Remedy User Tool gets an application error every time you close

[Basile, Cindy]

Has anyone seen this - user closes Remedy User, (V6, patch 1412 and
1454) - and this errors comes up.
Checking the admin tool, looks like the license is not being released,
(the user can log back in from the
same machine).  Log in, close the app, same error.
 
 
 
 
 



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Following a request "lifecycle" as a requester. Questions.

[Lunkwill]

For a certain service we will offer our customers(Project Managers) to
order "things" via
the Requester Console.
The workflow of this order is built up with 3 sequencial tasks which
Change
Manager "relate" to.

As we are testing this order flow, we end up with some questions.

(1.)First we let the "request-users" only have Read-license, which
worked fine, but
when the request-user tried to follow the request, via Overview
Console, and
from there open the request. Change Management Console gave write
access errors,
which is quite clear, but the result of this we'll have to let every
customer have write license. Many licenses.. *puh*

(2.)The other thing is that Change Management Console is quite complex
which makes it
hard for our customers to find the information such as the Tasks and
WorkInfo for them
etc.

(3.) The third question regards notifications to the supportstaff for
the Tasks.
When Change Mgr. relate to the Task Group Template notifications is
sent to supportstaff
for ALL the three tasks saying they are assigned. Why?
We want the notification to be sent to Task number 2 when Task number
1 is done/closed and notifications to Task 3 when task 2 is done/
closed..

(4.) When all tasks are done/closed, we want Change manager to be
notified that the request is ready to be closed. (Considered that all
tasks are successfully closed.)
As it is now, only the supportstaff gets notified (Task Status Change)
and Change Manager has to open every request and check the Task status.

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SAVE button in Helpdesk Display-Only form

[Siti Hawa Bee SHAIK FARID]

Dear Listers,

I had copied the Save Button from the main HPD:Helpdesk form into the
helpdesk display form, but the SAVE button do not works. 

I would like the SAVE button to save some of the edited fields in the
display form? So that when support staff login via web, they can view the
helpdesk display form only and they can only update the 2 fields that meant
for editing. 

The rest of the fields are in Read only mode so when they click SAVE button,
those 2 fields will get updated. 

Appreciate if anyone can assist me on this. 

 

Best Regards, 
Siti Hawa Bee 
 UOB Group, TSD - IT Helpdesk 
*:    mailto:
[EMAIL PROTECTED]>>> > 
My Favourite Quote " No person can be a great leader unless he takes genuine
joy in successes of those under him" - W A Nance 



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Re: SAVE button in Helpdesk Display-Only form

[Runar Helle]

Hi,

 

I am not quite sure which button you have copied as you don't specify
version, but I think you need to do something more that just copying a
button from one form to another. You need to add some kind of workflow
to the save button, for example an active link executing when someone
clicks on that button (Button/Menu Item). The active can include a push
field action, pushing the desired values to the desired form.

 

Regards,

Runar

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: 11. juli 2007 10:03
To: arslist@ARSLIST.ORG
Subject: SAVE button in Helpdesk Display-Only form

 

Dear Listers,

I had copied the Save Button from the main HPD:Helpdesk form into the
helpdesk display form, but the SAVE button do not works. 

I would like the SAVE button to save some of the edited fields in the
display form? So that when support staff login via web, they can view
the helpdesk display form only and they can only update the 2 fields
that meant for editing. 

The rest of the fields are in Read only mode so when they click SAVE
button, those 2 fields will get updated. 

Appreciate if anyone can assist me on this. 

 

Best Regards, 
Siti Hawa Bee 
 UOB Group, TSD - IT Helpdesk 
*:  mailto: [EMAIL PROTECTED]
 >>> > 
My Favourite Quote " No person can be a great leader unless he takes
genuine joy in successes of those under him" - W A Nance 

UOB EMAIL DISCLAIMER
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treat the information as confidential and not misuse, copy, disclose,
distribute or retain the information in any way that amounts to a breach
of confidentiality. If you are not the intended recipient, please delete
all copies of this email from your computer system. As the integrity of
this message cannot be guaranteed, neither UOB nor any entity in the UOB
Group shall be responsible for the contents. Any opinion in this email
may not necessarily represent the opinion of UOB or any entity in the
UOB Group.

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Re: SAVE button in Helpdesk Display-Only form

[Siti Hawa Bee SHAIK FARID]

Thanks for replying Lunar.

 

I had copied the SAVE button from HPD:Helpdesk support form. When I paste
the button into HPD:Helpdesk Support-ReadOnly form, all the underlying
active links got copied as well but I really wonder why after clicking the
SAVE button, nothing happen :-(

 

When I double click the SAVE button properties which I had copied, the
Selected Active Links are :-

(2)RSM:GenericSave

(10)HPD:HPD-cmdSave01

(11)HPD:HPD-cmdSave02

 

Related Workflow:

HPD:HPD-cmdSave01

HPD:HPD-cmdSave02

RSM:GenericSave

RSM:SC-OnWinOpen01

RSM:SC-OnWinOpen02

 

Sorry my system info :-

AR version 6.3

AR Helpdesk 6.0

AR SLA 6.0

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Runar Helle
Sent: Wednesday, July 11, 2007 16:20
To: arslist@ARSLIST.ORG
Subject: Re: SAVE button in Helpdesk Display-Only form

 

Hi,

 

I am not quite sure which button you have copied as you don't specify
version, but I think you need to do something more that just copying a
button from one form to another. You need to add some kind of workflow to
the save button, for example an active link executing when someone clicks on
that button (Button/Menu Item). The active can include a push field action,
pushing the desired values to the desired form.

 

Regards,

Runar

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: 11. juli 2007 10:03
To: arslist@ARSLIST.ORG
Subject: SAVE button in Helpdesk Display-Only form

 

Dear Listers,

I had copied the Save Button from the main HPD:Helpdesk form into the
helpdesk display form, but the SAVE button do not works. 

I would like the SAVE button to save some of the edited fields in the
display form? So that when support staff login via web, they can view the
helpdesk display form only and they can only update the 2 fields that meant
for editing. 

The rest of the fields are in Read only mode so when they click SAVE button,
those 2 fields will get updated. 

Appreciate if anyone can assist me on this. 

 

Best Regards, 
Siti Hawa Bee 
 UOB Group, TSD - IT Helpdesk 
*:    mailto:
[EMAIL PROTECTED]>>> > 
My Favourite Quote " No person can be a great leader unless he takes genuine
joy in successes of those under him" - W A Nance 

UOB EMAIL DISCLAIMER
Any person receiving this email and any attachment(s) contained, shall treat
the information as confidential and not misuse, copy, disclose, distribute
or retain the information in any way that amounts to a breach of
confidentiality. If you are not the intended recipient, please delete all
copies of this email from your computer system. As the integrity of this
message cannot be guaranteed, neither UOB nor any entity in the UOB Group
shall be responsible for the contents. Any opinion in this email may not
necessarily represent the opinion of UOB or any entity in the UOB Group.

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Re: SAVE button in Helpdesk Display-Only form

[Runar Helle]

Hi,

 

Enable logging via Remedy Administrator (File --> Server Information -->
Log Files) as well as the AR client (Tools --> Options --> Logging). Try
pressing the save button again and then read the logs to see where it
stops. 

 

Regards,

Runar

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: 11. juli 2007 11:19
To: arslist@ARSLIST.ORG
Subject: Re: SAVE button in Helpdesk Display-Only form

 

Thanks for replying Lunar.

 

I had copied the SAVE button from HPD:Helpdesk support form. When I
paste the button into HPD:Helpdesk Support-ReadOnly form, all the
underlying active links got copied as well but I really wonder why after
clicking the SAVE button, nothing happen :-(

 

When I double click the SAVE button properties which I had copied, the
Selected Active Links are :-

(2)RSM:GenericSave

(10)HPD:HPD-cmdSave01

(11)HPD:HPD-cmdSave02

 

Related Workflow:

HPD:HPD-cmdSave01

HPD:HPD-cmdSave02

RSM:GenericSave

RSM:SC-OnWinOpen01

RSM:SC-OnWinOpen02

 

Sorry my system info :-

AR version 6.3

AR Helpdesk 6.0

AR SLA 6.0

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Runar Helle
Sent: Wednesday, July 11, 2007 16:20
To: arslist@ARSLIST.ORG
Subject: Re: SAVE button in Helpdesk Display-Only form

 

Hi,

 

I am not quite sure which button you have copied as you don't specify
version, but I think you need to do something more that just copying a
button from one form to another. You need to add some kind of workflow
to the save button, for example an active link executing when someone
clicks on that button (Button/Menu Item). The active can include a push
field action, pushing the desired values to the desired form.

 

Regards,

Runar

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: 11. juli 2007 10:03
To: arslist@ARSLIST.ORG
Subject: SAVE button in Helpdesk Display-Only form

 

Dear Listers,

I had copied the Save Button from the main HPD:Helpdesk form into the
helpdesk display form, but the SAVE button do not works. 

I would like the SAVE button to save some of the edited fields in the
display form? So that when support staff login via web, they can view
the helpdesk display form only and they can only update the 2 fields
that meant for editing. 

The rest of the fields are in Read only mode so when they click SAVE
button, those 2 fields will get updated. 

Appreciate if anyone can assist me on this. 

 

Best Regards, 
Siti Hawa Bee 
 UOB Group, TSD - IT Helpdesk 
*:  mailto: [EMAIL PROTECTED]
 >>> > 
My Favourite Quote " No person can be a great leader unless he takes
genuine joy in successes of those under him" - W A Nance 

UOB EMAIL DISCLAIMER
Any person receiving this email and any attachment(s) contained, shall
treat the information as confidential and not misuse, copy, disclose,
distribute or retain the information in any way that amounts to a breach
of confidentiality. If you are not the intended recipient, please delete
all copies of this email from your computer system. As the integrity of
this message cannot be guaranteed, neither UOB nor any entity in the UOB
Group shall be responsible for the contents. Any opinion in this email
may not necessarily represent the opinion of UOB or any entity in the
UOB Group.

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Re: Temporary Feilds Hidding

[manuj chauhan]

hey friends

i applied the idea DAVID gave it but if i ll hide those values will be
hidden from Source so which shows that they cannot be accessed as they have
been hiden
so i can only do to make the background colour and font color same as each
other (WHITE)
also i need to make those character field which are reall small now without
borders...

plz suggest me a way by which they can be made such a way that they are not
visible but still  working..

thanks in advance
MANUJ CHAUHAN

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Re: EIE: Identifying user running a data exchange

[Kelly Deaver]

Why not set the short description field with the name of the exchange?
It is not used in CMDB for anything.

Also, you could set the Submitter name via the exchange rather than let it 
default.
That way you would have the same effect as your idea without running through a
bunch of licenses. As long as you aren't doing it to circumvent licensing, it is
OK to set the value.

-
Kelly Deaver
[EMAIL PROTECTED]


>  Original Message 
> Subject: EIE: Identifying user running a data exchange
> From: Joe D'Souza <[EMAIL PROTECTED]>
> Date: Tue, July 10, 2007 12:21 pm
> To: arslist@ARSLIST.ORG
>
> Listers,
>
> This is an idea I just had but wanted to validate the reasoning behind
> it,
> as well as invite suggestions from others who might have had to do
> something
> similar, in case you had done something better than this..
>
> We will be given asset data that might be coming from several data
> sources,
> many of them being SQL servers, and we have to use EIE as a tool for data
> exchange. Our choice regarding the tool is thus limited so even though
> it is
> possible to do this directly through database links, due to the nature of
> their requirement, those possibilities are ruled out.
>
> I would like to know what you guys are doing to identify which of the n
> number of exchanges defined just ran on a table, creating records or
> updating some, if there is more than one exchange. For e.g. if lets say I
> have created a bucket in the AR System called EIE:ComputerSystems, but
> there
> are 2 exchanges that run on it, one named lets say EIE-001 and the other
> EIE-002 each running on DB01 and DB02 respectively to bring in 2 sets of
> data, I would like to know what you guys are doing for identifying one
> from
> the other. The reason I think I would need this is to define workflow
> that
> fires specifically for each of these exchanges.
>
> The idea I have was to create AR users EIE-001 and EIE-002 and so on for
> each of the exchange defined, so that the workflow could use the $USER$
> keyword to identify the exchange.. The cost of this however would be
> that I
> would require Fixed licenses towards each of these users if I am not
> to deny
> them rights to modify at the time they run.
>
> Would there be a better way of identifying these exchanges?
>
> Maybe I'm answering my own question here (I just had this thought while
> thinking this through and composing this email after writing the question
> above!), but maybe by creating a field called Exchange Name in the
> bucket,
> and hard-coding the name of the exchange in the field mapping??
>
> Has anyone done something similar?
>
> Your inputs would be valuable..
>
> Joe
> No virus found in this outgoing message.
> Checked by AVG Free Edition.
> Version: 7.5.476 / Virus Database: 269.10.2/893 - Release Date: 7/9/2007
> 5:22 PM
>
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unsubscribe

[Dignard, Norman]

 

 


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Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3

[Barb Siebert]

Betsy,

I think to use Oracle 10g with 6.3 you may need to install the Oracle 9i 
client.? You won't need the 9i client once you get to 7.0.1.? You can check 
BMC's compatibility matrix to confirm this.? 

Barb


-Original Message-
From: CLG-29 <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tue, 10 Jul 2007 8:49 pm
Subject: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3




Hello All,

We are (finally!) upgrading ARS from 5.1.2 to 7.0.1.  At the same time, we
are upgrading Oracle from 9i to 10g.  Right now, we are setting up our
sandbox test environment by taking an Oracle backup and restoring it onto a
test UNIX server.  This went onto the server under /opt/oracle9.  My DBA
followed this up with upgrading Oracle to 10g on this box, using a new
location of /opt/oracle13.

When we run the intermediary 6.3 install, we get the following error in
/tmp/arDBErrorLog:

/usr/lib/dld.sl: Can't find path for shared library: libclntsh.sl.9.0
/usr/lib/dld.sl: No such file or directory Tue Jul 10 16:27:52 PDT 2007

It appears that something is looking for an Oracle 9 client library but,
since we now have Oracle 10 on this server, this doesn't make sense ... or
does it?

Can somebody please let me know what I have to do to get rid of this error?

Thanks much!
Betsy McCullough
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Re: Remedy User Tool gets an application error every time you close

[Axton]

Turn on client side active link logging and see what's firing when you close
the user tool.  What version is the server?

Axton Grams

On 7/11/07, Basile, Cindy <[EMAIL PROTECTED]> wrote:


** Has anyone seen this - user closes Remedy User, (V6, patch 1412 and
1454) - and this errors comes up.
Checking the admin tool, looks like the license is not being released,
(the user can log back in from the
same machine).  Log in, close the app, same error.






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Re: ARS v7.0.1P2 LIST threads initiate inexplainably

[Tony Worthington]

Susan, Axton, Ben, etc...

We have the same issues.  Our server comes and goes as it pleases, and 
we've yet to track down exactly what the cause is.  We do know some of our 
problems stem from plugins, most of the time it's ardbcquery.  The easiest 
way to crash a thread is to open either the Overview or Problem console. 
Other times, the server just gives up, we get ARERR93's and end up having 
to restart the service.

I think things have gotten worse after patch002 and 003, but things have 
never been stable.

Here's an excerpt from a High priority ticket we have open -- with no 
solutions so far:

Faulting application arcmdbd.exe, version 2.0.1.3, faulting module 
arcmdbd.exe, version 2.0.1.3, fault address 0xa981. 

Mon Jul 02 12:45:05 2007  390695 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Mon Jul 02 12:45:05 2007 0xc005
Mon Jul 02 12:45:05 2007  390695 : AR System server terminated -- fatal 
error encountered (ARNOTE 21)
Mon Jul 02 12:46:12 2007  390695 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Mon Jul 02 12:46:12 2007 0xc005

We're running with lots of threads, but are on a 8 processor (dual core 
3ghz) box with 18gb of ram.  :-)  Remedy is still slow.  Our DB flies, and 
network is fine.

Private-RPC-Socket:  390601   2   8
Private-RPC-Socket:  390620   4   8
Private-RPC-Socket:  390621   2   8
Private-RPC-Socket:  390626   4  12
Private-RPC-Socket:  390627   2   8
Private-RPC-Socket:  390628   12 12
Private-RPC-Socket:  390629   2   8
Private-RPC-Socket:  390635   4   8
Private-RPC-Socket:  390690   1   6


Windows 2003R2 EE
7.0.0.1 patch 003
Remote Oracle 10gR2 RAC/Linux
ITSM7p004

-tony

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



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

07/11/2007 12:02 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: ARS v7.0.1P2 LIST threads initiate inexplainably






** 
Axton and Susan, you're not alone with the stack errors.  I've been 
plagued with them since my launch back in Feb.  In my situation the server 
runs about 2 weeks and crashes and usually recovers on its own.  One 
problem I had which I could reproduce crashing the server was fixed by 
patch 3 so I think what Davies is saying applied to that.  The stack 
problems have gotten a little better, but still happens.  I have API, 
Escalation, Filter, SQL and Thread logging turned on and am currently 
waiting for the next crash.  So I'll post then with any interesting 
information that surfaces from that. 

Susan, sounds like you're having a worse problem than I am.  How often do 
the crashes happen, does the arserver recover on its own? 

Currently on Server 7.0.1 patch 2 and ITSM 7.0.2 patch 3 for all modules 
connecting to Oracle 10g db. 

Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946 


"Davies, J.T." <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 
 
07/10/2007 05:38 PM 

Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG 
cc

Subject
Re: ARS v7.0.1P2 LIST threads initiate inexplainably








** 
Hi Susan, 
  
I've experienced these errors before, too, a long time ago: Signal 5 
termination on a specific thread. 
  
I was able to trace it back to a workflow problem, and with your jump from 
5.1.2 to 7.0, I'd imagine you might be in the same boat. 
  
What I found was with the Run Process commands. 
  
To give an example: 
  
You're calling the Application-Delete-Entry command.  It's expecting two 
inputs: Form and ID. 
  
The problem is akin to receiving a bad input value.  Perhaps the ID was 
missing, or the Form name was invalid...some wacky scenario where the 
command raised an error, and thus, the users execution died. 
  
I also found the errors were occurring if a command was expecting an 
integer value (say, the number of seconds to offset on a Business Time 
command), but the input was some character string ("ABC"). 
  
You might see if your logs (Filter and SQL) can narrow this down for you. 
You might have to mentally process some of these commands, because I do 
remember that it wasn't very apparent in the logs that it was failing on 
these. 
  
Hope this helps or provides a little more direction! 
  
J.T. 
New Edge Networks 
An Earthlink Company 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Tuesday, July 10, 2007 2:16 PM
To: arslist@ARSLIST.ORG
Subject: ARS v7.0.1P2 LIST threads initiate inexplainably

** 
Since our upgrade from ARS 5.1.2 to 7.0.1P2 on 6/27/07 I have no life. Ok, 
that's the end of my rant. 
 
Everyday, with the exception of Sat/Sun even though there are some users 
on the system, we have a thread run wild issue.  It is with the LIST 
threads.  This manifested itself in a arerror94 - database timeout 
 
Of course everyone points to Remedy but 

Job Opportunity | Accenture Walk-in at Delhi this weekend.

[Nazish Bano]

Hello all,
  
   
  Accenture is having walk-in in Delhi for Remedy.
  
  For 2-9 years experience folks
  Time: 9am-1pm on Sunday, July 15, 2007 
  At: The Indian Social Institute, 10, Institutional Area, Lodhi Road, New 
Delhi - 110003.
   
  Skills: Strong customisation, installation and configuration
  experience in BMC Remedy ITSM-7.x or earlier
  versions. Experience in ARS and one more
  module of BMC-ITSM/Remedy is mandatory.
   
  Thanks
  nazish


-
 Here’s a new way to find what you're looking for - Yahoo! Answers 

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Re: Database Sizing for tickets in remedy 7.0

[Ray M]

Rick: under which section are these white papers?  I couldn't find the doc.

 

Thanks

Ray

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, July 10, 2007 8:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Database Sizing for tickets in remedy 7.0

 

** 

Look at the white papers on the Support site - they have a couple on sizing.

 

Rick
 

On 7/10/07, Ray M <[EMAIL PROTECTED]> wrote: 

** 

Hi: I am trying to size a database for Remedy 7.0 just for the ticketing
(HPD::Help Desk). I know the number of tickets I will have at any given
time. Not sure where to start. Wondering if someone can provide me some
pointers. 

 

Thanks

Ray 

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Re: ARS v7.0.1P2 LIST threads initiate inexplainably

[Jarl Grøneng]

Patch 5 of ITSM may fix the issue with ARDBC and thread crash.

Defect SW00247290—The REMEDY.ARDBC.APPQUERY plug-in (ardbcQuery.dll)
intermittently crashes when arplugin.exe is configured for multi-threaded
ARDBC queue


--
Jarl

On 7/11/07, Tony Worthington <[EMAIL PROTECTED]> wrote:

Susan, Axton, Ben, etc...

We have the same issues.  Our server comes and goes as it pleases, and
we've yet to track down exactly what the cause is.  We do know some of our
problems stem from plugins, most of the time it's ardbcquery.  The easiest
way to crash a thread is to open either the Overview or Problem console.
Other times, the server just gives up, we get ARERR93's and end up having
to restart the service.

I think things have gotten worse after patch002 and 003, but things have
never been stable.

Here's an excerpt from a High priority ticket we have open -- with no
solutions so far:

Faulting application arcmdbd.exe, version 2.0.1.3, faulting module
arcmdbd.exe, version 2.0.1.3, fault address 0xa981.

Mon Jul 02 12:45:05 2007  390695 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Mon Jul 02 12:45:05 2007 0xc005
Mon Jul 02 12:45:05 2007  390695 : AR System server terminated -- fatal
error encountered (ARNOTE 21)
Mon Jul 02 12:46:12 2007  390695 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Mon Jul 02 12:46:12 2007 0xc005

We're running with lots of threads, but are on a 8 processor (dual core
3ghz) box with 18gb of ram.  :-)  Remedy is still slow.  Our DB flies, and
network is fine.

Private-RPC-Socket:  390601   2   8
Private-RPC-Socket:  390620   4   8
Private-RPC-Socket:  390621   2   8
Private-RPC-Socket:  390626   4  12
Private-RPC-Socket:  390627   2   8
Private-RPC-Socket:  390628   12 12
Private-RPC-Socket:  390629   2   8
Private-RPC-Socket:  390635   4   8
Private-RPC-Socket:  390690   1   6


Windows 2003R2 EE
7.0.0.1 patch 003
Remote Oracle 10gR2 RAC/Linux
ITSM7p004

-tony

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



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

07/11/2007 12:02 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: ARS v7.0.1P2 LIST threads initiate inexplainably






**
Axton and Susan, you're not alone with the stack errors.  I've been
plagued with them since my launch back in Feb.  In my situation the server
runs about 2 weeks and crashes and usually recovers on its own.  One
problem I had which I could reproduce crashing the server was fixed by
patch 3 so I think what Davies is saying applied to that.  The stack
problems have gotten a little better, but still happens.  I have API,
Escalation, Filter, SQL and Thread logging turned on and am currently
waiting for the next crash.  So I'll post then with any interesting
information that surfaces from that.

Susan, sounds like you're having a worse problem than I am.  How often do
the crashes happen, does the arserver recover on its own?

Currently on Server 7.0.1 patch 2 and ITSM 7.0.2 patch 3 for all modules
connecting to Oracle 10g db.

Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946


"Davies, J.T." <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"

07/10/2007 05:38 PM

Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: ARS v7.0.1P2 LIST threads initiate inexplainably








**
Hi Susan,

I've experienced these errors before, too, a long time ago: Signal 5
termination on a specific thread.

I was able to trace it back to a workflow problem, and with your jump from
5.1.2 to 7.0, I'd imagine you might be in the same boat.

What I found was with the Run Process commands.

To give an example:

You're calling the Application-Delete-Entry command.  It's expecting two
inputs: Form and ID.

The problem is akin to receiving a bad input value.  Perhaps the ID was
missing, or the Form name was invalid...some wacky scenario where the
command raised an error, and thus, the users execution died.

I also found the errors were occurring if a command was expecting an
integer value (say, the number of seconds to offset on a Business Time
command), but the input was some character string ("ABC").

You might see if your logs (Filter and SQL) can narrow this down for you.
You might have to mentally process some of these commands, because I do
remember that it wasn't very apparent in the logs that it was failing on
these.

Hope this helps or provides a little more direction!

J.T.
New Edge Networks
An Earthlink Company

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Tuesday, July 10, 2007 2:16 PM
To: arslist@ARSLIST.ORG
Subject: ARS v7.0.1P2 LIST threads initiate inexplainably

**
Since our upgrade from ARS 5.1.2 to 7.0.1P2 on 6/27/07 I have no life. Ok,
that's the end of my rant.

Everyday, with the exception of Sat/Sun even though 

Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3

[Shibu Samuel]

Hi Betsy, 
 
For Remedy 6.3 you need to install  "32-bit Oracle 9iR2 database client"  to 
connect with Oracle 10g database. 
 
Thanks 
Shibu Samuel 
 
 
 
-Original Message-
From: CLG-29 <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tue, 10 Jul 2007 8:49 pm
Subject: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3


Hello All,

We are (finally!) upgrading ARS from 5.1.2 to 7.0.1.  At the same time, we
are upgrading Oracle from 9i to 10g.  Right now, we are setting up our
sandbox test environment by taking an Oracle backup and restoring it onto a
test UNIX server.  This went onto the server under /opt/oracle9.  My DBA
followed this up with upgrading Oracle to 10g on this box, using a new
location of /opt/oracle13.

When we run the intermediary 6.3 install, we get the following error in
/tmp/arDBErrorLog:

/usr/lib/dld.sl: Can't find path for shared library: libclntsh.sl.9.0
/usr/lib/dld.sl: No such file or directory Tue Jul 10 16:27:52 PDT 2007

It appears that something is looking for an Oracle 9 client library but,
since we now have Oracle 10 on this server, this doesn't make sense ... or
does it?

Can somebody please let me know what I have to do to get rid of this error?

Thanks much!
Betsy McCullough
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Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3

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

Do the same incompatabilities exist with 5.1.2 clients to 7.0.1 server
P#?  While talking with a senior developer, I thought that upgrading the
clients first and then the server could help.  I havent' done to much on
7.x yet.  Does anyone have any issues with that approach?  Our
environment is windows server 2003 standard edition sp2, SQL server 2000
sp4, ARS 6.3 p21.

Rob 

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Re: EIE Service crashing periodically with a Windows error...

[Axton]

Just did a little more investigating.  It appears that EIE connects to
arserver on a configureable intervale (5 minutes in my case) to check
for changes to the data exchanges.  Every 5 minutes, it creates 1
socket connect to the arserver and never closes the connection.  This
is 1 factor causing us to hit the hard limit for file descriptors.

EIE 7.0.1 patch 4 on Solaris 9

Axton Grams

On 7/10/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:

**


Hi Chris,

I recreated the one with spaces too and didn't see any difference either.

In my case I may need to identify which exchange did what, so it might be
nice for me to leave a 'stamp' behind of when an exchange updates the form.
This is because I might have data coming in from more than one source on the
same table, and each of these source might require different workflow
actions performed on them. Unfortunately none of the core data of the form
the exchange is performed on will identify the name of the exchange that
performed an update.

So I have tested running the SQL statement select 'constant' by picking the
SQL option from the 'Rules' display list, and I can set the 'constant' value
to a field 'Exchange Name' that I have created.

A workaround to reducing the number of SQL server processes could be to
start the EIE services using a cron job if you are on UNIX or a batch file
using scheduled tasks on windows, at the time it needs to be run, and then
stop it after it would have finished that job using another cron
job/scheduled task. I've noticed that on an average, over a constant set of
data, the time taken to run the exchange is generally the same, so giving it
a fair degree of standard variation, the service could be stopped after a
significantly longer duration than it takes to run.

It is not a pretty solution (actually its not a solution) but at least can
be used as a workaround.. It should kill the SQL server processes it
initiated after the services are shut down as well as bring down the memory
consumption. Have you tried doing something similar? I think I will attempt
it and see if it will help any..

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Tuesday, July 10, 2007 5:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: EIE Service crashing periodically with a Windows error...

**
The only data exchange I have active is Vendor Data into AR, and is named
"Update UNTPersonShadow" (with a space in the name) and runs on server
instance "ARS_REMEDY7_EIE_REMEDY4_Inst_001."

I copied it to a new one with no spaces in the name, made the old one
inactive and the new one active, and restarted the service.  Starting the
service created at least one, maybe two connections, running the first
exchange created a total of three.  The second time the exchange ran created
two more, and the exchange that just finished added two more for a total of
seven after three data exchanges.  Peak Memory Usage has grown about 200 K
with each data exchange.  So, changing the name does not seem to make a
difference.  The support folks I talked to said that the actions of the
exchange (vendor into AR, vendor into CMDB, AR into vendor, etc.) had
contrasting effects on memory management, making it hard to optimize the
eie.exe for all supported exchanges.

Copy and Run buttons work in patch 004 - that was one of the fixes as I
recall.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
 
 From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Tuesday, July 10, 2007 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: EIE Service crashing periodically with a Windows error...


**
Hi Chris,

I just noticed something else which I think is worth mentioning.. It looks
like its not releasing the SQL process thread to only one of the 3 exchanges
I have defined on my system.. There are 2 exchanges that I have set up for
receiving updates from an SQL server, and 1 exchange set to update an SQL
server.

The threads seem to freeze up on one of the 2 exchanges that are set for
receiving updates.. all the settings on this too are identical.. EXCEPT for
the naming convention.. I am wondering if EIE has a preference on no spaces
or special characters in its names?

I'm just curious as to what naming conventions you are using for your
exchanges?? Any spaces in the names? Special characters? No spaces or
special characters in names???

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Tuesday, July 10, 2007 3:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: EIE Service crashing periodically with a Windows error...

**
ISS03129616

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

Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3 (UNCLASSIFIED)

[HARTWICK, SCOTT G CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Rob,

At my previous location I did the 5.1.2 to 7.0.1px upgrade.

What I discovered along the way was you may need to install more of the
intermediate upgrades along the way. And don't forget to install the
email engine along the way also.

For example: upgrade to the lasted ARS 6.3 Server/email/admin/user, then
install the first 7.0x version of Server/email/admin/user then, install
the patchs for Server/email/admin/user along the way until you get to
the latest 7.0.1p3 (soon to be 7.1). 

Although BMC keeps stating the latest version is cumulative. It may be,
but the various installers look for specific install paths and forms
from earlier intermediate installs. I regularly had to go back to an
earlier patch and do the the next patch instead of going directly to the
latest.

Same rule applied to 5.1.2x to 6.3x. When I skipped the email install
thinking I could just do the latest one once I got to 7.0.1x, it took a
while to undo what the installer couldn't complete because it couldn't
complete normally.

Hope this helps,
Scott.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Broyles Robert K Mr CTR USAF
96 CS/SCCE
Sent: Wednesday, July 11, 2007 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3

Do the same incompatabilities exist with 5.1.2 clients to 7.0.1 server
P#?  While talking with a senior developer, I thought that upgrading the
clients first and then the server could help.  I havent' done to much on
7.x yet.  Does anyone have any issues with that approach?  Our
environment is windows server 2003 standard edition sp2, SQL server 2000
sp4, ARS 6.3 p21.

Rob 


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Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3 (UNCLASSIFIED)

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

Scott,

We upgraded the clients to 6.3 patch 20, before we upgraded to
server/email/midtier 6.3 p21.  After that weekend we haven't had a
problem with anything Remedy or OS related.  I keep seeing all the
issues people are having related to ARS v7 and I was just curious.

Rob

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Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3 (UNCLASSIFIED)

[HARTWICK, SCOTT G CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Rob,

My former environment sounds like yours: All windows based: SQL, etc.
Going to the lastest 7.0.1x was a little trying, but when I figured out
I should do more of the intermediate updates, I was very happy with the
latest version.

I'm now am working with 7.0.0p2 with an Oracle DB. I do see some of the
same issues reported here, but not to the same degree. Plan to get
upgraded to the latest versions ASAP. Will let you know how that goes,
but I didn't see the problems on the Windows SQL side as you are reading
here for the Oracle side of things.

Scott.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Broyles Robert K Mr CTR USAF
96 CS/SCCE
Sent: Wednesday, July 11, 2007 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3 (UNCLASSIFIED)

Scott,

We upgraded the clients to 6.3 patch 20, before we upgraded to
server/email/midtier 6.3 p21.  After that weekend we haven't had a
problem with anything Remedy or OS related.  I keep seeing all the
issues people are having related to ARS v7 and I was just curious.

Rob


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Caveats: NONE

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Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3

[Grooms, Frederick W]

5.1.2 uses the Oracle 8 Client libraries.  6.3 uses the Oracle 9 Client
libraries.  7 uses the Oracle 10 Client libraries.
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Tuesday, July 10, 2007 9:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3


** 
Hi Dave,
 
The 9 libraries were already there because we were at v5.1.2 when we
started.  Tjhey should have been there Betsy too.  But I guess the
variable is how the Oracle upgrade was done. 
 
We actually are on a new server.  Old server was try #1, then built a
new server for try #2 and am still on that new server.   
 
We haven't even done anything to our HD 5 application.  We were only
trying to upgrade the basic platform and installed email engine which we
hadn't used before.  
 
We're now averaging 4 service restarts a day.  Considering I hadn't done
an unplanned service restart in years on 5.1.2 the culture change has
been a shock.  
 
Susan


 
On 7/10/07, Shellman, David <[EMAIL PROTECTED]> wrote: 

** 
Susan,
 
Aren't the 9i client libraries still required for the app server
to talk to the database during the upgrade?
 
I hear your pain.  Luckily we have always timed our AR System
upgrades with hardware upgrades and were able to do clean installs on
those machines.  Then migrated all our custom workflow and data.  Still
a lot of work but I think a little less painful. 
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG ] On Behalf Of Susan Palmer
Sent: Tuesday, July 10, 2007 10:31 PM
To: arslist@ARSLIST.ORG 
Subject: Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3

 
** 

It doesn't really matter what error you get.  You're only
stopping briefly at v6.x.  The reason for the stop is to update the
Group and User forms and probably a few other things.  Having done this
upgrade over 25 times in recent months, all I did at v6.x was make sure
I could connect to the database.  In our 6.3 upgrade (on windows)
portmap.exe was always missing so I couldn't test from the user or admin
tools.  We did the oracle 9 to 10g upgrade too.  Not a happy scene. 
 
Last year I was so excited to get to upgrade to v7.  Did the dev
server last August and then got waylayed by other IT priorities.
Finally the production server got its turn and try #1 in April bombed,
try #1 in May bombed, but try #3 in June went in.  I was so happy.  The
install actually was smooth with everything testing out great.  I knew
things would popup but it was looking good. 
 
If I knew 2 weeks ago (6/27) what I know today I would have
screamed to me  step away from the upgrade ... do not touch 5.1.2
... do not touch the system that just ran and ran and ran  do not
torch your life. 
 
Just something to think about.
 
Susan

 
On 7/10/07, CLG-29 <[EMAIL PROTECTED] > wrote: 

Hello All,

We are (finally!) upgrading ARS from 5.1.2 to 7.0.1.  At
the same time, we
are upgrading Oracle from 9i to 10g.  Right now, we are
setting up our 
sandbox test environment by taking an Oracle backup and
restoring it onto a
test UNIX server.  This went onto the server under
/opt/oracle9.  My DBA
followed this up with upgrading Oracle to 10g on this
box, using a new 
location of /opt/oracle13.

When we run the intermediary 6.3 install, we get the
following error in
/tmp/arDBErrorLog:

/usr/lib/dld.sl: Can't find path for shared library:
libclntsh.sl.9.0
/usr/lib/dld.sl: No such file or directory Tue Jul 10
16:27:52 PDT 2007 

It appears that something is looking for an Oracle 9
client library but,
since we now have Oracle 10 on this server, this doesn't
make sense ... or
does it?

Can somebody please let me know what I have to do to get
rid of this error? 

Thanks much!
Betsy McCullough


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html#a11532875
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Re: EIE Service crashing periodically with a Windows error...

[strauss]

It says in the eie.cfg to leave it at the installed 5 minutes for
debugging, but set it to 60 minutes for production.  I set it to 60, but
I think for production I might set it to 1440 for the once-a-day check
and leave it at that - how often am I going to be changing EIE data
feeds on a production server??  In less than 24 hours I am already up to
133 sleepy EIE connections to the SQL Server, with the one data exchange
running every 15 minutes.  This thing works like a screen door on a
submarine.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Wednesday, July 11, 2007 8:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: EIE Service crashing periodically with a Windows error...

Just did a little more investigating.  It appears that EIE connects to
arserver on a configureable intervale (5 minutes in my case) to check
for changes to the data exchanges.  Every 5 minutes, it creates 1 socket
connect to the arserver and never closes the connection.  This is 1
factor causing us to hit the hard limit for file descriptors.

EIE 7.0.1 patch 4 on Solaris 9

Axton Grams

On 7/10/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
>
> Hi Chris,
>
> I recreated the one with spaces too and didn't see any difference
either.
>
> In my case I may need to identify which exchange did what, so it might

> be nice for me to leave a 'stamp' behind of when an exchange updates
the form.
> This is because I might have data coming in from more than one source 
> on the same table, and each of these source might require different 
> workflow actions performed on them. Unfortunately none of the core 
> data of the form the exchange is performed on will identify the name 
> of the exchange that performed an update.
>
> So I have tested running the SQL statement select 'constant' by 
> picking the SQL option from the 'Rules' display list, and I can set 
> the 'constant' value to a field 'Exchange Name' that I have created.
>
> A workaround to reducing the number of SQL server processes could be 
> to start the EIE services using a cron job if you are on UNIX or a 
> batch file using scheduled tasks on windows, at the time it needs to 
> be run, and then stop it after it would have finished that job using 
> another cron job/scheduled task. I've noticed that on an average, over

> a constant set of data, the time taken to run the exchange is 
> generally the same, so giving it a fair degree of standard variation, 
> the service could be stopped after a significantly longer duration
than it takes to run.
>
> It is not a pretty solution (actually its not a solution) but at least

> can be used as a workaround.. It should kill the SQL server processes 
> it initiated after the services are shut down as well as bring down 
> the memory consumption. Have you tried doing something similar? I 
> think I will attempt it and see if it will help any..
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] Behalf Of strauss
> Sent: Tuesday, July 10, 2007 5:21 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: EIE Service crashing periodically with a Windows error...
>
> **
> The only data exchange I have active is Vendor Data into AR, and is 
> named "Update UNTPersonShadow" (with a space in the name) and runs on 
> server instance "ARS_REMEDY7_EIE_REMEDY4_Inst_001."
>
> I copied it to a new one with no spaces in the name, made the old one 
> inactive and the new one active, and restarted the service.  Starting 
> the service created at least one, maybe two connections, running the 
> first exchange created a total of three.  The second time the exchange

> ran created two more, and the exchange that just finished added two 
> more for a total of seven after three data exchanges.  Peak Memory 
> Usage has grown about 200 K with each data exchange.  So, changing the

> name does not seem to make a difference.  The support folks I talked 
> to said that the actions of the exchange (vendor into AR, vendor into 
> CMDB, AR into vendor, etc.) had contrasting effects on memory 
> management, making it hard to optimize the eie.exe for all supported
exchanges.
>
> Copy and Run buttons work in patch 004 - that was one of the fixes as 
> I recall.
>
> Christopher Strauss, Ph.D.
> Remedy Database Administrator
> University of North Texas Computing Center 
> http://remedy.unt.edu/helpdesk/  
>  From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
> Sent: Tuesday, July 10, 2007 3:05 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: EIE Service crashing periodically with a Windows error...
>
>
> **
> Hi Chris,
>
> I just noticed something else which I think is worth mentioning.. It 
> looks like its not releasing the SQ

Submitter Mode - Locked ...Brute force?

[Leigh Gruber]

Good Morning Listers,

 

We have an existing system operating with the Submitter Mode set to
Changeable.   This system has around 750 forms with a mix of Remedy and
home grown applications.  We need to change submitter mode to Locked so
we can host another custom application which must run in Submitter Mode
Locked.

 

I have 3 questions!

 

1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field?  I have set the development box to Submitter Mode
locked and tried some very limited record modification, but I don't have
any testing resources available.

 

Here's what I've tried so far on our dev system (Remedy 6.3; MS SQL
Server):

*   Analyzed Advanced search results on the object_search_details
form.  The selection criteria was ('Item Details' LIKE "%Submitter%")
AND NOT('Item Details' LIKE "%1 = 0%").  I haven't seen a problem in
resulting (100 or so) records.
*   I've also checked the Submitter field #2 for other names it may
have.

 

2. Are there any "gotchas" I should know about that might cause us
problems if/when I change the production system?

 

3. Is it safe to assume that our Remedy/BMC applications will NOT have
workflow that writes to the Submitter form?

 

I would appreciate any words of wisdom you might have for me.

 

Many thanks,

Leigh Gruber

 

 

 



The information contained in this message may be privileged and/or 
confidential. If you are not the intended recipient, or responsible for 
delivering this message to the intended recipient, any review, forwarding, 
dissemination, distribution or copying of this communication or any 
attachment(s) is strictly prohibited. If you have received this message in 
error, please so notify the sender immediately, and delete it and all 
attachments from your computer and network.


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6.3 running on Oracle 9i upgrading to 10g soon

[Moore, Chris]

Hey everyone,

 

I've seen a lot of emails going around about 7 on Oracle 10g, but we're
about to upgrade our 6.3 customized application from 9i to 10g.  Has
anyone done this and had any issues?

 

Thanks,

Chris Moore


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Re: Submitter Mode - Locked ...Brute force?

[Teale, Steven]

Leigh,

 

There are some spreadsheets I have seen that will do some pretty clever
analysis on workflow from def files.

 

You could also run some sample logging and look for pushes to that
field.

 

Steven Teale 
AEGON Shared Services 
Louisville, Kentucky 
Phone: 502.560.2856 
Mobile: 502.243.5619 
Email:  [EMAIL PROTECTED]   
Check Us Out ! www.aegonusa.com/AITSharedServices

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leigh Gruber
Sent: Wednesday, July 11, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Submitter Mode - Locked ...Brute force?

 

Good Morning Listers,

 

We have an existing system operating with the Submitter Mode set to
Changeable.   This system has around 750 forms with a mix of Remedy and
home grown applications.  We need to change submitter mode to Locked so
we can host another custom application which must run in Submitter Mode
Locked.

 

I have 3 questions!

 

1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field?  I have set the development box to Submitter Mode
locked and tried some very limited record modification, but I don't have
any testing resources available.

 

Here's what I've tried so far on our dev system (Remedy 6.3; MS SQL
Server):

*   Analyzed Advanced search results on the object_search_details
form.  The selection criteria was ('Item Details' LIKE "%Submitter%")
AND NOT('Item Details' LIKE "%1 = 0%").  I haven't seen a problem in
resulting (100 or so) records.
*   I've also checked the Submitter field #2 for other names it may
have.

 

2. Are there any "gotchas" I should know about that might cause us
problems if/when I change the production system?

 

3. Is it safe to assume that our Remedy/BMC applications will NOT have
workflow that writes to the Submitter form?

 

I would appreciate any words of wisdom you might have for me.

 

Many thanks,

Leigh Gruber

 

 

 

 

The information contained in this message may be privileged and/or
confidential. If you are not the intended recipient, or responsible for
delivering this message to the intended recipient, any review,
forwarding, dissemination, distribution or copying of this communication
or any attachment(s) is strictly prohibited. If you have received this
message in error, please so notify the sender immediately, and delete it
and all attachments from your computer and network.

 

__20060125___This posting was submitted with HTML in
it___

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Re: 6.3 running on Oracle 9i upgrading to 10g soon

[Grooms, Frederick W]

We run 6.3 (with the Oracle 9 client) against a 10g database with no
problems.  For best performance do the Cursor_Sharing tip



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Wednesday, July 11, 2007 9:30 AM
To: arslist@ARSLIST.ORG
Subject: 6.3 running on Oracle 9i upgrading to 10g soon


** 

Hey everyone,

 

I've seen a lot of emails going around about 7 on Oracle 10g, but we're
about to upgrade our 6.3 customized application from 9i to 10g.  Has
anyone done this and had any issues?

 

Thanks,

Chris Moore

 
 

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Re: 6.3 running on Oracle 9i upgrading to 10g soon

[Moore, Chris]

Setting it to FORCE you mean?

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, July 11, 2007 10:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 running on Oracle 9i upgrading to 10g soon

 

We run 6.3 (with the Oracle 9 client) against a 10g database with no
problems.  For best performance do the Cursor_Sharing tip

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Wednesday, July 11, 2007 9:30 AM
To: arslist@ARSLIST.ORG
Subject: 6.3 running on Oracle 9i upgrading to 10g soon

** 

Hey everyone,

 

I've seen a lot of emails going around about 7 on Oracle 10g, but we're
about to upgrade our 6.3 customized application from 9i to 10g.  Has
anyone done this and had any issues?

 

Thanks,

Chris Moore

 

 

__20060125___This posting was submitted with HTML in
it___

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Re: Database Sizing for tickets in remedy 7.0

[Rick Cook]

Oh, man, I hate the way they've changed how you find the white papers - I
think it's by product now.

Rick

On 7/11/07, Ray M <[EMAIL PROTECTED]> wrote:


**

Rick: under which section are these white papers?  I couldn't find the
doc.

Thanks

Ray

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Rick Cook
*Sent:* Tuesday, July 10, 2007 8:08 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Database Sizing for tickets in remedy 7.0

**

Look at the white papers on the Support site - they have a couple on
sizing.

Rick


On 7/10/07, *Ray M* <[EMAIL PROTECTED]> wrote:

**

Hi: I am trying to size a database for Remedy 7.0 just for the ticketing
(HPD::Help Desk). I know the number of tickets I will have at any given
time. Not sure where to start. Wondering if someone can provide me some
pointers.

Thanks

Ray



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Re: EIE: Identifying user running a data exchange

[Joe D'Souza]

Hello Kelly,

I already avoided using the individual user approach, by using the SQL
function available in the 'Rules' list to set the name of the exchange to a
field created for that.

I would have used the Short Description field to store that name, but I
usually avoid the use of the Short Description field for storing information
as this field has certain limitations that I might not want to be limited to
perhaps in the future. I remember once being bitten by the fact that field 8
cannot be larger than 254 characters, when in the course of development
(much later) I felt the need for a larger field than that to store the
information the users might need to. I could have used it in this case but
it was more out of habit that I avoided it.

Honestly I do not understand why Remedy does away with having Short
Description as a core field. I can understand having Request ID, Submitter,
Create Date, Modified By, Last Modified Date, Status, and Assigned To as
Core fields as these fields are the heart and soul of any tracking system.

The only need of having Short Description field as one of the core fields as
I can see is having it as the default field to the Result List if none has
been defined. So there are equally good candidates than the Short
Description field for that. The Request ID for e.g.

Anyway, I already decided against the idea of using $USER$ as the means for
tracking the exchange that updated a record, and have the name of the
exchange written to one of the fields. The only thing that was limiting me
from doing that in the first place was there seems to be no way to define a
constant value to a field mapping as it looks like you can only pick from
the list of drop down fields. I haven't tried double or single quoting
values and typing them in, but since the SQL thingy worked for me, I'm
happy..

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Kelly Deaver
Sent: Wednesday, July 11, 2007 7:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: EIE: Identifying user running a data exchange


Why not set the short description field with the name of the exchange? It is
not used in CMDB for anything.

Also, you could set the Submitter name via the exchange rather than let it
default. That way you would have the same effect as your idea without
running through a bunch of licenses. As long as you aren't doing it to
circumvent licensing, it is OK to set the value.

-
Kelly Deaver
[EMAIL PROTECTED]


 Original Message 
Subject: EIE: Identifying user running a data exchange
From: Joe D'Souza <[EMAIL PROTECTED]>
Date: Tue, July 10, 2007 12:21 pm
To: arslist@ARSLIST.ORG

Listers,

This is an idea I just had but wanted to validate the reasoning behind it,
as well as invite suggestions from others who might have had to do something
similar, in case you had done something better than this..

We will be given asset data that might be coming from several data sources,
many of them being SQL servers, and we have to use EIE as a tool for data
exchange. Our choice regarding the tool is thus limited so even though it is
possible to do this directly through database links, due to the nature of
their requirement, those possibilities are ruled out.

I would like to know what you guys are doing to identify which of the n
number of exchanges defined just ran on a table, creating records or
updating some, if there is more than one exchange. For e.g. if lets say I
have created a bucket in the AR System called EIE:ComputerSystems, but there
are 2 exchanges that run on it, one named lets say EIE-001 and the other
EIE-002 each running on DB01 and DB02 respectively to bring in 2 sets of
data, I would like to know what you guys are doing for identifying one from
the other. The reason I think I would need this is to define workflow that
fires specifically for each of these exchanges.

The idea I have was to create AR users EIE-001 and EIE-002 and so on for
each of the exchange defined, so that the workflow could use the $USER$
keyword to identify the exchange.. The cost of this however would be that I
would require Fixed licenses towards each of these users if I am not to deny
them rights to modify at the time they run.

Would there be a better way of identifying these exchanges?

Maybe I'm answering my own question here (I just had this thought while
thinking this through and composing this email after writing the question
above!), but maybe by creating a field called Exchange Name in the bucket,
and hard-coding the name of the exchange in the field mapping??

Has anyone done something similar?

Your inputs would be valuable..

Joe
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Re: Submitter Mode - Locked ...Brute force?

[Grooms, Frederick W]

Once a record has been created Remedy will not let you change the
Submitter (field ID 2) field.  Submitter mode Locked means that even if
the Submitter has a Read License they will be able to update the record
(the non system fields of course) where they are the submitter not that
they can change the Submitter field.  
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Teale, Steven
Sent: Wednesday, July 11, 2007 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?


** 

Leigh,

 

There are some spreadsheets I have seen that will do some pretty clever
analysis on workflow from def files.

 

You could also run some sample logging and look for pushes to that
field.

 

Steven Teale 
AEGON Shared Services 
Louisville, Kentucky 
Phone: 502.560.2856 
Mobile: 502.243.5619 
Email:  [EMAIL PROTECTED]   
Check Us Out ! www.aegonusa.com/AITSharedServices

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leigh Gruber
Sent: Wednesday, July 11, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Submitter Mode - Locked ...Brute force?

 

Good Morning Listers,

 

We have an existing system operating with the Submitter Mode set to
Changeable.   This system has around 750 forms with a mix of Remedy and
home grown applications.  We need to change submitter mode to Locked so
we can host another custom application which must run in Submitter Mode
Locked.

 

I have 3 questions!

 

1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field?  I have set the development box to Submitter Mode
locked and tried some very limited record modification, but I don't have
any testing resources available.

 

Here's what I've tried so far on our dev system (Remedy 6.3; MS SQL
Server):

*   Analyzed Advanced search results on the object_search_details
form.  The selection criteria was ('Item Details' LIKE "%Submitter%")
AND NOT('Item Details' LIKE "%1 = 0%").  I haven't seen a problem in
resulting (100 or so) records. 
*   I've also checked the Submitter field #2 for other names it may
have. 

 

2. Are there any "gotchas" I should know about that might cause us
problems if/when I change the production system?

 

3. Is it safe to assume that our Remedy/BMC applications will NOT have
workflow that writes to the Submitter form?

 

I would appreciate any words of wisdom you might have for me.

 

Many thanks,

Leigh Gruber

  


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Re: Submitter Mode - Locked ...Brute force?

[Leigh Gruber]

Steven,

 

Turning on the logging is a good idea.  I'll try that.  

 

Do you have any additional info about the spreadsheets and how they
might do the analysis?

 

Thanks

Leigh

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Teale, Steven
Sent: Wednesday, July 11, 2007 10:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

 

Leigh,

 

There are some spreadsheets I have seen that will do some pretty clever
analysis on workflow from def files.

 

You could also run some sample logging and look for pushes to that
field.

 

Steven Teale 
AEGON Shared Services 
Louisville, Kentucky 
Phone: 502.560.2856 
Mobile: 502.243.5619 
Email:  [EMAIL PROTECTED]   
Check Us Out ! www.aegonusa.com/AITSharedServices

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leigh Gruber
Sent: Wednesday, July 11, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Submitter Mode - Locked ...Brute force?

 

Good Morning Listers,

 

We have an existing system operating with the Submitter Mode set to
Changeable.   This system has around 750 forms with a mix of Remedy and
home grown applications.  We need to change submitter mode to Locked so
we can host another custom application which must run in Submitter Mode
Locked.

 

I have 3 questions!

 

1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field?  I have set the development box to Submitter Mode
locked and tried some very limited record modification, but I don't have
any testing resources available.

 

Here's what I've tried so far on our dev system (Remedy 6.3; MS SQL
Server):

*   Analyzed Advanced search results on the object_search_details
form.  The selection criteria was ('Item Details' LIKE "%Submitter%")
AND NOT('Item Details' LIKE "%1 = 0%").  I haven't seen a problem in
resulting (100 or so) records.
*   I've also checked the Submitter field #2 for other names it may
have.

 

2. Are there any "gotchas" I should know about that might cause us
problems if/when I change the production system?

 

3. Is it safe to assume that our Remedy/BMC applications will NOT have
workflow that writes to the Submitter form?

 

I would appreciate any words of wisdom you might have for me.

 

Many thanks,

Leigh Gruber

 

 

 

 

The information contained in this message may be privileged and/or
confidential. If you are not the intended recipient, or responsible for
delivering this message to the intended recipient, any review,
forwarding, dissemination, distribution or copying of this communication
or any attachment(s) is strictly prohibited. If you have received this
message in error, please so notify the sender immediately, and delete it
and all attachments from your computer and network.

 

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

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Re: Database Sizing for tickets in remedy 7.0

[Easter, David]

Rick may be referring to this one:
 
17-Oct-2006 (White Paper) Sizing and Capacity Planning for
BMC Remedy IT Service Management 7.0 and BMC Atrium CMDB 2.0 PDF
  
 
http://www.bmc.com/supportu/documents/56/77/65677/65677.pdf
 
It can be found under 

BMC Remedy Service Desk Application
 

In the "Product Documentation" section of Support Central - although it
can also be found under other products as it is cross-linked.
 
-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 Rick Cook
Sent: Wednesday, July 11, 2007 7:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Database Sizing for tickets in remedy 7.0


** 
Oh, man, I hate the way they've changed how you find the white papers -
I think it's by product now.
 
Rick
 
On 7/11/07, Ray M <[EMAIL PROTECTED]> wrote: 

** 

Rick: under which section are these white papers?  I couldn't
find the doc.



Thanks

Ray

From: Action Request System discussion list(ARSList) [mailto:

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Re: Submitter Mode - Locked ...Brute force?

[Kaiser Norm E CIV USAF 96 CS/SCCE]

I don't believe that to be correct.  I am fairly certain (unless BMC
changed this in version 7.x), that if the Submitter Mode is set to
Changeable, the value in the Submitter field CAN be changed.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, July 11, 2007 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

 

Once a record has been created Remedy will not let you change the
Submitter (field ID 2) field.  Submitter mode Locked means that even if
the Submitter has a Read License they will be able to update the record
(the non system fields of course) where they are the submitter not that
they can change the Submitter field.  

 

Fred

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Teale, Steven
Sent: Wednesday, July 11, 2007 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

** 

Leigh,

 

There are some spreadsheets I have seen that will do some pretty clever
analysis on workflow from def files.

 

You could also run some sample logging and look for pushes to that
field.

 

Steven Teale 
AEGON Shared Services 
Louisville, Kentucky 
Phone: 502.560.2856 
Mobile: 502.243.5619 
Email:  [EMAIL PROTECTED]   
Check Us Out ! www.aegonusa.com/AITSharedServices

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leigh Gruber
Sent: Wednesday, July 11, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Submitter Mode - Locked ...Brute force?

 

Good Morning Listers,

 

We have an existing system operating with the Submitter Mode set to
Changeable.   This system has around 750 forms with a mix of Remedy and
home grown applications.  We need to change submitter mode to Locked so
we can host another custom application which must run in Submitter Mode
Locked.

 

I have 3 questions!

 

1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field?  I have set the development box to Submitter Mode
locked and tried some very limited record modification, but I don't have
any testing resources available.

 

Here's what I've tried so far on our dev system (Remedy 6.3; MS SQL
Server):

1.  Analyzed Advanced search results on the object_search_details
form.  The selection criteria was ('Item Details' LIKE "%Submitter%")
AND NOT('Item Details' LIKE "%1 = 0%").  I haven't seen a problem in
resulting (100 or so) records. 
2.  I've also checked the Submitter field #2 for other names it may
have. 

 

2. Are there any "gotchas" I should know about that might cause us
problems if/when I change the production system?

 

3. Is it safe to assume that our Remedy/BMC applications will NOT have
workflow that writes to the Submitter form?

 

I would appreciate any words of wisdom you might have for me.

 

Many thanks,

Leigh Gruber

 

__20060125___This posting was submitted with HTML in
it___

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Re: 6.3 running on Oracle 9i upgrading to 10g soon

[Grooms, Frederick W]

yes
 
This needs to be set in the init.ora file for the database and in the
the Remedy ar.conf (ar.cfg for Windows).
 
Once we added it to our servers things have run smoothly 
 
Fred
 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Wednesday, July 11, 2007 9:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 running on Oracle 9i upgrading to 10g soon


** 

Setting it to FORCE you mean?

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, July 11, 2007 10:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 running on Oracle 9i upgrading to 10g soon

 

We run 6.3 (with the Oracle 9 client) against a 10g database with no
problems.  For best performance do the Cursor_Sharing tip

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Wednesday, July 11, 2007 9:30 AM
To: arslist@ARSLIST.ORG
Subject: 6.3 running on Oracle 9i upgrading to 10g soon

** 

Hey everyone,

 

I've seen a lot of emails going around about 7 on Oracle 10g, but we're
about to upgrade our 6.3 customized application from 9i to 10g.  Has
anyone done this and had any issues?

 

Thanks,

Chris Moore

 

 


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Re: EIE Service crashing periodically with a Windows error...

[Joe D'Souza]

Axton,

That's pretty much the same case with MS-SQL. Everytime it runs it opens a
connection and doesn't close it.

This is what I have done as a workaround that I tested yesterday. I created
2 batch files one for starting EIE and the other for stopping it. I ran
these batch files in a fair interval that would give the exchanges I defined
enough time to run. Once the EIE services are stopped, it closes all the
connections to the SQL database.

So every midnight at 12:30 AM I have a batch job starting all the EIE
services. These services take no more than 5 minutes to run on my dev server
but considering it might be much more than that on the production node, I
run the second batch job to stop the EIE services at about 1:30 AM. After
the second batch is run it closes all the open connections to the SQL server

Check if that works for you.. I can safely assume in my case that these
updates would be run only periodically once a day at night, so safe to
assume that it does not need to be run when the services are down..

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Axton
Sent: Wednesday, July 11, 2007 9:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: EIE Service crashing periodically with a Windows error...

Just did a little more investigating.  It appears that EIE connects to
arserver on a configureable intervale (5 minutes in my case) to check for
changes to the data exchanges.  Every 5 minutes, it creates 1 socket connect
to the arserver and never closes the connection.  This is 1 factor causing
us to hit the hard limit for file descriptors.

EIE 7.0.1 patch 4 on Solaris 9

Axton Grams

On 7/10/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:
>
>
> Hi Chris,
>
> I recreated the one with spaces too and didn't see any difference either.
>
> In my case I may need to identify which exchange did what, so it might be
> nice for me to leave a 'stamp' behind of when an exchange updates the
form.
> This is because I might have data coming in from more than one source on
the
> same table, and each of these source might require different workflow
> actions performed on them. Unfortunately none of the core data of the form
> the exchange is performed on will identify the name of the exchange that
> performed an update.
>
> So I have tested running the SQL statement select 'constant' by picking
the
> SQL option from the 'Rules' display list, and I can set the 'constant'
value
> to a field 'Exchange Name' that I have created.
>
> A workaround to reducing the number of SQL server processes could be to
> start the EIE services using a cron job if you are on UNIX or a batch file
> using scheduled tasks on windows, at the time it needs to be run, and then
> stop it after it would have finished that job using another cron
> job/scheduled task. I've noticed that on an average, over a constant set
of
> data, the time taken to run the exchange is generally the same, so giving
it
> a fair degree of standard variation, the service could be stopped after a
> significantly longer duration than it takes to run.
>
> It is not a pretty solution (actually its not a solution) but at least can
> be used as a workaround.. It should kill the SQL server processes it
> initiated after the services are shut down as well as bring down the
memory
> consumption. Have you tried doing something similar? I think I will
attempt
> it and see if it will help any..
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of strauss
> Sent: Tuesday, July 10, 2007 5:21 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: EIE Service crashing periodically with a Windows error...
>
> **
> The only data exchange I have active is Vendor Data into AR, and is named
> "Update UNTPersonShadow" (with a space in the name) and runs on server
> instance "ARS_REMEDY7_EIE_REMEDY4_Inst_001."
>
> I copied it to a new one with no spaces in the name, made the old one
> inactive and the new one active, and restarted the service.  Starting the
> service created at least one, maybe two connections, running the first
> exchange created a total of three.  The second time the exchange ran
created
> two more, and the exchange that just finished added two more for a total
of
> seven after three data exchanges.  Peak Memory Usage has grown about 200 K
> with each data exchange.  So, changing the name does not seem to make a
> difference.  The support folks I talked to said that the actions of the
> exchange (vendor into AR, vendor into CMDB, AR into vendor, etc.) had
> contrasting effects on memory management, making it hard to optimize the
> eie.exe for all supported exchanges.
>
> Copy and Run buttons work in patch 004 - that was one of the fixes as I
> recall.
>
> Christopher Strauss, Ph.D.
> Remedy Database Administrator
> University of North Texas Computing Center
> http://remedy.unt.edu/helpdesk/
>  
>  From: Action 

Re: Submitter Mode - Locked ...Brute force?

[Shellman, David]

You are correct.  The question and response by Fred is in reference to
having the system set to Submitter Mode Locked.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Wednesday, July 11, 2007 11:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?


** 

I don't believe that to be correct.  I am fairly certain (unless BMC
changed this in version 7.x), that if the Submitter Mode is set to
Changeable, the value in the Submitter field CAN be changed.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, July 11, 2007 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

 

Once a record has been created Remedy will not let you change the
Submitter (field ID 2) field.  Submitter mode Locked means that even if
the Submitter has a Read License they will be able to update the record
(the non system fields of course) where they are the submitter not that
they can change the Submitter field.  

 

Fred

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Teale, Steven
Sent: Wednesday, July 11, 2007 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

** 

Leigh,

 

There are some spreadsheets I have seen that will do some pretty clever
analysis on workflow from def files.

 

You could also run some sample logging and look for pushes to that
field.

 

Steven Teale 
AEGON Shared Services 
Louisville, Kentucky 
Phone: 502.560.2856 
Mobile: 502.243.5619 
Email:  [EMAIL PROTECTED]   
Check Us Out ! www.aegonusa.com/AITSharedServices

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leigh Gruber
Sent: Wednesday, July 11, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Submitter Mode - Locked ...Brute force?

 

Good Morning Listers,

 

We have an existing system operating with the Submitter Mode set to
Changeable.   This system has around 750 forms with a mix of Remedy and
home grown applications.  We need to change submitter mode to Locked so
we can host another custom application which must run in Submitter Mode
Locked.

 

I have 3 questions!

 

1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field?  I have set the development box to Submitter Mode
locked and tried some very limited record modification, but I don't have
any testing resources available.

 

Here's what I've tried so far on our dev system (Remedy 6.3; MS SQL
Server):

1.  Analyzed Advanced search results on the object_search_details
form.  The selection criteria was ('Item Details' LIKE "%Submitter%")
AND NOT('Item Details' LIKE "%1 = 0%").  I haven't seen a problem in
resulting (100 or so) records. 
2.  I've also checked the Submitter field #2 for other names it may
have. 

 

2. Are there any "gotchas" I should know about that might cause us
problems if/when I change the production system?

 

3. Is it safe to assume that our Remedy/BMC applications will NOT have
workflow that writes to the Submitter form?

 

I would appreciate any words of wisdom you might have for me.

 

Many thanks,

Leigh Gruber

 

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ITSM 7, Patch 4 - Incident, Change, Problem, SLM

[Troy Sasso]

Hey folks,

Has anyone run patch 4 for ITSM 7 yet?

I noticed in my log files that there were some DEF
file failures for Patch 3 & 4, everything prior to
those seemed to work just fine during the imports.

Has anyone seen this in their patching?

Thanks,

Troy




   

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Re: DB2 Installation Issue

[Troy Sasso]

During my build of Remedy 7.x ITSM 7 on HP_Ux/DB2 we
had major issues with the AR#Admin# password, had to
use a different account to build with.

Also, we kept hitting tablespace issues with the 16k
settings. You may  have to be set to 32k during the
install.

Troy


--- John Joseph <[EMAIL PROTECTED]> wrote:

> Hi All,
> 
> While installing  AR 6.03 install over AIX with
> remote DB2 database, I am 
> encountering the following errors;
> 
> attaching to instance : ARNODE2...
> CREATing database ARSystem...
> please wait... this will take a while...
> --- error report ---
> ERROR occurred : creating the database.
> SQLCODE : -298
> SQL0298N  Bad container path.  SQLSTATE=428B2
> --- end error report ---
> 
> Any inputs will be helpful and appreciated,
> 
> Thanks In Advance,
> John Joseph
> 
>
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Re: Sever version shows old version after patching.

[Troy Sasso]

I'm having a similar issue with upgrading from AR
7.0.0 to AR 7.0.1.  After I run this upgrade my server
version is still reading AR 7.0.0





--- strauss <[EMAIL PROTECTED]> wrote:

> You will have to root around in the
> SHARE:Application_Properties records to see the
> current patch levels.
> 
> Christopher Strauss, Ph.D.
> Remedy Database Administrator
> University of North Texas Computing Center
> http://remedy.unt.edu/helpdesk/
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Uday Joshi
> Sent: Monday, July 09, 2007 11:26 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Sever version shows old version after
> patching.
> 
> At the time of applying the patch you know that you
> are applying patch 4 but I am still cursious to know
> a sure shot method to check what is the patch level
> of ITSM application, some thing similar to Server
> Information?
> 
> Best Regards,
>  
> Uday Joshi
>  
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Lunkwill
> Sent: Monday, July 09, 2007 07:58 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Sever version shows old version after
> patching.
> 
> Thanks for your answers, now I now the difference...
> It was the 7.0.2 patch 4 for BMC Remedy Change
> Management we applied.
> 
> Will check the 7.0.01 patch 3 for the server..
> 
> Thanks again.
> 
> /Regards Johan
> 
> On 9 Juli, 14:06, "Shellman, David"
> <[EMAIL PROTECTED]> wrote:
> > Axton,
> >
> > Thanks for the update on the patch level.
> >
> > Dave
> >
> >
> >
> > -Original Message-
> > From: Action Request System discussion
> list(ARSList)
> >
> > [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> > Sent: Monday, July 09, 2007 7:29 AM
> > To: [EMAIL PROTECTED]
> > Subject: Re: Sever version shows old version after
> patching.
> >
> > ARServer 7.0.1 patch 3 (email, midtier, arserver,
> etc) is available.
> >
> > Axton Grams
> >
> > On 7/9/07, Shellman, David
> <[EMAIL PROTECTED]> wrote:
> >
> > > There is a difference between the application
> versions and the 
> > > server versions.
> >
> > >  The latest server version that I'm aware of is
> 7.0.1 patch 2.
> >
> > >  Dave
> > >  --
> > >  [EMAIL PROTECTED] (Wireless)
> >
> > >  - Original Message -
> > >  From: Action Request System discussion
> list(ARSList)
> > <[EMAIL PROTECTED]>
> > >  To: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
> > >  Sent: Mon Jul 09 03:59:32 2007
> > >  Subject: Sever version shows old version after
> patching.
> >
> > >  Applied 7.0.2 patch 4 on our 7.0.01 patch 1
> system.
> > >  After this I looked in Server Information and
> saw that  Server 
> > > version still says 7.0.01 patch 1
> >
> > >  Why?
> >
> > >  I believe I've missed something.
> > >  Maybe upgrade of arserver.exe.
> > >  But this does not come with 7.0.2 patch 4
> > >  (We are running on Windows 2003.)
> >
> >
>
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Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM

[strauss]

The only errors I saw with patch 004 were with the reports - I
conclusively proved that installing patch 003 and 004 (which reapplies
003 files) overwrites the OOB crystal reports with new copies that have
the Locale field set back to NULL or in one case the full description of
the report, after which they no longer appear in your report console
(en_US installations).
 
I am currently executing ITSM patch 005 against my pre-production server
- whole new paradigm here - one installer for IM, PM, CM, and/or AM, all
languages, previous patches reapplied if needed, etc.  We'll see if they
finally got this right.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Troy Sasso
Sent: Wednesday, July 11, 2007 10:15 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7, Patch 4 - Incident, Change, Problem, SLM

Hey folks,

Has anyone run patch 4 for ITSM 7 yet?

I noticed in my log files that there were some DEF file failures for
Patch 3 & 4, everything prior to those seemed to work just fine during
the imports.

Has anyone seen this in their patching?

Thanks,

Troy




   


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Re: Submitter Mode - Locked ...Brute force?

[L. J. Head]

A copy of ARInside will tell you all workflow that touches that field to
include pushes or setfields to it.  You would need to manually check each
form...but it's better than nothing

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leigh Gruber
Sent: Wednesday, July 11, 2007 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?


** 

Steven,

 

Turning on the logging is a good idea.  I'll try that.  

 

Do you have any additional info about the spreadsheets and how they might do
the analysis?

 

Thanks

Leigh

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Teale, Steven
Sent: Wednesday, July 11, 2007 10:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

 

Leigh,

 

There are some spreadsheets I have seen that will do some pretty clever
analysis on workflow from def files.

 

You could also run some sample logging and look for pushes to that field.

 

Steven Teale 
AEGON Shared Services 
Louisville, Kentucky 
Phone: 502.560.2856 
Mobile: 502.243.5619 
Email:    [EMAIL PROTECTED] 
Check Us Out !  
www.aegonusa.com/AITSharedServices
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leigh Gruber
Sent: Wednesday, July 11, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Submitter Mode - Locked ...Brute force?

 

Good Morning Listers,

 

We have an existing system operating with the Submitter Mode set to
Changeable.   This system has around 750 forms with a mix of Remedy and home
grown applications.  We need to change submitter mode to Locked so we can
host another custom application which must run in Submitter Mode Locked.

 

I have 3 questions!

 

1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the submitter
field?  I have set the development box to Submitter Mode locked and tried
some very limited record modification, but I don't have any testing
resources available.

 

Here's what I've tried so far on our dev system (Remedy 6.3; MS SQL Server):

*   Analyzed Advanced search results on the object_search_details form.
The selection criteria was ('Item Details' LIKE "%Submitter%") AND NOT('Item
Details' LIKE "%1 = 0%").  I haven't seen a problem in resulting (100 or so)
records. 

*   I've also checked the Submitter field #2 for other names it may
have. 

 

2. Are there any "gotchas" I should know about that might cause us problems
if/when I change the production system?

 

3. Is it safe to assume that our Remedy/BMC applications will NOT have
workflow that writes to the Submitter form?

 

I would appreciate any words of wisdom you might have for me.

 

Many thanks,

Leigh Gruber

 

 

 

 

The information contained in this message may be privileged and/or
confidential. If you are not the intended recipient, or responsible for
delivering this message to the intended recipient, any review, forwarding,
dissemination, distribution or copying of this communication or any
attachment(s) is strictly prohibited. If you have received this message in
error, please so notify the sender immediately, and delete it and all
attachments from your computer and network.

 

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Re: 6.3 running on Oracle 9i upgrading to 10g soon

[Moore, Chris]

OK, thanks for your help!

 

Chris

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, July 11, 2007 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 running on Oracle 9i upgrading to 10g soon

 

yes

 

This needs to be set in the init.ora file for the database and in the
the Remedy ar.conf (ar.cfg for Windows).

 

Once we added it to our servers things have run smoothly 

 

Fred

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Wednesday, July 11, 2007 9:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 running on Oracle 9i upgrading to 10g soon

** 

Setting it to FORCE you mean?

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, July 11, 2007 10:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 running on Oracle 9i upgrading to 10g soon

 

We run 6.3 (with the Oracle 9 client) against a 10g database with no
problems.  For best performance do the Cursor_Sharing tip

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Wednesday, July 11, 2007 9:30 AM
To: arslist@ARSLIST.ORG
Subject: 6.3 running on Oracle 9i upgrading to 10g soon

** 

Hey everyone,

 

I've seen a lot of emails going around about 7 on Oracle 10g, but we're
about to upgrade our 6.3 customized application from 9i to 10g.  Has
anyone done this and had any issues?

 

Thanks,

Chris Moore

 

 

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Re: Remedy User Tool gets an application error every time you close

[Basile, Cindy]

one AL in the log, RR:MHR:OnClose
Checking RR:MHR-OnClose (999)
 -> Passed qualification -- perform if actions
  0: Run Process
 
Here is the run process action, fires on close window
SET-CHANGE-FLAG 0

 
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Wednesday, July 11, 2007 5:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy User Tool gets an application error every time you
close


** Turn on client side active link logging and see what's firing when
you close the user tool.  What version is the server?

Axton Grams


On 7/11/07, Basile, Cindy <[EMAIL PROTECTED]> wrote: 

** 
Has anyone seen this - user closes Remedy User, (V6, patch 1412
and 1454) - and this errors comes up.
Checking the admin tool, looks like the license is not being
released, (the user can log back in from the
same machine).  Log in, close the app, same error.
 
 
 
 
 


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<>

Re: Submitter Mode - Locked ...Brute force?

[Anderson, Douglas W.]

Hi Leigh,

You ought to be able to determine whether workflow modifies a Submitter field's 
contents by querying the ARS database.

Run SQL queries against the filter_set, filter_push, actlink_set, and 
actlink_push tables to see whether fieldId 2 (Submitter) is the object of any 
set-field or push-field actions. The escalation actions are stored along with 
the filter actions, so you'll get 2-for-one there.

That would not catch any direct-SQL modifications to Submitter, but I am not 
certain that having submitter mode = locked prevents those anyway.

HTH,
Doug Anderson
Mayo Clinic
Rochester, MN

Opinions expressed are necessarily mine, not necessarily those of the Mayo 
Foundation.

Original message: 
Date:    Wed, 11 Jul 2007 10:17:44 -0400
From:    Leigh Gruber <[EMAIL PROTECTED]>
Subject: Submitter Mode - Locked ...Brute force?

Good Morning Listers,

We have an existing system operating with the Submitter Mode set to
Changeable.   This system has around 750 forms with a mix of Remedy and
home grown applications.  We need to change submitter mode to Locked so
we can host another custom application which must run in Submitter Mode
Locked.

I have 3 questions!

1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field?  I have set the development box to Submitter Mode
locked and tried some very limited record modification, but I don't have
any testing resources available.



I would appreciate any words of wisdom you might have for me.

Many thanks,

Leigh Gruber

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Create broadcast on mid-tier

[William Rentfrow]

I'm having a very strange problem.
 
Vital stats: ITSM 7 on Solaris 10 using Oracle 10g with a Apache/Tomcat
mid-tier.
 
If I am in the WUT and I go to the Incident Management console and
select the "Create" button under broadcasts it works as expected.
 
In the mid-tier I get an immediate IE error that says "Caught Exception:
Access is denied" - this is followed by an IE window that pops showing
the "404 - not found" type message.
 
Even stranger - if I select the "View" button the form comes up as
expected.  As far as I can tell there is no permissions/workflow related
difference in the logging or anything related - for some reason the
"Create" button just doesn't work on the mid-tier.
 
Mid-tier log is below:
 
ActiveLink: SHR:SHR:CreateBroadcast_100_GetFunctionalRole 
True actions: 
 action 0 
FieldList.Query([object Object], @, CTM:SupportGroupFuncRoleLookUp, 3,
2) 
  Set-fields 301325300 = Broadcast Submitter 
ActiveLink: SHR:SHR:CreateBroadcast_110_NoPermissionMessage 
False actions: 
ActiveLink: SHR:SHR:CreateBroadcast_120_OpenDialog 
True actions: 
 action 0 
ARACTOpenDialog(eagnmnsu30d, CFG:Broadcast, Dialog New/Modify View, 1,
[object Object],null,null) 
Opening dialog:
/arsys/forms/eagnmnsu30d/CFG%3ABroadcast/Dialog+New%2FModify+View/?cache
id=9db07deb 
Field 301771100 input value [object Object] 
Field 100211 input value [object Object] 
Field 100220 input value [object Object] 
Field 105599 input value [object Object] 
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 

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Re: Remedy User Tool gets an application error every time you close

[Joe D'Souza]

Cindy,

>From the name of that AL it appears to be an OTB AL on ITSM 6? Does the
error go away if you disable that AL??

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Basile, Cindy
  Sent: Wednesday, July 11, 2007 11:54 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Remedy User Tool gets an application error every time you
close


  **
  one AL in the log, RR:MHR:OnClose
  Checking RR:MHR-OnClose (999)
   -> Passed qualification -- perform if actions
0: Run Process

  Here is the run process action, fires on close window
  SET-CHANGE-FLAG 0





--
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
  Sent: Wednesday, July 11, 2007 5:08 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Remedy User Tool gets an application error every time you
close


  ** Turn on client side active link logging and see what's firing when you
close the user tool.  What version is the server?

  Axton Grams


  On 7/11/07, Basile, Cindy <[EMAIL PROTECTED]> wrote:
**
Has anyone seen this - user closes Remedy User, (V6, patch 1412 and
1454) - and this errors comes up.
Checking the admin tool, looks like the license is not being released,
(the user can log back in from the
same machine).  Log in, close the app, same error.



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Re: Submitter Mode - Locked ...Brute force?

[Leigh Gruber]

Doug,

 

I completely forgot about possible DIRECT SQL commands.  I'll add them
to my list of things to check.

 

Also I'll take a look at the filter_set tables too.  I know there
are many push actions which create new records.  They aren't a problem,
but sorting out the new record push actions from any that might attempt
to update an existing record is my concern.  

 

Thanks

Leigh

 



From: Anderson, Douglas W. [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, July 11, 2007 11:54 AM
To: listmembers- arslist
Cc: Leigh Gruber
Subject: Re: Submitter Mode - Locked ...Brute force?

 

 

Hi Leigh,

You ought to be able to determine whether workflow modifies a Submitter
field's contents by querying the ARS database.

Run SQL queries against the filter_set, filter_push, actlink_set, and
actlink_push tables to see whether fieldId 2 (Submitter) is the object
of any set-field or push-field actions. The escalation actions are
stored along with the filter actions, so you'll get 2-for-one there.

That would not catch any direct-SQL modifications to Submitter, but I am
not certain that having submitter mode = locked prevents those anyway.

HTH,
Doug Anderson
Mayo Clinic
Rochester, MN

Opinions expressed are necessarily mine, not necessarily those of the
Mayo Foundation.

Original message:
Date:Wed, 11 Jul 2007 10:17:44 -0400
From:Leigh Gruber <[EMAIL PROTECTED]>
Subject: Submitter Mode - Locked ...Brute force?

Good Morning Listers,

We have an existing system operating with the Submitter Mode set to
Changeable.   This system has around 750 forms with a mix of Remedy and
home grown applications.  We need to change submitter mode to Locked so
we can host another custom application which must run in Submitter Mode
Locked.

I have 3 questions!

1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field?  I have set the development box to Submitter Mode
locked and tried some very limited record modification, but I don't have
any testing resources available.



I would appreciate any words of wisdom you might have for me.

Many thanks,

Leigh Gruber 



The information contained in this message may be privileged and/or 
confidential. If you are not the intended recipient, or responsible for 
delivering this message to the intended recipient, any review, forwarding, 
dissemination, distribution or copying of this communication or any 
attachment(s) is strictly prohibited. If you have received this message in 
error, please so notify the sender immediately, and delete it and all 
attachments from your computer and network.


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Re: Create broadcast on mid-tier

[Joe D'Souza]

William,

The access issue you are facing sound more like an OS access problem and not
so much a AR System access problem.. 404 errors are usually a good
indication of inadequate access to files or directories..

For some reason it looks like the path your Mid-Tier tries to consume, when
you hit the create button is not accessible by the OS user that is running
your web services that hosts your Mid-Tier installation..

I would check with the permissions your OS web service user has on the
Mid-Tier directories.

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of William Rentfrow
  Sent: Wednesday, July 11, 2007 12:00 PM
  To: arslist@ARSLIST.ORG
  Subject: Create broadcast on mid-tier


  **
  I'm having a very strange problem.

  Vital stats: ITSM 7 on Solaris 10 using Oracle 10g with a Apache/Tomcat
mid-tier.

  If I am in the WUT and I go to the Incident Management console and select
the "Create" button under broadcasts it works as expected.

  In the mid-tier I get an immediate IE error that says "Caught Exception:
Access is denied" - this is followed by an IE window that pops showing the
"404 - not found" type message.

  Even stranger - if I select the "View" button the form comes up as
expected.  As far as I can tell there is no permissions/workflow related
difference in the logging or anything related - for some reason the "Create"
button just doesn't work on the mid-tier.

  Mid-tier log is below:

  ActiveLink: SHR:SHR:CreateBroadcast_100_GetFunctionalRole
  True actions:
   action 0
  FieldList.Query([object Object], @, CTM:SupportGroupFuncRoleLookUp, 3, 2)
Set-fields 301325300 = Broadcast Submitter
  ActiveLink: SHR:SHR:CreateBroadcast_110_NoPermissionMessage
  False actions:
  ActiveLink: SHR:SHR:CreateBroadcast_120_OpenDialog
  True actions:
   action 0
  ARACTOpenDialog(eagnmnsu30d, CFG:Broadcast, Dialog New/Modify View, 1,
[object Object],null,null)
  Opening dialog:
/arsys/forms/eagnmnsu30d/CFG%3ABroadcast/Dialog+New%2FModify+View/?cacheid=9
db07deb
  Field 301771100 input value [object Object]
  Field 100211 input value [object Object]
  Field 100220 input value [object Object]
  Field 105599 input value [object Object]

  William Rentfrow, Principal Consultant
  [EMAIL PROTECTED]
  C 701-306-6157
  O 952-432-0227

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Re: Remedy User Tool gets an application error every time you close

[Ron Legters]

Is everyone getting this, or just some? I'm remembering this happening
to all my users when we were on 6, and it was just a bug in the user
tool. I would try a newer patch for the v6 user and see if it goes away.
 

Thanks, 
Ron
Tools Admin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Basile, Cindy
Sent: Wednesday, July 11, 2007 12:16 AM
To: arslist@ARSLIST.ORG
Subject: Remedy User Tool gets an application error every time you close


** 
Has anyone seen this - user closes Remedy User, (V6, patch 1412 and
1454) - and this errors comes up.
Checking the admin tool, looks like the license is not being released,
(the user can log back in from the
same machine).  Log in, close the app, same error.
 
 
 
 
 


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Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM

[Joe D'Souza]

Troy, Chris,

I noticed another problem too in patch 4.

The help file paths get a little messed up and you can no longer open help
files on your ITSM apps..

I had to relocate by copying the help files to the folders it now expects
after the installation of patch 4. I think this path gets overwritten when
changes are made to the share application properties form on upgrading to
patch 4.

Chris, did you face the same issue?

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Wednesday, July 11, 2007 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM


The only errors I saw with patch 004 were with the reports - I conclusively
proved that installing patch 003 and 004 (which reapplies 003 files)
overwrites the OOB crystal reports with new copies that have the Locale
field set back to NULL or in one case the full description of the report,
after which they no longer appear in your report console (en_US
installations).

I am currently executing ITSM patch 005 against my pre-production server -
whole new paradigm here - one installer for IM, PM, CM, and/or AM, all
languages, previous patches reapplied if needed, etc.  We'll see if they
finally got this right.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Troy Sasso
Sent: Wednesday, July 11, 2007 10:15 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7, Patch 4 - Incident, Change, Problem, SLM

Hey folks,

Has anyone run patch 4 for ITSM 7 yet?

I noticed in my log files that there were some DEF file failures for Patch 3
& 4, everything prior to those seemed to work just fine during the imports.

Has anyone seen this in their patching?

Thanks,

Troy
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5:44 PM

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Re: Submitter Mode - Locked ...Brute force?

[Joe D'Souza]

Re: Submitter Mode - Locked ...Brute force?I do not think it would catch
Direct SQL commands as an SQL statement in a Direct SQL command is not
evaluated by the ARS before its passed to the DB for execution. You could
pretty much type Hello and pass that to SQL and it would error only at the
time of execution.

However if you try to change the submitter value using Direct SQL, the
database server would not return a valid SQL statement as an error and hence
I am pretty certain it would execute..

Whether you are or not ALLOWED to do that without breaking a license
agreement, I am not certain.

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Anderson, Douglas W.
  Sent: Wednesday, July 11, 2007 11:54 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Submitter Mode - Locked ...Brute force?


  **

  Hi Leigh,

  You ought to be able to determine whether workflow modifies a Submitter
field's contents by querying the ARS database.

  Run SQL queries against the filter_set, filter_push, actlink_set, and
actlink_push tables to see whether fieldId 2 (Submitter) is the object of
any set-field or push-field actions. The escalation actions are stored along
with the filter actions, so you'll get 2-for-one there.

  That would not catch any direct-SQL modifications to Submitter, but I am
not certain that having submitter mode = locked prevents those anyway.

  HTH,
  Doug Anderson
  Mayo Clinic
  Rochester, MN

  Opinions expressed are necessarily mine, not necessarily those of the Mayo
Foundation.

  Original message:
  Date:Wed, 11 Jul 2007 10:17:44 -0400
  From:Leigh Gruber <[EMAIL PROTECTED]>
  Subject: Submitter Mode - Locked ...Brute force?

  Good Morning Listers,

  We have an existing system operating with the Submitter Mode set to
  Changeable.   This system has around 750 forms with a mix of Remedy and
  home grown applications.  We need to change submitter mode to Locked so
  we can host another custom application which must run in Submitter Mode
  Locked.

  I have 3 questions!

  1. Is there any way, other than ones that require "brute force", to
  determine if the original system has workflow that modifies the
  submitter field?  I have set the development box to Submitter Mode
  locked and tried some very limited record modification, but I don't have
  any testing resources available.

  

  I would appreciate any words of wisdom you might have for me.

  Many thanks,

  Leigh Gruber

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.476 / Virus Database: 269.10.2/894 - Release Date: 7/10/2007
5:44 PM

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Re: Submitter Mode - Locked ...Brute force?

[L. J. Head]

ARInside might be able to help

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leigh Gruber
Sent: Wednesday, July 11, 2007 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?


** 

Doug,

 

I completely forgot about possible DIRECT SQL commands.  I'll add them to my
list of things to check.

 

Also I'll take a look at the filter_set.. tables too.  I know there are many
push actions which create new records.  They aren't a problem, but sorting
out the new record push actions from any that might attempt to update an
existing record is my concern.  

 

Thanks

Leigh

 

  _  

From: Anderson, Douglas W. [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, July 11, 2007 11:54 AM
To: listmembers- arslist
Cc: Leigh Gruber
Subject: Re: Submitter Mode - Locked ...Brute force?

 

 

Hi Leigh,

You ought to be able to determine whether workflow modifies a Submitter
field's contents by querying the ARS database.

Run SQL queries against the filter_set, filter_push, actlink_set, and
actlink_push tables to see whether fieldId 2 (Submitter) is the object of
any set-field or push-field actions. The escalation actions are stored along
with the filter actions, so you'll get 2-for-one there.

That would not catch any direct-SQL modifications to Submitter, but I am not
certain that having submitter mode = locked prevents those anyway.

HTH,
Doug Anderson
Mayo Clinic
Rochester, MN

Opinions expressed are necessarily mine, not necessarily those of the Mayo
Foundation.

Original message:
Date:Wed, 11 Jul 2007 10:17:44 -0400
From:Leigh Gruber <[EMAIL PROTECTED]>
Subject: Submitter Mode - Locked ...Brute force?

Good Morning Listers,

We have an existing system operating with the Submitter Mode set to
Changeable.   This system has around 750 forms with a mix of Remedy and
home grown applications.  We need to change submitter mode to Locked so
we can host another custom application which must run in Submitter Mode
Locked.

I have 3 questions!

1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field?  I have set the development box to Submitter Mode
locked and tried some very limited record modification, but I don't have
any testing resources available.



I would appreciate any words of wisdom you might have for me.

Many thanks,

Leigh Gruber 

 

The information contained in this message may be privileged and/or
confidential. If you are not the intended recipient, or responsible for
delivering this message to the intended recipient, any review, forwarding,
dissemination, distribution or copying of this communication or any
attachment(s) is strictly prohibited. If you have received this message in
error, please so notify the sender immediately, and delete it and all
attachments from your computer and network.

 

__20060125___This posting was submitted with HTML in
it___ 

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Re: Submitter Mode - Locked ...Brute force?

[Leigh Gruber]

Yes, I think at the very least it would contrary to the spirit of the
license agreement to change submitter field with SQL, if the mode was
locked.  Our mode is currently changeable, so I would just need to be
sure we didn't do that in the past!  It seems unlikely.

Thanks,

L.

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, July 11, 2007 12:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

 

I do not think it would catch Direct SQL commands as an SQL statement in
a Direct SQL command is not evaluated by the ARS before its passed to
the DB for execution. You could pretty much type Hello and pass that to
SQL and it would error only at the time of execution.

 

However if you try to change the submitter value using Direct SQL, the
database server would not return a valid SQL statement as an error and
hence I am pretty certain it would execute..

 

Whether you are or not ALLOWED to do that without breaking a license
agreement, I am not certain.

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Anderson, Douglas W.
Sent: Wednesday, July 11, 2007 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

** 

Hi Leigh,

You ought to be able to determine whether workflow modifies a
Submitter field's contents by querying the ARS database.

Run SQL queries against the filter_set, filter_push,
actlink_set, and actlink_push tables to see whether fieldId 2
(Submitter) is the object of any set-field or push-field actions. The
escalation actions are stored along with the filter actions, so you'll
get 2-for-one there.

That would not catch any direct-SQL modifications to Submitter,
but I am not certain that having submitter mode = locked prevents those
anyway.

HTH,
Doug Anderson
Mayo Clinic
Rochester, MN

Opinions expressed are necessarily mine, not necessarily those
of the Mayo Foundation.

Original message:
Date:Wed, 11 Jul 2007 10:17:44 -0400
From:Leigh Gruber <[EMAIL PROTECTED]>
Subject: Submitter Mode - Locked ...Brute force?

Good Morning Listers,

We have an existing system operating with the Submitter Mode set
to
Changeable.   This system has around 750 forms with a mix of
Remedy and
home grown applications.  We need to change submitter mode to
Locked so
we can host another custom application which must run in
Submitter Mode
Locked.

I have 3 questions!

1. Is there any way, other than ones that require "brute force",
to
determine if the original system has workflow that modifies the
submitter field?  I have set the development box to Submitter
Mode
locked and tried some very limited record modification, but I
don't have
any testing resources available.



I would appreciate any words of wisdom you might have for me.

Many thanks,

Leigh Gruber

__20060125___This posting was submitted with HTML in
it___


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confidential. If you are not the intended recipient, or responsible for 
delivering this message to the intended recipient, any review, forwarding, 
dissemination, distribution or copying of this communication or any 
attachment(s) is strictly prohibited. If you have received this message in 
error, please so notify the sender immediately, and delete it and all 
attachments from your computer and network.


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Re: Submitter Mode - Locked ...Brute force?

[Shellman, David]

Fred,
 
Norm and I have been having a side discussion.  Each of us read your
response differently.  I get in trouble when I assume.  Could you
clarify your response for me?
 
Thanks,
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, July 11, 2007 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?


** 
Once a record has been created Remedy will not let you change the
Submitter (field ID 2) field.  Submitter mode Locked means that even if
the Submitter has a Read License they will be able to update the record
(the non system fields of course) where they are the submitter not that
they can change the Submitter field.  
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Teale, Steven
Sent: Wednesday, July 11, 2007 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?


** 

Leigh,

 

There are some spreadsheets I have seen that will do some pretty clever
analysis on workflow from def files.

 

You could also run some sample logging and look for pushes to that
field.

 

Steven Teale 
AEGON Shared Services 
Louisville, Kentucky 
Phone: 502.560.2856 
Mobile: 502.243.5619 
Email:  [EMAIL PROTECTED]   
Check Us Out ! www.aegonusa.com/AITSharedServices

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leigh Gruber
Sent: Wednesday, July 11, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Submitter Mode - Locked ...Brute force?

 

Good Morning Listers,

 

We have an existing system operating with the Submitter Mode set to
Changeable.   This system has around 750 forms with a mix of Remedy and
home grown applications.  We need to change submitter mode to Locked so
we can host another custom application which must run in Submitter Mode
Locked.

 

I have 3 questions!

 

1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field?  I have set the development box to Submitter Mode
locked and tried some very limited record modification, but I don't have
any testing resources available.

 

Here's what I've tried so far on our dev system (Remedy 6.3; MS SQL
Server):

*   Analyzed Advanced search results on the object_search_details
form.  The selection criteria was ('Item Details' LIKE "%Submitter%")
AND NOT('Item Details' LIKE "%1 = 0%").  I haven't seen a problem in
resulting (100 or so) records. 
*   I've also checked the Submitter field #2 for other names it may
have. 

 

2. Are there any "gotchas" I should know about that might cause us
problems if/when I change the production system?

 

3. Is it safe to assume that our Remedy/BMC applications will NOT have
workflow that writes to the Submitter form?

 

I would appreciate any words of wisdom you might have for me.

 

Many thanks,

Leigh Gruber

  

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Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3 (UNCLASSIFIED)

[Susan Palmer]

Scott,

What issues were you seeing with the v7 client if you didn't upgrade
to 6.3first?

Thanks,
Susan


On 7/11/07, HARTWICK, SCOTT G CTR DISA JSSC <[EMAIL PROTECTED]>
wrote:


Classification:  UNCLASSIFIED
Caveats: NONE

Rob,

At my previous location I did the 5.1.2 to 7.0.1px upgrade.

What I discovered along the way was you may need to install more of the
intermediate upgrades along the way. And don't forget to install the
email engine along the way also.

For example: upgrade to the lasted ARS 6.3 Server/email/admin/user, then
install the first 7.0x version of Server/email/admin/user then, install
the patchs for Server/email/admin/user along the way until you get to
the latest 7.0.1p3 (soon to be 7.1).

Although BMC keeps stating the latest version is cumulative. It may be,
but the various installers look for specific install paths and forms
from earlier intermediate installs. I regularly had to go back to an
earlier patch and do the the next patch instead of going directly to the
latest.

Same rule applied to 5.1.2x to 6.3x. When I skipped the email install
thinking I could just do the latest one once I got to 7.0.1x, it took a
while to undo what the installer couldn't complete because it couldn't
complete normally.

Hope this helps,
Scott.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Broyles Robert K Mr CTR USAF
96 CS/SCCE
Sent: Wednesday, July 11, 2007 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3

Do the same incompatabilities exist with 5.1.2 clients to 7.0.1 server
P#?  While talking with a senior developer, I thought that upgrading the
clients first and then the server could help.  I havent' done to much on
7.x yet.  Does anyone have any issues with that approach?  Our
environment is windows server 2003 standard edition sp2, SQL server 2000
sp4, ARS 6.3 p21.

Rob


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Classification:  UNCLASSIFIED
Caveats: NONE


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Field ID 115 - Write License Pool

[igor ivanov]

Hello, All

For example, User belongs to two Groups with ARS Floating License Pools.

It is (the Group Name/ID) supposed to be stored in the Reserved Field ID 
115 (The license pool from licenses are taken) in the User Form (p607 
Basic Guide).

I have Group Form upgraded from ver 4 to 6.03 with attached Char Menu 
(from 11/2003) SHR:AppLicense, with all "Application Licenses", HD, CH, AM 
fixed and floating. We do not have SLA even installed...

Is it not upgraded or it is not being used at all?

Does anybody have OOTB ARS 6.03 installed without any Remedy Apps to check 
for associated workflow or menu for this field on Group Form?

any info greatly appreciated,

Thanks


:   Igor Ivanov - Remedy Sr. Developer - DBC Contractor
:   BLAST - Business Line Application Support Team
:   Office of the CIO
:   FAS - GSA Federal Acquisition Service
:   Ph:   703.605.1837
:   ICQ: 239.456.713

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Re: ARS v7.0.1P2 LIST threads initiate inexplainably

[Susan Palmer]

The stack errors come across as ARNOTE20 errors and they restart
themselves.  They can be FAST or LIST, although mostly FAST.

We are not getting arerror 93's.

We don't have any plugins.  We do have HD v5.0.  So I am getting some
periodic rappsrv errors.

It almost seems like when someone, obviously not everyone, logs in it can
start the thread-storm.  I'm just grasping at straws because the time
correlation to the initial thread error doesn't seem quite close enough.

We've had 3 storms already today.  I feel like I'm in Toronado alley.

I think we'll try and go to Patch 3 tonight.

If that doesn't work better I need to figure out a plan to move back to some
other version because this is a killer.  How does bmc expect to keep
customers if we can't keep the server up!  It will take years to win back
confidence in the product with my customers.

Susan




On 7/11/07, Tony Worthington <[EMAIL PROTECTED]> wrote:


Susan, Axton, Ben, etc...

We have the same issues.  Our server comes and goes as it pleases, and
we've yet to track down exactly what the cause is.  We do know some of our
problems stem from plugins, most of the time it's ardbcquery.  The easiest
way to crash a thread is to open either the Overview or Problem console.
Other times, the server just gives up, we get ARERR93's and end up having
to restart the service.

I think things have gotten worse after patch002 and 003, but things have
never been stable.

Here's an excerpt from a High priority ticket we have open -- with no
solutions so far:

Faulting application arcmdbd.exe, version 2.0.1.3, faulting module
arcmdbd.exe, version 2.0.1.3, fault address 0xa981.

Mon Jul 02 12:45:05 2007  390695 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Mon Jul 02 12:45:05 2007 0xc005
Mon Jul 02 12:45:05 2007  390695 : AR System server terminated -- fatal
error encountered (ARNOTE 21)
Mon Jul 02 12:46:12 2007  390695 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Mon Jul 02 12:46:12 2007 0xc005

We're running with lots of threads, but are on a 8 processor (dual core
3ghz) box with 18gb of ram.  :-)  Remedy is still slow.  Our DB flies, and
network is fine.

Private-RPC-Socket:  390601   2   8
Private-RPC-Socket:  390620   4   8
Private-RPC-Socket:  390621   2   8
Private-RPC-Socket:  390626   4  12
Private-RPC-Socket:  390627   2   8
Private-RPC-Socket:  390628   12 12
Private-RPC-Socket:  390629   2   8
Private-RPC-Socket:  390635   4   8
Private-RPC-Socket:  390690   1   6


Windows 2003R2 EE
7.0.0.1 patch 003
Remote Oracle 10gR2 RAC/Linux
ITSM7p004

-tony

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



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

07/11/2007 12:02 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: ARS v7.0.1P2 LIST threads initiate inexplainably






**
Axton and Susan, you're not alone with the stack errors.  I've been
plagued with them since my launch back in Feb.  In my situation the server
runs about 2 weeks and crashes and usually recovers on its own.  One
problem I had which I could reproduce crashing the server was fixed by
patch 3 so I think what Davies is saying applied to that.  The stack
problems have gotten a little better, but still happens.  I have API,
Escalation, Filter, SQL and Thread logging turned on and am currently
waiting for the next crash.  So I'll post then with any interesting
information that surfaces from that.

Susan, sounds like you're having a worse problem than I am.  How often do
the crashes happen, does the arserver recover on its own?

Currently on Server 7.0.1 patch 2 and ITSM 7.0.2 patch 3 for all modules
connecting to Oracle 10g db.

Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946


"Davies, J.T." <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"

07/10/2007 05:38 PM

Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: ARS v7.0.1P2 LIST threads initiate inexplainably








**
Hi Susan,

I've experienced these errors before, too, a long time ago: Signal 5
termination on a specific thread.

I was able to trace it back to a workflow problem, and with your jump from
5.1.2 to 7.0, I'd imagine you might be in the same boat.

What I found was with the Run Process commands.

To give an example:

You're calling the Application-Delete-Entry command.  It's expecting two
inputs: Form and ID.

The problem is akin to receiving a bad input value.  Perhaps the ID was
missing, or the Form name was invalid...some wacky scenario where the
command raised an error, and thus, the users execution died.

I also found the errors were occurring if a command was expecting an
integer value (say, the number of seconds to offset on a Business Time
command), but the input was some character string ("ABC").

You might see if your logs (Filter and SQL) can narrow this down for y

Re: ARS v7.0.1P2 LIST threads initiate inexplainably

[Susan Palmer]

It's almost like ar server creates the threads initially.  Then as it feels
there's a need it creates more threads.  But at some point it cannot see or
doesn't think an existing thread is available for use so it keeps creating
them until whaalaa ... you hit the max.

Why can't the ar server see that the thread is there and available for use
???

Susan





On 7/11/07, Susan Palmer <[EMAIL PROTECTED]> wrote:


The stack errors come across as ARNOTE20 errors and they restart
themselves.  They can be FAST or LIST, although mostly FAST.

We are not getting arerror 93's.

We don't have any plugins.  We do have HD v5.0.  So I am getting some
periodic rappsrv errors.

It almost seems like when someone, obviously not everyone, logs in it can
start the thread-storm.  I'm just grasping at straws because the time
correlation to the initial thread error doesn't seem quite close enough.

We've had 3 storms already today.  I feel like I'm in Toronado alley.

I think we'll try and go to Patch 3 tonight.

If that doesn't work better I need to figure out a plan to move back to
some other version because this is a killer.  How does bmc expect to keep
customers if we can't keep the server up!  It will take years to win back
confidence in the product with my customers.

Susan




On 7/11/07, Tony Worthington <[EMAIL PROTECTED]> wrote:
>
> Susan, Axton, Ben, etc...
>
> We have the same issues.  Our server comes and goes as it pleases, and
> we've yet to track down exactly what the cause is.  We do know some of
> our
> problems stem from plugins, most of the time it's ardbcquery.  The
> easiest
> way to crash a thread is to open either the Overview or Problem console.
>
> Other times, the server just gives up, we get ARERR93's and end up
> having
> to restart the service.
>
> I think things have gotten worse after patch002 and 003, but things have
> never been stable.
>
> Here's an excerpt from a High priority ticket we have open -- with no
> solutions so far:
>
> Faulting application arcmdbd.exe, version 2.0.1.3, faulting module
> arcmdbd.exe, version 2.0.1.3, fault address 0xa981.
>
> Mon Jul 02 12:45:05 2007  390695 : AR System server terminated when a
> signal/exception was received by the server (ARNOTE 20)
> Mon Jul 02 12:45:05 2007 0xc005
> Mon Jul 02 12:45:05 2007  390695 : AR System server terminated -- fatal
> error encountered (ARNOTE 21)
> Mon Jul 02 12:46:12 2007  390695 : AR System server terminated when a
> signal/exception was received by the server (ARNOTE 20)
> Mon Jul 02 12:46:12 2007 0xc005
>
> We're running with lots of threads, but are on a 8 processor (dual core
> 3ghz) box with 18gb of ram.  :-)  Remedy is still slow.  Our DB flies,
> and
> network is fine.
>
> Private-RPC-Socket:  390601   2   8
> Private-RPC-Socket:  390620   4   8
> Private-RPC-Socket:  390621   2   8
> Private-RPC-Socket:  390626   4  12
> Private-RPC-Socket:  390627   2   8
> Private-RPC-Socket:  390628   12 12
> Private-RPC-Socket:  390629   2   8
> Private-RPC-Socket:  390635   4   8
> Private-RPC-Socket:  390690   1   6
>
>
> Windows 2003R2 EE
> 7.0.0.1 patch 003
> Remote Oracle 10gR2 RAC/Linux
> ITSM7p004
>
> -tony
>
> --
> Tony Worthington
> [EMAIL PROTECTED]
> 262-703-5911
>
>
>
> Ben Cantatore < [EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)"
> 
> 07/11/2007 12:02 AM
> Please respond to
> arslist@ARSLIST.ORG
>
>
> To
> arslist@ARSLIST.ORG
> cc
>
> Subject
> Re: ARS v7.0.1P2 LIST threads initiate inexplainably
>
>
>
>
>
>
> **
> Axton and Susan, you're not alone with the stack errors.  I've been
> plagued with them since my launch back in Feb.  In my situation the
> server
> runs about 2 weeks and crashes and usually recovers on its own.  One
> problem I had which I could reproduce crashing the server was fixed by
> patch 3 so I think what Davies is saying applied to that.  The stack
> problems have gotten a little better, but still happens.  I have API,
> Escalation, Filter, SQL and Thread logging turned on and am currently
> waiting for the next crash.  So I'll post then with any interesting
> information that surfaces from that.
>
> Susan, sounds like you're having a worse problem than I am.  How often
> do
> the crashes happen, does the arserver recover on its own?
>
> Currently on Server 7.0.1 patch 2 and ITSM 7.0.2 patch 3 for all modules
> connecting to Oracle 10g db.
>
> Ben Cantatore
> Remedy Administrator
> Avon
> (914) 935-2946
>
>
> "Davies, J.T." <[EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)"
> < arslist@ARSLIST.ORG>
> 07/10/2007 05:38 PM
>
> Please respond to
> arslist@ARSLIST.ORG
>
>
> To
> arslist@ARSLIST.ORG
> cc
>
> Subject
> Re: ARS v7.0.1P2 LIST threads initiate inexplainably
>
>
>
>
>
>
>
>
> **
> Hi Susan,
>
> I've experienced these errors before, too, a long time ago: Signal 5
> termination on a specific thread.
>
> I was able to trace it back to a workflow problem, and with your jump
> from
> 5.1.2 to 7.0, I'd imagine y

Re: Submitter Mode - Locked ...Brute force?

[Mike White]

Yup - this one got us stumped, too.

Submitter Mode Locked simply means that the value entered in Field ID 2 for
a record can't be changed after it's been created.

Fred's response seems to indicate that there's some kind license or
permission behavior difference relative to Submitter Mode setting, which I
don't believe to be the case.  That said, Submitter is a permission group,
and changing the value of Submitter could reassign permissions from one
person to another, but that's not the central point here.

There was a subsequent thread that changing Submitter Mode and/or using
Direct SQL to do so would violate the spirit of the license agreement.  I
don't understand what Submitter Mode has to do with licenses - it's simply
a server setting that allows or disallows the value in a field to be
changed.

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



  
  "Shellman, David" 
  
  <[EMAIL PROTECTED]To:   arslist@ARSLIST.ORG   

  RONICS.COM> cc:   
  
  Sent by: "Action RequestSubject:  Re: Submitter 
Mode - Locked ...Brute force?   
  System discussion 
  
  list(ARSList)"
  
   
  

  

  
  07/11/2007 12:46  
  
  Please respond to 
  
  arslist   
  

  

  




**
Fred,

Norm and I have been having a side discussion.  Each of us read your
response differently.  I get in trouble when I assume.  Could you clarify
your response for me?

Thanks,
Dave

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, July 11, 2007 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

**
Once a record has been created Remedy will not let you change the Submitter
(field ID 2) field.  Submitter mode Locked means that even if the Submitter
has a Read License they will be able to update the record (the non system
fields of course) where they are the submitter not that they can change the
Submitter field.

Fred

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Teale, Steven
Sent: Wednesday, July 11, 2007 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

**
Leigh,

There are some spreadsheets I have seen that will do some pretty clever
analysis on workflow from def files.

You could also run some sample logging and look for pushes to that field.



Steven Teale
AEGON Shared Services
Louisville, Kentucky
Phone: 502.560.2856
Mobile: 502.243.5619
Email:  [EMAIL PROTECTED]
Check Us Out ! www.aegonusa.com/AITSharedServices <
http://www.aegonusa.com/AITSharedServices>

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leigh Gruber
Sent: Wednesday, July 11, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Submitter Mode - Locked ...Brute force?

Good Morning Listers,

We have an existing system operating with the Submitter Mode set to
Changeable.   This system has around 750 forms with a mix of Remedy and
home grown applications.  We need to change submitter mode to Locked so we
can host another custom application which must run in Submitter Mode
Locked.

I have 3 questions!

1. Is there any way, other than ones that require “brute force”, to
determine if the original system 

Re: Submitter Mode - Locked ...Brute force?

[Carey Matthew Black]

Leigh,

I totally agree with your concerns about changing the "Submitter mode"
value on an ARS server.. They are well founded.


If you have an application that is designed for "Submitter mode" =
"Locked" then it should also work fine on a server with "Submitter
mode" = "Changeable" too. However the reverse is not true. ( If the
application is designed for "Changeable" it _may_ not work in a
"Locked" environment. )


Personally I think the behavior of a Push action should be more
intelligent to the environment setting of "Submitter mode" during its
"Modify" behavior. If "Submitter mode" = "Locked" then field 2 values
should never be "Pushed" to the target record for a Modify. (Yes it
can be sent during a "Submit".) It just seems like a simple change to
make that would prevent a lot of pain for all application developers.
Maybe it becomes a footnote in some of the docs, but the reason the
workflow would work "that way" is to honor the user defined
configuration of the AR Server.


I have often wondered how much effort was put into the OOB  apps due
to the above "gotchas" with ARS workflow and the "Submitter mode"
setting.



I also think some changes should be made in the "by matching field ID"
stuff too. But this is a slightly different topic for Push actions and
does not depend on "Submitter mode".

Like prevent modify of core field IDs ( field ID 1-99) by default.
There might be a need/want to also allow a way to define exceptions to
core field IDs to force them to be "modified" too.  I can see some
arguments for the fields 4,7, 8, and maybe for other fields like 16-99
[If I knew what those fields are. :) ]. But you could just as easily
define a local, non-core field that you could use to communicate those
few "core field values" too. So the workaround for not having an
exception list would be easy enough to do and keep the change in the
basic action much smaller. So the exception list would be overkill in
my book.


Back to your original questions:

"
1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field?  I have set the development box to Submitter Mode
locked and tried some very limited record modification, but I don't
have any testing resources available.
"
   Testing is the most accurate way to know the actual answer.
   In theory you might find a bug that "includes" field 2 in a push
action even though it is not defined in the workflow. (Like the ARS
Server incorrectly parse the Push action and splits a 2 off the end of
a different field ID that was actully in the Push action. ) But that
kind of bug has not been seen by me, and I hope it never is. :)
   However, looking through the workflow is your best "predictive"
approach to the problem. Several good tools have been listed. However
I think ARSDocs was left out of the list. So let me push that one out
there too...

https://sourceforge.net/projects/arsdoc




"
2. Are there any "gotchas" I should know about that might cause us
problems if/when I change the production system?
"
   Yep.

First you have to stop and start the AR Server to make the newly
changed Mode effective. So you need a change window to have an outage
to change the setting. And if you find problems in production then you
have to make the choice between having an outage or living with the
problem until you can have an outage.

If you find workflow (Push or Set actions) that try to alter the field
then the users will be BLOCKED from using the application (as they
expect it to work) after you go from "Changed" to "Locked".



"
3. Is it safe to assume that our Remedy/BMC applications will NOT have
workflow that writes to the Submitter form?
"
   Uh... IMHO, that is not a save assumption to make. There were many
versions of the OOB's that were not fully "Submitter Mode" = "Locked"
compliant. Those need checking/testing too.

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.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers 
Are"

Re: Submitter Mode - Locked ...Brute force?

[Kaiser Norm E CIV USAF 96 CS/SCCE]

Well, the submitter mode is tied to the license agreement.  Here's how
it works...or it least how I explain it to myself:

 

The default mode is submitter mode is changeable, meaning the value of
the submitter field can be changed via workflow.  In this mode, people
with read licenses cannot update records submitted by themselves,
because then it would be very easy to circumvent the write license
enforcing code all together.  That is, if a person with a read license
can update a record if he's the submitter AND the submitter value can be
changed with workflow, one could easily design a system whereby a user
with a "free" read license could update ANY record by simply first
changing the submitter value to the username of the person desiring to
make the change.

 

So to prevent this, if you set the submitter mode to LOCKED, a person
with a read license can update a record HE created, but the submitter
field is unchangeable...PERIOD.  If submitter is changeable, the
submitter field value can be changed via workflow, but people with read
licenses cannot update records.

 

In short, it's just a measure to help prevent people from skirting the
license agreement.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike White
Sent: Wednesday, July 11, 2007 12:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

 

Yup - this one got us stumped, too.

Submitter Mode Locked simply means that the value entered in Field ID 2
for a record can't be changed after it's been created.

Fred's response seems to indicate that there's some kind license or
permission behavior difference relative to Submitter Mode setting, which
I don't believe to be the case. That said, Submitter is a permission
group, and changing the value of Submitter could reassign permissions
from one person to another, but that's not the central point here.

There was a subsequent thread that changing Submitter Mode and/or using
Direct SQL to do so would violate the spirit of the license agreement. I
don't understand what Submitter Mode has to do with licenses - it's
simply a server setting that allows or disallows the value in a field to
be changed.

Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
 "Shellman, David" <[EMAIL PROTECTED]>



 

 

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

07/11/2007 12:46
Please respond to arslist

 

To: arslist@ARSLIST.ORG
cc: 
Subject: Re: Submitter Mode - Locked ...Brute force?



** 
Fred,

Norm and I have been having a side discussion. Each of us read your
response differently. I get in trouble when I assume. Could you clarify
your response for me?

Thanks,
Dave



From: Action Request System discussion list(ARSList) [
mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, July 11, 2007 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

** 
Once a record has been created Remedy will not let you change the
Submitter (field ID 2) field. Submitter mode Locked means that even if
the Submitter has a Read License they will be able to update the record
(the non system fields of course) where they are the submitter not that
they can change the Submitter field. 

Fred



From: Action Request System discussion list(ARSList) [
mailto:[EMAIL PROTECTED] On Behalf Of Teale, Steven
Sent: Wednesday, July 11, 2007 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

** 
Leigh,

There are some spreadsheets I have seen that will do some pretty clever
analysis on workflow from def files.

You could also run some sample logging and look for pushes to that
field.

Steven Teale 
AEGON Shared Services 
Louisville, Kentucky 
Phone: 502.560.2856 
Mobile: 502.243.5619 
Email: [EMAIL PROTECTED]   
Check Us Out ! www.aegonusa.com/AITSharedServices
  <
http://www.aegonusa.com/AITSharedServices
 > 



From: Action Request System discussion list(ARSList) [
mailto:[EMAIL PROTECTED] On Behalf Of Leigh Gruber
Sent: Wednesday, July 11, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Submitter Mode - Locked ...Brute force?

Good Morning Listers,

We have an existing system operating with the Submitter Mode set to
Changeable. This system has around 750 forms with a mix of Remedy and
home grown applications. We need to change submitter mode to Locked so
we can host another custom application which must run in Submitter Mode
Locked.

I have 3 questions!

1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field? I have set the development box to Submitter Mode locked
and tried some very limited record m

Re: Submitter Mode - Locked ...Brute force?

[Rocky Rockwell]

We could not work if we could not set the submitter field on create. We 
have people submitting tickets for other people. When this happens we 
set the submitter field to the customer id. So they can modify certain 
fields we have set to submitter -modify. If we could not do this we 
would have to thousands of license for our people world-wide. and some 
of those people only have 1 or 2 tickets per year. If we had to have 
thousands of license I know we would dump ready in a heartbeat as we 
could not afford it.



*Rocky*

Rocky Rockwell
eMA Team – Remedy Developer
[EMAIL PROTECTED] 
Ph#1: 214-567-8874
Ph#2: 325-884-1263



Carey Matthew Black wrote:

Leigh,

I totally agree with your concerns about changing the "Submitter mode"
value on an ARS server.. They are well founded.


If you have an application that is designed for "Submitter mode" =
"Locked" then it should also work fine on a server with "Submitter
mode" = "Changeable" too. However the reverse is not true. ( If the
application is designed for "Changeable" it _may_ not work in a
"Locked" environment. )


Personally I think the behavior of a Push action should be more
intelligent to the environment setting of "Submitter mode" during its
"Modify" behavior. If "Submitter mode" = "Locked" then field 2 values
should never be "Pushed" to the target record for a Modify. (Yes it
can be sent during a "Submit".) It just seems like a simple change to
make that would prevent a lot of pain for all application developers.
Maybe it becomes a footnote in some of the docs, but the reason the
workflow would work "that way" is to honor the user defined
configuration of the AR Server.


I have often wondered how much effort was put into the OOB  apps due
to the above "gotchas" with ARS workflow and the "Submitter mode"
setting.



I also think some changes should be made in the "by matching field ID"
stuff too. But this is a slightly different topic for Push actions and
does not depend on "Submitter mode".

Like prevent modify of core field IDs ( field ID 1-99) by default.
There might be a need/want to also allow a way to define exceptions to
core field IDs to force them to be "modified" too.  I can see some
arguments for the fields 4,7, 8, and maybe for other fields like 16-99
[If I knew what those fields are. :) ]. But you could just as easily
define a local, non-core field that you could use to communicate those
few "core field values" too. So the workaround for not having an
exception list would be easy enough to do and keep the change in the
basic action much smaller. So the exception list would be overkill in
my book.


Back to your original questions:

"
1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field?  I have set the development box to Submitter Mode
locked and tried some very limited record modification, but I don't
have any testing resources available.
"
   Testing is the most accurate way to know the actual answer.
   In theory you might find a bug that "includes" field 2 in a push
action even though it is not defined in the workflow. (Like the ARS
Server incorrectly parse the Push action and splits a 2 off the end of
a different field ID that was actully in the Push action. ) But that
kind of bug has not been seen by me, and I hope it never is. :)
   However, looking through the workflow is your best "predictive"
approach to the problem. Several good tools have been listed. However
I think ARSDocs was left out of the list. So let me push that one out
there too...

https://sourceforge.net/projects/arsdoc




"
2. Are there any "gotchas" I should know about that might cause us
problems if/when I change the production system?
"
   Yep.

First you have to stop and start the AR Server to make the newly
changed Mode effective. So you need a change window to have an outage
to change the setting. And if you find problems in production then you
have to make the choice between having an outage or living with the
problem until you can have an outage.

If you find workflow (Push or Set actions) that try to alter the field
then the users will be BLOCKED from using the application (as they
expect it to work) after you go from "Changed" to "Locked".



"
3. Is it safe to assume that our Remedy/BMC applications will NOT have
workflow that writes to the Submitter form?
"
   Uh... IMHO, that is not a save assumption to make. There were many
versions of the OOB's that were not fully "Submitter Mode" = "Locked"
compliant. Those need checking/testing too.

HTH.



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers 
Are"

Re: Submitter Mode - Locked ...Brute force?

[Kaiser Norm E CIV USAF 96 CS/SCCE]

> If you have an application that is designed for "Submitter mode" =
"Locked" then it should also work fine on a server with "Submitter mode"
= "Changeable" too. However the reverse is not true. ( If the
application is designed for "Changeable" it _may_ not work in a "Locked"
environment. )

This is not necessarily true! If you have an app that's designed to
allow people with just a READ license to update their own requests--thus
the app is designed to run on a SUBMITTER LOCKED server--setting the
server to SUBMITTER CHANGEABLE will block those people from being able
to do that.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the 
Answers Are"

Re: Submitter Mode - Locked ...Brute force?

[Leigh Gruber]

Mike, 

 

The submitter mode Locked has everything to do with Licenses for my
purposes!! 

 

The LICENSE aspect applies when you have an application like ours which
is designed to operate with Read only licenses.  When the submitter mode
is LOCKED, my application (which tracks employees' skill sets) allows
all the employees in the company to submit and MODIFY their own skill
sets with only READ licenses... NO license charge for the vast majority
of our employees who only enter and update their own skill sets.  

 

This whole email thread started because I want to move this app to a
different server that is running with the submitter mode changeable.  In
order for the app to run (and not cost us big $$$ in extra licenses) I
need to put the destination server in server mode locked.  I don't want
to mess up the existing applications on the destination server. If I
lock the submitter and then the users hit workflow which would
ordinarily be able to change the submitter field, there will be an
uproar!!  Too many forms and too little knowledge on my part of the
existing apps caused me to request help.

 

Now if I haven't' confused the heck out of everyone, I'd like to thank
everyone for their help and ideas.

 

Best regards,

Leigh

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike White
Sent: Wednesday, July 11, 2007 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

 

Yup - this one got us stumped, too.

Submitter Mode Locked simply means that the value entered in Field ID 2
for a record can't be changed after it's been created.

Fred's response seems to indicate that there's some kind license or
permission behavior difference relative to Submitter Mode setting, which
I don't believe to be the case. That said, Submitter is a permission
group, and changing the value of Submitter could reassign permissions
from one person to another, but that's not the central point here.

There was a subsequent thread that changing Submitter Mode and/or using
Direct SQL to do so would violate the spirit of the license agreement. I
don't understand what Submitter Mode has to do with licenses - it's
simply a server setting that allows or disallows the value in a field to
be changed.

Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
 "Shellman, David" <[EMAIL PROTECTED]>



 

 

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

07/11/2007 12:46
Please respond to arslist

 

To: arslist@ARSLIST.ORG
cc: 
Subject: Re: Submitter Mode - Locked ...Brute force?



** 
Fred,

Norm and I have been having a side discussion. Each of us read your
response differently. I get in trouble when I assume. Could you clarify
your response for me?

Thanks,
Dave



From: Action Request System discussion list(ARSList) [
mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, July 11, 2007 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

** 
Once a record has been created Remedy will not let you change the
Submitter (field ID 2) field. Submitter mode Locked means that even if
the Submitter has a Read License they will be able to update the record
(the non system fields of course) where they are the submitter not that
they can change the Submitter field. 

Fred



From: Action Request System discussion list(ARSList) [
mailto:[EMAIL PROTECTED] On Behalf Of Teale, Steven
Sent: Wednesday, July 11, 2007 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

** 
Leigh,

There are some spreadsheets I have seen that will do some pretty clever
analysis on workflow from def files.

You could also run some sample logging and look for pushes to that
field.

Steven Teale 
AEGON Shared Services 
Louisville, Kentucky 
Phone: 502.560.2856 
Mobile: 502.243.5619 
Email: [EMAIL PROTECTED]   
Check Us Out ! www.aegonusa.com/AITSharedServices
  <
http://www.aegonusa.com/AITSharedServices
 > 



From: Action Request System discussion list(ARSList) [
mailto:[EMAIL PROTECTED] On Behalf Of Leigh Gruber
Sent: Wednesday, July 11, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Submitter Mode - Locked ...Brute force?

Good Morning Listers,

We have an existing system operating with the Submitter Mode set to
Changeable. This system has around 750 forms with a mix of Remedy and
home grown applications. We need to change submitter mode to Locked so
we can host another custom application which must run in Submitter Mode
Locked.

I have 3 questions!

1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field? I have set the devel

Fields disappearing in Mid-Tier

[Dwayne Martin]

Hello Everyone,

We are seeing cases of fields that have been visible for years suddenly 
disappearing in Mid-Tier.  I can see them, which suggests a permissions issue.  
But the users also have permissions to the now-invisible fields. The same users 
can see these same fields in the client User tool.

Any idea what is going on?

(Mid-Tier 6.3 on Win 2000 IIS 5 web server, ARS 7.01 patch 3, Linux server)

Dwayne Martin
Computing Support
James Madison University

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Re: Field ID 115 - Write License Pool

[Carey Matthew Black]

Igor,

There are a few doc errors.

Field 115 exists on the Group form. Not the User form.
It is called 'Floating Licenses' not 'Write License Pool' too.

And there is a missing Field 116 too. ( 'Floating FTS Licenses' )


The text just before that table said this:

"
The User, Group, and Roles forms contain the reserved fields shown in
the following table. These fields are involved in access control.
"

Someone just listed that field as part of the wrong form.

And it looks like the same mistakes exists in the v7
Form-App-Objects-700.pdf too. :(
But they did add the field 116 with the correct name for that field.

--
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 7/11/07, igor ivanov <[EMAIL PROTECTED]> wrote:

**
Hello, All

For example, User belongs to two Groups with ARS Floating License Pools.

It is (the Group Name/ID) supposed to be stored in the Reserved Field ID 115
(The license pool from licenses are taken) in the User Form (p607 Basic
Guide).

I have Group Form upgraded from ver 4 to 6.03 with attached Char Menu (from
11/2003) SHR:AppLicense, with all "Application Licenses", HD, CH, AM fixed
and floating. We do not have SLA even installed...

Is it not upgraded or it is not being used at all?

Does anybody have OOTB ARS 6.03 installed without any Remedy Apps to check
for associated workflow or menu for this field on Group Form?

any info greatly appreciated,

Thanks


:   Igor Ivanov - Remedy Sr. Developer - DBC Contractor
 :   BLAST - Business Line Application Support Team
 :   Office of the CIO
 :   FAS - GSA Federal Acquisition Service
 :   Ph:   703.605.1837
 :   ICQ: 239.456.713 __20060125___This
posting was submitted with HTML in it___


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Re: Submitter Mode - Locked ...Brute force?

[Carey Matthew Black]

Having 'Submitter Mode' = "Locked" does have a very dramatic effect on
what a Read licensed user can do.


With 'Submitter Mode' = "Locked" a Read license can:

A) Query and Submit new records where their 'Group List' allows them
to have access to the form and all the fields of interest.


B) For any existing record where $ USER$ = Field 2 and the Submitter
Group has change access to the fields then the Read licensed $ USER$
can change (modify) the fields value.


However if 'Submitter Mode' = "Changeable" a Read license can:

A) Query and Submit new records where their 'Group List' allows them
to have access to the form and all the fields of interest.

and CAN NOT Modify any record on the server.


If the user has a Fixed or Float license then the 'Submitter Mode' =
"Locked" does not really apply. Well it could apply if the user has a
Float license and all the Float tokens are currently in use by other
users. ( However, the user would likely be use to doing other actions
that are not permitted by the Submitter access control [group] too. So
they might be able to make some changes to the record, but maybe not
all of their normal changes.)

--
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 7/11/07, Mike White <[EMAIL PROTECTED]> wrote:

Yup - this one got us stumped, too.

 Submitter Mode Locked simply means that the value entered in Field ID 2 for a 
record can't be changed after it's been created.

 Fred's response seems to indicate that there's some kind license or permission 
behavior difference relative to Submitter Mode setting, which I don't believe 
to be the case.  That said, Submitter is a permission group, and changing the 
value of Submitter could reassign permissions from one person to another, but 
that's not the central point here.

 There was a subsequent thread that changing Submitter Mode and/or using Direct 
SQL to do so would violate the spirit of the license agreement.  I don't 
understand what Submitter Mode has to do with licenses - it's simply a server 
setting that allows or disallows the value in a field to be changed.

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





 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W

 Sent: Wednesday, July 11, 2007 10:57 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Submitter Mode - Locked ...Brute force?

 **
 Once a record has been created Remedy will not let you change the Submitter 
(field ID 2) field.  Submitter mode Locked means that even if the Submitter has 
a Read License they will be able to update the record (the non system fields of 
course) where they are the submitter not that they can change the Submitter 
field.

 Fred


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Re: Submitter Mode - Locked ...Brute force?

[Grooms, Frederick W]

I was commenting on the Submitter Mode functionality ... from the 6.3
docs Configuring AR System Guide p136
 
Submitter Mode 
 
Defines the conditions under which submitters can modify the requests
they initially submit (that is, where their names are in the Submitter
field). Choose one of the following options:
 
- Locked-Users can modify requests they submit without a write license.
This does not apply to users with a Restricted Read license who cannot
modify requests under any circumstances. In the locked submitter mode,
after the entry is submitted, the value in the Submitter field cannot be
changed.
 
- Changeable (the default)-Users must have a write license to modify
requests.
 
Note: Changes to the Submitter Mode settings do not take effect until
the server is stopped and restarted.
 
 
I believe the default on Remedy forms (no matter how the Submitter-Mode
is set) is that the Submitter field is Read-Only when Displaying a
record



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Wednesday, July 11, 2007 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?


** 
Fred,
 
Norm and I have been having a side discussion.  Each of us read your
response differently.  I get in trouble when I assume.  Could you
clarify your response for me?
 
Thanks,
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, July 11, 2007 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?


** 
Once a record has been created Remedy will not let you change the
Submitter (field ID 2) field.  Submitter mode Locked means that even if
the Submitter has a Read License they will be able to update the record
(the non system fields of course) where they are the submitter not that
they can change the Submitter field.  
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Teale, Steven
Sent: Wednesday, July 11, 2007 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?


** 

Leigh,

 

There are some spreadsheets I have seen that will do some pretty clever
analysis on workflow from def files.

 

You could also run some sample logging and look for pushes to that
field.

 

Steven Teale 
AEGON Shared Services 
Louisville, Kentucky 
Phone: 502.560.2856 
Mobile: 502.243.5619 
Email:  [EMAIL PROTECTED]   
Check Us Out ! www.aegonusa.com/AITSharedServices

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leigh Gruber
Sent: Wednesday, July 11, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Submitter Mode - Locked ...Brute force?

 

Good Morning Listers,

 

We have an existing system operating with the Submitter Mode set to
Changeable.   This system has around 750 forms with a mix of Remedy and
home grown applications.  We need to change submitter mode to Locked so
we can host another custom application which must run in Submitter Mode
Locked.

 

I have 3 questions!

 

1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field?  I have set the development box to Submitter Mode
locked and tried some very limited record modification, but I don't have
any testing resources available.

 

Here's what I've tried so far on our dev system (Remedy 6.3; MS SQL
Server):

*   Analyzed Advanced search results on the object_search_details
form.  The selection criteria was ('Item Details' LIKE "%Submitter%")
AND NOT('Item Details' LIKE "%1 = 0%").  I haven't seen a problem in
resulting (100 or so) records. 
*   I've also checked the Submitter field #2 for other names it may
have. 

 

2. Are there any "gotchas" I should know about that might cause us
problems if/when I change the production system?

 

3. Is it safe to assume that our Remedy/BMC applications will NOT have
workflow that writes to the Submitter form?

 

I would appreciate any words of wisdom you might have for me.

 

Many thanks,

Leigh Gruber

  

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Re: Fields disappearing in Mid-Tier

[Kaiser Norm E CIV USAF 96 CS/SCCE]

You don't, by chance, have a separate web view of the form that doesn't
have the fields on it?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Wednesday, July 11, 2007 12:42 PM
To: arslist@ARSLIST.ORG
Subject: Fields disappearing in Mid-Tier

Hello Everyone,

We are seeing cases of fields that have been visible for years suddenly
disappearing in Mid-Tier.  I can see them, which suggests a permissions
issue.  But the users also have permissions to the now-invisible fields.
The same users can see these same fields in the client User tool.

Any idea what is going on?

(Mid-Tier 6.3 on Win 2000 IIS 5 web server, ARS 7.01 patch 3, Linux
server)

Dwayne Martin
Computing Support
James Madison University


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Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM

[strauss]

Sorry, I have done enough complete reinstalls of ARS/ITSM and
backup/restores to the dev server since the time I installed the help
files that I don't think the paths survived to be corrupted by any
patches.  Both of my 7.x servers show the application help as
uninstalled, so I installed it just now - post ITSM patch 005.  The new
install I just did from both the IM 7.0.01 and the IM 7.0.02 help setup
files places the files in a path that does not contain the /en/ segment,
which is what the help link in the 7.0.02 application is looking for.
That appears to be a 7.0.02 thing, to add the language directory to the
link, but unfortunately the help installer in 7.0.02 is not matching the
link in terms of where it places the files on the web server.  Looks
like a bug to me!!

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

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, July 11, 2007 11:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM


** 
Troy, Chris,
 
I noticed another problem too in patch 4.
 
The help file paths get a little messed up and you can no longer open
help files on your ITSM apps..
 
I had to relocate by copying the help files to the folders it now
expects after the installation of patch 4. I think this path gets
overwritten when changes are made to the share application properties
form on upgrading to patch 4.
 
Chris, did you face the same issue?
 
Joe
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG  ]On Behalf Of
strauss
Sent: Wednesday, July 11, 2007 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM
 
 
The only errors I saw with patch 004 were with the reports - I
conclusively proved that installing patch 003 and 004 (which reapplies
003 files) overwrites the OOB crystal reports with new copies that have
the Locale field set back to NULL or in one case the full description of
the report, after which they no longer appear in your report console
(en_US installations).
 
I am currently executing ITSM patch 005 against my pre-production server
- whole new paradigm here - one installer for IM, PM, CM, and/or AM, all
languages, previous patches reapplied if needed, etc.  We'll see if they
finally got this right.
 
Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/  
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG  ] On Behalf Of
Troy Sasso
Sent: Wednesday, July 11, 2007 10:15 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7, Patch 4 - Incident, Change, Problem, SLM
 
Hey folks,
 
Has anyone run patch 4 for ITSM 7 yet?
 
I noticed in my log files that there were some DEF file failures for
Patch 3 & 4, everything prior to those seemed to work just fine during
the imports.
 
Has anyone seen this in their patching?
 
Thanks,
 
Troy
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Re: Submitter Mode - Locked ...Brute force?

[strauss]

The old 5.x apps we still have in production (and earlier versions) used
a "Submitter = Requester" push or set fields on Submit mechanism to
ensure that the Requesters would always be able to update their own
tickets, which normally are submitted on their behalf by agents or other
IT staff.  ITSM 7 does NOT work this way, except through the Requester
Console service requests.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rocky Rockwell
Sent: Wednesday, July 11, 2007 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

We could not work if we could not set the submitter field on create. We
have people submitting tickets for other people. When this happens we
set the submitter field to the customer id. So they can modify certain
fields we have set to submitter -modify. If we could not do this we
would have to thousands of license for our people world-wide. and some
of those people only have 1 or 2 tickets per year. If we had to have
thousands of license I know we would dump ready in a heartbeat as we
could not afford it.


*Rocky*

Rocky Rockwell
eMA Team - Remedy Developer
[EMAIL PROTECTED] 
Ph#1: 214-567-8874
Ph#2: 325-884-1263



Carey Matthew Black wrote:
> Leigh,
>
> I totally agree with your concerns about changing the "Submitter mode"
> value on an ARS server.. They are well founded.
>
>
> If you have an application that is designed for "Submitter mode" = 
> "Locked" then it should also work fine on a server with "Submitter 
> mode" = "Changeable" too. However the reverse is not true. ( If the 
> application is designed for "Changeable" it _may_ not work in a 
> "Locked" environment. )
>
>
> Personally I think the behavior of a Push action should be more 
> intelligent to the environment setting of "Submitter mode" during its 
> "Modify" behavior. If "Submitter mode" = "Locked" then field 2 values 
> should never be "Pushed" to the target record for a Modify. (Yes it 
> can be sent during a "Submit".) It just seems like a simple change to 
> make that would prevent a lot of pain for all application developers.
> Maybe it becomes a footnote in some of the docs, but the reason the 
> workflow would work "that way" is to honor the user defined 
> configuration of the AR Server.
>
>
> I have often wondered how much effort was put into the OOB  apps due 
> to the above "gotchas" with ARS workflow and the "Submitter mode"
> setting.
>
>
>
> I also think some changes should be made in the "by matching field ID"
> stuff too. But this is a slightly different topic for Push actions and

> does not depend on "Submitter mode".
>
> Like prevent modify of core field IDs ( field ID 1-99) by default.
> There might be a need/want to also allow a way to define exceptions to

> core field IDs to force them to be "modified" too.  I can see some 
> arguments for the fields 4,7, 8, and maybe for other fields like 16-99

> [If I knew what those fields are. :) ]. But you could just as easily 
> define a local, non-core field that you could use to communicate those

> few "core field values" too. So the workaround for not having an 
> exception list would be easy enough to do and keep the change in the 
> basic action much smaller. So the exception list would be overkill in 
> my book.
>
>
> Back to your original questions:
>
> "
> 1. Is there any way, other than ones that require "brute force", to 
> determine if the original system has workflow that modifies the 
> submitter field?  I have set the development box to Submitter Mode 
> locked and tried some very limited record modification, but I don't 
> have any testing resources available.
> "
>Testing is the most accurate way to know the actual answer.
>In theory you might find a bug that "includes" field 2 in a push 
> action even though it is not defined in the workflow. (Like the ARS 
> Server incorrectly parse the Push action and splits a 2 off the end of

> a different field ID that was actully in the Push action. ) But that 
> kind of bug has not been seen by me, and I hope it never is. :)
>However, looking through the workflow is your best "predictive"
> approach to the problem. Several good tools have been listed. However 
> I think ARSDocs was left out of the list. So let me push that one out 
> there too...
>
> https://sourceforge.net/projects/arsdoc
>
>
>
>
> "
> 2. Are there any "gotchas" I should know about that might cause us 
> problems if/when I change the production system?
> "
>Yep.
>
> First you have to stop and start the AR Server to make the newly 
> changed Mode effective. So you need a change window to have an outage 
> to change the setting. And if you find problems in production then you

> have to make the choice between having an outage or living with the 
> problem un

Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3 (UNCLASSIFIED)

[HARTWICK, SCOTT G CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE



Not necessarily Client issues. The server installs would fail for
various reasons. Or as I recall in one case, I thought I had done the
upgrade from 7.0x to 7.0.1x only to check the server version and it was
still at 7.0 (just like the other person here is having this problem).

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Wednesday, July 11, 2007 12:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3 (UNCLASSIFIED)

**
Scott,
 
What issues were you seeing with the v7 client if you didn't upgrade to
6.3 first?
 
Thanks,
Susan

 
On 7/11/07, HARTWICK, SCOTT G CTR DISA JSSC
<[EMAIL PROTECTED]> wrote: 

Classification:  UNCLASSIFIED
Caveats: NONE

Rob,

At my previous location I did the 5.1.2 to 7.0.1px upgrade.

What I discovered along the way was you may need to install more
of the
intermediate upgrades along the way. And don't forget to install
the
email engine along the way also.

For example: upgrade to the lasted ARS 6.3
Server/email/admin/user, then
install the first 7.0x version of Server/email/admin/user then,
install
the patchs for Server/email/admin/user along the way until you
get to
the latest 7.0.1p3 (soon to be 7.1). 

Although BMC keeps stating the latest version is cumulative. It
may be,
but the various installers look for specific install paths and
forms
from earlier intermediate installs. I regularly had to go back
to an 
earlier patch and do the the next patch instead of going
directly to the
latest.

Same rule applied to 5.1.2x to 6.3x. When I skipped the email
install
thinking I could just do the latest one once I got to 7.0.1x, it
took a
while to undo what the installer couldn't complete because it
couldn't
complete normally.

Hope this helps,
Scott.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Broyles Robert K Mr
CTR USAF
96 CS/SCCE
Sent: Wednesday, July 11, 2007 9:02 AM
To: arslist@ARSLIST.ORG 
Subject: Re: ARS Upgrade from 5.1.2 to 7.0.1 via 6.3

Do the same incompatabilities exist with 5.1.2 clients to 7.0.1
server
P#?  While talking with a senior developer, I thought that
upgrading the
clients first and then the server could help.  I havent' done to
much on 
7.x yet.  Does anyone have any issues with that approach?  Our
environment is windows server 2003 standard edition sp2, SQL
server 2000
sp4, ARS 6.3 p21.

Rob




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Classification:  UNCLASSIFIED
Caveats: NONE



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Re: ARS v7.0.1P2 LIST threads initiate inexplainably

[Axton]

Maybe it's not available for use.  There is nothing intrinsically
wrong with hitting the max, it's only a problem if none of them are
free to work.  Have your looked to see if the threads appear busy to
arserver (server stats and api logs)?

Axton Grams

On 7/11/07, Susan Palmer <[EMAIL PROTECTED]> wrote:

**
It's almost like ar server creates the threads initially.  Then as it feels
there's a need it creates more threads.  But at some point it cannot see or
doesn't think an existing thread is available for use so it keeps creating
them until whaalaa ... you hit the max.

Why can't the ar server see that the thread is there and available for use
???

Susan






On 7/11/07, Susan Palmer <[EMAIL PROTECTED]> wrote:
>
> The stack errors come across as ARNOTE20 errors and they restart
themselves.  They can be FAST or LIST, although mostly FAST.
>
> We are not getting arerror 93's.
>
> We don't have any plugins.  We do have HD v5.0.  So I am getting some
periodic rappsrv errors.
>
> It almost seems like when someone, obviously not everyone, logs in it can
start the thread-storm.  I'm just grasping at straws because the time
correlation to the initial thread error doesn't seem quite close enough.
>
> We've had 3 storms already today.  I feel like I'm in Toronado alley.
>
> I think we'll try and go to Patch 3 tonight.
>
> If that doesn't work better I need to figure out a plan to move back to
some other version because this is a killer.  How does bmc expect to keep
customers if we can't keep the server up!  It will take years to win back
confidence in the product with my customers.
>
> Susan
>
>
>
>
> On 7/11/07, Tony Worthington < [EMAIL PROTECTED]> wrote:
>
> > Susan, Axton, Ben, etc...
> >
> > We have the same issues.  Our server comes and goes as it pleases, and
> > we've yet to track down exactly what the cause is.  We do know some of
our
> > problems stem from plugins, most of the time it's ardbcquery.  The
easiest
> > way to crash a thread is to open either the Overview or Problem console.
> > Other times, the server just gives up, we get ARERR93's and end up
having
> > to restart the service.
> >
> > I think things have gotten worse after patch002 and 003, but things have
> > never been stable.
> >
> > Here's an excerpt from a High priority ticket we have open -- with no
> > solutions so far:
> >
> > Faulting application arcmdbd.exe, version 2.0.1.3, faulting module
> > arcmdbd.exe, version 2.0.1.3, fault address 0xa981.
> >
> > Mon Jul 02 12:45:05 2007  390695 : AR System server terminated when a
> > signal/exception was received by the server (ARNOTE 20)
> > Mon Jul 02 12:45:05 2007 0xc005
> > Mon Jul 02 12:45:05 2007  390695 : AR System server terminated -- fatal
> > error encountered (ARNOTE 21)
> > Mon Jul 02 12:46:12 2007  390695 : AR System server terminated when a
> > signal/exception was received by the server (ARNOTE 20)
> > Mon Jul 02 12:46:12 2007 0xc005
> >
> > We're running with lots of threads, but are on a 8 processor (dual core
> > 3ghz) box with 18gb of ram.  :-)  Remedy is still slow.  Our DB flies,
and
> > network is fine.
> >
> > Private-RPC-Socket:  390601   2   8
> > Private-RPC-Socket:  390620   4   8
> > Private-RPC-Socket:  390621   2   8
> > Private-RPC-Socket:  390626   4  12
> > Private-RPC-Socket:  390627   2   8
> > Private-RPC-Socket:  390628   12 12
> > Private-RPC-Socket:  390629   2   8
> > Private-RPC-Socket:  390635   4   8
> > Private-RPC-Socket:  390690   1   6
> >
> >
> > Windows 2003R2 EE
> > 7.0.0.1 patch 003
> > Remote Oracle 10gR2 RAC/Linux
> > ITSM7p004
> >
> > -tony
> >
> > --
> > Tony Worthington
> > [EMAIL PROTECTED]
> > 262-703-5911
> >
> >
> >
> > Ben Cantatore < [EMAIL PROTECTED]>
> > Sent by: "Action Request System discussion list(ARSList)"
> > 
> > 07/11/2007 12:02 AM
> > Please respond to
> > arslist@ARSLIST.ORG
> >
> >
> > To
> > arslist@ARSLIST.ORG
> > cc
> >
> > Subject
> > Re: ARS v7.0.1P2 LIST threads initiate inexplainably
> >
> >
> >
> >
> >
> >
> > **
> > Axton and Susan, you're not alone with the stack errors.  I've been
> > plagued with them since my launch back in Feb.  In my situation the
server
> > runs about 2 weeks and crashes and usually recovers on its own.  One
> > problem I had which I could reproduce crashing the server was fixed by
> > patch 3 so I think what Davies is saying applied to that.  The stack
> > problems have gotten a little better, but still happens.  I have API,
> > Escalation, Filter, SQL and Thread logging turned on and am currently
> > waiting for the next crash.  So I'll post then with any interesting
> > information that surfaces from that.
> >
> > Susan, sounds like you're having a worse problem than I am.  How often
do
> > the crashes happen, does the arserver recover on its own?
> >
> > Currently on Server 7.0.1 patch 2 and ITSM 7.0.2 patch 3 for all modules
> > connecting to Oracle 10g db.
> >
> > Ben Cantatore
> > Remedy Administrator
> > Avon
> > (914) 935-2946
> >
> >
> > "Davies, J.T.

Re: Submitter Mode - Locked ...Brute force?

[Shellman, David]

Well there is a difference in behavior and what can be done..
 
Here's the info from the Config Doc:
Defines the conditions under which submitters can modify the requests
they initially submit (that is, where their names are in the Submitter
field). Choose one of the following options:

! Locked-Users can modify requests they submit without a write license.
This does not apply to users with a Restricted Read license who cannot
modify requests under any circumstances. In the locked submitter mode,
after the entry is submitted, the value in the Submitter field cannot be
changed.

! Changeable (the default)-Users must have a write license to modify
requests.

 
Dave
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike White
Sent: Wednesday, July 11, 2007 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?



Yup - this one got us stumped, too.

Submitter Mode Locked simply means that the value entered in Field ID 2
for a record can't be changed after it's been created.

Fred's response seems to indicate that there's some kind license or
permission behavior difference relative to Submitter Mode setting, which
I don't believe to be the case. That said, Submitter is a permission
group, and changing the value of Submitter could reassign permissions
from one person to another, but that's not the central point here.

There was a subsequent thread that changing Submitter Mode and/or using
Direct SQL to do so would violate the spirit of the license agreement. I
don't understand what Submitter Mode has to do with licenses - it's
simply a server setting that allows or disallows the value in a field to
be changed.

Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
 "Shellman, David" <[EMAIL PROTECTED]>



 



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

07/11/2007 12:46
Please respond to arslist



To: arslist@ARSLIST.ORG
cc: 
Subject: Re: Submitter Mode - Locked ...Brute force?


** 
Fred,

Norm and I have been having a side discussion. Each of us read your
response differently. I get in trouble when I assume. Could you clarify
your response for me?

Thanks,
Dave




From: Action Request System discussion list(ARSList) [
mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, July 11, 2007 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

** 
Once a record has been created Remedy will not let you change the
Submitter (field ID 2) field. Submitter mode Locked means that even if
the Submitter has a Read License they will be able to update the record
(the non system fields of course) where they are the submitter not that
they can change the Submitter field. 

Fred




From: Action Request System discussion list(ARSList) [
mailto:[EMAIL PROTECTED] On Behalf Of Teale, Steven
Sent: Wednesday, July 11, 2007 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Submitter Mode - Locked ...Brute force?

** 
Leigh,

There are some spreadsheets I have seen that will do some pretty clever
analysis on workflow from def files.

You could also run some sample logging and look for pushes to that
field.


Steven Teale 
AEGON Shared Services 
Louisville, Kentucky 
Phone: 502.560.2856 
Mobile: 502.243.5619 
Email: [EMAIL PROTECTED]   
Check Us Out ! www.aegonusa.com/AITSharedServices
  <
http://www.aegonusa.com/AITSharedServices
 > 


From: Action Request System discussion list(ARSList) [
mailto:[EMAIL PROTECTED] On Behalf Of Leigh Gruber
Sent: Wednesday, July 11, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Submitter Mode - Locked ...Brute force?

Good Morning Listers,

We have an existing system operating with the Submitter Mode set to
Changeable. This system has around 750 forms with a mix of Remedy and
home grown applications. We need to change submitter mode to Locked so
we can host another custom application which must run in Submitter Mode
Locked.

I have 3 questions!

1. Is there any way, other than ones that require "brute force", to
determine if the original system has workflow that modifies the
submitter field? I have set the development box to Submitter Mode locked
and tried some very limited record modification, but I don't have any
testing resources available.

Here's what I've tried so far on our dev system (Remedy 6.3; MS SQL
Server): 

*   Analyzed Advanced search results on the
object_search_details form. The selection criteria was ('Item Details'
LIKE "%Submitter%") AND NOT('Item Details' LIKE "%1 = 0%"). I haven't
seen a problem in resulting (10

Re: CMDB's BMC_Person class: usage?

[john rosquist]

We are considering the person-role relationship because the job a person does 
is a CI.  For example,  a person call in for support for a site that has a 
certian level of support.  WE want to know and manage that.  What happens when 
the person leaves.  How much reconfiguration is required?  If you create a 
person CI and relate it to a service level and role and then transfer the 
"person" occuping the role's information to the Person CI it should make things 
eisier to shuffel people in and out of organization while not impacting the 
business model in the CMDB

John Rosquist
WindwardCG


- Original Message 
From: Roney Samuel Varghese <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, July 9, 2007 9:16:59 PM
Subject: Re: CMDB's BMC_Person class: usage?

** Hey Bob,

I beleive the BMC_Person class stores information about the people who manage 
and depend on the other CIs in your environment. The First question you need to 
ask yourself depending on your environment is Can People be Configuration Items 
in your environment? According to me the answer is an overwhelming "yes." 
People can and should be CIs because they represent an organization's human 
assets. Therefore, the CMDB should include data about the relationship of an 
event to the business customers who rely on a service, as well as the 
relationship of an event to the personnel required to resolve it in the 
incident management process. This relationship information relies upon data 
about People CIs. 

Because a person's functions can change often, all of this information can get 
complicated. If someone gains additional technical certifications, that person
can now assist on different types of events. Maintaining People CIs in your 
CMDB can help keep all the information straight. 

You might argue that most of these attributes and relationships are already 
maintained in ITSM 7 using the People form however I believe that CMDB is the 
right way to maintain these relationships which of course would be a painful 
process for every company to go through and because of which I guess BMC has 
given us an option of venting our thoughts of implementing the right CMDB with 
ITSM 7. Hope this helps. 
-- 
Regards,

Roney Samuel Varghese

Mobile : +1 732 618 8582

__20060125___This posting was submitted with HTML in it___


   

Pinpoint customers who are looking for what you sell. 
http://searchmarketing.yahoo.com/

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Re: Fields disappearing in Mid-Tier (U)

[Hennigan, Sandra H CTR OSD-CIO]

UNCLASSIFIED

Are the fields visible after clearing the cache?

Sandra Hennigan

Enterprise Remedy Administrator
Office # 703-602-2525 x251
CACI - Ever Vigilant

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Wednesday, July 11, 2007 1:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Fields disappearing in Mid-Tier


You don't, by chance, have a separate web view of the form that doesn't
have the fields on it?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Wednesday, July 11, 2007 12:42 PM
To: arslist@ARSLIST.ORG
Subject: Fields disappearing in Mid-Tier

Hello Everyone,

We are seeing cases of fields that have been visible for years suddenly
disappearing in Mid-Tier.  I can see them, which suggests a permissions
issue.  But the users also have permissions to the now-invisible fields.
The same users can see these same fields in the client User tool.

Any idea what is going on?

(Mid-Tier 6.3 on Win 2000 IIS 5 web server, ARS 7.01 patch 3, Linux
server)

Dwayne Martin
Computing Support
James Madison University


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Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM

[Joe D'Souza]

Bingo..

That's exactly the issue I faced.. I thought that happened after the
installation of patch 4 as I am pretty sure I had clicked on the help links
after patch 3 and they were working. With patch 4 it has added that language
part, so what I did as a workaround was copied the files from the directory
they are in the directory it is expecting it in (en) as a workaround.

It sure seems like a bug to me too but didn't have the time to report it..
Since I started on this gig I have reported too many bugs already to keep
count of and since this one isn't really a show stopper but could be got
around with by moving / copying files, I just took the easy way round and
did that instead of dealing with support for a few days before they might
have told me to do the same thing..

Almost the same is true about help on the EIE.. Documentation says to copy
it from a directory named html that does not even exist, to the required
directory on the web server. I found the help file in a directory called
help under the utility sub-directory which is found on the install path of
the EIE.

I think that is a documentation / product bug too since the help files that
are to be copied to the web server directory are not found where they should
have been..

Hope this information helps anyone looking for them in a html directory...

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
  Sent: Wednesday, July 11, 2007 2:13 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM


  **
  Sorry, I have done enough complete reinstalls of ARS/ITSM and
backup/restores to the dev server since the time I installed the help files
that I don't think the paths survived to be corrupted by any patches.  Both
of my 7.x servers show the application help as uninstalled, so I installed
it just now - post ITSM patch 005.  The new install I just did from both the
IM 7.0.01 and the IM 7.0.02 help setup files places the files in a path that
does not contain the /en/ segment, which is what the help link in the 7.0.02
application is looking for.  That appears to be a 7.0.02 thing, to add the
language directory to the link, but unfortunately the help installer in
7.0.02 is not matching the link in terms of where it places the files on the
web server.  Looks like a bug to me!!
  Christopher Strauss, Ph.D.
  Remedy Database Administrator
  University of North Texas Computing Center
  http://remedy.unt.edu/helpdesk/



--
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
  Sent: Wednesday, July 11, 2007 11:15 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM


  **
  Troy, Chris,

  I noticed another problem too in patch 4.

  The help file paths get a little messed up and you can no longer open help
files on your ITSM apps..

  I had to relocate by copying the help files to the folders it now expects
after the installation of patch 4. I think this path gets overwritten when
changes are made to the share application properties form on upgrading to
patch 4.

  Chris, did you face the same issue?

  Joe

  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
  Sent: Wednesday, July 11, 2007 11:28 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM


  The only errors I saw with patch 004 were with the reports - I
conclusively proved that installing patch 003 and 004 (which reapplies 003
files) overwrites the OOB crystal reports with new copies that have the
Locale field set back to NULL or in one case the full description of the
report, after which they no longer appear in your report console (en_US
installations).

  I am currently executing ITSM patch 005 against my pre-production server -
whole new paradigm here - one installer for IM, PM, CM, and/or AM, all
languages, previous patches reapplied if needed, etc.  We'll see if they
finally got this right.

  Christopher Strauss, Ph.D.
  Remedy Database Administrator
  University of North Texas Computing Center
  http://remedy.unt.edu/helpdesk/
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:[EMAIL PROTECTED] On Behalf Of Troy Sasso
  Sent: Wednesday, July 11, 2007 10:15 AM
  To: arslist@ARSLIST.ORG
  Subject: ITSM 7, Patch 4 - Incident, Change, Problem, SLM

  Hey folks,

  Has anyone run patch 4 for ITSM 7 yet?

  I noticed in my log files that there were some DEF file failures for Patch
3 & 4, everything prior to those seemed to work just fine during the
imports.

  Has anyone seen this in their patching?

  Thanks,

  Troy
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.476 / Virus Database: 269.10.2/894 - Release Date: 7/10/

Response tab in the EIE:Datamapping form

[Joe D'Souza]

Listers,

I was looking to find documentation on this, but cannot seem to find any
references to this on either the eieadmin.pdf guide nor the sqlserver.pdf
guide that is installed in the doc subdirectory of the EIE installation
path.

Does anyone know what exactly this mapping is used for? Does anyone know
where to find documentations on it?

Thanks

Joe
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.476 / Virus Database: 269.10.2/894 - Release Date: 7/10/2007
5:44 PM

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Re: ARS v7.0.1P2 LIST threads initiate inexplainably

[Davies, J.T.]

If I remember correctly, the threads are for concurrent database
processes.  If you have a max of 15 and 15 (for List and Fast), then at
most, 15 Fast processes and 15 List processes can run simultaneously.

If you're reaching the max, and your system starts to crawl, I'd say you
don't have enough threads open...  Calls to the db would be queued for
the next thread-type to come available (as determined by the
dispatcher).  (Kinda like how floating licenses work...if a license
isn't available for a floating user, then they'll wait until one comes
available).

But going back to your thread log...it sure looks like a user is
invoking some process that is causing a fault...(although the frequency
between restart and stop doesn't seem like a user is pushing a button
and waiting...it's happening too fast.)

Your error logs do show *who* caused the problem.  I'd watch that
closely and when the dump occurs, contact them (if you can) to find out
what they're doing.  If you can replicate it...you can nail down the
problem.

J.T. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Wednesday, July 11, 2007 10:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS v7.0.1P2 LIST threads initiate inexplainably

Maybe it's not available for use.  There is nothing intrinsically wrong
with hitting the max, it's only a problem if none of them are free to
work.  Have your looked to see if the threads appear busy to arserver
(server stats and api logs)?

Axton Grams

On 7/11/07, Susan Palmer <[EMAIL PROTECTED]> wrote:
> **
> It's almost like ar server creates the threads initially.  Then as it 
> feels there's a need it creates more threads.  But at some point it 
> cannot see or doesn't think an existing thread is available for use so

> it keeps creating them until whaalaa ... you hit the max.
>
> Why can't the ar server see that the thread is there and available for

> use ???
>
> Susan
>
>
>
>
>
>
> On 7/11/07, Susan Palmer <[EMAIL PROTECTED]> wrote:
> >
> > The stack errors come across as ARNOTE20 errors and they restart
> themselves.  They can be FAST or LIST, although mostly FAST.
> >
> > We are not getting arerror 93's.
> >
> > We don't have any plugins.  We do have HD v5.0.  So I am getting 
> > some
> periodic rappsrv errors.
> >
> > It almost seems like when someone, obviously not everyone, logs in 
> > it can
> start the thread-storm.  I'm just grasping at straws because the time 
> correlation to the initial thread error doesn't seem quite close
enough.
> >
> > We've had 3 storms already today.  I feel like I'm in Toronado
alley.
> >
> > I think we'll try and go to Patch 3 tonight.
> >
> > If that doesn't work better I need to figure out a plan to move back

> > to
> some other version because this is a killer.  How does bmc expect to 
> keep customers if we can't keep the server up!  It will take years to 
> win back confidence in the product with my customers.
> >
> > Susan
> >
> >
> >
> >
> > On 7/11/07, Tony Worthington < [EMAIL PROTECTED]> wrote:
> >
> > > Susan, Axton, Ben, etc...
> > >
> > > We have the same issues.  Our server comes and goes as it pleases,

> > > and we've yet to track down exactly what the cause is.  We do know

> > > some of
> our
> > > problems stem from plugins, most of the time it's ardbcquery.  The
> easiest
> > > way to crash a thread is to open either the Overview or Problem
console.
> > > Other times, the server just gives up, we get ARERR93's and end up
> having
> > > to restart the service.
> > >
> > > I think things have gotten worse after patch002 and 003, but 
> > > things have never been stable.
> > >
> > > Here's an excerpt from a High priority ticket we have open -- with

> > > no solutions so far:
> > >
> > > Faulting application arcmdbd.exe, version 2.0.1.3, faulting module

> > > arcmdbd.exe, version 2.0.1.3, fault address 0xa981.
> > >
> > > Mon Jul 02 12:45:05 2007  390695 : AR System server terminated 
> > > when a signal/exception was received by the server (ARNOTE 20)
> > > Mon Jul 02 12:45:05 2007 0xc005
> > > Mon Jul 02 12:45:05 2007  390695 : AR System server terminated -- 
> > > fatal error encountered (ARNOTE 21) Mon Jul 02 12:46:12 2007  
> > > 390695 : AR System server terminated when a signal/exception was 
> > > received by the server (ARNOTE 20)
> > > Mon Jul 02 12:46:12 2007 0xc005
> > >
> > > We're running with lots of threads, but are on a 8 processor (dual

> > > core
> > > 3ghz) box with 18gb of ram.  :-)  Remedy is still slow.  Our DB 
> > > flies,
> and
> > > network is fine.
> > >
> > > Private-RPC-Socket:  390601   2   8
> > > Private-RPC-Socket:  390620   4   8
> > > Private-RPC-Socket:  390621   2   8
> > > Private-RPC-Socket:  390626   4  12
> > > Private-RPC-Socket:  390627   2   8
> > > Private-RPC-Socket:  390628   12 12
> > > Private-RPC-Socket:  390629   2   8
> > > Private-RPC-Socket:  390635   4   8
> > > Private-RPC-Socket:  390690   1   6
> > 

Server Logging

[Joseph Kasell]

Hello listers,

I have a question which I cannot find an answer to.

One of the features touted in ARS version 7 is the ability to use workflow
to turn on and off logging on the server side.  But there's no
documentation on this that I can find.

On our test server I approached this issue in what I saw was the obvious
method: create an escalation that modified a record in the AR System
Administration: Server Information form.  That didn't work.  I haven't had
luck with support as I was referred to a KB article (KM-00010172) which
dates back to the version 5 days and which offers one of two solutions:
swapping ar.cfg files or using a utility called driver.  Maybe I'm wrong
but to me this KB doesn't address what I am asking.  Can anybody shed some
light on this?  I'm missing something.  Appreciate the help.

Joseph Kasell
Network Management Integrator
Telecommunications Division
Navy Federal Credit Union

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Re: Submitter Mode - Locked ...Brute force?

[Mike White]

Thanks all for 'splaining the relationship to read/write licenses.
Interesting discussion.

(I learn something new every day...)

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


   
  "Carey Matthew   
  Black"   To:   arslist@ARSLIST.ORG
  <[EMAIL PROTECTED]cc: 
  COM> Subject:  Re: Submitter Mode - 
Locked ...Brute force?
  Sent by: "Action 
  Request System   
  discussion   
  list(ARSList)"   
  <[EMAIL PROTECTED]
  ORG> 
   
   
  07/11/2007 13:39 
  Please respond to
  arslist  
   
   




Having 'Submitter Mode' = "Locked" does have a very dramatic effect on
what a Read licensed user can do.


With 'Submitter Mode' = "Locked" a Read license can:

A) Query and Submit new records where their 'Group List' allows them
to have access to the form and all the fields of interest.


B) For any existing record where $ USER$ = Field 2 and the Submitter
Group has change access to the fields then the Read licensed $ USER$
can change (modify) the fields value.


However if 'Submitter Mode' = "Changeable" a Read license can:

A) Query and Submit new records where their 'Group List' allows them
to have access to the form and all the fields of interest.

and CAN NOT Modify any record on the server.


If the user has a Fixed or Float license then the 'Submitter Mode' =
"Locked" does not really apply. Well it could apply if the user has a
Float license and all the Float tokens are currently in use by other
users. ( However, the user would likely be use to doing other actions
that are not permitted by the Submitter access control [group] too. So
they might be able to make some changes to the record, but maybe not
all of their normal changes.)

--
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 7/11/07, Mike White <[EMAIL PROTECTED]> wrote:
> Yup - this one got us stumped, too.
>
>  Submitter Mode Locked simply means that the value entered in Field ID 2
for a record can't be changed after it's been created.
>
>  Fred's response seems to indicate that there's some kind license or
permission behavior difference relative to Submitter Mode setting, which I
don't believe to be the case.  That said, Submitter is a permission group,
and changing the value of Submitter could reassign permissions from one
person to another, but that's not the central point here.
>
>  There was a subsequent thread that changing Submitter Mode and/or using
Direct SQL to do so would violate the spirit of the license agreement.  I
don't understand what Submitter Mode has to do with licenses - it's simply
a server setting that allows or disallows the value in a field to be
changed.
>
>  Mike White
>  Office:  813-978-2192
>  E-mail:  [EMAIL PROTECTED]



>  
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
>  Sent: Wednesday, July 11, 2007 10:57 AM
>  To: arslist@ARSLIST.ORG
>  Subject: Re: Submitter Mode - Locked ...Brute force?
>
>  **
>  Once a record has been created Remedy will not let you change the
Submitter (field ID 2) field.  Submitter mode Locked means that even if the
Submitter has a Read License they will be able to update the record (the
non system fields of course) where they are the submitter not that they can
change the Submitter field.
>
>  Fred

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Re: Submitter Mode - Locked ...Brute force?

[Carey Matthew Black]

Norm,

I understand your objection. However, the point I was trying to make
is that the application would still work. ( AKA: There would not be
any ARERR's thrown that would stop the function of the application due
to application level details.)

Yes you might need to give more people float/fixed license. However
those are server level things that are outside of the control of the
application workflow/process. So it would not require a rework of the
application after the change in submitter mode. Yes it might require
more money paid to the vendor. :)

However in the other condition, (Changeable to Locked) you might have
to rework/change the application to avoid the server from throwing
ARERR's and preventing even float/fixed licensed uses from using the
application. So changing that one setting can totally break your
application for NON-FREE LICENSED users. (Which is the point I was
trying to make.)

--
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 7/11/07, Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL PROTECTED]> wrote:

> If you have an application that is designed for "Submitter mode" =
"Locked" then it should also work fine on a server with "Submitter mode"
= "Changeable" too. However the reverse is not true. ( If the
application is designed for "Changeable" it _may_ not work in a "Locked"
environment. )

This is not necessarily true! If you have an app that's designed to
allow people with just a READ license to update their own requests--thus
the app is designed to run on a SUBMITTER LOCKED server--setting the
server to SUBMITTER CHANGEABLE will block those people from being able
to do that.



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Re: Submitter Mode - Locked ...Brute force?

[Carey Matthew Black]

Rocky,

Hum... I am not sure where some of your response came from... I am
guessing that you do understand the details, but just to make sure we
(all on arslist) are all on the same page


The ability to "set the submitter field on create" is not altered
based on the "Submitter Mode" value(Changeable or Locked). The user
and workflow are able to alter the value up and to the point that it
is first saved to the DB. [So all the way through Submit filters, but
not in "After Submit" Active Links.] After that point however if
"Submitter Mode =Locked" then an AR Server will not let the user or
the ARS workflow MODIFY the value.

--
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 7/11/07, Rocky Rockwell <[EMAIL PROTECTED]> wrote:

We could not work if we could not set the submitter field on create. We
have people submitting tickets for other people. When this happens we
set the submitter field to the customer id. So they can modify certain
fields we have set to submitter -modify. If we could not do this we
would have to thousands of license for our people world-wide. and some
of those people only have 1 or 2 tickets per year. If we had to have
thousands of license I know we would dump ready in a heartbeat as we
could not afford it.


*Rocky*

Rocky Rockwell
eMA Team – Remedy Developer
[EMAIL PROTECTED] 
Ph#1: 214-567-8874
Ph#2: 325-884-1263



Carey Matthew Black wrote:
> Leigh,
>
> I totally agree with your concerns about changing the "Submitter mode"
> value on an ARS server.. They are well founded.
>
>
> If you have an application that is designed for "Submitter mode" =
> "Locked" then it should also work fine on a server with "Submitter
> mode" = "Changeable" too. However the reverse is not true. ( If the
> application is designed for "Changeable" it _may_ not work in a
> "Locked" environment. )
>
>
> Personally I think the behavior of a Push action should be more
> intelligent to the environment setting of "Submitter mode" during its
> "Modify" behavior. If "Submitter mode" = "Locked" then field 2 values
> should never be "Pushed" to the target record for a Modify. (Yes it
> can be sent during a "Submit".) It just seems like a simple change to
> make that would prevent a lot of pain for all application developers.
> Maybe it becomes a footnote in some of the docs, but the reason the
> workflow would work "that way" is to honor the user defined
> configuration of the AR Server.
>
>
> I have often wondered how much effort was put into the OOB  apps due
> to the above "gotchas" with ARS workflow and the "Submitter mode"
> setting.
>
>
>
> I also think some changes should be made in the "by matching field ID"
> stuff too. But this is a slightly different topic for Push actions and
> does not depend on "Submitter mode".
>
> Like prevent modify of core field IDs ( field ID 1-99) by default.
> There might be a need/want to also allow a way to define exceptions to
> core field IDs to force them to be "modified" too.  I can see some
> arguments for the fields 4,7, 8, and maybe for other fields like 16-99
> [If I knew what those fields are. :) ]. But you could just as easily
> define a local, non-core field that you could use to communicate those
> few "core field values" too. So the workaround for not having an
> exception list would be easy enough to do and keep the change in the
> basic action much smaller. So the exception list would be overkill in
> my book.
>
>
> Back to your original questions:
>
> "
> 1. Is there any way, other than ones that require "brute force", to
> determine if the original system has workflow that modifies the
> submitter field?  I have set the development box to Submitter Mode
> locked and tried some very limited record modification, but I don't
> have any testing resources available.
> "
>Testing is the most accurate way to know the actual answer.
>In theory you might find a bug that "includes" field 2 in a push
> action even though it is not defined in the workflow. (Like the ARS
> Server incorrectly parse the Push action and splits a 2 off the end of
> a different field ID that was actully in the Push action. ) But that
> kind of bug has not been seen by me, and I hope it never is. :)
>However, looking through the workflow is your best "predictive"
> approach to the problem. Several good tools have been listed. However
> I think ARSDocs was left out of the list. So let me push that one out
> there too...
>
> https://sourceforge.net/projects/arsdoc
>
>
>
>
> "
> 2. Are there any "gotchas" I should know about that might cause us
> problems if/when I change the production system?
> "
>Yep.
>
> First you have to stop and start the AR Server to make the newly
> changed Mode effective. So you need a change window to have an outage
> to change the setting. And if you find problems in production then you
> hav

ARSSOINFO - Windows client login

[Brandi Barbour]

I generated an arssoinfo.dll using Visual Studio 2005 C++ (MFC DLL).  I
copied the code that was included in the white paper and generate the
mentioned dll.  I specified a valid remedy user name.  Our Remedy Server
is not cross referencing blank password.  Area LDAP is not configured.
Our server is running with port mapper.  Everything compiles fine.  I
placed the dll in the same location as the user and alert programs.
When I launch either program I get the login dialog.  The white paper
claims that the dialog will appear if any errors are encountered when
either program attempts to load the DLL and call the 2 methods.   

1)  Is there any logging going on when I run either program to see
what's going on?  
2) What tool should I use to compile the dll?
3) Do you have compiled dll with source that you can send us that you
know works?  (We can modify it for our environment and recompile.)
4) Please provide any other information as you can regarding the
creation and usage of the arssoinfo.dll

Any help is appreciated..  
Thanks,
Brandi

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HelpDesk Remedy Support Console - Change View Options

[Sanford, Claire]

I finally figured out where it all is set to change the table view on
the Support Console.  I can't believe it took me this long to figure
that out... it is such a newbie thing.  Changing it is what is now
causing me the problem.

This is the Qualification that sets the table based on what is selected
in the "Console View" field out of the box.

  ((( 'zTmpKeyword' =  "MAINHELPDESK" ) AND ( 'Status Integer' < 4)) OR
(( 'zTmpKeyword' =  "MAINCHANGE" ) AND ( 'Status Integer' < 6)) OR ((
'zTmpKeyword' =  "MAINTASK" ) AND ( 'Status Integer' < 4))) AND ((
$zTmpShowAssignedReq$ = 'zTmpKeyword') OR ( $zTmpShowAssignedReq$ =
"All" )) AND ((( $ConsoleViewBy$ = "Myself") AND ( 'Assigned To' =
$USER$)) OR (( $ConsoleViewBy$ = "Group") AND ( 'Assigned To Group+' !=
$NULL$ ) AND ($GROUPS$ LIKE (( "%"  + 'Assigned To Group+') +  "%" )))
OR ((  $ConsoleViewBy$ = "Unassigned") AND ( 'Assigned To' =  $NULL$ ))
OR (( $ConsoleViewBy$ = "Date") AND ( 'Requested Completion Date' <=
$zTmpDate1$)) OR ( $ConsoleViewBy$ = "Any"))


I need to add one selection (GrpAndSelf) that is like the old Helpdesk
4.03 version which is this:

(( 'Assigned To' = $USER$) OR (( 'Assigned To' =  $NULL$ ) AND (
'Assigned To Group+' !=  $NULL$ ) AND ($GROUPS$ LIKE (( "%"  + 'Assigned
To Group+') +  "%"  AND ((( 'zTmpKeyword' =  "MAINHELPDESK" ) AND (
'Status Integer' < 4)) OR (( 'zTmpKeyword' =  "MAINCHANGE" ) AND (
'Status Integer' < 6)) OR (( 'zTmpKeyword' =  "MAINTASK" ) AND ( 'Status
Integer' < 4)))

When I add a new selection value to the  $ConsoleViewBy$ selection menu,
and then add this to the table properties, it gives me what I want, but
takes away the "Myself" selection.  The Myself and the GrpAndSelf Show
the exact same thing - which is the GrpAndSelf selection.

I need:
Myself  Just My Assigned Tickets
Group   My entire Group's assigned and Unassigned tickets
Unassigned  All Unassigned Tickets in System  (this can go away)
DateDate Range
Any (Not exactly sure what this pulls)
GrpAndSelf  My Assigned tickets and my Group's Unassigned tickets

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]


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Re: ARSSOINFO - Windows client login

[Heider, Stephen]

Brandi,

What helped me with troubleshooting this is to remove the splash screen
that appears when the User Tool is starting.

Here is the subject of the thread from Feb 16, 2007:  
"Get Rid of the Splash Screen on User Tool - Resolved" 

HTH

Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brandi Barbour
Sent: Wednesday, July 11, 2007 4:05 PM
To: arslist@ARSLIST.ORG
Subject: ARSSOINFO - Windows client login

I generated an arssoinfo.dll using Visual Studio 2005 C++ (MFC DLL).  I
copied the code that was included in the white paper and generate the
mentioned dll.  I specified a valid remedy user name.  Our Remedy Server
is not cross referencing blank password.  Area LDAP is not configured.
Our server is running with port mapper.  Everything compiles fine.  I
placed the dll in the same location as the user and alert programs.
When I launch either program I get the login dialog.  The white paper
claims that the dialog will appear if any errors are encountered when
either program attempts to load the DLL and call the 2 methods.   

1)  Is there any logging going on when I run either program to see
what's going on?  
2) What tool should I use to compile the dll?
3) Do you have compiled dll with source that you can send us that you
know works?  (We can modify it for our environment and recompile.)
4) Please provide any other information as you can regarding the
creation and usage of the arssoinfo.dll

Any help is appreciated..  
Thanks,
Brandi


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Re: Submitter Mode - Locked ...Brute force?

[Rocky Rockwell]

That is the point I was trying to make from a comment made. that the 
licenses are not  affected if the submitter field is locked or unlocked. 
It does or I would be buying a ton of licenses.


*Rocky*

Rocky Rockwell
eMA Team – Remedy Developer
[EMAIL PROTECTED] 
Ph#1: 214-567-8874
Ph#2: 325-884-1263



Carey Matthew Black wrote:

Rocky,

Hum... I am not sure where some of your response came from... I am
guessing that you do understand the details, but just to make sure we
(all on arslist) are all on the same page


The ability to "set the submitter field on create" is not altered
based on the "Submitter Mode" value(Changeable or Locked). The user
and workflow are able to alter the value up and to the point that it
is first saved to the DB. [So all the way through Submit filters, but
not in "After Submit" Active Links.] After that point however if
"Submitter Mode =Locked" then an AR Server will not let the user or
the ARS workflow MODIFY the value.



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Re: Fields disappearing in Mid-Tier (U)

[Dwayne Martin]

Thanks, Kaiser and Sandra!

No, I don't have separate web views.
Yes, the problem persists after clearing the cache.
And now the fields have disappeared for me too, and I have Administrator 
permissions, so it isn't a permissions issue afterall.

Dwayne Martin

 Original message 
>Date: Wed, 11 Jul 2007 14:25:01 -0400
>From: "Hennigan, Sandra H CTR OSD-CIO" <[EMAIL PROTECTED]>  
>Subject: Re: Fields disappearing in Mid-Tier (U)  
>To: arslist@ARSLIST.ORG
>
>UNCLASSIFIED
>
>Are the fields visible after clearing the cache?
>
>Sandra Hennigan
>
>Enterprise Remedy Administrator
>Office # 703-602-2525 x251
>CACI - Ever Vigilant
>
>Apparently, there is nothing that cannot happen today.  Mark Twain
>
>-Original Message-
>From: Action Request System discussion list(ARSList)
>[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
>CS/SCCE
>Sent: Wednesday, July 11, 2007 1:51 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: Fields disappearing in Mid-Tier
>
>
>You don't, by chance, have a separate web view of the form that doesn't
>have the fields on it?
>
>-Original Message-
>From: Action Request System discussion list(ARSList)
>[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
>Sent: Wednesday, July 11, 2007 12:42 PM
>To: arslist@ARSLIST.ORG
>Subject: Fields disappearing in Mid-Tier
>
>Hello Everyone,
>
>We are seeing cases of fields that have been visible for years suddenly
>disappearing in Mid-Tier.  I can see them, which suggests a permissions
>issue.  But the users also have permissions to the now-invisible fields.
>The same users can see these same fields in the client User tool.
>
>Any idea what is going on?
>
>(Mid-Tier 6.3 on Win 2000 IIS 5 web server, ARS 7.01 patch 3, Linux
>server)
>
>Dwayne Martin
>Computing Support
>James Madison University
>
>
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>
>
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>
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Dwayne Martin
Computing Support
James Madison University

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Re: Fields disappearing in Mid-Tier (U)

[Joe D'Souza]

Dwayne,

Is there some sort of a trend on the type of fields that seem to disappear?

What version of the AR Server and what version of the mid-tier server are
your running? Do you have more than one mid-tier server? Are you connecting
to the correct mid-tier server?,

Have you tried deleting your AR Server from the mid-tier server
configuration, and re-adding it?

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Dwayne Martin
Sent: Wednesday, July 11, 2007 4:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Fields disappearing in Mid-Tier (U)

Thanks, Kaiser and Sandra!

No, I don't have separate web views.
Yes, the problem persists after clearing the cache.
And now the fields have disappeared for me too, and I have Administrator
permissions, so it isn't a permissions issue afterall.

Dwayne Martin

 Original message 
Date: Wed, 11 Jul 2007 14:25:01 -0400
From: "Hennigan, Sandra H CTR OSD-CIO" [EMAIL PROTECTED]
Subject: Re: Fields disappearing in Mid-Tier (U)
To: arslist@ARSLIST.ORG

UNCLASSIFIED

Are the fields visible after clearing the cache?

Sandra Hennigan

Enterprise Remedy Administrator
Office # 703-602-2525 x251
CACI - Ever Vigilant

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE
Sent: Wednesday, July 11, 2007 1:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Fields disappearing in Mid-Tier

You don't, by chance, have a separate web view of the form that doesn't have
the fields on it?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Wednesday, July 11, 2007 12:42 PM
To: arslist@ARSLIST.ORG
Subject: Fields disappearing in Mid-Tier

Hello Everyone,

We are seeing cases of fields that have been visible for years suddenly
disappearing in Mid-Tier.  I can see them, which suggests a permissions
issue.  But the users also have permissions to the now-invisible fields. The
same users can see these same fields in the client User tool.

Any idea what is going on?

(Mid-Tier 6.3 on Win 2000 IIS 5 web server, ARS 7.01 patch 3, Linux server)

Dwayne Martin
Computing Support
James Madison University
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.476 / Virus Database: 269.10.4/896 - Release Date: 7/11/2007
4:09 PM

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Job: CMDB/Discovery Expert

[Erin Hubbard]

Hi list,

 

TuringSMI is in need of individuals with knowledge of CMDB 2 and BMC
Discovery tools for a project located in Boston. It would start ASAP,
and run for about two months. We are looking for contract or permanent
folks. Please feel free to contact me off list to discuss this if you
are interested.

 

Thanks,

 

Erin Hubbard

Recruiter

 

TuringSMI

300 S. Wacker Drive 23rd Floor

Chicago, IL 60606 USA

 

 

Office:   312-235-3138

Mobile:  312-731-9052

Fax:   312 235 3139

Web:  www.turingsmi.com   

eMail:[EMAIL PROTECTED]

 


This message is subject to and does not create or vary any contractual 
relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries 
or affiliates and you. Internet communications are not secure and therefore the 
TuringSMI Group does not accept any legal responsibility for the contents of 
this message. Any views or opinions expressed are those of the author.  This 
message is intended for the addressee(s) only and its contents and any attached 
files are strictly confidential. If you have received it in error, please 
contact the sender on the number above.

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

[Mau Remedy]

Thanks Brian!

Your explanation has been very clear to me

Regards!


2007/7/9, [EMAIL PROTECTED] <
[EMAIL PROTECTED]>:


**

Hi Maus,



When loading the SLA 6.0 it is important that you load all the patches for
it. There are many workflow errors in the module OOTB.



The next thing to be aware of is that the status "Missed Goal" is a status
value added in version 6.0 (I cant recall it in 5.6 although I could be
wrong). To me "Missed Goal" is the same as "In Process" but I have passed
my SLA Due Date.



Missed is the status given when the SLA has been completed and has "Missed"
its SLA Due Date.



Now having said this the most important thing is the Status of "MissedGoal" If 
you have your SLA's set up in groups and SLA's change if the
priority changes you would expect the new SLA (created when you changed the
priority) would inherit details from the current one and the current one
would disappear. This does in fact happen and is what goes on in the filter
guide "SLA:Measurement:TakeOver". However if you look at the filter
SLA:Measurement:TakeOver_Lookup you will see that the set fields if
qualification is as follows.



( 'SLA_Main Group' = $SLA_Main Group$) AND ( 'Application_InstanceID' =
$Application_InstanceID$) AND ( 'SLA_InstanceID' != $SLA_InstanceID$) AND ((
'MeasurementStatus' = "In Process") OR ( 'MeasurementStatus' = "Pending") OR
( 'MeasurementStatus' = "Attached"))



Thus it does not pick up data from an SLA with a measurement Status of "
Missed Goal". So if you change priority of a call and the current SLA on
that call has this status you will end up with 2 sla's running. The original
which will never complete as the finish criteria has changed (priority is
now different) and a second one which will finish, eventually, with a status
of "Missed "or "Met". However it will have started at the wrong date/time
which will be based on the priority change rather than when the call was
logged.



Finally, the notification issues you are having could relate to a fault in
the ownership take over where when it deletes the original SLA and its
notifications (if there are any) it also deletes the new notifications as
well leaving you with none. This is fixed in patch 1498.









Brian Bishop


  --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Mau Remedy
*Sent:* 04 July 2007 02:59
*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
__20060125___This posting was submitted with HTML in
it___
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Importing csv file into Remedy

[brooksm]

Does anyone know of a way to allow end users to import records from a .csv
into Remedy? My Remedy system is on SQL Server 2005, so I thought there may
be a way to create an SSIS package that imports a file from a shared
directory when triggered by workflow. Does anyone know if this is possible?
Or is there some other easier way?

Thanks
Brooks
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Re: Importing csv file into Remedy

[Joe D'Souza]

This was easily achievable in the earlier versions of MS-SQL using the data
transformation services on MS-SQL which had the ability to connect to CSV
files or Excel or Access or other RDBMS's or DBMS's.

I'm not quite sure if this is possible on MS-SQL 2005 as I do not see that
option available at least out of the box on SQL 2005. Maybe its a separate
product now sold separately?

It would be possible using Remedy's EIE engine, if you are willing to deal
with a few share of problems it seems to be bundled out with where no fixes
seem to have been offered by Remedy support for a while now - Or at least
that's what I heard on a thread I had started out earlier describing
problems I am facing with it.

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of brooksm
Sent: Wednesday, July 11, 2007 6:38 PM
To: arslist@ARSLIST.ORG
Subject: Importing csv file into Remedy


Does anyone know of a way to allow end users to import records from a .csv
into Remedy? My Remedy system is on SQL Server 2005, so I thought there may
be a way to create an SSIS package that imports a file from a shared
directory when triggered by workflow. Does anyone know if this is possible?
Or is there some other easier way?

Thanks
Brooks
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.476 / Virus Database: 269.10.4/896 - Release Date: 7/11/2007
4:09 PM

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Re: Importing csv file into Remedy

[Rick Cook]

Well, it's kinda low-tech, but if you had a little Perl or VB script that
the user could run that would prompt for the file name and form name, which
it could then plug into the command line structure to execute AR Import,
that seems like it could work.  Only downside is that you would have to
probably hard-code authentication data for a user with administrator rights
into the script, or put your users in the Administrator group (neither of
which is probably a good idea).

Rick

On 7/11/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:


** This was easily achievable in the earlier versions of MS-SQL using the
data transformation services on MS-SQL which had the ability to connect to
CSV files or Excel or Access or other RDBMS's or DBMS's.

I'm not quite sure if this is possible on MS-SQL 2005 as I do not see that
option available at least out of the box on SQL 2005. Maybe its a separate
product now sold separately?

It would be possible using Remedy's EIE engine, if you are willing to deal
with a few share of problems it seems to be bundled out with where no fixes
seem to have been offered by Remedy support for a while now - Or at least
that's what I heard on a thread I had started out earlier describing
problems I am facing with it.

Joe

-Original Message-
From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG ]On Behalf Of brooksm
Sent: Wednesday, July 11, 2007 6:38 PM
To: arslist@ARSLIST.ORG
Subject: Importing csv file into Remedy


Does anyone know of a way to allow end users to import records from a .csv
into Remedy? My Remedy system is on SQL Server 2005, so I thought there may
be a way to create an SSIS package that imports a file from a shared
directory when triggered by workflow. Does anyone know if this is possible?
Or is there some other easier way?

Thanks
Brooks



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Re: Response tab in the EIE:Datamapping form

[Kelly Deaver]

Joe, 
The documents are pretty thin on this subject. What is there is listed 
on page 91 of the V7 Admin Guide. The response tab is used to write back 
a response to the data source. For example, you might want to write back 
the entry id of the record that was created in the mapping. There is also 
a status function where you can write back the status of the transfer. 
0 = success, 1 = error.
-
Kelly Deaver
[EMAIL PROTECTED]


>  Original Message 
> Subject: Response tab in the EIE:Datamapping form
> From: Joe D'Souza <[EMAIL PROTECTED]>
> Date: Wed, July 11, 2007 2:11 pm
> To: arslist@ARSLIST.ORG
> 
> Listers,
> 
> I was looking to find documentation on this, but cannot seem to find any
> references to this on either the eieadmin.pdf guide nor the sqlserver.pdf
> guide that is installed in the doc subdirectory of the EIE installation
> path.
> 
> Does anyone know what exactly this mapping is used for? Does anyone know
> where to find documentations on it?
> 
> Thanks
> 
> Joe
> No virus found in this outgoing message.
> Checked by AVG Free Edition.
> Version: 7.5.476 / Virus Database: 269.10.2/894 - Release Date: 7/10/2007
> 5:44 PM
> 
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Re: EIE: Identifying user running a data exchange

[Kelly Deaver]

Joe,

There are function you can use to set values other than picking a field.
To set a constant, choose from the list or just type in constant|whatever.

-
Kelly Deaver
[EMAIL PROTECTED]


>  Original Message 
> Subject: Re: EIE: Identifying user running a data exchange
> From: Joe D'Souza <[EMAIL PROTECTED]>
> Date: Wed, July 11, 2007 9:55 am
> To: arslist@ARSLIST.ORG
> 
> Hello Kelly,
> 
> I already avoided using the individual user approach, by using the SQL
> function available in the 'Rules' list to set the name of the exchange
> to a
> field created for that.
> 
> I would have used the Short Description field to store that name, but I
> usually avoid the use of the Short Description field for storing
> information
> as this field has certain limitations that I might not want to be
> limited to
> perhaps in the future. I remember once being bitten by the fact that
> field 8
> cannot be larger than 254 characters, when in the course of development
> (much later) I felt the need for a larger field than that to store the
> information the users might need to. I could have used it in this case
> but
> it was more out of habit that I avoided it.
> 
> Honestly I do not understand why Remedy does away with having Short
> Description as a core field. I can understand having Request ID,
> Submitter,
> Create Date, Modified By, Last Modified Date, Status, and Assigned To as
> Core fields as these fields are the heart and soul of any tracking
> system.
> 
> The only need of having Short Description field as one of the core
> fields as
> I can see is having it as the default field to the Result List if none
> has
> been defined. So there are equally good candidates than the Short
> Description field for that. The Request ID for e.g.
> 
> Anyway, I already decided against the idea of using $USER$ as the
> means for
> tracking the exchange that updated a record, and have the name of the
> exchange written to one of the fields. The only thing that was
> limiting me
> from doing that in the first place was there seems to be no way to
> define a
> constant value to a field mapping as it looks like you can only pick from
> the list of drop down fields. I haven't tried double or single quoting
> values and typing them in, but since the SQL thingy worked for me, I'm
> happy..
> 
> Joe
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Kelly Deaver
> Sent: Wednesday, July 11, 2007 7:16 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EIE: Identifying user running a data exchange
> 
> 
> Why not set the short description field with the name of the exchange?
> It is
> not used in CMDB for anything.
> 
> Also, you could set the Submitter name via the exchange rather than
> let it
> default. That way you would have the same effect as your idea without
> running through a bunch of licenses. As long as you aren't doing it to
> circumvent licensing, it is OK to set the value.
> 
> -
> Kelly Deaver
> [EMAIL PROTECTED]
> 
> 
>  Original Message 
> Subject: EIE: Identifying user running a data exchange
> From: Joe D'Souza <[EMAIL PROTECTED]>
> Date: Tue, July 10, 2007 12:21 pm
> To: arslist@ARSLIST.ORG
> 
> Listers,
> 
> This is an idea I just had but wanted to validate the reasoning behind
> it,
> as well as invite suggestions from others who might have had to do
> something
> similar, in case you had done something better than this..
> 
> We will be given asset data that might be coming from several data
> sources,
> many of them being SQL servers, and we have to use EIE as a tool for data
> exchange. Our choice regarding the tool is thus limited so even though
> it is
> possible to do this directly through database links, due to the nature of
> their requirement, those possibilities are ruled out.
> 
> I would like to know what you guys are doing to identify which of the n
> number of exchanges defined just ran on a table, creating records or
> updating some, if there is more than one exchange. For e.g. if lets say I
> have created a bucket in the AR System called EIE:ComputerSystems, but
> there
> are 2 exchanges that run on it, one named lets say EIE-001 and the other
> EIE-002 each running on DB01 and DB02 respectively to bring in 2 sets of
> data, I would like to know what you guys are doing for identifying one
> from
> the other. The reason I think I would need this is to define workflow
> that
> fires specifically for each of these exchanges.
> 
> The idea I have was to create AR users EIE-001 and EIE-002 and so on for
> each of the exchange defined, so that the workflow could use the $USER$
> keyword to identify the exchange.. The cost of this however would be
> that I
> would require Fixed licenses towards each of these users if I am not
> to deny
> them rights to modify at the time they run.
> 
> Would there be a better way of identifying these exchanges?
> 
> Maybe I'm answering 

Re: Importing csv file into Remedy

[Jason Miller]

You can run the import tool as a user without administrator rights (I just
tried it on ARS7 to make sure that I wasn't dreaming that I had done it
before). It depends on how much you trust the user and your environment but
you could give them the import tool.

 

You could even create a filter that would give them an error if they try to
import into another form. You could use something like $ CLIENT-TYPE$ = 4
AND (NOT ($ GROUPS$ LIKE (( "%"  +  "Administrator" ) +  "%" ))) in the Run
If you needed to make sure they don't import into forms other than the one
you expect them to.

 

Expanding on Rick's idea and your idea of using a file, you could put the
script or even a batch file on the server. You would still need to supply
the authentication in the script but at least it would be server side
(theoretically the server should be secure). Then you could either run an
escalation to run arimport against their file a on share or if there is a
need to allow them to trigger the import at any time you could create a
button and active link that triggers a filter that in turn runs arimport
against the file on the share. 

 

Either way I would suggest creating a form just for them to import into and
then you can do error checking against the records that are created and only
push records to the final form if they meet the correct criteria.

 

Jason

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, July 11, 2007 4:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Importing csv file into Remedy

 

** 

Well, it's kinda low-tech, but if you had a little Perl or VB script that
the user could run that would prompt for the file name and form name, which
it could then plug into the command line structure to execute AR Import,
that seems like it could work.  Only downside is that you would have to
probably hard-code authentication data for a user with administrator rights
into the script, or put your users in the Administrator group (neither of
which is probably a good idea). 

 

Rick
 

On 7/11/07, Joe D'Souza <[EMAIL PROTECTED]> wrote: 

** 

This was easily achievable in the earlier versions of MS-SQL using the data
transformation services on MS-SQL which had the ability to connect to CSV
files or Excel or Access or other RDBMS's or DBMS's. 

 

I'm not quite sure if this is possible on MS-SQL 2005 as I do not see that
option available at least out of the box on SQL 2005. Maybe its a separate
product now sold separately?

 

It would be possible using Remedy's EIE engine, if you are willing to deal
with a few share of problems it seems to be bundled out with where no fixes
seem to have been offered by Remedy support for a while now - Or at least
that's what I heard on a thread I had started out earlier describing
problems I am facing with it. 

 

Joe

 

-Original Message-

From: Action Request System discussion list(ARSList) [
  mailto:[EMAIL PROTECTED] Behalf Of
brooksm

Sent: Wednesday, July 11, 2007 6:38 PM

To: arslist@ARSLIST.ORG

Subject: Importing csv file into Remedy

 

 

Does anyone know of a way to allow end users to import records from a .csv
into Remedy? My Remedy system is on SQL Server 2005, so I thought there may
be a way to create an SSIS package that imports a file from a shared
directory when triggered by workflow. Does anyone know if this is possible?
Or is there some other easier way? 

 

Thanks

Brooks

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it___ 


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Re: Response tab in the EIE:Datamapping form

[Joe D'Souza]

Hello Kelly

Thanks for your response.. I had looked almost all over on the SQL admin
guide for the EIE and didn't find much on what Response is for. Not too much
on the Dev guide either..

So if you already have a data key that you are performing your exchange
over, why would you really require the entry id? Writing back status makes
sense I guess..

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Kelly Deaver
Sent: Wednesday, July 11, 2007 7:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Response tab in the EIE:Datamapping form


Joe,
The documents are pretty thin on this subject. What is there is listed on
page 91 of the V7 Admin Guide. The response tab is used to write back a
response to the data source. For example, you might want to write back the
entry id of the record that was created in the mapping. There is also a
status function where you can write back the status of the transfer.
0 = success, 1 = error.
-
Kelly Deaver
[EMAIL PROTECTED]


 Original Message 
Subject: Response tab in the EIE:Datamapping form
From: Joe D'Souza <[EMAIL PROTECTED]>
Date: Wed, July 11, 2007 2:11 pm
To: arslist@ARSLIST.ORG

Listers,

I was looking to find documentation on this, but cannot seem to find any
references to this on either the eieadmin.pdf guide nor the sqlserver.pdf
guide that is installed in the doc subdirectory of the EIE installation
path.

Does anyone know what exactly this mapping is used for? Does anyone know
where to find documentations on it?

Thanks

Joe
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.476 / Virus Database: 269.10.4/896 - Release Date: 7/11/2007
4:09 PM

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Re: EIE: Identifying user running a data exchange

[Joe D'Souza]

Hi Kelly,

I didn't see the function constant| but saw SQL| and hence used an SQL
statement instead. I guess I didn't look hard enough at the list of
available options on the Rules display list.. In fact I was looking for a
way to set a constant but didn't find it on that list.. must be a plain
oversight on my part..

Thanks for letting me on that.. I'll check that up..

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Kelly Deaver
Sent: Wednesday, July 11, 2007 7:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: EIE: Identifying user running a data exchange


Joe,

There are function you can use to set values other than picking a field.
To set a constant, choose from the list or just type in constant|whatever.

-
Kelly Deaver
[EMAIL PROTECTED]


>  Original Message 
> Subject: Re: EIE: Identifying user running a data exchange
> From: Joe D'Souza <[EMAIL PROTECTED]>
> Date: Wed, July 11, 2007 9:55 am
> To: arslist@ARSLIST.ORG
>
> Hello Kelly,
>
> I already avoided using the individual user approach, by using the SQL
> function available in the 'Rules' list to set the name of the exchange to
a
> field created for that.
>
> I would have used the Short Description field to store that name, but I
> usually avoid the use of the Short Description field for storing
information
> as this field has certain limitations that I might not want to be limited
to
> perhaps in the future. I remember once being bitten by the fact that field
8
> cannot be larger than 254 characters, when in the course of development
> (much later) I felt the need for a larger field than that to store the
> information the users might need to. I could have used it in this case but
> it was more out of habit that I avoided it.
>
> Honestly I do not understand why Remedy does away with having Short
> Description as a core field. I can understand having Request ID,
Submitter,
> Create Date, Modified By, Last Modified Date, Status, and Assigned To as
> Core fields as these fields are the heart and soul of any tracking system.
>
> The only need of having Short Description field as one of the core fields
as
> I can see is having it as the default field to the Result List if none has
> been defined. So there are equally good candidates than the Short
> Description field for that. The Request ID for e.g.
>
> Anyway, I already decided against the idea of using $USER$ as the means
for
> tracking the exchange that updated a record, and have the name of the
> exchange written to one of the fields. The only thing that was limiting me
> from doing that in the first place was there seems to be no way to define
a
> constant value to a field mapping as it looks like you can only pick from
> the list of drop down fields. I haven't tried double or single quoting
> values and typing them in, but since the SQL thingy worked for me, I'm
> happy..
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Kelly Deaver
> Sent: Wednesday, July 11, 2007 7:16 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EIE: Identifying user running a data exchange
>
>
> Why not set the short description field with the name of the exchange?
> It is not used in CMDB for anything.
>
> Also, you could set the Submitter name via the exchange rather than
> let it default. That way you would have the same effect as your idea
without
> running through a bunch of licenses. As long as you aren't doing it to
> circumvent licensing, it is OK to set the value.
>
> -
> Kelly Deaver
> [EMAIL PROTECTED]
>
>
>  Original Message 
> Subject: EIE: Identifying user running a data exchange
> From: Joe D'Souza <[EMAIL PROTECTED]>
> Date: Tue, July 10, 2007 12:21 pm
> To: arslist@ARSLIST.ORG
>
> Listers,
>
> This is an idea I just had but wanted to validate the reasoning behind it,
> as well as invite suggestions from others who might have had to do
something
> similar, in case you had done something better than this..
>
> We will be given asset data that might be coming from several data
sources,
> many of them being SQL servers, and we have to use EIE as a tool for data
> exchange. Our choice regarding the tool is thus limited so even though it
is
> possible to do this directly through database links, due to the nature of
> their requirement, those possibilities are ruled out.
>
> I would like to know what you guys are doing to identify which of the n
> number of exchanges defined just ran on a table, creating records or
> updating some, if there is more than one exchange. For e.g. if lets say I
> have created a bucket in the AR System called EIE:ComputerSystems, but
there
> are 2 exchanges that run on it, one named lets say EIE-001 and the other
> EIE-002 each running on DB01 and DB02 respectively to bring in 2 sets of
> data, I would like to know what you guys are doing for identifying one
from
> th