Re: User Tool PrintScreen Button
I think you misunderstand, I require a button on the form to perform this 'PrintScreen' action. Is this possible? Regards, Keitho From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rocky Rockwell Sent: 24 April 2009 01:05 To: arslist@ARSLIST.ORG Subject: Re: User Tool PrintScreen Button there should be a print on the user tool, bring up a form and then click on file and you should see Print, Print Setup and Print preview Rocky Rocky Rockwell mgrockw...@verizon.net Ph#1: 325-884-1234 Ph#2: 325-884-1263 Mobile: 325-450-1297 http://www.linkedin.com/in/mgrockwell Keitho wrote: Hi, I'd like to add a 'printscreen' button to a form, from other posts - i found that the Run Process javascript: window.print() will work on the Mid-Tier but not on the User Tool. Is there a User Tool option? I did read about someone using an OLE but I've never created one, so not sure were to start. Any help would be great. AR 7.1 / Solaris / Oracle DB No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.0.238 / Virus Database: 270.12.1/2070 - Release Date: 04/20/09 17:56:00 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Disclaimer link. To see it, click the link below, or copy and paste it into your browser's address line. http://www.citco.com/emaildisclaimer.htm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are image001.gif
Re: Who is using SRM?
++ Please Read The Disclaimer At The Bottom Of This Email ++ I believe the new SRM version will be 7.5, i.e. in line with all other products. This might explain why references to 2.5 have disappeared. To answer the original question, we have been using SRM for over a year, mostly for IT to IT requests converted to work orders. Currently about 30 request types. Agree with the point about usability (or rather lack of it) for support staff, but hopefully this should improve with the new version. Regards Jiri Pospisil IT Services LCH.Clearnet -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of lee Sent: 23 April 2009 19:37 To: arslist@ARSLIST.ORG Subject: Re: Who is using SRM? We have been using SRM for 1 year almost. Started with 2.0... had issues with bugs. Moved to 2.1 and got it stable and working but couldn't apply patch 1. BMC swore up and down it was our fault. Had to spend the next 6-8 months rebuilding our whole dev site for BMC... and in the end it was BMC installer issue. We use it for incidents and work orders. We created custom forms to do things that SRM can't do.. like autoclose work orders if something is not needed. It is a good product but needs work. Installed SRM 2.2 in dev and found it broke a lot of our 2.1 set up. I'm looking for 2.5 info but it seems be removed from all places I thought I saw it. The midtier performance of the SRM isn't the best.. The usability for support staff is not the best (REQ# vs INC# vs WO#... and the fact that support staff can't open these from the process view is irritating) SRM 2.1 notifications are not polished. Some don't even work properly. But the whole idea of it is good and we believe it will be polished up real soon. I wish I could see info on SRM 2.5 though. On Apr 23, 11:22 am, PCR Remedy pcr...@gmail.com wrote: One customer go live 7 months ago. Each month they create 1,600 new requests, in a Catalog of 80 services. Peter. On Tue, Apr 21, 2009 at 10:36 AM, Pierson, Shawn shawn.pier...@sug.comwrote: ** Good morning, This should be a rather simple question. How many of you are using BMC's SRM module in production currently? If you are using it, what types of things do you use it for? We bought it and are looking at using it, but it is tedious so I want to make sure we don't invest a lot of time and money into it if it's not widely used enough for BMC to keep it around. Thanks, *Shawn Pierson * Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are * This email is intended for the named recipient(s) only. Its contents are confidential and may only be retained by the named recipient(s) and may only be copied or disclosed with the consent of LCH.Clearnet Limited. If you are not an intended recipient please delete this e-mail and notify postmas...@lchclearnet.com. The contents of this email are subject to contract in all cases, and LCH.Clearnet Limited makes no contractual commitment save where confirmed by hard copy. LCH.Clearnet Limited accepts no liability, including liability for negligence, in respect of any statement in this email. LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, 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 * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Oracle LOB getting very big
Misi, I think you're seeing the in row/out of row issue with storage of LOB's. By default version 7.x stores out of row. There is a switch so that new forms will store in row. There is also a conversion routine from BMC/Remedy but I've not been comfortable running it. If your 7.1 server is not in production, you could try setting the in row parameter. Deleting the form and importing the form definition again. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Fri Apr 24 07:05:27 2009 Subject: Oracle LOB getting very big Hi, I am moving data from a ARS 6.3.0 server to a 7.1.0 patch 6 server. Both are accessing an Oracle 10 database. In the target server, 3 LOBs are becomming very big. They are connected to large text fields (32000 chars) and a diary field. For example one of these text fields has no data in the column for any of the 44361 records. The resulting LOB is about 512 Mb in size... In the source 6.3 machine, the size is very small. Has anyone seen anything similar? The real problem is another form with 4 million records, where one LOB is 13 Gb in size... I am moving the data with RRR|Chive, which is exactly the same as using AR Import of an ARX-file. In other words by doing the API-calls ARGetEntry() and ARMergeEntry(). Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Oracle LOB getting very big
Thanks David, That did the trick! You had to specify this before the forms were created, but we are still in the testing environment, so this is ok. In this case I guess that the CLOB-data will be stored within the actual row instead of the external table? Is there a size limit where the CLOB-data is stored outside of the row? Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Misi, I think you're seeing the in row/out of row issue with storage of LOB's. By default version 7.x stores out of row. There is a switch so that new forms will store in row. There is also a conversion routine from BMC/Remedy but I've not been comfortable running it. If your 7.1 server is not in production, you could try setting the in row parameter. Deleting the form and importing the form definition again. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Fri Apr 24 07:05:27 2009 Subject: Oracle LOB getting very big Hi, I am moving data from a ARS 6.3.0 server to a 7.1.0 patch 6 server. Both are accessing an Oracle 10 database. In the target server, 3 LOBs are becomming very big. They are connected to large text fields (32000 chars) and a diary field. For example one of these text fields has no data in the column for any of the 44361 records. The resulting LOB is about 512 Mb in size... In the source 6.3 machine, the size is very small. Has anyone seen anything similar? The real problem is another form with 4 million records, where one LOB is 13 Gb in size... I am moving the data with RRR|Chive, which is exactly the same as using AR Import of an ARX-file. In other words by doing the API-calls ARGetEntry() and ARMergeEntry(). Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Oracle LOB getting very big
By default, 7.x is configured to always store LOB's out of row. Once the value is set all forms created after will store in row and out of row depending on the data size for that field within the record. Not all the data is stored in row. There is a limit where the switch is made to store out of row for that record. The issue was that data was always stored out of row even if there was space to store the data in row. We were on 7.0.1 for a year or so before we found out about this behavior. Under 7.0.1 the size of the instance was growing faster than under 6.3. We finally identified it was this issue with out of row storage of the data. BMC/Remedy sent me a procedure to switch our data. I haven't run it yet. At this point I think we will wait until we migrate to a new server. If I remember right Rick Cook did a lot of testing of in row and out of row back under 7.0.1. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Friday, April 24, 2009 8:04 AM To: arslist@ARSLIST.ORG Subject: Re: Oracle LOB getting very big Thanks David, That did the trick! You had to specify this before the forms were created, but we are still in the testing environment, so this is ok. In this case I guess that the CLOB-data will be stored within the actual row instead of the external table? Is there a size limit where the CLOB-data is stored outside of the row? Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Misi, I think you're seeing the in row/out of row issue with storage of LOB's. By default version 7.x stores out of row. There is a switch so that new forms will store in row. There is also a conversion routine from BMC/Remedy but I've not been comfortable running it. If your 7.1 server is not in production, you could try setting the in row parameter. Deleting the form and importing the form definition again. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Fri Apr 24 07:05:27 2009 Subject: Oracle LOB getting very big Hi, I am moving data from a ARS 6.3.0 server to a 7.1.0 patch 6 server. Both are accessing an Oracle 10 database. In the target server, 3 LOBs are becomming very big. They are connected to large text fields (32000 chars) and a diary field. For example one of these text fields has no data in the column for any of the 44361 records. The resulting LOB is about 512 Mb in size... In the source 6.3 machine, the size is very small. Has anyone seen anything similar? The real problem is another form with 4 million records, where one LOB is 13 Gb in size... I am moving the data with RRR|Chive, which is exactly the same as using AR Import of an ARX-file. In other words by doing the API-calls ARGetEntry() and ARMergeEntry(). Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Oracle LOB getting very big
Hi David, Can anyone explain how it can get som MUCH bigger. I estimate that the new system took up 3-4 times as much data in the database, 45+Gb instead of 15Gb. The size of the CLOB for the empty 32000-char-field was 12000 bytes per record, 500Mb for 44000 records... Note that the data was empty on all rows. Does the system allocate empty space for each record in advance??? Best Regards - Misi, RRR AB, http://rrr.se By default, 7.x is configured to always store LOB's out of row. Once the value is set all forms created after will store in row and out of row depending on the data size for that field within the record. Not all the data is stored in row. There is a limit where the switch is made to store out of row for that record. The issue was that data was always stored out of row even if there was space to store the data in row. We were on 7.0.1 for a year or so before we found out about this behavior. Under 7.0.1 the size of the instance was growing faster than under 6.3. We finally identified it was this issue with out of row storage of the data. BMC/Remedy sent me a procedure to switch our data. I haven't run it yet. At this point I think we will wait until we migrate to a new server. If I remember right Rick Cook did a lot of testing of in row and out of row back under 7.0.1. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Friday, April 24, 2009 8:04 AM To: arslist@ARSLIST.ORG Subject: Re: Oracle LOB getting very big Thanks David, That did the trick! You had to specify this before the forms were created, but we are still in the testing environment, so this is ok. In this case I guess that the CLOB-data will be stored within the actual row instead of the external table? Is there a size limit where the CLOB-data is stored outside of the row? Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Misi, I think you're seeing the in row/out of row issue with storage of LOB's. By default version 7.x stores out of row. There is a switch so that new forms will store in row. There is also a conversion routine from BMC/Remedy but I've not been comfortable running it. If your 7.1 server is not in production, you could try setting the in row parameter. Deleting the form and importing the form definition again. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Fri Apr 24 07:05:27 2009 Subject: Oracle LOB getting very big Hi, I am moving data from a ARS 6.3.0 server to a 7.1.0 patch 6 server. Both are accessing an Oracle 10 database. In the target server, 3 LOBs are becomming very big. They are connected to large text fields (32000 chars) and a diary field. For example one of these text fields has no data in the column for any of the 44361 records. The resulting LOB is about 512 Mb in size... In the source 6.3 machine, the size is very small. Has anyone seen anything similar? The real problem is another form with 4 million records, where one LOB is 13 Gb in size... I am moving the data with RRR|Chive, which is exactly the same as using AR Import of an ARX-file. In other words by doing the API-calls ARGetEntry() and ARMergeEntry(). Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean.
Re: Oracle LOB getting very big
Hi Misi, I'll try to regurgitate what was said to me from my Oracle DBA regarding this exact situation. (Disclaimer: I'm not a real Oracle DBA...I just play one on TV.) Also, it was shared with me about two years ago, so there's a layer of dust on this memory. 1. In Row/Out of Row: By selecting In Row, the data is stored with the record in the T table, up to 4k (I think this is configurable in Oracle.) If the data is 4k + 1 byte, it gets shoved over to the LOB tablespace (No data is stored in the T table with the row, hence in row.) Also, the data stored In Row is stored as a VARCHAR2, so it only uses as much space as it needs instead of allocating a huge block of space. 2. Sizes: (Configurable in Oracle) New LOB entries in the LOB tablespace will allocate space in blocks. Our instances are configured to store data in 8k blocks. So, if data is stored is 4k + 1 byte, it will have an 8k block of space in the LOB. 8k + 1 byte allocates 16k of space in the LOB tablespace, and so on. It sounds like your Oracle instance is configured to use larger (12k) blocks, perhaps? I'm not sure about the empty row allocation. I don't have that kind of visibility into the LOB tablespace. (My Oracle DBA's get jealous when we play in their sandbox.) J.T. Davies New Edge Networks, Inc. An EarthLink Company -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Friday, April 24, 2009 6:02 AM To: arslist@ARSLIST.ORG Subject: Re: Oracle LOB getting very big Hi David, Can anyone explain how it can get som MUCH bigger. I estimate that the new system took up 3-4 times as much data in the database, 45+Gb instead of 15Gb. The size of the CLOB for the empty 32000-char-field was 12000 bytes per record, 500Mb for 44000 records... Note that the data was empty on all rows. Does the system allocate empty space for each record in advance??? Best Regards - Misi, RRR AB, http://rrr.se By default, 7.x is configured to always store LOB's out of row. Once the value is set all forms created after will store in row and out of row depending on the data size for that field within the record. Not all the data is stored in row. There is a limit where the switch is made to store out of row for that record. The issue was that data was always stored out of row even if there was space to store the data in row. We were on 7.0.1 for a year or so before we found out about this behavior. Under 7.0.1 the size of the instance was growing faster than under 6.3. We finally identified it was this issue with out of row storage of the data. BMC/Remedy sent me a procedure to switch our data. I haven't run it yet. At this point I think we will wait until we migrate to a new server. If I remember right Rick Cook did a lot of testing of in row and out of row back under 7.0.1. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Friday, April 24, 2009 8:04 AM To: arslist@ARSLIST.ORG Subject: Re: Oracle LOB getting very big Thanks David, That did the trick! You had to specify this before the forms were created, but we are still in the testing environment, so this is ok. In this case I guess that the CLOB-data will be stored within the actual row instead of the external table? Is there a size limit where the CLOB-data is stored outside of the row? Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Misi, I think you're seeing the in row/out of row issue with storage of LOB's. By default version 7.x stores out of row. There is a switch so that new forms will store in row. There is also a conversion routine from BMC/Remedy but I've not been comfortable running it. If your 7.1 server is not in production, you could try setting the in row parameter. Deleting the form and importing the form definition again. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Fri Apr 24 07:05:27 2009 Subject: Oracle LOB getting very big Hi, I am moving data from a ARS 6.3.0 server to a 7.1.0 patch 6 server. Both are accessing an Oracle 10 database. In the target server, 3 LOBs are becomming very big. They are connected to large text fields (32000 chars) and a diary field. For example one of these text fields has no data in the column for any of the 44361 records. The resulting LOB is about
Re: Oracle LOB getting very big
I wrote an article on the subject some time back. http://arswiki.org/wiki/Oracle_Performance_Tuning#LOB_Storage Axton On Fri, Apr 24, 2009 at 6:05 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, I am moving data from a ARS 6.3.0 server to a 7.1.0 patch 6 server. Both are accessing an Oracle 10 database. In the target server, 3 LOBs are becomming very big. They are connected to large text fields (32000 chars) and a diary field. For example one of these text fields has no data in the column for any of the 44361 records. The resulting LOB is about 512 Mb in size... In the source 6.3 machine, the size is very small. Has anyone seen anything similar? The real problem is another form with 4 million records, where one LOB is 13 Gb in size... I am moving the data with RRR|Chive, which is exactly the same as using AR Import of an ARX-file. In other words by doing the API-calls ARGetEntry() and ARMergeEntry(). Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Oracle LOB getting very big
This is an analysis of 10k records where there is 1 byte in the lob column, one stored in row and one stored out of row: TABLE_NAME SEGMENT_TYPE SEGMENT_NAMEBYTES -- - -- -- TEST_LOB_INROW LOBINDEX SYS_IL076358C2$$65536 TEST_LOB_INROW LOBSEGMENTSYS_LOB076358C2$$ 65536 TEST_LOB_INROW TABLE TEST_LOB_INROW 589824 TEST_LOB_NOTINROW LOBINDEX SYS_IL076364C2$$ 655360 TEST_LOB_NOTINROW LOBSEGMENTSYS_LOB076364C2$$83886080 TEST_LOB_NOTINROW TABLE TEST_LOB_NOTINROW 393216 Check out the size difference between the lob in row and lob out of row-83mb vs 589kb. The rest of the article covers the specifics: http://arswiki.org/wiki/Oracle_Performance_Tuning#LOB_Storage Axton On Fri, Apr 24, 2009 at 8:01 AM, Misi Mladoniczky m...@rrr.se wrote: Hi David, Can anyone explain how it can get som MUCH bigger. I estimate that the new system took up 3-4 times as much data in the database, 45+Gb instead of 15Gb. The size of the CLOB for the empty 32000-char-field was 12000 bytes per record, 500Mb for 44000 records... Note that the data was empty on all rows. Does the system allocate empty space for each record in advance??? Best Regards - Misi, RRR AB, http://rrr.se By default, 7.x is configured to always store LOB's out of row. Once the value is set all forms created after will store in row and out of row depending on the data size for that field within the record. Not all the data is stored in row. There is a limit where the switch is made to store out of row for that record. The issue was that data was always stored out of row even if there was space to store the data in row. We were on 7.0.1 for a year or so before we found out about this behavior. Under 7.0.1 the size of the instance was growing faster than under 6.3. We finally identified it was this issue with out of row storage of the data. BMC/Remedy sent me a procedure to switch our data. I haven't run it yet. At this point I think we will wait until we migrate to a new server. If I remember right Rick Cook did a lot of testing of in row and out of row back under 7.0.1. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Friday, April 24, 2009 8:04 AM To: arslist@ARSLIST.ORG Subject: Re: Oracle LOB getting very big Thanks David, That did the trick! You had to specify this before the forms were created, but we are still in the testing environment, so this is ok. In this case I guess that the CLOB-data will be stored within the actual row instead of the external table? Is there a size limit where the CLOB-data is stored outside of the row? Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se . Misi, I think you're seeing the in row/out of row issue with storage of LOB's. By default version 7.x stores out of row. There is a switch so that new forms will store in row. There is also a conversion routine from BMC/Remedy but I've not been comfortable running it. If your 7.1 server is not in production, you could try setting the in row parameter. Deleting the form and importing the form definition again. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Fri Apr 24 07:05:27 2009 Subject: Oracle LOB getting very big Hi, I am moving data from a ARS 6.3.0 server to a 7.1.0 patch 6 server. Both are accessing an Oracle 10 database. In the target server, 3 LOBs are becomming very big. They are connected to large text fields (32000 chars) and a diary field. For example one of these text fields has no data in the column for any of the 44361 records. The resulting LOB is about 512 Mb in size... In the source 6.3 machine, the size is very small. Has anyone seen anything similar? The real problem is another form with 4 million records, where one LOB is 13 Gb in size... I am moving the data with RRR|Chive, which is exactly the same as using AR Import of an ARX-file. In other words by doing the API-calls ARGetEntry() and ARMergeEntry(). Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy
Re: Oracle LOB getting very big
This may give you some answers: http://arswiki.org/wiki/Oracle_Performance_Tuning#LOB_Storage Regards, Jarl 2009/4/24 Misi Mladoniczky m...@rrr.se: Hi David, Can anyone explain how it can get som MUCH bigger. I estimate that the new system took up 3-4 times as much data in the database, 45+Gb instead of 15Gb. The size of the CLOB for the empty 32000-char-field was 12000 bytes per record, 500Mb for 44000 records... Note that the data was empty on all rows. Does the system allocate empty space for each record in advance??? Best Regards - Misi, RRR AB, http://rrr.se By default, 7.x is configured to always store LOB's out of row. Once the value is set all forms created after will store in row and out of row depending on the data size for that field within the record. Not all the data is stored in row. There is a limit where the switch is made to store out of row for that record. The issue was that data was always stored out of row even if there was space to store the data in row. We were on 7.0.1 for a year or so before we found out about this behavior. Under 7.0.1 the size of the instance was growing faster than under 6.3. We finally identified it was this issue with out of row storage of the data. BMC/Remedy sent me a procedure to switch our data. I haven't run it yet. At this point I think we will wait until we migrate to a new server. If I remember right Rick Cook did a lot of testing of in row and out of row back under 7.0.1. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Friday, April 24, 2009 8:04 AM To: arslist@ARSLIST.ORG Subject: Re: Oracle LOB getting very big Thanks David, That did the trick! You had to specify this before the forms were created, but we are still in the testing environment, so this is ok. In this case I guess that the CLOB-data will be stored within the actual row instead of the external table? Is there a size limit where the CLOB-data is stored outside of the row? Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Misi, I think you're seeing the in row/out of row issue with storage of LOB's. By default version 7.x stores out of row. There is a switch so that new forms will store in row. There is also a conversion routine from BMC/Remedy but I've not been comfortable running it. If your 7.1 server is not in production, you could try setting the in row parameter. Deleting the form and importing the form definition again. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Fri Apr 24 07:05:27 2009 Subject: Oracle LOB getting very big Hi, I am moving data from a ARS 6.3.0 server to a 7.1.0 patch 6 server. Both are accessing an Oracle 10 database. In the target server, 3 LOBs are becomming very big. They are connected to large text fields (32000 chars) and a diary field. For example one of these text fields has no data in the column for any of the 44361 records. The resulting LOB is about 512 Mb in size... In the source 6.3 machine, the size is very small. Has anyone seen anything similar? The real problem is another form with 4 million records, where one LOB is 13 Gb in size... I am moving the data with RRR|Chive, which is exactly the same as using AR Import of an ARX-file. In other words by doing the API-calls ARGetEntry() and ARMergeEntry(). Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum
Re: Oracle LOB getting very big
Misi, I see Axton replied. He had some good info on this. Here is a sql command that BMC/Remedy support gave me to show lob space allocation select substr(s.segment_name,1,30) Lobsegment, l.table_name, substr(l.column_name,1,12) Column_name, sum(s.bytes/1024/1024) Mbytes from user_segments s, user_lobs l where l.segment_name = s.segment_name having sum(s.bytes/1024/1024) 100 group by s.segment_name, l.table_name, l.column_name order by sum(s.bytes/1024/1024); Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Friday, April 24, 2009 9:02 AM To: arslist@ARSLIST.ORG Subject: Re: Oracle LOB getting very big Hi David, Can anyone explain how it can get som MUCH bigger. I estimate that the new system took up 3-4 times as much data in the database, 45+Gb instead of 15Gb. The size of the CLOB for the empty 32000-char-field was 12000 bytes per record, 500Mb for 44000 records... Note that the data was empty on all rows. Does the system allocate empty space for each record in advance??? Best Regards - Misi, RRR AB, http://rrr.se By default, 7.x is configured to always store LOB's out of row. Once the value is set all forms created after will store in row and out of row depending on the data size for that field within the record. Not all the data is stored in row. There is a limit where the switch is made to store out of row for that record. The issue was that data was always stored out of row even if there was space to store the data in row. We were on 7.0.1 for a year or so before we found out about this behavior. Under 7.0.1 the size of the instance was growing faster than under 6.3. We finally identified it was this issue with out of row storage of the data. BMC/Remedy sent me a procedure to switch our data. I haven't run it yet. At this point I think we will wait until we migrate to a new server. If I remember right Rick Cook did a lot of testing of in row and out of row back under 7.0.1. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Friday, April 24, 2009 8:04 AM To: arslist@ARSLIST.ORG Subject: Re: Oracle LOB getting very big Thanks David, That did the trick! You had to specify this before the forms were created, but we are still in the testing environment, so this is ok. In this case I guess that the CLOB-data will be stored within the actual row instead of the external table? Is there a size limit where the CLOB-data is stored outside of the row? Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Misi, I think you're seeing the in row/out of row issue with storage of LOB's. By default version 7.x stores out of row. There is a switch so that new forms will store in row. There is also a conversion routine from BMC/Remedy but I've not been comfortable running it. If your 7.1 server is not in production, you could try setting the in row parameter. Deleting the form and importing the form definition again. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Fri Apr 24 07:05:27 2009 Subject: Oracle LOB getting very big Hi, I am moving data from a ARS 6.3.0 server to a 7.1.0 patch 6 server. Both are accessing an Oracle 10 database. In the target server, 3 LOBs are becomming very big. They are connected to large text fields (32000 chars) and a diary field. For example one of these text fields has no data in the column for any of the 44361 records. The resulting LOB is about 512 Mb in size... In the source 6.3 machine, the size is very small. Has anyone seen anything similar? The real problem is another form with 4 million records, where one LOB is 13 Gb in size... I am moving the data with RRR|Chive, which is exactly the same as using AR Import of an ARX-file. In other words by doing the API-calls ARGetEntry() and ARMergeEntry(). Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. ___ UNSUBSCRIBE or access
Exchange 2007 issues
Hello, I am new to submitting questions to the group, so I hope I am asking this correctly. We recently upgraded to Exchange 2007 - we are running AR Server V6.00.01 patch 1539. Since the upgrade incoming emails are just disappearing out of the ArAdmin inbox and never creating HD cases or Change Requests. We moved the mailbox back to 2003 and still have some issues - does anyone have any advice or suggestions on how to correct this? Upgrading to V7 is not an option... Any help would be greatly appreciated - thank you. Cindy Basile Systems Support Lead Financial Partners, Inc. 509-340-5480 CONFIDENTIALITY NOTICE: This e-mail transmission may contain confidential information. This information is solely for the use of the individual(s) or entity to whom or which it was intended. If not an intended recipient, any review, copying, printing, disclosure, distribution or any other use is strictly prohibited. If you have received this email in error, please immediately notify the sender by reply e-mail. Please delete this e-mail from your files if you are not the intended recipient. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start
Interesting. I don't see anything related to preload as Lyle mentioned.
Does anyone know where that configuration is stored? DB?
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
N56 W17000 Ridgewood Drive
Menomonee Falls, WI 53051
262.703.7763 (phone)
tony.worthing...@kohls.com
www.kohls.com
From:
Manish SINGLA manish.sin...@st.com
To:
arslist@ARSLIST.ORG
Date:
04/24/2009 12:22 AM
Subject:
Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
**
Hello Tony,
Please find following ar.conf
Regards
Manish
euxa91{rem_live}# cat ar.conf
Currency-Ratio-Client-Refresh-Interval: 60
Email-Import-Form-By-Default: T
Plugin-Path: /remedy/software/ARSystem/objectstore/bin
Plugin: /remedy/software/ARSystem/objectstore/bin/libossync.sl
RE-Log-File-Location: /remedy/software/ARSystem/reconcile/Logs
Plugin-Path: /remedy/software/ARSystem/sla/bin
Plugin: /remedy/software/ARSystem/sla/bin/libomfobjiefilapi.sl
Plugin-Path: /remedy/software/ARSystem/sla/bin
Plugin: /remedy/software/ARSystem/sla/bin/libarfslasetup.sl
Plugin-Path: /remedy/software/ARSystem/sla/bin
Plugin: /remedy/software/ARSystem/sla/bin/libomfobjiefilapi.sl
Plugin-Path: /remedy/software/ARSystem/sla/bin
Plugin: /remedy/software/ARSystem/sla/bin/libarfslasetup.sl
Submitter-Mode: 1
Allow-Guest-Users: F
Use-Password-File: F
Default-Web-Path: http://euxa91.sgp.st.com:8080/arsys
ARDBC-LDAP-Cert-DB:
ARDBC-LDAP-Cert-Name:
ARDBC-LDAP-User-DN:
uid=remedy_sync,ou=admin_account,ou=services,dc=st,dc=com
ARDBC-LDAP-Hostname: ldap-read.sgp.st.com
ARDBC-LDAP-Key-DB:
ARDBC-LDAP-Key-Password:
ARDBC-LDAP-Port: 389
ARDBC-LDAP-UsingSSL: F
AREA-LDAP-Bind-User:
uid=remedy_sync,ou=admin_account,ou=services,dc=st,dc=com
AREA-LDAP-Port: 389
AREA-LDAP-Hostname: ldap-read.sgp.st.com
AREA-LDAP-Use-Groups: 0
AREA-LDAP-User-Base: dc=st,dc=com
AREA-LDAP-User-Filter: uid=$\USER$
AREA-LDAP-UseSSL: F
ARDBC-LDAP-Password:
FVF9p060fxoyV1gIaCpbvMD6FdxpUSCaUot2W8ohKowwqH/fOCuqlWiaJCZf67V0zvKTYa0tSot45LbPJLklgJK2urkoJNEqKwrl96HhaA6y8H/7bt1Wvg==
AREA-LDAP-Bind-Password:
cXnDTOFAqC5sd3tLkRQkiCQALYOGUiF2hVJrQT3SYTRWcFly+lSllXr3sR7kUt839+/wCZfFuvoJA+dGCsP6NKnr4upQ2P4tY3X+F4FO7TFlZN3je7rUsg==
Db-Max-Attach-Size: 1000
Server-Plugin-Default-Timeout: 300
Crossref-Blank-Password: T
Per-Thread-Logging: F
Record-Server-Events: 12;
DSO-Timeout-Normal: 3600
Set-Process-Timeout: 60
Save-Login: 2
Internal-User-Instance-Timeout: 7200
License-Timeout: 1
Distrib-Log-File: /remedy/software/ARSystem/db/report2211.log
Filter-Max-Total: 1
Application-Enable: T
Oracle-Cursor-Sharing: SIMILAR
Cache-Mode: 1
Server-Name: euxa91
Server-directory: /remedy/software/ARSystem/db
Register-With-Portmapper: T
Multiple-ARSystem-Servers: T
Db-name: ARSystem
Db-user: ARAdmin
Alternate-Approval-Reg: T
Dbhome-directory: /ora_hdlive/software
Oracle-Two-Task: hdlive
Db-Character-Set: UTF-8
Plugin: /remedy/software/ARSystem/bin/reportplugin.sl
Plugin: /remedy/software/ARSystem/bin/ardbcldap.sl
Plugin: /remedy/software/ARSystem/bin/arealdap.sl
Plugin: /remedy/software/ARSystem/bin/ardbcconf.sl
External-Authentication-RPC-Socket: 390695
Plugin: /remedy/software/ARSystem/bin/libwebservice.sl
ARF-Java-Class-Path:
/remedy/software/ARSystem/bin/arapi63.jar:/remedy/software/ARSystem/bin/axis.jar:/remedy/software/ARSystem/bin/log4j-1.2.8.jar:/remedy/software/ARSystem/bin/websvc63.jar:/remedy/software/ARSystem/bin/wsdl4j.jar:/remedy/software/ARSystem/bin/xercesImpl.jar:/remedy/software/ARSystem/bin/xmlParserAPIs.jar:/remedy/software/ARSystem/bin/commons-logging.jar:/remedy/software/ARSystem/bin/commons-discovery.jar:/remedy/software/ARSystem/bin/jaxrpc.jar:/remedy/software/ARSystem/bin/saaj.jar
Allow-Unqual-Queries: F
Debug-GroupId: 483
Delay-Recache-Time: 5
Private-RPC-Socket: 390620 2 10
Private-RPC-Socket: 390621 2 10
Private-RPC-Socket: 390622 2 2
Private-RPC-Socket: 390635 2 15
Server-Stats-Rec-Interval: 7200
Escalation-Log-File: /remedy/software/ARSystem/db/aresc1.log
Filter-Log-File: /remedy/software/ARSystem/db/arfilter19.log
SQL-Log-File: /remedy/software/ARSystem/db/arsql_001.log
API-Log-File: /remedy/software/ARSystem/db/arapi_001.log
Debug-mode: 0
Server-Stats-Rec-Mode: 0
Disable-Escalations: T
Admin-Only-Mode: F
Homepage-Form: Home Page
euxa91{rem_live}#
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Tony Worthington
Sent: Thursday, April 23, 2009 11:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start
Can you share the ar.conf/cfg lines relevant to the preload?
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
N56 W17000 Ridgewood Drive
Menomonee Falls, WI 53051
262.703.7763 (phone)
tony.worthing...@kohls.com
www.kohls.com
From:
Lyle Taylor tayl...@ldschurch.org
To:
arslist@ARSLIST.ORG
Date:
04/23/2009 11:07 AM
Subject:
Re: CRITICAL:URGENT: ARSystem is
Re: Mid-tier links in EMail notifications
This is accomplished through setting the Server Information in the Administrator client 1. Default web path: http://remedywebvip/arsys - A vip that ties our web servers together 2. Server alias: remedyappvip - We're in a hardware load balanced environment (vip), server group of 2 Note: In order for this to not break the server grouping, it is necessary to place a line in the ar.cfg for Server-Connect-Name - remedyappserver.domain.com. Must also delete the multilicense files on the servers thus modified prior to restarting them. This change will not take effect until the arservice is restarted. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Wednesday, April 22, 2009 9:23 AM To: arslist@ARSLIST.ORG Subject: Re: Mid-tier links in EMail notifications ** ** The best I have been able to come up with is a filter that fires on submit to the messages form that looks for a specific string in the body and replaces it with what I want... From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Drake,Dave Sent: Tuesday, April 21, 2009 4:46 PM To: arslist@ARSLIST.ORG Subject: Mid-tier links in EMail notifications ** Hi We changed some mid-tier settings today so that both of my mid-tier servers (they're in a group) point to a vip instead of to individual web servers. In so doing, I deleted the individually listed servers out of the server list. Everything looks good except for email notifications which still have the individual server in the URL. For the life of me, can't remember where that's configured, any pointers? Thanks! ARS 7.0.1 p007 (mid-tier same level), SQL2K5, Win2K3 servers Dave Drake - Remedy Administrator - Cerner Corporation - CernerWorks - 816-201-1823 - dave.dr...@cerner.com - www.cerner.com http://www.cerner.com CONFIDENTIALITY NOTICE This message and any included attachments are from Cerner Corporation and are intended only for the addressee. The information contained in this message is confidential and may constitute inside or non-public information under international, federal, or state securities laws. Unauthorized forwarding, printing, copying, distribution, or use of such information is strictly prohibited and may be unlawful. If you are not the addressee, please promptly delete this message and notify the sender of the delivery error by e-mail or you may call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1) (816)221-1024. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Exchange 2007 issues
In our troubleshooting we monitored the inbox, and we would see them hit the inbox and then get sucked out - but they never show up in the AR System Email Messages form as an incoming email. I will turn on filter logging and see if I see anything. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Friday, April 24, 2009 7:10 AM To: arslist@ARSLIST.ORG Subject: Re: Exchange 2007 issues ** Cindy, When you say disappear, I'm assuming you are tracking the message to make sure it has actually reached the ArAdmin mailbox. If not, I would confirm that with the Exchange Message Tracker (may need Exchange admin support for this). After that is confirmed, you can run AR filter logging to see if there is any activity after the polling interval. Also, if you have ITSM, you can check to see if any records are in the HPD interface Create form. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Basile, Cindy Sent: Friday, April 24, 2009 9:54 AM To: arslist@ARSLIST.ORG Subject: Exchange 2007 issues ** Hello, I am new to submitting questions to the group, so I hope I am asking this correctly. We recently upgraded to Exchange 2007 - we are running AR Server V6.00.01 patch 1539. Since the upgrade incoming emails are just disappearing out of the ArAdmin inbox and never creating HD cases or Change Requests. We moved the mailbox back to 2003 and still have some issues - does anyone have any advice or suggestions on how to correct this? Upgrading to V7 is not an option... Any help would be greatly appreciated - thank you. Cindy Basile Systems Support Lead Financial Partners, Inc. 509-340-5480 CONFIDENTIALITY NOTICE: This e-mail transmission may contain confidential information. This information is solely for the use of the individual(s) or entity to whom or which it was intended. If not an intended recipient, any review, copying, printing, disclosure, distribution or any other use is strictly prohibited. If you have received this email in error, please immediately notify the sender by reply e-mail. Please delete this e-mail from your files if you are not the intended recipient. Thank you. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ CONFIDENTIALITY NOTICE: This e-mail transmission may contain confidential information. This information is solely for the use of the individual(s) or entity to whom or which it was intended. If not an intended recipient, any review, copying, printing, disclosure, distribution or any other use is strictly prohibited. If you have received this email in error, please immediately notify the sender by reply e-mail. Please delete this e-mail from your files if you are not the intended recipient. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Exchange 2007 issues
Hi, I had a similar issue on a new Exchange 2003 server last year, The root cause turned out to be: Exchange Intelligent Message Filter This was disabled and the issue was resolved. Regards, Keitho From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Basile, Cindy Sent: 24 April 2009 15:25 To: arslist@ARSLIST.ORG Subject: Re: Exchange 2007 issues In our troubleshooting we monitored the inbox, and we would see them hit the inbox and then get sucked out - but they never show up in the AR System Email Messages form as an incoming email. I will turn on filter logging and see if I see anything. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Friday, April 24, 2009 7:10 AM To: arslist@ARSLIST.ORG Subject: Re: Exchange 2007 issues ** Cindy, When you say disappear, I'm assuming you are tracking the message to make sure it has actually reached the ArAdmin mailbox. If not, I would confirm that with the Exchange Message Tracker (may need Exchange admin support for this). After that is confirmed, you can run AR filter logging to see if there is any activity after the polling interval. Also, if you have ITSM, you can check to see if any records are in the HPD interface Create form. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Basile, Cindy Sent: Friday, April 24, 2009 9:54 AM To: arslist@ARSLIST.ORG Subject: Exchange 2007 issues ** Hello, I am new to submitting questions to the group, so I hope I am asking this correctly. We recently upgraded to Exchange 2007 - we are running AR Server V6.00.01 patch 1539. Since the upgrade incoming emails are just disappearing out of the ArAdmin inbox and never creating HD cases or Change Requests. We moved the mailbox back to 2003 and still have some issues - does anyone have any advice or suggestions on how to correct this? Upgrading to V7 is not an option... Any help would be greatly appreciated - thank you. Cindy Basile Systems Support Lead Financial Partners, Inc. 509-340-5480 CONFIDENTIALITY NOTICE: This e-mail transmission may contain confidential information. This information is solely for the use of the individual(s) or entity to whom or which it was intended. If not an intended recipient, any review, copying, printing, disclosure, distribution or any other use is strictly prohibited. If you have received this email in error, please immediately notify the sender by reply e-mail. Please delete this e-mail from your files if you are not the intended recipient. Thank you. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ CONFIDENTIALITY NOTICE: This e-mail transmission may contain confidential information. This information is solely for the use of the individual(s) or entity to whom or which it was intended. If not an intended recipient, any review, copying, printing, disclosure, distribution or any other use is strictly prohibited. If you have received this email in error, please immediately notify the sender by reply e-mail. Please delete this e-mail from your files if you are not the intended recipient. Thank you. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Disclaimer link. To see it, click the link below, or copy and paste it into your browser's address line. http://www.citco.com/emaildisclaimer.htm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Oracle LOB getting very big
Just for everyone's records, there's also a white paper on the subject: 17-Mar-2008 Using Oracle CLOBs with BMC Remedy Action Request System http://documents.bmc.com/supportu/documents/96/63/89663/89663.pdf -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On Behalf Of Shellman, David [dave.shell...@tycoelectronics.com] Sent: Friday, April 24, 2009 6:39 AM To: arslist@ARSLIST.ORG Subject: Re: Oracle LOB getting very big Misi, I see Axton replied. He had some good info on this. Here is a sql command that BMC/Remedy support gave me to show lob space allocation select substr(s.segment_name,1,30) Lobsegment, l.table_name, substr(l.column_name,1,12) Column_name, sum(s.bytes/1024/1024) Mbytes from user_segments s, user_lobs l where l.segment_name = s.segment_name having sum(s.bytes/1024/1024) 100 group by s.segment_name, l.table_name, l.column_name order by sum(s.bytes/1024/1024); Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Friday, April 24, 2009 9:02 AM To: arslist@ARSLIST.ORG Subject: Re: Oracle LOB getting very big Hi David, Can anyone explain how it can get som MUCH bigger. I estimate that the new system took up 3-4 times as much data in the database, 45+Gb instead of 15Gb. The size of the CLOB for the empty 32000-char-field was 12000 bytes per record, 500Mb for 44000 records... Note that the data was empty on all rows. Does the system allocate empty space for each record in advance??? Best Regards - Misi, RRR AB, http://rrr.se By default, 7.x is configured to always store LOB's out of row. Once the value is set all forms created after will store in row and out of row depending on the data size for that field within the record. Not all the data is stored in row. There is a limit where the switch is made to store out of row for that record. The issue was that data was always stored out of row even if there was space to store the data in row. We were on 7.0.1 for a year or so before we found out about this behavior. Under 7.0.1 the size of the instance was growing faster than under 6.3. We finally identified it was this issue with out of row storage of the data. BMC/Remedy sent me a procedure to switch our data. I haven't run it yet. At this point I think we will wait until we migrate to a new server. If I remember right Rick Cook did a lot of testing of in row and out of row back under 7.0.1. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Friday, April 24, 2009 8:04 AM To: arslist@ARSLIST.ORG Subject: Re: Oracle LOB getting very big Thanks David, That did the trick! You had to specify this before the forms were created, but we are still in the testing environment, so this is ok. In this case I guess that the CLOB-data will be stored within the actual row instead of the external table? Is there a size limit where the CLOB-data is stored outside of the row? Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Misi, I think you're seeing the in row/out of row issue with storage of LOB's. By default version 7.x stores out of row. There is a switch so that new forms will store in row. There is also a conversion routine from BMC/Remedy but I've not been comfortable running it. If your 7.1 server is not in production, you could try setting the in row parameter. Deleting the form and importing the form definition again. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Fri Apr 24 07:05:27 2009 Subject: Oracle LOB getting very big Hi, I am moving data from a ARS 6.3.0 server to a 7.1.0 patch 6 server. Both are accessing an Oracle 10 database. In the target server, 3 LOBs are becomming very big. They are connected to large text fields (32000 chars) and a diary field. For example one of these text fields has no data in the column for any of the 44361
Re: Exchange 2007 issues
Actually I reviewed some old emails on this issue and it only affected emails lager than 3meg, so this may not be your issue. Regards, Keitho From: O'Brien, Keith KOB. (Citco) Sent: 24 April 2009 15:36 To: 'arslist@ARSLIST.ORG' Subject: RE: Exchange 2007 issues Hi, I had a similar issue on a new Exchange 2003 server last year, The root cause turned out to be: Exchange Intelligent Message Filter This was disabled and the issue was resolved. Regards, Keitho From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Basile, Cindy Sent: 24 April 2009 15:25 To: arslist@ARSLIST.ORG Subject: Re: Exchange 2007 issues In our troubleshooting we monitored the inbox, and we would see them hit the inbox and then get sucked out - but they never show up in the AR System Email Messages form as an incoming email. I will turn on filter logging and see if I see anything. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Friday, April 24, 2009 7:10 AM To: arslist@ARSLIST.ORG Subject: Re: Exchange 2007 issues ** Cindy, When you say disappear, I'm assuming you are tracking the message to make sure it has actually reached the ArAdmin mailbox. If not, I would confirm that with the Exchange Message Tracker (may need Exchange admin support for this). After that is confirmed, you can run AR filter logging to see if there is any activity after the polling interval. Also, if you have ITSM, you can check to see if any records are in the HPD interface Create form. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Basile, Cindy Sent: Friday, April 24, 2009 9:54 AM To: arslist@ARSLIST.ORG Subject: Exchange 2007 issues ** Hello, I am new to submitting questions to the group, so I hope I am asking this correctly. We recently upgraded to Exchange 2007 - we are running AR Server V6.00.01 patch 1539. Since the upgrade incoming emails are just disappearing out of the ArAdmin inbox and never creating HD cases or Change Requests. We moved the mailbox back to 2003 and still have some issues - does anyone have any advice or suggestions on how to correct this? Upgrading to V7 is not an option... Any help would be greatly appreciated - thank you. Cindy Basile Systems Support Lead Financial Partners, Inc. 509-340-5480 CONFIDENTIALITY NOTICE: This e-mail transmission may contain confidential information. This information is solely for the use of the individual(s) or entity to whom or which it was intended. If not an intended recipient, any review, copying, printing, disclosure, distribution or any other use is strictly prohibited. If you have received this email in error, please immediately notify the sender by reply e-mail. Please delete this e-mail from your files if you are not the intended recipient. Thank you. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ CONFIDENTIALITY NOTICE: This e-mail transmission may contain confidential information. This information is solely for the use of the individual(s) or entity to whom or which it was intended. If not an intended recipient, any review, copying, printing, disclosure, distribution or any other use is strictly prohibited. If you have received this email in error, please immediately notify the sender by reply e-mail. Please delete this e-mail from your files if you are not the intended recipient. Thank you. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Disclaimer link. To see it, click the link below, or copy and paste it into your browser's address line. http://www.citco.com/emaildisclaimer.htm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum
Problem In SLA Deployment
Hello All , Kindly help me with the following issue Issue Summary: Problem In SLA Deployment ( SLA in not properly getting built when you deploy it). So as mail should go to the desired Group when SLA is met.. is not going. Issue Details: When we are Deploying SLA, the filter need to be created as per the milestones is not getting built and so as it is not sending the mail to the desired mail group. Also SLA built messages is not giving any error, its blank. Kindly let me know what could be for the issue and what need to be done in order to get out of this error. Server Version : 6.3 SLA Version 6.0 with No patch. Opreting System - AIX Database - DB2 = Thanks and Regards Abhijeet Raut, = ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Problem In SLA Deployment
Abhijeet, There were several patches for SLA 6, which addressed a number of issues. Patch 1537 (readme attached) is a cumulative patch which also addresses bug fixes for patch 1456 and 1498. The problem you are seeing may be related to one or more of these bugs. HTH Leonard Neely From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Abhijeet N Raut Sent: Friday, April 24, 2009 8:55 AM To: arslist@ARSLIST.ORG Subject: Problem In SLA Deployment ** Hello All , Kindly help me with the following issue Issue Summary: Problem In SLA Deployment ( SLA in not properly getting built when you deploy it). So as mail should go to the desired Group when SLA is met.. is not going. Issue Details: When we are Deploying SLA, the filter need to be created as per the milestones is not getting built and so as it is not sending the mail to the desired mail group. Also SLA built messages is not giving any error, its blank. Kindly let me know what could be for the issue and what need to be done in order to get out of this error. Server Version : 6.3 SLA Version 6.0 with No patch. Opreting System - AIX Database - DB2 = Thanks and Regards Abhijeet Raut, = _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are Product: Remedy Service Level Agreements Version: 6.0 Patch #: Patch 1537 Patch Type: Cumulative (includes fixes from Patch 1456, and Patch 1498) Release Date: Software Platforms: All Bugs fixed in patch 1456: SW00223628 MeasStdStart_Filter1 filters show two different values for 'ParentStartTime' in the push fields action, where it should only show one value being pushed to 'ParentStartTime' Bugs fixed in patch 1498: SW00242606 When the License Information string exceeds 80 character length it throws error as the Input length for License Information Field is 80 in 3 forms; SLA:Actions, SLA:Main, and SLA:MainConsole SW00235722 Elapsed Time values are not being calculated on the SLA:Measurement record for Availability SLAs. SW00239567 The report Service Level Agreementes==General==SLA Milestones does not have a value in the Ticket ID column. SW00243213 SLA 6.0 If you import an SLA with submitter mode locked and then try to modify it you get a 371 error SW00234454 BRIE die during build since we've passed a NULL pointer to 'sprintf' in function Workflow::DeleteOMFObjectActions( SW00234494 SLA 6.0 - create a milestone with 255 char message gives ARERR 306 SW00242017 performance drop for SLA 6.0 build SW00242019 OR SW00228694 SLA 6.0 - 'brsvcbrie' service does not honour the 'Connect-Server-Name:' ar.conf setting SW00221181 PATCHED The number of filters in a SLA are reduced after the SLA is imported (Fixed: SLA Export now works with AssocStop and Team Measurement filters) SW00224673 Exporting 1 SLA takes 32 minutes to complete. Incorrect SQL beeing generated causes a lookup against all the entries. (Fix: Take out pre-cache for Association table) SW00231765 ARERR [353] You have no access to form: SLA:Notifier when accessing Alerts sent by SLA. SW00247408 Two SLAs in a group, when the second attaches, the milestones are being deleted along with the first SLA milestones (SLAs in a group scenario does not create Milestones when using Reference Start Time) Bugs fixed in patch 1537: SW00236045 (AR 7.0 Only) Saving SLA gives error ARERR [382] The value(s) for this entry violate a unique index that has been defined for this form and SLA is not Saved. No Bug Id Command line options for arimportcmd have changed in AR System 7.0. This makes the import utility for SLA work incorrectly. It may overwrite some existing records during import. This needs a change in the arimport command syntax used within the SLA Import/Export dll (omfobjiefilapi.dll) Install Instructions Perform the following steps to install this patch. 1. Stop AR System service. 2. From your SLA install directory/bin, backup your original 'brsvcbrie' and 'omfobjiefilapi' binary - copy it to another directory or rename it. 3. Copy brsvcbrie and omfobjiefilapi from patch folder to this bin directory. 4. Restart AR System. 5. Copy Patch1498.def to the local drive 6. Use the Remedy Administrator to import the def file with the option Import In Place checked 7. User AR Import tool to import SHARE%AssociationType_SLA60.arx to form SHARE:AssociationType 8. User AR Import tool to import SHARE%AssociatonType_Object_SLA60.arx to form SHARE:AssociationType_Object 9. Re-save the SLA you want to
Re: *** WARUG-Fri 24 April 2009-8AM To 1PM-BAH Auditorium, Mclean VA ***
at the Warug today.. it was nice to see DevTechnology Group give away their Free ARSSO for the User Tool away to the communitee.. On Tue, Apr 7, 2009 at 7:55 AM, Betina Lose bet...@bleeding-edge.comwrote: ** Dear ARSListers – This is a reminder of the upcoming Washington D.C. Area Remedy Users Group (WARUG) meeting on Friday 24 April 2009 again at the Booz Allen Hamilton building in Mclean, VA. The agenda for the meeting is as follows: 9:00 - 9:15Betina Lose, WARUG Chairperson, Welcome 9:15 – 10:00 Mike Campbell, Dev Technologies,*“Remedy Client Authentication w/ CAC (Common Access Card)”* * * 10:00 – 10:15Break 10:15 – 11:00Matt Moore, Column Technologies,* “Tracking Ethics Issues, Crimes and School System Complaints w/* * Case Management built on ARS”* 11:00 – 11:45BMC, *“BMC Remedy ARS 7.5 What’s New”*** 11:45 - 12:00 Betina Lose, Meeting Close As always, there is no cost to participate in WARUG and no formal membership sign-up, although BAH has instituted security policies that now require you to RSVP to me so I can get you on their access list and make you a badge. If you think you might come, simply email me your name and company name by 17 April and you will be all set. You will need a photo ID to obtain your badge. Looking forward to seeing everyone on 24 April. --BL ** *Betina Lose, *President/Software Engineer Certified Remedy Skilled Professional (5.1.2, 6.3, 7.0) Certified ITIL V3 Foundation *Bleeding Edge Technologies, LLC* 18411 Kingsmill Street Leesburg, VA 20176 Chairperson, WARUG www.warug.org __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Remedy, ITSM and SRM Notifications, major spammage
We have recently implemented the ITSM applications as well as the Service Request Management module. What we are seeing is a number of email notifications that are sent to customers, some are completely unnecessary. In going into the NTE:CFG-Notification Events and try and turn some of the notifications off, they still show up. Does anyone have any experience in this area and could spare a few pointers in cleaning this up? Right now the users are starting to blindly delete the BMC Remedy notifications since they are getting spammed with these continuously. Thank you for any advice you can provide. Jim Coryat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Remedy, ITSM and SRM Notifications, major spammage
In BMC's SRM class, they let you know that you'll have to fine tune the
notifications to your environment. For us that meant turning off filters that
generate notifications to requesters from the back office applications.
Essentially we let the SRM notifications provide all communication with the end
user.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jim Coryat
Sent: Friday, April 24, 2009 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Remedy, ITSM and SRM Notifications, major spammage
This is a multi-part message in MIME format.
--_=_NextPart_001_01C9C4FB.E3B94690
Content-Type: text/plain;
charset=us-ascii
Content-Transfer-Encoding: quoted-printable
We have recently implemented the ITSM applications as well as the
Service Request Management module. What we are seeing is a number of
email notifications that are sent to customers, some are completely
unnecessary. In going into the NTE:CFG-Notification Events and try and
turn some of the notifications off, they still show up. Does anyone
have any experience in this area and could spare a few pointers in
cleaning this up? Right now the users are starting to blindly delete
the BMC Remedy notifications since they are getting spammed with these
continuously.
=20
Thank you for any advice you can provide.
=20
Jim Coryat
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: Remedy, ITSM and SRM Notifications, major spammage
NTE:CFG-Notification Events controls Notifications that are sent to Support staff users. You wouldnt have entries in here for customer (or requester) notifications. The only other place you could turn those particular notifications off I think would be by disabling the appropriate Notification Message from the SYS:NotificationMessages form or you might have to disable the filters that fire the notification event and send the note to the customers. The filter that fires the Notification event should be listed in the Description (most likely) for the particular record in SYS:NotificationMessages. Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jim Coryat Sent: Friday, April 24, 2009 12:44 PM To: arslist@ARSLIST.ORG Subject: Remedy, ITSM and SRM Notifications, major spammage ** We have recently implemented the ITSM applications as well as the Service Request Management module. What we are seeing is a number of email notifications that are sent to customers, some are completely unnecessary. In going into the NTE:CFG-Notification Events and try and turn some of the notifications off, they still show up. Does anyone have any experience in this area and could spare a few pointers in cleaning this up? Right now the users are starting to blindly delete the BMC Remedy notifications since they are getting spammed with these continuously. Thank you for any advice you can provide. Jim Coryat _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Please consider the environment before printing this e-mail. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Remedy, ITSM and SRM Notifications, major spammage
Jim, We had the exact same problem, with the SRM notifications going to people. We disabled the filters on the SRM:WorkInfo form SRM:SWI:OnCreateFromApp_NotifyEndUser_550 SRM:SWI:OnCreateFromApp_NotifyEndUser_551 SRM:SWI:OnCreateFromApp_NotifyEndUser_552 Unfortunately due to another design flaw with this application, it does not use the NTE sub system. It does however, pull the message from SYS:Notifcation Messages, but in the filter, the first set fields action pulls the corresponding notification from SYS:Notification, but it doesn't look at the status of the SYS:Notifcation Message record. The only thing you can really do, is turn off those filters. HTH, Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A. Sent: Friday, April 24, 2009 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy, ITSM and SRM Notifications, major spammage ** NTE:CFG-Notification Events controls Notifications that are sent to Support staff users. You wouldnt have entries in here for customer (or requester) notifications. The only other place you could turn those particular notifications off I think would be by disabling the appropriate Notification Message from the SYS:NotificationMessages form or you might have to disable the filters that fire the notification event and send the note to the customers. The filter that fires the Notification event should be listed in the Description (most likely) for the particular record in SYS:NotificationMessages. Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jim Coryat Sent: Friday, April 24, 2009 12:44 PM To: arslist@ARSLIST.ORG Subject: Remedy, ITSM and SRM Notifications, major spammage ** We have recently implemented the ITSM applications as well as the Service Request Management module. What we are seeing is a number of email notifications that are sent to customers, some are completely unnecessary. In going into the NTE:CFG-Notification Events and try and turn some of the notifications off, they still show up. Does anyone have any experience in this area and could spare a few pointers in cleaning this up? Right now the users are starting to blindly delete the BMC Remedy notifications since they are getting spammed with these continuously. Thank you for any advice you can provide. Jim Coryat _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Please consider the environment before printing this e-mail. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Mid-tier links in EMail notifications
Our environment is configured just this way, and it still has the issue. The issue is that it takes the Default web path and adds more to the URL, including the AR server that the requested form is on. When it does that, it uses the fully qualified domain name of the alias rather than just the alias. For example, where you might want a URL like this to view a given incident: http://remedy/arsys/shared/login.jsp?/arsys/servlet/ViewFormServlet?form=HPD%3aHelp+Deskserver=remedyF100161=INC00854911 You'll get something like this: http://remedy/arsys/shared/login.jsp?/arsys/servlet/ViewFormServlet?form=HPD%3aHelp+Deskserver=remedy.domain.com F100161=INC00854911 Then your midtier server will complain that it's not configured for server remedy.domain.com if you've only configured it to hit remedy. In that case, you either need to configure your midtier to point to remedy.domain.com or modify the notifications with the correct server name in the URL. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Drake,Dave Sent: Friday, April 24, 2009 8:15 AM To: arslist@ARSLIST.ORG Subject: Re: Mid-tier links in EMail notifications ** This is accomplished through setting the Server Information in the Administrator client 1. Default web path: http://remedywebvip/arsys - A vip that ties our web servers together 2. Server alias: remedyappvip - We're in a hardware load balanced environment (vip), server group of 2 Note: In order for this to not break the server grouping, it is necessary to place a line in the ar.cfg for Server-Connect-Name - remedyappserver.domain.com. Must also delete the multilicense files on the servers thus modified prior to restarting them. This change will not take effect until the arservice is restarted. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Wednesday, April 22, 2009 9:23 AM To: arslist@ARSLIST.ORG Subject: Re: Mid-tier links in EMail notifications ** ** The best I have been able to come up with is a filter that fires on submit to the messages form that looks for a specific string in the body and replaces it with what I want... From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Drake,Dave Sent: Tuesday, April 21, 2009 4:46 PM To: arslist@ARSLIST.ORG Subject: Mid-tier links in EMail notifications ** Hi We changed some mid-tier settings today so that both of my mid-tier servers (they're in a group) point to a vip instead of to individual web servers. In so doing, I deleted the individually listed servers out of the server list. Everything looks good except for email notifications which still have the individual server in the URL. For the life of me, can't remember where that's configured, any pointers? Thanks! ARS 7.0.1 p007 (mid-tier same level), SQL2K5, Win2K3 servers Dave Drake - Remedy Administrator - Cerner Corporation - CernerWorks - 816-201-1823 - dave.dr...@cerner.com - www.cerner.comhttp://www.cerner.com CONFIDENTIALITY NOTICE This message and any included attachments are from Cerner Corporation and are intended only for the addressee. The information contained in this message is confidential and may constitute inside or non-public information under international, federal, or state securities laws. Unauthorized forwarding, printing, copying, distribution, or use of such information is strictly prohibited and may be unlawful. If you are not the addressee, please promptly delete this message and notify the sender of the delivery error by e-mail or you may call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1) (816)221-1024. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
arrecond failures
When I installed ARS 7.1 patch 6 on my server grouped (linux) arsystem servers (upgrading from ARS 7.0 patch 5), I started seeing arrecond failures on my secondary server. armonitor tries to start it 4 times, then gives up. It actually seems to start, then dies immediately. arcmdbd is starting up fine. My arerror log says: Thu Apr 23 17:41:55 2009 Reconciliation : AR System Application server terminated when a signal/exception was received by the server (ARAPPNOTE 4500) Thu Apr 23 17:41:55 2009 11 If I start it from the command line myself, I see: AR System Reconciliation Engine Version 2.0.1 patch 005 Copyright (c) 2004 - 2006 BMC Software, Inc. All rights reserved. But the process dies immediately. arrecond.log is empty. Any ideas were I might be able to find logs to indicate what is wrong? Has anyone else seen similar behavior? These executables (obviously) are not replaced or updated by the ARS upgrade, so I don't know what's going on. On the other server in the server group, it seems to be fine. Anne Ramey ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
SLM Questions
Hi Folks on the List, Have Couple of Questions related to SLM Module. 1.I am looking at the ootb reports from SLM - there is a report called SLA Team Assignment but it contains no data .I have looked at the crystal .rpt file and it is based on SLM:TeamMeasurement, which contains no data. How do I configure SLM to use this table? 2.Currently our client have more than 100 Customers and I am trying to build service target for each one of them. I couldn't make it to a Global Targets.How would we go about automating the initial build of these targets ? Is there any way that I could do it. Please advice on this. Regards Saravanan. - This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SLM Questions
#1-I seem to remember looking into this and it was a product defect. #2-I've not done this, but perhaps a macro? I do have a question on #2, if they are all the same, why can you just not specify a company in the service target? Anne Ramey From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Saravanan Palaniappan Sent: Friday, April 24, 2009 1:52 PM To: arslist@ARSLIST.ORG Subject: SLM Questions ** Hi Folks on the List, Have Couple of Questions related to SLM Module. 1.I am looking at the ootb reports from SLM - there is a report called SLA Team Assignment but it contains no data .I have looked at the crystal .rpt file and it is based on SLM:TeamMeasurement, which contains no data. How do I configure SLM to use this table? 2.Currently our client have more than 100 Customers and I am trying to build service target for each one of them. I couldn't make it to a Global Targets.How would we go about automating the initial build of these targets ? Is there any way that I could do it. Please advice on this. Regards Saravanan. - This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. - _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start
That's interesting, because that's not in my config file, yet when the server
starts up, I can see that it does indeed spawn 20 threads to preload the cache.
Maybe I'll have to try adding those lines and see if anything changes...
Lyle
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, April 24, 2009 9:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start
**
This configuration is indeed stored in the ar.cfg (ar.conf) file.
I have these three parameters:
Preload-At-Init-Only: T
Num-Preload-Schema-Segments: 150
Num-Preload-Threads: 10
I set these parameters in the ar system admin console, but you could just edit
the ar.conf file. Maybe there is a bug in UNIX/Linus servers where these
parameters are not set successfully from the user tool. Our app servers are
windows although the oracle database is remote in a solaris server.
-Guillaume
-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Tony
Worthington
Sent: Fri 04/24/09 10:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start
Interesting. I don't see anything related to preload as Lyle mentioned.
Does anyone know where that configuration is stored? DB?
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
N56 W17000 Ridgewood Drive
Menomonee Falls, WI 53051
262.703.7763 (phone)
tony.worthing...@kohls.com
www.kohls.com
From:
Manish SINGLA manish.sin...@st.com
To:
arslist@ARSLIST.ORG
Date:
04/24/2009 12:22 AM
Subject:
Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
**
Hello Tony,
Please find following ar.conf
Regards
Manish
euxa91{rem_live}# cat ar.conf
Currency-Ratio-Client-Refresh-Interval: 60
Email-Import-Form-By-Default: T
Plugin-Path: /remedy/software/ARSystem/objectstore/bin
Plugin: /remedy/software/ARSystem/objectstore/bin/libossync.sl
RE-Log-File-Location: /remedy/software/ARSystem/reconcile/Logs
Plugin-Path: /remedy/software/ARSystem/sla/bin
Plugin: /remedy/software/ARSystem/sla/bin/libomfobjiefilapi.sl
Plugin-Path: /remedy/software/ARSystem/sla/bin
Plugin: /remedy/software/ARSystem/sla/bin/libarfslasetup.sl
Plugin-Path: /remedy/software/ARSystem/sla/bin
Plugin: /remedy/software/ARSystem/sla/bin/libomfobjiefilapi.sl
Plugin-Path: /remedy/software/ARSystem/sla/bin
Plugin: /remedy/software/ARSystem/sla/bin/libarfslasetup.sl
Submitter-Mode: 1
Allow-Guest-Users: F
Use-Password-File: F
Default-Web-Path: http://euxa91.sgp.st.com:8080/arsys
ARDBC-LDAP-Cert-DB:
ARDBC-LDAP-Cert-Name:
ARDBC-LDAP-User-DN:
uid=remedy_sync,ou=admin_account,ou=services,dc=st,dc=com
ARDBC-LDAP-Hostname: ldap-read.sgp.st.com
ARDBC-LDAP-Key-DB:
ARDBC-LDAP-Key-Password:
ARDBC-LDAP-Port: 389
ARDBC-LDAP-UsingSSL: F
AREA-LDAP-Bind-User:
uid=remedy_sync,ou=admin_account,ou=services,dc=st,dc=com
AREA-LDAP-Port: 389
AREA-LDAP-Hostname: ldap-read.sgp.st.com
AREA-LDAP-Use-Groups: 0
AREA-LDAP-User-Base: dc=st,dc=com
AREA-LDAP-User-Filter: uid=$\USER$
AREA-LDAP-UseSSL: F
ARDBC-LDAP-Password:
FVF9p060fxoyV1gIaCpbvMD6FdxpUSCaUot2W8ohKowwqH/fOCuqlWiaJCZf67V0zvKTYa0tSot45LbPJLklgJK2urkoJNEqKwrl96HhaA6y8H/7bt1Wvg==
AREA-LDAP-Bind-Password:
cXnDTOFAqC5sd3tLkRQkiCQALYOGUiF2hVJrQT3SYTRWcFly+lSllXr3sR7kUt839+/wCZfFuvoJA+dGCsP6NKnr4upQ2P4tY3X+F4FO7TFlZN3je7rUsg==
Db-Max-Attach-Size: 1000
Server-Plugin-Default-Timeout: 300
Crossref-Blank-Password: T
Per-Thread-Logging: F
Record-Server-Events: 12;
DSO-Timeout-Normal: 3600
Set-Process-Timeout: 60
Save-Login: 2
Internal-User-Instance-Timeout: 7200
License-Timeout: 1
Distrib-Log-File: /remedy/software/ARSystem/db/report2211.log
Filter-Max-Total: 1
Application-Enable: T
Oracle-Cursor-Sharing: SIMILAR
Cache-Mode: 1
Server-Name: euxa91
Server-directory: /remedy/software/ARSystem/db
Register-With-Portmapper: T
Multiple-ARSystem-Servers: T
Db-name: ARSystem
Db-user: ARAdmin
Alternate-Approval-Reg: T
Dbhome-directory: /ora_hdlive/software
Oracle-Two-Task: hdlive
Db-Character-Set: UTF-8
Plugin: /remedy/software/ARSystem/bin/reportplugin.sl
Plugin: /remedy/software/ARSystem/bin/ardbcldap.sl
Plugin: /remedy/software/ARSystem/bin/arealdap.sl
Plugin: /remedy/software/ARSystem/bin/ardbcconf.sl
External-Authentication-RPC-Socket: 390695
Plugin: /remedy/software/ARSystem/bin/libwebservice.sl
ARF-Java-Class-Path:
/remedy/software/ARSystem/bin/arapi63.jar:/remedy/software/ARSystem/bin/axis.jar:/remedy/software/ARSystem/bin/log4j-1.2.8.jar:/remedy/software/ARSystem/bin/websvc63.jar:/remedy/software/ARSystem/bin/wsdl4j.jar:/remedy/software/ARSystem/bin/xercesImpl.jar:/remedy/software/ARSystem/bin/xmlParserAPIs.jar:/remedy/software/ARSystem/bin/commons-logging.jar:/remedy/software/ARSystem/bin/commons-discovery.jar:/remedy/software/ARSystem/bin/jaxrpc.jar:/remedy/software/ARSystem/bin/saaj.jar
Allow-Unqual-Queries: F
Debug-GroupId:
Create new or modify existing - which is better?
Env: UNIX Solaris / Oracle / ARS 7.01 / ITSM 7.03 Hello, I received a request from our reporting person to create a join form between the main HPD Help Desk table and the Help Desk Assignment Log table for reporting purposes. I discovered that a join between those tables already exists (HPD:HelpDeskAssignmentLogJoin) but our reporting person needs a couple of fields added to meet her reporting requirement. So my question is: Should I create a whole new join - especially considering future upgrades of ITSM - OR should I just add a couple of new fields to the existing join and document my changes??? Also - If this was a filter I would just disable the existing filter - perform a Save as and create a new filter with a new name - but this is a join form and I thought perhaps it would not be as cut-and-dry as that. Please let me know what you think - your input would be greatly appreciated. Thanks, Robert Dalton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SLM Questions
#1 - Is it fixed in any patch? #2 - The reason is that they wanted a customer folder to be created to better organise their Dashboard appearance. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: 24 April 2009 18:58 To: arslist@ARSLIST.ORG Subject: Re: SLM Questions #1-I seem to remember looking into this and it was a product defect. #2-I've not done this, but perhaps a macro? I do have a question on #2, if they are all the same, why can you just not specify a company in the service target? Anne Ramey From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Saravanan Palaniappan Sent: Friday, April 24, 2009 1:52 PM To: arslist@ARSLIST.ORG Subject: SLM Questions ** Hi Folks on the List, Have Couple of Questions related to SLM Module. 1.I am looking at the ootb reports from SLM - there is a report called SLA Team Assignment but it contains no data .I have looked at the crystal .rpt file and it is based on SLM:TeamMeasurement, which contains no data. How do I configure SLM to use this table? 2.Currently our client have more than 100 Customers and I am trying to build service target for each one of them. I couldn't make it to a Global Targets.How would we go about automating the initial build of these targets ? Is there any way that I could do it. Please advice on this. Regards Saravanan. - This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message - This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Create new or modify existing - which is better?
I would favor creating a new join form. I think your risk is a little lower if you do that rather than modifying the existing one. It's a bit more effort up front, but then you don't need to worry about your changes going away after you apply a patch, etc. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Robert Dalton Sent: Friday, April 24, 2009 12:04 PM To: arslist@ARSLIST.ORG Subject: Create new or modify existing - which is better? Env: UNIX Solaris / Oracle / ARS 7.01 / ITSM 7.03 Hello, I received a request from our reporting person to create a join form between the main HPD Help Desk table and the Help Desk Assignment Log table for reporting purposes. I discovered that a join between those tables already exists (HPD:HelpDeskAssignmentLogJoin) but our reporting person needs a couple of fields added to meet her reporting requirement. So my question is: Should I create a whole new join - especially considering future upgrades of ITSM - OR should I just add a couple of new fields to the existing join and document my changes??? Also - If this was a filter I would just disable the existing filter - perform a Save as and create a new filter with a new name - but this is a join form and I thought perhaps it would not be as cut-and-dry as that. Please let me know what you think - your input would be greatly appreciated. Thanks, Robert Dalton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.
Re: Create new or modify existing - which is better?
Yes, add the fields and document for future patches and upgrades. -Original Message- From: Robert Dalton barc...@cox.net To: arslist@ARSLIST.ORG Sent: Fri, 24 Apr 2009 2:03 pm Subject: Create new or modify existing - which is better? Env: UNIX Solaris / Oracle / ARS 7.01 / ITSM 7.03 Hello, I received a request from our reporting person to create a join form between the main HPD Help Desk table and the Help Desk Assignment Log table for reporting purposes. I discovered that a join between those tables already exists (HPD:HelpDeskAssignmentLogJoin) but our reporting person needs a couple of fields added to meet her reporting requirement. So my question is: Should I create a whole new join - especially considering future upgrades of ITSM - OR should I just add a couple of new fields to the existing join and document my changes??? Also - If this was a filter I would just disable the existing filter - perform a Save as and create a new filter with a new name - but this is a join form and I thought perhaps it would not be as cut-and-dry as that. Please let me know what you think - your input would be greatly appreciated. Thanks, Robert Dalton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SLM Questions
#1 - Is it fixed in any patch? Not that I know of. I recently upgraded to SLM 7.1 with the lastest patch and that table is still empty. But I could be remembering wrong--it might not #2 - The reason is that they wanted a customer folder to be created to better organise their Dashboard appearance. That doesn't make a lot of sense to me. If they are all going to be the same, it's a huge about of extra work to create and maintain these targets. What they should really care about is compliance and compliance reporting. Anne From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: 24 April 2009 18:58 To: arslist@ARSLIST.ORG Subject: Re: SLM Questions #1-I seem to remember looking into this and it was a product defect. #2-I've not done this, but perhaps a macro? I do have a question on #2, if they are all the same, why can you just not specify a company in the service target? Anne Ramey From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Saravanan Palaniappan Sent: Friday, April 24, 2009 1:52 PM To: arslist@ARSLIST.ORG Subject: SLM Questions ** Hi Folks on the List, Have Couple of Questions related to SLM Module. 1.I am looking at the ootb reports from SLM - there is a report called SLA Team Assignment but it contains no data .I have looked at the crystal .rpt file and it is based on SLM:TeamMeasurement, which contains no data. How do I configure SLM to use this table? 2.Currently our client have more than 100 Customers and I am trying to build service target for each one of them. I couldn't make it to a Global Targets.How would we go about automating the initial build of these targets ? Is there any way that I could do it. Please advice on this. Regards Saravanan. - This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message - This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. - _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Returning multiple values for an attribute in Active Directory
Dear List, We have created a vendor form based on ARSYS.ARDBC.LDAP that queries Active Directory for personal info. One of the pieces of info we need is all of the groups the person is a member of. The “memberOf” attribute can be a multi-value return, and when it is, Remedy is returning only the first one it finds (in our case, the first group). How can we get it to return them all? Dwayne Martin James Madison University (ARS 7.1 patch 2, RH Linux server, Oracle 10.2 db)
Re: Returning multiple values for an attribute in Active Directory
You on v7.1... so your in luck... I know this feature was added in some version.. but I am not sure exactly which one... REF the section Multivalued attributes ( Integrating-710.pdf page 123 ) Which goes on to page 124 to say: To resolve this difference between the two data models, use a special notation when specifying the attribute name in the Field Properties window: attribute_name[*separator_string] Values associated with attribute_name are concatenated into a single value in AR System but separated with separator_string. For example, to concatenate all values associated with the telephoneNumber attribute and separate each value with a comma you would enter the following as the attribute name in the Form Properties window: telephoneNumber[*,] You could then define workflow to extract, add, or modify values in the comma separated list of telephone numbers. If that works...then you should be good to go. -- Carey Matthew Black BMC Remedy AR System Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Fri, Apr 24, 2009 at 3:19 PM, Dwayne Martin marti...@jmu.edu wrote: Dear List, We have created a vendor form based on ARSYS.ARDBC.LDAP that queries Active Directory for personal info. One of the pieces of info we need is all of the groups the person is a member of. The “memberOf” attribute can be a multi-value return, and when it is, Remedy is returning only the first one it finds (in our case, the first group). How can we get it to return them all? Dwayne Martin James Madison University (ARS 7.1 patch 2, RH Linux server, Oracle 10.2 db) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
MWRUG: Looking for topic ideas for June meeting
I think we finally have this rolling again, we have a destination sponsor! We're waiting for confirmation on a particular speaker and then we'll publish a date. We're hoping for mid-June. In the meantime, I'd like some topic ideas from those of you that will be attending the meeting. What do you want to hear about? Of course we'll have a general ARS 7.5 presentation. Any hot vendor products you want to look at? (not a question to the vendors since you all think your product is hot!). Do you have a topic you'd like to present to the group? Maybe something to practice on for WWRUG. We always have a general QA. Our members generally come from Illinois, Southern Wisconsin, Iowa, Western Michigan, Indiana, and anyone else who'd like to attend is welcome! We're planning an all day event in the Chicago area, could be suburban, could be city. I need feedback by May 6th latest !! Your help is needed! Thanks, Susan Susan Palmer ShopperTrak RCT Corporation 200 W Monroe St 11th Floor Chicago, IL 60606 Office 312-529-5325 Cell 312-502-7687 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Discovered bug with RKM 7.2
I discovered a bug when using the Incident Management 7.02 integration with BMC Knowledge Management 7.2. Not sure if others out there have RKM 7.2 but here is how you can replicate the bug: 1. Open an incident in the Remedy User client that has at least one carriage return in the Summary field, Notes field, or Resolution field 2. Click on the button Create Knowledge Base Entry on the Resolution tab of the incident. At this point you should notice that the contents of your Incident are populated into the RKM web article window correctly. Now follow these steps when logged into your Mid Tier: 1. Open the same incident you opened before in the Remedy User client 2. Click on the Create Knowledge Base Entry on the Resolution tab of the incident. You should notice that the contents of the incident are NOT populated into the RKM web article window. I was able to verify this with certainty. It seems to be an issue with the REPLACE command used in the active link KMS:HD:Create_KB_Solution. In this active link, there is a Push fields action that pushes to the KMS:DataExchange form and pushes xml coding and other data from the incident to a Data field on this form. Inside the Value being passed to the Data field you can see there are various REPLACE commands that try to replace a carriage return with a BR. This workflow apparently works fine with a incident with carriage returns if fired from the Remedy User tool but not for the Mid Tier. Am I going crazy or is this clearly a server or application issue? ARS 7.01 patch 005 Mid Tier 7.1 patch 003 BMC Knowledge Management 7.02.00.1417 Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Discovered bug with RKM 7.2
Peter, I just confirmed your findings. I am on RKM7.2 with the latest patch. If there is no carriage return, the fields populate on the mid tier. If there is, NULL! Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A. Sent: Friday, April 24, 2009 4:19 PM To: arslist@ARSLIST.ORG Subject: Discovered bug with RKM 7.2 ** I discovered a bug when using the Incident Management 7.02 integration with BMC Knowledge Management 7.2. Not sure if others out there have RKM 7.2 but here is how you can replicate the bug: 1. Open an incident in the Remedy User client that has at least one carriage return in the Summary field, Notes field, or Resolution field 2. Click on the button Create Knowledge Base Entry on the Resolution tab of the incident. At this point you should notice that the contents of your Incident are populated into the RKM web article window correctly. Now follow these steps when logged into your Mid Tier: 1. Open the same incident you opened before in the Remedy User client 2. Click on the Create Knowledge Base Entry on the Resolution tab of the incident. You should notice that the contents of the incident are NOT populated into the RKM web article window. I was able to verify this with certainty. It seems to be an issue with the REPLACE command used in the active link KMS:HD:Create_KB_Solution. In this active link, there is a Push fields action that pushes to the KMS:DataExchange form and pushes xml coding and other data from the incident to a Data field on this form. Inside the Value being passed to the Data field you can see there are various REPLACE commands that try to replace a carriage return with a BR. This workflow apparently works fine with a incident with carriage returns if fired from the Remedy User tool but not for the Mid Tier. Am I going crazy or is this clearly a server or application issue? ARS 7.01 patch 005 Mid Tier 7.1 patch 003 BMC Knowledge Management 7.02.00.1417 Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Discovered bug with RKM 7.2
Hmm. Here is the actual replace of the Notes field: REPLACE($Detailed Decription$, RIGHT( , 2), BR)) The odd thing is it is actually looking for a space and a carriage return. For some reason the User tool actually has a space before a carriage return but maybe the web does not? Very perplexing. Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Friday, April 24, 2009 4:31 PM To: arslist@ARSLIST.ORG Subject: Re: Discovered bug with RKM 7.2 ** Peter, I just confirmed your findings. I am on RKM7.2 with the latest patch. If there is no carriage return, the fields populate on the mid tier. If there is, NULL! Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A. Sent: Friday, April 24, 2009 4:19 PM To: arslist@ARSLIST.ORG Subject: Discovered bug with RKM 7.2 ** I discovered a bug when using the Incident Management 7.02 integration with BMC Knowledge Management 7.2. Not sure if others out there have RKM 7.2 but here is how you can replicate the bug: 1. Open an incident in the Remedy User client that has at least one carriage return in the Summary field, Notes field, or Resolution field 2. Click on the button Create Knowledge Base Entry on the Resolution tab of the incident. At this point you should notice that the contents of your Incident are populated into the RKM web article window correctly. Now follow these steps when logged into your Mid Tier: 1. Open the same incident you opened before in the Remedy User client 2. Click on the Create Knowledge Base Entry on the Resolution tab of the incident. You should notice that the contents of the incident are NOT populated into the RKM web article window. I was able to verify this with certainty. It seems to be an issue with the REPLACE command used in the active link KMS:HD:Create_KB_Solution. In this active link, there is a Push fields action that pushes to the KMS:DataExchange form and pushes xml coding and other data from the incident to a Data field on this form. Inside the Value being passed to the Data field you can see there are various REPLACE commands that try to replace a carriage return with a BR. This workflow apparently works fine with a incident with carriage returns if fired from the Remedy User tool but not for the Mid Tier. Am I going crazy or is this clearly a server or application issue? ARS 7.01 patch 005 Mid Tier 7.1 patch 003 BMC Knowledge Management 7.02.00.1417 Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Please consider the environment before printing this e-mail. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Capture Client Version
All, Can someone tell me what variable is sent through the login that tells us what client version a user is operating from? We have a situation where we are capturing $VERSION$ for each user. This is showing some users as using 6.3 when they say they have installed 7.1. These are remote users and there is no other way to verify client versions. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Capture Client Version
** Roger, We have an Active Link that is attached to major forms that pushes $VERSION$ to a Client info form. The Active Link fires on submit or modify. If $USER$ and $VERSION$ do not match it creates a new record. Take care as this also logs API and MidTier. Dave - dave.shell...@tycoelectronics.com (Wireless) From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Fri Apr 24 16:40:00 2009 Subject: Capture Client Version All, Can someone tell me what variable is sent through the login that tells us what client version a user is operating from? We have a situation where we are capturing $VERSION$ for each user. This is showing some users as using 6.3 when they say they have installed 7.1. These are remote users and there is no other way to verify client versions. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_
Re: Capture Client Version
Well...I beg to differ. You say you don't have a way to verify user client version...but the simple fact that they are reporting that they are using 6.3 is verifying that they may have installed the new version...but they are still using the old one... _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nall, Roger Sent: Friday, April 24, 2009 2:40 PM To: arslist@ARSLIST.ORG Subject: Capture Client Version Importance: High ** All, Can someone tell me what variable is sent through the login that tells us what client version a user is operating from? We have a situation where we are capturing $VERSION$ for each user. This is showing some users as using 6.3 when they say they have installed 7.1. These are remote users and there is no other way to verify client versions. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Capture Client Version
For sport, you could always restrict the server to client connections of version 7 or above (Minimum API = 12); that will root out your 6.3 users very quickly! Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nall, Roger Sent: Friday, April 24, 2009 3:40 PM To: arslist@ARSLIST.ORG Subject: Capture Client Version Importance: High ** All, Can someone tell me what variable is sent through the login that tells us what client version a user is operating from? We have a situation where we are capturing $VERSION$ for each user. This is showing some users as using 6.3 when they say they have installed 7.1. These are remote users and there is no other way to verify client versions. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Capture Client Version
Thanks for the info. Unfortunately this does not tell me what I need to know. I am trying to find out what in the client sends this information. Is it the Registry? Is there something in the API call on login? Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Friday, April 24, 2009 4:00 PM To: arslist@ARSLIST.ORG Subject: Re: Capture Client Version Roger, We have an Active Link that is attached to major forms that pushes $VERSION$ to a Client info form. The Active Link fires on submit or modify. If $USER$ and $VERSION$ do not match it creates a new record. Take care as this also logs API and MidTier. Dave - dave.shell...@tycoelectronics.com (Wireless) From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Capture Client Version
I think it is based on the actual User.exe (It is the same info you see when you look at the properties of the user.exe file) What it sounds like is they installed the 7.1 client in a different location and are still running the 6.3. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nall, Roger Sent: Friday, April 24, 2009 4:59 PM To: arslist@ARSLIST.ORG Subject: Re: Capture Client Version Thanks for the info. Unfortunately this does not tell me what I need to know. I am trying to find out what in the client sends this information. Is it the Registry? Is there something in the API call on login? Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Friday, April 24, 2009 4:00 PM To: arslist@ARSLIST.ORG Subject: Re: Capture Client Version Roger, We have an Active Link that is attached to major forms that pushes $VERSION$ to a Client info form. The Active Link fires on submit or modify. If $USER$ and $VERSION$ do not match it creates a new record. Take care as this also logs API and MidTier. Dave - dave.shell...@tycoelectronics.com (Wireless) From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Capture Client Version
What do you think would happen if they just installed the 7.1 client over the 6.3 client? Could there be something that would come across as 6.3? Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Friday, April 24, 2009 5:15 PM To: arslist@ARSLIST.ORG Subject: Re: Capture Client Version I think it is based on the actual User.exe (It is the same info you see when you look at the properties of the user.exe file) What it sounds like is they installed the 7.1 client in a different location and are still running the 6.3. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nall, Roger Sent: Friday, April 24, 2009 4:59 PM To: arslist@ARSLIST.ORG Subject: Re: Capture Client Version Thanks for the info. Unfortunately this does not tell me what I need to know. I am trying to find out what in the client sends this information. Is it the Registry? Is there something in the API call on login? Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Friday, April 24, 2009 4:00 PM To: arslist@ARSLIST.ORG Subject: Re: Capture Client Version Roger, We have an Active Link that is attached to major forms that pushes $VERSION$ to a Client info form. The Active Link fires on submit or modify. If $USER$ and $VERSION$ do not match it creates a new record. Take care as this also logs API and MidTier. Dave - dave.shell...@tycoelectronics.com (Wireless) From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Capture Client Version
Roger, If it's being captured at login, then I would assume that an Active Link is firing on open of the Home Page or a hidden form that is associated with login workflow. I believe that $VERSION$ is part of the API call within the clients. Is there any home grown programs that are using older API's to create or modify records? Some of our contractors Push/Pull data from our AR System to their custom tracking program. That interface uses older API's. I would turn on Active Link logging on the Client. That should trap the Active Link that is creating the record. From there you could add workflow that adds IP address, etc to further identify the source. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Fri Apr 24 17:58:33 2009 Subject: Re: Capture Client Version Thanks for the info. Unfortunately this does not tell me what I need to know. I am trying to find out what in the client sends this information. Is it the Registry? Is there something in the API call on login? Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Friday, April 24, 2009 4:00 PM To: arslist@ARSLIST.ORG Subject: Re: Capture Client Version Roger, We have an Active Link that is attached to major forms that pushes $VERSION$ to a Client info form. The Active Link fires on submit or modify. If $USER$ and $VERSION$ do not match it creates a new record. Take care as this also logs API and MidTier. Dave - dave.shell...@tycoelectronics.com (Wireless) From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Capture Client Version
Thanks for the update, Dave. This really helps. Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Friday, April 24, 2009 5:32 PM To: arslist@ARSLIST.ORG Subject: Re: Capture Client Version Roger, If it's being captured at login, then I would assume that an Active Link is firing on open of the Home Page or a hidden form that is associated with login workflow. I believe that $VERSION$ is part of the API call within the clients. Is there any home grown programs that are using older API's to create or modify records? Some of our contractors Push/Pull data from our AR System to their custom tracking program. That interface uses older API's. I would turn on Active Link logging on the Client. That should trap the Active Link that is creating the record. From there you could add workflow that adds IP address, etc to further identify the source. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Discovered bug with RKM 7.2
I know there was a defect released as a hotfix that resolves the hard return in the Title (which is being fed from the Summary). I am not certain why it would work on the User tool though. I suggest you patch your RKM install and see if the issue still exists. Alan Blake Knowlysis --- On Fri, 4/24/09, Lammey, Peter A. peter.a.lam...@espn.com wrote: From: Lammey, Peter A. peter.a.lam...@espn.com Subject: Discovered bug with RKM 7.2 To: arslist@ARSLIST.ORG Date: Friday, April 24, 2009, 2:19 PM ** I discovered a bug when using the Incident Management 7.02 integration with BMC Knowledge Management 7.2. Not sure if others out there have RKM 7.2 but here is how you can replicate the bug: 1. Open an incident in the Remedy User client that has at least one carriage return in the Summary field, Notes field, or Resolution field 2. Click on the button Create Knowledge Base Entry on the Resolution tab of the incident. At this point you should notice that the contents of your Incident are populated into the RKM web article window correctly. Now follow these steps when logged into your Mid Tier: 1. Open the same incident you opened before in the Remedy User client 2. Click on the Create Knowledge Base Entry on the Resolution tab of the incident. You should notice that the contents of the incident are NOT populated into the RKM web article window. I was able to verify this with certainty. It seems to be an issue with the REPLACE command used in the active link KMS:HD:Create_KB_Solution. In this active link, there is a Push fields action that pushes to the KMS:DataExchange form and pushes xml coding and other data from the incident to a Data field on this form. Inside the Value being passed to the Data field you can see there are various REPLACE commands that try to replace a carriage return with a BR. This workflow apparently works fine with a incident with carriage returns if fired from the Remedy User tool but not for the Mid Tier. Am I going crazy or is this clearly a server or application issue? ARS 7.01 patch 005 Mid Tier 7.1 patch 003 BMC Knowledge Management 7.02.00.1417 Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Capture Client Version
Roger, I this is not a technical solution but you could always ask them what color the login is when they bring it up. That should be able to tell you what version at least between 6 and 7. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nall, Roger Sent: Friday, April 24, 2009 4:34 PM To: arslist@ARSLIST.ORG Subject: Re: Capture Client Version Thanks for the update, Dave. This really helps. Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Friday, April 24, 2009 5:32 PM To: arslist@ARSLIST.ORG Subject: Re: Capture Client Version Roger, If it's being captured at login, then I would assume that an Active Link is firing on open of the Home Page or a hidden form that is associated with login workflow. I believe that $VERSION$ is part of the API call within the clients. Is there any home grown programs that are using older API's to create or modify records? Some of our contractors Push/Pull data from our AR System to their custom tracking program. That interface uses older API's. I would turn on Active Link logging on the Client. That should trap the Active Link that is creating the record. From there you could add workflow that adds IP address, etc to further identify the source. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Capture Client Version
Roger, Turn on API logging on the server. It includes the user name, IP address and protocol version of the client that is connecting to the server. This is from a 6.3 driver (protocol 11): API TID: 003176 RPC ID: 000899 Queue: Fast Client-RPC: 390620USER: Demo /* Fri Apr 24 2009 16:43:59.2250 */+VERARVerifyUser -- user Demo from Unidentified Client (protocol 11) at IP address 192.168.0.156 This is from a 7.5 user tool (protocol 13): API TID: 003180 RPC ID: 000818 Queue: Fast Client-RPC: 390620USER: Demo /* Fri Apr 24 2009 16:35:21.0280 */+VERARVerifyUser -- user Demo from Remedy User (protocol 13) at IP address 192.168.179.172 Calman On Fri, Apr 24, 2009 at 1:40 PM, Nall, Roger roger.n...@t-mobile.comwrote: ** All, Can someone tell me what variable is sent through the login that tells us what client version a user is operating from? We have a situation where we are capturing $VERSION$ for each user. This is showing some users as using 6.3 when they say they have installed 7.1. These are remote users and there is no other way to verify client versions. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Capture Client Version
Calman, This is exactly what I was looking for. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Calman Steynberg Sent: Friday, April 24, 2009 6:48 PM To: arslist@ARSLIST.ORG Subject: Re: Capture Client Version ** Roger, Turn on API logging on the server. It includes the user name, IP address and protocol version of the client that is connecting to the server. This is from a 6.3 driver (protocol 11): API TID: 003176 RPC ID: 000899 Queue: Fast Client-RPC: 390620USER: Demo /* Fri Apr 24 2009 16:43:59.2250 */+VERARVerifyUser -- user Demo from Unidentified Client (protocol 11) at IP address 192.168.0.156 This is from a 7.5 user tool (protocol 13): API TID: 003180 RPC ID: 000818 Queue: Fast Client-RPC: 390620USER: Demo /* Fri Apr 24 2009 16:35:21.0280 */+VERARVerifyUser -- user Demo from Remedy User (protocol 13) at IP address 192.168.179.172 Calman On Fri, Apr 24, 2009 at 1:40 PM, Nall, Roger roger.n...@t-mobile.com wrote: ** All, Can someone tell me what variable is sent through the login that tells us what client version a user is operating from? We have a situation where we are capturing $VERSION$ for each user. This is showing some users as using 6.3 when they say they have installed 7.1. These are remote users and there is no other way to verify client versions. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: User Tool PrintScreen Button
** If you mean a screen scrap of what is shown on a form... the only thing I know of is under the file menu. Rocky Rocky Rockwell mgrockw...@verizon.net Ph#1: 325-884-1234 Ph#2: 325-884-1263 Mobile: 325-450-1297 O'Brien, Keith KOB. (Citco) wrote: ** I think you misunderstand, I require a button on the form to perform this PrintScreen action. Is this possible? Regards, Keitho From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rocky Rockwell Sent: 24 April 2009 01:05 To: arslist@ARSLIST.ORG Subject: Re: User Tool PrintScreen Button there should be a print on the user tool, bring up a form and then click on file and you should see Print, Print Setup and Print preview Rocky Rocky Rockwell mgrockw...@verizon.net Ph#1: 325-884-1234 Ph#2: 325-884-1263 Mobile: 325-450-1297 Keitho wrote: Hi, I'd like to add a 'printscreen' button to a form, from other posts - i found that the Run Process _javascript_: window.print() will work on the Mid-Tier but not on the User Tool. Is there a User Tool option? I did read about someone using an OLE but I've never created one, so not sure were to start. Any help would be great. AR 7.1 / Solaris / Oracle DB No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.0.238 / Virus Database: 270.12.1/2070 - Release Date: 04/20/09 17:56:00 Disclaimer link. To see it, click the link below, or copy and paste it into your browser's address line. http://www.citco.com/emaildisclaimer.htm _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.0.238 / Virus Database: 270.12.4/2077 - Release Date: 04/23/09 19:21:00 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
