Re: Group List field - 4000 char limitation
Hi, If you have a situation like that, you should try to rethink your group-strategy. I am quite positive that the this can not be changed, and that it is defined by the AR_MAX_GROUPLIST_SIZE in ar.h. I had this problem once on the 255 character limit (7.1 and earlier), and made sure to have group-ids of a low value. In those days you could use the ids of 11-99 and 100-999. The Computed Group List field seems to have the same limit... Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi ARSlist, I'm having issues when Group List field in User form reaches 4000 characters. A certain Remedy user account belongs to multiple support groups, and it reached the 4000 character limit in User form. We still need to add additional groups to this account, but it's giving out an error saying that it reached the char limit. I know that, by default the Group List field length is 4000. How can I go about this issue? Is there any workaround or permanent solution for this? If I try to change the field length to 0 (zero), will it affect anything in the system or DB? Any help would be appreciated! Thanks, gabud ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Missing Queries
Dear List I have a couple of customers complaining when they save their queries on MidTier that they can see the queries until they shut down their browsers. They are using MS Internet Explorer Release 6. When they reopen the browser, their saved queries are gone. They can see the Searches option on the action bar. When they click on it, they get a list of additional options like Run My Searches, Run Recent, etc., but, when they expand any of the options, nothing appears. I have verified that their queries are in the AR System Searches Preference form. Some are tagged Recent; others are tagged User-Defined; none are set to Disable. I have had the customers flush there browser cache and restart the browser. But, again, no queries. Has anyone seen this phenomenon before and can anyone suggest a resolution? We are running ARS 7.1 Patch 7 and ITSM 7.0. We are a windows shop running MSSQL on a windows server. Any suggestion would be appreciated. Thanks Dan Wangler, SAIC; MHS Remedy Support Team ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Missing Queries
Hi, Did you change the user home folder? Regards, Manoj On Thu, Jan 28, 2010 at 6:14 PM, Wangler, Dan dan.wangler@timpo.osd.mil wrote: ** Dear List I have a couple of customers complaining when they save their queries on MidTier that they can see the queries until they shut down their browsers. They are using MS Internet Explorer Release 6. When they reopen the browser, their saved queries are gone. They can see the ”Searches” option on the action bar. When they click on it, they get a list of additional options like Run My Searches, Run Recent, etc., but, when they expand any of the options, nothing appears. I have verified that their queries are in the AR System Searches Preference form. Some are tagged Recent; others are tagged User-Defined; none are set to Disable. I have had the customers flush there browser cache and restart the browser. But, again, no queries. Has anyone seen this phenomenon before and can anyone suggest a resolution? We are running ARS 7.1 Patch 7 and ITSM 7.0. We are a windows shop running MSSQL on a windows server. Any suggestion would be appreciated. Thanks *Dan Wangler, SAIC; MHS Remedy Support Team* _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Netcool/Impact Webservice integration with Remedy 7.0.1
Dear ARSListers, We are trying to integrate IMPACT with Remedy. The issue we have is in consuming the IMPACT webservice. IMPACT has a pre-defined published Webservice (Apparently this cannot be changed or modified). This Webservice is a complex type. Has anyone done this integration, or know how Remedy can consume a complex type webservice. (Attached) Many thanks Kind Regards Jacques Andre Remedy Support and Development CableWireless Worldwide This e-mail has been scanned for viruses by the Cable Wireless e-mail security system - powered by MessageLabs. For more information on a proactive managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ The information contained in this e-mail is confidential and may also be subject to legal privilege. It is intended only for the recipient(s) named above. If you are not named above as a recipient, you must not read, copy, disclose, forward or otherwise use the information contained in this email. If you have received this e-mail in error, please notify the sender (whose contact details are above) immediately by reply e-mail and delete the message and any attachments without retaining any copies. Cable and Wireless plc Registered in England and Wales.Company Number 238525 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ImpactWebServiceListenerDL.wsdl Description: ImpactWebServiceListenerDL.wsdl
Re: Netcool/Impact Webservice integration with Remedy 7.0.1
Hi Jacques I'd point you in the direction of http://communities.bmc.com/communities/message/86516?tstart=0 which discusses the WSDL limitations within the Integrating.pdf page 88. As a suggestion, you may need an interface program (either bespoke or COTS) which could convert the complex and present what you need as a simple webservice. Examples of this are XML Gateway which I got involved with a couple of years ago - did what it said on the tin. Hope that helps. Regards ~Dave From: Action Request System discussion list(ARSList) on behalf of Andre, Jacques Sent: Thu 28/01/2010 13:14 To: arslist@ARSLIST.ORG Subject: Netcool/Impact Webservice integration with Remedy 7.0.1 This is a multi-part message in MIME format. --_=_NextPart_001_01CAA01B.C48E2031 Content-Type: multipart/alternative; boundary=_=_NextPart_002_01CAA01B.C48E2031 --_=_NextPart_002_01CAA01B.C48E2031 Content-Type: text/plain; charset=us-ascii Content-Transfer-Encoding: quoted-printable Dear ARSListers, =20 We are trying to integrate IMPACT with Remedy. The issue we have is in consuming the IMPACT webservice. IMPACT has a pre-defined published Webservice (Apparently this cannot be changed or modified). This Webservice is a complex type. =20 Has anyone done this integration, or know how Remedy can consume a complex type webservice. (Attached) =20 Many thanks =20 Kind Regards =20 Jacques Andre Remedy Support and Development CableWireless Worldwide =20 This e-mail has been scanned for viruses by the Cable Wireless e-mail se= curity system - powered by MessageLabs. For more information on a proactiv= e managed e-mail security service, visit http://www.cw.com/uk/emailprotect= ion/=20 The information contained in this e-mail is confidential and may also be s= ubject to legal privilege. It is intended only for the recipient(s) named = above. If you are not named above as a recipient, you must not read, copy,= disclose, forward or otherwise use the information contained in this emai= l. If you have received this e-mail in error, please notify the sender (wh= ose contact details are above) immediately by reply e-mail and delete the = message and any attachments without retaining any copies. =20 Cable and Wireless plc=20 Registered in England and Wales.Company Number 238525=20 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are --_=_NextPart_002_01CAA01B.C48E2031 Content-Type: text/html; charset=us-ascii Content-Transfer-Encoding: quoted-printable ** !DOCTYPE HTML PUBLIC -//W3C//DTD HTML 4.0 Transitional//EN HTMLHEAD META http-equiv=3DContent-Type content=3Dtext/html; charset=3Dus-ascii= META content=3DMSHTML 6.00.2900.5921 name=3DGENERATOR/HEAD BODY DIVFONT face=3DArial size=3D2SPAN class=3D153514112-28012010Dear=20 ARSListers,/SPAN/FONT/DIV DIVFONT face=3DArial size=3D2SPAN=20 class=3D153514112-28012010/SPAN/FONTnbsp;/DIV DIVFONT face=3DArial size=3D2SPAN class=3D153514112-28012010We are t= rying to=20 integrate IMPACT with Remedy. The issue we have is in consuming the IMPACT= =20 webservice.nbsp;IMPACT has a pre-defined published Webservice (Apparently= =20 thisnbsp;cannot be changed or modified). This Webservice is a complex=20 type./SPAN/FONT/DIV DIVFONT face=3DArial size=3D2SPAN=20 class=3D153514112-28012010/SPAN/FONTnbsp;/DIV DIVFONT face=3DArial size=3D2SPAN class=3D153514112-28012010Has anyo= ne done this=20 integration, or know how Remedy can consume a complex type webservice.=20 (Attached)/SPAN/FONT/DIV DIVFONT face=3DArial size=3D2SPAN=20 class=3D153514112-28012010/SPAN/FONTnbsp;/DIV DIVFONT face=3DArial size=3D2SPAN class=3D153514112-28012010Many=20 thanks/SPAN/FONT/DIV DIVFONT face=3DArial size=3D2/FONTnbsp;/DIV DIV align=3Dleft P class=3DMsoNormal style=3DMARGIN: 0cm 0cm 0pt align=3DleftFONT face= =3DArial=20 color=3D#80 size=3D2Kindnbsp; Regards/FONT/P P class=3DMsoNormal style=3DMARGIN: 0cm 0cm 0pt align=3DleftFONT face= =3DArial=20 color=3D#80 size=3D2/FONTnbsp;/P P class=3DMsoNormal style=3DMARGIN: 0cm 0cm 0pt align=3DleftUFONT f= ace=3DArial=20 color=3D#80 size=3D2STRONGJacques Andre/STRONG/FONT/U/P P class=3DMsoNormal style=3DMARGIN: 0cm 0cm 0pt align=3DleftSTRONGF= ONT=20 face=3DArial color=3D#80 size=3D2Remedy Support and=20 Development/FONT/STRONG/P P class=3DMsoNormal style=3DMARGIN: 0cm 0cm 0pt align=3DleftFONT face= =3DArial=20 color=3D#80 size=3D2STRONGCableamp;Wireless/STRONG/FONT/P P class=3DMsoNormal style=3DMARGIN: 0cm 0cm 0pt align=3DleftFONT face= =3DArial=20 color=3D#80 size=3D2STRONGWorldwideBR/STRONG/FONT/P/DIV DIVFONT face=3DArial size=3D2/FONTnbsp;/DIVBR This e-mail has been scanned for viruses by the Cable Wireless e-mail se= curity system - powered by
Re: Missing Queries
We had the same issue when we change our Mid-Tier registered server name. Since it was a new name we had to update the server name in AR System Search Preferences to equal the first server name in the list Sent from my Verizon Wireless BlackBerry -Original Message- From: Wangler, Dan dan.wangler@timpo.osd.mil Date: Thu, 28 Jan 2010 06:44:24 To: arslist@ARSLIST.ORG Subject: Missing Queries Dear List I have a couple of customers complaining when they save their queries on MidTier that they can see the queries until they shut down their browsers. They are using MS Internet Explorer Release 6. When they reopen the browser, their saved queries are gone. They can see the Searches option on the action bar. When they click on it, they get a list of additional options like Run My Searches, Run Recent, etc., but, when they expand any of the options, nothing appears. I have verified that their queries are in the AR System Searches Preference form. Some are tagged Recent; others are tagged User-Defined; none are set to Disable. I have had the customers flush there browser cache and restart the browser. But, again, no queries. Has anyone seen this phenomenon before and can anyone suggest a resolution? We are running ARS 7.1 Patch 7 and ITSM 7.0. We are a windows shop running MSSQL on a windows server. Any suggestion would be appreciated. Thanks Dan Wangler, SAIC; MHS Remedy Support Team ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Missing Queries
We are running MidTier in a load balanced configuration. The searches preferences form reflects our load balancer name. I personally have logged on to each of my MidTiers (through the IP address) and have always been able to see my searches. I have also check in the User Preferences for the customer. One has no Home Page specified. Again, this is consistent with my preferences and mine is working. Dan Dan Wangler, SAIC; MHS Remedy Support Team From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of James Chafin Sent: Thursday, January 28, 2010 7:52 AM To: arslist@ARSLIST.ORG Subject: Re: Missing Queries We had the same issue when we change our Mid-Tier registered server name. Since it was a new name we had to update the server name in AR System Search Preferences to equal the first server name in the list Sent from my Verizon Wireless BlackBerry From: Wangler, Dan dan.wangler@timpo.osd.mil Date: Thu, 28 Jan 2010 06:44:24 -0600 To: arslist@ARSLIST.ORG Subject: Missing Queries Dear List I have a couple of customers complaining when they save their queries on MidTier that they can see the queries until they shut down their browsers. They are using MS Internet Explorer Release 6. When they reopen the browser, their saved queries are gone. They can see the Searches option on the action bar. When they click on it, they get a list of additional options like Run My Searches, Run Recent, etc., but, when they expand any of the options, nothing appears. I have verified that their queries are in the AR System Searches Preference form. Some are tagged Recent; others are tagged User-Defined; none are set to Disable. I have had the customers flush there browser cache and restart the browser. But, again, no queries. Has anyone seen this phenomenon before and can anyone suggest a resolution? We are running ARS 7.1 Patch 7 and ITSM 7.0. We are a windows shop running MSSQL on a windows server. Any suggestion would be appreciated. Thanks Dan Wangler, SAIC; MHS Remedy Support Team _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: OT- Apple Tablet
$499 is not a bad price. If these things catch on, they could become the user tool of preference the way laptops and smartphones have. Will a third-party vendor come out with a decent Remedy user app for the iPad within the next 2 years? When BMC ditches the WUT completely, the opportunity will be ripe for an iPad-based application. Apple considered these other device names before settling on iPad: iPid LED iPud LE iPoOEd iPaYEd iPeEd isLate iTemp1 iFlat Who wants to place bets on the first designer to come out with a pink handbag for the iPad? Jennifer Meyer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Wednesday, January 27, 2010 3:35 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet I'm starting to wish they called it the iSlate Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tommy Morris Sent: Wednesday, January 27, 2010 2:51 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet So would one with 32gb be considered a Maxi iPad? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Wednesday, January 27, 2010 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet I think that is actually the technical term that Apple is applying to any customer who buys one of them. It's actually not too bad at $499 for the 16 gb version, considering the iPod Touch 8gb is $199, 32gb is $299 and 64gb is $399. I guess there will be a similar progression of price to storage. I want to see mid-tier running on one with ITSM 7.6. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, January 27, 2010 1:10 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet Actually that is just the short name. The full name of the device is the iPadSteveJobsWallet. Sorry, it's too soon for me to come up with a better joke, plus I'm an I.T. guy, not a comedian. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire Sent: Wednesday, January 27, 2010 12:47 PM To: arslist@ARSLIST.ORG Subject: OT- Apple Tablet Apple's calling it the iPad! Seriously. The jokes may begin in 1...2...3... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: OT- Apple Tablet
What about some iPad bling? Everyone needs to add sticky-backed rhinestones to it so they can display their personality. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L Sent: Thursday, January 28, 2010 8:11 AM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet $499 is not a bad price. If these things catch on, they could become the user tool of preference the way laptops and smartphones have. Will a third-party vendor come out with a decent Remedy user app for the iPad within the next 2 years? When BMC ditches the WUT completely, the opportunity will be ripe for an iPad-based application. Apple considered these other device names before settling on iPad: iPid LED iPud LE iPoOEd iPaYEd iPeEd isLate iTemp1 iFlat Who wants to place bets on the first designer to come out with a pink handbag for the iPad? Jennifer Meyer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Wednesday, January 27, 2010 3:35 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet I'm starting to wish they called it the iSlate Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tommy Morris Sent: Wednesday, January 27, 2010 2:51 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet So would one with 32gb be considered a Maxi iPad? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Wednesday, January 27, 2010 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet I think that is actually the technical term that Apple is applying to any customer who buys one of them. It's actually not too bad at $499 for the 16 gb version, considering the iPod Touch 8gb is $199, 32gb is $299 and 64gb is $399. I guess there will be a similar progression of price to storage. I want to see mid-tier running on one with ITSM 7.6. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, January 27, 2010 1:10 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet Actually that is just the short name. The full name of the device is the iPadSteveJobsWallet. Sorry, it's too soon for me to come up with a better joke, plus I'm an I.T. guy, not a comedian. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire Sent: Wednesday, January 27, 2010 12:47 PM To: arslist@ARSLIST.ORG Subject: OT- Apple Tablet Apple's calling it the iPad! Seriously. The jokes may begin in 1...2...3... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Missing Queries
Each of our mid-tier servers had to have the same server list in the same order since we also use load balance Check the persons record in AR System Search Preferences and compare to yours, the server should be the ARS name and not the load balance name Our Mid-tier is on 7.1 HTH Sent from my Verizon Wireless BlackBerry -Original Message- From: Wangler, Dan dan.wangler@timpo.osd.mil Date: Thu, 28 Jan 2010 08:03:37 To: arslist@ARSLIST.ORG Subject: Re: Missing Queries We are running MidTier in a load balanced configuration. The searches preferences form reflects our load balancer name. I personally have logged on to each of my MidTiers (through the IP address) and have always been able to see my searches. I have also check in the User Preferences for the customer. One has no Home Page specified. Again, this is consistent with my preferences and mine is working. Dan Dan Wangler, SAIC; MHS Remedy Support Team From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of James Chafin Sent: Thursday, January 28, 2010 7:52 AM To: arslist@ARSLIST.ORG Subject: Re: Missing Queries We had the same issue when we change our Mid-Tier registered server name. Since it was a new name we had to update the server name in AR System Search Preferences to equal the first server name in the list Sent from my Verizon Wireless BlackBerry From: Wangler, Dan dan.wangler@timpo.osd.mil Date: Thu, 28 Jan 2010 06:44:24 -0600 To: arslist@ARSLIST.ORG Subject: Missing Queries Dear List I have a couple of customers complaining when they save their queries on MidTier that they can see the queries until they shut down their browsers. They are using MS Internet Explorer Release 6. When they reopen the browser, their saved queries are gone. They can see the Searches option on the action bar. When they click on it, they get a list of additional options like Run My Searches, Run Recent, etc., but, when they expand any of the options, nothing appears. I have verified that their queries are in the AR System Searches Preference form. Some are tagged Recent; others are tagged User-Defined; none are set to Disable. I have had the customers flush there browser cache and restart the browser. But, again, no queries. Has anyone seen this phenomenon before and can anyone suggest a resolution? We are running ARS 7.1 Patch 7 and ITSM 7.0. We are a windows shop running MSSQL on a windows server. Any suggestion would be appreciated. Thanks Dan Wangler, SAIC; MHS Remedy Support Team _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: OT- Apple Tablet
I wonder if you got to turn the device in to Apple for battery replacement like you got to do on their iPhones.. Considering its got only a 45 minute standby charge, I can bet the battery will see its EOL within a year or less if constantly used like a user tool.. Any guesses how much a battery pack and replacement will cost? Maybe they do have it on their website but I haven't checked - my guess will be around half the cost of the pad.. give or take 50 bucks... And while betting on a pink handbag, why not add a little bit of silver, gold and red glitter to it :-) Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Meyer, Jennifer L Sent: Thursday, January 28, 2010 9:11 AM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet $499 is not a bad price. If these things catch on, they could become the user tool of preference the way laptops and smartphones have. Will a third-party vendor come out with a decent Remedy user app for the iPad within the next 2 years? When BMC ditches the WUT completely, the opportunity will be ripe for an iPad-based application. Apple considered these other device names before settling on iPad: iPid LED iPud LE iPoOEd iPaYEd iPeEd isLate iTemp1 iFlat Who wants to place bets on the first designer to come out with a pink handbag for the iPad? Jennifer Meyer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Wednesday, January 27, 2010 3:35 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet I'm starting to wish they called it the iSlate Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tommy Morris Sent: Wednesday, January 27, 2010 2:51 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet So would one with 32gb be considered a Maxi iPad? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Wednesday, January 27, 2010 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet I think that is actually the technical term that Apple is applying to any customer who buys one of them. It's actually not too bad at $499 for the 16 gb version, considering the iPod Touch 8gb is $199, 32gb is $299 and 64gb is $399. I guess there will be a similar progression of price to storage. I want to see mid-tier running on one with ITSM 7.6. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, January 27, 2010 1:10 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet Actually that is just the short name. The full name of the device is the iPadSteveJobsWallet. Sorry, it's too soon for me to come up with a better joke, plus I'm an I.T. guy, not a comedian. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire Sent: Wednesday, January 27, 2010 12:47 PM To: arslist@ARSLIST.ORG Subject: OT- Apple Tablet Apple's calling it the iPad! Seriously. The jokes may begin in 1...2...3... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Change Management Approvals
Hi, I think what I am asking should be easy but I can't seem to make it work. I would like to use the out of the box workflows for Change approvals. This would be simple if I wasn't just handed a new requirement. I need to make the approvals based on a field we added to the Change form. How do I incorporate this in to the out of box approvals? Am I going to need to create the approvals from scratch? Thanks for all your help, Patricia Oliva This e-mail, including any attachments, is a confidential business communication, and may contain information that is confidential, proprietary and/or privileged. This e-mail is intended only for the individual(s) to whom it is addressed, and may not be saved, copied, printed, disclosed or used by anyone else. If you are not the(an) intended recipient, please immediately delete this e-mail from your computer system and notify the sender. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: OT- Apple Tablet
Why would you need an app? iPad already has Safari. That's a supported browser on a reasonable size screen. Done deal. Doug -- Doug Blair Sent from my iPhone, typographic errors likely +1-224-558-5462 On Jan 28, 2010, at 8:11 AM, Meyer, Jennifer L jennifer.me...@its.nc.gov wrote: $499 is not a bad price. If these things catch on, they could become the user tool of preference the way laptops and smartphones have. Will a third-party vendor come out with a decent Remedy user app for the iPad within the next 2 years? When BMC ditches the WUT completely, the opportunity will be ripe for an iPad-based application. Apple considered these other device names before settling on iPad: iPid LED iPud LE iPoOEd iPaYEd iPeEd isLate iTemp1 iFlat Who wants to place bets on the first designer to come out with a pink handbag for the iPad? Jennifer Meyer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Wednesday, January 27, 2010 3:35 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet I'm starting to wish they called it the iSlate Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tommy Morris Sent: Wednesday, January 27, 2010 2:51 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet So would one with 32gb be considered a Maxi iPad? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Wednesday, January 27, 2010 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet I think that is actually the technical term that Apple is applying to any customer who buys one of them. It's actually not too bad at $499 for the 16 gb version, considering the iPod Touch 8gb is $199, 32gb is $299 and 64gb is $399. I guess there will be a similar progression of price to storage. I want to see mid-tier running on one with ITSM 7.6. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, January 27, 2010 1:10 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet Actually that is just the short name. The full name of the device is the iPadSteveJobsWallet. Sorry, it's too soon for me to come up with a better joke, plus I'm an I.T. guy, not a comedian. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire Sent: Wednesday, January 27, 2010 12:47 PM To: arslist@ARSLIST.ORG Subject: OT- Apple Tablet Apple's calling it the iPad! Seriously. The jokes may begin in 1...2...3... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: CMDB services in Unix environment
Hi Listers, Can anybody help me with the below given issue? Regards Arnab On Tue, Jan 26, 2010 at 12:46 AM, Arnab Baral arnab...@gmail.com wrote: Dear Listers, I am in the process of implementing a new data model in CMDB 2.0. As per requirements I am trying to add new attributes in the BMC_ComputerSystems form from the Class manager. It is showing Change Pending Status and it was not becoming active. Even in the attribute definition form I found that the new attributes are showing Change Pending Status. We are using a Unix box as OS and I started the *arcmdbd and arrecond process*. But after some time I find that the arcmdbd process in stopping whereas arrecond is running fine. Even in the Objstr:Pending form I did not find any error and even in the Class manager no logs are getting captured. Please let me know where/which logs should be looked after? Also for CMDB service which are log files that should be checked and if there are any default path for the same that is captured in the Unix env. Regards Arnab ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: OT- Apple Tablet
I'm gonna carry my iPad in my new man purse... and be proud! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tommy Morris Sent: Thursday, January 28, 2010 9:14 AM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet What about some iPad bling? Everyone needs to add sticky-backed rhinestones to it so they can display their personality. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L Sent: Thursday, January 28, 2010 8:11 AM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet $499 is not a bad price. If these things catch on, they could become the user tool of preference the way laptops and smartphones have. Will a third-party vendor come out with a decent Remedy user app for the iPad within the next 2 years? When BMC ditches the WUT completely, the opportunity will be ripe for an iPad-based application. Apple considered these other device names before settling on iPad: iPid LED iPud LE iPoOEd iPaYEd iPeEd isLate iTemp1 iFlat Who wants to place bets on the first designer to come out with a pink handbag for the iPad? Jennifer Meyer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Wednesday, January 27, 2010 3:35 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet I'm starting to wish they called it the iSlate Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tommy Morris Sent: Wednesday, January 27, 2010 2:51 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet So would one with 32gb be considered a Maxi iPad? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Wednesday, January 27, 2010 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet I think that is actually the technical term that Apple is applying to any customer who buys one of them. It's actually not too bad at $499 for the 16 gb version, considering the iPod Touch 8gb is $199, 32gb is $299 and 64gb is $399. I guess there will be a similar progression of price to storage. I want to see mid-tier running on one with ITSM 7.6. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, January 27, 2010 1:10 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet Actually that is just the short name. The full name of the device is the iPadSteveJobsWallet. Sorry, it's too soon for me to come up with a better joke, plus I'm an I.T. guy, not a comedian. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire Sent: Wednesday, January 27, 2010 12:47 PM To: arslist@ARSLIST.ORG Subject: OT- Apple Tablet Apple's calling it the iPad! Seriously. The jokes may begin in 1...2...3... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Remote MidTier Server
Windows 2003 SQL Server 2005 ARS 7.1p6 MidTier 7.1p5 ITSM 7.03 Will locating a Remedy MidTier server closer to a group of users help with performance? Some of our remote sites are feeding off of very small pipes back to the ARS host. Users frequently get errors popping up in the MidTier which I can only figure are due to network latencies. Use of the Remedy user tool can also be painfully slow. We have fixed some issues with network routes (5 hops) but looking at ping times of 500 - 600 ms. I have built a new web server at the remote site and am now in the process of caching the forms. So far this process has been very slow - around 30 minutse to cache Home page and Incident console. Any thoughts on whether users will see an increase in performance? Frank Caruso Iraq ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Arreload timing out (ARERR 92)
Fellow listers: I saw another post where a user was having a similar issue (see thread- Q: Urgent - user_cache), but they seemed to be able to run the arreload without encountering the ARERR 92 error. This is my first post so I apologize in advance if I was suppose to continue his thread instead of starting my own. Our current configuration is a AR Server version 7.0 patch 8, which is connecting to SQL Server 2003 database on a separate server. We are about to do a massive overhaul of our User IDs. Moving from an old format to requiring a User ID based on a valid email address. Currently we have over 640,000 user records. On a development server I was able to convert our current records to the new format with little problem via a SQL update to the User_x view. After the update on that development server none of our testers could log in with their new email format User IDs. I verified that their user records on the User form showed them with the email address format. However, they could log in with the same User Name and password that worked before the update was made. I was able to save my user record with the new format and from then on log in using the email address format. But saving each record manually with this many records is not plausible. I saw that the information on the user_cache did not match the information on the user_x, so I attempted to run the arreload.exe runing each of the following three commands in order: cd c:\program files (x86)\ar system\servername\ (current location of arreload.exe) set artcpport=2 (current portmapper port) arreload -u User -f -a adminaccount -p adminpassword -d –s servername This seemed to run as desired, but took over three hours. When it “completed” I got the following message: Updating ‘target’ server -- servername Deleting existing user cache entries on servername FAILED! Timeout during database update – the operation has been accepted by the server and will usually complete successfully servername ARERR 92 I ran this twice so far and both times got the same results. I think this might be too many records for the arreload to handle at one time. Is there another way to get the desired results without running arreload? Or do I need to do something differently to get arreload to work as desired? -- View this message in context: http://old.nabble.com/Arreload-timing-out-%28ARERR-92%29-tp27349269p27349269.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Remote MidTier Server
I believe that your users will still be impacted by requests from the mid-tier to the AR server page loads may be faster but data requests will still take time. If the network and bandwidth are your bottleneck then that is what you will have to address. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frank Caruso Sent: Thursday, January 28, 2010 9:05 AM To: arslist@ARSLIST.ORG Subject: Remote MidTier Server ** Windows 2003 SQL Server 2005 ARS 7.1p6 MidTier 7.1p5 ITSM 7.03 Will locating a Remedy MidTier server closer to a group of users help with performance? Some of our remote sites are feeding off of very small pipes back to the ARS host. Users frequently get errors popping up in the MidTier which I can only figure are due to network latencies. Use of the Remedy user tool can also be painfully slow. We have fixed some issues with network routes (5 hops) but looking at ping times of 500 - 600 ms. I have built a new web server at the remote site and am now in the process of caching the forms. So far this process has been very slow - around 30 minutse to cache Home page and Incident console. Any thoughts on whether users will see an increase in performance? Frank Caruso Iraq _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: 7.5 Installation Problems (of course!)
We have finally identified the root of the failed installations. Now to figure out how to correct this issue. A couple of years ago we installed 7.01 on a new app server and to a separate DB server. We went through the steps of setting the servers up to for Unicode. We are a world wide company with helpdesks in the US, Europe, China, Japan, Thailand, etc. We asked questions to support and backline engineers to make sure that we had it setup correctly. Last fall we upgraded to 7.01. Turns out we missed a registry setting. On our app servers (development and production) NLS_LANG is set to AMERICAN_AMERICA.WE8MSWIN1252. When we change make the registry setting change to NLS_LANG=AMERICAN_AMERICA.AL32UTF8 as noted in the installation guide, we start seeing all sorts of errors in the arerror log about missing forms, missing data, missing workflow, etc. We've not seen a few issues with languages that we can directly relate to having an incorrect NLS_LANG. We have seen a few issues that were bugs in the email engine. Any thoughts on how to correct? Dave From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Monday, January 25, 2010 2:58 PM To: arslist@ARSLIST.ORG Subject: Re: 7.5 Installation Problems (of course!) ** BMC looked at our logs and among many errors, said that one of the errors is because either the Group, User, ReportType, ReportCreator, has bad entries or duplicate entries on them. There were no duplicates per se, but there were records with duplicate Unique Id's in the Unique Identifier (on the Group Form). Not sure why the system would allow this, but we think it's from doing Copy to New actions on some of the Groups. Not 100% sure yet is this is one of the culprits but we are looking into this Lisa From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Friday, January 22, 2010 2:25 PM To: arslist@ARSLIST.ORG Subject: Re: 7.5 Installation Problems (of course!) ** I couldn't find any RIK files under the TEMP directory (should be under the Utilities folder correct?) But I did find these logs All the RIK files we can find are: ARServer-RIK_PostUpgrade.log ARServer-RIK_PostUgradeInstall.log ARServer-RIK_PostUpgrade_error.log ARServer-RIK_PostUpgrade_apps.log In the ARServer-RIK_PostUpgrade Log: Cannot get target schema details from the server specified. Status List : 1 items ERROR: #303 ReportType - Form does not exist on server Attempting import from schema ReportType in file to ReportType on server The command line option for schema is not valid. Cannot import Loading Mappings failed: The import was not attempted If only I can find the command line that is not working... Lisa From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tommy Morris Sent: Friday, January 22, 2010 1:25 PM To: arslist@ARSLIST.ORG Subject: Re: 7.5 Installation Problems (of course!) ** It was in a RIK file. I think that this one in particular was created using an install utility that BMC provided but you can check in your temp directory to see if you can find one there. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Friday, January 22, 2010 12:20 PM To: arslist@ARSLIST.ORG Subject: Re: 7.5 Installation Problems (of course!) ** Thank Tommy! What file is this in? Lisa From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tommy Morris Sent: Saturday, January 23, 2010 1:56 AM To: arslist@ARSLIST.ORG Subject: Re: 7.5 Installation Problems (of course!) ** I will apologize for the length of this response but maybe this information will help BMC to check for the issue that we had first so it will not take as long to get you up and running. Here is what BMC found during our two months of troubleshooting: By the way, Here is the info that tells me difference between this build vs previous build as even though your installer shows worked sometimes but it actually were not really was working as expected: Here is the working version: ***before processing : char-set: windows-1252 # ***type of object 0 ***before processing : begin schema name : Group ***type of object 1 ***Processing schema : begin schema name : Group core-version : 2 upgrade-version: 0 num-fields : 38 timestamp : 1137189702 owner : ARSERVER last-changed : ARSERVER default-vui: Default Admin View1 num-vuis : 1 export-version : 9 schema-type: 1 next-field-id : 536870919 index : 1\179\0 get-list-flds :
Re: Remote MidTier Server
It is my understanding (untested) that a local mid-tier with remote web is better than remote mid-tier. Simply because local mid-tier only has to pull ticket data across the small pipe, everything else is local to the network. In the case of Remote mid-tier it has to pull form definitions (on each client) as well as the databut as I said, I've never had the opportunity to verify. _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frank Caruso Sent: Thursday, January 28, 2010 8:05 AM To: arslist@ARSLIST.ORG Subject: Remote MidTier Server ** Windows 2003 SQL Server 2005 ARS 7.1p6 MidTier 7.1p5 ITSM 7.03 Will locating a Remedy MidTier server closer to a group of users help with performance? Some of our remote sites are feeding off of very small pipes back to the ARS host. Users frequently get errors popping up in the MidTier which I can only figure are due to network latencies. Use of the Remedy user tool can also be painfully slow. We have fixed some issues with network routes (5 hops) but looking at ping times of 500 - 600 ms. I have built a new web server at the remote site and am now in the process of caching the forms. So far this process has been very slow - around 30 minutse to cache Home page and Incident console. Any thoughts on whether users will see an increase in performance? Frank Caruso Iraq _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Remote MidTier Server
Most sites that I have heard discuss this believed that they got better performance with a mid-tier server placed at or near the remote site. BTW, any mid-tier 7.1 server that is pre-fetching and caching the ITSM 7.0 application is going to take about 30 minutes to do so, even if it is sitting on the same subnet (and in the same rack) as the AR Server. If you add more forms to the pre-fetch list (there are several called from the Incident Management app that you will want to add, like CTM:People Search and HPD:WorkLog), it may take longer due to the network distance between your servers. My pre-fetch xml file has 525 lines per user and three levels of user and caches about 175 forms. The difference in performance once it has been cached, as seen by the user, is dramatic. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frank Caruso Sent: Thursday, January 28, 2010 9:05 AM To: arslist@ARSLIST.ORG Subject: Remote MidTier Server ** Windows 2003 SQL Server 2005 ARS 7.1p6 MidTier 7.1p5 ITSM 7.03 Will locating a Remedy MidTier server closer to a group of users help with performance? Some of our remote sites are feeding off of very small pipes back to the ARS host. Users frequently get errors popping up in the MidTier which I can only figure are due to network latencies. Use of the Remedy user tool can also be painfully slow. We have fixed some issues with network routes (5 hops) but looking at ping times of 500 - 600 ms. I have built a new web server at the remote site and am now in the process of caching the forms. So far this process has been very slow - around 30 minutse to cache Home page and Incident console. Any thoughts on whether users will see an increase in performance? Frank Caruso Iraq _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: OT- Apple Tablet
Pads always come in a pink wrapper, silly! Jennifer Meyer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Thursday, January 28, 2010 9:28 AM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet I wonder if you got to turn the device in to Apple for battery replacement like you got to do on their iPhones.. Considering its got only a 45 minute standby charge, I can bet the battery will see its EOL within a year or less if constantly used like a user tool.. Any guesses how much a battery pack and replacement will cost? Maybe they do have it on their website but I haven't checked - my guess will be around half the cost of the pad.. give or take 50 bucks... And while betting on a pink handbag, why not add a little bit of silver, gold and red glitter to it :-) Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Meyer, Jennifer L Sent: Thursday, January 28, 2010 9:11 AM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet $499 is not a bad price. If these things catch on, they could become the user tool of preference the way laptops and smartphones have. Will a third-party vendor come out with a decent Remedy user app for the iPad within the next 2 years? When BMC ditches the WUT completely, the opportunity will be ripe for an iPad-based application. Apple considered these other device names before settling on iPad: iPid LED iPud LE iPoOEd iPaYEd iPeEd isLate iTemp1 iFlat Who wants to place bets on the first designer to come out with a pink handbag for the iPad? Jennifer Meyer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Wednesday, January 27, 2010 3:35 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet I'm starting to wish they called it the iSlate Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tommy Morris Sent: Wednesday, January 27, 2010 2:51 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet So would one with 32gb be considered a Maxi iPad? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Wednesday, January 27, 2010 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet I think that is actually the technical term that Apple is applying to any customer who buys one of them. It's actually not too bad at $499 for the 16 gb version, considering the iPod Touch 8gb is $199, 32gb is $299 and 64gb is $399. I guess there will be a similar progression of price to storage. I want to see mid-tier running on one with ITSM 7.6. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, January 27, 2010 1:10 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet Actually that is just the short name. The full name of the device is the iPadSteveJobsWallet. Sorry, it's too soon for me to come up with a better joke, plus I'm an I.T. guy, not a comedian. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire Sent: Wednesday, January 27, 2010 12:47 PM To: arslist@ARSLIST.ORG Subject: OT- Apple Tablet Apple's calling it the iPad! Seriously. The jokes may begin in 1...2...3... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: 7.5 Installation Problems (of course!)
AMERICAN_AMERICA.WE8MSWIN1252 allows characters that do not translate properly in AMERICAN_AMERICA.AL32UTF8. Examples are all your 8-bit ascii characters. The code points are different between the two localizations which means that some other characters may not render properly depending on how things were written and are now being read. Try running Oracle's csscan utility against the db to see what comes back. Do you see checksum errors in the logs (i.e., invalid definition) in the arerror.log? Axton Grams The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Thu, Jan 28, 2010 at 9:15 AM, Shellman, David dave.shell...@tycoelectronics.com wrote: ** We have finally identified the root of the failed installations. Now to figure out how to correct this issue. A couple of years ago we installed 7.01 on a new app server and to a separate DB server. We went through the steps of setting the servers up to for Unicode. We are a world wide company with helpdesks in the US, Europe, China, Japan, Thailand, etc. We asked questions to support and backline engineers to make sure that we had it setup correctly. Last fall we upgraded to 7.01. Turns out we missed a registry setting. On our app servers (development and production) NLS_LANG is set to AMERICAN_AMERICA.WE8MSWIN1252. When we change make the registry setting change to NLS_LANG=AMERICAN_AMERICA.AL32UTF8 as noted in the installation guide, we start seeing all sorts of errors in the arerror log about missing forms, missing data, missing workflow, etc. We've not seen a few issues with languages that we can directly relate to having an incorrect NLS_LANG. We have seen a few issues that were bugs in the email engine. Any thoughts on how to correct? Dave -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Kemes, Lisa *Sent:* Monday, January 25, 2010 2:58 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: 7.5 Installation Problems (of course!) ** BMC looked at our logs and among many errors, said that one of the errors is because either the Group, User, ReportType, ReportCreator, has bad entries or duplicate entries on them. There were no duplicates per se, but there were records with duplicate Unique Id's in the Unique Identifier (on the Group Form). Not sure why the system would allow this, but we think it's from doing Copy to New actions on some of the Groups. Not 100% sure yet is this is one of the culprits but we are looking into this Lisa -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Kemes, Lisa *Sent:* Friday, January 22, 2010 2:25 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: 7.5 Installation Problems (of course!) ** I couldn't find any RIK files under the TEMP directory (should be under the Utilities folder correct?) But I did find these logs All the RIK files we can find are: ARServer-RIK_PostUpgrade.log ARServer-RIK_PostUgradeInstall.log ARServer-RIK_PostUpgrade_error.log ARServer-RIK_PostUpgrade_apps.log In the ARServer-RIK_PostUpgrade Log: Cannot get target schema details from the server specified. Status List : 1 items ERROR: #303 ReportType - Form does not exist on server Attempting import from schema ReportType in file to ReportType on server The command line option for schema is not valid. Cannot import Loading Mappings failed: The import was not attempted If only I can find the command line that is not working... Lisa -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Tommy Morris *Sent:* Friday, January 22, 2010 1:25 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: 7.5 Installation Problems (of course!) ** It was in a RIK file. I think that this one in particular was created using an install utility that BMC provided but you can check in your temp directory to see if you can find one there. *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Kemes, Lisa *Sent:* Friday, January 22, 2010 12:20 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: 7.5 Installation Problems (of course!) ** Thank Tommy! What file is this in? Lisa -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Tommy Morris *Sent:* Saturday, January 23, 2010 1:56 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: 7.5 Installation Problems (of course!) ** I will apologize for the length of this response but maybe
crontab question
I've created a scheduled report which is running perfectly except for the days of the week that it is running. I want it to run 7 days a week and my crontab -e is set up as follows: 0 1 * * 0-6. From my understanding 0-6 is Sunday-Saturday so it should be sending the report every day. However it seems to be consistently skipping Sunday and Monday (0 1). Any idea what I could be missing? Thanks in advance for any help. Terri AR Server: 6.3 Patch 24 on UNIX AIX 5.3 SQL - Oracle 9.2.5 ITSM v 5.6 MidTier 6.3 Patch 20 on a Windows 2003 NT server - IIS This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
FW: Error in RKM
Ravi Chandra, Could you please check the DB connection with your RKM Server? Get the logs may help you. Thanks Regards, Rambabu Rudra _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Error in RKM
Ravi Chandra, Could you please check the DB connection with your RKM Server? Get the logs may help you. Rambabu Rudra _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramagiri Sent: Wednesday, January 27, 2010 5:38 PM To: arslist@ARSLIST.ORG Subject: Error in RKM Hi All , I have installed BMC Remedy Knowledge Management 7.2 in one of the server and the Application and Database server are in different servers. When I am trying to configure the RKM server I am getting the following error below is the screen shot . Please any one can suggest what I need to do . I have followed the following steps :- 1 ) Open the kms_config.xml file with any standard text editor.The kms_config.xml file is located in the following folder:\BMC Remedy Knowledge Management\data\kms_conf 2 ) Locate the database driver element. It is similar to the following statement:database driver=com.microsoft.jdbc.sqlserver.SQLServerDriver initial=0 max-active=75 max-idle=25 min-idle=0password=password url=jdbc:microsoft:sqlserver://server:1433user=RKM_Admin/ 3 ) Make the following changes: . Change the driver attribute to the following value:database driver=com.microsoft.sqlserver.jdbc.SQLServerDriver . Change the url attribute to the following value:url=jdbc:sqlserver://server:1433 The database driver element should be similar to the following statement:database driver=com.microsoft.sqlserver.jdbc.SQLServerDriver initial=0 max-active=75 max-idle=25 min-idle=0password=password url=jdbc:sqlserver://server:1433user=RKM_Admin/ 4 ) Save the kms_config.xml file. 5 )Restart web services. And also I have checked with moving the following files :- 1) Stop Tomcat , Move the following files to your desktop from the .\AR System\Mid Tier\WEB-INF\lib directory ,Arapi71.jar ,Arutil71.jar ,Start Tomcat,Go back to the RKM URL and try the config wizard again . But no use , need all your help. Thanks Regards, Ravi Chandra.R __ Information from ESET NOD32 Antivirus, version of virus signature database 4809 (20100127) __ The message was checked by ESET NOD32 Antivirus. http://www.eset.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Missing Queries
The list of servers are the same on both our Midtiers, same name and same order. However, none of our Searches Preferences entries have a specific server name. They all have our load balancer name. All our Searches Preferences entries reference the load balancer name, including my own which is working. Dan Wangler, SAIC; MHS Remedy Support Team From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of James Chafin Sent: Thursday, January 28, 2010 8:18 AM To: arslist@ARSLIST.ORG Subject: Re: Missing Queries Each of our mid-tier servers had to have the same server list in the same order since we also use load balance Check the persons record in AR System Search Preferences and compare to yours, the server should be the ARS name and not the load balance name Our Mid-tier is on 7.1 HTH Sent from my Verizon Wireless BlackBerry From: Wangler, Dan dan.wangler@timpo.osd.mil Date: Thu, 28 Jan 2010 08:03:37 -0600 To: arslist@ARSLIST.ORG Subject: Re: Missing Queries We are running MidTier in a load balanced configuration. The searches preferences form reflects our load balancer name. I personally have logged on to each of my MidTiers (through the IP address) and have always been able to see my searches. I have also check in the User Preferences for the customer. One has no Home Page specified. Again, this is consistent with my preferences and mine is working. Dan Dan Wangler, SAIC; MHS Remedy Support Team From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of James Chafin Sent: Thursday, January 28, 2010 7:52 AM To: arslist@ARSLIST.ORG Subject: Re: Missing Queries We had the same issue when we change our Mid-Tier registered server name. Since it was a new name we had to update the server name in AR System Search Preferences to equal the first server name in the list Sent from my Verizon Wireless BlackBerry From: Wangler, Dan dan.wangler@timpo.osd.mil Date: Thu, 28 Jan 2010 06:44:24 -0600 To: arslist@ARSLIST.ORG Subject: Missing Queries Dear List I have a couple of customers complaining when they save their queries on MidTier that they can see the queries until they shut down their browsers. They are using MS Internet Explorer Release 6. When they reopen the browser, their saved queries are gone. They can see the Searches option on the action bar. When they click on it, they get a list of additional options like Run My Searches, Run Recent, etc., but, when they expand any of the options, nothing appears. I have verified that their queries are in the AR System Searches Preference form. Some are tagged Recent; others are tagged User-Defined; none are set to Disable. I have had the customers flush there browser cache and restart the browser. But, again, no queries. Has anyone seen this phenomenon before and can anyone suggest a resolution? We are running ARS 7.1 Patch 7 and ITSM 7.0. We are a windows shop running MSSQL on a windows server. Any suggestion would be appreciated. Thanks Dan Wangler, SAIC; MHS Remedy Support Team _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: crontab question
A crontab file has five fields for specifying day , date and time followed by the command to be run at that interval. * * * ** command to be executed - ---- | | | | | | | | | +- day of week (0 - 6) (Sunday=0) | | | +--- month (1 - 12) | | +- day of month (1 - 31) | +--- hour (0 - 23) +- min (0 - 59) * in the value field above means all legal values as in braces for that column. So if you modify it to : 0 1 * * *, it should fix your issue Christopher Pruitt Business Consulting III HP Enterprises Services 972.605.7702 office | christopher.pru...@hp.commailto:mary.jo...@hp.com www.hp.comhttp://www.hp.com/ [cid:image003.png@01CA9FFF.DE319A30] Confidentiality Notice: This message and any files transmitted with it are intended for the sole use of the entity or individual to whom it is addressed, and may contain information that is confidential, privileged, and exempt from disclosure under applicable law. If you are not the intended addressee for this e-mail, you are hereby notified that any copying, distribution, or dissemination of this e-mail is strictly prohibited. If you have received this e-mail in error, please immediately destroy, erase, or discard this message. Please notify the sender immediately by return e-mail if you have received this e-mail by mistake. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lockwood, Teresa L Sent: Thursday, January 28, 2010 9:39 AM To: arslist@ARSLIST.ORG Subject: crontab question ** I've created a scheduled report which is running perfectly except for the days of the week that it is running. I want it to run 7 days a week and my crontab -e is set up as follows: 0 1 * * 0-6. From my understanding 0-6 is Sunday-Saturday so it should be sending the report every day. However it seems to be consistently skipping Sunday and Monday (0 1). Any idea what I could be missing? Thanks in advance for any help. Terri AR Server: 6.3 Patch 24 on UNIX AIX 5.3 SQL - Oracle 9.2.5 ITSM v 5.6 MidTier 6.3 Patch 20 on a Windows 2003 NT server - IIS This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are inline: image003.png
Re: crontab question
Since you want it to run every day try using an asterisk for the day. I have seen some systems that have had troubles with the range format. Your entry would then be: 0 1 * * * cmd_string Fred From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lockwood, Teresa L Sent: Thursday, January 28, 2010 9:39 AM To: arslist@ARSLIST.ORG Subject: crontab question ** I've created a scheduled report which is running perfectly except for the days of the week that it is running. I want it to run 7 days a week and my crontab -e is set up as follows: 0 1 * * 0-6. From my understanding 0-6 is Sunday-Saturday so it should be sending the report every day. However it seems to be consistently skipping Sunday and Monday (0 1). Any idea what I could be missing? Thanks in advance for any help. Terri AR Server: 6.3 Patch 24 on UNIX AIX 5.3 SQL - Oracle 9.2.5 ITSM v 5.6 MidTier 6.3 Patch 20 on a Windows 2003 NT server - IIS This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: 7.5 Installation Problems (of course!)
Hi Dave, This thing is not really something you can change on the fly, I think... I would setup a parallel server, against a new database instance, reimport the definitions and then SYNC the data using the API (RRR|Chive). When you are done do one of the following: 1. switch to the new server 2. redirect your old server against the new dbinstance 3. maybe export/import your new db to the old instance Best Regards - Misi, RRR AB, http://rrr.se ps. Doing an incremental data sync with RRR|Chive against 250 forms and a total of 10 million records took 23 minutes to complete when I last did it two weeks ago. ds. AMERICAN_AMERICA.WE8MSWIN1252 allows characters that do not translate properly in AMERICAN_AMERICA.AL32UTF8. Examples are all your 8-bit ascii characters. The code points are different between the two localizations which means that some other characters may not render properly depending on how things were written and are now being read. Try running Oracle's csscan utility against the db to see what comes back. Do you see checksum errors in the logs (i.e., invalid definition) in the arerror.log? Axton Grams The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Thu, Jan 28, 2010 at 9:15 AM, Shellman, David dave.shell...@tycoelectronics.com wrote: ** We have finally identified the root of the failed installations. Now to figure out how to correct this issue. A couple of years ago we installed 7.01 on a new app server and to a separate DB server. We went through the steps of setting the servers up to for Unicode. We are a world wide company with helpdesks in the US, Europe, China, Japan, Thailand, etc. We asked questions to support and backline engineers to make sure that we had it setup correctly. Last fall we upgraded to 7.01. Turns out we missed a registry setting. On our app servers (development and production) NLS_LANG is set to AMERICAN_AMERICA.WE8MSWIN1252. When we change make the registry setting change to NLS_LANG=AMERICAN_AMERICA.AL32UTF8 as noted in the installation guide, we start seeing all sorts of errors in the arerror log about missing forms, missing data, missing workflow, etc. We've not seen a few issues with languages that we can directly relate to having an incorrect NLS_LANG. We have seen a few issues that were bugs in the email engine. Any thoughts on how to correct? Dave -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Kemes, Lisa *Sent:* Monday, January 25, 2010 2:58 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: 7.5 Installation Problems (of course!) ** BMC looked at our logs and among many errors, said that one of the errors is because either the Group, User, ReportType, ReportCreator, has bad entries or duplicate entries on them. There were no duplicates per se, but there were records with duplicate Unique Id's in the Unique Identifier (on the Group Form). Not sure why the system would allow this, but we think it's from doing Copy to New actions on some of the Groups. Not 100% sure yet is this is one of the culprits but we are looking into this Lisa -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Kemes, Lisa *Sent:* Friday, January 22, 2010 2:25 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: 7.5 Installation Problems (of course!) ** I couldn't find any RIK files under the TEMP directory (should be under the Utilities folder correct?) But I did find these logs All the RIK files we can find are: ARServer-RIK_PostUpgrade.log ARServer-RIK_PostUgradeInstall.log ARServer-RIK_PostUpgrade_error.log ARServer-RIK_PostUpgrade_apps.log In the ARServer-RIK_PostUpgrade Log: Cannot get target schema details from the server specified. Status List : 1 items ERROR: #303 ReportType - Form does not exist on server Attempting import from schema ReportType in file to ReportType on server The command line option for schema is not valid. Cannot import Loading Mappings failed: The import was not attempted If only I can find the command line that is not working... Lisa -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Tommy Morris *Sent:* Friday, January 22, 2010 1:25 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: 7.5 Installation Problems (of course!) ** It was in a RIK file. I think that this one in particular was created using an install utility that BMC provided but you can check in your temp directory to see if
Re: 7.5 Installation Problems (of course!)
We'll keep that as an option. Thanks, Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Thursday, January 28, 2010 11:57 AM To: arslist@ARSLIST.ORG Subject: Re: 7.5 Installation Problems (of course!) Hi Dave, This thing is not really something you can change on the fly, I think... I would setup a parallel server, against a new database instance, reimport the definitions and then SYNC the data using the API (RRR|Chive). When you are done do one of the following: 1. switch to the new server 2. redirect your old server against the new dbinstance 3. maybe export/import your new db to the old instance Best Regards - Misi, RRR AB, http://rrr.se ps. Doing an incremental data sync with RRR|Chive against 250 forms and a total of 10 million records took 23 minutes to complete when I last did it two weeks ago. ds. AMERICAN_AMERICA.WE8MSWIN1252 allows characters that do not translate properly in AMERICAN_AMERICA.AL32UTF8. Examples are all your 8-bit ascii characters. The code points are different between the two localizations which means that some other characters may not render properly depending on how things were written and are now being read. Try running Oracle's csscan utility against the db to see what comes back. Do you see checksum errors in the logs (i.e., invalid definition) in the arerror.log? Axton Grams The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Thu, Jan 28, 2010 at 9:15 AM, Shellman, David dave.shell...@tycoelectronics.com wrote: ** We have finally identified the root of the failed installations. Now to figure out how to correct this issue. A couple of years ago we installed 7.01 on a new app server and to a separate DB server. We went through the steps of setting the servers up to for Unicode. We are a world wide company with helpdesks in the US, Europe, China, Japan, Thailand, etc. We asked questions to support and backline engineers to make sure that we had it setup correctly. Last fall we upgraded to 7.01. Turns out we missed a registry setting. On our app servers (development and production) NLS_LANG is set to AMERICAN_AMERICA.WE8MSWIN1252. When we change make the registry setting change to NLS_LANG=AMERICAN_AMERICA.AL32UTF8 as noted in the installation guide, we start seeing all sorts of errors in the arerror log about missing forms, missing data, missing workflow, etc. We've not seen a few issues with languages that we can directly relate to having an incorrect NLS_LANG. We have seen a few issues that were bugs in the email engine. Any thoughts on how to correct? Dave -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Kemes, Lisa *Sent:* Monday, January 25, 2010 2:58 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: 7.5 Installation Problems (of course!) ** BMC looked at our logs and among many errors, said that one of the errors is because either the Group, User, ReportType, ReportCreator, has bad entries or duplicate entries on them. There were no duplicates per se, but there were records with duplicate Unique Id's in the Unique Identifier (on the Group Form). Not sure why the system would allow this, but we think it's from doing Copy to New actions on some of the Groups. Not 100% sure yet is this is one of the culprits but we are looking into this Lisa -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Kemes, Lisa *Sent:* Friday, January 22, 2010 2:25 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: 7.5 Installation Problems (of course!) ** I couldn't find any RIK files under the TEMP directory (should be under the Utilities folder correct?) But I did find these logs All the RIK files we can find are: ARServer-RIK_PostUpgrade.log ARServer-RIK_PostUgradeInstall.log ARServer-RIK_PostUpgrade_error.log ARServer-RIK_PostUpgrade_apps.log In the ARServer-RIK_PostUpgrade Log: Cannot get target schema details from the server specified. Status List : 1 items ERROR: #303 ReportType - Form does not exist on server Attempting import from schema ReportType in file to ReportType on server The command line option for schema is not valid. Cannot import Loading Mappings failed: The import was not attempted If only I can find the command line that is not working... Lisa -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Tommy
Email Engine and load
We currently have 13 incoming mailboxes we check. We are getting requests for some 20 more. At this point we are wondering about load and what the email engine can handle. Does anyone here have any experience/information about the type of load the email engine can handle before it becomes error prone or unreliable? For now we are starting to space out the amount of times the mailgoxes are being checked so that they are kind of staggered, but I was wondering if anyone had any load info or tips or tricks. Thanks, Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Perm Job in Cincinnati, OH - Lead Remedy Developer/Architect
Critical Opening Location: Cincinnati, OH Duration: Permanent Industry: Banking Title: Lead Remedy Developer Environment: Remedy 7.5 ITSM Suite on Sun Solaris Team Size: 1 (You) You will be in charge of hiring 5 others over the next year. Compensation Details: 90-95K Salary Up to 13% Bonus Sign On Bonus or Relocation 3 Weeks Vacation Caution: New Company, in start up stages. Risk is involved. Respectfully, Joshua Kitchen Senior Recruiter | Kforce Federal Direct : 937.449.1749| Fax: 937.461.6888 | jkitc...@kforce.com mailto:jkitc...@kforce.com | www.govtrecruiter.com http://www.govtrecruiter.com Great People = Great Results Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Email Engine and load
Hi Anne - yesterday, we sent approximately 27400 emails and have 109 Mailboxes. The Email Engine seems to cope pretty well. I've occasionally had to restart it when it hangs, but this is pretty rare. Saying that, we use ITSP v4, and have some pretty clever APIs to take the place of the OOB ITSP email system (Not the Email Engine), so this tends to avoid a large rush of emails at once (it's rare that I see 100 emails waiting to be sent) Hope this helps, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: 28 January 2010 16:15 To: arslist@ARSLIST.ORG Subject: Email Engine and load ** We currently have 13 incoming mailboxes we check. We are getting requests for some 20 more. At this point we are wondering about load and what the email engine can handle. Does anyone here have any experience/information about the type of load the email engine can handle before it becomes error prone or unreliable? For now we are starting to space out the amount of times the mailgoxes are being checked so that they are kind of staggered, but I was wondering if anyone had any load info or tips or tricks. Thanks, Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Email Engine and load
Hi Anne- I have had up to 35 mailboxes being polled. It usually works extremely well but once in a while, which typically is once a year, it just stops and we have to restart the email engine. I have one mailbox that gets tons of mail so we poll that one every 2 mins, but the rest get polled at staggered intervals-some 5 mins, some 11 mins, some twice a day. Depends on what the mailbox will contain. The only problem that we have had that we have never gotten an answer for is why one mailbox will get passed over and not polled. I turn on the debug log and I can see the login, the retrieve, then the delete of the mail on all the other mailboxes. And I'll see it pass right over a mailbox and not poll it at all. Still don't know why that happens. We started using this on version 5.12, upgraded everything to 6.3 and are now on 7.1. We've come to rely on email tickets (I use filters on the email message form to create tickets based on the mailbox name) so when there is a problem someone notices right away. Hope this helps. Jackie Morris Easylink Services 732-652-3611 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Thursday, January 28, 2010 11:15 AM To: arslist@ARSLIST.ORG Subject: Email Engine and load ** We currently have 13 incoming mailboxes we check. We are getting requests for some 20 more. At this point we are wondering about load and what the email engine can handle. Does anyone here have any experience/information about the type of load the email engine can handle before it becomes error prone or unreliable? For now we are starting to space out the amount of times the mailgoxes are being checked so that they are kind of staggered, but I was wondering if anyone had any load info or tips or tricks. Thanks, Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Email Engine and load
We are currently using 7.1 patch 6. We are receiving about 600 messages a day, and sending about 18K a day. It sounds like we do still have room to grow as long as we stagger some of the mailbox checking. Any other input is welcome. Anne Ramey From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Coleman, Gavin Sent: Thursday, January 28, 2010 11:49 AM To: arslist@ARSLIST.ORG Subject: Re: Email Engine and load ** Hi Anne - yesterday, we sent approximately 27400 emails and have 109 Mailboxes. The Email Engine seems to cope pretty well. I've occasionally had to restart it when it hangs, but this is pretty rare. Saying that, we use ITSP v4, and have some pretty clever APIs to take the place of the OOB ITSP email system (Not the Email Engine), so this tends to avoid a large rush of emails at once (it's rare that I see 100 emails waiting to be sent) Hope this helps, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: 28 January 2010 16:15 To: arslist@ARSLIST.ORG Subject: Email Engine and load ** We currently have 13 incoming mailboxes we check. We are getting requests for some 20 more. At this point we are wondering about load and what the email engine can handle. Does anyone here have any experience/information about the type of load the email engine can handle before it becomes error prone or unreliable? For now we are starting to space out the amount of times the mailgoxes are being checked so that they are kind of staggered, but I was wondering if anyone had any load info or tips or tricks. Thanks, Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Problem with 0 kb attachments
Hi folks, I need some help resolve an attachment issue using Incident Management 7.5. The user attachments appear as a 0 kb attachments in HelpDesk view although the attachments is available in the Work Log. We have analyzed logs without any help. This happens on a random but regular basis. Any tips welcome. ARS 7.5p1 Incident Management 7.5p1 Terje mailto:te...@moglestue.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Table for BMC.IMPORT.TOPO
Never heard of Drift Management - I am looking into it. I hope it's free. In a message dated 1/15/2010 3:49:38 A.M. Eastern Standard Time, p.romain.arsl...@parsolutions.co.uk writes: Have you looked into using the BMC Drift Management Tool? Yes, I believe that is what I was thinking about. I haven't used it myself, but wanted to point out that there is comparison functionality built into the CMDB that you may want to look into if you weren't aware that it was there. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris Sent: Thursday, January 14, 2010 4:36 PM To: arslist@ARSLIST.ORG Subject: Re: Table for BMC.IMPORT.TOPO ** Are you referring to running a job that does a comparison? In a message dated 1/14/2010 4:29:59 P.M. Eastern Standard Time, tayl...@ldschurch.org writes: ** There are not separate tables for each of the database - all datasets are stored in the same table in the database. The only thing that distinguishes the data in one dataset and another is a field that indicates which dataset a given record belongs to. The CMDB already contains the ability to run a comparison between datasets off the CMDB Console. Does that functionality not give you what you are looking for? Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris Sent: Thursday, January 14, 2010 2:25 PM To: arslist@ARSLIST.ORG Subject: Table for BMC.IMPORT.TOPO ** Hi All, I am trying to compare the data between BMC.IMPORT.TOPO and BMC.ASSET. I was going to try a comparison using Business Objects reports. How would you compare the results between these two datasets since are the same table BMC.ASSET. Does anyone know the name of the table that stores the data in the Discovery datastore? _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: 7.5 Installation Problems (of course!)
Axton, Here is what I got back from our DBA. The data in the database is in utf8 characterset. The database would not allow it to be stored other than that. The application would have a failure on the storing of invalid characters which would show up on the (application server). I can run the csscan though. The csscan is used when you want to convert your characterset and we do not want to do that. Dave From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Thursday, January 28, 2010 10:34 AM To: arslist@ARSLIST.ORG Subject: Re: 7.5 Installation Problems (of course!) ** AMERICAN_AMERICA.WE8MSWIN1252 allows characters that do not translate properly in AMERICAN_AMERICA.AL32UTF8. Examples are all your 8-bit ascii characters. The code points are different between the two localizations which means that some other characters may not render properly depending on how things were written and are now being read. Try running Oracle's csscan utility against the db to see what comes back. Do you see checksum errors in the logs (i.e., invalid definition) in the arerror.log? Axton Grams The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Thu, Jan 28, 2010 at 9:15 AM, Shellman, David dave.shell...@tycoelectronics.commailto:dave.shell...@tycoelectronics.com wrote: ** We have finally identified the root of the failed installations. Now to figure out how to correct this issue. A couple of years ago we installed 7.01 on a new app server and to a separate DB server. We went through the steps of setting the servers up to for Unicode. We are a world wide company with helpdesks in the US, Europe, China, Japan, Thailand, etc. We asked questions to support and backline engineers to make sure that we had it setup correctly. Last fall we upgraded to 7.01. Turns out we missed a registry setting. On our app servers (development and production) NLS_LANG is set to AMERICAN_AMERICA.WE8MSWIN1252. When we change make the registry setting change to NLS_LANG=AMERICAN_AMERICA.AL32UTF8 as noted in the installation guide, we start seeing all sorts of errors in the arerror log about missing forms, missing data, missing workflow, etc. We've not seen a few issues with languages that we can directly relate to having an incorrect NLS_LANG. We have seen a few issues that were bugs in the email engine. Any thoughts on how to correct? Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa Sent: Monday, January 25, 2010 2:58 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: 7.5 Installation Problems (of course!) ** BMC looked at our logs and among many errors, said that one of the errors is because either the Group, User, ReportType, ReportCreator, has bad entries or duplicate entries on them. There were no duplicates per se, but there were records with duplicate Unique Id's in the Unique Identifier (on the Group Form). Not sure why the system would allow this, but we think it's from doing Copy to New actions on some of the Groups. Not 100% sure yet is this is one of the culprits but we are looking into this Lisa From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa Sent: Friday, January 22, 2010 2:25 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: 7.5 Installation Problems (of course!) ** I couldn't find any RIK files under the TEMP directory (should be under the Utilities folder correct?) But I did find these logs All the RIK files we can find are: ARServer-RIK_PostUpgrade.log ARServer-RIK_PostUgradeInstall.log ARServer-RIK_PostUpgrade_error.log ARServer-RIK_PostUpgrade_apps.log In the ARServer-RIK_PostUpgrade Log: Cannot get target schema details from the server specified. Status List : 1 items ERROR: #303 ReportType - Form does not exist on server Attempting import from schema ReportType in file to ReportType on server The command line option for schema is not valid. Cannot import Loading Mappings failed: The import was not attempted If only I can find the command line that is not working... Lisa From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris Sent: Friday, January 22, 2010 1:25 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: 7.5 Installation Problems (of course!) ** It was in a RIK file. I
Discovery Tool and Asset Update to TOPO
Hi, Is there away without running the entire synchronization to update 4 assets that were newly discovered? For example, during the day if we need to change asset info, I run the discovery on just the 4 assets. I want the 4 assets to get updated in TOPO, however I I just don't want to run the entire synchronization to TOPO for just 4 assets that I need. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Discovery Tool and Asset Update to TOPO
Since FD/TD creates a database that indicates what has already been sync'd to CMDB when you run the sync job only the changes to existing CIs and the 4 new ones will be pushed. -Original Message- From: Kathy Morris kathymorris...@aol.com To: arslist@ARSLIST.ORG Sent: Thu, Jan 28, 2010 1:17 pm Subject: Discovery Tool and Asset Update to TOPO ** Hi, Is there away without running the entire synchronization to update 4 assets that were newly discovered? For example, during the day if we need to change asset info, I run the discovery on just the 4 assets. I want the 4 assets to get updated in TOPO, however I I just don't want to run the entire synchronization to TOPO for just 4 assets that I need. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Email Engine and load
What's your quantity of incoming messages? Anne Ramey From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jackie Morris Sent: Thursday, January 28, 2010 12:08 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine and load ** Hi Anne- I have had up to 35 mailboxes being polled. It usually works extremely well but once in a while, which typically is once a year, it just stops and we have to restart the email engine. I have one mailbox that gets tons of mail so we poll that one every 2 mins, but the rest get polled at staggered intervals-some 5 mins, some 11 mins, some twice a day. Depends on what the mailbox will contain. The only problem that we have had that we have never gotten an answer for is why one mailbox will get passed over and not polled. I turn on the debug log and I can see the login, the retrieve, then the delete of the mail on all the other mailboxes. And I'll see it pass right over a mailbox and not poll it at all. Still don't know why that happens. We started using this on version 5.12, upgraded everything to 6.3 and are now on 7.1. We've come to rely on email tickets (I use filters on the email message form to create tickets based on the mailbox name) so when there is a problem someone notices right away. Hope this helps. Jackie Morris Easylink Services 732-652-3611 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Thursday, January 28, 2010 11:15 AM To: arslist@ARSLIST.ORG Subject: Email Engine and load ** We currently have 13 incoming mailboxes we check. We are getting requests for some 20 more. At this point we are wondering about load and what the email engine can handle. Does anyone here have any experience/information about the type of load the email engine can handle before it becomes error prone or unreliable? For now we are starting to space out the amount of times the mailgoxes are being checked so that they are kind of staggered, but I was wondering if anyone had any load info or tips or tricks. Thanks, Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Problem with 0 kb attachments
HI, Are the attachments added using Email Engine? Or added direct into the work log by the user? -- Jarl 2010/1/28 Terje Moglestue te...@moglestue.com: Hi folks, I need some help resolve an attachment issue using Incident Management 7.5. The user attachments appear as a 0 kb attachments in HelpDesk view although the attachments is available in the Work Log. We have analyzed logs without any help. This happens on a random but regular basis. Any tips welcome. ARS 7.5p1 Incident Management 7.5p1 Terje mailto:te...@moglestue.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: 7.5 Installation Problems (of course!)
AL32UTF8 is a superset of UTF8. Per the Remedy installation guide, the db character set should be set to AL32UTF8. Run csscan with a target character set of AL32UTF8 and see what it returns as lossy/unconvertible. I believe what you are running into is a problem with how the data as it is stored in the database. Since the client has been configured with AMERICAN_AMERICA.WE8MSWIN1252 for all this time, it has been reading/writing the data with the codepoints appropriate for that localization. These codepoints are very different than the codepoints for the same character in the character set AL32UTF8. See the following articles for more info: http://en.wikipedia.org/wiki/CESU-8 http://repettas.wordpress.com/2008/05/15/al32utf8utf8-unicode-database-character-set-implications/ UTF8, in the world of Oracle, is not really a UTF-8 compliant character set (bad name). AL32UTF8 is a complaiant UTF8 implementation. See the following: http://forums.oracle.com/forums/thread.jspa?messageID=1139523 http://download.oracle.com/docs/cd/B14117_01/server.101/b10749/applocaledata.htm#i636713 http://oracleappstechnology.blogspot.com/2007/10/difference-between-utf8-and-al32utf8.html What I think you need to do: 1. convert the instance from UTF8 to AL32UTF8. Part of this will require cleaning up data (CESU-8 data, 8-bit ascii data, and other unconvertible data that csscan returns) 2. update the oracle client to use AL32UTF8 While that may look like a short list, the actual process may have complications. In the ARSCHEMA, ACTLINK, and other Remedy meta-data tables, a checksum is calculated and stored. That is based on the name, last modified by, and other values. If any of the values used to generate the checksum contains data that must be converted, the migration path becomes very difficult. The output of the csscan utility should give you an idea of what you are looking at. If you have SQL Developer installed (java based oracle client that comes with 11g), connect to your db and see what kind of data is returned when you look at it from there. This is a java based client and is fully unicode capable. You may be surprised with the results for your 8-bit ascii characters (umlauts, euro symbol, etc.). -- Axton 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 Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: OT- Apple Tablet
I want to see mid-tier running on one with ITSM 7.6. Call me in March and I'll show you. :-) Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores N56 W17000 Ridgewood Drive | Menomonee Falls, WI 53051 | office: (262) 703-7763 | e-mail: tony.worthing...@kohls.com From: strauss stra...@unt.edu To: arslist@ARSLIST.ORG Date: 01/27/2010 01:49 PM Subject: Re: OT- Apple Tablet Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG I think that is actually the technical term that Apple is applying to any customer who buys one of them. It's actually not too bad at $499 for the 16 gb version, considering the iPod Touch 8gb is $199, 32gb is $299 and 64gb is $399. I guess there will be a similar progression of price to storage. I want to see mid-tier running on one with ITSM 7.6. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [ mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, January 27, 2010 1:10 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet Actually that is just the short name. The full name of the device is the iPadSteveJobsWallet. Sorry, it's too soon for me to come up with a better joke, plus I'm an I.T. guy, not a comedian. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [ mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire Sent: Wednesday, January 27, 2010 12:47 PM To: arslist@ARSLIST.ORG Subject: OT- Apple Tablet Apple's calling it the iPad! Seriously. The jokes may begin in 1...2...3... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ** CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: 7.5 Installation Problems (of course!)
UTF8 character set uses CESU-8 code points, which are not compatible with the client character set AMERICAN_AMERICA.AL32UTF8 but are compatible with the client character set AMERICAN_AMERICA.WE8MSWIN1252. Read here: http://www.oracle.com/technology/tech/globalization/htdocs/nls_lang%20faq.htm#_Toc110410550 http://download-east.oracle.com/docs/cd/B19306_01/server.102/b14225/ch11charsetmig.htm#CEGCGEAF http://www.oracle.com/technology/tech/globalization/htdocs/nls_lang%20faq.htm#_Toc110410550 I believe there is invalid data in the db that will have to be converted/cleaned up if you want to change the client localization settings and expect it to work. This means moving all the 8-bit characters (CESU-8, or whatever else there are) to the proper UTF-8 code point so that a client expecting that data can understand it. -- Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Thu, Jan 28, 2010 at 12:15 PM, Shellman, David dave.shell...@tycoelectronics.com wrote: ** Axton, Here is what I got back from our DBA. The data in the database is in utf8 characterset. The database would not allow it to be stored other than that. The application would have a failure on the storing of invalid characters which would show up on the (application server). I can run the csscan though. The csscan is used when you want to convert your characterset and we do not want to do that. Dave ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Displaying open requests for Customers and SRM Documentation
I was asked if there is any way a customer can see all of their open requests (meaning Incidents), or open requests for their department in Remedy - something I used to give them in Remedy Help Desk 4 and 5.5 using ARSPerl. In our implementation of ITSM 7.0 customers have NO ACCESS AT ALL to ITSM (and the Requester Console is disabled), as they are restricted to the Kinetic Request interface - which definitely has no provision whatsoever for showing customers a table or list of their open incidents in ITSM. That shortcoming is one we keep tripping over, everywhere we try to provide request services to ITSM using Kinetic SR. Is there such a capability in SRM? We don't have access to it - have not looked at it since it was about to go into beta and the pricing scheme was announced. The SRM 7.6 User Guide off the BMC Supportweb contains no screen shots, so it is completely worthless in terms of seeing what views of the data you might have when using the application. The docs mention a Business Manager Console, but again, without any screen shots I have no idea what they are talking about. Who is it for, and what does it show? Assuming that SRM is no better than Kinetic SR at showing customers what they have open for them in ITSM, or showing someone like the head of HR all of the tickets opened for or by people from his/her department, how are any of you displaying that sort of thing for customers who are NOT support staff and basically have no permission to access ITSM? In our multi-tenancy setup, the support staff and the customers are not in the same company anyway; support staff have access to the customer company. BTW, the reason we don't give customers any access to ITSM at all is that when we first tested it, any requester that clicked on the URL they were sent OOTB for their incident (created through either Kinetic SR or the Requester Console) would be taken to the Incident form and their ticket after logging on via LDAP, but could then click on Search on that same form and see EVERY INCIDENT that existed for the entire customer company!!! That was a non-starter with our information security folks, as well as all of the IT staffs. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ITSM7.5 Data Management Tool--Specifically, Load Wizard
I encountered the following situations utilizing the ITSM7.5 Data Management Utility. For those who have not yet encountered this 'wonderful' inventory item: First, installation: initial Windows 7 installation with default locations resulted in structure being under c:\Program Files(x86) on this Win7/x64 platform. Unfortunately, said structure is read-only, and did not respond to administrative change to write-eligible. Installation into c:\Users to access user space still encountered issues with writing CVS files from Excel macros, as Windows 7 security is very finicky concerning allowing macros to execute at all, let alone write files. Environment was re-installed on an XP machine, where these characteristics are no longer a hindrance. Second, filenames: this installer named the Macro files under the various sub-versions as: (workbook)CSV without a three-letter extension. System will not recognize them as Excel files at all without renaming them to : (workbook)CSV.xls (and, yes, the *CSV capitalized is hard-coded into batch files to find them for execution). Third, location sensitivity: please remember that the installation directory is hard-coded into worksheets by the installer at install time, so moving this structure (or copying from one platform to another...) requires significant attention and name-modification. Fourth, running the data import from User 7.5 : The 'convert CSV' and 'import CSV' functions each call a popup which prompts user to search for: location of DataImport.exe, location of Excel.exe, and installation directory for the overall data management structure. Yes, these will be searched the first time, as defaults noted by the Windows client are probably incorrect. CAUTION: these two popups expect DIRECTORIES--but the actual Windows search which is invoked will not allow a person to stop on a directory, requiring a standard file. Therefore, the easiest way was to selected a file WITHIN each desired directory. Then the user simply erases the filename (ONLY!) from its data window, leaving the first-level parent directory which is what the two functions require for their respective windows! Oh yes--this Data Management tool must be executed from the User Tool. Seems like a really appropriate place for the BMC development team to implement MidTier capability, right? After all, the statement of direction is that the Windows Client is headed for oblivion. I am interested in other user experiences on this item--either directly or to the list! Don W. McClure, P.E. Applications Administrator,CITC Call Tracking Administration University of North Texas dwmac @ unt . edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Email Engine and load
Once upon a time a slight mis-configuration at an unnamed customer site resulted in the AR 5.6 EE sending just over 625,000 emails in the span of about 8 hours. It never even broke a sweat as far as I can tell. William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Blog: http:// http://www.williamrentfrow.com www.williamrentfrow.com O 715-592-5185 C 715-410-8056 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Thursday, January 28, 2010 12:31 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine and load ** ** What's your quantity of incoming messages? Anne Ramey From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jackie Morris Sent: Thursday, January 28, 2010 12:08 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine and load ** Hi Anne- I have had up to 35 mailboxes being polled. It usually works extremely well but once in a while, which typically is once a year, it just stops and we have to restart the email engine. I have one mailbox that gets tons of mail so we poll that one every 2 mins, but the rest get polled at staggered intervals-some 5 mins, some 11 mins, some twice a day. Depends on what the mailbox will contain. The only problem that we have had that we have never gotten an answer for is why one mailbox will get passed over and not polled. I turn on the debug log and I can see the login, the retrieve, then the delete of the mail on all the other mailboxes. And I'll see it pass right over a mailbox and not poll it at all. Still don't know why that happens. We started using this on version 5.12, upgraded everything to 6.3 and are now on 7.1. We've come to rely on email tickets (I use filters on the email message form to create tickets based on the mailbox name) so when there is a problem someone notices right away. Hope this helps. Jackie Morris Easylink Services 732-652-3611 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Thursday, January 28, 2010 11:15 AM To: arslist@ARSLIST.ORG Subject: Email Engine and load ** We currently have 13 incoming mailboxes we check. We are getting requests for some 20 more. At this point we are wondering about load and what the email engine can handle. Does anyone here have any experience/information about the type of load the email engine can handle before it becomes error prone or unreliable? For now we are starting to space out the amount of times the mailgoxes are being checked so that they are kind of staggered, but I was wondering if anyone had any load info or tips or tricks. Thanks, Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: crontab question
Thanks Christopher and Frederick! Setting it to 0 1 * * * did the trick. This was the only one we had running 7 days a week so it just didn't like that range 0-6 I guess. Have a great day! Terri AR Server: 6.3 Patch 24 on UNIX AIX 5.3 SQL - Oracle 9.2.5 ITSM v 5.6 MidTier 6.3 Patch 20 on a Windows 2003 NT server - IIS From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Thursday, January 28, 2010 10:57 AM To: arslist@ARSLIST.ORG Subject: Re: crontab question ** Since you want it to run every day try using an asterisk for the day. I have seen some systems that have had troubles with the range format. Your entry would then be: 0 1 * * * cmd_string Fred From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lockwood, Teresa L Sent: Thursday, January 28, 2010 9:39 AM To: arslist@ARSLIST.ORG Subject: crontab question ** I've created a scheduled report which is running perfectly except for the days of the week that it is running. I want it to run 7 days a week and my crontab -e is set up as follows: 0 1 * * 0-6. From my understanding 0-6 is Sunday-Saturday so it should be sending the report every day. However it seems to be consistently skipping Sunday and Monday (0 1). Any idea what I could be missing? Thanks in advance for any help. Terri AR Server: 6.3 Patch 24 on UNIX AIX 5.3 SQL - Oracle 9.2.5 ITSM v 5.6 MidTier 6.3 Patch 20 on a Windows 2003 NT server - IIS This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Displaying open requests for Customers and SRM Documentation
We use SRM 2.2 to allow users to see their incidents and requests without actually entering the ITSM suite; they don't have unlimited search abilities and in fact don't see any forms in the traditional sense. It does allow them to see any entry they submitted and if you configure the 'On Behalf Of' rules accordingly, they can also view entries submitted by departmental coworkers, etc... The downside is that the 'On Behalf Of' view doesn't show more than one user's entries at a time. Our workaround was to create a 'generic' profile for each customer department and then grant department members 'On Behalf Of' access to that user. New submissions are done under the 'generic' user with the actual submitter listed as a contact. It gives departments one 'queue' to examine if they so choose. It's not elegant, but it is effective. Unfortunately, department policies prevent us from customizing the base ITSM application (we can add to it but not tweak it). In theory, we'll reap the benefits when we upgrade to SRM 7.6 in the very near future. We're hoping that it provides a better solution than our workaround. - Don From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Thursday, January 28, 2010 12:14 PM To: arslist@ARSLIST.ORG Subject: Displaying open requests for Customers and SRM Documentation I was asked if there is any way a customer can see all of their open requests (meaning Incidents), or open requests for their department in Remedy - something I used to give them in Remedy Help Desk 4 and 5.5 using ARSPerl. In our implementation of ITSM 7.0 customers have NO ACCESS AT ALL to ITSM (and the Requester Console is disabled), as they are restricted to the Kinetic Request interface - which definitely has no provision whatsoever for showing customers a table or list of their open incidents in ITSM. That shortcoming is one we keep tripping over, everywhere we try to provide request services to ITSM using Kinetic SR. Is there such a capability in SRM? We don't have access to it - have not looked at it since it was about to go into beta and the pricing scheme was announced. The SRM 7.6 User Guide off the BMC Supportweb contains no screen shots, so it is completely worthless in terms of seeing what views of the data you might have when using the application. The docs mention a Business Manager Console, but again, without any screen shots I have no idea what they are talking about. Who is it for, and what does it show? Assuming that SRM is no better than Kinetic SR at showing customers what they have open for them in ITSM, or showing someone like the head of HR all of the tickets opened for or by people from his/her department, how are any of you displaying that sort of thing for customers who are NOT support staff and basically have no permission to access ITSM? In our multi-tenancy setup, the support staff and the customers are not in the same company anyway; support staff have access to the customer company. BTW, the reason we don't give customers any access to ITSM at all is that when we first tested it, any requester that clicked on the URL they were sent OOTB for their incident (created through either Kinetic SR or the Requester Console) would be taken to the Incident form and their ticket after logging on via LDAP, but could then click on Search on that same form and see EVERY INCIDENT that existed for the entire customer company!!! That was a non-starter with our information security folks, as well as all of the IT staffs. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Email Engine and load
LOL. Been there, done that :) Quick AR Email tip: add a user record with a login name of 0 This way if an email/notification ever gets sent to 0 the engine evaluates the address to that one fake user instead of group 0 which is, of course, Public, i.e. everyone in the user form. Juan Ingles On Thu, Jan 28, 2010 at 1:08 PM, William Rentfrow wrentf...@stratacominc.com wrote: ** Once upon a time a slight mis-configuration at an unnamed customer site resulted in the AR 5.6 EE sending just over 625,000 emails in the span of about 8 hours. It never even broke a sweat as far as I can tell. William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Blog: http:// http://www.williamrentfrow.com/www.williamrentfrow.com O 715-592-5185 C 715-410-8056 -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Ramey, Anne *Sent:* Thursday, January 28, 2010 12:31 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Email Engine and load ** ** What's your quantity of incoming messages? Anne Ramey *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Jackie Morris *Sent:* Thursday, January 28, 2010 12:08 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Email Engine and load ** Hi Anne- I have had up to 35 mailboxes being polled. It usually works extremely well but once in a while, which typically is once a year, it just stops and we have to restart the email engine. I have one mailbox that gets tons of mail so we poll that one every 2 mins, but the rest get polled at staggered intervals—some 5 mins, some 11 mins, some twice a day. Depends on what the mailbox will contain. The only problem that we have had that we have never gotten an answer for is why one mailbox will get passed over and not polled. I turn on the debug log and I can see the login, the retrieve, then the delete of the mail on all the other mailboxes. And I’ll see it pass right over a mailbox and not poll it at all. Still don’t know why that happens. We started using this on version 5.12, upgraded everything to 6.3 and are now on 7.1. We’ve come to rely on email tickets (I use filters on the email message form to create tickets based on the mailbox name) so when there is a problem someone notices right away. Hope this helps. Jackie Morris Easylink Services 732-652-3611 *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Ramey, Anne *Sent:* Thursday, January 28, 2010 11:15 AM *To:* arslist@ARSLIST.ORG *Subject:* Email Engine and load ** We currently have 13 incoming mailboxes we check. We are getting requests for some 20 more. At this point we are wondering about load and what the email engine can handle. Does anyone here have any experience/information about the type of load the email engine can handle before it becomes error prone or unreliable? For now we are starting to space out the amount of times the mailgoxes are being checked so that they are kind of staggered, but I was wondering if anyone had any load info or tips or tricks. Thanks, Anne Ramey -- E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Email Engine and load
A certain unnamed customer probably would have appreciated that a few years back William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Blog: www.williamrentfrow.com O 715-592-5185 C 715-410-8056 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Juan Ingles Sent: Thursday, January 28, 2010 3:20 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine and load ** LOL. Been there, done that :) Quick AR Email tip: add a user record with a login name of 0 This way if an email/notification ever gets sent to 0 the engine evaluates the address to that one fake user instead of group 0 which is, of course, Public, i.e. everyone in the user form. Juan Ingles On Thu, Jan 28, 2010 at 1:08 PM, William Rentfrow wrentf...@stratacominc.com wrote: ** Once upon a time a slight mis-configuration at an unnamed customer site resulted in the AR 5.6 EE sending just over 625,000 emails in the span of about 8 hours. It never even broke a sweat as far as I can tell. William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Blog: http:// http://www.williamrentfrow.com/ www.williamrentfrow.com O 715-592-5185 C 715-410-8056 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Thursday, January 28, 2010 12:31 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine and load ** ** What's your quantity of incoming messages? Anne Ramey From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jackie Morris Sent: Thursday, January 28, 2010 12:08 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine and load ** Hi Anne- I have had up to 35 mailboxes being polled. It usually works extremely well but once in a while, which typically is once a year, it just stops and we have to restart the email engine. I have one mailbox that gets tons of mail so we poll that one every 2 mins, but the rest get polled at staggered intervals-some 5 mins, some 11 mins, some twice a day. Depends on what the mailbox will contain. The only problem that we have had that we have never gotten an answer for is why one mailbox will get passed over and not polled. I turn on the debug log and I can see the login, the retrieve, then the delete of the mail on all the other mailboxes. And I'll see it pass right over a mailbox and not poll it at all. Still don't know why that happens. We started using this on version 5.12, upgraded everything to 6.3 and are now on 7.1. We've come to rely on email tickets (I use filters on the email message form to create tickets based on the mailbox name) so when there is a problem someone notices right away. Hope this helps. Jackie Morris Easylink Services 732-652-3611 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Thursday, January 28, 2010 11:15 AM To: arslist@ARSLIST.ORG Subject: Email Engine and load ** We currently have 13 incoming mailboxes we check. We are getting requests for some 20 more. At this point we are wondering about load and what the email engine can handle. Does anyone here have any experience/information about the type of load the email engine can handle before it becomes error prone or unreliable? For now we are starting to space out the amount of times the mailgoxes are being checked so that they are kind of staggered, but I was wondering if anyone had any load info or tips or tricks. Thanks, Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_
Re: Email Engine and load
We usually bring in about 2400+ messages Mon-Friday. A little less on weekends. Outgoing usually 5-6000 every day. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Thursday, January 28, 2010 1:31 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine and load ** ** What's your quantity of incoming messages? Anne Ramey From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jackie Morris Sent: Thursday, January 28, 2010 12:08 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine and load ** Hi Anne- I have had up to 35 mailboxes being polled. It usually works extremely well but once in a while, which typically is once a year, it just stops and we have to restart the email engine. I have one mailbox that gets tons of mail so we poll that one every 2 mins, but the rest get polled at staggered intervals-some 5 mins, some 11 mins, some twice a day. Depends on what the mailbox will contain. The only problem that we have had that we have never gotten an answer for is why one mailbox will get passed over and not polled. I turn on the debug log and I can see the login, the retrieve, then the delete of the mail on all the other mailboxes. And I'll see it pass right over a mailbox and not poll it at all. Still don't know why that happens. We started using this on version 5.12, upgraded everything to 6.3 and are now on 7.1. We've come to rely on email tickets (I use filters on the email message form to create tickets based on the mailbox name) so when there is a problem someone notices right away. Hope this helps. Jackie Morris Easylink Services 732-652-3611 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Thursday, January 28, 2010 11:15 AM To: arslist@ARSLIST.ORG Subject: Email Engine and load ** We currently have 13 incoming mailboxes we check. We are getting requests for some 20 more. At this point we are wondering about load and what the email engine can handle. Does anyone here have any experience/information about the type of load the email engine can handle before it becomes error prone or unreliable? For now we are starting to space out the amount of times the mailgoxes are being checked so that they are kind of staggered, but I was wondering if anyone had any load info or tips or tricks. Thanks, Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: 7.5 Installation Problems (of course!)
Axton, Thanks for the assist. I need to work through some thoughts and come up with a conversion plan. Luckily there are few forms where we actually use the local language view so we may simply delete those views. Also we do not need to keep some of the data like in the AR System Email messages forms. 99% of our forms that display in a local language use View forms and data to display the text in the local language. Dave From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Thursday, January 28, 2010 2:56 PM To: arslist@ARSLIST.ORG Subject: Re: 7.5 Installation Problems (of course!) ** UTF8 character set uses CESU-8 code points, which are not compatible with the client character set AMERICAN_AMERICA.AL32UTF8 but are compatible with the client character set AMERICAN_AMERICA.WE8MSWIN1252. Read here: http://www.oracle.com/technology/tech/globalization/htdocs/nls_lang%20faq.htm#_Toc110410550 http://download-east.oracle.com/docs/cd/B19306_01/server.102/b14225/ch11charsetmig.htm#CEGCGEAF http://www.oracle.com/technology/tech/globalization/htdocs/nls_lang%20faq.htm#_Toc110410550 I believe there is invalid data in the db that will have to be converted/cleaned up if you want to change the client localization settings and expect it to work. This means moving all the 8-bit characters (CESU-8, or whatever else there are) to the proper UTF-8 code point so that a client expecting that data can understand it. -- Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Thu, Jan 28, 2010 at 12:15 PM, Shellman, David dave.shell...@tycoelectronics.commailto:dave.shell...@tycoelectronics.com wrote: ** Axton, Here is what I got back from our DBA. The data in the database is in utf8 characterset. The database would not allow it to be stored other than that. The application would have a failure on the storing of invalid characters which would show up on the (application server). I can run the csscan though. The csscan is used when you want to convert your characterset and we do not want to do that. Dave _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Table for BMC.IMPORT.TOPO
** Drift Management is included with CMDB 7.5. An earlier version was included with BMC Discovery Solution (the bundle of CD/TD/FD). It gives far more comparison capabilities than the compare of two things in CMDB console. It is all run from Remedy Forms and utilizes CMDB data. Kelly Deaverkdea...@kellydeaver.com (ARSlist mail) Original Message Subject: Re: Table for BMC.IMPORT.TOPOFrom: Kathy Morris kathymorris...@aol.comDate: Thu, January 28, 2010 12:11 pmTo: arslist@ARSLIST.ORG** Never heard of Drift Management - I am looking into it. I hope it's free. In a message dated 1/15/2010 3:49:38 A.M. Eastern Standard Time, p.romain.arsl...@parsolutions.co.uk writes: Have you looked into using the BMC Drift Management Tool? Yes, I believe that is what I was thinking about. I haven't used it myself, but wanted to point out that there is comparison functionality built into the CMDB that you may want to look into if you weren't aware that it was there. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Thursday, January 14, 2010 4:36 PM To: arslist@ARSLIST.ORG Subject: Re: Table for BMC.IMPORT.TOPO ** Are you referring to running a job that does a comparison? In a message dated 1/14/2010 4:29:59 P.M. Eastern Standard Time, tayl...@ldschurch.org writes: ** There are not separate tables for each of the database - all datasets are stored in the same table in the database. The only thing that distinguishes the data in one dataset and another is a field that indicates which dataset a given record belongs to. The CMDB already contains the ability to run a comparison between datasets off the CMDB Console. Does that functionality not give you what you are looking for? Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Thursday, January 14, 2010 2:25 PM To: arslist@ARSLIST.ORG Subject: Table for BMC.IMPORT.TOPO ** Hi All, I am trying to compare the data between BMC.IMPORT.TOPO and BMC.ASSET. I was going to try a comparison using Business Objects reports. How would you compare the results between these two datasets since are the same table BMC.ASSET. Does anyone know the name of the table that stores the data in the Discovery datastore? _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"___UNSUBSCRIBE or access ARSlist Archives at www.arslist.orgPlatinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
Re: 7.5 Installation Problems (of course!)
You're welcome. I am going through the same thing right now, so it's all fresh in my mind. Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Thu, Jan 28, 2010 at 3:41 PM, Shellman, David dave.shell...@tycoelectronics.com wrote: ** Axton, Thanks for the assist. I need to work through some thoughts and come up with a conversion plan. Luckily there are few forms where we actually use the local language view so we may simply delete those views. Also we do not need to keep some of the data like in the AR System Email messages forms. 99% of our forms that display in a local language use View forms and data to display the text in the local language. Dave -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Axton *Sent:* Thursday, January 28, 2010 2:56 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: 7.5 Installation Problems (of course!) ** UTF8 character set uses CESU-8 code points, which are not compatible with the client character set AMERICAN_AMERICA.AL32UTF8 but are compatible with the client character set AMERICAN_AMERICA.WE8MSWIN1252. Read here: http://www.oracle.com/technology/tech/globalization/htdocs/nls_lang%20faq.htm#_Toc110410550 http://download-east.oracle.com/docs/cd/B19306_01/server.102/b14225/ch11charsetmig.htm#CEGCGEAF http://www.oracle.com/technology/tech/globalization/htdocs/nls_lang%20faq.htm#_Toc110410550 I believe there is invalid data in the db that will have to be converted/cleaned up if you want to change the client localization settings and expect it to work. This means moving all the 8-bit characters (CESU-8, or whatever else there are) to the proper UTF-8 code point so that a client expecting that data can understand it. -- Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Thu, Jan 28, 2010 at 12:15 PM, Shellman, David dave.shell...@tycoelectronics.com wrote: ** Axton, Here is what I got back from our DBA. The data in the database is in utf8 characterset. The database would not allow it to be stored other than that. The application would have a failure on the storing of invalid characters which would show up on the (application server). I can run the csscan though. The csscan is used when you want to convert your characterset and we do not want to do that. Dave _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: OT- Apple Tablet
I don't think that the iPad will work well (at all) with Remedy 7.5 flex forms because it cannot run Flash. I can't recall if Flash is required with the end-user's browser or just on the mid-tier. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Wednesday, January 27, 2010 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet That would be the 64 gb with WiFi AND 3G at $829. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tommy Morris Sent: Wednesday, January 27, 2010 1:51 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet So would one with 32gb be considered a Maxi iPad? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Wednesday, January 27, 2010 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet I think that is actually the technical term that Apple is applying to any customer who buys one of them. It's actually not too bad at $499 for the 16 gb version, considering the iPod Touch 8gb is $199, 32gb is $299 and 64gb is $399. I guess there will be a similar progression of price to storage. I want to see mid-tier running on one with ITSM 7.6. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, January 27, 2010 1:10 PM To: arslist@ARSLIST.ORG Subject: Re: OT- Apple Tablet Actually that is just the short name. The full name of the device is the iPadSteveJobsWallet. Sorry, it's too soon for me to come up with a better joke, plus I'm an I.T. guy, not a comedian. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire Sent: Wednesday, January 27, 2010 12:47 PM To: arslist@ARSLIST.ORG Subject: OT- Apple Tablet Apple's calling it the iPad! Seriously. The jokes may begin in 1...2...3... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Help with Filter Functions
All I trying to create a filter set fields action that finds the first lowercase letter in a field and returns the location. I attempted the qualification below but it keeps putting quotes around the [a-z] STRSTR($Testing 1$, [a-z]) Is this possible or is there another approach that would work ? Thanks Kevin _ Your E-mail and More On-the-Go. Get Windows Live Hotmail Free. http://clk.atdmt.com/GBL/go/196390709/direct/01/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Is there something akin to an eval function
Hi All, Remedy 7.1 p5 I'm wondering if there is something akin to an eval function that would take a string with embedded field references and then evaluate it at will. Let me give you an example of what I'd like to do. Maybe there's an easy way to do it. So, we have some custom notifications that I want to improve, and as part of that, I want to make the notification text configurable (i.e., stored in a form) rather than being hardcoded into the notification workflow. So, I'd like to have a form that contains the various notifications including who they go to and the text of the notification including field references (something like This is my notif: $\Some Field Ref$). Then, when it comes time to send the notification, on the form that that notification event is being triggered on, I would pull the notification text onto the current form, do an eval so that the field references get substituted in the context of the current form, and then pass the final text off to a form that does the actual notification processing (i.e., splitting up a list of recipients into individual recipients and sending the e-mail to each of them individually). Does that make sense? I know that the notification subsystem in ITSM does something akin to this, but it's implemented strictly by set fields actions that do a search and replace of each field reference supported, and I'd prefer not to go that route. If this makes it clearer, this is kind of the flow of events I envision: 1) Custom notification event triggered on Incident form 2) Pull notification text from notification configuration form onto hidden field on Incident form 3) Substitute all field references in the notification text with the values of the fields from the Incident form 4) Push the resultant notification text off to notification processing form that does the actual work of notifying everyone Does that make sense? Any ideas? Thanks, Lyle NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ADV Re: [ARSLIST] Displaying open requests for Customers and SRM Documentation
I am sitting in Dallas Airport (DFW) waiting for a delayed plane. (Big weather here today - but good meetings none the less) Chris/gang, Kinetic Request can do what you are asking about. See example: http://img.skitch.com/20100129-fca5mkwenyed1rery2t8nrnttq.jpg Basically the Catalog Page which we call a Launcher is a collection of Remedy queries that get rendered through what we call a partial. Or possibly multiple partials. A partial can actually have more than one source (Requests, Incidents, Changes, Purchase Orders, Complaints, etc...) A launcher can have 0 to many queries (from any Remedy source) to display what you want. The samples we ship with do not do this -- as we do not assume you own ITSM or anything on Remedy. (In fact - we have users that exclusively use Kinetic Request for their request management (meaning no Incidents or Changes etc created). ) Kinetic can actually be a fulfillment target itself. However - people do use Kinetic Request for front ending ITSM, CSS, Purchase Orders etc... To get it to work - is a matter of configuring the Launcher partials. (Basically - change the queries (or add additional) to point to the proper source form - with proper criteria - then modify the partial to display the columns and look/feel that you want.) Example of showing worklog from an incident in ITSM 7: http://img.skitch.com/20100129-dj6anufe1fu7wuud6kt1xx1jxy.jpg Generally I would shy away from discussing incidents and incident numbers with an end-user -- as all things should be Kinetic :) -- more realistically - I think you want to think of the fulfillment as blackbox and where and how something is fulfilled is not of concern to the requester. The thing a requester should think of is their request -- with it's ID (if relevant). Again - more realistically - people do actually have Incidents (without requests) -- and it would be of value to look at them. So - the capability is there. (I expect we have this written up in a how-to of some sort -- I will look it up and send directly) Have fun!!! and enjoy the Texas weather -- MN is -9 tonight. (That is not 9 degrees below freezing -- it is 41 degrees below freezing (as in the difference between 73 and 32 -- yet again 32 to -9)) -John On Jan 28, 2010, at 2:14 PM, strauss wrote: ** I was asked if there is any way a customer can see all of their open requests (meaning Incidents), or open requests for their department in “Remedy” – something I used to give them in Remedy Help Desk 4 and 5.5 using ARSPerl. In our implementation of ITSM 7.0 customers have NO ACCESS AT ALL to ITSM (and the Requester Console is disabled), as they are restricted to the Kinetic Request interface - which definitely has no provision whatsoever for showing customers a table or list of their open incidents in ITSM. That shortcoming is one we keep tripping over, everywhere we try to provide request services to ITSM using Kinetic SR. Is there such a capability in SRM? We don’t have access to it – have not looked at it since it was about to go into beta and the pricing scheme was announced. The SRM 7.6 User Guide off the BMC Supportweb contains no screen shots, so it is completely worthless in terms of seeing what views of the data you might have when using the application. The docs mention a “Business Manager Console,” but again, without any screen shots I have no idea what they are talking about. Who is it for, and what does it show? Assuming that SRM is no better than Kinetic SR at showing customers what they have open for them in ITSM, or showing someone like the head of HR all of the tickets opened for or by people from his/her department, how are any of you displaying that sort of thing for customers who are NOT support staff and basically have no permission to access ITSM? In our multi-tenancy setup, the support staff and the customers are not in the same company anyway; support staff have access to the customer company. BTW, the reason we don’t give customers any access to ITSM at all is that when we first tested it, any requester that clicked on the URL they were sent OOTB for their incident (created through either Kinetic SR or the Requester Console) would be taken to the Incident form and their ticket after logging on via LDAP, but could then click on “Search” on that same form and see EVERY INCIDENT that existed for the entire customer company!!! That was a non-starter with our information security folks, as well as all of the IT staffs. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of the WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I
Re: Help with Filter Functions
Hi Kevin, You have found correctly that the string functions don't support wildcards/regular expression functionality. The [a-z] wildcard is supported by the LIKE operator however. You can create a simple loop via a filter guide to move through the string until you come across a matching lowercase letter, then exit the loop and the number of iterations is the position of the character. Rod 2010/1/29 Kevin Thornley kevin.thorn...@hotmail.com: ** All I trying to create a filter set fields action that finds the first lowercase letter in a field and returns the location. I attempted the qualification below but it keeps putting quotes around the [a-z] STRSTR($Testing 1$, [a-z]) Is this possible or is there another approach that would work ? Thanks Kevin Your E-mail and More On-the-Go. Get Windows Live Hotmail Free. Sign up now. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Remote MidTier Server
** Hi...We have run a local mid-tier server on the other end of a transatlantic hop, and a second in the middle east, fed by an AR server in the middle of the US. Dr. Strauss is right, the results as perceived by the user are significant, and the closer your desktop web browser is to the mid-tier server, the better. Setting up the pre-fetch file is critical, and creating your users from templates so that their permission groups are *identical* is very important too.The data that goes between the server and the desktop - the text in an individual ticket - has to go through that whole network chain regardless of what you do, but the layouts, labels, any images which are part of the form all do display faster.Another avenue worth trying before you invest in a distant-office mid-tier (although you really don't need anything more expensive than a small PC to feed a remote office of a few dozen desktops) is turning on compression in your main mid-tier web server. This is pretty easy to do in tomcat (only one I have actually used) and is just a check option in IIS. Most of the data that travels between a browser and a Remedy server is text, not image data, and it does compress well. One extreme test case with a very slow network connection the time to display an incident (ITSM 7.0) went from about a minute to about 12 seconds - a very significant improvement. Try this yourself with the worst connection you can arrange - find an old modem in your storage locker and call a modem pool on another continent or something. You'll be surprised!Hope this helpsDougOn Jan 28, 2010, at 9:27 AM, strauss wrote:** Most sites that I have heard discuss this believed that they got better performance with a mid-tier server placed at or near the remote site. BTW, any mid-tier 7.1 server that is pre-fetching and caching the ITSM 7.0 application is going to take about 30 minutes to do so, even if it is sitting on the same subnet (and in the same rack) as the AR Server. If you add more forms to the pre-fetch list (there are several called from the Incident Management app that you will want to add, like CTM:People Search and HPD:WorkLog), it may take longer due to the network “distance” between your servers. My pre-fetch xml file has 525 lines per user and three levels of user and caches about 175 forms. The difference in performance once it has been cached, as seen by the user, is dramatic.Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frank Caruso Sent: Thursday, January 28, 2010 9:05 AM To: arslist@ARSLIST.ORG Subject: Remote MidTier Server ** Windows 2003 SQL Server 2005 ARS 7.1p6 MidTier 7.1p5 ITSM 7.03 Will locating a Remedy MidTier server closer to a group of usershelp with performance? Some of our remote sites are feeding off of very small pipes back to theARS host. Users frequently get errors popping up in the MidTier which I can only figure are due to network latencies. Use of theRemedy user toolcan alsobe painfully slow. We have fixed some issues with network routes (5 hops)but looking at ping times of 500 - 600 ms. I have builta new web server at the remote site and am now in the process of caching the forms. So far this process has been very slow - around 30 minutse to cache Home page and Incident console. Any thoughts on whetherusers will see an increase in performance? Frank Caruso Iraq _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ Doug--Doug Blaird...@blairing.com+1 224-558-5462200 North Arlington Heights RoadArlington Heights, Illinois 60004 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
Re: ADV Re: [ARSLIST] Displaying open requests for Customers and SRM Documentation
Thanks for the quick response, John. These look interesting, and may be able to do what we are looking for. Our Launcher completely hides the Requests table because the only thing it displays OOTB are the Kinetic Requests, which immediately close after generating the appropriate Incident or Work Info entry over in ITSM. They do not remain open, and they are not updated by the ITSM record that they originally generated. Rather than have to explain there's nothing to see here... move along, we just hid the whole thing in our Launcher. Virtually all of the email notifications going out of the system are directly from Incident Management or Service Level Management anyway, so customers never see any reference to the Kinetic Request record that they actually employed to create those records in ITSM. We had to customize those notifications so that customers were always pointed back to the Kinetic Request Launcher (and never to mid-tier), where there are service items for reopening, closing, or updating an existing incident. Since we never exposed the Requester Console in version 7 (in testing, the CAI plugin-driven interface wasn't even remotely as reliable at generating Incidents as Kinetic was), and we don't have SRM, there are no surrogate request records left open for the customer to view that get updated by changes to the Incident. It was actually a cleaner and much more reliable process, but it left us with no effective way to present the open ITSM records to the customer in the only interface they have access to - Kinetic Request. Re-customizing the Launcher to query for ITSM records for the logged-in user should provide the answer, and of course we can create different launchers for different purposes since we have departments that submit multiple requests and want to be able to see all of them at once - as customers. We look forward to seeing the documentation on how to do this, and to being able to extend additional functionality to our customers. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Sundberg Sent: Thursday, January 28, 2010 9:00 PM To: arslist@ARSLIST.ORG Subject: ADV Re: [ARSLIST] Displaying open requests for Customers and SRM Documentation ** I am sitting in Dallas Airport (DFW) waiting for a delayed plane. (Big weather here today - but good meetings none the less) Chris/gang, Kinetic Request can do what you are asking about. See example: http://img.skitch.com/20100129-fca5mkwenyed1rery2t8nrnttq.jpg Basically the Catalog Page which we call a Launcher is a collection of Remedy queries that get rendered through what we call a partial. Or possibly multiple partials. A partial can actually have more than one source (Requests, Incidents, Changes, Purchase Orders, Complaints, etc...) A launcher can have 0 to many queries (from any Remedy source) to display what you want. The samples we ship with do not do this -- as we do not assume you own ITSM or anything on Remedy. (In fact - we have users that exclusively use Kinetic Request for their request management (meaning no Incidents or Changes etc created). ) Kinetic can actually be a fulfillment target itself. However - people do use Kinetic Request for front ending ITSM, CSS, Purchase Orders etc... To get it to work - is a matter of configuring the Launcher partials. (Basically - change the queries (or add additional) to point to the proper source form - with proper criteria - then modify the partial to display the columns and look/feel that you want.) Example of showing worklog from an incident in ITSM 7: http://img.skitch.com/20100129-dj6anufe1fu7wuud6kt1xx1jxy.jpg Generally I would shy away from discussing incidents and incident numbers with an end-user -- as all things should be Kinetic :) -- more realistically - I think you want to think of the fulfillment as blackbox and where and how something is fulfilled is not of concern to the requester. The thing a requester should think of is their request -- with it's ID (if relevant). Again - more realistically - people do actually have Incidents (without requests) -- and it would be of value to look at them. So - the capability is there. (I expect we have this written up in a how-to of some sort -- I will look it up and send directly) Have fun!!! and enjoy the Texas weather -- MN is -9 tonight. (That is not 9 degrees below freezing -- it is 41 degrees below freezing (as in the difference between 73 and 32 -- yet again 32 to -9)) -John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
BMC Remedy Article
found this article on Tech Republic regarding Remedy http://blogs.zdnet.com/BTL/?p=29654tag=col1;post-30156 Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Remote MidTier Server
Like the compression idea. We use IIS with Tomcat as the JSP. Would I need to turn on compress in both or just the JSP? Thank you On Fri, Jan 29, 2010 at 7:34 AM, Doug Blair d...@blairing.com wrote: ** Hi... We have run a local mid-tier server on the other end of a transatlantic hop, and a second in the middle east, fed by an AR server in the middle of the US. Dr. Strauss is right, the results as perceived by the user are significant, and the closer your desktop web browser is to the mid-tier server, the better. Setting up the pre-fetch file is critical, and creating your users from templates so that their permission groups are *identical* is very important too. The data that goes between the server and the desktop - the text in an individual ticket - has to go through that whole network chain regardless of what you do, but the layouts, labels, any images which are part of the form all do display faster. Another avenue worth trying before you invest in a distant-office mid-tier (although you really don't need anything more expensive than a small PC to feed a remote office of a few dozen desktops) is turning on compression in your main mid-tier web server. This is pretty easy to do in tomcat (only one I have actually used) and is just a check option in IIS. Most of the data that travels between a browser and a Remedy server is text, not image data, and it does compress well. One extreme test case with a very slow network connection the time to display an incident (ITSM 7.0) went from about a minute to about 12 seconds - a very significant improvement. Try this yourself with the worst connection you can arrange - find an old modem in your storage locker and call a modem pool on another continent or something. You'll be surprised! Hope this helps Doug On Jan 28, 2010, at 9:27 AM, strauss wrote: ** Most sites that I have heard discuss this believed that they got better performance with a mid-tier server placed at or near the remote site. BTW, any mid-tier 7.1 server that is pre-fetching and caching the ITSM 7.0 application is going to take about 30 minutes to do so, even if it is sitting on the same subnet (and in the same rack) as the AR Server. If you add more forms to the pre-fetch list (there are several called from the Incident Management app that you will want to add, like CTM:People Search and HPD:WorkLog), it may take longer due to the network “distance” between your servers. My pre-fetch xml file has 525 lines per user and three levels of user and caches about 175 forms. The difference in performance once it has been cached, as seen by the user, is dramatic. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Frank Caruso *Sent:* Thursday, January 28, 2010 9:05 AM *To:* arslist@ARSLIST.ORG *Subject:* Remote MidTier Server ** Windows 2003 SQL Server 2005 ARS 7.1p6 MidTier 7.1p5 ITSM 7.03 Will locating a Remedy MidTier server closer to a group of users help with performance? Some of our remote sites are feeding off of very small pipes back to the ARS host. Users frequently get errors popping up in the MidTier which I can only figure are due to network latencies. Use of the Remedy user tool can also be painfully slow. We have fixed some issues with network routes (5 hops) but looking at ping times of 500 - 600 ms. I have built a new web server at the remote site and am now in the process of caching the forms. So far this process has been very slow - around 30 minutse to cache Home page and Incident console. Any thoughts on whether users will see an increase in performance? Frank Caruso Iraq _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Doug -- Doug Blair d...@blairing.com +1 224-558-5462 200 North Arlington Heights Road Arlington Heights, Illinois 60004 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
