Re: Creating CERT7.DB for LDAP SSL
There are command line utilities that can be used to create and manage the cert7.db and key3.db files - installation of Navigator is not necessary; http://www.mozilla.org/projects/security/pki/nss/tools/ Mark From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of PCR Remedy Sent: 11 June 2008 16:56 To: arslist@ARSLIST.ORG Subject: Re: Creating CERT7.DB for LDAP SSL ** Hi Melissa, List, Does any have this information? How is the easy way, I can´t tell to Linux guy to install a No-Supported application and older versión of Nescape´. Thanks. Peter On 4/23/08, SUBSCRIBE arslist Melissa [EMAIL PROTECTED] wrote: ** We are having issues trying to create the cert7.db so that we can use LDAP SSL. Does anyone have a good step by step document on how this should be done? __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: NULL pointer error when consuming a web service
Hello Carey, nbsp; The header was included in the XML sent to the Mid-Tier but still failed. I tested with a default user in the Mid-Tier config Tool and without. Still the same error. nbsp; Here is the xml: lt;?xml version=1.0 encoding=utf-8?gt; lt;soap:Envelope xmlns:soap=http://schemas.xmlsoap.org/soap/envelope/; xmlns:xsi=http://www.w3.org/2001/XMLSchema-instance; xmlns:xsd=http://www.w3.org/2001/XMLSchema; xmlns:s=urn:MMA_SAP_AssetOrderModifyIngt; lt;soap:Headergt; lt;s:AuthenticationInfogt; lt;s:userNamegt;Demolt;/s:userNamegt; lt;s:passwordgt;xlt;/s:passwordgt; lt;s:authentication/gt; lt;s:locale/gt; lt;s:timeZone/gt; lt;/s:AuthenticationInfogt; lt;/soap:Headergt; lt;soap:Bodygt; lt;s:READ_EQUIP_LOCgt; lt;s:N_Activogt;9099lt;/s:N_Activogt; lt;s:CodigoBarrasgt;9099lt;/s:CodigoBarrasgt; lt;s:Descripcion_brevegt;n/alt;/s:Descripcion_brevegt; lt;s:Remitentegt;Demolt;/s:Remitentegt; lt;s:Requestergt;Demolt;/s:Requestergt; lt;s:Ubicaciongt;UB01lt;/s:Ubicaciongt; lt;/s:READ_EQUIP_LOCgt; lt;/soap:Bodygt; lt;/soap:Envelopegt; Here is the WSDL: lt;?xml version=1.0 encoding=UTF-8 ?gt; - lt;wsdl:definitions targetNamespace=urn:MMA_SAP_AssetOrderModifyIn xmlns=http://schemas.xmlsoap.org/wsdl/; xmlns:s=urn:MMA_SAP_AssetOrderModifyIn xmlns:soap=http://schemas.xmlsoap.org/wsdl/soap/; xmlns:soapenc=http://schemas.xmlsoap.org/soap/encoding/; xmlns:wsdl=http://schemas.xmlsoap.org/wsdl/; xmlns:xsd=http://www.w3.org/2001/XMLSchemagt; - lt;wsdl:typesgt; - lt;xsd:schema elementFormDefault=qualified targetNamespace=urn:MMA_SAP_AssetOrderModifyIngt; nbsp; lt;xsd:element name=READ_EQUIP_LOC type=s:CreateInputMap /gt; - lt;xsd:complexType name=CreateInputMapgt; - lt;xsd:sequencegt; nbsp; lt;xsd:element name=N_Activo type=xsd:string /gt; nbsp; lt;xsd:element name=CodigoBarras type=xsd:string /gt; nbsp; lt;xsd:element name=Descripcion_breve type=xsd:string /gt; nbsp; lt;xsd:element name=Remitente type=xsd:string /gt; nbsp; lt;xsd:element name=Requester type=xsd:string /gt; nbsp; lt;xsd:element name=Ubicacion type=xsd:string /gt; nbsp; lt;/xsd:sequencegt; nbsp; lt;xsd:attribute name=Asignada_a type=xsd:string /gt; nbsp; lt;xsd:attribute name=Estado type=xsd:string /gt; nbsp; lt;xsd:attribute name=ReturnCode type=xsd:string /gt; nbsp; lt;/xsd:complexTypegt; nbsp; lt;xsd:element name=READ_EQUIP_LOCResponse type=s:CreateOutputMap /gt; - lt;xsd:complexType name=CreateOutputMapgt; - lt;xsd:sequencegt; nbsp; lt;xsd:element name=CodigoBarras type=xsd:string /gt; nbsp; lt;xsd:element name=ReturnCode type=xsd:string /gt; nbsp; lt;xsd:element name=Ubicacion type=xsd:string /gt; nbsp; lt;xsd:element name=Asignada_a type=xsd:string /gt; nbsp; lt;xsd:element name=Descripcion_breve type=xsd:string /gt; nbsp; lt;xsd:element name=Estado type=xsd:string /gt; nbsp; lt;xsd:element name=Fecha_de_creacion type=xsd:dateTime /gt; nbsp; lt;xsd:element name=Fecha_de_modificacion type=xsd:dateTime /gt; nbsp; lt;xsd:element name=Historial_de_estado type=xsd:string /gt; nbsp; lt;xsd:element name=ID_de_peticion type=xsd:string /gt; nbsp; lt;xsd:element name=N_Activo type=xsd:string /gt; nbsp; lt;xsd:element name=Remitente type=xsd:string /gt; nbsp; lt;xsd:element name=Requester type=xsd:string /gt; nbsp; lt;xsd:element name=Ultima_modificacion_realizada_por type=xsd:string /gt; nbsp; lt;/xsd:sequencegt; nbsp; lt;/xsd:complexTypegt; nbsp; lt;xsd:element name=AuthenticationInfo type=s:AuthenticationInfo /gt; - lt;xsd:complexType name=AuthenticationInfogt; - lt;xsd:sequencegt; nbsp; lt;xsd:element name=userName type=xsd:string /gt; nbsp; lt;xsd:element name=password type=xsd:string /gt; nbsp; lt;xsd:element minOccurs=0 name=authentication type=xsd:string /gt; nbsp; lt;xsd:element minOccurs=0 name=locale type=xsd:string /gt; nbsp; lt;xsd:element minOccurs=0 name=timeZone type=xsd:string /gt; nbsp; lt;/xsd:sequencegt; nbsp; lt;/xsd:complexTypegt; nbsp; lt;/xsd:schemagt; nbsp; lt;/wsdl:typesgt; - lt;wsdl:message name=READ_EQUIP_LOCSoapIngt; nbsp; lt;wsdl:part element=s:READ_EQUIP_LOC name=parameters /gt; nbsp; lt;/wsdl:messagegt; - lt;wsdl:message name=ARAuthenticategt; nbsp; lt;wsdl:part element=s:AuthenticationInfo name=parameters /gt; nbsp; lt;/wsdl:messagegt; - lt;wsdl:message name=READ_EQUIP_LOCSoapOutgt; nbsp; lt;wsdl:part element=s:READ_EQUIP_LOCResponse name=parameters /gt; nbsp; lt;/wsdl:messagegt; - lt;wsdl:portType name=MMA_SAP_AssetOrderModifyInPortTypegt; - lt;wsdl:operation name=READ_EQUIP_LOCgt; nbsp; lt;wsdl:input message=s:READ_EQUIP_LOCSoapIn /gt; nbsp; lt;wsdl:output message=s:READ_EQUIP_LOCSoapOut /gt; nbsp; lt;/wsdl:operationgt; nbsp; lt;/wsdl:portTypegt; - lt;wsdl:binding name=MMA_SAP_AssetOrderModifyInSoapBinding type=s:MMA_SAP_AssetOrderModifyInPortTypegt; nbsp; lt;soap:binding style=document transport=http://schemas.xmlsoap.org/soap/http; /gt; - lt;wsdl:operation name=READ_EQUIP_LOCgt; nbsp; lt;soap:operation soapAction=urn:MMA_SAP_AssetOrderModifyIn/READ_EQUIP_LOC
$OS$ (AR_KEYWORD_OS)
Morning All. Does anyone know where the return values for the $OS$ keyword come from? I am resurrecting a bit of workflow to get users to update their Windows User Tool version if their are using Windows Vista. I currently collect login information and one item I collect is the value of the $OS$ keyword. For XP users it correctly states Windows XP. For W2K it says Windows 2000. For Vista, though, I get the string Windows NT or NT Server, which I also get for Windows 2003 Server!. So, how can I successfully test for Vista and not pick the few stray 2003 users? BTW the version of the User Tool I have available for users to upgrade to is 7.0.01 (patch 007). I have also downloaded 7.1.00 (patch 003) and get the same results from the two different OS versions. Thanks in advance, Ian Trimnell Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support Information Team, Academic Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England Wales and a charity registered in Scotland (SC 038302). ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: AIE Escape Character?
This looks right to me too. Just to test - try a simple set field and specific in your qualification a record you know has a login - VALUE = function|lower($Login$). Does that work? If yes, try this next. (If not, file a support ticket ;) ) Next - Try modifying the qualification query to $Login$ NOT Null and VALUE = function|lower($Login$). Still work? If yes, try this next. (If not, file a support ticket) Now try building the statement gain, going with what you know. STMT|IF $Login$ NOT NULL THEN VALUE = function|lower($Login$) ELSE VALUE = No Login ENDIF Hopefully, somewhere along the line you figure out what it doesn't like. If not, it should definately go to support because some directions aren't clear or you found a bug. Do let us know what you find. - Kelly Deaver [EMAIL PROTECTED] Original Message Subject: AIE Escape Character? From: Brian Gillock [EMAIL PROTECTED] Date: Wed, June 11, 2008 11:41 am To: arslist@ARSLIST.ORG Hey Listers, I'm not positive what I'm trying to do is even possible, but here's what I'm working on. I'm doing an import of users from source X. Problem is X isn't completely reliable and some records are missing $Login$, also I want all logins to be lowercase if they do exist. I'm setting missing logins to No Login so I can fire notifications. Here is my mapping statement. STMT|IF $Login$ is NULL THEN VALUE = No Login ELSE VALUE = function|lower($Login$) ENDIF What I end up with if they have a login is function|lower( The AIE docs state that literals must be in double quotes, and I have other mappings that resolve VALUE = $field$, so I assumed using the function would be good. Is it possible to use functions within IF statements? Is there some escape character that I'm missing? ARS 7.1 patch 2 AIE 7.1 patch 2 Windows Server 2003 SQL Server 2005 Thanks! Brian ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: $OS$ (AR_KEYWORD_OS)
Ian You can use the $OS$ keyword which is fine, but you may want the $VERSION$ keyword instead? OS The operating system of the machine on which a process is running. You can use this keyword to build workflow that executes conditionally based on the current operating system. Web applications do not support the $OS$ keyword; it will return NULL. VERSION The software version running on the client (active links) or server (filters and escalations). This keyword includes any applicable patch number. Note: The $VERSION$ keyword might not be interpreted correctly in workflow running on pre-5.0 UNIX user tool clients. Use the $OS$ keyword in qualifications to detect UNIX user tool clients. Regards Dave Morgan -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ian Trimnell Sent: 12 June 2008 12:20 To: arslist@ARSLIST.ORG Subject: $OS$ (AR_KEYWORD_OS) This is a multi-part message in MIME format. --00060408070808020407 Content-Type: text/plain; charset=ISO-8859-1; format=flowed Content-Transfer-Encoding: 7bit Morning All. Does anyone know where the return values for the $OS$ keyword come from? I am resurrecting a bit of workflow to get users to update their Windows User Tool version if their are using Windows Vista. I currently collect login information and one item I collect is the value of the $OS$ keyword. For XP users it correctly states Windows XP. For W2K it says Windows 2000. For Vista, though, I get the string Windows NT or NT Server, which I also get for Windows 2003 Server!. So, how can I successfully test for Vista and not pick the few stray 2003 users? BTW the version of the User Tool I have available for users to upgrade to is 7.0.01 (patch 007). I have also downloaded 7.1.00 (patch 003) and get the same results from the two different OS versions. Thanks in advance, Ian Trimnell Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support Information Team, Academic Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England Wales and a charity registered in Scotland (SC 038302). ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are --00060408070808020407 Content-Type: text/html; charset=ISO-8859-1 Content-Transfer-Encoding: 7bit ** !DOCTYPE html PUBLIC -//W3C//DTD HTML 4.01 Transitional//EN html head /head body bgcolor=#ff text=#00 pMorning All./p pDoes anyone know where the return values for the $OS$ keyword come from?nbsp; I am resurrecting a bit of workflow to get users to update their Windows User Tool version if their are using Windows Vista.nbsp; I currently collect login information and one item I collect is the value of the $OS$ keyword.nbsp; For XP users it correctly states Windows XP.nbsp; For W2K it says Windows 2000.nbsp; For Vista, though, I get the string Windows NT or NT Server, which I also get for Windows 2003 Server!./p pSo, how can I successfully test for Vista and not pick the few stray 2003 users?/p pBTW the version of the User Tool I have available for users to upgrade to is 7.0.01 (patch 007).nbsp; I have also downloaded 7.1.00 (patch 003) and get the same results from the two different OS versions./p pThanks in advance,/p div class=moz-signature addressfont color=redIan Trimnellbr /font/address hr noshade=noshade size=1 width=100% smallIan Trimnell, AR System Lead Developer (amongst other jobs),br Specialist Support amp; Information Team, Academic amp; Administrative Computing Servicebr Open University, MILTON KEYNES, UKbr Phone: 01908 653741 nbsp; web: http://www.open.ac.uk/br The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England amp; Wales and a charity registered in Scotland (SC 038302)./small /div /body /html __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ --00060408070808020407-- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 911: ITSM 7.x and Reporting
Kathy, If you are trying to run BO Crystal Reports XI .rpt files through the Remedy User Tool, I think, and someone correct me if I am wrong, XI is not supported even though the manuals say so, you have to use version 10. Crystal XI is meant to be used when accessing through the Mid-Tier or directly from the browser via the BO Crystal Reports Enterprise Server XI, which will cost your customers some serious cash to stand up due to the fact that SAP is raising the cost of Crystal Reports Enterprise CPU Licenses another 22% in mid June! Anyone who is planning on standing up or buying another CPU license for the Crystal XI Enterprise Server go out an buy your licenses now! I ran into the same issues when testing out Crystal with AR System version 7.1.0 but Crystal version 10 worked for me. I ran into a lot of issues and limitations with using Crystal 10 through the User Client and had to develop a user interface to force feed my SQL parameters through the active links instead of using the actual .rpt file to run the query when using the user client. We are going with the Enterprise Server XI for reporting. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris Sent: Wednesday, June 11, 2008 7:25 PM To: arslist@ARSLIST.ORG Subject: Re: 911: ITSM 7.x and Reporting ** The User tool -Original Message- From: Howard Richter [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 11 Jun 2008 2:12 pm Subject: Re: 911: ITSM 7.x and Reporting ** Kathy, One question where are you runing the reports (web or the user tool)? Howard On 6/11/08, Kathy Morris [EMAIL PROTECTED] wrote: ** Hello, Its been a long while that I have been chiseling away at this mystery. I can not figure out why this report is not executing in ITSM 7.x. We are going live and I have all these reports from Crystal XI, that are not opening in Remedy. Remedy says this is a customization so no help. Even when we tried to copy the OOB reports into a new record, the new copies did not open when we select Run Report button. Only the original OOB reports run. I built an open window action AL, and the Report still does not run. There is no qualification for the report to pass thru the parameter. Does anyone have an idea why the reports are not opening? There were 3 steps: 1. Add .rpt as attachment to Report Form 2. Fill in Category info in Report Form 3. Click Run Report button Am I missing a step? Get the Moviefone Toolbar http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00051 1 . Showtimes, theaters, movie news, more! __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] Resume = http://www.richter-home.net/resume/ LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ Get the Moviefone Toolbar http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00051 1 . Showtimes, theaters, movie news, more! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: $OS$ (AR_KEYWORD_OS)
David Morgan wrote: Ian You can use the $OS$ keyword which is fine, but you may want the $VERSION$ keyword instead? OS The operating system of the machine on which a process is running. You can use this keyword to build workflow that executes conditionally based on the current operating system. Web applications do not support the $OS$ keyword; it will return NULL. VERSION The software version running on the client (active links) or server (filters and escalations). This keyword includes any applicable patch number. Note: The $VERSION$ keyword might not be interpreted correctly in workflow running on pre-5.0 UNIX user tool clients. Use the $OS$ keyword in qualifications to detect UNIX user tool clients. Regards Dave Morgan Dave, I am aware of the Version keyword and I do check for it. What I am trying to do is warn users who have Vista installed on their PC to upgrade to V7.0.1 if they are running V7.0.0 or earlier. I am wanting to include the word 'Vista' in the the message window, but how can I definitely tell that they are running Vista if the OS string is the same for Windows 2003 and Vista? Ian Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support Information Team, Academic Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England Wales and a charity registered in Scotland (SC 038302). ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 911: ITSM 7.x and Reporting
John, actually I was able to do reporting with version 11. I think Kathy that the issue might possibly be due with the ODBC driver. When I had a similar problem, I'm pretty sure it was because I had a user embedded in my ODBC. Try clearing out any such information, or if that doesn't work, try filling it in. I forget what actually cleared the problem other than it was a bit fussy. Additionally, I recommend checking under tools\options in the ARUser tool under the advance tab that the report server is filled out correctly with the correct TCP/rpc if not default set correctly. Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701 [EMAIL PROTECTED] 06/12/08 8:56 AM Kathy, If you are trying to run BO Crystal Reports XI .rpt files through the Remedy User Tool, I think, and someone correct me if I am wrong, XI is not supported even though the manuals say so, you have to use version 10. Crystal XI is meant to be used when accessing through the Mid-Tier or directly from the browser via the BO Crystal Reports Enterprise Server XI, which will cost your customers some serious cash to stand up due to the fact that SAP is raising the cost of Crystal Reports Enterprise CPU Licenses another 22% in mid June! Anyone who is planning on standing up or buying another CPU license for the Crystal XI Enterprise Server go out an buy your licenses now! I ran into the same issues when testing out Crystal with AR System version 7.1.0 but Crystal version 10 worked for me. I ran into a lot of issues and limitations with using Crystal 10 through the User Client and had to develop a user interface to force feed my SQL parameters through the active links instead of using the actual .rpt file to run the query when using the user client. We are going with the Enterprise Server XI for reporting. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris Sent: Wednesday, June 11, 2008 7:25 PM To: arslist@ARSLIST.ORG Subject: Re: 911: ITSM 7.x and Reporting ** The User tool -Original Message- From: Howard Richter [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 11 Jun 2008 2:12 pm Subject: Re: 911: ITSM 7.x and Reporting ** Kathy, One question where are you runing the reports (web or the user tool)? Howard On 6/11/08, Kathy Morris [EMAIL PROTECTED] wrote: ** Hello, Its been a long while that I have been chiseling away at this mystery. I can not figure out why this report is not executing in ITSM 7.x. We are going live and I have all these reports from Crystal XI, that are not opening in Remedy. Remedy says this is a customization so no help. Even when we tried to copy the OOB reports into a new record, the new copies did not open when we select Run Report button. Only the original OOB reports run. I built an open window action AL, and the Report still does not run. There is no qualification for the report to pass thru the parameter. Does anyone have an idea why the reports are not opening? There were 3 steps: 1. Add .rpt as attachment to Report Form 2. Fill in Category info in Report Form 3. Click Run Report button Am I missing a step? Get the Moviefone Toolbar http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00051 1 . Showtimes, theaters, movie news, more! __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] Resume = http://www.richter-home.net/resume/ LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ Get the Moviefone Toolbar http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00051 1 . Showtimes, theaters, movie news, more! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: $OS$ (AR_KEYWORD_OS)
Doesn't sound like you will be able to because Remedy can't seem to identify that OS properly, but one thing is that if your server is 7.1, you may want ALL of your users to upgrade, not just the Vista folks...so maybe getting your 2003 users to upgrade won't be such a bad thing anyway _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ian Trimnell Sent: Thursday, June 12, 2008 7:13 AM To: arslist@ARSLIST.ORG Subject: Re: $OS$ (AR_KEYWORD_OS) ** David Morgan wrote: Ian You can use the $OS$ keyword which is fine, but you may want the $VERSION$ keyword instead? OS The operating system of the machine on which a process is running. You can use this keyword to build workflow that executes conditionally based on the current operating system. Web applications do not support the $OS$ keyword; it will return NULL. VERSION The software version running on the client (active links) or server (filters and escalations). This keyword includes any applicable patch number. Note: The $VERSION$ keyword might not be interpreted correctly in workflow running on pre-5.0 UNIX user tool clients. Use the $OS$ keyword in qualifications to detect UNIX user tool clients. Regards Dave Morgan Dave, I am aware of the Version keyword and I do check for it. What I am trying to do is warn users who have Vista installed on their PC to upgrade to V7.0.1 if they are running V7.0.0 or earlier. I am wanting to include the word 'Vista' in the the message window, but how can I definitely tell that they are running Vista if the OS string is the same for Windows 2003 and Vista? Ian _ Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support Information Team, Academic Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England Wales and a charity registered in Scotland (SC 038302). __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: $OS$ (AR_KEYWORD_OS)
Oryou could capture the output of a 'ver' at the command line...I'm pretty sure that Vista still supports thisthis would give you the differences between xp and vista _ From: LJ Longwing [mailto:[EMAIL PROTECTED] Sent: Thursday, June 12, 2008 7:24 AM To: arslist@ARSLIST.ORG Subject: RE: $OS$ (AR_KEYWORD_OS) Doesn't sound like you will be able to because Remedy can't seem to identify that OS properly, but one thing is that if your server is 7.1, you may want ALL of your users to upgrade, not just the Vista folks...so maybe getting your 2003 users to upgrade won't be such a bad thing anyway _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ian Trimnell Sent: Thursday, June 12, 2008 7:13 AM To: arslist@ARSLIST.ORG Subject: Re: $OS$ (AR_KEYWORD_OS) ** David Morgan wrote: Ian You can use the $OS$ keyword which is fine, but you may want the $VERSION$ keyword instead? OS The operating system of the machine on which a process is running. You can use this keyword to build workflow that executes conditionally based on the current operating system. Web applications do not support the $OS$ keyword; it will return NULL. VERSION The software version running on the client (active links) or server (filters and escalations). This keyword includes any applicable patch number. Note: The $VERSION$ keyword might not be interpreted correctly in workflow running on pre-5.0 UNIX user tool clients. Use the $OS$ keyword in qualifications to detect UNIX user tool clients. Regards Dave Morgan Dave, I am aware of the Version keyword and I do check for it. What I am trying to do is warn users who have Vista installed on their PC to upgrade to V7.0.1 if they are running V7.0.0 or earlier. I am wanting to include the word 'Vista' in the the message window, but how can I definitely tell that they are running Vista if the OS string is the same for Windows 2003 and Vista? Ian _ Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support Information Team, Academic Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England Wales and a charity registered in Scotland (SC 038302). __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 911: ITSM 7.x and Reporting
I would have to open the docs, but for some reason I thought you needed crystal installed on the mid-tier (or have the mid-tier pointing to it). But I might be thinking of web users only. Howard On 6/12/08, Benedetto Cantatore [EMAIL PROTECTED] wrote: John, actually I was able to do reporting with version 11. I think Kathy that the issue might possibly be due with the ODBC driver. When I had a similar problem, I'm pretty sure it was because I had a user embedded in my ODBC. Try clearing out any such information, or if that doesn't work, try filling it in. I forget what actually cleared the problem other than it was a bit fussy. Additionally, I recommend checking under tools\options in the ARUser tool under the advance tab that the report server is filled out correctly with the correct TCP/rpc if not default set correctly. Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701 [EMAIL PROTECTED] 06/12/08 8:56 AM Kathy, If you are trying to run BO Crystal Reports XI .rpt files through the Remedy User Tool, I think, and someone correct me if I am wrong, XI is not supported even though the manuals say so, you have to use version 10. Crystal XI is meant to be used when accessing through the Mid-Tier or directly from the browser via the BO Crystal Reports Enterprise Server XI, which will cost your customers some serious cash to stand up due to the fact that SAP is raising the cost of Crystal Reports Enterprise CPU Licenses another 22% in mid June! Anyone who is planning on standing up or buying another CPU license for the Crystal XI Enterprise Server go out an buy your licenses now! I ran into the same issues when testing out Crystal with AR System version 7.1.0 but Crystal version 10 worked for me. I ran into a lot of issues and limitations with using Crystal 10 through the User Client and had to develop a user interface to force feed my SQL parameters through the active links instead of using the actual .rpt file to run the query when using the user client. We are going with the Enterprise Server XI for reporting. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris Sent: Wednesday, June 11, 2008 7:25 PM To: arslist@ARSLIST.ORG Subject: Re: 911: ITSM 7.x and Reporting ** The User tool -Original Message- From: Howard Richter [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 11 Jun 2008 2:12 pm Subject: Re: 911: ITSM 7.x and Reporting ** Kathy, One question where are you runing the reports (web or the user tool)? Howard On 6/11/08, Kathy Morris [EMAIL PROTECTED] wrote: ** Hello, Its been a long while that I have been chiseling away at this mystery. I can not figure out why this report is not executing in ITSM 7.x. We are going live and I have all these reports from Crystal XI, that are not opening in Remedy. Remedy says this is a customization so no help. Even when we tried to copy the OOB reports into a new record, the new copies did not open when we select Run Report button. Only the original OOB reports run. I built an open window action AL, and the Report still does not run. There is no qualification for the report to pass thru the parameter. Does anyone have an idea why the reports are not opening? There were 3 steps: 1. Add .rpt as attachment to Report Form 2. Fill in Category info in Report Form 3. Click Run Report button Am I missing a step? Get the Moviefone Toolbar http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00051 1 . Showtimes, theaters, movie news, more! __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] Resume = http://www.richter-home.net/resume/ LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ Get the Moviefone Toolbar http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00051 1 . Showtimes, theaters, movie news, more! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- Howard Richter Red Hat Certified Technician
Re: $OS$ (AR_KEYWORD_OS)
The User Tool makes use of the Windows GetVersionEx call but only distinguishes between Windows 95 Windows 2000 Windows XP Everything else is Windows NT or NT Server. You may be able to do a cmd /c ver RUN PROCESS in a SET FIELDS action to get the value from the OS command line for comparison purposes? Mark From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ian Trimnell Sent: 12 June 2008 14:13 To: arslist@ARSLIST.ORG Subject: Re: $OS$ (AR_KEYWORD_OS) ** David Morgan wrote: Ian You can use the $OS$ keyword which is fine, but you may want the $VERSION$ keyword instead? OS The operating system of the machine on which a process is running. You can use this keyword to build workflow that executes conditionally based on the current operating system. Web applications do not support the $OS$ keyword; it will return NULL. VERSION The software version running on the client (active links) or server (filters and escalations). This keyword includes any applicable patch number. Note: The $VERSION$ keyword might not be interpreted correctly in workflow running on pre-5.0 UNIX user tool clients. Use the $OS$ keyword in qualifications to detect UNIX user tool clients. Regards Dave Morgan Dave, I am aware of the Version keyword and I do check for it. What I am trying to do is warn users who have Vista installed on their PC to upgrade to V7.0.1 if they are running V7.0.0 or earlier. I am wanting to include the word 'Vista' in the the message window, but how can I definitely tell that they are running Vista if the OS string is the same for Windows 2003 and Vista? Ian Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support Information Team, Academic Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England Wales and a charity registered in Scotland (SC 038302). __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: $OS$ (AR_KEYWORD_OS)
Do a set fields where you set a field to: $PROCESS$ cmd /C ver The process will likely return a blank line at the beginning, so you might need to address that. Whenever you do a set fields with it, you might not see the value it returns if the blank line is there, just expand your field so you can see more than one line. You can also set a temp field to the result of this, then set the main field to a REPLACE of the temp field, as you cannot do a REPLACE directly against a $PROCESS$. Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Walters, Mark Sent: Thursday, June 12, 2008 8:35 AM To: arslist@ARSLIST.ORG Subject: Re: $OS$ (AR_KEYWORD_OS) The User Tool makes use of the Windows GetVersionEx call but only distinguishes between Windows 95 Windows 2000 Windows XP Everything else is Windows NT or NT Server. You may be able to do a cmd /c ver RUN PROCESS in a SET FIELDS action to get the value from the OS command line for comparison purposes? Mark From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ian Trimnell Sent: 12 June 2008 14:13 To: arslist@ARSLIST.ORG Subject: Re: $OS$ (AR_KEYWORD_OS) ** David Morgan wrote: Ian You can use the $OS$ keyword which is fine, but you may want the $VERSION$ keyword instead? OS The operating system of the machine on which a process is running. You can use this keyword to build workflow that executes conditionally based on the current operating system. Web applications do not support the $OS$ keyword; it will return NULL. VERSION The software version running on the client (active links) or server (filters and escalations). This keyword includes any applicable patch number. Note: The $VERSION$ keyword might not be interpreted correctly in workflow running on pre-5.0 UNIX user tool clients. Use the $OS$ keyword in qualifications to detect UNIX user tool clients. Regards Dave Morgan Dave, I am aware of the Version keyword and I do check for it. What I am trying to do is warn users who have Vista installed on their PC to upgrade to V7.0.1 if they are running V7.0.0 or earlier. I am wanting to include the word 'Vista' in the the message window, but how can I definitely tell that they are running Vista if the OS string is the same for Windows 2003 and Vista? Ian Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support Information Team, Academic Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England Wales and a charity registered in Scotland (SC 038302). __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: $OS$ (AR_KEYWORD_OS)
Walters, Mark wrote: ** The User Tool makes use of the Windows GetVersionEx call but only distinguishes between Windows 95 Windows 2000 Windows XP Everything else is Windows NT or NT Server. You may be able to do a cmd /c ver RUN PROCESS in a SET FIELDS action to get the value from the OS command line for comparison purposes? Mark Mark, Thanks for that. I'll knock something together along those lines. Ian Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support Information Team, Academic Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England Wales and a charity registered in Scotland (SC 038302). ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: arslist Digest - 11 Jun 2008 (#2008-251) Unsubscribe
- Original Message - From: arslist automatic digest system [EMAIL PROTECTED] Date: Wednesday, June 11, 2008 22:08 Subject: arslist Digest - 11 Jun 2008 (#2008-251) To: [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 911: ITSM 7.x and Reporting
Were either of the reports I sent you able to be run on your server? They were modified from OOTB reports in Crystal Reports Professional XI version 11.0.0.1282. Given Business Objects/Crystal Reports track record on backwards compatibility (similar to java - lousy), I would have no expectation that CR XI R2 or R3 reports would work if the CRXI executables installed with the User Tool are not at those levels. The only problem I can think of with the reports that I sent you would be if the helpdesk manager (who does our custom reporting) added any of our custom fields to the detail by date report... you would not have those fields on your Incident form. ODBC is configured as installed by the User Tool, with all entries but the Data Source Name blank. You should make sure that there is nothing set in the ODBC driver except Data Source Name on the machine that you are editing your reports on. We do set the FQDN of the report server and its TCP port as well as ODBC Use Underscores = Yes in ALL of our default AR System User Preferences records, which all users have, so anyone logging in to our system will have the correct entries available to the ODBC driver when running the reports. Still casting about for something that might help... 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 Kathy Morris Sent: Wednesday, June 11, 2008 3:58 PM To: arslist@ARSLIST.ORG Subject: 911: ITSM 7.x and Reporting ** Hello, Its been a long while that I have been chiseling away at this mystery. I can not figure out why this report is not executing in ITSM 7.x. We are going live and I have all these reports from Crystal XI, that are not opening in Remedy. Remedy says this is a customization so no help. Even when we tried to copy the OOB reports into a new record, the new copies did not open when we select Run Report button. Only the original OOB reports run. I built an open window action AL, and the Report still does not run. There is no qualification for the report to pass thru the parameter. Does anyone have an idea why the reports are not opening? There were 3 steps: 1. Add .rpt as attachment to Report Form 2. Fill in Category info in Report Form 3. Click Run Report button Am I missing a step? _ Get the Moviefone Toolbar http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00051 1 . Showtimes, theaters, movie news, more! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Can't move the Change ticket's Status beyond Request For Authorization.
But when 'you' did this, were you logged in as someone in the group for Change Assignee, or as someone in the group for Change Manager? Also, are you or is this person who is attempting this set up with appropriate roles for the group to include Infrastructure Change Manager? It could be that you don't have the proper 'roles' or groups set for yourself? This is just a guess. The people who you set up as Change Managers must be in the Change Management group (whatever you are calling it) and they must also have the Infrastructure Change Manager role assigned and they must also be set to Available. Keep us posted - I am making certain assumptions here on the setup in your environment, so not sure if I am hitting the mark for you or not. :) 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 lann Sent: Wednesday, June 11, 2008 10:10 PM To: arslist@ARSLIST.ORG Subject: Re: Can't move the Change ticket's Status beyond Request For Authorization. For the Assignee and Manager the Status field is Disabled.Iam trying to go to the next Status Request For Change . There are no pending approvals required ,so I feel the assignee/manager can do the Status change,I clicked Approve in the Process Flow accelerator and did a Save.But no Status change happened. Lann Decou, Candace M wrote: I think the Change Manager assignee needs to move the Change Request forward. So, in other words, if I read this right, the Change Assignee is trying to move it forward but it requires some action on the part of one of the CAB members (Change Manager assignee). Who is that person or group? Try having them select 'Approve' then move on to the next stage and see if that helps. :) 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 J.T. Shyman Sent: Wednesday, June 11, 2008 4:54 AM To: arslist@ARSLIST.ORG Subject: Re: Can't move the Change ticket's Status beyond Request For Authorization. What do you mean by unable to move...? Is there an error message or is the status field disabled? --- J.T. Shyman -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of lann Sent: Wednesday, June 11, 2008 7:46 AM To: arslist@ARSLIST.ORG Subject: Can't move the Change ticket's Status beyond Request For Authorization. Iamstuck with a problem The assignee and manager of a Change Request are unable to move the Change ticket's Status beyond Request For Authorization. I ensure the following: Assigne ehas Infrastructure Change Assignee role-Fixed Permission. Availability is Yes No approvers in Review Phase. Added the assignee as Adhoc approver and tried ,but in vain Any other configuration I missed out? Any ideas will be greatly appreciated. Thx Lann -- View this message in context: http://www.nabble.com/Can%27t-move-the-Change-ticket%27s-Status-beyond-R eque st-For-Authorization.-tp17775621p17775621.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/Can%27t-move-the-Change-ticket%27s-Status-beyond-R equest-For-Authorization.-tp17775621p17792536.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Re: Can't move the Change ticket's Status beyond Request For Authorization.
Oh and also they should have the role for Infrastructure Change Approver as well I think. :) 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 lann Sent: Wednesday, June 11, 2008 10:10 PM To: arslist@ARSLIST.ORG Subject: Re: Can't move the Change ticket's Status beyond Request For Authorization. For the Assignee and Manager the Status field is Disabled.Iam trying to go to the next Status Request For Change . There are no pending approvals required ,so I feel the assignee/manager can do the Status change,I clicked Approve in the Process Flow accelerator and did a Save.But no Status change happened. Lann Decou, Candace M wrote: I think the Change Manager assignee needs to move the Change Request forward. So, in other words, if I read this right, the Change Assignee is trying to move it forward but it requires some action on the part of one of the CAB members (Change Manager assignee). Who is that person or group? Try having them select 'Approve' then move on to the next stage and see if that helps. :) 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 J.T. Shyman Sent: Wednesday, June 11, 2008 4:54 AM To: arslist@ARSLIST.ORG Subject: Re: Can't move the Change ticket's Status beyond Request For Authorization. What do you mean by unable to move...? Is there an error message or is the status field disabled? --- J.T. Shyman -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of lann Sent: Wednesday, June 11, 2008 7:46 AM To: arslist@ARSLIST.ORG Subject: Can't move the Change ticket's Status beyond Request For Authorization. Iamstuck with a problem The assignee and manager of a Change Request are unable to move the Change ticket's Status beyond Request For Authorization. I ensure the following: Assigne ehas Infrastructure Change Assignee role-Fixed Permission. Availability is Yes No approvers in Review Phase. Added the assignee as Adhoc approver and tried ,but in vain Any other configuration I missed out? Any ideas will be greatly appreciated. Thx Lann -- View this message in context: http://www.nabble.com/Can%27t-move-the-Change-ticket%27s-Status-beyond-R eque st-For-Authorization.-tp17775621p17775621.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/Can%27t-move-the-Change-ticket%27s-Status-beyond-R equest-For-Authorization.-tp17775621p17792536.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Filter Guide Question
Mark, Sorry about taking so long to answer your question. Been busy and way behind on the ARS List. The notify filter is responsible for chopping the list at 255 characters. We currently use two solutions. The first is as Lisa mentions and pushes the data to a separate form with one record per email address. The notify is done from this second form. The second is by pass the notify filter and perform a direct push to the AR System Email Messages form. It's a little tricky with templates but I have it worked out if you need additional details. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brittain, Mark Sent: Monday, June 02, 2008 12:28 PM To: arslist@ARSLIST.ORG Subject: Filter Guide Question Hi All, I have a situation where the email addresses from the customer contact list is populated in the ticket and on open, update, close a notify filter is used to send an email to each contact. These contact lists have grown quite large. I started noticing email errors where the list was getting chopped at 255 characters. The field in the ticket is large enough and so is the To field in the AR System Email Messages form. On further investigation found that the User Name in the Notify has a 255 limit. So that is the bottleneck. Is there a way to sent up a filter guide, that walks through the list of email addresses (they are separated by a semi-colon), sending out individual emails rather than the one big blast currently used? ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer NaviSite ESM Operations [EMAIL PROTECTED] This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Dialog web form popping UNDER?
I have a security message that must be displayed on login. So I have a active link on the Home Page which sets a global field to true, so it does not happen again, and then uses an open window, dialog command to pop up the security message. The problem is that the home page is turning black, like I would expect, but the pop up is popping up behind the main window. Users have to cluck on the main window to see the popup. Any help with this would be appreciated. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question: Launch a Dialog window in the background
Good afternoon - I was wondering is it possible to launch a dialog window in the background OR not even launch it period. The issue is I have a dialog window in the Remedy workflow for ITSM 7 that I need to populate 3 fields with data and then automatically hit the save button on the dialog window and let it continue on it's way with the workflow. I don't want the users seeing the dialog window. Any suggestions would be greatly appreciated. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Stress Testing in Remedy
What is the best way to perform a stress test on Remedy AR Server? We want to measure performance of the server under a heavy user workload. Thanks, Rusty. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 911: ITSM 7.x and Reporting
Finally solved the mystery - in case anyone ever experiences this - on the Remedy client - apparently whoever configured the server had the development server pointing towards the Reporting Server in Productions. So whenever I clicked the report - it was not opening. Tools, Options/ Advanced Tab. -Original Message- From: strauss [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 12 Jun 2008 7:58 am Subject: Re: 911: ITSM 7.x and Reporting ** Were either of the reports I sent you able to be run on your server? They were modified from OOTB reports in Crystal Reports Professional XI version 11.0.0.1282. Given Business Objects/Crystal Reports track record on backwards compatibility (similar to java – lousy), I would have no expectation that CR XI R2 or R3 reports would work if the CRXI executables installed with the User Tool are not at those levels. The only problem I can think of with the reports that I sent you would be if the helpdesk manager (who does our custom reporting) added any of our custom fields to the detail by date report… you would not have those fields on your Incident form. ODBC is configured as installed by the User Tool, with all entries but the Data Source Name blank. You should make sure that there is nothing set in the ODBC driver except Data Source Name on the machine that you are editing your reports on. We do set the FQDN of the report server and its TCP port as well as ODBC Use Underscores = Yes in ALL of our default AR System User Preferences records, which all users have, so anyone logging in to our system will have the correct entries available to the ODBC driver when running the reports. Still casting about for something that might help… 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 Kathy Morris Sent: Wednesday, June 11, 2008 3:58 PM To: arslist@ARSLIST.ORG Subject: 911: ITSM 7.x and Reporting ** Hello, Its been a long while that I have been chiseling away at this mystery. I can not figure out why this report is not executing in ITSM 7.x. We are going live and I have all these reports from Crystal XI, that are not opening in Remedy. Remedy says this is a customization so no help. Even when we tried to copy the OOB reports into a new record, the new copies did not open when we select Run Report button. Only the original OOB reports run. I built an open window action AL, and the Report still does not run. There is no qualification for the report to pass thru the parameter. Does anyone have an idea why the reports are not opening? There were 3 steps: 1. Add .rpt as attachment to Report Form 2. Fill in Category info in Report Form 3. Click Run Report button Am I missing a step? Get the Moviefone Toolbar. Showtimes, theaters, movie news, more! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Launch a Dialog window in the background
Instead of open a dialog, you could create an active link to populate value to fields, then perform the same actions as user hit the save button. AF On Thu, Jun 12, 2008 at 9:15 AM, T. Dee [EMAIL PROTECTED] wrote: Good afternoon - I was wondering is it possible to launch a dialog window in the background OR not even launch it period. The issue is I have a dialog window in the Remedy workflow for ITSM 7 that I need to populate 3 fields with data and then automatically hit the save button on the dialog window and let it continue on it's way with the workflow. I don't want the users seeing the dialog window. Any suggestions would be greatly appreciated. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Launch a Dialog window in the background
Have you looked at the Push Fields active link action? Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach T. Dee [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 06/12/2008 09:15 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Question: Launch a Dialog window in the background Good afternoon - I was wondering is it possible to launch a dialog window in the background OR not even launch it period. The issue is I have a dialog window in the Remedy workflow for ITSM 7 that I need to populate 3 fields with data and then automatically hit the save button on the dialog window and let it continue on it's way with the workflow. I don't want the users seeing the dialog window. Any suggestions would be greatly appreciated. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ***IMPORTANT NOTICE: This communication, including any attachment, 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.*** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
All, I just got off the phone with BMC Technical Support and they told me that they do not support nor recommend running Mid-Tier v7.1.0 on top of a 64-bit Java Virtual Machine. The reason why they do not support this is because their engineer's have not completed their testing Mid-Tier 7.1.0 with a 64-bit JVM. They did say that some of their customers are running this configuration anyway and some are not running into any issues but of course could not give me any people to talk too nor any details. This is not good because the first time around I talked to Remedy Support and they assured me that they supported 64-bit OS's and that the server configuration below would handle what we want to accomplish so, confidently I ordered the servers. Now, to my surprise, I caught a sub-clause in their compatibility matrix that said they do not support the 64-bit JVM. This is bad news. I would like to know if there is anyone out there that has this setup (below) or something like it, and I would like to know, if any, what bugs have you experienced with running Mid-Tier over a 64-bit JVM? We plan to run 2 load balanced Mid-Tier servers each with Quad Xeon Intel based processors with 16GB of RAM using Windows 2003 64-bit as the OS and Tomcat as the JVM. We can only use Windows server so UNIX and Solaris are out of the question. We plan to deploy the Mid-Tier to out customer base as part of a front-end customer support website where customers can submit and update their own tickets. We plan to scale the aforementioned server configuration out to about 20,000 customers. Will the 2 Web Servers support that type of environment? Also, with that many customers to be supported could those 2 servers also handle another 100 licensed Support Staff? Are their any other options? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Stress Testing in Remedy
There's a note in the Sizing and Capacity white paper about what BMC uses: 15-Oct-2006 (White Paper) Sizing and Capacity Planning for BMC Remedy IT Service Management 7.0 and BMC Atrium CMDB 2.0 PDF http://www.bmc.com/supportu/documents/57/42/65742/65742.pdf Load testing of online users was done with two toolsets: SilkPerformer from Segue, and Scapa Test from Scapa Technologies Limited. Both companies have collaborated with BMC to provide specific functionality to allow more effective driving of the BMC Remedy based product set. Silk Performer allows users to simulate web-based users using AR server mid-tier. The midtier is driven through a higher level of abstraction than http, called the backchannel APIs of the mid-tier. Using this technology allowed BMC to create load testing scripts that are more concise than those that replay pure HTTP. The Scapa Test and Performance Platform also has specific functionality related to AR System, and allows the capture and replay of AR System APIs. This serves to simulate users accessing AR System based applications through the User Tool. This also allows load testing without needing to model the mid-tier of a configuration, which then can be evaluated in separate load tests. -David J. Easter Sr. Product Manager, Solution Strategy and Development 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 Riley, Russel Sent: Thursday, June 12, 2008 9:47 AM To: arslist@ARSLIST.ORG Subject: Stress Testing in Remedy ** What is the best way to perform a stress test on Remedy AR Server? We want to measure performance of the server under a heavy user workload. Thanks, Rusty. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Launch a Dialog window in the background
Sounds like what you want to do is a push fields. If the data population is to be automated and you don't need the user to see the fields to be populated that a simple push fields to that form would do the trick for you. If the data is coming from the current form then select a trigger and uise an active link at the appropriate time. Other wise there may be more to your request then is readily apparent and I could use a bit more info. Ed LeBlanc, RAC, ITIL Sr. Solutions Consultant AttivaSoft 10440 little Patuxent Parkway Suite 200 Columbia, MD 21044 Office 904-619-3685 Cell 904-607-9387 Fax 410-715-0848 www.AttivaSoft.com http://www.attivasoft.com/ Check out the new AttivaSoft blog page at: http://www.AttivaSoft.com/wordpress From: Action Request System discussion list(ARSList) on behalf of T. Dee Sent: Thu 6/12/2008 12:15 PM To: arslist@ARSLIST.ORG Subject: Question: Launch a Dialog window in the background Good afternoon - I was wondering is it possible to launch a dialog window in the background OR not even launch it period. The issue is I have a dialog window in the Remedy workflow for ITSM 7 that I need to populate 3 fields with data and then automatically hit the save button on the dialog window and let it continue on it's way with the workflow. I don't want the users seeing the dialog window. Any suggestions would be greatly appreciated. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ... RIGID Systems, LLC., a leading IT Services Management Consultancy and Systems Integrator has rebranded and will be doing business from this point foreword as AttivaSoft. The corporate rebranding to AttivaSoft is the result of more than six (6) months of strategic brand analysis of the IT marketplace. AttivaSoft will continue to offer ITIL compliant, Service Management solutions with an emphasis on best practices implementations. ... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
I cannot address load balancing or the 64-bit JVM, but I have had very good performance and stability (knock on wood) with mid-tier 7.1.00.002 on Win2K3 Enterprise R2 x64 using the 32-bit Tomcat 5.5.26 (app server AND web server) on top of the 32-bit JDK 1.5.0_14. I give the JVM 1536 mb min and max and a thread stack size of 3000, and I see it using about 900 mb max. In our environment I have never seen it go over a gig, even when pre-fetching the ITSM 7 applications, but it sounds like you will have more load in terms of concurrent users. Our mid-tier is just serving 280 support staff users (55 licenses) using the Service Desk in ITSM 7; the customers hit a Kinetic Request web on the same server which runs on its own instance of Tomcat 5.5.20 (32-bit). Hardware is an HP DL380 G5 with two quad-core Xeons and 12 gb RAM, and it's just loafing. BTW, the AR Server is also on Win2K3 Enterprise x64 (not R2, DL385, two dual-core Opterons) using the 32-bit JVM, with memory usage usually 700 mb but it peaks to over 1,290 mb during a prefetch. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Thursday, June 12, 2008 12:23 PM To: arslist@ARSLIST.ORG Subject: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** All, I just got off the phone with BMC Technical Support and they told me that they do not support nor recommend running Mid-Tier v7.1.0 on top of a 64-bit Java Virtual Machine. The reason why they do not support this is because their engineer's have not completed their testing Mid-Tier 7.1.0 with a 64-bit JVM. They did say that some of their customers are running this configuration anyway and some are not running into any issues but of course could not give me any people to talk too nor any details. This is not good because the first time around I talked to Remedy Support and they assured me that they supported 64-bit OS's and that the server configuration below would handle what we want to accomplish so, confidently I ordered the servers. Now, to my surprise, I caught a sub-clause in their compatibility matrix that said they do not support the 64-bit JVM. This is bad news. I would like to know if there is anyone out there that has this setup (below) or something like it, and I would like to know, if any, what bugs have you experienced with running Mid-Tier over a 64-bit JVM? We plan to run 2 load balanced Mid-Tier servers each with Quad Xeon Intel based processors with 16GB of RAM using Windows 2003 64-bit as the OS and Tomcat as the JVM. We can only use Windows server so UNIX and Solaris are out of the question. We plan to deploy the Mid-Tier to out customer base as part of a front-end customer support website where customers can submit and update their own tickets. We plan to scale the aforementioned server configuration out to about 20,000 customers. Will the 2 Web Servers support that type of environment? Also, with that many customers to be supported could those 2 servers also handle another 100 licensed Support Staff? Are their any other options? Thanks. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Pushing Attachments
We're using the Incident Interface forms and encountered numerous bugs around data getting pushed to the correct destination. One of the documented defects was around attachments. The BMC defect ID was SW00263546 if you want to look it up on BMC support.. We actually wound up fixing it in house. I wasn't the developer so I can't give specific details on that resolution. -- Chris Danaceau 703-833-2459 This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** Ah - thanks for the info on those fields. The IncidentInterface_Create does push to HPD:WorkLog. If you look at the filter HPD:HII:CreateIncident_210_CreateWorkInfo you can see it happening. Now that I'm looking at my logs a bit closer, I don't see anything pushing the z2AF_Act_Attachment_1 field off of HPD:IncidentInterface_Create... Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, June 11, 2008 1:39 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** I think those Attachment fields are Display Only. I dont think its possible to use those fields to store the attachments from the IncidentInterface_Create. Those fields are used so when you fill out a Incident ticket it will push those attachment you put in those fields to HPD:Worklog. Let me see if IncidentInterface_Create pushes to HPD:Worklog though. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** There are 3 fields on the HPD:Help Desk form (z2AF_Act_Attachment_1, z2AF_Act_Attachment_2, z2AF_Act_Attachment_3) in the attachment pool labeled z2AP_Attachment. I was hoping that the HPD:IncidentInterface_Create form would push them to that location. I suppose the alternative is to write separate workflow that pushes the attachment to the work info form, but I was hoping to avoid that. Thanks, Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, June 11, 2008 1:27 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** Attachments for Incident 7.X seem to be handled in the Work Info form (or in this case HPD:Worklog). There actually arent any attachment fields on HPD:Help Desk so the workflow from HPD:IncidentInterface_Create would have to be pushing to that form with the attachment and the summary that you are using for the Incident so that the Work Info record can be created. We actually are not using this IncidentInterface_Create form for our Email ticket submits to AR System Email Messages so we havent noticed any issues on our end but the fact that Incident 7.0 stores it separate from the ticket may be the confusing part. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:21 PM To: arslist@ARSLIST.ORG Subject: Pushing Attachments ** I've built some custom workflow that pushes incoming e-mail from the AR System E-mail Messages form to a staging form and then to HPD:IncidentInterface_Create. I successfully pushed the attachment field to the staging form and have a filter set up to push it to the IncidentInterface_Create form, however, the attachments are making it into Incident Management. I can see the field z2AF_Act_Attachment_1 does have the correct attachment in it when I look at the IncidentInterface_Create form, but it doesn't seem to want to push it out of there. Is there anything special I need to do to get that field to push out or is there a problem with the IncidentInterface_Create workflow? Thanks, Matt ARS ITSM, 7.01 p003, Windows Server '03, SQL Server '05 Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com
Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
Thanks Strauss, What would you rate your Mid-Tier's performance against the User Client when using, lets say Incident Management as a Support Staff user? 1:2? 1:4? Also, the support tech I spoke with has no idea when BMC plan's to support the 64-bit java virtual machines even with version 7.5. This makes no sense to me because you think that fully supporting a 64-bit environment would be a priority for an enterprise application right? Thanks. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, June 12, 2008 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** I cannot address load balancing or the 64-bit JVM, but I have had very good performance and stability (knock on wood) with mid-tier 7.1.00.002 on Win2K3 Enterprise R2 x64 using the 32-bit Tomcat 5.5.26 (app server AND web server) on top of the 32-bit JDK 1.5.0_14. I give the JVM 1536 mb min and max and a thread stack size of 3000, and I see it using about 900 mb max. In our environment I have never seen it go over a gig, even when pre-fetching the ITSM 7 applications, but it sounds like you will have more load in terms of concurrent users. Our mid-tier is just serving 280 support staff users (55 licenses) using the Service Desk in ITSM 7; the customers hit a Kinetic Request web on the same server which runs on its own instance of Tomcat 5.5.20 (32-bit). Hardware is an HP DL380 G5 with two quad-core Xeons and 12 gb RAM, and it's just loafing. BTW, the AR Server is also on Win2K3 Enterprise x64 (not R2, DL385, two dual-core Opterons) using the 32-bit JVM, with memory usage usually 700 mb but it peaks to over 1,290 mb during a prefetch. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Thursday, June 12, 2008 12:23 PM To: arslist@ARSLIST.ORG Subject: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** All, I just got off the phone with BMC Technical Support and they told me that they do not support nor recommend running Mid-Tier v7.1.0 on top of a 64-bit Java Virtual Machine. The reason why they do not support this is because their engineer's have not completed their testing Mid-Tier 7.1.0 with a 64-bit JVM. They did say that some of their customers are running this configuration anyway and some are not running into any issues but of course could not give me any people to talk too nor any details. This is not good because the first time around I talked to Remedy Support and they assured me that they supported 64-bit OS's and that the server configuration below would handle what we want to accomplish so, confidently I ordered the servers. Now, to my surprise, I caught a sub-clause in their compatibility matrix that said they do not support the 64-bit JVM. This is bad news. I would like to know if there is anyone out there that has this setup (below) or something like it, and I would like to know, if any, what bugs have you experienced with running Mid-Tier over a 64-bit JVM? We plan to run 2 load balanced Mid-Tier servers each with Quad Xeon Intel based processors with 16GB of RAM using Windows 2003 64-bit as the OS and Tomcat as the JVM. We can only use Windows server so UNIX and Solaris are out of the question. We plan to deploy the Mid-Tier to out customer base as part of a front-end customer support website where customers can submit and update their own tickets. We plan to scale the aforementioned server configuration out to about 20,000 customers. Will the 2 Web Servers support that type of environment? Also, with that many customers to be supported could those 2 servers also handle another 100 licensed Support Staff? Are their any other options? Thanks. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Pushing Attachments
I actually was digging around the archives this morning and found a post by Mary Dollus (Apr, 2008) citing the same defect case. I checked the defects database online and it doesn't have any solution or details attached to it. I ended up putting in a call to BMC and the tech told me that patch 8 (due out later this month) would fix it. I told him that we most likely won't patch and he said he will check with the development team for a hotfix. We'll see what happens with that...if I don't hear back from them soon I'll will most likely start filter logging and trying to mend that workflow. Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Thursday, June 12, 2008 2:11 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** We're using the Incident Interface forms and encountered numerous bugs around data getting pushed to the correct destination. One of the documented defects was around attachments. The BMC defect ID was SW00263546 if you want to look it up on BMC support.. We actually wound up fixing it in house. I wasn't the developer so I can't give specific details on that resolution. -- Chris Danaceau 703-833-2459 This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** Ah - thanks for the info on those fields. The IncidentInterface_Create does push to HPD:WorkLog. If you look at the filter HPD:HII:CreateIncident_210_CreateWorkInfo you can see it happening. Now that I'm looking at my logs a bit closer, I don't see anything pushing the z2AF_Act_Attachment_1 field off of HPD:IncidentInterface_Create... Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, June 11, 2008 1:39 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** I think those Attachment fields are Display Only. I dont think its possible to use those fields to store the attachments from the IncidentInterface_Create. Those fields are used so when you fill out a Incident ticket it will push those attachment you put in those fields to HPD:Worklog. Let me see if IncidentInterface_Create pushes to HPD:Worklog though. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** There are 3 fields on the HPD:Help Desk form (z2AF_Act_Attachment_1, z2AF_Act_Attachment_2, z2AF_Act_Attachment_3) in the attachment pool labeled z2AP_Attachment. I was hoping that the HPD:IncidentInterface_Create form would push them to that location. I suppose the alternative is to write separate workflow that pushes the attachment to the work info form, but I was hoping to avoid that. Thanks, Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, June 11, 2008 1:27 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** Attachments for Incident 7.X seem to be handled in the Work Info form (or in this case HPD:Worklog). There actually arent any attachment fields on HPD:Help Desk so the workflow from HPD:IncidentInterface_Create would have to be pushing to that form with the attachment and the summary that you are using for the Incident so that the Work Info record can be created. We actually are not using this IncidentInterface_Create form for our Email ticket submits to AR System Email Messages so we havent noticed any issues on our end but the fact that Incident 7.0 stores it separate from the ticket may be the confusing part. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:21 PM To: arslist@ARSLIST.ORG Subject: Pushing
Re: Pushing Attachments
Looked up the defect. Here's what I found: 6. ADDITIONAL INFO: Filter HPD:HII:CreateIncident_210_CreateWorkInfo is not pushing the Attachment. -- Chris Danaceau 703-833-2459 This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Thursday, June 12, 2008 2:11 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** We're using the Incident Interface forms and encountered numerous bugs around data getting pushed to the correct destination. One of the documented defects was around attachments. The BMC defect ID was SW00263546 if you want to look it up on BMC support.. We actually wound up fixing it in house. I wasn't the developer so I can't give specific details on that resolution. -- Chris Danaceau 703-833-2459 This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** Ah - thanks for the info on those fields. The IncidentInterface_Create does push to HPD:WorkLog. If you look at the filter HPD:HII:CreateIncident_210_CreateWorkInfo you can see it happening. Now that I'm looking at my logs a bit closer, I don't see anything pushing the z2AF_Act_Attachment_1 field off of HPD:IncidentInterface_Create... Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, June 11, 2008 1:39 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** I think those Attachment fields are Display Only. I dont think its possible to use those fields to store the attachments from the IncidentInterface_Create. Those fields are used so when you fill out a Incident ticket it will push those attachment you put in those fields to HPD:Worklog. Let me see if IncidentInterface_Create pushes to HPD:Worklog though. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** There are 3 fields on the HPD:Help Desk form (z2AF_Act_Attachment_1, z2AF_Act_Attachment_2, z2AF_Act_Attachment_3) in the attachment pool labeled z2AP_Attachment. I was hoping that the HPD:IncidentInterface_Create form would push them to that location. I suppose the alternative is to write separate workflow that pushes the attachment to the work info form, but I was hoping to avoid that. Thanks, Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, June 11, 2008 1:27 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** Attachments for Incident 7.X seem to be handled in the Work Info form (or in this case HPD:Worklog). There actually arent any attachment fields on HPD:Help Desk so the workflow from HPD:IncidentInterface_Create would have to be pushing to that form with the attachment and the summary that you are using for the Incident so that the Work Info record can be created. We actually are not using this IncidentInterface_Create form for our Email ticket submits to AR System Email Messages so we havent noticed any issues on our end but the fact that Incident 7.0 stores it separate from the ticket may be the confusing part. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, June 11, 2008 1:21 PM To: arslist@ARSLIST.ORG Subject: Pushing Attachments ** I've built some custom workflow that pushes incoming e-mail from the AR System E-mail Messages form to a staging form and then to HPD:IncidentInterface_Create. I successfully pushed the attachment field to the staging form and have a filter set up to push it to the IncidentInterface_Create form, however, the
Re: Pushing Attachments
Thanks Chris! Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Thursday, June 12, 2008 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** Looked up the defect. Here's what I found: 6. ADDITIONAL INFO: Filter HPD:HII:CreateIncident_210_CreateWorkInfo is not pushing the Attachment. -- Chris Danaceau 703-833-2459 This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Thursday, June 12, 2008 2:11 PM To: arslist@ARSLIST.ORG Subject: Re: Pushing Attachments ** We're using the Incident Interface forms and encountered numerous bugs around data getting pushed to the correct destination. One of the documented defects was around attachments. The BMC defect ID was SW00263546 if you want to look it up on BMC support.. We actually wound up fixing it in house. I wasn't the developer so I can't give specific details on that resolution. -- Chris Danaceau 703-833-2459 This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
I tried to install on 64 bit and it would not install, so I used the 32 bit java. Good luck Howard On 6/12/08, Bilinski, John [EMAIL PROTECTED] wrote: ** All, I just got off the phone with BMC Technical Support and they told me that they do not support nor recommend running Mid-Tier v7.1.0 on top of a 64-bit Java Virtual Machine. The reason why they do not support this is because their engineer's have not completed their testing Mid-Tier 7.1.0 with a 64-bit JVM. They did say that some of their customers are running this configuration anyway and some are not running into any issues but of course could not give me any people to talk too nor any details. This is not good because the first time around I talked to Remedy Support and they assured me that they supported 64-bit OS's and that the server configuration below would handle what we want to accomplish so, confidently I ordered the servers. Now, to my surprise, I caught a sub-clause in their compatibility matrix that said they do not support the 64-bit JVM. This is bad news. I would like to know if there is anyone out there that has this setup (below) or something like it, and I would like to know, if any, what bugs have you experienced with running Mid-Tier over a 64-bit JVM? We plan to run 2 load balanced Mid-Tier servers each with Quad Xeon Intel based processors with 16GB of RAM using Windows 2003 64-bit as the OS and Tomcat as the JVM. We can only use Windows server so UNIX and Solaris are out of the question. We plan to deploy the Mid-Tier to out customer base as part of a front-end customer support website where customers can submit and update their own tickets. We plan to scale the aforementioned server configuration out to about 20,000 customers. Will the 2 Web Servers support that type of environment? Also, with that many customers to be supported could those 2 servers also handle another 100 licensed Support Staff? Are their any other options? Thanks. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Launch a Dialog window in the background
Thanks Ed! I'm trying to use Remedy's workflow for when you are in incident and you make a relationship Remedy allows you to Relate multiple CIs, but does not allow you to relate multiple Unavailability for CIs. I'm trying to by-pass the Configuration Item Unavailability dialog window and just set the fields and then do a table loop. On 6/12/08, Ed LeBlanc [EMAIL PROTECTED] wrote: Sounds like what you want to do is a push fields. If the data population is to be automated and you don't need the user to see the fields to be populated that a simple push fields to that form would do the trick for you. If the data is coming from the current form then select a trigger and uise an active link at the appropriate time. Other wise there may be more to your request then is readily apparent and I could use a bit more info. Ed LeBlanc, RAC, ITIL Sr. Solutions Consultant AttivaSoft 10440 little Patuxent Parkway Suite 200 Columbia, MD 21044 Office 904-619-3685 Cell 904-607-9387 Fax 410-715-0848 www.AttivaSoft.com http://www.attivasoft.com/ Check out the new AttivaSoft blog page at: http://www.AttivaSoft.com/wordpress From: Action Request System discussion list(ARSList) on behalf of T. Dee Sent: Thu 6/12/2008 12:15 PM To: arslist@ARSLIST.ORG Subject: Question: Launch a Dialog window in the background Good afternoon - I was wondering is it possible to launch a dialog window in the background OR not even launch it period. The issue is I have a dialog window in the Remedy workflow for ITSM 7 that I need to populate 3 fields with data and then automatically hit the save button on the dialog window and let it continue on it's way with the workflow. I don't want the users seeing the dialog window. Any suggestions would be greatly appreciated. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ... RIGID Systems, LLC., a leading IT Services Management Consultancy and Systems Integrator has rebranded and will be doing business from this point foreword as AttivaSoft. The corporate rebranding to AttivaSoft is the result of more than six (6) months of strategic brand analysis of the IT marketplace. AttivaSoft will continue to offer ITIL compliant, Service Management solutions with an emphasis on best practices implementations. ... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Troubleshooting Message not in catalog errors
We are getting message not in catalog errors - specifically #'s 1584 and 1587 - both of which deal with fields in search lines. Essentially both of these say either a field is unknown in a search or is poorly formatted. This message comes up after the initial search/display of the Incident - I can see in the logs all of the workflow for on display/window loaded is firing. This happens when certain users view an Incident on the Web in 7.1 patch 001 (Solaris/Websphere/IBM http server). This happens when viewing from the IM Console using the View button or just standard searches, etc. Admin users do not have this problem. Because of this I am fairly certain the issue is permissions based. However, it's a nightmare to troubleshoot - both client and server side logs provide zero information. All API logs have the matching +/- pairs and no errors. Refreshing all table fields manually does nothing - the error does not repeat itself. AL/Filter/SQL logs also have nothing. Anyone have a suggestion on how to troubleshoot this? I have been slowing destructively display elements from the HPD:HelpDesk form but no luck so far. William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
We rate the mid-tier 7.1.00.002 performance (as we have it configured and the application forms pre-fetched) as follows: On XP... IE 7 is 10-20% faster than the User Tool (7.1.00.002 or 003) Firefox is 10-20% slower than the User Tool Safari is _significantly_ faster than everything else On Vista... IE 7 is 5-10% faster than the User Tool (7.1.00.002) Firefox is 10-20% slower than the User Tool Safari not tested yet These comparisons hold up on XP and Vista running in Parallels on Mac OS X On the x64 JVM, I would _hope_ that they get some support for it soon, since it will allow us to handle larger memory loads. I've never gotten the 32-bit JVM to behave properly when set to higher than 1536 Mb. 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 Bilinski, John Sent: Thursday, June 12, 2008 1:11 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** Thanks Strauss, What would you rate your Mid-Tier's performance against the User Client when using, lets say Incident Management as a Support Staff user? 1:2? 1:4? Also, the support tech I spoke with has no idea when BMC plan's to support the 64-bit java virtual machines even with version 7.5. This makes no sense to me because you think that fully supporting a 64-bit environment would be a priority for an enterprise application right? Thanks. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, June 12, 2008 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** I cannot address load balancing or the 64-bit JVM, but I have had very good performance and stability (knock on wood) with mid-tier 7.1.00.002 on Win2K3 Enterprise R2 x64 using the 32-bit Tomcat 5.5.26 (app server AND web server) on top of the 32-bit JDK 1.5.0_14. I give the JVM 1536 mb min and max and a thread stack size of 3000, and I see it using about 900 mb max. In our environment I have never seen it go over a gig, even when pre-fetching the ITSM 7 applications, but it sounds like you will have more load in terms of concurrent users. Our mid-tier is just serving 280 support staff users (55 licenses) using the Service Desk in ITSM 7; the customers hit a Kinetic Request web on the same server which runs on its own instance of Tomcat 5.5.20 (32-bit). Hardware is an HP DL380 G5 with two quad-core Xeons and 12 gb RAM, and it's just loafing. BTW, the AR Server is also on Win2K3 Enterprise x64 (not R2, DL385, two dual-core Opterons) using the 32-bit JVM, with memory usage usually 700 mb but it peaks to over 1,290 mb during a prefetch. 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 Bilinski, John Sent: Thursday, June 12, 2008 12:23 PM To: arslist@ARSLIST.ORG Subject: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** All, I just got off the phone with BMC Technical Support and they told me that they do not support nor recommend running Mid-Tier v7.1.0 on top of a 64-bit Java Virtual Machine. The reason why they do not support this is because their engineer's have not completed their testing Mid-Tier 7.1.0 with a 64-bit JVM. They did say that some of their customers are running this configuration anyway and some are not running into any issues but of course could not give me any people to talk too nor any details. This is not good because the first time around I talked to Remedy Support and they assured me that they supported 64-bit OS's and that the server configuration below would handle what we want to accomplish so, confidently I ordered the servers. Now, to my surprise, I caught a sub-clause in their compatibility matrix that said they do not support the 64-bit JVM. This is bad news. I would like to know if there is anyone out there that has this setup (below) or something like it, and I would like to know, if any, what bugs have you experienced with running Mid-Tier over a 64-bit JVM? We plan to run 2 load balanced Mid-Tier servers each with Quad Xeon Intel based processors with 16GB of RAM using Windows 2003 64-bit as the OS and Tomcat as the JVM. We can only use Windows server so UNIX and Solaris are out of the question. We plan to deploy the Mid-Tier to out customer base as part of a front-end customer support website where customers can submit and update their own tickets. We plan to scale the aforementioned server configuration out to about 20,000 customers.
Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
Wait, so you are saying that the mid-tier performs better than the user tool by 10-15%? That is amazing! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, June 12, 2008 2:50 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** We rate the mid-tier 7.1.00.002 performance (as we have it configured and the application forms pre-fetched) as follows: On XP... IE 7 is 10-20% faster than the User Tool (7.1.00.002 or 003) Firefox is 10-20% slower than the User Tool Safari is _significantly_ faster than everything else On Vista... IE 7 is 5-10% faster than the User Tool (7.1.00.002) Firefox is 10-20% slower than the User Tool Safari not tested yet These comparisons hold up on XP and Vista running in Parallels on Mac OS X On the x64 JVM, I would _hope_ that they get some support for it soon, since it will allow us to handle larger memory loads. I've never gotten the 32-bit JVM to behave properly when set to higher than 1536 Mb. 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 Bilinski, John Sent: Thursday, June 12, 2008 1:11 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** Thanks Strauss, What would you rate your Mid-Tier's performance against the User Client when using, lets say Incident Management as a Support Staff user? 1:2? 1:4? Also, the support tech I spoke with has no idea when BMC plan's to support the 64-bit java virtual machines even with version 7.5. This makes no sense to me because you think that fully supporting a 64-bit environment would be a priority for an enterprise application right? Thanks. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, June 12, 2008 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** I cannot address load balancing or the 64-bit JVM, but I have had very good performance and stability (knock on wood) with mid-tier 7.1.00.002 on Win2K3 Enterprise R2 x64 using the 32-bit Tomcat 5.5.26 (app server AND web server) on top of the 32-bit JDK 1.5.0_14. I give the JVM 1536 mb min and max and a thread stack size of 3000, and I see it using about 900 mb max. In our environment I have never seen it go over a gig, even when pre-fetching the ITSM 7 applications, but it sounds like you will have more load in terms of concurrent users. Our mid-tier is just serving 280 support staff users (55 licenses) using the Service Desk in ITSM 7; the customers hit a Kinetic Request web on the same server which runs on its own instance of Tomcat 5.5.20 (32-bit). Hardware is an HP DL380 G5 with two quad-core Xeons and 12 gb RAM, and it's just loafing. BTW, the AR Server is also on Win2K3 Enterprise x64 (not R2, DL385, two dual-core Opterons) using the 32-bit JVM, with memory usage usually 700 mb but it peaks to over 1,290 mb during a prefetch. 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 Bilinski, John Sent: Thursday, June 12, 2008 12:23 PM To: arslist@ARSLIST.ORG Subject: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** All, I just got off the phone with BMC Technical Support and they told me that they do not support nor recommend running Mid-Tier v7.1.0 on top of a 64-bit Java Virtual Machine. The reason why they do not support this is because their engineer's have not completed their testing Mid-Tier 7.1.0 with a 64-bit JVM. They did say that some of their customers are running this configuration anyway and some are not running into any issues but of course could not give me any people to talk too nor any details. This is not good because the first time around I talked to Remedy Support and they assured me that they supported 64-bit OS's and that the server configuration below would handle what we want to accomplish so, confidently I ordered the servers. Now, to my surprise, I caught a sub-clause in their compatibility matrix that said they do not support the 64-bit JVM. This is bad news. I would like to know if there is anyone out there that has this setup (below) or something like it, and I would like to know, if any, what bugs have you experienced with running Mid-Tier over a 64-bit JVM? We plan to run 2 load balanced Mid-Tier servers each
Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
Chris, are your app server and web server on the same server? Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, June 12, 2008 1:50 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? We rate the mid-tier 7.1.00.002 performance (as we have it configured and the application forms pre-fetched) as follows: On XP... IE 7 is 10-20% faster than the User Tool (7.1.00.002 or 003) Firefox is 10-20% slower than the User Tool Safari is _significantly_ faster than everything else On Vista... IE 7 is 5-10% faster than the User Tool (7.1.00.002) Firefox is 10-20% slower than the User Tool Safari not tested yet These comparisons hold up on XP and Vista running in Parallels on Mac OS X On the x64 JVM, I would _hope_ that they get some support for it soon, since it will allow us to handle larger memory loads. I've never gotten the 32-bit JVM to behave properly when set to higher than 1536 Mb. 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 Bilinski, John Sent: Thursday, June 12, 2008 1:11 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** Thanks Strauss, What would you rate your Mid-Tier's performance against the User Client when using, lets say Incident Management as a Support Staff user? 1:2? 1:4? Also, the support tech I spoke with has no idea when BMC plan's to support the 64-bit java virtual machines even with version 7.5. This makes no sense to me because you think that fully supporting a 64-bit environment would be a priority for an enterprise application right? Thanks. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, June 12, 2008 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** I cannot address load balancing or the 64-bit JVM, but I have had very good performance and stability (knock on wood) with mid-tier 7.1.00.002 on Win2K3 Enterprise R2 x64 using the 32-bit Tomcat 5.5.26 (app server AND web server) on top of the 32-bit JDK 1.5.0_14. I give the JVM 1536 mb min and max and a thread stack size of 3000, and I see it using about 900 mb max. In our environment I have never seen it go over a gig, even when pre-fetching the ITSM 7 applications, but it sounds like you will have more load in terms of concurrent users. Our mid-tier is just serving 280 support staff users (55 licenses) using the Service Desk in ITSM 7; the customers hit a Kinetic Request web on the same server which runs on its own instance of Tomcat 5.5.20 (32-bit). Hardware is an HP DL380 G5 with two quad-core Xeons and 12 gb RAM, and it's just loafing. BTW, the AR Server is also on Win2K3 Enterprise x64 (not R2, DL385, two dual-core Opterons) using the 32-bit JVM, with memory usage usually 700 mb but it peaks to over 1,290 mb during a prefetch. 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 Bilinski, John Sent: Thursday, June 12, 2008 12:23 PM To: arslist@ARSLIST.ORG Subject: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** All, I just got off the phone with BMC Technical Support and they told me that they do not support nor recommend running Mid-Tier v7.1.0 on top of a 64-bit Java Virtual Machine. The reason why they do not support this is because their engineer's have not completed their testing Mid-Tier 7.1.0 with a 64-bit JVM. They did say that some of their customers are running this configuration anyway and some are not running into any issues but of course could not give me any people to talk too nor any details. This is not good because the first time around I talked to Remedy Support and they assured me that they supported 64-bit OS's and that the server configuration below would handle what we want to accomplish so, confidently I ordered the servers. Now, to my surprise, I caught a sub-clause in their compatibility matrix that said they do not support the 64-bit JVM. This is bad news. I would like to know if there is anyone out there that has this setup (below) or something like it, and I
Re: AIE Escape Character?
Update from BMC Engineering - Current IF THEN ELSE does not have a provision to support functions,so we cannot use any functions with exiting IF THEN ELSE syntax. Update from Me - Plan A = Add a filter that on submit or modify sets the field Login to Lower($login$) Plan B = do this with 2 mappings - 1. Query for Login = Null Do your set field no login 2. Query for Login Not Null Do your set field to function|lower($Login$) - Kelly Deaver [EMAIL PROTECTED] Original Message Subject: RE: AIE Escape Character? From: [EMAIL PROTECTED] Date: Thu, June 12, 2008 7:13 am To: arslist@ARSLIST.ORG This looks right to me too. Just to test - try a simple set field and specific in your qualification a record you know has a login - VALUE = function|lower($Login$). Does that work? If yes, try this next. (If not, file a support ticket ;) ) Next - Try modifying the qualification query to $Login$ NOT Null and VALUE = function|lower($Login$). Still work? If yes, try this next. (If not, file a support ticket) Now try building the statement gain, going with what you know. STMT|IF $Login$ NOT NULL THEN VALUE = function|lower($Login$) ELSE VALUE = No Login ENDIF Hopefully, somewhere along the line you figure out what it doesn't like. If not, it should definately go to support because some directions aren't clear or you found a bug. Do let us know what you find. - Kelly Deaver [EMAIL PROTECTED] Original Message Subject: AIE Escape Character? From: Brian Gillock [EMAIL PROTECTED] Date: Wed, June 11, 2008 11:41 am To: arslist@ARSLIST.ORG Hey Listers, I'm not positive what I'm trying to do is even possible, but here's what I'm working on. I'm doing an import of users from source X. Problem is X isn't completely reliable and some records are missing $Login$, also I want all logins to be lowercase if they do exist. I'm setting missing logins to No Login so I can fire notifications. Here is my mapping statement. STMT|IF $Login$ is NULL THEN VALUE = No Login ELSE VALUE = function|lower($Login$) ENDIF What I end up with if they have a login is function|lower( The AIE docs state that literals must be in double quotes, and I have other mappings that resolve VALUE = $field$, so I assumed using the function would be good. Is it possible to use functions within IF statements? Is there some escape character that I'm missing? ARS 7.1 patch 2 AIE 7.1 patch 2 Windows Server 2003 SQL Server 2005 Thanks! Brian ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
So run the 32-bit jvm on your 64-bit hardware. It's that easy. While much of the 7.1 java api is native java starting with 7.1 (oncrpc, etc.), you still have some 32-bit native libraries that the jvm is going to attempt to load via jni. Your jvm flavor needs to match that of the native libraries. http://forum.java.sun.com/thread.jspa?threadID=277239 http://mindprod.com/jgloss/jni.html Axton On Thu, Jun 12, 2008 at 1:23 PM, Bilinski, John [EMAIL PROTECTED] wrote: ** All, I just got off the phone with BMC Technical Support and they told me that they do not support nor recommend running Mid-Tier v7.1.0 on top of a 64-bit Java Virtual Machine. The reason why they do not support this is because their engineer's have not completed their testing Mid-Tier 7.1.0 with a 64-bit JVM. They did say that some of their customers are running this configuration anyway and some are not running into any issues but of course could not give me any people to talk too nor any details. This is not good because the first time around I talked to Remedy Support and they assured me that they supported 64-bit OS's and that the server configuration below would handle what we want to accomplish so, confidently I ordered the servers. Now, to my surprise, I caught a sub-clause in their compatibility matrix that said they do not support the 64-bit JVM. This is bad news. I would like to know if there is anyone out there that has this setup (below) or something like it, and I would like to know, if any, what bugs have you experienced with running Mid-Tier over a 64-bit JVM? We plan to run 2 load balanced Mid-Tier servers each with Quad Xeon Intel based processors with 16GB of RAM using Windows 2003 64-bit as the OS and Tomcat as the JVM. We can only use Windows server so UNIX and Solaris are out of the question. We plan to deploy the Mid-Tier to out customer base as part of a front-end customer support website where customers can submit and update their own tickets. We plan to scale the aforementioned server configuration out to about 20,000 customers. Will the 2 Web Servers support that type of environment? Also, with that many customers to be supported could those 2 servers also handle another 100 licensed Support Staff? Are their any other options? Thanks. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Form must have a web-alias error
Hello all, I am specifying a web-alias to an Archive type form by going to Form--CurrentView--Properties--Basic tab. Still it is giving me error message Form must have a web alias to generate a valid .jsp file name for its web view (ARERR 2920) on save. What am I doing wrong? Anything else I am missing? Thanks Chintan. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
No - and think I barfed up the specs on the AR server two messages ago - that's the SQL Server. Three separate machines for most functions. Mid-Tier, Flashboards, and Kinetic Webs:Win2K3 Enterprise R2 x64 on a DL380G5 2 x Quad Core 1.87 ghz Xeon and 12 gb Ram AR Server, AREmail etc.; all apps except RKM: Win2K3 Enterprise x64 on a DL380G5 2 x Quad Core 2.33 ghz Xeon and 12 gb Ram SQL Server 2005 x64: Win2K3 Enterprise x64 on a DL385 2 x Dual Core 2.6 ghz Opteron and 10 gb RAM A couple of 32-bit Win2K3 Enterprise servers on older DL380s host AIE 7.1 and RKM 7.2 on one, and another mid-tier with Crystal Report Server XI just for reporting on another. They do not play well with others, or in the case of CRXI won't run on x64. Every web server except CRXI is Tomcat internal catalina (5.5.20 or 5.5.26); CRXI is on IIS and .NET to stay out of the java world. 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 Gary Opela (Corporate) Sent: Thursday, June 12, 2008 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** Chris, are your app server and web server on the same server? Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI® Level 3 Rated Company ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
Chris, I figured that much because there is no way the Mid-Tier would outpace the User Client if all were together on one server. Now that this information on what your environment is out there can you tell me 2 more things before I retire tonight: If we are running 2 load balance Web Servers each with: Quad Core Xeon 3.0 with 16GB or RAM as the Mid-Tier Servers, and we are running a third Web server with matching hardware specs with Crystal Enterprise XI 64-bit (SAP said BOXI Ent will run totally 64-bit) then: 1. Will I need to install 32-bit JVM to run the mid-tier Crystal Viewer and a 64-bit JVM to Run Crystal Enterprise XI? 2. Will my Mid-Tier if accessed through IE 6 scream passed the user tool in terms of performance like you said earlier by 10-15%? Thank you everyone for your help...seriously! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, June 12, 2008 4:32 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? No - and think I barfed up the specs on the AR server two messages ago - that's the SQL Server. Three separate machines for most functions. Mid-Tier, Flashboards, and Kinetic Webs:Win2K3 Enterprise R2 x64 on a DL380G5 2 x Quad Core 1.87 ghz Xeon and 12 gb Ram AR Server, AREmail etc.; all apps except RKM: Win2K3 Enterprise x64 on a DL380G5 2 x Quad Core 2.33 ghz Xeon and 12 gb Ram SQL Server 2005 x64: Win2K3 Enterprise x64 on a DL385 2 x Dual Core 2.6 ghz Opteron and 10 gb RAM A couple of 32-bit Win2K3 Enterprise servers on older DL380s host AIE 7.1 and RKM 7.2 on one, and another mid-tier with Crystal Report Server XI just for reporting on another. They do not play well with others, or in the case of CRXI won't run on x64. Every web server except CRXI is Tomcat internal catalina (5.5.20 or 5.5.26); CRXI is on IIS and .NET to stay out of the java world. 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 Gary Opela (Corporate) Sent: Thursday, June 12, 2008 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** Chris, are your app server and web server on the same server? Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI® Level 3 Rated Company ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Dialog windows in Mid-Tier 7.1 patch 2
Greetings Listers, I am experiencing an issue with opening a form in dialog mode on the web where the behavior isn't like it is in the user tool and was wondering if there's a trick to controlling the size. In the user tool, opening a form in dialog mode keeps the border of the window just beyond the actual real estate of your fields, etc. It seems like the behavior in 7.1 on the web is different than what I was used to seeing in 6.3. When I open a regular form in dialog mode in 7.1 mid-tier, it appears to open 2-3 times larger than what I would expect to see. Any insight or tips would be greatly appreciated. Thank you, ARS 7.1 patch 2 SQL Server 2000 Randy Mckinnish Technical Systems Developer Compass Group The Americas Division DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Dialog windows in Mid-Tier 7.1 patch 2
This hasn't changed in 7.1, but you are correct, the Client will shrink a window to just the visible fields, but Mid-Tier sets its window size based on the size the window was (un maximized) last time you saved that Form/View. In addition to that it includes enough space (via scrollbars if necessary) to account for all of the space taken on the form, even for hidden fields. So to fix your form, open it in the admin tool, un-maximize the window, set it to your desired size, save it. Then look at it in Mid-tier (after flushing cache and such of course) and you should see the new size. If you have multiple views, you need to do this for each view, switch view, resize, save, switch view, etc. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mckinnish, Randy Sent: Thursday, June 12, 2008 3:52 PM To: arslist@ARSLIST.ORG Subject: Dialog windows in Mid-Tier 7.1 patch 2 ** Greetings Listers, I am experiencing an issue with opening a form in dialog mode on the web where the behavior isn't like it is in the user tool and was wondering if there's a trick to controlling the size. In the user tool, opening a form in dialog mode keeps the border of the window just beyond the actual real estate of your fields, etc. It seems like the behavior in 7.1 on the web is different than what I was used to seeing in 6.3. When I open a regular form in dialog mode in 7.1 mid-tier, it appears to open 2-3 times larger than what I would expect to see. Any insight or tips would be greatly appreciated. Thank you, ARS 7.1 patch 2 SQL Server 2000 Randy Mckinnish Technical Systems Developer Compass Group The Americas Division DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
My guess would be yes since the BEST solution is to put a mid-tier on the Crystal server to handle reports, complete with crystal viewer, and have your primary mid-tier configured to point at BOXI/Crystal Report Server 11 on a different machine with Midtier - that offloads reporting, and removes the need for the .rpt files to get shared between the mid-tier server and the crystal server. The only machine I have IE 6 on is my old 2000 server desktop that was my complete console into ARS 5.1.2, so there is no way to compare speed. It is still set up with the 5.1.2 User and Admin Tools. It is something like a P III 800, so it doesn't do anything quickly. I don't have access to an current hardware XP machine with IE 6. I just tested it (remoted in same subnet - I'm over in the server building), and it is still faster (IE 6 on 2000 server) than the User Tool on XP, and in fact it was faster than IE 7 on XP (remoted in from mac over wireless) although the XP box has Outlook 2007, PowerPoint 2007, Outlook Express and another IE 7 session already open (not bad for 1 gb) with both hitting mid-tier simultaneously. Maybe IE 6 is faster... you'll need to do some testing on equivalent platforms. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Thursday, June 12, 2008 3:51 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? Chris, I figured that much because there is no way the Mid-Tier would outpace the User Client if all were together on one server. Now that this information on what your environment is out there can you tell me 2 more things before I retire tonight: If we are running 2 load balance Web Servers each with: Quad Core Xeon 3.0 with 16GB or RAM as the Mid-Tier Servers, and we are running a third Web server with matching hardware specs with Crystal Enterprise XI 64-bit (SAP said BOXI Ent will run totally 64-bit) then: 1. Will I need to install 32-bit JVM to run the mid-tier Crystal Viewer and a 64-bit JVM to Run Crystal Enterprise XI? 2. Will my Mid-Tier if accessed through IE 6 scream passed the user tool in terms of performance like you said earlier by 10-15%? Thank you everyone for your help...seriously! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, June 12, 2008 4:32 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? No - and think I barfed up the specs on the AR server two messages ago - that's the SQL Server. Three separate machines for most functions. Mid-Tier, Flashboards, and Kinetic Webs:Win2K3 Enterprise R2 x64 on a DL380G5 2 x Quad Core 1.87 ghz Xeon and 12 gb Ram AR Server, AREmail etc.; all apps except RKM: Win2K3 Enterprise x64 on a DL380G5 2 x Quad Core 2.33 ghz Xeon and 12 gb Ram SQL Server 2005 x64: Win2K3 Enterprise x64 on a DL385 2 x Dual Core 2.6 ghz Opteron and 10 gb RAM A couple of 32-bit Win2K3 Enterprise servers on older DL380s host AIE 7.1 and RKM 7.2 on one, and another mid-tier with Crystal Report Server XI just for reporting on another. They do not play well with others, or in the case of CRXI won't run on x64. Every web server except CRXI is Tomcat internal catalina (5.5.20 or 5.5.26); CRXI is on IIS and .NET to stay out of the java world. 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 Gary Opela (Corporate) Sent: Thursday, June 12, 2008 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** Chris, are your app server and web server on the same server? Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI® Level 3 Rated Company ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Dialog windows in Mid-Tier 7.1 patch 2
That did the trick! Thank you for information it's much appreciated and will save us some headaches going forward. Thanks! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Thursday, June 12, 2008 6:12 PM To: arslist@ARSLIST.ORG Subject: Re: Dialog windows in Mid-Tier 7.1 patch 2 This hasn't changed in 7.1, but you are correct, the Client will shrink a window to just the visible fields, but Mid-Tier sets its window size based on the size the window was (un maximized) last time you saved that Form/View. In addition to that it includes enough space (via scrollbars if necessary) to account for all of the space taken on the form, even for hidden fields. So to fix your form, open it in the admin tool, un-maximize the window, set it to your desired size, save it. Then look at it in Mid-tier (after flushing cache and such of course) and you should see the new size. If you have multiple views, you need to do this for each view, switch view, resize, save, switch view, etc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mckinnish, Randy Sent: Thursday, June 12, 2008 3:52 PM To: arslist@ARSLIST.ORG Subject: Dialog windows in Mid-Tier 7.1 patch 2 ** Greetings Listers, I am experiencing an issue with opening a form in dialog mode on the web where the behavior isn't like it is in the user tool and was wondering if there's a trick to controlling the size. In the user tool, opening a form in dialog mode keeps the border of the window just beyond the actual real estate of your fields, etc. It seems like the behavior in 7.1 on the web is different than what I was used to seeing in 6.3. When I open a regular form in dialog mode in 7.1 mid-tier, it appears to open 2-3 times larger than what I would expect to see. Any insight or tips would be greatly appreciated. Thank you, ARS 7.1 patch 2 SQL Server 2000 Randy Mckinnish Technical Systems Developer Compass Group The Americas Division DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Dialog windows in Mid-Tier 7.1 patch 2
Glad to be of service :) _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mckinnish, Randy Sent: Thursday, June 12, 2008 4:55 PM To: arslist@ARSLIST.ORG Subject: Re: Dialog windows in Mid-Tier 7.1 patch 2 ** That did the trick! Thank you for information it's much appreciated and will save us some headaches going forward. Thanks! _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Thursday, June 12, 2008 6:12 PM To: arslist@ARSLIST.ORG Subject: Re: Dialog windows in Mid-Tier 7.1 patch 2 This hasn't changed in 7.1, but you are correct, the Client will shrink a window to just the visible fields, but Mid-Tier sets its window size based on the size the window was (un maximized) last time you saved that Form/View. In addition to that it includes enough space (via scrollbars if necessary) to account for all of the space taken on the form, even for hidden fields. So to fix your form, open it in the admin tool, un-maximize the window, set it to your desired size, save it. Then look at it in Mid-tier (after flushing cache and such of course) and you should see the new size. If you have multiple views, you need to do this for each view, switch view, resize, save, switch view, etc. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mckinnish, Randy Sent: Thursday, June 12, 2008 3:52 PM To: arslist@ARSLIST.ORG Subject: Dialog windows in Mid-Tier 7.1 patch 2 ** Greetings Listers, I am experiencing an issue with opening a form in dialog mode on the web where the behavior isn't like it is in the user tool and was wondering if there's a trick to controlling the size. In the user tool, opening a form in dialog mode keeps the border of the window just beyond the actual real estate of your fields, etc. It seems like the behavior in 7.1 on the web is different than what I was used to seeing in 6.3. When I open a regular form in dialog mode in 7.1 mid-tier, it appears to open 2-3 times larger than what I would expect to see. Any insight or tips would be greatly appreciated. Thank you, ARS 7.1 patch 2 SQL Server 2000 Randy Mckinnish Technical Systems Developer Compass Group The Americas Division DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
RESOLVED: AIE Escape Character?
Thank you for all the great help and information Kelly! I didn't think about doing it in two mappings. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kelly Deaver Sent: Thursday, June 12, 2008 12:11 PM To: arslist@ARSLIST.ORG Subject: Re: AIE Escape Character? Update from BMC Engineering - Current IF THEN ELSE does not have a provision to support functions,so we cannot use any functions with exiting IF THEN ELSE syntax. Update from Me - Plan A = Add a filter that on submit or modify sets the field Login to Lower($login$) Plan B = do this with 2 mappings - 1. Query for Login = Null Do your set field no login 2. Query for Login Not Null Do your set field to function|lower($Login$) - Kelly Deaver [EMAIL PROTECTED] Original Message Subject: RE: AIE Escape Character? From: [EMAIL PROTECTED] Date: Thu, June 12, 2008 7:13 am To: arslist@ARSLIST.ORG This looks right to me too. Just to test - try a simple set field and specific in your qualification a record you know has a login - VALUE = function|lower($Login$). Does that work? If yes, try this next. (If not, file a support ticket ;) ) Next - Try modifying the qualification query to $Login$ NOT Null and VALUE = function|lower($Login$). Still work? If yes, try this next. (If not, file a support ticket) Now try building the statement gain, going with what you know. STMT|IF $Login$ NOT NULL THEN VALUE = function|lower($Login$) ELSE VALUE = No Login ENDIF Hopefully, somewhere along the line you figure out what it doesn't like. If not, it should definately go to support because some directions aren't clear or you found a bug. Do let us know what you find. - Kelly Deaver [EMAIL PROTECTED] Original Message Subject: AIE Escape Character? From: Brian Gillock [EMAIL PROTECTED] Date: Wed, June 11, 2008 11:41 am To: arslist@ARSLIST.ORG Hey Listers, I'm not positive what I'm trying to do is even possible, but here's what I'm working on. I'm doing an import of users from source X. Problem is X isn't completely reliable and some records are missing $Login$, also I want all logins to be lowercase if they do exist. I'm setting missing logins to No Login so I can fire notifications. Here is my mapping statement. STMT|IF $Login$ is NULL THEN VALUE = No Login ELSE VALUE = function|lower($Login$) ENDIF What I end up with if they have a login is function|lower( The AIE docs state that literals must be in double quotes, and I have other mappings that resolve VALUE = $field$, so I assumed using the function would be good. Is it possible to use functions within IF statements? Is there some escape character that I'm missing? ARS 7.1 patch 2 AIE 7.1 patch 2 Windows Server 2003 SQL Server 2005 Thanks! Brian ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
