Re: Remedy Link for SQL

[Jean weird]

Frans,

Remedy Link for SQL is compatible with windows OS. So install it on windows
to connnect to Remedy Server on Solaris.

- Jean.


On 12/12/07, Ferreira, Frans F <[EMAIL PROTECTED]> wrote:
>
> **
>
> All Listers
>
>
>
> I need to integrate Altiris into the CMDB using the ALT2CMDB integration
> together with Remedy Link for SQL and EIE. The BMC Remedy Server is running
> on Solaris and the Altiris Database is on Windows Server 2003 Standard
> Edition.
>
>
>
> Does my EIE and Remedy Link for SQL need to run on a separate server in
> order to connect to Altiris Database and the Data Exchange Application needs
> to be installed on the Solaris machine?
>
>
>
> Any suggestions on the best configuration for the above?
>
>
>
>
>
> Frans Ferreira
>
>
>
> __
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Query on the Opget list Remedy Webservices

[arun]

Hi all,

I have a query on the Remedy Opget list option.

We need to know how we can get a list of results from another application
based on a qualification and display it to the user.

SCENARIO:
There is an application which has a set of records. They will publish a web
service for us so that if we consume that web service they will return
multiple entries for us based on the qualification.

We have to get all the values returned and display it to the user. User
should choose one among the several records displayed and that chosen record
will get stored in the form which called the get list web service.

If anyone has ideas about the above mentioned scenario please let us know
about it.

Thanks
Arun

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Re: Currency Fields - Change Default value

[Peter Romain]

A good question!

I had this issue raised by a customer using CMDB & Asset Management but
fortunately managed to avoid any action by hiding the finance tabs on
classes they were using as they were not interested in these fields at the
time.

I'm not aware of any utilities to do this.

What I considered doing was:
- for attributes in the CMDB I was going to create a cmdbdriver script to
change the default
- sql the data dictionary to change any remaining non-CMDB currency fields
(field.defaultValue)
- bounce the server to re-cache

I never tried this but I can't see why this wouldn't work.

Cheers

Peter




> Hi Listers,
>
> We have a requirement where we need to change the default values of all
> the exiting Currency fields from USD to GBP on all the forms in ITSM
> 7.0.2. I tried looking for current utilities, but could not find one.
> Please le me know if you are aware of any BMC recommended best
> practice...easy method which can help us.
>
> Thanks & Regards,
> Phani.
> Voip: +44 20718 25413
>
>
>
> This e-mail and any attachment is for authorised use by the intended
> recipient(s) only. It may contain proprietary material, confidential
> information and/or be subject to legal privilege. It should not be copied,
> disclosed to, retained or used by, any other party. If you are not an
> intended recipient then please promptly delete this e-mail and any
> attachment and all copies and inform the sender. Thank you.
>
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Need Checklist for the procedures involved in upgrading the existing system from AR System 6.3 to 7.1.

[Srinivasa_Durga]

Hello listers,
 
   Shortly we are going for ITSM 6.3 to 7.1 upgrade and i am new to this 
operation. I would be very thankful, if somebody can share any documents 
prepared with their previous experience or refer any site or any source where i 
can find related info.
 
I am in need of the following.
 
1. Checklist for the procedures involved in upgrading the existing system from 
AR System 6.3 to 7.1.
2. Database conversion from existing AR System to AR System 7.1 for Development 
and Production environment.
 
OS: Windows 2003, DB : Sqlserver.
 
Thank in advance.
Srinivas.
 


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intended recipient/s and may contain material that is CONFIDENTIAL AND PRIVATE 
COMPANY INFORMATION. Any review or reliance by others or copying or 
distribution or forwarding of any or all of the contents in this message is 
STRICTLY PROHIBITED. If you are not the intended recipient, please contact the 
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Need Checklist for the procedures involved in upgrading the existing system from AR System 6.3 to 7.1

[Srinivasa_Durga]

Hello listers,
 
   Shortly we are going for ITSM 6.3 to 7.1 upgrade and i am new to this 
operation. I would be very thankful, if somebody can share any documents 
prepared with their previous experience or refer any site or any source where i 
can find related info.
 
I am in need of the following.
 
1. Checklist for the procedures involved in upgrading the existing system from 
AR System 6.3 to 7.1.
2. Database conversion from existing AR System to AR System 7.1 for Development 
and Production environment.
 
OS: Windows 2003, DB : Sqlserver.
 
Thank in advance.
Srinivas.


DISCLAIMER:
This email (including any attachments) is intended for the sole use of the 
intended recipient/s and may contain material that is CONFIDENTIAL AND PRIVATE 
COMPANY INFORMATION. Any review or reliance by others or copying or 
distribution or forwarding of any or all of the contents in this message is 
STRICTLY PROHIBITED. If you are not the intended recipient, please contact the 
sender by email and delete all copies; your cooperation in this regard is 
appreciated.

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Re: Currency Fields - Change Default value

[Robert Stecher]

Hi Phani,

you could use a tool called arcurrencydefault.exe. This should be
available on BMC Support Web.

Cheers

Robert

On Mi, Dezember 12, 2007 12:48, Peter Romain wrote:
> A good question!
>
> I had this issue raised by a customer using CMDB & Asset Management but
> fortunately managed to avoid any action by hiding the finance tabs on
> classes they were using as they were not interested in these fields at the
> time.
>
> I'm not aware of any utilities to do this.
>
> What I considered doing was:
> - for attributes in the CMDB I was going to create a cmdbdriver script to
> change the default
> - sql the data dictionary to change any remaining non-CMDB currency fields
> (field.defaultValue)
> - bounce the server to re-cache
>
> I never tried this but I can't see why this wouldn't work.
>
> Cheers
>
> Peter
>
>
>
>
>> Hi Listers,
>>
>> We have a requirement where we need to change the default values of all
>> the exiting Currency fields from USD to GBP on all the forms in ITSM
>> 7.0.2. I tried looking for current utilities, but could not find one.
>> Please le me know if you are aware of any BMC recommended best
>> practice...easy method which can help us.
>>
>> Thanks & Regards,
>> Phani.
>> Voip: +44 20718 25413
>>
>>
>>
>> This e-mail and any attachment is for authorised use by the intended
>> recipient(s) only. It may contain proprietary material, confidential
>> information and/or be subject to legal privilege. It should not be
>> copied,
>> disclosed to, retained or used by, any other party. If you are not an
>> intended recipient then please promptly delete this e-mail and any
>> attachment and all copies and inform the sender. Thank you.
>>
>> ___
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>>
>
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>


-- 
--
Robert Stecher

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Help with new 7.1 install

[Barber, Sue]

Hello,

 

We are trying to install a new server - version 7.1, patch 1, Linux OS
(Red Hat Enterprise Linux 4 Update 5).

 

Sequence of events:  Was told the patch was a full install, so tried
thatthen we installed version 7 as an overwrite, installed the
approval server to eliminate the ARAPPNOTE 4501 and ARAPPERR 4583
messages.  Installed patch 1, approval errors came back, but we
connected (the one and only time) with the user tool, attempted to
re-install approval server to re-eliminate the ARAPPNOTES and then
started getting the below again ( we have seen these messages
throughout the install)  Have a ticket in to BMC, but I don't think
they understand what the problem is:  

 

 

$ ./arsystem start

./arsystem: line 369: ulimit: open files: cannot modify limit:
Operation not permitted

Action Request System initializing.

Starting AR System Server

 

 (ARNOTE 0)

   AR Monitor version 7.1.00 Patch 001 200711161033 started.

 

 (ARNOTE 0)

   AR Monitor started.

 

 (ARNOTE 0)

   ARMonitor child process (pid:4544) started.

./arserverd

server: locale=[[ en_US.utf8 ]],

 LANG=[[ en_US.utf8 ]] NLS_LANG=[[ american_america.AL32UTF8 ]]

 

Action Request System(R)  Server   Version 7.1.00 Patch 001
200711161033

(c) Copyright 1991-2007 BMC Software, Inc.

 

390600 : SQL database is not available -- will retry connection (ARNOTE
590)

   ORA-01034: ORACLE not available

ORA-27101: shared memory realm does not exist

Linux-x86_64 Error: 2: No such file or directory

 

Action Request System initialization is complete.

 

 

Any suggestions?

 

Sue

 

 


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Re: DDE vs. OLE

[Carey Matthew Black]

Andy,

It is my understanding that OLE can do such things.

Here is the rub You will have to work with the "file owner" to
establish where you dump your data to and what to call after you have
dumped it. (some VBS in the file) And when they want you to start
dumping the data "somewhere else" or in "some other format" then you
have to be involved again.

Another rub is that OLE is Excel version dependent so when you have an
active link set up for Office 2000 it may or may not work in office
XP. However, if you set it up using Office XP then it will most likely
NOT work with Office 2000. You would be relying on Micro$ofts idea of
forward and backwards compatibility.


However, what John is suggesting (sounds to me to be like) is that
they already have invested resource in VBA so they can programmaticly
get the data from the AR ODBC driver. This would shift the
responsibility totally to the VBA programmer and should allow them to
have ultimate flexibility with what they do with the data in Excel or
other formats/places. I even remember some sample VBA code to interact
with the Remedy( pre [EMAIL PROTECTED]@# days) ODBC driver, but I can not find
it at the second. ( Maybe someone from the List can dig up an
example??)

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.

> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
> Sent: Tuesday, December 11, 2007 2:23 PM
> To: arslist@ARSLIST.ORG
> Subject: DDE vs. OLE
>
> I have a need to have some data from a form sent to an existing excel
> spreadsheet. I was thinking of using DDE, but from what I've read it
> sounds as though I may be better of in the long run using OLE.
>
> I wanted to be sure OLE would do what I needed before I wasted my time
> trying.
>
> I've been asked to see if I can have Remedy open a pre-existing
> spreadsheet (lots of VB in the background) and place certain data from a
> form into the correct cells on the spreadsheet. I have no control of the
> spreadsheet itself, but I might be able to get the owner to make
> modifications if I need to.
>
> Is this possible using OLE?
>
>
> Tanks All,
>
> Andy L. Mayfield
> Sr. System Operation Specialist
> Alabama Power Company
> Office: 205-226-1805
> Cell: 205-288-9140
> SoLinc: 10*19140

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Re: DDE vs. OLE (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

I found an example which may help

On the following open pdf

http://remedy.ccit.arizona.edu/officialdocs/6.3/Integrating.pdf

Page 171 has an example of how to do this with DDE.

I have done this before (it's been a while), but I remember the
following:

1. Set up Tools, Options, Enable Report to Applications in the User Tool
2. Create a DDE.INI in your Home directory. Use the example on Page 171
or the examples in Remedy User help
3. If you use the example in Remedy User help you can output test data
to help record the VBA Macro in Excel
4. Record the VBA Macro in MS Excel with a chart (as seen on page 171)
or whatever (pivottables are cool)
5. Name the VBA Macro. You will use this in the DDE.INI (see page 171
for syntax on "Command2")
6. Try running a report using the raw VBA macro and the Export to
Applications capability in the Remedy Report Writer
7. If it works, attach a button to the report using Open Window, etc.
8. The tough part is to make it work for any data set. This will require
the adjustment of the VBA code to perform Relative addressing rather
than Absolute (which is what you get when you record the VBA macro).
9. Remember Microsoft Office products integrate with each other so you
can integrate with any of the Microsoft products using this technique
(Bill Gates is to be congradulated on this. Think about what Microsoft
did. Outlook can talk to Word. Word can talk to Excel. Excel can talk to
Access. Heck you could probably talk to MS Project and Visio if you
wanted. For other reasons I am not a Bill Gates fan, but he did good on
Microsoft Office, etc.) 

You'll be amazed with what you can do when the two link up and you start
seeing results.

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, December 11, 2007 2:23 PM
To: arslist@ARSLIST.ORG
Subject: DDE vs. OLE

I have a need to have some data from a form sent to an existing excel
spreadsheet. I was thinking of using DDE, but from what I've read it
sounds as though I may be better of in the long run using OLE. 

I wanted to be sure OLE would do what I needed before I wasted my time
trying.  

I've been asked to see if I can have Remedy open a pre-existing
spreadsheet (lots of VB in the background) and place certain data from a
form into the correct cells on the spreadsheet. I have no control of the
spreadsheet itself, but I might be able to get the owner to make
modifications if I need to.

Is this possible using OLE?


Tanks All,

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140 


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Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: Help with new 7.1 install

[Axton]

This is nothing to worry about as long as the limits are set high enough:
./arsystem: line 369: ulimit: open files: cannot modify limit:
Operation not permitted

This is a problem with the Oracle instance or the file permissions of
the client on the ars host:
ORA-27101: shared memory realm does not exist

Best way to troubleshoot this is to connect with sql*plus as the
remedy owner user.

Axton Grams

On Dec 12, 2007 8:26 AM, Barber, Sue <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Hello,
>
>
>
> We are trying to install a new server – version 7.1, patch 1, Linux OS (Red
> Hat Enterprise Linux 4 Update 5).
>
>
>
> Sequence of events:  Was told the patch was a full install, so tried
> that….then we installed version 7 as an overwrite, installed the approval
> server to eliminate the ARAPPNOTE 4501 and ARAPPERR 4583 messages.
> Installed patch 1, approval errors came back, but we connected (the one and
> only time) with the user tool, attempted to re-install approval server to
> re-eliminate the ARAPPNOTES and then started getting the below again ( we
> have seen these messages throughout the install)  Have a ticket in to BMC,
> but I don't think they understand what the problem is:
>
>
>
>
>
> $ ./arsystem start
>
> ./arsystem: line 369: ulimit: open files: cannot modify limit: Operation not
> permitted
>
> Action Request System initializing.
>
> Starting AR System Server
>
>
>
>  (ARNOTE 0)
>
>AR Monitor version 7.1.00 Patch 001 200711161033 started.
>
>
>
>  (ARNOTE 0)
>
>AR Monitor started.
>
>
>
>  (ARNOTE 0)
>
>ARMonitor child process (pid:4544) started.
>
> ./arserverd
>
> server: locale=[[ en_US.utf8 ]],
>
>  LANG=[[ en_US.utf8 ]] NLS_LANG=[[ american_america.AL32UTF8 ]]
>
>
>
> Action Request System(R)  Server   Version 7.1.00 Patch 001 200711161033
>
> (c) Copyright 1991-2007 BMC Software, Inc.
>
>
>
> 390600 : SQL database is not available -- will retry connection (ARNOTE 590)
>
>ORA-01034: ORACLE not available
>
> ORA-27101: shared memory realm does not exist
>
> Linux-x86_64 Error: 2: No such file or directory
>
>
>
> Action Request System initialization is complete.
>
>
>
>
>
> Any suggestions?
>
>
>
> Sue
>
>
>
>   __20060125___This posting was submitted with HTML in
> it___

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Re: Video Display issues with Remedy User

[Anderson, Douglas W.]

James,

No help here, but I see the same intermittent behavior with patch 18 of the 
6.03 User Tool on XP Pro. So, it's apparently an "undocumented feature" of the 
UT that has been there for a while.

Peace,
Doug Anderson
Mayo Clinic
Rochester, MN

Opinions expressed are necessarily mine, not necessarily those of the Mayo 
Foundation.


Original message:
Date:    Tue, 11 Dec 2007 14:40:02 -0600
From:    James Van Sickle <[EMAIL PROTECTED]>
Subject: Video Display issues with Remedy User

Fellow ARSListers

  I am using Remedy User 6.03 Patch 20 accessing an ARS Server 6.03
Patch 20 server.  My workstation is using Windows XP Pro for an OS.  The
following problem appears to happen inconsistently, but has happened on
multiple workstations.  When a user is switching between Remedy User and
another program, the screen does not fresh the Remedy User window as it
should.  Often this causes either a blank screen or just the green
background of the Remedy form opened to be shown.  Minimizing and restoring
the Remedy User window causes the screen to refresh and show the form
normally.  Dragging a non-maximized Remedy User window out of view below
the screen and back up into view also causes the form to refresh.  This
appears to happen when I have two programs open or over a dozen programs
open with no consistency.  None of the other programs running at the time
this occurs or afterwards show any signs of the same issue.

My video settings on the first workstation to have this problem appear are:

Desktop: HP xw6400 Workstation
Plug & Play Monitor
NVIDIA Quadro NVS 285 128 MB Adapter
1600x1200 pixels
32-bit color quality
96 Normal Size DPI setting
60 Hertz Screen Refresh Rate

Video settings for the second device experiencing this problem:

Laptop: Compaq nc6400
ATI Mobility Radeon X1300 Adapter
1024x600 pixels
32 bit color quality
96 Normal Size DPI setting
60 Hertz Screen Refresh Rate

  Any assistance would be greatly appreciated on this issue.  The only
display issues I have run into in the past is when users have Large Fonts
enabled on their display settings.  Both systems are using small fonts so I
am at a loss as to what is causing this issue.  Thank you for your time.

(Embedded image moved to file: pic16439.gif)Countrywide

James Van Sickle
Remedy Developer II
IT - Enterprise Change & Config

 972-696-5779 Office  1000 Coit Road
   92-540- Internal   Mail Stop: PCRD-2-78  
 214-399-1254 Cell    Plano, TX 75075   

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Re: DDE vs. OLE

[Reiser, John J]

Andy and Carey,

We are not actually coding in VBA, just using it. I've used it as ad-hoc
reporting when I wanted a something a little more involved that I could
get out of a raw ARS search and report. It uses the view so you don't
need to know Txxx and Cx numbers. And before I built import
forms for Request ID matching I used Excel queries to retrieve the
Request ID, match it to my asset tag spreadsheet entries and import it
directly into the Asst form ( with arimport.exe).

When you have the ARS WUT installed on your local Window$ machine you
have access to the AR ODBC driver.
Excel can access the different ODBC connections available on your PC.
The Data menu in Excel lets you connect a spreadsheet to external data.
By making the connection to the ARSystem via the AR ODBC you are using
the API to retrieve data. The onus is on the people requesting the data
from Remedy to keep their file updated. All you need to provide is an
account with permissions. They can use any legitimate account in the
system. We just provide a Restricted Read account so we can control
access permissions. 

Now if you don't have ARUser installed there must be a way of putting
the necessary files on the PC so the ODBC connection can be used. I just
never went that far with it.

HTH,

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, December 12, 2007 8:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: DDE vs. OLE

Andy,

It is my understanding that OLE can do such things.

Here is the rub You will have to work with the "file owner" to
establish where you dump your data to and what to call after you have
dumped it. (some VBS in the file) And when they want you to start
dumping the data "somewhere else" or in "some other format" then you
have to be involved again.

Another rub is that OLE is Excel version dependent so when you have an
active link set up for Office 2000 it may or may not work in office XP.
However, if you set it up using Office XP then it will most likely NOT
work with Office 2000. You would be relying on Micro$ofts idea of
forward and backwards compatibility.


However, what John is suggesting (sounds to me to be like) is that they
already have invested resource in VBA so they can programmaticly get the
data from the AR ODBC driver. This would shift the responsibility
totally to the VBA programmer and should allow them to have ultimate
flexibility with what they do with the data in Excel or other
formats/places. I even remember some sample VBA code to interact with
the Remedy( pre [EMAIL PROTECTED]@# days) ODBC driver, but I can not find it at
the second. ( Maybe someone from the List can dig up an
example??)

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.

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
> Sent: Tuesday, December 11, 2007 2:23 PM
> To: arslist@ARSLIST.ORG
> Subject: DDE vs. OLE
>
> I have a need to have some data from a form sent to an existing excel 
> spreadsheet. I was thinking of using DDE, but from what I've read it 
> sounds as though I may be better of in the long run using OLE.
>
> I wanted to be sure OLE would do what I needed before I wasted my time

> trying.
>
> I've been asked to see if I can have Remedy open a pre-existing 
> spreadsheet (lots of VB in the background) and place certain data from

> a form into the correct cells on the spreadsheet. I have no control of

> the spreadsheet itself, but I might be able to get the owner to make 
> modifications if I need to.
>
> Is this possible using OLE?
>
>
> Tanks All,
>
> Andy L. Mayfield
> Sr. System Operation Specialist
> Alabama Power Company
> Office: 205-226-1805
> Cell: 205-288-9140
> SoLinc: 10*19140


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Mid-Tier 6.3 report file location

[Dwayne Martin]

Hello everyone,

If you run a Remedy report in "CSV" format on Mid-Tier 6.3, and choose 
Destination "File" where does it put the file?

The 7.1 documentation says "If you selected File, you will be prompted for a 
file name AND DESTINATION" (emphasis mine).

But alas, we are still at Mid-Tier 6.3, and all we get to enter is the file 
name. There is nothing saying where it is going. It looks like the file gets 
saved, but we can't find it on the server or local machine.

I tried looking for the 6.3 documentation but can't find it on the Remedy 
website.

(IIS 5 web server on Win 2K, ARS (except for Mid-Tier) 7.1, RH Linux ARS 
server, Oracle 10.2)

Dwayne Martin
James Madison University

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Re: Video Display issues with Remedy User

[Wes Nichols]

One thing that I have seen cause this is if the system is running low on
GDI objects.  You can add this to the task manager view.  The system
seems to be limited to around 10,000 of these.  Some processes can
consume thousands if they run for a long time.  One such process is
wisptis.exe.   It also seems that the Remedy User is very sensitive to
this resource.  I have started seeing this behavior with only about 5000
GDI objects in use on the system.
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of James Van Sickle
Sent: Tuesday, December 11, 2007 2:40 PM
To: arslist@ARSLIST.ORG
Subject: Video Display issues with Remedy User


Fellow ARSListers

  I am using Remedy User 6.03 Patch 20 accessing an ARS Server 6.03
Patch 20 server.  My workstation is using Windows XP Pro for an OS.  The
following problem appears to happen inconsistently, but has happened on
multiple workstations.  When a user is switching between Remedy User and
another program, the screen does not fresh the Remedy User window as it
should.  Often this causes either a blank screen or just the green
background of the Remedy form opened to be shown.  Minimizing and
restoring
the Remedy User window causes the screen to refresh and show the form
normally.  Dragging a non-maximized Remedy User window out of view below
the screen and back up into view also causes the form to refresh.  This
appears to happen when I have two programs open or over a dozen programs
open with no consistency.  None of the other programs running at the
time
this occurs or afterwards show any signs of the same issue.

My video settings on the first workstation to have this problem appear
are:

Desktop: HP xw6400 Workstation
Plug & Play Monitor
NVIDIA Quadro NVS 285 128 MB Adapter
1600x1200 pixels
32-bit color quality
96 Normal Size DPI setting
60 Hertz Screen Refresh Rate

Video settings for the second device experiencing this problem:

Laptop: Compaq nc6400
ATI Mobility Radeon X1300 Adapter
1024x600 pixels
32 bit color quality
96 Normal Size DPI setting
60 Hertz Screen Refresh Rate

  Any assistance would be greatly appreciated on this issue.  The
only
display issues I have run into in the past is when users have Large
Fonts
enabled on their display settings.  Both systems are using small fonts
so I
am at a loss as to what is causing this issue.  Thank you for your time.

(Embedded image moved to file: pic16439.gif)Countrywide


James Van Sickle
Remedy Developer II
IT - Enterprise Change & Config


 
 972-696-5779 Office  1000 Coit Road 
   92-540- Internal   Mail Stop: PCRD-2-78   
 214-399-1254 CellPlano, TX 75075
 




==

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with this communication is strictly confidential, is intended only for
the use of the intended recipient, and is the property of Countrywide
Financial Corporation or its affiliates and subsidiaries.  If you are
not the intended recipient, you are hereby notified that any use of the
information contained in or transmitted with the communication or
dissemination, distribution, or copying of this communication is
strictly prohibited by law.  If you have received this communication in
error, please immediately return this communication to the sender and
delete the original message and any copy of it in your possession.

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addressed. If you have received this email in error destroy it
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Data Management Administrators Guide

[Bowen, Marc]

Has anyone used the new data management (Patch 9003) process for loading
data into ITSM 7. yet?  I was reading through the document and it
doesn't appear that this should be used for normal people creation.  If
anyone can share how they perform their daily or weekly people creation
(other than manual) it would be greatly appreciated.

 

ARS 7.1

ITSM 7.

Oracle 10g

Solaris

 

Marc Bowen
Remedy Skilled Professional
[EMAIL PROTECTED] 

 




***
The information in this email is confidential and may be legally privileged.
It is intended solely for the addressee. Access to this email by anyone else is
unauthorized. If you are not the intended recipient, any disclosure, copying,
distribution or any action taken or omitted to be taken in reliance on it, is
prohibited and may be unlawful. When addressed to our clients any opinions or
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Re: Data Management Administrators Guide

[Bowen, Marc]

Thanks Rick!

 

Marc Bowen
Remedy Skilled Professional
Office (201) 307-8274
[EMAIL PROTECTED] 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, December 12, 2007 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Data Management Administrators Guide

 

** 

No, it says it's just for initial data load.  Effective Technology's
product can be used as efffectively for both initial and maintenance
loads.

 

Rick
 

On 12/12/07, Bowen, Marc <[EMAIL PROTECTED]> wrote: 

** 

Has anyone used the new data management (Patch 9003) process for loading
data into ITSM 7. yet?  I was reading through the document and it
doesn't appear that this should be used for normal people creation.  If
anyone can share how they perform their daily or weekly people creation
(other than manual) it would be greatly appreciated. 

 

ARS 7.1

ITSM 7.

Oracle 10g

Solaris

 

Marc Bowen
Remedy Skilled Professional
[EMAIL PROTECTED] 

 

 

***

 

The information in this email is confidential and may be legally
privileged.

It is intended solely for the addressee. Access to this email by anyone
else is

unauthorized. If you are not the intended recipient, any disclosure,
copying,

distribution or any action taken or omitted to be taken in reliance on
it, is

prohibited and may be unlawful. When addressed to our clients any
opinions or

advice contained in this email are subject to the terms and conditions

expressed in the governing KPMG client engagement letter.

 

***

 
 
 
 
__20060125___This posting was submitted with HTML in
it___


__20060125___This posting was submitted with HTML in
it___ 




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The information in this email is confidential and may be legally privileged.
It is intended solely for the addressee. Access to this email by anyone else is
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distribution or any action taken or omitted to be taken in reliance on it, is
prohibited and may be unlawful. When addressed to our clients any opinions or
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Re: Data Management Administrators Guide

[Bowen, Marc]

Do you know the name of the product?  I am on www.effectivetechnology.ca
and cannot find any product information.

 

Marc Bowen
Remedy Skilled Professional
[EMAIL PROTECTED] 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, December 12, 2007 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Data Management Administrators Guide

 

** 

No, it says it's just for initial data load.  Effective Technology's
product can be used as efffectively for both initial and maintenance
loads.

 

Rick
 

On 12/12/07, Bowen, Marc <[EMAIL PROTECTED]> wrote: 

** 

Has anyone used the new data management (Patch 9003) process for loading
data into ITSM 7. yet?  I was reading through the document and it
doesn't appear that this should be used for normal people creation.  If
anyone can share how they perform their daily or weekly people creation
(other than manual) it would be greatly appreciated. 

 

ARS 7.1

ITSM 7.

Oracle 10g

Solaris

 

Marc Bowen
Remedy Skilled Professional
[EMAIL PROTECTED] 

 

 

***

 

The information in this email is confidential and may be legally
privileged.

It is intended solely for the addressee. Access to this email by anyone
else is

unauthorized. If you are not the intended recipient, any disclosure,
copying,

distribution or any action taken or omitted to be taken in reliance on
it, is

prohibited and may be unlawful. When addressed to our clients any
opinions or

advice contained in this email are subject to the terms and conditions

expressed in the governing KPMG client engagement letter.

 

***

 
 
 
 
__20060125___This posting was submitted with HTML in
it___


__20060125___This posting was submitted with HTML in
it___ 




***
The information in this email is confidential and may be legally privileged.
It is intended solely for the addressee. Access to this email by anyone else is
unauthorized. If you are not the intended recipient, any disclosure, copying,
distribution or any action taken or omitted to be taken in reliance on it, is
prohibited and may be unlawful. When addressed to our clients any opinions or
advice contained in this email are subject to the terms and conditions
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Re: Data Management Administrators Guide

[Rick Cook]

No, it says it's just for initial data load.  Effective Technology's product
can be used as efffectively for both initial and maintenance loads.

Rick

On 12/12/07, Bowen, Marc <[EMAIL PROTECTED]> wrote:
>
> **
>
> Has anyone used the new data management (Patch 9003) process for loading
> data into ITSM 7. yet?  I was reading through the document and it doesn't
> appear that this should be used for normal people creation.  If anyone can
> share how they perform their daily or weekly people creation (other than
> manual) it would be greatly appreciated.
>
>
>
> ARS 7.1
>
> ITSM 7.
>
> Oracle 10g
>
> Solaris
>
>
>
> *Marc Bowen*
> *Remedy Skilled Professional*
> [EMAIL PROTECTED]
>
>
>
> ***
>
> The information in this email is confidential and may be legally privileged.
> It is intended solely for the addressee. Access to this email by anyone else 
> is
> unauthorized. If you are not the intended recipient, any disclosure, copying,
> distribution or any action taken or omitted to be taken in reliance on it, is
> prohibited and may be unlawful. When addressed to our clients any opinions or
> advice contained in this email are subject to the terms and conditions
> expressed in the governing KPMG client engagement letter.
>
> ***
>
>
>
> __20060125___This posting was submitted with HTML in it___
>
>

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Re: Mid-Tier 6.3 report file location

[Dwayne Martin]

Actually, I'm not sure it is going to a file.  Even tho the "Run Report" 
options window distinctly says "Destination: File", the report pops up in the 
screen behind the "Reports" form.

It looks like it is ignoring the "Destination" choice and sending the report to 
the screen.

Dwayne Martin
James Madison University

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--- Begin Message ---
Hello everyone,

If you run a Remedy report in "CSV" format on Mid-Tier 6.3, and choose 
Destination "File" where does it put the file?

The 7.1 documentation says "If you selected File, you will be prompted for a 
file name AND DESTINATION" (emphasis mine).

But alas, we are still at Mid-Tier 6.3, and all we get to enter is the file 
name. There is nothing saying where it is going. It looks like the file gets 
saved, but we can't find it on the server or local machine.

I tried looking for the 6.3 documentation but can't find it on the Remedy 
website.

(IIS 5 web server on Win 2K, ARS (except for Mid-Tier) 7.1, RH Linux ARS 
server, Oracle 10.2)

Dwayne Martin
James Madison University

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--- End Message ---

Re: Data Management Administrators Guide

[McClure, Don]

Caution: the Effective Technology literature says it is not intended for 
support staff, due to
complexity of permissions/roles/accesses.  Frankly, I have examined both the 
EffectTech
product, and ITSM P9003;  both appear to have their strengths for Remedy 
'customers',
but neither presents with a definite advantage in managing support staff 
(perhaps, due to
complexity of our environment).  I have used both EffectTech and the ITSM suite 
to load
other data (companies, locations, organizations, support groups), in a 
multi-tenancy
environment (22 operating companies, 3 customer companies, 320 +/- 
organizations,
70 support groups with *relatively* distinct portfolios of responsibility).  
The 'support staff'
aspect is important for us, as student employees reflect a 20% turnover in our 
support staff
each year (sometimes, each semester!!).  We use another import method straight 
from
LDAP for our 128K authorized customers (Christopher Strauss adaptation)-and this
update is much more frequent than most Remedy systems will require.

For the Effective Technologies suite:  http://www.effect-tech.com/products.html

Please note-both EffectTech and ITSM packages are 'command wrappers' around
arimportcmd.exe; I have never seen a successful import from that command 
executed
on a WORKSTATION-but import is straightforward with all files and command on 
server itself.

Environment:

ITSM 7.0.02.006 (Incident, Problem, Change Management);
Remedy Knowledge Mgmt 7.1.01.001; Service Level Mgmt 7.1, AIE 7.1;
Kinetic Request 4.0.3, Survey Lite 4.0.3, Calendar Lite 1.0.1;
on AR Server, AREmail, Approval, Assignment, Mid-Tier, and Flashboards 
7.1.00.001
on: Win2K3 Ent x64 / SQL Server 2005 x64
WindowsXP and Vista desktops
(yes, this is Christopher Strauss' environment-his office is across the hall 
from mine!)


Don W. McClure, P.E.
Administrator & Engineer
University of North Texas
dwmac_at_unt.edu
940.565.3287

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Marc Bowen
Sent: Wednesday, December 12, 2007 9:15 AM
To: McClure, Don; arslist@ARSLIST.ORG
Subject: Re: Data Management Administrators Guide

**
Do you know the name of the product?  I am on www.effectivetechnology.ca and 
cannot find any product information.


Marc Bowen
Remedy Skilled Professional
[EMAIL PROTECTED]

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Error/Not Error

[J.T. Shyman]

ARS 7.01 on Windows with SQL 2005

I'm got a set of workflow that includes a staging form. I want to delete a
record from the staging form if it is successfully pushed to its
destination. I added the appropriate Run Process command but it doesn't
work. In the ARFilter.log I see:

   
  0: Process
   
@@:Application-Delete-Entry "SGI:LDAP_People Stage"
0014860
   
   Error while performing filter action

And in ARError.log I see:

Wed Dec 12 10:55:17 2007  390620 : Failure while trying to run the
filter/escalation process (ARERR 24)
Wed Dec 12 10:55:17 2007 No error : @@:Application-Delete-Entry
"SGI:LDAP_People Stage" 0014860

So riddle me this: If there is "No error" then why is it failing? :-)
(Obviously "no error" in this case means there isn't an error message, per
se, but that the process still failed). 

J.T. Shyman
Remedy Consultant
Column Technologies
[EMAIL PROTECTED]
AIM: JToddShyman
Y!IM: MCIQuincy


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Re: Data Management Administrators Guide

[Rick Cook]

You're correct, Don.  Any bulk data loading into ITSM, regardless of the
tool or method, should be done by the Data Administrator(s) of the system,
not the Support Staff.  Most of us have seen (and those who haven't, take
heed) ITSM configuration data run amok because of insufficient controls
around the ability to add/modify configuration data.

Rick

On 12/12/07, McClure, Don <[EMAIL PROTECTED]> wrote:
>
> **
>
> Caution: the Effective Technology literature says it is not intended for
> support staff, due to complexity of permissions/roles/accesses.  Frankly,
> I have examined both the EffectTech product, and ITSM P9003;  both appear
> to have their strengths for Remedy 'customers', but neither presents with
> a definite advantage in managing support staff (perhaps, due to  complexity
> of our environment).
>
  I have used both EffectTech and the ITSM suite to load other data
> (companies, locations, organizations, support groups), in a multi-tenancy 
> environment
> (22 operating companies, 3 customer companies, 320 +/- organizations, 70
> support groups with *relatively* distinct portfolios of responsibility).
> The 'support staff' aspect is important for us, as student employees
> reflect a 20% turnover in our support staff each year (sometimes, each
> semester!!).  We use another import method straight from LDAP for our 128K
> authorized customers (Christopher Strauss adaptation)—and this update is
> much more frequent than most Remedy systems will require.
>
  For the Effective Technologies suite:
> http://www.effect-tech.com/products.html
>
> Please note—both EffectTech and ITSM packages are 'command wrappers'
> around arimportcmd.exe; I have never seen a successful import from that
> command executed on a WORKSTATION—but import is straightforward with all
> files and command on server itself.
>
> Environment:
>
> ITSM 7.0.02.006 (Incident, Problem, Change Management);
> Remedy Knowledge Mgmt 7.1.01.001; Service Level Mgmt 7.1, AIE 7.1;
> Kinetic Request 4.0.3, Survey Lite 4.0.3, Calendar Lite 1.0.1;
> on AR Server, AREmail, Approval, Assignment, Mid-Tier, and Flashboards
> 7.1.00.001
> on: Win2K3 Ent x64 / SQL Server 2005 x64
>
> WindowsXP and Vista desktops (yes, this is Christopher Strauss'
> environment—his office is across the hall from mine!)
>
>  Don W. McClure, P.E.
>
> Administrator & Engineer
>
> University of North Texas
>
> dwmac_at_unt.edu
>
> 940.565.3287
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Marc Bowen
> *Sent:* Wednesday, December 12, 2007 9:15 AM
> *To:* McClure, Don; arslist@ARSLIST.ORG
> *Subject:* Re: Data Management Administrators Guide
>
>
>
> **
>
> Do you know the name of the product?  I am on www.effectivetechnology.caand 
> cannot find any product information.
>
>
>
> *Marc Bowen*
> *Remedy Skilled Professional*
> [EMAIL PROTECTED]
> __20060125___This posting was submitted with HTML in
> it___
>

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Re: Error/Not Error

[Peter Romain]

Try removing the @@: from the command as its not needed in a filter run
process and will cause it to fail.

Cheers

Peter




> ARS 7.01 on Windows with SQL 2005
>
> I'm got a set of workflow that includes a staging form. I want to delete a
> record from the staging form if it is successfully pushed to its
> destination. I added the appropriate Run Process command but it doesn't
> work. In the ARFilter.log I see:
>
>
>  > 0: Process
>
>  >   @@:Application-Delete-Entry "SGI:LDAP_People Stage"
> 0014860
>
>  >  Error while performing filter action
>
> And in ARError.log I see:
>
> Wed Dec 12 10:55:17 2007  390620 : Failure while trying to run the
> filter/escalation process (ARERR 24)
> Wed Dec 12 10:55:17 2007 No error : @@:Application-Delete-Entry
> "SGI:LDAP_People Stage" 0014860
>
> So riddle me this: If there is "No error" then why is it failing? :-)
> (Obviously "no error" in this case means there isn't an error message, per
> se, but that the process still failed).
>
> J.T. Shyman
> Remedy Consultant
> Column Technologies
> [EMAIL PROTECTED]
> AIM: JToddShyman
> Y!IM: MCIQuincy
>
>
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7.0.1 Email Authentication Problems

[Wheeler, Dylan]

I'm trying to track down an authentication problem with my dev server.
Up until this week it was working fine.
I had to reinstall the email engine this week and now it wont send out
any emails. 
 
I verified that the service is starting as the AD user.
I send an email to the AD user, log in to the server as the AD user and
I am able to open outlook and see the mail
I verified that my email configuration shows the right profile inside of
Remedy.
 
This is what i see in stderr.log
 
Dec 12, 2007 10:45:40 AM com.remedy.arsys.emaildaemon.LoggingModule
doWork
SEVERE: Authentication failed 
Dec 12, 2007 11:15:40 AM com.remedy.arsys.emaildaemon.LoggingModule
doWork
SEVERE: Authentication failed 
Dec 12, 2007 11:45:40 AM com.remedy.arsys.emaildaemon.LoggingModule
doWork
SEVERE: Authentication failed 
Dec 12, 2007 12:15:40 PM com.remedy.arsys.emaildaemon.LoggingModule
doWork
SEVERE: Authentication failed
 
7.0.1 Patch 5 on Windows
 
Any ideas where it's getting the bad auth info? 

- 

Dylan Wheeler
Production Control Analyst Principal 
IT Operations 
Downey Savings & Loan Association, F.A. 
Email: [EMAIL PROTECTED]   

This message and any attachments are for the intended recipient(s) only
and may contain privileged, confidential and/or proprietary information
about Downey Savings or its customers, which Downey Savings does not
intend to disclose to the public. If you received this message by
mistake, please notify the sender by reply e-mail and delete the message
and attachments.

 

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Re: Mid-Tier 6.3 report file location

[Wheeler, Dylan]

Dwayne, I think I'm going through the same thing right now with 7.0.1.
Probably the same problem as with 6.3. I'll test it later on my 6.3
server to find out. 

If I have a report set to file and CSV here are the results I get.

User tool:
First time I run it it opens the CSV in a preview window
Second time and every time after it will save the file. Default path is
to the User Home directory. I can manually add a path to my desktop to
have it created there.
If I select another report and go back to that report it will show the
preview again.

Mid Tier:
First time I run it it will open the window in the back and then error
out. (I think this is a configuration issue with my server)
Second time and any time after it will show a popup window that says
Report Failed.


- 

Dylan Wheeler
Production Control Analyst Principal 
IT Operations 
Downey Savings & Loan Association, F.A. 
Email: [EMAIL PROTECTED]



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Wednesday, December 12, 2007 7:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier 6.3 report file location


Actually, I'm not sure it is going to a file.  Even tho the "Run Report"
options window distinctly says "Destination: File", the report pops up
in the screen behind the "Reports" form.

It looks like it is ignoring the "Destination" choice and sending the
report to the screen.

Dwayne Martin
James Madison University


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This message and any attachments are for the intended recipient(s) only and may 
contain privileged, confidential and/or proprietary information about Downey 
Savings or its customers, which Downey Savings does not intend to disclose to 
the public.  If you received this message by mistake, please notify the sender 
by reply e-mail and delete the message and attachments.

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Question: ITSM 7.0 - Overview Console

[T. Dee]

I'm interested if anyone has customized / changed the Overview Console.

I want to add some fields from Incident to this table.

Thanks!

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Re: 7.0.1 Email Authentication Problems

[Eli Schilling]

Dylan,
 
Did it stop working before or directly after the re-install?  In the 
installation log are there any errors that mention something like temp.arx 
failed to import...something about unique key constraint (sorry, I can't 
remember the exact verbiage).
 
During the re-install it creates serveral import files that it uses to create 
the AR_IN and AR_OUT mailbox records in the AR System Email Mailbox 
Configuration form.  If you didn't delete these records prior to the re-install 
it will fail to import them.  Its possible something was corrupted and you need 
to re-create your config records in the aforementioned form.
 
Cheers!
Eli



From: Action Request System discussion list(ARSList) on behalf of Wheeler, Dylan
Sent: Wed 12/12/2007 9:29 AM
To: arslist@ARSLIST.ORG
Subject: 7.0.1 Email Authentication Problems


** 
I'm trying to track down an authentication problem with my dev server. Up until 
this week it was working fine.
I had to reinstall the email engine this week and now it wont send out any 
emails. 
 
I verified that the service is starting as the AD user.
I send an email to the AD user, log in to the server as the AD user and I am 
able to open outlook and see the mail
I verified that my email configuration shows the right profile inside of Remedy.
 
This is what i see in stderr.log
 
Dec 12, 2007 10:45:40 AM com.remedy.arsys.emaildaemon.LoggingModule doWork
SEVERE: Authentication failed 
Dec 12, 2007 11:15:40 AM com.remedy.arsys.emaildaemon.LoggingModule doWork
SEVERE: Authentication failed 
Dec 12, 2007 11:45:40 AM com.remedy.arsys.emaildaemon.LoggingModule doWork
SEVERE: Authentication failed 
Dec 12, 2007 12:15:40 PM com.remedy.arsys.emaildaemon.LoggingModule doWork
SEVERE: Authentication failed
 
7.0.1 Patch 5 on Windows
 
Any ideas where it's getting the bad auth info? 

- 

Dylan Wheeler
Production Control Analyst Principal 
IT Operations 
Downey Savings & Loan Association, F.A. 
Email: [EMAIL PROTECTED]   

This message and any attachments are for the intended recipient(s) only and may 
contain privileged, confidential and/or proprietary information about Downey 
Savings or its customers, which Downey Savings does not intend to disclose to 
the public. If you received this message by mistake, please notify the sender 
by reply e-mail and delete the message and attachments.

 
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Re: Error/Not Error

[Grooms, Frederick W]

Filters do not need (or want) the @@: 

The Filter log shows the command failed (because it did not know what
the command was).  The ARError.log shows that the O/S did not return an
error code

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Wednesday, December 12, 2007 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Error/Not Error

ARS 7.01 on Windows with SQL 2005

I'm got a set of workflow that includes a staging form. I want to delete
a record from the staging form if it is successfully pushed to its
destination. I added the appropriate Run Process command but it doesn't
work. In the ARFilter.log I see:

   
  0: Process
   
@@:Application-Delete-Entry "SGI:LDAP_People Stage"
0014860
   
   Error while performing filter action

And in ARError.log I see:

Wed Dec 12 10:55:17 2007  390620 : Failure while trying to run the
filter/escalation process (ARERR 24)
Wed Dec 12 10:55:17 2007 No error : @@:Application-Delete-Entry
"SGI:LDAP_People Stage" 0014860

So riddle me this: If there is "No error" then why is it failing? :-)
(Obviously "no error" in this case means there isn't an error message,
per se, but that the process still failed). 

J.T. Shyman
Remedy Consultant
Column Technologies
[EMAIL PROTECTED]
AIM: JToddShyman
Y!IM: MCIQuincy

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Re: Error/Not Error

[J.T. Shyman]

Yeah, I figured that out about 30 seconds after I hit  on the email.
LOL!

J.T. Shyman
Column Technologies

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Peter Romain
Sent: Wednesday, December 12, 2007 11:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error/Not Error

Try removing the @@: from the command as its not needed in a filter run
process and will cause it to fail.

Cheers

Peter




> ARS 7.01 on Windows with SQL 2005
>
> I'm got a set of workflow that includes a staging form. I want to delete a
> record from the staging form if it is successfully pushed to its
> destination. I added the appropriate Run Process command but it doesn't
> work. In the ARFilter.log I see:
>
>
>  > 0: Process
>
>  >   @@:Application-Delete-Entry "SGI:LDAP_People Stage"
> 0014860
>
>  >  Error while performing filter action
>
> And in ARError.log I see:
>
> Wed Dec 12 10:55:17 2007  390620 : Failure while trying to run the
> filter/escalation process (ARERR 24)
> Wed Dec 12 10:55:17 2007 No error : @@:Application-Delete-Entry
> "SGI:LDAP_People Stage" 0014860
>
> So riddle me this: If there is "No error" then why is it failing? :-)
> (Obviously "no error" in this case means there isn't an error message, per
> se, but that the process still failed).
>
> J.T. Shyman
> Remedy Consultant
> Column Technologies
> [EMAIL PROTECTED]
> AIM: JToddShyman
> Y!IM: MCIQuincy
>
>
>

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Re: Question: ITSM 7.0 - Overview Console

[Roger Justice]

Since this is a new concept I was able to make active existing fields that were 
not already mapped however when I tried to add a new field it did not work. I 
tried the modification about a year ago.


-Original Message-
From: T. Dee <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wed, 12 Dec 2007 12:03 pm
Subject: Question: ITSM 7.0 - Overview Console


** 
I'm interested if anyone has customized / changed the Overview Console.

?

I want to add some fields from Incident to this table.


Thanks!

?

?
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More new features than ever.  Check out the new AOL Mail ! - 
http://webmail.aol.com

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Re: 7.0.1 Email Authentication Problems

[Wheeler, Dylan]

Thanks for the reply Eli.
It wasn't working before, I figured out the problem though. I don't have
access to the box, have to work on it through someone else. They had put
the wrong Application Service password in when we installed. Had them
change the Application Service password to match the one they put in for
the email install and it started working heh.

- 

Dylan Wheeler
Production Control Analyst Principal 
IT Operations 
Downey Savings & Loan Association, F.A. 
Email: [EMAIL PROTECTED]



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling
Sent: Wednesday, December 12, 2007 9:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.0.1 Email Authentication Problems


Dylan,
 
Did it stop working before or directly after the re-install?  In the
installation log are there any errors that mention something like
temp.arx failed to import...something about unique key constraint
(sorry, I can't remember the exact verbiage).
 
During the re-install it creates serveral import files that it uses to
create the AR_IN and AR_OUT mailbox records in the AR System Email
Mailbox Configuration form.  If you didn't delete these records prior to
the re-install it will fail to import them.  Its possible something was
corrupted and you need to re-create your config records in the
aforementioned form.
 
Cheers!
Eli



From: Action Request System discussion list(ARSList) on behalf of
Wheeler, Dylan
Sent: Wed 12/12/2007 9:29 AM
To: arslist@ARSLIST.ORG
Subject: 7.0.1 Email Authentication Problems


** 
I'm trying to track down an authentication problem with my dev server.
Up until this week it was working fine. I had to reinstall the email
engine this week and now it wont send out any emails. 
 
I verified that the service is starting as the AD user.
I send an email to the AD user, log in to the server as the AD user and
I am able to open outlook and see the mail I verified that my email
configuration shows the right profile inside of Remedy.
 
This is what i see in stderr.log
 
Dec 12, 2007 10:45:40 AM com.remedy.arsys.emaildaemon.LoggingModule
doWork
SEVERE: Authentication failed 
Dec 12, 2007 11:15:40 AM com.remedy.arsys.emaildaemon.LoggingModule
doWork
SEVERE: Authentication failed 
Dec 12, 2007 11:45:40 AM com.remedy.arsys.emaildaemon.LoggingModule
doWork
SEVERE: Authentication failed 
Dec 12, 2007 12:15:40 PM com.remedy.arsys.emaildaemon.LoggingModule
doWork
SEVERE: Authentication failed
 
7.0.1 Patch 5 on Windows
 
Any ideas where it's getting the bad auth info? 

- 

Dylan Wheeler
Production Control Analyst Principal 
IT Operations 
Downey Savings & Loan Association, F.A. 
Email: [EMAIL PROTECTED]   

This message and any attachments are for the intended recipient(s) only
and may contain privileged, confidential and/or proprietary information
about Downey Savings or its customers, which Downey Savings does not
intend to disclose to the public. If you received this message by
mistake, please notify the sender by reply e-mail and delete the message
and attachments.

 
__20060125___This posting was submitted with HTML in
it___ 


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Re: Line Breaks?

[Kemes, Lisa]

Thanks a bunch!  This worked!



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ferreira, Frans F
Sent: Wednesday, December 12, 2007 1:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Line Breaks?


** 

Try the following:

 

$App1$ + ",|" + $App2$ + ",|" + $App3$ 

 

Where the pipe character above is a "Hard Enter" from the keyboard.

 

Frans Ferreira

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: 11 December 2007 11:55 PM
To: arslist@ARSLIST.ORG
Subject: Line Breaks?

 

I am setting a field with data from 10 other fields.  Right now I'm
setting this field with $App1$ + ", " + $App2$ + ", " + $App3$  (etc...)

 

In the field it looks like this:  App1, App2, App3

 

I'd like it to look like this:  

App1,

App2,

App3

 

Any ideas?

 

Lisa

 


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Re: Question: ITSM 7.0 - Overview Console

[Jarl Grøneng]

It takes some time to understand the logic behind the overview
console, but when thats done its quite cool stuff you can do with it.
We created our own overview: reading from Change, Task, homwgrown
Helpdesk, and two other applications.

If you want to add fields, be sure that the fields are common in all
forms you want to display in the console.

--
Jarl

On Dec 12, 2007 6:03 PM, T. Dee <[EMAIL PROTECTED]> wrote:
> **
> I'm interested if anyone has customized / changed the Overview Console.
>
> I want to add some fields from Incident to this table.
>
> Thanks!
>
>   __20060125___This posting was submitted with HTML in
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Unicode...

[Jarl Grøneng]

Intresting answers from BMC:
http://developer.bmc.com/jiveProd/thread.jspa?threadID=8144&tstart=0

I'm reading the answer from David as the application developers does
not know the difference between a byte and a character

--
Jarl

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Load Balancing

[McManus Michael A SSgt HQ 754 ELSG/DOMH]

Dear listers,
We're in the process of a 7.0 upgrade and a new hardware 
configuration and we're trying to explore our options.  I figured this is 
likely the best place to ask the pertinent questions.  We just bought 3 new 
servers, and the plan was to set up a server group to help with load balancing. 
 My question is what is the best way to handle something like this? We're 
totally new to this (we've always run on one production server with the 
database on the server) and our initial thought was 2 production servers with 
the user load split between the two and the third server as an external 
database.  I was posed a question today and I'm unsure whether it can be done.  
Is it possible (and advisable if it is) to set up two production servers with a 
database on each server and have those databases effectively mirror each other 
in real time? I'm under the impression that a server grouping reduces stress on 
the server, but there is still a bottleneck at the database since all the 
servers in the group are using the same db.  Anyone out there have experience 
with something like this that can point me in the right direction?

Thanks much,

Michael A. McManus, SSgt, USAF
Remedy Developer
HQ 754 ELSG/DOMH

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DDE vs. OLE

[Mayfield, Andy L.]

Is anyone out there using DDE as an Active Link action?  If so, I could
ready use some help with the syntax. Right now I am trying to accomplish
a "Poke", but would love to have information on any and all of the
commands.

Thanks,

P.S. DDE = Deviously Diabolic Entity

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, December 11, 2007 1:23 PM
To: arslist@ARSLIST.ORG
Subject: DDE vs. OLE

I have a need to have some data from a form sent to an existing excel
spreadsheet. I was thinking of using DDE, but from what I've read it
sounds as though I may be better of in the long run using OLE. 

I wanted to be sure OLE would do what I needed before I wasted my time
trying.  

I've been asked to see if I can have Remedy open a pre-existing
spreadsheet (lots of VB in the background) and place certain data from a
form into the correct cells on the spreadsheet. I have no control of the
spreadsheet itself, but I might be able to get the owner to make
modifications if I need to.

Is this possible using OLE?


Tanks All,

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


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Re: Data Management Administrators Guide

[McClure, Don]

Further clarificationwe certainly do not allow anyone other than an admin 
to enter config data.  Ever.

My observation is only that:  BMC advertises this tool as running from the 
desktop.
Effective Technologies implies that the executable may be run on either desktop 
or server.  In fact, BMC's
documentation recommends installing on the desktop. I have only witnessed the 
executable working successfully
executed on the server itself, no desktop involvement (other than a remote 
log-in session).

Don W. McClure, P.E.
Administrator & Engineer
University of North Texas
dwmac_at_unt.edu
940.565.3287

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rick Cook
Sent: Wednesday, December 12, 2007 10:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Data Management Administrators Guide

**
You're correct, Don.  Any bulk data loading into ITSM, regardless of the tool 
or method, should be done by the Data Administrator(s) of the system, not the 
Support Staff.  Most of us have seen (and those who haven't, take heed) ITSM 
configuration data run amok because of insufficient controls around the ability 
to add/modify configuration data.

Rick

On 12/12/07, McClure, Don <[EMAIL PROTECTED]> wrote:
**

Caution: the Effective Technology literature says it is not intended for 
support staff, due to complexity of permissions/roles/accesses.  Frankly, I 
have examined both the EffectTech product, and ITSM P9003;  both appear to have 
their strengths for Remedy 'customers', but neither presents with a definite 
advantage in managing support staff (perhaps, due to  complexity of our 
environment).

I have used both EffectTech and the ITSM suite to load other data (companies, 
locations, organizations, support groups), in a multi-tenancy environment (22 
operating companies, 3 customer companies, 320 +/- organizations, 70 support 
groups with *relatively* distinct portfolios of responsibility).  The 'support 
staff' aspect is important for us, as student employees reflect a 20% turnover 
in our support staff each year (sometimes, each semester!!).  We use another 
import method straight from LDAP for our 128K authorized customers (Christopher 
Strauss adaptation)-and this update is much more frequent than most Remedy 
systems will require.

For the Effective Technologies suite:  http://www.effect-tech.com/products.html

Please note-both EffectTech and ITSM packages are 'command wrappers' around 
arimportcmd.exe; I have never seen a successful import from that command 
executed on a WORKSTATION-but import is straightforward with all files and 
command on server itself.

Environment:

ITSM 7.0.02.006 (Incident, Problem, Change Management);
Remedy Knowledge Mgmt 7.1.01.001; Service Level Mgmt 7.1, 
AIE 7.1;
Kinetic Request 4.0.3, Survey Lite 4.0.3, Calendar Lite 1.0.1;
on AR Server, AREmail, Approval, Assignment, Mid-Tier, and Flashboards 
7.1.00.001
on: Win2K3 Ent x64 / SQL Server 2005 x64

WindowsXP and Vista desktops (yes, this is Christopher Strauss' environment-his 
office is across the hall from mine!)

Don W. McClure, P.E.

Administrator & Engineer

University of North Texas

dwmac_at_unt.edu

940.565.3287



From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG] On Behalf Of Marc Bowen
Sent: Wednesday, December 12, 2007 9:15 AM
To: McClure, Don; arslist@ARSLIST.ORG
Subject: Re: Data Management Administrators Guide



**

Do you know the name of the product?  I am on www. 
effectivetechnology.ca and cannot find any 
product information.



Marc Bowen
Remedy Skilled Professional
[EMAIL PROTECTED]
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Re: Help with new 7.1 install

[Jean weird]

Barber,

It seems to be a defect of installer.

-- Jean


On 12/12/07, Barber, Sue <[EMAIL PROTECTED]> wrote:
>
> **
>
> Hello,
>
>
>
> We are trying to install a new server – version 7.1, patch 1, Linux OS (Red
> Hat Enterprise Linux 4 Update 5).
>
>
>
> Sequence of events:  Was told the patch was a full install, so tried
> that….then we installed version 7 as an overwrite, installed the approval
> server to eliminate the ARAPPNOTE 4501 and ARAPPERR 4583 messages.
> Installed patch 1, approval errors came back, but we connected (the one and
> only time) with the user tool, attempted to re-install approval server to
> re-eliminate the ARAPPNOTES and then started getting the below again ( we
> have seen these messages throughout the install)  Have a ticket in to BMC,
> but I don't think they understand what the problem is:
>
>
>
>
>
> $ ./arsystem start
>
> ./arsystem: line 369: ulimit: open files: cannot modify limit: Operation
> not permitted
>
> Action Request System initializing.
>
> Starting AR System Server
>
>
>
>  (ARNOTE 0)
>
>AR Monitor version 7.1.00 Patch 001 200711161033 started.
>
>
>
>  (ARNOTE 0)
>
>AR Monitor started.
>
>
>
>  (ARNOTE 0)
>
>ARMonitor child process (pid:4544) started.
>
> ./arserverd
>
> server: locale=[[ en_US.utf8 ]],
>
>  LANG=[[ en_US.utf8 ]] NLS_LANG=[[ american_america.AL32UTF8 ]]
>
>
>
> Action Request System(R)  Server   Version 7.1.00 Patch 001 200711161033
>
> (c) Copyright 1991-2007 BMC Software, Inc.
>
>
>
> 390600 : SQL database is not available -- will retry connection (ARNOTE
> 590)
>
>ORA-01034: ORACLE not available
>
> ORA-27101: shared memory realm does not exist
>
> Linux-x86_64 Error: 2: No such file or directory
>
>
>
> Action Request System initialization is complete.
>
>
>
>
>
> Any suggestions?
>
>
>
> Sue
>
>
>
>
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Re: Problems to migrate ITSM 6.3 to 7.0 with customizations.

[Joel Sender]

Vinicius,
There is no way to MIGRATE to ITSM 7 from prior versions.

ITSM 7 is a different product, with different (ITIL) work process rules.
From prior versions of ITSM, you can only CONVERT to ITSM 7.

The only way an ITSM 7 project can succeed is to recognize that this is a
different product and you need to build the ‘foundation’ (config) data from
‘scratch’. You’ll need the involvement of all of the stakeholders. They will
need to analyze their processes and carefully define their organizational
rules, activity classifications, products, etc.  And remember that your
users will need formal training to understand the new paradigm.

 HTH,
Joel
*
Joel D. Sender
Director of Western Operations
QMX Support Services, Inc.
[EMAIL PROTECTED]
[EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Vinicius Regis
Sent: Monday, December 10, 2007 10:11 AM
To: arslist@ARSLIST.ORG
Subject: Problems to migrate ITSM 6.3 to 7.0 with customizations.

** Hello All,

I would know if somebody already performed the migration of ITSM 6.3 to 7.0
successfully.

I'm with some problems to do the migration, because my ITSM 6.3 has a lot of
customizations and I don't know if the Migration Tools migrate the
customized fields too.

The other problem is to migrate the foundation data of ITSM 6.3 to 7.0. Is
the Data Management Tool works fine?

If anybody know a great solution to perform the migration, please mail me!

Tks,
Vinicius.


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Re: Load Balancing

[Rick Cook]

And if you're using ITSM 7, increase your max thread count to about 2x-3x
what you have been accustomed to using.  It apparently does make a
difference.

Rick

On 12/12/07, Hall Chad - chahal <[EMAIL PROTECTED]> wrote:
>
> **
>
> You should go with 2 load balanced AR Servers in a server group with a
> separate standalone database server. Generally AR Server is going to be your
> bottleneck. A single database server should be able to easily handle the
> load of multiple AR Servers. Just be sure to configure your AR Servers for
> peak performance (fast/list/private threads, proper indexes, etc)
>
>
>
> *Chad Hall*
> (501) 342-2650
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *McManus Michael A SSgt HQ 754
> ELSG/DOMH
> *Sent:* Wednesday, December 12, 2007 2:25 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Load Balancing
>
>
>
> Dear listers,
>
> We're in the process of a 7.0 upgrade and a new hardware
> configuration and we're trying to explore our options.  I figured this is
> likely the best place to ask the pertinent questions.  We just bought 3 new
> servers, and the plan was to set up a server group to help with load
> balancing.  My question is what is the best way to handle something like
> this? We're totally new to this (we've always run on one production server
> with the database on the server) and our initial thought was 2 production
> servers with the user load split between the two and the third server as an
> external database.  I was posed a question today and I'm unsure whether it
> can be done.  Is it possible (and advisable if it is) to set up two
> production servers with a database on each server and have those databases
> effectively mirror each other in real time? I'm under the impression that a
> server grouping reduces stress on the server, but there is still a
> bottleneck at the database since all the servers in the group are using the
> same db.  Anyone out there have experience with something like this that can
> point me in the right direction?
>
>
>
> Thanks much,
>
>
>
> Michael A. McManus, SSgt, USAF
>
> Remedy Developer
>
> HQ 754 ELSG/DOMH
>
> ***
> 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___ __20060125___This posting was submitted with HTML
> in it___

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Re: Question: ITSM 7.0 - Overview Console

[Howard Richter]

Roger,

This should give you a starting place. I have added items on the Incidnet
and Task forms and then moved that data to the Overview Console.

Good Luck,

Howard

---

The Overview Console Table is populated using a plugin. The plugin returns
records from forms that are defined the SHR:ARDBC_OverviewConsoleTemplate
form. The Plugin will look at the Form Guid in this form, and search that
form. For example you will see the following 8 records in the
SHR:ARDBC_OverviewConsoleTemplate:

*FORM NAME*

*FORM GUID*

TMS:Task

TMSTASK

HPD:Helpdesk

MAINHELPDESK

PBM:Solution Database

MAINKNOWLEDGEDATABAE

PBM:Known Error

MAINKNOWNERROR

PBM:Problem Investigation

MAIONPROBLEM

CHG:Infrastructure Change

MAINCHANGE

AST:PurchaseRequisition

ASTPUREREQUISITION

AST:CI Unavialabilty

ASTCIUNAVIALBLITY

If you are logged into the RUT as appadmin for example, the plugin will
search the above forms to find the records that are assigned to appadmin and
populate the OverviewConsole similar to how the SHR:Consolidated list
worked.

But how are the fields mapped from the forms to the OverviewConsole , this
is done via the SHR:ARDBC fields form. Here you will see mapping for field
from the backend forms to the Vendor form hence populating the form. Form
example if you would like have more information in the Overview console, for
instance the First Name*+ field from the HPD:Helpdesk form.

The database id for this field is 100019 (in HPD:Helpdesk). This field
already exists in the forms:

SHR:ARDBC_OverviewConsoleTemplate

SHR:ARDBC_OverviewConsole

so we do not need to create it again ( you can map any fieldID the database
id do not have to match ,as long the database length is sufficient). But for
this example, the database ID are matching.

To create a mapping for the HPD:Helpdesk form. Open the SHR:ARDBCFields form
in new mode and use the following values:

FieldID: 100019

FormGUID: MAINHELPDESK

Vendor Field ID: 100019

Submitter: ARSystem

Open the SHR:OverviewConsole in the Admin Tool.

- open the table z2TH_ConsolidateTable1 properties

- on tab Table/Tree Property

- Look for First Name under Fields on Form and click Add

- Double click on the column First Name and add public Permissions

- Save and close the form.

Restart the plugin or ARServer.Open the OverviewConsole and there should now
be data for the First Name from the Incidents form.


On Dec 12, 2007 1:23 PM, Roger Justice <[EMAIL PROTECTED]> wrote:

> ** Since this is a new concept I was able to make active existing fields
> that were not already mapped however when I tried to add a new field it did
> not work. I tried the modification about a year ago.
>
>
> -Original Message-
> From: T. Dee <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Wed, 12 Dec 2007 12:03 pm
> Subject: Question: ITSM 7.0 - Overview Console
>
> ** I'm interested if anyone has customized / changed the Overview Console.
>
> I want to add some fields from Incident to this table.
>
> Thanks!
>
>
> __20060125___This posting was submitted with HTML in
> it___
>  --
> More new features than ever. Check out the new AOL 
> Mail
> !
> __20060125___This posting was submitted with HTML in
> it___




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

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Re: Clients losing server connection ever 45 min

[Howard Richter]

What version of ITSM? There are some issues with the plug-ins.

Howard

On Dec 6, 2007 9:01 AM, Olds, Kimberly M <[EMAIL PROTECTED]> wrote:

> **
>
> OK – I am desperate for some help so I am hoping that someone out there
> has seen this before.
>
> My clients are losing connectivity to the server every 45 minutes.  They
> get the ARERR 93 – Timeout during data retrieval due to busy server – retry
> the operation
>
> If I stop and restart the service on the server – they work again for
> another 45 minutes.  Funny thing is that I can still work in the admin tool
> on the server – so Remedy is functioning and the database is working.
>
> I have version 7.0.01 patch 001
>
> Oracle 9i
>
> Windows 2003 Server
>
> I am using LDAP for authentication.
>
> Everything worked fine on Monday and this started Tuesday morning.
>
> Any help is appreciated!
>
>
>
> *Kim Olds*
>
> Anne Arundel County Public Schools - Help Desk
>
> 410-222-5254
>
> 410-222-5611 fax
>
>
> __20060125___This posting was submitted with HTML in
> it___




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

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Re: Load Balancing

[Robert Halstead]

On server groups, all the application servers point to a central database.

Currently, we have 2 production application servers that are load balanced
through our F5 load balancer.  Both servers are pointed to a central oracle
database that runs on a different server.  In your situation, you could keep
the oracle database on the first server and just point the second server to
that database or just move the database to a different server and have both
application servers point to that database.

A couple of things that I've noticed since we started the server group:

   - Check your load balancer to understand how it actually load
   balances.  Ours for instance, balances based on IP's.  Our problem resulting
   of this, is that all of our call center agents are NAT'd into one IP address
   while the rest of the company is NAT'd to a couple of others.  Kind of
   defeats the purpose.
   - Make sure that the admin tool can modify workflow on both servers.
   With the load balancer, your not always going to get the same server
   (personal experience there).
   - Make sure that when you name your Remedy Application, that it is
   different accoss both servers.  For example, if you have your first server
   name remedy and your second server is name remedy, you will not see both
   servers in the AR System Server Group Ranking form (personal experience
   there).
   - Make sure you set your AR System Server Group Rank form accordingly
   so that processes are not duplicated. Remember that both servers are
   pointing to the same database and hence the same workflow.  This comes into
   view when running escalations.  Currently, we have our first server doing
   all the e-mailing, escalations, and any other admin processes while the
   second server isn't assigned any tasks.
   - You may experience a license issue when you recieve your ServerGroup
   licenses from BMC.  It's a bug that is hard to reproduce from their end
   apparently.  We had to delete our .multilicense file and have the arsystem
   regenerate it.  It's an annoying bugger.
   - Be aware that it took BMC several weeks to get our licenses and even
   then we had to resubmit several times because there was something wrong with
   them.  When you do try to switch the servers over into ServerGroup mode make
   sure and keep the existing licenses in there so that you can roll back.  We
   did this several times until we were sure all licenses were working
   correctly on both servers.

Hopefully this helps you guys in your quest to have a server group.

On Dec 12, 2007 1:25 PM, McManus Michael A SSgt HQ 754 ELSG/DOMH <
[EMAIL PROTECTED]> wrote:

> **
>
> Dear listers,
>
> We're in the process of a 7.0 upgrade and a new hardware
> configuration and we're trying to explore our options.  I figured this is
> likely the best place to ask the pertinent questions.  We just bought 3 new
> servers, and the plan was to set up a server group to help with load
> balancing.  My question is what is the best way to handle something like
> this? We're totally new to this (we've always run on one production server
> with the database on the server) and our initial thought was 2 production
> servers with the user load split between the two and the third server as an
> external database.  I was posed a question today and I'm unsure whether it
> can be done.  Is it possible (and advisable if it is) to set up two
> production servers with a database on each server and have those databases
> effectively mirror each other in real time? I'm under the impression that a
> server grouping reduces stress on the server, but there is still a
> bottleneck at the database since all the servers in the group are using the
> same db.  Anyone out there have experience with something like this that can
> point me in the right direction?
>
>
>
> Thanks much,
>
>
>
> Michael A. McManus, SSgt, USAF
>
> Remedy Developer
>
> HQ 754 ELSG/DOMH
>  __20060125___This posting was submitted with HTML in
> it___




-- 
"A fool acts, regardless; knowing well that he is wrong. The ignoramus acts
on only what he knows, but all that he knows.
The ignoramus may be saved, but the fool knows that he is doomed."

Robert Halstead

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Re: Load Balancing

[Hall Chad - chahal]

You should go with 2 load balanced AR Servers in a server group with a
separate standalone database server. Generally AR Server is going to be
your bottleneck. A single database server should be able to easily
handle the load of multiple AR Servers. Just be sure to configure your
AR Servers for peak performance (fast/list/private threads, proper
indexes, etc)

 

Chad Hall  
(501) 342-2650



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McManus Michael A SSgt HQ 754
ELSG/DOMH
Sent: Wednesday, December 12, 2007 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Load Balancing

 

Dear listers,

We're in the process of a 7.0 upgrade and a new hardware
configuration and we're trying to explore our options.  I figured this
is likely the best place to ask the pertinent questions.  We just bought
3 new servers, and the plan was to set up a server group to help with
load balancing.  My question is what is the best way to handle something
like this? We're totally new to this (we've always run on one production
server with the database on the server) and our initial thought was 2
production servers with the user load split between the two and the
third server as an external database.  I was posed a question today and
I'm unsure whether it can be done.  Is it possible (and advisable if it
is) to set up two production servers with a database on each server and
have those databases effectively mirror each other in real time? I'm
under the impression that a server grouping reduces stress on the
server, but there is still a bottleneck at the database since all the
servers in the group are using the same db.  Anyone out there have
experience with something like this that can point me in the right
direction?

 

Thanks much,

 

Michael A. McManus, SSgt, USAF

Remedy Developer

HQ 754 ELSG/DOMH

__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.

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Putting ARS 7.0.1 into production question

[Ricki Haines]

Hello,

 

After some weeks of testing in a dev environment, we're about ready to
put ARS 7.0.1 along with Incident and Problem Management into
production. I've purged the licenses from the current production server
so we have 60 days to get everyone up and running on the new server.
The question is how to go about flipping the switch.

Management wants to slowly (over a 3 - 4 week period) migrate support
people with fixed/floating licenses from the old server in order to not
slow down production.  All of our customers are internal users and
usually need help right away, not a few hours later.  Surely there must
be a better way.  I think if everyone is trained on the new system we
should be able to move everyone over at one time.  We have 4 - 5 people
manning the phones at the Help Desk and they take approximately 150
calls per day, along with emails and forms for user access changes.  I
can do a daily transfer of tickets remaining open to the new server but
that's a nightmare in itself.  If two phone support people are on the
old system and they get calls on tickets entered into the new system
that day,  that customer will see a delay in service while waiting for
the support person on the new system to get back to them.  Anyone have
an idea that's probably staring me in the face?

 

Thanks,

Ricki Haines




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Re: Putting ARS 7.0.1 into production question

[Rick Cook]

Ricki, one methodology that is used is that as of X date, all new tickets
will be opened in the new system, while existing ones get worked to closure
on the old.  After 30 days or so, all unclosed tickets will be migrated to
(or recreated in) the new system, and you can do what you will with the old
closed ones.

The pilot program is also a good one - have your most Sr. techs go first, so
that they can assist the others when its their turn.  There are many
variations of how "pilot" is defined, it's just a question of what fits best
for your situation.

Rick

On 12/12/07, Ricki Haines <[EMAIL PROTECTED]> wrote:
>
> **
>
> Hello,
>
> After some weeks of testing in a dev environment, we're about ready to put
> ARS 7.0.1 along with Incident and Problem Management into production. I've
> purged the licenses from the current production server so we have 60 days to
> get everyone up and running on the new server.  The question is how to go
> about flipping the switch.
>
> Management wants to slowly (over a 3 – 4 week period) migrate support
> people with fixed/floating licenses from the old server in order to not slow
> down production.  All of our customers are internal users and usually need
> help right away, not a few hours later.  Surely there must be a better way.
> I think if everyone is trained on the new system we should be able to move
> everyone over at one time.  We have 4 - 5 people manning the phones at the
> Help Desk and they take approximately 150 calls per day, along with emails
> and forms for user access changes.  I can do a daily transfer of tickets
> remaining open to the new server but that's a nightmare in itself.  If two
> phone support people are on the old system and they get calls on tickets
> entered into the new system that day,  that customer will see a delay in
> service while waiting for the support person on the new system to get back
> to them.  Anyone have an idea that's probably staring me in the face?
>
> Thanks,
>
> Ricki Haines
>
> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
> _ _ _ _
>
> This e-mail and any files transmitted with it are confidential and
> intended solely for the use of the individual or entity to whom
> they are addressed.
>
> If you have received this e-mail in error please notify the
> originator of the message. This footer also confirms that this
> e-mail message has been scanned for the presence of computer
> viruses.
>
> Any views expressed in this message are those of the individual
> sender, except where the sender specifies and with authority,
> states them to be the views of Liberty.
>
> Scanning of this message and addition of this footer is performed
> by filtering software in conjunction with virus detection software.
>
> __20060125___This posting was submitted with HTML in
> it___

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Re: Putting ARS 7.0.1 into production question

[Eli Schilling]

Ricki,
 
When we migrated from 6.3 to 7.0.02 we "flipped the switch".  Everyone was 
trained ahead of time and one sunday night I took our 6.3 environment down, 
copied over the data, changed the DNS alias from the old server to the new 
server and then disabled "admin-only" mode on the new server. (we were down 
about 8 hours)  We have a service desk with about 20 employees taking 400-600 
calls per day.  It was a little rocky the first few days but things smoothed 
out quickly.
 
Also, the gradual migration could cause confusion in your user base.  Unless 
you've configured your notifications to look exactly as they did before your 
end users will start to see email from a different address containing different 
information (depending on whether or not your using the email engine and how 
you've configured it)
 
IMHO the cons of a slow-drip migration heavily outweigh the risks of a "flip 
the switch" migration.
 
-Eli



From: Action Request System discussion list(ARSList) on behalf of Ricki Haines
Sent: Wed 12/12/2007 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Putting ARS 7.0.1 into production question


** 

Hello,

 

After some weeks of testing in a dev environment, we're about ready to put ARS 
7.0.1 along with Incident and Problem Management into production. I've purged 
the licenses from the current production server so we have 60 days to get 
everyone up and running on the new server.  The question is how to go about 
flipping the switch.

Management wants to slowly (over a 3 - 4 week period) migrate support people 
with fixed/floating licenses from the old server in order to not slow down 
production.  All of our customers are internal users and usually need help 
right away, not a few hours later.  Surely there must be a better way.  I think 
if everyone is trained on the new system we should be able to move everyone 
over at one time.  We have 4 - 5 people manning the phones at the Help Desk and 
they take approximately 150 calls per day, along with emails and forms for user 
access changes.  I can do a daily transfer of tickets remaining open to the new 
server but that's a nightmare in itself.  If two phone support people are on 
the old system and they get calls on tickets entered into the new system that 
day,  that customer will see a delay in service while waiting for the support 
person on the new system to get back to them.  Anyone have an idea that's 
probably staring me in the face?

 

Thanks,

Ricki Haines


_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
_ _ _ _

This e-mail and any files transmitted with it are confidential and
intended solely for the use of the individual or entity to whom
they are addressed.

If you have received this e-mail in error please notify the
originator of the message. This footer also confirms that this
e-mail message has been scanned for the presence of computer
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Any views expressed in this message are those of the individual
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Scanning of this message and addition of this footer is performed
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Re: Putting ARS 7.0.1 into production question

[Howard Richter]

Ricki,

A clean cut is the best bet. I like to use the 1st of a month over using a
weekend, so reporting can be cleaner.

A good date would have been the 1st of Dec. If weekends are the only way
then look at one as close to the end of the month as you can.

Just my 1 and 1/2 cents.

Howard

On Dec 12, 2007 4:24 PM, Ricki Haines <[EMAIL PROTECTED]>
wrote:

> **
>
> Hello,
>
>
>
> After some weeks of testing in a dev environment, we're about ready to put
> ARS 7.0.1 along with Incident and Problem Management into production. I've
> purged the licenses from the current production server so we have 60 days to
> get everyone up and running on the new server.  The question is how to go
> about flipping the switch.
>
> Management wants to slowly (over a 3 – 4 week period) migrate support
> people with fixed/floating licenses from the old server in order to not slow
> down production.  All of our customers are internal users and usually need
> help right away, not a few hours later.  Surely there must be a better way.
> I think if everyone is trained on the new system we should be able to move
> everyone over at one time.  We have 4 - 5 people manning the phones at the
> Help Desk and they take approximately 150 calls per day, along with emails
> and forms for user access changes.  I can do a daily transfer of tickets
> remaining open to the new server but that's a nightmare in itself.  If two
> phone support people are on the old system and they get calls on tickets
> entered into the new system that day,  that customer will see a delay in
> service while waiting for the support person on the new system to get back
> to them.  Anyone have an idea that's probably staring me in the face?
>
>
>
> Thanks,
>
> Ricki Haines
>
> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
> _ _ _ _
>
> This e-mail and any files transmitted with it are confidential and
> intended solely for the use of the individual or entity to whom
> they are addressed.
>
> If you have received this e-mail in error please notify the
> originator of the message. This footer also confirms that this
> e-mail message has been scanned for the presence of computer
> viruses.
>
> Any views expressed in this message are those of the individual
> sender, except where the sender specifies and with authority,
> states them to be the views of Liberty.
>
> Scanning of this message and addition of this footer is performed
> by filtering software in conjunction with virus detection software.
> __20060125___This posting was submitted with HTML in
> it___




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

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Re: Unicode...

[Easter, David]

> I'm reading the answer from David as the application developers does 
> not know the difference between a byte and a character

Yes, I do find this to be true - it's a combination of three things:

1. In older (6.3 and before) versions of AR System documentation, it was stated 
that the field length is in characters.  This didn't cause a problem when a 
character set has a one-to-one mapping of bytes to characters, but it isn't 
true for multi-byte languages.  So when we added Unicode support in 7.0, the 
documentation was updated to be more technically accurate that the field length 
is really in bytes, not characters.

2. Others just haven't read the documentation at all and make an assumption 
that "length" is in characters, when it's really in bytes.

3. Some folks don't know that characters can be more than one byte in length.  
So when they want a field to hold 10 characters, they select "10" as the field 
length.  Then, when Unicode is used, multi-byte characters exceed the field 
length of 10 bytes.

Put these together, and you run into this problem.

Note that by "application developers" I mean those that create applications on 
top of AR System.  The AR System engineers themselves have always known that 
field lengths are in bytes.  It's only recently with the introduction of 
Unicode support (i.e. 7.0.00 and forward) where there has been confusion in the 
customer base about this topic.

Thanks,

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

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Jarl Grøneng
Sent: Wednesday, December 12, 2007 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Unicode...

Intresting answers from BMC:
http://developer.bmc.com/jiveProd/thread.jspa?threadID=8144&tstart=0

I'm reading the answer from David as the application developers does
not know the difference between a byte and a character

--
Jarl

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Change Management email

[Mary Dollus]

Hi All,

This is a very weird thing at least I haven't encountered it before.

The email engine is running and emails are going out for Incident
Management; however they aren't for Change Management.  I tested with my
account to be sure all settings are correct. I'm set to receive email as my
default.. I set up email notifications for them instead of alert with the
default as email.  I should be getting notified if I'm assigned to Change
Manager, Change Assignee or Implementer. and also for Manager and Assignee
if it completes.

Has anyone else experienced this?

Thanks.  a ton!!!

Mary Dollus

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ESP license monitor recovery?

[Ann Kosch]

If Ontrack Data Recovery™ can recover these top ten disasters, could they 
restore ESP's license monitor software?  See their recent news section:


http://www.ontrackdatarecovery.com
~*~ ~*~ ~*~
A. R. Kosch
Special Projects/Analyst
Remedy ARS Administrator
[EMAIL PROTECTED]
785-532-4933
Kansas State University
Computing and Telecommunications Services

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Cannot log in to Remedy after Windows Server SP2 Install

[brooksm]

Help!!!
I just updated my ARS 7.0 on Windows 2003 SQL Server 2005 system to SP2.
Now, after rebooting the system, I cannot login to the system.

Cannot login to remedy1 as a preference server.

   user: brooks,  server: remedy1


Unable to successfully log in to any server.


I'm sure it's an easy fix, but I have no idea how to fix this. I'm not able
to log into the Admin tool either. 


Help!!!

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Re: Cannot log in to Remedy after Windows Server SP2 Install

[brooksm]

When logging into the Remedy client, it seems to hang on "Setting Server
Port..."



brooksm wrote:
> 
> Help!!!
> I just updated my ARS 7.0 on Windows 2003 SQL Server 2005 system to SP2.
> Now, after rebooting the system, I cannot login to the system.
> 
> Cannot login to remedy1 as a preference server.
> 
>user: brooks,  server: remedy1
> 
> 
> Unable to successfully log in to any server.
> 
> 
> I'm sure it's an easy fix, but I have no idea how to fix this. I'm not
> able to log into the Admin tool either. 
> 
> 
> Help!!!
> 
> 

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Re: Cannot log in to Remedy after Windows Server SP2 Install

[Frank Caruso]

1. Is ARS Remdy running. Do you see the ARS processes?
2. Can you log into the database?
3. Can you ping the server from your desktop?
4. Are there any errors in the error.log file?

On Dec 12, 2007 7:26 PM, brooksm <[EMAIL PROTECTED]> wrote:

> When logging into the Remedy client, it seems to hang on "Setting Server
> Port..."
>
>
>
> brooksm wrote:
> >
> > Help!!!
> > I just updated my ARS 7.0 on Windows 2003 SQL Server 2005 system to SP2.
> > Now, after rebooting the system, I cannot login to the system.
> >
> > Cannot login to remedy1 as a preference server.
> >
> >user: brooks,  server: remedy1
> >
> >
> > Unable to successfully log in to any server.
> >
> >
> > I'm sure it's an easy fix, but I have no idea how to fix this. I'm not
> > able to log into the Admin tool either.
> >
> >
> > Help!!!
> >
> >
>
> --
> View this message in context:
> http://www.nabble.com/Cannot-log-in-to-Remedy-after-Windows-Server-SP2-Install-tp14307282p14307300.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
>
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Re: Cannot log in to Remedy after Windows Server SP2 Install

[Rick Cook]

Check the service account info - sometimes upgrades return those to the
default data.

Rick

On 12/12/07, Frank Caruso <[EMAIL PROTECTED]> wrote:
>
> ** 1. Is ARS Remdy running. Do you see the ARS processes?
> 2. Can you log into the database?
> 3. Can you ping the server from your desktop?
> 4. Are there any errors in the error.log file?
>
> On Dec 12, 2007 7:26 PM, brooksm <[EMAIL PROTECTED]> wrote:
>
> > When logging into the Remedy client, it seems to hang on "Setting Server
> > Port..."
> >
> >
> >
> > brooksm wrote:
> > >
> > > Help!!!
> > > I just updated my ARS 7.0 on Windows 2003 SQL Server 2005 system to
> > SP2.
> > > Now, after rebooting the system, I cannot login to the system.
> > >
> > > Cannot login to remedy1 as a preference server.
> > >
> > >user: brooks,  server: remedy1
> > >
> > >
> > > Unable to successfully log in to any server.
> > >
> > >
> > > I'm sure it's an easy fix, but I have no idea how to fix this. I'm not
> > > able to log into the Admin tool either.
> > >
> > >
> > > Help!!!
> > >
> > >
> >
> > --
> >
> > View this message in context: 
> > http://www.nabble.com/Cannot-log-in-to-Remedy-after-Windows-Server-SP2-Install-tp14307282p14307300.html
> >
> >  Sent from the ARS (Action Request System) mailing list archive at
> > Nabble.com .
> >
> > ___
> >
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> >
> >
>
> __20060125___This posting was submitted with HTML in
> it___

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Re: Cannot log in to Remedy after Windows Server SP2 Install

[strauss]

Sp2 for Windows 2003 (could affect the firewall) or Sp2 for SQL Server
2005 (could affect the surface area configuration)?

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

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of brooksm
> Sent: Wednesday, December 12, 2007 6:25 PM
> To: arslist@ARSLIST.ORG
> Subject: Cannot log in to Remedy after Windows Server SP2 Install
> 
> Help!!!
> I just updated my ARS 7.0 on Windows 2003 SQL Server 2005 
> system to SP2.
> Now, after rebooting the system, I cannot login to the system.
> 
> Cannot login to remedy1 as a preference server.
> 
>user: brooks,  server: remedy1
> 
> 
> Unable to successfully log in to any server.
> 
> 
> I'm sure it's an easy fix, but I have no idea how to fix 
> this. I'm not able to log into the Admin tool either. 
> 
> 
> Help!!!
> 
> --
> View this message in context: 
> http://www.nabble.com/Cannot-log-in-to-Remedy-after-Windows-Se
rver-SP2-Install-tp14307282p14307282.html
> Sent from the ARS (Action Request System) mailing list 
> archive at Nabble.com.
> 
> __
> _
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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> 
> 

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Help Desk 5.5 w/ ARS 7.0.1??

[Ann Kosch]

Hello all,

First, I'm here in Kansas where you may have heard there are rampant power 
outages.  Some will last 7-10 days we are told.  So, it is nice to be here in my 
warm university office this evening instead of at my cold house (18 degrees 
tonight), for now at least <:$


But anyway, I would appreciate hearing from anyone who put Help Desk 5.5 on ARS 
7.0.1 (or 7.1?).


I've noticed here where several have done this (putting off, understandably, the 
Service Desk 7 leap for awhile as we plan?).


I've looked at development ARS 7.0.1 (w/o apps) enough now to make me think the 
Oracle-level backup/restore of current app to new ARS 7.0.1/Oracle won't work as 
it did in other changes.  I suspect I will have to install Help Desk 5 on ARS 
7.0.1 fresh and export/import the tables from ARS 5.1.2 to ARS 7.0.1 Help Desk. 
 Can I get any comments on this?


We hoped to spare the users until the next phase where we quantum leap them to 
Service Desk 7 and hopefully also new full Change.


It just seems that going to all the way to the really new ARS 7.1 instead of 
sticking with the patched 7.0.1 would create more risk.  But maybe that isn't 
the case?


We are keeping Oracle at 9 to avoid too much change at once for the app. 
Changing hardware, putting Oracle and Mid Tier on separate servers, adding an F5 
into the mix, and upgrading ARS 2 hops seems enough for one step in the 
strategy.  But I'm all ears!


Current production: Solaris 8, Oracle 9, ARS 5.1.2, Help Desk 5.5.1, MidTier 
6.3.  Everything on one box.  Not unicode.


Target development: Solaris 10, Oracle 9, ARS 7.0.1, Help Desk 5.5.1, MidTier 
6.3.  Oracle and Mid Tier on other boxes.  Even though the new server is behind 
an F5, we only have one Remedy server.  Still not unicode.


Thanks in advance for any insight.  If there are prior ARSLIST posts addressing 
this mix directly, I haven't located them but will likely keep trying.


Regards,
ann
~*~ ~*~ ~*~
A. R. Kosch
Special Projects/Analyst
Remedy ARS Administrator
[EMAIL PROTECTED]
785-532-4933
Kansas State University
Computing and Telecommunications Services

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ARS7.x: Database FieldID change

[Patel, Kamlesh]

All,

I am looking for making changes to existing fieldID of a field in remedy
form.  Does anyone have a utility or a quick process to do so.  There
are several pieces of workflow on the form and related forms associated
with the field whose fieldID will be changed.

 

ARS 7.0.1 Patch 4 on Windows running SQL Server.

 

Thank You

 

Kamlesh Patel

 


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Re: OT: Rant - SLA - Change / Task

[Rabi Tripathi]

Funny that you guys are talking about SLAs on tasks.
We will be building just that fairly soon (in ITSM 7).

I am not sure if it's a good idea or a workable idea.
It was not my idea. But it's going to be built.

I've seen companies not want to use tasks at all,
especially tasks that are assigned to an area outside
of the Change's assignee's. The reason: change is at
the mercy of tasks being completed on time. With
change and its task(s) touching on multiple ...
jurisdictions ...change's sla is not going to be
meaningful or fair, in that it doesn't purely measure
change assignee's performance. 

That is unless tasks themselves have SLAs (OLA is the
more appropriate term, but the difference is trivial
in SLM application). That's what has been requested
this time and we will build it. But, I am not sure how
it's going to work in practice. 

As I see it, slas have two purposes. One is
operational...try to get things done on time, by
setting clear goals & expectations, alerting parties
etc before and after etc. 

Second one is longer term...trend analysis, which can
provide feedback on organization's and process's
performance and aid with streamlining, refining for
better performance in future.

First one...I can see happening by simply having slas
defined on tasks.

However, defining tasks' slas (or OLAs) will be
trickier than for change. Tasks' schedule is at the
mercy of change's. Timing-wise, I can not yet see what
kind of slas will make sense on tasks. Change and its
tasks are intertwined at more than one points...in
terms of timing of planning, implementation etc.

Second one...performance analysis thru historic
reporting...it can be done on tasks...but if the goal
of having slas on tasks is to measure change's
performance more accurately by accounting for task's
performance...
...I am not sure how tasks' contribution (or lack of
it) to change's sla performance can be
added/subtracted so that change's (or change
assignee's) performance is isolated and measured...in
cases there were tasks done by parties other than
change's assignee. If there were tasks assigned both
within and outside change's assigned area, it gets
complicated. You can get overall performance of IT
organization, but not groups. 

Well, it's going to be built, so I will update you
guys later about the mechanics of building it.
Conceptually, architecturally it's fairly simple.

I am talking somewhat abstractly here. I have to warn
you that in the past when I have done that it has
sometimes turned out that I was talking non-sense...or
that I was doing pointless analysis.:) On this front
as well, I can update you guys...as to how well the
goals (which I am not completely clear on yet) are
met.


--- "Lammey, Peter A." <[EMAIL PROTECTED]>
wrote:

> It starting to sound like an OLA may make more sense
> to apply with the
> Tasks.
> Since tasks are needed for the success of a Change
> Request that is
> managed by another group internal to IT then OLAs
> should be measured
> against the tasks.  Not necessarily customer facing
> SLAs.
>  
> 
> 
> Thanks 
> Peter Lammey 
> ESPN MIT Technical Services & Applications
> Management 
> 860-766-4761 
> 
>  
> 
> 
> 
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Timothy
> Powell
> Sent: Friday, December 07, 2007 5:54 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: OT: Rant - SLA - Change / Task
> 
> 
> ** 
> 
> D.M. Jr. (whoever you are),
> 
>  
> 
> If you have an overall SLA (SLM) for a change
> request, then there MIGHT
> be a need for SLA/SLM for change tasks. In a change
> request, there are
> potentially numerous change tasks. These tasks could
> be assigned to
> various groups within an organization (think add an
> employee.you
> know what I mean"you" helped design that @work
> app in the past). If
> the overall responsibility for a change request
> resides with Group A,
> but some of the tasks reside with GroupB (and/or
> GroupC, D, E, etc.),
> then the overall CR could be impacted by the failure
> of those subsequent
> groups to perform their tasks in a timely manner.
> Thus Group A might
> have the need for an internal SLA/SLM with
> GroupB/C/D, etc.
> 
> Think and reply.
> 
>  
> 
>  
> 
> Tim
> 
>  
> 
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Doug
> Muller Jr
> Sent: Friday, December 07, 2007 4:17 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: OT: Rant - SLA - Change / Task
> 
>  
> 
> ** 
> 
> What is this confusion about? How many of the lister
> reqlly require SLA
> with Change Task?
> 
>  
> 
> We can request for enhancement but is it worth it?
> 
>  
> 
> Think and reply
> 
>  
> 
> -- 
> D M Jr. 
> 
> __20060125___This posting was
> submitted with HTML in
> it___ 
> 
> __20060125___This posting was
> submitted with HTML in
> it___ 
> 
>

Re: Cannot log in to Remedy after Windows Server SP2 Install

[brooksm]

This has been resolved!
First of all, a big thanks to Dane Huish and Juan at Denali Advanced
Integration. They saved may bacon. If you ever need Remedy consulting work,
these guys are top notch and don't screw around.
As usual Remedy tech support hasn't even replied eventhough I submitted my
request as critical. I'm sure they will get around to calling me by the end
of the week.  It seems like nowadays it takes a couple days just to get the
email notification after ticket submission. Very sad.

So, here's what went down.
I upgraded to Windows Server SP2 and during the normal reboot, my server
hung, so I manually shut the server down and rebooted. No one could log in,
including via the Admin tool. Turns out that after the SP2 upgrade, the SQL
Server connections were reduced to 10. Well it looks like ARadmin
immediately ties up all 10 upon starting the AR Server process. We couldn't
really verify whether this was typical behavior or not. Can someone confirm? 

All we ended up doing was increasing the # of allowed connections to
unlimited (0).
Thanks again, Dane an Juan!


Brooks



strauss wrote:
> 
> Sp2 for Windows 2003 (could affect the firewall) or Sp2 for SQL Server
> 2005 (could affect the surface area configuration)?
> 
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/ 
> 
>> -Original Message-
>> From: Action Request System discussion list(ARSList) 
>> [mailto:[EMAIL PROTECTED] On Behalf Of brooksm
>> Sent: Wednesday, December 12, 2007 6:25 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Cannot log in to Remedy after Windows Server SP2 Install
>> 
>> Help!!!
>> I just updated my ARS 7.0 on Windows 2003 SQL Server 2005 
>> system to SP2.
>> Now, after rebooting the system, I cannot login to the system.
>> 
>> Cannot login to remedy1 as a preference server.
>> 
>>user: brooks,  server: remedy1
>> 
>> 
>> Unable to successfully log in to any server.
>> 
>> 
>> I'm sure it's an easy fix, but I have no idea how to fix 
>> this. I'm not able to log into the Admin tool either. 
>> 
>> 
>> Help!!!
>> 
>> --
>> View this message in context: 
>> http://www.nabble.com/Cannot-log-in-to-Remedy-after-Windows-Se
> rver-SP2-Install-tp14307282p14307282.html
>> Sent from the ARS (Action Request System) mailing list 
>> archive at Nabble.com.
>> 
>> __
>> _
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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>> 
>> 
> 
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> 

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Re: Currency Fields - Change Default value

[HonnourPrahalladachar, PhaniRaja]

Thank you all for sharing your valuable experience.

Hi Rob,

I tried searching for the "arcurrencydefault.exe" in supportweb & bmcdn
>> It seems to be not available, though I cound find an article on
supportweb describing the use of this utility.

I'd be glad if you can direct me to the site where I can find this
utility.

Thanks & Regards,
Phani. 
Voip: +44 20718 25413

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Stecher
Sent: Wednesday, December 12, 2007 18:19
To: arslist@ARSLIST.ORG
Subject: Re: Currency Fields - Change Default value

Hi Phani,

you could use a tool called arcurrencydefault.exe. This should be
available on BMC Support Web.

Cheers

Robert

On Mi, Dezember 12, 2007 12:48, Peter Romain wrote:
> A good question!
>
> I had this issue raised by a customer using CMDB & Asset Management 
> but fortunately managed to avoid any action by hiding the finance tabs

> on classes they were using as they were not interested in these fields

> at the time.
>
> I'm not aware of any utilities to do this.
>
> What I considered doing was:
> - for attributes in the CMDB I was going to create a cmdbdriver script

> to change the default
> - sql the data dictionary to change any remaining non-CMDB currency 
> fields
> (field.defaultValue)
> - bounce the server to re-cache
>
> I never tried this but I can't see why this wouldn't work.
>
> Cheers
>
> Peter
>
>
>
>
>> Hi Listers,
>>
>> We have a requirement where we need to change the default values of 
>> all the exiting Currency fields from USD to GBP on all the forms in 
>> ITSM 7.0.2. I tried looking for current utilities, but could not find
one.
>> Please le me know if you are aware of any BMC recommended best 
>> practice...easy method which can help us.
>>
>> Thanks & Regards,
>> Phani.
>> Voip: +44 20718 25413
>>
>>
>>
>> This e-mail and any attachment is for authorised use by the intended
>> recipient(s) only. It may contain proprietary material, confidential 
>> information and/or be subject to legal privilege. It should not be 
>> copied, disclosed to, retained or used by, any other party. If you 
>> are not an intended recipient then please promptly delete this e-mail

>> and any attachment and all copies and inform the sender. Thank you.
>>
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--
--
Robert Stecher


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Re: Unicode...

[Jarl Grøneng]

Thanks for your answer...

-
Jarl

On Dec 13, 2007 12:40 AM, Easter, David <[EMAIL PROTECTED]> wrote:
> > I'm reading the answer from David as the application developers does
> > not know the difference between a byte and a character
>
> Yes, I do find this to be true - it's a combination of three things:
>
> 1. In older (6.3 and before) versions of AR System documentation, it was 
> stated that the field length is in characters.  This didn't cause a problem 
> when a character set has a one-to-one mapping of bytes to characters, but it 
> isn't true for multi-byte languages.  So when we added Unicode support in 
> 7.0, the documentation was updated to be more technically accurate that the 
> field length is really in bytes, not characters.
>
> 2. Others just haven't read the documentation at all and make an assumption 
> that "length" is in characters, when it's really in bytes.
>
> 3. Some folks don't know that characters can be more than one byte in length. 
>  So when they want a field to hold 10 characters, they select "10" as the 
> field length.  Then, when Unicode is used, multi-byte characters exceed the 
> field length of 10 bytes.
>
> Put these together, and you run into this problem.
>
> Note that by "application developers" I mean those that create applications 
> on top of AR System.  The AR System engineers themselves have always known 
> that field lengths are in bytes.  It's only recently with the introduction of 
> Unicode support (i.e. 7.0.00 and forward) where there has been confusion in 
> the customer base about this topic.
>
> Thanks,
>
> -David J. Easter
> Sr. Product Manager, Service Management Business Unit
> BMC Software, Inc.
>
> The opinions, statements, and/or suggested courses of action expressed in 
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My 
> voluntary participation in this forum is not intended to convey a role as a 
> spokesperson, liaison or public relations representative for BMC Software, 
> Inc.
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> PROTECTED] On Behalf Of Jarl Grøneng
> Sent: Wednesday, December 12, 2007 11:56 AM
> To: arslist@ARSLIST.ORG
> Subject: Unicode...
>
> Intresting answers from BMC:
> http://developer.bmc.com/jiveProd/thread.jspa?threadID=8144&tstart=0
>
> I'm reading the answer from David as the application developers does
> not know the difference between a byte and a character
>
> --
> Jarl
>
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Re: java plug-in in ARS (vefrsion 6.3)

[rg25]

Carey Matthew Black wrote:
> 
> Actually this can be done with an "unsupported" plugin that BMC made.
> It is basically a C API plugin that runs a JVM and gives you access to
> a beanshell universe that maps to arrays(one in and one out) of the
> beanshell world and into the ARS Plugin framework.
> 
> However the plugin comes with two forms and some sample java
> (beenshell) scripts too.
> 
> I think I have posted the URLS before
> 
> 
> 
> AR System Filter Scripting Plugin
> BMCDN Home  » Resource Center» Downloads» BMC Atrium & Foundation
> Technologies» Remedy AR System  » Utilities  » Document 1045
> http://developer.bmc.com/jiveProd/entry.jspa?externalID=1045&categoryID=507
>  (But this looks like an older version and is windows only(WT?)...
> "Tested on Windows 2000, AR System Server 5.1.2 and 6.0.")
> 
> 
> AR System Scripting Plug-In for Java
> BMCDN Home  » Resource Center» Downloads» BMC Atrium & Foundation
> Technologies» Remedy AR System  » Utilities  » Document 992
> 
> http://developer.bmc.com/jiveProd/entry.jspa?externalID=992&categoryID=507
> 
> 
> 
> And if you need/want a Perl interface...
> 
> arfperl
> BMCDN Home  » Resource Center» Downloads» BMC Atrium & Foundation
> Technologies» Remedy AR System  » Utilities  » Document 1181
> http://developer.bmc.com/jiveProd/entry.jspa?externalID=1181&categoryID=507
> 
> -- 
> 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 Dec 11, 2007 3:56 AM, Hugo Visser <[EMAIL PROTECTED]> wrote:
>> ** Hi,
>>
>> I don't really get why you'd want to write a plugin if you are still
>> inexperienced with ARS (how do you even know you need one), but hey, it's
>> your party...
>> For 6.3 however, there's no Java API to create AR System plugins. You can
>> only write plugins using the C API. You could build a thin JNI layer, but
>> that would also require a fair amount of work and knowledge of the AR
>> System. Alternatively you could use the Java scripting filter plugin to
>> invoke some Java code from a filter set fields.
>>
>> For non-plugin projects you can use the Java API that is supplied with
>> the
>> AR System 6.3 or use the 7.1 version, which is backwards compatible and
>> has
>> a nicer design.
>>
>> The docs you are looking for are the C API guide, configuring guide, and
>> the
>> javadoc supplied with the AR System. The javadoc can be found in the API
>> directory of the AR System install. The other guides you can get from
>> supportweb.
>>
>> Hugo
>>
>>
>>
>> On Dec 11, 2007 8:19 AM, rg25 <[EMAIL PROTECTED]> wrote:
>> > Hi all,
>> >
>> > I beginner in ARS but not in java.
>> >
>> > I want to write java plug-in, but not know as.
>> >
>> > Can some one help me and give an url(s) to the documentation where step
>> by
>> > step described how create, configure and call java plug-in in ARS
>> (vefrsion
>> > 6.3)?
>> >
>> > Thanks in advance.
>> > --
>> > View this message in context:
>> http://www.nabble.com/java-plug-in-in-ARS-%28vefrsion-6.3%29-tp14268902p14268902.html
>> > Sent from the ARS (Action Request System) mailing list archive at
>> Nabble.com.
> 
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> 



Links sent by you have helped me.
Thanks.


-- 
View this message in context: 
http://www.nabble.com/java-plug-in-in-ARS-%28vefrsion-6.3%29-tp14268902p14311280.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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