Re: Old menu definition sticking to field

[Mahendra Mahalkar]

Which client u are using to see the field -- web(mid-tier) or user tool?
If user tool try to delete all the *.arf & *.arv files, if mmid-tier flush
the cache from configuration tool.

Thanks & Regards,
Mahendra Mahalkar


On Wed, Jan 20, 2010 at 12:59 PM, Joe D'Souza  wrote:

> **
> Robert,
>
> In addition to Franks suggestion just in case it doesn't work, try
> attaching another menu that will not impact anything even temporarily such
> as the $NULL$ system default menu, save the form and then remove it and save
> the form..
>
> Joe
>
> PS: If it still doesn't work, contact an exorcist :-)
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org]*on Behalf Of *Martin, Robert
> *Sent:* Tuesday, January 19, 2010 4:09 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Old menu definition sticking to field
>
> **
>
> Dear List,
>
>
>
> I have a character field with a faulty menu.  So I fixed the menu, but the
> field still shows the faulty behavior.  Next I removed the menu entirely,
> and moved the field to a new location.  The field appears in the new
> location (which seems to rule out a caching issue, plus I checked the cache
> and don’t find any for the form), but it still shows the faulty menu.
>
>
>
> Any idea what might be going on?
>
>
>
> (ARS 7.1 p3, RH Linux server, Oracle 10.2 db)
>
>
>
> Dwayne Martin
>
> James Madison University
>
>  _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>

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Performance improvement in Overview Console

[Shyam Attavar]

Dear Listers,

We are on ITSM 7.1.0 and are wondering if any of you have seen performance 
issues using the overview console. We have a situation where some of our users 
are members of multiple (12 - 20) groups and when they launch the Overview 
Console, the table field takes over a minute to load all the tickets for all 
the groups that the users belong to. I realize that the table field is pointing 
to an OOB plugin and I am not sure the details of the plugin are readily 
available. 

Does anyone out there know the details of the plugin and related details that 
may help answer the following questions:

* The fields used in the plugin to pull the data from mulitple groups - 
is that based on Assigned Group Name or Assigned Group ID, so that we can index 
the appropriate fields.
* Incident form already has 15 fields indexed. So, the insert/update 
performance maybe less than ideal. Any experiences with having more than 15 
fields with index on the Incident form?

* Have any of you indexed the Group Name fields on the underlying forms 
that provide the data to the Overview Console and the associated performance 
impact for seraching/inserting/updating?
* What other considerations would be useful for improving the table 
field data load performance?ITSM 7.1 Patch 6 on ARS 7.1.0 Patch 6 on RHEL
Oracle 10gR3 on RHEL

Thanks in advance,
--
Shyam

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Re: Old menu definition sticking to field

[Joe D'Souza]

Robert,

In addition to Franks suggestion just in case it doesn't work, try attaching
another menu that will not impact anything even temporarily such as the
$NULL$ system default menu, save the form and then remove it and save the
form..

Joe

PS: If it still doesn't work, contact an exorcist :-)
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Martin, Robert
  Sent: Tuesday, January 19, 2010 4:09 PM
  To: arslist@ARSLIST.ORG
  Subject: Old menu definition sticking to field


  **
  Dear List,



  I have a character field with a faulty menu.  So I fixed the menu, but the
field still shows the faulty behavior.  Next I removed the menu entirely,
and moved the field to a new location.  The field appears in the new
location (which seems to rule out a caching issue, plus I checked the cache
and don't find any for the form), but it still shows the faulty menu.



  Any idea what might be going on?



  (ARS 7.1 p3, RH Linux server, Oracle 10.2 db)



  Dwayne Martin

  James Madison University

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Re: Old menu definition sticking to field

[Frank Caruso]

Hmmm ... try stretching the field to the right a little. I have seen this
before and stretching the field makes the menu disappear.



On Wed, Jan 20, 2010 at 12:18 AM, DCI Remedy  wrote:

> ** do you have workflow that is attaching the bad menu?
>
>
> On Tue, Jan 19, 2010 at 2:08 PM, Martin, Robert  wrote:
>
>> **
>>
>> Dear List,
>>
>>
>>
>> I have a character field with a faulty menu.  So I fixed the menu, but the
>> field still shows the faulty behavior.  Next I removed the menu entirely,
>> and moved the field to a new location.  The field appears in the new
>> location (which seems to rule out a caching issue, plus I checked the cache
>> and don’t find any for the form), but it still shows the faulty menu.
>>
>>
>>
>> Any idea what might be going on?
>>
>>
>>
>> (ARS 7.1 p3, RH Linux server, Oracle 10.2 db)
>>
>>
>>
>> Dwayne Martin
>>
>> James Madison University
>> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
>> Are"_
>
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>

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Re: Deleted a class by accident

[DCI Remedy]

Ok. So this is what I'd do.  Rename the atrium folder and itsm folders and
then reinstall Atrium.  All the classes come from Atrium.  The AST views
come from ITSM.

 

Edward Hum
Sr Remedy Consultant - TransAlta

ITIL V3 Foundation Certified
BMC Software Certified Consultant ITSM 7.x - IM/PM/AMD
http://www.linkedin.com/in/edwardhum

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 10:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Deleted a class by accident

 

** 

Quick question, is there a way to export all the cmdb classes to make sure I
am not missing any?  It seems my AST:ComputerSystem form is still missing.
Does this require reinstalling Asset Management?
Thanks
Steve
 

  _  

Date: Tue, 19 Jan 2010 20:18:09 -0700
From: dci.rem...@gmail.com
Subject: Re: Deleted a class by accident
To: arslist@ARSLIST.ORG

** 

Looks like you deleted BMC_ComputerSystem.  Did you take a DB backup before
you made the change?  Cause you could restore from that.

 

I'm assuming you're atleast on CMDB 2.1 and have done this on your dev
environment, so you could try exporting the class definition for Computer
System from your Prod environment using the cmdbdriver utility.  Read up on
the utility in the CMDB Admin guide.  When you launch the utility, you'll
need to run the 'init' command and then 'log' to login.

 

To export the class def use the xexpdf command, it will prompt you:

 

Command: xexpdf

XEXPORT DEFINITION

Export all classes? (F):

Classes to export:

   Class and its subclasses, From namespace (1,2) (1):

  Namespace (): BMC.CORE

  Class name (): BMC_ComputerSystem

Export all attributes with classes? (T):

Filename for exported data: ProdComputerSystem 

 

Then on your dev env, import the def

 

Command: impdf

DEFINITION IMPORT

Import Item List:

Number of import items (0):

Import option : Create/Overwrite (1-2) (1): 2

Filename containing import data: ProdComputerSystem

 

You might might need to run the Update Asset UI after the import is done to
resync with the AST form.   You data should still be there on the Base
Element hopefully.

 

Hope this helps

 

Edward

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 7:58 PM
To: arslist@ARSLIST.ORG
Subject: Deleted a class by accident

 

** 

Hi everyone.  I created a new class in the atrium CMDB but decided to delete
it afterwards.  Problem is I must have highlighted another class, likely
under base element and removed something else instead.  Is there a way to
rebuild this class?  I would need pretty step by step instructions.  All I
know at this point is accessing the asset management console gives the
following error:
ARERR [303] Form does not exist on server : AST:ComputerSystem
Thanks
Steve
 

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Re: Deleted a class by accident

[Steve Iocco]

Quick question, is there a way to export all the cmdb classes to make sure I am 
not missing any?  It seems my AST:ComputerSystem form is still missing.  Does 
this require reinstalling Asset Management?

Thanks

Steve
 


Date: Tue, 19 Jan 2010 20:18:09 -0700
From: dci.rem...@gmail.com
Subject: Re: Deleted a class by accident
To: arslist@ARSLIST.ORG

** 





Looks like you deleted BMC_ComputerSystem.  Did you take a DB backup before you 
made the change?  Cause you could restore from that.
 
I’m assuming you’re atleast on CMDB 2.1 and have done this on your dev 
environment, so you could try exporting the class definition for Computer 
System from your Prod environment using the cmdbdriver utility.  Read up on the 
utility in the CMDB Admin guide.  When you launch the utility, you’ll need to 
run the ‘init’ command and then ‘log’ to login.
 
To export the class def use the xexpdf command, it will prompt you:
 
Command: xexpdf
XEXPORT DEFINITION
Export all classes? (F):
Classes to export:
   Class and its subclasses, From namespace (1,2) (1):
  Namespace (): BMC.CORE
  Class name (): BMC_ComputerSystem
Export all attributes with classes? (T):
Filename for exported data: ProdComputerSystem 
 
Then on your dev env, import the def
 
Command: impdf
DEFINITION IMPORT
Import Item List:
Number of import items (0):
Import option : Create/Overwrite (1-2) (1): 2
Filename containing import data: ProdComputerSystem
 
You might might need to run the Update Asset UI after the import is done to 
resync with the AST form.   You data should still be there on the Base Element 
hopefully.
 
Hope this helps
 
Edward
 
 
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 7:58 PM
To: arslist@ARSLIST.ORG
Subject: Deleted a class by accident
 
** 
Hi everyone.  I created a new class in the atrium CMDB but decided to delete it 
afterwards.  Problem is I must have highlighted another class, likely under 
base element and removed something else instead.  Is there a way to rebuild 
this class?  I would need pretty step by step instructions.  All I know at this 
point is accessing the asset management console gives the following error:
ARERR [303] Form does not exist on server : AST:ComputerSystem
Thanks
Steve
 



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Re: Deleted a class by accident

[DCI Remedy]

Then  it looks like you deleted the BMC_System class.   So you'll need to
restore that first.  I'm not sure if restoring that class will fix the
subclasses beneath it, but you can try.

 

Seeing as this is just your dev, and it's a fresh install, why don't you
just start over? 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 8:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Deleted a class by accident

 

** 

So here are the results.  It does  not seem to be working properly?
 
Export
   Server (Remedy) :
Command: xexpdf
XEXPORT DEFINITION
Export all classes? (F):
Classes to export:
   Class and its subclasses, From namespace (1,2) (1):
  Namespace (): BMC.CORE
  Class name (): BMC_ComputerSystem
Export all attributes with classes? (T):
Filename for exported data: ProdComputerSystem
   CMDBXExportDef  results
ReturnCode:  OK
Status List : 0 items

Import
 
Command: impdf
DEFINITION IMPORT
Import Item List:
Number of import items (0):
Import option : Create/Overwrite (1-2) (1): 2
Filename containing import data: ProdComputerSystem
   CMDBImportDef  results
ReturnCode:  ERROR
Status List : 1 items
Status Struct :
   Message type : ERROR
   Message number :  120002
Message:  Class does not exist.
   Appended:  BMC.CORE:BMC_System
 

  _  

Date: Tue, 19 Jan 2010 20:29:51 -0700
From: dci.rem...@gmail.com
Subject: Re: Deleted a class by accident
To: arslist@ARSLIST.ORG

** 

Hi Steve,

 

Ok, so we'll probably need more info.  Are you upgrading or doing a fresh
install?   If upgrading, from which version?  Did you perform all the
necessary patches before moving to 7.6?  And I'm assuming your installed
Atrium 7.6. Did you do your atrium backup before or after your deleted
Computer System?

  


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Re: Deleted a class by accident

[Steve Iocco]

So here are the results.  It does  not seem to be working properly?

 

Export

   Server (Remedy) :

Command: xexpdf
XEXPORT DEFINITION
Export all classes? (F):
Classes to export:
   Class and its subclasses, From namespace (1,2) (1):
  Namespace (): BMC.CORE
  Class name (): BMC_ComputerSystem
Export all attributes with classes? (T):
Filename for exported data: ProdComputerSystem

   CMDBXExportDef  results
ReturnCode:  OK
Status List : 0 items


Import

 

Command: impdf
DEFINITION IMPORT
Import Item List:
Number of import items (0):
Import option : Create/Overwrite (1-2) (1): 2
Filename containing import data: ProdComputerSystem

   CMDBImportDef  results
ReturnCode:  ERROR
Status List : 1 items
Status Struct :
   Message type : ERROR
   Message number :  120002
Message:  Class does not exist.
   Appended:  BMC.CORE:BMC_System

 


Date: Tue, 19 Jan 2010 20:29:51 -0700
From: dci.rem...@gmail.com
Subject: Re: Deleted a class by accident
To: arslist@ARSLIST.ORG

** 





Hi Steve,
 
Ok, so we’ll probably need more info.  Are you upgrading or doing a fresh 
install?   If upgrading, from which version?  Did you perform all the necessary 
patches before moving to 7.6?  And I’m assuming your installed Atrium 7.6. Did 
you do your atrium backup before or after your deleted Computer System?
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 8:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Deleted a class by accident
 
** 
Thanks for your reply.  This is actually in our dev environment which will be 
promoted to prod.  The problem is I do have a backup but only after the atrium 
install.  to compound this I am unable to re-run the itsm installer (7.6) as it 
seems to sit there and hang when I revert the DB back to just the atrium.  Any 
suggestions?  The uninstaller for ITSM worked only for change and asset, not 
for service desk.
If I can get ITSM uninstalled properly removing any references of it I can then 
revert the DB back to the point after the Atrium install then re-install ITSM.
Thanks

 



Date: Tue, 19 Jan 2010 20:18:09 -0700
From: dci.rem...@gmail.com
Subject: Re: Deleted a class by accident
To: arslist@ARSLIST.ORG

** 

Looks like you deleted BMC_ComputerSystem.  Did you take a DB backup before you 
made the change?  Cause you could restore from that.
 
I’m assuming you’re atleast on CMDB 2.1 and have done this on your dev 
environment, so you could try exporting the class definition for Computer 
System from your Prod environment using the cmdbdriver utility.  Read up on the 
utility in the CMDB Admin guide.  When you launch the utility, you’ll need to 
run the ‘init’ command and then ‘log’ to login.
 
To export the class def use the xexpdf command, it will prompt you:
 
Command: xexpdf
XEXPORT DEFINITION
Export all classes? (F):
Classes to export:
   Class and its subclasses, From namespace (1,2) (1):
  Namespace (): BMC.CORE
  Class name (): BMC_ComputerSystem
Export all attributes with classes? (T):
Filename for exported data: ProdComputerSystem 
 
Then on your dev env, import the def
 
Command: impdf
DEFINITION IMPORT
Import Item List:
Number of import items (0):
Import option : Create/Overwrite (1-2) (1): 2
Filename containing import data: ProdComputerSystem
 
You might might need to run the Update Asset UI after the import is done to 
resync with the AST form.   You data should still be there on the Base Element 
hopefully.
 
Hope this helps
 
Edward
 
 
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 7:58 PM
To: arslist@ARSLIST.ORG
Subject: Deleted a class by accident
 
** 
Hi everyone.  I created a new class in the atrium CMDB but decided to delete it 
afterwards.  Problem is I must have highlighted another class, likely under 
base element and removed something else instead.  Is there a way to rebuild 
this class?  I would need pretty step by step instructions.  All I know at this 
point is accessing the asset management console gives the following error:
ARERR [303] Form does not exist on server : AST:ComputerSystem
Thanks
Steve
 



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Re: Deleted a class by accident

[Steve Iocco]

Hi.  This is a fresh install, and yest with Atrium 7.6.  What I am trying to do 
now is run the cmdbdriver to export it from the backup I took right after the 
CMDB install, so with the Computer System class.

Thanks.


 


Date: Tue, 19 Jan 2010 20:29:51 -0700
From: dci.rem...@gmail.com
Subject: Re: Deleted a class by accident
To: arslist@ARSLIST.ORG

** 





Hi Steve,
 
Ok, so we’ll probably need more info.  Are you upgrading or doing a fresh 
install?   If upgrading, from which version?  Did you perform all the necessary 
patches before moving to 7.6?  And I’m assuming your installed Atrium 7.6. Did 
you do your atrium backup before or after your deleted Computer System?
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 8:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Deleted a class by accident
 
** 
Thanks for your reply.  This is actually in our dev environment which will be 
promoted to prod.  The problem is I do have a backup but only after the atrium 
install.  to compound this I am unable to re-run the itsm installer (7.6) as it 
seems to sit there and hang when I revert the DB back to just the atrium.  Any 
suggestions?  The uninstaller for ITSM worked only for change and asset, not 
for service desk.
If I can get ITSM uninstalled properly removing any references of it I can then 
revert the DB back to the point after the Atrium install then re-install ITSM.
Thanks

 



Date: Tue, 19 Jan 2010 20:18:09 -0700
From: dci.rem...@gmail.com
Subject: Re: Deleted a class by accident
To: arslist@ARSLIST.ORG

** 

Looks like you deleted BMC_ComputerSystem.  Did you take a DB backup before you 
made the change?  Cause you could restore from that.
 
I’m assuming you’re atleast on CMDB 2.1 and have done this on your dev 
environment, so you could try exporting the class definition for Computer 
System from your Prod environment using the cmdbdriver utility.  Read up on the 
utility in the CMDB Admin guide.  When you launch the utility, you’ll need to 
run the ‘init’ command and then ‘log’ to login.
 
To export the class def use the xexpdf command, it will prompt you:
 
Command: xexpdf
XEXPORT DEFINITION
Export all classes? (F):
Classes to export:
   Class and its subclasses, From namespace (1,2) (1):
  Namespace (): BMC.CORE
  Class name (): BMC_ComputerSystem
Export all attributes with classes? (T):
Filename for exported data: ProdComputerSystem 
 
Then on your dev env, import the def
 
Command: impdf
DEFINITION IMPORT
Import Item List:
Number of import items (0):
Import option : Create/Overwrite (1-2) (1): 2
Filename containing import data: ProdComputerSystem
 
You might might need to run the Update Asset UI after the import is done to 
resync with the AST form.   You data should still be there on the Base Element 
hopefully.
 
Hope this helps
 
Edward
 
 
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 7:58 PM
To: arslist@ARSLIST.ORG
Subject: Deleted a class by accident
 
** 
Hi everyone.  I created a new class in the atrium CMDB but decided to delete it 
afterwards.  Problem is I must have highlighted another class, likely under 
base element and removed something else instead.  Is there a way to rebuild 
this class?  I would need pretty step by step instructions.  All I know at this 
point is accessing the asset management console gives the following error:
ARERR [303] Form does not exist on server : AST:ComputerSystem
Thanks
Steve
 



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Re: Deleted a class by accident

[DCI Remedy]

Hi Steve,

 

Ok, so we'll probably need more info.  Are you upgrading or doing a fresh
install?   If upgrading, from which version?  Did you perform all the
necessary patches before moving to 7.6?  And I'm assuming your installed
Atrium 7.6. Did you do your atrium backup before or after your deleted
Computer System?

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 8:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Deleted a class by accident

 

** 

Thanks for your reply.  This is actually in our dev environment which will
be promoted to prod.  The problem is I do have a backup but only after the
atrium install.  to compound this I am unable to re-run the itsm installer
(7.6) as it seems to sit there and hang when I revert the DB back to just
the atrium.  Any suggestions?  The uninstaller for ITSM worked only for
change and asset, not for service desk.
If I can get ITSM uninstalled properly removing any references of it I can
then revert the DB back to the point after the Atrium install then
re-install ITSM.
Thanks

 

  _  

Date: Tue, 19 Jan 2010 20:18:09 -0700
From: dci.rem...@gmail.com
Subject: Re: Deleted a class by accident
To: arslist@ARSLIST.ORG

** 

Looks like you deleted BMC_ComputerSystem.  Did you take a DB backup before
you made the change?  Cause you could restore from that.

 

I'm assuming you're atleast on CMDB 2.1 and have done this on your dev
environment, so you could try exporting the class definition for Computer
System from your Prod environment using the cmdbdriver utility.  Read up on
the utility in the CMDB Admin guide.  When you launch the utility, you'll
need to run the 'init' command and then 'log' to login.

 

To export the class def use the xexpdf command, it will prompt you:

 

Command: xexpdf

XEXPORT DEFINITION

Export all classes? (F):

Classes to export:

   Class and its subclasses, From namespace (1,2) (1):

  Namespace (): BMC.CORE

  Class name (): BMC_ComputerSystem

Export all attributes with classes? (T):

Filename for exported data: ProdComputerSystem 

 

Then on your dev env, import the def

 

Command: impdf

DEFINITION IMPORT

Import Item List:

Number of import items (0):

Import option : Create/Overwrite (1-2) (1): 2

Filename containing import data: ProdComputerSystem

 

You might might need to run the Update Asset UI after the import is done to
resync with the AST form.   You data should still be there on the Base
Element hopefully.

 

Hope this helps

 

Edward

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 7:58 PM
To: arslist@ARSLIST.ORG
Subject: Deleted a class by accident

 

** 

Hi everyone.  I created a new class in the atrium CMDB but decided to delete
it afterwards.  Problem is I must have highlighted another class, likely
under base element and removed something else instead.  Is there a way to
rebuild this class?  I would need pretty step by step instructions.  All I
know at this point is accessing the asset management console gives the
following error:
ARERR [303] Form does not exist on server : AST:ComputerSystem
Thanks
Steve
 

  _  

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Re: Deleted a class by accident

[Steve Iocco]

Thanks for your reply.  This is actually in our dev environment which will be 
promoted to prod.  The problem is I do have a backup but only after the atrium 
install.  to compound this I am unable to re-run the itsm installer (7.6) as it 
seems to sit there and hang when I revert the DB back to just the atrium.  Any 
suggestions?  The uninstaller for ITSM worked only for change and asset, not 
for service desk.

If I can get ITSM uninstalled properly removing any references of it I can then 
revert the DB back to the point after the Atrium install then re-install ITSM.

Thanks


 


Date: Tue, 19 Jan 2010 20:18:09 -0700
From: dci.rem...@gmail.com
Subject: Re: Deleted a class by accident
To: arslist@ARSLIST.ORG

** 





Looks like you deleted BMC_ComputerSystem.  Did you take a DB backup before you 
made the change?  Cause you could restore from that.
 
I’m assuming you’re atleast on CMDB 2.1 and have done this on your dev 
environment, so you could try exporting the class definition for Computer 
System from your Prod environment using the cmdbdriver utility.  Read up on the 
utility in the CMDB Admin guide.  When you launch the utility, you’ll need to 
run the ‘init’ command and then ‘log’ to login.
 
To export the class def use the xexpdf command, it will prompt you:
 
Command: xexpdf
XEXPORT DEFINITION
Export all classes? (F):
Classes to export:
   Class and its subclasses, From namespace (1,2) (1):
  Namespace (): BMC.CORE
  Class name (): BMC_ComputerSystem
Export all attributes with classes? (T):
Filename for exported data: ProdComputerSystem 
 
Then on your dev env, import the def
 
Command: impdf
DEFINITION IMPORT
Import Item List:
Number of import items (0):
Import option : Create/Overwrite (1-2) (1): 2
Filename containing import data: ProdComputerSystem
 
You might might need to run the Update Asset UI after the import is done to 
resync with the AST form.   You data should still be there on the Base Element 
hopefully.
 
Hope this helps
 
Edward
 
 
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 7:58 PM
To: arslist@ARSLIST.ORG
Subject: Deleted a class by accident
 
** 
Hi everyone.  I created a new class in the atrium CMDB but decided to delete it 
afterwards.  Problem is I must have highlighted another class, likely under 
base element and removed something else instead.  Is there a way to rebuild 
this class?  I would need pretty step by step instructions.  All I know at this 
point is accessing the asset management console gives the following error:
ARERR [303] Form does not exist on server : AST:ComputerSystem
Thanks
Steve
 



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Re: Calculating the Date Diff

[Daniel Bloom]

Need some clarifications.
 
Calculate the seconds of what?
 
did you try something that didn't work?
 
There are several functions for various versions of date differences
all documented in the manuals and in the on-line help.
 
What version of ARSystem and what you want to accomplish will help.
 
Also ITSM7 module with SLM or not.
 
 Dan

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From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Abdullah Baytops
Sent: January 19, 2010 9:17 PM
To: arslist@ARSLIST.ORG
Subject: Calculating the Date Diff


** 
Hello listers
 
Does anyone know how to calculate the the seconds and convert it into Days,
Hours, Minutes when using the date fields?
 
Thanks in advance
 
 
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Re: Deleted a class by accident

[DCI Remedy]

Looks like you deleted BMC_ComputerSystem.  Did you take a DB backup before
you made the change?  Cause you could restore from that.

 

I'm assuming you're atleast on CMDB 2.1 and have done this on your dev
environment, so you could try exporting the class definition for Computer
System from your Prod environment using the cmdbdriver utility.  Read up on
the utility in the CMDB Admin guide.  When you launch the utility, you'll
need to run the 'init' command and then 'log' to login.

 

To export the class def use the xexpdf command, it will prompt you:

 

Command: xexpdf

XEXPORT DEFINITION

Export all classes? (F):

Classes to export:

   Class and its subclasses, From namespace (1,2) (1):

  Namespace (): BMC.CORE

  Class name (): BMC_ComputerSystem

Export all attributes with classes? (T):

Filename for exported data: ProdComputerSystem 

 

Then on your dev env, import the def

 

Command: impdf

DEFINITION IMPORT

Import Item List:

Number of import items (0):

Import option : Create/Overwrite (1-2) (1): 2

Filename containing import data: ProdComputerSystem

 

You might might need to run the Update Asset UI after the import is done to
resync with the AST form.   You data should still be there on the Base
Element hopefully.

 

Hope this helps

 

Edward

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Steve Iocco
Sent: Tuesday, January 19, 2010 7:58 PM
To: arslist@ARSLIST.ORG
Subject: Deleted a class by accident

 

** 

Hi everyone.  I created a new class in the atrium CMDB but decided to delete
it afterwards.  Problem is I must have highlighted another class, likely
under base element and removed something else instead.  Is there a way to
rebuild this class?  I would need pretty step by step instructions.  All I
know at this point is accessing the asset management console gives the
following error:
ARERR [303] Form does not exist on server : AST:ComputerSystem
Thanks
Steve
 

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Deleted a class by accident

[Steve Iocco]

Hi everyone.  I created a new class in the atrium CMDB but decided to delete it 
afterwards.  Problem is I must have highlighted another class, likely under 
base element and removed something else instead.  Is there a way to rebuild 
this class?  I would need pretty step by step instructions.  All I know at this 
point is accessing the asset management console gives the following error:

ARERR [303] Form does not exist on server : AST:ComputerSystem

Thanks

Steve

 
  
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Calculating the Date Diff

[Abdullah Baytops]

Hello listers

Does anyone know how to calculate the the seconds and convert it into Days, 
Hours, Minutes when using the date fields?

Thanks in advance



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Re: Thread count convert to oracle session count

[Juan Ingles]

Before messing with your thread count or database settings, I would verify
that the connections are actually coming from arserverd.
Database connections can come from plenty of other places: users connecting
directly to the database, ETL tools, database links, etc.

I have even seen cases where arserverd connections end up orphaned and stay
open on the database side. In some cases it actually took a db restart to
clear them up.

Juan Ingles



On Tue, Jan 19, 2010 at 3:27 PM, Axton  wrote:

> ** The Oracle session count is going to match the thread count configured
> across all the queues.  If you want to research what queues are running into
> blocks (not enough threads), look at the per thread server statistics.  If
> you want to know whether your servers are able to effectively use as many
> threads as you have configured, look at the kernel statistics for your
> arserverd process.  On Solaris you can look into mpstat and sar.
>
> Axton Grams
>
>
> On Tue, Jan 19, 2010 at 4:25 PM, Haque, Rezaul R <
> rezaul.ha...@chartercom.com> wrote:
>
>> **
>>
>> Guys,
>>
>>  I am in a dilemma to decide to set how many oracle session  according to
>> Remedy Thread count that we have in our system.
>>
>> right now we have  Fast = 15, List = 30 and some Private = 10, Private  =
>> 10, Private = 2 and Private = 1 and Of course Admin = 1, Alert =1
>>
>> DBA saying we are maxed out 300 ( currently set in database). How can I
>> judge what would be ideal oracle session count according to my thread count.
>>
>> Please advice
>>
>>
>>
>> Thanks
>>
>> Rezaul
>>
>>
>>
>> E-MAIL CONFIDENTIALITY NOTICE:
>>
>>
>>
>>
>>
>>
>>
>> The contents of this e-mail message and
>> any attachments are intended solely for the
>> addressee(s) and may contain confidential
>> and/or legally privileged information. If you
>> are not the intended recipient of this message
>> or if this message has been addressed to you
>> in error, please immediately alert the sender
>>  by reply e-mail and then delete this message
>> and any attachments. If you are not the
>> intended recipient, you are notified that
>> any use, dissemination, distribution, copying,
>> or storage of this message or any attachment
>> is strictly prohibited.
>>
>>
>>
>>
>>
>>
>>
>>
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>> Are"_
>
>
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Re: AL not firing

[Martinez, Marcelo A]

Yes I do have "window loaded" selected.

I have resolved this issue.
Since in my log I only see "Window Open" and "Gain Focus" stages (nothing for 
"Display", "Window Loaded", "Un-Display", etc).. I looked for the field which 
gains focus (risk level). Then I simply copied my pre-existing ALs but changed 
the execute to "gain focus" and field = risk level.

The bad thing is that I now have 8 ALs instead of 4. The original 4 fire when 
CatTier1 is selected.. so I couldn't change that to "gain focus"...

I couldn't get the $VUI$ to work either --- can you shed some light on how this 
keyword is meant to be used? Thanks!!

Thanks Lyle and Chuck!

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Tuesday, January 19, 2010 6:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: AL not firing

**
Do you have "Window Loaded" checked as well?

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, January 19, 2010 3:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: AL not firing

**
"Display" is also checked. Thanks Chuck!
Any other ideas?

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Charles Baldi
Sent: Tuesday, January 19, 2010 4:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: AL not firing

**
Your AL needs to fire on "Display" because that is when the data is available.  
Window Open happens before your data is loaded.

Regards,
Chuck Baldi
On Tue, Jan 19, 2010 at 4:43 PM, Martinez, Marcelo A 
mailto:marc...@cpchem.com>> wrote:
Needs help figuring out why an AL is not firing.
I have an AL that fires on the Change form when a user selects category tier 1. 
The action is to show a hidden page. Here's an example.
IF CatTier1 = Network THEN show network testing page ELSE hidden
IF CatTier1 = Software THEN show application testing page ELSE hidden
IF CatTier1 = Telecomm THEN show telecomm testing page ELSE hidden

Now... I am working on the "Approval Central" . if a user goes and views a 
change ticket that is pending his/her approval, clicks 'view', then 
Infrastructure Change, then clicks "View Change"... the corresponding testing 
tab (page) does not show up.
I have gone into the CHG:Infrastructure Change form and made sure that the 
custom tabs (pages) are in the "Dialog View" view (which is the correct view 
that pops up when you hit the button)..
I have looked at my Active Links and selected Execute On: Window Open

But when I check the AL log I see that the AL I have created fails.. not sure 
why. The criteria is the same. I'd hate to have to write new workflow for 
performing the same functions.

Thanks,
Marcelo

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Re: AL not firing

[Lyle Taylor]

Do you have "Window Loaded" checked as well?

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, January 19, 2010 3:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: AL not firing

**
"Display" is also checked. Thanks Chuck!
Any other ideas?

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Charles Baldi
Sent: Tuesday, January 19, 2010 4:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: AL not firing

**
Your AL needs to fire on "Display" because that is when the data is available.  
Window Open happens before your data is loaded.

Regards,
Chuck Baldi
On Tue, Jan 19, 2010 at 4:43 PM, Martinez, Marcelo A 
mailto:marc...@cpchem.com>> wrote:
Needs help figuring out why an AL is not firing.
I have an AL that fires on the Change form when a user selects category tier 1. 
The action is to show a hidden page. Here's an example.
IF CatTier1 = Network THEN show network testing page ELSE hidden
IF CatTier1 = Software THEN show application testing page ELSE hidden
IF CatTier1 = Telecomm THEN show telecomm testing page ELSE hidden

Now... I am working on the "Approval Central" . if a user goes and views a 
change ticket that is pending his/her approval, clicks 'view', then 
Infrastructure Change, then clicks "View Change"... the corresponding testing 
tab (page) does not show up.
I have gone into the CHG:Infrastructure Change form and made sure that the 
custom tabs (pages) are in the "Dialog View" view (which is the correct view 
that pops up when you hit the button)..
I have looked at my Active Links and selected Execute On: Window Open

But when I check the AL log I see that the AL I have created fails.. not sure 
why. The criteria is the same. I'd hate to have to write new workflow for 
performing the same functions.

Thanks,
Marcelo

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Re: Thread count convert to oracle session count

[Axton]

The Oracle session count is going to match the thread count configured
across all the queues.  If you want to research what queues are running into
blocks (not enough threads), look at the per thread server statistics.  If
you want to know whether your servers are able to effectively use as many
threads as you have configured, look at the kernel statistics for your
arserverd process.  On Solaris you can look into mpstat and sar.

Axton Grams

On Tue, Jan 19, 2010 at 4:25 PM, Haque, Rezaul R <
rezaul.ha...@chartercom.com> wrote:

> **
>
> Guys,
>
>  I am in a dilemma to decide to set how many oracle session  according to
> Remedy Thread count that we have in our system.
>
> right now we have  Fast = 15, List = 30 and some Private = 10, Private  =
> 10, Private = 2 and Private = 1 and Of course Admin = 1, Alert =1
>
> DBA saying we are maxed out 300 ( currently set in database). How can I
> judge what would be ideal oracle session count according to my thread count.
>
> Please advice
>
>
>
> Thanks
>
> Rezaul
>
>
>
> E-MAIL CONFIDENTIALITY NOTICE:
>
>
>
>
>
>
>
> The contents of this e-mail message and
> any attachments are intended solely for the
> addressee(s) and may contain confidential
> and/or legally privileged information. If you
> are not the intended recipient of this message
> or if this message has been addressed to you
> in error, please immediately alert the sender
>  by reply e-mail and then delete this message
> and any attachments. If you are not the
> intended recipient, you are notified that
> any use, dissemination, distribution, copying,
> or storage of this message or any attachment
> is strictly prohibited.
>
>
>
>
>
>
>
>
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Thread count convert to oracle session count

[Haque, Rezaul R]

Guys,

 I am in a dilemma to decide to set how many oracle session  according
to Remedy Thread count that we have in our system. 

right now we have  Fast = 15, List = 30 and some Private = 10, Private
= 10, Private = 2 and Private = 1 and Of course Admin = 1, Alert =1 

DBA saying we are maxed out 300 ( currently set in database). How can I
judge what would be ideal oracle session count according to my thread
count.

Please advice

 

Thanks

Rezaul

 


E-MAIL CONFIDENTIALITY NOTICE: 

 

 

 

The contents of this e-mail message and 
any attachments are intended solely for the 
addressee(s) and may contain confidential 
and/or legally privileged information. If you 
are not the intended recipient of this message 
or if this message has been addressed to you 
in error, please immediately alert the sender
 by reply e-mail and then delete this message 
and any attachments. If you are not the 
intended recipient, you are notified that 
any use, dissemination, distribution, copying, 
or storage of this message or any attachment 
is strictly prohibited.








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Re: AL not firing

[Martinez, Marcelo A]

"Display" is also checked. Thanks Chuck!
Any other ideas?

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Charles Baldi
Sent: Tuesday, January 19, 2010 4:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: AL not firing

**
Your AL needs to fire on "Display" because that is when the data is available.  
Window Open happens before your data is loaded.

Regards,
Chuck Baldi
On Tue, Jan 19, 2010 at 4:43 PM, Martinez, Marcelo A 
mailto:marc...@cpchem.com>> wrote:
Needs help figuring out why an AL is not firing.
I have an AL that fires on the Change form when a user selects category tier 1. 
The action is to show a hidden page. Here's an example.
IF CatTier1 = Network THEN show network testing page ELSE hidden
IF CatTier1 = Software THEN show application testing page ELSE hidden
IF CatTier1 = Telecomm THEN show telecomm testing page ELSE hidden

Now... I am working on the "Approval Central" . if a user goes and views a 
change ticket that is pending his/her approval, clicks 'view', then 
Infrastructure Change, then clicks "View Change"... the corresponding testing 
tab (page) does not show up.
I have gone into the CHG:Infrastructure Change form and made sure that the 
custom tabs (pages) are in the "Dialog View" view (which is the correct view 
that pops up when you hit the button)..
I have looked at my Active Links and selected Execute On: Window Open

But when I check the AL log I see that the AL I have created fails.. not sure 
why. The criteria is the same. I'd hate to have to write new workflow for 
performing the same functions.

Thanks,
Marcelo

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Re: AL not firing

[Charles Baldi]

Your AL needs to fire on "Display" because that is when the data is
available.  Window Open happens before your data is loaded.

Regards,
Chuck Baldi

On Tue, Jan 19, 2010 at 4:43 PM, Martinez, Marcelo A wrote:

> Needs help figuring out why an AL is not firing.
> I have an AL that fires on the Change form when a user selects category
> tier 1. The action is to show a hidden page. Here's an example.
> IF CatTier1 = Network THEN show network testing page ELSE hidden
> IF CatTier1 = Software THEN show application testing page ELSE hidden
> IF CatTier1 = Telecomm THEN show telecomm testing page ELSE hidden
>
> Now... I am working on the "Approval Central" . if a user goes and views a
> change ticket that is pending his/her approval, clicks 'view', then
> Infrastructure Change, then clicks "View Change"... the corresponding
> testing tab (page) does not show up.
> I have gone into the CHG:Infrastructure Change form and made sure that the
> custom tabs (pages) are in the "Dialog View" view (which is the correct view
> that pops up when you hit the button)..
> I have looked at my Active Links and selected Execute On: Window Open
>
> But when I check the AL log I see that the AL I have created fails.. not
> sure why. The criteria is the same. I'd hate to have to write new workflow
> for performing the same functions.
>
> Thanks,
> Marcelo
>
>
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AL not firing

[Martinez, Marcelo A]

Needs help figuring out why an AL is not firing.
I have an AL that fires on the Change form when a user selects category tier 1. 
The action is to show a hidden page. Here's an example.
IF CatTier1 = Network THEN show network testing page ELSE hidden
IF CatTier1 = Software THEN show application testing page ELSE hidden
IF CatTier1 = Telecomm THEN show telecomm testing page ELSE hidden

Now... I am working on the "Approval Central" . if a user goes and views a 
change ticket that is pending his/her approval, clicks 'view', then 
Infrastructure Change, then clicks "View Change"... the corresponding testing 
tab (page) does not show up.
I have gone into the CHG:Infrastructure Change form and made sure that the 
custom tabs (pages) are in the "Dialog View" view (which is the correct view 
that pops up when you hit the button)..
I have looked at my Active Links and selected Execute On: Window Open

But when I check the AL log I see that the AL I have created fails.. not sure 
why. The criteria is the same. I'd hate to have to write new workflow for 
performing the same functions.

Thanks,
Marcelo

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Re: Old menu definition sticking to field

[DCI Remedy]

do you have workflow that is attaching the bad menu?

On Tue, Jan 19, 2010 at 2:08 PM, Martin, Robert  wrote:

> **
>
> Dear List,
>
>
>
> I have a character field with a faulty menu.  So I fixed the menu, but the
> field still shows the faulty behavior.  Next I removed the menu entirely,
> and moved the field to a new location.  The field appears in the new
> location (which seems to rule out a caching issue, plus I checked the cache
> and don’t find any for the form), but it still shows the faulty menu.
>
>
>
> Any idea what might be going on?
>
>
>
> (ARS 7.1 p3, RH Linux server, Oracle 10.2 db)
>
>
>
> Dwayne Martin
>
> James Madison University
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Old menu definition sticking to field

[Martin, Robert]

Dear List,

I have a character field with a faulty menu.  So I fixed the menu, but the 
field still shows the faulty behavior.  Next I removed the menu entirely, and 
moved the field to a new location.  The field appears in the new location 
(which seems to rule out a caching issue, plus I checked the cache and don't 
find any for the form), but it still shows the faulty menu.

Any idea what might be going on?

(ARS 7.1 p3, RH Linux server, Oracle 10.2 db)

Dwayne Martin
James Madison University

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Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

[Matt Worsdell]

I'm doing a Programme Manager role, so strictly hands off technically.
Still doing other Remedy work alongside.

> Thanks Matt, you gone over to the dark side for good or just right place
> right time etc?
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
> Sent: 19 January 2010 20:02
> To: arslist@ARSLIST.ORG
> Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand
>
> Interesting point Danny, at the moment I'm working on a Service Now
> implementation (sorry guys!) and their Saas offering allows for
> customisations.
>
> As an aside I'm finding that their product is very interesting in terms of
> its features, functionality and how their proposition is structured.
> Looking forward to how BMC compare.
>
> Matt
>
>> Thanks for the answers. Sorry I missed the customisation answer.
>>
>>
>>
>> Very interesting. Look forward to hearing about response SLAs etc
>>
>>
>>
>> Thanks
>>
>>
>>
>>
>>
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Easter, David
>> Sent: 19 January 2010 17:54
>> To: arslist@ARSLIST.ORG
>> Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand
>>
>>
>>
>> **
>>
>> Danny,
>>
>>
>>
>> Ø  How many customers out there go 100% out of the box?
>>
>>
>>
>> The solution has not yet launched - but in general, SaaS solutions work
>> very
>> well for customers that have adopted industry standard processes.
>>
>>
>>
>> Ø  Or are you allowing customisations David?
>>
>>
>>
>> I answered the question about customization in the previous response:
>>
>>
>>
>> “An option will most likely be offered that enables customers to make
>> light
>> customization requests of the service. “
>>
>>
>>
>> -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.
>>
>>
>>
> 
> ___
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>> Are"
>>
>
> 
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Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

[Danny Kellett]

Thanks Matt, you gone over to the dark side for good or just right place
right time etc?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
Sent: 19 January 2010 20:02
To: arslist@ARSLIST.ORG
Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

Interesting point Danny, at the moment I'm working on a Service Now
implementation (sorry guys!) and their Saas offering allows for
customisations.

As an aside I'm finding that their product is very interesting in terms of
its features, functionality and how their proposition is structured.
Looking forward to how BMC compare.

Matt

> Thanks for the answers. Sorry I missed the customisation answer.
>
>
>
> Very interesting. Look forward to hearing about response SLAs etc
>
>
>
> Thanks
>
>
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Easter, David
> Sent: 19 January 2010 17:54
> To: arslist@ARSLIST.ORG
> Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand
>
>
>
> **
>
> Danny,
>
>
>
> Ø  How many customers out there go 100% out of the box?
>
>
>
> The solution has not yet launched - but in general, SaaS solutions work
> very
> well for customers that have adopted industry standard processes.
>
>
>
> Ø  Or are you allowing customisations David?
>
>
>
> I answered the question about customization in the previous response:
>
>
>
> “An option will most likely be offered that enables customers to make
> light
> customization requests of the service. “
>
>
>
> -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.
>
>
>

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Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

[Matt Worsdell]

Interesting point Danny, at the moment I'm working on a Service Now
implementation (sorry guys!) and their Saas offering allows for
customisations.

As an aside I'm finding that their product is very interesting in terms of
its features, functionality and how their proposition is structured.
Looking forward to how BMC compare.

Matt

> Thanks for the answers. Sorry I missed the customisation answer.
>
>
>
> Very interesting. Look forward to hearing about response SLAs etc
>
>
>
> Thanks
>
>
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Easter, David
> Sent: 19 January 2010 17:54
> To: arslist@ARSLIST.ORG
> Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand
>
>
>
> **
>
> Danny,
>
>
>
> Ø  How many customers out there go 100% out of the box?
>
>
>
> The solution has not yet launched - but in general, SaaS solutions work
> very
> well for customers that have adopted industry standard processes.
>
>
>
> Ø  Or are you allowing customisations David?
>
>
>
> I answered the question about customization in the previous response:
>
>
>
> “An option will most likely be offered that enables customers to make
> light
> customization requests of the service. “
>
>
>
> -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.
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>

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Re: Tomcat on Windows Server 2008 R2 64bit with IIS

[Alan Blake]

To get Tomcat to run on a windows 2008 64 bit server I had to add the JRE bin 
folder to the PATH.  It is an issue with getting 2k8 to start the service if I 
remember correctly, to prove that you can execute the bootstrap.jar and tomcat 
will startup that way.
Alan BlakeKnowlysis
--- On Tue, 1/19/10, Mike Ballinger  wrote:

From: Mike Ballinger 
Subject: Re: Tomcat on Windows Server 2008 R2 64bit with IIS
To: arslist@ARSLIST.ORG
Date: Tuesday, January 19, 2010, 9:36 AM

Give this a try and see if this resolves your issue

1. Locate the applicationhost.config file. It is probably in 
C:\Windows\System32\inetsrv\config

2. Open the applicationhost.config file and find  

3. Add  allowDoubleEscaping="true" to it so it will look now look like this 
 

You can also find the instructions for this at 
http://support.microsoft.com/kb/942076

Hope this helps


Mike Ballinger
Developer
ARPC/DPD
mike.ballin...@arpc.denver.af.mil
DSN 926-6388, 303-676-6388


-Original Message-
From: Carter, Craig J Civ USAF AFRC ARPC/DPD 
Sent: Thursday, January 14, 2010 12:53 PM
To: Ballinger, Mike L Civ USAF AFRC ARPC/DPD
Subject: FW: Tomcat on Windows Server 2008 R2 64bit with IIS

Do you think this may be the issue you had with the "special" Windows setting?

If you think it is, you may want to reply to his arslist email if you have it 
to help him out.  He is on 64-bit Windows but otherwise looks similar.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Cecil, Ken
Sent: Thursday, January 14, 2010 10:08 AM
To: arslist@ARSLIST.ORG
Subject: Tomcat on Windows Server 2008 R2 64bit with IIS

** 
I just installed ARS 7.5 and Mid-Tier with Tomcat. I am trying to get the 
Mid-Tier working.  Right now when I go to 
http://localhost/arsys/shared/config/config.jsp 
  I get an HTTP Error 404.0 
Not found error.
 
I think it may have something to do with getting Tomcat configured correctly. 
Has anyone done this on 2008? What extra steps are required after the AR 
install routine?
 
I saw these post installation instructions in the ARS Installation Guide 
unfortunately it looks like they only apply to server 2003 since I don't even 
have that directory or scripts they mention.
 
 
To run Tomcat with IIS on Windows 2003 Server x64

1.    Install the mid tier, and choose Tomcat as the JSP engine.
2.    In a command window, change directories to C:\Inetpub\AdminScripts.
3.    From the command window, run the following command:

cscript.exe adsutil.vbs SET W3SVC/AppPools/Enable32BitAppOnWin64 1

This step enables 64-bit IIS to run 32-bit processes.

4.    From the command window, run the following command:

cscript.exe C:\WINDOWS\system32\iisext.vbs /AddFile "C:\Program Files 
(x86)\Apache Software Foundation\Jakarta Isapi 
Redirector\bin\isapi_redirect.dll" 1 jakarta 1 jakarta

This step adds and enables the Jakarta Isapi Redirector web service extension.

5.    Stop and restart IIS.

 
 
 
Thanks for your help,
Ken.
 
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Re: Enable email notification

[Lyle Taylor]

Yes, group assignment notifications are handled out of the box.  However, IIRC 
not all notifications are enabled by default.  I don't recall if this is one 
that is enabled by default or not, although I would be surprised if it isn't.

There are two places you may need to consider to enable or disable 
notifications.  The first place is "NTE:SYS-Define NT Events".  This form 
define the notification types that the system knows about.  If an event is 
disabled here, the system may not even try to process a given notification, 
regardless of what your personal or default notification preferences are.

The second place is "NTE:CFG-Notification Events".  This form defines the 
default notification preferences and indicates whether notifications should be 
sent to the group or not, the default notification method (Alert or e-mail), 
etc.  For example, if you look at the notification events for the Change 
Management module on this form, find the one for Change Assignment, make sure 
that "Group Notification" is set to "Yes", and make sure the Remedy 
Notification Method is set to e-mail if you want e-mails sent.  In our case, we 
don't use the alert functionality, so I updated all the System Default records 
from Alert to Email.

I hope this helps a bit.  You might also consider downloading the ITSM 
Notification Engine Guide from BMC's web site.

Good luck,
Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Frank Caruso
Sent: Monday, January 18, 2010 10:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Enable email notification

**
I thought the ITSM suite did this automatically out of the box.
The only changes I have been making is adding config records to stop 
notification to certain groups.



On Tue, Jan 19, 2010 at 7:04 AM, ITN (Amanullah Bashir Ahmed) 
mailto:ahmed...@emiratesnbd.com>> wrote:
**
Lyle,
I am still waiting for your response regarding the following issue.
 I am providing you full detail of my issue. I have one Group, that group name 
is GRP1. There are seven members in this group GPR1. My requirement is 
"whenever any Access request or Change request is assigned to GPR1, Email 
notification message should go to each  member of GPR1."


Thanks & Regards

Amanullah
Software Consultant
IT Application and Enterprise Management

From: ITN (Amanullah Bashir Ahmed)
Sent: Saturday, January 16, 2010 12:16 PM
To: arslist@ARSLIST.ORG
Subject: RE: Enable email notification

Lyle,
Thanks for response, now I am providing you full detail of my issue. I have one 
Group, that group name is GRP1. There are seven members in this group GPR1. My 
requirement is "whenever any Access request or Change request is assigned to 
GPR1, Email notification message should go to each  member of GPR1."



Thanks & Regards

Amanullah
Software Consultant
IT Application and Enterprise Management


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lyle 
Taylor
Sent: Thursday, January 14, 2010 10:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Enable email notification

**
Amanullah,

Can you be more specific about what exactly you are trying to accomplish?  Be 
specific about exactly which notification you are trying to enable or under 
what precise circumstances do you want this group notified.

Lyle




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Re: Fast/List Concurrent settings?

[Lyle Taylor]

LJ,

How much Remedy interaction is _required_ during the processing of a single 
request?  What I'm wondering is if some of the processing could be off-loaded 
into an external process that would then take care of the majority of the 
processing and then only hit Remedy when it needs to create or retrieve records 
from Remedy.  If much of the processing you're currently doing in Remedy is 
just pseudo-processing in order to trigger this or that (e.g., push a field 
here to trigger this workflow there, etc.), then moving that type of processing 
into an external, say Java, process could potentially reduce the load on your 
Remedy server speeding things up in the end.  For example, if you have a web 
service that the external system is calling, and then Remedy is calling other 
web services, etc., to process the request, you could write a web service in 
Java that the external system would call, that could then also call the other 
web services and create/get entries in Remedy when necessary.  Doing something 
like that in an external process could also make it easier to implement some 
kind of caching scheme.  You could even host it as a separate web application 
on the same mid-tier server so that you don't need to set up a another web 
server to host it.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Tuesday, January 19, 2010 8:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Fast/List Concurrent settings?

Doug,
As usual, in a word, eloquent.  I had already suggested a private queue, but
the problem I see with it, and this is a minor one, is that if I'm not
mistaken, if I want to use a private queue on an existing mid-tier server,
just for these 'unruly users', then I need to specify two servers on the
same mid-tier which has caused me issues in the past...so my thought was to
further isolate the users and setup a mid-tier server specifically for this
function and set it to that same private queue, this would remove the burst
load from my main load balanced midtier cluster and then isolate them onto
their own RPC queue so they didn't interfere with the normal usersdoes
that sound best?

I was trying to figure out how to turn down the amount of SQL calls in
general that Remedy was doing but had forgotten about the history
optionthat is a great option that I could certainly use here and will
likely provide several seconds of savings which will be a huge percentage.

You are correct that I don't have control over the burst behavior of the
external system, which is truly unfortunate...I'm simply trying to find a
high water mark and attempting to mitigate the amount of failures they will
receive because of timeout.  We have seen bursts of 500 calls within a 20
min window, then nothing for an hourfrustrating, but it's what we deal
with :).  Thanks again for your time in not only reading the list but
regularly posting detailed answers.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug
Sent: Monday, January 18, 2010 11:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Fast/List Concurrent settings?

Now, we are back to the original topic of blasts of concurrent operations.

First, is it really the only way things work that there is no work and then
a blast of xxx simultaneous and then no work?  Could the other system have a
more steady stream of work rather than the periodic blasts of work?  Even if
there was some differentiation, it would balance the load -- of both
systems.
Now, this all depends on the other system being able to spread things in
some way.  If it can, this would be a big step to any system for dealing
with volume.  If not, then we have to look at other things on the AR System
side.

Assuming you cannot spread the load

First, your note didn't indicate you were loosing operations or they were
being rejected.  That is because of the dispatcher model and all the
operations are being accepted and put on the list for processing, but they
are not able to all be processed simultaneously.  So, to start with, we are
not loosing operations, we just have a tuning issue to deal with.

With the queue model of the system, the first thing I would recommend is to
configure a private queue for the use of this system.  I assume your system
is not only for the use of this one automated processor.  So, the first
thing I would do is to define a private queue just for that automated system
to isolate the load of that system from other users and especially from
interactive users.
You don't want to affect other users of the system when the "flood" hits
from this automated system.

Using a private queue will isolate the load -- just like in the stadium
example where you have a special entrance for the "unrully crowd".

Then, we can look at the number of threads that are appropriate for this
private queue.  That can be looked at in

Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

[Danny Kellett]

Thanks for the answers. Sorry I missed the customisation answer.

 

Very interesting. Look forward to hearing about response SLAs etc

 

Thanks

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: 19 January 2010 17:54
To: arslist@ARSLIST.ORG
Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

 

** 

Danny,

 

Ø  How many customers out there go 100% out of the box? 

 

The solution has not yet launched - but in general, SaaS solutions work very
well for customers that have adopted industry standard processes.

 

Ø  Or are you allowing customisations David?

 

I answered the question about customization in the previous response:

 

“An option will most likely be offered that enables customers to make light
customization requests of the service. “

 

-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.


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Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

[Easter, David]

Danny,


Ø  How many customers out there go 100% out of the box?

The solution has not yet launched - but in general, SaaS solutions work very 
well for customers that have adopted industry standard processes.


Ø  Or are you allowing customisations David?


I answered the question about customization in the previous response:

"An option will most likely be offered that enables customers to make light 
customization requests of the service. "

-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 Danny Kellett
Sent: Tuesday, January 19, 2010 9:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

**
How many customers out there go 100% out of the box? Or are you allowing 
customisations David?

Thanks

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: 19 January 2010 17:30
To: arslist@ARSLIST.ORG
Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

**

Ø  this means that BMC is going to start offering hosted ITSM solutions rather 
than making us set up our own servers?

Not hosted - software as a service.  Think of salesforce.com or Google(tm) mail 
as an example of a SaaS offering.


Ø  ?  Does this mean we will be able to have BMC handle all of the maintenance 
and administration too

Yes, that is one of the most common options provided under SaaS.  Upgrades too 
- BMC would be in charge of upgrading the SaaS stack.


Ø  If BMC does handle everything, how about customizations to the ITSM products?

An option will most likely be offered that enables customers to make light 
customization requests of the service.  Such an offering would be part of the 
service and not require professional services.  Other "higher touch" options 
may be available.   Once the solution launches, more specific options and 
offerings will be available from your BMC Sales Representative.

-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 Pierson, Shawn
Sent: Tuesday, January 19, 2010 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

**
So in non-marketing or sales speak, this means that BMC is going to start 
offering hosted ITSM solutions rather than making us set up our own servers?  
Does this mean we will be able to have BMC handle all of the maintenance and 
administration too, or just that it won't be on the customer's servers?  If BMC 
does handle everything, how about customizations to the ITSM products?  Would 
it be handled through professional services?

Thanks,

Shawn Pierson

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, January 19, 2010 10:53 AM
To: arslist@ARSLIST.ORG
Subject: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

**
For those that haven't seen it yet:

http://www.bmc.com/news/press-releases/2010/bmc-launches-bmc-remedy-itsm-suite-on-demand.html


"Today, BMC Software (NASDAQ: BMC) announced it is making its market-leading 
Remedy IT Service Management (ITSM) Suite available to customers via SaaS.

The BMC Remedy ITSM Suite On 
Demand
 solution is based on BMC's service management suite that natively integrates 
ITIL® processes with service desk, incident, problem, change, release, asset, 
service request and service level management. This enables IT operations to 
quickly resolve business-critical incidents, reduce risk and enforce service 
level agreements without any on-premise infrastructure or support requirements. 
"

-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.


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Private and con

Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

[Danny Kellett]

How many customers out there go 100% out of the box? Or are you allowing
customisations David?

 

Thanks

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: 19 January 2010 17:30
To: arslist@ARSLIST.ORG
Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

 

** 

Ø  this means that BMC is going to start offering hosted ITSM solutions
rather than making us set up our own servers? 

 

Not hosted – software as a service.  Think of salesforce.com or Google™ mail
as an example of a SaaS offering.  

 

Ø  ?  Does this mean we will be able to have BMC handle all of the
maintenance and administration too

 

Yes, that is one of the most common options provided under SaaS.  Upgrades
too – BMC would be in charge of upgrading the SaaS stack.  

 

Ø  If BMC does handle everything, how about customizations to the ITSM
products? 

 

An option will most likely be offered that enables customers to make light
customization requests of the service.  Such an offering would be part of
the service and not require professional services.  Other “higher touch”
options may be available.   Once the solution launches, more specific
options and offerings will be available from your BMC Sales Representative.

 

-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 Pierson, Shawn
Sent: Tuesday, January 19, 2010 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

 

** 

So in non-marketing or sales speak, this means that BMC is going to start
offering hosted ITSM solutions rather than making us set up our own servers?
Does this mean we will be able to have BMC handle all of the maintenance and
administration too, or just that it won’t be on the customer’s servers?  If
BMC does handle everything, how about customizations to the ITSM products?
Would it be handled through professional services?

 

Thanks,

 

Shawn Pierson

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, January 19, 2010 10:53 AM
To: arslist@ARSLIST.ORG
Subject: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

 

** 

For those that haven’t seen it yet:

 

http://www.bmc.com/news/press-releases/2010/bmc-launches-bmc-remedy-itsm-sui
te-on-demand.html

 

“Today, BMC Software (NASDAQ: BMC) announced it is making its market-leading
Remedy IT Service Management (ITSM) Suite available to customers via SaaS.

The BMC
  Remedy ITSM Suite On Demand solution is based on BMC’s
service management suite that natively integrates ITIL® processes with
service desk, incident, problem, change, release, asset, service request and
service level management. This enables IT operations to quickly resolve
business-critical incidents, reduce risk and enforce service level
agreements without any on-premise infrastructure or support requirements. “

 

-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.

 

 

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Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

[Easter, David]

Ø  this means that BMC is going to start offering hosted ITSM solutions rather 
than making us set up our own servers?

Not hosted - software as a service.  Think of salesforce.com or Google(tm) mail 
as an example of a SaaS offering.


Ø  ?  Does this mean we will be able to have BMC handle all of the maintenance 
and administration too

Yes, that is one of the most common options provided under SaaS.  Upgrades too 
- BMC would be in charge of upgrading the SaaS stack.


Ø  If BMC does handle everything, how about customizations to the ITSM products?

An option will most likely be offered that enables customers to make light 
customization requests of the service.  Such an offering would be part of the 
service and not require professional services.  Other "higher touch" options 
may be available.   Once the solution launches, more specific options and 
offerings will be available from your BMC Sales Representative.

-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 Pierson, Shawn
Sent: Tuesday, January 19, 2010 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

**
So in non-marketing or sales speak, this means that BMC is going to start 
offering hosted ITSM solutions rather than making us set up our own servers?  
Does this mean we will be able to have BMC handle all of the maintenance and 
administration too, or just that it won't be on the customer's servers?  If BMC 
does handle everything, how about customizations to the ITSM products?  Would 
it be handled through professional services?

Thanks,

Shawn Pierson

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, January 19, 2010 10:53 AM
To: arslist@ARSLIST.ORG
Subject: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

**
For those that haven't seen it yet:

http://www.bmc.com/news/press-releases/2010/bmc-launches-bmc-remedy-itsm-suite-on-demand.html


"Today, BMC Software (NASDAQ: BMC) announced it is making its market-leading 
Remedy IT Service Management (ITSM) Suite available to customers via SaaS.

The BMC Remedy ITSM Suite On 
Demand
 solution is based on BMC's service management suite that natively integrates 
ITIL® processes with service desk, incident, problem, change, release, asset, 
service request and service level management. This enables IT operations to 
quickly resolve business-critical incidents, reduce risk and enforce service 
level agreements without any on-premise infrastructure or support requirements. 
"

-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.


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Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

[Pierson, Shawn]

So in non-marketing or sales speak, this means that BMC is going to start 
offering hosted ITSM solutions rather than making us set up our own servers?  
Does this mean we will be able to have BMC handle all of the maintenance and 
administration too, or just that it won't be on the customer's servers?  If BMC 
does handle everything, how about customizations to the ITSM products?  Would 
it be handled through professional services?

Thanks,

Shawn Pierson

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, January 19, 2010 10:53 AM
To: arslist@ARSLIST.ORG
Subject: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

**
For those that haven't seen it yet:

http://www.bmc.com/news/press-releases/2010/bmc-launches-bmc-remedy-itsm-suite-on-demand.html


"Today, BMC Software (NASDAQ: BMC) announced it is making its market-leading 
Remedy IT Service Management (ITSM) Suite available to customers via SaaS.

The BMC Remedy ITSM Suite On 
Demand
 solution is based on BMC's service management suite that natively integrates 
ITIL(r) processes with service desk, incident, problem, change, release, asset, 
service request and service level management. This enables IT operations to 
quickly resolve business-critical incidents, reduce risk and enforce service 
level agreements without any on-premise infrastructure or support requirements. 
"

-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.


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Re: ARS 5.12 max attachment size limitations?

[Brittain, Mark]

Hi Dave,

Not running 5.12 but thought of a few areas to check. First is the input length 
on the Attachment on the form. Is that set to zero or some number. Second would 
be to check with the dba to see if there is a setting on how Oracle is handling 
the attachments of that size.

Just a thought.
Mark


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of davetay...@boiseinc.com
Sent: Monday, January 18, 2010 6:01 PM
To: arslist@ARSLIST.ORG
Subject: ARS 5.12 max attachment size limitations?

Anybody out there still running ARS 5.12 with Oracle 9i from a windows 2003 
server, remote database?
We are having a problem saving attachments larger than 5 megs. We have set the 
ar.cfg parameters of Db-Max-Attach-Size: 1000 and Db-Max-Text-Size: 
1000 but this does not seem to allow us to attach a 4.75 meg pdf file. BMC 
Remedy support tells us that 5.12 is unsupported and to upgrade, which we are 
in the process of. Anybody out there have a ARS 5.12 Oracle 9i server that will 
take pdf attachments larger than 5 megs? There is apparently some difference in 
compressibility of pdf files verses those like word docs. Whatever we set this 
parameter to and restart the ARS service, it doesn't to let us save the record. 
The error we receive through the 5.12 user tool is error 8703, bad attachment 
size.
If anybody has any ideas on this it would be much appreciated.

Thanks
Dave Taylor
Lead Remedy Developer
Boise, Inc
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Re: Tomcat on Windows Server 2008 R2 64bit with IIS

[Mike Ballinger]

Give this a try and see if this resolves your issue

1. Locate the applicationhost.config file. It is probably in 
C:\Windows\System32\inetsrv\config

2. Open the applicationhost.config file and find  

3. Add  allowDoubleEscaping="true" to it so it will look now look like this 
 

You can also find the instructions for this at 
http://support.microsoft.com/kb/942076

Hope this helps


Mike Ballinger
Developer
ARPC/DPD
mike.ballin...@arpc.denver.af.mil
DSN 926-6388, 303-676-6388


-Original Message-
From: Carter, Craig J Civ USAF AFRC ARPC/DPD 
Sent: Thursday, January 14, 2010 12:53 PM
To: Ballinger, Mike L Civ USAF AFRC ARPC/DPD
Subject: FW: Tomcat on Windows Server 2008 R2 64bit with IIS

Do you think this may be the issue you had with the "special" Windows setting?

If you think it is, you may want to reply to his arslist email if you have it 
to help him out.  He is on 64-bit Windows but otherwise looks similar.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Cecil, Ken
Sent: Thursday, January 14, 2010 10:08 AM
To: arslist@ARSLIST.ORG
Subject: Tomcat on Windows Server 2008 R2 64bit with IIS

** 
I just installed ARS 7.5 and Mid-Tier with Tomcat. I am trying to get the 
Mid-Tier working.  Right now when I go to 
http://localhost/arsys/shared/config/config.jsp 
  I get an HTTP Error 404.0 
Not found error.
 
I think it may have something to do with getting Tomcat configured correctly. 
Has anyone done this on 2008? What extra steps are required after the AR 
install routine?
 
I saw these post installation instructions in the ARS Installation Guide 
unfortunately it looks like they only apply to server 2003 since I don't even 
have that directory or scripts they mention.
 
 
To run Tomcat with IIS on Windows 2003 Server x64

1.  Install the mid tier, and choose Tomcat as the JSP engine.
2.  In a command window, change directories to C:\Inetpub\AdminScripts.
3.  From the command window, run the following command:

cscript.exe adsutil.vbs SET W3SVC/AppPools/Enable32BitAppOnWin64 1

This step enables 64-bit IIS to run 32-bit processes.

4.  From the command window, run the following command:

cscript.exe C:\WINDOWS\system32\iisext.vbs /AddFile "C:\Program Files 
(x86)\Apache Software Foundation\Jakarta Isapi 
Redirector\bin\isapi_redirect.dll" 1 jakarta 1 jakarta

This step adds and enables the Jakarta Isapi Redirector web service extension.

5.  Stop and restart IIS.

 
 
 
Thanks for your help,
Ken.
 
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Re: Fast/List Concurrent settings?

[LJ Longwing]

Doug,
As usual, in a word, eloquent.  I had already suggested a private queue, but
the problem I see with it, and this is a minor one, is that if I'm not
mistaken, if I want to use a private queue on an existing mid-tier server,
just for these 'unruly users', then I need to specify two servers on the
same mid-tier which has caused me issues in the past...so my thought was to
further isolate the users and setup a mid-tier server specifically for this
function and set it to that same private queue, this would remove the burst
load from my main load balanced midtier cluster and then isolate them onto
their own RPC queue so they didn't interfere with the normal usersdoes
that sound best?

I was trying to figure out how to turn down the amount of SQL calls in
general that Remedy was doing but had forgotten about the history
optionthat is a great option that I could certainly use here and will
likely provide several seconds of savings which will be a huge percentage.

You are correct that I don't have control over the burst behavior of the
external system, which is truly unfortunate...I'm simply trying to find a
high water mark and attempting to mitigate the amount of failures they will
receive because of timeout.  We have seen bursts of 500 calls within a 20
min window, then nothing for an hourfrustrating, but it's what we deal
with :).  Thanks again for your time in not only reading the list but
regularly posting detailed answers.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug
Sent: Monday, January 18, 2010 11:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Fast/List Concurrent settings?

Now, we are back to the original topic of blasts of concurrent operations.

First, is it really the only way things work that there is no work and then
a blast of xxx simultaneous and then no work?  Could the other system have a
more steady stream of work rather than the periodic blasts of work?  Even if
there was some differentiation, it would balance the load -- of both
systems.
Now, this all depends on the other system being able to spread things in
some way.  If it can, this would be a big step to any system for dealing
with volume.  If not, then we have to look at other things on the AR System
side.

Assuming you cannot spread the load

First, your note didn't indicate you were loosing operations or they were
being rejected.  That is because of the dispatcher model and all the
operations are being accepted and put on the list for processing, but they
are not able to all be processed simultaneously.  So, to start with, we are
not loosing operations, we just have a tuning issue to deal with.

With the queue model of the system, the first thing I would recommend is to
configure a private queue for the use of this system.  I assume your system
is not only for the use of this one automated processor.  So, the first
thing I would do is to define a private queue just for that automated system
to isolate the load of that system from other users and especially from
interactive users.
You don't want to affect other users of the system when the "flood" hits
from this automated system.

Using a private queue will isolate the load -- just like in the stadium
example where you have a special entrance for the "unrully crowd".

Then, we can look at the number of threads that are appropriate for this
private queue.  That can be looked at independently of the number of threads
for other queues in the system for other purposes.

In theory, there is no reason you cannot have 10s or even 100s of threads in
a queue.  It is just a number to us.  We will start up that many if needed.
What you need to be aware of is that each thread will open a database
connnection so you need to have a database allowing that many connnections
AND that each thread will take some amount of memory.  With the 7.5 release
on UNIX and Linux supporting a 64-bit address space, the memory can be grown
more if needed (still 32-bit on windows but 64-bit is coming).  You have to
make the call about how much memory you have, and performance of swapping,
and overall overhead of processes on the system for the number of threads
you want to configure.  You also have to worry about system configuration of
per process memory and file descriptors (open connections count as a file
descriptor) and other such things that you may encounter if configuring very
large numbers of threads.

BUT, there is no inherent restriction in the AR System about the number of
threads you could configure if you wanted to.

You already have seen some of the issues that high simultaneous operations
on a single table can do.

There are some settings that can help with that, for example

Next ID blocks -- limits contention on the next ID database column No status
history -- If you don't need it for your table, you can set this
   option and eliminate the create/management of the status history table
and
  

Re: Conversion of Plain text to HTML without a template.

[Mahendra Mahalkar]

Hi Robert,
The environment details are -- ARS7.5 Patch3, Oracle10g, Solaris SPARC.
I set the header template in the ARSystem Email Configuration form & the
html tagged(without the html & body tags) message in the Email Message Body
of the SYS:Notification Messages form. The mail I got as a result of thess
settings consists of header template & few lines of the html code which I
pasted in the SYS:Notification Messages form.

Cheers,
Mahendra Mahalkar


On Tue, Jan 19, 2010 at 8:02 PM, Robert Fults  wrote:

>  Glad to hear you resolved this issue.  I have two questions for you just
> for reference.  What version of the AR System are you using?  Did you set
> the header template as the default header template in AR System Mailbox
> Configuration during your testing (a step I seemed to have forgotten)?
>
>
>
> Sincerely,
>
>
>
> Robert Fults
>
> Remedy Dev.
>
> Florida International University
>
> Email: rfu...@fiu.edu
>
> http://uts.fiu.edu
>
>
>
> *From:* Mahendra Mahalkar [mailto:mahendra.mahal...@gmail.com]
> *Sent:* Tuesday, January 19, 2010 6:20 AM
> *To:* Robert Fults
> *Cc:* arslist@arslist.org
>
> *Subject:* Re: Conversion of Plain text to HTML without a template.
>
>
>
> Hi Robert,
>
> The workaround is not working. So I moved forward with the new workaround.
> I created a filter on the AR System Email Messages form with a set fields
> action --
>
> 'HTMLBody' = $Plain Text Body$
>
> Then I pasted the the HTMl format in the  Message Body of the
> SYS:Notification Messges form. This really worked fine. Thanks for your
> valuable time.
>
>
> Thanks & Regards,
> Mahendra Mahalkar
>
>
>  On Mon, Jan 18, 2010 at 8:50 PM, Robert Fults  wrote:
>
> Well, if you are using the AR System Email Messages form, you can paste the
> contents in the HTML tab.  If you are modifying the default system message
> you just need to insert the tags in the Message Body box on SYS:Notification
> Messages.
>
>
>
> As long as you have that header template defined it should be forcing
> everything to HTML regardless.
>
>
>
> Sincerely,
>
>
>
> Robert Fults
>
> Coordinator, UTS Support Center
>
> Florida International University
>
> University Park, PC 330
>
> Miami, Florida 33199
>
> Office: 305-348-2284
>
> http://uts.fiu.edu
>  --
>
> *From:* Mahendra Mahalkar [mahendra.mahal...@gmail.com]
> *Sent:* Monday, January 18, 2010 4:25 AM
> *To:* Robert Fults
> *Cc:* arslist@ARSLIST.ORG
> *Subject:* Re: Conversion of Plain text to HTML without a template.
>
> Hi Robert,
>
> Thanks for your response. Bu I am getting the expected results. The header
> template is doing it's job at the mail client but not the body text of the
> mail message which is pasted in the plain text body with all the html tags
> except html & body tags. Are u saying to paste these things in the html tab
> of the email messages form & try to send?
>
>
> Thanks & Regards,
> Mahendra Mahalkar
> Mobile -- 9561330353
> Home -- 02025231506
>
>  On Fri, Jan 15, 2010 at 8:42 PM, Robert Fults  wrote:
>
> Define a header template with the html and body tags, then set that as the
> default in your email configuration.  That will force everything to be in
> html.   When you send the emails use all the html tags in the email except
> the html and body tags.
>
>
>
> Sincerely,
>
>
>
> Robert Fults
>
> Remedy Dev.
>
> Florida International University
>
> Email: rfu...@fiu.edu
>
> http://uts.fiu.edu
>
>
>
>
>
>
>
>
>
> *From:* Mahendra Mahalkar [mailto:mahendra.mahal...@gmail.com]
> *Sent:* Wednesday, January 13, 2010 8:01 AM
> *Subject:* Conversion of Plain text to HTML without a template.
>
>
>
> **
>
> Hi Listers,
> I am working on email notification. In the email messages the default
> outgoing messages are send by the plain text with the message in the tab
> "Plain text" in AR System Email Messages form. How can we make this message
> appear in the tab "HTML" forcefully in the AR System Email Messages from
> SYS:Notification Messages form? I don't want to ues the template method.
>
> Thanks & Regards,
> Mahendra Mahalkar
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>
>
>
>
>

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Re: Conversion of Plain text to HTML without a template.

[Robert Fults]

Glad to hear you resolved this issue.  I have two questions for you just for 
reference.  What version of the AR System are you using?  Did you set the 
header template as the default header template in AR System Mailbox 
Configuration during your testing (a step I seemed to have forgotten)?

Sincerely,

Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu
http://uts.fiu.edu

From: Mahendra Mahalkar [mailto:mahendra.mahal...@gmail.com]
Sent: Tuesday, January 19, 2010 6:20 AM
To: Robert Fults
Cc: arslist@arslist.org
Subject: Re: Conversion of Plain text to HTML without a template.

Hi Robert,
The workaround is not working. So I moved forward with the new workaround. I 
created a filter on the AR System Email Messages form with a set fields action 
--
'HTMLBody' = $Plain Text Body$
Then I pasted the the HTMl format in the  Message Body of the SYS:Notification 
Messges form. This really worked fine. Thanks for your valuable time.

Thanks & Regards,
Mahendra Mahalkar


On Mon, Jan 18, 2010 at 8:50 PM, Robert Fults 
mailto:rfu...@fiu.edu>> wrote:
Well, if you are using the AR System Email Messages form, you can paste the 
contents in the HTML tab.  If you are modifying the default system message you 
just need to insert the tags in the Message Body box on SYS:Notification 
Messages.

As long as you have that header template defined it should be forcing 
everything to HTML regardless.

Sincerely,

Robert Fults
Coordinator, UTS Support Center
Florida International University
University Park, PC 330
Miami, Florida 33199
Office: 305-348-2284
http://uts.fiu.edu

From: Mahendra Mahalkar 
[mahendra.mahal...@gmail.com]
Sent: Monday, January 18, 2010 4:25 AM
To: Robert Fults
Cc: arslist@ARSLIST.ORG
Subject: Re: Conversion of Plain text to HTML without a template.
Hi Robert,
Thanks for your response. Bu I am getting the expected results. The header 
template is doing it's job at the mail client but not the body text of the mail 
message which is pasted in the plain text body with all the html tags except 
html & body tags. Are u saying to paste these things in the html tab of the 
email messages form & try to send?

Thanks & Regards,
Mahendra Mahalkar
Mobile -- 9561330353
Home -- 02025231506

On Fri, Jan 15, 2010 at 8:42 PM, Robert Fults 
mailto:rfu...@fiu.edu>> wrote:
Define a header template with the html and body tags, then set that as the 
default in your email configuration.  That will force everything to be in html. 
  When you send the emails use all the html tags in the email except the html 
and body tags.

Sincerely,

Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu
http://uts.fiu.edu




From: Mahendra Mahalkar 
[mailto:mahendra.mahal...@gmail.com]
Sent: Wednesday, January 13, 2010 8:01 AM
Subject: Conversion of Plain text to HTML without a template.

**

Hi Listers,
I am working on email notification. In the email messages the default outgoing 
messages are send by the plain text with the message in the tab "Plain text" in 
AR System Email Messages form. How can we make this message appear in the tab 
"HTML" forcefully in the AR System Email Messages from SYS:Notification 
Messages form? I don't want to ues the template method.

Thanks & Regards,
Mahendra Mahalkar
_Platinum Sponsor: rmisoluti...@verizon.net 
ARSlist: "Where the Answers Are"_



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Re: Conversion of Plain text to HTML without a template.

[Mahendra Mahalkar]

Hi Robert,
The workaround is not working. So I moved forward with the new workaround. I
created a filter on the AR System Email Messages form with a set fields
action --
'HTMLBody' = $Plain Text Body$
Then I pasted the the HTMl format in the  Message Body of the
SYS:Notification Messges form. This really worked fine. Thanks for your
valuable time.

Thanks & Regards,
Mahendra Mahalkar



On Mon, Jan 18, 2010 at 8:50 PM, Robert Fults  wrote:

>  Well, if you are using the AR System Email Messages form, you can paste
> the contents in the HTML tab.  If you are modifying the default system
> message you just need to insert the tags in the Message Body box on
> SYS:Notification Messages.
>
> As long as you have that header template defined it should be forcing
> everything to HTML regardless.
>
>
> Sincerely,
>
>
>
> Robert Fults
>
> Coordinator, UTS Support Center
>
> Florida International University
>
> University Park, PC 330
>
> Miami, Florida 33199
>
> Office: 305-348-2284
>
> http://uts.fiu.edu
>  --
> *From:* Mahendra Mahalkar [mahendra.mahal...@gmail.com]
> *Sent:* Monday, January 18, 2010 4:25 AM
> *To:* Robert Fults
> *Cc:* arslist@ARSLIST.ORG
> *Subject:* Re: Conversion of Plain text to HTML without a template.
>
>Hi Robert,
> Thanks for your response. Bu I am getting the expected results. The header
> template is doing it's job at the mail client but not the body text of the
> mail message which is pasted in the plain text body with all the html tags
> except html & body tags. Are u saying to paste these things in the html tab
> of the email messages form & try to send?
>
> Thanks & Regards,
> Mahendra Mahalkar
> Mobile -- 9561330353
> Home -- 02025231506
>
>
> On Fri, Jan 15, 2010 at 8:42 PM, Robert Fults  wrote:
>
>>  Define a header template with the html and body tags, then set that as
>> the default in your email configuration.  That will force everything to be
>> in html.   When you send the emails use all the html tags in the email
>> except the html and body tags.
>>
>>
>>
>> Sincerely,
>>
>>
>>
>> Robert Fults
>>
>> Remedy Dev.
>>
>> Florida International University
>>
>> Email: rfu...@fiu.edu
>>
>> http://uts.fiu.edu
>>
>>
>>
>>
>>
>>
>>
>>
>>
>> *From:* Mahendra Mahalkar [mailto:mahendra.mahal...@gmail.com]
>> *Sent:* Wednesday, January 13, 2010 8:01 AM
>> *Subject:* Conversion of Plain text to HTML without a template.
>>
>>
>>
>> **
>>
>> Hi Listers,
>> I am working on email notification. In the email messages the default
>> outgoing messages are send by the plain text with the message in the tab
>> "Plain text" in AR System Email Messages form. How can we make this message
>> appear in the tab "HTML" forcefully in the AR System Email Messages from
>> SYS:Notification Messages form? I don't want to ues the template method.
>>
>> Thanks & Regards,
>> Mahendra Mahalkar
>>
>> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
>> Are"_
>>
>
>

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Re: Problem with email engine

[Miguel Suarez Gomez]

Hi all:

Finally, I've been able to solve the problem.

This is what i've done:

- I reimport the AR_Email_Workflow.def file with all the definitions of the
objects associated with Email Engine

With those objects, it has worked (the mails have been inserted in the AR
System Email Messages Form).

Then, I tried to find the customized objects object(s) that cause the
problem, and the "winners" are:

AR System Email Mailbox Configuration
AR System Email Messages
In 7.5, those forms have two fields 'Box10' and 'Box11' that my customized
forms hasn't. (I've made a test without those fields).

I don't know why those fields are so important...

Regards

Miguel
2010/1/18 patchsk 

> Check in the filter logs. Usually there will be some email engine
> related filters get fired when a notification is created.
> And it may also tell you if there is any code skipping notification
> filter.
>
> On Jan 18, 3:29 am, Miguel Suarez Gomez 
> wrote:
> > Yes, I'm using a custom app.
> >
> > In the Filter Notify Action, the mechanism is 'Email' and the user is a
> > valid email address. I've also try with a valid user name with 'Email' as
> > Notify Mechanism and a valid email address.
> >
> > Regards
> >
> > Miguel
> >
> > 2010/1/18 Frank Caruso 
> >
> >
> >
> > > **
> > > You did not mention using an ITSM suite so I will assume custom app.
> >
> > > Are you sure there should be an email message?
> >
> > > Check your Notifcation and make sure it has Email as the notification
> > > method or User Default and the user record is set for Email
> notification.
> >
> > > On Mon, Jan 18, 2010 at 1:46 PM, Miguel Suarez Gomez <
> > > msuarezgo...@gmail.com> wrote:
> >
> > >> **
> > >>  Hi all:
> >
> > >> I've got a problem with the Email Engine. The fact is that notify
> actions
> > >> in my workflow (filters and escalations) doesn't create any entry in
> the 'AR
> > >> System Email Messages' form, but when I create entries in it manually
> and
> > >> press 'Send' Button, emails are sent correctly.
> >
> > >> Any ideas with it?
> >
> > >> My configuration is:
> >
> > >> HPIA-64 Arquitechture
> > >> SO - HPUX 11.23
> > >> BD - Oracle 10g
> > >> AR Server 7.5p003
> >
> > >> Thanks in advance,
> >
> > >> Miguel
> > >> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
> Answers
> > >> Are"_
> >
> > > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
> Answers
> > > Are"_
> >
> >
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