Re: Installing RKM 7.5

[Salama Ahmad]

Jean .
To solve this issue I would advise you to create the RKM Database manually . 
This will solve your issue .
Regards
Ahmed

From: Joe D'Souza [mailto:jdso...@shyle.net]
Sent: Thursday, June 10, 2010 1:11 AM
Subject: Re: Installing RKM 7.5

**
While that is true, I have had issues in the past with using versions higher 
than recommended for web based apps. For e.g. I remember Tomcat 5.5.26 being a 
problem while sub version 25 and sub version 27 worked well..

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Debnath, Prijit
Sent: Wednesday, June 09, 2010 6:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installing RKM 7.5
**
Hi,
For RKM 7.5, the minimum version of Tomcat required is 5.5.x. The Compatibility 
Matrix is available 
here.

Also, for ARS, the minimum version of tomcat required is 5.5.28. The Comp 
Matrix is available 
here.


Traditionally, "AR System supports the listed version of vendor products or 
higher", so Tomcat 6 should work.

Thanks,
Prijit Debnath
Product Manager, Remedy A R System

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Tuesday, June 08, 2010 8:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Installing RKM 7.5

**
I haven't checked the compatibility matrix, but am wondering loud if Tomcat 6 
is compatible with RKM 7.5 or even ARS Mid-Tier for that matter?

I know that it works with Tomcat 5.5.25

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Halleux, Jean-Louis
Sent: Tuesday, June 08, 2010 3:02 AM
To: arslist@ARSLIST.ORG
Subject: Installing RKM 7.5
**
Hello,

I try to install RKM 7.5 patch 1 on Oracle 10g. I use jdk/jre 1.6 and Tomcat 
6.0. The installation succeeds, but the post_installation fails, when trying to 
connect to Oracle. I always receive an error 0RA-01017 (invalid user/password), 
though I am quite sure my password is correct. I tried the jdbc connection 
strings like : :: and also tried the full description coming 
from tnsnames.ora (description=(addresslist=...). I also tried to change the 
ojdbc*.jar file to more recent version in the lib directory of RKM, and in the 
lib directory of tomcat, I still get ORA-01017.

Any tip ?

Thanks a lot.
Jean-Louis Halleux
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Re: Automatic logon to a display form

[Victor]

> Hi Victor!
>
> It's fairly simple.
> I have attached a .ZIP that contains a sample .jsp file.
>
> 1) Place the file on your web server and edit it to use the correct link,
> server, form, user, password and view parameters.
> 2) Then place a link to the .jsp file on a normal web page.
> 3) Done.
>
>
> Best Regards,
> Theo
Hello Theo,

I rewrote the jsp file to read:
  
   
   
   
   

 
Then I placed a link to the file on a web page.
When I clicked on the link I received a "file not found" error

However when I replaced the contents of the jsp file to read:
<%
response.sendRedirect("http://:8080/arsys/servlet/ViewFormServlet?form=&server=&username=&pwd=");
%>
 everything worked as expected.

The problem is that response.sendRedirect method shows the new url to the 
requested form. I need to hide all references to the actual display form 
because I'm afraid the login details could be captured. That is why I prefer 
to use the forward method as this hides the destination form references
- But it's not working :(

What am I doing wrong?

Regards,

Victor

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Re: disabling the ability to propose people records

[Kelly Deaver]

**
Why not just remove the green + from the views or remove the permissions? That way if you ever decide you want it back it is an easy undo.

Kelly DeaverL-3 Stratis / FAA Contractor
kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov (Business mail)
 
 

 Original Message Subject: Re: disabling the ability to propose people recordsFrom: "vianna...@hotmail.com" Date: Fri, June 11, 2010 8:03 pmTo: arslist@ARSLIST.ORG** 
Thanks. Anybody done this?On Jun 11, 2010, at 6:06 PM, Roger Justice  wrote:


** There is no way OOTB you would have to do a customization.

-Original Message-From: Vianna Vianna To: arslist@ARSLIST.ORGSent: Fri, Jun 11, 2010 1:41 pmSubject: disabling the ability to propose people records
** 

We are currently running 7.5  We have an integration to the H.R. system which feeds the people records. Users that are submitting incidents are often mistyping customer names and therefore not finding a match in the people record, so they proceed to create a ticket by "proposing" a new people record.  Is there a way to disable that ability? So that in order for a ticket to be submitted, the people record MUST be enabled in Remedy already?  Thank you  Vi_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ 
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Re: ITSM 7.6 Patch 1 Install Failing

[Hulmes, Timothy W Mr CTR US USA NETCOM/9TH SC A 7TH SC]

We ran into this with our initial install.  As Jason stated check the
SHARE:Application_Properties and make sure that it has your product
catalog at 7.6.  Ours was not and we were getting the same error.  

Tim

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Tuesday, June 08, 2010 1:23 PM
To: arslist@ARSLIST.ORG
Subject: [AKO Warning - Message fails DKIM verification] Re: ITSM 7.6
Patch 1 Install Failing

** Do you have the Product Catalog records in
SHARE:Applications_Properties?

We ran into an issue patching to ITSM 7.6 p1 because we initially
installed the Atrium web services components and later removed them.
The patch installer was seeing the SHARE:Application_Properties record
and throwing error because the actual components were not installed.
Once we delete those records the patch installer worked fine.  Maybe you
have the opposite issue where the records are missing.

HTH,
Jason


On Tue, Jun 8, 2010 at 7:38 AM, Kevin Begosh  wrote:


** 
I am trying to install ITSM 7.6 Patch 1 but it is failing beause
it says the product catalog is not installed, howver the product catalog
is installed.  Has anyone ever run into this.
 
AR Server 7.5 Patch 4
CMDB 7.6 Patch 1
Compatibility Patch for ITSM for CMDB 7.6 Patch 1
Windows 2003
SQL 2005

-- 
Kevin Begosh

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Default ARS 7.5 server license and Trail license?

[K Rutenberg]

I have received a AR Server license valid for 6 months. I think its a Trial
license.

My system is Windows 7, MSSQL 2008, ARS 7.5

What is the difference between the default server licence that gives you 3
fixed licences and this trial liense.

Does the default server license allow full control via User tool to ITSM
suite app as well if that is installed?

I read one needs both a server AND app licence for this?

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Re: Default ARS 7.5 server license and Trail license?

[Hardik Benani]

Hi,

You can get a trial license from BMC which is valid for and month and has 3
fixed user license.

>From Version 7.5, you dont need to have seperate license for each
applcation, instead you only need a AR Server License. And while installing
other ITSM Apps you just need to add the licenses in the Add/Remove License
in AR System Administration.

The usage would then be tracked.

Regards,
Hardik 

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Re: ITSM 7.6 Patch 1 Install Failing

[Kbegosh]

Yeah I changed that and the install started.

Thanks

Sent from my iPhone

On Jun 12, 2010, at 11:44 AM, "Hulmes, Timothy W Mr CTR US USA NETCOM/ 
9TH SC A 7TH SC"  wrote:



We ran into this with our initial install.  As Jason stated check the
SHARE:Application_Properties and make sure that it has your product
catalog at 7.6.  Ours was not and we were getting the same error.

Tim

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Tuesday, June 08, 2010 1:23 PM
To: arslist@ARSLIST.ORG
Subject: [AKO Warning - Message fails DKIM verification] Re: ITSM 7.6
Patch 1 Install Failing

** Do you have the Product Catalog records in
SHARE:Applications_Properties?

We ran into an issue patching to ITSM 7.6 p1 because we initially
installed the Atrium web services components and later removed them.
The patch installer was seeing the SHARE:Application_Properties record
and throwing error because the actual components were not installed.
Once we delete those records the patch installer worked fine.  Maybe  
you

have the opposite issue where the records are missing.

HTH,
Jason


On Tue, Jun 8, 2010 at 7:38 AM, Kevin Begosh   
wrote:



   **
   I am trying to install ITSM 7.6 Patch 1 but it is failing beause
it says the product catalog is not installed, howver the product  
catalog

is installed.  Has anyone ever run into this.

   AR Server 7.5 Patch 4
   CMDB 7.6 Patch 1
   Compatibility Patch for ITSM for CMDB 7.6 Patch 1
   Windows 2003
   SQL 2005

   --
   Kevin Begosh

   _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_


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Re:

[IT (Amanullah Bashir Ahmed)]

**
The following run if condition is for 5 days or 15 days. If we want after 3 
days the resolved incident should close, where we will change?, 1296000 is 
calculating days or what is it?
( 'Status' = "Resolved") AND ( 'Last Resolved Date' < ($TIMESTAMP$ - 1296000))

Thanks & Regards

Amanullah
Software Consultant

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pavan Kumar
Sent: Thursday, June 10, 2010 7:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: 

**
It is HPD:INC:AutoCloseResolved, and you need to change the run if condition:
( 'Status' = "Resolved") AND ( 'Last Resolved Date' < ($TIMESTAMP$ - 1296000))


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Robert Fults
Sent: Thursday, June 10, 2010 3:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: 

There is an escalation that needs to be modified.  Not in front of the system 
right now, but I think it was something like HPD:INC:AR_ESC_AUTOCLOSE or 
something to that effect.  i will follow up when I get to work.

Sincerely,

Robert Fults
Remedy Admin/Dev
Florida International University


From: IT (Amanullah Bashir Ahmed) [ahmed...@emiratesnbd.com]
Sent: Wednesday, June 09, 2010 3:44 AM
Subject: 
**
Hi there
Version 7.1
According to BMC Remedy "If you leave an incident as resolved, after 15 days 
the Incident Management application closes the incident."
My requirement is "If you leave an incident as resolved, after 5 days the 
Incident Management application should close the incident"
What Changes or configuration required to do this.

Thanks in advance


Thanks & Regards

Amanullah
Software Consultant



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[no subject]

[IT (Amanullah Bashir Ahmed)]

Hi Enslin,
Thanks for your response. One more thing is if I want to stop all users to 
close the incident. My concern is incidents should close only using Auto Close 
Resolved escalation. Now in my company users can close the incidents but I am 
interested users would not be able to close the incidents manully, what should 
I do?

Thanks & Regards

Amanullah
Software Consultant

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Enslin Van Blerk - MWEB
Sent: Wednesday, June 09, 2010 3:22 PM
To: arslist@ARSLIST.ORG
Subject:

**
Hello Amanullah

I think the only way in 7.1 is to change the escalation 
HPD:INC:AutoCloseResolved



Regards
Enslin


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of IT (Amanullah Bashir Ahmed)
Sent: 09 June 2010 09:45 AM
To: arslist@ARSLIST.ORG
Subject:

Hi there
Version 7.1
According to BMC Remedy "If you leave an incident as resolved, after 15 days 
the Incident Management application closes the incident."
My requirement is "If you leave an incident as resolved, after 5 days the 
Incident Management application should close the incident"
What Changes or configuration required to do this.

Thanks in advance


Thanks & Regards

Amanullah
Software Consultant



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