date:20081124

2008-11-24 Thread Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE

I'm assuming there are no messages going into the arerror.log or anything
like that?  How about the armonitor.log?  Try turning on Thread logging
(very small output) and see if you can see anything happening with threads
at the time it hangs.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC 96
CS/SCCE
Sent: Monday, November 24, 2008 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance


** 

Hi everyone:

 

This problem has me perplexed.

 

At a site I support, the Remedy server inexplicably stops responding to
requests.  It's very intermittent.  It runs fine for awhile, then seemingly
without warning, it just hangs.  Users attempting to log on get stuck at the
Setting server port dialog, which eventually times out.

 

Other users who are already logged who try to pull up a ticket get stuck at
a blank screen that never comes back.

 

To resolve the issue, they have to bounce the Remedy server service.  The
system works for awhile.until it hangs up again.

 

Any ideas what might be causing this?

 

-  I have monitored CPU utilization when this occurs, and the CPU
hums along at about 3% - 5% utilization

-  Network utilization is flat-lined whenever this occurs (i.e., no
spike)

-  Memory utilization appears normal

-  CNET bandwidth tests resolve to better than dedicated T1
performance (for what that's worth)

 

Any thoughts are greatly appreciated.

 

The interesting thing is, we have the same exact Remedy apps running on the
same exact type of server in the same exact environment in four other
locations, and those four other locations never experience any problems.

 

Norm

 

Remedy ARS 6.3

Microsoft SQL 2000 SP4

Microsoft Windows 2000 SP2

100% Custom Apps - No ITSM

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

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Re: Intermittent, Spotty ARS Performance

1.4.2_14

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer L
Sent: Monday, November 24, 2008 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance

** 

What java version are you running?

Jennifer Meyer

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance

Hi everyone:

This problem has me perplexed.

At a site I support, the Remedy server inexplicably stops responding to
requests.  It's very intermittent.  It runs fine for awhile, then
seemingly without warning, it just hangs.  Users attempting to log on
get stuck at the Setting server port dialog, which eventually times
out.

Other users who are already logged who try to pull up a ticket get stuck
at a blank screen that never comes back.

To resolve the issue, they have to bounce the Remedy server service.
The system works for awhile...until it hangs up again.

Any ideas what might be causing this?

-  I have monitored CPU utilization when this occurs, and the
CPU hums along at about 3% - 5% utilization

-  Network utilization is flat-lined whenever this occurs (i.e.,
no spike)

-  Memory utilization appears normal

-  CNET bandwidth tests resolve to better than dedicated T1
performance (for what that's worth)

Any thoughts are greatly appreciated.

The interesting thing is, we have the same exact Remedy apps running on
the same exact type of server in the same exact environment in four
other locations, and those four other locations never experience any
problems.

Norm

Remedy ARS 6.3

Microsoft SQL 2000 SP4

Microsoft Windows 2000 SP2

100% Custom Apps - No ITSM

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

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AW: Intermittent, Spotty ARS Performance

2008-11-24 Thread Martin, Conny

Hi Norm,
 
Can you log on with Remedy Administrator while the server ist not
responding?
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von LJ Longwing
Gesendet: Montag, 24. November 2008 18:15
An: arslist@ARSLIST.ORG
Betreff: Re: Intermittent, Spotty ARS Performance


** 
I'm assuming there are no messages going into the arerror.log or
anything like that?  How about the armonitor.log?  Try turning on Thread
logging (very small output) and see if you can see anything happening
with threads at the time it hangs.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance


** 

Hi everyone:

 

This problem has me perplexed.

 

At a site I support, the Remedy server inexplicably stops responding to
requests.  It's very intermittent.  It runs fine for awhile, then
seemingly without warning, it just hangs.  Users attempting to log on
get stuck at the Setting server port dialog, which eventually times
out.

 

Other users who are already logged who try to pull up a ticket get stuck
at a blank screen that never comes back.

 

To resolve the issue, they have to bounce the Remedy server service.
The system works for awhile...until it hangs up again.

 

Any ideas what might be causing this?

 

-  I have monitored CPU utilization when this occurs, and the
CPU hums along at about 3% - 5% utilization

-  Network utilization is flat-lined whenever this occurs (i.e.,
no spike)

-  Memory utilization appears normal

-  CNET bandwidth tests resolve to better than dedicated T1
performance (for what that's worth)

 

Any thoughts are greatly appreciated.

 

The interesting thing is, we have the same exact Remedy apps running on
the same exact type of server in the same exact environment in four
other locations, and those four other locations never experience any
problems.

 

Norm

 

Remedy ARS 6.3

Microsoft SQL 2000 SP4

Microsoft Windows 2000 SP2

100% Custom Apps - No ITSM

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

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Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

2008-11-24 Thread Michaud, Christopher W Mr CTR USA MEDCOM USAMITC

Classification:  UNCLASSIFIED 
Caveats: NONE

Norm,

You may want to look closer at the SQL side. Look for locks. Perhaps
someone querying a diary or un-indexed field. Also, are you using SQL
replication? In particular, are snapshots turned on?


Christopher Michaud

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance

** 

Hi everyone:

 

This problem has me perplexed.

 

At a site I support, the Remedy server inexplicably stops responding to
requests.  It's very intermittent.  It runs fine for awhile, then
seemingly without warning, it just hangs.  Users attempting to log on
get stuck at the Setting server port dialog, which eventually times
out.

 

Other users who are already logged who try to pull up a ticket get stuck
at a blank screen that never comes back.

 

To resolve the issue, they have to bounce the Remedy server service.
The system works for awhile...until it hangs up again.

 

Any ideas what might be causing this?

 

-  I have monitored CPU utilization when this occurs, and the
CPU hums along at about 3% - 5% utilization

-  Network utilization is flat-lined whenever this occurs (i.e.,
no spike)

-  Memory utilization appears normal

-  CNET bandwidth tests resolve to better than dedicated T1
performance (for what that's worth)

 

Any thoughts are greatly appreciated.

 

The interesting thing is, we have the same exact Remedy apps running on
the same exact type of server in the same exact environment in four
other locations, and those four other locations never experience any
problems.

 

Norm

 

Remedy ARS 6.3

Microsoft SQL 2000 SP4

Microsoft Windows 2000 SP2

100% Custom Apps - No ITSM

__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___ 
Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: Java API Question

2008-11-24 Thread Thilo Stapff

It is probably not necessary to check beforehand if a field with the 
same ID doesn't exist. If it does, the create function should fail and 
throw an exception (most likely ARERR 407, Duplicate field or VUI-ID in 
the definition), which your program then might catch and handle somehow.


Regards,
Thilo Stapff


Phil Murnane wrote:

I'm using the 7.1 Java API to create a new field on a form.  Be
All:

I'm using the 7.1 Java API to create a new field on a form.  Before creating 
the field, I'd like to make sure a field with the same Field ID does not 
already exist.  I found the isPresent() method of the Field object in the 
javadocs, but since a generic Field cannot be instantiated (must use 
CharacterField or IntegerField, etc), how do I use isPresent() to check for any 
type existing field with a given Field ID?  Do I have to first check for an 
AttachmentField, then check for an AttachmentPoolField, then check for a 
CharacterField, etc?

Sorry if this is a dumb question -- I'm new at this OO programming stuff.

TIA,
--Phil


  


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API to Create Remedy Objects

2008-11-24 Thread Frank Caruso

I've been wondering, based on an earlier post, why you would used the Remedy
API to create Remedy objects such as forms, fields, alinks, etc?

Maybe some users could share me what they have built using the API in this
manner.

Thank you

Frank

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Re: Java API Question

2008-11-24 Thread Carey Matthew Black

Phil,

I think your looking in the wrong class...

com.bmc.arsys.api.ARServerUser.getField(String form, int fieldId)

In this case I think you want the getField to throw an
com.bmc.arsys.api.ARException
 ( if object is not loaded) then you add the field you want in the
catch block. :)

HTH.

-- 
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 Mon, Nov 24, 2008 at 12:12 PM, Phil Murnane [EMAIL PROTECTED] wrote:
 I'm using the 7.1 Java API to create a new field on a form.  Be
 All:

 I'm using the 7.1 Java API to create a new field on a form.  Before creating 
 the field, I'd like to make sure a field with the same Field ID does not 
 already exist.  I found the isPresent() method of the Field object in the 
 javadocs, but since a generic Field cannot be instantiated (must use 
 CharacterField or IntegerField, etc), how do I use isPresent() to check for 
 any type existing field with a given Field ID?  Do I have to first check for 
 an AttachmentField, then check for an AttachmentPoolField, then check for a 
 CharacterField, etc?

 Sorry if this is a dumb question -- I'm new at this OO programming stuff.

 TIA,
 --Phil

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Re: Java API Question

2008-11-24 Thread Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE

If you would like to get a list of existing Field ID's on a form you want to
look to your ARServerUser object and use the method getListField.  You would
want to use the form and the constant Constants.AR_FIELD_TYPE_ALL leaving
the 3rd parameter either non existent, or set it to 0 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Phil Murnane
Sent: Monday, November 24, 2008 10:12 AM
To: arslist@ARSLIST.ORG
Subject: Java API Question

I'm using the 7.1 Java API to create a new field on a form.  Be
All:

I'm using the 7.1 Java API to create a new field on a form.  Before creating
the field, I'd like to make sure a field with the same Field ID does not
already exist.  I found the isPresent() method of the Field object in the
javadocs, but since a generic Field cannot be instantiated (must use
CharacterField or IntegerField, etc), how do I use isPresent() to check for
any type existing field with a given Field ID?  Do I have to first check for
an AttachmentField, then check for an AttachmentPoolField, then check for a
CharacterField, etc?

Sorry if this is a dumb question -- I'm new at this OO programming stuff.

TIA,
--Phil

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Re: Intermittent, Spotty ARS Performance

Haven't tried logging on; however, when this happened last I
coincidentally had the Admin tool already opened, so I poked around and
was able to open objects (ALs, forms, etc.) without a problem.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Martin, Conny
Sent: Monday, November 24, 2008 11:19 AM
To: arslist@ARSLIST.ORG
Subject: AW: Intermittent, Spotty ARS Performance

** 
Hi Norm,

Can you log on with Remedy Administrator while the server ist not
responding?

Kind Regards Conny

Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von LJ Longwing
Gesendet: Montag, 24. November 2008 18:15
An: arslist@ARSLIST.ORG
Betreff: Re: Intermittent, Spotty ARS Performance

** 
I'm assuming there are no messages going into the arerror.log or
anything like that?  How about the armonitor.log?  Try turning on Thread
logging (very small output) and see if you can see anything happening
with threads at the time it hangs.

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance

** 

Hi everyone:

This problem has me perplexed.

At a site I support, the Remedy server inexplicably stops responding to
requests.  It's very intermittent.  It runs fine for awhile, then
seemingly without warning, it just hangs.  Users attempting to log on
get stuck at the Setting server port dialog, which eventually times
out.

Other users who are already logged who try to pull up a ticket get stuck
at a blank screen that never comes back.

To resolve the issue, they have to bounce the Remedy server service.
The system works for awhile...until it hangs up again.

Any ideas what might be causing this?

-  I have monitored CPU utilization when this occurs, and the
CPU hums along at about 3% - 5% utilization

-  Network utilization is flat-lined whenever this occurs (i.e.,
no spike)

-  Memory utilization appears normal

-  CNET bandwidth tests resolve to better than dedicated T1
performance (for what that's worth)

Any thoughts are greatly appreciated.

The interesting thing is, we have the same exact Remedy apps running on
the same exact type of server in the same exact environment in four
other locations, and those four other locations never experience any
problems.

Norm

Remedy ARS 6.3

Microsoft SQL 2000 SP4

Microsoft Windows 2000 SP2

100% Custom Apps - No ITSM

__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the
Answers Are html___ 
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Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

2008-11-24 Thread Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE

Yes, that's my suspicion.  I have a big suspicion that people are
searching the worklog diary field.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR
USA MEDCOM USAMITC
Sent: Monday, November 24, 2008 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

Norm,

You may want to look closer at the SQL side. Look for locks. Perhaps
someone querying a diary or un-indexed field. Also, are you using SQL
replication? In particular, are snapshots turned on?

Christopher Michaud

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance

** 

Hi everyone:

This problem has me perplexed.

At a site I support, the Remedy server inexplicably stops responding to
requests.  It's very intermittent.  It runs fine for awhile, then
seemingly without warning, it just hangs.  Users attempting to log on
get stuck at the Setting server port dialog, which eventually times
out.

Other users who are already logged who try to pull up a ticket get stuck
at a blank screen that never comes back.

To resolve the issue, they have to bounce the Remedy server service.
The system works for awhile...until it hangs up again.

Any ideas what might be causing this?

-  I have monitored CPU utilization when this occurs, and the
CPU hums along at about 3% - 5% utilization

-  Network utilization is flat-lined whenever this occurs (i.e.,
no spike)

-  Memory utilization appears normal

-  CNET bandwidth tests resolve to better than dedicated T1
performance (for what that's worth)

Any thoughts are greatly appreciated.

The interesting thing is, we have the same exact Remedy apps running on
the same exact type of server in the same exact environment in four
other locations, and those four other locations never experience any
problems.

Norm

Remedy ARS 6.3

Microsoft SQL 2000 SP4

Microsoft Windows 2000 SP2

100% Custom Apps - No ITSM

__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___ 
Classification:  UNCLASSIFIED 
Caveats: NONE

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Resolved: Java API Question

2008-11-24 Thread Phil Murnane

Thanks, everyone, for your suggestions.  I think I'll go with trapping the 
error off a getField() call.

Thanks Again,
--Phil



- Original Message 
From: LJ Longwing [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 10:54:27 AM
Subject: Re: Java API Question

If you would like to get a list of existing Field ID's on a form you want to
look to your ARServerUser object and use the method getListField.  You would
want to use the form and the constant Constants.AR_FIELD_TYPE_ALL leaving
the 3rd parameter either non existent, or set it to 0 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Phil Murnane
Sent: Monday, November 24, 2008 10:12 AM
To: arslist@ARSLIST.ORG
Subject: Java API Question

I'm using the 7.1 Java API to create a new field on a form.  Be
All:

I'm using the 7.1 Java API to create a new field on a form.  Before creating
the field, I'd like to make sure a field with the same Field ID does not
already exist.  I found the isPresent() method of the Field object in the
javadocs, but since a generic Field cannot be instantiated (must use
CharacterField or IntegerField, etc), how do I use isPresent() to check for
any type existing field with a given Field ID?  Do I have to first check for
an AttachmentField, then check for an AttachmentPoolField, then check for a
CharacterField, etc?

Sorry if this is a dumb question -- I'm new at this OO programming stuff.

TIA,
--Phil


      


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Re: API to Create Remedy Objects

2008-11-24 Thread Phil Murnane

Frank:

In my case, I need to add the same set of fields to all non-audit regular 
forms, which would be rather tedious via the Admin Tool in a fully loaded ITSM7 
server. :)  I've also used Java API to add many forms to a single Filter or 
Active Link, to set Auditing up a certain way on many forms ( on many 
fields).  Basically it's handy whenever you want to do the same thing over  
over.

FWIW,
--Phil





From: Frank Caruso [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 10:44:18 AM
Subject: API to Create Remedy Objects

** I've been wondering, based on an earlier post, why you would used the Remedy 
API to create Remedy objects such as forms, fields, alinks, etc?

Maybe some users could share me what they have built using the API in this 
manner.

Thank you

Frank



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SRM - Customize DVF in main window

2008-11-24 Thread Mauricio M.

Hello everyone,

Has anyone managed to manipulate the DVF that contains the main window
and service catalogue funcionality in BMC Remedy SRM? Anyone would be
so gentle to provide some guidance on where to find the java code in
order to hide or disable the ADD TO CART button?

DVF functionality is powerful but it leaves you in very bad shape if
you are not familiar with external programming languages, needless to
say it is kind of odd that one cannot easily customize the application
and it is an AR System based application, you expect to have direct
full control of objects and workflow via Remedy Administrator.

Thank you,
BR,
-Mauricio

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Hornsby, Tambre L is out of the office.

2008-11-24 Thread Tambre L Hornsby/AC/VCU

I will be out of the office starting  11/24/2008 and will not return until
12/01/2008.

I will respond to your message when I return.  If this is an urgent matter
please call the Help Desk at 828-2227.

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Re: Can’t resize form view SOLVED

2008-11-24 Thread Dwayne Martin

I was wrong.  It wasn't a hidden field.  But it was Display as Text which 
explains why I couldn't see it in the Admin tool

Dwayne Martin
James Madison University

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---BeginMessage---
Thanks, Fred,

When I read your letter my first reaction was, Come now, the User tool doesn't 
expand to display all the fields.  I have fields off to the right of the 
display on all my forms.

BUT it turns out that a Dialog window DOES expand to include all the fields (at 
least in the User tool, but apparently not in Mid-Tier).  I had a display-only, 
hidden character field with no label that I couldn't even see in the Admin 
tool.  I got rid of it, and now the views display normally.

Thank you too, David, for your suggestion.

Gratefully yours,
Dwayne



 Original message 
Date: Fri, 21 Nov 2008 15:28:14 -0600
From: Grooms, Frederick W [EMAIL PROTECTED]  
Subject: Re: Can’t resize form view  
To: arslist@ARSLIST.ORG

Are there any fields at the right edge of those specific views?  I seem to 
remember the User tool automatically expanding a view when there were fields 
to display.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Dwayne Martin
Sent: Friday, November 21, 2008 3:26 PM
To: arslist@ARSLIST.ORG
Subject: Can’t resize form view

Dear List,

We have a Display-Only, Standard form that we use for dialogs.   It has 
several views, most of which appear normally in the User tool.  But two of the 
views (one is a copy of the other) are elongated horizontally.  And no matter 
how often we re-size them in the Admin tool, they stay elongated in the User 
tool.  But they display properly in Mid-Tier.

After editing, we save our view before opening a new view, and when we close 
the form and re-display it, the views show their new size in the Admin tool, 
but not in the User tool.  

I cleared out the cache on my own computer, and displayed the views on a 
virgin computer that had never had Remedy installed on it before, but they 
still appear elongated.

What am I missing?

Dwayne Martin
James Madison University

(ARS, User and Admin tool 7.1 patch 3, RH Linux server, Oracle 10.2 db)

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---End Message---

Re: API to Create Remedy Objects

2008-11-24 Thread Carey Matthew Black

And...

You can walk existing objects to make sure permissions, labels,
field DB names, help text match for a given field ID too.

For all the same reasons you would write any program... you might want
to automate, simplify, document, log, track, anything done to develop
your ARS applications.

I have even spent sometime on a program to move objects from an ARS
Development server to Production. You know, so I can get some sleep at
night. :) And not have to use the monster, or spend the money on that
thing they call Migrator.

-- 
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 Mon, Nov 24, 2008 at 1:10 PM, Phil Murnane [EMAIL PROTECTED] wrote:
 **
 Frank:

 In my case, I need to add the same set of fields to all non-audit regular
 forms, which would be rather tedious via the Admin Tool in a fully loaded
 ITSM7 server. :)  I've also used Java API to add many forms to a single
 Filter or Active Link, to set Auditing up a certain way on many forms ( on
 many fields).  Basically it's handy whenever you want to do the same thing
 over  over.

 FWIW,
 --Phil

 
 From: Frank Caruso [EMAIL PROTECTED]
 To: arslist@ARSLIST.ORG
 Sent: Monday, November 24, 2008 10:44:18 AM
 Subject: API to Create Remedy Objects

 ** I've been wondering, based on an earlier post, why you would used the
 Remedy API to create Remedy objects such as forms, fields, alinks, etc?

 Maybe some users could share me what they have built using the API in this
 manner.

 Thank you

 Frank

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Re: SQL Reporing Services - making sense of Remedy Table structure

2008-11-24 Thread Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE

Welcome to the joy of reporting from Remedy :-

There is database documentation, IMHO its as good as some m/soft
documentation l have found. If anyone understands it please let me know!

Well done for using the tables, the OBDC link that is supplied is unless to
say the least, in particular for advance reporting esp enterprise reporting.

Some banana skins, to be aware of

Date fields are epoch dates e.g. number of seconds after 01/01/1970 00:00:00
this can be solved using TSQL functions.

On the forms you will see a pull down list, the values stored in the field,
are a numeric value. However you can use a function, to look up the value.

I have TSQL functions for the above done in SQL 2005 if you want.

Some of the look up values between the tables are not obvious to the say the
least, the HPD_Help_Desk form and the SLA form springs to mind. I do not
have the details to hand at the moment as I'm at home. This is particular
ITSM, where a number of the relationships as based on GUID number's. I'm
sure its in the system somewhere however l have not found it yet. Nor does
there seem to be any central point of information, be that website or
document.

When a form is created, a corresponding view with the same name is created.
So you will find a view called HPD_Help_Desk, which corresponds to the form
of the same name.

From what l can see of your reporting requirements, l agree with Matthew
Gayford.

My job is reporting, at the moment l report from 3 versions of Remedy. As l
say to date whilst l have resolved a number of challenges, there are gaps in
my knowledge which l would like to plug. We also looking to use SSRS as
some point future to provide report for our customers.

Regards
Robert French
--
View this message in context:
http://www.nabble.com/SQL-Reporing-Services---making-sense-of-Remedy-Table-structure-tp20626113p20668739.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Searching Diaries WAS: Intermittent, Spotty ARS Performance

OK, I'm pretty confident the problem was being caused by users
constantly searching the worklog diary field on a form with 200,000+
tickets.  I was able to reproduce the behavior multiple times by doing a
diary search myself.

So...that leads me to wonder, how do the rest of the ARSListers handle
diary searches?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR
USA MEDCOM USAMITC
Sent: Monday, November 24, 2008 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

Norm,

You may want to look closer at the SQL side. Look for locks. Perhaps
someone querying a diary or un-indexed field. Also, are you using SQL
replication? In particular, are snapshots turned on?


Christopher Michaud

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance

** 

Hi everyone:

 

This problem has me perplexed.

 

At a site I support, the Remedy server inexplicably stops responding to
requests.  It's very intermittent.  It runs fine for awhile, then
seemingly without warning, it just hangs.  Users attempting to log on
get stuck at the Setting server port dialog, which eventually times
out.

 

Other users who are already logged who try to pull up a ticket get stuck
at a blank screen that never comes back.

 

To resolve the issue, they have to bounce the Remedy server service.
The system works for awhile...until it hangs up again.

 

Any ideas what might be causing this?

 

-  I have monitored CPU utilization when this occurs, and the
CPU hums along at about 3% - 5% utilization

-  Network utilization is flat-lined whenever this occurs (i.e.,
no spike)

-  Memory utilization appears normal

-  CNET bandwidth tests resolve to better than dedicated T1
performance (for what that's worth)

 

Any thoughts are greatly appreciated.

 

The interesting thing is, we have the same exact Remedy apps running on
the same exact type of server in the same exact environment in four
other locations, and those four other locations never experience any
problems.

 

Norm

 

Remedy ARS 6.3

Microsoft SQL 2000 SP4

Microsoft Windows 2000 SP2

100% Custom Apps - No ITSM

__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___ 
Classification:  UNCLASSIFIED 
Caveats: NONE


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Re: Very Urgent: Need to show formatted worklog in report

2008-11-24 Thread Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE

Your question is not clear.

What view and field are you looking, what value do you see in the form, and
what value do you see in the table?

Are you going direct to the tables, or using the OBDC link?
-- 
View this message in context: 
http://www.nabble.com/Very-Urgent%3A-Need-to-show-formatted-worklog-in-report-tp20656123p20668759.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: ARS for non Trouble Ticketing applications

2008-11-24 Thread Shoemaker, Gary

We have a custom application that tracks corrective actions.


Gary
505-284-1481

However beautiful the strategy, you should occasionally look at the results.

Sir Winston Churchill





From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Shellman, David
Sent: Monday, November 24, 2008 8:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS for non Trouble Ticketing applications

**
In addition to the Applications that Lisa noted, we also have a system that 
allocates Telecommunication charges to the appropriate departments.

If memory serves me correctly, a long time ago Kelly Deaver put together an 
application that could be used to track who was dating your teenager.

Dave

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of sam appecherla
Sent: Friday, November 14, 2008 11:22 AM
To: arslist@ARSLIST.ORG
Subject: ARS for non Trouble Ticketing applications

** Hi List,

Just curious to know..

Apart from using Remedy for HelpDesk, Trouble Ticketing and the kinds, what 
else can we do with this workflow engine for? Does anyone have a custom built 
product/application built on ARS apart from Trouble Ticketing kinds that you 
would like to share?

Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ 
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Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

2008-11-24 Thread Rootuja Ghatge

We prevent our users from searching the work log on production server via an 
active link firing on search.
It's a given performance killer. They have to use the reporting server to 
search the work log.

HTH,
Rootuja

_
Rootuja Ghatge
Senior Application Developer

CenterBeam, Inc.
30 Rio Robles
San Jose, CA 95134
Direct  (408) 750-0718
Fax (408) 750-0559
http://www.centerbeam.com


This email may contain confidential and privileged material for the sole use of 
the intended recipient. Any review or distribution by others is strictly 
prohibited. If you are not the intended recipient please contact the sender and 
delete all copies.



-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE
Sent: Monday, November 24, 2008 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance

OK, I'm pretty confident the problem was being caused by users
constantly searching the worklog diary field on a form with 200,000+
tickets.  I was able to reproduce the behavior multiple times by doing a
diary search myself.

So...that leads me to wonder, how do the rest of the ARSListers handle
diary searches?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR
USA MEDCOM USAMITC
Sent: Monday, November 24, 2008 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Norm,

You may want to look closer at the SQL side. Look for locks. Perhaps
someone querying a diary or un-indexed field. Also, are you using SQL
replication? In particular, are snapshots turned on?


Christopher Michaud

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance

**

Hi everyone:



This problem has me perplexed.



At a site I support, the Remedy server inexplicably stops responding to
requests.  It's very intermittent.  It runs fine for awhile, then
seemingly without warning, it just hangs.  Users attempting to log on
get stuck at the Setting server port dialog, which eventually times
out.



Other users who are already logged who try to pull up a ticket get stuck
at a blank screen that never comes back.



To resolve the issue, they have to bounce the Remedy server service.
The system works for awhile...until it hangs up again.



Any ideas what might be causing this?



-  I have monitored CPU utilization when this occurs, and the
CPU hums along at about 3% - 5% utilization

-  Network utilization is flat-lined whenever this occurs (i.e.,
no spike)

-  Memory utilization appears normal

-  CNET bandwidth tests resolve to better than dedicated T1
performance (for what that's worth)



Any thoughts are greatly appreciated.



The interesting thing is, we have the same exact Remedy apps running on
the same exact type of server in the same exact environment in four
other locations, and those four other locations never experience any
problems.



Norm



Remedy ARS 6.3

Microsoft SQL 2000 SP4

Microsoft Windows 2000 SP2

100% Custom Apps - No ITSM

__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___
Classification:  UNCLASSIFIED
Caveats: NONE


___
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Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

How do you block searches done on the Advanced Query Bar?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rootuja Ghatge
Sent: Monday, November 24, 2008 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

We prevent our users from searching the work log on production server
via an active link firing on search.
It's a given performance killer. They have to use the reporting server
to search the work log.

HTH,
Rootuja

_
Rootuja Ghatge
Senior Application Developer

CenterBeam, Inc.
30 Rio Robles
San Jose, CA 95134
Direct  (408) 750-0718
Fax (408) 750-0559
http://www.centerbeam.com

This email may contain confidential and privileged material for the sole
use of the intended recipient. Any review or distribution by others is
strictly prohibited. If you are not the intended recipient please
contact the sender and delete all copies.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance

OK, I'm pretty confident the problem was being caused by users
constantly searching the worklog diary field on a form with 200,000+
tickets.  I was able to reproduce the behavior multiple times by doing a
diary search myself.

So...that leads me to wonder, how do the rest of the ARSListers handle
diary searches?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR
USA MEDCOM USAMITC
Sent: Monday, November 24, 2008 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Norm,

You may want to look closer at the SQL side. Look for locks. Perhaps
someone querying a diary or un-indexed field. Also, are you using SQL
replication? In particular, are snapshots turned on?

Christopher Michaud

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance

**

Hi everyone:

This problem has me perplexed.

At a site I support, the Remedy server inexplicably stops responding to
requests.  It's very intermittent.  It runs fine for awhile, then
seemingly without warning, it just hangs.  Users attempting to log on
get stuck at the Setting server port dialog, which eventually times
out.

Other users who are already logged who try to pull up a ticket get stuck
at a blank screen that never comes back.

To resolve the issue, they have to bounce the Remedy server service.
The system works for awhile...until it hangs up again.

Any ideas what might be causing this?

-  I have monitored CPU utilization when this occurs, and the
CPU hums along at about 3% - 5% utilization

-  Network utilization is flat-lined whenever this occurs (i.e.,
no spike)

-  Memory utilization appears normal

-  CNET bandwidth tests resolve to better than dedicated T1
performance (for what that's worth)

Any thoughts are greatly appreciated.

The interesting thing is, we have the same exact Remedy apps running on
the same exact type of server in the same exact environment in four
other locations, and those four other locations never experience any
problems.

Norm

Remedy ARS 6.3

Microsoft SQL 2000 SP4

Microsoft Windows 2000 SP2

100% Custom Apps - No ITSM

__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___
Classification:  UNCLASSIFIED
Caveats: NONE

___
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Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are

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Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

2008-11-24 Thread Gayford, Matthew C.

Just turn off the advanced search option from the Form - Current View -  
Properties - Menu Access menu.

-Matt

Matthew C. Gayford
Application Developer  Remedy Administrator
University of North Carolina Wilmington 
(910) 962-7177


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE
Sent: Monday, November 24, 2008 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

How do you block searches done on the Advanced Query Bar?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rootuja Ghatge
Sent: Monday, November 24, 2008 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

We prevent our users from searching the work log on production server
via an active link firing on search.
It's a given performance killer. They have to use the reporting server
to search the work log.

HTH,
Rootuja

_
Rootuja Ghatge
Senior Application Developer

CenterBeam, Inc.
30 Rio Robles
San Jose, CA 95134
Direct  (408) 750-0718
Fax (408) 750-0559
http://www.centerbeam.com


This email may contain confidential and privileged material for the sole
use of the intended recipient. Any review or distribution by others is
strictly prohibited. If you are not the intended recipient please
contact the sender and delete all copies.



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance

OK, I'm pretty confident the problem was being caused by users
constantly searching the worklog diary field on a form with 200,000+
tickets.  I was able to reproduce the behavior multiple times by doing a
diary search myself.

So...that leads me to wonder, how do the rest of the ARSListers handle
diary searches?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR
USA MEDCOM USAMITC
Sent: Monday, November 24, 2008 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Norm,

You may want to look closer at the SQL side. Look for locks. Perhaps
someone querying a diary or un-indexed field. Also, are you using SQL
replication? In particular, are snapshots turned on?


Christopher Michaud

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance

**

Hi everyone:



This problem has me perplexed.



At a site I support, the Remedy server inexplicably stops responding to
requests.  It's very intermittent.  It runs fine for awhile, then
seemingly without warning, it just hangs.  Users attempting to log on
get stuck at the Setting server port dialog, which eventually times
out.



Other users who are already logged who try to pull up a ticket get stuck
at a blank screen that never comes back.



To resolve the issue, they have to bounce the Remedy server service.
The system works for awhile...until it hangs up again.



Any ideas what might be causing this?



-  I have monitored CPU utilization when this occurs, and the
CPU hums along at about 3% - 5% utilization

-  Network utilization is flat-lined whenever this occurs (i.e.,
no spike)

-  Memory utilization appears normal

-  CNET bandwidth tests resolve to better than dedicated T1
performance (for what that's worth)



Any thoughts are greatly appreciated.



The interesting thing is, we have the same exact Remedy apps running on
the same exact type of server in the same exact environment in four
other locations, and those four other locations never experience any
problems.



Norm



Remedy ARS 6.3

Microsoft SQL 2000 SP4

Microsoft Windows 2000 SP2

100% Custom Apps - No ITSM

__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___
Classification:  UNCLASSIFIED
Caveats: NONE


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


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

2008-11-24 Thread Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE

No...can't do that.  Thanks for the suggestion, but that won't work.

Users still need to construct advanced searches.  I just need to block
them from skirting my AL that blocks them from searching the worklog.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Monday, November 24, 2008 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

Just turn off the advanced search option from the Form - Current View -
 Properties - Menu Access menu.

-Matt

Matthew C. Gayford
Application Developer  Remedy Administrator
University of North Carolina Wilmington 
(910) 962-7177

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

How do you block searches done on the Advanced Query Bar?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rootuja Ghatge
Sent: Monday, November 24, 2008 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

We prevent our users from searching the work log on production server
via an active link firing on search.
It's a given performance killer. They have to use the reporting server
to search the work log.

HTH,
Rootuja

_
Rootuja Ghatge
Senior Application Developer

CenterBeam, Inc.
30 Rio Robles
San Jose, CA 95134
Direct  (408) 750-0718
Fax (408) 750-0559
http://www.centerbeam.com

This email may contain confidential and privileged material for the sole
use of the intended recipient. Any review or distribution by others is
strictly prohibited. If you are not the intended recipient please
contact the sender and delete all copies.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance

OK, I'm pretty confident the problem was being caused by users
constantly searching the worklog diary field on a form with 200,000+
tickets.  I was able to reproduce the behavior multiple times by doing a
diary search myself.

So...that leads me to wonder, how do the rest of the ARSListers handle
diary searches?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR
USA MEDCOM USAMITC
Sent: Monday, November 24, 2008 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Norm,

You may want to look closer at the SQL side. Look for locks. Perhaps
someone querying a diary or un-indexed field. Also, are you using SQL
replication? In particular, are snapshots turned on?

Christopher Michaud

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance

**

Hi everyone:

This problem has me perplexed.

At a site I support, the Remedy server inexplicably stops responding to
requests.  It's very intermittent.  It runs fine for awhile, then
seemingly without warning, it just hangs.  Users attempting to log on
get stuck at the Setting server port dialog, which eventually times
out.

Other users who are already logged who try to pull up a ticket get stuck
at a blank screen that never comes back.

To resolve the issue, they have to bounce the Remedy server service.
The system works for awhile...until it hangs up again.

Any ideas what might be causing this?

-  I have monitored CPU utilization when this occurs, and the
CPU hums along at about 3% - 5% utilization

-  Network utilization is flat-lined whenever this occurs (i.e.,
no spike)

-  Memory utilization appears normal

-  CNET bandwidth tests resolve to better than dedicated T1
performance (for what that's worth)

Any thoughts are greatly appreciated.

The interesting thing is, we have the same exact Remedy apps running on
the same exact type of server in the same exact environment in four
other locations, and those four other locations never experience any
problems.

Norm

Remedy ARS 6.3

Microsoft SQL 2000 SP4

Microsoft Windows 2000 SP2

100% Custom Apps - No ITSM

__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___
Classification:  UNCLASSIFIED
Caveats: NONE

Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

2008-11-24 Thread Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE

Well, thanks to Gary Opela (who contacted me privately), I figured it
out.  I just had to search the Form Action Field Search Bar for
%Worklog%.

That did the trick!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Monday, November 24, 2008 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

Just turn off the advanced search option from the Form - Current View -
 Properties - Menu Access menu.

-Matt

Matthew C. Gayford
Application Developer  Remedy Administrator
University of North Carolina Wilmington 
(910) 962-7177


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

How do you block searches done on the Advanced Query Bar?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rootuja Ghatge
Sent: Monday, November 24, 2008 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

We prevent our users from searching the work log on production server
via an active link firing on search.
It's a given performance killer. They have to use the reporting server
to search the work log.

HTH,
Rootuja

_
Rootuja Ghatge
Senior Application Developer

CenterBeam, Inc.
30 Rio Robles
San Jose, CA 95134
Direct  (408) 750-0718
Fax (408) 750-0559
http://www.centerbeam.com


This email may contain confidential and privileged material for the sole
use of the intended recipient. Any review or distribution by others is
strictly prohibited. If you are not the intended recipient please
contact the sender and delete all copies.



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance

OK, I'm pretty confident the problem was being caused by users
constantly searching the worklog diary field on a form with 200,000+
tickets.  I was able to reproduce the behavior multiple times by doing a
diary search myself.

So...that leads me to wonder, how do the rest of the ARSListers handle
diary searches?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR
USA MEDCOM USAMITC
Sent: Monday, November 24, 2008 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Norm,

You may want to look closer at the SQL side. Look for locks. Perhaps
someone querying a diary or un-indexed field. Also, are you using SQL
replication? In particular, are snapshots turned on?


Christopher Michaud

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance

**

Hi everyone:



This problem has me perplexed.



At a site I support, the Remedy server inexplicably stops responding to
requests.  It's very intermittent.  It runs fine for awhile, then
seemingly without warning, it just hangs.  Users attempting to log on
get stuck at the Setting server port dialog, which eventually times
out.



Other users who are already logged who try to pull up a ticket get stuck
at a blank screen that never comes back.



To resolve the issue, they have to bounce the Remedy server service.
The system works for awhile...until it hangs up again.



Any ideas what might be causing this?



-  I have monitored CPU utilization when this occurs, and the
CPU hums along at about 3% - 5% utilization

-  Network utilization is flat-lined whenever this occurs (i.e.,
no spike)

-  Memory utilization appears normal

-  CNET bandwidth tests resolve to better than dedicated T1
performance (for what that's worth)



Any thoughts are greatly appreciated.



The interesting thing is, we have the same exact Remedy apps running on
the same exact type of server in the same exact environment in four
other locations, and those four other locations never experience any
problems.



Norm



Remedy ARS 6.3

Microsoft SQL 2000 SP4

Microsoft Windows 2000 SP2

100% Custom Apps - No ITSM

__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___
Classification:  UNCLASSIFIED
Caveats: NONE

Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

2008-11-24 Thread Michaud, Christopher W Mr CTR USA MEDCOM USAMITC

Classification:  UNCLASSIFIED 
Caveats: NONE

Norm,

To prevent certain Advanced Query searches, you can drop the Reserved
Field (1005) on the form and use and AL to inspect the value (On
Search). Throw an error if the value contains the diary field name
('DIARYNAME'). This will allow you to exclude certain fields from being
used and even prevent use of LIKE statements.


Christopher Michaud
Remedy System Administrator/Developer
US Army Medical Information Technology Center (USAMITC)
Core Technology Division - Systems Engineering Branch
Office:  210.295.3589
DSN:  421-3589
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

No...can't do that.  Thanks for the suggestion, but that won't work.

Users still need to construct advanced searches.  I just need to block
them from skirting my AL that blocks them from searching the worklog.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Monday, November 24, 2008 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

Just turn off the advanced search option from the Form - Current View -
 Properties - Menu Access menu.

-Matt

Matthew C. Gayford
Application Developer  Remedy Administrator
University of North Carolina Wilmington 
(910) 962-7177


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

How do you block searches done on the Advanced Query Bar?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rootuja Ghatge
Sent: Monday, November 24, 2008 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

We prevent our users from searching the work log on production server
via an active link firing on search.
It's a given performance killer. They have to use the reporting server
to search the work log.

HTH,
Rootuja

_
Rootuja Ghatge
Senior Application Developer

CenterBeam, Inc.
30 Rio Robles
San Jose, CA 95134
Direct  (408) 750-0718
Fax (408) 750-0559
http://www.centerbeam.com


This email may contain confidential and privileged material for the sole
use of the intended recipient. Any review or distribution by others is
strictly prohibited. If you are not the intended recipient please
contact the sender and delete all copies.



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance

OK, I'm pretty confident the problem was being caused by users
constantly searching the worklog diary field on a form with 200,000+
tickets.  I was able to reproduce the behavior multiple times by doing a
diary search myself.

So...that leads me to wonder, how do the rest of the ARSListers handle
diary searches?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR
USA MEDCOM USAMITC
Sent: Monday, November 24, 2008 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Norm,

You may want to look closer at the SQL side. Look for locks. Perhaps
someone querying a diary or un-indexed field. Also, are you using SQL
replication? In particular, are snapshots turned on?


Christopher Michaud

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance

**

Hi everyone:



This problem has me perplexed.



At a site I support, the Remedy server inexplicably stops responding to
requests.  It's very intermittent.  It runs fine for awhile, then
seemingly without warning, it just hangs.  Users attempting to log on
get stuck at the Setting server port dialog, which eventually times
out.



Other users who are already logged who try to pull up a ticket get stuck
at a blank screen that never comes back.



To resolve the issue, they have to bounce the Remedy server service.
The system works for awhile...until it hangs up again.



Any ideas

Re: SQL Reporing Services - making sense of Remedy Table structure

One slight correction, Date/Time fields are Unix epoch of 1/1/1970.  Date
fields have a different epoch 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of RFrench
Sent: Monday, November 24, 2008 1:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Reporing Services - making sense of Remedy Table structure

Welcome to the joy of reporting from Remedy :-

There is database documentation, IMHO its as good as some m/soft
documentation l have found.  If anyone understands it please let me know!

Well done for using the tables, the OBDC link that is supplied is unless to
say the least, in particular for advance reporting esp enterprise reporting.

Some banana skins, to be aware of

Date fields are epoch dates e.g. number of seconds after 01/01/1970 00:00:00
this can be solved using TSQL functions.

On the forms you will see a pull down list, the values stored in the field,
are a numeric value.  However you can use a function, to look up the value. 

I have TSQL functions for the above done in SQL 2005 if you want.

Some of the look up values between the tables are not obvious to the say the
least, the HPD_Help_Desk form and the SLA form springs to mind. I do not
have the details to hand at the moment as I'm at home.  This is particular
ITSM, where a number of the relationships as based on GUID number's.  I'm
sure its in the system somewhere however l have not found it yet.  Nor does
there seem to be any central point of information, be that website or
document.

When a form is created, a corresponding view with the same name is created.
So you will find a view called HPD_Help_Desk, which corresponds to the form
of  the same name.

From what l can see of your reporting requirements, l agree with Matthew
Gayford.

My job is reporting, at the moment l report from 3 versions of Remedy.  As l
say to date whilst l have resolved a number of challenges, there are gaps in
my knowledge which l would like to plug.  We also looking to use SSRS as
some point future to provide report for our customers.

Regards
Robert French
--
View this message in context:
http://www.nabble.com/SQL-Reporing-Services---making-sense-of-Remedy-Table-s
tructure-tp20626113p20668739.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.

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Is anyone running archiving in 7.x yet?

2008-11-24 Thread Meyer, Jennifer L

Listers,

We're running AR System 7.0.1 patch 5 with ITSM patch 7 and are planning to 
start archiving old records in HPD:Help Desk.  What effect is that going to 
have on all those records we have in HPD:WorkLog?

Will the archived incidents pull up work logs from the original Work Log 
entries, or will we need to create new workflow to access them?

Is 7.x smart enough to know if we archive HPD:Worklog and link archived 
incidents records to archived worklogs?

Do we just need to try this for ourselves and see what happens?

Thanks in advance for your input,

Jennifer Meyer
919-754-6543
[EMAIL PROTECTED]
http://its.state.nc.us

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AIE Import Stops at 130000 Records

2008-11-24 Thread Peter Romain

Hi All,

I am testing the BMC Config Management integration to CMDB via AIE and am
running into an issue with the application and patch exchanges.

CM has ~60 applications but after importing ~13 the creation of
new CMDB CIs stops. The logs show that AIE is still attempting to create
CIs but that these fail because the CMDB Name field is being set to null.

The application exchange is running in its own AIE instance and has 12
threads allocated.

Could I be hitting a fundamental AIE process memory limit on Windows?

Has anyone else seen this issue?

Cheers

Peter
ARS 7.01 Patch 3
CMDB 2.01 Patch 7
AIE 7.1 Patch 4
Windows 2003 Server
SQLServer 2005

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Re: SQL Reporing Services - making sense of Remedy Table structure

Curious what is it then ?
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Re: SQL Reporing Services - making sense of Remedy Table structure

2008-11-24 Thread Meyer, Jennifer L

January 1, 4713, BC.

Jennifer Meyer


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of RFrench
Sent: Monday, November 24, 2008 5:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Reporing Services - making sense of Remedy Table structure

Curious what is it then ?
--
View this message in context: 
http://www.nabble.com/SQL-Reporing-Services---making-sense-of-Remedy-Table-structure-tp20626113p20670813.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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DSL Data Update Rant

2008-11-24 Thread Peter Romain

Hi,

rant
I thought DSL stood for Definitive Software Library.

Why, then, when I update to DSL patch 9 from patch 8 do I get errors
because some manufacturer names have changed and more errors because some
software product names have changed?

It seems that 'definitive' means 'definitive until we change it' to the
DSL data suppliers.

Also, why, when I take the time to update the Tier 1-3 values in the DSL
does an update then put them back to the meaningless
software/application/third party value?

The DSL doesn't impress me much!

\rant

Cheers

Peter

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Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance

2008-11-24 Thread Stroud, Natalie K

Norm:

You'll have to pardon me because I'm not an actual Remedy developer, but I do 
work with our Remedy system every day as a tester, so while I can't give you an 
answer in nice Remedy developerese (and I may in fact say something completely 
nonsensical), I hope I can make enough sense for you to understand what I mean. 

I realize you've gotten an answer for your immediate question of excluding the 
Diary field from the Advanced Search Bar, but if you still want to know how we 
handle diary searches, we have separate forms on the same server for querying 
ticket data.  There are some queries our users can't currently run and would 
like to (such as how many tickets exist in the system for asset XYZ) and some 
fields that are difficult to extract data from on our existing form (of which 
Worklog is one) and so we send the Worklog entries to a separate diary field 
(I'm not 100% certain if that's the right control type, but I think it is) 
called Worklog for Reporting (WL4R) each time the Worklog gets updated.  Then 
we let folks query the WL4R via this other form when they want to run a search 
or create a report, and we also limit who can access the searchable/queryable 
form to people with some sort of leadership role on a team, such as a Tech 
Lead, Team Lead, or Ops Lead. 

We have a new form in the works that references data by its SQL name that will 
allow some very cool data to be extracted compared to what our users can 
currently get (such as the previously mentioned how many tickets exist in the 
system for asset XYZ) but we haven't pushed that to Production yet.

So, if your users start screaming now that you've nixed their ability to search 
the Worklog and you're of a mind to figure out an alternate way to let them do 
that, that's how we do it.  And speaking as a former tech in the field and user 
of our Remedy system, I can vouch that when I saw a problem I knew I'd seen 
before but had forgotten which customer had it or when I worked on it, my first 
thought was something along the lines of, Gee, this is that goofy Outlook 
problem involving recurring appointments...now how did I resolve that last 
time? And if guys like you give the average tech in the field the ability to 
search the place they entered the detail about the problem and its solution for 
a term like recurring appointment and get a hit that lets them quickly and 
easily get back to the end user with a solution, that makes the tech a hero in 
the end user's eyes and you a hero in the tech's.  So everybody wins.   

For whatever that's worth... ;]


Natalie Stroud 
Remedy/ESS Tester 
Science Applications International Corporation (SAIC), 
  contractor to Sandia National Labs 
Albuquerque, NM 
(505)844-7983 
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] 
Remedy 7.1 Patch 003
SQL ???
Windows Server 2003

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE
Sent: Monday, November 24, 2008 1:19 PM
To: arslist@ARSLIST.ORG
Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance

OK, I'm pretty confident the problem was being caused by users constantly 
searching the worklog diary field on a form with 200,000+ tickets.  I was able 
to reproduce the behavior multiple times by doing a diary search myself.

So...that leads me to wonder, how do the rest of the ARSListers handle diary 
searches?

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Michaud, Christopher W Mr CTR USA MEDCOM USAMITC
Sent: Monday, November 24, 2008 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Norm,

You may want to look closer at the SQL side. Look for locks. Perhaps someone 
querying a diary or un-indexed field. Also, are you using SQL replication? In 
particular, are snapshots turned on?


Christopher Michaud

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance

** 

Hi everyone:

 

This problem has me perplexed.

 

At a site I support, the Remedy server inexplicably stops responding to 
requests.  It's very intermittent.  It runs fine for awhile, then seemingly 
without warning, it just hangs.  Users attempting to log on get stuck at the 
Setting server port dialog, which eventually times out.

 

Other users who are already logged who try to pull up a ticket get stuck at a 
blank screen that never comes back.

 

To resolve the issue, they have to bounce the Remedy server service.
The system works for awhile...until it hangs up again.

 

Any ideas what might be causing this?

 

-  I have monitored CPU utilization when this occurs, and the
CPU

Remedy 4.0 or 4.5

Hi Everyone,
 
Does anyone know where I can get the files for v4.0 or v4.5?
 
I especially need the cleint tools - licensing tool.  We need to move a legacy 
system to a new location.
 
ARListening




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libumem - performance increase on Solaris with ITSM 7.X

2008-11-24 Thread Terry Bootsma

Hello arslist:

We have been utilizing ARS 7.1 Patch 004 with ITSM 7.0.2 (latest patch for
Incident, Change, Config, and Problem) on a multi-CPU, high end Solaris box
running DB2.  We have had SIGNIFICANT performance issues under high load
running this configuration as a result of our load testing exercise.

However, after meeting with Remedy engineers yesterday, they suggested that
we replace the standard Solaris memory manager with a preloaded libumem
memory manager.  This has produced astonishing results and has resolved our
issue of performance under high load with the fact that libumem uses a
different memory allocation model that is more condusive to multi-cpu,
multi-threaded applications.

My question to the list is this.  Have any of you replaced your memory
manager in production with libumem and , if so, were there any side
affects of doing so?

Thanks for any feedback Terry

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Re: SQL Reporing Services - making sense of Remedy Table structure

Thanks for that, for me personally speaking it raises another issue where
%*% is all this information.  I have only been in my role for about 8
months, l have reached the conculsion that l am missing something.  There is
obviously plenty of information and experience regarding the backend
database, and some other issue, but finding it is another issue althogher. 
My experience so far, is find one bit of information here then another bit
somewhere else, yet very little is documented, in any meaning form.

Sorry for the rant Remedy is an excellent product however even in my short
experience there are things missing.  Not least of all documenation.  Guess
now l have managed to start posting l might be asking some more questions =)
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Re: AIE Import Stops at 130000 Records

2008-11-24 Thread Janie

Peter,

One AIE instance can use up to 2GB of memory -- if it exceeds that, it will
crash.

Each active Data mapping used on a single AIE instance splits the 2GB
evenly.  So 2 data mappings on 1 instance will allow each data mapping 1GB
when it runs.

In each data mapping, one key field mapping uses 1.2kb times the number of
records in your AR target form.  Obviously, additional keys will increase
the memory used.



Is there legitimate data in the source that contains the 'Name' field -- any
possibility it's Null and thus returning Null?

Generally, I've found that if there is a process memory limit, AIE will
crash and the process will no longer be running... At all.  If AIE is
running and the exchange is pulling data, I've found that the source data is
usually the culprit when there is a problem -- especially when the majority
of items are coming through correctly.

HTH,
Janie



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Peter Romain
Sent: Monday, November 24, 2008 2:01 PM
To: arslist@ARSLIST.ORG
Subject: AIE Import Stops at 13 Records

Hi All,

I am testing the BMC Config Management integration to CMDB via AIE and am
running into an issue with the application and patch exchanges.

CM has ~60 applications but after importing ~13 the creation of new
CMDB CIs stops. The logs show that AIE is still attempting to create CIs but
that these fail because the CMDB Name field is being set to null.

The application exchange is running in its own AIE instance and has 12
threads allocated.

Could I be hitting a fundamental AIE process memory limit on Windows?

Has anyone else seen this issue?

Cheers

Peter
ARS 7.01 Patch 3
CMDB 2.01 Patch 7
AIE 7.1 Patch 4
Windows 2003 Server
SQLServer 2005


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Re: Remedy 4.0 or 4.5

Veanna,

These are old versions - more than 3 major versions old, so will no longer be 
available for download from the Remedy website. Remedy support, supports upto 3 
major releases so currently will support only upto 6.0 and in a few months upto 
6.3 after 7.5 is released.

Your best chances are trying to source them from your old backups of software. 
I think I have those two versions at home but am at home away from home at the 
moment in Connecticut and wont return to New Jersey where I currently reside 
till Thursday. If you can wait that long, I can look them up for you. I have 
the files necesasry for windows. Not sure if I have unix installers backed up 
to CD.

Joe




From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 6:06:52 PM
Subject: Remedy 4.0 or 4.5

** 
Hi Everyone,

Does anyone know where I can get the files for v4.0 or v4.5?

I especially need the cleint tools - licensing tool.  We need to move a legacy 
system to a new location.

ARListening 




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Re: AIE Import Stops at 130000 Records

Peter,

I highly doubt that.

With my experience with AIE, this often happens when your import options on AIE 
are not correctly set.

Could you take a snapshot of your import options (I forget the exact name of 
that tab) and send them across? I'll review them later this evening when time 
permits and let you know if I spot something.

Joe




From: Peter Romain [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 5:01:11 PM
Subject: AIE Import Stops at 13 Records

Hi All,

I am testing the BMC Config Management integration to CMDB via AIE and am 
running into an issue with the application and patch exchanges.

CM has ~60 applications but after importing ~13 the creation of new 
CMDB CIs stops. The logs show that AIE is still attempting to create CIs but 
that these fail because the CMDB Name field is being set to null.

The application exchange is running in its own AIE instance and has 12 threads 
allocated.

Could I be hitting a fundamental AIE process memory limit on Windows?

Has anyone else seen this issue?

Cheers

Peter
ARS 7.01 Patch 3
CMDB 2.01 Patch 7
AIE 7.1 Patch 4
Windows 2003 Server
SQLServer 2005




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Re: DSL Data Update Rant

On the very early release of DSL, there were bugs that needed to be fixed 
manually (delete a record) before applying a patch.. Did you do that?

Joe





From: Peter Romain [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 5:13:39 PM
Subject: DSL Data Update Rant

Hi,

rant
I thought DSL stood for Definitive Software Library.

Why, then, when I update to DSL patch 9 from patch 8 do I get errors because 
some manufacturer names have changed and more errors because some software 
product names have changed?

It seems that 'definitive' means 'definitive until we change it' to the DSL 
data suppliers.

Also, why, when I take the time to update the Tier 1-3 values in the DSL does 
an update then put them back to the meaningless software/application/third 
party value?

The DSL doesn't impress me much!

\rant

Cheers

Peter




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Re: libumem - performance increase on Solaris with ITSM 7.X

2008-11-24 Thread Chintan Shah

Hi Terry,

We have libumem on our production system(all custom remedy apps..no ITSM)..but 
here's the deal..if you dont specify the Number of results returnedthere is 
possibility that arserverd will crash. We have tested this on couple of 
different machines with same configurations. However, if you set Number of 
records returned to 3000, it works fine.

We had an escalation scanning 40 million records that crashed arserverd in 
less than 4 minutes even though we were on libumem. Although it was bad code, 
instead of throwing any errors, it just crashed.

Another issue was with form which had 2 million records and  Results List had 
more than 15 fields. This also crashed server on Search.

We are on Solaris 5.10. 

Try the above scenarios. It might also be related to Hardware and all those 
fuzzy CPU utilization..but I am not sure..all I saw from remedy side was that 
it got crashed.

Thanks
Chintan.

--- On Mon, 11/24/08, Terry Bootsma [EMAIL PROTECTED] wrote:
From: Terry Bootsma [EMAIL PROTECTED]
Subject: libumem - performance increase on Solaris with ITSM 7.X
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 3:08 PM

Hello arslist:

We have been utilizing ARS 7.1 Patch 004 with ITSM 7.0.2 (latest patch for
Incident, Change, Config, and Problem) on a multi-CPU, high end Solaris box
running DB2.  We have had SIGNIFICANT performance issues under high load
running this configuration as a result of our load testing exercise.

However, after meeting with Remedy engineers yesterday, they suggested that
we replace the standard Solaris memory manager with a preloaded
libumem
memory manager.  This has produced astonishing results and has resolved our
issue of performance under high load with the fact that libumem uses a
different memory allocation model that is more condusive to multi-cpu,
multi-threaded applications.

My question to the list is this.  Have any of you replaced your memory
manager in production with libumem and , if so, were there any side
affects of doing so?

Thanks for any feedback Terry

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Re: Remedy 4.0 or 4.5

Hi Joe,
 
Thanks for responding.  We have the ARSystem install, but not the client tools 
install.  We need the licensing tool, or the knowledge of how it was done back 
then.  BMC has been helpful and gave us a 5.1 licensing tool, it's supposed to 
be compatible, but we're getting an ARERR 91 RPC procedure unavailable.  Which 
makes me think it's a different way of licensing.  
 
We can wait until Thursday.  I have the new machine installed and we're testing 
it.  We had planned to move it tomorrow, but we'll wait until Monday.  
 
Veanna

--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:

From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 5:33 PM


** 




Veanna,
 
These are old versions - more than 3 major versions old, so will no longer be 
available for download from the Remedy website. Remedy support, supports upto 3 
major releases so currently will support only upto 6.0 and in a few months upto 
6.3 after 7.5 is released.
 
Your best chances are trying to source them from your old backups of software. 
I think I have those two versions at home but am at home away from home at the 
moment in Connecticut and wont return to New Jersey where I currently reside 
till Thursday. If you can wait that long, I can look them up for you. I have 
the files necesasry for windows. Not sure if I have unix installers backed up 
to CD.
 
Joe




From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 6:06:52 PM
Subject: Remedy 4.0 or 4.5

** 




Hi Everyone,
 
Does anyone know where I can get the files for v4.0 or v4.5?
 
I especially need the cleint tools - licensing tool.  We need to move a legacy 
system to a new location.
 
ARListening
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Re: Remedy 4.0 or 4.5

2008-11-24 Thread Roger Justice

The licensing tool was changed in 5 since it became part of the admin tool. 

-Original Message-
From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Mon, 24 Nov 2008 7:18 pm
Subject: Re: Remedy 4.0 or 4.5

** 

Hi Joe,

?

Thanks for responding.? We have the ARSystem install, but not the client tools 
install.? We need the licensing tool, or the knowledge of how it was done back 
then.? BMC has been helpful and gave us a 5.1 licensing tool, it's supposed to 
be compatible, but we're getting an ARERR 91 RPC procedure unavailable.? Which 
makes me think it's a different way of licensing.? 

?

We can wait until Thursday.? I have the new machine installed and we're testing 
it.? We had planned to move it tomorrow, but we'll wait until Monday.? 

?

Veanna

--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:

From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 5:33 PM

** 

Veanna,

?

These are old versions - more than 3 major versions old, so will no longer be 
available for download from the Remedy website. Remedy support, supports upto 3 
major releases so currently will support only upto 6.0 and in a few months upto 
6.3?after 7.5 is released.

?

Your best chances are?trying to source them from your old backups of software. 
I think I have those two?versions at?home but?am at home away from home at the 
moment in Connecticut and wont return to New Jersey where I currently reside 
till Thursday. If you can wait that long, I can look them up for you. I have 
the files necesasry for windows. Not sure if I have unix installers backed up 
to CD.

?

Joe

From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 6:06:52 PM
Subject: Remedy 4.0 or 4.5

** 

Hi Everyone,

?

Does anyone know where I can get the files for v4.0 or v4.5?

?

I especially need the cleint tools - licensing tool.? We need to move a legacy 
system to a new location.

?

ARListening

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Re: Remedy 4.0 or 4.5

Hi Roger,
 
So how did it work in 4?
 
We have the trial licenses for moving, but don't know how to apply them.
 
Veanna


--- On Mon, 11/24/08, Roger Justice [EMAIL PROTECTED] wrote:

From: Roger Justice [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 6:26 PM


** The licensing tool was changed in 5 since it became part of the admin tool. 


-Original Message-
From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Mon, 24 Nov 2008 7:18 pm
Subject: Re: Remedy 4.0 or 4.5


** 




Hi Joe,
 
Thanks for responding.  We have the ARSystem install, but not the client tools 
install.  We need the licensing tool, or the knowledge of how it was done back 
then.  BMC has been helpful and gave us a 5.1 licensing tool, it's supposed to 
be compatible, but we're getting an ARERR 91 RPC procedure unavailable.  Which 
makes me think it's a different way of licensing.  
 
We can wait until Thursday.  I have the new machine installed and we're testing 
it.  We had planned to move it tomorrow, but we'll wait until Monday.  
 
Veanna

--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:

From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 5:33 PM


** 
#yiv669605538 #AOLMsgPart_2_c91177eb-7672-4b28-abdf-bf0ab178f425 #yiv1716852523 
DIV {margin:0px;}



Veanna,
 
These are old versions - more than 3 major versions old, so will no longer be 
available for download from the Remedy website. Remedy support, supports upto 3 
major releases so currently will support only upto 6.0 and in a few months upto 
6.3 after 7.5 is released.
 
Your best chances are trying to source them from your old backups of software. 
I think I have those two versions at home but am at home away from home at the 
moment in Connecticut and wont return to New Jersey where I currently reside 
till Thursday. If you can wait that long, I can look them up for you. I have 
the files necesasry for windows. Not sure if I have unix installers backed up 
to CD.
 
Joe




From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 6:06:52 PM
Subject: Remedy 4.0 or 4.5

** 




Hi Everyone,
 
Does anyone know where I can get the files for v4.0 or v4.5?
 
I especially need the cleint tools - licensing tool.  We need to move a legacy 
system to a new location.
 
ARListening
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Re: Remedy 4.0 or 4.5

Veanna,

There used to be a licensing tool, that had to be opened on the server. If I 
remember right it had too he used directly on the server and not remotely. You 
didn't have to log on. All you needed to do was open the tool and that tool 
would use the information in the ar.cfg or ar.conf file in case the license 
file was stored at any other place other than the default location and then 
interpret the contents of the file and display it within the tool.

I think a version 3 tool is compatible with version 4 for licensing and as 
Roger pointed out the licensing structure changed in 5 so it will not support 4.

Joe





From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 7:57:19 PM
Subject: Re: Remedy 4.0 or 4.5

** 
Hi Roger,

So how did it work in 4?

We have the trial licenses for moving, but don't know how to apply them.

Veanna


--- On Mon, 11/24/08, Roger Justice [EMAIL PROTECTED] wrote:

From: Roger Justice [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 6:26 PM


** The licensing tool was changed in 5 since it became part of the admin tool. 


-Original Message-
From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Mon, 24 Nov 2008 7:18 pm
Subject: Re: Remedy 4.0 or 4.5


** 
Hi Joe,

Thanks for responding.  We have the ARSystem install, but not the client tools 
install.  We need the licensing tool, or the knowledge of how it was done back 
then.  BMC has been helpful and gave us a 5.1 licensing tool, it's supposed to 
be compatible, but we're getting an ARERR 91 RPC procedure unavailable.  Which 
makes me think it's a different way of licensing.  

We can wait until Thursday.  I have the new machine installed and we're testing 
it.  We had planned to move it tomorrow, but we'll wait until Monday.  

Veanna

--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:

From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 5:33 PM


** 
Veanna,

These are old versions - more than 3 major versions old, so will no longer be 
available for download from the Remedy website. Remedy support, supports upto 3 
major releases so currently will support only upto 6.0 and in a few months upto 
6.3 after 7.5 is released.

Your best chances are trying to source them from your old backups of software. 
I think I have those two versions at home but am at home away from home at the 
moment in Connecticut and wont return to New Jersey where I currently reside 
till Thursday. If you can wait that long, I can look them up for you. I have 
the files necesasry for windows. Not sure if I have unix installers backed up 
to CD.

Joe




From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 6:06:52 PM
Subject: Remedy 4.0 or 4.5

** 
Hi Everyone,

Does anyone know where I can get the files for v4.0 or v4.5?

I especially need the cleint tools - licensing tool.  We need to move a legacy 
system to a new location.

ARListening   




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Re: Remedy 4.0 or 4.5

Which accounts for the error message.  The 4.0 has a form: Remedy Software 
Licence, that has the key data, same type of stuff in the licensing tool.  But 
the fields are read only, and I don't know how to get the information into 
them.  We are on Solaris, not windows.  Any information is greatly appreciated.
 
Veanna

--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:

From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 7:18 PM


** 




Veanna,
 
There used to be a licensing tool, that had to be opened on the server. If I 
remember right it had too he used directly on the server and not remotely. You 
didn't have to log on. All you needed to do was open the tool and that tool 
would use the information in the ar.cfg or ar.conf file in case the license 
file was stored at any other place other than the default location and then 
interpret the contents of the file and display it within the tool.
 
I think a version 3 tool is compatible with version 4 for licensing and as 
Roger pointed out the licensing structure changed in 5 so it will not support 4.
 
Joe





From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 7:57:19 PM
Subject: Re: Remedy 4.0 or 4.5

** 




Hi Roger,
 
So how did it work in 4?
 
We have the trial licenses for moving, but don't know how to apply them.
 
Veanna


--- On Mon, 11/24/08, Roger Justice [EMAIL PROTECTED] wrote:

From: Roger Justice [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 6:26 PM


** The licensing tool was changed in 5 since it became part of the admin tool. 


-Original Message-
From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Mon, 24 Nov 2008 7:18 pm
Subject: Re: Remedy 4.0 or 4.5


** 




Hi Joe,
 
Thanks for responding.  We have the ARSystem install, but not the client tools 
install.  We need the licensing tool, or the knowledge of how it was done back 
then.  BMC has been helpful and gave us a 5.1 licensing tool, it's supposed to 
be compatible, but we're getting an ARERR 91 RPC procedure unavailable.  Which 
makes me think it's a different way of licensing.  
 
We can wait until Thursday.  I have the new machine installed and we're testing 
it.  We had planned to move it tomorrow, but we'll wait until Monday.  
 
Veanna

--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:

From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 5:33 PM


** 
#yiv1329960463 #yiv669605538 #AOLMsgPart_2_c91177eb-7672-4b28-abdf-bf0ab178f425 
#yiv1716852523 DIV {margin:0px;}



Veanna,
 
These are old versions - more than 3 major versions old, so will no longer be 
available for download from the Remedy website. Remedy support, supports upto 3 
major releases so currently will support only upto 6.0 and in a few months upto 
6.3 after 7.5 is released.
 
Your best chances are trying to source them from your old backups of software. 
I think I have those two versions at home but am at home away from home at the 
moment in Connecticut and wont return to New Jersey where I currently reside 
till Thursday. If you can wait that long, I can look them up for you. I have 
the files necesasry for windows. Not sure if I have unix installers backed up 
to CD.
 
Joe




From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 6:06:52 PM
Subject: Remedy 4.0 or 4.5

** 




Hi Everyone,
 
Does anyone know where I can get the files for v4.0 or v4.5?
 
I especially need the cleint tools - licensing tool.  We need to move a legacy 
system to a new location.
 
ARListening
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Re: libumem - performance increase on Solaris with ITSM 7.X

When you say the Escalation was scanning 40 million records, are you saying it 
was processing that many records? Wasn't there a Run If condition that narrowed 
the set to a smaller subset? If so then that was one 'expensive' requirement to 
process 40 million records in an escalation. I do not think the Escalation 
thread can handle that many records in a single run. Escalations are usually 
designed to run over a much smaller subset of records and tipping over a 4 or a 
5 K mark I would think is begging for some trouble in the long run.

Joe





From: Chintan Shah [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 6:47:47 PM
Subject: Re: libumem - performance increase on Solaris with ITSM 7.X

** 
Hi Terry,

We have libumem on our production system(all custom remedy apps..no ITSM)..but 
here's the deal..if you dont specify the Number of results returnedthere is 
possibility that arserverd will crash. We have tested this on couple of 
different machines with same configurations. However, if you set Number of 
records returned to 3000, it works fine.

We had an escalation scanning 40 million records that crashed arserverd in 
less than 4 minutes even though we were on libumem. Although it was bad code, 
instead of throwing any errors, it just crashed.

Another issue was with form which had 2 million records and  Results List had 
more than 15 fields. This also crashed server on Search.

We are on Solaris 5.10. 

Try the above scenarios. It might also be related to Hardware and all those 
fuzzy CPU utilization..but I am not sure..all I saw from remedy side was that 
it got crashed.

Thanks
Chintan.

--- On Mon, 11/24/08, Terry Bootsma [EMAIL PROTECTED] wrote:

From: Terry Bootsma [EMAIL PROTECTED]
Subject: libumem - performance increase on Solaris with ITSM 7.X
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 3:08 PM


Hello arslist:

We have been utilizing ARS 7.1 Patch 004 with ITSM 7.0.2 (latest patch for
Incident, Change, Config, and Problem) on a multi-CPU, high end Solaris box
running DB2.  We have had SIGNIFICANT performance issues under high load
running this configuration as a result of our load testing exercise.

However, after meeting with Remedy engineers yesterday, they suggested that
we replace the standard Solaris memory manager with a   preloaded
libumem
memory manager.  This has produced astonishing results and has resolved our
issue of performance under high load with the fact that libumem uses a
different memory allocation model that is more condusive to multi-cpu,
multi-threaded applications.

My question to the list is this.  Have any of you replaced your memory
manager in production with libumem and , if so, were there any side
affects of doing so?

Thanks for any feedback Terry 




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Re: Remedy 4.0 or 4.5

If I remember the 4.x days correctly, the license tool was either an
xwindows thing where you had to get into your server via an x client (if
your server was unix of course) and launch it that way...or if you server
was windows you could just look for license.exe in the server
directorywhat kind of host are these old servers on?

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Veanna Carr
Sent: Monday, November 24, 2008 5:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 4.0 or 4.5


** 

Hi Joe,
 
Thanks for responding.  We have the ARSystem install, but not the client
tools install.  We need the licensing tool, or the knowledge of how it was
done back then.  BMC has been helpful and gave us a 5.1 licensing tool, it's
supposed to be compatible, but we're getting an ARERR 91 RPC procedure
unavailable.  Which makes me think it's a different way of licensing.  
 
We can wait until Thursday.  I have the new machine installed and we're
testing it.  We had planned to move it tomorrow, but we'll wait until
Monday.  
 
Veanna

--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:


From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 5:33 PM


** 
Veanna,
 
These are old versions - more than 3 major versions old, so will no longer
be available for download from the Remedy website. Remedy support, supports
upto 3 major releases so currently will support only upto 6.0 and in a few
months upto 6.3 after 7.5 is released.
 
Your best chances are trying to source them from your old backups of
software. I think I have those two versions at home but am at home away from
home at the moment in Connecticut and wont return to New Jersey where I
currently reside till Thursday. If you can wait that long, I can look them
up for you. I have the files necesasry for windows. Not sure if I have unix
installers backed up to CD.
 
Joe


  _  

From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 6:06:52 PM
Subject: Remedy 4.0 or 4.5

** 

Hi Everyone,
 
Does anyone know where I can get the files for v4.0 or v4.5?
 
I especially need the cleint tools - licensing tool.  We need to move a
legacy system to a new location.
 
ARListening

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


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Re: SQL Reporing Services - making sense of Remedy Table structure

RFrench,
You will find that the people in this forum likely have most, if not all of
the information that you are looking for.  If you provide the details of
your environment, and what you are looking for, where you have tried, and
maybe even where you looked to try to find the right informationthis
forum will likely bridge the gap of your inexperience and bring you up to
speed fairly quicklynow...to provide a bit of information to answer your
question...even though I'm sure it's not what you meanthere you go.

The information is stored mainly in the T tables, the H tables are used
strictly for Status History storage (unless you have that turned off that
is)...and the B tables store the binary data associated with the records in
T if you happen to have attachment fields on that form.

:) 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of RFrench
Sent: Monday, November 24, 2008 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Reporing Services - making sense of Remedy Table structure

Thanks for that, for me personally speaking it raises another issue where
%*% is all this information.  I have only been in my role for about 8
months, l have reached the conculsion that l am missing something.  There is
obviously plenty of information and experience regarding the backend
database, and some other issue, but finding it is another issue althogher. 
My experience so far, is find one bit of information here then another bit
somewhere else, yet very little is documented, in any meaning form.

Sorry for the rant Remedy is an excellent product however even in my short
experience there are things missing.  Not least of all documenation.  Guess
now l have managed to start posting l might be asking some more questions =)
--
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http://www.nabble.com/SQL-Reporing-Services---making-sense-of-Remedy-Table-s
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Re: Remedy 4.0 or 4.5

Veanna,

4 didn't have a form? On version 4 licenses were stored on the disk. On Solaris 
(any unix system for that matter) the Remedy licenses were stored in the 
/etc/arsystem/servername/ folder in a .lic file.

This is a text file with the license stored in a particular format.

What do you want to do? Add? Remove? Delete a license?

You just might be able to do it bypassing the tool by doing it manually by 
editing this file. Its not rocket science really as the information isn't 
encrypted by the tool, its very much in a free text format.

After doing whatever you wish to do on the licnese file, you can run the 
arsignal -l AR Server Name:AR TCP Portnumber. The arsignal command will be 
found in the bin folder of the AR Server installation folder.

Its a sort of a backdoor towards doing what you might be looking to do, but I 
hope it helps.

Joe





From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 8:25:00 PM
Subject: Re: Remedy 4.0 or 4.5

** 
Which accounts for the error message.  The 4.0 has a form: Remedy Software 
Licence, that has the key data, same type of stuff in the licensing tool.  But 
the fields are read only, and I don't know how to get the information into 
them.  We are on Solaris, not windows.  Any information is greatly appreciated.

Veanna

--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:

From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 7:18 PM


** 
Veanna,

There used to be a licensing tool, that had to be opened on the server. If I 
remember right it had too he used directly on the server and not remotely. You 
didn't have to log on. All you needed to do was open the tool and that tool 
would use the information in the ar.cfg or ar.conf file in case the license 
file was stored at any other place other than the default location and then 
interpret the contents of the file and display it within the tool.

I think a version 3 tool is compatible with version 4 for licensing and as 
Roger pointed out the licensing structure changed in 5 so it will not support 4.

Joe





From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 7:57:19 PM
Subject: Re: Remedy 4.0 or 4.5

** 
Hi Roger,

So how did it work in 4?

We have the trial licenses for moving, but don't know how to apply them.

Veanna


--- On Mon, 11/24/08, Roger Justice [EMAIL PROTECTED] wrote:

From: Roger Justice [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 6:26 PM


** The licensing tool was changed in 5 since it became part of the admin tool. 


-Original Message-
From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Mon, 24 Nov 2008 7:18 pm
Subject: Re: Remedy 4.0 or 4.5


** 
Hi Joe,

Thanks for responding.  We have the ARSystem install, but not the client tools 
install.  We need the licensing tool, or the knowledge of how it was done back 
then.  BMC has been helpful and gave us a 5.1 licensing tool, it's supposed to 
be compatible, but we're getting an ARERR 91 RPC procedure unavailable.  Which 
makes me think it's a different way of licensing.  

We can wait until Thursday.  I have the new machine installed and we're testing 
it.  We had planned to move it tomorrow, but we'll wait until Monday.  

Veanna

--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:

From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 5:33 PM


** 
Veanna,

These are old versions - more than 3 major versions old, so will no longer be 
available for download from the Remedy website. Remedy support, supports upto 3 
major releases so currently will support only upto 6.0 and in a few months upto 
6.3 after 7.5 is released.

Your best chances are trying to source them from your old backups of software. 
I think I have those two versions at home but am at home away from home at the 
moment in Connecticut and wont return to New Jersey where I currently reside 
till Thursday. If you can wait that long, I can look them up for you. I have 
the files necesasry for windows. Not sure if I have unix installers backed up 
to CD.

Joe




From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 6:06:52 PM
Subject: Remedy 4.0 or 4.5

** 
Hi Everyone,

Does anyone know where I can get the files for v4.0 or v4.5?

I especially need the cleint tools - licensing tool.  We need to move a legacy 
system to a new location.

ARListening




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Re: Remedy 4.0 or 4.5

Oh yea I nearly forgot about intializing xwindows on the terminal client if you 
wanted to run the license tool. That was needed to run the graphical tool.

Joe





From: LJ Longwing [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 8:30:43 PM
Subject: Re: Remedy 4.0 or 4.5

** 
If I remember the 4.x days correctly, the license tool was either an xwindows 
thing where you had to get into your server via an x client (if your server was 
unix of course) and launch it that way...or if you server was windows you could 
just look for license.exe in the server directorywhat kind of host are 
these old servers on?



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Veanna Carr
Sent: Monday, November 24, 2008 5:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 4.0 or 4.5

** 
Hi Joe,

Thanks for responding.  We have the ARSystem install, but not the client tools 
install.  We need the licensing tool, or the knowledge of how it was done back 
then.  BMC has been helpful and gave us a 5.1 licensing tool, it's supposed to 
be compatible, but we're getting an ARERR 91 RPC procedure unavailable.  Which 
makes me think it's a different way of licensing.  

We can wait until Thursday.  I have the new machine installed and we're testing 
it.  We had planned to move it tomorrow, but we'll wait until Monday.  

Veanna

--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:

From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 5:33 PM


** 
Veanna,

These are old versions - more than 3 major versions old, so will no longer be 
available for download from the Remedy website. Remedy support, supports upto 3 
major releases so currently will support only upto 6.0 and in a few months upto 
6.3 after 7.5 is released.

Your best chances are trying to source them from your old backups of software. 
I think I have those two versions at home but am at home away from home at the 
moment in Connecticut and wont return to New Jersey where I currently reside 
till Thursday. If you can wait that long, I can look them up for you. I have 
the files necesasry for windows. Not sure if I have unix installers backed up 
to CD.

Joe




From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 6:06:52 PM
Subject: Remedy 4.0 or 4.5

** 
Hi Everyone,

Does anyone know where I can get the files for v4.0 or v4.5?

I especially need the cleint tools - licensing tool.  We need to move a legacy 
system to a new location.

ARListening  




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Re: Remedy 4.0 or 4.5

Our current server is Solaris/Unix, and the new server is Solaris/Unix.

--- On Mon, 11/24/08, LJ Longwing [EMAIL PROTECTED] wrote:

From: LJ Longwing [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 7:30 PM

** 
If I remember the 4.x days correctly, the license tool was either an xwindows 
thing where you had to get into your server via an x client (if your server was 
unix of course) and launch it that way...or if you server was windows you could 
just look for license.exe in the server directorywhat kind of host are 
these old servers on?

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Veanna Carr
Sent: Monday, November 24, 2008 5:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 4.0 or 4.5

** 

Hi Joe,

Thanks for responding.  We have the ARSystem install, but not the client tools 
install.  We need the licensing tool, or the knowledge of how it was done back 
then.  BMC has been helpful and gave us a 5.1 licensing tool, it's supposed to 
be compatible, but we're getting an ARERR 91 RPC procedure unavailable.  Which 
makes me think it's a different way of licensing.  

We can wait until Thursday.  I have the new machine installed and we're testing 
it.  We had planned to move it tomorrow, but we'll wait until Monday.  

Veanna

--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:

From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 5:33 PM

** 
#yiv49962921 #yiv1716852523 DIV {
MARGIN:0px;}

Veanna,

These are old versions - more than 3 major versions old, so will no longer be 
available for download from the Remedy website. Remedy support, supports upto 3 
major releases so currently will support only upto 6.0 and in a few months upto 
6.3 after 7.5 is released.

Your best chances are trying to source them from your old backups of software. 
I think I have those two versions at home but am at home away from home at the 
moment in Connecticut and wont return to New Jersey where I currently reside 
till Thursday. If you can wait that long, I can look them up for you. I have 
the files necesasry for windows. Not sure if I have unix installers backed up 
to CD.

Joe

From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 6:06:52 PM
Subject: Remedy 4.0 or 4.5

** 

Hi Everyone,

Does anyone know where I can get the files for v4.0 or v4.5?

I especially need the cleint tools - licensing tool.  We need to move a legacy 
system to a new location.

ARListening
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Re: Remedy 4.0 or 4.5

I only remember it because it was the only thing in the entire world I
needed exceed forand I was constantly being bugged by licensing about if
I really needed the license.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, November 24, 2008 6:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 4.0 or 4.5

** 
Oh yea I nearly forgot about intializing xwindows on the terminal client if
you wanted to run the license tool. That was needed to run the graphical
tool.

Joe

  _  

From: LJ Longwing [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 8:30:43 PM
Subject: Re: Remedy 4.0 or 4.5

** 
If I remember the 4.x days correctly, the license tool was either an
xwindows thing where you had to get into your server via an x client (if
your server was unix of course) and launch it that way...or if you server
was windows you could just look for license.exe in the server
directorywhat kind of host are these old servers on?

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Veanna Carr
Sent: Monday, November 24, 2008 5:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 4.0 or 4.5

** 

Hi Joe,

Thanks for responding.  We have the ARSystem install, but not the client
tools install.  We need the licensing tool, or the knowledge of how it was
done back then.  BMC has been helpful and gave us a 5.1 licensing tool, it's
supposed to be compatible, but we're getting an ARERR 91 RPC procedure
unavailable.  Which makes me think it's a different way of licensing.  

We can wait until Thursday.  I have the new machine installed and we're
testing it.  We had planned to move it tomorrow, but we'll wait until
Monday.  

Veanna

--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:

From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 5:33 PM

** 
Veanna,

These are old versions - more than 3 major versions old, so will no longer
be available for download from the Remedy website. Remedy support, supports
upto 3 major releases so currently will support only upto 6.0 and in a few
months upto 6.3 after 7.5 is released.

Your best chances are trying to source them from your old backups of
software. I think I have those two versions at home but am at home away from
home at the moment in Connecticut and wont return to New Jersey where I
currently reside till Thursday. If you can wait that long, I can look them
up for you. I have the files necesasry for windows. Not sure if I have unix
installers backed up to CD.

Joe

  _  

From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 6:06:52 PM
Subject: Remedy 4.0 or 4.5

** 

Hi Everyone,

Does anyone know where I can get the files for v4.0 or v4.5?

I especially need the cleint tools - licensing tool.  We need to move a
legacy system to a new location.

ARListening

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html___

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Re: Remedy 4.0 or 4.5

Ok...look in your server bin dir and see if you have a binary named
'license'...that's the license client...but it's graphical...and can't be
run from the command line...if you can get an xserver and xclient together
on that box you should be able to do itor you could as suggested by
another poster, just edit the arsystem.lic file

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Veanna Carr
Sent: Monday, November 24, 2008 6:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 4.0 or 4.5


** 
Our current server is Solaris/Unix, and the new server is Solaris/Unix.

--- On Mon, 11/24/08, LJ Longwing [EMAIL PROTECTED] wrote:



From: LJ Longwing [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 7:30 PM


** 
If I remember the 4.x days correctly, the license tool was either an
xwindows thing where you had to get into your server via an x client (if
your server was unix of course) and launch it that way...or if you server
was windows you could just look for license.exe in the server
directorywhat kind of host are these old servers on?

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Veanna Carr
Sent: Monday, November 24, 2008 5:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 4.0 or 4.5


** 

Hi Joe,
 
Thanks for responding.  We have the ARSystem install, but not the client
tools install.  We need the licensing tool, or the knowledge of how it was
done back then.  BMC has been helpful and gave us a 5.1 licensing tool, it's
supposed to be compatible, but we're getting an ARERR 91 RPC procedure
unavailable.  Which makes me think it's a different way of licensing.  
 
We can wait until Thursday.  I have the new machine installed and we're
testing it.  We had planned to move it tomorrow, but we'll wait until
Monday.  
 
Veanna

--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:


From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 5:33 PM


** 
Veanna,
 
These are old versions - more than 3 major versions old, so will no longer
be available for download from the Remedy website. Remedy support, supports
upto 3 major releases so currently will support only upto 6.0 and in a few
months upto 6.3 after 7.5 is released.
 
Your best chances are trying to source them from your old backups of
software. I think I have those two versions at home but am at home away from
home at the moment in Connecticut and wont return to New Jersey where I
currently reside till Thursday. If you can wait that long, I can look them
up for you. I have the files necesasry for windows. Not sure if I have unix
installers backed up to CD.
 
Joe


  _  

From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 6:06:52 PM
Subject: Remedy 4.0 or 4.5

** 

Hi Everyone,
 
Does anyone know where I can get the files for v4.0 or v4.5?
 
I especially need the cleint tools - licensing tool.  We need to move a
legacy system to a new location.
 
ARListening

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


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


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Re: Remedy 4.0 or 4.5

What we want to do:  Create a new server (done), move it to the new location, 
move the support team to the new server.  Move the current production server to 
the new location and use as the hot backup sysytem.
 
So both machines will need a new license.


--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:

From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 7:35 PM


** 




Veanna,
 
4 didn't have a form? On version 4 licenses were stored on the disk. On Solaris 
(any unix system for that matter) the Remedy licenses were stored in the 
/etc/arsystem/servername/ folder in a .lic file.
 
This is a text file with the license stored in a particular format.
 
What do you want to do? Add? Remove? Delete a license?
 
You just might be able to do it bypassing the tool by doing it manually by 
editing this file. Its not rocket science really as the information isn't 
encrypted by the tool, its very much in a free text format.
 
After doing whatever you wish to do on the licnese file, you can run the 
arsignal -l AR Server Name:AR TCP Portnumber. The arsignal command will be 
found in the bin folder of the AR Server installation folder.
 
Its a sort of a backdoor towards doing what you might be looking to do, but I 
hope it helps.
 
Joe





From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 8:25:00 PM
Subject: Re: Remedy 4.0 or 4.5

** 




Which accounts for the error message.  The 4.0 has a form: Remedy Software 
Licence, that has the key data, same type of stuff in the licensing tool.  But 
the fields are read only, and I don't know how to get the information into 
them.  We are on Solaris, not windows.  Any information is greatly appreciated.
 
Veanna

--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:

From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 7:18 PM


** 




Veanna,
 
There used to be a licensing tool, that had to be opened on the server. If I 
remember right it had too he used directly on the server and not remotely. You 
didn't have to log on. All you needed to do was open the tool and that tool 
would use the information in the ar.cfg or ar.conf file in case the license 
file was stored at any other place other than the default location and then 
interpret the contents of the file and display it within the tool.
 
I think a version 3 tool is compatible with version 4 for licensing and as 
Roger pointed out the licensing structure changed in 5 so it will not support 4.
 
Joe





From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 7:57:19 PM
Subject: Re: Remedy 4.0 or 4.5

** 




Hi Roger,
 
So how did it work in 4?
 
We have the trial licenses for moving, but don't know how to apply them.
 
Veanna


--- On Mon, 11/24/08, Roger Justice [EMAIL PROTECTED] wrote:

From: Roger Justice [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 6:26 PM


** The licensing tool was changed in 5 since it became part of the admin tool. 


-Original Message-
From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Mon, 24 Nov 2008 7:18 pm
Subject: Re: Remedy 4.0 or 4.5


** 




Hi Joe,
 
Thanks for responding.  We have the ARSystem install, but not the client tools 
install.  We need the licensing tool, or the knowledge of how it was done back 
then.  BMC has been helpful and gave us a 5.1 licensing tool, it's supposed to 
be compatible, but we're getting an ARERR 91 RPC procedure unavailable.  Which 
makes me think it's a different way of licensing.  
 
We can wait until Thursday.  I have the new machine installed and we're testing 
it.  We had planned to move it tomorrow, but we'll wait until Monday.  
 
Veanna

--- On Mon, 11/24/08, Joe DeSouza [EMAIL PROTECTED] wrote:

From: Joe DeSouza [EMAIL PROTECTED]
Subject: Re: Remedy 4.0 or 4.5
To: arslist@ARSLIST.ORG
Date: Monday, November 24, 2008, 5:33 PM


** 
#yiv746731253 #yiv1329960463 #yiv669605538 
#AOLMsgPart_2_c91177eb-7672-4b28-abdf-bf0ab178f425 #yiv1716852523 DIV 
{margin:0px;}



Veanna,
 
These are old versions - more than 3 major versions old, so will no longer be 
available for download from the Remedy website. Remedy support, supports upto 3 
major releases so currently will support only upto 6.0 and in a few months upto 
6.3 after 7.5 is released.
 
Your best chances are trying to source them from your old backups of software. 
I think I have those two versions at home but am at home away from home at the 
moment in Connecticut and wont return to New Jersey where I currently reside 
till Thursday. If you can wait that long, I can look them up for you. I have 
the files necesasry for windows. Not sure if I have unix installers backed up 
to CD.
 
Joe




From: Veanna Carr [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, November 24,

Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)