Re: Form deletion from Remedy

[Jason Miller]

The only other options I can think of would be if you happened to have SQL
or API logging turned on at the time the form was deleted. You could dig
through the logs to find out who deleted the form.

Jason

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Viji.PK
Sent: Tuesday, November 20, 2007 8:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Form deletion from Remedy

Hi All,
These options are applicable from now on(may be for future for tracking).
But my problem is that the form is already deleted and i want to know who
has deleted it.
Is there any other options?
Thanks,
Viji 

-
Thanks,
Viji
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View this message in context:
http://www.nabble.com/Form-deletion-from-Remedy-tf4843261.html#a13870818
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Form deletion from Remedy

[Viji.PK]

Hi All,
These options are applicable from now on(may be for future for tracking).
But my problem is that the form is already deleted and i want to know who
has deleted it.
Is there any other options?
Thanks,
Viji 

-
Thanks,
Viji
-- 
View this message in context: 
http://www.nabble.com/Form-deletion-from-Remedy-tf4843261.html#a13870818
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Change Management Approvers and the CMDB "Approved By" selection on CIs

[Terry Bootsma]

Hello everyone:

CMDB 2.X
ITSM 7.0.2

(But I'm sure the above is probably evident in any CMDB/ITSM supported
combination)

I wanted to solicit any feedback from the list regarding a feature that I
thought would be available, but it turns out that it isn't.

The feature is this.  As you may or may not know, each Class in the CMDB has
a PEOPLE tab on which you can build relationships between the CI and
people/groups.  One of the "roles" that you can specify between the
people/group that you choose and the CI is the "Approved By" role.  (Other
roles are "Owned By", "Used By", "Supported By", etc.).  So, I could have a
server in the BMC.CORE:BMC_ComputerSystem class (Server XYZ) that has a
relationship to a group called "Server Support Group A" with  role specified
as "Approved By".

Now, let's say I create a change request and associate this server (Server
XYZ) to the change request.  You would think that since this server has a
group specified in the "Approved By" role on the people tab, that this group
would automatically be specified as an "Approver" to approve the change
(Server Support Group A should be added as an approver).  However, out of
the box, the Change Management application and Approval Engine do not
perform this function (and this was confirmed by BMC Support).

My point is this WHY have an "Approved By" role in the CMDB for a CI
when it isn't integrated in any fashion to Change Management?  Has anyone
else stumbled across this and/or have you customized the approval engine to
handle this?

Any help/assistance/feedback would be appreciated.

Terry

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Re: External customers viewing tickets

[Carey Matthew Black]

Janet,

IMHO, there is only one way to do "security" and that is "the right way". :)

In ARS, that means access controls in the form of Group membership via
the Group List. Then using those groups in Row Level access on field 1
with fields like 'Submitter' (2), 'Assignee' (4), and the Assignee
Group fields (112,6-60999). Anything that is client based (Active
links/dialogs/table fields/displays), can be circumvented by a
creative/smart user, or even a broken client. However, any data that
is guarded at the ARS server level can not be circumvented by a smart,
creative,  tricky and ... (you get the idea.. uber)... user.

So... start doing the hard work and make an access control model that
works from the ARS server down. That will be as "fool proof" as you
can get in ARS.


Give each Access control Group a Group ID.
Give each user the right 'Group ID's.
Mark each record with the right 'Group ID's and all should be just fine.


BTW: Another approach would be to use a join technique that would let
you not use real ARS Group ID's but map 'Login Name' to some kind of
"Company record" then join that record with the tickets based on
"Company". That could work too, but it means a lot of extra joins and
likely just as much data to be maintained in the long run.

HTH.

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

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


On Nov 20, 2007 8:58 PM, Mahan, Janet L [EQ] <[EMAIL PROTECTED]> wrote:
> **
>
> Thanks for the quick response.  This is basically what I have been doing
> except just allowing them to login to the mid-tier instead of a separate web
> page.  The question my manager is asking is how fool-proof is it that they
> can see only their tickets.  And I can't think of any way to make it mistake
> proof, if I leave out a qualification then they can see tickets they should
> not.  I wanted to make sure there wasn't a mistake proof way out there I was
> not aware of.  Do you think it is better to direct them to a web page
> outside of the mid-tier that displays the information from Remedy?
>
>
> Janet Mahan
> Network Systems Administrator II
> EMBARQ
>
> Voice: 941-766-6199  |  Wireless: 321-356-0128  |  Fax: 941-766-6199
> Email: [EMAIL PROTECTED]



> From: Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] On Behalf Of Mahan, Janet L [EQ]
> Sent: Monday, November 19, 2007 8:47 AM
> To: arslist@ARSLIST.ORG
> Subject: External customers viewing tickets
>
>
>
> I would like to hear how others have reduced the risk of customers being
> able to see another customer's records in Remedy.  We have external
> customers that are wanting to view their tickets and related information.
> One large customer has various departments that it wants to see only their
> departments information while the IT group sees tickets for the entire
> company.  I thought I had this locked down with filters on the customer and
> site name but someone found a hole by doing a partial search.  I have fixed
> that issue but now I am tasked to find the Best Practice for allowing
> customers to view tickets.  Any suggestions are appreciated.
>
> Janet Mahan
> Network Systems Administrator II
> EMBARQ
>
> Voice: 941-766-6199  |  Wireless: 321-356-0128  |  Fax: 941-766-6199
> Email: [EMAIL PROTECTED]

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Re: External customers viewing tickets

[Mahan, Janet L [EQ]]

Thanks for the quick response.  This is basically what I have been doing
except just allowing them to login to the mid-tier instead of a separate
web page.  The question my manager is asking is how fool-proof is it
that they can see only their tickets.  And I can't think of any way to
make it mistake proof, if I leave out a qualification then they can see
tickets they should not.  I wanted to make sure there wasn't a mistake
proof way out there I was not aware of.  Do you think it is better to
direct them to a web page outside of the mid-tier that displays the
information from Remedy?

Janet Mahan 
Network Systems Administrator II 
EMBARQ 
  
Voice: 941-766-6199  |  Wireless: 321-356-0128  |  Fax: 941-766-6199 
Email: [EMAIL PROTECTED] 
  
Voice | Data | Internet | Wireless | Entertainment 
  
This e-mail is the property of EMBARQ and may contain confidential and
privileged material for the sole use of the intended recipient(s). Any
review, use, distribution or disclosure by others is strictly
prohibited. If you are not the intended recipient (or authorized to
receive for the recipient), please contact the sender and delete all
copies of the message.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wangler, Dan
Sent: Monday, November 19, 2007 2:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: External customers viewing tickets


** 

Rick

 

This is basically what we are proposing.  The customer will see his
tickets or his groups tickets in a table field.  Click on it to open a
display only form to show him what we want him to see.  Give him the
same form if he wants to submit a ticket and also provide a customer
survey display  only form for him.  Active Links would push/pull
information to/from our main forms to the display only forms.  That way
we control what he sees.

 

Dan

 

Dan Wangler,   Team Lead,  STARS Group

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

Client/Server Services, IT Opeations

Texas Instruments, Inc.

6500 Chase Oaks Blvd., MS 8401

Plano, Texas, 75023 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Monday, November 19, 2007 1:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: External customers viewing tickets

 

** 

Good idea, Dan.  I think I would lock it down further by doing what ITSM
does - show the user's tickets in a table field, and restrict (if you
wish) their ability to open the individual items from that in a Dialog
only.  Give them columns that show the Status and other basic info, and
maybe a means to view the work log, if you want that exposed to the
customer. 

 

Rick
 

On 11/19/07, Wangler, Dan <[EMAIL PROTECTED]> wrote: 

** 

Janet

 

We are faced with the same issue.  We want an external facing web page
but we don't want users of that web page from accessing any one else's.
An aproach we are taking is to direct the customer to a control panel
and restrict what he can see through Active Links.  We are still
discussing how we will allow the external to access the page, whether to
punch wholes in the firewall or use reverse proxy.  But, the customer
will have only one url he can access and only after he logs ins (he will
have to register with us first).  That web page will produce a control
panel.  Since the customer logged in, we will show him only his tickets
and, if he is part of a group, tickets pertaining to his group.  If he
tries to view a ticket submitted by someone else, it will fail our
qualification and will produce no records. 

 

 

Hope this gives you some idea.

 

Dan

Dan Wangler,   Team Lead,  STARS Group

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

Client/Server Services, IT Opeations 

Texas Instruments, Inc.

6500 Chase Oaks Blvd., MS 8401 

Plano , Texas, 75023 

 



From: Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] On Behalf Of Mahan, Janet L [EQ]
Sent: Monday, November 19, 2007 8:47 AM
To: arslist@ARSLIST.ORG 
Subject: External customers viewing tickets

 

I would like to hear how others have reduced the risk of customers being
able to see another customer's records in Remedy.  We have external
customers that are wanting to view their tickets and related
information.  One large customer has various departments that it wants
to see only their departments information while the IT group sees
tickets for the entire company.  I thought I had this locked down with
filters on the customer and site name but someone found a hole by doing
a partial search.  I have fixed that issue but now I am tasked to find
the Best Practice for allowing customers to view tickets.  Any
suggestions are appreciated. 

Janet Mahan 
Network Systems Administrator II 
EMBARQ 
  
Voice: 941-766-6199  |  Wireless: 321-356-0128  |  Fax: 941-766-6199 
Email: [EMAIL PROTECTED] 
  

Re: Ranting about Support...again...

[Warren Baltimore]

J.T.

I too have had my share of grief with the current support.  In my dealings
with the good folks at BMC, I learned a couple of things

1.  BMC didn't actually outsource support (although it sure feels that
way).  What they did was offshore it.  The problem is that in making this
HUGE COLLOSAL mistake (IMHO) they lost a TON of knowledge in the form of
long time, highly paid support staff.  The new folks (who by the way are
well paid based on the local wage structures of their locations), no matter
how well meaning and smart, are just not comparable to the old support staff
who knew the product inside and out.

That trigger has been pulled, the bullet has left the chamber and it ain't
coming  back.  BMC is now stuck with a multi year project of rebuilding what
had been a good support structure.

2.  BMC is aware of the issues.  They are working on training these people
(see #1).  But it's going to take a while.

3.  I have found that the folks in charge of support are pretty sensetive to
these issues.  I'd contact them and let them know how ticked off you are.
Put the ball in their court.

4.  To the comment about investors.  Yeah, your right, most don't care where
the money is, but as an investor, we have the right/responsibility to give
our input to the company that we own.  If they screw up, it may mean more
$'s to the investor in the short run, but will the company be around long
term?

Make sure you contact them, let them know your pissed, and hold their feet
to the fire.

Good luck!

Warren


On 11/20/07, Rick Cook <[EMAIL PROTECTED]> wrote:
>
> ** J.T., if you haven't already, I would contact both your sales rep. and
> the Director of BMC Support, Jay Shankar (jay_shankarATbmcDOTcom<[EMAIL 
> PROTECTED]>),
> with your questions and issues.  I agree that the BMC SLA needs to mean
> something more than it does now, but that's a process that will have to be
> discussed at an individual customer level.  That's as it should be, to an
> extent - that's what the concept of an SL Agreement is - a mutually agreed
> upon set of goals, deliverables, and actions.
>
> Jay said that they were trying to improve things - let's see what she has
> to say about your situation.  I wish you well.
>
> Rick
>
>  On 11/20/07, Davies, J.T. <[EMAIL PROTECTED]> wrote:
> >
> > ** Don't mind me...I'm just standing in the corner blowing off steam...
> >
> > I guess BMC's initial response SLA (which is published on their website
> > (1)) doesn't mean the bits and bytes they're coded with anymore...  I put in
> > an issue on 11/15 (as severity 4-Low)...and have yet to receive confirmation
> > - 5 calendar days and counting...30 business hours and counting...  I think
> > I get better response from a mushroom.
> >
> > With the amount that we all pay for direct support...and the disregard
> > for the advertised benefits in return for the paid maintenance fees...has
> > anyone investigated about possible legal remedies/actions?  Had I not known
> > what's going on with support (by merely monitoring this list), I'd suspect
> > there are some activities in fraud happening: Charge customer for a promised
> > benefit/delivery...but fall way short of that benefit (if delivering at
> > all.)  Stepping back, doesn't it sound like something unintentionally fishy?
> >
> >
> > I read (occasionally) that BMC is aware of the problem...but my huge
> > question is: What's being done about it and when will it be implemented?
> > I'm tired of waiting.  My problems aren't getting solved (let alone
> > responded to)...and the responses are mostly "Try this new patch that will
> > be out next week.  That might fix the issue."
> >
> > If anyone asked me about Remedy, I used to confidently say it's a
> > phenomenal product and would recommend it highly.  These days, the product
> > is good, but with the current state of the support structure, I wouldn't
> > give my recommendation anymore.  It's abysmal.
> >
> > I work at a company that out-sourced first-line support (like many
> > companies.)  Our support numbers went into the tank (like most companies.)
> > It got to the point where our customers were leaving faster than we were
> > bringing in new.  Management immediately reversed course and now we're back
> > to an ideal situation.  It seems to me the same needs to happen here.
> > Unfortunately, there aren't a lot of equally identical and powerful products
> > like Remedy out on the market...and the cost to switch would be nearly
> > prohibitive.
> >
> > My question is: How can we - as unhappy customers - initiate (or
> > continue) the change?   If we - as customers - continue to pay the yearly
> > maintenance fees and continue to purchase the additional licensing to
> > support growth of our applications, what benefit does BMC have to change the
> > status quo of support?  I can't see any...they'll continue to deal with the
> > "squeaky wheels" and appease them -- all the while earning positive returns
> > for the shareholders.  (And who can b

Re: Really bizarre ITSM 7 web issue

[Roger Justice]

Making them an AR Admin is not a vaild test since that is not going to be a 
permission they will have. Also as you stated the WUT works properly.


-Original Message-
From: William Rentfrow <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tue, 20 Nov 2007 4:07 pm
Subject: Re: Really bizarre ITSM 7 web issue


** 
I just confirmed it's somehow tied to permissionsif I make the person an AR 
Administrator it works.

?

The weird part is that they have all the people config permissions (which they 
shouldn't need anyway).


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Roger Justice
Sent: Tuesday, November 20, 2007 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Really bizarre ITSM 7 web issue




** I had a customer with the same issue and support suggested Patch 4 which did 
not work. I know it was to be fixed and if you are not using patch 5 it is ost 
likely fixed with it.


-Original Message-
From: William Rentfrow <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tue, 20 Nov 2007 3:09 pm
Subject: Really bizarre ITSM 7 web issue


** 
I have a few users who are seeing some strange issues.

?

If they are in Incident Management they follow these steps:

?

1.) Select "Create" from the IM console

2.) Search for a Customer record

3.) Select the Customer record

4.) Hit "Modify" to modify the customer record

?

If they use the WUT it works just fine - data displays as expected and they can 
update customer information.

?

In the web - not so much.? They see completely different results.? Most of the 
data (first name, last name, etc) does not fill in.? Some information fills in 
in the wrong spot - for example, part (1 of 3 lines) of the "work address" goes 
into the home address field.? 

?

It's really bizarre.? The one thing I know for sure is that it's related to the 
User ID because the behavior is consistent for that user ID using a browser 
regardless of what machine the person is working on.

?

So far I have done the following to troubleshoot this.

?

1.) Cleared mid-tier cache

2.) Cleared browser cache, cookies, etc

3.) Had the user try multiple machines

4.) I've tried the UID on multiple machines and in the WUT vs. browser.

?

This is really, really weird.

?

William Rentfrow, Principal Consultant

[EMAIL PROTECTED]

C 701-306-6157

O 952-432-0227

?
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Re: Really bizarre ITSM 7 web issue

[William Rentfrow]

I just confirmed it's somehow tied to permissionsif I make the
person an AR Administrator it works.
 
The weird part is that they have all the people config permissions
(which they shouldn't need anyway).



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice
Sent: Tuesday, November 20, 2007 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Really bizarre ITSM 7 web issue


** I had a customer with the same issue and support suggested Patch 4
which did not work. I know it was to be fixed and if you are not using
patch 5 it is ost likely fixed with it.


-Original Message-
From: William Rentfrow <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tue, 20 Nov 2007 3:09 pm
Subject: Really bizarre ITSM 7 web issue


** 
I have a few users who are seeing some strange issues.
 
If they are in Incident Management they follow these steps:
 
1.) Select "Create" from the IM console
2.) Search for a Customer record
3.) Select the Customer record
4.) Hit "Modify" to modify the customer record
 
If they use the WUT it works just fine - data displays as expected and
they can update customer information.
 
In the web - not so much.  They see completely different results.  Most
of the data (first name, last name, etc) does not fill in.  Some
information fills in in the wrong spot - for example, part (1 of 3
lines) of the "work address" goes into the home address field.  
 
It's really bizarre.  The one thing I know for sure is that it's related
to the User ID because the behavior is consistent for that user ID using
a browser regardless of what machine the person is working on.
 
So far I have done the following to troubleshoot this.
 
1.) Cleared mid-tier cache
2.) Cleared browser cache, cookies, etc
3.) Had the user try multiple machines
4.) I've tried the UID on multiple machines and in the WUT vs. browser.
 
This is really, really weird.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 
__20060125___This posting was submitted with HTML in
it___ 


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 !

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Re: Version of Tomcat with Mid-Tier 7.1

[Jason Miller]

Thanks for the info and the heads up regarding  x64.

 

Jason

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Tuesday, November 20, 2007 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version of Tomcat with Mid-Tier 7.1

 

** 

It is still bundling Tomcat 5.5.17, but you should use JRE 1.5.0_12 for all
things 7.1.  Beware the 7.1 mid-tier installer on Windows x64 - it is too
stupid to know that the Apache Tomcat install should go in the Program Files
(x86) directory on a fresh install, but it runs anyway.  This was not a
problem on 7.0.01.x

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ 

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller
Sent: Tuesday, November 20, 2007 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Version of Tomcat with Mid-Tier 7.1

** 

**

Can anybody out there tell me the version of Tomcat (web server and JSP
engine if they are different) that is bundled with MT 7.1?

 

Thanks,

Jason

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Re: Status History....

[Axton]

http://bugs.arswiki.org/show_bug.cgi?id=42

This was recorded as fixed in 7.0.1 p4 and 7.1.  There was a support patch
post patch 3 that addressed the issue.

Axton Grams

On Nov 20, 2007 3:17 PM, Joseph Kasell <[EMAIL PROTECTED]>
wrote:

> I had a similar issue a few weeks ago while developing an escalation.
> There was a discussion about this on this board which referenced an
> arswiki.org entry.  Bottom line is that I downloaded and installed 7.0.01
> patch 5 of the Admin Tool.  The issue cleared up and haven't had a problem
> since.
>
> Joseph Kasell
> Network Management Integrator
> Global Telcom Services
> Navy Federal Credit Union
>
>
>
>
>
> "Kemes, Lisa"
> <[EMAIL PROTECTED]
> LECTRONICS.COM>To
> Sent by: "Action  arslist@ARSLIST.ORG
> Request System cc
> discussion
> list(ARSList)"Subject
> <[EMAIL PROTECTED] Re: Status History
> ORG>
>
>
> 11/20/2007 02:52
> PM
>
>
> Please respond to
> [EMAIL PROTECTED]
>RG
>
>
>
>
>
>
> This is a multi-part message in MIME format.
>
> --_=_NextPart_001_01C82BAE.D37F3686
> Content-Type: text/plain;
> charset="us-ascii"
> Content-Transfer-Encoding: quoted-printable
>
> I finally found it.  The status on this defect is "non reproducible" =20
> =20
> I'll reproduce it for them!!
> =20
> Lisa
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
> Sent: Tuesday, November 20, 2007 2:45 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Status History
>
>
> **=20
> Why am I not able to search on a defect number on the BMC website?
> 
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
> Sent: Tuesday, November 20, 2007 2:34 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Status History
>
>
> **=20
> I see that there is a documented bug on this one: SW00260084=20
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
> Sent: Tuesday, November 20, 2007 2:29 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Status History
>
>
> **=20
> My environment is:
> =20
> AR Server Windows 2003 7.0.1 Patch 3
> User Tool 7.0.1 patch 3
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
> Sent: Tuesday, November 20, 2007 2:26 PM
> To: arslist@ARSLIST.ORG
> Subject: Status History
>
>
> **=20
> I have a status field with "Active" "Inactive" and "Delete" attributes.
> I would like to capture when the record was changed to Inactive on
> another form.  I'm setting a character field to $Status
> History.Inactive.TIME$ on a filter, but when I save the filter it
> changes to $Status History.Active.TIME$.
> =20
> Does anyone know why this would be?
> =20
> Lisa
> __20060125___This posting was submitted with HTML in
> it___ __20060125___This posting was submitted with
> HTML in it___ __20060125___This posting was
> submitted with HTML in it___ __20060125___This
> posting was submitted with HTML in it___=20
>
>
> ___
>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>
> --_=_NextPart_001_01C82BAE.D37F3686
> Content-Type: text/html;
> charset="us-ascii"
> Content-Transfer-Encoding: quoted-printable
>
> **
> 
>  "urn:schemas-microsoft-com:office:office" xmlns:w =3D=20
> "urn:schemas-microsoft-com:office:word">Export Form Data to =
> Excel on Button Action
>  charset=3Dus-ascii">
> 
> 
>  face=3DArial=20
> color=3D#80 size=3D2>I finally found it.  The status on this =
> defect is "non=20
> reproducible"  
>  face=3DArial=20
> color=3D#80 size=3D2> 
>  face=3DArial=20
> color=3D#80 size=3D2>I'll reproduce it for =
> them!!
>  face=3DArial=20
> color=3D#80 size=3D2> 
>  face=3DArial=20
> color=3D#80 size=3D2>Lisa
> 
> 
> From: Action Request System =
> discussion=20
> list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes,=20
> LisaSent: Tuesday, November 20, 2007 2:45 PMTo:=20
> arslist@ARSLIST.ORGSubject: Re: Status=20
> History
> **=20
> 
>  face=3DArial=20
> color=3D#80 size=3D2>Why am I not able to search on a defect number =
> on the BMC=20
> website?  
> 
> 
> From: Action Request System =
> discussion=20
> list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes,=20
> LisaSent: Tuesday, November 2

Re: Version of Tomcat with Mid-Tier 7.1

[strauss]

It is still bundling Tomcat 5.5.17, but you should use JRE 1.5.0_12 for
all things 7.1.  Beware the 7.1 mid-tier installer on Windows x64 - it
is too stupid to know that the Apache Tomcat install should go in the
Program Files (x86) directory on a fresh install, but it runs anyway.
This was not a problem on 7.0.01.x

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ 

 


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller
Sent: Tuesday, November 20, 2007 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Version of Tomcat with Mid-Tier 7.1


** 

**

Can anybody out there tell me the version of Tomcat (web server
and JSP engine if they are different) that is bundled with MT 7.1?

 

Thanks,

Jason

__20060125___This posting was submitted with
HTML in it___ 


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Re: Really bizarre ITSM 7 web issue

[Roger Justice]

I had a customer with the same issue and support suggested Patch 4 which did 
not work. I know it was to be fixed and if you are not using patch 5 it is ost 
likely fixed with it.


-Original Message-
From: William Rentfrow <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tue, 20 Nov 2007 3:09 pm
Subject: Really bizarre ITSM 7 web issue


** 
I have a few users who are seeing some strange issues.

?

If they are in Incident Management they follow these steps:

?

1.) Select "Create" from the IM console

2.) Search for a Customer record

3.) Select the Customer record

4.) Hit "Modify" to modify the customer record

?

If they use the WUT it works just fine - data displays as expected and they can 
update customer information.

?

In the web - not so much.? They see completely different results.? Most of the 
data (first name, last name, etc) does not fill in.? Some information fills in 
in the wrong spot - for example, part (1 of 3 lines) of the "work address" goes 
into the home address field.? 

?

It's really bizarre.? The one thing I know for sure is that it's related to the 
User ID because the behavior is consistent for that user ID using a browser 
regardless of what machine the person is working on.

?

So far I have done the following to troubleshoot this.

?

1.) Cleared mid-tier cache

2.) Cleared browser cache, cookies, etc

3.) Had the user try multiple machines

4.) I've tried the UID on multiple machines and in the WUT vs. browser.

?

This is really, really weird.

?

William Rentfrow, Principal Consultant

[EMAIL PROTECTED]

C 701-306-6157

O 952-432-0227

?
__20060125___This posting was submitted with HTML in it___ 


Email and AIM finally together. You've gotta check out free AOL Mail! - 
http://mail.aol.com

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Version of Tomcat with Mid-Tier 7.1

[Jason Miller]

**

Can anybody out there tell me the version of Tomcat (web server and JSP
engine if they are different) that is bundled with MT 7.1?

 

Thanks,

Jason


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Re: Status History....

[Joseph Kasell]

I had a similar issue a few weeks ago while developing an escalation.
There was a discussion about this on this board which referenced an
arswiki.org entry.  Bottom line is that I downloaded and installed 7.0.01
patch 5 of the Admin Tool.  The issue cleared up and haven't had a problem
since.

Joseph Kasell
Network Management Integrator
Global Telcom Services
Navy Federal Credit Union




   
 "Kemes, Lisa" 
 <[EMAIL PROTECTED] 
 LECTRONICS.COM>To 
 Sent by: "Action  arslist@ARSLIST.ORG 
 Request System cc 
 discussion
 list(ARSList)"Subject 
 <[EMAIL PROTECTED] Re: Status History  
 ORG>  
   
   
 11/20/2007 02:52  
 PM
   
   
 Please respond to 
 [EMAIL PROTECTED] 
RG 
   
   




This is a multi-part message in MIME format.

--_=_NextPart_001_01C82BAE.D37F3686
Content-Type: text/plain;
 charset="us-ascii"
Content-Transfer-Encoding: quoted-printable

I finally found it.  The status on this defect is "non reproducible" =20
=20
I'll reproduce it for them!!
=20
Lisa



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 20, 2007 2:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status History


**=20
Why am I not able to search on a defect number on the BMC website?




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 20, 2007 2:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status History


**=20
I see that there is a documented bug on this one: SW00260084=20



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 20, 2007 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status History


**=20
My environment is:
=20
AR Server Windows 2003 7.0.1 Patch 3
User Tool 7.0.1 patch 3



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 20, 2007 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Status History


**=20
I have a status field with "Active" "Inactive" and "Delete" attributes.
I would like to capture when the record was changed to Inactive on
another form.  I'm setting a character field to $Status
History.Inactive.TIME$ on a filter, but when I save the filter it
changes to $Status History.Active.TIME$.
=20
Does anyone know why this would be?
=20
Lisa
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___ __20060125___This posting was
submitted with HTML in it___ __20060125___This
posting was submitted with HTML in it___=20

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--_=_NextPart_001_01C82BAE.D37F3686
Content-Type: text/html;
 charset="us-ascii"
Content-Transfer-Encoding: quoted-printable

**

Export Form Data to =
Excel on Button Action



I finally found it.  The status on this =
defect is "non=20
reproducible"  
 
I'll reproduce it for =
them!!
 
Lisa


From: Action Request System =
discussion=20
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes,=20
LisaSent: Tuesday, November 20, 2007 2:45 PMTo:=20
arslist@ARSLIST.ORGSubject: Re: Status=20
History
**=20

Why am I not able to search on a defect number =
on the BMC=20
website?  


From: Action Reque

Re: Question: Date and Time Calculation

[Opela, Gary L Contr OC-ALC/ITMA]

Well, I'm not sure how standard bus time works, I've never used it. If
your Application-Bus-Time-Diff returns the result in seconds, then it
will work.

So what you'll need to do is create a test ticket, see what the command
returns, and then do the math yourself to see if it is indeed seconds.
I'm sure it is.

I think if you use the value that application-bus-time-diff generates
that you should be fine.

I can see why you would not want to do resolved - create date because of
weekends and un-supported night hours. I think that you should be fine
though, just try it out and make sure you check the answer against a
manually attained answer.

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211


-Original Message-
From: T. Dee [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, November 20, 2007 2:06 PM
To: [EMAIL PROTECTED]; Opela, Gary L Contr OC-ALC/ITMA
Cc: T. Dee
Subject: Re: Question: Date and Time Calculation

Gary - thanks for your email.

I tried Application-Bus-Time-Diff (see below) - I did a set fields
setting 
the Application-Bus-Time-Diff to an integer field - the result that is
came 
back is 19918.  So to get the actual value do I need to take this value
and 
divide by 86400 ?

$PROCESS$ @@:Application-Bus-Time-Diff "$TIMESTAMP$" "$Date/Time Field$"

Thanks.

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Really bizarre ITSM 7 web issue

[William Rentfrow]

I have a few users who are seeing some strange issues.
 
If they are in Incident Management they follow these steps:
 
1.) Select "Create" from the IM console
2.) Search for a Customer record
3.) Select the Customer record
4.) Hit "Modify" to modify the customer record
 
If they use the WUT it works just fine - data displays as expected and
they can update customer information.
 
In the web - not so much.  They see completely different results.  Most
of the data (first name, last name, etc) does not fill in.  Some
information fills in in the wrong spot - for example, part (1 of 3
lines) of the "work address" goes into the home address field.  
 
It's really bizarre.  The one thing I know for sure is that it's related
to the User ID because the behavior is consistent for that user ID using
a browser regardless of what machine the person is working on.
 
So far I have done the following to troubleshoot this.
 
1.) Cleared mid-tier cache
2.) Cleared browser cache, cookies, etc
3.) Had the user try multiple machines
4.) I've tried the UID on multiple machines and in the WUT vs. browser.
 
This is really, really weird.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 

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Re: ARERR 424 when saving workflow

[Rick Cook]

I just talked to the architecture guy - he confirmed your suspicions and
mine.  The server is known by two different names, and I was only given the
non-standard one.  (D'oh!)  I don't even want to get into why they would do
that...

Thanks, guys!

Rick

"The more complicated the make the plumbing, the easier it is to stop up the
drain"  (Cmdr Montgomery Scott)

On 11/20/07, Peter Romain <[EMAIL PROTECTED]> wrote:
>
> Rick,
>
> If you use a different server name to log into the admin tool than the
> one(s) the server itself recognises then you'll get this error.
>
> You'll also get hard-coded server references in the data dictionary if you
> save workflow like this (active link pushes, for example).
>
> Cheers
>
> Peter
>
>
>
>
> > I copied a Filter from the only server to which I am logged in.  I made
> > some
> > changes to the Filter's Push Fields action and saved the Filter.
> >
> > Whoa, fella, not so fast there.  Got this error:  "Push fields actions
> > that
> > affect entries in other forms can only affect forms on the same server
> in
> > a
> > filter/escalation : 100108 (ARERR 424)."
> >
> > Since there is only one server in play, I don't understand what it's
> > complaining about.  The fields I added to the Push Fields were copied
> from
> > another form, but that form was on the same server as everything
> else.  I
> > tried recreating the Filter from scratch, but I can't save it with any
> > fields - even core fields - without getting the same error.
> >
> > Anybody seen this, and might know the resolution?
> >
> > Rick
> >
> >
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> >
>
>
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Re: Status History....

[Kemes, Lisa]

I finally found it.  The status on this defect is "non reproducible"  
 
I'll reproduce it for them!!
 
Lisa



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 20, 2007 2:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status History


** 
Why am I not able to search on a defect number on the BMC website?




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 20, 2007 2:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status History


** 
I see that there is a documented bug on this one: SW00260084 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 20, 2007 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status History


** 
My environment is:
 
AR Server Windows 2003 7.0.1 Patch 3
User Tool 7.0.1 patch 3



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 20, 2007 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Status History


** 
I have a status field with "Active" "Inactive" and "Delete" attributes.
I would like to capture when the record was changed to Inactive on
another form.  I'm setting a character field to $Status
History.Inactive.TIME$ on a filter, but when I save the filter it
changes to $Status History.Active.TIME$.
 
Does anyone know why this would be?
 
Lisa
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___ __20060125___This posting was
submitted with HTML in it___ __20060125___This
posting was submitted with HTML in it___ 

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Re: Status History....

[Kemes, Lisa]

Why am I not able to search on a defect number on the BMC website?




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 20, 2007 2:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status History


** 
I see that there is a documented bug on this one: SW00260084 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 20, 2007 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status History


** 
My environment is:
 
AR Server Windows 2003 7.0.1 Patch 3
User Tool 7.0.1 patch 3



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 20, 2007 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Status History


** 
I have a status field with "Active" "Inactive" and "Delete" attributes.
I would like to capture when the record was changed to Inactive on
another form.  I'm setting a character field to $Status
History.Inactive.TIME$ on a filter, but when I save the filter it
changes to $Status History.Active.TIME$.
 
Does anyone know why this would be?
 
Lisa
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___ __20060125___This posting was
submitted with HTML in it___ 

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ARS 7.1 Macro - problem

[patrick zandi]

Hello,
With only a couple of days Prior to retirement from the Wonderful, USAF.
Dec 7 - Another day to live in infamy
-- USERTOOL ARS 7.1 -- Using Macro's
If you create a Macro, and then later Build on the Previous Macro (Usertool
Crash and Burn Everytime).
Anyone See this as well ?  is it a logged bug?

-- 
Patrick Zandi

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Re: Status History....

[Kemes, Lisa]

I see that there is a documented bug on this one: SW00260084 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 20, 2007 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status History


** 
My environment is:
 
AR Server Windows 2003 7.0.1 Patch 3
User Tool 7.0.1 patch 3



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 20, 2007 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Status History


** 
I have a status field with "Active" "Inactive" and "Delete" attributes.
I would like to capture when the record was changed to Inactive on
another form.  I'm setting a character field to $Status
History.Inactive.TIME$ on a filter, but when I save the filter it
changes to $Status History.Active.TIME$.
 
Does anyone know why this would be?
 
Lisa
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___ 

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Re: Status History....

[Kemes, Lisa]

My environment is:
 
AR Server Windows 2003 7.0.1 Patch 3
User Tool 7.0.1 patch 3



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 20, 2007 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Status History


** 
I have a status field with "Active" "Inactive" and "Delete" attributes.
I would like to capture when the record was changed to Inactive on
another form.  I'm setting a character field to $Status
History.Inactive.TIME$ on a filter, but when I save the filter it
changes to $Status History.Active.TIME$.
 
Does anyone know why this would be?
 
Lisa
__20060125___This posting was submitted with HTML in
it___ 

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Re: ARERR 424 when saving workflow

[Peter Romain]

Rick,

If you use a different server name to log into the admin tool than the
one(s) the server itself recognises then you'll get this error.

You'll also get hard-coded server references in the data dictionary if you
save workflow like this (active link pushes, for example).

Cheers

Peter




> I copied a Filter from the only server to which I am logged in.  I made
> some
> changes to the Filter's Push Fields action and saved the Filter.
>
> Whoa, fella, not so fast there.  Got this error:  "Push fields actions
> that
> affect entries in other forms can only affect forms on the same server in
> a
> filter/escalation : 100108 (ARERR 424)."
>
> Since there is only one server in play, I don't understand what it's
> complaining about.  The fields I added to the Push Fields were copied from
> another form, but that form was on the same server as everything else.  I
> tried recreating the Filter from scratch, but I can't save it with any
> fields - even core fields - without getting the same error.
>
> Anybody seen this, and might know the resolution?
>
> Rick
>
> ___
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>

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Re: ARERR 424 when saving workflow

[Carey Matthew Black]

Rick,

My first thought er... WAG

The server does not know itself by the name you are using to connect to it with.

If you setup a local host name to IP address this is easy to simulate.
It is also possible if you have strange network conditions or other
such alias/nat stuff at play in the network layer that your ARS server
is not yet configured to deal with.

You might need to add an "IP-Name:" value to the ar.conf. (or just
connect with a server name that it understands.)

HTH.

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

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



On Nov 20, 2007 2:11 PM, Rick Cook <[EMAIL PROTECTED]> wrote:
> **
> I copied a Filter from the only server to which I am logged in.  I made some
> changes to the Filter's Push Fields action and saved the Filter.
>
> Whoa, fella, not so fast there.  Got this error:  "Push fields actions that
> affect entries in other forms can only affect forms on the same server in a
> filter/escalation : 100108 (ARERR 424)."
>
> Since there is only one server in play, I don't understand what it's
> complaining about.  The fields I added to the Push Fields were copied from
> another form, but that form was on the same server as everything else.  I
> tried recreating the Filter from scratch, but I can't save it with any
> fields - even core fields - without getting the same error.
>
> Anybody seen this, and might know the resolution?
>
> Rick

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Status History....

[Kemes, Lisa]

I have a status field with "Active" "Inactive" and "Delete" attributes.
I would like to capture when the record was changed to Inactive on
another form.  I'm setting a character field to $Status
History.Inactive.TIME$ on a filter, but when I save the filter it
changes to $Status History.Active.TIME$.
 
Does anyone know why this would be?
 
Lisa

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Re: Email Template Parsing

[Holy, Sylvia A.]

Hi Frank,

 

Also check on the AR System Email Messages form - click the "Display
Advanced Options" to Yes and then look on the "Message Information" tab
for the Parse Message value.

 

Sylvia Holy

 

703-277-1513

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hall Chad - chahal
Sent: Tuesday, November 20, 2007 10:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Template Parsing

 

Check your stderr.log file or the AR System Email Error Logs form for
errors. It's bound to be getting some kind of error.

 

Also check your AR System Email Mailbox Configuration entry for your
"Incoming" mailbox and confirm that 'Email Action' is set to "Parse"

 

Chad Hall  
(501) 342-2650



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso
Sent: Tuesday, November 20, 2007 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Email Template Parsing

 

** I am attempting to send and email template to  the Email Engine to
have it create a record.
I've exported an Email Tempalte, filled in the required fields and sent
it to the server. I see the email land in the specifed servers mailbox
on the UNIX server. I then see the email engine pick up the message and
create a record in the AR System Email Messages form but then nothing
else happens. I would expect the email engine to parse the message and
create the record but nothnig happens. 

Frank

__20060125___This posting was submitted with HTML in
it___ 


*
The information contained in this communication is confidential, is
intended only for the use of the recipient named above, and may be
legally privileged.
 
If the reader of this message is not the intended recipient, you are 
hereby notified that any dissemination, distribution or copying of this
communication is strictly prohibited.
 
If you have received this communication in error, please resend this
communication to the sender and delete the original message or any copy
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Thank you.

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ARERR 424 when saving workflow

[Rick Cook]

I copied a Filter from the only server to which I am logged in.  I made some
changes to the Filter's Push Fields action and saved the Filter.

Whoa, fella, not so fast there.  Got this error:  "Push fields actions that
affect entries in other forms can only affect forms on the same server in a
filter/escalation : 100108 (ARERR 424)."

Since there is only one server in play, I don't understand what it's
complaining about.  The fields I added to the Push Fields were copied from
another form, but that form was on the same server as everything else.  I
tried recreating the Filter from scratch, but I can't save it with any
fields - even core fields - without getting the same error.

Anybody seen this, and might know the resolution?

Rick

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Re: Question: Date and Time Calculation

[Opela, Gary L Contr OC-ALC/ITMA]

If they are character fields, you'll need to push the value into an
integer field in order to convert to epoch seconds.

If they are already date/time fields, you are gold.

1) So, set 'Diff' = $Resolved$ - $Created$

Setting Days:

2a) Set 'Days' = $Diff$ / 86400. Make sure to use an int field for Hrs
to make sure you cut off the decimal. This will give you the number of
hours

2b) Now, set 'Diff' = $Diff$ - ($Days$ * 86400)



Setting Hours:

3a) Now, set 'Hrs' = $Diff$ / 3600

3b) Set 'Diff' = $Diff$ - ($Hrs$ * 3600)


Setting Minutes:

4a) Set 'Mins' = $Diff$ / 60

4b) Set 'Diff' = $Diff$ - ($Mins$ * 60)


Setting Seconds:

5) Set 'Secs' = $Diff$ [Or skip 4b and just set 'Secs' = $Diff$ -
($Mins$ * 60)]





Make sure all of your Diff, Mins, Secs, Hrs, Days are all int fields.
Make sure you do it in order or you will get wrong numbers.

I think this should work. There may be a little cleanup on items I might
have left out or hastily mis-typed.



Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Tuesday, November 20, 2007 12:47 PM
To: arslist@ARSLIST.ORG
Subject: Question: Date and Time Calculation

I'm trying to do a set fields based on Date / Time Created - Date / Time
Resolved

I want to calculate the diference between when the ticket was opened and
when it
was closed - for example:

Date / Time Created:  11/20/2007 8:01 AM
Date / Time Resolved:  11/21/2007 5:04 PM

Answer:  xx days xx hours xx minutes xx seconds

Any help is appreciated. 

Thanks!


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Question: Date and Time Calculation

[T. Dee]

I'm trying to do a set fields based on Date / Time Created - Date / Time
Resolved

I want to calculate the diference between when the ticket was opened and when it
was closed - for example:

Date / Time Created:  11/20/2007 8:01 AM
Date / Time Resolved:  11/21/2007 5:04 PM

Answer:  xx days xx hours xx minutes xx seconds

Any help is appreciated. 

Thanks!

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Re: CMDB1.0

[Elry]

Save yourself the headache...

Go directly to 2.0 and disregard all the 1.x Betas...


On Nov 20, 9:45 am, Frex Popo <[EMAIL PROTECTED]> wrote:
> Hello all,
>
>   Having few problems with CMDB 1.0. Can't upgrade to CMDB1.1 so have to 
> manage with CMDB1.0 which is proving a nightmare.
>
>   It takes up to 20 minutes to create a single class. so I am trying to find 
> out if there is anything that will improve the time from when you hit the 
> create button to the forms of the class appearing in the Admin Tool and the 
> Pending status disappearing from the class manager GUI.
>
>   I have tried adding the followings and playing with the values but to no 
> avail?!?!
>
>   set-process-time-out
>   Plugin-Filter-API-Thread
>   Filter-Api-Timeout
>
>   Do you know of any other tricks?
>
>   Many thanks
>
>   Frex
>
> -
>  Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail
>
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Re: New installation of Mid-Tier displays only blank page

[Elry]

Hey Dwayne...

Make sure that you have the right JDK on the Mid-Tier:

http://java.sun.com/javase/downloads/index_jdk5.jsp

We tried different variations, and found that the above works the
best.  Also make sure that you completely un-install mid-tier and the
other java installations before re-trying installation.

We originally were ready to try: KM-01003752, but we found that
once we started with a clean windows server and used the right JDK -
that it was pretty straight forward.

P.S. Our environment looks similar to yours...


On Nov 19, 2:22 pm, "[EMAIL PROTECTED]"
<[EMAIL PROTECTED]> wrote:
> Probably not the fix for you as you mention just a blank screen, but may be
> worth checking...
>
> *Symptom: "Page not found" errors on Mid Tier 7.x installation with MS IIS
> and Tomcat*
> You might have a problem after you install BMC Remedy Mid Tier 7.0.01 using
> Microsoft Internet Information Services (IIS) with the Tomcat application
> server. You may discover that when you attempt to open a form or
> configuration tool page that "page not found" errors appear in your browser.
>
> Solution
>
> Make sure that the Tomcat filter is properly added.
>
> If the filter is not added properly or if you reinstalled Tomcat, add the
> filter manually as follows:
>
>1. Open IIS Manager.
>2. Select your web site under Web Sites.
>3. On the Action menu, click Properties.
>4. In the properties dialog box, click the ISAPI Filters tab, then
>click Add to open the Add/Edit Filter Properties dialog box.
>5. In the Filter name box, type jakarta.
>6. In the Executable box, type C:\Program Files\Apache Software
>Foundation\Jakarta Isapi Redirector\bin\isapi_redirect.dll or browse
>to the file.
>7. Click OK to close the Add/Edit Filter Properties dialog box, and
>click OK again to close the web site properties dialog box.
>8. Stop and restart the web server.
>
> *Self Help Document*
>
> ID:
>
> KM-01003752
>
> Type:
>
> Problem Solution
>
> Regards
> Jason Clarke
>
> On 19/11/2007, Durrant, Michael M. - ITSD <[EMAIL PROTECTED]> wrote:
>
>
>
>
>
> > It sounds like your JSP engine is not happy - have you checked your
> > Tomcat log files to see if something is failing?
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
> > Sent: Monday, November 19, 2007 10:42 AM
> > To: [EMAIL PROTECTED]
> > Subject: New installation of Mid-Tier displays only blank page
>
> > Hello Everyone,
>
> > We have installed Mid-Tier 7.1 on a Windows 2003 server, IIS 6 web
> > server.
> > We used the bundled Tomcat as the JSP engine.
> > We also installed Crystal Reports Server XI.
>
> > The web server displays html pages OK, but when we try to access Remedy
> > or connect to "config.jsp " from the local host we just get a blank white
> > screen.
>
> > The set-up is identical to the old server that does work, at least as
> > far as we can see, and we have tried re-installing Mid-tier and
> > rebooting the web server.
>
> > Any idea what might be wrong?
>
> > Dwayne Martin
> > James Madison University
>
> > 
> > ___
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> > The information contained in this email may be privileged, confidential or
> > otherwise protected from disclosure.  All persons are advised that they may
> > face penalties under state and federal law for sharing this information with
> > unauthorized individuals.  If you received this email in error, please reply
> > to the sender that you have received this information in error.  Also,
> > please delete this email after replying to the sender.
>
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Re: Un-install patch 6

[Scott Parrish]

Rob,

This email should only be taken as a way to get around the "higher patch
level has been applied" issue. I do not know what consequences you may or
may not encounter by applying patch 5 after applying patch 6. However, you
can go into the SHARE:Application_Properties form and run a search where the
Property Name field = "Name". This will find the entries for each of the
modules. You can then search on the Application ID for each individual
module. Entries that are returned will be attributes of the application and
one of those attributes is the patch level. Change the patch level for each
entry to a number lower than 005 and you will then be able to run the patch
5 installer. You will also need to change the version for each module to
7.0.02 as the patch 6 installer changes the version to 7.0.03.

 

Scott Parrish

IT Prophets, LLC

(770) 653-5203

http://www.itprophets.com

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rob Cvetkovski
Sent: Tuesday, November 20, 2007 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Un-install patch 6

 

Anyone know how to un-install patch 6?

I am getting errors on some modules that are said to be fixed with patch 5.
I believe patch 6 was applied without previous patches and I want to
re-install patch 5.

It does not allow me to re-apply patch 6 or 5 as it says there is a higher
patch level already applied.

Any ideas?

 

Thanks

Rob Cvetkovski, Associate Consultant

Burntsand Inc.  
185 The West Mall Suite 600 Toronto ON M9C 5L5
Tel: (416) 234-3839  Cell: (416) 917-7231
www.burntsand.com  

 

 

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Un-install patch 6

[Rob Cvetkovski]

Anyone know how to un-install patch 6?
I am getting errors on some modules that are said to be fixed with patch
5. I believe patch 6 was applied without previous patches and I want to
re-install patch 5.
It does not allow me to re-apply patch 6 or 5 as it says there is a
higher patch level already applied.
Any ideas?
 
Thanks

Rob Cvetkovski, Associate Consultant

Burntsand Inc.  
185 The West Mall Suite 600 Toronto ON M9C 5L5
Tel: (416) 234-3839  Cell: (416) 917-7231
www.burntsand.com  

 

 

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Re: Ranting about Support...again...

[Rick Cook]

J.T., if you haven't already, I would contact both your sales rep. and the
Director of BMC Support, Jay Shankar
(jay_shankarATbmcDOTcom<[EMAIL PROTECTED]>),
with your questions and issues.  I agree that the BMC SLA needs to mean
something more than it does now, but that's a process that will have to be
discussed at an individual customer level.  That's as it should be, to an
extent - that's what the concept of an SL Agreement is - a mutually agreed
upon set of goals, deliverables, and actions.

Jay said that they were trying to improve things - let's see what she has to
say about your situation.  I wish you well.

Rick

On 11/20/07, Davies, J.T. <[EMAIL PROTECTED]> wrote:
>
> ** Don't mind me...I'm just standing in the corner blowing off steam...
>
> I guess BMC's initial response SLA (which is published on their website
> (1)) doesn't mean the bits and bytes they're coded with anymore...  I put in
> an issue on 11/15 (as severity 4-Low)...and have yet to receive confirmation
> - 5 calendar days and counting...30 business hours and counting...  I think
> I get better response from a mushroom.
>
> With the amount that we all pay for direct support...and the disregard for
> the advertised benefits in return for the paid maintenance fees...has
> anyone investigated about possible legal remedies/actions?  Had I not known
> what's going on with support (by merely monitoring this list), I'd suspect
> there are some activities in fraud happening: Charge customer for a promised
> benefit/delivery...but fall way short of that benefit (if delivering at
> all.)  Stepping back, doesn't it sound like something unintentionally fishy?
>
> I read (occasionally) that BMC is aware of the problem...but my huge
> question is: What's being done about it and when will it be implemented?
> I'm tired of waiting.  My problems aren't getting solved (let alone
> responded to)...and the responses are mostly "Try this new patch that will
> be out next week.  That might fix the issue."
>
> If anyone asked me about Remedy, I used to confidently say it's a
> phenomenal product and would recommend it highly.  These days, the product
> is good, but with the current state of the support structure, I wouldn't
> give my recommendation anymore.  It's abysmal.
>
> I work at a company that out-sourced first-line support (like many
> companies.)  Our support numbers went into the tank (like most companies.)
> It got to the point where our customers were leaving faster than we were
> bringing in new.  Management immediately reversed course and now we're back
> to an ideal situation.  It seems to me the same needs to happen here.
> Unfortunately, there aren't a lot of equally identical and powerful products
> like Remedy out on the market...and the cost to switch would be nearly
> prohibitive.
>
> My question is: How can we - as unhappy customers - initiate (or
> continue) the change?   If we - as customers - continue to pay the yearly
> maintenance fees and continue to purchase the additional licensing to
> support growth of our applications, what benefit does BMC have to change the
> status quo of support?  I can't see any...they'll continue to deal with the
> "squeaky wheels" and appease them -- all the while earning positive returns
> for the shareholders.  (And who can blame them?  As an investor [not of BMC,
> but generically], I don't care how a company is run...all I want to see is a
> dividend and a rising stock price.)
>
>
> On a side note: The company (and parent company) made a decision to use
> BMC support directly, moving away from a partner.  Not my decision and I
> can't change it.  Thank you for the solicitations to transfer support back
> to a partner, but the minds-that-be made their choices...
>
> I'm glad it's my Friday.
>
> J.T. Davies
>
> (1)
> http://www.bmc.com/info_center_support/overview/0,,19097_4736154_39482584,00.html
> __20060125___This posting was submitted with HTML in
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Re: Ranting about Support...again...

[Shellman, David]

JT,
 
Did you update the ticket through the web noting you're still haven't
heard anything?  I had a similar situation about 2 weeks ago and I got a
phone call right after I made the update.  The support person noted that
they had sent emails twice.  I never got them.  It took a couple of more
tries before the emails started coming through.  Not sure what the issue
was.
 
Dave


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Davies, J.T.
Sent: Tuesday, November 20, 2007 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Ranting about Support...again...


** 
Don't mind me...I'm just standing in the corner blowing off steam...
 
I guess BMC's initial response SLA (which is published on their website
(1)) doesn't mean the bits and bytes they're coded with anymore...  I
put in an issue on 11/15 (as severity 4-Low)...and have yet to receive
confirmation - 5 calendar days and counting...30 business hours and
counting...  I think I get better response from a mushroom.
 
With the amount that we all pay for direct support...and the disregard
for the advertised benefits in return for the paid maintenance
fees...has anyone investigated about possible legal remedies/actions?
Had I not known what's going on with support (by merely monitoring this
list), I'd suspect there are some activities in fraud happening: Charge
customer for a promised benefit/delivery...but fall way short of that
benefit (if delivering at all.)  Stepping back, doesn't it sound like
something unintentionally fishy?
 
I read (occasionally) that BMC is aware of the problem...but my huge
question is: What's being done about it and when will it be implemented?
I'm tired of waiting.  My problems aren't getting solved (let alone
responded to)...and the responses are mostly "Try this new patch that
will be out next week.  That might fix the issue."
 
If anyone asked me about Remedy, I used to confidently say it's a
phenomenal product and would recommend it highly.  These days, the
product is good, but with the current state of the support structure, I
wouldn't give my recommendation anymore.  It's abysmal.
 
I work at a company that out-sourced first-line support (like many
companies.)  Our support numbers went into the tank (like most
companies.)  It got to the point where our customers were leaving faster
than we were bringing in new.  Management immediately reversed course
and now we're back to an ideal situation.  It seems to me the same needs
to happen here.  Unfortunately, there aren't a lot of equally identical
and powerful products like Remedy out on the market...and the cost to
switch would be nearly prohibitive.
 
My question is: How can we - as unhappy customers - initiate (or
continue) the change?   If we - as customers - continue to pay the
yearly maintenance fees and continue to purchase the additional
licensing to support growth of our applications, what benefit does BMC
have to change the status quo of support?  I can't see any...they'll
continue to deal with the "squeaky wheels" and appease them -- all the
while earning positive returns for the shareholders.  (And who can blame
them?  As an investor [not of BMC, but generically], I don't care how a
company is run...all I want to see is a dividend and a rising stock
price.)
 
 
On a side note: The company (and parent company) made a decision to use
BMC support directly, moving away from a partner.  Not my decision and I
can't change it.  Thank you for the solicitations to transfer support
back to a partner, but the minds-that-be made their choices...
 
I'm glad it's my Friday.
 
J.T. Davies
 
(1)
http://www.bmc.com/info_center_support/overview/0,,19097_4736154_3948258
4,00.html
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Re: Ranting about Support...again...

[Sanford, Claire]

It gets better!   
 
I put in a ticket, got the initial SLA answer.  IT wasn't a PROBLEM as
much as it was a request for information.  I included all kinds of
detail and then got this response a month later - after I had figured it
out.  Never, ever, ever in the past was this kind of response sent out.
Remedy Support went out of their way to give answers even for
customization.
 
"Hello, we are selling a development platform, but don't provide support
for it."
 
-Original Message-

From: BMC Customer Support [mailto:[EMAIL PROTECTED]
 ] 

Sent: Thursday, November 15, 2007 1:59 PM

To: Sanford, Claire

Subject: Re: (ISS0X, 2-High)

Good Afternoon Claire,

Has this issue been resolved or is there any update on the ticket?
Customization Policy:
http://www.bmc.com/info_center_support/overview/0,,19097_4736154_9018400
0,00.html
 

Thank You and Kind Regards,

XXX 

BMC Remedy Support

(800) 537-1813

http://www.bmc.com/support_home  




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Davies, J.T.
Sent: Tuesday, November 20, 2007 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Ranting about Support...again...


** 
Don't mind me...I'm just standing in the corner blowing off steam...
 
I guess BMC's initial response SLA (which is published on their website
(1)) doesn't mean the bits and bytes they're coded with anymore...  I
put in an issue on 11/15 (as severity 4-Low)...and have yet to receive
confirmation - 5 calendar days and counting...30 business hours and
counting...  I think I get better response from a mushroom.
 
With the amount that we all pay for direct support...and the disregard
for the advertised benefits in return for the paid maintenance
fees...has anyone investigated about possible legal remedies/actions?
Had I not known what's going on with support (by merely monitoring this
list), I'd suspect there are some activities in fraud happening: Charge
customer for a promised benefit/delivery...but fall way short of that
benefit (if delivering at all.)  Stepping back, doesn't it sound like
something unintentionally fishy?
 
I read (occasionally) that BMC is aware of the problem...but my huge
question is: What's being done about it and when will it be implemented?
I'm tired of waiting.  My problems aren't getting solved (let alone
responded to)...and the responses are mostly "Try this new patch that
will be out next week.  That might fix the issue."
 
If anyone asked me about Remedy, I used to confidently say it's a
phenomenal product and would recommend it highly.  These days, the
product is good, but with the current state of the support structure, I
wouldn't give my recommendation anymore.  It's abysmal.
 
I work at a company that out-sourced first-line support (like many
companies.)  Our support numbers went into the tank (like most
companies.)  It got to the point where our customers were leaving faster
than we were bringing in new.  Management immediately reversed course
and now we're back to an ideal situation.  It seems to me the same needs
to happen here.  Unfortunately, there aren't a lot of equally identical
and powerful products like Remedy out on the market...and the cost to
switch would be nearly prohibitive.
 
My question is: How can we - as unhappy customers - initiate (or
continue) the change?   If we - as customers - continue to pay the
yearly maintenance fees and continue to purchase the additional
licensing to support growth of our applications, what benefit does BMC
have to change the status quo of support?  I can't see any...they'll
continue to deal with the "squeaky wheels" and appease them -- all the
while earning positive returns for the shareholders.  (And who can blame
them?  As an investor [not of BMC, but generically], I don't care how a
company is run...all I want to see is a dividend and a rising stock
price.)
 
 
On a side note: The company (and parent company) made a decision to use
BMC support directly, moving away from a partner.  Not my decision and I
can't change it.  Thank you for the solicitations to transfer support
back to a partner, but the minds-that-be made their choices...
 
I'm glad it's my Friday.
 
J.T. Davies
 
(1)
http://www.bmc.com/info_center_support/overview/0,,19097_4736154_3948258
4,00.html
__20060125___This posting was submitted with HTML in
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Ranting about Support...again...

[Davies, J.T.]

Don't mind me...I'm just standing in the corner blowing off steam...
 
I guess BMC's initial response SLA (which is published on their website
(1)) doesn't mean the bits and bytes they're coded with anymore...  I
put in an issue on 11/15 (as severity 4-Low)...and have yet to receive
confirmation - 5 calendar days and counting...30 business hours and
counting...  I think I get better response from a mushroom.
 
With the amount that we all pay for direct support...and the disregard
for the advertised benefits in return for the paid maintenance
fees...has anyone investigated about possible legal remedies/actions?
Had I not known what's going on with support (by merely monitoring this
list), I'd suspect there are some activities in fraud happening: Charge
customer for a promised benefit/delivery...but fall way short of that
benefit (if delivering at all.)  Stepping back, doesn't it sound like
something unintentionally fishy?
 
I read (occasionally) that BMC is aware of the problem...but my huge
question is: What's being done about it and when will it be implemented?
I'm tired of waiting.  My problems aren't getting solved (let alone
responded to)...and the responses are mostly "Try this new patch that
will be out next week.  That might fix the issue."
 
If anyone asked me about Remedy, I used to confidently say it's a
phenomenal product and would recommend it highly.  These days, the
product is good, but with the current state of the support structure, I
wouldn't give my recommendation anymore.  It's abysmal.
 
I work at a company that out-sourced first-line support (like many
companies.)  Our support numbers went into the tank (like most
companies.)  It got to the point where our customers were leaving faster
than we were bringing in new.  Management immediately reversed course
and now we're back to an ideal situation.  It seems to me the same needs
to happen here.  Unfortunately, there aren't a lot of equally identical
and powerful products like Remedy out on the market...and the cost to
switch would be nearly prohibitive.
 
My question is: How can we - as unhappy customers - initiate (or
continue) the change?   If we - as customers - continue to pay the
yearly maintenance fees and continue to purchase the additional
licensing to support growth of our applications, what benefit does BMC
have to change the status quo of support?  I can't see any...they'll
continue to deal with the "squeaky wheels" and appease them -- all the
while earning positive returns for the shareholders.  (And who can blame
them?  As an investor [not of BMC, but generically], I don't care how a
company is run...all I want to see is a dividend and a rising stock
price.)
 
 
On a side note: The company (and parent company) made a decision to use
BMC support directly, moving away from a partner.  Not my decision and I
can't change it.  Thank you for the solicitations to transfer support
back to a partner, but the minds-that-be made their choices...
 
I'm glad it's my Friday.
 
J.T. Davies
 
(1)
http://www.bmc.com/info_center_support/overview/0,,19097_4736154_3948258
4,00.html

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Re: Export Form Data to Excel on Button Action (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

You could save a field which always has ".xls" in it and append it to
the name

Sort of like below

$PATH$ + $filename$ + $excel extension$
C:\test\ myfilename.xls

Becomes

C:\test\myfilename.xls

Just a thought

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Anesh A Kurian
Sent: Tuesday, November 20, 2007 11:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Export Form Data to Excel on Button Action

** 

Hi listers,

 

Thank you to all for their prompt reply, to my earlier posting on how to
export data to excel. A key point I forgot to mention is that the
application runs on web so many it leaves me with lesser options. I was
exploring on DDE and OLE to my disappointment I found later that these
are not supported over web. Then I switched to running a report using
the Open Window action on an Active Link. But here too I face a problem
that the user has to rename the file from .rep to
.xls and do a save. Is there any way I can force it always to
save with a .xls. I have seen a same posting on the same requirement.
Hope to see some ideas.

 

  

Thanks and regards,

Anesh A Kurian



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

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Re: Email Template Date Format RESOLVED

[Frank Caruso]

About 1 minute after I sent the email I found the same properties file.

Thank you again for the quick response

Frank

On Nov 20, 2007 11:01 AM, Hall Chad - chahal <[EMAIL PROTECTED]> wrote:

> **
>
> 11/18/2007 works for me. Check for the following line in your
> emaildaemon.properties file:
>
>
>
> com.remedy.arsys.emaildaemon.ARDATE=
>
>
>
> This setting lets you specify the date and time format used by the
>
> email engine for parsing date and time strings. M dd, 
>
> HH:mm:ss z is equivalent to September 21, 2003 12:08:56 PDT.
>
>
>
> Mine doesn't have a format specified, so I guess it relies on the locale
> settings of the server OS.
>
>
>
> *Chad Hall*
> (501) 342-2650
>   --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Frank Caruso
> *Sent:* Tuesday, November 20, 2007 9:53 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Email Template Date Format
>
>
>
> ** Can anybody tell me what the data format is for an email template?/
> When I use 11/18/2007 for a Date field it seems to get translated to
> 11/11/18. I have tried a number fo different formats and the only one I can
> get ot work is $DATE$.
>
> Frank
> __20060125___This posting was submitted with HTML in
> it___
>
> *
> The information contained in this communication is confidential, is
> intended only for the use of the recipient named above, and may be
> legally privileged.
>
> If the reader of this message is not the intended recipient, you are
> hereby notified that any dissemination, distribution or copying of this
> communication is strictly prohibited.
>
> If you have received this communication in error, please resend this
> communication to the sender and delete the original message or any copy
> of it from your computer system.
>
> Thank you.
> *
>
> __20060125___This posting was submitted with HTML in
> it___

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Re: Export Form Data to Excel on Button Action

[Heider, Stephen]

Anesh,

 

I can answer this indirectly...  In the last paragraph in my previous
email I forgot to mention that when you create the Excel sheet on the
server it is then also available on the web.   

 

Since the Excel sheet will end up in an attachment field on some form,
your client (web or Windows) can simply do a Set Fields to pull it to
the client. I use this here so web users can generate the same reports
as the WUT users.

 

Stephen

Remedy Skilled Professional 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Anesh A Kurian
Sent: Tuesday, November 20, 2007 11:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Export Form Data to Excel on Button Action

 

Hi listers,

 

Thank you to all for their prompt reply, to my earlier posting on how to
export data to excel. A key point I forgot to mention is that the
application runs on web so many it leaves me with lesser options. I was
exploring on DDE and OLE to my disappointment I found later that these
are not supported over web. Then I switched to running a report using
the Open Window action on an Active Link. But here too I face a problem
that the user has to rename the file from .rep to
.xls and do a save. Is there any way I can force it always to
save with a .xls. I have seen a same posting on the same requirement.
Hope to see some ideas.

 

  

Thanks and regards,

Anesh A Kurian

__20060125___This posting was submitted with HTML in
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HTML in it___

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CMDB Changes

[Ashcraft, Roy W.]

I'm having issues making some CMDB updates.

 

Environment:

Windows 2003 Standard SP2

MS SQL Server 2005 SP2

AR System 7.0.01 patch 001

BMC Remedy AM 6.0

 

Whenever I try and make a class manager change, it errors out with:

 

11/20/2007 8:11:05 AM Remedy Application Service

ERROR: 623 Authentication failed

 

I've attempted to update the password for the application service
through the admin tool with no effect. I've also attempted to remove the
password from the config file, which simply results in the above error
appearing in the arerror log instead of in the class manager. The
password for the application service doesn't seem to appear anywhere
else in the system and the documentation is rather light on what exactly
it is used for. Has anyone seen this before or know of a possible
work-around?

 

Thanks,

Roy

 

 

 

//SIGNED//

Roy Ashcraft

Science Applications International Corporation (SAIC)

Application Engineer

Tel: (402) 293-5218   [EMAIL PROTECTED]

 


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Re: Export Form Data to Excel on Button Action

[Anesh A Kurian]

Hi listers,

 

Thank you to all for their prompt reply, to my earlier posting on how to
export data to excel. A key point I forgot to mention is that the
application runs on web so many it leaves me with lesser options. I was
exploring on DDE and OLE to my disappointment I found later that these
are not supported over web. Then I switched to running a report using
the Open Window action on an Active Link. But here too I face a problem
that the user has to rename the file from .rep to
.xls and do a save. Is there any way I can force it always to
save with a .xls. I have seen a same posting on the same requirement.
Hope to see some ideas.

 

  

Thanks and regards,

Anesh A Kurian



__20060125___This posting was submitted with HTML in
it___

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Re: Email Template Date Format

[Hall Chad - chahal]

11/18/2007 works for me. Check for the following line in your
emaildaemon.properties file:

 

com.remedy.arsys.emaildaemon.ARDATE=

 

This setting lets you specify the date and time format used by the

email engine for parsing date and time strings. M dd, 

HH:mm:ss z is equivalent to September 21, 2003 12:08:56 PDT.

 

Mine doesn't have a format specified, so I guess it relies on the locale
settings of the server OS.

 

Chad Hall  
(501) 342-2650



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso
Sent: Tuesday, November 20, 2007 9:53 AM
To: arslist@ARSLIST.ORG
Subject: Email Template Date Format

 

** Can anybody tell me what the data format is for an email template?/
When I use 11/18/2007 for a Date field it seems to get translated to
11/11/18. I have tried a number fo different formats and the only one I
can get ot work is $DATE$. 

Frank
__20060125___This posting was submitted with HTML in
it___ 

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If the reader of this message is not the intended recipient, you are 
hereby notified that any dissemination, distribution or copying of this
communication is strictly prohibited.

If you have received this communication in error, please resend this
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Re: Email Template Parsing RESOLVED

[Frank Caruso]

Arg. I knew there was a setting someplace I was missing. The email config
form was not set to Parse.

Thank you

On Nov 20, 2007 10:36 AM, Rick Cook <[EMAIL PROTECTED]> wrote:

> ** Frank, does the email error log form give you any useful information?
>
> Rick
>
> On 11/20/07, Frank Caruso <[EMAIL PROTECTED]> wrote:
> >
> > ** I am attempting to send and email template to  the Email Engine to
> > have it create a record.
> > I've exported an Email Tempalte, filled in the required fields and sent
> > it to the server. I see the email land in the specifed servers mailbox on
> > the UNIX server. I then see the email engine pick up the message and create
> > a record in the AR System Email Messages form but then nothing else happens.
> > I would expect the email engine to parse the message and create the record
> > but nothnig happens.
> >
> > Frank
> >
> > __20060125___This posting was submitted with HTML in
> > it___
> >
>
> __20060125___This posting was submitted with HTML in
> it___
>

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Email Template Date Format

[Frank Caruso]

Can anybody tell me what the data format is for an email template?/
When I use 11/18/2007 for a Date field it seems to get translated to
11/11/18. I have tried a number fo different formats and the only one I can
get ot work is $DATE$.

Frank

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Re: Full Email Address

[Hall Chad - chahal]

I know there's a bug in the 6.3 Email Engine when using a MAPI mailbox
in which it pulls in a display name for the 'Reply To' field, but only
if the Reply To address is different than the From address. I've never
seen it pull in a display name for the 'From' or 'To' fields. And I
don't have a fix for this. BMC hasn't been able to reproduce my issue
and so far their armapi63.dll patches for it haven't worked. I had
Microsoft tech support look at one of my sample emails and they
confirmed that all of the address header info is correct, so Remedy is
somehow not pulling it in correctly.

 

What version of Remedy are you running? What version of Outlook?

 

Chad Hall  
(501) 342-2650



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tricia Truong
Sent: Monday, November 19, 2007 6:19 PM
To: arslist@ARSLIST.ORG
Subject: Full Email Address

 

Hi List,

In AR Message FORM, Incoming mailbox (MAPI) emails come in with Display
Name, not full email address.  Is there a flag that I need to set in
Remedy Email Engine or Exhange Server so MAPI emails coming in will give
me full email address (From, To, Reply To etc)
 


Thanks,
Tricia

__20060125___This posting was submitted with HTML in
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hereby notified that any dissemination, distribution or copying of this
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Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else

[Klein, Michael (CONTR)]

What form are you seeing the 'Caught Exception' error? We were seeing it
in the Requester Console form which was looking to the
SHR:ConsolidatedList form. Inside there, we were seeing a numerical
value that it didn't like and once I changed it to 'Closed' or a value
from the selection, everything was great. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Elinore AR
Sent: Tuesday, November 20, 2007 1:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Caught Exception errors, Microsoft KB943460, IE and who
knows what else

We're using Remedy AR 5.1 | Mid-Tier 6.3 and we've been having these
caught exception errors for the longest time. Though recent reports to
us looked like some could be an issue of localization. Frequent reports
to us of people encountering this usually comes from users accessing the
Mid-Tier in Europe (French, German, etc). They were saying when they
access the Mid-Tier in English, everything works fine.


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Re: Email Template Parsing

[Rick Cook]

Frank, does the email error log form give you any useful information?

Rick

On 11/20/07, Frank Caruso <[EMAIL PROTECTED]> wrote:
>
> ** I am attempting to send and email template to  the Email Engine to have
> it create a record.
> I've exported an Email Tempalte, filled in the required fields and sent it
> to the server. I see the email land in the specifed servers mailbox on the
> UNIX server. I then see the email engine pick up the message and create a
> record in the AR System Email Messages form but then nothing else happens. I
> would expect the email engine to parse the message and create the record but
> nothnig happens.
>
> Frank
>
> __20060125___This posting was submitted with HTML in
> it___

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Re: Email Template Parsing

[Hall Chad - chahal]

Check your stderr.log file or the AR System Email Error Logs form for
errors. It's bound to be getting some kind of error.

 

Also check your AR System Email Mailbox Configuration entry for your
"Incoming" mailbox and confirm that 'Email Action' is set to "Parse"

 

Chad Hall  
(501) 342-2650



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso
Sent: Tuesday, November 20, 2007 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Email Template Parsing

 

** I am attempting to send and email template to  the Email Engine to
have it create a record.
I've exported an Email Tempalte, filled in the required fields and sent
it to the server. I see the email land in the specifed servers mailbox
on the UNIX server. I then see the email engine pick up the message and
create a record in the AR System Email Messages form but then nothing
else happens. I would expect the email engine to parse the message and
create the record but nothnig happens. 

Frank

__20060125___This posting was submitted with HTML in
it___ 

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legally privileged.

If the reader of this message is not the intended recipient, you are 
hereby notified that any dissemination, distribution or copying of this
communication is strictly prohibited.

If you have received this communication in error, please resend this
communication to the sender and delete the original message or any copy
of it from your computer system.

Thank you.
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Email Template Parsing

[Frank Caruso]

I am attempting to send and email template to  the Email Engine to have it
create a record.
I've exported an Email Tempalte, filled in the required fields and sent it
to the server. I see the email land in the specifed servers mailbox on the
UNIX server. I then see the email engine pick up the message and create a
record in the AR System Email Messages form but then nothing else happens. I
would expect the email engine to parse the message and create the record but
nothnig happens.

Frank

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Re: Webserver issue.

[Durrant, Michael M. - ITSD]

Yes, average of 307ms and peak of 407ms is unacceptable latency for this
application.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nair, Rajesh IN BOM SISL
Sent: Tuesday, November 20, 2007 8:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Webserver issue.

Hmm..  
I have done that but what i see is latency keeping on varying. sometimes
i get a average of 307 ms and some time up to 450 ms.
This also makes great difference rights ?

 
  
Regards
Rajesh

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD
Sent: Tuesday, November 20, 2007 8:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Webserver issue.

If they're running on Windows Server 2003, you can use the pathping
utility to measure the actual latency between the two sites.  Methinks
you don't want a whole lot more than 10ms of latency between your
mid-tier and app server.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nair, Rajesh IN BOM SISL
Sent: Tuesday, November 20, 2007 7:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Webserver issue.

HI Harry,
Thanks for the response, but sorry to say my setup is same as what you
have said

  
Regards
Rajesh



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of harrylee
Sent: Tuesday, November 20, 2007 8:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Webserver issue.

I thought the recommended config is to have the midtier server as close
to the clients as possible.

For example.
Ohio = midtier for Ohio users
India = ar server

Where India = midtier and arserver would be very slow for ohio users.




Rajesh N wrote:
> 
> 
> 
> Dear All,
> I have recently configured a webserver. But the performance which i am

> getting is very slow. Can anyone tell me some settings that can be 
> done or check so that i can improve the performance.
> 
>   Moreover can some tell me how to remove this error " ARERR [9295]
>   Incorrect login parameters. Web page, user, and/or server name(s) 
> must be provided. "
> 
> 
> Arsystem 6.3
> midtier 6.3 patch 21
> Application server  Location : India
> Midtier webserver : Mason(Ohia State)
> 
> 
> 
> Regards
> 
> 
> 
>  
>  
> Important notice:This e-mail and any attachment thereto contains 
> corporate proprietary information. If you have received it by mistake,

> please notify us immediately by reply e-mail and delete this e-mail 
> and its attachments from your system. Thank You.
> 
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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> 
> 

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Re: Webserver issue.

[Nair, Rajesh IN BOM SISL]

Hmm..  
I have done that but what i see is latency keeping on varying. sometimes
i get a average of 307 ms and some time up to 450 ms.
This also makes great difference rights ?

 
  
Regards 
Rajesh

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD
Sent: Tuesday, November 20, 2007 8:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Webserver issue.

If they're running on Windows Server 2003, you can use the pathping
utility to measure the actual latency between the two sites.  Methinks
you don't want a whole lot more than 10ms of latency between your
mid-tier and app server.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nair, Rajesh IN BOM SISL
Sent: Tuesday, November 20, 2007 7:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Webserver issue.

HI Harry,
Thanks for the response, but sorry to say my setup is same as what you
have said

  
Regards
Rajesh



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of harrylee
Sent: Tuesday, November 20, 2007 8:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Webserver issue.

I thought the recommended config is to have the midtier server as close
to the clients as possible.

For example.
Ohio = midtier for Ohio users
India = ar server

Where India = midtier and arserver would be very slow for ohio users.




Rajesh N wrote:
> 
> 
> 
> Dear All,
> I have recently configured a webserver. But the performance which i am

> getting is very slow. Can anyone tell me some settings that can be 
> done or check so that i can improve the performance.
> 
>   Moreover can some tell me how to remove this error " ARERR [9295]
>   Incorrect login parameters. Web page, user, and/or server name(s) 
> must be provided. "
> 
> 
> Arsystem 6.3
> midtier 6.3 patch 21
> Application server  Location : India
> Midtier webserver : Mason(Ohia State)
> 
> 
> 
> Regards
> 
> 
> 
>  
>  
> Important notice:This e-mail and any attachment thereto contains 
> corporate proprietary information. If you have received it by mistake,

> please notify us immediately by reply e-mail and delete this e-mail 
> and its attachments from your system. Thank You.
> 
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> 
> 

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Re: Webserver issue.

[harrylee]

Sorry my reply was meant for kaiser..

Rajesh N wrote:
> 
> HI Harry,
> Thanks for the response, but sorry to say my setup is same as what you
> have said
> 
>   
> Regards 
> Rajesh
> 
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of harrylee
> Sent: Tuesday, November 20, 2007 8:09 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Webserver issue.
> 
> I thought the recommended config is to have the midtier server as close
> to the clients as possible.
> 
> For example.
> Ohio = midtier for Ohio users
> India = ar server
> 
> Where India = midtier and arserver would be very slow for ohio users.
> 
> 
> 
> 
> Rajesh N wrote:
>> 
>> 
>> 
>> Dear All,
>> I have recently configured a webserver. But the performance which i am
> 
>> getting is very slow. Can anyone tell me some settings that can be 
>> done or check so that i can improve the performance.
>> 
>>   Moreover can some tell me how to remove this error " ARERR [9295]
>>   Incorrect login parameters. Web page, user, and/or server name(s) 
>> must be provided. "
>> 
>> 
>> Arsystem 6.3
>> midtier 6.3 patch 21
>> Application server  Location : India
>> Midtier webserver : Mason(Ohia State)
>> 
>> 
>> 
>> Regards
>> 
>> 
>> 
>>  
>>  
>> Important notice:This e-mail and any attachment thereto contains 
>> corporate proprietary information. If you have received it by mistake,
> 
>> please notify us immediately by reply e-mail and delete this e-mail 
>> and its attachments from your system. Thank You.
>> 
>> __
>> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
>> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>> 
>> 
> 
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> Nabble.com.
> 
> 
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> 
> 
>  
>  
> Important notice:This e-mail and any attachment thereto contains corporate
> proprietary information. If you have received it by mistake, please notify
> us immediately by reply e-mail and delete this e-mail and its attachments
> from your system. Thank You.
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Re: Webserver issue.

[Durrant, Michael M. - ITSD]

If they're running on Windows Server 2003, you can use the pathping
utility to measure the actual latency between the two sites.  Methinks
you don't want a whole lot more than 10ms of latency between your
mid-tier and app server.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nair, Rajesh IN BOM SISL
Sent: Tuesday, November 20, 2007 7:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Webserver issue.

HI Harry,
Thanks for the response, but sorry to say my setup is same as what you
have said

  
Regards
Rajesh



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of harrylee
Sent: Tuesday, November 20, 2007 8:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Webserver issue.

I thought the recommended config is to have the midtier server as close
to the clients as possible.

For example.
Ohio = midtier for Ohio users
India = ar server

Where India = midtier and arserver would be very slow for ohio users.




Rajesh N wrote:
> 
> 
> 
> Dear All,
> I have recently configured a webserver. But the performance which i am

> getting is very slow. Can anyone tell me some settings that can be 
> done or check so that i can improve the performance.
> 
>   Moreover can some tell me how to remove this error " ARERR [9295]
>   Incorrect login parameters. Web page, user, and/or server name(s) 
> must be provided. "
> 
> 
> Arsystem 6.3
> midtier 6.3 patch 21
> Application server  Location : India
> Midtier webserver : Mason(Ohia State)
> 
> 
> 
> Regards
> 
> 
> 
>  
>  
> Important notice:This e-mail and any attachment thereto contains 
> corporate proprietary information. If you have received it by mistake,

> please notify us immediately by reply e-mail and delete this e-mail 
> and its attachments from your system. Thank You.
> 
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> 
> 

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Important notice:This e-mail and any attachment thereto contains
corporate proprietary information. If you have received it by mistake,
please notify us immediately by reply e-mail and delete this e-mail and
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The information contained in this email may be privileged, confidential or 
otherwise protected from disclosure.  All persons are advised that they may 
face penalties under state and federal law for sharing this information with 
unauthorized individuals.  If you received this email in error, please reply to 
the sender that you have received this information in error.  Also, please 
delete this email after replying to the sender.

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Re: Form deletion from Remedy

[Mohan Panchangmath]

Deletion or any kind of modification of any object
gets tracked in "Server Events" form provided you turn
ON the server event for objects from the Admin tool.

The Remedy config doc has all details in it.

Thanks,
Mohan


--- "Viji.PK" <[EMAIL PROTECTED]> wrote:

> Nothing gets tracked. I dont get anything out of
> remedy documents. Please
> pass your thoughts
> 
> -
> Thanks,
> Viji
> -- 
> View this message in context:
>
http://www.nabble.com/Form-deletion-from-Remedy-tf4843261.html#a13857682
> Sent from the ARS (Action Request System) mailing
> list archive at Nabble.com.
> 
>
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> 



  

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Make Yahoo! your homepage.
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CMDB error when delating a class.

[Frex Popo]

Hi everyone,
   
  I tried to delete a class from the class manager and get the following error:
   
  120010 : "Los metadatos de clase no son válidos o están dañados. : Sync sort."
   
  Which in "simple english" means "class metadata not valid or corrupt."
   
  I tried the sync comand for the same entry in the pending form from the 
osdriver and get exactly the same error.
   
  thanks for anyone's help.
   
  Frex

 
-
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Re: Webserver issue.

[Nair, Rajesh IN BOM SISL]

HI Harry,
Thanks for the response, but sorry to say my setup is same as what you
have said

  
Regards 
Rajesh



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of harrylee
Sent: Tuesday, November 20, 2007 8:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Webserver issue.

I thought the recommended config is to have the midtier server as close
to the clients as possible.

For example.
Ohio = midtier for Ohio users
India = ar server

Where India = midtier and arserver would be very slow for ohio users.




Rajesh N wrote:
> 
> 
> 
> Dear All,
> I have recently configured a webserver. But the performance which i am

> getting is very slow. Can anyone tell me some settings that can be 
> done or check so that i can improve the performance.
> 
>   Moreover can some tell me how to remove this error " ARERR [9295]
>   Incorrect login parameters. Web page, user, and/or server name(s) 
> must be provided. "
> 
> 
> Arsystem 6.3
> midtier 6.3 patch 21
> Application server  Location : India
> Midtier webserver : Mason(Ohia State)
> 
> 
> 
> Regards
> 
> 
> 
>  
>  
> Important notice:This e-mail and any attachment thereto contains 
> corporate proprietary information. If you have received it by mistake,

> please notify us immediately by reply e-mail and delete this e-mail 
> and its attachments from your system. Thank You.
> 
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> 
> 

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proprietary information. If you have received it by mistake, please notify us 
immediately by reply e-mail and delete this e-mail and its attachments from 
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CMDB1.0

[Frex Popo]

Hello all,
   
  Having few problems with CMDB 1.0. Can't upgrade to CMDB1.1 so have to manage 
with CMDB1.0 which is proving a nightmare.
   
  It takes up to 20 minutes to create a single class. so I am trying to find 
out if there is anything that will improve the time from when you hit the 
create button to the forms of the class appearing in the Admin Tool and the 
Pending status disappearing from the class manager GUI.
   
  I have tried adding the followings and playing with the values but to no 
avail?!?! 
   
  set-process-time-out
  Plugin-Filter-API-Thread
  Filter-Api-Timeout

   
  Do you know of any other tricks?
   
  Many thanks
   
  Frex
   
   

 
-
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Re: Webserver issue.

[harrylee]

I thought the recommended config is to have the midtier server as close to
the clients as possible.

For example.
Ohio = midtier for Ohio users
India = ar server

Where India = midtier and arserver would be very slow for ohio users.




Rajesh N wrote:
> 
> 
> 
> Dear All,
> I have recently configured a webserver. But the performance which i am
> getting is very slow. Can anyone tell me some settings that can be done
> or check so that i can improve the performance.
> 
>   Moreover can some tell me how to remove this error
> " ARERR [9295] 
>   Incorrect login parameters. Web page, user, and/or server name(s) must
> be provided. "
> 
> 
> Arsystem 6.3
> midtier 6.3 patch 21
> Application server  Location : India
> Midtier webserver : Mason(Ohia State)
> 
> 
> 
> Regards
> 
> 
> 
>  
>  
> Important notice:This e-mail and any attachment thereto contains corporate
> proprietary information. If you have received it by mistake, please notify
> us immediately by reply e-mail and delete this e-mail and its attachments
> from your system. Thank You.
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> 
> 

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Arerr 1950: Error loading menu

[Shrestha, Manjari R.]

ARS 5.1.2 on Win 2000 with SQL 2000 SP3

In the middle of routine work yesterday our remedy server began throwing
error "Arerr 1950: Error loading menu". The error does not seem to be
appearing for all the agents, only few. I looked at the memory and they
have plenty unused. Any advise would be greatly appreciated. 

 

Error loading menu

Character menu expansion failed in the symbols library; the menu did not
load. This is often caused by a lack of space in the Windows resource
heap when loading large menus.

 

Thanks!

Manjari R. Shrestha

  

 


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Re: Form deletion from Remedy

[Timothy Powell]

For ARS 6.3, Server Events is in Chapter 11 of the Developing AR System
Applications: Advanced Guide. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Viji.PK
Sent: Tuesday, November 20, 2007 9:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Form deletion from Remedy

Nothing gets tracked. I dont get anything out of remedy documents. Please
pass your thoughts

-
Thanks,
Viji
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Re: Form deletion from Remedy

[Viji.PK]

Nothing gets tracked. I dont get anything out of remedy documents. Please
pass your thoughts

-
Thanks,
Viji
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Re: OSX 10.5 + Safari + ARS 7.1 = :)

[Sokol, Brian]

I have experienced the slow script error message as well and we are
using Help Desk 5.6 on Mid Tier 7.1. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Tuesday, November 20, 2007 2:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: OSX 10.5 + Safari + ARS 7.1 = :)

Now that OS X 10.5.1 has been released with security patching for many
of the problems in 10.5.0, I have been brave (or foolish) enough to
upgrade several machines to 10.5.1.  It was partly out of irritation.

Last week I opened a new ticket with BMC on the problems that Safari
3.0.4 has with ITSM 7.0.02.006 in mid-tier 7.1 - the same problems the
Safari beta had against 7.1, I might add.  Support told me my complaint
was invalid since I was testing on an "unsupported" OS - 10.4.11 (and
sent me a free copy of the 7.1.00 Compatibility Matrix to add to my
collection).  Over the weekend I installed 10.5.1 and tried again, and
to my complete and utter amazement, Safari 3.0.4 on OS X 10.5.1
misbehaves EXACTLY the same way it does on 10.4.11.  Imagine that. The
most prominent misbehaviors, all of which ultimately lead to your
bailing out of Safari with possibly a floating license left in use are:

The Close button on the Incident Console (and others) blanks the screen
but fails to return to the Home Page from which it was launched.  Unless
you load the debug menu for Safari and turn them off (unselect Enable
Runaway JavaScript Timer), you will be entertained by a series of Slow
Script error messages. Forcing a refresh of the browser brings back the
Incident Console in all of its glory most of the time, but if you wait
long enough before doing so, it may bring up the Home Page.

Failing to load the Home Page and obtain access the Logout link there,
you click on the Logout item on the Incident Console.  Or click on the
Logout link on the Home Page - you don't need to go anywhere else to
test this, you are trapped in a session you cannot end as soon as it
loads.  You will now experience either a never ending chain of Slow
Script errors, or having suppressed them, a frozen screen with an
insanely whirling colored spinner.  Time to remember where the
open-Apple - Option - Esc keys are (that's Command-Option-Esc for you
younger folks) and do a Force Quit of Safari.  You're done, and the
armidtier0.log just hangs right in its tracks until something happens in
a valid session from a different client.

Obviously Safari 3.0.4 on OS X 10.5.1 and ITSM 7.x over mid-tier 7.1
aren't any more ready for prime time than they were on 10.4.11.  As I
mentioned Thursday, all other functions of the application are actually
quite a bit faster, even on the old slug-bug of a Mac Mini Core Solo I
have at home. I guess it's back to FireFox 2.0 (2.0.0.7 to be exact) for
now; it only can't comprehend the Close button any better than Safari
(or IE 7.0, for that matter), but it CAN Logout and theoretically
release any licenses.

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


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Re: Form deletion from Remedy

[Rick Cook]

You can track server events for things like that.  Look in the Server Events
form, and then in your AR system docs for the table of codes.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Viji.PK
Sent: Tuesday, November 20, 2007 4:43 AM
To: arslist@ARSLIST.ORG
Subject: Form deletion from Remedy

Hi All,

How to track the deletion of a Regular form through Admin tool. Will it
leave any traces like which user deleted it or the time it was deleted?

Please put your thoughts

Thanks,
Viji

-
Thanks,
Viji
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Form deletion from Remedy

[Viji.PK]

Hi All,

How to track the deletion of a Regular form through Admin tool. Will it
leave any traces like which user deleted it or the time it was deleted?

Please put your thoughts

Thanks,
Viji

-
Thanks,
Viji
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Field Description Documentation

[Abdullah Baytops]

Hello All,

 

Is there a list readily available that contains a detailed list of all the
fields and the description of what the field is supposed to be used for in
the 7.0 Incident and Problem Management Application?

 

Thanks in Advance
Abdul Baytops



 


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Re: Mid-Tier displays GMT time

[Elinore AR]

Just to add, you can refer to this Remedy page explaining Mid-Tier
Date/Time

http://www.remedy.com/customers/dht/archive/04-04-2005_B.htm

Cheers!

~ Eli ~

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