Re: AL not firing

[Brian Bishop]

When a window is opened as a dialog window the data does not appear
automatically. Normally an active link has to retrieve it with a set fields
action from the server using something passed up from the form that the
dialog is opened from (in theory you could pass all data up from the form
but, in my opinion, this is unlikely). So I would check to see if this is
the case and if it is make sure your active link is firing after it. Firing
on "window open" should be adequate as long as you have the sequence
correct. 

 

When the window loaded option was introduced all Remedy developers had to go
through their workflow and move the "window open" option to "window loaded"
to get the functionality back. Only then to find it didn't work on dialog
windows and had to go back and put workflow for dialog windows to "window
open" again. Very often it was difficult to identify workflow specific to
dialog windows, particularly with the ITSM product at that time, so most
developers took the easy option to click both window open and window loaded.
In my opinion this is an anomaly. If I want to set a value into a field say
on a normal window, I have to fire the AL on window loaded. Yet the same
action on a Dialog window has to be done on a window open!

 

Brian Bishop

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: 19 January 2010 22:22
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 
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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Anyone on MidTier 7.1 Patch 8

[Mark Milke]

Hi everyone,

we're upgraded our Mid-Tier from 7.1.00 Patch 005 to Mid-Tier from
7.1.00 Patch 8. For some reason BMC Remedy Mid Tier - Configuration
Tool still shows me Mid-Tier Version 7.1.00 Patch 005.

Any ideas what can it be?


Thanks,
Mark

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Re: Anyone on MidTier 7.1 Patch 8

[Joe D'Souza]

Mark,

In all likelihood, you have upgraded the wrong server?

Or you must be behind a set of servers in a load balanced environment, and
you have upgraded one of the servers but have forgotten about the other(s)?

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Mark Milke
Sent: Wednesday, January 20, 2010 5:42 AM
To: arslist@ARSLIST.ORG
Subject: Anyone on MidTier 7.1 Patch 8


Hi everyone,

we're upgraded our Mid-Tier from 7.1.00 Patch 005 to Mid-Tier from 7.1.00
Patch 8. For some reason BMC Remedy Mid Tier - Configuration Tool still
shows me Mid-Tier Version 7.1.00 Patch 005.

Any ideas what can it be?


Thanks,
Mark

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Re: Performance improvement in Overview Console

[Joe D'Souza]

Shyam,

Try taking a SQL log and check the queries that are run by the plugin over
the different tables when the console is opened. That should give you
answers to fields that may be used in the queries after the where clause to
check if they all have been indexed.

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Shyam Attavar
  Sent: Wednesday, January 20, 2010 2:42 AM
  To: arslist@ARSLIST.ORG
  Subject: Performance improvement in Overview Console


  **
  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:

a.. 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.
b.. 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?
c.. 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?
d.. 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 - SOLVED

[Martin, Robert]

First of all, I tried Joe's suggestion and contacted an exorcist.  She 
suggested trying Mid-Tier, which I did.  The menu was still there and still 
giving the wrong value.  But when I deleted the value from the field, the menu 
disappeared.

Next we deleted the *.arf & *arv files, but the menu in the User tool still 
gave the wrong value.

So then we went to the admin tool to stretch the field to the right, and the 
menu had re-appeared in the field (and this was after it had disappeared from 
Mid-Tier).  So I removed it a second time and stretched the field to the right, 
and then the menu was gone in the User tool.

I put the menu back in, and it still gave the wrong value.  But when I checked 
the menu definition it had reverted back to the wrong value.  Maybe I didn't 
save the menu when I changed it.

Anyway, it is working now.  Thanks Joe and Mahendra and Frank.

Dwayne


**
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 
mailto:jdso...@shyle.net>> wrote:
**
Dwayne,

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

Frank Caruso


On Wed, Jan 20, 2010 at 12:18 AM, DCI Remedy 
mailto:dci.rem...@gmail.com>> wrote:
** do you have workflow that is attaching the bad menu?

On Tue, Jan 19, 2010 at 2:08 PM, Martin, Robert 
mailto:marti...@jmu.edu>> wrote:
**

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@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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RKM Guest User

[versicle]

Is it possible to have a guest account within RKM 7.5 that ONLY allows a user
to access Self-help article in RKM and not have access to any other moldule,
especially, SRM? 
-- 
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http://old.nabble.com/RKM-Guest-User-tp27243356p27243356.html
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Re: RKM Guest User

[Pierson, Shawn]

Try using a URL like this:

http://yourrkmserver/rkm/search.jsp?&ID_EQueryTerms=whateverthetopictosearchonis&locale=&CTI=&ID_Published=on&ID_Draft=off&ID_General=off&user=Self%20Help

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of versicle
Sent: Wednesday, January 20, 2010 9:19 AM
To: arslist@ARSLIST.ORG
Subject: RKM Guest User

Is it possible to have a guest account within RKM 7.5 that ONLY allows a user
to access Self-help article in RKM and not have access to any other moldule,
especially, SRM?
--
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http://old.nabble.com/RKM-Guest-User-tp27243356p27243356.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

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Re: ARS 5.12 max attachment size limitations?

[Cecil, Ken]

Were are on ARS 6.0, Oracle 9, Win2k3.  Our AR.cfg has
"Db-Max-Attach-Size: 800".  This provides an ~8MB limit on the
compressed size of the file.  IIRC either ARS or Oracle takes the file
you give it, then compresses it, then tries to place it in the database.
If the file size is over the Db-Max-Attach-Size threshold after it is
compressed then you get the 8703 error.
 
The setting you listed should be giving you ~10MB compressed to play
with. If you still get the error (say when submitting a 7MB pdf) then
something else is limiting it. 
 
As stated previously check the attachment pool field on the form. The
field has its own maximum file size property. I believe this setting is
in respect to the pre compressed file size. So you should probably make
sure the maximum is set to at least 10MB if not more.
 
If that isn't the answer then perhaps there is a configuration with the
oracle database that affects the max blob size or something of that
nature. Check with your Oracle DBA on that.
 
Ken.
 


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: Anyone on MidTier 7.1 Patch 8

[Differ, Alfred W CTR NAVSEA, 210]

Try forcing a cache dump on your browser? 



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Mark Milke
Sent: Wednesday, January 20, 2010 2:42
To: arslist@ARSLIST.ORG
Subject: Anyone on MidTier 7.1 Patch 8

Hi everyone,

we're upgraded our Mid-Tier from 7.1.00 Patch 005 to Mid-Tier from 7.1.00 Patch 
8. For some reason BMC Remedy Mid Tier - Configuration Tool still shows me 
Mid-Tier Version 7.1.00 Patch 005.

Any ideas what can it be?


Thanks,
Mark

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7.5 Installation Problems (of course!)

[Kemes, Lisa]

Just did an upgrade from ARS 7.1 p7 to 7.5 p3.  We have Windows 2003 server and 
a separate Oracle 10g server.

When trying to get into AR System Console/System/General/Server Information and 
getting ARERR [8760] Cannot establish a network connection to the AR System 
Plug-In server : ars-dev (5214) : RPC: Miscellaneous tli error - System error 
(Connection refused).

Checked on ARERR 8760 and it has to do with the Plug in Server.

Checked arplugin.exe and it is not running.   Checked armonitor.log and it is 
not in there either.  Can't turn on Plug-In Server logging (I believe) because 
we can't get into the Server Information.

Has anyone else come across this at all?

Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com




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Re: 7.5 Installation Problems (of course!)

[Tommy Morris]

You can compare your armonitor.cfg and armonitor.bak files and just
copy/paste the missing lines from the backup to the new one. After our
upgrade there were quite a few lines missing from armonitor that had to
be copied in manually.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Wednesday, January 20, 2010 1:22 PM
To: arslist@ARSLIST.ORG
Subject: 7.5 Installation Problems (of course!)

 

** 

Just did an upgrade from ARS 7.1 p7 to 7.5 p3.  We have Windows 2003
server and a separate Oracle 10g server.

 

When trying to get into AR System Console/System/General/Server
Information and getting ARERR [8760] Cannot establish a network
connection to the AR System Plug-In server : ars-dev (5214) : RPC:
Miscellaneous tli error - System error (Connection refused).

 

Checked on ARERR 8760 and it has to do with the Plug in Server.

 

Checked arplugin.exe and it is not running.   Checked armonitor.log and
it is not in there either.  Can't turn on Plug-In Server logging (I
believe) because we can't get into the Server Information.

 

Has anyone else come across this at all?

 

Lisa Kemes 

AR System Developer

Tyco Electronics

717-810-2408 tel

717-810-2124 fax

lisa.ke...@tycoelectronics.com

 

 

 

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Re: 7.5 Installation Problems (of course!)

[Kemes, Lisa]

We were thinking about doing that. We might give that a try.

Lisa




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Wednesday, January 20, 2010 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 Installation Problems (of course!)

**
You can compare your armonitor.cfg and armonitor.bak files and just copy/paste 
the missing lines from the backup to the new one. After our upgrade there were 
quite a few lines missing from armonitor that had to be copied in manually.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Wednesday, January 20, 2010 1:22 PM
To: arslist@ARSLIST.ORG
Subject: 7.5 Installation Problems (of course!)

**
Just did an upgrade from ARS 7.1 p7 to 7.5 p3.  We have Windows 2003 server and 
a separate Oracle 10g server.

When trying to get into AR System Console/System/General/Server Information and 
getting ARERR [8760] Cannot establish a network connection to the AR System 
Plug-In server : ars-dev (5214) : RPC: Miscellaneous tli error - System error 
(Connection refused).

Checked on ARERR 8760 and it has to do with the Plug in Server.

Checked arplugin.exe and it is not running.   Checked armonitor.log and it is 
not in there either.  Can't turn on Plug-In Server logging (I believe) because 
we can't get into the Server Information.

Has anyone else come across this at all?

Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com



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Re: 7.5 Installation Problems (of course!)

[Rick Cook]

Yes. Try installing it without the plugins, and then add them in a subsequent 
install. Also verify that you have 100% met the prereqs. It is vital with 7.5. 

Rick

-Original Message-
From: "Kemes, Lisa" 
Date: Wed, 20 Jan 2010 14:22:25 
To: 
Subject: 7.5 Installation Problems (of course!)

Just did an upgrade from ARS 7.1 p7 to 7.5 p3.  We have Windows 2003 server and 
a separate Oracle 10g server.

When trying to get into AR System Console/System/General/Server Information and 
getting ARERR [8760] Cannot establish a network connection to the AR System 
Plug-In server : ars-dev (5214) : RPC: Miscellaneous tli error - System error 
(Connection refused).

Checked on ARERR 8760 and it has to do with the Plug in Server.

Checked arplugin.exe and it is not running.   Checked armonitor.log and it is 
not in there either.  Can't turn on Plug-In Server logging (I believe) because 
we can't get into the Server Information.

Has anyone else come across this at all?

Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com




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Re: Why does the OpenGuide Method within a VB Script or C# program open two windows?

[Ob1 Kenobi]

Hi Doug, 

Yes it's been 6 weeks! Thank you for your thorough explanation of the 
issue I was having. Arslist has been invaluable to me over the years even 
though I've not been able to contribute to it :(.  As I speak, I have over 
700 arslist messages to review, so I was pleasantly surprised to see your 
response. Your solution is sound and I'm sure it will work now that I 
understand the "context" of my issue :).

Again many thanks! I'm sure other developers will learn something from 
this.

Cheers,
Chike


Chike



Internet 
doug_muel...@bmc.com
Sent by: arslist@ARSLIST.ORG
12/18/2009 05:09 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Why does the OpenGuide Method within a VB Script or C# program open 
two windows?






** 
Chike,
 
Yes, it has been 6 weeks since you posted.  Not a very timely response. 
But I notice no one else has
responded to this issue while I was catching up with what I got behind 
with while I have been travelling.
 
 
I cannot say for sure this is happening because I don't have your logic, 
but I will tell you what I think is
happening.
 
First, let me restate the problem to make sure I have it right.
 
You are running a guide from the outside (by the way, the same thing would 
happen if you were on form Q
that was unrelated to this guide and ran the guide).  The guide is 
designed to open a window of a form in
a specific view.
 
The problem is that you get the form opened with the default view and also 
open in the view you want.
 
So, let's look at this problem:
 
I am going to say you have form A on the system and you create a guide and 
attach it to form A.  It has an
active link in it that opens form A.
 
You are running the guide when NOT sitting on form A.
 
 
What is happening is the following:
 
You run the guide.  The guide looks and says "Hey, I don't have the form I 
am tied to open so I have no
context within which to run.  So, I better open the form I am connected to 
so I have somewhere to run.  This
is the first window (in the default view which is not what you want). Now, 
the guide is comfortable with the
environment it has and it runs the workflow of the guide.  The active link 
fires and it opens a window.  This is
the second window (in the view you want).
 
The issue is one of context.  Workflow runs in the context of a form so 
the form must be there for the
workflow to run.  Without a context, the guide establishes one.
 
 
IF the scenario changed so you were on form A when the guide was run, the 
guide is happy, it is on the form
it is tied to so it starts running WITHOUT opening a new window to be the 
place where the guide runs.
 
 
You have introduced workflow to close the first window.  The challenge 
with that is how do you know you
are in the right context to close that window vs. some context where the 
window is opening for a different
purpose.
 
A better option would be to create a simple display only form (with few to 
no fields on it).  Tie the guide to
that form.  Have workflow on that form always close the window on window 
open (or maybe loaded and open
a submit window) at a high execution order.  Essentially, you want this 
window to be a dummy that is
launched to allow your guide to have a context to run and close yourself. 
You always want to close as this
isn't a real form.  Make the form public/hidden so no one will try and 
select it.
 
Now, you will not get the second window (well, you will of the dummy form, 
but it should close immediately,
generally before it ever is painted).  To be sure there is no 
interference, make the dummy form very small so
even if it does show, it is a very small area that shows briefly before 
closure.
 
 
 
You say you don't need context for this guide?  You are right.  But, we 
don't know that.  We have an
arbitrary guide with arbitrary actions which may or may not reference 
fields.  We don't know so we require
that workflow run within a context of a form.
 
 
 
Note, if the guide is connected to multiple forms.  If launched from ANY 
of the form types listed, it does not
open a new window.  Only if it is launched from none of them and then the 
window opened will be the
primary form the guide is connected to.
 
 
I hope this explains what happened in your case -- unless this is not 
happening, but it is a potentially useful
description for others anyway.  And, gives you ways to use the capability 
of the system to do what you want
to accomplish in the best way.
 
Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ob1 Kenobi
Sent: Tuesday, November 03, 2009 6:03 AM
To: arslist@ARSLIST.ORG
Subject: Why does the OpenGuide Method within a VB Script or C# program 
open two windows?
Importance: High

** 
Hi Listers, 

I have a situation where I need to open a particular view of a form so 
I've employed the use of the OpenGuide method call as advised by Chris 
Woyton. Thanks Chris! I'm trying to open view "A" eve

Re: 7.5 Installation Problems (of course!)

[Joe D'Souza]

Try starting the plugin server manually and see what you get.. You can steal
the syntax for starting it from the armonitor.cfg file.

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Kemes, Lisa
  Sent: Wednesday, January 20, 2010 2:22 PM
  To: arslist@ARSLIST.ORG
  Subject: 7.5 Installation Problems (of course!)


  **
  Just did an upgrade from ARS 7.1 p7 to 7.5 p3.  We have Windows 2003
server and a separate Oracle 10g server.

  When trying to get into AR System Console/System/General/Server
Information and getting ARERR [8760] Cannot establish a network connection
to the AR System Plug-In server : ars-dev (5214) : RPC: Miscellaneous tli
error - System error (Connection refused).

  Checked on ARERR 8760 and it has to do with the Plug in Server.

  Checked arplugin.exe and it is not running.   Checked armonitor.log and it
is not in there either.  Can't turn on Plug-In Server logging (I believe)
because we can't get into the Server Information.

  Has anyone else come across this at all?

  Lisa Kemes
  AR System Developer
  Tyco Electronics
  717-810-2408 tel
  717-810-2124 fax
  lisa.ke...@tycoelectronics.com

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Re: Why does the OpenGuide Method within a VB Script or C# program open two windows?

[Ob1 Kenobi]

Hi  Rick, I can sense that the force is strong with you :) ... 



Internet 
remedyr...@gmail.com
Sent by: arslist@ARSLIST.ORG
12/18/2009 05:35 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Why does the OpenGuide Method within a VB Script or C# program open 
two windows?






** Gee, my answer, based on the sender's email address, was going to be 
"These aren't the guides you're looking for".  Yours is (as always) much 
better!

Rick

On Fri, Dec 18, 2009 at 2:09 PM, Mueller, Doug  
wrote:
** 
Chike,
 
Yes, it has been 6 weeks since you posted.  Not a very timely response.  
But I notice no one else has
responded to this issue while I was catching up with what I got behind 
with while I have been travelling.
 
 
I cannot say for sure this is happening because I don't have your logic, 
but I will tell you what I think is
happening.
 
First, let me restate the problem to make sure I have it right.
 
You are running a guide from the outside (by the way, the same thing would 
happen if you were on form Q
that was unrelated to this guide and ran the guide).  The guide is 
designed to open a window of a form in
a specific view.
 
The problem is that you get the form opened with the default view and also 
open in the view you want.
 
So, let's look at this problem:
 
I am going to say you have form A on the system and you create a guide and 
attach it to form A.  It has an
active link in it that opens form A.
 
You are running the guide when NOT sitting on form A.
 
 
What is happening is the following:
 
You run the guide.  The guide looks and says "Hey, I don't have the form I 
am tied to open so I have no
context within which to run.  So, I better open the form I am connected to 
so I have somewhere to run.  This
is the first window (in the default view which is not what you want).  
Now, the guide is comfortable with the
environment it has and it runs the workflow of the guide.  The active link 
fires and it opens a window.  This is
the second window (in the view you want).
 
The issue is one of context.  Workflow runs in the context of a form so 
the form must be there for the
workflow to run.  Without a context, the guide establishes one.
 
 
IF the scenario changed so you were on form A when the guide was run, the 
guide is happy, it is on the form
it is tied to so it starts running WITHOUT opening a new window to be the 
place where the guide runs.
 
 
You have introduced workflow to close the first window.  The challenge 
with that is how do you know you
are in the right context to close that window vs. some context where the 
window is opening for a different
purpose.
 
A better option would be to create a simple display only form (with few to 
no fields on it).  Tie the guide to
that form.  Have workflow on that form always close the window on window 
open (or maybe loaded and open
a submit window) at a high execution order.  Essentially, you want this 
window to be a dummy that is
launched to allow your guide to have a context to run and close yourself.  
You always want to close as this
isn't a real form.  Make the form public/hidden so no one will try and 
select it.
 
Now, you will not get the second window (well, you will of the dummy form, 
but it should close immediately,
generally before it ever is painted).  To be sure there is no 
interference, make the dummy form very small so
even if it does show, it is a very small area that shows briefly before 
closure.
 
 
 
You say you don't need context for this guide?  You are right.  But, we 
don't know that.  We have an
arbitrary guide with arbitrary actions which may or may not reference 
fields.  We don't know so we require
that workflow run within a context of a form.
 
 
 
Note, if the guide is connected to multiple forms.  If launched from ANY 
of the form types listed, it does not
open a new window.  Only if it is launched from none of them and then the 
window opened will be the
primary form the guide is connected to.
 
 
I hope this explains what happened in your case -- unless this is not 
happening, but it is a potentially useful
description for others anyway.  And, gives you ways to use the capability 
of the system to do what you want
to accomplish in the best way.
 
Doug Mueller

From: Action Request System discussion list(ARSList) [mailto:
arsl...@arslist.org] On Behalf Of Ob1 Kenobi
Sent: Tuesday, November 03, 2009 6:03 AM
To: arslist@ARSLIST.ORG
Subject: Why does the OpenGuide Method within a VB Script or C# program 
open two windows?
Importance: High

** 
Hi Listers, 

I have a situation where I need to open a particular view of a form so 
I've employed the use of the OpenGuide method call as advised by Chris 
Woyton. Thanks Chris! I'm trying to open view "A" even though the server's 
default view to open for this form is view "B". This cannot be changed! 
The program runs as expected and opens up the correct view in a submit 
window but I have another window opening up in the default view "B". 

Re: 7.5 Installation Problems (of course!)

[Kemes, Lisa]

We tried this and now we are getting different errors. (again with having to do 
with the plug in).




Lisa




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, January 20, 2010 2:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 Installation Problems (of course!)

**
Try starting the plugin server manually and see what you get.. You can steal 
the syntax for starting it from the armonitor.cfg file.

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Kemes, Lisa
Sent: Wednesday, January 20, 2010 2:22 PM
To: arslist@ARSLIST.ORG
Subject: 7.5 Installation Problems (of course!)

**
Just did an upgrade from ARS 7.1 p7 to 7.5 p3.  We have Windows 2003 server and 
a separate Oracle 10g server.

When trying to get into AR System Console/System/General/Server Information and 
getting ARERR [8760] Cannot establish a network connection to the AR System 
Plug-In server : ars-dev (5214) : RPC: Miscellaneous tli error - System error 
(Connection refused).

Checked on ARERR 8760 and it has to do with the Plug in Server.

Checked arplugin.exe and it is not running.   Checked armonitor.log and it is 
not in there either.  Can't turn on Plug-In Server logging (I believe) because 
we can't get into the Server Information.

Has anyone else come across this at all?

Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_

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Re: 7.5 Installation Problems (of course!)

[Kemes, Lisa]

We've decided to do a restore of our servers from last night and start fresh 
(that goodness this is DEV!)  :)


Lisa




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Wednesday, January 20, 2010 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 Installation Problems (of course!)

**
We tried this and now we are getting different errors. (again with having to do 
with the plug in).




Lisa




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, January 20, 2010 2:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 Installation Problems (of course!)

**
Try starting the plugin server manually and see what you get.. You can steal 
the syntax for starting it from the armonitor.cfg file.

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Kemes, Lisa
Sent: Wednesday, January 20, 2010 2:22 PM
To: arslist@ARSLIST.ORG
Subject: 7.5 Installation Problems (of course!)

**
Just did an upgrade from ARS 7.1 p7 to 7.5 p3.  We have Windows 2003 server and 
a separate Oracle 10g server.

When trying to get into AR System Console/System/General/Server Information and 
getting ARERR [8760] Cannot establish a network connection to the AR System 
Plug-In server : ars-dev (5214) : RPC: Miscellaneous tli error - System error 
(Connection refused).

Checked on ARERR 8760 and it has to do with the Plug in Server.

Checked arplugin.exe and it is not running.   Checked armonitor.log and it is 
not in there either.  Can't turn on Plug-In Server logging (I believe) because 
we can't get into the Server Information.

Has anyone else come across this at all?

Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_

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St-Pierre Patrick I625ST/Levis/GVDL est absent(e).

[Patrick St-Pierre]

Je serai absent(e) à partir du  2010-01-20 de retour le 2010-01-25.



Le présent message est destiné uniquement aux personnes indiquées dans 
l'en-tête. Il contient des informations confidentielles qui peuvent être 
divulguées à des tiers sans que l'expéditeur ait préalablement accordé son 
consentement à cet égard. Si vous n'êtes pas un des destinataires concernés par 
cette communication ou une des personne autorisées à la recevoir, veuillez en 
aviser l'expéditeur par courriel et détruire toutes copies qui peuvent exister.
This message is intended solely for the individual or entity to whom it is 
adresses. It contains privileged and confidential information which is not to 
be disclosed without the sender's express consent. If you are not the intended 
recipient of this message or an authorized representative thereof, please 
notify the sender by email and then destroy this message as well as all other 
existing copies.

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Re: 7.5 Installation Problems (of course!)

[patrick zandi]

also, we found out that if you install on solaris, and you have the DB on
the same server it is quick and easy.
IF you install oracle on another server and use ars on its own, then the
two_task and variables need to be setup prior to install.
We did not see anything stating that had to be done prior.. with oracle 11
strange.. I know.. maybe we missed it.

On Wed, Jan 20, 2010 at 2:29 PM, Rick Cook  wrote:

> **
> Yes. Try installing it without the plugins, and then add them in a
> subsequent install. Also verify that you have 100% met the prereqs. It is
> vital with 7.5.
>
> Rick
> --
> *From: *"Kemes, Lisa" 
> *Date: *Wed, 20 Jan 2010 14:22:25 -0500
>  *To: *
> *Subject: *7.5 Installation Problems (of course!)
>
>   Just did an upgrade from ARS 7.1 p7 to 7.5 p3.  We have Windows 2003
> server and a separate Oracle 10g server.
>
> When trying to get into AR System Console/System/General/Server Information
> and getting ARERR [8760] Cannot establish a network connection to the AR
> System Plug-In server : ars-dev (5214) : RPC: Miscellaneous tli error -
> System error (Connection refused).
>
> Checked on ARERR 8760 and it has to do with the Plug in Server.
>
> Checked arplugin.exe and it is not running.   Checked armonitor.log and it
> is not in there either.  Can't turn on Plug-In Server logging (I believe)
> because we can't get into the Server Information.
>
> Has anyone else come across this at all?
>
> *Lisa Kemes** *
> AR System Developer
> Tyco Electronics
> 717-810-2408 tel
> 717-810-2124 fax
> lisa.ke...@tycoelectronics.com
>
>
>
>  _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>



-- 
Patrick Zandi

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Help with ODBC driver with ARS client 7.1 and Win 7

[David Levenseller]

Hello,
 
 Is anyone out there running the ARS User Client 7.1.00 with Windows 7? I was 
able to get it installed ok but I can't seem the get the ODBC driver to work. 
 
 I want to install Crystal Reports 10 so I can run reports again. I worked back 
when I had Vista.
 
 Any thoughts or suggestions?
 
 Thanks
 
 
David Levenseller
University of North Dakota
Help Center Leader
davidlevensel...@mail.und.nodak.edu 
Voice (701)777-2380
FAX   (701)777-3978

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Resolved vs.Closed Incidents

[Jase Brandon]

Hello All,
I know this is probably an easy question, but I couldn't give an answer
other than "that's how we have always done it"

Someone asked me today to justify why we go from Resolved to Closed, instead
of directly to Closed.
I answered with the escalation closes after INC has been resolved for X
amount of time, etc.. but couldn't give a concrete answer as to why
the process is to set to Resolved first. I seem to remember this is just
ITIL - can anyone enlighten me with a quick blurb?

Thanks,

Jase Brandon
Quality Technology Services

ARS 7.1
Windows 2003

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Re: Resolved vs.Closed Incidents

[SUBSCRIBE arslist Melissa]

I believe the ITIL process says something about verifying with the 
customer that everything is resolved before closing it.  That way if there 
are still issues, it can be put back into in progress status and continued 
to be worked.



From:
Jase Brandon 
To:
arslist@ARSLIST.ORG
Date:
01/20/2010 03:54 PM
Subject:
Resolved vs.Closed Incidents
Sent by:
"Action Request System discussion list(ARSList)" 



** Hello All,
I know this is probably an easy question, but I couldn't give an answer 
other than "that's how we have always done it"

Someone asked me today to justify why we go from Resolved to Closed, 
instead of directly to Closed.
I answered with the escalation closes after INC has been resolved for X 
amount of time, etc.. but couldn't give a concrete answer as to why
the process is to set to Resolved first. I seem to remember this is just 
ITIL - can anyone enlighten me with a quick blurb?

Thanks,

Jase Brandon
Quality Technology Services

ARS 7.1
Windows 2003
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers 
Are"_ 


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Re: Resolved vs.Closed Incidents

[Rick Cook]

Resolved means that the Reported Outage has been restored to the
satisfaction of the Assignee.  Closed means that it has been restored to the
satisfaction of the affected user(s).

Rick

On Wed, Jan 20, 2010 at 4:54 PM, Jase Brandon  wrote:

> ** Hello All,
> I know this is probably an easy question, but I couldn't give an answer
> other than "that's how we have always done it"
>
> Someone asked me today to justify why we go from Resolved to Closed,
> instead of directly to Closed.
> I answered with the escalation closes after INC has been resolved for X
> amount of time, etc.. but couldn't give a concrete answer as to why
> the process is to set to Resolved first. I seem to remember this is just
> ITIL - can anyone enlighten me with a quick blurb?
>
> Thanks,
>
> Jase Brandon
> Quality Technology Services
>
> ARS 7.1
> Windows 2003
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Re: Help with ODBC driver with ARS client 7.1 and Win 7

[Charles Baldi]

Make sure you are not on 64-bit Windows as the ODBC driver is 32-bit only.

On Wed, Jan 20, 2010 at 4:53 PM, David Levenseller <
davidlevensel...@mail.und.nodak.edu> wrote:

> **
> Hello,
>
>  Is anyone out there running the ARS User Client 7.1.00 with Windows 7? I
> was able to get it installed ok but I can't seem the get the ODBC driver to
> work.
>
>  I want to install Crystal Reports 10 so I can run reports again. I worked
> back when I had Vista.
>
>  Any thoughts or suggestions?
>
>  Thanks
>
>
> David Levenseller
> University of North Dakota
> Help Center Leader
> davidlevensel...@mail.und.nodak.edu
> Voice (701)777-2380
> FAX   (701)777-3978
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Re: Help with ODBC driver with ARS client 7.1 and Win 7

[jham36]

The compatibility matrix for 7.1 only mentions support for XP and
Vista.  You should try the 7.5 user tool.  That is supported for
Windows 7 and will work against a 7.1 server.

James

On Jan 20, 4:53 pm, David Levenseller
 wrote:
> Hello,
>
>  Is anyone out there running the ARS User Client 7.1.00 with Windows 7? I was 
> able to get it installed ok but I can't seem the get the ODBC driver to work.
>
>  I want to install Crystal Reports 10 so I can run reports again. I worked 
> back when I had Vista.
>
>  Any thoughts or suggestions?
>
>  Thanks
>
> David Levenseller
> University of North Dakota
> Help Center Leader
> davidlevensel...@mail.und.nodak.edu
> Voice (701)777-2380
> FAX   (701)777-3978
>
> ___ 
> 
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Re: 7.5 Installation Problems (of course!)

[Joe D'Souza]

What are the errors?

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Kemes, Lisa
  Sent: Wednesday, January 20, 2010 2:49 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: 7.5 Installation Problems (of course!)


  **
  We tried this and now we are getting different errors. (again with having
to do with the plug in).



  Lisa






--
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
  Sent: Wednesday, January 20, 2010 2:42 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: 7.5 Installation Problems (of course!)


  **
  Try starting the plugin server manually and see what you get.. You can
steal the syntax for starting it from the armonitor.cfg file.

  Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Kemes, Lisa
Sent: Wednesday, January 20, 2010 2:22 PM
To: arslist@ARSLIST.ORG
Subject: 7.5 Installation Problems (of course!)


**
Just did an upgrade from ARS 7.1 p7 to 7.5 p3.  We have Windows 2003
server and a separate Oracle 10g server.

When trying to get into AR System Console/System/General/Server
Information and getting ARERR [8760] Cannot establish a network connection
to the AR System Plug-In server : ars-dev (5214) : RPC: Miscellaneous tli
error - System error (Connection refused).

Checked on ARERR 8760 and it has to do with the Plug in Server.

Checked arplugin.exe and it is not running.   Checked armonitor.log and
it is not in there either.  Can't turn on Plug-In Server logging (I believe)
because we can't get into the Server Information.

Has anyone else come across this at all?

Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com

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Re: Order in SRM. Is it possible to stablish an order in the requests?

[Mahesh Chandra]

Assuming you are on SRM 2.2,

   1. Open SRM:CategoryReference form
   2. Select Form->Form Properties
   3. Click on the Sort tab
   4. Click on Request ID in the "Sorted Fields" section and click the
   Remove button

Thanks
Mahesh

On Mon, Jan 18, 2010 at 3:52 AM, Alberto Mel. wrote:

> ** Hi all! and happy new year to all!.
>
> Anybode knows the way to order the service requests alphabetically?.
>
> Thank yo very much in advance!.
>
>
> Alberto
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Re: Resolved vs.Closed Incidents

[Jase Brandon]

Thanks Rick and Melissa...

On Wed, Jan 20, 2010 at 4:58 PM, Rick Cook  wrote:

> ** Resolved means that the Reported Outage has been restored to the
> satisfaction of the Assignee.  Closed means that it has been restored to the
> satisfaction of the affected user(s).
>
> Rick
>
> On Wed, Jan 20, 2010 at 4:54 PM, Jase Brandon wrote:
>
>> ** Hello All,
>>
>> I know this is probably an easy question, but I couldn't give an answer
>> other than "that's how we have always done it"
>>
>> Someone asked me today to justify why we go from Resolved to Closed,
>> instead of directly to Closed.
>> I answered with the escalation closes after INC has been resolved for X
>> amount of time, etc.. but couldn't give a concrete answer as to why
>> the process is to set to Resolved first. I seem to remember this is just
>> ITIL - can anyone enlighten me with a quick blurb?
>>
>> Thanks,
>>
>> Jase Brandon
>> Quality Technology Services
>>
>> ARS 7.1
>> Windows 2003
>> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
>> Are"_
>>
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>

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Change Request Approval Mapping issue

[Rick Cook]

We are attempting to use Approval Mappings that begin in the Completed
Status.  The approvals display where they should, but won't process due to
apparently not having the back-end data in the AP-ChgSignatureDetail Join
form.  It's like the workflow created some of the approvals, but not all of
them.

My question is whether anyone has tried to overcome this, and what the
design and intended function actually is, since it appears to mostly (but
not completely) work.

Rick

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Re: Deleted a class by accident

[vinitPatil]

Hi,

What you can do is you can export BMC_System along with its subclasses and
then import it back to the Dev env.

Following are the steps using cmdbdriver:

EXPORT
Export Item List:
   Number of export items (0): 1
  Class Name
 Namespace (): BMC.CORE
 Class name (): BMC_System  
 Metadata, Instance data (1-2) (1): 1
 Export options -- class only, super classes, subclasses (1, 2, 4)
(1): 4
Directory for exported data: /opt/remedy/BMC_System

This will export BMC_System and all its subclasess

HTH

Vinit Patil



Steve Iocco wrote:
> 
> 
> 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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