Re: runmacro problem

[Niklas Asplund]

Hi David
Good to hear that I'm not the only one with this problem.

Maybe I should have a look at another transfer method...
Any suggestions that would be as easy as runmacro??

// Niklas


On 14/02/2008, David Morgan <[EMAIL PROTECTED]> wrote:
>
> Hi Niklas
>
> I have recently seen exactly this with 6.3 runmacro.exe (patch 17 I
> think) - we got around it by having the called perl script replace the
> '=' with the 'eq'.
>
> I tried escaping the '=' with '\=' and various other attempts but
> nothing seems to work.
>
> I'd be interested in seeing if there are other results from this
> question.
>
> Regards
> Dave Morgan
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Niklas Asplund
> Sent: 14 February 2008 14:45
> To: arslist@ARSLIST.ORG
> Subject: runmacro problem
>
> --=_Part_891_23742306.1203000320065
> Content-Type: text/plain; charset=ISO-8859-1
> Content-Transfer-Encoding: 7bit
> Content-Disposition: inline
>
> Hi all
> I have a problem with a runmacro command that we are issuing in order to
> transfer an entry from our server to a remote system.
>
> As soon as I include an equal sign ( = ) in on of the fields that I'm
> trying
> to transfer, the field on the remote system ends up blank.
>
> So if I try to transfer the description field from our server to another
> server via runmacro.
> And the description text includes an equal sign, the transfer fails.
>
> Anyone seen this before??
> Any ideas how to get around the problem??
>
> // Niklas Asplund
> Siemens IT Sweden
>
> Windows 2003
> SQL Server 2000
> ARS 7.0.1 Patch 1
>
> 
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>
> --=_Part_891_23742306.1203000320065
> Content-Type: text/html; charset=ISO-8859-1
> Content-Transfer-Encoding: 7bit
> Content-Disposition: inline
>
> **
> Hi all
> I have a problem with a runmacro command that we are issuing in
> order to transfer an entry from our server to a remote
> system.
>  
> As soon as I include an equal sign ( = ) in on of the fields
> that I'm trying to transfer, the field on the remote system ends up
> blank.
>  
> So if I try to transfer the description field from our server to
> another server via runmacro.
> And the description text includes an equal sign, the transfer
> fails.
>  
> Anyone seen this before??
> Any ideas how to get around the problem??
>  
> // Niklas Asplund
> Siemens IT Sweden
>  
> Windows 2003
> SQL Server 2000
> ARS 7.0.1 Patch 1
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
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>
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ALT2CMDB Software Data Exchange mappings

[Ferreira, Frans F]

Hi List

 

Does anyone out there have some predefined data exchange mappings for
Altiris Software and relations to Computers?

 

Frans Ferreira 

 


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Re: Sync UI problem in CMDB

[Jomonm]

This is the warning message I am getting while opening the join form.

"In order to improve this view so that it look same on all clients,AR system
Administrator
will upgrade the layout information for this view when you save this
form(ARWARN 2558)"

Please help me.


john rosquist-2 wrote:
> 
> This generally means that there is some error to be had in building the
> form. There should be a message icon on the form that will display the
> build results for you.  This will then lead you to the issue.
> 
> Sorry I cannot be more specific, my dev box is down.
> 
> John Rosquist
> Windward
> 
> 
> - Original Message 
> From: Jomonm <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Thursday, February 14, 2008 3:59:07 AM
> Subject: Sync UI problem in CMDB
> 
> I am synchronizing the class definition to AST forms. But the entry appear
> in
> Pending form and AST form is not creating. The entry remains pending for
> long time
> 
> In AERRROR.log file I have the following entries. Can anybody help me?
> 
> CMDB Dispatcher : AR System Application server terminated when a
> signal/exception was received by the server (ARAPPNOTE 4500)
> Wed Feb 13 00:13:41 200811
> Wed Feb 13 00:13:41 2008  CMDB Dispatcher : AR System Application server
> restarting (ARAPPERR 4503)
> Wed Feb 13 00:13:42 2008  CMDB Dispatcher : AR System Application server
> terminated when a signal/exception was received by the server (ARAPPNOTE
> 4500)
> 
> 
> Regards
> Jomon Mathew
> -- 
> View this message in context:
> http://www.nabble.com/Sync-UI-problem-in-CMDB-tp15455616p15455616.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
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> 
>  
> 
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> http://www.yahoo.com/r/hs
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Re: Using $PROCESS$ and set fields on 7.1 (RESOLVED)

[J.T. Shyman]

I solved this by disabling the chkconfig script and adding a line to run it
with the start parameter in rc.local which runs last in the startup order.

 

J.T. Shyman 
Column Technologies 

  

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Wednesday, February 13, 2008 9:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Using $PROCESS$ and set fields on 7.1 (RESOLVED)

 

** Could it be the run order?  Post the header from the /etc/init.d file
where the run levels and run orders are defined.

e.g.,

#!/bin/sh
#
# named
#
# chkconfig: 2345 15 85


Axton Grams

On Feb 13, 2008 9:18 PM, J.T. Shyman <[EMAIL PROTECTED]> wrote:

** 

Ok, final solution: Don't start ARSystem automatically at startup.

 

I've got a chkconfig script starting ARSystem automatically on system boot.
For some reason, ARSystem started this way doesn't work well with the
$PROCESS$ set fields action.

 

However, if I log in as root and stop/start the ARSystem, using the same
script then the $PROCESS$ set fields actions work.

 

No idea what is causing this at this point, but I've got a solution

 

J.T. Shyman 
Column Technologies 

  

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Wednesday, February 13, 2008 7:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Using $PROCESS$ and set fields on 7.1

 

False alarm. A reboot of the VM brought the problem back.meaning it is
environmental. Back to the drawing board.

 

J.T. Shyman 
Column Technologies 

  

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Wednesday, February 13, 2008 5:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Using $PROCESS$ and set fields on 7.1

 

All,

 

Patch 001 to the linux version of ARSystem 7.1 corrects this and
it works as expected now.

J.T. Shyman 
Column Technologies 

  

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Monday, February 11, 2008 3:11 PM
To: arslist@ARSLIST.ORG
Subject: Using $PROCESS$ and set fields on 7.1

 

I'm having a strange issue trying to use an external process in a set fields
action on AR 7.1 on Red Hat 4.

 

I've created a simple form with a button and an active link that fires on
that button that does nothing more than a set fields action which includes:

 

$PROCESS$ @@:echo $HOSTNAME

 

This works fine on an AR 7.0.1 Patch 005 server but not on a AR 7.1 server.
The AR 7.1 server tells me there is an error in the set fields action and,
when I converted it to a filter to see if I could get more information, it
turns out the return code on the 7.1 server is 1 and not 0. 

 

I'm using the exact same form and workflow as I exported them from the 7.0
server and imported them on the 7.1 server. I haven't found a defect or KB
entry on BMC's site about $PROCESS$ not working in 7.1 or being fixed in
patch 001. Does anyone have a AR 7.1 server running on Linux that is also
experiencing this?

J.T. Shyman 
Column Technologies 

  

 

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Re: Friday Humor: Google and Chuck Norris.. (Corrected)

[Steve Brown]

Was in NZ time when initially sent. Nice to get on Friday rather than Saturday.
PS Does anyone need a different time zone developer?


Steve Brown
Remedy Admin
System Management Consulting
p 03 9781009
m 021 48 22 66
e  [EMAIL PROTECTED]




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Susan Palmer
Sent: Friday, 15 February 2008 11:45 a.m.
To: arslist@ARSLIST.ORG
Subject: Re: Friday Humor: Google and Chuck Norris.. (Corrected)

** Nice try  lol
On Thu, Feb 14, 2008 at 3:43 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:
**
Ouch! I got a flight back to Jersey today and thought it was a weekend already 
:-)

Sorry Dan!

Joe

- Original Message 
From: Drew Shuller <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 14, 2008 1:44:51 PM
Subject: Re: Friday Humor: Google and Chuck Norris.. (Corrected)
It's Friday somewhere!!

Drew


On Thu, 14 Feb 2008, Susan Palmer wrote:

> Is it Friday  
>
> On Thu, Feb 14, 2008 at 12:33 PM, Joe DeSouza <[EMAIL 
> PROTECTED]> wrote:
>
>> **
>> Type *Find Chuck Norris* in the Search bar and then press 'I'm Feeling
>> Lucky'
>>
>>  --
>> Looking for last minute shopping deals? Find them fast with Yahoo! 
>> Search.>
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>> "Where the Answers Are"
>> html___
>>
>
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Re: ?*? ADV: ARUser License Monitoring

[Gayford, Matthew C.]

Hi Igor,

 

Where can I get a copy of your application?

 

Regards,

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of igor ivanov
Sent: Wednesday, February 13, 2008 4:04 PM
To: arslist@ARSLIST.ORG
Subject: ?*? ADV: ARUser License Monitoring

 

** 

have to request more ARUser Licenses or we just did 
not assign 
them right and paying for Licenses and Support? 
 (what makes "Remedy expensive" and helps to put in danger 
Remedy 
Developers World) 
5.What are most user active hours? 
6.How is particular Support Group/Region/Site/Department 
using 
Licenses? 
7.Is it time to change somebody's License Type (Floating/ 
Fixed)? 

I 'm testing ARuser License Activity Monitor Application (ARLAM): 

http://winbeing.bravehost.com/userlicenses.html 

If you interested, it is possible to request my small win32 program 
(tested 
with 6.3 and 7). 
It generates .csv file: 

C:\ARS>arlam -uYourName -pYourPass -sYourServer 
License,Type,connectTime,lastAccess,Assigned To,Create Date, 
WRITE,FIXED,1202480462,1202490911,YourName,2/8/2008 12:15:11, 
... 

and email it to me to generate PDF report for you. 

I'm running it in batch file every 2 minutes. 
Reading ARLicenses Info from one Server and Importing into another 
with 
arimportcmd. 

It tells me how many users where using which ARUser License (fixed/ 
floating/read) for the last 2 minutes. 
I've tried it every to run every 5 and 3 minutes, but with my 200 max 
users 2 minutes 
forks just fine. 
I have ~30,000 records to use for reporting and analysis. 


My idea is to create Dynamic Change License Application (DYCH) 
(to generate Request for Approval based on License Usage History) 


Cheers, 


Igor Ivanov (RSP), GSA, Arlington VA 

Email/Yahoo: winbeing 

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Re: Atrium Integration Engine: AIE 7.1 Patch 001

[Brian Gillock]

True, but during the Custom install you have the option to install or not
the different adapters for DB2, File, SQL, Oracle and XML.  I don't know if
they are installed by default on the Express install or not, I did the
Custom install.  But you bring up another point, make sure you have a
license for the IE.  I don't know if, like the other apps, won't install
without it, but it's a good idea to check.

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, February 14, 2008 3:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Integration Engine: AIE 7.1 Patch 001

 

** 

It is supposed to as its built in with the AIE. It isn't a separate product.
You do not need individual licenses for it - just the AIE license is enough.

 

Joe

 

- Original Message 
From: Brian Gillock <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 14, 2008 4:10:08 PM
Subject: Re: Atrium Integration Engine: AIE 7.1 Patch 001

** 

Pardon the obvious question, but did the Oracle adapter get installed during
the AIE install?

 

Brian

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, February 14, 2008 2:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Integration Engine: AIE 7.1 Patch 001

 

** 

I have and on an unpatched version and have no problems connecting to
Oracle..

 

Whats the problem you are having? Any errors?

 

Joe

- Original Message 
From: Elry <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 14, 2008 11:52:53 AM
Subject: Atrium Integration Engine: AIE 7.1 Patch 001

Hi Folks...

We have installed AIE 7.1 Patch 001 on a ARS box the server is running ARS
7.1 Patch 001.  MSSQL Server 2005 is the database that is being used.

We have no problems connecting to MSSQL database instances throughout our
network, but we seem to be unable to connect to Oracle databases.

We are able to connect from the same machine using the Oracle Client, as
well as mapping the network drive to the location of the Oracle Database
installation.

Has anyone been successful in creating connections to Oracle
Databases.

Any ideas???

 

  _  

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Re: Atrium Integration Engine: AIE 7.1 Patch 001

[Joe DeSouza]

It is supposed to as its built in with the AIE. It isn't a separate product. 
You do not need individual licenses for it - just the AIE license is enough.

Joe



- Original Message 
From: Brian Gillock <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 14, 2008 4:10:08 PM
Subject: Re: Atrium Integration Engine: AIE 7.1 Patch 001

** 
Pardon the obvious question, but did the Oracle adapter get installed during 
the AIE install?
 
Brian
 
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Thursday, February 14, 2008 2:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Integration Engine: AIE 7.1 Patch 001
 
** 
I have and on an unpatched version and have no problems connecting to Oracle..
 
Whats the problem you are having? Any errors?
 
Joe
- Original Message 
From: Elry <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 14, 2008 11:52:53 AM
Subject: Atrium Integration Engine: AIE 7.1 Patch 001

Hi Folks...

We have installed AIE 7.1 Patch 001 on a ARS box the server is running ARS 7.1 
Patch 001.  MSSQL Server 2005 is the database that is being used.

We have no problems connecting to MSSQL database instances throughout our 
network, but we seem to be unable to connect to Oracle databases.

We are able to connect from the same machine using the Oracle Client, as well 
as mapping the network drive to the location of the Oracle Database 
installation.

Has anyone been successful in creating connections to Oracle
Databases.

Any ideas???


  

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Re: ARS6.03 on Linux +VM

[Anoop Sasidharan]

Thanks John.
 
What version of Remedy are you running on the VM?
 
Thanks
Anoop


Date: Thu, 14 Feb 2008 09:29:19 -0800From: [EMAIL PROTECTED]: Re: ARS6.03 on 
Linux +VMTo: [EMAIL PROTECTED] 




Anoop,
 
Remedy will work on a VM (VMware). I have 2 win32 VM's going -- One with SQL 
Server 2005 and one with Oracle 11g.  Please note that Remedy is a 32 bit app 
so there is little point in running it a 64 bit os. Further, it is my 
experience that the 64 bit os's cause more grief than they are worth. You will 
need to use the 32bit drivers, so you kill any gains there. I have run it in a 
Win64 environment, and will strongly recommend against it in the future. All 
that said, 64bit DB's rock!
 
John Rosquist
Windward
 
 
- Original Message From: Anoop Sasidharan <[EMAIL PROTECTED]>To: [EMAIL 
PROTECTED]: Wednesday, February 13, 2008 6:54:40 PMSubject: ARS6.03 on Linux 
+VM** 

Dear Lister,We are planning to install remedy ars 6.03 on Linux64 Virtual 
Machine's. BMC says that they dont support ARS6.03 on VM.Has anyone tried this 
before and what are your observation? ThanksAnoopFly HYD-BLR for Rs.499 Log on 
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Re: Friday Humor: Google and Chuck Norris.. (Corrected)

[Susan Palmer]

Nice try  lol

On Thu, Feb 14, 2008 at 3:43 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:

> **
> Ouch! I got a flight back to Jersey today and thought it was a weekend
> already :-)
>
> Sorry Dan!
>
> Joe
>
>
>  - Original Message 
> From: Drew Shuller <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Thursday, February 14, 2008 1:44:51 PM
> Subject: Re: Friday Humor: Google and Chuck Norris.. (Corrected)
>
> It's Friday somewhere!!
>
> Drew
>
>
> On Thu, 14 Feb 2008, Susan Palmer wrote:
>
> > Is it Friday  
> >
> > On Thu, Feb 14, 2008 at 12:33 PM, Joe DeSouza <[EMAIL PROTECTED]>
> wrote:
> >
> >> **
> >> Type *Find Chuck Norris* in the Search bar and then press 'I'm Feeling
> >> Lucky'
> >>
> >>  --
> >> Looking for last minute shopping deals? Find them fast with Yahoo!
> Search.<
> http://us.rd.yahoo.com/evt=51734/*http://tools.search.yahoo.com/newsearch/category.php?category=shopping
> >
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Re: 7.1 Email weirdness

[Thad K Esser]

The only reason I thought of it, is because I've been there.  :-)

Glad it helped.

Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard 
Bach



"Moore, Chris" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

02/14/2008 02:27 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: 7.1 Email weirdness






** 
Wow, I feel dumb now?
 
I thought Enabled/Disabled would have done it. 
Thanks Thad!
 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Thursday, February 14, 2008 5:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Email weirdness
 
** 
On the new Mailboxes, did you remember to set the Default Mailbox flag to 
Yes?  If I remember right, its on the Advanced tab. 

Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard 
Bach 


"Moore, Chris" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 
 
02/14/2008 01:37 PM 


Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG 
cc
 
Subject
Re: 7.1 Email weirdness
 


 
 




** 
Restarting didn?t do the trick, so we?ll try David?s suggestion.  Is there 
any reason we can?t (shouldn?t) just change the entry at the database 
level? 
  
 


From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of David K Hill
Sent: Thursday, February 14, 2008 4:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Email weirdness 
  
What we did was to export out the mail box configurations, edit the arx 
file with a search and replace operation, them delete the records and 
re-import them with the same Entry IDs. 
There are internal instance IDs that are reference some where that keeps 
point them back to the old stuff. 
  
Hope that helps. 
  
-d 
  
David K Hill
Senior Remedy Systems Applications Engineer 
Government Strategic Services - Application Solutions
verizon business
vNet:  658 5838 - Voice:  (916) 569-5838 - Fax:  (916) 569-5920 - Cell: 
(916) 214-0388
eMail:   [EMAIL PROTECTED] icq# 441052967 
  
 


From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Thursday, February 14, 2008 1:09 PM
To: arslist@ARSLIST.ORG
Subject: 7.1 Email weirdness 
  
Hey everyone- 
  
We are having an interesting issue with the email engine.  We had an 
outgoing and incoming email box, ID #s 1 and 2 which we disabled and 
created 2 new ones, #3 and 4.  When sending emails directly from the 
messages form, everything works fine, however the filters which send 
emails are still trying to use the original disabled mailboxes. 
  
Any way I can prevent this? 
  
Thanks, 
Chris 
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Re: 7.1 Email weirdness

[Moore, Chris]

Wow, I feel dumb now...

 

I thought Enabled/Disabled would have done it.  

Thanks Thad!

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Thursday, February 14, 2008 5:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Email weirdness

 

** 
On the new Mailboxes, did you remember to set the Default Mailbox flag
to Yes?  If I remember right, its on the Advanced tab. 

Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard
Bach 



"Moore, Chris" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

02/14/2008 01:37 PM 

Please respond to
arslist@ARSLIST.ORG

To

arslist@ARSLIST.ORG 

cc

 

Subject

Re: 7.1 Email weirdness

 

 

 




** 
Restarting didn't do the trick, so we'll try David's suggestion.  Is
there any reason we can't (shouldn't) just change the entry at the
database level? 
  

 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David K Hill
Sent: Thursday, February 14, 2008 4:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Email weirdness 
  
What we did was to export out the mail box configurations, edit the arx
file with a search and replace operation, them delete the records and
re-import them with the same Entry IDs. 
There are internal instance IDs that are reference some where that keeps
point them back to the old stuff. 
  
Hope that helps. 
  
-d 
  
David K Hill
Senior Remedy Systems Applications Engineer 
Government Strategic Services - Application Solutions
verizon business
vNet:  658 5838 - Voice:  (916) 569-5838 - Fax:  (916) 569-5920 - Cell:
(916) 214-0388
eMail:   [EMAIL PROTECTED]
  icq# 441052967 
  

 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Thursday, February 14, 2008 1:09 PM
To: arslist@ARSLIST.ORG
Subject: 7.1 Email weirdness 
  
Hey everyone- 
  
We are having an interesting issue with the email engine.  We had an
outgoing and incoming email box, ID #s 1 and 2 which we disabled and
created 2 new ones, #3 and 4.  When sending emails directly from the
messages form, everything works fine, however the filters which send
emails are still trying to use the original disabled mailboxes. 
  
Any way I can prevent this? 
  
Thanks, 
Chris 

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contains information that may be confidential or privileged, and is
intended solely for the entity or individual to whom it is addressed. If
you are not the intended recipient, you should delete this message and
are hereby notified that any disclosure, copying, or distribution of
this message is strictly prohibited. Nothing in this email, including
any attachment, is intended to be a legally binding signature.***

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Re: 7.1 Email weirdness

[Thad K Esser]

On the new Mailboxes, did you remember to set the Default Mailbox flag to 
Yes?  If I remember right, its on the Advanced tab.

Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard 
Bach



"Moore, Chris" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

02/14/2008 01:37 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: 7.1 Email weirdness






** 
Restarting didn?t do the trick, so we?ll try David?s suggestion.  Is there 
any reason we can?t (shouldn?t) just change the entry at the database 
level?
 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of David K Hill
Sent: Thursday, February 14, 2008 4:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Email weirdness
 
What we did was to export out the mail box configurations, edit the arx 
file with a search and replace operation, them delete the records and 
re-import them with the same Entry IDs.
There are internal instance IDs that are reference some where that keeps 
point them back to the old stuff.
 
Hope that helps.
 
-d
 
David K Hill
Senior Remedy Systems Applications Engineer 
Government Strategic Services - Application Solutions
verizon business
vNet:  658 5838 - Voice:  (916) 569-5838 - Fax:  (916) 569-5920 - Cell: 
(916) 214-0388
eMail:   [EMAIL PROTECTED] icq# 441052967
 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Thursday, February 14, 2008 1:09 PM
To: arslist@ARSLIST.ORG
Subject: 7.1 Email weirdness
 
Hey everyone-
 
We are having an interesting issue with the email engine.  We had an 
outgoing and incoming email box, ID #s 1 and 2 which we disabled and 
created 2 new ones, #3 and 4.  When sending emails directly from the 
messages form, everything works fine, however the filters which send 
emails are still trying to use the original disabled mailboxes.
 
Any way I can prevent this?
 
Thanks,
Chris
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Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the 
Answers Are" html___

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information that may be confidential or privileged, and is intended solely for 
the entity or individual to whom it is addressed.  If you are not the intended 
recipient, you should delete this message and are hereby notified that any 
disclosure, copying, or distribution of this message is strictly prohibited.  
Nothing in this email, including any attachment, is intended to be a legally 
binding signature.***

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Re: Atrium Integration Engine: AIE 7.1 Patch 001

[Brian Gillock]

Pardon the obvious question, but did the Oracle adapter get installed during
the AIE install?

 

Brian

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, February 14, 2008 2:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Integration Engine: AIE 7.1 Patch 001

 

** 

I have and on an unpatched version and have no problems connecting to
Oracle..

 

Whats the problem you are having? Any errors?

 

Joe

- Original Message 
From: Elry <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 14, 2008 11:52:53 AM
Subject: Atrium Integration Engine: AIE 7.1 Patch 001

Hi Folks...

We have installed AIE 7.1 Patch 001 on a ARS box the server is running ARS
7.1 Patch 001.  MSSQL Server 2005 is the database that is being used.

We have no problems connecting to MSSQL database instances throughout our
network, but we seem to be unable to connect to Oracle databases.

We are able to connect from the same machine using the Oracle Client, as
well as mapping the network drive to the location of the Oracle Database
installation.

Has anyone been successful in creating connections to Oracle
Databases.

Any ideas???

 

  _  

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Re: Atrium Integration Engine: AIE 7.1 Patch 001

[Joe DeSouza]

I have and on an unpatched version and have no problems connecting to Oracle..

Whats the problem you are having? Any errors?

Joe


- Original Message 
From: Elry <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 14, 2008 11:52:53 AM
Subject: Atrium Integration Engine: AIE 7.1 Patch 001

Hi Folks...

We have installed AIE 7.1 Patch 001 on a ARS box the server is running ARS 7.1 
Patch 001.  MSSQL Server 2005 is the database that is being used.

We have no problems connecting to MSSQL database instances throughout our 
network, but we seem to be unable to connect to Oracle databases.

We are able to connect from the same machine using the Oracle Client, as well 
as mapping the network drive to the location of the Oracle Database 
installation.

Has anyone been successful in creating connections to Oracle
Databases.

Any ideas???


  

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Re: Spell Checker

[Susan Palmer]

Hi David,

I checked tinyspell.com out and it is very easy to use.  The only thing I
thought that could be a negative was the clear texting of passwords.
Apparently they don't recognize non-Windows passwords.

But thanks for the tip, I think they'll be happy with it.

Susan


On Tue, Feb 12, 2008 at 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.
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>
>
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Re: arserver.exe Memory Usage 7.0.01

[Joe DeSouza]

Thanks Tony,

Does this slow bringing up the form in the user tool while using the system?

Jarl,

I thought that it would be a manual process. I just wish they come out with a 
major patch on the ITSM (even if it involves doing things manually) to remove 
all these unwanted forms, workflow etc..

Our schedules are sort of tight with timelines on this project and I don't 
really see us going through a discovery process to identify all these unwanted 
forms, workflow and clean up unless BMC would provide us with this list or a 
patch to do so...

Joe



- Original Message 
From: Tony Worthington <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 14, 2008 11:56:09 AM
Subject: Re: arserver.exe Memory Usage 7.0.01

** 
And not an option if all you have on the server is ITSM7.  :-)  We even run 
with the display property caching set to its lowest level 
(Cache-Display-Properties: 0)  We haven't raised it due to concerns about 
further slowing startup time.   

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


Jarl Grøneng <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"  
02/14/2008 11:52 AM Please respond to
arslist@ARSLIST.ORG

[EMAIL PROTECTED] 
cc
SubjectRe: arserver.exe Memory Usage 7.0.01







Removing unused forms and application is a manual job, and you nned to
know your installation.

--
Jarl

On Thu, Feb 14, 2008 at 5:47 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> Jarl, Axton,
>
> That's exactly what we see during our startup. We were also told to start
> the AR Server by Remedy Support using the -t -s parameters and got exactly
> the same results you guys are talking about - only our field count was in
> the region of about 140K.
>
> Jarl, how did you go about finding out what forms are redundant? Did Remedy
> Support provide you with a list?
>
> Thank you for all your responses..
>
> Cheers
>
> Joe
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Axton
> Sent: Thursday, February 14, 2008 10:01 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: arserver.exe Memory Usage 7.0.01
>
> ** Remedy just needs to tune the startup of arserver.  That's kind of where
> the problem lies.
>
> start arserver
> ...
> -> fetch 100 of 5 records from feild_dispprop (read 6mb of data and use
> 20k)
>   -> process those 100 records
> -> fetch next 100 of 5 records from feild_dispprop (read 6mb of data and
> use 20k)
>   -> process those 100 records
> -> fetch next 100 of 5 records from feild_dispprop (read 6mb of data and
> use 20k)
>   -> process those 100 records
> ...
>
> No wonder it takes so long.  How about fetching all the data at once, the
> processing it serially, or even better, in parallel.  It is something that
> can be done, but the people at BMC have to be convinced that there is a
> benefit to the customers, and they probably have to be able to directly
> capitalize on it to get a direction from management, neither of which is
> probably going to happen.
>
> Axton Grams
>
>
> On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael
> <[EMAIL PROTECTED]> wrote:
>
> > **
> >
> > I was told by support that there is a known slow startup issue with a
> windows/remote oracle database configuration.  We are looking at about 7
> minutes startup.  My db confirmed that at startup he see's the ARADMIN
> account pulling little bits of information at a slow pace from
> field_dispprop table.  I was told that is the Data Definition files that AR
> holds in memory.  We have also seen some database timeouts while saving
> changes in the Admin tool.
> >
> > 
>  From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
> > Sent: Thursday, February 14, 2008 2:37 AM
> >
> >
> >
> > To: arslist@ARSLIST.ORG
> > Subject: Re: arserver.exe Memory Usage 7.0.01
> >
> >
> >
> >
> >
> > **
> > We are running our AR Server at around that much (650,000 K) too. We are
> experiencing a lag of at least 15 minutes at the start of the services. We
> are currently working with BMC Support on that.. At Remedy supports
> suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server
> and the DB and that didn't help much either.
> >
> > What is the average time you guys are experiencing on restart of AR
> Services?
> >
> > We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR
> Server.
> >
> > We have tried tuning the database with the help of our DBA's and none of
> our efforts produced any significant change in the performance during
> startup.
> >
> > Even after startup, it does take unreasonably long to save even a light
> form or save a filter or active link or menus even if we click on the server
> name on the server window so it doesn't refresh any lists after saving an
> object..
> >
> > Is anyone else fighting a similar issue?
> >
> > 

Re: KM Quick Quick Search

[Joe DeSouza]

Select the result list option Show to display more than 25. Hit the Next or 
Previous links that will appear on the bottom of the list to navigate to view 
the other chunks of results..

I cannot send an attachment from webmail to display what I see but will write 
to you from another email address and send you a jpg of what I see..

Cheers

Joe



- Original Message 
From: Alan West <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 14, 2008 1:10:31 PM
Subject: KM Quick Quick Search

** 
Afternoon, 
 
I am working on site looking at KM for our production server. When I log into 
the KM Main console and search using the Quick Search option I see the Search 
Result show 1 - 25 / 85 
Indicating that there should be 85 results yet I can't see anything below this.
 
On my UAT environment I can run the same and see the 85 records listed below.
 
When I run a search using the Advanced Search the Search Results show on both.
 
Can anyone advise where to start looking for the answer to this one?
 
ITSM V7
SQL Server 2005


Kind Regards
 
Alan D West





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Re: Friday Humor: Google and Chuck Norris.. (Corrected)

[Joe DeSouza]

Ouch! I got a flight back to Jersey today and thought it was a weekend already 
:-)

Sorry Dan!

Joe



- Original Message 
From: Drew Shuller <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 14, 2008 1:44:51 PM
Subject: Re: Friday Humor: Google and Chuck Norris.. (Corrected)

It's Friday somewhere!!

Drew


On Thu, 14 Feb 2008, Susan Palmer wrote:

> Is it Friday  
>
> On Thu, Feb 14, 2008 at 12:33 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:
>
>> **
>> Type *Find Chuck Norris* in the Search bar and then press 'I'm Feeling
>> Lucky'
>>
>>  --
>> Looking for last minute shopping deals? Find them fast with Yahoo! 
>> Search.
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>
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Re: 7.1 Email weirdness

[Moore, Chris]

Restarting didn't do the trick, so we'll try David's suggestion.  Is
there any reason we can't (shouldn't) just change the entry at the
database level?

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David K Hill
Sent: Thursday, February 14, 2008 4:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Email weirdness

 

What we did was to export out the mail box configurations, edit the arx
file with a search and replace operation, them delete the records and
re-import them with the same Entry IDs.

There are internal instance IDs that are reference some where that keeps
point them back to the old stuff.

 

Hope that helps.

 

-d

 

David K Hill
Senior Remedy Systems Applications Engineer 
Government Strategic Services - Application Solutions
verizon business
vNet:  658 5838 - Voice:  (916) 569-5838 - Fax:  (916) 569-5920 - Cell:
(916) 214-0388
eMail:   [EMAIL PROTECTED] icq# 441052967

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Thursday, February 14, 2008 1:09 PM
To: arslist@ARSLIST.ORG
Subject: 7.1 Email weirdness

 

Hey everyone-

 

We are having an interesting issue with the email engine.  We had an
outgoing and incoming email box, ID #s 1 and 2 which we disabled and
created 2 new ones, #3 and 4.  When sending emails directly from the
messages form, everything works fine, however the filters which send
emails are still trying to use the original disabled mailboxes.

 

Any way I can prevent this?

 

Thanks,

Chris

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Quick Survey of Web Server usage for AR System Mid-Tier

[Easter, David]

Hello,
 
  In Fall of 2008, BMC is considering an effort to focus testing and
support of the web and/or applications servers that are used by the
majority of our customers to power the AR System Mid-Tier. Toward this
goal, we'd like to better understand what web and application servers
are in use throughout our customer base.  Please take a moment and fill
out a quick (less than 15 question) survey about your usage of the BMC
Remedy AR System Mid-Tier.  Your responses will help guide our decisions
in this matter.
 
The survey can be found at:
 
https://www.surveymonkey.com/s.aspx?sm=8dw1ZRDvr9kTwbpAamUiSA_3d_3d
 

Thanks,
 
- David J. Easter
Product Line Manager
AR System - BMC Service Management Business Unit

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Re: 7.1 Email weirdness

[Moore, Chris]

Thanks Ivan- we're trying this now and if it doesn't do the trick we'll
try David's suggestion.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ivan Runions
Sent: Thursday, February 14, 2008 4:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Email weirdness

Try stopping then restarting the email service on the AR Server to force

it to recognize the new mail boxes.

-ivan-



Moore, Chris wrote:

> **
>
> Hey everyone-
>
>  
>
> We are having an interesting issue with the email engine.  We had an 
> outgoing and incoming email box, ID #s 1 and 2 which we disabled and 
> created 2 new ones, #3 and 4.  When sending emails directly from the 
> messages form, everything works fine, however the filters which send 
> emails are still trying to use the original disabled mailboxes.
>
>  
>
> Any way I can prevent this?
>
>  
>
> Thanks,
>
> Chris
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

> html___ 


-- 
Ivan Runions
  Information Technologies
  University of Calgary
  Calgary Alberta Canada
  (403) 220-4437


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Re: 7.1 Email weirdness

[Ivan Runions]

Try stopping then restarting the email service on the AR Server to force 
it to recognize the new mail boxes.


-ivan-



Moore, Chris wrote:


**

Hey everyone-

 

We are having an interesting issue with the email engine.  We had an 
outgoing and incoming email box, ID #s 1 and 2 which we disabled and 
created 2 new ones, #3 and 4.  When sending emails directly from the 
messages form, everything works fine, however the filters which send 
emails are still trying to use the original disabled mailboxes.


 


Any way I can prevent this?

 


Thanks,

Chris

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html___ 



--
Ivan Runions
 Information Technologies
 University of Calgary
 Calgary Alberta Canada
 (403) 220-4437

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ARERR 90 - RPC: Miscellaneous TLI Error - System error ?

[haeyoon . lee]

It took a bit of time to find out where this went hahaha.
Sorry but I'm changing the subject back.


On Feb 14, 12:02 pm, "Sanford, Claire"
<[EMAIL PROTECTED]> wrote:
> Does anyone have any idea why some times when a Task ticket is updated,
> the entry is copied to the CHG ticket's Work Log and other times it is
> NOT copied to the CHG Work Log.
>
> It doesn't happen often and there is no pattern that I can see.  I have
> been unable to duplicate it.
>
> ARS 6.3 Patch 18
> HD 6.0
> Oracle 10 w/9 libraries
> Oracle lives on a remote server
> Windows 2003 4 gig on app server and 8 gig on DB server
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> Phone: 713 448 6035
> [EMAIL PROTECTED]
>
> ___­
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Re: 7.1 Email weirdness

[David K Hill]

What we did was to export out the mail box configurations, edit the arx file
with a search and replace operation, them delete the records and re-import
them with the same Entry IDs.

There are internal instance IDs that are reference some where that keeps
point them back to the old stuff.

 

Hope that helps.

 

-d

 

David K Hill
Senior Remedy Systems Applications Engineer 
Government Strategic Services - Application Solutions
verizon business
vNet:  658 5838 - Voice:  (916) 569-5838 - Fax:  (916) 569-5920 - Cell:
(916) 214-0388
eMail:   [EMAIL PROTECTED] icq# 441052967

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Thursday, February 14, 2008 1:09 PM
To: arslist@ARSLIST.ORG
Subject: 7.1 Email weirdness

 

Hey everyone-

 

We are having an interesting issue with the email engine.  We had an
outgoing and incoming email box, ID #s 1 and 2 which we disabled and created
2 new ones, #3 and 4.  When sending emails directly from the messages form,
everything works fine, however the filters which send emails are still
trying to use the original disabled mailboxes.

 

Any way I can prevent this?

 

Thanks,

Chris

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html___

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smime.p7s
Description: S/MIME cryptographic signature

Re: HelpDesk Lite (was: Company Dropping Remedy)

[Decou, Candace M]

That would work for us.  We don't need a lot of support but they don't
want to fall totally off the support for Help Desk either (what if they
ever want more licenses?).  They don't need a $50 product either and I
can assure you they will not want to pay for that.  They are very happy
with their custom apps and the Help Desk app.  They don't have the
cycles or the money to even have a full-time Remedy person - witness I
am only helping them a few hours here and there.  As for the full ITSM
suite, it is still way more than they need or want at this point.  They
use the little Asset form to track servers only, but don't require nor
would they use a real CMDB.  I can appreciate BMC's position relative to
the marketplace.  I just think that there are lots of us left who, for
various reasons, cannot or do not choose to move in their direction.  If
they could provide a re-release of 5.6 as it existed and provide even
limited support then I would be more than happy to slap that on.  There
are factions at that company that would like to dump Remedy - I would
prefer not to help give them any reason to do so.  
:)  
 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, February 14, 2008 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


** Exactly the point I made a couple weeks ago, William, with the added
point that companies that currently have ITSM 5.x would STILL have to do
a complete application replacement, just as if they went to ITSM 7.  And
since the prospective customers are at least partially already BMC
customers, the very valid question is:  What's the point of spending $10
to make and sell a flawed $2 product, as opposed to spending $20 to make
and sell a $50 product?

Maybe the sweet spot is to re-release ITSM 5.x to those who ask for it,
but with only limited support.  I can't see a lot of cycles being spent
at BMC to do more than that.

Rick


On Thu, Feb 14, 2008 at 12:17 PM, William Rentfrow
<[EMAIL PROTECTED]> wrote:


** 
I don't know that it's in BMC's best interest to create a "lite"
version of HelpDesk on the ARS platform for several reasons.
 
First - the application would be just as scalable as the ITSM
suite is now - the scalability of Remedy has to do with the AR Server,
etc, and very little to do with the application (as long as the code is
tight, particularly indexing and searching).  Anyone with familiarity
for the system would buy the lower end version and customize for
presumably less money overall.
 
Second - they'd be undercutting the principle(s) of going to a
full ITIL compliant ITSM application.  Whether or not you drink the ITIL
Kool-aid it's easy to see that a light application that had a few forms
and just took basic information would undercut the philosophy.  The big
customers would have every justified right to say "Umm...why are you
pushing ITIL/CMDB on us if it's not really necessary - your other app
doesn't have it".
 
Third - pick any medium sized company - which application would
they focus on buying?  How would they even know what the right choice
was? It would be a constant battle within BMC to approach the customer
with the "small" vs. "big" product lines - especially when they have the
same inherent scalability and the large product line can be implemented
in a "small" way just by doing Incident Management.
 
Just my $0.02.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of john rosquist
Sent: Thursday, February 14, 2008 12:54 PM 

To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


** 
Shawn,
 
I think you are right on. Sharepoint is a compelling
application. Infopath is not quite there, but a very good start. 
 
All that is needed is a flexible business rules engine and
bingo!  With 44Billion to toss around, (since yahoo didn'y bite), I sure
that can get there if they want.
 
BMC seems to want to reel in all the big fish first, while
ignoring the "middle" market.  IMO, Remedy (Corp) worked the otherway
around -- the small fish then bigger fish, and then got gobbled up...
 
Sad.
 
John


- Original Message 
From: "Pierson, Shawn" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 14, 2008 12:16:09 PM
Subject: Re: HelpDesk Lite (was: Compa

7.1 Email weirdness

[Moore, Chris]

Hey everyone-

 

We are having an interesting issue with the email engine.  We had an
outgoing and incoming email box, ID #s 1 and 2 which we disabled and
created 2 new ones, #3 and 4.  When sending emails directly from the
messages form, everything works fine, however the filters which send
emails are still trying to use the original disabled mailboxes.

 

Any way I can prevent this?

 

Thanks,

Chris


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Re: HelpDesk Lite (was: Company Dropping Remedy)

[Rick Cook]

Exactly the point I made a couple weeks ago, William, with the added point
that companies that currently have ITSM 5.x would STILL have to do a
complete application replacement, just as if they went to ITSM 7.  And since
the prospective customers are at least partially already BMC customers, the
very valid question is:  What's the point of spending $10 to make and sell a
flawed $2 product, as opposed to spending $20 to make and sell a $50
product?

Maybe the sweet spot is to re-release ITSM 5.x to those who ask for it, but
with only limited support.  I can't see a lot of cycles being spent at BMC
to do more than that.

Rick

On Thu, Feb 14, 2008 at 12:17 PM, William Rentfrow <
[EMAIL PROTECTED]> wrote:

> ** I don't know that it's in BMC's best interest to create a "lite"
> version of HelpDesk on the ARS platform for several reasons.
>
> First - the application would be just as scalable as the ITSM suite is now
> - the scalability of Remedy has to do with the AR Server, etc, and very
> little to do with the application (as long as the code is tight,
> particularly indexing and searching).  Anyone with familiarity for the
> system would buy the lower end version and customize for presumably less
> money overall.
>
> Second - they'd be undercutting the principle(s) of going to a full ITIL
> compliant ITSM application.  Whether or not you drink the ITIL Kool-aid it's
> easy to see that a light application that had a few forms and just took
> basic information would undercut the philosophy.  The big customers would
> have every justified right to say "Umm...why are you pushing ITIL/CMDB on us
> if it's not really necessary - your other app doesn't have it".
>
> Third - pick any medium sized company - which application would they focus
> on buying?  How would they even know what the right choice was? It would be
> a constant battle within BMC to approach the customer with the "small" vs.
> "big" product lines - especially when they have the same inherent
> scalability and the large product line can be implemented in a "small" way
> just by doing Incident Management.
>
> Just my $0.02.
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *john rosquist
> *Sent:* Thursday, February 14, 2008 12:54 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: HelpDesk Lite (was: Company Dropping Remedy)
>
> ** Shawn,
>
> I think you are right on. Sharepoint is a compelling application. Infopath
> is not quite there, but a very good start.
>
> All that is needed is a flexible business rules engine and bingo!  With
> 44Billion to toss around, (since yahoo didn'y bite), I sure that can get
> there if they want.
>
> BMC seems to want to reel in all the big fish first, while ignoring the
> "middle" market.  IMO, Remedy (Corp) worked the otherway around -- the small
> fish then bigger fish, and then got gobbled up...
>
> Sad.
>
> John
>
> - Original Message 
> From: "Pierson, Shawn" <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Thursday, February 14, 2008 12:16:09 PM
> Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)
>
> Carey,
>
> I think that ideally, smaller businesses that want to use ARS (which BMC
> doesn't market aggressively enough) should pursue other options.  There
> are vendors, some that post on here, that provide other ITSM suites that
> are cheaper, simpler, and are probably just as good if not better than
> the BMC applications.
>
> What you will probably see in the future is that Microsoft will eat
> BMC's lunch on small to mid-sized businesses within the next five years.
> We have people in my company that want to get rid of Remedy and go to an
> all-Microsoft solution (fortunately, those people don't have that much
> sway.)  In the end though, you'll see ARS functionality replaced by
> Infopath and .NET for more complex development.  You'll see their
> service management application tied in as part of Sharepoint but already
> integrated with MOM as the discovery suite for the CMDB and the alert
> system for changes and incidents.  Microsoft is pursuing the market from
> the opposite side of what BMC is doing, but they'll eventually get the
> business you're talking about.
>
> If BMC started pushing ARS as one of their primary products, I think
> they would find a lot more clients.  I can build something in ARS in one
> hour that would take at least a week for a .NET developer.  BMC needs to
> advertise the fact that they have a development tool to build web
> enabled database-backed applications that can be cranked out much faster
> than .NET or Java.
>
> Shawn Pierson
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Thursday, February 14, 2008 11:07 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)
>
> Candace,
>
> So does BMC consider Verizon to be a Small to Medi

Re: HelpDesk Lite (was: Company Dropping Remedy)

[William Rentfrow]

I don't know that it's in BMC's best interest to create a "lite" version
of HelpDesk on the ARS platform for several reasons.
 
First - the application would be just as scalable as the ITSM suite is
now - the scalability of Remedy has to do with the AR Server, etc, and
very little to do with the application (as long as the code is tight,
particularly indexing and searching).  Anyone with familiarity for the
system would buy the lower end version and customize for presumably less
money overall.
 
Second - they'd be undercutting the principle(s) of going to a full ITIL
compliant ITSM application.  Whether or not you drink the ITIL Kool-aid
it's easy to see that a light application that had a few forms and just
took basic information would undercut the philosophy.  The big customers
would have every justified right to say "Umm...why are you pushing
ITIL/CMDB on us if it's not really necessary - your other app doesn't
have it".
 
Third - pick any medium sized company - which application would they
focus on buying?  How would they even know what the right choice was? It
would be a constant battle within BMC to approach the customer with the
"small" vs. "big" product lines - especially when they have the same
inherent scalability and the large product line can be implemented in a
"small" way just by doing Incident Management.
 
Just my $0.02.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of john rosquist
Sent: Thursday, February 14, 2008 12:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


** 
Shawn,
 
I think you are right on. Sharepoint is a compelling application.
Infopath is not quite there, but a very good start. 
 
All that is needed is a flexible business rules engine and bingo!  With
44Billion to toss around, (since yahoo didn'y bite), I sure that can get
there if they want.
 
BMC seems to want to reel in all the big fish first, while ignoring the
"middle" market.  IMO, Remedy (Corp) worked the otherway around -- the
small fish then bigger fish, and then got gobbled up...
 
Sad.
 
John


- Original Message 
From: "Pierson, Shawn" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 14, 2008 12:16:09 PM
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Carey,

I think that ideally, smaller businesses that want to use ARS (which BMC
doesn't market aggressively enough) should pursue other options.  There
are vendors, some that post on here, that provide other ITSM suites that
are cheaper, simpler, and are probably just as good if not better than
the BMC applications.

What you will probably see in the future is that Microsoft will eat
BMC's lunch on small to mid-sized businesses within the next five years.
We have people in my company that want to get rid of Remedy and go to an
all-Microsoft solution (fortunately, those people don't have that much
sway.)  In the end though, you'll see ARS functionality replaced by
Infopath and .NET for more complex development.  You'll see their
service management application tied in as part of Sharepoint but already
integrated with MOM as the discovery suite for the CMDB and the alert
system for changes and incidents.  Microsoft is pursuing the market from
the opposite side of what BMC is doing, but they'll eventually get the
business you're talking about.

If BMC started pushing ARS as one of their primary products, I think
they would find a lot more clients.  I can build something in ARS in one
hour that would take at least a week for a .NET developer.  BMC needs to
advertise the fact that they have a development tool to build web
enabled database-backed applications that can be cranked out much faster
than .NET or Java.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, February 14, 2008 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Candace,

So does BMC consider Verizon to be a Small to Medium company? :) Just
kidding.


I think the point is that the BMC OOB applications are not targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to want
to "move away" from what they already have/know to something that is
(even in the words of the vendor selling both products) "less"
powerful/robust? And then maybe move back to the product they left
"when their needs grow enough to warrant that power/robustness".

However, we can only buy what they have to sell. If it does not
satisfy, then we have no other choice but to look for something that
will satisfy. With ARS we can either buy an application from another
company or build it yourself. (At least there are options.)  I wonder
if there are any other companies o

Re: Friday Humor: Google and Chuck Norris.. (Corrected)

[Susan Palmer]

True enough ... but I don't think it is in New Jersey ... I think that is
where Joe is, not sure!

On Thu, Feb 14, 2008 at 1:44 PM, Drew Shuller <[EMAIL PROTECTED]> wrote:

> It's Friday somewhere!!
>
> Drew
>
>
> On Thu, 14 Feb 2008, Susan Palmer wrote:
>
> > Is it Friday  
> >
> > On Thu, Feb 14, 2008 at 12:33 PM, Joe DeSouza <[EMAIL PROTECTED]>
> wrote:
> >
> >> **
> >> Type *Find Chuck Norris* in the Search bar and then press 'I'm Feeling
> >> Lucky'
> >>
> >>  --
> >> Looking for last minute shopping deals? Find them fast with Yahoo!
> Search.<
> http://us.rd.yahoo.com/evt=51734/*http://tools.search.yahoo.com/newsearch/category.php?category=shopping
> >
> >> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> >> html___
> >>
> >
> >
> ___
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>
>
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Re: Friday Humor: Google and Chuck Norris

[Gayford, Matthew C.]

It's been relocated to Shattrath.

 



 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Thursday, February 14, 2008 2:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Friday Humor: Google and Chuck Norris

 

** 

On noit's Barrens chat all over again...

 



 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, February 14, 2008 12:30 PM
To: arslist@ARSLIST.ORG
Subject: Friday Humor: Google and Chuck Norris

** 

Open up Google, and type Chuck Norris and istead of pressing 'Google
Search' press 'I'm Feeling Lucky'..

 

See what you get :-)

 

Joe

 



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it now.
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Re: Friday Humor: Google and Chuck Norris

[William Rentfrow]

On noit's Barrens chat all over again...
 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, February 14, 2008 12:30 PM
To: arslist@ARSLIST.ORG
Subject: Friday Humor: Google and Chuck Norris


** 
Open up Google, and type Chuck Norris and istead of pressing 'Google
Search' press 'I'm Feeling Lucky'..
 
See what you get :-)
 
Joe



Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try
it now.
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Re: Friday Humor: Google and Chuck Norris.. (Corrected)

[Drew Shuller]

It's Friday somewhere!!

Drew


On Thu, 14 Feb 2008, Susan Palmer wrote:


Is it Friday  

On Thu, Feb 14, 2008 at 12:33 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:


**
Type *Find Chuck Norris* in the Search bar and then press 'I'm Feeling
Lucky'

 --
Looking for last minute shopping deals? Find them fast with Yahoo! 
Search.
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___



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Re: Friday Humor: Google and Chuck Norris.. (Corrected)

[Pierson, Shawn]

In New Zealand it is.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Thursday, February 14, 2008 1:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Friday Humor: Google and Chuck Norris.. (Corrected)



** Is it Friday  

On Thu, Feb 14, 2008 at 12:33 PM, Joe DeSouza <[EMAIL PROTECTED]>
wrote:

**

Type Find Chuck Norris in the Search bar and then press 'I'm Feeling
Lucky'





Looking for last minute shopping deals? Find them fast with Yahoo!
Search.


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


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html___


Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

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Re: Friday Humor: Google and Chuck Norris.. (Corrected)

[Susan Palmer]

Is it Friday  

On Thu, Feb 14, 2008 at 12:33 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:

> **
> Type *Find Chuck Norris* in the Search bar and then press 'I'm Feeling
> Lucky'
>
>  --
> Looking for last minute shopping deals? Find them fast with Yahoo! 
> Search.
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>

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Work Info Types in Change Managment v7.0.01 ptch 6

[Louis Cobuccio]

Good afternoon List,

I've been seeing some inconsistencies within Change Management and was 
wondering if anyone else is seeing the same.

I've seen this issue with both patch 5 & 6 for v 7.0.01.   Some Work
Info 
Types show Locked* Yes and others show Locked* No when Viewing them in a

Change Ticket.   There doesn't seem to be a rhyme or reason for this.
As a 
matter of fact if there are two separate entries with the same type
listed 
one shows Locked while the other shows "Un"Locked.  This is causing a
bit 
of an issue as some users are trying to added attachments and edit
existing 
Work Info entries only to see them not take or to see the other entry
with 
the same type get updated instead.

We are a Windows shop, Windows Server 2003 w/SQL 2005 database.  AR
System 
7.0.01 Patch 6.

Thanks,
Lou

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Re: Dynamic Group Access

[Susan Palmer]

Yes I knew about the admin tool, but the thought of doing it that way to a
couple thousand fields was nauseating.

Third party tool suggestions if you've used any?

Thanks,
Susan

On Thu, Feb 14, 2008 at 11:08 AM, Carey Matthew Black <[EMAIL PROTECTED]>
wrote:

> Susan,
>
> Admin tool ... Groups object... Fields tab... And pick the right fields.
>
> There are also other "third party tools" that attack setting field
> permissions in mass too.
>
> --
> 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 Thu, Feb 14, 2008 at 11:31 AM, Susan Palmer <[EMAIL PROTECTED]>
> wrote:
> > **
>  > Thanks Matt,
> >
> > That explanation was very clear and the conclusion I came to also so
> it's
> > good to know my thinking is correct.
> >
> > Now I just need to find the best/easiest way to add the group to
> thousands
> > of fields.
> >
> > Thanks,
> > Susan
> >
> >
> >
> > On Thu, Feb 14, 2008 at 8:40 AM, Carey Matthew Black <
> [EMAIL PROTECTED]>
> > wrote:
> >
> > >
> > >
> > >
> > > Susan,
> > >
> > > Permissions in ARS are in layers... Additive layers.
> > >
> > > A) First a user must have access to the Form.
> > > B) Next the user needs to have access to Field 1.
> > > C) Next the user needs to have access to any of the other fields on
> the
> > form.
> > >
> > > The key here is that the user does not have to gain access to all
> > > levels via the same Access Control group.
> > >
> > >
> > > So...
> > >
> > > A) Lets say you have a form that is "Public (Hidden)".
> > >So all users can "use" the form, but not see it in there "Object
> > list"s.
> > >
> > > B) The permissions on Field 1 have these three groups:
> > > Helpdesk, (some groupID)
> > > AllCustomers, (some groupID)
> > > Dynamic60001 (groupID=60001)
> > >
> > > So any user that is in "Helpdesk", or "AllCustomers" would have access
> > > to all records (field 1 values) in the form.
> > > However the third group is a reference to data in each record. So to
> > > know who fits in that group the Application server has to look at the
> > > record in question and check the data in $USER $'s 'Group List'
> > > against the data in the field $60001$ for that record. (Any match
> > > grants access to the record.)
> > >
> > > C) Then the server will check the permissions on each field and see if
> > > the $USER $ has access to the field.
> > > Again... dynamic groups, or "static" groups can be used on any
> > > field and not just field 1.
> > >
> > > Also... the "dynamic groups" are a list of: Static Groups, User Names,
> > > or Roles (for Deployable applications only). To keep things a bit
> > > simpler... think of Roles as "Static groups". The thing about "dynamic
> > > groups" is that they are defined on a record by record basis. So if
> > > one record has a value of : 'bob';"Helpdesk" then for that record all
> > > members of the group "Helpdesk" and also the user 'bob' would be a
> > > member of that dynamic group for that record.
> > >
> > >
> > > So let's say we have two other fields to talk about.
> > >
> > > 'Status'
> > >  Permissions: Public (View),  HelpDesk(Change)
> > > 'Short Description'
> > >  Permissions: HelpDesk(Change), Dynamic60001(Change)
> > >
> > > If the $USER $'s group list is blank then they will be able to see
> > 'Status'.
> > >  They MAY also be able to see 'Short Description', If and only if
> > > their user name appears in the 'Dynamic60001' field in single quotes.
> > >
> > > If the $USER $'s group list contains "HelpDesk" then they will be able
> > > to see both fields.
> > >
> > > If the $USER $'s group list is not blank, and does not contain
> > > "HelpDesk" then they will be able to see 'Status'.
> > >  They MAY also be able to see 'Short Description', If and only if
> > > their user name appears in the 'Dynamic60001' field in single quotes.
> > >
> > >
> > > So... the question becomes What are the permissions on the fields,
> > > and what fields should these users (the ones that you put into the
> > > 'Dynamic61' field) be able to access?
> > >
> > >
> > > That may not have been the best example... but I hope it helps.
> > >
> > > --
> > > 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 Wed, Feb 13, 2008 at 6:28 PM, Susan Palmer <[EMAIL PROTECTED]>
> > wrote:
> > > > **
> > >
> > >
> > >
> > > > Hi everyone,
> > > >
> > > > For the most part our system deals with external customer companies.
> > Until
> > > > now we all access pretty well everything with no problems.  Now we
> want
> > to
> > > > give access to a distributor we use and allow them to access
> particular
> > > > customers they work with on our behalf.  In actuality only about
> 3-5% of
> > our

Re: More than one instance of User Tool on same PC

[Susan Palmer]

Thank you all for your input.

I'm drawing the conclusion that it is ok.  The user in question has a fixed
license.  Since we live in such an instantaneous world, waiting for a report
to run and not being able to work on a Task or HT is too inconvenient.  In
her case she works with field techs at customer locations and has to track
if they have all checked in at appropriate scheduled times, which checking
them in when they call.

I guess there could be instances when she's working with two techs at one
time and could be modifying tickets on both instances but the consensus
seems to be that it is the same user doing the work and that is ok.   This
falls in line with Appajee's explanation.

Have to say that Matt gets kudos for creativity.

Thanks,
Susan



On Thu, Feb 14, 2008 at 12:36 PM, Carey Matthew Black <[EMAIL PROTECTED]>
wrote:

> I would even tack on this thought...
>
> If one of those sessions are "read only" (You said Reporting, I say
> "read only") then the user could be issued a free (and IP independent)
> second account with a "Read-restricted" license too. That should be
> totally acceptable to the license agreement and maybe even preferable
> for the user. (Depending on the user. :) )
>
> However, there is also a setting in the User tool to allow the user to
> do "reporting" from an alternate ARS server too. Maybe the user is
> working to hard by not using that setting?  ( Or is the user doing
> reporting from both servers? If so then ignore that thought. :) )
>
> --
> 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 Thu, Feb 14, 2008 at 12:22 PM, Papolu, Appajee
> <[EMAIL PROTECTED]> wrote:
> > You can run any number of User Tool (for that matter, any AR API client
> programs) instances from one PC using the same user credentials. The same
> user cannot run client program(s) from two different boxes -- essentially
> "one user per IP address" equates to his license consumption. The basic
> point is -- if a user were to talk to AR Server as "one" person, so we'll
> associate him/her to that box and consume a license. Does not matter how
> many client programs this person initiates from this box, its all OK from
> our standpoint.
> >
> >  However, if this one person's several instances of User Tool (or,
> whatever client program) are running on behalf of some other folks -- as in,
> some "creative" mechanism to route several different users activities via
> this one user's credentials as well as thru his machine -- of course, this
> creative usage is breaching the licensing contract. In any case, I'm not a
> legal guy, but at the point of such creative usage scenarios popping up --
> it is better for you to NOT implement such, but to contact your Remedy
> support/sales/account contact person(s) to decide on next steps.
> >
> >  Appajee
> >
> >
> >  
> >
> >  From: Action Request System discussion list(ARSList) on behalf of Susan
> Palmer
> >  Sent: Thu 2/14/2008 8:39 AM
> >  To: arslist@ARSLIST.ORG
> >
> > Subject: More than one instance of User Tool on same PC
> >
> >
> >  **
> >
> >
> > Hi everyone,
> >
> >  I strongly believe in following license agreements and believe we have.
>  I knew that when we upgraded to v7.x you could no longer go from PC to PC
> and log in without receiving the message and releasing the other PC.
> >
> >  I just assumed I guess that meant you couldn't log in twice at one PC.
>  Yes, I knew I could do it but then again I am all powerful admin.
> >
> >  It was brought to my attention today that a solution they used for one
> of our customers is to give her two monitors and she can log into to user
> tools and use one on each monitor.  No, she doesn't work that fast but
> she'll run reports on one and do work on the other.
> >
> >  Is that feature acceptable in the licensing scheme of things?
> >
> >  Thanks,
> >  Susan
> >
> >  Susan Palmer
> >  ShopperTrak
> >  ARS v 7.0.1P3, server, user, admin
> >  Oracle 10g
> >  Windows 2003
>
>
> ___
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>

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KM Quick Quick Search

[Alan West]

Afternoon, 
 
I am working on site looking at KM for our production server. When I log into 
the KM Main console and search using the Quick Search option I see the Search 
Result show 1 - 25 / 85 
Indicating that there should be 85 results yet I can't see anything below this.
 
On my UAT environment I can run the same and see the 85 records listed below.
 
When I run a search using the Advanced Search the Search Results show on both.
 
Can anyone advise where to start looking for the answer to this one?
 
ITSM V7
SQL Server 2005
Kind Regards Alan D West
_
Share what Santa brought you
https://www.mycooluncool.com
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Re: HelpDesk Lite (was: Company Dropping Remedy)

[john rosquist]

Shawn,

I think you are right on. Sharepoint is a compelling application. Infopath is 
not quite there, but a very good start. 

All that is needed is a flexible business rules engine and bingo!  With 
44Billion to toss around, (since yahoo didn'y bite), I sure that can get there 
if they want.

BMC seems to want to reel in all the big fish first, while ignoring the 
"middle" market.  IMO, Remedy (Corp) worked the otherway around -- the small 
fish then bigger fish, and then got gobbled up...

Sad.

John


- Original Message 
From: "Pierson, Shawn" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 14, 2008 12:16:09 PM
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Carey,

I think that ideally, smaller businesses that want to use ARS (which BMC
doesn't market aggressively enough) should pursue other options.  There
are vendors, some that post on here, that provide other ITSM suites that
are cheaper, simpler, and are probably just as good if not better than
the BMC applications.

What you will probably see in the future is that Microsoft will eat
BMC's lunch on small to mid-sized businesses within the next five years.
We have people in my company that want to get rid of Remedy and go to an
all-Microsoft solution (fortunately, those people don't have that much
sway.)  In the end though, you'll see ARS functionality replaced by
Infopath and .NET for more complex development.  You'll see their
service management application tied in as part of Sharepoint but already
integrated with MOM as the discovery suite for the CMDB and the alert
system for changes and incidents.  Microsoft is pursuing the market from
the opposite side of what BMC is doing, but they'll eventually get the
business you're talking about.

If BMC started pushing ARS as one of their primary products, I think
they would find a lot more clients.  I can build something in ARS in one
hour that would take at least a week for a .NET developer.  BMC needs to
advertise the fact that they have a development tool to build web
enabled database-backed applications that can be cranked out much faster
than .NET or Java.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, February 14, 2008 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Candace,

So does BMC consider Verizon to be a Small to Medium company? :) Just
kidding.


I think the point is that the BMC OOB applications are not targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to want
to "move away" from what they already have/know to something that is
(even in the words of the vendor selling both products) "less"
powerful/robust? And then maybe move back to the product they left
"when their needs grow enough to warrant that power/robustness".

However, we can only buy what they have to sell. If it does not
satisfy, then we have no other choice but to look for something that
will satisfy. With ARS we can either buy an application from another
company or build it yourself. (At least there are options.)  I wonder
if there are any other companies out there that could sell you a
"Magic based" application to do Process "X" for your company?

If BMC does not fill the application need, then I would suggest that
ARS customers turn to other vendors that are filling the need for
them.  Maybe it will still be ARS based, maybe not. But that is the
"risk" that BMC takes when they provide no other options to their
customers. (Switching from ARS to Magic or ARS to Oracle Applications
may require the same amount of effort. The customer should consider
all options.) I am sure BMC is aware of this condition. Obviously some
existing (affected) customers will not like the options they have been
given. [ Pay more(ITSM v7), or do more work(switch platforms) and get
less]


In short.. I think BMC is targeting "new" customers and mostly "BIG"
customers at that. So the existing and/or smaller customers "get the
leftovers" and may decide that what BMC has to offer is no longer
"good enough" for them.


Customer:
  Vote with your money.
  They will listen, or they will fade away into the distance with
their head in the sand as you move your business to greener pastures.

--
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 Thu, Feb 14, 2008 at 10:41 AM, Decou, Candace M
<[EMAIL PROTECTED]> wrote:
> **
>
> And if it is Magic based and not ARS based, does that mean an entirely
new
> implementation for my small size client who needs to upgrade from Help
Desk
> 5.6?  In other words, no upgrade path from where we are to where we
need to
> go? 

Re: HelpDesk Lite (was: Company Dropping Remedy)

[Decou, Candace M]

No, there is nothing keeping me from an ARS upgrade to 7.x - they wanted
to upgrade the Help Desk app also and I ran into problems trying to get
the CMDB to install.  Now that I've gained more experience through the
6.x and 7.x ITSM apps I just don't think that it will fit their needs.
But I like the idea of simply upgrading the ARS and leave them be for
the rest of it.  As for support, well yes, they would fall off of it for
the HPD part, but that's why they have me, right?
Thanks!
:)  


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Thursday, February 14, 2008 10:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

I understand that you aren't supported for the app if you don't upgrade
it. I just wasn't sure if there was something keeping Candace from
moving their existing HPD solution onto the ARS 7.x platform besides app
support. I didn't know if there was a core change in the ARS system that
wouldn't allow the older ITSM to work on the ARS 7.x platform.

- 

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 Timothy Powell
Sent: Thursday, February 14, 2008 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the
support matrix for that app.

TP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Thursday, February 14, 2008 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

I haven't looked at it yet because I have too much on my plate right now
as it is, but is it not possible to upgrade to 7.x ARS and keep the
existing HPD system? Or are you talking about falling off App as well as
ARS support?

- 

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 Decou, Candace M
Sent: Thursday, February 14, 2008 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


LOL - No Carey, but I do support another company which is a small/mid
size client. Been with them for years now really and just provide
part-time (evening/weekend) as needed support (and
upgrades/customizations when necessary).  

I so agree with what you are saying too and maybe you are right - maybe
it's time for me to look for a 5.6 Help Desk 3rd party type of
replacement for them, or build something from scratch.  I'm petty darn
sure that they can upgrade to 7.x ARS for all their custom applications,
it's only the Help Desk piece I am concerned with for them. The really
good news is that this client has managed to build applications
supporting tech support, training, test centers, engineering, RMA and
customer facing interfaces all using older ARS technology, all of which
have migrated beautifully along the normal ARS upgrade paths (currently
at 6x).  Then we slapped Help Desk on top of all that a few years ago
and everything is relatively flawless.  They just don't want to fall off
of support and I have a heck of a time trying to see that an upgrade on
the Help Desk side is to their benefit given the huge overhead of what
it is vs. what they need.


Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, February 14, 2008 9:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Candace,

So does BMC consider Verizon to be a Small to Medium company? :) Just
kidding.


I think the point is that the BMC OOB applications are not targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to want to
"move away" from what they already have/know to something that is (even
in the words of th

Re: More than one instance of User Tool on same PC

[Carey Matthew Black]

I would even tack on this thought...

If one of those sessions are "read only" (You said Reporting, I say
"read only") then the user could be issued a free (and IP independent)
second account with a "Read-restricted" license too. That should be
totally acceptable to the license agreement and maybe even preferable
for the user. (Depending on the user. :) )

However, there is also a setting in the User tool to allow the user to
do "reporting" from an alternate ARS server too. Maybe the user is
working to hard by not using that setting?  ( Or is the user doing
reporting from both servers? If so then ignore that thought. :) )

-- 
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 Thu, Feb 14, 2008 at 12:22 PM, Papolu, Appajee
<[EMAIL PROTECTED]> wrote:
> You can run any number of User Tool (for that matter, any AR API client 
> programs) instances from one PC using the same user credentials. The same 
> user cannot run client program(s) from two different boxes -- essentially 
> "one user per IP address" equates to his license consumption. The basic point 
> is -- if a user were to talk to AR Server as "one" person, so we'll associate 
> him/her to that box and consume a license. Does not matter how many client 
> programs this person initiates from this box, its all OK from our standpoint.
>
>  However, if this one person's several instances of User Tool (or, whatever 
> client program) are running on behalf of some other folks -- as in, some 
> "creative" mechanism to route several different users activities via this one 
> user's credentials as well as thru his machine -- of course, this creative 
> usage is breaching the licensing contract. In any case, I'm not a legal guy, 
> but at the point of such creative usage scenarios popping up -- it is better 
> for you to NOT implement such, but to contact your Remedy 
> support/sales/account contact person(s) to decide on next steps.
>
>  Appajee
>
>
>  
>
>  From: Action Request System discussion list(ARSList) on behalf of Susan 
> Palmer
>  Sent: Thu 2/14/2008 8:39 AM
>  To: arslist@ARSLIST.ORG
>
> Subject: More than one instance of User Tool on same PC
>
>
>  **
>
>
> Hi everyone,
>
>  I strongly believe in following license agreements and believe we have.  I 
> knew that when we upgraded to v7.x you could no longer go from PC to PC and 
> log in without receiving the message and releasing the other PC.
>
>  I just assumed I guess that meant you couldn't log in twice at one PC.  Yes, 
> I knew I could do it but then again I am all powerful admin.
>
>  It was brought to my attention today that a solution they used for one of 
> our customers is to give her two monitors and she can log into to user tools 
> and use one on each monitor.  No, she doesn't work that fast but she'll run 
> reports on one and do work on the other.
>
>  Is that feature acceptable in the licensing scheme of things?
>
>  Thanks,
>  Susan
>
>  Susan Palmer
>  ShopperTrak
>  ARS v 7.0.1P3, server, user, admin
>  Oracle 10g
>  Windows 2003

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Friday Humor: Google and Chuck Norris.. (Corrected)

[Joe DeSouza]

Type Find Chuck Norris in the Search bar and then press 'I'm Feeling Lucky'


  

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

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Friday Humor: Google and Chuck Norris

[Joe DeSouza]

Open up Google, and type Chuck Norris and istead of pressing 'Google Search' 
press 'I'm Feeling Lucky'..

See what you get :-)

Joe


  

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

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Re: HelpDesk Lite (was: Company Dropping Remedy)

[Decou, Candace M]

Yes, Timothy is correct.  We could continue to be supported at the ARS
level but we're getting way behind at the app level. The client would
like to upgrade but it has now become more of a nightmare than anything.
So I am familiar with Buoyant Solutions [EMAIL PROTECTED] stuff - what else is
out there as a 3rd party Help Desk app that I might want to review? 


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Thursday, February 14, 2008 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the
support matrix for that app.

TP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Thursday, February 14, 2008 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

I haven't looked at it yet because I have too much on my plate right now
as it is, but is it not possible to upgrade to 7.x ARS and keep the
existing HPD system? Or are you talking about falling off App as well as
ARS support?

- 

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 Decou, Candace M
Sent: Thursday, February 14, 2008 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


LOL - No Carey, but I do support another company which is a small/mid
size client. Been with them for years now really and just provide
part-time (evening/weekend) as needed support (and
upgrades/customizations when necessary).  

I so agree with what you are saying too and maybe you are right - maybe
it's time for me to look for a 5.6 Help Desk 3rd party type of
replacement for them, or build something from scratch.  I'm petty darn
sure that they can upgrade to 7.x ARS for all their custom applications,
it's only the Help Desk piece I am concerned with for them. The really
good news is that this client has managed to build applications
supporting tech support, training, test centers, engineering, RMA and
customer facing interfaces all using older ARS technology, all of which
have migrated beautifully along the normal ARS upgrade paths (currently
at 6x).  Then we slapped Help Desk on top of all that a few years ago
and everything is relatively flawless.  They just don't want to fall off
of support and I have a heck of a time trying to see that an upgrade on
the Help Desk side is to their benefit given the huge overhead of what
it is vs. what they need.


Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, February 14, 2008 9:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Candace,

So does BMC consider Verizon to be a Small to Medium company? :) Just
kidding.


I think the point is that the BMC OOB applications are not targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to want to
"move away" from what they already have/know to something that is (even
in the words of the vendor selling both products) "less"
powerful/robust? And then maybe move back to the product they left "when
their needs grow enough to warrant that power/robustness".

However, we can only buy what they have to sell. If it does not satisfy,
then we have no other choice but to look for something that will
satisfy. With ARS we can either buy an application from another company
or build it yourself. (At least there are options.)  I wonder if there
are any other companies out there that could sell you a "Magic based"
application to do Process "X" for your company?

If BMC does not fill the application need, then I would suggest that ARS
customers turn to other vendors that are filling the need for them.
Maybe it will still be ARS based, maybe not. But that is the "risk" that
BMC takes when they provide no other options to their customers.
(Switching from ARS to Magic or ARS to O

Re: Upgrade from 6.3 to 7.1

[LJ Longwing]

We are running Server 2k3 and SQL 2k and did the upgrade from 6.3 to 7.1
initial release with no issues.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mudit Chaudhry
Sent: Wednesday, February 13, 2008 11:57 PM
To: arslist@ARSLIST.ORG
Subject: Upgrade from 6.3 to 7.1


** 
Folks,
 
We are in process of upgrading ARS from 6.3 to 7.1. Just wanted to get an
opinion of people who have done this. 
Any issues that we should watch out for? Our environment is Windows 2000 OS
and MS SQL 2000 database. 
 
Thanks
Mudit
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ 

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Re: HelpDesk Lite (was: Company Dropping Remedy)

[Axton]

But it's nothing to sweat.  What kind of support did anyone ever received
for the 5.x apps anyway?  With the 5.x apps, most everything is workflow, so
support is really only required when there is a defect in the binary parts
of the product.

Axton Grams

On Thu, Feb 14, 2008 at 12:56 PM, Timothy Powell <
[EMAIL PROTECTED]> wrote:

> Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the
> support matrix for that app.
>
> TP
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
> Sent: Thursday, February 14, 2008 12:46 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)
>
> I haven't looked at it yet because I have too much on my plate right now
> as it is, but is it not possible to upgrade to 7.x ARS and keep the
> existing HPD system? Or are you talking about falling off App as well as
> ARS support?
>
> -
>
> 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 Decou, Candace M
> Sent: Thursday, February 14, 2008 9:31 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)
>
>
> LOL - No Carey, but I do support another company which is a small/mid
> size client. Been with them for years now really and just provide
> part-time (evening/weekend) as needed support (and
> upgrades/customizations when necessary).
>
> I so agree with what you are saying too and maybe you are right - maybe
> it's time for me to look for a 5.6 Help Desk 3rd party type of
> replacement for them, or build something from scratch.  I'm petty darn
> sure that they can upgrade to 7.x ARS for all their custom applications,
> it's only the Help Desk piece I am concerned with for them. The really
> good news is that this client has managed to build applications
> supporting tech support, training, test centers, engineering, RMA and
> customer facing interfaces all using older ARS technology, all of which
> have migrated beautifully along the normal ARS upgrade paths (currently
> at 6x).  Then we slapped Help Desk on top of all that a few years ago
> and everything is relatively flawless.  They just don't want to fall off
> of support and I have a heck of a time trying to see that an upgrade on
> the Help Desk side is to their benefit given the huge overhead of what
> it is vs. what they need.
>
>
> Candace DeCou
>
> DOI Remedy Systems Analyst
> Verizon Business
> Office:  (408) 371-1112
>
> Email: [EMAIL PROTECTED]
>
>
>
> Verizon Business - global capability, personal accountability.
>
> This e-mail is strictly confidential and intended only for use by the
> addressee unless otherwise indicated
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Thursday, February 14, 2008 9:07 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)
>
> Candace,
>
> So does BMC consider Verizon to be a Small to Medium company? :) Just
> kidding.
>
>
> I think the point is that the BMC OOB applications are not targeted
> toward that market.
>
> However, there are other partners (and non partners) that offer
> applications built on ARS for any market for a given task.
>
> I do not know why BMC would expect any existing ARS customer to want to
> "move away" from what they already have/know to something that is (even
> in the words of the vendor selling both products) "less"
> powerful/robust? And then maybe move back to the product they left "when
> their needs grow enough to warrant that power/robustness".
>
> However, we can only buy what they have to sell. If it does not satisfy,
> then we have no other choice but to look for something that will
> satisfy. With ARS we can either buy an application from another company
> or build it yourself. (At least there are options.)  I wonder if there
> are any other companies out there that could sell you a "Magic based"
> application to do Process "X" for your company?
>
> If BMC does not fill the application need, then I would suggest that ARS
> customers turn to other vendors that are filling the need for them.
> Maybe it will still be ARS based, maybe not. But that is the "risk" that
> BMC takes when they provide no other options to their customers.
> (Switching from ARS to Magic or ARS to Oracle Applications may require
> the same amount of effort. The customer should consider all options.) I
> am sure BMC is aware of this condition. Obviously some existing
> (affected) customers will not like the options they have been given. [
> Pay more(ITSM v7), or do more work(switch platforms) and get less]
>
>
> In short.. I think BMC is targeting "new" customers and mostly "BIG"
> customer

Re: HelpDesk Lite (was: Company Dropping Remedy)

[Craig Carter]

I'm not sure that's true...  We upgraded to ARS v7.0.1 P5 but are still
running CSS 5.0.1 due to heavy customization.  Although the support
matrix did not list CSS 5.0.1 as compatible with v7, it runs fine and
required no changes.  There has only been one additional release of CSS
so when I inquired, I was told the app was still supported because they
support the past two versions--the compatibility matrix didn't list it
only because it had not been tested with v7.  There was no known reason
why it wouldn't work.

I believe the apps are independent of the server version and two
versions should be supported regardless of the combination.  We also
have Help Desk v5.6 installed and have no reason to move to ITSM since
our only need is for internal support of about 400 people.

//SIGNED//
Craig Carter
Software Engineer, RSP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Thursday, February 14, 2008 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the
support matrix for that app.

TP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Thursday, February 14, 2008 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

I haven't looked at it yet because I have too much on my plate right now
as it is, but is it not possible to upgrade to 7.x ARS and keep the
existing HPD system? Or are you talking about falling off App as well as
ARS support?

- 

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 Decou, Candace M
Sent: Thursday, February 14, 2008 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


LOL - No Carey, but I do support another company which is a small/mid
size client. Been with them for years now really and just provide
part-time (evening/weekend) as needed support (and
upgrades/customizations when necessary).  

I so agree with what you are saying too and maybe you are right - maybe
it's time for me to look for a 5.6 Help Desk 3rd party type of
replacement for them, or build something from scratch.  I'm petty darn
sure that they can upgrade to 7.x ARS for all their custom applications,
it's only the Help Desk piece I am concerned with for them. The really
good news is that this client has managed to build applications
supporting tech support, training, test centers, engineering, RMA and
customer facing interfaces all using older ARS technology, all of which
have migrated beautifully along the normal ARS upgrade paths (currently
at 6x).  Then we slapped Help Desk on top of all that a few years ago
and everything is relatively flawless.  They just don't want to fall off
of support and I have a heck of a time trying to see that an upgrade on
the Help Desk side is to their benefit given the huge overhead of what
it is vs. what they need.


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, February 14, 2008 9:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Candace,

So does BMC consider Verizon to be a Small to Medium company? :) Just
kidding.


I think the point is that the BMC OOB applications are not targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to want to
"move away" from what they already have/know to something that is (even
in the words of the vendor selling both products) "less"
powerful/robust? And then maybe move back to the product they left "when
their needs grow enough to warrant that power/robustness".

However, we can only buy what they have to sell. If it does not satisfy,
then we have no other choice but to look for something that will
satisfy. With ARS we can either buy an application from another company
or build it yourself. (At least there are options.)  I wonder if there
are any other companies out there that could sell you a "Magic based"
application to do Process "X" for your company?

If BMC does not fill the application need, then I would suggest that ARS
customers turn to other vendors that are filling the need for 

Re: HelpDesk Lite (was: Company Dropping Remedy)

[Fossett, Darrel]

I believe that 5.6 runs on 7.x but I know that 5.5 has issues with 7.x.

Darrel

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Thursday, February 14, 2008 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

I understand that you aren't supported for the app if you don't upgrade
it. I just wasn't sure if there was something keeping Candace from
moving their existing HPD solution onto the ARS 7.x platform besides app
support. I didn't know if there was a core change in the ARS system that
wouldn't allow the older ITSM to work on the ARS 7.x platform.

- 

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 Timothy Powell
Sent: Thursday, February 14, 2008 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the
support matrix for that app.

TP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Thursday, February 14, 2008 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

I haven't looked at it yet because I have too much on my plate right now
as it is, but is it not possible to upgrade to 7.x ARS and keep the
existing HPD system? Or are you talking about falling off App as well as
ARS support?

- 

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 Decou, Candace M
Sent: Thursday, February 14, 2008 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


LOL - No Carey, but I do support another company which is a small/mid
size client. Been with them for years now really and just provide
part-time (evening/weekend) as needed support (and
upgrades/customizations when necessary).  

I so agree with what you are saying too and maybe you are right - maybe
it's time for me to look for a 5.6 Help Desk 3rd party type of
replacement for them, or build something from scratch.  I'm petty darn
sure that they can upgrade to 7.x ARS for all their custom applications,
it's only the Help Desk piece I am concerned with for them. The really
good news is that this client has managed to build applications
supporting tech support, training, test centers, engineering, RMA and
customer facing interfaces all using older ARS technology, all of which
have migrated beautifully along the normal ARS upgrade paths (currently
at 6x).  Then we slapped Help Desk on top of all that a few years ago
and everything is relatively flawless.  They just don't want to fall off
of support and I have a heck of a time trying to see that an upgrade on
the Help Desk side is to their benefit given the huge overhead of what
it is vs. what they need.


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, February 14, 2008 9:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Candace,

So does BMC consider Verizon to be a Small to Medium company? :) Just
kidding.


I think the point is that the BMC OOB applications are not targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to want to
"move away" from what they already have/know to something that is (even
in the words of the vendor selling both products) "less"
powerful/robust? And then maybe move back to the product they left "when
their needs grow enough to warrant that power/robustness".

However, we can only buy what they have to sell. If it does not satisfy,
then we have no other choice but to look for something that will
satisfy. With ARS we can either buy an application from another company
or build it yourself. (At least there are options.)  I wonder if there
are any other companies out there that could sell you a "Magic based"
application to do Process "X" for your company?

If BMC does not fill the application need, then I would suggest that ARS
customers turn to other vendors that are filling the 

7.1 Patch 001 upgrade issue

[Perkins, Starr]

Hello list,

  I attempted to upgrade my server version 7.1.00 Build
001RTDB280865278520200710272157 to 7.1.00 Patch 001 200711161033.
Everything looked great - no issues during install. But much to my
surprise I now have no user or group form. The install did not error. If
I try to import either form from a back up I get a unique index. A look
at the DB shows that the tables still exist and have the expected data
in them.  I would really like to avoid rebuilding this server from
scratch again. Any suggestions? Has anyone else run into any issue with
this upgrade? I have opened a case with BMC but fear they will just
recommend that I rebuild since this same thing happened between my 7.1
to Server Version 7.1.00 Build 001 RTDB280865278520200710272157 upgrade
and in the end we started over.

 

Server Details:

Server Version:

7.1.00 Patch 001 200711161033

Hardware: i686

OS: Linux 2.6.9-55.ELsmp

Database: Oracle - installed on a remote server

DB Version: 10.2.0.2.0 - 64bi

 

 

TIA,

Starr Perkins

VeriSign, Inc.

[EMAIL PROTECTED]


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Re: HelpDesk Lite (was: Company Dropping Remedy)

[Wheeler, Dylan]

I understand that you aren't supported for the app if you don't upgrade
it. I just wasn't sure if there was something keeping Candace from
moving their existing HPD solution onto the ARS 7.x platform besides app
support. I didn't know if there was a core change in the ARS system that
wouldn't allow the older ITSM to work on the ARS 7.x platform.

- 

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 Timothy Powell
Sent: Thursday, February 14, 2008 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the
support matrix for that app.

TP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Thursday, February 14, 2008 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

I haven't looked at it yet because I have too much on my plate right now
as it is, but is it not possible to upgrade to 7.x ARS and keep the
existing HPD system? Or are you talking about falling off App as well as
ARS support?

- 

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 Decou, Candace M
Sent: Thursday, February 14, 2008 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


LOL - No Carey, but I do support another company which is a small/mid
size client. Been with them for years now really and just provide
part-time (evening/weekend) as needed support (and
upgrades/customizations when necessary).  

I so agree with what you are saying too and maybe you are right - maybe
it's time for me to look for a 5.6 Help Desk 3rd party type of
replacement for them, or build something from scratch.  I'm petty darn
sure that they can upgrade to 7.x ARS for all their custom applications,
it's only the Help Desk piece I am concerned with for them. The really
good news is that this client has managed to build applications
supporting tech support, training, test centers, engineering, RMA and
customer facing interfaces all using older ARS technology, all of which
have migrated beautifully along the normal ARS upgrade paths (currently
at 6x).  Then we slapped Help Desk on top of all that a few years ago
and everything is relatively flawless.  They just don't want to fall off
of support and I have a heck of a time trying to see that an upgrade on
the Help Desk side is to their benefit given the huge overhead of what
it is vs. what they need.


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, February 14, 2008 9:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Candace,

So does BMC consider Verizon to be a Small to Medium company? :) Just
kidding.


I think the point is that the BMC OOB applications are not targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to want to
"move away" from what they already have/know to something that is (even
in the words of the vendor selling both products) "less"
powerful/robust? And then maybe move back to the product they left "when
their needs grow enough to warrant that power/robustness".

However, we can only buy what they have to sell. If it does not satisfy,
then we have no other choice but to look for something that will
satisfy. With ARS we can either buy an application from another company
or build it yourself. (At least there are options.)  I wonder if there
are any other companies out there that could sell you a "Magic based"
application to do Process "X" for your company?

If BMC does not fill the application need, then I would suggest that ARS
customers turn to other vendors that are filling the need for them.
Maybe it will still be ARS based, maybe not. But that is the "risk" that
BMC takes when they provide no other options to their customers.
(Switching from ARS to Magic or ARS to Oracle Applications may require
the same amount of effort. The customer should consider all options.) I
am sure BMC is aware of this condition. Obvio

ITSM 7.0.xx Patch 007

[strauss]

Anyone else notice that it looks like the release of Patch 007 for
Change, Incident, and Problem is imminent?  They have added it to the
patch download web, but the ftp directory is not active yet.  It figures
- I just locked my OOTB code on the pre-production server to include
patch 9002 (the red-headed step-child of ITSM 7 patches), and started
migrating customizations and fixes this week.

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

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Re: HelpDesk Lite (was: Company Dropping Remedy)

[Timothy Powell]

Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the
support matrix for that app.

TP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Thursday, February 14, 2008 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

I haven't looked at it yet because I have too much on my plate right now
as it is, but is it not possible to upgrade to 7.x ARS and keep the
existing HPD system? Or are you talking about falling off App as well as
ARS support?

- 

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 Decou, Candace M
Sent: Thursday, February 14, 2008 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


LOL - No Carey, but I do support another company which is a small/mid
size client. Been with them for years now really and just provide
part-time (evening/weekend) as needed support (and
upgrades/customizations when necessary).  

I so agree with what you are saying too and maybe you are right - maybe
it's time for me to look for a 5.6 Help Desk 3rd party type of
replacement for them, or build something from scratch.  I'm petty darn
sure that they can upgrade to 7.x ARS for all their custom applications,
it's only the Help Desk piece I am concerned with for them. The really
good news is that this client has managed to build applications
supporting tech support, training, test centers, engineering, RMA and
customer facing interfaces all using older ARS technology, all of which
have migrated beautifully along the normal ARS upgrade paths (currently
at 6x).  Then we slapped Help Desk on top of all that a few years ago
and everything is relatively flawless.  They just don't want to fall off
of support and I have a heck of a time trying to see that an upgrade on
the Help Desk side is to their benefit given the huge overhead of what
it is vs. what they need.


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, February 14, 2008 9:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Candace,

So does BMC consider Verizon to be a Small to Medium company? :) Just
kidding.


I think the point is that the BMC OOB applications are not targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to want to
"move away" from what they already have/know to something that is (even
in the words of the vendor selling both products) "less"
powerful/robust? And then maybe move back to the product they left "when
their needs grow enough to warrant that power/robustness".

However, we can only buy what they have to sell. If it does not satisfy,
then we have no other choice but to look for something that will
satisfy. With ARS we can either buy an application from another company
or build it yourself. (At least there are options.)  I wonder if there
are any other companies out there that could sell you a "Magic based"
application to do Process "X" for your company?

If BMC does not fill the application need, then I would suggest that ARS
customers turn to other vendors that are filling the need for them.
Maybe it will still be ARS based, maybe not. But that is the "risk" that
BMC takes when they provide no other options to their customers.
(Switching from ARS to Magic or ARS to Oracle Applications may require
the same amount of effort. The customer should consider all options.) I
am sure BMC is aware of this condition. Obviously some existing
(affected) customers will not like the options they have been given. [
Pay more(ITSM v7), or do more work(switch platforms) and get less]


In short.. I think BMC is targeting "new" customers and mostly "BIG"
customers at that. So the existing and/or smaller customers "get the
leftovers" and may decide that what BMC has to offer is no longer "good
enough" for them.


Customer:
   Vote with your money.
   They will listen, or they will fade away into the distance with their
head in the sand as you move your business to greener pastures.

--
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 Thu, Feb 14

Re: arserver.exe Memory Usage 7.0.01

[Tony Worthington]

And not an option if all you have on the server is ITSM7.  :-)  We even 
run with the display property caching set to its lowest level 
(Cache-Display-Properties: 0)  We haven't raised it due to concerns about 
further slowing startup time. 

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



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

02/14/2008 11:52 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: arserver.exe Memory Usage 7.0.01






Removing unused forms and application is a manual job, and you nned to
know your installation.

--
Jarl

On Thu, Feb 14, 2008 at 5:47 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> Jarl, Axton,
>
> That's exactly what we see during our startup. We were also told to 
start
> the AR Server by Remedy Support using the -t -s parameters and got 
exactly
> the same results you guys are talking about - only our field count was 
in
> the region of about 140K.
>
> Jarl, how did you go about finding out what forms are redundant? Did 
Remedy
> Support provide you with a list?
>
> Thank you for all your responses..
>
> Cheers
>
> Joe
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Axton
> Sent: Thursday, February 14, 2008 10:01 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: arserver.exe Memory Usage 7.0.01
>
> ** Remedy just needs to tune the startup of arserver.  That's kind of 
where
> the problem lies.
>
> start arserver
> ...
> -> fetch 100 of 5 records from feild_dispprop (read 6mb of data and 
use
> 20k)
>   -> process those 100 records
> -> fetch next 100 of 5 records from feild_dispprop (read 6mb of data 
and
> use 20k)
>   -> process those 100 records
> -> fetch next 100 of 5 records from feild_dispprop (read 6mb of data 
and
> use 20k)
>   -> process those 100 records
> ...
>
> No wonder it takes so long.  How about fetching all the data at once, 
the
> processing it serially, or even better, in parallel.  It is something 
that
> can be done, but the people at BMC have to be convinced that there is a
> benefit to the customers, and they probably have to be able to directly
> capitalize on it to get a direction from management, neither of which is
> probably going to happen.
>
> Axton Grams
>
>
> On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael
> <[EMAIL PROTECTED]> wrote:
>
> > **
> >
> > I was told by support that there is a known slow startup issue with a
> windows/remote oracle database configuration.  We are looking at about 7
> minutes startup.  My db confirmed that at startup he see's the ARADMIN
> account pulling little bits of information at a slow pace from
> field_dispprop table.  I was told that is the Data Definition files that 
AR
> holds in memory.  We have also seen some database timeouts while saving
> changes in the Admin tool.
> >
> > 
>  From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
> > Sent: Thursday, February 14, 2008 2:37 AM
> >
> >
> >
> > To: arslist@ARSLIST.ORG
> > Subject: Re: arserver.exe Memory Usage 7.0.01
> >
> >
> >
> >
> >
> > **
> > We are running our AR Server at around that much (650,000 K) too. We 
are
> experiencing a lag of at least 15 minutes at the start of the services. 
We
> are currently working with BMC Support on that.. At Remedy supports
> suggestion, we tried a 1 GB connection @ Full Duplex between the AR 
Server
> and the DB and that didn't help much either.
> >
> > What is the average time you guys are experiencing on restart of AR
> Services?
> >
> > We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our 
AR
> Server.
> >
> > We have tried tuning the database with the help of our DBA's and none 
of
> our efforts produced any significant change in the performance during
> startup.
> >
> > Even after startup, it does take unreasonably long to save even a 
light
> form or save a filter or active link or menus even if we click on the 
server
> name on the server window so it doesn't refresh any lists after saving 
an
> object..
> >
> > Is anyone else fighting a similar issue?
> >
> > Joe
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of strauss
> > Sent: Wednesday, February 13, 2008 10:50 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: arserver.exe Memory Usage 7.0.01
> >
> > **
> > Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64 
servers.
> The one I have up that has relatively steady development in Kinetic 
Request
> going on, plus daily testing of notifications and paging, shows a peak 
at
> 825,000 K - and it has been running without a restart since 16 January. 
The
> back end is SQL Server 2005 x64 on separate servers.  It has been a 
while
> since I ran any 7.0.01 servers (patch 003, middle of la

Re: arserver.exe Memory Usage 7.0.01

[Jarl Grøneng]

If you also add the VUI table you can find forms with a large number
of views that may can be deleted.

--
Jarl

On Thu, Feb 14, 2008 at 6:37 PM, Axton <[EMAIL PROTECTED]> wrote:
> ** Maybe a start?  Shows the biggest sets:
>
> selectcount(a.rowid)
> ,a.SCHEMAID
> ,b.name
> fromfield_dispprop a
> ,arschema b
> wherea.schemaid = b.schemaid
> group by a.SCHEMAID
>  ,b.name
> having count(a.rowid) > 100
> order by COUNT(a.ROWID) desc
> /
>
> Axton Grams
>
>
>
> On Thu, Feb 14, 2008 at 11:47 AM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
>
> > **
> >
> > Jarl, Axton,
> >
> > That's exactly what we see during our startup. We were also told to start
> the AR Server by Remedy Support using the -t -s parameters and got exactly
> the same results you guys are talking about - only our field count was in
> the region of about 140K.
> >
> > Jarl, how did you go about finding out what forms are redundant? Did
> Remedy Support provide you with a list?
> >
> > Thank you for all your responses..
> >
> > Cheers
> >
> > Joe
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Axton
> > Sent: Thursday, February 14, 2008 10:01 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: arserver.exe Memory Usage 7.0.01
> >
> >
> >
> >
> > ** Remedy just needs to tune the startup of arserver.  That's kind of
> where the problem lies.
> >
> > start arserver
> > ...
> > -> fetch 100 of 5 records from feild_dispprop (read 6mb of data and
> use 20k)
> >   -> process those 100 records
> > -> fetch next 100 of 5 records from feild_dispprop (read 6mb of data
> and use 20k)
> >   -> process those 100 records
> > -> fetch next 100 of 5 records from feild_dispprop (read 6mb of data
> and use 20k)
> >   -> process those 100 records
> > ...
> >
> > No wonder it takes so long.  How about fetching all the data at once, the
> processing it serially, or even better, in parallel.  It is something that
> can be done, but the people at BMC have to be convinced that there is a
> benefit to the customers, and they probably have to be able to directly
> capitalize on it to get a direction from management, neither of which is
> probably going to happen.
> >
> > Axton Grams
> >
> >
> > On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael
> <[EMAIL PROTECTED]> wrote:
> >
> > > **
> > >
> > > I was told by support that there is a known slow startup issue with a
> windows/remote oracle database configuration.  We are looking at about 7
> minutes startup.  My db confirmed that at startup he see's the ARADMIN
> account pulling little bits of information at a slow pace from
> field_dispprop table.  I was told that is the Data Definition files that AR
> holds in memory.  We have also seen some database timeouts while saving
> changes in the Admin tool.
> > >
> > > 
>  From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
> > > Sent: Thursday, February 14, 2008 2:37 AM
> > >
> > >
> > >
> > > To: arslist@ARSLIST.ORG
> > > Subject: Re: arserver.exe Memory Usage 7.0.01
> > >
> > >
> > >
> > >
> > >
> > > **
> > > We are running our AR Server at around that much (650,000 K) too. We are
> experiencing a lag of at least 15 minutes at the start of the services. We
> are currently working with BMC Support on that.. At Remedy supports
> suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server
> and the DB and that didn't help much either.
> > >
> > > What is the average time you guys are experiencing on restart of AR
> Services?
> > >
> > > We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR
> Server.
> > >
> > > We have tried tuning the database with the help of our DBA's and none of
> our efforts produced any significant change in the performance during
> startup.
> > >
> > > Even after startup, it does take unreasonably long to save even a light
> form or save a filter or active link or menus even if we click on the server
> name on the server window so it doesn't refresh any lists after saving an
> object..
> > >
> > > Is anyone else fighting a similar issue?
> > >
> > > Joe
> > >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of strauss
> > > Sent: Wednesday, February 13, 2008 10:50 AM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Re: arserver.exe Memory Usage 7.0.01
> > >
> > > **
> > > Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64
> servers.  The one I have up that has relatively steady development in
> Kinetic Request going on, plus daily testing of notifications and paging,
> shows a peak at 825,000 K - and it has been running without a restart since
> 16 January.  The back end is SQL Server 2005 x64 on separate servers.  It
> has been a while since I ran any 7.0.01 servers (patch 003, middle of last
> year), but I believe that 7.1 has a s

Atrium Integration Engine: AIE 7.1 Patch 001

[Elry]

Hi Folks...

We have installed AIE 7.1 Patch 001 on a ARS box the server is running
ARS 7.1 Patch 001.  MSSQL Server 2005 is the database that is being
used.

We have no problems connecting to MSSQL database instances throughout
our network, but we seem to be unable to connect to Oracle databases.

We are able to connect from the same machine using the Oracle Client,
as well as mapping the network drive to the location of the Oracle
Database installation.

Has anyone been successful in creating connections to Oracle
Databases.

Any ideas???

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

Re: arserver.exe Memory Usage 7.0.01

[Jarl Grøneng]

Removing unused forms and application is a manual job, and you nned to
know your installation.

--
Jarl

On Thu, Feb 14, 2008 at 5:47 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> Jarl, Axton,
>
> That's exactly what we see during our startup. We were also told to start
> the AR Server by Remedy Support using the -t -s parameters and got exactly
> the same results you guys are talking about - only our field count was in
> the region of about 140K.
>
> Jarl, how did you go about finding out what forms are redundant? Did Remedy
> Support provide you with a list?
>
> Thank you for all your responses..
>
> Cheers
>
> Joe
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Axton
> Sent: Thursday, February 14, 2008 10:01 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: arserver.exe Memory Usage 7.0.01
>
> ** Remedy just needs to tune the startup of arserver.  That's kind of where
> the problem lies.
>
> start arserver
> ...
> -> fetch 100 of 5 records from feild_dispprop (read 6mb of data and use
> 20k)
>   -> process those 100 records
> -> fetch next 100 of 5 records from feild_dispprop (read 6mb of data and
> use 20k)
>   -> process those 100 records
> -> fetch next 100 of 5 records from feild_dispprop (read 6mb of data and
> use 20k)
>   -> process those 100 records
> ...
>
> No wonder it takes so long.  How about fetching all the data at once, the
> processing it serially, or even better, in parallel.  It is something that
> can be done, but the people at BMC have to be convinced that there is a
> benefit to the customers, and they probably have to be able to directly
> capitalize on it to get a direction from management, neither of which is
> probably going to happen.
>
> Axton Grams
>
>
> On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael
> <[EMAIL PROTECTED]> wrote:
>
> > **
> >
> > I was told by support that there is a known slow startup issue with a
> windows/remote oracle database configuration.  We are looking at about 7
> minutes startup.  My db confirmed that at startup he see's the ARADMIN
> account pulling little bits of information at a slow pace from
> field_dispprop table.  I was told that is the Data Definition files that AR
> holds in memory.  We have also seen some database timeouts while saving
> changes in the Admin tool.
> >
> > 
>  From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
> > Sent: Thursday, February 14, 2008 2:37 AM
> >
> >
> >
> > To: arslist@ARSLIST.ORG
> > Subject: Re: arserver.exe Memory Usage 7.0.01
> >
> >
> >
> >
> >
> > **
> > We are running our AR Server at around that much (650,000 K) too. We are
> experiencing a lag of at least 15 minutes at the start of the services. We
> are currently working with BMC Support on that.. At Remedy supports
> suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server
> and the DB and that didn't help much either.
> >
> > What is the average time you guys are experiencing on restart of AR
> Services?
> >
> > We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR
> Server.
> >
> > We have tried tuning the database with the help of our DBA's and none of
> our efforts produced any significant change in the performance during
> startup.
> >
> > Even after startup, it does take unreasonably long to save even a light
> form or save a filter or active link or menus even if we click on the server
> name on the server window so it doesn't refresh any lists after saving an
> object..
> >
> > Is anyone else fighting a similar issue?
> >
> > Joe
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of strauss
> > Sent: Wednesday, February 13, 2008 10:50 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: arserver.exe Memory Usage 7.0.01
> >
> > **
> > Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64 servers.
> The one I have up that has relatively steady development in Kinetic Request
> going on, plus daily testing of notifications and paging, shows a peak at
> 825,000 K - and it has been running without a restart since 16 January.  The
> back end is SQL Server 2005 x64 on separate servers.  It has been a while
> since I ran any 7.0.01 servers (patch 003, middle of last year), but I
> believe that 7.1 has a smaller memory footprint.
> >
> > Christopher Strauss, Ph.D.
> > Call Tracking Administration Manager
> > University of North Texas Computing & IT Center
> > http://itsm.unt.edu/
> >
> >
> >
> > 
>  From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Bardsley, Michael
> > Sent: Wednesday, February 13, 2008 8:50 AM
> > To: arslist@ARSLIST.ORG
> > Subject: arserver.exe Memory Usage 7.0.01
> >
> >
> > **
> >
> > Not sure if anyone will be able to provide me a direct answer on this bu

Re: HelpDesk Lite (was: Company Dropping Remedy)

[Wheeler, Dylan]

I haven't looked at it yet because I have too much on my plate right now
as it is, but is it not possible to upgrade to 7.x ARS and keep the
existing HPD system? Or are you talking about falling off App as well as
ARS support?

- 

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 Decou, Candace M
Sent: Thursday, February 14, 2008 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


LOL - No Carey, but I do support another company which is a small/mid
size client. Been with them for years now really and just provide
part-time (evening/weekend) as needed support (and
upgrades/customizations when necessary).  

I so agree with what you are saying too and maybe you are right - maybe
it's time for me to look for a 5.6 Help Desk 3rd party type of
replacement for them, or build something from scratch.  I'm petty darn
sure that they can upgrade to 7.x ARS for all their custom applications,
it's only the Help Desk piece I am concerned with for them. The really
good news is that this client has managed to build applications
supporting tech support, training, test centers, engineering, RMA and
customer facing interfaces all using older ARS technology, all of which
have migrated beautifully along the normal ARS upgrade paths (currently
at 6x).  Then we slapped Help Desk on top of all that a few years ago
and everything is relatively flawless.  They just don't want to fall off
of support and I have a heck of a time trying to see that an upgrade on
the Help Desk side is to their benefit given the huge overhead of what
it is vs. what they need.


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, February 14, 2008 9:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Candace,

So does BMC consider Verizon to be a Small to Medium company? :) Just
kidding.


I think the point is that the BMC OOB applications are not targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to want to
"move away" from what they already have/know to something that is (even
in the words of the vendor selling both products) "less"
powerful/robust? And then maybe move back to the product they left "when
their needs grow enough to warrant that power/robustness".

However, we can only buy what they have to sell. If it does not satisfy,
then we have no other choice but to look for something that will
satisfy. With ARS we can either buy an application from another company
or build it yourself. (At least there are options.)  I wonder if there
are any other companies out there that could sell you a "Magic based"
application to do Process "X" for your company?

If BMC does not fill the application need, then I would suggest that ARS
customers turn to other vendors that are filling the need for them.
Maybe it will still be ARS based, maybe not. But that is the "risk" that
BMC takes when they provide no other options to their customers.
(Switching from ARS to Magic or ARS to Oracle Applications may require
the same amount of effort. The customer should consider all options.) I
am sure BMC is aware of this condition. Obviously some existing
(affected) customers will not like the options they have been given. [
Pay more(ITSM v7), or do more work(switch platforms) and get less]


In short.. I think BMC is targeting "new" customers and mostly "BIG"
customers at that. So the existing and/or smaller customers "get the
leftovers" and may decide that what BMC has to offer is no longer "good
enough" for them.


Customer:
   Vote with your money.
   They will listen, or they will fade away into the distance with their
head in the sand as you move your business to greener pastures.

--
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 Thu, Feb 14, 2008 at 10:41 AM, Decou, Candace M
<[EMAIL PROTECTED]> wrote:
> **
>
> And if it is Magic based and not ARS based, does that mean an entirely

> new implementation for my small size client who needs to upgrade from
> Help Desk 5.6?  In other words, no upgrade path from where we are to 
> where we need to go?  What will happen to the other 8 or 9 custom 
> appli

Re: arserver.exe Memory Usage 7.0.01

[strauss]

The spike from the admin tool must be oracle-specific, just like the
very long startup times.  I do not see a large memory spike - maybe only
2,000 K - even when adding an index to a form and saving it, or
importing new filters over old.  With active links you can get closer to
a 10,000 K delta because the admin tool has known problems with
refreshing its details list, as noted by Axton in a recent post. The
7.1.00.001 server I am looking at shows Mem Usage for arserver.exe at
638,192 K and Peak Mem Usage 690,400 K, and I have been pounding the tar
out of this thing with the admin tool and import tool, bringing in
forms, indexing them, importing or creating ALs and filters, importing
100,000 records, etc., for several days since the last restart.  This is
with SQL Server 2005 x64 on the back end, on a separate server.

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

 


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bardsley, Michael
Sent: Thursday, February 14, 2008 10:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserver.exe Memory Usage 7.0.01


** 
About the memory again.  We also notice that even after a
restart when the memory is at about 650,000 - 700,000 K, if you save
something using the admin tool the memory footprint spikes up to about
1,200,000 K.  It usually gives it back.  Does that sound right?
 
Mike

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Thursday, February 14, 2008 10:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserver.exe Memory Usage 7.0.01


** Remedy just needs to tune the startup of arserver.  That's
kind of where the problem lies.

start arserver
... 
-> fetch 100 of 5 records from feild_dispprop (read 6mb of
data and use 20k)
  -> process those 100 records
-> fetch next 100 of 5 records from feild_dispprop (read 6mb
of data and use 20k)
  -> process those 100 records
-> fetch next 100 of 5 records from feild_dispprop (read 6mb
of data and use 20k)
  -> process those 100 records
...

No wonder it takes so long.  How about fetching all the data at
once, the processing it serially, or even better, in parallel.  It is
something that can be done, but the people at BMC have to be convinced
that there is a benefit to the customers, and they probably have to be
able to directly capitalize on it to get a direction from management,
neither of which is probably going to happen.

Axton Grams


On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael
<[EMAIL PROTECTED]> wrote:


** 
I was told by support that there is a known slow startup
issue with a windows/remote oracle database configuration.  We are
looking at about 7 minutes startup.  My db confirmed that at startup he
see's the ARADMIN account pulling little bits of information at a slow
pace from field_dispprop table.  I was told that is the Data Definition
files that AR holds in memory.  We have also seen some database timeouts
while saving changes in the Admin tool.  

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Thursday, February 14, 2008 2:37 AM 

To: arslist@ARSLIST.ORG
Subject: Re: arserver.exe Memory Usage 7.0.01


** 
We are running our AR Server at around that much
(650,000 K) too. We are experiencing a lag of at least 15 minutes at the
start of the services. We are currently working with BMC Support on
that.. At Remedy supports suggestion, we tried a 1 GB connection @ Full
Duplex between the AR Server and the DB and that didn't help much
either.
 
What is the average time you guys are experiencing on
restart of AR Services?
 
We are running all the ITSM apps, AIE, CMDB, SLM, BMC
RKM, SRM on our AR Server.
 
We have tried tuning the database with the help of our
DBA's and none of our efforts produced any significant change in the
performance during startup.
 
Even after startup, it does take unreasonably long to
save even a light form or save a filter or active link or menus even if
we click on the server name on the server window so it doesn't refresh
any lists after saving an object..
 
Is anyone else fighting a similar issue?
 
Joe

-Original Message-
From: Action Request

Re: arserver.exe Memory Usage 7.0.01

[Axton]

Maybe a start?  Shows the biggest sets:

selectcount(a.rowid)
,a.SCHEMAID
,b.name
fromfield_dispprop a
,arschema b
wherea.schemaid = b.schemaid
group by a.SCHEMAID
,b.name
having count(a.rowid) > 100
order by COUNT(a.ROWID) desc
/

Axton Grams

On Thu, Feb 14, 2008 at 11:47 AM, Joe D'Souza <[EMAIL PROTECTED]> wrote:

> ** Jarl, Axton,
>
> That's exactly what we see during our startup. We were also told to start
> the AR Server by Remedy Support using the -t -s parameters and got exactly
> the same results you guys are talking about - only our field count was in
> the region of about 140K.
>
> Jarl, how did you go about finding out what forms are redundant? Did
> Remedy Support provide you with a list?
>
> Thank you for all your responses..
>
> Cheers
>
> Joe
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *Axton
> *Sent:* Thursday, February 14, 2008 10:01 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: arserver.exe Memory Usage 7.0.01
>
> ** Remedy just needs to tune the startup of arserver.  That's kind of
> where the problem lies.
>
> start arserver
> ...
> -> fetch 100 of 5 records from feild_dispprop (read 6mb of data and
> use 20k)
>   -> process those 100 records
> -> fetch next 100 of 5 records from feild_dispprop (read 6mb of data
> and use 20k)
>   -> process those 100 records
> -> fetch next 100 of 5 records from feild_dispprop (read 6mb of data
> and use 20k)
>   -> process those 100 records
> ...
>
> No wonder it takes so long.  How about fetching all the data at once, the
> processing it serially, or even better, in parallel.  It is something that
> can be done, but the people at BMC have to be convinced that there is a
> benefit to the customers, and they probably have to be able to directly
> capitalize on it to get a direction from management, neither of which is
> probably going to happen.
>
> Axton Grams
>
> On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael <
> [EMAIL PROTECTED]> wrote:
>
> > ** I was told by support that there is a known slow startup issue with a
> > windows/remote oracle database configuration.  We are looking at about 7
> > minutes startup.  My db confirmed that at startup he see's the ARADMIN
> > account pulling little bits of information at a slow pace from 
> > field_dispprop
> > table.  I was told that is the Data Definition files that AR holds in
> > memory.  We have also seen some database timeouts while saving changes in
> > the Admin tool.
> >
> >  --
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] *On Behalf Of *Joe D'Souza
> > *Sent:* Thursday, February 14, 2008 2:37 AM
> >
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* Re: arserver.exe Memory Usage 7.0.01
> >
> >   ** We are running our AR Server at around that much (650,000 K) too.
> > We are experiencing a lag of at least 15 minutes at the start of the
> > services. We are currently working with BMC Support on that.. At Remedy
> > supports suggestion, we tried a 1 GB connection @ Full Duplex between the AR
> > Server and the DB and that didn't help much either.
> >
> > What is the average time you guys are experiencing on restart of AR
> > Services?
> >
> > We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR
> > Server.
> >
> > We have tried tuning the database with the help of our DBA's and none of
> > our efforts produced any significant change in the performance during
> > startup.
> >
> > Even after startup, it does take unreasonably long to save even a light
> > form or save a filter or active link or menus even if we click on the server
> > name on the server window so it doesn't refresh any lists after saving an
> > object..
> >
> > Is anyone else fighting a similar issue?
> >
> > Joe
> >
> > -Original Message-
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] Behalf Of *strauss
> > *Sent:* Wednesday, February 13, 2008 10:50 AM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* Re: arserver.exe Memory Usage 7.0.01
> >
> > ** Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64
> > servers.  The one I have up that has relatively steady development in
> > Kinetic Request going on, plus daily testing of notifications and paging,
> > shows a peak at 825,000 K - and it has been running without a restart since
> > 16 January.  The back end is SQL Server 2005 x64 on separate servers.  It
> > has been a while since I ran any 7.0.01 servers (patch 003, middle of
> > last year), but I believe that 7.1 has a smaller memory footprint.
> >
> > Christopher Strauss, Ph.D.
> > Call Tracking Administration Manager
> > University of North Texas Computing & IT Center
> > http://itsm.unt.edu/
> >
> >
> >  --
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] *On Behalf Of *Bardsley, Michael
> >

Re: HelpDesk Lite (was: Company Dropping Remedy)

[Decou, Candace M]

LOL - No Carey, but I do support another company which is a small/mid
size client. Been with them for years now really and just provide
part-time (evening/weekend) as needed support (and
upgrades/customizations when necessary).  

I so agree with what you are saying too and maybe you are right - maybe
it's time for me to look for a 5.6 Help Desk 3rd party type of
replacement for them, or build something from scratch.  I'm petty darn
sure that they can upgrade to 7.x ARS for all their custom applications,
it's only the Help Desk piece I am concerned with for them. The really
good news is that this client has managed to build applications
supporting tech support, training, test centers, engineering, RMA and
customer facing interfaces all using older ARS technology, all of which
have migrated beautifully along the normal ARS upgrade paths (currently
at 6x).  Then we slapped Help Desk on top of all that a few years ago
and everything is relatively flawless.  They just don't want to fall off
of support and I have a heck of a time trying to see that an upgrade on
the Help Desk side is to their benefit given the huge overhead of what
it is vs. what they need.


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, February 14, 2008 9:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Candace,

So does BMC consider Verizon to be a Small to Medium company? :) Just
kidding.


I think the point is that the BMC OOB applications are not targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to want to
"move away" from what they already have/know to something that is (even
in the words of the vendor selling both products) "less"
powerful/robust? And then maybe move back to the product they left "when
their needs grow enough to warrant that power/robustness".

However, we can only buy what they have to sell. If it does not satisfy,
then we have no other choice but to look for something that will
satisfy. With ARS we can either buy an application from another company
or build it yourself. (At least there are options.)  I wonder if there
are any other companies out there that could sell you a "Magic based"
application to do Process "X" for your company?

If BMC does not fill the application need, then I would suggest that ARS
customers turn to other vendors that are filling the need for them.
Maybe it will still be ARS based, maybe not. But that is the "risk" that
BMC takes when they provide no other options to their customers.
(Switching from ARS to Magic or ARS to Oracle Applications may require
the same amount of effort. The customer should consider all options.) I
am sure BMC is aware of this condition. Obviously some existing
(affected) customers will not like the options they have been given. [
Pay more(ITSM v7), or do more work(switch platforms) and get less]


In short.. I think BMC is targeting "new" customers and mostly "BIG"
customers at that. So the existing and/or smaller customers "get the
leftovers" and may decide that what BMC has to offer is no longer "good
enough" for them.


Customer:
   Vote with your money.
   They will listen, or they will fade away into the distance with their
head in the sand as you move your business to greener pastures.

--
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 Thu, Feb 14, 2008 at 10:41 AM, Decou, Candace M
<[EMAIL PROTECTED]> wrote:
> **
>
> And if it is Magic based and not ARS based, does that mean an entirely

> new implementation for my small size client who needs to upgrade from 
> Help Desk 5.6?  In other words, no upgrade path from where we are to 
> where we need to go?  What will happen to the other 8 or 9 custom 
> applications currently co-residing with the Help Desk app on the same
AR server?
> I agree with Daniel - we want and need a Remedy based trimmed down 
> version of Help Desk.  Call it lite or low-caloric...I don't care.  I 
> just know some of us need it badly.
> Help!!  Please - and thanks for listening.
> :)
>
>
>
> Candace DeCou
>
> DOI Remedy Systems Analyst
> Verizon Business
> Office:  (408) 371-1112
>
> Email: [EMAIL PROTECTED]
>
>
>
> Verizon Business - global capability, personal accountability.
>
> This e-mail is strictly confidential and intended only for use by the 
> addressee unless otherwise indicated

Re: ARS6.03 on Linux +VM

[john rosquist]

Anoop,

Remedy will work on a VM (VMware). I have 2 win32 VM's going -- One with SQL 
Server 2005 and one with Oracle 11g.  Please note that Remedy is a 32 bit app 
so there is little point in running it a 64 bit os. Further, it is my 
experience that the 64 bit os's cause more grief than they are worth. You will 
need to use the 32bit drivers, so you kill any gains there. I have run it in a 
Win64 environment, and will strongly recommend against it in the future. All 
that said, 64bit DB's rock!

John Rosquist
Windward




- Original Message 
From: Anoop Sasidharan <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 13, 2008 6:54:40 PM
Subject: ARS6.03 on Linux +VM

** Dear Lister,
We are planning to install remedy ars 6.03 on Linux64 Virtual Machine's. BMC 
says that they dont support ARS6.03 on VM.
Has anyone tried this before and what are your observation?
 
Thanks
Anoop



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Re: More than one instance of User Tool on same PC

[Papolu, Appajee]

You can run any number of User Tool (for that matter, any AR API client 
programs) instances from one PC using the same user credentials. The same user 
cannot run client program(s) from two different boxes -- essentially "one user 
per IP address" equates to his license consumption. The basic point is -- if a 
user were to talk to AR Server as "one" person, so we'll associate him/her to 
that box and consume a license. Does not matter how many client programs this 
person initiates from this box, its all OK from our standpoint. 
 
However, if this one person's several instances of User Tool (or, whatever 
client program) are running on behalf of some other folks -- as in, some 
"creative" mechanism to route several different users activities via this one 
user's credentials as well as thru his machine -- of course, this creative 
usage is breaching the licensing contract. In any case, I'm not a legal guy, 
but at the point of such creative usage scenarios popping up -- it is better 
for you to NOT implement such, but to contact your Remedy support/sales/account 
contact person(s) to decide on next steps.
 
Appajee
 



From: Action Request System discussion list(ARSList) on behalf of Susan Palmer
Sent: Thu 2/14/2008 8:39 AM
To: arslist@ARSLIST.ORG
Subject: More than one instance of User Tool on same PC


** 
Hi everyone,
 
I strongly believe in following license agreements and believe we have.  I knew 
that when we upgraded to v7.x you could no longer go from PC to PC and log in 
without receiving the message and releasing the other PC.  
 
I just assumed I guess that meant you couldn't log in twice at one PC.  Yes, I 
knew I could do it but then again I am all powerful admin.
 
It was brought to my attention today that a solution they used for one of our 
customers is to give her two monitors and she can log into to user tools and 
use one on each monitor.  No, she doesn't work that fast but she'll run reports 
on one and do work on the other.
 
Is that feature acceptable in the licensing scheme of things?
 
Thanks,
Susan
 
Susan Palmer
ShopperTrak
ARS v 7.0.1P3, server, user, admin
Oracle 10g
Windows 2003
 
 
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Re: Sync UI problem in CMDB

[john rosquist]

This generally means that there is some error to be had in building the form. 
There should be a message icon on the form that will display the build results 
for you.  This will then lead you to the issue.

Sorry I cannot be more specific, my dev box is down.

John Rosquist
Windward


- Original Message 
From: Jomonm <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, February 14, 2008 3:59:07 AM
Subject: Sync UI problem in CMDB

I am synchronizing the class definition to AST forms. But the entry appear in
Pending form and AST form is not creating. The entry remains pending for
long time

In AERRROR.log file I have the following entries. Can anybody help me?

CMDB Dispatcher : AR System Application server terminated when a
signal/exception was received by the server (ARAPPNOTE 4500)
Wed Feb 13 00:13:41 200811
Wed Feb 13 00:13:41 2008  CMDB Dispatcher : AR System Application server
restarting (ARAPPERR 4503)
Wed Feb 13 00:13:42 2008  CMDB Dispatcher : AR System Application server
terminated when a signal/exception was received by the server (ARAPPNOTE
4500)


Regards
Jomon Mathew
-- 
View this message in context: 
http://www.nabble.com/Sync-UI-problem-in-CMDB-tp15455616p15455616.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: HelpDesk Lite (was: Company Dropping Remedy)

[Pierson, Shawn]

Carey,

I think that ideally, smaller businesses that want to use ARS (which BMC
doesn't market aggressively enough) should pursue other options.  There
are vendors, some that post on here, that provide other ITSM suites that
are cheaper, simpler, and are probably just as good if not better than
the BMC applications.

What you will probably see in the future is that Microsoft will eat
BMC's lunch on small to mid-sized businesses within the next five years.
We have people in my company that want to get rid of Remedy and go to an
all-Microsoft solution (fortunately, those people don't have that much
sway.)  In the end though, you'll see ARS functionality replaced by
Infopath and .NET for more complex development.  You'll see their
service management application tied in as part of Sharepoint but already
integrated with MOM as the discovery suite for the CMDB and the alert
system for changes and incidents.  Microsoft is pursuing the market from
the opposite side of what BMC is doing, but they'll eventually get the
business you're talking about.

If BMC started pushing ARS as one of their primary products, I think
they would find a lot more clients.  I can build something in ARS in one
hour that would take at least a week for a .NET developer.  BMC needs to
advertise the fact that they have a development tool to build web
enabled database-backed applications that can be cranked out much faster
than .NET or Java.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, February 14, 2008 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)

Candace,

So does BMC consider Verizon to be a Small to Medium company? :) Just
kidding.


I think the point is that the BMC OOB applications are not targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to want
to "move away" from what they already have/know to something that is
(even in the words of the vendor selling both products) "less"
powerful/robust? And then maybe move back to the product they left
"when their needs grow enough to warrant that power/robustness".

However, we can only buy what they have to sell. If it does not
satisfy, then we have no other choice but to look for something that
will satisfy. With ARS we can either buy an application from another
company or build it yourself. (At least there are options.)  I wonder
if there are any other companies out there that could sell you a
"Magic based" application to do Process "X" for your company?

If BMC does not fill the application need, then I would suggest that
ARS customers turn to other vendors that are filling the need for
them.  Maybe it will still be ARS based, maybe not. But that is the
"risk" that BMC takes when they provide no other options to their
customers. (Switching from ARS to Magic or ARS to Oracle Applications
may require the same amount of effort. The customer should consider
all options.) I am sure BMC is aware of this condition. Obviously some
existing (affected) customers will not like the options they have been
given. [ Pay more(ITSM v7), or do more work(switch platforms) and get
less]


In short.. I think BMC is targeting "new" customers and mostly "BIG"
customers at that. So the existing and/or smaller customers "get the
leftovers" and may decide that what BMC has to offer is no longer
"good enough" for them.


Customer:
   Vote with your money.
   They will listen, or they will fade away into the distance with
their head in the sand as you move your business to greener pastures.

--
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 Thu, Feb 14, 2008 at 10:41 AM, Decou, Candace M
<[EMAIL PROTECTED]> wrote:
> **
>
> And if it is Magic based and not ARS based, does that mean an entirely
new
> implementation for my small size client who needs to upgrade from Help
Desk
> 5.6?  In other words, no upgrade path from where we are to where we
need to
> go?  What will happen to the other 8 or 9 custom applications
currently
> co-residing with the Help Desk app on the same AR server?
> I agree with Daniel - we want and need a Remedy based trimmed down
version
> of Help Desk.  Call it lite or low-caloric...I don't care.  I just
know some
> of us need it badly.
> Help!!  Please - and thanks for listening.
> :)
>
>
>
> Candace DeCou
>
> DOI Remedy Systems Analyst
> Verizon Business
> Office:  (408) 371-1112
>
> Email: [EMAIL PROTECTED]
>
>
>
> Verizon Business - global capability, personal accountability.
>
> This e-mail is strictly confidential and intended only for use by the
> addressee unless otherwise indicated

_

Re: Dynamic Group Access

[Carey Matthew Black]

Susan,

Admin tool ... Groups object... Fields tab... And pick the right fields.

There are also other "third party tools" that attack setting field
permissions in mass too.

-- 
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 Thu, Feb 14, 2008 at 11:31 AM, Susan Palmer <[EMAIL PROTECTED]> wrote:
> **
> Thanks Matt,
>
> That explanation was very clear and the conclusion I came to also so it's
> good to know my thinking is correct.
>
> Now I just need to find the best/easiest way to add the group to thousands
> of fields.
>
> Thanks,
> Susan
>
>
>
> On Thu, Feb 14, 2008 at 8:40 AM, Carey Matthew Black <[EMAIL PROTECTED]>
> wrote:
>
> >
> >
> >
> > Susan,
> >
> > Permissions in ARS are in layers... Additive layers.
> >
> > A) First a user must have access to the Form.
> > B) Next the user needs to have access to Field 1.
> > C) Next the user needs to have access to any of the other fields on the
> form.
> >
> > The key here is that the user does not have to gain access to all
> > levels via the same Access Control group.
> >
> >
> > So...
> >
> > A) Lets say you have a form that is "Public (Hidden)".
> >So all users can "use" the form, but not see it in there "Object
> list"s.
> >
> > B) The permissions on Field 1 have these three groups:
> > Helpdesk, (some groupID)
> > AllCustomers, (some groupID)
> > Dynamic60001 (groupID=60001)
> >
> > So any user that is in "Helpdesk", or "AllCustomers" would have access
> > to all records (field 1 values) in the form.
> > However the third group is a reference to data in each record. So to
> > know who fits in that group the Application server has to look at the
> > record in question and check the data in $USER $'s 'Group List'
> > against the data in the field $60001$ for that record. (Any match
> > grants access to the record.)
> >
> > C) Then the server will check the permissions on each field and see if
> > the $USER $ has access to the field.
> > Again... dynamic groups, or "static" groups can be used on any
> > field and not just field 1.
> >
> > Also... the "dynamic groups" are a list of: Static Groups, User Names,
> > or Roles (for Deployable applications only). To keep things a bit
> > simpler... think of Roles as "Static groups". The thing about "dynamic
> > groups" is that they are defined on a record by record basis. So if
> > one record has a value of : 'bob';"Helpdesk" then for that record all
> > members of the group "Helpdesk" and also the user 'bob' would be a
> > member of that dynamic group for that record.
> >
> >
> > So let's say we have two other fields to talk about.
> >
> > 'Status'
> >  Permissions: Public (View),  HelpDesk(Change)
> > 'Short Description'
> >  Permissions: HelpDesk(Change), Dynamic60001(Change)
> >
> > If the $USER $'s group list is blank then they will be able to see
> 'Status'.
> >  They MAY also be able to see 'Short Description', If and only if
> > their user name appears in the 'Dynamic60001' field in single quotes.
> >
> > If the $USER $'s group list contains "HelpDesk" then they will be able
> > to see both fields.
> >
> > If the $USER $'s group list is not blank, and does not contain
> > "HelpDesk" then they will be able to see 'Status'.
> >  They MAY also be able to see 'Short Description', If and only if
> > their user name appears in the 'Dynamic60001' field in single quotes.
> >
> >
> > So... the question becomes What are the permissions on the fields,
> > and what fields should these users (the ones that you put into the
> > 'Dynamic61' field) be able to access?
> >
> >
> > That may not have been the best example... but I hope it helps.
> >
> > --
> > 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 Wed, Feb 13, 2008 at 6:28 PM, Susan Palmer <[EMAIL PROTECTED]>
> wrote:
> > > **
> >
> >
> >
> > > Hi everyone,
> > >
> > > For the most part our system deals with external customer companies.
> Until
> > > now we all access pretty well everything with no problems.  Now we want
> to
> > > give access to a distributor we use and allow them to access particular
> > > customers they work with on our behalf.  In actuality only about 3-5% of
> our
> > > customer records.
> > >
> > > So I thought this would be a good opportunity to try dynamic group
> access
> > > (first time user).  First I thought I could just create the group 60001,
> a
> > > few regular groups to distinguish between US, UK, CHINA, and the
> character
> > > field with ID 60001 on a particular form.  I did that and in the
> character
> > > field 60001 on several records I put the different values of US, UK,
> CHINA.
> > >
> > > Then I logged in as various users that are in those particular groups
> > > thinking I'd only 

Re: HelpDesk Lite (was: Company Dropping Remedy)

[Carey Matthew Black]

Candace,

So does BMC consider Verizon to be a Small to Medium company? :) Just kidding.


I think the point is that the BMC OOB applications are not targeted
toward that market.

However, there are other partners (and non partners) that offer
applications built on ARS for any market for a given task.

I do not know why BMC would expect any existing ARS customer to want
to "move away" from what they already have/know to something that is
(even in the words of the vendor selling both products) "less"
powerful/robust? And then maybe move back to the product they left
"when their needs grow enough to warrant that power/robustness".

However, we can only buy what they have to sell. If it does not
satisfy, then we have no other choice but to look for something that
will satisfy. With ARS we can either buy an application from another
company or build it yourself. (At least there are options.)  I wonder
if there are any other companies out there that could sell you a
"Magic based" application to do Process "X" for your company?

If BMC does not fill the application need, then I would suggest that
ARS customers turn to other vendors that are filling the need for
them.  Maybe it will still be ARS based, maybe not. But that is the
"risk" that BMC takes when they provide no other options to their
customers. (Switching from ARS to Magic or ARS to Oracle Applications
may require the same amount of effort. The customer should consider
all options.) I am sure BMC is aware of this condition. Obviously some
existing (affected) customers will not like the options they have been
given. [ Pay more(ITSM v7), or do more work(switch platforms) and get
less]


In short.. I think BMC is targeting "new" customers and mostly "BIG"
customers at that. So the existing and/or smaller customers "get the
leftovers" and may decide that what BMC has to offer is no longer
"good enough" for them.


Customer:
   Vote with your money.
   They will listen, or they will fade away into the distance with
their head in the sand as you move your business to greener pastures.

-- 
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 Thu, Feb 14, 2008 at 10:41 AM, Decou, Candace M
<[EMAIL PROTECTED]> wrote:
> **
>
> And if it is Magic based and not ARS based, does that mean an entirely new
> implementation for my small size client who needs to upgrade from Help Desk
> 5.6?  In other words, no upgrade path from where we are to where we need to
> go?  What will happen to the other 8 or 9 custom applications currently
> co-residing with the Help Desk app on the same AR server?
> I agree with Daniel - we want and need a Remedy based trimmed down version
> of Help Desk.  Call it lite or low-caloric...I don't care.  I just know some
> of us need it badly.
> Help!!  Please - and thanks for listening.
> :)
>
>
>
> Candace DeCou
>
> DOI Remedy Systems Analyst
> Verizon Business
> Office:  (408) 371-1112
>
> Email: [EMAIL PROTECTED]
>
>
>
> Verizon Business – global capability, personal accountability.
>
> This e-mail is strictly confidential and intended only for use by the
> addressee unless otherwise indicated

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HD 6.0 - Task Items Not Moving to CHG Work Log

[Sanford, Claire]

Does anyone have any idea why some times when a Task ticket is updated,
the entry is copied to the CHG ticket's Work Log and other times it is
NOT copied to the CHG Work Log.

It doesn't happen often and there is no pattern that I can see.  I have
been unable to duplicate it.

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]

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Re: More than one instance of User Tool on same PC

[Rick Cook]

I'm not speaking for BMC here, but since the relationship of one user/one
license is still being adhered to, I wouldn't think that would be a problem,
especially when they're also emanating from the same IP address/client.  In
fact, I often have multiple User tools open to different applications when
troubleshooting and the like.  Sometimes it's easier than having lots of
windows open from within the same one.

Rick

On Thu, Feb 14, 2008 at 8:39 AM, Susan Palmer <[EMAIL PROTECTED]> wrote:

> ** Hi everyone,
>
> I strongly believe in following license agreements and believe we have.  I
> knew that when we upgraded to v7.x you could no longer go from PC to PC
> and log in without receiving the message and releasing the other PC.
>
> I just assumed I guess that meant you couldn't log in twice at one PC.
> Yes, I knew I could do it but then again I am all powerful admin.
>
> It was brought to my attention today that a solution they used for one of
> our customers is to give her two monitors and she can log into to user tools
> and use one on each monitor.  No, she doesn't work that fast but she'll run
> reports on one and do work on the other.
>
> Is that feature acceptable in the licensing scheme of things?
>
> Thanks,
> Susan
>
> Susan Palmer
> ShopperTrak
> ARS v 7.0.1P3, server, user, admin
> Oracle 10g
> Windows 2003
>
>
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> html___

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Re: More than one instance of User Tool on same PC

[Robert Page]

Difficult one to answer when you start thinking about it.  Is she doing 
anything different than opening multiple windows in one user tool, perhaps not. 
 If she has a fixed license then I suppose it does not matter although I'm not 
an expert on the license agreement wording.  If she has a floating license that 
might be subtly different if the system interpreted that only one was in use 
when it should be using more than one, however the IP address check does just 
that checks the IP address, so I suppose you could infer that any amount of 
client tools could be opened from one IP address.
 
Interesting question.


- Original Message 
From: Susan Palmer <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, 14 February, 2008 4:39:51 PM
Subject: More than one instance of User Tool on same PC

** 
Hi everyone,
 
I strongly believe in following license agreements and believe we have.  I knew 
that when we upgraded to v7.x you could no longer go from PC to PC and log in 
without receiving the message and releasing the other PC.  
 
I just assumed I guess that meant you couldn't log in twice at one PC.  Yes, I 
knew I could do it but then again I am all powerful admin.
 
It was brought to my attention today that a solution they used for one of our 
customers is to give her two monitors and she can log into to user tools and 
use one on each monitor.  No, she doesn't work that fast but she'll run reports 
on one and do work on the other.
 
Is that feature acceptable in the licensing scheme of things?
 
Thanks,
Susan
 
Susan Palmer
ShopperTrak
ARS v 7.0.1P3, server, user, admin
Oracle 10g
Windows 2003
 
 
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Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?

[Joe D'Souza]

{\rtf1\ansi\ansicpg1252\deff0\deftab360{\fonttbl{\f0\froman\fprq2\fcharset0 Times New Roman;}{\f1\fswiss\fcharset0 Arial;}}

\viewkind4\uc1\pard\lang1033\f0\fs20 I'm assuming you checked both the Application as well as System logs in the Windows Event viewer\par

\par

What about the arerror log file at the time the system went down?\par

\par

Joe\par

\par

-Original Message-\par

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED]

Sent: Thursday, February 14, 2008 10:03 AM\par

To: [EMAIL PROTECTED]

Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?\par

\par

\par

Our support team has found that the 2 error logs we sent showed that both times the ar server crapped out at a filter/filter guide. SRM:AOI:Process_IN_PushAppRequestInfo_05_EventParam_TableLoop (165)\par

\par

I wonder if the other 2 people experiencing issue might be able to check their filter logs to see if it happens at that filter also.\par

\par

\par

\par

On Feb 14, 9:01  am, [EMAIL PROTECTED] wrote:\par

> Nothing unusual in the event log of either ars server or ars db\par

> server.\par

>\par

> On Feb 14, 1:20  am, Joe D'Souza <[EMAIL PROTECTED]> wrote:\par

>\par

>\par

>\par

>\par

>\par

> > Also take a look at your Windows Events log and check the errors that get\par

> > written in chronological order.. This will probably give you an insight as\par

> > to why the AR Server service restarted as there might be related errors\par

> > written to the event long prior to the AR Server restart that may have\par

> > caused it to restart..\par

>\par

> > Cheers\par

>\par

> > Joe\par

>\par

> > -Original Message-\par

> > From: Action Request System discussion list(ARSList)\par

>\par

> > [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED]

> > Sent: Wednesday, February 13, 2008 5:10 PM\par

> > To: [EMAIL PROTECTED]

> > Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?\par

>\par

> > Thanks for the tips.\par

>\par

> > We are running Windows 2003\par

> > Remedy 7.0.1 patch 4\par

> > ITSM 7.0.3 patch 6\par

> > SRM 2.1\par

> > SLM 7.0.3 patch 4\par

>\par

> > Database is on a remote server with windows 2003 and sql 2000.\par

>\par

> > I will check out the email part and hopefully see something that can\par

> > be fixed.\par

>\par

> > Harry\par

>\par

> > On Feb 13, 4:51   pm, john rosquist <[EMAIL PROTECTED]> wrote:\par

> > > Consider disabling escalations for a bit.Also, consider and evaluate\par

> > the email engine. Are the emails in the queues very large. Are there LOTS of\par

> > them?\par

>\par

> > > Unix or windows?\par

>\par

> > > Penetration testing will cause a remedy server to crash, but just once per\par

> > scan event.\par

>\par

> > > John\par

>\par

> > > - Original Message \par

> > > From: "[EMAIL PROTECTED]" <[EMAIL PROTECTED]>\par

> > > To: [EMAIL PROTECTED]

> > > Sent: Wednesday, February 13, 2008 4:14:34 PM\par

> > > Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?\par

>\par

> > > Did that.. and they are looking into it...\par

>\par

> > > Why would the remedy service suddenly restart?\par

> > > I can see it happen.I've seen it 3 times when people message me that\par

> > > it is down.\par

> > > I check the server and the remedy service restarts (not the sever but\par

> > > just the service)\par

>\par

> > > arerror.log doesn't seem to indicate anything other than the actual\par

> > > error users get.\par

> > > DB log file shows no errors.\par

>\par

> > > On Feb 13, 3:20 pm, john rosquist <[EMAIL PROTECTED]> wrote:\par

> > > > TLI error is a networking error.Given that the ARS server happens to\par

> > be down at the time, it means that the client/midtier cannot connect to it.\par

>\par

> > > > Turn SQL and API logging on. Look in the arerror.log in the db\par

> > directory. Look at your db too.\par

>\par

> > > > Call home to support to have them start working the issue too.\par

>\par

> > > > John Rosquist\par

> > > > Windward\par

>\par

> > > > - Original Message \par

> > > > From: "[EMAIL PROTECTED]" <[EMAIL PROTECTED]>\par

> > > > To: [EMAIL PROTECTED]

> > > > Sent: Wednesday, February 13, 2008 2:38:26 PM\par

> > > > Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?\par

>\par

> > > > Hi,\par

>\par

> > > > We are getting the same issues.\par

> > > > When looking at the event logs and witnessing it happen, it looks like\par

> > > > something is causing the Remedy service to restart by itself on our\par

> > > > system.\par

> > > > This causes a 2-4 minutes outage as the remedy service restarts\par

> > > > itself.\par

> > > > We are in the midst of troubleshooting.\par

>\par

> > > > Anyone else with any ideas on how approach troubleshooting this?\par

> > > > It really has us stumped here.\par

>\par

> > > > Thanks\par

>\par

> > > > On Feb 13, 11:41 am, P

Re: arserver.exe Memory Usage 7.0.01

[Joe D'Souza]

Jarl, Axton,

That's exactly what we see during our startup. We were also told to start
the AR Server by Remedy Support using the -t -s parameters and got exactly
the same results you guys are talking about - only our field count was in
the region of about 140K.

Jarl, how did you go about finding out what forms are redundant? Did Remedy
Support provide you with a list?

Thank you for all your responses..

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Axton
  Sent: Thursday, February 14, 2008 10:01 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: arserver.exe Memory Usage 7.0.01


  ** Remedy just needs to tune the startup of arserver.  That's kind of
where the problem lies.

  start arserver
  ...
  -> fetch 100 of 5 records from feild_dispprop (read 6mb of data and
use 20k)
-> process those 100 records
  -> fetch next 100 of 5 records from feild_dispprop (read 6mb of data
and use 20k)
-> process those 100 records
  -> fetch next 100 of 5 records from feild_dispprop (read 6mb of data
and use 20k)
-> process those 100 records
  ...

  No wonder it takes so long.  How about fetching all the data at once, the
processing it serially, or even better, in parallel.  It is something that
can be done, but the people at BMC have to be convinced that there is a
benefit to the customers, and they probably have to be able to directly
capitalize on it to get a direction from management, neither of which is
probably going to happen.

  Axton Grams


  On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael
<[EMAIL PROTECTED]> wrote:

**
I was told by support that there is a known slow startup issue with a
windows/remote oracle database configuration.  We are looking at about 7
minutes startup.  My db confirmed that at startup he see's the ARADMIN
account pulling little bits of information at a slow pace from
field_dispprop table.  I was told that is the Data Definition files that AR
holds in memory.  We have also seen some database timeouts while saving
changes in the Admin tool.




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Thursday, February 14, 2008 2:37 AM

To: arslist@ARSLIST.ORG
Subject: Re: arserver.exe Memory Usage 7.0.01



**
We are running our AR Server at around that much (650,000 K) too. We are
experiencing a lag of at least 15 minutes at the start of the services. We
are currently working with BMC Support on that.. At Remedy supports
suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server
and the DB and that didn't help much either.

What is the average time you guys are experiencing on restart of AR
Services?

We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR
Server.

We have tried tuning the database with the help of our DBA's and none of
our efforts produced any significant change in the performance during
startup.

Even after startup, it does take unreasonably long to save even a light
form or save a filter or active link or menus even if we click on the server
name on the server window so it doesn't refresh any lists after saving an
object..

Is anyone else fighting a similar issue?

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
  Sent: Wednesday, February 13, 2008 10:50 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: arserver.exe Memory Usage 7.0.01


  **
  Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64
servers.  The one I have up that has relatively steady development in
Kinetic Request going on, plus daily testing of notifications and paging,
shows a peak at 825,000 K - and it has been running without a restart since
16 January.  The back end is SQL Server 2005 x64 on separate servers.  It
has been a while since I ran any 7.0.01 servers (patch 003, middle of last
year), but I believe that 7.1 has a smaller memory footprint.
  Christopher Strauss, Ph.D.
  Call Tracking Administration Manager
  University of North Texas Computing & IT Center
  http://itsm.unt.edu/






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bardsley, Michael
Sent: Wednesday, February 13, 2008 8:50 AM
To: arslist@ARSLIST.ORG
Subject: arserver.exe Memory Usage 7.0.01


**
Not sure if anyone will be able to provide me a direct answer on
this but would anyone be able to tell me about how much memory arserver.exe
should be consuming on the server after it has been running for a few days
without restarting?

I am running ARS 7.0.01 Patch 005 with the full ITSM 7.02 Suite, SLM
7.03, 

More than one instance of User Tool on same PC

[Susan Palmer]

Hi everyone,

I strongly believe in following license agreements and believe we have.  I
knew that when we upgraded to v7.x you could no longer go from PC to PC and
log in without receiving the message and releasing the other PC.

I just assumed I guess that meant you couldn't log in twice at one PC.  Yes,
I knew I could do it but then again I am all powerful admin.

It was brought to my attention today that a solution they used for one of
our customers is to give her two monitors and she can log into to user tools
and use one on each monitor.  No, she doesn't work that fast but she'll run
reports on one and do work on the other.

Is that feature acceptable in the licensing scheme of things?

Thanks,
Susan

Susan Palmer
ShopperTrak
ARS v 7.0.1P3, server, user, admin
Oracle 10g
Windows 2003

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Re: Dynamic Group Access

[Susan Palmer]

Thanks Matt,

That explanation was very clear and the conclusion I came to also so it's
good to know my thinking is correct.

Now I just need to find the best/easiest way to add the group to thousands
of fields.

Thanks,
Susan

On Thu, Feb 14, 2008 at 8:40 AM, Carey Matthew Black <[EMAIL PROTECTED]>
wrote:

> Susan,
>
> Permissions in ARS are in layers... Additive layers.
>
> A) First a user must have access to the Form.
> B) Next the user needs to have access to Field 1.
> C) Next the user needs to have access to any of the other fields on the
> form.
>
> The key here is that the user does not have to gain access to all
> levels via the same Access Control group.
>
>
> So...
>
> A) Lets say you have a form that is "Public (Hidden)".
>So all users can "use" the form, but not see it in there "Object
> list"s.
>
> B) The permissions on Field 1 have these three groups:
> Helpdesk, (some groupID)
> AllCustomers, (some groupID)
> Dynamic60001 (groupID=60001)
>
> So any user that is in "Helpdesk", or "AllCustomers" would have access
> to all records (field 1 values) in the form.
> However the third group is a reference to data in each record. So to
> know who fits in that group the Application server has to look at the
> record in question and check the data in $USER $'s 'Group List'
> against the data in the field $60001$ for that record. (Any match
> grants access to the record.)
>
> C) Then the server will check the permissions on each field and see if
> the $USER $ has access to the field.
> Again... dynamic groups, or "static" groups can be used on any
> field and not just field 1.
>
> Also... the "dynamic groups" are a list of: Static Groups, User Names,
> or Roles (for Deployable applications only). To keep things a bit
> simpler... think of Roles as "Static groups". The thing about "dynamic
> groups" is that they are defined on a record by record basis. So if
> one record has a value of : 'bob';"Helpdesk" then for that record all
> members of the group "Helpdesk" and also the user 'bob' would be a
> member of that dynamic group for that record.
>
>
> So let's say we have two other fields to talk about.
>
> 'Status'
>  Permissions: Public (View),  HelpDesk(Change)
> 'Short Description'
>  Permissions: HelpDesk(Change), Dynamic60001(Change)
>
> If the $USER $'s group list is blank then they will be able to see
> 'Status'.
>  They MAY also be able to see 'Short Description', If and only if
> their user name appears in the 'Dynamic60001' field in single quotes.
>
> If the $USER $'s group list contains "HelpDesk" then they will be able
> to see both fields.
>
> If the $USER $'s group list is not blank, and does not contain
> "HelpDesk" then they will be able to see 'Status'.
>  They MAY also be able to see 'Short Description', If and only if
> their user name appears in the 'Dynamic60001' field in single quotes.
>
>
> So... the question becomes What are the permissions on the fields,
> and what fields should these users (the ones that you put into the
> 'Dynamic61' field) be able to access?
>
>
> That may not have been the best example... but I hope it helps.
>
> --
> 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 Wed, Feb 13, 2008 at 6:28 PM, Susan Palmer <[EMAIL PROTECTED]>
> wrote:
> > **
>  > Hi everyone,
> >
> > For the most part our system deals with external customer companies.
>  Until
> > now we all access pretty well everything with no problems.  Now we want
> to
> > give access to a distributor we use and allow them to access particular
> > customers they work with on our behalf.  In actuality only about 3-5% of
> our
> > customer records.
> >
> > So I thought this would be a good opportunity to try dynamic group
> access
> > (first time user).  First I thought I could just create the group 60001,
> a
> > few regular groups to distinguish between US, UK, CHINA, and the
> character
> > field with ID 60001 on a particular form.  I did that and in the
> character
> > field 60001 on several records I put the different values of US, UK,
> CHINA.
> >
> > Then I logged in as various users that are in those particular groups
> > thinking I'd only see those records.  Well it didn't work that way I
> could
> > see all the records.  I re-read all the documentation I could find etc
> etc
> > etc, drove myself a little crazy because this shouldn't be that hard,
> seemed
> > like a slam dunk in class a year ago . lol
> >
> > So back to basics, created a test form with the 60001 field.  I also had
> a
> > problem since I thought instructions said to put users in the 60001
> group
> > but on my new form I was getting errors which I didn't get before.  So I
> > removed them and left them in their US, UK, CHINA groups respectively
> (among
> > others).
> >
> > Created records and made a few of each type of 60001 group choice.  Did

OT - HelpDesk Lite (was Company Dropping Remedy)

[Sanford, Claire]

Some of you know this and most don't...  At one point in my life I was
extremely work obsessed.
 
I named my dog  Remey'd - He is a registered pharaoh hound, so that is
what is on his papers.
 
A few years later, I got him a little sister... in keeping with the
naming convention... I named and registered her as  Marimba
 
I am not renaming my dogs
 
Can you see me at the dog park calling... "Here Configuration Discovery
Express"



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Thursday, February 14, 2008 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


** 
> Wasn't Service Desk Express formerly know as [...] Magic?
 
Yes.  Because the "Express" line now includes other products beyond the
original Magic offering,and to be more indicative of it's
small-to-mid-market target, the name was changed.  For example, the
Configuration Discovery Express product is based on the Enterprise
version of such (which itself used to be known as Marimba).
 
Some products, like Configuration Discovery Express, do enable a
customer to integrate with CMDB although it is not required.  This can
be used as a stepping stone in a migration to an Enterprise product,
such as the AR System based ITSM suite.
 
-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 arslist
Sent: Wednesday, February 13, 2008 6:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


** 
David,
 
Wasn't Service Desk Express formerly know as that 
lesser product (not that you can call it that) known as Magic?
 
I notice that the glossy for it has the famous spider diagram
with CMDB in the middle, but since I am part of the Atrium/CMDB world,
I am not familiar with what Magic uses at this point?
 
Personally, I think the market would be better served with a Remedy
based ITSM light, perhaps based on ITSM 4,5,6 rather than the Magic,
but that is my personal opinion :-)
 
... Daniel
 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: February 13, 2008 7:08 PM
To: arslist@ARSLIST.ORG
Subject: HelpDesk Lite (was: Company Dropping Remedy)


** 
> Why not develop and support two application lines? ITSM 7.x for the
deep pocket companies that might really need it and can afford it and a 
> "Helpdesk Lite" if you will, for the smaller and "mature" companies
that just need a solid app that's fully customizable and affordable?
 
FYI, this is what the ITSM Express (ITSMe) suite is intended to provide:
 
http://www.bmc.com/products/documents/32/18/83218/83218.pdf
BMC ITSM Express combines industry-leading products, designed to meet
the needs of the midsized business, into a modular IT service management
solution that provides:

*   
Incident and problem management

*   
Asset management and discovery

*   
Change and configuration management

*   
Performance and availability management

*   
Web access and identity management

-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 Timothy Powell
Sent: Thursday, February 07, 2008 7:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Company Dropping Remedy


** 

I wasn't necessarily stating that BMC/Remedy focus on small- and
mid-sized customers to be its primary customer base. Rather, my point
was, why turn your back on that market all together? A company shouldn't
put all of its eggs in any basket, be it the small/mid or enterprise
basket. And they shouldn't focus on a single solution for everybody's
needs.

 

One reason for BMC to continue supporting/developing smaller, more
customizable apps than the current 7.x ITSM Suite? As many posters have
stated, not everybody is ready for, nor wants a fully ITIL compliant
package like 7.x just for sake of being "ITIL compliant". Many customers
have very solid business processes that their current <7.x applicati

Re: arserver.exe Memory Usage 7.0.01

[Bardsley, Michael]

About the memory again.  We also notice that even after a restart when
the memory is at about 650,000 - 700,000 K, if you save something using
the admin tool the memory footprint spikes up to about 1,200,000 K.  It
usually gives it back.  Does that sound right?
 
Mike



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Thursday, February 14, 2008 10:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserver.exe Memory Usage 7.0.01


** Remedy just needs to tune the startup of arserver.  That's kind of
where the problem lies.

start arserver
... 
-> fetch 100 of 5 records from feild_dispprop (read 6mb of data and
use 20k)
  -> process those 100 records
-> fetch next 100 of 5 records from feild_dispprop (read 6mb of data
and use 20k)
  -> process those 100 records
-> fetch next 100 of 5 records from feild_dispprop (read 6mb of data
and use 20k)
  -> process those 100 records
...

No wonder it takes so long.  How about fetching all the data at once,
the processing it serially, or even better, in parallel.  It is
something that can be done, but the people at BMC have to be convinced
that there is a benefit to the customers, and they probably have to be
able to directly capitalize on it to get a direction from management,
neither of which is probably going to happen.

Axton Grams


On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael
<[EMAIL PROTECTED]> wrote:


** 
I was told by support that there is a known slow startup issue
with a windows/remote oracle database configuration.  We are looking at
about 7 minutes startup.  My db confirmed that at startup he see's the
ARADMIN account pulling little bits of information at a slow pace from
field_dispprop table.  I was told that is the Data Definition files that
AR holds in memory.  We have also seen some database timeouts while
saving changes in the Admin tool.  



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Thursday, February 14, 2008 2:37 AM 

To: arslist@ARSLIST.ORG
Subject: Re: arserver.exe Memory Usage 7.0.01


** 
We are running our AR Server at around that much (650,000 K)
too. We are experiencing a lag of at least 15 minutes at the start of
the services. We are currently working with BMC Support on that.. At
Remedy supports suggestion, we tried a 1 GB connection @ Full Duplex
between the AR Server and the DB and that didn't help much either.
 
What is the average time you guys are experiencing on restart of
AR Services?
 
We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM
on our AR Server.
 
We have tried tuning the database with the help of our DBA's and
none of our efforts produced any significant change in the performance
during startup.
 
Even after startup, it does take unreasonably long to save even
a light form or save a filter or active link or menus even if we click
on the server name on the server window so it doesn't refresh any lists
after saving an object..
 
Is anyone else fighting a similar issue?
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Wednesday, February 13, 2008 10:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserver.exe Memory Usage 7.0.01


** 
Typically ARS 7.1.00.001 runs at about 650,000 K on my
Win2K3 x64 servers.  The one I have up that has relatively steady
development in Kinetic Request going on, plus daily testing of
notifications and paging, shows a peak at 825,000 K - and it has been
running without a restart since 16 January.  The back end is SQL Server
2005 x64 on separate servers.  It has been a while since I ran any
7.0.01 servers (patch 003, middle of last year), but I believe that 7.1
has a smaller memory footprint.

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

 




From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bardsley,
Michael
Sent: Wednesday, February 13, 2008 8:50 AM
To: arslist@ARSLIST.ORG
Subject: arserver.exe Memory Usage 7.0.01


** 

Not sure if anyone will be able to provide me a
direct answer on this but would anyone be able to tell me about how much
memory arserver.exe should be

Re: Max Returned entries

[Rick Cook]

Yes.  Force the use of User Preferences and then set the value there.  Since
they are stored in a Remedy form, you can enforce permissions on the field
and/or workflow to change its value based on any criteria you wish.  Keep in
mind that the maximum value you can allow is still controlled by the setting
at the server level, so using the UP is a way to set varying maximums below
that level.

Rick

On Thu, Feb 14, 2008 at 12:28 AM, Fritz Cornelissen <
[EMAIL PROTECTED]> wrote:

> **
>
> Hi All,
>
>
>
> Need some advice please? Is it possible to force the number of max entries
> returned by getlist for specific users without setting the max returned
> entries in the User or Admin Tool?
>
>
>
> Kind regards,
>
> Fritz
>
>
>
>
>
>
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: ITSM 7, Mid-tier vs Remedy User, Differences?

[Julie L Kanakanui JLKANAKA]

Thank you...

Julie Kanakanui
Remedy Administrator/Developer
Information Technology Services
University of North Carolina at Greensboro
[EMAIL PROTECTED]



"Easter, David" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

02/14/2008 10:42 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: ITSM 7, Mid-tier vs Remedy User, Differences?






** 
There is this general AR System white paper:
 
25-Oct-2007 (White Paper) BMC Remedy Action Request System 7.0: Behavioral 
differences Between BMC Remedy User and Web Clients PDF 
 
http://www.bmc.com/supportu/documents/59/05/85905/85905.pdf
 
Crystal Reports can be run using the web client through the use of a 
Crystal/BO Enterprise server.
 
-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 Julie L Kanakanui JLKANAKA
Sent: Thursday, February 14, 2008 6:47 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7, Mid-tier vs Remedy User, Differences?

** 
Hello, 

Is there a doc that highlights differences in how ITSM 7 functions for the 
end-user via mid-tier versus Remedy User tool?

Or, if anyone knows of any main differences and could share that info, it 
would be appreciated. 

I am particularly wondering about  the viewing of Crystal Reports from 
within Remedy I know in 6.x we were unable to use the Reports function 
to run Crystal Reports using mid-tier; had to use Remedy User to run 
these.

Thanks, 

Julie Kanakanui
Remedy Administrator/Developer
Information Technology Services
University of North Carolina at Greensboro
[EMAIL PROTECTED]
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html___ 

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Re: HelpDesk Lite (was: Company Dropping Remedy)

[Decou, Candace M]

And if it is Magic based and not ARS based, does that mean an entirely
new implementation for my small size client who needs to upgrade from
Help Desk 5.6?  In other words, no upgrade path from where we are to
where we need to go?  What will happen to the other 8 or 9 custom
applications currently co-residing with the Help Desk app on the same AR
server?
I agree with Daniel - we want and need a Remedy based trimmed down
version of Help Desk.  Call it lite or low-caloric...I don't care.  I
just know some of us need it badly.
Help!!  Please - and thanks for listening.
:)
 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of arslist
Sent: Wednesday, February 13, 2008 6:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


** 
David,
 
Wasn't Service Desk Express formerly know as that 
lesser product (not that you can call it that) known as Magic?
 
I notice that the glossy for it has the famous spider diagram
with CMDB in the middle, but since I am part of the Atrium/CMDB world,
I am not familiar with what Magic uses at this point?
 
Personally, I think the market would be better served with a Remedy
based ITSM light, perhaps based on ITSM 4,5,6 rather than the Magic,
but that is my personal opinion :-)
 
... Daniel
 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: February 13, 2008 7:08 PM
To: arslist@ARSLIST.ORG
Subject: HelpDesk Lite (was: Company Dropping Remedy)


** 
> Why not develop and support two application lines? ITSM 7.x for the
deep pocket companies that might really need it and can afford it and a 
> "Helpdesk Lite" if you will, for the smaller and "mature" companies
that just need a solid app that's fully customizable and affordable?
 
FYI, this is what the ITSM Express (ITSMe) suite is intended to provide:
 
http://www.bmc.com/products/documents/32/18/83218/83218.pdf
BMC ITSM Express combines industry-leading products, designed to meet
the needs of the midsized business, into a modular IT service management
solution that provides:

*   
Incident and problem management

*   
Asset management and discovery

*   
Change and configuration management

*   
Performance and availability management

*   
Web access and identity management

-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 Timothy Powell
Sent: Thursday, February 07, 2008 7:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Company Dropping Remedy


** 

I wasn't necessarily stating that BMC/Remedy focus on small- and
mid-sized customers to be its primary customer base. Rather, my point
was, why turn your back on that market all together? A company shouldn't
put all of its eggs in any basket, be it the small/mid or enterprise
basket. And they shouldn't focus on a single solution for everybody's
needs.

 

One reason for BMC to continue supporting/developing smaller, more
customizable apps than the current 7.x ITSM Suite? As many posters have
stated, not everybody is ready for, nor wants a fully ITIL compliant
package like 7.x just for sake of being "ITIL compliant". Many customers
have very solid business processes that their current <7.x application
supports. Many of those same customers have realized the benefit of the
awesome development package that ARS is and have built custom apps that
they have integrated into the <7.x apps. They just need upgrades to the
simpler (and customizable) applications they already have.

 

Another reason to go back into that market is that not every company can
afford the cost of a 7.x BMC application, but they have the need for
something. One poster mentioned the old Rapid Results program. For $30k,
the customer got 10 days of consulting services, a fully installed and
configured Helpdesk product complete with Asset and Change Lite and a
total of 8 fixed licenses. Once it was done, the company doesn't really
need a developer on staff to do customizations, they just need an
Application Administrator to manage the data. Quick, simple and
affordable, both in initial

Re: ITSM 7, Mid-tier vs Remedy User, Differences?

[Easter, David]

There is this general AR System white paper:
 
25-Oct-2007 (White Paper) BMC Remedy Action Request System
7.0: Behavioral differences Between BMC Remedy User and Web Clients PDF
  
 
http://www.bmc.com/supportu/documents/59/05/85905/85905.pdf
 
Crystal Reports can be run using the web client through the use of a
Crystal/BO Enterprise server.
 
-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 Julie L Kanakanui JLKANAKA
Sent: Thursday, February 14, 2008 6:47 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7, Mid-tier vs Remedy User, Differences?


** 
Hello, 

Is there a doc that highlights differences in how ITSM 7 functions for
the end-user via mid-tier versus Remedy User tool?

Or, if anyone knows of any main differences and could share that info,
it would be appreciated.  

I am particularly wondering about  the viewing of Crystal Reports from
within Remedy I know in 6.x we were unable to use the Reports
function to run Crystal Reports using mid-tier; had to use Remedy User
to run these.

Thanks, 


Julie Kanakanui
Remedy Administrator/Developer
Information Technology Services
University of North Carolina at Greensboro
[EMAIL PROTECTED]

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Re: Upgrade from 6.3 to 7.1

[Easter, David]

Both Windows 2000 and SQL Server 2000 are supported in AR System 7.1.00
 
http://www.bmc.com/support/bmcremedycomp/AR_System_7_1_00_Compatibility_
Matrix_v1_0_3.pdf
 
However, I would encourage anyone with the chance to move to a later
version to do so as there is a reasonable probability that AR System
7.1.00 will be the last AR System release to support either of them.
This is primarily due to the impending release of Windows Server 2008
and SQL Server 2008 which would be most likely picked up by AR System in
its next version.
 
The Microsoft SQL Server 2008 release has been delayed to the second
half of 2008, so this may have an impact on such support, of course.  
http://databases.about.com/b/2008/01/27/microsoft-delays-sql-server-2008
-release-date.htm

http://blogs.technet.com/dataplatforminsider/archive/2008/01/25/microsof
t-sql-server-2008-roadmap-clarification.aspx

-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: Wednesday, February 13, 2008 11:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade from 6.3 to 7.1


** 
Mudit,
 
I am not sure if ARS 7.1 supports MS-SQL 2000. You may need to upgrade
to MS-SQL 2005. Please check the compatibility matrix before you take my
word for it..
 
Also I am not sure if Windows 2000 is supported. You may need Windows
2003 SP 2.
 
If you have to upgrade to MS-SQL 2005, make sure you have nothing in
your application that uses the SQL DTS services.. DTS has been dropped
in MS-SQL 2005.
 
Cheers
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Mudit Chaudhry
Sent: Thursday, February 14, 2008 1:57 AM 
To: arslist@ARSLIST.ORG
Subject: Upgrade from 6.3 to 7.1


** 
Folks,
 
We are in process of upgrading ARS from 6.3 to 7.1. Just wanted
to get an opinion of people who have done this. 
Any issues that we should watch out for? Our environment is
Windows 2000 OS and MS SQL 2000 database. 
 
Thanks
Mudit

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User Tool Error 1950 - Error Loading Menu

[Wangler, Dan]

Dear list

 

We have a strange problem with some of our User Tool users. We have a
home built help desk application running ARS 7.0.1 patch 3.  On the form
we have a character field will a menu.  On another character field, we
have a search menu that uses the selection from the first menu to get
entries for the second menu.  The list that is returned in the second
menu can be quite long.

 

We are getting complaints from some user that when they select an item
from the first field and then try to list the entries for the second
field, they are getting the following: 

 

  Error Loading Menu (ARERR 1950) *  

 

and the following error running a macro (a macro that has been running
for years) against the same form:

 

Not enough storage is available to do this operation.  Close some open
forms and try again.

 

Clearning the user tool cache does not resolve it.  The only way to get
out of this situation is to close the user tool and reopen it.

 

Has anyone else encountered problems similar to these?  Is there a
possible memory leak in the 7.0.1 p3 version of the user tool?

 

The field expansions, although a bit slow, seem to work OK from the web.

 

Thanks and regards

 

Dan

 

 

Dan Wangler,   Team Lead,  STARS Group

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

Client/Server Services, IT Opeations

Texas Instruments, Inc.

6500 Chase Oaks Blvd., MS 8401

Plano, Texas, 75023 

 


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Re: HelpDesk Lite (was: Company Dropping Remedy)

[Easter, David]

> Wasn't Service Desk Express formerly know as [...] Magic?
 
Yes.  Because the "Express" line now includes other products beyond the
original Magic offering,and to be more indicative of it's
small-to-mid-market target, the name was changed.  For example, the
Configuration Discovery Express product is based on the Enterprise
version of such (which itself used to be known as Marimba).
 
Some products, like Configuration Discovery Express, do enable a
customer to integrate with CMDB although it is not required.  This can
be used as a stepping stone in a migration to an Enterprise product,
such as the AR System based ITSM suite.
 
-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 arslist
Sent: Wednesday, February 13, 2008 6:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


** 
David,
 
Wasn't Service Desk Express formerly know as that 
lesser product (not that you can call it that) known as Magic?
 
I notice that the glossy for it has the famous spider diagram
with CMDB in the middle, but since I am part of the Atrium/CMDB world,
I am not familiar with what Magic uses at this point?
 
Personally, I think the market would be better served with a Remedy
based ITSM light, perhaps based on ITSM 4,5,6 rather than the Magic,
but that is my personal opinion :-)
 
... Daniel
 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: February 13, 2008 7:08 PM
To: arslist@ARSLIST.ORG
Subject: HelpDesk Lite (was: Company Dropping Remedy)


** 
> Why not develop and support two application lines? ITSM 7.x for the
deep pocket companies that might really need it and can afford it and a 
> "Helpdesk Lite" if you will, for the smaller and "mature" companies
that just need a solid app that's fully customizable and affordable?
 
FYI, this is what the ITSM Express (ITSMe) suite is intended to provide:
 
http://www.bmc.com/products/documents/32/18/83218/83218.pdf
BMC ITSM Express combines industry-leading products, designed to meet
the needs of the midsized business, into a modular IT service management
solution that provides:

*   
Incident and problem management

*   
Asset management and discovery

*   
Change and configuration management

*   
Performance and availability management

*   
Web access and identity management

-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 Timothy Powell
Sent: Thursday, February 07, 2008 7:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Company Dropping Remedy


** 

I wasn't necessarily stating that BMC/Remedy focus on small- and
mid-sized customers to be its primary customer base. Rather, my point
was, why turn your back on that market all together? A company shouldn't
put all of its eggs in any basket, be it the small/mid or enterprise
basket. And they shouldn't focus on a single solution for everybody's
needs.

 

One reason for BMC to continue supporting/developing smaller, more
customizable apps than the current 7.x ITSM Suite? As many posters have
stated, not everybody is ready for, nor wants a fully ITIL compliant
package like 7.x just for sake of being "ITIL compliant". Many customers
have very solid business processes that their current <7.x application
supports. Many of those same customers have realized the benefit of the
awesome development package that ARS is and have built custom apps that
they have integrated into the <7.x apps. They just need upgrades to the
simpler (and customizable) applications they already have.

 

Another reason to go back into that market is that not every company can
afford the cost of a 7.x BMC application, but they have the need for
something. One poster mentioned the old Rapid Results program. For $30k,
the customer got 10 days of consulting services, a fully installed and
configured Helpdesk product complete with Asset and Change Lite and a
total of 8 fixed licenses. Once it was done, the company doesn't reall

Identifying Unqualified Searches in Workflow

[Janie Sprenger]

Has anyone been able to figure out a relatively quick way to identify Set
Fields/ Push Fields qualifications in the database/workflow export that have
No qualification?

 

I'm not sure if there is a pattern in the internal qualifier that would
indicate that there is or is not a qual.

 

I'm also open to utilities that might be available that identify this - I
just can't think of what they might be off hand.

 

ARS7.x server

Oracle DB.

 

Thanks in advance for any suggestions,

 

Janie 

 


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Re: runmacro problem

[David Morgan]

Hi Niklas

I have recently seen exactly this with 6.3 runmacro.exe (patch 17 I
think) - we got around it by having the called perl script replace the
'=' with the 'eq'. 

I tried escaping the '=' with '\=' and various other attempts but
nothing seems to work. 

I'd be interested in seeing if there are other results from this
question.

Regards
Dave Morgan


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Niklas Asplund
Sent: 14 February 2008 14:45
To: arslist@ARSLIST.ORG
Subject: runmacro problem

--=_Part_891_23742306.1203000320065
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Hi all
I have a problem with a runmacro command that we are issuing in order to
transfer an entry from our server to a remote system.

As soon as I include an equal sign ( = ) in on of the fields that I'm
trying
to transfer, the field on the remote system ends up blank.

So if I try to transfer the description field from our server to another
server via runmacro.
And the description text includes an equal sign, the transfer fails.

Anyone seen this before??
Any ideas how to get around the problem??

// Niklas Asplund
Siemens IT Sweden

Windows 2003
SQL Server 2000
ARS 7.0.1 Patch 1


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**
Hi all
I have a problem with a runmacro command that we are issuing in
order to transfer an entry from our server to a remote
system.
 
As soon as I include an equal sign ( = ) in on of the fields
that I'm trying to transfer, the field on the remote system ends up
blank.
 
So if I try to transfer the description field from our server to
another server via runmacro.
And the description text includes an equal sign, the transfer
fails.
 
Anyone seen this before??
Any ideas how to get around the problem??
 
// Niklas Asplund
Siemens IT Sweden
 
Windows 2003
SQL Server 2000
ARS 7.0.1 Patch 1
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Re: HelpDesk Lite (was: Company Dropping Remedy)

[Timothy Powell]

But the platform is wrong. You're still forcing customers that have a solid
application and set of processes built on the 5.6 apps to change platforms.

 

TP

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Wednesday, February 13, 2008 7:08 PM
To: arslist@ARSLIST.ORG
Subject: HelpDesk Lite (was: Company Dropping Remedy)

 

** 

> Why not develop and support two application lines? ITSM 7.x for the deep
pocket companies that might really need it and can afford it and a 

> "Helpdesk Lite" if you will, for the smaller and "mature" companies that
just need a solid app that's fully customizable and affordable?

 

FYI, this is what the ITSM Express (ITSMe) suite is intended to provide:

 

http://www.bmc.com/products/documents/32/18/83218/83218.pdf

BMC ITSM Express combines industry-leading products, designed to meet the
needs of the midsized business, into a modular IT service management
solution that provides:

*   Incident and problem management
*   Asset management and discovery
*   Change and configuration management
*   Performance and availability management
*   Web access and identity management

-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 Timothy Powell
Sent: Thursday, February 07, 2008 7:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Company Dropping Remedy

** 

I wasn't necessarily stating that BMC/Remedy focus on small- and mid-sized
customers to be its primary customer base. Rather, my point was, why turn
your back on that market all together? A company shouldn't put all of its
eggs in any basket, be it the small/mid or enterprise basket. And they
shouldn't focus on a single solution for everybody's needs.

 

One reason for BMC to continue supporting/developing smaller, more
customizable apps than the current 7.x ITSM Suite? As many posters have
stated, not everybody is ready for, nor wants a fully ITIL compliant package
like 7.x just for sake of being "ITIL compliant". Many customers have very
solid business processes that their current <7.x application supports. Many
of those same customers have realized the benefit of the awesome development
package that ARS is and have built custom apps that they have integrated
into the <7.x apps. They just need upgrades to the simpler (and
customizable) applications they already have.

 

Another reason to go back into that market is that not every company can
afford the cost of a 7.x BMC application, but they have the need for
something. One poster mentioned the old Rapid Results program. For $30k, the
customer got 10 days of consulting services, a fully installed and
configured Helpdesk product complete with Asset and Change Lite and a total
of 8 fixed licenses. Once it was done, the company doesn't really need a
developer on staff to do customizations, they just need an Application
Administrator to manage the data. Quick, simple and affordable, both in
initial startup costs and ongoing maintenance. And if they want to do some
extra stuff, like build a custom HR app to integrate with it, they hire
somebody (like the many find independent developers on this list) to help
them do it and they're still ahead of the game. Those customers are still
there, but Remedy is no longer servicing those needs.

 

By focusing on ITIL and the 7.x ITSM Suite, BMC has excluded
(intentionally?) smaller companies that can't afford it as well as those
that don't actually need it and aren't going to change just for the sake of
change. Why not develop and support two application lines? ITSM 7.x for the
deep pocket companies that might really need it and can afford it and a
"Helpdesk Lite" if you will, for the smaller and "mature" companies that
just need a solid app that's fully customizable and affordable?

 

M2CW,

TP

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bradford Bingel
Sent: Thursday, February 07, 2008 1:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Company Dropping Remedy

 

** 

Some additional points we may want to consider:

 

1.  BMC Remedy appears to be tracking to ITIL standards rather closely.  If
ITIL is the objective, then the strategy should lean toward fully developed
applications with little room for customization (thus ensuring ITIL
compliance).  If your organization is not moving towards ITIL, then BMC
Remedy's product strategy may indeed appear to be out of synch with your
operational requirements.

 

2.  The long-term Remedy sales people (so few are left!) probabl

Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?

[haeyoon . lee]

Our support team has found that the 2 error logs we sent showed that
both times the ar server crapped out at a filter/filter guide.
SRM:AOI:Process_IN_PushAppRequestInfo_05_EventParam_TableLoop (165)

I wonder if the other 2 people experiencing issue might be able to
check their filter logs to see if it happens at that filter also.



On Feb 14, 9:01 am, [EMAIL PROTECTED] wrote:
> Nothing unusual in the event log of either ars server or ars db
> server.
>
> On Feb 14, 1:20 am, Joe D'Souza <[EMAIL PROTECTED]> wrote:
>
>
>
>
>
> > Also take a look at your Windows Events log and check the errors that get
> > written in chronological order.. This will probably give you an insight as
> > to why the AR Server service restarted as there might be related errors
> > written to the event long prior to the AR Server restart that may have
> > caused it to restart..
>
> > Cheers
>
> > Joe
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
>
> > [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED]
> > Sent: Wednesday, February 13, 2008 5:10 PM
> > To: [EMAIL PROTECTED]
> > Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?
>
> > Thanks for the tips.
>
> > We are running Windows 2003
> > Remedy 7.0.1 patch 4
> > ITSM 7.0.3 patch 6
> > SRM 2.1
> > SLM 7.0.3 patch 4
>
> > Database is on a remote server with windows 2003 and sql 2000.
>
> > I will check out the email part and hopefully see something that can
> > be fixed.
>
> > Harry
>
> > On Feb 13, 4:51  pm, john rosquist <[EMAIL PROTECTED]> wrote:
> > > Consider disabling escalations for a bit.   Also, consider and evaluate
> > the email engine. Are the emails in the queues very large. Are there LOTS of
> > them?
>
> > > Unix or windows?
>
> > > Penetration testing will cause a remedy server to crash, but just once per
> > scan event.
>
> > > John
>
> > > - Original Message 
> > > From: "[EMAIL PROTECTED]" <[EMAIL PROTECTED]>
> > > To: [EMAIL PROTECTED]
> > > Sent: Wednesday, February 13, 2008 4:14:34 PM
> > > Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?
>
> > > Did that.. and they are looking into it...
>
> > > Why would the remedy service suddenly restart?
> > > I can see it happen.   I've seen it 3 times when people message me that
> > > it is down.
> > > I check the server and the remedy service restarts (not the sever but
> > > just the service)
>
> > > arerror.log doesn't seem to indicate anything other than the actual
> > > error users get.
> > > DB log file shows no errors.
>
> > > On Feb 13, 3:20 pm, john rosquist <[EMAIL PROTECTED]> wrote:
> > > > TLI error is a networking error.   Given that the ARS server happens to
> > be down at the time, it means that the client/midtier cannot connect to it.
>
> > > > Turn SQL and API logging on. Look in the arerror.log in the db
> > directory. Look at your db too.
>
> > > > Call home to support to have them start working the issue too.
>
> > > > John Rosquist
> > > > Windward
>
> > > > - Original Message 
> > > > From: "[EMAIL PROTECTED]" <[EMAIL PROTECTED]>
> > > > To: [EMAIL PROTECTED]
> > > > Sent: Wednesday, February 13, 2008 2:38:26 PM
> > > > Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?
>
> > > > Hi,
>
> > > > We are getting the same issues.
> > > > When looking at the event logs and witnessing it happen, it looks like
> > > > something is causing the Remedy service to restart by itself on our
> > > > system.
> > > > This causes a 2-4 minutes outage as the remedy service restarts
> > > > itself.
> > > > We are in the midst of troubleshooting.
>
> > > > Anyone else with any ideas on how approach troubleshooting this?
> > > > It really has us stumped here.
>
> > > > Thanks
>
> > > > On Feb 13, 11:41 am, Peter <[EMAIL PROTECTED]> wrote:
> > > > > We (2 admins) just experienced this exact error yesterday.   I was
> > just
> > > > > Emailing my network security folks to see if there are any "security"
> > > > > port scans that might be occuring.   We're building our production 7.1
> > > > > server so the fast and list tread count are default "out of the box".
> > > > > I had a rpc connection error during the same time frame while loading
> > > > > SRM.
>
> > > > > On Feb 13, 8:43 am, "Durrant, Michael M. - ITSD"
>
> > > > > <[EMAIL PROTECTED]> wrote:
> > > > > > Howdy listers,
>
> > > > > >             Yesterday, when submitting searches, we were being
> > greeted by a
> > > > > > strange error:
>
> > > > > >             AR ERR [90] Cannot establish a network connection to the
> > AR
> > > > > > System server: dhwrem (0) : RPC: Miscellaneous tli error - System
> > error
> > > > > > (connection refused)
>
> > > > > >             We could create new cases and modify existing cases, but
> > we
> > > > > > could not submit searches.   I checked the arerror.log and there was
> > > > > > nothing out of the ordinary, save for a bunch of "SendEMail() 390620
> > :
> > > > > > Parameter list for a function i

Re: arserver.exe Memory Usage 7.0.01

[Axton]

Remedy just needs to tune the startup of arserver.  That's kind of where the
problem lies.

start arserver
...
-> fetch 100 of 5 records from feild_dispprop (read 6mb of data and use
20k)
  -> process those 100 records
-> fetch next 100 of 5 records from feild_dispprop (read 6mb of data and
use 20k)
  -> process those 100 records
-> fetch next 100 of 5 records from feild_dispprop (read 6mb of data and
use 20k)
  -> process those 100 records
...

No wonder it takes so long.  How about fetching all the data at once, the
processing it serially, or even better, in parallel.  It is something that
can be done, but the people at BMC have to be convinced that there is a
benefit to the customers, and they probably have to be able to directly
capitalize on it to get a direction from management, neither of which is
probably going to happen.

Axton Grams

On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael <
[EMAIL PROTECTED]> wrote:

> ** I was told by support that there is a known slow startup issue with a
> windows/remote oracle database configuration.  We are looking at about 7
> minutes startup.  My db confirmed that at startup he see's the ARADMIN
> account pulling little bits of information at a slow pace from field_dispprop
> table.  I was told that is the Data Definition files that AR holds in
> memory.  We have also seen some database timeouts while saving changes in
> the Admin tool.
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Joe D'Souza
> *Sent:* Thursday, February 14, 2008 2:37 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: arserver.exe Memory Usage 7.0.01
>
> ** We are running our AR Server at around that much (650,000 K) too. We
> are experiencing a lag of at least 15 minutes at the start of the services.
> We are currently working with BMC Support on that.. At Remedy supports
> suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server
> and the DB and that didn't help much either.
>
> What is the average time you guys are experiencing on restart of AR
> Services?
>
> We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR
> Server.
>
> We have tried tuning the database with the help of our DBA's and none of
> our efforts produced any significant change in the performance during
> startup.
>
> Even after startup, it does take unreasonably long to save even a light
> form or save a filter or active link or menus even if we click on the server
> name on the server window so it doesn't refresh any lists after saving an
> object..
>
> Is anyone else fighting a similar issue?
>
> Joe
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *strauss
> *Sent:* Wednesday, February 13, 2008 10:50 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: arserver.exe Memory Usage 7.0.01
>
> ** Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64
> servers.  The one I have up that has relatively steady development in
> Kinetic Request going on, plus daily testing of notifications and paging,
> shows a peak at 825,000 K - and it has been running without a restart since
> 16 January.  The back end is SQL Server 2005 x64 on separate servers.  It
> has been a while since I ran any 7.0.01 servers (patch 003, middle of last
> year), but I believe that 7.1 has a smaller memory footprint.
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Bardsley, Michael
> *Sent:* Wednesday, February 13, 2008 8:50 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* arserver.exe Memory Usage 7.0.01
>
> **
>
> Not sure if anyone will be able to provide me a direct answer on this but
> would anyone be able to tell me about how much memory arserver.exe should
> be consuming on the server after it has been running for a few days without
> restarting?
>
> I am running ARS 7.0.01 Patch 005 with the full ITSM 7.02 Suite, SLM 7.03,
> and CMDB 2 on a Windows server pointing to a remote Oracle 10G database.
>
> We just recently went live so we have been doing a lot of restarts as we
> have had to make system changes.  I noticed that after a restart
> arserver.exe consumes about 700,000 K.
>
> After a few days of not restarting I am seeing that the memory footprint
> has grown to about 1,300,000 K which has me concerned about a memory leak.
> This may be normal and it may not grow much larger so I will continue to
> monitor but wanted to toss the question out there..
>
> I understand that all environments are different and therefore no one
> instance is correct but just thought I would ask.
>
> Thanks,
>
> *Michael Bardsley*
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
> __Platin

Re: Email Engine Patch 006

[Louis Cobuccio]

Thanks Craig.

It turned out to be a bad password.  We had assumed that they went with
the remedy default admin password when they had originally setup the
system.  Turns out they didn't.  We found the right password and updated
the password in the admin tool.

Thanks again,
Lou

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter
Sent: Thursday, February 14, 2008 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Engine Patch 006

If you are getting the "failed to login to MAPI" error, this is usually
because the Outlook profile was not set up while logged in as the user
the service is running under or that login cannot connect to the mail
server.

The standard authentication error is usually a result of the application
service password entered when you installed the Email Engine does not
match the application service password in the database.

//SIGNED//
Craig Carter
Software Engineer, RSP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Thursday, February 14, 2008 5:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Engine Patch 006

Thank you Joe,

Sorry it was a very late night last night, and I did post my issue prior
to digging deeper.

Basically we are getting an Authentication Failed error when we try to
start the email engine service.  We are running out going mail only
under MAPI using MS Outlook.

Thank you all,
Lou

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Thursday, February 14, 2008 1:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Engine Patch 006

Lou,

Look up your AR Email Error Message form and see what errors have been
written to it since your upgrade..

Also it would help if you could let the list know what OS your Email
engine
is installed on..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Louis Cobuccio
Sent: Wednesday, February 13, 2008 8:37 PM
To: arslist@ARSLIST.ORG
Subject: Email Engine Patch 006


Hey Gang,

I just installed Email Engine Patch 006 for v 7.0.01.  I am not
receiving
emails after installation of the patch.   Searching the AR System Email
Messages form I see the test email I tried to send, however the Send
Message
column show "Yes" instead of "Sent" or "Error".  So it looks like I
can't
connect to the email server, however the configuration looks good.

Any thoughts?

Thank you
Lou 




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Re: Email Engine Patch 006

[Louis Cobuccio]

Hey gang,

This issue is resolved.   We set the wrong Admin password during the
installation process.

Thank you,
Lou

-Original Message-
From: Louis Cobuccio 
Sent: Thursday, February 14, 2008 7:41 AM
To: arslist@ARSLIST.ORG
Subject: RE: Email Engine Patch 006

Thank you Joe,

Sorry it was a very late night last night, and I did post my issue prior
to digging deeper.

Basically we are getting an Authentication Failed error when we try to
start the email engine service.  We are running out going mail only
under MAPI using MS Outlook.

Thank you all,
Lou

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Thursday, February 14, 2008 1:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Engine Patch 006

Lou,

Look up your AR Email Error Message form and see what errors have been
written to it since your upgrade..

Also it would help if you could let the list know what OS your Email
engine
is installed on..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Louis Cobuccio
Sent: Wednesday, February 13, 2008 8:37 PM
To: arslist@ARSLIST.ORG
Subject: Email Engine Patch 006


Hey Gang,

I just installed Email Engine Patch 006 for v 7.0.01.  I am not
receiving
emails after installation of the patch.   Searching the AR System Email
Messages form I see the test email I tried to send, however the Send
Message
column show "Yes" instead of "Sent" or "Error".  So it looks like I
can't
connect to the email server, however the configuration looks good.

Any thoughts?

Thank you
Lou 




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Re: Email Engine Patch 006

[Craig Carter]

If you are getting the "failed to login to MAPI" error, this is usually
because the Outlook profile was not set up while logged in as the user
the service is running under or that login cannot connect to the mail
server.

The standard authentication error is usually a result of the application
service password entered when you installed the Email Engine does not
match the application service password in the database.

//SIGNED//
Craig Carter
Software Engineer, RSP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Thursday, February 14, 2008 5:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Engine Patch 006

Thank you Joe,

Sorry it was a very late night last night, and I did post my issue prior
to digging deeper.

Basically we are getting an Authentication Failed error when we try to
start the email engine service.  We are running out going mail only
under MAPI using MS Outlook.

Thank you all,
Lou

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Thursday, February 14, 2008 1:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Engine Patch 006

Lou,

Look up your AR Email Error Message form and see what errors have been
written to it since your upgrade..

Also it would help if you could let the list know what OS your Email
engine
is installed on..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Louis Cobuccio
Sent: Wednesday, February 13, 2008 8:37 PM
To: arslist@ARSLIST.ORG
Subject: Email Engine Patch 006


Hey Gang,

I just installed Email Engine Patch 006 for v 7.0.01.  I am not
receiving
emails after installation of the patch.   Searching the AR System Email
Messages form I see the test email I tried to send, however the Send
Message
column show "Yes" instead of "Sent" or "Error".  So it looks like I
can't
connect to the email server, however the configuration looks good.

Any thoughts?

Thank you
Lou 




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ITSM 7, Mid-tier vs Remedy User, Differences?

[Julie L Kanakanui JLKANAKA]

**
Hello, Is there a doc that highlights differences in how ITSM 7 functions for the end-user via mid-tier versus Remedy User tool?Or, if anyone knows of any main differences and could share that info, it would be appreciated.  I am particularly wondering about  the viewing of Crystal Reports from within Remedy I know in 6.x we were unable to use the Reports function to run Crystal Reports using mid-tier; had to use Remedy User to run these.Thanks, Julie KanakanuiRemedy Administrator/DeveloperInformation Technology ServicesUniversity of North Carolina at Greensboro[EMAIL PROTECTED]__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___

runmacro problem

[Niklas Asplund]

Hi all
I have a problem with a runmacro command that we are issuing in order to
transfer an entry from our server to a remote system.

As soon as I include an equal sign ( = ) in on of the fields that I'm trying
to transfer, the field on the remote system ends up blank.

So if I try to transfer the description field from our server to another
server via runmacro.
And the description text includes an equal sign, the transfer fails.

Anyone seen this before??
Any ideas how to get around the problem??

// Niklas Asplund
Siemens IT Sweden

Windows 2003
SQL Server 2000
ARS 7.0.1 Patch 1

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Re: Dynamic Group Access

[Carey Matthew Black]

Susan,

Permissions in ARS are in layers... Additive layers.

A) First a user must have access to the Form.
B) Next the user needs to have access to Field 1.
C) Next the user needs to have access to any of the other fields on the form.

The key here is that the user does not have to gain access to all
levels via the same Access Control group.


So...

A) Lets say you have a form that is "Public (Hidden)".
So all users can "use" the form, but not see it in there "Object list"s.

B) The permissions on Field 1 have these three groups:
 Helpdesk, (some groupID)
 AllCustomers, (some groupID)
 Dynamic60001 (groupID=60001)

So any user that is in "Helpdesk", or "AllCustomers" would have access
to all records (field 1 values) in the form.
However the third group is a reference to data in each record. So to
know who fits in that group the Application server has to look at the
record in question and check the data in $USER $'s 'Group List'
against the data in the field $60001$ for that record. (Any match
grants access to the record.)

C) Then the server will check the permissions on each field and see if
the $USER $ has access to the field.
 Again... dynamic groups, or "static" groups can be used on any
field and not just field 1.

Also... the "dynamic groups" are a list of: Static Groups, User Names,
or Roles (for Deployable applications only). To keep things a bit
simpler... think of Roles as "Static groups". The thing about "dynamic
groups" is that they are defined on a record by record basis. So if
one record has a value of : 'bob';"Helpdesk" then for that record all
members of the group "Helpdesk" and also the user 'bob' would be a
member of that dynamic group for that record.


So let's say we have two other fields to talk about.

'Status'
  Permissions: Public (View),  HelpDesk(Change)
'Short Description'
  Permissions: HelpDesk(Change), Dynamic60001(Change)

If the $USER $'s group list is blank then they will be able to see 'Status'.
  They MAY also be able to see 'Short Description', If and only if
their user name appears in the 'Dynamic60001' field in single quotes.

If the $USER $'s group list contains "HelpDesk" then they will be able
to see both fields.

If the $USER $'s group list is not blank, and does not contain
"HelpDesk" then they will be able to see 'Status'.
  They MAY also be able to see 'Short Description', If and only if
their user name appears in the 'Dynamic60001' field in single quotes.


So... the question becomes What are the permissions on the fields,
and what fields should these users (the ones that you put into the
'Dynamic61' field) be able to access?


That may not have been the best example... but I hope it helps.

-- 
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 Wed, Feb 13, 2008 at 6:28 PM, Susan Palmer <[EMAIL PROTECTED]> wrote:
> **
> Hi everyone,
>
> For the most part our system deals with external customer companies.  Until
> now we all access pretty well everything with no problems.  Now we want to
> give access to a distributor we use and allow them to access particular
> customers they work with on our behalf.  In actuality only about 3-5% of our
> customer records.
>
> So I thought this would be a good opportunity to try dynamic group access
> (first time user).  First I thought I could just create the group 60001, a
> few regular groups to distinguish between US, UK, CHINA, and the character
> field with ID 60001 on a particular form.  I did that and in the character
> field 60001 on several records I put the different values of US, UK, CHINA.
>
> Then I logged in as various users that are in those particular groups
> thinking I'd only see those records.  Well it didn't work that way I could
> see all the records.  I re-read all the documentation I could find etc etc
> etc, drove myself a little crazy because this shouldn't be that hard, seemed
> like a slam dunk in class a year ago . lol
>
> So back to basics, created a test form with the 60001 field.  I also had a
> problem since I thought instructions said to put users in the 60001 group
> but on my new form I was getting errors which I didn't get before.  So I
> removed them and left them in their US, UK, CHINA groups respectively (among
> others).
>
> Created records and made a few of each type of 60001 group choice.  Did a
> query as one of the test users and got all the records but no data.  So I
> added 60001 permission to Request ID field.  That limited my query return
> but didn't show any data.  Then added 60001 permission to another field and
> whaalaa I could see that data.
>
> So this is where I need the reality check help.
>
> Do I have to put that 60001 group permission on every field on every form I
> want them to have access to?  It's literally thousands of fields.   Tell me
> this ain't so, that I've gone overboard.
>
> Is there a 

Re: Upgrade from 6.3 to 7.1

[Craig Carter]

We upgraded directly from v6.3 P22 to v7.0.1 P5 without any problems at
all.  We didn't move directly to 7.1 because there were no patches
available at the time and we couldn't accept some of the problems in the
initial release.  We checked with support and they confirmed there was
no need to install the base v7.0.1 first so we just ran the v7.0.1 P5
installers against the existing v6.3 P22 database.

 

After a backup, we first upgraded the database "in-place" from SQL
Server 2000 to SQL Server 2005.

After another backup, we then upgraded Remedy (ARS, Email Engine,
Approval, Assignment, etc).  We're running everything on Windows Server
2003.

 

We then built new servers from scratch with Windows Server 2003
Enterprise (they have more than 4GB of memory), SQL Server 2005
Enterprise (they have 8 processors), and ARS 7.0.1 P5.  Afterwards, we
backed up the database on the old server (now running SQL Server 2005
and v7.0.1 P5) and restored it on the new server.

 

Ended up with new servers and clean installs of the database and Remedy.
We're still running CSS 5.x on v7.0.1 P5 without any problems.  The only
issue we ran into is we had some duplicate login names that we had to
update/delete before the upgrade would run.  Another annoying item was
SQL Server 2005 added some schemas to match the logins when we restored
the database but it was easy enough to delete them and recreate the
permissions.  Otherwise, everything went smoothly.  We are not running
ITSM or CMDB so I have no idea whether you would have issues with those.
I agree you will want to check the compatibility matrix in regards to
supported combinations.

 

In regards to DTS-you can still run older DTS packages in SQL Server
2005 even though they replaced it.  Perform a Google or Microsoft search
and you will find the info.

 

//SIGNED//

Craig Carter

Software Engineer, RSP 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Thursday, February 14, 2008 12:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade from 6.3 to 7.1

 

Mudit,

 

I am not sure if ARS 7.1 supports MS-SQL 2000. You may need to upgrade
to MS-SQL 2005. Please check the compatibility matrix before you take my
word for it..

 

Also I am not sure if Windows 2000 is supported. You may need Windows
2003 SP 2.

 

If you have to upgrade to MS-SQL 2005, make sure you have nothing in
your application that uses the SQL DTS services.. DTS has been dropped
in MS-SQL 2005.

 

Cheers

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Mudit Chaudhry
Sent: Thursday, February 14, 2008 1:57 AM 
To: arslist@ARSLIST.ORG
Subject: Upgrade from 6.3 to 7.1

** 

Folks,

 

We are in process of upgrading ARS from 6.3 to 7.1. Just wanted
to get an opinion of people who have done this. 

Any issues that we should watch out for? Our environment is
Windows 2000 OS and MS SQL 2000 database. 

 

Thanks

Mudit

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Re: Upgrade from 6.3 to 7.1

[Shoemaker, Gary]

There is a bug with the midtier using events.  I am not sure if it the fix is 
included in patch one.


Gary Shoemaker
Sandia National Laboratories
505-284-1481




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe D'Souza
Sent: Thursday, February 14, 2008 12:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade from 6.3 to 7.1

**
Mudit,

I am not sure if ARS 7.1 supports MS-SQL 2000. You may need to upgrade to 
MS-SQL 2005. Please check the compatibility matrix before you take my word for 
it..

Also I am not sure if Windows 2000 is supported. You may need Windows 2003 SP 2.

If you have to upgrade to MS-SQL 2005, make sure you have nothing in your 
application that uses the SQL DTS services.. DTS has been dropped in MS-SQL 
2005.

Cheers

Joe
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Mudit Chaudhry
Sent: Thursday, February 14, 2008 1:57 AM
To: arslist@ARSLIST.ORG
Subject: Upgrade from 6.3 to 7.1

**
Folks,

We are in process of upgrading ARS from 6.3 to 7.1. Just wanted to get an 
opinion of people who have done this.
Any issues that we should watch out for? Our environment is Windows 2000 OS and 
MS SQL 2000 database.

Thanks
Mudit
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Problems during Oracle dmp import -- Error 1461

[Latter, Kris]

I'm having an issue in trying to import Remedy data directly into oracle
using oracle's import utility.

 

 

Oracle 10gR2 on HPUX 11i. Back end db for Remedy

Original db setup:  Locale not set (default C)

Oracle NLS_LANG american_america.we8iso8859p1

DB Char set - WE8ISO8859P1, National Char - AL16UTF16,
nls_length_semantics - char

 

We had a problem with french chars not being saved to db from client/web
app. We could not change language sets as the program csscan had too
many errors to do the change. So we created a dmp, dropped the db and
recreated it with:

 

At the OS level - set LANG and LC_ALL = en_US.UTF

Oracle account NLS_LANG =american_america.we8iso8859p1 (unchanged) 

On db creation - char set = AL32UTF8, National Char = AL16UTF16 and
nls_lenght_semantics=CHAR

 

Ran the import on the dump but I'm getting the following errors  

on a few tables:

. . importing table "T176"

 

 

IMP-00058: ORACLE error 1461 encountered

ORA-01461: can bind a LONG value only for insert into a LONG column

IMP-00028: partial import of previous table rolled back: 139 rows rolled
back

 

The tables have a few columns of varchar2 (4000 char). I tried to change
them to LONG but got the same error. 

 

Any help welcome.

 

Kris Latter
[EMAIL PROTECTED]  

 


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Re: arserver.exe Memory Usage 7.0.01

[Bardsley, Michael]

I was told by support that there is a known slow startup issue with a
windows/remote oracle database configuration.  We are looking at about 7
minutes startup.  My db confirmed that at startup he see's the ARADMIN
account pulling little bits of information at a slow pace from
field_dispprop table.  I was told that is the Data Definition files that
AR holds in memory.  We have also seen some database timeouts while
saving changes in the Admin tool.  



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Thursday, February 14, 2008 2:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserver.exe Memory Usage 7.0.01


** 
We are running our AR Server at around that much (650,000 K) too. We are
experiencing a lag of at least 15 minutes at the start of the services.
We are currently working with BMC Support on that.. At Remedy supports
suggestion, we tried a 1 GB connection @ Full Duplex between the AR
Server and the DB and that didn't help much either.
 
What is the average time you guys are experiencing on restart of AR
Services?
 
We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR
Server.
 
We have tried tuning the database with the help of our DBA's and none of
our efforts produced any significant change in the performance during
startup.
 
Even after startup, it does take unreasonably long to save even a light
form or save a filter or active link or menus even if we click on the
server name on the server window so it doesn't refresh any lists after
saving an object..
 
Is anyone else fighting a similar issue?
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Wednesday, February 13, 2008 10:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserver.exe Memory Usage 7.0.01


** 
Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3
x64 servers.  The one I have up that has relatively steady development
in Kinetic Request going on, plus daily testing of notifications and
paging, shows a peak at 825,000 K - and it has been running without a
restart since 16 January.  The back end is SQL Server 2005 x64 on
separate servers.  It has been a while since I ran any 7.0.01 servers
(patch 003, middle of last year), but I believe that 7.1 has a smaller
memory footprint.

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

 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bardsley, Michael
Sent: Wednesday, February 13, 2008 8:50 AM
To: arslist@ARSLIST.ORG
Subject: arserver.exe Memory Usage 7.0.01


** 

Not sure if anyone will be able to provide me a direct
answer on this but would anyone be able to tell me about how much memory
arserver.exe should be consuming on the server after it has been running
for a few days without restarting?

I am running ARS 7.0.01 Patch 005 with the full ITSM
7.02 Suite, SLM 7.03, and CMDB 2 on a Windows server pointing to a
remote Oracle 10G database.

We just recently went live so we have been doing a lot
of restarts as we have had to make system changes.  I noticed that after
a restart arserver.exe consumes about 700,000 K.

After a few days of not restarting I am seeing that the
memory footprint has grown to about 1,300,000 K which has me concerned
about a memory leak.  This may be normal and it may not grow much larger
so I will continue to monitor but wanted to toss the question out
there..

I understand that all environments are different and
therefore no one instance is correct but just thought I would ask. 

Thanks, 

Michael Bardsley

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Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?

[haeyoon . lee]

Nothing unusual in the event log of either ars server or ars db
server.


On Feb 14, 1:20 am, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> Also take a look at your Windows Events log and check the errors that get
> written in chronological order.. This will probably give you an insight as
> to why the AR Server service restarted as there might be related errors
> written to the event long prior to the AR Server restart that may have
> caused it to restart..
>
> Cheers
>
> Joe
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
>
> [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED]
> Sent: Wednesday, February 13, 2008 5:10 PM
> To: [EMAIL PROTECTED]
> Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?
>
> Thanks for the tips.
>
> We are running Windows 2003
> Remedy 7.0.1 patch 4
> ITSM 7.0.3 patch 6
> SRM 2.1
> SLM 7.0.3 patch 4
>
> Database is on a remote server with windows 2003 and sql 2000.
>
> I will check out the email part and hopefully see something that can
> be fixed.
>
> Harry
>
> On Feb 13, 4:51  pm, john rosquist <[EMAIL PROTECTED]> wrote:
> > Consider disabling escalations for a bit.   Also, consider and evaluate
> the email engine. Are the emails in the queues very large. Are there LOTS of
> them?
>
> > Unix or windows?
>
> > Penetration testing will cause a remedy server to crash, but just once per
> scan event.
>
> > John
>
> > - Original Message 
> > From: "[EMAIL PROTECTED]" <[EMAIL PROTECTED]>
> > To: [EMAIL PROTECTED]
> > Sent: Wednesday, February 13, 2008 4:14:34 PM
> > Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?
>
> > Did that.. and they are looking into it...
>
> > Why would the remedy service suddenly restart?
> > I can see it happen.   I've seen it 3 times when people message me that
> > it is down.
> > I check the server and the remedy service restarts (not the sever but
> > just the service)
>
> > arerror.log doesn't seem to indicate anything other than the actual
> > error users get.
> > DB log file shows no errors.
>
> > On Feb 13, 3:20 pm, john rosquist <[EMAIL PROTECTED]> wrote:
> > > TLI error is a networking error.   Given that the ARS server happens to
> be down at the time, it means that the client/midtier cannot connect to it.
>
> > > Turn SQL and API logging on. Look in the arerror.log in the db
> directory. Look at your db too.
>
> > > Call home to support to have them start working the issue too.
>
> > > John Rosquist
> > > Windward
>
> > > - Original Message 
> > > From: "[EMAIL PROTECTED]" <[EMAIL PROTECTED]>
> > > To: [EMAIL PROTECTED]
> > > Sent: Wednesday, February 13, 2008 2:38:26 PM
> > > Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?
>
> > > Hi,
>
> > > We are getting the same issues.
> > > When looking at the event logs and witnessing it happen, it looks like
> > > something is causing the Remedy service to restart by itself on our
> > > system.
> > > This causes a 2-4 minutes outage as the remedy service restarts
> > > itself.
> > > We are in the midst of troubleshooting.
>
> > > Anyone else with any ideas on how approach troubleshooting this?
> > > It really has us stumped here.
>
> > > Thanks
>
> > > On Feb 13, 11:41 am, Peter <[EMAIL PROTECTED]> wrote:
> > > > We (2 admins) just experienced this exact error yesterday.   I was
> just
> > > > Emailing my network security folks to see if there are any "security"
> > > > port scans that might be occuring.   We're building our production 7.1
> > > > server so the fast and list tread count are default "out of the box".
> > > > I had a rpc connection error during the same time frame while loading
> > > > SRM.
>
> > > > On Feb 13, 8:43 am, "Durrant, Michael M. - ITSD"
>
> > > > <[EMAIL PROTECTED]> wrote:
> > > > > Howdy listers,
>
> > > > >             Yesterday, when submitting searches, we were being
> greeted by a
> > > > > strange error:
>
> > > > >             AR ERR [90] Cannot establish a network connection to the
> AR
> > > > > System server: dhwrem (0) : RPC: Miscellaneous tli error - System
> error
> > > > > (connection refused)
>
> > > > >             We could create new cases and modify existing cases, but
> we
> > > > > could not submit searches.   I checked the arerror.log and there was
> > > > > nothing out of the ordinary, save for a bunch of "SendEMail() 390620
> :
> > > > > Parameter list for a function is empty" messages, which are typical
> (yet
> > > > > unexplained) on our system.
>
> > > > >             In a moment of panic, I increased the number of list and
> fast
> > > > > threads on our server and restarted the server.   I haven't seen the
> > > > > error yet today but the morning is still young...
>
> > > > >             Any one seen this before?
>
> > > > > TIA,
> > > > > Michael
>
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Re: arserver.exe Memory Usage 7.0.01

[Tony Worthington]

>Is anyone else fighting a similar issue?

We are.  We've tried everything you mentioned and have had no luck.  We 
have also worked with support.  (Moving the server to gig full made no 
difference here either.)

Our production environment starts in about 9 minutes, but test and qa take 
closer to 15.

Oracle remote database ... there have been threads on this topic 
previously.


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



"Joe D'Souza" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

02/14/2008 01:37 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: arserver.exe Memory Usage 7.0.01






** 
We are running our AR Server at around that much (650,000 K) too. We are 
experiencing a lag of at least 15 minutes at the start of the services. We 
are currently working with BMC Support on that.. At Remedy supports 
suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server 
and the DB and that didn't help much either.
 
What is the average time you guys are experiencing on restart of AR 
Services?
 
We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR 
Server.
 
We have tried tuning the database with the help of our DBA's and none of 
our efforts produced any significant change in the performance during 
startup.
 
Even after startup, it does take unreasonably long to save even a light 
form or save a filter or active link or menus even if we click on the 
server name on the server window so it doesn't refresh any lists after 
saving an object..
 
Is anyone else fighting a similar issue?
 
Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Wednesday, February 13, 2008 10:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserver.exe Memory Usage 7.0.01

** 
Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64 servers. 
 The one I have up that has relatively steady development in Kinetic 
Request going on, plus daily testing of notifications and paging, shows a 
peak at 825,000 K - and it has been running without a restart since 16 
January.  The back end is SQL Server 2005 x64 on separate servers.  It has 
been a while since I ran any 7.0.01 servers (patch 003, middle of last 
year), but I believe that 7.1 has a smaller memory footprint.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ 
 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Bardsley, Michael
Sent: Wednesday, February 13, 2008 8:50 AM
To: arslist@ARSLIST.ORG
Subject: arserver.exe Memory Usage 7.0.01

** 
Not sure if anyone will be able to provide me a direct answer on this but 
would anyone be able to tell me about how much memory arserver.exe should 
be consuming on the server after it has been running for a few days 
without restarting?
I am running ARS 7.0.01 Patch 005 with the full ITSM 7.02 Suite, SLM 7.03, 
and CMDB 2 on a Windows server pointing to a remote Oracle 10G database.
We just recently went live so we have been doing a lot of restarts as we 
have had to make system changes.  I noticed that after a restart 
arserver.exe consumes about 700,000 K.
After a few days of not restarting I am seeing that the memory footprint 
has grown to about 1,300,000 K which has me concerned about a memory leak. 
 This may be normal and it may not grow much larger so I will continue to 
monitor but wanted to toss the question out there..
I understand that all environments are different and therefore no one 
instance is correct but just thought I would ask. 
Thanks, 
Michael Bardsley
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