Active Link Error

[Salma]

Dear All,



I m trying to create an AL whose task is to throw error message when user
tries to Save incident with out updating Work info. We are using ARS 7.0 and
ITSM 7. The strabge thing is this AL is working only on my laptop  for all
users . When i try from other system this AL is not working , i mean they
are able to save with out any error.



AL Details:



Execute on: Modify

Runif :  'z1D_Summary' =  $NULL$

If Action: error message

Permission: public

 

Please help me .

 

Regards,

Salma

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Re: Permissions Issues - URGENT HELP NEEDED

[Jason]

Can you send the list of permissions for one of the users with the problem? If 
they have "incident user" permission, this would be normal. Allowing them to 
modify tickets in another group would need to be "Incident Master".

"submitted by a member of their group" This is based on the current "owner 
group" selected on the assignment tab. It's automatically set based on the 
group role that the record gets assigned to. It's worth noting, as a ticket 
gets routed around, the owner group can change.


Jason Bess
Bess Development Corp
Currently building sand castles in Baghdad





From: "Muhlethaler, Laurie" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, December 4, 2008 9:17:00 AM
Subject: Re: Permissions Issues - URGENT HELP NEEDED

** 
Addendum:  it appears that they can modify only those tickets assigned to a 
group they are a member of or that was submitted by a member of their group.
 
Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436



From:Muhlethaler, Laurie 
Sent: Wednesday, December 03, 2008 9:52 PM
To: [EMAIL PROTECTED]
Subject: Permissions Issues - URGENT HELP NEEDED
Importance: High
 
Listers ~ either I’m going insane or I’m just overlooking something simple.  
 
All of a sudden, our users cannot modify tickets that they did not submit.  The 
submitter mode is set to “Changeable” and has been since inception.  We 
are/were planning on going live tomorrow morning and this stupid issue just 
popped up.  I’m at my wits end as I absolutely can’t see what’s causing this 
issue.
 
Any help is greatly appreciated.
 
7.0.03 Patch 006
Service Desk
Asset Management
 
 
Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436
  


The information transmitted is intended only for the person or entity to which 
it is addressed and may contain confidential and/or privileged material. Any 
review, retransmission, dissemination or other use of, or taking of any action 
in reliance upon, this information by persons or entities other than the 
intended recipient is prohibited. If you received this in error, please contact 
the sender and delete the material from any computer. This message cannot be 
guaranteed to be secure or error-free.
 
First Republic Bank and its related entities do not take responsibility for, or 
accept time-sensitive instructions sent by email including orders, funds 
transfer instructions or stop payments on checks. All instructions of this 
nature must be handled by direct communication, not email.
 
We reserve the right to monitor and review the content of all email 
communications sent or received. Emails sent to or from this address may be 
stored in accordance with regulatory requirements.
 
First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., 
FSB__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html___

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Re: Permissions Issues - URGENT HELP NEEDED

[strauss]

Have you implemented multi-tenancy or not?  We have, and we ran into 
permissions problems across companies - assignees couldn't even see the tickets 
assigned to their group - that had to be solved with custom code to append the 
assigned group id to the assignee groups field (112).  OOTB, field 112 only 
gets the group id for the Customer Company (Contact Company) on an Incident.  
Permissions can be extended in the OOTB app by selecting a different company 
for the Direct Contact Company on the Contact tab, or the Company on the 
classification tab which is set by default to the Contact Company value.  The 
Assigned Group and Owner Group affect visibility on the consoles, but not 
permissions; without matching Company permissions for both the logged in user 
(support staff) and one of the company group id values in field 112 of the 
incident, the incident will not be visible even if the support staffer queries 
the entire Incident form, much less in the consoles.

BTW, we have always run our Help Desk and ITSM apps with ARS in submitter 
locked mode, but I can't say that it was required for ITSM 7.

I am thinking that you are somehow getting at cross purposes to the OOTB app 
workflow that only allows ticket modification by assigned group or owner group 
members, which is as designed.

See http://arsweb4.ars.unt.edu/helpdesk/itsm7_record_permissions.htm for more 
detail if any of this might apply to your problem.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Muhlethaler, Laurie
Sent: Thursday, December 04, 2008 12:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Permissions Issues - URGENT HELP NEEDED

**
Addendum:  it appears that they can modify only those tickets assigned to a 
group they are a member of or that was submitted by a member of their group.

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

From: Muhlethaler, Laurie
Sent: Wednesday, December 03, 2008 9:52 PM
To: [EMAIL PROTECTED]
Subject: Permissions Issues - URGENT HELP NEEDED
Importance: High

Listers ~ either I'm going insane or I'm just overlooking something simple.

All of a sudden, our users cannot modify tickets that they did not submit.  The 
submitter mode is set to "Changeable" and has been since inception.  We 
are/were planning on going live tomorrow morning and this stupid issue just 
popped up.  I'm at my wits end as I absolutely can't see what's causing this 
issue.

Any help is greatly appreciated.

7.0.03 Patch 006
Service Desk
Asset Management


Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

[http://logos.firstrepublic.com/FRB.jpg]

The information transmitted is intended only for the person or entity to which 
it is addressed and may contain confidential and/or privileged material. Any 
review, retransmission, dissemination or other use of, or taking of any action 
in reliance upon, this information by persons or entities other than the 
intended recipient is prohibited. If you received this in error, please contact 
the sender and delete the material from any computer. This message cannot be 
guaranteed to be secure or error-free.

First Republic Bank and its related entities do not take responsibility for, or 
accept time-sensitive instructions sent by email including orders, funds 
transfer instructions or stop payments on checks. All instructions of this 
nature must be handled by direct communication, not email.

We reserve the right to monitor and review the content of all email 
communications sent or received. Emails sent to or from this address may be 
stored in accordance with regulatory requirements.

First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB
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Re: Permissions Issues - URGENT HELP NEEDED

[Muhlethaler, Laurie]

Addendum:  it appears that they can modify only those tickets assigned
to a group they are a member of or that was submitted by a member of
their group.

 

Laurie Muhlethaler

First Republic Bank

Remedy Developer / Administrator

415.364.4436



From: Muhlethaler, Laurie 
Sent: Wednesday, December 03, 2008 9:52 PM
To: [EMAIL PROTECTED]
Subject: Permissions Issues - URGENT HELP NEEDED
Importance: High

 

Listers ~ either I'm going insane or I'm just overlooking something
simple.  

 

All of a sudden, our users cannot modify tickets that they did not
submit.  The submitter mode is set to "Changeable" and has been since
inception.  We are/were planning on going live tomorrow morning and this
stupid issue just popped up.  I'm at my wits end as I absolutely can't
see what's causing this issue.

 

Any help is greatly appreciated.

 

7.0.03 Patch 006

Service Desk

Asset Management

 

 

Laurie Muhlethaler

First Republic Bank

Remedy Developer / Administrator

415.364.4436

 


--
The information transmitted is intended only for the person or entity to which 
it is addressed and may contain confidential and/or privileged material. Any 
review, retransmission, dissemination or other use of, or taking of any action 
in reliance upon, this information by persons or entities other than the 
intended recipient is prohibited. If you received this in error, please contact 
the sender and delete the material from any computer. This message cannot be 
guaranteed to be secure or error-free.
 
First Republic Bank and its related entities do not take responsibility for, or 
accept time-sensitive instructions sent by email including orders, funds 
transfer instructions or stop payments on checks. All instructions of this 
nature must be handled by direct communication, not email.
 
We reserve the right to monitor and review the content of all email 
communications sent or received. Emails sent to or from this address may be 
stored in accordance with regulatory requirements.
 
First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB

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Re: Permissions Issues - URGENT HELP NEEDED

[Muhlethaler, Laurie]

thank you for the quick reply...yes - they are in General Access group
(and 
always have been)...

--
The information transmitted is intended only for the person or entity to which 
it is addressed and may contain confidential and/or privileged material. Any 
review, retransmission, dissemination or other use of, or taking of any action 
in reliance upon, this information by persons or entities other than the 
intended recipient is prohibited. If you received this in error, please contact 
the sender and delete the material from any computer. This message cannot be 
guaranteed to be secure or error-free.
 
First Republic Bank and its related entities do not take responsibility for, or 
accept time-sensitive instructions sent by email including orders, funds 
transfer instructions or stop payments on checks. All instructions of this 
nature must be handled by direct communication, not email.
 
We reserve the right to monitor and review the content of all email 
communications sent or received. Emails sent to or from this address may be 
stored in accordance with regulatory requirements.
 
First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB

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Re: Permissions Issues - URGENT HELP NEEDED

[Eli Schilling]

Check the user formmake sure they're in "general access" ...may not be it, 
but its a place to start.

-Eli

--
Eli Schilling
Remedy Admin
Coldwater Creek, Inc.
 

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Wed Dec 03 21:52:28 2008
Subject: Permissions Issues - URGENT HELP NEEDED

** 

Listers ~ either I’m going insane or I’m just overlooking something simple.  

 

All of a sudden, our users cannot modify tickets that they did not submit.  The 
submitter mode is set to “Changeable” and has been since inception.  We 
are/were planning on going live tomorrow morning and this stupid issue just 
popped up.  I’m at my wits end as I absolutely can’t see what’s causing this 
issue.

 

Any help is greatly appreciated.

 

7.0.03 Patch 006

Service Desk

Asset Management

 

 

Laurie Muhlethaler

First Republic Bank

Remedy Developer / Administrator

415.364.4436

 

[First Republic Bank logo]  


The information transmitted is intended only for the person or entity to which 
it is addressed and may contain confidential and/or privileged material. Any 
review, retransmission, dissemination or other use of, or taking of any action 
in reliance upon, this information by persons or entities other than the 
intended recipient is prohibited. If you received this in error, please contact 
the sender and delete the material from any computer. This message cannot be 
guaranteed to be secure or error-free.
 
First Republic Bank and its related entities do not take responsibility for, or 
accept time-sensitive instructions sent by email including orders, funds 
transfer instructions or stop payments on checks. All instructions of this 
nature must be handled by direct communication, not email.
 
We reserve the right to monitor and review the content of all email 
communications sent or received. Emails sent to or from this address may be 
stored in accordance with regulatory requirements.
 
First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___

Permissions Issues - URGENT HELP NEEDED

[Muhlethaler, Laurie]

Listers ~ either I'm going insane or I'm just overlooking something
simple.  

 

All of a sudden, our users cannot modify tickets that they did not
submit.  The submitter mode is set to "Changeable" and has been since
inception.  We are/were planning on going live tomorrow morning and this
stupid issue just popped up.  I'm at my wits end as I absolutely can't
see what's causing this issue.

 

Any help is greatly appreciated.

 

7.0.03 Patch 006

Service Desk

Asset Management

 

 

Laurie Muhlethaler

First Republic Bank

Remedy Developer / Administrator

415.364.4436

 


--
The information transmitted is intended only for the person or entity to which 
it is addressed and may contain confidential and/or privileged material. Any 
review, retransmission, dissemination or other use of, or taking of any action 
in reliance upon, this information by persons or entities other than the 
intended recipient is prohibited. If you received this in error, please contact 
the sender and delete the material from any computer. This message cannot be 
guaranteed to be secure or error-free.
 
First Republic Bank and its related entities do not take responsibility for, or 
accept time-sensitive instructions sent by email including orders, funds 
transfer instructions or stop payments on checks. All instructions of this 
nature must be handled by direct communication, not email.
 
We reserve the right to monitor and review the content of all email 
communications sent or received. Emails sent to or from this address may be 
stored in accordance with regulatory requirements.
 
First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB

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APPLICATION-RELEASE-PENDING: not found

[Vijayalakshmi Paulraj]

Hi All,

Whenever I restart my Remedy server, I am receiving this error as below

"APPLICATION-RELEASE-PENDING: not found"

Any ideas on how to rectify this? Please pass on.

We are running V7.0.01 Patch 8 on SunOS.

Thanks & Regards,
Vijayalakshmi Paulraj



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e-mail, or the taking of any action based on it, is strictly prohibited. If you 
are not the intended recipient, please notify the sender immediately by return 
e-mail and delete this message.



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Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

[LJ Longwing]

I completely agree that we are talking about a like statement on a wide
table that won't use an index with over 500K records in it...this is a 'bad'
thing to say the leastbut according to my DBA, you can instruct SQL to
not block other query/update/insert to the table while the inefficient query
is being run...while this isn't ideal...it makes it so that it's not
blocking.  It's dirty, not because it's inefficient, but because it's
possible for the data to change before it's all given to you...and I agree
that this is likely to happen on any DBany db that allows searching on
the diary fields.  One 'solution' that you could look into that others
recommended earlier in the thread is to use the Full Text Search capability
reintroduced in the 7.x worldit is a separate indexing service that
indexes specific fields that you want to search on (diary fields especially)
and allows for efficient searching of those records without hurting the DB. 

-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: Wednesday, December 03, 2008 4:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, that's called SQL injection, but that doesn't apply here, as Remedy
guards against it through parameterized statements.

In this case, the "dirty" query isn't really dirty, it's just inefficient.
That is, searching a massive diary field against a half million records,
which Remedy allows you to do out-of-the-box.

I hope Doug is monitoring this thread, as I think what I'm describing could
happen on ANY database.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Wednesday, December 03, 2008 4:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

I'm told by my DBA that it's possible to write 'dirty' queries that won't
lock the DB, but I haven't been able to figure out how to make Remedy run
them...it's basically an appendage to the end of the sql statement. 

-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: Wednesday, December 03, 2008 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, it looks like I found it.  Microsoft SQL handles lock escalation
dynamically.

The escalation can, well, escalate to a table lock.  Here's Microsoft
article on the issue:

http://support.microsoft.com/kb/323630

I ran the Profiler, and sure enough, that's exactly what's happening!

The fix? Write better, smaller queries.

Damn.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Darrell Reading
Sent: Wednesday, December 03, 2008 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Is there something going on with that table that locks it when someone
searches?  Maybe it is as simple as changing the lockmode from table to row?



Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-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: Wednesday, December 03, 2008 14:18
To: arslist@ARSLIST.ORG
Subject: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

*** UPDATE ***

Well, it appears I don't have to toilet paper my own house after all.

As I reported below, I attempted to fix my problem with spotty, intermittent
performance by increasing my fast and list threads from 5 to 30.  That did
nothing.  I still have the same problem.

The issue is most definitely related to diary searches, but I would
*expect* that a diary search would not so drastically impact ALL users as it
does.  I can understand the person who invoked the diary search having a
problem, but considering there are so many other threads available and CPU
utilization remains under 10%, I would think other users would not be
impacted so dramatically.

But it never fails...I can reproduce the problem 100% of the time.  I kick
off a diary search, and everyone's client stops responding.

It's almost like (I know this is dreaded and sometimes over-reported), but
it's almost like a memory leak in the server app.  Restarting the service,
naturally, rectifies the situation and Remedy just hums along until someone
else does a diary search.

Now, I understand I can block diary searches.  But my issue is wondering why
diary searches impact EVERYONE.

Ideas?

Norm



-Original Message-
From: Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE
Sent: Tuesday, November 25, 2008 5:3

SLM Email Problems

[Shafqat Ayaz]

Hi All
Have managed to install, config and go live with the SLM Module 
Now one more small problem!
I have set Milestones, and Actions, which are basically emails going out at 95% 
of the SLA time expired notification. All is working fine and as expected EXCEPT
The email seems to come from one of the addressees!
so for example I have 2 people configured to receive emails as notifications
say [EMAIL PROTECTED] and [EMAIL PROTECTED]
on top of the email it says it is coming from efg instead of Servicedesk, where 
all other emails seem to originate from.
All other AR System notification have the correct header, except the emails 
going out of SLM.
I have tried to change the names around, and now it says it is coming from abc!
Any one have any ideas what could be causing this?
 
ARS 7.01
Solaris 
Oracle
SLM 7.1
 
Many thanks
 
shafqat ayaz




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Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

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

Well, that's called SQL injection, but that doesn't apply here, as
Remedy guards against it through parameterized statements.

In this case, the "dirty" query isn't really dirty, it's just
inefficient.  That is, searching a massive diary field against a half
million records, which Remedy allows you to do out-of-the-box.

I hope Doug is monitoring this thread, as I think what I'm describing
could happen on ANY database.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Wednesday, December 03, 2008 4:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

I'm told by my DBA that it's possible to write 'dirty' queries that
won't
lock the DB, but I haven't been able to figure out how to make Remedy
run
them...it's basically an appendage to the end of the sql statement. 

-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: Wednesday, December 03, 2008 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, it looks like I found it.  Microsoft SQL handles lock escalation
dynamically.

The escalation can, well, escalate to a table lock.  Here's Microsoft
article on the issue:

http://support.microsoft.com/kb/323630

I ran the Profiler, and sure enough, that's exactly what's happening!

The fix? Write better, smaller queries.

Damn.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Darrell Reading
Sent: Wednesday, December 03, 2008 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Is there something going on with that table that locks it when someone
searches?  Maybe it is as simple as changing the lockmode from table to
row?



Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-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: Wednesday, December 03, 2008 14:18
To: arslist@ARSLIST.ORG
Subject: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

*** UPDATE ***

Well, it appears I don't have to toilet paper my own house after all.

As I reported below, I attempted to fix my problem with spotty,
intermittent
performance by increasing my fast and list threads from 5 to 30.  That
did
nothing.  I still have the same problem.

The issue is most definitely related to diary searches, but I would
*expect* that a diary search would not so drastically impact ALL users
as it
does.  I can understand the person who invoked the diary search having a
problem, but considering there are so many other threads available and
CPU
utilization remains under 10%, I would think other users would not be
impacted so dramatically.

But it never fails...I can reproduce the problem 100% of the time.  I
kick
off a diary search, and everyone's client stops responding.

It's almost like (I know this is dreaded and sometimes over-reported),
but
it's almost like a memory leak in the server app.  Restarting the
service,
naturally, rectifies the situation and Remedy just hums along until
someone
else does a diary search.

Now, I understand I can block diary searches.  But my issue is wondering
why
diary searches impact EVERYONE.

Ideas?

Norm



-Original Message-
From: Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE
Sent: Tuesday, November 25, 2008 5:39 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, a little bird (ahem...cough...Doug...cough) suggested I double up
my
list and fast threads, which I've done, and that seems -- at least on
the
surface -- to have corrected the problem.

I did have multiple threads, but I guess just not enough.

If that was the problem, I'm going to toilet paper my own house.

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 5:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Never mind..  I guess I should read the entire thread before
responding.


Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

We had a similar problem recently. We found that an Active Link was
causing
our problem. It was a

Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

[Darrell Reading]

I am sorry, been a Unix/Linux guy forever and on top of that exposed to
mainly Informix and DB2.  I have no point of reference on that end.  I
wonder if you could set the DB up for dirty reads by default, that might
be the key there if you can't lock by row. 


Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Wednesday, December 03, 2008 16:43
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

I'm told by my DBA that it's possible to write 'dirty' queries that
won't
lock the DB, but I haven't been able to figure out how to make Remedy
run
them...it's basically an appendage to the end of the sql statement. 

-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: Wednesday, December 03, 2008 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, it looks like I found it.  Microsoft SQL handles lock escalation
dynamically.

The escalation can, well, escalate to a table lock.  Here's Microsoft
article on the issue:

http://support.microsoft.com/kb/323630

I ran the Profiler, and sure enough, that's exactly what's happening!

The fix? Write better, smaller queries.

Damn.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Darrell Reading
Sent: Wednesday, December 03, 2008 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Is there something going on with that table that locks it when someone
searches?  Maybe it is as simple as changing the lockmode from table to
row?



Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-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: Wednesday, December 03, 2008 14:18
To: arslist@ARSLIST.ORG
Subject: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

*** UPDATE ***

Well, it appears I don't have to toilet paper my own house after all.

As I reported below, I attempted to fix my problem with spotty,
intermittent
performance by increasing my fast and list threads from 5 to 30.  That
did
nothing.  I still have the same problem.

The issue is most definitely related to diary searches, but I would
*expect* that a diary search would not so drastically impact ALL users
as it
does.  I can understand the person who invoked the diary search having a
problem, but considering there are so many other threads available and
CPU
utilization remains under 10%, I would think other users would not be
impacted so dramatically.

But it never fails...I can reproduce the problem 100% of the time.  I
kick
off a diary search, and everyone's client stops responding.

It's almost like (I know this is dreaded and sometimes over-reported),
but
it's almost like a memory leak in the server app.  Restarting the
service,
naturally, rectifies the situation and Remedy just hums along until
someone
else does a diary search.

Now, I understand I can block diary searches.  But my issue is wondering
why
diary searches impact EVERYONE.

Ideas?

Norm



-Original Message-
From: Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE
Sent: Tuesday, November 25, 2008 5:39 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, a little bird (ahem...cough...Doug...cough) suggested I double up
my
list and fast threads, which I've done, and that seems -- at least on
the
surface -- to have corrected the problem.

I did have multiple threads, but I guess just not enough.

If that was the problem, I'm going to toilet paper my own house.

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 5:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Never mind..  I guess I should read the entire thread before
responding.


Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

We had a similar problem recently. We found that an Active Link was
causing
our problem. It 

Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

[LJ Longwing]

I'm told by my DBA that it's possible to write 'dirty' queries that won't
lock the DB, but I haven't been able to figure out how to make Remedy run
them...it's basically an appendage to the end of the sql statement. 

-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: Wednesday, December 03, 2008 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, it looks like I found it.  Microsoft SQL handles lock escalation
dynamically.

The escalation can, well, escalate to a table lock.  Here's Microsoft
article on the issue:

http://support.microsoft.com/kb/323630

I ran the Profiler, and sure enough, that's exactly what's happening!

The fix? Write better, smaller queries.

Damn.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Darrell Reading
Sent: Wednesday, December 03, 2008 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Is there something going on with that table that locks it when someone
searches?  Maybe it is as simple as changing the lockmode from table to row?



Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-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: Wednesday, December 03, 2008 14:18
To: arslist@ARSLIST.ORG
Subject: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

*** UPDATE ***

Well, it appears I don't have to toilet paper my own house after all.

As I reported below, I attempted to fix my problem with spotty, intermittent
performance by increasing my fast and list threads from 5 to 30.  That did
nothing.  I still have the same problem.

The issue is most definitely related to diary searches, but I would
*expect* that a diary search would not so drastically impact ALL users as it
does.  I can understand the person who invoked the diary search having a
problem, but considering there are so many other threads available and CPU
utilization remains under 10%, I would think other users would not be
impacted so dramatically.

But it never fails...I can reproduce the problem 100% of the time.  I kick
off a diary search, and everyone's client stops responding.

It's almost like (I know this is dreaded and sometimes over-reported), but
it's almost like a memory leak in the server app.  Restarting the service,
naturally, rectifies the situation and Remedy just hums along until someone
else does a diary search.

Now, I understand I can block diary searches.  But my issue is wondering why
diary searches impact EVERYONE.

Ideas?

Norm



-Original Message-
From: Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE
Sent: Tuesday, November 25, 2008 5:39 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, a little bird (ahem...cough...Doug...cough) suggested I double up my
list and fast threads, which I've done, and that seems -- at least on the
surface -- to have corrected the problem.

I did have multiple threads, but I guess just not enough.

If that was the problem, I'm going to toilet paper my own house.

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 5:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Never mind..  I guess I should read the entire thread before responding.


Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

We had a similar problem recently. We found that an Active Link was causing
our problem. It was a newly created Active Link that was somehow corrupted
and caused the server to hang.

It might be worth a look. Check to see if any objects have been created or
modified recently.  

Good Luck. 

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR USA
MEDCOM USAMITC
Sent: Tuesday, November 25, 2008 9:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Norm,

You may want to in

Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

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

Well, Microsoft SQL is known as very robust DB.  The issue is the query
being passed to it.  Unfortunately, because of the WUT's "open" querying
system, the end user can define very poor queries and pass it to the
underlying DB.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Darrell Reading
Sent: Wednesday, December 03, 2008 4:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

I noticed that you can turn off the escalation and set the tables to
lock row.  The problem appears that it might be an overall performance
hit, according to Microsoft.  You could run your ARServer on a Windows
server with the DB on an alternative OS with a more robust DB  Just
a thought.  BTW, I have little to no experience with Microsoft's SQL
server, so I will have to defer to someone with more experience in that
realm...  At least you know what is going on. 


Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-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: Wednesday, December 03, 2008 15:14
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, it looks like I found it.  Microsoft SQL handles lock escalation
dynamically.

The escalation can, well, escalate to a table lock.  Here's Microsoft
article on the issue:

http://support.microsoft.com/kb/323630

I ran the Profiler, and sure enough, that's exactly what's happening!

The fix? Write better, smaller queries.

Damn.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Darrell Reading
Sent: Wednesday, December 03, 2008 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Is there something going on with that table that locks it when someone
searches?  Maybe it is as simple as changing the lockmode from table to
row? 


Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-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: Wednesday, December 03, 2008 14:18
To: arslist@ARSLIST.ORG
Subject: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

*** UPDATE ***

Well, it appears I don't have to toilet paper my own house after all.

As I reported below, I attempted to fix my problem with spotty,
intermittent performance by increasing my fast and list threads from 5
to 30.  That did nothing.  I still have the same problem.

The issue is most definitely related to diary searches, but I would
*expect* that a diary search would not so drastically impact ALL users
as it does.  I can understand the person who invoked the diary search
having a problem, but considering there are so many other threads
available and CPU utilization remains under 10%, I would think other
users would not be impacted so dramatically.

But it never fails...I can reproduce the problem 100% of the time.  I
kick off a diary search, and everyone's client stops responding.

It's almost like (I know this is dreaded and sometimes over-reported),
but it's almost like a memory leak in the server app.  Restarting the
service, naturally, rectifies the situation and Remedy just hums along
until someone else does a diary search.

Now, I understand I can block diary searches.  But my issue is wondering
why diary searches impact EVERYONE.

Ideas?

Norm



-Original Message-
From: Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE 
Sent: Tuesday, November 25, 2008 5:39 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, a little bird (ahem...cough...Doug...cough) suggested I double up
my list and fast threads, which I've done, and that seems -- at least on
the surface -- to have corrected the problem.

I did have multiple threads, but I guess just not enough.

If that was the problem, I'm going to toilet paper my own house.

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 5:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Never mind..  I guess I should read the entire thread before
responding. 

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield

Re: Menu match stopped working after bouncing service

[Rick Westbrock]

Now that we are using version 7 where I can set a character field to
Drop-down instead of Edit mode I've found that I have no use for the
menu pattern match any longer. It never worked quite right with search
menus anyway and this new method works great.
 
 
-Rick




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Morrison, David A.
Sent: Wednesday, December 03, 2008 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu match stopped working after bouncing service


** 

This seems to be a popular bug.  I ran into this yesterday myself.  I
had an issue on a form where I could not get three character fields to
display.  I tried everything I knew but could not get them to show up.
I then imported the form def file again and they still would not
display.  Then all of a sudden I was getting calls saying two
"different" forms were not being saved and were giving the MENU pattern
error.  Could not find anything in the logs to help.  I went ahead and
disabled the Menu attribute for the fields in question and that allowed
the forms to be saved.  I went to the BMC site to search for this bug,
but the Knowledge Base search just locks up this morning.  L   I have
found several posts on this list concerning this issue.  I am not using
ITSM either.  I also remember running into this problem back in version
3.1.2.  Again, just took the MENU attribute off.

 

Concerning the original issue I had:

I finally was able to get the fields to display by clicking on the spot
where they were located and when the cursor switched to the sizing
arrows, I clicked on it and the field suddenly appeared.  I resized it
and did the same to the other two fields and saved the form.  I was then
able to see them in the user client.  However, I added some boxes on the
form, and now they are not showing up.  L  It seems as though it is
defaulting to hidden for no apparent reason??

 

VM Virtual server

OS: Windows 2003 R2

 Database: MS SQL Server 2005 (Remote)

 AR Server 7.1.00 patch 4

 Mid-Tier 7.1.00 hosted on IIS 6 and Tomcat 5.5 servlet engine.

AR Client 7.1.00 patch 4

 

David Morrison

Remedy Administrator

East Tennessee State University

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Matthew Perrault
Sent: Wednesday, December 03, 2008 9:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu match stopped working after bouncing service

 

** 

Rick, Nyall,

We had and still have that issue on our Development and Test
environments.

We are running ITSM 7 which uses a lot of memory. I wonder if what Nyall
wrote below is why we see it?

It will be fine for a couple of weeks and then suddenly every form that
has that (foundation has it everywhere) $MENU$ pattern matching will
fail.

We end up rebooting the server.

There was/is a defect reported on this:

ISS03247553

SW00284075

But BMC closed it because they said they couldn't reproduce it.

 

Thanks,

Matthew Perrault 

SIM Team 

Remedy Developer 

763-764-2423 

Click to contact the Service Desk or Make a Computer Related Request
  

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nyall McCavitt
Sent: Wednesday, December 03, 2008 12:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu match stopped working after bouncing service

 

** 

Hi,

I had this issue with ARS V7.1. There were 2 workarounds that I found
for this but these only partially succeeded. The first was to disable
the $MENU$ pattern matching on the field concerned. Save the
modification then re-apply $MENU$ pattern matching. This obviously only
works for small numbers of fields and the problem reappeared after a
certain time period. The second option is to stop and restart the Remedy
service. Not always practical in a production environment.

The final solution was to patch our ARS V7.1 server to patch 5. This
resolved the problem which was to due to how the ARS Server was
interacting with Oracle. Once a certain memory threshold had been
reached then the problem would appear.

I think that you should contact Remedy Support and see what patch level
for ARS V7.0.1 does not have this issue.

Hope that this helps.

Nyall

Rick Westbrock wrote: 

** 

Yesterday I was having some odd performance issues with my Mid-tier
users and eventually my Admin tool kept locking up whenever I tried to
open any form on my production server (7.0.1 p6 on Windows). I ended up
bouncing the service and then for some reason all of my character fields
that had the $MENU$ pattern match set refused to actually match
anything. I had one user call me about a field on one particular form so
I removed the pattern match and changed the field from Edit to Drop-Down
(now that all the clients have been upgraded to version 7). Then a few
hours later a different user reported the same problem on a field in a
different form. By early this morni

Re: Link to Remedy Marketplace

[Sanford, Claire]

I think he means the old Remedy Company Store... where you could buy
Remedy items... Shirts, Pens, Frisbees, Cups etc...If that is who he
means... it went bye bye with the BMC purchase.  It is a darn shame too.
I have a $100 certificate I won at RUG, lost and found right after the
store closed.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Wednesday, December 03, 2008 3:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Link to Remedy Marketplace


** 
Are you perhaps thinking of MarketZone?  i.e. a listing of third party
product solutions from BMC partners?
 
If so, it can be found here:
 
http://developer.bmc.com/communities/community/resources/directories/thi
rd_party_solution_product_directory?view=overview
 
 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Angus Comber
Sent: Wednesday, December 03, 2008 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Link to Remedy Marketplace


** 
Hello
 
I tried to find the Remedy Marketplace on the BMC web site and failed
dismally.  How does anyone find anything on their site?
 
Anyway, can anyone provide me with a link to the Remedy Marketplace?
Has anyone found it?
 
Angus
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
Answers Are" html___ 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

[Darrell Reading]

I noticed that you can turn off the escalation and set the tables to
lock row.  The problem appears that it might be an overall performance
hit, according to Microsoft.  You could run your ARServer on a Windows
server with the DB on an alternative OS with a more robust DB  Just
a thought.  BTW, I have little to no experience with Microsoft's SQL
server, so I will have to defer to someone with more experience in that
realm...  At least you know what is going on. 


Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-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: Wednesday, December 03, 2008 15:14
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, it looks like I found it.  Microsoft SQL handles lock escalation
dynamically.

The escalation can, well, escalate to a table lock.  Here's Microsoft
article on the issue:

http://support.microsoft.com/kb/323630

I ran the Profiler, and sure enough, that's exactly what's happening!

The fix? Write better, smaller queries.

Damn.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Darrell Reading
Sent: Wednesday, December 03, 2008 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Is there something going on with that table that locks it when someone
searches?  Maybe it is as simple as changing the lockmode from table to
row? 


Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-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: Wednesday, December 03, 2008 14:18
To: arslist@ARSLIST.ORG
Subject: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

*** UPDATE ***

Well, it appears I don't have to toilet paper my own house after all.

As I reported below, I attempted to fix my problem with spotty,
intermittent performance by increasing my fast and list threads from 5
to 30.  That did nothing.  I still have the same problem.

The issue is most definitely related to diary searches, but I would
*expect* that a diary search would not so drastically impact ALL users
as it does.  I can understand the person who invoked the diary search
having a problem, but considering there are so many other threads
available and CPU utilization remains under 10%, I would think other
users would not be impacted so dramatically.

But it never fails...I can reproduce the problem 100% of the time.  I
kick off a diary search, and everyone's client stops responding.

It's almost like (I know this is dreaded and sometimes over-reported),
but it's almost like a memory leak in the server app.  Restarting the
service, naturally, rectifies the situation and Remedy just hums along
until someone else does a diary search.

Now, I understand I can block diary searches.  But my issue is wondering
why diary searches impact EVERYONE.

Ideas?

Norm



-Original Message-
From: Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE 
Sent: Tuesday, November 25, 2008 5:39 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, a little bird (ahem...cough...Doug...cough) suggested I double up
my list and fast threads, which I've done, and that seems -- at least on
the surface -- to have corrected the problem.

I did have multiple threads, but I guess just not enough.

If that was the problem, I'm going to toilet paper my own house.

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 5:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Never mind..  I guess I should read the entire thread before
responding. 

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

We had a similar problem recently. We found that an Active Link was
causing our problem. It was a newly created Active Link that was somehow
corrupted and caused the server to hang.

It might be worth a look. Check to see if any objects have been created
or modified recently.  

Good Luck. 

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company

Re: Link to Remedy Marketplace

[Easter, David]

Are you perhaps thinking of MarketZone?  i.e. a listing of third party
product solutions from BMC partners?
 
If so, it can be found here:
 
http://developer.bmc.com/communities/community/resources/directories/thi
rd_party_solution_product_directory?view=overview
 
 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Angus Comber
Sent: Wednesday, December 03, 2008 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Link to Remedy Marketplace


** 
Hello
 
I tried to find the Remedy Marketplace on the BMC web site and failed
dismally.  How does anyone find anything on their site?
 
Anyway, can anyone provide me with a link to the Remedy Marketplace?
Has anyone found it?
 
Angus
 
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html___ 

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Link to Remedy Marketplace

[Angus Comber]

Hello

I tried to find the Remedy Marketplace on the BMC web site and failed dismally. 
 How does anyone find anything on their site?

Anyway, can anyone provide me with a link to the Remedy Marketplace?  Has 
anyone found it?

Angus

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RESOLVED Re: Sending Emails to Groups

[Frank Caruso]

I decided to create a user with id "0". After some further testing I
realized that Remedy appears to only translate from a number (in my case) to
a Group if that is the only value in the field. So, if a user enters
something like "[EMAIL PROTECTED],0,[EMAIL PROTECTED]" then the "0" does not
get translated.

Anyhow, I added the ID to our production system. Will see if this does in
fact fix the issue.

Thankx to all who replied!

On Wed, Dec 3, 2008 at 2:30 PM, bullcreek.com <[EMAIL PROTECTED]>wrote:

> If you create a user with the login of "0" (zero) and then try to send an
> email to that user it will find it.  What happens is that the server first
> looks for records in the User form with a matching login of the string you
> specify, if it doesn't find any matching entries, then it will look in the
> Group form for any matching entries and if it finds one, it will send the
> email to all members of the matching Group entry.
>
> HTH
>
> Phil Bautista
> President / CEO
> Bull Creek Data Corporation
> www.bullcreek.com
> Remedy Approved Consultant (RAC)
> 512-731-0304
> -Original message-
> From: Frank Caruso [EMAIL PROTECTED]
> Date: Tue,  2 Dec 2008 09:51:08 -0500
> To: arslist@ARSLIST.ORG
> Subject: Re: Sending Emails to Groups
>
> > Thank you all for the responses.
> >
> > I am going to try creating a user with ID "0" and see what happens
> >
> > On Mon, Dec 1, 2008 at 4:33 PM, LJ Longwing <[EMAIL PROTECTED]>
> wrote:
> >
> > > ** This is definitely an 'as designed' function.
> > >
> > >  --
> > > *From:* Action Request System discussion list(ARSList) [mailto:
> > > [EMAIL PROTECTED] *On Behalf Of *Pierson, Shawn
> > > *Sent:* Monday, December 01, 2008 2:21 PM
> > > *To:* arslist@ARSLIST.ORG
> > > *Subject:* Re: Sending Emails to Groups
> > >
> > > **
> > >
> > > This sounds like a really big deal.  Has BMC said that it's as
> designed, or
> > > is this a bug?  This could potentially break Remedy for ITSM
> applications.
> > >
> > >
> > >
> > > *From:* Action Request System discussion list(ARSList) [mailto:
> > > [EMAIL PROTECTED] *On Behalf Of *Frank Caruso
> > > *Sent:* Monday, December 01, 2008 1:39 PM
> > > *To:* arslist@ARSLIST.ORG
> > > *Subject:* Sending Emails to Groups
> > >
> > >
> > >
> > > ** ARS 6.3p20 Solaris/Sybase
> > >
> > > One of our users was able to bring our Remedy server to its knees over
> the
> > > weekend.  They put "0" for a value in a field that was expecting one or
> more
> > > email addresses. After some hunting I was able to figure out that
> Remedy
> > > took this to mean the Public group and sent an email to every user
> > > registered with our Remedy server. This turned out to be 1000's of
> emails.
> > > It looks like Remedy translates the Public group and then creates an
> > > outgoing email for each email address in the User form.
> > >
> > > I thought I could easily block this from happening by making sure the
> value
> > > in this field contained something that looked like an email address
> > > (contained a "@") but users could do something like "[EMAIL PROTECTED],
> 0,
> > > [EMAIL PROTECTED]". Also, there are many fields throughout the
> application
> > > that allow a free-typed value (not a good idea but it is what I am
> stuck
> > > with) so I would have to build a lot of work flow.
> > >
> > > I was wondering if there was something that could be done to stop
> Remedy
> > > from translating values to Groups or a way of catching this happening
> during
> > > email processing?
> > >
> > > Thank you
> > >
> > > Frank
> > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > > html___
> > > Private and confidential as detailed here<
> http://www.sug.com/disclaimers/default.htm#Mail>.
> > > If you cannot access hyperlink, please e-mail sender. __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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> > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> >
>
>
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>

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Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

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

Well, it looks like I found it.  Microsoft SQL handles lock escalation
dynamically.

The escalation can, well, escalate to a table lock.  Here's Microsoft
article on the issue:

http://support.microsoft.com/kb/323630

I ran the Profiler, and sure enough, that's exactly what's happening!

The fix? Write better, smaller queries.

Damn.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Darrell Reading
Sent: Wednesday, December 03, 2008 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Is there something going on with that table that locks it when someone
searches?  Maybe it is as simple as changing the lockmode from table to
row? 


Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-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: Wednesday, December 03, 2008 14:18
To: arslist@ARSLIST.ORG
Subject: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

*** UPDATE ***

Well, it appears I don't have to toilet paper my own house after all.

As I reported below, I attempted to fix my problem with spotty,
intermittent performance by increasing my fast and list threads from 5
to 30.  That did nothing.  I still have the same problem.

The issue is most definitely related to diary searches, but I would
*expect* that a diary search would not so drastically impact ALL users
as it does.  I can understand the person who invoked the diary search
having a problem, but considering there are so many other threads
available and CPU utilization remains under 10%, I would think other
users would not be impacted so dramatically.

But it never fails...I can reproduce the problem 100% of the time.  I
kick off a diary search, and everyone's client stops responding.

It's almost like (I know this is dreaded and sometimes over-reported),
but it's almost like a memory leak in the server app.  Restarting the
service, naturally, rectifies the situation and Remedy just hums along
until someone else does a diary search.

Now, I understand I can block diary searches.  But my issue is wondering
why diary searches impact EVERYONE.

Ideas?

Norm



-Original Message-
From: Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE 
Sent: Tuesday, November 25, 2008 5:39 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, a little bird (ahem...cough...Doug...cough) suggested I double up
my list and fast threads, which I've done, and that seems -- at least on
the surface -- to have corrected the problem.

I did have multiple threads, but I guess just not enough.

If that was the problem, I'm going to toilet paper my own house.

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 5:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Never mind..  I guess I should read the entire thread before
responding. 

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

We had a similar problem recently. We found that an Active Link was
causing our problem. It was a newly created Active Link that was somehow
corrupted and caused the server to hang.

It might be worth a look. Check to see if any objects have been created
or modified recently.  

Good Luck. 

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR
USA MEDCOM USAMITC
Sent: Tuesday, November 25, 2008 9:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

Norm,

You may want to investigate whether you can use BMC or SQL Full Text
search options to improve the performance. Alternatively, I've found it
helps to interview the culprits to understand how they are utilizing the
system to do their job. Often you can add an indexed field that allows
them to categorize/track what they are looking for on a repeat basis.

Christopher Michaud



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AF

Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

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

Yes, it does look like the table gets locked during the query...but the
question is, how do you prevent that?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Darrell Reading
Sent: Wednesday, December 03, 2008 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Is there something going on with that table that locks it when someone
searches?  Maybe it is as simple as changing the lockmode from table to
row? 


Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-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: Wednesday, December 03, 2008 14:18
To: arslist@ARSLIST.ORG
Subject: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

*** UPDATE ***

Well, it appears I don't have to toilet paper my own house after all.

As I reported below, I attempted to fix my problem with spotty,
intermittent performance by increasing my fast and list threads from 5
to 30.  That did nothing.  I still have the same problem.

The issue is most definitely related to diary searches, but I would
*expect* that a diary search would not so drastically impact ALL users
as it does.  I can understand the person who invoked the diary search
having a problem, but considering there are so many other threads
available and CPU utilization remains under 10%, I would think other
users would not be impacted so dramatically.

But it never fails...I can reproduce the problem 100% of the time.  I
kick off a diary search, and everyone's client stops responding.

It's almost like (I know this is dreaded and sometimes over-reported),
but it's almost like a memory leak in the server app.  Restarting the
service, naturally, rectifies the situation and Remedy just hums along
until someone else does a diary search.

Now, I understand I can block diary searches.  But my issue is wondering
why diary searches impact EVERYONE.

Ideas?

Norm



-Original Message-
From: Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE 
Sent: Tuesday, November 25, 2008 5:39 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, a little bird (ahem...cough...Doug...cough) suggested I double up
my list and fast threads, which I've done, and that seems -- at least on
the surface -- to have corrected the problem.

I did have multiple threads, but I guess just not enough.

If that was the problem, I'm going to toilet paper my own house.

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 5:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Never mind..  I guess I should read the entire thread before
responding. 

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

We had a similar problem recently. We found that an Active Link was
causing our problem. It was a newly created Active Link that was somehow
corrupted and caused the server to hang.

It might be worth a look. Check to see if any objects have been created
or modified recently.  

Good Luck. 

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR
USA MEDCOM USAMITC
Sent: Tuesday, November 25, 2008 9:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

Norm,

You may want to investigate whether you can use BMC or SQL Full Text
search options to improve the performance. Alternatively, I've found it
helps to interview the culprits to understand how they are utilizing the
system to do their job. Often you can add an indexed field that allows
them to categorize/track what they are looking for on a repeat basis.

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: Tuesday, November 25, 2008 8:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Good suggestion...I'm pretty familiar with the new worklog model in
version 7 and

Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

[LJ Longwing]

Hey Norm...have your DBA (or you if you would like) turn on profiler on your
SQL Server right before you issue your searchand wait for the search to
finish (instead of restarting in the middle)...I recently had a problem
where periodically my server would just hangtracked it down to our
reporting team doing a select * on a table with about 80 columns and 350K
rows...the search was taking over 4 min's to completeall
searches/inserts/updates/anything on that table were queue'd up until that
one query was done...took me weeks to track it down to thiswe ended up
optimizing their query and the problem went away.  This unfortunately isn't
likely to do anything to solve your problem...but it will show you what's
happening at a DB level. 

-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: Wednesday, December 03, 2008 1:18 PM
To: arslist@ARSLIST.ORG
Subject: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

*** UPDATE ***

Well, it appears I don't have to toilet paper my own house after all.

As I reported below, I attempted to fix my problem with spotty, intermittent
performance by increasing my fast and list threads from 5 to 30.  That did
nothing.  I still have the same problem.

The issue is most definitely related to diary searches, but I would
*expect* that a diary search would not so drastically impact ALL users as it
does.  I can understand the person who invoked the diary search having a
problem, but considering there are so many other threads available and CPU
utilization remains under 10%, I would think other users would not be
impacted so dramatically.

But it never fails...I can reproduce the problem 100% of the time.  I kick
off a diary search, and everyone's client stops responding.

It's almost like (I know this is dreaded and sometimes over-reported), but
it's almost like a memory leak in the server app.  Restarting the service,
naturally, rectifies the situation and Remedy just hums along until someone
else does a diary search.

Now, I understand I can block diary searches.  But my issue is wondering why
diary searches impact EVERYONE.

Ideas?

Norm



-Original Message-
From: Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE
Sent: Tuesday, November 25, 2008 5:39 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, a little bird (ahem...cough...Doug...cough) suggested I double up my
list and fast threads, which I've done, and that seems -- at least on the
surface -- to have corrected the problem.

I did have multiple threads, but I guess just not enough.

If that was the problem, I'm going to toilet paper my own house.

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 5:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Never mind..  I guess I should read the entire thread before responding.


Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

We had a similar problem recently. We found that an Active Link was causing
our problem. It was a newly created Active Link that was somehow corrupted
and caused the server to hang.

It might be worth a look. Check to see if any objects have been created or
modified recently.  

Good Luck. 

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR USA
MEDCOM USAMITC
Sent: Tuesday, November 25, 2008 9:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Norm,

You may want to investigate whether you can use BMC or SQL Full Text search
options to improve the performance. Alternatively, I've found it helps to
interview the culprits to understand how they are utilizing the system to do
their job. Often you can add an indexed field that allows them to
categorize/track what they are looking for on a repeat basis.

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: Tuesday, November 25, 2008 8:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Good suggestion...I'm pretty familiar wi

Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

[Darrell Reading]

Is there something going on with that table that locks it when someone
searches?  Maybe it is as simple as changing the lockmode from table to
row? 


Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-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: Wednesday, December 03, 2008 14:18
To: arslist@ARSLIST.ORG
Subject: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

*** UPDATE ***

Well, it appears I don't have to toilet paper my own house after all.

As I reported below, I attempted to fix my problem with spotty,
intermittent performance by increasing my fast and list threads from 5
to 30.  That did nothing.  I still have the same problem.

The issue is most definitely related to diary searches, but I would
*expect* that a diary search would not so drastically impact ALL users
as it does.  I can understand the person who invoked the diary search
having a problem, but considering there are so many other threads
available and CPU utilization remains under 10%, I would think other
users would not be impacted so dramatically.

But it never fails...I can reproduce the problem 100% of the time.  I
kick off a diary search, and everyone's client stops responding.

It's almost like (I know this is dreaded and sometimes over-reported),
but it's almost like a memory leak in the server app.  Restarting the
service, naturally, rectifies the situation and Remedy just hums along
until someone else does a diary search.

Now, I understand I can block diary searches.  But my issue is wondering
why diary searches impact EVERYONE.

Ideas?

Norm



-Original Message-
From: Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE 
Sent: Tuesday, November 25, 2008 5:39 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, a little bird (ahem...cough...Doug...cough) suggested I double up
my list and fast threads, which I've done, and that seems -- at least on
the surface -- to have corrected the problem.

I did have multiple threads, but I guess just not enough.

If that was the problem, I'm going to toilet paper my own house.

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 5:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Never mind..  I guess I should read the entire thread before
responding. 

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

We had a similar problem recently. We found that an Active Link was
causing our problem. It was a newly created Active Link that was somehow
corrupted and caused the server to hang.

It might be worth a look. Check to see if any objects have been created
or modified recently.  

Good Luck. 

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR
USA MEDCOM USAMITC
Sent: Tuesday, November 25, 2008 9:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

Norm,

You may want to investigate whether you can use BMC or SQL Full Text
search options to improve the performance. Alternatively, I've found it
helps to interview the culprits to understand how they are utilizing the
system to do their job. Often you can add an indexed field that allows
them to categorize/track what they are looking for on a repeat basis.

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: Tuesday, November 25, 2008 8:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Good suggestion...I'm pretty familiar with the new worklog model in
version 7 and its advantages and disadvantages.  Unfortunately, that
entails a very large coding effort, which I'm not able to do on this
system.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benedetto Cantatore
Sent: Tuesday, November 25, 2008 8:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance

UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

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

*** UPDATE ***

Well, it appears I don't have to toilet paper my own house after all.

As I reported below, I attempted to fix my problem with spotty,
intermittent performance by increasing my fast and list threads from 5
to 30.  That did nothing.  I still have the same problem.

The issue is most definitely related to diary searches, but I would
*expect* that a diary search would not so drastically impact ALL users
as it does.  I can understand the person who invoked the diary search
having a problem, but considering there are so many other threads
available and CPU utilization remains under 10%, I would think other
users would not be impacted so dramatically.

But it never fails...I can reproduce the problem 100% of the time.  I
kick off a diary search, and everyone's client stops responding.

It's almost like (I know this is dreaded and sometimes over-reported),
but it's almost like a memory leak in the server app.  Restarting the
service, naturally, rectifies the situation and Remedy just hums along
until someone else does a diary search.

Now, I understand I can block diary searches.  But my issue is wondering
why diary searches impact EVERYONE.

Ideas?

Norm



-Original Message-
From: Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE 
Sent: Tuesday, November 25, 2008 5:39 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, a little bird (ahem...cough...Doug...cough) suggested I double up
my list and fast threads, which I've done, and that seems -- at least on
the surface -- to have corrected the problem.

I did have multiple threads, but I guess just not enough.

If that was the problem, I'm going to toilet paper my own house.

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 5:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Never mind..  I guess I should read the entire thread before
responding. 

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 25, 2008 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

We had a similar problem recently. We found that an Active Link was
causing our problem. It was a newly created Active Link that was somehow
corrupted and caused the server to hang.

It might be worth a look. Check to see if any objects have been created
or modified recently.  

Good Luck. 

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR
USA MEDCOM USAMITC
Sent: Tuesday, November 25, 2008 9:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

Norm,

You may want to investigate whether you can use BMC or SQL Full Text
search options to improve the performance. Alternatively, I've found it
helps to interview the culprits to understand how they are utilizing the
system to do their job. Often you can add an indexed field that allows
them to categorize/track what they are looking for on a repeat basis.

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: Tuesday, November 25, 2008 8:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Good suggestion...I'm pretty familiar with the new worklog model in
version 7 and its advantages and disadvantages.  Unfortunately, that
entails a very large coding effort, which I'm not able to do on this
system.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benedetto Cantatore
Sent: Tuesday, November 25, 2008 8:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

** 
Norm,
 
Perhaps you need to steal an idea from version 7 and make the worklogs a
parent-child relationship with the main form.  This would accomodate the
individuals that need to get to specific information in the worklog and
ease up the burden on your database.  If you can install version 7 on a
server, you'll see how it works and adopt it.  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 11/25/08 8:56 AM >>>

Yeah, I suspected the same thing going in, but free disk space is
abundant.  Only about 20% of t

Re: SSO & CAC Authentication

[Scott Hammons]

Jason,

I agree.  Although, I do think there is a way with their Authentication Manager 
component to enforce the authentication for an application when it is launched. 
 I know this product is used in the medical industry and financial industry 
which have some strict authentication requirements.

Thanks for the input.

Scott


From: Action Request System discussion list(ARSList) [EMAIL PROTECTED] On 
Behalf Of Jason [EMAIL PROTECTED]
Sent: Wednesday, December 03, 2008 2:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

**
Passlogic may have dual factor authentication but, there's nothing preventing 
somebody from opening remedy and just entering a username and password. To pass 
the DOD's CAC/SSO initiative, the 2 factor authentication would need to be 
required in order to access the system.

And I'm not knocking password management tools. I use them all the time. It's 
just not the solution the DOD is looking for.


From: Scott Hammons <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 10:04:05 PM
Subject: Re: SSO & CAC Authentication

Well, this sounds like a 2 factor authentication scenario not strictly SSO.  
Passlogix does support dual factor authentication.

Scott

From: Action Request System discussion list(ARSList) [EMAIL 
PROTECTED]] On Behalf Of Kaiser, Norm E CIV USAF 
AFMC 96 CS/SCCE [EMAIL PROTECTED]]
Sent: Wednesday, December 03, 2008 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

Well, there's really two issues (for DoD, at least): SSO and CAC
authentication.

DoD wants a solution that does both.  Jason pointed out, "[Passlogix]
doesn't make the CAC required to access Remedy." If that's true, it's
out as far as DoD is concerned.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Scott 
Hammons
Sent: Wednesday, December 03, 2008 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

**
Agreed for the most part.  However, to the "end users" this gives them
the perception that this is SSO.  The "minimal additional security" part
can be debated.  Most companies I've worked in )commerial and
government) have users storing credentials in spreadsheets, in notepad
files, in sticky notes (all of the common security issues I'm sure
others have seen).  Additionally, I've seen where the password policies
are documented but not enforced.

At least with the Passlogix product set it does provide the password
management capability to simulate the SSO process to the end users,
centrally and securely store the credentials (supports major encryption
algorithms (AES, Blowfish, etc...), and supports CAC authentication
systems.  The application also works with the majority of applications
and doesn't require any modification of the application itself.

Is this true SSO?  I would say not because true SSO would have
applications accepting authentication from a single authentication
authority and until the industry and product vendors can work together
on a standard integration it will be hard to achieve.  Applications from
vendors like Passlogix make it easier to simulate an SSO environment.

So whenever I hear about SSO integration I think there is a bigger
question to be answered here and that is do I implement a solution to
meet the requirements of one application (and then have to do this every
time a application wants SSO) or do I provide a solution that would work
for a majority of the applications that the end users are using and
would provide additional security that auditors would be looking for?

Just my .02.

Scott


From: Action Request System discussion list(ARSList)
[EMAIL PROTECTED]] On Behalf Of Jason [EMAIL 
PROTECTED]]
Sent: Wednesday, December 03, 2008 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication


**
Passlogix provides a password management system. It is no more secure
than the automatic authentication processes we've already discussed. It
is merely a program that stores the end users' username and password for
individual websites and applications and sends it to the appropriate
application when activated. While you can use CAC authentication to
access the stored information. It doesn't make the CAC required to
access Remedy. These types of applications only provide ease of use for
the end user and minimal additional security by encouraging more complex
passwords.




From: Scott Hammons <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 7:12:31 PM
Su

Re: SSO & CAC Authentication

[Easter, David]

> You must put in a trouble ticket and specifically request it.
 
Just a minor correction to this statement.  The white paper is available
to anyone with a Support ID.  It does not require a trouble ticket to be
opened.  It can be found here:
 
16-Oct-2006 Integrating BMC Remedy Action Request System
with Single Sign-On (SSO) and Other Client-Side Login Intercept
Technologies PDF
  
 
 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer L
Sent: Wednesday, December 03, 2008 5:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication


** 

BMC has a whitepaper on doing so in their knowledgebase; however, it is
not publicly viewable.  You must put in a trouble ticket and
specifically request it.

 

Jennifer Meyer



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Abdullah Baytops
Sent: Tuesday, December 02, 2008 6:01 PM
To: arslist@ARSLIST.ORG
Subject: FW: SSO & CAC Authentication

 

 

Hello Listers

 

Does anyone have any information on how to begin with an CAC auth. for a
government client?  We have a requirement to have users have the ability
to login using SSO & CAC cards.  Has anyone done this yet or is there a
product to make this a seamless intergration any information would be
appreciated.

 

V/R
Abdul Baytops
Web:  www.thedigitalcorp.com
Email: [EMAIL PROTECTED]

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Re: Business Time (SOLVED)

[Brittain, Mark]

Hi Conny & Fred,

This is what I ended up using. Workdays and Holidays were in place, the
issue was syntax. I found that 2 spaces were needed between each part of
the argument. Would not have gotten there without your help. 


$PROCESS$ Application-Bus-Time-Add "$SERVERTIMESTAMP$"  1  3  "Holidays"
"Workdays"

Thanks
Mark

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, December 03, 2008 9:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Business Time

1st ... Do you have a Business Time Workdays record with a Name of
"Workdays"?   
2nd ... Do you have a Business Time Holidays record with a Name of
"Holidays"?   

I have found it is best to put the current date/time field inside double
quotes so try the following:   
$PROCESS$ Application-Bus-Time-Add "$Date/Time Field$" 8 3 "Holidays"
"Workdays"

Fred


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brittain, Mark
Sent: Tuesday, December 02, 2008 4:03 PM
To: arslist@ARSLIST.ORG
Subject: Business Time

Hi All,

I am venturing into the world of business time and can't seem to get the
syntax right. Based on what is in the book it should be either but I am
getting and error. What I am trying to do is take the value from the
$Date/Time Field$ add 8 business hours and do a Set Field. Any ideas
where I have gone wrong?

$PROCESS$ Application-Bus-Time-Add $Date/Time Field$ [8 [3 [Holidays
[Workdays

Or

$PROCESS$ Application-Bus-Time-Add $Date/Time Field$ "8" "3" "Holidays"
"Workdays"

ARS 6.3 patch 20

Thanks


Mark Brittain


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Re: Mid-Tier passwords

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

Bob, does the login.jsp appear in the browser at all and it says
something like logon failed or something like that? Or does the
login.jsp not appear at all?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Wednesday, December 03, 2008 1:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier passwords

** 

Bob - on the IIS 6 make sure you specify IUSR_SERVERNAME has explicit
permissions to the Mid-Tier and WEB-INF directory structures.  I think
there is another user perhaps that may also need permissions, but that's
one place you might start.  Not sure on the Sun server.  

Hope this helps.

 

Candace 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe
Sent: Tuesday, December 02, 2008 10:59 AM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier passwords

 

** 

I have been loading and trying to configure Mid-Tier 7.1 all day. I
have:

 

Sun Web Server 7, Mid-Tier 7.1, ARS 7.1, ITSM suite 7.0.03, all running
on Windows 2003 and MS SQL 2005.

 

I also loaded the Mid-Tier on IIS 6 this morning, then again on the Sun
Web Server where it now resides.

 

The problem is, I cannot log in, either with IE 6 as Administrator using
the default password (arsystem in the docs) or as a user using the
username and password in the system. I can get into the web server with
the username and password I added on installation, but I can't login to
the Mid-Tier from IE 6 or the WUT.

 

I am trying to set up a demo laptop to show SRM and I really do need the
web services up and running. 

 

What am I doing wrong?

 

Thanks in advance.

-- 
Bob Rowe, Remedy Action Request System Development and Administration
[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi

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html___ 

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html___ 

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Re: Mid-Tier passwords

[Decou, Candace M]

Bob - on the IIS 6 make sure you specify IUSR_SERVERNAME has explicit
permissions to the Mid-Tier and WEB-INF directory structures.  I think
there is another user perhaps that may also need permissions, but that's
one place you might start.  Not sure on the Sun server.  

Hope this helps.

 

Candace 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe
Sent: Tuesday, December 02, 2008 10:59 AM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier passwords

 

** 

I have been loading and trying to configure Mid-Tier 7.1 all day. I
have:

 

Sun Web Server 7, Mid-Tier 7.1, ARS 7.1, ITSM suite 7.0.03, all running
on Windows 2003 and MS SQL 2005.

 

I also loaded the Mid-Tier on IIS 6 this morning, then again on the Sun
Web Server where it now resides.

 

The problem is, I cannot log in, either with IE 6 as Administrator using
the default password (arsystem in the docs) or as a user using the
username and password in the system. I can get into the web server with
the username and password I added on installation, but I can't login to
the Mid-Tier from IE 6 or the WUT.

 

I am trying to set up a demo laptop to show SRM and I really do need the
web services up and running. 

 

What am I doing wrong?

 

Thanks in advance.

-- 
Bob Rowe, Remedy Action Request System Development and Administration
[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi

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


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Re: SSO & CAC Authentication

[Jason]

Passlogic may have dual factor authentication but, there's nothing preventing 
somebody from opening remedy and just entering a username and password. To pass 
the DOD's CAC/SSO initiative, the 2 factor authentication would need to be 
required in order to access the system.

And I'm not knocking password management tools. I use them all the time. It's 
just not the solution the DOD is looking for.





From: Scott Hammons <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 10:04:05 PM
Subject: Re: SSO & CAC Authentication

Well, this sounds like a 2 factor authentication scenario not strictly SSO.  
Passlogix does support dual factor authentication.

Scott

From: Action Request System discussion list(ARSList) [EMAIL PROTECTED] On 
Behalf Of Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE [EMAIL PROTECTED]
Sent: Wednesday, December 03, 2008 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

Well, there's really two issues (for DoD, at least): SSO and CAC
authentication.

DoD wants a solution that does both.  Jason pointed out, "[Passlogix]
doesn't make the CAC required to access Remedy." If that's true, it's
out as far as DoD is concerned.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Hammons
Sent: Wednesday, December 03, 2008 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

**
Agreed for the most part.  However, to the "end users" this gives them
the perception that this is SSO.  The "minimal additional security" part
can be debated.  Most companies I've worked in )commerial and
government) have users storing credentials in spreadsheets, in notepad
files, in sticky notes (all of the common security issues I'm sure
others have seen).  Additionally, I've seen where the password policies
are documented but not enforced.

At least with the Passlogix product set it does provide the password
management capability to simulate the SSO process to the end users,
centrally and securely store the credentials (supports major encryption
algorithms (AES, Blowfish, etc...), and supports CAC authentication
systems.  The application also works with the majority of applications
and doesn't require any modification of the application itself.

Is this true SSO?  I would say not because true SSO would have
applications accepting authentication from a single authentication
authority and until the industry and product vendors can work together
on a standard integration it will be hard to achieve.  Applications from
vendors like Passlogix make it easier to simulate an SSO environment.

So whenever I hear about SSO integration I think there is a bigger
question to be answered here and that is do I implement a solution to
meet the requirements of one application (and then have to do this every
time a application wants SSO) or do I provide a solution that would work
for a majority of the applications that the end users are using and
would provide additional security that auditors would be looking for?

Just my .02.

Scott


From: Action Request System discussion list(ARSList)
[EMAIL PROTECTED] On Behalf Of Jason [EMAIL PROTECTED]
Sent: Wednesday, December 03, 2008 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication


**
Passlogix provides a password management system. It is no more secure
than the automatic authentication processes we've already discussed. It
is merely a program that stores the end users' username and password for
individual websites and applications and sends it to the appropriate
application when activated. While you can use CAC authentication to
access the stored information. It doesn't make the CAC required to
access Remedy. These types of applications only provide ease of use for
the end user and minimal additional security by encouraging more complex
passwords.




From: Scott Hammons <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 7:12:31 PM
Subject: Re: SSO & CAC Authentication

All,

There are products out there  that will meet the DOD requirements.  One
of the industry leaders in the SSO market is Passlogix and they support
CAC authentication as well.  Website:  www.passlogix.com


One good thing about their SSO solution is that it will work for most
applications (not just Remedy).

Hope this helps.

Scott


From: Action Request System discussion list(ARSList) [


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Re: SSO & CAC Authentication

[Scott Hammons]

Well, this sounds like a 2 factor authentication scenario not strictly SSO.  
Passlogix does support dual factor authentication.

Scott

From: Action Request System discussion list(ARSList) [EMAIL PROTECTED] On 
Behalf Of Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE [EMAIL PROTECTED]
Sent: Wednesday, December 03, 2008 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

Well, there's really two issues (for DoD, at least): SSO and CAC
authentication.

DoD wants a solution that does both.  Jason pointed out, "[Passlogix]
doesn't make the CAC required to access Remedy." If that's true, it's
out as far as DoD is concerned.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Hammons
Sent: Wednesday, December 03, 2008 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

**
Agreed for the most part.  However, to the "end users" this gives them
the perception that this is SSO.  The "minimal additional security" part
can be debated.  Most companies I've worked in )commerial and
government) have users storing credentials in spreadsheets, in notepad
files, in sticky notes (all of the common security issues I'm sure
others have seen).  Additionally, I've seen where the password policies
are documented but not enforced.

At least with the Passlogix product set it does provide the password
management capability to simulate the SSO process to the end users,
centrally and securely store the credentials (supports major encryption
algorithms (AES, Blowfish, etc...), and supports CAC authentication
systems.  The application also works with the majority of applications
and doesn't require any modification of the application itself.

Is this true SSO?  I would say not because true SSO would have
applications accepting authentication from a single authentication
authority and until the industry and product vendors can work together
on a standard integration it will be hard to achieve.  Applications from
vendors like Passlogix make it easier to simulate an SSO environment.

So whenever I hear about SSO integration I think there is a bigger
question to be answered here and that is do I implement a solution to
meet the requirements of one application (and then have to do this every
time a application wants SSO) or do I provide a solution that would work
for a majority of the applications that the end users are using and
would provide additional security that auditors would be looking for?

Just my .02.

Scott


From: Action Request System discussion list(ARSList)
[EMAIL PROTECTED] On Behalf Of Jason [EMAIL PROTECTED]
Sent: Wednesday, December 03, 2008 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication


**
Passlogix provides a password management system. It is no more secure
than the automatic authentication processes we've already discussed. It
is merely a program that stores the end users' username and password for
individual websites and applications and sends it to the appropriate
application when activated. While you can use CAC authentication to
access the stored information. It doesn't make the CAC required to
access Remedy. These types of applications only provide ease of use for
the end user and minimal additional security by encouraging more complex
passwords.




From: Scott Hammons <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 7:12:31 PM
Subject: Re: SSO & CAC Authentication

All,

There are products out there  that will meet the DOD requirements.  One
of the industry leaders in the SSO market is Passlogix and they support
CAC authentication as well.  Website:  www.passlogix.com


One good thing about their SSO solution is that it will work for most
applications (not just Remedy).

Hope this helps.

Scott


From: Action Request System discussion list(ARSList) [


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Re: SSO & CAC Authentication

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

Well, there's really two issues (for DoD, at least): SSO and CAC
authentication.

DoD wants a solution that does both.  Jason pointed out, "[Passlogix]
doesn't make the CAC required to access Remedy." If that's true, it's
out as far as DoD is concerned.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Hammons
Sent: Wednesday, December 03, 2008 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

** 
Agreed for the most part.  However, to the "end users" this gives them
the perception that this is SSO.  The "minimal additional security" part
can be debated.  Most companies I've worked in )commerial and
government) have users storing credentials in spreadsheets, in notepad
files, in sticky notes (all of the common security issues I'm sure
others have seen).  Additionally, I've seen where the password policies
are documented but not enforced.  
 
At least with the Passlogix product set it does provide the password
management capability to simulate the SSO process to the end users,
centrally and securely store the credentials (supports major encryption
algorithms (AES, Blowfish, etc...), and supports CAC authentication
systems.  The application also works with the majority of applications
and doesn't require any modification of the application itself.  
 
Is this true SSO?  I would say not because true SSO would have
applications accepting authentication from a single authentication
authority and until the industry and product vendors can work together
on a standard integration it will be hard to achieve.  Applications from
vendors like Passlogix make it easier to simulate an SSO environment.  
 
So whenever I hear about SSO integration I think there is a bigger
question to be answered here and that is do I implement a solution to
meet the requirements of one application (and then have to do this every
time a application wants SSO) or do I provide a solution that would work
for a majority of the applications that the end users are using and
would provide additional security that auditors would be looking for?  
 
Just my .02.  
 
Scott


From: Action Request System discussion list(ARSList)
[EMAIL PROTECTED] On Behalf Of Jason [EMAIL PROTECTED]
Sent: Wednesday, December 03, 2008 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication


** 
Passlogix provides a password management system. It is no more secure
than the automatic authentication processes we've already discussed. It
is merely a program that stores the end users' username and password for
individual websites and applications and sends it to the appropriate
application when activated. While you can use CAC authentication to
access the stored information. It doesn't make the CAC required to
access Remedy. These types of applications only provide ease of use for
the end user and minimal additional security by encouraging more complex
passwords.




From: Scott Hammons <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 7:12:31 PM
Subject: Re: SSO & CAC Authentication

All,

There are products out there  that will meet the DOD requirements.  One
of the industry leaders in the SSO market is Passlogix and they support
CAC authentication as well.  Website:  www.passlogix.com
 

One good thing about their SSO solution is that it will work for most
applications (not just Remedy).

Hope this helps.

Scott


From: Action Request System discussion list(ARSList) [
 

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Re: SSO & CAC Authentication

[Scott Hammons]

Agreed for the most part.  However, to the "end users" this gives them the 
perception that this is SSO.  The "minimal additional security" part can be 
debated.  Most companies I've worked in )commerial and government) have users 
storing credentials in spreadsheets, in notepad files, in sticky notes (all of 
the common security issues I'm sure others have seen).  Additionally, I've seen 
where the password policies are documented but not enforced.

At least with the Passlogix product set it does provide the password management 
capability to simulate the SSO process to the end users, centrally and securely 
store the credentials (supports major encryption algorithms (AES, Blowfish, 
etc...), and supports CAC authentication systems.  The application also works 
with the majority of applications and doesn't require any modification of the 
application itself.

Is this true SSO?  I would say not because true SSO would have applications 
accepting authentication from a single authentication authority and until the 
industry and product vendors can work together on a standard integration it 
will be hard to achieve.  Applications from vendors like Passlogix make it 
easier to simulate an SSO environment.

So whenever I hear about SSO integration I think there is a bigger question to 
be answered here and that is do I implement a solution to meet the requirements 
of one application (and then have to do this every time a application wants 
SSO) or do I provide a solution that would work for a majority of the 
applications that the end users are using and would provide additional security 
that auditors would be looking for?

Just my .02.

Scott

From: Action Request System discussion list(ARSList) [EMAIL PROTECTED] On 
Behalf Of Jason [EMAIL PROTECTED]
Sent: Wednesday, December 03, 2008 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

**
Passlogix provides a password management system. It is no more secure than the 
automatic authentication processes we've already discussed. It is merely a 
program that stores the end users' username and password for individual 
websites and applications and sends it to the appropriate application when 
activated. While you can use CAC authentication to access the stored 
information. It doesn't make the CAC required to access Remedy. These types of 
applications only provide ease of use for the end user and minimal additional 
security by encouraging more complex passwords.


From: Scott Hammons <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 7:12:31 PM
Subject: Re: SSO & CAC Authentication

All,

There are products out there  that will meet the DOD requirements.  One of the 
industry leaders in the SSO market is Passlogix and they support CAC 
authentication as well.  Website:  www.passlogix.com

One good thing about their SSO solution is that it will work for most 
applications (not just Remedy).

Hope this helps.

Scott


From: Action Request System discussion list(ARSList) [EMAIL 
PROTECTED]] On Behalf Of Kaiser, Norm E CIV USAF 
AFMC 96 CS/SCCE [EMAIL PROTECTED]]
Sent: Wednesday, December 03, 2008 10:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

>>The workaround I came up with was to automatically login by pulling
information from environment variables.

Yep! That's pretty much exactly what I did.  I even changed the file
associations so that when the user double clicked the ARTask attachment
in email, my custom app kicked in and did the same type of
authentication and then fired up the User client, but the Air Force
balked because the solution was not directly re-validating the user from
the CAC; it was instead "trusting" that the OS had previously validated
the user from the CAC.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason
Sent: Wednesday, December 03, 2008 9:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

**
Correct, the dll needs to be on each client. I've run into the same
issue with DOD clients. The workaround I came up with was to
automatically login by pulling information from environment variables.
Then once logged in, re-check environment variables, log the users
information, and exit the app if OS and Remedy information didn't match.
Not a perfect solution but, the autonotifications to the admins and
security folks allow for quick response to anybody trying to bypass the
system.



From: "Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE"
<[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 6:12:33 PM
Subject: Re: SSO 

Re: Sending Emails to Groups

[bullcreek.com]

If you create a user with the login of "0" (zero) and then try to send an email 
to that user it will find it.  What happens is that the server first looks for 
records in the User form with a matching login of the string you specify, if it 
doesn't find any matching entries, then it will look in the Group form for any 
matching entries and if it finds one, it will send the email to all members of 
the matching Group entry.

HTH

Phil Bautista
President / CEO
Bull Creek Data Corporation
www.bullcreek.com
Remedy Approved Consultant (RAC)
512-731-0304
-Original message-
From: Frank Caruso [EMAIL PROTECTED]
Date: Tue,  2 Dec 2008 09:51:08 -0500
To: arslist@ARSLIST.ORG
Subject: Re: Sending Emails to Groups

> Thank you all for the responses.
> 
> I am going to try creating a user with ID "0" and see what happens
> 
> On Mon, Dec 1, 2008 at 4:33 PM, LJ Longwing <[EMAIL PROTECTED]> wrote:
> 
> > ** This is definitely an 'as designed' function.
> >
> >  --
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] *On Behalf Of *Pierson, Shawn
> > *Sent:* Monday, December 01, 2008 2:21 PM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* Re: Sending Emails to Groups
> >
> > **
> >
> > This sounds like a really big deal.  Has BMC said that it's as designed, or
> > is this a bug?  This could potentially break Remedy for ITSM applications.
> >
> >
> >
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] *On Behalf Of *Frank Caruso
> > *Sent:* Monday, December 01, 2008 1:39 PM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* Sending Emails to Groups
> >
> >
> >
> > ** ARS 6.3p20 Solaris/Sybase
> >
> > One of our users was able to bring our Remedy server to its knees over the
> > weekend.  They put "0" for a value in a field that was expecting one or more
> > email addresses. After some hunting I was able to figure out that Remedy
> > took this to mean the Public group and sent an email to every user
> > registered with our Remedy server. This turned out to be 1000's of emails.
> > It looks like Remedy translates the Public group and then creates an
> > outgoing email for each email address in the User form.
> >
> > I thought I could easily block this from happening by making sure the value
> > in this field contained something that looked like an email address
> > (contained a "@") but users could do something like "[EMAIL PROTECTED], 0,
> > [EMAIL PROTECTED]". Also, there are many fields throughout the application
> > that allow a free-typed value (not a good idea but it is what I am stuck
> > with) so I would have to build a lot of work flow.
> >
> > I was wondering if there was something that could be done to stop Remedy
> > from translating values to Groups or a way of catching this happening during
> > email processing?
> >
> > Thank you
> >
> > Frank
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
> > Private and confidential as detailed 
> > here.
> > If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor:
> > www.rmsportal.com ARSlist: "Where the Answers Are" html___
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
> >
> 
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Re: SSO & CAC Authentication

[Jason]

Passlogix provides a password management system. It is no more secure than the 
automatic authentication processes we've already discussed. It is merely a 
program that stores the end users' username and password for individual 
websites and applications and sends it to the appropriate application when 
activated. While you can use CAC authentication to access the stored 
information. It doesn't make the CAC required to access Remedy. These types of 
applications only provide ease of use for the end user and minimal additional 
security by encouraging more complex passwords.





From: Scott Hammons <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 7:12:31 PM
Subject: Re: SSO & CAC Authentication

All,

There are products out there  that will meet the DOD requirements.  One of the 
industry leaders in the SSO market is Passlogix and they support CAC 
authentication as well.  Website:  www.passlogix.com

One good thing about their SSO solution is that it will work for most 
applications (not just Remedy).

Hope this helps.

Scott


From: Action Request System discussion list(ARSList) [EMAIL PROTECTED] On 
Behalf Of Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE [EMAIL PROTECTED]
Sent: Wednesday, December 03, 2008 10:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

>>The workaround I came up with was to automatically login by pulling
information from environment variables.

Yep! That's pretty much exactly what I did.  I even changed the file
associations so that when the user double clicked the ARTask attachment
in email, my custom app kicked in and did the same type of
authentication and then fired up the User client, but the Air Force
balked because the solution was not directly re-validating the user from
the CAC; it was instead "trusting" that the OS had previously validated
the user from the CAC.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason
Sent: Wednesday, December 03, 2008 9:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

**
Correct, the dll needs to be on each client. I've run into the same
issue with DOD clients. The workaround I came up with was to
automatically login by pulling information from environment variables.
Then once logged in, re-check environment variables, log the users
information, and exit the app if OS and Remedy information didn't match.
Not a perfect solution but, the autonotifications to the admins and
security folks allow for quick response to anybody trying to bypass the
system.



From: "Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE"
<[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 6:12:33 PM
Subject: Re: SSO & CAC Authentication

Yes, Jason, you are 100% right to my knowledge.  I remember that being
their solution advertised about a year and a half ago and it only
"works" in version 7.0 (if memory serves me correctly).  So when I
considered that "solution" I said to myself, A) We're running 6.3, so it
wouldn't work anyway and B) Trying to compile and/or interface with a
dll distribute it to all clients would be extraordinarily difficult.

Am I right that the dll has to be on each client?

Awhile back I wrote an application that did "single sign on" for Remedy
that I hoped would satisfy the DoD mandate, but it didn't.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason
Sent: Wednesday, December 03, 2008 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

**
The white paper is just about useless. It provides the base code for a
dll that the v7+ user tool will check for when it's opening. The dll
base code supplies a static username, password, and preference
server/port/rpc. If you're not a programmer, you'll need to hire one to
build an application that the dll can call, collect or generate login
credentials, and then supply that information to the user tool. (BMC
will not provide any support for this. All they will give you is the
base code that will let your programmer know what values to provide for
authentication.) The major problem with the dll is that it still
requires a username and password. Your external application will need to
pull or build that information then supply it to the system. If you're
using the mid-tier too, you'll need to build a solution that works to
retrieve login credentials from both clients. The downside to the dll is
security. There's no way to force the use of the dll. It's simply a file
that resides on the client machine. If you delete it, you'll get the
regular login prompt. If anybody reverse engineers the dll and
identifies how you're retrieving/building the login credentials, they
can then log in as anybody. Anybody accept admins. Admins will still
need to login manually. The dll does

Re: ARS 7.1 Documentation

[Easter, David]

The EPD site represents documentation at the time of release.  You are correct 
that, were documents updated or corrected, they would only be posted to Support 
Central.  However, updating the actual guides is uncommon.  Typically, 
corrections made between releases are published in a technical bulletin and not 
by modifying of the original document.
 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.
 


From: Action Request System discussion list(ARSList) on behalf of Carey Matthew 
Black
Sent: Mon 12/1/2008 9:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 Documentation



David,

I thought the PDF's on the support site are updated/corrected versions
of the EPD docs?

Am I incorrect about that? Do the EPD docs get updates after initial release?

--
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, Dec 1, 2008 at 3:35 PM, Easter, David <[EMAIL PROTECTED]> wrote:
> Yes- the EPD site.
>
> https://webapps.bmc.com/epd/
>
> Documentation is in its own file and can be downloaded independently of
> the rest of the application.
>
> -David J. Easter
> Sr. Product Manager, Solution Strategy and Development
> BMC Software, Inc.
>
> The opinions, statements, and/or suggested courses of action expressed
> in this E-mail do not necessarily reflect those of BMC Software, Inc.
> My voluntary participation in this forum is not intended to convey a
> role as a spokesperson, liaison or public relations representative for
> BMC Software, Inc.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
> Sent: Monday, December 01, 2008 11:58 AM
> To: arslist@ARSLIST.ORG
> Subject: ARS 7.1 Documentation
>
> Does anyone know of a place to get the documentation for ARS 7.1 in a
> single download?  It looks like to get the docs from the support site I
> have to open then save each of the PDF's one at a time.
>
> Also when downloading from the support site the files are named with a
> five digit number and would have to be individually renamed (would this
> break the internal links?).
>
> Andy L. Mayfield
> Sr. System Operation Specialist
> Alabama Power Company

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Re: 7.1 Password Management

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

You could lock down all versions less than version 7.1 from being able
to log in, at least that way you don't get users with weak passwords who
have access to the system.

I would imagine that there is an amount of client side code that would
have to be utilized also, so that's probably why it has to be version
7.1 or above to utilize the new functionality.

Gary

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Wednesday, December 03, 2008 11:17 AM
To: arslist@ARSLIST.ORG
Subject: 7.1 Password Management

It seems the password management feature will only work if the WUT is
also running version 7.1. 

I searched the list archives and found where others have noted this
behavior.  

Does anyone know if there is a work-around for this or is it something
we will just have to deal with? 

Thanks All,

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


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Re: Menu match stopped working after bouncing service

[Morrison, David A.]

This seems to be a popular bug.  I ran into this yesterday myself.  I
had an issue on a form where I could not get three character fields to
display.  I tried everything I knew but could not get them to show up.
I then imported the form def file again and they still would not
display.  Then all of a sudden I was getting calls saying two
"different" forms were not being saved and were giving the MENU pattern
error.  Could not find anything in the logs to help.  I went ahead and
disabled the Menu attribute for the fields in question and that allowed
the forms to be saved.  I went to the BMC site to search for this bug,
but the Knowledge Base search just locks up this morning.  L   I have
found several posts on this list concerning this issue.  I am not using
ITSM either.  I also remember running into this problem back in version
3.1.2.  Again, just took the MENU attribute off.

 

Concerning the original issue I had:

I finally was able to get the fields to display by clicking on the spot
where they were located and when the cursor switched to the sizing
arrows, I clicked on it and the field suddenly appeared.  I resized it
and did the same to the other two fields and saved the form.  I was then
able to see them in the user client.  However, I added some boxes on the
form, and now they are not showing up.  L  It seems as though it is
defaulting to hidden for no apparent reason??

 

VM Virtual server

OS: Windows 2003 R2

 Database: MS SQL Server 2005 (Remote)

 AR Server 7.1.00 patch 4

 Mid-Tier 7.1.00 hosted on IIS 6 and Tomcat 5.5 servlet engine.

AR Client 7.1.00 patch 4

 

David Morrison

Remedy Administrator

East Tennessee State University

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Matthew Perrault
Sent: Wednesday, December 03, 2008 9:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu match stopped working after bouncing service

 

** 

Rick, Nyall,

We had and still have that issue on our Development and Test
environments.

We are running ITSM 7 which uses a lot of memory. I wonder if what Nyall
wrote below is why we see it?

It will be fine for a couple of weeks and then suddenly every form that
has that (foundation has it everywhere) $MENU$ pattern matching will
fail.

We end up rebooting the server.

There was/is a defect reported on this:

ISS03247553

SW00284075

But BMC closed it because they said they couldn't reproduce it.

 

Thanks,

Matthew Perrault 

SIM Team 

Remedy Developer 

763-764-2423 

Click to contact the Service Desk or Make a Computer Related Request
  

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nyall McCavitt
Sent: Wednesday, December 03, 2008 12:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu match stopped working after bouncing service

 

** 

Hi,

I had this issue with ARS V7.1. There were 2 workarounds that I found
for this but these only partially succeeded. The first was to disable
the $MENU$ pattern matching on the field concerned. Save the
modification then re-apply $MENU$ pattern matching. This obviously only
works for small numbers of fields and the problem reappeared after a
certain time period. The second option is to stop and restart the Remedy
service. Not always practical in a production environment.

The final solution was to patch our ARS V7.1 server to patch 5. This
resolved the problem which was to due to how the ARS Server was
interacting with Oracle. Once a certain memory threshold had been
reached then the problem would appear.

I think that you should contact Remedy Support and see what patch level
for ARS V7.0.1 does not have this issue.

Hope that this helps.

Nyall

Rick Westbrock wrote: 

** 

Yesterday I was having some odd performance issues with my Mid-tier
users and eventually my Admin tool kept locking up whenever I tried to
open any form on my production server (7.0.1 p6 on Windows). I ended up
bouncing the service and then for some reason all of my character fields
that had the $MENU$ pattern match set refused to actually match
anything. I had one user call me about a field on one particular form so
I removed the pattern match and changed the field from Edit to Drop-Down
(now that all the clients have been upgraded to version 7). Then a few
hours later a different user reported the same problem on a field in a
different form. By early this morning I had 3-4 other fields reported
with the same problem.

The pattern match on all of these fields worked fine before, does
anybody have any idea why the $MENU$ pattern match would suddenly fail
globally across multiple fields on multiple forms? I ended up exporting
a full definition file and doing a search for the string "pattern
: $-107$" which let me find all the remaining fields with the menu
pattern match so that I could proactively fix those before getting user
complaints.

 

-Rick 

_ 
Rick Westbrock 
P

7.1 Password Management

[Mayfield, Andy L.]

It seems the password management feature will only work if the WUT is
also running version 7.1. 

I searched the list archives and found where others have noted this
behavior.  

Does anyone know if there is a work-around for this or is it something
we will just have to deal with? 

Thanks All,

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 

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Re: Problems with Remedy Migrator.

[Susan Palmer]

You might get a better response to this if it were posted under a separate
subject line.

Susan

2008/12/2 Monty Edwards <[EMAIL PROTECTED]>

> ** We have a custom import program that we use to import customer records
> into remedy from external sql databases has anyone else utilized the remedy
> api to build an application to do this? I will need to modify this program
> substantially in fact it may need a complete re-write and I am looking into
> what would be the best way to proceed with such a task, with the downturn in
> the economy support is not something my company is willing to shell out for
> so I am pretty much on my own with figuring out the best means to accomplish
> this, our goal is to update the records 3 different ways, we would like an
> incremental update to adjust for password changes (our support web uses the
> user table for authentication) we would also like to do a daily update and
> finally a weekly overwrite everything update..just looking for input
> feedback from the list as to what solutions you may have implemented in your
> environments to accomplish this type of task.
>
> - Original Message -
> *From:* Shafqat Ayaz <[EMAIL PROTECTED]>
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Sent:* Monday, December 01, 2008 6:01 PM
> *Subject:* Re: Problems with Remedy Migrator.
>
> **   Hello Alberto
> Migrator logs into the server slightly differently than the Admin Tool or
> the User Tool. You need to set up the server you want to log into
> individually, and although in the login window you might select multiple
> servers, it will still make you login one at a time.
> Make sure that you have the server names configured and you have licensed
> the servers and you won't get that message. if you are still stuck drop me a
> line and i will send you screen shots on how to configure the server names
>
> thanks
>
> shafqat
>
> --- On *Mon, 12/1/08, Grooms, Frederick W <[EMAIL PROTECTED]>*wrote:
>
> From: Grooms, Frederick W <[EMAIL PROTECTED]>
> Subject: Re: Problems with Remedy Migrator.
> To: arslist@ARSLIST.ORG
> Date: Monday, December 1, 2008, 2:47 PM
>
> **
>
> I use Migrator to do a complete server to server migration with no
> problems.  We do partial (using .def files) to migrate from our dev server
> to test.  Once the test group and the users have completed their testing we
> do a full server to server migration to production (NOTE: We do not have any
> of the canned Remedy Applications).
>
>
>
> We also use Migrator to do a full server to server migration from
> Production down to development about twice a year (or when we can schedule
> it in).
>
>
>
> Main tip:  Run Migrator on a machine with a large amount of available
> memory.
>
>
>
> Fred
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Frank, Gordon M. (CMS/CTR)
> *Sent:* Friday, November 28, 2008 6:32 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Problems with Remedy Migrator.
>
>
>
> Do you have Migrator licensed?
>
>
>
> Do you have Tools, Licenses, Server Licenses declared?
>
>
>
> Do you have a valid AR Server license?
>
>
>
> Note: Migrator can be very disastrous if handled improperly. Read the
> documentation. Migrator can be your best friend if you understand it
> thoroughly. Sorry to sound condescending, but the problems that people have
> with Migrator are always a mis-understanding. Here's a couple of rules of
> thumb:
>
>1. Never migrate whole systems at one time. It will run forever and it
>is probably not what you want. If you are migrating a whole system, use a
>.def instead.
>2. Use the Scripting Mode. If you perform immediate mode, you might
>migrate something that you do not want. Scripting mode gives you a chance 
> to
>look at it a second time.
>3. Use the Diff capability to make sure you have all changes.
>4. Migrate objects and data in small chunks. Setup several scripts and
>migrate them one at a time.
>5. Remember, Migrator will migrate the lowest lever change, including
>X,Ys, so be careful. It's pretty stupid about these things, so you the 
> tools
>it gives you (Diff and scripting) and make sure it is what you want.
>
>
>
> Gordon M. Frank
>
> Remedy Skilled Professional
>
> ITIL V3 Certified
>
> Lockheed Martin
>   --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Alberto Mel.
> *Sent:* Friday, November 28, 2008 6:30 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Problems with Remedy Migrator.
>  Hi all!,
> I'm installed the remedy Migrator 7.1 but I don't know why I'm unable to
> connect with our Remedy Server.
> When I try to connect, I have this message: "No servers for this account",
> but I can connect with the User and Administrator clients.
> Anyone knows why?.
> Thank you very much!.
> Alberto
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the A

Re: SSO & CAC Authentication

[Scott Hammons]

All,

There are products out there  that will meet the DOD requirements.  One of the 
industry leaders in the SSO market is Passlogix and they support CAC 
authentication as well.  Website:  www.passlogix.com

One good thing about their SSO solution is that it will work for most 
applications (not just Remedy).

Hope this helps.

Scott


From: Action Request System discussion list(ARSList) [EMAIL PROTECTED] On 
Behalf Of Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE [EMAIL PROTECTED]
Sent: Wednesday, December 03, 2008 10:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

>>The workaround I came up with was to automatically login by pulling
information from environment variables.

Yep! That's pretty much exactly what I did.  I even changed the file
associations so that when the user double clicked the ARTask attachment
in email, my custom app kicked in and did the same type of
authentication and then fired up the User client, but the Air Force
balked because the solution was not directly re-validating the user from
the CAC; it was instead "trusting" that the OS had previously validated
the user from the CAC.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason
Sent: Wednesday, December 03, 2008 9:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

**
Correct, the dll needs to be on each client. I've run into the same
issue with DOD clients. The workaround I came up with was to
automatically login by pulling information from environment variables.
Then once logged in, re-check environment variables, log the users
information, and exit the app if OS and Remedy information didn't match.
Not a perfect solution but, the autonotifications to the admins and
security folks allow for quick response to anybody trying to bypass the
system.



From: "Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE"
<[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 6:12:33 PM
Subject: Re: SSO & CAC Authentication

Yes, Jason, you are 100% right to my knowledge.  I remember that being
their solution advertised about a year and a half ago and it only
"works" in version 7.0 (if memory serves me correctly).  So when I
considered that "solution" I said to myself, A) We're running 6.3, so it
wouldn't work anyway and B) Trying to compile and/or interface with a
dll distribute it to all clients would be extraordinarily difficult.

Am I right that the dll has to be on each client?

Awhile back I wrote an application that did "single sign on" for Remedy
that I hoped would satisfy the DoD mandate, but it didn't.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason
Sent: Wednesday, December 03, 2008 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

**
The white paper is just about useless. It provides the base code for a
dll that the v7+ user tool will check for when it's opening. The dll
base code supplies a static username, password, and preference
server/port/rpc. If you're not a programmer, you'll need to hire one to
build an application that the dll can call, collect or generate login
credentials, and then supply that information to the user tool. (BMC
will not provide any support for this. All they will give you is the
base code that will let your programmer know what values to provide for
authentication.) The major problem with the dll is that it still
requires a username and password. Your external application will need to
pull or build that information then supply it to the system. If you're
using the mid-tier too, you'll need to build a solution that works to
retrieve login credentials from both clients. The downside to the dll is
security. There's no way to force the use of the dll. It's simply a file
that resides on the client machine. If you delete it, you'll get the
regular login prompt. If anybody reverse engineers the dll and
identifies how you're retrieving/building the login credentials, they
can then log in as anybody. Anybody accept admins. Admins will still
need to login manually. The dll doesn't work for the Admin tool. The dll
doesn't work well with the alert tool either. It'll login, but in the
7.0 version(haven't tried with 7.1) it would prompt you for a username
when trying to open any alerts unless an instance of the usertool is
already running.

There is a working group comprised of BMC and DOD Remedy Developers,
etc... that are working on a solution. However, I haven't heard from
them in quite some time so I wouldn't hold your breath.



Jason Bess
Bess Development Corp




From: "Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE"
<[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 5:35:52 PM
Subject: Re: SSO & CAC Authentication

It's not too hard doing it on the Midtier, but doing it on t

Re: Remedy 4.0 or 4.5

[Shellman, David]

Anyone hear from Veanna?Seems to have disappeared.

I never heard which versions of the admin and client were needed.

Dave

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Tuesday, November 25, 2008 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 4.0 or 4.5

**
Veanna,

Now there you might possibly have a small problem. It would entail purging 
licenses. How you might able to convince Remedy support to grant you a version 
4.0 license will all depend on your relationship with your Remedy sales. They 
do not have the systems necessary to purge version 4 licenses into another 
version 4 license.

UNIX host ID's are unfortunately not the network card ID like it is on windows 
that can be switched to switch host ID's. They are mach ID's. However I think 
you can mask these ID's and make them whatever you want them to be. Ask your 
system administrators if they know how to do it. This might help them.

http://docs.lucidinteractive.ca/index.php/Spoofing_a_hostid_on_Solaris

After having done this, just copy the old license file found in the 
/etc/arsystem/ directory.

Hope this helps.

Joe


From: Veanna Carr <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 8:56:02 PM
Subject: 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// 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 :. 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 ARER

Re: Menu match stopped working after bouncing service

[Tony Worthington]

As did we (10gR2, Win2k3 ITSM7, ARS 7.1)

BMC was never able to reproduce.  We had the issue with 7.1 and it went 
away around the time of applying p2.

  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.5911 (phone)
  [EMAIL PROTECTED]
  www.Kohls.com




From:
Ben Chernys <[EMAIL PROTECTED]>
To:
arslist@ARSLIST.ORG
Date:
12/03/2008 09:27 AM
Subject:
Re: Menu match stopped working after bouncing service
Sent by:
"Action Request System discussion list(ARSList)" 



** 
We also had the issue (Sun Sol 10, Oracle 10g2, ITSM 7, ARS 7.1) rather 
randomly and not related to any memory thresholds as far as I can tell. 
Patch 5 resolved it. 
 
Caution about patch 5.  It recreates all or most views and does so in an 
illogical order (something rather simpler than building inner views first 
then the views that depend on it - ie joins of joins  esp when Audit has 
been configured).  So, after p5 application we had to restart the server 
several times until the views were all built.
 
Not with standing this undocumented side-effect of the patch, p5 did 
resolve the $MENU$ issue. 
 
Cheers
Ben Chernys

From: Action Request System discussion list(ARSList) [
mailto:[EMAIL PROTECTED] On Behalf Of Matthew Perrault
Sent: December 3, 2008 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Menu match stopped working after bouncing service

** 
Rick, Nyall,
We had and still have that issue on our Development and Test environments.
We are running ITSM 7 which uses a lot of memory. I wonder if what Nyall 
wrote below is why we see it?
It will be fine for a couple of weeks and then suddenly every form that 
has that (foundation has it everywhere) $MENU$ pattern matching will fail.
We end up rebooting the server.
There was/is a defect reported on this:
ISS03247553
SW00284075
But BMC closed it because they said they couldn?t reproduce it.
 
Thanks,
Matthew Perrault 
SIM Team 
Remedy Developer 
763-764-2423 
Click to contact the Service Desk or Make a Computer Related Request 
 
From: Action Request System discussion list(ARSList) [
mailto:[EMAIL PROTECTED] On Behalf Of Nyall McCavitt
Sent: Wednesday, December 03, 2008 12:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu match stopped working after bouncing service
 
** 
Hi,

I had this issue with ARS V7.1. There were 2 workarounds that I found for 
this but these only partially succeeded. The first was to disable the 
$MENU$ pattern matching on the field concerned. Save the modification then 
re-apply $MENU$ pattern matching. This obviously only works for small 
numbers of fields and the problem reappeared after a certain time period. 
The second option is to stop and restart the Remedy service. Not always 
practical in a production environment.

The final solution was to patch our ARS V7.1 server to patch 5. This 
resolved the problem which was to due to how the ARS Server was 
interacting with Oracle. Once a certain memory threshold had been reached 
then the problem would appear.

I think that you should contact Remedy Support and see what patch level 
for ARS V7.0.1 does not have this issue.

Hope that this helps.

Nyall

Rick Westbrock wrote: 
** 
Yesterday I was having some odd performance issues with my Mid-tier users 
and eventually my Admin tool kept locking up whenever I tried to open any 
form on my production server (7.0.1 p6 on Windows). I ended up bouncing 
the service and then for some reason all of my character fields that had 
the $MENU$ pattern match set refused to actually match anything. I had one 
user call me about a field on one particular form so I removed the pattern 
match and changed the field from Edit to Drop-Down (now that all the 
clients have been upgraded to version 7). Then a few hours later a 
different user reported the same problem on a field in a different form. 
By early this morning I had 3-4 other fields reported with the same 
problem.
The pattern match on all of these fields worked fine before, does anybody 
have any idea why the $MENU$ pattern match would suddenly fail globally 
across multiple fields on multiple forms? I ended up exporting a full 
definition file and doing a search for the string "pattern: 
$-107$" which let me find all the remaining fields with the menu pattern 
match so that I could proactively fix those before getting user 
complaints.
 
-Rick 
_ 
Rick Westbrock 
PETCO Telecom Engineer 
[EMAIL PROTECTED] 

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

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain inform

Re: SSO & CAC Authentication

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

>>The workaround I came up with was to automatically login by pulling
information from environment variables.

Yep! That's pretty much exactly what I did.  I even changed the file
associations so that when the user double clicked the ARTask attachment
in email, my custom app kicked in and did the same type of
authentication and then fired up the User client, but the Air Force
balked because the solution was not directly re-validating the user from
the CAC; it was instead "trusting" that the OS had previously validated
the user from the CAC.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason
Sent: Wednesday, December 03, 2008 9:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

** 
Correct, the dll needs to be on each client. I've run into the same
issue with DOD clients. The workaround I came up with was to
automatically login by pulling information from environment variables.
Then once logged in, re-check environment variables, log the users
information, and exit the app if OS and Remedy information didn't match.
Not a perfect solution but, the autonotifications to the admins and
security folks allow for quick response to anybody trying to bypass the
system.



From: "Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE"
<[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 6:12:33 PM
Subject: Re: SSO & CAC Authentication

Yes, Jason, you are 100% right to my knowledge.  I remember that being
their solution advertised about a year and a half ago and it only
"works" in version 7.0 (if memory serves me correctly).  So when I
considered that "solution" I said to myself, A) We're running 6.3, so it
wouldn't work anyway and B) Trying to compile and/or interface with a
dll distribute it to all clients would be extraordinarily difficult.

Am I right that the dll has to be on each client?

Awhile back I wrote an application that did "single sign on" for Remedy
that I hoped would satisfy the DoD mandate, but it didn't. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason
Sent: Wednesday, December 03, 2008 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

** 
The white paper is just about useless. It provides the base code for a
dll that the v7+ user tool will check for when it's opening. The dll
base code supplies a static username, password, and preference
server/port/rpc. If you're not a programmer, you'll need to hire one to
build an application that the dll can call, collect or generate login
credentials, and then supply that information to the user tool. (BMC
will not provide any support for this. All they will give you is the
base code that will let your programmer know what values to provide for
authentication.) The major problem with the dll is that it still
requires a username and password. Your external application will need to
pull or build that information then supply it to the system. If you're
using the mid-tier too, you'll need to build a solution that works to
retrieve login credentials from both clients. The downside to the dll is
security. There's no way to force the use of the dll. It's simply a file
that resides on the client machine. If you delete it, you'll get the
regular login prompt. If anybody reverse engineers the dll and
identifies how you're retrieving/building the login credentials, they
can then log in as anybody. Anybody accept admins. Admins will still
need to login manually. The dll doesn't work for the Admin tool. The dll
doesn't work well with the alert tool either. It'll login, but in the
7.0 version(haven't tried with 7.1) it would prompt you for a username
when trying to open any alerts unless an instance of the usertool is
already running.

There is a working group comprised of BMC and DOD Remedy Developers,
etc... that are working on a solution. However, I haven't heard from
them in quite some time so I wouldn't hold your breath.



Jason Bess
Bess Development Corp




From: "Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE"
<[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 5:35:52 PM
Subject: Re: SSO & CAC Authentication

It's not too hard doing it on the Midtier, but doing it on the client is
much more involved.  Like Jennifer Meyer said, to do it on the client,
there's a whitepaper out there somewhere.

Good luck! I don't know anyone who's done it successfully...

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Abdullah Baytops
Sent: Tuesday, December 02, 2008 11:35 AM
To: arslist@ARSLIST.ORG
Subject: SSO & CAC Authentication

** 
Hello Listers

Does anyone have any information on how to begin with an CAC auth. for a
government client?  We have a requirement to have users have the ability
to login using SSO & CAC cards.  Has

Re: Menu match stopped working after bouncing service

[Ben Chernys]

We also had the issue (Sun Sol 10, Oracle 10g2, ITSM 7, ARS 7.1) rather
randomly and not related to any memory thresholds as far as I can tell.
Patch 5 resolved it.  
 
Caution about patch 5.  It recreates all or most views and does so in an
illogical order (something rather simpler than building inner views first
then the views that depend on it - ie joins of joins  esp when Audit has
been configured).  So, after p5 application we had to restart the server
several times until the views were all built.
 
Not with standing this undocumented side-effect of the patch, p5 did resolve
the $MENU$ issue. 
 
Cheers
Ben Chernys

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Matthew Perrault
Sent: December 3, 2008 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Menu match stopped working after bouncing service


** 

Rick, Nyall,

We had and still have that issue on our Development and Test environments.

We are running ITSM 7 which uses a lot of memory. I wonder if what Nyall
wrote below is why we see it?

It will be fine for a couple of weeks and then suddenly every form that has
that (foundation has it everywhere) $MENU$ pattern matching will fail.

We end up rebooting the server.

There was/is a defect reported on this:

ISS03247553

SW00284075

But BMC closed it because they said they couldn't reproduce it.

 

Thanks,

Matthew Perrault 

SIM Team 

Remedy Developer 

763-764-2423 

  Click to contact
the Service Desk or Make a Computer Related Request 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nyall McCavitt
Sent: Wednesday, December 03, 2008 12:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu match stopped working after bouncing service

 

** 

Hi,

I had this issue with ARS V7.1. There were 2 workarounds that I found for
this but these only partially succeeded. The first was to disable the $MENU$
pattern matching on the field concerned. Save the modification then re-apply
$MENU$ pattern matching. This obviously only works for small numbers of
fields and the problem reappeared after a certain time period. The second
option is to stop and restart the Remedy service. Not always practical in a
production environment.

The final solution was to patch our ARS V7.1 server to patch 5. This
resolved the problem which was to due to how the ARS Server was interacting
with Oracle. Once a certain memory threshold had been reached then the
problem would appear.

I think that you should contact Remedy Support and see what patch level for
ARS V7.0.1 does not have this issue.

Hope that this helps.

Nyall

Rick Westbrock wrote: 

** 

Yesterday I was having some odd performance issues with my Mid-tier users
and eventually my Admin tool kept locking up whenever I tried to open any
form on my production server (7.0.1 p6 on Windows). I ended up bouncing the
service and then for some reason all of my character fields that had the
$MENU$ pattern match set refused to actually match anything. I had one user
call me about a field on one particular form so I removed the pattern match
and changed the field from Edit to Drop-Down (now that all the clients have
been upgraded to version 7). Then a few hours later a different user
reported the same problem on a field in a different form. By early this
morning I had 3-4 other fields reported with the same problem.

The pattern match on all of these fields worked fine before, does anybody
have any idea why the $MENU$ pattern match would suddenly fail globally
across multiple fields on multiple forms? I ended up exporting a full
definition file and doing a search for the string "pattern: $-107$"
which let me find all the remaining fields with the menu pattern match so
that I could proactively fix those before getting user complaints.

 

-Rick 

_ 
Rick Westbrock 
PETCO Telecom Engineer 
  [EMAIL PROTECTED] 


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

 

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

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

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

Re: SSO & CAC Authentication

[Jason]

Correct, the dll needs to be on each client. I've run into the same issue with 
DOD clients. The workaround I came up with was to automatically login by 
pulling information from environment variables. Then once logged in, re-check 
environment variables, log the users information, and exit the app if OS and 
Remedy information didn't match. Not a perfect solution but, the 
autonotifications to the admins and security folks allow for quick response to 
anybody trying to bypass the system.




From: "Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 6:12:33 PM
Subject: Re: SSO & CAC Authentication

Yes, Jason, you are 100% right to my knowledge.  I remember that being
their solution advertised about a year and a half ago and it only
"works" in version 7.0 (if memory serves me correctly).  So when I
considered that "solution" I said to myself, A) We're running 6.3, so it
wouldn't work anyway and B) Trying to compile and/or interface with a
dll distribute it to all clients would be extraordinarily difficult.

Am I right that the dll has to be on each client?

Awhile back I wrote an application that did "single sign on" for Remedy
that I hoped would satisfy the DoD mandate, but it didn't. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason
Sent: Wednesday, December 03, 2008 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

** 
The white paper is just about useless. It provides the base code for a
dll that the v7+ user tool will check for when it's opening. The dll
base code supplies a static username, password, and preference
server/port/rpc. If you're not a programmer, you'll need to hire one to
build an application that the dll can call, collect or generate login
credentials, and then supply that information to the user tool. (BMC
will not provide any support for this. All they will give you is the
base code that will let your programmer know what values to provide for
authentication.) The major problem with the dll is that it still
requires a username and password. Your external application will need to
pull or build that information then supply it to the system. If you're
using the mid-tier too, you'll need to build a solution that works to
retrieve login credentials from both clients. The downside to the dll is
security. There's no way to force the use of the dll. It's simply a file
that resides on the client machine. If you delete it, you'll get the
regular login prompt. If anybody reverse engineers the dll and
identifies how you're retrieving/building the login credentials, they
can then log in as anybody. Anybody accept admins. Admins will still
need to login manually. The dll doesn't work for the Admin tool. The dll
doesn't work well with the alert tool either. It'll login, but in the
7.0 version(haven't tried with 7.1) it would prompt you for a username
when trying to open any alerts unless an instance of the usertool is
already running.

There is a working group comprised of BMC and DOD Remedy Developers,
etc... that are working on a solution. However, I haven't heard from
them in quite some time so I wouldn't hold your breath.



Jason Bess
Bess Development Corp




From: "Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE"
<[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 5:35:52 PM
Subject: Re: SSO & CAC Authentication

It's not too hard doing it on the Midtier, but doing it on the client is
much more involved.  Like Jennifer Meyer said, to do it on the client,
there's a whitepaper out there somewhere.

Good luck! I don't know anyone who's done it successfully...

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Abdullah Baytops
Sent: Tuesday, December 02, 2008 11:35 AM
To: arslist@ARSLIST.ORG
Subject: SSO & CAC Authentication

** 
Hello Listers

Does anyone have any information on how to begin with an CAC auth. for a
government client?  We have a requirement to have users have the ability
to login using SSO & CAC cards.  Has anyone done this yet or is there a
product to make this a seamless intergration any information would be
appreciated.

V/R
Abdul Baytops
Web:  www.thedigitalcorp.com 
 > 
Email: [EMAIL PROTECTED]


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Re: SSO & CAC Authentication

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

Yes, Jason, you are 100% right to my knowledge.  I remember that being
their solution advertised about a year and a half ago and it only
"works" in version 7.0 (if memory serves me correctly).  So when I
considered that "solution" I said to myself, A) We're running 6.3, so it
wouldn't work anyway and B) Trying to compile and/or interface with a
dll distribute it to all clients would be extraordinarily difficult.

Am I right that the dll has to be on each client?

Awhile back I wrote an application that did "single sign on" for Remedy
that I hoped would satisfy the DoD mandate, but it didn't. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason
Sent: Wednesday, December 03, 2008 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSO & CAC Authentication

** 
The white paper is just about useless. It provides the base code for a
dll that the v7+ user tool will check for when it's opening. The dll
base code supplies a static username, password, and preference
server/port/rpc. If you're not a programmer, you'll need to hire one to
build an application that the dll can call, collect or generate login
credentials, and then supply that information to the user tool. (BMC
will not provide any support for this. All they will give you is the
base code that will let your programmer know what values to provide for
authentication.) The major problem with the dll is that it still
requires a username and password. Your external application will need to
pull or build that information then supply it to the system. If you're
using the mid-tier too, you'll need to build a solution that works to
retrieve login credentials from both clients. The downside to the dll is
security. There's no way to force the use of the dll. It's simply a file
that resides on the client machine. If you delete it, you'll get the
regular login prompt. If anybody reverse engineers the dll and
identifies how you're retrieving/building the login credentials, they
can then log in as anybody. Anybody accept admins. Admins will still
need to login manually. The dll doesn't work for the Admin tool. The dll
doesn't work well with the alert tool either. It'll login, but in the
7.0 version(haven't tried with 7.1) it would prompt you for a username
when trying to open any alerts unless an instance of the usertool is
already running.
 
There is a working group comprised of BMC and DOD Remedy Developers,
etc... that are working on a solution. However, I haven't heard from
them in quite some time so I wouldn't hold your breath.

 
 
Jason Bess
Bess Development Corp
 



From: "Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE"
<[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 5:35:52 PM
Subject: Re: SSO & CAC Authentication

It's not too hard doing it on the Midtier, but doing it on the client is
much more involved.  Like Jennifer Meyer said, to do it on the client,
there's a whitepaper out there somewhere.

Good luck! I don't know anyone who's done it successfully...

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Abdullah Baytops
Sent: Tuesday, December 02, 2008 11:35 AM
To: arslist@ARSLIST.ORG
Subject: SSO & CAC Authentication

** 
Hello Listers

Does anyone have any information on how to begin with an CAC auth. for a
government client?  We have a requirement to have users have the ability
to login using SSO & CAC cards.  Has anyone done this yet or is there a
product to make this a seamless intergration any information would be
appreciated.

V/R
Abdul Baytops
Web:  www.thedigitalcorp.com 
 > 
Email: [EMAIL PROTECTED]


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


___
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Re: SSO & CAC Authentication

[Jason]

The white paper is just about useless. It provides the base code for a dll that 
the v7+ user tool will check for when it's opening. The dll base code supplies 
a static username, password, and preference server/port/rpc. If you're not a 
programmer, you'll need to hire one to build an application that the dll can 
call, collect or generate login credentials, and then supply that information 
to the user tool. (BMC will not provide any support for this. All they will 
give you is the base code that will let your programmer know what values to 
provide for authentication.) The major problem with the dll is that it still 
requires a username and password. Your external application will need to pull 
or build that information then supply it to the system. If you're using the 
mid-tier too, you'll need to build a solution that works to retrieve login 
credentials from both clients. The downside to the dll is security. There's no 
way to force the use of the dll. It's
 simply a file that resides on the client machine. If you delete it, you'll get 
the regular login prompt. If anybody reverse engineers the dll and identifies 
how you're retrieving/building the login credentials, they can then log in as 
anybody. Anybody accept admins. Admins will still need to login manually. The 
dll doesn't work for the Admin tool. The dll doesn't work well with the alert 
tool either. It'll login, but in the 7.0 version(haven't tried with 7.1) it 
would prompt you for a username when trying to open any alerts unless an 
instance of the usertool is already running.

There is a working group comprised of BMC and DOD Remedy Developers, etc... 
that are working on a solution. However, I haven't heard from them in quite 
some time so I wouldn't hold your breath.



Jason Bess
Bess Development Corp





From: "Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 3, 2008 5:35:52 PM
Subject: Re: SSO & CAC Authentication

It's not too hard doing it on the Midtier, but doing it on the client is
much more involved.  Like Jennifer Meyer said, to do it on the client,
there's a whitepaper out there somewhere.

Good luck! I don't know anyone who's done it successfully...

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Abdullah Baytops
Sent: Tuesday, December 02, 2008 11:35 AM
To: arslist@ARSLIST.ORG
Subject: SSO & CAC Authentication

** 
Hello Listers

Does anyone have any information on how to begin with an CAC auth. for a
government client?  We have a requirement to have users have the ability
to login using SSO & CAC cards.  Has anyone done this yet or is there a
product to make this a seamless intergration any information would be
appreciated.

V/R
Abdul Baytops
Web:  www.thedigitalcorp.com  
Email: [EMAIL PROTECTED]


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

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Re: Menu match stopped working after bouncing service

[Matthew Perrault]

Rick, Nyall,
We had and still have that issue on our Development and Test environments.
We are running ITSM 7 which uses a lot of memory. I wonder if what Nyall wrote 
below is why we see it?
It will be fine for a couple of weeks and then suddenly every form that has 
that (foundation has it everywhere) $MENU$ pattern matching will fail.
We end up rebooting the server.
There was/is a defect reported on this:
ISS03247553
SW00284075
But BMC closed it because they said they couldn't reproduce it.

Thanks,
Matthew Perrault
SIM Team
Remedy Developer
763-764-2423
Click to contact the Service Desk or Make a Computer Related 
Request

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Nyall McCavitt
Sent: Wednesday, December 03, 2008 12:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu match stopped working after bouncing service

**
Hi,

I had this issue with ARS V7.1. There were 2 workarounds that I found for this 
but these only partially succeeded. The first was to disable the $MENU$ pattern 
matching on the field concerned. Save the modification then re-apply $MENU$ 
pattern matching. This obviously only works for small numbers of fields and the 
problem reappeared after a certain time period. The second option is to stop 
and restart the Remedy service. Not always practical in a production 
environment.

The final solution was to patch our ARS V7.1 server to patch 5. This resolved 
the problem which was to due to how the ARS Server was interacting with Oracle. 
Once a certain memory threshold had been reached then the problem would appear.

I think that you should contact Remedy Support and see what patch level for ARS 
V7.0.1 does not have this issue.

Hope that this helps.

Nyall

Rick Westbrock wrote:
**

Yesterday I was having some odd performance issues with my Mid-tier users and 
eventually my Admin tool kept locking up whenever I tried to open any form on 
my production server (7.0.1 p6 on Windows). I ended up bouncing the service and 
then for some reason all of my character fields that had the $MENU$ pattern 
match set refused to actually match anything. I had one user call me about a 
field on one particular form so I removed the pattern match and changed the 
field from Edit to Drop-Down (now that all the clients have been upgraded to 
version 7). Then a few hours later a different user reported the same problem 
on a field in a different form. By early this morning I had 3-4 other fields 
reported with the same problem.

The pattern match on all of these fields worked fine before, does anybody have 
any idea why the $MENU$ pattern match would suddenly fail globally across 
multiple fields on multiple forms? I ended up exporting a full definition file 
and doing a search for the string "pattern: $-107$" which let me find 
all the remaining fields with the menu pattern match so that I could 
proactively fix those before getting user complaints.


-Rick

_
Rick Westbrock
PETCO Telecom Engineer
[EMAIL PROTECTED]

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Re: SSO & CAC Authentication

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

It's not too hard doing it on the Midtier, but doing it on the client is
much more involved.  Like Jennifer Meyer said, to do it on the client,
there's a whitepaper out there somewhere.

Good luck! I don't know anyone who's done it successfully...

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Abdullah Baytops
Sent: Tuesday, December 02, 2008 11:35 AM
To: arslist@ARSLIST.ORG
Subject: SSO & CAC Authentication

** 
Hello Listers
 
Does anyone have any information on how to begin with an CAC auth. for a
government client?  We have a requirement to have users have the ability
to login using SSO & CAC cards.  Has anyone done this yet or is there a
product to make this a seamless intergration any information would be
appreciated.
 
V/R
Abdul Baytops
Web:  www.thedigitalcorp.com  
Email: [EMAIL PROTECTED]


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

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Re: Business Time

[Grooms, Frederick W]

1st ... Do you have a Business Time Workdays record with a Name of
"Workdays"?   
2nd ... Do you have a Business Time Holidays record with a Name of
"Holidays"?   

I have found it is best to put the current date/time field inside double
quotes so try the following:   
$PROCESS$ Application-Bus-Time-Add "$Date/Time Field$" 8 3 "Holidays"
"Workdays"

Fred


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brittain, Mark
Sent: Tuesday, December 02, 2008 4:03 PM
To: arslist@ARSLIST.ORG
Subject: Business Time

Hi All,

I am venturing into the world of business time and can't seem to get the
syntax right. Based on what is in the book it should be either but I am
getting and error. What I am trying to do is take the value from the
$Date/Time Field$ add 8 business hours and do a Set Field. Any ideas
where I have gone wrong?

$PROCESS$ Application-Bus-Time-Add $Date/Time Field$ [8 [3 [Holidays
[Workdays

Or

$PROCESS$ Application-Bus-Time-Add $Date/Time Field$ "8" "3" "Holidays"
"Workdays"

ARS 6.3 patch 20

Thanks


Mark Brittain

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Re: SSO & CAC Authentication

[Meyer, Jennifer L]

BMC has a whitepaper on doing so in their knowledgebase; however, it is not 
publicly viewable.  You must put in a trouble ticket and specifically request 
it.

Jennifer Meyer

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Abdullah Baytops
Sent: Tuesday, December 02, 2008 6:01 PM
To: arslist@ARSLIST.ORG
Subject: FW: SSO & CAC Authentication


Hello Listers

Does anyone have any information on how to begin with an CAC auth. for a 
government client?  We have a requirement to have users have the ability to 
login using SSO & CAC cards.  Has anyone done this yet or is there a product to 
make this a seamless intergration any information would be appreciated.

V/R
Abdul Baytops
Web:  www.thedigitalcorp.com
Email: [EMAIL PROTECTED]
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