Method to introduce new Field in Requester console
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_SubmitRequestset 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 This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
OT: Flying
Slightly off-topic. I was thinking of Remedy at the time :)
Stephen
Remedy Skilled Professional
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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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Mid-Tier displays GMT time
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 ~ ___ 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
Re: ARS Chat Integration
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] mailto:[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 it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARS 7.1 Installation Issue
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 /complete path to arplugin/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 : servername : RPC: Rpcbind failure - RPC: Authentication error user: Demo, server: servername Any idea what could be the problem here? Cheers, Conrad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
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. 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARS 7.x with CM 5.6
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 it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
CMDB
Is there a PDF of the CMDB documentation? Can some forward it to me? I need to bone up for an interview. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: CMDB
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 ___ 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: CMDB
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 ___ 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
UK Contract Permanent Opportunities
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: RUG update
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 __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
Server Group with load balancer. Config parameters related to server name?
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 change Server-Connect-Name: ARS2 IP-Name: ARS2 IP-Name: ARS2.company.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 see with the new plan? ARS 7.0.1, p3, ITSM 7.0.3. Win 2003 with MS SQL 2005. Bonus: I am in the process of preparing 3 servers for development environment. As of now, no plan to have server group/load balancer there, just use one each for db, ars and midtier. I will go with the name similar to ARServerDev. And hope code migrations don't become a headache. Please tell me if you see any issue with my plan. __ 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 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
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 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Copy ARS Server with ITSM 7 thru database copy?
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) arslist@ARSLIST.ORG 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. __ 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 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
Server Group with load balancer. Config parameters related to server name?
**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 change 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 see with the new plan? ARS 7.0.1, p3, ITSM 7.0.3. Win 2003 with MS SQL 2005. Bonus: I am in the process of preparing 3 servers for development environment. As of now, no plan to have server group/load balancer there, just use one each for db, ars and midtier. I will go with the name similar to ARServerDev. And hope code migrations don't become a headache. Please tell me if you see any issue with my plan. __ 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 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: IM 7: Do you have this filter? INT:HPDSLM:INC:SetSLMTableParameter_100
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. __ 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 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __20060125___This posting was submitted with HTML in it___ ___ NOTICE: This communication and any attachments (this message) may contain confidential information for the sole use of the intended recipient(s). Any unauthorized use, disclosure, viewing, copying, alteration, dissemination or distribution of, or reliance on this message is strictly prohibited. If you have received this message in error, or you are not an authorized recipient, please notify the sender immediately by replying to this message, delete this message and all copies from your e-mail system and destroy any printed copies. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __ 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 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ITSM 7.0.02 Patch 006 - AL error
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/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
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 : servername : RPC: Rpcbind failure - RPC: Authentication error user: Demo, server: servername 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 /complete path to arplugin/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 : servername : RPC: Rpcbind failure - RPC: Authentication error user: Demo, server: servername Any idea what could be the problem here? Cheers, Conrad __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
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. __ 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 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: 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/ -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. __ 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 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
Re: Copy ARS Server with ITSM 7 thru database copy?
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) arslist@ARSLIST.ORG 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. __ 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 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
Re: ARS 7.1 Installation Issue
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 : servername : RPC: Rpcbind failure - RPC: Authentication error user: Demo, server: servername 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 /complete path to arplugin/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 : servername : RPC: Rpcbind failure - RPC: Authentication error user: Demo, server: servername 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Copy ARS Server with ITSM 7 thru database copy?
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Computer Telephony Integration
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: OSX 10.5 + Safari + ARS 7.1 = :)
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 http://www.Scholastic.com __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
Re: Copy ARS Server with ITSM 7 thru database copy?
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) arslist@ARSLIST.ORG 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 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 __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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 on XP
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 ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- Regards Rahul ___ UNSUBSCRIBE or access ARSlist Archives at
Re: ITSM 7 on XP
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 ___ 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
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __ 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 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
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 snip 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
OT-Great Minds Think Alike
** Joel * Joel D. Sender Director of Western Operations QMX Support Services, Inc. [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are image001.gif
Re: KM Error on Incident
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 happening is that the link (socket) between the RKM application and the
Re: {Spam?} Re: Copy ARS Server with ITSM 7 thru database copy?
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
snip
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: Roles in Incident Management 7.x: App doesn't match the doc other tidbits
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Looking for a password generator
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) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG 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: {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
snip
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Re: Server Group with load balancer. Config parameters related to server name?
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 change 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 see with the new plan? ARS 7.0.1, p3, ITSM 7.0.3. Win 2003 with MS SQL 2005. Bonus: I am in the process of
Email Engine Poor performance
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) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: {Spam?} Re: Copy ARS Server with ITSM 7 thru database copy?
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
snip
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___
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Re: Looking for a password generator
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: Email Engine Poor performance
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.
Re: ARS 7.1 Installation Issue
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 : servername : 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 : servername : RPC: Rpcbind failure - RPC: Authentication error user: Demo, server: servername 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 /complete path to arplugin/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 : servername : RPC: Rpcbind failure - RPC: Authentication error user: Demo, server: servername Any idea what could be the problem here? Cheers, Conrad __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
Create New Notification using the Notification Engine
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 ~ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: APPLICATION-DELETE-ENTRY
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 cant get
APPLICATION-DELETE-ENTRY to work.
Im calling it from a AL triggered by a button click.
Heres 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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