Re: Remedy API and gcc on Redhat Linux

[Axton]

I'm not sure why you would need 4.4.1.  Why don't you post the
compiler/linker output and the build options.

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, Aug 20, 2009 at 4:24 PM, Marty.Thorin
wrote:

> **
>
> Good afternoon:
> I tried to compile the out-of-the-box program 'driver'.  It
> compiled but would not link.  When I asked BMC I was informed my copy of gcc
> (3.4.6) is too old and I need to upgrade to 4.4.1.
>
> I downloaded 4.4.1 today but it looks like I need to build the gcc
> compiler!?!  This is not a small task.  So I figure I must have done
> something wrong.  Does anyone know where to download gcc 4.4.1 for Redhat in
> a tar or zip file?
>
> Thank you,
> Thorin
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> Are"_

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Re: Remedy Email Error : Client does not have permissions to send as this sender

[Raj]

There is a incoming mailbox setup using POP3 but it is disabled.
Again, I got the same error message as earlier : saying: client does
not have permissions to send as this sender.

I don't know why I am getting this again.

Also, I have a questions , does it has something to do with login
credentials.

As we have username as RemedySA and password is already entered in the
password field but we don't knw the password.
I asked the RemedyAdmin at my work place, even she don't know the
password.

Is it something to do with password of RemedySA ?

Thanks,
Ravi

On Aug 20, 5:27 pm, Lyle Taylor  wrote:
> I'm not sure your change has anything to do with this.  Looking closer at the 
> error, it looks like it's failing while connecting to a POP3 server.  Do you 
> have an incoming mailbox configured using POP3?  If so, I would validate your 
> configuration settings to make sure that you're going to the correct place, 
> including the correct port.
>
> Lyle
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Kiran, Ravi
> Sent: Thursday, August 20, 2009 5:19 PM
> To: arsl...@arslist.org
> Subject: Re: Remedy Email Error : Client does not have permissions to send as 
> this sender
>
> **
> changed the sender email address to remed...@, And in the exchange 
> server, the username for remedy is RemedySA.
>
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Howard Richter
> Sent: Thursday, August 20, 2009 5:15 PM
> To: arsl...@arslist.org
> Subject: Re: Remedy Email Error : Client does not have permissions to send as 
> this sender
> **
> Maybe a network issue, between the arsystem box and mail server.
>
> hbr
> On Thu, Aug 20, 2009 at 7:11 PM, Lyle Taylor 
> mailto:tayl...@ldschurch.org>> wrote:
> **
>
> What changes did you make?  It sounds like it can't connect to the mail 
> server.
>
> Lyle
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Ravi
> Sent: Thursday, August 20, 2009 4:55 PM
> To: arsl...@arslist.org
> Subject: Re: Remedy Email Error : Client does not have permissions to send as 
> this sender
>
> **
>
> Thank you for your reply guys.
>
> After making the necessary changes what you guys suggested, Now i am getting 
> different error message.
>
> com.sun.mail.pop3store protocolconnect
>
> severe: connect failed; nested exception is : java.net.connectexception: 
> connection refused: connect
>
> javax.mail.messagingexception connect failed; nested exception is: 
> java.net.connectexception: connection refused: connect
>
> what could be the reason?
>
> Thanks,
>
> Raj
>
> On Thu, Aug 20, 2009 at 3:58 PM, Lyle Taylor 
> mailto:tayl...@ldschurch.org>> wrote:
>
> It sounds more like you're logging into the mail server with an account 
> that's different than what you've specified as the sender e-mail address in 
> your mailbox configuration.  For example, if you're logging into an Exchange 
> server as "serveraccount", but you've got the From address in Remedy 
> configured as 
> "remedyaddr...@mycompany.com", then 
> you're effectively trying to send e-mail as a different user than you're 
> logged in as, and the mail server needs to be configured so that you have 
> that permission.
>
> Lyle
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Grooms, 
> Frederick W
> Sent: Thursday, August 20, 2009 3:54 PM
> To: arsl...@arslist.org
>
> Subject: Re: Remedy Email Error : Client does not have permissions to send as 
> this sender
>
> I think it means that the login that the Remedy Email Engine uses to login to 
> your email server does not have rights to send emails.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Raj
> Sent: Thursday, August 20, 2009 4:50 PM
> To: arsl...@arslist.org
> Subject: Remedy Email Error : Client does not have permissions to send as 
> this sender
>
> Hello All,
>
> I getting the following error :
>
> Client does not have permissions to send as this sender in Remedy
> Email Engine.
>
> Does anybody know, what could be the reason.
>
> Thanks,
>
> Raj
>
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> Sponsor:rmisoluti...@verizon.net 
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>  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 

Re: Remedy Email Error : Client does not have permissions to send as this sender

[Lyle Taylor]

I'm not sure your change has anything to do with this.  Looking closer at the 
error, it looks like it's failing while connecting to a POP3 server.  Do you 
have an incoming mailbox configured using POP3?  If so, I would validate your 
configuration settings to make sure that you're going to the correct place, 
including the correct port.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kiran, Ravi
Sent: Thursday, August 20, 2009 5:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email Error : Client does not have permissions to send as 
this sender

**
changed the sender email address to remed...@, And in the exchange server, 
the username for remedy is RemedySA.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Howard Richter
Sent: Thursday, August 20, 2009 5:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email Error : Client does not have permissions to send as 
this sender
**
Maybe a network issue, between the arsystem box and mail server.

hbr
On Thu, Aug 20, 2009 at 7:11 PM, Lyle Taylor 
mailto:tayl...@ldschurch.org>> wrote:
**

What changes did you make?  It sounds like it can't connect to the mail server.



Lyle



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ravi
Sent: Thursday, August 20, 2009 4:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email Error : Client does not have permissions to send as 
this sender



**

Thank you for your reply guys.



After making the necessary changes what you guys suggested, Now i am getting 
different error message.



com.sun.mail.pop3store protocolconnect

severe: connect failed; nested exception is : java.net.connectexception: 
connection refused: connect

javax.mail.messagingexception connect failed; nested exception is: 
java.net.connectexception: connection refused: connect



what could be the reason?



Thanks,

Raj

On Thu, Aug 20, 2009 at 3:58 PM, Lyle Taylor 
mailto:tayl...@ldschurch.org>> wrote:

It sounds more like you're logging into the mail server with an account that's 
different than what you've specified as the sender e-mail address in your 
mailbox configuration.  For example, if you're logging into an Exchange server 
as "serveraccount", but you've got the From address in Remedy configured as 
"remedyaddr...@mycompany.com", then you're 
effectively trying to send e-mail as a different user than you're logged in as, 
and the mail server needs to be configured so that you have that permission.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, 
Frederick W
Sent: Thursday, August 20, 2009 3:54 PM
To: arslist@ARSLIST.ORG

Subject: Re: Remedy Email Error : Client does not have permissions to send as 
this sender

I think it means that the login that the Remedy Email Engine uses to login to 
your email server does not have rights to send emails.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raj
Sent: Thursday, August 20, 2009 4:50 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Email Error : Client does not have permissions to send as this 
sender

Hello All,

I getting the following error :

Client does not have permissions to send as this sender in Remedy
Email Engine.

Does anybody know, what could be the reason.

Thanks,

Raj

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--
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Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified
E-Mail = hbr4...@gmail.com

Malloc error during migration

[Lyle Taylor]

Hi All,

So, I added a couple new fields (a trim text field and an integer field) to the 
HPD:Help Desk form and am trying to migrate it from our development environment 
to our test environment.  The migration is failing on creating those two fields 
with the following errors:

Type  Number   Message
Migration Error 3700   Unable to create 
field : 
AR System Error   300 Malloc failed on 
server CreateMultipleFields()

I get those two errors for each field.  Now, when I sit and look at memory 
utilization, neither Migrator nor the AR server are doing much interesting 
memory-wise.  The AR Server stays around 450 MB and Migrator stays around 115 
MB.  If I look at the AR server logs, there's nothing interesting there either 
- no mention of malloc errors on the server.

Any ideas on what may be going on and where I can start looking to track this 
down?

ARS 7.1 p6
Migrator 7.1 p6

Thanks,
Lyle


 NOTICE: This email message is for the sole use of the intended recipient(s) 
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Re: Remedy Email Error : Client does not have permissions to send as this sender

[Kiran, Ravi]

changed the sender email address to remed...@, And in the exchange server, 
the username for remedy is RemedySA.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Howard Richter
Sent: Thursday, August 20, 2009 5:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email Error : Client does not have permissions to send as 
this sender

**
Maybe a network issue, between the arsystem box and mail server.

hbr

On Thu, Aug 20, 2009 at 7:11 PM, Lyle Taylor 
mailto:tayl...@ldschurch.org>> wrote:
**

What changes did you make?  It sounds like it can't connect to the mail server.



Lyle



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ravi
Sent: Thursday, August 20, 2009 4:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email Error : Client does not have permissions to send as 
this sender



**

Thank you for your reply guys.



After making the necessary changes what you guys suggested, Now i am getting 
different error message.



com.sun.mail.pop3store protocolconnect

severe: connect failed; nested exception is : java.net.connectexception: 
connection refused: connect

javax.mail.messagingexception connect failed; nested exception is: 
java.net.connectexception: connection refused: connect



what could be the reason?



Thanks,

Raj

On Thu, Aug 20, 2009 at 3:58 PM, Lyle Taylor 
mailto:tayl...@ldschurch.org>> wrote:

It sounds more like you're logging into the mail server with an account that's 
different than what you've specified as the sender e-mail address in your 
mailbox configuration.  For example, if you're logging into an Exchange server 
as "serveraccount", but you've got the From address in Remedy configured as 
"remedyaddr...@mycompany.com", then you're 
effectively trying to send e-mail as a different user than you're logged in as, 
and the mail server needs to be configured so that you have that permission.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, 
Frederick W
Sent: Thursday, August 20, 2009 3:54 PM
To: arslist@ARSLIST.ORG

Subject: Re: Remedy Email Error : Client does not have permissions to send as 
this sender

I think it means that the login that the Remedy Email Engine uses to login to 
your email server does not have rights to send emails.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raj
Sent: Thursday, August 20, 2009 4:50 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Email Error : Client does not have permissions to send as this 
sender

Hello All,

I getting the following error :

Client does not have permissions to send as this sender in Remedy
Email Engine.

Does anybody know, what could be the reason.

Thanks,

Raj

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 NOTICE: This email message is for the sole use of the intended recipient(s) 
and may contain confidential and privileged information. Any unauthorized 
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intended recipient, please contact the sender by reply email and destroy all 
copies of the original message.

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--
Howard Richter
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ITIL Foundation Certified
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Re: Remedy Email Error : Client does not have permissions to send as this sender

[Howard Richter]

Maybe a network issue, between the arsystem box and mail server.

hbr

On Thu, Aug 20, 2009 at 7:11 PM, Lyle Taylor  wrote:

> **
>
> What changes did you make?  It sounds like it can’t connect to the mail
> server.
>
>
>
> Lyle
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Ravi
> *Sent:* Thursday, August 20, 2009 4:55 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Remedy Email Error : Client does not have permissions to
> send as this sender
>
>
>
> **
>
> Thank you for your reply guys.
>
>
>
> After making the necessary changes what you guys suggested, Now i am
> getting different error message.
>
>
>
> com.sun.mail.pop3store protocolconnect
>
> severe: connect failed; nested exception is : java.net.connectexception:
> connection refused: connect
>
> javax.mail.messagingexception connect failed; nested exception is:
> java.net.connectexception: connection refused: connect
>
>
>
> what could be the reason?
>
>
>
> Thanks,
>
> Raj
>
> On Thu, Aug 20, 2009 at 3:58 PM, Lyle Taylor 
> wrote:
>
> It sounds more like you're logging into the mail server with an account
> that's different than what you've specified as the sender e-mail address in
> your mailbox configuration.  For example, if you're logging into an Exchange
> server as "serveraccount", but you've got the From address in Remedy
> configured as "remedyaddr...@mycompany.com", then you're effectively
> trying to send e-mail as a different user than you're logged in as, and the
> mail server needs to be configured so that you have that permission.
>
> Lyle
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Grooms, Frederick W
> Sent: Thursday, August 20, 2009 3:54 PM
> To: arslist@ARSLIST.ORG
>
> Subject: Re: Remedy Email Error : Client does not have permissions to send
> as this sender
>
> I think it means that the login that the Remedy Email Engine uses to login
> to your email server does not have rights to send emails.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Raj
> Sent: Thursday, August 20, 2009 4:50 PM
> To: arslist@ARSLIST.ORG
> Subject: Remedy Email Error : Client does not have permissions to send as
> this sender
>
> Hello All,
>
> I getting the following error :
>
> Client does not have permissions to send as this sender in Remedy
> Email Engine.
>
> Does anybody know, what could be the reason.
>
> Thanks,
>
> Raj
>
>
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> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>
>  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.
>
>
>
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-- 
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Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270

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Re: Remedy Email Error : Client does not have permissions to send as this sender

[Lyle Taylor]

What changes did you make?  It sounds like it can't connect to the mail server.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ravi
Sent: Thursday, August 20, 2009 4:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email Error : Client does not have permissions to send as 
this sender

**
Thank you for your reply guys.

After making the necessary changes what you guys suggested, Now i am getting 
different error message.

com.sun.mail.pop3store protocolconnect
severe: connect failed; nested exception is : java.net.connectexception: 
connection refused: connect
javax.mail.messagingexception connect failed; nested exception is: 
java.net.connectexception: connection refused: connect

what could be the reason?

Thanks,
Raj
On Thu, Aug 20, 2009 at 3:58 PM, Lyle Taylor 
mailto:tayl...@ldschurch.org>> wrote:
It sounds more like you're logging into the mail server with an account that's 
different than what you've specified as the sender e-mail address in your 
mailbox configuration.  For example, if you're logging into an Exchange server 
as "serveraccount", but you've got the From address in Remedy configured as 
"remedyaddr...@mycompany.com", then you're 
effectively trying to send e-mail as a different user than you're logged in as, 
and the mail server needs to be configured so that you have that permission.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, 
Frederick W
Sent: Thursday, August 20, 2009 3:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email Error : Client does not have permissions to send as 
this sender

I think it means that the login that the Remedy Email Engine uses to login to 
your email server does not have rights to send emails.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raj
Sent: Thursday, August 20, 2009 4:50 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Email Error : Client does not have permissions to send as this 
sender

Hello All,

I getting the following error :

Client does not have permissions to send as this sender in Remedy
Email Engine.

Does anybody know, what could be the reason.

Thanks,

Raj

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 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.

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Re: Remedy Email Error : Client does not have permissions to send as this sender

[Ravi]

Thank you for your reply guys.

After making the necessary changes what you guys suggested, Now i am getting
different error message.

com.sun.mail.pop3store protocolconnect
severe: connect failed; nested exception is : java.net.connectexception:
connection refused: connect
javax.mail.messagingexception connect failed; nested exception is:
java.net.connectexception: connection refused: connect

what could be the reason?

Thanks,
Raj

On Thu, Aug 20, 2009 at 3:58 PM, Lyle Taylor  wrote:

> It sounds more like you're logging into the mail server with an account
> that's different than what you've specified as the sender e-mail address in
> your mailbox configuration.  For example, if you're logging into an Exchange
> server as "serveraccount", but you've got the From address in Remedy
> configured as "remedyaddr...@mycompany.com", then you're effectively
> trying to send e-mail as a different user than you're logged in as, and the
> mail server needs to be configured so that you have that permission.
>
> Lyle
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Grooms, Frederick W
> Sent: Thursday, August 20, 2009 3:54 PM
> To: arslist@ARSLIST.ORG
>  Subject: Re: Remedy Email Error : Client does not have permissions to
> send as this sender
>
> I think it means that the login that the Remedy Email Engine uses to login
> to your email server does not have rights to send emails.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Raj
> Sent: Thursday, August 20, 2009 4:50 PM
> To: arslist@ARSLIST.ORG
> Subject: Remedy Email Error : Client does not have permissions to send as
> this sender
>
> Hello All,
>
> I getting the following error :
>
> Client does not have permissions to send as this sender in Remedy
> Email Engine.
>
> Does anybody know, what could be the reason.
>
> Thanks,
>
> Raj
>
>
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> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum 
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>
>
>  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.
>
>
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Re: Workflow Documentation 7.1

[Grooms, Frederick W]

I still use the ARSDocumenter perl script to document my 7.1 system.  To search 
the documentation I just do a standard Windows search against the directory 
putting my "keyword(s)" into the "word or phrase in the file" field.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of bruce sisk
Sent: Thursday, August 20, 2009 5:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow Documentation 7.1
 
I am routinely running arinside against a Remedy ARS 7.1 server running the 
full ITSM 7.03 suite, Kinetic Survey\Request and several custom developed 
applications.

I run it about once a month and have not had any issues with it.  The only time 
I have had an issue, is when I tried to run it against a VM of the same 
application config.  The RAM allocated was a little more than 1 gig.  I was 
able to get this to complete as well...but had to turn off all non essential 
services from the service console in order to get the memory.

We are running windows 2003 servers with multiple processors and 16GB ram.   I 
also do NOT run it on the remedy server itself...but a secondary server.

I applaud the app...and the guys keeping it alive.   Hopefully they will add 
some "versioning" fieldsto allow me to differentiate one run versus 
another.  This would be very useful when running arinside against packing lists 
of modifications.  And an ability to search keywords against the billion HTML 
files it creates (embed an index server).

Bruce Sisk
BFS Enterprises

-Original Message- 
From: LJ Longwing 
Sent: Aug 20, 2009 10:27 AM 
To: arslist@ARSLIST.ORG 
Subject: Re: Workflow Documentation 7.1 

 
Not effectively, because of the issues I mentioned.  I would really appreciate 
if you went to ARInside.com and logged an defect discussing ITSM specifically, 
and gave any details you have regarding its crash when you try to document the 
entire thing.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Thursday, August 20, 2009 8:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow Documentation 7.1
Then does this mean it is impossible for me to document the ITSM workflow using 
ARInside? I had to split the Active links in Package 1, and forms in Package 2 
because when I run them together - I get exception errors.  
 
In a message dated 8/20/2009 10:12:48 A.M. Eastern Daylight Time, 
lj.longw...@gmail.com writes:
** 
The problem you WILL come across with merging is that ARInside performs its 
operations with an 'internal id', so in run 1 form 1 is "ABC" but in run 2 form 
1 is "DEF"...so when you copy the two folders together you will be putting two 
different forms into the same folder, same with all of the other objects.  One 
of the enhancements I plan on implementing at some point is to have it use 
form/workflow name instead of internal ID, this will solve several problems 
that I have, including the one I just discussed.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Thursday, August 20, 2009 8:03 AM
To: arslist@ARSLIST.ORG
Subject: Resolved: Workflow Documentation 7.1
Yes, I ended up creating packing lists and breaking it up - I believe it is the 
Blacklist in the settings.ini file.  This resolved the issue.  Now I am going 
thru and merging the file folders to see the code on one single HTML page.
 
Yes you are absolutely right.
 
In a message dated 8/19/2009 10:34:03 P.M. Eastern Daylight Time, 
lj.longw...@gmail.com writes:
** 
Kathy,
Honestly, I've never worked with the ITSM suite nor run ARInside against it, 
but am one of the developers keeping the project alive.  The way ARInside works 
is it loads all of the objects into memory, then cross references them to 
provide the output.  I know there are LOTS of problems with doing things with 
the ITSM code base.  One thing I can recommend trying however is to utilize the 
'exclude list' functionality.  The way this works is you create a packing list 
on your server that contains a list of everything you don't want it to 
document, that workflow is then excluded from the documentation output, and may 
make it possible to document 'part' of the system with less memory 
requirements.  Please go out to arinside.com and open a ticket for the problem 
if you would like.  Giving as much detail as possible so we can try to pinpoint 
a solution.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Wednesday, August 19, 2009 1:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow Documentation 7.1
Do you need to more than 2 GIG of RAM to run this product - because the 
arinside executes, then freezes after about 1 hour, and then I get an exception 
error.  Is this common with this tool.  The exception error comes before the 

Re: Workflow Documentation 7.1

[LJ Longwing]

Bruce, if you would like these features, please open them as enhancement
requests...:)  Good to know that it runs against the entire ITSM suite with
the right memory configuration.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of bruce sisk
Sent: Thursday, August 20, 2009 4:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow Documentation 7.1


** I am routinely running arinside against a Remedy ARS 7.1 server running
the full ITSM 7.03 suite, Kinetic Survey\Request and several custom
developed applications.

I run it about once a month and have not had any issues with it.  The only
time I have had an issue, is when I tried to run it against a VM of the same
application config.  The RAM allocated was a little more than 1 gig.  I was
able to get this to complete as well...but had to turn off all non essential
services from the service console in order to get the memory.

We are running windows 2003 servers with multiple processors and 16GB ram.
I also do NOT run it on the remedy server itself...but a secondary server.

I applaud the app...and the guys keeping it alive.   Hopefully they will add
some "versioning" fieldsto allow me to differentiate one run versus
another.  This would be very useful when running arinside against packing
lists of modifications.  And an ability to search keywords against the
billion HTML files it creates (embed an index server).


Bruce Sisk
BFS Enterprises



-Original Message- 
From: LJ Longwing 
Sent: Aug 20, 2009 10:27 AM 
To: arslist@ARSLIST.ORG 
Subject: Re: Workflow Documentation 7.1 

** 
Not effectively, because of the issues I mentioned.  I would really
appreciate if you went to ARInside.com and logged an defect discussing ITSM
specifically, and gave any details you have regarding its crash when you try
to document the entire thing.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Thursday, August 20, 2009 8:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow Documentation 7.1


** 
Then does this mean it is impossible for me to document the ITSM workflow
using ARInside? I had to split the Active links in Package 1, and forms in
Package 2 because when I run them together - I get exception errors.  
 
In a message dated 8/20/2009 10:12:48 A.M. Eastern Daylight Time,
lj.longw...@gmail.com writes:

** 
The problem you WILL come across with merging is that ARInside performs its
operations with an 'internal id', so in run 1 form 1 is "ABC" but in run 2
form 1 is "DEF"...so when you copy the two folders together you will be
putting two different forms into the same folder, same with all of the other
objects.  One of the enhancements I plan on implementing at some point is to
have it use form/workflow name instead of internal ID, this will solve
several problems that I have, including the one I just discussed.


  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Thursday, August 20, 2009 8:03 AM
To: arslist@ARSLIST.ORG
Subject: Resolved: Workflow Documentation 7.1


** 
 
Yes, I ended up creating packing lists and breaking it up - I believe it is
the Blacklist in the settings.ini file.  This resolved the issue.  Now I am
going thru and merging the file folders to see the code on one single HTML
page.
 
Yes you are absolutely right.
 
In a message dated 8/19/2009 10:34:03 P.M. Eastern Daylight Time,
lj.longw...@gmail.com writes:

** 
Kathy,

Honestly, I've never worked with the ITSM suite nor run ARInside against it,
but am one of the developers keeping the project alive.  The way ARInside
works is it loads all of the objects into memory, then cross references them
to provide the output.  I know there are LOTS of problems with doing things
with the ITSM code base.  One thing I can recommend trying however is to
utilize the 'exclude list' functionality.  The way this works is you create
a packing list on your server that contains a list of everything you don't
want it to document, that workflow is then excluded from the documentation
output, and may make it possible to document 'part' of the system with less
memory requirements.  Please go out to arinside.com and open a ticket for
the problem if you would like.  Giving as much detail as possible so we can
try to pinpoint a solution.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Wednesday, August 19, 2009 1:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow Documentation 7.1


** 
Do you need to more than 2 GIG of RAM to run this product - because the
arinside executes, then freezes after about 1 hour, and then I get an
exception error.  Is this common with this tool.  The exception error comes
before the forms are generated in the HTML format.  Active
links/filters/applications are displayed
 
In a message dated 8/19/2009 3:06:04 P

Re: Functional Group usage (long post)

[Lyle Taylor]

If I'm understand you correctly, and you're primarily wondering about how to 
give Maintainers the ability to move people into and out of the four groups, 
this may not be too difficult.  If you use filters to update the User form (you 
shouldn't have to have anyone update the Group form, since you'll create the 4 
groups as an Administrator, and they shouldn't change once created unless you 
add more functional groups to your list), then you don't need to give the 
Maintainers Administrator privileges.

You could take an approach similar to how ITSM handles it.  There is a form 
that stores the ITSM-related permissions that users have been granted and a 
form for maintaining those permissions (you could do it all on one form, if you 
wanted to).  Changes made to the form that stores their permissions trigger 
filters that make the appropriate updates to the User form, adding and removing 
them from the appropriate Remedy group.  For example, if you add CS permissions 
to JoeUser in your form, it would trigger a filter that adds that to the Groups 
list on the User form.

Then, your main problem is just limiting access to that form to people with 
Maintainer permissions, or locking it down (disabling update ability) for 
non-Maintainers.

Does that make sense?  Would something like that work for what you're looking 
for?

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Reiser, John J
Sent: Thursday, August 20, 2009 2:32 PM
To: arslist@ARSLIST.ORG
Subject: Functional Group usage (long post)

Hello Listers,
ARS 7.1 patch 4
MS SQL 2005
MS 2003 Enterprise SP2

I am trying to nail down a method to using functional groupings for
users.
We have 4 functional groups for an application.
CustService (CS), Tech, Logistics(Log) and Maintainer

The first three deal with handling customer requests.

CS and Log can create and change Customer Requests.
Techs cannot create but can change requests.
Maintainers can create and change requests. They must also maintain data
driven menus via workflow.

CS  TechLog Maintainer
-
Create  X   X   X
Change  X   X   X   X
MaintainX

I was going to make 4 entries in the Group form but the Maintainers need
to move users in and out of the four functional groups. I can't give the
Maintainers access to the Group and User form because the ARServer has
multiple tenants using other applications. I would not be able to
restrict them to this application's users because as new people are
added we do not know if they will eventually work this application. Plus
if the Maintainer removes someone from all of the groups they would not
be able to get them back if we setup row-level access restrictions.

I thought a data driven form could be used as a pseudo-group form to
control who can create, change or maintain the primary form's data and
menus.
I'm just having a hard time getting my mind wrapped around structure of
this idea.
I need a table to track what I tried to display above. The "Permissions"
form would be extensible if they added a new functional group.
Then I think I would need to use a join to the People_Info form so I
could flag a global field on the Request form to restrict the current
$USER$ to their functional group permissions. Set flag = CS and the
workflow would prevent them from seeing the Menu Maintenance button, or
Flag = Tech and they get warned when they open the form in "New" mode.
Of course that means I have to hard code information into the Workflow
to make the proper restrictions/allowances.

Does this sound like the right course of action?

Thanks for being a sounding board.
 
--- 
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 

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Re: ARERR 9351 - Need Help

[bruce sisk]

**
I have just applied the file.  I need to wait till tomorrow to get any feed back.I will post results.Bruce-Original Message-
From: Rich Gustavson 
Sent: Aug 20, 2009 1:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 9351 - Need Help

**
Todd,
 
Thanks for the update...I did forward your email to my BMC support person and they wrote back the following:
I researched Todd’s issue and they were on MT 7.1 no patch and the hot fix they received was rolled into 7.1 p3
So I dont think the fix you supplied here will help us, since Bruce and I are already on Patch 7.  I definitely dont have time to test it out, but Bruce if you do try Todd's steps please let me know what the results are.
 
Thanks again Todd for the information.
 
Thanks,
Rich
--- On Thu, 8/20/09, Arner, Todd  wrote:
From: Arner, Todd Subject: Re: ARERR 9351 - Need HelpTo: arslist@ARSLIST.ORGDate: Thursday, August 20, 2009, 9:15 AM
** 

We had 9351 error problem back in January 2008.  Below is how BMC had us resolved it.  Not sure if it applies to your situation but thought it might help.
 
Todd Arner

Message from BMC:
For the problem with the 9351 error, BMC is requesting that you follow below procedure in order to fix the problem.
Seems there's a defect. Can you please use the attached file to disable the Java API and enable the C RPC layer?
To install this:
1) Stop the Midtier web app server
2) Drop the attached file into the Midtier WEB-INF/classes directory
3) Restart Midtier's web app server


From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rich GustavsonSent: Thursday, August 20, 2009 8:01 AMTo: arslist@ARSLIST.ORGSubject: Re: ARERR 9351 - Need Help
** 




Bruce,
 
We are having the same exact problem, a lot of the times the users dont even get the error, it just locks up their screen.  Here are differences between our envs we are on:
- ITSM 7.0.3 patch 7.
- we are using Weblogic instead of Tomcat., however in the next two weeks we are switching over to Tomcat.
 
And when they use Firefox or IE with Fiddler on, the problem goes away.  One thing we tried is that if we use IE with Fiddler on but disble the fiddler option to "Ignore Certificate Errors", our end users starts to hang again.
We do have a ticket open with Microsoft and they are currently looking into the problem as well.
 
Also, BMC has said to me in the past that in order to get rid of the 9351 errors you need to flush your cache:
 
- first try the end users browers cache (have them do it manually) 
- if still have problems then flush the mid tier cache
 
Weve done that...and most of the 9351 errors have gone away, but the end users still hangs to the point where they either have to kill the ie process or reboot their machines.
 
If we find a solution, I will let you know.
 
Thanks,
Rich
 
--- On Wed, 8/19/09, bruce sisk  wrote:
From: bruce sisk Subject: Re: ARERR 9351 - Need HelpTo: arslist@ARSLIST.ORGDate: Wednesday, August 19, 2009, 6:40 PM
** Sorry...tried hard to include all the environment...We are running ITSM 7.0.3 Patch 8.
-Original Message- From: Joe DeSouza Sent: Aug 19, 2009 3:45 PM To: arslist@ARSLIST.ORG Subject: Re: ARERR 9351 - Need Help ** 


Bruce,
 
What patch of the "ITSM Applications" (NOT ARS) are you guys on? I remember there used to be an issue with the ardbcQuery.dll with the early releases of ITSM 7 that used to result in that error.
 
I am not sure which patch resolved that problem. I'm pretty sure it was either Patch 3 or above though.
 
Joe



From: bruce sisk To: arslist@ARSLIST.ORGSent: Wednesday, August 19, 2009 2:20:08 PMSubject: ARERR 9351 - Need HelpHello,We are experiencing a problem with our mid-tier users in that they get a 5-10 minute screen lock whenever they try to access the Incident management Console by clicking the link on the Home page.  When the screen finally unlocks, they get the error:Unable to setup data connection, which is preventing the application from working correctly. (ARERR 9351)Environment:ARS 7.1 Patch 7Oracle 10 (remote server)Mid-tier 7.1 patch 7 (2 remote servers running Tomcat and IIS6 with a load balancer)Users are browsing with both IE 6 and 7.  We get the error in both.The problem is intermitent...not everyone is having the problem...those who have it don't
 have it all the time.Done so far:Have researched the issue on Remedy's KB...not much information.Have researched the issue on ARSList...several postings, but no solutions.Have opened an issue with Remedy support...we seem to just be sending them log files.Have tried to turn on client side logging for users having the issue...with logging turned on (setting through Preferences form), the issue completely goes away.Server side logging does not reveal any issues or errors.Have downloaded and installed Fiddler (a suggestion from the ARSList postings)...again, while logging through Fiddler, the issue completely goes away.Have downloaded and installed Firefox 3.5 the issue goes away.Some things we CA

Re: Workflow Documentation 7.1

[bruce sisk]

**
I am routinely running arinside against a Remedy ARS 7.1 server running the full ITSM 7.03 suite, Kinetic Survey\Request and several custom developed applications.I run it about once a month and have not had any issues with it.  The only time I have had an issue, is when I tried to run it against a VM of the same application config.  The RAM allocated was a little more than 1 gig.  I was able to get this to complete as well...but had to turn off all non essential services from the service console in order to get the memory.We are running windows 2003 servers with multiple processors and 16GB ram.   I also do NOT run it on the remedy server itself...but a secondary server.I applaud the app...and the guys keeping it alive.   Hopefully they will add some "versioning" fieldsto allow me to differentiate one run versus another.  This would be very useful when running arinside against packing lists of modifications.  And an ability to search keywords against the billion HTML files it creates (embed an index server).Bruce SiskBFS Enterprises-Original Message-
From: LJ Longwing 
Sent: Aug 20, 2009 10:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow Documentation 7.1

**





Not effectively, because 
of the issues I mentioned.  I would really appreciate if you went to 
ARInside.com and logged an defect discussing ITSM specifically, and gave any 
details you have regarding its crash when you try to document the entire 
thing.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kathy MorrisSent: 
Thursday, August 20, 2009 8:18 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Workflow Documentation 
7.1
** 

Then does this mean it is impossible for me to document the ITSM workflow 
using ARInside? I had to split the Active links in Package 1, and forms in 
Package 2 because when I run them together - I get exception errors.  

 

In a message dated 8/20/2009 10:12:48 A.M. Eastern Daylight Time, 
lj.longw...@gmail.com writes:
** 
  
  The problem you WILL 
  come across with merging is that ARInside performs its operations with an 
  'internal id', so in run 1 form 1 is "ABC" but in run 2 form 1 is "DEF"...so 
  when you copy the two folders together you will be putting two different forms 
  into the same folder, same with all of the other objects.  One of the 
  enhancements I plan on implementing at some point is to have it use 
  form/workflow name instead of internal ID, this will solve several problems 
  that I have, including the one I just discussed.
  
  
  From: Action Request System discussion list(ARSList) 
  [mailto:arsl...@arslist.org] On Behalf Of Kathy MorrisSent: 
  Thursday, August 20, 2009 8:03 AMTo: 
  arslist@ARSLIST.ORGSubject: Resolved: Workflow Documentation 
  7.1
  ** 
  
   
  Yes, I ended up creating packing lists and breaking it up - I believe it 
  is the Blacklist in the settings.ini file.  This resolved the 
  issue.  Now I am going thru and merging the file folders to see the 
  code on one single HTML page.
   
  Yes you are absolutely right.
   
  
  In a message dated 8/19/2009 10:34:03 P.M. Eastern Daylight Time, 
  lj.longw...@gmail.com writes:
  ** 

Kathy,
Honestly, I've never 
worked with the ITSM suite nor run ARInside against it, but am one of the 
developers keeping the project alive.  The way ARInside works is it 
loads all of the objects into memory, then cross references them to provide 
the output.  I know there are LOTS of problems with doing things with 
the ITSM code base.  One thing I can recommend trying however is to 
utilize the 'exclude list' functionality.  The way this works is you 
create a packing list on your server that contains a list of everything you 
don't want it to document, that workflow is then excluded from the 
documentation output, and may make it possible to document 'part' of the 
system with less memory requirements.  Please go out to arinside.com 
and open a ticket for the problem if you would like.  Giving as much 
detail as possible so we can try to pinpoint a solution.


From: Action Request System discussion 
list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kathy 
MorrisSent: Wednesday, August 19, 2009 1:34 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Workflow Documentation 
7.1
** 

Do you need to more than 2 GIG of RAM to run this product - 
because the arinside executes, then freezes after about 1 hour, and 
then I get an exception error.  Is this common with this tool.  
The exception error comes before the forms are generated in the HTML 
format.  Active links/filters/applications are displayed
 

In a message dated 8/19/2009 3:06:04 P.M. Eastern Daylight Time, 
jennifer.me...@its.nc.gov writes:
** 
  
  
  
  

  

  
  ARInside: www.arinside.org
   
   
  
  Jennifer Meyer
  
  
  
  

Re: Remedy Email Error : Client does not have permissions to send as this sender

[Lyle Taylor]

It sounds more like you're logging into the mail server with an account that's 
different than what you've specified as the sender e-mail address in your 
mailbox configuration.  For example, if you're logging into an Exchange server 
as "serveraccount", but you've got the From address in Remedy configured as 
"remedyaddr...@mycompany.com", then you're effectively trying to send e-mail as 
a different user than you're logged in as, and the mail server needs to be 
configured so that you have that permission.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Thursday, August 20, 2009 3:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email Error : Client does not have permissions to send as 
this sender

I think it means that the login that the Remedy Email Engine uses to login to 
your email server does not have rights to send emails.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Raj
Sent: Thursday, August 20, 2009 4:50 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Email Error : Client does not have permissions to send as this 
sender

Hello All,

I getting the following error :

Client does not have permissions to send as this sender in Remedy
Email Engine.

Does anybody know, what could be the reason.

Thanks,

Raj

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Re: Remedy Email Error : Client does not have permissions to send as this sender

[Grooms, Frederick W]

I think it means that the login that the Remedy Email Engine uses to login to 
your email server does not have rights to send emails.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Raj
Sent: Thursday, August 20, 2009 4:50 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Email Error : Client does not have permissions to send as this 
sender

Hello All,

I getting the following error :

Client does not have permissions to send as this sender in Remedy
Email Engine.

Does anybody know, what could be the reason.

Thanks,

Raj

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Remedy Email Error : Client does not have permissions to send as this sender

[Raj]

Hello All,

I getting the following error :



Client does not have permissions to send as this sender in Remedy
Email Engine.



Does anybody know, what could be the reason.



Thanks,

Raj

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Re: Remedy API and gcc on Redhat Linux

[Lyle Taylor]

Building the compiler is actually not that difficult.  You just need to make 
sure that you get your options right when you run the "configure" command that 
generates the Makefiles (e.g., where to install it, what modules - compilers - 
to include with it, etc.).  Once you determine what options you need, you run 
the configure command with the appropriate options, and that builds the 
Makefiles.  You then run "make bootstrap" (or at least, that's what you used to 
do to build the compiler).  That will take a while (it builds the compiler 2-3 
times - once with your current compiler, then again with itself).  Once it's 
built, you might be able to run "make test" to have it run its regression test 
suite, but you'd have to take a look at the current docs to see.  After that, 
you run "make install", and it will install it.

If you do decide to do that, you probably don't want to overwrite your system 
compiler.  I would recommend installing it either into another directory, 
perhaps something like /usr/local/gcc4 or somewhere under your home directory, 
if you'll be the only one using it.  Using it after that is mostly a matter of 
making sure that the new compiler comes first in your PATH.  For example, 
/usr/local/gcc4/bin:$PATH.  That way, when you go to build things, it will use 
the new compiler instead of the system compiler.

Otherwise, you may be able to find an RPM of the compiler for Red Hat.  It's 
possible, though, that if you're on an older version of RedHat, and the build 
that you find was built for a newer version of RedHat, you could have issues 
with dependent libraries.  If that's the case, your safest bet is to build it 
yourself.

The primary difficulty you could run into while building it (if you decide to 
go that route), besides just determining the correct options, could be that it 
may require newer versions of some libraries and/or utilities on your system.  
If so, you would need to upgrade those as well.  For example, certain versions 
of GCC require certain versions of GNU binutils.  When you run the configure 
script, it will verify that you have usable versions of everything and will 
tell you if you don't, however.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Marty.Thorin
Sent: Thursday, August 20, 2009 3:24 PM
To: arslist@ARSLIST.ORG
Subject: Remedy API and gcc on Redhat Linux

**

Good afternoon:
I tried to compile the out-of-the-box program 'driver'.  It compiled 
but would not link.  When I asked BMC I was informed my copy of gcc (3.4.6) is 
too old and I need to upgrade to 4.4.1.

I downloaded 4.4.1 today but it looks like I need to build the gcc compiler!?!  
This is not a small task.  So I figure I must have done something wrong.  Does 
anyone know where to download gcc 4.4.1 for Redhat in a tar or zip file?

Thank you,
Thorin
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Remedy API and gcc on Redhat Linux

[Marty.Thorin]

Good afternoon:
I tried to compile the out-of-the-box program 'driver'.  It
compiled but would not link.  When I asked BMC I was informed my copy of
gcc (3.4.6) is too old and I need to upgrade to 4.4.1.

I downloaded 4.4.1 today but it looks like I need to build the gcc
compiler!?!  This is not a small task.  So I figure I must have done
something wrong.  Does anyone know where to download gcc 4.4.1 for
Redhat in a tar or zip file?

Thank you,
Thorin


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Functional Group usage (long post)

[Reiser, John J]

Hello Listers,
ARS 7.1 patch 4
MS SQL 2005
MS 2003 Enterprise SP2

I am trying to nail down a method to using functional groupings for
users.
We have 4 functional groups for an application.
CustService (CS), Tech, Logistics(Log) and Maintainer

The first three deal with handling customer requests.

CS and Log can create and change Customer Requests.
Techs cannot create but can change requests.
Maintainers can create and change requests. They must also maintain data
driven menus via workflow.

CS  TechLog Maintainer
-
Create  X   X   X
Change  X   X   X   X
MaintainX

I was going to make 4 entries in the Group form but the Maintainers need
to move users in and out of the four functional groups. I can't give the
Maintainers access to the Group and User form because the ARServer has
multiple tenants using other applications. I would not be able to
restrict them to this application's users because as new people are
added we do not know if they will eventually work this application. Plus
if the Maintainer removes someone from all of the groups they would not
be able to get them back if we setup row-level access restrictions.

I thought a data driven form could be used as a pseudo-group form to
control who can create, change or maintain the primary form's data and
menus.
I'm just having a hard time getting my mind wrapped around structure of
this idea.
I need a table to track what I tried to display above. The "Permissions"
form would be extensible if they added a new functional group.
Then I think I would need to use a join to the People_Info form so I
could flag a global field on the Request form to restrict the current
$USER$ to their functional group permissions. Set flag = CS and the
workflow would prevent them from seeing the Menu Maintenance button, or
Flag = Tech and they get warned when they open the form in "New" mode.
Of course that means I have to hard code information into the Workflow
to make the proper restrictions/allowances.

Does this sound like the right course of action?

Thanks for being a sounding board.
 
--- 
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 

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Re: Flashboard Load Time

[patrick zandi]

Flashboards is IE - and if you have a proxy or isa server is slows stuff
down, but also..
Mid-tier OOB is slow in general, and should be tweaked in the memory / heap
area.
I have seen extreamly fast responses in the past with this being changed.
Just a thought...
If your system has the ram to work it.

Scan the list, there have been very nice advice in the past.

On Thu, Aug 20, 2009 at 3:07 PM, Shyam Attavar wrote:

> The Flashboard is actually a Data Visualization Field. So, this is actually
> running on the mid-tier. Depending on where the user is located with
> respect
> to the mid-tier (geographically close or farther away) will probably make a
> difference. Also, the IE settings (assuming that is the default browser)
> also could be causing some of the delay. These are some general guidelines
> for troubleshooting performance issues. Maybe you can run the fiddler
> utility and see more details on each of the calls that are being made from
> FB and see if that can point you to something.
>
> HTH,
> --
> Shyam
>
> "tina flores"  wrote in message
> news:<25067139.p...@talk.nabble.com>...
>  > Hi Listers,
> >
> > Can you give me a feedback on how long does it usually take for a
> Flashboard
> > (Incident Management) to Load? My client says it takes her 2.5 minutes to
> do
> > the initial load, after that is 5 seconds. Some other users report a
> faster
> > load time. Any factors affecting this (machine-specific, etc).
> >
> > Thanks in advance for any input.
> >
> > Regards,
> > Christianne
> >
> >
> > --
> > View this message in context:
> http://www.nabble.com/Flashboard-Load-Time-tp25067139p25067139.html
> > Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> >
>
>
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Re: Apt. way to delete foundation data

[Charles Baldi]

Hi Joe,
When I have done this it was not too painful.  There were not too many
dependencies on delete, except for maybe Company.  And loading the same info
back in tends to highlight things that were not cleaned up.  This was useful
for us when validating the data load templates we were using.  Plus we
didn't need to be DBAs to do it :-)

Chuck

On Thu, Aug 20, 2009 at 4:01 PM, Joe DeSouza  wrote:

> **
> Develop a script to truncate table ; for all foundation data T,
> H and B tables and reset ther corresponding nextid values to 1. That
> would be the fastest way.
>
> Going to each form and deleting would amount to requesting delete action
> through the AR System API layer and would not be the fastest way.
>
> Joe
>
>  --
> *From:* Raj 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Thursday, August 20, 2009 1:21:01 PM
> *Subject:* Apt. way to delete foundation data
>
> Hello all,
> Last month, I did foundation data uploads using ARImport tool. Leter I
> realized that using DMT for this is the best method.
>
> So I want to clean up the data which i did imports through Import tool.
>
> which is the best way to delete foundation data, is there any utility/ tool
> or should I just go to each forms and do the clean up? Is there any faster
> way ?
>
> please advise,
> Raj
>
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Re: AIE Primary Key Mapping - Functions Allowed?

[Adam Laubach]

This data is going into the Product Catalog. Now that I think about it --
this might work as the second record will error out and not get inserted as
AR will see it as a duplicate. While not a clean solution (will see a bunch
of errors in the import due to the failed insert of duplicates) it might
work for our purposes.
For example assume Key1 is the custom hidden field with the original key
values and ProductName is the cleaned value.

Key 1ProductName

Dell D600  Dell D600
Dell D600  Dell D600

When AIE tries to insert the second record into the product catalog it
should error out.

.


On Thu, Aug 20, 2009 at 11:15 AM, Matt Worsdell  wrote:

> I don't believe it does. You could of course map the key to a hidden field
> to respect the data integrity, then in the mapping use a function to
> display
> the cleaned value to the end user.
>
> Matt
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Adam Laubach
> Sent: 20 August 2009 15:29
> To: arslist@ARSLIST.ORG
> Subject: AIE Primary Key Mapping - Functions Allowed?
>
> Is it possible to use a function in a primary key mapping in AIE? It
> does not appear that you can. Tried manually typing a function in the
> mapping and it errors out.
>
> The reason I ask is the field I need to map as the key has some values
>  with leading/trailing spaces. It is causing some dups as AIE does not
> see them as the same value due to the spaces. I would like to remove
> them before AIE evaluates the key.
>
> I assume there has to be a solution to this as it is rather common to
> find issues in source data. Also compund keys need to be used in some
> integrations and a function makes it easy to implement.
>
> Another thought I had was to see if AIE allowed a SQL query as a data
> source and remove them that way, but it appears it only allows tables
> or views to be a data source.
>
> ARS : 7.1.0 patch 005
> AIE :  7.1.0 patch 006
>
> The data source is SQL server.
>
> Thanks in advance for any assistance.
>
> --
> Sent from my mobile device
>
>
> 
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Re: Apt. way to delete foundation data

[Joe DeSouza]

Develop a script to truncate table ; for all foundation data T, H 
and B tables and reset ther corresponding nextid values to 1. That would be the 
fastest way.

Going to each form and deleting would amount to requesting delete action 
through the AR System API layer and would not be the fastest way.

Joe




From: Raj 
To: arslist@ARSLIST.ORG
Sent: Thursday, August 20, 2009 1:21:01 PM
Subject: Apt. way to delete foundation data

Hello all,
Last month, I did foundation data uploads using ARImport tool. Leter I realized 
that using DMT for this is the best method.

So I want to clean up the data which i did imports through Import tool.

which is the best way to delete foundation data, is there any utility/ tool or 
should I just go to each forms and do the clean up? Is there any faster way ?

please advise,
Raj

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Re: Flashboard Load Time

[tina flores]

Hi Shyam,

What could be a setting in IE that can cause some delay?

Thanks for your initial feedback. 

Tina


Shyam Attavar wrote:
> 
> The Flashboard is actually a Data Visualization Field. So, this is
> actually
> running on the mid-tier. Depending on where the user is located with
> respect
> to the mid-tier (geographically close or farther away) will probably make
> a
> difference. Also, the IE settings (assuming that is the default browser)
> also could be causing some of the delay. These are some general guidelines
> for troubleshooting performance issues. Maybe you can run the fiddler
> utility and see more details on each of the calls that are being made from
> FB and see if that can point you to something.
> 
> HTH,
> --
> Shyam
> 
> "tina flores"  wrote in message
> news:<25067139.p...@talk.nabble.com>...
>> Hi Listers,
>> 
>> Can you give me a feedback on how long does it usually take for a
> Flashboard
>> (Incident Management) to Load? My client says it takes her 2.5 minutes to
> do
>> the initial load, after that is 5 seconds. Some other users report a
> faster
>> load time. Any factors affecting this (machine-specific, etc). 
>> 
>> Thanks in advance for any input.
>> 
>> Regards,
>> Christianne
>> 
>> 
>> -- 
>> View this message in context:
> http://www.nabble.com/Flashboard-Load-Time-tp25067139p25067139.html
>> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>> 
> 
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> 

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Re: Service Desk 7.x...no longer has mini Change, Asset functionality?

[John Rosquist]

Dsdd
Sent from my Verizon Wireless BlackBerry

-Original Message-
From: "Ray T." 

Date: Tue, 18 Aug 2009 17:29:44 
To: 
Subject: Re: Service Desk 7.x...no longer has mini Change, Asset functionality?


Doug,
Thank you for the insight.

CMDB more than beats Asset Tracking, I absolutely agree.

I wasn't sure about the change part. There is a not a designated "change"
tracking in 7.x, but besides that I see that although there is some value in
having a separately named module with it's own interface and IDs... that the
rudimentary features Change Tracking had are not lost if you use IM/tasks
for changes.

Strauss, Howard, Willaim, thanks for the input.

On Tue, Aug 18, 2009 at 4:53 PM, Mueller, Doug  wrote:

> ** Ray,
>
> You note that when you get Service Desk you get Incident, Problem, CMDB,
> and tasking support.
>
> Well, CMDB is a major step beyond Asset Tracking that was in the 6.x
> HelpDesk solution.  So, you have
> the ability to track assets by entering them in the CMDB and you can do
> relationships and you can have
> auditing and you can have    So, in fact the 7.x releases of
> ServiceDesk have more capability than you
> did with Asset Tracking in the previous releases.
>
> And, you note tasking support.  This includes the ability to have task
> templates and run any task flow that
> you want to run within the Incident Management System.  Well, in the
> earlier versions of HelpDesk, you
> had change tasking.  This is an equivalent functionality that is now an
> inherent capability of Incident
> Management and in fact is enhanced in that you can have tasks associated
> with any Incident and not just
> within a Change Tasking mode.
>
> So, the 7.5 environment doesn't have explicit subsystems called Asset
> Tracking and Change Tasking like
> the 6.x and earlier versions did.  These functions are simply capabilities
> of the ServiceDesk product for
> general purpose use within the Service Desk and not as specialized
> subsystems.  The Asset Tracking is
> contained within the CMDB and the Change Tasking within the included
> tasking subsystem support.
>
> Of course if you want full fledged and full capability Change Management
> and full capability Asset
> Management, there are full scale applications for those capabilities as
> well.
>
>
> I encourage you that rather than looking at the names of subsystem, you
> look at the functionality that was
> available and provided with the solution and I think you will find that
> there is equivalent capability around
> both the Asset Tracking and Change Tasking functionality in the 7.x
> releases that is in most ways a
> superior set of capability than was there before.  It also removes all
> confusion around the difference between
> Change Tasking and Change Management being the simple subsystem vs. the
> full application.
>
> I hope this helps,
>
> Doug Mueller
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Ray T.
> *Sent:* Tuesday, August 18, 2009 1:31 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Service Desk 7.x...no longer has mini Change, Asset
> functionality?
>
> ** Hi folks,
> Can you please confirm this:
> my understanding is that unlike older versions of ITSM (6.x - ), in which
> even if you only had Help Desk application installed, you would have Change
> Tasking and Asset Tracking modules installed for free use...in Service Desk
> 7.0 - 7.5, there are no such free modules that do limited Change and Asset
> Management.
>
> So if you buy Service Desk 7.5, you get Incident, Problem, CMDB. And of
> course the components like Tasking and what not, but nothing that will do
> change mgmt or asset management on a small scale. Did I get this right?
>
> Thanks.
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Re: Apt. way to delete foundation data

[Raj]

Thank you Charles for your reply.

I will see if i have the database backup , may be as you mentioned , I
could just restore the old one.
Thanks,
Raj

On Aug 20, 11:54 am, Charles Baldi  wrote:
> Raj,
> You can do this a couple different ways, depending on which data objects you
> want to reload.  You CAN delete foundation data by hand but you need to
> watch out for dependent forms that get populated by workflow but don't
> cascade delete.  I don't have my notes nearby from when I did this before
> but you want to look at the "alias" forms for company, site, etc. and people
> permission groups.  Looking at the various tabs in the DL spreadsheets can
> help you spot some of these too.
>
> The DMT does have a facility to change/delete some foundation objects such
> as Companies.  I have not used it to remove a lot of info but this may be
> useful depending on how much you have to reload.
>
> Of course, a "safe" way would be to restore from database backup.  You have
> that, right? :-)
>
> How much data are you talking about?
>
> Chuck Baldi
>
>
>
>
>
> On Thu, Aug 20, 2009 at 1:21 PM, Raj  wrote:
> > Hello all,
> > Last month, I did foundation data uploads using ARImport tool.
> > Leter I realized that using DMT for this is the best method.
>
> > So I want to clean up the data which i did imports through Import
> > tool.
>
> > which is the best way to delete foundation data, is there any utility/
> > tool or should I just go to each forms and do the clean up? Is there
> > any faster way ?
>
> > please advise,
> > Raj
>
> > ___­
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> - Show quoted text -

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Re: Flashboard Load Time

[Shyam Attavar]

The Flashboard is actually a Data Visualization Field. So, this is actually
running on the mid-tier. Depending on where the user is located with respect
to the mid-tier (geographically close or farther away) will probably make a
difference. Also, the IE settings (assuming that is the default browser)
also could be causing some of the delay. These are some general guidelines
for troubleshooting performance issues. Maybe you can run the fiddler
utility and see more details on each of the calls that are being made from
FB and see if that can point you to something.

HTH,
--
Shyam

"tina flores"  wrote in message
news:<25067139.p...@talk.nabble.com>...
> Hi Listers,
> 
> Can you give me a feedback on how long does it usually take for a
Flashboard
> (Incident Management) to Load? My client says it takes her 2.5 minutes to
do
> the initial load, after that is 5 seconds. Some other users report a
faster
> load time. Any factors affecting this (machine-specific, etc). 
> 
> Thanks in advance for any input.
> 
> Regards,
> Christianne
> 
> 
> -- 
> View this message in context:
http://www.nabble.com/Flashboard-Load-Time-tp25067139p25067139.html
> Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.
> 

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Flashboard Load Time

[tina flores]

Hi Listers,

Can you give me a feedback on how long does it usually take for a Flashboard
(Incident Management) to Load? My client says it takes her 2.5 minutes to do
the initial load, after that is 5 seconds. Some other users report a faster
load time. Any factors affecting this (machine-specific, etc). 

Thanks in advance for any input.

Regards,
Christianne


-- 
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Re: Apt. way to delete foundation data

[Charles Baldi]

Raj,
You can do this a couple different ways, depending on which data objects you
want to reload.  You CAN delete foundation data by hand but you need to
watch out for dependent forms that get populated by workflow but don't
cascade delete.  I don't have my notes nearby from when I did this before
but you want to look at the "alias" forms for company, site, etc. and people
permission groups.  Looking at the various tabs in the DL spreadsheets can
help you spot some of these too.

The DMT does have a facility to change/delete some foundation objects such
as Companies.  I have not used it to remove a lot of info but this may be
useful depending on how much you have to reload.

Of course, a "safe" way would be to restore from database backup.  You have
that, right? :-)

How much data are you talking about?

Chuck Baldi

On Thu, Aug 20, 2009 at 1:21 PM, Raj  wrote:

> Hello all,
> Last month, I did foundation data uploads using ARImport tool.
> Leter I realized that using DMT for this is the best method.
>
> So I want to clean up the data which i did imports through Import
> tool.
>
> which is the best way to delete foundation data, is there any utility/
> tool or should I just go to each forms and do the clean up? Is there
> any faster way ?
>
> please advise,
> Raj
>
>
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Re: AIE Primary Key Mapping - Functions Allowed?

[Adam Laubach]

Thanks for the suggestions.
I have already though of this option, but unfortunately I don't think we
have the option of modifying the source views.

My other idea is to dump the data into a staging table in ARS, have filters
modify the data and then import the cleaned data.

Just seems to me that this is a common issue in integrating data from
external sources -- a little surprised that there is not a built in way to
transform the key data.

On Thu, Aug 20, 2009 at 11:34 AM, Jiri Pospisil <
jiri.pospi...@lchclearnet.com> wrote:

> ++
> Please Read The Disclaimer At The Bottom Of This Email
> ++
>
> What you may need to do is to create a database view on your source data
> which will contain function(s) that remove the leading/trailing spaces.
> The view will then be your data source for AIE.
>
> Hope this helps.
>
> Jiri Pospisil
>
> LCH.Clearnet
>
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Adam Laubach
> Sent: 20 August 2009 15:29
> To: arslist@ARSLIST.ORG
> Subject: AIE Primary Key Mapping - Functions Allowed?
>
> Is it possible to use a function in a primary key mapping in AIE? It
> does not appear that you can. Tried manually typing a function in the
> mapping and it errors out.
>
> The reason I ask is the field I need to map as the key has some values
>  with leading/trailing spaces. It is causing some dups as AIE does not
> see them as the same value due to the spaces. I would like to remove
> them before AIE evaluates the key.
>
> I assume there has to be a solution to this as it is rather common to
> find issues in source data. Also compund keys need to be used in some
> integrations and a function makes it easy to implement.
>
> Another thought I had was to see if AIE allowed a SQL query as a data
> source and remove them that way, but it appears it only allows tables
> or views to be a data source.
>
> ARS : 7.1.0 patch 005
> AIE :  7.1.0 patch 006
>
> The data source is SQL server.
>
> Thanks in advance for any assistance.
>
> --
> Sent from my mobile device
>
>
> ___
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> Platinum 
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> "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
>
>
> *
>
>
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Apt. way to delete foundation data

[Raj]

Hello all,
Last month, I did foundation data uploads using ARImport tool.
Leter I realized that using DMT for this is the best method.

So I want to clean up the data which i did imports through Import
tool.

which is the best way to delete foundation data, is there any utility/
tool or should I just go to each forms and do the clean up? Is there
any faster way ?

please advise,
Raj

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Re: ARERR 9351 - Need Help

[Rich Gustavson]

Todd,
 
Thanks for the update...I did forward your email to my BMC support person and 
they wrote back the following:
I researched Todd’s issue and they were on MT 7.1 no patch and the hot fix they 
received was rolled into 7.1 p3

So I dont think the fix you supplied here will help us, since Bruce and I are 
already on Patch 7.  I definitely dont have time to test it out, but Bruce if 
you do try Todd's steps please let me know what the results are.
 
Thanks again Todd for the information.
 
Thanks,
Rich

--- On Thu, 8/20/09, Arner, Todd  wrote:


From: Arner, Todd 
Subject: Re: ARERR 9351 - Need Help
To: arslist@ARSLIST.ORG
Date: Thursday, August 20, 2009, 9:15 AM


** 

We had 9351 error problem back in January 2008.  Below is how BMC had us 
resolved it.  Not sure if it applies to your situation but thought it might 
help.
 
Todd Arner

Message from BMC:
For the problem with the 9351 error, BMC is requesting that you follow below 
procedure in order to fix the problem.
Seems there's a defect. Can you please use the attached file to disable the 
Java API and enable the C RPC layer?
To install this:
1) Stop the Midtier web app server
2) Drop the attached file into the Midtier WEB-INF/classes directory
3) Restart Midtier's web app server



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rich Gustavson
Sent: Thursday, August 20, 2009 8:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 9351 - Need Help


** 




Bruce,
 
We are having the same exact problem, a lot of the times the users dont even 
get the error, it just locks up their screen.  Here are differences between our 
envs we are on:
- ITSM 7.0.3 patch 7.
- we are using Weblogic instead of Tomcat., however in the next two weeks we 
are switching over to Tomcat.
 
And when they use Firefox or IE with Fiddler on, the problem goes away.  One 
thing we tried is that if we use IE with Fiddler on but disble the fiddler 
option to "Ignore Certificate Errors", our end users starts to hang again.

We do have a ticket open with Microsoft and they are currently looking into the 
problem as well.
 
Also, BMC has said to me in the past that in order to get rid of the 9351 
errors you need to flush your cache:
 
- first try the end users browers cache (have them do it manually) 
- if still have problems then flush the mid tier cache
 
Weve done that...and most of the 9351 errors have gone away, but the end users 
still hangs to the point where they either have to kill the ie process or 
reboot their machines.
 
If we find a solution, I will let you know.
 
Thanks,
Rich
 

--- On Wed, 8/19/09, bruce sisk  wrote:


From: bruce sisk 
Subject: Re: ARERR 9351 - Need Help
To: arslist@ARSLIST.ORG
Date: Wednesday, August 19, 2009, 6:40 PM


** Sorry...tried hard to include all the environment...

We are running ITSM 7.0.3 Patch 8.



-Original Message- 
From: Joe DeSouza 
Sent: Aug 19, 2009 3:45 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: ARERR 9351 - Need Help 

** 


Bruce,
 
What patch of the "ITSM Applications" (NOT ARS) are you guys on? I remember 
there used to be an issue with the ardbcQuery.dll with the early releases of 
ITSM 7 that used to result in that error.
 
I am not sure which patch resolved that problem. I'm pretty sure it was either 
Patch 3 or above though.
 
Joe




From: bruce sisk 
To: arslist@ARSLIST.ORG
Sent: Wednesday, August 19, 2009 2:20:08 PM
Subject: ARERR 9351 - Need Help

Hello,

We are experiencing a problem with our mid-tier users in that they get a 5-10 
minute screen lock whenever they try to access the Incident management Console 
by clicking the link on the Home page.  When the screen finally unlocks, they 
get the error:

Unable to setup data connection, which is preventing the application from 
working correctly. (ARERR 9351)

Environment:

ARS 7.1 Patch 7
Oracle 10 (remote server)
Mid-tier 7.1 patch 7 (2 remote servers running Tomcat and IIS6 with a load 
balancer)
Users are browsing with both IE 6 and 7.  We get the error in both.

The problem is intermitent...not everyone is having the problem...those who 
have it don't have it all the time.

Done so far:

Have researched the issue on Remedy's KB...not much information.
Have researched the issue on ARSList...several postings, but no solutions.
Have opened an issue with Remedy support...we seem to just be sending them log 
files.

Have tried to turn on client side logging for users having the issue...with 
logging turned on (setting through Preferences form), the issue completely goes 
away.
Server side logging does not reveal any issues or errors.
Have downloaded and installed Fiddler (a suggestion from the ARSList 
postings)...again, while logging through Fiddler, the issue completely goes 
away.
Have downloaded and installed Firefox 3.5 the issue goes away.

Some things we CAN'T do:

IE is the "official" browser for this company, so Firefox is NOT an option.
The Workflow logging window that opens with client side remedy log

Re: system time/server time

[Raj]

Sorry, figured it out.was looking in the wrong place.
correct : control panel> date and time

I was looking at wrong place control planel> regional and language
options

Thanks,
Raj

On Aug 20, 10:55 am, Raj  wrote:
> Hello all,
> When i send email through Remedy Email Engine, the time is off by an
> hour.
> Is it pulling system time , as I see system time is off by an hr
> too ?
> For this do I need to change system time or is there any workaround in
> Remedy system?
>
> Thanks,
> Raj
>
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system time/server time

[Raj]

Hello all,
When i send email through Remedy Email Engine, the time is off by an
hour.
Is it pulling system time , as I see system time is off by an hr
too ?
For this do I need to change system time or is there any workaround in
Remedy system?

Thanks,
Raj

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Re: AIE Primary Key Mapping - Functions Allowed?

[strauss]

I don't think you can do it in the Primary Field Mapping.  You can qualify the 
query, however.  In my data exchanges for people I break up the processes for 
updating 200,000 records into 20,000 record chunks by having separate exchanges 
and form mappings for each possible number, 0 to 9, the ends an employee ID 
from PeopleSoft.  The qualification placed in the Query - Data Key Query - 
External Data Store Query field is RIGHT(workforceid,1) = N, where N is a 
number 0 to 9 depending on which mapping and exchange is defined.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Adam Laubach
Sent: Thursday, August 20, 2009 9:29 AM
To: arslist@ARSLIST.ORG
Subject: AIE Primary Key Mapping - Functions Allowed?

Is it possible to use a function in a primary key mapping in AIE? It
does not appear that you can. Tried manually typing a function in the
mapping and it errors out.

The reason I ask is the field I need to map as the key has some values
 with leading/trailing spaces. It is causing some dups as AIE does not
see them as the same value due to the spaces. I would like to remove
them before AIE evaluates the key.

I assume there has to be a solution to this as it is rather common to
find issues in source data. Also compund keys need to be used in some
integrations and a function makes it easy to implement.

Another thought I had was to see if AIE allowed a SQL query as a data
source and remove them that way, but it appears it only allows tables
or views to be a data source.

ARS : 7.1.0 patch 005
AIE :  7.1.0 patch 006

The data source is SQL server.

Thanks in advance for any assistance.

-- 
Sent from my mobile device

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Re: Remedy Email Engine Configuration.

[Raj]

typo: Network Engineer/ MS Exchange Admin

On Aug 20, 9:37 am, Raj  wrote:
> Thank you all for the help.
> Email Engine works now.
>
> Our network engine had to change a configuration on the connector
> server which allowed plain text credentials to be passed to Exchange.
> It works now.
>
> Thanks,
> Raj
>
> On Aug 20, 9:32 am, "Marsh, Lee"  wrote:
>
>
>
>
>
> > Did you check to make sure you have the correct Application Service 
> > Password in the e-mail engine as in the ARSystems Server Information 
> > Connection Settings?  (See page 42 of Administering BMC Remedy Email Engine 
> > manual).  I made a typographical error in mine and generated similar errors.
>
> >         *
> > Lee Marsh
> > Remedy Administrator
> >         BAE Systems Office Automation Systems Team
> > Antitrust Division, U.S. Department of Justice
> >         Email: lee.ma...@usdoj.gov
> > *
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:arsl...@arslist.org]
> > Sent: Thursday, August 20, 2009 11:03 AM
> > To: arsl...@arslist.org
> > Subject: Re: Remedy Email Engine Configuration.
>
> > ** com.bmc.arsys.emaildaemon.servers=
> >  server name is the email engine server name or arsystem server name ?
>
> > On Wed, Aug 19, 2009 at 6:10 PM, Lyle Taylor < tayl...@ldschurch.org> wrote:
>
> > It sounds like your email engine service may not know what server and/or 
> > port to connect to.  Take a look at the EmailDaemon.properties file under 
> > your e-mail engine's installation directory and validate the value of the 
> > following line:
>
> > com.bmc.arsys.emaildaemon.servers=
> > com.bmc.arsys.emaildaemon.chqpvuw2203.TCP=
>
> > If you configured your server to use the port mapper, you may be able to 
> > not include the second line, or set it to 0 (zero).
>
> > Lyle
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto: 
> > arsl...@arslist.org] On Behalf Of Raj
> > Sent: Wednesday, August 19, 2009 5:57 PM
> > To: arsl...@arslist.org
> > Subject: Remedy Email Engine Configuration.
>
> > Hello all,
> > After following the documents to configure remedy email outbox, and
> > testing it , I got the following error in the email error log.
>
> > ---­­--­-­
> > ERROR (90): Cannot establish a network connection to the AR System
> > server; ONC/RPC program not registered
> > DORRMKI0.dor.revenue.colorado.gov 
> > 
> >        at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source)
> >        at com.bmc.arsys.api.ProxyJRpcBase.getRpcClient(Unknown Source)
> >        at com.bmc.arsys.api.ProxyJRpc.(Unknown Source)
> >        at com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source)
> >        at com.bmc.arsys.api.DefaultProxyManager.getProxy(Unknown Source)
> >        at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
> >        at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser
> > (EmailUtil.java:475)
> >        at com.bmc.arsys.emaildaemon.LoggingModule.setUserInfo
> > (LoggingModule.java:753)
> >        at com.bmc.arsys.emaildaemon.EmailDaemon.startLoggingModule
> > (EmailDaemon.java:122)
> >        at com.bmc.arsys.emaildaemon.EmailDaemon.(EmailDaemon.java:93)
> >        at 
> > com.bmc.arsys.emaildaemon.EmailDaemon.newInstance(EmailDaemon.java:
> > 158)
> >        at com.bmc.arsys.emaildaemon.EmailDaemon.startMonitor
> > (EmailDaemon.java:877)
> >        at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine
> > (EmailDaemon.java:595)
> >        at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:316)
> > ERROR (90): Cannot establish a network connection to the AR System
> > server; ONC/RPC program not registered
> > DORRMKI0.dor.revenue.colorado.gov 
> > 
> >        at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source)
> >        at com.bmc.arsys.api.ProxyJRpcBase.getRpcClient(Unknown Source)
> >        at com.bmc.arsys.api.ProxyJRpc.(Unknown Source)
> >        at com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source)
> >        at com.bmc.arsys.api.DefaultProxyManager.getProxy(Unknown Source)
> >        at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
> >        at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser
> > (EmailUtil.java:475)
> >        at 
> > com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:
> > 922)
> >        at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine
> > (EmailDaemon.java:606)
> >        at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:316)
> > Exception in thread "Email Daemon" java.lang.NullPointerException
> >        at com.bmc.arsys.emaildaemon.LoggingModule.doWork(LoggingModule.java:
> > 98)
> >        at com.bmc.arsy

Re: Remedy Email Engine Configuration.

[Raj]

Thank you all for the help.
Email Engine works now.

Our network engine had to change a configuration on the connector
server which allowed plain text credentials to be passed to Exchange.
It works now.

Thanks,
Raj



On Aug 20, 9:32 am, "Marsh, Lee"  wrote:
> Did you check to make sure you have the correct Application Service Password 
> in the e-mail engine as in the ARSystems Server Information Connection 
> Settings?  (See page 42 of Administering BMC Remedy Email Engine manual).  I 
> made a typographical error in mine and generated similar errors.
>
>         *
> Lee Marsh
> Remedy Administrator
>         BAE Systems Office Automation Systems Team
> Antitrust Division, U.S. Department of Justice
>         Email: lee.ma...@usdoj.gov
> *
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org]
> Sent: Thursday, August 20, 2009 11:03 AM
> To: arsl...@arslist.org
> Subject: Re: Remedy Email Engine Configuration.
>
> ** com.bmc.arsys.emaildaemon.servers=
>  server name is the email engine server name or arsystem server name ?
>
> On Wed, Aug 19, 2009 at 6:10 PM, Lyle Taylor < tayl...@ldschurch.org> wrote:
>
> It sounds like your email engine service may not know what server and/or port 
> to connect to.  Take a look at the EmailDaemon.properties file under your 
> e-mail engine's installation directory and validate the value of the 
> following line:
>
> com.bmc.arsys.emaildaemon.servers=
> com.bmc.arsys.emaildaemon.chqpvuw2203.TCP=
>
> If you configured your server to use the port mapper, you may be able to not 
> include the second line, or set it to 0 (zero).
>
> Lyle
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto: 
> arsl...@arslist.org] On Behalf Of Raj
> Sent: Wednesday, August 19, 2009 5:57 PM
> To: arsl...@arslist.org
> Subject: Remedy Email Engine Configuration.
>
> Hello all,
> After following the documents to configure remedy email outbox, and
> testing it , I got the following error in the email error log.
>
> ---­---­
> ERROR (90): Cannot establish a network connection to the AR System
> server; ONC/RPC program not registered
> DORRMKI0.dor.revenue.colorado.gov 
>        at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source)
>        at com.bmc.arsys.api.ProxyJRpcBase.getRpcClient(Unknown Source)
>        at com.bmc.arsys.api.ProxyJRpc.(Unknown Source)
>        at com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source)
>        at com.bmc.arsys.api.DefaultProxyManager.getProxy(Unknown Source)
>        at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
>        at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser
> (EmailUtil.java:475)
>        at com.bmc.arsys.emaildaemon.LoggingModule.setUserInfo
> (LoggingModule.java:753)
>        at com.bmc.arsys.emaildaemon.EmailDaemon.startLoggingModule
> (EmailDaemon.java:122)
>        at com.bmc.arsys.emaildaemon.EmailDaemon.(EmailDaemon.java:93)
>        at com.bmc.arsys.emaildaemon.EmailDaemon.newInstance(EmailDaemon.java:
> 158)
>        at com.bmc.arsys.emaildaemon.EmailDaemon.startMonitor
> (EmailDaemon.java:877)
>        at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine
> (EmailDaemon.java:595)
>        at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:316)
> ERROR (90): Cannot establish a network connection to the AR System
> server; ONC/RPC program not registered
> DORRMKI0.dor.revenue.colorado.gov 
>        at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source)
>        at com.bmc.arsys.api.ProxyJRpcBase.getRpcClient(Unknown Source)
>        at com.bmc.arsys.api.ProxyJRpc.(Unknown Source)
>        at com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source)
>        at com.bmc.arsys.api.DefaultProxyManager.getProxy(Unknown Source)
>        at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
>        at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser
> (EmailUtil.java:475)
>        at com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:
> 922)
>        at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine
> (EmailDaemon.java:606)
>        at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:316)
> Exception in thread "Email Daemon" java.lang.NullPointerException
>        at com.bmc.arsys.emaildaemon.LoggingModule.doWork(LoggingModule.java:
> 98)
>        at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:293)
>        at java.lang.Thread.run(Unknown Source)
>
> ---­---­
>
> Could anybod

Re: AIE Primary Key Mapping - Functions Allowed?

[Jiri Pospisil]

++
Please Read The Disclaimer At The Bottom Of This Email
++

What you may need to do is to create a database view on your source data which 
will contain function(s) that remove the leading/trailing spaces.
The view will then be your data source for AIE.

Hope this helps.

Jiri Pospisil

LCH.Clearnet




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Adam Laubach
Sent: 20 August 2009 15:29
To: arslist@ARSLIST.ORG
Subject: AIE Primary Key Mapping - Functions Allowed?

Is it possible to use a function in a primary key mapping in AIE? It
does not appear that you can. Tried manually typing a function in the
mapping and it errors out.

The reason I ask is the field I need to map as the key has some values
 with leading/trailing spaces. It is causing some dups as AIE does not
see them as the same value due to the spaces. I would like to remove
them before AIE evaluates the key.

I assume there has to be a solution to this as it is rather common to
find issues in source data. Also compund keys need to be used in some
integrations and a function makes it easy to implement.

Another thought I had was to see if AIE allowed a SQL query as a data
source and remove them that way, but it appears it only allows tables
or views to be a data source.

ARS : 7.1.0 patch 005
AIE :  7.1.0 patch 006

The data source is SQL server.

Thanks in advance for any assistance.

--
Sent from my mobile device

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*

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

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Re: Remedy Email Engine Configuration.

[Marsh, Lee]

Did you check to make sure you have the correct Application Service Password in 
the e-mail engine as in the ARSystems Server Information Connection Settings?  
(See page 42 of Administering BMC Remedy Email Engine manual).  I made a 
typographical error in mine and generated similar errors.
 

* 
Lee Marsh 
Remedy Administrator
BAE Systems Office Automation Systems Team
Antitrust Division, U.S. Department of Justice
Email: lee.ma...@usdoj.gov 
*

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]
Sent: Thursday, August 20, 2009 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email Engine Configuration.


** com.bmc.arsys.emaildaemon.servers=
 server name is the email engine server name or arsystem server name ?


On Wed, Aug 19, 2009 at 6:10 PM, Lyle Taylor < tayl...@ldschurch.org> wrote:


It sounds like your email engine service may not know what server and/or port 
to connect to.  Take a look at the EmailDaemon.properties file under your 
e-mail engine's installation directory and validate the value of the following 
line:

com.bmc.arsys.emaildaemon.servers=
com.bmc.arsys.emaildaemon.chqpvuw2203.TCP=

If you configured your server to use the port mapper, you may be able to not 
include the second line, or set it to 0 (zero).

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) [mailto: 
arsl...@arslist.org] On Behalf Of Raj
Sent: Wednesday, August 19, 2009 5:57 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Email Engine Configuration.

Hello all,
After following the documents to configure remedy email outbox, and
testing it , I got the following error in the email error log.

--
ERROR (90): Cannot establish a network connection to the AR System
server; ONC/RPC program not registered
DORRMKI0.dor.revenue.colorado.gov  
   at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source)
   at com.bmc.arsys.api.ProxyJRpcBase.getRpcClient(Unknown Source)
   at com.bmc.arsys.api.ProxyJRpc.(Unknown Source)
   at com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source)
   at com.bmc.arsys.api.DefaultProxyManager.getProxy(Unknown Source)
   at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
   at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser
(EmailUtil.java:475)
   at com.bmc.arsys.emaildaemon.LoggingModule.setUserInfo
(LoggingModule.java:753)
   at com.bmc.arsys.emaildaemon.EmailDaemon.startLoggingModule
(EmailDaemon.java:122)
   at com.bmc.arsys.emaildaemon.EmailDaemon.(EmailDaemon.java:93)
   at com.bmc.arsys.emaildaemon.EmailDaemon.newInstance(EmailDaemon.java:
158)
   at com.bmc.arsys.emaildaemon.EmailDaemon.startMonitor
(EmailDaemon.java:877)
   at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine
(EmailDaemon.java:595)
   at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:316)
ERROR (90): Cannot establish a network connection to the AR System
server; ONC/RPC program not registered
DORRMKI0.dor.revenue.colorado.gov  
   at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source)
   at com.bmc.arsys.api.ProxyJRpcBase.getRpcClient(Unknown Source)
   at com.bmc.arsys.api.ProxyJRpc.(Unknown Source)
   at com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source)
   at com.bmc.arsys.api.DefaultProxyManager.getProxy(Unknown Source)
   at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
   at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser
(EmailUtil.java:475)
   at com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:
922)
   at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine
(EmailDaemon.java:606)
   at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:316)
Exception in thread "Email Daemon" java.lang.NullPointerException
   at com.bmc.arsys.emaildaemon.LoggingModule.doWork(LoggingModule.java:
98)
   at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:293)
   at java.lang.Thread.run(Unknown Source)

--

Could anybody tell, what is the cause of this problem ?

Please note: I have only configured Remedy Outbox and we are using
SMTP for that. I followed the documents accurately but don't know
where I am doing wrong ?

Please advise.

Thanks,
Raj

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Re: AIE Primary Key Mapping - Functions Allowed?

[Matt Worsdell]

I don't believe it does. You could of course map the key to a hidden field
to respect the data integrity, then in the mapping use a function to display
the cleaned value to the end user.

Matt

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Adam Laubach
Sent: 20 August 2009 15:29
To: arslist@ARSLIST.ORG
Subject: AIE Primary Key Mapping - Functions Allowed?

Is it possible to use a function in a primary key mapping in AIE? It
does not appear that you can. Tried manually typing a function in the
mapping and it errors out.

The reason I ask is the field I need to map as the key has some values
 with leading/trailing spaces. It is causing some dups as AIE does not
see them as the same value due to the spaces. I would like to remove
them before AIE evaluates the key.

I assume there has to be a solution to this as it is rather common to
find issues in source data. Also compund keys need to be used in some
integrations and a function makes it easy to implement.

Another thought I had was to see if AIE allowed a SQL query as a data
source and remove them that way, but it appears it only allows tables
or views to be a data source.

ARS : 7.1.0 patch 005
AIE :  7.1.0 patch 006

The data source is SQL server.

Thanks in advance for any assistance.

-- 
Sent from my mobile device


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Re: Workflow Documentation 7.1

[remedy]

Just my 2 cents,
In the ARUtilities HTML documents, I get a list of forms or applications,
and from there I call the appropriate API one by one to get the related
workflow, and write the files as I go rather than store in memory for the
entire process. This prevents me from having everything in memory at one
time. Since this would normally be run against the development environment
I figured it would be better to use bandwidth rather than suck the system
dry of memory. I use a combination of the object ID and name to construct
the file names. Now I have never attempted to document an app on the scale
of ITSM, so I don't know how well it would perform. I do know that if it
worked, it would be an extremely long process.

Les Ganton
http://www.arutilities.com


> Not effectively, because of the issues I mentioned.  I would really
> appreciate if you went to ARInside.com and logged an defect discussing
> ITSM
> specifically, and gave any details you have regarding its crash when you
> try
> to document the entire thing.
>
>   _
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
> Sent: Thursday, August 20, 2009 8:18 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Workflow Documentation 7.1
>
>
> **
> Then does this mean it is impossible for me to document the ITSM workflow
> using ARInside? I had to split the Active links in Package 1, and forms in
> Package 2 because when I run them together - I get exception errors.
>
> In a message dated 8/20/2009 10:12:48 A.M. Eastern Daylight Time,
> lj.longw...@gmail.com writes:
>
> **
> The problem you WILL come across with merging is that ARInside performs
> its
> operations with an 'internal id', so in run 1 form 1 is "ABC" but in run 2
> form 1 is "DEF"...so when you copy the two folders together you will be
> putting two different forms into the same folder, same with all of the
> other
> objects.  One of the enhancements I plan on implementing at some point is
> to
> have it use form/workflow name instead of internal ID, this will solve
> several problems that I have, including the one I just discussed.
>
>   _
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
> Sent: Thursday, August 20, 2009 8:03 AM
> To: arslist@ARSLIST.ORG
> Subject: Resolved: Workflow Documentation 7.1
>
>
> **
>
>
> Yes, I ended up creating packing lists and breaking it up - I believe it
> is
> the Blacklist in the settings.ini file.  This resolved the issue.  Now I
> am
> going thru and merging the file folders to see the code on one single HTML
> page.
>
> Yes you are absolutely right.
>
> In a message dated 8/19/2009 10:34:03 P.M. Eastern Daylight Time,
> lj.longw...@gmail.com writes:
>
> **
> Kathy,
> Honestly, I've never worked with the ITSM suite nor run ARInside against
> it,
> but am one of the developers keeping the project alive.  The way ARInside
> works is it loads all of the objects into memory, then cross references
> them
> to provide the output.  I know there are LOTS of problems with doing
> things
> with the ITSM code base.  One thing I can recommend trying however is to
> utilize the 'exclude list' functionality.  The way this works is you
> create
> a packing list on your server that contains a list of everything you don't
> want it to document, that workflow is then excluded from the documentation
> output, and may make it possible to document 'part' of the system with
> less
> memory requirements.  Please go out to arinside.com and open a ticket for
> the problem if you would like.  Giving as much detail as possible so we
> can
> try to pinpoint a solution.
>
>   _
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
> Sent: Wednesday, August 19, 2009 1:34 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Workflow Documentation 7.1
>
>
> **
>
> Do you need to more than 2 GIG of RAM to run this product - because the
> arinside executes, then freezes after about 1 hour, and then I get an
> exception error.  Is this common with this tool.  The exception error
> comes
> before the forms are generated in the HTML format.  Active
> links/filters/applications are displayed
>
> In a message dated 8/19/2009 3:06:04 P.M. Eastern Daylight Time,
> jennifer.me...@its.nc.gov writes:
>
> **
>
> ARInside: www.arinside.org 
>
>
>
>
>
> Jennifer Meyer
>
>
>   _
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
> Sent: Wednesday, August 19, 2009 2:11 PM
> To: arslist@ARSLIST.ORG
> Subject: Workflow Documentation 7.1
>
>
>
> Hi All,
>
>
>
> I am trying to run a tool to document our workflow on our system (AR 7.1,
> ITSM) on Windows.  I had been using AR system, but the AL are displaying,
> but the forms are not displaying - is there another free tool I can use to
> document the workflow?
>
>
>
>
>   _
>
> 

Re: Remedy Email Engine Configuration.

[Ravi]

com.bmc.arsys.emaildaemon.servers=
 server name is the email engine server name or arsystem server name ?

On Wed, Aug 19, 2009 at 6:10 PM, Lyle Taylor  wrote:

> It sounds like your email engine service may not know what server and/or
> port to connect to.  Take a look at the EmailDaemon.properties file under
> your e-mail engine's installation directory and validate the value of the
> following line:
>
> com.bmc.arsys.emaildaemon.servers=
> com.bmc.arsys.emaildaemon.chqpvuw2203.TCP=
>
> If you configured your server to use the port mapper, you may be able to
> not include the second line, or set it to 0 (zero).
>
> Lyle
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Raj
> Sent: Wednesday, August 19, 2009 5:57 PM
> To: arslist@ARSLIST.ORG
> Subject: Remedy Email Engine Configuration.
>
> Hello all,
> After following the documents to configure remedy email outbox, and
> testing it , I got the following error in the email error log.
>
>
> --
> ERROR (90): Cannot establish a network connection to the AR System
> server; ONC/RPC program not registered
> DORRMKI0.dor.revenue.colorado.gov
>at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source)
>at com.bmc.arsys.api.ProxyJRpcBase.getRpcClient(Unknown Source)
>at com.bmc.arsys.api.ProxyJRpc.(Unknown Source)
>at com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source)
>at com.bmc.arsys.api.DefaultProxyManager.getProxy(Unknown Source)
>at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
>at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser
> (EmailUtil.java:475)
>at com.bmc.arsys.emaildaemon.LoggingModule.setUserInfo
> (LoggingModule.java:753)
>at com.bmc.arsys.emaildaemon.EmailDaemon.startLoggingModule
> (EmailDaemon.java:122)
>at com.bmc.arsys.emaildaemon.EmailDaemon.(EmailDaemon.java:93)
>at
> com.bmc.arsys.emaildaemon.EmailDaemon.newInstance(EmailDaemon.java:
> 158)
>at com.bmc.arsys.emaildaemon.EmailDaemon.startMonitor
> (EmailDaemon.java:877)
>at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine
> (EmailDaemon.java:595)
>at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:316)
> ERROR (90): Cannot establish a network connection to the AR System
> server; ONC/RPC program not registered
> DORRMKI0.dor.revenue.colorado.gov
>at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source)
>at com.bmc.arsys.api.ProxyJRpcBase.getRpcClient(Unknown Source)
>at com.bmc.arsys.api.ProxyJRpc.(Unknown Source)
>at com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source)
>at com.bmc.arsys.api.DefaultProxyManager.getProxy(Unknown Source)
>at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
>at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser
> (EmailUtil.java:475)
>at
> com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:
> 922)
>at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine
> (EmailDaemon.java:606)
>at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:316)
> Exception in thread "Email Daemon" java.lang.NullPointerException
>at
> com.bmc.arsys.emaildaemon.LoggingModule.doWork(LoggingModule.java:
> 98)
>at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:293)
>at java.lang.Thread.run(Unknown Source)
>
>
> --
>
> Could anybody tell, what is the cause of this problem ?
>
> Please note: I have only configured Remedy Outbox and we are using
> SMTP for that. I followed the documents accurately but don't know
> where I am doing wrong ?
>
> Please advise.
>
> Thanks,
> Raj
>
>
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> 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
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>
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Re: Field limits and date only fields

[Grooms, Frederick W]

In your Active Link set a Display Only Date field equal to the result of the 
DATE function and push that Display Only field to the vendor form (So you are 
pushing a Date Only field to a Date Only field).  

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Thursday, August 20, 2009 8:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Field limits and date only fields


Jonas,

Active links pull Date/Time formats from the Regional settings of the client. 
You might start there. 
Rick

-Original Message-
From: Jonas Stumph Stevnsvig 
Date: Thu, 20 Aug 2009 15:46:57 +0200
To: 
Subject: Field limits and date only fields
Hi guys, (is it going to be "Jarl to the rescue" again :-D)
 
I have a weird bahviour in a vendor form:
 
I have a Date field, which fails when a date is pushed to it by an active link. 
The value is taken from a Date/Time field and run through the 
DATE($mydatetimefield$) function.
 
the error:
 
"ARERR [306] Value does not fall within the limits specified for the field :  
(0 - 0) : 536870922"
 
from the log:
" (536870922) = 24. august 2009"
 
as far as I can tell the date field limit is defined by the 
DateOnlyFieldLimit(); method in Java, and I can't see any restrictions in the 
database section of the field properties - so i guess the 0 - 0 is a wild goose 
chase.
 
I've had some other bothers with regional settings - is that whats bothering me 
here to? shouldn't the value be "24-08-2009" and in that case, how to I get my 
active link to format the date properly?
 
 
thanks in advance, 
ARS 7...@w2k3

Jonas Stumph Stevnsvig 
Remedy Developer 
BEC Competence Centre 
Phone  (+45) 46 38 20 08 
Mobile  (+45) 61 56 20 08 
jonas.stumph.stevns...@bec.dk 
becrem...@bec.dk 

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AIE Primary Key Mapping - Functions Allowed?

[Adam Laubach]

Is it possible to use a function in a primary key mapping in AIE? It
does not appear that you can. Tried manually typing a function in the
mapping and it errors out.

The reason I ask is the field I need to map as the key has some values
 with leading/trailing spaces. It is causing some dups as AIE does not
see them as the same value due to the spaces. I would like to remove
them before AIE evaluates the key.

I assume there has to be a solution to this as it is rather common to
find issues in source data. Also compund keys need to be used in some
integrations and a function makes it easy to implement.

Another thought I had was to see if AIE allowed a SQL query as a data
source and remove them that way, but it appears it only allows tables
or views to be a data source.

ARS : 7.1.0 patch 005
AIE :  7.1.0 patch 006

The data source is SQL server.

Thanks in advance for any assistance.

-- 
Sent from my mobile device

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Re: Workflow Documentation 7.1

[LJ Longwing]

Not effectively, because of the issues I mentioned.  I would really
appreciate if you went to ARInside.com and logged an defect discussing ITSM
specifically, and gave any details you have regarding its crash when you try
to document the entire thing.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Thursday, August 20, 2009 8:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow Documentation 7.1


** 
Then does this mean it is impossible for me to document the ITSM workflow
using ARInside? I had to split the Active links in Package 1, and forms in
Package 2 because when I run them together - I get exception errors.  
 
In a message dated 8/20/2009 10:12:48 A.M. Eastern Daylight Time,
lj.longw...@gmail.com writes:

** 
The problem you WILL come across with merging is that ARInside performs its
operations with an 'internal id', so in run 1 form 1 is "ABC" but in run 2
form 1 is "DEF"...so when you copy the two folders together you will be
putting two different forms into the same folder, same with all of the other
objects.  One of the enhancements I plan on implementing at some point is to
have it use form/workflow name instead of internal ID, this will solve
several problems that I have, including the one I just discussed.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Thursday, August 20, 2009 8:03 AM
To: arslist@ARSLIST.ORG
Subject: Resolved: Workflow Documentation 7.1


** 

 
Yes, I ended up creating packing lists and breaking it up - I believe it is
the Blacklist in the settings.ini file.  This resolved the issue.  Now I am
going thru and merging the file folders to see the code on one single HTML
page.
 
Yes you are absolutely right.
 
In a message dated 8/19/2009 10:34:03 P.M. Eastern Daylight Time,
lj.longw...@gmail.com writes:

** 
Kathy,
Honestly, I've never worked with the ITSM suite nor run ARInside against it,
but am one of the developers keeping the project alive.  The way ARInside
works is it loads all of the objects into memory, then cross references them
to provide the output.  I know there are LOTS of problems with doing things
with the ITSM code base.  One thing I can recommend trying however is to
utilize the 'exclude list' functionality.  The way this works is you create
a packing list on your server that contains a list of everything you don't
want it to document, that workflow is then excluded from the documentation
output, and may make it possible to document 'part' of the system with less
memory requirements.  Please go out to arinside.com and open a ticket for
the problem if you would like.  Giving as much detail as possible so we can
try to pinpoint a solution.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Wednesday, August 19, 2009 1:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow Documentation 7.1


** 

Do you need to more than 2 GIG of RAM to run this product - because the
arinside executes, then freezes after about 1 hour, and then I get an
exception error.  Is this common with this tool.  The exception error comes
before the forms are generated in the HTML format.  Active
links/filters/applications are displayed
 
In a message dated 8/19/2009 3:06:04 P.M. Eastern Daylight Time,
jennifer.me...@its.nc.gov writes:

** 

ARInside: www.arinside.org  

 

 

Jennifer Meyer


  _  


From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Wednesday, August 19, 2009 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Workflow Documentation 7.1

 

Hi All,

 

I am trying to run a tool to document our workflow on our system (AR 7.1,
ITSM) on Windows.  I had been using AR system, but the AL are displaying,
but the forms are not displaying - is there another free tool I can use to
document the workflow?

 


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Answers Are"_



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Re: Workflow Documentation 7.1

[Kathy Morris]

Then does this mean it is impossible for me to document the ITSM workflow  
using ARInside? I had to split the Active links in Package 1, and forms in  
Package 2 because when I run them together - I get exception errors.  
 
 
In a message dated 8/20/2009 10:12:48 A.M. Eastern Daylight Time,  
lj.longw...@gmail.com writes:

**   
The problem you WILL  come across with merging is that ARInside performs 
its operations with an  'internal id', so in run 1 form 1 is "ABC" but in run 
2 form 1 is "DEF"...so  when you copy the two folders together you will be 
putting two different forms  into the same folder, same with all of the other 
objects.  One of the  enhancements I plan on implementing at some point is 
to have it use  form/workflow name instead of internal ID, this will solve 
several problems  that I have, including the one I just discussed.

 

 From: Action Request System discussion list(ARSList)  
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent:  Thursday, August 20, 2009 8:03 AM
To:  arslist@ARSLIST.ORG
Subject: Resolved: Workflow Documentation  7.1



**   

Yes, I ended up creating packing lists and breaking it up - I believe it  
is the Blacklist in the settings.ini file.  This resolved the  issue.  Now I 
am going thru and merging the file folders to see the  code on one single 
HTML page.
 
Yes you are absolutely right.
 
 
In a message dated 8/19/2009 10:34:03 P.M. Eastern Daylight Time,  
lj.longw...@gmail.com writes:

**   
Kathy,
Honestly, I've never  worked with the ITSM suite nor run ARInside against 
it, but am one of the  developers keeping the project alive.  The way 
ARInside works is it  loads all of the objects into memory, then cross 
references 
them to provide  the output.  I know there are LOTS of problems with doing 
things with  the ITSM code base.  One thing I can recommend trying however is 
to  utilize the 'exclude list' functionality.  The way this works is you  
create a packing list on your server that contains a list of everything you  
don't want it to document, that workflow is then excluded from the  
documentation output, and may make it possible to document 'part' of the  
system with 
less memory requirements.  Please go out to arinside.com  and open a ticket 
for the problem if you would like.  Giving as much  detail as possible so 
we can try to pinpoint a solution.

 

 From: Action Request System discussion  list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kathy  Morris
Sent: Wednesday, August 19, 2009 1:34 PM
To:  arslist@ARSLIST.ORG
Subject: Re: Workflow Documentation  7.1



**   
Do you need to more than 2 GIG of RAM to run this product -  because the 
arinside executes, then freezes after about 1 hour, and  then I get an 
exception error.  Is this common with this tool.   The exception error comes 
before 
the forms are generated in the HTML  format.  Active 
links/filters/applications are displayed
 
 
In a message dated 8/19/2009 3:06:04 P.M. Eastern Daylight Time,  
jennifer.me...@its.nc.gov writes:

** 
 
ARInside: _www.arinside.org_ (http://www.arinside.org/)  
 
Jennifer  Meyer
 
  

 
From:  Action Request System discussion list(ARSList)  
[mailto:arsl...@arslist.org] On Behalf  Of Kathy Morris
Sent: Wednesday, August 19, 2009 2:11  PM
To:  arslist@ARSLIST.ORG
Subject: Workflow Documentation  7.1
 
Hi  All,
 

 
I am trying to  run a tool to document our workflow on our system (AR 7.1, 
ITSM) on  Windows.  I had been using AR system, but the AL are displaying,  
but the forms are not displaying - is there another free tool I can  use to 
document the workflow?
 
  

 


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Re: Resolved: Workflow Documentation 7.1

[LJ Longwing]

The problem you WILL come across with merging is that ARInside performs its
operations with an 'internal id', so in run 1 form 1 is "ABC" but in run 2
form 1 is "DEF"...so when you copy the two folders together you will be
putting two different forms into the same folder, same with all of the other
objects.  One of the enhancements I plan on implementing at some point is to
have it use form/workflow name instead of internal ID, this will solve
several problems that I have, including the one I just discussed.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Thursday, August 20, 2009 8:03 AM
To: arslist@ARSLIST.ORG
Subject: Resolved: Workflow Documentation 7.1


** 
 
Yes, I ended up creating packing lists and breaking it up - I believe it is
the Blacklist in the settings.ini file.  This resolved the issue.  Now I am
going thru and merging the file folders to see the code on one single HTML
page.
 
Yes you are absolutely right.
 
In a message dated 8/19/2009 10:34:03 P.M. Eastern Daylight Time,
lj.longw...@gmail.com writes:

** 
Kathy,
Honestly, I've never worked with the ITSM suite nor run ARInside against it,
but am one of the developers keeping the project alive.  The way ARInside
works is it loads all of the objects into memory, then cross references them
to provide the output.  I know there are LOTS of problems with doing things
with the ITSM code base.  One thing I can recommend trying however is to
utilize the 'exclude list' functionality.  The way this works is you create
a packing list on your server that contains a list of everything you don't
want it to document, that workflow is then excluded from the documentation
output, and may make it possible to document 'part' of the system with less
memory requirements.  Please go out to arinside.com and open a ticket for
the problem if you would like.  Giving as much detail as possible so we can
try to pinpoint a solution.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Wednesday, August 19, 2009 1:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow Documentation 7.1


** 

Do you need to more than 2 GIG of RAM to run this product - because the
arinside executes, then freezes after about 1 hour, and then I get an
exception error.  Is this common with this tool.  The exception error comes
before the forms are generated in the HTML format.  Active
links/filters/applications are displayed
 
In a message dated 8/19/2009 3:06:04 P.M. Eastern Daylight Time,
jennifer.me...@its.nc.gov writes:

** 

ARInside: www.arinside.org  

 

 

Jennifer Meyer


  _  


From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Wednesday, August 19, 2009 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Workflow Documentation 7.1

 

Hi All,

 

I am trying to run a tool to document our workflow on our system (AR 7.1,
ITSM) on Windows.  I had been using AR system, but the AL are displaying,
but the forms are not displaying - is there another free tool I can use to
document the workflow?

 


  _  

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Are"_

  _  

E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties by an
authorized state official.
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Are"_



  _  

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  _  

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Resolved: Workflow Documentation 7.1

[Kathy Morris]

Yes, I ended up creating packing lists and breaking it up - I believe it is 
 the Blacklist in the settings.ini file.  This resolved the issue.  Now  I 
am going thru and merging the file folders to see the code on one  single 
HTML page.
 
Yes you are absolutely right.
 
 
In a message dated 8/19/2009 10:34:03 P.M. Eastern Daylight Time,  
lj.longw...@gmail.com writes:

**   
Kathy,
Honestly, I've never  worked with the ITSM suite nor run ARInside against 
it, but am one of the  developers keeping the project alive.  The way 
ARInside works is it loads  all of the objects into memory, then cross 
references 
them to provide the  output.  I know there are LOTS of problems with doing 
things with the  ITSM code base.  One thing I can recommend trying however is 
to utilize  the 'exclude list' functionality.  The way this works is you 
create a  packing list on your server that contains a list of everything you 
don't want  it to document, that workflow is then excluded from the 
documentation output,  and may make it possible to document 'part' of the 
system with 
less memory  requirements.  Please go out to arinside.com and open a ticket 
for the  problem if you would like.  Giving as much detail as possible so we 
can  try to pinpoint a solution.

 

 From: Action Request System discussion list(ARSList)  
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent:  Wednesday, August 19, 2009 1:34 PM
To:  arslist@ARSLIST.ORG
Subject: Re: Workflow Documentation  7.1



**   
Do you need to more than 2 GIG of RAM to run this product -  because the 
arinside executes, then freezes after about 1 hour, and then  I get an 
exception error.  Is this common with this tool.  The  exception error comes 
before 
the forms are generated in the HTML format.   Active 
links/filters/applications are displayed
 
 
In a message dated 8/19/2009 3:06:04 P.M. Eastern Daylight Time,  
jennifer.me...@its.nc.gov writes:

** 
 
ARInside: _www.arinside.org_ (http://www.arinside.org/)  
 
Jennifer  Meyer
 
  

 
From:  Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]  On Behalf Of Kathy  Morris
Sent: Wednesday,  August 19, 2009 2:11 PM
To:  arslist@ARSLIST.ORG
Subject: Workflow Documentation  7.1
 
Hi  All,
 

 
I am trying to run  a tool to document our workflow on our system (AR 7.1, 
ITSM) on  Windows.  I had been using AR system, but the AL are displaying,  
but the forms are not displaying - is there another free tool I can use  to 
document the workflow?
 
  

 


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Are"_
 

E-mail correspondence to and from this  address may be subject to the North 
Carolina Public Records Law and may be  disclosed to third parties by an 
authorized state  official.
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Are"_


 


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Re: Field limits and date only fields

[Rick Cook]

Jonas,

Active links pull Date/Time formats from the Regional settings of the client. 
You might start there. 

Rick

-Original Message-
From: Jonas Stumph Stevnsvig 

Date: Thu, 20 Aug 2009 15:46:57 
To: 
Subject: Field limits and date only fields


Hi guys, (is it going to be "Jarl to the rescue" again :-D)

I have a weird bahviour in a vendor form:

I have a Date field, which fails when a date is pushed to it by an active link. 
The value is taken from a Date/Time field and run through the 
DATE($mydatetimefield$) function.

the error:

"ARERR [306] Value does not fall within the limits specified for the field :  
(0 - 0) : 536870922"


from the log:
" (536870922) = 24. august 2009"

as far as I can tell the date field limit is defined by the 
DateOnlyFieldLimit(); method in Java, and I can't see any restrictions in the 
database section of the field properties - so i guess the 0 - 0 is a wild goose 
chase.

I've had some other bothers with regional settings - is that whats bothering me 
here to? shouldn't the value be "24-08-2009" and in that case, how to I get my 
active link to format the date properly?


thanks in advance,
ARS 7...@w2k3


Jonas Stumph Stevnsvig
Remedy Developer
BEC Competence Centre
Phone  (+45) 46 38 20 08
Mobile  (+45) 61 56 20 08
jonas.stumph.stevns...@bec.dk
becrem...@bec.dk

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Field limits and date only fields

[Jonas Stumph Stevnsvig]

Hi guys, (is it going to be "Jarl to the rescue" again :-D)

I have a weird bahviour in a vendor form:

I have a Date field, which fails when a date is pushed to it by an active link. 
The value is taken from a Date/Time field and run through the 
DATE($mydatetimefield$) function.

the error:

"ARERR [306] Value does not fall within the limits specified for the field :  
(0 - 0) : 536870922"


from the log:
" (536870922) = 24. august 2009"

as far as I can tell the date field limit is defined by the 
DateOnlyFieldLimit(); method in Java, and I can't see any restrictions in the 
database section of the field properties - so i guess the 0 - 0 is a wild goose 
chase.

I've had some other bothers with regional settings - is that whats bothering me 
here to? shouldn't the value be "24-08-2009" and in that case, how to I get my 
active link to format the date properly?


thanks in advance,
ARS 7...@w2k3


Jonas Stumph Stevnsvig
Remedy Developer
BEC Competence Centre
Phone  (+45) 46 38 20 08
Mobile  (+45) 61 56 20 08
jonas.stumph.stevns...@bec.dk
becrem...@bec.dk

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Re: ARERR 9351 - Need Help

[Howard Richter]

All,

Just a crazy idea, but have you looked at the java running on the mid-tier
box and the amount of memory it i allocated?

Howard

On Thu, Aug 20, 2009 at 9:00 AM, Rich Gustavson  wrote:

> **   Bruce,
>
> We are having the same exact problem, a lot of the times the users dont
> even get the error, it just locks up their screen.  Here are differences
> between our envs we are on:
> - ITSM 7.0.3 patch 7.
> - we are using Weblogic instead of Tomcat., however in the next two weeks
> we are switching over to Tomcat.
>
> And when they use Firefox or IE with Fiddler on, the problem goes away.
> One thing we tried is that if we use IE with Fiddler on but disble the
> fiddler option to "Ignore Certificate Errors", our end users starts to hang
> again.
> We do have a ticket open with Microsoft and they are currently looking into
> the problem as well.
>
> Also, BMC has said to me in the past that in order to get rid of the 9351
> errors you need to flush your cache:
>
> - first try the end users browers cache (have them do it manually)
> - if still have problems then flush the mid tier cache
>
> Weve done that...and most of the 9351 errors have gone away, but the end
> users still hangs to the point where they either have to kill the ie process
> or reboot their machines.
>
> If we find a solution, I will let you know.
>
> Thanks,
> Rich
>
>
> --- On *Wed, 8/19/09, bruce sisk * wrote:
>
>
> From: bruce sisk 
> Subject: Re: ARERR 9351 - Need Help
> To: arslist@ARSLIST.ORG
> Date: Wednesday, August 19, 2009, 6:40 PM
>
> ** Sorry...tried hard to include all the environment...
>
> We are running ITSM 7.0.3 Patch 8.
>
>
> -Original Message-
> From: Joe DeSouza
> Sent: Aug 19, 2009 3:45 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARERR 9351 - Need Help
>
> **
> Bruce,
>
> What patch of the "ITSM Applications" (NOT ARS) are you guys on? I remember
> there used to be an issue with the ardbcQuery.dll with the early releases of
> ITSM 7 that used to result in that error.
>
> I am not sure which patch resolved that problem. I'm pretty sure it was
> either Patch 3 or above though.
>
> Joe
>
>  --
> *From:* bruce sisk 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Wednesday, August 19, 2009 2:20:08 PM
> *Subject:* ARERR 9351 - Need Help
>
> Hello,
>
> We are experiencing a problem with our mid-tier users in that they get a
> 5-10 minute screen lock whenever they try to access the Incident management
> Console by clicking the link on the Home page.  When the screen finally
> unlocks, they get the error:
>
> Unable to setup data connection, which is preventing the application from
> working correctly. (ARERR 9351)
>
> Environment:
>
> ARS 7.1 Patch 7
> Oracle 10 (remote server)
> Mid-tier 7.1 patch 7 (2 remote servers running Tomcat and IIS6 with a load
> balancer)
> Users are browsing with both IE 6 and 7.  We get the error in both.
>
> The problem is intermitent...not everyone is having the problem...those who
> have it don't have it all the time.
>
> Done so far:
>
> Have researched the issue on Remedy's KB...not much information.
> Have researched the issue on ARSList...several postings, but no solutions.
> Have opened an issue with Remedy support...we seem to just be sending them
> log files.
>
> Have tried to turn on client side logging for users having the issue...with
> logging turned on (setting through Preferences form), the issue completely
> goes away.
> Server side logging does not reveal any issues or errors.
> Have downloaded and installed Fiddler (a suggestion from the ARSList
> postings)...again, while logging through Fiddler, the issue completely goes
> away.
> Have downloaded and installed Firefox 3.5 the issue goes away.
>
> Some things we CAN'T do:
>
> IE is the "official" browser for this company, so Firefox is NOT an option.
> The Workflow logging window that opens with client side remedy logging is
> irritating people so that can't be considered a permanent solution.
>
> This is a plea for any insight or solutions from those who have had this
> issue in the past and what you did to resolve it.
>
> Thanks,
>
> Bruce Sisk
> BFS Enterprises
>
> 
> PeoplePC Online
> A better way to Internet
> http://www.peoplepc.com
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>
> 
> PeoplePC Online
> A better way to Internethttp://www.peoplepc.com
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>
>
> _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

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Re: ARERR 9351 - Need Help

[Arner, Todd]

We had 9351 error problem back in January 2008.  Below is how BMC had us
resolved it.  Not sure if it applies to your situation but thought it
might help.
 
Todd Arner
Message from BMC:

For the problem with the 9351 error, BMC is requesting that you follow
below procedure in order to fix the problem.

Seems there's a defect. Can you please use the attached file to disable
the Java API and enable the C RPC layer?

To install this:

1) Stop the Midtier web app server

2) Drop the attached file into the Midtier WEB-INF/classes directory

3) Restart Midtier's web app server




From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rich Gustavson
Sent: Thursday, August 20, 2009 8:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 9351 - Need Help


** 
Bruce,
 
We are having the same exact problem, a lot of the times the users dont
even get the error, it just locks up their screen.  Here are differences
between our envs we are on:
- ITSM 7.0.3 patch 7.
- we are using Weblogic instead of Tomcat., however in the next two
weeks we are switching over to Tomcat.
 
And when they use Firefox or IE with Fiddler on, the problem goes away.
One thing we tried is that if we use IE with Fiddler on but disble the
fiddler option to "Ignore Certificate Errors", our end users starts to
hang again.

We do have a ticket open with Microsoft and they are currently looking
into the problem as well.
 
Also, BMC has said to me in the past that in order to get rid of the
9351 errors you need to flush your cache:
 
- first try the end users browers cache (have them do it manually) 
- if still have problems then flush the mid tier cache
 
Weve done that...and most of the 9351 errors have gone away, but the end
users still hangs to the point where they either have to kill the ie
process or reboot their machines.
 
If we find a solution, I will let you know.
 
Thanks,
Rich
 

--- On Wed, 8/19/09, bruce sisk  wrote:



From: bruce sisk 
Subject: Re: ARERR 9351 - Need Help
To: arslist@ARSLIST.ORG
Date: Wednesday, August 19, 2009, 6:40 PM


** Sorry...tried hard to include all the environment...

We are running ITSM 7.0.3 Patch 8.




-Original Message- 
From: Joe DeSouza 
Sent: Aug 19, 2009 3:45 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: ARERR 9351 - Need Help 

** 
Bruce,
 
What patch of the "ITSM Applications" (NOT ARS) are you
guys on? I remember there used to be an issue with the ardbcQuery.dll
with the early releases of ITSM 7 that used to result in that error.
 
I am not sure which patch resolved that problem. I'm
pretty sure it was either Patch 3 or above though.
 
Joe




From: bruce sisk 
To: arslist@ARSLIST.ORG
Sent: Wednesday, August 19, 2009 2:20:08 PM
Subject: ARERR 9351 - Need Help

Hello,

We are experiencing a problem with our mid-tier users in
that they get a 5-10 minute screen lock whenever they try to access the
Incident management Console by clicking the link on the Home page.  When
the screen finally unlocks, they get the error:

Unable to setup data connection, which is preventing the
application from working correctly. (ARERR 9351)

Environment:

ARS 7.1 Patch 7
Oracle 10 (remote server)
Mid-tier 7.1 patch 7 (2 remote servers running Tomcat
and IIS6 with a load balancer)
Users are browsing with both IE 6 and 7.  We get the
error in both.

The problem is intermitent...not everyone is having the
problem...those who have it don't have it all the time.

Done so far:

Have researched the issue on Remedy's KB...not much
information.
Have researched the issue on ARSList...several postings,
but no solutions.
Have opened an issue with Remedy support...we seem to
just be sending them log files.

Have tried to turn on client side logging for users
having the issue...with logging turned on (setting through Preferences
form), the issue completely goes away.
Server side logging does not reveal any issues or
errors.
Have downloaded and installed Fiddler (a suggestion from
the ARSList postings)...again, while logging through Fiddler, the issue
completely goes away.
Have downloaded and installed Firefox 3.5 the issue goes
away

ADM:Timing Test

[Daniel Bloom]

9:04am EST

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Re: ARERR 9351 - Need Help

[Rich Gustavson]

Bruce,
 
We are having the same exact problem, a lot of the times the users dont even 
get the error, it just locks up their screen.  Here are differences between our 
envs we are on:
- ITSM 7.0.3 patch 7.
- we are using Weblogic instead of Tomcat., however in the next two weeks we 
are switching over to Tomcat.
 
And when they use Firefox or IE with Fiddler on, the problem goes away.  One 
thing we tried is that if we use IE with Fiddler on but disble the fiddler 
option to "Ignore Certificate Errors", our end users starts to hang again.

We do have a ticket open with Microsoft and they are currently looking into the 
problem as well.
 
Also, BMC has said to me in the past that in order to get rid of the 9351 
errors you need to flush your cache:
 
- first try the end users browers cache (have them do it manually) 
- if still have problems then flush the mid tier cache
 
Weve done that...and most of the 9351 errors have gone away, but the end users 
still hangs to the point where they either have to kill the ie process or 
reboot their machines.
 
If we find a solution, I will let you know.
 
Thanks,
Rich
 

--- On Wed, 8/19/09, bruce sisk  wrote:


From: bruce sisk 
Subject: Re: ARERR 9351 - Need Help
To: arslist@ARSLIST.ORG
Date: Wednesday, August 19, 2009, 6:40 PM


** 
#yiv147925578 {font-family:Geneva, Arial, Helvetica, 
sans-serif;font-size:9pt;background-color:#ff;color:black;}#yiv147925578 
p{margin:0px;}
Sorry...tried hard to include all the environment...

We are running ITSM 7.0.3 Patch 8.



-Original Message- 
From: Joe DeSouza 
Sent: Aug 19, 2009 3:45 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: ARERR 9351 - Need Help 

** 




Bruce,
 
What patch of the "ITSM Applications" (NOT ARS) are you guys on? I remember 
there used to be an issue with the ardbcQuery.dll with the early releases of 
ITSM 7 that used to result in that error.
 
I am not sure which patch resolved that problem. I'm pretty sure it was either 
Patch 3 or above though.
 
Joe




From: bruce sisk 
To: arslist@ARSLIST.ORG
Sent: Wednesday, August 19, 2009 2:20:08 PM
Subject: ARERR 9351 - Need Help

Hello,

We are experiencing a problem with our mid-tier users in that they get a 5-10 
minute screen lock whenever they try to access the Incident management Console 
by clicking the link on the Home page.  When the screen finally unlocks, they 
get the error:

Unable to setup data connection, which is preventing the application from 
working correctly. (ARERR 9351)

Environment:

ARS 7.1 Patch 7
Oracle 10 (remote server)
Mid-tier 7.1 patch 7 (2 remote servers running Tomcat and IIS6 with a load 
balancer)
Users are browsing with both IE 6 and 7.  We get the error in both.

The problem is intermitent...not everyone is having the problem...those who 
have it don't have it all the time.

Done so far:

Have researched the issue on Remedy's KB...not much information.
Have researched the issue on ARSList...several postings, but no solutions.
Have opened an issue with Remedy support...we seem to just be sending them log 
files.

Have tried to turn on client side logging for users having the issue...with 
logging turned on (setting through Preferences form), the issue completely goes 
away.
Server side logging does not reveal any issues or errors.
Have downloaded and installed Fiddler (a suggestion from the ARSList 
postings)...again, while logging through Fiddler, the issue completely goes 
away.
Have downloaded and installed Firefox 3.5 the issue goes away.

Some things we CAN'T do:

IE is the "official" browser for this company, so Firefox is NOT an option.
The Workflow logging window that opens with client side remedy logging is 
irritating people so that can't be considered a permanent solution.

This is a plea for any insight or solutions from those who have had this issue 
in the past and what you did to resolve it.

Thanks,

Bruce Sisk
BFS Enterprises


PeoplePC Online
A better way to Internet
http://www.peoplepc.com
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_

PeoplePC Online
A better way to Internet
http://www.peoplepc.com_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: 
"Where the Answers Are"_ 




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Re: Support Renewal - developer Plus

[Tanner, Doug]

Thanks, UWIP was a lot of Fun and hey it forced Remedy to get creative with 
their email engine :)
I have used arutilities in the past and recommend it as well!
Doug
(those of you who remember Room 2524 San Jose RUG - :))

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of rem...@arutilities.com
Sent: Thursday, August 20, 2009 8:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support Renewal - developer Plus

ARUtilities may be a reasonable option if you do not want to pay high
prices. ARUtilities is pretty cheap compared to some of the others, and
may have a lot of functionality that you could use. In addition,
ARUtilities is updated on a regular basis to offer as much functionality
as possible (a new version is coming soon).

Have a look at http://www.arutilities.com and download a free fully
functional evaluation copy.

Hope this helps.

Les Ganton


> UWIP rocked also! :-)
>
> (thanks for the software)
>
> --
> Jarl
>
>
>
> 2009/8/19 Tanner, Doug :
>> Yeah, ITMasters Rocked!
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Shyam Attavar
>> Sent: Wednesday, August 19, 2009 3:30 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Support Renewal - developer Plus
>>
>> If you see value in using Remedy Developer Plus, then you may continue
>> support.
>>
>> IMHO, the tool is very slow and does not perform all the things that I
>> was
>> used to, with IT Masters tool that RDP replaced. So, we did not continue
>> support for RDP.
>>
>> My 2¢
>> --
>> Shyam
>>
>> "jham36"  wrote in message
>> news:<01c95ad5-0506-4643-adfa-9dbf3c221...@d32g2000yqh.googlegroups.com>
>> It still works with a 7.1 server.  I believe it becomes obsolete with
>> 7.5
>>
>> James
>>
>> On Aug 19, 9:33 am, "Sokol, Brian"  wrote:
>>> I just was sent our annual support renewal. One of the items is Remedy
>>> Developer Plus. Is there any reason to pay for this product? Isn't this
>>> product discontinued? Should I have it removed?
>>>
>>> Thanks,
>>>
>>> Brian Sokol
>>> Manager, Desktop Services
>>> Scholastic Inc.
>>> 557 Broadway
>>> NY, NY 10012
>>> (212) 343-6494http://www.Scholastic.com
>>>
>>>
>> 
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>> 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
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>> disseminating or re-using any of the information contained in this
>> e-mail by anyone other than the intended recipient is strictly
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>> the presence of viruses, as the sender accepts no liability for any
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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.

Re: Support Renewal - developer Plus

[remedy]

ARUtilities may be a reasonable option if you do not want to pay high
prices. ARUtilities is pretty cheap compared to some of the others, and
may have a lot of functionality that you could use. In addition,
ARUtilities is updated on a regular basis to offer as much functionality
as possible (a new version is coming soon).

Have a look at http://www.arutilities.com and download a free fully
functional evaluation copy.

Hope this helps.

Les Ganton


> UWIP rocked also! :-)
>
> (thanks for the software)
>
> --
> Jarl
>
>
>
> 2009/8/19 Tanner, Doug :
>> Yeah, ITMasters Rocked!
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Shyam Attavar
>> Sent: Wednesday, August 19, 2009 3:30 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Support Renewal - developer Plus
>>
>> If you see value in using Remedy Developer Plus, then you may continue
>> support.
>>
>> IMHO, the tool is very slow and does not perform all the things that I
>> was
>> used to, with IT Masters tool that RDP replaced. So, we did not continue
>> support for RDP.
>>
>> My 2¢
>> --
>> Shyam
>>
>> "jham36"  wrote in message
>> news:<01c95ad5-0506-4643-adfa-9dbf3c221...@d32g2000yqh.googlegroups.com>
>> It still works with a 7.1 server.  I believe it becomes obsolete with
>> 7.5
>>
>> James
>>
>> On Aug 19, 9:33 am, "Sokol, Brian"  wrote:
>>> I just was sent our annual support renewal. One of the items is Remedy
>>> Developer Plus. Is there any reason to pay for this product? Isn't this
>>> product discontinued? Should I have it removed?
>>>
>>> Thanks,
>>>
>>> Brian Sokol
>>> Manager, Desktop Services
>>> Scholastic Inc.
>>> 557 Broadway
>>> NY, NY 10012
>>> (212) 343-6494http://www.Scholastic.com
>>>
>>>
>> 
>> ___
>>> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
>>> Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers
>>> Are"
>>
>> --
>>
>> ___
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>> 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"
>>
>
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Re: ARERR 9351 - Need Help

[Arner, Todd]

We had this same problem and BMC sent us a file to put in the mid-tier
WEB-INF/classes directory.  That fixed our issue.  Unfortunately, I am
not able to find in my notes which file it was that we added.  Hope this
helps some.

Todd Arner
Great Lakes

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of bruce sisk
Sent: Wednesday, August 19, 2009 5:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 9351 - Need Help

we are already chunking the table...50 records at a time.

-Original Message-
>From: William Rentfrow 
>Sent: Aug 19, 2009 3:24 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: ARERR 9351 - Need Help
>
>I ran into something like this a while ago.
>
>If you can limit the results on the table field which refreshes on
open.
>We were having performance problems due to issues on the Oracle side
and
>a refresh of data in that console when it opened would produce exactly
>the same result.
>
>You might try turning on chunking or temporarily changing code so that
>it doesn't refresh when it opens. 
>
>
>William Rentfrow
>Principal Consultant, StrataCom Inc.
>wrentf...@stratacominc.com
>Corporate Website, www.stratacominc.com
>Blog, www.williamrentfrow.com
>715-410-8156 C
>
>-Original Message-
>From: Action Request System discussion list(ARSList)
>[mailto:arsl...@arslist.org] On Behalf Of bruce sisk
>Sent: Wednesday, August 19, 2009 1:20 PM
>To: arslist@ARSLIST.ORG
>Subject: ARERR 9351 - Need Help
>
>Hello,
>
>We are experiencing a problem with our mid-tier users in that they get
a
>5-10 minute screen lock whenever they try to access the Incident
>management Console by clicking the link on the Home page.  When the
>screen finally unlocks, they get the error:
>
>Unable to setup data connection, which is preventing the application
>from working correctly. (ARERR 9351)
>
>Environment:
>
>ARS 7.1 Patch 7
>Oracle 10 (remote server)
>Mid-tier 7.1 patch 7 (2 remote servers running Tomcat and IIS6 with a
>load balancer) Users are browsing with both IE 6 and 7.  We get the
>error in both.
>
>The problem is intermitent...not everyone is having the problem...those
>who have it don't have it all the time.
>
>Done so far:
>
>Have researched the issue on Remedy's KB...not much information.
>Have researched the issue on ARSList...several postings, but no
>solutions.
>Have opened an issue with Remedy support...we seem to just be sending
>them log files.
>
>Have tried to turn on client side logging for users having the
>issue...with logging turned on (setting through Preferences form), the
>issue completely goes away.
>Server side logging does not reveal any issues or errors.
>Have downloaded and installed Fiddler (a suggestion from the ARSList
>postings)...again, while logging through Fiddler, the issue completely
>goes away.
>Have downloaded and installed Firefox 3.5 the issue goes away.
>
>Some things we CAN'T do:
>
>IE is the "official" browser for this company, so Firefox is NOT an
>option.
>The Workflow logging window that opens with client side remedy logging
>is irritating people so that can't be considered a permanent solution.
>
>This is a plea for any insight or solutions from those who have had
this
>issue in the past and what you did to resolve it.
>
>Thanks,
>
>Bruce Sisk
>BFS Enterprises
>
>
>PeoplePC Online
>A better way to Internet
>http://www.peoplepc.com
>
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Are"



PeoplePC Online
A better way to Internet
http://www.peoplepc.com


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