Re: Help - No outgoing emails from Email Messages form
Susan, Thanks for sharing the KB article. I will use this for debugging further. I am looking at the error messages in error message log form as well and I see some additional information there. I will pursue that vein as well. Cheers, -- Shyam - Original Message - From: Susan Palmer Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, September 19, 2007 7:03 PM Subject: Re: Help - No outgoing emails from Email Messages form ** Shyam, I am having problems with the email engine just stopping. This is the KB bmc sent. Hopefully it will give you some clues. It worked for me. Now I'm just waiting for the next time it stops. Susan How do you trouble shoot problems with the Email Engine? Q U E S T I O N How do you trouble shoot problems with the Email Engine? Is there a log you can enable? A N S W E R Note: The Email Engine Guide has a chapter on Trouble Shooting that covers this subject matter and more. The most important tool to aide in trouble shooting problems with the email engine is the emailstart.bat file. This batch file is located in the Email Engine install directory which by default is in C:\Program Files\AR System\AREmail. The batch file essentially runs the Email Engine through by-passing the AR System Email Engine service (also called the Remedy Email Engine service in 6.0+). Therefore, in order to run the emailstart.bat file, the AR System Email Engine (or Remedy Email Engine) service must be stopped. When the batch file is run, the Email Engine service will still show as stopped. It is also important to note the mail protocol you are using with the Email Engine. If you are using MAPI for either incoming or outgoing, then likely the AR System Email Engine service runs as a domain account associated with the Exchange Server mailbox you are using with the Email Engine. If this is the case, then you need to be logged in as this domain account to run the emailstart.bat file. Assuming the service starts as the Local System Account, then it does not matter how you are logged into the OS. To run emailstart, you can simply double click the batch file. You can also run it from a command prompt by typing the name (emailstart) and hitting enter. Often times its necessary to send this output from the command prompt window to support for analysis. You can get this output with a screen shot, or you can use standard out to direct the output to a file. For example: C:\Program Files\AR System\AREmail emailstart output.txt Optionally, if you have experience with batch files, you can edit the batch file to make the output go to a file. You can save the batch file as a different name when you do this and it will still work. The batch file does not have to be named emailstart. Remedy Support often recommends editing the emailstart batch file and adding a parameter to it to expand the level of output it provides. This is usually done when the problem is not readily apparent by the emailstart output. Creating a debug email batch file can help resolve issues that may not show up in the email error log. To do this, edit the existing emailstart.bat batch file located by default in C:\Program Files\AR System\AREmail. Right-click on the batch file and choose Edit. Add -Dmail.debug=true after %JavaPath%\\java (see example below): %JavaPath%\\java -Dmail.debug=true -cp emaildaemon.jar;arapi51.jar;arutil51.jar;activation.jar;mail.jar;imap.jar;smtp.jar;pop3.jar;armapi51.jar com.remedy.arsys.emaildaemon.EmailDaemon Save the batch file as another name (ie: emaildebug.bat) and run it as instructed above. To stop the batch file from running, you can either press CTRL-C or simply close the command prompt window. Here is a Sample Debug Log: loaded library DEBUG: JavaMail version 1.3 DEBUG: successfully loaded file: C:\\Program Files\\Java\\j2re1.4.1_01\\lib\\javamail.providers DEBUG: URL jar: file:/C:/Program%20Files/AR%20System/AREmail/emaildaemon.jar!/META-INF/javamail.providers DEBUG: Bad provider entry: DEBUG: successfully loaded resource: jar: file:/C:/Program%20Files/AR%20System/AREmail/emaildaemon.jar!/META-INF/javamail.providers DEBUG: URL jar:file:/C:/Program%20Files/AR%20System/AREmail/imap.jar!/META-INF/javamail.providers DEBUG: JavaMail version 1.3 DEBUG: successfully loaded file: C:\\Program Files\\Java\\j2re1.4.1_01\\lib\\javamail.providers DEBUG: URL jar:file:/C:/Program%20Files/AR%20System/AREmail/emaildaemon.jar!/META-INF/javamail.providers DEBUG: Bad provider entry: DEBUG: successfully loaded resource: jar:file:/C:/Program%20Files/AR%20System/AREmail/emaildaemon.jar!/META-INF/javamail.providers DEBUG: URL
RESOLVED: Help - No outgoing emails from Email Messages form
I feel silly telling you all that the issue was with the IP address for the SMTP server. Once I fixed the IP Address, outgoing email messages are being sent as expected. Thanks all, -- Shyam - Original Message - From: Shyam Attavar Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, September 19, 2007 6:53 PM Subject: Help - No outgoing emails from Email Messages form ** Dear Listers, We are in the process of upgrading to AR System 7.0.1 P2 on a Windows 2003 server. I upgraded the AR System 6.3.0 P20 to 7.0.1 Patch 2 using the installer. I also upgraded the email engine to 7.0.1 P2 I have configured the email engine identical to our current production instance (process only outgoing email). I have restarted the Email Engine and the AR Server, but the email messages are not going out of the Remedy server. I get the following error in the email message record for the failed message: Not connected java.lang.IllegalStateException: Not connected at com.sun.mail.smtp.SMTPTransport.checkConnected(SMTPTransport.java:1398) at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:489) at com.remedy.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:363) at com.remedy.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:212) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) at java.lang.Thread.run(Unknown Source) The email configuration is sending emails out of our current environment without any issues. I have not looked at the KB on the support site yet. That is my next step. But I thought I would ask the list before I go to support. Is this an issue with 7.0.1 Patch 2 email engine? Anyone else has seen something similar in their environments? Any ideas/insights anyone of can share on what might be causing this - how to debug this further and what actions to take to solve this issue? Appreciate any input in helping me move forward with this issue. Thanks in advance, -- Shyam __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
CTM:People and User Form
Hi all, here i m facing a problem related to CtM:People form and User form. i can assiagn Application License to users using CTM:People form. but at the same time it not updating Application License and GroupList Fields in User Form. Please give good answers Sujan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Crystal Reports problem
Hi everyone, the problem is SOLVED, well at least we now know what causes the problem - it's German characters. When the user selects a group name that contains German characters like ü or ä, we get the 'Failed to open a rowset' error. The problem can be reproduced. The funny thing is, that we have the de_DE set in the ODBC Configuration. Is there any other place in Crystal or the ODBC Driver configuration where I can configure these things? Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Administrator account Demo
Hello, During some experimenting I have removed Demo from Administrator group, in QA environment. Now I was unable to view the User form by any account and also not able to modify it, by any means. I was also unable to login into the ARADMIN tool. Right now I have a configuration as : Demo/DECO being part of APP-Admin group SANJANAA/SSINGHAL/MKSINGLA being part of Administrator group Also I have tried to add Administrator group in the User from from the database, but that too is not working. Please suggest something. Thanks and Regards Sanjana Agarwal ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Scott, I agree, it would be way to harsh to bash or fear ITIL without any arguments. I'm not sure where this comes from, after all, ITIL is about best practices. It's not about forcing you into some kind of strict process model. Maybe the fear is because of the way ITIL is presented to some of you guys. If you associate a tool like ITSM with the ITIL forcing tool that makes me work less efficient while costing a pile of money then I think you are on the wrong track. You should be seeking process improvements by applying ITIL to your business and then look for tooling that fits you. Actually that's what we have been doing with ExpertDesk (which is build on AR System) in Europe for quite a while now! We see lots of companies that have ITIL-ish processes, most of them have the most common ones like Incident and Change Management pretty much worked out. But if your process, for example your Problem Management process is not that mature yet, ExpertDesk lets you configure the tool to support your process. When you're processes change, your ExpertDesk configuration can be changed through data and off you go. That's what best practices is about. But all that I'm saying is: don't let the tool dictate your process, ITIL, eTOM or whatever, but let your process dictate the tool. I don't know if ITSM forces ITIL on you or if it is configurable (I assume it is) so I can't really comment on that. Looking at the post that started this thread ...I think it is about us – People resistant to ITIL, but forced into going there., I'm wondering if it's really about being resistant to ITIL or being resistant to ITSM or other _supporting_ products for that matter. Just my 2 cents, Hugo On 9/20/07, Scott Parrish [EMAIL PROTECTED] wrote: 1. ITIL doesn't save money 2. ITIL doesn't save time 3. ITIL doesn't save energy 4. ITL doesn't make sense ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Administrator account Demo
You can use arcache to create a temporary admin account, so that you can log in again as an administrator and fix things. The command is documented in the configuration guide. Hugo On 9/20/07, Sanjana AGARWAL [EMAIL PROTECTED] wrote: Hello, During some experimenting I have removed Demo from Administrator group, in QA environment. Now I was unable to view the User form by any account and also not able to modify it, by any means. I was also unable to login into the ARADMIN tool. Right now I have a configuration as : Demo/DECO being part of APP-Admin group SANJANAA/SSINGHAL/MKSINGLA being part of Administrator group Also I have tried to add Administrator group in the User from from the database, but that too is not working. Please suggest something. Thanks and Regards Sanjana Agarwal ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
sqlplus sessions that are not closed.
Hi everyone, I have checked the production environment yesterday, I saw dozens of sqlplus.exe session which for some reasons are not terminated and kept hanging. As I am knew with the system I dont know how long this has been going on or what might cause it. My question is have you ever seen this happening with Oracle 9.2? Could it be a bug with the client? I am running ARS6.3 with ITSM6.0 on a windows 2003 machine. I am assuming that these could be sql commands submited from filters or some escalations. The processes all are initiated by the production remedy user. I am thinking about dumping all the WF to a text file and search for the sqlplus commands and take it from there. I am also enabling the sql log but this would be more usefull if I know the start time of these defunct processes on the production machine. The Task manager doesn't tell me when these processes have started and from what machine etc.. Do you know anyway of finding out when these processes have started? Many thanks in advance frex - Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS 7/Oracle and Firewalls/Network devices
Axton, you're 100% correct. And we thought of that too. We just don't know a way to ensure we hit _all_ of the open threads at least once an hour. BMC's suggestion was to hit the server hard enough to use all the queues like you would under load testing but I have the same doubts you do: will this cause deterioration in the user experience or server performance? I'm guessing, as you are, that it would. I'm 99% sure the firewall is Cisco of some sort and you may be right on the state table only being created on SYN packets but that means that any SYN packet passing through the firewall (the start of any TCP connection) that passes a rule would be added to the state table. After that any traffic, regardless of packet type, would be covered by the entry in the state table as long as it was over the established connection, wouldn't it? Then the problem arises when the state table, to save firewall resources, clears out old, defunct connections. I'm glad someone else agrees that the best approach to this would be to eliminate the network devices that may be causing the issue rather than trying to engineer ARS to keep all the connections open. It does amaze me, though, that BMC can call ARS an enterprise product when it behaves so badly with stateful firewalls. J.T. Shyman Column Technologies Cell: 404-242-5407 -Original Message- From: Axton [mailto:[EMAIL PROTECTED] Sent: Wednesday, September 19, 2007 10:25 PM Subject: Re: ARS 7/Oracle and Firewalls/Network devices The escalation is (was) single threaded; in order to send traffic over every db connection, you have to exercise every thread. Since the escalation engine is single threaded, it will only occupy that one thread. If you notice in the arerror.log that all filter errors reported show 390693 as the rpc queue, it is executing everything on that one thread. In either case (single/multi-threaded escalation engine), it is only exercising the threads associated with the escalation engine, not the fast, list, callback, external auth, or custom queues. Axton Grams On 9/19/07, patrick zandi [EMAIL PROTECTED] wrote: ** Why not an afterhour escalation... instead.. Say every 10 minutes.. to do table queries or a report or two.. from 1800 - 0712 or something... On 9/19/07, Axton [EMAIL PROTECTED] wrote: Actually, now that I re-read your post I don't think putting a specific rule will side-step state checking. Depends on your firewall and the rule. Typically, states are created using only SYN packets, if state can be created on other packet types, you are still using stateful packet inspection, you are just allowing different packet types to add the session to the state table. We talked to BMC a few weeks ago and they told us theoretically that it would be possible to write a custom API that would run custom workflow (neither of which they could give us) that would hit all of the server's Oracle connections at the same time often enough to prevent anything from seeing them as idle. I was thinking this as I was reading your email, though I am not sure how you would hit the admin and every fast/list/custom queue's threads without occupying all of them simultaneously. The api, to my knowledge, does not give you the capability to control what thread you are using, which means that your api will have to be multi-threaded and will have to occupy the max number of configured threads per rpc queue, which will cause your remedy server to appear to hang (i.e., block other operations on those queues). Can you share what type of firewall you are using? If you really want to remove the firewall from the equation, remove it from the network, or completely disable it. I can't see that vlan tagging would cause any issues with this. vlan's are configured in one of two way's, on the switch per port or the tagging is handled by the end nodes. If it is on the switch, it will be transparent to the client. Axton Grams On 9/19/07, J.T. Shyman [EMAIL PROTECTED] wrote: ** Axton, Appreciate your input! I should have mentioned that we've been up and down that highway and haven't seen a blasted thing. (apologies to Glen Frey) What you are saying is exactly what I thought and we've disabled the idle timeout on the firewall. I know this may not be the same thing as preventing the firewall from using a state table but the firewall admin tells us he now sees idle connections with idle times 60 minutes. So, we're kind of thinking we've eliminated the firewall as a cause...although we may not have, we aren't pursuing that any longer. Actually, now that I re-read your post I don't think putting a specific rule will side-step state checking. The purpose of a state table on a firewall is to speed up handling of traffic by allowing already known good traffic
Re: Multi-Tenancy and CTM:People
Thanks, Don! Of course, what I should have done before I posted to the forum was check the CTM:People form against my clean demo VM ARSystem, right? Turns out another developer, in an attempt to solve an issue, added public and general access to field id 1 on CTM:People thus breaking row-level security. Once we took those out it started working as expected again. Fool me once shame on you.and me. :-) J.T. Shyman Column Technologies Cell: 404-242-5407 _ From: Don McClure [mailto:[EMAIL PROTECTED] Sent: Wednesday, September 19, 2007 8:08 PM Subject: Re: Multi-Tenancy and CTM:People Hi J.T.-- We are using ARS 7.1/ITSM7latest, multi-tenancy, ca twenty-something companies (all within the University), and 120K+ authorized users. First--the checkbox 'Unrestricted Access' on CTM:People will override any company-level accesses. I have our support staff 'compartmentalized' within the companies mentioned above, and each can see other employees in their own company (and any other company to which they have access). Regards, ** J.T. Shyman [EMAIL PROTECTED] 19-Sep-07 11:49 AM Does anyone know how multi-tenancy and the People form (CTM:People) work together? We are trying to limit what a given user can see in CTM:People to only people in their own company and aren't having much luck. Has anyone done this and can you give us some hints? Thanks! J.T. Shyman __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: arsystem.tar error installing as non-root SOLVED
In the olden days when you downloaded the installer it came as a *.gz file. You put it on your Linux/Unix machine and gunzipped it. This created a *.tar file which you untarred to get your installers. Apparently ar_install and ed_install shared the same arsystem.tar file. When you gunzip the 7.1 installer you get three more *.gz files, one for the AR System and one for Email Engine and one for Flashboards. I gunzipped and untarred the ARS installer then the Email Engine installer. (We don't use flashboards.) What I didn't know was that the two installers put separate arsystem.tar files in the same folder. When I untarred the Email Engine installer, it over-wrote the ARS' arsystem.tar with its own arsystem.tar. Consequently, when I tried to install ARS, it couldn't find the files it needed in arsystem.tar. What you have to do is install ARS, THEN untar and unzip the Email Engine installer. And, of course, if you need to do a re-install of ARS, you have to re-untar the installer. A big THANK YOU to Jeet Patel of BMC Support for this solution! I asked Jeet if this was in the documentation, and he said he didn't think so. I looked thru the install instructions and can't find it, but that doesn't mean it isn't tucked away somewhere. One thing I still don't understand is why I got that same error when I tried to re-install 7.0.1. Maybe I downloaded the wrong installer. By now I've destroyed all the evidence so I'll never know. Thanks again to those who replied and tried to help. Dwayne Martin James Madison University Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ---BeginMessage--- Hello Everyone, I am upgrading our Linux AR Server from 7.0.1 to 7.1 as non-root. (Oracle 10.2 db) Everything went OK till the very end when I got: * * * ./ar_install : Unable to extract the product files from the CDROM file arsystem/linux/arsystem.tar * * * The message referred me to two log files, one of which simply repeated what I saw on the screen, and the other gave the date and time of installation. I logged in as root, and gave arsystem/linux/arsystem.tar total permissions. I can see it with my non-root login. But when I tried the installation again I got the same error. And here is what makes it really bad. I restart the AR System, and it says Action Request System initialization is complete, but when I try to sign in on the User tool I get. ARERR [90] Cannot establish a network connection to the AR System server : rem2 (0) : RPC: Program not registered. ps -ef | grep armonitor etc shows that none of the vital processes are running. Fortunately this isn't our live server, but I can't do any development work till this gets solved. Finally I decided to reinstall the 7.0.1 version. But when I do (I've tried it twice) I get the same error. I've installed 7.0.1 several times and never seen this error. Any idea what is going on and what I can do about it? Dwayne Martin James Madison University Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ---End Message---
Re: OT -- Sort Of: Computerworld reports on ITIL
Please Gary, show me where I yelled about how good ITSM is. I don't think you will see anywhere in my post that I said that 1. ITIL was or was not the thing to do and 2. That ITSM was the best thing going. My point is, and I'll state it again, I believe it is irresponsible for people to make statements about something, such as ITIL in this instance, that they have no proof of. Norm stated that he thought Patrick's comments were 100% correct. Patrick's comments were that 1. ITIL doesn't save money 2. ITIL doesn't save time 3. ITIL doesn't save energy 4. ITL doesn't make sense So, just as Norm did his yelling about wanting to see proof, I did mine about backing up these statements. Nowhere in here have I stated whether I am for or against implementing ITIL. You know why? Because I know that I do not have enough information to make a statement either way. I know that I have been in plenty of implementations where the customer thought that ITIL/ITSM were the way to go, and others that decided that was not the right direction. It's a company by company choice and I think to make blanket statements that it works for everyone OR does not work at all is completely irresponsible. Whether you choose to business with IT Prophets or not, is of course, your prerogative. I don't believe that I have treated anyone unfairly in this process. I'm simply asking for the same proof from those that have stated that it does not work. Wouldn't you agree that it's only fair? Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Thursday, September 20, 2007 8:20 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Okay, I started the thread, so I feel I must at least put in some input. I do not fear ITIL. I think ITIL is a good idea. What I have not seen is the cost-savings that comes associated with ITSM (Remedy's Version). All I keep hearing is the Remedy Sales People telling the main project managers how it will solve all 90 or whatever needs that we have. We analyzed it and, I think, found it met like 11 needs or so. To me, this huge chasm shows me the sales person is just that -- a sales person. The 'People in Charge' are relying on what the sales people are telling them, and literally locking us, the ones who can really see what is going on, out of the meetings. They are only listening to the sales people, which is WRONG. I want to see the savings. I want to see the efficiency. From what I've seen on the list, most companies haven't yet gotten ITSM running efficiently or not. Give me another good developer and six months and I can in-house write a solution. Norm did that, although thanks to bureaucracy it's just sitting on my dev box and not in use. I have always been a fan of simplicity. ITSM is NOT simple. Do not think that just because a job is major, that you need a complex solution. The simplest solution is ALWAYS best. I have yet to see any real proof that ITSM does what it says it does. Show me studies. Show me results. I don't want to hear ITSM Consultants yelling at me about how good ITSM is and that I have to defend myself. (Remind me to never do business with IT Prophets if that's how they're going to treat people). Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hugo Visser Sent: Thursday, September 20, 2007 4:54 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Scott, I agree, it would be way to harsh to bash or fear ITIL without any arguments. I'm not sure where this comes from, after all, ITIL is about best practices. It's not about forcing you into some kind of strict process model. Maybe the fear is because of the way ITIL is presented to some of you guys. If you associate a tool like ITSM with the ITIL forcing tool that makes me work less efficient while costing a pile of money then I think you are on the wrong track. You should be seeking process improvements by applying ITIL to your business and then look for tooling that fits you. Actually that's what we have been doing with ExpertDesk (which is build on AR System) in Europe for quite a while now! We see lots of companies that have ITIL-ish processes, most of them have the most common ones like Incident and Change Management pretty much worked out. But if your process, for example your Problem Management process is not that mature yet, ExpertDesk lets you configure the tool to support your process. When you're processes change, your ExpertDesk configuration can be changed through data and off you go. That's what best practices is about. But all that I'm saying is: don't let the tool dictate your process, ITIL, eTOM or whatever, but
Experience - Upgrade v6.3 to v7.1
All, We're in the process of replacing all of our servers. At the same time, we will be moving to SQL Server 2005 and to ARS V7-this will be on Windows Server 2003. I'm looking for recommendations from those of you who have actually performed these upgrades. Please, don't be shy! Have any of you upgraded from v6.3 directly to v7.1 on Windows 2003 and are there any known issues? Our main OTB application is CSS 5x and we have a lot of locally-developed applications. We are not using ITSM or CMDB. With the reported issues some of you have been having, I'm looking for a stable 7.0.1 patch level or preferably, being able to move to 7.1 directly. The most direct route appears to be installing v6.3 on the new servers in SQL 2005, import the database, and then run the upgrade. I'd prefer to install a clean v7.1 on a clean SQL 2005 and move everything over via Migrator or export/import but that is going to be a lot work with over 425,000 issues, etc. Anyone have any experience doing this and how long did it take? Regards, Craig Carter RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS 7/Oracle and Firewalls/Network devices
The best solution would be if ARServer had a configuration option, a thread keep-alive if you will, that would do this. This would avoid the busy system errors that sessions will get if all threads are busy. Axton Grams On 9/20/07, J.T. Shyman [EMAIL PROTECTED] wrote: Axton, you're 100% correct. And we thought of that too. We just don't know a way to ensure we hit _all_ of the open threads at least once an hour. BMC's suggestion was to hit the server hard enough to use all the queues like you would under load testing but I have the same doubts you do: will this cause deterioration in the user experience or server performance? I'm guessing, as you are, that it would. I'm 99% sure the firewall is Cisco of some sort and you may be right on the state table only being created on SYN packets but that means that any SYN packet passing through the firewall (the start of any TCP connection) that passes a rule would be added to the state table. After that any traffic, regardless of packet type, would be covered by the entry in the state table as long as it was over the established connection, wouldn't it? Then the problem arises when the state table, to save firewall resources, clears out old, defunct connections. I'm glad someone else agrees that the best approach to this would be to eliminate the network devices that may be causing the issue rather than trying to engineer ARS to keep all the connections open. It does amaze me, though, that BMC can call ARS an enterprise product when it behaves so badly with stateful firewalls. J.T. Shyman Column Technologies Cell: 404-242-5407 -Original Message- From: Axton [mailto:[EMAIL PROTECTED] Sent: Wednesday, September 19, 2007 10:25 PM Subject: Re: ARS 7/Oracle and Firewalls/Network devices The escalation is (was) single threaded; in order to send traffic over every db connection, you have to exercise every thread. Since the escalation engine is single threaded, it will only occupy that one thread. If you notice in the arerror.log that all filter errors reported show 390693 as the rpc queue, it is executing everything on that one thread. In either case (single/multi-threaded escalation engine), it is only exercising the threads associated with the escalation engine, not the fast, list, callback, external auth, or custom queues. Axton Grams On 9/19/07, patrick zandi [EMAIL PROTECTED] wrote: ** Why not an afterhour escalation... instead.. Say every 10 minutes.. to do table queries or a report or two.. from 1800 - 0712 or something... On 9/19/07, Axton [EMAIL PROTECTED] wrote: Actually, now that I re-read your post I don't think putting a specific rule will side-step state checking. Depends on your firewall and the rule. Typically, states are created using only SYN packets, if state can be created on other packet types, you are still using stateful packet inspection, you are just allowing different packet types to add the session to the state table. We talked to BMC a few weeks ago and they told us theoretically that it would be possible to write a custom API that would run custom workflow (neither of which they could give us) that would hit all of the server's Oracle connections at the same time often enough to prevent anything from seeing them as idle. I was thinking this as I was reading your email, though I am not sure how you would hit the admin and every fast/list/custom queue's threads without occupying all of them simultaneously. The api, to my knowledge, does not give you the capability to control what thread you are using, which means that your api will have to be multi-threaded and will have to occupy the max number of configured threads per rpc queue, which will cause your remedy server to appear to hang (i.e., block other operations on those queues). Can you share what type of firewall you are using? If you really want to remove the firewall from the equation, remove it from the network, or completely disable it. I can't see that vlan tagging would cause any issues with this. vlan's are configured in one of two way's, on the switch per port or the tagging is handled by the end nodes. If it is on the switch, it will be transparent to the client. Axton Grams On 9/19/07, J.T. Shyman [EMAIL PROTECTED] wrote: ** Axton, Appreciate your input! I should have mentioned that we've been up and down that highway and haven't seen a blasted thing. (apologies to Glen Frey) What you are saying is exactly what I thought and we've disabled the idle timeout on the firewall. I know this may not be the same thing as preventing the firewall from using a state table but the firewall admin tells us he now sees idle connections with idle times 60 minutes. So, we're kind of
Re: OT -- Sort Of: Computerworld reports on ITIL
Gary, Basically you are saying: give me, or let me build, the tooling I need to get the job done. Well...I agree with you! To make this perfectly clear, I'm not a sales rep or something, I'm a developer so in a way I can feel your pain. I also think that Scott didn't mean to imply that ITSM is the best thing since sliced bread, but I do think that he meant that if ITSM sucks, it doesn't mean that ITIL sucks and therefore that ITIL doesn't do anything for an organisation. When I was reading the thread I got the impression that the tone of the discussion shifted from ITSM does not make my life easier to ITIL does not make my life easier. That made me chime in to this thread anyway... Hugo On 9/20/07, Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED] wrote: Okay, I started the thread, so I feel I must at least put in some input. I do not fear ITIL. I think ITIL is a good idea. What I have not seen is the cost-savings that comes associated with ITSM (Remedy's Version). All I keep hearing is the Remedy Sales People telling the main project managers how it will solve all 90 or whatever needs that we have. We analyzed it and, I think, found it met like 11 needs or so. To me, this huge chasm shows me the sales person is just that -- a sales person. The 'People in Charge' are relying on what the sales people are telling them, and literally locking us, the ones who can really see what is going on, out of the meetings. They are only listening to the sales people, which is WRONG. I want to see the savings. I want to see the efficiency. From what I've seen on the list, most companies haven't yet gotten ITSM running efficiently or not. Give me another good developer and six months and I can in-house write a solution. Norm did that, although thanks to bureaucracy it's just sitting on my dev box and not in use. I have always been a fan of simplicity. ITSM is NOT simple. Do not think that just because a job is major, that you need a complex solution. The simplest solution is ALWAYS best. I have yet to see any real proof that ITSM does what it says it does. Show me studies. Show me results. I don't want to hear ITSM Consultants yelling at me about how good ITSM is and that I have to defend myself. (Remind me to never do business with IT Prophets if that's how they're going to treat people). Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hugo Visser Sent: Thursday, September 20, 2007 4:54 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Scott, I agree, it would be way to harsh to bash or fear ITIL without any arguments. I'm not sure where this comes from, after all, ITIL is about best practices. It's not about forcing you into some kind of strict process model. Maybe the fear is because of the way ITIL is presented to some of you guys. If you associate a tool like ITSM with the ITIL forcing tool that makes me work less efficient while costing a pile of money then I think you are on the wrong track. You should be seeking process improvements by applying ITIL to your business and then look for tooling that fits you. Actually that's what we have been doing with ExpertDesk (which is build on AR System) in Europe for quite a while now! We see lots of companies that have ITIL-ish processes, most of them have the most common ones like Incident and Change Management pretty much worked out. But if your process, for example your Problem Management process is not that mature yet, ExpertDesk lets you configure the tool to support your process. When you're processes change, your ExpertDesk configuration can be changed through data and off you go. That's what best practices is about. But all that I'm saying is: don't let the tool dictate your process, ITIL, eTOM or whatever, but let your process dictate the tool. I don't know if ITSM forces ITIL on you or if it is configurable (I assume it is) so I can't really comment on that. Looking at the post that started this thread ...I think it is about us - People resistant to ITIL, but forced into going there., I'm wondering if it's really about being resistant to ITIL or being resistant to ITSM or other _supporting_ products for that matter. Just my 2 cents, Hugo On 9/20/07, Scott Parrish [EMAIL PROTECTED] wrote: 1. ITIL doesn't save money 2. ITIL doesn't save time 3. ITIL doesn't save energy 4. ITL doesn't make sense __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access
Re: OT -- Sort Of: Computerworld reports on ITIL
Scott, I would love to provide you with all kinds of documents, but as I work for the US Department of Defense, I'm sure I would be fired. This being said, I cannot offer you the numbers I have relating to $$ and years. I'm sorry I cannot, I would love to prove to you mine, Norm's, and Patrick's viewpoint. They are all based on the same experience. I was fortunate enough, though, to come in a bit later in the game, so I've not had to deal with most of the project, just the aftermath. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Thursday, September 20, 2007 7:40 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Please Gary, show me where I yelled about how good ITSM is. I don't think you will see anywhere in my post that I said that 1. ITIL was or was not the thing to do and 2. That ITSM was the best thing going. My point is, and I'll state it again, I believe it is irresponsible for people to make statements about something, such as ITIL in this instance, that they have no proof of. Norm stated that he thought Patrick's comments were 100% correct. Patrick's comments were that 1. ITIL doesn't save money 2. ITIL doesn't save time 3. ITIL doesn't save energy 4. ITL doesn't make sense So, just as Norm did his yelling about wanting to see proof, I did mine about backing up these statements. Nowhere in here have I stated whether I am for or against implementing ITIL. You know why? Because I know that I do not have enough information to make a statement either way. I know that I have been in plenty of implementations where the customer thought that ITIL/ITSM were the way to go, and others that decided that was not the right direction. It's a company by company choice and I think to make blanket statements that it works for everyone OR does not work at all is completely irresponsible. Whether you choose to business with IT Prophets or not, is of course, your prerogative. I don't believe that I have treated anyone unfairly in this process. I'm simply asking for the same proof from those that have stated that it does not work. Wouldn't you agree that it's only fair? Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Thursday, September 20, 2007 8:20 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Okay, I started the thread, so I feel I must at least put in some input. I do not fear ITIL. I think ITIL is a good idea. What I have not seen is the cost-savings that comes associated with ITSM (Remedy's Version). All I keep hearing is the Remedy Sales People telling the main project managers how it will solve all 90 or whatever needs that we have. We analyzed it and, I think, found it met like 11 needs or so. To me, this huge chasm shows me the sales person is just that -- a sales person. The 'People in Charge' are relying on what the sales people are telling them, and literally locking us, the ones who can really see what is going on, out of the meetings. They are only listening to the sales people, which is WRONG. I want to see the savings. I want to see the efficiency. From what I've seen on the list, most companies haven't yet gotten ITSM running efficiently or not. Give me another good developer and six months and I can in-house write a solution. Norm did that, although thanks to bureaucracy it's just sitting on my dev box and not in use. I have always been a fan of simplicity. ITSM is NOT simple. Do not think that just because a job is major, that you need a complex solution. The simplest solution is ALWAYS best. I have yet to see any real proof that ITSM does what it says it does. Show me studies. Show me results. I don't want to hear ITSM Consultants yelling at me about how good ITSM is and that I have to defend myself. (Remind me to never do business with IT Prophets if that's how they're going to treat people). Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hugo Visser Sent: Thursday, September 20, 2007 4:54 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Scott, I agree, it would be way to harsh to bash or fear ITIL without any arguments. I'm not sure where this comes from, after all, ITIL is about best practices. It's not about forcing you into some kind of strict process model. Maybe the fear is because of the way ITIL is presented to some of you guys. If you associate a tool like ITSM with the ITIL forcing tool that makes me work less efficient while costing
Re: OT -- Sort Of: Computerworld reports on ITIL
ITIL was around before SOX, and the two barely have anything in common. Where SOX and ITIL overlap is in the approval for changes and monitoring SOX-related assets for unauthorized changes. The only reason there is any overlap is because ITIL gives you guidelines on how to do change management. I think SOX is worse than ITIL in vagueness. Basically, a company has to define what they think SOX is about and build rules to enforce that. There is no common understanding of SOX, where at least in ITIL you can tell the difference between an incident and a problem. Personally, I'm not opposed to ITIL. I have worked at some places that have bad or non-existent processes for dealing with customers and other I.T. groups. ITIL should be able to benefit those types of companies that need some guidance in improving their processes, but should not be used to beat people down. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller Sent: Wednesday, September 19, 2007 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL I'm not disagreeing, but wasn't ITIL of an outgrowth of SOX, which was a reaction to ENRON-like behavior? If that's the case then we're not necessarily getting cheaper/better/more revenue but rather a standardized accounting method? Drew ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Q: Attachment Pool and Web Services in v6.3
We have a developer building an interface to an external web service using ARS v6.3 and one of the requirements is we sent them a file. He is trying to take a file stored in an attachment pool on the form but he doesn't see any support for attachment pools in the mappings. Can anyone shed some light on how to send a file using the built-in web services in v6.3? Is it possible or do we need to use the API? Is this available in v7.01 or v7.1? Craig Carter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Yes, of course. If the decision comes down to a fork or a shovel when it comes to digging holes, you buy a shovel. Shovels are more expensive, but if you're in the business of digging holes, the shovel allows you to dig MORE holes, so you make more money and the shovel pays for itself many times over. If I've never seen a shovel before and I use a fork to dig my holes and someone says, But this shovel. It digs holes better, I say, Show me! The guy then digs a small hole in ten seconds and I'm convinced. What we're talking about isn't quite so black-and-white. The purveyors of ITSM very confidently (brazenly) go into sales presentations and claim that their products will deliver all sorts of dazzling benefits. Oh yeah? I say. Prove it! Cricket...cricket...cricket... In my mind, I believe this is the case of a person saying, Buy this gold plated shovel! when people already have decent shovels made of steel. Worse, it's possible if I buy the gold shovel, my hole digging productivity will DROP! My steel shovel is better than the gold one, but I'm taken in by all the hoopla of the gold shovel. Everyone has gold shovels! Get yours before it's too late! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Steve Brown Sent: Wednesday, September 19, 2007 10:35 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL New to the list so feel free to assassinate! Interesting circular argument. Scott has made a good point. The ITIL Framework and remedy tool suite by itself will never make money. Its the people in behind and the purpose they are using the tool for that makes/saves money, provides security, provides competitive advantage in some form. People though ignorance can miss use a tool, or though bad management have to use a particular toolset that they no nothing about/ don't know how to use or is totally inappropriate for the task. A Simple Analogy Two garden instruments a fork and a spade both used for digging stuff. However if you want to dig a ditch which would you use. If its a big ditch upgrade to a digger. :-) Stephen Brown m: +64 21 482266 e: [EMAIL PROTECTED] s: [EMAIL PROTECTED] h:+64 3 9818136 From: Action Request System discussion list(ARSList) on behalf of Scott Parrish Sent: Thu 20/09/2007 3:11 p.m. To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Dylan, When Patrick says: The problem is the overhead on a companies manpower Really Stresses it to the Breaking Point.. With little or no Return. And further: I don't do processes, just because I can and because they are there... I do them because they make sense, Save money, Save time, and Energy..ITIL does none of those.. so I am against it... He is not expressing doubt (skepticism), he is stating what he believes as fact, without any proof. When Norm backs it up with a statement of 100% correct, he too, is beyond skepticism and stating, by affirmation of Patrick's statements, what he also believes to be fact. So I do believe it is up to those you make such statements: 1. ITIL doesn't save money 2. ITIL doesn't save time 3. ITIL doesn't save energy 4. ITL doesn't make sense to back them up with some sort of proof and go beyond the buzz words and clichés. If Norm is willing to demand proof he should also be willing to offer up that same proof. And no, I don't believe that what Norm said (as that's whose statements I addressed my initial post) that change and cost with no tangible benefit is not worth the cost. His remarks, and I'm paraphrasing, were pretty much, I don't believe there is any benefit to ITIL and until someone proves otherwise I'm not going to be believe it. What I am looking for, in the end, is a little responsibility. You see, I believe that the BMC bashing on this list is probably at an all-time high. (And no, you cannot separate this ITIL argument from BMC as BMC is a huge proponent of ITIL.) If I were someone who needed to make a determination about whether or not to buy the Remedy ITSM suite, and I utilized the list as one of my tools to help make that determination, I would turn and run based on what I've read here concerning ITIL and BMC Support over the last few days. If you don't believe that there are companies who utilize this list for just that reason, you're wrong. I know of more than one company that has done it. Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com http://www.itprophets.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dylan Sent: Wednesday, September 19, 2007 8:38 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL That makes no sense. Just because Norm thinks that Patrick is 100% right in his skepticism, it does not mean that Norm has to
Re: OT -- Sort Of: Computerworld reports on ITIL
Woah! Hold the phone! You've been fair in quoting me up until this point. My point is, and I'll state it again, I believe it is irresponsible for people to make statements about something, such as ITIL in this instance, that they have no proof of. Norm stated that he thought Patrick's comments were 100% correct. Patrick's comments were that 1. ITIL doesn't save money 2. ITIL doesn't save time 3. ITIL doesn't save energy 4. ITL doesn't make sense My exact word-for-word statement was this: And Pat is right--all change costs money at some point in the change process. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Dedicated Queue for Mid-Tier
Some of the reasons we've used private queues are: - Email Engine - We have one thread in this queue for each mailbox. With 60,000+ emails per day its nice knowing that work won't take up end user's threads. - DSO - We have one thread for each DSO Pool. Same reason as with emails. - Reporting - We had several hundred Crystal Reports hitting production so we put those all on their own queue. We've since gone with a dedicated reporting server. One could argue that you never need any if you just increase your Fast/List. But its nice knowing that a busy process won't consume all your users threads and that busy users won't consume all of your other process's threads. Chad Hall (501) 342-2650 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Wednesday, September 19, 2007 9:30 PM To: arslist@ARSLIST.ORG Subject: Re: Dedicated Queue for Mid-Tier Well stated. The only 'real' justifications I've had for using private queues are: - When I had an api program that consumed all the fast/list threads. By using a private queue for this, we were in essence throttling the api and leaving the fast/list resources available for normal operations. - When I needed to collect statistics on a given queue Axton Grams On 9/19/07, Carey Matthew Black [EMAIL PROTECTED] wrote: I would also add that... Jarl is correct that more resources are needed to run more Server threads. But the question is does your ARS server hardware (and DB hardware) have more resources to give? If yes, then more threads will allow more concurrent traffic through the whole chain. If no... then adding more threads will slow down the existing threads too. On the other side of things One of the main points of a Private server queue is to prevent other clients/users from getting in the way. So if you have your uneducated users using the general pool of fast/list threads and you have 3 separate mid-Tier servers that you do not want to be blocked by your uneducated users then you could setup a private server per Mid-Tier. This would prevent the Mid-Tier's from waiting on each other or the other users. If you know that Mid-Tier #1 is configured for 10 concurrent users then that private server might only need 2 or 4 threads total. However if Mid-Tier #2 is configured to support 2000 concurrent users, well.. it needs more threads than 4 to support those users. :) Also... if you have things like command line programs that do batch processing then you might also want those scripts to connect to a different private queue so that they are not blocked by Mid-Tier traffic or other users too. In general I think of it this way A private queue is like a highway into a city (the ARS server). The highway can have any number of lanes for traffic (threads). The limiting factor is how big the city(hardware/network/db) is. If your city only has one 4 way stop light (a desktop PC) then you likely can not support 7 independent highways no matter how many lanes each one has. :) I would advocate that you turn on Server Statistics and watch a few values to get a feel for your load/needs... ( to name a few) 'ARServer Idle Time' 'Network Responding Time' 'Number of Threads' 'Num Queue Items Blocked Count' 'Queue Items Blocked Count' 'Restricted Read Only Connections' 'Read Only Lic Connections' 'Floating Write Lic Connections' 'Fixed Write Lic Connections' 'Number of Current Users' If your stats are per individual queue then you will have a better idea of how these things break down by queue 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. On 9/19/07, Jarl Grøneng [EMAIL PROTECTED] wrote: ** If you set up a private queue for mid-tier to increase performance, would'nt you then loose performance some other place? The total number of requests the server is capable to perform should still be the same Otherwise; pertum mobile... -- Jarl On 9/19/07, Hall Chad - chahal [EMAIL PROTECTED] wrote: ** For all practical purposes, any queue can do any type of work. So, yes you lose the ability to split up your Mid Tier traffic into submit/update type work (Fast) and query work (List), but that distinction is not important. The important thing is the work gets done, and any private thread can do any of the work. Just make sure that you have enough private threads to handle the max number of concurrent operations you expect to have. To gauge this you should consider what percentage of your users will be coming in through Mid Tier. If, for example, you have 5 Fast and 5 List, and 50% of your users access the system through Mid Tier, then you could probably go with 5 private threads.
Re: OT -- Sort Of: Computerworld reports on ITIL
Whether you choose to business with IT Prophets or not, is of course, your prerogative. I don't believe that I have treated anyone unfairly in this process. I'm simply asking for the same proof from those that have stated that it does not work. Wouldn't you agree that it's only fair? No, I absolutely do not agree that it's only fair. Again, the burden of proof is on the person making the claim, not the skeptic. Period. I think I'll create my own framework and call it NORM - Networked Organization Resource Management. It'll save you a bazillion dollars. Pay me and I'll come consult and set up the NORM Enterprise Suite. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
To me, this huge chasm shows me the sales person is just that -- a sales person. The 'People in Charge' are relying on what the sales people are telling them, and literally locking us, the ones who can really see what is going on, out of the meetings. BINGO! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
The delete key works for me. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Thursday, September 20, 2007 8:26 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Can we please put this to rest? I'm not sure this is the best forum to debate the benefits/pitfalls of ITIL. I feel like I've waded through 50 messages on this in the past two days. Regards, Craig Carter RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Thursday, September 20, 2007 7:04 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ITIL was around before SOX, and the two barely have anything in common. Where SOX and ITIL overlap is in the approval for changes and monitoring SOX-related assets for unauthorized changes. The only reason there is any overlap is because ITIL gives you guidelines on how to do change management. I think SOX is worse than ITIL in vagueness. Basically, a company has to define what they think SOX is about and build rules to enforce that. There is no common understanding of SOX, where at least in ITIL you can tell the difference between an incident and a problem. Personally, I'm not opposed to ITIL. I have worked at some places that have bad or non-existent processes for dealing with customers and other I.T. groups. ITIL should be able to benefit those types of companies that need some guidance in improving their processes, but should not be used to beat people down. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller Sent: Wednesday, September 19, 2007 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL I'm not disagreeing, but wasn't ITIL of an outgrowth of SOX, which was a reaction to ENRON-like behavior? If that's the case then we're not necessarily getting cheaper/better/more revenue but rather a standardized accounting method? Drew ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
And no, I don't believe that what Norm said (as that's whose statements I addressed my initial post) that change and cost with no tangible benefit is not worth the cost. His remarks, and I'm paraphrasing, were pretty much, I don't believe there is any benefit to ITIL and until someone proves otherwise I'm not going to be believe it. That is correct, and it's fair paraphrase of my original statement. Unless you work for the government or for a non-profit, the company you work for exists to make a profit. Period. If an activity does not increase profitability, it should not be done. That's my opinion, of course, but I think it's common sense. I'm also a person who believes the government should be run like a business whenever possible, so the same rules apply. And you are also correct in saying that I do not believe something until someone provides some sort of credible, verifiable evidence to support it. If someone says, UFOs are visiting the earth, I respond by saying, You have my attention. I'm intrigued. What's your evidence? I do NOT believe the claim just because someone said so--especially if the person making the claim is selling something based on the claim. What I am looking for, in the end, is a little responsibility. You see, I believe that the BMC bashing on this list is probably at an all-time high. (And no, you cannot separate this ITIL argument from BMC as BMC is a huge proponent of ITIL.) Perhaps the level of BMC bashing is indicative of something? Perhaps that many of the people on this list don't like their products or don't like the direction the company is going? If I were someone who needed to make a determination about whether or not to buy the Remedy ITSM suite, and I utilized the list as one of my tools to help make that determination, I would turn and run based on what I've read here concerning ITIL and BMC Support over the last few days. If you don't believe that there are companies who utilize this list for just that reason, you're wrong. I know of more than one company that has done it. I do believe people use this list to make determinations and I'm happy for it! I believe that's a side effect of a little thing called freedom of speech? Finally, when I said Pat is 100% right when he said that change always costs money, how can anybody argue with that? It's common sense! Any change you make costs money. You hope to recoup that cost through a return on investment. That's Business 101. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Remedy KM underTomcat
List, For grins, we're testing Remedy MidTier 7.1 as we've been told by BMC support that it is the fastest (most efficient) version to date. Up to this point, all of our MidTier installations have been as follows: * Windows Server 2003 Standard * IIS6 * MidTier * ServletExec (installed with the MidTier) * RKM under ServletExec MidTier 7.1 ships with Tomcat rather than ServletExec. I assume that Tomcat is used over ServletExec for the performance increase, but this introduces a slight learning curve for me as I'm only familiar with administering ServletExec. I created a clean Windows 2003 installation in a virtual machine and ran the MidTier installer. After the installation, I tested and all was well. Now, onto RKM. I installed RKM 7.1 as I've done in the past and made sure to select Tomcat as the servlet engine. The installer finished without error. However, when trying to test (http://localhost:8080/rkm), I get a Page Not Found error. I tried again without the port number (as to default to port 80) and still get a page not found. I attempted to launch the Tomcat manager via one of the shortcuts created during the install, and see yet another Page Not Found, only this time it isn't the classic browser 404 error, it is an Apache-style page saying the application isn't even there. I redeployed the 1098 RKM war file by replacing the existing war file to see if that would help. No dice. I enabled debugging in the RKM config file and set it to the finest grain of detail (level 3), and restart the web server and Tomcat. When looking at the Tomcat logs, I can see that RKM is starting up and reports success, but I can't access it via the web. Any ideas? Thanks, Ben ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Can we please put this to rest? I'm not sure this is the best forum to debate the benefits/pitfalls of ITIL. I feel like I've waded through 50 messages on this in the past two days. Regards, Craig Carter RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Thursday, September 20, 2007 7:04 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ITIL was around before SOX, and the two barely have anything in common. Where SOX and ITIL overlap is in the approval for changes and monitoring SOX-related assets for unauthorized changes. The only reason there is any overlap is because ITIL gives you guidelines on how to do change management. I think SOX is worse than ITIL in vagueness. Basically, a company has to define what they think SOX is about and build rules to enforce that. There is no common understanding of SOX, where at least in ITIL you can tell the difference between an incident and a problem. Personally, I'm not opposed to ITIL. I have worked at some places that have bad or non-existent processes for dealing with customers and other I.T. groups. ITIL should be able to benefit those types of companies that need some guidance in improving their processes, but should not be used to beat people down. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller Sent: Wednesday, September 19, 2007 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL I'm not disagreeing, but wasn't ITIL of an outgrowth of SOX, which was a reaction to ENRON-like behavior? If that's the case then we're not necessarily getting cheaper/better/more revenue but rather a standardized accounting method? Drew ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Outgoing Date Format using HTML Template
Dear Listers, Anyone can assist on this? I still can't figure it out :-( -Original Message- From: Siti Hawa Bee SHAIK FARID Sent: Tuesday, 18 September, 2007 21:52 To: 'arslist@ARSLIST.ORG' Subject: RE: Outgoing Date Format using HTML Template Dear Ashraf, The thing is, the setting for my AR Server was already set to dd/mm/ but I'm puzzled why the date format for outgoing email is still in US format. Any further advice pls. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ashraf Sultana shaik Sent: Monday, September 17, 2007 18:04 To: arslist@ARSLIST.ORG Subject: Re: Outgoing Date Format using HTML Template Ashraf Sultana shaik wrote: hi, In a Windows environment, the date and time display format is based on the Regional Setting Properties of Control Panel.Change the format to indonesian then u will get u r required format i.e,(dd/month/year),by default the format is english(united states). If the AR System server is running under a different account name or using the default user configuration and you are unable to change the regional properties, you can set the ARDATE, ARDATEONLY, or ARTIMEONLY environment variables. regards, Ashraf sultana. Siti Hawa Bee SHAIK FARID wrote: Dear Listers, I would like to check is there any way to change the date format as dd/mm/ instead of mm/dd/. In Asia we use local date format instead of US date format. Any advised on this? Below is the tempate, look at the created date field. 1) I had checked AR Tool - File - Preference Date format : Short dd/mm/ hh:mm:ss 2) In Admin Tool - File - Server Information Server Time : Fri Sep 14 hh:mm:ss ARS 6.3 patch 20 AR Helpdesk 6.0 _ From: SG-IT Helpdesk Sent: Friday, September 14, 2007 09:24 Cc: SG-IT Helpdesk Subject: Item Technical Issue, Case HD000101628, Low urgency, has been assigned to ACS. Case http://NTARSPSG01/arsys/forms/HPD:HelpDesk/Support/?cacheid=5b2ee7b7ViewFor mServlet?server=ctdayrem02pform=HD%3AHelpDeskeid=HD000101628 HD000101628 has been assigned to your group Vendor, ACS. Kindly update action taken to SG-IT Helpdesk as we need to track the case till closure. _ Requester User ID: cbdl0o Requester Name : San LEOW Phone : 6119 2331 Division/Department: PFS/Sector Management Office/, CBD Location : Plaza 1, #11-02 _ Category : Desktop Type : Outlook Item : Technical Issue Date Created: 9/14/2007 9:22:00 AM _ Status : Assigned Problem Description: Email format distorted. Serial Number : u659809 Model : AV5900 UOB EMAIL DISCLAIMER Any person receiving this email and any attachment(s) contained, shall treat the information as confidential and not misuse, copy, disclose, distribute or retain the information in any way that amounts to a breach of confidentiality. If you are not the intended recipient, please delete all copies of this email from your computer system. As the integrity of this message cannot be guaranteed, neither UOB nor any entity in the UOB Group shall be responsible for the contents. Any opinion in this email may not necessarily represent the opinion of UOB or any entity in the UOB Group. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/Outgoing-Date-Format-using-HTML-Template-tf4440133.htm l#a12732929 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are UOB EMAIL DISCLAIMER Any person receiving this email and any attachment(s) contained, shall treat the information as confidential and not misuse, copy, disclose, distribute or retain the information in any way that amounts to a breach of confidentiality. If you are not the intended recipient, please delete all copies of this email from your computer system. As the integrity of this message cannot be guaranteed, neither UOB nor any entity in the UOB Group shall be responsible for the contents. Any opinion in this email may not necessarily represent the opinion of UOB or any entity in the UOB Group. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
No Norm, re-read your post. It begins: 100% correct. Not partially correct, not I agree with you that change costs money Your statement is 100% correct. Which means you back his entire post. Within that post Patrick makes the statements that I allude to below. So again, you have gone beyond skepticism to stating fact and I would like for you to produce the same documentation/case studies as you implore others to provide. Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, September 20, 2007 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Woah! Hold the phone! You've been fair in quoting me up until this point. My point is, and I'll state it again, I believe it is irresponsible for people to make statements about something, such as ITIL in this instance, that they have no proof of. Norm stated that he thought Patrick's comments were 100% correct. Patrick's comments were that 1. ITIL doesn't save money 2. ITIL doesn't save time 3. ITIL doesn't save energy 4. ITL doesn't make sense My exact word-for-word statement was this: And Pat is right--all change costs money at some point in the change process. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Reporting using BI Cognos
Hello Listers, Ben and Terry,thanks for your replies. Yes I do agree that we can connect without using the AR ODBC driver. I have tried to connect to Cognos through the Database directly and not using the Oracle driver.I used some functions to convert the integer date and the selection fields which are numeric. Are are any other hindrances or field types that have to be taken care of when reporting directly or through the Oracle driver? Any suggestions/tips and tricks will be of great help. Cognos mentions that it supports ODBC 3.5 and above, but even with the ARODBC70 it does not seem to work.Just thought of checking if any of the AR listers has been successful with Cognos and AR ODBC. Thanks and Regards, Veerain On 9/20/07, Ben Cantatore [EMAIL PROTECTED] wrote: Ok, I think I understand the reluctance, yes, you see the tables and their cryptic names. The key is to ignore the tables and report of the views, which off of my oracle ODBC driver, I'm able to do just fine. Perhaps the solution for you is to create a simple report with the Oracle driver and show them and see how they respond. Ben Cantatore Remedy Administrator Avon (914) 935-2946 *Terrence D Paskiewicz [EMAIL PROTECTED]* Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/19/2007 12:25 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Reporting using BI Cognos That's how we feel too. Unfortunately, our Remedy Support Team doesn't agree and we're limited to using the Remedy ODBC driver. One question: If you use an Oracle ODBC driver, do you see the table names and field names, or are you looking at table numbers and field numbers? - Terry -- Sr. Business Systems Analyst Corporate Information Technology ITCS Reporting Services Abbott 200 Abbott Park Road Dept: GA67, Bldg: NWJ46 Abbott Park, IL 60064-6370 Phone (847)937-1889* [EMAIL PROTECTED] [EMAIL PROTECTED] -- This communication may contain information that is proprietary, confidential, or exempt from disclosure. If you are not the intended recipient, please note that any other dissemination, distribution, use or copying of this communication is strictly prohibited. Anyone who receives this message in error should notify the sender immediately by telephone or by return e-mail and delete it from his or her computer. *Ben Cantatore [EMAIL PROTECTED]* Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/19/2007 11:17 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Reporting using BI Cognos Since you're not reporting within Remedy, I see absolutely no reason why you shouldn't use an Oracle driver to report on the data. Ben Cantatore Remedy Administrator Avon (914) 935-2946 *Terrence D Paskiewicz [EMAIL PROTECTED]* Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/19/2007 11:26 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Reporting using BI Cognos Hello Veerain, Please forgive my lack of Remedy terminology - I'm a report developer, not a Remedy admin or developer. We have some people here trying to do the same thing using Cognos 8.2. They attempted to connect via the Remedy ODBC but were not successful. Cognos 8.2 requires ODBC drivers to be compliant with ODBC spec 3.5 or higher. The Remedy-supplied ODBC drivers from AR 6.0 and 6.3 are written to an ODBC spec lower than 3.5. According to Remedy AR 7.0 release notes, the ODBC driver is enhanced and has ODBC spec 3.5 compatibility. I hope this helps. - Terry Let's see... Remedy AR 6.0.3 HP Ux 11 Oracle 10g -- Sr. Business Systems Analyst Corporate Information Technology ITCS Reporting Services Abbott 200 Abbott Park Road Dept: GA67, Bldg: NWJ46 Abbott Park, IL 60064-6370 Phone (847)937-1889* [EMAIL PROTECTED] [EMAIL PROTECTED] -- This communication may contain information that is proprietary, confidential, or exempt from disclosure. If you are not the intended recipient, please note that any other dissemination, distribution, use or copying of this communication is strictly prohibited. Anyone who receives this message in error should notify the sender immediately by telephone or by return e-mail and delete it from his or her computer. *Veerain G [EMAIL PROTECTED]* Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/18/2007 11:43 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Reporting using BI Cognos ** Hello Listers, ARS 5.1.2.and ARS 6.3 Oracle 9i Solaris We have BI Cognos 8.2 used for reporting in our organisation.Could Cognos be used for Remedy reporting. Is there
Re: OT -- Sort Of: Computerworld reports on ITIL
I clarified my position--I agree 100% with Pat's claim that all change costs money. I think I probably also agree with everything else he said, but I don't feel like re-reading it all. All of that is not the point, and I think you realize that. You're simply trying to shift the burden of proof onto the skeptic by saying, You said this or that, so now the monkey is on your back. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Thursday, September 20, 2007 8:49 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL No Norm, re-read your post. It begins: 100% correct. Not partially correct, not I agree with you that change costs money Your statement is 100% correct. Which means you back his entire post. Within that post Patrick makes the statements that I allude to below. So again, you have gone beyond skepticism to stating fact and I would like for you to produce the same documentation/case studies as you implore others to provide. Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, September 20, 2007 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Woah! Hold the phone! You've been fair in quoting me up until this point. My point is, and I'll state it again, I believe it is irresponsible for people to make statements about something, such as ITIL in this instance, that they have no proof of. Norm stated that he thought Patrick's comments were 100% correct. Patrick's comments were that 1. ITIL doesn't save money 2. ITIL doesn't save time 3. ITIL doesn't save energy 4. ITL doesn't make sense My exact word-for-word statement was this: And Pat is right--all change costs money at some point in the change process. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Flashboard customqual
Kevin: The customqual passes the qualification to the FB on the event specified by the Active Link as is. The best way to achieve this is to set your date/time values into a temp field and then use the tempField in the customqual. Subash ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy KM underTomcat
I ran into a similar problem and I can't recall the exact solution. The error in my case occurred because of some customizing I did of Tomcat. Jim Davis at BMC Support was able to help me fix the problems, so you might want to call BMC Support and try to get your ticket opened with him. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. Sent: Thursday, September 20, 2007 8:20 AM To: arslist@ARSLIST.ORG Subject: Remedy KM underTomcat ** List, For grins, we're testing Remedy MidTier 7.1 as we've been told by BMC support that it is the fastest (most efficient) version to date. Up to this point, all of our MidTier installations have been as follows: * Windows Server 2003 Standard * IIS6 * MidTier * ServletExec (installed with the MidTier) * RKM under ServletExec MidTier 7.1 ships with Tomcat rather than ServletExec. I assume that Tomcat is used over ServletExec for the performance increase, but this introduces a slight learning curve for me as I'm only familiar with administering ServletExec. I created a clean Windows 2003 installation in a virtual machine and ran the MidTier installer. After the installation, I tested and all was well. Now, onto RKM. I installed RKM 7.1 as I've done in the past and made sure to select Tomcat as the servlet engine. The installer finished without error. However, when trying to test (http://localhost:8080/rkm), I get a Page Not Found error. I tried again without the port number (as to default to port 80) and still get a page not found. I attempted to launch the Tomcat manager via one of the shortcuts created during the install, and see yet another Page Not Found, only this time it isn't the classic browser 404 error, it is an Apache-style page saying the application isn't even there. I redeployed the 1098 RKM war file by replacing the existing war file to see if that would help. No dice. I enabled debugging in the RKM config file and set it to the finest grain of detail (level 3), and restart the web server and Tomcat. When looking at the Tomcat logs, I can see that RKM is starting up and reports success, but I can't access it via the web. Any ideas? Thanks, Ben __20060125___This posting was submitted with HTML in it___ Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Can we have dynamic form titles?
Hello Listers, ARS 5.1.2 and ARS 6.3 Oracle 9i Solaris Midtier 5.1.2 in-house helpdesk application. Is it possible to pass parameters to the form alias.For a view of a form I give an alias in the View propertiesaliases and labels.Here i am not able to specify a dynamic value.Suppose when the user opens a record the form title should read as 'Ticket info for $Company$', where $Company$ should be the company name value for that ticket that has been opened. Any thoughts on how this could be done? Thanks and Regards, Veerain ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Scott, I know you're smart enough to know the difficulty in proving a negative. Proving that an event provides a result is a lot easier than showing that it there's no connection, because it's the difference between proving one actual connection path vs. many potential ones - all of which have to be disproven without the presence of evidence. So I stand by my statement that those suggesting the merit of a change are the ones to be charged with demonstrating that merit. If the burden of proof were on those wanting no change, against what would they compare the benefits of no change? The data for comparison wouldn't be there unless someone had suggested one or more alternatives, and attempted to demonstrate their value. I also agree with whoever said it's about the people more than the tools. If two similar companies implement ITIL (or anything else), the more successful one will probably be the one with the better people making decisions with the most adherance to the process. The level of commitment to the process must be a part of the ROI analysis. Rick On 9/20/07, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] wrote: I clarified my position--I agree 100% with Pat's claim that all change costs money. I think I probably also agree with everything else he said, but I don't feel like re-reading it all. All of that is not the point, and I think you realize that. You're simply trying to shift the burden of proof onto the skeptic by saying, You said this or that, so now the monkey is on your back. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Thursday, September 20, 2007 8:49 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL No Norm, re-read your post. It begins: 100% correct. Not partially correct, not I agree with you that change costs money Your statement is 100% correct. Which means you back his entire post. Within that post Patrick makes the statements that I allude to below. So again, you have gone beyond skepticism to stating fact and I would like for you to produce the same documentation/case studies as you implore others to provide. Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, September 20, 2007 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Woah! Hold the phone! You've been fair in quoting me up until this point. My point is, and I'll state it again, I believe it is irresponsible for people to make statements about something, such as ITIL in this instance, that they have no proof of. Norm stated that he thought Patrick's comments were 100% correct. Patrick's comments were that 1. ITIL doesn't save money 2. ITIL doesn't save time 3. ITIL doesn't save energy 4. ITL doesn't make sense My exact word-for-word statement was this: And Pat is right--all change costs money at some point in the change process. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
That's a very good example. The original ARS was designed such that each of those four Help Desks could have its own customized Help Desk tool--built to their processes, not the other way around. BMC is now clearly reversing its direction on that. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Darrell Reading Sent: Thursday, September 20, 2007 9:12 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Hypothetically, because I know that this would never happen in a company of any size, but hypothetically, let's say that a company has many help desks. Out of the many help desks, lets focus on their top four. They may have a help desk that deals with field issues, one that deals with mainframes, one that deals with minicomputers in the homeoffice, and one that deals with PC's. Now, let's say that they all have their processes and their forms to work their flavor of tickets and issues. So we have four help desks with four forms, working their tickets in similar ways, but not so closely that they could use one form. There is a common interface built in that will allow teams that may be affected by the tickets on all four help desks. The interface is built, and tickets are managed. Would it make sense to take all these hypothetical help desks, and merge their processes for issues that are worked in different ways so that they can have the best practices of each team? Would it make sense for an lpar ticket and dll ticket, or a new install ticket for a pc, minicomputer, mainframe to be worked the same way. Would it make sense to have so many fields, sub forms, and workflow to choke a donkey in one form, so that this hypothetical company can embrace best practices? I don't know... All this is hypothetically, I wouldn't know of a company that big, that would have that many people, working on such a large amount of issues and opportunities. Darrell E Reading II Contact Center Development Wal-Mart 45739 [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, September 20, 2007 08:56 To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL I clarified my position--I agree 100% with Pat's claim that all change costs money. I think I probably also agree with everything else he said, but I don't feel like re-reading it all. All of that is not the point, and I think you realize that. You're simply trying to shift the burden of proof onto the skeptic by saying, You said this or that, so now the monkey is on your back. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Thursday, September 20, 2007 8:49 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL No Norm, re-read your post. It begins: 100% correct. Not partially correct, not I agree with you that change costs money Your statement is 100% correct. Which means you back his entire post. Within that post Patrick makes the statements that I allude to below. So again, you have gone beyond skepticism to stating fact and I would like for you to produce the same documentation/case studies as you implore others to provide. Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, September 20, 2007 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Woah! Hold the phone! You've been fair in quoting me up until this point. My point is, and I'll state it again, I believe it is irresponsible for people to make statements about something, such as ITIL in this instance, that they have no proof of. Norm stated that he thought Patrick's comments were 100% correct. Patrick's comments were that 1. ITIL doesn't save money 2. ITIL doesn't save time 3. ITIL doesn't save energy 4. ITL doesn't make sense My exact word-for-word statement was this: And Pat is right--all change costs money at some point in the change process. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are - ** This email and any files
OLE Automation
Hello all, I am using OLE to generate an email from a Remedy form to Outlook. I was wondering if anyone has had experience changing the From field in the email to make it look like it came from the Remedy Server's mail account instead of the end user? This way if the recipient responds it will be received by Remedy and I have workflow designed to post the email and its contents back into the ticket it came from. Any information would be appreciated... Thanks, Seth Wrye ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Hypothetically, because I know that this would never happen in a company of any size, but hypothetically, let's say that a company has many help desks. Out of the many help desks, lets focus on their top four. They may have a help desk that deals with field issues, one that deals with mainframes, one that deals with minicomputers in the homeoffice, and one that deals with PC's. Now, let's say that they all have their processes and their forms to work their flavor of tickets and issues. So we have four help desks with four forms, working their tickets in similar ways, but not so closely that they could use one form. There is a common interface built in that will allow teams that may be affected by the tickets on all four help desks. The interface is built, and tickets are managed. Would it make sense to take all these hypothetical help desks, and merge their processes for issues that are worked in different ways so that they can have the best practices of each team? Would it make sense for an lpar ticket and dll ticket, or a new install ticket for a pc, minicomputer, mainframe to be worked the same way. Would it make sense to have so many fields, sub forms, and workflow to choke a donkey in one form, so that this hypothetical company can embrace best practices? I don't know... All this is hypothetically, I wouldn't know of a company that big, that would have that many people, working on such a large amount of issues and opportunities. Darrell E Reading II Contact Center Development Wal-Mart 45739 [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, September 20, 2007 08:56 To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL I clarified my position--I agree 100% with Pat's claim that all change costs money. I think I probably also agree with everything else he said, but I don't feel like re-reading it all. All of that is not the point, and I think you realize that. You're simply trying to shift the burden of proof onto the skeptic by saying, You said this or that, so now the monkey is on your back. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Thursday, September 20, 2007 8:49 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL No Norm, re-read your post. It begins: 100% correct. Not partially correct, not I agree with you that change costs money Your statement is 100% correct. Which means you back his entire post. Within that post Patrick makes the statements that I allude to below. So again, you have gone beyond skepticism to stating fact and I would like for you to produce the same documentation/case studies as you implore others to provide. Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, September 20, 2007 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Woah! Hold the phone! You've been fair in quoting me up until this point. My point is, and I'll state it again, I believe it is irresponsible for people to make statements about something, such as ITIL in this instance, that they have no proof of. Norm stated that he thought Patrick's comments were 100% correct. Patrick's comments were that 1. ITIL doesn't save money 2. ITIL doesn't save time 3. ITIL doesn't save energy 4. ITL doesn't make sense My exact word-for-word statement was this: And Pat is right--all change costs money at some point in the change process. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are - ** This email and any files transmitted with it are confidential and intended solely for the individual or entity to whom they are addressed. If you have received this email in error destroy it immediately. ** Wal-Mart Confidential ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Okay, I think I made a statement I shouldn't have. I'm sorry IT Prophets, if I bashed you, and I hope I didn't cost you any customers. I was not serious in what I said about never doing business with them. I know nothing about the company, so please, if you are looking for consultants, do not rule them out because of this thread. With that said, I think I've made my point of view very clear, and I do not see this thread going anywhere. There are obviously some biases (is that even a word?) on the whole ITSM and ITIL thing. We obviously aren't going to be able to solve those here. Some of us hate it because of experience, some people love it because it is their job. Others are in the middle. I just personally think it's more complex than hit should be, if not for that, then I would be a fan of it. I'm not going to respond any more to this thread, as I believe it is now becoming counter-productive. Thanks to all who replied, and let's just let it rest for now. To those who are not happy with the traffic on this thread, my advice to you is to just simply not read any more emails with the subject of RE: OT -- Sort Of: Computerworld reports on ITIL. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Thursday, September 20, 2007 8:49 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL No Norm, re-read your post. It begins: 100% correct. Not partially correct, not I agree with you that change costs money Your statement is 100% correct. Which means you back his entire post. Within that post Patrick makes the statements that I allude to below. So again, you have gone beyond skepticism to stating fact and I would like for you to produce the same documentation/case studies as you implore others to provide. Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, September 20, 2007 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Woah! Hold the phone! You've been fair in quoting me up until this point. My point is, and I'll state it again, I believe it is irresponsible for people to make statements about something, such as ITIL in this instance, that they have no proof of. Norm stated that he thought Patrick's comments were 100% correct. Patrick's comments were that 1. ITIL doesn't save money 2. ITIL doesn't save time 3. ITIL doesn't save energy 4. ITL doesn't make sense My exact word-for-word statement was this: And Pat is right--all change costs money at some point in the change process. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Can we have dynamic form titles?
Veerain, If you only care about the Mid-Tier then I think there might be a way to do this after the form is populated with data that could supply a $Company$ value. There is a special clause in the Active Link Run Process action that understands (for the Mid-Tier) that any Run Process starting with javascript: is actually a call to javascript. My understanding/guess is that the special prefix is striped from the Run Process action and the remaining values are evaluated in the javascript eval() function. So if you know the DHTML to change the title for a page, and your browser supports it... then you should be able to do this. Lot's of if's in there... but you might be dealing with multiple browsers, and I have no idea if the title attribute for a page can be dynamically changed. But you have a shot at making it work all the same. HTH. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/20/07, Veerain G [EMAIL PROTECTED] wrote: ** Hello Listers, ARS 5.1.2 and ARS 6.3 Oracle 9i Solaris Midtier 5.1.2 in-house helpdesk application. Is it possible to pass parameters to the form alias.For a view of a form I give an alias in the View propertiesaliases and labels.Here i am not able to specify a dynamic value.Suppose when the user opens a record the form title should read as 'Ticket info for $Company$', where $Company$ should be the company name value for that ticket that has been opened. Any thoughts on how this could be done? Thanks and Regards, Veerain __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
RE : sqlplus sessions that are not closed.
Downlaoded some utilities from the nest so hope they help. Frex Popo [EMAIL PROTECTED] a écrit :Hi everyone, I have checked the production environment yesterday, I saw dozens of sqlplus.exe session which for some reasons are not terminated and kept hanging. As I am knew with the system I dont know how long this has been going on or what might cause it. My question is have you ever seen this happening with Oracle 9.2? Could it be a bug with the client? I am running ARS6.3 with ITSM6.0 on a windows 2003 machine. I am assuming that these could be sql commands submited from filters or some escalations. The processes all are initiated by the production remedy user. I am thinking about dumping all the WF to a text file and search for the sqlplus commands and take it from there. I am also enabling the sql log but this would be more usefull if I know the start time of these defunct processes on the production machine. The Task manager doesn't tell me when these processes have started and from what machine etc.. Do you know anyway of finding out when these processes have started? Many thanks in advance frex - Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail - Découvrez le blog Yahoo! Mail : dernières nouveautés, astuces, conseils.. et vos réactions ! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OLE Automation
We used to do that, but we never could send it From the server's address using OLE. Eventually annoying Outlook security popups made the whole thing hard to use. So we reworked it by giving the user a Remedy form where they define the To, Subject, and Body and then hit a Send button. This form then uses a filter to send an email. We actually want it to come from the users so we put their email address in the From, but you could just let that populate to your server's email address. This is a pretty flexible solution that also works through Mid Tier. Chad Hall (501) 342-2650 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Seth Wrye Sent: Thursday, September 20, 2007 9:11 AM To: arslist@ARSLIST.ORG Subject: OLE Automation Hello all, I am using OLE to generate an email from a Remedy form to Outlook. I was wondering if anyone has had experience changing the From field in the email to make it look like it came from the Remedy Server's mail account instead of the end user? This way if the recipient responds it will be received by Remedy and I have workflow designed to post the email and its contents back into the ticket it came from. Any information would be appreciated... Thanks, Seth Wrye __20060125___This posting was submitted with HTML in it___ *** The information contained in this communication is confidential, is intended only for the use of the recipient named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please resend this communication to the sender and delete the original message or any copy of it from your computer system. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Fascinating thread. Having been in Remedy for the past 9 years, off and on again, I am not really surprised at the advent of an ITIL standard. Pre Version 7 version of Remedy have been driving at the ITIL goals for quite a while. I fact, I would say that the ITIL folks stole their ideas from Remedy, but ... Having seen ITSM 7 roll out, in a very large corporation with SARBOX constraints and a mature change management process defined, I think it is a good tool. That company could afford to spend the mega bucks for the tool and its care and feeding, because it supported their need to demonstrate SARBOX compliance. I am currently fielding ITSM 7 for a smaller organization with out a rich change control process. They are adopting the tool because their sup-piers requires ITIL like processes. They purchased ITSM 7 because they felt that it would give them those processes. My inclination was they are wrong, but I have come to see they staff change and adopt more ITIL like processes. Also their supplier has certified that as being ITIL like compliant. This is work mega bucks to them and worth all the pain it took to get there. I think what is important here is that people choose a way of doing business and stick to it. In both of these cases it is IT aligning with the business, because the business told them to do so. Does ITIL save money -- probably not, Does ITIL saving time -- probably not, Does ITIL save energy -- not yet, we are still spinning wheels, Does ITIL make your SOX compliant -- probably not, Does ITIL make sense -- All the executives I have met think so. To me, the complexity of ITSM 7 and all the rules and rigor can be counterproductive. It is definitely very costly. It is also important to remember that ITSM 7 is not a true Remedy/BMC product but a purchased one. Speculating, It was purchased to make the product ITIL compliant, which unfortunately with some tweaking the old one would have been too. We have to like with it until BMC can remove all the bugs and streamline it more. John Rosquist Windward Consulting - Original Message From: Scott Parrish [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, September 20, 2007 9:48:42 AM Subject: Re: OT -- Sort Of: Computerworld reports on ITIL No Norm, re-read your post. It begins: 100% correct. Not partially correct, not I agree with you that change costs money Your statement is 100% correct. Which means you back his entire post. Within that post Patrick makes the statements that I allude to below. So again, you have gone beyond skepticism to stating fact and I would like for you to produce the same documentation/case studies as you implore others to provide. Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, September 20, 2007 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Woah! Hold the phone! You've been fair in quoting me up until this point. My point is, and I'll state it again, I believe it is irresponsible for people to make statements about something, such as ITIL in this instance, that they have no proof of. Norm stated that he thought Patrick's comments were 100% correct. Patrick's comments were that 1. ITIL doesn't save money 2. ITIL doesn't save time 3. ITIL doesn't save energy 4. ITL doesn't make sense My exact word-for-word statement was this: And Pat is right--all change costs money at some point in the change process. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Luggage? GPS? Comic books? Check out fitting gifts for grads at Yahoo! Search http://search.yahoo.com/search?fr=oni_on_mailp=graduation+giftscs=bz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Can we have dynamic form titles?
Veerain, Actually, it can be done, but at a cost. In the View Properties | Request Aliases, you can change the Request Identifier to a different field. By playing with this and the aliases, you can make the title display as you've requested. The cost is that the ticket number is no longer displayed in the title. I suppose you could get around this by creating a hidden field, and workflow to update it, that has all the data you want for the title... HTH Mark //SIGNED// MARK A. WORLEY, Contractor, 2 SOS/SYOS Remedy ARS Support, SAIC Commercial: (402) 294-8226 DSN: 271-8226 mailto:[EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, September 20, 2007 09:26 To: arslist@ARSLIST.ORG Subject: Re: Can we have dynamic form titles? Veerain, If you only care about the Mid-Tier then I think there might be a way to do this after the form is populated with data that could supply a $Company$ value. There is a special clause in the Active Link Run Process action that understands (for the Mid-Tier) that any Run Process starting with javascript: is actually a call to javascript. My understanding/guess is that the special prefix is striped from the Run Process action and the remaining values are evaluated in the javascript eval() function. So if you know the DHTML to change the title for a page, and your browser supports it... then you should be able to do this. Lot's of if's in there... but you might be dealing with multiple browsers, and I have no idea if the title attribute for a page can be dynamically changed. But you have a shot at making it work all the same. HTH. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/20/07, Veerain G [EMAIL PROTECTED] wrote: ** Hello Listers, ARS 5.1.2 and ARS 6.3 Oracle 9i Solaris Midtier 5.1.2 in-house helpdesk application. Is it possible to pass parameters to the form alias.For a view of a form I give an alias in the View propertiesaliases and labels.Here i am not able to specify a dynamic value.Suppose when the user opens a record the form title should read as 'Ticket info for $Company$', where $Company$ should be the company name value for that ticket that has been opened. Any thoughts on how this could be done? Thanks and Regards, Veerain __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Obviously this thread touched a sensitive nerve that's aching for a lot of people. It's kind of interesting to remember how ITIL started - the British Government wanted to standardize the framework for IT service delivery. Their focus was on them as a customer - How is our tax money being spent on IT and are they following any guidelines to support us [the government]? This all started in the 80's and really got rolling in the 90's. It was of course adopted outside the UK much later and most of us started hearing about around 2001 or so. The purpose of ITIL is not to force change in processes or to consolidate services that are spread out among different groups in the organizations - although both of those certainly happen. More on that in a second... The real purpose of ITIL is to make sure that service management is standardized within an organization and meets some industry norms. More importantly, it is (in theory at least) put into place to make the business more effective overall. The costs could be higher or lower for an IT organization putting ITIL in place. However, that is not the best way to measure it. The real measure is whether or not it makes revenue generation (or cost savings) throughout the entire enterprise more effective. An additional cost of $100,000 to an IT department for a project may be cost prohibitive - but if it will save the company $2,000,000 a year in other departments it's a no-brainer. Successful ITIL implementations also forces organizations to look at the big picture. Many IT organizations have dozens and dozens of local groups with good tribal knowledge that provide excellent services. However, what is an IT manager who is implementing ITIL supposed to do when they see that they have 15 different support groups with 15 different methods of measuring the SLA to the same set of customers? Should the tech support division of a giant communications company respond to a customer faster or slower than the billing department? The answer from a customer perspective is usually no. So why would an IT Manager want to install 15 different SLA tools that all measure the same way? The redundancy in hardware alone makes the costs skyrocket. In regards to BMC Remedy ITIL is neither a good or bad thing. As others have said it's more about the effectiveness of implementation. I will be willing to wager (but not more than $1 since I'm no real gambler...) that all failed ITIL implementations are ones where top management didn't buy into the process and take the time and dedication to work through the big picture items. William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy KM underTomcat
I assume that Tomcat is used over ServletExec for the performance increase Just FYI, ServletExec is still fully supported and can be used with AR System 7.1.00. A servlet engine is included with AR System for the convenience of Windows customers because IIS does not have a built-in servlet engine. The change from providing ServletExec to providing Tomcat is documented in the Statement of Direction here if you want the details: http://www.bmc.com/products/documents/66/48/66648/66648.pdf Bottom line: BMC is not recommending for or against the use of ServletExec. If your life is easier by using ServletExec, please feel free to do so. If you life it easier by using Tomcat, please feel free to do so. Both are supported. Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. Sent: Thursday, September 20, 2007 6:20 AM To: arslist@ARSLIST.ORG Subject: Remedy KM underTomcat ** List, For grins, we're testing Remedy MidTier 7.1 as we've been told by BMC support that it is the fastest (most efficient) version to date. Up to this point, all of our MidTier installations have been as follows: * Windows Server 2003 Standard * IIS6 * MidTier * ServletExec (installed with the MidTier) * RKM under ServletExec MidTier 7.1 ships with Tomcat rather than ServletExec. I assume that Tomcat is used over ServletExec for the performance increase, but this introduces a slight learning curve for me as I'm only familiar with administering ServletExec. I created a clean Windows 2003 installation in a virtual machine and ran the MidTier installer. After the installation, I tested and all was well. Now, onto RKM. I installed RKM 7.1 as I've done in the past and made sure to select Tomcat as the servlet engine. The installer finished without error. However, when trying to test (http://localhost:8080/rkm), I get a Page Not Found error. I tried again without the port number (as to default to port 80) and still get a page not found. I attempted to launch the Tomcat manager via one of the shortcuts created during the install, and see yet another Page Not Found, only this time it isn't the classic browser 404 error, it is an Apache-style page saying the application isn't even there. I redeployed the 1098 RKM war file by replacing the existing war file to see if that would help. No dice. I enabled debugging in the RKM config file and set it to the finest grain of detail (level 3), and restart the web server and Tomcat. When looking at the Tomcat logs, I can see that RKM is starting up and reports success, but I can't access it via the web. Any ideas? Thanks, Ben __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Outgoing Date Format using HTML Template
In the EmailDaemon.properties file for the Email engine there are entries for Date formats. Perhaps you need to set these com.remedy.arsys.emaildaemon.ARDATE= com.remedy.arsys.emaildaemon.ARDATEONLY= com.remedy.arsys.emaildaemon.ARTIMEONLY= Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID Sent: Thursday, September 20, 2007 8:41 AM To: arslist@ARSLIST.ORG Subject: Re: Outgoing Date Format using HTML Template Dear Listers, Anyone can assist on this? I still can't figure it out :-( -Original Message- From: Siti Hawa Bee SHAIK FARID Sent: Tuesday, 18 September, 2007 21:52 To: 'arslist@ARSLIST.ORG' Subject: RE: Outgoing Date Format using HTML Template Dear Ashraf, The thing is, the setting for my AR Server was already set to dd/mm/ but I'm puzzled why the date format for outgoing email is still in US format. Any further advice pls. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ashraf Sultana shaik Sent: Monday, September 17, 2007 18:04 To: arslist@ARSLIST.ORG Subject: Re: Outgoing Date Format using HTML Template Ashraf Sultana shaik wrote: hi, In a Windows environment, the date and time display format is based on the Regional Setting Properties of Control Panel.Change the format to indonesian then u will get u r required format i.e,(dd/month/year),by default the format is english(united states). If the AR System server is running under a different account name or using the default user configuration and you are unable to change the regional properties, you can set the ARDATE, ARDATEONLY, or ARTIMEONLY environment variables. regards, Ashraf sultana. Siti Hawa Bee SHAIK FARID wrote: Dear Listers, I would like to check is there any way to change the date format as dd/mm/ instead of mm/dd/. In Asia we use local date format instead of US date format. Any advised on this? Below is the tempate, look at the created date field. 1) I had checked AR Tool - File - Preference Date format : Short dd/mm/ hh:mm:ss 2) In Admin Tool - File - Server Information Server Time : Fri Sep 14 hh:mm:ss ARS 6.3 patch 20 AR Helpdesk 6.0 _ From: SG-IT Helpdesk Sent: Friday, September 14, 2007 09:24 Cc: SG-IT Helpdesk Subject: Item Technical Issue, Case HD000101628, Low urgency, has been assigned to ACS. Case http://NTARSPSG01/arsys/forms/HPD:HelpDesk/Support/?cacheid=5b2ee7b7Vie wFor mServlet?server=ctdayrem02pform=HD%3AHelpDeskeid=HD000101628 HD000101628 has been assigned to your group Vendor, ACS. Kindly update action taken to SG-IT Helpdesk as we need to track the case till closure. _ Requester User ID: cbdl0o Requester Name : San LEOW Phone : 6119 2331 Division/Department: PFS/Sector Management Office/, CBD Location : Plaza 1, #11-02 _ Category : Desktop Type : Outlook Item : Technical Issue Date Created: 9/14/2007 9:22:00 AM _ Status : Assigned Problem Description: Email format distorted. Serial Number : u659809 Model : AV5900 UOB EMAIL DISCLAIMER Any person receiving this email and any attachment(s) contained, shall treat the information as confidential and not misuse, copy, disclose, distribute or retain the information in any way that amounts to a breach of confidentiality. If you are not the intended recipient, please delete all copies of this email from your computer system. As the integrity of this message cannot be guaranteed, neither UOB nor any entity in the UOB Group shall be responsible for the contents. Any opinion in this email may not necessarily represent the opinion of UOB or any entity in the UOB Group. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/Outgoing-Date-Format-using-HTML-Template-tf4440133 .htm l#a12732929 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are UOB EMAIL DISCLAIMER Any person receiving this email and any attachment(s) contained, shall treat the information as confidential and not misuse, copy, disclose, distribute or retain the information in any way that amounts to a breach of confidentiality. If you are not the intended recipient, please delete all copies of this email from your computer system. As the integrity of this message
BMC Foundation Discovery - Installation?
Can BMC Foundation Discovery Datastore be install on SQL Server specified instance or does it matter regarding performance? We only have one SQL Server box to work with. thanks Window Server 2003 SQL 2005 BMC FD 1.4 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy KM underTomcat
So, is it faster? Inquiring minds want to know. Additionally, is ServletExec installation directly supported in the Midtier 7.1 installer or does it only install/configure Tomcat and you had to select other and install/configure ServletExec manually? Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: Thursday, September 20, 2007 9:17 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy KM underTomcat I assume that Tomcat is used over ServletExec for the performance increase Just FYI, ServletExec is still fully supported and can be used with AR System 7.1.00. A servlet engine is included with AR System for the convenience of Windows customers because IIS does not have a built-in servlet engine. The change from providing ServletExec to providing Tomcat is documented in the Statement of Direction here if you want the details: http://www.bmc.com/products/documents/66/48/66648/66648.pdf Bottom line: BMC is not recommending for or against the use of ServletExec. If your life is easier by using ServletExec, please feel free to do so. If you life it easier by using Tomcat, please feel free to do so. Both are supported. Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. Sent: Thursday, September 20, 2007 6:20 AM To: arslist@ARSLIST.ORG Subject: Remedy KM underTomcat ** List, For grins, we're testing Remedy MidTier 7.1 as we've been told by BMC support that it is the fastest (most efficient) version to date. Up to this point, all of our MidTier installations have been as follows: 1. Windows Server 2003 Standard 2. IIS6 3. MidTier 4. ServletExec (installed with the MidTier) 5. RKM under ServletExec MidTier 7.1 ships with Tomcat rather than ServletExec. I assume that Tomcat is used over ServletExec for the performance increase, but this introduces a slight learning curve for me as I'm only familiar with administering ServletExec. I created a clean Windows 2003 installation in a virtual machine and ran the MidTier installer. After the installation, I tested and all was well. Now, onto RKM. I installed RKM 7.1 as I've done in the past and made sure to select Tomcat as the servlet engine. The installer finished without error. However, when trying to test (http://localhost:8080/rkm), I get a Page Not Found error. I tried again without the port number (as to default to port 80) and still get a page not found. I attempted to launch the Tomcat manager via one of the shortcuts created during the install, and see yet another Page Not Found, only this time it isn't the classic browser 404 error, it is an Apache-style page saying the application isn't even there. I redeployed the 1098 RKM war file by replacing the existing war file to see if that would help. No dice. I enabled debugging in the RKM config file and set it to the finest grain of detail (level 3), and restart the web server and Tomcat. When looking at the Tomcat logs, I can see that RKM is starting up and reports success, but I can't access it via the web. Any ideas? Thanks, Ben __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
I suppose one of the big objections I have every time the ITIL matter comes up is people usually tend to describe the situation as black-and-white--if you don't have ITIL, your business is chaotic, SLAs aren't uniform across the enterprise, you have redundant and inefficient work being done, processes aren't standardized and so on. The portrayal repeatedly is the Beavis and Butthead model vs. the ITIL model and if you're not doing ITIL, you're Beavis and Butthead. So when I say, Where are the cost savings? people chime in with the old, Well you get cost savings through better processes, standardization across the enterprise, improved efficiency, uniform SLAs, consistent documentation... but that assumes that the organization in question ISN'T ALREADY DOING THOSE THINGS WELL. Clearly *any* process is better than *no* process, but my contention is, in organizations with solid processes and toolsets already in place, how is ITIL/ITSM going to make things better? That's where I want to see the evidence. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Thursday, September 20, 2007 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Obviously this thread touched a sensitive nerve that's aching for a lot of people. It's kind of interesting to remember how ITIL started - the British Government wanted to standardize the framework for IT service delivery. Their focus was on them as a customer - How is our tax money being spent on IT and are they following any guidelines to support us [the government]? This all started in the 80's and really got rolling in the 90's. It was of course adopted outside the UK much later and most of us started hearing about around 2001 or so. The purpose of ITIL is not to force change in processes or to consolidate services that are spread out among different groups in the organizations - although both of those certainly happen. More on that in a second... The real purpose of ITIL is to make sure that service management is standardized within an organization and meets some industry norms. More importantly, it is (in theory at least) put into place to make the business more effective overall. The costs could be higher or lower for an IT organization putting ITIL in place. However, that is not the best way to measure it. The real measure is whether or not it makes revenue generation (or cost savings) throughout the entire enterprise more effective. An additional cost of $100,000 to an IT department for a project may be cost prohibitive - but if it will save the company $2,000,000 a year in other departments it's a no-brainer. Successful ITIL implementations also forces organizations to look at the big picture. Many IT organizations have dozens and dozens of local groups with good tribal knowledge that provide excellent services. However, what is an IT manager who is implementing ITIL supposed to do when they see that they have 15 different support groups with 15 different methods of measuring the SLA to the same set of customers? Should the tech support division of a giant communications company respond to a customer faster or slower than the billing department? The answer from a customer perspective is usually no. So why would an IT Manager want to install 15 different SLA tools that all measure the same way? The redundancy in hardware alone makes the costs skyrocket. In regards to BMC Remedy ITIL is neither a good or bad thing. As others have said it's more about the effectiveness of implementation. I will be willing to wager (but not more than $1 since I'm no real gambler...) that all failed ITIL implementations are ones where top management didn't buy into the process and take the time and dedication to work through the big picture items. William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
RE : sqlplus sessions that are not closed.
Problem solved ... A PL/SQL script was causing all this mayhem :) Me thinking, who ever wrote this script might have tested it on some TOAD but never on the command line using sqlplus ... ! I personally would have :) Some interesting utilities on sysinternals.com. Thanks to eveyone and have a nice evening. Frex Popo [EMAIL PROTECTED] a écrit : Downlaoded some utilities from the nest so hope they help. Frex Popo [EMAIL PROTECTED] a écrit : Hi everyone, I have checked the production environment yesterday, I saw dozens of sqlplus.exe session which for some reasons are not terminated and kept hanging. As I am knew with the system I dont know how long this has been going on or what might cause it. My question is have you ever seen this happening with Oracle 9.2? Could it be a bug with the client? I am running ARS6.3 with ITSM6.0 on a windows 2003 machine. I am assuming that these could be sql commands submited from filters or some escalations. The processes all are initiated by the production remedy user. I am thinking about dumping all the WF to a text file and search for the sqlplus commands and take it from there. I am also enabling the sql log but this would be more usefull if I know the start time of these defunct processes on the production machine. The Task manager doesn't tell me when these processes have started and from what machine etc.. Do you know anyway of finding out when these processes have started? Many thanks in advance frex - Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail - Découvrez le blog Yahoo! Mail : dernières nouveautés, astuces, conseils.. et vos réactions ! - Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
IBM MRO?
Hi All... I was wondering if anyone knows anything about the IBM MRO product? Is it the opinion that this product will overtake the market share that Remedy currently holds? Just curious to see what if any buzz is out there about the product. Thanks!! Mary ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Foundation Discovery - Installation?
Well, that depends on two things - how powerful that server is, and to what extent you're willing to deal with performance issues on that box when a discovery process is running - FD will basically take over that box during that process. There's a reason BMC recommends that FD be on its own server. Rick On 9/20/07, T Wang [EMAIL PROTECTED] wrote: ** Can BMC Foundation Discovery Datastore be install on SQL Server specified instance or does it matter regarding performance? We only have one SQL Server box to work with. thanks Window Server 2003 SQL 2005 BMC FD 1.4 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Resolved: Q: Attachment Pool and Web Services in v6.3
Apparently, the attachment pool wasn't on the form when the developer created the web service. When recreated, the field mappings now show up. Craig Carter From: Carter, Craig J Civ ARPC/DPD Sent: Thursday, September 20, 2007 6:57 AM To: arslist@ARSLIST.ORG Subject: Q: Attachment Pool and Web Services in v6.3 We have a developer building an interface to an external web service using ARS v6.3 and one of the requirements is we sent them a file. He is trying to take a file stored in an attachment pool on the form but he doesn't see any support for attachment pools in the mappings. Can anyone shed some light on how to send a file using the built-in web services in v6.3? Is it possible or do we need to use the API? Is this available in v7.01 or v7.1? Craig Carter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: IBM MRO?
Mary, Yes, we are currently working with it and are the first IBM partner to deploy it in the US after the acquistion. IBM acquired it because of the asset management capability and plan on integrating it with their version of a CCMDB (Configuration and Change Management Database). They are also planning on improving on the help desk web based component and it appears they are going back to using their original Tivoli Service Desk name and include it under the Tivoli software suite. Personally, I think the move was to compete directly with Remedy in that space. Only time will tell if it will overtake the Remedy market share, but based on some of the customer issues with BMC it could be a real possibility. Just my .02. If you have specific questions about the IBM product just let me know. Hope this helps. Scott Scott Hammons Principal Consultant Tivoli Security Practice Advanced Integrated Solutions, Inc. [EMAIL PROTECTED] Cell: (210) 831-8340 From: Action Request System discussion list(ARSList) on behalf of Mary Dollus Sent: Thu 9/20/2007 10:48 To: arslist@ARSLIST.ORG Subject: IBM MRO? Hi All... I was wondering if anyone knows anything about the IBM MRO product? Is it the opinion that this product will overtake the market share that Remedy currently holds? Just curious to see what if any buzz is out there about the product. Thanks!! Mary ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Foundation Discovery - Installation?
Rick, That is interesting. We are trying to setup Foundation and Topology Discovery. These two pieces shared the same BMC Datastore. FD and TD look to be small and lite, but the datastore that they shared is big (2GB). We really have no choice but to install FD/TD Datastore on the same SQL Server box having ARSystem on the default instance already. My initial plan is to create another SQL instance for FD/TD datastore and install FD and TD application piece on the Midtier. Do you have any recommendation for those that don't have much choice due to system resource, but to setup ARSystem/ITSM/Discovery Suite on limited Servers. (Just 3 in this case) T Wang BAE Systems Information Technology U.S. Department of the Treasury Office of the Chief Information Officer Headquarters IT Operations Phone: 202-622-5541 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, September 20, 2007 11:54 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Foundation Discovery - Installation? ** Well, that depends on two things - how powerful that server is, and to what extent you're willing to deal with performance issues on that box when a discovery process is running - FD will basically take over that box during that process. There's a reason BMC recommends that FD be on its own server. Rick On 9/20/07, T Wang [EMAIL PROTECTED] wrote: ** Can BMC Foundation Discovery Datastore be install on SQL Server specified instance or does it matter regarding performance? We only have one SQL Server box to work with. thanks Window Server 2003 SQL 2005 BMC FD 1.4 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Administrator account Demo
Use arcache and then run arreload. Instructions are in the manual...which I don't have right now or I would send it to you. You can add an admin user from the command line with arcache, then you may have to run arreload for it to sync, but not always. Good luck. I have done this to myself before too. MCD -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanjana AGARWAL Sent: Thursday, September 20, 2007 2:29 AM To: arslist@ARSLIST.ORG Subject: Administrator account Demo Hello, During some experimenting I have removed Demo from Administrator group, in QA environment. Now I was unable to view the User form by any account and also not able to modify it, by any means. I was also unable to login into the ARADMIN tool. Right now I have a configuration as : Demo/DECO being part of APP-Admin group SANJANAA/SSINGHAL/MKSINGLA being part of Administrator group Also I have tried to add Administrator group in the User from from the database, but that too is not working. Please suggest something. Thanks and Regards Sanjana Agarwal ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Difference between LIKE ( % + ABC) and LIKE (%ABC)
Theoretically there is not supposed to be a difference in result because the + operator is supposed to perform the concatenation for you. Whether or not the concatenation occurs properly or not, however, is an unknown. Performance wise, %ABC is probably a smidgeon faster because the concatenation function does not have to execute. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chintan Shah Sent: Thursday, September 20, 2007 11:10 AM To: arslist@ARSLIST.ORG Subject: Difference between LIKE ( % + ABC) and LIKE (%ABC) ** Hello all, I am in middle of digging an issue and I think the above thing can be an issue..but just wanted to get inputs from all of you. Thanks in advance Regards, Chintan. Building a website is a piece of cake. Yahoo! Small Business gives you all the tools to get online. http://us.rd.yahoo.com/evt=48251/*http://smallbusiness.yahoo.com/webhos ting/?p=PASSPORTPLUS __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Norm, I don't know that the value of ITIL is as much in the processes themselves as it is in the goal of the entire company using the SAME processes that work together, vs. the individual silos and multiple tools and processes that many companies have to fight through. So if a company is already there with non-ITIL processes, you're right; they may not gain as much as a company that has grown into chaos. Rick On 9/20/07, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] wrote: I suppose one of the big objections I have every time the ITIL matter comes up is people usually tend to describe the situation as black-and-white--if you don't have ITIL, your business is chaotic, SLAs aren't uniform across the enterprise, you have redundant and inefficient work being done, processes aren't standardized and so on. The portrayal repeatedly is the Beavis and Butthead model vs. the ITIL model and if you're not doing ITIL, you're Beavis and Butthead. So when I say, Where are the cost savings? people chime in with the old, Well you get cost savings through better processes, standardization across the enterprise, improved efficiency, uniform SLAs, consistent documentation... but that assumes that the organization in question ISN'T ALREADY DOING THOSE THINGS WELL. Clearly *any* process is better than *no* process, but my contention is, in organizations with solid processes and toolsets already in place, how is ITIL/ITSM going to make things better? That's where I want to see the evidence. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Thursday, September 20, 2007 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Obviously this thread touched a sensitive nerve that's aching for a lot of people. It's kind of interesting to remember how ITIL started - the British Government wanted to standardize the framework for IT service delivery. Their focus was on them as a customer - How is our tax money being spent on IT and are they following any guidelines to support us [the government]? This all started in the 80's and really got rolling in the 90's. It was of course adopted outside the UK much later and most of us started hearing about around 2001 or so. The purpose of ITIL is not to force change in processes or to consolidate services that are spread out among different groups in the organizations - although both of those certainly happen. More on that in a second... The real purpose of ITIL is to make sure that service management is standardized within an organization and meets some industry norms. More importantly, it is (in theory at least) put into place to make the business more effective overall. The costs could be higher or lower for an IT organization putting ITIL in place. However, that is not the best way to measure it. The real measure is whether or not it makes revenue generation (or cost savings) throughout the entire enterprise more effective. An additional cost of $100,000 to an IT department for a project may be cost prohibitive - but if it will save the company $2,000,000 a year in other departments it's a no-brainer. Successful ITIL implementations also forces organizations to look at the big picture. Many IT organizations have dozens and dozens of local groups with good tribal knowledge that provide excellent services. However, what is an IT manager who is implementing ITIL supposed to do when they see that they have 15 different support groups with 15 different methods of measuring the SLA to the same set of customers? Should the tech support division of a giant communications company respond to a customer faster or slower than the billing department? The answer from a customer perspective is usually no. So why would an IT Manager want to install 15 different SLA tools that all measure the same way? The redundancy in hardware alone makes the costs skyrocket. In regards to BMC Remedy ITIL is neither a good or bad thing. As others have said it's more about the effectiveness of implementation. I will be willing to wager (but not more than $1 since I'm no real gambler...) that all failed ITIL implementations are ones where top management didn't buy into the process and take the time and dedication to work through the big picture items. William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Difference between LIKE ( % + ABC) and LIKE (%ABC)
Hello all, I am in middle of digging an issue and I think the above thing can be an issue..but just wanted to get inputs from all of you. Thanks in advance Regards, Chintan. - Building a website is a piece of cake. Yahoo! Small Business gives you all the tools to get online. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Common sense, simplicity and clarity rule or at least they should. Identify the problem or need, define the solution and keep it practical, simple, reliable, intuitive, scaleable and cheap! Buy or build is another topic. Part of working the solution is looking at frameworks (ITIL CMMI, COBIT, Six Sigma, etc), taking what the need calls for and discarding the rest, never loosing sight of the fact that what you do take must be tweaked to your organizations needs. ITIL clearly states that you may not need all of the processes. Processes included in the frameworks most definitely have value. The monster you want to control is complexity. Frameworks are nothing more than a summary of RECOMMENDATIONS by those who have been down that road before and are useful in that it saves one from having to completely reinvent the wheel. Personally, I'm happy to consider any advice that may reduce my time to market and enhance my probability of success. The best process is one that is used, don't discourage your stakeholders. What processes do you need and how granular do they need to be? Pete -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, September 20, 2007 12:17 PM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL ** Norm, I don't know that the value of ITIL is as much in the processes themselves as it is in the goal of the entire company using the SAME processes that work together, vs. the individual silos and multiple tools and processes that many companies have to fight through. So if a company is already there with non-ITIL processes, you're right; they may not gain as much as a company that has grown into chaos. Rick On 9/20/07, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] wrote: I suppose one of the big objections I have every time the ITIL matter comes up is people usually tend to describe the situation as black-and-white--if you don't have ITIL, your business is chaotic, SLAs aren't uniform across the enterprise, you have redundant and inefficient work being done, processes aren't standardized and so on. The portrayal repeatedly is the Beavis and Butthead model vs. the ITIL model and if you're not doing ITIL, you're Beavis and Butthead. So when I say, Where are the cost savings? people chime in with the old, Well you get cost savings through better processes, standardization across the enterprise, improved efficiency, uniform SLAs, consistent documentation... but that assumes that the organization in question ISN'T ALREADY DOING THOSE THINGS WELL. Clearly *any* process is better than *no* process, but my contention is, in organizations with solid processes and toolsets already in place, how is ITIL/ITSM going to make things better? That's where I want to see the evidence. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Thursday, September 20, 2007 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Obviously this thread touched a sensitive nerve that's aching for a lot of people. It's kind of interesting to remember how ITIL started - the British Government wanted to standardize the framework for IT service delivery. Their focus was on them as a customer - How is our tax money being spent on IT and are they following any guidelines to support us [the government]? This all started in the 80's and really got rolling in the 90's. It was of course adopted outside the UK much later and most of us started hearing about around 2001 or so. The purpose of ITIL is not to force change in processes or to consolidate services that are spread out among different groups in the organizations - although both of those certainly happen. More on that in a second... The real purpose of ITIL is to make sure that service management is standardized within an organization and meets some industry norms. More importantly, it is (in theory at least) put into place to make the business more effective overall. The costs could be higher or lower for an IT organization putting ITIL in place. However, that is not the best way to measure it. The real measure is whether or not it makes revenue generation (or cost savings) throughout the entire enterprise more effective. An additional cost of $100,000 to an IT department for a project may be cost prohibitive - but if it will save the company $2,000,000 a year in other
Re: BMC Foundation Discovery - Installation?
I suppose that if you have to choose, putting it on the DB is probably the least bad of the options, since it will affect the performance on the DB server anyway - no sense in hosing other boxen, too. Keep the test discoveries small during the working hours - run your full gets during user down time, because it may lock up the DB until it's done. I noticed that the process of moving the data from the Discovery dataset to the Asset/CMDB dataset WILL lock up the DB for a while, so do that after hours, too. Rick On 9/20/07, T Wang [EMAIL PROTECTED] wrote: ** Rick, That is interesting. We are trying to setup Foundation and Topology Discovery. These two pieces shared the same BMC Datastore. FD and TD look to be small and lite, but the datastore that they shared is big (2GB). We really have no choice but to install FD/TD Datastore on the same SQL Server box having ARSystem on the default instance already. My initial plan is to create another SQL instance for FD/TD datastore and install FD and TD application piece on the Midtier. Do you have any recommendation for those that don't have much choice due to system resource, but to setup ARSystem/ITSM/Discovery Suite on limited Servers. (Just 3 in this case) T Wang BAE Systems Information Technology U.S. Department of the Treasury Office of the Chief Information Officer Headquarters IT Operations Phone: 202-622-5541 -Original Message- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Rick Cook *Sent:* Thursday, September 20, 2007 11:54 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Foundation Discovery - Installation? ** Well, that depends on two things - how powerful that server is, and to what extent you're willing to deal with performance issues on that box when a discovery process is running - FD will basically take over that box during that process. There's a reason BMC recommends that FD be on its own server. Rick On 9/20/07, T Wang [EMAIL PROTECTED] wrote: ** Can BMC Foundation Discovery Datastore be install on SQL Server specified instance or does it matter regarding performance? We only have one SQL Server box to work with. thanks Window Server 2003 SQL 2005 BMC FD 1.4 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Sent w/o the signature this time Common sense, simplicity and clarity rule or at least they should. Identify the problem or need, define the solution and keep it practical, simple, reliable, intuitive, scaleable and cheap! Buy or build is another topic. Part of working the solution is looking at frameworks (ITIL CMMI, COBIT, Six Sigma, etc), taking what the need calls for and discarding the rest, never loosing sight of the fact that what you do take must be tweaked to your organizations needs. ITIL clearly states that you may not need all of the processes. Processes included in the frameworks most definitely have value. The monster you want to control is complexity. Frameworks are nothing more than a summary of RECOMMENDATIONS by those who have been down that road before and are useful in that it saves one from having to completely reinvent the wheel. Personally, I'm happy to consider any advice that may reduce my time to market and enhance my probability of success. The best process is one that is used, don't discourage your stakeholders. What processes do you need and how granular do they need to be? Pete ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: You do not have write access ARERR [331] - permission errors (U)
Thank you. You have been great help. When I give my test user a fixed license the errors are eliminated. Do You know why the floating license is being assigned to my test user as (Read) floating license instead of (write) Floating if nobody else is logged in my development server other than me that I am assigned a fixed license. I know I have one floating license available in my development server. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Wednesday, September 19, 2007 4:41 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) UNCLASSIFIED Then that is the likely explanation; the test user must be assigned the floating license as Write to update the fields. The You do not have write access error is likely due to the test user not having a Write license. Sandra Hennigan OSD Enterprise Remedy Administrator Office # 703-602-2525 x251 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 Jorge Polo Sent: Wednesday, September 19, 2007 4:27 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) I Logged in as the test user. Then I logged in as Administrator. In my administrator tool I clicked on File-- Licenses -- Manage User License and in my manage user licenses window I see under license category server me with a fixed license and my test user with a read(Floating) license. Under license category Application I don't see anybody. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Wednesday, September 19, 2007 3:56 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) UNCLASSIFIED Log in as your test user. Then, logged in as Administrator, verify that the test user has been assigned the Floating license. Sandra Hennigan OSD Enterprise Remedy Administrator Office # 703-602-2525 x251 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 Jorge Polo Sent: Wednesday, September 19, 2007 3:43 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) Thank you for your response. If I look in the configuration manager people definition it shows AR License Type = Floating , Application License Type = Helpdesk-Floating and group list Access/App App-Support. The licenses are the same in the user table in the production server and the user table in the development server . All my new workflow and my new field in the HPD:Helpdesk form have Access/App and App-Support permissions. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Wednesday, September 19, 2007 3:19 PM To: arslist@ARSLIST.ORG Subject: Re: You do not have write access ARERR [331] - permission errors (U) UNCLASSIFIED Is your test user assigned a Fixed or Floating license? Sandra Hennigan OSD Enterprise Remedy Administrator Office # 703-602-2525 x251 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 Jorge Polo Sent: Wednesday, September 19, 2007 2:36 PM To: arslist@ARSLIST.ORG Subject: You do not have write access ARERR [331] - permission errors ** Hello Everyone, I added a field and three active links to the HPD:Helpdesk form (Helpdesk Application 5.6) in my development server. I am testing by login in my development server as a user that exists in the production server with the same group membership and with identical license types in the configuration manager. When I test by modifying a case status, I am getting errors such as: ARERR [331] You do not have write access (for this entry) to field : Status*, ARERR [331] You do not have write access (for this entry) to field : zTmpAppAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppManagementGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAppSupportGroupMember, ARERR [331] You do not have write access (for this entry) to field : zTmpAdministratorGroupMember, ARERR [331] You do not have write access (for this entry) to field : zGTmpGroupMemberFlag, ARERR [331] You do not have write access (for this entry) to field : Show, ARERR [331] You do not have write access (for this entry) to field : Work Log ARERR [331 .to field
Re: Remedy KM underTomcat
So, is it faster? Inquiring minds want to know. A comparison is available on Support Central: 16-Oct-2006 (White Paper) BMC Remedy AR System 7.0.01: Benchmark Comparison of the ServletExec and Tomcat Engines PDF http://www.bmc.com/supportu/documents/57/94/65794/65794.pdf http://www.bmc.com/supportu/documents/57/94/65794/65794.pdf Additionally, is ServletExec installation directly supported in the Midtier 7.1 installer or does it only install/configure Tomcat and you had to select other and install/configure ServletExec manually? Since ServletExec is not provided as part of the installation, you'd need to install it as an other. -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 Craig Carter Sent: Thursday, September 20, 2007 8:41 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy KM underTomcat ** So, is it faster? Inquiring minds want to know. Additionally, is ServletExec installation directly supported in the Midtier 7.1 installer or does it only install/configure Tomcat and you had to select other and install/configure ServletExec manually? Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: Thursday, September 20, 2007 9:17 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy KM underTomcat I assume that Tomcat is used over ServletExec for the performance increase Just FYI, ServletExec is still fully supported and can be used with AR System 7.1.00. A servlet engine is included with AR System for the convenience of Windows customers because IIS does not have a built-in servlet engine. The change from providing ServletExec to providing Tomcat is documented in the Statement of Direction here if you want the details: http://www.bmc.com/products/documents/66/48/66648/66648.pdf Bottom line: BMC is not recommending for or against the use of ServletExec. If your life is easier by using ServletExec, please feel free to do so. If you life it easier by using Tomcat, please feel free to do so. Both are supported. Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. Sent: Thursday, September 20, 2007 6:20 AM To: arslist@ARSLIST.ORG Subject: Remedy KM underTomcat ** List, For grins, we're testing Remedy MidTier 7.1 as we've been told by BMC support that it is the fastest (most efficient) version to date. Up to this point, all of our MidTier installations have been as follows: 1. Windows Server 2003 Standard 2. IIS6 3. MidTier 4. ServletExec (installed with the MidTier) 5. RKM under ServletExec MidTier 7.1 ships with Tomcat rather than ServletExec. I assume that Tomcat is used over ServletExec for the performance increase, but this introduces a slight learning curve for me as I'm only familiar with administering ServletExec. I created a clean Windows 2003 installation in a virtual machine and ran the MidTier installer. After the installation, I tested and all was well. Now, onto RKM. I installed RKM 7.1 as I've done in the past and made sure to select Tomcat as the servlet engine. The installer finished without error. However, when trying to test (http://localhost:8080/rkm), I get a Page Not Found error. I tried again without the port number (as to default to port 80) and still get a page not found. I attempted to launch the Tomcat manager via one of the shortcuts created during the install, and see yet another Page Not Found, only this time it isn't the classic browser 404 error, it is an Apache-style page saying the application isn't even there. I redeployed the 1098 RKM war file by replacing the existing war file to see if that would help. No dice. I enabled debugging in the RKM config file and set it to the finest grain of detail (level 3), and restart the web server and Tomcat. When looking at the Tomcat logs, I can see that RKM is starting up and reports success, but I can't access it via the web. Any ideas?
Re: OT -- Sort Of: Computerworld reports on ITI
Third time is a charm :-\ Common sense, simplicity and clarity rule or at least they should. Identify the problem or need, define the solution and keep it practical, simple, reliable, intuitive, scaleable and cheap! Buy or build is another topic. Part of working the solution is looking at frameworks (ITIL CMMI, COBIT, Six Sigma, etc), taking what the need calls for and discarding the rest, never loosing sight of the fact that what you do take must be tweaked to your organizations needs. ITIL clearly states that you may not need all of the processes. Processes included in the frameworks most definitely have value. The monster you want to control is complexity. Frameworks are nothing more than a summary of RECOMMENDATIONS by those who have been down that road before and are useful in that it saves one from having to completely reinvent the wheel. Personally, I'm happy to consider any advice that may reduce my time to market and enhance my probability of success. The best process is one that is used, don't discourage your stakeholders. What processes do you need and how granular do they need to be? Pete ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Urgent! Multiple Remedy Opportunities
Kforce - Joshua Kitchen 937-416-3456 or [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Dear List, Latest Needs: - 1 Remedy IT Analyst - San Diego, CA - 1 Remedy Developer - Austin, TX - 1 Remedy Developer - Milwaukee, Wisconsin - 1 Remedy Helpdesk Analyst - Skillman, New Jersey - 1 Network Admin w/Remedy Background - Indianapolis, IN - 1 Help Desk Support w/ Remedy - Tampa, FL - 1 Remedy Business Analyst - Mclean, VA Respectfully, Joshua Kitchen Information Technology Recruiter Kforce Professional Staffing Two Prestige Place (Suite 350) Miamisburg, OH 45342 937.449.1749 Office 937.461.6888 Fax 937.416.3456 Cell Great People = Great Results http://www.linkedin.com/in/joshkitchen Please don't keep me a secret... a referral is the best compliment I can receive. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are att2dfb2.gif
Re: ARS 7/Oracle and Firewalls/Network devices
I agree completely. Unfortunately, BMC sees this as a feature request and not as a bug or problem with their software. J.T. Shyman Column Technologies Cell: 404-242-5407 -Original Message- From: Axton [mailto:[EMAIL PROTECTED] Sent: Thursday, September 20, 2007 8:50 AM Subject: Re: ARS 7/Oracle and Firewalls/Network devices The best solution would be if ARServer had a configuration option, a thread keep-alive if you will, that would do this. This would avoid the busy system errors that sessions will get if all threads are busy. Axton Grams On 9/20/07, J.T. Shyman [EMAIL PROTECTED] wrote: Axton, you're 100% correct. And we thought of that too. We just don't know a way to ensure we hit _all_ of the open threads at least once an hour. BMC's suggestion was to hit the server hard enough to use all the queues like you would under load testing but I have the same doubts you do: will this cause deterioration in the user experience or server performance? I'm guessing, as you are, that it would. I'm 99% sure the firewall is Cisco of some sort and you may be right on the state table only being created on SYN packets but that means that any SYN packet passing through the firewall (the start of any TCP connection) that passes a rule would be added to the state table. After that any traffic, regardless of packet type, would be covered by the entry in the state table as long as it was over the established connection, wouldn't it? Then the problem arises when the state table, to save firewall resources, clears out old, defunct connections. I'm glad someone else agrees that the best approach to this would be to eliminate the network devices that may be causing the issue rather than trying to engineer ARS to keep all the connections open. It does amaze me, though, that BMC can call ARS an enterprise product when it behaves so badly with stateful firewalls. J.T. Shyman Column Technologies Cell: 404-242-5407 -Original Message- From: Axton [mailto:[EMAIL PROTECTED] Sent: Wednesday, September 19, 2007 10:25 PM Subject: Re: ARS 7/Oracle and Firewalls/Network devices The escalation is (was) single threaded; in order to send traffic over every db connection, you have to exercise every thread. Since the escalation engine is single threaded, it will only occupy that one thread. If you notice in the arerror.log that all filter errors reported show 390693 as the rpc queue, it is executing everything on that one thread. In either case (single/multi-threaded escalation engine), it is only exercising the threads associated with the escalation engine, not the fast, list, callback, external auth, or custom queues. Axton Grams On 9/19/07, patrick zandi [EMAIL PROTECTED] wrote: ** Why not an afterhour escalation... instead.. Say every 10 minutes.. to do table queries or a report or two.. from 1800 - 0712 or something... On 9/19/07, Axton [EMAIL PROTECTED] wrote: Actually, now that I re-read your post I don't think putting a specific rule will side-step state checking. Depends on your firewall and the rule. Typically, states are created using only SYN packets, if state can be created on other packet types, you are still using stateful packet inspection, you are just allowing different packet types to add the session to the state table. We talked to BMC a few weeks ago and they told us theoretically that it would be possible to write a custom API that would run custom workflow (neither of which they could give us) that would hit all of the server's Oracle connections at the same time often enough to prevent anything from seeing them as idle. I was thinking this as I was reading your email, though I am not sure how you would hit the admin and every fast/list/custom queue's threads without occupying all of them simultaneously. The api, to my knowledge, does not give you the capability to control what thread you are using, which means that your api will have to be multi-threaded and will have to occupy the max number of configured threads per rpc queue, which will cause your remedy server to appear to hang (i.e., block other operations on those queues). Can you share what type of firewall you are using? If you really want to remove the firewall from the equation, remove it from the network, or completely disable it. I can't see that vlan tagging would cause any issues with this. vlan's are configured in one of two way's, on the switch per port or the tagging is handled by the end nodes. If it is on the switch, it will be transparent to the client. Axton Grams On 9/19/07, J.T. Shyman [EMAIL PROTECTED] wrote: ** Axton, Appreciate your input! I should have mentioned that we've been up and down that highway and haven't seen a blasted thing. (apologies to Glen Frey)
Re: BMC Foundation Discovery - Installation?
Thanks Rick for your inputs. T Wang BAE Systems Information Technology U.S. Department of the Treasury Office of the Chief Information Officer Headquarters IT Operations Phone: 202-622-5541 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, September 20, 2007 1:17 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Foundation Discovery - Installation? ** I suppose that if you have to choose, putting it on the DB is probably the least bad of the options, since it will affect the performance on the DB server anyway - no sense in hosing other boxen, too. Keep the test discoveries small during the working hours - run your full gets during user down time, because it may lock up the DB until it's done. I noticed that the process of moving the data from the Discovery dataset to the Asset/CMDB dataset WILL lock up the DB for a while, so do that after hours, too. Rick On 9/20/07, T Wang [EMAIL PROTECTED] wrote: ** Rick, That is interesting. We are trying to setup Foundation and Topology Discovery. These two pieces shared the same BMC Datastore. FD and TD look to be small and lite, but the datastore that they shared is big (2GB). We really have no choice but to install FD/TD Datastore on the same SQL Server box having ARSystem on the default instance already. My initial plan is to create another SQL instance for FD/TD datastore and install FD and TD application piece on the Midtier. Do you have any recommendation for those that don't have much choice due to system resource, but to setup ARSystem/ITSM/Discovery Suite on limited Servers. (Just 3 in this case) T Wang BAE Systems Information Technology U.S. Department of the Treasury Office of the Chief Information Officer Headquarters IT Operations Phone: 202-622-5541 -Original Message- From: Action Request System discussion ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS 7/Oracle and Firewalls/Network devices
Just a few WAGs... I am not sure if these would cause DB IO for each thread or not: Maybe you could force the server to re-read is db? ( arsignal -g ) Maybe you could change an ARS object's helptext and try force the server to shake the threads You could also write a small api program to login and used all the right RPC numbers... but that would be tedious. And I am not sure you could hit all of the threads in the Fast/List/Private set to. That would be a bit more difficult, and exactly what your trying to do. :( -- 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 9/19/07, Axton [EMAIL PROTECTED] wrote: The escalation is (was) single threaded; in order to send traffic over every db connection, you have to exercise every thread. Since the escalation engine is single threaded, it will only occupy that one thread. If you notice in the arerror.log that all filter errors reported show 390693 as the rpc queue, it is executing everything on that one thread. In either case (single/multi-threaded escalation engine), it is only exercising the threads associated with the escalation engine, not the fast, list, callback, external auth, or custom queues. Axton Grams On 9/19/07, patrick zandi [EMAIL PROTECTED] wrote: ** Why not an afterhour escalation... instead.. Say every 10 minutes.. to do table queries or a report or two.. from 1800 - 0712 or something... On 9/19/07, Axton [EMAIL PROTECTED] wrote: Actually, now that I re-read your post I don't think putting a specific rule will side-step state checking. Depends on your firewall and the rule. Typically, states are created using only SYN packets, if state can be created on other packet types, you are still using stateful packet inspection, you are just allowing different packet types to add the session to the state table. We talked to BMC a few weeks ago and they told us theoretically that it would be possible to write a custom API that would run custom workflow (neither of which they could give us) that would hit all of the server's Oracle connections at the same time often enough to prevent anything from seeing them as idle. I was thinking this as I was reading your email, though I am not sure how you would hit the admin and every fast/list/custom queue's threads without occupying all of them simultaneously. The api, to my knowledge, does not give you the capability to control what thread you are using, which means that your api will have to be multi-threaded and will have to occupy the max number of configured threads per rpc queue, which will cause your remedy server to appear to hang (i.e., block other operations on those queues). Can you share what type of firewall you are using? If you really want to remove the firewall from the equation, remove it from the network, or completely disable it. I can't see that vlan tagging would cause any issues with this. vlan's are configured in one of two way's, on the switch per port or the tagging is handled by the end nodes. If it is on the switch, it will be transparent to the client. Axton Grams On 9/19/07, J.T. Shyman [EMAIL PROTECTED] wrote: ** Axton, Appreciate your input! I should have mentioned that we've been up and down that highway and haven't seen a blasted thing. (apologies to Glen Frey) What you are saying is exactly what I thought and we've disabled the idle timeout on the firewall. I know this may not be the same thing as preventing the firewall from using a state table but the firewall admin tells us he now sees idle connections with idle times 60 minutes. So, we're kind of thinking we've eliminated the firewall as a cause...although we may not have, we aren't pursuing that any longer. Actually, now that I re-read your post I don't think putting a specific rule will side-step state checking. The purpose of a state table on a firewall is to speed up handling of traffic by allowing already known good traffic to pass without undergoing validation against the rulebase for every packet. Adding a rule that allows a single port connection, which is what we had before, doesn't stop the state table from functioning. In fact, it may actually be what causes the connection to be put in the state table in the first place, no? Also, turning the firewall into, effectively, a packet-based firewall might have a detrimental affect on network throughput not only between AR and Oracle but for any other connections on that firewall due to increased overhead...or am I wrong?
GetFieldid with 7.1 Java API
Hi, Trying to use the Java api to retrieve the fieldid, but does not get it. I have the formname and the fieldname (not fieldlabel). Anyone? Regards, Jarl ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
arsvcdsp
pop quiz - what is the arsvcdsp process? RPC 390609 -drake SunCom is the wireless company that's committed to doing things differently. Things we want you to know. This e-mail and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication may contain material protected by the attorney-client privilege. If you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing or copying of this e-mail is strictly prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
manual start of DSO
We had our arservdsd process die and armonitor tried to restart it 4 times and gave up. Now that have fixed the problem, is there a way to tell armonitor to attempt again to start arservdsd? Or must we stop and restart the entire arsystem? This is version 6.3 on Solaris. Thanks- -drake * Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] SunCom is the wireless company that's committed to doing things differently. Things we want you to know. This e-mail and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication may contain material protected by the attorney-client privilege. If you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing or copying of this e-mail is strictly prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: manual start of DSO
Look inside your armonitor.conf file and it should give you the syntax to use to start DSO On 9/20/07, Aaron Keller [EMAIL PROTECTED] wrote: ** We had our arservdsd process die and armonitor tried to restart it 4 times and gave up. Now that have fixed the problem, is there a way to tell armonitor to attempt again to start arservdsd? Or must we stop and restart the entire arsystem? This is version 6.3 on Solaris. Thanks- -drake * Email: [EMAIL PROTECTED] SunCom is the wireless company that's committed to doing things differently. Things we want you to know. This e-mail and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication may contain material protected by the attorney-client privilege. If you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing or copying of this e-mail is strictly prohibited. __20060125___This posting was submitted with HTML in it___ -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer, ITIL Foundation Certified www.specificintegration.com 703-376-1249 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: GetFieldid with 7.1 Java API
Jarl,
If you only have the field name, then you need to get all the fields from the
form and iterate over them until you find the field you want.
The code below shows how.
Calman
import java.text.MessageFormat;
import java.util.List;
import com.bmc.arsys.api.ARServerUser;
import com.bmc.arsys.api.Field;
public class FindFieldByName {
public static void main(String[] args) throws Exception {
ARServerUser context = new ARServerUser(Demo, , , localhost);
context.login();
ListField fields = context.getListFieldObjects(Sample:Classes);
for (Field field : fields) {
if (field.getName().equals(Spell Check)) {
int fieldId = field.getFieldID();
// Use Integer.toString() to print field id to prevent locale
formatting
System.out.println(MessageFormat.format(Field ID of {0} is
{1}, field.getName(), Integer
.toString(fieldId)));
break;
}
}
}
}
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Jarl Grøneng
Sent: Thursday, September 20, 2007 11:15 AM
To: arslist@ARSLIST.ORG
Subject: GetFieldid with 7.1 Java API
Hi,
Trying to use the Java api to retrieve the fieldid, but does not get it.
I have the formname and the fieldname (not fieldlabel).
Anyone?
Regards,
Jarl
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Re: arsvcdsp
I think this is the application dispatcher. Used by approval server, and also SLA. I think also the Reconciliation Engine using this -- Jarl On 9/20/07, Aaron Keller [EMAIL PROTECTED] wrote: ** pop quiz - what is the arsvcdsp process? RPC 390609 -drake SunCom is the wireless company that's committed to doing things differently. Things we want you to know. This e-mail and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication may contain material protected by the attorney-client privilege. If you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing or copying of this e-mail is strictly prohibited. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: arsvcdsp
Jarl, you are a winner! Doug Tanner :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jarl Grøneng Sent: Thursday, September 20, 2007 2:27 PM To: arslist@ARSLIST.ORG Subject: Re: arsvcdsp I think this is the application dispatcher. Used by approval server, and also SLA. I think also the Reconciliation Engine using this -- Jarl On 9/20/07, Aaron Keller [EMAIL PROTECTED] wrote: ** pop quiz - what is the arsvcdsp process? RPC 390609 -drake SunCom is the wireless company that's committed to doing things differently. Things we want you to know. This e-mail and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication may contain material protected by the attorney-client privilege. If you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing or copying of this e-mail is strictly prohibited. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: manual start of DSO
But still you have the issue that armonitor does not monitor the DSO process. -- Jarl On 9/20/07, Frank Caruso [EMAIL PROTECTED] wrote: ** Look inside your armonitor.conf file and it should give you the syntax to use to start DSO On 9/20/07, Aaron Keller [EMAIL PROTECTED] wrote: ** We had our arservdsd process die and armonitor tried to restart it 4 times and gave up. Now that have fixed the problem, is there a way to tell armonitor to attempt again to start arservdsd? Or must we stop and restart the entire arsystem? This is version 6.3 on Solaris. Thanks- -drake * Email: [EMAIL PROTECTED] SunCom is the wireless company that's committed to doing things differently. Things we want you to know. This e-mail and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication may contain material protected by the attorney-client privilege. If you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing or copying of this e-mail is strictly prohibited. __20060125___This posting was submitted with HTML in it___ -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer, ITIL Foundation Certified www.specificintegration.com 703-376-1249 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: GetFieldid with 7.1 Java API
Calman,
Thanks a lot. I did hope for an easy way, but this helps me out.
Thanks again,
Jarl
On 9/20/07, Steynberg, Calman [EMAIL PROTECTED] wrote:
Jarl,
If you only have the field name, then you need to get all the fields from the
form and iterate over them until you find the field you want.
The code below shows how.
Calman
import java.text.MessageFormat;
import java.util.List;
import com.bmc.arsys.api.ARServerUser;
import com.bmc.arsys.api.Field;
public class FindFieldByName {
public static void main(String[] args) throws Exception {
ARServerUser context = new ARServerUser(Demo, , , localhost);
context.login();
ListField fields = context.getListFieldObjects(Sample:Classes);
for (Field field : fields) {
if (field.getName().equals(Spell Check)) {
int fieldId = field.getFieldID();
// Use Integer.toString() to print field id to prevent locale
formatting
System.out.println(MessageFormat.format(Field ID of {0} is
{1}, field.getName(), Integer
.toString(fieldId)));
break;
}
}
}
}
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL
PROTECTED] On Behalf Of Jarl Grøneng
Sent: Thursday, September 20, 2007 11:15 AM
To: arslist@ARSLIST.ORG
Subject: GetFieldid with 7.1 Java API
Hi,
Trying to use the Java api to retrieve the fieldid, but does not get it.
I have the formname and the fieldname (not fieldlabel).
Anyone?
Regards,
Jarl
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Re: arsvcdsp
Hi, It's the AR System Application Command Dispatcher. Vincent. De : Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] De la part de Aaron Keller Envoyé : jeudi 20 septembre 2007 20:15 À : arslist@ARSLIST.ORG Objet : arsvcdsp pop quiz - what is the arsvcdsp process? RPC 390609 -drake SunCom is the wireless company that's committed to doing things differently. Things we want you to know. This e-mail and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication may contain material protected by the attorney-client privilege. If you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing or copying of this e-mail is strictly prohibited. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: IBM MRO?
Interestingly enough - we have had a number of calls in the last couple months from companies that have both MRO and Remedy to see if our Service Catalog product will front end MRO. (Which it will). However - will MRO take over Remedy? By that I am assuming the question is 'will MRO take over Asset Mgmt in Remedy - and then grow to take over ITSM'. Maybe. If BMC continues to put all its energy in ITSM - then MRO has a chance -- as ITIL is a commoditizer (IMHO). IBM will come in with a swap Remedy out and replace with MRO story. My opinion is that BMC would be wise to leverage the fanatics of the AR engine - and start expanding beyond ITSM. In doing so - the swap out Remedy story becomes less likely as MRO will not be able to do all the things that Remedy is doing for a company (HR,Marketing, Sales, Facilities, etc...). The IBM/MRO story would basically only be able to replace a portion of the system -- the company would have to maintain the Remedy engine for the other functions. So - the company won't be able to get rid of Remedy completely -- therefore adopting something like MRO will only complicate the environment -- which is counter to what most companies are looking to do. BMC would be wise to look at Salesforce.com - with its Appforce -- basically - Salesforce was a CRM/Sales app -- it is becoming a platform. Remedy is going the other direction -- it was a platform and is becoming an application. SAP is now a platform. Oracle is moving to Fusion. etc. The leaders are moving to platforms - I think having a platform is a better long term strategy. I agree with Scott -- I think the IBM/MRO move was a direct jab at BMC. Will it be a knockout -- or will BMC come slamming back? -John On 9/20/07, Mary Dollus [EMAIL PROTECTED] wrote: Hi All... I was wondering if anyone knows anything about the IBM MRO product? Is it the opinion that this product will overtake the market share that Remedy currently holds? Just curious to see what if any buzz is out there about the product. Thanks!! Mary ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Mid Tier Copy to New
Is this available yet? Has it ever been available? We are on Mid Tier 7.0.1 Patch 3 and AR Server 7.0.1 Patch 3, both Windows 2003 servers. Thanks! Lisa ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Mid Tier Copy to New
Just wondering - is this something you use adhoc? Or is that part of your process for working tickets? The reason I ask is - from a development perspective -- I dislike those features -- you sort of have to (support them/deal with them) whether or not you want them. So - I was going to try and nudge you towards not using that feature (if it is part of the process). From a developer perspective I would prefer the opportunity to 1) Wipe all options 2) Enable the options I want That way -- you can eliminate a bunch of confusion to the user. And it actually makes it easier to develop. And from a users perspective -- you can get a very optimized solution (no cruft to get in your way). (I learned that back in the Paradox database development days) But - I think historically internal Remedy apps were built with very raw access to the tables - which makes features like 'copy to new' valuable. -John On 9/20/07, Kemes, Lisa [EMAIL PROTECTED] wrote: Is this available yet? Has it ever been available? We are on Mid Tier 7.0.1 Patch 3 and AR Server 7.0.1 Patch 3, both Windows 2003 servers. Thanks! Lisa ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Logging and 7.1 java api
Hi, I have beed using log4j with my java code the last versions. Start the logger like this: private static Logger theLog = Logger.getLogger(no.steria.ars.Update); However, with 7.1 java api I also get logging from com.bmc.arsys.api.Config, org.apache.commons.configuration.ConfigurationUtils, com.bmc.arsys.api.ARTypeMgr, and so on. How to get rid of these? And if I want these loglines, how do I set it up so it logs a new line for every logline? Now it all comes on one line like this: '2007-09-20 21:18:40,411 [main] DEBUG org.apache.commons.digester.Digester - No rules found matching 'configuration'.2007-09-20 21:18:40,411 [main] DEBUG org.apache.commons.digester.Digester - Popping body text ''2007-09-20 21:18:40,411 [main] DEBUG org.apache.commons.digester.Digester.sax - endDocument()2007-09-20 21:18:40,599 [main] DEBUG com.bmc.arsys.api.ProxyJRpcBase - Rpc connection to itsm70 failed w reason : ONC/RPC program version mismatch2007-09-20 21:18:40,740 [main] DEBUG com.bmc.arsys.artranscode.ARCharSet - serverLanguage = NOR;WESTERN2007-09-20 21:18:40,755 [main] DEBUG com.bmc.arsys.artranscode.ARCharSet - svrCharSetJavaName = windows-12522007-09-20 21:18:40,802 [main] INFO com.bmc.arsys.api.ProxyManager - Connects to ARServer itsm70 through [EMAIL PROTECTED] 21:18:40,802 [main] DEBUG com.bmc.arsys.api.Config - getJniLoadMode2007-09-20 21:18:40,802 [main] INFO com.bmc.arsys.api.Proxy - Api source is identified as: AP016561457016WSrgRgQbYDAAKQAA2007-09-20 21:18:41,147 [main] DEBUG com.bmc.arsys.arrpc.xdr.ArRpcPassword - ArControlStruct*.ArRpcPassword password string is encrypted.2007-09-20 21:18:41,194 [main] DEBUG com.bmc.arsys.utils.ProcessUtil - Is ther any in-depth documentation of the logging capability in version 7.1? Regards, Jarl ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Logging and 7.1 java api
Seems like the log4j.xml was the solution. Still missing documentation :-) -- Jarl On 9/20/07, Jarl Grøneng [EMAIL PROTECTED] wrote: Hi, I have beed using log4j with my java code the last versions. Start the logger like this: private static Logger theLog = Logger.getLogger(no.steria.ars.Update); However, with 7.1 java api I also get logging from com.bmc.arsys.api.Config, org.apache.commons.configuration.ConfigurationUtils, com.bmc.arsys.api.ARTypeMgr, and so on. How to get rid of these? And if I want these loglines, how do I set it up so it logs a new line for every logline? Now it all comes on one line like this: '2007-09-20 21:18:40,411 [main] DEBUG org.apache.commons.digester.Digester - No rules found matching 'configuration'.2007-09-20 21:18:40,411 [main] DEBUG org.apache.commons.digester.Digester - Popping body text ''2007-09-20 21:18:40,411 [main] DEBUG org.apache.commons.digester.Digester.sax - endDocument()2007-09-20 21:18:40,599 [main] DEBUG com.bmc.arsys.api.ProxyJRpcBase - Rpc connection to itsm70 failed w reason : ONC/RPC program version mismatch2007-09-20 21:18:40,740 [main] DEBUG com.bmc.arsys.artranscode.ARCharSet - serverLanguage = NOR;WESTERN2007-09-20 21:18:40,755 [main] DEBUG com.bmc.arsys.artranscode.ARCharSet - svrCharSetJavaName = windows-12522007-09-20 21:18:40,802 [main] INFO com.bmc.arsys.api.ProxyManager - Connects to ARServer itsm70 through [EMAIL PROTECTED] 21:18:40,802 [main] DEBUG com.bmc.arsys.api.Config - getJniLoadMode2007-09-20 21:18:40,802 [main] INFO com.bmc.arsys.api.Proxy - Api source is identified as: AP016561457016WSrgRgQbYDAAKQAA2007-09-20 21:18:41,147 [main] DEBUG com.bmc.arsys.arrpc.xdr.ArRpcPassword - ArControlStruct*.ArRpcPassword password string is encrypted.2007-09-20 21:18:41,194 [main] DEBUG com.bmc.arsys.utils.ProcessUtil - Is ther any in-depth documentation of the logging capability in version 7.1? Regards, Jarl ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
FW: Remedy KM underTomcat
Thanks David, That is what I expected since it was removed in v7.0.1 but it sounded like it was included in 7.1 based on his message so I wanted to ask. So, you are saying I should trust your test results? :o) I was actually referring to v7.1 being faster than v6.3 or v7.0.1 under the same servlet (in this case ServletExec). I'll review the White Paper. Regards, Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: Thursday, September 20, 2007 11:29 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy KM underTomcat So, is it faster? Inquiring minds want to know. A comparison is available on Support Central: 16-Oct-2006 (White Paper) BMC Remedy AR System 7.0.01: Benchmark Comparison of the ServletExec and Tomcat Engines PDF http://www.bmc.com/supportu/documents/57/94/65794/65794.pdf http://www.bmc.com/supportu/documents/57/94/65794/65794.pdf Additionally, is ServletExec installation directly supported in the Midtier 7.1 installer or does it only install/configure Tomcat and you had to select other and install/configure ServletExec manually? Since ServletExec is not provided as part of the installation, you'd need to install it as an other. -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 Craig Carter Sent: Thursday, September 20, 2007 8:41 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy KM underTomcat ** So, is it faster? Inquiring minds want to know. Additionally, is ServletExec installation directly supported in the Midtier 7.1 installer or does it only install/configure Tomcat and you had to select other and install/configure ServletExec manually? Craig Carter __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Foundation Discovery - Installation?
I have being working with FD/TD through different patch levels since Feb. Trust me this should be on its own box with a local Database installed (Oracle or MSSQL). Save yourself the pain, convince someone to allocate a single box for this as BMC recommends. This is a resource intensive app when doing discoveries and reading writing CI data to the disco DB. And even more intensive when syncing data into the CMDB. Regards, Dan From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T Wang Sent: Thursday, September 20, 2007 12:17 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Foundation Discovery - Installation? Rick, That is interesting. We are trying to setup Foundation and Topology Discovery. These two pieces shared the same BMC Datastore. FD and TD look to be small and lite, but the datastore that they shared is big (2GB). We really have no choice but to install FD/TD Datastore on the same SQL Server box having ARSystem on the default instance already. My initial plan is to create another SQL instance for FD/TD datastore and install FD and TD application piece on the Midtier. Do you have any recommendation for those that don't have much choice due to system resource, but to setup ARSystem/ITSM/Discovery Suite on limited Servers. (Just 3 in this case) T Wang BAE Systems Information Technology U.S. Department of the Treasury Office of the Chief Information Officer Headquarters IT Operations Phone: 202-622-5541 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, September 20, 2007 11:54 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Foundation Discovery - Installation? ** Well, that depends on two things - how powerful that server is, and to what extent you're willing to deal with performance issues on that box when a discovery process is running - FD will basically take over that box during that process. There's a reason BMC recommends that FD be on its own server. Rick On 9/20/07, T Wang [EMAIL PROTECTED] wrote: ** Can BMC Foundation Discovery Datastore be install on SQL Server specified instance or does it matter regarding performance? We only have one SQL Server box to work with. thanks Window Server 2003 SQL 2005 BMC FD 1.4 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: IBM MRO?
I know some of the former Remedy employees that are now at IBM. The corpaorate committment they always talk about is to become a force in the ITSM marketplace. The only way to know will be as they release new versions/products that will compete. They do tought that there system is WEB based and a client tool is not needed. -Original Message- From: Mary Dollus [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 20 Sep 2007 11:48 am Subject: IBM MRO? Hi All... I was wondering if anyone knows anything about the IBM MRO product? Is it the opinion that this product will overtake the market share that Remedy currently holds? Just curious to see what if any buzz is out there about the product. Thanks!! Mary ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Email and AIM finally together. You've gotta check out free AOL Mail! - http://mail.aol.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Multiple No floating write license available pop-ups.
I believe you're referring to Defect #SW00255323 Summary: Server displays warning message for floating application license too frequently. Description: Load an application on an AR Server with an application licensed form. Run a server with one floating license and one application floating license. Create two users with floating and application floating licenses. Log in with one user and create an entry in the app licensed form. Login with the other user and attempt to do the same thing. With the second user, perform a search on the schema. 3. ACTUAL RESULTS: Second user gets one warning for the AR floating license and a warning for the app floating license every time they access the app licensed form. 4. EXPECTED RESULTS: Second user should get one warning for the AR floating license and one for the app floating license on writing the form. No warnings thereafter. If so, this is corrected in Patch 002 for AR System 7.0.01. Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chapman, Colin Sent: Wednesday, September 19, 2007 1:56 PM To: arslist@ARSLIST.ORG Subject: Multiple No floating write license available pop-ups. ** When a user assigned a floating license logs in to the Client tool (v7.0.01) and selects the Incident Management Console, he/she will get multiple pop-ups, I guess one per ticket in the Assigned Work table, warning a floating write license is not available. Is there a way to improve on this ? A patch maybe ? A setting somewhere ? TIA Colin ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 Colin Chapman, UNCW Phone: 910-962-7356 Email: [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Can we have dynamic form titles?
Hello Listers, Sorry i missed stating that I am trying to work on a display only form.Thisform does not hold any value in the View PropertiesRequest Identifier field. Carey,I will try on mid tier as per your suggestions. Thanks to you and Mark. I am also trying this on the User tool. Any further ideas on how to get this working? Thanks and Regards, Veerain On 9/20/07, Worley Mark A Ctr 2 SOS/SYOS [EMAIL PROTECTED] wrote: Veerain, Actually, it can be done, but at a cost. In the View Properties | Request Aliases, you can change the Request Identifier to a different field. By playing with this and the aliases, you can make the title display as you've requested. The cost is that the ticket number is no longer displayed in the title. I suppose you could get around this by creating a hidden field, and workflow to update it, that has all the data you want for the title... HTH Mark //SIGNED// MARK A. WORLEY, Contractor, 2 SOS/SYOS Remedy ARS Support, SAIC Commercial: (402) 294-8226 DSN: 271-8226 mailto:[EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, September 20, 2007 09:26 To: arslist@ARSLIST.ORG Subject: Re: Can we have dynamic form titles? Veerain, If you only care about the Mid-Tier then I think there might be a way to do this after the form is populated with data that could supply a $Company$ value. There is a special clause in the Active Link Run Process action that understands (for the Mid-Tier) that any Run Process starting with javascript: is actually a call to javascript. My understanding/guess is that the special prefix is striped from the Run Process action and the remaining values are evaluated in the javascript eval() function. So if you know the DHTML to change the title for a page, and your browser supports it... then you should be able to do this. Lot's of if's in there... but you might be dealing with multiple browsers, and I have no idea if the title attribute for a page can be dynamically changed. But you have a shot at making it work all the same. HTH. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/20/07, Veerain G [EMAIL PROTECTED] wrote: ** Hello Listers, ARS 5.1.2 and ARS 6.3 Oracle 9i Solaris Midtier 5.1.2 in-house helpdesk application. Is it possible to pass parameters to the form alias.For a view of a form I give an alias in the View propertiesaliases and labels.Here i am not able to specify a dynamic value.Suppose when the user opens a record the form title should read as 'Ticket info for $Company$', where $Company$ should be the company name value for that ticket that has been opened. Any thoughts on how this could be done? Thanks and Regards, Veerain __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS 7/Oracle and Firewalls/Network devices
You could write an api program that would hit all threads on all queues, only problem with this approach is that it will block ALL operations on the server for all the queues you are hitting. This would also have to be timed with the state expiration policy on the firewall, which for most firewalls are somewhere in the neighborhood of the following table: tcp.first 120s tcp.opening 30s tcp.established 86400s tcp.closing 900s tcp.finwait 45s tcp.closed 90s tcp.tsdiff 30s * with tcp.established being the relevant parameter A keep-alive from arserver would be ideal, but only the people at BMC can make that happen, which, as unfortunate as it is, usually means a lot of waiting, the don't hold your breath kind of waiting. Hope someone with a mind to read the list and other web communities gets the AR System product manager position that David posted. Axton Grams On 9/20/07, Carey Matthew Black [EMAIL PROTECTED] wrote: Just a few WAGs... I am not sure if these would cause DB IO for each thread or not: Maybe you could force the server to re-read is db? ( arsignal -g ) Maybe you could change an ARS object's helptext and try force the server to shake the threads You could also write a small api program to login and used all the right RPC numbers... but that would be tedious. And I am not sure you could hit all of the threads in the Fast/List/Private set to. That would be a bit more difficult, and exactly what your trying to do. :( -- 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 9/19/07, Axton [EMAIL PROTECTED] wrote: The escalation is (was) single threaded; in order to send traffic over every db connection, you have to exercise every thread. Since the escalation engine is single threaded, it will only occupy that one thread. If you notice in the arerror.log that all filter errors reported show 390693 as the rpc queue, it is executing everything on that one thread. In either case (single/multi-threaded escalation engine), it is only exercising the threads associated with the escalation engine, not the fast, list, callback, external auth, or custom queues. Axton Grams On 9/19/07, patrick zandi [EMAIL PROTECTED] wrote: ** Why not an afterhour escalation... instead.. Say every 10 minutes.. to do table queries or a report or two.. from 1800 - 0712 or something... On 9/19/07, Axton [EMAIL PROTECTED] wrote: Actually, now that I re-read your post I don't think putting a specific rule will side-step state checking. Depends on your firewall and the rule. Typically, states are created using only SYN packets, if state can be created on other packet types, you are still using stateful packet inspection, you are just allowing different packet types to add the session to the state table. We talked to BMC a few weeks ago and they told us theoretically that it would be possible to write a custom API that would run custom workflow (neither of which they could give us) that would hit all of the server's Oracle connections at the same time often enough to prevent anything from seeing them as idle. I was thinking this as I was reading your email, though I am not sure how you would hit the admin and every fast/list/custom queue's threads without occupying all of them simultaneously. The api, to my knowledge, does not give you the capability to control what thread you are using, which means that your api will have to be multi-threaded and will have to occupy the max number of configured threads per rpc queue, which will cause your remedy server to appear to hang (i.e., block other operations on those queues). Can you share what type of firewall you are using? If you really want to remove the firewall from the equation, remove it from the network, or completely disable it. I can't see that vlan tagging would cause any issues with this. vlan's are configured in one of two way's, on the switch per port or the tagging is handled by the end nodes. If it is on the switch, it will be transparent to the client. Axton Grams On 9/19/07, J.T. Shyman [EMAIL PROTECTED] wrote: ** Axton, Appreciate your input! I should have mentioned that we've been up and down that highway and haven't seen a blasted thing. (apologies to Glen Frey) What you are saying is exactly what I thought and we've disabled the idle timeout on the firewall. I know this may not be the same thing as preventing the firewall from using a state table but the firewall
Re: Version 7.1 Compatibility Matrix
I believe RKM only interacts with a JSP container - not a whole web platform. But the JSP containers it supports are: Tomcat: 4.1.2, 5.5 ServletExec ISAPI 5+ I've reminded the PM for that product to post something external on this... Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, September 06, 2007 11:23 AM To: arslist@ARSLIST.ORG Subject: Re: Version 7.1 Compatibility Matrix ** David, I don't see Remedy Knowledge Management listed in either the 7.0.1 or the 7.1.0 CM. Can you provide some data regarding compatible web platforms for this product? Rick On 9/6/07, Easter, David [EMAIL PROTECTED] wrote: ** Italics indicate an addition since AR System 7.0.01 -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:arslist@ARSLIST.ORG ] On Behalf Of Robert Tripp Sent: Thursday, September 06, 2007 9:17 AM To: arslist@ARSLIST.ORG Subject: Re: Version 7.1 Compatibility Matrix ** David, When I look at the compatibility matrix, and see an italicized yes, what does that mean? For example, Helpdesk 5.6 is listed as an italicized yes for AR Server 7.1 Thanks, -Rob From: Easter, David [mailto:[EMAIL PROTECTED] Sent: Wednesday, September 05, 2007 7:52 AM Subject: Re: Version 7.1 Compatibility Matrix ** The compatibility matrix is now posted. http://www.bmc.com/support/bmcremedycomp/index.htm Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Shellman, David Sent: Tuesday, September 04, 2007 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: Version 7.1 Compatibility Matrix ** Thanks for the update. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Easter, David Sent: Tuesday, September 04, 2007 2:13 PM To: arslist@ARSLIST.ORG Subject: Re: Version 7.1 Compatibility Matrix ** The compatibility matrix is posted through a different group than the EPD, so it's a little bit behind. Should be up soon. -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:arslist@ARSLIST.ORG ] On Behalf Of Shellman, David Sent: Tuesday, September 04, 2007 11:07 AM To: arslist@ARSLIST.ORG Subject: Version 7.1 Compatibility Matrix ** Any one seen the 7.1 compatibility matrix or has it not been added to the web page ( http://www.bmc.com/support/bmcremedycomp/index.htm http://www.bmc.com/support/bmcremedycomp/index.htm ) yet? Dave Dave Shellman Phone: (717) 810-3687 Fax:(717) 810-2124 email: [EMAIL PROTECTED]
Re: Version 7.1 Compatibility Matrix
RKM 7.1.01 will install its own instance of Tomcat 5.5.20 for both JSP container and web, or use the ones installed by mid-tier, or the ubiquitous Other if you want, such as IIS and SE/ SE AS. Remember that RKM is also installing its own instance of Hummingbird SearchServer on the web platform that you choose, and it runs as a Java application on the same web server. The consequences of sharing the mid-tier web instance are that (a) you have to set it up manually to load the ARS java components ONLY ONCE, in Tomcat or SE, or the first service to load (mid-tier or RKM) wins the JVM, and (b) a crash of Hummingbird within RKM can definitely crash Tomcat, which on restart can send your mid-tier off on a prefetch run again which is guaranteed to impair your AR Server for up to 30 minutes. The _best_ setup I have found for a production system is to give RKM a separate server from mid-tier but use the default Tomcat installation; mine shares the server with EIE, a non-web application that also deserves its own machine. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: Thursday, September 20, 2007 10:12 PM To: arslist@ARSLIST.ORG Subject: Re: Version 7.1 Compatibility Matrix ** I believe RKM only interacts with a JSP container - not a whole web platform. But the JSP containers it supports are: Tomcat: 4.1.2, 5.5 ServletExec ISAPI 5+ I've reminded the PM for that product to post something external on this... Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, September 06, 2007 11:23 AM To: arslist@ARSLIST.ORG Subject: Re: Version 7.1 Compatibility Matrix ** David, I don't see Remedy Knowledge Management listed in either the 7.0.1 or the 7.1.0 CM. Can you provide some data regarding compatible web platforms for this product? Rick On 9/6/07, Easter, David [EMAIL PROTECTED] wrote: ** Italics indicate an addition since AR System 7.0.01 -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:arslist@ARSLIST.ORG ] On Behalf Of Robert Tripp Sent: Thursday, September 06, 2007 9:17 AM To: arslist@ARSLIST.ORG Subject: Re: Version 7.1 Compatibility Matrix ** David, When I look at the compatibility matrix, and see an italicized yes, what does that mean? For example, Helpdesk 5.6 is listed as an italicized yes for AR Server 7.1 Thanks, -Rob _ From: Easter, David [mailto:[EMAIL PROTECTED] Sent: Wednesday, September 05, 2007 7:52 AM Subject: Re: Version 7.1 Compatibility Matrix ** The compatibility matrix is now posted. http://www.bmc.com/support/bmcremedycomp/index.htm Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Shellman, David Sent: Tuesday, September 04, 2007 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: Version 7.1 Compatibility Matrix ** Thanks for the update. Dave _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Easter, David Sent: Tuesday, September 04, 2007 2:13 PM To: arslist@ARSLIST.ORG Subject: Re: Version 7.1 Compatibility Matrix
