Re: Report on Audit Data

[Kim Santana]

Very, Very, Very interesting.  I did look for the :ChangeRequest_AuditLogSystem 
form. I am glad I am not crazy.  Come to find out the alias is incorrect and 
there are 3 "HPD:HelpDesk AuditLogSystem"  forms.
Great tip about Request ID!!  This saved me a bunch of time.  Thank you.

Kimberly


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Benedetto Cantatore
Sent: Thursday, March 18, 2010 3:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Report on Audit Data

Wow you're timing is good.  I just finished writing this report.  The forms you 
want to report against are HPD:HelpDesk AuditLogSystem for incident and 
CHG:ChangeRequest_AuditLogSystem fpr change.  I used the field Original Request 
ID to map to Request ID (not to be confused with Infrastructure Change ID).  
The report simply shows:

Audit Date
User
Log

Hope this is useful.

Ben Cantatore
Remedy Manager
(914) 457-6209

Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> kim.sant...@phaseforward.com 03/18/10 1:44 PM >>>
**
Change Management 7.0.02

Field 'ASCHG" is set up for auditing.   Audit Option: is set to "Audit" and 
Audit Log Key: is set to "None".
Is it possible to report on the audited data?
Looks like the data is captured in form:CHG:Change Request Audit (in which 
table points to CHG:ChangeRequest_AuditLogSystem).
Tried looking through the Developers Reference Guide and looking for some Data 
Dictionary document. I've had no luck.

Kimberly




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Re: Taking out the garbage in ITSM 7.0

[Pargeter, Christie :CO IS]

We added workflow here to see if the person was support staff and if so
to send them the URL.  But careful since the ootb workflow says if Login
ID = NULL then don't send the URL and if Login ID != NULL send the URL &
the AR Task icon.



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Thursday, March 18, 2010 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Taking out the garbage in ITSM 7.0


** 

I did not know that the URL pointed to the NTE:Notifier. I was asked to
disable these as management did not want users accessing ticket
information at the time. Eventually I would like enable the link at a
minimum for support staff.

 

Christie, Thank you for the clarification. 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, March 18, 2010 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Taking out the garbage in ITSM 7.0

 

** 

Marcelo - the escalation is on NTE:Notifier not NTE:Notifier Log.

 

If you use MidTier the email link that people get when a new ticket is
assigned to them goes to the NTE:Notifier screen.  Then workflow on that
screen takes them to the correct form / records.

 

We had one manager her book mark one of these URLs and after 21 days it
stopped working since the NTE:Notifier link was deleted.

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Thursday, March 18, 2010 11:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Taking out the garbage in ITSM 7.0

** 

I must have that escalation disabled or missing... as I have over
500,000 records in the NTE:Notifier Log since. In fact, if I perform an
unqualified search, I get an error message after about 1 minute stating
"ARERR [8936] Compression of file failed".

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, March 18, 2010 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Taking out the garbage in ITSM 7.0

 

** 

I know there is an escalation on NTE:Notifier that will delete records
21 days after creation.

 

When you go to Incident/Change/...'s Audit Log and click on the
Notification tab that table is displaying records from NTE:Notifier Log.

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Thursday, March 18, 2010 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Taking out the garbage in ITSM 7.0

** 

While migrating data at the table level from an ARS 7.1 - ITSM 7.0
system (cloned from current production) to an ARS 7.5 - ITSM 7.6 system
I have noticed a fair amount of malingering data in the NTE subsystem,
with transaction dates between 10/28/2008 and 2/25/2010 (when I took the
snapshot of the production database).  

 

NTE:SYS-Individual NT Control - 106 records

NTE:SYS-NT Process Control   - 107 records

SYS:Action  - 106 records

 

NTE:Notifier - 1,218 records (down from
12,666 at the time it was cloned on 2/25/2010; production has 22,937
today)

 

The records from the first three tables appear to be related.  All of
the records in SYS:Action that correspond to records in the two NTE:SYS
tables are flagged as Action either CHECKCMDBASSOC or INCREMENT_NUM_TIX.
Has anyone figured out how these records are _supposed_ to be purged,
and any reason(s) why they might not have been?  How about the most
appropriate way to delete them from the system?  I'm pretty sure they
are transactional chaff that I don't want to migrate to my 7.6
application.  I wondered if they were artifacts of the many aremail
service crashes we have been experiencing during the entire time (22
months) that we have had 7.1 in production, but the dates/times of the
residual records do not match up with the dates/times of the areamail
crash logs at all.  The vast majority of the failed transactions are
either "HPD-INC-CustomerReceiptConfirmation" or
"HPD-INC-CustomerResolutionNT" events, with a few
"HPD-INC-AssigneeAssignment" thrown in for variety.  I don't plan to
migrate any of the this data, especially since some of the tables were
deprecated in 7.6 (NTE:SYS-Individual NT Control and NTE:SYS-Group NT
Control were eliminated), but I would like to know why it was left
behind.

 

The records in NTE:Notifier may not be a problem at all. The dates on
the 1,218 records in NTE:Notifier are all between the db clone date
(2/25/2010) and 3/2/2010 (and there are 416 outgoing emails created
between the same dates sitting in AR System Email Messages - service is
disabled on clone - these are all SLM escalations) so maybe this is just
normal traffic that is getting purged at regular intervals.  Again, it
isn't something that I would need to migrate to t

Re: Operational and Product Categorization

[Martinez, Marcelo A]

Funny thing… I was just going over Categorization in the ITSM 7.5 Admin course 
part 1. ☺
One of the examples their fictitious company used in figuring out how to define 
Ops Tiers is:  I need the support to   on my  (I need the 
support to install software on my desktop).
There is also an example of “symptom-based” categorizations. (  ).

I prefer to user Ops Tiers as( or   ) and if OpsTier1 is application, then 
a product must be specified (enforced thru workflow).

Matt is right… good list!

HTH,
Marcelo




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Thursday, March 18, 2010 5:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Operational and Product Categorization

**
For Model #1 we will still use the Product categorizations in addition to the 
Operational Categorizations.  We would just have the CMDB asset on the 3rd 
Tier.  Trying to get as much accurate info into the classification of the 
ticket.

Reporting Requirements was the reason for the two different models.  Reporting 
requirements are very important to us, as well as the routing, approvals, 
resolutions, etc..


In a message dated 3/18/2010 6:01:06 P.M. Eastern Daylight Time, 
m...@worsy.co.uk writes:
**
Kathy

There will be many opinions on this, so I would suggest you analyse from a 
different angle. You need to consider:


1.   Reporting Requirements

2.   Service Level Agreements

3.   Routing Rules

4.   Approval Rules

5.   Task categorisations

6.   Resolution Categorisation

7.   Categorisations for incident vs Change vs Problem vs etc

8.   Multi tenancy of all the above (if applicable)

9.   Maintaining all of the rules above

Once you understand that, it’ll help drive how the Categorisations need to be 
set up.

To answer your questions specifically:


1.   The advantage of Model 2 is the flexibility you can use to create 
Products AND operational Categorisations. Remember with op Cats none of the 
tiers are mandatory (common customisation though) so an end user can select 0, 
1, 2 or all 3 tiers.

2.   No but if you do combine them consider how you would implement CMDB in 
the future and thus have to rework your categorisations.

Personally I find your second option the best, a very high level descriptor 
(Failure) followed by a second describing the area (Performance) followed by a 
layer of extra granularity (Connectivity) for example.

Matt

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: 18 March 2010 9:39 PM
To: arslist@ARSLIST.ORG
Subject: Operational and Product Categorization

**
Hello,

We are trying to figure an approach for operational and product categorizations:

A technical write-up suggested the following for Operational Categorizations:

Model #1
Tier 1:  install (verb)
Tier:2:  Telecommunication (service) Software
Tier 3:  Voicemail (CMDB Asset)

I remember reading that there was some value in having the CMDB asset on Tier 3.

Model #2 option was:
request
network
create account

With Model #2, the CMDB asset is not listed, and we would need to combine the 
Ops with the product categorizations in order to capture the asset.  What are 
the advantages of one option over the other?

Is there any loss if we just use the Operational categorizations?  Are these 6 
fields (Ops and Prod categories) mandatory usually? or are just the Ops 
normally required fields?

I am building the service catalog to start building Operational 
Categorizations.  Does anyone have any recommendations; lessons learned.  This 
is painful.  I have a team that just wants to map the CTI's  into the 
Operational Categorizations.




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Re: Operational and Product Categorization

[Kathy Morris]

For Model #1 we will still use the Product categorizations in addition  to 
the Operational Categorizations.  We would just have the CMDB asset on  the 
3rd Tier.  Trying to get as much accurate info into the classification  of 
the ticket.
 
Reporting Requirements was the reason for the two different models.   
Reporting requirements are very important to us, as well as the routing,  
approvals, resolutions, etc..
 
 
 
In a message dated 3/18/2010 6:01:06 P.M. Eastern Daylight Time,  
m...@worsy.co.uk writes:

** 
 
Kathy 
There  will be many opinions on this, so I would suggest you analyse from a 
different  angle. You need to consider: 
1.Reporting  Requirements 
2.Service  Level Agreements 
3.Routing  Rules 
4.Approval  Rules 
5.Task  categorisations 
6.Resolution  Categorisation 
7.Categorisations  for incident vs Change vs Problem vs etc 
8.Multi  tenancy of all the above (if applicable) 
9.Maintaining  all of the rules above 
Once  you understand that, it’ll help drive how the Categorisations need to 
be set  up. 
To  answer your questions specifically: 
1.The  advantage of Model 2 is the flexibility you can use to 
create Products AND  operational Categorisations. Remember with op Cats none of 
the tiers are  mandatory (common customisation though) so an end user can 
select 0, 1, 2 or  all 3 tiers. 
2.No  but if you do combine them consider how you would implement 
CMDB in the future  and thus have to rework your categorisations. 
Personally  I find your second option the best, a very high level 
descriptor (Failure)  followed by a second describing the area (Performance) 
followed 
by a layer of  extra granularity (Connectivity) for example.  
Matt 
 
From: Action  Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On  Behalf Of Kathy Morris
Sent: 18 March 2010 9:39 PM
To:  arslist@ARSLIST.ORG
Subject: Operational and Product  Categorization
**  
 
Hello,
 

 
We  are trying to figure an approach for operational and product  
categorizations:
 

 
A  technical write-up suggested the following for Operational  
Categorizations:
 

 
Model  #1
 
Tier  1:  install (verb)
 
Tier:2:   Telecommunication (service) Software
 
Tier 3:   Voicemail (CMDB Asset)
 

 
I  remember reading that there was some value in having the CMDB asset on 
Tier  3.
 

 
Model  #2 option was:
 
request
 
network
 
create  account
 

 
With  Model #2, the CMDB asset is not listed, and we would need to combine 
the  Ops with the product categorizations in order to capture the asset.   
What are the advantages of one option over the  other? 
 

 
Is  there any loss if we just use the Operational categorizations?  Are 
these  6 fields (Ops and Prod categories) mandatory usually? or are just the 
Ops  normally required fields?
 

 
I am  building the service catalog to start building Operational  
Categorizations.  Does anyone have any recommendations; lessons  learned.  This 
is 
painful.  I have a team that just wants to map  the CTI's  into the 
Operational  Categorizations.
 

 

 

 

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Re: Return SQL Count to Remedy

[Matt Worsdell]

$LASTCOUNT$ won't work on SQL statement, you either need to 

 

1.   use Select count(*) from tablename where , and use $1$
returned

2.   perform a set field function to return a value from a qualified
search, then use LASTCOUNT from that.

3.   Refresh a table field and use column count

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Andrew Fremont
Sent: 18 March 2010 8:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Return SQL Count to Remedy

 

** 

Thank LJ, Partgeter,

 

The set field using $LASTCOUNT$ right-after direct SQL set field does not
return the correct count. It seems Remedy does not populate this keyword
from the direct SQL. Changing to SELECT COUNT(*) as CNT still no luck...

 

Still exploring other options... if not, we may need to do a set field
action in Remedy with the "Set Field If" part equivalent to the "WHERE"
clause in the SQL statement to get the $LASTCOUNT$

On Thu, Mar 18, 2010 at 1:14 PM, Pargeter, Christie :CO IS
 wrote:

** 

Also try not using the word Count in your AS section.  Sometimes DBs don't
like you using their reserved words here.  What happens if you just do
SELECT COUNT(*) from ... then try SELECT COUNT(*) as CNT from ...

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Thursday, March 18, 2010 12:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Return SQL Count to Remedy

** 

When you do your 'select request_id...' query, create another setfield after
that one and set the field you want with $LASTCOUNT$that's the count of
the last search performed...in this case your direct sql select statement.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Andrew Fremont
Sent: Thursday, March 18, 2010 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Return SQL Count to Remedy

** Hi, 

 

We have some direct SQL in filter action to write data to file on server,
and

we also want to get a number of rows from direct SQL.

 

Is it possible to return the count from the SQL to remedy?

 

We're able to get the column values from the "SQL Result Column" 1 - 10, but
could find the way to get the count. 

 

"SELECT Request_Id ..." returns expected values in "SQL Result Column" 1 -
10

"SELECT COUNT(*) as Count ..." returns NULL for all columns

 

 

ARS 7.0.1 P005
MS SQL 2005

Win Server 2003
MT- 7.1 P006
Microsoft IIS ServletExec/5.0p06

 

Andrew.

Thanks

 

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Re: Operational and Product Categorization

[Matt Worsdell]

Kathy

 

There will be many opinions on this, so I would suggest you analyse from a
different angle. You need to consider:

 

1.   Reporting Requirements

2.   Service Level Agreements

3.   Routing Rules

4.   Approval Rules

5.   Task categorisations

6.   Resolution Categorisation

7.   Categorisations for incident vs Change vs Problem vs etc

8.   Multi tenancy of all the above (if applicable)

9.   Maintaining all of the rules above

 

Once you understand that, it'll help drive how the Categorisations need to
be set up.

 

To answer your questions specifically:

 

1.   The advantage of Model 2 is the flexibility you can use to create
Products AND operational Categorisations. Remember with op Cats none of the
tiers are mandatory (common customisation though) so an end user can select
0, 1, 2 or all 3 tiers.

2.   No but if you do combine them consider how you would implement CMDB
in the future and thus have to rework your categorisations.

 

Personally I find your second option the best, a very high level descriptor
(Failure) followed by a second describing the area (Performance) followed by
a layer of extra granularity (Connectivity) for example. 

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: 18 March 2010 9:39 PM
To: arslist@ARSLIST.ORG
Subject: Operational and Product Categorization

 

** 

Hello,

 

We are trying to figure an approach for operational and product
categorizations:

 

A technical write-up suggested the following for Operational
Categorizations:

 

Model #1

Tier 1:  install (verb)

Tier:2:  Telecommunication (service) Software

Tier 3:  Voicemail (CMDB Asset)

 

I remember reading that there was some value in having the CMDB asset on
Tier 3.

 

Model #2 option was:

request

network

create account

 

With Model #2, the CMDB asset is not listed, and we would need to combine
the Ops with the product categorizations in order to capture the asset.
What are the advantages of one option over the other? 

 

Is there any loss if we just use the Operational categorizations?  Are these
6 fields (Ops and Prod categories) mandatory usually? or are just the Ops
normally required fields?

 

I am building the service catalog to start building Operational
Categorizations.  Does anyone have any recommendations; lessons learned.
This is painful.  I have a team that just wants to map the CTI's  into the
Operational Categorizations.

 

 

 

 

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Are"_ 


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Operational and Product Categorization

[Kathy Morris]

Hello,
 
We are trying to figure an approach for operational and product  
categorizations:
 
A technical write-up suggested the following for Operational  
Categorizations:
 
Model #1
Tier 1:  install (verb)
Tier:2:  Telecommunication (service) Software
Tier 3:  Voicemail (CMDB Asset)
 
I remember reading that there was some value in having the CMDB asset on  
Tier 3.
 
Model #2 option was:
request
network
create account
 
With Model #2, the CMDB asset is not listed, and we would need to  combine 
the Ops with the product categorizations in order to capture the  asset.  
What are the advantages of one option over the other? 
 
Is there any loss if we just use the Operational categorizations?  Are  
these 6 fields (Ops and Prod categories) mandatory usually? or are just the Ops 
 normally required fields?
 
I am building the service catalog to start building Operational  
Categorizations.  Does anyone have any recommendations; lessons  learned.  This 
is 
painful.  I have a team that just wants to map  the CTI's  into the Operational 
Categorizations.
 
 
 
 

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Re: ARSperl on RedHat Linux.

[William Abdo]

Hi Missi,
Thank You for your response.
So let me see here, 
So, if the file is named libuucbmc then the lib is named icuucbmc.
So, if the file is named libicuucbmc is the lib named ibicuucbmc.

But in this case the file is named libicuucbmc and the lib is named
icuucbmc.
Which is why I am confused. So how do we really know the names of the
lib entries?


Respectfully,

William Abdo
Verio - Boca Raton
Remedy Administration Group
561-912-2434



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
Sent: Thursday, March 18, 2010 5:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARSperl on RedHat Linux.

Hi,

The library is called "icuucbmc", and the file is called
"libuucbmc"-something. In the makefile you add the name "icuucbmc" to
the
"-l" switch.

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

> Hi Thilo,
> If you do not mind, for my own knowledge and understanding.
> You said the ARS_LIBS should look like -licuucbmc
> However the real library names are like libicuucbmc
>
> So where does one find the name -licuucbmc if they were looking for
> additional ones?
> Is it like the name libicuucbmc minus the lib part?
>
> Respectfully,
>
> William Abdo
> Verio - Boca Raton
> Remedy Administration Group
> 561-912-2434
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Thilo Stapff
> Sent: Thursday, March 18, 2010 2:26 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARSperl on RedHat Linux.
>
> Looking again at your original post, the line
>
> ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -libicuucbmc
> -libicui18nbmc -libicudatabmc
>
> looks a bit strange. It should rather be:
>
> ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -licuucbmc
> -licui18nbmc -licudatabmc
>
>
>
> Regards,
> Thilo
>
>
>
>
> On 18.03.2010 19:10, William Abdo wrote:
>> Thank You for responding:
>>
>> I did checked the LD_LIBRARY_PATH and the API path is in the list,
see
>> below:
>>
>
LD_LIBRARY_PATH=/opt/oracle/app/oracle/product/11.1.0/client_1/lib:/lib:
>> /usr/lib:/usr2/api75p2/api/lib:/usr2/api75p2/bin:/usr2/api75p2/api:
>>
>> It must be something really obvious.
>>
>> Any Other suggestions of which rock to possibly look under?
>>
>>
>>
>> Respectfully,
>>
>> William Abdo
>> Verio - Boca Raton
>> Remedy Administration Group
>> 561-912-2434
>>
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Thilo Stapff
>> Sent: Thursday, March 18, 2010 1:27 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: ARSperl on RedHat Linux.
>>
>> It might be necessary to add /usr2/api75p2/api to your system's
>> LD_LIBRARY_PATH variable or to run "ldconfig /usr2/api75p2/api".
>>
>>
>> Regards,
>> Thilo
>>
>>
>>
>> On 18.03.2010 17:08, William Abdo wrote:
>>> **
>>>
>>> Hi All,
>>>
>>> I hope your day is going well.
>>>
>>> Maybe I am missing the obvious thing here or something like that.
>>>
>>> I am wondering if anyone else has experienced this issue and can
> maybe
>>> point me in the correct direction.
>>>
>>> On 32 bit Redhat Linux, running ARSperl 1.92 (beta) It does not seem
>> to
>>> find my libraries.
>>>
>>> When I do the perl Makefile.PL I see the following exerts of
results.
>>>
>>> Perl Makefile.PL
>>>
>>> ...
>>>
>>> Generating serverTypeInfoHints.h ..
>>>
>>> Converting C header files to perl modules ..
>>>
>>> Configuring with options:
>>>
>>> ARSVERSION = 7.50
>>>
>>> ARSAPI = /usr2/api75p2/api
>>>
>>> AUTODEFINES = -m32 -g -DDEBUG -D_REENTRANT -lpthread
>>> -Wno-unused-variable -Wuninitialized -DARS32 -DARS452 -malign-double
>>> -DPERL_PATCHLEVEL_IS=8 -DPERL_SUBVERSION_IS=8 -DPERL_BASEREV_IS=50
>>>
>>> ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -libicuucbmc
>>> -libicui18nbmc -libicudatabmc
>>>
>>> Note (probably harmless): No library found for -libicuucbmc
>>>
>>> Note (probably harmless): No library found for -libicui18nbmc
>>>
>>> Note (probably harmless): No library found for -libicudatabmc
>>>
>>> Writing Makefile for ARS
>>>
>>> === ARSperl 'make test' configuration. ===
>>>
>>> ...
>>>
>>> As you can see there are No Errors, just Notes issued.
>>>
>>> So I do the make with questions about the No Library Found lines
>>>
>>> make
>>>
>>> ...
>>>
>>> ...
>>>
>>> gcc: -lpthread: linker input file unused because linking not done
>>>
>>> There are No Errors on the make with the exception of the above
>> message
>>> is issued.
>>>
>>> Make Install is successful with no errors or messages.
>>>
>>> Then the Perl script dies on the "Use ARS;" line in the script.
>>>
>>> In my thinking, the "No library found" is the key.
>>>
>>> When I check the lib path "-L/usr2/api75p2/lib " they are there as
> the
>>> following 32 bit names:.
>>>
>>> ibicui18nbmc.so libicui18nbmc.so.32
>>>
>>> libicuucbmc.so libicuucbmc.so .32
>>>
>>> libicudatabmc.so libicudatabmc.so.32
>>>
>>> Did I miss ch

Re: Taking out the garbage in ITSM 7.0

[Martinez, Marcelo A]

I did not know that the URL pointed to the NTE:Notifier. I was asked to disable 
these as management did not want users accessing ticket information at the 
time. Eventually I would like enable the link at a minimum for support staff.

Christie, Thank you for the clarification.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, March 18, 2010 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Taking out the garbage in ITSM 7.0

**
Marcelo - the escalation is on NTE:Notifier not NTE:Notifier Log.

If you use MidTier the email link that people get when a new ticket is assigned 
to them goes to the NTE:Notifier screen.  Then workflow on that screen takes 
them to the correct form / records.

We had one manager her book mark one of these URLs and after 21 days it stopped 
working since the NTE:Notifier link was deleted.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Thursday, March 18, 2010 11:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Taking out the garbage in ITSM 7.0
**
I must have that escalation disabled or missing... as I have over 500,000 
records in the NTE:Notifier Log since. In fact, if I perform an unqualified 
search, I get an error message after about 1 minute stating "ARERR [8936] 
Compression of file failed".

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, March 18, 2010 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Taking out the garbage in ITSM 7.0

**
I know there is an escalation on NTE:Notifier that will delete records 21 days 
after creation.

When you go to Incident/Change/...'s Audit Log and click on the Notification 
tab that table is displaying records from NTE:Notifier Log.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Thursday, March 18, 2010 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Taking out the garbage in ITSM 7.0
**
While migrating data at the table level from an ARS 7.1 - ITSM 7.0 system 
(cloned from current production) to an ARS 7.5 - ITSM 7.6 system I have noticed 
a fair amount of malingering data in the NTE subsystem, with transaction dates 
between 10/28/2008 and 2/25/2010 (when I took the snapshot of the production 
database).

NTE:SYS-Individual NT Control - 106 records
NTE:SYS-NT Process Control   - 107 records
SYS:Action  - 106 records

NTE:Notifier - 1,218 records (down from 12,666 at 
the time it was cloned on 2/25/2010; production has 22,937 today)

The records from the first three tables appear to be related.  All of the 
records in SYS:Action that correspond to records in the two NTE:SYS tables are 
flagged as Action either CHECKCMDBASSOC or INCREMENT_NUM_TIX.  Has anyone 
figured out how these records are _supposed_ to be purged, and any reason(s) 
why they might not have been?  How about the most appropriate way to delete 
them from the system?  I'm pretty sure they are transactional chaff that I 
don't want to migrate to my 7.6 application.  I wondered if they were artifacts 
of the many aremail service crashes we have been experiencing during the entire 
time (22 months) that we have had 7.1 in production, but the dates/times of the 
residual records do not match up with the dates/times of the areamail crash 
logs at all.  The vast majority of the failed transactions are either 
"HPD-INC-CustomerReceiptConfirmation" or "HPD-INC-CustomerResolutionNT" events, 
with a few "HPD-INC-AssigneeAssignment" thrown in for variety.  I don't plan to 
migrate any of the this data, especially since some of the tables were 
deprecated in 7.6 (NTE:SYS-Individual NT Control and NTE:SYS-Group NT Control 
were eliminated), but I would like to know why it was left behind.

The records in NTE:Notifier may not be a problem at all. The dates on the 1,218 
records in NTE:Notifier are all between the db clone date (2/25/2010) and 
3/2/2010 (and there are 416 outgoing emails created between the same dates 
sitting in AR System Email Messages - service is disabled on clone - these are 
all SLM escalations) so maybe this is just normal traffic that is getting 
purged at regular intervals.  Again, it isn't something that I would need to 
migrate to the 7.6. server.  BTW, there are 577,462 records in the NTE:Notifier 
Log; I'm not sure that there is any value in migrating those, either.

Anyone else had to explore the NTE subsystem for remnants, and take out the 
garbage?

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

[LJ Longwing]

I personally just do select count(*) without an 'as' clause and use $1$...

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Andrew Fremont
Sent: Thursday, March 18, 2010 2:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Return SQL Count to Remedy


** 
Thank LJ, Partgeter,

The set field using $LASTCOUNT$ right-after direct SQL set field does not
return the correct count. It seems Remedy does not populate this keyword
from the direct SQL. Changing to SELECT COUNT(*) as CNT still no luck... 

Still exploring other options... if not, we may need to do a set field
action in Remedy with the "Set Field If" part equivalent to the "WHERE"
clause in the SQL statement to get the $LASTCOUNT$


On Thu, Mar 18, 2010 at 1:14 PM, Pargeter, Christie :CO IS
 wrote:


** 
Also try not using the word Count in your AS section.  Sometimes DBs don't
like you using their reserved words here.  What happens if you just do
SELECT COUNT(*) from ... then try SELECT COUNT(*) as CNT from ...

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Thursday, March 18, 2010 12:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Return SQL Count to Remedy


** 
When you do your 'select request_id...' query, create another setfield after
that one and set the field you want with $LASTCOUNT$that's the count of
the last search performed...in this case your direct sql select statement.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Andrew Fremont
Sent: Thursday, March 18, 2010 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Return SQL Count to Remedy


** Hi, 

We have some direct SQL in filter action to write data to file on server,
and
we also want to get a number of rows from direct SQL.

Is it possible to return the count from the SQL to remedy?

We're able to get the column values from the "SQL Result Column" 1 - 10, but
could find the way to get the count. 

"SELECT Request_Id ..." returns expected values in "SQL Result Column" 1 -
10
"SELECT COUNT(*) as Count ..." returns NULL for all columns


ARS 7.0.1 P005
MS SQL 2005
Win Server 2003
MT- 7.1 P006
Microsoft IIS ServletExec/5.0p06

Andrew.
Thanks

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Answers Are"_ 
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Re: Need to throw custom error message on attachment size

[Jason Miller]

I have used SQL in a set fields action to pull the file size from the
attachment (B) table in the past (we showed the file size in a table field
in a document library).  You could do that with a filter and then throw your
own error if it exceeds the threshold.

The downside is that you need to allow the attachment to submit to the db
before you can read the value.  This could allow a potential performance hit
of converting/compressing an excessively large file, inserting it and then
throwing an error just to roll back the transaction.

Jason

On Thu, Mar 11, 2010 at 4:33 AM, Bhupesh Gupta
wrote:

> ** How can this be achieved. Is there any option in AL or Filter?
>
> --
> Regards,
> Bhupesh Gupta
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Re: Return SQL Count to Remedy

[Andrew Fremont]

Thank LJ, Partgeter,

The set field using $LASTCOUNT$ right-after direct SQL set field does not
return the correct count. It seems Remedy does not populate
this keyword from the direct SQL. Changing to SELECT COUNT(*) as CNT still
no luck...

Still exploring other options... if not, we may need to do a set field
action in Remedy with the "Set Field If" part equivalent to the "WHERE"
clause in the SQL statement to get the $LASTCOUNT$

On Thu, Mar 18, 2010 at 1:14 PM, Pargeter, Christie :CO IS  wrote:

> **
> Also try not using the word Count in your AS section.  Sometimes DBs don't
> like you using their reserved words here.  What happens if you just do
> SELECT COUNT(*) from ... then try SELECT COUNT(*) as CNT from ...
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *LJ Longwing
> *Sent:* Thursday, March 18, 2010 12:48 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Return SQL Count to Remedy
>
> **
> When you do your 'select request_id...' query, create another setfield
> after that one and set the field you want with $LASTCOUNT$that's the
> count of the last search performed...in this case your direct sql select
> statement.
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Andrew Fremont
> *Sent:* Thursday, March 18, 2010 1:43 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Return SQL Count to Remedy
>
> ** Hi,
>
> We have some direct SQL in filter action to write data to file on server,
> and
> we also want to get a number of rows from direct SQL.
>
> Is it possible to return the count from the SQL to remedy?
>
> We're able to get the column values from the "SQL Result Column" 1 - 10,
> but could find the way to get the count.
>
>  "SELECT Request_Id ..." returns expected values in "SQL Result Column" 1
> - 10
>  "SELECT COUNT(*) as Count ..." returns NULL for all columns
>
>
> ARS 7.0.1 P005
> MS SQL 2005
> Win Server 2003
> MT- 7.1 P006
> Microsoft IIS ServletExec/5.0p06
>
> Andrew.
> Thanks
>
> _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"_
>

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Re: ARSperl on RedHat Linux.

[Misi Mladoniczky]

Hi,

The library is called "icuucbmc", and the file is called
"libuucbmc"-something. In the makefile you add the name "icuucbmc" to the
"-l" switch.

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

> Hi Thilo,
> If you do not mind, for my own knowledge and understanding.
> You said the ARS_LIBS should look like -licuucbmc
> However the real library names are like libicuucbmc
>
> So where does one find the name -licuucbmc if they were looking for
> additional ones?
> Is it like the name libicuucbmc minus the lib part?
>
> Respectfully,
>
> William Abdo
> Verio - Boca Raton
> Remedy Administration Group
> 561-912-2434
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Thilo Stapff
> Sent: Thursday, March 18, 2010 2:26 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARSperl on RedHat Linux.
>
> Looking again at your original post, the line
>
> ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -libicuucbmc
> -libicui18nbmc -libicudatabmc
>
> looks a bit strange. It should rather be:
>
> ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -licuucbmc
> -licui18nbmc -licudatabmc
>
>
>
> Regards,
> Thilo
>
>
>
>
> On 18.03.2010 19:10, William Abdo wrote:
>> Thank You for responding:
>>
>> I did checked the LD_LIBRARY_PATH and the API path is in the list, see
>> below:
>>
> LD_LIBRARY_PATH=/opt/oracle/app/oracle/product/11.1.0/client_1/lib:/lib:
>> /usr/lib:/usr2/api75p2/api/lib:/usr2/api75p2/bin:/usr2/api75p2/api:
>>
>> It must be something really obvious.
>>
>> Any Other suggestions of which rock to possibly look under?
>>
>>
>>
>> Respectfully,
>>
>> William Abdo
>> Verio - Boca Raton
>> Remedy Administration Group
>> 561-912-2434
>>
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Thilo Stapff
>> Sent: Thursday, March 18, 2010 1:27 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: ARSperl on RedHat Linux.
>>
>> It might be necessary to add /usr2/api75p2/api to your system's
>> LD_LIBRARY_PATH variable or to run "ldconfig /usr2/api75p2/api".
>>
>>
>> Regards,
>> Thilo
>>
>>
>>
>> On 18.03.2010 17:08, William Abdo wrote:
>>> **
>>>
>>> Hi All,
>>>
>>> I hope your day is going well.
>>>
>>> Maybe I am missing the obvious thing here or something like that.
>>>
>>> I am wondering if anyone else has experienced this issue and can
> maybe
>>> point me in the correct direction.
>>>
>>> On 32 bit Redhat Linux, running ARSperl 1.92 (beta) It does not seem
>> to
>>> find my libraries.
>>>
>>> When I do the perl Makefile.PL I see the following exerts of results.
>>>
>>> Perl Makefile.PL
>>>
>>> ...
>>>
>>> Generating serverTypeInfoHints.h ..
>>>
>>> Converting C header files to perl modules ..
>>>
>>> Configuring with options:
>>>
>>> ARSVERSION = 7.50
>>>
>>> ARSAPI = /usr2/api75p2/api
>>>
>>> AUTODEFINES = -m32 -g -DDEBUG -D_REENTRANT -lpthread
>>> -Wno-unused-variable -Wuninitialized -DARS32 -DARS452 -malign-double
>>> -DPERL_PATCHLEVEL_IS=8 -DPERL_SUBVERSION_IS=8 -DPERL_BASEREV_IS=50
>>>
>>> ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -libicuucbmc
>>> -libicui18nbmc -libicudatabmc
>>>
>>> Note (probably harmless): No library found for -libicuucbmc
>>>
>>> Note (probably harmless): No library found for -libicui18nbmc
>>>
>>> Note (probably harmless): No library found for -libicudatabmc
>>>
>>> Writing Makefile for ARS
>>>
>>> === ARSperl 'make test' configuration. ===
>>>
>>> ...
>>>
>>> As you can see there are No Errors, just Notes issued.
>>>
>>> So I do the make with questions about the No Library Found lines
>>>
>>> make
>>>
>>> ...
>>>
>>> ...
>>>
>>> gcc: -lpthread: linker input file unused because linking not done
>>>
>>> There are No Errors on the make with the exception of the above
>> message
>>> is issued.
>>>
>>> Make Install is successful with no errors or messages.
>>>
>>> Then the Perl script dies on the "Use ARS;" line in the script.
>>>
>>> In my thinking, the "No library found" is the key.
>>>
>>> When I check the lib path "-L/usr2/api75p2/lib " they are there as
> the
>>> following 32 bit names:.
>>>
>>> ibicui18nbmc.so libicui18nbmc.so.32
>>>
>>> libicuucbmc.so libicuucbmc.so .32
>>>
>>> libicudatabmc.so libicudatabmc.so.32
>>>
>>> Did I miss checking something or is there something in the
> Makefile.PL
>> I
>>> missed configuring?
>>>
>>> Any assistance is appreciated.
>>>
>>> Respectfully,
>>>
>>> William Abdo
>>>
>>> Verio - Boca Raton
>>>
>>> Remedy Administration Group
>>>
>>> 561-912-2434
>>>
>>> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
>> Answers
>>> Are"_
>>
>>
> 
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>>
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Re: Need to throw custom error message on attachment size

[Joe DeSouza]

Not until the user attempts to save, if the attachment is larger than the 
allowed limit, it will error out..

Joe




From: Bhupesh Gupta 
To: arslist@ARSLIST.ORG
Sent: Thu, March 11, 2010 6:33:39 AM
Subject: Need to throw custom error message on attachment size

** How can this be achieved. Is there any option in AL or Filter?

-- 
Regards,
Bhupesh Gupta



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Re: ARSperl on RedHat Linux.

[William Abdo]

Hi Thilo,
If you do not mind, for my own knowledge and understanding.
You said the ARS_LIBS should look like -licuucbmc
However the real library names are like libicuucbmc

So where does one find the name -licuucbmc if they were looking for
additional ones?
Is it like the name libicuucbmc minus the lib part?

Respectfully,

William Abdo
Verio - Boca Raton
Remedy Administration Group
561-912-2434



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Thilo Stapff
Sent: Thursday, March 18, 2010 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARSperl on RedHat Linux.

Looking again at your original post, the line

ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -libicuucbmc 
-libicui18nbmc -libicudatabmc

looks a bit strange. It should rather be:

ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -licuucbmc 
-licui18nbmc -licudatabmc



Regards,
Thilo




On 18.03.2010 19:10, William Abdo wrote:
> Thank You for responding:
>
> I did checked the LD_LIBRARY_PATH and the API path is in the list, see
> below:
>
LD_LIBRARY_PATH=/opt/oracle/app/oracle/product/11.1.0/client_1/lib:/lib:
> /usr/lib:/usr2/api75p2/api/lib:/usr2/api75p2/bin:/usr2/api75p2/api:
>
> It must be something really obvious.
>
> Any Other suggestions of which rock to possibly look under?
>
>
>
> Respectfully,
>
> William Abdo
> Verio - Boca Raton
> Remedy Administration Group
> 561-912-2434
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Thilo Stapff
> Sent: Thursday, March 18, 2010 1:27 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARSperl on RedHat Linux.
>
> It might be necessary to add /usr2/api75p2/api to your system's
> LD_LIBRARY_PATH variable or to run "ldconfig /usr2/api75p2/api".
>
>
> Regards,
> Thilo
>
>
>
> On 18.03.2010 17:08, William Abdo wrote:
>> **
>>
>> Hi All,
>>
>> I hope your day is going well.
>>
>> Maybe I am missing the obvious thing here or something like that.
>>
>> I am wondering if anyone else has experienced this issue and can
maybe
>> point me in the correct direction.
>>
>> On 32 bit Redhat Linux, running ARSperl 1.92 (beta) It does not seem
> to
>> find my libraries.
>>
>> When I do the perl Makefile.PL I see the following exerts of results.
>>
>> Perl Makefile.PL
>>
>> ...
>>
>> Generating serverTypeInfoHints.h ..
>>
>> Converting C header files to perl modules ..
>>
>> Configuring with options:
>>
>> ARSVERSION = 7.50
>>
>> ARSAPI = /usr2/api75p2/api
>>
>> AUTODEFINES = -m32 -g -DDEBUG -D_REENTRANT -lpthread
>> -Wno-unused-variable -Wuninitialized -DARS32 -DARS452 -malign-double
>> -DPERL_PATCHLEVEL_IS=8 -DPERL_SUBVERSION_IS=8 -DPERL_BASEREV_IS=50
>>
>> ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -libicuucbmc
>> -libicui18nbmc -libicudatabmc
>>
>> Note (probably harmless): No library found for -libicuucbmc
>>
>> Note (probably harmless): No library found for -libicui18nbmc
>>
>> Note (probably harmless): No library found for -libicudatabmc
>>
>> Writing Makefile for ARS
>>
>> === ARSperl 'make test' configuration. ===
>>
>> ...
>>
>> As you can see there are No Errors, just Notes issued.
>>
>> So I do the make with questions about the No Library Found lines
>>
>> make
>>
>> ...
>>
>> ...
>>
>> gcc: -lpthread: linker input file unused because linking not done
>>
>> There are No Errors on the make with the exception of the above
> message
>> is issued.
>>
>> Make Install is successful with no errors or messages.
>>
>> Then the Perl script dies on the "Use ARS;" line in the script.
>>
>> In my thinking, the "No library found" is the key.
>>
>> When I check the lib path "-L/usr2/api75p2/lib " they are there as
the
>> following 32 bit names:.
>>
>> ibicui18nbmc.so libicui18nbmc.so.32
>>
>> libicuucbmc.so libicuucbmc.so .32
>>
>> libicudatabmc.so libicudatabmc.so.32
>>
>> Did I miss checking something or is there something in the
Makefile.PL
> I
>> missed configuring?
>>
>> Any assistance is appreciated.
>>
>> Respectfully,
>>
>> William Abdo
>>
>> Verio - Boca Raton
>>
>> Remedy Administration Group
>>
>> 561-912-2434
>>
>> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
> Answers
>> Are"_
>
>

> ___
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Re: Taking out the garbage in ITSM 7.0

[Pargeter, Christie :CO IS]

Marcelo - the escalation is on NTE:Notifier not NTE:Notifier Log.
 
If you use MidTier the email link that people get when a new ticket is
assigned to them goes to the NTE:Notifier screen.  Then workflow on that
screen takes them to the correct form / records.
 
We had one manager her book mark one of these URLs and after 21 days it
stopped working since the NTE:Notifier link was deleted.



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Thursday, March 18, 2010 11:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Taking out the garbage in ITSM 7.0


** 

I must have that escalation disabled or missing... as I have over
500,000 records in the NTE:Notifier Log since. In fact, if I perform an
unqualified search, I get an error message after about 1 minute stating
"ARERR [8936] Compression of file failed".

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, March 18, 2010 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Taking out the garbage in ITSM 7.0

 

** 

I know there is an escalation on NTE:Notifier that will delete records
21 days after creation.

 

When you go to Incident/Change/...'s Audit Log and click on the
Notification tab that table is displaying records from NTE:Notifier Log.

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Thursday, March 18, 2010 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Taking out the garbage in ITSM 7.0

** 

While migrating data at the table level from an ARS 7.1 - ITSM 7.0
system (cloned from current production) to an ARS 7.5 - ITSM 7.6 system
I have noticed a fair amount of malingering data in the NTE subsystem,
with transaction dates between 10/28/2008 and 2/25/2010 (when I took the
snapshot of the production database).  

 

NTE:SYS-Individual NT Control - 106 records

NTE:SYS-NT Process Control   - 107 records

SYS:Action  - 106 records

 

NTE:Notifier - 1,218 records (down from
12,666 at the time it was cloned on 2/25/2010; production has 22,937
today)

 

The records from the first three tables appear to be related.  All of
the records in SYS:Action that correspond to records in the two NTE:SYS
tables are flagged as Action either CHECKCMDBASSOC or INCREMENT_NUM_TIX.
Has anyone figured out how these records are _supposed_ to be purged,
and any reason(s) why they might not have been?  How about the most
appropriate way to delete them from the system?  I'm pretty sure they
are transactional chaff that I don't want to migrate to my 7.6
application.  I wondered if they were artifacts of the many aremail
service crashes we have been experiencing during the entire time (22
months) that we have had 7.1 in production, but the dates/times of the
residual records do not match up with the dates/times of the areamail
crash logs at all.  The vast majority of the failed transactions are
either "HPD-INC-CustomerReceiptConfirmation" or
"HPD-INC-CustomerResolutionNT" events, with a few
"HPD-INC-AssigneeAssignment" thrown in for variety.  I don't plan to
migrate any of the this data, especially since some of the tables were
deprecated in 7.6 (NTE:SYS-Individual NT Control and NTE:SYS-Group NT
Control were eliminated), but I would like to know why it was left
behind.

 

The records in NTE:Notifier may not be a problem at all. The dates on
the 1,218 records in NTE:Notifier are all between the db clone date
(2/25/2010) and 3/2/2010 (and there are 416 outgoing emails created
between the same dates sitting in AR System Email Messages - service is
disabled on clone - these are all SLM escalations) so maybe this is just
normal traffic that is getting purged at regular intervals.  Again, it
isn't something that I would need to migrate to the 7.6. server.  BTW,
there are 577,462 records in the NTE:Notifier Log; I'm not sure that
there is any value in migrating those, either.

 

Anyone else had to explore the NTE subsystem for remnants, and take out
the garbage?

 

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

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Re: Return SQL Count to Remedy

[Pargeter, Christie :CO IS]

Also try not using the word Count in your AS section.  Sometimes DBs
don't like you using their reserved words here.  What happens if you
just do SELECT COUNT(*) from ... then try SELECT COUNT(*) as CNT from
...



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Thursday, March 18, 2010 12:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Return SQL Count to Remedy


** 
When you do your 'select request_id...' query, create another setfield
after that one and set the field you want with $LASTCOUNT$that's the
count of the last search performed...in this case your direct sql select
statement.



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Andrew Fremont
Sent: Thursday, March 18, 2010 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Return SQL Count to Remedy


** Hi, 

We have some direct SQL in filter action to write data to file on
server, and
we also want to get a number of rows from direct SQL.

Is it possible to return the count from the SQL to remedy?

We're able to get the column values from the "SQL Result Column" 1 - 10,
but could find the way to get the count. 

"SELECT Request_Id ..." returns expected values in "SQL Result Column" 1
- 10
"SELECT COUNT(*) as Count ..." returns NULL for all columns


ARS 7.0.1 P005
MS SQL 2005
Win Server 2003
MT- 7.1 P006
Microsoft IIS ServletExec/5.0p06

Andrew.
Thanks

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Re: Report on Audit Data

[Benedetto Cantatore]

Wow you're timing is good.  I just finished writing this report.  The
forms you want to report against are HPD:HelpDesk AuditLogSystem for
incident and CHG:ChangeRequest_AuditLogSystem fpr change.  I used the
field Original Request ID to map to Request ID (not to be confused with
Infrastructure Change ID).  The report simply shows:
 
Audit Date
User
Log
 
Hope this is useful.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> kim.sant...@phaseforward.com 03/18/10 1:44 PM >>>

** Change Management 7.0.02 Field 'ASCHG" is set up for auditing.  
Audit Option: is set to "Audit" and Audit Log Key: is set to "None". Is
it possible to report on the audited data?  Looks like the data is
captured in form:CHG:Change Request Audit (in which table points to
CHG:ChangeRequest_AuditLogSystem).Tried looking through the Developers
Reference Guide and looking for some Data Dictionary document. I've had
no luck.   Kimberly
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Re: Return SQL Count to Remedy

[LJ Longwing]

When you do your 'select request_id...' query, create another setfield after
that one and set the field you want with $LASTCOUNT$that's the count of
the last search performed...in this case your direct sql select statement.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Andrew Fremont
Sent: Thursday, March 18, 2010 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Return SQL Count to Remedy


** Hi, 

We have some direct SQL in filter action to write data to file on server,
and
we also want to get a number of rows from direct SQL.

Is it possible to return the count from the SQL to remedy?

We're able to get the column values from the "SQL Result Column" 1 - 10, but
could find the way to get the count. 

"SELECT Request_Id ..." returns expected values in "SQL Result Column" 1 -
10
"SELECT COUNT(*) as Count ..." returns NULL for all columns


ARS 7.0.1 P005
MS SQL 2005
Win Server 2003
MT- 7.1 P006
Microsoft IIS ServletExec/5.0p06

Andrew.
Thanks

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Return SQL Count to Remedy

[Andrew Fremont]

Hi,

We have some direct SQL in filter action to write data to file on server,
and
we also want to get a number of rows from direct SQL.

Is it possible to return the count from the SQL to remedy?

We're able to get the column values from the "SQL Result Column" 1 - 10, but
could find the way to get the count.

"SELECT Request_Id ..." returns expected values in "SQL Result Column" 1 -
10
"SELECT COUNT(*) as Count ..." returns NULL for all columns


ARS 7.0.1 P005
MS SQL 2005
Win Server 2003
MT- 7.1 P006
Microsoft IIS ServletExec/5.0p06

Andrew.
Thanks

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Re: Email Engine 6.3 Performance issue

[Brittain, Mark]

Hi Ron,

I am on 6.3 patch 24 and had a similar problem about 2 years ago. I added a 
second mailbox and roughly load balanced by sending external mail (customer 
updates) though one box and internal mail (ticket assignments) out the other. 
As suggested below I delete after send.

Check your polling interval which by default is 2 minutes as well as the number 
of emails, default 100, sent per polling. I have not changed the number per 
polling but dropped the polling to 1 minute. Have not had a problem with 
outgoing mail since.

Mark


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Thursday, March 18, 2010 3:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Engine 6.3 Performance issue

The first thing to check is how many emails do you have in your "AR System 
Email Messages" form.  Purge all that you can

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Suwanski, Ron
Sent: Thursday, March 18, 2010 12:10 PM
To: arslist@ARSLIST.ORG
Subject: Email Engine 6.3 Performance issue

**
We are experiencing about an hour and a half delay in the sending of emails 
from Remedy in version 6.3.  Any idea how I can improve the performance?? I 
have seen items for 7.0 but I am on 6.3.

Ron Suwanski
Remedy Administrator / Developer

DeVry Inc.
814 Commerce Drive
Oakbrook, IL 60523-8822

p: 630.472.2209
e: rsuwan...@devry.com

www.devry.edu

[cid:image001.jpg@01CAC6B0.A0CD6700]


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Re: Problem with JAVA API

[LJ Longwing]

Before doing a login, debug and verify that the various userInfo properties
are set to the expected values to verify your getProperties is working
properly.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillermo Alfredo Torres Barron
Sent: Thursday, March 18, 2010 1:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Problem with JAVA API

Hi
I add the instruction userInfo.login(); in the java program, but appear the
same error

ERROR (91): RPC call failed; ONC/RPC call timed out

Thanks
Regards

-Mensaje original-
De: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] En nombre de Jarl Grøneng Enviado el:
Miércoles, 17 de Marzo de 2010 11:59 p.m.
Para: arslist@ARSLIST.ORG
Asunto: Re: Problem with JAVA API

Seems like you mising the the login part.

userInfo = new ARServerUser();
userInfo.setServer(misPropiedades.getProperty("datos.arserver"));
userInfo.setUser(misPropiedades.getProperty("datos.aruser"));
userInfo.setPassword(misPropiedades.getProperty("datos.arpass"));
userInfo.setPort(Integer.parseInt(misPropiedades.getProperty("datos.arport")
));
   try
   {
userInfo.login();
userInfo.verifyUser();
...
...

--
Jarl



2010/3/18 Guillermo Alfredo Torres Barron
:
> Hi dear listers
> I try to do a java program with java api 7.1, the program compile 
> without errors but run it appear the next
>
> ERROR (91): RPC call failed; ONC/RPC call timed out
>
> I send you a extract of the program
>
> import com.bmc.arsys.api.*;
> import java.io.*;
> import java.lang.*;
> import java.util.*;
> import java.text.SimpleDateFormat;
> import java.lang.Integer;
>
> public class carga_indicadores
> {
> 
> static void connect()
> {
>String ruta = "conn.conf";
>Properties misPropiedades = new Properties();
>try
>{
>misPropiedades.load(new FileInputStream(ruta));
>}
>catch (Exception e)
>{
>System.out.println("Error configuration file: "+e);
>System.exit(1);
>}
>userInfo = new ARServerUser();
>
> userInfo.setServer(misPropiedades.getProperty("datos.arserver"));
>userInfo.setUser(misPropiedades.getProperty("datos.aruser"));
>
> userInfo.setPassword(misPropiedades.getProperty("datos.arpass"));
>
> userInfo.setPort(Integer.parseInt(misPropiedades.getProperty("datos.ar
> po
> rt")));
>try
>{
>userInfo.verifyUser();
>}
>catch (ARException e)
>{
>//This exception is triggered by a bad server, password 
> or,
>//if guest access is turned off, by an unknown username.
>System.out.println("Error usuario: "+e);
>//Clear memory used by our user context object
>userInfo.clear();
>System.exit(1);
>}
>System.out.print("Conectado."); .
> }
>
> Any idea is good for us
> Thanks in advance
> Regards
>
>
>

...
> Este correo electronico es confidencial y/o puede contener informacion
privilegiada.
> Si usted no es su destinatario o no es alguna persona autorizada por este
para recibir sus correos electronicos, NO debera usted utilizar, copiar,
revelar, o tomar ninguna accion basada en este correo electronico o
cualquier otra informacion incluida en el, favor de notificar al remitente
de inmediato mediante el reenvio de este correo electronico y borrar a
continuacion totalmente este correo electronico y sus anexos.
> Nota: Los acentos y caracteres especiales fueron omitidos para su correcta
lectura en cualquier medio electronico.
>
> This e-mail is confidential and/or may contain privileged information.
> If you are not the addressee or authorized to receive this for the 
> addressee, you must not use, copy, disclose, or take any action based on
this message or any other information herein, please advise the sender
immediately by reply this e-mail and delete this e-mail and  its
attachments.
>

...
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
>


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...
Este correo electronico es confidencial y/o puede contener informacion
privilegiada.
Si usted no es su destinatario o no es alguna persona autorizada por este
para recibir sus correos electronicos, NO debera u

Re: Email Engine 6.3 Performance issue

[Grooms, Frederick W]

The first thing to check is how many emails do you have in your "AR System 
Email Messages" form.  Purge all that you can

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Suwanski, Ron
Sent: Thursday, March 18, 2010 12:10 PM
To: arslist@ARSLIST.ORG
Subject: Email Engine 6.3 Performance issue

**
We are experiencing about an hour and a half delay in the sending of emails 
from Remedy in version 6.3.  Any idea how I can improve the performance?? I 
have seen items for 7.0 but I am on 6.3.

Ron Suwanski
Remedy Administrator / Developer

DeVry Inc.
814 Commerce Drive
Oakbrook, IL 60523-8822

p: 630.472.2209
e: rsuwan...@devry.com

www.devry.edu

[cid:image001.jpg@01CAC6A7.029DBB10]



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<>

Re: Problem with JAVA API

[Guillermo Alfredo Torres Barron]

Hi
I add the instruction userInfo.login(); in the java program, but appear the 
same error

ERROR (91): RPC call failed; ONC/RPC call timed out

Thanks
Regards

-Mensaje original-
De: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] 
En nombre de Jarl Grøneng
Enviado el: Miércoles, 17 de Marzo de 2010 11:59 p.m.
Para: arslist@ARSLIST.ORG
Asunto: Re: Problem with JAVA API

Seems like you mising the the login part.

userInfo = new ARServerUser();
userInfo.setServer(misPropiedades.getProperty("datos.arserver"));
userInfo.setUser(misPropiedades.getProperty("datos.aruser"));
userInfo.setPassword(misPropiedades.getProperty("datos.arpass"));
userInfo.setPort(Integer.parseInt(misPropiedades.getProperty("datos.arport")));
   try
   {
userInfo.login();
userInfo.verifyUser();
...
...

--
Jarl



2010/3/18 Guillermo Alfredo Torres Barron :
> Hi dear listers
> I try to do a java program with java api 7.1, the program compile
> without errors but run it appear the next
>
> ERROR (91): RPC call failed; ONC/RPC call timed out
>
> I send you a extract of the program
>
> import com.bmc.arsys.api.*;
> import java.io.*;
> import java.lang.*;
> import java.util.*;
> import java.text.SimpleDateFormat;
> import java.lang.Integer;
>
> public class carga_indicadores
> {
> 
> static void connect()
> {
>String ruta = "conn.conf";
>Properties misPropiedades = new Properties();
>try
>{
>misPropiedades.load(new FileInputStream(ruta));
>}
>catch (Exception e)
>{
>System.out.println("Error configuration file: "+e);
>System.exit(1);
>}
>userInfo = new ARServerUser();
>
> userInfo.setServer(misPropiedades.getProperty("datos.arserver"));
>userInfo.setUser(misPropiedades.getProperty("datos.aruser"));
>
> userInfo.setPassword(misPropiedades.getProperty("datos.arpass"));
>
> userInfo.setPort(Integer.parseInt(misPropiedades.getProperty("datos.arpo
> rt")));
>try
>{
>userInfo.verifyUser();
>}
>catch (ARException e)
>{
>//This exception is triggered by a bad server, password
> or,
>//if guest access is turned off, by an unknown username.
>System.out.println("Error usuario: "+e);
>//Clear memory used by our user context object
>userInfo.clear();
>System.exit(1);
>}
>System.out.print("Conectado.");
> .
> }
>
> Any idea is good for us
> Thanks in advance
> Regards
>
>
> ...
> Este correo electronico es confidencial y/o puede contener informacion 
> privilegiada.
> Si usted no es su destinatario o no es alguna persona autorizada por este 
> para recibir sus correos electronicos, NO debera usted utilizar, copiar, 
> revelar, o tomar ninguna accion basada en este correo electronico o cualquier 
> otra informacion incluida en el, favor de notificar al remitente de inmediato 
> mediante el reenvio de este correo electronico y borrar a continuacion 
> totalmente este correo electronico y sus anexos.
> Nota: Los acentos y caracteres especiales fueron omitidos para su correcta 
> lectura en cualquier medio electronico.
>
> This e-mail is confidential and/or may contain privileged information.
> If you are not the addressee or authorized to receive this for the addressee, 
> you must not use, copy, disclose, or take any action based on this message or 
> any
> other information herein, please advise the sender immediately by reply this 
> e-mail and delete this e-mail and  its attachments.
> ...
>
> ___
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> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
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...
Este correo electronico es confidencial y/o puede contener informacion 
privilegiada.
Si usted no es su destinatario o no es alguna persona autorizada por este para 
recibir sus correos electronicos, NO debera usted utilizar, copiar, revelar, o 
tomar ninguna accion basada en este correo electronico o cualquier otra 
informacion incluida en el, favor de notificar al remitente de inmediato 
mediante el reenvio de este correo electronico y borrar a continuacion 
totalmente este correo electronico y sus anexos.
Nota: Los acentos y caracteres especiales fueron omitidos para su correcta 
lectura e

Re: Client fires different from Midtier.

[Joe DeSouza]

That is indeed strange..

Does the same thing happen when you try to set a date to the current form? Or 
does that happen only for dialogs?

If it works correctly on the current form, what you could try doing as a 
workaround is set it to the current form, and then pass that value on Window 
Open to the dialog and see if it works correctly that way.

Joe




From: John Kelley 
To: arslist@ARSLIST.ORG
Sent: Wed, March 17, 2010 2:01:32 PM
Subject: Client fires different from Midtier.


Hi List 

I have a weird situation where on Open window a Date field is set correct 
through the client (4/1/2010) but not correct through the midtier (1/1/) 

Can someone tell me if my approach here is correct or sufggest ssomething 
different? 

What we are doing:  On window open a field needs to be set 15 days later than 
today.   
dateplus15days = $DATE$+(((60*60)*24)*15) 


I cleared the Midtier cache.   
Still the same result.   

ARS 7.1 Patch6 


JK




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Re: Taking out the garbage in ITSM 7.0

[strauss]

Okay, then I DO need to migrate the 577,462 records in the NTE:Notifier Log 
over if I want the Incident (etc.) Audit Log forms to work properly.  I had 
already brought over 193,441 records from HPD:HelpDesk_AuditLogSystem, so that 
part of the Incident Audit Log is populated.  I have rrrchive chewing on it now.

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 Pargeter, Christie :CO IS
Sent: Thursday, March 18, 2010 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Taking out the garbage in ITSM 7.0

**
I know there is an escalation on NTE:Notifier that will delete records 21 days 
after creation.

When you go to Incident/Change/...'s Audit Log and click on the Notification 
tab that table is displaying records from NTE:Notifier Log.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Thursday, March 18, 2010 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Taking out the garbage in ITSM 7.0
**
While migrating data at the table level from an ARS 7.1 - ITSM 7.0 system 
(cloned from current production) to an ARS 7.5 - ITSM 7.6 system I have noticed 
a fair amount of malingering data in the NTE subsystem, with transaction dates 
between 10/28/2008 and 2/25/2010 (when I took the snapshot of the production 
database).

NTE:SYS-Individual NT Control - 106 records
NTE:SYS-NT Process Control   - 107 records
SYS:Action  - 106 records

NTE:Notifier - 1,218 records (down from 12,666 at 
the time it was cloned on 2/25/2010; production has 22,937 today)

The records from the first three tables appear to be related.  All of the 
records in SYS:Action that correspond to records in the two NTE:SYS tables are 
flagged as Action either CHECKCMDBASSOC or INCREMENT_NUM_TIX.  Has anyone 
figured out how these records are _supposed_ to be purged, and any reason(s) 
why they might not have been?  How about the most appropriate way to delete 
them from the system?  I'm pretty sure they are transactional chaff that I 
don't want to migrate to my 7.6 application.  I wondered if they were artifacts 
of the many aremail service crashes we have been experiencing during the entire 
time (22 months) that we have had 7.1 in production, but the dates/times of the 
residual records do not match up with the dates/times of the areamail crash 
logs at all.  The vast majority of the failed transactions are either 
"HPD-INC-CustomerReceiptConfirmation" or "HPD-INC-CustomerResolutionNT" events, 
with a few "HPD-INC-AssigneeAssignment" thrown in for variety.  I don't plan to 
migrate any of the this data, especially since some of the tables were 
deprecated in 7.6 (NTE:SYS-Individual NT Control and NTE:SYS-Group NT Control 
were eliminated), but I would like to know why it was left behind.

The records in NTE:Notifier may not be a problem at all. The dates on the 1,218 
records in NTE:Notifier are all between the db clone date (2/25/2010) and 
3/2/2010 (and there are 416 outgoing emails created between the same dates 
sitting in AR System Email Messages - service is disabled on clone - these are 
all SLM escalations) so maybe this is just normal traffic that is getting 
purged at regular intervals.  Again, it isn't something that I would need to 
migrate to the 7.6. server.  BTW, there are 577,462 records in the NTE:Notifier 
Log; I'm not sure that there is any value in migrating those, either.

Anyone else had to explore the NTE subsystem for remnants, and take out the 
garbage?

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
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Re: Taking out the garbage in ITSM 7.0

[Martinez, Marcelo A]

I must have that escalation disabled or missing... as I have over 500,000 
records in the NTE:Notifier Log since. In fact, if I perform an unqualified 
search, I get an error message after about 1 minute stating "ARERR [8936] 
Compression of file failed".

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, March 18, 2010 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Taking out the garbage in ITSM 7.0

**
I know there is an escalation on NTE:Notifier that will delete records 21 days 
after creation.

When you go to Incident/Change/...'s Audit Log and click on the Notification 
tab that table is displaying records from NTE:Notifier Log.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Thursday, March 18, 2010 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Taking out the garbage in ITSM 7.0
**
While migrating data at the table level from an ARS 7.1 - ITSM 7.0 system 
(cloned from current production) to an ARS 7.5 - ITSM 7.6 system I have noticed 
a fair amount of malingering data in the NTE subsystem, with transaction dates 
between 10/28/2008 and 2/25/2010 (when I took the snapshot of the production 
database).

NTE:SYS-Individual NT Control - 106 records
NTE:SYS-NT Process Control   - 107 records
SYS:Action  - 106 records

NTE:Notifier - 1,218 records (down from 12,666 at 
the time it was cloned on 2/25/2010; production has 22,937 today)

The records from the first three tables appear to be related.  All of the 
records in SYS:Action that correspond to records in the two NTE:SYS tables are 
flagged as Action either CHECKCMDBASSOC or INCREMENT_NUM_TIX.  Has anyone 
figured out how these records are _supposed_ to be purged, and any reason(s) 
why they might not have been?  How about the most appropriate way to delete 
them from the system?  I'm pretty sure they are transactional chaff that I 
don't want to migrate to my 7.6 application.  I wondered if they were artifacts 
of the many aremail service crashes we have been experiencing during the entire 
time (22 months) that we have had 7.1 in production, but the dates/times of the 
residual records do not match up with the dates/times of the areamail crash 
logs at all.  The vast majority of the failed transactions are either 
"HPD-INC-CustomerReceiptConfirmation" or "HPD-INC-CustomerResolutionNT" events, 
with a few "HPD-INC-AssigneeAssignment" thrown in for variety.  I don't plan to 
migrate any of the this data, especially since some of the tables were 
deprecated in 7.6 (NTE:SYS-Individual NT Control and NTE:SYS-Group NT Control 
were eliminated), but I would like to know why it was left behind.

The records in NTE:Notifier may not be a problem at all. The dates on the 1,218 
records in NTE:Notifier are all between the db clone date (2/25/2010) and 
3/2/2010 (and there are 416 outgoing emails created between the same dates 
sitting in AR System Email Messages - service is disabled on clone - these are 
all SLM escalations) so maybe this is just normal traffic that is getting 
purged at regular intervals.  Again, it isn't something that I would need to 
migrate to the 7.6. server.  BTW, there are 577,462 records in the NTE:Notifier 
Log; I'm not sure that there is any value in migrating those, either.

Anyone else had to explore the NTE subsystem for remnants, and take out the 
garbage?

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

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Re: ARSperl on RedHat Linux.

[William Abdo]

WOW, Thank You all for your assistance.
I am not sure why I decided to do this, I got fed up and re-extracted ARSPerl 
1.92 and made the three modifications and WALLA! It completed without the "No 
library found" messages.

You all are great.


Respectfully,

William Abdo
Verio - Boca Raton
Remedy Administration Group
561-912-2434



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Conny Martin
Sent: Thursday, March 18, 2010 2:16 PM
To: arslist@ARSLIST.ORG
Subject: AW: ARSperl on RedHat Linux.

William,

IMHO there are some of the libraries missing under api/lib. I've copied them 
from /bin to /api/lib and everything works fine.

HTH

Kind Regards Conny 

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von William Abdo
Gesendet: Donnerstag, 18. März 2010 19:10
An: arslist@ARSLIST.ORG
Betreff: Re: ARSperl on RedHat Linux.

Thank You for responding:

I did checked the LD_LIBRARY_PATH and the API path is in the list, see
below:
LD_LIBRARY_PATH=/opt/oracle/app/oracle/product/11.1.0/client_1/lib:/lib:
/usr/lib:/usr2/api75p2/api/lib:/usr2/api75p2/bin:/usr2/api75p2/api:

It must be something really obvious.

Any Other suggestions of which rock to possibly look under?



Respectfully,

William Abdo
Verio - Boca Raton
Remedy Administration Group
561-912-2434



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Thilo Stapff
Sent: Thursday, March 18, 2010 1:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARSperl on RedHat Linux.

It might be necessary to add /usr2/api75p2/api to your system's LD_LIBRARY_PATH 
variable or to run "ldconfig /usr2/api75p2/api".


Regards,
Thilo



On 18.03.2010 17:08, William Abdo wrote:
> **
>
> Hi All,
>
> I hope your day is going well.
>
> Maybe I am missing the obvious thing here or something like that.
>
> I am wondering if anyone else has experienced this issue and can maybe
> point me in the correct direction.
>
> On 32 bit Redhat Linux, running ARSperl 1.92 (beta) It does not seem
to
> find my libraries.
>
> When I do the perl Makefile.PL I see the following exerts of results.
>
> Perl Makefile.PL
>
> ...
>
> Generating serverTypeInfoHints.h ..
>
> Converting C header files to perl modules ..
>
> Configuring with options:
>
> ARSVERSION = 7.50
>
> ARSAPI = /usr2/api75p2/api
>
> AUTODEFINES = -m32 -g -DDEBUG -D_REENTRANT -lpthread
> -Wno-unused-variable -Wuninitialized -DARS32 -DARS452 -malign-double
> -DPERL_PATCHLEVEL_IS=8 -DPERL_SUBVERSION_IS=8 -DPERL_BASEREV_IS=50
>
> ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -libicuucbmc
> -libicui18nbmc -libicudatabmc
>
> Note (probably harmless): No library found for -libicuucbmc
>
> Note (probably harmless): No library found for -libicui18nbmc
>
> Note (probably harmless): No library found for -libicudatabmc
>
> Writing Makefile for ARS
>
> === ARSperl 'make test' configuration. ===
>
> ...
>
> As you can see there are No Errors, just Notes issued.
>
> So I do the make with questions about the No Library Found lines
>
> make
>
> ...
>
> ...
>
> gcc: -lpthread: linker input file unused because linking not done
>
> There are No Errors on the make with the exception of the above
message
> is issued.
>
> Make Install is successful with no errors or messages.
>
> Then the Perl script dies on the "Use ARS;" line in the script.
>
> In my thinking, the "No library found" is the key.
>
> When I check the lib path "-L/usr2/api75p2/lib " they are there as the
> following 32 bit names:.
>
> ibicui18nbmc.so libicui18nbmc.so.32
>
> libicuucbmc.so libicuucbmc.so .32
>
> libicudatabmc.so libicudatabmc.so.32
>
> Did I miss checking something or is there something in the Makefile.PL
I
> missed configuring?
>
> Any assistance is appreciated.
>
> Respectfully,
>
> William Abdo
>
> Verio - Boca Raton
>
> Remedy Administration Group
>
> 561-912-2434
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
Answers
> Are"_


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Re: Taking out the garbage in ITSM 7.0

[Pargeter, Christie :CO IS]

I know there is an escalation on NTE:Notifier that will delete records
21 days after creation.
 
When you go to Incident/Change/...'s Audit Log and click on the
Notification tab that table is displaying records from NTE:Notifier Log.



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Thursday, March 18, 2010 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Taking out the garbage in ITSM 7.0


** 

While migrating data at the table level from an ARS 7.1 - ITSM 7.0
system (cloned from current production) to an ARS 7.5 - ITSM 7.6 system
I have noticed a fair amount of malingering data in the NTE subsystem,
with transaction dates between 10/28/2008 and 2/25/2010 (when I took the
snapshot of the production database).  

 

NTE:SYS-Individual NT Control - 106 records

NTE:SYS-NT Process Control   - 107 records

SYS:Action  - 106 records

 

NTE:Notifier - 1,218 records (down from
12,666 at the time it was cloned on 2/25/2010; production has 22,937
today)

 

The records from the first three tables appear to be related.  All of
the records in SYS:Action that correspond to records in the two NTE:SYS
tables are flagged as Action either CHECKCMDBASSOC or INCREMENT_NUM_TIX.
Has anyone figured out how these records are _supposed_ to be purged,
and any reason(s) why they might not have been?  How about the most
appropriate way to delete them from the system?  I'm pretty sure they
are transactional chaff that I don't want to migrate to my 7.6
application.  I wondered if they were artifacts of the many aremail
service crashes we have been experiencing during the entire time (22
months) that we have had 7.1 in production, but the dates/times of the
residual records do not match up with the dates/times of the areamail
crash logs at all.  The vast majority of the failed transactions are
either "HPD-INC-CustomerReceiptConfirmation" or
"HPD-INC-CustomerResolutionNT" events, with a few
"HPD-INC-AssigneeAssignment" thrown in for variety.  I don't plan to
migrate any of the this data, especially since some of the tables were
deprecated in 7.6 (NTE:SYS-Individual NT Control and NTE:SYS-Group NT
Control were eliminated), but I would like to know why it was left
behind.

 

The records in NTE:Notifier may not be a problem at all. The dates on
the 1,218 records in NTE:Notifier are all between the db clone date
(2/25/2010) and 3/2/2010 (and there are 416 outgoing emails created
between the same dates sitting in AR System Email Messages - service is
disabled on clone - these are all SLM escalations) so maybe this is just
normal traffic that is getting purged at regular intervals.  Again, it
isn't something that I would need to migrate to the 7.6. server.  BTW,
there are 577,462 records in the NTE:Notifier Log; I'm not sure that
there is any value in migrating those, either.

 

Anyone else had to explore the NTE subsystem for remnants, and take out
the garbage?

 

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"_ 

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Re: ARSperl on RedHat Linux.

[William Abdo]

Thank You Conny,
Your opinion is more than Humble.
Good Idea, I did in fact try that when the LD_LIBRARY_PATH did not do the trick.
The results did not change with the copy. I can see the libraries in the API 
directory, they are in the -L path and yet for some reason it appears to be 
ignoring them. Could it be a gcc option special for REDHAT like -muclibc or 
something?



Respectfully,

William Abdo
Verio - Boca Raton
Remedy Administration Group
561-912-2434



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Conny Martin
Sent: Thursday, March 18, 2010 2:16 PM
To: arslist@ARSLIST.ORG
Subject: AW: ARSperl on RedHat Linux.

William,

IMHO there are some of the libraries missing under api/lib. I've copied them 
from /bin to /api/lib and everything works fine.

HTH

Kind Regards Conny 

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von William Abdo
Gesendet: Donnerstag, 18. März 2010 19:10
An: arslist@ARSLIST.ORG
Betreff: Re: ARSperl on RedHat Linux.

Thank You for responding:

I did checked the LD_LIBRARY_PATH and the API path is in the list, see
below:
LD_LIBRARY_PATH=/opt/oracle/app/oracle/product/11.1.0/client_1/lib:/lib:
/usr/lib:/usr2/api75p2/api/lib:/usr2/api75p2/bin:/usr2/api75p2/api:

It must be something really obvious.

Any Other suggestions of which rock to possibly look under?



Respectfully,

William Abdo
Verio - Boca Raton
Remedy Administration Group
561-912-2434



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Thilo Stapff
Sent: Thursday, March 18, 2010 1:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARSperl on RedHat Linux.

It might be necessary to add /usr2/api75p2/api to your system's LD_LIBRARY_PATH 
variable or to run "ldconfig /usr2/api75p2/api".


Regards,
Thilo



On 18.03.2010 17:08, William Abdo wrote:
> **
>
> Hi All,
>
> I hope your day is going well.
>
> Maybe I am missing the obvious thing here or something like that.
>
> I am wondering if anyone else has experienced this issue and can maybe
> point me in the correct direction.
>
> On 32 bit Redhat Linux, running ARSperl 1.92 (beta) It does not seem
to
> find my libraries.
>
> When I do the perl Makefile.PL I see the following exerts of results.
>
> Perl Makefile.PL
>
> ...
>
> Generating serverTypeInfoHints.h ..
>
> Converting C header files to perl modules ..
>
> Configuring with options:
>
> ARSVERSION = 7.50
>
> ARSAPI = /usr2/api75p2/api
>
> AUTODEFINES = -m32 -g -DDEBUG -D_REENTRANT -lpthread
> -Wno-unused-variable -Wuninitialized -DARS32 -DARS452 -malign-double
> -DPERL_PATCHLEVEL_IS=8 -DPERL_SUBVERSION_IS=8 -DPERL_BASEREV_IS=50
>
> ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -libicuucbmc
> -libicui18nbmc -libicudatabmc
>
> Note (probably harmless): No library found for -libicuucbmc
>
> Note (probably harmless): No library found for -libicui18nbmc
>
> Note (probably harmless): No library found for -libicudatabmc
>
> Writing Makefile for ARS
>
> === ARSperl 'make test' configuration. ===
>
> ...
>
> As you can see there are No Errors, just Notes issued.
>
> So I do the make with questions about the No Library Found lines
>
> make
>
> ...
>
> ...
>
> gcc: -lpthread: linker input file unused because linking not done
>
> There are No Errors on the make with the exception of the above
message
> is issued.
>
> Make Install is successful with no errors or messages.
>
> Then the Perl script dies on the "Use ARS;" line in the script.
>
> In my thinking, the "No library found" is the key.
>
> When I check the lib path "-L/usr2/api75p2/lib " they are there as the
> following 32 bit names:.
>
> ibicui18nbmc.so libicui18nbmc.so.32
>
> libicuucbmc.so libicuucbmc.so .32
>
> libicudatabmc.so libicudatabmc.so.32
>
> Did I miss checking something or is there something in the Makefile.PL
I
> missed configuring?
>
> Any assistance is appreciated.
>
> Respectfully,
>
> William Abdo
>
> Verio - Boca Raton
>
> Remedy Administration Group
>
> 561-912-2434
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
Answers
> Are"_


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Re: ARSperl on RedHat Linux.

[Thilo Stapff]

Looking again at your original post, the line

ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -libicuucbmc 
-libicui18nbmc -libicudatabmc


looks a bit strange. It should rather be:

ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -licuucbmc 
-licui18nbmc -licudatabmc




Regards,
Thilo




On 18.03.2010 19:10, William Abdo wrote:

Thank You for responding:

I did checked the LD_LIBRARY_PATH and the API path is in the list, see
below:
LD_LIBRARY_PATH=/opt/oracle/app/oracle/product/11.1.0/client_1/lib:/lib:
/usr/lib:/usr2/api75p2/api/lib:/usr2/api75p2/bin:/usr2/api75p2/api:

It must be something really obvious.

Any Other suggestions of which rock to possibly look under?



Respectfully,

William Abdo
Verio - Boca Raton
Remedy Administration Group
561-912-2434



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Thilo Stapff
Sent: Thursday, March 18, 2010 1:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARSperl on RedHat Linux.

It might be necessary to add /usr2/api75p2/api to your system's
LD_LIBRARY_PATH variable or to run "ldconfig /usr2/api75p2/api".


Regards,
Thilo



On 18.03.2010 17:08, William Abdo wrote:

**

Hi All,

I hope your day is going well.

Maybe I am missing the obvious thing here or something like that.

I am wondering if anyone else has experienced this issue and can maybe
point me in the correct direction.

On 32 bit Redhat Linux, running ARSperl 1.92 (beta) It does not seem

to

find my libraries.

When I do the perl Makefile.PL I see the following exerts of results.

Perl Makefile.PL

...

Generating serverTypeInfoHints.h ..

Converting C header files to perl modules ..

Configuring with options:

ARSVERSION = 7.50

ARSAPI = /usr2/api75p2/api

AUTODEFINES = -m32 -g -DDEBUG -D_REENTRANT -lpthread
-Wno-unused-variable -Wuninitialized -DARS32 -DARS452 -malign-double
-DPERL_PATCHLEVEL_IS=8 -DPERL_SUBVERSION_IS=8 -DPERL_BASEREV_IS=50

ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -libicuucbmc
-libicui18nbmc -libicudatabmc

Note (probably harmless): No library found for -libicuucbmc

Note (probably harmless): No library found for -libicui18nbmc

Note (probably harmless): No library found for -libicudatabmc

Writing Makefile for ARS

=== ARSperl 'make test' configuration. ===

...

As you can see there are No Errors, just Notes issued.

So I do the make with questions about the No Library Found lines

make

...

...

gcc: -lpthread: linker input file unused because linking not done

There are No Errors on the make with the exception of the above

message

is issued.

Make Install is successful with no errors or messages.

Then the Perl script dies on the "Use ARS;" line in the script.

In my thinking, the "No library found" is the key.

When I check the lib path "-L/usr2/api75p2/lib " they are there as the
following 32 bit names:.

ibicui18nbmc.so libicui18nbmc.so.32

libicuucbmc.so libicuucbmc.so .32

libicudatabmc.so libicudatabmc.so.32

Did I miss checking something or is there something in the Makefile.PL

I

missed configuring?

Any assistance is appreciated.

Respectfully,

William Abdo

Verio - Boca Raton

Remedy Administration Group

561-912-2434

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

Answers

Are"_



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AW: ARSperl on RedHat Linux.

[Conny Martin]

William,

IMHO there are some of the libraries missing under api/lib. I've copied them 
from /bin to /api/lib and everything works fine.

HTH

Kind Regards Conny 

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von William Abdo
Gesendet: Donnerstag, 18. März 2010 19:10
An: arslist@ARSLIST.ORG
Betreff: Re: ARSperl on RedHat Linux.

Thank You for responding:

I did checked the LD_LIBRARY_PATH and the API path is in the list, see
below:
LD_LIBRARY_PATH=/opt/oracle/app/oracle/product/11.1.0/client_1/lib:/lib:
/usr/lib:/usr2/api75p2/api/lib:/usr2/api75p2/bin:/usr2/api75p2/api:

It must be something really obvious.

Any Other suggestions of which rock to possibly look under?



Respectfully,

William Abdo
Verio - Boca Raton
Remedy Administration Group
561-912-2434



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Thilo Stapff
Sent: Thursday, March 18, 2010 1:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARSperl on RedHat Linux.

It might be necessary to add /usr2/api75p2/api to your system's LD_LIBRARY_PATH 
variable or to run "ldconfig /usr2/api75p2/api".


Regards,
Thilo



On 18.03.2010 17:08, William Abdo wrote:
> **
>
> Hi All,
>
> I hope your day is going well.
>
> Maybe I am missing the obvious thing here or something like that.
>
> I am wondering if anyone else has experienced this issue and can maybe
> point me in the correct direction.
>
> On 32 bit Redhat Linux, running ARSperl 1.92 (beta) It does not seem
to
> find my libraries.
>
> When I do the perl Makefile.PL I see the following exerts of results.
>
> Perl Makefile.PL
>
> ...
>
> Generating serverTypeInfoHints.h ..
>
> Converting C header files to perl modules ..
>
> Configuring with options:
>
> ARSVERSION = 7.50
>
> ARSAPI = /usr2/api75p2/api
>
> AUTODEFINES = -m32 -g -DDEBUG -D_REENTRANT -lpthread
> -Wno-unused-variable -Wuninitialized -DARS32 -DARS452 -malign-double
> -DPERL_PATCHLEVEL_IS=8 -DPERL_SUBVERSION_IS=8 -DPERL_BASEREV_IS=50
>
> ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -libicuucbmc
> -libicui18nbmc -libicudatabmc
>
> Note (probably harmless): No library found for -libicuucbmc
>
> Note (probably harmless): No library found for -libicui18nbmc
>
> Note (probably harmless): No library found for -libicudatabmc
>
> Writing Makefile for ARS
>
> === ARSperl 'make test' configuration. ===
>
> ...
>
> As you can see there are No Errors, just Notes issued.
>
> So I do the make with questions about the No Library Found lines
>
> make
>
> ...
>
> ...
>
> gcc: -lpthread: linker input file unused because linking not done
>
> There are No Errors on the make with the exception of the above
message
> is issued.
>
> Make Install is successful with no errors or messages.
>
> Then the Perl script dies on the "Use ARS;" line in the script.
>
> In my thinking, the "No library found" is the key.
>
> When I check the lib path "-L/usr2/api75p2/lib " they are there as the
> following 32 bit names:.
>
> ibicui18nbmc.so libicui18nbmc.so.32
>
> libicuucbmc.so libicuucbmc.so .32
>
> libicudatabmc.so libicudatabmc.so.32
>
> Did I miss checking something or is there something in the Makefile.PL
I
> missed configuring?
>
> Any assistance is appreciated.
>
> Respectfully,
>
> William Abdo
>
> Verio - Boca Raton
>
> Remedy Administration Group
>
> 561-912-2434
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
Answers
> Are"_


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Re: ARSperl on RedHat Linux.

[William Abdo]

Thank You for responding:

I did checked the LD_LIBRARY_PATH and the API path is in the list, see
below:
LD_LIBRARY_PATH=/opt/oracle/app/oracle/product/11.1.0/client_1/lib:/lib:
/usr/lib:/usr2/api75p2/api/lib:/usr2/api75p2/bin:/usr2/api75p2/api:

It must be something really obvious.

Any Other suggestions of which rock to possibly look under?



Respectfully,

William Abdo
Verio - Boca Raton
Remedy Administration Group
561-912-2434



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Thilo Stapff
Sent: Thursday, March 18, 2010 1:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARSperl on RedHat Linux.

It might be necessary to add /usr2/api75p2/api to your system's 
LD_LIBRARY_PATH variable or to run "ldconfig /usr2/api75p2/api".


Regards,
Thilo



On 18.03.2010 17:08, William Abdo wrote:
> **
>
> Hi All,
>
> I hope your day is going well.
>
> Maybe I am missing the obvious thing here or something like that.
>
> I am wondering if anyone else has experienced this issue and can maybe
> point me in the correct direction.
>
> On 32 bit Redhat Linux, running ARSperl 1.92 (beta) It does not seem
to
> find my libraries.
>
> When I do the perl Makefile.PL I see the following exerts of results.
>
> Perl Makefile.PL
>
> ...
>
> Generating serverTypeInfoHints.h ..
>
> Converting C header files to perl modules ..
>
> Configuring with options:
>
> ARSVERSION = 7.50
>
> ARSAPI = /usr2/api75p2/api
>
> AUTODEFINES = -m32 -g -DDEBUG -D_REENTRANT -lpthread
> -Wno-unused-variable -Wuninitialized -DARS32 -DARS452 -malign-double
> -DPERL_PATCHLEVEL_IS=8 -DPERL_SUBVERSION_IS=8 -DPERL_BASEREV_IS=50
>
> ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -libicuucbmc
> -libicui18nbmc -libicudatabmc
>
> Note (probably harmless): No library found for -libicuucbmc
>
> Note (probably harmless): No library found for -libicui18nbmc
>
> Note (probably harmless): No library found for -libicudatabmc
>
> Writing Makefile for ARS
>
> === ARSperl 'make test' configuration. ===
>
> ...
>
> As you can see there are No Errors, just Notes issued.
>
> So I do the make with questions about the No Library Found lines
>
> make
>
> ...
>
> ...
>
> gcc: -lpthread: linker input file unused because linking not done
>
> There are No Errors on the make with the exception of the above
message
> is issued.
>
> Make Install is successful with no errors or messages.
>
> Then the Perl script dies on the "Use ARS;" line in the script.
>
> In my thinking, the "No library found" is the key.
>
> When I check the lib path "-L/usr2/api75p2/lib " they are there as the
> following 32 bit names:.
>
> ibicui18nbmc.so libicui18nbmc.so.32
>
> libicuucbmc.so libicuucbmc.so .32
>
> libicudatabmc.so libicudatabmc.so.32
>
> Did I miss checking something or is there something in the Makefile.PL
I
> missed configuring?
>
> Any assistance is appreciated.
>
> Respectfully,
>
> William Abdo
>
> Verio - Boca Raton
>
> Remedy Administration Group
>
> 561-912-2434
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
Answers
> Are"_


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Taking out the garbage in ITSM 7.0

[strauss]

While migrating data at the table level from an ARS 7.1 - ITSM 7.0 system 
(cloned from current production) to an ARS 7.5 - ITSM 7.6 system I have noticed 
a fair amount of malingering data in the NTE subsystem, with transaction dates 
between 10/28/2008 and 2/25/2010 (when I took the snapshot of the production 
database).

NTE:SYS-Individual NT Control - 106 records
NTE:SYS-NT Process Control   - 107 records
SYS:Action  - 106 records

NTE:Notifier - 1,218 records (down from 12,666 at 
the time it was cloned on 2/25/2010; production has 22,937 today)

The records from the first three tables appear to be related.  All of the 
records in SYS:Action that correspond to records in the two NTE:SYS tables are 
flagged as Action either CHECKCMDBASSOC or INCREMENT_NUM_TIX.  Has anyone 
figured out how these records are _supposed_ to be purged, and any reason(s) 
why they might not have been?  How about the most appropriate way to delete 
them from the system?  I'm pretty sure they are transactional chaff that I 
don't want to migrate to my 7.6 application.  I wondered if they were artifacts 
of the many aremail service crashes we have been experiencing during the entire 
time (22 months) that we have had 7.1 in production, but the dates/times of the 
residual records do not match up with the dates/times of the areamail crash 
logs at all.  The vast majority of the failed transactions are either 
"HPD-INC-CustomerReceiptConfirmation" or "HPD-INC-CustomerResolutionNT" events, 
with a few "HPD-INC-AssigneeAssignment" thrown in for variety.  I don't plan to 
migrate any of the this data, especially since some of the tables were 
deprecated in 7.6 (NTE:SYS-Individual NT Control and NTE:SYS-Group NT Control 
were eliminated), but I would like to know why it was left behind.

The records in NTE:Notifier may not be a problem at all. The dates on the 1,218 
records in NTE:Notifier are all between the db clone date (2/25/2010) and 
3/2/2010 (and there are 416 outgoing emails created between the same dates 
sitting in AR System Email Messages - service is disabled on clone - these are 
all SLM escalations) so maybe this is just normal traffic that is getting 
purged at regular intervals.  Again, it isn't something that I would need to 
migrate to the 7.6. server.  BTW, there are 577,462 records in the NTE:Notifier 
Log; I'm not sure that there is any value in migrating those, either.

Anyone else had to explore the NTE subsystem for remnants, and take out the 
garbage?

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

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Re: SAS for Remedy Reporting: Anybody doing it? Done it?

[LJ Longwing]

Ravi,
Having never used SAS, I can't comment directly on it, but just from your
description it sounds like a fairly robust system that provides for your
current needs.  Realize that when moving to BO, if your company doesn't
already have a BO architecture online, that doesn't come with ITSM and costs
can be expensive, and as you mentioned, the architecture is different and
isn't as easily sliced and dicedabout the only advantage that I can see
you gaining by going to BO is your own knowledge of how to get things done
in inwhich may be a huge + to the switch...that's up to you
thoughand the ability to 'report' directly out of Remedybut really
that's as simple as running an open url run process to get your current
reportsso I don't see that as much of a +a + to staying where you
are of course is the opportunity to get very experienced in SES and add that
to your resume as a toolset you are comfortable with 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi
Sent: Thursday, March 18, 2010 11:32 AM
To: arslist@ARSLIST.ORG
Subject: SAS for Remedy Reporting: Anybody doing it? Done it?

Has anybody done or seen reports generated from Remedy data using SAS?

We have such a setup that has worked fairly ok so far, but since there is no
longer any SAS expertise in house, I'm trying to figure out if I should keep
SAS or move away from it to what's more common...such as Business Objects.
If anybody (a university?) is using SAS for this purpose, I would like to
know what they think about SAS vs other tools (such as Business Object) for
Remedy reporting.

I inherited this fairly impressive report generation mechanism built using
SAS (v9) scripts. It builds daily, weekly and monthly reports for different
groups. Each group's (or each area's, meaning a cluster of groups') report
is available over the web as a set of static html files. 

By clicking around, different reports showing different breakdowns of the
same data is seen. Some reports can be drilled down to get to the actual
tickets behind the data. There are many graphs too.

It has worked pretty ok so far, and I have become good at doing some light
maintenance/update. 

What impresses me about SAS is the ease with which data can be manipulated
by SAS scripts with a few lines of script. And how easily reports/graphs can
be produced. A few lines do what would take many many lines in other
platforms. One downside is that connection to Remedy is at the database
tables level, but using views it's not too bad. To think of it, BO does the
same thing anyway.

I am more familiar with BO/Crystal Reports. The big difference I see is that
with BO, the report layout and delivery is emphasized, with the
understanding that data is already pretty much laid out in the right format.

With SAS, because of its original purpose (statistical analysis), you can
easily manipulate, slice, dice data or merge data from different sources on
the fly. Our scripts do quite a lot of this. If I go with BO (during an
ARS/ITSM upgrade), I will have to deal with this data manipulation/merge.

Anyway, those are the random thoughts for today. If you have any comment,
pleasewell...comment.


  


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Report on Audit Data

[Kim Santana]

Change Management 7.0.02

Field 'ASCHG" is set up for auditing.   Audit Option: is set to "Audit" and 
Audit Log Key: is set to "None".
Is it possible to report on the audited data?
Looks like the data is captured in form:CHG:Change Request Audit (in which 
table points to CHG:ChangeRequest_AuditLogSystem).
Tried looking through the Developers Reference Guide and looking for some Data 
Dictionary document. I've had no luck.

Kimberly





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Webcast with Doug Mueller: Hottest trends in IT

[Ron Tavares]

All,

In case you haven’t heard about this, I’m sending details about a live
webcast next Tuesday (March 23) at 11am ET with Doug Mueller and Dan Turchin
about the hottest trends in IT. Doug will discuss how to give your
organization an advantage with new technologies like mobile apps. Bring any
Remedy-related questions. There should be time for Q&A at the end.

Register here:
http://032310-thehottesttrendsinitservicedesk.accessbmc.com/register.aspx

Thanks,
Ron(On Behalf of Aeroprise)

*Regards,*
Rohit
Aeroprise Support

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SAS for Remedy Reporting: Anybody doing it? Done it?

[Rabi Tripathi]

Has anybody done or seen reports generated from Remedy data using SAS?

We have such a setup that has worked fairly ok so far, but since there is no 
longer any SAS expertise in house, I'm trying to figure out if I should keep 
SAS or move away from it to what's more common...such as Business Objects. If 
anybody (a university?) is using SAS for this purpose, I would like to know 
what they think about SAS vs other tools (such as Business Object) for Remedy 
reporting.

I inherited this fairly impressive report generation mechanism built using SAS 
(v9) scripts. It builds daily, weekly and monthly reports for different groups. 
Each group's (or each area's, meaning a cluster of groups') report is available 
over the web as a set of static html files. 

By clicking around, different reports showing different breakdowns of the same 
data is seen. Some reports can be drilled down to get to the actual tickets 
behind the data. There are many graphs too.

It has worked pretty ok so far, and I have become good at doing some light 
maintenance/update. 

What impresses me about SAS is the ease with which data can be manipulated by 
SAS scripts with a few lines of script. And how easily reports/graphs can be 
produced. A few lines do what would take many many lines in other platforms. 
One downside is that connection to Remedy is at the database tables level, but 
using views it's not too bad. To think of it, BO does the same thing anyway.

I am more familiar with BO/Crystal Reports. The big difference I see is that 
with BO, the report layout and delivery is emphasized, with the understanding 
that data is already pretty much laid out in the right format. 
With SAS, because of its original purpose (statistical analysis), you can 
easily manipulate, slice, dice data or merge data from different sources on the 
fly. Our scripts do quite a lot of this. If I go with BO (during an ARS/ITSM 
upgrade), I will have to deal with this data manipulation/merge.

Anyway, those are the random thoughts for today. If you have any comment, 
pleasewell...comment.


  

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Re: ARSperl on RedHat Linux.

[Thilo Stapff]

It might be necessary to add /usr2/api75p2/api to your system's 
LD_LIBRARY_PATH variable or to run "ldconfig /usr2/api75p2/api".



Regards,
Thilo



On 18.03.2010 17:08, William Abdo wrote:

**

Hi All,

I hope your day is going well.

Maybe I am missing the obvious thing here or something like that.

I am wondering if anyone else has experienced this issue and can maybe
point me in the correct direction.

On 32 bit Redhat Linux, running ARSperl 1.92 (beta) It does not seem to
find my libraries.

When I do the perl Makefile.PL I see the following exerts of results.

Perl Makefile.PL

...

Generating serverTypeInfoHints.h ..

Converting C header files to perl modules ..

Configuring with options:

ARSVERSION = 7.50

ARSAPI = /usr2/api75p2/api

AUTODEFINES = -m32 -g -DDEBUG -D_REENTRANT -lpthread
-Wno-unused-variable -Wuninitialized -DARS32 -DARS452 -malign-double
-DPERL_PATCHLEVEL_IS=8 -DPERL_SUBVERSION_IS=8 -DPERL_BASEREV_IS=50

ARS_LIBS = -lnsl -lpthread -L/usr2/api75p2/api/lib -libicuucbmc
-libicui18nbmc -libicudatabmc

Note (probably harmless): No library found for -libicuucbmc

Note (probably harmless): No library found for -libicui18nbmc

Note (probably harmless): No library found for -libicudatabmc

Writing Makefile for ARS

=== ARSperl 'make test' configuration. ===

...

As you can see there are No Errors, just Notes issued.

So I do the make with questions about the No Library Found lines

make

...

...

gcc: -lpthread: linker input file unused because linking not done

There are No Errors on the make with the exception of the above message
is issued.

Make Install is successful with no errors or messages.

Then the Perl script dies on the "Use ARS;" line in the script.

In my thinking, the "No library found" is the key.

When I check the lib path "-L/usr2/api75p2/lib " they are there as the
following 32 bit names:.

ibicui18nbmc.so libicui18nbmc.so.32

libicuucbmc.so libicuucbmc.so .32

libicudatabmc.so libicudatabmc.so.32

Did I miss checking something or is there something in the Makefile.PL I
missed configuring?

Any assistance is appreciated.

Respectfully,

William Abdo

Verio - Boca Raton

Remedy Administration Group

561-912-2434

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


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Re: ARSperl on RedHat Linux.

[John Sundberg]

Just wondering -- did you consider Kinetic Link?
http://www.kineticdata.com/Products/KineticLink.html
(free/opensource)


(There is nothing wrong with using ARSPerl -- just suggesting an  
alternative -- if it solves your problem)



I think it would avoid all this hassle.


And -- if you are just looking for a scripting language to go against  
Remedy -- I have a Kinetic Link wrapper - that makes interaction with  
Ruby to Remedy - even easier.



require 'rubygems'
require 'kinetic/link'

Kinetic::Link.set_connection("Demo","","klinkserver","arserver")

@user = Kinetic::Link.entries("User")




-John



-John




On Mar 18, 2010, at 11:08 AM, William Abdo wrote:

**
Hi All,
I hope your day is going well.
Maybe I am missing the obvious thing here or something like that.
I am wondering if anyone else has experienced this issue and can maybe  
point me in the correct direction.
On 32 bit Redhat Linux, running ARSperl 1.92 (beta) It does not seem  
to find my libraries.


When I do the perl Makefile.PL I see the following exerts of results.
Perl Makefile.PL
...

Generating serverTypeInfoHints.h ..
Converting C header files to perl modules ..
Configuring with options:
ARSVERSION  = 7.50
ARSAPI  = /usr2/api75p2/api
AUTODEFINES =  -m32 -g -DDEBUG -D_REENTRANT -lpthread   -Wno- 
unused-variable -Wuninitialized  -DARS32 -DARS452  -malign-double  - 
DPERL_PATCHLEVEL_IS=8 -DPERL_SUBVERSION_IS=8 -DPERL_BASEREV_IS=50
ARS_LIBS=  -lnsl  -lpthread  -L/usr2/api75p2/api/lib  - 
libicuucbmc -libicui18nbmc -libicudatabmc

Note (probably harmless): No library found for -libicuucbmc
Note (probably harmless): No library found for -libicui18nbmc
Note (probably harmless): No library found for -libicudatabmc
Writing Makefile for ARS
=== ARSperl 'make test' configuration. ===
...

As you can see there are No Errors, just  Notes  issued.
So I do the make with questions about the No Library Found lines

make
...
...
gcc: -lpthread: linker input file unused because linking not done

There are No Errors  on the make with the exception of  the above  
message is issued.


Make Install is successful with no errors or messages.

Then the Perl script dies on the "Use ARS;"  line  in the script.

In my thinking, the "No library found" is the key.
When I check the lib path "-L/usr2/api75p2/lib " they are there as   
the following 32 bit names:.

ibicui18nbmc.so  libicui18nbmc.so.32
libicuucbmc.so libicuucbmc.so .32
libicudatabmc.so libicudatabmc.so.32

Did I miss checking something or is there something in the Makefile.PL  
I missed configuring?


Any assistance is appreciated.




Respectfully,

William Abdo
Verio - Boca Raton
Remedy Administration Group
561-912-2434


_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  www.kineticdata.com








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Email Engine 6.3 Performance issue

[Suwanski, Ron]

We are experiencing about an hour and a half delay in the sending of
emails from Remedy in version 6.3.  Any idea how I can improve the
performance?? I have seen items for 7.0 but I am on 6.3.

 

Ron Suwanski

Remedy Administrator / Developer

 

DeVry Inc.

814 Commerce Drive

Oakbrook, IL 60523-8822

 

p: 630.472.2209

e: rsuwan...@devry.com  

 

www.devry.edu  

 

 

 


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<>

Re: LTRIM Question

[Brittain, Mark]

That works, Thanks LJ


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Thursday, March 18, 2010 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: LTRIM Question

Mark,
You will also want to do a replace() to replace the enter character with 
""ltrim will get rid of spaces at the beginning of the character, but enter 
is not a space unfortunately.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Thursday, March 18, 2010 10:04 AM
To: arslist@ARSLIST.ORG
Subject: LTRIM Question
**
Hi All,

I want to remove the leading space from a field on save and thought LTRIM would 
do the trick but it is not. If the entry in the field is like this

"

Here is my update"

I want it to be this

"Here is my update"

I am using a set field "Update  LTRIM($Update$)" after the information is 
pushed to a another form. I have also tried it as part of the push.

Any suggestions?

Mark

Mark Brittain
Remedy Developer
NaviSite
mbritt...@navisite.com
(315) 453-2912 x5335 (Phone)
(315) 317.2897 (Cell)


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

[Joe DeSouza]

Mark,
 
LTRIM removes leading spaces (specifically space bars) and not leading carriage 
returns. To remove leading carriage returns, you might need to write a stored 
procedure in your DB to do it for that specific field and then called that SP.

Cheers

Joe
 
** 



From: "Brittain, Mark" 
To: arslist@ARSLIST.ORG
Sent: Thu, March 18, 2010 12:03:57 PM
Subject: LTRIM Question

Hi All,

I want to remove the leading space from a field on save and thought LTRIM would 
do the trick but it is not. If the entry in the field is like this
 
“
 
Here is my update”
 
I want it to be this
 
“Here is my update”
 
I am using a set field “Update  LTRIM($Update$)” after the information is 
pushed to a another form. I have also tried it as part of the push.
 
Any suggestions?

Mark 

Mark Brittain 
Remedy Developer 
NaviSite 
mbritt...@navisite.com 
(315) 453-2912 x5335 (Phone)
(315) 317.2897 (Cell) 
 

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




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ARSperl on RedHat Linux.

[William Abdo]

Hi All,

I hope your day is going well.

Maybe I am missing the obvious thing here or something like that.

I am wondering if anyone else has experienced this issue and can maybe
point me in the correct direction.

On 32 bit Redhat Linux, running ARSperl 1.92 (beta) It does not seem to
find my libraries.

 

When I do the perl Makefile.PL I see the following exerts of results.

Perl Makefile.PL

...

 

Generating serverTypeInfoHints.h ..

Converting C header files to perl modules ..

Configuring with options:

ARSVERSION  = 7.50

ARSAPI  = /usr2/api75p2/api

AUTODEFINES =  -m32 -g -DDEBUG -D_REENTRANT -lpthread
-Wno-unused-variable -Wuninitialized  -DARS32 -DARS452  -malign-double
-DPERL_PATCHLEVEL_IS=8 -DPERL_SUBVERSION_IS=8 -DPERL_BASEREV_IS=50 

ARS_LIBS=  -lnsl  -lpthread  -L/usr2/api75p2/api/lib
-libicuucbmc -libicui18nbmc -libicudatabmc

Note (probably harmless): No library found for -libicuucbmc

Note (probably harmless): No library found for -libicui18nbmc

Note (probably harmless): No library found for -libicudatabmc

Writing Makefile for ARS

=== ARSperl 'make test' configuration. ===

...

 

As you can see there are No Errors, just  Notes  issued.

So I do the make with questions about the No Library Found lines

 

make

...

...

gcc: -lpthread: linker input file unused because linking not done

 

There are No Errors  on the make with the exception of  the above
message is issued.

 

Make Install is successful with no errors or messages.  

 

Then the Perl script dies on the "Use ARS;"  line  in the script.

 

In my thinking, the "No library found" is the key. 

When I check the lib path "-L/usr2/api75p2/lib " they are there as  the
following 32 bit names:.

ibicui18nbmc.so  libicui18nbmc.so.32

libicuucbmc.so libicuucbmc.so .32 

libicudatabmc.so libicudatabmc.so.32

 

Did I miss checking something or is there something in the Makefile.PL I
missed configuring?

 

Any assistance is appreciated.

 

 

 

 

Respectfully,

 

William Abdo

Verio - Boca Raton

Remedy Administration Group

561-912-2434

 

 


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Re: JOB: Config Manager needed

[Drew Shuller]

Hi everyone, thanks for the interest. I copied the job description
from the Harris website. Send me resumes and I'll put them in front of
the director.

Drew


Apply Harris Configuration Management Procedures and Guidelines
(S-405-002) to the C4S program to create and maintain the hardware,
hardware warranties, software, software licenses, system documentation
configuration item baseline.
Work with Team Leads to improve efficiency of existing CM procedures
using configuration management tools/applications to automate auditing
and reporting.
Participate in Change Control board meetings.
Work with Property Team Leads regarding Government and Contractor
property management, policy review, internal auditing, and reporting
as required in accordance with the Property Control System and the
Federal Acquisition Regulation (FAR) Part 45
Interface with Procurement, Change, Release, and Configuration
Management Teams to ensure the complete life cycle of property is
documented in accordance with the PCS
Present property status and statistics to Property Team Leads on
property activities; to include acquisition, receiving,
identification, records, movement, physical inventory, reports,
consumption, utilization, maintenance, and disposition
Interface with the Government Property Analyst (GPA) on all aspects of
the Property Control System (PCS)
Respond to government action items to ensure timely completion of requirements
Job Qualifications:

Bachelors degree (or the equivalent) in a math, physical science or
engineering discipline plus a minimum of 2 years of related
experience.
Knowledge of Configuration Management concepts and the creation and
generation of database reports
Experience with the management of Government Furnished Property (GFP),
Contractor Acquired Property (CAP), or Contractor Furnished Property
(CFP)
Experience with property audits (internal/external), inventory
methods, and Lost, Damaged, or Destroyed (LDD) reporting
Ability to identify basic Information Technology (IT), Networking
Equipment (EQ), and Materiel type items
Experience with Maintenance Agreements or Vendor Returns
Experience with Microsoft Office; specifically, MS Access, MS Excel
Preferred Additional Skills:

Configuration Management certifications are a plus.

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Re: LTRIM Question

[LJ Longwing]

Mark,
You will also want to do a replace() to replace the enter character with
""ltrim will get rid of spaces at the beginning of the character, but
enter is not a space unfortunately.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Thursday, March 18, 2010 10:04 AM
To: arslist@ARSLIST.ORG
Subject: LTRIM Question


** 
Hi All,
 
I want to remove the leading space from a field on save and thought LTRIM
would do the trick but it is not. If the entry in the field is like this
 
"
 
Here is my update"
 
I want it to be this
 
"Here is my update"
 
I am using a set field "Update  LTRIM($Update$)" after the information is
pushed to a another form. I have also tried it as part of the push.
 
Any suggestions?
 
Mark 

Mark Brittain 
Remedy Developer 
NaviSite 
  mbritt...@navisite.com 
(315) 453-2912 x5335 (Phone)
(315) 317.2897 (Cell) 
 


    
This e-mail is the property of NaviSite, Inc. It is intended only for the
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LTRIM Question

[Brittain, Mark]

Hi All,

I want to remove the leading space from a field on save and thought LTRIM would 
do the trick but it is not. If the entry in the field is like this

"

Here is my update"

I want it to be this

"Here is my update"

I am using a set field "Update  LTRIM($Update$)" after the information is 
pushed to a another form. I have also tried it as part of the push.

Any suggestions?

Mark

Mark Brittain
Remedy Developer
NaviSite
mbritt...@navisite.com
(315) 453-2912 x5335 (Phone)
(315) 317.2897 (Cell)



  
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privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.

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Re: WWRUG10 Conference Registration is Open!

[Susan Palmer]

I thought WWRUG09 was far superior to BMC Userworld event because it took us
back to Remedy ONLY focus.  Nothing against the other products but generally
they have a different audience and often are not as, shall we say, FOCUSED
as Remedy people are.

The tutorial format was very good.  We are truly like sponges and want to
learn as much as possible and unless you're working with certain features on
a regular basis it's easy to overlook some great new features.

We've all bought Remedy and are their constant salespeople.  Don't sell to
us, enlighten us!  That's what WWRUG does.  I still have a list of to-do's
from November!

Look forward to seeing everyone in October.

Susan

On Wed, Mar 17, 2010 at 9:14 PM, Daniel Bloom wrote:

> **
> All we know is that BMC is a Platinum Sponsor for this year's event and
> that BMC has no plans to hold UserWorld this year.
>
> Remember, UserWorld is for all BMC Software customers, and we focus on the
> BMC Remedy world (Atrium, ITSM etc.).
>
> Hope to see you all at WWRUG10!
>
> In response to John Sundberg, I still think this should have been WWRUG08
> to align with ARSystem Version 8 coming out this year :-)
> (would you believe someone thought I was serious when I said that at
> WWRUG09?)
>
> St. Patrick's Day is green, the Remedy colours were green, coincidence?
>
> cheers everyone Dan
> arslist archives easily found at www.arslist.com
> not so easily found at www.arslist.org
>
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Benedetto Cantatore
> *Sent:* March 16, 2010 4:28 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: WWRUG10 Conference Registration is Open!
>
> **
>  Typically in the past these events were sponsored by BMC, are they no
> longer doing their own RUG events?  This is not a complaint merely trying to
> understand if this RUG is a replacement or an addition.  I know that last
> year this RUG was created to fill the vacuum left by the cancellation of
> BMC's own event.  Obviously BMC endorses this event, so does that mean this
> is our new RUG?  Apologies if this was already discussed as I was off the
> list for a bit.
>
> Regards,
>
> Ben Cantatore
> Remedy Manager
> (914) 457-6209
>
> Emerging Health IT
> 3 Odell Plaza
> Yonkers, New York 10701
>
>
> >>> danielbl...@rogers.com 03/16/10 2:49 PM >>>
> **
> On Behalf of the WWRUG10 Advisory it is my pleasure to announce that our
> web site with all the details,
> and the Registration site are now available for this important annual
> event.
>
> We have made many improvements and are very pleased to be able to also
> announce the Tuesday Keynote Speaker:
> Bob Beauchamp, CEO of BMC.
>
> Have we gone totally business/sales? Of course not! Doug Mueller will once
> again be there for the week and will be presenting
> in the Weds opening Session, and as you will see on the site, plenty of
> tutorial and technical sessions .
>
> See all the details as they become available at www.wwrug10.com
>
> ... Dan Bloom
> Chairman
> _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"_
>

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Re: JOB: Config Manager needed

[Ray T]

What does a Configuration Manager do?

On Wed, Mar 17, 2010 at 1:41 PM, Drew Shuller  wrote:

> Hello, if anyone out there knows any experienced Configuration
> Managers, we need one ASAP in beautiful and sunny Honduras. Clearance
> will be required. Thanks for letting me post this off-topic!
>
> --
> Drew
> JTFB, Soto Cano Honduras
>
>
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Re: Application-Bus-Time-Add question

[Misi Mladoniczky]

Hi,

As I stated earlier, when sending a text-based timestamp form the client,
the format of the date may not be the same as on the server.

Set a temp-integer-field to $TIMESTAMP$ and use that instead.

Another reason to do this is when client and server is located in
different timezones. The text-based date/time-representation may be
missing the timezone-information.

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.

> I added an integer field to the test form, did the set field and pulled
> the value from the escalation policy form to the test form, then I passed
> the new integer field into the process and it works.  Thanks for
> everyone's help on that part. :)
>
> Any ideas one why I get an error using $TIMESTAMP$ in the statement when I
> do this from a filter?
>
> Sincerely,
>
> Robert Fults
> Remedy Dev.
> Florida International University
> Email: rfu...@fiu.edu
> http://uts.fiu.edu
>
> From: Grooms, Frederick W [mailto:frederick.w.gro...@xo.com]
> Sent: Wednesday, March 17, 2010 5:09 PM
> Subject: Re: Application-Bus-Time-Add question
>
> **
> Go ahead and use 2 set fields actions so you can see the values of the
> fields in the log.
>
> Action 1:  Set Fields
>  EscalationOffset=$EscalationOffset$
> Action 2:  Set Fields
>  $PROCESS$ @@: Application-Bus-Time-Add "$TIMESTAMP$"
> "$EscalationOffSet$" "1" "SGP0070" "SGP0070"
>
> Fred
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Robert Fults
> Sent: Wednesday, March 17, 2010 3:46 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Application-Bus-Time-Add question
>
> **
> It's coming up as null in the set fields. :s  Even though the data is
> there and the qualification is being passed.  I ran into another issue
> when I tried this with a filter:  $TIMESTAMP$ doesn't work.  I get "ARERR
> [4568] The start or end time provided for the command is not valid."  I
> also tried passing this from a char field and got the same result.
>
> Sincerely,
>
> Robert Fults
> Remedy Dev.
> Florida International University
> Email: rfu...@fiu.edu
> http://uts.fiu.edu
>
> From: Lamy, Thomas [mailto:tom.l...@unh.edu]
> Sent: Wednesday, March 17, 2010 4:10 PM
> To: Robert Fults
> Subject: RE: Application-Bus-Time-Add question
>
> $EscalationOffSet$ appears to be $NULL$ when you fire the AL.  I would use
> a logical if ($EscalationOffSet$ == NULL) { Throw an error message }
> first.
>
> From: Robert Fults [mailto:rfu...@fiu.edu]
> Sent: Wednesday, March 17, 2010 3:58 PM
> To: Lamy, Thomas
> Subject: RE: Application-Bus-Time-Add question
>
> Tried it with the same results.  I thought it was strange that the process
> requires it to be in quotes in the first place, but $TIMESTAMP$ seems to
> work.
>
> Sincerely,
>
> Robert Fults
> Remedy Dev.
> Florida International University
> Email: rfu...@fiu.edu
> http://uts.fiu.edu
>
> From: Lamy, Thomas [mailto:tom.l...@unh.edu]
> Sent: Wednesday, March 17, 2010 3:39 PM
> To: Robert Fults
> Subject: RE: Application-Bus-Time-Add question
>
> Looks like "$EscalationOffSet$" is being read as a string and not an
> integer.  Try taking out the quotes.
>
> From: herd-dispatch-boun...@mailman.stanford.edu
> [mailto:herd-dispatch-boun...@mailman.stanford.edu] On Behalf Of Robert
> Fults
> Sent: Wednesday, March 17, 2010 3:02 PM
> To: arslist@arslist.org; herd-dispa...@lists.stanford.edu
> Subject: [HERD] Application-Bus-Time-Add question
>
> How come
>
> $PROCESS$ @@: Application-Bus-Time-Add "$TIMESTAMP$" "86400" "1"
> "SGP0070" "SGP0070"
>
> returns a result in my set fields action but
>
> $PROCESS$ @@: Application-Bus-Time-Add "$TIMESTAMP$" "$EscalationOffSet$"
> "1" "SGP0070" "SGP0070"
>
> doesn't?
>
> $EscalationOffSet$ is an integer field;  I am able to get the info from
> this field using the set fields action, but as soon as I use the
> Application-Bus-Time-Add process nothing is pulled over.
>
> Here is my AL log entry:
>  Start active link processing -- Operation - On Control
>  For Schema - +testingform
>  Linked to field - btn_showEsc (536870914)
>  On screen type - SET
>  Checking +testform:btnSetEscTime (0)
>  -> Passed qualification -- perform if actions
>   0: Set Fields
>
>  Process: Application-Bus-Time-Add "3/17/2010 2:35:25
> PM" "" "1"
>  Date/Time Field (536870915) = Wednesday, March 17, 2010
> 3:35:25 PM
>  Integer Field (536870916) = 86400
>
> Sincerely,
>
> Robert Fults
> Remedy Dev.
> Florida International University
> Email: rfu...@fiu.edu
> http://uts.fiu.edu
>
> _Platinum Sponsor:
> rmisoluti...@verizon.n

Re: Application-Bus-Time-Add question

[Robert Fults]

Sort of resolved the issue with doing this in the filter with the same concept. 
 Created a temp field for the timestamp then passed that field into the 
process.  :D

Sincerely,

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

From: Robert Fults
Sent: Thursday, March 18, 2010 8:45 AM
To: arslist@arslist.org; herd-dispa...@lists.stanford.edu
Subject: RE: Application-Bus-Time-Add question

I added an integer field to the test form, did the set field and pulled the 
value from the escalation policy form to the test form, then I passed the new 
integer field into the process and it works.  Thanks for everyone's help on 
that part. :)

Any ideas one why I get an error using $TIMESTAMP$ in the statement when I do 
this from a filter?

Sincerely,

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

From: Grooms, Frederick W [mailto:frederick.w.gro...@xo.com]
Sent: Wednesday, March 17, 2010 5:09 PM
Subject: Re: Application-Bus-Time-Add question

**
Go ahead and use 2 set fields actions so you can see the values of the fields 
in the log.

Action 1:  Set Fields
 EscalationOffset=$EscalationOffset$
Action 2:  Set Fields
 $PROCESS$ @@: Application-Bus-Time-Add "$TIMESTAMP$" "$EscalationOffSet$" 
"1" "SGP0070" "SGP0070"

Fred



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Robert Fults
Sent: Wednesday, March 17, 2010 3:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Application-Bus-Time-Add question

**
It's coming up as null in the set fields. :s  Even though the data is there and 
the qualification is being passed.  I ran into another issue when I tried this 
with a filter:  $TIMESTAMP$ doesn't work.  I get "ARERR [4568] The start or end 
time provided for the command is not valid."  I also tried passing this from a 
char field and got the same result.

Sincerely,

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

From: Lamy, Thomas [mailto:tom.l...@unh.edu]
Sent: Wednesday, March 17, 2010 4:10 PM
To: Robert Fults
Subject: RE: Application-Bus-Time-Add question

$EscalationOffSet$ appears to be $NULL$ when you fire the AL.  I would use a 
logical if ($EscalationOffSet$ == NULL) { Throw an error message } first.

From: Robert Fults [mailto:rfu...@fiu.edu]
Sent: Wednesday, March 17, 2010 3:58 PM
To: Lamy, Thomas
Subject: RE: Application-Bus-Time-Add question

Tried it with the same results.  I thought it was strange that the process 
requires it to be in quotes in the first place, but $TIMESTAMP$ seems to work.

Sincerely,

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

From: Lamy, Thomas [mailto:tom.l...@unh.edu]
Sent: Wednesday, March 17, 2010 3:39 PM
To: Robert Fults
Subject: RE: Application-Bus-Time-Add question

Looks like "$EscalationOffSet$" is being read as a string and not an integer.  
Try taking out the quotes.

From: herd-dispatch-boun...@mailman.stanford.edu 
[mailto:herd-dispatch-boun...@mailman.stanford.edu] On Behalf Of Robert Fults
Sent: Wednesday, March 17, 2010 3:02 PM
To: arslist@arslist.org; herd-dispa...@lists.stanford.edu
Subject: [HERD] Application-Bus-Time-Add question

How come

$PROCESS$ @@: Application-Bus-Time-Add "$TIMESTAMP$" "86400" "1" 
"SGP0070" "SGP0070"

returns a result in my set fields action but

$PROCESS$ @@: Application-Bus-Time-Add "$TIMESTAMP$" "$EscalationOffSet$" "1" 
"SGP0070" "SGP0070"

doesn't?

$EscalationOffSet$ is an integer field;  I am able to get the info from this 
field using the set fields action, but as soon as I use the 
Application-Bus-Time-Add process nothing is pulled over.

Here is my AL log entry:
 Start active link processing -- Operation - On Control
 For Schema - +testingform
 Linked to field - btn_showEsc (536870914)
 On screen type - SET
 Checking +testform:btnSetEscTime (0)
 -> Passed qualification -- perform if actions
  0: Set Fields

 Process: Application-Bus-Time-Add "3/17/2010 2:35:25 PM" "" 
"1"
 Date/Time Field (536870915) = Wednesday, March 17, 2010 
3:35:25 PM
 Integer Field (536870916) = 86400

Sincerely,

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

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

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Re: Bypass Approval Phase

[Ram Rudra]

Rezaul,

 

I think if I am not wrong, you can create Emergency Phase in the Process
Configuration and Assign this page the approver in the approval mappings
form. For more information please follow page number: 48 in the
Approval_Config_for_Change_management.pdf document.

 

Thanks & Regards,

Ram Rudra

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Hany Abd El_Fatah
Sent: Thursday, March 18, 2010 6:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Bypass Approval Phase

 

** 

Hi,

do the following

1- open the Application Administration Consol ==>Custome Configuration
==>Foundation ==> Advanced Option ==> Approval Process Configuration

2- the search for all the records

3- Disable All Phases except process Change Level IA - Review

4- modify the process by going to status flow tab

5- in status select values (Begin = Request For Authorization, Approved =
Scheduled, Rejected=Rejected, No Approvers=Scheduled)

6- add all your approval mapping in phase review

 

BR,

Hany

 

On 3/18/10, Haque, Rezaul R  wrote: 

** 

Does anyone can tell me how can we bypass approval phase in ITSM Change
management 7.01 patch 2.  We would like system to add all approver in one
phase and when the approver done with it goes straight to Schedule  status.
Any help would be very much appreciated.

 

Thanks,

 

Rezaul Haque | Systems Engineer III | ITIL Certified | OSS-Remedy |
314.288.3487

12405 Powerscourt Drive, St. Louis, MO  63376

charter_email_logo

 

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Re: Application-Bus-Time-Add question

[Robert Fults]

I added an integer field to the test form, did the set field and pulled the 
value from the escalation policy form to the test form, then I passed the new 
integer field into the process and it works.  Thanks for everyone's help on 
that part. :)

Any ideas one why I get an error using $TIMESTAMP$ in the statement when I do 
this from a filter?

Sincerely,

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

From: Grooms, Frederick W [mailto:frederick.w.gro...@xo.com]
Sent: Wednesday, March 17, 2010 5:09 PM
Subject: Re: Application-Bus-Time-Add question

**
Go ahead and use 2 set fields actions so you can see the values of the fields 
in the log.

Action 1:  Set Fields
 EscalationOffset=$EscalationOffset$
Action 2:  Set Fields
 $PROCESS$ @@: Application-Bus-Time-Add "$TIMESTAMP$" "$EscalationOffSet$" 
"1" "SGP0070" "SGP0070"

Fred



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Robert Fults
Sent: Wednesday, March 17, 2010 3:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Application-Bus-Time-Add question

**
It's coming up as null in the set fields. :s  Even though the data is there and 
the qualification is being passed.  I ran into another issue when I tried this 
with a filter:  $TIMESTAMP$ doesn't work.  I get "ARERR [4568] The start or end 
time provided for the command is not valid."  I also tried passing this from a 
char field and got the same result.

Sincerely,

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

From: Lamy, Thomas [mailto:tom.l...@unh.edu]
Sent: Wednesday, March 17, 2010 4:10 PM
To: Robert Fults
Subject: RE: Application-Bus-Time-Add question

$EscalationOffSet$ appears to be $NULL$ when you fire the AL.  I would use a 
logical if ($EscalationOffSet$ == NULL) { Throw an error message } first.

From: Robert Fults [mailto:rfu...@fiu.edu]
Sent: Wednesday, March 17, 2010 3:58 PM
To: Lamy, Thomas
Subject: RE: Application-Bus-Time-Add question

Tried it with the same results.  I thought it was strange that the process 
requires it to be in quotes in the first place, but $TIMESTAMP$ seems to work.

Sincerely,

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

From: Lamy, Thomas [mailto:tom.l...@unh.edu]
Sent: Wednesday, March 17, 2010 3:39 PM
To: Robert Fults
Subject: RE: Application-Bus-Time-Add question

Looks like "$EscalationOffSet$" is being read as a string and not an integer.  
Try taking out the quotes.

From: herd-dispatch-boun...@mailman.stanford.edu 
[mailto:herd-dispatch-boun...@mailman.stanford.edu] On Behalf Of Robert Fults
Sent: Wednesday, March 17, 2010 3:02 PM
To: arslist@arslist.org; herd-dispa...@lists.stanford.edu
Subject: [HERD] Application-Bus-Time-Add question

How come

$PROCESS$ @@: Application-Bus-Time-Add "$TIMESTAMP$" "86400" "1" 
"SGP0070" "SGP0070"

returns a result in my set fields action but

$PROCESS$ @@: Application-Bus-Time-Add "$TIMESTAMP$" "$EscalationOffSet$" "1" 
"SGP0070" "SGP0070"

doesn't?

$EscalationOffSet$ is an integer field;  I am able to get the info from this 
field using the set fields action, but as soon as I use the 
Application-Bus-Time-Add process nothing is pulled over.

Here is my AL log entry:
 Start active link processing -- Operation - On Control
 For Schema - +testingform
 Linked to field - btn_showEsc (536870914)
 On screen type - SET
 Checking +testform:btnSetEscTime (0)
 -> Passed qualification -- perform if actions
  0: Set Fields

 Process: Application-Bus-Time-Add "3/17/2010 2:35:25 PM" "" 
"1"
 Date/Time Field (536870915) = Wednesday, March 17, 2010 
3:35:25 PM
 Integer Field (536870916) = 86400

Sincerely,

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

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Re: Bypass Approval Phase

[Hany Abd El_Fatah]

Hi,
do the following
1- open the Application Administration Consol ==>Custome Configuration
==>Foundation ==> Advanced Option ==> Approval Process Configuration
2- the search for all the records
3- Disable All Phases except process Change Level IA - Review
4- modify the process by going to status flow tab
5- in status select values (Begin = Request For Authorization, Approved =
Scheduled, Rejected=Rejected, No Approvers=Scheduled)
6- add all your approval mapping in phase review

BR,
Hany


On 3/18/10, Haque, Rezaul R  wrote:
>
> **
>
> Does anyone can tell me how can we bypass approval phase in ITSM Change
> management 7.01 patch 2.  We would like system to add all approver in one
> phase and when the approver done with it goes straight to Schedule  status.
> Any help would be very much appreciated.
>
>
>
> Thanks,
>
>
>
> Rezaul Haque | Systems Engineer III | ITIL Certified | OSS-Remedy |
> 314.288.3487
>
> 12405 Powerscourt Drive, St. Louis, MO  63376
>
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BR,
Hany

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Re: Complex Webservice

[Atul Vohra]

I used that example and was able to get the base form -> child form 
relationship type web service to work but my issue is going one more level. I 
am not able to figure out how to map the 3 form and link form 2 and 3 (foreign 
key) etc.

What I am trying to do is:
Change will be the base form (PO in the example)
AST: CMDB Association will be the child form (PO Item in the example)
But then I need to add Base ELement as a child of AST:CMDB Association which 
has no link to Change --- How do I create this level and then map (w.r.t. 
foreign key)

Atul Vohra

-Original Message-
From: "Sam Rx" [sam...@gmail.com]
Date: 03/18/2010 12:50 AM
To: a...@protechsoftwareinc.com
Subject: Re: Complex Webservice

you will have to XSD mappings.. just finished really complex integration

try to use the PO and PO ITEM example available in the integration guide.. 
thats really helpful



        
        
                  
                  
         
        
 


On Thu, Mar 18, 2010 at 8:16 AM, Atul Vohra  wrote:
All,

I am trying to write a web service that needs to list some fields from 
CHG:Infrastructure Change form, and CI Name and Type of related CIs

I have a complex web service that uses CHG:Infrastructure Change as the base 
form but I can get to AST:CMDB Associations with the change id and do not know 
how to get to the Base Element form in the same web service.

Any idea how to get these 3 forms tied together (form 3 - Base Element is not 
related to form 1 - Change form)

ARS v7.1
The xsd that I have and works (but need to get the CI Name and CI Type) is:


http://tempuri.org"; 
xmlns:xs="http://www.w3.org/2001/XMLSchema"; xmlns="http://tempuri.org"; 
elementFormDefault="qualified"
attributeFormDefault="unqualified">

                
                        Comment describing your root 
element
                
        
        
                
                        
                        
                        
                        
                        
                        
                        
                
        
        
                        
                                
                                
                        
        
        
        
                
                        
                                
                        
                
        



Thanks
Atul

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Re: Application-Bus-Time-Add question

[Misi Mladoniczky]

Hi,

Frederick is correct, you must use a separate Set-Fields-Action to control
the order of execution.

I response to the problem with using $TIMESTAMP$ or a temp-char-field for
the date, it has an explanation.

If the date-time-format of the Client and the Server is the same, it
should work fine. The format can typically be changed by the user, and is
also different for different regional settings.

The solution is to go via an integer field:
Action 1:  Set Fields

 EscalationOffset=$EscalationOffset$
 TimestampInteger=$TIMESTAMP$

Action 2:  Set Fields

 $PROCESS$ @@: Application-Bus-Time-Add "$TimestampInteger$"
"$EscalationOffSet$" "1" "SGP0070" "SGP0070"

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

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
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Find these products, and many free tools and utilities, at http://rrr.se.

> Go ahead and use 2 set fields actions so you can see the values of the
> fields in the log.
>
> Action 1:  Set Fields
>  EscalationOffset=$EscalationOffset$
> Action 2:  Set Fields
>  $PROCESS$ @@: Application-Bus-Time-Add "$TIMESTAMP$"
> "$EscalationOffSet$" "1" "SGP0070" "SGP0070"
>
> Fred
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Robert Fults
> Sent: Wednesday, March 17, 2010 3:46 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Application-Bus-Time-Add question
>
> **
> It's coming up as null in the set fields. :s  Even though the data is
> there and the qualification is being passed.  I ran into another issue
> when I tried this with a filter:  $TIMESTAMP$ doesn't work.  I get "ARERR
> [4568] The start or end time provided for the command is not valid."  I
> also tried passing this from a char field and got the same result.
>
> Sincerely,
>
> Robert Fults
> Remedy Dev.
> Florida International University
> Email: rfu...@fiu.edu
> http://uts.fiu.edu
>
> From: Lamy, Thomas [mailto:tom.l...@unh.edu]
> Sent: Wednesday, March 17, 2010 4:10 PM
> To: Robert Fults
> Subject: RE: Application-Bus-Time-Add question
>
> $EscalationOffSet$ appears to be $NULL$ when you fire the AL.  I would use
> a logical if ($EscalationOffSet$ == NULL) { Throw an error message }
> first.
>
> From: Robert Fults [mailto:rfu...@fiu.edu]
> Sent: Wednesday, March 17, 2010 3:58 PM
> To: Lamy, Thomas
> Subject: RE: Application-Bus-Time-Add question
>
> Tried it with the same results.  I thought it was strange that the process
> requires it to be in quotes in the first place, but $TIMESTAMP$ seems to
> work.
>
> Sincerely,
>
> Robert Fults
> Remedy Dev.
> Florida International University
> Email: rfu...@fiu.edu
> http://uts.fiu.edu
>
> From: Lamy, Thomas [mailto:tom.l...@unh.edu]
> Sent: Wednesday, March 17, 2010 3:39 PM
> To: Robert Fults
> Subject: RE: Application-Bus-Time-Add question
>
> Looks like "$EscalationOffSet$" is being read as a string and not an
> integer.  Try taking out the quotes.
>
> From: herd-dispatch-boun...@mailman.stanford.edu
> [mailto:herd-dispatch-boun...@mailman.stanford.edu] On Behalf Of Robert
> Fults
> Sent: Wednesday, March 17, 2010 3:02 PM
> To: arslist@arslist.org; herd-dispa...@lists.stanford.edu
> Subject: [HERD] Application-Bus-Time-Add question
>
> How come
>
> $PROCESS$ @@: Application-Bus-Time-Add "$TIMESTAMP$" "86400" "1"
> "SGP0070" "SGP0070"
>
> returns a result in my set fields action but
>
> $PROCESS$ @@: Application-Bus-Time-Add "$TIMESTAMP$" "$EscalationOffSet$"
> "1" "SGP0070" "SGP0070"
>
> doesn't?
>
> $EscalationOffSet$ is an integer field;  I am able to get the info from
> this field using the set fields action, but as soon as I use the
> Application-Bus-Time-Add process nothing is pulled over.
>
> Here is my AL log entry:
>  Start active link processing -- Operation - On Control
>  For Schema - +testingform
>  Linked to field - btn_showEsc (536870914)
>  On screen type - SET
>  Checking +testform:btnSetEscTime (0)
>  -> Passed qualification -- perform if actions
>   0: Set Fields
>
>  Process: Application-Bus-Time-Add "3/17/2010 2:35:25
> PM" "" "1"
>  Date/Time Field (536870915) = Wednesday, March 17, 2010
> 3:35:25 PM
>  Integer Field (536870916) = 86400
>
> Sincerely,
>
> Robert Fults
> Remedy Dev.
> Florida International University
> Email: rfu...@fiu.edu
> http://uts.fiu.edu
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>
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