Re: Handling 10,000+ tickets in an escalation

[Jarl Grøneng]

Still the database need to keep up all the work regardless of which
thread doing the work.

--
Jarl

On Dec 19, 2007 10:59 PM, Robert Halstead <[EMAIL PROTECTED]> wrote:
> ** Ahh, I see.  I was wrong then thinking that the admin queue was the only
> one that had database access.  So, then let me ask this.  If the fast and
> list queues hold their own database connection and are multithreaded, and we
> currently have our queue sizes setup up so that the minimum is 1 and the
> maximum is 10 for both, why would this cause users to not be able to log in
> while this escalation was running?
>
> Also,  is there anything in specific that i'm looking for in the filters
> while a ticket closes?
>
>
>
> On Dec 19, 2007 2:47 PM, Axton <[EMAIL PROTECTED] > wrote:
> > The admin queue is single threaded, but it is only used for admin
> > (specific) operations.
> > The escalation queue, in your version, is single threaded.
> > The fast/list queues are multi-threaded; this is where the bulk of the
> > work is performed.
> >
> > Each thread, for each queue, has its own db session.
> >
> > Take a closer look at what the escalation was doing (what are the
> > filters doing that it trips).
> >
> > Axton Grams
> >
> > On Dec 19, 2007 4:24 PM, Robert Halstead <[EMAIL PROTECTED] > wrote:
> > > ** Hello all,
> >
> >
> >
> > >
> > > First off, we are using AR Server 6.3 patch 22.  We have a escalation
> that
> > > automatically moves our incident tickets from resolved to closed after
> 48
> > > hours of the ticket being resolved.  We recently resolved around 40,000
> > > tickets a couple of days ago not thinking of this escalation.  Well,
> today,
> > > the escalation brought Remedy to a halt as the escalation took over all
> > > resources.
> > >
> > > If I remember the docs correctly, the arsystem uses the admin queue for
> all
> > > database connections correct?  And if I also remember correctly, you can
> > > only have one admin queue.  Why is this limitation in Remedy?  And if
> there
> > > isn't a limit, what would be the suggested number?  We have a server
> group
> > > of two servers and one database, we're thinking about using one server
> for
> > > all escalations and another that the users can use so that if this
> happens
> > > again, only the escalation server will be bogged down and not the server
> > > everyone is using.  Is this a valid setup for a server group?
> > >
> > > Also, is there some way to force Remedy to say only resolve a limited
> number
> > > of tickets in a go?  Like a SQL Limit statement?  I'm sure we are not
> the
> > > only ones who have ran into this problem, but how do you guys handle
> that
> > > many tickets in a go?
> > >
> > > --
> > > "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 __20060125___This posting was
> submitted
> > > with HTML in it___
> >
> >
> ___
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> >
>
>
>
> --
>
>
> "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 __20060125___This posting was submitted
> with HTML in it___

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Re: Handling 10,000+ tickets in an escalation

[Axton]

You will have to turn on the api logging to know why.  Because the
escalation is single threaded, it only processes a single record at a
time in the stack of records it will execute against.  If you are
tripping things like arf plugins or other things that occupy other
threads (fast/list), it is definitely possible that you could occupy
more than just the single escalation thread.

Axton Grams

On Dec 19, 2007 4:59 PM, Robert Halstead <[EMAIL PROTECTED]> wrote:
> ** Ahh, I see.  I was wrong then thinking that the admin queue was the only
> one that had database access.  So, then let me ask this.  If the fast and
> list queues hold their own database connection and are multithreaded, and we
> currently have our queue sizes setup up so that the minimum is 1 and the
> maximum is 10 for both, why would this cause users to not be able to log in
> while this escalation was running?
>
> Also,  is there anything in specific that i'm looking for in the filters
> while a ticket closes?
>
>
>
> On Dec 19, 2007 2:47 PM, Axton <[EMAIL PROTECTED] > wrote:
> >
> >
> >
> > The admin queue is single threaded, but it is only used for admin
> > (specific) operations.
> > The escalation queue, in your version, is single threaded.
> > The fast/list queues are multi-threaded; this is where the bulk of the
> > work is performed.
> >
> > Each thread, for each queue, has its own db session.
> >
> > Take a closer look at what the escalation was doing (what are the
> > filters doing that it trips).
> >
> > Axton Grams
> >
> > On Dec 19, 2007 4:24 PM, Robert Halstead <[EMAIL PROTECTED] > wrote:
> > > ** Hello all,
> >
> >
> >
> > >
> > > First off, we are using AR Server 6.3 patch 22.  We have a escalation
> that
> > > automatically moves our incident tickets from resolved to closed after
> 48
> > > hours of the ticket being resolved.  We recently resolved around 40,000
> > > tickets a couple of days ago not thinking of this escalation.  Well,
> today,
> > > the escalation brought Remedy to a halt as the escalation took over all
> > > resources.
> > >
> > > If I remember the docs correctly, the arsystem uses the admin queue for
> all
> > > database connections correct?  And if I also remember correctly, you can
> > > only have one admin queue.  Why is this limitation in Remedy?  And if
> there
> > > isn't a limit, what would be the suggested number?  We have a server
> group
> > > of two servers and one database, we're thinking about using one server
> for
> > > all escalations and another that the users can use so that if this
> happens
> > > again, only the escalation server will be bogged down and not the server
> > > everyone is using.  Is this a valid setup for a server group?
> > >
> > > Also, is there some way to force Remedy to say only resolve a limited
> number
> > > of tickets in a go?  Like a SQL Limit statement?  I'm sure we are not
> the
> > > only ones who have ran into this problem, but how do you guys handle
> that
> > > many tickets in a go?
> > >
> > > --
> > > "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 __20060125___This posting was
> submitted
> > > with HTML in it___
> >
> >
> ___
> >
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> >
>
>
>
> --
>
>
> "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 __20060125___This posting was submitted
> with HTML in it___

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Re: Handling 10,000+ tickets in an escalation

[Davies, J.T.]

Please correct me if I'm wrong, but I thought actions occurring with
escalations stay within the escalation thread (even filters, etc.) in
6.x and 7.x?
 
This negated the capability to have an escalation do a Set Field of
Delete = Yes, and then having a filter do the actual delete -- instead
of running in separate threads and being asynchronous...they're all in
the same thread running synchronously.
 
It shouldn't have been the escalation that brought your system to its
knees since it would've isolated all the processing to the 390603 RPC
thread/queue (not utilizing the Fast/List queues)...but perhaps some
other bottleneck (network or db)?
 
J.T.
New Edge Networks
An EarthLink Company
 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Halstead
Sent: Wednesday, December 19, 2007 2:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Handling 10,000+ tickets in an escalation


** Another funny thing, not only could I not log into Remedy, but
couldn't log into it using the admin tool.. 


On Dec 19, 2007 3:39 PM, Robert Halstead < [EMAIL PROTECTED]
 > wrote:


This is a custom app, and I could see updating other forms as an
issue.  Looking at the workflow, we seem to just doing a lookup on the
group form and setting a field on the ticket being closed. It wasn't
using an index for the search.  We are also inserting another ticket
into a different form but using 1=2 as the set if condition so it's
inserting everytime (audit trail form).  What i'm thinking is that the
escalation ended up using all 10 queues for it's operation not leaving a
queue open for any user operations.. Is this as designed?  Maybe this is
just me, but wouldn't you want system processes not use up all the
resources but leave a few open for any user requests? 


On Dec 19, 2007 3:16 PM, Grooms, Frederick W <
[EMAIL PROTECTED]> wrote:


** 
The main things to look for are how many other forms are
updated when a ticket is closed and are they updated using indexes.  You
don't specify if this is a custom application or a Remedy OTB App.
 
The first thing that comes to mind preventing users from
logging in is that the database may be getting bogged down, preventing
the User record from being read.
 
Fred
(Sorry about the blank response, some day's I hate
windoze)



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Halstead
Sent: Wednesday, December 19, 2007 3:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Handling 10,000+ tickets in an escalation


** Ahh, I see.  I was wrong then thinking that the admin
queue was the only one that had database access.  So, then let me ask
this.  If the fast and list queues hold their own database connection
and are multithreaded, and we currently have our queue sizes setup up so
that the minimum is 1 and the maximum is 10 for both, why would this
cause users to not be able to log in while this escalation was running? 

Also,  is there anything in specific that i'm looking
for in the filters while a ticket closes?


On Dec 19, 2007 2:47 PM, Axton <[EMAIL PROTECTED] >
wrote:


The admin queue is single threaded, but it is
only used for admin
(specific) operations. 

The escalation queue, in your version, is single
threaded.
The fast/list queues are multi-threaded; this is
where the bulk of the
work is performed.

Each thread, for each queue, has its own db
session.

Take a closer look at what the escalation was
doing (what are the
filters doing that it trips).

Axton Grams

On Dec 19, 2007 4:24 PM, Robert Halstead <
[EMAIL PROTECTED] > wrote:
> ** Hello all,

>
> First off, we are using AR Server 6.3 patch
22.  We have a escalation that
> automatically moves our incident tickets from
resolved to closed after 48 
> hours of the ticket being resolved.  We
recently resolved around 40,000
> tickets a couple of days ago not thinking of
this escalation.  Well, today,
> the escalation brought Remedy to a halt as the
escalation took over all 
   

Feusi, Henry K is out of the office.

[Henry K Feusi]

I will be out of the office starting  12/19/2007 and will not return until
12/27/2007.

I will respond to your message when I return.



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Re: Handling 10,000+ tickets in an escalation

[Robert Halstead]

Another funny thing, not only could I not log into Remedy, but couldn't log
into it using the admin tool..

On Dec 19, 2007 3:39 PM, Robert Halstead <[EMAIL PROTECTED]> wrote:

> This is a custom app, and I could see updating other forms as an issue.
> Looking at the workflow, we seem to just doing a lookup on the group form
> and setting a field on the ticket being closed. It wasn't using an index for
> the search.  We are also inserting another ticket into a different form but
> using 1=2 as the set if condition so it's inserting everytime (audit trail
> form).  What i'm thinking is that the escalation ended up using all 10
> queues for it's operation not leaving a queue open for any user operations..
> Is this as designed?  Maybe this is just me, but wouldn't you want system
> processes not use up all the resources but leave a few open for any user
> requests?
>
>
> On Dec 19, 2007 3:16 PM, Grooms, Frederick W <[EMAIL PROTECTED]>
> wrote:
>
> > **  The main things to look for are how many other forms are updated
> > when a ticket is closed and are they updated using indexes.  You don't
> > specify if this is a custom application or a Remedy OTB App.
> >
> > The first thing that comes to mind preventing users from logging in is
> > that the database may be getting bogged down, preventing the User record
> > from being read.
> >
> > Fred
> > (Sorry about the blank response, some day's I hate windoze)
> >
> >  --
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] *On Behalf Of *Robert Halstead
> > *Sent:* Wednesday, December 19, 2007 3:59 PM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* Re: Handling 10,000+ tickets in an escalation
> >
> > ** Ahh, I see.  I was wrong then thinking that the admin queue was the
> > only one that had database access.  So, then let me ask this.  If the fast
> > and list queues hold their own database connection and are multithreaded,
> > and we currently have our queue sizes setup up so that the minimum is 1 and
> > the maximum is 10 for both, why would this cause users to not be able to log
> > in while this escalation was running?
> >
> > Also,  is there anything in specific that i'm looking for in the filters
> > while a ticket closes?
> >
> > On Dec 19, 2007 2:47 PM, Axton <[EMAIL PROTECTED] > wrote:
> >
> > > The admin queue is single threaded, but it is only used for admin
> > > (specific) operations.
> > > The escalation queue, in your version, is single threaded.
> > > The fast/list queues are multi-threaded; this is where the bulk of the
> > > work is performed.
> > >
> > > Each thread, for each queue, has its own db session.
> > >
> > > Take a closer look at what the escalation was doing (what are the
> > > filters doing that it trips).
> > >
> > > Axton Grams
> > >
> > > On Dec 19, 2007 4:24 PM, Robert Halstead <[EMAIL PROTECTED] > wrote:
> > > > ** Hello all,
> > >  >
> > > > First off, we are using AR Server 6.3 patch 22.  We have a
> > > escalation that
> > > > automatically moves our incident tickets from resolved to closed
> > > after 48
> > > > hours of the ticket being resolved.  We recently resolved around
> > > 40,000
> > > > tickets a couple of days ago not thinking of this escalation.  Well,
> > > today,
> > > > the escalation brought Remedy to a halt as the escalation took over
> > > all
> > > > resources.
> > > >
> > > > If I remember the docs correctly, the arsystem uses the admin queue
> > > for all
> > > > database connections correct?  And if I also remember correctly, you
> > > can
> > > > only have one admin queue.  Why is this limitation in Remedy?  And
> > > if there
> > > > isn't a limit, what would be the suggested number?  We have a server
> > > group
> > > > of two servers and one database, we're thinking about using one
> > > server for
> > > > all escalations and another that the users can use so that if this
> > > happens
> > > > again, only the escalation server will be bogged down and not the
> > > server
> > > > everyone is using.  Is this a valid setup for a server group?
> > > >
> > > > Also, is there some way to force Remedy to say only resolve a
> > > limited number
> > > > of tickets in a go?  Like a SQL Limit statement?  I'm sure we are
> > > not the
> > > > only ones who have ran into this problem, but how do you guys handle
> > > that
> > > > many tickets in a go?
> > > >
> > > > --
> > > > "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 __20060125___This posting was
> > > submitted
> > > > with HTML in it___
> > >
> > >
> > __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

Re: Handling 10,000+ tickets in an escalation

[Robert Halstead]

This is a custom app, and I could see updating other forms as an issue.
Looking at the workflow, we seem to just doing a lookup on the group form
and setting a field on the ticket being closed. It wasn't using an index for
the search.  We are also inserting another ticket into a different form but
using 1=2 as the set if condition so it's inserting everytime (audit trail
form).  What i'm thinking is that the escalation ended up using all 10
queues for it's operation not leaving a queue open for any user operations..
Is this as designed?  Maybe this is just me, but wouldn't you want system
processes not use up all the resources but leave a few open for any user
requests?

On Dec 19, 2007 3:16 PM, Grooms, Frederick W <[EMAIL PROTECTED]>
wrote:

> **  The main things to look for are how many other forms are updated when
> a ticket is closed and are they updated using indexes.  You don't specify if
> this is a custom application or a Remedy OTB App.
>
> The first thing that comes to mind preventing users from logging in is
> that the database may be getting bogged down, preventing the User record
> from being read.
>
> Fred
> (Sorry about the blank response, some day's I hate windoze)
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Robert Halstead
> *Sent:* Wednesday, December 19, 2007 3:59 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Handling 10,000+ tickets in an escalation
>
> ** Ahh, I see.  I was wrong then thinking that the admin queue was the
> only one that had database access.  So, then let me ask this.  If the fast
> and list queues hold their own database connection and are multithreaded,
> and we currently have our queue sizes setup up so that the minimum is 1 and
> the maximum is 10 for both, why would this cause users to not be able to log
> in while this escalation was running?
>
> Also,  is there anything in specific that i'm looking for in the filters
> while a ticket closes?
>
> On Dec 19, 2007 2:47 PM, Axton <[EMAIL PROTECTED] > wrote:
>
> > The admin queue is single threaded, but it is only used for admin
> > (specific) operations.
> > The escalation queue, in your version, is single threaded.
> > The fast/list queues are multi-threaded; this is where the bulk of the
> > work is performed.
> >
> > Each thread, for each queue, has its own db session.
> >
> > Take a closer look at what the escalation was doing (what are the
> > filters doing that it trips).
> >
> > Axton Grams
> >
> > On Dec 19, 2007 4:24 PM, Robert Halstead <[EMAIL PROTECTED] > wrote:
> > > ** Hello all,
> >  >
> > > First off, we are using AR Server 6.3 patch 22.  We have a escalation
> > that
> > > automatically moves our incident tickets from resolved to closed after
> > 48
> > > hours of the ticket being resolved.  We recently resolved around
> > 40,000
> > > tickets a couple of days ago not thinking of this escalation.  Well,
> > today,
> > > the escalation brought Remedy to a halt as the escalation took over
> > all
> > > resources.
> > >
> > > If I remember the docs correctly, the arsystem uses the admin queue
> > for all
> > > database connections correct?  And if I also remember correctly, you
> > can
> > > only have one admin queue.  Why is this limitation in Remedy?  And if
> > there
> > > isn't a limit, what would be the suggested number?  We have a server
> > group
> > > of two servers and one database, we're thinking about using one server
> > for
> > > all escalations and another that the users can use so that if this
> > happens
> > > again, only the escalation server will be bogged down and not the
> > server
> > > everyone is using.  Is this a valid setup for a server group?
> > >
> > > Also, is there some way to force Remedy to say only resolve a limited
> > number
> > > of tickets in a go?  Like a SQL Limit statement?  I'm sure we are not
> > the
> > > only ones who have ran into this problem, but how do you guys handle
> > that
> > > many tickets in a go?
> > >
> > > --
> > > "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 __20060125___This posting was
> > submitted
> > > with HTML in it___
> >
> >
> __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: Handling 10,000+ tickets in an escalation

[Grooms, Frederick W]

The main things to look for are how many other forms are updated when a
ticket is closed and are they updated using indexes.  You don't specify
if this is a custom application or a Remedy OTB App.
 
The first thing that comes to mind preventing users from logging in is
that the database may be getting bogged down, preventing the User record
from being read.
 
Fred
(Sorry about the blank response, some day's I hate windoze)



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Halstead
Sent: Wednesday, December 19, 2007 3:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Handling 10,000+ tickets in an escalation


** Ahh, I see.  I was wrong then thinking that the admin queue was the
only one that had database access.  So, then let me ask this.  If the
fast and list queues hold their own database connection and are
multithreaded, and we currently have our queue sizes setup up so that
the minimum is 1 and the maximum is 10 for both, why would this cause
users to not be able to log in while this escalation was running? 

Also,  is there anything in specific that i'm looking for in the filters
while a ticket closes?


On Dec 19, 2007 2:47 PM, Axton <[EMAIL PROTECTED] > wrote:


The admin queue is single threaded, but it is only used for
admin
(specific) operations. 
The escalation queue, in your version, is single threaded.
The fast/list queues are multi-threaded; this is where the bulk
of the
work is performed.

Each thread, for each queue, has its own db session.

Take a closer look at what the escalation was doing (what are
the
filters doing that it trips).

Axton Grams

On Dec 19, 2007 4:24 PM, Robert Halstead <[EMAIL PROTECTED] >
wrote:
> ** Hello all,

>
> First off, we are using AR Server 6.3 patch 22.  We have a
escalation that
> automatically moves our incident tickets from resolved to
closed after 48 
> hours of the ticket being resolved.  We recently resolved
around 40,000
> tickets a couple of days ago not thinking of this escalation.
Well, today,
> the escalation brought Remedy to a halt as the escalation took
over all 
> resources.
>
> If I remember the docs correctly, the arsystem uses the admin
queue for all
> database connections correct?  And if I also remember
correctly, you can
> only have one admin queue.  Why is this limitation in Remedy?
And if there 
> isn't a limit, what would be the suggested number?  We have a
server group
> of two servers and one database, we're thinking about using
one server for
> all escalations and another that the users can use so that if
this happens 
> again, only the escalation server will be bogged down and not
the server
> everyone is using.  Is this a valid setup for a server group?
>
> Also, is there some way to force Remedy to say only resolve a
limited number 
> of tickets in a go?  Like a SQL Limit statement?  I'm sure we
are not the
> only ones who have ran into this problem, but how do you guys
handle that
> many tickets in a go?
>
> --
> "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 __20060125___This posting
was submitted
> with HTML in it___





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ITSM 7.0.03 and KM 7.2 just released.

[Pedro Cardoso]

Hi, just to let you know about this new versions of complete  ITSM suite and
Knowledge Management.
Both Available on EPD site.


Pedro
MX

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Re: Handling 10,000+ tickets in an escalation

[Grooms, Frederick W]

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Halstead
Sent: Wednesday, December 19, 2007 3:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Handling 10,000+ tickets in an escalation


** Ahh, I see.  I was wrong then thinking that the admin queue was the
only one that had database access.  So, then let me ask this.  If the
fast and list queues hold their own database connection and are
multithreaded, and we currently have our queue sizes setup up so that
the minimum is 1 and the maximum is 10 for both, why would this cause
users to not be able to log in while this escalation was running? 

Also,  is there anything in specific that i'm looking for in the filters
while a ticket closes?


On Dec 19, 2007 2:47 PM, Axton <[EMAIL PROTECTED] > wrote:


The admin queue is single threaded, but it is only used for
admin
(specific) operations.  a custom application ofr  
The escalation queue, in your version, is single threaded.
The fast/list queues are multi-threaded; this is where the bulk
of the
work is performed.

Each thread, for each queue, has its own db session.

Take a closer look at what the escalation was doing (what are
the
filters doing that it trips).

Axton Grams

On Dec 19, 2007 4:24 PM, Robert Halstead <[EMAIL PROTECTED] >
wrote:
> ** Hello all,

>
> First off, we are using AR Server 6.3 patch 22.  We have a
escalation that
> automatically moves our incident tickets from resolved to
closed after 48 
> hours of the ticket being resolved.  We recently resolved
around 40,000
> tickets a couple of days ago not thinking of this escalation.
Well, today,
> the escalation brought Remedy to a halt as the escalation took
over all 
> resources.
>
> If I remember the docs correctly, the arsystem uses the admin
queue for all
> database connections correct?  And if I also remember
correctly, you can
> only have one admin queue.  Why is this limitation in Remedy?
And if there 
> isn't a limit, what would be the suggested number?  We have a
server group
> of two servers and one database, we're thinking about using
one server for
> all escalations and another that the users can use so that if
this happens 
> again, only the escalation server will be bogged down and not
the server
> everyone is using.  Is this a valid setup for a server group?
>
> Also, is there some way to force Remedy to say only resolve a
limited number 
> of tickets in a go?  Like a SQL Limit statement?  I'm sure we
are not the
> only ones who have ran into this problem, but how do you guys
handle that
> many tickets in a go?
>
> --
> "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 __20060125___This posting
was submitted
> with HTML in it___





 

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Re: Handling 10,000+ tickets in an escalation

[Wheeler, Dylan]

Yes, you'd have a join form between the two. The two fields needed would
be, MinRecord and MaxRecord. When the MaxRecord is set a filter would
set the MinRecord to be 10k less. Then you can just use 'Case ID' >=
$MinRecord$ and 'Case ID' < $MaxRecord$  in your escalation qual. Have
another escalation fire a safe time after the first to set the MaxRecord
field 10k higher.
 
Different then what we were using it for but it will serve the purpose.

- 

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 Robert Halstead
Sent: Wednesday, December 19, 2007 2:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Handling 10,000+ tickets in an escalation


** so then the escalation would run on a join form of the two
correct?  That's a great idea Dylan.  Never thought of that.


On Dec 19, 2007 2:57 PM, Wheeler, Dylan <
[EMAIL PROTECTED]  > wrote:


As to the last part, you could use a helper form to
store the highest 
record you want to process. Then after the escalation
has run add 10k to
the field. It's what we had to do with Remedy - LDAP
integration back in
5.x when Remedy paging wasn't too swift.

- 

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 Axton
Sent: Wednesday, December 19, 2007 1:48 PM 
To: arslist@ARSLIST.ORG
Subject: Re: Handling 10,000+ tickets in an escalation


The admin queue is single threaded, but it is only used
for admin
(specific) operations. 
The escalation queue, in your version, is single
threaded.
The fast/list queues are multi-threaded; this is where
the bulk of the
work is performed.

Each thread, for each queue, has its own db session.

Take a closer look at what the escalation was doing
(what are the
filters doing that it trips).

Axton Grams

On Dec 19, 2007 4:24 PM, Robert Halstead
<[EMAIL PROTECTED] > wrote:
> ** Hello all,
>
> First off, we are using AR Server 6.3 patch 22.  We
have a escalation
> that automatically moves our incident tickets from
resolved to closed
> after 48 hours of the ticket being resolved.  We
recently resolved 
> around 40,000 tickets a couple of days ago not
thinking of this
> escalation.  Well, today, the escalation brought
Remedy to a halt as
> the escalation took over all resources.
>
> If I remember the docs correctly, the arsystem uses
the admin queue 
> for all database connections correct?  And if I also
remember
> correctly, you can only have one admin queue.  Why is
this limitation
> in Remedy?  And if there isn't a limit, what would be
the suggested 
> number?  We have a server group of two servers and one
database, we're

> thinking about using one server for all escalations
and another that
> the users can use so that if this happens again, only
the escalation 
> server will be bogged down and not the server everyone
is using.  Is
> this a valid setup for a server group?
>
> Also, is there some way to force Remedy to say only
resolve a limited
> number of tickets in a go?  Like a SQL Limit
statement?  I'm sure we 
> are not the only ones who have ran into this problem,
but how do you
> guys handle that many tickets in a go?
>
> --
> "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 __20060125___This
posting was 
> submitted with HTML

Re: Handling 10,000+ tickets in an escalation

[Robert Halstead]

so then the escalation would run on a join form of the two correct?  That's
a great idea Dylan.  Never thought of that.

On Dec 19, 2007 2:57 PM, Wheeler, Dylan <[EMAIL PROTECTED]> wrote:

> As to the last part, you could use a helper form to store the highest
> record you want to process. Then after the escalation has run add 10k to
> the field. It's what we had to do with Remedy - LDAP integration back in
> 5.x when Remedy paging wasn't too swift.
>
> -
>
> 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 Axton
> Sent: Wednesday, December 19, 2007 1:48 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Handling 10,000+ tickets in an escalation
>
>
> The admin queue is single threaded, but it is only used for admin
> (specific) operations.
> The escalation queue, in your version, is single threaded.
> The fast/list queues are multi-threaded; this is where the bulk of the
> work is performed.
>
> Each thread, for each queue, has its own db session.
>
> Take a closer look at what the escalation was doing (what are the
> filters doing that it trips).
>
> Axton Grams
>
> On Dec 19, 2007 4:24 PM, Robert Halstead <[EMAIL PROTECTED]> wrote:
> > ** Hello all,
> >
> > First off, we are using AR Server 6.3 patch 22.  We have a escalation
> > that automatically moves our incident tickets from resolved to closed
> > after 48 hours of the ticket being resolved.  We recently resolved
> > around 40,000 tickets a couple of days ago not thinking of this
> > escalation.  Well, today, the escalation brought Remedy to a halt as
> > the escalation took over all resources.
> >
> > If I remember the docs correctly, the arsystem uses the admin queue
> > for all database connections correct?  And if I also remember
> > correctly, you can only have one admin queue.  Why is this limitation
> > in Remedy?  And if there isn't a limit, what would be the suggested
> > number?  We have a server group of two servers and one database, we're
>
> > thinking about using one server for all escalations and another that
> > the users can use so that if this happens again, only the escalation
> > server will be bogged down and not the server everyone is using.  Is
> > this a valid setup for a server group?
> >
> > Also, is there some way to force Remedy to say only resolve a limited
> > number of tickets in a go?  Like a SQL Limit statement?  I'm sure we
> > are not the only ones who have ran into this problem, but how do you
> > guys handle that many tickets in a go?
> >
> > --
> > "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 __20060125___This posting was
> > submitted with HTML in it___
>
> 
> ___
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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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> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>



-- 
"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: Handling 10,000+ tickets in an escalation

[Robert Halstead]

Ahh, I see.  I was wrong then thinking that the admin queue was the only one
that had database access.  So, then let me ask this.  If the fast and list
queues hold their own database connection and are multithreaded, and we
currently have our queue sizes setup up so that the minimum is 1 and the
maximum is 10 for both, why would this cause users to not be able to log in
while this escalation was running?

Also,  is there anything in specific that i'm looking for in the filters
while a ticket closes?

On Dec 19, 2007 2:47 PM, Axton <[EMAIL PROTECTED]> wrote:

> The admin queue is single threaded, but it is only used for admin
> (specific) operations.
> The escalation queue, in your version, is single threaded.
> The fast/list queues are multi-threaded; this is where the bulk of the
> work is performed.
>
> Each thread, for each queue, has its own db session.
>
> Take a closer look at what the escalation was doing (what are the
> filters doing that it trips).
>
> Axton Grams
>
> On Dec 19, 2007 4:24 PM, Robert Halstead <[EMAIL PROTECTED]> wrote:
> > ** Hello all,
> >
> > First off, we are using AR Server 6.3 patch 22.  We have a escalation
> that
> > automatically moves our incident tickets from resolved to closed after
> 48
> > hours of the ticket being resolved.  We recently resolved around 40,000
> > tickets a couple of days ago not thinking of this escalation.  Well,
> today,
> > the escalation brought Remedy to a halt as the escalation took over all
> > resources.
> >
> > If I remember the docs correctly, the arsystem uses the admin queue for
> all
> > database connections correct?  And if I also remember correctly, you can
> > only have one admin queue.  Why is this limitation in Remedy?  And if
> there
> > isn't a limit, what would be the suggested number?  We have a server
> group
> > of two servers and one database, we're thinking about using one server
> for
> > all escalations and another that the users can use so that if this
> happens
> > again, only the escalation server will be bogged down and not the server
> > everyone is using.  Is this a valid setup for a server group?
> >
> > Also, is there some way to force Remedy to say only resolve a limited
> number
> > of tickets in a go?  Like a SQL Limit statement?  I'm sure we are not
> the
> > only ones who have ran into this problem, but how do you guys handle
> that
> > many tickets in a go?
> >
> > --
> > "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 __20060125___This posting was
> submitted
> > with HTML in it___
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>



-- 
"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: Handling 10,000+ tickets in an escalation

[Wheeler, Dylan]

As to the last part, you could use a helper form to store the highest
record you want to process. Then after the escalation has run add 10k to
the field. It's what we had to do with Remedy - LDAP integration back in
5.x when Remedy paging wasn't too swift.

- 

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 Axton
Sent: Wednesday, December 19, 2007 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Handling 10,000+ tickets in an escalation


The admin queue is single threaded, but it is only used for admin
(specific) operations.
The escalation queue, in your version, is single threaded.
The fast/list queues are multi-threaded; this is where the bulk of the
work is performed.

Each thread, for each queue, has its own db session.

Take a closer look at what the escalation was doing (what are the
filters doing that it trips).

Axton Grams

On Dec 19, 2007 4:24 PM, Robert Halstead <[EMAIL PROTECTED]> wrote:
> ** Hello all,
>
> First off, we are using AR Server 6.3 patch 22.  We have a escalation 
> that automatically moves our incident tickets from resolved to closed 
> after 48 hours of the ticket being resolved.  We recently resolved 
> around 40,000 tickets a couple of days ago not thinking of this 
> escalation.  Well, today, the escalation brought Remedy to a halt as 
> the escalation took over all resources.
>
> If I remember the docs correctly, the arsystem uses the admin queue 
> for all database connections correct?  And if I also remember 
> correctly, you can only have one admin queue.  Why is this limitation 
> in Remedy?  And if there isn't a limit, what would be the suggested 
> number?  We have a server group of two servers and one database, we're

> thinking about using one server for all escalations and another that 
> the users can use so that if this happens again, only the escalation 
> server will be bogged down and not the server everyone is using.  Is 
> this a valid setup for a server group?
>
> Also, is there some way to force Remedy to say only resolve a limited 
> number of tickets in a go?  Like a SQL Limit statement?  I'm sure we 
> are not the only ones who have ran into this problem, but how do you 
> guys handle that many tickets in a go?
>
> --
> "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 __20060125___This posting was 
> submitted with HTML in it___


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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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Re: Handling 10,000+ tickets in an escalation

[Axton]

The admin queue is single threaded, but it is only used for admin
(specific) operations.
The escalation queue, in your version, is single threaded.
The fast/list queues are multi-threaded; this is where the bulk of the
work is performed.

Each thread, for each queue, has its own db session.

Take a closer look at what the escalation was doing (what are the
filters doing that it trips).

Axton Grams

On Dec 19, 2007 4:24 PM, Robert Halstead <[EMAIL PROTECTED]> wrote:
> ** Hello all,
>
> First off, we are using AR Server 6.3 patch 22.  We have a escalation that
> automatically moves our incident tickets from resolved to closed after 48
> hours of the ticket being resolved.  We recently resolved around 40,000
> tickets a couple of days ago not thinking of this escalation.  Well, today,
> the escalation brought Remedy to a halt as the escalation took over all
> resources.
>
> If I remember the docs correctly, the arsystem uses the admin queue for all
> database connections correct?  And if I also remember correctly, you can
> only have one admin queue.  Why is this limitation in Remedy?  And if there
> isn't a limit, what would be the suggested number?  We have a server group
> of two servers and one database, we're thinking about using one server for
> all escalations and another that the users can use so that if this happens
> again, only the escalation server will be bogged down and not the server
> everyone is using.  Is this a valid setup for a server group?
>
> Also, is there some way to force Remedy to say only resolve a limited number
> of tickets in a go?  Like a SQL Limit statement?  I'm sure we are not the
> only ones who have ran into this problem, but how do you guys handle that
> many tickets in a go?
>
> --
> "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 __20060125___This posting was submitted
> with HTML in it___

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Re: Shcema error (403)

[Maria Elena Hernandez]

Hola Pedro,

El detalle es que no hemos hecho nada en la bd. Sabras como quitar el problema.

Saludos


- Mensaje original -
De: Pedro Cardoso [EMAIL PROTECTED]
Enviado: 19/12/2007 02:59 p.m. CST
Para: arslist@ARSLIST.ORG
Asunto: Re: Shcema error (403)



Mary, este error ocurre cuando realizan cambios directamente en las tablas o
cuando estuvieron actualizando algun formulario y no se guardo correctmente.

Este es el error de Remedy.

*

ARERROR 403
*

Error

The form definition file field count does not match number of fields in the
file.

The number of fields defined for the form does not match the count in the
form header

definition. This error is usually caused by a manual change to one or more
of AR System

database definition files. If you have manually changed a file, the change
is invalid. If you

have not changed the file, this is an unexpected error.




Pedro

On Dec 19, 2007 2:39 PM, Maria Elena Hernandez <[EMAIL PROTECTED]>
wrote:

> **
>
> Hi,
>
>
>
> I'm getting a 403 error (in one table) when I startup the remedy server.
> The table is showing at Sybase but at the Admin tool is not. Could someone
> help me to check it?
>
>
>
> Regards,
>
>
>
>
>
> * * Funciona... Pero no es perfecta ***  Ricardo Sánchez (Iusacell)*
>
>
>
>
>
> --
>
> *Este mensaje y cualquier archivo que se adjunte al mismo es propiedad de
> Grupo Iusacell y contiene informacion privada y privilegiada para uso
> exclusivo del destinatario. Si usted recibe esta comunicacion por error, no
> esta autorizado para copiar, retransmitir, utilizar o divulgar este mensaje
> ni los archivos adjuntos. En este caso por favor notifique inmediatamente al
> remitente por este mismo conducto. Gracias. *
> __20060125___This posting was submitted with HTML in
> it___

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-
Este mensaje y cualquier archivo que se adjunte al mismo es
propiedad de Grupo Iusacell y contiene informacion privada y
privilegiada para uso exclusivo del destinatario. Si usted recibe
esta comunicacion por error, no esta autorizado para copiar,
retransmitir, utilizar o divulgar este mensaje ni los archivos
adjuntos. En este caso por favor notifique inmediatamente al
remitente por este mismo conducto. Gracias.

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Re: Shcema error (403)

[Maria Elena Hernandez]

Gracias Pedro,

Lo malo es que no hicimos nada y ahora tenemos el problema. Sabras que podemos 
hacer?

Gracias


- Mensaje original -
De: Pedro Cardoso [EMAIL PROTECTED]
Enviado: 19/12/2007 02:59 p.m. CST
Para: arslist@ARSLIST.ORG
Asunto: Re: Shcema error (403)



Mary, este error ocurre cuando realizan cambios directamente en las tablas o
cuando estuvieron actualizando algun formulario y no se guardo correctmente.

Este es el error de Remedy.

*

ARERROR 403
*

Error

The form definition file field count does not match number of fields in the
file.

The number of fields defined for the form does not match the count in the
form header

definition. This error is usually caused by a manual change to one or more
of AR System

database definition files. If you have manually changed a file, the change
is invalid. If you

have not changed the file, this is an unexpected error.




Pedro

On Dec 19, 2007 2:39 PM, Maria Elena Hernandez <[EMAIL PROTECTED]>
wrote:

> **
>
> Hi,
>
>
>
> I'm getting a 403 error (in one table) when I startup the remedy server.
> The table is showing at Sybase but at the Admin tool is not. Could someone
> help me to check it?
>
>
>
> Regards,
>
>
>
>
>
> * * Funciona... Pero no es perfecta ***  Ricardo Sánchez (Iusacell)*
>
>
>
>
>
> --
>
> *Este mensaje y cualquier archivo que se adjunte al mismo es propiedad de
> Grupo Iusacell y contiene informacion privada y privilegiada para uso
> exclusivo del destinatario. Si usted recibe esta comunicacion por error, no
> esta autorizado para copiar, retransmitir, utilizar o divulgar este mensaje
> ni los archivos adjuntos. En este caso por favor notifique inmediatamente al
> remitente por este mismo conducto. Gracias. *
> __20060125___This posting was submitted with HTML in
> it___

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-
Este mensaje y cualquier archivo que se adjunte al mismo es
propiedad de Grupo Iusacell y contiene informacion privada y
privilegiada para uso exclusivo del destinatario. Si usted recibe
esta comunicacion por error, no esta autorizado para copiar,
retransmitir, utilizar o divulgar este mensaje ni los archivos
adjuntos. En este caso por favor notifique inmediatamente al
remitente por este mismo conducto. Gracias.

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Handling 10,000+ tickets in an escalation

[Robert Halstead]

Hello all,

First off, we are using AR Server 6.3 patch 22.  We have a escalation that
automatically moves our incident tickets from resolved to closed after 48
hours of the ticket being resolved.  We recently resolved around 40,000
tickets a couple of days ago not thinking of this escalation.  Well, today,
the escalation brought Remedy to a halt as the escalation took over all
resources.

If I remember the docs correctly, the arsystem uses the admin queue for all
database connections correct?  And if I also remember correctly, you can
only have one admin queue.  Why is this limitation in Remedy?  And if there
isn't a limit, what would be the suggested number?  We have a server group
of two servers and one database, we're thinking about using one server for
all escalations and another that the users can use so that if this happens
again, only the escalation server will be bogged down and not the server
everyone is using.  Is this a valid setup for a server group?

Also, is there some way to force Remedy to say only resolve a limited number
of tickets in a go?  Like a SQL Limit statement?  I'm sure we are not the
only ones who have ran into this problem, but how do you guys handle that
many tickets in a go?

-- 
"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: Shcema error (403)

[Pedro Cardoso]

Mary, este error ocurre cuando realizan cambios directamente en las tablas o
cuando estuvieron actualizando algun formulario y no se guardo correctmente.

Este es el error de Remedy.

*

ARERROR 403
*

Error

The form definition file field count does not match number of fields in the
file.

The number of fields defined for the form does not match the count in the
form header

definition. This error is usually caused by a manual change to one or more
of AR System

database definition files. If you have manually changed a file, the change
is invalid. If you

have not changed the file, this is an unexpected error.




Pedro

On Dec 19, 2007 2:39 PM, Maria Elena Hernandez <[EMAIL PROTECTED]>
wrote:

> **
>
> Hi,
>
>
>
> I'm getting a 403 error (in one table) when I startup the remedy server.
> The table is showing at Sybase but at the Admin tool is not. Could someone
> help me to check it?
>
>
>
> Regards,
>
>
>
>
>
> * * Funciona... Pero no es perfecta ***  Ricardo Sánchez (Iusacell)*
>
>
>
>
>
> --
>
> *Este mensaje y cualquier archivo que se adjunte al mismo es propiedad de
> Grupo Iusacell y contiene informacion privada y privilegiada para uso
> exclusivo del destinatario. Si usted recibe esta comunicacion por error, no
> esta autorizado para copiar, retransmitir, utilizar o divulgar este mensaje
> ni los archivos adjuntos. En este caso por favor notifique inmediatamente al
> remitente por este mismo conducto. Gracias. *
> __20060125___This posting was submitted with HTML in
> it___

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Shcema error (403)

[Maria Elena Hernandez]

Hi,
 
I’m getting a 403 error (in one table) when I startup the remedy server.
The table is showing at Sybase but at the Admin tool is not. Could
someone help me to check it?
 
Regards,
 
 
 *** Funciona... Pero no es perfecta ***  Ricardo Sánchez (Iusacell)
 

 



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Este mensaje y cualquier archivo que se adjunte al mismo es
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esta comunicacion por error, no esta autorizado para copiar,
retransmitir, utilizar o divulgar este mensaje ni los archivos
adjuntos. En este caso por favor notifique inmediatamente al
remitente por este mismo conducto. Gracias.

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Re: Crystal Reports IX and Remedy

[Dwayne Martin]

Kathy,

You don't have to install CR on the Remedy Server.  When you install the client 
User tool, the installer puts a run-time environment onto your local computer.  
This lets the users run Crystal reports either from the Report menu, or from a 
button on a Remedy form that launches an Active Link that opens a window in 
Report mode.

However, if you want to run Crystal Reports from Mid-Tier, that is messy and 
complicated, and the best advice I can give is consult your Mid-Tier manual and 
plan on getting help from Remedy and/or Crystal.

Dwayne Martin
James Madison University

 Original message 
>Date: Wed, 19 Dec 2007 11:41:41 EST
>From: Kathy Morris <[EMAIL PROTECTED]>  
>Subject: Crystal Reports IX and Remedy  
>To: arslist@ARSLIST.ORG
>
>   **
>   Where can I find a White paper on setting Remedy up
>   with Crystal Reports IX?
>
>   To set Crystal Reports IX up with Remedy, do I
>   install Crystal on the Remedy Server, or can this be
>   installed on a separate server.  Is there a
>   particular directory I need to install Crystal
>   into?  I'm not sure of the steps to get Crystal
>   talking to Remedy.  I know that I have to configure
>   the ODBC connection with an AR User account.  I have
>   used Crystal before.
>
>
>
>
> 
>
>   See AOL's top rated recipes and easy ways to stay in
>   shape for winter.
>   __20060125___This posting was
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Re: Report Creator Form

[Mayfield, Andy L.]

I was afraid of that. The problem is that the users want to be able to
run the report and have basically the finished product without having to
manipulate the data in any way. 

I may have to investigate using DDE (...arggg) or OLE, which I know
almost nothing about and looks like it would be quite involved.

Looks like I don't have any really good and simple options.

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 Reiser, John J
Sent: Wednesday, December 19, 2007 12:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Report Creator Form

Andy,
Even in the WUT the report feature would not include summation to the
.csv file format.
Just rows and columns.
You can easily open it in Excel and do some grouping, sorting and
calculations there.

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 Mayfield, Andy L.
Sent: Wednesday, December 19, 2007 1:07 PM
To: arslist@ARSLIST.ORG
Subject: Report Creator Form

Has anyone used the Report Creator Form to create a reports that does a
SUM operation (statistics tab) and output to a csv file?

Mine seems to work fine when creating in the Remedy report format
(.rep), but the SUM operation results are not included when I create in
csv format?

Thanks,  

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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SRM Installation - Duplicate SYS:Menu Items

[Robert Molenda]

Hello all;

I'm putting together the "generic system" of everything so to say, Windows
2003, SQL 2005, ARS 7.1, ITSM 7_0_2 plus patch 6 (IM/PM/AM/SLM), and when I
attempt to install SRM Module I noted the following bugs :(

To start off with, the form SRM:AppTargetData was not imported due to data
conflicts, which then caused a cascade failure for other forms and workflow.
Manual Import with the "replace, delete and change data-types" corrected
this, however I would have not expected that a 100% OOB installation would
fail, but I digress...

The last issue with the SRM Installation, is a duplicate entry in SYS:Menu
Items, for the "System Menu Item" for "Work Order Role" menu selection code
27...

This already exists, however is linked to the system menu item entry for
"EndOfTermAction" which is related to Configuration Data for "Config-ASI".

This arx file is "SRS_WOI_SYSMenuItems_OverviewConsole_cfg.arx"

I checked SRM Patch#1 hoping that by chance, it would be updated in there,
but alas, it is not :(

So, now I am a bit "stuck", in the catch-22, I do not want to tweak the menu
item for EndOfTermAction, but do not want to continue without the SRM Menu
Item installed corerctly.

Can someone please validate in SYS:Menu Items
Selection Code 27 ==> menu value 1 --> EndOfTermAction or "Work Order
Role"
and the backwards checks for the selection code(s) on these two menu value 1
items.

Searching the BMC KB was of no luck unfortunately.

Thanks-n-advance
Robert Molenda

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Re: Changing X and Y coordinates

[Kemes, Lisa]

Thanks for the ideas everyone! 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Wednesday, December 19, 2007 10:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Changing X and Y coordinates

I've always wanted to do this, or to change the size of a field, say
almost making it 3-d like so if it were required, you could really
emphasize a field.

It might not look good, I've never gotten to try it out because it
doesn't exist!

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Wednesday, December 19, 2007 8:54 AM
To: arslist@ARSLIST.ORG
Subject: Changing X and Y coordinates

**
Is there a way to change the X and Y coordinate of a field or button
when certain criteria is met?
 
Lisa
__20060125___This posting was submitted with HTML in
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Re: Report Creator Form

[Reiser, John J]

Andy,
Even in the WUT the report feature would not include summation to the
.csv file format.
Just rows and columns.
You can easily open it in Excel and do some grouping, sorting and
calculations there.

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 Mayfield, Andy L.
Sent: Wednesday, December 19, 2007 1:07 PM
To: arslist@ARSLIST.ORG
Subject: Report Creator Form

Has anyone used the Report Creator Form to create a reports that does a
SUM operation (statistics tab) and output to a csv file?

Mine seems to work fine when creating in the Remedy report format
(.rep), but the SUM operation results are not included when I create in
csv format?

Thanks,  

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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Report Creator Form

[Mayfield, Andy L.]

Has anyone used the Report Creator Form to create a reports that does a
SUM operation (statistics tab) and output to a csv file?

Mine seems to work fine when creating in the Remedy report format
(.rep), but the SUM operation results are not included when I create in
csv format?

Thanks,  

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: Mid Tier Web Services

[Rocky Rockwell]

What we have done is create a custom web page outside of remedy that is 
the default for remedy. There we have links that depending on what they 
click on with either prompt for a login or just take them to the remedy 
page by automatically logging them into the system. For us we have setup 
normal end-user submit to be able to submit w/o having to login. We set 
the submitter field to the whatever the ID is for the customer that they 
enter. That way they can modify a few fields we allow them to modify if 
they want. To modify they have to login and a control panel comes up to 
let has buttons for them to go to the application they want and we allow 
them to modify.  For Analyst they login always and we take them to a 
slightly different control panel so they can do there work (these people 
have write licenses). That way we control what people can do based on 
permissions.


Hope this helps.

*Rocky*

Rocky Rockwell
eMA Team – Remedy Developer
[EMAIL PROTECTED] 
Ph#1: 214-567-8874
Ph#2: 325-884-1263



Koyb P. Liabt wrote:

**
We designed a custom web page #1 with a URL that opens
web page #2.
 
On Web page #2 there is another URL that opens the

remedy login. When the user logins in to remedy and a custom web
page opens that our end-users want to modify.  This custom web page is 
the not the Remedy
OOB home page, and has some workflow that does not work well. We have 
been tasked

with fixing this workflow.
 
Is it better to use web services to customize, reduce the logins and 
direct the user to the OOB Remedy home page (with links for 
Change/Incident, etc) or would it faster (less effort)t to scrap 
a customized web page and go back to the original OOB Remedy Home page?
 
 





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 and 
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for winter.
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Crystal Reports IX and Remedy

[Kathy Morris]

Where can I find a White paper on setting Remedy up with  Crystal Reports IX?
 
To set Crystal Reports IX up with Remedy, do I install Crystal  on the Remedy 
Server, or can this be installed on a separate server.  Is  there a 
particular directory I need to install Crystal into?  I'm not  sure of the 
steps to get 
Crystal talking to Remedy.  I know that I have to  configure the ODBC 
connection with an AR User account.  I have used Crystal  before.
 
 
 



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Mid Tier Web Services

[Koyb P. Liabt]

We designed a custom web page #1 with a URL that opens
web page  #2.
 
On Web page #2 there is another URL that opens the
remedy login. When  the user logins in to remedy and a custom web
page opens that our end-users  want to modify.  This custom web page is the 
not the Remedy
OOB  home page, and has some workflow that does not work well. We have been  
tasked
with fixing this workflow.
 
Is it better to use web services to customize, reduce the logins and direct  
the user to the OOB Remedy home page (with links for Change/Incident, etc) or  
would it faster (less effort)t to scrap a customized web page and  go back to 
the original OOB Remedy Home page?
 
 



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(http://food.aol.com/top-rated-recipes?NCID=aoltop000304)

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Re: API entry ITSM 7

[Rick Cook]

Well, that is one of the main reasons for the Interface_create form - to
collect and validate the data prior to creating a Request.  You will either
have to put some dummy data in the fields it requires, or disable the
validation workflow (not recommended, due to probably downstream effects).

In this case, the person "entering" the request shouldn't have too much
effect on the assignment routing, unless you are pretty granular with that.
Usually, when requests or Incidents are created by some generic means, the
first stop is to have someone do triage on them and properly categorize
them, so that the assignment engine can route it properly.  Is there truly
no way to capture the real requester?  Then how does the Assignee know who
to contact or help?  If you do have that data, perhaps you could use your
generic account for the Person data, and the actual requester as the
Contact.

Rick

On 12/19/07, Brandi Barbour <[EMAIL PROTECTED]> wrote:
>
> Thanks for the information Rick.  When I change the form to use
> SRM:RequestInterface_Create it asks for a Person ID, login Id and a few
> other fields.  The user entering the ticket does not have a person id in
> the People form in the remedy system.  If I choose a generic account to
> hardcode to that field then that will affect the autoassignment and not
> route it incorrectly, correct?
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
> Sent: Tuesday, December 18, 2007 2:13 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: API entry ITSM 7
>
> **
> Brandi, you need to submit your record to the
> SRM:RequestInterface_Create form, which will then do the necessary
> validation (and retrieval of fields like Group IDs) and push the record
> out to the customer facing forms.
>
> Rick
>
> On 12/18/07, Brandi Barbour <[EMAIL PROTECTED]> wrote:
>
>All,
>I am using an API to insert records from a .Net interface.  The
> records
>are being inserted into the SRM:Request form so the remedy otb
> workflow
>can handle everything else. All is well except when insterting
> the
>record I am getting an error that there are not any groups to
> autoassign
>the ticket to. And I need to manually assign ticket.  I have
> configured
>the CFG:Assignment  and put a location and a categorization tier
> 1 in
>there to autoassign to a specific group.  However the
> information I am
>inserting from the .net interface is a user that is not in
> People form
>but does have the same location and catergorization that I
> configured in
>the CFG:Assignment form.
>When I use the requester wizard and submit a request it works
> fine, but
>it is a person from the people form.
>Any ideas on how to get the autoassignment to work for entries
> that
>don't have people entries in people form?
>Thanks,
>Brandi
>
>
>Platform is as follows
>ARS 7.0.1
>Incident and Change 7.0.1
>Windows 2003
>SQL 2005
>
>
> 
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>
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Re: Changing X and Y coordinates

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

I've always wanted to do this, or to change the size of a field, say
almost making it 3-d like so if it were required, you could really
emphasize a field.

It might not look good, I've never gotten to try it out because it
doesn't exist!

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Wednesday, December 19, 2007 8:54 AM
To: arslist@ARSLIST.ORG
Subject: Changing X and Y coordinates

** 
Is there a way to change the X and Y coordinate of a field or button
when certain criteria is met?
 
Lisa
__20060125___This posting was submitted with HTML in
it___ 

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Re: API entry ITSM 7

[Brandi Barbour]

Thanks for the information Rick.  When I change the form to use
SRM:RequestInterface_Create it asks for a Person ID, login Id and a few
other fields.  The user entering the ticket does not have a person id in
the People form in the remedy system.  If I choose a generic account to
hardcode to that field then that will affect the autoassignment and not
route it incorrectly, correct? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, December 18, 2007 2:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: API entry ITSM 7

**
Brandi, you need to submit your record to the
SRM:RequestInterface_Create form, which will then do the necessary
validation (and retrieval of fields like Group IDs) and push the record
out to the customer facing forms. 
 
Rick
 
On 12/18/07, Brandi Barbour <[EMAIL PROTECTED]> wrote: 

All,
I am using an API to insert records from a .Net interface.  The
records
are being inserted into the SRM:Request form so the remedy otb
workflow 
can handle everything else. All is well except when insterting
the
record I am getting an error that there are not any groups to
autoassign
the ticket to. And I need to manually assign ticket.  I have
configured 
the CFG:Assignment  and put a location and a categorization tier
1 in
there to autoassign to a specific group.  However the
information I am
inserting from the .net interface is a user that is not in
People form 
but does have the same location and catergorization that I
configured in
the CFG:Assignment form.
When I use the requester wizard and submit a request it works
fine, but
it is a person from the people form.
Any ideas on how to get the autoassignment to work for entries
that
don't have people entries in people form?
Thanks,
Brandi


Platform is as follows
ARS 7.0.1
Incident and Change 7.0.1
Windows 2003 
SQL 2005



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Re: Changing X and Y coordinates (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

One way to do this is to use multiple buttons and hide one and show the
other. The effect is to change position on the screen. In the old days,
a common practice was to stack buttons on top of one another and only
show the ones appropriate to the workflow.

Gordon M. Frank
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Wednesday, December 19, 2007 9:54 AM
To: arslist@ARSLIST.ORG
Subject: Changing X and Y coordinates

**
Is there a way to change the X and Y coordinate of a field or button
when certain criteria is met?
 
Lisa
__20060125___This posting was submitted with HTML in
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Close Window action on Midtier 7.0

[Durrant, Michael M. - ITSD]

ARS 7.0.01 Patch 3
Mid-Tier 7.0.01 Patch 3
 
It seems to me the Close Window action on the Mid-Tier just simulates a
browser "Back" button click.  Has anyone else found this behavior?

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Re: Consume AR System Web Services through .net framework 2.0

[Subash Biswas]

Misi:
We had a similar issue where NULL values returned from the AR Web
Service that caused errors like 'Object reference not set to an
instance of an object.' To bypass that we came up with default
dateTime/integer values(like 1975-01-01T00:00:00-05:00) which the .NET
code would ignore. This will help retain your data type as well as
the .NET developers sanity!
Freewares like Soap UI or Strike Iron Web Services actually validate
the SOAP request and response and come very handy for integrations
such as these.

-Subash

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Re: Changing X and Y coordinates

[Carey Matthew Black]

As a general rule nope.


On the Mid-tier then if you can write some javascript and know enough
about CSS (Cascading Style Sheets) then you can go outside the ARS
universe and get the job done for that client. ( also be mindful of
browser differences.)

I doubt that helps but that is what I know about that. :)

FWIW... I would, as a general rule, think that that kind of UI is a
"bad design". If you want to "set focus" then do that. If you want a
"Pop up" (dialog) then do that. If you want to view the record in a
different view, then open the record in a different view(dialog/not
dialog). It just seems like moving the field for the user would be a
bit of a strange thing to do.

-- 
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 19, 2007 9:54 AM, Kemes, Lisa <[EMAIL PROTECTED]> wrote:
> **
>
> Is there a way to change the X and Y coordinate of a field or button when
> certain criteria is met?
>
> Lisa

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Changing X and Y coordinates

[Kemes, Lisa]

Is there a way to change the X and Y coordinate of a field or button
when certain criteria is met?
 
Lisa

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Re: Oracle Remedy installation

[Mahan, Janet L [EQ]]

Remedy will work with the 9i client.  I have installed it on 9i with no 
problems.
The problem does not appear to be database related as it fails while extracting 
the binaries.
 The tablespace was configured for 1 gig, with temp space at 100 meg.  While 
this is small, it's all the space that was available and more than adequate for 
a base Remedy install.


Janet Mahan
Network Systems Administrator II
EMBARQ

Voice: 941-766-6199  |  Wireless: 321-356-0128  |  Fax: 941-766-6199
Email: [EMAIL PROTECTED]

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From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Grooms, Frederick W
Sent: Tuesday, December 18, 2007 4:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Oracle Remedy installation

**
I believe Remedy 7 Requires the 32-bit Oracle 10gR2 database client for 
connecting to the Oracle database

What point in the install does it stop?

Fred


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Mahan, Janet L [EQ]
Sent: Tuesday, December 18, 2007 3:12 PM
To: arslist@ARSLIST.ORG
Subject: Oracle Remedy installation

We are trying to do a new installation of Remedy 7.1 on an Oracle 9i database.  
The installation doesn't complete and there is nothing in the log files.  We 
are new to Oracle.  Is there anyone that can point us where to look for the 
problem?  We have a ticket open with BMC but so far no response.

Janet Mahan
Network Systems Administrator II
EMBARQ

Voice: 941-766-6199  |  Wireless: 321-356-0128  |  Fax: 941-766-6199
Email: [EMAIL PROTECTED]

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__20060125___This posting was submitted with HTML in it___

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Re: Oracle Remedy installation

[Mahan, Janet L [EQ]]

It is a unix installation and we have set the environment needed by the Oracle 
client.


Janet Mahan
Network Systems Administrator II
EMBARQ

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From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe D'Souza
Sent: Tuesday, December 18, 2007 8:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Oracle Remedy installation

**
Is this a windows install or a UNIX? If UNIX, have you set the set the 
environment needed by the Oracle Client so that the installation script can 
connect to the database?

Joe
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Mahan, Janet L [EQ]
Sent: Tuesday, December 18, 2007 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Oracle Remedy installation

**
We are trying to do a new installation of Remedy 7.1 on an Oracle 9i database.  
The installation doesn't complete and there is nothing in the log files.  We 
are new to Oracle.  Is there anyone that can point us where to look for the 
problem?  We have a ticket open with BMC but so far no response.

Janet Mahan
Network Systems Administrator II
EMBARQ

Voice: 941-766-6199  |  Wireless: 321-356-0128  |  Fax: 941-766-6199
Email: [EMAIL PROTECTED]

Voice | Data | Internet | Wireless | Entertainment

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privileged material for the sole use of the intended recipient(s). Any review, 
use, distribution or disclosure by others is strictly prohibited. If you are 
not the intended recipient (or authorized to receive for the recipient), please 
contact the sender and delete all copies of the message.
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Re: OT: Rant - SLA - Change / Task

[T. Dee]

Rabi - i'm curious if you got this working?

Thanks!




On 12/12/07, Rabi Tripathi <[EMAIL PROTECTED]> wrote:
>
> 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?
> >
> >
> 

Re: Consume AR System Web Services through .net framework 2.0

[Jarl Grøneng]

It should not be necessary to change the datatype. Strings will always
be ok to send NULL values, not other datatypes as a NULL value is not
valid.

Do you specify minOccurs for the elemets?

--
Jarl

On Dec 19, 2007 11:11 AM, Misi Mladoniczky <[EMAIL PROTECTED]> wrote:
> Hi Jarl,
>
> Yes it does. We tried it both ways after my original post.
>
> As it turned out, NULL-values was OK for character fields but not for
> Integers and Date Fields. By changing the mapping sligthly for Date and
> Integer Fields and changing the Properties->Type to string instead of
> dateTime/integer/double, we could circumvent the problem.
>
> The bad thing about that solution was that the data was sent as a string
> instead of the correct type.
>
> The other solution we found, was to use the wsdl.exe from Microsoft to
> generate code specific to the specified WSDL and programming language.
> Just google for wsdl.exe, and you will get to the correct page:
> http://msdn2.microsoft.com/en-us/library/7h3ystb6(VS.71).aspx
>
> After the template code has been created, you can go in and change the
> code for the specific fields so that it works the way you want it to.
>
> Best Regards - Misi, RRR AB, http://www.rrr.se
>
> Products from RRR Scandinavia:
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> * RRR|Translator - Manage and automate your language translations.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
>
> > Does the XML schema states that the elements can be null?
> >
> > --
> > Jarl
> >
> > On Dec 19, 2007 9:50 AM, Misi Mladoniczky <[EMAIL PROTECTED]> wrote:
> >> Hi,
> >>
> >> When a NULL-value is returned from the AR System Web Service, the .net
> >> developer gets the following error. The problematic XML-tag is the empty
> >> tag , but it is the same with any
> >> empty tag/field.
> >>
> >> There is an error in XML document (4,41)
> >>
> >> 2007-dec-18 11:31:31 - FINE (com.remedy.log.WEBSERVICES) : output
> >> document
> >> from AR
> >> Server: 
> >>  >> xmlns:xsd="http://www.w3.org/2001/XMLSchema";
> >> xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance";>
> >>   Rolf
> >>>> xsi:type="xsd:dateTime">2007-12-13T08:43:06+01:00
> >>   
> >>>> xsi:type="xsd:string">MinSida
> >>>> xsi:type="xsd:dateTime">2007-12-13T08:43:06+01:00
> >>   001
> >>>> xsi:type="xsd:string">Test
> >>   New
> >>>> xsi:type="xsd:string">2007-12-13T08:43:06+01:00MinSida
> >> Ulf
> >> 
> >>
> >> Any suggestions on what has been done wrong on the .net side?
> >>
> >> Best Regards - Misi, RRR AB, http://rrr.se
> >>
> >> ___
> >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> >> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> >>
> >
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Re: Consume AR System Web Services through .net framework 2.0

[Misi Mladoniczky]

Hi Jarl,

Yes it does. We tried it both ways after my original post.

As it turned out, NULL-values was OK for character fields but not for
Integers and Date Fields. By changing the mapping sligthly for Date and
Integer Fields and changing the Properties->Type to string instead of
dateTime/integer/double, we could circumvent the problem.

The bad thing about that solution was that the data was sent as a string
instead of the correct type.

The other solution we found, was to use the wsdl.exe from Microsoft to
generate code specific to the specified WSDL and programming language.
Just google for wsdl.exe, and you will get to the correct page:
http://msdn2.microsoft.com/en-us/library/7h3ystb6(VS.71).aspx

After the template code has been created, you can go in and change the
code for the specific fields so that it works the way you want it to.

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at http://rrr.se.

> Does the XML schema states that the elements can be null?
>
> --
> Jarl
>
> On Dec 19, 2007 9:50 AM, Misi Mladoniczky <[EMAIL PROTECTED]> wrote:
>> Hi,
>>
>> When a NULL-value is returned from the AR System Web Service, the .net
>> developer gets the following error. The problematic XML-tag is the empty
>> tag , but it is the same with any
>> empty tag/field.
>>
>> There is an error in XML document (4,41)
>>
>> 2007-dec-18 11:31:31 - FINE (com.remedy.log.WEBSERVICES) : output
>> document
>> from AR
>> Server: 
>> > xmlns:xsd="http://www.w3.org/2001/XMLSchema";
>> xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance";>
>>   Rolf
>>   > xsi:type="xsd:dateTime">2007-12-13T08:43:06+01:00
>>   
>>   > xsi:type="xsd:string">MinSida
>>   > xsi:type="xsd:dateTime">2007-12-13T08:43:06+01:00
>>   001
>>   > xsi:type="xsd:string">Test
>>   New
>>   > xsi:type="xsd:string">2007-12-13T08:43:06+01:00MinSida
>> Ulf
>> 
>>
>> Any suggestions on what has been done wrong on the .net side?
>>
>> Best Regards - Misi, RRR AB, http://rrr.se
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>>
>
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Re: Consume AR System Web Services through .net framework 2.0

[Jarl Grøneng]

Does the XML schema states that the elements can be null?

--
Jarl

On Dec 19, 2007 9:50 AM, Misi Mladoniczky <[EMAIL PROTECTED]> wrote:
> Hi,
>
> When a NULL-value is returned from the AR System Web Service, the .net
> developer gets the following error. The problematic XML-tag is the empty
> tag , but it is the same with any
> empty tag/field.
>
> There is an error in XML document (4,41)
>
> 2007-dec-18 11:31:31 - FINE (com.remedy.log.WEBSERVICES) : output document
> from AR
> Server: 
>  xmlns:xsd="http://www.w3.org/2001/XMLSchema";
> xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance";>
>   Rolf
>xsi:type="xsd:dateTime">2007-12-13T08:43:06+01:00
>   
>   MinSida
>xsi:type="xsd:dateTime">2007-12-13T08:43:06+01:00
>   001
>   Test
>   New
>xsi:type="xsd:string">2007-12-13T08:43:06+01:00MinSida
> Ulf
> 
>
> Any suggestions on what has been done wrong on the .net side?
>
> Best Regards - Misi, RRR AB, http://rrr.se
>
> ___
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Consume AR System Web Services through .net framework 2.0

[Misi Mladoniczky]

Hi,

When a NULL-value is returned from the AR System Web Service, the .net
developer gets the following error. The problematic XML-tag is the empty
tag , but it is the same with any
empty tag/field.

There is an error in XML document (4,41)

2007-dec-18 11:31:31 - FINE (com.remedy.log.WEBSERVICES) : output document
from AR
Server: 
http://www.w3.org/2001/XMLSchema";
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance";>
  Rolf
  2007-12-13T08:43:06+01:00
  
  MinSida
  2007-12-13T08:43:06+01:00
  001
  Test
  New
  2007-12-13T08:43:06+01:00MinSida
Ulf


Any suggestions on what has been done wrong on the .net side?

Best Regards - Misi, RRR AB, http://rrr.se

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Web services issue

[Chanan Berler]

We have a Remedy-based application which communicates with several external
non-Remedy applications.
The web-service in Remedy application is mapped to two forms (one-to-many
relation), when one form is submitting web-service request (web-service
input) and the other is supposed to hold the result data array (web-service
output). 

The workflow is as following:
1. the 1st external application is calling Remedy web-service; 
2. upon the new entry sumbission in the request form, assosiated filter is
calling external web-service of
the 2nd external application; 
3. mentioned above filter is mapped to the same two forms and on external
web-service output new
   entries are submitted in the second form; 
4. now, the both request and result forms are populated correctly,
   and foreign key column of the result form is populated with the first
form's Request ID; 
5. then, Remedy is supposed to return the first web-service output, but the
select composed by Remedy
is wrong - select from first form by the Request ID of the second one.
5. flow stops at that point, and Error 302 appears. 

It seems like entries submission by two different web-services is the cause. 
Thanks
Chanan
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