Re: Question Advance Query 1=0

[Grooms, Frederick W]

I believe it was implemented (leaving the qualification blank) in v6.0 (or 
6.3).  There was even a session at RUG 2005 on performance tuning that talked 
about removing the 1=0 from the Push Fields (to eliminate the database call 
completely).

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Friday, October 16, 2009 7:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question Advance Query 1=0

**
I believe 7.1 behaves this way as well.  I have workflow that makes this 
assumption, and it all appears to work as expected.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Brien Dieterle
Sent: Thursday, October 15, 2009 10:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question Advance Query 1=0

**
FYI (from 7.5 docs):

To create a Push Fields action that does not search for existing records, but
instead always creates a new request, do not enter any qualification. In this 
case,
make sure to select Create a New Request in the If No Requests Match field and
Take No Action in the If Any Requests Match field.

Brien Dieterle

Misi Mladoniczky wrote:

Hi!



I do not know about the advanced search, but I have often seen (1=0) used

in a Push-Fields-Action (FLTR/ACTL) where you allways want to create new

records.



I have used it myself to trigger the no-match-action in escalations, when

I want to run a single operation for example each night.



The (1=1) is typically used to show everything in systems where that do

not allow Unqualified Queries, which is a server setting.



Best Regards - Misi, RRR AB, http://www.rrr.se



Products from RRR Scandinavia:

* RRR|License - Not enough Remedy licenses? Save money by optimizing.

* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.

* RRR|Translator - Manage and automate your language translations.

Find these products, and many free tools and utilities, at http://rrr.se.





ARSList,



Here is a interesting question for the list.  I was presented a question

about 1=1 and 1=0 on the advance query bar.  This qualification is used

in out of the box Service Level Targets for ITSM 7.1. (1=0).



Why would you use 1=0?



How would you use 1=0?



Can anybody explain?



 Robert Thomas | BMC/Remedy Professional | ITIL | Cellular Phone

469.865.5645|










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Re: Tomcat Crashing on ARS 7.1 Patch 6

[Grooms, Frederick W]

It would help to know what OS platform you are running Tomcat on (I'm guessing 
Windows since you list a .dll).  What is your settings for stack Min and Max?

FYI: You may need to look at bumping MidTier to Patch 7 as it resolves a bug 
(From the Patch 7 readme file)
SW00309716  A large mid tier memory cache caused the JVM to fill up and 
result in OutOfMemory errors.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of kishorkv
Sent: Friday, October 16, 2009 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Crashing on ARS 7.1 Patch 6

Please advice...


kishorkv wrote:
> 
> Tomcat crashes when 100+ of recrds (around 155 updates) on a form get
> updated through a static method
> 
> Partial code of my statis method ..
> Field[] formFields;
> Timestamp timestamp = new Timestamp(0);
> FieldFactory ff = FieldFactory.getFactory();
> FieldCriteria fc = new FieldCriteria();
> fc.setRetrieveAll(true);
> FieldListCriteria flc = new
> FieldListCriteria(schema,timestamp,FieldType.AR_ALL_FIELD);
> formFields = ff.findObjects(context,flc,fc); // I think here it fails
> QualifierInfo qual = Util.ARGetQualifier(context, qualraw, formFields,
> null, Constants.AR_QUALCONTEXT_DEFAULT);
> EntryListCriteria listcriteria = new EntryListCriteria(schema, qual, 1,
> null, null, null);
> Entry[] entrys = entryFactory.findObjects(context, listcriteria, criteria,
> true, new Integer(1));
> 
> 
> 
> hs_err_pid file..
> 
> Stack: [0x4de6,0x4dea],  sp=0x4de9e78c,  free space=249k
> Native frames: (J=compiled Java code, j=interpreted, Vv=VM code, C=native
> code)
> C  [arjni70.dll+0x1f26f]
> 
> Java frames: (J=compiled Java code, j=interpreted, Vv=VM code)
> v  ~BufferBlob::Interpreter
> J 
> com.remedy.arsys.api.FieldFactory.findObjects(Lcom/remedy/arsys/api/ARServerUser;Lcom/remedy/arsys/api/FieldListCriteria;Lcom/remedy/arsys/api/FieldCriteria;)[Lcom/remedy/arsys/api/Field;
> v  ~BufferBlob::Interpreter
> 
> 
> 
> WebServer: Tomcat 5.5
> 
> MidTier: 7.1 Patch 6
> 
> Heap Size: 1 GB
> 
> Please advice.
> 
> Thanks in advance.
> 
> 
> 

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Re: [Probable SPAM] Re: Question Advance Query 1=0

[Duncan McFarlane]

I had to use this today on a Push/filter to create records on a change to a
join form.  Without it there it would only create one record in the form.
Once it was in the push if it created all the records I needed.  Still
having other issue however it worked well.

 

Duncan

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Conny Martin
Sent: October 16, 2009 1:11 PM
To: arslist@ARSLIST.ORG
Subject: AW: [Probable SPAM] Re: Question Advance Query 1=0

 

arserverd generates a sql statement like this.

 

select c1 from t where 1=0

 

This statement does not return any rows and completes really fast,
regardless the number of rows in the table. But if this filter action is
triggered one million times a day you should left the "push field if" blank,
because there will be no database interaction in this case and this will be
faster.

 

Kind Regards Conny

 

  _  

Von: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] Im Auftrag von Sreenivas
Gesendet: Freitag, 16. Oktober 2009 15:22
An: arslist@ARSLIST.ORG
Betreff: Re: [Probable SPAM] Re: Question Advance Query 1=0

** 

My question here is if you place 1=0 in qualification does it search all the
existing records and then create a new record (when you select Create a New
Request in the If No Requests Match field).

 

Sreeni

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Re: Atrium 7.5 upgrade failed - HELP!

[DCI Remedy]

Tommy,

 

Yeah, we've wiped the install dirs and went through the workflow and
customizations.  Very minimal stuff.  Looks like a call to BMC is in order.

 

Thanks!

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Friday, October 16, 2009 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium 7.5 upgrade failed - HELP!

 

** 

We encountered similar issues with upgrade/ patching. Had to clean-up files
directories and form names and reinstall manually using command line codes
with the help of BMC Support. The issue was opened for 2 months before the
issue was identified and corrected though. Also had different results across
environments so the root cause for failure is not exactly known. We did
narrow down the fact that when we upgraded from 7.1 to 7.5 the upgrade did
not complete successfully even though the logs stated that the it completed
successfully. Somewhere in the install there was and error but the error was
ignored and so forms names were changed but the form structure did not. When
trying to patch, the system was looking for the old form names but they did
not exist. 

Check for any form names that have a '/' in them instead of a '-' and vice
versa.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of DCI Remedy
Sent: Friday, October 16, 2009 8:38 AM
To: arslist@ARSLIST.ORG
Subject: Atrium 7.5 upgrade failed - HELP!

 

** 

Hello listers!

 

So I'm running into issues with my Atrium Upgrade.

 

Windows 2003 Server (VM)

MS SQL Server 2005 (Separate server)

ARS 7.5 Patch 3

CMDB 2.1 Patch 6

Incident and Problem Patch 9000

Midtier 7.5 (Separate server)

 

It errors out on this step.

 

  BMC Atrium Core 7.5.00 patch 002 install failed.

  

  Feature BMC Atrium CMDB failed

 com.bmc.smbu.install.common.rule.engine.CommandExecutionException: Exec
command ("C:\DOCUME~1\\LOCALS~1\Temp\Utilities\cmdb\cmdbdriver.exe" -s
 -u Demo -p  -t 9067 -x "E:\Program
Files\BMC
Software\AtriumCore\cmdb\en\workflow\upgrade\210patch000\upgr-cmd-OSD.txt")
returned an exit code of 1, which was interpreted as a failure

  Feature Atrium Impact Simulator Engine failed

 Installation was skipped because BMC Atrium CMDB failed to install

 

I've restored the DB and tried the  Atrium Patch 3 and got the same error.

 

We are not installing the Atrium WS

 

Any help is greatly appreciated.  I've been struggling with this for a few
days now.

 

Thanks

 

Ed

 

 

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Re: IIS-Tomcat 6.0 vs only Tomcat 6.0 for Mid-tier 7.5

[Lyle Taylor]

One thing to point out is that if you want to install certain product 
documentation (e.g., ITSM) it wants to install it in the web server's document 
directory.  I'm not sure how that would work, since tomcat consider the 
subdirectories to generally be associate with JSP applications, and I don't 
know if the installer would handle installing the HTML docs under Tomcat.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of John Baker
Sent: Wednesday, October 14, 2009 5:02 AM
To: arslist@ARSLIST.ORG
Subject: IIS-Tomcat 6.0 vs only Tomcat 6.0 for Mid-tier 7.5

Hello,

There's no obvious point using IIS if you're not going to do some load
balancing, etc., with mod_jk.  All IIS will do is pass on requests to
Tomcat, which has a perfectly good HTTP connector of its own.  And if you
really want to do load balancing etc., then consider Apache.

Even if you have two or more Tomcat instances running Midtier then you may
want to consider a sticky load balancer in front of the instances, which
still gives IIS nothing to do.

So in your situation, using IIS sounds like it'll just make management of
the solution more complicated.


John Baker

Java System Solutions : http://www.javasystemsolutions.com

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Re: Mid Tier Help

[Lyle Taylor]

I've seen issues similar to this when forms were referencing another server.  
For example, a while back we had some contractors make some customizations to a 
form and they migrated it to our test and prod environment, I think by 
exporting the form to a def file and importing it into the target servers.  
After that, certain users started see errors like this.  It turned out that 
certain items on the form were referencing the dev server, and the people 
getting the errors didn't have an account on the dev server.

So, I'm not sure exactly how that applies in this situation, but might be a 
point to look into or a direction to check out.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Friday, October 16, 2009 3:53 PM
To: arslist@ARSLIST.ORG
Subject: Mid Tier Help

I have copied my production system to a dev system a while back, everything is 
working except the Mid Tier.
I can bring up the Mid Tier Config page, and I can access the homepage of the 
Mid Tier (displays Requester Console link, INC Console link, CHG console link).
The issue is when I click on any of the links to access the console, I get the 
following:

The following error(s) occurred while trying to process your request: 

ARERR [623] 
Authentication failed  


SSO / EA works if using the user tool.
Cross reference black password is on and works. 

Any ideas??

Thanks - Marcelo

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Re: Question Advance Query 1=0

[Lyle Taylor]

I believe 7.1 behaves this way as well.  I have workflow that makes this 
assumption, and it all appears to work as expected.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Brien Dieterle
Sent: Thursday, October 15, 2009 10:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question Advance Query 1=0

**
FYI (from 7.5 docs):

To create a Push Fields action that does not search for existing records, but
instead always creates a new request, do not enter any qualification. In this 
case,
make sure to select Create a New Request in the If No Requests Match field and
Take No Action in the If Any Requests Match field.

Brien Dieterle

Misi Mladoniczky wrote:

Hi!



I do not know about the advanced search, but I have often seen (1=0) used

in a Push-Fields-Action (FLTR/ACTL) where you allways want to create new

records.



I have used it myself to trigger the no-match-action in escalations, when

I want to run a single operation for example each night.



The (1=1) is typically used to show everything in systems where that do

not allow Unqualified Queries, which is a server setting.



Best Regards - Misi, RRR AB, http://www.rrr.se



Products from RRR Scandinavia:

* RRR|License - Not enough Remedy licenses? Save money by optimizing.

* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.

* RRR|Translator - Manage and automate your language translations.

Find these products, and many free tools and utilities, at http://rrr.se.





ARSList,



Here is a interesting question for the list.  I was presented a question

about 1=1 and 1=0 on the advance query bar.  This qualification is used

in out of the box Service Level Targets for ITSM 7.1. (1=0).



Why would you use 1=0?



How would you use 1=0?



Can anybody explain?



 Robert Thomas | BMC/Remedy Professional | ITIL | Cellular Phone

469.865.5645|



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Re: Notification Messages - Strange Behavior

[Jase Brandon]

Thanks Eric,
Wow - yeah, I see what you mean now.. I just spent three hours looking over
every form and filter on NTE:Notifier, NTE:Sys Group Control, and NTE:Sys
Invidual Control.
I love the way the TASK module doesn't seem to work with anything else but
itself.  I am going to have to do some serious customization just to get
$Contact Company$ to be added to an email notification. This works fine for
Incidents, but not for Tasks.
I will be so happy when BMC finally cleans up the TASK module.

UGHHH, RANT, SIGH

Thanks,

Jase

On Thu, Oct 15, 2009 at 4:12 PM, Roys, Eric D  wrote:

>  Jase,
>
> Believe it or not, it's not as data-driven (easy) as you think it might be.
> There are filters in a filter guide that perform lookups/replaces on the
> variables identified. If it is not replacing the variable it either because
> the variable is typed incorrectly or that there's no filter to translate the
> variable. If it's the latter, you'll need to add another filter to the
> existing guide to 'translate' your newly defined variable.
>
> -Eric
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Jase Brandon
> *Sent:* Thursday, October 15, 2009 2:41 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* SYS:Notification Messages - Strange Behavior
>
> ** Hello Listers,
> ARS 7.1 Patch 002
> Windows
>
> I was trying what I thought would be a very simple task, but am perplexed.
> I had a request to include Site and Company in the Task Notification
> messages, so I went to the SYS;Notification Messages form and modified the
> three related task related notifications as below:
>
> You have been assigned Task #Task ID#
> Task Type: #TaskType#
> Priority: #Priority#
> Summary: #Summary#
> Location Company: #Location Company#
> Site: #Site#
>
> The Site works fine, but the Location Company won't come across via email.
> Only the Site does.
> Has anyone else seen this? Is there anything else I need to configure other
> than the SYS:Notifications form?
>
>
> Thanks,
>
> Jase Brandon
> Remedy Developer
> Quality Technology Services
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Re: SRM

[michael campbell]

 If you are talking to anyone in the government, SAM is Sunflower asset 
Management

 

m


Date: Fri, 16 Oct 2009 12:43:13 -0500
From: john.sundb...@kineticdata.com
Subject: Re: SRM
To: arslist@ARSLIST.ORG

** 




I do not believe SRM does work with ITSM 6, however Kinetic Request (which is a 
service request management system built on Remedy) does work with ITSM6.


http://www.kineticdata.com/Products/KineticRequest/index.html


-John






On Oct 16, 2009, at 9:28 AM, Kathy Morris wrote:** 

Does SRM work with ITSM 6?
 
What is SAM?
 
 
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235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com


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Re: 7.5 or 7.6

[michael campbell]

Pretty sure 7.6 is going to fix the 508 compliance issues.  I think 7.6 gets 
released very soon.

 

mike
 


Date: Fri, 16 Oct 2009 11:08:49 -0400
From: bso...@scholastic.com
Subject: Re: 7.5 or 7.6
To: arslist@ARSLIST.ORG

** 
Chris I am in the same boat as you. Looking at moving everything to 7.5. Did 
not know there was going to be an ITSM 7.6. It has been released on the BMC 
website.
 
Brian



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Wednesday, September 09, 2009 7:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6


** 





Thanks… that is helpful to know.  I’m sure we’ll be hearing more before much 
longer.
 
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Wednesday, September 09, 2009 5:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6
 
** 
Since it’s not yet released – and apps aren’t in my direct circle of control – 
I can’t speak too much about that.  But primarily the new version centers 
around implementing further simplified best practice views – which started with 
Service Desk in ITSM 7.5.x – and additional KPI & ROI reporting/dashboards.
 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Wednesday, September 09, 2009 3:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6
 
** 
So what is ITSM 7.6 ?... 7.5 with working installers and better QA (I hope, 
especially in the case of Atrium Core)?  Or are they re-designing it yet again, 
meaning that the interfaces and blocks of code in the plumbing will change too? 
 Or, is 7.6 just 7.5 with better integration to the non-Remedy applications in 
the BMC arsenal (which would imply even more changes to the Atrium Core)?
 
It would be helpful to know that while we are trying to plan for an upgrade or 
migration from 7.1/7.0.3 to 7.5/7.5 within the next 6 months.  Code quality, or 
lack thereof in the upgrade installers, has already delayed that into or past 
the fall semester.
 
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Wednesday, September 09, 2009 4:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6
 
** 
First off – this is where being very specific about Company, brand, product 
name and version is important.  I posted a blog entry about this on BMC DN:
 
http://communities.bmc.com/communities/community/bmcdn/bmc_atrium_and_foundation_technologies/bmc_remedy_ar_system/blog/2009/01/21/company-brand-product-version---why-all-are-important-to-keep-straight
 
Several BMC Remedy applications will soon be revisioning to a version of 7.6.  
For example, applications within the ITSM suite of products (Change Management, 
Asset Management, Service Desk) will be revisioning collectively as BMC Remedy 
ITSM 7.6.  Other applications may also revision to a version 7.6 over the next 
several months.
 
AR System is not revisioning to version 7.6 in that same time frame.  AR System 
will remain at version 7.5.00 until the next major release – which is 
tentatively scheduled to occur in mid 2010.  The tentative numbering for the 
next AR System release is 8.0.00.  
 
When AR System 8.0.00 releases, then AR System 7.0.01 would become unsupported. 
 When AR System 8.0.00 releases, the supported AR System versions would then be 
8.0.00, 7.5.00 and 7.1.00.  7.1.00 would be the C-2 release and thus be in 
“limited support” as per the BMC Product Support Policy.
 
 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Wednesday, September 09, 2009 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6
 
** 
Where are you seeing 7.6 info?
 




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Howard Richter
Sent: Wednesday, Se

Mid Tier Help

[Martinez, Marcelo A]

I have copied my production system to a dev system a while back, everything is 
working except the Mid Tier.
I can bring up the Mid Tier Config page, and I can access the homepage of the 
Mid Tier (displays Requester Console link, INC Console link, CHG console link).
The issue is when I click on any of the links to access the console, I get the 
following:

The following error(s) occurred while trying to process your request: 

ARERR [623] 
Authentication failed  


SSO / EA works if using the user tool.
Cross reference black password is on and works. 

Any ideas??

Thanks - Marcelo

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Re: Atrium 7.5 upgrade failed - HELP!

[Peter Romain]

When our upgrade failed (at an earlier point, we were going from CMDB
2.0.1 to CMDB 2.1 P5) we traced it to a problem in the hosts file.

The server name was pointing to the load balancer which caused the driver
script to fail.

This may not be your issue but it could be worth checking the hosts file
in case.

Cheers

Peter



> Hello listers!
>
>
>
> So I'm running into issues with my Atrium Upgrade.
>
>
>
> Windows 2003 Server (VM)
>
> MS SQL Server 2005 (Separate server)
>
> ARS 7.5 Patch 3
>
> CMDB 2.1 Patch 6
>
> Incident and Problem Patch 9000
>
> Midtier 7.5 (Separate server)
>
>
>
> It errors out on this step.
>
>
>
>   BMC Atrium Core 7.5.00 patch 002 install failed.
>
>   
>
>   Feature BMC Atrium CMDB failed
>
>  com.bmc.smbu.install.common.rule.engine.CommandExecutionException:
> Exec
> command ("C:\DOCUME~1\\LOCALS~1\Temp\Utilities\cmdb\cmdbdriver.exe" -s
>  -u Demo -p  -t 9067 -x "E:\Program
> Files\BMC
> Software\AtriumCore\cmdb\en\workflow\upgrade\210patch000\upgr-cmd-OSD.txt")
> returned an exit code of 1, which was interpreted as a failure
>
>   Feature Atrium Impact Simulator Engine failed
>
>  Installation was skipped because BMC Atrium CMDB failed to install
>
>
>
> I've restored the DB and tried the  Atrium Patch 3 and got the same error.
>
>
>
> We are not installing the Atrium WS
>
>
>
> Any help is greatly appreciated.  I've been struggling with this for a few
> days now.
>
>
>
> Thanks
>
>
>
> Ed
>
>
>
>
>
>
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Re: Tomcat Crashing on ARS 7.1 Patch 6

[kishorkv]

Please advice...


kishorkv wrote:
> 
> Tomcat crashes when 100+ of recrds (around 155 updates) on a form get
> updated through a static method
> 
> Partial code of my statis method ..
> Field[] formFields;
> Timestamp timestamp = new Timestamp(0);
> FieldFactory ff = FieldFactory.getFactory();
> FieldCriteria fc = new FieldCriteria();
> fc.setRetrieveAll(true);
> FieldListCriteria flc = new
> FieldListCriteria(schema,timestamp,FieldType.AR_ALL_FIELD);
> formFields = ff.findObjects(context,flc,fc); // I think here it fails
> QualifierInfo qual = Util.ARGetQualifier(context, qualraw, formFields,
> null, Constants.AR_QUALCONTEXT_DEFAULT);
> EntryListCriteria listcriteria = new EntryListCriteria(schema, qual, 1,
> null, null, null);
> Entry[] entrys = entryFactory.findObjects(context, listcriteria, criteria,
> true, new Integer(1));
> 
> 
> 
> hs_err_pid file..
> 
> Stack: [0x4de6,0x4dea],  sp=0x4de9e78c,  free space=249k
> Native frames: (J=compiled Java code, j=interpreted, Vv=VM code, C=native
> code)
> C  [arjni70.dll+0x1f26f]
> 
> Java frames: (J=compiled Java code, j=interpreted, Vv=VM code)
> v  ~BufferBlob::Interpreter
> J 
> com.remedy.arsys.api.FieldFactory.findObjects(Lcom/remedy/arsys/api/ARServerUser;Lcom/remedy/arsys/api/FieldListCriteria;Lcom/remedy/arsys/api/FieldCriteria;)[Lcom/remedy/arsys/api/Field;
> v  ~BufferBlob::Interpreter
> 
> 
> 
> WebServer: Tomcat 5.5
> 
> MidTier: 7.1 Patch 6
> 
> Heap Size: 1 GB
> 
> Please advice.
> 
> Thanks in advance.
> 
> 
> 

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Re: Reported date

[Charles Baldi]

I think that ReportedDate has workflow that sets it based on Reported
Source. I don't know if that gets called via the interface create form
or not but it is a place to look.

Regards,
Chuck Baldi

On 10/16/09, Ramey, Anne  wrote:
> I'm seeing an issue where sometimes, when a ticket is created through the
> HPD:IncidentInterface_Create, the Reported Date is not getting set.  It's
> not on every ticket created this way, just some of them.  Has anyone else
> seen this?
>
> Anne Ramey
>
>
>
> 
> E-mail correspondence to and from this address may be subject to the North
> Carolina Public Records Law and may be disclosed to third parties by an
> authorized state official.
>
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Reported date

[Ramey, Anne]

I'm seeing an issue where sometimes, when a ticket is created through the 
HPD:IncidentInterface_Create, the Reported Date is not getting set.  It's not 
on every ticket created this way, just some of them.  Has anyone else seen this?

Anne Ramey




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Re: SYS:Notification Messages - Strange Behavior

[Jase Brandon]

RESOLVED - I missed one "#" - man do I feel embarrassed.. :-)

Thanks to all for your help!!!

Thanks,

Jase

On Fri, Oct 16, 2009 at 3:21 PM, Jase Brandon  wrote:

> Hi Kevin,
> Thanks so much for the doc and the advice.
>
> I don't have the filters you mentioned in the document. Some I do, some I
> dont - I am more confused now.
> We are on 7.1 Patch 002.
> I do not have the filters:
>
> INC:899z-NotificationGenerator-PNPC`!
> NPC:020S-GetINCData ( or one for task)
> NPC:180S-CreateNTRecord-PNTI
> NPC:180M-CreateNTRecord-PNTI`!
> NTG:030S-SetFieldsfromNPC
>
> I tried looking for "NTE" as leading chars and still don't have these.
> Am I missing something I should have noticed in the doc?
>
> Thanks,
>
> Jase
>
>
>
>
> On Fri, Oct 16, 2009 at 1:50 PM, Chowdhury, Tauf 
> wrote:
>
>> **
>>
>> Jase,
>>
>> You may have to add the translation in this filter…
>>
>>
>>
>> NTE:SHR:TranslateNotificationMessageTAS_130
>>
>>
>>
>>
>>
>> *T**auf** **C**howdhury** ***
>>
>> Analyst, Service Management
>>
>> Office: 631.858.7765
>>
>> Mobile:646.483.2779
>>
>>
>>
>>
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arsl...@arslist.org] *On Behalf Of *Jase Brandon
>> *Sent:* Friday, October 16, 2009 1:40 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: SYS:Notification Messages - Strange Behavior
>>
>>
>>
>> ** Hello All,
>>
>> I am sure the 'Location Company' field is the one I want.
>> It's actually 'Location Company' from TMS:Task.
>>
>> I added the field 'Location Name' to the two forms below to pass the value
>> from TMS:Task to them.
>>
>> NTE:Sys-Group NT Control
>> NTE:Sys-Individual NT Control
>> NTE:Process Control
>>
>> I have modified the following filters to pass 'Location Name' to
>> NTE:Notifier -
>>
>> TMS:TAS:NotificationGenerator_899_ModifyNotificationProcessControl`!
>>
>> TMS:TAS:NotificationGenerator_899_ModifyNotificationProcessControl_OnSubmit
>> NTE:NPC:CreateNTRecord_180_PNTI
>>
>> I also added 'Location Name' to via the Remedy Client on the form SYS:Form
>> Field Selection for "Notification Message Selection" on Task Assignment and
>> Task Status Changed for Task Managment.
>>
>> I can see the workflow pushing the fields correctly, but I still end up
>> with the below in the email message.
>>
>> Task: TAS00010885
>> The Status has been changed to Work In Progress
>> Priority: Low
>> Summary: test it now
>> Location Company: #Location Company#
>> Site: SUW1
>>
>> Does anyone have any ideas? I am perplexed.
>>
>> Thanks,
>>
>> Jase
>>
>>
>>
>>  On Fri, Oct 16, 2009 at 1:07 PM, Brittain, Mark 
>> wrote:
>>
>> **
>>
>> Also look at the permissions for the field. Is there a field with a field
>> ID 112? Could be related to that.
>>
>>
>>
>> Mark
>>
>>
>>  --
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arsl...@arslist.org] *On Behalf Of *Ramey, Anne
>> *Sent:* Friday, October 16, 2009 9:42 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: SYS:Notification Messages - Strange Behavior
>>
>>
>>
>> Are you certain it has a value?  There are several company fields on the
>> helpdesk form--perhaps this isn't the one you really wanted.
>>
>>
>>
>> Anne Ramey
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arsl...@arslist.org] *On Behalf Of *Jase Brandon
>> *Sent:* Thursday, October 15, 2009 3:41 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* SYS:Notification Messages - Strange Behavior
>>
>>
>>
>> ** Hello Listers,
>> ARS 7.1 Patch 002
>> Windows
>>
>> I was trying what I thought would be a very simple task, but am perplexed.
>> I had a request to include Site and Company in the Task Notification
>> messages, so I went to the SYS;Notification Messages form and modified the
>> three related task related notifications as below:
>>
>> You have been assigned Task #Task ID#
>> Task Type: #TaskType#
>> Priority: #Priority#
>> Summary: #Summary#
>> Location Company: #Location Company#
>> Site: #Site#
>>
>> The Site works fine, but the Location Company won't come across via email.
>> Only the Site does.
>> Has anyone else seen this? Is there anything else I need to configure
>> other than the SYS:Notifications form?
>>
>>
>> Thanks,
>>
>> Jase Brandon
>> Remedy Developer
>> Quality Technology Services
>> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
>> 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.
>>
>> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
>> Are"_
>>   --
>>
>> This e-mail is the property of NaviSite, Inc. It is intended only for the
>> person or entity to which it is addressed and may contain information that
>> is privileged, confidential, or otherwise protected from disclosure.
>> Distribution or copying of this e-mail, or the i

Re: Error 382

[Begosh, Kevin]

Did you find out what the issue was?

Kevin Begosh, RSP
Remedy Development
ACE-IT
IS&GS Defense
301-791-3540 Phone
240-291-2467 Cell
kevin.beg...@lmco.com

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ramagiri
Sent: Thursday, October 15, 2009 11:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error 382

**
Hi  every body ,

Thanks LJ Longwing , Arbot Drone and Begosh, Kevin

Thanks & Regards,

Ravi Chandra .Ramagiri

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin
Sent: Wednesday, October 14, 2009 11:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error 382

**
Whenever I have received this error I have always turned on SQL logging and 
filter logging on the same log and it help me find what table it was being 
pushed to when the error occurred.  Once you have the table you can backwards 
engineer the log to see what is wrong with the data.

Kevin Begosh, RSP

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Arbot Drone
Sent: Wednesday, October 14, 2009 12:13 PM
To: arslist@ARSLIST.ORG
Subject: Error 382

**
LJ is correct.  However, the unique index need not be on the People form.

When making modifications to a People record, key values are often pushed to 
other forms.

On occasion there may be an "orphan" record on one or more of the forms that 
this People information is pushed. (Can you save a different value for this 
record?)

Best way to determine which forms may be getting a push is to turn on Active 
Link and Filter logging. Then check for unique indexes on these forms.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Wednesday, October 14, 2009 12:53 PM
To: arslist@ARSLIST.ORG
Subject: [Probable SPAM] Re: Error 382

**
That means that a unique index has been defined on that form, and based on the 
field you are updating, I would say it's the email ID.  This means that there 
is another record in the table with the value you are trying to change this 
record to.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ramagiri
Sent: Wednesday, October 14, 2009 10:44 AM
To: arslist@ARSLIST.ORG
Subject: Error 382
**
Hi everybody ,

I am new to this arslist . I need your help in resolving this error .

I am getting this error when iam updating the email id in the people 
form.

[cid:image001.png@01CA4E64.C6D7AD80]

Please  help me with the  resolution steps .

Thanks & Regards,

Ravi Chandra .R

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<>

Re: Error 382

[Ramagiri]

Hi  every body ,

 

Thanks LJ Longwing , Arbot Drone and Begosh, Kevin



 

Thanks & Regards, 

 

Ravi Chandra .Ramagiri

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin
Sent: Wednesday, October 14, 2009 11:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error 382

 

** 

Whenever I have received this error I have always turned on SQL logging and
filter logging on the same log and it help me find what table it was being
pushed to when the error occurred.  Once you have the table you can
backwards engineer the log to see what is wrong with the data.

 

Kevin Begosh, RSP

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Arbot Drone
Sent: Wednesday, October 14, 2009 12:13 PM
To: arslist@ARSLIST.ORG
Subject: Error 382

 

** 

LJ is correct.  However, the unique index need not be on the People form.

 

When making modifications to a People record, key values are often pushed to
other forms.

 

On occasion there may be an "orphan" record on one or more of the forms that
this People information is pushed. (Can you save a different value for this
record?)

 

Best way to determine which forms may be getting a push is to turn on Active
Link and Filter logging. Then check for unique indexes on these forms.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Wednesday, October 14, 2009 12:53 PM
To: arslist@ARSLIST.ORG
Subject: [Probable SPAM] Re: Error 382

 

** 

That means that a unique index has been defined on that form, and based on
the field you are updating, I would say it's the email ID.  This means that
there is another record in the table with the value you are trying to change
this record to.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ramagiri
Sent: Wednesday, October 14, 2009 10:44 AM
To: arslist@ARSLIST.ORG
Subject: Error 382

** 

Hi everybody ,

 

I am new to this arslist . I need your help in resolving this error
.

 

I am getting this error when iam updating the email id in the people
form.

 



 

Please  help me with the  resolution steps .

 

Thanks & Regards,

 

Ravi Chandra .R 

 

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_ 

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<>

Re: 7.5 or 7.6

[Sokol, Brian]

Chris I am in the same boat as you. Looking at moving everything to 7.5.
Did not know there was going to be an ITSM 7.6. It has been released on
the BMC website.
 
Brian



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Wednesday, September 09, 2009 7:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6


** 

Thanks... that is helpful to know.  I'm sure we'll be hearing more
before much longer.

 

Christopher Strauss, Ph.D.

Call Tracking Administration Manager

University of North Texas Computing & IT Center

http://itsm.unt.edu/  

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Wednesday, September 09, 2009 5:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

Since it's not yet released - and apps aren't in my direct circle of
control - I can't speak too much about that.  But primarily the new
version centers around implementing further simplified best practice
views - which started with Service Desk in ITSM 7.5.x - and additional
KPI & ROI reporting/dashboards.

 

-David J. Easter

Sr. Product Manager, Solution Strategy and Development

BMC Software, Inc.

 

The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Wednesday, September 09, 2009 3:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

So what is ITSM 7.6 ?... 7.5 with working installers and better QA (I
hope, especially in the case of Atrium Core)?  Or are they re-designing
it yet again, meaning that the interfaces and blocks of code in the
plumbing will change too?  Or, is 7.6 just 7.5 with better integration
to the non-Remedy applications in the BMC arsenal (which would imply
even more changes to the Atrium Core)?

 

It would be helpful to know that while we are trying to plan for an
upgrade or migration from 7.1/7.0.3 to 7.5/7.5 within the next 6 months.
Code quality, or lack thereof in the upgrade installers, has already
delayed that into or past the fall semester.

 

Christopher Strauss, Ph.D.

Call Tracking Administration Manager

University of North Texas Computing & IT Center

http://itsm.unt.edu/

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Wednesday, September 09, 2009 4:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

First off - this is where being very specific about Company, brand,
product name and version is important.  I posted a blog entry about this
on BMC DN:

 

http://communities.bmc.com/communities/community/bmcdn/bmc_atrium_and_fo
undation_technologies/bmc_remedy_ar_system/blog/2009/01/21/company-brand
-product-version---why-all-are-important-to-keep-straight

 

Several BMC Remedy applications will soon be revisioning to a version of
7.6.  For example, applications within the ITSM suite of products
(Change Management, Asset Management, Service Desk) will be revisioning
collectively as BMC Remedy ITSM 7.6.  Other applications may also
revision to a version 7.6 over the next several months.

 

AR System is not revisioning to version 7.6 in that same time frame.  AR
System will remain at version 7.5.00 until the next major release -
which is tentatively scheduled to occur in mid 2010.  The tentative
numbering for the next AR System release is 8.0.00.  

 

When AR System 8.0.00 releases, then AR System 7.0.01 would become
unsupported.  When AR System 8.0.00 releases, the supported AR System
versions would then be 8.0.00, 7.5.00 and 7.1.00.  7.1.00 would be the
C-2 release and thus be in "limited support" as per the BMC Product
Support Policy.

 

 

-David J. Easter

Sr. Product Manager, Solution Strategy and Development

BMC Software, Inc.

 

The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Wednesday, September 09, 2009 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

Where are you seeing 7.6 info?

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Howard Richter
Sent: Wednesday, September 09, 2009 3:05 PM
To: arslist@ARSLIST.ORG
Subject: 7.5 or 7.6

** 

All,

 

I am starting to see some info from BMC on 7.6. S

New BMC release. ITSM & SRM 7.6

[PCR Remedy]

Hi, I just enter documentation area in BMC support, and I found yesterday
was release

ITSM 7.6
SRM 7.6

BMC has not sent the Announcement emails, so I want to let you know.

Peter

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Re: SRM

[PCR Remedy]

Yes It works with ITSM 6.

You can find the PDF in SRM support area with this name:

"(White Paper) Covers the installation and configuration of SRM 2.1.00 and
its integration with the Help Desk 6.0 and Change Management 6.0
applications."

PCr
On Fri, Oct 16, 2009 at 12:43 PM, John Sundberg <
john.sundb...@kineticdata.com> wrote:

> **
>
> I do not believe SRM does work with ITSM 6, however Kinetic Request (which
> is a service request management system built on Remedy) does work with
> ITSM6.
>
> http://www.kineticdata.com/Products/KineticRequest/index.html
>
> -John
>
>
>
>  On Oct 16, 2009, at 9:28 AM, Kathy Morris wrote:
>
> ** Does SRM work with ITSM 6?
>
> What is SAM?
>
>
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>
>   --
> John David Sundberg
> 235 East 6th Street, Suite 400B
> St. Paul, MN 55101
> (651) 556-0930-work
> (651) 247-6766-cell
> (651) 695-8577-fax
> john.sundb...@kineticdata.com
>
>
>
>
>
>  _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>

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Re: Number of Fields on HPD:Help Desk

[Tommy Morris]

I have added over 200 additional fields with workflow associated to each
field on the 7.0.3 Help Desk form for one customization (not the best
solution for the project but it worked) and had no difficulty with
retrieval of data or db overhead issues. As long as your dba's know how
to manage their objects there should not be any difficulty. I would
suspect that with the ability to assign private queues in 7.5 to your
ITSM modules it will be even less of a burden to the database.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Coleman, Gavin
Sent: Friday, October 16, 2009 4:14 AM
To: arslist@ARSLIST.ORG
Subject: Number of Fields on HPD:Help Desk

 

** 

Hi List - I'm wondering if anyone can help me with a problem we're
having. We're in the process of customising ITSM 7.5 for use across the
whole of our company. We are a managed service company providing support
for many customers. This will result in significant numbers of Incidents
being raised. As part of our customisation we're adding optional fields
on the HPD:Help Desk form. This form currently has 342 data holding
fields. Our DBA team are concerned that the number of columns this
corresponds to will cause significant DB overhead to pull back records
from the HPD:Help Desk form.

 

My manager has suggested the following solution - create a new form that
will hold all these data holding fields. This form will have a
one-to-one relationship with the corresponding HPD:Help Desk record. We
can then pull the data from these fields back to the HPD:Help Desk
record into display only fields. Technically I can see that this would
work - there are a few problems with comparing DB values of the Display
Only fields, but nothing that can't be sorted relatively easy. There are
problems with users wanting to search on these fields, but again this is
relatively easy to sort - join forms.

 

My questions are several?

 

1.   Are the DBA guys right to be concerned about the number of
columns?

2.   Has anyone ever attempted the solution suggested?

3.   Are there any other problems with this solution?

4.   If we implement this, would that reduce our DBA overhead?

 

ITSM 7.5

Windows 2008

Oracle 10.2.0.4.0 - 64bi - Probably moving to Oracle 11 by the time we
go live though.

 

Thanks,

 

Gavin Coleman

Senior Analyst/Programmer 

Computacenter (UK) Ltd

Services & Solutions

Hatfield Avenue

Hatfield, Hertfordshire, AL10 9TW, United Kingdom

T: +44 (0) 1707 631662

E: gavin.cole...@computacenter.com

W: www.computacenter.com 

 


**
COMPUTACENTER PLC is registered in England and Wales with the registered
number 03110569. Its registered office is at Hatfield Business Park,
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (UK) Limited is registered in England and Wales with the
registered number 01584718. Its registered office is at Hatfield
Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (Mid-Market) Limited is registered in England and Wales
with the registered number 3434654. Its registered office is at Hatfield
Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (FMS) Limited is registered in England and Wales with the
registered number 3798091. Its registered office is at Hatfield Business
Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW

The contents of this email are intended for the named addressee only.
It contains information which may be confidential and which may also be
privileged.
Unless you are the named addressee (or authorised to receive mail for
the addressee) you may not copy or use it, or disclose it to anyone
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If you receive it in error please notify us immediately and then destroy
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Computacenter information is available from:
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**

 

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Re: SYS:Notification Messages - Strange Behavior

[Chowdhury, Tauf]

Jase,

You may have to add the translation in this filter...

 

NTE:SHR:TranslateNotificationMessageTAS_130

 

 

Tauf Chowdhury 

Analyst, Service Management

Office: 631.858.7765

Mobile:646.483.2779

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
Sent: Friday, October 16, 2009 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: SYS:Notification Messages - Strange Behavior

 

** Hello All,
I am sure the 'Location Company' field is the one I want. 
It's actually 'Location Company' from TMS:Task.

I added the field 'Location Name' to the two forms below to pass the
value from TMS:Task to them.

NTE:Sys-Group NT Control
NTE:Sys-Individual NT Control
NTE:Process Control

I have modified the following filters to pass 'Location Name' to
NTE:Notifier - 

TMS:TAS:NotificationGenerator_899_ModifyNotificationProcessControl`!
TMS:TAS:NotificationGenerator_899_ModifyNotificationProcessControl_OnSub
mit
NTE:NPC:CreateNTRecord_180_PNTI

I also added 'Location Name' to via the Remedy Client on the form
SYS:Form Field Selection for "Notification Message Selection" on Task
Assignment and Task Status Changed for Task Managment.

I can see the workflow pushing the fields correctly, but I still end up
with the below in the email message.

Task: TAS00010885
The Status has been changed to Work In Progress
Priority: Low
Summary: test it now
Location Company: #Location Company#
Site: SUW1

Does anyone have any ideas? I am perplexed.

Thanks,

Jase





On Fri, Oct 16, 2009 at 1:07 PM, Brittain, Mark 
wrote:

** 

Also look at the permissions for the field. Is there a field with a
field ID 112? Could be related to that.

 

Mark

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Friday, October 16, 2009 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: SYS:Notification Messages - Strange Behavior

 

Are you certain it has a value?  There are several company fields on the
helpdesk form--perhaps this isn't the one you really wanted.

 

Anne Ramey

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
Sent: Thursday, October 15, 2009 3:41 PM
To: arslist@ARSLIST.ORG
Subject: SYS:Notification Messages - Strange Behavior

 

** Hello Listers,
ARS 7.1 Patch 002
Windows 

I was trying what I thought would be a very simple task, but am
perplexed.
I had a request to include Site and Company in the Task Notification
messages, so I went to the SYS;Notification Messages form and modified
the three related task related notifications as below:

You have been assigned Task #Task ID#
Task Type: #TaskType#
Priority: #Priority#
Summary: #Summary#
Location Company: #Location Company#
Site: #Site#

The Site works fine, but the Location Company won't come across via
email. Only the Site does.
Has anyone else seen this? Is there anything else I need to configure
other than the SYS:Notifications form? 


Thanks,

Jase Brandon
Remedy Developer
Quality Technology Services
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
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"_



This e-mail is the property of NaviSite, Inc. It is intended only for
the person or entity to which it is addressed and may contain
information that is privileged, confidential, or otherwise protected
from disclosure. Distribution or copying of this e-mail, or the
information contained herein, to anyone other than the intended
recipient is prohibited.

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**
This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
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for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
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Re: SYS:Notification Messages - Strange Behavior

[Begosh, Kevin]

Jase,
This is one of the pain points for me.  To add a field to the out of the box 
email messages can be a real pain depending on what fields it is.  I have this 
document from BMC that has help me with this exact thing in the past.  Follow 
the directions through this and it should get the field/s you want, even if 
they are custom.


Kevin Begosh, RSP
Remedy Development
301-791-3540

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
Sent: Thursday, October 15, 2009 1:41 PM
To: arslist@ARSLIST.ORG
Subject: SYS:Notification Messages - Strange Behavior

** Hello Listers,
ARS 7.1 Patch 002
Windows

I was trying what I thought would be a very simple task, but am perplexed.
I had a request to include Site and Company in the Task Notification messages, 
so I went to the SYS;Notification Messages form and modified the three related 
task related notifications as below:

You have been assigned Task #Task ID#
Task Type: #TaskType#
Priority: #Priority#
Summary: #Summary#
Location Company: #Location Company#
Site: #Site#

The Site works fine, but the Location Company won't come across via email. Only 
the Site does.
Has anyone else seen this? Is there anything else I need to configure other 
than the SYS:Notifications form?


Thanks,

Jase Brandon
Remedy Developer
Quality Technology Services
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_

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Instructions for adding new field to and existing notification message.docx
Description: Instructions for adding new field to and existing notification message.docx

Re: Atrium 7.5 upgrade failed - HELP!

[Tommy Morris]

We encountered similar issues with upgrade/ patching. Had to clean-up
files directories and form names and reinstall manually using command
line codes with the help of BMC Support. The issue was opened for 2
months before the issue was identified and corrected though. Also had
different results across environments so the root cause for failure is
not exactly known. We did narrow down the fact that when we upgraded
from 7.1 to 7.5 the upgrade did not complete successfully even though
the logs stated that the it completed successfully. Somewhere in the
install there was and error but the error was ignored and so forms names
were changed but the form structure did not. When trying to patch, the
system was looking for the old form names but they did not exist. 

Check for any form names that have a '/' in them instead of a '-' and
vice versa.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of DCI Remedy
Sent: Friday, October 16, 2009 8:38 AM
To: arslist@ARSLIST.ORG
Subject: Atrium 7.5 upgrade failed - HELP!

 

** 

Hello listers!

 

So I'm running into issues with my Atrium Upgrade.

 

Windows 2003 Server (VM)

MS SQL Server 2005 (Separate server)

ARS 7.5 Patch 3

CMDB 2.1 Patch 6

Incident and Problem Patch 9000

Midtier 7.5 (Separate server)

 

It errors out on this step.

 

  BMC Atrium Core 7.5.00 patch 002 install failed.

  

  Feature BMC Atrium CMDB failed

 com.bmc.smbu.install.common.rule.engine.CommandExecutionException:
Exec command
("C:\DOCUME~1\\LOCALS~1\Temp\Utilities\cmdb\cmdbdriver.exe" -s
 -u Demo -p  -t 9067 -x "E:\Program
Files\BMC
Software\AtriumCore\cmdb\en\workflow\upgrade\210patch000\upgr-cmd-OSD.tx
t") returned an exit code of 1, which was interpreted as a failure

  Feature Atrium Impact Simulator Engine failed

 Installation was skipped because BMC Atrium CMDB failed to install

 

I've restored the DB and tried the  Atrium Patch 3 and got the same
error.

 

We are not installing the Atrium WS

 

Any help is greatly appreciated.  I've been struggling with this for a
few days now.

 

Thanks

 

Ed

 

 

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Number of Fields on HPD:Help Desk

[Coleman, Gavin]

Hi List - I'm wondering if anyone can help me with a problem we're having. 
We're in the process of customising ITSM 7.5 for use across the whole of our 
company. We are a managed service company providing support for many customers. 
This will result in significant numbers of Incidents being raised. As part of 
our customisation we're adding optional fields on the HPD:Help Desk form. This 
form currently has 342 data holding fields. Our DBA team are concerned that the 
number of columns this corresponds to will cause significant DB overhead to 
pull back records from the HPD:Help Desk form.

My manager has suggested the following solution - create a new form that will 
hold all these data holding fields. This form will have a one-to-one 
relationship with the corresponding HPD:Help Desk record. We can then pull the 
data from these fields back to the HPD:Help Desk record into display only 
fields. Technically I can see that this would work - there are a few problems 
with comparing DB values of the Display Only fields, but nothing that can't be 
sorted relatively easy. There are problems with users wanting to search on 
these fields, but again this is relatively easy to sort - join forms.

My questions are several?


1.   Are the DBA guys right to be concerned about the number of columns?

2.   Has anyone ever attempted the solution suggested?

3.   Are there any other problems with this solution?

4.   If we implement this, would that reduce our DBA overhead?

ITSM 7.5
Windows 2008
Oracle 10.2.0.4.0 - 64bi - Probably moving to Oracle 11 by the time we go live 
though.

Thanks,

Gavin Coleman
Senior Analyst/Programmer
Computacenter (UK) Ltd
Services & Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662
E: gavin.cole...@computacenter.com
W: www.computacenter.com



**
COMPUTACENTER PLC is registered in England and Wales with the registered number 
03110569.  Its registered office is at Hatfield Business Park, Hatfield Avenue, 
Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (UK) Limited is registered in England and Wales with the 
registered number 01584718.  Its registered office is at Hatfield Business 
Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the 
registered number 3434654. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (FMS) Limited is registered in England and Wales with the 
registered number 3798091. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW

The contents of this email are intended for the named addressee only.
It contains information which may be confidential and which may also be 
privileged.
Unless you are the named addressee (or authorised to receive mail for the 
addressee) you may not copy or use it, or disclose it to anyone else.
If you receive it in error please notify us immediately and then destroy it.
Computacenter information is available from: http://www.computacenter.com
**


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Re: SRM

[John Sundberg]

I do not believe SRM does work with ITSM 6, however Kinetic Request  
(which is a service request management system built on Remedy) does  
work with ITSM6.


http://www.kineticdata.com/Products/KineticRequest/index.html

-John



On Oct 16, 2009, at 9:28 AM, Kathy Morris wrote:

**
Does SRM work with ITSM 6?

What is SAM?



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Answers Are"_


--
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com






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Re: SRM

[Mahesh Chandra]

You may want to Refer Chapter 4 of SRM 2.2 installation guide.

Thanks
Mahesh

On Fri, Oct 16, 2009 at 9:28 AM, Kathy Morris wrote:

> ** Does SRM work with ITSM 6?
>
> What is SAM?
>
>
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Re: SYS:Notification Messages - Strange Behavior

[Jase Brandon]

Hello All,
I am sure the 'Location Company' field is the one I want.
It's actually 'Location Company' from TMS:Task.

I added the field 'Location Name' to the two forms below to pass the value
from TMS:Task to them.

NTE:Sys-Group NT Control
NTE:Sys-Individual NT Control
NTE:Process Control

I have modified the following filters to pass 'Location Name' to
NTE:Notifier -

TMS:TAS:NotificationGenerator_899_ModifyNotificationProcessControl`!
TMS:TAS:NotificationGenerator_899_ModifyNotificationProcessControl_OnSubmit
NTE:NPC:CreateNTRecord_180_PNTI

I also added 'Location Name' to via the Remedy Client on the form SYS:Form
Field Selection for "Notification Message Selection" on Task Assignment and
Task Status Changed for Task Managment.

I can see the workflow pushing the fields correctly, but I still end up with
the below in the email message.

Task: TAS00010885
The Status has been changed to Work In Progress
Priority: Low
Summary: test it now
Location Company: #Location Company#
Site: SUW1

Does anyone have any ideas? I am perplexed.

Thanks,

Jase




On Fri, Oct 16, 2009 at 1:07 PM, Brittain, Mark wrote:

> **
>
> Also look at the permissions for the field. Is there a field with a field
> ID 112? Could be related to that.
>
>
>
> Mark
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Ramey, Anne
> *Sent:* Friday, October 16, 2009 9:42 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: SYS:Notification Messages - Strange Behavior
>
>
>
> Are you certain it has a value?  There are several company fields on the
> helpdesk form--perhaps this isn't the one you really wanted.
>
>
>
> Anne Ramey
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Jase Brandon
> *Sent:* Thursday, October 15, 2009 3:41 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* SYS:Notification Messages - Strange Behavior
>
>
>
> ** Hello Listers,
> ARS 7.1 Patch 002
> Windows
>
> I was trying what I thought would be a very simple task, but am perplexed.
> I had a request to include Site and Company in the Task Notification
> messages, so I went to the SYS;Notification Messages form and modified the
> three related task related notifications as below:
>
> You have been assigned Task #Task ID#
> Task Type: #TaskType#
> Priority: #Priority#
> Summary: #Summary#
> Location Company: #Location Company#
> Site: #Site#
>
> The Site works fine, but the Location Company won't come across via email.
> Only the Site does.
> Has anyone else seen this? Is there anything else I need to configure other
> than the SYS:Notifications form?
>
>
> Thanks,
>
> Jase Brandon
> Remedy Developer
> Quality Technology Services
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> 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.
>  _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
> --
> This e-mail is the property of NaviSite, Inc. It is intended only for the
> person or entity to which it is addressed and may contain information that
> is privileged, confidential, or otherwise protected from disclosure.
> Distribution or copying of this e-mail, or the information contained herein,
> to anyone other than the intended recipient is prohibited.
>  _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>

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Re: SRM

[Chowdhury, Tauf]

I believe SAM is Asset Management

 

Tauf Chowdhury 

Analyst, Service Management

Office: 631.858.7765

Mobile:646.483.2779

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Friday, October 16, 2009 10:28 AM
To: arslist@ARSLIST.ORG
Subject: SRM

 

** 

Does SRM work with ITSM 6?

 

What is SAM?

 

 

 

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_ 

**
This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.

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Re: SYS:Notification Messages - Strange Behavior

[Chowdhury, Tauf]

You may have to modify the filters on the NTE control forms. There is a
filter guide that goes through and does a translation of multiple fields
and if the one you want is not in there, it will not translate properly
on the SYS:Notification Messages form. I don't have the time or I would
have looked it up but I'm pretty sure there are previous posts regarding
this. 

 

Tauf Chowdhury 

Analyst, Service Management

Office: 631.858.7765

Mobile:646.483.2779

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Friday, October 16, 2009 1:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: SYS:Notification Messages - Strange Behavior

 

** 

Also look at the permissions for the field. Is there a field with a
field ID 112? Could be related to that.

 

Mark

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Friday, October 16, 2009 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: SYS:Notification Messages - Strange Behavior

 

Are you certain it has a value?  There are several company fields on the
helpdesk form--perhaps this isn't the one you really wanted.

 

Anne Ramey

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
Sent: Thursday, October 15, 2009 3:41 PM
To: arslist@ARSLIST.ORG
Subject: SYS:Notification Messages - Strange Behavior

 

** Hello Listers,
ARS 7.1 Patch 002
Windows 

I was trying what I thought would be a very simple task, but am
perplexed.
I had a request to include Site and Company in the Task Notification
messages, so I went to the SYS;Notification Messages form and modified
the three related task related notifications as below:

You have been assigned Task #Task ID#
Task Type: #TaskType#
Priority: #Priority#
Summary: #Summary#
Location Company: #Location Company#
Site: #Site#

The Site works fine, but the Location Company won't come across via
email. Only the Site does.
Has anyone else seen this? Is there anything else I need to configure
other than the SYS:Notifications form? 


Thanks,

Jase Brandon
Remedy Developer
Quality Technology Services
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
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.

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_



This e-mail is the property of NaviSite, Inc. It is intended only for
the person or entity to which it is addressed and may contain
information that is privileged, confidential, or otherwise protected
from disclosure. Distribution or copying of this e-mail, or the
information contained herein, to anyone other than the intended
recipient is prohibited.

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_ 

**
This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.

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Re: Crystal Reports compatibility for AR 6.3

[John Atherly]

I use Crystal XI and have had no issue.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process & 
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
*** Please consider the environment before printing this e-mail 



Alexander Straph  
Sent by: "Action Request System discussion list(ARSList)" 

10/16/2009 10:32 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Crystal Reports compatibility for AR 6.3






I am trying to create some reports on an AR 6.3 server.  From what I have 
been told, you need Crystal Reports 9 for this to work.  We are in the 
process of trying to obtain Crystal Reports 9 but I have been told that it 
will take some time.  One option is that we would be looking for a 6.3 
evaluation version for us to use in the short term until we can obtain an 
actual copy of version 9.  Does anyone know where to get this?  The 
Business Objects website only has the newest versions of Crystal reports.

This brings me to my next question: I was wondering if newer versions of 
Crystal will work with 6.3, and what is the availability of those 
versions?  I'm not sure if just going with Crystal 2008 is the right way 
to go.

Thanks.

Alex.


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Crystal Reports compatibility for AR 6.3

[Alexander Straph]

I am trying to create some reports on an AR 6.3 server.  From what I have been 
told, you need Crystal Reports 9 for this to work.  We are in the process of 
trying to obtain Crystal Reports 9 but I have been told that it will take some 
time.  One option is that we would be looking for a 6.3 evaluation version for 
us to use in the short term until we can obtain an actual copy of version 9.  
Does anyone know where to get this?  The Business Objects website only has the 
newest versions of Crystal reports.

This brings me to my next question: I was wondering if newer versions of 
Crystal will work with 6.3, and what is the availability of those versions?  
I'm not sure if just going with Crystal 2008 is the right way to go.

Thanks.

Alex.


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Atrium 7.5 upgrade failed - HELP!

[DCI Remedy]

Hello listers!

 

So I'm running into issues with my Atrium Upgrade.

 

Windows 2003 Server (VM)

MS SQL Server 2005 (Separate server)

ARS 7.5 Patch 3

CMDB 2.1 Patch 6

Incident and Problem Patch 9000

Midtier 7.5 (Separate server)

 

It errors out on this step.

 

  BMC Atrium Core 7.5.00 patch 002 install failed.

  

  Feature BMC Atrium CMDB failed

 com.bmc.smbu.install.common.rule.engine.CommandExecutionException: Exec
command ("C:\DOCUME~1\\LOCALS~1\Temp\Utilities\cmdb\cmdbdriver.exe" -s
 -u Demo -p  -t 9067 -x "E:\Program
Files\BMC
Software\AtriumCore\cmdb\en\workflow\upgrade\210patch000\upgr-cmd-OSD.txt")
returned an exit code of 1, which was interpreted as a failure

  Feature Atrium Impact Simulator Engine failed

 Installation was skipped because BMC Atrium CMDB failed to install

 

I've restored the DB and tried the  Atrium Patch 3 and got the same error.

 

We are not installing the Atrium WS

 

Any help is greatly appreciated.  I've been struggling with this for a few
days now.

 

Thanks

 

Ed

 

 


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AW: [Probable SPAM] Re: Question Advance Query 1=0

[Conny Martin]

arserverd generates a sql statement like this.
 
select c1 from t where 1=0
 
This statement does not return any rows and completes really fast,
regardless the number of rows in the table. But if this filter action is
triggered one million times a day you should left the "push field if"
blank, because there will be no database interaction in this case and
this will be faster.
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] Im Auftrag von Sreenivas
Gesendet: Freitag, 16. Oktober 2009 15:22
An: arslist@ARSLIST.ORG
Betreff: Re: [Probable SPAM] Re: Question Advance Query 1=0


** 
My question here is if you place 1=0 in qualification does it search all
the existing records and then create a new record (when you select
Create a New Request in the If No Requests Match field).
 
Sreeni
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Re: SYS:Notification Messages - Strange Behavior

[Brittain, Mark]

Also look at the permissions for the field. Is there a field with a field ID 
112? Could be related to that.

Mark


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Friday, October 16, 2009 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: SYS:Notification Messages - Strange Behavior

Are you certain it has a value?  There are several company fields on the 
helpdesk form--perhaps this isn't the one you really wanted.

Anne Ramey
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
Sent: Thursday, October 15, 2009 3:41 PM
To: arslist@ARSLIST.ORG
Subject: SYS:Notification Messages - Strange Behavior

** Hello Listers,
ARS 7.1 Patch 002
Windows

I was trying what I thought would be a very simple task, but am perplexed.
I had a request to include Site and Company in the Task Notification messages, 
so I went to the SYS;Notification Messages form and modified the three related 
task related notifications as below:

You have been assigned Task #Task ID#
Task Type: #TaskType#
Priority: #Priority#
Summary: #Summary#
Location Company: #Location Company#
Site: #Site#

The Site works fine, but the Location Company won't come across via email. Only 
the Site does.
Has anyone else seen this? Is there anything else I need to configure other 
than the SYS:Notifications form?


Thanks,

Jase Brandon
Remedy Developer
Quality Technology Services
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This e-mail is the property of NaviSite, Inc. It is intended only for the 
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or copying of this e-mail, or the information contained herein, to anyone other 
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Re: Email won't stop on server shutdown -RESOLVED

[Axton]

There are several programs that try to use the same port for RMI.  FB,
email, maybe the java based plugin server.  RMI is a concept commonly
used by BMC for java daemons to allow remote management of the
process.

Axton Grams

On Thu, Oct 15, 2009 at 2:36 PM, William Rentfrow
 wrote:
> BMC Support just confirmed that separate instances of the email daemon 
> runnning on the same server need to have a unique RMI port defined in the 
> EmailDaemon.properties file.
>
> This is undocumented as far as I can tell.
>
> I changed the RMI port and stuff started working as expected.
>
>
> 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 Jarl Grøneng
> Sent: Thursday, October 15, 2009 2:17 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Email won't stop on server shutdown
>
> Form what I remember the default RMI port is 1099. You will find it in the 
> EmailDaemon.properties file..
>
> --
> Jarl
>
>
> 2009/10/15 William Rentfrow :
>> Thanks for the confirmation.  Killing it is easy enough - that's what we've 
>> been doing.
>>
>> I think I might have found another clue.  At this point we have a total of 5 
>> virtual Solaris machines running on one piece of hardware (more actually, 
>> but 5 Remedy servers).
>>
>> I just noticed that only a few of them can have the email engine running at 
>> a time as well.  If I try to manually start the one I'm having problems with 
>> (which will start normally) it says the email engine is already running.
>>
>> The script is looking at the right install path and then pinging the RMIPort 
>> defined in EmailDaemon.properties.  I  suspect that since the RMIPort is the 
>> same for all servers (just confirmed that) we're having issues.
>>
>> What's the RMIPort?  It's not in the documentation as far as I can tell.  
>> And does it have to be different if you have various email engines running 
>> on the same server?  That would make senseI know the Remedy servers 
>> themselves have to be on different ports (obviously...).
>>
>>
>> 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 PRUITT, CHRISTOPHER
>> Sent: Thursday, October 15, 2009 1:25 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Email won't stop on server shutdown
>>
>> We have the same issue. This is how we have to manually stop the AREmail 
>> engine on Solaris.
>>
>> ► Open a Telnet Session to the server
>> ► At the prompt enter the following command: ps -ef|grep AREmail ► Results 
>> look like this:
>> ► Find the Process ID, for example above it would be 13089 ► At the prompt 
>> enter the following command along with the Process ID: kill 13089 and press 
>> Enter.
>>
>> This works for us. Not sure why we have to do this. However, we did find 
>> that stopping in AR System Administration: System>Email>Mailbox 
>> Configuration, does not always stop it.
>>
>> Christopher Pruitt
>> Business Consulting III
>> HP Enterprises Services
>> christopher.pru...@hp.com
>> www.hp.com
>>
>>
>> Confidentiality Notice: This message and any files transmitted with it are 
>> intended for the sole use of the entity or individual to whom it is 
>> addressed, and may contain information that is confidential, privileged, and 
>> exempt from disclosure under applicable law. If you are not the intended 
>> addressee for this e-mail, you are hereby notified that any copying, 
>> distribution, or dissemination of this e-mail is strictly prohibited. If you 
>> have received this e-mail in error, please immediately destroy, erase, or 
>> discard this message. Please notify the sender immediately by return e-mail 
>> if you have received this e-mail by mistake.
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of William Rentfrow
>> Sent: Thursday, October 15, 2009 11:26 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Email won't stop on server shutdown
>>
>> You're right - I botched the description below.  The arsystem stop script + 
>> command runs and kills everything - except, of course, the email daemon.
>>
>> The "stop" section of the arsystem script appears to try to kill everything 
>> based off of the parent process ID.  I'm not a script guru by any means but 
>> I can tell that the "stop" process is not calling emaild.sh stop.
>>
>> This is almost identical to 4 other servers we have running in the same 
>> configuration where I do not have this problem and I can't find any 
>> difference between them.
>>
>>
>>
>>
>> William Rentfrow
>> Principal Consulta

Re: SYS:Notification Messages - Strange Behavior

[Ramey, Anne]

Are you certain it has a value?  There are several company fields on the 
helpdesk form--perhaps this isn't the one you really wanted.

Anne Ramey

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
Sent: Thursday, October 15, 2009 3:41 PM
To: arslist@ARSLIST.ORG
Subject: SYS:Notification Messages - Strange Behavior

** Hello Listers,
ARS 7.1 Patch 002
Windows

I was trying what I thought would be a very simple task, but am perplexed.
I had a request to include Site and Company in the Task Notification messages, 
so I went to the SYS;Notification Messages form and modified the three related 
task related notifications as below:

You have been assigned Task #Task ID#
Task Type: #TaskType#
Priority: #Priority#
Summary: #Summary#
Location Company: #Location Company#
Site: #Site#

The Site works fine, but the Location Company won't come across via email. Only 
the Site does.
Has anyone else seen this? Is there anything else I need to configure other 
than the SYS:Notifications form?


Thanks,

Jase Brandon
Remedy Developer
Quality Technology Services
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_


E-mail correspondence to and from this address may be subject to the North 
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authorized state official.

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SRM

[Kathy Morris]

Does SRM work with ITSM 6?
 
What is SAM?
 
 
 

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