Re: license Question

[Uday Joshi]

Hi Tim,

With ITSM 7, you can monitor the usage of application user licenses.
Also it captures any token denials. You will have to configure
monitoring in the Application Statistics Configuration form.

Similarly you can monitor AR User usage by enabling server statistics.

As per my own experience capturing period of 15 minutes (900 seconds) is
sufficient. It provides 96 reading per day. If you collect statistics
for 1 month that should give you good idea about the usage pattern. You
can also infer the required mix of fixed and floating number.

Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39104092
VOIP 842-5103






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Rondeau
Sent: Wednesday, September 17, 2008 09:03 PM
To: arslist@ARSLIST.ORG
Subject: license Question


**

Hi,



Basically we are using arsystem 7.0.1 with ITSM.



For Example we have:



AR USER 50 fixed

AR USER 50 Floating



Change Management Fixed 20

Change Management Floating 10



Incident Management Fixed 20

Incident Management Floating 10





Looking at the license tool, it seems that when we run out it is mainly
from the User pool.   Can someone explain exactly how the Change and
Incident Licenses work?We need to purchase more licenses, should we
only purchase USER license and not the app fixed/floating.



Thanks



Tim

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Re: Increasing Entry ID Length

[Uday Joshi]

Hi Joe,

That's definitely good idea.

However this will have to defined the form properties, otherwise by
default the result list is sorted on the request ID.

Also there are questions from user community that why the list looks
different. We can take out leading zeros mentally but system can not.

Still your idea is the most practical way.

Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39104092
VOIP 842-5103






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, September 18, 2008 01:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Increasing Entry ID Length


**
Uday, Ron,

A workaround to resolve this would be to sort the results by the Create
Date rather than the Request ID..

Create Dates are usually in chronological order and there is a very very
thin chance this may not be the case for consecutive requests that may
have been created at about the same time...

Joe

- Original Message 
From: Uday Joshi <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 5:39:23 AM
Subject: Re: Increasing Entry ID Length

**
Hi Ron,

I had handled such situation in earlier assignment. There to avoid huge
series of leading zeros we had limited size of request ID to 6.

There are few checks you will have to do
1) Check the "Input length" of this field.
2) Check column width of C1 at the data base level.

If at database level it is 15, then you can change input length to 7 or
whatever number up to 15. Since the data base is already capable of
handling larger data this change has least data. If both these have
length as 6 then the table needs to be altered, which may create
temporary load on the system.

In either case it is recommended that you do this activity in the lean
time.

As soon as you save the form the new ID will be generated with the new
length. If you have not hit the limit you will see leading zeros. It
does not affect any old records.

The only visible problem is that since the request ID is stored and
handled as a character the ones appended with zero comes on the top.

Example

0967991 (first with 7 digits)
0967992
0967993
967988
967989
967990 (last with 6 digits)

It would be a good idea to inform user community about this apparent
incorrect ordering of tickets.
Later on you can append leading zeros to old cases by writing direct SQL
at the data base level. However you will have to take of H and B table.


Best Regards,

Uday Joshi

Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39104092
VOIP 842-5103






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Smith, Ron [TBC]
Sent: Friday, September 12, 2008 08:23 PM
To: arslist@ARSLIST.ORG
Subject: Increasing Entry ID Length


**

Hi all,
Wanted to bounce this off the group to see if there is an easy and safe
way to increase the size of the Entry-ID Field (1).  We are currently at
a length of six on the Homegrown helpdesk app, and after 10 + years
using it, we are about to roll over ID# 99.  What I want to do is to
increase it to a length of 8.  Problem is that the existing ID's do not
pad out to the full 8 digits.  Is there any utilities out there that
makes this change easy and simple to do.  I am pretty sure I can do this
by exporting the data and massage it and reimport it, but looking for an
easy way to do it.

Thanks in advance.

ARS 6.3 P.20
Win 2K3
SQL Server 2000

Thanks,

Ron Smith
Remedy/Web Developer
Providence Health & Services OR
[EMAIL PROTECTED]
503-216-7866

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ITSM7 Install Woes

[Schon, Stuart]

Hi

 

I have been trying to install 1 or any of the itsm 7.0.3 base apps (I
have tried them all with the same result). 

 

I get to the point where it asks for a valid AR System Administrator and
then nothing - I get the message

Enter a valid AR System Administrator ID?  [Demo]

Enter the password for the AR System Administrator?

Verifying admin user ...

[ERROR] Cannot establish a network connection to the AR System server

Please make sure that the server is running and try again.

 

This is a brand new install. I have installed all of the base products
and I can log onto AR Server via admin and user tools using the Demo id
so ?

Make sure the following software is installed and licensed (where
needed) before you proceed with the installation.

 

- BMC Remedy AR System Server 7.0.01 Patch 004 or later

- BMC AR System Assignment Engine 7.0.01 or later

- BMC Atrium CMDB 2.0.01 or later

 

 

The install is on a Solaris 5.10 v490 box accessing a remote 10.2.1
Oracle DB.

 

Currently installed is AR Server 7.1 p2; Approval, Assignment, FB and
Email engines; and CMDB 2.1 plus extensions.

 

 

Any ideas would help.

Regards

Stuart Schon

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Re: Run Process Timeout

[manoj jain]

Hi ,

Just follow this process you can handle runprocess timeout ->

On Home Page,
Click AR System Administration Console
Click System
Click  General
Click Server Information
There is Timeouts tab
Click on that the first field is process timeout you can handle it from
here.

Bye,
Manoj Jain




On Thu, Sep 18, 2008 at 12:54 AM, Tadeu Augusto Dutra Pinto <
[EMAIL PROTECTED]> wrote:

> **  Hi people.
>
> How can I handle timeout on Run Process function??
>
> I have a Run Process command that executes a shell script batch ... and
> this shell script code calls a Java program...
>
>
> Where do I have to implement my timeout controller??? In ARS, Shell Script
> code or Java Code???
>
>
>
> Att,
>
>
>  *Tadeu Augusto Dutra Pinto*
> -
> IT Web Services ATM *Cinq Technologies*
> http://www.cinq.com.br
>
> [EMAIL PROTECTED]
>  *Fone: 41 3018-2833 - Cinq*
> -
>  *C*onfiabilidade, *In*ovação e *Q*ualidade em T.I.
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Re: ITSM 7.0.3 - Incident Management Issue

[manoj jain]

Hi Tauf,

You have to write your own escalation for this and you need create date
field and server timestamp  keyword and do calculation on that if it is
grater than 30 days set the status as cancelled.I hope this information will
helpful for you.

Bye
Manoj Jain

In Incident management console

On Wed, Sep 17, 2008 at 7:21 PM, Chowdhury, Tauf <[EMAIL PROTECTED]>wrote:

> **
>
> All,
>
> Is there an escalation or anything that sets the status of an incident to
> CANCELLED after a certain period of time such as 1 month? I have an incident
> and in the audit log it shows the Remedy Application Service cancelled the
> incident request.
>
>
>
> *T**auf** **C**howdhury** **|** **F**orest** **L**aboratories**, **I**nc.*
> **
>
> Sr. Analyst
>
> Informatics
>
> Office: 631.858.7765
>
> Mobile:646.483.2779
>
> P Please consider the environment before printing this email
>
>
>
>
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How to find the ID of an Attachment field?

[Mark Milke]

Hi Listers,

the PERFORM-ACTION-ADD-ATTACHMENT call requires the  of the
attachment field.

In effort to build kind of a read only attachment field I took over
the control by adding dedicated buttons for Adding, Deleting and
Displaying attachments.

Having >1 attachment field in an attachment pool I need to figure out
the id of the attachment field however, otherwise I will always add/
replace the attachment of the first attachment field.

How do I get the ID of an the currently focused Attachment field?


Thanks,
Mark

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Re: Email Notifications

[Anjali Rathour]

Kiran,
Since environment details are not provided, I am assuming you are working on 
ITSM version 7
The $Assigned Group$ resolves to a name from support group form. In version 7, 
Support Group name and Group Name (in group Form) does not match. You will have 
to write a workflow that gets group name corresponding to the group form for 
Assigned group. Use that field in the "user name" field and emails will work 
fine.


Regards,
Anjali



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of kiran kodali
Sent: Thursday, September 18, 2008 1:32 AM
To: arslist@ARSLIST.ORG
Subject: Email Notifications

**
Hi i am trying to send an email to the current assigned group, when a request 
is created.
In the Notify action of the filter I am giving  this value : $Assigned Group$ 
in the User Name field.

This doesn't work. If i give my email ID in the user name field, it works. What 
should be the value, to sent the email to the whole Group?
Thanks in advance.

--
Kiran Kodali
Ph: 940-231-8524
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Re: Email Notifications

[manoj jain]

Hi,

You can do this via this method:-

Open CFG:NTE:Notification Events form and configure it accroding to
your requirement.

Bye,
Manoj Jain

On 9/17/08, kiran kodali <[EMAIL PROTECTED]> wrote:
> Hi i am trying to send an email to the current assigned group, when a
> request is created.
> In the Notify action of the filter I am giving  this value : $Assigned
> Group$ in the User Name field.
>
> This doesn't work. If i give my email ID in the user name field, it works.
> What should be the value, to sent the email to the whole Group?
> Thanks in advance.
>
> --
> Kiran Kodali
> Ph: 940-231-8524
>
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Re: Email Notifications

[Rohini Prasher]

Hope following Notes will help you

 Forms Modified:

o NTE:SYS-Define NT Events, NTE:CFG-Notification Events, NTE:SYS-NT Process 
Control, NTE:SYS-Individual NT Control, NTE:SYS-Group NT Control: Attributes 
for the field “Notification Event” will be modified to include new notification 
event.



 Add entries in the following forms

o NTE:SYS-Define NT Events

S.No  Field Name  Value

1 Module Name Incident

2 Notification Event  Event name

3 Support Staff Event Yes

4 Description Event name

5 Incident Management Yes

o NTE:CFG-Notification Events

S.No  Field Name  Value

1 Notification Event Type*  User

2 Module Name Incident

3 Notification Event  Event name

4 Remedy Notification MethodEmail

5 Pager Notification  No

6 Use Business Hours  No

7 Use Business Holidays   No

8 Individual Notifications  Yes

9 Group Notifications Yes

o SYS:Form Field Selection

S.No  Field Name  Value

1 Selection TypeIncident Console

2 Module Name Incident

3 Form Name   HPD:Help Desk

4 Select Fields From+ HPD:Help Desk

5 Menu Label1

6 Menu Value1

7 Status  Enabled

8 SchemaId956

9 Selection Code

o SYS:Notification Messages

S.No  Field Name  Value

1 Notification Message Tag  Event Tag

2 Company Global

3 Module Name Incident

4 Support Staff Event Yes

5 Notification Event  Event name

6 Form Name   HPD:Help Desk

7 Pager Message Alpha Not Applicable for this Notification Event

8 Notification Text

9 Email Subject Line

 10   Email Message Body



 Following filter will be created

o “Filter Name”, with execution order 807, execution condition to check 
rejection counter value exceeding 2. It will have two actions:-

 Set field, To set following fields:-

S.No  Field Name  Value

1 z1D Notification Message Tag  Event Tag

2 z1D NT Support Group ID

3 z1D NT Remedy Login ID

4 z1D NT On Call Group Flag No

5 z1D NT Pager Message Numeric  $Incident Number$

 Call Guide, to call “HPD:INC Notification Generator

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of manoj jain
Sent: Thursday, September 18, 2008 3:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Notifications



Hi,



You can do this via this method:-



Open CFG:NTE:Notification Events form and configure it accroding to

your requirement.



Bye,

Manoj Jain



On 9/17/08, kiran kodali <[EMAIL PROTECTED]> wrote:

> Hi i am trying to send an email to the current assigned group, when a

> request is created.

> In the Notify action of the filter I am giving  this value : $Assigned

> Group$ in the User Name field.

>

> This doesn't work. If i give my email ID in the user name field, it works.

> What should be the value, to sent the email to the whole Group?

> Thanks in advance.

>

> --

> Kiran Kodali

> Ph: 940-231-8524

>

> ___

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Re: How to find the ID of an Attachment field?

[Carey Matthew Black]

Mark,

You might try the keyword $ FIELDID $ or maybe more reliably $
FIELDNAME $. ($ FIELDNAME $
 can be translated to a field ID with the special process
"Application-Map-Names-To-Ids". However you may have to use a filter
to get at that info this way too. It maybe better to use the string
names and then do what I am going to suggest next. :) )

Now how to get the "next" field after the current field.

I would suggest that you create and maintain a simple list of "From"
"To" pairs. Create a row for every Attachment FIELDID (or name) and
have it return the value that should be used next. Keep in mind that
when the "last" field is selected you likely need to return some kind
of error message or try to loop over to the top of the list. ( Your
choice.)


Hope that helps.

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

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



On Thu, Sep 18, 2008 at 4:47 AM, Mark Milke <[EMAIL PROTECTED]> wrote:
> Hi Listers,
>
> the PERFORM-ACTION-ADD-ATTACHMENT call requires the  of the
> attachment field.
>
> In effort to build kind of a read only attachment field I took over
> the control by adding dedicated buttons for Adding, Deleting and
> Displaying attachments.
>
> Having >1 attachment field in an attachment pool I need to figure out
> the id of the attachment field however, otherwise I will always add/
> replace the attachment of the first attachment field.
>
> How do I get the ID of an the currently focused Attachment field?
>
>
> Thanks,
> Mark

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Fwd: Escalation Notify Action

[Miguel Suarez Gomez]

-- Forwarded message --
From: Miguel Suárez Gómez <[EMAIL PROTECTED]>
Date: 18-sep-2008 12:16
Subject: Escalation Notify Action
To: [EMAIL PROTECTED]
Cc: Miguel Suárez Gómez <[EMAIL PROTECTED]>

I'm working with ARS SYSTEM v5.1.2 in a Solaris Platform and I have the
following problem:

I have an escalation with a Notify Action, which has the 'Text' Field like
this:

Se ha creado la incidencia de ID: $Id Incidencia$
Prioridad: $Prioridad$
Sistema: $Sistema$
Estado de la incidencia: $Estado incidencia$
Descripción: $Descripcion breve$
Fecha de creación de la incidencia: $Fecha creacion incidencia$
 (formato de la fecha: MM/DD/AA HH:MM:SS)
Fecha Requerida de cierre: $Fecha comprometida$
  (formato de la fecha: MM/DD/AA HH:MM:SS)

y con la siguiente anotación en el diario:
$Detalle$

and the 'Mechanism' is Email.

Almost all the fields in de 'Text' ($Prioridad$, $Sistema$, ...) are
replaced correctly with the values for the ticket, but the
field '$Detalle$' appears whith a blank value unless it has another in the
ticket.

Does anyone knows what could be the problem?

Thank you very much

Miguel

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Re: Similar Group Names

[Dwayne Martin]

Joe,

Wouldn't '$GROUP$ like ("100012;" + "%")' depend on "100012;" being the first 
group on the list?

How about '$GROUP$ like ("100012;" + "%") or '$GROUP$ like ("%;100012;" + "%")'?

That would still eliminate "1100012".

Dwayne Martin,
James Madison University

 Original message 
>Date: Wed, 17 Sep 2008 16:09:41 -0700
>From: Joe DeSouza <[EMAIL PROTECTED]>  
>Subject: Re: Similar Group Names  
>To: arslist@ARSLIST.ORG
>
>   **
>
>   Depending on how you have structured your Group ID's
>   you are less likelier to get this error if you base
>   your search criteria on the Group ID of the group.
>   It is a good practice therefore to have a good group
>   ID naming convention wherein a like search for a
>   group say $GROUP$ like ("100012;" + "%") would not
>   result in finding another group that has its ID say
>   1100012. Remember to include the semi colon at the
>   end of the Group ID as that is how the Group ID's
>   are separated in the database in the C104 column of
>   the T table belonging to the User schema..
>
>
>
>   Take a good look at the contents of the C104 column
>   in your T table of the User schema to arrive at what
>   might be the best search for you..
>
>
>
>   Joe
>
>   - Original Message 
>   From: Robert Molenda <[EMAIL PROTECTED]>
>   To: arslist@ARSLIST.ORG
>   Sent: Wednesday, September 17, 2008 6:46:07 PM
>   Subject: Re: Similar Group Names
>
>   **
>   Don't you just have to "love" the LIKE %%
>   functionality?
>
>   That's HD 5x for you... it is because of the LIKE
>   queries...
>
>   To get "around" this in the past we put a
>   non-descript character in the group name which is
>   getting 'duplicated' so your your example if you
>   change "Quest" to "Quest." (with a period) that will
>   correct (circumvent) the issue although people might
>   not like it but you get what you got.
>
>   HTH
>   Robert
>
>   On Thu, Sep 18, 2008 at 8:33 AM, Shane Buchholz
>   <[EMAIL PROTECTED]> wrote:
>
> **
>
> I ran into an interesting problem today with group
> names that are similar.  One group is called
> Quest, and another group has the word Request in
> it.  Members of the group with Request in the name
> are seeing tickets assigned to the group called
> Quest without actually being members of the
> group.  When I change the group name to have
> anything other than just Quest it works
> correctly.  Has anyone seen this before, and maybe
> know the cause?  I could not find anything on the
> Remedy Support site or in the ARList Archives. 
> Any help would be appreciated.
>
>  
>
> AR System – 6.3
> Help Desk – 5.6
>
> Windows 2003 Server SP2
> SQL 8.0
>
>  
>
> Thanks,
>
>  
>
> Shane Buchholz
>
> Information Security Specialist
>
> Remedy Administrator
>
> Account Services – Information Services
>
>  
>
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FW: Escalation Notify Action

[Remedy-Administrator (ISI)]

Hi Miguel,

Please find a copy from the help in the BMC Remedy Administrator:

To be able to send the field contents, make sure that users being notified have 
permissions to view the contents. 

Hope this will help you.

Regards

Georgi

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Miguel Suarez Gomez
Sent: Thursday, September 18, 2008 14:50
To: arslist@ARSLIST.ORG
Subject: Fwd: Escalation Notify Action

 

** 

-- Forwarded message --
From: Miguel Suárez Gómez <[EMAIL PROTECTED]>
Date: 18-sep-2008 12:16
Subject: Escalation Notify Action
To: [EMAIL PROTECTED]
Cc: Miguel Suárez Gómez <[EMAIL PROTECTED]>

I'm working with ARS SYSTEM v5.1.2 in a Solaris Platform and I have the
following problem:

I have an escalation with a Notify Action, which has the 'Text' Field like
this:

Se ha creado la incidencia de ID: $Id Incidencia$
Prioridad: $Prioridad$
Sistema: $Sistema$
Estado de la incidencia: $Estado incidencia$
Descripción: $Descripcion breve$
Fecha de creación de la incidencia: $Fecha creacion incidencia$
 (formato de la fecha: MM/DD/AA HH:MM:SS)
Fecha Requerida de cierre: $Fecha comprometida$
  (formato de la fecha: MM/DD/AA HH:MM:SS)

y con la siguiente anotación en el diario:
$Detalle$

and the 'Mechanism' is Email.

Almost all the fields in de 'Text' ($Prioridad$, $Sistema$, ...) are
replaced correctly with the values for the ticket, but the
field '$Detalle$' appears whith a blank value unless it has another in the
ticket.

Does anyone knows what could be the problem?

Thank you very much

Miguel
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Re: Easy way to find changes after an upgrade?

[Carey Matthew Black]

Melissa,

One approach that I have heard of people using is to give the
installer a "one time use" Admin 'Login Name' that is unique to the
patch. Then you can troll through the def file to find all the things
last changed by that user.

So if your installing ARS Server 7.1 patch3 then you use an account
named something like "ARSv7.1.patch003".
If your installing ITSM 7.0.1 patch3 then you use an account named
something like "ITSMv7.1.patch003".
( or any kind of patterns you prefer.)

Of course that solution requires you to plan ahead of the patch.
It is also dependent on the Patch not having a silly bug in it that
requires you to use 'Login Name' ="Demo". (Which has happened several
times in the past.)


FWIW: I read someone else suggested that Server Events could be used
to track these details. Unfortunately there is a big blind spot with
that approach. If the installer does an import operation from a def
file, then all you get is that an import happened. You do not appear
to get individual records for each object/change that was part of that
import. So that approach might get you close to what your after, but I
think it leaves a lot to be desired.


Also FWIW: There are API calls that you could use to find all objects
(by each type of object) that have changed since a given point in
time. So you could use the driver program to get you lists of those
objects changed in any way some time after a given time stamp.
(However, that will only tell you that it changed since you installed
the patch. Not that the Patching process actually did it.)

Hope that helps.

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

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



On Wed, Sep 17, 2008 at 2:27 PM, SUBSCRIBE arslist Melissa
<[EMAIL PROTECTED]> wrote:
> **
> Is there an easy way to get a list of all the objects that have changes
> after a patch or an upgrade?

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Email TO list

[Timothy Rondeau]

Hi,

 

All does anyone know why when users send emails out that all do not get
notified.  We are running 7.0.1 on windows with SQL.So say I have 10
emails that need to get notified in the TO field.  Only 5 get the email.

 

I need to correct this limit and having trouble finding it.

 

Thanks

 

Tim

 

Tim Rondeau 

Senior Remedy Systems Engineer 

Phase*Forward

880 Winter Street

Waltham, MA 02451-1623

USA

 

T:781.902.4690

F:781.902.4749

 


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Re: Email TO list

[Opela, Gary L CTR USAF AFMC 72 CS/SCBAH]

I'm running 6.3 and my To: field has a length of 32,000. What is the
length on your To: field in 7.0.1?

Also, is a newline character getting inserted in there by any chance?
You can validate this by expanding the elipses on the To field.

Thanks,

Gary Opela, Jr.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Rondeau
Sent: Thursday, September 18, 2008 8:07 AM
To: arslist@ARSLIST.ORG
Subject: Email TO list

** 

Hi,

 

All does anyone know why when users send emails out that all do not get
notified.  We are running 7.0.1 on windows with SQL.So say I have 10
emails that need to get notified in the TO field.  Only 5 get the email.

 

I need to correct this limit and having trouble finding it.

 

Thanks

 

Tim

 

Tim Rondeau 

Senior Remedy Systems Engineer 

Phase*Forward

880 Winter Street

Waltham, MA 02451-1623

USA

 

T:781.902.4690

F:781.902.4749

 

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Re: Email TO list

[Reiser, John J]

Tim,
 
Is the Notification filter specifying an email? Or is it user default?
Maybe those 5 users have their default notification ( in the User form)
set to Alert or None.
 
HTH,
 

John J. Reiser 
Senior Software Development Analyst 
Remedy Administrator/Developer 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased
by me 
  

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Rondeau
Sent: Thursday, September 18, 2008 9:07 AM
To: arslist@ARSLIST.ORG
Subject: Email TO list


** 

Hi,

 

All does anyone know why when users send emails out that all do not get
notified.  We are running 7.0.1 on windows with SQL.So say I have 10
emails that need to get notified in the TO field.  Only 5 get the email.

 

I need to correct this limit and having trouble finding it.

 

Thanks

 

Tim

 

Tim Rondeau 

Senior Remedy Systems Engineer 

Phase*Forward

880 Winter Street

Waltham, MA 02451-1623

USA

 

T:781.902.4690

F:781.902.4749

 

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Re: Business Objects

[Sokol, Brian]

This server was setup by the Business Objects staff and I have never
used Tomcat before so I am not quite sure. The service that is running
is Apache Tomcat 5.0.27 if that helps. Is it possible there is no
servlet engine?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, September 17, 2008 4:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Business Objects


** 

Are you using Tomcat as a servelet or as a web server?

 

Joe



- Original Message 
From: "Sokol, Brian" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 4:03:08 PM
Subject: Re: Business Objects

** 
Hi Joe,
 
I just checked the server and the local internet guest account has
permissions to the Mid Tier folders. I do not know Tomcat at all so I am
flying blind here. The web server is running but the arwebreportviewer
will not load.
 
Brian



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, September 17, 2008 3:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Business Objects


** 

Brian,

 

I'm asking the obvious - have you checked the permissions to the newly
installed BO11 files if these could be read/executed by the user that
runs Tomcat?

 

Joe


- Original Message 
From: "Sokol, Brian" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 9:41:35 AM
Subject: Business Objects

** 

OK after spending some time finally getting Crystal 10 to work with
Remedy I was told that they are upgrading to Business Objects 11
Enterprise on a new server. Back to square 1. I installed the
ARWebReportViewer but the config screen will not load. I just get the
generic blank page can not be displayed message. Tomcat is already
installed on the server and the service is running. It is under the BO
directory. The midtier installer did not find it during the install so I
had to point it to Tomcat. Anyone have anything I can check? This is
Midtier 7.1 on Windows server 2003.

Brian Sokol 
Manager, Desktop Services 
Scholastic Inc. 
557 Broadway 
NY, NY 10012 
(212) 343-6494 
http://www.Scholastic.com  


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Re: Email TO list

[Timothy Rondeau]

In 7, it goes through the Email Form and then through Notification forms
and all fields are 3000, I can increase to 32000 or whatever, but not
that big.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC 72
CS/SCBAH
Sent: Thursday, September 18, 2008 9:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email TO list

I'm running 6.3 and my To: field has a length of 32,000. What is the
length on your To: field in 7.0.1?

Also, is a newline character getting inserted in there by any chance?
You can validate this by expanding the elipses on the To field.

Thanks,

Gary Opela, Jr.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Rondeau
Sent: Thursday, September 18, 2008 8:07 AM
To: arslist@ARSLIST.ORG
Subject: Email TO list

** 

Hi,

 

All does anyone know why when users send emails out that all do not get
notified.  We are running 7.0.1 on windows with SQL.So say I have 10
emails that need to get notified in the TO field.  Only 5 get the email.

 

I need to correct this limit and having trouble finding it.

 

Thanks

 

Tim

 

Tim Rondeau 

Senior Remedy Systems Engineer 

Phase*Forward

880 Winter Street

Waltham, MA 02451-1623

USA

 

T:781.902.4690

F:781.902.4749

 

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html___ 


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Re: (Statement of Direction) Removal of support for Sun Java System Web Server and HP-UX Web Server Suite

[Easter, David]

Hi Joe,
 
  It's always been there.  I have every version ever created of the AR
System 7.1.00 compatibility matrix and even in the 1.0_0 version,
ServletExec is right there in the same place it is now.  
 
  Perhaps someone spilled "White-Out(tm)" on your printed copy. ;-)
 
 
-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 Joe DeSouza
Sent: Wednesday, September 17, 2008 7:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: (Statement of Direction) Removal of support for Sun Java
System Web Server and HP-UX Web Server Suite


** 

I guess I'll need to re-read the matrix.. I may have missed it out or
maybe I have an older copy of it that might have had a documentation
bug? I have one that I printed when ARS 7.1 was just released that I
keep as a handy copy and cannot yet spot servletexec on it.. Good to
know its not been done away with though..

 

Thank you for your response..

 

Joe


- Original Message 
From: "Easter, David" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 7:28:10 PM
Subject: Re: (Statement of Direction) Removal of support for Sun Java
System Web Server and HP-UX Web Server Suite

** 
> How come it doesn't appear in the compatibility matrix then?
 
It is on the matrix.  Look at the following cut/paste from the 7.1.00
Compatibility Matrix (bolding / italics / underlining / red color mine)
:
 
AR System Mid-Tier Supported Configurations

The following Web / Application Servers and Servlet Engines are
supported on all operating systems.

Web / Application Servers Servlet Engines

Apache 2.0.x, 2.2.xServletExec 5.0

Tomcat 5.0.x, 5.5.xTomcat 5.0.x, 5.5.x

JBoss 3.2.4+, 4.02+JBoss (Embedded) 3.2.4+, 4.02+

BEA WebLogic 9.1, 9.2BEA WebLogic Servlet Engine 9.1,
9.2

 
It is the first entry under Servlet Engines.  ServletExec is the product
name for the servlet engine from the company called New Atlanta.  
 
 
-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 Joe DeSouza
Sent: Wednesday, September 17, 2008 1:24 PM
To: arslist@ARSLIST.ORG
Subject: QRe: (Statement of Direction) Removal of support for Sun Java
System Web Server and HP-UX Web Server Suite


** 
How come it doesn't appear in the compatibility matrix then?
 
I know it still works as I did upgrade MT successfully from an older
config to the new versions on the same NA serveket engine without errors
and problems but was a little uncomfortable by the fact that it didn't
appear in the compatibility matrix when I did..
 
Joe


- Original Message 
From: "Easter, David" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 3:11:22 PM
Subject: Re: (Statement of Direction) Removal of support for Sun Java
System Web Server and HP-UX Web Server Suite

** 
> Does that mean that New Atlanta is being dropped also...or was that
already dropped in 7.1 and I didn't notice?
 
Neither.  New Atlanta is supported in 7.1.00 and is expected to be
supported in 7.5.00.  However, it still will not be supplied by BMC -
i.e. customers will need to obtain ServletExec directly from New
Atlanta.  See the following SoD for more information:
 
06-Oct-2006 (Statement of Direction) Change in BMC Remedy AR System
Servlet Engine PDF
  
 
> This doesn't appear as a supported servelet engine in the
compatibility matrix for 7.1.
 
Yes it does.  It is the first on the list of supported servlet engines
in the "AR System Mid-Tier Supported Configurations" section.
ServletExec 5.0 is listed.
 
 
-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 Sy

Re: How to catch webservice Error code\ARERR [9130] ?

[Balakumar, Viswanathan]

Carey,
 
Unfortunately I am in ARS 6.3. Is there any workaround in ARS 6.3?

 

Joe,

 

Thanks for your Inputs.

 

But I am not sure where to get the $ERRMSG$ that you are mentioning? It's not a 
Keyword also (at least in 6.3\7.0)? 

Is it a Keyword in 7.1?  Request you to provide more information. 

 

Thanks,
VB



From: Action Request System discussion list(ARSList) on behalf of Carey Matthew 
Black
Sent: Wed 9/17/2008 10:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to catch webservice Error code\ARERR [9130] ?



VB,

I think it can be trapped if your using v7.1 or higher.

What ARS Server version are you using?

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

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



On Wed, Sep 17, 2008 at 4:42 PM, Balakumar, Viswanathan
<[EMAIL PROTECTED]> wrote:
> **
>
> HI,
>
> I am calling the OOTB "People_Query_Service" (Question is not specific to
> this webservice) using the set fields and then mapping the response to
> another form to store the People records returned. It works fine when I get
> some return values.
>
> But if there is no data it returns me an error like this..
>
> ARERR [9130] An exception occurred from the WebService class:
>
> MessageType: 2 MessageNum: 302 MessageText: Entry does not exist in database
> AppendedText:
>
> The Question is will I be able to catch this error code & error Message in a
> Field? Currently it's thrown in the user Screen.
>
> I could not see this error codes in the output values, so that I can map it
> to the fields ?
>
> Hope somebody has done it or some other way to do it ?
>
> Thanks,
>
> VB

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Re: Increasing Entry ID Length

[Joe DeSouza]

**
Actually I have noticed that by changing the sort order on the form, quite a few sort orders get altered.. For eg. the sort order on active links and filters when you do set fields to find first matching entries.. that gets altered as to which entry it finds first (I learnt that once the hard way round while developing a few years ago a few versions ago).. I do not think that has changed..
 
I do not remember if the sort order on table fields get altered too but I think it does..
 
Is there some sort order you were particularly addressing that does not get altered?
 
Joe

- Original Message From: Uday Joshi <[EMAIL PROTECTED]>To: arslist@ARSLIST.ORGSent: Thursday, September 18, 2008 1:50:10 AMSubject: Re: Increasing Entry ID Length** 
Hi Joe,
 
That's definitely good idea.
 
However this will have to defined the form properties, otherwise by default the result list is sorted on the request ID.
 
Also there are questions from user community that why the list looks different. We can take out leading zeros mentally but system can not.
 
Still your idea is the most practical way.
 
Best Regards,
 
Uday Joshi
 
Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39104092
VOIP 842-5103
 

 


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouzaSent: Thursday, September 18, 2008 01:18 AMTo: arslist@ARSLIST.ORGSubject: Re: Increasing Entry ID Length
** 




Uday, Ron,
 
A workaround to resolve this would be to sort the results by the Create Date rather than the Request ID..
 
Create Dates are usually in chronological order and there is a very very thin chance this may not be the case for consecutive requests that may have been created at about the same time...
 
Joe

- Original Message From: Uday Joshi <[EMAIL PROTECTED]>To: arslist@ARSLIST.ORGSent: Wednesday, September 17, 2008 5:39:23 AMSubject: Re: Increasing Entry ID Length** 
Hi Ron,
 
I had handled such situation in earlier assignment. There to avoid huge series of leading zeros we had limited size of request ID to 6.
 
There are few checks you will have to do 
1) Check the "Input length" of this field.
2) Check column width of C1 at the data base level.
 
If at database level it is 15, then you can change input length to 7 or whatever number up to 15. Since the data base is already capable of handling larger data this change has least data. If both these have length as 6 then the table needs to be altered, which may create temporary load on the system.
 
In either case it is recommended that you do this activity in the lean time.
 
As soon as you save the form the new ID will be generated with the new length. If you have not hit the limit you will see leading zeros. It does not affect any old records.
 
The only visible problem is that since the request ID is stored and handled as a character the ones appended with zero comes on the top.
 
Example
 
0967991 (first with 7 digits)
0967992
0967993
967988
967989
967990 (last with 6 digits)
 
It would be a good idea to inform user community about this apparent incorrect ordering of tickets.
Later on you can append leading zeros to old cases by writing direct SQL at the data base level. However you will have to take of H and B table.
 
 
Best Regards,
 
Uday Joshi
 
Delivery Manager - BSM Tech Support
Technology Infrastructure Services - BSM Unit
---
Wipro Technologies,
Hinjewadi, Pune 411057
India
Tel: +91 20 39104092
VOIP 842-5103
 

 


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Smith, Ron [TBC]Sent: Friday, September 12, 2008 08:23 PMTo: arslist@ARSLIST.ORGSubject: Increasing Entry ID Length
** 
Hi all, Wanted to bounce this off the group to see if there is an easy and safe way to increase the size of the Entry-ID Field (1).  We are currently at a length of six on the Homegrown helpdesk app, and after 10 + years using it, we are about to roll over ID# 99.  What I want to do is to increase it to a length of 8.  Problem is that the existing ID's do not pad out to the full 8 digits.  Is there any utilities out there that makes this change easy and simple to do.  I am pretty sure I can do this by exporting the data and massage it and reimport it, but looking for an easy way to do it.
Thanks in advance. 
ARS 6.3 P.20 Win 2K3 SQL Server 2000 
Thanks, 
Ron Smith Remedy/Web Developer Providence Health & Services OR [EMAIL PROTECTED] 503-216-7866 

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Re: Easy way to find changes after an upgrade?

[Hall Chad - chahal]

Carey,
That's a good point about the imports not being logged very well. But it
doesn't log that actual workflow changes very well either. It points you
in a direction to look, but you still have to do more legwork.

You mentioned the API calls that can find objects based on a timestamp.
That's a good idea. Although for those that don't have API experience
you can do the same thing in Remedy Admin. Assuming you've synched your
search database, use the Tools > Search Objects feature with a search
like this: 

('Last Modified Date' > "9/18/2008")

Run the search, then click Actions > Save Results to Workspace. Then
close the search window, click View > By Workspace, and choose your new
workspace. Then everything you see in the Admin tool will be the stuff
modified since that time.

Chad Hall  
(501) 342-2650


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, September 18, 2008 8:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Easy way to find changes after an upgrade?

Melissa,

One approach that I have heard of people using is to give the
installer a "one time use" Admin 'Login Name' that is unique to the
patch. Then you can troll through the def file to find all the things
last changed by that user.

So if your installing ARS Server 7.1 patch3 then you use an account
named something like "ARSv7.1.patch003".
If your installing ITSM 7.0.1 patch3 then you use an account named
something like "ITSMv7.1.patch003".
( or any kind of patterns you prefer.)

Of course that solution requires you to plan ahead of the patch.
It is also dependent on the Patch not having a silly bug in it that
requires you to use 'Login Name' ="Demo". (Which has happened several
times in the past.)


FWIW: I read someone else suggested that Server Events could be used
to track these details. Unfortunately there is a big blind spot with
that approach. If the installer does an import operation from a def
file, then all you get is that an import happened. You do not appear
to get individual records for each object/change that was part of that
import. So that approach might get you close to what your after, but I
think it leaves a lot to be desired.


Also FWIW: There are API calls that you could use to find all objects
(by each type of object) that have changed since a given point in
time. So you could use the driver program to get you lists of those
objects changed in any way some time after a given time stamp.
(However, that will only tell you that it changed since you installed
the patch. Not that the Patching process actually did it.)

Hope that helps.

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

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



On Wed, Sep 17, 2008 at 2:27 PM, SUBSCRIBE arslist Melissa
<[EMAIL PROTECTED]> wrote:
> **
> Is there an easy way to get a list of all the objects that have
changes
> after a patch or an upgrade?


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Group Membership Field Setup

[BROTONS Oscar]

Dear all,

- ITSM 5.6
I want to replace the activelink SHR:GRP-GroupMembershipFieldSetup,
which runs 4 processes to set fields if the user is or not member of
Administrator, APP-Administrator, APP-Management and APP-Support, by a
new one parsing $GROUPS$ keyword.
As this bloody active link runs in many forms there are no common
temporary fields to use.

How could I build a function that returns 1 if $GROUPS$ LIKE "%
Administrator %" and 0 if not, etc?

Thank you.

Regards,

Oscar Brotons.
IT Consultant.


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Re: Similar Group Names

[Joe DeSouza]

I think that is database dependent, but yes you are right and yours is a very 
valid point if you are working on some of the older versions of the underlying 
databases..
 
Oracle (I think 9i and later) would consider all the 3 cases.. MS-SQL does not 
(I think even upto the most current version - could anyone please confirm??), 
so you would need to use all the 3 cases..
 
I am on Oracle 10g at the moment and if I run a search lets say 'string%' it 
finds the value string irrespective of where it appears, begining, middle or 
end..
 
Joe


- Original Message 
From: Dwayne Martin <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 8:19:25 AM
Subject: Re: Similar Group Names

Joe,

Wouldn't '$GROUP$ like ("100012;" + "%")' depend on "100012;" being the first 
group on the list?

How about '$GROUP$ like ("100012;" + "%") or '$GROUP$ like ("%;100012;" + "%")'?

That would still eliminate "1100012".

Dwayne Martin,
James Madison University

 Original message 
>Date: Wed, 17 Sep 2008 16:09:41 -0700
>From: Joe DeSouza <[EMAIL PROTECTED]>  
>Subject: Re: Similar Group Names  
>To: arslist@ARSLIST.ORG
>
>  **
>
>  Depending on how you have structured your Group ID's
>  you are less likelier to get this error if you base
>  your search criteria on the Group ID of the group.
>  It is a good practice therefore to have a good group
>  ID naming convention wherein a like search for a
>  group say $GROUP$ like ("100012;" + "%") would not
>  result in finding another group that has its ID say
>  1100012. Remember to include the semi colon at the
>  end of the Group ID as that is how the Group ID's
>  are separated in the database in the C104 column of
>  the T table belonging to the User schema..
>
>    
>
>  Take a good look at the contents of the C104 column
>  in your T table of the User schema to arrive at what
>  might be the best search for you..
>
>    
>
>  Joe
>
>  - Original Message 
>  From: Robert Molenda <[EMAIL PROTECTED]>
>  To: arslist@ARSLIST.ORG
>  Sent: Wednesday, September 17, 2008 6:46:07 PM
>  Subject: Re: Similar Group Names
>
>  **
>  Don't you just have to "love" the LIKE %%
>  functionality?
>    
>  That's HD 5x for you... it is because of the LIKE
>  queries...
>    
>  To get "around" this in the past we put a
>  non-descript character in the group name which is
>  getting 'duplicated' so your your example if you
>  change "Quest" to "Quest." (with a period) that will
>  correct (circumvent) the issue although people might
>  not like it but you get what you got.
>    
>  HTH
>  Robert
>
>  On Thu, Sep 18, 2008 at 8:33 AM, Shane Buchholz
>  <[EMAIL PROTECTED]> wrote:
>
>    **
>
>    I ran into an interesting problem today with group
>    names that are similar.  One group is called
>    Quest, and another group has the word Request in
>    it.  Members of the group with Request in the name
>    are seeing tickets assigned to the group called
>    Quest without actually being members of the
>    group.  When I change the group name to have
>    anything other than just Quest it works
>    correctly.  Has anyone seen this before, and maybe
>    know the cause?  I could not find anything on the
>    Remedy Support site or in the ARList Archives. 
>    Any help would be appreciated.
>
>      
>
>    AR System – 6.3
>    Help Desk – 5.6
>
>    Windows 2003 Server SP2
>    SQL 8.0
>
>      
>
>    Thanks,
>
>      
>
>    Shane Buchholz
>
>    Information Security Specialist
>
>    Remedy Administrator
>
>    Account Services – Information Services
>
>      
>
>    __Platinum Sponsor: www.rmsportal.com ARSlist:
>    "Where the Answers Are" html___
>
>  --
>  If it were not for the gutter, my mind would be
>  homeless!




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OT: Hurricane Ike

[Pierson, Shawn]

Good morning everyone,

I just wanted to check in and see if everyone else in the Houston area on this 
list is doing well or not.  Sorry to clog up the ARSList with non-Remedy stuff, 
but we've got major problems down here that aren't being reported on in the 
national news, and I just wanted to see if everyone is ok.

Also, today is my first day back at work, and it seems that a lot of other 
people are going back to work now, despite not having electricity or running 
water in their homes.  I hope everyone made it through the storm ok.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union
5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226




Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
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Re: How to catch webservice Error code\ARERR [9130] ?

[Joe DeSouza]

I do not remember if that was available in 6.3, but yes its an available 
keyword in 7.0. If its available in 6.3, it will be found in the KEYWORDS list 
of set fields actions.
 
If its not available, try it anyway.. I know that BMC sometimes hid such new 
features while testing it, in a release prior to the actual release when they 
made it available, but manually trying to use the feature worked in such 
releases..
 
If you entering that gives you an error while saving the AL or if it gets an 
automatic double quote around it, you will know you cannot use it..
 
Joe



- Original Message 
From: "Balakumar, Viswanathan" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 10:10:16 AM
Subject: Re: How to catch webservice Error code\ARERR [9130] ?

Carey,

Unfortunately I am in ARS 6.3. Is there any workaround in ARS 6.3?



Joe,



Thanks for your Inputs.



But I am not sure where to get the $ERRMSG$ that you are mentioning? It's not a 
Keyword also (at least in 6.3\7.0)? 

Is it a Keyword in 7.1?  Request you to provide more information. 



Thanks,
VB



From: Action Request System discussion list(ARSList) on behalf of Carey Matthew 
Black
Sent: Wed 9/17/2008 10:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to catch webservice Error code\ARERR [9130] ?



VB,

I think it can be trapped if your using v7.1 or higher.

What ARS Server version are you using?

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

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



On Wed, Sep 17, 2008 at 4:42 PM, Balakumar, Viswanathan
<[EMAIL PROTECTED]> wrote:
> **
>
> HI,
>
> I am calling the OOTB "People_Query_Service" (Question is not specific to
> this webservice) using the set fields and then mapping the response to
> another form to store the People records returned. It works fine when I get
> some return values.
>
> But if there is no data it returns me an error like this..
>
> ARERR [9130] An exception occurred from the WebService class:
>
> MessageType: 2 MessageNum: 302 MessageText: Entry does not exist in database
> AppendedText:
>
> The Question is will I be able to catch this error code & error Message in a
> Field? Currently it's thrown in the user Screen.
>
> I could not see this error codes in the output values, so that I can map it
> to the fields ?
>
> Hope somebody has done it or some other way to do it ?
>
> Thanks,
>
> VB




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Re: Business Objects

[Joe DeSouza]

Tomcat can be used either as a servelet against another web server like apache 
or IIS, etc or as a standalone ie performing the function of a web server as 
well as the servelet engine..
 
Find out from your web team how that is setup..
 
Joe


- Original Message 
From: "Sokol, Brian" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 9:15:59 AM
Subject: Re: Business Objects

** 
This server was setup by the Business Objects staff and I have never used 
Tomcat before so I am not quite sure. The service that is running is Apache 
Tomcat 5.0.27 if that helps. Is it possible there is no servlet engine?



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Wednesday, September 17, 2008 4:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Business Objects

** 
Are you using Tomcat as a servelet or as a web server?
 
Joe



- Original Message 
From: "Sokol, Brian" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 4:03:08 PM
Subject: Re: Business Objects

** 
Hi Joe,
 
I just checked the server and the local internet guest account has permissions 
to the Mid Tier folders. I do not know Tomcat at all so I am flying blind here. 
The web server is running but the arwebreportviewer will not load.
 
Brian



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Wednesday, September 17, 2008 3:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Business Objects

** 
Brian,
 
I'm asking the obvious - have you checked the permissions to the newly 
installed BO11 files if these could be read/executed by the user that runs 
Tomcat?
 
Joe


- Original Message 
From: "Sokol, Brian" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 9:41:35 AM
Subject: Business Objects

** 
OK after spending some time finally getting Crystal 10 to work with Remedy I 
was told that they are upgrading to Business Objects 11 Enterprise on a new 
server. Back to square 1. I installed the ARWebReportViewer but the config 
screen will not load. I just get the generic blank page can not be displayed 
message. Tomcat is already installed on the server and the service is running. 
It is under the BO directory. The midtier installer did not find it during the 
install so I had to point it to Tomcat. Anyone have anything I can check? This 
is Midtier 7.1 on Windows server 2003.
Brian Sokol 
Manager, Desktop Services 
Scholastic Inc. 
557 Broadway 
NY, NY 10012 
(212) 343-6494 
http://www.Scholastic.com



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Re: Similar Group Names

[Axton]

A better approach is to parse the group list into an external qual.  e.g.,

1;2;3

into

'groupid' = 1 or 'groupid' = 2 or 'groupid' = 3

Axton Grams

On Thu, Sep 18, 2008 at 8:19 AM, Dwayne Martin <[EMAIL PROTECTED]> wrote:
> Joe,
>
> Wouldn't '$GROUP$ like ("100012;" + "%")' depend on "100012;" being the first 
> group on the list?
>
> How about '$GROUP$ like ("100012;" + "%") or '$GROUP$ like ("%;100012;" + 
> "%")'?
>
> That would still eliminate "1100012".
>
> Dwayne Martin,
> James Madison University
>
>  Original message 
>>Date: Wed, 17 Sep 2008 16:09:41 -0700
>>From: Joe DeSouza <[EMAIL PROTECTED]>
>>Subject: Re: Similar Group Names
>>To: arslist@ARSLIST.ORG
>>
>>   **
>>
>>   Depending on how you have structured your Group ID's
>>   you are less likelier to get this error if you base
>>   your search criteria on the Group ID of the group.
>>   It is a good practice therefore to have a good group
>>   ID naming convention wherein a like search for a
>>   group say $GROUP$ like ("100012;" + "%") would not
>>   result in finding another group that has its ID say
>>   1100012. Remember to include the semi colon at the
>>   end of the Group ID as that is how the Group ID's
>>   are separated in the database in the C104 column of
>>   the T table belonging to the User schema..
>>
>>
>>
>>   Take a good look at the contents of the C104 column
>>   in your T table of the User schema to arrive at what
>>   might be the best search for you..
>>
>>
>>
>>   Joe
>>
>>   - Original Message 
>>   From: Robert Molenda <[EMAIL PROTECTED]>
>>   To: arslist@ARSLIST.ORG
>>   Sent: Wednesday, September 17, 2008 6:46:07 PM
>>   Subject: Re: Similar Group Names
>>
>>   **
>>   Don't you just have to "love" the LIKE %%
>>   functionality?
>>
>>   That's HD 5x for you... it is because of the LIKE
>>   queries...
>>
>>   To get "around" this in the past we put a
>>   non-descript character in the group name which is
>>   getting 'duplicated' so your your example if you
>>   change "Quest" to "Quest." (with a period) that will
>>   correct (circumvent) the issue although people might
>>   not like it but you get what you got.
>>
>>   HTH
>>   Robert
>>
>>   On Thu, Sep 18, 2008 at 8:33 AM, Shane Buchholz
>>   <[EMAIL PROTECTED]> wrote:
>>
>> **
>>
>> I ran into an interesting problem today with group
>> names that are similar.  One group is called
>> Quest, and another group has the word Request in
>> it.  Members of the group with Request in the name
>> are seeing tickets assigned to the group called
>> Quest without actually being members of the
>> group.  When I change the group name to have
>> anything other than just Quest it works
>> correctly.  Has anyone seen this before, and maybe
>> know the cause?  I could not find anything on the
>> Remedy Support site or in the ARList Archives.
>> Any help would be appreciated.
>>
>>
>>
>> AR System – 6.3
>> Help Desk – 5.6
>>
>> Windows 2003 Server SP2
>> SQL 8.0
>>
>>
>>
>> Thanks,
>>
>>
>>
>> Shane Buchholz
>>
>> Information Security Specialist
>>
>> Remedy Administrator
>>
>> Account Services – Information Services
>>
>>
>>
>> __Platinum Sponsor: www.rmsportal.com ARSlist:
>> "Where the Answers Are" html___
>>
>>   --
>>   If it were not for the gutter, my mind would be
>>   homeless!
>>   __Platinum Sponsor: www.rmsportal.com ARSlist:
>>   "Where the Answers Are" html___
>

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Re: ITSM7 Install Woes

[Joe DeSouza]

Have you entered all the right authentication information when it prompts you 
for the Admin user ID (username, password, arserver name and port??)
 
Joe


- Original Message 
From: "Schon, Stuart" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 3:13:33 AM
Subject: ITSM7 Install Woes

** 
Hi
 
I have been trying to install 1 or any of the itsm 7.0.3 base apps (I have 
tried them all with the same result). 
 
I get to the point where it asks for a valid AR System Administrator and then 
nothing – I get the message
Enter a valid AR System Administrator ID?  [Demo]
Enter the password for the AR System Administrator?
    Verifying admin user ...
[ERROR] Cannot establish a network connection to the AR System server
    Please make sure that the server is running and try again.
 
This is a brand new install. I have installed all of the base products and I 
can log onto AR Server via admin and user tools using the Demo id so ….?
Make sure the following software is installed and licensed (where needed) 
before you proceed with the installation.
 
- BMC Remedy AR System Server 7.0.01 Patch 004 or later
- BMC AR System Assignment Engine 7.0.01 or later
- BMC Atrium CMDB 2.0.01 or later
 
 
The install is on a Solaris 5.10 v490 box accessing a remote 10.2.1 Oracle DB.
 
Currently installed is AR Server 7.1 p2; Approval, Assignment, FB and Email 
engines; and CMDB 2.1 plus extensions.
 
 
Any ideas would help.
Regards
Stuart Schon




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Re: (Statement of Direction) Removal of support for Sun Java System Web Server and HP-UX Web Server Suite

[Joe DeSouza]

I beleive you.. Maybe I'm just not looking at the right place.. I'll have a 
look at it when I get to my desk later.. I have it printed in a booklet format 
for covenience to carry around when I used to fly quite often back then, so I 
may be not seeing the obvious because of the small print that has got reduced 
to 1/4th the size :-)
 
Joe


- Original Message 
From: "Easter, David" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 10:00:38 AM
Subject: Re: (Statement of Direction) Removal of support for Sun Java System 
Web Server and HP-UX Web Server Suite

** 
Hi Joe,
 
  It's always been there.  I have every version ever created of the AR System 
7.1.00 compatibility matrix and even in the 1.0_0 version, ServletExec is right 
there in the same place it is now.  
 
  Perhaps someone spilled "White-Out(tm)" on your printed copy. ;-)

 
-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 Joe DeSouza
Sent: Wednesday, September 17, 2008 7:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: (Statement of Direction) Removal of support for Sun Java System 
Web Server and HP-UX Web Server Suite

** 
I guess I'll need to re-read the matrix.. I may have missed it out or maybe I 
have an older copy of it that might have had a documentation bug? I have one 
that I printed when ARS 7.1 was just released that I keep as a handy copy and 
cannot yet spot servletexec on it.. Good to know its not been done away with 
though..
 
Thank you for your response..
 
Joe


- Original Message 
From: "Easter, David" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 7:28:10 PM
Subject: Re: (Statement of Direction) Removal of support for Sun Java System 
Web Server and HP-UX Web Server Suite

** 
> How come it doesn't appear in the compatibility matrix then?
 
It is on the matrix.  Look at the following cut/paste from the 7.1.00 
Compatibility Matrix (bolding / italics / underlining / red color mine) :
 
AR System Mid-Tier Supported ConfigurationsThe following Web / Application 
Servers and Servlet Engines are supported on all operating systems.Web / 
Application Servers Servlet Engines
Apache 2.0.x, 2.2.x    ServletExec 5.0
Tomcat 5.0.x, 5.5.x    Tomcat 5.0.x, 5.5.x
JBoss 3.2.4+, 4.02+    JBoss (Embedded) 3.2.4+, 4.02+
BEA WebLogic 9.1, 9.2    BEA WebLogic Servlet Engine 9.1, 9.2
 
It is the first entry under Servlet Engines.  ServletExec is the product name 
for the servlet engine from the company called New Atlanta.  
 
 
-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 Joe DeSouza
Sent: Wednesday, September 17, 2008 1:24 PM
To: arslist@ARSLIST.ORG
Subject: QRe: (Statement of Direction) Removal of support for Sun Java System 
Web Server and HP-UX Web Server Suite

** 
How come it doesn't appear in the compatibility matrix then?

I know it still works as I did upgrade MT successfully from an older config to 
the new versions on the same NA serveket engine without errors and problems but 
was a little uncomfortable by the fact that it didn't appear in the 
compatibility matrix when I did..

Joe



- Original Message 
From: "Easter, David" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 3:11:22 PM
Subject: Re: (Statement of Direction) Removal of support for Sun Java System 
Web Server and HP-UX Web Server Suite

** 
> Does that mean that New Atlanta is being dropped also...or was that already 
> dropped in 7.1 and I didn't notice?

Neither.  New Atlanta is supported in 7.1.00 and is expected to be supported in 
7.5.00.  However, it still will not be supplied by BMC - i.e. customers will 
need to obtain ServletExec directly from New Atlanta.  See the following SoD 
for more information:
 
06-Oct-2006 (Statement of Direction) Change in BMC Remedy AR System Servlet 
Engine PDF
 
> This doesn't appear as a supported servelet engine in the compatibility 
> matrix for 7.1.
 
Yes it does.  It is the first on the list of supported servle

Re: OT: Hurricane Ike

[Rick Cook]

You don't need to apologize for the post, Shawn.  We're family here, and
we're concerned about you, Claire, the BMC offices, and others that got hit
by this.  Keep us posted, please.

Rick

On Thu, Sep 18, 2008 at 7:16 AM, Pierson, Shawn <[EMAIL PROTECTED]>wrote:

> **  Good morning everyone,
>
> I just wanted to check in and see if everyone else in the Houston area on
> this list is doing well or not.  Sorry to clog up the ARSList with
> non-Remedy stuff, but we've got major problems down here that aren't being
> reported on in the national news, and I just wanted to see if everyone is
> ok.
>
> Also, today is my first day back at work, and it seems that a lot of other
> people are going back to work now, despite not having electricity or running
> water in their homes.  I hope everyone made it through the storm ok.
>
> Thanks,
>
> *Shawn Pierson *
> Remedy Developer | Southern Union
> 5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226
>
>
>
>  Private and confidential as detailed 
> here.
> If you cannot access hyperlink, please e-mail sender.
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: ITSM7 Install Woes

[Frank, Gordon M. (CMS/CTR)]

Are you logging in as ROOT? 

 

If you are not, there are specific setup requirements for a NON-ROOT
install (see documentation). Some of these are not obvious and you may
have to get you UNIX administrators to look as the install scripts.

 

Gordon M. Frank

Lockheed Martin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, September 18, 2008 10:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM7 Install Woes

 

Have you entered all the right authentication information when it
prompts you for the Admin user ID (username, password, arserver name and
port??)

 

Joe

 

- Original Message 
From: "Schon, Stuart" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 3:13:33 AM
Subject: ITSM7 Install Woes

** 

Hi

 

I have been trying to install 1 or any of the itsm 7.0.3 base apps (I
have tried them all with the same result). 

 

I get to the point where it asks for a valid AR System Administrator and
then nothing - I get the message

Enter a valid AR System Administrator ID?  [Demo]

Enter the password for the AR System Administrator?

Verifying admin user ...

[ERROR] Cannot establish a network connection to the AR System server

Please make sure that the server is running and try again.

 

This is a brand new install. I have installed all of the base products
and I can log onto AR Server via admin and user tools using the Demo id
so ?

Make sure the following software is installed and licensed (where
needed) before you proceed with the installation.

 

- BMC Remedy AR System Server 7.0.01 Patch 004 or later

- BMC AR System Assignment Engine 7.0.01 or later

- BMC Atrium CMDB 2.0.01 or later

 

 

The install is on a Solaris 5.10 v490 box accessing a remote 10.2.1
Oracle DB.

 

Currently installed is AR Server 7.1 p2; Approval, Assignment, FB and
Email engines; and CMDB 2.1 plus extensions.

 

 

Any ideas would help.

Regards

Stuart Schon

 

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Re: OT: Hurricane Ike

[Matt Worsdell]

Westeheimer, stayed there when I was at BMC for a couple of weeks a year
or so back. Enjoyed the Sherlock bar/pub (If I remember the name
correctly). Good music!

Hope things get better real soon.

> You don't need to apologize for the post, Shawn.  We're family here, and
> we're concerned about you, Claire, the BMC offices, and others that got
> hit
> by this.  Keep us posted, please.
>
> Rick
>
> On Thu, Sep 18, 2008 at 7:16 AM, Pierson, Shawn
> <[EMAIL PROTECTED]>wrote:
>
>> **  Good morning everyone,
>>
>> I just wanted to check in and see if everyone else in the Houston area
>> on
>> this list is doing well or not.  Sorry to clog up the ARSList with
>> non-Remedy stuff, but we've got major problems down here that aren't
>> being
>> reported on in the national news, and I just wanted to see if everyone
>> is
>> ok.
>>
>> Also, today is my first day back at work, and it seems that a lot of
>> other
>> people are going back to work now, despite not having electricity or
>> running
>> water in their homes.  I hope everyone made it through the storm ok.
>>
>> Thanks,
>>
>> *Shawn Pierson *
>> Remedy Developer | Southern Union
>> 5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226
>>
>>
>>
>>  Private and confidential as detailed
>> here.
>> If you cannot access hyperlink, please e-mail sender.
>> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>> html___
>
> ___
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Re: Similar Group Names

[Joe DeSouza]

= ?? How would equal to find a string if its in the middle?
 
Joe



- Original Message 
From: Axton <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 10:34:34 AM
Subject: Re: Similar Group Names

A better approach is to parse the group list into an external qual.  e.g.,

1;2;3

into

'groupid' = 1 or 'groupid' = 2 or 'groupid' = 3

Axton Grams

On Thu, Sep 18, 2008 at 8:19 AM, Dwayne Martin <[EMAIL PROTECTED]> wrote:
> Joe,
>
> Wouldn't '$GROUP$ like ("100012;" + "%")' depend on "100012;" being the first 
> group on the list?
>
> How about '$GROUP$ like ("100012;" + "%") or '$GROUP$ like ("%;100012;" + 
> "%")'?
>
> That would still eliminate "1100012".
>
> Dwayne Martin,
> James Madison University
>
>  Original message 
>>Date: Wed, 17 Sep 2008 16:09:41 -0700
>>From: Joe DeSouza <[EMAIL PROTECTED]>
>>Subject: Re: Similar Group Names
>>To: arslist@ARSLIST.ORG
>>
>>  **
>>
>>  Depending on how you have structured your Group ID's
>>  you are less likelier to get this error if you base
>>  your search criteria on the Group ID of the group.
>>  It is a good practice therefore to have a good group
>>  ID naming convention wherein a like search for a
>>  group say $GROUP$ like ("100012;" + "%") would not
>>  result in finding another group that has its ID say
>>  1100012. Remember to include the semi colon at the
>>  end of the Group ID as that is how the Group ID's
>>  are separated in the database in the C104 column of
>>  the T table belonging to the User schema..
>>
>>
>>
>>  Take a good look at the contents of the C104 column
>>  in your T table of the User schema to arrive at what
>>  might be the best search for you..
>>
>>
>>
>>  Joe
>>
>>  - Original Message 
>>  From: Robert Molenda <[EMAIL PROTECTED]>
>>  To: arslist@ARSLIST.ORG
>>  Sent: Wednesday, September 17, 2008 6:46:07 PM
>>  Subject: Re: Similar Group Names
>>
>>  **
>>  Don't you just have to "love" the LIKE %%
>>  functionality?
>>
>>  That's HD 5x for you... it is because of the LIKE
>>  queries...
>>
>>  To get "around" this in the past we put a
>>  non-descript character in the group name which is
>>  getting 'duplicated' so your your example if you
>>  change "Quest" to "Quest." (with a period) that will
>>  correct (circumvent) the issue although people might
>>  not like it but you get what you got.
>>
>>  HTH
>>  Robert
>>
>>  On Thu, Sep 18, 2008 at 8:33 AM, Shane Buchholz
>>  <[EMAIL PROTECTED]> wrote:
>>
>>    **
>>
>>    I ran into an interesting problem today with group
>>    names that are similar.  One group is called
>>    Quest, and another group has the word Request in
>>    it.  Members of the group with Request in the name
>>    are seeing tickets assigned to the group called
>>    Quest without actually being members of the
>>    group.  When I change the group name to have
>>    anything other than just Quest it works
>>    correctly.  Has anyone seen this before, and maybe
>>    know the cause?  I could not find anything on the
>>    Remedy Support site or in the ARList Archives.
>>    Any help would be appreciated.
>>
>>
>>
>>    AR System – 6.3
>>    Help Desk – 5.6
>>
>>    Windows 2003 Server SP2
>>    SQL 8.0
>>
>>
>>
>>    Thanks,
>>
>>
>>
>>    Shane Buchholz
>>
>>    Information Security Specialist
>>
>>    Remedy Administrator
>>
>>    Account Services – Information Services
>>
>>
>>
>>    __Platinum Sponsor: www.rmsportal.com ARSlist:
>>    "Where the Answers Are" html___
>>
>>  --
>>  If it were not for the gutter, my mind would be
>>  homeless!




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Re: OT: Hurricane Ike

[Pierson, Shawn]

Thanks.

>From what I saw, the BMC offices looked ok when I drove past them the other 
>day.  The further west you go in Houston, the less damage is apparent.  They 
>may have had some broken windows or something that I didn't see, but the 
>buildings appear fine.  They may not have power yet in that area, but they 
>should have it by tomorrow if not, so if they aren't working today I'd guess 
>that BMC employees will be back in the office on Monday.

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rick Cook
Sent: Thursday, September 18, 2008 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Hurricane Ike

**
You don't need to apologize for the post, Shawn.  We're family here, and we're 
concerned about you, Claire, the BMC offices, and others that got hit by this.  
Keep us posted, please.

Rick
On Thu, Sep 18, 2008 at 7:16 AM, Pierson, Shawn <[EMAIL 
PROTECTED]> wrote:
**
Good morning everyone,

I just wanted to check in and see if everyone else in the Houston area on this 
list is doing well or not.  Sorry to clog up the ARSList with non-Remedy stuff, 
but we've got major problems down here that aren't being reported on in the 
national news, and I just wanted to see if everyone is ok.

Also, today is my first day back at work, and it seems that a lot of other 
people are going back to work now, despite not having electricity or running 
water in their homes.  I hope everyone made it through the storm ok.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union
5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226



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hyperlink, please e-mail sender.
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Re: OT: Hurricane Ike

[Begosh, Kevin]

I heard that the BMC employees were back working on the offices this
past Tuesday.  So they were only off, Friday and Monday.
 

Kevin Begosh, RSP

 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Thursday, September 18, 2008 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Hurricane Ike


** 

Thanks.  

 

>From what I saw, the BMC offices looked ok when I drove past them the
other day.  The further west you go in Houston, the less damage is
apparent.  They may have had some broken windows or something that I
didn't see, but the buildings appear fine.  They may not have power yet
in that area, but they should have it by tomorrow if not, so if they
aren't working today I'd guess that BMC employees will be back in the
office on Monday.

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, September 18, 2008 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Hurricane Ike

 

** 

You don't need to apologize for the post, Shawn.  We're family here, and
we're concerned about you, Claire, the BMC offices, and others that got
hit by this.  Keep us posted, please.

Rick

On Thu, Sep 18, 2008 at 7:16 AM, Pierson, Shawn <[EMAIL PROTECTED]>
wrote:

** 

Good morning everyone,

 

I just wanted to check in and see if everyone else in the Houston area
on this list is doing well or not.  Sorry to clog up the ARSList with
non-Remedy stuff, but we've got major problems down here that aren't
being reported on in the national news, and I just wanted to see if
everyone is ok.

 

Also, today is my first day back at work, and it seems that a lot of
other people are going back to work now, despite not having electricity
or running water in their homes.  I hope everyone made it through the
storm ok.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Southern Union

5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226

 

 

 

Private and confidential as detailed here
 . If you cannot access
hyperlink, please e-mail sender. 

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Re: Similar Group Names

[Axton]

Say you have a table field that shows your groups tickets.  The lazy
approach is to use something like this:

"%" + 'Assigned to group' + "%" LIKE $GROUPS$

This gets you into trouble when a group is a substring of another
group.  If you were to do this instead:

Convert the list of groups to an external qual (I typically do this by
walking SHR:Assignment in the 6.x and earlier apps), then use the
external qual in the table field.  the external qual is something like
this:

'Assigned to group' = "Group1" OR 'Assigned to group' = "Group2" OR ...

The idea is to get away from searching for a string within a string as
this will lead to trouble under certain conditions.

Axton Grams

On Thu, Sep 18, 2008 at 10:53 AM, Joe DeSouza <[EMAIL PROTECTED]> wrote:
> **
>
> = ?? How would equal to find a string if its in the middle?
>
>
>
> Joe
>
> - Original Message 
> From: Axton <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Thursday, September 18, 2008 10:34:34 AM
> Subject: Re: Similar Group Names
>
> A better approach is to parse the group list into an external qual.  e.g.,
>
> 1;2;3
>
> into
>
> 'groupid' = 1 or 'groupid' = 2 or 'groupid' = 3
>
> Axton Grams
>
> On Thu, Sep 18, 2008 at 8:19 AM, Dwayne Martin <[EMAIL PROTECTED]> wrote:
>> Joe,
>>
>> Wouldn't '$GROUP$ like ("100012;" + "%")' depend on "100012;" being the
>> first group on the list?
>>
>> How about '$GROUP$ like ("100012;" + "%") or '$GROUP$ like ("%;100012;" +
>> "%")'?
>>
>> That would still eliminate "1100012".
>>
>> Dwayne Martin,
>> James Madison University
>>
>>  Original message 
>>>Date: Wed, 17 Sep 2008 16:09:41 -0700
>>>From: Joe DeSouza <[EMAIL PROTECTED]>
>>>Subject: Re: Similar Group Names
>>>To: arslist@ARSLIST.ORG
>>>
>>>  **
>>>
>>>  Depending on how you have structured your Group ID's
>>>  you are less likelier to get this error if you base
>>>  your search criteria on the Group ID of the group.
>>>  It is a good practice therefore to have a good group
>>>  ID naming convention wherein a like search for a
>>>  group say $GROUP$ like ("100012;" + "%") would not
>>>  result in finding another group that has its ID say
>>>  1100012. Remember to include the semi colon at the
>>>  end of the Group ID as that is how the Group ID's
>>>  are separated in the database in the C104 column of
>>>  the T table belonging to the User schema..
>>>
>>>
>>>
>>>  Take a good look at the contents of the C104 column
>>>  in your T table of the User schema to arrive at what
>>>  might be the best search for you..
>>>
>>>
>>>
>>>  Joe
>>>
>>>  - Original Message 
>>>  From: Robert Molenda <[EMAIL PROTECTED]>
>>>  To: arslist@ARSLIST.ORG
>>>  Sent: Wednesday, September 17, 2008 6:46:07 PM
>>>  Subject: Re: Similar Group Names
>>>
>>>  **
>>>  Don't you just have to "love" the LIKE %%
>>>  functionality?
>>>
>>>  That's HD 5x for you... it is because of the LIKE
>>>  queries...
>>>
>>>  To get "around" this in the past we put a
>>>  non-descript character in the group name which is
>>>  getting 'duplicated' so your your example if you
>>>  change "Quest" to "Quest." (with a period) that will
>>>  correct (circumvent) the issue although people might
>>>  not like it but you get what you got.
>>>
>>>  HTH
>>>  Robert
>>>
>>>  On Thu, Sep 18, 2008 at 8:33 AM, Shane Buchholz
>>>  <[EMAIL PROTECTED]> wrote:
>>>
>>>**
>>>
>>>I ran into an interesting problem today with group
>>>names that are similar.  One group is called
>>>Quest, and another group has the word Request in
>>>it.  Members of the group with Request in the name
>>>are seeing tickets assigned to the group called
>>>Quest without actually being members of the
>>>group.  When I change the group name to have
>>>anything other than just Quest it works
>>>correctly.  Has anyone seen this before, and maybe
>>>know the cause?  I could not find anything on the
>>>Remedy Support site or in the ARList Archives.
>>>Any help would be appreciated.
>>>
>>>
>>>
>>>AR System – 6.3
>>>Help Desk – 5.6
>>>
>>>Windows 2003 Server SP2
>>>SQL 8.0
>>>
>>>
>>>
>>>Thanks,
>>>
>>>
>>>
>>>Shane Buchholz
>>>
>>>Information Security Specialist
>>>
>>>Remedy Administrator
>>>
>>>Account Services – Information Services
>>>
>>>
>>>
>>>__Platinum Sponsor: www.rmsportal.com ARSlist:
>>>"Where the Answers Are" html___
>>>
>>>  --
>>>  If it were not for the gutter, my mind would be
>>>  homeless!
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: OT: Hurricane Ike

[Susan Palmer]

Hi Shawn,

Is there anything we can do for you guys/gals?  If you want to live in WI
and work remotely for awhile I would offer my home.  Afterall, the arslist
is an extended family of sorts.

Susan

On Thu, Sep 18, 2008 at 9:16 AM, Pierson, Shawn <[EMAIL PROTECTED]>wrote:

> ** Good morning everyone,
>
> I just wanted to check in and see if everyone else in the Houston area on
> this list is doing well or not.  Sorry to clog up the ARSList with
> non-Remedy stuff, but we've got major problems down here that aren't being
> reported on in the national news, and I just wanted to see if everyone is
> ok.
>
> Also, today is my first day back at work, and it seems that a lot of other
> people are going back to work now, despite not having electricity or running
> water in their homes.  I hope everyone made it through the storm ok.
>
> Thanks,
>
> *Shawn Pierson *
> Remedy Developer | Southern Union
> 5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226
>
>
>
> Private and confidential as detailed 
> here.
> If you cannot access hyperlink, please e-mail sender.
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Data load tool for Service Request Management 2.2

[Savant, [EMAIL PROTECTED]]

The duplicates come from known error SW00287342

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Drew Shuller
Sent: Wednesday, September 17, 2008 4:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Data load tool for Service Request Management 2.2

This is a multi-part message in MIME format.

--=_NextPart_000_0022_01C918F3.3D1BC740
Content-Type: text/plain;
charset="iso-8859-1"
Content-Transfer-Encoding: 7bit

Joe, make sure you're not confusing the Navigational Category form with the
Browse for Service Details form. This may be why you have duplicates.

Drew
Tulsa, OK
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Joe DeSouza
  Sent: Wednesday, September 17, 2008 5:51 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Data load tool for Service Request Management 2.2


  **
  Might not be too hard to build one..



  Anyway did anyone of you have problems where the borad Navigation Category
got duplicated in the Request Entry console?



  What I had done was entered a few Navigation categories and before adding
SRD's felt the need to modify some of the Navigational Categories..



  After modifying them, where the first tier was changed, it dupliacted two
sets of the first tier, one containing all the older subcategories, and the
other containing the newly entered subcategories..



  Where is this list of Service Categories being read from? I know the
navigational categories is where you configure them, but obviously its not
reading this list from there directly..



  Joe




  - Original Message 
  From: Mahesh Chandra <[EMAIL PROTECTED]>
  To: arslist@ARSLIST.ORG
  Sent: Wednesday, September 17, 2008 6:03:34 PM
  Subject: Re: Data load tool for Service Request Management 2.2

  **
  We will be very much interested if there is any such tool and I agree with
you, as a developer it is really a night mare doing the Data configuration
work.

  I wish there was some Data Wizard tool to do this.

  Regards
  Mahesh

  On Wed, Sep 17, 2008 at 4:42 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:

**
Thank you Mahesh..

I was hoping for a tool to import the rest to make life a bit easier! I
wonder if it would be too hard to build such a tool from scratch than to
enter 900 billion configuration records by hand :-) Okay its not that much
but you know what I mean.. 200 is a lot too and a lot more uninteresting to
do manually than developing some ARS code to facilitate the same thing..

Are you or anyone reading this post, aware of any 'behind the curtains'
kind of a document about SRM that may be useful if one were to attempt to
build such tools?

Joe



- Original Message 
From: Mahesh Chandra <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 5:35:11 PM
Subject: Re: Data load tool for Service Request Management 2.2

**
Hi Joe

If the environment is a mix and match, it is possible to import the
Navigational Categories, Work Order Templates and Task templates but not the
SRD's, PDTS and AOTs. (Ref: Page 324 of SRM 2.2 Admin Guide)

In our case, it was ITSP 3 Request Management to ITSM SRM 2.2. We had to
manually create AOT's and associate the Work Order Template to the AOT, then
create PDT and SRD.

Thanks
Mahesh


On Tue, Sep 16, 2008 at 12:30 PM, Joe DeSouza <[EMAIL PROTECTED]>
wrote:

  **
  I have some data for Navigational Categories, SRD's, Item details with
SRD's, etc given to me in the form of a excel spreadsheet..

  Is there a tool available for data load for SRM 2.2 configuration
data? Or is it pretty much something that I may need to build myself?

  Joe

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--=_NextPart_000_0022_01C918F3.3D1BC740
Content-Type: text/html;
charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable

**





Joe,=20
make sure you're not confusing the Navigational Category form with the =
Browse=20
for Service Details form. This may be why you have duplicates.=20

 
Drew
Tulsa,=20
OK

  -Original Message-From: Action Request =
System=20
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of =
Joe=20
  DeSouzaSent: Wednesday, September 17, 2008 5:51 =
PMTo:=20
  arslist@ARSLIST.ORGSubject: Re: Data load tool for Service =
Request=20
  Management 2.2**=20
  DIV {
MARGIN: 0px
}


  
  Might not be too hard to build one..
   
  Anyway did anyone of you have problems where the borad Navigation =
Category=20
  got duplicated in the Request Entry console?
   
  What I had done was entered a few Navigation categories and before =
adding=20
  

Re: OT: Hurricane Ike

[Pierson, Shawn]

Thanks Susan.

Actually, my family and I live pretty far west of Houston (between Katy and 
Sugar Land if you look at a map) so we didn't get the "dirty side" of the 
storm.  We were without electricity from Friday afternoon before the storm hit 
to Tuesday afternoon, but there was no damage to my house other than one part 
of my fence leaning over and a few plants knocked down.  We're back to normal 
now, and today is my first day back at work.  So thanks for the offer, but 
we're definitely some of the lucky ones in this situation.

Thanks,

Shawn Pierson

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Susan Palmer
Sent: Thursday, September 18, 2008 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Hurricane Ike

**
Hi Shawn,

Is there anything we can do for you guys/gals?  If you want to live in WI and 
work remotely for awhile I would offer my home.  Afterall, the arslist is an 
extended family of sorts.

Susan
On Thu, Sep 18, 2008 at 9:16 AM, Pierson, Shawn <[EMAIL 
PROTECTED]> wrote:
**
Good morning everyone,

I just wanted to check in and see if everyone else in the Houston area on this 
list is doing well or not.  Sorry to clog up the ARSList with non-Remedy stuff, 
but we've got major problems down here that aren't being reported on in the 
national news, and I just wanted to see if everyone is ok.

Also, today is my first day back at work, and it seems that a lot of other 
people are going back to work now, despite not having electricity or running 
water in their homes.  I hope everyone made it through the storm ok.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union
5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226



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Find the Active Link

[Brittain, Mark]

Hi,

Is there an easy way to find the active link in the run process below?

PERFORM-ACTION-ACTIVE-LINK 1 536870662

ARS 6.3 patch 20

Thanks
Mark

Mark Brittain
Remedy Developer
NaviSite ESM Operations
315-453-2912 x5418 (Office)
315-317-2897 (Cell)


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Re: Business Objects

[Sokol, Brian]

Joe,
 
I just found out that they will not be using Tomcat. It was installed
simply as a "backup". In any case I am now using IIS and installed New
Atlanta. I can now get to the arwebreportviewer. 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, September 18, 2008 10:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Business Objects


** 

Tomcat can be used either as a servelet against another web server like
apache or IIS, etc or as a standalone ie performing the function of a
web server as well as the servelet engine..

 

Find out from your web team how that is setup..

 

Joe


- Original Message 
From: "Sokol, Brian" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 9:15:59 AM
Subject: Re: Business Objects

** 
This server was setup by the Business Objects staff and I have never
used Tomcat before so I am not quite sure. The service that is running
is Apache Tomcat 5.0.27 if that helps. Is it possible there is no
servlet engine?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, September 17, 2008 4:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Business Objects


** 

Are you using Tomcat as a servelet or as a web server?

 

Joe



- Original Message 
From: "Sokol, Brian" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 4:03:08 PM
Subject: Re: Business Objects

** 
Hi Joe,
 
I just checked the server and the local internet guest account has
permissions to the Mid Tier folders. I do not know Tomcat at all so I am
flying blind here. The web server is running but the arwebreportviewer
will not load.
 
Brian



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, September 17, 2008 3:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Business Objects


** 

Brian,

 

I'm asking the obvious - have you checked the permissions to the newly
installed BO11 files if these could be read/executed by the user that
runs Tomcat?

 

Joe


- Original Message 
From: "Sokol, Brian" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 9:41:35 AM
Subject: Business Objects

** 

OK after spending some time finally getting Crystal 10 to work with
Remedy I was told that they are upgrading to Business Objects 11
Enterprise on a new server. Back to square 1. I installed the
ARWebReportViewer but the config screen will not load. I just get the
generic blank page can not be displayed message. Tomcat is already
installed on the server and the service is running. It is under the BO
directory. The midtier installer did not find it during the install so I
had to point it to Tomcat. Anyone have anything I can check? This is
Midtier 7.1 on Windows server 2003.

Brian Sokol 
Manager, Desktop Services 
Scholastic Inc. 
557 Broadway 
NY, NY 10012 
(212) 343-6494 
http://www.Scholastic.com  


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Re: OT: Hurricane Ike

[Sanford, Claire]

No damage at my home either.   I'm out in West Houston as well.  I think
Shawn and I may be neighbors.  I am between Katy and Sugarland too.
(Bellaire/Eldridge) 
 
Power went out at about 7pm Friday, back on at about 8pm Saturday, Water
came back at about 7pm Sunday and Land Line Phone about 7am Monday.
Saturday night some friends came over to stay with their 2 dogs, 1 bird
and 7 fish and left last night at about 8pm.  Their power came back on
at about 3pm Wednesday (Richmond/Eldridge).  Everything around them was
back on Monday evening.  Their little subdivision was a little blip in
the map.  We were very fortunate that a "cold front" came through behind
the storm.  I can't imagine how nasty 2.6 million Houstonians would be
without AC and 90 degree temperatures.
 
I worked out of the Katy Hospital until today.  My office building got
power restored yesterday, but had to do a LOT of cleanup before they
would let us back in the building.  
 
The place where I rent a beach house every year was totally destroyed.
These pictures will show you how significant it was.
http://coastal.er.usgs.gov/hurricanes/ike/photo-comparisons/bolivar.html
 
As Shawn said, we are certainly some of the lucky ones.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Thursday, September 18, 2008 10:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Hurricane Ike


** 

Thanks Susan.

 

Actually, my family and I live pretty far west of Houston (between Katy
and Sugar Land if you look at a map) so we didn't get the "dirty side"
of the storm.  We were without electricity from Friday afternoon before
the storm hit to Tuesday afternoon, but there was no damage to my house
other than one part of my fence leaning over and a few plants knocked
down.  We're back to normal now, and today is my first day back at work.
So thanks for the offer, but we're definitely some of the lucky ones in
this situation.

 

Thanks,

 

Shawn Pierson

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Thursday, September 18, 2008 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Hurricane Ike

 

** 

Hi Shawn,

 

Is there anything we can do for you guys/gals?  If you want to live in
WI and work remotely for awhile I would offer my home.  Afterall, the
arslist is an extended family of sorts.

 

Susan

On Thu, Sep 18, 2008 at 9:16 AM, Pierson, Shawn <[EMAIL PROTECTED]>
wrote:

** 

Good morning everyone,

 

I just wanted to check in and see if everyone else in the Houston area
on this list is doing well or not.  Sorry to clog up the ARSList with
non-Remedy stuff, but we've got major problems down here that aren't
being reported on in the national news, and I just wanted to see if
everyone is ok.

 

Also, today is my first day back at work, and it seems that a lot of
other people are going back to work now, despite not having electricity
or running water in their homes.  I hope everyone made it through the
storm ok.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Southern Union

5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226

 

 

 

Private and confidential as detailed here
 . If you cannot access
hyperlink, please e-mail sender. 

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RES: Find the Active Link

[Tadeu Augusto Dutra Pinto]

generate a .def file of all your active links related with your application...
 
and do a research by Ctrl+F command.
 
very simple...
 
Att,
 
 
Tadeu Augusto Dutra Pinto
-
IT Web Services ATM 
Cinq Technologies
http://www.cinq.com.br 
 
 
[EMAIL PROTECTED]  
Fone: 41 3018-2833 - Cinq
-
Confiabilidade, Inovação e Qualidade em T.I.



De: Action Request System discussion list(ARSList) em nome de Brittain, Mark
Enviada: qui 18/9/2008 13:08
Para: arslist@ARSLIST.ORG
Assunto: Find the Active Link



Hi,

Is there an easy way to find the active link in the run process below?

PERFORM-ACTION-ACTIVE-LINK 1 536870662

ARS 6.3 patch 20

Thanks
Mark

Mark Brittain
Remedy Developer
NaviSite ESM Operations
315-453-2912 x5418 (Office)
315-317-2897 (Cell)


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Support site down?

[Charles Baldi]

Hello listers,
Is anyone else having trouble getting to BMC Support website?  I was getting
long delays and javascript errors, and now I'm getting 500 errors.  I'm just
wondering if it is the access from my customer site or if it is on BMC's
side.

Regards,
Chuck Baldi

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Re: Find the Active Link

[Begosh, Kevin]

That 536870662 is the field ID for probably a button on the form that
the run process is running.  Go to that form and lookup that id and then
it will list all of the active links that are related to that button. 


Kevin Begosh, RSP
External Initiatives
System Design & Integration 
301-791-3540 Phone
410-422-3623 Cell
[EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brittain, Mark
Sent: Thursday, September 18, 2008 12:08 PM
To: arslist@ARSLIST.ORG
Subject: Find the Active Link

Hi,

Is there an easy way to find the active link in the run process below?

PERFORM-ACTION-ACTIVE-LINK 1 536870662

ARS 6.3 patch 20

Thanks
Mark

Mark Brittain
Remedy Developer
NaviSite ESM Operations
315-453-2912 x5418 (Office)
315-317-2897 (Cell)


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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.


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Re: Support site down?

[strauss]

I would say that they are down:

Internal Server Error
The server encountered an internal error or misconfiguration and was unable to 
complete your request.
Please contact the server administrator, [EMAIL PROTECTED] and inform them of 
the time the error occurred, and anything you might have done that may have 
caused the error.
More information about this error may be available in the server error log.


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 Charles Baldi
Sent: Thursday, September 18, 2008 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Support site down?

**
Hello listers,
Is anyone else having trouble getting to BMC Support website?  I was getting 
long delays and javascript errors, and now I'm getting 500 errors.  I'm just 
wondering if it is the access from my customer site or if it is on BMC's side.

Regards,
Chuck Baldi
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Re: Support site down?

[Joe Castleman]

Evidently. I'm getting Error 500, too.

 

I was afraid perhaps I'd gone to the well too many times: Earlier I was
getting "subscription required" or some such instead of the login screen.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Charles Baldi
Sent: Thursday, September 18, 2008 12:27 PM
To: arslist@ARSLIST.ORG
Subject: [ARSLIST] Support site down?

 

** 

Hello listers,
Is anyone else having trouble getting to BMC Support website?  I was getting
long delays and javascript errors, and now I'm getting 500 errors.  I'm just
wondering if it is the access from my customer site or if it is on BMC's
side.

Regards,
Chuck Baldi

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Re: Support site down?

[Pruitt, Christopher J]

I just tried and had no problem accessing the site.
 

Christopher Pruitt
EDS, an HP Company
mailto: [EMAIL PROTECTED] 

We deliver on our commitments 
so you can deliver on yours. 

Confidentiality Notice: This message and any files transmitted with it
are intended for the sole use of the entity or individual to whom it is
addressed, and may contain information that is confidential, privileged,
and exempt from disclosure under applicable law. If you are not the
intended addressee for this e-mail, you are hereby notified that any
copying, distribution, or dissemination of this e-mail is strictly
prohibited. If you have received this e-mail in error, please
immediately destroy, erase, or discard this message. Please notify the
sender immediately by return e-mail if you have received this e-mail by
mistake.

 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe Castleman
Sent: Thursday, September 18, 2008 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support site down?


** 

Evidently. I'm getting Error 500, too.

 

I was afraid perhaps I'd gone to the well too many times:
Earlier I was getting "subscription required" or some such instead of
the login screen.

 





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Charles Baldi
Sent: Thursday, September 18, 2008 12:27 PM
To: arslist@ARSLIST.ORG
Subject: [ARSLIST] Support site down?

 

** 

Hello listers,
Is anyone else having trouble getting to BMC Support website?  I
was getting long delays and javascript errors, and now I'm getting 500
errors.  I'm just wondering if it is the access from my customer site or
if it is on BMC's side.

Regards,
Chuck Baldi

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Answers Are" html___ 

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Re: Find the Active Link

[Tim Widowfield]

Are you asking:

1.  How do I find the active link(s) with the Run Process action 
"PERFORM-ACTION-ACTIVE-LINK 1 536870662"?

or...

2.  How do I find out which active links will run when that Run Process command 
executes?  (In other words, what are all the active links that will file when 
button with field ID 536870662 is pressed?)


--Tim




- Original Message 
From: "Brittain, Mark" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 11:08:01 AM
Subject: [ARSLIST] Find the Active Link

Hi,

Is there an easy way to find the active link in the run process below?

PERFORM-ACTION-ACTIVE-LINK 1 536870662

ARS 6.3 patch 20

Thanks
Mark

Mark Brittain
Remedy Developer
NaviSite ESM Operations
315-453-2912 x5418 (Office)
315-317-2897 (Cell)


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Re: Data load tool for Service Request Management 2.2

[Joe DeSouza]

I thought it might be a bug. Last evening after I started investigating the 
backend tables, I figured where the duplicates were coming from & then manually 
fixed the data that related the parent categories to the child categories by 
changing the values in the parent instance id field in the reference form..
 
It is a pretty obvious bug. I hope it is fixed sometime soon as this is 
something data configurators might want to do occassionally and would break 
things like it did for me when they do..
 
I guess the workaround now if you cannot really figure the whole relationships 
in the reference form, is to delete the navigation categories altogether and 
make sure there are no references to it in the reference form (delete if they 
still exist there) and recreate them..
 
Joe



- Original Message 
From: "Savant, [EMAIL PROTECTED]" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 11:36:22 AM
Subject: Re: Data load tool for Service Request Management 2.2

The duplicates come from known error SW00287342

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Drew Shuller
Sent: Wednesday, September 17, 2008 4:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Data load tool for Service Request Management 2.2

This is a multi-part message in MIME format.

--=_NextPart_000_0022_01C918F3.3D1BC740
Content-Type: text/plain;
        charset="iso-8859-1"
Content-Transfer-Encoding: 7bit

Joe, make sure you're not confusing the Navigational Category form with the 
Browse for Service Details form. This may be why you have duplicates.

Drew
Tulsa, OK
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Joe DeSouza
Sent: Wednesday, September 17, 2008 5:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Data load tool for Service Request Management 2.2


  **
Might not be too hard to build one..

Anyway did anyone of you have problems where the borad Navigation Category got 
duplicated in the Request Entry console?

What I had done was entered a few Navigation categories and before adding SRD's 
felt the need to modify some of the Navigational Categories..

After modifying them, where the first tier was changed, it dupliacted two sets 
of the first tier, one containing all the older subcategories, and the other 
containing the newly entered subcategories..

Where is this list of Service Categories being read from? I know the 
navigational categories is where you configure them, but obviously its not 
reading this list from there directly..

Joe


- Original Message 
From: Mahesh Chandra <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 6:03:34 PM
Subject: Re: Data load tool for Service Request Management 2.2

**
We will be very much interested if there is any such tool and I agree with you, 
as a developer it is really a night mare doing the Data configuration work.

I wish there was some Data Wizard tool to do this.

Regards
Mahesh

On Wed, Sep 17, 2008 at 4:42 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:

**
Thank you Mahesh..

I was hoping for a tool to import the rest to make life a bit easier! I wonder 
if it would be too hard to build such a tool from scratch than to enter 900 
billion configuration records by hand :-) Okay its not that much but you know 
what I mean.. 200 is a lot too and a lot more uninteresting to do manually than 
developing some ARS code to facilitate the same thing..

Are you or anyone reading this post, aware of any 'behind the curtains' kind of 
a document about SRM that may be useful if one were to attempt to build such 
tools?

Joe


- Original Message 
From: Mahesh Chandra <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 17, 2008 5:35:11 PM
Subject: Re: Data load tool for Service Request Management 2.2


**
Hi Joe

If the environment is a mix and match, it is possible to import the 
Navigational Categories, Work Order Templates and Task templates but not the 
SRD's, PDTS and AOTs. (Ref: Page 324 of SRM 2.2 Admin Guide)

In our case, it was ITSP 3 Request Management to ITSM SRM 2.2. We had to 
manually create AOT's and associate the Work Order Template to the AOT, then 
create PDT and SRD.

Thanks
Mahesh


On Tue, Sep 16, 2008 at 12:30 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:

**
I have some data for Navigational Categories, SRD's, Item details with SRD's, 
etc given to me in the form of a excel spreadsheet..

Is there a tool available for data load for SRM 2.2 configuration data? Or is 
it pretty much something that I may need to build myself?

Joe




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Email Security key not working

[Dwayne Martin]

Dear List,

In our “AR System Email Security” form we have an entry with a “Key” value of 
“KeyName.”

In “User Name” we have the Login Name of a person with “Administrator” 
permissions.

In our email templates we have a line that says “Key: KeyName.”


This works in our production system.  But in our test system we get “You do not 
have write access (at create time) to field” for every field in the template.

As far as I can see, the “AR System Email Security” and “AR System Email 
Mailbox Configuration” entries, and the email template are identical on both 
systems.  I’ve checked the permissions of the “User Name” in both systems.

Any idea what might be making the difference?

(ARS 7.1 patch 3, RH Linux server, Oracle 10.2 db)

Dwayne Martin
James Madison University  

Mail Message

[johnson karicotte]

 
Mail Message
_
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http://www.live.com/?scope=video&form=MICOAL
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Plain Text Body blank in ARS Email Messages entry replies to templates

[Dwayne Martin]

Dear List,

We have a test Remedy system, and have disabled the outgoing mailbox so that 
customers don’t get emails about test calls.  If we want to see what mail would 
have gone out we can look at the “AR System Email Messages” entries, and the 
message will be in the “Plain Text Body” field.

The one problem is in Email Engine replies to template submissions.  We send a 
template to the Email Engine, and the Engine replies with details about the 
newly created entry, or an error message saying what went wrong. We want to see 
these replies, but the “Plain Text Body” field is blank.  (So is HTML Body.)

So where is the message stored in a reply to a template, and is there any way 
of reading it? (I tried running a Remedy Report on an entry, and even fields 
that showed data on display turned up blank in the report.)

(ARS 7.1 patch 3, RH Linux server, Oracle 10.2 db)

Dwayne Martin
James Madison University

Re: Plain Text Body blank in ARS Email Messages entry replies to templates

[Pargeter, Christie :CO IS]

on the email messages screen select "Display Advanced Options" of Yes.  Then go 
to the Advanced Options tab.  The first sub tab will show you the names of your 
email templates.  The Variable Replacement tab's Field Values will show you the 
fields that will be sent to the templates.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Dwayne Martin
Sent: Thursday, September 18, 2008 10:41 AM
To: arslist@ARSLIST.ORG
Subject: Plain Text Body blank in ARS Email Messages entry replies to
templates


Dear List,

We have a test Remedy system, and have disabled the outgoing mailbox so that 
customers don’t get emails about test calls.  If we want to see what mail would 
have gone out we can look at the “AR System Email Messages” entries, and the 
message will be in the “Plain Text Body” field.

The one problem is in Email Engine replies to template submissions.  We send a 
template to the Email Engine, and the Engine replies with details about the 
newly created entry, or an error message saying what went wrong. We want to see 
these replies, but the “Plain Text Body” field is blank.  (So is HTML Body.)

So where is the message stored in a reply to a template, and is there any way 
of reading it? (I tried running a Remedy Report on an entry, and even fields 
that showed data on display turned up blank in the report.)

(ARS 7.1 patch 3, RH Linux server, Oracle 10.2 db)

Dwayne Martin
James Madison University

Question about attachments

[lee]

Hi,

I'd like to bounce an idea and see if this is something I need to
dedicate a lot of time into or if it is quick and easy.

If I have an attachment being put into SRD work info to SRM Request,
can I pull that attachment field from another form?

I would like the SRM:RequestApDetailSignature which is a join with
SRM:Request and AP:DetailSignature.
But it seems I cannot just add that attachment field to the join form.

Do I need some workflow that pushes the attachment to both SRM:request
and the join form as separate attachment files at the time of submit?
Can I avoid having to put 2 of the same file for the same request?

Hope that makes sense.

Thanks

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SLA Help

[Shafqat Ayaz]

Hi All



I wonder if someone out there can point me in the right direction. I have just 
installed SLA V6 with ITSM V7. The compatibility I believe is fine. The install 
went off without a hitch, all the SLA forms are there. I have just created a 
test SLA,  the SLA tab shows up on the Incident form, but the SLA does not get 
attached to the Incident, the SLA table stays blank.
Is there some configuration subtelty I am missing?
I don't believe it is anything to do with the environment, but I don't know for 
sure.
 
Many thanks for any help as usual
 
ITSM 7
ARS 7.0.1
Oracle 10
Solaris
 
shafqat
 




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Re: SLA Help

[Matt Worsdell]

"I have just installed SLA V6 with ITSM V7. The compatibility I believe is
fine"

 

Are you sure, there is an integration installer for v7. Nothing in the
compatibility matrix seems to indicate ITSM7 supports SLA6.

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz
Sent: 18 September 2008 18:54
To: arslist@ARSLIST.ORG
Subject: SLA Help

 

** 


Hi All

I wonder if someone out there can point me in the right direction. I have
just installed SLA V6 with ITSM V7. The compatibility I believe is fine. The
install went off without a hitch, all the SLA forms are there. I have just
created a test SLA,  the SLA tab shows up on the Incident form, but the SLA
does not get attached to the Incident, the SLA table stays blank.

Is there some configuration subtelty I am missing?

I don't believe it is anything to do with the environment, but I don't know
for sure.

 

Many thanks for any help as usual

 

ITSM 7

ARS 7.0.1

Oracle 10

Solaris

 

shafqat

 


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Re: SLA Help

[Hugo Ruesga]

The integrator installer is for the integration for ITSM 7
 
Although, It sounds like a creepy story that you could install SLA 6x with ITSM 
7x, but If you made it, that was a lucky one!
 
Because you have different versions, on a single way you wont be able to 
integrate yor SLA 6 with IM 7x, but you can try to integrate it. On SLA 6x you 
could "attach" and "monitor" other forms and 3rd applications, check out the 
Manual of SLA 6x there you will find how to monitor other forms with SLA.
 
Regards

Hugo Ruesga perotsystems® US  972.577.7000MX +52 (33) 3332.3868
P Please consider the environment before printing this email

The information contained in and transferred with this electronic message is 
intended only for the recipient(s) designated above, it is protected by law and 
it may contain information which is privileged and confidential. If you are not 
the intended recipient, please do not read, copy, or use it, and do not 
disclose it to others. Please notify the sender of the delivery error by 
replying to this message, and then delete it from your system. Thank you.


Date: Thu, 18 Sep 2008 19:10:56 +0100From: [EMAIL PROTECTED]: Re: SLA HelpTo: 
[EMAIL PROTECTED] 




“I have just installed SLA V6 with ITSM V7. The compatibility I believe is fine”
 
Are you sure, there is an integration installer for v7. Nothing in the 
compatibility matrix seems to indicate ITSM7 supports SLA6.
 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Shafqat AyazSent: 18 September 2008 18:54To: [EMAIL PROTECTED]: 
SLA Help
 
** 




Hi All

I wonder if someone out there can point me in the right direction. I have just 
installed SLA V6 with ITSM V7. The compatibility I believe is fine. The install 
went off without a hitch, all the SLA forms are there. I have just created a 
test SLA,  the SLA tab shows up on the Incident form, but the SLA does not get 
attached to the Incident, the SLA table stays blank.

Is there some configuration subtelty I am missing?

I don't believe it is anything to do with the environment, but I don't know for 
sure.

 

Many thanks for any help as usual

 

ITSM 7

ARS 7.0.1

Oracle 10

Solaris

 

shafqat

 
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Re: Plain Text Body blank in ARS Email Messages entry replies to templates SOLVED

[Dwayne Martin]

Thanks, Christie!

I didn't see anything under "Variable Replacement", but under "Attachment 
Alternatives" I found something called "RED56469.tmpl" that has the message.  
(I never noticed it in all my poking around.)

Thanks again,
Dwayne

 Original message 
>Date: Thu, 18 Sep 2008 10:41:38 -0700
>From: "Pargeter, Christie :CO IS" <[EMAIL PROTECTED]>  
>Subject: Re: Plain Text Body blank in ARS Email Messages entry replies to 
>templates  
>To: arslist@ARSLIST.ORG
>
>on the email messages screen select "Display Advanced Options" of Yes.  Then 
>go to the Advanced Options tab.  The first sub tab will show you the names of 
>your email templates.  The Variable Replacement tab's Field Values will show 
>you the fields that will be sent to the templates.
>
>-Original Message-
>From: Action Request System discussion list(ARSList)
>[mailto:[EMAIL PROTECTED] Behalf Of Dwayne Martin
>Sent: Thursday, September 18, 2008 10:41 AM
>To: arslist@ARSLIST.ORG
>Subject: Plain Text Body blank in ARS Email Messages entry replies to
>templates
>
>
>Dear List,
>
>We have a test Remedy system, and have disabled the outgoing mailbox so that 
>customers don’t get emails about test calls.  If we want to see what mail 
>would have gone out we can look at the “AR System Email Messages” entries, and 
>the message will be in the “Plain Text Body” field.
>
>The one problem is in Email Engine replies to template submissions.  We send a 
>template to the Email Engine, and the Engine replies with details about the 
>newly created entry, or an error message saying what went wrong. We want to 
>see these replies, but the “Plain Text Body” field is blank.  (So is HTML 
>Body.)
>
>So where is the message stored in a reply to a template, and is there any way 
>of reading it? (I tried running a Remedy Report on an entry, and even fields 
>that showed data on display turned up blank in the report.)
>
>(ARS 7.1 patch 3, RH Linux server, Oracle 10.2 db)
>
>Dwayne Martin
>James Madison University

arimportcmd question

[Mckinnish, Randy]

Greetings listers,

We recently swapped our application server as the older was at end of
lease. This was a like for like swap except that the newer box has twice
the processing power of the old one. Everything seems completely normal
but one thing; our nightly data imports (from various sources) have
slowed to a crawl. For example, I have a nightly load of sector
information of around 19k-20k records. This import used to load in
around 14-15 minutes but is now taking better than 2 hours. I have tried
various logging to try and catch the problem but so far I have found
nothing. The speed issue (or lack thereof) seems to be the same whether
it's running from the command line or through the actual import tool.
None of the files have changed in size or format, the scheduling of the
imports is the same as it was on the old server. Has anyone ever
experienced anything like this?

Thank you.

 

AR Server 6.3 P23

Win 2003

MSSQL 2000

 

 

Randy Mckinnish

Technical Systems Developer

Compass Group The Americas Division

 


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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 
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ARS 7.1 install on a virtual machine Windows 2008

[Reiser, John J]

Hello Listers,

ARS 7.1 
Virtual Machine MS Windows Enterprise 2008
Remote MS SQL 2005 DB

I am trying to get a development box built on this VM. The DBA created a
DB for me, calling it ARSystem_dev and giving ARAdmin dbo permissions
though it is not the dbo account.

When I have done installations in the past I always had the SA account
password. That is not allowed on this massive SQL Server.

I have been made the dbo with my domain account but I am not a domain
admin.

I need to know, since the install instructions don't seem to have many
options, just exactly how I need to configure the accounts on the server
and in the DB to get this installation to work.

Do I really need to be a domain admin? If so I guess I have to get one
of them to do the installation.
Also, does the Run As account for the BMC Remedy ARSystem Server need to
be a domain admin or just a local admin.

Thanks in advance and good to here from the Ike survivors.

John J. Reiser
Senior Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased
by me 
 

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Re: ARS 7.1 install on a virtual machine Windows 2008

[Joe DeSouza]

Hi John,
 
On MS-SQL it is enough for the ARAdmin user to be the dbo of the ARSystem 
database. If the database has already been created, and the database user has 
already been created with the default ar#admin# password, the install script 
should be able to connect to the MS-SQL database without the need for the sa 
user name and password.
 
You may need to create a configuration file (ar.cfg file in the expected 
directory) to fool the system that you are either doing a system upgrade or an 
overwrite, failing which I think the installation might not proceed as it will 
not find the ar.cfg file and will attempt to create a new instance for which it 
will require the sa username and password..
 
Joe


- Original Message 
From: "Reiser, John J" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 3:08:54 PM
Subject: ARS 7.1 install on a virtual machine Windows 2008

Hello Listers,

ARS 7.1 
Virtual Machine MS Windows Enterprise 2008
Remote MS SQL 2005 DB

I am trying to get a development box built on this VM. The DBA created a DB for 
me, calling it ARSystem_dev and giving ARAdmin dbo permissions though it is not 
the dbo account.

When I have done installations in the past I always had the SA account 
password. That is not allowed on this massive SQL Server.

I have been made the dbo with my domain account but I am not a domain
admin.

I need to know, since the install instructions don't seem to have many options, 
just exactly how I need to configure the accounts on the server and in the DB 
to get this installation to work.

Do I really need to be a domain admin? If so I guess I have to get one of them 
to do the installation.
Also, does the Run As account for the BMC Remedy ARSystem Server need to be a 
domain admin or just a local admin.

Thanks in advance and good to here from the Ike survivors.

John J. Reiser
Senior Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me




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Re: SLA Help

[Matt Worsdell]

That’s what I said. The integration allows the ITSM 7 applications to use
the SLM module. You’d need to rewrite the table field displaying Service
Targets to show up in ITSM7.

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hugo Ruesga
Sent: 18 September 2008 19:17
To: arslist@ARSLIST.ORG
Subject: Re: SLA Help

 

** 

The integrator installer is for the integration for ITSM 7
 
Although, It sounds like a creepy story that you could install SLA 6x with
ITSM 7x, but If you made it, that was a lucky one!
 
Because you have different versions, on a single way you wont be able to
integrate yor SLA 6 with IM 7x, but you can try to integrate it. On SLA 6x
you could "attach" and "monitor" other forms and 3rd applications, check out
the Manual of SLA 6x there you will find how to monitor other forms with
SLA.
 
Regards



Hugo Ruesga 
perotsystems® 
US  972.577.7000
MX +52 (33) 3332.3868

P Please consider the environment before printing this email

The information contained in and transferred with this electronic message is
intended only for the recipient(s) designated above, it is protected by law
and it may contain information which is privileged and confidential. If you
are not the intended recipient, please do not read, copy, or use it, and do
not disclose it to others. Please notify the sender of the delivery error by
replying to this message, and then delete it from your system. Thank you.

 

 

  _  

Date: Thu, 18 Sep 2008 19:10:56 +0100
From: [EMAIL PROTECTED]
Subject: Re: SLA Help
To: arslist@ARSLIST.ORG

** 

“I have just installed SLA V6 with ITSM V7. The compatibility I believe is
fine”

 

Are you sure, there is an integration installer for v7. Nothing in the
compatibility matrix seems to indicate ITSM7 supports SLA6.

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz
Sent: 18 September 2008 18:54
To: arslist@ARSLIST.ORG
Subject: SLA Help

 

** 


Hi All

I wonder if someone out there can point me in the right direction. I have
just installed SLA V6 with ITSM V7. The compatibility I believe is fine. The
install went off without a hitch, all the SLA forms are there. I have just
created a test SLA,  the SLA tab shows up on the Incident form, but the SLA
does not get attached to the Incident, the SLA table stays blank.

Is there some configuration subtelty I am missing?

I don't believe it is anything to do with the environment, but I don't know
for sure.

 

Many thanks for any help as usual

 

ITSM 7

ARS 7.0.1

Oracle 10

Solaris

 

shafqat

 


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blogueas? Entonces, necesitas Windows 
Live

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Pointing AR Server to DB Server

[Tim O'Connor]

I have a working AR server on one machine that is using an MS SQL
backend on a different machine. Recently, I had one of our lab engineers
clone these two machines into VMs so we can create dev and test
instances on our ESX farm.

I'm having a real hard time taking the AR system clones and pointing
them to their respective database system clones. From reading
documentation, it sounds like all I need to do is alter ar.cfg to point
sybase-server-name (configuration parameter used for Sybase and MSSQL
dbs) to the new hostname and restart the AR server, but when I do that
arerror.log in the cloned AR systems is telling me they aren't able to
talk to the cloned database systems. 

I've searched BMC documentation but I can't find anything that explains
the process. Can anyone give me some hints or provide me with a basic
checklist for performing such an operation?

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Re: Pointing AR Server to DB Server

[Joe DeSouza]

Are you being able to connect to the database using the MS-SQL client from the 
AR Server machine?
 
If so, are the database username/passwords the same as it was on the parent 
instance? If you are not sure you can try resetting the ARAdmin user's password 
to AR#Admin# and take off the DB-Password configuration line from the ar.cfg 
file. Then try restarting the services. Not having the password line in the 
configuraton file, the system assumes the default password and attempts to 
connect using that..
 
Joe



- Original Message 
From: Tim O'Connor <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 3:57:18 PM
Subject: Pointing AR Server to DB Server

I have a working AR server on one machine that is using an MS SQL backend on a 
different machine. Recently, I had one of our lab engineers clone these two 
machines into VMs so we can create dev and test instances on our ESX farm.

I'm having a real hard time taking the AR system clones and pointing them to 
their respective database system clones. From reading documentation, it sounds 
like all I need to do is alter ar.cfg to point sybase-server-name 
(configuration parameter used for Sybase and MSSQL dbs) to the new hostname and 
restart the AR server, but when I do that arerror.log in the cloned AR systems 
is telling me they aren't able to talk to the cloned database systems. 

I've searched BMC documentation but I can't find anything that explains the 
process. Can anyone give me some hints or provide me with a basic checklist for 
performing such an operation?




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Re: Pointing AR Server to DB Server

[Roger Justice]

See if ARadmin user is on the DB and is DBO of the ARsystem DB.







-Original Message-
From: Tim O'Connor <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thu, 18 Sep 2008 2:57 pm
Subject: Pointing AR Server to DB Server



I have a working AR server on one machine that is using an MS SQL
backend on a different machine. Recently, I had one of our lab engineers
clone these two machines into VMs so we can create dev and test
instances on our ESX farm.

I'm having a real hard time taking the AR system clones and pointing
them to their respective database system clones. From reading
documentation, it sounds like all I need to do is alter ar.cfg to point
sybase-server-name (configuration parameter used for Sybase and MSSQL
dbs) to the new hostname and restart the AR server, but when I do that
arerror.log in the cloned AR systems is telling me they aren't able to
talk to the cloned database systems. 

I've searched BMC documentation but I can't find anything that explains
the process. Can anyone give me some hints or provide me with a basic
checklist for performing such an operation?

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Mail Error

[johnson karicotte]

Mail Error
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Re: Pointing AR Server to DB Server

[Kaiser, Norm E Civ USAF AFMC 96CS/SCCE]

Also, is the new DB server's name in DNS? If you ping its hostname, does
it reply?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim O'Connor
Sent: Thursday, September 18, 2008 2:57 PM
To: arslist@ARSLIST.ORG
Subject: Pointing AR Server to DB Server

I have a working AR server on one machine that is using an MS SQL
backend on a different machine. Recently, I had one of our lab engineers
clone these two machines into VMs so we can create dev and test
instances on our ESX farm.

I'm having a real hard time taking the AR system clones and pointing
them to their respective database system clones. From reading
documentation, it sounds like all I need to do is alter ar.cfg to point
sybase-server-name (configuration parameter used for Sybase and MSSQL
dbs) to the new hostname and restart the AR server, but when I do that
arerror.log in the cloned AR systems is telling me they aren't able to
talk to the cloned database systems. 

I've searched BMC documentation but I can't find anything that explains
the process. Can anyone give me some hints or provide me with a basic
checklist for performing such an operation?


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Issues with IE

[Hugo Ruesga]

Listers:
 
We have a little issue
 
Environment:
Sybase 15.0.1
Solaris 10
ARS 7.1
Mid Tier 7.1
Java 1.5.0_12
Tomcat 5.5.25
 
When we try to open some forms we can receive any of this errors:
 
 
Caugh exception: Object doesn't support this property or method
Internet Explorer cannot open the Internet site  Operation Aborted
Caugh exception: 'this.mColFields[...].mObj' is null or not an object
 
Anyone of you have seen something like this? The most annoying of this issue is 
that doesn't exist a pattern to see if its a configuration, a bug or another 
thing.
 
Any suggests are accepted
 
Regards
 
 
 

Hugo Ruesga perotsystems® US  972.577.7000MX +52 (33) 3332.3868
P Please consider the environment before printing this email

The information contained in and transferred with this electronic message is 
intended only for the recipient(s) designated above, it is protected by law and 
it may contain information which is privileged and confidential. If you are not 
the intended recipient, please do not read, copy, or use it, and do not 
disclose it to others. Please notify the sender of the delivery error by 
replying to this message, and then delete it from your system. Thank you.
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Re: Mail Error

[Joe DeSouza]

Has everyone on the list been receiving an email from this address with the 
contents as seen below? Or is it just me?
 
Joe


- Original Message 
From: johnson karicotte <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 4:25:05 PM
Subject: Mail Error

** Mail Error




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Re: Mail Error

[Hugo Ruesga]

Hugo Ruesga perotsystems® US  972.577.7000MX +52 (33) 3332.3868
P Please consider the environment before printing this email

The information contained in and transferred with this electronic message is 
intended only for the recipient(s) designated above, it is protected by law and 
it may contain information which is privileged and confidential. If you are not 
the intended recipient, please do not read, copy, or use it, and do not 
disclose it to others. Please notify the sender of the delivery error by 
replying to this message, and then delete it from your system. Thank you.


Date: Thu, 18 Sep 2008 13:35:50 -0700From: [EMAIL PROTECTED]: Re: Mail ErrorTo: 
[EMAIL PROTECTED] 




Has everyone on the list been receiving an email from this address with the 
contents as seen below? Or is it just me?
 
Joe

- Original Message From: johnson karicotte <[EMAIL PROTECTED]>To: 
[EMAIL PROTECTED]: Thursday, September 18, 2008 4:25:05 PMSubject: Mail Error** 

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Re: Issues with IE

[LJ Longwing]

Any time I have experienced a 'Caught Exception' error it is either Server
Cache or Client Cache related, clear both and see if the problem goes away.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hugo Ruesga
Sent: Thursday, September 18, 2008 2:34 PM
To: arslist@ARSLIST.ORG
Subject: Issues with IE


** Listers:
 
We have a little issue
 
Environment:
Sybase 15.0.1
Solaris 10
ARS 7.1
Mid Tier 7.1
Java 1.5.0_12
Tomcat 5.5.25
 
When we try to open some forms we can receive any of this errors:
 
 
Caugh exception: Object doesn't support this property or method
Internet Explorer cannot open the Internet site  Operation
Aborted
Caugh exception: 'this.mColFields[...].mObj' is null or not an object
 
Anyone of you have seen something like this? The most annoying of this issue
is that doesn't exist a pattern to see if its a configuration, a bug or
another thing.
 
Any suggests are accepted
 
Regards
 
 


 

Hugo Ruesga 
perotsystems® 
US  972.577.7000
MX +52 (33) 3332.3868

P Please consider the environment before printing this email

The information contained in and transferred with this electronic message is
intended only for the recipient(s) designated above, it is protected by law
and it may contain information which is privileged and confidential. If you
are not the intended recipient, please do not read, copy, or use it, and do
not disclose it to others. Please notify the sender of the delivery error by
replying to this message, and then delete it from your system. Thank you.


  _  

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Re: Mail Error

[LJ Longwing]

I got one

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, September 18, 2008 2:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mail Error


** 

Has everyone on the list been receiving an email from this address with the
contents as seen below? Or is it just me?

 

Joe


- Original Message 
From: johnson karicotte <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 4:25:05 PM
Subject: Mail Error

** Mail Error

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Re: Pointing AR Server to DB Server

[Tim O'Connor]

Nevermind guys, I think I found the problem: the user client was
attempting to connect to the original AR server's hostname. Although the
AR server on the cloned VM retains the install path and name of the
original AR server, the client was using DNS all along (instead of
connecting to localhost as I thought) to find the original AR server. 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E Civ USAF AFMC
96CS/SCCE
Sent: Thursday, September 18, 2008 1:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Pointing AR Server to DB Server

Also, is the new DB server's name in DNS? If you ping its hostname, does
it reply?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim O'Connor
Sent: Thursday, September 18, 2008 2:57 PM
To: arslist@ARSLIST.ORG
Subject: Pointing AR Server to DB Server

I have a working AR server on one machine that is using an MS SQL
backend on a different machine. Recently, I had one of our lab engineers
clone these two machines into VMs so we can create dev and test
instances on our ESX farm.

I'm having a real hard time taking the AR system clones and pointing
them to their respective database system clones. From reading
documentation, it sounds like all I need to do is alter ar.cfg to point
sybase-server-name (configuration parameter used for Sybase and MSSQL
dbs) to the new hostname and restart the AR server, but when I do that
arerror.log in the cloned AR systems is telling me they aren't able to
talk to the cloned database systems. 

I've searched BMC documentation but I can't find anything that explains
the process. Can anyone give me some hints or provide me with a basic
checklist for performing such an operation?


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Re: ARS 7.1 install on a virtual machine Windows 2008

[Reiser, John J]

Joe,
 
When I get to the step to enter the AR System Server DB info I get:
Could not connect to ARSystem_dev with the parameters given. You can
create ARSystem_dev as a new AR System server . . . .
 
I have verified that the password used for ARAdmin by the dba was in
fact AR#Admin#.
Still can't get in.
I appears to complete the install if I tell it to create a new
ARSystem_dev but then I get an error at the end and the arerror.log file
has 
 
Thu Sep 18 12:05:20 2008  390600 : AR System server terminated -- fatal
error encountered (ARNOTE 21)
Thu Sep 18 12:06:01 2008 : Action Request System(R) Server Version
7.1.00 Build 200708221849
(c) Copyright 1991-2007 BMC Software, Inc. 
Thu Sep 18 12:06:01 2008  390695 : Unable to extract minor version from
Java VM version string: 10.0-b23 (ARERR 9130)
Thu Sep 18 12:06:01 2008  390600 : Failure during SQL operation to the
database (ARERR 552)
Thu Sep 18 12:06:01 2008 Cannot open database "ARSystem_dev"
requested by the login. The login failed. (SQL Server 4060)
Thu Sep 18 12:06:16 2008  390600 : Failure during SQL operation to the
database (ARERR 552)
 
I will try to do an uninstall and try again.
 
Thanks,

John J. Reiser 
Senior Software Development Analyst 
Remedy Administrator/Developer 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased
by me 
  

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, September 18, 2008 3:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 install on a virtual machine Windows 2008


** 

Hi John,

 

On MS-SQL it is enough for the ARAdmin user to be the dbo of the
ARSystem database. If the database has already been created, and the
database user has already been created with the default ar#admin#
password, the install script should be able to connect to the MS-SQL
database without the need for the sa user name and password.

 

You may need to create a configuration file (ar.cfg file in the expected
directory) to fool the system that you are either doing a system upgrade
or an overwrite, failing which I think the installation might not
proceed as it will not find the ar.cfg file and will attempt to create a
new instance for which it will require the sa username and password..

 

Joe


- Original Message 
From: "Reiser, John J" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 3:08:54 PM
Subject: ARS 7.1 install on a virtual machine Windows 2008

Hello Listers,

ARS 7.1 
Virtual Machine MS Windows Enterprise 2008
Remote MS SQL 2005 DB

I am trying to get a development box built on this VM. The DBA created a
DB for me, calling it ARSystem_dev and giving ARAdmin dbo permissions
though it is not the dbo account.

When I have done installations in the past I always had the SA account
password. That is not allowed on this massive SQL Server.

I have been made the dbo with my domain account but I am not a domain
admin.

I need to know, since the install instructions don't seem to have many
options, just exactly how I need to configure the accounts on the server
and in the DB to get this installation to work.

Do I really need to be a domain admin? If so I guess I have to get one
of them to do the installation.
Also, does the Run As account for the BMC Remedy ARSystem Server need to
be a domain admin or just a local admin.

Thanks in advance and good to here from the Ike survivors.

John J. Reiser
Senior Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased
by me

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Re: Mail Error (A possible SPAM???)

[Joe DeSouza]

I got about 4 since yesterday, and I did try to write offline to Johnson 
informing him that if he is a new subsrciber, and is testing his subscription 
status by sending a test mail, that it is working but didn't get a response 
from him and these mail continue coming in.. I wonder if this is a ficticious 
account from some spammer?
 
Joe



- Original Message 
From: LJ Longwing <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 4:40:34 PM
Subject: Re: Mail Error

** 
I got one



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Thursday, September 18, 2008 2:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mail Error

** 
Has everyone on the list been receiving an email from this address with the 
contents as seen below? Or is it just me?
 
Joe


- Original Message 
From: johnson karicotte <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 4:25:05 PM
Subject: Mail Error

** Mail Error




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Re: Issues with IE

[Joe DeSouza]

In this case it is possibly a server cache getting redundant after a deletion 
of a field? I think I saw that happen when the results list was modified 
(fields removed).
 
Joe



- Original Message 
From: LJ Longwing <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 4:40:17 PM
Subject: Re: Issues with IE

** 
Any time I have experienced a 'Caught Exception' error it is either Server 
Cache or Client Cache related, clear both and see if the problem goes away.



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Hugo Ruesga
Sent: Thursday, September 18, 2008 2:34 PM
To: arslist@ARSLIST.ORG
Subject: Issues with IE

** Listers:
 
We have a little issue
 
Environment:
Sybase 15.0.1
Solaris 10
ARS 7.1
Mid Tier 7.1
Java 1.5.0_12
Tomcat 5.5.25
 
When we try to open some forms we can receive any of this errors:
 
 
Caugh exception: Object doesn't support this property or method
Internet Explorer cannot open the Internet site  Operation Aborted
Caugh exception: 'this.mColFields[...].mObj' is null or not an object
 
Anyone of you have seen something like this? The most annoying of this issue is 
that doesn't exist a pattern to see if its a configuration, a bug or another 
thing.
 
Any suggests are accepted
 
Regards
 
 


 

Hugo Ruesga 
perotsystems®
US  972.577.7000
MX +52 (33) 3332.3868
PPlease consider the environment before printing this email
The information contained in and transferred with this electronic message is 
intended only for the recipient(s) designated above, it is protected by law and 
it may contain information which is privileged and confidential. If you are not 
the intended recipient, please do not read, copy, or use it, and do not 
disclose it to others. Please notify the sender of the delivery error by 
replying to this message, and then delete it from your system. Thank you.


 
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Re: Issues with IE

[Hugo Ruesga]

Thanks Joe:
 
Actually we didn't remove fields, just added functionality; so we can ignore 
that fact, but the cache could be a good option.
 
Regards

Hugo Ruesga perotsystems® US  972.577.7000MX +52 (33) 3332.3868
P Please consider the environment before printing this email

The information contained in and transferred with this electronic message is 
intended only for the recipient(s) designated above, it is protected by law and 
it may contain information which is privileged and confidential. If you are not 
the intended recipient, please do not read, copy, or use it, and do not 
disclose it to others. Please notify the sender of the delivery error by 
replying to this message, and then delete it from your system. Thank you.


Date: Thu, 18 Sep 2008 13:49:12 -0700From: [EMAIL PROTECTED]: Re: Issues with 
IETo: [EMAIL PROTECTED] 




In this case it is possibly a server cache getting redundant after a deletion 
of a field? I think I saw that happen when the results list was modified 
(fields removed).
 
Joe

- Original Message From: LJ Longwing <[EMAIL PROTECTED]>To: [EMAIL 
PROTECTED]: Thursday, September 18, 2008 4:40:17 PMSubject: Re: Issues with 
IE** 
Any time I have experienced a 'Caught Exception' error it is either Server 
Cache or Client Cache related, clear both and see if the problem goes away.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Hugo RuesgaSent: Thursday, September 18, 2008 2:34 PMTo: [EMAIL 
PROTECTED]: Issues with IE
** 

Listers: We have a little issue Environment:Sybase 15.0.1Solaris 10ARS 7.1Mid 
Tier 7.1Java 1.5.0_12Tomcat 5.5.25 When we try to open some forms we can 
receive any of this errors:  Caugh exception: Object doesn't support this 
property or methodInternet Explorer cannot open the Internet site  Operation AbortedCaugh exception: 'this.mColFields[...].mObj' is null or 
not an object Anyone of you have seen something like this? The most annoying of 
this issue is that doesn't exist a pattern to see if its a configuration, a bug 
or another thing. Any suggests are accepted Regards   

Hugo Ruesga perotsystems® US  972.577.7000MX +52 (33) 3332.3868
P Please consider the environment before printing this email

The information contained in and transferred with this electronic message is 
intended only for the recipient(s) designated above, it is protected by law and 
it may contain information which is privileged and confidential. If you are not 
the intended recipient, please do not read, copy, or use it, and do not 
disclose it to others. Please notify the sender of the delivery error by 
replying to this message, and then delete it from your system. Thank 
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Re: Mail Error (A possible SPAM???) - Sorry

[johnson karicotte]

Joe,
 
Sorry for the inconvenience caused by my test mail. I tested with my 
subscription status.
 
Thanks
 
Johnson K R



Date: Thu, 18 Sep 2008 13:46:38 -0700From: [EMAIL PROTECTED]: Re: Mail Error (A 
possible SPAM???)To: [EMAIL PROTECTED] 




I got about 4 since yesterday, and I did try to write offline to Johnson 
informing him that if he is a new subsrciber, and is testing his subscription 
status by sending a test mail, that it is working but didn't get a response 
from him and these mail continue coming in.. I wonder if this is a ficticious 
account from some spammer?
 
Joe

- Original Message From: LJ Longwing <[EMAIL PROTECTED]>To: [EMAIL 
PROTECTED]: Thursday, September 18, 2008 4:40:34 PMSubject: Re: Mail Error** 
I got one


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouzaSent: Thursday, September 18, 2008 2:36 PMTo: [EMAIL 
PROTECTED]: Re: Mail Error
** 



Has everyone on the list been receiving an email from this address with the 
contents as seen below? Or is it just me?
 
Joe

- Original Message From: johnson karicotte <[EMAIL PROTECTED]>To: 
[EMAIL PROTECTED]: Thursday, September 18, 2008 4:25:05 PMSubject: Mail Error** 

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Re: Mail Error

[Nall, Roger]

Yes.

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW

Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, September 18, 2008 3:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mail Error

 

Has everyone on the list been receiving an email from this address with
the contents as seen below? Or is it just me?

 

Joe

 

- Original Message 
From: johnson karicotte <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 4:25:05 PM
Subject: Mail Error

** Mail Error

 

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Re: ARS 7.1 install on a virtual machine Windows 2008

[Reiser, John J]

Hello Listers,
 
I've come to realize that it may be the Windows 2008 Enterprise that is
causing some difficulty.
I tried to do an uninstall of the ARSystem and received an OS_Err
warning.
 
On a side note. I am now trying to use an old desktop to install onto
the remote super-big SQLServer. When I get to the Upgrade , Overwrite
Share I choose upgrade and it starts to process but when the install
tries to load forms and asks for the admin account (Demo, no password)
the dialog flashes and returns. I know the Demo account is in the
user-cache table with no password. I saw it in the db with a 1; in the
shortgroup column.
 
Oh why didn't I take the blue pill?
 
Thanks,
 

John J. Reiser 
Senior Software Development Analyst 
Remedy Administrator/Developer 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased
by me 
  

 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J
Sent: Thursday, September 18, 2008 4:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 install on a virtual machine Windows 2008


** 
Joe,
 
When I get to the step to enter the AR System Server DB info I get:
Could not connect to ARSystem_dev with the parameters given. You can
create ARSystem_dev as a new AR System server . . . .
 
I have verified that the password used for ARAdmin by the dba was in
fact AR#Admin#.
Still can't get in.
I appears to complete the install if I tell it to create a new
ARSystem_dev but then I get an error at the end and the arerror.log file
has 
 
Thu Sep 18 12:05:20 2008  390600 : AR System server terminated -- fatal
error encountered (ARNOTE 21)
Thu Sep 18 12:06:01 2008 : Action Request System(R) Server Version
7.1.00 Build 200708221849
(c) Copyright 1991-2007 BMC Software, Inc. 
Thu Sep 18 12:06:01 2008  390695 : Unable to extract minor version from
Java VM version string: 10.0-b23 (ARERR 9130)
Thu Sep 18 12:06:01 2008  390600 : Failure during SQL operation to the
database (ARERR 552)
Thu Sep 18 12:06:01 2008 Cannot open database "ARSystem_dev"
requested by the login. The login failed. (SQL Server 4060)
Thu Sep 18 12:06:16 2008  390600 : Failure during SQL operation to the
database (ARERR 552)
 
I will try to do an uninstall and try again.
 
Thanks,

John J. Reiser 
Senior Software Development Analyst 
Remedy Administrator/Developer 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased
by me 
  

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, September 18, 2008 3:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 install on a virtual machine Windows 2008


** 

Hi John,

 

On MS-SQL it is enough for the ARAdmin user to be the dbo of the
ARSystem database. If the database has already been created, and the
database user has already been created with the default ar#admin#
password, the install script should be able to connect to the MS-SQL
database without the need for the sa user name and password.

 

You may need to create a configuration file (ar.cfg file in the expected
directory) to fool the system that you are either doing a system upgrade
or an overwrite, failing which I think the installation might not
proceed as it will not find the ar.cfg file and will attempt to create a
new instance for which it will require the sa username and password..

 

Joe


- Original Message 
From: "Reiser, John J" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 3:08:54 PM
Subject: ARS 7.1 install on a virtual machine Windows 2008

Hello Listers,

ARS 7.1 
Virtual Machine MS Windows Enterprise 2008
Remote MS SQL 2005 DB

I am trying to get a development box built on this VM. The DBA created a
DB for me, calling it ARSystem_dev and giving ARAdmin dbo permissions
though it is not the dbo account.

When I have done installations in the past I always had the SA account
password. That is not allowed on this massive SQL Server.

I have been made the dbo with my domain account but I am not a domain
admin.

I need to know, since the install instructions don't seem to have many
options, just exactly how I need to configure the accounts on the server
and in the DB to get this installation to work.

Do I really need to be a domain admin? If so I guess I have to get one
of them to do the installation.
Also, does the Run As account for the BMC Remedy ARSystem Server need to
be a domain admin or just a local admin.

Thanks in advance and good to here from the Ike survivors.

John J. Reiser
Senior Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased
b

Re: Mail Error (A possible SPAM???) - Sorry

[Joe DeSouza]

Thats ok, having not received a response from you I thought it might have been 
someone attempting to spam the list..
 
Joe


- Original Message 
From: johnson karicotte <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 4:58:25 PM
Subject: Re: Mail Error (A possible SPAM???) - Sorry

** Joe,
 
Sorry for the inconvenience caused by my test mail. I tested with my 
subscription status.
 
Thanks
 
Johnson K R




Date: Thu, 18 Sep 2008 13:46:38 -0700
From: [EMAIL PROTECTED]
Subject: Re: Mail Error (A possible SPAM???)
To: arslist@ARSLIST.ORG

** 

I got about 4 since yesterday, and I did try to write offline to Johnson 
informing him that if he is a new subsrciber, and is testing his subscription 
status by sending a test mail, that it is working but didn't get a response 
from him and these mail continue coming in.. I wonder if this is a ficticious 
account from some spammer?
 
Joe




- Original Message 
From: LJ Longwing <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 4:40:34 PM
Subject: Re: Mail Error

** 
I got one



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Thursday, September 18, 2008 2:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mail Error

** 
Has everyone on the list been receiving an email from this address with the 
contents as seen below? Or is it just me?
 
Joe



- Original Message 
From: johnson karicotte <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 4:25:05 PM
Subject: Mail Error

** Mail Error




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Harrison, Cindy is out of the office.

[Cindy Harrison]

I will be out of the office starting Thu 09/18/2008 and will not return
until Tue 09/23/2008.

I am attending Kawasaki's annual dealer meeting in Dallas Texas.  I will
respond to your message when I return.

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ARWARN 9351 error

[sivarama velicheti]

Hi Group,

I just wanted to know if anyone faced this warning message *(ARWARN
9351) Unable to setup data connection, which is preventing the application
from working correctly*. I looked up the AR System error messages and the
only extra addition that I could find for the error was "An internal error
occurred during a back channel request from the browser to the mid tier
server". How do I get rid of this error message? I have set the work view
refresh setting to 1 minute and the minute the screen refreshes this warning
message pops up. I am on AR Server 7.1 and Mid-Tier 7.1.

Thanks

Sivarama

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Re: ITSM7 Install Woes

[Schon, Stuart]

Hi and thanks for the replies

 

To Joe: I accepted the Id offered (Demo) and enter the right password
(default for Demo)

To Gordon: yes, I am logged in as root.

 

Regards

Stuart Schon



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frank, Gordon M. (CMS/CTR)
Sent: 19 September 2008 00:46
To: arslist@ARSLIST.ORG
Subject: Re: ITSM7 Install Woes

 

Are you logging in as ROOT? 

 

If you are not, there are specific setup requirements for a NON-ROOT
install (see documentation). Some of these are not obvious and you may
have to get you UNIX administrators to look as the install scripts.

 

Gordon M. Frank

Lockheed Martin

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, September 18, 2008 10:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM7 Install Woes

 

Have you entered all the right authentication information when it
prompts you for the Admin user ID (username, password, arserver name and
port??)

 

Joe

 

- Original Message 
From: "Schon, Stuart" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 3:13:33 AM
Subject: ITSM7 Install Woes

** 

Hi

 

I have been trying to install 1 or any of the itsm 7.0.3 base apps (I
have tried them all with the same result). 

 

I get to the point where it asks for a valid AR System Administrator and
then nothing - I get the message

Enter a valid AR System Administrator ID?  [Demo]

Enter the password for the AR System Administrator?

Verifying admin user ...

[ERROR] Cannot establish a network connection to the AR System server

Please make sure that the server is running and try again.

 

This is a brand new install. I have installed all of the base products
and I can log onto AR Server via admin and user tools using the Demo id
so ?

Make sure the following software is installed and licensed (where
needed) before you proceed with the installation.

 

- BMC Remedy AR System Server 7.0.01 Patch 004 or later

- BMC AR System Assignment Engine 7.0.01 or later

- BMC Atrium CMDB 2.0.01 or later

 

 

The install is on a Solaris 5.10 v490 box accessing a remote 10.2.1
Oracle DB.

 

Currently installed is AR Server 7.1 p2; Approval, Assignment, FB and
Email engines; and CMDB 2.1 plus extensions.

 

 

Any ideas would help.

Regards

Stuart Schon

 

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Re: SLM Module on ARS 7.0.1

[Schon, Stuart]

I have, 

 

You need to run Xwindows to run the install via the GUI otherwise it
just hangs in a terminal or ssh session

 

Regards

Stuart Schon



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz
Sent: 18 September 2008 04:28
To: arslist@ARSLIST.ORG
Subject: SLM Module on ARS 7.0.1

 

** 

Hi All


Has anyone installed and implemented the SLM Module on Solaris?

I have a few questions I would like to ask if possible

Please email me directly or reply to the list which ever is more
convenient

 

Many thanks

 

shafqa


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Re: ITSM7 Install Woes

[Joe DeSouza]

Strip Demo off its password and try again.. Maybe there is a bug in the install 
script where it is hardcoding a blank password for Demo? I had faced that 
problem years ago while installing the connector for Palm 3..
 
Joe



- Original Message 
From: "Schon, Stuart" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 7:15:18 PM
Subject: Re: ITSM7 Install Woes

** 
Hi and thanks for the replies
 
To Joe: I accepted the Id offered (Demo) and enter the right password (default 
for Demo)
To Gordon: yes, I am logged in as root.
 
Regards
Stuart Schon



From:Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Frank, Gordon M. (CMS/CTR)
Sent: 19 September 2008 00:46
To: arslist@ARSLIST.ORG
Subject: Re: ITSM7 Install Woes
 
Are you logging in as ROOT? 
 
If you are not, there are specific setup requirements for a NON-ROOT install 
(see documentation). Some of these are not obvious and you may have to get you 
UNIX administrators to look as the install scripts.
 
Gordon M. Frank
Lockheed Martin
 



From:Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Joe DeSouza
Sent: Thursday, September 18, 2008 10:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM7 Install Woes
 
Have you entered all the right authentication information when it prompts you 
for the Admin user ID (username, password, arserver name and port??)
 
Joe
 
- Original Message 
From: "Schon, Stuart" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 3:13:33 AM
Subject: ITSM7 Install Woes

** 
Hi
 
I have been trying to install 1 or any of the itsm 7.0.3 base apps (I have 
tried them all with the same result). 
 
I get to the point where it asks for a valid AR System Administrator and then 
nothing – I get the message
Enter a valid AR System Administrator ID?  [Demo]
Enter the password for the AR System Administrator?
    Verifying admin user ...
[ERROR] Cannot establish a network connection to the AR System server
    Please make sure that the server is running and try again.
 
This is a brand new install. I have installed all of the base products and I 
can log onto AR Server via admin and user tools using the Demo id so ….?
Make sure the following software is installed and licensed (where needed) 
before you proceed with the installation.
 
- BMC Remedy AR System Server 7.0.01 Patch 004 or later
- BMC AR System Assignment Engine 7.0.01 or later
- BMC Atrium CMDB 2.0.01 or later
 
 
The install is on a Solaris 5.10 v490 box accessing a remote 10.2.1 Oracle DB.
 
Currently installed is AR Server 7.1 p2; Approval, Assignment, FB and Email 
engines; and CMDB 2.1 plus extensions.
 
 
Any ideas would help.
Regards
Stuart Schon
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Re: ITSM7 Install Woes

[Schon, Stuart]

Demo doesn't have a password, I haven't altered it from the initial
install. I created a new user called admin with the same result. I gave
it a password and no change

 

Its very strange as I have done this before to stand up another server
and there were absolutely no problems.

 

 

 

>From the logs: pg /usr/tmp/incident_log/incident_all.log

 

To install BMC Remedy Incident Management,

specify the directory where AR System is installed

 

The default path is read from your AR System monitor

configuration file /etc/arsystem/msmkardr02/armonitor.conf.

 

What is the AR System installation directory?

  [/opt/ar/msmkardr02]

/opt/ar/msmkardr02 is the AR System installation directory.

Is this correct?  [y]

The following AR System configuration file is found:
/opt/ar/msmkardr02/conf/ar.conf

 

Entering func: IsARSRunning

Entering func: get_AR_port_number

Enter the TCP/IP port for AR System server msmkardr02  [2010]

The installer will use TCP/IP port 2010

Is it correct?  [y]

AR System port: 2010

 

Entering func: get_admin_login

To install an application on AR System, you must

have a valid AR System Administrator ID and password

 

Enter a valid AR System Administrator ID?  [Demo]

Enter the password for the AR System Administrator?

Entering func: verify_admin_login

Verifying admin user ... RIKVerifyAdmin

[ERROR] Non-zero code returned from VerifyAdmin.

Please check logs in /usr/tmp/incident_log/Logs.

[ERROR] Cannot establish a network connection to the AR System server

 

# pg /usr/tmp/incident_log/Logs/RemedyIncidentManagement.log

[Fri Sep 19 10:08:52.762] rikMain- Log files created

[Fri Sep 19 10:08:52.762] rikMain- Version Info

rik utility 7.0 Drop 1; Mig 7.0; AR System API 7.0.01 Patch 004
200708262106;

[Fri Sep 19 10:08:52.762] rikMain- Subcommand is: veradmin

[Fri Sep 19 10:08:52.762] rikMain- Following will show parameters as
received by rik

[Fri Sep 19 10:08:52.763] rikMain- Using 7200 seconds for the Normal
timeout.

[Fri Sep 19 10:08:52.763] rikMain- Using 14400 seconds for the Long
timeout.

[Fri Sep 19 10:08:52.763] rikMain- Using 21600 seconds for the Extra
Long timeout.

[ERROR][Fri Sep 19 10:08:52.782] VerifyControl- Unable to connect to the
AR System Server.

[ERROR][Fri Sep 19 10:08:52.782] VerifyControl- 90 Cannot establish a
network connection to the AR System server msmkardr02

[ERROR][Fri Sep 19 10:08:52.783] rikMain- Problem with verification of
user/pw/server information

[Fri Sep 19 10:08:59.830] rikMain- Log files created

[Fri Sep 19 10:08:59.831] rikMain- Version Info

rik utility 7.0 Drop 1; Mig 7.0; AR System API 7.0.01 Patch 004
200708262106;

[Fri Sep 19 10:08:59.831] rikMain- Subcommand is: veradmin

[Fri Sep 19 10:08:59.831] rikMain- Following will show parameters as
received by rik

[Fri Sep 19 10:08:59.832] rikMain- Using 7200 seconds for the Normal
timeout.

[Fri Sep 19 10:08:59.832] rikMain- Using 14400 seconds for the Long
timeout.

[Fri Sep 19 10:08:59.832] rikMain- Using 21600 seconds for the Extra
Long timeout.

[ERROR][Fri Sep 19 10:08:59.850] VerifyControl- Unable to connect to the
AR System Server.

[ERROR][Fri Sep 19 10:08:59.850] VerifyControl- 90 Cannot establish a
network connection to the AR System server msmkardr02

[ERROR][Fri Sep 19 10:08:59.850] rikMain- Problem with verification of
user/pw/server information

[Fri Sep 19 10:09:18.596] rikMain- Log files created

[Fri Sep 19 10:09:18.596] rikMain- Version Info

 

Regards

Stuart Schon

BA - Remedy Solutions



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: 19 September 2008 10:02
To: arslist@ARSLIST.ORG
Subject: Re: ITSM7 Install Woes

 

Strip Demo off its password and try again.. Maybe there is a bug in the
install script where it is hardcoding a blank password for Demo? I had
faced that problem years ago while installing the connector for Palm 3..

 

Joe

 

- Original Message 
From: "Schon, Stuart" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, September 18, 2008 7:15:18 PM
Subject: Re: ITSM7 Install Woes

** 

Hi and thanks for the replies

 

To Joe: I accepted the Id offered (Demo) and enter the right password
(default for Demo)

To Gordon: yes, I am logged in as root.

 

Regards

Stuart Schon



From: Action Request System discussion list(ARSList) [mailto:

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Ranking rows in Oracle

[Rick Cook]

Looking for some help in debugging my syntax - Remedy says I'm missing a 
parameter, but not which one.

What I want to do is take a table with 100+ rows, and only return the 10 with 
the highest value in an integer field, ranked in descending order.

Here's the syntax that's failing:

SELECT Product_Categorization_Tier_1, Usage
(SELECT Product_Categorization_Tier_1, Usage dense_rank() over 
(ORDER BY Usage desc) 
FROM CIS_PCT_ProductCategoryUsage)
 WHERE ((Company = '$11$') OR (Company = '- Global -'))
AND (Help_Desk_Selection = 0)
AND ((Assigned_Group = '$100217$') OR (Assigned_Group IS NULL)) 
AND (Status_PDA = 1)

I'd appreciate some help on this one.

Rick

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active link fire condition..

[priyanka_sareen]

hi,
i want to build a workflow which calculates and captures some date time
field's difference in an integer field. 
I want to fire that workflow only when the requester view of form is opened.
But, it is currently firing on support view of the form also, and since the
fields i am talking about are not in the support view of the form, it thros
me an error.
what should be the run if condition of such an active link.
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Re: active link fire condition..

[Bhagawat, Prashanth]

Modify active link to fire on only the view on which its supposed to
fire 

Using $VUI$ = "view name of the form"


$VUI$ =   (The label of the form view displayed in the active window)

Prashanth


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of priyanka_sareen
Sent: 19 September 2008 10:26
To: arslist@ARSLIST.ORG
Subject: active link fire condition..

hi,
i want to build a workflow which calculates and captures some date time
field's difference in an integer field. 
I want to fire that workflow only when the requester view of form is
opened.
But, it is currently firing on support view of the form also, and since
the fields i am talking about are not in the support view of the form,
it thros me an error.
what should be the run if condition of such an active link.
--
View this message in context:
http://www.nabble.com/active-link-fire-condition..-tp19566239p19566239.h
tml
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: active link fire condition..

[Rohini Prasher]

You can use the keyword "VUI" in Run if Qualification of active link.

Rohini

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of priyanka_sareen
Sent: Friday, September 19, 2008 10:26 AM
To: arslist@ARSLIST.ORG
Subject: active link fire condition..

hi,
i want to build a workflow which calculates and captures some date time
field's difference in an integer field.
I want to fire that workflow only when the requester view of form is opened.
But, it is currently firing on support view of the form also, and since the
fields i am talking about are not in the support view of the form, it thros
me an error.
what should be the run if condition of such an active link.
--
View this message in context: 
http://www.nabble.com/active-link-fire-condition..-tp19566239p19566239.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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