Re: Permission problem with WebServices

[Ajit Patil]

Hello Joe,

I've taken care of all the things...but still it is not working...

Now I m creating one Java client let's see what happens...

Thanks n Regards,
Ajit

Joe D'Souza wrote:
> 
> Ajit,
> 
> Have you got "Allow any user to Submit" ticked in the Permissions tab of
> the
> field property?
> 
> Joe
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Ajit Patil
> Sent: Tuesday, February 12, 2008 1:56 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Permission problem with WebServices
> 
> 
> Hello,
> 
> I am working on the single form, no other form is using this data. 
> It gives the error when creating new request through SOAP UI.
> 
> It says something like "You do not have permission to this field  ID>".
> 
> But when I see the permissions for that field they are public...
> 
> I am using ARS 7.0.1, MS-SQL.
> 
> Is there any problem with SOAP-UI?
> 
> Thanks...
> 
> Ajit Patil wrote:
>> 
>> Hello All,
>> 
>> I've created a webservice...
>> 
>> It works fine when used with Filter...But it gives permission error when
>> using with any other consumer like SOAPUI...
>> 
>> I've given public permission to the WebService but still it gives the
>> same
>> error...
>> 
>> Anyone has the idea about this
>> 
>> Thanks in advance 
> 
> 
> 
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> 
> 

-- 
View this message in context: 
http://www.nabble.com/Permission-problem-with-WebServices-tp15405819p15429297.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Truncating a string value (UNCLASSIFIED)

[Drew Shuller]

Charlie, aren't you running this on fields in a View form? The data 
types may be giving you trouble. Copy whatever is in that field to a 
"real" character field, then run the functions.


Drew


On Tue, 12 Feb 2008, J.T. 
Shyman wrote:



That's amazing. Remedy appears to be replacing the integers in the
expression with their equivalents from the field. I'm not sure why it would
do that.

First things first, what action are you using (push or set fields) and on
what form and what field? I want to see if I can duplicate this behavior.

Second, have you tried "correcting" the expression and pasting it in instead
of the original one? Like so:

SUBSTR($MDA-Organization$, 0, STRSTR($MDA-Organization$,  "/") -1)

And see if the system replaces the 0 and 1 again. It probably will.

Something else to try might be to use a set fields action that performs this
text truncation task but to a temporary character field and then have the
next step set the value of the filed you want to set from the temporary
field. Does that make sense? Maybe something in the field you are trying to
set is doing this.

J.T. Shyman
Column Technologies


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Tuesday, February 12, 2008 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Hiya J.T.,


Whenever I add this:

SUBSTR($MDA-Organization$, 0, (STRSTR($MDA-Organization$,  "/")-1))

to the value field in my escalation, it is automatically changed when I hit
the Modify Action button. Here's what it changes to:

SUBSTR($MDA-Organization$, "Proposed", STRSTR($MDA-Organization$,  "/") -
"Enabled"))


As you can imagine, when the escalation runs, it's throwing errors whenever
it gets to that field...  any idea what's going on there?



Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center
Schriever AFB
Colorado Springs, CO
(719) 721-7470


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, February 12, 2008 7:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Whoops...small mistake.

It should be:

SUBSTR($field$,0,(STRSTR($field$,"/")-1)

Replace $field$ with whatever field you are truncating.

In short, this works like so:

SUBSTR returns a string made from the first argument starting at the
position of the second argument (0 is the first character) going to the
third argument. So, SUBSTR("Hello",0,1) would return He for example.

The STRSTR function finds the first occurrence of a character inside
another. In this case, find the / in the field. Example, STRSTR("Hello","l")
would return 2.

We use them together:

SUBSTR("Hello",0,(STRSTR("Hello","l")-1)

Would return:

He

Hope that helps!

J.T. Shyman
Column Technologies



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, February 12, 2008 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Try this:

SUBSTR($field$,1,(STRSTR($field$,"/")-1)

J.T. Shyman
Column Technologies



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Tuesday, February 12, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Truncating a string value (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Hi Everyone,

Here's a AR 7.0.01 Service Desk question:  I have a vendor form that I'm
using to populate my people records with, and I need to mine some data out
of one of the fields.  One of the fields is an Organization field that
contains an org's acronym (which can be anywhere from two to four characters
long).  The way things work, is that the people form has a drop-down list of
all the possible orgs' acronyms, and based on what's coming from the vendor
form, it syncs with one of the possible choices.  The problem is that I'm
seeing a handful of people who are members of multiple orgs.  When my
nightly escalation runs, it leaves the multiple-org peoples' org fields
blank because there's no matching org in the drop-down list.  Instead of
rethinking the entire escalation, is there a way to truncate the string
coming from the vendor form in such a way that I can grab just the first
org?  Here's how it looks when a person has mulitple orgs:

ICEI/DOCC/DOCO

The multiple orgs are delineated with forward slashes.  Is there a way to
sniff for the first forward slash, and then grab whatever came before it?
That way, I can simply populate the people record with their first org
acronym.


Thanks in advance!


Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center Schriever AFB Colorado
Springs, CO
(719) 721-7470

Classif

Re: Patch 006 Question.....

[Lammey, Peter A.]

Has anyone downloaded and installed the Remedy User client 7.01 patch
006 yet?
I just downloaded it today and then tried installing it but after the
install runs according to Help / About the version is 7.01 patch 002.
 
Ive uninstalled my old client at least twice, cleared out the entire
directory where the executables were and ran the install again but I
still get the same result.
Im wondering if it is just me or if others have found the same thing.
 


Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, February 12, 2008 7:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Patch 006 Question.


** 

Joe,

 

I think that is incorrect.

 

The latest patch for AR Server 7.0.1 is 006. The latest
patch for the ITSM suite is 7.0.2 is 006.

 

And there are differences in the Admin tool, and probably
the user tool too, from patch release to patch release. I'd recommend
using a matching version to your server.

 

J.T. Shyman 
Column Technologies 

  



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Tuesday, February 12, 2008 2:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Patch 006 Question.

 

The patch level of the User tool has very little to do with the upgrade
of a patch level of your ITSM application. And if you are using ARS
7.0.1, the user tool and the ARS Server is still on Patch 3.. If you are
on ARS 7.1, the latest patch is Patch 1.

 

Its only the ITSM applications 7.0 that have got 6 patches released till
date..

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Louis Cobuccio
Sent: Monday, February 11, 2008 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Patch 006 Question.

** 

Hey Gang,

 

I am about to install AR Server, Mid-Tier Server, Email Engine,
Flashboards, Approval Server and ITSM patch 006 of version 7.0.01, in
production.   Can my users still use patch 005 of the User Tool for a
bit or do I need to update them with patch 006 of the User Tool at the
same time I am patching my system?

 

Any help would be great.

 

Thank you,

Louis Cobuccio

Eaton Vance Management, Inc.

2 Oliver Street

Boston, MA. 02109

(d) 617.598.8822

(c) 617.429.1113

[EMAIL PROTECTED]  

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Answers Are" html___

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Re: Truncating a string value (UNCLASSIFIED)

[J.T. Shyman]

That's amazing. Remedy appears to be replacing the integers in the
expression with their equivalents from the field. I'm not sure why it would
do that.

First things first, what action are you using (push or set fields) and on
what form and what field? I want to see if I can duplicate this behavior.

Second, have you tried "correcting" the expression and pasting it in instead
of the original one? Like so: 

SUBSTR($MDA-Organization$, 0, STRSTR($MDA-Organization$,  "/") -1)

And see if the system replaces the 0 and 1 again. It probably will. 

Something else to try might be to use a set fields action that performs this
text truncation task but to a temporary character field and then have the
next step set the value of the filed you want to set from the temporary
field. Does that make sense? Maybe something in the field you are trying to
set is doing this.

J.T. Shyman
Column Technologies

 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Tuesday, February 12, 2008 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

Hiya J.T.,


Whenever I add this:

SUBSTR($MDA-Organization$, 0, (STRSTR($MDA-Organization$,  "/")-1))

to the value field in my escalation, it is automatically changed when I hit
the Modify Action button. Here's what it changes to:  

SUBSTR($MDA-Organization$, "Proposed", STRSTR($MDA-Organization$,  "/") -
"Enabled"))


As you can imagine, when the escalation runs, it's throwing errors whenever
it gets to that field...  any idea what's going on there?



Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center
Schriever AFB
Colorado Springs, CO
(719) 721-7470 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, February 12, 2008 7:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Whoops...small mistake.

It should be:

SUBSTR($field$,0,(STRSTR($field$,"/")-1)

Replace $field$ with whatever field you are truncating. 

In short, this works like so:

SUBSTR returns a string made from the first argument starting at the
position of the second argument (0 is the first character) going to the
third argument. So, SUBSTR("Hello",0,1) would return He for example.

The STRSTR function finds the first occurrence of a character inside
another. In this case, find the / in the field. Example, STRSTR("Hello","l")
would return 2.

We use them together:

SUBSTR("Hello",0,(STRSTR("Hello","l")-1)

Would return:

He

Hope that helps!

J.T. Shyman
Column Technologies

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, February 12, 2008 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Try this:

SUBSTR($field$,1,(STRSTR($field$,"/")-1)

J.T. Shyman
Column Technologies

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Tuesday, February 12, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Truncating a string value (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Hi Everyone,

Here's a AR 7.0.01 Service Desk question:  I have a vendor form that I'm
using to populate my people records with, and I need to mine some data out
of one of the fields.  One of the fields is an Organization field that
contains an org's acronym (which can be anywhere from two to four characters
long).  The way things work, is that the people form has a drop-down list of
all the possible orgs' acronyms, and based on what's coming from the vendor
form, it syncs with one of the possible choices.  The problem is that I'm
seeing a handful of people who are members of multiple orgs.  When my
nightly escalation runs, it leaves the multiple-org peoples' org fields
blank because there's no matching org in the drop-down list.  Instead of
rethinking the entire escalation, is there a way to truncate the string
coming from the vendor form in such a way that I can grab just the first
org?  Here's how it looks when a person has mulitple orgs:

ICEI/DOCC/DOCO

The multiple orgs are delineated with forward slashes.  Is there a way to
sniff for the first forward slash, and then grab whatever came before it?
That way, I can simply populate the people record with their first org
acronym.


Thanks in advance!


Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center Schriever AFB Colorado
Springs, CO
(719) 721-7470 

Classification:  UNCLASSIFIED
Caveats: NONE

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Spell Checker

[David Yearsley]

I have just started using a new spell checker that I really like. It is called 
tinyspell and comes in 2 versions free and pro. It is located at: 
http://tinyspell.m6.net/. I don't know if anyone is looking for this, but I 
know in the past there has been several discussions on this subject. The 
drawback is that it has to be loaded on each machine, but I have been impressed 
with its abilities so far.

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Re: Blank Plain Text Body on the incoming Email with HTML format

[Andrew Fremont]

Thank Mike,

Can you send me the patch 21 whenever you have a chance?

AF

On Feb 12, 2008 12:01 PM, Mike Wallick <[EMAIL PROTECTED]> wrote:

> I had a very similar issue with 6.3 patch 21 (I've since upgraded to 7.0.1
> ).
>
> My issue was that plain text emails with attachments had their bodies
> stripped once the email was submitted into the AR System Email
> Messages form. If I sent an HTML email from my gmail account (with an
> attachment), the html body field was populated in the AR System Email
> Messages form, but the plain text body was not. Also, with my gmail
> account, emails without attachments were processed correctly.
>
> I don't know if the fix has been rolled up into a newer patch for 6.3,
> but the workaround I used (was told to use by BMC, rather) was to
> replace the patch 21 emaildaemon.jar file with the patch 16
> emaildaemon.jar file (I went from patch 16 to 21). That fixed the
> problem temporarily. I was later provided a "special" patch 21
> emaildaemon.jar file, which functioned correctly.
>
> If you'd like I could probably dig up the special patch 21
> emaildaemon.jar file that was provided to me. I think I still have it
> somewhere.
>
> Mike
>
> On 2/12/08, Rick Cook <[EMAIL PROTECTED]> wrote:
> > ** Perhaps a setting on your mail server (or your Remedy email user)
> > changed, and bouncing the server caused that change to take effect.
> >
> > Rick
> >
> >
> > On Feb 12, 2008 11:14 AM, Andrew Fremont <[EMAIL PROTECTED]>
> wrote:
> >
> > > ** Hi All,
> > >
> > > Our AR Email engine worked fine for years on all types of email format
> as
> > such Plain Tex, HTML..., but  after recent rebooting the server, all of
> a
> > sudden the Plain Text Body field on the incoming AR System Email
> Messages is
> > empty... there are text on the HTML Body. I just wondering what went
> > wrong... There is no change in the email configurations.
> > >
> > > This issue only happen to the HTML format, there is no problem when
> the
> > incoming email in with the plain text.
> > >
> > > Any idea what could have caused this problem?
> > >
> > > AR Server/ Email Engine 6.3 with patch 20
> > > MS SQL 2000
> > >
> > > AF
> > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
> >
> >  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
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>

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Re: Email Engine not authenticating

[Mike Wallick]

Ah, then I think you're looking for the Application Service password
field on the Connection Settings tab of the Server Information dialog
in the admin tool.

Maybe?

Mike


On 2/12/08, Moore, Chris <[EMAIL PROTECTED]> wrote:
> Thanks Mike!  The problem is that we don't remember the Application
> Service password that it's looking for.  We need to re-set that, not the
> one we gave the email engine.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick
> Sent: Tuesday, February 12, 2008 3:26 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Email Engine not authenticating
>
> I set the mid-tier to be the same as the email engine, but they don't
> have to be the same.
>
> You can use this line as a batch file (or shell script) to reset the
> password in the emaildaemon.properties file:
>
> java -cp
> emaildaemon.jar;arapi70.jar;arutil70.jar;activation.jar;mail.jar;imap.ja
> r;smtp.jar;pop3.jar
> com.remedy.arsys.emaildaemon.EmailDaemon -s  -p  password you want>
>
> Oh, and run this from inside the email engine installation folder.
>
> Mike
>
> On 2/12/08, Moore, Chris <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> >
> > Hey everyone- I know this is an easy one but I can't remember how to
> change
> > it.  We apparently gave a bad password when installing the email
> engine when
> > it asked for the Application Service password.  No one seems to be
> sure what
> > it was either.
> >
> >
> >
> > Checking connection to server: dev001 ...
> >
> > ERROR (623): Authentication failed;
> >
> > ERROR (623): Authentication failed;
> >
> > at
> > com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown
> > Source)
> >
> > at
> > com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown
> > Source)
> >
> > at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown
> > Source)
> >
> > at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown
> > Source)
> >
> > at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown
> > Source)
> >
> > at
> > com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
> >
> > at
> >
> com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser(EmailUtil.java:45
> 8)
> >
> > at
> >
> com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:908)
> >
> > at
> >
> com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine(EmailDaemon.java
> :603)
> >
> > at
> > com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:313)
> >
> >
> >
> > Cannot connect.
> >
> > Feb 12, 2008 2:28:14 PM
> > com.bmc.arsys.emaildaemon.LoggingModule doWork
> >
> > SEVERE: Authentication failed
> >
> >
> >
> >
> >
> > How can I reset it?  I assume it's the same that the mid-tier uses?
> >
> >
> >
> > ARS 7.1
> >
> > Oracle 10g DB
> >
> > RHEL
> >
> >
> >
> > Thanks,
> >
> > Chris __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
> Answers Are"
> > html___
>
> 
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Re: Patch 006 Question.....

[Louis Cobuccio]

Peter,

 

I installed the User Tool patch 006 on our test system and when I go
into Help/About User Tool it shows as patch 6.  However, I did not
uninstall the previous version I just installed right over it.

 

Lou

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, February 12, 2008 2:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Patch 006 Question.

 

** Sometimes they forget to update the part of the executable that shows
the current version, causing it to display an incorrect value.  Add that
to the list of QA issues on patches.  I would check the registry to see
what the real version is.

Rick

On Feb 12, 2008 11:14 AM, Lammey, Peter A. <[EMAIL PROTECTED]>
wrote:

** 

Has anyone downloaded and installed the Remedy User client 7.01 patch
006 yet?

I just downloaded it today and then tried installing it but after the
install runs according to Help / About the version is 7.01 patch 002.

 

Ive uninstalled my old client at least twice, cleared out the entire
directory where the executables were and ran the install again but I
still get the same result.

Im wondering if it is just me or if others have found the same thing.

 

 

Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, February 12, 2008 7:00 AM


To: arslist@ARSLIST.ORG
Subject: Re: Patch 006 Question.

 

** 

Joe,

 

I think that is incorrect.

 

The latest patch for AR Server 7.0.1 is 006. The latest
patch for the ITSM suite is 7.0.2 is 006.

 

And there are differences in the Admin tool, and probably
the user tool too, from patch release to patch release. I'd recommend
using a matching version to your server.

 

J.T. Shyman 
Column Technologies 

  



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Tuesday, February 12, 2008 2:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Patch 006 Question.

 

The patch level of the User tool has very little to do with the upgrade
of a patch level of your ITSM application. And if you are using ARS
7.0.1, the user tool and the ARS Server is still on Patch 3.. If you are
on ARS 7.1, the latest patch is Patch 1.

 

Its only the ITSM applications 7.0 that have got 6 patches released till
date..

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Louis Cobuccio
Sent: Monday, February 11, 2008 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Patch 006 Question.

** 

Hey Gang,

 

I am about to install AR Server, Mid-Tier Server, Email Engine,
Flashboards, Approval Server and ITSM patch 006 of version 7.0.01, in
production.   Can my users still use patch 005 of the User Tool for a
bit or do I need to update them with patch 006 of the User Tool at the
same time I am patching my system?

 

Any help would be great.

 

Thank you,

Louis Cobuccio

Eaton Vance Management, Inc.

2 Oliver Street

Boston, MA. 02109

(d) 617.598.8822

(c) 617.429.1113

[EMAIL PROTECTED]  

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

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Re: Email Engine not authenticating

[Moore, Chris]

Thanks Mike!  The problem is that we don't remember the Application
Service password that it's looking for.  We need to re-set that, not the
one we gave the email engine.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick
Sent: Tuesday, February 12, 2008 3:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Engine not authenticating

I set the mid-tier to be the same as the email engine, but they don't
have to be the same.

You can use this line as a batch file (or shell script) to reset the
password in the emaildaemon.properties file:

java -cp
emaildaemon.jar;arapi70.jar;arutil70.jar;activation.jar;mail.jar;imap.ja
r;smtp.jar;pop3.jar
com.remedy.arsys.emaildaemon.EmailDaemon -s  -p 

Oh, and run this from inside the email engine installation folder.

Mike

On 2/12/08, Moore, Chris <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Hey everyone- I know this is an easy one but I can't remember how to
change
> it.  We apparently gave a bad password when installing the email
engine when
> it asked for the Application Service password.  No one seems to be
sure what
> it was either.
>
>
>
> Checking connection to server: dev001 ...
>
> ERROR (623): Authentication failed;
>
> ERROR (623): Authentication failed;
>
> at
> com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown
> Source)
>
> at
> com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown
> Source)
>
> at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown
> Source)
>
> at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown
> Source)
>
> at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown
> Source)
>
> at
> com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
>
> at
>
com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser(EmailUtil.java:45
8)
>
> at
>
com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:908)
>
> at
>
com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine(EmailDaemon.java
:603)
>
> at
> com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:313)
>
>
>
> Cannot connect.
>
> Feb 12, 2008 2:28:14 PM
> com.bmc.arsys.emaildaemon.LoggingModule doWork
>
> SEVERE: Authentication failed
>
>
>
>
>
> How can I reset it?  I assume it's the same that the mid-tier uses?
>
>
>
> ARS 7.1
>
> Oracle 10g DB
>
> RHEL
>
>
>
> Thanks,
>
> Chris __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
Answers Are"
> html___


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Re: Email Engine not authenticating (U)

[Hennigan, Sandra H CTR OSD-CIO]

UNCLASSIFIED

If you are running the Email Engine on Windows, log on to the server

Right mouse click "My Computer"
Left mouse click "Manage"

Expand Services and Applications
Select Services

Locate the "Remedy Email Engine" service

Double mouse click to open the service

Click the "Log On" page
Type the correct password
Click OK to close dialog

Restart the "Remedy Email Engine" service

Sandra Hennigan
Remedy Administrator


Apparently, there is nothing that cannot happen today.  Mark Twain

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Tuesday, February 12, 2008 3:15 PM
To: arslist@ARSLIST.ORG
Subject: Email Engine not authenticating


** 

Hey everyone- I know this is an easy one but I can't remember how to
change it.  We apparently gave a bad password when installing the email
engine when it asked for the Application Service password.  No one seems
to be sure what it was either.

 

Checking connection to server: dev001 ...

ERROR (623): Authentication failed;

ERROR (623): Authentication failed;

at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source)

at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source)

at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source)

at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown Source)

at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown Source)

at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)

at
com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser(EmailUtil.java:45
8)

at
com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:908)

at
com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine(EmailDaemon.java
:603)

at
com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:313)

 

Cannot connect.

Feb 12, 2008 2:28:14 PM com.bmc.arsys.emaildaemon.LoggingModule doWork

SEVERE: Authentication failed

 

 

How can I reset it?  I assume it's the same that the mid-tier uses?

 

ARS 7.1

Oracle 10g DB

RHEL

 

Thanks,

Chris

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Re: Automating reports (U)

[Jason Miller]

I have used older versions of Crystal Reports Distributor (CRD).  I really
liked it... It some funky problems but from what I understand it was
completely re-written and that fixed a lot of the "special features" (it
didn't like being used through remote desktop).

CRD does appear to have more features and flexibility than CR Server 11.
With CR 11 we recently ran into an issue where I don't want a blank report
to be email out if there are no matches and I didn't find an easy way to
configure this.  We are looking into a work around that will put a file in a
directory and once that file is created (the event) it will kick off the
report.  We may end up created a Windows scheduled task and a script to do
an SQL query and create a file if any records are returned, which would then
trigger the report to be run and sent (guess I could do a runmacro.exe call
too).  I really don't like having to do this external process just to
suppress a blank report.


CRexporter is also a free tool that I have used.
http://www.rainforestnet.com/crexport-download.htm

We just used a scheduled task that ran a batch file.  I haven't used it for
mass reporting but know of some places that do use it for large amount of
month end reports.  Unfortunately using these external processes (CR 11 and
CRexporter) to run report forces us to hard code credentials in the batch
files (or we could use escalations which would help some).

Jason

On Wed, Feb 6, 2008 at 3:26 PM, patrick zandi <[EMAIL PROTECTED]> wrote:

> **
> Consider the following as well in your CR Decisions..
>
> http://www.recrystallize.com/
>
> Also the following:
> http://www.sharewareconnection.com/crystal-reports-distributor.htm
>
> and
>
> http://www.christiansteven.com/main/crystal/crystal-destinations.htm?type=GoogleAdWordsSearch&gclid=CKXZwvnasJECFRGCGgodP27rfQ
>
>
> Never tested never tried.. but look promising..
>
> On Feb 6, 2008 4:44 PM, Hennigan, Sandra H CTR OSD-CIO <
> [EMAIL PROTECTED]> wrote:
>
> > UNCLASSIFIED
> >
> > This was first sent out in September 2007 but didn't generate many
> > responses.
> >
> > Unlike Howard Richter, the original sender, we are using:
> > Windows Server 2003
> > MS SQL 2000
> > ASR 6.3 patch 21
> > Help Desk 5.5
> >
> > I have Crystal Reports version 8.5, 9.0 and 10 at my disposal.
> >
> > Managers here have a daily Crystal Report report that runs from a link -
> > works great, managers like.  BUT
> >
> > Instead of having to use the link, managers would like the report
> > emailed
> > to them as they are not always in office with Remedy access.
> >
> > They want this process automated, with the Crystal Report report saved
> > as
> > a PDF attached to an email, sent by 0500 daily, Monday thru Friday.
> >
> >
> > Any ideas on how I can generate and attach the report?
> >
> > Any assistance would be greatly appreciated.
> >
> > Sandra Hennigan
> >
> > Remedy Administrator
> > Office # 703-602-2525 x251
> >
> > Apparently, there is nothing that cannot happen today.  Mark Twain
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
> > Sent: Thursday, September 13, 2007 5:14 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Automating reports
> >
> > **
> >
> > Has anyone seen a product or know of a way to automate reports from
> > Remedy
> > (we are using ServiceDesk 7).
> >
> > I would even look at creating an escalation, but trying to use out of
> > box.
> >
> > Thanks to all,
> > --
> > Howard Richter
> >
> > Remedy ServiceDesk Manager
> > CedarCrestone Managed Services Center
> > [EMAIL PROTECTED]
> >
> > __20060125___This posting was submitted with HTML in
> > it___
> >
> >
> >
> > ___
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> >
>
>
>
> --
> Patrick Zandi
>
> Dev Technology Group -->  www.devtechnology.com
> Exceeding your Expectations ! __Platinum Sponsor: www.rmsportal.comARSlist: 
> "Where the Answers Are" html___

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Re: Spell Checker

[Susan Palmer]

That sounds interesting.  Thanks for the info, I'll be checking it out!

Susan

On Feb 12, 2008 2:10 PM, David Yearsley <[EMAIL PROTECTED]> wrote:

> ** It is always on and there in no need to integrate. Any time you are
> typing it is checking. It works with IM, Remedy any program. Once it is on
> you just type. It will work for programmers when they are typing error
> messages or nots in filters or active links. It is an all around spell
> checker. It sits in the tray and it appears you can disable the checking. It
> also checks anything you copy to the clipboard.
>
> >>> Susan Palmer <[EMAIL PROTECTED]> Feb 12, 2008 12:50 PM >>>
> **
>  Hi David,
>
> How does it integrate with an ars form?  Is there some connection that
> activates the spell checking?
>
> Thanks,
> Susan
>
> On Feb 12, 2008 1:00 PM, David Yearsley <[EMAIL PROTECTED]> wrote:
>
> > ** I have just started using a new spell checker that I really like. It
> > is called tinyspell and comes in 2 versions free and pro. It is located at:
> > http://tinyspell.m6.net/. I don't know if anyone is looking for this,
> > but I know in the past there has been several discussions on this subject.
> > The drawback is that it has to be loaded on each machine, but I have been
> > impressed with its abilities so far.
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
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> html___
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Re: OT: Gmail - some ARS List mails are listed as Spam

[Rick Cook]

I see the same thing - it's random, and only happens to a tiny percentage of
list email.  My "solution" right now is to periodically log in to the web
client, so that I can see what's been erroneously defined as spam.

Rick

On Feb 12, 2008 1:14 PM, Robert Molenda <[EMAIL PROTECTED]> wrote:

> ** Well, I posted a reply to another thread, saying that "hey I might also
> be missing emails", and well, actually took the time to look through my tons
> of GMAIL Spam, and noticed that over the last month there were a handful
> (like 10) emails that were flagged as SPAM...
>
> So, it had my ARS_List "label" applied to it, but was not visible in the
> ARS_List 'label', but only viewable in SPAM... (aarruugghh..)
>
> Anyone else on GMAIL, and have this issue, if so, how did you get around
> it?
>
> Just something I noticed, and well, is frustrating.
>
> Thanks
>
> Robert Molenda
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Job Opportunity for Remedy Developer - Olympia, WA area (FT, Permanent)

[Julie Parkin]

Unfortunately, it's a state government job and there is no leeway beyond
the given salary range.

 

Julie Parkin

CITE Developer/System Admin

360-705-5166/Micro 13 X174



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore
Sent: Tuesday, February 12, 2008 12:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Job Opportunity for Remedy Developer - Olympia, WA area
(FT, Permanent)

 

** 

Julie,

 

I'd be interested in discussing this position, but the pay grade is a
bit low.  Do you know if that is negotiable?

 

Warren

 

On 2/12/08, Julie Parkin <[EMAIL PROTECTED]> wrote: 

** 

Washington State Patrol has a full time, permanent position open for a
Remedy Developer.

 

Position involves design/development and maintenance of custom Remedy
applications and Crystal Reports.

 

For details go to careers.wa.gov  

Requisition Title: Information Technology Specialist 4 - Remedy with WSP
(NB9341)

When searching use * NB9341*

 

Julie Parkin

CITE Developer/System Admin

360-705-5166/Micro 13 X174

 

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-- 
Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101

The opinions expressed in this e-mail are in no way those of the
University of Washington, or the State of Washington.  They are my own.
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Re: Java 7.1 Form Information

[LJ Longwing]

I did it in XMLI wouldn't dream of trying to understand the constructs
in a def file...:)  I think I've learned more from the list than I'll ever
be able to pay back...but I'm sure trying as of late...:) 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Tuesday, February 12, 2008 11:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: Java 7.1 Form Information

LJ,

I am glad you were able to figure it out. (And shared your findings with the
rest of the class. :) It really helps me when I can keep a post like this
for later reference "just in case". I think it also should help BMC to
"understand what the customers do not understand"
too.)


I generally find that when the vendor supplied docs are not clear enough...
I have to count on the system to "do the right thing".

However, every once in a while, you also get statements like.. "Well the
docs were right, then we changed the system but did not update the docs. So
the Docs now have a "BUG" and the actual behavior of the system is what is
"right".

Or you get the inverse of that too..." The docs were right [but you just did
not understand them] and what the system was actually doing was the "BUG"
and we fixed that without telling anyone." ( Every have a patch change the
existing functionality without a word of explanation in the release notes,
and be told it is "as designed"?)


But for me the bottom line is what the system is doing right now. And asking
the system should be the definitive answer on all matters as far as I can
tell. ( The designer/docs/support people can always be wrong, but what is
happening is defined by the software I am running and that is what matters
the most at any given point in time.)

FWIW: I often find the XML form of the objects defs easier to follow.
:) Sorry, I meant to say that before.

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

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



On Feb 12, 2008 11:43 AM, LJ Longwing <[EMAIL PROTECTED]> wrote:
> Wow...that's a bit of screwed up way of doing itbut I guess it'll
work.
> Here is how it works.
>
> There is an 'Enabled' flag for both Audit and Archive.  If Enabled, 
> the form is Auditing/Archiving respectively.  If however the 
> Audit/Archive is disabled, you then need to check the Audit Style and 
> see if it's set...if so then you know that the form is being used as 
> an Audit form.  If Archiving is disabled and there is a value in the 
> 'fromForm' attribute, then this is an Archive form, wowthank you 
> for the suggestion on how to troubleshoot this as I've been beating 
> myself up trying to figure this one outI now know how to code the
display of this particular information.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Tuesday, February 12, 2008 8:40 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Java 7.1 Form Information
>
>
> LJ.
>
> I have not gone looking for these specific bits... but..
>
> In general... when trying to understand ARS API/objects I have found 
> it very valuable to export the objects in question and look at the output
def file.
> for differences.
>
> For example... export a def file of a form before you make it another 
> forms "Audit" form. Then grab another export after you made that 
> change. The differences should stand out and help you figure out what 
> part of the object properties changed so that you can then try to find 
> the right C API stuff that match to those differences.
>
> Hopefully that approrach will help you find what your looking for.
>
> ( Note: It is possible that those "bits" only live in the ARS server 
> and not in the object def's themselves. The server might determine 
> those things are startup and never write them down, or expose it's 
> opinion of those objects to the API layer that we know. But I doubt 
> that is a likely condition. )
>
> Good luck.
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
>
> On Feb 12, 2008 10:12 AM, LJ Longwing <[EMAIL PROTECTED]> wrote:
> > Right...I am using those two properly to tell me which form is being 
> > used for Audit/Archive, what I'm looking for however is to find out 
> > how to tell that 'THIS' form is an Audit/Archive form.
>
> 
>
> > On Di, Februar 12, 2008 04:29, LJ Longwing wrote:
> > > I'm trying to get information out of the API and I'm once again 
> > > lost...I was hoping someone could help me.  I'm trying to find 
> > > where 'Audit' and 'Archive' type is stored.  When I use the 
> > > .getFormType() method on the Form object I get 1 which equates to 
> > > 'Regular', which is of course accurate because 

Re: Gmail - some ARS List mails are listed as Spam

[LJ Longwing]

I've seen that...and I just mark each one as 'not spam' which puts them in
my archived folder, I try that just to help their spam filter better
understand what is spam and what isn't.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda
Sent: Tuesday, February 12, 2008 2:14 PM
To: arslist@ARSLIST.ORG
Subject: OT: Gmail - some ARS List mails are listed as Spam


** 
Well, I posted a reply to another thread, saying that "hey I might also be
missing emails", and well, actually took the time to look through my tons of
GMAIL Spam, and noticed that over the last month there were a handful (like
10) emails that were flagged as SPAM...
 
So, it had my ARS_List "label" applied to it, but was not visible in the
ARS_List 'label', but only viewable in SPAM... (aarruugghh..)
 
Anyone else on GMAIL, and have this issue, if so, how did you get around it?
 
Just something I noticed, and well, is frustrating.
 
Thanks
 
Robert Molenda
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Re: OT: Gmail - some ARS List mails are listed as Spam

[patrick zandi]

I just put in recommendation for Gmail
This morning prior to this happening..

What I requested was that the FILTER's  would have the capability for
Color's (let say 8 or 9)
so then the Filter name arslist would be in BLUE and the next Filter Work
could be in Orange.
now I know you can mark them Filter wise for the STAR but I want to Clearly
see more than 3 area's.
Then when you look at the spam list.. Bang.. There it is.. Except for Star.

Maybe you would like to see this as well.. now is your opportunity to imput
to one of the Greatest Email
Servers ( IMHO) in the World !

Have a Great day...
Oh, And if you are in the NE to include the DC area.. Watchout out there..
Driving is bad with all that ICE on the streets..



On 2/12/08, Axton <[EMAIL PROTECTED]> wrote:
>
> ** It's getting better, but it's not perfect:
>
> http://mail.google.com/mail/help/fightspam/spamexplained.html
>
> The best thing you can do is mark emails flagged as spam as not spam, and
> mark spam as spam.  They seem to use this to feed what they flag.
>
> Axton Grams
>
> On Feb 12, 2008 4:14 PM, Robert Molenda <[EMAIL PROTECTED]> wrote:
>
> > ** Well, I posted a reply to another thread, saying that "hey I might
> > also be missing emails", and well, actually took the time to look through my
> > tons of GMAIL Spam, and noticed that over the last month there were a
> > handful (like 10) emails that were flagged as SPAM...
> >
> > So, it had my ARS_List "label" applied to it, but was not visible in the
> > ARS_List 'label', but only viewable in SPAM... (aarruugghh..)
> >
> > Anyone else on GMAIL, and have this issue, if so, how did you get around
> > it?
> >
> > Just something I noticed, and well, is frustrating.
> >
> > Thanks
> >
> > Robert Molenda
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
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> html___

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Re: OT: Gmail - some ARS List mails are listed as Spam

[Axton]

It's getting better, but it's not perfect:

http://mail.google.com/mail/help/fightspam/spamexplained.html

The best thing you can do is mark emails flagged as spam as not spam, and
mark spam as spam.  They seem to use this to feed what they flag.

Axton Grams

On Feb 12, 2008 4:14 PM, Robert Molenda <[EMAIL PROTECTED]> wrote:

> ** Well, I posted a reply to another thread, saying that "hey I might also
> be missing emails", and well, actually took the time to look through my tons
> of GMAIL Spam, and noticed that over the last month there were a handful
> (like 10) emails that were flagged as SPAM...
>
> So, it had my ARS_List "label" applied to it, but was not visible in the
> ARS_List 'label', but only viewable in SPAM... (aarruugghh..)
>
> Anyone else on GMAIL, and have this issue, if so, how did you get around
> it?
>
> Just something I noticed, and well, is frustrating.
>
> Thanks
>
> Robert Molenda
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Blank Plain Text Body on the incoming Email with HTML format

[Mike Wallick]

I just sent you the jar off list.

Mike

On 2/12/08, Andrew Fremont <[EMAIL PROTECTED]> wrote:
> ** Thank Mike,
>
> Can you send me the patch 21 whenever you have a chance?
>
> AF
>
>
> On Feb 12, 2008 12:01 PM, Mike Wallick <[EMAIL PROTECTED]> wrote:
>
> >
> > I had a very similar issue with 6.3 patch 21 (I've since upgraded to
> 7.0.1).
> >
> > My issue was that plain text emails with attachments had their bodies
> > stripped once the email was submitted into the AR System Email
> > Messages form. If I sent an HTML email from my gmail account (with an
> > attachment), the html body field was populated in the AR System Email
> > Messages form, but the plain text body was not. Also, with my gmail
> > account, emails without attachments were processed correctly.
> >
> > I don't know if the fix has been rolled up into a newer patch for 6.3,
> > but the workaround I used (was told to use by BMC, rather) was to
> > replace the patch 21 emaildaemon.jar file with the patch 16
> > emaildaemon.jar file (I went from patch 16 to 21). That fixed the
> > problem temporarily. I was later provided a "special" patch 21
> > emaildaemon.jar file, which functioned correctly.
> >
> > If you'd like I could probably dig up the special patch 21
> > emaildaemon.jar file that was provided to me. I think I still have it
> > somewhere.
> >
> > Mike
> >
> >
> >
> >
> > On 2/12/08, Rick Cook <[EMAIL PROTECTED]> wrote:
> > > ** Perhaps a setting on your mail server (or your Remedy email user)
> > > changed, and bouncing the server caused that change to take effect.
> > >
> > > Rick
> > >
> > >
> > > On Feb 12, 2008 11:14 AM, Andrew Fremont <[EMAIL PROTECTED]>
> wrote:
> > >
> > > > ** Hi All,
> > > >
> > > > Our AR Email engine worked fine for years on all types of email format
> as
> > > such Plain Tex, HTML..., but  after recent rebooting the server, all of
> a
> > > sudden the Plain Text Body field on the incoming AR System Email
> Messages is
> > > empty... there are text on the HTML Body. I just wondering what went
> > > wrong... There is no change in the email configurations.
> > > >
> > > > This issue only happen to the HTML format, there is no problem when
> the
> > > incoming email in with the plain text.
> > > >
> > > > Any idea what could have caused this problem?
> > > >
> > > > AR Server/ Email Engine 6.3 with patch 20
> > > > MS SQL 2000
> > > >
> > > > AF
> > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > > html___
> > >
> > >  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > > html___
> >
> >
> ___
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> >
> >
> >
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> >
>
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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Re: OT: Gmail - some ARS List mails are listed as Spam

[Carey Matthew Black]

Grumble...Yea.. me too... but also...

 You might think that a Gmail filter would let you say... "This is
never Spam" ( implicitly or explicitly) Or even better yet... if you
have a rule that catches it... then it is not Spam, until _you_ say it
is spam. After all.. you have a rule that was "watching for it".

However, those suggestions, so far, have not made it to the
implementation stage... if you like the ideas... suggest them to
google as well. the more that want those features... the more likely
they are to build them.

-- 
Carey Matthew Black

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Re: OT: Gmail - some ARS List mails are listed as Spam

[Warren Baltimore]

I take the same track Susan does.  I HATE having anything in the SPAM
folder, so I always check it prior to emptying it.  I probably get one ARS
List Email in Spam every couple of weeks...(pretty darn good when you think
about it).

Given how effective the SPAM filter on Gmail is, I don't let it bother me!

Warren


On 2/12/08, Susan Palmer <[EMAIL PROTECTED]> wrote:
>
> ** I see the same thing also, very random and seldom.
>
> I'm in the habit of glancing through spam folder a couple of times a day
> and taking  appropriate action as necessary.  I then empty the spam folder.
> A nice little mindless activity when I can't figure something out.
>
> Susan
>
>
>  On Feb 12, 2008 3:21 PM, Rick Cook <[EMAIL PROTECTED]> wrote:
>
> > ** I see the same thing - it's random, and only happens to a tiny
> > percentage of list email.  My "solution" right now is to periodically log in
> > to the web client, so that I can see what's been erroneously defined as
> > spam.
> >
> > Rick
> >
> >
> > On Feb 12, 2008 1:14 PM, Robert Molenda <[EMAIL PROTECTED]>
> > wrote:
> >
> > > ** Well, I posted a reply to another thread, saying that "hey I might
> > > also be missing emails", and well, actually took the time to look through 
> > > my
> > > tons of GMAIL Spam, and noticed that over the last month there were a
> > > handful (like 10) emails that were flagged as SPAM...
> > >
> > > So, it had my ARS_List "label" applied to it, but was not visible in
> > > the ARS_List 'label', but only viewable in SPAM... (aarruugghh..)
> > >
> > > Anyone else on GMAIL, and have this issue, if so, how did you get
> > > around it?
> > >
> > > Just something I noticed, and well, is frustrating.
> > >
> > > Thanks
> > >
> > > Robert Molenda
> > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > > html___
> >
> >
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
> >
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>



-- 
Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101

The opinions expressed in this e-mail are in no way those of the University
of Washington, or the State of Washington.  They are my own.

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Re: OT: Gmail - some ARS List mails are listed as Spam

[Susan Palmer]

I see the same thing also, very random and seldom.

I'm in the habit of glancing through spam folder a couple of times a day and
taking  appropriate action as necessary.  I then empty the spam folder.  A
nice little mindless activity when I can't figure something out.

Susan

On Feb 12, 2008 3:21 PM, Rick Cook <[EMAIL PROTECTED]> wrote:

> ** I see the same thing - it's random, and only happens to a tiny
> percentage of list email.  My "solution" right now is to periodically log in
> to the web client, so that I can see what's been erroneously defined as
> spam.
>
> Rick
>
>
> On Feb 12, 2008 1:14 PM, Robert Molenda <[EMAIL PROTECTED]> wrote:
>
> > ** Well, I posted a reply to another thread, saying that "hey I might
> > also be missing emails", and well, actually took the time to look through my
> > tons of GMAIL Spam, and noticed that over the last month there were a
> > handful (like 10) emails that were flagged as SPAM...
> >
> > So, it had my ARS_List "label" applied to it, but was not visible in the
> > ARS_List 'label', but only viewable in SPAM... (aarruugghh..)
> >
> > Anyone else on GMAIL, and have this issue, if so, how did you get around
> > it?
> >
> > Just something I noticed, and well, is frustrating.
> >
> > Thanks
> >
> > Robert Molenda
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>

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OT: Gmail - some ARS List mails are listed as Spam

[Robert Molenda]

Well, I posted a reply to another thread, saying that "hey I might also be
missing emails", and well, actually took the time to look through my tons of
GMAIL Spam, and noticed that over the last month there were a handful (like
10) emails that were flagged as SPAM...

So, it had my ARS_List "label" applied to it, but was not visible in the
ARS_List 'label', but only viewable in SPAM... (aarruugghh..)

Anyone else on GMAIL, and have this issue, if so, how did you get around it?

Just something I noticed, and well, is frustrating.

Thanks

Robert Molenda

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Re: Email Engine not authenticating

[Moore, Chris]

That's it.  I don't know how I missed that! 

Thanks!
Chris

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick
Sent: Tuesday, February 12, 2008 3:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Engine not authenticating

Ah, then I think you're looking for the Application Service password
field on the Connection Settings tab of the Server Information dialog
in the admin tool.

Maybe?

Mike


On 2/12/08, Moore, Chris <[EMAIL PROTECTED]> wrote:
> Thanks Mike!  The problem is that we don't remember the Application
> Service password that it's looking for.  We need to re-set that, not
the
> one we gave the email engine.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick
> Sent: Tuesday, February 12, 2008 3:26 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Email Engine not authenticating
>
> I set the mid-tier to be the same as the email engine, but they don't
> have to be the same.
>
> You can use this line as a batch file (or shell script) to reset the
> password in the emaildaemon.properties file:
>
> java -cp
>
emaildaemon.jar;arapi70.jar;arutil70.jar;activation.jar;mail.jar;imap.ja
> r;smtp.jar;pop3.jar
> com.remedy.arsys.emaildaemon.EmailDaemon -s  -p  password you want>
>
> Oh, and run this from inside the email engine installation folder.
>
> Mike
>
> On 2/12/08, Moore, Chris <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> >
> > Hey everyone- I know this is an easy one but I can't remember how to
> change
> > it.  We apparently gave a bad password when installing the email
> engine when
> > it asked for the Application Service password.  No one seems to be
> sure what
> > it was either.
> >
> >
> >
> > Checking connection to server: dev001 ...
> >
> > ERROR (623): Authentication failed;
> >
> > ERROR (623): Authentication failed;
> >
> > at
> > com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown
> > Source)
> >
> > at
> > com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown
> > Source)
> >
> > at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown
> > Source)
> >
> > at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown
> > Source)
> >
> > at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown
> > Source)
> >
> > at
> > com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
> >
> > at
> >
>
com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser(EmailUtil.java:45
> 8)
> >
> > at
> >
>
com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:908)
> >
> > at
> >
>
com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine(EmailDaemon.java
> :603)
> >
> > at
> > com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:313)
> >
> >
> >
> > Cannot connect.
> >
> > Feb 12, 2008 2:28:14 PM
> > com.bmc.arsys.emaildaemon.LoggingModule doWork
> >
> > SEVERE: Authentication failed
> >
> >
> >
> >
> >
> > How can I reset it?  I assume it's the same that the mid-tier uses?
> >
> >
> >
> > ARS 7.1
> >
> > Oracle 10g DB
> >
> > RHEL
> >
> >
> >
> > Thanks,
> >
> > Chris __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
> Answers Are"
> > html___
>
>

> ___
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>
>

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>


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SOLVED(?): ITSM Overview Console Error

[Pierson, Shawn]

It appears that our internet blocking application somehow broke this.  I found 
out later that the Approval engine also broke, as did anything else using RPC 
on all of my ARS servers.  The network team undid the block that they put on, 
and everything started working again after killing the arplugin.exe instance 
running.



For future reference to anyone searching the ARSList archives, the software 
that was blocking us is called Iron Port.  I don't know what settings were 
changed on the Iron Port side, but that fixed it.



Thanks,



Shawn Pierson



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Alfredo Avendano
Sent: Tuesday, February 12, 2008 2:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Overview Console Error



**

Check for the plugin server, specifically the ARDBC plugin, which is the data 
source for a table field on that form.



Alfredo

- Original Message 
From: "Pierson, Shawn" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, February 12, 2008 9:12:45 AM
Subject: ITSM Overview Console Error

**

Good morning everyone,

This morning, my users suddenly started getting an error when they try to use 
the overview console.  I’ve made no changes to the system and my coworker is 
out this week for training so he didn’t make any changes, so I’m not sure what 
is causing this.

The error I get is: ARERR [91] RPC call failed : RPC: Server can't decode 
arguments

If anyone knows what I should do to fix this, please let me know ASAP.

Thanks in advance,

Shawn Pierson

Private and confidential as detailed here 
 . If you cannot access 
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Tiny Spell

[David Yearsley]

I just wanted to update that the beta version is the most useful for the type 
of work we are talking.

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Re: Email Engine not authenticating

[Mike Wallick]

I set the mid-tier to be the same as the email engine, but they don't
have to be the same.

You can use this line as a batch file (or shell script) to reset the
password in the emaildaemon.properties file:

java -cp 
emaildaemon.jar;arapi70.jar;arutil70.jar;activation.jar;mail.jar;imap.jar;smtp.jar;pop3.jar
com.remedy.arsys.emaildaemon.EmailDaemon -s  -p 

Oh, and run this from inside the email engine installation folder.

Mike

On 2/12/08, Moore, Chris <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Hey everyone- I know this is an easy one but I can't remember how to change
> it.  We apparently gave a bad password when installing the email engine when
> it asked for the Application Service password.  No one seems to be sure what
> it was either.
>
>
>
> Checking connection to server: dev001 ...
>
> ERROR (623): Authentication failed;
>
> ERROR (623): Authentication failed;
>
> at
> com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown
> Source)
>
> at
> com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown
> Source)
>
> at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown
> Source)
>
> at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown
> Source)
>
> at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown
> Source)
>
> at
> com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
>
> at
> com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser(EmailUtil.java:458)
>
> at
> com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:908)
>
> at
> com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine(EmailDaemon.java:603)
>
> at
> com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:313)
>
>
>
> Cannot connect.
>
> Feb 12, 2008 2:28:14 PM
> com.bmc.arsys.emaildaemon.LoggingModule doWork
>
> SEVERE: Authentication failed
>
>
>
>
>
> How can I reset it?  I assume it's the same that the mid-tier uses?
>
>
>
> ARS 7.1
>
> Oracle 10g DB
>
> RHEL
>
>
>
> Thanks,
>
> Chris __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: ITSM Overview Console Error

[Alfredo Avendano]

Check for the plugin server, specifically the ARDBC plugin, which is the data 
source for a table field on that form.

Alfredo


- Original Message 
From: "Pierson, Shawn" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, February 12, 2008 9:12:45 AM
Subject: ITSM Overview Console Error

** 
Good morning everyone,
This morning, my users suddenly started getting an error when they try to use 
the overview console.  I’ve made no changes to the system and my coworker is 
out this week for training so he didn’t make any changes, so I’m not sure what 
is causing this.
The error I get is: ARERR [91] RPC call failed : RPC: Server can't decode 
arguments
If anyone knows what I should do to fix this, please let me know ASAP.
Thanks in advance,
Shawn Pierson
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Email Engine not authenticating

[Moore, Chris]

Hey everyone- I know this is an easy one but I can't remember how to
change it.  We apparently gave a bad password when installing the email
engine when it asked for the Application Service password.  No one seems
to be sure what it was either.

 

Checking connection to server: dev001 ...

ERROR (623): Authentication failed;

ERROR (623): Authentication failed;

at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source)

at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source)

at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source)

at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown Source)

at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown Source)

at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)

at
com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser(EmailUtil.java:45
8)

at
com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:908)

at
com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine(EmailDaemon.java
:603)

at
com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:313)

 

Cannot connect.

Feb 12, 2008 2:28:14 PM com.bmc.arsys.emaildaemon.LoggingModule doWork

SEVERE: Authentication failed

 

 

How can I reset it?  I assume it's the same that the mid-tier uses?

 

ARS 7.1

Oracle 10g DB

RHEL

 

Thanks,

Chris


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Re: Blank Plain Text Body on the incoming Email with HTML format

[Mike Wallick]

Oh, if you want to call support and ask about it, all this should be
documented on ISS03096589.

Mike

On 2/12/08, Mike Wallick <[EMAIL PROTECTED]> wrote:
> I had a very similar issue with 6.3 patch 21 (I've since upgraded to 7.0.1).
>
> My issue was that plain text emails with attachments had their bodies
> stripped once the email was submitted into the AR System Email
> Messages form. If I sent an HTML email from my gmail account (with an
> attachment), the html body field was populated in the AR System Email
> Messages form, but the plain text body was not. Also, with my gmail
> account, emails without attachments were processed correctly.
>
> I don't know if the fix has been rolled up into a newer patch for 6.3,
> but the workaround I used (was told to use by BMC, rather) was to
> replace the patch 21 emaildaemon.jar file with the patch 16
> emaildaemon.jar file (I went from patch 16 to 21). That fixed the
> problem temporarily. I was later provided a "special" patch 21
> emaildaemon.jar file, which functioned correctly.
>
> If you'd like I could probably dig up the special patch 21
> emaildaemon.jar file that was provided to me. I think I still have it
> somewhere.
>
> Mike
>
> On 2/12/08, Rick Cook <[EMAIL PROTECTED]> wrote:
> > ** Perhaps a setting on your mail server (or your Remedy email user)
> > changed, and bouncing the server caused that change to take effect.
> >
> > Rick
> >
> >
> > On Feb 12, 2008 11:14 AM, Andrew Fremont <[EMAIL PROTECTED]> wrote:
> >
> > > ** Hi All,
> > >
> > > Our AR Email engine worked fine for years on all types of email format as
> > such Plain Tex, HTML..., but  after recent rebooting the server, all of a
> > sudden the Plain Text Body field on the incoming AR System Email Messages is
> > empty... there are text on the HTML Body. I just wondering what went
> > wrong... There is no change in the email configurations.
> > >
> > > This issue only happen to the HTML format, there is no problem when the
> > incoming email in with the plain text.
> > >
> > > Any idea what could have caused this problem?
> > >
> > > AR Server/ Email Engine 6.3 with patch 20
> > > MS SQL 2000
> > >
> > > AF
> > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
> >
> >  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>

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Job Opportunity for Remedy Developer - Olympia, WA area (FT, Permanent)

[Julie Parkin]

Washington State Patrol has a full time, permanent position open for a
Remedy Developer.

 

Position involves design/development and maintenance of custom Remedy
applications and Crystal Reports.

 

For details go to careers.wa.gov

Requisition Title: Information Technology Specialist 4 - Remedy with WSP
(NB9341)

When searching use * NB9341*

 

Julie Parkin

CITE Developer/System Admin

360-705-5166/Micro 13 X174

 


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Re: Spell Checker

[Susan Palmer]

Hi David,

How does it integrate with an ars form?  Is there some connection that
activates the spell checking?

Thanks,
Susan

On Feb 12, 2008 1:00 PM, David Yearsley <[EMAIL PROTECTED]> wrote:

> ** I have just started using a new spell checker that I really like. It is
> called tinyspell and comes in 2 versions free and pro. It is located at:
> http://tinyspell.m6.net/. I don't know if anyone is looking for this, but
> I know in the past there has been several discussions on this subject. The
> drawback is that it has to be loaded on each machine, but I have been
> impressed with its abilities so far.
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Patch 006 Question.....

[Rick Cook]

Sometimes they forget to update the part of the executable that shows the
current version, causing it to display an incorrect value.  Add that to the
list of QA issues on patches.  I would check the registry to see what the
real version is.

Rick

On Feb 12, 2008 11:14 AM, Lammey, Peter A. <[EMAIL PROTECTED]> wrote:

> ** Has anyone downloaded and installed the Remedy User client 7.01 patch
> 006 yet?
> I just downloaded it today and then tried installing it but after the
> install runs according to Help / About the version is 7.01 patch 002.
>
> Ive uninstalled my old client at least twice, cleared out the entire
> directory where the executables were and ran the install again but I still
> get the same result.
> Im wondering if it is just me or if others have found the same thing.
>
>
> Thanks
> Peter Lammey
> ESPN MIT Technical Services & Applications Management
> 860-766-4761
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *J.T. Shyman
> *Sent:* Tuesday, February 12, 2008 7:00 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Patch 006 Question.
>
> **
>
> Joe,
>
>
>
> I think that is incorrect.
>
>
>
> The latest patch for AR Server 7.0.1 is 006. The latest patch
> for the ITSM suite is 7.0.2 is 006.
>
>
>
> And there are differences in the Admin tool, and probably the
> user tool too, from patch release to patch release. I'd recommend using a
> matching version to your server.
>
>
>
> J.T. Shyman
> Column Technologies
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Joe D'Souza
> *Sent:* Tuesday, February 12, 2008 2:55 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Patch 006 Question.
>
>
>
> The patch level of the User tool has very little to do with the upgrade of
> a patch level of your ITSM application. And if you are using ARS 7.0.1,
> the user tool and the ARS Server is still on Patch 3.. If you are on ARS
> 7.1, the latest patch is Patch 1.
>
>
>
> Its only the ITSM applications 7.0 that have got 6 patches released till
> date..
>
>
>
> Joe
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *Louis Cobuccio
> *Sent:* Monday, February 11, 2008 2:49 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Patch 006 Question.
>
> **
>
> Hey Gang,
>
>
>
> I am about to install AR Server, Mid-Tier Server, Email Engine,
> Flashboards, Approval Server and ITSM patch 006 of version 7.0.01, in
> production.   Can my users still use patch 005 of the User Tool for a bit or
> do I need to update them with patch 006 of the User Tool at the same time I
> am patching my system?
>
>
>
> Any help would be great.
>
>
>
> Thank you,
>
> *Louis Cobuccio*
>
> Eaton Vance Management, Inc.
>
> 2 Oliver Street
>
> Boston, MA. 02109
>
> (d) 617.598.8822
>
> (c) 617.429.1113
>
> [EMAIL PROTECTED]
>
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> html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> Are" html___
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> html___
>

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Re: Blank Plain Text Body on the incoming Email with HTML format

[Rick Cook]

Perhaps a setting on your mail server (or your Remedy email user) changed,
and bouncing the server caused that change to take effect.

Rick

On Feb 12, 2008 11:14 AM, Andrew Fremont <[EMAIL PROTECTED]> wrote:

> ** Hi All,
>
> Our AR Email engine worked fine for years on all types of email format as
> such Plain Tex, HTML..., but  after recent rebooting the server, all of a
> sudden the Plain Text Body field on the incoming AR System Email Messages is
> empty... there are text on the HTML Body. I just wondering what went
> wrong... There is no change in the email configurations.
>
> This issue only happen to the HTML format, there is no problem when the
> incoming email in with the plain text.
>
> Any idea what could have caused this problem?
>
> AR Server/ Email Engine 6.3 with patch 20
> MS SQL 2000
>
> AF
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Re: Use the Server time rather than the Client Time in an Active Link

[Hall Chad - chahal]

$SERVERTIMESTAMP$ didn't work for us when we first tried it on 6.3 back
in 2006. It used the client's timestamp every time. I logged an incident
on it and they opened SW00251639 for it. I never heard if it was ever
fixed in any 6.3 patch or in 7.x. I haven't tried it since.

I'd be curious if someone has gotten this to work. I'd still like to
work it into one of my apps.

Chad Hall  
(501) 342-2650


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Wednesday, February 06, 2008 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Use the Server time rather than the Client Time in an
Active Link

Dang, I forgot about that one too lol
Teaching an old dog new tricks and all.

- 

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



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Wednesday, February 06, 2008 10:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Use the Server time rather than the Client Time in an
Active Link


Oh yeah...good point.  Forgot that that keyword became available in
what? 6.3?

Duh.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thomas Bean
Sent: Wednesday, February 06, 2008 12:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Use the Server time rather than the Client Time in an
Active Link

Isn't that what the $SERVERTIMESTAMP$ keyword is for?

- Original Message - 
From: "Wheeler, Dylan" <[EMAIL PROTECTED]>
Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Wednesday, February 06, 2008 11:55 AM
Subject: Re: Use the Server time rather than the Client Time in an
Active 
Link


Best thing to do is use a "helper" form. Have a simple form that you
create a record on, take the create time for the start date instead of
using a timestamp on the client, then delete the record. I don't think
there's a way to get the server time with an AL as it's run on the
client and not the server.

- 

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



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of keith23773
Sent: Wednesday, February 06, 2008 9:37 AM
To: arslist@ARSLIST.ORG
Subject: Use the Server time rather than the Client Time in an Active
Link


I have a situation where I am trying to calculate the expired time
between 2 dates.

The problem is that the start date is created from an active link and
therefore takes the date from the client and the end date is created
from a filter, taking the date from the server.

As the server and client times are not in sync, this is causing a
problem.

Does anyone know if there is a Process comand that you can use with an
Active Link so it takes the timestamp from the server rather than the
client?

Thanks
Keith

-- 
View this message in context:
http://www.nabble.com/Use-the-Server-time-rather-than-the-Client-Time-in
-an-Active-Link-tp15308346p15308346.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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disclose to the public.  If you received this message by mistake, please

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The information contained in this communication is confidential, is
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If the reader of this message is not the intended recipient, you are 
hereby notified that any dissemination, distribution or copying of this
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If you have received t

Blank Plain Text Body on the incoming Email with HTML format

[Andrew Fremont]

Hi All,

Our AR Email engine worked fine for years on all types of email format as
such Plain Tex, HTML..., but  after recent rebooting the server, all of a
sudden the Plain Text Body field on the incoming AR System Email Messages is
empty... there are text on the HTML Body. I just wondering what went
wrong... There is no change in the email configurations.

This issue only happen to the HTML format, there is no problem when the
incoming email in with the plain text.

Any idea what could have caused this problem?

AR Server/ Email Engine 6.3 with patch 20
MS SQL 2000

AF

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Re: Truncating a string value (UNCLASSIFIED)

[J.T. Shyman]

Fred,

I think that first one will have the same problem as ARS will
replace the -1 with a value of "Enabled". I don't think the SUBSTR is the
problem; it is the integers.

The second one should work, though. Clever...cut the string to
include the / at the end and then replace the / with nothing. 

J.T. Shyman
Column Technologies

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Tuesday, February 12, 2008 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Try using LEFT($MDA-Organization$, (STRSTR($MDA-Organization$,  "/")-1))
instead of SUBSTR

It slmost sounds like the field you are trying to put the value into is
not a string.

If it still has problems you can use:

REPLACE(LEFT($MDA-Organization$, STRSTR($MDA-Organization$, "/")), "/",
"")

Fred 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Tuesday, February 12, 2008 11:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Hiya J.T.,


Whenever I add this:

SUBSTR($MDA-Organization$, 0, (STRSTR($MDA-Organization$,  "/")-1))

to the value field in my escalation, it is automatically changed when I
hit the Modify Action button. Here's what it changes to:  

SUBSTR($MDA-Organization$, "Proposed", STRSTR($MDA-Organization$,  "/")
- "Enabled"))


As you can imagine, when the escalation runs, it's throwing errors
whenever it gets to that field...  any idea what's going on there?


Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center Schriever AFB Colorado
Springs, CO
(719) 721-7470 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, February 12, 2008 7:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Whoops...small mistake.

It should be:

SUBSTR($field$,0,(STRSTR($field$,"/")-1)

Replace $field$ with whatever field you are truncating. 

In short, this works like so:

SUBSTR returns a string made from the first argument starting at the
position of the second argument (0 is the first character) going to the
third argument. So, SUBSTR("Hello",0,1) would return He for example.

The STRSTR function finds the first occurrence of a character inside
another. In this case, find the / in the field. Example,
STRSTR("Hello","l") would return 2.

We use them together:

SUBSTR("Hello",0,(STRSTR("Hello","l")-1)

Would return:

He

Hope that helps!

J.T. Shyman
Column Technologies

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, February 12, 2008 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Try this:

SUBSTR($field$,1,(STRSTR($field$,"/")-1)

J.T. Shyman
Column Technologies

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Tuesday, February 12, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Truncating a string value (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Hi Everyone,

Here's a AR 7.0.01 Service Desk question:  I have a vendor form that I'm
using to populate my people records with, and I need to mine some data
out of one of the fields.  One of the fields is an Organization field
that contains an org's acronym (which can be anywhere from two to four
characters long).  The way things work, is that the people form has a
drop-down list of all the possible orgs' acronyms, and based on what's
coming from the vendor form, it syncs with one of the possible choices.
The problem is that I'm seeing a handful of people who are members of
multiple orgs.  When my nightly escalation runs, it leaves the
multiple-org peoples' org fields blank because there's no matching org
in the drop-down list.  Instead of rethinking the entire escalation, is
there a way to truncate the string coming from the vendor form in such a
way that I can grab just the first org?  Here's how it looks when a
person has mulitple orgs:

ICEI/DOCC/DOCO

The multiple orgs are delineated with forward slashes.  Is there a way
to sniff for the first forward slash, and then grab whatever came before
it?
That way, I can simply populate the people record with their first org
acronym.


Thanks in advance!


Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center Schriever AFB Colorado
Springs, CO
(719) 721-7470 

Classification:  UNCLASSIFIED
Caveats: NONE


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Re: Mid Tier install error

[Axton]

Are you using WebSphere?  If so, did you build the ear with RAD or
manually?  IBM RAD sticks some weird stuff in the deployment descriptor.

Axton Grams

On Feb 12, 2008 10:54 AM, Dave Barber <[EMAIL PROTECTED]> wrote:

> ** One of my colleagues is getting an error on the install of the Mid Tier
> on Red Hat :
>
> [image: Error]The EAR file could be corrupt and/or incomplete.
> AppDeploymentException: []
> com.ibm.etools.archive.exception.DeploymentDescriptorLoadException:
> WEB-INF/web.xml
>
> Not had any experience on Remedy installs on Linux - any suggestions?  The
> Remedy knowledge base returns no results, and I've only found limited
> information on web searches.
>
> Regards
>
> Dave
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Re: Truncating a string value (UNCLASSIFIED)

[Grooms, Frederick W]

Try using LEFT($MDA-Organization$, (STRSTR($MDA-Organization$,  "/")-1))
instead of SUBSTR

It slmost sounds like the field you are trying to put the value into is
not a string.

If it still has problems you can use:

REPLACE(LEFT($MDA-Organization$, STRSTR($MDA-Organization$, "/")), "/",
"")

Fred 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Tuesday, February 12, 2008 11:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Hiya J.T.,


Whenever I add this:

SUBSTR($MDA-Organization$, 0, (STRSTR($MDA-Organization$,  "/")-1))

to the value field in my escalation, it is automatically changed when I
hit the Modify Action button. Here's what it changes to:  

SUBSTR($MDA-Organization$, "Proposed", STRSTR($MDA-Organization$,  "/")
- "Enabled"))


As you can imagine, when the escalation runs, it's throwing errors
whenever it gets to that field...  any idea what's going on there?


Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center Schriever AFB Colorado
Springs, CO
(719) 721-7470 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, February 12, 2008 7:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Whoops...small mistake.

It should be:

SUBSTR($field$,0,(STRSTR($field$,"/")-1)

Replace $field$ with whatever field you are truncating. 

In short, this works like so:

SUBSTR returns a string made from the first argument starting at the
position of the second argument (0 is the first character) going to the
third argument. So, SUBSTR("Hello",0,1) would return He for example.

The STRSTR function finds the first occurrence of a character inside
another. In this case, find the / in the field. Example,
STRSTR("Hello","l") would return 2.

We use them together:

SUBSTR("Hello",0,(STRSTR("Hello","l")-1)

Would return:

He

Hope that helps!

J.T. Shyman
Column Technologies

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, February 12, 2008 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Try this:

SUBSTR($field$,1,(STRSTR($field$,"/")-1)

J.T. Shyman
Column Technologies

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Tuesday, February 12, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Truncating a string value (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Hi Everyone,

Here's a AR 7.0.01 Service Desk question:  I have a vendor form that I'm
using to populate my people records with, and I need to mine some data
out of one of the fields.  One of the fields is an Organization field
that contains an org's acronym (which can be anywhere from two to four
characters long).  The way things work, is that the people form has a
drop-down list of all the possible orgs' acronyms, and based on what's
coming from the vendor form, it syncs with one of the possible choices.
The problem is that I'm seeing a handful of people who are members of
multiple orgs.  When my nightly escalation runs, it leaves the
multiple-org peoples' org fields blank because there's no matching org
in the drop-down list.  Instead of rethinking the entire escalation, is
there a way to truncate the string coming from the vendor form in such a
way that I can grab just the first org?  Here's how it looks when a
person has mulitple orgs:

ICEI/DOCC/DOCO

The multiple orgs are delineated with forward slashes.  Is there a way
to sniff for the first forward slash, and then grab whatever came before
it?
That way, I can simply populate the people record with their first org
acronym.


Thanks in advance!


Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center Schriever AFB Colorado
Springs, CO
(719) 721-7470 

Classification:  UNCLASSIFIED
Caveats: NONE

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Re: Can ARSystem database - invalid views be deleted?

[Robert Molenda]

Yes, I went around and around with support on that, because it does
something nasty in SQL Server, which prevents a database from being
'migrated' from 2000 to 2005 using the 'migrate database wiard', we had
to use 'dump/restore' :( to move the database.

It all involved the SySDEPENDS, in where as you can imagine, you have
something like this:

Table-1
Table-2
View-of-Form-1 -- depends upon Table-1
View-of-Form-2 -- depends upon Table-2

Join of Table-1 & Table-2 results in:
Joined-View-of-1-2 -- Depends upon View-of-Form-1 & View-of-Form-2

Well, all is fine, as long as you built them in sequence...

Now you UPDATE Table-1 or Table-2, and the Depends (Joined-View-of-1-2) is
now corrupted in SYSDEPENDS, because of the object_reference_identifier for
'View-of-Form-(1)2' got changed because of the 'drop view X;commit;create
view X;commit;' sequence.

The answer was "not all databases support the "Create or Replace View
X(values) (values)' statement...

needless to say, I'm not "thrilled" with this operation, but we get what we
get at times :(

HTH
Robert



On Feb 12, 2008 10:05 AM, Grooms, Frederick W <[EMAIL PROTECTED]>
wrote:

> ** Because Remedy drops then creates views (instead of using Create or
> Replace) when modifying a form, Join form views will sometimes show as
> Invalid.  When you try to access data from those views Oracle will
> automatically compile them (at least it always has for me).
>
> Since I use TOAD to access my Oacle DB I use the menu item of Recompile
> all invalid objects to clean up these.  An Invalid view can mean that
> something as simple as a View or Table that the join is based on has
> changed.  The change may not have affected the view data.
>
> Robert's select top 1 * from  should work or so should select * from
>  where rownum <= 1
>
> Fred
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Robert Molenda
> *Sent:* Tuesday, February 12, 2008 9:35 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Can ARSystem database - invalid views be deleted?
>
> ** Maybe - maybe Not!
>
> First, does the form still exist in ARS? (CFG_SERVICE_CATALOG_LOOKUP for
> example), if so, open the form in admin tool, ensure there are no "error
> messages" coming up, and 're-save' the form. This will drop (yes drop) and
> Rebuild the view. Then it should be OK.
>
> If you attempt to 'select top 1 * from ' what type of error does
> Oracle vice back?
>
> HTH
> Robert Molenda
>
> On Feb 11, 2008 10:40 PM, Prashant Patil <[EMAIL PROTECTED]> wrote:
>
> > ** Hi All,
> >
> > Solaris 5.10
> > Oracle 10.2
> > ARSystem 7.1
> > ServiceDesk 7
> >
> > In the ARSystem database I can see some 100 views with status "INVALID".
> > The "Created" and "Last_ddl_time" have exactly the same date/time.
> >
> > Is it ok to delete these invalid views?
> >
> > Is it possible that some remedy workflow has not been activated and
> > later may be required?
> >
> > There is an audit being carried out and we have been informed that
> > invalid views should not exist in the db!
> >
> > Please advise.
> >
> > Example entries are:
> >
> >  OWNER OBJECT_NAME OBJECT_TYPE CREATED LAST_DDL_TIME STATUS ARADMIN
> > CFG_SERVICE_CATALOG_LOOKUP VIEW 01/10/2008 14:26:20 01/10/2008 14:26:20
> > INVALID ARADMIN B672 VIEW 01/10/2008 14:26:20 01/10/2008 14:26:20
> > INVALID ARADMIN BMC_CORE_BMC_RACK VIEW 11/29/2007 10:16:20 11/29/2007
> > 10:16:20 INVALID
> >
> > Thanks,
> >
> > Prashant
> >
> >
>
>
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Re: Company Dropping Remedy

[Jeff Lockemy (Northrop Grumman Mission Systems)]

I have actually seen Remedy support making a big effort as of late to
improve their service delivery model.

I had a support request in which the support that I received did not quite
meet my expectations.  When I filled out the satisfaction survey, I
reflected my impression of the service.  I was surprised when a Support
Manager contacted me shortly after to see what they could do to get my
impression of Remedy support, and ask for my thoughts on how they better
support me in the future.

The Support Manager indicated that they were aware that they have had some
short falls in support in the past, but that they were really working hard
to identify short-falls, implement improvements, and get things back on
track.  One of the improvements they made is in the initial response that I
receive from Remedy Support on my support request, there will always be a
Support Manager contact for the functional team that is supporting me on
that request.  If at any time I feel that the Technical Support
Representative is not meeting my expectations, she asked that I escalate to
that Support Manager right away.

The old model was to have a specific Support Manager assigned to your
account that you could escalate to.  She said that they went away from that
model, and switched to the Functional Team Support Manager model so that
they better respond to escalations (and implement steps to prevent them)
right at the Functional Team level.

It sounds like Remedy may be making an effort to improve.  I would encourage
anyone that is having support issues to escalate them to the Support Manager
(and secondly their Account Manager) if they are having issues.  Maybe if we
do our part and help them do their part, perhaps Remedy Support will get
back to level we were used to...

Cheers,
Jeff


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David.M Clark
Sent: Tuesday, February 05, 2008 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Company Dropping Remedy

Remedy support was once domestic and outstanding.
Now it is offshored and bad.
To my knowledge, no reduction in the price for that support has been given.
Sounds like "bait and switch" to me.

I don't care where support is located, but I do care when it isn't any good.

David M Clark
Remedy Programmer/Analyst


>>> remedy <[EMAIL PROTECTED]> 2/5/2008 1:22 PM >>>
BMC has told the VARS that they it is not their intent to approve any
further transfers of Support to the VARS.
   
  Sounds like restraint of trade to me

LJ Longwing <[EMAIL PROTECTED]> wrote:
  It was within the last few months/turn of the year timeframe...and as we
all
know...you can't go to VAR without permission from mother BMC...so I know it
was authorized by them...:) 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jay parker
Sent: Tuesday, February 05, 2008 11:18 AM
To: arslist@ARSLIST.ORG 
Subject: Re: Company Dropping Remedy

How recent was your switch to GenerationE? We were looking to use a VAR but
were told that BMC recently put major restrictions on them. These
restrictions basically eliminated the VARs form taking away existing BMC
Support customers.

Thank you
Jay
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Tuesday, February 05, 2008 10:44 AM
To: arslist@ARSLIST.ORG 
Subject: Re: Company Dropping Remedy

Along those same lines, my company recently switched from BMC to GenerationE
and I have been very pleased with their front line support. Prior to this
experience I had never used a VAR and suffered through many of the same
issues I see discussed on the list. I understand that my company saved
money going with the VAR tooso if support cost and lack of support are
the two driving decisions to move off of Remedy...I would definitely
recommend trying to shop some VAR's and see what they would be able to do
for you. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of James Van Sickle
Sent: Tuesday, February 05, 2008 9:13 AM
To: arslist@ARSLIST.ORG 
Subject: Re: Company Dropping Remedy

James

Out of professional curiosity, has your company already decided on what
their alternative product will be to Remedy? If this decision is not
completely driven by price and still open to potentially saving Remedy, you
may wish to speak with Jorge Batista or Jay Shankar at BMC. They might be
able to assist in resolving some of the issues that brought your company's
management team to their decision. Alternatively, you might also want to
talk to some vendors who offer third-party support services for Remedy.
They might be able to offer Remedy Support at a lower cost than going
directory through BMC, but I have never used such third-party support so I
cannot say for certain. I believe companies like Column IT, Strategic

Re: Java 7.1 Form Information

[Carey Matthew Black]

LJ,

I am glad you were able to figure it out. (And shared your findings
with the rest of the class. :) It really helps me when I can keep a
post like this for later reference "just in case". I think it also
should help BMC to "understand what the customers do not understand"
too.)


I generally find that when the vendor supplied docs are not clear
enough... I have to count on the system to "do the right thing".

However, every once in a while, you also get statements like.. "Well
the docs were right, then we changed the system but did not update the
docs. So the Docs now have a "BUG" and the actual behavior of the
system is what is "right".

Or you get the inverse of that too..." The docs were right [but you
just did not understand them] and what the system was actually doing
was the "BUG" and we fixed that without telling anyone." ( Every have
a patch change the existing functionality without a word of
explanation in the release notes, and be told it is "as designed"?)


But for me the bottom line is what the system is doing right now. And
asking the system should be the definitive answer on all matters as
far as I can tell. ( The designer/docs/support people can always be
wrong, but what is happening is defined by the software I am running
and that is what matters the most at any given point in time.)

FWIW: I often find the XML form of the objects defs easier to follow.
:) Sorry, I meant to say that before.

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

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



On Feb 12, 2008 11:43 AM, LJ Longwing <[EMAIL PROTECTED]> wrote:
> Wow...that's a bit of screwed up way of doing itbut I guess it'll work.
> Here is how it works.
>
> There is an 'Enabled' flag for both Audit and Archive.  If Enabled, the form
> is Auditing/Archiving respectively.  If however the Audit/Archive is
> disabled, you then need to check the Audit Style and see if it's set...if so
> then you know that the form is being used as an Audit form.  If Archiving is
> disabled and there is a value in the 'fromForm' attribute, then this is an
> Archive form, wowthank you for the suggestion on how to troubleshoot
> this as I've been beating myself up trying to figure this one outI now
> know how to code the display of this particular information.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Tuesday, February 12, 2008 8:40 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Java 7.1 Form Information
>
>
> LJ.
>
> I have not gone looking for these specific bits... but..
>
> In general... when trying to understand ARS API/objects I have found it very
> valuable to export the objects in question and look at the output def file.
> for differences.
>
> For example... export a def file of a form before you make it another forms
> "Audit" form. Then grab another export after you made that change. The
> differences should stand out and help you figure out what part of the object
> properties changed so that you can then try to find the right C API stuff
> that match to those differences.
>
> Hopefully that approrach will help you find what your looking for.
>
> ( Note: It is possible that those "bits" only live in the ARS server and not
> in the object def's themselves. The server might determine those things are
> startup and never write them down, or expose it's opinion of those objects
> to the API layer that we know. But I doubt that is a likely condition. )
>
> Good luck.
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
>
> On Feb 12, 2008 10:12 AM, LJ Longwing <[EMAIL PROTECTED]> wrote:
> > Right...I am using those two properly to tell me which form is being
> > used for Audit/Archive, what I'm looking for however is to find out
> > how to tell that 'THIS' form is an Audit/Archive form.
>
> 
>
> > On Di, Februar 12, 2008 04:29, LJ Longwing wrote:
> > > I'm trying to get information out of the API and I'm once again
> > > lost...I was hoping someone could help me.  I'm trying to find where
> > > 'Audit' and 'Archive' type is stored.  When I use the .getFormType()
> > > method on the Form object I get 1 which equates to 'Regular', which
> > > is of course accurate because it is a regular form, but the Admin
> > > tool shows Audit and Archive as the form type so I know it's in
> > > there somewhere.  Any assistance is appreciated.

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Re: Reserved Field Id Range for v 7.0.01

[strauss]

They teach using Field IDs 536870913 to 2147483647 (pg 85 of the
UserWorld 2007 tutorial book "In-depth Analysis into Best Practices of
BMC Remedy IT Service Management 7.x" for all of your custom work, but
when I did some digging I found that EIE/AIE and AP have used a lot of
custom range IDs between 536870913 and 6.  Other parts of ITSM 7
have strayed into the 10 and 15368# custom ranges.

>From other vendors, Kinetic apps use IDs all over the map from 6
to 770003###, and EffectTech uses 8.  Those are the only ones I
have installed to see what they use.

In the past I used the 6 ranges for customizations, so anything
I imported from my 5.5 application used those column IDs.  All of my new
development is using the 9000# range and specifically 940## (940
is our area code, so it's easy to remember), but I do have some in
7110 that I got from another developer.

Field ID Ranges

BMC Reserved to 536870912
536870913++ EIE, KS, AP
6   KS
61###   KS
63###   KS
64###   KS
60008   KS
71###   KS Survey
710001###+  KS Survey
70001   KS
7005#   KS Calendar
702##   KS Request
7100#   KS Survey
71100   UNT
77000   KS Request
770003000   KS Calendar
8   EffectTech
9000#   UNT
940##   UNT
10  ITSM
15368#  ITSM CTM
2147483647  BMC

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

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
> Sent: Tuesday, February 12, 2008 12:05 PM
> To: arslist@ARSLIST.ORG
> Subject: Reserved Field Id Range for v 7.0.01
> 
> Hey Gang,
> 
> Did BMC create a Reserved Field Id range for customizations 
> in v 7?  And if so, what it is?  If not what are you guys using?
> 
> Thanks,
> Lou
> 
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SRM 2.1 Install errors - Unable to create a queue to process RPC requests

[Peter]

We had 5 definition files error out with the RPC error.  We are
planning on importing by hand.

SRM%Request2.def
ENT%Enttitlement_Generate_QUAL_CACHE2.def
SRD%CFG_Settings2.def
SRD%ServiceRequestDefinition2.def
SRS%Suggestion2.def

We're running Service Desk + CM release 7003 Patch006, arserver 7.1

We've loaded this many times in trial/test install on sandbox images,
when we go to load on our production server we get these errors.  Any
idea what could have caused this situation?

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Re: 7.1 Server License Question

[Joe D'Souza]

I understand that and have even heard about that for a while (since V5 days)
that there was an intention to web enable the dev tool. Its great that the
functionality is enabled on the user tool using plugin forms, but it
shouldn't have been taken away from the admin tool till the functionality on
the user tool was strongly established. Right now there are a few things
that cannot be very easily done from the user tool that could have been from
the admin tool, changing the number of fast and list threads is one such
example.. You have to go to the ar.cfg file to do that.. It was nice to have
that capability from the GUI rather than editing the text file..

Is there a way to reverse that through some sort of a setting?

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Easter, David
  Sent: Tuesday, February 12, 2008 11:40 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: 7.1 Server License Question


  **
  > While we are on this topic, is there a good reason why the license
functionality along with some other functionalities like Server Information
etc. partially deprecated and disabled from the Admin tool???

  Yes, for a few reasons:

  1) Admin functions can now be accessed through the Admin Console - which
does not require a thick client.  That means such functions can be accessed
via the web or any Remedy User Tool.  The need for the Admin Tool providing
those functions is no longer needed.

  2) The Admin Tool goes away completely in AR System 7.5.00, replaced by
the new Dev Studio.  In preparation for this, and since the admin functions
are provided by the Admin Console, the Admin Tool in 7.1.00 was disabled by
default to only provide design capability.

  -David J. Easter
  Sr. Product Manager, Service Management Business Unit
  BMC Software, Inc.

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



--
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
  Sent: Monday, February 11, 2008 11:33 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: 7.1 Server License Question


  **
  While we are on this topic, is there a good reason why the license
functionality along with some other functionalities like Server Information
etc. partially deprecated and disabled from the Admin tool???

  We had a problem not so long ago where we had an issue with AR plugin, and
could not access these functionalities from the vendor forms on the user
tool till we fixed the plugin problem..

  Is it possible to re-enable these functions from the Admin tool where they
seem to work better and faster than from the Admin tool?

  Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Jean weird
Sent: Tuesday, February 12, 2008 2:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Server License Question


**
This looks like a new defect. The workaround is to import data manually.

Did you see any message like 'the ARServer is unlicensed' in arerror.log
after upgradation.


- Jean




On 2/12/08, Howard Richter <[EMAIL PROTECTED]> wrote:
  **
  At least that explains the issues I have seen. So convert works, but
import not so much.



  Sounds like this should be a white paper.



  Thanks,

  hbr




  On Feb 11, 2008 6:58 PM, LJ Longwing <[EMAIL PROTECTED]> wrote:

**
The back and forth I have gotten on this is as such.  If you upgrade
your 7.0 server to 7.1, the 7.0 license will work just fine.  If you however
delete or need to re-apply the license you don't have sufficient fields in
the License form to apply it properlyso you either need to import the
LIC file that has it all configured properly, or get a 7.1 license for the
same server...but you need to get your rep involved...because a simple purge
won't do it.




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Monday, February 11, 2008 4:36 PM
To: arslist@ARSLIST.ORG
Subject: 7.1 Server License Question


**
I hope everyone's day is going well.



I need to verify something on the 7.1 server licenses. Does a 7.0
server license need to be reissued if you upgrade to 7.1.



One BMC support person said yes and another said no.



Thanks and have a great week,




--
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ 

Re: Can ARSystem database - invalid views be deleted?

[Grooms, Frederick W]

Because Remedy drops then creates views (instead of using Create or
Replace) when modifying a form, Join form views will sometimes show as
Invalid.  When you try to access data from those views Oracle will
automatically compile them (at least it always has for me).
 
Since I use TOAD to access my Oacle DB I use the menu item of Recompile
all invalid objects to clean up these.  An Invalid view can mean that
something as simple as a View or Table that the join is based on has
changed.  The change may not have affected the view data.
 
Robert's select top 1 * from  should work or so should select *
from  where rownum <= 1
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda
Sent: Tuesday, February 12, 2008 9:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Can ARSystem database - invalid views be deleted?


** 
Maybe - maybe Not!
 
First, does the form still exist in ARS? (CFG_SERVICE_CATALOG_LOOKUP for
example), if so, open the form in admin tool, ensure there are no "error
messages" coming up, and 're-save' the form. This will drop (yes drop)
and Rebuild the view. Then it should be OK.
 
If you attempt to 'select top 1 * from ' what type of error does
Oracle vice back?
 
HTH
Robert Molenda


On Feb 11, 2008 10:40 PM, Prashant Patil <[EMAIL PROTECTED]> wrote:


** 
Hi All,

Solaris 5.10
Oracle 10.2
ARSystem 7.1
ServiceDesk 7


In the ARSystem database I can see some 100 views with status
"INVALID". The "Created" and "Last_ddl_time" have exactly the same
date/time. 
 
Is it ok to delete these invalid views? 
 
Is it possible that some remedy workflow has not been activated
and later may be required?

There is an audit being carried out and we have been informed
that invalid views should not exist in the db!

Please advise.

Example entries are:


OWNEROBJECT_NAME OBJECT_TYPE CREATED LAST_DDL_TIME
STATUS  
ARADMIN  CFG_SERVICE_CATALOG_LOOKUP  VIEW01/10/2008 14:26:20
01/10/2008 14:26:20  INVALID
ARADMIN  B672VIEW01/10/2008 14:26:20 01/10/2008 14:26:20
INVALID 
ARADMIN  BMC_CORE_BMC_RACK   VIEW11/29/2007 10:16:20
11/29/2007 10:16:20  INVALID


Thanks,

Prashant
 


 

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Reserved Field Id Range for v 7.0.01

[Louis Cobuccio]

Hey Gang,

Did BMC create a Reserved Field Id range for customizations in v 7?  And
if 
so, what it is?  If not what are you guys using?

Thanks,
Lou

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Re: Reserved Field Id Range for v 7.0.01

[Louis Cobuccio]

Thank you.  We used 99600 @ my old company and in v 6.3.   I think
I'll still with that range here too.

Thanks again,
Lou

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Tuesday, February 12, 2008 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Reserved Field Id Range for v 7.0.01

They teach using Field IDs 536870913 to 2147483647 (pg 85 of the
UserWorld 2007 tutorial book "In-depth Analysis into Best Practices of
BMC Remedy IT Service Management 7.x" for all of your custom work, but
when I did some digging I found that EIE/AIE and AP have used a lot of
custom range IDs between 536870913 and 6.  Other parts of ITSM 7
have strayed into the 10 and 15368# custom ranges.

>From other vendors, Kinetic apps use IDs all over the map from 6
to 770003###, and EffectTech uses 8.  Those are the only ones I
have installed to see what they use.

In the past I used the 6 ranges for customizations, so anything
I imported from my 5.5 application used those column IDs.  All of my new
development is using the 9000# range and specifically 940## (940
is our area code, so it's easy to remember), but I do have some in
7110 that I got from another developer.

Field ID Ranges

BMC Reserved to 536870912
536870913++ EIE, KS, AP
6   KS
61###   KS
63###   KS
64###   KS
60008   KS
71###   KS Survey
710001###+  KS Survey
70001   KS
7005#   KS Calendar
702##   KS Request
7100#   KS Survey
71100   UNT
77000   KS Request
770003000   KS Calendar
8   EffectTech
9000#   UNT
940##   UNT
10  ITSM
15368#  ITSM CTM
2147483647  BMC

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

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
> Sent: Tuesday, February 12, 2008 12:05 PM
> To: arslist@ARSLIST.ORG
> Subject: Reserved Field Id Range for v 7.0.01
> 
> Hey Gang,
> 
> Did BMC create a Reserved Field Id range for customizations 
> in v 7?  And if so, what it is?  If not what are you guys using?
> 
> Thanks,
> Lou
> 
> __
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Re: Truncating a string value (UNCLASSIFIED)

[Bennett, Charlie CTR MDA/DOCC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Hiya J.T.,


Whenever I add this:

SUBSTR($MDA-Organization$, 0, (STRSTR($MDA-Organization$,  "/")-1))

to the value field in my escalation, it is automatically changed when I hit
the Modify Action button. Here's what it changes to:  

SUBSTR($MDA-Organization$, "Proposed", STRSTR($MDA-Organization$,  "/") -
"Enabled"))


As you can imagine, when the escalation runs, it's throwing errors whenever
it gets to that field...  any idea what's going on there?



Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center
Schriever AFB
Colorado Springs, CO
(719) 721-7470 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, February 12, 2008 7:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Whoops...small mistake.

It should be:

SUBSTR($field$,0,(STRSTR($field$,"/")-1)

Replace $field$ with whatever field you are truncating. 

In short, this works like so:

SUBSTR returns a string made from the first argument starting at the
position of the second argument (0 is the first character) going to the
third argument. So, SUBSTR("Hello",0,1) would return He for example.

The STRSTR function finds the first occurrence of a character inside
another. In this case, find the / in the field. Example, STRSTR("Hello","l")
would return 2.

We use them together:

SUBSTR("Hello",0,(STRSTR("Hello","l")-1)

Would return:

He

Hope that helps!

J.T. Shyman
Column Technologies

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, February 12, 2008 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Try this:

SUBSTR($field$,1,(STRSTR($field$,"/")-1)

J.T. Shyman
Column Technologies

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Tuesday, February 12, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Truncating a string value (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Hi Everyone,

Here's a AR 7.0.01 Service Desk question:  I have a vendor form that I'm
using to populate my people records with, and I need to mine some data out
of one of the fields.  One of the fields is an Organization field that
contains an org's acronym (which can be anywhere from two to four characters
long).  The way things work, is that the people form has a drop-down list of
all the possible orgs' acronyms, and based on what's coming from the vendor
form, it syncs with one of the possible choices.  The problem is that I'm
seeing a handful of people who are members of multiple orgs.  When my
nightly escalation runs, it leaves the multiple-org peoples' org fields
blank because there's no matching org in the drop-down list.  Instead of
rethinking the entire escalation, is there a way to truncate the string
coming from the vendor form in such a way that I can grab just the first
org?  Here's how it looks when a person has mulitple orgs:

ICEI/DOCC/DOCO

The multiple orgs are delineated with forward slashes.  Is there a way to
sniff for the first forward slash, and then grab whatever came before it?
That way, I can simply populate the people record with their first org
acronym.


Thanks in advance!


Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center Schriever AFB Colorado
Springs, CO
(719) 721-7470 

Classification:  UNCLASSIFIED
Caveats: NONE



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Classification:  UNCLASSIFIED 
Caveats: NONE


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smime.p7s
Description: S/MIME cryptographic signature

Re: 7.1 Server License Question

[Easter, David]

> When we upgraded to 7.1 the licenses converted but our fixed license
count went up for some reason?
 
The conversion adds up all the licenses in your file - so if you had
some licenses in there, even if they were expired (or not in use or
meant for a server group, etc.) then that may have increased the number
above what you expected.
 
You can of course reduce the number to be whatever you like.  That's the
whole point of the 7.1.00 licensing model.  You have complete control to
lower (or raise) it to whatever you want.  Just be sure you report to
BMC the amount that you actually use so that it can be compared against
your purchased number.
 
The FAQ, by the way, is posted here:
 
http://developer.bmc.com/jiveProd/ann.jspa?annID=16
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian
Sent: Tuesday, February 12, 2008 8:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Server License Question


** 
David,
 
When we upgraded to 7.1 the licenses converted but our fixed license
count went up for some reason? Our floating count stayed the same.
Should I just reduce the number of licenses to show the correct number?
Can I do this?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Monday, February 11, 2008 6:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Server License Question


** 
It doesn't have to be re-issued, but it does have to be converted.  The
conversion will happen as part of an upgrade - or you can import your
pre-7.1 license file using the Admin Console (NOT Admin Tool). 
 
The format of the keys changed between 7.0.01 and 7.1.00 - so you cannot
use the same key across versions.  That may be where the confusion is
coming from... so it is correct to say you can't use a 7.0 server
license key for a 7.1.00 server, but it is incorrect to say that it has
to be "reissued".
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Monday, February 11, 2008 3:36 PM
To: arslist@ARSLIST.ORG
Subject: 7.1 Server License Question


** 

I hope everyone's day is going well.

 

I need to verify something on the 7.1 server licenses. Does a 7.0 server
license need to be reissued if you upgrade to 7.1.

 

One BMC support person said yes and another said no.

 

Thanks and have a great week,

 


-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward 
And looking for a new job!
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Re: 7.1 Server License Question

[Sokol, Brian]

David,
 
When we upgraded to 7.1 the licenses converted but our fixed license
count went up for some reason? Our floating count stayed the same.
Should I just reduce the number of licenses to show the correct number?
Can I do this?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Monday, February 11, 2008 6:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Server License Question


** 
It doesn't have to be re-issued, but it does have to be converted.  The
conversion will happen as part of an upgrade - or you can import your
pre-7.1 license file using the Admin Console (NOT Admin Tool). 
 
The format of the keys changed between 7.0.01 and 7.1.00 - so you cannot
use the same key across versions.  That may be where the confusion is
coming from... so it is correct to say you can't use a 7.0 server
license key for a 7.1.00 server, but it is incorrect to say that it has
to be "reissued".
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Monday, February 11, 2008 3:36 PM
To: arslist@ARSLIST.ORG
Subject: 7.1 Server License Question


** 

I hope everyone's day is going well.

 

I need to verify something on the 7.1 server licenses. Does a 7.0 server
license need to be reissued if you upgrade to 7.1.

 

One BMC support person said yes and another said no.

 

Thanks and have a great week,

 


-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward 
And looking for a new job!
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Answers Are" html___ 

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Re: Spell Checker

[David Yearsley]

It is always on and there in no need to integrate. Any time you are typing it 
is checking. It works with IM, Remedy any program. Once it is on you just type. 
It will work for programmers when they are typing error messages or nots in 
filters or active links. It is an all around spell checker. It sits in the tray 
and it appears you can disable the checking. It also checks anything you copy 
to the clipboard.

>>> Susan Palmer <[EMAIL PROTECTED]> Feb 12, 2008 12:50 PM >>>
** 
Hi David,
 
How does it integrate with an ars form?  Is there some connection that 
activates the spell checking?
 
Thanks,
Susan

On Feb 12, 2008 1:00 PM, David Yearsley <[EMAIL PROTECTED]> wrote:


** 
I have just started using a new spell checker that I really like. It is called 
tinyspell and comes in 2 versions free and pro. It is located at: 
http://tinyspell.m6.net/. I don't know if anyone is looking for this, but I 
know in the past there has been several discussions on this subject. The 
drawback is that it has to be loaded on each machine, but I have been impressed 
with its abilities so far.
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Re: Blank Plain Text Body on the incoming Email with HTML format

[Mike Wallick]

I had a very similar issue with 6.3 patch 21 (I've since upgraded to 7.0.1).

My issue was that plain text emails with attachments had their bodies
stripped once the email was submitted into the AR System Email
Messages form. If I sent an HTML email from my gmail account (with an
attachment), the html body field was populated in the AR System Email
Messages form, but the plain text body was not. Also, with my gmail
account, emails without attachments were processed correctly.

I don't know if the fix has been rolled up into a newer patch for 6.3,
but the workaround I used (was told to use by BMC, rather) was to
replace the patch 21 emaildaemon.jar file with the patch 16
emaildaemon.jar file (I went from patch 16 to 21). That fixed the
problem temporarily. I was later provided a "special" patch 21
emaildaemon.jar file, which functioned correctly.

If you'd like I could probably dig up the special patch 21
emaildaemon.jar file that was provided to me. I think I still have it
somewhere.

Mike

On 2/12/08, Rick Cook <[EMAIL PROTECTED]> wrote:
> ** Perhaps a setting on your mail server (or your Remedy email user)
> changed, and bouncing the server caused that change to take effect.
>
> Rick
>
>
> On Feb 12, 2008 11:14 AM, Andrew Fremont <[EMAIL PROTECTED]> wrote:
>
> > ** Hi All,
> >
> > Our AR Email engine worked fine for years on all types of email format as
> such Plain Tex, HTML..., but  after recent rebooting the server, all of a
> sudden the Plain Text Body field on the incoming AR System Email Messages is
> empty... there are text on the HTML Body. I just wondering what went
> wrong... There is no change in the email configurations.
> >
> > This issue only happen to the HTML format, there is no problem when the
> incoming email in with the plain text.
> >
> > Any idea what could have caused this problem?
> >
> > AR Server/ Email Engine 6.3 with patch 20
> > MS SQL 2000
> >
> > AF
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>
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Re: 7.1 Server License Question

[Easter, David]

> While we are on this topic, is there a good reason why the license
functionality along with some other functionalities like Server
Information etc. partially deprecated and disabled from the Admin
tool???
 
Yes, for a few reasons:
 
1) Admin functions can now be accessed through the Admin Console - which
does not require a thick client.  That means such functions can be
accessed via the web or any Remedy User Tool.  The need for the Admin
Tool providing those functions is no longer needed.
 
2) The Admin Tool goes away completely in AR System 7.5.00, replaced by
the new Dev Studio.  In preparation for this, and since the admin
functions are provided by the Admin Console, the Admin Tool in 7.1.00
was disabled by default to only provide design capability.
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, February 11, 2008 11:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Server License Question


** 
While we are on this topic, is there a good reason why the license
functionality along with some other functionalities like Server
Information etc. partially deprecated and disabled from the Admin
tool???
 
We had a problem not so long ago where we had an issue with AR plugin,
and could not access these functionalities from the vendor forms on the
user tool till we fixed the plugin problem..
 
Is it possible to re-enable these functions from the Admin tool where
they seem to work better and faster than from the Admin tool?
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Jean weird
Sent: Tuesday, February 12, 2008 2:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Server License Question


** 
This looks like a new defect. The workaround is to import data
manually.
 
Did you see any message like 'the ARServer is unlicensed' in
arerror.log after upgradation.
 
 
- Jean
 


 
On 2/12/08, Howard Richter <[EMAIL PROTECTED]> wrote: 

** 

At least that explains the issues I have seen. So
convert works, but import not so much.

 

Sounds like this should be a white paper.

 

Thanks,

hbr




On Feb 11, 2008 6:58 PM, LJ Longwing
<[EMAIL PROTECTED]> wrote:


** 
The back and forth I have gotten on this is as
such.  If you upgrade your 7.0 server to 7.1, the 7.0 license will work
just fine.  If you however delete or need to re-apply the license you
don't have sufficient fields in the License form to apply it
properlyso you either need to import the LIC file that has it all
configured properly, or get a 7.1 license for the same server...but you
need to get your rep involved...because a simple purge won't do it.



From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Monday, February 11, 2008 4:36 PM
To: arslist@ARSLIST.ORG
Subject: 7.1 Server License Question

 
** 

I hope everyone's day is going well.

 

I need to verify something on the 7.1 server
licenses. Does a 7.0 server license need to be reissued if you upgrade
to 7.1.

 

One BMC support person said yes and another said
no.

 

Thanks and have a great week,

 


-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume =
http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward 
And looking for a new job!
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  ARSl

JOB: Sr. Remedy Developers

[Erin Hubbard]

Hello List,

 

TuringSMI is in need of permanent Senior Remedy Developers for our
Southern United States Division. The ideal candidates will have a deep
understanding of Remedy ITSM 7 as well as previous versions, and team
lead experience in a consulting environment. Please feel free to contact
me off list if interested.

 

Requirements:

 

Detailed Knowledge of Remedy ITSM 7.0 

Strong Remedy ITSM workflow and customization experience
Proficient with Remedy ITSM Application Configuration
Proficient with Remedy Mid-Tier 6.3 
Track record of several successful enterprise implementations using
dev/test/prod environments 
Track record of several successful Remedy ITSM Implementations

Ability to travel

 

Benefits:

 

Medical, dental, and vision (BCBS)

Generous vacation structure

401K

Training Academy

 

Thanks,

 

Erin Hubbard

Recruiter

 

TuringSMI

300 S. Wacker Drive 23rd Floor

Chicago, IL 60606 USA

 

 

Office:   312-235-3138

Mobile:  312-731-9052

Fax:   312 235 3139

Web:  www.turingsmi.com   

eMail:[EMAIL PROTECTED]


This message is subject to and does not create or vary any contractual 
relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries 
or affiliates and you. Internet communications are not secure and therefore the 
TuringSMI Group does not accept any legal responsibility for the contents of 
this message. Any views or opinions expressed are those of the author.  This 
message is intended for the addressee ('s) only and its contents and any 
attached files are strictly confidential. If you have received it in error, 
please contact the sender on the number above.

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Re: ITSM Overview Console Error

[Pierson, Shawn]

Thanks,



That helped fix it.



The strange thing is that both my production and development
environments got the same problem at the same time.  I think it is
somehow network related, but I have no way of proving that.



Thanks,



Shawn Pierson



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Tuesday, February 12, 2008 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Overview Console Error



**

Try to kill the arplugin.exe from Task Manager if you have your AR
Server installed on Windows.

The Overview console uses the plug in to access a vendor form to
retrieve the data from multiple forms.



We have had problems with errors when people access the Overview Console
with specified plug in does not exist errors that are different from
this error but its possible the two are related.

When we killed the arplugin.exe it was restarted and the issues went
away.





Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761







From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Tuesday, February 12, 2008 10:13 AM
To: arslist@ARSLIST.ORG
Subject: ITSM Overview Console Error

**

Good morning everyone,

This morning, my users suddenly started getting an error when they try
to use the overview console.  I've made no changes to the system and my
coworker is out this week for training so he didn't make any changes, so
I'm not sure what is causing this.

The error I get is: ARERR [91] RPC call failed : RPC: Server can't
decode arguments

If anyone knows what I should do to fix this, please let me know ASAP.

Thanks in advance,

Shawn Pierson

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Mid Tier install error

[Dave Barber]

One of my colleagues is getting an error on the install of the Mid Tier on
Red Hat :

[image: Error]The EAR file could be corrupt and/or incomplete.
AppDeploymentException: []
com.ibm.etools.archive.exception.DeploymentDescriptorLoadException:
WEB-INF/web.xml

Not had any experience on Remedy installs on Linux - any suggestions?  The
Remedy knowledge base returns no results, and I've only found limited
information on web searches.

Regards

Dave

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Re: Java 7.1 Form Information

[Carey Matthew Black]

LJ.

I have not gone looking for these specific bits... but..

In general... when trying to understand ARS API/objects I have found
it very valuable to export the objects in question and look at the
output def file. for differences.

For example... export a def file of a form before you make it another
forms "Audit" form. Then grab another export after you made that
change. The differences should stand out and help you figure out what
part of the object properties changed so that you can then try to find
the right C API stuff that match to those differences.

Hopefully that approrach will help you find what your looking for.

( Note: It is possible that those "bits" only live in the ARS server
and not in the object def's themselves. The server might determine
those things are startup and never write them down, or expose it's
opinion of those objects to the API layer that we know. But I doubt
that is a likely condition. )

Good luck.

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

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



On Feb 12, 2008 10:12 AM, LJ Longwing <[EMAIL PROTECTED]> wrote:
> Right...I am using those two properly to tell me which form is being used
> for Audit/Archive, what I'm looking for however is to find out how to tell
> that 'THIS' form is an Audit/Archive form.



> On Di, Februar 12, 2008 04:29, LJ Longwing wrote:
> > I'm trying to get information out of the API and I'm once again
> > lost...I was hoping someone could help me.  I'm trying to find where
> > 'Audit' and 'Archive' type is stored.  When I use the .getFormType()
> > method on the Form object I get 1 which equates to 'Regular', which is
> > of course accurate because it is a regular form, but the Admin tool
> > shows Audit and Archive as the form type so I know it's in there
> > somewhere.  Any assistance is appreciated.

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Re: Truncating a string value (UNCLASSIFIED)

[Bennett, Charlie CTR MDA/DOCC]

Classification:  UNCLASSIFIED 
Caveats: NONE

I'll give that it try - thanks J.T.!   



Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center
Schriever AFB
Colorado Springs, CO
(719) 721-7470 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, February 12, 2008 7:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Whoops...small mistake.

It should be:

SUBSTR($field$,0,(STRSTR($field$,"/")-1)

Replace $field$ with whatever field you are truncating. 

In short, this works like so:

SUBSTR returns a string made from the first argument starting at the
position of the second argument (0 is the first character) going to the
third argument. So, SUBSTR("Hello",0,1) would return He for example.

The STRSTR function finds the first occurrence of a character inside
another. In this case, find the / in the field. Example, STRSTR("Hello","l")
would return 2.

We use them together:

SUBSTR("Hello",0,(STRSTR("Hello","l")-1)

Would return:

He

Hope that helps!

J.T. Shyman
Column Technologies

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, February 12, 2008 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Try this:

SUBSTR($field$,1,(STRSTR($field$,"/")-1)

J.T. Shyman
Column Technologies

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Tuesday, February 12, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Truncating a string value (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Hi Everyone,

Here's a AR 7.0.01 Service Desk question:  I have a vendor form that I'm
using to populate my people records with, and I need to mine some data out
of one of the fields.  One of the fields is an Organization field that
contains an org's acronym (which can be anywhere from two to four characters
long).  The way things work, is that the people form has a drop-down list of
all the possible orgs' acronyms, and based on what's coming from the vendor
form, it syncs with one of the possible choices.  The problem is that I'm
seeing a handful of people who are members of multiple orgs.  When my
nightly escalation runs, it leaves the multiple-org peoples' org fields
blank because there's no matching org in the drop-down list.  Instead of
rethinking the entire escalation, is there a way to truncate the string
coming from the vendor form in such a way that I can grab just the first
org?  Here's how it looks when a person has mulitple orgs:

ICEI/DOCC/DOCO

The multiple orgs are delineated with forward slashes.  Is there a way to
sniff for the first forward slash, and then grab whatever came before it?
That way, I can simply populate the people record with their first org
acronym.


Thanks in advance!


Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center Schriever AFB Colorado
Springs, CO
(719) 721-7470 

Classification:  UNCLASSIFIED
Caveats: NONE



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Classification:  UNCLASSIFIED 
Caveats: NONE


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smime.p7s
Description: S/MIME cryptographic signature

Re: 7.1 Server License Question

[LJ Longwing]

YMMV :)

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Tuesday, February 12, 2008 6:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Server License Question


** 

Actually David Easter said:

 

"you can import your pre-7.1 license file using the Admin Console (NOT Admin
Tool)."

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Monday, February 11, 2008 7:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Server License Question

 

** 

As another poster commented...you need to do the import from the Admin tool,
not through the new console

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Monday, February 11, 2008 5:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Server License Question

** 

At least that explains the issues I have seen. So convert works, but import
not so much.

 

Sounds like this should be a white paper.

 

Thanks,

hbr

 

On Feb 11, 2008 6:58 PM, LJ Longwing <[EMAIL PROTECTED]> wrote:

** 

The back and forth I have gotten on this is as such.  If you upgrade your
7.0 server to 7.1, the 7.0 license will work just fine.  If you however
delete or need to re-apply the license you don't have sufficient fields in
the License form to apply it properlyso you either need to import the
LIC file that has it all configured properly, or get a 7.1 license for the
same server...but you need to get your rep involved...because a simple purge
won't do it.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Monday, February 11, 2008 4:36 PM
To: arslist@ARSLIST.ORG
Subject: 7.1 Server License Question

** 

I hope everyone's day is going well.

 

I need to verify something on the 7.1 server licenses. Does a 7.0 server
license need to be reissued if you upgrade to 7.1.

 

One BMC support person said yes and another said no.

 

Thanks and have a great week,

 



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

And looking for a new job!

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"Where the Answers Are" html___ 

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-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward
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Re: Java 7.1 Form Information

[LJ Longwing]

Right...I am using those two properly to tell me which form is being used
for Audit/Archive, what I'm looking for however is to find out how to tell
that 'THIS' form is an Audit/Archive form. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Stecher
Sent: Monday, February 11, 2008 11:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Java 7.1 Form Information

Hi,

please try

public ArchiveInfo getArchiveInfo()
Returns the archive info for the form.

or

public AuditInfo getAuditInfo()
Returns the audit info for the form.


Cheers

Robert

On Di, Februar 12, 2008 04:29, LJ Longwing wrote:
> I'm trying to get information out of the API and I'm once again 
> lost...I was hoping someone could help me.  I'm trying to find where 
> 'Audit' and 'Archive' type is stored.  When I use the .getFormType() 
> method on the Form object I get 1 which equates to 'Regular', which is 
> of course accurate because it is a regular form, but the Admin tool 
> shows Audit and Archive as the form type so I know it's in there 
> somewhere.  Any assistance is appreciated.
>
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Fw: Can ARSystem database - invalid views be deleted?

[Tony Worthington]

I send that too fast.  dbms_utility.compile_schema will compile triggers, 
functions, packages and procedures -- but not views.

You can use 'alter view  compile;' to compile invalid views. 
Google it, there are some good scripts that will find walk the 
dependencies,find invalid views and compile them.  A good one is by 
Solomon Yakobson.


-- 
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED]
262-703-5911
- Forwarded by Tony Worthington/Corp/Kohls on 02/12/2008 08:34 AM 
-

Tony Worthington/Corp/Kohls
02/12/2008 08:22 AM

To
arslist@ARSLIST.ORG
cc

Subject
Re: Can ARSystem database - invalid views be deleted?





Have you tried recompiling those invalid views?  I would not recommend 
dropping them.

SQL> exec dbms_utility.compile_schema(schema => 'schema_name_goes_here');

PL/SQL procedure successfully completed.

SQL>


-- 
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED]
262-703-5911



Prashant Patil <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

02/12/2008 12:40 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Can ARSystem database - invalid views be deleted?






** 
Hi All,

Solaris 5.10
Oracle 10.2
ARSystem 7.1
ServiceDesk 7

In the ARSystem database I can see some 100 views with status "INVALID". 
The "Created" and "Last_ddl_time" have exactly the same date/time. 
 
Is it ok to delete these invalid views? 
 
Is it possible that some remedy workflow has not been activated and later 
may be required?

There is an audit being carried out and we have been informed that invalid 
views should not exist in the db!

Please advise.

Example entries are:

OWNER
OBJECT_NAME
OBJECT_TYPE
CREATED
LAST_DDL_TIME
STATUS
ARADMIN
CFG_SERVICE_CATALOG_LOOKUP
VIEW
01/10/2008 14:26:20
01/10/2008 14:26:20
INVALID
ARADMIN
B672
VIEW
01/10/2008 14:26:20
01/10/2008 14:26:20
INVALID
ARADMIN
BMC_CORE_BMC_RACK
VIEW
11/29/2007 10:16:20
11/29/2007 10:16:20
INVALID


Thanks,

Prashant

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Re: Can ARSystem database - invalid views be deleted?

[Tony Worthington]

Have you tried recompiling those invalid views?  I would not recommend 
dropping them.

SQL> exec dbms_utility.compile_schema(schema => 'schema_name_goes_here');

PL/SQL procedure successfully completed.

SQL>


-- 
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED]
262-703-5911



Prashant Patil <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

02/12/2008 12:40 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Can ARSystem database - invalid views be deleted?






** 
Hi All,

Solaris 5.10
Oracle 10.2
ARSystem 7.1
ServiceDesk 7

In the ARSystem database I can see some 100 views with status "INVALID". 
The "Created" and "Last_ddl_time" have exactly the same date/time. 
 
Is it ok to delete these invalid views? 
 
Is it possible that some remedy workflow has not been activated and later 
may be required?

There is an audit being carried out and we have been informed that invalid 
views should not exist in the db!

Please advise.

Example entries are:

OWNER
OBJECT_NAME
OBJECT_TYPE
CREATED
LAST_DDL_TIME
STATUS
ARADMIN
CFG_SERVICE_CATALOG_LOOKUP
VIEW
01/10/2008 14:26:20
01/10/2008 14:26:20
INVALID
ARADMIN
B672
VIEW
01/10/2008 14:26:20
01/10/2008 14:26:20
INVALID
ARADMIN
BMC_CORE_BMC_RACK
VIEW
11/29/2007 10:16:20
11/29/2007 10:16:20
INVALID


Thanks,

Prashant

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CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
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Re: Truncating a string value (UNCLASSIFIED)

[J.T. Shyman]

Try this:

SUBSTR($field$,1,(STRSTR($field$,"/")-1)

J.T. Shyman
Column Technologies

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Tuesday, February 12, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Truncating a string value (UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

Hi Everyone,

Here's a AR 7.0.01 Service Desk question:  I have a vendor form that I'm
using to populate my people records with, and I need to mine some data out
of one of the fields.  One of the fields is an Organization field that
contains an org's acronym (which can be anywhere from two to four characters
long).  The way things work, is that the people form has a drop-down list of
all the possible orgs' acronyms, and based on what's coming from the vendor
form, it syncs with one of the possible choices.  The problem is that I'm
seeing a handful of people who are members of multiple orgs.  When my
nightly escalation runs, it leaves the multiple-org peoples' org fields
blank because there's no matching org in the drop-down list.  Instead of
rethinking the entire escalation, is there a way to truncate the string
coming from the vendor form in such a way that I can grab just the first
org?  Here's how it looks when a person has mulitple orgs:

ICEI/DOCC/DOCO

The multiple orgs are delineated with forward slashes.  Is there a way to
sniff for the first forward slash, and then grab whatever came before it?
That way, I can simply populate the people record with their first org
acronym.


Thanks in advance!


Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center
Schriever AFB
Colorado Springs, CO
(719) 721-7470 

Classification:  UNCLASSIFIED 
Caveats: NONE



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Truncating a string value (UNCLASSIFIED)

[Bennett, Charlie CTR MDA/DOCC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Hi Everyone,

Here's a AR 7.0.01 Service Desk question:  I have a vendor form that I'm
using to populate my people records with, and I need to mine some data out
of one of the fields.  One of the fields is an Organization field that
contains an org's acronym (which can be anywhere from two to four characters
long).  The way things work, is that the people form has a drop-down list of
all the possible orgs' acronyms, and based on what's coming from the vendor
form, it syncs with one of the possible choices.  The problem is that I'm
seeing a handful of people who are members of multiple orgs.  When my
nightly escalation runs, it leaves the multiple-org peoples' org fields
blank because there's no matching org in the drop-down list.  Instead of
rethinking the entire escalation, is there a way to truncate the string
coming from the vendor form in such a way that I can grab just the first
org?  Here's how it looks when a person has mulitple orgs:

ICEI/DOCC/DOCO

The multiple orgs are delineated with forward slashes.  Is there a way to
sniff for the first forward slash, and then grab whatever came before it?
That way, I can simply populate the people record with their first org
acronym.


Thanks in advance!


Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center
Schriever AFB
Colorado Springs, CO
(719) 721-7470 

Classification:  UNCLASSIFIED 
Caveats: NONE


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smime.p7s
Description: S/MIME cryptographic signature

Re: Truncating a string value (UNCLASSIFIED)

[J.T. Shyman]

Whoops...small mistake.

It should be:

SUBSTR($field$,0,(STRSTR($field$,"/")-1)

Replace $field$ with whatever field you are truncating. 

In short, this works like so:

SUBSTR returns a string made from the first argument starting at the
position of the second argument (0 is the first character) going to the
third argument. So, SUBSTR("Hello",0,1) would return He for example.

The STRSTR function finds the first occurrence of a character inside
another. In this case, find the / in the field. Example, STRSTR("Hello","l")
would return 2.

We use them together:

SUBSTR("Hello",0,(STRSTR("Hello","l")-1)

Would return:

He

Hope that helps!

J.T. Shyman
Column Technologies

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, February 12, 2008 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Truncating a string value (UNCLASSIFIED)

Try this:

SUBSTR($field$,1,(STRSTR($field$,"/")-1)

J.T. Shyman
Column Technologies

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bennett, Charlie CTR MDA/DOCC
Sent: Tuesday, February 12, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Truncating a string value (UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

Hi Everyone,

Here's a AR 7.0.01 Service Desk question:  I have a vendor form that I'm
using to populate my people records with, and I need to mine some data out
of one of the fields.  One of the fields is an Organization field that
contains an org's acronym (which can be anywhere from two to four characters
long).  The way things work, is that the people form has a drop-down list of
all the possible orgs' acronyms, and based on what's coming from the vendor
form, it syncs with one of the possible choices.  The problem is that I'm
seeing a handful of people who are members of multiple orgs.  When my
nightly escalation runs, it leaves the multiple-org peoples' org fields
blank because there's no matching org in the drop-down list.  Instead of
rethinking the entire escalation, is there a way to truncate the string
coming from the vendor form in such a way that I can grab just the first
org?  Here's how it looks when a person has mulitple orgs:

ICEI/DOCC/DOCO

The multiple orgs are delineated with forward slashes.  Is there a way to
sniff for the first forward slash, and then grab whatever came before it?
That way, I can simply populate the people record with their first org
acronym.


Thanks in advance!


Charlie Bennett
Remedy Administrator
Missile Defense Integration & Operations Center
Schriever AFB
Colorado Springs, CO
(719) 721-7470 

Classification:  UNCLASSIFIED 
Caveats: NONE



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Re: Patch 006 Question.....

[J.T. Shyman]

Joe,

 

I think that is incorrect.

 

The latest patch for AR Server 7.0.1 is 006. The latest patch
for the ITSM suite is 7.0.2 is 006.

 

And there are differences in the Admin tool, and probably the
user tool too, from patch release to patch release. I'd recommend using a
matching version to your server.

 

J.T. Shyman 
Column Technologies 

  

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Tuesday, February 12, 2008 2:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Patch 006 Question.

 

The patch level of the User tool has very little to do with the upgrade of a
patch level of your ITSM application. And if you are using ARS 7.0.1, the
user tool and the ARS Server is still on Patch 3.. If you are on ARS 7.1,
the latest patch is Patch 1.

 

Its only the ITSM applications 7.0 that have got 6 patches released till
date..

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Louis Cobuccio
Sent: Monday, February 11, 2008 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Patch 006 Question.

** 

Hey Gang,

 

I am about to install AR Server, Mid-Tier Server, Email Engine, Flashboards,
Approval Server and ITSM patch 006 of version 7.0.01, in production.   Can
my users still use patch 005 of the User Tool for a bit or do I need to
update them with patch 006 of the User Tool at the same time I am patching
my system?

 

Any help would be great.

 

Thank you,

Louis Cobuccio

Eaton Vance Management, Inc.

2 Oliver Street

Boston, MA. 02109

(d) 617.598.8822

(c) 617.429.1113

  [EMAIL PROTECTED]

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Re: Consuming Complex Web Service RESOLVED

[Frank Caruso]

Thankx everyone for your input. I had a feeling it was not possible
without writing the plugin.

On Feb 12, 2008 1:40 AM, Ajit Patil <[EMAIL PROTECTED]> wrote:
> Hello,
>
> Remedy does not provide such container/field which will hold the multiple
> values (like array).
>
> You can see your result in Mid-Tier log file where it shows each individual
> result.
>
> There is no mechanism in Remedy to collect those results.
>
> Instead you can write your own container in Java or whatever you like to
> collect those results.
>
> Hope this'll help you...
>
> Thanks
>
>
> Frank Caruso-2 wrote:
> >
> > Can Remedy handle consuming a Complex web service that returns, what I
> > believe, is an Array Type?
> >
> > This is a snippet of what is returned:
> >
> >  > soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/";
> > xmlns:namesp1="http://namespaces.soaplite.com/perl";
> > xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance";
> > xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/";
> > xmlns:xsd="http://www.w3.org/2001/XMLSchema";
> > xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/";>
> >
> >   
> >   > soapenc:arrayType="tns:employee_searchType[1]"
> > xsi:type="soapenc:Array"
> > xmlns:tns="http://sadadasdasdadadasdadasd/EmployeeSearch.wsdl";>
> > 
> > > xsi:type="xsd:string">555-555-5
> > > xsi:type="xsd:int">199082
> >Some
> > User
> > 
> >  
> >   
> >
> > 
> >
> >
> > I can call the service from Remedy and can see the values returned in
> > Plugin log file.
> > However, the Input mapping does not show each individual element. I
> > see arrayType, offset, id and href.
> >
> > Any thoughts?
> >
> > Thank you
> >
> > Frank
> >
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> >
>
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>
>
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Re: Replicating production to report server

[Misi Mladoniczky]

Hi,

You could also use DSO, the API or RRR|Chive (free tool) to keep the
servers up to date.

If you use RRR|Chive, you would first index the Modify-Date-field on the
forms that needs replication, and then create a config file that looks
something like this:
source_server   = production
source_user = Demo
source_password =
target_server   = report
target_user = Demo
target_password =
multipleforms   = \
  SHARE:Company, \
  SHARE:Account, \
  SPRT:Product_Owned, \
  SHARE:Person, \
  SHARE:Contact_base, \
  SHARE:Employee_base, \
  SPRT:Issue
qual= '6' > $TIMESTAMP$ - 2*24*60*60
transfertype= SYNCTOTARGET
skipattachments = YES
logfile = rrrchive.log
loglevel= ERR

Run RRR|Chive every minute, hour or day depending on your needs. Most
reporting needs will probably not require todays data. If it does, you may
be able to direct these reports to the productions server directly.

The above config skips attachments and copy any record not already copied
that has been change during the last 2 days.

Once in a while you may also want to run a qual=(1=1) session once in a
while to remove any records that may have been deleted from the production
server.

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

> Some in our company want to use database replication to copy production
> to a report server.  This means that we would have two separate
> instances of remedy on separate databases.
>
> I went through a little work of trying this a while back but we had
> trouble with performance and the database replication did not like the
> Request Id field as the unique identifier.  I don't remember the
> specifics it has been a little while back.
>
> We need to have both servers up at all times for reporting needs and
> live production system.
>
> Has anybody ever done something like this?
> If so what platform and apps did you use to do the transfer?
>
> I just want to make sure that someone has done this before so that I
> know that it can be done.
>
> Darrel
>
> This email may contain material that is confidential, privileged, and/or
> attorney work product for the sole use of the intended recipient.  Any
> review, reliance, or distribution by others or forwarding without express
> permission is strictly prohibited.  If you are not the intended recipient,
> please contact the sender and delete all copies.
>
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>
>

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Re: 7.1 Server License Question

[Timothy Powell]

Actually David Easter said:

 

"you can import your pre-7.1 license file using the Admin Console (NOT Admin
Tool)."

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Monday, February 11, 2008 7:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Server License Question

 

** 

As another poster commented...you need to do the import from the Admin tool,
not through the new console

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Monday, February 11, 2008 5:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Server License Question

** 

At least that explains the issues I have seen. So convert works, but import
not so much.

 

Sounds like this should be a white paper.

 

Thanks,

hbr

 

On Feb 11, 2008 6:58 PM, LJ Longwing <[EMAIL PROTECTED]> wrote:

** 

The back and forth I have gotten on this is as such.  If you upgrade your
7.0 server to 7.1, the 7.0 license will work just fine.  If you however
delete or need to re-apply the license you don't have sufficient fields in
the License form to apply it properlyso you either need to import the
LIC file that has it all configured properly, or get a 7.1 license for the
same server...but you need to get your rep involved...because a simple purge
won't do it.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Monday, February 11, 2008 4:36 PM
To: arslist@ARSLIST.ORG
Subject: 7.1 Server License Question

** 

I hope everyone's day is going well.

 

I need to verify something on the 7.1 server licenses. Does a 7.0 server
license need to be reissued if you upgrade to 7.1.

 

One BMC support person said yes and another said no.

 

Thanks and have a great week,

 



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

And looking for a new job!

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-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward
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Re: 7.1 Server License Question

[Howard Richter]

I was playing with a flightdeck (BMC was still shipping out
7.0.1flightdecks as of 2 weeks ago) and after the upgrade (of just the
server) it
showed as not licensed (after a restart). I had exported the license file
(before the upgrade) and tried to import it back in, with no luck. However
when I go back to the orginal flightdeck it is licensed.

I am glad this was not tried at a customer site.
hbr
On Feb 12, 2008 2:01 AM, Jean weird <[EMAIL PROTECTED]> wrote:

> ** This looks like a new defect. The workaround is to import data
> manually.
>
> Did you see any message like 'the ARServer is unlicensed' in arerror.logafter 
> upgradation.
>
>
> - Jean
>
>
>
>
> On 2/12/08, Howard Richter <[EMAIL PROTECTED]> wrote:
> >
> > **
> >
> > At least that explains the issues I have seen. So convert works, but
> > import not so much.
> >
> >
> >
> > Sounds like this should be a white paper.
> >
> >
> >
> > Thanks,
> >
> > hbr
> >
> >
> > On Feb 11, 2008 6:58 PM, LJ Longwing <[EMAIL PROTECTED]> wrote:
> >
> > > ** The back and forth I have gotten on this is as such.  If you
> > > upgrade your 7.0 server to 7.1, the 7.0 license will work just fine.
> > > If you however delete or need to re-apply the license you don't have
> > > sufficient fields in the License form to apply it properlyso you 
> > > either
> > > need to import the LIC file that has it all configured properly, or get a
> > > 7.1 license for the same server...but you need to get your rep
> > > involved...because a simple purge won't do it.
> > >
> > >  --
> > > *From:* Action Request System discussion list(ARSList) [mailto:
> > > [EMAIL PROTECTED] *On Behalf Of *Howard Richter
> > > *Sent:* Monday, February 11, 2008 4:36 PM
> > > *To:* arslist@ARSLIST.ORG
> > > *Subject:* 7.1 Server License Question
> > >
> > >
> > > **
> > >
> > > I hope everyone's day is going well.
> > >
> > >
> > >
> > > I need to verify something on the 7.1 server licenses. Does a 7.0server 
> > > license need to be reissued if you upgrade to
> > > 7.1.
> > >
> > >
> > >
> > > One BMC support person said yes and another said no.
> > >
> > >
> > >
> > > Thanks and have a great week,
> > >
> > >
> > >
> > > --
> > > Howard Richter
> > > ITIL Foundation Certified
> > > Red Hat Certified Technician
> > > CompTIA Linux+ Certified
> > > [EMAIL PROTECTED]
> > > Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward
> > > And looking for a new job!
> > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > > html___
> > >  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> > > Are" html___
> > >
> >
> >
> >
> > --
> > Howard Richter
> > ITIL Foundation Certified
> > Red Hat Certified Technician
> > CompTIA Linux+ Certified
> > [EMAIL PROTECTED]
> > Resume = 
> > http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward__Platinum 
> > Sponsor:
> > www.rmsportal.com ARSlist: "Where the Answers Are" html___
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>



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

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ITSM Overview Console Error

[Pierson, Shawn]

Good morning everyone,

This morning, my users suddenly started getting an error when they try
to use the overview console.  I've made no changes to the system and my
coworker is out this week for training so he didn't make any changes, so
I'm not sure what is causing this.

The error I get is: ARERR [91] RPC call failed : RPC: Server can't
decode arguments

If anyone knows what I should do to fix this, please let me know ASAP.

Thanks in advance,

Shawn Pierson

Private and confidential as detailed here: 
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Re: 7.1 Server License Question

[LJ Longwing]

If you check out the 'What's New 7.1' PDF it gives registry settings you can
use to re-enable the Server Info as well as License Info in the admin tool

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Tuesday, February 12, 2008 12:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Server License Question


** 
While we are on this topic, is there a good reason why the license
functionality along with some other functionalities like Server Information
etc. partially deprecated and disabled from the Admin tool???
 
We had a problem not so long ago where we had an issue with AR plugin, and
could not access these functionalities from the vendor forms on the user
tool till we fixed the plugin problem..
 
Is it possible to re-enable these functions from the Admin tool where they
seem to work better and faster than from the Admin tool?
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Jean weird
Sent: Tuesday, February 12, 2008 2:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Server License Question


** 
This looks like a new defect. The workaround is to import data manually.
 
Did you see any message like 'the ARServer is unlicensed' in arerror.log
after upgradation.
 
 
- Jean
 


 
On 2/12/08, Howard Richter <[EMAIL PROTECTED]> wrote: 

** 

At least that explains the issues I have seen. So convert works, but import
not so much.

 

Sounds like this should be a white paper.

 

Thanks,

hbr




On Feb 11, 2008 6:58 PM, LJ Longwing <[EMAIL PROTECTED]> wrote:


** 
The back and forth I have gotten on this is as such.  If you upgrade your
7.0 server to 7.1, the 7.0 license will work just fine.  If you however
delete or need to re-apply the license you don't have sufficient fields in
the License form to apply it properlyso you either need to import the
LIC file that has it all configured properly, or get a 7.1 license for the
same server...but you need to get your rep involved...because a simple purge
won't do it.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Monday, February 11, 2008 4:36 PM
To: arslist@ARSLIST.ORG
Subject: 7.1 Server License Question

 
** 

I hope everyone's day is going well.

 

I need to verify something on the 7.1 server licenses. Does a 7.0 server
license need to be reissued if you upgrade to 7.1.

 

One BMC support person said yes and another said no.

 

Thanks and have a great week,

 


-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward 
And looking for a new job!
__Platinum Sponsor: www.rmsportal.com   ARSlist:
"Where the Answers Are" html___ 
__Platinum Sponsor: www.rmsportal.com   ARSlist:
"Where the Answers Are" html___ 




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

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

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Re: Can ARSystem database - invalid views be deleted?

[Robert Molenda]

Maybe - maybe Not!

First, does the form still exist in ARS? (CFG_SERVICE_CATALOG_LOOKUP for
example), if so, open the form in admin tool, ensure there are no "error
messages" coming up, and 're-save' the form. This will drop (yes drop) and
Rebuild the view. Then it should be OK.

If you attempt to 'select top 1 * from ' what type of error does
Oracle vice back?

HTH
Robert Molenda

On Feb 11, 2008 10:40 PM, Prashant Patil <[EMAIL PROTECTED]> wrote:

> ** Hi All,
>
> Solaris 5.10
> Oracle 10.2
> ARSystem 7.1
> ServiceDesk 7
>
> In the ARSystem database I can see some 100 views with status "INVALID".
> The "Created" and "Last_ddl_time" have exactly the same date/time.
>
> Is it ok to delete these invalid views?
>
> Is it possible that some remedy workflow has not been activated and later
> may be required?
>
> There is an audit being carried out and we have been informed that invalid
> views should not exist in the db!
>
> Please advise.
>
> Example entries are:
>
>  OWNER OBJECT_NAME OBJECT_TYPE CREATED LAST_DDL_TIME STATUS ARADMIN
> CFG_SERVICE_CATALOG_LOOKUP VIEW 01/10/2008 14:26:20 01/10/2008 14:26:20
> INVALID ARADMIN B672 VIEW 01/10/2008 14:26:20 01/10/2008 14:26:20 INVALID
> ARADMIN BMC_CORE_BMC_RACK VIEW 11/29/2007 10:16:20 11/29/2007 10:16:20
> INVALID
>
> Thanks,
>
> Prashant
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: ITSM Overview Console Error

[Lammey, Peter A.]

Try to kill the arplugin.exe from Task Manager if you have your AR
Server installed on Windows.
The Overview console uses the plug in to access a vendor form to
retrieve the data from multiple forms.
 
We have had problems with errors when people access the Overview Console
with specified plug in does not exist errors that are different from
this error but its possible the two are related.
When we killed the arplugin.exe it was restarted and the issues went
away.
 


Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Tuesday, February 12, 2008 10:13 AM
To: arslist@ARSLIST.ORG
Subject: ITSM Overview Console Error


** 

Good morning everyone,

This morning, my users suddenly started getting an error when they try
to use the overview console.  I've made no changes to the system and my
coworker is out this week for training so he didn't make any changes, so
I'm not sure what is causing this.

The error I get is: ARERR [91] RPC call failed : RPC: Server can't
decode arguments

If anyone knows what I should do to fix this, please let me know ASAP.

Thanks in advance,

Shawn Pierson

Private and confidential as detailed here
 . If you cannot access
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ARSlist: "Where the Answers Are" html___

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Re: Java 7.1 Form Information

[LJ Longwing]

Wow...that's a bit of screwed up way of doing itbut I guess it'll work.
Here is how it works.

There is an 'Enabled' flag for both Audit and Archive.  If Enabled, the form
is Auditing/Archiving respectively.  If however the Audit/Archive is
disabled, you then need to check the Audit Style and see if it's set...if so
then you know that the form is being used as an Audit form.  If Archiving is
disabled and there is a value in the 'fromForm' attribute, then this is an
Archive form, wowthank you for the suggestion on how to troubleshoot
this as I've been beating myself up trying to figure this one outI now
know how to code the display of this particular information. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Tuesday, February 12, 2008 8:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Java 7.1 Form Information

LJ.

I have not gone looking for these specific bits... but..

In general... when trying to understand ARS API/objects I have found it very
valuable to export the objects in question and look at the output def file.
for differences.

For example... export a def file of a form before you make it another forms
"Audit" form. Then grab another export after you made that change. The
differences should stand out and help you figure out what part of the object
properties changed so that you can then try to find the right C API stuff
that match to those differences.

Hopefully that approrach will help you find what your looking for.

( Note: It is possible that those "bits" only live in the ARS server and not
in the object def's themselves. The server might determine those things are
startup and never write them down, or expose it's opinion of those objects
to the API layer that we know. But I doubt that is a likely condition. )

Good luck.

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

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



On Feb 12, 2008 10:12 AM, LJ Longwing <[EMAIL PROTECTED]> wrote:
> Right...I am using those two properly to tell me which form is being 
> used for Audit/Archive, what I'm looking for however is to find out 
> how to tell that 'THIS' form is an Audit/Archive form.



> On Di, Februar 12, 2008 04:29, LJ Longwing wrote:
> > I'm trying to get information out of the API and I'm once again 
> > lost...I was hoping someone could help me.  I'm trying to find where 
> > 'Audit' and 'Archive' type is stored.  When I use the .getFormType() 
> > method on the Form object I get 1 which equates to 'Regular', which 
> > is of course accurate because it is a regular form, but the Admin 
> > tool shows Audit and Archive as the form type so I know it's in 
> > there somewhere.  Any assistance is appreciated.


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Re: Mid Tier install error

[Dave Barber]

Websphere is in use apparently; the colleague in question is a fair distance
from me, and being Remedy Support, the questions around the install got sent
my way 

Is it preferred to be built manually - any pointers/suggestions I can throw
his way?

Regards

Dave

On 12/02/2008, Axton <[EMAIL PROTECTED]> wrote:
>
> ** Are you using WebSphere?  If so, did you build the ear with RAD or
> manually?  IBM RAD sticks some weird stuff in the deployment descriptor.
>
> Axton Grams
>
> On Feb 12, 2008 10:54 AM, Dave Barber <[EMAIL PROTECTED]> wrote:
>
> > ** One of my colleagues is getting an error on the install of the Mid
> > Tier on Red Hat :
> >
> > [image: Error]The EAR file could be corrupt and/or incomplete.
> > AppDeploymentException: []
> > com.ibm.etools.archive.exception.DeploymentDescriptorLoadException:
> > WEB-INF/web.xml
> >
> > Not had any experience on Remedy installs on Linux - any suggestions?
> > The Remedy knowledge base returns no results, and I've only found limited
> > information on web searches.
> >
> > Regards
> >
> > Dave
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>
>
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