The ?Time? field is all zeros on new Work Log

[madhu kiran]

Hi All,

While inserting a new worklog, the Time is set to zeroes. 00:00:00 and this
is machine specific. It works fine on few machines and doesn't on others.
Any ideas?

Thanks,

Madhu

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Re: SMS2CMDB 1.6.2

[Roger Justice]

I did this with a customer and they were also using SQL Server 2008 with SCCM. 
All of the views listed in the AIE mappings are the same.





-Original Message-
From: Mahendra Mahalkar 
To: arslist 
Sent: Thu, Jul 15, 2010 2:38 am
Subject: Re: SMS2CMDB 1.6.2


** Flex,
Are you talking about seamless connector (SCCM2CMDB_2.5.02) which integrates 
SCCM to CMDB?


Thanks & Regards,
Mahendra Mahalkar




On Thu, Jul 15, 2010 at 1:29 AM, Frex Popo  wrote:

** 

Dear all,
 
We are Planning to integrate the CMDB with MS SCCM 2007 R3. I would like to 
know if anyone has installed SMS2CMDB 1.6.2 with the followings:
 
ARS 7.1 patch 04
AIE 7.1 patch 04
CMDB 2.1 patch 03
ITSM 703 patch 08
OS: Windows 2003 (x64)
DB: MS SQL 2005
 
Most importantlty I would like to know if the above would work with SMS2CMDB 
1.6.2? Anyone done this and would like to share their experience? Any known 
issues? Any tips and things too watch out for?
 
Many thanks in advance
frex
 
 



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Re: SMS2CMDB 1.6.2

[Mahendra Mahalkar]

I have done with the help of seamless connector SCCM2CMDB which have the
built-in mapping. These mapping ca also be edited later according to need.

Thanks & Regards,
Mahendra Mahalkar



On Thu, Jul 15, 2010 at 3:53 PM, Roger Justice  wrote:

> ** I did this with a customer and they were also using SQL Server 2008
> with SCCM. All of the views listed in the AIE mappings are the same.
>
>
>
>
> -Original Message-
> From: Mahendra Mahalkar 
> To: arslist 
> Sent: Thu, Jul 15, 2010 2:38 am
> Subject: Re: SMS2CMDB 1.6.2
>
> ** Flex,
> Are you talking about seamless connector (SCCM2CMDB_2.5.02) which
> integrates SCCM to CMDB?
>
>
> Thanks & Regards,
> Mahendra Mahalkar
>
>
>
> On Thu, Jul 15, 2010 at 1:29 AM, Frex Popo  wrote:
>
>> **
>>  Dear all,
>>
>> We are Planning to integrate the CMDB with MS SCCM 2007 R3. I would like
>> to know if anyone has installed SMS2CMDB 1.6.2 with the followings:
>>
>> ARS 7.1 patch 04
>> AIE 7.1 patch 04
>> CMDB 2.1 patch 03
>> ITSM 703 patch 08
>> OS: Windows 2003 (x64)
>> DB: MS SQL 2005
>>
>> Most importantlty I would like to know if the above would work with
>> SMS2CMDB 1.6.2? Anyone done this and would like to share their experience?
>> Any known issues? Any tips and things too watch out for?
>>
>> Many thanks in advance
>> frex
>>
>>
>>
>>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
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>

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Remedy Email Notification Subject Line is Blank

Hi All,

we got an issue related to email notification , subject line of the email 
generated in ar system email messages is blank. we have custom built 
applications, there is IPMT email messages a custom built email notification 
form where we store all the emails generated there first then a filter on this 
form has got notify action which reads subject, body and user related 
information from this form as current value and creates entries in AR system 
email messages form, all the field values are there for the email created in 
arsystem email messages form except for subject line. i can see subject inITPMT 
email message form where notify action reads the data.

When i add  $subject$ in a message action of the filter before the notify 
action message shows the email subject value, but after notify action subject 
line is blank in email messages form.

I did few of the below mentioned tasks to check if these resolves the issue but 
no help
1. I recreated the field on custom built IPMT email messages form
2. resaved the filter with notify action- no use
3. Removed $subject$ from the notify action of the filter ie it was blank and 
remedy defaulted the value to "AR System Notification"
4. Included a core field in the subject ex. assigned to and the value of the 
assigned to was pushed into ar system email messages form which was strange.
This issue we have observed during the testing of migrated application, ie we 
have migrated remedy 6.3 application into 7.5 server. This works fine in 6.3 
system, we have used remedy migrator to migrate the application.
Has any one faced this issue before?
What could have gone wrong? How can i debug this since filter log will not 
indicate something that has gone wrong in notify action of the filter?


Regards,
Prashanth



This message is for the designated recipient only and may contain privileged, 
proprietary, or otherwise private information.  If you have received it in 
error, please notify the sender immediately and delete the original.  Any other 
use of the email by you is prohibited.

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Re: Remedy Email Notification Subject Line is Blank

[Terry Bootsma]

**
Change the permission of the field which you are copying to the subject in the ARSystem Email Messages form to "public" (ie. the source field) .  You should find this will work...  Had the same issue here a few days ago. Terry
On Jul 15, 2010,  wrote:

**

Hi All,
 
we got an issue related to email notification , subject line of the email generated in ar system email messages is blank. we have custom built applications, there is IPMT email messages a custom built email notification form where we store all the emails generated there first then a filter on this form has got notify action which reads subject, body and user related information from this form as current value and creates entries in AR system email messages form, all the field values are there for the email created in arsystem email messages form except for subject line. i can see subject inITPMT email message form where notify action reads the data.
 
When i add  $subject$ in a message action of the filter before the notify action message shows the email subject value, but after notify action subject line is blank in email messages form.
 
I did few of the below mentioned tasks to check if these resolves the issue but no help
1. I recreated the field on custom built IPMT email messages form
2. resaved the filter with notify action- no use
3. Removed $subject$ from the notify action of the filter ie it was blank and remedy defaulted the value to "AR System Notification"
4. Included a core field in the subject ex. assigned to and the value of the assigned to was pushed into ar system email messages form which was strange.
This issue we have observed during the testing of migrated application, ie we have migrated remedy 6.3 application into 7.5 server. This works fine in 6.3 system, we have used remedy migrator to migrate the application.
Has any one faced this issue before?
What could have gone wrong? How can i debug this since filter log will not indicate something that has gone wrong in notify action of the filter?
 
 
Regards,
Prashanth 
 


 
This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited.

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Re: Remedy Email Notification Subject Line is Blank

[Mahendra Mahalkar]

Prashant,
Are there any other workflows written on the IPMT form which using the
$subject$ field?
May be these workflows creating the problem.

Thanks & Regards,
Mahendra Mahalkar



On Thu, Jul 15, 2010 at 4:43 PM,  <
prashanth.bhaga...@accenture.com> wrote:

> **
>
> Hi All,
>
>
>
> we got an issue related to email notification , subject line of the email
> generated in ar system email messages is blank. we have custom built
> applications, there is IPMT email messages a custom built email notification
> form where we store all the emails generated there first then a filter on
> this form has got notify action which reads subject, body and user related
> information from this form as current value and creates entries in AR system
> email messages form, all the field values are there for the email created in
> arsystem email messages form except for subject line. i can see subject
> inITPMT email message form where notify action reads the data.
>
>
>
> When i add  $subject$ in a message action of the filter before the notify
> action message shows the email subject value, but after notify action
> subject line is blank in email messages form.
>
>
>
> I did few of the below mentioned tasks to check if these resolves the issue
> but no help
>
> 1. I recreated the field on custom built IPMT email messages form
>
> 2. resaved the filter with notify action- no use
>
> 3. Removed $subject$ from the notify action of the filter ie it was blank
> and remedy defaulted the value to "AR System Notification"
>
> 4. Included a core field in the subject ex. assigned to and the value of
> the assigned to was pushed into ar system email messages form which was
> strange.
>
> This issue we have observed during the testing of migrated application, ie
> we have migrated remedy 6.3 application into 7.5 server. This works fine in
> 6.3 system, we have used remedy migrator to migrate the application.
>
> Has any one faced this issue before?
>
> What could have gone wrong? How can i debug this since filter log will not
> indicate something that has gone wrong in notify action of the filter?
>
>
>
>
>
> *Regards,*
>
> *Prashanth *
>
>
>
> This message is for the designated recipient only and may contain
> privileged, proprietary, or otherwise private information. If you have
> received it in error, please notify the sender immediately and delete the
> original. Any other use of the email by you is prohibited.
>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: SMS2CMDB 1.6.2

[Frex Popo]

I am talking about the SMS2CMDB Project v1.6.
 
http://communities.bmc.com/communities/docs/DOC-455;jsessionid=11CEBC442E0B193695DD4F6D1FCCED07
 
Anyone? I am not sure if the exhanges and mappings have been updated for MS 
SCCM 2007 R3!!
 
Its probably a matter of installing and ammending all the exchanges and 
mappings, but would like to hear form someone who already has this working.
 
Many thanks and Regards
frex
 
 
--- En date de : Jeu 15.7.10, Mahendra Mahalkar  a 
écrit :


De: Mahendra Mahalkar 
Objet: Re: SMS2CMDB 1.6.2
À: arslist@ARSLIST.ORG
Date: Jeudi 15 juillet 2010, 12h28


** I have done with the help of seamless connector SCCM2CMDB which have the 
built-in mapping. These mapping ca also be edited later according to need.

Thanks & Regards,
Mahendra Mahalkar




On Thu, Jul 15, 2010 at 3:53 PM, Roger Justice  wrote:

** I did this with a customer and they were also using SQL Server 2008 with 
SCCM. All of the views listed in the AIE mappings are the same. 








-Original Message-
From: Mahendra Mahalkar 
To: arslist 
Sent: Thu, Jul 15, 2010 2:38 am
Subject: Re: SMS2CMDB 1.6.2


** Flex,
Are you talking about seamless connector (SCCM2CMDB_2.5.02) which integrates 
SCCM to CMDB?


Thanks & Regards,
Mahendra Mahalkar




On Thu, Jul 15, 2010 at 1:29 AM, Frex Popo  wrote:

** 


Dear all,
 
We are Planning to integrate the CMDB with MS SCCM 2007 R3. I would like to 
know if anyone has installed SMS2CMDB 1.6.2 with the followings:
 
ARS 7.1 patch 04
AIE 7.1 patch 04
CMDB 2.1 patch 03
ITSM 703 patch 08
OS: Windows 2003 (x64)
DB: MS SQL 2005
 
Most importantlty I would like to know if the above would work with SMS2CMDB 
1.6.2? Anyone done this and would like to share their experience? Any known 
issues? Any tips and things too watch out for?
 
Many thanks in advance
frex
 
 

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Re: Remedy Email Notification Subject Line is Blank

[Mahendra Mahalkar]

Also check the worflows on the AR System Email Messages if any.

Thanks & Regards,
Mahendra Mahalkar



On Thu, Jul 15, 2010 at 5:32 PM, Mahendra Mahalkar <
mahendra.mahal...@gmail.com> wrote:

> Prashant,
> Are there any other workflows written on the IPMT form which using the
> $subject$ field?
> May be these workflows creating the problem.
>
> Thanks & Regards,
> Mahendra Mahalkar
>
>
>
>
> On Thu, Jul 15, 2010 at 4:43 PM,  <
> prashanth.bhaga...@accenture.com> wrote:
>
>> **
>>
>> Hi All,
>>
>>
>>
>> we got an issue related to email notification , subject line of the email
>> generated in ar system email messages is blank. we have custom built
>> applications, there is IPMT email messages a custom built email notification
>> form where we store all the emails generated there first then a filter on
>> this form has got notify action which reads subject, body and user related
>> information from this form as current value and creates entries in AR system
>> email messages form, all the field values are there for the email created in
>> arsystem email messages form except for subject line. i can see subject
>> inITPMT email message form where notify action reads the data.
>>
>>
>>
>> When i add  $subject$ in a message action of the filter before the notify
>> action message shows the email subject value, but after notify action
>> subject line is blank in email messages form.
>>
>>
>>
>> I did few of the below mentioned tasks to check if these resolves the
>> issue but no help
>>
>> 1. I recreated the field on custom built IPMT email messages form
>>
>> 2. resaved the filter with notify action- no use
>>
>> 3. Removed $subject$ from the notify action of the filter ie it was blank
>> and remedy defaulted the value to "AR System Notification"
>>
>> 4. Included a core field in the subject ex. assigned to and the value of
>> the assigned to was pushed into ar system email messages form which was
>> strange.
>>
>> This issue we have observed during the testing of migrated application, ie
>> we have migrated remedy 6.3 application into 7.5 server. This works fine in
>> 6.3 system, we have used remedy migrator to migrate the application.
>>
>> Has any one faced this issue before?
>>
>> What could have gone wrong? How can i debug this since filter log will not
>> indicate something that has gone wrong in notify action of the filter?
>>
>>
>>
>>
>>
>> *Regards,*
>>
>> *Prashanth *
>>
>>
>>
>> This message is for the designated recipient only and may contain
>> privileged, proprietary, or otherwise private information. If you have
>> received it in error, please notify the sender immediately and delete the
>> original. Any other use of the email by you is prohibited.
>>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>

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Re: SMS2CMDB 1.6.2

[Roger Justice]

I installed this last January as a POC and all mappings matched the Views and 
Fields in SCCM. I pulled data. The customer is still using it.





-Original Message-
From: Frex Popo 
To: arslist 
Sent: Thu, Jul 15, 2010 8:04 am
Subject: Re: SMS2CMDB 1.6.2


** 


I am talking about the SMS2CMDB Project v1.6.
 
http://communities.bmc.com/communities/docs/DOC-455;jsessionid=11CEBC442E0B193695DD4F6D1FCCED07
 
Anyone? I am not sure if the exhanges and mappings have been updated for MS 
SCCM 2007 R3!!
 
Its probably a matter of installing and ammending all the exchanges and 
mappings, but would like to hear form someone who already has this working.
 
Many thanks and Regards
frex
 
 
--- En date de : Jeu 15.7.10, Mahendra Mahalkar  a 
écrit :


De: Mahendra Mahalkar 
Objet: Re: SMS2CMDB 1.6.2
À: arslist@ARSLIST.ORG
Date: Jeudi 15 juillet 2010, 12h28


** I have done with the help of seamless connector SCCM2CMDB which have the 
built-in mapping. These mapping ca also be edited later according to need.

Thanks & Regards,
Mahendra Mahalkar




On Thu, Jul 15, 2010 at 3:53 PM, Roger Justice  wrote:

** I did this with a customer and they were also using SQL Server 2008 with 
SCCM. All of the views listed in the AIE mappings are the same. 







-Original Message-
From: Mahendra Mahalkar 
To: arslist 
Sent: Thu, Jul 15, 2010 2:38 am
Subject: Re: SMS2CMDB 1.6.2


** Flex,
Are you talking about seamless connector (SCCM2CMDB_2.5.02) which integrates 
SCCM to CMDB?


Thanks & Regards,
Mahendra Mahalkar




On Thu, Jul 15, 2010 at 1:29 AM, Frex Popo  wrote:

** 

Dear all,
 
We are Planning to integrate the CMDB with MS SCCM 2007 R3. I would like to 
know if anyone has installed SMS2CMDB 1.6.2 with the followings:
 
ARS 7.1 patch 04
AIE 7.1 patch 04
CMDB 2.1 patch 03
ITSM 703 patch 08
OS: Windows 2003 (x64)
DB: MS SQL 2005
 
Most importantlty I would like to know if the above would work with SMS2CMDB 
1.6.2? Anyone done this and would like to share their experience? Any known 
issues? Any tips and things too watch out for?
 
Many thanks in advance
frex
 
 



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What's the min sheet number of people.xls? DMT question

[Martin Liu]

Hi List,

I am import people data via Data management tool.

In People.xls, it has 20 sheets. I only put some sample data just in 02
CTM-People sheet. The xls can be convented to csv file. I can see my sample
people in csv file.

After I import csv data, there are 0 people is imported. Why? all peoples
should be imported?

I am not sure if other sheet should be fill in some data too.

-- 
Regards,

刘征 Martin Liu
--
Blog: http://martinliu.cn

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SQL Database Replication

[Elry]

Hi Folks...

I am going to ask this question again - because I have never seen a
definitive answer.

Here is what we have:

1) Independent SQL Database Tier (2005).
2) ARSystem Application Tier (7.5 Patch 2).
3) Mid-tier (7.5 Patch 2).

Environments:

1) Sandbox
2) Development
3) Staging
4) Production
5) Reporting/Archiving (to be deployed).

What we need to do is the following:

1) Update the Staging and Development environments with data from
production
2) Replicate the Production database to our new Reporting/Archiving
environment.

Options being considered:

A) Database Replication.
B) BMC Remedy Migrator.
C) DSO.

We understand and know how to use options B) and C).  We are looking
for feedback from anyone who is successfully using option A).
Specifically...

1) What type of replication.
2) Are there configuration paramaters that are retained at the
database level that need to be changed.
3) Are there any considerations for ar.cfg.

I have never seen a white paper on database replication ( I understand
that this method is unsupported).

Any feedback would be greatly appreciated.

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Re: SMS2CMDB 1.6.2

[Frex Popo]

There is a Java bit that synch (SCCM => CMDB) the software data and does 
connect to the underlying SMS database for this, so me wondering if the new 
schema (SCCM 2007) has in fact changed there could be an issue with this?! But 
again I am not too worried about the software bit since we are discovering its 
data from somewhere else.
 
Thanks Roger.

--- En date de : Jeu 15.7.10, Roger Justice  a écrit :


De: Roger Justice 
Objet: Re: SMS2CMDB 1.6.2
À: arslist@ARSLIST.ORG
Date: Jeudi 15 juillet 2010, 14h23


** I installed this last January as a POC and all mappings matched the Views 
and Fields in SCCM. I pulled data. The customer is still using it.





-Original Message-
From: Frex Popo 
To: arslist 
Sent: Thu, Jul 15, 2010 8:04 am
Subject: Re: SMS2CMDB 1.6.2


** 




I am talking about the SMS2CMDB Project v1.6.
 
http://communities.bmc.com/communities/docs/DOC-455;jsessionid=11CEBC442E0B193695DD4F6D1FCCED07
 
Anyone? I am not sure if the exhanges and mappings have been updated for MS 
SCCM 2007 R3!!
 
Its probably a matter of installing and ammending all the exchanges and 
mappings, but would like to hear form someone who already has this working.
 
Many thanks and Regards
frex
 
 
--- En date de : Jeu 15.7.10, Mahendra Mahalkar  a 
écrit :


De: Mahendra Mahalkar 
Objet: Re: SMS2CMDB 1.6.2
À: arslist@ARSLIST.ORG
Date: Jeudi 15 juillet 2010, 12h28


** I have done with the help of seamless connector SCCM2CMDB which have the 
built-in mapping. These mapping ca also be edited later according to need.

Thanks & Regards,
Mahendra Mahalkar




On Thu, Jul 15, 2010 at 3:53 PM, Roger Justice  wrote:

** I did this with a customer and they were also using SQL Server 2008 with 
SCCM. All of the views listed in the AIE mappings are the same. 








-Original Message-
From: Mahendra Mahalkar 
To: arslist 
Sent: Thu, Jul 15, 2010 2:38 am
Subject: Re: SMS2CMDB 1.6.2


** Flex,
Are you talking about seamless connector (SCCM2CMDB_2.5.02) which integrates 
SCCM to CMDB?


Thanks & Regards,
Mahendra Mahalkar




On Thu, Jul 15, 2010 at 1:29 AM, Frex Popo  wrote:

** 


Dear all,
 
We are Planning to integrate the CMDB with MS SCCM 2007 R3. I would like to 
know if anyone has installed SMS2CMDB 1.6.2 with the followings:
 
ARS 7.1 patch 04
AIE 7.1 patch 04
CMDB 2.1 patch 03
ITSM 703 patch 08
OS: Windows 2003 (x64)
DB: MS SQL 2005
 
Most importantlty I would like to know if the above would work with SMS2CMDB 
1.6.2? Anyone done this and would like to share their experience? Any known 
issues? Any tips and things too watch out for?
 
Many thanks in advance
frex
 
 

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ERROR (1291053)

[Mauro Monteiro]

Hi All,

I am using Remedy 7.1 and I am using the API to update some Incident
information (form HPD:Help Desk). Initially it was working fine, The issue
started when I tried to update the 'Assignee' information. Every time I try
it, I receive the following error:

ERROR (1291053): ; The Asssigned Group fields are invalid.  Use the menus
for the Support Company, Support Organization, Assigned Group, and Assignee
fields or the type ahead return
function on the Assigned Group or Assignee fields to select this
information.

So, I defined these information, I mean I defined (They are the same values
used in GUI):

Support Company: My Company
Support Organization: IT Support Organization
Assigned Group: Internal Support

However, I kept receiving the same error message. What can I do? I
appreciate any suggestion.

Cheers,
Mauro

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Re: ERROR (1291053)

[chernys]

What you need to do in the API program you are using is the same as the user
tool does.  Turn on logging in the user tool and do the assignment change.
Then you will see the hidden fields that are being set by the workflow.  Set
those fields and your problem will go away.

 

Cheers

You are missing some ID fields like Assigned Group ID  and depending on what
you are really doing, a bunch more.

 

You could also trace the set of filters to determine when the error is
thrown.

 

Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email: Ben.Chernys _AT_
softwaretoolhouse.com
Web:   www.softwaretoolhouse.com

Check out Software Tool House's free Diary Editor.

Meta-Update, our premium ARS Data tool, lets you automate 
your imports, migrations, in no time at all, without programming, 
without staging forms, without merge workflow. 
  http://www.softwaretoolhouse.com/  

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mauro Monteiro
Sent: July-15-10 14:47
To: arslist@ARSLIST.ORG
Subject: ERROR (1291053)

 

** Hi All,

I am using Remedy 7.1 and I am using the API to update some Incident
information (form HPD:Help Desk). Initially it was working fine, The issue
started when I tried to update the 'Assignee' information. Every time I try
it, I receive the following error:

ERROR (1291053): ; The Asssigned Group fields are invalid.  Use the menus
for the Support Company, Support Organization, Assigned Group, and Assignee
fields or the type ahead return 
function on the Assigned Group or Assignee fields to select this
information.

So, I defined these information, I mean I defined (They are the same values
used in GUI):

Support Company: My Company
Support Organization: IT Support Organization
Assigned Group: Internal Support

However, I kept receiving the same error message. What can I do? I
appreciate any suggestion.

Cheers,
Mauro
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Re: ERROR (1291053)

[Vinay Vermani]

Try using Incident Interface for the update.


- Vinay



On Thu, Jul 15, 2010 at 8:46 AM, Mauro Monteiro wrote:

> ** Hi All,
>
> I am using Remedy 7.1 and I am using the API to update some Incident
> information (form HPD:Help Desk). Initially it was working fine, The issue
> started when I tried to update the 'Assignee' information. Every time I try
> it, I receive the following error:
>
> ERROR (1291053): ; The Asssigned Group fields are invalid.  Use the menus
> for the Support Company, Support Organization, Assigned Group, and Assignee
> fields or the type ahead return
> function on the Assigned Group or Assignee fields to select this
> information.
>
> So, I defined these information, I mean I defined (They are the same values
> used in GUI):
>
> Support Company: My Company
> Support Organization: IT Support Organization
> Assigned Group: Internal Support
>
> However, I kept receiving the same error message. What can I do? I
> appreciate any suggestion.
>
> Cheers,
> Mauro
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Missing Email Attachments (Incoming Digitally Signed Email)

[Wangler, Dan]

Mark

 

I think we had a similar issue.  If the email is digitally signed, there
should be multiple attachments.  The first one would be the smine.p7m.
This is the one that the Email Engine strips off and puts in the AR
System Email Attachments form.  But there are the other attachments.

 

Open the AR System Email Messages form and find the incoming email that
was signed.  Set the Display Advanced Options  to "Yes" and then click
on the Advanced Options tab and then on the Attachment Alternatives tab.
Look for the entry with the Attach Label of "Email".  This attachment is
your entire email complete with attachments that came with it into the
AR system.  You can set up filter to move this attachment wherever you
want to so you can open it and the attachments that accompanied it.

 

Regards

Dan

 

Dan Wangler, MHS Remedy Support Team

Science Applications International Corporation



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mark Latta
Sent: Wednesday, July 14, 2010 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Missing Email Attachments (Incoming Digitally Signed Email)

 

ARS 7.0.01 Patch 5

Email Engine Patch 5

Microsoft Server 2003

Incoming Email MAPI

 

All,

 

Remedy seems to lose attachments from incoming email messages that are
digitally signed.  It only sees a smime.p7m attachment.  I have verified
through Outlook that additional attachments exist.  Whether there are
additional attachments or not, all digitally signed messages show up in
Remedy with a smime.p7m attachment.  The message body shows a "<<...>>"
for each attachment that is missing.

 

Does anyone know how to fix this problem?  Any help is greatly
appreciated.

 

Thanks,

 

Mark

 



The New Busy is not the too busy. Combine all your e-mail accounts with
Hotmail. Get busy.
 

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Looking for Trouble

[Boyd, Rebecca E.]

Good Morning,

 

Every day (most every day, anyway) I try to find problems before they
find me. For instance, I check the Requester Module and  email messages
for errors. 

 

I got to wondering: what do other people do? 

 

Do you have certain forms or processes you monitor? Do you check your
arerror.log or other server logs on a regular basis? Is there something
you learned the hard way & now you always keep an eye on it because you
never, ever want to repeat that lesson?

 

Inquiring minds want to know...

 

Thanks!

 

Rebecca Boyd

Application Administrator

Information Systems

336.758.5671

 

 

 

 

 


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<>

Re: ERROR (1291053)

[John A Underwood]

Is there a space or other hidden character at the end of the Assigned Group?

We encountered a similar error upgrading Mid Tier from 7.0 to 7.5, and 
found several Support Groups has spaces at the end.  We recreated the 
Support Group without the space and the error went away.


John

On 7/15/10 7:46 AM, Mauro Monteiro wrote:

** Hi All,

I am using Remedy 7.1 and I am using the API to update some Incident 
information (form HPD:Help Desk). Initially it was working fine, The 
issue started when I tried to update the 'Assignee' information. Every 
time I try it, I receive the following error:


ERROR (1291053): ; The Asssigned Group fields are invalid.  Use the 
menus for the Support Company, Support Organization, Assigned Group, 
and Assignee fields or the type ahead return
function on the Assigned Group or Assignee fields to select this 
information.


So, I defined these information, I mean I defined (They are the same 
values used in GUI):


Support Company: My Company
Support Organization: IT Support Organization
Assigned Group: Internal Support

However, I kept receiving the same error message. What can I do? I 
appreciate any suggestion.


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


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C API - Input a Thread Possible?

[koray]

Hi all,

One simple question I am wondering about: Can I determine the thread
number my C script would run with a Run Process? So I would input a
paramtere like ./myscipt -rpc -thread?

Hope someone could cheer me up!

Best Regards,
Koray

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Re: SQL Database Replication

[Grooms, Frederick W]

Is this a one-time copy (or maybe like once a quarter type of thing), or a 
constant sync.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Elry
Sent: Thursday, July 15, 2010 7:47 AM
To: arslist@ARSLIST.ORG
Subject: SQL Database Replication

Hi Folks...

I am going to ask this question again - because I have never seen a
definitive answer.

Here is what we have:

1) Independent SQL Database Tier (2005).
2) ARSystem Application Tier (7.5 Patch 2).
3) Mid-tier (7.5 Patch 2).

Environments:

1) Sandbox
2) Development
3) Staging
4) Production
5) Reporting/Archiving (to be deployed).

What we need to do is the following:

1) Update the Staging and Development environments with data from
production
2) Replicate the Production database to our new Reporting/Archiving
environment.

Options being considered:

A) Database Replication.
B) BMC Remedy Migrator.
C) DSO.

We understand and know how to use options B) and C).  We are looking
for feedback from anyone who is successfully using option A).
Specifically...

1) What type of replication.
2) Are there configuration paramaters that are retained at the
database level that need to be changed.
3) Are there any considerations for ar.cfg.

I have never seen a white paper on database replication ( I understand
that this method is unsupported).

Any feedback would be greatly appreciated.

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Re: C API - Input a Thread Possible?

[Grooms, Frederick W]

You can set up a private thread for your script and use that.  Open up the 
Admin Console in the user tool and go to System -> General -> Server 
Information.  On the Ports and Queues tab you can set up your thread.  You can 
then tell your c API application to use that thread.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of koray
Sent: Thursday, July 15, 2010 8:49 AM
To: arslist@ARSLIST.ORG
Subject: C API - Input a Thread Possible?

Hi all,

One simple question I am wondering about: Can I determine the thread
number my C script would run with a Run Process? So I would input a
paramtere like ./myscipt -rpc -thread?

Hope someone could cheer me up!

Best Regards,
Koray

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Re: C API - Input a Thread Possible?

[Danny Kellett]

Hi,

No, the threads within the rpc queue are defined by the arserver.

Regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of koray
Sent: 15 July 2010 14:49
To: arslist@ARSLIST.ORG
Subject: C API - Input a Thread Possible?

Hi all,

One simple question I am wondering about: Can I determine the thread
number my C script would run with a Run Process? So I would input a
paramtere like ./myscipt -rpc -thread?

Hope someone could cheer me up!

Best Regards,
Koray


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Re: C API - Input a Thread Possible?

[koray]

Hi all,

Then the only way seems to expand the current single queue+multiple
thread settings to multiple queue+single thread and give RPC as an
input.

Thank you for your answers!

Best Regards,
Koray

On Jul 15, 5:03 pm, Danny Kellett
 wrote:
> Hi,
>
> No, the threads within the rpc queue are defined by the arserver.
>
> Regards
> Danny
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
>
> [mailto:arsl...@arslist.org] On Behalf Of koray
> Sent: 15 July 2010 14:49
> To: arsl...@arslist.org
> Subject: C API - Input a Thread Possible?
>
> Hi all,
>
> One simple question I am wondering about: Can I determine the thread
> number my C script would run with a Run Process? So I would input a
> paramtere like ./myscipt -rpc -thread?
>
> Hope someone could cheer me up!
>
> Best Regards,
> Koray
>
> ___ _
> ___
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Release Management

[Rick Cook]

The Remedy Release Management is a new application for us, and we're
struggling to figure out things like proper Categorization and Phase names.
Anyone know of any Best Practice data rules that one could use to set those
up?  Anyone with experience with the app. with some lessons learned to share
with us?

Rick

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Where can I turn off the CAI Event log?

[raido . oja]

Having a brain freeze here - I can't find where I could turn off the CAI  
Event log. Can someone help me out?


Thanks
Raido

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Re: C API - Input a Thread Possible?

[Chris Jones]

Hi Koray,

Check the C API Guide for ARSetServerPort

Regards,

Chris


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of koray
Sent: 15 July 2010 15:09
To: arslist@ARSLIST.ORG
Subject: Re: C API - Input a Thread Possible?

Hi all,

Then the only way seems to expand the current single queue+multiple
thread settings to multiple queue+single thread and give RPC as an
input.

Thank you for your answers!

Best Regards,
Koray

On Jul 15, 5:03 pm, Danny Kellett
 wrote:
> Hi,
>
> No, the threads within the rpc queue are defined by the arserver.
>
> Regards
> Danny
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
>
> [mailto:arsl...@arslist.org] On Behalf Of koray
> Sent: 15 July 2010 14:49
> To: arsl...@arslist.org
> Subject: C API - Input a Thread Possible?
>
> Hi all,
>
> One simple question I am wondering about: Can I determine the thread
> number my C script would run with a Run Process? So I would input a
> paramtere like ./myscipt -rpc -thread?
>
> Hope someone could cheer me up!
>
> Best Regards,
> Koray
>
>
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>
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Re: SQL Database Replication

[Elry]

Hi Fred...

It would be a one time copy that is repeatable on a 3-6 month cycle
for Staging and Dev.

We would just want to be able to dump real data to make sure that
nothing is missed in Q&A for Testing.

However for reporting it would be a constant sync for about 12 metric
collection tables that have been developed (Migrator will work for
this).



On Jul 15, 9:50 am, "Grooms, Frederick W" 
wrote:
> Is this a one-time copy (or maybe like once a quarter type of thing), or a 
> constant sync.
>
> Fred
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Elry
> Sent: Thursday, July 15, 2010 7:47 AM
> To: arsl...@arslist.org
> Subject: SQL Database Replication
>
> Hi Folks...
>
> I am going to ask this question again - because I have never seen a
> definitive answer.
>
> Here is what we have:
>
> 1) Independent SQL Database Tier (2005).
> 2) ARSystem Application Tier (7.5 Patch 2).
> 3) Mid-tier (7.5 Patch 2).
>
> Environments:
>
> 1) Sandbox
> 2) Development
> 3) Staging
> 4) Production
> 5) Reporting/Archiving (to be deployed).
>
> What we need to do is the following:
>
> 1) Update the Staging and Development environments with data from
> production
> 2) Replicate the Production database to our new Reporting/Archiving
> environment.
>
> Options being considered:
>
> A) Database Replication.
> B) BMC Remedy Migrator.
> C) DSO.
>
> We understand and know how to use options B) and C).  We are looking
> for feedback from anyone who is successfully using option A).
> Specifically...
>
> 1) What type of replication.
> 2) Are there configuration paramaters that are retained at the
> database level that need to be changed.
> 3) Are there any considerations for ar.cfg.
>
> I have never seen a white paper on database replication ( I understand
> that this method is unsupported).
>
> Any feedback would be greatly appreciated.
>
> ___­
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> -
>
> - Show quoted text -

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Re: C API - Input a Thread Possible?

[Danny Kellett]

Again thats only setting the TCP and RPC, not the actual threads within
those queues

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chris Jones
Sent: 15 July 2010 15:11
To: arslist@ARSLIST.ORG
Subject: Re: C API - Input a Thread Possible?

Hi Koray,

Check the C API Guide for ARSetServerPort

Regards,

Chris


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of koray
Sent: 15 July 2010 15:09
To: arslist@ARSLIST.ORG
Subject: Re: C API - Input a Thread Possible?

Hi all,

Then the only way seems to expand the current single queue+multiple
thread settings to multiple queue+single thread and give RPC as an
input.

Thank you for your answers!

Best Regards,
Koray

On Jul 15, 5:03 pm, Danny Kellett
 wrote:
> Hi,
>
> No, the threads within the rpc queue are defined by the arserver.
>
> Regards
> Danny
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
>
> [mailto:arsl...@arslist.org] On Behalf Of koray
> Sent: 15 July 2010 14:49
> To: arsl...@arslist.org
> Subject: C API - Input a Thread Possible?
>
> Hi all,
>
> One simple question I am wondering about: Can I determine the thread
> number my C script would run with a Run Process? So I would input a
> paramtere like ./myscipt -rpc -thread?
>
> Hope someone could cheer me up!
>
> Best Regards,
> Koray
>
>
___
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>
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Re: Release Management

[Guillaume Rheault]

How about using the same phase names used in the project plan?

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Rick Cook [remedyr...@gmail.com]
Sent: Thursday, July 15, 2010 10:14 AM
To: arslist@ARSLIST.ORG
Subject: Release Management

** The Remedy Release Management is a new application for us, and we're 
struggling to figure out things like proper Categorization and Phase names.  
Anyone know of any Best Practice data rules that one could use to set those up? 
 Anyone with experience with the app. with some lessons learned to share with 
us?

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

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Re: C API - Input a Thread Possible?

[Chris Jones]

Hi Danny,

You're right...I'll get my coat...

Regards,

Chris

Chris Jones
Technical Director
Abydos Ltd
A BMC/Remedy Technology Alliance Partner

Tel: +44 (0)1582-400127
USA, Freephone: 18666-354-358
Fax: +44 (0)1582-450260

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Danny Kellett
Sent: 15 July 2010 15:27
To: arslist@ARSLIST.ORG
Subject: Re: C API - Input a Thread Possible?

Again thats only setting the TCP and RPC, not the actual threads within
those queues

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chris Jones
Sent: 15 July 2010 15:11
To: arslist@ARSLIST.ORG
Subject: Re: C API - Input a Thread Possible?

Hi Koray,

Check the C API Guide for ARSetServerPort

Regards,

Chris


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of koray
Sent: 15 July 2010 15:09
To: arslist@ARSLIST.ORG
Subject: Re: C API - Input a Thread Possible?

Hi all,

Then the only way seems to expand the current single queue+multiple
thread settings to multiple queue+single thread and give RPC as an
input.

Thank you for your answers!

Best Regards,
Koray

On Jul 15, 5:03 pm, Danny Kellett
 wrote:
> Hi,
>
> No, the threads within the rpc queue are defined by the arserver.
>
> Regards
> Danny
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
>
> [mailto:arsl...@arslist.org] On Behalf Of koray
> Sent: 15 July 2010 14:49
> To: arsl...@arslist.org
> Subject: C API - Input a Thread Possible?
>
> Hi all,
>
> One simple question I am wondering about: Can I determine the thread
> number my C script would run with a Run Process? So I would input a
> paramtere like ./myscipt -rpc -thread?
>
> Hope someone could cheer me up!
>
> Best Regards,
> Koray
>
>
___
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Re: SQL Database Replication

[Guillaume Rheault]

Elry,

I believe option A is the best, because you will get all the data from 
production on your development and test environments. This is a huge plus.
There are a few things that you would need to change once the database is 
overwritten, such as updating the ARS and ITSM licenses assigend to users 
(assuming your fixed and floating counts are different from production to dev 
and UAT), and disabling the outgoing mailbox from your dev and UAT 
environments, to make sure no email goes out accidentally.

Keep in mind that BMC (well really the old Remedy) architected ARS from its 
inception do perform this very task, so it's definitely doable. There were some 
bugs in older ARS versions where the server references were hardcoded, but this 
is not the case with latest versions (i.e. 7.x and 6.3, I believe).

You may find some sporadic server references in entries in configuration  forms 
in ITSM, but BMC is working towards making sure there are no server references 
in the next version.
It's only a matter of keeping for yourself a checklist of things to do after 
the DB overwrite.

I suggest creating a ticket with BMC support specifying your ITSM version and 
patch, so BMC can tell you where, if any, server references are found in your  
ITSM version.

I think you'll find this the best option once you get going.

Guillaume



From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Elry [elryal...@gmail.com]
Sent: Thursday, July 15, 2010 8:46 AM
To: arslist@ARSLIST.ORG
Subject: SQL Database Replication

Hi Folks...

I am going to ask this question again - because I have never seen a
definitive answer.

Here is what we have:

1) Independent SQL Database Tier (2005).
2) ARSystem Application Tier (7.5 Patch 2).
3) Mid-tier (7.5 Patch 2).

Environments:

1) Sandbox
2) Development
3) Staging
4) Production
5) Reporting/Archiving (to be deployed).

What we need to do is the following:

1) Update the Staging and Development environments with data from
production
2) Replicate the Production database to our new Reporting/Archiving
environment.

Options being considered:

A) Database Replication.
B) BMC Remedy Migrator.
C) DSO.

We understand and know how to use options B) and C).  We are looking
for feedback from anyone who is successfully using option A).
Specifically...

1) What type of replication.
2) Are there configuration paramaters that are retained at the
database level that need to be changed.
3) Are there any considerations for ar.cfg.

I have never seen a white paper on database replication ( I understand
that this method is unsupported).

Any feedback would be greatly appreciated.

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Automate Report from Table

[Brittain, Mark]

Hi All,

I have a form called Incident Management. On the form contains a table called 
Notes. In the Notes form is the Request ID for the parent Incident Management 
form. I would like to run a report directly from the table using a 
button/active link but cannot seem to get it to work with a macro.

The manual steps are:
Right click over the table, and select all
Right click over the table and select report
Select the report
Select Print Preview
Close the Report Styles window.

Any suggestions greatly appreciated.

Mark


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



  
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Re: Remedy Email Notification Subject Line is Blank

[Thad Esser]

Prasanth,

If permissions aren't the issue, maybe phasing is.  As notify actions are
phase 3 actions, could there be any other workflow resetting the subject
before the notify actually happens?

One other unlikely thing to check is the execution order of your filters.
Filters with the same execution order could fire in any order.  By migrating
to a new server you change the modified date (which is the
not-quite-so-random piece of how they fire), and that could change the order
in which they fire such that the notify happens before the set fields.

Good luck,
Thad

On Thu, Jul 15, 2010 at 5:00 AM, Terry Bootsma wrote:

> ** Change the permission of the field which you are copying to the subject
> in the ARSystem Email Messages form to "public" (ie. the source field) .
> You should find this will work...  Had the same issue here a few days ago.
>
> Terry
>
>
>
> On Jul 15, 2010, ** wrote:
>
> **
>
> Hi All,
>
>
>
> we got an issue related to email notification , subject line of the email
> generated in ar system email messages is blank. we have custom built
> applications, there is IPMT email messages a custom built email notification
> form where we store all the emails generated there first then a filter on
> this form has got notify action which reads subject, body and user related
> information from this form as current value and creates entries in AR system
> email messages form, all the field values are there for the email created in
> arsystem email messages form except for subject line. i can see subject
> inITPMT email message form where notify action reads the data.
>
>
>
> When i add  $subject$ in a message action of the filter before the notify
> action message shows the email subject value, but after notify action
> subject line is blank in email messages form.
>
>
>
> I did few of the below mentioned tasks to check if these resolves the issue
> but no help
>
> 1. I recreated the field on custom built IPMT email messages form
>
> 2. resaved the filter with notify action- no use
>
> 3. Removed $subject$ from the notify action of the filter ie it was blank
> and remedy defaulted the value to "AR System Notification"
>
> 4. Included a core field in the subject ex. assigned to and the value of
> the assigned to was pushed into ar system email messages form which was
> strange.
>
> This issue we have observed during the testing of migrated application, ie
> we have migrated remedy 6.3 application into 7.5 server. This works fine in
> 6.3 system, we have used remedy migrator to migrate the application.
>
> Has any one faced this issue before?
>
> What could have gone wrong? How can i debug this since filter log will not
> indicate something that has gone wrong in notify action of the filter?
>
>
>
>
>
> *Regards,*
>
> *Prashanth *
>
>
>
>
>
> This message is for the designated recipient only and may contain
> privileged, proprietary, or otherwise private information. If you have
> received it in error, please notify the sender immediately and delete the
> original. Any other use of the email by you is prohibited.
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>
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Re: Automate Report from Table

[Elry]

Hey Mark...

I am assuming that you are doing the following with the macro:

1) Turn on macro recording.
2) Open the form in search mode.
3) Define a Query.
4) Select Menu:Tools/ Reporting
5) Select New Style
6) Select Fields and set parameters.
7) Preview the report.
8) Stop Recording and Name Macro.
9) Close all windows.
10) Test Macro

This should work - just tried it...

Now you can use the Active link attached to a button to a run macro
action.

The better alternative to a run macro action - would be the Open
Window command (for running a report).

Hope this helps.

On Jul 15, 11:06 am, "Brittain, Mark"  wrote:
> Hi All,
>
> I have a form called Incident Management. On the form contains a table called 
> Notes. In the Notes form is the Request ID for the parent Incident Management 
> form. I would like to run a report directly from the table using a 
> button/active link but cannot seem to get it to work with a macro.
>
> The manual steps are:
> Right click over the table, and select all
> Right click over the table and select report
> Select the report
> Select Print Preview
> Close the Report Styles window.
>
> Any suggestions greatly appreciated.
>
> Mark
>
> 
> Mark Brittain
> Remedy Developer
> NaviSite
> mbritt...@navisite.com
> (315) 453-2912 x5335 (Phone)
> (315) 317.2897 (Cell)
>
>   
> This e-mail is the property of NaviSite, Inc. It is intended only for the 
> person or entity to which it is addressed and may contain information that is 
> privileged, confidential, or otherwise protected from disclosure. 
> Distribution or copying of this e-mail, or the information contained herein, 
> to anyone other than the intended recipient is prohibited.
>
> ___­
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Re: SQL Database Replication

[Elry]

Hi Guillaume...

We just gave it a try this morning and got the following error:

Incorrect format in the definition file (ARERR 402).  This is when the
ARS Service tries to start - this ouput occurs in the arrerror.log
Looks like ARMonitor shuts it down with a ARERR 33 AND ARERR 32.

Anyone familiar with this 


On Jul 15, 10:58 am, Guillaume Rheault  wrote:
> Elry,
>
> I believe option A is the best, because you will get all the data from 
> production on your development and test environments. This is a huge plus.
> There are a few things that you would need to change once the database is 
> overwritten, such as updating the ARS and ITSM licenses assigend to users 
> (assuming your fixed and floating counts are different from production to dev 
> and UAT), and disabling the outgoing mailbox from your dev and UAT 
> environments, to make sure no email goes out accidentally.
>
> Keep in mind that BMC (well really the old Remedy) architected ARS from its 
> inception do perform this very task, so it's definitely doable. There were 
> some bugs in older ARS versions where the server references were hardcoded, 
> but this is not the case with latest versions (i.e. 7.x and 6.3, I believe).
>
> You may find some sporadic server references in entries in configuration  
> forms in ITSM, but BMC is working towards making sure there are no server 
> references in the next version.
> It's only a matter of keeping for yourself a checklist of things to do after 
> the DB overwrite.
>
> I suggest creating a ticket with BMC support specifying your ITSM version and 
> patch, so BMC can tell you where, if any, server references are found in your 
>  ITSM version.
>
> I think you'll find this the best option once you get going.
>
> Guillaume
>
> 
> From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
> behalf of Elry [elryal...@gmail.com]
> Sent: Thursday, July 15, 2010 8:46 AM
> To: arsl...@arslist.org
> Subject: SQL Database Replication
>
> Hi Folks...
>
> I am going to ask this question again - because I have never seen a
> definitive answer.
>
> Here is what we have:
>
> 1) Independent SQL Database Tier (2005).
> 2) ARSystem Application Tier (7.5 Patch 2).
> 3) Mid-tier (7.5 Patch 2).
>
> Environments:
>
> 1) Sandbox
> 2) Development
> 3) Staging
> 4) Production
> 5) Reporting/Archiving (to be deployed).
>
> What we need to do is the following:
>
> 1) Update the Staging and Development environments with data from
> production
> 2) Replicate the Production database to our new Reporting/Archiving
> environment.
>
> Options being considered:
>
> A) Database Replication.
> B) BMC Remedy Migrator.
> C) DSO.
>
> We understand and know how to use options B) and C).  We are looking
> for feedback from anyone who is successfully using option A).
> Specifically...
>
> 1) What type of replication.
> 2) Are there configuration paramaters that are retained at the
> database level that need to be changed.
> 3) Are there any considerations for ar.cfg.
>
> I have never seen a white paper on database replication ( I understand
> that this method is unsupported).
>
> Any feedback would be greatly appreciated.
>
> ___­
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>
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Re: SQL Database Replication

[Terry Bootsma]

**
Elry:One thing to consider is that when you replicate from server A to server B, the replicated database may not be in an "active" state.   You may have to take it out of this state to actually start Remedy and have it connect to it...  have you tried this?Terry
On Jul 15, 2010, Elry  wrote:

Hi Guillaume...We just gave it a try this morning and got the following error:Incorrect format in the definition file (ARERR 402). This is when theARS Service tries to start - this ouput occurs in the arrerror.logLooks like ARMonitor shuts it down with a ARERR 33 AND ARERR 32.Anyone familiar with this On Jul 15, 10:58 am, Guillaume Rheault  wrote:> Elry,>> I believe option A is the best, because you will get all the data from production on your development and test environments. This is a huge plus.> There are a few things that you would need to change once the database is overwritten, such as updating the ARS and ITSM licenses assigend to users (assuming your fixed and floating counts are different from production to dev and UAT), and disabling the outgoing mailbox from your dev and UAT environments, to make sure no email goes out accidentally.>> Keep in mind that BMC (well really the old Remedy) architected ARS from its inception do perform this very task, so it's definitely doable. There were some bugs in older ARS versions where the server references were hardcoded, but this is not the case with latest versions (i.e. 7.x and 6.3, I believe).>> You may find some sporadic server references in entries in configuration  forms in ITSM, but BMC is working towards making sure there are no server references in the next version.> It's only a matter of keeping for yourself a checklist of things to do after the DB overwrite.>> I suggest creating a ticket with BMC support specifying your ITSM version and patch, so BMC can tell you where, if any, server references are found in your  ITSM version.>> I think you'll find this the best option once you get going.>> Guillaume>> > From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Elry [elryal...@gmail.com]> Sent: Thursday, July 15, 2010 8:46 AM> To: arsl...@arslist.org> Subject: SQL Database Replication>> Hi Folks...>> I am going to ask this question again - because I have never seen a> definitive answer.>> Here is what we have:>> 1) Independent SQL Database Tier (2005).> 2) ARSystem Application Tier (7.5 Patch 2).> 3) Mid-tier (7.5 Patch 2).>> Environments:>> 1) Sandbox> 2) Development> 3) Staging> 4) Production> 5) Reporting/Archiving (to be deployed).>> What we need to do is the following:>> 1) Update the Staging and Development environments with data from> production> 2) Replicate the Production database to our new Reporting/Archiving> environment.>> Options being considered:>> A) Database Replication.> B) BMC Remedy Migrator.> C) DSO.>> We understand and know how to use options B) and C).  We are looking> for feedback from anyone who is successfully using option A).> Specifically...>> 1) What type of replication.> 2) Are there configuration paramaters that are retained at the> database level that need to be changed.> 3) Are there any considerations for ar.cfg.>> I have never seen a white paper on database replication ( I understand> that this method is unsupported).>> Any feedback would be greatly appreciated.>> ___­> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org> attend wwrug10www.wwrug.comARSlist: "Where the Answers Are">> ___­> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org> attend wwrug10www.wwrug.comARSlist: "Where the Answers Are"___UNSUBSCRIBE or access ARSlist Archives at www.arslist.orgattend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"

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Re: Automate Report from Table

[Elry]

Scratch that...

I think you are trying to right click on a table field to create a
report and record it in a macro.

I don't think that think this is supported.


On Jul 15, 11:21 am, Elry  wrote:
> Hey Mark...
>
> I am assuming that you are doing the following with the macro:
>
> 1) Turn on macro recording.
> 2) Open the form in search mode.
> 3) Define a Query.
> 4) Select Menu:Tools/ Reporting
> 5) Select New Style
> 6) Select Fields and set parameters.
> 7) Preview the report.
> 8) Stop Recording and Name Macro.
> 9) Close all windows.
> 10) Test Macro
>
> This should work - just tried it...
>
> Now you can use the Active link attached to a button to a run macro
> action.
>
> The better alternative to a run macro action - would be the Open
> Window command (for running a report).
>
> Hope this helps.
>
> On Jul 15, 11:06 am, "Brittain, Mark"  wrote:
>
>
>
>
>
> > Hi All,
>
> > I have a form called Incident Management. On the form contains a table 
> > called Notes. In the Notes form is the Request ID for the parent Incident 
> > Management form. I would like to run a report directly from the table using 
> > a button/active link but cannot seem to get it to work with a macro.
>
> > The manual steps are:
> > Right click over the table, and select all
> > Right click over the table and select report
> > Select the report
> > Select Print Preview
> > Close the Report Styles window.
>
> > Any suggestions greatly appreciated.
>
> > Mark
>
> > 
> > Mark Brittain
> > Remedy Developer
> > NaviSite
> > mbritt...@navisite.com
> > (315) 453-2912 x5335 (Phone)
> > (315) 317.2897 (Cell)
>
> >   
> > This e-mail is the property of NaviSite, Inc. It is intended only for the 
> > person or entity to which it is addressed and may contain information that 
> > is privileged, confidential, or otherwise protected from disclosure. 
> > Distribution or copying of this e-mail, or the information contained 
> > herein, to anyone other than the intended recipient is prohibited.
>
> > ___­­
> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> > attend wwrug10www.wwrug.comARSlist:"Where the Answers Are"
>
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> -
>
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Re: SQL Database Replication

[Elry]

Thanks Terry...

Just spoke to the DBA - what he actually did was:

1) Made a backup copy of Production.
2) Restored the backup copy to the Sandbox.

This appears to be quite different from replication - could this be
the source of the problem.


On Jul 15, 11:30 am, Terry Bootsma  wrote:
> ** Elry:
> One thing to consider is that when you replicate from server A to server B, 
> the replicated database may not be in an "active" state.   You may have to 
> take it out of this state to actually start Remedy and have it connect to 
> it...  have you tried this?
> Terry
>
> On Jul 15, 2010,Elry wrote:
>
> Hi Guillaume...
> We just gave it a try this morning and got the following error:
> Incorrect format in the definition file (ARERR 402). This is when the
> ARS Service tries to start - this ouput occurs in the arrerror.log
> Looks like ARMonitor shuts it down with a ARERR 33 AND ARERR 32.
> Anyone familiar with this 
> On Jul 15, 10:58 am, Guillaume Rheault  wrote:
> > Elry,
> >
> > I believe option A is the best, because you will get all the data from 
> > production on your development and test environments. This is a huge plus.
> > There are a few things that you would need to change once the database is 
> > overwritten, such as updating the ARS and ITSM licenses assigend to users 
> > (assuming your fixed and floating counts are different from production to 
> > dev and UAT), and disabling the outgoing mailbox from your dev and UAT 
> > environments, to make sure no email goes out accidentally.
> >
> > Keep in mind that BMC (well really the old Remedy) architected ARS from its 
> > inception do perform this very task, so it's definitely doable. There were 
> > some bugs in older ARS versions where the server references were hardcoded, 
> > but this is not the case with latest versions (i.e. 7.x and 6.3, I believe).
> >
> > You may find some sporadic server references in entries in configuration  
> > forms in ITSM, but BMC is working towards making sure there are no server 
> > references in the next version.
> > It's only a matter of keeping for yourself a checklist of things to do 
> > after the DB overwrite.
> >
> > I suggest creating a ticket with BMC support specifying your ITSM version 
> > and patch, so BMC can tell you where, if any, server references are found 
> > in your  ITSM version.
> >
> > I think you'll find this the best option once you get going.
> >
> > Guillaume
> >
> > 
> > From: Action Request System discussion list(ARSList) [arsl...@arslist.org] 
> > on behalf of Elry [elryal...@gmail.com]
> > Sent: Thursday, July 15, 2010 8:46 AM
> > To:arsl...@arslist.org
> > Subject: SQL Database Replication
> >
> > Hi Folks...
> >
> > I am going to ask this question again - because I have never seen a
> > definitive answer.
> >
> > Here is what we have:
> >
> > 1) Independent SQL Database Tier (2005).
> > 2) ARSystem Application Tier (7.5 Patch 2).
> > 3) Mid-tier (7.5 Patch 2).
> >
> > Environments:
> >
> > 1) Sandbox
> > 2) Development
> > 3) Staging
> > 4) Production
> > 5) Reporting/Archiving (to be deployed).
> >
> > What we need to do is the following:
> >
> > 1) Update the Staging and Development environments with data from
> > production
> > 2) Replicate the Production database to our new Reporting/Archiving
> > environment.
> >
> > Options being considered:
> >
> > A) Database Replication.
> > B) BMC Remedy Migrator.
> > C) DSO.
> >
> > We understand and know how to use options B) and C).  We are looking
> > for feedback from anyone who is successfully using option A).
> > Specifically...
> >
> > 1) What type of replication.
> > 2) Are there configuration paramaters that are retained at the
> > database level that need to be changed.
> > 3) Are there any considerations for ar.cfg.
> >
> > I have never seen a white paper on database replication ( I understand
> > that this method is unsupported).
> >
> > Any feedback would be greatly appreciated.
> >
> > ___­
> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> > attend wwrug10www.wwrug.comARSlist:"Where the Answers Are"
> >
> > ___­
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Re: Looking for Trouble

[Robert Page]

**
Hi RebeccaDepends upon your applications you have installed,Basics arearerror.logarmonitor.logemail engine logsThen there can be some app specific stuffEmail messages form to make sure they are all going and correct any than aren'tCAI Events form especially if you have SRM installedApplication pendingReconciliation jobs, if nothing more than to keep the numbers of records downThose are a few, some you do daily others weekly based upon how much use they get.HTHRobertFrom: "Boyd, Rebecca E." To: arslist@ARSLIST.ORGSent: Thursday, 15 July, 2010 14:36:32Subject: Looking for Trouble**
Good Morning,  Every day (most every day, anyway) I try to find problems before they find me. For instance, I check the Requester Module and  email messages for errors.   I got to wondering: what do other people do?   Do you have certain forms or processes you monitor? Do you check your arerror.log or other server logs on a regular basis? Is there something you learned the hard way & now you always keep an eye on it because you never, ever want to repeat that lesson?  Inquiring minds want to know…  Thanks!  Rebecca BoydApplication AdministratorInformation Systems336.758.5671         
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Re: SQL Database Replication

[Terry Bootsma]

**
Elry:I do this all the time.  It should work well no problems restoring the database and it should come up fine (just that it won't be licensed until you change the license file, change some hard-coded server references (that don't affect startup)) as long as you have the same base SQL-Server setup and are running the same versions of Remedy between the boxesYou got my number if you want to talk further...  :-)Terry
On Jul 15, 2010, Elry  wrote:

Thanks Terry...Just spoke to the DBA - what he actually did was:1) Made a backup copy of Production.2) Restored the backup copy to the Sandbox.This appears to be quite different from replication - could this bethe source of the problem.On Jul 15, 11:30 am, Terry Bootsma  wrote:> ** Elry:> One thing to consider is that when you replicate from server A to server B, the replicated database may not be in an "active" state.   You may have to take it out of this state to actually start Remedy and have it connect to it...  have you tried this?> Terry>> On Jul 15, 2010,Elry wrote:>> Hi Guillaume...> We just gave it a try this morning and got the following error:> Incorrect format in the definition file (ARERR 402). This is when the> ARS Service tries to start - this ouput occurs in the arrerror.log> Looks like ARMonitor shuts it down with a ARERR 33 AND ARERR 32.> Anyone familiar with this > On Jul 15, 10:58 am, Guillaume Rheault  wrote:> > Elry,> >> > I believe option A is the best, because you will get all the data from production on your development and test environments. This is a huge plus.> > There are a few things that you would need to change once the database is overwritten, such as updating the ARS and ITSM licenses assigend to users (assuming your fixed and floating counts are different from production to dev and UAT), and disabling the outgoing mailbox from your dev and UAT environments, to make sure no email goes out accidentally.> >> > Keep in mind that BMC (well really the old Remedy) architected ARS from its inception do perform this very task, so it's definitely doable. There were some bugs in older ARS versions where the server references were hardcoded, but this is not the case with latest versions (i.e. 7.x and 6.3, I believe).> >> > You may find some sporadic server references in entries in configuration  forms in ITSM, but BMC is working towards making sure there are no server references in the next version.> > It's only a matter of keeping for yourself a checklist of things to do after the DB overwrite.> >> > I suggest creating a ticket with BMC support specifying your ITSM version and patch, so BMC can tell you where, if any, server references are found in your  ITSM version.> >> > I think you'll find this the best option once you get going.> >> > Guillaume> >> > > > From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Elry [elryal...@gmail.com]> > Sent: Thursday, July 15, 2010 8:46 AM> > To:arsl...@arslist.org> > Subject: SQL Database Replication> >> > Hi Folks...> >> > I am going to ask this question again - because I have never seen a> > definitive answer.> >> > Here is what we have:> >> > 1) Independent SQL Database Tier (2005).> > 2) ARSystem Application Tier (7.5 Patch 2).> > 3) Mid-tier (7.5 Patch 2).> >> > Environments:> >> > 1) Sandbox> > 2) Development> > 3) Staging> > 4) Production> > 5) Reporting/Archiving (to be deployed).> >> > What we need to do is the following:> >> > 1) Update the Staging and Development environments with data from> > production> > 2) Replicate the Production database to our new Reporting/Archiving> > environment.> >> > Options being considered:> >> > A) Database Replication.> > B) BMC Remedy Migrator.> > C) DSO.> >> > We understand and know how to use options B) and C).  We are looking> > for feedback from anyone who is successfully using option A).> > Specifically...> >> > 1) What type of replication.> > 2) Are there configuration paramaters that are retained at the> > database level that need to be changed.> > 3) Are there any considerations for ar.cfg.> >> > I have never seen a white paper on database replication ( I understand> > that this method is unsupported).> >> > Any feedback would be greatly appreciated.> >> > ___­> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org> > attend wwrug10www.wwrug.comARSlist:"Where the Answers Are"> >> > ___­> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org> > attend wwrug10www.wwrug.comARSlist:"Where the Answers Are"> ___> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org> attend wwrug10www.wwrug.comARSlist: "Where the Answers Are">> _attend WWRUG10 www.wwrug.com ARSlist

Re: SQL Database Replication

[Guillaume Rheault]

I am not that familiar with SQL Server, so I cannot tell you.
In the Oracle world, you simply would drop the schema that ARS uses in the DEV 
database and import the production schema into the DEV database.

Since an Oracle schema is more or less the equivalent of a SQL server database, 
I assume the database that ARS uses in development needs to be dropped, and the 
new one from production restored.

In any case, if you don't have a competent DBA to perform this task, you'll 
have problems.

But if you have an incompetent DBA, you have other problems such as disaster 
recovery and backups

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Elry [elryal...@gmail.com]
Sent: Thursday, July 15, 2010 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Database Replication

Thanks Terry...

Just spoke to the DBA - what he actually did was:

1) Made a backup copy of Production.
2) Restored the backup copy to the Sandbox.

This appears to be quite different from replication - could this be
the source of the problem.


On Jul 15, 11:30 am, Terry Bootsma  wrote:
> ** Elry:
> One thing to consider is that when you replicate from server A to server B, 
> the replicated database may not be in an "active" state.   You may have to 
> take it out of this state to actually start Remedy and have it connect to 
> it...  have you tried this?
> Terry
>
> On Jul 15, 2010,Elry wrote:
>
> Hi Guillaume...
> We just gave it a try this morning and got the following error:
> Incorrect format in the definition file (ARERR 402). This is when the
> ARS Service tries to start - this ouput occurs in the arrerror.log
> Looks like ARMonitor shuts it down with a ARERR 33 AND ARERR 32.
> Anyone familiar with this 
> On Jul 15, 10:58 am, Guillaume Rheault  wrote:
> > Elry,
> >
> > I believe option A is the best, because you will get all the data from 
> > production on your development and test environments. This is a huge plus.
> > There are a few things that you would need to change once the database is 
> > overwritten, such as updating the ARS and ITSM licenses assigend to users 
> > (assuming your fixed and floating counts are different from production to 
> > dev and UAT), and disabling the outgoing mailbox from your dev and UAT 
> > environments, to make sure no email goes out accidentally.
> >
> > Keep in mind that BMC (well really the old Remedy) architected ARS from its 
> > inception do perform this very task, so it's definitely doable. There were 
> > some bugs in older ARS versions where the server references were hardcoded, 
> > but this is not the case with latest versions (i.e. 7.x and 6.3, I believe).
> >
> > You may find some sporadic server references in entries in configuration  
> > forms in ITSM, but BMC is working towards making sure there are no server 
> > references in the next version.
> > It's only a matter of keeping for yourself a checklist of things to do 
> > after the DB overwrite.
> >
> > I suggest creating a ticket with BMC support specifying your ITSM version 
> > and patch, so BMC can tell you where, if any, server references are found 
> > in your  ITSM version.
> >
> > I think you'll find this the best option once you get going.
> >
> > Guillaume
> >
> > 
> > From: Action Request System discussion list(ARSList) [arsl...@arslist.org] 
> > on behalf of Elry [elryal...@gmail.com]
> > Sent: Thursday, July 15, 2010 8:46 AM
> > To:arsl...@arslist.org
> > Subject: SQL Database Replication
> >
> > Hi Folks...
> >
> > I am going to ask this question again - because I have never seen a
> > definitive answer.
> >
> > Here is what we have:
> >
> > 1) Independent SQL Database Tier (2005).
> > 2) ARSystem Application Tier (7.5 Patch 2).
> > 3) Mid-tier (7.5 Patch 2).
> >
> > Environments:
> >
> > 1) Sandbox
> > 2) Development
> > 3) Staging
> > 4) Production
> > 5) Reporting/Archiving (to be deployed).
> >
> > What we need to do is the following:
> >
> > 1) Update the Staging and Development environments with data from
> > production
> > 2) Replicate the Production database to our new Reporting/Archiving
> > environment.
> >
> > Options being considered:
> >
> > A) Database Replication.
> > B) BMC Remedy Migrator.
> > C) DSO.
> >
> > We understand and know how to use options B) and C).  We are looking
> > for feedback from anyone who is successfully using option A).
> > Specifically...
> >
> > 1) What type of replication.
> > 2) Are there configuration paramaters that are retained at the
> > database level that need to be changed.
> > 3) Are there any considerations for ar.cfg.
> >
> > I have never seen a white paper on database replication ( I understand
> > that this method is unsupported).
> >
> > Any feedback would be greatly appreciated.
> >
> > ___­
> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.or

Re: SQL Database Replication

[Joe DeSouza]

Elry,

One of the reasons answers differ and vary is the configuration. All depends on 
what applications you are using. Does the application have configuration 
data that hard codes server names like AIE would in its configuration. Some 
applications store some environment specific information like LDAP server names 
and login credentials. Then there are odd cases where under certain conditions 
you get server names or IP Addresses of the server hardcoded into workflow such 
as table fields. Sometimes you need to consider looking up the meta data and 
make sure you do not have hard coded server name references in workflow.

So for the most part, yes a simple backup and restore of the database works 
directly unless you need to tweak some of the application or configuration data 
and meta data to remove hard coded or wrong server references. Also if you 
choose to replicate the ar.cfg file, make sure you point that file to the right 
database server, or you might end up having a test server point to production...

Joe





From: Elry 
To: arslist@ARSLIST.ORG
Sent: Thu, July 15, 2010 8:46:57 AM
Subject: SQL Database Replication

Hi Folks...

I am going to ask this question again - because I have never seen a definitive 
answer.

Here is what we have:

1) Independent SQL Database Tier (2005).
2) ARSystem Application Tier (7.5 Patch 2).
3) Mid-tier (7.5 Patch 2).

Environments:

1) Sandbox
2) Development
3) Staging
4) Production
5) Reporting/Archiving (to be deployed).

What we need to do is the following:

1) Update the Staging and Development environments with data from production
2) Replicate the Production database to our new Reporting/Archiving environment.

Options being considered:

A) Database Replication.
B) BMC Remedy Migrator.
C) DSO.

We understand and know how to use options B) and C).  We are looking
for feedback from anyone who is successfully using option A). Specifically...

1) What type of replication.
2) Are there configuration paramaters that are retained at the database level 
that need to be changed.
3) Are there any considerations for ar.cfg.

I have never seen a white paper on database replication ( I understand that 
this 
method is unsupported).

Any feedback would be greatly appreciated.



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Re: SQL Database Replication

[Guillaume Rheault]

Well, we don't replicate the ar.cfg file I never had to do that for this 
purpose.

The ar.cfg file is the file where the environment specif information is stored, 
as you know, including the directory structure. So I would leave this file 
untouched.

The only thing that may need to be updated is the SQL server database if it 
different than production (not the database server), and the DB password

Guillaume



From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Joe DeSouza [joe_rem...@yahoo.com]
Sent: Thursday, July 15, 2010 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Database Replication

**
Elry,

One of the reasons answers differ and vary is the configuration. All depends on 
what applications you are using. Does the application have configuration data 
that hard codes server names like AIE would in its configuration. Some 
applications store some environment specific information like LDAP server names 
and login credentials. Then there are odd cases where under certain conditions 
you get server names or IP Addresses of the server hardcoded into workflow such 
as table fields. Sometimes you need to consider looking up the meta data and 
make sure you do not have hard coded server name references in workflow.

So for the most part, yes a simple backup and restore of the database works 
directly unless you need to tweak some of the application or configuration data 
and meta data to remove hard coded or wrong server references. Also if you 
choose to replicate the ar.cfg file, make sure you point that file to the right 
database server, or you might end up having a test server point to production...

Joe


From: Elry 
To: arslist@ARSLIST.ORG
Sent: Thu, July 15, 2010 8:46:57 AM
Subject: SQL Database Replication

Hi Folks...

I am going to ask this question again - because I have never seen a definitive 
answer.

Here is what we have:

1) Independent SQL Database Tier (2005).
2) ARSystem Application Tier (7.5 Patch 2).
3) Mid-tier (7.5 Patch 2).

Environments:

1) Sandbox
2) Development
3) Staging
4) Production
5) Reporting/Archiving (to be deployed).

What we need to do is the following:

1) Update the Staging and Development environments with data from production
2) Replicate the Production database to our new Reporting/Archiving environment.

Options being considered:

A) Database Replication.
B) BMC Remedy Migrator.
C) DSO.

We understand and know how to use options B) and C).  We are looking
for feedback from anyone who is successfully using option A). Specifically...

1) What type of replication.
2) Are there configuration paramaters that are retained at the database level 
that need to be changed.
3) Are there any considerations for ar.cfg.

I have never seen a white paper on database replication ( I understand that 
this method is unsupported).

Any feedback would be greatly appreciated.

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

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Re: SQL Database Replication

[Elry]

Thanks Joe...

The application that we are using is not ITSM.  It is a custom
application that we have built.

All the developers were warned not to hard-code server names, but I
have never actually checked for this ( I will now).

We are not using AIE or LDAP.

I did not alter the ar.cfg file - shoud we try starting it up with the
ar.cfg adapted to look like the original?



On Jul 15, 11:44 am, Joe DeSouza  wrote:
> Elry,
>
> One of the reasons answers differ and vary is the configuration. All depends 
> on
> what applications you are using. Does the application have configuration
> data that hard codes server names like AIE would in its configuration. Some
> applications store some environment specific information like LDAP server 
> names
> and login credentials. Then there are odd cases where under certain conditions
> you get server names or IP Addresses of the server hardcoded into workflow 
> such
> as table fields. Sometimes you need to consider looking up the meta data and
> make sure you do not have hard coded server name references in workflow.
>
> So for the most part, yes a simple backup and restore of the database works
> directly unless you need to tweak some of the application or configuration 
> data
> and meta data to remove hard coded or wrong server references. Also if you
> choose to replicate the ar.cfg file, make sure you point that file to the 
> right
> database server, or you might end up having a test server point to 
> production...
>
> Joe
>
> 
> From: Elry 
> To: arsl...@arslist.org
> Sent: Thu, July 15, 2010 8:46:57 AM
> Subject: SQL Database Replication
>
> Hi Folks...
>
> I am going to ask this question again - because I have never seen a definitive
> answer.
>
> Here is what we have:
>
> 1) Independent SQL Database Tier (2005).
> 2) ARSystem Application Tier (7.5 Patch 2).
> 3) Mid-tier (7.5 Patch 2).
>
> Environments:
>
> 1) Sandbox
> 2) Development
> 3) Staging
> 4) Production
> 5) Reporting/Archiving (to be deployed).
>
> What we need to do is the following:
>
> 1) Update the Staging and Development environments with data from production
> 2) Replicate the Production database to our new Reporting/Archiving 
> environment.
>
> Options being considered:
>
> A) Database Replication.
> B) BMC Remedy Migrator.
> C) DSO.
>
> We understand and know how to use options B) and C).  We are looking
> for feedback from anyone who is successfully using option A). Specifically...
>
> 1) What type of replication.
> 2) Are there configuration paramaters that are retained at the database level
> that need to be changed.
> 3) Are there any considerations for ar.cfg.
>
> I have never seen a white paper on database replication ( I understand that 
> this
> method is unsupported).
>
> Any feedback would be greatly appreciated.
>
> ___­
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> attend wwrug10www.wwrug.comARSlist: "Where the Answers Are"

___
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Re: SQL Database Replication

[LJ LongWing]

Elry,
This is how we manage our refreshes of Dev/Test, I can let you know that for
our custom application, that function works just fine.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Elry
Sent: Thursday, July 15, 2010 9:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Database Replication

Thanks Terry...

Just spoke to the DBA - what he actually did was:

1) Made a backup copy of Production.
2) Restored the backup copy to the Sandbox.

This appears to be quite different from replication - could this be
the source of the problem.


On Jul 15, 11:30 am, Terry Bootsma  wrote:
> ** Elry:
> One thing to consider is that when you replicate from server A to server
B, the replicated database may not be in an "active" state.   You may have
to take it out of this state to actually start Remedy and have it connect to
it...  have you tried this?
> Terry
>
> On Jul 15, 2010,Elry wrote:
>
> Hi Guillaume...
> We just gave it a try this morning and got the following error:
> Incorrect format in the definition file (ARERR 402). This is when the
> ARS Service tries to start - this ouput occurs in the arrerror.log
> Looks like ARMonitor shuts it down with a ARERR 33 AND ARERR 32.
> Anyone familiar with this 
> On Jul 15, 10:58 am, Guillaume Rheault  wrote:
> > Elry,
> >
> > I believe option A is the best, because you will get all the data from
production on your development and test environments. This is a huge plus.
> > There are a few things that you would need to change once the database
is overwritten, such as updating the ARS and ITSM licenses assigend to users
(assuming your fixed and floating counts are different from production to
dev and UAT), and disabling the outgoing mailbox from your dev and UAT
environments, to make sure no email goes out accidentally.
> >
> > Keep in mind that BMC (well really the old Remedy) architected ARS from
its inception do perform this very task, so it's definitely doable. There
were some bugs in older ARS versions where the server references were
hardcoded, but this is not the case with latest versions (i.e. 7.x and 6.3,
I believe).
> >
> > You may find some sporadic server references in entries in configuration
 forms in ITSM, but BMC is working towards making sure there are no server
references in the next version.
> > It's only a matter of keeping for yourself a checklist of things to do
after the DB overwrite.
> >
> > I suggest creating a ticket with BMC support specifying your ITSM
version and patch, so BMC can tell you where, if any, server references are
found in your  ITSM version.
> >
> > I think you'll find this the best option once you get going.
> >
> > Guillaume
> >
> > 
> > From: Action Request System discussion list(ARSList)
[arsl...@arslist.org] on behalf of Elry [elryal...@gmail.com]
> > Sent: Thursday, July 15, 2010 8:46 AM
> > To:arsl...@arslist.org
> > Subject: SQL Database Replication
> >
> > Hi Folks...
> >
> > I am going to ask this question again - because I have never seen a
> > definitive answer.
> >
> > Here is what we have:
> >
> > 1) Independent SQL Database Tier (2005).
> > 2) ARSystem Application Tier (7.5 Patch 2).
> > 3) Mid-tier (7.5 Patch 2).
> >
> > Environments:
> >
> > 1) Sandbox
> > 2) Development
> > 3) Staging
> > 4) Production
> > 5) Reporting/Archiving (to be deployed).
> >
> > What we need to do is the following:
> >
> > 1) Update the Staging and Development environments with data from
> > production
> > 2) Replicate the Production database to our new Reporting/Archiving
> > environment.
> >
> > Options being considered:
> >
> > A) Database Replication.
> > B) BMC Remedy Migrator.
> > C) DSO.
> >
> > We understand and know how to use options B) and C).  We are looking
> > for feedback from anyone who is successfully using option A).
> > Specifically...
> >
> > 1) What type of replication.
> > 2) Are there configuration paramaters that are retained at the
> > database level that need to be changed.
> > 3) Are there any considerations for ar.cfg.
> >
> > I have never seen a white paper on database replication ( I understand
> > that this method is unsupported).
> >
> > Any feedback would be greatly appreciated.
> >
> >
___­

> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> > attend wwrug10www.wwrug.comARSlist:"Where the Answers Are"
> >
> >
___­

> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> > attend wwrug10www.wwrug.comARSlist:"Where the Answers Are"
>

___
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> attend wwrug10www.wwrug.comARSlist: "Where the Answers Are"
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

___

Re: Missing Email Attachments (Incoming Digitally Signed Email) - SOLVED

[Mark Latta]

Dan,

 

Thank you so much for your help.  I was able to find the email, with all of its 
attachments, in the location you indicated within Remedy.  This definitely 
allows me to build a solution through workflow.

 

I have marked this question as SOLVED.  I'll keep an eye out to see if anyone 
else chimes in on this topic.

 

Thanks again,

 

- Mark

 

 


Date: Thu, 15 Jul 2010 08:31:54 -0500
From: dan.wangler@timpo.osd.mil
Subject: Re: Missing Email Attachments (Incoming Digitally Signed Email)
To: arslist@ARSLIST.ORG

** 





Mark
 
I think we had a similar issue.  If the email is digitally signed, there should 
be multiple attachments.  The first one would be the smine.p7m.  This is the 
one that the Email Engine strips off and puts in the AR System Email 
Attachments form.  But there are the other attachments.
 
Open the AR System Email Messages form and find the incoming email that was 
signed.  Set the Display Advanced Options  to ”Yes” and then click on the 
Advanced Options tab and then on the Attachment Alternatives tab.  Look for the 
entry with the Attach Label of “Email”.  This attachment is your entire email 
complete with attachments that came with it into the AR system.  You can set up 
filter to move this attachment wherever you want to so you can open it and the 
attachments that accompanied it.
 
Regards
Dan
 

Dan Wangler, MHS Remedy Support Team
Science Applications International Corporation




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Mark Latta
Sent: Wednesday, July 14, 2010 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Missing Email Attachments (Incoming Digitally Signed Email)
 
ARS 7.0.01 Patch 5
Email Engine Patch 5
Microsoft Server 2003
Incoming Email MAPI
 
All,
 
Remedy seems to lose attachments from incoming email messages that are 
digitally signed.  It only sees a smime.p7m attachment.  I have verified 
through Outlook that additional attachments exist.  Whether there are 
additional attachments or not, all digitally signed messages show up in Remedy 
with a smime.p7m attachment.  The message body shows a "<<...>>" for each 
attachment that is missing.
 
Does anyone know how to fix this problem?  Any help is greatly appreciated.
 
Thanks,
 
Mark
 



The New Busy is not the too busy. Combine all your e-mail accounts with 
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Re: SQL Database Replication

[Elry]

Hi Guys...

Thanks for all the responses so far.

Guillame:  I am checking the ar.cfg file right now and correcting a
few discrepancies (i.e. the ARAdmin password in production is not the
default).

LJ:  I agree with Oracle last year - we were able to drop and attach
database instances without a "hitch".

Right now - it looks like it is probably the differences with the
ar.cfg that might be the issue.



On Jul 15, 12:03 pm, LJ LongWing  wrote:
> Elry,
> This is how we manage our refreshes of Dev/Test, I can let you know that for
> our custom application, that function works just fine.
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
>
> [mailto:arsl...@arslist.org] On Behalf Of Elry
> Sent: Thursday, July 15, 2010 9:36 AM
> To: arsl...@arslist.org
> Subject: Re: SQL Database Replication
>
> Thanks Terry...
>
> Just spoke to the DBA - what he actually did was:
>
> 1) Made a backup copy of Production.
> 2) Restored the backup copy to the Sandbox.
>
> This appears to be quite different from replication - could this be
> the source of the problem.
>
> On Jul 15, 11:30 am, Terry Bootsma  wrote:
> > ** Elry:
> > One thing to consider is that when you replicate from server A to server
> B, the replicated database may not be in an "active" state.   You may have
> to take it out of this state to actually start Remedy and have it connect to
> it...  have you tried this?
> > Terry
>
> > On Jul 15, 2010,Elry wrote:
>
> > Hi Guillaume...
> > We just gave it a try this morning and got the following error:
> > Incorrect format in the definition file (ARERR 402). This is when the
> > ARS Service tries to start - this ouput occurs in the arrerror.log
> > Looks like ARMonitor shuts it down with a ARERR 33 AND ARERR 32.
> > Anyone familiar with this 
> > On Jul 15, 10:58 am, Guillaume Rheault  wrote:
> > > Elry,
>
> > > I believe option A is the best, because you will get all the data from
> production on your development and test environments. This is a huge plus.
> > > There are a few things that you would need to change once the database
> is overwritten, such as updating the ARS and ITSM licenses assigend to users
> (assuming your fixed and floating counts are different from production to
> dev and UAT), and disabling the outgoing mailbox from your dev and UAT
> environments, to make sure no email goes out accidentally.
>
> > > Keep in mind that BMC (well really the old Remedy) architected ARS from
> its inception do perform this very task, so it's definitely doable. There
> were some bugs in older ARS versions where the server references were
> hardcoded, but this is not the case with latest versions (i.e. 7.x and 6.3,
> I believe).
>
> > > You may find some sporadic server references in entries in configuration
>  forms in ITSM, but BMC is working towards making sure there are no server
> references in the next version.
> > > It's only a matter of keeping for yourself a checklist of things to do
> after the DB overwrite.
>
> > > I suggest creating a ticket with BMC support specifying your ITSM
> version and patch, so BMC can tell you where, if any, server references are
> found in your  ITSM version.
>
> > > I think you'll find this the best option once you get going.
>
> > > Guillaume
>
> > > 
> > > From: Action Request System discussion list(ARSList)
> [arsl...@arslist.org] on behalf of Elry [elryal...@gmail.com]
> > > Sent: Thursday, July 15, 2010 8:46 AM
> > > To:arsl...@arslist.org
> > > Subject: SQL Database Replication
>
> > > Hi Folks...
>
> > > I am going to ask this question again - because I have never seen a
> > > definitive answer.
>
> > > Here is what we have:
>
> > > 1) Independent SQL Database Tier (2005).
> > > 2) ARSystem Application Tier (7.5 Patch 2).
> > > 3) Mid-tier (7.5 Patch 2).
>
> > > Environments:
>
> > > 1) Sandbox
> > > 2) Development
> > > 3) Staging
> > > 4) Production
> > > 5) Reporting/Archiving (to be deployed).
>
> > > What we need to do is the following:
>
> > > 1) Update the Staging and Development environments with data from
> > > production
> > > 2) Replicate the Production database to our new Reporting/Archiving
> > > environment.
>
> > > Options being considered:
>
> > > A) Database Replication.
> > > B) BMC Remedy Migrator.
> > > C) DSO.
>
> > > We understand and know how to use options B) and C).  We are looking
> > > for feedback from anyone who is successfully using option A).
> > > Specifically...
>
> > > 1) What type of replication.
> > > 2) Are there configuration paramaters that are retained at the
> > > database level that need to be changed.
> > > 3) Are there any considerations for ar.cfg.
>
> > > I have never seen a white paper on database replication ( I understand
> > > that this method is unsupported).
>
> > > Any feedback would be greatly appreciated.
>
> ___­­
> 
> > > UNSUBSCRIBE or access ARSlist Arc

Re: Automate Report from Table

[Brittain, Mark]

Hi Ely,

Thanks for your suggestion.  I can 
Select all the records using PERFORM-ACTION-TABLE-SELECTALL 600100105
Got to the Report Styles using PERFORM-ACTION-TABLE-REPORT 600100105

There it stops. My guess it is expecting the report to be selected however the 
parameter is not in the book. Also the report would have to be on the server so 
all could use it.

Thanks
Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Elry
Sent: Thursday, July 15, 2010 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Automate Report from Table

Scratch that...

I think you are trying to right click on a table field to create a
report and record it in a macro.

I don't think that think this is supported.


On Jul 15, 11:21 am, Elry  wrote:
> Hey Mark...
>
> I am assuming that you are doing the following with the macro:
>
> 1) Turn on macro recording.
> 2) Open the form in search mode.
> 3) Define a Query.
> 4) Select Menu:Tools/ Reporting
> 5) Select New Style
> 6) Select Fields and set parameters.
> 7) Preview the report.
> 8) Stop Recording and Name Macro.
> 9) Close all windows.
> 10) Test Macro
>
> This should work - just tried it...
>
> Now you can use the Active link attached to a button to a run macro
> action.
>
> The better alternative to a run macro action - would be the Open
> Window command (for running a report).
>
> Hope this helps.
>
> On Jul 15, 11:06 am, "Brittain, Mark"  wrote:
>
>
>
>
>
> > Hi All,
>
> > I have a form called Incident Management. On the form contains a table 
> > called Notes. In the Notes form is the Request ID for the parent Incident 
> > Management form. I would like to run a report directly from the table using 
> > a button/active link but cannot seem to get it to work with a macro.
>
> > The manual steps are:
> > Right click over the table, and select all
> > Right click over the table and select report
> > Select the report
> > Select Print Preview
> > Close the Report Styles window.
>
> > Any suggestions greatly appreciated.
>
> > Mark
>
> > 
> > Mark Brittain
> > Remedy Developer
> > NaviSite
> > mbritt...@navisite.com
> > (315) 453-2912 x5335 (Phone)
> > (315) 317.2897 (Cell)
>
> >   
> > This e-mail is the property of NaviSite, Inc. It is intended only for the 
> > person or entity to which it is addressed and may contain information that 
> > is privileged, confidential, or otherwise protected from disclosure. 
> > Distribution or copying of this e-mail, or the information contained 
> > herein, to anyone other than the intended recipient is prohibited.
>
> > ___­­
> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> > attend wwrug10www.wwrug.comARSlist:"Where the Answers Are"
>
> ___­
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> -
>
> - Show quoted text -

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Re: Automate Report from Table

[Elry]

Mark ...

There is a form called: "Report"

I use this form to store all reports on the server (both ARR reports
and Crystal Reports).

I then use the Open window command to call the report.

Now that you have a way of selecting the table field records - this
could be the finishing touch.

Let me know.


On Jul 15, 12:50 pm, "Brittain, Mark"  wrote:
> Hi Ely,
>
> Thanks for your suggestion.  I can
> Select all the records using PERFORM-ACTION-TABLE-SELECTALL 600100105
> Got to the Report Styles using PERFORM-ACTION-TABLE-REPORT 600100105
>
> There it stops. My guess it is expecting the report to be selected however 
> the parameter is not in the book. Also the report would have to be on the 
> server so all could use it.
>
> Thanks
> Mark
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Elry
> Sent: Thursday, July 15, 2010 11:31 AM
> To: arsl...@arslist.org
> Subject: Re: Automate Report from Table
>
> Scratch that...
>
> I think you are trying to right click on a table field to create a
> report and record it in a macro.
>
> I don't think that think this is supported.
>
> On Jul 15, 11:21 am, Elry  wrote:
> > Hey Mark...
>
> > I am assuming that you are doing the following with the macro:
>
> > 1) Turn on macro recording.
> > 2) Open the form in search mode.
> > 3) Define a Query.
> > 4) Select Menu:Tools/ Reporting
> > 5) Select New Style
> > 6) Select Fields and set parameters.
> > 7) Preview the report.
> > 8) Stop Recording and Name Macro.
> > 9) Close all windows.
> > 10) Test Macro
>
> > This should work - just tried it...
>
> > Now you can use the Active link attached to a button to a run macro
> > action.
>
> > The better alternative to a run macro action - would be the Open
> > Window command (for running a report).
>
> > Hope this helps.
>
> > On Jul 15, 11:06 am, "Brittain, Mark"  wrote:
>
> > > Hi All,
>
> > > I have a form called Incident Management. On the form contains a table 
> > > called Notes. In the Notes form is the Request ID for the parent Incident 
> > > Management form. I would like to run a report directly from the table 
> > > using a button/active link but cannot seem to get it to work with a macro.
>
> > > The manual steps are:
> > > Right click over the table, and select all
> > > Right click over the table and select report
> > > Select the report
> > > Select Print Preview
> > > Close the Report Styles window.
>
> > > Any suggestions greatly appreciated.
>
> > > Mark
>
> > > 
> > > Mark Brittain
> > > Remedy Developer
> > > NaviSite
> > > mbritt...@navisite.com
> > > (315) 453-2912 x5335 (Phone)
> > > (315) 317.2897 (Cell)
>
> > >   
> > > This e-mail is the property of NaviSite, Inc. It is intended only for the 
> > > person or entity to which it is addressed and may contain information 
> > > that is privileged, confidential, or otherwise protected from disclosure. 
> > > Distribution or copying of this e-mail, or the information contained 
> > > herein, to anyone other than the intended recipient is prohibited.
>
> > > ___­­­
> > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> > > attend wwrug10www.wwrug.comARSlist:"Where the Answers Are"
>
> > ___­­
> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> > attend wwrug10www.wwrug.comARSlist:"Where the Answers Are"- Hide quoted 
> > text -
>
> > - Show quoted text -
>
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Generate Ticket via incoming mail from subject line

[T Wang]

Does anyone have a method to generate incident ticket base on the subject
line of the incoming mail and not relying on the message body?

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Re: Looking for Trouble

[Shellman, David]

Rebecca,

We use HP OpenView to monitor the arerror.log, the email log file (stderr.log 
and stdout.log), monitoring services and restart them if needed, etc.  The 
monitoring is set to look for specific errors in the log files.  In turn it's a 
learning experience.  Each time we see something new we adjust the monitors to 
compensate for it.

Instead of monitoring the email stderr.log file with OpenView, we could add 
workflow to the AR System Email Error Log form.  Additionally workflow could be 
added to the AR System Email Messages form looking for if records are being set 
to sent or the record is flagged with an error.

We have also written a specific email health routine that sends out an email 
(with a unique GUID) that creates a record in a receiving form.  The receiving 
form has workflow that updates the Status of the appropriate record on the 
sending form.  If the record in the sending form is not updated within a 
specific amount of time, an escalation triggers a page to us through TelAlert.

Also have Server Statistics turned on.  We have added workflow that watches the 
Floating Write Lic Connection field.  A filter will email us a warning if the 
number goes over a certain level.  If we reach a more critical level then again 
a filter triggers a page to us through TelAlert.

Occasionally reviewing log files is also a way to identify what you should add 
some monitoring, work flow to alert, or even add workflow to create and error 
or a warning.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Boyd, Rebecca E.
Sent: Thursday, July 15, 2010 9:37 AM
To: arslist@ARSLIST.ORG
Subject: Looking for Trouble

**
Good Morning,

Every day (most every day, anyway) I try to find problems before they find me. 
For instance, I check the Requester Module and  email messages for errors.

I got to wondering: what do other people do?

Do you have certain forms or processes you monitor? Do you check your 
arerror.log or other server logs on a regular basis? Is there something you 
learned the hard way & now you always keep an eye on it because you never, ever 
want to repeat that lesson?

Inquiring minds want to know...

Thanks!

Rebecca Boyd
Application Administrator
Information Systems
336.758.5671
[cid:147540917@15072010-16AD]




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<>

Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010

[David Durling]

Sorry late on this thread -

Anyone have the size info for the first 7.5 patch 5 release of
ARSuiteKitSolaris.tar.gz?  The one I had downloaded is 496,314,432 bytes.

I haven't unpacked it yet, but got it before June 9, so I'm thinking
that's before the revision was out (assuming that's a June 24 date in
the revision string).

Thanks,

David Durling
Enterprise IT Services
University of Georgia

: patchsk wrote:
: original: 7.5.00 Patch 005 201005111542
: revised: 7.5.00 Patch 005 201006240200
:: On Jul 9, 1:05 pm, Mike Gould wrote:
::
:: What are the version strings for the original Patch 005 and the
:: revised Patch 005?
:: -Mike

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Re: Generate Ticket via incoming mail from subject line

[Martin, Dwayne]

Create a Filter on "AR System Email Messages" form, that runs on "Submit", and 
whatever "Run If" conditions you want.  Have it do a "Push Fields" to your 
ticket form, with values based on what is in the "Subject" field.

Dwayne Martin
James Madison University

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of T Wang
Sent: Thursday, July 15, 2010 1:12 PM
To: arslist@ARSLIST.ORG
Subject: Generate Ticket via incoming mail from subject line

**

Does anyone have a method to generate incident ticket base on the subject line 
of the incoming mail and not relying on the message body?
_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: SQL Database Replication

[Elry]

Well...

We were able to get the system up and running, but I noticed that
there are some odd things:

1) All structures and data appear to be available at the database
level.
2) Server Information had no data.
3) User form cannot be pulled up in the User Tool/ Dev Studio.
4) Forms that are large (300 + fields) cannot be pulled up in the User
Tool/ Dev Studio.
5) ARERR 556 Missing data in the SQL Database is "littered" throughout
the arerror.log for forms and workflow.

This begs the question:  Has anyone out there had any such experience
with 7.5




On Jul 15, 12:20 pm, Elry  wrote:
> Hi Guys...
>
> Thanks for all the responses so far.
>
> Guillame:  I am checking the ar.cfg file right now and correcting a
> few discrepancies (i.e. the ARAdmin password in production is not the
> default).
>
> LJ:  I agree with Oracle last year - we were able to drop and attach
> database instances without a "hitch".
>
> Right now - it looks like it is probably the differences with the
> ar.cfg that might be the issue.
>
> On Jul 15, 12:03 pm, LJ LongWing  wrote:
>
>
>
>
>
> > Elry,
> > This is how we manage our refreshes of Dev/Test, I can let you know that for
> > our custom application, that function works just fine.
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
>
> > [mailto:arsl...@arslist.org] On Behalf Of Elry
> > Sent: Thursday, July 15, 2010 9:36 AM
> > To: arsl...@arslist.org
> > Subject: Re: SQL Database Replication
>
> > Thanks Terry...
>
> > Just spoke to the DBA - what he actually did was:
>
> > 1) Made a backup copy of Production.
> > 2) Restored the backup copy to the Sandbox.
>
> > This appears to be quite different from replication - could this be
> > the source of the problem.
>
> > On Jul 15, 11:30 am, Terry Bootsma  wrote:
> > > ** Elry:
> > > One thing to consider is that when you replicate from server A to server
> > B, the replicated database may not be in an "active" state.   You may have
> > to take it out of this state to actually start Remedy and have it connect to
> > it...  have you tried this?
> > > Terry
>
> > > On Jul 15, 2010,Elry wrote:
>
> > > Hi Guillaume...
> > > We just gave it a try this morning and got the following error:
> > > Incorrect format in the definition file (ARERR 402). This is when the
> > > ARS Service tries to start - this ouput occurs in the arrerror.log
> > > Looks like ARMonitor shuts it down with a ARERR 33 AND ARERR 32.
> > > Anyone familiar with this 
> > > On Jul 15, 10:58 am, Guillaume Rheault  wrote:
> > > > Elry,
>
> > > > I believe option A is the best, because you will get all the data from
> > production on your development and test environments. This is a huge plus.
> > > > There are a few things that you would need to change once the database
> > is overwritten, such as updating the ARS and ITSM licenses assigend to users
> > (assuming your fixed and floating counts are different from production to
> > dev and UAT), and disabling the outgoing mailbox from your dev and UAT
> > environments, to make sure no email goes out accidentally.
>
> > > > Keep in mind that BMC (well really the old Remedy) architected ARS from
> > its inception do perform this very task, so it's definitely doable. There
> > were some bugs in older ARS versions where the server references were
> > hardcoded, but this is not the case with latest versions (i.e. 7.x and 6.3,
> > I believe).
>
> > > > You may find some sporadic server references in entries in configuration
> >  forms in ITSM, but BMC is working towards making sure there are no server
> > references in the next version.
> > > > It's only a matter of keeping for yourself a checklist of things to do
> > after the DB overwrite.
>
> > > > I suggest creating a ticket with BMC support specifying your ITSM
> > version and patch, so BMC can tell you where, if any, server references are
> > found in your  ITSM version.
>
> > > > I think you'll find this the best option once you get going.
>
> > > > Guillaume
>
> > > > 
> > > > From: Action Request System discussion list(ARSList)
> > [arsl...@arslist.org] on behalf of Elry [elryal...@gmail.com]
> > > > Sent: Thursday, July 15, 2010 8:46 AM
> > > > To:arsl...@arslist.org
> > > > Subject: SQL Database Replication
>
> > > > Hi Folks...
>
> > > > I am going to ask this question again - because I have never seen a
> > > > definitive answer.
>
> > > > Here is what we have:
>
> > > > 1) Independent SQL Database Tier (2005).
> > > > 2) ARSystem Application Tier (7.5 Patch 2).
> > > > 3) Mid-tier (7.5 Patch 2).
>
> > > > Environments:
>
> > > > 1) Sandbox
> > > > 2) Development
> > > > 3) Staging
> > > > 4) Production
> > > > 5) Reporting/Archiving (to be deployed).
>
> > > > What we need to do is the following:
>
> > > > 1) Update the Staging and Development environments with data from
> > > > production
> > > > 2) Replicate the Production database to our new Reporting/Archiving
> > > > environm

Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010

[Jarl Grøneng]

Hi,

First release:
496 314 432 ARSuiteKitSolaris.tar.gz

Second release:
500 563 654 ARSuiteKitSolaris.tar.gz


Regards,
Jarl



2010/7/15 David Durling :
> Sorry late on this thread -
>
> Anyone have the size info for the first 7.5 patch 5 release of
> ARSuiteKitSolaris.tar.gz?  The one I had downloaded is 496,314,432 bytes.
>
> I haven't unpacked it yet, but got it before June 9, so I'm thinking
> that's before the revision was out (assuming that's a June 24 date in
> the revision string).
>
> Thanks,
>
> David Durling
> Enterprise IT Services
> University of Georgia
>
> : patchsk wrote:
> : original: 7.5.00 Patch 005 201005111542
> : revised: 7.5.00 Patch 005 201006240200
> :: On Jul 9, 1:05 pm, Mike Gould wrote:
> ::
> :: What are the version strings for the original Patch 005 and the
> :: revised Patch 005?
> :: -Mike
>
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ITSM Help Install

[Kevin Begosh]

Where is the install file for ITSM Help 7.6?

The ITSM 7.6 Install guide says "If you download the application, you access
help from the top level of the working directory that holds the files you
extracted after you downloaded them".

I download, extracted, and install ITSM 7.6 patch 1.  I do not see them any
where.

-- 
Kevin Begosh

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Re: SQL Database Replication

[Joe DeSouza]

The only way to check for server references is exporting the definitions and 
looking for server names in those definitions. Everything looks normal viewing 
these objects through the Admin or the Developer tool.. Personally I prefer XML 
definitions as its easier to edit these from XML files and not worrying 
about string lengths and all that good stuff..

Sometimes you cannot blame your developers if server names have still crept in, 
as with some versions of the older Admin tool, there were bugs, where certain 
workflow objects would save the server names instead of making them server 
independent when those objects were created of modified. I have not quite seen 
a 
pattern on when and how these server names creep in, but did notice that using 
the IP Address as the server name in the Accounts while connecting to the 
server, can cause these kind of issues and would save the IP address instead 
of @ in the database.

Joe




From: Elry 
To: arslist@ARSLIST.ORG
Sent: Thu, July 15, 2010 11:50:26 AM
Subject: Re: SQL Database Replication

Thanks Joe...

The application that we are using is not ITSM.  It is a custom application that 
we have built.

All the developers were warned not to hard-code server names, but I have never 
actually checked for this ( I will now).

We are not using AIE or LDAP.

I did not alter the ar.cfg file - shoud we try starting it up with the ar.cfg 
adapted to look like the original?



On Jul 15, 11:44 am, Joe DeSouza  wrote:
> Elry,
>
> One of the reasons answers differ and vary is the configuration. All depends 
on
> what applications you are using. Does the application have configuration
> data that hard codes server names like AIE would in its configuration. Some
> applications store some environment specific information like LDAP server 
names
> and login credentials. Then there are odd cases where under certain conditions
> you get server names or IP Addresses of the server hardcoded into workflow 
such
> as table fields. Sometimes you need to consider looking up the meta data and
> make sure you do not have hard coded server name references in workflow.
>
> So for the most part, yes a simple backup and restore of the database works
> directly unless you need to tweak some of the application or configuration 
data
> and meta data to remove hard coded or wrong server references. Also if you
> choose to replicate the ar.cfg file, make sure you point that file to the 
right
> database server, or you might end up having a test server point to 
>production...
>
> Joe
>
> 
> From: Elry 
> To: arsl...@arslist.org
> Sent: Thu, July 15, 2010 8:46:57 AM
> Subject: SQL Database Replication
>
> Hi Folks...
>
> I am going to ask this question again - because I have never seen a definitive
> answer.
>
> Here is what we have:
>
> 1) Independent SQL Database Tier (2005).
> 2) ARSystem Application Tier (7.5 Patch 2).
> 3) Mid-tier (7.5 Patch 2).
>
> Environments:
>
> 1) Sandbox
> 2) Development
> 3) Staging
> 4) Production
> 5) Reporting/Archiving (to be deployed).
>
> What we need to do is the following:
>
> 1) Update the Staging and Development environments with data from production
> 2) Replicate the Production database to our new Reporting/Archiving 
>environment.
>
> Options being considered:
>
> A) Database Replication.
> B) BMC Remedy Migrator.
> C) DSO.
>
> We understand and know how to use options B) and C).  We are looking
> for feedback from anyone who is successfully using option A). Specifically...
>
> 1) What type of replication.
> 2) Are there configuration paramaters that are retained at the database level
> that need to be changed.
> 3) Are there any considerations for ar.cfg.
>
> I have never seen a white paper on database replication ( I understand that 
>this
> method is unsupported).
>
> Any feedback would be greatly appreciated.




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Re: SQL Database Replication

[Elry]

Agreed...

I am now begining this tedious task of determining if there are any
server references embedded in the workflow and forms that cannot be
displayed.

Thanks Joe.


On Jul 15, 2:38 pm, Joe DeSouza  wrote:
> The only way to check for server references is exporting the definitions and
> looking for server names in those definitions. Everything looks normal viewing
> these objects through the Admin or the Developer tool.. Personally I prefer 
> XML
> definitions as its easier to edit these from XML files and not worrying
> about string lengths and all that good stuff..
>
> Sometimes you cannot blame your developers if server names have still crept 
> in,
> as with some versions of the older Admin tool, there were bugs, where certain
> workflow objects would save the server names instead of making them server
> independent when those objects were created of modified. I have not quite 
> seen a
> pattern on when and how these server names creep in, but did notice that using
> the IP Address as the server name in the Accounts while connecting to the
> server, can cause these kind of issues and would save the IP address instead
> of @ in the database.
>
> Joe
>
> 
> From: Elry 
> To: arsl...@arslist.org
> Sent: Thu, July 15, 2010 11:50:26 AM
> Subject: Re: SQL Database Replication
>
> Thanks Joe...
>
> The application that we are using is not ITSM.  It is a custom application 
> that
> we have built.
>
> All the developers were warned not to hard-code server names, but I have never
> actually checked for this ( I will now).
>
> We are not using AIE or LDAP.
>
> I did not alter the ar.cfg file - shoud we try starting it up with the ar.cfg
> adapted to look like the original?
>
> On Jul 15, 11:44 am, Joe DeSouza  wrote:
>
>
>
>
>
> > Elry,
>
> > One of the reasons answers differ and vary is the configuration. All depends
> on
> > what applications you are using. Does the application have configuration
> > data that hard codes server names like AIE would in its configuration. Some
> > applications store some environment specific information like LDAP server
> names
> > and login credentials. Then there are odd cases where under certain 
> > conditions
> > you get server names or IP Addresses of the server hardcoded into workflow
> such
> > as table fields. Sometimes you need to consider looking up the meta data and
> > make sure you do not have hard coded server name references in workflow.
>
> > So for the most part, yes a simple backup and restore of the database works
> > directly unless you need to tweak some of the application or configuration
> data
> > and meta data to remove hard coded or wrong server references. Also if you
> > choose to replicate the ar.cfg file, make sure you point that file to the
> right
> > database server, or you might end up having a test server point to
> >production...
>
> > Joe
>
> > 
> > From: Elry 
> > To: arsl...@arslist.org
> > Sent: Thu, July 15, 2010 8:46:57 AM
> > Subject: SQL Database Replication
>
> > Hi Folks...
>
> > I am going to ask this question again - because I have never seen a 
> > definitive
> > answer.
>
> > Here is what we have:
>
> > 1) Independent SQL Database Tier (2005).
> > 2) ARSystem Application Tier (7.5 Patch 2).
> > 3) Mid-tier (7.5 Patch 2).
>
> > Environments:
>
> > 1) Sandbox
> > 2) Development
> > 3) Staging
> > 4) Production
> > 5) Reporting/Archiving (to be deployed).
>
> > What we need to do is the following:
>
> > 1) Update the Staging and Development environments with data from production
> > 2) Replicate the Production database to our new Reporting/Archiving
> >environment.
>
> > Options being considered:
>
> > A) Database Replication.
> > B) BMC Remedy Migrator.
> > C) DSO.
>
> > We understand and know how to use options B) and C).  We are looking
> > for feedback from anyone who is successfully using option A). 
> > Specifically...
>
> > 1) What type of replication.
> > 2) Are there configuration paramaters that are retained at the database 
> > level
> > that need to be changed.
> > 3) Are there any considerations for ar.cfg.
>
> > I have never seen a white paper on database replication ( I understand that
> >this
> > method is unsupported).
>
> > Any feedback would be greatly appreciated.
>
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> -
>
> - Show quoted text -

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Re: ITSM Help Install

[strauss]

The "BMCRemedyITSMSuite7.6.00.001.help.zip" file contains the updated help 
files.  If you expand it, Setup.exe is in each of the application\help folders 
(asset\help, change\help, servicedesk\incident\help or \problem\help).

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Thursday, July 15, 2010 1:37 PM
To: arslist@ARSLIST.ORG
Subject: ITSM Help Install

**
Where is the install file for ITSM Help 7.6?

The ITSM 7.6 Install guide says "If you download the application, you access 
help from the top level of the working directory that holds the files you 
extracted after you downloaded them".

I download, extracted, and install ITSM 7.6 patch 1.  I do not see them any 
where.

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

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Re: ITSM Help Install

[Kevin Begosh]

okay so that is a different download that
BMCRemedyITSMSuite7.6.00.windows.zip, which I downloaded and installed.

Thanks,
Kevin Begosh

On Thu, Jul 15, 2010 at 2:43 PM, strauss  wrote:

> **
>
> The “BMCRemedyITSMSuite7.6.00.001.help.zip” file contains the updated help
> files.  If you expand it, Setup.exe is in each of the application\help
> folders (asset\help, change\help, servicedesk\incident\help or
> \problem\help).
>
>
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Kevin Begosh
> *Sent:* Thursday, July 15, 2010 1:37 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* ITSM Help Install
>
>
>
> **
>
> Where is the install file for ITSM Help 7.6?
>
>
>
> The ITSM 7.6 Install guide says "If you download the application, you
> access help from the top level of the working directory that holds the files
> you extracted after you downloaded them".
>
>
>
> I download, extracted, and install ITSM 7.6 patch 1.  I do not see them any
> where.
>
> --
> Kevin Begosh
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Kevin Begosh

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Re: SQL Database Replication

[Jason Miller]

Hi Elry,

We have successfully restored backups of 7.5 to other similar environments a
few times without any problems.

As for the problems you are running into, we have never seen anything like
it.  If the meta data checks out ok at the DB level and ARS is the same
versions on the two servers my only guesses are:

  1) A db permissions issue.  Is ARAdmin the owner of the ARSystem db?

  2) There is bad server name resolution somewhere.  Maybe there is a server
reference that was missed in a config file? Maybe the server doesn't
completely know itself as the name you are connecting to (IP-Name
parameter).  Using WUT and Dev Studio, are you connecting to the server as
the Server-Name parameter specified in the ar.cfg or a different DNS alias?

There hasn't been much discussion about replicating the 12 tables for
reporting.  We had a situation where we couldn' t update some home grown
desktop apps that hooked into our production server (every PC in our
environment connects to Remedy db to get config data when it boots) to point
to our new server by the time we were going live.  We used MS SQL db
replication (2008 -> 2005) to keep a few tables in the old db synchronized
real time.  I was very happy with the reliability and performance.

Jason

On Thu, Jul 15, 2010 at 11:12 AM, Elry  wrote:

> Well...
>
> We were able to get the system up and running, but I noticed that
> there are some odd things:
>
> 1) All structures and data appear to be available at the database
> level.
> 2) Server Information had no data.
> 3) User form cannot be pulled up in the User Tool/ Dev Studio.
> 4) Forms that are large (300 + fields) cannot be pulled up in the User
> Tool/ Dev Studio.
> 5) ARERR 556 Missing data in the SQL Database is "littered" throughout
>the arerror.log for forms and workflow.
>
> This begs the question:  Has anyone out there had any such experience
> with 7.5
>
>
>
>
> On Jul 15, 12:20 pm, Elry  wrote:
> > Hi Guys...
> >
> > Thanks for all the responses so far.
> >
> > Guillame:  I am checking the ar.cfg file right now and correcting a
> > few discrepancies (i.e. the ARAdmin password in production is not the
> > default).
> >
> > LJ:  I agree with Oracle last year - we were able to drop and attach
> > database instances without a "hitch".
> >
> > Right now - it looks like it is probably the differences with the
> > ar.cfg that might be the issue.
> >
> > On Jul 15, 12:03 pm, LJ LongWing  wrote:
> >
> >
> >
> >
> >
> > > Elry,
> > > This is how we manage our refreshes of Dev/Test, I can let you know
> that for
> > > our custom application, that function works just fine.
> >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> >
> > > [mailto:arsl...@arslist.org] On Behalf Of Elry
> > > Sent: Thursday, July 15, 2010 9:36 AM
> > > To: arsl...@arslist.org
> > > Subject: Re: SQL Database Replication
> >
> > > Thanks Terry...
> >
> > > Just spoke to the DBA - what he actually did was:
> >
> > > 1) Made a backup copy of Production.
> > > 2) Restored the backup copy to the Sandbox.
> >
> > > This appears to be quite different from replication - could this be
> > > the source of the problem.
> >
> > > On Jul 15, 11:30 am, Terry Bootsma  wrote:
> > > > ** Elry:
> > > > One thing to consider is that when you replicate from server A to
> server
> > > B, the replicated database may not be in an "active" state.   You may
> have
> > > to take it out of this state to actually start Remedy and have it
> connect to
> > > it...  have you tried this?
> > > > Terry
> >
> > > > On Jul 15, 2010,Elry wrote:
> >
> > > > Hi Guillaume...
> > > > We just gave it a try this morning and got the following error:
> > > > Incorrect format in the definition file (ARERR 402). This is when the
> > > > ARS Service tries to start - this ouput occurs in the arrerror.log
> > > > Looks like ARMonitor shuts it down with a ARERR 33 AND ARERR 32.
> > > > Anyone familiar with this 
> > > > On Jul 15, 10:58 am, Guillaume Rheault  wrote:
> > > > > Elry,
> >
> > > > > I believe option A is the best, because you will get all the data
> from
> > > production on your development and test environments. This is a huge
> plus.
> > > > > There are a few things that you would need to change once the
> database
> > > is overwritten, such as updating the ARS and ITSM licenses assigend to
> users
> > > (assuming your fixed and floating counts are different from production
> to
> > > dev and UAT), and disabling the outgoing mailbox from your dev and UAT
> > > environments, to make sure no email goes out accidentally.
> >
> > > > > Keep in mind that BMC (well really the old Remedy) architected ARS
> from
> > > its inception do perform this very task, so it's definitely doable.
> There
> > > were some bugs in older ARS versions where the server references were
> > > hardcoded, but this is not the case with latest versions (i.e. 7.x and
> 6.3,
> > > I believe).
> >
> > > > > You may find some sporadic server referenc

Re: SQL Database Replication

[Grooms, Frederick W]

Turn on SQL Logging and watch the error log for the Missing data error.  When 
you get one look at the SQL log to see what is being done at that time.

I hate to say it but on first glance it seems like your database 
backup-restore/copy was not a complete copy of production.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Elry
Sent: Thursday, July 15, 2010 1:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Database Replication

Well...

We were able to get the system up and running, but I noticed that
there are some odd things:

1) All structures and data appear to be available at the database
level.
2) Server Information had no data.
3) User form cannot be pulled up in the User Tool/ Dev Studio.
4) Forms that are large (300 + fields) cannot be pulled up in the User
Tool/ Dev Studio.
5) ARERR 556 Missing data in the SQL Database is "littered" throughout
the arerror.log for forms and workflow.

This begs the question:  Has anyone out there had any such experience
with 7.5




On Jul 15, 12:20 pm, Elry  wrote:
> Hi Guys...
>
> Thanks for all the responses so far.
>
> Guillame:  I am checking the ar.cfg file right now and correcting a
> few discrepancies (i.e. the ARAdmin password in production is not the
> default).
>
> LJ:  I agree with Oracle last year - we were able to drop and attach
> database instances without a "hitch".
>
> Right now - it looks like it is probably the differences with the
> ar.cfg that might be the issue.
>
> On Jul 15, 12:03 pm, LJ LongWing  wrote:
>
>
>
>
>
> > Elry,
> > This is how we manage our refreshes of Dev/Test, I can let you know that for
> > our custom application, that function works just fine.
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
>
> > [mailto:arsl...@arslist.org] On Behalf Of Elry
> > Sent: Thursday, July 15, 2010 9:36 AM
> > To: arsl...@arslist.org
> > Subject: Re: SQL Database Replication
>
> > Thanks Terry...
>
> > Just spoke to the DBA - what he actually did was:
>
> > 1) Made a backup copy of Production.
> > 2) Restored the backup copy to the Sandbox.
>
> > This appears to be quite different from replication - could this be
> > the source of the problem.
>
> > On Jul 15, 11:30 am, Terry Bootsma  wrote:
> > > ** Elry:
> > > One thing to consider is that when you replicate from server A to server
> > B, the replicated database may not be in an "active" state.   You may have
> > to take it out of this state to actually start Remedy and have it connect to
> > it...  have you tried this?
> > > Terry
>
> > > On Jul 15, 2010,Elry wrote:
>
> > > Hi Guillaume...
> > > We just gave it a try this morning and got the following error:
> > > Incorrect format in the definition file (ARERR 402). This is when the
> > > ARS Service tries to start - this ouput occurs in the arrerror.log
> > > Looks like ARMonitor shuts it down with a ARERR 33 AND ARERR 32.
> > > Anyone familiar with this 
> > > On Jul 15, 10:58 am, Guillaume Rheault  wrote:
> > > > Elry,
>
> > > > I believe option A is the best, because you will get all the data from
> > production on your development and test environments. This is a huge plus.
> > > > There are a few things that you would need to change once the database
> > is overwritten, such as updating the ARS and ITSM licenses assigend to users
> > (assuming your fixed and floating counts are different from production to
> > dev and UAT), and disabling the outgoing mailbox from your dev and UAT
> > environments, to make sure no email goes out accidentally.
>
> > > > Keep in mind that BMC (well really the old Remedy) architected ARS from
> > its inception do perform this very task, so it's definitely doable. There
> > were some bugs in older ARS versions where the server references were
> > hardcoded, but this is not the case with latest versions (i.e. 7.x and 6.3,
> > I believe).
>
> > > > You may find some sporadic server references in entries in configuration
> >  forms in ITSM, but BMC is working towards making sure there are no server
> > references in the next version.
> > > > It's only a matter of keeping for yourself a checklist of things to do
> > after the DB overwrite.
>
> > > > I suggest creating a ticket with BMC support specifying your ITSM
> > version and patch, so BMC can tell you where, if any, server references are
> > found in your  ITSM version.
>
> > > > I think you'll find this the best option once you get going.
>
> > > > Guillaume
>
> > > > 
> > > > From: Action Request System discussion list(ARSList)
> > [arsl...@arslist.org] on behalf of Elry [elryal...@gmail.com]
> > > > Sent: Thursday, July 15, 2010 8:46 AM
> > > > To:arsl...@arslist.org
> > > > Subject: SQL Database Replication
>
> > > > Hi Folks...
>
> > > > I am going to ask this question again - because I have never seen a
> > > > definitive answer.
>
> > > > Here is what we have:
>
> > > > 1) Inde

Re: SQL Database Replication

[Frank Caruso]

Sounds like a HOT backup was taken - activity was happening in the database
while the backup was running. Try taking a COLD backup -no users logged on.

On Thu, Jul 15, 2010 at 2:48 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> Turn on SQL Logging and watch the error log for the Missing data error.
>  When you get one look at the SQL log to see what is being done at that
> time.
>
> I hate to say it but on first glance it seems like your database
> backup-restore/copy was not a complete copy of production.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Elry
> Sent: Thursday, July 15, 2010 1:12 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: SQL Database Replication
>
> Well...
>
> We were able to get the system up and running, but I noticed that
> there are some odd things:
>
> 1) All structures and data appear to be available at the database
> level.
> 2) Server Information had no data.
> 3) User form cannot be pulled up in the User Tool/ Dev Studio.
> 4) Forms that are large (300 + fields) cannot be pulled up in the User
> Tool/ Dev Studio.
> 5) ARERR 556 Missing data in the SQL Database is "littered" throughout
>the arerror.log for forms and workflow.
>
> This begs the question:  Has anyone out there had any such experience
> with 7.5
>
>
>
>
> On Jul 15, 12:20 pm, Elry  wrote:
> > Hi Guys...
> >
> > Thanks for all the responses so far.
> >
> > Guillame:  I am checking the ar.cfg file right now and correcting a
> > few discrepancies (i.e. the ARAdmin password in production is not the
> > default).
> >
> > LJ:  I agree with Oracle last year - we were able to drop and attach
> > database instances without a "hitch".
> >
> > Right now - it looks like it is probably the differences with the
> > ar.cfg that might be the issue.
> >
> > On Jul 15, 12:03 pm, LJ LongWing  wrote:
> >
> >
> >
> >
> >
> > > Elry,
> > > This is how we manage our refreshes of Dev/Test, I can let you know
> that for
> > > our custom application, that function works just fine.
> >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> >
> > > [mailto:arsl...@arslist.org] On Behalf Of Elry
> > > Sent: Thursday, July 15, 2010 9:36 AM
> > > To: arsl...@arslist.org
> > > Subject: Re: SQL Database Replication
> >
> > > Thanks Terry...
> >
> > > Just spoke to the DBA - what he actually did was:
> >
> > > 1) Made a backup copy of Production.
> > > 2) Restored the backup copy to the Sandbox.
> >
> > > This appears to be quite different from replication - could this be
> > > the source of the problem.
> >
> > > On Jul 15, 11:30 am, Terry Bootsma  wrote:
> > > > ** Elry:
> > > > One thing to consider is that when you replicate from server A to
> server
> > > B, the replicated database may not be in an "active" state.   You may
> have
> > > to take it out of this state to actually start Remedy and have it
> connect to
> > > it...  have you tried this?
> > > > Terry
> >
> > > > On Jul 15, 2010,Elry wrote:
> >
> > > > Hi Guillaume...
> > > > We just gave it a try this morning and got the following error:
> > > > Incorrect format in the definition file (ARERR 402). This is when the
> > > > ARS Service tries to start - this ouput occurs in the arrerror.log
> > > > Looks like ARMonitor shuts it down with a ARERR 33 AND ARERR 32.
> > > > Anyone familiar with this 
> > > > On Jul 15, 10:58 am, Guillaume Rheault  wrote:
> > > > > Elry,
> >
> > > > > I believe option A is the best, because you will get all the data
> from
> > > production on your development and test environments. This is a huge
> plus.
> > > > > There are a few things that you would need to change once the
> database
> > > is overwritten, such as updating the ARS and ITSM licenses assigend to
> users
> > > (assuming your fixed and floating counts are different from production
> to
> > > dev and UAT), and disabling the outgoing mailbox from your dev and UAT
> > > environments, to make sure no email goes out accidentally.
> >
> > > > > Keep in mind that BMC (well really the old Remedy) architected ARS
> from
> > > its inception do perform this very task, so it's definitely doable.
> There
> > > were some bugs in older ARS versions where the server references were
> > > hardcoded, but this is not the case with latest versions (i.e. 7.x and
> 6.3,
> > > I believe).
> >
> > > > > You may find some sporadic server references in entries in
> configuration
> > >  forms in ITSM, but BMC is working towards making sure there are no
> server
> > > references in the next version.
> > > > > It's only a matter of keeping for yourself a checklist of things to
> do
> > > after the DB overwrite.
> >
> > > > > I suggest creating a ticket with BMC support specifying your ITSM
> > > version and patch, so BMC can tell you where, if any, server references
> are
> > > found in your  ITSM version.
> >
> > > > > I think you'll find this the best option once y

Re: ITSM Help Install

[strauss]

Yes - separate download file in a separate folder of the ftp site.

FTP directory /smbu_patches//itsmsuite/7.6.00/patch001/help/ at 
epddownload.bmc.com

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Thursday, July 15, 2010 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Help Install

**
okay so that is a different download that BMCRemedyITSMSuite7.6.00.windows.zip, 
which I downloaded and installed.

Thanks,
Kevin Begosh
On Thu, Jul 15, 2010 at 2:43 PM, strauss 
mailto:stra...@unt.edu>> wrote:
**
The "BMCRemedyITSMSuite7.6.00.001.help.zip" file contains the updated help 
files.  If you expand it, Setup.exe is in each of the application\help folders 
(asset\help, change\help, servicedesk\incident\help or \problem\help).

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin 
Begosh
Sent: Thursday, July 15, 2010 1:37 PM
To: arslist@ARSLIST.ORG
Subject: ITSM Help Install

**
Where is the install file for ITSM Help 7.6?

The ITSM 7.6 Install guide says "If you download the application, you access 
help from the top level of the working directory that holds the files you 
extracted after you downloaded them".

I download, extracted, and install ITSM 7.6 patch 1.  I do not see them any 
where.

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



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

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Re: Generate Ticket via incoming mail from subject line

[Robert Fults]

You can start here: 
http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-1/ 
and work through the rest of the related entries.

Sincerely,

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

From: T Wang [mailto:remedy.lis...@gmail.com]
Sent: Thursday, July 15, 2010 1:12 PM
Subject: Generate Ticket via incoming mail from subject line

**

Does anyone have a method to generate incident ticket base on the subject line 
of the incoming mail and not relying on the message body?
_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers 
Are"_

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Re: SQL Database Replication

[Guillaume Rheault]

Hey Elry,

One more thing that I forgot to mention to you, that is a new feature with ARS 
7.5, I believe.
As you may know, AR Server license keys are stored in the database, not in a 
file as it used be before.
However, the new feature in ARS 7.5 is that you can enter ARS licenses for 
servers for which the Host ID is not the one of the current server.
When the ARS server starts, it picks the license key that matches its host id.

In our case, we entered the DEV and UA ARS serverlicense keys in production, so 
when we do the database restore, we don't have to key in the ARS Server license 
key. Very handy.

Myself and other listers have accomplished this task, so it's doable.

So don't give up, and make sure you document all the issues you run into for 
your specific environment, create a checklist as I suggested, so the next time 
it will be smoother.

Guillaume



From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Elry [elryal...@gmail.com]
Sent: Thursday, July 15, 2010 2:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Database Replication

Well...

We were able to get the system up and running, but I noticed that
there are some odd things:

1) All structures and data appear to be available at the database
level.
2) Server Information had no data.
3) User form cannot be pulled up in the User Tool/ Dev Studio.
4) Forms that are large (300 + fields) cannot be pulled up in the User
Tool/ Dev Studio.
5) ARERR 556 Missing data in the SQL Database is "littered" throughout
the arerror.log for forms and workflow.

This begs the question:  Has anyone out there had any such experience
with 7.5




On Jul 15, 12:20 pm, Elry  wrote:
> Hi Guys...
>
> Thanks for all the responses so far.
>
> Guillame:  I am checking the ar.cfg file right now and correcting a
> few discrepancies (i.e. the ARAdmin password in production is not the
> default).
>
> LJ:  I agree with Oracle last year - we were able to drop and attach
> database instances without a "hitch".
>
> Right now - it looks like it is probably the differences with the
> ar.cfg that might be the issue.
>
> On Jul 15, 12:03 pm, LJ LongWing  wrote:
>
>
>
>
>
> > Elry,
> > This is how we manage our refreshes of Dev/Test, I can let you know that for
> > our custom application, that function works just fine.
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
>
> > [mailto:arsl...@arslist.org] On Behalf Of Elry
> > Sent: Thursday, July 15, 2010 9:36 AM
> > To: arsl...@arslist.org
> > Subject: Re: SQL Database Replication
>
> > Thanks Terry...
>
> > Just spoke to the DBA - what he actually did was:
>
> > 1) Made a backup copy of Production.
> > 2) Restored the backup copy to the Sandbox.
>
> > This appears to be quite different from replication - could this be
> > the source of the problem.
>
> > On Jul 15, 11:30 am, Terry Bootsma  wrote:
> > > ** Elry:
> > > One thing to consider is that when you replicate from server A to server
> > B, the replicated database may not be in an "active" state.   You may have
> > to take it out of this state to actually start Remedy and have it connect to
> > it...  have you tried this?
> > > Terry
>
> > > On Jul 15, 2010,Elry wrote:
>
> > > Hi Guillaume...
> > > We just gave it a try this morning and got the following error:
> > > Incorrect format in the definition file (ARERR 402). This is when the
> > > ARS Service tries to start - this ouput occurs in the arrerror.log
> > > Looks like ARMonitor shuts it down with a ARERR 33 AND ARERR 32.
> > > Anyone familiar with this 
> > > On Jul 15, 10:58 am, Guillaume Rheault  wrote:
> > > > Elry,
>
> > > > I believe option A is the best, because you will get all the data from
> > production on your development and test environments. This is a huge plus.
> > > > There are a few things that you would need to change once the database
> > is overwritten, such as updating the ARS and ITSM licenses assigend to users
> > (assuming your fixed and floating counts are different from production to
> > dev and UAT), and disabling the outgoing mailbox from your dev and UAT
> > environments, to make sure no email goes out accidentally.
>
> > > > Keep in mind that BMC (well really the old Remedy) architected ARS from
> > its inception do perform this very task, so it's definitely doable. There
> > were some bugs in older ARS versions where the server references were
> > hardcoded, but this is not the case with latest versions (i.e. 7.x and 6.3,
> > I believe).
>
> > > > You may find some sporadic server references in entries in configuration
> >  forms in ITSM, but BMC is working towards making sure there are no server
> > references in the next version.
> > > > It's only a matter of keeping for yourself a checklist of things to do
> > after the DB overwrite.
>
> > > > I suggest creating a ticket with BMC support specifying your ITSM
> > version and patch, so BMC can tell you where, if 

Re: Web Services with ITSM

[Guillaume Rheault]

What I would ask the customer  is whether some kind of "retry" mechanism is 
needed, in case there is some kind of data error, or even worse a network 
problem.
So... you may need a enterprise bus to queue the web service messages to 
perform the retry, or some custom .net or java code (i.e. a web service in 
between the Remedy ITSM services) to handle error and retries

Guillaume



From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Danny Kellett [danny.kell...@strategicworkflow.com]
Sent: Tuesday, June 15, 2010 9:14 AM
To: arslist@ARSLIST.ORG
Subject: Web Services with ITSM

**
Hi all,

I have a customer who wishes to use Web Services as their main 
communication between two ITSM systems for incident problem and change. I know 
this is possible but I was wondering if any of you have had any experiences 
with this with regards to good or bad really. Also they have specified 
communication over SSL.

Thanks for your time,

Kind regards
Danny

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Re: Web Services with ITSM

[Kevin Begosh]

I agree if you are going to use WS I would use some kind enterprise bus.  I
had a custom app that used See Beyond I think it was called and it worked
wonders.  You can send the info to the Enterprise Bus in real time and then
the Enterprise Bus can sent it whenever, queue it up for nightly push, real
time etc.  Also what we did with the See Beyond was added workflow that
would push back a success when modified so you would know it went through
and if it did not the Enterprise Bus could keep trying to send it till it
got a success.

On Thu, Jul 15, 2010 at 3:17 PM, Guillaume Rheault wrote:

> **
>  What I would ask the customer  is whether some kind of "retry" mechanism
> is needed, in case there is some kind of data error, or even worse a network
> problem.
> So... you may need a enterprise bus to queue the web service messages to
> perform the retry, or some custom .net or java code (i.e. a web service in
> between the Remedy ITSM services) to handle error and retries
>
> Guillaume
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [
> arsl...@arslist.org] on behalf of Danny Kellett [
> danny.kell...@strategicworkflow.com]
> *Sent:* Tuesday, June 15, 2010 9:14 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Web Services with ITSM
>
>  **
>
> Hi all,
>
>
>
> I have a customer who wishes to use Web Services as their
> main communication between two ITSM systems for incident problem and change.
> I know this is possible but I was wondering if any of you have had any
> experiences with this with regards to good or bad really. Also they have
> specified communication over SSL.
>
>
>
> Thanks for your time,
>
>
>
> Kind regards
>
> Danny
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Kevin Begosh

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Re: SQL Database Replication

[Easter, David]

> that is a new feature with ARS 7.5, I believe.

Actually it started in AR System 7.1.00.


-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.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Thursday, July 15, 2010 12:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Database Replication

Hey Elry,

One more thing that I forgot to mention to you, that is a new feature with ARS 
7.5, I believe.
As you may know, AR Server license keys are stored in the database, not in a 
file as it used be before.
However, the new feature in ARS 7.5 is that you can enter ARS licenses for 
servers for which the Host ID is not the one of the current server.
When the ARS server starts, it picks the license key that matches its host id.

In our case, we entered the DEV and UA ARS serverlicense keys in production, so 
when we do the database restore, we don't have to key in the ARS Server license 
key. Very handy.

Myself and other listers have accomplished this task, so it's doable.

So don't give up, and make sure you document all the issues you run into for 
your specific environment, create a checklist as I suggested, so the next time 
it will be smoother.

Guillaume



From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Elry [elryal...@gmail.com]
Sent: Thursday, July 15, 2010 2:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Database Replication

Well...

We were able to get the system up and running, but I noticed that
there are some odd things:

1) All structures and data appear to be available at the database
level.
2) Server Information had no data.
3) User form cannot be pulled up in the User Tool/ Dev Studio.
4) Forms that are large (300 + fields) cannot be pulled up in the User
Tool/ Dev Studio.
5) ARERR 556 Missing data in the SQL Database is "littered" throughout
the arerror.log for forms and workflow.

This begs the question:  Has anyone out there had any such experience
with 7.5




On Jul 15, 12:20 pm, Elry  wrote:
> Hi Guys...
>
> Thanks for all the responses so far.
>
> Guillame:  I am checking the ar.cfg file right now and correcting a
> few discrepancies (i.e. the ARAdmin password in production is not the
> default).
>
> LJ:  I agree with Oracle last year - we were able to drop and attach
> database instances without a "hitch".
>
> Right now - it looks like it is probably the differences with the
> ar.cfg that might be the issue.
>
> On Jul 15, 12:03 pm, LJ LongWing  wrote:
>
>
>
>
>
> > Elry,
> > This is how we manage our refreshes of Dev/Test, I can let you know that for
> > our custom application, that function works just fine.
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
>
> > [mailto:arsl...@arslist.org] On Behalf Of Elry
> > Sent: Thursday, July 15, 2010 9:36 AM
> > To: arsl...@arslist.org
> > Subject: Re: SQL Database Replication
>
> > Thanks Terry...
>
> > Just spoke to the DBA - what he actually did was:
>
> > 1) Made a backup copy of Production.
> > 2) Restored the backup copy to the Sandbox.
>
> > This appears to be quite different from replication - could this be
> > the source of the problem.
>
> > On Jul 15, 11:30 am, Terry Bootsma  wrote:
> > > ** Elry:
> > > One thing to consider is that when you replicate from server A to server
> > B, the replicated database may not be in an "active" state.   You may have
> > to take it out of this state to actually start Remedy and have it connect to
> > it...  have you tried this?
> > > Terry
>
> > > On Jul 15, 2010,Elry wrote:
>
> > > Hi Guillaume...
> > > We just gave it a try this morning and got the following error:
> > > Incorrect format in the definition file (ARERR 402). This is when the
> > > ARS Service tries to start - this ouput occurs in the arrerror.log
> > > Looks like ARMonitor shuts it down with a ARERR 33 AND ARERR 32.
> > > Anyone familiar with this 
> > > On Jul 15, 10:58 am, Guillaume Rheault  wrote:
> > > > Elry,
>
> > > > I believe option A is the best, because you will get all the data from
> > production on your development and test environments. This is a huge plus.
> > > > There are a few things that you would need to change once the database
> > is overwritten, such as updating the ARS and ITSM licenses assigend to users
> > (assuming your fixed and floating counts are different from production to
> > dev and UAT), and disabling the outgoing mailbox from your dev and UAT
> > environments, to make sure no email goes out accidentally.
>
> > > > Keep in mind that BMC (w

Re: ERROR (1291053)

[Mauro Monteiro]

Hi Chemys,

I don't have so experience with Remedy. How can I enable the trace to figure
out all filters running ? Is there a wad to loogin it?

Cheers,
Mauro

2010/7/15 chernys 

> **
>
> What you need to do in the API program you are using is the same as the
> user tool does.  Turn on logging in the user tool and do the assignment
> change.  Then you will see the hidden fields that are being set by the
> workflow.  Set those fields and your problem will go away.
>
>
>
> Cheers
>
> You are missing some ID fields like Assigned Group ID  and depending on
> what you are really doing, a bunch more.
>
>
>
> You could also trace the set of filters to determine when the error is
> thrown.
>
>
>
> Ben Chernys
>
> Senior Software Architect
> Software Tool House Inc.
>
> Canada / Deutschland / Germany
> Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
> Email:   Ben.Chernys _AT_ 
> softwaretoolhouse.com
> Web: www.softwaretoolhouse.com
>
> Check out Software Tool House's free Diary Editor.
>
> *Meta-Update**,* our premium ARS Data tool, lets you automate
> your imports, migrations, *in no time at all*, without programming,
> without staging forms, without merge workflow.
> http://www.softwaretoolhouse.com/
>
>
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Mauro Monteiro
> *Sent:* July-15-10 14:47
> *To:* arslist@ARSLIST.ORG
> *Subject:* ERROR (1291053)
>
>
>
> ** Hi All,
>
>
> I am using Remedy 7.1 and I am using the API to update some Incident
> information (form HPD:Help Desk). Initially it was working fine, The issue
> started when I tried to update the 'Assignee' information. Every time I try
> it, I receive the following error:
>
> ERROR (1291053): ; The Asssigned Group fields are invalid.  Use the menus
> for the Support Company, Support Organization, Assigned Group, and Assignee
> fields or the type ahead return
> function on the Assigned Group or Assignee fields to select this
> information.
>
> So, I defined these information, I mean I defined (They are the same values
> used in GUI):
>
> Support Company: My Company
> Support Organization: IT Support Organization
> Assigned Group: Internal Support
>
> However, I kept receiving the same error message. What can I do? I
> appreciate any suggestion.
>
> Cheers,
> Mauro
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
[]'s
Mauro

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Re: Looking for Trouble

[Boyd, Rebecca E.]

Thanks, Robert. 

 

We are on 7.5 using Asset, Incident, Change & SLM.

 

When you say “Reconciliation Jobs”, is there something specific you recommend? 

 

Rebecca

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Robert Page
Sent: Thursday, July 15, 2010 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Looking for Trouble

 

** 

Hi Rebecca

 

Depends upon your applications you have installed,

 

Basics are

 

arerror.log

armonitor.log

email engine logs

 

Then there can be some app specific stuff

 

Email messages form to make sure they are all going and correct any than aren't

CAI Events form especially if you have SRM installed

Application pending

Reconciliation jobs, if nothing more than to keep the numbers of records down

 

Those are a few, some you do daily others weekly based upon how much use they 
get.

 

HTH

 

Robert

 



From: "Boyd, Rebecca E." 
To: arslist@ARSLIST.ORG
Sent: Thursday, 15 July, 2010 14:36:32
Subject: Looking for Trouble

** 

Good Morning,

 

Every day (most every day, anyway) I try to find problems before they find me. 
For instance, I check the Requester Module and  email messages for errors. 

 

I got to wondering: what do other people do? 

 

Do you have certain forms or processes you monitor? Do you check your 
arerror.log or other server logs on a regular basis? Is there something you 
learned the hard way & now you always keep an eye on it because you never, ever 
want to repeat that lesson?

 

Inquiring minds want to know…

 

Thanks!

 

Rebecca Boyd

Application Administrator

Information Systems

336.758.5671

 

 

 

 

 

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

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

<>

Re: Looking for Trouble

[Boyd, Rebecca E.]

David,

 

Thanks.

 

Regarding your email health routine, this lets you know if emails are
bottlenecked or not processing, even if the email service is still
running?

 

Rebecca

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Thursday, July 15, 2010 1:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Looking for Trouble

 

** 

Rebecca,

 

We use HP OpenView to monitor the arerror.log, the email log file
(stderr.log and stdout.log), monitoring services and restart them if
needed, etc.  The monitoring is set to look for specific errors in the
log files.  In turn it's a learning experience.  Each time we see
something new we adjust the monitors to compensate for it.

 

Instead of monitoring the email stderr.log file with OpenView, we could
add workflow to the AR System Email Error Log form.  Additionally
workflow could be added to the AR System Email Messages form looking for
if records are being set to sent or the record is flagged with an error.

 

We have also written a specific email health routine that sends out an
email (with a unique GUID) that creates a record in a receiving form.
The receiving form has workflow that updates the Status of the
appropriate record on the sending form.  If the record in the sending
form is not updated within a specific amount of time, an escalation
triggers a page to us through TelAlert.

 

Also have Server Statistics turned on.  We have added workflow that
watches the Floating Write Lic Connection field.  A filter will email us
a warning if the number goes over a certain level.  If we reach a more
critical level then again a filter triggers a page to us through
TelAlert.

 

Occasionally reviewing log files is also a way to identify what you
should add some monitoring, work flow to alert, or even add workflow to
create and error or a warning.

 

Dave 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Boyd, Rebecca E.
Sent: Thursday, July 15, 2010 9:37 AM
To: arslist@ARSLIST.ORG
Subject: Looking for Trouble

** 

Good Morning,

 

Every day (most every day, anyway) I try to find problems before they
find me. For instance, I check the Requester Module and  email messages
for errors. 

 

I got to wondering: what do other people do? 

 

Do you have certain forms or processes you monitor? Do you check your
arerror.log or other server logs on a regular basis? Is there something
you learned the hard way & now you always keep an eye on it because you
never, ever want to repeat that lesson?

 

Inquiring minds want to know...

 

Thanks!

 

Rebecca Boyd

Application Administrator

Information Systems

336.758.5671

 

 

 

 

 

_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: Looking for Trouble

[Shellman, David]

**
We were seeing periodic issues where for some reason one large outbound email 
would stop outgoing emails. When we would delete that email, all outbound would 
start flowing again. We were also seeing issues with the our outbound mail host 
server. Finally we would sometimes see issues with the Exchange servers that 
the inbound mailboxes were on. This routine exercises the round trip for two 
different mailboxes.

The processing with using two mailboxes tells us if it's an outbound issue, 
issue with the mailhost server, limited to one Exchange server or the other or 
even if the Exchange servers are backing up and there are email delivery delays.
Dave
-
dave.shell...@tycoelectronics.com
(Wireless)


From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Thu Jul 15 16:11:25 2010
Subject: Re: Looking for Trouble

David,

Thanks.

Regarding your email health routine, this lets you know if emails are 
bottlenecked or not processing, even if the email service is still running?

Rebecca

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Thursday, July 15, 2010 1:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Looking for Trouble

**
Rebecca,

We use HP OpenView to monitor the arerror.log, the email log file (stderr.log 
and stdout.log), monitoring services and restart them if needed, etc.  The 
monitoring is set to look for specific errors in the log files.  In turn it's a 
learning experience.  Each time we see something new we adjust the monitors to 
compensate for it.

Instead of monitoring the email stderr.log file with OpenView, we could add 
workflow to the AR System Email Error Log form.  Additionally workflow could be 
added to the AR System Email Messages form looking for if records are being set 
to sent or the record is flagged with an error.

We have also written a specific email health routine that sends out an email 
(with a unique GUID) that creates a record in a receiving form.  The receiving 
form has workflow that updates the Status of the appropriate record on the 
sending form.  If the record in the sending form is not updated within a 
specific amount of time, an escalation triggers a page to us through TelAlert.

Also have Server Statistics turned on.  We have added workflow that watches the 
Floating Write Lic Connection field.  A filter will email us a warning if the 
number goes over a certain level.  If we reach a more critical level then again 
a filter triggers a page to us through TelAlert.

Occasionally reviewing log files is also a way to identify what you should add 
some monitoring, work flow to alert, or even add workflow to create and error 
or a warning.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Boyd, Rebecca E.
Sent: Thursday, July 15, 2010 9:37 AM
To: arslist@ARSLIST.ORG
Subject: Looking for Trouble
**
Good Morning,

Every day (most every day, anyway) I try to find problems before they find me. 
For instance, I check the Requester Module and  email messages for errors.

I got to wondering: what do other people do?

Do you have certain forms or processes you monitor? Do you check your 
arerror.log or other server logs on a regular basis? Is there something you 
learned the hard way & now you always keep an eye on it because you never, ever 
want to repeat that lesson?

Inquiring minds want to know…

Thanks!

Rebecca Boyd
Application Administrator
Information Systems
336.758.5671
[cid:image001.jpg@01CB2438.5FF98E30]




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

Corrupt Attachments

[William Rentfrow]

Hello listers...
 
We have an interesting issue - a while back a customization to Remedy
was performed.  Essentially the following happens in IM 7.03:
 
1.) Agents clicks a button
2.) System takes a template Word DOC and performs a mail merge with the
current ticket/person info
3.) Document becomes attached to the Incident Work Log
 
At this point everything is fine - the document can be opened and viewed
as expected...but then...
 
4.) Agent saves the Incident
 
When the Incident is re-opened the attachment is corrupt.  Research into
the corruption appears to show Microsoft "smart tags" are corrupted but
we can't figure out why.
 
If a normal document (no mail merge) is saved with the Work Log and
re-opened it is fine - only the mail merge ones are affected.
 
I'm not even 100% sure this is a Remedy problem because of the last
fact.
 
William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Corporate Website, www.stratacominc.com  
Blog, www.williamrentfrow.com  
715-410-8156 C
 

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Re: Generate Ticket via incoming mail from subject line

[William Rentfrow]

Yeah, I heard that guy knows about this stuff ;)
 
William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Corporate Website, www.stratacominc.com  
Blog, www.williamrentfrow.com  
715-410-8156 C
 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Robert Fults
Sent: Thursday, July 15, 2010 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Generate Ticket via incoming mail from subject line


** 

You can start here:
http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-pa
rt-1/ and work through the rest of the related entries.

 

Sincerely,

 

Robert Fults

Remedy Admin/Dev.

Florida International University

Email: rfu...@fiu.edu  

http://uts.fiu.edu  

 

From: T Wang [mailto:remedy.lis...@gmail.com] 
Sent: Thursday, July 15, 2010 1:12 PM
Subject: Generate Ticket via incoming mail from subject line

 

** 

Does anyone have a method to generate incident ticket base on the
subject line of the incoming mail and not relying on the message body?

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

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Re: SQL Database Replication

[Elry]

Well the fun continues

Joe:  Checked all server references and there are no embedded
references.

Jason:  Looks to me like there might be a permission issue from the
SQL Log.

Frank:  You might be right about the hot backup - I am having one done
@ 0300hrs tonight - will try with this one.

Guillaume & David:  Excellent suggestion - I will definitely take this
into consideration when it's "Showtime".

Fred: Good suggestion - I see now from the SQL Logs - that there is an
error that what I am seeing in the error log only occurs when the
Remedy Service is restarted.  See below some excerpts:

   

 /* Thu Jul 15
2010 16:55:53.9440 */*** ERROR ***  Cannot drop the table
'AR0int5952', because it does not exist or you do not have permission.
(SQL Server 3701)
   

 /* Thu Jul 15
2010 16:55:53.9440 */DROP TABLE AR0float5952
   

 /* Thu Jul 15
2010 16:55:53.9440 */*** ERROR ***  Cannot drop the table
'AR0int4332', because it does not exist or you do not have permission.
(SQL Server 3701)
   

 /* Thu Jul 15
2010 16:55:53.9440 */DROP TABLE AR0float4332
   

 /* Thu Jul 15
2010 16:55:53.9440 */*** ERROR ***  Cannot drop the table
'AR0int5928', because it does not exist or you do not have permission.
(SQL Server 3701)
   

 /* Thu Jul 15
2010 16:55:53.9440 */DROP TABLE AR0float5928
   

 /* Thu Jul 15
2010 16:55:53.9440 */*** ERROR ***  Cannot drop the table
'AR0int4012', because it does not exist or you do not have permission.
(SQL Server 3701)
   

 /* Thu Jul 15
2010 16:55:53.9440 */DROP TABLE AR0float4012
   

 /* Thu Jul 15
2010 16:55:53.9440 */*** ERROR ***  Cannot drop the table
'AR0int3992', because it does not exist or you do not have permission.
(SQL Server 3701)
   

 /* Thu Jul 15
2010 16:55:53.9440 */DROP TABLE AR0float3992
   

 /* Thu Jul 15
2010 16:55:53.9440 */*** ERROR ***  Cannot drop the table
'AR0int5688', because it does not exist or you do not have permission.
(SQL Server 3701)
   

 /* Thu Jul 15
2010 16:55:53.9440 */DROP TABLE AR0float5688
   

 /* Thu Jul 15
2010 16:55:53.9440 */*** ERROR ***  Cannot drop the table
'AR0int5312', because it does not exist or you do not have permission.
(SQL Server 3701)
   

 /* Thu Jul 15
2010 16:55:53.9440 */DROP TABLE AR0float5312
   

 /* Thu Jul 15
2010 16:55:53.9440 */*** ERROR ***  Cannot drop the table
'AR0int5208', because it does not exist or you do not have permission.
(SQL Server 3701)
   

 /* Thu Jul 15
2010 16:55:53.9440 */DROP TABLE AR0float5208
   

 /* Thu Jul 15
2010 16:55:53.9590 */*** ERROR ***  Cannot drop the table
'AR0int4068', because it does not exist or you do not have permission.
(SQL Server 3701)
   

 /* Thu Jul 15
2010 16:55:53.9590 */DROP TABLE AR0float4068
   

 /* Thu Jul 15
2010 16:55:53.9590 */*** ERROR ***  Cannot drop the table
'AR0int4372', because it does not exist or you do not have permission.
(SQL Server 3701)
   

 /* Thu Jul 15
2010 16:55:53.9590 */DROP TABLE AR0float4372
   

 /* Thu Jul 15
2010 16:55:53.9750 */*** ERROR ***  Cannot drop the table
'AR0int2564', because it does not exist or you do not have permission.
(SQL Server 3701)


ARERROR LOG EXAMPLES...

---

(c) Copyright 1991-2009 BMC Software, Inc.
Thu Jul 15 16:55:55 2010  390600 : Missing data in the SQL database
(propList format --
20\1\6\3\3\41\2\450\500\23962\2000\4\6\1\5\6\2\7\40\2147483649\14\40\1\21\41\2\1687\1700\25199\3200\24\4\4\0x80\40\41\0\
\65\41\2\0\0\0\0\66\41\2\0\0\0\0\80\4\37\Information Généré Par Le
Système\81\4\8\ (ARERR 556)
Thu Jul 15 16:55:55 2010 User
Thu Jul 15 16:55:55 2010  390600 : Missing data in the SQL database
(ARERR 556)
Thu Jul 15 16:55:55 2010 User Password Change
Thu Jul 15 16:55:55 2010  390600 : Missing data in the SQL database
(ARERR 556)
Thu Jul 15 16:55:55 2010 User Password Management Configuration
Thu Jul 15 16:55:55 2010  390600 : Missing data in the SQL database
(ARERR 556)
Thu Jul 15 16:55:55 2010 Alert List
Thu Jul 15 16:55:55 2010  390600 : Missing data in the SQL database
(ARERR 556)
Thu Jul 15 16:55:55 2010 Report
Thu Jul 15 16:55:55 2010  390600 : Missing data in the SQL database
(ARERR 556)
Thu Jul 15 16:55:55 2010 ReportSelection
Thu Jul 15 16:55:55 2010  390600 : Missing data in the SQL database
(ARERR 556)
Thu Jul 15 16:55:55 2010 ReportType
Thu Jul 15 16:55:55 2010  390600 : Missing data in the SQL database
(ARERR 556)
Thu Jul 15 16:55:55 2010 ReportCreator
Thu Jul 15 16:55:55 2010  390600 : Missing data in the SQL database
(ARERR 556)
Thu Jul 15 16:55:55 2010 AR System User Central File
Thu Jul 15 16:55:55 2010  390600 : Missing data in the SQL database
(ARERR 556)

---

Thu Jul 15 16:55:55 2010 AR System User Preference
Thu Jul 15 16:55:55 2010  390600 : Missing data in the SQL database
(ARERR 556)
Thu Jul 15 16:55:57 2010  390600 : Form does not exist on server
(ARERR 303)
Thu Jul 15 16:55:57 2010  3

Capturing SQL Statement

[J Kovalcik]

Listers, 

I would like to capture the SQL query before it would be submitted to the 
database. For example, if in a search form, the user enters search criteria in 
any fields or the advanced search bar, I would like to capture that query 
before clicking the search button. 

Can I use one of the Remedy API's that are already built ? Or are there any 
other ideas ? 



Thanks, 


John Kovalcik 

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Re: Capturing SQL Statement

[Mueller, Doug]

John,

You cannot.

You can have workflow that looks at what is entered in fields and what is 
entered in the advanced search bar.

You cannot however get ahold of the SQL generated.

The way the system is constructed is that the qualification comes across the 
wire as an AR System
qualification.  That is parsed and processed by the server.  There is no 
workflow on searches at all, but
even if there were, the server layers are

Receive call and route to a queue
Data validation/ access control checking
Filters
Translation to SQL and issuing command

The only layer you would have access is the Filter layer and that occurs before 
any translation to SQL.

There is no way to capture in advance the SQL.

You can log SQL statements so you can look at it later, but that is after the 
fact.  You cannot get ahold of
the SQL statement in logic.

Doug


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of J Kovalcik
Sent: Thursday, July 15, 2010 2:43 PM
To: arslist@ARSLIST.ORG
Subject: Capturing SQL Statement

**

Listers,

   I would like to capture the SQL query before it would be submitted to 
the database. For example,  if in a search form, the user enters search 
criteria in any fields or the advanced search bar, I would like to capture that 
query before clicking the search button.

  Can I use one of the Remedy API's that are already built ?  Or are there 
any other ideas ?



Thanks,


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

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Re: Preference Server in a Server Group (7.5)

[Mueller, Doug]

William,

I am confused by your description.

You have 4 AR System servers pointing to one DB in a server group.  These are 
then behind a load balancer.

Is this your entire environment?

If so, you really have ONE logical server.  The load balancer.  PERIOD.  This 
is your server.  This is your only
server.  This is the server you talk to from your client.

So, your mid-tier has one server registered.
So, your windows clients have one server registered.

All access is to that one logical server -- ignore the fact that behind the 
scenes there are 4 servers.  There is
ONE logical server.

That one server is your preference server.

There is no need to hunt across servers.  There is ONE server.  If the load 
balancer routes to any of the four,
you are accessing the same DB and get the same data.

Don't confuse the fact that you have multiple servers doing the work make it 
seem like there are 4 servers.
There is one logical server and if you put them all behind the load balancer, 
that one name of the load
balancer level is the ONE and ONLY server for the environment (OK, not really 
as you could go direct as
well, but if you go to the load balancer that is a single server instance -- 
logically -- regardless of whether it
really goes to one or multiple physical servers.

So, just configure your system to talk to the ONE server at the logical load 
balancer level and treat that as
your server -- and your preference server.

I hope this helps,

Doug Mueller


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Rentfrow
Sent: Tuesday, July 13, 2010 8:05 AM
To: arslist@ARSLIST.ORG
Subject: Preference Server in a Server Group (7.5)

**
I have a server group with 4 AR Servers.

None of the servers are directly routable to directly by the end users - they 
all access the servers through a virtual name which passes them to the load 
balancer and on down to the server group.

We'd prefer users do not have to enter the preference server name.  BMC has 
advised us to add the actual AR Server names to the WUT and set this in the 
ar.conf on each server.

Preference-Server-Option: 2

In the non-secure world that would make the WUT search through the servers 
until it found the preference server that was defined.

That won't work for us due to security reasons because users can not get to the 
AR Servers directly.

Anyone know a way around this?

William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Corporate Website, www.stratacominc.com
Blog, www.williamrentfrow.com
715-410-8156 C

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

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Re: Capturing SQL Statement

[John Sundberg]

Doug,


Wondering -- does AR Server eval the string before sending to the DB?

Specifically - if the qualification on a filter translates to 1=0 -- does the 
database do a tablescan against the table to see if any records match 1=0 ?


I would think that a cheap ARS optimization would be to grab "false" 
qualifications - and never go to the database at all.


This comes up every once in awhile -- and I don't think that ARS would take a 
qualification where 1=0 and send it to the database for a result list and 
processing.


And -- if ARS does pass 1=0 to the database -- why would that be?


-John



On Jul 15, 2010, at 6:33 PM, Mueller, Doug wrote:

**
John,
 
You cannot.
 
You can have workflow that looks at what is entered in fields and what is 
entered in the advanced search bar.
 
You cannot however get ahold of the SQL generated.
 
The way the system is constructed is that the qualification comes across the 
wire as an AR System
qualification.  That is parsed and processed by the server.  There is no 
workflow on searches at all, but
even if there were, the server layers are
 
Receive call and route to a queue
Data validation/ access control checking
Filters
Translation to SQL and issuing command
 
The only layer you would have access is the Filter layer and that occurs before 
any translation to SQL.
 
There is no way to capture in advance the SQL.
 
You can log SQL statements so you can look at it later, but that is after the 
fact.  You cannot get ahold of
the SQL statement in logic.
 
Doug

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of J Kovalcik
Sent: Thursday, July 15, 2010 2:43 PM
To: arslist@ARSLIST.ORG
Subject: Capturing SQL Statement

**

Listers,

   I would like to capture the SQL query before it would be submitted to 
the database. For example,  if in a search form, the user enters search 
criteria in any fields or the advanced search bar, I would like to capture that 
query before clicking the search button.

  Can I use one of the Remedy API's that are already built ?  Or are there 
any other ideas ?



Thanks, 


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

--
John Sundberg

Kinetic Data, Inc.
"Building a Better Service Experience"
Recipient of the WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com








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Re: ERROR (1291053)

[Mauro Monteiro]

Hi All,

After some investigations I found a filter named
'HPD:INC:ValidateAsgneeShft_053' which is responsible for showing the error
message I sent before. Apparently, I must set the field 'Assigned Group
Shift Name', I did it a very similar error happened - ERROR (1291055). Now,
the issue seems to be related to the field named 'z1D Char01' because the
new error is set on field named 'HPD:INC:ValidateAsgneeShft_055' which has
the following criteria:

*(( 'Assigned Support Company' != 'DB.Assigned Support Company')
OR ( 'Assigned Support Organization' != 'DB.Assigned Support
Organization')
OR ( 'Assigned Group' != 'DB.Assigned Group')
OR ( 'Assigned Group ID' != 'DB.Assigned Group ID')
OR ( 'Assigned Group Shift Name' != 'DB.Assigned Group Shift Name')
OR ( 'Assigned Group Shift ID' != 'DB.Assigned Group Shift ID')
OR ( 'Assignee' != 'DB.Assignee')
OR ( 'Assignee Login ID' != 'DB.Assignee Login ID'))
AND ( 'Assignee' !=  $NULL$ ) AND ( 'Assigned Group Shift Name' !=  $NULL$ )
AND ( 'z1D Char01' =  $NULL$ )*

I tried to found this field 'z1D Char01' in the form HPD:Help Desk but I
have not found it. Does anyone know where this field is defined? How can I
set a value for it?

Cheers,
Mauro

2010/7/15 Mauro Monteiro 

> Hi Chemys,
>
> I don't have so experience with Remedy. How can I enable the trace to
> figure out all filters running ? Is there a wad to loogin it?
>
> Cheers,
> Mauro
>
> 2010/7/15 chernys 
>
> **
>>
>> What you need to do in the API program you are using is the same as the
>> user tool does.  Turn on logging in the user tool and do the assignment
>> change.  Then you will see the hidden fields that are being set by the
>> workflow.  Set those fields and your problem will go away.
>>
>>
>>
>> Cheers
>>
>> You are missing some ID fields like Assigned Group ID  and depending on
>> what you are really doing, a bunch more.
>>
>>
>>
>> You could also trace the set of filters to determine when the error is
>> thrown.
>>
>>
>>
>> Ben Chernys
>>
>> Senior Software Architect
>> Software Tool House Inc.
>>
>> Canada / Deutschland / Germany
>> Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
>> Email:   Ben.Chernys _AT_ 
>> softwaretoolhouse.com
>> Web: www.softwaretoolhouse.com
>>
>> Check out Software Tool House's free Diary Editor.
>>
>> *Meta-Update**,* our premium ARS Data tool, lets you automate
>> your imports, migrations, *in no time at all*, without programming,
>> without staging forms, without merge workflow.
>> http://www.softwaretoolhouse.com/
>>
>>
>>
>>
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arsl...@arslist.org] *On Behalf Of *Mauro Monteiro
>> *Sent:* July-15-10 14:47
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* ERROR (1291053)
>>
>>
>>
>> ** Hi All,
>>
>>
>> I am using Remedy 7.1 and I am using the API to update some Incident
>> information (form HPD:Help Desk). Initially it was working fine, The issue
>> started when I tried to update the 'Assignee' information. Every time I try
>> it, I receive the following error:
>>
>> ERROR (1291053): ; The Asssigned Group fields are invalid.  Use the menus
>> for the Support Company, Support Organization, Assigned Group, and Assignee
>> fields or the type ahead return
>> function on the Assigned Group or Assignee fields to select this
>> information.
>>
>> So, I defined these information, I mean I defined (They are the same
>> values used in GUI):
>>
>> Support Company: My Company
>> Support Organization: IT Support Organization
>> Assigned Group: Internal Support
>>
>> However, I kept receiving the same error message. What can I do? I
>> appreciate any suggestion.
>>
>> Cheers,
>> Mauro
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
>
> --
> []'s
> Mauro
>



-- 
[]'s
Mauro

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Re: Generate Ticket via incoming mail from subject line

[Mahendra Mahalkar]

Why not you try the OOTB feature for incoming email templates with keyword
"Submit". Just create an email template on HPD:IncidentInterface_Create form
through dev studio, keep the required fields in the template & send it via
email. Checkout for incident creation in the incident form.


Mahendra



On Fri, Jul 16, 2010 at 2:28 AM, William Rentfrow <
wrentf...@stratacominc.com> wrote:

> **
> Yeah, I heard that guy knows about this stuff ;)
>
> William Rentfrow
> Principal Consultant, StrataCom Inc.
> wrentf...@stratacominc.com
> Corporate Website, www.stratacominc.com
> Blog, www.williamrentfrow.com
> 715-410-8156 C
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Robert Fults
> *Sent:* Thursday, July 15, 2010 2:04 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Generate Ticket via incoming mail from subject line
>
> **
>
> You can start here:
> http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-1/and
>  work through the rest of the related entries.
>
>
>
> Sincerely,
>
>
>
> Robert Fults
>
> Remedy Admin/Dev.
>
> Florida International University
>
> Email: rfu...@fiu.edu
>
> http://uts.fiu.edu
>
>
>
> *From:* T Wang [mailto:remedy.lis...@gmail.com]
> *Sent:* Thursday, July 15, 2010 1:12 PM
> *Subject:* Generate Ticket via incoming mail from subject line
>
>
>
> **
>
> Does anyone have a method to generate incident ticket base on the subject
> line of the incoming mail and not relying on the message body?
>
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>

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Re: Remedy Email Notification Subject Line is Blank

Hi Thad,

There is no filter which is clearing the subject line, and permission isn't an 
issue to, it has got similar permission to that of the body which is getting 
set on AR system email messages form.

Br,

Prashanth


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Thad Esser
Sent: Thursday, July 15, 2010 8:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Email Notification Subject Line is Blank

** Prasanth,

If permissions aren't the issue, maybe phasing is.  As notify actions are phase 
3 actions, could there be any other workflow resetting the subject before the 
notify actually happens?

One other unlikely thing to check is the execution order of your filters.  
Filters with the same execution order could fire in any order.  By migrating to 
a new server you change the modified date (which is the not-quite-so-random 
piece of how they fire), and that could change the order in which they fire 
such that the notify happens before the set fields.

Good luck,
Thad
On Thu, Jul 15, 2010 at 5:00 AM, Terry Bootsma 
mailto:tboot...@objectpath.com>> wrote:
** Change the permission of the field which you are copying to the subject in 
the ARSystem Email Messages form to "public" (ie. the source field) .  You 
should find this will work...  Had the same issue here a few days ago.

Terry



On Jul 15, 2010, 
mailto:prashanth.bhaga...@accenture.com>> 
wrote:
**
Hi All,

we got an issue related to email notification , subject line of the email 
generated in ar system email messages is blank. we have custom built 
applications, there is IPMT email messages a custom built email notification 
form where we store all the emails generated there first then a filter on this 
form has got notify action which reads subject, body and user related 
information from this form as current value and creates entries in AR system 
email messages form, all the field values are there for the email created in 
arsystem email messages form except for subject line. i can see subject inITPMT 
email message form where notify action reads the data.

When i add  $subject$ in a message action of the filter before the notify 
action message shows the email subject value, but after notify action subject 
line is blank in email messages form.

I did few of the below mentioned tasks to check if these resolves the issue but 
no help
1. I recreated the field on custom built IPMT email messages form
2. resaved the filter with notify action- no use
3. Removed $subject$ from the notify action of the filter ie it was blank and 
remedy defaulted the value to "AR System Notification"
4. Included a core field in the subject ex. assigned to and the value of the 
assigned to was pushed into ar system email messages form which was strange.
This issue we have observed during the testing of migrated application, ie we 
have migrated remedy 6.3 application into 7.5 server. This works fine in 6.3 
system, we have used remedy migrator to migrate the application.
Has any one faced this issue before?
What could have gone wrong? How can i debug this since filter log will not 
indicate something that has gone wrong in notify action of the filter?


Regards,
Prashanth




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error, please notify the sender immediately and delete the original. Any other 
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proprietary, or otherwise private information.  If you have received it in 
error, please notify the sender immediately and delete the original.  Any other 
use of the email by you is prohibited.

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Re: Corrupt Attachments

[Jason Miller]

I don't know what might be happening but just wanted to pass on a
observation of attachment behavior.  The attachment is opened from the local
machine until the records is saved.  So before step 4 everything with the
attachment is happening on the local machine.  To verify add the attachment
to the attachment pool, change the name of the file on the disk and then try
to save.  You will receive an error that the file cannot be found.

Something that might help pinpoint it being a issue with how the attachment
is being compressed/uncompressed and rule out pre step 4 workflow... Save a
record in a form with an attachment field, open the record in a modify mode,
add a mail merged attachment and open the attachment, it should be fine.
Then save the record (committing the attachment to the db), without
refreshing the record try to open the attachment again.  My thought is the
attachment will now be corrupt.

Have you tried saving the attachment to disk and seeing if the error still
happens?  Maybe it is more of an issue with the temp file that is written to
the disk when opening directly from the attachment pool?

Also what client are you using?  Have you tried in the opposite client to
see if the behavior is consistent?

Jason

On Thu, Jul 15, 2010 at 1:56 PM, William Rentfrow <
wrentf...@stratacominc.com> wrote:

> **
> Hello listers...
>
> We have an interesting issue - a while back a customization to Remedy was
> performed.  Essentially the following happens in IM 7.03:
>
> 1.) Agents clicks a button
> 2.) System takes a template Word DOC and performs a mail merge with the
> current ticket/person info
> 3.) Document becomes attached to the Incident Work Log
>
> At this point everything is fine - the document can be opened and viewed as
> expected...but then...
>
> 4.) Agent saves the Incident
>
> When the Incident is re-opened the attachment is corrupt.  Research into
> the corruption appears to show Microsoft "smart tags" are corrupted but we
> can't figure out why.
>
> If a normal document (no mail merge) is saved with the Work Log and
> re-opened it is fine - only the mail merge ones are affected.
>
> I'm not even 100% sure this is a Remedy problem because of the last fact.
>
> William Rentfrow
> Principal Consultant, StrataCom Inc.
> wrentf...@stratacominc.com
> Corporate Website, www.stratacominc.com
> Blog, www.williamrentfrow.com
> 715-410-8156 C
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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