Re: Regarding ARRER[90]

[Girija Koragappa]

This might be due to network issue. Try pinging to server and check if there is 
connectivity issue with network. 
 
IF there is no connectivity issue, make sure server process is running on the 
server. If it is not running, you have to re-start the Services.
 
IF there is no network issue and server is running, review the /etc/ar file 
(for UNIX) or Login Information window
(for Windows) on your machine to verify that the server is registered as one of 
the servers
you can access. If no entry is present in the file or window, add the entry.
 
If the connection is still unsuccessful after you have eliminated these 
potential causes, shut
down and restart BMC Remedy User. The server might have been temporarily 
inaccessible.
 
Hope this helps :)


Date: Mon, 5 Nov 2007 06:47:00 +From: [EMAIL PROTECTED]: Regarding 
ARRER[90]To: [EMAIL PROTECTED] Hi guys, I am getting the following 
error'ARERR [90] Cannot establish a network connection to the AR System server 
: arserver (0) : RPC:Success' , eventhough i give proper server name and port 
numberCan you please help me how to resolve this issue??Thanks for 
helpingThanksRameshwar



__20060125___This posting was submitted with HTML in it___
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Re: Regarding ARRER[90]

[Michiel Beijen]

Please also check any personal firewalls installed on the computer of the
user trying to connect.



-- 
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl

On 11/5/07, Girija Koragappa <[EMAIL PROTECTED]> wrote:
>
> **
>
> This might be due to network issue. Try pinging to server and check if
> there is connectivity issue with network.
>
> IF there is no connectivity issue, make sure server process is running on
> the server. If it is not running, you have to re-start the Services.
>
> IF there is no network issue and server is running, review the /etc/ar file
> (for UNIX) or Login Information window
>
> (for Windows) on your machine to verify that the server is registered as
> one of the servers
>
> you can access. If no entry is present in the file or window, add the
> entry.
>
>
>
> If the connection is still unsuccessful after you have eliminated these
> potential causes, shut
> down and restart BMC Remedy User. The server might have been temporarily
> inaccessible.
>
> Hope this helps :)
>
> --
> Date: Mon, 5 Nov 2007 06:47:00 +
> From: [EMAIL PROTECTED]
> Subject: Regarding ARRER[90]
> To: arslist@ARSLIST.ORG
>
> ** Hi guys,
>  I am getting the following error
> *'ARERR [90] Cannot establish a network connection to the AR System server
> : arserver (0) : RPC:Success'* , eventhough i give proper server name and
> port number
>
> Can you please help me how to resolve this issue??
>
> Thanks for helping
>
> Thanks
> Rameshwar
>   [image: Naukri 
> Resume]  
> PROTECTED]/1503566_1496716/1502984/1?PARTNER=3&OAS_QUERY=null+target=new>__20060125___This
> posting was submitted with HTML in it___
>
>
> --
> Windows Live Spaces is here! It's easy to create your own personal Web
> site. Check it out! 
> __20060125___This posting was submitted with HTML in
> it___
>

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Re: Service Desk, C-API and Automated Assignment Error

[Mo Korda]

Hi Jarl,

Many thanks for this tip.  I have success with this form - and have also now a 
copy of some documentation that lists this form as the API creation point for 
incidents.

best wishes
Maureen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Jarl Grøneng
Sent: 02 November 2007 22:22
To: arslist@ARSLIST.ORG
Subject: Re: Service Desk, C-API and Automated Assignment Error


Hi,

I typed a wrong name, should be: HPD:IncidentInterface_Create

--
Jarl

On 11/2/07, Mo Korda <[EMAIL PROTECTED]> wrote:
> Hello Jarl,
>
> I don't have that form on my ARSystem server.  I installed Incident and 
> Problem Management from the ITSM suite.  I no longer have the 6.3 Remedy 
> HelpDesk installed.
>
> thanks
> Maureen
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Jarl Grøneng
> Sent: 02 November 2007 15:52
> To: arslist@ARSLIST.ORG
> Subject: Re: Service Desk, C-API and Automated Assignment Error
>
>
> Instead of creating records in the HPD:HelpDesk form, look at the
> HPD:HelpDesk_CreateInterface form. This will handle all your issues
> you encounter.
>
> --
> Jarl
>
> On 11/1/07, Mo Korda <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> >
> > I've upgraded ARSystemServer from 6.3 to 7.0.1 and HelpDesk 6.0 to Service
> > Desk.
> >
> > I need to adjust C-API executables to create Service Desk HPD:Help Desk
> > entries instead of creating Help Desk's previous HPD:HelpDesk entries.I
> > see that other listees have done likewise.
> >
> > I also have come across similar issues as other listees doing this task, but
> > unfortunately cannot decipher the solutions.
> >
> > This is due to lack of experience with the product and in particular not
> > understanding the ITSM Assignment process.
> >
> > I fill in many Help Desk fields in my C-API call, including these below for
> > incident assigment:
> >
> > Assigned Support Company > (100251),
> > Assigned Support Organization (100014),
> > Assigned Group (100217)]
> >
> > I have used the Application Administration Console to set up the Configure
> > Assignment in a way that I think will match the values I give in the above
> > fields, and I have tried setting the Event Details, Event field to both
> > Incident Owner and - General - with no good effect.
> >
> > The error that I get is "No groups were found using automated routing. You
> > need to manually select a group."
> > Does anybody who has had this problem have any idea what I may be doing
> > wrong ?
> >
> > I saw a reply to a previous listee's question about this that suggests to
> > observe workflow (active link) logging.  Could somebody tell me how to see
> > this logging ?
> >
> > Many thanks
> > Mo Korda __20060125___This posting was
> > submitted with HTML in it___
>
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Re: Regarding ARRER[90]

[Muhammed, Siraj]

 ** Please check if you can connect to database (DB availability) also
check the connectivity between ARS Server and database if you are using
remote DB

 Regards,

Siraj P M



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen
Sent: Monday, November 05, 2007 1:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Regarding ARRER[90]

 

** Please also check any personal firewalls installed on the computer of
the user trying to connect.



-- 
Met vriendelijke groet / Kind regards 
Michiel Beijen
__ 
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl

On 11/5/07, Girija Koragappa <[EMAIL PROTECTED]> wrote: 

** 



This might be due to network issue. Try pinging to server and check if
there is connectivity issue with network. 
 
IF there is no connectivity issue, make sure server process is running
on the server. If it is not running, you have to re-start the Services.
 
IF there is no network issue and server is running, review the /etc/ar
file (for UNIX) or Login Information window

(for Windows) on your machine to verify that the server is registered as
one of the servers

you can access. If no entry is present in the file or window, add the
entry.

 

If the connection is still unsuccessful after you have eliminated these
potential causes, shut

down and restart BMC Remedy User. The server might have been temporarily
inaccessible.
 
Hope this helps :)



Date: Mon, 5 Nov 2007 06:47:00 +
From: [EMAIL PROTECTED]
Subject: Regarding ARRER[90]
To: arslist@ARSLIST.ORG



** Hi guys,
 I am getting the following error 
'ARERR [90] Cannot establish a network connection to the AR System
server : arserver (0) : RPC:Success' , eventhough i give proper server
name and port number

Can you please help me how to resolve this issue?? 

Thanks for helping

Thanks
Rameshwar

Naukri Resume
 

__20060125___This posting was submitted with HTML in
it___

 



Windows Live Spaces is here! It's easy to create your own personal Web
site. Check it out!  

__20060125___This posting was submitted with HTML in
it___ 



__20060125___This posting was submitted with HTML in
it___ 



This message contains information that may be privileged or confidential and is 
the property of the Capgemini Group. It is intended only for the person to whom 
it is addressed. If you are not the intended recipient,  you are not authorized 
to read, print, retain, copy, disseminate,  distribute, or use this message or 
any part thereof. If you receive this  message in error, please notify the 
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Re: Regarding ARRER[90]

[Dan Greer]

Try  restarting. The portmapper. This hangs sometimes. 

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Sun Nov 04 22:47:00 2007
Subject: Regarding ARRER[90]

** Hi guys,
 I am getting the following error
'ARERR [90] Cannot establish a network connection to the AR System server : 
arserver (0) : RPC:Success' , eventhough i give proper server name and port 
number

Can you please help me how to resolve this issue??

Thanks for helping

Thanks
Rameshwar

Naukri Resume 
   
__20060125___This posting was submitted with HTML in it___

Signature Line problem - Urgent - Change Management Version 6

[Rami S Ayoub]

**

Hi List, 

 

I have problem with the Signature Line problem from approval server to change 
management, anyone have experience in this issue

 

The list of approvals that should be populated once the status has changed to 
Pending Approval on the Change request , is not being updated instantly. The 
delay can be up to a day. 

 

Change Management version 6 on Windows ARS version 6.3 patch 14

 

Regards,

Rami

 


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Re: Regarding ARRER[90]

[Shweta Dhaneshwar]

Hi Rameshwar,
I did face similar issue with one perticular user when the user tried to log
in. After un-installing the anti virus from the users machine the error
vanished. As Michiel has stated the problem wud be because of some fiewall
setting.

Regards,
Shweta

On 11/5/07, Rameshwar Avuku <[EMAIL PROTECTED]> wrote:
>
> ** Hi guys,
>  I am getting the following error
> *'ARERR [90] Cannot establish a network connection to the AR System server
> : arserver (0) : RPC:Success'* , eventhough i give proper server name and
> port number
>
> Can you please help me how to resolve this issue??
>
> Thanks for helping
>
> Thanks
> Rameshwar
>   [image: Naukri 
> Resume]  
> PROTECTED]/1503566_1496716/1502984/1?PARTNER=3&OAS_QUERY=null+target=new+>__20060125___This
> posting was submitted with HTML in it___

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Re: Sending emails in HTML format

[Mike Balogh]

Bumping this back to the top because I'm not sure it actually went out to
everyone.  If it did, I apologize.  But I never got the email confirmation.
 
~Mike

-Original Message-
From: Mike Balogh [mailto:[EMAIL PROTECTED] 
Sent: Friday, November 02, 2007 9:34 AM
To: '[EMAIL PROTECTED]'
Subject: Sending emails in HTML format


Hi everyone -
 
I'm working with a 6.03 server and email engine to try to send a certain
email notification formatted as html (as I've done many times before on
other servers).  I've setup html header and footer templates with attached
images.  And specified those header and footer templates in the approprate
place on the filter that sends the notification.  In addition, the message
body contains content which includes html tags.
 
When the message is sent, however, the content is only placed in the Plain
Text Body field on the AR System Email Messages form.  The HTML Body field
is left blank.   On the email client end, the html tags are still
interpreted properly but the formatting is a mess and the embedded images do
not display.
 
On the AR System Email Messages form, if I create an identical email record
to be sent, but copy and paste the content out of the Plain Text Body field
of the original email and into the HTML Body field of the new email, the
formatting is fine and the embedded images display properly when received.
 
So my question is:  How do I force the email engine to send the notification
as html instead of plain text?  What does it look for that would indicate
that the message being sent should be formatted as html?  Every other server
I've ever worked with in this regard has done so without issue.
 
Thanks in advance for any help you can provide,
~Mike
 
---
Michael J Balogh
Wingspan Systems Inc.
  [EMAIL PROTECTED]
 
 


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CMDB 2.0.1/AR 7.0.1 Installation Issue

[Kevin Murray]

Hi All,

Env:

HPUX 11-11
ARSystem 7.0.1 Patch 3 and 5 tested
Approval/Assignemen 7.0.1 Patch 3 and 5 tested
CMDB 2.0.1 Patch 3 and 4 tested
Local Oracle 9i (via 10g 32 client libs)

I could write an essay on this issue,  but rather than do it, I'm
hoping someone else has had the same or similar issue - a workaround/
solution would be nice.

We are struggling to get CMDB patch 3 or 4 installed against 7.0.1
patch 3 (or 5) on a HPUX 11.11 OS. During the installation of CMDB
patch 3 or 4 (against AR 7.0.1 patch 3 or 5) we hit the following
issue:

When the server is restarted (by the installer mid-way through), the
arserverd terminates after having loaded some if not all of it's data
dictionary to memory from the backend database.

"Mon Nov  5 11:56:24 2007  390600 : AR System server terminated when a
signal/exc
eption was received by the server (ARNOTE 20)
Mon Nov  5 11:56:24 2007 10
   Timestamp: Mon Nov 05 2007 11:56:24.0527
   Thread Id: 5
   Version: 7.0.01 Patch 005 200710010826 Oct  1 2007 09:00:46
   ServerName: blhremdr
   Database: SQL -- Oracle
   Hardware: 9000/800
   OS: HP-UX B.11.11
   RPC Id: 0
   RPC Call: 0
   RPC Queue: 390600
   Protocol Version: 12
   Client IP Address:
   Logging On:"

 It would appear that the following line in the ar.conf file is what's
causes it to crash:

Load-Shared-Library: libcmdbsvr20.sl

If we uncomment it, the arsystem was start OK (but the CMDB install is
mid-cycle and I need it to install). It gets caught in a loop
otherwise, as armonitor tries to unsuccessfully re-start it. This is
happening in our UAT environment. DEV went OK. The environment
variables/OS settings between DEV/UAT are as close to one-another as
possible.

Anyone had a similar experience?

TIA,
Kevin

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Re: Sending emails in HTML format

[Shawn Stonequist]

Mike,
 
Just curious, do you have your template entries set to HTML?
 



Thanks in advance for your help!
Shawn Stonequist
Remedy 6.3
EMNS 


  _  

From: Mike Balogh [mailto:[EMAIL PROTECTED] 
Sent: Friday, November 02, 2007 8:34 AM
Subject: Sending emails in HTML format


** 
Hi everyone -
 
I'm working with a 6.03 server and email engine to try to send a certain
email notification formatted as html (as I've done many times before on
other servers).  I've setup html header and footer templates with attached
images.  And specified those header and footer templates in the approprate
place on the filter that sends the notification.  In addition, the message
body contains content which includes html tags.
 
When the message is sent, however, the content is only placed in the Plain
Text Body field on the AR System Email Messages form.  The HTML Body field
is left blank.   On the email client end, the html tags are still
interpreted properly but the formatting is a mess and the embedded images do
not display.
 
On the AR System Email Messages form, if I create an identical email record
to be sent, but copy and paste the content out of the Plain Text Body field
of the original email and into the HTML Body field of the new email, the
formatting is fine and the embedded images display properly when received.
 
So my question is:  How do I force the email engine to send the notification
as html instead of plain text?  What does it look for that would indicate
that the message being sent should be formatted as html?  Every other server
I've ever worked with in this regard has done so without issue.
 
Thanks in advance for any help you can provide,
~Mike
 
---
Michael J Balogh
Wingspan Systems Inc.
  [EMAIL PROTECTED]
 
 
__20060125___This posting was submitted with HTML in
it___ 

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Re: CMDB 2.0.1/AR 7.0.1 Installation Issue

[Axton]

Work with support to find out what the issue is.  Something is doing
something it shouldn't be (like writing to memory it doesn't own).  I
don't know much about HP, but if you can generate a core or get a
stack trace (may not be too useful without a debug build that includes
symbols), this should be your starting point with support.  If you
can, get a debug build from BMC that is not stripped, generate a core,
then ship it to BMC so that they can evaluate it to see what went
wrong.

Axton Grams

On Nov 5, 2007 7:58 AM, Kevin Murray <[EMAIL PROTECTED]> wrote:
> Hi All,
>
> Env:
>
> HPUX 11-11
> ARSystem 7.0.1 Patch 3 and 5 tested
> Approval/Assignemen 7.0.1 Patch 3 and 5 tested
> CMDB 2.0.1 Patch 3 and 4 tested
> Local Oracle 9i (via 10g 32 client libs)
>
> I could write an essay on this issue,  but rather than do it, I'm
> hoping someone else has had the same or similar issue - a workaround/
> solution would be nice.
>
> We are struggling to get CMDB patch 3 or 4 installed against 7.0.1
> patch 3 (or 5) on a HPUX 11.11 OS. During the installation of CMDB
> patch 3 or 4 (against AR 7.0.1 patch 3 or 5) we hit the following
> issue:
>
> When the server is restarted (by the installer mid-way through), the
> arserverd terminates after having loaded some if not all of it's data
> dictionary to memory from the backend database.
>
> "Mon Nov  5 11:56:24 2007  390600 : AR System server terminated when a
> signal/exc
> eption was received by the server (ARNOTE 20)
> Mon Nov  5 11:56:24 2007 10
>Timestamp: Mon Nov 05 2007 11:56:24.0527
>Thread Id: 5
>Version: 7.0.01 Patch 005 200710010826 Oct  1 2007 09:00:46
>ServerName: blhremdr
>Database: SQL -- Oracle
>Hardware: 9000/800
>OS: HP-UX B.11.11
>RPC Id: 0
>RPC Call: 0
>RPC Queue: 390600
>Protocol Version: 12
>Client IP Address:
>Logging On:"
>
>  It would appear that the following line in the ar.conf file is what's
> causes it to crash:
>
> Load-Shared-Library: libcmdbsvr20.sl
>
> If we uncomment it, the arsystem was start OK (but the CMDB install is
> mid-cycle and I need it to install). It gets caught in a loop
> otherwise, as armonitor tries to unsuccessfully re-start it. This is
> happening in our UAT environment. DEV went OK. The environment
> variables/OS settings between DEV/UAT are as close to one-another as
> possible.
>
> Anyone had a similar experience?
>
> TIA,
> Kevin
>
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>

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Re: Sending emails in HTML format

[Mike Balogh]

Yep, sure do.  As a matter of fact, I copied the entries exactly from
another system that works properly and it still is not working on this
server.  It just outright refuses to recognize that the email should be
encoded as HTML without me manually placing the content into the HTML Body
field.
 
~Mike

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf
Of Shawn Stonequist
Sent: Monday, November 05, 2007 8:43 AM
To: Arslist
Subject: RE: Sending emails in HTML format


** 
Mike,
 
Just curious, do you have your template entries set to HTML?
 



Thanks in advance for your help!
Shawn Stonequist
Remedy 6.3
EMNS 


  _  

From: Mike Balogh [mailto:[EMAIL PROTECTED] 
Sent: Friday, November 02, 2007 8:34 AM
Subject: Sending emails in HTML format


** 
Hi everyone -
 
I'm working with a 6.03 server and email engine to try to send a certain
email notification formatted as html (as I've done many times before on
other servers).  I've setup html header and footer templates with attached
images.  And specified those header and footer templates in the approprate
place on the filter that sends the notification.  In addition, the message
body contains content which includes html tags.
 
When the message is sent, however, the content is only placed in the Plain
Text Body field on the AR System Email Messages form.  The HTML Body field
is left blank.   On the email client end, the html tags are still
interpreted properly but the formatting is a mess and the embedded images do
not display.
 
On the AR System Email Messages form, if I create an identical email record
to be sent, but copy and paste the content out of the Plain Text Body field
of the original email and into the HTML Body field of the new email, the
formatting is fine and the embedded images display properly when received.
 
So my question is:  How do I force the email engine to send the notification
as html instead of plain text?  What does it look for that would indicate
that the message being sent should be formatted as html?  Every other server
I've ever worked with in this regard has done so without issue.
 
Thanks in advance for any help you can provide,
~Mike
 
---
Michael J Balogh
Wingspan Systems Inc.
  [EMAIL PROTECTED]
 
 
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with HTML
in it___ 


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Re: Sending emails in HTML format

[Baxter, Andrew]

I ran into a similar issue.  What I ended up doing was creating a mostly
blank html template and using only the tag #$$AR Notification Text$$#.
I then copy and pasted the html code into the text for the notify field.
It doesn't look pretty in the notify but it took care of my problem.

 

Thanks,

Andrew Baxter

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike Balogh
Sent: Monday, November 05, 2007 8:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Sending emails in HTML format

 

** 

Yep, sure do.  As a matter of fact, I copied the entries exactly from
another system that works properly and it still is not working on this
server.  It just outright refuses to recognize that the email should be
encoded as HTML without me manually placing the content into the HTML
Body field.

 

~Mike

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Shawn Stonequist
Sent: Monday, November 05, 2007 8:43 AM
To: Arslist
Subject: RE: Sending emails in HTML format

** 

Mike,

 

Just curious, do you have your template entries set to HTML?

 

 

Thanks in advance for your help!
Shawn Stonequist
Remedy 6.3
EMNS 

 



From: Mike Balogh [mailto:[EMAIL PROTECTED] 
Sent: Friday, November 02, 2007 8:34 AM
Subject: Sending emails in HTML format

** 

Hi everyone -

 

I'm working with a 6.03 server and email engine to try to send a
certain email notification formatted as html (as I've done many times
before on other servers).  I've setup html header and footer templates
with attached images.  And specified those header and footer templates
in the approprate place on the filter that sends the notification.  In
addition, the message body contains content which includes html tags.

 

When the message is sent, however, the content is only placed in
the Plain Text Body field on the AR System Email Messages form.  The
HTML Body field is left blank.   On the email client end, the html tags
are still interpreted properly but the formatting is a mess and the
embedded images do not display.

 

On the AR System Email Messages form, if I create an identical
email record to be sent, but copy and paste the content out of the Plain
Text Body field of the original email and into the HTML Body field of
the new email, the formatting is fine and the embedded images display
properly when received.

 

So my question is:  How do I force the email engine to send the
notification as html instead of plain text?  What does it look for that
would indicate that the message being sent should be formatted as html?
Every other server I've ever worked with in this regard has done so
without issue.

 

Thanks in advance for any help you can provide,

~Mike

 

---

Michael J Balogh

Wingspan Systems Inc.

[EMAIL PROTECTED] 


 

 

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

__20060125___This posting was submitted with HTML in
it___ 


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Re: Opening a PDF from the MidTier

[Rahul AR User]

This is very strange situation...

Hugo i appreciate your workaround but I believe this will not work
becuase as confirmed by Brain, the pdf from any other browser opens directly
without giving any error except for those from the local AR Server Mid-Tier
virtual path.

Brain can you please try opening any other extension file, like DOC,
XLS, etc. Maybe this might lead us somewhere.

Awaiting some positive results for further investigation



On 11/3/07, Hugo Visser <[EMAIL PROTECTED]> wrote:
>
> ** Again, you should verify that the mime-type that is sent is the correct
> one. One option would be to install the firebug extension to see what is
> being sent to the browser. If the mime-type is incorrect (for example
> text/plain), Firefox will just open it as text, like most other browsers.
> "IE works" because it sees ".pdf" and knows how top open pdf on your PC, no
> matter what mime-type your web browser is sending.
>
> It could be that the mime-type config must be done at some other place,
> like your web server.
>
> Hugo
>
> On 11/2/07, Sokol, Brian < [EMAIL PROTECTED]> wrote:
> >
> >  Not true. If I open the file directly from Firefox (File, Open File) it
> > works fine. If I open a pdf in firefox from another web site it works ok.
> >
> >  --
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] *On Behalf Of *Rahul AR User
> > *Sent:* Friday, November 02, 2007 11:35 AM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* Re: Opening a PDF from the MidTier
> >
> >
> >  ** Hi Brain,
> >
> > Can u confrim whether you are opening the URL from the server machine or
> > have you tried opening the same from other systems in the network also?
> >
> > It seems that hsi is a localised problem with FireFox application and
> > not related to ARS. I could draw thie conclusion from your comment that when
> > you directly open the PDF from FireFox, it gives an error.
> >
> >
> > On 11/2/07, Sokol, Brian <[EMAIL PROTECTED]> wrote:
> > >
> > > Thanks Carey,
> > >
> > > I just tried it but get the same exact results. The PDF in Firefox
> > > looks like this:
> > >
> > > 005086 0 n 005334 0 n 005561 0 n 008230
> > > 0 n 008328 0 n 011033 0 n 018108 0 n 
> > > 018337
> > > 0 n 018521 0 n 000796 0 n trailer
> > > <<7FAF49E0F79CE0D2C017FF7C94E3C35F><582EF4B25F50364FB99AF1931835654A>]>>
> > > startxref 0 %%EOF 56 0 obj<>stream x b```a`` a`e`P c g@ ~  + sL`bh T  韷?
> > > AD05<   tY 5/q  )^ a $  M : /虳gdy ``` TRj   `@ 0  @
> > > q@ZÊ• x ~h1  jjv`u X&%`  !4 ;   7  F .P J30 R
> > > [EMAIL PROTECTED] ?~ iF b  0   3  endstream endobj 33 0 obj<> endobj 
> > > 34 0 obj<>
> > > endobj 35 0
> > > obj<<>/ColorSpace<>/Font<>/ProcSet[/PDF/Text/ImageC/ImageI]/ExtGState<>>>
> > > endobj 36 0 obj<> endobj 37 0 obj[/ICCBased 49 0 R] endobj 38 0 
> > > obj[/Indexed
> > > 37 0 R 15 50 0 R] endobj 39 0 obj<> endobj 40 0 obj<> endobj 41 0
> > > obj<>stream H  W n F } W # T ./"  -R'm ^ 6* ` V KH ļ 왙sά_ 
> > >  Q
> > > } | t^. >HXn   4   알
> > >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList) [mailto:
> > > [EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> > > Sent: Friday, November 02, 2007 11:12 AM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Re: Opening a PDF from the MidTier
> > >
> > > Brian,
> > >
> > > I use the Active link action PERFORM-ACTION-OPEN-URL and have not
> > > noticed any problems launching a PDF (also hosted on our Mid-Tier
> > > server) from a button. Maybe you can use a button instead of a Text
> > > object?
> > >
> > > --
> > > Carey Matthew Black
> > > Remedy Skilled Professional (RSP)
> > > ARS = Action Request System(Remedy)
> > >
> > > Love, then teach
> > > Solution = People + Process + Tools
> > > Fast, Accurate, Cheap Pick two.
> > >
> > >
> > > ___
> > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.orgARSlist:"Where 
> > > the Answers Are"
> > >
> >
> >
> >
> > --
> > Regards
> > Rahul __20060125___This posting was submitted with
> > HTML in it___
> >
>
> __20060125___This posting was submitted with HTML in
> it___
>



-- 
Regards
Rahul

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Inconsistencies with Assignment Info and Email Reminders

[Menachem, Sharon]

Hi Everyone,
 
I am still on an oldish system of ARS 5.1.2 patch 1484 with HD 5.6 on
Win 2003, SQL 2000 SP3 and have begun getting some strange complaints.
 
1. In many cases after a call is reassigned the consolidated list is not
updated with the new information. The HPD:Helpdesk form itself is, and
if you drill down from the SHR:Consolidated list you see the correct
information. I have set up server filter logging and see that every so
often the push action of the filter shows that it is running in phase 2,
or at least it appears in the list of filters for phase 2 but nothing is
actually happening. Most of the time it is working fine and I see the
full information in the log, in the call and in the consolidated list. I
don't know how to determine if these are the times the update is not
happening, or in fact where to go from here.
 
2. I have a few custom escalations which run twice a day, which check if
the call has been updated at all in the past x days and if not send a
reminder email to the Assignee that they need to update the call. In
about 20% of the cases, the call is reassigned and yet the original
Assignee still gets the email reminder that the call has not been
updated. The call obviously has been updated - it has been reassigned
and this was registered in the Audit trail. Also, the reminders and the
reassign of the call do not happen at around the same time, i.e the call
was reassigned 15 minutes after it was opened (Assignee A) and then
again 1/2 hour later (Assignee B) and the reminder email was sent out
after 3 days to assignee A and not B as it should have been. The
reminders do not access the consolidated list, they run directly off
HPD:Helpdesk.
 
I'm kind of lost on how to proceed on both these issues. It is made
harder by the fact that I am currently in a time zone 7 hours apart from
the office so all the information gets to me way after it has happened!
 
Any advise would be greatly appreciated.
Sharon
 
 
*
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Starting a new ID

[Oyefeso, Bola]

  

Hello everyone,

I created some tickets on a new application that I am implementing
tomorrow.   I will be deleting all these tickets, but I want the user to
begin with Case ID "001".  Any quick idea on how to do this?

Thanks all.

 

Bola Oyefeso 


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Re: Opening a PDF from the MidTier

[Hugo Visser]

Right, except that he didn't state "any other browser", but IE :) I'll test
some stuff here, to see if I can reproduce it. What I meant to say was that
the mime-type is an important way for compliant browser to know what to do
with a file. I suspect that something strange is going on. Either the
mime-type is correct but the client (Firefox) is configured wrong, or the
mime-type is incorrect confuses the client.

However, when I put a pdf in my shared folder on a 7.0.1 Mid-Tier, running
on Tomcat 5.20 it just works. Brian, what's your config?

Hugo

On 11/5/07, Rahul AR User <[EMAIL PROTECTED]> wrote:
>
> ** This is very strange situation...
>
> Hugo i appreciate your workaround but I believe this will not work
> becuase as confirmed by Brain, the pdf from any other browser opens directly
> without giving any error except for those from the local AR Server Mid-Tier
> virtual path.
>
> Brain can you please try opening any other extension file, like DOC,
> XLS, etc. Maybe this might lead us somewhere.
>
> Awaiting some positive results for further investigation
>
>
>
> On 11/3/07, Hugo Visser <[EMAIL PROTECTED]> wrote:
> >
> > ** Again, you should verify that the mime-type that is sent is the
> > correct one. One option would be to install the firebug extension to see
> > what is being sent to the browser. If the mime-type is incorrect (for
> > example text/plain), Firefox will just open it as text, like most other
> > browsers. "IE works" because it sees ".pdf" and knows how top open pdf on
> > your PC, no matter what mime-type your web browser is sending.
> >
> > It could be that the mime-type config must be done at some other place,
> > like your web server.
> >
> > Hugo
> >
> > On 11/2/07, Sokol, Brian < [EMAIL PROTECTED] > wrote:
> > >
> > >  Not true. If I open the file directly from Firefox (File, Open File)
> > > it works fine. If I open a pdf in firefox from another web site it works
> > > ok.
> > >
> > >  --
> > > *From:* Action Request System discussion list(ARSList) 
> > > [mailto:arslist@ARSLIST.ORG
> > > ] *On Behalf Of *Rahul AR User
> > > *Sent:* Friday, November 02, 2007 11:35 AM
> > > *To:* arslist@ARSLIST.ORG
> > > *Subject:* Re: Opening a PDF from the MidTier
> > >
> > >
> > >  ** Hi Brain,
> > >
> > > Can u confrim whether you are opening the URL from the server machine
> > > or have you tried opening the same from other systems in the network also?
> > >
> > > It seems that hsi is a localised problem with FireFox application and
> > > not related to ARS. I could draw thie conclusion from your comment that 
> > > when
> > > you directly open the PDF from FireFox, it gives an error.
> > >
> > >
> > > On 11/2/07, Sokol, Brian <[EMAIL PROTECTED] > wrote:
> > > >
> > > > Thanks Carey,
> > > >
> > > > I just tried it but get the same exact results. The PDF in Firefox
> > > > looks like this:
> > > >
> > > > 005086 0 n 005334 0 n 005561 0 n 008230
> > > > 0 n 008328 0 n 011033 0 n 018108 0 n 
> > > > 018337
> > > > 0 n 018521 0 n 000796 0 n trailer
> > > > <<7FAF49E0F79CE0D2C017FF7C94E3C35F><582EF4B25F50364FB99AF1931835654A>]>>
> > > > startxref 0 %%EOF 56 0 obj<>stream x b```a`` a`e`P c g@ ~  + sL`bh T  
> > > > 韷?
> > > > AD05<   tY 5/q  )^ a $  M : /虳gdy ``` TRj   `@ 0  
> > > > @
> > > > q@ZÊ• x ~h1  jjv`u X&%`  !4 ;   7  F .P J30 R
> > > > [EMAIL PROTECTED] ?~ iF b  0   3  endstream endobj 33 0 obj<> 
> > > > endobj 34 0
> > > > obj<> endobj 35 0
> > > > obj<<>/ColorSpace<>/Font<>/ProcSet[/PDF/Text/ImageC/ImageI]/ExtGState<>>>
> > > > endobj 36 0 obj<> endobj 37 0 obj[/ICCBased 49 0 R] endobj 38 0 
> > > > obj[/Indexed
> > > > 37 0 R 15 50 0 R] endobj 39 0 obj<> endobj 40 0 obj<> endobj 41 0
> > > > obj<>stream H  W n F } W # T ./"  -R'm ^ 6* ` V KH ļ 
> > > > 왙sά_  Q
> > > > } | t^. >HXn   4   알
> > > >
> > > > -Original Message-
> > > > From: Action Request System discussion list(ARSList) 
> > > > [mailto:arslist@ARSLIST.ORG
> > > > ] On Behalf Of Carey Matthew Black
> > > > Sent: Friday, November 02, 2007 11:12 AM
> > > > To: arslist@ARSLIST.ORG
> > > > Subject: Re: Opening a PDF from the MidTier
> > > >
> > > > Brian,
> > > >
> > > > I use the Active link action PERFORM-ACTION-OPEN-URL and have not
> > > > noticed any problems launching a PDF (also hosted on our Mid-Tier
> > > > server) from a button. Maybe you can use a button instead of a Text
> > > > object?
> > > >
> > > > --
> > > > Carey Matthew Black
> > > > Remedy Skilled Professional (RSP)
> > > > ARS = Action Request System(Remedy)
> > > >
> > > > Love, then teach
> > > > Solution = People + Process + Tools
> > > > Fast, Accurate, Cheap Pick two.
> > > >
> > > > ___
> > > >
> > > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.orgARSlist:"Where 
> >

Hi All

[Rahul AR User]

Hi All,

I am able to reply to the post but I am not able to post my queries, please
guide.

Regards
Rahul

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Adding SLA to a new form field

[Rahul AR User]

Hi All,

I have created a new form, as per my requirement, which is to be monitored
thru some SLA. The problem is that I have worked on the custom Out of Box
application forms but never tried on a new form.

Please guide me as to how to SLA to the required fields on this new form.

Thanking you in advance

Regards
Rahul

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Re: Starting a new ID

[Joe D'Souza]

Bola,

Find out the schema ID of that form, you will be able to find this from the
table arschema.. Corresponding to that row in the arschema table, modify the
nextid value to 1.

Also make sure that you have deleted all related tickets in case you have
related information stored in other tables. Reset those ID's as well.

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Oyefeso, Bola
  Sent: Monday, November 05, 2007 9:33 AM
  To: arslist@ARSLIST.ORG
  Subject: Starting a new ID


  **
  Hello everyone,

  I created some tickets on a new application that I am implementing
tomorrow.   I will be deleting all these tickets, but I want the user to
begin with Case ID “001”.  Any quick idea on how to do this?

  Thanks all.



  Bola Oyefeso

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.15.22/ - Release Date: 11/5/2007
4:36 AM

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<>

Re: Adding SLA to a new form field

[Matthew Perrault]

Rahul,

If you are using ITSM 7 (which I think you are).

Go to the Application Administration Console

Customer Configuration Tab

Expand Service Level Management

Expand Configuration Application Settings

Select Data Sources and open it.

On this form, fill out the information. The 'Data Source / App* Form'
field is where you specify you're new form. 

Once the data is filled out, click the Create Fields button.

 

The actual Form name that you are looking for is: SLM:ConfigDataSource
(aliased as Config Service Target Data Source).

I would recommend reading the SLM Users, and Config guides as well.

There is also a BMC WBT on SLM basics. I found it to be very useful.

 

Matt P.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rahul AR User
Sent: Monday, November 05, 2007 8:54 AM
To: arslist@ARSLIST.ORG
Subject: Adding SLA to a new form field

 

** 

Hi All,

 

I have created a new form, as per my requirement, which is to be
monitored thru some SLA. The problem is that I have worked on the custom
Out of Box application forms but never tried on a new form.

 

Please guide me as to how to SLA to the required fields on this new
form.

 

Thanking you in advance

 

Regards

Rahul

__20060125___This posting was submitted with HTML in
it___ 


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Re: Adding SLA to a new form field

[Rahul AR User]

Thanks Matthew for the detail. let me try and confirm back.

On 11/5/07, Matthew Perrault <[EMAIL PROTECTED]> wrote:
>
> **
>
> Rahul,
>
> If you are using ITSM 7 (which I think you are).
>
> Go to the Application Administration Console
>
> Customer Configuration Tab
>
> Expand Service Level Management
>
> Expand Configuration Application Settings
>
> Select Data Sources and open it.
>
> On this form, fill out the information. The 'Data Source / App* Form'
> field is where you specify you're new form.
>
> Once the data is filled out, click the Create Fields button.
>
>
>
> The actual Form name that you are looking for is: SLM:ConfigDataSource
> (aliased as Config Service Target Data Source).
>
> I would recommend reading the SLM Users, and Config guides as well.
>
> There is also a BMC WBT on SLM basics. I found it to be very useful.
>
>
>
> Matt P.
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rahul AR User
> *Sent:* Monday, November 05, 2007 8:54 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Adding SLA to a new form field
>
>
>
> **
>
> Hi All,
>
>
>
> I have created a new form, as per my requirement, which is to be monitored
> thru some SLA. The problem is that I have worked on the custom Out of Box
> application forms but never tried on a new form.
>
>
>
> Please guide me as to how to SLA to the required fields on this new form.
>
>
>
> Thanking you in advance
>
>
>
> Regards
>
> Rahul
>
> __20060125___This posting was submitted with HTML in
> it___
> __20060125___This posting was submitted with HTML in
> it___




-- 
Regards
Rahul

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Re: Starting a new ID

[Oyefeso, Bola]

  

Obviously, this has to be done at the database level.  I am not the
database administrator.  Is there a way to do it on my end without
contacting the administrator.

Thanks.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, November 05, 2007 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Starting a new ID

 

Bola,

 

Find out the schema ID of that form, you will be able to find this from
the table arschema.. Corresponding to that row in the arschema table,
modify the nextid value to 1.

 

Also make sure that you have deleted all related tickets in case you
have related information stored in other tables. Reset those ID's as
well.

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Oyefeso, Bola
Sent: Monday, November 05, 2007 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Starting a new ID

** 

Hello everyone,

I created some tickets on a new application that I am
implementing tomorrow.   I will be deleting all these tickets, but I
want the user to begin with Case ID "001".  Any quick idea on
how to do this?

Thanks all.

 

Bola Oyefeso

__20060125___This posting was submitted with HTML in
it___

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<>

Re: Mid-Tier in Load Balancing

[LJ LongWing (Head)]

What load balancer are you using?  What are your session timeouts on session
affinity? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Geoffrey Endresen
Sent: Saturday, November 03, 2007 11:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier in Load Balancing

We use apache. But we were told by support to route all traffic from http to
https using rewrite commands in apache. Then, the ip stickiness on the https
load balancer works. I don't like the solution. But it's the only one we
have working for AR System 6.3 mid-tier

Thanks,
-Geoff

On Nov 2, 2007 10:43 AM, LJ LongWing (Head) <[EMAIL PROTECTED]> wrote:
> Mid-Tier 7.1
> Remedy 6.3 P21
> Tomcat (version?)
>
> Ok...Here is the situation.  We are migrating from a App/Web on same 
> box to a Load Balanced web server with app on separate server (3 boxes in
total).
> They are using IIS Load Balancing with session affinity.  When both 
> boxes are enable in the load balancer people are getting 9201 errors.  
> we have played with the load balancing config and verified that each 
> box individually is functioning properly without error.  The only 
> thing that the Mid-Tier doc says about Load Balancing is to ensure 
> that you have sticky bits turned on.  We are using SSL and the IIS 
> team is saying they can only track SSL sessions but don't know how to 
> associate that with a client session.  We are using OOTB Tomcat that 
> came with the 7.1 Mid-Tier.  Any suggestions of how to troubleshoot this
issue?
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> ARSlist:"Where the Answers Are"
>



--
-Geoff Endresen
Amazon.com


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Re: "Esc" hotkey to close current window

[Joe D'Souza]

Mikhail,

Have you tried creating custom menus for the form on the menu bar?? This
will not exactly give you the ability to create hotkeys using the F control
keys on your keyboard, but would give you the ability to define shortcut
keystrokes to access the custom menus on the form.

If you are not aware how to create these menus and shortcuts to access them,
let me know and I'll give you details.

Cheers

Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Mikhail Kovrizhnykh
Sent: Monday, November 05, 2007 2:05 AM
To: arslist@ARSLIST.ORG
Subject: "Esc" hotkey to close current window


Hi All,

AR System 7.0.1.
Using Remedy User tool 7.0.1.

It is strange, but Remedy have no ability to assign custom hotkeys to define
custom actions...

I need to close the regular form which open in Modify window type by
pressing "Esc" button (like Ctrl+F4).
Is it possible?


Kind regards,
Mikhail Kovrizhnykh
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.15.22/ - Release Date: 11/5/2007
4:36 AM

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Changing Request ID Prefix in Incident

[Kaiser Norm E CIV USAF 96 CS/SCCE]

Hi all:

I asked this last week but got only one reply.  I'm thinking that most
folks were at the RUG, so maybe that's why I got no replies, so I'm
posting again.

I know that you can allegedly change the prefix of an incident Request
ID from "INC" to something else.  Has anyone done this successfully?
Does it have any ramifications on the functionality of the system as a
whole?

Can you have multiple prefixes for incidents? For example, suppose you
have three sites: Site 1, Site 2, and Site 3.  You want tickets for Site
1 to have a prefix of ST1, Site 2 to be ST2, and Site 3 to be ST3.

Is this possible? Any issues with it?

Thanks,

Norm

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Re: Starting a new ID

[Heider, Stephen]

  

Bola,

 

If you know the specific SQL command you can do this in an Active Link.
For example (SQL Server) - 

 

UPDATE ARSchema SET nextId = 1 WHERE [name] = 'HPD:HelpDesk'

 

 

Stephen

Remedy Skilled Professional

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Oyefeso, Bola
Sent: Monday, November 05, 2007 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Starting a new ID

 

Obviously, this has to be done at the database level.  I am not the
database administrator.  Is there a way to do it on my end without
contacting the administrator.

Thanks.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, November 05, 2007 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Starting a new ID

 

Bola,

 

Find out the schema ID of that form, you will be able to find this from
the table arschema.. Corresponding to that row in the arschema table,
modify the nextid value to 1.

 

Also make sure that you have deleted all related tickets in case you
have related information stored in other tables. Reset those ID's as
well.

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Oyefeso, Bola
Sent: Monday, November 05, 2007 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Starting a new ID

** 

Hello everyone,

I created some tickets on a new application that I am
implementing tomorrow.   I will be deleting all these tickets, but I
want the user to begin with Case ID "001".  Any quick idea on
how to do this?

Thanks all.

 

Bola Oyefeso

__20060125___This posting was submitted with HTML in
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HTML in it___

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Re: Starting a new ID

[Joe D'Souza]

Bola,

Build a View form on your AR Server, against the arschema table.. If you are
on Oracle, the table names are case sensitive and will have to be in all
caps.

On this view form, map the name, schemaid and nextid fields on the form.
Make sure you have the name and schemaid fields as non-editable. The nextid
field should be editable.

1) Delete all the entries on the form that you want to reset the nextid.
2) Open the view form you have created and search for the record for that
form by using the name column.
3) Modify the nextid value and save the record.

Note that if you do not delete all the entries in that form, and reset the
nextid value, you risk getting unique index errors.

Warning: Please be careful when you modify anything on the arschema table.
This is a meta table and if working directly on it, you do not want to risk
breaking any internal relationships. When you create a view form to that
table, you basically will have the ability to modify any data, but doing so
you will risk breaking internal relationships if you are not careful. Use
with care...

Cheers

Joe D'Souza
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Oyefeso, Bola
  Sent: Monday, November 05, 2007 11:41 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Starting a new ID


  **
  Obviously, this has to be done at the database level.  I am not the
database administrator.  Is there a way to do it on my end without
contacting the administrator.

  Thanks.





--

  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
  Sent: Monday, November 05, 2007 9:38 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Starting a new ID



  Bola,



  Find out the schema ID of that form, you will be able to find this from
the table arschema.. Corresponding to that row in the arschema table, modify
the nextid value to 1.



  Also make sure that you have deleted all related tickets in case you have
related information stored in other tables. Reset those ID's as well.



  Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Oyefeso, Bola
Sent: Monday, November 05, 2007 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Starting a new ID

**

Hello everyone,

I created some tickets on a new application that I am implementing
tomorrow.   I will be deleting all these tickets, but I want the user to
begin with Case ID “001”.  Any quick idea on how to do this?

Thanks all.



Bola Oyefeso

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.15.22/ - Release Date: 11/5/2007
4:36 AM

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Need to authenticate to consume an external webservice....

[Mark Rushton]

Hi

I need to consume an external webservice via their WSDL.

I can successfully use WGET from the unix server with the following 
config:
http://login:[EMAIL PROTECTED]:port/path/wsdl

BUT this does not work to load the wsdl in the Remedy admin tool. I have 
scoured all the docs, KB article and archives I can find but the only 
option seems to be for the supplier to add the authentication to their 
soap headers... However, this may be after it is actually required, i.e. 
the login is for the server connection on the VPN...

Has anyone got any experience of this type of connection that they can 
share.

Much appreciated.

M

Mark Rushton
IBM Global Services
Remedy Engineering & Development Team
Email: [EMAIL PROTECTED]
Tel: 01962 822863
Mob: 07930 336843







Unless stated otherwise above:
IBM United Kingdom Limited - Registered in England and Wales with number 
741598. 
Registered office: PO Box 41, North Harbour, Portsmouth, Hampshire PO6 3AU






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Re: Starting a new ID

[Reiser, John J]

Bola,
You could export your application and all its workflow to a definition
file.
Then delete the objects in the admin tool and re-import the definition
file.
That will start you from scratch for all things associated with the new
application.
 
There was a definition file that used to be in the Developer community
that showed you the next ID of every Schema and had workflow attached to
a button that would reset the next ID of the selected schema. It used
the Direct SQL action to perform an update on the table that holds the
nextID field for each schema.
It's a powerful tool and should be used with extreme caution. If I can
find a copy of the file I'll send it to you.
 

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



 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Oyefeso, Bola
Sent: Monday, November 05, 2007 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Starting a new ID


** 
  

Obviously, this has to be done at the database level.  I am not the
database administrator.  Is there a way to do it on my end without
contacting the administrator.

Thanks.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, November 05, 2007 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Starting a new ID

 

Bola,

 

Find out the schema ID of that form, you will be able to find this from
the table arschema.. Corresponding to that row in the arschema table,
modify the nextid value to 1.

 

Also make sure that you have deleted all related tickets in case you
have related information stored in other tables. Reset those ID's as
well.

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Oyefeso, Bola
Sent: Monday, November 05, 2007 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Starting a new ID

** 

Hello everyone,

I created some tickets on a new application that I am
implementing tomorrow.   I will be deleting all these tickets, but I
want the user to begin with Case ID "001".  Any quick idea on
how to do this?

Thanks all.

 

Bola Oyefeso

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

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Re: Need to authenticate to consume an external webservice....

[Grooms, Frederick W]

If the problem is only for getting the WSDL you can always save what you
got with wget and pull that file into Remedy.  The Admin tool does not
care wether you get the WSDL from the web or from a file.
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mark Rushton
Sent: Monday, November 05, 2007 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Need to authenticate to consume an external webservice


** 
Hi 

I need to consume an external webservice via their WSDL. 

I can successfully use WGET from the unix server with the following
config: 
http://login:[EMAIL PROTECTED]:port/path/wsdl 

BUT this does not work to load the wsdl in the Remedy admin tool. I have
scoured all the docs, KB article and archives I can find but the only
option seems to be for the supplier to add the authentication to their
soap headers... However, this may be after it is actually required, i.e.
the login is for the server connection on the VPN... 

Has anyone got any experience of this type of connection that they can
share. 

Much appreciated. 

M 

Mark Rushton
IBM Global Services
Remedy Engineering & Development Team
Email: [EMAIL PROTECTED]
Tel: 01962 822863
Mob: 07930 336843



 


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Re: Mid-Tier in Load Balancing

[Hall Chad - chahal]

We've used an F5 BigIP load balancer for two IIS servers for over 4
years without problems. They are currently running Mid Tier 6.3 patch 20
on IIS/ServletExec and are about to be rebuilt for Apache/Tomcat. But
all the load balancing is done through the BigIP, not through IIS. We
have a 60 minute timeout with session affinity (sticky bit) enabled and
balancing based on least connections.

Chad Hall  
(501) 342-2650

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ LongWing (Head)
Sent: Monday, November 05, 2007 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier in Load Balancing

What load balancer are you using?  What are your session timeouts on
session
affinity? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Geoffrey Endresen
Sent: Saturday, November 03, 2007 11:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier in Load Balancing

We use apache. But we were told by support to route all traffic from
http to
https using rewrite commands in apache. Then, the ip stickiness on the
https
load balancer works. I don't like the solution. But it's the only one we
have working for AR System 6.3 mid-tier

Thanks,
-Geoff

On Nov 2, 2007 10:43 AM, LJ LongWing (Head) <[EMAIL PROTECTED]>
wrote:
> Mid-Tier 7.1
> Remedy 6.3 P21
> Tomcat (version?)
>
> Ok...Here is the situation.  We are migrating from a App/Web on same 
> box to a Load Balanced web server with app on separate server (3 boxes
in
total).
> They are using IIS Load Balancing with session affinity.  When both 
> boxes are enable in the load balancer people are getting 9201 errors.

> we have played with the load balancing config and verified that each 
> box individually is functioning properly without error.  The only 
> thing that the Mid-Tier doc says about Load Balancing is to ensure 
> that you have sticky bits turned on.  We are using SSL and the IIS 
> team is saying they can only track SSL sessions but don't know how to 
> associate that with a client session.  We are using OOTB Tomcat that 
> came with the 7.1 Mid-Tier.  Any suggestions of how to troubleshoot
this
issue?
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> ARSlist:"Where the Answers Are"
>



--
-Geoff Endresen
Amazon.com



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***
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
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Re: Starting a new ID (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Hello Bola,

Another way to do this if you are restarting a form is the following:

NOTE: Always try this on a copy of the form first. In other words, TEST
it first!!!

1. Make sure you have a good backup of the system (should be a normal
thing which is done every night)
2. Backup the form and all it's workflow to a .def file (for safety and
reuse)
3. Backup any significant data to a .arx format (Actually, I believe you
can do steps 2 and 3 using XML but I haven't done this so I fall back on
old school)
4. Delete the Form using the Admin tool (Note: this will delete all data
and all the workflow) 
- this also drops it from the arschema table.
5. Reload the .def file (the new Request Id will be reset to 1)
6. Reload the data, but make sure it creates a brand new Request ID (see
mapping controls)
- if you want to retain Request IDs you'll have to do it with
another mapping)

You can also perform the SQL updates provided in previous emails, but
you probably do not have DBA privileges, so the above will work.

Sounds like from you description, you don't need the data. This is very
old school and uses just the ARS system. Too often Remedy Admins fall
back on SQL when you really don't have to go to this level. Just make
sure you do this in a TEST mode first.

Gordon M. Frank
Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Oyefeso, Bola
Sent: Monday, November 05, 2007 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Starting a new ID

** 
 

Hello everyone,

I created some tickets on a new application that I am implementing
tomorrow.   I will be deleting all these tickets, but I want the user to
begin with Case ID "001".  Any quick idea on how to do this?

Thanks all.

 

Bola Oyefeso 

__20060125___This posting was submitted with HTML in
it___ 
Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

The only issue I see it that it may break out-of-the-box. I've never
researched it, but there may be workflow oriented toward the first three
characters of the Request ID. Even so, when ITSM 8.x or any future
releases come out you may have to add this change to your list of
out-of-the-box changes because I'm sure the new release will reset it.
Make sure you start keeping these lists because they will save you
headaches down the road.

Gordon M. Frank
Remedy Skilled Professional
Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, November 05, 2007 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Changing Request ID Prefix in Incident

Hi all:

I asked this last week but got only one reply.  I'm thinking that most
folks were at the RUG, so maybe that's why I got no replies, so I'm
posting again.

I know that you can allegedly change the prefix of an incident Request
ID from "INC" to something else.  Has anyone done this successfully?
Does it have any ramifications on the functionality of the system as a
whole?

Can you have multiple prefixes for incidents? For example, suppose you
have three sites: Site 1, Site 2, and Site 3.  You want tickets for Site
1 to have a prefix of ST1, Site 2 to be ST2, and Site 3 to be ST3.

Is this possible? Any issues with it?

Thanks,

Norm


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Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: Starting a new ID

[Poston, Lynn]

Bola,
 
Go out to the Buoyant site 
http://www.buoyantsolutions.net/Download_Applications.html and download
the zip file adminNextId.zip that David Sanders created.  I use it all
the time when I need to reset request ids and it works great!
 
Thanks,
Lynn




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Oyefeso, Bola
Sent: Monday, November 05, 2007 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Starting a new ID


** 
  

Hello everyone,

I created some tickets on a new application that I am
implementing tomorrow.   I will be deleting all these tickets, but I
want the user to begin with Case ID "001".  Any quick idea on
how to do this?

Thanks all.

 

Bola Oyefeso 

__20060125___This posting was submitted with
HTML in it___ 


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<>

Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

[Kaiser Norm E CIV USAF 96 CS/SCCE]

Well that's really what I'm asking.  Does changing the three letter
prefix break ITSM?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Monday, November 05, 2007 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

The only issue I see it that it may break out-of-the-box. I've never
researched it, but there may be workflow oriented toward the first three
characters of the Request ID. Even so, when ITSM 8.x or any future
releases come out you may have to add this change to your list of
out-of-the-box changes because I'm sure the new release will reset it.
Make sure you start keeping these lists because they will save you
headaches down the road.

Gordon M. Frank
Remedy Skilled Professional
Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, November 05, 2007 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Changing Request ID Prefix in Incident

Hi all:

I asked this last week but got only one reply.  I'm thinking that most
folks were at the RUG, so maybe that's why I got no replies, so I'm
posting again.

I know that you can allegedly change the prefix of an incident Request
ID from "INC" to something else.  Has anyone done this successfully?
Does it have any ramifications on the functionality of the system as a
whole?

Can you have multiple prefixes for incidents? For example, suppose you
have three sites: Site 1, Site 2, and Site 3.  You want tickets for Site
1 to have a prefix of ST1, Site 2 to be ST2, and Site 3 to be ST3.

Is this possible? Any issues with it?

Thanks,

Norm


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Classification:  UNCLASSIFIED 
Caveats: NONE


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Re: Starting a new ID

[Reiser, John J]

That's what I was talking about!  
Thanks Lynn.  I couldn't remember where it came from.
 

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



 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Poston, Lynn
Sent: Monday, November 05, 2007 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Starting a new ID


** 
Bola,
 
Go out to the Buoyant site 
http://www.buoyantsolutions.net/Download_Applications.html and download
the zip file adminNextId.zip that David Sanders created.  I use it all
the time when I need to reset request ids and it works great!
 
Thanks,
Lynn




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Oyefeso, Bola
Sent: Monday, November 05, 2007 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Starting a new ID


** 
  

Hello everyone,

I created some tickets on a new application that I am
implementing tomorrow.   I will be deleting all these tickets, but I
want the user to begin with Case ID "001".  Any quick idea on
how to do this?

Thanks all.

 

Bola Oyefeso 

__20060125___This posting was submitted with
HTML in it___ 

__20060125___This posting was submitted with HTML in
it___ 

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<>

Re: Mid-Tier in Load Balancing

[Howard Richter]

Chad,

We worked for 6 months to get the F5 to work with 7.0 mid-tier and gave up
since our load was not to large.We are using IIS

All I can say is good luck.

Howard


On 11/5/07, Hall Chad - chahal <[EMAIL PROTECTED]> wrote:
>
> We've used an F5 BigIP load balancer for two IIS servers for over 4
> years without problems. They are currently running Mid Tier 6.3 patch 20
> on IIS/ServletExec and are about to be rebuilt for Apache/Tomcat. But
> all the load balancing is done through the BigIP, not through IIS. We
> have a 60 minute timeout with session affinity (sticky bit) enabled and
> balancing based on least connections.
>
> Chad Hall
> (501) 342-2650
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of LJ LongWing (Head)
> Sent: Monday, November 05, 2007 10:40 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Mid-Tier in Load Balancing
>
> What load balancer are you using?  What are your session timeouts on
> session
> affinity?
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Geoffrey Endresen
> Sent: Saturday, November 03, 2007 11:42 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Mid-Tier in Load Balancing
>
> We use apache. But we were told by support to route all traffic from
> http to
> https using rewrite commands in apache. Then, the ip stickiness on the
> https
> load balancer works. I don't like the solution. But it's the only one we
> have working for AR System 6.3 mid-tier
>
> Thanks,
> -Geoff
>
> On Nov 2, 2007 10:43 AM, LJ LongWing (Head) <[EMAIL PROTECTED]>
> wrote:
> > Mid-Tier 7.1
> > Remedy 6.3 P21
> > Tomcat (version?)
> >
> > Ok...Here is the situation.  We are migrating from a App/Web on same
> > box to a Load Balanced web server with app on separate server (3 boxes
> in
> total).
> > They are using IIS Load Balancing with session affinity.  When both
> > boxes are enable in the load balancer people are getting 9201 errors.
>
> > we have played with the load balancing config and verified that each
> > box individually is functioning properly without error.  The only
> > thing that the Mid-Tier doc says about Load Balancing is to ensure
> > that you have sticky bits turned on.  We are using SSL and the IIS
> > team is saying they can only track SSL sessions but don't know how to
> > associate that with a client session.  We are using OOTB Tomcat that
> > came with the 7.1 Mid-Tier.  Any suggestions of how to troubleshoot
> this
> issue?
> >
> > __
> > _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > ARSlist:"Where the Answers Are"
> >
>
>
>
> --
> -Geoff Endresen
> Amazon.com
>
> 
> 
> ___
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>
> 
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>
> ***
> 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.
>
> 
>
>
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-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
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Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

A quick scan of a 7.1 .def file tells me that "INC" only occurs on the
form, so it may be that it doesn't affect workflow. This would make
sense I think. BMC Remedy will still keep it in the next release, so
note it as a customized enhancement.

Gordon M. Frank
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, November 05, 2007 1:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

Well that's really what I'm asking.  Does changing the three letter
prefix break ITSM?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Monday, November 05, 2007 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

The only issue I see it that it may break out-of-the-box. I've never
researched it, but there may be workflow oriented toward the first three
characters of the Request ID. Even so, when ITSM 8.x or any future
releases come out you may have to add this change to your list of
out-of-the-box changes because I'm sure the new release will reset it.
Make sure you start keeping these lists because they will save you
headaches down the road.

Gordon M. Frank
Remedy Skilled Professional
Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, November 05, 2007 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Changing Request ID Prefix in Incident

Hi all:

I asked this last week but got only one reply.  I'm thinking that most
folks were at the RUG, so maybe that's why I got no replies, so I'm
posting again.

I know that you can allegedly change the prefix of an incident Request
ID from "INC" to something else.  Has anyone done this successfully?
Does it have any ramifications on the functionality of the system as a
whole?

Can you have multiple prefixes for incidents? For example, suppose you
have three sites: Site 1, Site 2, and Site 3.  You want tickets for Site
1 to have a prefix of ST1, Site 2 to be ST2, and Site 3 to be ST3.

Is this possible? Any issues with it?

Thanks,

Norm


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Classification:  UNCLASSIFIED
Caveats: NONE


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Re: Mid-Tier in Load Balancing

[LJ LongWing (Head)]

What sort of issues did you experience?

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Monday, November 05, 2007 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier in Load Balancing


** 
Chad,
 
We worked for 6 months to get the F5 to work with 7.0 mid-tier and gave up
since our load was not to large.We are using IIS
 
All I can say is good luck.
 
Howard

 
On 11/5/07, Hall Chad - chahal <[EMAIL PROTECTED]> wrote: 

We've used an F5 BigIP load balancer for two IIS servers for over 4
years without problems. They are currently running Mid Tier 6.3 patch 20
on IIS/ServletExec and are about to be rebuilt for Apache/Tomcat. But
all the load balancing is done through the BigIP, not through IIS. We
have a 60 minute timeout with session affinity (sticky bit) enabled and 
balancing based on least connections.

Chad Hall
(501) 342-2650

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG   ] On Behalf Of LJ
LongWing (Head)
Sent: Monday, November 05, 2007 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier in Load Balancing

What load balancer are you using?  What are your session timeouts on 
session
affinity?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Geoffrey Endresen
Sent: Saturday, November 03, 2007 11:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier in Load Balancing

We use apache. But we were told by support to route all traffic from 
http to
https using rewrite commands in apache. Then, the ip stickiness on the
https
load balancer works. I don't like the solution. But it's the only one we
have working for AR System 6.3 mid-tier 

Thanks,
-Geoff

On Nov 2, 2007 10:43 AM, LJ LongWing (Head) <[EMAIL PROTECTED]>
wrote:
> Mid-Tier 7.1
> Remedy 6.3 P21
> Tomcat (version?) 
>
> Ok...Here is the situation.  We are migrating from a App/Web on same
> box to a Load Balanced web server with app on separate server (3 boxes
in
total).
> They are using IIS Load Balancing with session affinity.  When both 
> boxes are enable in the load balancer people are getting 9201 errors.

> we have played with the load balancing config and verified that each
> box individually is functioning properly without error.  The only 
> thing that the Mid-Tier doc says about Load Balancing is to ensure
> that you have sticky bits turned on.  We are using SSL and the IIS
> team is saying they can only track SSL sessions but don't know how to 
> associate that with a client session.  We are using OOTB Tomcat that
> came with the 7.1 Mid-Tier.  Any suggestions of how to troubleshoot
this
issue?
>
> __ 
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> ARSlist:"Where the Answers Are"
>



--
-Geoff Endresen
Amazon.com



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*** 
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
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-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]   
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward
__20060125___This posting was submitted with HTML in
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Re: Mid-Tier in Load Balancing

[Hall Chad - chahal]

We've been testing 7.0.1 with Apache/Tomcat for the last 3 months
without any load balancing issues. We're moving it to production very
soon.

 

Chad Hall  
(501) 342-2650



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Monday, November 05, 2007 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier in Load Balancing

 

** 

Chad,

 

We worked for 6 months to get the F5 to work with 7.0 mid-tier and gave
up since our load was not to large.We are using IIS

 

All I can say is good luck.

 

Howard

 

On 11/5/07, Hall Chad - chahal <[EMAIL PROTECTED]> wrote: 

We've used an F5 BigIP load balancer for two IIS servers for over 4
years without problems. They are currently running Mid Tier 6.3 patch 20
on IIS/ServletExec and are about to be rebuilt for Apache/Tomcat. But
all the load balancing is done through the BigIP, not through IIS. We
have a 60 minute timeout with session affinity (sticky bit) enabled and 
balancing based on least connections.

Chad Hall
(501) 342-2650

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG ] On Behalf Of LJ LongWing (Head)
Sent: Monday, November 05, 2007 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier in Load Balancing

What load balancer are you using?  What are your session timeouts on 
session
affinity?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Geoffrey Endresen
Sent: Saturday, November 03, 2007 11:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier in Load Balancing

We use apache. But we were told by support to route all traffic from 
http to
https using rewrite commands in apache. Then, the ip stickiness on the
https
load balancer works. I don't like the solution. But it's the only one we
have working for AR System 6.3 mid-tier 

Thanks,
-Geoff

On Nov 2, 2007 10:43 AM, LJ LongWing (Head) <[EMAIL PROTECTED]>
wrote:
> Mid-Tier 7.1
> Remedy 6.3 P21
> Tomcat (version?) 
>
> Ok...Here is the situation.  We are migrating from a App/Web on same
> box to a Load Balanced web server with app on separate server (3 boxes
in
total).
> They are using IIS Load Balancing with session affinity.  When both 
> boxes are enable in the load balancer people are getting 9201 errors.

> we have played with the load balancing config and verified that each
> box individually is functioning properly without error.  The only 
> thing that the Mid-Tier doc says about Load Balancing is to ensure
> that you have sticky bits turned on.  We are using SSL and the IIS
> team is saying they can only track SSL sessions but don't know how to 
> associate that with a client session.  We are using OOTB Tomcat that
> came with the 7.1 Mid-Tier.  Any suggestions of how to troubleshoot
this
issue?
>
> __

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



--
-Geoff Endresen
Amazon.com



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*** 
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.

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-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED] 
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward
__20060125___This posting was submitted with HTML in
it___ 


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Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

[strauss]

Make sure that you have checked out the Incident Number generation
processes (HPD:INC:GIN_ workflow) that are called from both the HPD:Help
Desk form and the HPD:IncidentInterface_Create form. The latter is used
by all integrations to include Incident creation by the CAI Plugin for
the Requester Console/SRM.  I would expect that the prefix is actually
set there, at the time of generation.

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

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
> Sent: Monday, November 05, 2007 1:21 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)
> 
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
> A quick scan of a 7.1 .def file tells me that "INC" only 
> occurs on the form, so it may be that it doesn't affect 
> workflow. This would make sense I think. BMC Remedy will 
> still keep it in the next release, so note it as a customized 
> enhancement.
> 
> Gordon M. Frank
> DISA\Verizon FNS
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV 
> USAF 96 CS/SCCE
> Sent: Monday, November 05, 2007 1:12 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)
> 
> Well that's really what I'm asking.  Does changing the three 
> letter prefix break ITSM?
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
> Sent: Monday, November 05, 2007 11:39 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)
> 
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
> The only issue I see it that it may break out-of-the-box. 
> I've never researched it, but there may be workflow oriented 
> toward the first three characters of the Request ID. Even so, 
> when ITSM 8.x or any future releases come out you may have to 
> add this change to your list of out-of-the-box changes 
> because I'm sure the new release will reset it.
> Make sure you start keeping these lists because they will 
> save you headaches down the road.
> 
> Gordon M. Frank
> Remedy Skilled Professional
> Verizon FNS
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV 
> USAF 96 CS/SCCE
> Sent: Monday, November 05, 2007 11:46 AM
> To: arslist@ARSLIST.ORG
> Subject: Changing Request ID Prefix in Incident
> 
> Hi all:
> 
> I asked this last week but got only one reply.  I'm thinking 
> that most folks were at the RUG, so maybe that's why I got no 
> replies, so I'm posting again.
> 
> I know that you can allegedly change the prefix of an 
> incident Request ID from "INC" to something else.  Has anyone 
> done this successfully?
> Does it have any ramifications on the functionality of the 
> system as a whole?
> 
> Can you have multiple prefixes for incidents? For example, 
> suppose you have three sites: Site 1, Site 2, and Site 3.  
> You want tickets for Site
> 1 to have a prefix of ST1, Site 2 to be ST2, and Site 3 to be ST3.
> 
> Is this possible? Any issues with it?
> 
> Thanks,
> 
> Norm
> 
> __
> __
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum
> Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
> __
> __
> ___
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> 
> __
> __
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> 
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Re: Mid-Tier in Load Balancing

[Howard Richter]

In our case you had the f5 and then pointing to boxa and boxb. If the F5 was
in use you would connect to boxa, but you could not log in. This was the
same if for some reason you went to boxb. But if only boxa (or boxb) were on
line everything worked.

Our network team tried everyting and BMC was of no help.

I could try and find some of the e-mails, but we gave up about 4 months ago.

Howard


On 11/5/07, LJ LongWing (Head) <[EMAIL PROTECTED]> wrote:
>
> ** What sort of issues did you experience?
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Howard Richter
> *Sent:* Monday, November 05, 2007 11:56 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Mid-Tier in Load Balancing
>
>
> ** Chad,
>
> We worked for 6 months to get the F5 to work with 7.0 mid-tier and gave up
> since our load was not to large.We are using IIS
>
> All I can say is good luck.
>
> Howard
>
>
> On 11/5/07, Hall Chad - chahal <[EMAIL PROTECTED]> wrote:
> >
> > We've used an F5 BigIP load balancer for two IIS servers for over 4
> > years without problems. They are currently running Mid Tier 6.3 patch 20
> > on IIS/ServletExec and are about to be rebuilt for Apache/Tomcat. But
> > all the load balancing is done through the BigIP, not through IIS. We
> > have a 60 minute timeout with session affinity (sticky bit) enabled and
> > balancing based on least connections.
> >
> > Chad Hall
> > (501) 342-2650
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG ] On Behalf Of LJ LongWing (Head)
> > Sent: Monday, November 05, 2007 10:40 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Mid-Tier in Load Balancing
> >
> > What load balancer are you using?  What are your session timeouts on
> > session
> > affinity?
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Geoffrey Endresen
> > Sent: Saturday, November 03, 2007 11:42 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Mid-Tier in Load Balancing
> >
> > We use apache. But we were told by support to route all traffic from
> > http to
> > https using rewrite commands in apache. Then, the ip stickiness on the
> > https
> > load balancer works. I don't like the solution. But it's the only one we
> > have working for AR System 6.3 mid-tier
> >
> > Thanks,
> > -Geoff
> >
> > On Nov 2, 2007 10:43 AM, LJ LongWing (Head) <[EMAIL PROTECTED]>
> > wrote:
> > > Mid-Tier 7.1
> > > Remedy 6.3 P21
> > > Tomcat (version?)
> > >
> > > Ok...Here is the situation.  We are migrating from a App/Web on same
> > > box to a Load Balanced web server with app on separate server (3 boxes
> > in
> > total).
> > > They are using IIS Load Balancing with session affinity.  When both
> > > boxes are enable in the load balancer people are getting 9201 errors.
> >
> > > we have played with the load balancing config and verified that each
> > > box individually is functioning properly without error.  The only
> > > thing that the Mid-Tier doc says about Load Balancing is to ensure
> > > that you have sticky bits turned on.  We are using SSL and the IIS
> > > team is saying they can only track SSL sessions but don't know how to
> > > associate that with a client session.  We are using OOTB Tomcat that
> > > came with the 7.1 Mid-Tier.  Any suggestions of how to troubleshoot
> > this
> > issue?
> > >
> > > __
> >
> > > _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > > ARSlist:"Where the Answers Are"
> > >
> >
> >
> >
> > --
> > -Geoff Endresen
> > Amazon.com 
> >
> > 
> > 
> > ___
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> > Sponsor:
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> >
> > 
> > ___
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> > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > ***
> >
> > 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.
> >
> > 
> >
> > ___

Re: Mid-Tier in Load Balancing

[Hall Chad - chahal]

None really. Just make sure the sticky bit is enabled and that you use a
least connections method of balancing. Also make sure the session
timeout isn't smaller than your Mid Tier timeout.

 

There are some occasional issues with the AR Server not allowing a user
to login because they're already logged in from another machine. This
seems to happen if a user connects through Mid Tier and gets routed to
server A, then closes the browser without logging off (or they can even
try to logoff but Mid Tier doesn't actually log them off). If they then
try it again within 15 minutes and the load balancer (seeing a brand new
connection) routes them to server B, then AR Server will prevent the
login because it thinks they're still logged in from server A. We don't
have too many issues with this, but then most of our users are on Remedy
User. Sometimes when the issue happens a lot we reboot the web servers
and it seems to correct itself. I'm hoping this is handled better in
7.1.

 

Chad Hall  
(501) 342-2650



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ LongWing (Head)
Sent: Monday, November 05, 2007 1:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier in Load Balancing

 

What sort of issues did you experience?

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Monday, November 05, 2007 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier in Load Balancing

** 

Chad,

 

We worked for 6 months to get the F5 to work with 7.0 mid-tier and gave
up since our load was not to large.We are using IIS

 

All I can say is good luck.

 

Howard

 

On 11/5/07, Hall Chad - chahal <[EMAIL PROTECTED]> wrote: 

We've used an F5 BigIP load balancer for two IIS servers for over 4
years without problems. They are currently running Mid Tier 6.3 patch 20
on IIS/ServletExec and are about to be rebuilt for Apache/Tomcat. But
all the load balancing is done through the BigIP, not through IIS. We
have a 60 minute timeout with session affinity (sticky bit) enabled and 
balancing based on least connections.

Chad Hall
(501) 342-2650

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG ] On Behalf Of LJ LongWing (Head)
Sent: Monday, November 05, 2007 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier in Load Balancing

What load balancer are you using?  What are your session timeouts on 
session
affinity?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Geoffrey Endresen
Sent: Saturday, November 03, 2007 11:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier in Load Balancing

We use apache. But we were told by support to route all traffic from 
http to
https using rewrite commands in apache. Then, the ip stickiness on the
https
load balancer works. I don't like the solution. But it's the only one we
have working for AR System 6.3 mid-tier 

Thanks,
-Geoff

On Nov 2, 2007 10:43 AM, LJ LongWing (Head) <[EMAIL PROTECTED]>
wrote:
> Mid-Tier 7.1
> Remedy 6.3 P21
> Tomcat (version?) 
>
> Ok...Here is the situation.  We are migrating from a App/Web on same
> box to a Load Balanced web server with app on separate server (3 boxes
in
total).
> They are using IIS Load Balancing with session affinity.  When both 
> boxes are enable in the load balancer people are getting 9201 errors.

> we have played with the load balancing config and verified that each
> box individually is functioning properly without error.  The only 
> thing that the Mid-Tier doc says about Load Balancing is to ensure
> that you have sticky bits turned on.  We are using SSL and the IIS
> team is saying they can only track SSL sessions but don't know how to 
> associate that with a client session.  We are using OOTB Tomcat that
> came with the 7.1 Mid-Tier.  Any suggestions of how to troubleshoot
this
issue?
>
> __

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*** 
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If the reader of this message is not the intended recipient, you are 
hereby notified that any dissemination, 

Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

[Kaiser Norm E CIV USAF 96 CS/SCCE]

I know it's supposed to be configurable, as you indicate.  My question
is, has anyone done it? And does doing it break anything? I understand
that if it's configurable you would expect that it *shouldn't* break
anything, but the key word is "shouldn't."

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Monday, November 05, 2007 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

Make sure that you have checked out the Incident Number generation
processes (HPD:INC:GIN_ workflow) that are called from both the HPD:Help
Desk form and the HPD:IncidentInterface_Create form. The latter is used
by all integrations to include Incident creation by the CAI Plugin for
the Requester Console/SRM.  I would expect that the prefix is actually
set there, at the time of generation.

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

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
> Sent: Monday, November 05, 2007 1:21 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)
> 
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
> A quick scan of a 7.1 .def file tells me that "INC" only 
> occurs on the form, so it may be that it doesn't affect 
> workflow. This would make sense I think. BMC Remedy will 
> still keep it in the next release, so note it as a customized 
> enhancement.
> 
> Gordon M. Frank
> DISA\Verizon FNS
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV 
> USAF 96 CS/SCCE
> Sent: Monday, November 05, 2007 1:12 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)
> 
> Well that's really what I'm asking.  Does changing the three 
> letter prefix break ITSM?
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
> Sent: Monday, November 05, 2007 11:39 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)
> 
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
> The only issue I see it that it may break out-of-the-box. 
> I've never researched it, but there may be workflow oriented 
> toward the first three characters of the Request ID. Even so, 
> when ITSM 8.x or any future releases come out you may have to 
> add this change to your list of out-of-the-box changes 
> because I'm sure the new release will reset it.
> Make sure you start keeping these lists because they will 
> save you headaches down the road.
> 
> Gordon M. Frank
> Remedy Skilled Professional
> Verizon FNS
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV 
> USAF 96 CS/SCCE
> Sent: Monday, November 05, 2007 11:46 AM
> To: arslist@ARSLIST.ORG
> Subject: Changing Request ID Prefix in Incident
> 
> Hi all:
> 
> I asked this last week but got only one reply.  I'm thinking 
> that most folks were at the RUG, so maybe that's why I got no 
> replies, so I'm posting again.
> 
> I know that you can allegedly change the prefix of an 
> incident Request ID from "INC" to something else.  Has anyone 
> done this successfully?
> Does it have any ramifications on the functionality of the 
> system as a whole?
> 
> Can you have multiple prefixes for incidents? For example, 
> suppose you have three sites: Site 1, Site 2, and Site 3.  
> You want tickets for Site
> 1 to have a prefix of ST1, Site 2 to be ST2, and Site 3 to be ST3.
> 
> Is this possible? Any issues with it?
> 
> Thanks,
> 
> Norm
> 
> __
> __
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum
> Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
> __
> __
> ___
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> Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> 
> __
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> 
> __
> _
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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> 
> 

Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

I agree. 

This should not break anything if the spirit of ARS and ITSM are left
intact. Someone probably has to scan all the workflow. Chris Strauss
brought out some places to look, but we won't get a warm fuzzy until
someone tries it. People probably won't try it because it breaks the
out-of-the-box. 

Doug are you listening???

Gordon M. Frank
DISA\Verizon FNS 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, November 05, 2007 2:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

I know it's supposed to be configurable, as you indicate.  My question
is, has anyone done it? And does doing it break anything? I understand
that if it's configurable you would expect that it *shouldn't* break
anything, but the key word is "shouldn't."

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Monday, November 05, 2007 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

Make sure that you have checked out the Incident Number generation
processes (HPD:INC:GIN_ workflow) that are called from both the HPD:Help
Desk form and the HPD:IncidentInterface_Create form. The latter is used
by all integrations to include Incident creation by the CAI Plugin for
the Requester Console/SRM.  I would expect that the prefix is actually
set there, at the time of generation.

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

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
> Sent: Monday, November 05, 2007 1:21 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)
> 
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
> A quick scan of a 7.1 .def file tells me that "INC" only occurs on the

> form, so it may be that it doesn't affect workflow. This would make 
> sense I think. BMC Remedy will still keep it in the next release, so 
> note it as a customized enhancement.
> 
> Gordon M. Frank
> DISA\Verizon FNS
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 
> CS/SCCE
> Sent: Monday, November 05, 2007 1:12 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)
> 
> Well that's really what I'm asking.  Does changing the three letter 
> prefix break ITSM?
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
> Sent: Monday, November 05, 2007 11:39 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)
> 
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
> The only issue I see it that it may break out-of-the-box. 
> I've never researched it, but there may be workflow oriented toward 
> the first three characters of the Request ID. Even so, when ITSM 8.x 
> or any future releases come out you may have to add this change to 
> your list of out-of-the-box changes because I'm sure the new release 
> will reset it.
> Make sure you start keeping these lists because they will save you 
> headaches down the road.
> 
> Gordon M. Frank
> Remedy Skilled Professional
> Verizon FNS
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 
> CS/SCCE
> Sent: Monday, November 05, 2007 11:46 AM
> To: arslist@ARSLIST.ORG
> Subject: Changing Request ID Prefix in Incident
> 
> Hi all:
> 
> I asked this last week but got only one reply.  I'm thinking that most

> folks were at the RUG, so maybe that's why I got no replies, so I'm 
> posting again.
> 
> I know that you can allegedly change the prefix of an incident Request

> ID from "INC" to something else.  Has anyone done this successfully?
> Does it have any ramifications on the functionality of the system as a

> whole?
> 
> Can you have multiple prefixes for incidents? For example, suppose you

> have three sites: Site 1, Site 2, and Site 3.
> You want tickets for Site
> 1 to have a prefix of ST1, Site 2 to be ST2, and Site 3 to be ST3.
> 
> Is this possible? Any issues with it?
> 
> Thanks,
> 
> Norm
> 
> __
> __
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum
> Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
> __
> __
> ___
> UNSUBSCRIBE 

Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

[Kaiser Norm E CIV USAF 96 CS/SCCE]

That's the $64,000 question: *Does* it break the out-of-the-box?!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Monday, November 05, 2007 2:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

I agree. 

This should not break anything if the spirit of ARS and ITSM are left
intact. Someone probably has to scan all the workflow. Chris Strauss
brought out some places to look, but we won't get a warm fuzzy until
someone tries it. People probably won't try it because it breaks the
out-of-the-box. 

Doug are you listening???

Gordon M. Frank
DISA\Verizon FNS 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, November 05, 2007 2:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

I know it's supposed to be configurable, as you indicate.  My question
is, has anyone done it? And does doing it break anything? I understand
that if it's configurable you would expect that it *shouldn't* break
anything, but the key word is "shouldn't."

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Monday, November 05, 2007 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

Make sure that you have checked out the Incident Number generation
processes (HPD:INC:GIN_ workflow) that are called from both the HPD:Help
Desk form and the HPD:IncidentInterface_Create form. The latter is used
by all integrations to include Incident creation by the CAI Plugin for
the Requester Console/SRM.  I would expect that the prefix is actually
set there, at the time of generation.

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

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
> Sent: Monday, November 05, 2007 1:21 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)
> 
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
> A quick scan of a 7.1 .def file tells me that "INC" only occurs on the

> form, so it may be that it doesn't affect workflow. This would make 
> sense I think. BMC Remedy will still keep it in the next release, so 
> note it as a customized enhancement.
> 
> Gordon M. Frank
> DISA\Verizon FNS
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 
> CS/SCCE
> Sent: Monday, November 05, 2007 1:12 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)
> 
> Well that's really what I'm asking.  Does changing the three letter 
> prefix break ITSM?
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
> Sent: Monday, November 05, 2007 11:39 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)
> 
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
> The only issue I see it that it may break out-of-the-box. 
> I've never researched it, but there may be workflow oriented toward 
> the first three characters of the Request ID. Even so, when ITSM 8.x 
> or any future releases come out you may have to add this change to 
> your list of out-of-the-box changes because I'm sure the new release 
> will reset it.
> Make sure you start keeping these lists because they will save you 
> headaches down the road.
> 
> Gordon M. Frank
> Remedy Skilled Professional
> Verizon FNS
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 
> CS/SCCE
> Sent: Monday, November 05, 2007 11:46 AM
> To: arslist@ARSLIST.ORG
> Subject: Changing Request ID Prefix in Incident
> 
> Hi all:
> 
> I asked this last week but got only one reply.  I'm thinking that most

> folks were at the RUG, so maybe that's why I got no replies, so I'm 
> posting again.
> 
> I know that you can allegedly change the prefix of an incident Request

> ID from "INC" to something else.  Has anyone done this successfully?
> Does it have any ramifications on the functionality of the system as a

> whole?
> 
> Can you have multiple prefixes for incidents? For example, suppose you

> have three sites: Site 1, Site 2, and Site 3.
> You want tickets for Site
> 1 to have a prefix of ST1, Site 2 to be ST2, and Site 3 to be ST3.
> 
> Is this possible? Any issues with it?
> 
> Thanks,
> 
> Norm
> 
> 

Re: Starting a new ID

[Oyefeso, Bola]

Thanks to all of you.  This works. 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Poston, Lynn
Sent: Monday, November 05, 2007 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Starting a new ID


** 
Bola,
 
Go out to the Buoyant site 
http://www.buoyantsolutions.net/Download_Applications.html and download the zip 
file adminNextId.zip that David Sanders created.  I use it all the time when I 
need to reset request ids and it works great!
 
Thanks,
Lynn


  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Oyefeso, Bola
Sent: Monday, November 05, 2007 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Starting a new ID


** 
 

Hello everyone,

I created some tickets on a new application that I am implementing tomorrow.   
I will be deleting all these tickets, but I want the user to begin with Case ID 
"001".  Any quick idea on how to do this?

Thanks all.

 

Bola Oyefeso 

__20060125___This posting was submitted with HTML in it___ 

__20060125___This posting was submitted with HTML in it___ 


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<>

Crystal report error on Mid-Tier

[Dwayne Martin]

Hello everyone,

We have a Crystal Report stored in Report form, launched by an active link.

It displays find in the User tool, but on Mid-Tier we get:

--
Error encountered by Crystal PageServer

The error message returned is:
Error in formula . '{IT_Resource.Associated PIQ/Request} = {?Pm-IT_PIQ.PIQ_ID}' 
This field name is not known.. File ITPIQ3.rpt. [On Cache/Page Server: 
REMEDY.pageserver]
--

I rebuilt the sub-report from scratch, but still get the same error.

Other Crystal Reports display OK on Mid-Tier.

Any ideas?

(Mid-Tier 6.3, ARS 7.1, RH Linux server, Oracle 9.2 db)

Dwayne Martin
James Madison University

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BUW 2007 Slides

[Jon Chau]

Was there a URL provided in the packet to download the slides like in 06?  I
can't locate it in the packet I received during registration, but then again
I left it at home and can't check it now.

Thanks,
Jon

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Disaster Recovery via Oracle Dataguard Standby & Remedy ARS

[Marino, Melanie A]

Hello,
 
Does anyone currently do Disaster Recover with Remedy ARS on Unix using
the Oracle Dataguard Standby solution?
We are able to replicate all our DB changes to a offsite server using
this solution but don't have a solution for maintaining any unix file
changes.
Does anyone currently have a solution for this?  Unix files may change
when creating ARS web pages or updating server information.
We want to make sure everything on the primary and disaster recovery
instance maintain in-sync.
 
Thanks in advance for your advise,
 
Melanie Marino
KPMG LLP
[EMAIL PROTECTED]



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It is intended solely for the addressee. Access to this email by anyone else is
unauthorized. If you are not the intended recipient, any disclosure, copying,
distribution or any action taken or omitted to be taken in reliance on it, is
prohibited and may be unlawful. When addressed to our clients any opinions or
advice contained in this email are subject to the terms and conditions
expressed in the governing KPMG client engagement letter.
***




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Re: BUW 2007 Slides

[Axton]

I would hope to see them on BMCDN some time soon :)  David?

Axton Grams

On Nov 5, 2007 4:52 PM, Jon Chau <[EMAIL PROTECTED]> wrote:
> ** Was there a URL provided in the packet to download the slides like in 06?
> I can't locate it in the packet I received during registration, but then
> again I left it at home and can't check it now.
>
> Thanks,
>  Jon
>  __20060125___This posting was submitted with HTML in
> it___

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Re: BUW 2007 Slides

[bullcreek.com]

Use this URL to login:

http://bmcuserworld.com/scheduler/login.jsp

or go to this URL and select the "Log in Now" link (in red under BMC USERWORLD 
TODAY":
http://www.bmc.com/userworld/vancouver/index.html

Once in, look to the left under "Session Catalog".  Download from there...

HTH

Phil Bautista
President / CEO
Bull Creek Data Corporation
www.bullcreek.com
Remedy Approved Consultant (RAC)
512-731-0304
-Original message-
From: Jon Chau [EMAIL PROTECTED]
Date: Mon,  5 Nov 2007 16:52:38 -0500
To: arslist@ARSLIST.ORG
Subject: BUW 2007 Slides

> Was there a URL provided in the packet to download the slides like in 06?  I
> can't locate it in the packet I received during registration, but then again
> I left it at home and can't check it now.
> 
> Thanks,
> Jon
> 
> ___
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> 

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Re: BUW 2007 Slides

[Jon Chau]

Thanks Phil!!

On 11/5/07, bullcreek.com <[EMAIL PROTECTED]> wrote:
>
> Use this URL to login:
>
> http://bmcuserworld.com/scheduler/login.jsp
>
> or go to this URL and select the "Log in Now" link (in red under BMC
> USERWORLD TODAY":
> http://www.bmc.com/userworld/vancouver/index.html
>
> Once in, look to the left under "Session Catalog".  Download from there...
>
> HTH
>
> Phil Bautista
> President / CEO
> Bull Creek Data Corporation
> www.bullcreek.com
> Remedy Approved Consultant (RAC)
> 512-731-0304
> -Original message-
> From: Jon Chau [EMAIL PROTECTED]
> Date: Mon,  5 Nov 2007 16:52:38 -0500
> To: arslist@ARSLIST.ORG
> Subject: BUW 2007 Slides
>
> > Was there a URL provided in the packet to download the slides like in
> 06?  I
> > can't locate it in the packet I received during registration, but then
> again
> > I left it at home and can't check it now.
> >
> > Thanks,
> > Jon
> >
> >
> ___
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> > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> >
>
>
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BUW 2007 Podcasts

[bullcreek.com]

http://talk.bmc.com/podcasts/podcast-uw2007vancouver/

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Re: Possible DST Issue

[Michelle L]

Hi, Stephen:

I did find a bug ID for the issue you addressed below.  It is allegedly 
fixed in Mid-Tier 7.0.1 Patch 004.
SW00266823 Certain dates, such as 11/01/2007, are corrupted on the Mid 
Tier.
Thanks,
Michelle




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

11/02/2007 09:19 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Possible DST Issue






** 
Michelle,
 
I am not aware of any bug defect with this.  Since this ?bug? will go away 
in 3 days anyways I hadn?t planned on submitting a bug report.
 
BTW, because of the nature of dates and time changes, moving forward I 
plan to always set dates to character fields before sending to SQL.  This 
way, it shouldn?t matter when the time changes. 
 
BTW #2, I recently read somewhere online that the Act that changed DST 
time in the US has a clause that allows Congress to revert back to the 
original DST time if they want to.  When/if that happens then ARS, Java, 
OS?s and other programs will need to be modified once again.  T-Shirt 
idea:  Just say ?No? to Daylight Saving Time
 
Stephen
Remedy Skilled Professional
 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Michelle L
Sent: Friday, November 02, 2007 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Possible DST Issue
 
** 
Hi, Stephen: 

Thank you for the workaround and passing this along to the masses.  Is 
there already a defect id for this? 

Thanks, 
Michelle 


"Heider, Stephen" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 
 
11/02/2007 07:37 AM 


Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG 
cc
 
Subject
Re: Possible DST Issue
 


 
 




** 
Just wanted to pass this along? 
  
ARS 6.3 p22 (server, mid-tier, user tool),  SQL Server 2000 (all patches), 
Windows Server 2003 (all patches). 
  
When passing a date in a date field within an active link to a Set Fields 
SQL User Defined Function Remedy changes the date to the previous day. 
This only occurs for dates starting this last Sunday through this coming 
Sunday. 
  
The work-around is to set the date field to a tmp character field first, 
then pass the tmp character field to the SQL user defined function. 
  
HTH 
  
Stephen 
Remedy Skilled Professional 
  
 


From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Thursday, November 01, 2007 5:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Possible DST Issue 
  
Wow! That's weird. Does that happen from the native client too? 
  
Just for information purposes - what if you save it on the mid tier and 
then view the record from the mid-tier? What is the date displayed as? 
Also if you save from the native client does it display it correctly on 
the mid-tier? 
  
Joe 
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] Behalf Of Suwanski, Ron
Sent: Thursday, November 01, 2007 4:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Possible DST Issue 
** 
Yes I saw it too.. but it was only for 11/1/2007.  If you try 11/2/2007 it 
is fine.. 
 
 


From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso
Sent: Thursday, November 01, 2007 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Possible DST Issue 
** ARS 6.3 p20 Solairs\Sybase
MidTier p20 Apache\TomCat
TZ:EST

Have a form with a date (not date time) field. User enters the date 
11/01/2007. When they save the record the MidTier is changing the date to 
10/31/2007. I was not able to find any way of setting 11/1/2007 in that 
field. Also, if I enter the date as "11/1/2007 4:00:00 PM" it puts 
11/0/2007 as the date. 

Anybody else seeing this scenario?

Thank you

Frank 
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ARERR [102] Name parameter... is empty; field 'SLMLookupTblKeyword' on HPD:Help Desk

[Rabi Tripathi]

The short question is: has anybody had issue with SLMLookupTblKeyword field on 
HPD:Help Desk records on IM 7 being blank, regularly causing the following 
error in arerror.log?

ARERR [102] Name parameter (or name field in a parameter) is empty : 300427600

This is the long story:
After seeing the errors, I did some digging in and it turns out that...
system (ITSM 7) is having trouble deleting records on SYS:Action form...related 
to HPD:Help Desk record's SLM stuff.
On manually trying to remove the offending record on SYS:Action, I get the same 
error.

Because filter INT:HPDSLM:INC:SLMSetTarget_7 encounters some issue.
Because it references the top table on SLM tab, CurrentSLAs_tbl, and this 
table's source form name is supposed to be held in field SLMLookupTblKeyword, 
which is a real field, not a display only one, 
...but this record (and many others) have this field empty. 

On further digging in (by this time I am at a dark and uncomfortable depth), it 
turns out that most HPD:Help Desk records have value "SLM:Measurement" in this 
field, the right source form of this table, but many records have this field 
blank.

I did some more digging in and it turns out the only workflow setting this 
field (at least the only ones on HPD:HelpDesk form) are some active links such 
as "HPD:INC:SchemaNameLookup_10_NoSLM", and they set the field to 
"SYS:SLM:Measurement_Clone". 
It **looks like** when there is no SLA attached, this "clone" form is used as 
source. And this form is just a trick to improve performance by avoiding 
unnecessary search on SLM:Measurement, because the "clone" form seems to never 
have records. My interpretation.

Now the question for me is why do many HPD:Help Desk records have field 
SLMLookupTblKeyword blank. Related question, what's setting it, in the first 
place? I'm guessing SLM code, but where, how and why is it shirking its duty on 
some records? 

And a bonus question, what are those clown active links doing? They seem to be 
good for nothing...other than upping the total number of active links in ITSM 7.

Ah...answered my own question before hitting send...turns out all the 
HPD:HelpDesk records with this issue were  created not by people, but came in 
thru the form HPD:HelpDesk_Interface_submit (incoming email, web services etc). 
They should have rememberd to have the code on this intermediate form set 
SLMLookupTblKeyword field, but they didn't, so I get to do the honor. I will 
set it to...I don't know if I should set it to "SLM:Measurement" or 
"SLM:Measurement_Clone". Bummer. It's late so I'm tossing a coin and then going 
home.

TIA.

ps: It took a while to type this, so I'm sending this instead of discarding 
it...hopefully will help somebody some day



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Re: RUG update

[Easter, David]

> And it will backwards compatible to version 6.3!

However, keep in mind that based on the BMC Support Policy, AR System 6.3 
becomes unsupported with the release of AR System 7.5.00.  Thus, while it is 
expected that the Dev Studio will work against a 6.3 server, it will only be 
officially supported back to the 7.0.01 server.

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.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Jarl Grøneng
Sent: Friday, November 02, 2007 4:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: RUG update

And it will backwards compatible to version 6.3!

About beta, read the posting from David Easter...

--
Jarl



On 11/3/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> Maybe BMC Remedy AR System Developer Studio :-) Ok somehow that got longer..
>
> I can't wait to see the new tool.. Was there any buzz about conducting 
> a pre release beta test by distributing the software to existing users?
>
>
> Joe D'Souza
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] Behalf Of Jarl Grøneng
> Sent: Friday, November 02, 2007 6:26 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: RUG update
>
>
> I'm quite sure the name of the product on the arslist will be 
> developer studio(or admin tool), and not this long name, BMC 
> Remedy AR System Developer Studio
>
> --
> Jarl
>
> On 11/2/07, Easter, David <[EMAIL PROTECTED]> wrote:
> > It is part of the AR System, so it is the BMC Remedy AR System 
> > Developer
> Studio.  There are other products at BMC (for example the RunBook 
> Automation
> product) that have their own Developer Studios.
> >
> > It is not a separate product and will be included when AR System 
> > 7.5.00 is
> released.  Current estimated release timeframe for AR System 7.5.00 is 
> mid-2008.  It is expected that there will be a beta for AR System, 
> similar to the 7.0.00 beta, that will begin 2-3 months before release.  
> The specifics of how the beta will be administered have not yet been 
> decided and more information will become available closer to release.
> >
> > 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) on behalf of 
> > patrick
> zandi
> > Sent: Fri 11/2/2007 12:11 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: RUG update
> >
> >
> > ** Tell me the name again Jarl, AR Developer Studio or just 
> > Developer
> Studio?
> >
> >
> > On 11/2/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
> >
> > Actually there is no Administrator tool in 7.5 release, its named
> > Developer Studio.And yes, its based on Eclipse.
> >
> > And you can create your $NULL\$ button to use with your Run 
> > If
> qualification :-)
> >
> >
> > --
> > Jarl
> >
> > On 11/1/07, Rick Cook <[EMAIL PROTECTED]> wrote:
> > > **
> > >
> > > Just thought I would shoot a quick update to you all.  
> > There's
> way too much
> > > to cover right now, but basic themes are:
> > >
> > > The AR System isn't going away, in fact, it is the core 
> > (I'm
> listening to
> > > Doug Mueller say it right now) to all that BMC is doing.  
> > So
> let's put that
> > > thread away.
> > > Support management is aware that there are problems, and 
> > they
> are seeking
> > > input that will help them to provide the proper solutions 
> > to
> those problems.
> > >  I liked the initiatives that they spoke about.
> > > The new 7.5 (out mid-2008) Administrator tool is COOL!  
> > The
> learning curve
> > > won't be nearly as steep as I had feared - most of us 
> > should be
> able to
> > > figure it out in a day or so.  LOTS of new functionality -
> details when we
> > > have more time.
> > > The major initiative in ITSM is that Service Automation is 
> > the
> next key
> > > initiative, and getting IT to automate its own processes 
> > in
> addition to
> > > those of the business.
> > > Vancouver is beautiful, and the meeting rooms have ALL 
> > been
> large enoug

Re: ARERR [102] Name parameter... is empty; field 'SLMLookupTblKeyword' on HPD:Help Desk

[Joe D'Souza]

ARERR 102 is an error that happens when a field that is used in 'Advanced'
workflow to reference a form or server name or 'Advanced' table fields to
reference a form or server name is empty. This typically happens when there
is missing data in containers that have information about servers or forms,
and a set field operation that finds no data set fields to null. It also
could happen if you have changed a form name and the data containing form
names may have not been edited to reflect the renamed form.

So check the underlying data configuration forms where the data for the
field 300427600 is being set.

Hope this helps..

Cheers

Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rabi Tripathi
Sent: Monday, November 05, 2007 7:23 PM
To: arslist@ARSLIST.ORG
Subject: ARERR [102] Name parameter... is empty; field 'SLMLookupTblKeyword'
on HPD:Help Desk


The short question is: has anybody had issue with SLMLookupTblKeyword field
on HPD:Help Desk records on IM 7 being blank, regularly causing the
following error in arerror.log?

ARERR [102] Name parameter (or name field in a parameter) is empty :
300427600

This is the long story:
After seeing the errors, I did some digging in and it turns out that...
system (ITSM 7) is having trouble deleting records on SYS:Action
form...related to HPD:Help Desk record's SLM stuff.
On manually trying to remove the offending record on SYS:Action, I get the
same error.

Because filter INT:HPDSLM:INC:SLMSetTarget_7 encounters some issue.
Because it references the top table on SLM tab, CurrentSLAs_tbl, and this
table's source form name is supposed to be held in field
SLMLookupTblKeyword, which is a real field, not a display only one,
...but this record (and many others) have this field empty.

On further digging in (by this time I am at a dark and uncomfortable depth),
it turns out that most HPD:Help Desk records have value "SLM:Measurement" in
this field, the right source form of this table, but many records have this
field blank.

I did some more digging in and it turns out the only workflow setting this
field (at least the only ones on HPD:HelpDesk form) are some active links
such as "HPD:INC:SchemaNameLookup_10_NoSLM", and they set the field to
"SYS:SLM:Measurement_Clone".
It **looks like** when there is no SLA attached, this "clone" form is used
as source. And this form is just a trick to improve performance by avoiding
unnecessary search on SLM:Measurement, because the "clone" form seems to
never have records. My interpretation.

Now the question for me is why do many HPD:Help Desk records have field
SLMLookupTblKeyword blank. Related question, what's setting it, in the first
place? I'm guessing SLM code, but where, how and why is it shirking its duty
on some records?

And a bonus question, what are those clown active links doing? They seem to
be good for nothing...other than upping the total number of active links in
ITSM 7.

Ah...answered my own question before hitting send...turns out all the
HPD:HelpDesk records with this issue were  created not by people, but came
in thru the form HPD:HelpDesk_Interface_submit (incoming email, web services
etc). They should have rememberd to have the code on this intermediate form
set SLMLookupTblKeyword field, but they didn't, so I get to do the honor. I
will set it to...I don't know if I should set it to "SLM:Measurement" or
"SLM:Measurement_Clone". Bummer. It's late so I'm tossing a coin and then
going home.

TIA.

ps: It took a while to type this, so I'm sending this instead of discarding
it...hopefully will help somebody some day
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.15.22/1112 - Release Date: 11/5/2007
7:11 PM

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