Re: Error while running webservice on ITSM7

[Jarl Grøneng]

Turn on arplugin.log and see what the error tells you

--
Jarl

On Jan 23, 2008 7:35 AM, suman goya, <[EMAIL PROTECTED]> wrote:
> Hi All,
>
> I am trying to run webservice on ITSM7 but  getting below error
> "ARERR [8939] The AR System Plug-In server is not responding.
> Cannot connect to the system at this time.  Contact your AR System
> Administrator for assistance."
>
> I restarted the AR System Plug-In server also but it is not working.
>
> Same webservice is working perfectly in ITSM6.
>
> So Can anyone please help me on this ?
>
> Regards,
> Suman
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: strange error from netcool-Remedy gateway

[Shyam Attavar]

What version of AR and what version is the Remedy Gateway from Netcool at?

Although, I have not seen the exact error, I have seen something similar a 
while back and am wondering something has changed in your gateway configuration 
files which is causing this error. The error reporting mechanism is not un to 
the mark in this product. If you can provide more details on what you changed 
in the configuration offline, I can take a look and maybe point in the right 
direction.

Cheers,
--
Shyam
  - Original Message - 
  From: Aaron Keller 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Tuesday, January 22, 2008 4:47 PM
  Subject: FW: strange error from netcool-Remedy gateway


  ** 
  Has anyone seen this error when attempting to start a netcool-Remedy gateway, 
and does anyone know what might be causing it?

  Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': WAITING ...
  Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': Received IDUC 
dat
  a message.
  Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': Spliting IDUC 
mes
  sage.
  Jan 22 19:18:58 2008: G_REMEDY :Error: Reader 'SERVER_READER': Failed to 
split I
  DUC message via SplitIDUCPacket().
  Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': Main loop has 
bee
  n terminated.
  Jan 22 19:18:58 2008: G_REMEDY :Error: Reader 'SERVER_READER': Crashed reader 
-
  stopping server.
  Jan 22 19:18:58 2008: G_REMEDY :Debug: Server Shutdown requested at 
non-interrup
  t level.


  thanks

  -Aaron

  * Email: [EMAIL PROTECTED]



SunCom is the wireless company that's committed to doing things differently. 

Things we want you to know.

This e-mail and any files transmitted with it are confidential and are intended 
solely for the use of the individual or entity to whom they are addressed. This 
communication may contain material protected by the attorney-client privilege. 
If you are not the intended recipient or the person responsible for delivering 
the e-mail to the intended recipient, be advised that you have received this 
e-mail in error and that any use, dissemination, forwarding, printing or 
copying of this e-mail is strictly prohibited.
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Error while running webservice on ITSM7

[suman goya,]

Hi All,

I am trying to run webservice on ITSM7 but  getting below error
"ARERR [8939] The AR System Plug-In server is not responding.
Cannot connect to the system at this time.  Contact your AR System
Administrator for assistance."

I restarted the AR System Plug-In server also but it is not working.

Same webservice is working perfectly in ITSM6.

So Can anyone please help me on this ?

Regards,
Suman

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Appending headers to outgoing email messages

[Mike]

L G Robinson wrote:

When sending email notifications using the Notify action in a filter,
I thought that it was possible to add additional email headers to the
outgoing email message by appending them to the end of the Subject


I believe that hack only worked on some platforms, and wouldn't expect 
it to survive an upgrade.

We needed to do something similar, but couldn't find a way in Remedy.
So we just sent the email to a small external perl script, which rewrote 
the headers and forwarded it on.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Closing Incident from Requester Console

[Elinore AR]

Hi Lisa,

Thanks for your insight. The reason for wanting a quick close button
on the Requester Console is that, on our end (operating company), we
can only take the incident up to "complete/resolved" status. All of
our clients who logs their support issues on the console are the only
ones who can sign-off or "close" the issue once they feel that the
resolution we provided was acceptable. Otherwise they can re-open the
issue or cancel it (these 2 options already exist, just not the
"close" option.) Since they are clients, they will not have any access
to the Incident Management console and it would be counter-productive
for us if the client would keep calling us/sending us email requesting
to close the incident instead of just giving them the ability to do
so.

Elinore

On Jan 22, 10:43 pm, Lisa Westerfield <[EMAIL PROTECTED]>
wrote:
> Elinore,
>
> My initial curiosity makes me ask:
> - what audience do you want to quickly close incidents from here?
> - why do you want them to have a quick link vs opening the incident and 
> providing information before closing?  Considering that your support groups 
> are already working on them.
>
> Besides that... The purpose of the Requester Console is to provide a portal 
> for guests, or essentially any person with less than basic Remedy access 
> needs, so they may make requests for work.  The other consoles are more 
> intended to interract with requests by providing many more options.
>
> In addition, the Requester Console actually displays 'request' records which 
> are related to incidents under the covers.  Those records are only related to 
> other incidents or changes if there is a record number in the first column, 
> otherwise it's still a request record with errors.
>
> From my experience, I wouldn't expect that a quick close option would be as 
> common from a console as the user should have to provide more information for 
> resolving or closing, which would require an additional window pop or to open 
> the record entirely.  As I said, "I wouldn't expect it", because I've never 
> experienced a situation where requesters could influence a record once level 
> 2 has begun work on it, without more information. But then again, someone out 
> there could be working differently.
>
> Hope that is somewhat helpful.
> -Lisa
>
> - Original Message -
> From: Action Request System discussion list(ARSList) <[EMAIL PROTECTED]>
> To: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
> Sent: Tue Jan 22 02:21:14 2008
> Subject: Closing Incident from Requester Console
>
> Hi all!
>
> I was wondering if anyone has ever done closing an incident from the
> Requester Console? Can anyone share their experience? I know that from
> the Requester  Console there is a Reopen and Cancel buttons  but no
> way to close the incident from there without having to go to the
> Incident Management Console and try to execute "Incident Closure"
> quick actions or open the incident itself and close it from there.
>
> Ideally I was wanting to bring the "Incident Closure" quick action to
> the Requester Console but it wasn't as easy as I thought. So I wanted
> to ask here if anyone else has successfully done something like this
> or if any of you has other ideas on how to accomplish this.
>
> TIA.
>
> Elinore
>
> ___
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

FW: strange error from netcool-Remedy gateway

[Aaron Keller]

Has anyone seen this error when attempting to start a netcool-Remedy
gateway, and does anyone know what might be causing it?
 
Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': WAITING
...
Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': Received
IDUC dat
a message.
Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': Spliting
IDUC mes
sage.
Jan 22 19:18:58 2008: G_REMEDY :Error: Reader 'SERVER_READER': Failed to
split I
DUC message via SplitIDUCPacket().
Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': Main loop
has bee
n terminated.
Jan 22 19:18:58 2008: G_REMEDY :Error: Reader 'SERVER_READER': Crashed
reader -
stopping server.
Jan 22 19:18:58 2008: G_REMEDY :Debug: Server Shutdown requested at
non-interrup
t level.

 
thanks
 

-Aaron

* Email: [EMAIL PROTECTED]  


 

SunCom is the wireless company that's committed to doing things differently. 

Things we want you to know.

This e-mail and any files transmitted with it are confidential and are intended 
solely for the use of the individual or entity to whom they are addressed. This 
communication may contain material protected by the attorney-client privilege. 
If you are not the intended recipient or the person responsible for delivering 
the e-mail to the intended recipient, be advised that you have received this 
e-mail in error and that any use, dissemination, forwarding, printing or 
copying of this e-mail is strictly prohibited.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Opening EXE from MidTier

[LJ Longwing]

Security through a web browser prevents execution of client side code
through the browser.  You won't be able to accomplish this action.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pargeter, Christie
Sent: Tuesday, January 22, 2008 5:01 PM
To: arslist@ARSLIST.ORG
Subject: Opening EXE from MidTier


** 
Hi All - I have a client that wants to fill in a field with a path to an EXE
then through MidTier press a button to open the EXE.  When I do a run
process it does not open the EXE any ideas?
 
I have tried run process = C:/air/rbair.exe
Run Process = PERFORM-ACTION-OPEN-URL new file://c:/air/rbair.exe
 
I am either getting a 9366 error (active link doesn't like this run process)
or the EXE never opens.
 
ARS 6.3
MidTier 6.3
IE 6
MS SQL 2000
 
 

Christie Pargeter 
Weyerhaeuser  Documentation & Training [EMAIL PROTECTED]
 
  Portland, OR  
tel: 503-574-3571
fax: 253-928-1072   
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
<>

Reconciling form defs vs. DB views?

[Durrant, Michael M. - ITSD]

I have a join form joining primary form A and secondary form B.  I
deleted some fields from form A a while back, but when I go to add
fields to the join form, the fields I deleted are on the list of fields
I can add.  I checked form A and form B for these fields and they are
not there.  I looked at the underlying database views and tables and the
fields are there, but they don't show up when I view the forms in the
Admin tool.  How can I reconcile this difference?
 
Thanks,
 
Michael

The information contained in this email may be privileged, confidential or 
otherwise protected from disclosure.  All persons are advised that they may 
face penalties under state and federal law for sharing this information with 
unauthorized individuals.  If you received this email in error, please reply to 
the sender that you have received this information in error.  Also, please 
delete this email after replying to the sender.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Opening EXE from MidTier

[Pargeter, Christie]

Hi All - I have a client that wants to fill in a field with a path to an EXE 
then through MidTier press a button to open the EXE.  When I do a run process 
it does not open the EXE any ideas?

I have tried run process = C:/air/rbair.exe
Run Process = PERFORM-ACTION-OPEN-URL new file://c:/air/rbair.exe

I am either getting a 9366 error (active link doesn't like this run process) or 
the EXE never opens.

ARS 6.3
MidTier 6.3
IE 6
MS SQL 2000



Christie Pargeter
Weyerhaeuser
Documentation & Training
[EMAIL PROTECTED] 
  Portland, OR
tel: 503-574-3571
fax: 253-928-1072


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
<>

Re: Modifying a record via RunMacro on the command line

[Julie Rockwood]

Hi Gary,
I believe you need a Modify-bulk command to actually perform the 
modify.  I am not sure how necessary those hex '01' characters 
peppered throughout the macro are.


TEST
Set-schema: 
Query: 1=$Request$
Modify-bulk: 536871039=$Title$
end

Good luck!
Julie Rockwood

At 02:25 PM 1/22/2008, you wrote:

**
I'm trying to modify a ticket via command line.

Here is my call on the command line:

"C:\Program Files\AR System\RUNMACRO.EXE"
 -d "C:\Documents and Settings\All Users\Application Data\AR 
System\HOME\ARCmds"
 -e "TEST" -x "" -U "" -P "" -p 
"Request"="CUST000

4854" = -p "Title"="Mr."

I'm not even sure if the above is correct, but I'm trying to pass a 
parameter called 'Request' as part of the qualification on the 
macro, and then a parameter for 'Title' as the value that is being 
updated. So, it will look up 'Request' and modify 'Title.'


So, I did some experimenting. A SUBMIT macro for this particular 
schema looks like the following:


TEST
Set-schema: 
Submit: 
|[EMAIL PROTECTED]

end

And a QUERY macro looks like the following:

TEST
Set-schema: 
Query: 1=CUST0004854[1]
Form-open:
Form-entry-list: 0
Form-final: modify@
end


So, I merged the two and came up with the below:

TEST
Set-schema: 
Query: 1=$Request$|536871039=$Title$
Form-final: modify@
End

The hopes are that the above macro will pull up ticket number 
$Request$ (as passed in via the command line call above), and update 
536871069 to 'Mr.' as passed via the command line call above).


Unfortunately, this isn't working. Do you all have any tips on 
creating a macro that, when run via command line, does a query, then 
updates the resulting record(s)? I tried to just go into the user 
tool and record a query/modify action, but remedy won't commit to 
the DB, so it won't record the update in the macro either. It will, 
however, let you create a submit macro and create the proper 
commands in the macro file, just not submit to database.


Any help is greatly appreciated!

Thanks,

Gary Opela, Jr
Sr. Remedy Developer
Leader Communications, Inc.
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers 
Are" html___


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Modifying a record via RunMacro on the command line

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

I'm trying to modify a ticket via command line.

 

Here is my call on the command line:

 

"C:\Program Files\AR System\RUNMACRO.EXE"

 -d "C:\Documents and Settings\All Users\Application Data\AR
System\HOME\ARCmds"

 -e "TEST" -x "" -U "" -P "" -p
"Request"="CUST000

4854" = -p "Title"="Mr."

 

I'm not even sure if the above is correct, but I'm trying to pass a
parameter called 'Request' as part of the qualification on the macro,
and then a parameter for 'Title' as the value that is being updated. So,
it will look up 'Request' and modify 'Title.'

 

So, I did some experimenting. A SUBMIT macro for this particular schema
looks like the following:

 

TEST

Set-schema: 

Submit:
|536871039=Mr.536870985=asdf536870938=1536870936=1536870
935=1536870934=1536870929=336-3211536870925=Bob536870918=Smith536870916=
[EMAIL PROTECTED]

end

 

And a QUERY macro looks like the following:

 

TEST

Set-schema: 

Query: 1=CUST0004854[1]

Form-open: 

Form-entry-list: 0

Form-final: modify@

end

 

 

So, I merged the two and came up with the below:

 

TEST

Set-schema: 

Query: 1=$Request$|536871039=$Title$

Form-final: modify@

End

 

The hopes are that the above macro will pull up ticket number $Request$
(as passed in via the command line call above), and update 536871069 to
'Mr.' as passed via the command line call above).

 

Unfortunately, this isn't working. Do you all have any tips on creating
a macro that, when run via command line, does a query, then updates the
resulting record(s)? I tried to just go into the user tool and record a
query/modify action, but remedy won't commit to the DB, so it won't
record the update in the macro either. It will, however, let you create
a submit macro and create the proper commands in the macro file, just
not submit to database.

 

Any help is greatly appreciated!

 

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Terrible performance - 6 concurrent users

[Garrison, Sean (Norcross)]

Here is an Interesting Article about Raid performance on SQL Server you might 
want to read:

http://blogs.zdnet.com/storage/?p=131

http://blogs.zdnet.com/Ou/?p=484&page=3


Might help on your Raid setup.

Also Have you tried Upping your Min Threads to 3 and Lowering your Max to like 
8??  I generally only go 4 times the # of processors on the threads max ...


Thanks,

Sean





From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Harry Pugh
Sent: Tuesday, January 22, 2008 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Terrible performance - 6 concurrent users

Hi,

I'm running into some pretty bad performance problems with what should be a 
pretty simple setup for Remedy and ITSM 7. Our help desk users are experiencing 
delays of up to 30 seconds just when pulling up the dropdowns for the 
Operational Categorizations. They're experiencing delays from 45 seconds to a 
minute just to pull open an Incident form. Saving an incident takes up to 20 
seconds. We only have 6 concurrent users out of a user base of 22.

We're running ARServer 7.1 and ITSM 7.0.02 patch 6 on one server with 2xDual 
Core 2.66GHz Xeon processors, 3.5 GB RAM. The DB is running on SQL Server 2000 
on a separate box with a lot of RAM and RAID 5 storage.

The avg. cpu % on the ARServer is very low  (< 3%) and ARServer.exe is taking 
up 673 MB of RAM, aremailid.exe is taking up close to 40MB of RAM, and 
arplugin.exe is taking close to 28MB of RAM.

I turned on SQL and API logging and used the LogAnalyzer tool to run through 
the SQL logs. I'm showing one query that one of my users executed that took 
26.358 seconds to complete - when I copy and paste the SQL Command into SQL 
Server Management studio it executes and returns the result immediately. There 
are also some queries run by the Remedy Application Service that claim to take 
300 seconds to execute - again it returns immediately when I run the query on 
my own. So something must be blocking these queries, but what? As far as 
Incident is concerned, we're running a pretty out of the box setup for ITSM 7.

The API log analysis looks pretty bad as well, I saw a lot of long running 
commands:

* 20.85 seconds (executed by a user): +SE ARSetEntry - schema HPD:Help 
Desk entryId INCxyz from Remedy User (protocol 13) at IP address a.b.c.d

* 300.45 seconds (executed by Remedy App Service): +GLEWF 
ARGetListEntryWithFields - schema 
BMC.CORE.CONFIG:BMC_CIToConfigBaseRelationship from Unidentified Client 
(protocol 12) at IP address

* 51.466 seconds (executed by a user): +SE ARSetEntry - schema HPD:Help 
Desk entryID .


As for our server queues, I'm using the following:

* Alert Min 1 Max 5

* Escalation Min 1 Max 20

* Fast Min 5 Max 20

*  Min 2 Max 15

* List Min 15 Max 25


Any ideas for how to troubleshoot this are greatly appreciated!!

Thanks!

[cid:image001.gif@01C85D10.8FA08220]

Mike Pugh
Software Engineer

13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com

phone: (703) 968-5265
mobile: (203) 434-5082
[EMAIL PROTECTED]


"Contractor of the Year - 5th Annual Greater Washington Government Contractor 
Awards"

LEGAL DISCLAIMER: 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.




__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
<>

midTier Java issues

[Frank Caruso]

LINUX,Apache with Tomcat

Upraded from 6.03 p20 to 7.1

I can login into config page but get java errors when I try to click
on cache settings or log settings:

type Exception report

message

description The server encountered an internal error () that prevented
it from fulfilling this request.

exception javax.servlet.ServletException:
com/remedy/arsys/support/FastTextFormatter
 org.apache.jasper.servlet.JspServlet.service(JspServlet.java:249)
 javax.servlet.http.HttpServlet.service(HttpServlet.java:802)

root cause java.lang.NoClassDefFoundError:
com/remedy/arsys/support/FastTextFormatter
 java.lang.Class.getDeclaredConstructors0(Native Method)
 java.lang.Class.privateGetDeclaredConstructors(Class.java:2328)
 java.lang.Class.getConstructor0(Class.java:2640)
 java.lang.Class.newInstance0(Class.java:321)
 java.lang.Class.newInstance(Class.java:303)
 
org.apache.jasper.servlet.JspServletWrapper.getServlet(JspServletWrapper.java:138)
 org.apache.jasper.servlet.JspServletWrapper.service(JspServletWrapper.java:305)
 org.apache.jasper.servlet.JspServlet.serviceJspFile(JspServlet.java:291)
 org.apache.jasper.servlet.JspServlet.service(JspServlet.java:241)
 javax.servlet.http.HttpServlet.service(HttpServlet.java:802)

Above is sample of the message. It sometimes says:
java.lang.NoClassDefFoundError: com/remedy/arsys/support/Cache
I also cannot goto ars/home or view any Remedy forms. more java errors.

This server was running version 6 just fine

Any thoughts?

Frank

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Run Process in AL to execute a Perl script - Help!

[William H. Will Du Chene]

I know that I am coming into the conversation a bit late, but after
reading the thread, I thought that I would offer up a few comments for
consideration.

Running scripts and applications as the 'root' user on any *nix platform
is just plain poor policy. First, the script or application is violating
the 'minimal priviledge' rule, in which applications are given only what
they absolutely need to do what they have to do.

Secondly, if applications and scripts are installed and run with elevated
permissions in 'system' directories, such as /usr, /opt or /lib, then the
person who did the installation really needs to take a moment of pause and
rethink what they are doing.

Now there are some very good reasons for this, not the least of which is
maintainability and system recovery. Basically, this practices makes
maintaining a server a bear because the directories are not - well -
'pure' as they should be. The box - and this can be argued until blue in
the face - becomes a sandbox with junk in places where it should not be.

Simliarly, there are other issues. For example, what happens if your AR
System server is running as root, and a developer or contracter that is
leaked-off at the organization decides to run a script that modifies
something in /etc or perhaps delete some sort of other application? I've
busted people for changing file permissions like that in the past.

Likwise, sometimes admins - and I don't know what they are thinking when
they do this because it doesn't seem to make sense - place passwords into
environmentals that the application uses. Getting a password for an
account is as simple as '/bin/set > /tmp/env.txt.'

Finally, all non-standard applications on a *nix box should be run as a
non-priviledged user, in a non-standard, non-system group. There is no
need to allow anything else, especially when considering that 'sudo' is
available if you need it. (Swap out ports lower than 1024 and your fine.)
Using sudo keeps the password (if your using password authentication) from
being transmitted in the clear over the network, and is means or recording
who uses it for documentation and audit purposes.

The bottom line is that any installation of any non-standard application
on a *nix box should be into a non-system directory (I usually recommend
/apps or /orgname) and have any logs that they generate written to some
directory there under (/apps/logs, or /orgname/logs) if possible.

Likewise, there should be nothing - except symlinks if required in the
/etc directory (where the AR System likes dumping its configs).
Installations which follow those simple rules are very easy to backup and
restore, can be installed on a non-local disk (san, nas, or just plain ol'
NFS mount) and are vastly easier to recover because no special directories
are used, nor are permissions.

Offered up constructively...


-- 

Will Du Chene
[EMAIL PROTECTED]
http://www.myspace.com/wduchene

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Terrible performance - 6 concurrent users

[Baxter, Andrew]

Some of the obvious issues to look into do include the screen saver and
I would recommend the simplest possible one.  Also, ensure your
application and sql server are on the same subnet using at least 1GB
connections.  Also it doesn't sound like your SQL server is configured
very well disk wise.  You should always separate your transaction logs
from your data physically on a different set of drives, not just a
logical drive on the same set of spindles.  In short, the SQL server
should have a minimum of 3 physical drives, OS, Logs and Data for decent
performance.



Thanks,

Andrew Baxter



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wallace, Kelvin
Sent: Tuesday, January 22, 2008 2:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Terrible performance - 6 concurrent users



**

Harry,



I've heard of problems in the past where a Windows screen saver would
consume large amounts of server resources. 



HTH,

Kelvin





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Harry Pugh
Sent: Tuesday, January 22, 2008 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Terrible performance - 6 concurrent users



Hi,



I'm running into some pretty bad performance problems with what should
be a pretty simple setup for Remedy and ITSM 7. Our help desk users are
experiencing delays of up to 30 seconds just when pulling up the
dropdowns for the Operational Categorizations. They're experiencing
delays from 45 seconds to a minute just to pull open an Incident form.
Saving an incident takes up to 20 seconds. We only have 6 concurrent
users out of a user base of 22.



We're running ARServer 7.1 and ITSM 7.0.02 patch 6 on one server with
2xDual Core 2.66GHz Xeon processors, 3.5 GB RAM. The DB is running on
SQL Server 2000 on a separate box with a lot of RAM and RAID 5 storage.



The avg. cpu % on the ARServer is very low  (< 3%) and ARServer.exe is
taking up 673 MB of RAM, aremailid.exe is taking up close to 40MB of
RAM, and arplugin.exe is taking close to 28MB of RAM.



I turned on SQL and API logging and used the LogAnalyzer tool to run
through the SQL logs. I'm showing one query that one of my users
executed that took 26.358 seconds to complete - when I copy and paste
the SQL Command into SQL Server Management studio it executes and
returns the result immediately. There are also some queries run by the
Remedy Application Service that claim to take 300 seconds to execute -
again it returns immediately when I run the query on my own. So
something must be blocking these queries, but what? As far as Incident
is concerned, we're running a pretty out of the box setup for ITSM 7.



The API log analysis looks pretty bad as well, I saw a lot of long
running commands:

* 20.85 seconds (executed by a user): +SE ARSetEntry - schema
HPD:Help Desk entryId INCxyz from Remedy User (protocol 13) at IP
address a.b.c.d

* 300.45 seconds (executed by Remedy App Service): +GLEWF
ARGetListEntryWithFields - schema
BMC.CORE.CONFIG:BMC_CIToConfigBaseRelationship from Unidentified Client
(protocol 12) at IP address

* 51.466 seconds (executed by a user): +SE ARSetEntry - schema
HPD:Help Desk entryID .





As for our server queues, I'm using the following:

* Alert Min 1 Max 5

* Escalation Min 1 Max 20

* Fast Min 5 Max 20

*  Min 2 Max 15

* List Min 15 Max 25





Any ideas for how to troubleshoot this are greatly appreciated!!



Thanks!





Mike Pugh

Software Engineer


13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com 

phone: (703) 968-5265
mobile: (203) 434-5082
[EMAIL PROTECTED]


"Contractor of the Year - 5th Annual Greater Washington Government
Contractor Awards"

LEGAL DISCLAIMER: 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.





__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
Answers Are" html___




This e-mail is sent by Hudson Highland Group, Inc., or one of its 
subsidiaries, and may contain information that is privileged or confidential. 
If you are not the intended recipient, please delete the e-mail and any 
attachments and notify us immediately.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"<>

Re: Terrible performance - 6 concurrent users

[Wallace, Kelvin]

Harry,

 

I've heard of problems in the past where a Windows screen saver would
consume large amounts of server resources.  

 

HTH,

Kelvin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Harry Pugh
Sent: Tuesday, January 22, 2008 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Terrible performance - 6 concurrent users

 

Hi,

 

I'm running into some pretty bad performance problems with what should
be a pretty simple setup for Remedy and ITSM 7. Our help desk users are
experiencing delays of up to 30 seconds just when pulling up the
dropdowns for the Operational Categorizations. They're experiencing
delays from 45 seconds to a minute just to pull open an Incident form.
Saving an incident takes up to 20 seconds. We only have 6 concurrent
users out of a user base of 22.

 

We're running ARServer 7.1 and ITSM 7.0.02 patch 6 on one server with
2xDual Core 2.66GHz Xeon processors, 3.5 GB RAM. The DB is running on
SQL Server 2000 on a separate box with a lot of RAM and RAID 5 storage.

 

The avg. cpu % on the ARServer is very low  (< 3%) and ARServer.exe is
taking up 673 MB of RAM, aremailid.exe is taking up close to 40MB of
RAM, and arplugin.exe is taking close to 28MB of RAM.

 

I turned on SQL and API logging and used the LogAnalyzer tool to run
through the SQL logs. I'm showing one query that one of my users
executed that took 26.358 seconds to complete - when I copy and paste
the SQL Command into SQL Server Management studio it executes and
returns the result immediately. There are also some queries run by the
Remedy Application Service that claim to take 300 seconds to execute -
again it returns immediately when I run the query on my own. So
something must be blocking these queries, but what? As far as Incident
is concerned, we're running a pretty out of the box setup for ITSM 7.

 

The API log analysis looks pretty bad as well, I saw a lot of long
running commands:

* 20.85 seconds (executed by a user): +SE ARSetEntry - schema
HPD:Help Desk entryId INCxyz from Remedy User (protocol 13) at IP
address a.b.c.d

* 300.45 seconds (executed by Remedy App Service): +GLEWF
ARGetListEntryWithFields - schema
BMC.CORE.CONFIG:BMC_CIToConfigBaseRelationship from Unidentified Client
(protocol 12) at IP address

* 51.466 seconds (executed by a user): +SE ARSetEntry - schema
HPD:Help Desk entryID .

 

 

As for our server queues, I'm using the following:

* Alert Min 1 Max 5

* Escalation Min 1 Max 20

* Fast Min 5 Max 20

*  Min 2 Max 15

* List Min 15 Max 25

 

 

Any ideas for how to troubleshoot this are greatly appreciated!!

 

Thanks!

 

 

Mike Pugh

Software Engineer


13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com  

phone: (703) 968-5265
mobile: (203) 434-5082
[EMAIL PROTECTED]


"Contractor of the Year - 5th Annual Greater Washington Government
Contractor Awards"

LEGAL DISCLAIMER: 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.

 

 

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
<>

Rocky Mountain BMC Remedy Users Group Meeting (Reminder - Wednesday 01/23/08)

[Dave Wilmot]

Rocky Mountain BMC Remedy User Group Meeting

Sponsored by Rapid Technologies
When: Wed, January 23, 2008
 
Where:
Inverness Hotel 
200 Inverness Dr West 
Englewood, CO 80112 
 
Rapid Technologies cordially invites you to attend a complimentary 
RMRUG meeting that will be held on Wednesday, January 23, 2008. We 
have assembled a group of honorary guest speakers that will discuss ways

to enhance your existing BMC Remedy system. 
 
Event Information

AGENDA
7:30am to 11:30am

7:30am - 8:00am: Check-in & Continental Breakfast
 
8:00am - 8:50am: "AlarmPoint - Mobile Management of Remedy
Notifications" 
Alexis Schmidt, AlarmPoint Systems 
Michael Collins, AlarmPoint Systems 
 
8:55am - 9:45am: "Ensuring the adoption of Remedy" 
Drew Davis, Tripwire 
Kelly Feagans, Tripwire 
 
9:45am-10:00am: Break 
 
10:00am - 10:55am: "Introduction to BMC Service Request Management" 
Brad Evans, Principal Solutions Consultant, BMC Software 
 
11:00am - 11:30am: "BMC Remedy v7 Training Discussion / Demo" 
Victoria Schmidt, Training Director, Rapid Technologies 
 
REGISTRATION 
To RSVP please contact Bill Mell: 303-948-1014 x115 or
[EMAIL PROTECTED] 
 
Where: 
 
Inverness Hotel 
200 Inverness Dr West 
Englewood, CO 80112 
 
RSVP: 
 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Remedy and Clarity?

[James Van Sickle]

Chris

  I looked into the integration of Clarity and Remedy at a previous
employer.  A company called Xinify has developed several packaged
integrations between the two products available for purchase.  According to
Clarity documentation, you can integrate the two systems yourself using Web
Services, although documentation on the matter proved sparse.  I
encountered several problems with this solution because our Clarity system
was not at the required patch level, and Clarity Support being less than
forthcoming on information about their API integrations.  Additionally, you
can also integrate the two systems directly through SQL rather than Web
Services.  This solution is completely unsupported by Clarity, and there
was no extensive database documentation available for the Clarity database.
In the end, I would have to say that just buying the integrations from
Xinify and being done with it would have been a quicker and cheaper
solution in the long run rather than re-inventing the wheel.

(Embedded image moved to file: pic20600.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
 






   
 Christopher Smith 
 <[EMAIL PROTECTED] 
 .EDU>  To 
 Sent by: "Action  arslist@ARSLIST.ORG 
 Request System cc 
 discussion
 list(ARSList)"Subject 
 <[EMAIL PROTECTED] [ARSLIST] Remedy and Clarity?   
 ORG>  
   
   
 01/22/2008 09:26  
 AM
   
   
 Please respond to 
 [EMAIL PROTECTED] 
RG 
   
   




**
Hello,
I was wondering if any of you were using Remedy and Clarity.
If so do you have the two products integrated? What do you pass back and
forth? Incidents? Changes? Other?
We have both products and are looking to integrate them and are interested
in any information you would be willing to share. I am looking more for
lessons learned in the integration rather than the technology used to
integrate them.


Thanks,
Chris Smith __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
Answers Are" html___

==

Confidentiality Notice: The information contained in and transmitted 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.

==


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
<>

Re: Remedy Admin: ARERR 7017: Failed to initialize JRE and internal java module

[Rabi Tripathi]

Mohan, it appears you are talking about error in Mid-tier because of issues
with JRE/JDK on mid-tier server.

If you are, my issue is totally different because it's related to JRE/JDK on
my local PC on which I'm running Remedy Admin. Working with Web Services in
Remedy admin requires JRE/JDK on the same machine where you are running
Remedy Admin.

Please let me know if I misunderstood you.


Mohan Panchangmath wrote:
> 
> Rabi, we had another kind of midtier error while
> running JRE 1.6.x because tomcat was not able to
> detect the path. The error went away after JDK was
> installed.
> The compatibility matrix says to use JDK instead JRE.
> Why dont you give it a try by installing JDK 1.5.x or
> 1.6.x?
> 
> Thanks,
> Mohan
> 
> 
> 
> --- Rabi Tripathi <[EMAIL PROTECTED]> wrote:
> 
>> I've been asked to try JRE 1.5.x. 
>> 
>> I'm working on getting that to my PC (an involved
>> process), but in the mean
>> time does anybody have anything else I can try? I'm
>> not too sure JRE 1.5.x
>> will do the magic. 
>> 
>> Or, let me ask this: if you are able to
>> create/modify web services without
>> issue (ARS/Mid-tier/Remedy Admin 7.1), what
>> version(s) of JRE do you have?
>> 
>> This registry location should give you definitive
>> list of JREs/JDKs you
>> have:
>> 
>> HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Runtime
>> Environment
>> 
>> 
>> 
>> 
>> Rabi Tripathi wrote:
>> > 
>> > Hi guys,
>> > I'm getting this error, ARERR 7017, when saving a
>> new Web Service. It does
>> > save. On modifying it later, I get the same error.
>> 
>> > 
>> > I cann't see the WSDL for the web service in WSDL
>> tab. However, for old
>> > Web Services others created from other PCs I can
>> see the WSDL in WSDL tab.
>> > So, WSDL is/was never created for my new Web
>> Service. I do have the right
>> > mid-tier name and context path in WSDL tab.
>> > 
>> > Remedy Admin 7.1 patch 1
>> > Windows XP
>> > 
>> > Ok, it's a case of Remedy Admin not finding JRE,
>> but where is this guy
>> > looking, and thru what means??
>> > 
>> > I have this jre at this location:
>> > C:\Program Files\Java\j2re1.4.2_13
>> > 
>> > There was no Java related environmental variable
>> in windows, so I added
>> > JAVA_HOME=C:\Program Files\Java\j2re1.4.2_13
>> > 
>> > Still the same issue, even after I restart Remedy
>> Admin or my PC.
>> > 
>> > I added "C:\Program Files\Java\j2re1.4.2_13\bin"
>> to the end of PATH
>> > variable
>> > 
>> > ...it's still not happy. This one was tricky,
>> because I have no admin
>> > rights on my PC. I added a user environment
>> variable
>> > PATH=%PATH%;C:\Program Files\Java\j2re1.4.2_13\bin
>> > 
>> > Seems to produce the right PATH with "C:\Program
>> > Files\Java\j2re1.4.2_13\bin" at the end, when I
>> check in windows command
>> > line.
>> > 
>> > Others with the same JRE and looks like no extra
>> environmental variable
>> > (not even JAVA_HOME) are able to play with Web
>> Services fine in their PCs.
>> > 
>> > I thought of setting
>> > CLASSPATH
>> > ...but I am dangerously low on caffeine, so I need
>> to take a break.
>> > 
>> > What does the guy do after replenishing caffeine
>> level?
>> > 
>> > ps: 
>> > -can't search arslist.org. web filter here doesn't
>> like the ".exe" in the
>> > search URL. can't download any JRE from sun for
>> the same reason.
>> > -can't access any free mail, gmail, hotmail so
>> can't read/post on arslist
>> > 
>> > they're good at what they do. they try hard to
>> keep you on the line
>> > 
>> > if you're wondering what's this "nabble" thing
>> that's appended to this
>> > post, it's my hack...to be able to write this
>> message. i got to it by
>> > accident and it works for me.
>> > 
>> 
>> -- 
>> View this message in context:
>>
> http://www.nabble.com/Remedy-Admin%3A-ARERR-7017%3A-Failed-to-initialize-JRE-and-internal-java-module-tp14959361p15023052.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"
>> 
> 
> 
> 
>  
> 
> Be a better friend, newshound, and 
> know-it-all with Yahoo! Mobile.  Try it now. 
> http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ 
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> 
> 

-- 
View this message in context: 
http://www.nabble.com/Remedy-Admin%3A-ARERR-7017%3A-Failed-to-initialize-JRE-and-internal-java-module-tp14959361p15023990.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

___
UNSUBSCRIBE or access ARSl

Re: Terrible performance - 6 concurrent users

[Randy Simon]

Since you are using SQL 2000 you might want to use Perfmon through SQL
to capture queries to the DB lasting more than  X  seconds.

Run it for a few minutes and see what table/s are slow.

 

Run something like this to the trace file you set up with perfmon to
look at problems;

 Select * from TraceFile (nolock)

  Where Duration > 1

 

From here you can then look at indexing. Updating stats.

I suspect one or more of your queries are causing a table scan

 

Might also have some pushes that use the condition of "0=1", or "1=2",
you may want to change or remove these.

 

Hope some of this helps, I have lived through before.

 

 

Randy Simon

Remedy Admin

Online Resources Corporation

4795 Meadow Wood Lane

Suite 300

Chantilly, VA 20251

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Harry Pugh
Sent: Tuesday, January 22, 2008 12:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Terrible performance - 6 concurrent users

 

We've only been live for 3 weeks now and they've been complaining about
performance for the past 2 weeks - which is about when everyone started
really using the system. So there haven't been any major changes (no
patches, no big customizations). 

 

I'll check the network settings and ensure we are set to full duplex.
The DB has plenty of free space - I'll try running the profiler and
comparing that with what I'm seeing from the API+SQL ARS logs.

 

When I log in using the User Tool I also see pretty weak performance. We
are using the windows client, nobody is using the web client.

 

Thanks!

 

 

 

Mike Pugh

Software Engineer


13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com  

phone: (703) 968-5265
mobile: (203) 434-5082
[EMAIL PROTECTED]


"Contractor of the Year - 5th Annual Greater Washington Government
Contractor Awards"

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda
Sent: Tuesday, January 22, 2008 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Terrible performance - 6 concurrent users

 

** 

Can you execute the query that took the 25 seconds from the ARS Server
Machine? I assume you executed it on the SQL System...

 

Has it always been this way, or has something changed lately?

 

One thing to check is the Network connections/performance between the
SQL Server & ARS Server (I like iPerf.exe myself)

 

If you are running Gig-E, check that the NIC Cards are configured for
FULL Duplex, and the SWITCH is configured for FULL. (Do not allow AUTO
on any settings, as this has known isssues)

 

Check the database for enough "free space", SQL Server hangs when
expanding the data-files so to say.

 

However you are on the correct stance, API+SQL... From the database
standpoint you can always turn on Profiler, and record any query/update
which takes longer than 10 seconds to execute, etc. Then manual
compairson between API+SQL & Profiler... 

 

Lastly, if you remove console (or go to) the ARS Server, using User
Tool, do you see the same performance results? And are your users
utilizing the client or web??

 

Good luck

On Jan 22, 2008 8:42 AM, Harry Pugh <[EMAIL PROTECTED]>
wrote:

** 

Hi,

 

I'm running into some pretty bad performance problems with what should
be a pretty simple setup for Remedy and ITSM 7. Our help desk users are
experiencing delays of up to 30 seconds just when pulling up the
dropdowns for the Operational Categorizations. They're experiencing
delays from 45 seconds to a minute just to pull open an Incident form.
Saving an incident takes up to 20 seconds. We only have 6 concurrent
users out of a user base of 22. 

 

We're running ARServer 7.1 and ITSM 7.0.02 patch 6 on one server with
2xDual Core 2.66GHz Xeon processors, 3.5 GB RAM. The DB is running on
SQL Server 2000 on a separate box with a lot of RAM and RAID 5 storage.

 

The avg. cpu % on the ARServer is very low  (< 3%) and ARServer.exe is
taking up 673 MB of RAM, aremailid.exe is taking up close to 40MB of
RAM, and arplugin.exe is taking close to 28MB of RAM.

 

I turned on SQL and API logging and used the LogAnalyzer tool to run
through the SQL logs. I'm showing one query that one of my users
executed that took 26.358 seconds to complete - when I copy and paste
the SQL Command into SQL Server Management studio it executes and
returns the result immediately. There are also some queries run by the
Remedy Application Service that claim to take 300 seconds to execute -
again it returns immediately when I run the query on my own. So
something must be blocking these queries, but what? As far as Incident
is concerned, we're running a pretty out of the box setup for ITSM 7. 

 

The API log analysis looks pretty bad as well, I saw a lot of long
running commands:

* 20.85 seconds (executed by a user): +SE ARSetEntry - schema
HPD:Help Desk entryId INCxyz from Remedy User (protocol 13) at IP
address a

Re: R: Terrible performance - 6 concurrent users

[Rick Cook]

I have heard others say that using a RAID 5 array for your DB provides a
substantially diminished performance environment.  You should use RAID 0 or
0+1.  There is an increased risk to redundancy, but the performance is far
better.

Rick

On 1/22/08, gcorgnati <[EMAIL PROTECTED]> wrote:
>
> **
>
> Exactly same release, same situation !!. We have a server with 24 GB of
> memory an 16 CPU !!, but still we support only 50 User !!. We are going to
> investigate….
>
> Giancarlo Corgnati
>
> Devoteam Italy
>
>
>  --
>
> *Da:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *Per conto di *Harry Pugh
> *Inviato:* martedì 22 gennaio 2008 17.42
> *A:* arslist@ARSLIST.ORG
> *Oggetto:* Terrible performance - 6 concurrent users
>
>
>
> Hi,
>
>
>
> I'm running into some pretty bad performance problems with what should be
> a pretty simple setup for Remedy and ITSM 7. Our help desk users are
> experiencing delays of up to 30 seconds just when pulling up the dropdowns
> for the Operational Categorizations. They're experiencing delays from 45
> seconds to a minute just to pull open an Incident form. Saving an incident
> takes up to 20 seconds. We only have 6 concurrent users out of a user base
> of 22.
>
>
>
> We're running ARServer 7.1 and ITSM 7.0.02 patch 6 on one server with
> 2xDual Core 2.66GHz Xeon processors, 3.5 GB RAM. The DB is running on SQL
> Server 2000 on a separate box with a lot of RAM and RAID 5 storage.
>
>
>
> The avg. cpu % on the ARServer is very low  (< 3%) and ARServer.exe is
> taking up 673 MB of RAM, aremailid.exe is taking up close to 40MB of RAM,
> and arplugin.exe is taking close to 28MB of RAM.
>
>
>
> I turned on SQL and API logging and used the LogAnalyzer tool to run
> through the SQL logs. I'm showing one query that one of my users executed
> that took 26.358 seconds to complete – when I copy and paste the SQL
> Command into SQL Server Management studio it executes and returns the result
> immediately. There are also some queries run by the Remedy Application
> Service that claim to take 300 seconds to execute – again it returns
> immediately when I run the query on my own. So something must be blocking
> these queries, but what? As far as Incident is concerned, we're running a
> pretty out of the box setup for ITSM 7.
>
>
>
> The API log analysis looks pretty bad as well, I saw a lot of long running
> commands:
>
> ·   20.85 seconds (executed by a user): +SE ARSetEntry – schema
> HPD:Help Desk entryId INCxyz from Remedy User (protocol 13) at IP address
> a.b.c.d
>
> ·   300.45 seconds (executed by Remedy App Service): +GLEWF
> ARGetListEntryWithFields – schema
> BMC.CORE.CONFIG:BMC_CIToConfigBaseRelationship from Unidentified Client
> (protocol 12) at IP address
>
> ·   51.466 seconds (executed by a user): +SE ARSetEntry – schema
> HPD:Help Desk entryID ………
>
>
>
>
>
> As for our server queues, I'm using the following:
>
> ·   Alert Min 1 Max 5
>
> ·   Escalation Min 1 Max 20
>
> ·   Fast Min 5 Max 20
>
> ·Min 2 Max 15
>
> ·   List Min 15 Max 25
>
>
>
>
>
> Any ideas for how to troubleshoot this are greatly appreciated!!
>
>
>
> Thanks!
>
>
>
> [image: American Systems Logo]
>
> *Mike Pugh*
>
> *Software Engineer*
>
>
> 13990 Parkeast Circle
> Chantilly, VA 20151
> www.AmericanSystems.com 
>
> phone: (703) 968-5265
> mobile: (203) 434-5082
> [EMAIL PROTECTED]
>
> *
> "Contractor of the Year - 5th Annual Greater Washington Government
> Contractor Awards"*
>
> LEGAL DISCLAIMER: 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.
>
>
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>
> No virus found in this incoming message.
> Checked by AVG Free Edition.
> Version: 7.5.516 / Virus Database: 269.19.8/1236 - Release Date:
> 21/01/2008 20.23
>
>
> No virus found in this outgoing message.
> Checked by AVG Free Edition.
> Version: 7.5.516 / Virus Database: 269.19.8/1236 - Release Date:
> 21/01/2008 20.23
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Remedy Admin: ARERR 7017: Failed to initialize JRE and internal java module

[Mohan Panchangmath]

Rabi, we had another kind of midtier error while
running JRE 1.6.x because tomcat was not able to
detect the path. The error went away after JDK was
installed.
The compatibility matrix says to use JDK instead JRE.
Why dont you give it a try by installing JDK 1.5.x or
1.6.x?

Thanks,
Mohan



--- Rabi Tripathi <[EMAIL PROTECTED]> wrote:

> I've been asked to try JRE 1.5.x. 
> 
> I'm working on getting that to my PC (an involved
> process), but in the mean
> time does anybody have anything else I can try? I'm
> not too sure JRE 1.5.x
> will do the magic. 
> 
> Or, let me ask this: if you are able to
> create/modify web services without
> issue (ARS/Mid-tier/Remedy Admin 7.1), what
> version(s) of JRE do you have?
> 
> This registry location should give you definitive
> list of JREs/JDKs you
> have:
> 
> HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Runtime
> Environment
> 
> 
> 
> 
> Rabi Tripathi wrote:
> > 
> > Hi guys,
> > I'm getting this error, ARERR 7017, when saving a
> new Web Service. It does
> > save. On modifying it later, I get the same error.
> 
> > 
> > I cann't see the WSDL for the web service in WSDL
> tab. However, for old
> > Web Services others created from other PCs I can
> see the WSDL in WSDL tab.
> > So, WSDL is/was never created for my new Web
> Service. I do have the right
> > mid-tier name and context path in WSDL tab.
> > 
> > Remedy Admin 7.1 patch 1
> > Windows XP
> > 
> > Ok, it's a case of Remedy Admin not finding JRE,
> but where is this guy
> > looking, and thru what means??
> > 
> > I have this jre at this location:
> > C:\Program Files\Java\j2re1.4.2_13
> > 
> > There was no Java related environmental variable
> in windows, so I added
> > JAVA_HOME=C:\Program Files\Java\j2re1.4.2_13
> > 
> > Still the same issue, even after I restart Remedy
> Admin or my PC.
> > 
> > I added "C:\Program Files\Java\j2re1.4.2_13\bin"
> to the end of PATH
> > variable
> > 
> > ...it's still not happy. This one was tricky,
> because I have no admin
> > rights on my PC. I added a user environment
> variable
> > PATH=%PATH%;C:\Program Files\Java\j2re1.4.2_13\bin
> > 
> > Seems to produce the right PATH with "C:\Program
> > Files\Java\j2re1.4.2_13\bin" at the end, when I
> check in windows command
> > line.
> > 
> > Others with the same JRE and looks like no extra
> environmental variable
> > (not even JAVA_HOME) are able to play with Web
> Services fine in their PCs.
> > 
> > I thought of setting
> > CLASSPATH
> > ...but I am dangerously low on caffeine, so I need
> to take a break.
> > 
> > What does the guy do after replenishing caffeine
> level?
> > 
> > ps: 
> > -can't search arslist.org. web filter here doesn't
> like the ".exe" in the
> > search URL. can't download any JRE from sun for
> the same reason.
> > -can't access any free mail, gmail, hotmail so
> can't read/post on arslist
> > 
> > they're good at what they do. they try hard to
> keep you on the line
> > 
> > if you're wondering what's this "nabble" thing
> that's appended to this
> > post, it's my hack...to be able to write this
> message. i got to it by
> > accident and it works for me.
> > 
> 
> -- 
> View this message in context:
>
http://www.nabble.com/Remedy-Admin%3A-ARERR-7017%3A-Failed-to-initialize-JRE-and-internal-java-module-tp14959361p15023052.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"
> 



  

Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  
http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Terrible performance - 6 concurrent users

[David K Hill]

Is your database remote?  (Running on another server?).

If it is, make sure that you NIC Speed Settings are set to Full 100Mbs Duplex 
on both the NIC on the DB as well as the APP server.   The OS installs it as 
Auto-Detect and can incidently cause it to drop to poor connection speeds if 
it gel's a single bump in the connection from the switch.

I had this problem and as soon as it was set correctly.

Hope that helps.

David K Hill
Senior Remedy Systems Applications Engineer
Government Strategic Services - Application Solutions
verizon business
eMail:   [EMAIL PROTECTED]


From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Harry Pugh
Sent: Tuesday, January 22, 2008 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Terrible performance - 6 concurrent users

It is not.




Mike Pugh
Software Engineer

13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com
phone: (703) 968-5265
mobile: (203) 434-5082
[EMAIL PROTECTED]

"Contractor of the Year - 5th Annual Greater Washington Government Contractor 
Awards"
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ
Sent: Tuesday, January 22, 2008 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Terrible performance - 6 concurrent users

**
Never hurts to look at the obvious first.  Is your server running in 
Development Cache Mode?

Leonard



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"


smime.p7s
Description: S/MIME cryptographic signature

Re: Terrible performance - 6 concurrent users

[Harry Pugh]

It is not.

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ
Sent: Tuesday, January 22, 2008 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Terrible performance - 6 concurrent users

 

** 

Never hurts to look at the obvious first.  Is your server running in
Development Cache Mode?

 

Leonard

 



Mike Pugh
Software Engineer

AMERICAN SYSTEMS
13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com

phone: (703) 968-5265
mobile: (203) 434-5082
[EMAIL PROTECTED]

"Contractor of the Year - 5th Annual Greater Washington Government Contractor 
Awards"



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Harry Pugh
Sent: Tuesday, January 22, 2008 8:42 AM
To: arslist@ARSLIST.ORG
Subject: Terrible performance - 6 concurrent users

 

Hi,

 

I'm running into some pretty bad performance problems with what should
be a pretty simple setup for Remedy and ITSM 7. Our help desk users are
experiencing delays of up to 30 seconds just when pulling up the
dropdowns for the Operational Categorizations. They're experiencing
delays from 45 seconds to a minute just to pull open an Incident form.
Saving an incident takes up to 20 seconds. We only have 6 concurrent
users out of a user base of 22.

 

We're running ARServer 7.1 and ITSM 7.0.02 patch 6 on one server with
2xDual Core 2.66GHz Xeon processors, 3.5 GB RAM. The DB is running on
SQL Server 2000 on a separate box with a lot of RAM and RAID 5 storage.

 

The avg. cpu % on the ARServer is very low  (< 3%) and ARServer.exe is
taking up 673 MB of RAM, aremailid.exe is taking up close to 40MB of
RAM, and arplugin.exe is taking close to 28MB of RAM.

 

I turned on SQL and API logging and used the LogAnalyzer tool to run
through the SQL logs. I'm showing one query that one of my users
executed that took 26.358 seconds to complete - when I copy and paste
the SQL Command into SQL Server Management studio it executes and
returns the result immediately. There are also some queries run by the
Remedy Application Service that claim to take 300 seconds to execute -
again it returns immediately when I run the query on my own. So
something must be blocking these queries, but what? As far as Incident
is concerned, we're running a pretty out of the box setup for ITSM 7.

 

The API log analysis looks pretty bad as well, I saw a lot of long
running commands:

* 20.85 seconds (executed by a user): +SE ARSetEntry - schema
HPD:Help Desk entryId INCxyz from Remedy User (protocol 13) at IP
address a.b.c.d

* 300.45 seconds (executed by Remedy App Service): +GLEWF
ARGetListEntryWithFields - schema
BMC.CORE.CONFIG:BMC_CIToConfigBaseRelationship from Unidentified Client
(protocol 12) at IP address

* 51.466 seconds (executed by a user): +SE ARSetEntry - schema
HPD:Help Desk entryID .

 

 

As for our server queues, I'm using the following:

* Alert Min 1 Max 5

* Escalation Min 1 Max 20

* Fast Min 5 Max 20

*  Min 2 Max 15

* List Min 15 Max 25

 

 

Any ideas for how to troubleshoot this are greatly appreciated!!

 

Thanks!

 

 

Mike Pugh

Software Engineer


13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com  

phone: (703) 968-5265
mobile: (203) 434-5082
[EMAIL PROTECTED]


"Contractor of the Year - 5th Annual Greater Washington Government
Contractor Awards"

LEGAL DISCLAIMER: 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.

 

 

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
Answers Are" html___

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
<><>

Re: Terrible performance - 6 concurrent users

[Harry Pugh]

We've only been live for 3 weeks now and they've been complaining about
performance for the past 2 weeks - which is about when everyone started
really using the system. So there haven't been any major changes (no
patches, no big customizations). 

 

I'll check the network settings and ensure we are set to full duplex.
The DB has plenty of free space - I'll try running the profiler and
comparing that with what I'm seeing from the API+SQL ARS logs.

 

When I log in using the User Tool I also see pretty weak performance. We
are using the windows client, nobody is using the web client.

 

Thanks!

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda
Sent: Tuesday, January 22, 2008 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Terrible performance - 6 concurrent users

 

** 

Can you execute the query that took the 25 seconds from the ARS Server
Machine? I assume you executed it on the SQL System...

 

Has it always been this way, or has something changed lately?

 

One thing to check is the Network connections/performance between the
SQL Server & ARS Server (I like iPerf.exe myself)

 

If you are running Gig-E, check that the NIC Cards are configured for
FULL Duplex, and the SWITCH is configured for FULL. (Do not allow AUTO
on any settings, as this has known isssues)

 

Check the database for enough "free space", SQL Server hangs when
expanding the data-files so to say.

 

However you are on the correct stance, API+SQL... From the database
standpoint you can always turn on Profiler, and record any query/update
which takes longer than 10 seconds to execute, etc. Then manual
compairson between API+SQL & Profiler... 

 

Lastly, if you remove console (or go to) the ARS Server, using User
Tool, do you see the same performance results? And are your users
utilizing the client or web??

 

Good luck

On Jan 22, 2008 8:42 AM, Harry Pugh <[EMAIL PROTECTED]>
wrote:

** 

Hi,

 

I'm running into some pretty bad performance problems with what should
be a pretty simple setup for Remedy and ITSM 7. Our help desk users are
experiencing delays of up to 30 seconds just when pulling up the
dropdowns for the Operational Categorizations. They're experiencing
delays from 45 seconds to a minute just to pull open an Incident form.
Saving an incident takes up to 20 seconds. We only have 6 concurrent
users out of a user base of 22. 

 

We're running ARServer 7.1 and ITSM 7.0.02 patch 6 on one server with
2xDual Core 2.66GHz Xeon processors, 3.5 GB RAM. The DB is running on
SQL Server 2000 on a separate box with a lot of RAM and RAID 5 storage.

 

The avg. cpu % on the ARServer is very low  (< 3%) and ARServer.exe is
taking up 673 MB of RAM, aremailid.exe is taking up close to 40MB of
RAM, and arplugin.exe is taking close to 28MB of RAM.

 

I turned on SQL and API logging and used the LogAnalyzer tool to run
through the SQL logs. I'm showing one query that one of my users
executed that took 26.358 seconds to complete - when I copy and paste
the SQL Command into SQL Server Management studio it executes and
returns the result immediately. There are also some queries run by the
Remedy Application Service that claim to take 300 seconds to execute -
again it returns immediately when I run the query on my own. So
something must be blocking these queries, but what? As far as Incident
is concerned, we're running a pretty out of the box setup for ITSM 7. 

 

The API log analysis looks pretty bad as well, I saw a lot of long
running commands:

* 20.85 seconds (executed by a user): +SE ARSetEntry - schema
HPD:Help Desk entryId INCxyz from Remedy User (protocol 13) at IP
address a.b.c.d

* 300.45 seconds (executed by Remedy App Service): +GLEWF
ARGetListEntryWithFields - schema
BMC.CORE.CONFIG:BMC_CIToConfigBaseRelationship from Unidentified Client
(protocol 12) at IP address

* 51.466 seconds (executed by a user): +SE ARSetEntry - schema
HPD:Help Desk entryID .

 

 

As for our server queues, I'm using the following:

* Alert Min 1 Max 5

* Escalation Min 1 Max 20

* Fast Min 5 Max 20

*  Min 2 Max 15

* List Min 15 Max 25

 

 

Any ideas for how to troubleshoot this are greatly appreciated!!

 

Thanks!

 

Error! Filename not specified.

Mike Pugh

Software Engineer


13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com  

phone: (703) 968-5265
mobile: (203) 434-5082
[EMAIL PROTECTED]


"Contractor of the Year - 5th Annual Greater Washington Government
Contractor Awards"

LEGAL DISCLAIMER: 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. 



__Pla

R: Terrible performance - 6 concurrent users

[gcorgnati]

Exactly same release, same situation !!. We have a server with 24 GB of
memory an 16 CPU !!, but still we support only 50 User !!. We are going to
investigate….

Giancarlo Corgnati

Devoteam Italy

 

   _  

Da: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Per conto di Harry Pugh
Inviato: martedì 22 gennaio 2008 17.42
A: arslist@ARSLIST.ORG
Oggetto: Terrible performance - 6 concurrent users

 

Hi,

 

I’m running into some pretty bad performance problems with what should be a
pretty simple setup for Remedy and ITSM 7. Our help desk users are
experiencing delays of up to 30 seconds just when pulling up the dropdowns
for the Operational Categorizations. They’re experiencing delays from 45
seconds to a minute just to pull open an Incident form. Saving an incident
takes up to 20 seconds. We only have 6 concurrent users out of a user base
of 22.

 

We’re running ARServer 7.1 and ITSM 7.0.02 patch 6 on one server with 2xDual
Core 2.66GHz Xeon processors, 3.5 GB RAM. The DB is running on SQL Server
2000 on a separate box with a lot of RAM and RAID 5 storage.

 

The avg. cpu % on the ARServer is very low  (< 3%) and ARServer.exe is
taking up 673 MB of RAM, aremailid.exe is taking up close to 40MB of RAM,
and arplugin.exe is taking close to 28MB of RAM.

 

I turned on SQL and API logging and used the LogAnalyzer tool to run through
the SQL logs. I’m showing one query that one of my users executed that took
26.358 seconds to complete – when I copy and paste the SQL Command into SQL
Server Management studio it executes and returns the result immediately.
There are also some queries run by the Remedy Application Service that claim
to take 300 seconds to execute – again it returns immediately when I run the
query on my own. So something must be blocking these queries, but what? As
far as Incident is concerned, we’re running a pretty out of the box setup
for ITSM 7.

 

The API log analysis looks pretty bad as well, I saw a lot of long running
commands:

*   20.85 seconds (executed by a user): +SE ARSetEntry – schema HPD:Help
Desk entryId INCxyz from Remedy User (protocol 13) at IP address a.b.c.d

*   300.45 seconds (executed by Remedy App Service): +GLEWF
ARGetListEntryWithFields – schema
BMC.CORE.CONFIG:BMC_CIToConfigBaseRelationship from Unidentified Client
(protocol 12) at IP address

*   51.466 seconds (executed by a user): +SE ARSetEntry – schema
HPD:Help Desk entryID ………

 

 

As for our server queues, I’m using the following:

*   Alert Min 1 Max 5

*   Escalation Min 1 Max 20

*   Fast Min 5 Max 20

*Min 2 Max 15

*   List Min 15 Max 25

 

 

Any ideas for how to troubleshoot this are greatly appreciated!!

 

Thanks!

 


American Systems Logo

Mike Pugh

Software Engineer


13990 Parkeast Circle
Chantilly, VA 20151
HYPERLINK "http://www.americansystems.com/"www.AmericanSystems.com

phone: (703) 968-5265
mobile: (203) 434-5082
HYPERLINK
"mailto:[EMAIL PROTECTED]"[EMAIL PROTECTED]



"Contractor of the Year - 5th Annual Greater Washington Government
Contractor Awards"


LEGAL DISCLAIMER: 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.


 

 

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ 


No virus found in this incoming message.
Checked by AVG Free Edition.
Version: 7.5.516 / Virus Database: 269.19.8/1236 - Release Date: 21/01/2008
20.23



No virus found in this outgoing message.
Checked by AVG Free Edition. 
Version: 7.5.516 / Virus Database: 269.19.8/1236 - Release Date: 21/01/2008
20.23
 
  

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
<>

Re: Terrible performance - 6 concurrent users

[Leonard Neely - FOJ]

Never hurts to look at the obvious first.  Is your server running in
Development Cache Mode?

 

Leonard

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Harry Pugh
Sent: Tuesday, January 22, 2008 8:42 AM
To: arslist@ARSLIST.ORG
Subject: Terrible performance - 6 concurrent users

 

Hi,

 

I'm running into some pretty bad performance problems with what should be a
pretty simple setup for Remedy and ITSM 7. Our help desk users are
experiencing delays of up to 30 seconds just when pulling up the dropdowns
for the Operational Categorizations. They're experiencing delays from 45
seconds to a minute just to pull open an Incident form. Saving an incident
takes up to 20 seconds. We only have 6 concurrent users out of a user base
of 22.

 

We're running ARServer 7.1 and ITSM 7.0.02 patch 6 on one server with 2xDual
Core 2.66GHz Xeon processors, 3.5 GB RAM. The DB is running on SQL Server
2000 on a separate box with a lot of RAM and RAID 5 storage.

 

The avg. cpu % on the ARServer is very low  (< 3%) and ARServer.exe is
taking up 673 MB of RAM, aremailid.exe is taking up close to 40MB of RAM,
and arplugin.exe is taking close to 28MB of RAM.

 

I turned on SQL and API logging and used the LogAnalyzer tool to run through
the SQL logs. I'm showing one query that one of my users executed that took
26.358 seconds to complete - when I copy and paste the SQL Command into SQL
Server Management studio it executes and returns the result immediately.
There are also some queries run by the Remedy Application Service that claim
to take 300 seconds to execute - again it returns immediately when I run the
query on my own. So something must be blocking these queries, but what? As
far as Incident is concerned, we're running a pretty out of the box setup
for ITSM 7.

 

The API log analysis looks pretty bad as well, I saw a lot of long running
commands:

* 20.85 seconds (executed by a user): +SE ARSetEntry - schema
HPD:Help Desk entryId INCxyz from Remedy User (protocol 13) at IP address
a.b.c.d

* 300.45 seconds (executed by Remedy App Service): +GLEWF
ARGetListEntryWithFields - schema
BMC.CORE.CONFIG:BMC_CIToConfigBaseRelationship from Unidentified Client
(protocol 12) at IP address

* 51.466 seconds (executed by a user): +SE ARSetEntry - schema
HPD:Help Desk entryID ...

 

 

As for our server queues, I'm using the following:

* Alert Min 1 Max 5

* Escalation Min 1 Max 20

* Fast Min 5 Max 20

*  Min 2 Max 15

* List Min 15 Max 25

 

 

Any ideas for how to troubleshoot this are greatly appreciated!!

 

Thanks!

 


American Systems Logo

Mike Pugh

Software Engineer


13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com  

phone: (703) 968-5265
mobile: (203) 434-5082
[EMAIL PROTECTED]



"Contractor of the Year - 5th Annual Greater Washington Government
Contractor Awards"


LEGAL DISCLAIMER: 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.


 

 

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
<>

Re: Terrible performance - 6 concurrent users

[Robert Molenda]

Can you execute the query that took the 25 seconds from the ARS Server
Machine? I assume you executed it on the SQL System...

Has it always been this way, or has something changed lately?

One thing to check is the Network connections/performance between the SQL
Server & ARS Server (I like iPerf.exe myself)

If you are running Gig-E, check that the NIC Cards are configured for FULL
Duplex, and the SWITCH is configured for FULL. (Do not allow AUTO on any
settings, as this has known isssues)

Check the database for enough "free space", SQL Server hangs when expanding
the data-files so to say.

However you are on the correct stance, API+SQL... From the database
standpoint you can always turn on Profiler, and record any query/update
which takes longer than 10 seconds to execute, etc. Then manual compairson
between API+SQL & Profiler...

Lastly, if you remove console (or go to) the ARS Server, using User Tool, do
you see the same performance results? And are your users utilizing the
client or web??

Good luck

On Jan 22, 2008 8:42 AM, Harry Pugh <[EMAIL PROTECTED]> wrote:

> **
>
> Hi,
>
>
>
> I'm running into some pretty bad performance problems with what should be
> a pretty simple setup for Remedy and ITSM 7. Our help desk users are
> experiencing delays of up to 30 seconds just when pulling up the dropdowns
> for the Operational Categorizations. They're experiencing delays from 45
> seconds to a minute just to pull open an Incident form. Saving an incident
> takes up to 20 seconds. We only have 6 concurrent users out of a user base
> of 22.
>
>
>
> We're running ARServer 7.1 and ITSM 7.0.02 patch 6 on one server with
> 2xDual Core 2.66GHz Xeon processors, 3.5 GB RAM. The DB is running on SQL
> Server 2000 on a separate box with a lot of RAM and RAID 5 storage.
>
>
>
> The avg. cpu % on the ARServer is very low  (< 3%) and ARServer.exe is
> taking up 673 MB of RAM, aremailid.exe is taking up close to 40MB of RAM,
> and arplugin.exe is taking close to 28MB of RAM.
>
>
>
> I turned on SQL and API logging and used the LogAnalyzer tool to run
> through the SQL logs. I'm showing one query that one of my users executed
> that took 26.358 seconds to complete – when I copy and paste the SQL
> Command into SQL Server Management studio it executes and returns the result
> immediately. There are also some queries run by the Remedy Application
> Service that claim to take 300 seconds to execute – again it returns
> immediately when I run the query on my own. So something must be blocking
> these queries, but what? As far as Incident is concerned, we're running a
> pretty out of the box setup for ITSM 7.
>
>
>
> The API log analysis looks pretty bad as well, I saw a lot of long running
> commands:
>
> · 20.85 seconds (executed by a user): +SE ARSetEntry – schema
> HPD:Help Desk entryId INCxyz from Remedy User (protocol 13) at IP address
> a.b.c.d
>
> · 300.45 seconds (executed by Remedy App Service): +GLEWF
> ARGetListEntryWithFields – schema
> BMC.CORE.CONFIG:BMC_CIToConfigBaseRelationship from Unidentified Client
> (protocol 12) at IP address
>
> · 51.466 seconds (executed by a user): +SE ARSetEntry – schema
> HPD:Help Desk entryID ………
>
>
>
>
>
> As for our server queues, I'm using the following:
>
> · Alert Min 1 Max 5
>
> · Escalation Min 1 Max 20
>
> · Fast Min 5 Max 20
>
> ·  Min 2 Max 15
>
> · List Min 15 Max 25
>
>
>
>
>
> Any ideas for how to troubleshoot this are greatly appreciated!!
>
>
>
> Thanks!
>
>   [image: American Systems Logo]  Mike Pugh
> Software Engineer
>
> 13990 Parkeast Circle
> Chantilly, VA 20151
> www.AmericanSystems.com  phone: (703)
> 968-5265
> mobile: (203) 434-5082
> [EMAIL PROTECTED]
> "Contractor of the Year - 5th Annual Greater Washington Government
> Contractor Awards"
>LEGAL DISCLAIMER: 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.
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Remedy Admin: ARERR 7017: Failed to initialize JRE and internal java module

[Rabi Tripathi]

I've been asked to try JRE 1.5.x. 

I'm working on getting that to my PC (an involved process), but in the mean
time does anybody have anything else I can try? I'm not too sure JRE 1.5.x
will do the magic. 

Or, let me ask this: if you are able to create/modify web services without
issue (ARS/Mid-tier/Remedy Admin 7.1), what version(s) of JRE do you have?

This registry location should give you definitive list of JREs/JDKs you
have:

HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Runtime Environment




Rabi Tripathi wrote:
> 
> Hi guys,
> I'm getting this error, ARERR 7017, when saving a new Web Service. It does
> save. On modifying it later, I get the same error. 
> 
> I cann't see the WSDL for the web service in WSDL tab. However, for old
> Web Services others created from other PCs I can see the WSDL in WSDL tab.
> So, WSDL is/was never created for my new Web Service. I do have the right
> mid-tier name and context path in WSDL tab.
> 
> Remedy Admin 7.1 patch 1
> Windows XP
> 
> Ok, it's a case of Remedy Admin not finding JRE, but where is this guy
> looking, and thru what means??
> 
> I have this jre at this location:
> C:\Program Files\Java\j2re1.4.2_13
> 
> There was no Java related environmental variable in windows, so I added
> JAVA_HOME=C:\Program Files\Java\j2re1.4.2_13
> 
> Still the same issue, even after I restart Remedy Admin or my PC.
> 
> I added "C:\Program Files\Java\j2re1.4.2_13\bin" to the end of PATH
> variable
> 
> ...it's still not happy. This one was tricky, because I have no admin
> rights on my PC. I added a user environment variable
> PATH=%PATH%;C:\Program Files\Java\j2re1.4.2_13\bin
> 
> Seems to produce the right PATH with "C:\Program
> Files\Java\j2re1.4.2_13\bin" at the end, when I check in windows command
> line.
> 
> Others with the same JRE and looks like no extra environmental variable
> (not even JAVA_HOME) are able to play with Web Services fine in their PCs.
> 
> I thought of setting
> CLASSPATH
> ...but I am dangerously low on caffeine, so I need to take a break.
> 
> What does the guy do after replenishing caffeine level?
> 
> ps: 
> -can't search arslist.org. web filter here doesn't like the ".exe" in the
> search URL. can't download any JRE from sun for the same reason.
> -can't access any free mail, gmail, hotmail so can't read/post on arslist
> 
> they're good at what they do. they try hard to keep you on the line
> 
> if you're wondering what's this "nabble" thing that's appended to this
> post, it's my hack...to be able to write this message. i got to it by
> accident and it works for me.
> 

-- 
View this message in context: 
http://www.nabble.com/Remedy-Admin%3A-ARERR-7017%3A-Failed-to-initialize-JRE-and-internal-java-module-tp14959361p15023052.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"

Terrible performance - 6 concurrent users

[Harry Pugh]

Hi,

 

I'm running into some pretty bad performance problems with what should
be a pretty simple setup for Remedy and ITSM 7. Our help desk users are
experiencing delays of up to 30 seconds just when pulling up the
dropdowns for the Operational Categorizations. They're experiencing
delays from 45 seconds to a minute just to pull open an Incident form.
Saving an incident takes up to 20 seconds. We only have 6 concurrent
users out of a user base of 22.

 

We're running ARServer 7.1 and ITSM 7.0.02 patch 6 on one server with
2xDual Core 2.66GHz Xeon processors, 3.5 GB RAM. The DB is running on
SQL Server 2000 on a separate box with a lot of RAM and RAID 5 storage.

 

The avg. cpu % on the ARServer is very low  (< 3%) and ARServer.exe is
taking up 673 MB of RAM, aremailid.exe is taking up close to 40MB of
RAM, and arplugin.exe is taking close to 28MB of RAM.

 

I turned on SQL and API logging and used the LogAnalyzer tool to run
through the SQL logs. I'm showing one query that one of my users
executed that took 26.358 seconds to complete - when I copy and paste
the SQL Command into SQL Server Management studio it executes and
returns the result immediately. There are also some queries run by the
Remedy Application Service that claim to take 300 seconds to execute -
again it returns immediately when I run the query on my own. So
something must be blocking these queries, but what? As far as Incident
is concerned, we're running a pretty out of the box setup for ITSM 7.

 

The API log analysis looks pretty bad as well, I saw a lot of long
running commands:

* 20.85 seconds (executed by a user): +SE ARSetEntry - schema
HPD:Help Desk entryId INCxyz from Remedy User (protocol 13) at IP
address a.b.c.d

* 300.45 seconds (executed by Remedy App Service): +GLEWF
ARGetListEntryWithFields - schema
BMC.CORE.CONFIG:BMC_CIToConfigBaseRelationship from Unidentified Client
(protocol 12) at IP address

* 51.466 seconds (executed by a user): +SE ARSetEntry - schema
HPD:Help Desk entryID .

 

 

As for our server queues, I'm using the following:

* Alert Min 1 Max 5

* Escalation Min 1 Max 20

* Fast Min 5 Max 20

*  Min 2 Max 15

* List Min 15 Max 25

 

 

Any ideas for how to troubleshoot this are greatly appreciated!!

 

Thanks! 

Mike Pugh
Software Engineer

AMERICAN SYSTEMS
13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com

phone: (703) 968-5265
mobile: (203) 434-5082
[EMAIL PROTECTED]

"Contractor of the Year - 5th Annual Greater Washington Government Contractor 
Awards" 

--
LEGAL DISCLAIMER: 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.
--

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
<>

Re: Run Process in AL to execute a Perl script - Help!

[TL]

I got it to work. I was not returning a value, so the command @@:/usr/
local/lib/perl5/site_perl/5.8.7/Custom/alert.pl works.
Not $PROCESS$ @@:/usr/local/lib/perl5/site_perl/5.8.7/Custom/alert.pl

Thanks all.

On Jan 22, 9:41 am, John Sundberg <[EMAIL PROTECTED]>
wrote:
> $PROCESS$ @@:which perl > /tmp/remedy_which.txt
> Will tell you which perl it is trying to use -- if it can find one.
>
> Just a sidenote -- I would probably push a value to a form -- with a filter
> on it - to run the perl vs from an AL.
>
> -John
>
> On 1/22/08, Grooms, Frederick W <[EMAIL PROTECTED]> wrote:
>
>
>
>
>
>
>
> > And you Remedy server runs as root?
>
> > It still sounds like the perl binary is not found in your path for the
> > user that Remedy runs under (or it is lost from the path statement inside
> > the Remedy server.
>
> > Try listing the environment to a text file from inside your Remedy server
> > just to see the path and other variables.
>
> > $PROCESS$ @@:set > /tmp/remedy_env.txt
>
> > Fred
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] On Behalf Of TL
> > Sent: Tuesday, January 22, 2008 7:33 AM
> > To: [EMAIL PROTECTED]
> > Subject: Re: Run Process in AL to execute a Perl script - Help!
>
> > The script does work when run as root.
> > Permissions are -rwxr-xr-x so anyone can execute it.
> > I tried to call perl -v > outfile but I'm still "The system cannot find
> > the file specified."
>
> > I'm stumped.
> > Tom
>
> > On Jan 22, 3:14am, Misi Mladoniczky <[EMAIL PROTECTED]> wrote:
>
> > > Hi Tom,
>
> > > Does this work if you login to the server and execute the command from
> > > a shell using the same user that the ARSystem was installed as?
>
> > > Have you checked the permissions on the file?
>
> > > Have you checked the hash-bang at the first line of the script so that
> > > it points to the perl executable?
>
> > > Have you tried to call perl instead of the script?
> > > $PROCESS$ @@:/x/y/perl /x/y/alert.pl
>
> > > To quickly test various ways of calling the script, you can create a
> > > display-only-form with a command- and result-character field, and then
> > > have an active link that performs $PROCESS$ @@:$command$
>
> > > Best Regards - Misi, RRR AB,http://www.rrr.se
>
> > > > Hi all,
>
> > > > I'm trying to run a Perl script from an Active link. I'm firing the
> > > > AL on a CTI match. The Run Process action looks like this:
>
> > > > $PROCESS$ @@:/usr/local/lib/perl5/site_perl/5.8.7/Custom/alert.pl
>
> > > > No matter what I do, Remedy is giving me the following error:
>
> > > > "The system cannot find the file specified."
>
> > > > I have moved the script to various locations on the server including
> > > > the server directory for the AR System but Remedy still can't locate
> > > > the file. Do I need to set some environment variable in the ar.conf
> > > > to make this work?
>
> > > > Thank you,
>
> > > > Tom
>
> > > > ARS 6.3, ITSM 6.0 on RHEL 3
>
> > ___­
> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are"
>
> --
> John David Sundberg
> 235 East 6th Street, Suite 400B
> St. Paul, MN 55101
> (651) 556-0930-work
> (651) 247-6766-cell
> (651) 695-8577-fax
> [EMAIL PROTECTED]
>
> ___­
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are"- Hide 
> quoted text -
>
> - Show quoted text -

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Closing Incident from Requester Console

[Shashikant THAKUR]

Not sure if the question is well understood by me, but this is OTB feature
of Remedy.

Requester is provided with a field 'confirm resolution' and the 2 values it
carries are to 'reopen' the case and to 'close' the case. The 2 value chosen
in effect closes the ticket.

Am talking about 6.3

Rgds,
shashi 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Elinore AR
Sent: Tuesday, January 22, 2008 1:51 PM
To: arslist@ARSLIST.ORG
Subject: Closing Incident from Requester Console

Hi all!

I was wondering if anyone has ever done closing an incident from the
Requester Console? Can anyone share their experience? I know that from the
Requester  Console there is a Reopen and Cancel buttons  but no way to close
the incident from there without having to go to the Incident Management
Console and try to execute "Incident Closure"
quick actions or open the incident itself and close it from there.

Ideally I was wanting to bring the "Incident Closure" quick action to the
Requester Console but it wasn't as easy as I thought. So I wanted to ask
here if anyone else has successfully done something like this or if any of
you has other ideas on how to accomplish this.

TIA.

Elinore


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:
www.rmsportal.com ARSlist: "Where the Answers Are"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Remedy and Clarity?

[Christopher Smith]

Hello,
I was wondering if any of you were using Remedy and Clarity.
If so do you have the two products integrated? What do you pass back and 
forth? Incidents? Changes? Other?
We have both products and are looking to integrate them and are interested 
in any information you would be willing to share. I am looking more for 
lessons learned in the integration rather than the technology used to 
integrate them.


Thanks,
Chris Smith

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Application list order on 7.1 home page- found it

[Moore, Chris]

Ok, it's the label for the application.

 

For anyone else who is having this problem- on the applications object
list, right click the application and change the 'label' field.

Thanks,

Chris

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Tuesday, January 22, 2008 9:43 AM
To: arslist@ARSLIST.ORG
Subject: Application list order on 7.1 home page

 

Hey everyone- I'm still having a problem setting the application order
in the home page of 7.1.  I have the display order set the way I want,
but there is a header being pulled from somewhere I can't find and they
are in alphabetical order based on that- so it ignores the display
order.

 

How can I change that header?

 

Thanks!

Chris

 

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Application list order on 7.1 home page

[Moore, Chris]

Hey everyone- I'm still having a problem setting the application order
in the home page of 7.1.  I have the display order set the way I want,
but there is a header being pulled from somewhere I can't find and they
are in alphabetical order based on that- so it ignores the display
order.

 

How can I change that header?

 

Thanks!

Chris

 


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Closing Incident from Requester Console

[Lisa Westerfield]

Elinore,

My initial curiosity makes me ask:
- what audience do you want to quickly close incidents from here?
- why do you want them to have a quick link vs opening the incident and 
providing information before closing?  Considering that your support groups are 
already working on them.

Besides that... The purpose of the Requester Console is to provide a portal for 
guests, or essentially any person with less than basic Remedy access needs, so 
they may make requests for work.  The other consoles are more intended to 
interract with requests by providing many more options.

In addition, the Requester Console actually displays 'request' records which 
are related to incidents under the covers.  Those records are only related to 
other incidents or changes if there is a record number in the first column, 
otherwise it's still a request record with errors.

From my experience, I wouldn't expect that a quick close option would be as 
common from a console as the user should have to provide more information for 
resolving or closing, which would require an additional window pop or to open 
the record entirely.  As I said, "I wouldn't expect it", because I've never 
experienced a situation where requesters could influence a record once level 2 
has begun work on it, without more information. But then again, someone out 
there could be working differently.

Hope that is somewhat helpful.
-Lisa





- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Tue Jan 22 02:21:14 2008
Subject: Closing Incident from Requester Console

Hi all!

I was wondering if anyone has ever done closing an incident from the
Requester Console? Can anyone share their experience? I know that from
the Requester  Console there is a Reopen and Cancel buttons  but no
way to close the incident from there without having to go to the
Incident Management Console and try to execute "Incident Closure"
quick actions or open the incident itself and close it from there.

Ideally I was wanting to bring the "Incident Closure" quick action to
the Requester Console but it wasn't as easy as I thought. So I wanted
to ask here if anyone else has successfully done something like this
or if any of you has other ideas on how to accomplish this.

TIA.

Elinore

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Run Process in AL to execute a Perl script - Help!

[John Sundberg]

$PROCESS$ @@:which perl > /tmp/remedy_which.txt
Will tell you which perl it is trying to use -- if it can find one.

Just a sidenote -- I would probably push a value to a form -- with a filter
on it - to run the perl vs from an AL.



-John



On 1/22/08, Grooms, Frederick W <[EMAIL PROTECTED]> wrote:
>
> And you Remedy server runs as root?
>
> It still sounds like the perl binary is not found in your path for the
> user that Remedy runs under (or it is lost from the path statement inside
> the Remedy server.
>
> Try listing the environment to a text file from inside your Remedy server
> just to see the path and other variables.
>
> $PROCESS$ @@:set > /tmp/remedy_env.txt
>
> Fred
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] On Behalf Of TL
> Sent: Tuesday, January 22, 2008 7:33 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Run Process in AL to execute a Perl script - Help!
>
> The script does work when run as root.
> Permissions are -rwxr-xr-x so anyone can execute it.
> I tried to call perl -v > outfile but I'm still "The system cannot find
> the file specified."
>
> I'm stumped.
> Tom
>
> On Jan 22, 3:14am, Misi Mladoniczky <[EMAIL PROTECTED]> wrote:
> >
> > Hi Tom,
> >
> > Does this work if you login to the server and execute the command from
> > a shell using the same user that the ARSystem was installed as?
> >
> > Have you checked the permissions on the file?
> >
> > Have you checked the hash-bang at the first line of the script so that
> > it points to the perl executable?
> >
> > Have you tried to call perl instead of the script?
> > $PROCESS$ @@:/x/y/perl /x/y/alert.pl
> >
> > To quickly test various ways of calling the script, you can create a
> > display-only-form with a command- and result-character field, and then
> > have an active link that performs $PROCESS$ @@:$command$
> >
> > Best Regards - Misi, RRR AB,http://www.rrr.se
> >
> >
> > > Hi all,
> >
> > > I'm trying to run a Perl script from an Active link. I'm firing the
> > > AL on a CTI match. The Run Process action looks like this:
> >
> > > $PROCESS$ @@:/usr/local/lib/perl5/site_perl/5.8.7/Custom/alert.pl
> >
> > > No matter what I do, Remedy is giving me the following error:
> >
> > > "The system cannot find the file specified."
> >
> > > I have moved the script to various locations on the server including
> > > the server directory for the AR System but Remedy still can't locate
> > > the file. Do I need to set some environment variable in the ar.conf
> > > to make this work?
> >
> > > Thank you,
> >
> > > Tom
> >
> > > ARS 6.3, ITSM 6.0 on RHEL 3
> >
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>



-- 
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED]

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: PDF in Remedy

[Ramón Zaragoza García]

It has to convert a lot of types of files, like acrobat writer.
 
Thank you
 


De: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] En 
nombre de Luis Aparicio Gutierrez
Enviado el: martes, 22 de enero de 2008 12:20
Para: arslist@ARSLIST.ORG
Asunto: Re: PDF in Remedy
 
** 
Try this: http://www.verypdf.com/txt2pdf/index.htm  it's freeware, converts 
textfiles and has command line 

Saludos/Regards

Luis Aparicio Gutierrez
IBM Spain, ITS (Integrated Technology Services)
IT Specialist
ITIL Foundations Certified



Ramón Zaragoza García <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"  
22/01/2008 12:08 
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG 
cc
 
Subject
PDF in Remedy
 
 
 



** 
I want to convert a file in a pdf file with a button inside Remedy, I try to do 
it throw command line in ms-dos but the pdf file is created with nothing 
inside. I use: acrobat C:\text.txt > C:\text.pdf. 
  
Any ideas? 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 


Salvo indicado de otro modo más arriba / Unless stated otherwise above:
International Business Machines, S.A.
Santa Hortensia, 26-28, 28002 Madrid
Registro Mercantil de Madrid; Folio 1; Tomo 1525; Hoja M-28146
CIF A28-010791
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Run Process in AL to execute a Perl script - Help!

[Grooms, Frederick W]

And you Remedy server runs as root?

It still sounds like the perl binary is not found in your path for the user 
that Remedy runs under (or it is lost from the path statement inside the Remedy 
server.

Try listing the environment to a text file from inside your Remedy server just 
to see the path and other variables.

$PROCESS$ @@:set > /tmp/remedy_env.txt

Fred


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of TL
Sent: Tuesday, January 22, 2008 7:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Run Process in AL to execute a Perl script - Help!

The script does work when run as root.
Permissions are -rwxr-xr-x so anyone can execute it.
I tried to call perl -v > outfile but I'm still "The system cannot find the 
file specified."

I'm stumped.
Tom

On Jan 22, 3:14 am, Misi Mladoniczky <[EMAIL PROTECTED]> wrote:
>
> Hi Tom,
>
> Does this work if you login to the server and execute the command from 
> a shell using the same user that the ARSystem was installed as?
>
> Have you checked the permissions on the file?
>
> Have you checked the hash-bang at the first line of the script so that 
> it points to the perl executable?
>
> Have you tried to call perl instead of the script?
> $PROCESS$ @@:/x/y/perl /x/y/alert.pl
>
> To quickly test various ways of calling the script, you can create a 
> display-only-form with a command- and result-character field, and then 
> have an active link that performs $PROCESS$ @@:$command$
>
>         Best Regards - Misi, RRR AB,http://www.rrr.se
>
>
> > Hi all,
>
> > I'm trying to run a Perl script from an Active link. I'm firing the 
> > AL on a CTI match. The Run Process action looks like this:
>
> > $PROCESS$ @@:/usr/local/lib/perl5/site_perl/5.8.7/Custom/alert.pl
>
> > No matter what I do, Remedy is giving me the following error:
>
> > "The system cannot find the file specified."
>
> > I have moved the script to various locations on the server including 
> > the server directory for the AR System but Remedy still can't locate 
> > the file. Do I need to set some environment variable in the ar.conf 
> > to make this work?
>
> > Thank you,
>
> > Tom
>
> > ARS 6.3, ITSM 6.0 on RHEL 3
>

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Webservice connection error

[Frex Popo]

Hello everyone,
   
  We have a SAP XI which has a published web service which I am trying to 
connect to.
I managed to create a simple form and filter and load the WDSL file which 
someone kindly sent me. 
  The filter fires on a modify and I get an error "ARERR [9130] An exception 
occurred from the WebService class : (401)Unauthorized"
   
  I created a remedy account (according to the config guide page 217), which I 
am told should be used to authenticate when connecting to the remote 
webservice. 
  
I also added the account in the Mid-Tier config tool and left the password 
blank since the user is registered.
   
  Here is an extract from the Plugin log:
   
  CALL  ARFilterApiCall  -- filter API ARSYS.ARF.WEBSERVICE

.
.
. 
  

 

   
0004 
   
4  
  
SJC
  
0004 
 
MMA_PATRIM   
 

 
 
 

 About to invoke
 (401)Unauthorized
-CALL  FAIL
   
  Is this really an authentication problem or could be an issue with the 
mapping I am using??
At times remedy gives you errors which can mean all sort of things and you are 
left wondering!! :)
   
  Thanks
  frex,


 
-
 Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Run Process in AL to execute a Perl script - Help!

[TL]

The script does work when run as root.
Permissions are -rwxr-xr-x so anyone can execute it.
I tried to call perl -v > outfile but I'm still "The system cannot
find the file specified."

I'm stumped.
Tom

On Jan 22, 3:14 am, Misi Mladoniczky <[EMAIL PROTECTED]> wrote:
> Hi Tom,
>
> Does this work if you login to the server and execute the command from a
> shell using the same user that the ARSystem was installed as?
>
> Have you checked the permissions on the file?
>
> Have you checked the hash-bang at the first line of the script so that it
> points to the perl executable?
>
> Have you tried to call perl instead of the script?
> $PROCESS$ @@:/x/y/perl /x/y/alert.pl
>
> To quickly test various ways of calling the script, you can create a
> display-only-form with a command- and result-character field, and then
> have an active link that performs $PROCESS$ @@:$command$
>
>         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, athttp://rrr.se.
>
>
>
>
>
> > Hi all,
>
> > I'm trying to run a Perl script from an Active link. I'm firing the AL
> > on a CTI match. The Run Process action looks like this:
>
> > $PROCESS$ @@:/usr/local/lib/perl5/site_perl/5.8.7/Custom/alert.pl
>
> > No matter what I do, Remedy is giving me the following error:
>
> > "The system cannot find the file specified."
>
> > I have moved the script to various locations on the server including
> > the server directory for the AR System but Remedy still can't locate
> > the file. Do I need to set some environment variable in the ar.conf to
> > make this work?
>
> > Thank you,
>
> > Tom
>
> > ARS 6.3, ITSM 6.0 on RHEL 3
>
> > ___­
> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are"
>
> > --
> > This message was scanned by ESVA and is believed to be clean.
>
> ___­
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are"- Hide 
> quoted text -
>
> - Show quoted text -

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: ARS 7.1 / Java 1.6 supported or not?

[Michiel Beijen]

Just for your information, I've received Software Defect number
SW00285399 for this, and it is supposed to be addressed in the next
release (not patch, so it will be 7.5) of the Email Engine.

-- 
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl

On Jan 8, 2008 10:46 AM, Kern, Robert SBA <[EMAIL PROTECTED]> wrote:
> **
>
>
> Thanks for the info, Michiel.
>
> Currently setting up a new 7.1 system on Win 2k3, with JDK 6 Update 3.
>
> Going to look into the email functionality.
>
>
> Best greetings, Robert
>
>
>
> Mit den besten Gruessen/Best regards,
>
> Robert Kern
>
> VDO Automotive AG
> SV IO IT BO ST
> Sodener Strasse 9, 65824 Schwalbach, Germany
>
> Ein Unternehmen des Continental-Konzerns/A Company of the Continental 
> Corporation
>
> Telefon/Phone: +49 6196 87-2546
> Mobile: +49 170 8522-515
> Telefax: +49 6196 8779-2546
> E-Mail: [EMAIL PROTECTED]
> http://www.continental-corporation.com
> __
>
> VDO Automotive AG, Siemensstr. 12, 93055 Regensburg
> Postfach/Postbox 10 09 43, 93009 Regensburg
> Vorsitzender des Aufsichtsrats/Chairman of the Supervisory Board: Johannes 
> Suttmeyer
> Vorstand/Managing Board: Dr. Alan Hippe, Helmut Matschi
> Sitz der Gesellschaft/Registered office: Regensburg
> Registergericht/Commercial registry: Regensburg, HRB 10510
>
> __
>
> Proprietary and confidential. Distribution only by express authority of 
> Continental AG or its subsidiaries.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> PROTECTED] On Behalf Of Michiel Beijen
>
> Sent: Tuesday, January 08, 2008 10:32 AM
> To: arslist@ARSLIST.ORG
>
>
>
> Subject: Re: ARS 7.1 / Java 1.6 supported or not?
>
>
>
>
> The customer was running on Windows 2k3 and Sun Java 6.0.
>
> In my opinion, either the support matrix should be updated to indicate
> that only Sun Java 5.0 is supported or I should receive a software
> defect for this specific problem for the Email Engine 7.1 and JDK 6
> and then that issue can be addressed in a future patch or whatever.
>
> --
> Met vriendelijke groet / Kind regards
> Michiel Beijen
> __
> MANSOLUTIONS
> Energieweg 60-62
> 3771 NA Barneveld
> The Netherlands
> Tel. +31-(0)612968592
> Mail [EMAIL PROTECTED]
> Internet http://bsm.mansolutions.nl
>
>
> On Jan 7, 2008 8:49 PM, Easter, David <[EMAIL PROTECTED]> wrote:
> > You don't indicate what operating system you're running on, which may be
> > a factor in the support statement.
> >
> > Java 6.0 was just recently released for HP and IBM.  However, Sun Java
> > 6.0 was released prior to 7.1.00 and was tested.
> >
> > As indicated, BMC expects Sun (and other Java vendors) to provide
> > backwards compatibility in instances such as this, which is why the "and
> > higher" statement was made for Java support.  However, if during the
> > troubleshooting of issues it is confirmed that backwards compatibility
> > is not maintained, BMC may have to reverse the "and higher" statement.
> >
> > -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 Michiel Beijen
> > Sent: Monday, January 07, 2008 5:03 AM
> > To: arslist@ARSLIST.ORG
> > Subject: ARS 7.1 / Java 1.6 supported or not?
> >
> >
> > All,
> > I would like to hear your opinion on this;
> >
> > the Compatibility Matrix for Remedy 7.1, page 5  states:
> > "AR System (Server and Mid-Tier) 7.1.00 requires Java 5.0 and supports
> > that version or higher."
> >
> > See:
> > http://www.bmc.com/support/bmcremedycomp/AR_System_7_1_00_Compatibility_
> > Matrix_v1_0_2.pdf
> >
> > My client was running the Email Engine on Java 6.0 (1.6.03), which is
> > in my opinion "Java 5 or higher". They had issues when there were
> > foreign characters in incoming email messages, this would create error
> > messages like "java.io.UnsupportedEncodingException: iso-2022-jp" in
> > the Email Error Log form and create email messages with empty contents
> > in the Email Messages form.
> >
> > I resolved this by downgrading Java to 1.5.x and reinstalling the email
> > engine.
> >
> > Now BMC Support states "ARS 7.1 was released before release of Java
> > 1.6.So we have not tested ARS 7.1 with Java 1.6.So If you encounter a
> > problems with Java 1.6 

Re: Unable to send emails after Email Engine Upgrade from 6.3 to 7.1

[Rod Harris]

Hi Manu,
 
Follow the instructions in the administering the email engine guide on applying 
your "application service" password to the email engine. I found an easier way 
than that mentioned was to modify the emailstart.bat file and add the -p 
 option to the java command in the file. Run it once and this should 
fix your authentication problem.
 
Cheers,
 
Rod Harris



From: Action Request System discussion list(ARSList) on behalf of Manu Prasad
Sent: Tue 22/01/2008 7:58 PM
To: arslist@ARSLIST.ORG
Subject: Unable to send emails after Email Engine Upgrade from 6.3 to 7.1


** Hello,

We are facing some issues after upgrading Email Engine from 6.3 (patch 14) to 
7.1 (patch 1) on our test and dev instances. After upgrade, email engine is 
unable to send mail. Mails just remain in the queue with 'Send Message' status 
set as 'Yes'. 'AR System Email Error Logs' form and ' stderr.log' show the 
below mentioned error:

SEVERE: null 
javax.mail.AuthenticationFailedException
at javax.mail.Service.connect(Service.java:306)
at com.bmc.arsys.emaildaemon.SenderModule.openTransport (SenderModule.java:409)
at com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:188)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288)
at java.lang.Thread.run(Unknown Source)

Previously on 6.3 version we were able to send mails using the same email 
configuration (SMTP). The email server is a Linux box with Sendmail 8.13.1.

We tried the below mentioned troubleshooting steps as well: 
- Tried changing application password specified in server information and email 
engine. 
- The username and password used in email configuration can successfully send 
emails from outlook client.
- Tried using different users for sending mail in email configuration.
- Tried reinstalling Email Engine and AR Server. 
- Tried installing Email Engine on a separate box.
- Tried using different JDK versions 1.5 and 1.6 then reinstalled AR Server and 
Email Engine.

In addition, generated email debug log that showed email engine was able to 
connect to the mail server. Not sure, why the authentication fails with "535 
5.7.0 authentication failed" error. The error seems to be from mail server.

Please advice.

OS: Windows 2000 Server SP4
DB: MS SQL Server 2000
AR Server version: 7.1 Patch 1
Email Engine version: 7.1 Patch 1
Java: 1.5.0_12

Thanks,
Manu __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html___ 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: PDF in Remedy

[Luis Aparicio Gutierrez]

**
Try this: http://www.verypdf.com/txt2pdf/index.htm
 it's freeware, converts textfiles and has command line

Saludos/Regards

Luis Aparicio Gutierrez
IBM Spain, ITS (Integrated Technology Services)
IT Specialist
ITIL Foundations Certified






Ramón Zaragoza García <[EMAIL PROTECTED]>

Sent by: "Action Request System
discussion list(ARSList)" 
22/01/2008 12:08



Please respond to
arslist@ARSLIST.ORG





To
arslist@ARSLIST.ORG


cc



Subject
PDF in Remedy








** 
I want to convert a file in a pdf file with
a button inside Remedy, I try to do it throw command line in ms-dos but
the pdf file is created with nothing inside. I use: acrobat C:\text.txt
> C:\text.pdf.
 
Any ideas?
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where
the Answers Are" html___ 


Salvo indicado de otro modo más arriba / Unless stated otherwise above:
International Business Machines, S.A.
Santa Hortensia, 26-28, 28002 Madrid
Registro Mercantil de Madrid; Folio 1; Tomo 1525; Hoja M-28146
CIF A28-010791

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___

Unable to send emails after Email Engine Upgrade from 6.3 to 7.1

[Manu Prasad]

Hello,

We are facing some issues after upgrading Email Engine from 6.3 (patch 14)
to 7.1 (patch 1) on our test and dev instances. After upgrade, email engine
is unable to send mail. Mails just remain in the queue with 'Send Message'
status set as 'Yes'. 'AR System Email Error Logs' form and 'stderr.log' show
the below mentioned error:

SEVERE: null
javax.mail.AuthenticationFailedException
at javax.mail.Service.connect(Service.java:306)
at com.bmc.arsys.emaildaemon.SenderModule.openTransport(SenderModule.java
:409)
at com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:188)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288)
at java.lang.Thread.run(Unknown Source)

Previously on 6.3 version we were able to send mails using the same email
configuration (SMTP). The email server is a Linux box with Sendmail 8.13.1.

We tried the below mentioned troubleshooting steps as well:
- Tried changing application password specified in server information and
email engine.
- The username and password used in email configuration can successfully
send emails from outlook client.
- Tried using different users for sending mail in email configuration.
- Tried reinstalling Email Engine and AR Server.
- Tried installing Email Engine on a separate box.
- Tried using different JDK versions 1.5 and 1.6 then reinstalled AR Server
and Email Engine.

In addition, generated email debug log that showed email engine was able to
connect to the mail server. Not sure, why the authentication fails with "535
5.7.0 authentication failed" error. The error seems to be from mail server.

Please advice.

OS: Windows 2000 Server SP4
DB: MS SQL Server 2000
AR Server version: 7.1 Patch 1
Email Engine version: 7.1 Patch 1
Java: 1.5.0_12

Thanks,
Manu

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

PDF in Remedy

[Ramón Zaragoza García]

I want to convert a file in a pdf file with a button inside Remedy, I try to do 
it throw command line in ms-dos but the pdf file is created with nothing 
inside. I use: acrobat C:\text.txt > C:\text.pdf.
 
Any ideas?

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Closing Incident from Requester Console

[Elinore AR]

Hi all!

I was wondering if anyone has ever done closing an incident from the
Requester Console? Can anyone share their experience? I know that from
the Requester  Console there is a Reopen and Cancel buttons  but no
way to close the incident from there without having to go to the
Incident Management Console and try to execute "Incident Closure"
quick actions or open the incident itself and close it from there.

Ideally I was wanting to bring the "Incident Closure" quick action to
the Requester Console but it wasn't as easy as I thought. So I wanted
to ask here if anyone else has successfully done something like this
or if any of you has other ideas on how to accomplish this.

TIA.

Elinore

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Run Process in AL to execute a Perl script - Help!

[Misi Mladoniczky]

Hi Tom,

Does this work if you login to the server and execute the command from a
shell using the same user that the ARSystem was installed as?

Have you checked the permissions on the file?

Have you checked the hash-bang at the first line of the script so that it
points to the perl executable?

Have you tried to call perl instead of the script?
$PROCESS$ @@:/x/y/perl /x/y/alert.pl

To quickly test various ways of calling the script, you can create a
display-only-form with a command- and result-character field, and then
have an active link that performs $PROCESS$ @@:$command$

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.

> Hi all,
>
> I'm trying to run a Perl script from an Active link. I'm firing the AL
> on a CTI match. The Run Process action looks like this:
>
> $PROCESS$ @@:/usr/local/lib/perl5/site_perl/5.8.7/Custom/alert.pl
>
> No matter what I do, Remedy is giving me the following error:
>
> "The system cannot find the file specified."
>
> I have moved the script to various locations on the server including
> the server directory for the AR System but Remedy still can't locate
> the file. Do I need to set some environment variable in the ar.conf to
> make this work?
>
> Thank you,
>
> Tom
>
> ARS 6.3, ITSM 6.0 on RHEL 3
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>
> --
> This message was scanned by ESVA and is believed to be clean.
>

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"