date:20100330

Hi all,
As per the below analysis(Please read the below thread), we have went
further analysis and found out that the two ARExport,

First ARExport call - export the Form
Second ARExport call - export the view

This view export is not happening, please help us in resolving this issue.

Regards,
Gopal




Gopal-srg wrote:
 
 Hi Jason/Brain Bishop,
 
 I am facing the same issue in ITSM 7.5 pathc001 installation(User
 client).When we analysed, found why it was happening but workaround not
 able to figure it out.
 
 Reason for non-response of Application entry poit for Incident/Problem :
 Below analysis is done using the Server logs/API logs and in comparison
 with the logs of others user who are able to access properly and also the
 logs for Asset/Change management which were accessed properly through
 their entry points.
 
 Whenever the form is opened newly(not cached in user client machine)
 following sequence was happening,
 1.Through API ARExport is called which calls many sql based
 transactions,then the current API execution ends
 2.Again one more time the ARExport is called,but in this case no sql
 transcations were made
 3.At last, arInvokeForm is called follwed by the active link processing
 
 But in our case for Incident/Problem this ARExport is happening only once
 after that nothing happens.
 
 we dont know the how to solve this problem becuase these ARExport calls
 are made by the API's.We tried to replace the arapi.dll in the User
 installation directory(client) with dll file from the working system, this
 also didnt work.
 we are stuck up with this.
 
 Regards,
 Gopal 
 
 
 Brian Bishop-3 wrote:
 
 Hi Jason,
 
  
 
 I have seen the same issue on a 7.5 patch 1 install user tool. I spent
 quite
 some time trying to figure out why the links to the Incident and Problem
 management consoles did nothing yet the other links worked. It was from a
 user tool installed on the server, windows 2003 running 7.5 and ITSM 7.5,
 but I found that if I logged on as the same user, Demo, from my laptop
 running XP pro it worked. I sat looking at it for some time but couldn't
 figure it out. I know find, 2 weeks later, that it works on the server
 now!
 
  
 
 However I now have another issue where I have a user who cannot see any
 of
 the links to the Asset consoles, even though they are in the correct
 roles,
 unless I put them in the Administrator group. I have checked permissions
 on
 the forms and all is fine.
 
  
 
 So if there is anybody out there who understands how this works, please
 share. My installation is Server 7.5 patch 1 on a windows 2003 server
 using
 Oracle 10g. User tool is 7.5 patch 1 as well. Full ITSM 7.5.01 as well.
 
  
 
 Brian Bishop
 
  
 
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Jason
 Sent: 01 July 2009 07:53
 To: arslist@ARSLIST.ORG
 Subject: Application Entry points not doing anything
 
  
 
 ** 
 
 Has anyone seen this (and have a fix or workaround) on the Windows User
 Tool? Using 7.1 P5 on XP workstations. We have 2 computers that display
 the
 application entry points, but nothing happens when you click on them.
 
  
 
 Server is 7.1 P5
 
  
 
 Tried removing the tool and re-installing
 
 Tried to copy the ar_wut.js from a good machine to the bad
 
  
 
 Any thoughts before I tell them to reinstall the box?
 
  
 
  
 
  
 
 Thanks
 
 Jason
 
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Re: Escalation Oddity (or email oddity?)

2010-03-30 Thread William Abdo

Hi Lisa,

Are you sure the target address is correct?

Maybe it has extraneous quotes around it?

If it makes it to that form(AR System Email Messages) the work flow is working 
so it must be the address or maybe the email service (or daemon) is off-line. 

You need to check if you enter an email directly Into the form does it send to 
you. (no quotes or brackets around the address for this test).

 

Respectfully,

 

William Abdo

Verio - Boca Raton

Remedy Administration Group

561-912-2434

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Monday, March 29, 2010 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Escalation Oddity (or email oddity?)

 

** 

I have a very simple escalation that changes a status.  I then have a Filter 
that when the status is changed (to Expired) a notification goes out (via an 
email).

 

The AR System Email Messages form shows that it was Sent but no email is ever 
sent.  When I manually flip the status to Expired, the filter sends the 
notification and the AR System Email Messages form show Sent, but an email is 
really sent.

 

Isn't this odd???  Especially if the AR System Email Messages form is saying 
that it was sent, but no email gets sent….

 

Lisa Kemes 

AR System Developer

Tyco Electronics

717-810-2408 tel

717-810-2124 fax

lisa.ke...@tycoelectronics.com

 

 

 

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Re: Tomcat removal....

2010-03-30 Thread Frank Caruso

I just checked our web servers and there is an uninstall package but it is
called Apache Tomcat not Tomcat. Might that be your issue?

Frank

On Tue, Mar 30, 2010 at 3:57 PM, Richard Copits richard@bwc.state.oh.us
 wrote:

 **

 We currently use Tomcat as a web server. We want to use IIS instead. It’s
 been suggested that I uninstall

 Tomcat but there doesn’t appear to be any entry in add/remove programs. Any
 suggestions on how to

 remove Tomcat safely/correctly? Thanks!


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Re: AR System Clients and API's

Hi,
Thanks for the information provided, the main reason why i started this
thread , there is a issue with respect to the Application entry point
execution.
Please follow the below mentioned thread and provide some resolution to this
issue,

http://old.nabble.com/Application-Entry-points-not-doing-anything-td24285044.html#a28082147
http://old.nabble.com/Application-Entry-points-not-doing-anything-td24285044.html#a28082147

Misi Mladoniczky wrote:

Hi again,

One more thing.

If you are doing performance tuning, you do not need to understand
everything.

Check out the presentation I did during WWRUG09, where I point out the
most interesting API-calls:
http://rrr.se/doc/WWRUG09_RRR_LogFilePerformanceTuning.pdf

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

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

Hi,
Thank you for this information.I have gone through these logs, it is
really
of great help.
But i wanted to know one more thing, how these commands are getting
initiated from the User tool, which file from the ARUser installed
directory
initiates this command sequence.

Please provide this info, it will be of great help.

Regards,
Gopal

Misi Mladoniczky wrote:

Hi,

The ARUser uses the C-API as described in the Programmers Guide PDF.

The communication is Sun RPC over TCP.

If you want to know exactly which calls ARUser makes, you can set the
environment variable ARAPILOGGING=1 before starting it, and read the
resulting arapires.log and arapicmd.log.

You can also turn on Client- or Server-side API-logging.

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

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
logs.
Find these products, and many free tools and utilities, at
http://rrr.se.

Hi all,
Need to now how the BMC Remedy User Client works with C API(existing
communication) to access the AR Server(No custom API).Is there any
documents
that clearly describes this communication?

Please someone provide information on this, it will be of great help.
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Re: Tomcat removal....

2010-03-30 Thread Richard Copits

Nope...we don't have that on the add/remove list. Didn't find anything even 
similar...and nothing under
the programs tab on the main screen either

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Frank Caruso
Sent: Tuesday, March 30, 2010 9:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat removal

**
I just checked our web servers and there is an uninstall package but it is 
called Apache Tomcat not Tomcat. Might that be your issue?

Frank
On Tue, Mar 30, 2010 at 3:57 PM, Richard Copits 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us wrote:
**
We currently use Tomcat as a web server. We want to use IIS instead. It's been 
suggested that I uninstall
Tomcat but there doesn't appear to be any entry in add/remove programs. Any 
suggestions on how to
remove Tomcat safely/correctly? Thanks!

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this message.
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Re: How can I close browser windows from an active link?

2010-03-30 Thread Ashton, Jim (JUS)

Try it this way:

javascript:window.opener=self;window.close();


Best regards,
Jim.

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Re: Change Manager - Change Implementor

2010-03-30 Thread Guillaume Rheault

SARBOX is also regulation for large public companies

If the application does not enforce the expected separation of duties OOTB, 
then reports need to be produced to the auditors, as you point out, to show 
that only predefined approvers approved/rejected the change, that the approvers 
did not implement the change, etc, etc, which is time consuming and is not cost 
effective.

If the Remedy Change Mgmt application was designed and abled to be configured 
to enforce these SOD rules, then such reports would not need to be produced. 
Maybe something for BMC to look at for ITSM 9.0 ?

Keep in mind that all these extra audit reports are a burden to your reporting 
group (if you have one) or your Remedy admins, time that most people don't 
havethat's all. The alternative is to customize the app to enforce some 
rules. So in the end, you need additional custom audit reports or application 
customization, pick the one you like. External auditors may opt for the 
reporting solution, since this would increase their engagement time, which is 
at the detriment of the audited company. And since audits need to be done every 
year, they would be quite happy with that. Maybe I should become an auditor!

Guillaume



From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Lyle Taylor [tayl...@ldschurch.org]
Sent: Monday, March 29, 2010 8:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementor

**
I agree with Christopher; SOD is not specified by ITIL and so doesn’t 
necessarily need to be enforced by default by the application supporting the 
processes.  SOD is a policy decision.  That said, it would be nice if Change 
Management had the ability to support policies like this.  And that said, from 
my recollection SARBOX is more about policy, procedures and auditing.  The 
tools don’t need to enforce the process policies so long as you can show at 
audit time that you have controls in place in your process to check for these 
cases and help prevent them – or take action when something does happen – and 
if you can show by your auditing that you have been following your process.  On 
that front, I believe CM does support that.  Approvals and changes can store 
audit information, so you have the information you need to show that you are 
following your process policies with regard to SOD.

Lyle


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Re: Top Positions SSO Solution

2010-03-30 Thread Garrison, Sean (Norcross)

Without being too technical I don't really trust an ARS SSO integration that 
much.  In order to build an sso you have to follow a process:

1.  Modify the authentication to the mid-tier to check the users credentials.
2.  If the user is valid allow them to log into remedy
3.  If the user is from mid-tier and they have valid credentials bypass the 
AREA authentication and let them in.

It is at step 3 where I believe the security hole lies in an SSO 
implementation.  Granted there is some security but it is relatively weak.  
Typically they ask you to enter in a list of ip addresses and a password of 
some type.  This password is usually passed into the Authentication field in 
area.  The IP address is a whitelist to tell area whether or not this is a 
mid-tier ip.  So let's say you added your ip address to the whitelist that you 
configure for the sso implementation.  Using the User tool you enter in the 
mid-tier password into the authentication field and put in your username 
leaving the password field blank.  My guess is that you would log right into 
ars with no problems.  Go further and you could probably spoof one of the 
mid-tier ip addresses so that ars thinks your ip address is one of the 
mid-tiers you could do the same thing with entering in no password just the 
mid-tier password.  I don't know what java system solutions does for this issue 
nor what the remedy-sso does.  But in both flowcharts you see a little arrow 
going from mid-tier to ARS.  Before implementing either SSO I would recommend 
validating with the vendor how secure that data is that is passed between 
mid-tier and ars and your comfort level with this type of security.  The only 
reason I know this is because I have tried to build an SSO solution before. 

Thanks, 

Sean




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, March 30, 2010 8:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Top Positions SSO Solution

Top Positions is spamming every email address that they can associate with an 
Remedy Admin.  They hit a new email address of mine that was added to the 
www.wwrug.com website a couple of weeks ago.
Dave
-
dave.shell...@tycoelectronics.com
(Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Sent: Tue Mar 30 08:19:53 2010
Subject: Re: Top Positions SSO Solution

Addendum:

Just visited their website.  Right...

Just visited another website: http://www.javasystemsolutions.com.
This is more like it.

I think I will stick with exploring a solution with: 
http://www.javasystemsolutions.com

The term caveat emptor comes to mind.

Still interested in hearing other feedback.


On Mar 30, 8:01 am, Elry elryal...@gmail.com wrote:
 Hi Guys...

 Got an email from a company called Top Positions.

 http://www.remedy-sso.com/

 They are offering a SSO solution out of the box for Remedy products.

 Has anyone heard of them or tried their product???

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Upgrade of Analytics from 2.5 to 7.6

2010-03-30 Thread brian . bishop

Hi All,

I am attempting to upgrade Analytic from 2.5 to 7.6. I was given the impression 
that I could do this without upgrading BOXI. But this turns out not to be true 
as even though the upgrade went fine none of the reports will run unless we are 
on Web Intelligence version 12.1.0.0.

So now I am trying to upgrade BOXI 3.0 to 3.1 but the upgrade wont allow it. 
Any advise on the correct path would be apprteciated.

Thanks
Brian

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arserver.exe performance saving workflow

2010-03-30 Thread Martinez, Marcelo A

I'm having an issue trying to save workflow via the admin tool. I'm just doing 
basic enable/disable function of workflow. The issue is that after I disable a 
workflow and press save, the memory usage of arserver.exe jumps from less than 
600mb to over 1gig. The problem is that the change to the workflow never 
happens, it times out; and then, after the time out, the memory does not go 
back down below 600mb. None of my users are seeing any performance issues, just 
me through the admin tool.
I checked under the application event log (windows) and noticed I have a many 
informational entries for AR System Monitor which read: 390620: AR System 
server terminated when a signal/exception was received by the server (ARNOTE 
20). And also: 390620: AR System server terminated - fatal error encountered 
(ARNOTE 21). I also see many VsJITDebugger error entries.
I proceeded to reboot the server last night and tried saving my workflow again, 
same thing happened. My arserver.exe runs at below 600MB, then when I attempt 
to save it, it jumps up to 1.2gb. then the memory does not seem to get released 
and I cannot save any workflow.

As of today, I have not seen any AR System Monitor entries in the application 
log, but I am afraid to attempt to work on any workflow.

Has anyone experienced similar issues? Or can advise on how to troubleshoot.

Environment:
Win 2003
SQL2005
ARS 7.1P7

Thanks,
Marcelo

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Re: Change Manager - Change Implementer

Isn't SARBOX a US only control? I don't see BMC creating a SARBOX
compliant application when they are multinational. I would be more
interested in a better tested/less buggy product that I can create some
workflow to manage process'. SARBOX is also pretty loose as far as each
company creating its own process to remain compliant and I really would
hate for BMC to start dictating that too.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Monday, March 29, 2010 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementer

I cannot agree more. I think the next frontier is to be SARBOX
compliant, in addition to be ITIL compliant.
Now that would be a very competitive edge for BMC

Guillaume


From: Action Request System discussion list(ARSList)
[arsl...@arslist.org] on behalf of Chowdhury, Tauf
[tauf.chowdh...@frx.com]
Sent: Monday, March 29, 2010 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementer

From our experience in recently implementing CHM 7.0.3, relying on
business process as your ONLY means of enforcement of segregation of
duties is something that sounds good on paper but not on the pavement.
As in previous posts, we've had to use custom filters to enforce the
business process of not having the same Change Manager also being the
Assignee/Implementer. IMO, the tool enforcement needs to be in place
when dealing with SOX and any other audit requirements.

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Marsh, Lee
Sent: Monday, March 29, 2010 11:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementer

Can't you still separate roles using Remedy change configuration rules,
approval mappings, and AP-administration?



The software is not the process nor does it control the process.   The
organization still has its own processes and rules.   ITSM is a way to
capture the data for service management purposes.For example, you
can implement an organizational policy that says financial changes have
to have a particular approval from a particular non-IT, accounting staff
member.  His signed authorization is a required approval for anyone in
IT implementing that change.



I don't see where Remedy ITSM is not SARBOX compliant.   It supports
SARBOX policies and processes which is what you want for an IT Service
Management package.  You want to have historical record of the changes
to all the systems and how they were implemented.   The degree and
complexity of SOD is up to the organization, its structure, and its
business needs.  ITSM just records and helps automate the capture and
processing of the service and process related data.



For example, if your accounting application development team propose a
change, Remedy CM is there to record the reviews and approvals by the
parties.  I would assume it would include your IT technical staff but
would also include your accounting staff.  The accounting staff may also
want an outside auditor to review and approve the change.   ITSM CM
would capture the process related data.  It can organize the related
communications in the work information records and capture the dates and
times the approvals are processed.   A change review board can pull up
copies of all the various ITSM CM records related to the change process,
review them  for approval and risk management.



SarbOx is not my area of expertise so maybe I'm missing something.



Lee Marsh.





*
Lee Marsh
Remedy Administrator

BAE Systems Office Automation Systems Team
Antitrust Division, U.S. Department of Justice

Phone:  202-305-9725

Cell:  202-528-1749
Email: lee.ma...@usdoj.gov
*



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Monday, March 29, 2010 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementor



**

Now, the ironic thing, is that for organizations to be  SARBOX
compliant, they need to implement a change mgmt process (and tool
therefore), which would be ITIL compliant.
but OOTB, the ITIL tool is not SARBOX complaint!! so we're coming full
circle.

Ironic isn't it?

  _

From: Action Request System discussion list(ARSList)
[arsl...@arslist.org] on behalf of Guillaume Rheault
[guilla...@dcshq.com]
Sent: Monday, March 29, 2010 10:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementor

**

Financial applications are defined in our environment as Application
CIs. These applications run on databases and servers which are also in
the CMDB.
So here is a very simple scenario:
If you follow Sarbanes Oxley rules, you cannot approve and

Re: Top Positions SSO Solution

Sean,

You have right. I agree with you.
I will try to explain you how Plugin SSO works from TopPositions.

If you connect to ARS through the Mid-Tier. Md-Tier is authenticating in the 
ARS through the special password.
Of course the mid-tier-ip is on the whitelist (see the Installation guide page 
15, MidTier-IP parameter).

But if client connect to ARS through the Windows client you have the followed 
process:
1. Remedy User authenticate user in the special Authentication Service through 
the NTLM negotiation(NTLMv2) in the Domain Controler. 
2. If user is confirmed the Service return generated token to the Remedy User. 
(Token is unique for every User)
3. Remedy User passed into the Authentication field in area this token to 
ARESSO.
4. AREA SSO confirm in the Authentication Service this token, If token is 
correct user is authenticate, if no user is no authenticate. Of course the 
Authentication Service confirm client IP address. And the token expired if is 
not use to long time.


Cheers

Konrad 

TopPositions
Really only one secure Plugin SSO for BM Remedy AR System.
Http://www.remedy-sso.com












-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Garrison, Sean (Norcross)
Sent: Tuesday, March 30, 2010 4:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Top Positions SSO Solution

Without being too technical I don't really trust an ARS SSO integration that 
much.  In order to build an sso you have to follow a process:

1.  Modify the authentication to the mid-tier to check the users credentials.
2.  If the user is valid allow them to log into remedy
3.  If the user is from mid-tier and they have valid credentials bypass the 
AREA authentication and let them in.

It is at step 3 where I believe the security hole lies in an SSO 
implementation.  Granted there is some security but it is relatively weak.  
Typically they ask you to enter in a list of ip addresses and a password of 
some type.  This password is usually passed into the Authentication field in 
area.  The IP address is a whitelist to tell area whether or not this is a 
mid-tier ip.  So let's say you added your ip address to the whitelist that you 
configure for the sso implementation.  Using the User tool you enter in the 
mid-tier password into the authentication field and put in your username 
leaving the password field blank.  My guess is that you would log right into 
ars with no problems.  Go further and you could probably spoof one of the 
mid-tier ip addresses so that ars thinks your ip address is one of the 
mid-tiers you could do the same thing with entering in no password just the 
mid-tier password.  I don't know what java system solutions does for this issue 
nor what the remedy-sso does.  But in both flowcharts you see a little arrow 
going from mid-tier to ARS.  Before implementing either SSO I would recommend 
validating with the vendor how secure that data is that is passed between 
mid-tier and ars and your comfort level with this type of security.  The only 
reason I know this is because I have tried to build an SSO solution before. 

Thanks, 

Sean




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, March 30, 2010 8:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Top Positions SSO Solution

Top Positions is spamming every email address that they can associate with an 
Remedy Admin.  They hit a new email address of mine that was added to the 
www.wwrug.com website a couple of weeks ago.
Dave
-
dave.shell...@tycoelectronics.com
(Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 
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Re: Application Entry points not doing anything

2010-03-30 Thread Misi Mladoniczky

Hi,

ARExport-calls may not result in SQL-calls, if the data is cached on the
server.

Do you see this problem for all users on all clients?

Have you tried removing all ARF/ARV-files?

Try touching the objects involved, thus forcing a recache. You have to
figure out how to enable the save-button without doing any real change.
For example by changing a fields db-name, restoring it, and then hitting
the save-button.

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

Hi all,
As per the below analysis(Please read the below thread), we have went
further analysis and found out that the two ARExport,

First ARExport call - export the Form
Second ARExport call - export the view

This view export is not happening, please help us in resolving this issue.

Regards,
Gopal

Gopal-srg wrote:

Hi Jason/Brain Bishop,

I am facing the same issue in ITSM 7.5 pathc001 installation(User
client).When we analysed, found why it was happening but workaround not
able to figure it out.

Reason for non-response of Application entry poit for Incident/Problem :
Below analysis is done using the Server logs/API logs and in comparison
with the logs of others user who are able to access properly and also
the
logs for Asset/Change management which were accessed properly through
their entry points.

Whenever the form is opened newly(not cached in user client machine)
following sequence was happening,
1.Through API ARExport is called which calls many sql based
transactions,then the current API execution ends
2.Again one more time the ARExport is called,but in this case no sql
transcations were made
3.At last, arInvokeForm is called follwed by the active link processing

But in our case for Incident/Problem this ARExport is happening only
once
after that nothing happens.

we dont know the how to solve this problem becuase these ARExport calls
are made by the API's.We tried to replace the arapi.dll in the User
installation directory(client) with dll file from the working system,
this
also didnt work.
we are stuck up with this.

Regards,
Gopal

Brian Bishop-3 wrote:

Hi Jason,

I have seen the same issue on a 7.5 patch 1 install user tool. I spent
quite
some time trying to figure out why the links to the Incident and
Problem
management consoles did nothing yet the other links worked. It was from
a
user tool installed on the server, windows 2003 running 7.5 and ITSM
7.5,
but I found that if I logged on as the same user, Demo, from my laptop
running XP pro it worked. I sat looking at it for some time but
couldn't
figure it out. I know find, 2 weeks later, that it works on the server
now!

However I now have another issue where I have a user who cannot see any
of
the links to the Asset consoles, even though they are in the correct
roles,
unless I put them in the Administrator group. I have checked
permissions
on
the forms and all is fine.

So if there is anybody out there who understands how this works, please
share. My installation is Server 7.5 patch 1 on a windows 2003 server
using
Oracle 10g. User tool is 7.5 patch 1 as well. Full ITSM 7.5.01 as well.

Brian Bishop

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason
Sent: 01 July 2009 07:53
To: arslist@ARSLIST.ORG
Subject: Application Entry points not doing anything

Has anyone seen this (and have a fix or workaround) on the Windows User
Tool? Using 7.1 P5 on XP workstations. We have 2 computers that display
the
application entry points, but nothing happens when you click on them.

Server is 7.1 P5

Tried removing the tool and re-installing

Tried to copy the ar_wut.js from a good machine to the bad

Any thoughts before I tell them to reinstall the box?

Thanks

Jason

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Re: Tomcat removal....

Hello,

 

 

Install again the Mid-Tier. But this time select IIS during the
Installation.

The setup will install tomcat again, but this time it will install the
redirection from IIS to Tomcat.

 

Cheers

 

Konrad 

 

TopPositions

Really only one secure Plugin SSO for BM Remedy AR System.

Http://www.remedy-sso.com

 

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Richard Copits
Sent: Tuesday, March 30, 2010 3:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat removal

 

** 

Nope.we don't have that on the add/remove list. Didn't find anything even
similar.and nothing under

the programs tab on the main screen either..

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Frank Caruso
Sent: Tuesday, March 30, 2010 9:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat removal

 

** 

I just checked our web servers and there is an uninstall package but it is
called Apache Tomcat not Tomcat. Might that be your issue?

 

Frank

On Tue, Mar 30, 2010 at 3:57 PM, Richard Copits
richard@bwc.state.oh.us wrote:

** 

We currently use Tomcat as a web server. We want to use IIS instead. It's
been suggested that I uninstall

Tomcat but there doesn't appear to be any entry in add/remove programs. Any
suggestions on how to

remove Tomcat safely/correctly? Thanks!



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please delete all copies from your system without disclosing, copying, or
transmitting this message.

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Re: Top Positions SSO Solution

2010-03-30 Thread Elry

Thanks for all the responses...

Konrad - quick question:  Seems like you are saying that by signing on
through the WUT - there is a secure protocol that is followed when
using java system's  plugin.

Are there any issues when trying to do SSO through the Mid-Tier?

Not that I perceive this as an issue for us, since we are primarily
focused on the WUT.



On Mar 30, 10:35 am, Konrad Banasiak gene...@remedy-sso.com wrote:
 Sean,

 You have right. I agree with you.
 I will try to explain you how Plugin SSO works from TopPositions.

 If you connect to ARS through the Mid-Tier. Md-Tier is authenticating in the 
 ARS through the special password.
 Of course the mid-tier-ip is on the whitelist (see the Installation guide 
 page 15, MidTier-IP parameter).

 But if client connect to ARS through the Windows client you have the followed 
 process:
 1. Remedy User authenticate user in the special Authentication Service 
 through the NTLM negotiation(NTLMv2) in the Domain Controler.
 2. If user is confirmed the Service return generated token to the Remedy 
 User. (Token is unique for every User)
 3. Remedy User passed into the Authentication field in area this token to 
 ARESSO.
 4. AREA SSO confirm in the Authentication Service this token, If token is 
 correct user is authenticate, if no user is no authenticate. Of course the 
 Authentication Service confirm client IP address. And the token expired if is 
 not use to long time.

 Cheers

 Konrad

 TopPositions
 Really only one secure Plugin SSO for BM Remedy AR System.
 Http://www.remedy-sso.com

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Garrison, Sean (Norcross)
 Sent: Tuesday, March 30, 2010 4:01 PM
 To: arsl...@arslist.org
 Subject: Re: Top Positions SSO Solution

 Without being too technical I don't really trust an ARS SSO integration that 
 much.  In order to build an sso you have to follow a process:

 1.  Modify the authentication to the mid-tier to check the users credentials.
 2.  If the user is valid allow them to log into remedy
 3.  If the user is from mid-tier and they have valid credentials bypass the 
 AREA authentication and let them in.

 It is at step 3 where I believe the security hole lies in an SSO 
 implementation.  Granted there is some security but it is relatively weak.  
 Typically they ask you to enter in a list of ip addresses and a password of 
 some type.  This password is usually passed into the Authentication field 
 in area.  The IP address is a whitelist to tell area whether or not this is 
 a mid-tier ip.  So let's say you added your ip address to the whitelist that 
 you configure for the sso implementation.  Using the User tool you enter in 
 the mid-tier password into the authentication field and put in your username 
 leaving the password field blank.  My guess is that you would log right into 
 ars with no problems.  Go further and you could probably spoof one of the 
 mid-tier ip addresses so that ars thinks your ip address is one of the 
 mid-tiers you could do the same thing with entering in no password just the 
 mid-tier password.  I don't know what java system solutions does for this 
 issue nor what the remedy-sso does.  But in both flowcharts you see a little 
 arrow going from mid-tier to ARS.  Before implementing either SSO I would 
 recommend validating with the vendor how secure that data is that is passed 
 between mid-tier and ars and your comfort level with this type of security.  
 The only reason I know this is because I have tried to build an SSO solution 
 before.

 Thanks,

 Sean

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Shellman, David
 Sent: Tuesday, March 30, 2010 8:25 AM
 To: arsl...@arslist.org
 Subject: Re: Top Positions SSO Solution

 Top Positions is spamming every email address that they can associate with an 
 Remedy Admin.  They hit a new email address of mine that was added to 
 thewww.wwrug.comwebsite a couple of weeks ago.
 Dave
 -
 dave.shell...@tycoelectronics.com
 (Wireless)

 - Original Message -
 From: Action Request System discussion list(ARSList)
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Re: Escalation Oddity (or email oddity?)

2010-03-30 Thread Kemes, Lisa

Thanks everyone.  Yes, the emails are correct.  I can hit the send button on 
the AR System Email Messages form and it sends the email just fine, if it was a 
problem with the Email Address this wouldn't work would it?  It just does not 
send at the time when the escalation kicks off the change in status and the 
filter does the notify. (so weird)

We are getting really weird errors on our stdout.log file (NOT the stderr.log 
file) that may have something to do with this.  The error Notification is 
Deleted after Database Timeout keeps appearing over and over again. (even 
though there are maybe 1 or 2 notification emails that should go out everyday) 
It fills up the log file quite quickly.  (like 500MB in a few days) We have to 
restart the email engine to create a clean file almost every week because it 
just gets too big.

In about a week we are upgrading our email engine to 7.1 p8  (I forget to tell 
everyone where we are right now, sorry!  ARS 7.1 p7, Email Engine 7.1 p7, 
Windows 2003).  We are also putting our email on it's own thread (or queue, I 
always get those mixed up).

I'm hoping that these changes may fix this problem.  It's just so weird!


Lisa




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Abdo
Sent: Tuesday, March 30, 2010 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation Oddity (or email oddity?)

Hi Lisa,
Are you sure the target address is correct?
Maybe it has extraneous quotes around it?
If it makes it to that form(AR System Email Messages) the work flow is working 
so it must be the address or maybe the email service (or daemon) is off-line.
You need to check if you enter an email directly Into the form does it send to 
you. (no quotes or brackets around the address for this test).

Respectfully,

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


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Monday, March 29, 2010 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Escalation Oddity (or email oddity?)

**
I have a very simple escalation that changes a status.  I then have a Filter 
that when the status is changed (to Expired) a notification goes out (via an 
email).

The AR System Email Messages form shows that it was Sent but no email is ever 
sent.  When I manually flip the status to Expired, the filter sends the 
notification and the AR System Email Messages form show Sent, but an email is 
really sent.

Isn't this odd???  Especially if the AR System Email Messages form is saying 
that it was sent, but no email gets sent

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



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Re: AR System Clients and API's

2010-03-30 Thread Kemes, Lisa

Misi,

You discuss something called an Escalation Timeline in your .pdf file.  Is this 
something that the customer can gather through API Calls?  (I was not at WWRUG 
last year).   :( 


Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
Sent: Monday, March 29, 2010 3:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Clients and API's

Hi again,

One more thing.

If you are doing performance tuning, you do not need to understand everything.

Check out the presentation I did during WWRUG09, where I point out the most 
interesting API-calls:
http://rrr.se/doc/WWRUG09_RRR_LogFilePerformanceTuning.pdf

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

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

 Hi,
 Thank you for this information.I have gone through these logs, it is 
 really of great help.
 But i wanted to know one more thing, how these commands are getting 
 initiated from the User tool, which file from the ARUser installed 
 directory initiates this command sequence.

 Please provide this info, it will be of great help.

 Regards,
 Gopal


 Misi Mladoniczky wrote:

 Hi,

 The ARUser uses the C-API as described in the Programmers Guide PDF.

 The communication is Sun RPC over TCP.

 If you want to know exactly which calls ARUser makes, you can set the 
 environment variable ARAPILOGGING=1 before starting it, and read the 
 resulting arapires.log and arapicmd.log.

 You can also turn on Client- or Server-side API-logging.

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

 Products from RRR Scandinavia:
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy 
 logs.
 Find these products, and many free tools and utilities, at 
 http://rrr.se.

 Hi all,
 Need to now how the BMC Remedy User Client works with C API(existing
 communication) to access the AR Server(No custom API).Is there any 
 documents that clearly describes this communication?

 Please someone provide information on this, it will be of great help.
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Re: AR System Clients and API's

2010-03-30 Thread Kemes, Lisa

Nevermind, I think I found the answer.  Is this in your RRR/Log product?  :)
 


Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Tuesday, March 30, 2010 11:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Clients and API's

Misi,

You discuss something called an Escalation Timeline in your .pdf file.  Is this 
something that the customer can gather through API Calls?  (I was not at WWRUG 
last year).   :( 


Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
Sent: Monday, March 29, 2010 3:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Clients and API's

Hi again,

One more thing.

If you are doing performance tuning, you do not need to understand everything.

Check out the presentation I did during WWRUG09, where I point out the most 
interesting API-calls:
http://rrr.se/doc/WWRUG09_RRR_LogFilePerformanceTuning.pdf

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

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

 Hi,
 Thank you for this information.I have gone through these logs, it is 
 really of great help.
 But i wanted to know one more thing, how these commands are getting 
 initiated from the User tool, which file from the ARUser installed 
 directory initiates this command sequence.

 Please provide this info, it will be of great help.

 Regards,
 Gopal


 Misi Mladoniczky wrote:

 Hi,

 The ARUser uses the C-API as described in the Programmers Guide PDF.

 The communication is Sun RPC over TCP.

 If you want to know exactly which calls ARUser makes, you can set the 
 environment variable ARAPILOGGING=1 before starting it, and read the 
 resulting arapires.log and arapicmd.log.

 You can also turn on Client- or Server-side API-logging.

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

 Products from RRR Scandinavia:
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy 
 logs.
 Find these products, and many free tools and utilities, at 
 http://rrr.se.

 Hi all,
 Need to now how the BMC Remedy User Client works with C API(existing
 communication) to access the AR Server(No custom API).Is there any 
 documents that clearly describes this communication?

 Please someone provide information on this, it will be of great help.
 --
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Re: Top Positions SSO Solution

Sean,

Java System's plugin use authentication password saved in the windows
register on all workstations to authenticate users through the RUT.
All users have the same password. In my opinion it is not very save method.

Mid-tier use the ARSAPI to communicate with ARS so communication between mt
and ars is crypted.
Of course we must believe that crypted method between ars an mt used by BMC
is save.

In this document you can read about ars security.
http://documents.bmc.com/supportu/documents/22/39/92239/92239.pdf



Cheers
 
Konrad

TopPositions
Really only one secure Plugin SSO for BM Remedy AR System.
Http://www.remedy-sso.com

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Elry
Sent: Tuesday, March 30, 2010 4:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Top Positions SSO Solution

Thanks for all the responses...

Konrad - quick question:  Seems like you are saying that by signing on
through the WUT - there is a secure protocol that is followed when
using java system's  plugin.

Are there any issues when trying to do SSO through the Mid-Tier?

Not that I perceive this as an issue for us, since we are primarily
focused on the WUT.



On Mar 30, 10:35 am, Konrad Banasiak gene...@remedy-sso.com wrote:
 Sean,

 You have right. I agree with you.
 I will try to explain you how Plugin SSO works from TopPositions.

 If you connect to ARS through the Mid-Tier. Md-Tier is authenticating in
the ARS through the special password.
 Of course the mid-tier-ip is on the whitelist (see the Installation guide
page 15, MidTier-IP parameter).

 But if client connect to ARS through the Windows client you have the
followed process:
 1. Remedy User authenticate user in the special Authentication Service
through the NTLM negotiation(NTLMv2) in the Domain Controler.
 2. If user is confirmed the Service return generated token to the Remedy
User. (Token is unique for every User)
 3. Remedy User passed into the Authentication field in area this token
to ARESSO.
 4. AREA SSO confirm in the Authentication Service this token, If token is
correct user is authenticate, if no user is no authenticate. Of course the
Authentication Service confirm client IP address. And the token expired if
is not use to long time.

 Cheers

 Konrad

 TopPositions
 Really only one secure Plugin SSO for BM Remedy AR System.
 Http://www.remedy-sso.com

 -Original Message-
 From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Garrison, Sean (Norcross)
 Sent: Tuesday, March 30, 2010 4:01 PM
 To: arsl...@arslist.org
 Subject: Re: Top Positions SSO Solution

 Without being too technical I don't really trust an ARS SSO integration
that much.  In order to build an sso you have to follow a process:

 1.  Modify the authentication to the mid-tier to check the users
credentials.
 2.  If the user is valid allow them to log into remedy
 3.  If the user is from mid-tier and they have valid credentials bypass
the AREA authentication and let them in.

 It is at step 3 where I believe the security hole lies in an SSO
implementation.  Granted there is some security but it is relatively weak.
 Typically they ask you to enter in a list of ip addresses and a password of
some type.  This password is usually passed into the Authentication field
in area.  The IP address is a whitelist to tell area whether or not this
is a mid-tier ip.  So let's say you added your ip address to the whitelist
that you configure for the sso implementation.  Using the User tool you
enter in the mid-tier password into the authentication field and put in your
username leaving the password field blank.  My guess is that you would log
right into ars with no problems.  Go further and you could probably spoof
one of the mid-tier ip addresses so that ars thinks your ip address is one
of the mid-tiers you could do the same thing with entering in no password
just the mid-tier password.  I don't know what java system solutions does
for this issue nor what the remedy-sso does.  But in both flowcharts you see
a little arrow going from mid-tier to ARS.  Before implementing either SSO I
would recommend validating with the vendor how secure that data is that is
passed between mid-tier and ars and your comfort level with this type of
security.  The only reason I know this is because I have tried to build an
SSO solution before.

 Thanks,

 Sean

 -Original Message-
 From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
 Sent: Tuesday, March 30, 2010 8:25 AM
 To: arsl...@arslist.org
 Subject: Re: Top Positions SSO Solution

 Top Positions is spamming every email address that they can associate with
an Remedy Admin.  They hit a new email address of mine that was added to
thewww.wwrug.comwebsite a couple of weeks ago.
 Dave
 -
 dave.shell...@tycoelectronics.com
 (Wireless)

 - Original Message -
 From:

Re: Top Positions SSO Solution

2010-03-30 Thread Daniel Bloom

If I remember correctly there was some question as to whether remedy-sso had
taken the javasystemsolutions solution and put up a web site.

Perhaps either party would like to post to the list to clarify this.

If they are not a legitimate company I will block their posts.

 Dan 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Elry
Sent: March 30, 2010 8:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Top Positions SSO Solution

Addendum:

Just visited their website.  Right...

Just visited another website: http://www.javasystemsolutions.com.
This is more like it.

I think I will stick with exploring a solution with:
http://www.javasystemsolutions.com

The term caveat emptor comes to mind.

Still interested in hearing other feedback.


On Mar 30, 8:01 am, Elry elryal...@gmail.com wrote:
 Hi Guys...

 Got an email from a company called Top Positions.

 http://www.remedy-sso.com/

 They are offering a SSO solution out of the box for Remedy products.

 Has anyone heard of them or tried their product???

 __
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Re: Tomcat removal....

Richard,
Just remember, that you can uninstall Tomcat if you want, but IIS doesn't
handle the java portions that Mid-Tier needsso if you just want to use
IIS for a web redirect to a different java app server, that's coolbut
you can't use JUST IIS to serve Mid-Tier

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Richard Copits
Sent: Tuesday, March 30, 2010 6:57 AM
To: arslist@ARSLIST.ORG
Subject: Tomcat removal


** 

We currently use Tomcat as a web server. We want to use IIS instead. It's
been suggested that I uninstall

Tomcat but there doesn't appear to be any entry in add/remove programs. Any
suggestions on how to

remove Tomcat safely/correctly? Thanks!



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Re: Top Positions SSO Solution

2010-03-30 Thread patrick zandi

There is ours as well, DevTechnology Group has its own version of arsso
Free to the community that we love...
it utilizes CAC authentication, and is configurable.
AS presented at RUG 09
Smart Card Integration with BMC Remedy to meet dod common access card and
hspd-12 / FIPS 201 PIV Credential requirements.

www.devtechnology.com/download.aspx




On Tue, Mar 30, 2010 at 8:01 AM, Elry elryal...@gmail.com wrote:

 Hi Guys...

 Got an email from a company called Top Positions.

 http://www.remedy-sso.com/

 They are offering a SSO solution out of the box for Remedy products.

 Has anyone heard of them or tried their product???


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-- 
Patrick Zandi

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Re: AR System Clients and API's

2010-03-30 Thread Misi Mladoniczky

Hi Lisa,

Yes, it is in the RRR|Log-product.

The demand has not been very great for the
escalation-timeline-functionality. The result is that it is not yet in
production.

If you (or anyone else) are interested in trying the current, let us call
it beta, version of the tool, let me know, and I can grant access.

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.

 Nevermind, I think I found the answer.  Is this in your RRR/Log product?
 :)



 Lisa

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
 Sent: Tuesday, March 30, 2010 11:11 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: AR System Clients and API's

 Misi,

 You discuss something called an Escalation Timeline in your .pdf file.  Is
 this something that the customer can gather through API Calls?  (I was not
 at WWRUG last year).   :(


 Lisa

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
 Sent: Monday, March 29, 2010 3:32 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: AR System Clients and API's

 Hi again,

 One more thing.

 If you are doing performance tuning, you do not need to understand
 everything.

 Check out the presentation I did during WWRUG09, where I point out the
 most interesting API-calls:
 http://rrr.se/doc/WWRUG09_RRR_LogFilePerformanceTuning.pdf

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

 Products from RRR Scandinavia:
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.

 Hi,
 Thank you for this information.I have gone through these logs, it is
 really of great help.
 But i wanted to know one more thing, how these commands are getting
 initiated from the User tool, which file from the ARUser installed
 directory initiates this command sequence.

 Please provide this info, it will be of great help.

 Regards,
 Gopal


 Misi Mladoniczky wrote:

 Hi,

 The ARUser uses the C-API as described in the Programmers Guide PDF.

 The communication is Sun RPC over TCP.

 If you want to know exactly which calls ARUser makes, you can set the
 environment variable ARAPILOGGING=1 before starting it, and read the
 resulting arapires.log and arapicmd.log.

 You can also turn on Client- or Server-side API-logging.

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

 Products from RRR Scandinavia:
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
 logs.
 Find these products, and many free tools and utilities, at
 http://rrr.se.

 Hi all,
 Need to now how the BMC Remedy User Client works with C API(existing
 communication) to access the AR Server(No custom API).Is there any
 documents that clearly describes this communication?

 Please someone provide information on this, it will be of great help.
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Re: AR System Clients and API's

I was working with Carey on an escalation Timeline appreads the
Escalations and puts records in a form based on various inputI would
love to look at the beta of your app to see how you handled some of the
issues I had with displaying the timeline. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
Sent: Tuesday, March 30, 2010 9:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Clients and API's

Hi Lisa,

Yes, it is in the RRR|Log-product.

The demand has not been very great for the
escalation-timeline-functionality. The result is that it is not yet in
production.

If you (or anyone else) are interested in trying the current, let us call it
beta, version of the tool, let me know, and I can grant access.

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.

 Nevermind, I think I found the answer.  Is this in your RRR/Log product?
 :)

 Lisa

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
 Sent: Tuesday, March 30, 2010 11:11 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: AR System Clients and API's

 Misi,

 You discuss something called an Escalation Timeline in your .pdf file.  
 Is this something that the customer can gather through API Calls?  (I was
not
 at WWRUG last year).   :(

 Lisa

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
 Sent: Monday, March 29, 2010 3:32 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: AR System Clients and API's

 Hi again,

 One more thing.

 If you are doing performance tuning, you do not need to understand 
 everything.

 Check out the presentation I did during WWRUG09, where I point out the 
 most interesting API-calls:
 http://rrr.se/doc/WWRUG09_RRR_LogFilePerformanceTuning.pdf

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

 Products from RRR Scandinavia:
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.

 Hi,
 Thank you for this information.I have gone through these logs, it is 
 really of great help.
 But i wanted to know one more thing, how these commands are getting 
 initiated from the User tool, which file from the ARUser installed 
 directory initiates this command sequence.

 Please provide this info, it will be of great help.

 Regards,
 Gopal

 Misi Mladoniczky wrote:

 Hi,

 The ARUser uses the C-API as described in the Programmers Guide PDF.

 The communication is Sun RPC over TCP.

 If you want to know exactly which calls ARUser makes, you can set 
 the environment variable ARAPILOGGING=1 before starting it, and read 
 the resulting arapires.log and arapicmd.log.

 You can also turn on Client- or Server-side API-logging.

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

 Products from RRR Scandinavia:
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy 
 logs.
 Find these products, and many free tools and utilities, at 
 http://rrr.se.

 Hi all,
 Need to now how the BMC Remedy User Client works with C 
 API(existing
 communication) to access the AR Server(No custom API).Is there any 
 documents that clearly describes this communication?

 Please someone provide information on this, it will be of great help.
 --
 View this message in context:
 http://old.nabble.com/AR-System-Clients-and-API%27s-tp28045457p2804
 5 457.html Sent from the ARS (Action Request System) mailing list 
 archive at Nabble.com.

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Re: arserver.exe performance saving workflow

Marcelo,
It sounds like your server is maxing out in memory...would need to do some
additional testing of course to verifybut when saving there are two
different types of memory management.  One is 'Development Cache Mode', the
other is commonly called 'Production Mode'here is basically how it
works.  Dev Cache mode takes the current object cache in memory and locks
it, makes changes to it, then makes it available againthis means while
changes are made to the code the server becomes unavailable to users, but
the server only has one copy of the cache in memory at any time.  The
'production' mode attempts to keep the server available while making the
changes...so the server makes a copy of the cache, makes changes to the
copy, waits for all processes to stop using the original copy, then drops
it.  This process keeps the cache available to users, but causes
significantly more memory in large installations.  If your server is a
Dev/Test server, I suggest turning on dev cache and restarting the server.
If this is Prod, I first off don't recommend making changes directly
therebut if this is during a 'release', the way we deal with that is to
move it into dev cache mode, restart it, make our changes, take it out of
dev cache mode, restart it 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, March 30, 2010 8:08 AM
To: arslist@ARSLIST.ORG
Subject: arserver.exe performance saving workflow

I'm having an issue trying to save workflow via the admin tool. I'm just
doing basic enable/disable function of workflow. The issue is that after I
disable a workflow and press save, the memory usage of arserver.exe jumps
from less than 600mb to over 1gig. The problem is that the change to the
workflow never happens, it times out; and then, after the time out, the
memory does not go back down below 600mb. None of my users are seeing any
performance issues, just me through the admin tool.
I checked under the application event log (windows) and noticed I have a
many informational entries for AR System Monitor which read: 390620: AR
System server terminated when a signal/exception was received by the server
(ARNOTE 20). And also: 390620: AR System server terminated - fatal error
encountered (ARNOTE 21). I also see many VsJITDebugger error entries.
I proceeded to reboot the server last night and tried saving my workflow
again, same thing happened. My arserver.exe runs at below 600MB, then when I
attempt to save it, it jumps up to 1.2gb. then the memory does not seem to
get released and I cannot save any workflow.

As of today, I have not seen any AR System Monitor entries in the
application log, but I am afraid to attempt to work on any workflow.

Has anyone experienced similar issues? Or can advise on how to troubleshoot.

Environment:
Win 2003
SQL2005
ARS 7.1P7

Thanks,
Marcelo


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Re: Top Positions SSO Solution

2010-03-30 Thread Danny Kellett

Konrad,

That's incorrect. We do not use the authentication string any more as many
of the BMC products have bugs in them which prevent SSO being implemented
correctly and safely. I can provide an official list of SW numbers if you
wish, where the authentication string is not passed correctly. To name a
few, Crystal Reports integration and Flashboards within the Windows User
Tool. So good luck when you find your first customer who wants to use
reports on the web or flashboards in the WUT.

Sean, et al,

Java System Solutions has been working with BMC as an SSO solution provider
for four years now. We have partners that support and sell our product such
as BMC themselves, Materna in Germany and Denmark, at which this month they
have published an article about our solution in their magazine (including an
embarrassing picture of John Baker and myself, I'm only 34 years old
honest!), Comfort in Poland from which Konrad used to work for, SoftwareOne
and Zones. So we have customers which are Banks where security has become an
priority and we were happy to modify our product as required, in partnership
with these customers.

So I can confidently let you know, and provide references, from customers
and partners who can verify our security.

In version 2.1, for the WUT SSO, we did store a password in the registry
encrypted by AES http://en.wikipedia.org/wiki/Advanced_Encryption_Standard
This was seen as secure enough for two large American banks and one Polish
Bank.
In version 3.0, due for release in April, we have added another layer of
encryption for the WUT where the password uses rotating keys very similar to
http://www.freshpatents.com/Rotation-of-keys-during-encryption-decryption-dt
20061214ptan20060280298.php
Again, all this is passed in the password field instead of the
authentication field, and thus is again encrypted by BMCs own DES encryption
over the wire.

I believe with all that above, we are confidently happy with our product and
so could many BMC representatives and partners alike.

Elry,

This is turning into a bit of an advert, and for that I apologise Dan/List,
but you can find out more information from www.javasystemsolutions.com or
send me an email off the list dkell...@javasystemsolutions.com

Kind regards
Danny 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Konrad Banasiak
Sent: 30 March 2010 16:17
To: arslist@ARSLIST.ORG
Subject: Re: Top Positions SSO Solution

Sean,

Java System's plugin use authentication password saved in the windows
register on all workstations to authenticate users through the RUT.
All users have the same password. In my opinion it is not very save method.

Mid-tier use the ARSAPI to communicate with ARS so communication between mt
and ars is crypted.
Of course we must believe that crypted method between ars an mt used by BMC
is save.

In this document you can read about ars security.
http://documents.bmc.com/supportu/documents/22/39/92239/92239.pdf



Cheers
 
Konrad

TopPositions
Really only one secure Plugin SSO for BM Remedy AR System.
Http://www.remedy-sso.com

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Elry
Sent: Tuesday, March 30, 2010 4:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Top Positions SSO Solution

Thanks for all the responses...

Konrad - quick question:  Seems like you are saying that by signing on
through the WUT - there is a secure protocol that is followed when
using java system's  plugin.

Are there any issues when trying to do SSO through the Mid-Tier?

Not that I perceive this as an issue for us, since we are primarily
focused on the WUT.



On Mar 30, 10:35 am, Konrad Banasiak gene...@remedy-sso.com wrote:
 Sean,

 You have right. I agree with you.
 I will try to explain you how Plugin SSO works from TopPositions.

 If you connect to ARS through the Mid-Tier. Md-Tier is authenticating in
the ARS through the special password.
 Of course the mid-tier-ip is on the whitelist (see the Installation guide
page 15, MidTier-IP parameter).

 But if client connect to ARS through the Windows client you have the
followed process:
 1. Remedy User authenticate user in the special Authentication Service
through the NTLM negotiation(NTLMv2) in the Domain Controler.
 2. If user is confirmed the Service return generated token to the Remedy
User. (Token is unique for every User)
 3. Remedy User passed into the Authentication field in area this token
to ARESSO.
 4. AREA SSO confirm in the Authentication Service this token, If token is
correct user is authenticate, if no user is no authenticate. Of course the
Authentication Service confirm client IP address. And the token expired if
is not use to long time.

 Cheers

 Konrad

 TopPositions
 Really only one secure Plugin SSO for BM Remedy AR System.
 Http://www.remedy-sso.com

 -Original Message-
 From: Action Request System discussion list(ARSList)

Re: Escalation Oddity (or email oddity?)

2010-03-30 Thread Ron Legters

Lisa -
This isn't really a solution, just something to think about in your 
troubleshooting:

The only difference I can see between when it works and when it doesn't is the 
user, 'Lisa' vs. 'AR_ESCALATOR'. I know that to get some of my custom workflow 
in ITSM7 to work I had to give AR_ESCALATOR a floating license and some 
application permissions. This didn't have anything to do with notifications, 
but it may be an avenue to explore for your problem.

Thanks,
Ron Legters
Remedy Administrator
Production and Quality Control
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
www.univarusa.com

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Tuesday, March 30, 2010 7:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation Oddity (or email oddity?)

**
Thanks everyone.  Yes, the emails are correct.  I can hit the send button on 
the AR System Email Messages form and it sends the email just fine, if it was a 
problem with the Email Address this wouldn't work would it?  It just does not 
send at the time when the escalation kicks off the change in status and the 
filter does the notify. (so weird)

We are getting really weird errors on our stdout.log file (NOT the stderr.log 
file) that may have something to do with this.  The error Notification is 
Deleted after Database Timeout keeps appearing over and over again. (even 
though there are maybe 1 or 2 notification emails that should go out everyday) 
It fills up the log file quite quickly.  (like 500MB in a few days) We have to 
restart the email engine to create a clean file almost every week because it 
just gets too big.

In about a week we are upgrading our email engine to 7.1 p8  (I forget to tell 
everyone where we are right now, sorry!  ARS 7.1 p7, Email Engine 7.1 p7, 
Windows 2003).  We are also putting our email on it's own thread (or queue, I 
always get those mixed up).

I'm hoping that these changes may fix this problem.  It's just so weird!


Lisa



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Abdo
Sent: Tuesday, March 30, 2010 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation Oddity (or email oddity?)
Hi Lisa,
Are you sure the target address is correct?
Maybe it has extraneous quotes around it?
If it makes it to that form(AR System Email Messages) the work flow is working 
so it must be the address or maybe the email service (or daemon) is off-line.
You need to check if you enter an email directly Into the form does it send to 
you. (no quotes or brackets around the address for this test).

Respectfully,

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


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Monday, March 29, 2010 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Escalation Oddity (or email oddity?)

**
I have a very simple escalation that changes a status.  I then have a Filter 
that when the status is changed (to Expired) a notification goes out (via an 
email).

The AR System Email Messages form shows that it was Sent but no email is ever 
sent.  When I manually flip the status to Expired, the filter sends the 
notification and the AR System Email Messages form show Sent, but an email is 
really sent.

Isn't this odd???  Especially if the AR System Email Messages form is saying 
that it was sent, but no email gets sent

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



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Re: arserver.exe performance saving workflow

2010-03-30 Thread Martinez, Marcelo A

LJ,
Thank you for the explanation; make sense.

Marcelo


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Tuesday, March 30, 2010 10:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserver.exe performance saving workflow

Marcelo,
It sounds like your server is maxing out in memory...would need to do some
additional testing of course to verifybut when saving there are two
different types of memory management.  One is 'Development Cache Mode', the
other is commonly called 'Production Mode'here is basically how it
works.  Dev Cache mode takes the current object cache in memory and locks
it, makes changes to it, then makes it available againthis means while
changes are made to the code the server becomes unavailable to users, but
the server only has one copy of the cache in memory at any time.  The
'production' mode attempts to keep the server available while making the
changes...so the server makes a copy of the cache, makes changes to the
copy, waits for all processes to stop using the original copy, then drops
it.  This process keeps the cache available to users, but causes
significantly more memory in large installations.  If your server is a
Dev/Test server, I suggest turning on dev cache and restarting the server.
If this is Prod, I first off don't recommend making changes directly
therebut if this is during a 'release', the way we deal with that is to
move it into dev cache mode, restart it, make our changes, take it out of
dev cache mode, restart it 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, March 30, 2010 8:08 AM
To: arslist@ARSLIST.ORG
Subject: arserver.exe performance saving workflow

I'm having an issue trying to save workflow via the admin tool. I'm just
doing basic enable/disable function of workflow. The issue is that after I
disable a workflow and press save, the memory usage of arserver.exe jumps
from less than 600mb to over 1gig. The problem is that the change to the
workflow never happens, it times out; and then, after the time out, the
memory does not go back down below 600mb. None of my users are seeing any
performance issues, just me through the admin tool.
I checked under the application event log (windows) and noticed I have a
many informational entries for AR System Monitor which read: 390620: AR
System server terminated when a signal/exception was received by the server
(ARNOTE 20). And also: 390620: AR System server terminated - fatal error
encountered (ARNOTE 21). I also see many VsJITDebugger error entries.
I proceeded to reboot the server last night and tried saving my workflow
again, same thing happened. My arserver.exe runs at below 600MB, then when I
attempt to save it, it jumps up to 1.2gb. then the memory does not seem to
get released and I cannot save any workflow.

As of today, I have not seen any AR System Monitor entries in the
application log, but I am afraid to attempt to work on any workflow.

Has anyone experienced similar issues? Or can advise on how to troubleshoot.

Environment:
Win 2003
SQL2005
ARS 7.1P7

Thanks,
Marcelo


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Re: Change Manager - Change Implementer

2010-03-30 Thread Lyle Taylor

SARBOX is US only, but the concept of SOD is universal.  I don't think the tool 
NEEDS to enforce that policy, but it would be nice if it COULD support it if 
you wanted OOB.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Tuesday, March 30, 2010 8:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementer

Isn't SARBOX a US only control? I don't see BMC creating a SARBOX
compliant application when they are multinational. I would be more
interested in a better tested/less buggy product that I can create some
workflow to manage process'. SARBOX is also pretty loose as far as each
company creating its own process to remain compliant and I really would
hate for BMC to start dictating that too.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Monday, March 29, 2010 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementer

I cannot agree more. I think the next frontier is to be SARBOX
compliant, in addition to be ITIL compliant.
Now that would be a very competitive edge for BMC

Guillaume


From: Action Request System discussion list(ARSList)
[arsl...@arslist.org] on behalf of Chowdhury, Tauf
[tauf.chowdh...@frx.com]
Sent: Monday, March 29, 2010 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementer

From our experience in recently implementing CHM 7.0.3, relying on
business process as your ONLY means of enforcement of segregation of
duties is something that sounds good on paper but not on the pavement.
As in previous posts, we've had to use custom filters to enforce the
business process of not having the same Change Manager also being the
Assignee/Implementer. IMO, the tool enforcement needs to be in place
when dealing with SOX and any other audit requirements.

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Marsh, Lee
Sent: Monday, March 29, 2010 11:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementer

Can't you still separate roles using Remedy change configuration rules,
approval mappings, and AP-administration?



The software is not the process nor does it control the process.   The
organization still has its own processes and rules.   ITSM is a way to
capture the data for service management purposes.For example, you
can implement an organizational policy that says financial changes have
to have a particular approval from a particular non-IT, accounting staff
member.  His signed authorization is a required approval for anyone in
IT implementing that change.



I don't see where Remedy ITSM is not SARBOX compliant.   It supports
SARBOX policies and processes which is what you want for an IT Service
Management package.  You want to have historical record of the changes
to all the systems and how they were implemented.   The degree and
complexity of SOD is up to the organization, its structure, and its
business needs.  ITSM just records and helps automate the capture and
processing of the service and process related data.



For example, if your accounting application development team propose a
change, Remedy CM is there to record the reviews and approvals by the
parties.  I would assume it would include your IT technical staff but
would also include your accounting staff.  The accounting staff may also
want an outside auditor to review and approve the change.   ITSM CM
would capture the process related data.  It can organize the related
communications in the work information records and capture the dates and
times the approvals are processed.   A change review board can pull up
copies of all the various ITSM CM records related to the change process,
review them  for approval and risk management.



SarbOx is not my area of expertise so maybe I'm missing something.



Lee Marsh.





*
Lee Marsh
Remedy Administrator

BAE Systems Office Automation Systems Team
Antitrust Division, U.S. Department of Justice

Phone:  202-305-9725

Cell:  202-528-1749
Email: lee.ma...@usdoj.gov
*



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Monday, March 29, 2010 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementor



**

Now, the ironic thing, is that for organizations to be  SARBOX
compliant, they need to implement a change mgmt process (and tool
therefore), which would be ITIL compliant.
but OOTB, the ITIL tool is not SARBOX complaint!! so we're coming full
circle.

Ironic isn't it?

  _

From: Action Request System discussion list(ARSList)

Re: Top Positions SSO Solution

2010-03-30 Thread Elry

Thanks Danny...

I will be in contact with your company shortly re: assembling our team
for a product Demo and QA.

Cheers!


On Mar 30, 12:11 pm, Danny Kellett
danny.kell...@strategicworkflow.com wrote:
 Konrad,

 That's incorrect. We do not use the authentication string any more as many
 of the BMC products have bugs in them which prevent SSO being implemented
 correctly and safely. I can provide an official list of SW numbers if you
 wish, where the authentication string is not passed correctly. To name a
 few, Crystal Reports integration and Flashboards within the Windows User
 Tool. So good luck when you find your first customer who wants to use
 reports on the web or flashboards in the WUT.

 Sean, et al,

 Java System Solutions has been working with BMC as an SSO solution provider
 for four years now. We have partners that support and sell our product such
 as BMC themselves, Materna in Germany and Denmark, at which this month they
 have published an article about our solution in their magazine (including an
 embarrassing picture of John Baker and myself, I'm only 34 years old
 honest!), Comfort in Poland from which Konrad used to work for, SoftwareOne
 and Zones. So we have customers which are Banks where security has become an
 priority and we were happy to modify our product as required, in partnership
 with these customers.

 So I can confidently let you know, and provide references, from customers
 and partners who can verify our security.

 In version 2.1, for the WUT SSO, we did store a password in the registry
 encrypted by AEShttp://en.wikipedia.org/wiki/Advanced_Encryption_Standard
 This was seen as secure enough for two large American banks and one Polish
 Bank.
 In version 3.0, due for release in April, we have added another layer of
 encryption for the WUT where the password uses rotating keys very similar 
 tohttp://www.freshpatents.com/Rotation-of-keys-during-encryption-decryp...
 20061214ptan20060280298.php
 Again, all this is passed in the password field instead of the
 authentication field, and thus is again encrypted by BMCs own DES encryption
 over the wire.

 I believe with all that above, we are confidently happy with our product and
 so could many BMC representatives and partners alike.

 Elry,

 This is turning into a bit of an advert, and for that I apologise Dan/List,
 but you can find out more information fromwww.javasystemsolutions.comor
 send me an email off the list dkell...@javasystemsolutions.com

 Kind regards
 Danny

 -Original Message-
 From: Action Request System discussion list(ARSList)

 [mailto:arsl...@arslist.org] On Behalf Of Konrad Banasiak
 Sent: 30 March 2010 16:17
 To: arsl...@arslist.org
 Subject: Re: Top Positions SSO Solution

 Sean,

 Java System's plugin use authentication password saved in the windows
 register on all workstations to authenticate users through the RUT.
 All users have the same password. In my opinion it is not very save method.

 Mid-tier use the ARSAPI to communicate with ARS so communication between mt
 and ars is crypted.
 Of course we must believe that crypted method between ars an mt used by BMC
 is save.

 In this document you can read about ars 
 security.http://documents.bmc.com/supportu/documents/22/39/92239/92239.pdf

 Cheers

 Konrad

 TopPositions
 Really only one secure Plugin SSO for BM Remedy AR System.
 Http://www.remedy-sso.com

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Elry
 Sent: Tuesday, March 30, 2010 4:54 PM
 To: arsl...@arslist.org
 Subject: Re: Top Positions SSO Solution

 Thanks for all the responses...

 Konrad - quick question:  Seems like you are saying that by signing on
 through the WUT - there is a secure protocol that is followed when
 using java system's  plugin.

 Are there any issues when trying to do SSO through the Mid-Tier?

 Not that I perceive this as an issue for us, since we are primarily
 focused on the WUT.

 On Mar 30, 10:35 am, Konrad Banasiak gene...@remedy-sso.com wrote:
  Sean,

  You have right. I agree with you.
  I will try to explain you how Plugin SSO works from TopPositions.

  If you connect to ARS through the Mid-Tier. Md-Tier is authenticating in
 the ARS through the special password.
  Of course the mid-tier-ip is on the whitelist (see the Installation guide
 page 15, MidTier-IP parameter).

  But if client connect to ARS through the Windows client you have the
 followed process:
  1. Remedy User authenticate user in the special Authentication Service
 through the NTLM negotiation(NTLMv2) in the Domain Controler.
  2. If user is confirmed the Service return generated token to the Remedy
 User. (Token is unique for every User)
  3. Remedy User passed into the Authentication field in area this token
 to ARESSO.
  4. AREA SSO confirm in the Authentication Service this token, If token is
 correct user is authenticate, if no user is no authenticate. Of course the
 Authentication Service

Re: Change Manager - Change Implementer

Ahh, didn't see SOD as being very big outside of SOX controls so I see
your point. They could in that case set a Change Management option of
SOD in the rules form and if it is yes then enable the workflow that we
all have to create manually today. That would be useful.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Tuesday, March 30, 2010 11:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementer

SARBOX is US only, but the concept of SOD is universal.  I don't think
the tool NEEDS to enforce that policy, but it would be nice if it COULD
support it if you wanted OOB.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Tuesday, March 30, 2010 8:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementer

Isn't SARBOX a US only control? I don't see BMC creating a SARBOX
compliant application when they are multinational. I would be more
interested in a better tested/less buggy product that I can create some
workflow to manage process'. SARBOX is also pretty loose as far as each
company creating its own process to remain compliant and I really would
hate for BMC to start dictating that too.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Monday, March 29, 2010 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementer

I cannot agree more. I think the next frontier is to be SARBOX
compliant, in addition to be ITIL compliant.
Now that would be a very competitive edge for BMC

Guillaume

From: Action Request System discussion list(ARSList)
[arsl...@arslist.org] on behalf of Chowdhury, Tauf
[tauf.chowdh...@frx.com]
Sent: Monday, March 29, 2010 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementer

From our experience in recently implementing CHM 7.0.3, relying on
business process as your ONLY means of enforcement of segregation of
duties is something that sounds good on paper but not on the pavement.
As in previous posts, we've had to use custom filters to enforce the
business process of not having the same Change Manager also being the
Assignee/Implementer. IMO, the tool enforcement needs to be in place
when dealing with SOX and any other audit requirements.

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Marsh, Lee
Sent: Monday, March 29, 2010 11:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Manager - Change Implementer

Can't you still separate roles using Remedy change configuration rules,
approval mappings, and AP-administration?

The software is not the process nor does it control the process.   The
organization still has its own processes and rules.   ITSM is a way to
capture the data for service management purposes.For example, you
can implement an organizational policy that says financial changes have
to have a particular approval from a particular non-IT, accounting staff
member.  His signed authorization is a required approval for anyone in
IT implementing that change.

I don't see where Remedy ITSM is not SARBOX compliant.   It supports
SARBOX policies and processes which is what you want for an IT Service
Management package.  You want to have historical record of the changes
to all the systems and how they were implemented.   The degree and
complexity of SOD is up to the organization, its structure, and its
business needs.  ITSM just records and helps automate the capture and
processing of the service and process related data.

For example, if your accounting application development team propose a
change, Remedy CM is there to record the reviews and approvals by the
parties.  I would assume it would include your IT technical staff but
would also include your accounting staff.  The accounting staff may also
want an outside auditor to review and approve the change.   ITSM CM
would capture the process related data.  It can organize the related
communications in the work information records and capture the dates and
times the approvals are processed.   A change review board can pull up
copies of all the various ITSM CM records related to the change process,
review them  for approval and risk management.

SarbOx is not my area of expertise so maybe I'm missing something.

Lee Marsh.

*
Lee Marsh
Remedy Administrator

BAE Systems Office Automation Systems Team
Antitrust Division, U.S. Department of Justice

Phone:  202-305-9725

Cell:  202-528-1749
Email: lee.ma...@usdoj.gov
*

From: Action Request System discussion list(ARSList)

Customer Advisory Board

Is anyone on the list a part of the BMC Remedy Customer Advisory Board?
Just caught wind of this a little bit ago and was wondering how many
active/ hard-core companies are on it.

Tommy Morris
RSTS Remedy Developer

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Re: Customer Advisory Board

2010-03-30 Thread Rick Cook

Tommy, that is probably a question that should be directed at someone at BMC 
like Dave Easter. The customers involved in things like this are usually under 
NDA. 

Rick

-Original Message-
From: Tommy Morris tommy.mor...@radioshack.com
Date: Tue, 30 Mar 2010 11:37:29 
To: arslist@ARSLIST.ORG
Subject: Customer Advisory Board

Is anyone on the list a part of the BMC Remedy Customer Advisory Board?
Just caught wind of this a little bit ago and was wondering how many
active/ hard-core companies are on it.

Tommy Morris
RSTS Remedy Developer

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Re: Customer Advisory Board

2010-03-30 Thread Danny Kellett

Capgemini are on it. There is a BMCtv with Lee Elliot from Capgemini
explaining it a little.

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: 30 March 2010 17:37
To: arslist@ARSLIST.ORG
Subject: Customer Advisory Board

 

** 

Is anyone on the list a part of the BMC Remedy Customer Advisory Board? Just
caught wind of this a little bit ago and was wondering how many active/
hard-core companies are on it.

Tommy Morris

RSTS Remedy Developer

_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_


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Re: Customer Advisory Board

Ok. I can just contact my sales rep then. Wasn't thinking about NDA's
but that would make a bit of sense (thus me not thinking that BMC would
do it) J

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Tuesday, March 30, 2010 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Customer Advisory Board

** 

Tommy, that is probably a question that should be directed at someone at
BMC like Dave Easter. The customers involved in things like this are
usually under NDA. 

Rick

From: Tommy Morris tommy.mor...@radioshack.com 

Date: Tue, 30 Mar 2010 11:37:29 -0500

To: arslist@ARSLIST.ORG

Subject: Customer Advisory Board

Is anyone on the list a part of the BMC Remedy Customer Advisory Board?
Just caught wind of this a little bit ago and was wondering how many
active/ hard-core companies are on it.

Tommy Morris

RSTS Remedy Developer

_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 

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Re: Customer Advisory Board

2010-03-30 Thread Easter, David

Note that there are several Customer Advisory Boards within BMC and even within 
Remedy.   The BMC Remedy AR System Customer Advisory Board has two handfuls 
worth of companies and I would certainly classify them as active and hard 
core.

-David J. Easter
Sr. Product Manager, Enterprise Service Management
BMC Software, Inc.

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

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Tuesday, March 30, 2010 9:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: Customer Advisory Board

**
Ok. I can just contact my sales rep then. Wasn't thinking about NDA's but that 
would make a bit of sense (thus me not thinking that BMC would do it) :)

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Tuesday, March 30, 2010 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Customer Advisory Board

**
Tommy, that is probably a question that should be directed at someone at BMC 
like Dave Easter. The customers involved in things like this are usually under 
NDA.

Rick


From: Tommy Morris tommy.mor...@radioshack.com
Date: Tue, 30 Mar 2010 11:37:29 -0500
To: arslist@ARSLIST.ORG
Subject: Customer Advisory Board


Is anyone on the list a part of the BMC Remedy Customer Advisory Board? Just 
caught wind of this a little bit ago and was wondering how many active/ 
hard-core companies are on it.

Tommy Morris

RSTS Remedy Developer
_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_
_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_

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Atrium Core 7.5 patch 4

2010-03-30 Thread Aldrich, Joshua

I recently upgraded to Atrium Core patch 4 and it rendered Atrium Core useless. 
 It only goes to a blue screen.  We have been through every imaginable 
corrective action with bmc.


My question now is how can I get Core back to zero.  I would like to just 
remove Core and start all over and install from Patch 1.


What do I delete out in order to do this?


Thank you in advance


Remedy 7.5 patch 4

Oracle 11G

Solaris 10

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Re: Atrium Core 7.5 patch 4

2010-03-30 Thread Guillaume Rheault

can you restore the database and the application server where the ARS server 
service is running?

Guillaume

From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Aldrich, Joshua [joshua.aldr...@njvc.com]
Sent: Tuesday, March 30, 2010 1:03 PM
To: arslist@ARSLIST.ORG
Subject: Atrium Core 7.5 patch 4

I recently upgraded to Atrium Core patch 4 and it rendered Atrium Core useless. 
 It only goes to a blue screen.  We have been through every imaginable 
corrective action with bmc.

My question now is how can I get Core back to zero.  I would like to just 
remove Core and start all over and install from Patch 1.

What do I delete out in order to do this?

Thank you in advance

Remedy 7.5 patch 4

Oracle 11G

Solaris 10

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Re: Application Entry points not doing anything

Hi,
This issue have been encountered in some machines/clients only(rather not to
say it as users, bcoz we have tried accessing the Application entry point
for Incident/Problem Management in home page using the same user name on
different machines.It was working fine in some machines and in some it is
not working).

I have cleared the arf/arv files in the local machine ARHome, but its not
working.

Can you please tell us, is there any other location(client as well as in
server) that we have to clear the arv/arf cache files?

By using the arapires/arapicmd logs we found that the second ARExport which
should retrieve the view of the form is not at all happening.



Misi Mladoniczky wrote:
 
 Hi,
 
 ARExport-calls may not result in SQL-calls, if the data is cached on the
 server.
 
 Do you see this problem for all users on all clients?
 
 Have you tried removing all ARF/ARV-files?
 
 Try touching the objects involved, thus forcing a recache. You have to
 figure out how to enable the save-button without doing any real change.
 For example by changing a fields db-name, restoring it, and then hitting
 the save-button.
 
 Best Regards - Misi, RRR AB, http://www.rrr.se
 
 Products from RRR Scandinavia:
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.
 
 Hi all,
 As per the below analysis(Please read the below thread), we have went
 further analysis and found out that the two ARExport,

 First ARExport call - export the Form
 Second ARExport call - export the view

 This view export is not happening, please help us in resolving this
 issue.

 Regards,
 Gopal




 Gopal-srg wrote:

 Hi Jason/Brain Bishop,

 I am facing the same issue in ITSM 7.5 pathc001 installation(User
 client).When we analysed, found why it was happening but workaround not
 able to figure it out.

 Reason for non-response of Application entry poit for Incident/Problem :
 Below analysis is done using the Server logs/API logs and in comparison
 with the logs of others user who are able to access properly and also
 the
 logs for Asset/Change management which were accessed properly through
 their entry points.

 Whenever the form is opened newly(not cached in user client machine)
 following sequence was happening,
 1.Through API ARExport is called which calls many sql based
 transactions,then the current API execution ends
 2.Again one more time the ARExport is called,but in this case no sql
 transcations were made
 3.At last, arInvokeForm is called follwed by the active link processing

 But in our case for Incident/Problem this ARExport is happening only
 once
 after that nothing happens.

 we dont know the how to solve this problem becuase these ARExport calls
 are made by the API's.We tried to replace the arapi.dll in the User
 installation directory(client) with dll file from the working system,
 this
 also didnt work.
 we are stuck up with this.

 Regards,
 Gopal


 Brian Bishop-3 wrote:

 Hi Jason,



 I have seen the same issue on a 7.5 patch 1 install user tool. I spent
 quite
 some time trying to figure out why the links to the Incident and
 Problem
 management consoles did nothing yet the other links worked. It was from
 a
 user tool installed on the server, windows 2003 running 7.5 and ITSM
 7.5,
 but I found that if I logged on as the same user, Demo, from my laptop
 running XP pro it worked. I sat looking at it for some time but
 couldn't
 figure it out. I know find, 2 weeks later, that it works on the server
 now!



 However I now have another issue where I have a user who cannot see any
 of
 the links to the Asset consoles, even though they are in the correct
 roles,
 unless I put them in the Administrator group. I have checked
 permissions
 on
 the forms and all is fine.



 So if there is anybody out there who understands how this works, please
 share. My installation is Server 7.5 patch 1 on a windows 2003 server
 using
 Oracle 10g. User tool is 7.5 patch 1 as well. Full ITSM 7.5.01 as well.



 Brian Bishop



 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Jason
 Sent: 01 July 2009 07:53
 To: arslist@ARSLIST.ORG
 Subject: Application Entry points not doing anything



 **

 Has anyone seen this (and have a fix or workaround) on the Windows User
 Tool? Using 7.1 P5 on XP workstations. We have 2 computers that display
 the
 application entry points, but nothing happens when you click on them.



 Server is 7.1 P5



 Tried removing the tool and re-installing

 Tried to copy the ar_wut.js from a good machine to the bad



 Any thoughts before I tell them to reinstall the box?







 Thanks

 Jason

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Re: Atrium Core 7.5 patch 4

2010-03-30 Thread Aldrich, Joshua

No functioning application server backup exists, however I do have a schema 
backup of the DB.

My hope was to re-import the schema but I still need to get the application 
server back to a working state.  Therefore, I thought I could just remove Core 
and reinstall.
 



-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Guillaume 
Rheault
Sent: Tue 3/30/2010 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Core 7.5 patch 4
 
can you restore the database and the application server where the ARS server 
service is running?

Guillaume

From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Aldrich, Joshua [joshua.aldr...@njvc.com]
Sent: Tuesday, March 30, 2010 1:03 PM
To: arslist@ARSLIST.ORG
Subject: Atrium Core 7.5 patch 4

I recently upgraded to Atrium Core patch 4 and it rendered Atrium Core useless. 
 It only goes to a blue screen.  We have been through every imaginable 
corrective action with bmc.


My question now is how can I get Core back to zero.  I would like to just 
remove Core and start all over and install from Patch 1.


What do I delete out in order to do this?


Thank you in advance


Remedy 7.5 patch 4

Oracle 11G

Solaris 10

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Re: Customer Advisory Board

Good to know. Thanks David my concern was that sometimes you get
advisors that do not dig deep into the product or are only concerned
with their little corner of the market.

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, March 30, 2010 11:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Customer Advisory Board

** 

Note that there are several Customer Advisory Boards within BMC and even
within Remedy.   The BMC Remedy AR System Customer Advisory Board has
two handfuls worth of companies and I would certainly classify them as
active and hard core.  

-David J. Easter

Sr. Product Manager, Enterprise Service Management

BMC Software, Inc.

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

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Tuesday, March 30, 2010 9:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: Customer Advisory Board

** 

Ok. I can just contact my sales rep then. Wasn't thinking about NDA's
but that would make a bit of sense (thus me not thinking that BMC would
do it) J

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Tuesday, March 30, 2010 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Customer Advisory Board

** 

Tommy, that is probably a question that should be directed at someone at
BMC like Dave Easter. The customers involved in things like this are
usually under NDA. 

Rick

From: Tommy Morris tommy.mor...@radioshack.com 

Date: Tue, 30 Mar 2010 11:37:29 -0500

To: arslist@ARSLIST.ORG

Subject: Customer Advisory Board

Is anyone on the list a part of the BMC Remedy Customer Advisory Board?
Just caught wind of this a little bit ago and was wondering how many
active/ hard-core companies are on it.

Tommy Morris

RSTS Remedy Developer

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Re: Atrium Core 7.5 patch 4

2010-03-30 Thread Guillaume Rheault

You would assume and hope that works 
I haven't tried patch 4 yet so I can't tell you...

Guillaume

From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Aldrich, Joshua [joshua.aldr...@njvc.com]
Sent: Tuesday, March 30, 2010 1:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Core 7.5 patch 4

No functioning application server backup exists, however I do have a schema 
backup of the DB.

My hope was to re-import the schema but I still need to get the application 
server back to a working state.  Therefore, I thought I could just remove Core 
and reinstall.

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Guillaume 
Rheault
Sent: Tue 3/30/2010 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Core 7.5 patch 4

can you restore the database and the application server where the ARS server 
service is running?

Guillaume

From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Aldrich, Joshua [joshua.aldr...@njvc.com]
Sent: Tuesday, March 30, 2010 1:03 PM
To: arslist@ARSLIST.ORG
Subject: Atrium Core 7.5 patch 4

I recently upgraded to Atrium Core patch 4 and it rendered Atrium Core useless. 
 It only goes to a blue screen.  We have been through every imaginable 
corrective action with bmc.

My question now is how can I get Core back to zero.  I would like to just 
remove Core and start all over and install from Patch 1.

What do I delete out in order to do this?

Thank you in advance

Remedy 7.5 patch 4

Oracle 11G

Solaris 10

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Re: Atrium Core 7.5 patch 4

If you do not have ITSM installed then you can uninstall Atrium and
re-install it. It is a rather ugly uninstall though and you may have to
clean some registry entries.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Aldrich, Joshua
Sent: Tuesday, March 30, 2010 12:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Core 7.5 patch 4

No functioning application server backup exists, however I do have a
schema backup of the DB.

My hope was to re-import the schema but I still need to get the
application server back to a working state.  Therefore, I thought I
could just remove Core and reinstall.

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of
Guillaume Rheault
Sent: Tue 3/30/2010 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Core 7.5 patch 4

can you restore the database and the application server where the ARS
server service is running?

Guillaume

From: Action Request System discussion list(ARSList)
[arsl...@arslist.org] on behalf of Aldrich, Joshua
[joshua.aldr...@njvc.com]
Sent: Tuesday, March 30, 2010 1:03 PM
To: arslist@ARSLIST.ORG
Subject: Atrium Core 7.5 patch 4

I recently upgraded to Atrium Core patch 4 and it rendered Atrium Core
useless.  It only goes to a blue screen.  We have been through every
imaginable corrective action with bmc.

My question now is how can I get Core back to zero.  I would like to
just remove Core and start all over and install from Patch 1.

What do I delete out in order to do this?

Thank you in advance

Remedy 7.5 patch 4

Oracle 11G

Solaris 10

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Re: Application Entry points not doing anything

2010-03-30 Thread Lyle Taylor

Well, here's another thought: is your client at the same version and patch 
level on all the machines that you have tested this on?  Perhaps the machine(s) 
that is having problems has an older client that needs to be updated to a newer 
patch release?

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Gopal-srg
Sent: Tuesday, March 30, 2010 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Application Entry points not doing anything

Hi,
This issue have been encountered in some machines/clients only(rather not to
say it as users, bcoz we have tried accessing the Application entry point
for Incident/Problem Management in home page using the same user name on
different machines.It was working fine in some machines and in some it is
not working).

I have cleared the arf/arv files in the local machine ARHome, but its not
working.

Can you please tell us, is there any other location(client as well as in
server) that we have to clear the arv/arf cache files?

By using the arapires/arapicmd logs we found that the second ARExport which
should retrieve the view of the form is not at all happening.



Misi Mladoniczky wrote:
 
 Hi,
 
 ARExport-calls may not result in SQL-calls, if the data is cached on the
 server.
 
 Do you see this problem for all users on all clients?
 
 Have you tried removing all ARF/ARV-files?
 
 Try touching the objects involved, thus forcing a recache. You have to
 figure out how to enable the save-button without doing any real change.
 For example by changing a fields db-name, restoring it, and then hitting
 the save-button.
 
 Best Regards - Misi, RRR AB, http://www.rrr.se
 
 Products from RRR Scandinavia:
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.
 
 Hi all,
 As per the below analysis(Please read the below thread), we have went
 further analysis and found out that the two ARExport,

 First ARExport call - export the Form
 Second ARExport call - export the view

 This view export is not happening, please help us in resolving this
 issue.

 Regards,
 Gopal




 Gopal-srg wrote:

 Hi Jason/Brain Bishop,

 I am facing the same issue in ITSM 7.5 pathc001 installation(User
 client).When we analysed, found why it was happening but workaround not
 able to figure it out.

 Reason for non-response of Application entry poit for Incident/Problem :
 Below analysis is done using the Server logs/API logs and in comparison
 with the logs of others user who are able to access properly and also
 the
 logs for Asset/Change management which were accessed properly through
 their entry points.

 Whenever the form is opened newly(not cached in user client machine)
 following sequence was happening,
 1.Through API ARExport is called which calls many sql based
 transactions,then the current API execution ends
 2.Again one more time the ARExport is called,but in this case no sql
 transcations were made
 3.At last, arInvokeForm is called follwed by the active link processing

 But in our case for Incident/Problem this ARExport is happening only
 once
 after that nothing happens.

 we dont know the how to solve this problem becuase these ARExport calls
 are made by the API's.We tried to replace the arapi.dll in the User
 installation directory(client) with dll file from the working system,
 this
 also didnt work.
 we are stuck up with this.

 Regards,
 Gopal


 Brian Bishop-3 wrote:

 Hi Jason,



 I have seen the same issue on a 7.5 patch 1 install user tool. I spent
 quite
 some time trying to figure out why the links to the Incident and
 Problem
 management consoles did nothing yet the other links worked. It was from
 a
 user tool installed on the server, windows 2003 running 7.5 and ITSM
 7.5,
 but I found that if I logged on as the same user, Demo, from my laptop
 running XP pro it worked. I sat looking at it for some time but
 couldn't
 figure it out. I know find, 2 weeks later, that it works on the server
 now!



 However I now have another issue where I have a user who cannot see any
 of
 the links to the Asset consoles, even though they are in the correct
 roles,
 unless I put them in the Administrator group. I have checked
 permissions
 on
 the forms and all is fine.



 So if there is anybody out there who understands how this works, please
 share. My installation is Server 7.5 patch 1 on a windows 2003 server
 using
 Oracle 10g. User tool is 7.5 patch 1 as well. Full ITSM 7.5.01 as well.



 Brian Bishop



 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Jason
 Sent: 01 July 2009 07:53
 To: arslist@ARSLIST.ORG
 Subject: Application Entry points not doing anything



 **

 Has anyone seen this (and have a fix or workaround) on the Windows User
 Tool? Using 7.1 P5 on XP workstations. We have 2

Re: Tomcat removal....

2010-03-30 Thread Richard Copits

Thanks to allI'm all set as a result of your help. Thanks!

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Tuesday, March 30, 2010 11:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat removal

**
Richard,
Just remember, that you can uninstall Tomcat if you want, but IIS doesn't 
handle the java portions that Mid-Tier needsso if you just want to use IIS 
for a web redirect to a different java app server, that's coolbut you can't 
use JUST IIS to serve Mid-Tier

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Richard Copits
Sent: Tuesday, March 30, 2010 6:57 AM
To: arslist@ARSLIST.ORG
Subject: Tomcat removal
**
We currently use Tomcat as a web server. We want to use IIS instead. It's been 
suggested that I uninstall
Tomcat but there doesn't appear to be any entry in add/remove programs. Any 
suggestions on how to
remove Tomcat safely/correctly? Thanks!

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Re: Application Entry points not doing anything

Hi,
In the machines we tested both the Client and Patch are all in the same
level only(BMC Remedy User Client 7.5 Patch 002).

Regards,
Gopal


Lyle Taylor wrote:
 
 Well, here's another thought: is your client at the same version and patch
 level on all the machines that you have tested this on?  Perhaps the
 machine(s) that is having problems has an older client that needs to be
 updated to a newer patch release?
 
 Lyle
 
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Gopal-srg
 Sent: Tuesday, March 30, 2010 11:07 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Application Entry points not doing anything
 
 Hi,
 This issue have been encountered in some machines/clients only(rather not
 to
 say it as users, bcoz we have tried accessing the Application entry point
 for Incident/Problem Management in home page using the same user name on
 different machines.It was working fine in some machines and in some it is
 not working).
 
 I have cleared the arf/arv files in the local machine ARHome, but its not
 working.
 
 Can you please tell us, is there any other location(client as well as in
 server) that we have to clear the arv/arf cache files?
 
 By using the arapires/arapicmd logs we found that the second ARExport
 which
 should retrieve the view of the form is not at all happening.
 
 
 
 Misi Mladoniczky wrote:
 
 Hi,
 
 ARExport-calls may not result in SQL-calls, if the data is cached on the
 server.
 
 Do you see this problem for all users on all clients?
 
 Have you tried removing all ARF/ARV-files?
 
 Try touching the objects involved, thus forcing a recache. You have to
 figure out how to enable the save-button without doing any real change.
 For example by changing a fields db-name, restoring it, and then hitting
 the save-button.
 
 Best Regards - Misi, RRR AB, http://www.rrr.se
 
 Products from RRR Scandinavia:
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.
 
 Hi all,
 As per the below analysis(Please read the below thread), we have went
 further analysis and found out that the two ARExport,

 First ARExport call - export the Form
 Second ARExport call - export the view

 This view export is not happening, please help us in resolving this
 issue.

 Regards,
 Gopal




 Gopal-srg wrote:

 Hi Jason/Brain Bishop,

 I am facing the same issue in ITSM 7.5 pathc001 installation(User
 client).When we analysed, found why it was happening but workaround not
 able to figure it out.

 Reason for non-response of Application entry poit for Incident/Problem
 :
 Below analysis is done using the Server logs/API logs and in comparison
 with the logs of others user who are able to access properly and also
 the
 logs for Asset/Change management which were accessed properly through
 their entry points.

 Whenever the form is opened newly(not cached in user client machine)
 following sequence was happening,
 1.Through API ARExport is called which calls many sql based
 transactions,then the current API execution ends
 2.Again one more time the ARExport is called,but in this case no sql
 transcations were made
 3.At last, arInvokeForm is called follwed by the active link processing

 But in our case for Incident/Problem this ARExport is happening only
 once
 after that nothing happens.

 we dont know the how to solve this problem becuase these ARExport calls
 are made by the API's.We tried to replace the arapi.dll in the User
 installation directory(client) with dll file from the working system,
 this
 also didnt work.
 we are stuck up with this.

 Regards,
 Gopal


 Brian Bishop-3 wrote:

 Hi Jason,



 I have seen the same issue on a 7.5 patch 1 install user tool. I spent
 quite
 some time trying to figure out why the links to the Incident and
 Problem
 management consoles did nothing yet the other links worked. It was
 from
 a
 user tool installed on the server, windows 2003 running 7.5 and ITSM
 7.5,
 but I found that if I logged on as the same user, Demo, from my laptop
 running XP pro it worked. I sat looking at it for some time but
 couldn't
 figure it out. I know find, 2 weeks later, that it works on the server
 now!



 However I now have another issue where I have a user who cannot see
 any
 of
 the links to the Asset consoles, even though they are in the correct
 roles,
 unless I put them in the Administrator group. I have checked
 permissions
 on
 the forms and all is fine.



 So if there is anybody out there who understands how this works,
 please
 share. My installation is Server 7.5 patch 1 on a windows 2003 server
 using
 Oracle 10g. User tool is 7.5 patch 1 as well. Full ITSM 7.5.01 as
 well.



 Brian Bishop



 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Jason
 Sent: 01 July 2009 07:53
 To:

Re: AR System Clients and API's

2010-03-30 Thread Jason Miller

A possible addition to ARInside? :-)

On Tue, Mar 30, 2010 at 8:43 AM, LJ Longwing lj.longw...@gmail.com wrote:

 I was working with Carey on an escalation Timeline appreads the
 Escalations and puts records in a form based on various inputI would
 love to look at the beta of your app to see how you handled some of the
 issues I had with displaying the timeline.

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
 Sent: Tuesday, March 30, 2010 9:37 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: AR System Clients and API's

 Hi Lisa,

 Yes, it is in the RRR|Log-product.

 The demand has not been very great for the
 escalation-timeline-functionality. The result is that it is not yet in
 production.

 If you (or anyone else) are interested in trying the current, let us call
 it
 beta, version of the tool, let me know, and I can grant access.

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.

  Nevermind, I think I found the answer.  Is this in your RRR/Log product?
  :)
 
 
 
  Lisa
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
  Sent: Tuesday, March 30, 2010 11:11 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: AR System Clients and API's
 
  Misi,
 
  You discuss something called an Escalation Timeline in your .pdf file.
  Is this something that the customer can gather through API Calls?  (I was
 not
  at WWRUG last year).   :(
 
 
  Lisa
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
  Sent: Monday, March 29, 2010 3:32 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: AR System Clients and API's
 
  Hi again,
 
  One more thing.
 
  If you are doing performance tuning, you do not need to understand
  everything.
 
  Check out the presentation I did during WWRUG09, where I point out the
  most interesting API-calls:
  http://rrr.se/doc/WWRUG09_RRR_LogFilePerformanceTuning.pdf
 
  Best Regards - Misi, RRR AB, http://www.rrr.se
 
  Products from RRR Scandinavia:
  * RRR|License - Not enough Remedy licenses? Save money by optimizing.
  * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
  Find these products, and many free tools and utilities, at http://rrr.se
 .
 
  Hi,
  Thank you for this information.I have gone through these logs, it is
  really of great help.
  But i wanted to know one more thing, how these commands are getting
  initiated from the User tool, which file from the ARUser installed
  directory initiates this command sequence.
 
  Please provide this info, it will be of great help.
 
  Regards,
  Gopal
 
 
  Misi Mladoniczky wrote:
 
  Hi,
 
  The ARUser uses the C-API as described in the Programmers Guide PDF.
 
  The communication is Sun RPC over TCP.
 
  If you want to know exactly which calls ARUser makes, you can set
  the environment variable ARAPILOGGING=1 before starting it, and read
  the resulting arapires.log and arapicmd.log.
 
  You can also turn on Client- or Server-side API-logging.
 
  Best Regards - Misi, RRR AB, http://www.rrr.se
 
  Products from RRR Scandinavia:
  * RRR|License - Not enough Remedy licenses? Save money by optimizing.
  * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
  logs.
  Find these products, and many free tools and utilities, at
  http://rrr.se.
 
  Hi all,
  Need to now how the BMC Remedy User Client works with C
  API(existing
  communication) to access the AR Server(No custom API).Is there any
  documents that clearly describes this communication?
 
  Please someone provide information on this, it will be of great help.
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  archive at Nabble.com.

Re: AR System Clients and API's

Sounds like a not-bad ideahow about going over there and opening an
enhancement request :)

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Tuesday, March 30, 2010 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Clients and API's

** A possible addition to ARInside? :-)

On Tue, Mar 30, 2010 at 8:43 AM, LJ Longwing lj.longw...@gmail.com wrote:

I was working with Carey on an escalation Timeline appreads the
Escalations and puts records in a form based on various inputI would
love to look at the beta of your app to see how you handled some of the
issues I had with displaying the timeline.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky

Sent: Tuesday, March 30, 2010 9:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Clients and API's

Hi Lisa,

Yes, it is in the RRR|Log-product.

The demand has not been very great for the
escalation-timeline-functionality. The result is that it is not yet in
production.

If you (or anyone else) are interested in trying the current, let us call it
beta, version of the tool, let me know, and I can grant access.

   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.

 Nevermind, I think I found the answer.  Is this in your RRR/Log product?
 :)

 Lisa

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
 Sent: Tuesday, March 30, 2010 11:11 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: AR System Clients and API's

 Misi,

 You discuss something called an Escalation Timeline in your .pdf file.
 Is this something that the customer can gather through API Calls?  (I was
not
 at WWRUG last year).   :(

 Lisa

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
 Sent: Monday, March 29, 2010 3:32 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: AR System Clients and API's

 Hi again,

 One more thing.

 If you are doing performance tuning, you do not need to understand
 everything.

 Check out the presentation I did during WWRUG09, where I point out the
 most interesting API-calls:
 http://rrr.se/doc/WWRUG09_RRR_LogFilePerformanceTuning.pdf

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

 Products from RRR Scandinavia:
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.

 Hi,
 Thank you for this information.I have gone through these logs, it is
 really of great help.
 But i wanted to know one more thing, how these commands are getting
 initiated from the User tool, which file from the ARUser installed
 directory initiates this command sequence.

 Please provide this info, it will be of great help.

 Regards,
 Gopal

 Misi Mladoniczky wrote:

 Hi,

 The ARUser uses the C-API as described in the Programmers Guide PDF.

 The communication is Sun RPC over TCP.

 If you want to know exactly which calls ARUser makes, you can set
 the environment variable ARAPILOGGING=1 before starting it, and read
 the resulting arapires.log and arapicmd.log.

 You can also turn on Client- or Server-side API-logging.

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

 Products from RRR Scandinavia:
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
 logs.
 Find these products, and many free tools and utilities, at
 http://rrr.se.

 Hi all,
 Need to now how the BMC Remedy User Client works with C
 API(existing
 communication) to access the AR Server(No custom API).Is there any
 documents that clearly describes this communication?

 Please someone provide information on this, it will be of great help.
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Re: Atrium Core 7.5 patch 4

2010-03-30 Thread Aldrich, Joshua

Thanks for the information however we are on a UNIX platform.  Do you happen to 
know what directory structure to remove in order to allow for a reinstall?

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Tommy Morris
Sent: Tue 3/30/2010 12:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Core 7.5 patch 4

If you do not have ITSM installed then you can uninstall Atrium and
re-install it. It is a rather ugly uninstall though and you may have to
clean some registry entries.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Aldrich, Joshua
Sent: Tuesday, March 30, 2010 12:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Core 7.5 patch 4

No functioning application server backup exists, however I do have a
schema backup of the DB.

My hope was to re-import the schema but I still need to get the
application server back to a working state.  Therefore, I thought I
could just remove Core and reinstall.

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of
Guillaume Rheault
Sent: Tue 3/30/2010 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Core 7.5 patch 4

can you restore the database and the application server where the ARS
server service is running?

Guillaume

From: Action Request System discussion list(ARSList)
[arsl...@arslist.org] on behalf of Aldrich, Joshua
[joshua.aldr...@njvc.com]
Sent: Tuesday, March 30, 2010 1:03 PM
To: arslist@ARSLIST.ORG
Subject: Atrium Core 7.5 patch 4

I recently upgraded to Atrium Core patch 4 and it rendered Atrium Core
useless.  It only goes to a blue screen.  We have been through every
imaginable corrective action with bmc.

My question now is how can I get Core back to zero.  I would like to
just remove Core and start all over and install from Patch 1.

What do I delete out in order to do this?

Thank you in advance

Remedy 7.5 patch 4

Oracle 11G

Solaris 10

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SRM 2.2, ITSM 7.0.3 - Surveys not getting created from Incident Mgmnt

2010-03-30 Thread Chowdhury, Tauf

All,

Not sure if this is as designed and if it is, if anyone has a
workaround. 

When a user submits a request via the SRM console, a survey is generated
when the request is resolved. 

However, if the request is submitted for the user directly into the
HPD:HelpDesk form, the corresponding REQ is created in SRM but the
Survey is not. 

Any ideas? 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

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

2010-03-30 Thread Lyle Taylor

So, is not-bad kind of like good, or is more like there is a continuum 
something like this:

Terrible - bad - not-good - not-bad - OK - good - great - excellent

:-)

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Tuesday, March 30, 2010 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Clients and API's

**
Sounds like a not-bad ideahow about going over there and opening an 
enhancement request :)


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Tuesday, March 30, 2010 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Clients and API's
** A possible addition to ARInside? :-)
On Tue, Mar 30, 2010 at 8:43 AM, LJ Longwing 
lj.longw...@gmail.commailto:lj.longw...@gmail.com wrote:
I was working with Carey on an escalation Timeline appreads the
Escalations and puts records in a form based on various inputI would
love to look at the beta of your app to see how you handled some of the
issues I had with displaying the timeline.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Misi 
Mladoniczky
Sent: Tuesday, March 30, 2010 9:37 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: AR System Clients and API's

Hi Lisa,

Yes, it is in the RRR|Log-product.

The demand has not been very great for the
escalation-timeline-functionality. The result is that it is not yet in
production.

If you (or anyone else) are interested in trying the current, let us call it
beta, version of the tool, let me know, and I can grant access.

   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.

 Nevermind, I think I found the answer.  Is this in your RRR/Log product?
 :)



 Lisa

 -Original Message-
 From: Action Request System discussion _attend WWRUG10 www.wwrug.com ARSlist: 
 Where the Answers Are_


 NOTICE: This email message is for the sole use of the intended recipient(s) 
and may contain confidential and privileged information. Any unauthorized 
review, use, disclosure or distribution is prohibited. If you are not the 
intended recipient, please contact the sender by reply email and destroy all 
copies of the original message.



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ARValidateFormCache

Hi all,
Need to know some information the ARValidateFormCache API call.Have gone
through the API Programmer's PDF, but it describes only about API
function/Struct definition.

In our client, even we clear the local file cache(ARHome), when we try to
access an application entry point link(previously application is opened and
closed, after that the cache were cleared and in same login session) this
ARValidateFormCache API has been called.

We though that this API will be called only when the files are in the local
client cache(ARHome), but this is not the case.

Is this ARValidateFormCache refereing to any cache made in server? If so, in
server(ARS 7.5 - Linux OS ) were the cache files are stored?

Please guide us in solving this issue.

Regards,
Gopal
-- 
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Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: SRM 2.2, ITSM 7.0.3 - Surveys not getting created from Incident Mgmnt

2010-03-30 Thread Nair, Rajesh IN BOM SISL

Hi,
thier has to be ina workflow wriiten on HPD form wherein if a request is 
resolved then the relevant survey has to be submitted to the survey form

Regards
Rajesh



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Tuesday, March 30, 2010 11:59 PM
To: arslist@ARSLIST.ORG
Subject: SRM 2.2, ITSM 7.0.3 - Surveys not getting created from Incident Mgmnt

**
All,
Not sure if this is as designed and if it is, if anyone has a workaround.
When a user submits a request via the SRM console, a survey is generated when 
the request is resolved.
However, if the request is submitted for the user directly into the 
HPD:HelpDesk form, the corresponding REQ is created in SRM but the Survey is 
not.
Any ideas?

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Informatics-Infrastructure
Office: 631.858.7765
Mobile:646.483.2779


This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.
_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_

Important notice: This e-mail and any attachment there to contains corporate 
proprietary information. If you have received it by mistake, please notify us 
immediately by reply e-mail and delete this e-mail and its attachments from 
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Re: AR System Clients and API's

LOL...more bad habits we pick up from our parentssounds like a good
idea...I would love to see that feature in therethe only question I have
for you is one of displayswhich is where I currently come up short in my
current program that does it...here is my problem
 
Ok...there are of course two different type of escalationsinterval and
time.  Interval can run as often as every 1 min and as far apart as you
would want them to runso each time they would run would be a 'dot' on a
timelinethen Time ones, they of course run on the rules outlined by what
you specify.so here is the rubif you want to show a timeline, how
long would your timeframe be?  One day, one Week, a Month, a Year?  In the
case of interval escalations that run every 5 min's...they execute around
288 times a daywhich is allot of plot points for a single
escalation...but realistic.  If you do a timeline of a week, the interval
every 5 min's ones will be too close to see, but the 'once a day at 12:35
AM' ones would display great
 
That's the fundamental issue with escalation timelines I have worked with is
thisI have a program written that when given a 'start time' and
'interval' will generate remedy records for each time all escalations
specified will firebut I can't figure out how to display it properly.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Tuesday, March 30, 2010 12:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Clients and API's


** 

So, is not-bad kind of like good, or is more like there is a continuum
something like this:

 

Terrible - bad - not-good - not-bad - OK - good - great - excellent

 

:-)

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Tuesday, March 30, 2010 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Clients and API's

 

** 

Sounds like a not-bad ideahow about going over there and opening an
enhancement request :)

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Tuesday, March 30, 2010 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Clients and API's

** A possible addition to ARInside? :-)

On Tue, Mar 30, 2010 at 8:43 AM, LJ Longwing lj.longw...@gmail.com wrote:

I was working with Carey on an escalation Timeline appreads the
Escalations and puts records in a form based on various inputI would
love to look at the beta of your app to see how you handled some of the
issues I had with displaying the timeline.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky

Sent: Tuesday, March 30, 2010 9:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Clients and API's

Hi Lisa,

Yes, it is in the RRR|Log-product.

The demand has not been very great for the
escalation-timeline-functionality. The result is that it is not yet in
production.

If you (or anyone else) are interested in trying the current, let us call it
beta, version of the tool, let me know, and I can grant access.

   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.

 Nevermind, I think I found the answer.  Is this in your RRR/Log product?
 :)



 Lisa

 -Original Message-
 From: Action Request System discussion _attend WWRUG10 www.wwrug.com
ARSlist: Where the Answers Are_



NOTICE: This email message is for the sole use of the intended recipient(s)
and may contain confidential and privileged information. Any unauthorized
review, use, disclosure or distribution is prohibited. If you are not the
intended recipient, please contact the sender by reply email and destroy all
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Re: ARValidateFormCache

2010-03-30 Thread Danny Kellett

This call will always be called as it's the one that compares the date  
of your local .def compares to the ar server. If the result is the  
same then it ends if the date on the server is newer then another api  
call is used to update the local .def called arexport


Regards
Danny

Sent from my iPhone

On 30 Mar 2010, at 19:42, Gopal-srg srgr...@gmail.com wrote:


Hi all,
Need to know some information the ARValidateFormCache API call.Have  
gone

through the API Programmer's PDF, but it describes only about API
function/Struct definition.

In our client, even we clear the local file cache(ARHome), when we  
try to
access an application entry point link(previously application is  
opened and
closed, after that the cache were cleared and in same login session)  
this

ARValidateFormCache API has been called.

We though that this API will be called only when the files are in  
the local

client cache(ARHome), but this is not the case.

Is this ARValidateFormCache refereing to any cache made in server?  
If so, in

server(ARS 7.5 - Linux OS ) were the cache files are stored?

Please guide us in solving this issue.

Regards,
Gopal
--
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Sent from the ARS (Action Request System) mailing list archive at Nabble.com 
.


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Re: ARValidateFormCache

I believe the cache is stored in memory, not in any place on the disks of
the server. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Gopal-srg
Sent: Tuesday, March 30, 2010 12:42 PM
To: arslist@ARSLIST.ORG
Subject: ARValidateFormCache

Hi all,
Need to know some information the ARValidateFormCache API call.Have gone
through the API Programmer's PDF, but it describes only about API
function/Struct definition.

In our client, even we clear the local file cache(ARHome), when we try to
access an application entry point link(previously application is opened and
closed, after that the cache were cleared and in same login session) this
ARValidateFormCache API has been called.

We though that this API will be called only when the files are in the local
client cache(ARHome), but this is not the case.

Is this ARValidateFormCache refereing to any cache made in server? If so, in
server(ARS 7.5 - Linux OS ) were the cache files are stored?

Please guide us in solving this issue.

Regards,
Gopal
--
View this message in context:
http://old.nabble.com/ARValidateFormCache-tp28086744p28086744.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.

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Re: AR System Clients and API's

2010-03-30 Thread Jason Miller

#87 not un-submitted.  :)

Jason

On Tue, Mar 30, 2010 at 11:27 AM, LJ Longwing lj.longw...@gmail.com wrote:

 **
 Sounds like a not-bad ideahow about going over there and opening an
 enhancement request :)

  --
 *From:* Action Request System discussion list(ARSList) [mailto:
 arsl...@arslist.org] *On Behalf Of *Jason Miller
 *Sent:* Tuesday, March 30, 2010 11:50 AM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: AR System Clients and API's

 ** A possible addition to ARInside? :-)

 On Tue, Mar 30, 2010 at 8:43 AM, LJ Longwing lj.longw...@gmail.comwrote:

 I was working with Carey on an escalation Timeline appreads the
 Escalations and puts records in a form based on various inputI would
 love to look at the beta of your app to see how you handled some of the
 issues I had with displaying the timeline.

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
  Sent: Tuesday, March 30, 2010 9:37 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: AR System Clients and API's

 Hi Lisa,

 Yes, it is in the RRR|Log-product.

 The demand has not been very great for the
 escalation-timeline-functionality. The result is that it is not yet in
 production.

 If you (or anyone else) are interested in trying the current, let us call
 it
 beta, version of the tool, let me know, and I can grant access.

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.

  Nevermind, I think I found the answer.  Is this in your RRR/Log product?
  :)
 
 
 
  Lisa
 
  -Original Message-
  From: Action Request System discussion _attend WWRUG10 
  www.wwrug.comARSlist: Where the Answers Are_



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No key back to the originating form/record from AR System Email Messages form records??

2010-03-30 Thread Rabi Tripathi

Hi all:
It appears that records on the AR System Email Messages form, caused by a 
Notify action in a filter, contain no information to indicate which form and 
which record it originated from. 

I would have thought they would have designed the email subsystem to include 
the form name on which the filter fired, and the record on which the filter 
fired.

There is a unique GUID on each email message's record, but that doesn't tie 
back to the form/record.

I am trying to have a table on my ticket form to display all the emails that 
have been sent from the ticket. 

Looks like I have to add records on a separate form on each Notify action. Or 
add filters to the AR System Email Messages form to populate some fields based 
on keywords on the message.

Somebody please tell me I am wrong.

ARS 6.3




  

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Re: Atrium Core 7.5 patch 4

Page 98 of the Install guide (at least the 7.6 IG) has the uninstall
instructions for UNIX. Maybe they will help but it IS BMC documentation
after all :)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Aldrich, Joshua
Sent: Tuesday, March 30, 2010 12:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Core 7.5 patch 4

No functioning application server backup exists, however I do have a
schema backup of the DB.

My hope was to re-import the schema but I still need to get the
application server back to a working state.  Therefore, I thought I
could just remove Core and reinstall.

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of
Guillaume Rheault
Sent: Tue 3/30/2010 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Core 7.5 patch 4

can you restore the database and the application server where the ARS
server service is running?

Guillaume

From: Action Request System discussion list(ARSList)
[arsl...@arslist.org] on behalf of Aldrich, Joshua
[joshua.aldr...@njvc.com]
Sent: Tuesday, March 30, 2010 1:03 PM
To: arslist@ARSLIST.ORG
Subject: Atrium Core 7.5 patch 4

I recently upgraded to Atrium Core patch 4 and it rendered Atrium Core
useless.  It only goes to a blue screen.  We have been through every
imaginable corrective action with bmc.

My question now is how can I get Core back to zero.  I would like to
just remove Core and start all over and install from Patch 1.

What do I delete out in order to do this?

Thank you in advance

Remedy 7.5 patch 4

Oracle 11G

Solaris 10

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Re: Top Positions SSO Solution

Danny,

You have right it is Bug in BMC Remedy User tool.
But this problem is independent of use SSO or no.
You can always use for example http analyzer software to listen tcp port, 
because the flashboards are provide through the mid-tier.
The worst situation is when you use to authenticate user arealdap plugin
from BMC, because then you can snaffle the password for domain username.
So it is very dangerous situation.
It is little better when passwords to remedy you store in user form, because
this time when you snaffle the password, you will have only permission to
remedy.
The best situation is when you use Plugin SSO from Top Positions. In Plugin
SSO user to authentication in remedy use special token with is generate for
any users and ip address, so if somebody snaffle this token he will login
only to the Remedy, of course token has expired.
Another worst situation is when all people use the same key, because then if
somebody snaffle the password he will affect who wants.

So if you want to have very save system, you have two possibilities:
1. Don't use BMC Remedy User tools (Only web)
2. You can configure SSL on Tomcat. (Because flashboards server, srm,
crystal reports are provide by the mid-tier).



Danny wrote:

In version 2.1, for the WUT SSO, we did store a password in the registry
encrypted by AES http://en.wikipedia.org/wiki/Advanced_Encryption_Standard

This is really a bug I want to show you how you can decrypt this password?
So I think you should public information on your site that your plugin is
not to much save.

Danny wrote This was seen as secure enough for two large American banks and
one Polish
Bank.

Polish Bank don't use SSO for RUT because they know the bug.

Cheers
 
Konrad

TopPositions
Really only one secure Plugin SSO for BM Remedy AR System.
Http://www.remedy-sso.com





-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Danny Kellett
Sent: Tuesday, March 30, 2010 6:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Top Positions SSO Solution

Konrad,

That's incorrect. We do not use the authentication string any more as many
of the BMC products have bugs in them which prevent SSO being implemented
correctly and safely. I can provide an official list of SW numbers if you
wish, where the authentication string is not passed correctly. To name a
few, Crystal Reports integration and Flashboards within the Windows User
Tool. So good luck when you find your first customer who wants to use
reports on the web or flashboards in the WUT.

Sean, et al,

Java System Solutions has been working with BMC as an SSO solution provider
for four years now. We have partners that support and sell our product such
as BMC themselves, Materna in Germany and Denmark, at which this month they
have published an article about our solution in their magazine (including an
embarrassing picture of John Baker and myself, I'm only 34 years old
honest!), Comfort in Poland from which Konrad used to work for, SoftwareOne
and Zones. So we have customers which are Banks where security has become an
priority and we were happy to modify our product as required, in partnership
with these customers.

So I can confidently let you know, and provide references, from customers
and partners who can verify our security.

In version 2.1, for the WUT SSO, we did store a password in the registry
encrypted by AES http://en.wikipedia.org/wiki/Advanced_Encryption_Standard
This was seen as secure enough for two large American banks and one Polish
Bank.
In version 3.0, due for release in April, we have added another layer of
encryption for the WUT where the password uses rotating keys very similar to
http://www.freshpatents.com/Rotation-of-keys-during-encryption-decryption-dt
20061214ptan20060280298.php
Again, all this is passed in the password field instead of the
authentication field, and thus is again encrypted by BMCs own DES encryption
over the wire.

I believe with all that above, we are confidently happy with our product and
so could many BMC representatives and partners alike.

Elry,

This is turning into a bit of an advert, and for that I apologise Dan/List,
but you can find out more information from www.javasystemsolutions.com or
send me an email off the list dkell...@javasystemsolutions.com

Kind regards
Danny 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Konrad Banasiak
Sent: 30 March 2010 16:17
To: arslist@ARSLIST.ORG
Subject: Re: Top Positions SSO Solution

Sean,

Java System's plugin use authentication password saved in the windows
register on all workstations to authenticate users through the RUT.
All users have the same password. In my opinion it is not very save method.

Mid-tier use the ARSAPI to communicate with ARS so communication between mt
and ars is crypted.
Of course we must believe that crypted method between ars an mt used by BMC
is save.

In this document you can

Re: Top Positions SSO Solution

2010-03-30 Thread Shellman, David

Konrad,

The desktop client is on the endangered species list.  It's not going to be 
much longer before it is extinct.

Also I do not appreciate getting email sent to the email address listed on 
www.wwrog.com from your company.  That email address has only been listed there 
for less than two weeks.  It is not the email address I use to post to the ARS 
List.  Technically those emails should include a way to opt out.  There wasn't 
any.
--Original Message--
From: Konrad Banasiak
To: Arslist
ReplyTo: Arslist
Subject: Re: Top Positions SSO Solution
Sent: Mar 30, 2010 4:07 PM

Danny,

You have right it is Bug in BMC Remedy User tool.
But this problem is independent of use SSO or no.
You can always use for example http analyzer software to listen tcp port, 
because the flashboards are provide through the mid-tier.
The worst situation is when you use to authenticate user arealdap plugin
from BMC, because then you can snaffle the password for domain username.
So it is very dangerous situation.
It is little better when passwords to remedy you store in user form, because
this time when you snaffle the password, you will have only permission to
remedy.
The best situation is when you use Plugin SSO from Top Positions. In Plugin
SSO user to authentication in remedy use special token with is generate for
any users and ip address, so if somebody snaffle this token he will login
only to the Remedy, of course token has expired.
Another worst situation is when all people use the same key, because then if
somebody snaffle the password he will affect who wants.

So if you want to have very save system, you have two possibilities:
1. Don't use BMC Remedy User tools (Only web)
2. You can configure SSL on Tomcat. (Because flashboards server, srm,
crystal reports are provide by the mid-tier).



Danny wrote:

In version 2.1, for the WUT SSO, we did store a password in the registry
encrypted by AES http://en.wikipedia.org/wiki/Advanced_Encryption_Standard

This is really a bug I want to show you how you can decrypt this password?
So I think you should public information on your site that your plugin is
not to much save.

Danny wrote This was seen as secure enough for two large American banks and
one Polish
Bank.

Polish Bank don't use SSO for RUT because they know the bug.

Cheers
 
Konrad

TopPositions
Really only one secure Plugin SSO for BM Remedy AR System.
Http://www.remedy-sso.com





-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Danny Kellett
Sent: Tuesday, March 30, 2010 6:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Top Positions SSO Solution

Konrad,

That's incorrect. We do not use the authentication string any more as many
of the BMC products have bugs in them which prevent SSO being implemented
correctly and safely. I can provide an official list of SW numbers if you
wish, where the authentication string is not passed correctly. To name a
few, Crystal Reports integration and Flashboards within the Windows User
Tool. So good luck when you find your first customer who wants to use
reports on the web or flashboards in the WUT.

Sean, et al,

Java System Solutions has been working with BMC as an SSO solution provider
for four years now. We have partners that support and sell our product such
as BMC themselves, Materna in Germany and Denmark, at which this month they
have published an article about our solution in their magazine (including an
embarrassing picture of John Baker and myself, I'm only 34 years old
honest!), Comfort in Poland from which Konrad used to work for, SoftwareOne
and Zones. So we have customers which are Banks where security has become an
priority and we were happy to modify our product as required, in partnership
with these customers.

So I can confidently let you know, and provide references, from customers
and partners who can verify our security.

In version 2.1, for the WUT SSO, we did store a password in the registry
encrypted by AES http://en.wikipedia.org/wiki/Advanced_Encryption_Standard
This was seen as secure enough for two large American banks and one Polish
Bank.
In version 3.0, due for release in April, we have added another layer of
encryption for the WUT where the password uses rotating keys very similar to
http://www.freshpatents.com/Rotation-of-keys-during-encryption-decryption-dt
20061214ptan20060280298.php
Again, all this is passed in the password field instead of the
authentication field, and thus is again encrypted by BMCs own DES encryption
over the wire.

I believe with all that above, we are confidently happy with our product and
so could many BMC representatives and partners alike.

Elry,

This is turning into a bit of an advert, and for that I apologise Dan/List,
but you can find out more information from www.javasystemsolutions.com or
send me an email off the list dkell...@javasystemsolutions.com

Kind regards
Danny 

-Original Message-
From: Action Request System discussion

SLM 7.6 Patch 001

2010-03-30 Thread strauss

FYI, SLM 7.6.00 Patch 001 was released today, and includes updated Help.  
Unfortunately they used a version 5.1.x installer for the help (not the patch), 
so if your server is limited to a minimum-api-version of 10 (ARS 6.0) or higher 
like ours was, the help installer will fail to authenticate.

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

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Re: AR System Clients and API's

2010-03-30 Thread Jason Miller

Not only that but the fire time of an interval Escalation is dependent on
the ARS start up time.  The amount of error increases the larger the
interval.  One minute intervals would not be off no matter when the server
started but what about an interval of 3 days?

Maybe the Interval timeline could be dragged left or right so any start time
could be modeled?

On Tue, Mar 30, 2010 at 11:59 AM, LJ Longwing lj.longw...@gmail.com wrote:

 **
 LOL...more bad habits we pick up from our parentssounds like a good
 idea...I would love to see that feature in therethe only question I have
 for you is one of displayswhich is where I currently come up short in my
 current program that does it...here is my problem

 Ok...there are of course two different type of escalationsinterval and
 time.  Interval can run as often as every 1 min and as far apart as you
 would want them to runso each time they would run would be a 'dot' on a
 timelinethen Time ones, they of course run on the rules outlined by what
 you specify.so here is the rubif you want to show a timeline, how
 long would your timeframe be?  One day, one Week, a Month, a Year?  In the
 case of interval escalations that run every 5 min's...they execute around
 288 times a daywhich is allot of plot points for a single
 escalation...but realistic.  If you do a timeline of a week, the interval
 every 5 min's ones will be too close to see, but the 'once a day at 12:35
 AM' ones would display great

 That's the fundamental issue with escalation timelines I have worked with
 is thisI have a program written that when given a 'start time' and
 'interval' will generate remedy records for each time all escalations
 specified will firebut I can't figure out how to display it properly.

  --
 *From:* Action Request System discussion list(ARSList) [mailto:
 arsl...@arslist.org] *On Behalf Of *Lyle Taylor
 *Sent:* Tuesday, March 30, 2010 12:30 PM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: AR System Clients and API's

 **

 So, is “not-bad” kind of like “good”, or is more like there is a continuum
 something like this:



 Terrible - bad - not-good - not-bad - OK - good - great - excellent



 :-)



 *From:* Action Request System discussion list(ARSList) [mailto:
 arsl...@arslist.org] *On Behalf Of *LJ Longwing
 *Sent:* Tuesday, March 30, 2010 12:28 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: AR System Clients and API's



 **

 Sounds like a not-bad ideahow about going over there and opening an
 enhancement request :)


  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arsl...@arslist.org] *On Behalf Of *Jason Miller
 *Sent:* Tuesday, March 30, 2010 11:50 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: AR System Clients and API's

 ** A possible addition to ARInside? :-)

 On Tue, Mar 30, 2010 at 8:43 AM, LJ Longwing lj.longw...@gmail.com
 wrote:

 I was working with Carey on an escalation Timeline appreads the
 Escalations and puts records in a form based on various inputI would
 love to look at the beta of your app to see how you handled some of the
 issues I had with displaying the timeline.


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky

 Sent: Tuesday, March 30, 2010 9:37 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: AR System Clients and API's

 Hi Lisa,

 Yes, it is in the RRR|Log-product.

 The demand has not been very great for the
 escalation-timeline-functionality. The result is that it is not yet in
 production.

 If you (or anyone else) are interested in trying the current, let us call
 it
 beta, version of the tool, let me know, and I can grant access.

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.

  Nevermind, I think I found the answer.  Is this in your RRR/Log product?
  :)
 
 
 
  Lisa
 
  -Original Message-
  From: Action Request System discussion _attend WWRUG10 
  www.wwrug.comARSlist: Where the Answers Are_



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Re: How can I close browser windows from an active link?

2010-03-30 Thread Wacholz, Jenni

Thank you, Jim and Jason, for your help with this. I was all set to go
with the run process javascript solution but in the meantime, I was
working with BMC on the original run process idea. They were able to get
that working to accomplish the ideal scenario: log the user out of
Remedy, clear the Remedy credentials from IE and return the user to the
company homepage. So I will be going with that.
 
Here's the final run process that accomplishes all of the above:
PERFORM-ACTION-OPEN-URL current http://actual midtier server
name/mid-tier/servlet/LogoutServlet?goto=http%3A%2F%2Fcvtynet.cvty.com%
2F http://actual midtier server
name/mid-tier/servlet/LogoutServlet?goto=http%3A%2F%2Fcvtynet.cvty.com%
2F 
 

Jenni Wacholz 
480-445-2517 
WFH Wednesdays  602-606-7484 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ashton, Jim (JUS)
Sent: Tuesday, March 30, 2010 6:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: How can I close browser windows from an active link?


** 

Try it this way: 

javascript:window.opener=self;window.close(); 


Best regards, 
Jim. 

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Re: AR System Clients and API's