Re: APPLICATION-DELETE-ENTRY

[Deepti]

Norm
   
  Do u do this from the search window(Split window- which shows the result list 
on one half and below the chosen record/ticket) ?
   
  Dipti

Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL PROTECTED]> wrote:
  **   st1\:*{behavior:url(#default#ieooui) }All:
   
  Can someone please put a second set of eyes on this for me? I can’t get 
APPLICATION-DELETE-ENTRY to work.
   
  I’m calling it from a AL triggered by a button click.
   
  Here’s my RUN PROCESS syntax:
   
  @@:APPLICATION-DELETE-ENTRY “ITC-Trouble Ticket Routing Table” $53689098$
   
  The form that holds the record I want to delete is named ITC-Trouble Ticket 
Routing Table.
   
  53689098 is the field ID of the field holding the Request ID of the request I 
want to delete.
   
  When I click the button, nothing happens.  No error, nothing.  The workflow 
log shows that $53689098$ does resolve to the request ID of the request to be 
deleted.  The log also says “SUCCESS” but nothing really happens.
   
  Thanks,
  Norm

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Create New Notification using the Notification Engine

[Elinore Extra]

Hi,

To those who are looking for this document:
ITSPAddFieldsNotification-Instruction.doc

I uploaded the doc here:
http://www.freedrive.com/public/17218/ITSPAddFieldsNotification-%20Instruction.doc

Cheers!

~ Eli ~

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Re: ARS 7.1 Installation Issue

[Conrad Pereira]

Joe,

I am getting the below error in the arerror.log as well.

ARERR [90] Cannot establish a network connection to the AR System
server :  : RPC: Rpcbind failure - RPC: Authentication
error

Cheers,
Conrad


On Nov 12, 2007 10:56 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
> Conrad,
>
> First of all the Admin Tool doesn't connect directly to the database. The AR
> Server connects to the database. The Admin tool connects to the AR Server..
>
> So what connection is it that is failing? Is the connection of the AR Server
> to the database failing? What errors do you see in the arerror.log file?
>
> Or do you mean the AR Admin tool is failing to connect to the AR Server?
>
>
>
> Joe D'Souza
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Conrad Pereira
>
> Sent: Monday, November 12, 2007 2:13 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARS 7.1 Installation Issue
>
>
> Hi Joe,
>
> I solved the first issue and now the arplugin is working. There was a
> problem with the LD_LIBRARY_PATH. Now the second issue is what I'm trying to
> solve.
>
> > ARERR [90] Cannot establish a network connection to the AR System server :
> >  : RPC: Rpcbind failure - RPC: Authentication error
> >
> > user: Demo,  server: 
> >
> > Any idea what could be the problem here?
>
> The network connectivity and the database connectivity is all fine. But the
> connection from the ARS admin tool to the database is not working. There are
> no firewall issues as well.
>
> Cheers,
> Conrad
>
> On Nov 12, 2007 6:45 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> > **
> > Conrad,
> >
> > You are getting this error at the time when arplugin is initiating. Its
> > indicating that it is looking for a symbol VerifyClassForMajorVersion and
> > says this cannot be found in the file libjava.so located at
> > /usr/jdk/instances/jdk1.5.0/jre/lib/sparc/.
> >
> > This could mean that this version of java is incompatible with the version
> > of arplugin you are running. Please check the compatibility matrix and
> > verify that you are running the correct version of java.
> >
> > If you run ldd -d on arplugin, it will give you a list of all the shared
> > object dependencies or symbols that are not found for the application.
> >
> > The syntax would be ldd -d //arplugin
> >
> > Cheers
> >
> >
> >
> > Joe D'Souza
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] Behalf Of Conrad Pereira
> > Sent: Monday, November 12, 2007 1:02 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: ARS 7.1 Installation Issue
> >
> >
> >
> > Hi,
> >
> > I managed to get through the installation. There seems to be a problem
> with
> > the Installer file that I downloaded from the BMC Website. I used the CD
> of
> > ARS 7.1 instead and the installation went off well. Now I have two issues
> > and I'm not able to figure out what could be the issue here though the
> > LD_LIBRARY_PATH and the ARF-JAVA-CLASSPATH are set properly. The issues
> are:
> >
> > (c) Copyright 2001-2007 BMC Software, Inc.
> > ld.so.1: arplugin: fatal: relocation error: file
> > /usr/jdk/instances/jdk1.5.0/jre/lib/sparc/libjava.so: symbol
> > VerifyClassForMajorVersion: referenced symbol not found
> >
> >  (ARNOTE 0)
> >ARMonitor child process (pid:1576) died with 9. And the signal is 9.
> > ./arplugin
> >
> >  (ARNOTE 0)
> >Current ARMonitor child process (pid:1573).
> > ./arserverd
> >
> >  (ARNOTE 0)
> >Current ARMonitor child process (pid:1575).
> > ./arsvcdsp
> >
> >  (ARNOTE 0)
> >Current ARMonitor child process (pid:1577).
> > java
> >
> >  (ARNOTE 0)
> >ARMonitor child process (pid:1578) started.
> > ./arplugin
> >
> > Secondly after the AR System startup Initialization has been completed, I
> > cannot login to the Admin Tool. It gives the following error:
> >
> > ARERR [90] Cannot establish a network connection to the AR System server :
> >  : RPC: Rpcbind failure - RPC: Authentication error
> >
> > user: Demo,  server: 
> >
> > Any idea what could be the problem here?
> >
> > Cheers,
> > Conrad
>
> __20060125___This posting was submitted with HTML in
> it___

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Re: Email Engine Poor performance

[Jarl Grøneng]

Hi,

This was an email message from Chad Hall some months ago, this explain
email engine performance very well:
=
There are several things you can do to speed up emails. We have tuned
ours so that it can send between 300-500 per minute. We reach those
levels several times a day. We can get 1000 per minute if server load
is low and the emails do not contain ARTask attachments. Here are a
few things you can do:

1. Use multiple private threads
   a. Setup a private RPC queue. Set max threads to the total
number of incoming and outgoing mailboxes you have.

   b. Specify this RPC number in emaildaemon.properties like this:
   com.remedy.arsys.emaildaemon.yourserver.RPC=390630


2. Configure multiple outgoing mailboxes
   a. If you have access to multiple SMTP servers, create one
mailbox for each SMTP server. You won't see much gain from using a
single SMTP server and aliasing it to allow creation of multiple
Remedy mailboxes. A one-for-one on mail servers to mailboxes seems to
be a functional limit. But if you have 2 SMTP servers with 2 mailboxes
you can double your throughput.

   b. If you have an Exchange server, create one for an Outlook
profile. (Consider creating multiple Outlook profiles and MAPI
mailboxes if you really need more throughput). MAPI tends to be much
faster than SMTP but is prone to issues with Exchange connectivity,
the Outlook profile, etc.

   c. Setup workflow on AR System Email Messages using Set Fields
to specify the outgoing mailbox so that it uses a round robin
approach.


3. Increase number of threads per mailbox (7.0.x only)
   a. This is a 7.0.x feature I haven't been able to use since I'm
on 6.3. But Support has achieved some outrageous improvements with
these settings in their test lab. If you're on 7.0.x, add these to
your emaildaemon.properties file. (Note: increasing these settings to
higher numbers won't yield higher throughput for some reason)
   com.remedy.arsys.emaildaemon.NumberOfSenderThreads=4
   com.remedy.arsys.emaildaemon.OutgoingMessagesQueueSize=2000


4. Dedicated Email Engine server
   a. Setup a separate server that does nothing but run the Email
Engine service. Search the BMC KB for instructions on changing the
registry so that the Email Engine service is not dependent on the
local AR Server service. This will allow you to run the Email Engine
without running AR Server. Configure the emaildaemon.properties to
connect to your actual AR Server. This will really help if your AR
Server gets high CPU usage.


5. Increase the Java heap size
   a. Search for this in the BMC KB. Increase the max heap size to
512 MB or 1 GB and you could see a big improvement if Java is using a
lot of memory.


6. Turn off group and user caching
   a. Set this line in emaildaemon.properties so the Email Engine
won't cache all of your groups and users when it starts up. It will
only cache them as needed. It rarely actually needs that info and it
uses a lot of memory. This will also make the Email Engine service
start much faster.
   com.remedy.arsys.emaildaemon.FetchUserGroupInfoOnDemand=true


7. Add additional indexes
   a. With SQL analysis we found some email engine queries that
could benefit from more indexes when you have quite a bit of history
on your email engine forms. Back on 5.1.1 these (and a few others BMC
finally added as standard) doubled my outgoing throughput. These
include:
   AR System Email Association
   1. Destination ID (improves performance)
   AR System Email Error Logs
   1. Email ID (makes display of AR System Email
Messages records faster)
   2. Create Date (makes troubleshooting easier)
   AR System Email Messages
   1. Send Message (improves performance)
   2. Date Sent (makes troubleshooting easier)
   3. Create Date (makes troubleshooting easier)


8. Reduce the sent item history
   a. You can completely eliminate this by setting 'Delete
Outgoing Notification Messages' = "Yes" in each outgoing mailbox, or
by setting com.remedy.arsys.emaildaemon.SaveSentItem=False in your
emaildaemon.properties file. It sounds like you may have already done
this.

   b. You can retain a few days worth of history by setting up an
escalation to delete records older than a few days from AR System
Email Messages, AR System Email Attachments, and AR System Email
Association.


9. Set polling interval below 1 minute
   a. If 1 minute is not fast enough for you, and you have a low
enough volume for the server to handle frequent polls, set this in
emaildaemon.properties so it interprets your polling interval as a
number of seconds instead of minutes. You probably don't want to go
below 15 seconds on this or it would never really stop running.
   com.remedy.arsys.emaildaem

Re: Looking for a password generator

[Carey Matthew Black]

Susan,

You peaked my interest... this has go to be a common topic for others ... so...

After about 2 minutes on Google.. In found some java code to generate
SIMPLE passwords.
(http://www.java2s.com/Code/Java/Security/Cheaplightweightlowsecuritypasswordgenerator.htm
) Ok it looks really simple... but you should get the idea...

Now to convert it to a Java Scripting chunk of code. :)

"
import com.remedy.arsys.api.Value;
import java.lang.Integer;

// first input is number of passwords requested
// second input is set of characters to use to build the passwords
// third input is the length of passwords to build


protected static java.util.Random r = new java.util.Random();

/*
* Set of characters that is valid. Must be printable, memorable, and "won't
* break HTML" (i.e., not ' <', '>', '&', '=', ...). or break shell commands
* (i.e., not ' <', '>', '$', '!', ...). I, L and O are good to leave out,
* as are numeric zero and one.
*/
char[] goodChar = { 'a', 'b', 'c', 'd', 'e', 'f', 'g',
  'h', 'j', 'k', 'm', 'n', 'p', 'q', 'r', 's', 't', 'u', 'v', 'w',
  'x', 'y', 'z', 'A', 'B', 'C', 'D', 'E', 'F', 'G', 'H', 'J', 'K',
  'M', 'N', 'P', 'Q', 'R', 'S', 'T', 'U', 'V', 'W', 'X', 'Y', 'Z',
  '2', '3', '4', '5', '6', '7', '8', '9', '+', '-', '@', };

StringBuffer sb = new StringBuffer();
for (int i = 0; i < 10; i++) {
sb.append(goodChar[r.nextInt(goodChar.length)]);
}

// make sure we at least make one password
int num_pass = 1;
if (values[0] != null){
  num_pass = Integer.parseInt(values[0].toString());
}
// make sure we have a default set of chars to build passwords from
String possible_chars =
"abcdefghjkmnpqrstuvwxyzABCDEFGHJKMNPQRSTUVWXYZ23456789+-@";
if (values[1] != null){
  possible_chars = values[1].toString();
  goodChar = possible_chars.toCharArray(); // convert to charArray for
function to work
}
// default to passwords of length 10 if no other lenght is supplied
int pwd_len = 10;
if (values[2] != null){
  pwd_len = Integer.parseInt(values[2].toString());
}
Value[] result = new Value[num_pass];

for (int i = 0; i < num_pass; i++){
StringBuffer sb = new StringBuffer();
for (int ii = 0; ii < pwd_len; ii++) {
  sb.append(goodChar[r.nextInt(goodChar.length)]);
}
result[i] = new Value(sb.toString());
}
"


If you load up (or are already using) the Java Script Plugin
(ARSYS.ARF.JAVA) then you can pass this chunk of code to it with three
inputs:

// first input is number of passwords requested
// second input is set of characters to use to build the passwords
// third input is the length of passwords to build



I think that should be simple enough to get the job done for most.
However anyone with any serious "Security" concerns would likely want
to do things a bit differently. ( Then again.. any one with any real
SECURITY concerns are likely not using _just_ passwords anymore. Much
less generated passwords. )

HTH.

I know that the 7.0.1 server would still require filters to be
triggered to get at this function. So you could attach it to a regular
form that lets people submit(Push action) records to it. The value(s)
could be retrieved from the from then from a Set Field action. As long
as the form is strictly row level accessed to the $USER$ who created
the row you should be fine. You can even delete the record with a
second Push action if you wanted to as well. ( You just need a few
more filters. :) ... So it can be done "from an Active Link", but in
v7.1 a "Service" Action would be the way to go. Much cleaner but you
get the same basic result.

-- 
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Nov 12, 2007 6:28 PM, Susan Palmer <[EMAIL PROTECTED]> wrote:
> **
> Hi Everyone,
>
> I'm looking for a password generator.  I need to create password values to
> set into two fields via an active link button.  These are not used for
> Remedy logins.  I downloaded the password generator on Gidd's site but it
> only does alpha/numeric with no special characters.  It has to be something
> I can use with the User Tool, not the web tool.  I'd really like to automate
> it.  Click the button and the field has the password ... whaalaa.
>
> Any suggestions would be welcome!  Thanks for your help ...
>
> Susan Palmer
> ShopperTrak
> ARS v7.0.1P3
> Oracle 10g
> Windows2003

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Re: {Spam?} Re: Copy ARS Server with ITSM 7 thru database copy?

[Rod Harris]

Yes that's my understanding too. The name change may also reflect the 
restrictions in the license with this version. Essentially it is still the same 
EIE product though. 
 
Rod



From: Action Request System discussion list(ARSList) on behalf of Carey Matthew 
Black
Sent: Tue 13/11/2007 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: {Spam?} Re: Copy ARS Server with ITSM 7 thru database copy?



Actually .What I know of this topic is that the AIE (Atrium
Integration Engine) is "free" for use with the CMDB. However, if you
use it to integrate to "other applications" then you need to buy a
license for AIE. I know that line may be hard to pick at times (given
that the CMDB is extensible and all) but that was the last I heard on
the licensing of AIE with respect to ITSM customers.

HTH. ( I also hope that has not changed since I last looked into it.)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Nov 12, 2007 6:18 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> Oh just a new name for an old car with a new engine then..
>
> Thanks Rod..
>
>
>
> Joe D'Souza
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Rod Harris
> Sent: Monday, November 12, 2007 4:41 PM
> To: arslist@ARSLIST.ORG
>
> Subject: Re: {Spam?} Re: Copy ARS Server with ITSM 7 thru database copy?
>
>
> **
> Hi Joe,
>
> This is something I learnt at BMC Userworld recently. I believe that EIE is
> being bundled with the Atrium CMDB and is therefore named the Atrium
> Integration Engine. I believe it is pretty much the same thing with a
> standard set of adapters supplied.
>
> Cheers,
>
> Rod
>
> 

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Email Engine Poor performance

[Steve Burke]

Hello again list,

We are still having some problems with the Email Engine on our
servers, hopefully one of you can help us out again. The current
problem appears to be lackluster performance (we seem to be only
processing about 20 outgoing emails a minute), and it appears to be
intermittently stalling.

While we were doing some troubleshooting we ran the Email Engine with
logging turned on via a batch file (as per the KB article). While we
had the server running from the batch file we noticed that outgoing
email seemed to process much faster (about 200 emails a minute). To
check this we stopped the email server again and ran it from the
Windows Service instead - things went back to normal (about 20 emails
a minute).

Without needing to say why, we are currently running the Email Engine
from a batch file (EmailStart.bat). Can anyone think of any reason why
the Email Engine would run slower from a Windows Service, than from
the batch file?

If you need some details on the registry entries for the service we
can provide them.

AR - 7.0.01 patch 002 on Windows 2003 Server R2 Email Engine - 7.0.01
(J2RE 1.4.2_12)

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Re: Server Group with load balancer. Config parameters related to server name?

[Carey Matthew Black]

Rabi,

I am sure there is a good white paper about all of the configurations
needed, but here is a quick list off the top of my head for your
configurations and/or stated issues.


1) When making changes to a Server Group, I would not suggest
connecting to the cluster name. I have no confidence that would work
properly with a load balancer set to use sticky sessions. You my end
up (via the luck of the draw) on one of the ARS servers that is not
the "Admin server". I have yet to see in the docs that an "admin
request" made to the "non-admin" ARS server is forwarded on to the
"Admin" ARS server in the group under that condition. ( I think this
is one of those rare times that Admin's need to do things slightly
differently than what most users do.)

2) Yes.. all Servers in the Group (er..application server cluster)
need to have the same Server Alias value. And they need to also know
there own names too. So the IP-Name: values should include all the
host names/IP addresses that are valid for the host. However the
"Server-Name" should be the same string for all of them and it should
match the name of the Server Group. (BTW: The "Server-Name" setting
can be set in the "Server Information" section of the Admin Control
panel (v7+) or via the Admin tool in v6.3.)

3) Consider that if you configure your ARS servers to run on specific
TCP Port that your Load balancer might be a lot easier to configure.
Your web server runs on 80/443. If your ARS server runs on say.. port
 then the Load balancer could know which of the 4 hosts (MT1, MT2,
ARS1, ARS2) the request should be forwarded to simply by checking it's
list of existing sticky session and the TCP port that the traffic is
being requested on. (80/443 --> MT1 or MT2,  --> ARS1 ,or ARS2 and
the choice is made by the sticky session if one already exists.) So it
might be possible to have your ARS servers called "Remedy" and your
Mid-tier servers also called "Remedy" in the Load balancer. However,
there might be some advantages to keeping different "cluster names"
for the Web Farm vs the Application Servers too. ( Like "Remedy" for
the Web farm and they always connect to the "ARSServer" application
server cluster.)

HTH.
-- 
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.

P.S. I did get both copies, but my gmail account did think one of them
was spam. :(



On Nov 12, 2007 1:34 PM, Rabi Tripathi <[EMAIL PROTECTED]> wrote:
> **If this post becomes a duplicate, I apologize.
> Another one was sanitized, says yahoo, and hasn't
> turned up yet. This one doesn't have real looking
> URLs, so should go through**
>
> This one is for those of you running a server group
> with load balancer(s). I'm trying to make sure
> settings for 'server name', 'server connect name' etc
> parameters right.
>
> I have 2 ARS Servers (ARS1, ARS2) and 2 Midtier
> Servers (MT1, MT2).
>
> The idea is to have a load balancer ARSLB in front of
> ARS1 and ARS2 and refer to this combination with DNS
> name ARSServer.
>
> Then have MT1 and MT2 point to server ARSServer. And
> have a load balancer (MTLB) in front of MT1 and MT2
> and have a name, say, Remedy, resolve to this
> combination.
>
> I already have load balancer MTLB in front of Midtier
> servers and "Remedy" resolves to the mid-tier
> combination fine. I do NOT have ARSLB configured in
> front of ARS1, ARS2 yet. Server Group Ranking form has
> higher rank for ARS1 for all operations.
>
> Admin operations (done on ARS1) are very slow and some
> days time out consistently. On troubleshooting, some
> configuration parameters seem out of whack.
>
> This is how ar.conf looks in ARS1--
> Server-Connect-Name:ARS1
> IP-Name: ARS1
> IP-Name: ARS1 DOT company DOT com
> Map-IP-Address: 10.3.3.6
>
> In ARS2--
> Server-Name: Remedy
> Server-Connect-Name: ARS2
> IP-Name: ARS2
> IP-Name: ARS2 DOT company DOT com
> Map-IP-Address: 10.3.3.7
>
> Note the discrepancy in Server-Name between the two
> (ARS1 doesn't have any), and also the fact that
> "Remedy" is the alias that we want to resolve to the
> Midtier combination, not ARS server combination. It
> also happens to match the Server Group Name.
>
> I am working on making some corrections. Can somebody
> validate this new scenario:
>
> ar.conf for ARS1.
> Server-Name:ARSServer  <--- change
> Server-Connect-Name:ARS1
> IP-Name: ARS1
> IP-Name: ARS1 DOT company DOT com
> Map-IP-Address: 10.3.3.6
>
> ar.conf for ARS2
> Server-Name:ARSServer   Server-Connect-Name: ARS2
> IP-Name: ARS2
> IP-Name: ARS2 DOT company DOT com
>
> Map-IP-Address: 10.3.3.7
>
> Have DNS resolve ARSServer to ARSLB.
> Keep the Server Group Name as "Remedy".
>
> Ok so far?
>
> Then on each Mid-tier servers' configuration screens,
> add server "ARSServer". Right now each Midtier is
> pointing to one of the ARS servers, MT1 pointing to
> ARS1 and MT2 pointing to MT2.
>
> Any issue you se

Re: {Spam?} Re: Copy ARS Server with ITSM 7 thru database copy?

[Carey Matthew Black]

Actually .What I know of this topic is that the AIE (Atrium
Integration Engine) is "free" for use with the CMDB. However, if you
use it to integrate to "other applications" then you need to buy a
license for AIE. I know that line may be hard to pick at times (given
that the CMDB is extensible and all) but that was the last I heard on
the licensing of AIE with respect to ITSM customers.

HTH. ( I also hope that has not changed since I last looked into it.)

-- 
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Nov 12, 2007 6:18 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> Oh just a new name for an old car with a new engine then..
>
> Thanks Rod..
>
>
>
> Joe D'Souza
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Rod Harris
> Sent: Monday, November 12, 2007 4:41 PM
> To: arslist@ARSLIST.ORG
>
> Subject: Re: {Spam?} Re: Copy ARS Server with ITSM 7 thru database copy?
>
>
> **
> Hi Joe,
>
> This is something I learnt at BMC Userworld recently. I believe that EIE is
> being bundled with the Atrium CMDB and is therefore named the Atrium
> Integration Engine. I believe it is pretty much the same thing with a
> standard set of adapters supplied.
>
> Cheers,
>
> Rod
>
> 

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Re: Looking for a password generator

[Shellman, David]

Susan,

It makes a real ugly password but would the guid generator work.  You could 
trim it to a set length that would be shorter than the original length of the 
guid. 

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Mon Nov 12 18:28:36 2007
Subject: Looking for a password generator

** 
Hi Everyone,
 
I'm looking for a password generator.  I need to create password values to set 
into two fields via an active link button.  These are not used for Remedy 
logins.  I downloaded the password generator on Gidd's site but it only does 
alpha/numeric with no special characters.  It has to be something I can use 
with the User Tool, not the web tool.  I'd really like to automate it.  Click 
the button and the field has the password ... whaalaa.  
 
Any suggestions would be welcome!  Thanks for your help ...
 
Susan Palmer
ShopperTrak
ARS v7.0.1P3
Oracle 10g
Windows2003
 
 
__20060125___This posting was submitted with HTML in it___ 

Re: Roles in Incident Management 7.x: App doesn't match the doc & other tidbits

[T. Dee]

Rick - you indicated below that users can not opt out of individual
notifications - is there a work around?  This seems strange - some users may
not want certain notifications, but may want other notifications.

I have notificed that if I create a NEW Notification from the People Form /
Notifications tab / Update Notification Prefrences / Create - this only
creates a new notification for that individual.  Is there not a way to
create a new notificiation that I can apply to everyone?

Notifications seem to be a little odd.  

Is there any place where it is documented which Filters control which
notifications?

Thanks

T.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, October 24, 2007 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Roles in Incident Management 7.x: App doesn't match the doc &
other tidbits

Great post, Rabi.  All I can say is:  Welcome to the party that is ITSM 7.
We feel your pain.

My favorite "As designed" feature is that of showing the users all of the
notifications they can receive, but not giving them the ability to opt out
of any of them, even though the screen leads the user to believe that is an
option.

Remember, you can't spell Quality without QA, though BMC seems bent on
trying.

Rick

On 10/24/07, Rabi Tripathi <[EMAIL PROTECTED]> wrote:
>
> Fol
> Still at war with IM 7 and this is the most recent battle report--
>
> Following IM functional roles are defined in the "configure" doc:
>
> Support Group Admin
> Support Group Lead
> Support Group Manager
>
> But, only following 2 are available, when you go to 
> CTM:People->->"Support Groups" tab->"Update Support Groups and Roles" 
> button->"Functional Role Update" tab->Functional Role:
>
> Incident Manager
> Support Group Lead
>
> I'm guessing:
> When they say "Support Group Manager" in docs, they really mean 
> "Incident Manager". "Support Group Admin" is pure fiction, just to 
> make it interesting, irrespective of the fact that this role has 
> defined privileges as per the document. Agree?
>
> Related question...when making somebody a member of a support group, 
> the "member" and "associate member" choices are indistinct as far as 
> the code behavior is concerned. Right? It says the distinction is
"informational"
> only. I think I know the answer, but I still ask this question, 
> because I can't believe the designer didn't think of having the code 
> make some distinction such as not notifying associate members when a 
> group notification for, say, assignment, is sent.
>
> Ok, just found out that code will allow members or associate members 
> of a group to submit/modify incidents in which the group is owner or 
> assigned group.
> See Filter HPD:INC:ChkModifyPermission_017.
>
> However, code will allow members, but NOT "associate members" of a 
> group to modify Owner Group of any incident in which the group is the 
> owner. See filter HPD:INC:ChkModifyOwnership_021. I don't know why/how 
> in this instance, this distinction makes sense. At any rate, the doc 
> is wrong (pg 55 of config guide).
>
> Lastly, and this is the question I have to get answer to for which I 
> am beating around the bush above...how can I have somebody 
> "responsible" for a list of support groups (they would review these 
> group's tickets on Management console), without having them receive 
> all sorts of notifications that would go to group members if I made him a
member of that group?
>
> I like the more granular and closer-to-worldly-common-sense way roles 
> and permissions have been defined in ITSM 7, but the scheme appears 
> immature,  incomplete, inconsistent and above all, not fully 
> articulated anywhere. I wonder how many inside BMC can explain to 
> anybody in full detail, the way permissions/roles work in ITSM 7.
>
> I remember doing Tivoli training long time ago in which understanding 
> permissions/roles used by the suite's different modules came closer to 
> being a specialization in itself. With ITSM 7, it's not as complex, 
> but it's certainly confusing. Is there no clear explanation, precisely 
> because it's so confusing/inconsistent??
>
> Back to the war on error.
> Yeah, no T. I don't think BMC meant to terrify me, but it surely has 
> me pulling my hair figuring out if my understanding is in error, or 
> they have made errors in judgment, design, execution, documentation


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Looking for a password generator

[Susan Palmer]

Hi Everyone,

I'm looking for a password generator.  I need to create password values to
set into two fields via an active link button.  These are not used for
Remedy logins.  I downloaded the password generator on Gidd's site but it
only does alpha/numeric with no special characters.  It has to be something
I can use with the User Tool, not the web tool.  I'd really like to automate
it.  Click the button and the field has the password ... whaalaa.

Any suggestions would be welcome!  Thanks for your help ...

Susan Palmer
ShopperTrak
ARS v7.0.1P3
Oracle 10g
Windows2003

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Re: {Spam?} Re: Copy ARS Server with ITSM 7 thru database copy?

[Joe D'Souza]

MessageOh just a new name for an old car with a new engine then..

Thanks Rod..


Joe D'Souza

  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rod Harris
  Sent: Monday, November 12, 2007 4:41 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: {Spam?} Re: Copy ARS Server with ITSM 7 thru database copy?


  **
  Hi Joe,

  This is something I learnt at BMC Userworld recently. I believe that EIE
is being bundled with the Atrium CMDB and is therefore named the Atrium
Integration Engine. I believe it is pretty much the same thing with a
standard set of adapters supplied.

  Cheers,

  Rod

  
Pardon my ignorance, but what is AIE?


Joe D'Souza


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Monday, November 12, 2007 2:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Copy ARS Server with ITSM 7 thru database copy?


Another thing that will not copy correctly with a database is EIE or AIE
- you will have to reinstall it after the move, but that does work.


No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.15.30/1127 - Release Date: 11/12/2007
9:19 PM

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Re: KM Error on Incident

[Pedro Cardoso]

Rick, Benjamin:

Could you please update the info about this issue?
Does it work?

I have alike problem...

Error. The server encountered an unexpected condition which prevented
it from fulfilling the request.


java.lang.Error: UserBeanRequested User: 'App Admin (appadmin)' NOT
created in Database! Cannot load JDBC driver class
'com.microsoft.jdbc.sqlserver.SQLServerDriver'
at kms.user.UserBean.createUserInDB(UserBean.java:201)
at kms.user.UserBean.createNewUser(UserBean.java:65)
at kms.user.UserManager.createNewUser(UserManager.java:88)
at 
kms.authentication.RemedyAuthenticator.createUser(RemedyAuthenticator.java:166)
at kms.web.jsp.LoginServlet.login(LoginServlet.java:102)
at kms.web.jsp.LoginServlet.doGet(LoginServlet.java:192)
at kms.web.jsp.LoginServlet.doPost(LoginServlet.java:272)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:763)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:856)
at 
com.newatlanta.servletexec.SERequestDispatcher.forwardServlet(SERequestDispatcher.java:638)
at 
com.newatlanta.servletexec.SERequestDispatcher.forward(SERequestDispatcher.java:236)
at 
com.newatlanta.servletexec.SERequestDispatcher.internalForward(SERequestDispatcher.java:283)
at 
com.newatlanta.servletexec.SEFilterChain.doFilter(SEFilterChain.java:96)
at kms.filters.MaintenanceFilter.doFilter(MaintenanceFilter.java:26)
at 
com.newatlanta.servletexec.SEFilterChain.doFilter(SEFilterChain.java:60)
at 
com.newatlanta.servletexec.ApplicationInfo.filterApplRequest(ApplicationInfo.java:2202)
at 
com.newatlanta.servletexec.ApplicationInfo.processApplRequest(ApplicationInfo.java:1876)
at 
com.newatlanta.servletexec.ServerHostInfo.processApplRequest(ServerHostInfo.java:937)
at 
com.newatlanta.servletexec.ServletExec.ProcessRequest(ServletExec.java:1124)
at 
com.newatlanta.servletexec.ServletExec.ProcessRequest(ServletExec.java:1035)


Do you think is related?

thanks.

Pedro

On Sep 18, 2007 12:19 PM, Watson, Benjamin A.
<[EMAIL PROTECTED]> wrote:
> Restarting the webservices essentially clears the issue until it happens 
> again.  I'm not 100% on the root cause of the issue, but I assumed that in my 
> environment, it was network issues causing the RKM to DB connection to drop.
>
> Under IIS/ServletExec, I had to restart IIS to clear the issue.  From the 
> error message, I suspect you're using Tomcat, so you might be able to get 
> away with restarting the servlet engine alone.
>
> These restarts are only a temporary fix, as the issue will continue to rear 
> itself with the code that is in place in RKM.  You can probably reliable 
> reproduce the issue by performing the following:
>
> 1. As some user, access some RKM function (e.g. Help Desk KB tab).
> 2. Stop your Database server services.
> 3. Attempt to use the RKM function again and note the error.
> 4. Start your Database server services.
> 5. Attempt to use RKM functions again, and the error remains.
>
> Remedy, on the other hand, is more tolerant and should pick up the database 
> connection again after the service interruption.
>
> The long term fix is the 1098 war file, which has the built in checks to 
> verify that the connection exists before trying to do anything.
>
> Ben
>
> 
>
> From: [EMAIL PROTECTED] on behalf of Rick Cook
> Sent: Tue 9/18/2007 12:43 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: KM Error on Incident
>
>
>
> **
> Thanks very much, Ben.  That's one of the most detailed explanations of a 
> problem and the solution I have read in a long time.  I really appreciate the 
> education, and I have asked Support for the updated RKM war file.  I'll let 
> you all know how it turns out.
>
> You did say that restarting the web server provides a short term fix, and 
> that the new war file is the long term fix, right?
>
> Rick
>
> On 9/18/07, Watson, Benjamin A. <[EMAIL PROTECTED]> wrote:
>
>Rick,
>
>I can only assume you're experiencing the fun that is Remedy Knowledge 
> Management 7.x.
>
>This particular issue is a tough one, not conceptually, but a tough 
> one to get the RKM team to fix.  I ranted to them until I was blue in the 
> face about the nature of the problem, and even cited website examples with 
> code on what they could do to fix it.
>
>As it turns out, they have fixed the issue, but it is not corrected in 
> the most current release of RKM on EPD.  The problem is this:
>
>The RKM application attempts to authenticate the current user during 
> pretty much any action they perform under RKM.  The application authenticates 
> the user by performing a lookup in the RKM database.  If your environment is 
> anything like mine, you have something like the following:
>
>Web Server (with MidTier and RKM) <--> Database server 
> (ARSystem DB and RKM DB)
>
>What's 

OT-Great Minds Think Alike

[Joel D. Sender]

** 





Joel

*

Joel D. Sender

Director of Western Operations

QMX Support Services, Inc.

[EMAIL PROTECTED]

 

 


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<>

Re: {Spam?} Re: Copy ARS Server with ITSM 7 thru database copy?

[Rod Harris]

Hi Joe,
 
This is something I learnt at BMC Userworld recently. I believe that EIE
is being bundled with the Atrium CMDB and is therefore named the Atrium
Integration Engine. I believe it is pretty much the same thing with a
standard set of adapters supplied.
 
Cheers,
 
Rod
 


Pardon my ignorance, but what is AIE?



Joe D'Souza


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Monday, November 12, 2007 2:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Copy ARS Server with ITSM 7 thru database copy?


Another thing that will not copy correctly with a database is
EIE or AIE
- you will have to reinstall it after the move, but that does
work.




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Re: Copy ARS Server with ITSM 7 thru database copy?

[Lammey, Peter A.]

A couple other things you should also cover:

1.  In the "Report" form where you might have added custom reports (or
possibly the out of box reports) for ITSM have a field for Server.  Make
sure that is updated.
2.  You may have RUN PROCESS commands inside filters that run specific
files on the application server.  These filters may contain the specific
application server name.

These and the others listed should cover what you need to update.


Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
Sent: Monday, November 12, 2007 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Copy ARS Server with ITSM 7 thru database copy?

Let me summarize what you guys said so far about copying ITSM 7 from one
server to another one:

(1)Copying the file system from one server to another one is a bad idea.
Ok. I was not planning on doing this. Only want to copy the database,
after I install all the software on the new server.

(2)After I install all the applications, and copy the database to the
new server, I need to:
a)Update path to help files
b)Update SHR:Application records. I see the server references to update
on this form's records.
c)Update CAI:Application Registry records. I see the server references
on this form's records, so I will update them.
d)Need to update Configure "Custom Form Info" form records. I can't find
this form. Probably an alias.
What's the actual form name?
e)Update "Email form", meaning "AR System Email Configuration" form
recrods. I can't find server reference on this form. Are you guys
talking about a different form?
f)Need to reinstall EIE and AIE after database copy.
"To make EIE work after moving databases, read the note on how to
configure EIE on a server group or a shared database." EIE=Event
Integration Engine, AIE=Assignment Engine?
g)May need to update User and "People" (CTM:People) forms. I can't find
server name references here, but I guess I need to fix the license
information.

Is that it? It can't be that easy! May be it is.

I will then need to spend some more time modifying some parameters in
Server Info tab on Remedy Admin as well as ar.conf to account for the
fact that I may want the new server to behave differently (in my case no
server group setup).

I'm trying to see if I can somehow do a database query to see which
tables have my server name embedded. If I find anything new I will share
with you guys. 

In the mean time, please validate or add to the list above.

Wondering if there is any white paper on this. The likely answer is no.
Or, if the partner implementation trainings covers such a copy, or any
other way of copying apps. If not, that's an inexcusable omission.
Or so I think.

Regards.

--- Joe D'Souza <[EMAIL PROTECTED]> wrote:

> Neither will Help paths to OTB applications be correctly configured. 
> You will manually need to configure these manually by altering the 
> paths in the SHARE:Application Properties form by editing the path to 
> help.
> 
> To make EIE work after moving databases, read the note on how to 
> configure EIE on a server group or a shared database.
> 
> Pardon my ignorance, but what is AIE?
> 
> 
> Joe D'Souza
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] Behalf Of strauss
> Sent: Monday, November 12, 2007 2:43 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Copy ARS Server with ITSM 7 thru database copy?
> 
> 
> Another thing that will not copy correctly with a database is EIE or 
> AIE
> - you will have to reinstall it after the move, but that does work.
> 
> Christopher Strauss, Ph.D.
> Remedy Database Administrator
> University of North Texas Computing Center http://remedy.unt.edu/ No 
> virus found in this outgoing message.
> Checked by AVG Free Edition.
> Version: 7.5.503 / Virus Database: 269.15.30/1126 - Release Date: 
> 11/12/2007
> 12:56 PM
> 
>

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Re: Copy ARS Server with ITSM 7 thru database copy?

[Rabi Tripathi]

Let me summarize what you guys said so far about
copying ITSM 7 from one server to another one:

(1)Copying the file system from one server to another
one is a bad idea. Ok. I was not planning on doing
this. Only want to copy the database, after I install
all the software on the new server.

(2)After I install all the applications, and copy the
database to the new server, I need to:
a)Update path to help files
b)Update SHR:Application records. I see the server
references to update on this form's records.
c)Update CAI:Application Registry records. I see the
server references on this form's records, so I will
update them.
d)Need to update Configure "Custom Form Info" form
records. I can't find this form. Probably an alias.
What's the actual form name?
e)Update "Email form", meaning "AR System Email
Configuration" form recrods. I can't find server
reference on this form. Are you guys talking about a
different form?
f)Need to reinstall EIE and AIE after database copy.
"To make EIE work after moving databases, read the
note on how to configure EIE on a server group or a
shared database." EIE=Event Integration Engine,
AIE=Assignment Engine?
g)May need to update User and "People" (CTM:People)
forms. I can't find server name references here, but I
guess I need to fix the license information.

Is that it? It can't be that easy! May be it is.

I will then need to spend some more time modifying
some parameters in Server Info tab on Remedy Admin as
well as ar.conf to account for the fact that I may
want the new server to behave differently (in my case
no server group setup).

I'm trying to see if I can somehow do a database query
to see which tables have my server name embedded. If I
find anything new I will share with you guys. 

In the mean time, please validate or add to the list
above.

Wondering if there is any white paper on this. The
likely answer is no. Or, if the partner implementation
trainings covers such a copy, or any other way of
copying apps. If not, that's an inexcusable omission.
Or so I think.

Regards.

--- Joe D'Souza <[EMAIL PROTECTED]> wrote:

> Neither will Help paths to OTB applications be
> correctly configured. You
> will manually need to configure these manually by
> altering the paths in the
> SHARE:Application Properties form by editing the
> path to help.
> 
> To make EIE work after moving databases, read the
> note on how to configure
> EIE on a server group or a shared database.
> 
> Pardon my ignorance, but what is AIE?
> 
> 
> Joe D'Souza
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of strauss
> Sent: Monday, November 12, 2007 2:43 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Copy ARS Server with ITSM 7 thru
> database copy?
> 
> 
> Another thing that will not copy correctly with a
> database is EIE or AIE
> - you will have to reinstall it after the move, but
> that does work.
> 
> Christopher Strauss, Ph.D.
> Remedy Database Administrator
> University of North Texas Computing Center
> http://remedy.unt.edu/
> No virus found in this outgoing message.
> Checked by AVG Free Edition.
> Version: 7.5.503 / Virus Database: 269.15.30/1126 -
> Release Date: 11/12/2007
> 12:56 PM
> 
>
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Re: ITSM 7 on XP

[Audrey H Franklin]

Hi Rahul,

Thanks, I will have to order additional memory.

Regards,

Audrey

- Original Message -
From: Rahul AR User <[EMAIL PROTECTED]>
Date: Monday, November 12, 2007 3:40 pm
Subject: Re: ITSM 7 on XP
To: arslist@ARSLIST.ORG


> Hi Audrey,
>  
>  What we have tried and tested is that if you can have 4gigs of physical
>  memory in your system, it is a breather for the ITSM installation,
>  configuration and further usage. Any less will impact the performance 
> of the
>  application. Secondly, if possible, plan to install the database on another
>  box, but if you are installing the database on the same box then 
> 4gigs is
>  what I'll recommend. but if you plan to have everything on one single 
> box,
>  ARS, ITSM, DB, Mid-Tier, then 4gigs is a must have.
>  
>  rest depends on your requirement, a fast running system or a running 
> system
>  or a slow system.
>  
>  On Nov 11, 2007 9:59 PM, Audrey H Franklin <[EMAIL PROTECTED]> 
> wrote:
>  
>  > Thanks, Audrey.
>  >
>  > - Original Message -
>  > From: Sebastiaan De Man <[EMAIL PROTECTED]>
>  >  Date: Sunday, November 11, 2007 10:20 am
>  > Subject: Re: ITSM 7 on XP
>  > To: arslist@ARSLIST.ORG
>  >
>  >
>  > > It should be ok I think.
>  > >
>  > >  Cheers,
>  > >
>  > >  Sebastiaan
>  > >
>  > >  2007/11/11, Audrey H Franklin <[EMAIL PROTECTED]>:
>  > >  >
>  > >  > Thanks, I am going to try to install ITSM 7.x on my desktop which
>  > > has a
>  > >  > 250 gig hard drive with 2 gb of ram. I already have ARS 7.x running
>  > > on it.
>  > >  >
>  > >  > Do you think this is adequate?
>  > >  >
>  > >  > Thanks,
>  > >  >
>  > >  > Audrey
>  > >  > - Original Message -
>  > >  > From: Sebastiaan De Man <[EMAIL PROTECTED]>
>  > >  > Date: Sunday, November 11, 2007 7:47 am
>  > >  > Subject: Re: ITSM 7 on XP
>  > >  > To: arslist@ARSLIST.ORG
>  > >  >
>  > >  >
>  > >  > > It's actually not on my laptop but a desktop.
>  > >  > >
>  > >  > >  Intel Quad Core, 3 Gb RAM, 500 Gb harddrive.
>  > >  > >
>  > >  > >  On my laptop it runs ok, that's a Core 2 Duo with 2 Gb of memory.
>  > >  > >
>  > >  > >  2007/11/11, Audrey H Franklin <[EMAIL PROTECTED]>:
>  > >  > >  >
>  > >  > >  > Good Morning Sebastian,
>  > >  > >  >
>  > >  > >  > How big is your hard drive and how much ram is installed 
> on your
>  > >  > laptop?
>  > >  > >  >
>  > >  > >  > Please advise.
>  > >  > >  >
>  > >  > >  > Audrey
>  > >  > >  >
>  > >  > >  > [EMAIL PROTECTED]
>  > >  > >  >
>  > >  > >  > - Original Message -
>  > >  > >  > From: Sebastiaan De Man <[EMAIL PROTECTED]>
>  > >  > >  > Date: Sunday, November 11, 2007 3:55 am
>  > >  > >  > Subject: Re: ITSM 7 on XP
>  > >  > >  > To: arslist@ARSLIST.ORG
>  > >  > >  >
>  > >  > >  >
>  >  >  > >  > > I am running 7.1, CMDB 2.1 and SRM 2.0 on Vista Ultimate.
>  > It's
>  > >  > running
>  > >  > >  > > on
>  > >  > >  > >  SQL Server 2005 Express and Tomcat 6.0
>  > >  > >  > >
>  > >  > >  > >  It's the fastest Remedy environment I've ever seen, 
> and the
>  > > OS,
>  > >  > > DB and
>  > >  > >  > >  Servlet Engine are all not supported :)
>  > >  > >  > >
>  > >  > >  > >  2007/11/11, Jarl Grøneng <[EMAIL PROTECTED]>:
>  > >  > >  > >  >
>  > >  > >  > >  > Rick,
>  > >  > >  > >  >
>  > >  > >  > >  > Running 7.1,  CMDB 2.1 and Asset 7.02 on my laptop,
>  > > Windows XP
>  > >  > > Pro.
>  > >  > >  > >  > And Oracle XE.
>  > >  > >  > >  >
>  > >  > >  > >  > --
>  > >  > >  > >  > Jarl
>  > >  > >  > >  >
>  > >  > >  > >  > On Nov 11, 2007 3:46 AM, Rick Cook <[EMAIL PROTECTED]>
>  > > wrote:
>  > >  > >  > >  > > **
>  > >  > >  > >  > >
>  > >  > >  > >  > > I know it isn't officially supported, but I have
>  > installed
>  > >  > Remedy
>  > >  > >  > >  > servers on
>  > >  > >  > >  > > XP Pro before.  Is there a reason ARS 7.1.0 or 
> ITSM 7
>  > wouldn't
>  > >  > >  > > run in
>  > >  > >  > >  > that
>  > >  > >  > >  > > environment?
>  > >  > >  > >  > >
>  > >  > >  > >  > > Rick Cook
>  > >  > >  > >  > > Cook Enterprises
>  > >  > >  > >  > > 253-278-4112
>  > >  > >  > >  > >   __20060125___This posting was
>  > submitted
>  > >  > >  > > with HTML
>  > >  > >  > >  > in
>  > >  > >  > >  > > it___
>  > >  > >  > >  >
>  > >  > >  > >  >
>  > >  > >  > >  >
>  > >  > >  >
>  >  >  >
>  > 
> ___
>  > >  > >  > >  > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>  > >  > >  > >  > Platinum Sponsor: www.rmsportal.com ARSlist: "Where 
> the
>  > >  > > Answers Are"
>  > >  > >  > >  >
>  > >  > >  > >
>  > >  > >  >
>  > >  > >  >
>  > >  > >
>  >  
> ___
>  > >  > >  > >  UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>  > >  > >  > >  Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
>  > Answers
>  > >  > > Are"
>  > >  > >  > >
>  > >  > >  >
>  > >  > >  >
>  > >  > >

Re: ITSM 7 on XP

[Rahul AR User]

Hi Audrey,

What we have tried and tested is that if you can have 4gigs of physical
memory in your system, it is a breather for the ITSM installation,
configuration and further usage. Any less will impact the performance of the
application. Secondly, if possible, plan to install the database on another
box, but if you are installing the database on the same box then 4gigs is
what I'll recommend. but if you plan to have everything on one single box,
ARS, ITSM, DB, Mid-Tier, then 4gigs is a must have.

rest depends on your requirement, a fast running system or a running system
or a slow system.

On Nov 11, 2007 9:59 PM, Audrey H Franklin <[EMAIL PROTECTED]> wrote:

> Thanks, Audrey.
>
> - Original Message -
> From: Sebastiaan De Man <[EMAIL PROTECTED]>
>  Date: Sunday, November 11, 2007 10:20 am
> Subject: Re: ITSM 7 on XP
> To: arslist@ARSLIST.ORG
>
>
> > It should be ok I think.
> >
> >  Cheers,
> >
> >  Sebastiaan
> >
> >  2007/11/11, Audrey H Franklin <[EMAIL PROTECTED]>:
> >  >
> >  > Thanks, I am going to try to install ITSM 7.x on my desktop which
> > has a
> >  > 250 gig hard drive with 2 gb of ram. I already have ARS 7.x running
> > on it.
> >  >
> >  > Do you think this is adequate?
> >  >
> >  > Thanks,
> >  >
> >  > Audrey
> >  > - Original Message -
> >  > From: Sebastiaan De Man <[EMAIL PROTECTED]>
> >  > Date: Sunday, November 11, 2007 7:47 am
> >  > Subject: Re: ITSM 7 on XP
> >  > To: arslist@ARSLIST.ORG
> >  >
> >  >
> >  > > It's actually not on my laptop but a desktop.
> >  > >
> >  > >  Intel Quad Core, 3 Gb RAM, 500 Gb harddrive.
> >  > >
> >  > >  On my laptop it runs ok, that's a Core 2 Duo with 2 Gb of memory.
> >  > >
> >  > >  2007/11/11, Audrey H Franklin <[EMAIL PROTECTED]>:
> >  > >  >
> >  > >  > Good Morning Sebastian,
> >  > >  >
> >  > >  > How big is your hard drive and how much ram is installed on your
> >  > laptop?
> >  > >  >
> >  > >  > Please advise.
> >  > >  >
> >  > >  > Audrey
> >  > >  >
> >  > >  > [EMAIL PROTECTED]
> >  > >  >
> >  > >  > - Original Message -
> >  > >  > From: Sebastiaan De Man <[EMAIL PROTECTED]>
> >  > >  > Date: Sunday, November 11, 2007 3:55 am
> >  > >  > Subject: Re: ITSM 7 on XP
> >  > >  > To: arslist@ARSLIST.ORG
> >  > >  >
> >  > >  >
>  >  > >  > > I am running 7.1, CMDB 2.1 and SRM 2.0 on Vista Ultimate.
> It's
> >  > running
> >  > >  > > on
> >  > >  > >  SQL Server 2005 Express and Tomcat 6.0
> >  > >  > >
> >  > >  > >  It's the fastest Remedy environment I've ever seen, and the
> > OS,
> >  > > DB and
> >  > >  > >  Servlet Engine are all not supported :)
> >  > >  > >
> >  > >  > >  2007/11/11, Jarl Grøneng <[EMAIL PROTECTED]>:
> >  > >  > >  >
> >  > >  > >  > Rick,
> >  > >  > >  >
> >  > >  > >  > Running 7.1,  CMDB 2.1 and Asset 7.02 on my laptop,
> > Windows XP
> >  > > Pro.
> >  > >  > >  > And Oracle XE.
> >  > >  > >  >
> >  > >  > >  > --
> >  > >  > >  > Jarl
> >  > >  > >  >
> >  > >  > >  > On Nov 11, 2007 3:46 AM, Rick Cook <[EMAIL PROTECTED]>
> > wrote:
> >  > >  > >  > > **
> >  > >  > >  > >
> >  > >  > >  > > I know it isn't officially supported, but I have
> installed
> >  > Remedy
> >  > >  > >  > servers on
> >  > >  > >  > > XP Pro before.  Is there a reason ARS 7.1.0 or ITSM 7
> wouldn't
> >  > >  > > run in
> >  > >  > >  > that
> >  > >  > >  > > environment?
> >  > >  > >  > >
> >  > >  > >  > > Rick Cook
> >  > >  > >  > > Cook Enterprises
> >  > >  > >  > > 253-278-4112
> >  > >  > >  > >   __20060125___This posting was
> submitted
> >  > >  > > with HTML
> >  > >  > >  > in
> >  > >  > >  > > it___
> >  > >  > >  >
> >  > >  > >  >
> >  > >  > >  >
> >  > >  >
>  >  >
> ___
> >  > >  > >  > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> >  > >  > >  > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
> >  > > Answers Are"
> >  > >  > >  >
> >  > >  > >
> >  > >  >
> >  > >  >
> >  > >
>  
> ___
> >  > >  > >  UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> >  > >  > >  Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
> Answers
> >  > > Are"
> >  > >  > >
> >  > >  >
> >  > >  >
> >  > >  >
> >  >
> ___
> >  > >  > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> >  > >  > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
> > Answers Are"
> >  > >  >
> >  > >
> >  >
> >  > >
>  
> ___
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> > Are"
> >  > >
> >  >
> >  >
> >  >
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Re: Copy ARS Server with ITSM 7 thru database copy?

[Howard Richter]

We do that here all of the time.

On dev we installed all of the apps and then licensed them. Once that
was done, we copied the production database to the dev database and
started up dev.

You need to go in to the cai form to change the pointers from
production to dev, as well as the email form.

But it works great.

Howard

On Nov 12, 2007 2:45 PM, Ben Cantatore <[EMAIL PROTECTED]> wrote:
> **
> Maybe I misread the first post, if you're just copying the db, it should be
> fine, but if you copied the app, then Matt is correct and you will have all
> sorts of issues.  Best way is to install the application and then move the
> DB.
>
> Ben Cantatore
> Remedy Administrator
> Avon
> (914) 935-2946
>
>
> Matthew Perrault <[EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)"
> 
>
> 11/12/2007 02:39 PM
> Please respond to
> arslist@ARSLIST.ORG
>
> [EMAIL PROTECTED]
> cc
> SubjectRe: Copy ARS Server with ITSM 7 thru database copy?
>
>
>
>
>
>
>
> Rabi,
> I would advise against that approach.
> We tried that by doing a full install (and everything was working after
> the install) and moving to a new server/database. So we took a database
> backup of our Dev environment and tried to move it into our QA
> environment. Well, SLM stopped working, CMDB stopped working (the
> reconciliation engine wouldn't run). We couldn't get assets created.
> Simply put it was a problem. So we have now gone back to our original
> dev environment.
>
> If you REALLY want to pursue this avenue, there are three places to make
> changes. The mid-tier configuration, where you specify the Data
> Visualization server, CAI:Application Registry and the "Configure Custom
> Form Info" form. Also, you need to verify you plugin paths in your
> ar.cfg file.
>
> Like I said we tried it and it didn't work. And from what I gathered
> from the convo others had with BMC they will not support that approach
> unless you actually install the apps, integrations and such on the
> actual server and those installations are completely successful.
>
> Matt
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
> Sent: Monday, November 12, 2007 12:15 PM
> To: arslist@ARSLIST.ORG
> Subject: Copy ARS Server with ITSM 7 thru database copy?
>
> I am about to create a development environment for our
> production ARS setup with ITSM 7.
>
> After the software installs, I am planning to copy the
> database from production and dump it on development.
> What kind of cleanup do I have to do afterwards...with
> server name references?
>
> Our production environment has server group setup, not
> in development. I'm hoping when I start development
> server, the ranking form will be removed so I won't
> have to worry about that. Code, as far as I know, is
> not supposed to have hard-coded server name
> references. So I'm expecting an easy database copy.
>
> Please tell me if I'm being too naive here. I haven't
> done database copy since 6.0.x version.
>
> Thanks.
>
> __
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around
> http://mail.yahoo.com
>
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>
> ___
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>
> __20060125___This posting was submitted with HTML in
> it___



-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward

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Re: OSX 10.5 + Safari + ARS 7.1 = :)

[strauss]

Ever since the release of OS X 10.5 the IT trade press (eWeek, ZDNet,
etc.,) has been full of reports of security and compatibility problems,
especially with the default installation of the firewall that replaces
the 10.4 firewall. Basically, a system is much less secure after an
upgrade from 10.4, and requires a lot of obtuse tinkering at the command
line to get it locked back down - something most users will not (or
cannot) do effectively.  Also, they are reporting that file handling has
new problems, with data loss during file moves, and that wireless
connectivity is degraded.  Basically, worse problems than we saw with
the initial release of Vista except for compatibility of apps.  Most
folks here are saying that they will wait until Apple releases some
patches to address these issues before they will upgrade the machines
they depend on to do work - and these are the hard-core, veteran Mac
users saying it!

During the 7.1 beta and since we have also seen better results with
FireFox 2.0 than Safari 3.0.3 beta from OS X 10.4.x against mid-tier
7.1, but have not tried the release version of Safari 3 - no one has
volunteered a system to risk in an upgrade to 10.5.  Before the month is
out, I'll have to upgrade something and test it, but other priorities
beckon.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Russ Grant
Sent: Friday, November 09, 2007 9:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: OSX 10.5 + Safari + ARS 7.1 = :)

Chris,
Do you have a resource where you are getting your information of the
"impaired quality" from OS X 10.5? We are starting to support the Mac OS
and I would like to find out more. Most of the rags I've been reading
have given Apple good reviews on 10.5 although I understand there have
been some upgrade issues.

Also - I've found that FireFox works much better than Safar but I
haven't completed any testing against Mid-Tier yet.

Br,
Russ


>From: strauss <[EMAIL PROTECTED]>
>Reply-To: arslist@ARSLIST.ORG
>To: arslist@ARSLIST.ORG
>Subject: Re: OSX 10.5 + Safari + ARS 7.1 = :)
>Date: Thu, 8 Nov 2007 11:47:44 -0600
>
>...and first you have to consider the growing number of problems with 
>compatibility and security that are cropping up on OS X 10.5.  We 
>tested Safari 3.0.3 beta successfully against 7.1 and were eagerly 
>anticipating the production Safari 3, but now I am in no hurry at all 
>to trash my Macs with 10.5 until Apple gets some serious fixes out.  I 
>guess they diverted way too many resources to new handheld devices, and

>it not only slowed the 10.5 release but seriously impaired the quality 
>of it.  Maybe by the time we actually go live with 7.1...
>
>Christopher Strauss, Ph.D.
>Remedy Database Administrator
>University of North Texas Computing Center http://itsm.unt.edu/
>
>
>   _
>
>   From: Action Request System discussion list(ARSList) 
>[mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian
>   Sent: Thursday, November 08, 2007 11:37 AM
>   To: arslist@ARSLIST.ORG
>   Subject: OSX 10.5 + Safari + ARS 7.1 = :)
>
>
>   **
>
>   Just tested Safari on OSX 10.5 and ARS 7.1 and it works great! I

>submitted this as an enhancement request in 2003. Now we just have to 
>upgrade the operating system on 500 Macs :(
>
>   Brian Sokol
>   Manager, Desktop Services
>   Scholastic Inc.
>   557 Broadway
>   NY, NY 10012
>   (212) 343-6494
>   http://www.Scholastic.com 
>
>   __20060125___This posting was submitted with
HTML 
>in it___
>
>
>___
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Computer Telephony Integration

[Rahul AR User]

Hi All,

One of our client runs a Customer Contact Center and would like to check the
possibilities to integrate AR System with the Telephony, Computer Telephony
Integration. This is required in order to pop-up the caller's personal
information on the screen before the call is answered.

My question is, has anyone done this kind of integration? If the answer is
yes then what all in terms of hardware and software is required for this
integration.

Any help will be highly appreciated.

Thanx and regards
Rahul

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Re: Copy ARS Server with ITSM 7 thru database copy?

[Joe D'Souza]

Neither will Help paths to OTB applications be correctly configured. You
will manually need to configure these manually by altering the paths in the
SHARE:Application Properties form by editing the path to help.

To make EIE work after moving databases, read the note on how to configure
EIE on a server group or a shared database.

Pardon my ignorance, but what is AIE?


Joe D'Souza


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Monday, November 12, 2007 2:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Copy ARS Server with ITSM 7 thru database copy?


Another thing that will not copy correctly with a database is EIE or AIE
- you will have to reinstall it after the move, but that does work.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.15.30/1126 - Release Date: 11/12/2007
12:56 PM

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Re: ARS 7.1 Installation Issue

[Joe D'Souza]

Conrad,

First of all the Admin Tool doesn't connect directly to the database. The AR
Server connects to the database. The Admin tool connects to the AR Server..

So what connection is it that is failing? Is the connection of the AR Server
to the database failing? What errors do you see in the arerror.log file?

Or do you mean the AR Admin tool is failing to connect to the AR Server?


Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Conrad Pereira
Sent: Monday, November 12, 2007 2:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 Installation Issue


Hi Joe,

I solved the first issue and now the arplugin is working. There was a
problem with the LD_LIBRARY_PATH. Now the second issue is what I'm trying to
solve.

> ARERR [90] Cannot establish a network connection to the AR System server :
>  : RPC: Rpcbind failure - RPC: Authentication error
>
> user: Demo,  server: 
>
> Any idea what could be the problem here?

The network connectivity and the database connectivity is all fine. But the
connection from the ARS admin tool to the database is not working. There are
no firewall issues as well.

Cheers,
Conrad

On Nov 12, 2007 6:45 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
> Conrad,
>
> You are getting this error at the time when arplugin is initiating. Its
> indicating that it is looking for a symbol VerifyClassForMajorVersion and
> says this cannot be found in the file libjava.so located at
> /usr/jdk/instances/jdk1.5.0/jre/lib/sparc/.
>
> This could mean that this version of java is incompatible with the version
> of arplugin you are running. Please check the compatibility matrix and
> verify that you are running the correct version of java.
>
> If you run ldd -d on arplugin, it will give you a list of all the shared
> object dependencies or symbols that are not found for the application.
>
> The syntax would be ldd -d //arplugin
>
> Cheers
>
>
>
> Joe D'Souza
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Conrad Pereira
> Sent: Monday, November 12, 2007 1:02 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARS 7.1 Installation Issue
>
>
>
> Hi,
>
> I managed to get through the installation. There seems to be a problem
with
> the Installer file that I downloaded from the BMC Website. I used the CD
of
> ARS 7.1 instead and the installation went off well. Now I have two issues
> and I'm not able to figure out what could be the issue here though the
> LD_LIBRARY_PATH and the ARF-JAVA-CLASSPATH are set properly. The issues
are:
>
> (c) Copyright 2001-2007 BMC Software, Inc.
> ld.so.1: arplugin: fatal: relocation error: file
> /usr/jdk/instances/jdk1.5.0/jre/lib/sparc/libjava.so: symbol
> VerifyClassForMajorVersion: referenced symbol not found
>
>  (ARNOTE 0)
>ARMonitor child process (pid:1576) died with 9. And the signal is 9.
> ./arplugin
>
>  (ARNOTE 0)
>Current ARMonitor child process (pid:1573).
> ./arserverd
>
>  (ARNOTE 0)
>Current ARMonitor child process (pid:1575).
> ./arsvcdsp
>
>  (ARNOTE 0)
>Current ARMonitor child process (pid:1577).
> java
>
>  (ARNOTE 0)
>ARMonitor child process (pid:1578) started.
> ./arplugin
>
> Secondly after the AR System startup Initialization has been completed, I
> cannot login to the Admin Tool. It gives the following error:
>
> ARERR [90] Cannot establish a network connection to the AR System server :
>  : RPC: Rpcbind failure - RPC: Authentication error
>
> user: Demo,  server: 
>
> Any idea what could be the problem here?
>
> Cheers,
> Conrad
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.15.30/1126 - Release Date: 11/12/2007
12:56 PM

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Re: Copy ARS Server with ITSM 7 thru database copy?

[Ben Cantatore]

Maybe I misread the first post, if you're just copying the db, it should 
be fine, but if you copied the app, then Matt is correct and you will have 
all sorts of issues.  Best way is to install the application and then move 
the DB.

Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946



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

11/12/2007 02:39 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Copy ARS Server with ITSM 7 thru database copy?






Rabi,
I would advise against that approach.
We tried that by doing a full install (and everything was working after
the install) and moving to a new server/database. So we took a database
backup of our Dev environment and tried to move it into our QA
environment. Well, SLM stopped working, CMDB stopped working (the
reconciliation engine wouldn't run). We couldn't get assets created.
Simply put it was a problem. So we have now gone back to our original
dev environment.

If you REALLY want to pursue this avenue, there are three places to make
changes. The mid-tier configuration, where you specify the Data
Visualization server, CAI:Application Registry and the "Configure Custom
Form Info" form. Also, you need to verify you plugin paths in your
ar.cfg file.

Like I said we tried it and it didn't work. And from what I gathered
from the convo others had with BMC they will not support that approach
unless you actually install the apps, integrations and such on the
actual server and those installations are completely successful.

Matt

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
Sent: Monday, November 12, 2007 12:15 PM
To: arslist@ARSLIST.ORG
Subject: Copy ARS Server with ITSM 7 thru database copy?

I am about to create a development environment for our
production ARS setup with ITSM 7.

After the software installs, I am planning to copy the
database from production and dump it on development.
What kind of cleanup do I have to do afterwards...with
server name references?

Our production environment has server group setup, not
in development. I'm hoping when I start development
server, the ranking form will be removed so I won't
have to worry about that. Code, as far as I know, is
not supposed to have hard-coded server name
references. So I'm expecting an easy database copy. 

Please tell me if I'm being too naive here. I haven't
done database copy since 6.0.x version.

Thanks.

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Re: Copy ARS Server with ITSM 7 thru database copy?

[strauss]

Another thing that will not copy correctly with a database is EIE or AIE
- you will have to reinstall it after the move, but that does work.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Matthew Perrault
Sent: Monday, November 12, 2007 1:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Copy ARS Server with ITSM 7 thru database copy?

Rabi,
I would advise against that approach.
We tried that by doing a full install (and everything was working after
the install) and moving to a new server/database. So we took a database
backup of our Dev environment and tried to move it into our QA
environment. Well, SLM stopped working, CMDB stopped working (the
reconciliation engine wouldn't run). We couldn't get assets created.
Simply put it was a problem. So we have now gone back to our original
dev environment.

If you REALLY want to pursue this avenue, there are three places to make
changes. The mid-tier configuration, where you specify the Data
Visualization server, CAI:Application Registry and the "Configure Custom
Form Info" form. Also, you need to verify you plugin paths in your
ar.cfg file.

Like I said we tried it and it didn't work. And from what I gathered
from the convo others had with BMC they will not support that approach
unless you actually install the apps, integrations and such on the
actual server and those installations are completely successful.

Matt

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
Sent: Monday, November 12, 2007 12:15 PM
To: arslist@ARSLIST.ORG
Subject: Copy ARS Server with ITSM 7 thru database copy?

I am about to create a development environment for our production ARS
setup with ITSM 7.

After the software installs, I am planning to copy the database from
production and dump it on development.
What kind of cleanup do I have to do afterwards...with server name
references?

Our production environment has server group setup, not in development.
I'm hoping when I start development server, the ranking form will be
removed so I won't have to worry about that. Code, as far as I know, is
not supposed to have hard-coded server name references. So I'm expecting
an easy database copy. 

Please tell me if I'm being too naive here. I haven't done database copy
since 6.0.x version.

Thanks.

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Re: Requestor Console Error - Pls Help

[Matthew Perrault]

Rabi,

Yep. Go to your Assignment Engine configuration. Make sure you have a
record for the Product/Operational/Support Group that you are specifying
on the Request. On that assignment record make sure you have Work Order
Management checked.

 

It's in the Assignment engine.

 

Matt

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rahul AR User
Sent: Monday, November 12, 2007 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Requestor Console Error - Pls Help

 

** 

Has anyone encountered this error 

Pls help - "ARCreateEntry - No groups were found using automated
routing. You need to manually select a group."

 

I am getting this error in the error log when I try to create an entry
thru the Requestor Console. The application is not generating any
request ID rather stuck on the message - "In Process", please
help. 

 

Regards

Rahul

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Re: Copy ARS Server with ITSM 7 thru database copy?

[Matthew Perrault]

Rabi,
I would advise against that approach.
We tried that by doing a full install (and everything was working after
the install) and moving to a new server/database. So we took a database
backup of our Dev environment and tried to move it into our QA
environment. Well, SLM stopped working, CMDB stopped working (the
reconciliation engine wouldn't run). We couldn't get assets created.
Simply put it was a problem. So we have now gone back to our original
dev environment.

If you REALLY want to pursue this avenue, there are three places to make
changes. The mid-tier configuration, where you specify the Data
Visualization server, CAI:Application Registry and the "Configure Custom
Form Info" form. Also, you need to verify you plugin paths in your
ar.cfg file.

Like I said we tried it and it didn't work. And from what I gathered
from the convo others had with BMC they will not support that approach
unless you actually install the apps, integrations and such on the
actual server and those installations are completely successful.

Matt

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
Sent: Monday, November 12, 2007 12:15 PM
To: arslist@ARSLIST.ORG
Subject: Copy ARS Server with ITSM 7 thru database copy?

I am about to create a development environment for our
production ARS setup with ITSM 7.

After the software installs, I am planning to copy the
database from production and dump it on development.
What kind of cleanup do I have to do afterwards...with
server name references?

Our production environment has server group setup, not
in development. I'm hoping when I start development
server, the ranking form will be removed so I won't
have to worry about that. Code, as far as I know, is
not supposed to have hard-coded server name
references. So I'm expecting an easy database copy. 

Please tell me if I'm being too naive here. I haven't
done database copy since 6.0.x version.

Thanks.

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Requestor Console Error - Pls Help

[Rahul AR User]

Has anyone encountered this error
 Pls help - *"ARCreateEntry - No groups were found using automated routing.
You need to manually select a group."*

I am getting this error in the error log when I try to create an entry thru
the Requestor Console. The application is not generating any request ID
rather stuck on the message - "In Process", please help.

Regards
Rahul

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Re: ARS 7.1 Installation Issue

[Conrad Pereira]

Hi Joe,

I solved the first issue and now the arplugin is working. There was a
problem with the LD_LIBRARY_PATH. Now the second issue is what I'm
trying to solve.

> ARERR [90] Cannot establish a network connection to the AR System server :
>  : RPC: Rpcbind failure - RPC: Authentication error
>
> user: Demo,  server: 
>
> Any idea what could be the problem here?

The network connectivity and the database connectivity is all fine.
But the connection from the ARS admin tool to the database is not
working. There are no firewall issues as well.

Cheers,
Conrad

On Nov 12, 2007 6:45 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
> Conrad,
>
> You are getting this error at the time when arplugin is initiating. Its
> indicating that it is looking for a symbol VerifyClassForMajorVersion and
> says this cannot be found in the file libjava.so located at
> /usr/jdk/instances/jdk1.5.0/jre/lib/sparc/.
>
> This could mean that this version of java is incompatible with the version
> of arplugin you are running. Please check the compatibility matrix and
> verify that you are running the correct version of java.
>
> If you run ldd -d on arplugin, it will give you a list of all the shared
> object dependencies or symbols that are not found for the application.
>
> The syntax would be ldd -d //arplugin
>
> Cheers
>
>
>
> Joe D'Souza
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Conrad Pereira
> Sent: Monday, November 12, 2007 1:02 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARS 7.1 Installation Issue
>
>
>
> Hi,
>
> I managed to get through the installation. There seems to be a problem with
> the Installer file that I downloaded from the BMC Website. I used the CD of
> ARS 7.1 instead and the installation went off well. Now I have two issues
> and I'm not able to figure out what could be the issue here though the
> LD_LIBRARY_PATH and the ARF-JAVA-CLASSPATH are set properly. The issues are:
>
> (c) Copyright 2001-2007 BMC Software, Inc.
> ld.so.1: arplugin: fatal: relocation error: file
> /usr/jdk/instances/jdk1.5.0/jre/lib/sparc/libjava.so: symbol
> VerifyClassForMajorVersion: referenced symbol not found
>
>  (ARNOTE 0)
>ARMonitor child process (pid:1576) died with 9. And the signal is 9.
> ./arplugin
>
>  (ARNOTE 0)
>Current ARMonitor child process (pid:1573).
> ./arserverd
>
>  (ARNOTE 0)
>Current ARMonitor child process (pid:1575).
> ./arsvcdsp
>
>  (ARNOTE 0)
>Current ARMonitor child process (pid:1577).
> java
>
>  (ARNOTE 0)
>ARMonitor child process (pid:1578) started.
> ./arplugin
>
> Secondly after the AR System startup Initialization has been completed, I
> cannot login to the Admin Tool. It gives the following error:
>
> ARERR [90] Cannot establish a network connection to the AR System server :
>  : RPC: Rpcbind failure - RPC: Authentication error
>
> user: Demo,  server: 
>
> Any idea what could be the problem here?
>
> Cheers,
> Conrad
>
> __20060125___This posting was submitted with HTML in
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ITSM 7.0.02 Patch 006 - AL error

[strauss]

 
I am still updating customized workflow with the changes made to OOTB
workflow in Patch 006, and have come across at least one active link
changed in 006 that is in error.  It may not affect anything, but in
HPD:INC:VISAction_141_ModifyGoToClosureDlg in the On Open field mapping
for If Action 2 (Open Window), two fields were mapped to the same value:

Product Model/Version mapped to $Product Model/Version$
Product Name was ALSO mapped to $Product Model/Version$ - should have
been to $Product Name$

It is correct on the Close Window mapping, so there may not be a real
problem with it, but anyone who uses this workflow OOTB might want to
correct that.  I disable all of these and have custom versions that also
pass values for Login_Id and Corporate ID.  Patch 006 added mappings for
Categorization Tiers 1-3 and Product Categorization Tiers 1-3 plus model
and name, and Manufacturer, to all On Open and On Close actions.

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

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Re: IM 7: Do you have this filter? INT:HPDSLM:INC:SetSLMTableParameter_100

[Rabi Tripathi]

I see that I do have a similar filter for Change Mgmt.
I want to say patch 3 has this filter missing, but
Matt would disagree, so I don't know what to make of
if.

I got a copy of this filter from BMC, so I will import
it.

Thanks Michael and Matt.

--- "Carpenter, Michael" <[EMAIL PROTECTED]>
wrote:

> 
> I am in the process of installing a server from
> scratch and this is what
> I observed:
>  
> (AR System Server 7.1.00)
> After installing IM, PM, CM 7.0.02, there were no
> INT:HPDSLM:* filters
> After installing SLM 7.0.03 and the AR System
> Integrations, there were
> 17  INT:HPDSLM:* filters installed, but not the
> filter in question
> After installing ITSM Patch 006, the
> "INT:HPDSLM:INC:SetSLMTableParameter_100" filter
> showed up
>  
>  
> Michael
> 
> 
> 
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Matt
> Ferrigno
> Sent: Thursday, November 08, 2007 1:33 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: IM 7: Do you have this filter?
> INT:HPDSLM:INC:SetSLMTableParameter_100
> 
> 
> ** 
> I have it OOTB, IM 7.0.1 patch 003
> 
> 
>  
> On 11/8/07, Rabi Tripathi <[EMAIL PROTECTED]>
> wrote: 
> 
>   If you have Incident Management 7, can you tell me
> if
>   you have this out of box filter or not?
>   INT:HPDSLM:INC:SetSLMTableParameter_100 
>   
>   And tell me your IM version/patch. Mine is 7.0.2
> p5.
>   
>   I'm told it's supposed to be there, but my
>   installation doesn't have it. This is related to
>   'SLMLookupTblKeyword' field on incidents being 
>   blank...issue I reported recently.
>   
>   Thanks.
>   
>   __
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>   
>   
>

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> 
> 
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> submitted with HTML in
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Server Group with load balancer. Config parameters related to server name?

[Rabi Tripathi]

**If this post becomes a duplicate, I apologize.
Another one was sanitized, says yahoo, and hasn't
turned up yet. This one doesn't have real looking
URLs, so should go through**

This one is for those of you running a server group
with load balancer(s). I'm trying to make sure
settings for 'server name', 'server connect name' etc
parameters right.

I have 2 ARS Servers (ARS1, ARS2) and 2 Midtier
Servers (MT1, MT2). 

The idea is to have a load balancer ARSLB in front of
ARS1 and ARS2 and refer to this combination with DNS
name ARSServer.

Then have MT1 and MT2 point to server ARSServer. And
have a load balancer (MTLB) in front of MT1 and MT2
and have a name, say, Remedy, resolve to this
combination.

I already have load balancer MTLB in front of Midtier
servers and "Remedy" resolves to the mid-tier
combination fine. I do NOT have ARSLB configured in
front of ARS1, ARS2 yet. Server Group Ranking form has
higher rank for ARS1 for all operations.

Admin operations (done on ARS1) are very slow and some
days time out consistently. On troubleshooting, some
configuration parameters seem out of whack.

This is how ar.conf looks in ARS1--
Server-Connect-Name:ARS1
IP-Name: ARS1
IP-Name: ARS1 DOT company DOT com
Map-IP-Address: 10.3.3.6

In ARS2--
Server-Name: Remedy
Server-Connect-Name: ARS2
IP-Name: ARS2
IP-Name: ARS2 DOT company DOT com
Map-IP-Address: 10.3.3.7

Note the discrepancy in Server-Name between the two
(ARS1 doesn't have any), and also the fact that
"Remedy" is the alias that we want to resolve to the
Midtier combination, not ARS server combination. It
also happens to match the Server Group Name.

I am working on making some corrections. Can somebody
validate this new scenario:

ar.conf for ARS1.
Server-Name:ARSServer  <--- change
Server-Connect-Name:ARS1
IP-Name: ARS1
IP-Name: ARS1 DOT company DOT com
Map-IP-Address: 10.3.3.6

ar.conf for ARS2
Server-Name:ARSServer  

Re: Copy ARS Server with ITSM 7 thru database copy?

[Ben Cantatore]

Its pretty straight forward, just need to make sure you fix your email 
configuration to point at your dev mailbox, and fix your people, user 
data.

Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946



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

11/12/2007 01:14 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Copy ARS Server with ITSM 7 thru database copy?






I am about to create a development environment for our
production ARS setup with ITSM 7.

After the software installs, I am planning to copy the
database from production and dump it on development.
What kind of cleanup do I have to do afterwards...with
server name references?

Our production environment has server group setup, not
in development. I'm hoping when I start development
server, the ranking form will be removed so I won't
have to worry about that. Code, as far as I know, is
not supposed to have hard-coded server name
references. So I'm expecting an easy database copy. 

Please tell me if I'm being too naive here. I haven't
done database copy since 6.0.x version.

Thanks.

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Copy ARS Server with ITSM 7 thru database copy?

[Rabi Tripathi]

I am about to create a development environment for our
production ARS setup with ITSM 7.

After the software installs, I am planning to copy the
database from production and dump it on development.
What kind of cleanup do I have to do afterwards...with
server name references?

Our production environment has server group setup, not
in development. I'm hoping when I start development
server, the ranking form will be removed so I won't
have to worry about that. Code, as far as I know, is
not supposed to have hard-coded server name
references. So I'm expecting an easy database copy. 

Please tell me if I'm being too naive here. I haven't
done database copy since 6.0.x version.

Thanks.

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Server Group with load balancer. Config parameters related to server name?

[Rabi Tripathi]

This one is for those of you running a server group
with load balancer(s). I'm trying to make sure
settings for 'server name', 'server connect name' etc
parameters right.

I have 2 ARS Servers (ARS1, ARS2) and 2 Midtier
Servers (MT1, MT2). 

The idea is to have a load balancer ARSLB in front of
ARS1 and ARS2 and refer to this combination with DNS
name ARSServer.

Then have MT1 and MT2 point to server ARSServer. And
have a load balancer (MTLB) in front of MT1 and MT2
and have a name, say, Remedy, resolve to this
combination.

I already have load balancer MTLB in front of Midtier
servers and "Remedy" resolves to the mid-tier
combination fine. I do NOT have ARSLB configured in
front of ARS1, ARS2 yet. Server Group Ranking form has
higher rank for ARS1 for all operations.

Admin operations (done on ARS1) are very slow and some
days time out consistently. On troubleshooting, some
configuration parameters seem out of whack.

This is how ar.conf looks in ARS1--
Server-Connect-Name:ARS1
IP-Name: ARS1
IP-Name: ARS1.company.com
Map-IP-Address: 10.3.3.6

In ARS2--
Server-Name: Remedy
Server-Connect-Name: ARS2
IP-Name: ARS2
IP-Name: ARS2.company.com
Map-IP-Address: 10.3.3.7

Note the discrepancy in Server-Name between the two
(ARS1 doesn't have any), and also the fact that
"Remedy" is the alias that we want to resolve to the
Midtier combination, not ARS server combination. It
also happens to match the Server Group Name.

I am working on making some corrections. Can somebody
validate this new scenario:

ar.conf for ARS1.
Server-Name:ARSServer  <--- change
Server-Connect-Name:ARS1
IP-Name: ARS1
IP-Name: ARS1.company.com
Map-IP-Address: 10.3.3.6

ar.conf for ARS2
Server-Name:ARSServer  

Re: RUG update

[arslist]

there are photos available at www.wwrug.org
I haven't captioned them all yet, just got back.
(link is BUW2007 on the left).
... Daniel

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: November 1, 2007 5:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: RUG update


** 
Rick,
 
Please do post some photographs if you have any. It would be nice to put a
picture to email addresses and names we have been seeing here. If anyone has
videos that they can put online of any precious moments (especially the
karaoke session if there is one!) please share it with us who have not been
fortunate to attend..
 
Cheers
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rick Cook
Sent: Thursday, November 01, 2007 3:00 PM
To: arslist@ARSLIST.ORG
Subject: RUG update


** 
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 enough.
 
More later, just wanted to whet your appetites!
 
Rick Cook

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UK Contract & Permanent Opportunities

[Matthew Sibley]

Hi All

 

Fusion currently has the following openings in the UK (London & SE).
Full salary and benefits & jobspec provided upon application.
Application's welcome from overseas candidates.

 

1.  Senior Remedy Consultant - permanent role to analyze, design,
architect and implement BMC Remedy solutions (ARS, ITSM6, ITSM7) for our
customers. We are looking for an experienced Remedy Consultant with
strong customer facing skills and the ability to develop or enhance
their project management skills. Full training in ITSM7, CMDB, ITIL and
Prince 2 will be provided as required by your experience. The experience
required for the role: 3+ yrs ARS development, ITSM implementation
experience and exposure to analyzing customer requirements & designing
solutions. 

 

2.  Senior Support Consultant - permanent role to analyze,
troubleshoot and create solutions our customer's Remedy ARS and ITSM
problems, including hands-on development of new workflow for customers.
Fusion has the largest dedicated UK Remedy Support Center and has a
highly experienced team providing 24/7, application and managed support
services to our blue-chip client base. To be successful the ideal
candidate will have a Remedy development background/Senior Remedy
troubleshooting background, broad IT experience e.g. understands
different databases, different operating systems and possess excellent
communication skills. Training opportunities will be provided across all
facets of the role. 

 

3.  Senior Remedy Consultant - contract role to head-up a virtual
team to deliver a specific work stream centered around web enabling
global ARS7 applications. Project management, ARS development (mid tier
essential) & customer relationship building skills required for this
long term (9 months +) contract opportunity based in the South.
Excellent rates available.

 

If anyone is interested or just wants to find out a bit more please
don't hesitate to email me offline with any questions and I'll be happy
to answer them. 

 

Regards

 

Matthew Sibley

Resource Manager

Fusion Business Solutions (UK) Ltd

 

Mobile: +44 (0)7814 410123

Office: +44 (0) 20 8814 4888

 

Fusion Business Solutions (UK) Ltd.

Unit 1, Wallbrook Business Centre

Green Lane, Hounslow

TW4 6NW

 

www.fusion.co.uk

 

Following on from last year's successful events ... please join us for
the Fusion User Groups on 20th Nov in Birmingham or 22nd Nov in London.
Ask your account manager for more details 

 

 


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Re: CMDB

[Easter, David]

All BMC documentation is also available on Support Central.  CMDB,
specifically, can be found at:

http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_1969
5_141389_0,00.html

as well as in the areas for products with which it is included. 

-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 Help Metoo
Sent: Monday, November 12, 2007 8:26 AM
To: arslist@ARSLIST.ORG
Subject: CMDB

Is there a PDF of the CMDB documentation? Can some forward it to me? I
need to bone up for an interview. Thanks


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Re: CMDB

[Drew Shuller]

I sent a couple of docs off-line.

Drew


On Mon, 12 Nov 2007, Help Metoo wrote:


Is there a PDF of the CMDB documentation? Can some forward it to me? I
need to bone up for an interview. Thanks

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CMDB

[Help Metoo]

Is there a PDF of the CMDB documentation? Can some forward it to me? I
need to bone up for an interview. Thanks

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Re: ARS 7.x with CM 5.6

[Easter, David]

That is correct.  Standard BMC policy is to support the current version
and 2 releases back.  When 7.5 is released, 6.3 would be considered the
"Current minus 3" release.  (i.e. 7.5.00 and 7.1.00 would be fully
supported and 7.0.01 would be on limited support.  6.3 would be
unsupported.)
 
http://www.bmc.com/info_center_support/overview/0,,19097_4736154_4073759
6,00.html
 
"Policy for BMC Software Products 

BMC Software provides Full Support for the current version/release of
all its products as well as one release preceding it (C-1).
Additionally, BMC Software will provide Limited Support to the C-2
release for 12 months after the current release has been made available.
Regardless of the number of supported releases, BMC Software will always
provide at least Limited Support for a version/release for a period of
at least 24 months from the date on which the version/release became
generally available (GA)."

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, November 12, 2007 7:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.x with CM 5.6


** 
Richard,
 
If I remember right, David Easter did mention on one of his recent posts
not more than a week or so ago, that 7.5 would hit the road somewhere
mid-2008? So that would make 6.3 more than 3 major versions old..
 
Cheers



Joe D'Souza


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Richard Crosby
Sent: Monday, November 12, 2007 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.x with CM 5.6


** 

Thanks for the feedback gents. I'm not sure I am sold on
upgrading the server from 6.3 to 7.1 at the moment. Although, I get that
it makes sense to do an ITSM/ARS upgrade in piecemeal, I think I will
wait for 7.1 to stabilize. I am not getting a warm-fuzzy about 7.1 after
reading various posts in ARSList. :-) 

 

On a related side-note, does anyone know when 6.3 support ends?
When 7.5 is released...? :p


Richard

__20060125___This posting was submitted with HTML in
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Re: ARS 7.x with CM 5.6

[Joe D'Souza]

Richard,

If I remember right, David Easter did mention on one of his recent posts not
more than a week or so ago, that 7.5 would hit the road somewhere mid-2008?
So that would make 6.3 more than 3 major versions old..

Cheers


Joe D'Souza


  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Richard Crosby
  Sent: Monday, November 12, 2007 10:05 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: ARS 7.x with CM 5.6


  **
  Thanks for the feedback gents. I’m not sure I am sold on upgrading the
server from 6.3 to 7.1 at the moment. Although, I get that it makes sense to
do an ITSM/ARS upgrade in piecemeal, I think I will wait for 7.1 to
stabilize. I am not getting a warm-fuzzy about 7.1 after reading various
posts in ARSList. J



  On a related side-note, does anyone know when 6.3 support ends? When 7.5
is released…? :p


  Richard

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.15.30/1125 - Release Date: 11/11/2007
9:50 PM

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Re: ARS 7.1 Installation Issue

[Joe D'Souza]

Conrad,

You are getting this error at the time when arplugin is initiating. Its
indicating that it is looking for a symbol VerifyClassForMajorVersion and
says this cannot be found in the file libjava.so located at
/usr/jdk/instances/jdk1.5.0/jre/lib/sparc/.

This could mean that this version of java is incompatible with the version
of arplugin you are running. Please check the compatibility matrix and
verify that you are running the correct version of java.

If you run ldd -d on arplugin, it will give you a list of all the shared
object dependencies or symbols that are not found for the application.

The syntax would be ldd -d //arplugin

Cheers


Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Conrad Pereira
Sent: Monday, November 12, 2007 1:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 Installation Issue


Hi,

I managed to get through the installation. There seems to be a problem with
the Installer file that I downloaded from the BMC Website. I used the CD of
ARS 7.1 instead and the installation went off well. Now I have two issues
and I'm not able to figure out what could be the issue here though the
LD_LIBRARY_PATH and the ARF-JAVA-CLASSPATH are set properly. The issues are:

(c) Copyright 2001-2007 BMC Software, Inc.
ld.so.1: arplugin: fatal: relocation error: file
/usr/jdk/instances/jdk1.5.0/jre/lib/sparc/libjava.so: symbol
VerifyClassForMajorVersion: referenced symbol not found

 (ARNOTE 0)
   ARMonitor child process (pid:1576) died with 9. And the signal is 9.
./arplugin

 (ARNOTE 0)
   Current ARMonitor child process (pid:1573).
./arserverd

 (ARNOTE 0)
   Current ARMonitor child process (pid:1575).
./arsvcdsp

 (ARNOTE 0)
   Current ARMonitor child process (pid:1577).
java

 (ARNOTE 0)
   ARMonitor child process (pid:1578) started.
./arplugin

Secondly after the AR System startup Initialization has been completed, I
cannot login to the Admin Tool. It gives the following error:

ARERR [90] Cannot establish a network connection to the AR System server :
 : RPC: Rpcbind failure - RPC: Authentication error

user: Demo,  server: 

Any idea what could be the problem here?

Cheers,
Conrad

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Re: ARS Chat Integration

[Wangler, Dan]

Rob

 

We are just now integrating the Webex WebACD product into our help desk
application for CHAT.  The company already has Webex and the WebACD was
no additional charge.

 

We have integrated it into some of our Web submit pages.  As the
customer fills out and submits a Web ticket, we intercept and pop up a
dialog that says we have CHAT support of the selected product.  If the
customer selects Yes, we open a window into the web based WebACD.  If
the customer selects No, the processing concludes.

 

Dan

 

Dan Wangler,   Team Lead,  STARS Group

Phone: 214-567-8304; email: [EMAIL PROTECTED]  

Client/Server Services, IT Opeations

Texas Instruments, Inc.

6500 Chase Oaks Blvd., MS 8401

Plano, Texas, 75023 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tucker, Rob
Sent: Monday, November 12, 2007 8:50 AM
To: arslist@ARSLIST.ORG
Subject: ARS Chat Integration

 

 

Hello All:

 

Has anyone done a java based chat integration with Remedy? Anything
product you prefer over another?

 

I'm looking to replace a product called 'Right Now' so call center
agents would see requested chats, pick them from a queue which would
create an incident, then on close the content of the chat would be
dumped into the incident worklog.

 

Thanks!

 

-Rob

 

Rob Tucker

New Edge Networks

__20060125___This posting was submitted with HTML in
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Re: Mid-Tier displays GMT time

[LJ LongWing (Head)]

Mid-Tier displays time based on either the preference record of the user in
question, or based on the TimeZone of the server.  If your users don't have
preference records it defaults to server.  if your Server is set as GMT,
then so will your Mid-Tier 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thirumavalavan Muthusamy NCS
Sent: Monday, November 12, 2007 12:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier displays GMT time

Hi Eli and Listers,

Is there any way we can configure the mid-tier not to auto-adjust the time
to GMT?


Regards
Thiru 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Elinore AR
Sent: Friday, November 09, 2007 6:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier displays GMT time

Hi,

Just deduct 28800 from your Start and End Dates when doing query on the web
if you don't want the Mid-Tier to auto-adjust the time to GMT:

'Create Date' >= ("10/01/2007 00:00:00 AM" - 28800) AND 'Create Date'
< ("11/01/2007 00:00:00 AM" - 28800)

Cheers!

~ Eli ~


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Re: ARS 7.x with CM 5.6

[Richard Crosby]

Thanks for the feedback gents. I'm not sure I am sold on upgrading the
server from 6.3 to 7.1 at the moment. Although, I get that it makes
sense to do an ITSM/ARS upgrade in piecemeal, I think I will wait for
7.1 to stabilize. I am not getting a warm-fuzzy about 7.1 after reading
various posts in ARSList. :-) 

 

On a related side-note, does anyone know when 6.3 support ends? When 7.5
is released...? :p


Richard

 

 


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OT: Flying

[Heider, Stephen]

Slightly off-topic.   I was thinking of Remedy at the time  :)

 

 

Stephen 

Remedy Skilled Professional

 


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ARS Chat Integration

[Tucker, Rob]

 
Hello All:
 
Has anyone done a java based chat integration with Remedy? Anything
product you prefer over another?
 
I'm looking to replace a product called 'Right Now' so call center
agents would see requested chats, pick them from a queue which would
create an incident, then on close the content of the chat would be
dumped into the incident worklog.
 
Thanks!
 
-Rob
 
Rob Tucker
New Edge Networks

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Method to introduce new Field in Requester console

[Muhammed, Siraj]

Hi Listers,

 

We need to introduce a new field in  RQC:ServiceRequestWizard (Requester
console new request). The end user will fill the field with data and the
data has to be stored in HPD:Help Desk when the ticket creation
completes.

We Created the " External Customer Name" field in
"RQC:ServiceRequestWizard","SRM:Request","SRM:AppInstanceBridge","HPD:In
cidentInteface_Create","HPD:Help Desk" 

Also added this field in the push field action of
"RQC:RQW:Submit_110_SubmitRequest"set field action of
"SRM:AOI:GetSRFieldValues" to set the value in "SRM:AppInstanceBridge"
form. Again we have included the fields in the push field action of
"HPD:HII:CreateIncident_100`!"(These actions are done as per the log we
analyzed)

 

The problem here is we can move the data which enter in the
"RQC:ServiceRequestWizard" till SRM:Request form after that the data
cannot move from SRM:Request till HPD:Helpdesk.

 

Please give us the method to move the data from SRM:Request till
HPD:Helpdesk if some one has implemented this before

 

Regards,

 

Siraj P M 

 

 



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