Re: AIE Problem
Thanks Matt. This is a new installation, not an upgrade nor was it migrated from another instance. I do not have EIE:BackUpLoadFlag form just AIE:BackUpLoadFlag form with one entry: AIE Version : 7.5.00 Patch 001 200903052000 Engine Load : Yes Host : 192.168.80.131 Instance Name : BMC AIE [ REMEDY7(0) ] - 001 Instance Running : Internal Instance Name : ARS_REMEDY7(0)_EIE_192.168.80.131_Inst_001 Port : 3021 Status : New Unicode : No Victor On Wed 17/06/09 16:23 , Matt Worsdell m...@worsy.co.uk sent: Do you have any entries in the EIE:BackUpLoadFlag form? Has this server been migrated from another server instance? Matt Thank you all so far The only error/warning messages I could collect from the log files are: from Inst_001_aiemain.dbg - [Wed Jun 17 2009 15:44:17.6860] - Failed to Initialize InitMBUtil() for Unicode Instance: REMEDY7 from Inst_001_aieEventListener.dbg - [Wed Jun 17 2009 08:33:54.6090] - + ARGetListEntry -- Form[EIE:BackUpLoadFlag] Unable to access EIE:BackupLoadFlag form to set AIE Service wakeup port rc = 2 Victor On Tue 16/06/09 09:42 , Peter Romain p.romain.arsl...@parsolutions.co.uk [1] sent: The AIE logs should show whether the instances are logging into Remedy correctly. For example, if AIE was installed using the Demo user and this user was subsequently locked down (eg new password) then the AIE instances would not be able to log in. There is a utility in the AIE install area to change the AIE user in the AIE config file. This ensures that the password is encrypted in the config file. Cheers Peter Is REMEDY7 the actual name of your host? If you check your open connections to your SQL server from its Management Console, do you see the AIE service connecting to it? If not do you have a max number of open connections defined on your SQL server that may be preventing AIE from connecting? Joe From: Victor Olufowobi To: arslist@ARSLIST.ORG [2] [2] Sent: Monday, June 15, 2009 3:12:14 PM Subject: AIE Problem ** Hello Listers, Here is the error message received while trying to verify Data Exchange for CI migration from an SQL Server source: Set fields active link running a process failed: Host Name REMEDY7. Can not connect to AIE Service. Please check if the instance is running. (ARERR 9281) The AIE service is definetely running and connection to the SQL Server source verified Any suggestion to the causes of the problem? Remedy system: AR System 7.5.01 on W2k3 Enterprise MS SQL Server 2005 Tomcat Victor ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org [3] [3] Platinum Sponsor:rmisoluti...@verizon.net [4] [4] ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org [5] [5] Platinum Sponsor:rmisoluti...@verizon.net [6] [6] ARSlist: Where the Answers Are Links: -- [1] vic...@klub.chip.pl [7] [2] arslist@ARSLIST.ORG [8] [3] http://klub.burdamedia.pl/parse.php?redirect=http://www.arslist.org [9] [4] rmisoluti...@verizon.net [10] [5] http://www.arslist.org [11] [6] rmisoluti...@verizon.net [12] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org [13] Platinum Sponsor:rmisoluti...@verizon.net [14] ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org [15] Platinum Sponsor:rmisoluti...@verizon.net [16] ARSlist: Where the Answers Are Links: -- [1] mailto:p.romain.arsl...@parsolutions.co.uk [2] mailto:arslist@ARSLIST.ORG [3] http://klub.burdamedia.pl/parse.php?redirect=http://www.arslist.org [4] mailto:rmisoluti...@verizon.net [5] http://klub.burdamedia.pl/parse.php?redirect=http://www.arslist.org [6] mailto:rmisoluti...@verizon.net [7] mailto:vic...@klub.chip.pl [8] mailto:arslist@ARSLIST.ORG [9] http://klub.burdamedia.pl/parse.php?redirect=http://klub.burdamedia.pl/parse.php%3Fredirect%3Dhttp://www.arslist.org [10] mailto:rmisoluti...@verizon.net [11] http://klub.burdamedia.pl/parse.php?redirect=http://www.arslist.org [12] mailto:rmisoluti...@verizon.net [13] http://klub.burdamedia.pl/parse.php?redirect=http://www.arslist.org [14] mailto:rmisoluti...@verizon.net [15] http://www.arslist.org [16] mailto:rmisoluti...@verizon.net ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: AIE Problem
Ok that is the same form effectively. Can you confirm the instance name matches with the service name in windows services? Can you try restarting the AIE instance and see whether the port in the line you mentioned below changes? You might find a simple re-install of AIE might resolve this quicker. Matt Thanks Matt. This is a new installation, not an upgrade nor was it migrated from another instance. I do not have EIE:BackUpLoadFlag form just AIE:BackUpLoadFlag form with one entry: AIE Version : 7.5.00 Patch 001 200903052000 Engine Load : Yes Host : 192.168.80.131 Instance Name : BMC AIE [ REMEDY7(0) ] - 001 Instance Running : Internal Instance Name : ARS_REMEDY7(0)_EIE_192.168.80.131_Inst_001 Port : 3021 Status : New Unicode : No Victor On Wed 17/06/09 16:23 , Matt Worsdell m...@worsy.co.uk sent: Do you have any entries in the EIE:BackUpLoadFlag form? Has this server been migrated from another server instance? Matt Thank you all so far The only error/warning messages I could collect from the log files are: from Inst_001_aiemain.dbg - [Wed Jun 17 2009 15:44:17.6860] - Failed to Initialize InitMBUtil() for Unicode Instance: REMEDY7 from Inst_001_aieEventListener.dbg - [Wed Jun 17 2009 08:33:54.6090] - + ARGetListEntry -- Form[EIE:BackUpLoadFlag] Unable to access EIE:BackupLoadFlag form to set AIE Service wakeup port rc = 2 Victor On Tue 16/06/09 09:42 , Peter Romain p.romain.arsl...@parsolutions.co.uk [1] sent: The AIE logs should show whether the instances are logging into Remedy correctly. For example, if AIE was installed using the Demo user and this user was subsequently locked down (eg new password) then the AIE instances would not be able to log in. There is a utility in the AIE install area to change the AIE user in the AIE config file. This ensures that the password is encrypted in the config file. Cheers Peter Is REMEDY7 the actual name of your host? If you check your open connections to your SQL server from its Management Console, do you see the AIE service connecting to it? If not do you have a max number of open connections defined on your SQL server that may be preventing AIE from connecting? Joe From: Victor Olufowobi To: arslist@ARSLIST.ORG [2] [2] Sent: Monday, June 15, 2009 3:12:14 PM Subject: AIE Problem ** Hello Listers, Here is the error message received while trying to verify Data Exchange for CI migration from an SQL Server source: Set fields active link running a process failed: Host Name REMEDY7. Can not connect to AIE Service. Please check if the instance is running. (ARERR 9281) The AIE service is definetely running and connection to the SQL Server source verified Any suggestion to the causes of the problem? Remedy system: AR System 7.5.01 on W2k3 Enterprise MS SQL Server 2005 Tomcat Victor ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org [3] [3] Platinum Sponsor:rmisoluti...@verizon.net [4] [4] ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org [5] [5] Platinum Sponsor:rmisoluti...@verizon.net [6] [6] ARSlist: Where the Answers Are Links: -- [1] vic...@klub.chip.pl [7] [2] arslist@ARSLIST.ORG [8] [3] http://klub.burdamedia.pl/parse.php?redirect=http://www.arslist.org [9] [4] rmisoluti...@verizon.net [10] [5] http://www.arslist.org [11] [6] rmisoluti...@verizon.net [12] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org [13] Platinum Sponsor:rmisoluti...@verizon.net [14] ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org [15] Platinum Sponsor:rmisoluti...@verizon.net [16] ARSlist: Where the Answers Are Links: -- [1] mailto:p.romain.arsl...@parsolutions.co.uk [2] mailto:arslist@ARSLIST.ORG [3] http://klub.burdamedia.pl/parse.php?redirect=http://www.arslist.org [4] mailto:rmisoluti...@verizon.net [5] http://klub.burdamedia.pl/parse.php?redirect=http://www.arslist.org [6] mailto:rmisoluti...@verizon.net [7] mailto:vic...@klub.chip.pl [8] mailto:arslist@ARSLIST.ORG [9] http://klub.burdamedia.pl/parse.php?redirect=http://klub.burdamedia.pl/parse.php%3Fredirect%3Dhttp://www.arslist.org [10] mailto:rmisoluti...@verizon.net [11] http://klub.burdamedia.pl/parse.php?redirect=http://www.arslist.org [12]
Re: AIE Problem
The service name in windows matches the name in AIE:BackUpLoadFlag form The port no. is still the same ... but Inst_001_aieEventListener.dbg reads: ... [Thu Jun 18 2009 08:48:52.8280] - + ARGetListEntry -- Form[EIE:BackUpLoadFlag] Unable to access EIE:BackupLoadFlag form to set AIE Service wakeup port rc = 2 [Thu Jun 18 2009 08:48:53.0310] - - ARGetListEntry Failed [Thu Jun 18 2009 08:48:53.0310] - Instance failed to listen on port[1059] for Run Now, Verify and Immediate Even-driven request... [Thu Jun 18 2009 08:48:53.0310] - Event driven support cannot be serviced. Correct port errors and restart EIE. [Thu Jun 18 2009 09:42:21.1870] - + ARGetListEntry -- Form[EIE:BackUpLoadFlag] Unable to access EIE:BackupLoadFlag form to set AIE Service wakeup port rc = 2 [Thu Jun 18 2009 09:42:22.0770] - - ARGetListEntry Failed [Thu Jun 18 2009 09:42:22.0770] - Instance failed to listen on port[3957] for Run Now, Verify and Immediate Even-driven request... [Thu Jun 18 2009 09:42:22.0770] - Event driven support cannot be serviced. Correct port errors and restart EIE. [Thu Jun 18 2009 09:44:19.7490] - + ARGetListEntry -- Form[EIE:BackUpLoadFlag] [Thu Jun 18 2009 09:44:19.7960] - - ARGetListEntry OK [Thu Jun 18 2009 09:44:19.7960] - Instance listening on port[4425] for Run Now, Verify and Immediate Even-driven request... [Thu Jun 18 2009 09:44:19.7960] - Wakeup port opened to receive event driven requests. [Thu Jun 18 2009 09:44:24.7960] - Event wakeup port open and ready to receive a request. [Thu Jun 18 2009 09:44:24.7960] - Request received on wakeup port. Notifying event manager to service the request. [Thu Jun 18 2009 09:44:24.7960] - Waiting for wakeup call for immediate requests. [Thu Jun 18 2009 10:53:13.7800] - + ARGetListEntry -- Form[EIE:BackUpLoadFlag] [Thu Jun 18 2009 10:53:13.7960] - - ARGetListEntry OK [Thu Jun 18 2009 10:53:13.7960] - Instance listening on port[4520] for Run Now, Verify and Immediate Even-driven request... [Thu Jun 18 2009 10:53:13.7960] - Wakeup port opened to receive event driven requests. [Thu Jun 18 2009 10:53:18.7960] - Event wakeup port open and ready to receive a request. [Thu Jun 18 2009 10:53:18.7960] - Request received on wakeup port. Notifying event manager to service the request. [Thu Jun 18 2009 10:53:18.7960] - Waiting for wakeup call for immediate requests. I have tried re-installation and even adding second instance ... with the same result Victor On Thu 18/06/09 10:15 , Matt Worsdell m...@worsy.co.uk sent: Ok that is the same form effectively. Can you confirm the instance name matches with the service name in windows services? Can you try restarting the AIE instance and see whether the port in the line you mentioned below changes? You might find a simple re-install of AIE might resolve this quicker. Matt ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: AIE Problem
Yes, they are. [AR System Info] # AR System Server connection information for engine-owned AR System # resources. ARServerName: REMEDY7 ARLogin: Demo ARPassword: ARPort: 0 On Thu 18/06/09 12:06 , Matt Worsdell m...@worsy.co.uk sent: This may have been asked yesterday, the Arserver details in EIE.cfg, are they correct? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: AIE Problem
Did you have checked the server name on the ar.cfg file (ar.conf on UNIX), this problably must be causing a conflict to connect. Best Regards Hugo Ruesga perotsystems® US 972.577.7000 MX +52 (33) 3332.3868 P Please consider the environment before printing this email The information contained in and transferred with this electronic message is intended only for the recipient(s) designated above, it is protected by law and it may contain information which is privileged and confidential. If you are not the intended recipient, please do not read, copy, or use it, and do not disclose it to others. Please notify the sender of the delivery error by replying to this message, and then delete it from your system. Thank you. Date: Thu, 18 Jun 2009 13:00:17 +0200 From: vic...@klub.chip.pl Subject: Re: AIE Problem To: arslist@ARSLIST.ORG ** Yes, they are. [AR System Info] # AR System Server connection information for engine-owned AR System # resources. ARServerName: REMEDY7 ARLogin: Demo ARPassword: ARPort: 0 On Thu 18/06/09 12:06 , Matt Worsdell m...@worsy.co.uk sent: This may have been asked yesterday, the Arserver details in EIE.cfg, are they correct? _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _ Actualiza y gana con Windows Live http://www.actualizatuperfil.com.mx/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: AIE Problem
** You really should set a password on your server.. huge security hole. I can understand not sharing it here but please set one then comeback and set it in the aie.cfg as well. Kelly Deaver kdea...@kellydeaver.com (Yes, I work for BMC. This post reflects the opinions of the poster and not the official opinion of BMC) Original Message Subject: Re: AIE ProblemFrom: Victor Olufowobi vic...@klub.chip.plDate: Thu, June 18, 2009 6:00 amTo: arslist@ARSLIST.ORG** Yes, they are. [AR System Info]# AR System Server connection information for engine-owned AR System # resources.ARServerName: REMEDY7ARLogin: DemoARPassword: ARPort:0On Thu 18/06/09 12:06 , Matt Worsdell m...@worsy.co.uk sent: This may have been asked yesterday, the Arserver details in EIE.cfg, arethey correct?_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
Re: AIE Problem
Agreed. Most people use r3m3dy
;)
** You really should set a password on your server.. huge security hole. I
can understand not sharing it here but please set one then comeback and
set it in the aie.cfg as well. Kelly Deaver kdea...@kellydeaver.com
(Yes, I work for BMC. This post reflects the opinions of the poster and
not the official opinion of BMC) Original Message
Subject: Re: AIE Problem
From: Victor Olufowobi
Date: Thu, June 18, 2009 6:00 am
To: arslist@ARSLIST.ORG
** #wmMessage { font-family:Arial, Helvetica,
sans-serif;font-size:12px; } Yes, they are. [AR System Info]
# AR System Server connection information for engine-owned AR System
# resources.
ARServerName: REMEDY7
ARLogin: Demo
ARPassword:
ARPort: 0
On Thu 18/06/09 12:06 , Matt Worsdell m...@worsy.co.uk sent:
This may have been asked yesterday, the Arserver details in EIE.cfg, are
they correct?
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Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the
Answers Are_
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Unexpected updates to the Status-History field
Hi All, I have a question about the Status-History field. Specifically, I am confused about when this field gets updated. My system: ARS 5.1.2 Patch 1313 on Solaris 8 (Sun OS 5.8) ARSperl 1.71 (API 4) and Perl 5.006001 (solaris) According to the BMC documentation: The Status field (Field ID 7) enables you to track the different states a request moves through in its life cycle. The meaning of each individual state helps define the workflow process and you can define any number of states. In addition to keeping track of each state of a request, AR System keeps additional information with the Status field called status history. Status history includes the user name of the person who last changed the state of the request and the date and time that the change occurred. The way I read this, the Status-History for a particular status should only be updated when the value of the Status field (state, as used above) changes. However, I am seeing that the Status-History for a particular Status value is being updated even when the Status has not changed. Example: The Status was manually set to Owned (from Assigned) using the Windows client and the Status-History shows the following correct entry: Owned.Time: 6/18/2009 8:31:36 AM Owned.USER: nlil A couple of minutes later, I added some text to a long text field and updated the record. I did not change the value of the Status field, yet the Status-History field now contains: Owned.Time: 6/18/2009 8:34:05 AM Owned.USER: nlil As part of our normal processing, a Perl script ran a few minutes later and sent an email acknowledgement to the customer. The Perl script uses ARSperl to read various records to collect the relevant information and updates the call log (long text field) to note that the ack. was sent. Subsequent to the Perl script completing, the Status-History field has been updated yet again, even though the Perl script did not update the Status field: Owned.Time: 6/18/2009 8:39:37 AM Owned.USER: Demo It was my belief (up until this behavior was pointed out to me) that neither of the last two updates to the call record should have updated the Status-History values for the Owned status unless the call had moved out of the Owned status and then back into that status again. But that is not the case here. The Status has remained Owned through each of the two updates and yet the Status-History continues to be updated. Is this expected behavior? Can anyone point out what I am missing? Thanks. Larry Larry Robinson n...@ncsu.edu Office of Information Technology NC State University 919-515-5432 Voice Raleigh, NC 27695-7109 919-513-1893 FAX ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: AIE Problem
You're perfectly right Kelly.
.. but this is only my development system. Of course I have no
intention of leaving Administrator password blank on production system
:)
Victor
On Thu 18/06/09 15:13 , Kelly Deaver kdea...@kellydeaver.com sent:
** You really should set a password on your server.. huge security
hole. I can understand not sharing it here but please set one then
comeback and set it in the aie.cfg as well. Kelly Deaver
kdea...@kellydeaver.com [1] (Yes, I work for BMC. This post reflects
the opinions of the poster and not the official opinion of BMC)
Original Message
Subject: Re: AIE Problem
From: Victor Olufowobi
Date: Thu, June 18, 2009 6:00 am
To: arslist@ARSLIST.ORG
** #wmMessage { font-family:Arial, Helvetica,
sans-serif;font-size:12px; } Yes, they are. [AR System Info]
# AR System Server connection information for engine-owned AR System
# resources.
ARServerName: REMEDY7
ARLogin: Demo
ARPassword:
ARPort: 0
On Thu 18/06/09 12:06 , Matt Worsdell m...@worsy.co.uk sent:
This may have been asked yesterday, the Arserver details in
EIE.cfg, are
they correct?
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Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist:
Where the Answers Are_
Links:
--
[1] mailto:kdea...@kellydeaver.com
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Re: Unexpected updates to the Status-History field
Larry, Are either of the subsequent updates setting the status, even if they are setting it to Owned? And you may find that it's a bug in the version you are runningyou are about 3-4 years out of support though... -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of L G Robinson Sent: Thursday, June 18, 2009 7:40 AM To: arslist@ARSLIST.ORG Subject: Unexpected updates to the Status-History field Hi All, I have a question about the Status-History field. Specifically, I am confused about when this field gets updated. My system: ARS 5.1.2 Patch 1313 on Solaris 8 (Sun OS 5.8) ARSperl 1.71 (API 4) and Perl 5.006001 (solaris) According to the BMC documentation: The Status field (Field ID 7) enables you to track the different states a request moves through in its life cycle. The meaning of each individual state helps define the workflow process and you can define any number of states. In addition to keeping track of each state of a request, AR System keeps additional information with the Status field called status history. Status history includes the user name of the person who last changed the state of the request and the date and time that the change occurred. The way I read this, the Status-History for a particular status should only be updated when the value of the Status field (state, as used above) changes. However, I am seeing that the Status-History for a particular Status value is being updated even when the Status has not changed. Example: The Status was manually set to Owned (from Assigned) using the Windows client and the Status-History shows the following correct entry: Owned.Time: 6/18/2009 8:31:36 AM Owned.USER: nlil A couple of minutes later, I added some text to a long text field and updated the record. I did not change the value of the Status field, yet the Status-History field now contains: Owned.Time: 6/18/2009 8:34:05 AM Owned.USER: nlil As part of our normal processing, a Perl script ran a few minutes later and sent an email acknowledgement to the customer. The Perl script uses ARSperl to read various records to collect the relevant information and updates the call log (long text field) to note that the ack. was sent. Subsequent to the Perl script completing, the Status-History field has been updated yet again, even though the Perl script did not update the Status field: Owned.Time: 6/18/2009 8:39:37 AM Owned.USER: Demo It was my belief (up until this behavior was pointed out to me) that neither of the last two updates to the call record should have updated the Status-History values for the Owned status unless the call had moved out of the Owned status and then back into that status again. But that is not the case here. The Status has remained Owned through each of the two updates and yet the Status-History continues to be updated. Is this expected behavior? Can anyone point out what I am missing? Thanks. Larry Larry Robinson n...@ncsu.edu Office of Information Technology NC State University 919-515-5432 Voice Raleigh, NC 27695-7109 919-513-1893 FAX ___ 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: Unexpected updates to the Status-History field
If the Status is assigned the value it already has, this is considered a Status update and will change the Status History values. Otherwise, this behaviour is not what I have seen. Check that workflow does not make an assignment to the Status field including a redundant assignment. Run logging. Also, the modified date field should reflect the same time as the status history update. In any event, this field is generally of limited use since it does NOT track status changes but rather only tracks the last change to any particular status. Cheers Ben Ben Chernys Senior Software Architect Software Tool House Inc. Canada / Deutschland / Germany Mobile: +49 171 380 2329GMT + 1 + [ DST ] Email: mailto:ben.cher...@softwaretoolhouse.com Web: http://www.softwaretoolhouse.com A free notepad for Diary fields: http://www.softwaretoolhouse.com/downloads/DiaryFieldEditor.htm An ARS API scripting tool used for migrations, integrations, imports, reports, extracts, batch jobs: http://www.softwaretoolhouse.com/products/SthMupd -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of L G Robinson Sent: June 18, 2009 3:40 PM To: arslist@ARSLIST.ORG Subject: Unexpected updates to the Status-History field Hi All, I have a question about the Status-History field. Specifically, I am confused about when this field gets updated. My system: ARS 5.1.2 Patch 1313 on Solaris 8 (Sun OS 5.8) ARSperl 1.71 (API 4) and Perl 5.006001 (solaris) According to the BMC documentation: The Status field (Field ID 7) enables you to track the different states a request moves through in its life cycle. The meaning of each individual state helps define the workflow process and you can define any number of states. In addition to keeping track of each state of a request, AR System keeps additional information with the Status field called status history. Status history includes the user name of the person who last changed the state of the request and the date and time that the change occurred. The way I read this, the Status-History for a particular status should only be updated when the value of the Status field (state, as used above) changes. However, I am seeing that the Status-History for a particular Status value is being updated even when the Status has not changed. Example: The Status was manually set to Owned (from Assigned) using the Windows client and the Status-History shows the following correct entry: Owned.Time: 6/18/2009 8:31:36 AM Owned.USER: nlil A couple of minutes later, I added some text to a long text field and updated the record. I did not change the value of the Status field, yet the Status-History field now contains: Owned.Time: 6/18/2009 8:34:05 AM Owned.USER: nlil As part of our normal processing, a Perl script ran a few minutes later and sent an email acknowledgement to the customer. The Perl script uses ARSperl to read various records to collect the relevant information and updates the call log (long text field) to note that the ack. was sent. Subsequent to the Perl script completing, the Status-History field has been updated yet again, even though the Perl script did not update the Status field: Owned.Time: 6/18/2009 8:39:37 AM Owned.USER: Demo It was my belief (up until this behavior was pointed out to me) that neither of the last two updates to the call record should have updated the Status-History values for the Owned status unless the call had moved out of the Owned status and then back into that status again. But that is not the case here. The Status has remained Owned through each of the two updates and yet the Status-History continues to be updated. Is this expected behavior? Can anyone point out what I am missing? Thanks. Larry Larry Robinson n...@ncsu.edu Office of Information Technology NC State University 919-515-5432 Voice Raleigh, NC 27695-7109 919-513-1893 FAX ___ 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: Anybody able to export all ITSM 7.x definitions with DevStudio?
I have to totally agree with CodeBloat and Memory Hogs - whadda you mean this laptop can only support 4GB - that won't run the OS + microsoft office :( and when is the last time you actually looked at your 'task icons' - how come I got about 25 background bits of junk running - but I digress... I've developed a bunch of tools - and I'm working on the process with my company of releasing them to the wild so to say, sort of a good faith relationship Geez if they can build that - lets get them in here on contract to do... - but certain peeps in the company dont see it that way... If they get us in - that is our value add... Oh Well... round and round we go! On Wed, Jun 17, 2009 at 8:11 AM, Guillaume Rheault guilla...@dcshq.comwrote: ** Hey Robert, 50 MB was just something politically correct in this code-bloated day and age!! I totally agree with you that it should be in that 10 KB range. You know if I post to the list that the executable programme should have a KB magnitude, not MB, I may get some hatemail :-) !! Talk about code bloating when Vista needs a minimum of 2 GB of memory to run OK, preferably 4 GB... No wonder why Microsoft is trying to rush Windows 7 to be able to stuff that in the net books ASAP BTW, maybe you should license your Java programme to BMC... Sounds like a good business opportunity!! Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Robert Molenda Sent: Wed 06/17/09 5:03 AM To: arslist@ARSLIST.ORG Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? If you're a coder - search the ARS List - I posted a java chunk that exports the objects to a memory buffer, place simple code to do a 'fopen(),fwrite' pass in there. Also very simple to run through the object list(s), to get everything. What I feel internally is happening, instead of getting the objects in smaller chunks they are building the entire list of objects to pass to the function-call. compiled size of 50MB would be huge :) try something 10K :) Robert Molenda On Tue, Jun 16, 2009 at 10:01 AM, Guillaume Rheault guilla...@dcshq.com wrote: ** That could be the root cause, and if that is the root cause, than that is not a **good ** design Seems to me a good design would be a one in which a small process, let's say 50 MB big, can extract the definitions from the tables, do the formatting/conversion, and dump that into a text file. But what troubles me the most is that this problem has not been effectively addressed and resolved by BMC, BMC being a quite a large company, and having acquired the Remedy Corp 6 years ago from that accident of nature Peregrine. If BMC can devote the resources to RD to create discovery tools like topology discovery, the new CMDB 7.5 stuff and so one and so forth, why can't this simple and old problem be fixed? IMHO, there is not much room for an excuse. -Original Message- From: Action Request System discussion list(ARSList) on behalf of Joe DeSouza Sent: Tue 06/16/09 12:26 PM To: arslist@ARSLIST.ORG Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? I think one of the reasons for that is the ARS tends to reads all the selected objects and loads it into its memory and tries to create a def file from it in a single massive write.. As a result of that when too many objects are selected, the client process soon runs out of memory.. Unlike ARSSmarts maybe? Which may be performing the same action by chunking it? Joe From: Guillaume Rheault guilla...@dcshq.com To: arslist@ARSLIST.ORG Sent: Monday, June 15, 2009 4:24:18 PM Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? ** Thanks for the reply Lyle. I am running DevStudio on my PC which is Windows XP, so I believe I am out of luck, since the extended virtual addressing is only available for Windows server OS. But again I am no Windows expert, so I could be wrong. Here is an interesting article I found about this. http://www.demandtech.com/Resources/Papers/Virtual%20memory%20constraints%20in%2032bit%20Windows.pdf That being said, even with 1250 MB allocated to DevStudio, there should be a way to get all these definitions out of the database and into a text file. It seems to me BMC has not paid enough attention to this problem to really really resolve. If a tool like ARSmarts can in theory export everything (I'll test that shortly), why can't DeveloperStudio? Thanks for your replies Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Lyle Taylor Sent: Mon 06/15/09 4:04 PM To: arslist@ARSLIST.ORG Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? I've never been able to get a JVM much about 1536, but I've never had
Search for full Case ID takes longer than just the number
Anybody have an idea on why it is taking 10 times longer to search for a record using the fully qualified ID than it does when searching using just the number? This is only when searching using query by example (entering the id on the form). Any ideas on where to look/troubleshoot? Search examples: Query By Example using the Case ID field (field 1 on this form) 135303 ...takes about 9 seconds. HD0135303 ...takes about 90 seconds to return?? Advanced search using criteria instead... 'Case ID+' LIKE %135303 ...Takes 95 seconds. 'Case ID+' = HD0135303 ...Takes 10 seconds. It is like it is having to do a full table scan even though this field is obviously indexed. Also, from what I can tell it is just on the Help Desk form; other forms perform well either way. For what it is worth, I am working with ARS 6.0 and Help Desk ITSM 5.6 Thanks, Ken. *** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Search for full Case ID takes longer than just the number
I think you are falling into a QBE match issue. When you use just the number the system pre-pends the prefix onto the number and does an equal search. When you put in the entire number I bet it takes the default QBE for the field. You can verify this by looking at the SQL logs. Wes -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Cecil, Ken Sent: Thursday, June 18, 2009 9:03 AM To: arslist@ARSLIST.ORG Subject: Search for full Case ID takes longer than just the number ** Anybody have an idea on why it is taking 10 times longer to search for a record using the fully qualified ID than it does when searching using just the number? This is only when searching using query by example (entering the id on the form). Any ideas on where to look/troubleshoot? Search examples: Query By Example using the Case ID field (field 1 on this form) 135303 ...takes about 9 seconds. HD0135303 ...takes about 90 seconds to return?? Advanced search using criteria instead... 'Case ID+' LIKE %135303 ...Takes 95 seconds. 'Case ID+' = HD0135303 ...Takes 10 seconds. It is like it is having to do a full table scan even though this field is obviously indexed. Also, from what I can tell it is just on the Help Desk form; other forms perform well either way. For what it is worth, I am working with ARS 6.0 and Help Desk ITSM 5.6 Thanks, Ken. *** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated** _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: Unexpected updates to the Status-History field
Thanks to LJ and Ben. You were both correct. Logging revealed that there was a filter that was explicitly setting the Status field without checking to see if it was different from it's current value. A simple qualification on the filter has corrected the problem. You guys are great! Now how do I explain to my users that we have 10 years of questionable Status-History data. I guess if this is the first time that anyone has noticed, then the impact may not be too large. :-) Thanks again. Larry On Jun 18, 2009, at 9:49 AM, LJ Longwing wrote: Larry, Are either of the subsequent updates setting the status, even if they are setting it to Owned? And you may find that it's a bug in the version you are runningyou are about 3-4 years out of support though... On Jun 18, 2009, at 9:49 AM, Ben Chernys wrote: If the Status is assigned the value it already has, this is considered a Status update and will change the Status History values. Otherwise, this behaviour is not what I have seen. Check that workflow does not make an assignment to the Status field including a redundant assignment. Run logging. Also, the modified date field should reflect the same time as the status history update. In any event, this field is generally of limited use since it does NOT track status changes but rather only tracks the last change to any particular status. Cheers Ben Ben Chernys Senior Software Architect Software Tool House Inc. Canada / Deutschland / Germany Mobile: +49 171 380 2329GMT + 1 + [ DST ] Email: mailto:ben.cher...@softwaretoolhouse.com Web: http://www.softwaretoolhouse.com A free notepad for Diary fields: http://www.softwaretoolhouse.com/downloads/DiaryFieldEditor.htm An ARS API scripting tool used for migrations, integrations, imports, reports, extracts, batch jobs: http://www.softwaretoolhouse.com/products/SthMupd -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of L G Robinson Sent: June 18, 2009 3:40 PM To: arslist@ARSLIST.ORG Subject: Unexpected updates to the Status-History field Hi All, I have a question about the Status-History field. Specifically, I am confused about when this field gets updated. My system: ARS 5.1.2 Patch 1313 on Solaris 8 (Sun OS 5.8) ARSperl 1.71 (API 4) and Perl 5.006001 (solaris) According to the BMC documentation: The Status field (Field ID 7) enables you to track the different states a request moves through in its life cycle. The meaning of each individual state helps define the workflow process and you can define any number of states. In addition to keeping track of each state of a request, AR System keeps additional information with the Status field called status history. Status history includes the user name of the person who last changed the state of the request and the date and time that the change occurred. The way I read this, the Status-History for a particular status should only be updated when the value of the Status field (state, as used above) changes. However, I am seeing that the Status-History for a particular Status value is being updated even when the Status has not changed. Example: The Status was manually set to Owned (from Assigned) using the Windows client and the Status-History shows the following correct entry: Owned.Time: 6/18/2009 8:31:36 AM Owned.USER: nlil A couple of minutes later, I added some text to a long text field and updated the record. I did not change the value of the Status field, yet the Status-History field now contains: Owned.Time: 6/18/2009 8:34:05 AM Owned.USER: nlil As part of our normal processing, a Perl script ran a few minutes later and sent an email acknowledgement to the customer. The Perl script uses ARSperl to read various records to collect the relevant information and updates the call log (long text field) to note that the ack. was sent. Subsequent to the Perl script completing, the Status-History field has been updated yet again, even though the Perl script did not update the Status field: Owned.Time: 6/18/2009 8:39:37 AM Owned.USER: Demo It was my belief (up until this behavior was pointed out to me) that neither of the last two updates to the call record should have updated the Status-History values for the Owned status unless the call had moved out of the Owned status and then back into that status again. But that is not the case here. The Status has remained Owned through each of the two updates and yet the Status-History continues to be updated. Is this expected behavior? Can anyone point out what I am missing? Thanks. Larry Larry Robinson n...@ncsu.edu Office of Information Technology NC State University 919-515-5432 Voice Raleigh, NC 27695-7109 919-513-1893 FAX
Re: AIE Problem
password -- seems to be common too ;)
-John
On Jun 18, 2009, at 8:21 AM, Matt Worsdell wrote:
Agreed. Most people use r3m3dy
;)
** You really should set a password on your server.. huge security
hole. I
can understand not sharing it here but please set one then comeback
and
set it in the aie.cfg as well. Kelly Deaver kdea...@kellydeaver.com
(Yes, I work for BMC. This post reflects the opinions of the poster
and
not the official opinion of BMC) Original Message
Subject: Re: AIE Problem
From: Victor Olufowobi
Date: Thu, June 18, 2009 6:00 am
To: arslist@ARSLIST.ORG
** #wmMessage { font-family:Arial, Helvetica,
sans-serif;font-size:12px; } Yes, they are. [AR System Info]
# AR System Server connection information for engine-owned AR System
# resources.
ARServerName: REMEDY7
ARLogin: Demo
ARPassword:
ARPort: 0
On Thu 18/06/09 12:06 , Matt Worsdell m...@worsy.co.uk sent:
This may have been asked yesterday, the Arserver details in EIE.cfg,
are
they correct?
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John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
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john.sundb...@kineticdata.com
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Re: Appending Values to Char field from a List
Dave, That makes sense, especially if your Active Link Set Fields action is to use the first matching request. You could add a zTmp_Item and attach the menu to it with append check box Unchecked. Use the same active link to set the concatenated Items into the Item field while you are setting the concatenated Services into the Servcie Affected field. One for each selection from the display only filed with the menu. If it is critical to have this dynamic listing you may want to consider a child form and Table Field. Use the Item menu to select the pair and push them to the child form with a GUID ( or request ID) Then refresh the table to show the values. Hope this helps, --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Boylan, David Sent: Wednesday, June 17, 2009 3:45 PM To: arslist@ARSLIST.ORG Subject: Re: Appending Values to Char field from a List If its a drop down character field, click the Append option. Joe Joe, This is what I did for the Item field but the problem is with the field that is being set - Services Affected. It will only set one value. I can append (and do) the Item. But one such problem is when I select more than one, say bc-bh-r; cw-cit-r ;dd-davol1-r it I only get the first Service in the Services Affected field which is just a plain character field with no menu. I need it to be in the Item field $Item$; $Item$: etc and the Services Affected field $Services$; $Services$; etc. Thanks, Dave _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
Integration - Turn Around Time
Hello List, I'm working on integrating ITSM 7 (ARS 7.1) with other service management applications of multiple organizations located in varied geographies. A middleware will be used to communicate with the end point applications. It will be a one-to-many, bi-directional integration. Main features that are expected in this integration are: 1. message validation 2. message translation 3. guaranteed delivery of the messages 4. sequencing of the messages One of the key requirements is to be able to process every message (or average) within 60 seconds. What has been your experience on time required in processing messages in such integration applications? Is 60 seconds reasonable time for processing messages considering load scenarios where we there may be several hundred messages to be processed for publishing consuming? Thanks Regards, Phani Please help Logica to respect the environment by not printing this email / Pour contribuer comme Logica au respect de l'environnement, merci de ne pas imprimer ce mail / Bitte drucken Sie diese Nachricht nicht aus und helfen Sie so Logica dabei die Umwelt zu schuetzen / Por favor ajude a Logica a respeitar o ambiente nao imprimindo este correio electronico. This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
How do you track requests for design, consulting, setup?
Hi all, I want to poll you guys about how requests for design, consulting, or project related work etc are tracked (as opposed to breakfixes) in your invironment. Using which processes and what tracking system/modules. Say somebody (a Customer) is requesting (Server Group) that 3 servers be purchased and setup a certain way for use by area x in your environment. How would this request follow and be tracked in your environment? Let me give this a try myself...you guys add/remove/correct, provide alternatives, or just tell me what happens in your organization. And tell me which parts are generally tracked in Remedy (say in BMC's standard products). Customer opens a request to Server Group for the whole work in... a Work Order system (internal or external to Remedy)? Service Request system? Is it common to use Remedy's SRM for this? I think a good way to do this would be to have a service catalog defined and on the SRM module request for this service, right? If you don't have SRM module, and say you have only ITSM...you may use an Incident with a Type=request to indicate it's a request for a service and not a breakfix? Then the Server Group would place PO their usual way, fi they need to get new servers. inside or outside of Remedy. If it's being done in Remedy...if you have SRM, you would use a Work Order. Correct? Servers get in...it's configured, say by Servers Group. Then any extra work beyond basic setup is done by Server Group. CMDB or Asset database or whatever system of record is updated. Customer is happy, Server Group is done, and may be got some money for their service. . I actually have Help Desk 5.0. That's not a typo. But I would love to hear the flow in any environment. I am trying to look beyond what I can do right now to what the future can be. Thanks in advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Search for full Case ID takes longer than just the number
I captured a database log of searching using both ways. The where clause on each is identical and has the full case id in it. All of the SQL queries in the log are identical. The total time for all the DB activity is pretty close too. It appears that the delay is occurring after all the DB activity; happening when the client is preparing to display the result. Any other ideas on logs I should compare or why displaying the result from the full id search is taking a lot longer? Thanks, Ken. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nichols, Wesley D CTR USAF AFMC 72 CS/SCBAF Sent: Thursday, June 18, 2009 10:26 AM To: arslist@ARSLIST.ORG Subject: Re: Search for full Case ID takes longer than just the number I think you are falling into a QBE match issue. When you use just the number the system pre-pends the prefix onto the number and does an equal search. When you put in the entire number I bet it takes the default QBE for the field. You can verify this by looking at the SQL logs. Wes -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Cecil, Ken Sent: Thursday, June 18, 2009 9:03 AM To: arslist@ARSLIST.ORG Subject: Search for full Case ID takes longer than just the number ** Anybody have an idea on why it is taking 10 times longer to search for a record using the fully qualified ID than it does when searching using just the number? This is only when searching using query by example (entering the id on the form). Any ideas on where to look/troubleshoot? Search examples: Query By Example using the Case ID field (field 1 on this form) 135303 ...takes about 9 seconds. HD0135303 ...takes about 90 seconds to return?? Advanced search using criteria instead... 'Case ID+' LIKE %135303 ...Takes 95 seconds. 'Case ID+' = HD0135303 ...Takes 10 seconds. It is like it is having to do a full table scan even though this field is obviously indexed. Also, from what I can tell it is just on the Help Desk form; other forms perform well either way. For what it is worth, I am working with ARS 6.0 and Help Desk ITSM 5.6 Thanks, Ken. *** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated** _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 email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Senior Remedy Consultant available
Any companies looking for Senior Level Consultant should snag Mr. Cook quickly; he is up there with the best of the best! Doug Tanner Compass Group, The Americas Manager, Enterprise Workflow Remedy Skilled Professional (RSP) (Former - Remedy Approved Consultant) From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Wednesday, June 17, 2009 5:07 PM To: arslist@ARSLIST.ORG Subject: Senior Remedy Consultant available ** Due to a miscommunication between my current client and the agency that placed me here, I just found out that the contract that I expected to carry me through the summer is ending abruptly at the end of June. That means that I am available pretty much immediately for upcoming Remedy and/or ITSM implementation and/or customization work. I am ITIL certified, I have 12 years experience with AR System, 3+ years of ITSM 7 experience, and have even installed ITSM 7.5 and played a bit with that. My documentation skills are excellent, and I am also an experienced and certified Remedy trainer. I have the ability to work comfortably alone, or as any part of a team. I am based in Seattle, and can work remotely, but am willing to travel as necessary. I prefer to work on the West coast, but anywhere in the U.S. is open for the right project. Rates are negotiable, depending on the work, duration, and location. My resume and references are available on request. Rick Cook Remedy Approved Consultant 253-278-4112 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Search for full Case ID takes longer than just the number
Ken, You need to look at all of these things: Server side logs: API, SQL, FILTER Client side logs: Active Links, Macros ( You know.. the whole ball of wax.) The flow basically (roughly off the top of my head) goes like this: Starting with the window already open in search mode with all the values filled in. Client Starts to do the query: Active links on Query (and maybe other execute on conditions) Client sends API call to the AR server ARServer sends SQL to DB.(Start API log times) Start DB log times DB does it works... and returns results to AR Server. End DB log times ARServer gets data ARServer may do Filters on (Get Entry) ARServer returns data to the client. (end API logs time) Client may do more Active Links (window Open(?),After Query,Loaded,...) Client may refresh table fields (depending on field definition and/or Client configurations) Which could trigger more active links on the client. User sees that the Client has completed the query. I am sure that my estimate above missed a few things. I may have even got some of them in the wrong order. (The docs kind of cover the order of these processes, but not very clearly in my opinion.) However, the point is that lots of things are going to happen even when the input search conditions are very simple. Look at all of the details and you can find the cause. You may also need to look at things outside of ARS to. Things like: DB performance, ARSystem Server(host) performance, Network traffic load, Load balancer (if they are involved), Web servers (if your using the Mid-Tier and not the User Tool), and maybe even local client CPU/Memory loads too. Performance tuning/trouble shooting can be a big task. Good luck. FWIW: To avoid a bit of confusion about what query is actually being done. I suggest that you issue all of your search with the Advanced Search Bar (ASB) for testing. AR System does not muck with them as much as if you use the Search by Example (SBE) features. Obviously that is not what your users are going to be doing, but I would still start there and then work your way out to using SBE and ASB. And if needed only using SBE conditions last. HTH. -- 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 Thu, Jun 18, 2009 at 11:29 AM, Cecil, Kenkce...@hubbell.com wrote: I captured a database log of searching using both ways. The where clause on each is identical and has the full case id in it. All of the SQL queries in the log are identical. The total time for all the DB activity is pretty close too. It appears that the delay is occurring after all the DB activity; happening when the client is preparing to display the result. Any other ideas on logs I should compare or why displaying the result from the full id search is taking a lot longer? Thanks, Ken. snip -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Cecil, Ken Sent: Thursday, June 18, 2009 9:03 AM To: arslist@ARSLIST.ORG Subject: Search for full Case ID takes longer than just the number ** Anybody have an idea on why it is taking 10 times longer to search for a record using the fully qualified ID than it does when searching using just the number? This is only when searching using query by example (entering the id on the form). Any ideas on where to look/troubleshoot? Search examples: Query By Example using the Case ID field (field 1 on this form) 135303 ...takes about 9 seconds. HD0135303 ...takes about 90 seconds to return?? Advanced search using criteria instead... 'Case ID+' LIKE %135303 ...Takes 95 seconds. 'Case ID+' = HD0135303 ...Takes 10 seconds. It is like it is having to do a full table scan even though this field is obviously indexed. Also, from what I can tell it is just on the Help Desk form; other forms perform well either way. For what it is worth, I am working with ARS 6.0 and Help Desk ITSM 5.6 Thanks, Ken. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Integration - Turn Around Time
You're describing the exact scenario for which enterprise messaging was designed. I recently helped a customer build an integration solution between AR System and a couple of external systems. They had already decided on a message queuing system, because they needed something scalable, robust, and decoupled from the applications themselves. The also needed messages to arrive in sequence, with guaranteed delivery. The customer in question had settled on Weblogic MQ, but they could just as easily picked ActiveMQ, WebsphereMQ, SonicMQ, etc. We had time only for a proof of concept, and there was no way we could even consider building something from scratch, so we decided to go with Java System Solutions' XML Gateway. Full JMS capabilities are now built right into the gateway, so it's just a matter of configuration. Creating the interface forms in Remedy was a piece of cake, of course. And we had the gateway templates ready to run with a modicum of effort. (Side note: Have you noticed development is always significantly faster on the Remedy side? Over the past decade or so I can't tell you how many times I've said, We're ready to test, and the team on the other end is still firing up Visual Studio or Eclipse or whatever.) The transfer speeds we saw in the POC were phenomenal. We didn't have time to test everything under high load conditions, but I have to think we would have fared pretty well since the solution can be scaled up by adding threads to AR System, XML Gateway, etc. Naturally, all situations are different. If the payload size is very large, the network is already swamped with traffic, or your hardware is underpowered, you'll hit the wall sooner than later. For all the requirements you list below, along with fault tolerance, scalability, flexibility, and ease of use, you can't beat XML Gateway. http://www.javasystemsolutions.com/jss/xmlgateway --Tim (No, I do not work tor Java System Solutions.) From: HonnourPrahalladachar, PhaniRaja phaniraja.honnourprahalladac...@logica.com To: arslist@ARSLIST.ORG Sent: Thursday, June 18, 2009 10:10:24 AM Subject: [ARSLIST] Integration - Turn Around Time ** Hello List, I’m working on integrating ITSM 7 (ARS 7.1) with other service management applications of multiple organizations located in varied geographies. A middleware will be used to communicate with the end point applications. It will be a one-to-many, bi-directional integration. Main features that are expected in this integration are: 1. message validation 2. message translation 3. guaranteed delivery of the messages 4. sequencing of the messages One of the key requirements is to be able to process every message (or average) within 60 seconds. What has been your experience on time required in processing messages in such integration applications? Is 60 seconds reasonable time for processing messages considering load scenarios where we there may be several hundred messages to be processed for publishing consuming? Thanks Regards, Phani Please help Logica to respect the environment by not printing this email / Pour contribuer comme Logica au respect de l'environnement, merci de ne pas imprimer ce mail / Bitte drucken Sie diese Nachricht nicht aus und helfen Sie so Logica dabei die Umwelt zu schuetzen / Por favor ajude a Logica a respeitar o ambiente não imprimindo este correio electrónico.This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. _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: How do you track requests for design, consulting, setup?
Let me simplify the question. Can you just tell me, what is this kind of request called and where would somebody enter/track it in your environment?... I need a Windows 2003 server and have MSSQL xyz be installed on it. I need consulting (advice/design) on what is the best way to design my new department's local network? On Thu, Jun 18, 2009 at 11:23 AM, Ray T.cool.deve...@gmail.com wrote: Hi all I want to poll you guys about how requests for design, consulting, or project related work etc are tracked (as opposed to breakfixes) in your invironment. Using which I and what tracking system/modules. Say somebody (a Customer) is requesting (Server Group) that 3 servers be purchased and setup a certain way for use by area x in your environment. How would this request follow and be tracked in your environment? Let me give this a try myself...you guys add/remove/correct, provide alternatives, or just tell me what happens in your organization. And tell me which parts are generally tracked in Remedy (say in BMC's standard products). Customer opens a request to Server Group for the whole work in... a Work Order system (internal or external to Remedy)? Service Request system? Is it common to use Remedy's SRM for this? I think a good way to do this would be to have a service catalog defined and on the SRM module request for this service, right? If you don't have SRM module, and say you have only ITSM...you may use an Incident with a Type=request to indicate it's a request for a service and not a breakfix? Then the Server Group would place PO their usual way, fi they need to get new servers. inside or outside of Remedy. If it's being done in Remedy...if you have SRM, you would use a Work Order. Correct? Servers get in...it's configured, say by Servers Group. Then any extra work beyond basic setup is done by Server Group. CMDB or Asset database or whatever system of record is updated. Customer is happy, Server Group is done, and may be got some money for their service. . I actually have Help Desk 5.0. That's not a typo. But I would love to hear the flow in any environment. I am trying to look beyond what I can do right now to what the future can be. Thanks in advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Integration - Turn Around Time
Phani, Tim, has it correct. Also you need to factor in notifications, slas, number of users, reporting, how much data will the need to search on for this interface and the list can go on and on. I think you need to factor in the back end processing before saying that 60 seconds is a good number. Howard On Thu, Jun 18, 2009 at 11:10 AM, HonnourPrahalladachar, PhaniRaja phaniraja.honnourprahalladac...@logica.com wrote: ** Hello List, I’m working on integrating ITSM 7 (ARS 7.1) with other service management applications of multiple organizations located in varied geographies. A middleware will be used to communicate with the end point applications. It will be a one-to-many, bi-directional integration. Main features that are expected in this integration are: 1. message validation 2. message translation 3. guaranteed delivery of the messages 4. sequencing of the messages One of the key requirements is to be able to process every message (or average) within 60 seconds. What has been your experience on time required in processing messages in such integration applications? Is 60 seconds reasonable time for processing messages considering load scenarios where we there may be several hundred messages to be processed for publishing consuming? Thanks Regards, Phani Please help Logica to respect the environment by not printing this email / Pour contribuer comme Logica au respect de l'environnement, merci de ne pas imprimer ce mail / Bitte drucken Sie diese Nachricht nicht aus und helfen Sie so Logica dabei die Umwelt zu schuetzen / Por favor ajude a Logica a respeitar o ambiente não imprimindo este correio electrónico. This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Integration - Turn Around Time
Just a note on Java System Solution! Did an evaluation of XMLGateway a few years ago. The support from Java System Solution was outstanding! Enhancments was added to the application in just days! (at that time the application did not fit our requirement, but it would have done today!) -- Jarl 2009/6/18 Tim Widowfield tim_widowfi...@yahoo.com: ** You're describing the exact scenario for which enterprise messaging was designed. I recently helped a customer build an integration solution between AR System and a couple of external systems. They had already decided on a message queuing system, because they needed something scalable, robust, and decoupled from the applications themselves. The also needed messages to arrive in sequence, with guaranteed delivery. The customer in question had settled on Weblogic MQ, but they could just as easily picked ActiveMQ, WebsphereMQ, SonicMQ, etc. We had time only for a proof of concept, and there was no way we could even consider building something from scratch, so we decided to go with Java System Solutions' XML Gateway. Full JMS capabilities are now built right into the gateway, so it's just a matter of configuration. Creating the interface forms in Remedy was a piece of cake, of course. And we had the gateway templates ready to run with a modicum of effort. (Side note: Have you noticed development is always significantly faster on the Remedy side? Over the past decade or so I can't tell you how many times I've said, We're ready to test, and the team on the other end is still firing up Visual Studio or Eclipse or whatever.) The transfer speeds we saw in the POC were phenomenal. We didn't have time to test everything under high load conditions, but I have to think we would have fared pretty well since the solution can be scaled up by adding threads to AR System, XML Gateway, etc. Naturally, all situations are different. If the payload size is very large, the network is already swamped with traffic, or your hardware is underpowered, you'll hit the wall sooner than later. For all the requirements you list below, along with fault tolerance, scalability, flexibility, and ease of use, you can't beat XML Gateway. http://www.javasystemsolutions.com/jss/xmlgateway --Tim (No, I do not work tor Java System Solutions.) From: HonnourPrahalladachar, PhaniRaja phaniraja.honnourprahalladac...@logica.com To: arslist@ARSLIST.ORG Sent: Thursday, June 18, 2009 10:10:24 AM Subject: [ARSLIST] Integration - Turn Around Time ** Hello List, I’m working on integrating ITSM 7 (ARS 7.1) with other service management applications of multiple organizations located in varied geographies. A middleware will be used to communicate with the end point applications. It will be a one-to-many, bi-directional integration. Main features that are expected in this integration are: message validation message translation guaranteed delivery of the messages sequencing of the messages One of the key requirements is to be able to process every message (or average) within 60 seconds. What has been your experience on time required in processing messages in such integration applications? Is 60 seconds reasonable time for processing messages considering load scenarios where we there may be several hundred messages to be processed for publishing consuming? Thanks Regards, Phani Please help Logica to respect the environment by not printing this email / Pour contribuer comme Logica au respect de l'environnement, merci de ne pas imprimer ce mail / Bitte drucken Sie diese Nachricht nicht aus und helfen Sie so Logica dabei die Umwelt zu schuetzen / Por favor ajude a Logica a respeitar o ambiente não imprimindo este correio electrónico. This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. _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: Integration - Turn Around Time
We too have written systems to do this. A key piece to consider - is the manageability. - when passwords change -- how do they get changed - when things q - because of issues -- how to you restart the q - how do you know they are queing - do you have the situation -- where you need to cancel a sent message - how do you do that. So - the technicals -- getting a to talk to b and back to a -- in 60 seconds -- easy!!! To build it to be managed - by somebody other than the developer in a 7x24 situation -- priceless :) -John On Jun 18, 2009, at 10:10 AM, HonnourPrahalladachar, PhaniRaja wrote: ** Hello List, I’m working on integrating ITSM 7 (ARS 7.1) with other service management applications of multiple organizations located in varied geographies. A middleware will be used to communicate with the end point applications. It will be a one-to-many, bi-directional integration. Main features that are expected in this integration are: message validation message translation guaranteed delivery of the messages sequencing of the messages One of the key requirements is to be able to process every message (or average) within 60 seconds. What has been your experience on time required in processing messages in such integration applications? Is 60 seconds reasonable time for processing messages considering load scenarios where we there may be several hundred messages to be processed for publishing consuming? Thanks Regards, Phani Please help Logica to respect the environment by not printing this email / Pour contribuer comme Logica au respect de l'environnement, merci de ne pas imprimer ce mail / Bitte drucken Sie diese Nachricht nicht aus und helfen Sie so Logica dabei die Umwelt zu schuetzen / Por favor ajude a Logica a respeitar o ambiente não imprimindo este correio electrónico. This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Enable server information for version 7.1
This functionality has been moved into a form in the User tool. Go to Server Administration Console - Application - Users - License Review. There is _usually_ no need to re-enable the functionality in the admin tool. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of CONDREA, Daniel Sent: Wednesday, June 17, 2009 6:03 AM To: arslist@ARSLIST.ORG Subject: Re: Enable server information for version 7.1 Thank you very much Mark. It works on Vista. Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Walters, Mark Sent: Wednesday, June 17, 2009 12:19 PM To: arslist@ARSLIST.ORG Subject: Re: Enable server information for version 7.1 There are two registry entries that need to be added on the machine running the Admin Tool to enable the licensing and server info options under the File menu. They are both of type REG_BINARY and should be set to 01; HKEY_LOCAL_MACHINE\SOFTWARE\Remedy\Remedy Administrator\ShowServerInfo HKEY_LOCAL_MACHINE\SOFTWARE\Remedy\Remedy Administrator\ShowLicenses Note that if you're running the Admin Tool on a 64-bit client they would be under; HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Remedy\Remedy Administrator Mark Walters 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 support representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of CONDREA, Daniel Sent: 17 June 2009 10:01 To: arslist@ARSLIST.ORG Subject: Enable server information for version 7.1 Hello all, I am trying to list current connected users. In version 6.3 this can be done from de admin tool. In theory the same thing can be done using BMC user tool and the administration console, but so far I was unable to do it. I can not remember how but the old functionality can be reactivated in the BMC admin tool. Can you help me please to get a list of current connected users or how to enable the old functionality from the admin tool on the admin tool version 7.1? Thank you very much, Daniel Condrea *DISCLAIMER* The information contained in this communication is confidential and may be legally privileged. It is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking action in reliance of the contents of this information is strictly prohibited and may be unlawful. Orange Romania S.A. is neither liable for the proper, complete transmission of the information contained in this communication nor any delay in its receipt. *END OF DISCLAIMER* ___ 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 ___ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM 7 on SQL 2005 - Performance Tuning and Clean-up
Hi, You got any document,please forward to me,if you have.. Thanks Eli Schilling wrote: Good afternoon all! Can anyone point me to a good performance tuning document/guide for ITSM 7? We don't have a very large implementation (in my opinion) but the database seems to be overgrown and we have been experiencing intermittent performance degredation lately. What I'm looking for primarily are forms that contain throwaway data to be deleted on a regular interval and anything else I can use to trim down the size of the database. Thanks in advance! Eli The contents of this message, together with any attachments, are intended only for the use of the individual or entity to which they are addressed and may contain information that is legally privileged, confidential or otherwise exempt from disclosure. If you are not the intended recipient, you are prohibited from disseminating, distributing, or copying this message or any attachment. If you have received this message by mistake, please let the sender know by email reply and immediately delete this message, along with any attachments, from your system. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- View this message in context: http://n2.nabble.com/ITSM-7-on-SQL-2005---Performance-Tuning-and-Clean-up-tp3069208p3115699.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Anybody able to export all ITSM 7.x definitions with DevStudio?
I doubt that has much to do with it. The JVM needs memory of its own that is separate from (but in the same Windows process memory space) the heap allocated to the java program that it uses for internal purposes. For example, when you load a class into the JVM (not instantiate), it will take up a certain amount of memory to keep track of that class, its definition, etc. This is stored in the JVM's memory space, but not on the application's heap. When you instantiate the class, the instance of the class will be stored on the heap. The more complex your application (the more classes you have), the more memory the JVM will have to set aside for housekeeping (keeping tracking of the class definitions, etc.), and the less you will have for your heap. DevStudio (Eclipse IDE with BMC plugins) is a complex application, so I suspect that the complexity of the application is the primary limiting factor on how much heap you can allocate for the program rather than how much free memory is on the machine (especially when there is more free memory than the 2GB process limit). Having a full GB of extra free memory above what your process can even consume isn't going to help much - it's not even going to affect it. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, June 16, 2009 1:02 PM To: arslist@ARSLIST.ORG Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? ** That kind of explains why you cannot raise it beyond the limit you said. If you want to use more than what you have set, try increasing your client memory. For eg. if you want your max memory around 2048 MB, make sure that just before launching DevStudio you have at least about 3400 MB of 'available free physical memory'. Which might mean you might have to use a client PC that has about 4 GB of 'Total Memory' Mind you there is a difference between 'Total Available memory' and 'Total Available Free Memory'. Joe From: Guillaume Rheault guilla...@dcshq.com To: arslist@ARSLIST.ORG Sent: Tuesday, June 16, 2009 12:48:15 PM Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? ** Not quite, I have about 2.5 GB of physical memory available before launching DevStudio Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Joe DeSouza Sent: Tue 06/16/09 12:35 PM To: arslist@ARSLIST.ORG Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? Let me sport a guess here.. your client where you are running your DevStudio client from has available physical memory of about 1.8 to 2.2 GB before you launch DevStudio with any setting above 1354 MB?? Joe From: Guillaume Rheault guilla...@dcshq.com To: arslist@ARSLIST.ORG Sent: Monday, June 15, 2009 3:59:15 PM Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? ** Actually the maximum memory setting that I can specify in my devstudio.ini is 1354 MB: -vmargs -Xms64m -Xmx1354m This is really weird -Original Message- From: Action Request System discussion list(ARSList) on behalf of Guillaume Rheault Sent: Mon 06/15/09 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? David, I cannot increase my maximum memory JRE setting for DevStudio past 1280 MB. Shouldn't I be able to increase it to 2048 MB? What is the maximum memory setting for DevStudio? Thanks, Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Easter, David Sent: Mon 06/15/09 3:41 PM To: arslist@ARSLIST.ORG Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? In AR System 7.5.00, the timeout for the C and Java APIs was increased to 8 hours. That was to address the ARERR 93 that is received on large exports, which represents a timeout. The issue below is stated as running out of memory, which sounds like a different issue. -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black Sent: Monday, June 15, 2009 12:19 PM To: arslist@ARSLIST.ORG Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? Guillaume, I have not tested it with DS.(DevStudio) This issue has been discussed on ARSList (and reported to the vendor) multiple times across multiple version(AKA: years). However, in previous Admin
Re: Anybody able to export all ITSM 7.x definitions with DevStudio?
Can someone use a profiler to see what is actually going on in the IDE? Can you confirm or deny the IDE is attempting to instantiate every workflow/form object stored on the arserver? http://java.sun.com/developer/onlineTraining/Programming/JDCBook/perf3.html http://eclipsecolorer.sourceforge.net/index_profiler.html http://www.theserverside.com/tt/articles/article.tss?l=EclipseProfiler http://help.eclipse.org/help32/topic/org.eclipse.tptp.platform.doc.user/samples/setrcanl.htm If there is a design flaw, compile the data that is a proof, then send that to BMC. Include the current design and also propose an alternative approach based on the information you can gather. See where it goes with this approach. Axton Grams 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. On Thu, Jun 18, 2009 at 3:58 PM, Lyle Taylortayl...@ldschurch.org wrote: ** I doubt that has much to do with it. The JVM needs memory of its own that is separate from (but in the same Windows process memory space) the heap allocated to the java program that it uses for internal purposes. For example, when you load a class into the JVM (not instantiate), it will take up a certain amount of memory to keep track of that class, its definition, etc. This is stored in the JVM’s memory space, but not on the application’s heap. When you instantiate the class, the instance of the class will be stored on the heap. The more complex your application (the more classes you have), the more memory the JVM will have to set aside for housekeeping (keeping tracking of the class definitions, etc.), and the less you will have for your heap. DevStudio (Eclipse IDE with BMC plugins) is a complex application, so I suspect that the complexity of the application is the primary limiting factor on how much heap you can allocate for the program rather than how much free memory is on the machine (especially when there is more free memory than the 2GB process limit). Having a full GB of extra free memory above what your process can even consume isn’t going to help much – it’s not even going to affect it. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, June 16, 2009 1:02 PM To: arslist@ARSLIST.ORG Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? ** That kind of explains why you cannot raise it beyond the limit you said. If you want to use more than what you have set, try increasing your client memory. For eg. if you want your max memory around 2048 MB, make sure that just before launching DevStudio you have at least about 3400 MB of 'available free physical memory'. Which might mean you might have to use a client PC that has about 4 GB of 'Total Memory' Mind you there is a difference between 'Total Available memory' and 'Total Available Free Memory'. Joe From: Guillaume Rheault guilla...@dcshq.com To: arslist@ARSLIST.ORG Sent: Tuesday, June 16, 2009 12:48:15 PM Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? ** Not quite, I have about 2.5 GB of physical memory available before launching DevStudio Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Joe DeSouza Sent: Tue 06/16/09 12:35 PM To: arslist@ARSLIST.ORG Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? Let me sport a guess here.. your client where you are running your DevStudio client from has available physical memory of about 1.8 to 2.2 GB before you launch DevStudio with any setting above 1354 MB?? Joe From: Guillaume Rheault guilla...@dcshq.com To: arslist@ARSLIST.ORG Sent: Monday, June 15, 2009 3:59:15 PM Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? ** Actually the maximum memory setting that I can specify in my devstudio.ini is 1354 MB: -vmargs -Xms64m -Xmx1354m This is really weird -Original Message- From: Action Request System discussion list(ARSList) on behalf of Guillaume Rheault Sent: Mon 06/15/09 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: Anybody able to export all ITSM 7.x definitions with DevStudio? David, I cannot increase my maximum memory JRE setting for DevStudio past 1280 MB. Shouldn't I be able to increase it to 2048 MB? What is the maximum memory setting for DevStudio? Thanks, Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Easter, David Sent: Mon 06/15/09 3:41 PM To: arslist@ARSLIST.ORG Subject: Re: Anybody able to export all ITSM 7.x definitions
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