Re: Proxy Apache Web Server to Tomcat issues

[Jason Miller]

I have been reading up on the ajp protocol.  I can see the benefits of using
this versus just straight mod_proxy.  From what I have read it is a
packet-oriented protocol and uses a binary format versus plain text.  Both
mod_jk and mod_proxy_ajp use the ajp protocol.  I have read mixed reviews
regarding which is better. It looks like mod_jk has a bit of a performance
edge because it keeps the connections open to Tomcat.

We tried to get mod_jk working for a little bit but were unsuccessful.
Mod_proxy_ajp worked right away and requires less configuration.  Seeing as
we are replacing our web server that has been running since 2002 (with
little complaint and Mid Tier 5 up until a year ago) with a much, much
faster one and switching from ServletExec/IIS to Tomcat/Apache, I think our
performance shouldn't be an issue for our user load.

Thanks everybody for all of the assistance.  Hopefully others will find this
thread helpful.

Jason

On Thu, Dec 11, 2008 at 1:33 PM, Jason Miller wrote:

> UPDATE:
>
> It appears that patch 5 did fix the problem.  We tried so many
> configurations and modules to get it work that there must have been some
> conflicts in the config files that was preventing it from working after we
> first updated to patch 5.  Once we went back to a simple ProxyPass and
> ProxyPassRevers it all started working.
>
> ProxyPass /arsys/ http://:8080/arsys/
> ProxyPassReverse http://:8080/arsys /arsys
>
> Since this is now working, are there benefits to using one of the modules
> previously mentioned?  It seems like keeping it simple like this may have an
> advantage (less configuration, less modules to worry about keeping updated
> and vulnerabilities, etc).
>
> Jason
>
>
> On Wed, Dec 10, 2008 at 5:31 AM, Tony Worthington <
> tony.worthing...@kohls.com> wrote:
>
>>
>> No noticeable slowdown here.  The real benefit is the ease of
>> configuration and single port for multiple instances of Tomcat + static
>> content through Apache.
>>
>>
>> * Tony Worthington*
>>  Sr. Technical Analyst
>>  Kohl's Department Stores
>>  N56 W17000 Ridgewood Drive
>>  Menomonee Falls, WI 53051
>>  262.703.5911 (phone)
>>  *tony.worthing...@kohls.com* 
>>  *www.Kohls.com* 
>>
>>
>>
>>  From: Jason Miller 
>> To: arslist@ARSLIST.ORG Date: 12/09/2008 05:18 PM
>> Subject: Re: Proxy Apache Web Server to Tomcat issues Sent by: "Action
>> Request System discussion list(ARSList)" 
>> --
>>
>>
>>
>> ** Our load isn't all that heavy, I think I will just have to try it as
>> see how it goes.  Have you noticed any slowness using mod_jk with Apache.
>>  Seeing as they are both maintained by Apache Software Foundation I wouldn't
>> be surprised if mod_jk and Apache work better together than mod_jk and IIS.
>>
>> Jason
>>
>> On Tue, Dec 9, 2008 at 2:39 PM, Tony Worthington <*
>> tony.worthing...@kohls.com* > wrote:
>>
>> I can't speak to that one... haven't touched IIS in years.  Maybe someone
>> else on the list using mod_jk with Apache in an environment (with heavy
>> load) can comment on performance in that configuration.  Our load here is
>> too  light to benchmark against any whitepapers.
>>
>>
>> *
>> Tony Worthington*
>> Sr. Technical Analyst
>> Kohl's Department Stores
>> N56 W17000 Ridgewood Drive
>> Menomonee Falls, WI 53051
>> 262.703.5911 (phone)
>> *tony.worthing...@kohls.com* 
>> *www.Kohls.com* 
>>
>>
>>   From: Jason Miller <*jason.mil...@gmail.com* >
>> To: *arsl...@arslist.org*   Date: 12/09/2008 04:01
>> PM  Subject: Re: Proxy Apache Web Server to Tomcat issues Sent by: "Action
>> Request System discussion list(ARSList)" 
>> <*arsl...@arslist.org*
>> >
>>
>>  --
>>
>>
>>
>> ** We looked at JK a little bit.  I was kind of turned off by the MT
>> benchmarks using mod_JK with IIS.
>>
>>
>> Is the performance with an Apache web server vastly different than with
>> IIS?
>>
>> Jason
>>
>> On Tue, Dec 9, 2008 at 1:46 PM, Tony Worthington <*
>> tony.worthing...@kohls.com* > wrote:
>>
>> Use mod_jk.  It's specifically designed for this purpose.  *
>> http://tomcat.apache.org/connectors-doc/*
>>
>>   JkMount /arsys ajp13
>>   JkMount /arsys/* ajp13
>>
>>   JkMount /rkm ajp13
>>   JkMount /rkm/* ajp13
>> *
>>
>> Tony Worthington*
>> Sr. Technical Analyst
>> Kohl's Department Stores
>> N56 W17000 Ridgewood Drive
>> Menomonee Falls, WI 53051
>> 262.703.5911 (phone)*
>> **tony.worthing...@kohls.com* *
>> **www.Kohls.com* 
>>
>>   From: Jason Miller <*jason.mil...@gmail.com* >
>> To: *arsl...@arslist.org*   Date: 12/09/2008 03:00
>> PM  Subject: Proxy Apache Web Server to Tomcat issues  Sent by: "Action
>> Request System discussion list(ARSList)" 
>> <*arsl...@arslist.org*
>> >
>>
>>
>>  --
>>
>>
>>
>> ** We are working on bring up a new web server.  We want to use Tomcat for
>> the JSP engine and run a full Apache web server as the front end

Crystal Reports Question

[Shafqat Ayaz]

Hi All
I am trying to write a Crystal Report and I want to be able to have a parameter 
which can either be set to a value or All, any idea on how to achieve this?
For example
 
Support Company
the user will select a support company based on the choices ( this bit is fine)
Support Organization
I want the user to have the flexibility to either select a Support Organization 
from the drop down list or be able to report on ALL Support Organizations 
belonging to the Support Company they selected.
 
thanks
 
shafqat






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Re: Affected users

[Guillaume Rheault]

There are a User Community and an Organization CI classes.
So you could relate the change request to such CIs. You would of course need to 
create these CI records manually.  
You could also relate this type of CIs to incidents and problems. This is 
literally the nirvana stage (i.e. vision) of Service Impact Management. 

-Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of BROTONS Oscar
Sent: Thu 12/11/08 6:01 AM
To: arslist@ARSLIST.ORG
Subject: Affected users
 
Good Morning,

In our current Change Request based on ITSM 5.6 we introduced a
customization that allows relating a change request with a set of
affected users.

I haven't found anything similar in Change Management 7 of Service
Request 2.2.

Is there some similar functionality for this pourpose?
If not, have someone else done something similar?

Thanks a lot.

Regards.

Oscar Brotons.
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IMPORTANT: This message is intended exclusively for information purposes. It 
cannot be considered as an 
official OHIM communication concerning procedures laid down in the Community 
Trade Mark Regulations 
and Designs Regulations. It is therefore not legally binding on the OHIM for 
the purpose of those procedures.
The information contained in this message and attachments is intended solely 
for the attention and use of the 
named addressee and may be confidential. If you are not the intended recipient, 
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Re: Problem with 'arxmlutil70.dll' will installing ARS patch 9

[pascale . boyer]

We are thinking that it might be a java process we are running that is 
connecting to the arserver.
Will try that one another time.

Thanks for the help

Pascale Boyer
503-745-2159



jshy...@columnit.com 
Sent by: arslist@ARSLIST.ORG
12/11/2008 01:52 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Problem with 'arxmlutil70.dll' will installing ARS patch 9






** 
I’d still shut it down. From the name of the file I’m guessing it might 
have something to do with web services. It could have opened a connection 
and the network stack could be keeping that dll open
 
Another option is to download process explorer and run it on the server 
(it doesn’t require an install) and search for what is using that file and 
kill the handle. You can get process explorer from Microsoft’s site as it 
is a former sysinternals utility. 
http://technet.microsoft.com/en-us/sysinternals/bb896653.aspx
 
J.T. Shyman 
Column Technologies 
  

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of pascale.bo...@daimler.com
Sent: Thursday, December 11, 2008 3:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Problem with 'arxmlutil70.dll' will installing ARS patch 9
 
** 
The mid-tier is on another server

Pascale Boyer
503-745-2159


jshy...@columnit.com
Sent by: arslist@ARSLIST.ORG
12/11/2008 01:12 PM


Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG
cc
 
Subject
Re: Problem with 'arxmlutil70.dll' will installing ARS patch 9
 


 
 




** 
Is the mid-tier stopped too?
 
--- J.T. Shyman
 


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of pascale.bo...@daimler.com
Sent: Thursday, December 11, 2008 3:10 PM
To: arslist@ARSLIST.ORG
Subject: Problem with 'arxmlutil70.dll' will installing ARS patch 9
 
** 
Hi all,


I am having problems installing the patch 009 on our server.
We are not doing an install ... just replacing the files.
One of the files that need to be replaced is arxmlutil70.dll.  The ARS 
services are stopped.
When I tried to copy the new 'arxmlutil70.dll' it gives me the error that 
the file is in used by another user or application.
Any clue?
There is nothing in the Read me file of patch 009 regarding this and I 
cannot download any of the previous read-me file (some firewall issue)

ARS 7.01 patch 003
Windows
MSSQL 2005

Thanks

Pascale Boyer
503-745-2159
If you are not the intended addressee, please inform us immediately that 
you have received this e-mail in error, and delete it. We thank you for 
your cooperation. 
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html___
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Re: Problem with 'arxmlutil70.dll' will installing ARS patch 9

[J.T. Shyman]

I'd still shut it down. From the name of the file I'm guessing it might have
something to do with web services. It could have opened a connection and the
network stack could be keeping that dll open

 

Another option is to download process explorer and run it on the server (it
doesn't require an install) and search for what is using that file and kill
the handle. You can get process explorer from Microsoft's site as it is a
former sysinternals utility.
http://technet.microsoft.com/en-us/sysinternals/bb896653.aspx

 

J.T. Shyman 
Column Technologies 

  

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of pascale.bo...@daimler.com
Sent: Thursday, December 11, 2008 3:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Problem with 'arxmlutil70.dll' will installing ARS patch 9

 

** 
The mid-tier is on another server

Pascale Boyer
503-745-2159




jshy...@columnit.com
Sent by: arslist@ARSLIST.ORG

12/11/2008 01:12 PM


Please respond to
arslist@ARSLIST.ORG


To

arslist@ARSLIST.ORG


cc

 


Subject

Re: Problem with 'arxmlutil70.dll' will installing ARS patch 9

 


 

 




** 
Is the mid-tier stopped too?
 
--- J.T. Shyman

 

  _  


From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of pascale.bo...@daimler.com
Sent: Thursday, December 11, 2008 3:10 PM
To: arslist@ARSLIST.ORG
Subject: Problem with 'arxmlutil70.dll' will installing ARS patch 9
 
** 
Hi all,


I am having problems installing the patch 009 on our server.
We are not doing an install ... just replacing the files.
One of the files that need to be replaced is arxmlutil70.dll.  The ARS
services are stopped.
When I tried to copy the new 'arxmlutil70.dll' it gives me the error that
the file is in used by another user or application.
Any clue?
There is nothing in the Read me file of patch 009 regarding this and I
cannot download any of the previous read-me file (some firewall issue)

ARS 7.01 patch 003
Windows
MSSQL 2005

Thanks

Pascale Boyer
503-745-2159
If you are not the intended addressee, please inform us immediately that you
have received this e-mail in error, and delete it. We thank you for your
cooperation. 
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Re: ITSM 7 Patch 009

[Barb Wagner]

Thanks Shawn 

I thought there was a discussion in the last couple of weeks about a few 
folks that had applied patch 009 and were having problems with their users 
keeping their permissions and had to update their licenses (aka refresh 
the cache) to get things operational again

I did .. too much mail cleanup and removed a few things in error

Barb Wagner
IBM Global Services
218-828-4135
bar...@us.ibm.com




"Pierson, Shawn"  
Sent by: "Action Request System discussion list(ARSList)" 

12/11/2008 10:12 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: ITSM 7 Patch 009






** 
I’ve run into similar problems with ARS Patch 9 when using Active 
Directory, but haven’t seen any threads on it yet.
 
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Barb Wagner
Sent: Thursday, December 11, 2008 9:34 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 Patch 009
 
** 
Hi  All 

A while ago there was a discussing regarding the ITSM 7 Patch 009 
regarding some unusual menu/permission issues (something regarding the 
cache on the system) - could someone send me the email thread on that? 

Barb Wagner
IBM Global Services
218-828-4135
bar...@us.ibm.com
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Re: Proxy Apache Web Server to Tomcat issues

[Jason Miller]

UPDATE:

It appears that patch 5 did fix the problem.  We tried so many
configurations and modules to get it work that there must have been some
conflicts in the config files that was preventing it from working after we
first updated to patch 5.  Once we went back to a simple ProxyPass and
ProxyPassRevers it all started working.

ProxyPass /arsys/ http://:8080/arsys/
ProxyPassReverse http://:8080/arsys /arsys

Since this is now working, are there benefits to using one of the modules
previously mentioned?  It seems like keeping it simple like this may have an
advantage (less configuration, less modules to worry about keeping updated
and vulnerabilities, etc).

Jason

On Wed, Dec 10, 2008 at 5:31 AM, Tony Worthington <
tony.worthing...@kohls.com> wrote:

>
> No noticeable slowdown here.  The real benefit is the ease of configuration
> and single port for multiple instances of Tomcat + static content through
> Apache.
>
>
> * Tony Worthington*
>  Sr. Technical Analyst
>  Kohl's Department Stores
>  N56 W17000 Ridgewood Drive
>  Menomonee Falls, WI 53051
>  262.703.5911 (phone)
>  *tony.worthing...@kohls.com* 
>  *www.Kohls.com* 
>
>
>
>  From: Jason Miller 
> To: arslist@ARSLIST.ORG Date: 12/09/2008 05:18 PM
> Subject: Re: Proxy Apache Web Server to Tomcat issues Sent by: "Action
> Request System discussion list(ARSList)" 
> --
>
>
>
> ** Our load isn't all that heavy, I think I will just have to try it as see
> how it goes.  Have you noticed any slowness using mod_jk with Apache.
>  Seeing as they are both maintained by Apache Software Foundation I wouldn't
> be surprised if mod_jk and Apache work better together than mod_jk and IIS.
>
> Jason
>
> On Tue, Dec 9, 2008 at 2:39 PM, Tony Worthington <*
> tony.worthing...@kohls.com* > wrote:
>
> I can't speak to that one... haven't touched IIS in years.  Maybe someone
> else on the list using mod_jk with Apache in an environment (with heavy
> load) can comment on performance in that configuration.  Our load here is
> too  light to benchmark against any whitepapers.
>
>
> *
> Tony Worthington*
> Sr. Technical Analyst
> Kohl's Department Stores
> N56 W17000 Ridgewood Drive
> Menomonee Falls, WI 53051
> 262.703.5911 (phone)
> *tony.worthing...@kohls.com* 
> *www.Kohls.com* 
>
>
>   From: Jason Miller <*jason.mil...@gmail.com* >
> To: *arsl...@arslist.org*   Date: 12/09/2008 04:01 PM
> Subject: Re: Proxy Apache Web Server to Tomcat issues Sent by: "Action
> Request System discussion list(ARSList)" 
> <*arsl...@arslist.org*
> >
>
>  --
>
>
>
> ** We looked at JK a little bit.  I was kind of turned off by the MT
> benchmarks using mod_JK with IIS.
>
>
> Is the performance with an Apache web server vastly different than with
> IIS?
>
> Jason
>
> On Tue, Dec 9, 2008 at 1:46 PM, Tony Worthington <*
> tony.worthing...@kohls.com* > wrote:
>
> Use mod_jk.  It's specifically designed for this purpose.  *
> http://tomcat.apache.org/connectors-doc/*
>
>   JkMount /arsys ajp13
>   JkMount /arsys/* ajp13
>
>   JkMount /rkm ajp13
>   JkMount /rkm/* ajp13
> *
>
> Tony Worthington*
> Sr. Technical Analyst
> Kohl's Department Stores
> N56 W17000 Ridgewood Drive
> Menomonee Falls, WI 53051
> 262.703.5911 (phone)*
> **tony.worthing...@kohls.com* *
> **www.Kohls.com* 
>
>   From: Jason Miller <*jason.mil...@gmail.com* >
> To: *arsl...@arslist.org*   Date: 12/09/2008 03:00 PM
> Subject: Proxy Apache Web Server to Tomcat issues  Sent by: "Action
> Request System discussion list(ARSList)" 
> <*arsl...@arslist.org*
> >
>
>
>  --
>
>
>
> ** We are working on bring up a new web server.  We want to use Tomcat for
> the JSP engine and run a full Apache web server as the front end as an app
> firewall and for static content.  We have tried various combinations of
> mod_proxy, mod_rewrite and even tried mod_proxy_html.
>
>
> We want to proxy traffic on :443/arsys *to *:8080/arsys on the same
> server.  Static pages work fine, our proxy for :443/rkm *to *:8080/rkm
> works and even the Mid-Tier configuration works from
> :443/arsys/shared/config/config.jsp *to *
> :8080/arsys/shared/config/config.jsp.
>
> We also tried setting up a ProxyFilter section in C:\Program Files\AR
> System\Mid-Tier\WEB-INF\web.xml as suggested in "Configuring Apache 2.0.x to
> work as a Proxy server using mod_proxy on UNIX" (KM-00025464) without
> any success (after restarting Tomcat).
> When we try to access an actual Remedy form, the new 7.1 Loading icon sits
> in the middle of the page and nothing ever happens, not an even timeout.  We
> have set the MT logs to Fine and watching the logs do not show any activity
> during this Loading period (no looping).
>
> The last line of the log if access by :8080 directly or through Apaches
> :443 is:
>
> Dec 9, 2008 12:11:38 PM - FINE (com.remedy.log.SERVLET) :
> server:||app:null||fo

Re: Problem with 'arxmlutil70.dll' will installing ARS patch 9

[pascale . boyer]

Simple.

I can't access the FTP site from here (blocked by the firewall)  and I do 
not have the installer. Only the files were downloaded.
All went fine until I tried to replace 'arxmlutil70.dll'.

Pascale Boyer
503-745-2159



kevin.beg...@lmco.com 
Sent by: arslist@ARSLIST.ORG
12/11/2008 01:18 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Problem with 'arxmlutil70.dll' will installing ARS patch 9






** 
Any reason why you are not just using the installer?
 
Kevin Begosh, RSP
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of pascale.bo...@daimler.com
Sent: Thursday, December 11, 2008 4:10 PM
To: arslist@ARSLIST.ORG
Subject: Problem with 'arxmlutil70.dll' will installing ARS patch 9
 
** 
Hi all,


I am having problems installing the patch 009 on our server.
We are not doing an install ... just replacing the files.
One of the files that need to be replaced is arxmlutil70.dll.  The ARS 
services are stopped.
When I tried to copy the new 'arxmlutil70.dll' it gives me the error that 
the file is in used by another user or application.
Any clue?
There is nothing in the Read me file of patch 009 regarding this and I 
cannot download any of the previous read-me file (some firewall issue)

ARS 7.01 patch 003
Windows
MSSQL 2005

Thanks

Pascale Boyer
503-745-2159
If you are not the intended addressee, please inform us immediately that 
you have received this e-mail in error, and delete it. We thank you for 
your cooperation. 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html___ 
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Re: Problem with 'arxmlutil70.dll' will installing ARS patch 9

[pascale . boyer]

The mid-tier is on another server

Pascale Boyer
503-745-2159



jshy...@columnit.com 
Sent by: arslist@ARSLIST.ORG
12/11/2008 01:12 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Problem with 'arxmlutil70.dll' will installing ARS patch 9






** 
Is the mid-tier stopped too?
 
--- J.T. Shyman

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of pascale.bo...@daimler.com
Sent: Thursday, December 11, 2008 3:10 PM
To: arslist@ARSLIST.ORG
Subject: Problem with 'arxmlutil70.dll' will installing ARS patch 9
 
** 
Hi all,


I am having problems installing the patch 009 on our server.
We are not doing an install ... just replacing the files.
One of the files that need to be replaced is arxmlutil70.dll.  The ARS 
services are stopped.
When I tried to copy the new 'arxmlutil70.dll' it gives me the error that 
the file is in used by another user or application.
Any clue?
There is nothing in the Read me file of patch 009 regarding this and I 
cannot download any of the previous read-me file (some firewall issue)

ARS 7.01 patch 003
Windows
MSSQL 2005

Thanks

Pascale Boyer
503-745-2159
If you are not the intended addressee, please inform us immediately that 
you have received this e-mail in error, and delete it. We thank you for 
your cooperation. 
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html___
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html___ 


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Re: Problem with 'arxmlutil70.dll' will installing ARS patch 9

[Begosh, Kevin]

Any reason why you are not just using the installer?

 

Kevin Begosh, RSP

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of pascale.bo...@daimler.com
Sent: Thursday, December 11, 2008 4:10 PM
To: arslist@ARSLIST.ORG
Subject: Problem with 'arxmlutil70.dll' will installing ARS patch 9

 

** 
Hi all,


I am having problems installing the patch 009 on our server.
We are not doing an install ... just replacing the files.
One of the files that need to be replaced is arxmlutil70.dll.  The ARS
services are stopped.
When I tried to copy the new 'arxmlutil70.dll' it gives me the error
that the file is in used by another user or application.
Any clue?
There is nothing in the Read me file of patch 009 regarding this and I
cannot download any of the previous read-me file (some firewall issue)

ARS 7.01 patch 003
Windows
MSSQL 2005

Thanks

Pascale Boyer
503-745-2159
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Re: Problem with 'arxmlutil70.dll' will installing ARS patch 9

[J.T. Shyman]

Is the mid-tier stopped too?

 

--- J.T. Shyman

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of pascale.bo...@daimler.com
Sent: Thursday, December 11, 2008 3:10 PM
To: arslist@ARSLIST.ORG
Subject: Problem with 'arxmlutil70.dll' will installing ARS patch 9

 

** 
Hi all,


I am having problems installing the patch 009 on our server.
We are not doing an install ... just replacing the files.
One of the files that need to be replaced is arxmlutil70.dll.  The ARS
services are stopped.
When I tried to copy the new 'arxmlutil70.dll' it gives me the error that
the file is in used by another user or application.
Any clue?
There is nothing in the Read me file of patch 009 regarding this and I
cannot download any of the previous read-me file (some firewall issue)

ARS 7.01 patch 003
Windows
MSSQL 2005

Thanks

Pascale Boyer
503-745-2159
If you are not the intended addressee, please inform us immediately that you
have received this e-mail in error, and delete it. We thank you for your
cooperation. 
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Problem with 'arxmlutil70.dll' will installing ARS patch 9

[pascale . boyer]

Hi all,


I am having problems installing the patch 009 on our server.
We are not doing an install ... just replacing the files.
One of the files that need to be replaced is arxmlutil70.dll.  The ARS 
services are stopped.
When I tried to copy the new 'arxmlutil70.dll' it gives me the error that 
the file is in used by another user or application.
Any clue?
There is nothing in the Read me file of patch 009 regarding this and I 
cannot download any of the previous read-me file (some firewall issue)

ARS 7.01 patch 003
Windows
MSSQL 2005

Thanks

Pascale Boyer
503-745-2159

If you are not the intended addressee, please inform us immediately that you 
have received this e-mail in error, and delete it. We thank you for your 
cooperation.  
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Re: ARERROR 45093

[Leah George]

Anyone interested in Remedy developer position based in Columbus OH. I have
4 open position for junior to mid level candidates.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Greg Fabie
Sent: Thursday, December 11, 2008 3:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERROR 45093

 

** 

Here is what I have collected on the subject:

 

BMC has defect SW00280511 and will get fixed with Patch009 of the Task
Management System 7.0.03.

Scenario 

A user created a Change with lots of tasks and changed the status of the
first task to ?Closed? (probably over the Cancel button). When the Change
went into ?Implementation in Progress? the second Task did not changed to
?Pending? and is still in ?Staged?. Which means that this Change got stuck. 

When we try to set a new status manually, following error massage appears: 

 

This task (or group)  must be activated (from the parent) before it can be
changed to the status:  Assigned  (ARERR 45093) 

 

Here is the work around 

1. Open the Change Request and identify the tasks that are in a closed
status and status reason = cancelled. Note down the change request id and
the task ids. 
2. Open the TMS:AssocSummaryDataJoin form and search where the
RootRequestName = Change Request Id. 
3. Find the tasks that were closed (cancelled) and change the sequence to
the last sequence i.e. this task(s) should have a sequence higher than the
other tasks associated to the change. Also change the status to Staged. Save

4. Go to the change form and select the tasks that need to be trigerred and
click on the sequence up button. This should change the sequence number on
the task and it should go into the assigned status. 
5. Go back to the TMS:AssocSummaryDataJoin form and change the status of the
tasks that were modified (the cancelled tasks only) to closed. 

OR try

1. Open the Change Request and identify the tasks that are in a closed
status and status reason = cancelled. Note down the change request id and
the task ids. 
2. Open the TMS:AssocSummaryDataJoin form and search where the
RootRequestName = Change Request Id. 
3. Find the tasks that were closed (cancelled) and change the sequence to
the last sequence i.e. this task(s) should have a sequence higher than the
other tasks associated to the change. Also change the status to Staged. Save


4. Go to the change form and change the status of the Change to Sheduled.
5. Select the tasks that need to be trigerred and click on the sequence up
button. This should change the sequence number on the task and it should go
into the assigned status. 
5. Go back to the TMS:AssocSummaryDataJoin form and change the status of the
tasks that were modified (the cancelled tasks only) to closed. 

6. Change the status of the Change to Implementation in Progress. 



 

On Thu, Dec 11, 2008 at 9:55 AM, manoj jain 
wrote:

** Hi All,
 
When i am changing task status staged to assigned it throws error that
 
"This task(or group) must be activated(from the parent) before it can be
changed to the status:assigned.ARERROR 45093"
 
Thanks & Regards,
Manoj Jain
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Re: ARERROR 45093

[Greg Fabie]

Here is what I have collected on the subject:

BMC has defect SW00280511 and will get fixed with Patch009 of the Task
Management System 7.0.03.
Scenario
A user created a Change with lots of tasks and changed the status of the
first task to ?Closed? (probably over the Cancel button). When the Change
went into ?Implementation in Progress? the second Task did not changed to
?Pending? and is still in ?Staged?. Which means that this Change got stuck.
When we try to set a new status manually, following error massage appears:

This task (or group)  must be activated (from the parent) before it can be
changed to the status:  Assigned  (ARERR 45093)

Here is the work around
1. Open the Change Request and identify the tasks that are in a closed
status and status reason = cancelled. Note down the change request id and
the task ids.
2. Open the TMS:AssocSummaryDataJoin form and search where the
RootRequestName = Change Request Id.
3. Find the tasks that were closed (cancelled) and change the sequence to
the last sequence i.e. this task(s) should have a sequence higher than the
other tasks associated to the change. Also change the status to Staged. Save

4. Go to the change form and select the tasks that need to be trigerred and
click on the sequence up button. This should change the sequence number on
the task and it should go into the assigned status.
5. Go back to the TMS:AssocSummaryDataJoin form and change the status of the
tasks that were modified (the cancelled tasks only) to closed.
OR try
1. Open the Change Request and identify the tasks that are in a closed
status and status reason = cancelled. Note down the change request id and
the task ids.
2. Open the TMS:AssocSummaryDataJoin form and search where the
RootRequestName = Change Request Id.
3. Find the tasks that were closed (cancelled) and change the sequence to
the last sequence i.e. this task(s) should have a sequence higher than the
other tasks associated to the change. Also change the status to Staged. Save

4. Go to the change form and change the status of the Change to Sheduled.
5. Select the tasks that need to be trigerred and click on the sequence up
button. This should change the sequence number on the task and it should go
into the assigned status.
5. Go back to the TMS:AssocSummaryDataJoin form and change the status of the
tasks that were modified (the cancelled tasks only) to closed.
6. Change the status of the Change to Implementation in Progress.



On Thu, Dec 11, 2008 at 9:55 AM, manoj jain wrote:

> ** Hi All,
>
> When i am changing task status staged to assigned it throws error that
>
> "This task(or group) must be activated(from the parent) before it can be
> changed to the status:assigned.ARERROR 45093"
>
> Thanks & Regards,
> Manoj Jain
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> html___

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Re: ARERROR 45093

[Janie]

The Incident needs to be be in the status of 'In Progress' before the task
can be initiated.  Any "pre-sequenced" tasks also need to be Closed.
 
HTH,
Janie
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of manoj jain
Sent: Thursday, December 11, 2008 9:56 AM
To: arslist@ARSLIST.ORG
Subject: ARERROR 45093


** Hi All,
 
When i am changing task status staged to assigned it throws error that
 
"This task(or group) must be activated(from the parent) before it can be
changed to the status:assigned.ARERROR 45093"
 
Thanks & Regards,
Manoj Jain
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ARERROR 45093

[manoj jain]

Hi All,

When i am changing task status staged to assigned it throws error that

"This task(or group) must be activated(from the parent) before it can be
changed to the status:assigned.ARERROR 45093"

Thanks & Regards,
Manoj Jain

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Email Engine/SSL Question

[Begosh, Kevin]

We are currently trying to connect to our email server within remedy so
we can have incoming emails into our system.  We configured everything
in the email configuration form but we keep getting the following errors
in the email log

 

SEVERE: sun.security.validator.ValidatorException: PKIX path building
failed: sun.security.provider.certpath.SunCertPathBuilderException:
unable to find valid certification path to requested target 

 

With a bunch of other information as well.  The we are connecting via
imap4 over SSL on port 993.  We have imported the Root certification as
well as the certificate chain into the java keystore for the AR Server.
We are connecting to other applications via Web Services over SSL but we
have those servers certs in the keystore as well.  Has anyone had issue
with this before.

 

With remedy 7.1 when you connect to a server do you have to have the
server cert installed in your java keystore on the UNIX server for this
to work. 

 

We are on

AR Server 7.1 patch 4

SunOS 5.1 AR Server

 

 

Kevin Begosh, RSP

Tech Ops

Enterprise Business Services

301-791-3540 Phone

410-422-3623 Cell

[EMAIL PROTECTED]  


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Re: Performance Issue In Archiving the data

[Thad K Esser]

Hi.  Your commas are confusing... do you have 3.4 million incident records 
or 34 million to archive?

Anyway, if you are archiving 50,000 incidents every day, but adding 
30,000, your net archiving is 20,000.  Dividing it out:
  34,000,000/20,000 = 1700 days (4.7 years, rounded and not 
considering the leap year)
or (depending on which number you use:
  3,400,000 / 20,000 = 170 days

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



Vyom Labs - ITSM Support <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

12/11/2008 02:14 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Performance Issue In Archiving the data






** 
Hello Everyone ... 

We are in very wired situation right now. We are using Remedy 7.0.0 with 
ITSM Suits. 
We are facing problem in archiving. Our user complaining about slow 
performance of system everyday.
If i am not wrong it's could be solve if we archive current HPD tickets. 
currently we have, more than 34,00,000 incident record in HPD:HelpDesk. 
We tried to archive with qualification which has near around 60,000 
record. But our UAT server had crash while arching. Same risk of arching 
we can not take on production.
We have following H/w configuration.
Application server: 16 GB RAM, Sun 4 u (dual core - 4 CPU)
OS - Solaris 10
Database (remote) - 10g
Web server (remote) - tomact 5.5

Per day Incident are around 30,000. So we have decided to archive 
everyday. 
Qualification would be like this, so system archive only 2 days record 
before 3 months. 
So everyday we will archive around 50,000 Record. 
We want to know, How much time it will take? ..

please any suggestion would be welcome ...
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audit on joined forms

[Brien Dieterle]

Hi List,

I thought this behavior was a bit weird:

If you setup auditing on a join form as per the documentation, and you set
some fields on BOTH underlying forms to "audit and copy"  I would expect
that any fields on either form, if edited, would trigger an audit on BOTH
forms (because they are joined).

As it turns out, the joined audit only seems to get trigged when the Primary
form (in the join criteria) is triggered.  Does that make sense?  I want to
capture ALL audit+copy fields from both forms into the audit table if even
ONE of the trigger fields is modified on even just one form.  As it is now,
that happens but only if the triggered field is in the primary form in the
audit join!

Thanks for any ideas

ARS 7.1 patch 003
mssql 2005

Brien

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Re: set fields by process error-Partly solved

[Ramey, Anne]

For the limited amount it can process, the set field command of:
$PROCESS$ echo "$Email Body$" | /home/aramey/html2text-0.003/html2text.pl
Works perfectly. Thanks for the help so far.  I'll look into ARSPerl to see 
about going deeper into this.


Anne Ramey



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Ramey, Anne
Sent: Thursday, December 11, 2008 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error

**
Any pointers on doing that?  I am trying to process an entire email body.  It's 
not a problem with the short tests,b ut it will be a problem in production.

Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of LJ Longwing
Sent: Thursday, December 11, 2008 12:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error

**
In that case I have had to write some perl scripts where it logs into Remedy 
itself and grabs the values in question out of a record instead of trying to 
pass all of the information on the command line.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of J.T. Shyman
Sent: Thursday, December 11, 2008 9:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error
**
Good point. I assumedand yes, I know what they say about assumed:

"50 bonus points for using all of your tiles in Scrabble"

:)

The @@: can be dropped if this is in a filter.

Curious: What does  $Email Body$ contain? If it is the full email body that 
could be causing the issue. The $PROCESS$ command tops out at 4096 characters 
long according to the workflow object guide:

The $PROCESS$ tag indicates that all text that follows is a command line. The
command line can include substitution parameters from the current screen to
enable values to be placed into the command line before it is executed. You can
enter as many as 255 characters for your command definition. The command can
be as many as 4096 characters after the substitution parameters are expanded

--- J.T. Shyman

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of LJ Longwing
Sent: Thursday, December 11, 2008 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error

That would only work if the process was running via Active Link...which Anne 
didn't specify


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of J.T. Shyman
Sent: Thursday, December 11, 2008 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error
**
Try changing the command to:

$PROCESS$ @@:echo ""$Email Body"" | /home/aramey/html2text-0.003/html2text.pl

If that doesn't work, start with something simple and work up from there. 
Change the set fields to something like

$PROCESS$ @@:echo $HOSTNAME

And see if that sets the field. If it does try

$PROCESS$ @@:echo ""$Request ID""

(or some other, short field)

If that works, it may not be liking fact that the return has multiple lines. It 
may see that as multiple values and not a single value for the set fields.

--- J.T. Shyman

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Ramey, Anne
Sent: Thursday, December 11, 2008 9:45 AM
To: arslist@ARSLIST.ORG
Subject: set fields by process error

I am getting an exit code: 127 set fields action error when trying to use the 
following in a set fields action to strip HTML from an email body:
$PROCESS$ "echo ""$Email Body$"" | /home/aramey/html2text-0.003/html2text.pl "

The process works fine when I run it from the command line:
btw, it does work from the command line:
[EMAIL PROTECTED] db#  echo "Test headertest
> Anne Ramey
> test" | /home/aramey/html2text-0.003/html2text.pl
Starting /home/aramey/html2text-0.003/html2text.pl ...
Test header
===


test
Anne Ramey test

Anyone know what exit code 127 means? or see any syntax errors?  I can't find 
the set field error exit codes anywhere in the documentation.

AR System 7.0.1 Patch 5, ITSM 7.0.03 patch 7 on Red Hat Linux.  Oracle backend.

Thanks,

Anne Ramey
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Re: set fields by process error

[LJ Longwing]

You should be able to do a search in Google for ARSPerl, this is the perl
interface to the Remedy API, it allows you to do ALLOT of stuff in an
automated fashion.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne
Sent: Thursday, December 11, 2008 10:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error


** 

Any pointers on doing that?  I am trying to process an entire email body.
It's not a problem with the short tests,b ut it will be a problem in
production. 

 

Anne Ramey



***

E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Thursday, December 11, 2008 12:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error

 

** 

In that case I have had to write some perl scripts where it logs into Remedy
itself and grabs the values in question out of a record instead of trying to
pass all of the information on the command line.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Thursday, December 11, 2008 9:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error

** 

Good point. I assumed..and yes, I know what they say about assumed: 

 

"50 bonus points for using all of your tiles in Scrabble"

 

J

 

The @@: can be dropped if this is in a filter.

 

Curious: What does  $Email Body$ contain? If it is the full email body that
could be causing the issue. The $PROCESS$ command tops out at 4096
characters long according to the workflow object guide:

 

The $PROCESS$ tag indicates that all text that follows is a command line.
The

command line can include substitution parameters from the current screen to

enable values to be placed into the command line before it is executed. You
can

enter as many as 255 characters for your command definition. The command can

be as many as 4096 characters after the substitution parameters are expanded

 

--- J.T. Shyman

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Thursday, December 11, 2008 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error

 

That would only work if the process was running via Active Link...which Anne
didn't specify

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Thursday, December 11, 2008 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error

** 

Try changing the command to: 

 

$PROCESS$ @@:echo ""$Email Body"" |
/home/aramey/html2text-0.003/html2text.pl

 

If that doesn't work, start with something simple and work up from there.
Change the set fields to something like

 

$PROCESS$ @@:echo $HOSTNAME

 

And see if that sets the field. If it does try

 

$PROCESS$ @@:echo ""$Request ID"" 

 

(or some other, short field)

 

If that works, it may not be liking fact that the return has multiple lines.
It may see that as multiple values and not a single value for the set
fields.

 

--- J.T. Shyman

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne
Sent: Thursday, December 11, 2008 9:45 AM
To: arslist@ARSLIST.ORG
Subject: set fields by process error

 

I am getting an exit code: 127 set fields action error when trying to use
the following in a set fields action to strip HTML from an email body:

$PROCESS$ "echo ""$Email Body$"" | /home/aramey/html2text-0.003/html2text.pl
"

 

The process works fine when I run it from the command line:

btw, it does work from the command line:

[EMAIL PROTECTED] db#  echo "Test headertest

> Anne Ramey

> test" | /home/aramey/html2text-0.003/html2text.pl

Starting /home/aramey/html2text-0.003/html2text.pl ...

Test header

===

 

 

test

Anne Ramey test

 

Anyone know what exit code 127 means? or see any syntax errors?  I can't
find the set field error exit codes anywhere in the documentation.

 

AR System 7.0.1 Patch 5, ITSM 7.0.03 patch 7 on Red Hat Linux.  Oracle
backend.

 

Thanks,

 

Anne Ramey
***

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Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.

 

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SLM Email Problems RESOLVED

[Shafqat Ayaz]

Thanks Julie
 
this worked perfectly. You are a star.
 
shafqat

--- On Sat, 12/6/08, Julie L Kanakanui JLKANAKA <[EMAIL PROTECTED]> wrote:

From: Julie L Kanakanui JLKANAKA <[EMAIL PROTECTED]>
Subject: Re: SLM Email Problems
To: arslist@ARSLIST.ORG
Date: Saturday, December 6, 2008, 3:07 PM


** 
Hello, 

I think we just resolved a similar (same?) problem in regards to the "from" 
listing (we are on SLM 7.1) with the help of BMC Tech Support. 

He had me modify the following 4 Filters: 

SLM:RuleActionNotifier:ExpandNamesAndNotify_ARTaskYes_WebURLYes 
SLM:RuleActionNotifier:ExpandNamesAndNotify_ARTaskYes_WebURLNo 
SLM:RuleActionNotifier:ExpandNamesAndNotify_ARTaskNo_WebURLYes 
SLM:RuleActionNotifier:ExpandNamesAndNotify_ARTaskNo_WebURLNo 


 For each of these, in the If Action/Notify action, on the Messages tab, I 
deleted "$SLA_NotificationAlertTo$" from the "From" field and left it blank. 

This appears to have corrected the problem - now our SLM emails have the normal 
"from" info in them. 



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






Jiri Pospisil <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"  
12/04/2008 04:21 AM 




Please respond to
arslist@ARSLIST.ORG






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Subject
Re: SLM Email Problems









** 
++ 
Please Read The Disclaimer At The Bottom Of This Email 
++ 
  
Shafqat, 
  
We are on exactly same configuration in terms of ARS and SLM (we are running on 
Windows and MS SQL database). 
And we experience exactly same behaviour. 
In our case, however, it is a progress as until recently SLM was sending 4 
identical email messages to the Incident assignee instead of just one (two 
messages looked like coming from the person themselves and two from the Remedy 
email account). 
We were advised to disable a list of filters that were missed by the SLM 7.5 
installation. 
After this update we only get a single email (hurrah!), but it appears as 
coming from the person who receives the notification. 
As we notify only the incident assignee it is not a big deal for us. 
  
Not much help. Just letting you know you are not on your own. 
  
Regards 
Jiri Pospisil 
  
IT Services 
LCH.Clearnet

  
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Shafqat Ayaz
Sent: 04 December 2008 02:10
To: arslist@ARSLIST.ORG
Subject: SLM Email Problems 
  
** 




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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copied or disclosed with the consent of LCH.Clearnet Limited. If you are not an 
intended recipient please delete this e-mail and notify [EMAIL PROTECTED] 
  
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hard copy. LCH.Clearnet Limited accepts no liability, including liability for 
negligence, in respect of any statement in this email. 
  
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London EC3N 1EA. Recognised as a Clearing House under the Financial Services & 
Markets Act 2000. Reg in England No.25932 
Telephone: +44 20 7426 7000 Internet: http://www.lchclearnet.com 
  
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Re: set fields by process error

[Ramey, Anne]

Any pointers on doing that?  I am trying to process an entire email body.  It's 
not a problem with the short tests,b ut it will be a problem in production.

Anne Ramey

***
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From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of LJ Longwing
Sent: Thursday, December 11, 2008 12:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error

**
In that case I have had to write some perl scripts where it logs into Remedy 
itself and grabs the values in question out of a record instead of trying to 
pass all of the information on the command line.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of J.T. Shyman
Sent: Thursday, December 11, 2008 9:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error
**
Good point. I assumedand yes, I know what they say about assumed:

"50 bonus points for using all of your tiles in Scrabble"

:)

The @@: can be dropped if this is in a filter.

Curious: What does  $Email Body$ contain? If it is the full email body that 
could be causing the issue. The $PROCESS$ command tops out at 4096 characters 
long according to the workflow object guide:

The $PROCESS$ tag indicates that all text that follows is a command line. The
command line can include substitution parameters from the current screen to
enable values to be placed into the command line before it is executed. You can
enter as many as 255 characters for your command definition. The command can
be as many as 4096 characters after the substitution parameters are expanded

--- J.T. Shyman

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of LJ Longwing
Sent: Thursday, December 11, 2008 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error

That would only work if the process was running via Active Link...which Anne 
didn't specify


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of J.T. Shyman
Sent: Thursday, December 11, 2008 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error
**
Try changing the command to:

$PROCESS$ @@:echo ""$Email Body"" | /home/aramey/html2text-0.003/html2text.pl

If that doesn't work, start with something simple and work up from there. 
Change the set fields to something like

$PROCESS$ @@:echo $HOSTNAME

And see if that sets the field. If it does try

$PROCESS$ @@:echo ""$Request ID""

(or some other, short field)

If that works, it may not be liking fact that the return has multiple lines. It 
may see that as multiple values and not a single value for the set fields.

--- J.T. Shyman

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Ramey, Anne
Sent: Thursday, December 11, 2008 9:45 AM
To: arslist@ARSLIST.ORG
Subject: set fields by process error

I am getting an exit code: 127 set fields action error when trying to use the 
following in a set fields action to strip HTML from an email body:
$PROCESS$ "echo ""$Email Body$"" | /home/aramey/html2text-0.003/html2text.pl "

The process works fine when I run it from the command line:
btw, it does work from the command line:
[EMAIL PROTECTED] db#  echo "Test headertest
> Anne Ramey
> test" | /home/aramey/html2text-0.003/html2text.pl
Starting /home/aramey/html2text-0.003/html2text.pl ...
Test header
===


test
Anne Ramey test

Anyone know what exit code 127 means? or see any syntax errors?  I can't find 
the set field error exit codes anywhere in the documentation.

AR System 7.0.1 Patch 5, ITSM 7.0.03 patch 7 on Red Hat Linux.  Oracle backend.

Thanks,

Anne Ramey
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Re: set fields by process error

[LJ Longwing]

In that case I have had to write some perl scripts where it logs into Remedy
itself and grabs the values in question out of a record instead of trying to
pass all of the information on the command line.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Thursday, December 11, 2008 9:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error


** 

Good point. I assumed..and yes, I know what they say about assumed: 

 

"50 bonus points for using all of your tiles in Scrabble"

 

:-)

 

The @@: can be dropped if this is in a filter.

 

Curious: What does  $Email Body$ contain? If it is the full email body that
could be causing the issue. The $PROCESS$ command tops out at 4096
characters long according to the workflow object guide:

 

The $PROCESS$ tag indicates that all text that follows is a command line.
The

command line can include substitution parameters from the current screen to

enable values to be placed into the command line before it is executed. You
can

enter as many as 255 characters for your command definition. The command can

be as many as 4096 characters after the substitution parameters are expanded

 

--- J.T. Shyman

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Thursday, December 11, 2008 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error

 

That would only work if the process was running via Active Link...which Anne
didn't specify

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Thursday, December 11, 2008 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error

** 

Try changing the command to: 

 

$PROCESS$ @@:echo ""$Email Body"" |
/home/aramey/html2text-0.003/html2text.pl

 

If that doesn't work, start with something simple and work up from there.
Change the set fields to something like

 

$PROCESS$ @@:echo $HOSTNAME

 

And see if that sets the field. If it does try

 

$PROCESS$ @@:echo ""$Request ID"" 

 

(or some other, short field)

 

If that works, it may not be liking fact that the return has multiple lines.
It may see that as multiple values and not a single value for the set
fields.

 

--- J.T. Shyman

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne
Sent: Thursday, December 11, 2008 9:45 AM
To: arslist@ARSLIST.ORG
Subject: set fields by process error

 

I am getting an exit code: 127 set fields action error when trying to use
the following in a set fields action to strip HTML from an email body:

$PROCESS$ "echo ""$Email Body$"" | /home/aramey/html2text-0.003/html2text.pl
"

 

The process works fine when I run it from the command line:

btw, it does work from the command line:

[EMAIL PROTECTED] db#  echo "Test headertest

> Anne Ramey

> test" | /home/aramey/html2text-0.003/html2text.pl

Starting /home/aramey/html2text-0.003/html2text.pl ...

Test header

===

 

 

test

Anne Ramey test

 

Anyone know what exit code 127 means? or see any syntax errors?  I can't
find the set field error exit codes anywhere in the documentation.

 

AR System 7.0.1 Patch 5, ITSM 7.0.03 patch 7 on Red Hat Linux.  Oracle
backend.

 

Thanks,

 

Anne Ramey
***

E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.

 

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Re: set fields by process error

[J.T. Shyman]

Good point. I assumed..and yes, I know what they say about assumed: 

 

"50 bonus points for using all of your tiles in Scrabble"

 

:-)

 

The @@: can be dropped if this is in a filter.

 

Curious: What does  $Email Body$ contain? If it is the full email body that
could be causing the issue. The $PROCESS$ command tops out at 4096
characters long according to the workflow object guide:

 

The $PROCESS$ tag indicates that all text that follows is a command line.
The

command line can include substitution parameters from the current screen to

enable values to be placed into the command line before it is executed. You
can

enter as many as 255 characters for your command definition. The command can

be as many as 4096 characters after the substitution parameters are expanded

 

--- J.T. Shyman

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Thursday, December 11, 2008 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error

 

That would only work if the process was running via Active Link...which Anne
didn't specify

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Thursday, December 11, 2008 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error

** 

Try changing the command to: 

 

$PROCESS$ @@:echo ""$Email Body"" |
/home/aramey/html2text-0.003/html2text.pl

 

If that doesn't work, start with something simple and work up from there.
Change the set fields to something like

 

$PROCESS$ @@:echo $HOSTNAME

 

And see if that sets the field. If it does try

 

$PROCESS$ @@:echo ""$Request ID"" 

 

(or some other, short field)

 

If that works, it may not be liking fact that the return has multiple lines.
It may see that as multiple values and not a single value for the set
fields.

 

--- J.T. Shyman

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne
Sent: Thursday, December 11, 2008 9:45 AM
To: arslist@ARSLIST.ORG
Subject: set fields by process error

 

I am getting an exit code: 127 set fields action error when trying to use
the following in a set fields action to strip HTML from an email body:

$PROCESS$ "echo ""$Email Body$"" | /home/aramey/html2text-0.003/html2text.pl
"

 

The process works fine when I run it from the command line:

btw, it does work from the command line:

[EMAIL PROTECTED] db#  echo "Test headertest

> Anne Ramey

> test" | /home/aramey/html2text-0.003/html2text.pl

Starting /home/aramey/html2text-0.003/html2text.pl ...

Test header

===

 

 

test

Anne Ramey test

 

Anyone know what exit code 127 means? or see any syntax errors?  I can't
find the set field error exit codes anywhere in the documentation.

 

AR System 7.0.1 Patch 5, ITSM 7.0.03 patch 7 on Red Hat Linux.  Oracle
backend.

 

Thanks,

 

Anne Ramey
***

E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.

 

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Re: set fields by process error

[LJ Longwing]

That would only work if the process was running via Active Link...which Anne
didn't specify

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Thursday, December 11, 2008 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: set fields by process error


** 

Try changing the command to: 

 

$PROCESS$ @@:echo ""$Email Body"" |
/home/aramey/html2text-0.003/html2text.pl

 

If that doesn't work, start with something simple and work up from there.
Change the set fields to something like

 

$PROCESS$ @@:echo $HOSTNAME

 

And see if that sets the field. If it does try

 

$PROCESS$ @@:echo ""$Request ID"" 

 

(or some other, short field)

 

If that works, it may not be liking fact that the return has multiple lines.
It may see that as multiple values and not a single value for the set
fields.

 

--- J.T. Shyman

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne
Sent: Thursday, December 11, 2008 9:45 AM
To: arslist@ARSLIST.ORG
Subject: set fields by process error

 

I am getting an exit code: 127 set fields action error when trying to use
the following in a set fields action to strip HTML from an email body:

$PROCESS$ "echo ""$Email Body$"" | /home/aramey/html2text-0.003/html2text.pl
"

 

The process works fine when I run it from the command line:

btw, it does work from the command line:

[EMAIL PROTECTED] db#  echo "Test headertest

> Anne Ramey

> test" | /home/aramey/html2text-0.003/html2text.pl

Starting /home/aramey/html2text-0.003/html2text.pl ...

Test header

===

 

 

test

Anne Ramey test

 

Anyone know what exit code 127 means? or see any syntax errors?  I can't
find the set field error exit codes anywhere in the documentation.

 

AR System 7.0.1 Patch 5, ITSM 7.0.03 patch 7 on Red Hat Linux.  Oracle
backend.

 

Thanks,

 

Anne Ramey
***

E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.

 

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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Approval Role Length

[J.T. Shyman]

AR 7.1 p5, Linux, Oracle, Approval Server 7.1 

 

I've read in the approval server documentation where the length of the
approver fields on AP:Signature can be increased from 255 to accommodate
longer approver names. However, this doesn't seem to help with the AP:Role
member list which is still limited by the approval server itself to 255
characters:

 

Expanding roles for approver(s): AP:Test List 1

   - Expanded Approver list longer than max of 255 characters,
truncated to max

 

I then had the idea of pre-expanding the role into a temporary field and
letting the Prep Get Next Approver and Get Next Approver rules use the
pre-expanded list. That worked fine until I ran into the issue where the
Temp Char 2 field on AP:Detail I was using was set to 255 characters. 

 

I increased that and everything works fine up until the Get Next Approver
rule runs when I get:

 

   - Approver list longer than max of 255 characters, truncated to
max

 

Even nesting roles doesn't let you get past this restriction. If I create 5
roles and each has a member list that is about 100 characters long and I add
4 of them to the fifth role I get:

 

   - Expanded Approver list longer than max of 255 characters,
truncated to max

 

So, long question short: Is there any way at all to make an AP:Role longer
than 255 characters AND use it in approval rules? I'm 99% sure I can send in
an "ad-hoc" approver to the Next Approvers field that is longer than 255 but
if I want the approval server to do any work with it.it seems it can't be
done.

 

If anyone has any experience with this, good or bad (i.e. how to do it or
more proof it can't be done) I'd appreciate it.

 

--- J.T. Shyman

 


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Re: reset arrecond.log

[Lyle Taylor]

The surest way to get it out of the way is to stop your AR Server and then 
delete it, move it or rename it. Then, when the process restarts, it will start 
writing to a new file.

Lyle Taylor

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Martin, Conny
Sent: Thursday, December 11, 2008 8:12 AM
To: arslist@ARSLIST.ORG
Subject: AW: reset arrecond.log

If you are on a Unix Box you can do >arrecond.log 

After that the logfile should be empty. If you move or rename the file then you 
only change a entry in a mapping table (filename -> inode). Once a file is 
opened the filename has no meaning at all. You can even delete the file and the 
process will continue writing to the file.

Kind Regards Conny

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Im Auftrag von Drew Shuller
Gesendet: Donnerstag, 11. Dezember 2008 16:02
An: arslist@ARSLIST.ORG
Betreff: Re: reset arrecond.log

The reason I'm asking is because first we created a directory below the one 
that the file was in, and moved the file to that directory. The RE continuted 
to write to the file. Then we renamed the file, but the RE still wrote to it.

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Re: ITSM 7 Patch 009

[Pierson, Shawn]

I've run into similar problems with ARS Patch 9 when using Active Directory, 
but haven't seen any threads on it yet.

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Barb Wagner
Sent: Thursday, December 11, 2008 9:34 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 Patch 009

**
Hi  All

A while ago there was a discussing regarding the ITSM 7 Patch 009 regarding 
some unusual menu/permission issues (something regarding the cache on the 
system) - could someone send me the email thread on that?

Barb Wagner
IBM Global Services
218-828-4135
[EMAIL PROTECTED]
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Re: set fields by process error

[LJ Longwing]

Well...just a thought...but in Windows you must call your command
interpreter before you issue the command...so it would look something like
this
 
cmd /c 
 
I haven't worked on a unix server in awhile...but you could try
 
sh 
 
or maybe even
 
perl 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne
Sent: Thursday, December 11, 2008 8:45 AM
To: arslist@ARSLIST.ORG
Subject: set fields by process error


** 

I am getting an exit code: 127 set fields action error when trying to use
the following in a set fields action to strip HTML from an email body:

$PROCESS$ "echo ""$Email Body$"" | /home/aramey/html2text-0.003/html2text.pl
"

 

The process works fine when I run it from the command line:

btw, it does work from the command line:

[EMAIL PROTECTED] db#  echo "Test headertest

> Anne Ramey

> test" | /home/aramey/html2text-0.003/html2text.pl

Starting /home/aramey/html2text-0.003/html2text.pl ...

Test header

===

 

 

test

Anne Ramey test

 

Anyone know what exit code 127 means? or see any syntax errors?  I can't
find the set field error exit codes anywhere in the documentation.

 

AR System 7.0.1 Patch 5, ITSM 7.0.03 patch 7 on Red Hat Linux.  Oracle
backend.

 

Thanks,

 

Anne Ramey
***

E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.

 

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

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Re: set fields by process error

[J.T. Shyman]

Try changing the command to: 

 

$PROCESS$ @@:echo ""$Email Body"" |
/home/aramey/html2text-0.003/html2text.pl

 

If that doesn't work, start with something simple and work up from there.
Change the set fields to something like

 

$PROCESS$ @@:echo $HOSTNAME

 

And see if that sets the field. If it does try

 

$PROCESS$ @@:echo ""$Request ID"" 

 

(or some other, short field)

 

If that works, it may not be liking fact that the return has multiple lines.
It may see that as multiple values and not a single value for the set
fields.

 

--- J.T. Shyman

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne
Sent: Thursday, December 11, 2008 9:45 AM
To: arslist@ARSLIST.ORG
Subject: set fields by process error

 

I am getting an exit code: 127 set fields action error when trying to use
the following in a set fields action to strip HTML from an email body:

$PROCESS$ "echo ""$Email Body$"" | /home/aramey/html2text-0.003/html2text.pl
"

 

The process works fine when I run it from the command line:

btw, it does work from the command line:

[EMAIL PROTECTED] db#  echo "Test headertest

> Anne Ramey

> test" | /home/aramey/html2text-0.003/html2text.pl

Starting /home/aramey/html2text-0.003/html2text.pl ...

Test header

===

 

 

test

Anne Ramey test

 

Anyone know what exit code 127 means? or see any syntax errors?  I can't
find the set field error exit codes anywhere in the documentation.

 

AR System 7.0.1 Patch 5, ITSM 7.0.03 patch 7 on Red Hat Linux.  Oracle
backend.

 

Thanks,

 

Anne Ramey
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AW: set fields by process error

[Martin, Conny]

check if the user which is running arserverd has execute permissions on
/home/aramey/html2text-0.003/html2text.pl 
 
 



Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von Ramey, Anne
Gesendet: Donnerstag, 11. Dezember 2008 16:45
An: arslist@ARSLIST.ORG
Betreff: set fields by process error


** 

I am getting an exit code: 127 set fields action error when trying to
use the following in a set fields action to strip HTML from an email
body:

$PROCESS$ "echo ""$Email Body$"" |
/home/aramey/html2text-0.003/html2text.pl "

 

The process works fine when I run it from the command line:

btw, it does work from the command line:

[EMAIL PROTECTED] db#  echo "Test headertest

> Anne Ramey

> test" | /home/aramey/html2text-0.003/html2text.pl

Starting /home/aramey/html2text-0.003/html2text.pl ...

Test header

===

 

 

test

Anne Ramey test

 

Anyone know what exit code 127 means? or see any syntax errors?  I can't
find the set field error exit codes anywhere in the documentation.

 

AR System 7.0.1 Patch 5, ITSM 7.0.03 patch 7 on Red Hat Linux.  Oracle
backend.

 

Thanks,

 

Anne Ramey
***

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North Carolina Public Records Law and may be disclosed to third parties
only by an authorized State Official.

 

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set fields by process error

[Ramey, Anne]

I am getting an exit code: 127 set fields action error when trying to use the 
following in a set fields action to strip HTML from an email body:
$PROCESS$ "echo ""$Email Body$"" | /home/aramey/html2text-0.003/html2text.pl "

The process works fine when I run it from the command line:
btw, it does work from the command line:
[EMAIL PROTECTED] db#  echo "Test headertest
> Anne Ramey
> test" | /home/aramey/html2text-0.003/html2text.pl
Starting /home/aramey/html2text-0.003/html2text.pl ...
Test header
===


test
Anne Ramey test

Anyone know what exit code 127 means? or see any syntax errors?  I can't find 
the set field error exit codes anywhere in the documentation.

AR System 7.0.1 Patch 5, ITSM 7.0.03 patch 7 on Red Hat Linux.  Oracle backend.

Thanks,

Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.


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Re: Permissions Issues - URGENT HELP NEEDED

[Danaceau, Chris]

Have you tried setting up an Incident Owner assignment record that
defaults ownership of ALL incidents to your HD group?   I'm assuming
you've got them configured as a Help Desk group also, right? 


-- 
Chris Danaceau
This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Muhlethaler, Laurie
Sent: Wednesday, December 10, 2008 6:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Permissions Issues - URGENT HELP NEEDED

All ~ we are using (and want to keep) single-tenancy mode but we want
our 
HD to have the ability to update any ticket.  I've listed their Support 
Group role as Help Desk but if an incident is submitted by someone
outside 
of the HD, ownership is listed as the group who submitted the incident.

This is as-designed, correct?  This should be simple to adjust but since

I'm still familiarizing myself with the ITSM Suite, I'm a little
hesitant 
(OK - a lot).  Your help, as always, is greatly appreciated.


On Thu, 4 Dec 2008 17:19:11 -0500, Jase Brandon <[EMAIL PROTECTED]> 
wrote:

>Hi Laurie,
>What if any errors do you get when users try to modify a ticket they
didn't
>submit?
>Anything in the logs?
>
>Thanks,
>
>Jase
>
>On Thu, Dec 4, 2008 at 12:52 AM, Muhlethaler, Laurie <
>[EMAIL PROTECTED]> wrote:
>
>> **
>>
>> 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
>>
>>
>> [image: [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___
>
>___


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--
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
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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
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be stored in accordance with regulatory requirements.
 
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ITSM 7 Patch 009

[Barb Wagner]

Hi  All

A while ago there was a discussing regarding the ITSM 7 Patch 009 
regarding some unusual menu/permission issues (something regarding the 
cache on the system) - could someone send me the email thread on that? 

Barb Wagner
IBM Global Services
218-828-4135
[EMAIL PROTECTED]

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Re: Permissions Issues - URGENT HELP NEEDED

[LisaD]

This is correct workflow - here's the rule:
If the Help Desk creates the incident, they are the owner.
If a support group outside of the Help Desk creates the incident, and
assigns it to the Help Desk, then the Help Desk is the owner.
If a support group outside of the Help Desk creates the incident and assigns
it to another support group (not the Help Desk) then the submitting support
group is the owner.

The OOTB solution to your dilemma is this:
You can set up an Assignment Event to assign the Incident Owner Group on
every incident submitted.  This is done in the assignment configuration
form.

The customized solution is this:
You could change the underlying workflow object to assign it to Help Desk
instead of the submitting group.

Hope that helps,
LisaD


Muhlethaler, Laurie wrote:
> 
> All ~ we are using (and want to keep) single-tenancy mode but we want
> our 
> HD to have the ability to update any ticket.  I've listed their Support 
> Group role as Help Desk but if an incident is submitted by someone
> outside 
> of the HD, ownership is listed as the group who submitted the incident.
> 
> This is as-designed, correct?  This should be simple to adjust but since
> 
> I'm still familiarizing myself with the ITSM Suite, I'm a little
> hesitant 
> (OK - a lot).  Your help, as always, is greatly appreciated.
> 
> 
> On Thu, 4 Dec 2008 17:19:11 -0500, Jase Brandon <[EMAIL PROTECTED]> 
> wrote:
> 
>>Hi Laurie,
>>What if any errors do you get when users try to modify a ticket they
> didn't
>>submit?
>>Anything in the logs?
>>
>>Thanks,
>>
>>Jase
>>
>>On Thu, Dec 4, 2008 at 12:52 AM, Muhlethaler, Laurie <
>>[EMAIL PROTECTED]> wrote:
>>
>>> **
>>>
>>> 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
>>>
>>>
>>> [image: [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___
>>
>>___
> 
> 
>>UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>>
> 
> --
> 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

AW: reset arrecond.log

[Martin, Conny]

If you are on a Unix Box you can do >arrecond.log 

After that the logfile should be empty. If you move or rename the file then you 
only change a entry in a mapping table (filename -> inode). Once a file is 
opened the filename has no meaning at all. You can even delete the file and the 
process will continue writing to the file.

Kind Regards Conny

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Im Auftrag von Drew Shuller
Gesendet: Donnerstag, 11. Dezember 2008 16:02
An: arslist@ARSLIST.ORG
Betreff: Re: reset arrecond.log

The reason I'm asking is because first we created a directory below the one 
that the file was in, and moved the file to that directory. The RE continuted 
to write to the file. Then we renamed the file, but the RE still wrote to it.

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Re: reset arrecond.log

[Drew Shuller]

The reason I'm asking is because first we created a directory below the
one that the file was in, and moved the file to that directory. The RE
continuted to write to the file. Then we renamed the file, but the RE
still wrote to it.

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Re: Performance Issue In Archiving the data

[Vijayalakshmi Paulraj]

Just a small tip.

 

The fields (columns) you use to specify the Archive qualification should
be indexed so to avoid full table scan before the archiving starts.

Thanks&Regards, 
Vijayalakshmi Paulraj 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support
Sent: Thursday, December 11, 2008 3:45 PM
To: arslist@ARSLIST.ORG
Subject: Performance Issue In Archiving the data

 

Hello Everyone ... 

We are in very wired situation right now. We are using Remedy 7.0.0 with
ITSM Suits. 
We are facing problem in archiving. Our user complaining about slow
performance of system everyday.
If i am not wrong it's could be solve if we archive current HPD tickets.

currently we have, more than 34,00,000 incident record in HPD:HelpDesk. 
We tried to archive with qualification which has near around 60,000
record. But our UAT server had crash while arching. Same risk of arching
we can not take on production.
We have following H/w configuration.
Application server: 16 GB RAM, Sun 4 u (dual core - 4 CPU)
OS - Solaris 10
Database (remote) - 10g
Web server (remote) - tomact 5.5

Per day Incident are around 30,000. So we have decided to archive
everyday. 
Qualification would be like this, so system archive only 2 days record
before 3 months. 
So everyday we will archive around 50,000 Record. 
We want to know, How much time it will take? ..

please any suggestion would be welcome ...

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Re: ARWARN 9351 error

[Anthony K R]

Hi,

 

Saw few earlier threads on the same issue related to Remedy midtier
Cache. This is not just warning but error.

 

Here is the story from our side;

 

At Asset Management console or related forms, user gets error: " Unable
to setup data connection, which is preventing the application from
working correctly. (ARERR 9351) ".  After this error, none of the user
is able to login to mid-tier. After entering ID and password, the
browser continues to hunt but no home page is displayed. 

 

Once I flush mid-tier cache, user can login until one of them get the
above error.

Env: WebLogic 9.2 MP3, mid-tier 7.1p5 on Linux. ARS7.1p5, ITSM 7.0.03 on
Windows.

 

Same error appears randomly in midtier hosted on Tomcat 5.5 on the same
ARS server box. Seems some corruption in ITSM apps.

 

Other related/unrelated symptom;

1.   User login through browser, gets homepage, logout, clicks on
'Return to home page' link, gets login screen, enters ID & password,
clicks Login button, browser continue to request but loads nothing until
displays "The page cannot be displayed".

2.   After getting the above error, at WebLogic mid-tier console
clicked on 'Cache Setting' got internal server error 500, but I can
continue to browse/modify all other config links.

 

I have submitted this issue to bmc. Perhaps after few weeks of fight
they would admit it as a defect. I have already seen few JVM/cache
related being worked out by them.

 

Regards,

Anthony

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti
Sent: Friday, September 19, 2008 4:38 AM
To: arslist@ARSLIST.ORG
Subject: ARWARN 9351 error

 

** 


Hi Group,

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

Thanks

Sivarama 

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Affected users

[BROTONS Oscar]

Good Morning,

In our current Change Request based on ITSM 5.6 we introduced a
customization that allows relating a change request with a set of
affected users.

I haven't found anything similar in Change Management 7 of Service
Request 2.2.

Is there some similar functionality for this pourpose?
If not, have someone else done something similar?

Thanks a lot.

Regards.

Oscar Brotons.
**
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official OHIM communication concerning procedures laid down in the Community 
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and Designs Regulations. It is therefore not legally binding on the OHIM for 
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The information contained in this message and attachments is intended solely 
for the attention and use of the 
named addressee and may be confidential. If you are not the intended recipient, 
you are reminded that the 
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delete or destroy this message and any copies.

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Performance Issue In Archiving the data

[Vyom Labs - ITSM Support]

**
Hello Everyone ... We are in very wired situation right now. We are using Remedy 7.0.0 with ITSM Suits. We are facing problem in archiving. Our user complaining about slow performance of system everyday.If i am not wrong it's could be solve if we archive current HPD tickets. currently we have, more than 34,00,000 incident record in HPD:HelpDesk. We
tried to archive with qualification which has near around 60,000
record. But our UAT server had crash while arching. Same risk of
arching we can not take on production.We have following H/w configuration.Application server: 16 GB RAM, Sun 4 u (dual core - 4 CPU)OS - Solaris 10Database (remote) - 10gWeb server (remote) - tomact 5.5Per day Incident are around 30,000. So we have decided to archive everyday. Qualification would be like this, so system archive only 2 days record before 3 months. So everyday we will archive around 50,000 Record. We want to know, How much time it will take? ..please any suggestion would be welcome ...
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