Re: How to Create Web Service

[Rakshit Bhandary]

For anything to with web on Remedy, you got to have Remedy Mid-Tier
installed and integrated with your server. As one of our friends mentioned,
you can give access to users to create records directly on the form itself.
Since you mentioned that these users do not have login IDs to your server,
you would have to follow the below steps to accomplish this.


   1. First, allow Guest user login on the server. This can be done in the
   server settings on the Server Information window.
   2. Go to your form, allow public submit permissions on the form as well
   as the fields.
   3. So now when the user tries to login, he will be allowed into the
   server as a guest and he/she will be able to submit the record on your form.

Regards,
Rakshit

On Sat, Jan 24, 2009 at 7:45 PM, Conny Martin wrote:

> as far as I know you also need midtier to provide a webservice.
>
> Kind Regards Conny
>
> -Ursprüngliche Nachricht-
> Von: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] Im Auftrag von Ravi
> Gesendet: Samstag, 24. Januar 2009 13:31
> An: arslist@ARSLIST.ORG
> Betreff: Re: How to Create Web Service
>
> if you have mid tier installed, then you can access any form from the web.
> Take a look at "Accessing forms and applications with URLs" in
> Mid-Tier-X.pdf
>
> If you donot have mid tier installed, then build the webservice in Remedy
> like Rakshit mentioned, build some web page with code to access the
> webservice and submit requests.
>
> HTH
> pintu mallick wrote:
> > **
> > Hi Rakshit
> >
> > Thanks for your quick response, let me explain my requirement.
> >
> > I want to develop a web page for external users who don't have user
> > account in remedy so they can open the webpage and fill up the
> > necessary inforamation like First Name, Last Name Email ID and
> > Description field and once they submit this information one Incident
> > Ticket will be created on Remedy.
> >
> > Please suggest me how to accomplish this task.
> >
> > Thanks & Regards,
> > Pintu
> >
> >
> >
> > --- On *Sat, 1/24/09, Rakshit Bhandary //* wrote:
> >
> > From: Rakshit Bhandary 
> > Subject: Re: [ARSLIST] How to Create Web Service
> > To: arslist@ARSLIST.ORG
> > Date: Saturday, January 24, 2009, 12:47 PM
> >
> > ** Select the form on which you want to build the webservice.
> > Right click on it. You will get the option for create web service.
> >
> > Which kind of webservice do you want to create?
> >
> > Regards
> > Rakshit
> >
> > On Sat, Jan 24, 2009 at 8:28 AM, pintu mallick
> > mailto:pintumall...@yahoo.com>> wrote:
> >
> > **
> > Hi All,
> >
> > How to create external webservice to create Incident Ticket in
> > BMC Remedy.
> >
> > Please share your ideas.
> >
> > Thanks & Regards.
> > Thanks
> >
> >
> > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers
> > Are" html___
> >
> >
> > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
> > html___
> >
> >
> > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
> > html___
>
>
> --
> Thank you,
> RaVi
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
>
>
> ___
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> Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
>

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Re: How to Create Web Service

[pintu mallick]

Hi Rakshit, Ravi, Martin,
 
Thanks a lot for all the information on web service. Let me explain my scenario 
in details,
 
I can't allow Guest User Login. The external web page I have talked about 
earlier will be only for those users who don't have access to remedy. 
 
1> So I have to create an external web service [.net or etc..] and consume it 
into a filter so once the external web service pass the data to ARS, filter 
will execute and create an incident record via HPD_Incident_Interface_Create 
form.
 
2> Other way out may be Use Remedy Web Service and Consume it into a filter.
 
Both the cases I have to pass the data to Filter Via Web Service and I really 
want to know how to do it.
 
I have created external web service user account on Mit-Tier.
 
Please let me know if you need any specific information.
 
Thanks & Regards,
Pintu.
 
2> 
 
 


--- On Sun, 1/25/09, Rakshit Bhandary  wrote:

From: Rakshit Bhandary 
Subject: Re: [ARSLIST] How to Create Web Service
To: arslist@ARSLIST.ORG
Date: Sunday, January 25, 2009, 1:38 PM


** For anything to with web on Remedy, you got to have Remedy Mid-Tier 
installed and integrated with your server. As one of our friends mentioned, you 
can give access to users to create records directly on the form itself. Since 
you mentioned that these users do not have login IDs to your server, you would 
have to follow the below steps to accomplish this.



First, allow Guest user login on the server. This can be done in the server 
settings on the Server Information window.
Go to your form, allow public submit permissions on the form as well as the 
fields.
So now when the user tries to login, he will be allowed into the server as a 
guest and he/she will be able to submit the record on your form.Regards,
Rakshit


On Sat, Jan 24, 2009 at 7:45 PM, Conny Martin  
wrote:

as far as I know you also need midtier to provide a webservice.

Kind Regards Conny

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von Ravi
Gesendet: Samstag, 24. Januar 2009 13:31
An: arslist@ARSLIST.ORG
Betreff: Re: How to Create Web Service




if you have mid tier installed, then you can access any form from the web. Take 
a look at "Accessing forms and applications with URLs" in Mid-Tier-X.pdf

If you donot have mid tier installed, then build the webservice in Remedy like 
Rakshit mentioned, build some web page with code to access the webservice and 
submit requests.

HTH
pintu mallick wrote:
> **
> Hi Rakshit
>
> Thanks for your quick response, let me explain my requirement.
>
> I want to develop a web page for external users who don't have user
> account in remedy so they can open the webpage and fill up the
> necessary inforamation like First Name, Last Name Email ID and
> Description field and once they submit this information one Incident
> Ticket will be created on Remedy.
>
> Please suggest me how to accomplish this task.
>
> Thanks & Regards,
> Pintu
>
>
>
> --- On *Sat, 1/24/09, Rakshit Bhandary //* wrote:
>
>     From: Rakshit Bhandary 
>     Subject: Re: [ARSLIST] How to Create Web Service
>     To: arslist@ARSLIST.ORG
>     Date: Saturday, January 24, 2009, 12:47 PM
>
>     ** Select the form on which you want to build the webservice.
>     Right click on it. You will get the option for create web service.
>
>     Which kind of webservice do you want to create?
>
>     Regards
>     Rakshit
>
>     On Sat, Jan 24, 2009 at 8:28 AM, pintu mallick
>     mailto:pintumall...@yahoo.com>> wrote:
>
>         **
>         Hi All,
>
>         How to create external webservice to create Incident Ticket in
>         BMC Remedy.
>
>         Please share your ideas.
>
>         Thanks & Regards.
>         Thanks
>
>
>         __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers
>         Are" html___
>
>
>     __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
>     html___
>
>
> __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
> html___


--
Thank you,
RaVi

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Re: Java API: log4j:WARN Please initialize the log4j system properly.

[Ravi]

yes that solved the problem. Thanks.
One more question about this: I am trying to use the Log4j to log output 
from code. My program name is checkRequest.java. When I set the log 
level debug in log4j.xml it logs a lot of stuff related to 
org.apache.commons.digester.Digester in addition to my log statements 
(DEBUG [main] checkRequest (checkRequest.java). Anyway to disable the 
logs for org.apache.commons.digester.Digester?


2009-01-25 12:52:11,687 DEBUG [main] checkRequest (checkRequest.java:38) 
- Connecting to Test remedy
2009-01-25 12:52:11,929 DEBUG [main] 
org.apache.commons.configuration.ConfigurationUtils 
(ConfigurationUtils.java:515) - Configuration loade

d from the context classpath (arsys_base.xml)
2009-01-25 12:52:12,041 DEBUG [main] 
org.apache.commons.digester.Digester (Digester.java:1249) - 
setDocumentLocator(com.sun.org.apache.xerce

s.internal.parsers.abstractsaxparser$locatorpr...@1bc82e7)
2009-01-25 12:52:12,043 DEBUG [main] 
org.apache.commons.digester.Digester (Digester.java:1283) - startDocument()
2009-01-25 12:52:12,046 DEBUG [main] 
org.apache.commons.digester.Digester (Digester.java:1318) - 
startElement(,,configuration)


My code has the following

public class checkRequest {
 static Logger logger = Logger.getLogger("checkRequest.class");
 public static void main(String args[]){
  logger.debug("Connecting to Test remedy");
.
.
}
}

and my log4j.xml towards the end has

 
 
   
   
 

TIA
Ravi

LJ Longwing wrote:

Ravi,
You should find a file laying around your API named log4j.xml.  Simply put
that in the same dir as your class files and you won't get that error
anymore. 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ravi
Sent: Friday, January 23, 2009 8:33 AM
To: arslist@ARSLIST.ORG
Subject: Java API: log4j:WARN Please initialize the log4j system properly.

Hi: I have some JAVA API scripts which print the following warnings when I
run the scripts. I know I have to configure log4j which I have never done
before. Can someone share their log4j configuration file and a sample code
remedy api code which uses log4j?

log4j:WARN No appenders could be found for logger
(com.bmc.arsys.api.Config).
log4j:WARN Please initialize the log4j system properly.

Thanks

--
Thank you,
RaVi


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--
Thank you,
RaVi

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AW: How to Create Web Service

[Conny Martin]

Pintu,
 
if you really wan't to know how to set up a web service you should read the 
document "Integrating with Plug-ins and Third-Party Products" 
(Integrating-710.pdf). There is a chapter "Web Services" explaining step by 
step how to create or consume a web service.
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von pintu mallick
Gesendet: Sonntag, 25. Januar 2009 09:42
An: arslist@ARSLIST.ORG
Betreff: Re: How to Create Web Service


** 
Hi Rakshit, Ravi, Martin,
 
Thanks a lot for all the information on web service. Let me explain my scenario 
in details,
 
I can't allow Guest User Login. The external web page I have talked about 
earlier will be only for those users who don't have access to remedy. 
 
1> So I have to create an external web service [.net or etc..] and consume it 
into a filter so once the external web service pass the data to ARS, filter 
will execute and create an incident record via HPD_Incident_Interface_Create 
form.
 
2> Other way out may be Use Remedy Web Service and Consume it into a filter.
 
Both the cases I have to pass the data to Filter Via Web Service and I really 
want to know how to do it.
 
I have created external web service user account on Mit-Tier.
 
Please let me know if you need any specific information.
 
Thanks & Regards,
Pintu.
 
2> 
 
 


--- On Sun, 1/25/09, Rakshit Bhandary  wrote:


From: Rakshit Bhandary 
Subject: Re: [ARSLIST] How to Create Web Service
To: arslist@ARSLIST.ORG
Date: Sunday, January 25, 2009, 1:38 PM


** For anything to with web on Remedy, you got to have Remedy Mid-Tier 
installed and integrated with your server. As one of our friends mentioned, you 
can give access to users to create records directly on the form itself. Since 
you mentioned that these users do not have login IDs to your server, you would 
have to follow the below steps to accomplish this.



1.  First, allow Guest user login on the server. This can be done 
in the server settings on the Server Information window. 
2.  Go to your form, allow public submit permissions on the form as 
well as the fields. 
3.  So now when the user tries to login, he will be allowed into 
the server as a guest and he/she will be able to submit the record on your form.

Regards,
Rakshit


On Sat, Jan 24, 2009 at 7:45 PM, Conny Martin 
 wrote:


as far as I know you also need midtier to provide a webservice.

Kind Regards Conny

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von Ravi
Gesendet: Samstag, 24. Januar 2009 13:31
An: arslist@ARSLIST.ORG
Betreff: Re: How to Create Web Service


if you have mid tier installed, then you can access any form 
from the web. Take a look at "Accessing forms and applications with URLs" in 
Mid-Tier-X.pdf

If you donot have mid tier installed, then build the webservice 
in Remedy like Rakshit mentioned, build some web page with code to access the 
webservice and submit requests.

HTH
pintu mallick wrote:
> **
> Hi Rakshit
>
> Thanks for your quick response, let me explain my requirement.
>
> I want to develop a web page for external users who don't 
have user
> account in remedy so they can open the webpage and fill up the
> necessary inforamation like First Name, Last Name Email ID and
> Description field and once they submit this information one 
Incident
> Ticket will be created on Remedy.
>
> Please suggest me how to accomplish this task.
>
> Thanks & Regards,
> Pintu
>
>
>
> --- On *Sat, 1/24/09, Rakshit Bhandary 
//* wrote:
>
> From: Rakshit Bhandary 
> Subject: Re: [ARSLIST] How to Create Web Service
> To: arslist@ARSLIST.ORG
> Date: Saturday, January 24, 2009, 12:47 PM
>
> ** Select the form on which you want to build the 
webservice.
> Right click on it. You will get the option for create web 
service.
>
> Which kind of webservice do you want to create?
>
> Regards
> Rakshit
>
> On Sat, Jan 24, 2

Re: How to Create Web Service

[Alfred Differ]

Yup.  That worked for me when I was learning this stuff.  Start with
the product documentation.

Right clicking over the form offers a path to the 'create web service'
wizard.  It will auto-generate all the operations within the web
service.  Later on, you may have to fiddle around with some of the
parameters in the XML generated to deal with extra fields you might
have as required, but the wizard is pretty good at the initial set up.

You have to pick a url where the wsdl can be found.  Just make sure it
is available to the public.  The only trickiness I found is that
changes to the web service object won't show up on your mid-tier until
you force the cache to refresh.  If you do alter anything on the web
service after the first time you pull up the wsdl from your mid-tier,
just remember that.

For the rest of your ticket submission form to work, you have to build
your web form code.  There are utilities out there that can take the
wsdl and create the classes necessary for the data management behind
your form(s).  I don't know the .NET world enough to make suggestions,
but search around or ask others and you'll find out.

For basic ticket submission, only the web service object needs to be
created on the AR Server.  No filters are needed.  This is the way it
works when you publish a service.

-al

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Re: AW: How to Create Web Service

[pintu mallick]

Hi Martin,
 
I have already read that doument which is good, So I have created the below 
items,
 
1> Created a Form on Remedy.
2> Created a Web Service of that Form.
3> Created a Filter for Consuming Web Service.
 
Now I have to send data to that Remedy Form from an external asp or html page 
via the same web service so that the filter can create a record on that Remedy 
Form.
 
Please let me know your suggestion on this.
 
Thanks a ton,
Pintu


--- On Mon, 1/26/09, Conny Martin  wrote:

From: Conny Martin 
Subject: [ARSLIST] AW: How to Create Web Service
To: arslist@ARSLIST.ORG
Date: Monday, January 26, 2009, 12:10 AM


** 
Pintu,
 
if you really wan't to know how to set up a web service you should read the 
document "Integrating with Plug-ins and Third-Party Products" 
(Integrating-710.pdf). There is a chapter "Web Services" explaining step by 
step how to create or consume a web service.
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von pintu mallick
Gesendet: Sonntag, 25. Januar 2009 09:42
An: arslist@ARSLIST.ORG
Betreff: Re: How to Create Web Service


** 




Hi Rakshit, Ravi, Martin,
 
Thanks a lot for all the information on web service. Let me explain my scenario 
in details,
 
I can't allow Guest User Login. The external web page I have talked about 
earlier will be only for those users who don't have access to remedy. 
 
1> So I have to create an external web service [.net or etc..] and consume it 
into a filter so once the external web service pass the data to ARS, filter 
will execute and create an incident record via HPD_Incident_Interface_Create 
form.
 
2> Other way out may be Use Remedy Web Service and Consume it into a filter.
 
Both the cases I have to pass the data to Filter Via Web Service and I really 
want to know how to do it.
 
I have created external web service user account on Mit-Tier.
 
Please let me know if you need any specific information.
 
Thanks & Regards,
Pintu.
 
2> 
 
 


--- On Sun, 1/25/09, Rakshit Bhandary  wrote:

From: Rakshit Bhandary 
Subject: Re: [ARSLIST] How to Create Web Service
To: arslist@ARSLIST.ORG
Date: Sunday, January 25, 2009, 1:38 PM


** For anything to with web on Remedy, you got to have Remedy Mid-Tier 
installed and integrated with your server. As one of our friends mentioned, you 
can give access to users to create records directly on the form itself. Since 
you mentioned that these users do not have login IDs to your server, you would 
have to follow the below steps to accomplish this.



First, allow Guest user login on the server. This can be done in the server 
settings on the Server Information window. 
Go to your form, allow public submit permissions on the form as well as the 
fields. 
So now when the user tries to login, he will be allowed into the server as a 
guest and he/she will be able to submit the record on your form.Regards,
Rakshit


On Sat, Jan 24, 2009 at 7:45 PM, Conny Martin  
wrote:

as far as I know you also need midtier to provide a webservice.

Kind Regards Conny

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von Ravi
Gesendet: Samstag, 24. Januar 2009 13:31
An: arslist@ARSLIST.ORG
Betreff: Re: How to Create Web Service




if you have mid tier installed, then you can access any form from the web. Take 
a look at "Accessing forms and applications with URLs" in Mid-Tier-X.pdf

If you donot have mid tier installed, then build the webservice in Remedy like 
Rakshit mentioned, build some web page with code to access the webservice and 
submit requests.

HTH
pintu mallick wrote:
> **
> Hi Rakshit
>
> Thanks for your quick response, let me explain my requirement.
>
> I want to develop a web page for external users who don't have user
> account in remedy so they can open the webpage and fill up the
> necessary inforamation like First Name, Last Name Email ID and
> Description field and once they submit this information one Incident
> Ticket will be created on Remedy.
>
> Please suggest me how to accomplish this task.
>
> Thanks & Regards,
> Pintu
>
>
>
> --- On *Sat, 1/24/09, Rakshit Bhandary //* wrote:
>
>     From: Rakshit Bhandary 
>     Subject: Re: [ARSLIST] How to Create Web Service
>     To: arslist@ARSLIST.ORG
>     Date: Saturday, January 24, 2009, 12:47 PM
>
>     ** Select the form on which you want to build the webservice.
>     Right click on it. You will get the option for create web service.
>
>     Which kind of webservice do you want to create?
>
>     Regards
>     Rakshit
>
>     On Sat, Jan 24, 2009 at 8:28 AM, pintu mallick
>     mailto:pintumall...@yahoo.com>> wrote:
>
>         **
>         Hi All,
>
>         How to create external webservice to create Incident Ticket in
>         BMC Remedy.
>
>         Please share your ideas.
>
>         Thanks & Regards.
>         Thanks
>
>
>         __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers
>    

Re: AW: How to Create Web Service

[Alfred Differ]

Why did you create the filter?

Filters consume web services through set field actions.  Are you
trying to create the tickets from within your own workflow or from the
web page?  If you are just doing it from the web page, you don't need
the filter to consume anything.  Think about the condition on which
the filter runs and you'll see why.

On Sun, Jan 25, 2009 at 11:11 AM, pintu mallick  wrote:
> **
> Hi Martin,
>
> I have already read that doument which is good, So I have created the below
> items,
>
> 1> Created a Form on Remedy.
> 2> Created a Web Service of that Form.
> 3> Created a Filter for Consuming Web Service.
>
> Now I have to send data to that Remedy Form from an external asp or html
> page via the same web service so that the filter can create a record on that
> Remedy Form.
>
> Please let me know your suggestion on this.
>
> Thanks a ton,
> Pintu
>
> --- On Mon, 1/26/09, Conny Martin  wrote:
>
> From: Conny Martin 
> Subject: [ARSLIST] AW: How to Create Web Service
> To: arslist@ARSLIST.ORG
> Date: Monday, January 26, 2009, 12:10 AM
>
> **
> Pintu,
>
> if you really wan't to know how to set up a web service you should read the
> document "Integrating with Plug-ins and Third-Party Products"
> (Integrating-710.pdf). There is a chapter "Web Services" explaining step by
> step how to create or consume a web service.
>
> Kind Regards Conny
> 
> Von: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] Im Auftrag von pintu mallick
> Gesendet: Sonntag, 25. Januar 2009 09:42
> An: arslist@ARSLIST.ORG
> Betreff: Re: How to Create Web Service
>
> **
> Hi Rakshit, Ravi, Martin,
>
> Thanks a lot for all the information on web service. Let me explain my
> scenario in details,
>
> I can't allow Guest User Login. The external web page I have talked about
> earlier will be only for those users who don't have access to remedy.
>
> 1> So I have to create an external web service [.net or etc..] and consume
> it into a filter so once the external web service pass the data to ARS,
> filter will execute and create an incident record via
> HPD_Incident_Interface_Create form.
>
> 2> Other way out may be Use Remedy Web Service and Consume it into a filter.
>
> Both the cases I have to pass the data to Filter Via Web Service and I
> really want to know how to do it.
>
> I have created external web service user account on Mit-Tier.
>
> Please let me know if you need any specific information.
>
> Thanks & Regards,
> Pintu.
>
> 2>
>
>
>
> --- On Sun, 1/25/09, Rakshit Bhandary  wrote:
>
> From: Rakshit Bhandary 
> Subject: Re: [ARSLIST] How to Create Web Service
> To: arslist@ARSLIST.ORG
> Date: Sunday, January 25, 2009, 1:38 PM
>
> ** For anything to with web on Remedy, you got to have Remedy Mid-Tier
> installed and integrated with your server. As one of our friends mentioned,
> you can give access to users to create records directly on the form itself.
> Since you mentioned that these users do not have login IDs to your server,
> you would have to follow the below steps to accomplish this.
>
> First, allow Guest user login on the server. This can be done in the server
> settings on the Server Information window.
> Go to your form, allow public submit permissions on the form as well as the
> fields.
> So now when the user tries to login, he will be allowed into the server as a
> guest and he/she will be able to submit the record on your form.
>
> Regards,
> Rakshit
>
> On Sat, Jan 24, 2009 at 7:45 PM, Conny Martin 
> wrote:
>>
>> as far as I know you also need midtier to provide a webservice.
>>
>> Kind Regards Conny
>>
>> -Ursprüngliche Nachricht-
>> Von: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] Im Auftrag von Ravi
>> Gesendet: Samstag, 24. Januar 2009 13:31
>> An: arslist@ARSLIST.ORG
>> Betreff: Re: How to Create Web Service
>>
>> if you have mid tier installed, then you can access any form from the web.
>> Take a look at "Accessing forms and applications with URLs" in
>> Mid-Tier-X.pdf
>>
>> If you donot have mid tier installed, then build the webservice in Remedy
>> like Rakshit mentioned, build some web page with code to access the
>> webservice and submit requests.
>>
>> HTH
>> pintu mallick wrote:
>> > **
>> > Hi Rakshit
>> >
>> > Thanks for your quick response, let me explain my requirement.
>> >
>> > I want to develop a web page for external users who don't have user
>> > account in remedy so they can open the webpage and fill up the
>> > necessary inforamation like First Name, Last Name Email ID and
>> > Description field and once they submit this information one Incident
>> > Ticket will be created on Remedy.
>> >
>> > Please suggest me how to accomplish this task.
>> >
>> > Thanks & Regards,
>> > Pintu
>> >
>> >
>> >
>> > --- On *Sat, 1/24/09, Rakshit Bhandary //* wrote:
>> >
>> > From: Rakshit Bhandary 
>> > Subject: Re: [ARSLIST] How to Create Web Service
>> > To: arslist@ARSLIST.ORG
>> >

Re: My Entitled Products problem

[Remedyboy]

We are in the same boat... We need to be fixed top. Our problem is a  
little more complicated as we have several people not on our specific  
contract...they (sales) decided to anyone under Eds in one lump  
account ...so now we have 12 people who some have access to 4 products  
and some have access to 10. So. How does that work? I am not smart  
enough to figure this out..  But I understand you situation



Sent from my iPhone

On Jan 23, 2009, at 5:10 PM, "Pierson, Shawn"   
wrote:


I see all three versions of everything logged in on mine.  I think  
what David is pointing at is that in some cases there are multiple  
support ids, and that if you don't have the right one that your  
support contract is tied to, you may not be able to download them.   
That still doesn't explain why you can see ARS 7.1, but I've seen  
situations like that before.  Once BMC created a separate support id  
for us to download a demo of something, and my coworker at the time  
made that his primary support id on his profile.  That caused some  
issues, and it could be similar to what you are running into.


I'm not saying this is the case, but you may want to double check  
your support ids at least to eliminate that as a factor.


Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG 
] On Behalf Of Wheeler, Dylan

Sent: Friday, January 23, 2009 3:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: My Entitled Products problem

Hi David

I understand that it is supposed to show the products per support id.
Is that limited to versions as well?

I see ITSM in there, but it will only allow me to download 7.1.0
Normal hiccups for a new process, understandable. Just kind of
dumbfounded by the response I got when I reported the problem.

The spaceman comment was me being amused that a BMC support person
would tell me that ARS 7.0.01 does not exist.
Maybe it was removed from EPD and it is now being stored in Area 51 :)

Dylan

Quoting "Easter, David" :

Just FYI, my understanding is that your Entitled Products list is  
linked
to those products that are covered under your support contract -  
hence

the need to manage your support IDs in EPD.  You may wish to check if
the support ID you entered into the EPD site is the one you have for
your AR System purchase.

Although it's pretty cool to be called "space men" - I always  
wanted to

be an astronaut. ;-)

-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:arsl...@arslist.org] On Behalf Of Wheeler, Dylan
Sent: Friday, January 23, 2009 1:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: My Entitled Products problem

hah yeah, unfortunately that's the way my whole week has been going.

I guess 7.0.01 was developed by space men and installed on my  
servers :)


That's pretty much what I did though, plus I pointed out that the  
matrix

also lists 7.5 as the current version. So if it's not available it
shouldn't be the current one.

So maybe I'll get a response back by Tuesday saying they received my
response and they'll look into it.

Dylan

Quoting Carey Matthew Black :


Dylan,

Wow I bet you wish that was some kind of "Friday humor" post

too...



It may help to point that (clueless) support person at the
compatibility matrix on BMC's site:

http://www.bmc.com/support/bmcremedycomp/index.htm

And specifically:

http://www.bmc.com/support/bmcremedycomp/AR_System_7_0_1_Compatibility
-Matrix_v1_05.htm


Sigh.

--
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 Fri, Jan 23, 2009 at 1:36 PM, Wheeler, Dylan
 wrote:

Looks like my last email didn't go through. Sorry if it eventually
does and this doubles.
Just wanted to say good luck, still no joy for me. Here is the last
response I got from BMC.
--
Version 7.5 (the highlighted row) is not available.  The latest
version available is 7.1.00.  This customer may have received a  
copy
of 7.5 somehow, but they could not have ever downloaded from EPD,  
and



will not be able to until it is available.  As for 7.0.01, I don't
see that there is or ever was a version 7.0.01.  7.1.00 is  
available,



but 7.0.00 is not available for shipment.
-

So I guess the 7.0.01 version I have running on my servers was
created by some mystical being and teleported on there.

Dylan


__

Re: Cisco Loadbalancing Keepalive Scripts

[Danny Kellett]

Hi,

Then you might want to try running one of the utilities called something
like arshowsvr and look for the output. You can specify the RPC port so you
can specify 390600 or 390620 etc. I haven't used it in a while but its still
available.



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of versicle
Sent: 24 January 2009 13:20
To: arslist@ARSLIST.ORG
Subject: Re: Cisco Loadbalancing Keepalive Scripts

Danny,

That's a good idea, but I've seen situations were the service was still up
but users could not log in. So this might be a good backup plan, but may not
work all the time.



Joe D'Souza wrote:
> 
> Netscaler is a bit different then I guess. I have seen that it shows red
> the
> moment the ARS goes down or if you shut down its service.. I usually use
> the
> Services console on the admin console of netscaler when I hear of a outage
> on any of our servers and it does show it if its down.
> 
> Joe
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org]on Behalf Of Danny Kellett
> Sent: Friday, January 23, 2009 2:30 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Cisco Loadbalancing Keepalive Scripts
> 
> 
> We had the same thing Joe. Telnet keeps the connection open for some
> reason
> even when the AR Server is not up. I believe we also have a cron script to
> monitor for the processes and if one of them is not running then it
> creates
> a file. The load balancer checks for the files existence and acts upon it.
> 
> Regards
> Danny
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of versicle
> Sent: 23 January 2009 18:55
> To: arslist@ARSLIST.ORG
> Subject: Re: Cisco Loadbalancing Keepalive Scripts
> 
> Joe,
> 
> That's how we have it configured now, but I'm not sure that is an accurate
> reflection of the status of the application. The port can be responding
> but
> the application can be down.
> 
> 
> versicle wrote:
>>
>> We are using a Cisco loadbalancer in front of our three application
>> servers and we are trying to configure it with a script to determine some
>> "ok" application response. We were considering writing an API script to
>> login and return some message. Has anyone done this or have any better
>> easier suggestions?
>>
>> We are running ARS 7.1 patch 5
>>
>> Mike
> No virus found in this outgoing message.
> Checked by AVG.
> Version: 7.5.552 / Virus Database: 270.10.12/1911 - Release Date:
> 1/23/2009
> 7:28 AM
> 
>

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> 
> 

-- 
View this message in context:
http://www.nabble.com/Cisco-Loadbalancing-Keepalive-Scripts-tp21612112p21640
577.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: best method to hide attributes in a cmdb class

[Sam Ferguson]

Hi Lyle, when you install CMDB you get the AST forms as your user
interface.  As you observed, they are missing some tabs, specifically
around financials.  If you installed AM then you would get this extra
functionality.
Sam

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Saturday, 24 January 2009 8:15 a.m.
To: ARSList
Subject: Re: best method to hide attributes in a cmdb class

We're not licensed for AM right now either, so I just did a test.  I was
able to create a new computer system and edit it using the AST:Computer
System form.  Several of the tabs were missing that you would normally
see, but perhaps that's because that's what you need the license form.
You may actually be able to use the AST forms to do what you need.  Take
a look and give it a try.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of patchsk
Sent: Friday, January 23, 2009 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: best method to hide attributes in a cmdb class

This is the solution I am looking for.
Yes the second option will be more appropriate in my scenario, because
we don't have AM license.
I will see if I can hide it on the base form itself or these changes
are related to only a particular subclass, then I will try to create
another interface and link it to the CMDB form via some push fields or
DSO.

Thanks.


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Jr. Remedy Developer Needed

[Abdullah Baytops]

Digital Foundation is looking for a Jr. Remedy Developer for a project located 
in the Washington, DC area.  Person ideally should would have a Secret 
clearance but a the ability to be cleared will be fine.

Looking for someone with experience in BMC Remedy 7.1 (Incident, Asset and 
Change Management) also experience with SQL Server 2005.

Please send resumes and Salary requirements to 
ab...@thedigitalcorp.com . The position 
requires on-site support and remote work periodically.

Thanks in advance





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Re: Jr. Remedy Developer Needed

[kiran kodali]

Hi Abdullah,

I am Kiran Kodali. I am interested in this position.  I have one question, I
am on my H1B, am i eligible for that Secret clearance?
Plz let me know. Thanks.


On 1/25/09, Abdullah Baytops  wrote:
>
> ** Digital Foundation is looking for a Jr. Remedy Developer for a project
> located in the Washington, DC area.  Person ideally should would have a
> Secret clearance but a the ability to be cleared will be fine.
>
> Looking for someone with experience in BMC Remedy 7.1 (Incident, Asset and
> Change Management) also experience with SQL Server 2005.
>
> Please send resumes and Salary requirements to ab...@thedigitalcorp.com .
> The position requires on-site support and remote work periodically.
>
> Thanks in advance
>
>
>
>
> __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___




-- 
Regards,
Kiran Kodali
Ph: 940-231-8524

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Re: Issues::Remedy in Load balanced environment

[Ankur Gulati]

Thank you David, Mark, Danny for your inputs. I have surely made some
advances in this design now. 




From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Danny Kellett
Sent: Friday, January 23, 2009 5:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issues::Remedy in Load balanced environment


You don't mention how the databases are. If they are in a
cluster / RAC etc then that's good too.
[Ankur] Earlier we were planning to have two Databases with
Active Passive setup and a data guard for synching both the dbs. We have
now dropped the Data guard and now checking the feasibility of going
with Cluster Solution.

 You don't mention about how you are getting your data from site
A to B. But remember a few things. There are server references within
the database so if you are doing any log shipping or db copy etc then
remember that these need to be changed. Also, you have 2 options on the
network side. You could allow your service desk / support users to have
2 servers configured in their User tool configuration and they know the
DR procedure includes ticking the DR site and unchecking the prod site.
End users in a DR situation (which is not that often in most cases, e.g.
bomb, act of god etc) would have to phone the service desk to raise
calls or the second option would be to get DNS to change the host names
to the DR IP addresses. Although this could take time to propagate
through the network etc and the same when you recover. In my experience,
the time is ok as in a DR situation e.g. building collapse, bomb, flood
etc, people are not rushing to raise change requests. How would those
incidents look (Summary: I can't connect as my office is no longer
there) J
[Ankur] Exactly. Totally agree with you. :)  

 Just remember that to bring all other servers in the server
group down except the one running the admin  thread, make your changes,
then bring the others up. As for coping to the DR site, that is not
effecting your service SLA and can be done over the next few hours via
log shipping/data guard etc.
[Ankur] Yeah will have to think of something on this as now we
have cancelled the idea of having Data guard.  

 4. Is there some recommendation for setting the stickiness
value in the load balancer. 

 If you have a load balancer in front of midtiers then set the
session infinity (sticky) bit but not on the load balancers in front of
the AR Servers.
[Ankur] This is something I am discussing with our IT guys, They
have planned for just one Load Balancer which will be used by midtiers
as well as for AR Servers. Users will use the LB to connect to midtier
and midtier will use the same LB to connect to AR Server.  

 5. Has someone used this kind of scenario with F5 Load balancer
and can share how things are configured? Remedy only has a documentation
with Cisco LB.

 I can request but I don't think we can share too much info at
this site. If I can I will forward to your email and not on the list.
[Ankur]  Appreciate your help Danny. 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ankur Gulati
Sent: 22 January 2009 14:35
To: arslist@ARSLIST.ORG
Subject: Issues::Remedy in Load balanced environment

 

** 

Hi Listers, 

 

I've been assigned a task of developing a load balanced
environment for our remedy infrastructure. It has become a headache now
since I am stuck with few things.

 

Here's bit of description of the architecture.

 

We have planned for having two sites A and B, A will be Primary
and B a Disaster Recovery Site.

On the top we have Users connecting through Citrix to any of the
ARS application servers through two F5 1600 Load Balancer. The Load
Balancers are in  active - passive mode with a switch above them to
shift the connection incase any of the LB goes down.

Then we have 4 ARS application server all in Active mode in
server group architecture. These servers have two Database to connect
to. Databases are in Active - Passive mode. Each of these DBs are
connected to their own SAN for storage. We will have a dataguard for
replication of the database.

 

DSO is not proposed in this architecture. We have a home grown
application.

ARS version 7.1.0 on Solaris 10

Oracle 10g on RHEL 5

Midtier 7.1.0 on Windows 2003 server

 

Questions that concern us are:

 

1. Will this architecture be feasible solution for failover and
high availability?

 

2. How will we find out incase any of the server goes down? Is
there any need for health check script to run on each of the ARS Server
box to see if the server is alive or not?

 

3. To h