Re: Monitoring Process like Arserver , Apache , Tomcat using Remedy

[Tristan Roppel]

Hi,

For this purpose you can use the open source software "Nagios" !

Thanks

Tristan

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Re: WebServiceSoapClient class (ARERR 9130)-Resolved

Hi All,

This issue is resolved after applying the resolution given in 
'KM-00012192'. Thanks a lot!

Regards,

Prashanth

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Gajanan Swami
Sent: Tuesday, July 20, 2010 10:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: WebServiceSoapClient class (ARERR 9130)

Here you go...

You can refer 'KM-00012192' for same.

Regards,
Gajanan

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of 
Sent: Friday, July 16, 2010 7:21 AM
To: arslist@ARSLIST.ORG
Subject: WebServiceSoapClient class (ARERR 9130)

**
Hi All,

We are noticing the below mentioned error message when we restart remedy 
service in arerror.log

Can't locate the WebServiceSoapClient class (ARERR 9130)

I could find the attached KB article but is of no help how can I proceed in 
debugging this further


Regards,

Prashanth


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Re: Monitoring Process like Arserver , Apache , Tomcat using Remedy

[Nair, Rajesh IN BOM SISL]

We do have an third party software which send in a SMS and an Email in case the 
services of arserver and Email engine is not working.. Same is work for SLA's 
also..

Using remedy for this is not a good idea as it will only show you the status of 
Email engine,armonitor.SLA engine and not the arserver(if it is not working).

Better use a script or a third party tool for this available in the market, 
even microsoft has couple of them

Regards
Rajesh



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of SUBSCRIBE arslist Sathish
Sent: Wednesday, July 21, 2010 10:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Monitoring Process like Arserver , Apache , Tomcat using Remedy

You can create a a script to run in cron which checks the remedy process,
memory, oubound email delay/count etc.,. We had created something similar
to track and called the paging system directly from commandline to send
pager to the Remedy support team to take necessary action...

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Login ID field

[Mauro Monteiro]

Hi all,

Another question about filter HPD:INC:ValidateAsgneeShft_054. I noted that
this filter is responsible for updating the field 'z1D Char01' using the
value $Login ID$. According to my understanding, it means that field 'z1D
Char01' will be set with the value of field Login ID, right? The issue is I
can not find the field Login ID on form HPD:Help Desk. I only found a field
named Login_ID (please, note the underscore). Why?

-- 
[]'s
Mauro

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Re: Monitoring Process like Arserver , Apache , Tomcat using Remedy

[SUBSCRIBE arslist Sathish]

You can create a a script to run in cron which checks the remedy process, 
memory, oubound email delay/count etc.,. We had created something similar 
to track and called the paging system directly from commandline to send 
pager to the Remedy support team to take necessary action...

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Accessible fields

[Mauro Monteiro]

Hi All,

I am using method *List getListFieldObjects(String formName)* to
retrieve all accessible fields for a specific form. My idea is to retrieve
all fields from form HPD:Help Desk however there a bunch of fields that
don;t return from the call of this method. How can I set a form field as
accessible?

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Re: Updating People Records issue

[Joe DeSouza]

Technically you could do this from under the covers, using an SQL script and 
thus skip all the BS, but it would not be 'recommended' by support should 
something go wrong, so its not something that someone with just average DB 
scripting and ARS data relationship knowledge should attempt..

Joe




From: Jason Miller 
To: arslist@ARSLIST.ORG
Sent: Tue, July 20, 2010 3:05:05 PM
Subject: Re: Updating People Records issue

** I wonder though, could you import records into the appropriate forms to have 
the name change processed?  I have seen people mention where they have 
automation that populates the CTM Load forms to create new people records (we 
plan on doing this with Meta-Update) but I am not sure how different the Data 
Wizard is from the Data Load Wizard in this respect.

Jason


On Tue, Jul 20, 2010 at 11:00 AM, Boyd, Rebecca E.  wrote:

** 
>FWIW, look at the Data Wizard Console under the Application Administration 
>Console > Foundation > Data Management Tool.
> 
>Person Name is one of the items that can be changed with this tool. This isn’t 
>feasible for a mass update like you have, but you could use it to look at the 
>workflow BMC designed for name changes.
> 
>Rebecca
> 
> 
>From:Action Request System discussion list(ARSList) 
>[mailto:arsl...@arslist.org] 
>On Behalf Of Vianna Vianna
>Sent: Tuesday, July 20, 2010 1:31 PM
>To: arslist@ARSLIST.ORG 
> 
>** 
>Thanks Joe.  So do you recommend against me doing an export from and import to 
>the User form with the full name modified to proper case to match the 
>People form?  Also in the  CTM: Support Group Association form? I just don't 
>want to modify the work flow right now because the data feed has been stopped 
>so 
>I only need to do a one time bulk update to correct the records. 
> 
>Thanks again for your response
> 
>Vi
> 
>


>Date: Tue, 20 Jul 2010 10:09:53 -0700
>From: joe_rem...@yahoo.com
>Subject: Re: Updating People Records issue
>To: arslist@ARSLIST.ORG
>
>** 
>Vi,
> 
>It is as designed.. The Full Name gets populated only when it is NULL by 
>concatinating the values of the First Name, Middle Initials and Last Name..
> 
>If you want to change that, you will need to customize the out of the box flow 
>to set the full name even when not null to what it does out of the box..
> 
>Cheers
> 
>Joe
> 
>


>From:Vianna Vianna 
>To: arslist@ARSLIST.ORG
>Sent: Tue, July 20, 2010 10:25:52 AM
>Subject: Updating People Records issue
>
>** Hello
>We're using ITSM 7.5. We had an integration feeding our people records which 
>corrupted a majority of them and overwrote them with some bad data.  One of 
>the 
>issues we had was the system modified the First name and Last name to all CAPS 
>rather then proper case. We've since disconnected the external feed and I 
>exported the people data, modified the First & last names to proper case and 
>reimported it.  I suppose I should have made the change in the user form 
>instead 
>as now the people form and user form are inconsistent as the FULL NAME in the 
>user form remains as all caps where as the first and last name in the People 
>Record is now proper case.  I'm wondering if anybody can suggest how to 
>correct 
>this? Should I modify in the user form as well and are there any other forms 
>feeding support group etc. that I should modify. Will that cause a problem for 
>existing tickets that are assigned to people who's name is in different case? 
>
> 
>Any suggestions will be very appreciated.
> 
>Thanks
>
>Vi
>
>Subject: Re: Updating People Records issue




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Re: Monitoring Process like Arserver , Apache , Tomcat using Remedy

[Ddussie]

You need an external product or script local to server. Application cannot 
monitor it self as LJ eluded to.

We use ITM (IBM tivoli monitoring).

Sincerely,
D.Dussie


On Jul 20, 2010, at 4:10 PM, LJ LongWing  wrote:

> **
> Amey,
> 
> One question….if ARServer is not running, how will an escalation fire off to 
> check to see if it’s running?
> 
>  
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Amey Bhosale
> Sent: Tuesday, July 20, 2010 12:50 PM
> To: arslist@ARSLIST.ORG
> Subject: Monitoring Process like Arserver , Apache , Tomcat using Remedy
> 
>  
> 
> **
> 
> Hi All,
> 
>  
> 
> I have requirement where i need to monitor the process like Arserver , Email 
> Engine , Apache , Tomcat using Remedy.
> 
>  
> 
> The plan is to have a form which will display a table with records like 
> Arserver , Email Engine , Apache , Tomcat .
> 
>  
> 
> So the table would have column like Component Name , Component Status.The 
> Component Status is a radio button created on the form which will have value 
> Running or Stopped.
> 
>  
> 
> So when the process is Running the record will be displayed in green and if 
> stopped then red.
> 
>  
> 
> So do i need to use an Escalation where i will use a Run Process to run the 
> grep command to check whether the process individually are running for 
> Arserver , Email Engine , Apache , Tomcat
> 
>  
> 
>  
> 
> The grep command does return a long string output e.g. ps -ef | grep ars 
> would return 4 - 6 process running i.e. arserverd , armonitor etc.
> 
>  
> 
> But then this long output how will store in Remedy and confirm the Component 
> status to be set as Running or Stopped ?
> 
>  
> 
> So can someone please suggest me as how should i approach with this 
> requirement ?
> 
>  
> 
> Regards,
> 
>  
> 
> Amey Bhosale
> 
> 
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> _attend WWRUG10 www.wwrug.com  ARSlist: "Where the Answers Are"_

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Resolved: AR Email Issue 7.5 Patch 4

[Kevin Begosh]

Update:
After some painstaking review of logs with nothing in them, we narrowed this
issue down to incoming email only.  We also saw a symptom of the email
service that kept crashing.

It turns out that there was a email about 20mb in the inbox that I guess was
hosing up the email service.  I deleted that one email and everything seems
to be working fine now.

We are using MAPI by the way.

So if anyone gets those symptoms check for a big email :)

Kevin Begosh

On Tue, Jul 20, 2010 at 1:00 PM, Pierson, Shawn wrote:

> **
>
> Just as a guess, those field ids look like the range of field ids that I
> would expect to see on the AR System Email Messages form.  I would see if
> somehow the email engine is unable to reference that form or what is going
> on.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Southern Union
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Kevin Begosh
> *Sent:* Tuesday, July 20, 2010 11:30 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* AR Email Issue 7.5 Patch 4
>
>
>
> **
>
> I keep seeing this issue in the AR Email Messages Error Logs Form, has
> anyone ever seen this before.
>
>
>
> Windows 2003 server, ARS 7.5 Patch 4, SQL 2005 DB
>
>
>
> ERROR (311): Field ID is not related to this form; 18100
>
> ERROR (311): Field ID is not related to this form; 18104
>
> ERROR (311): Field ID is not related to this form; 18140
>
> ERROR (311): Field ID is not related to this form; 18091
>
> ERROR (311): Field ID is not related to this form; 18290
>
> ERROR (311): Field ID is not related to this form; 18096
>
> ERROR (311): Field ID is not related to this form; 18103
>
> ERROR (311): Field ID is not related to this form; 18082
>
> ERROR (311): Field ID is not related to this form; 179
>
> ERROR (311): Field ID is not related to this form; 18084
>
> ERROR (311): Field ID is not related to this form; 18099
>
> ERROR (311): Field ID is not related to this form; 18098
>
> ERROR (311): Field ID is not related to this form; 18093
>
> ERROR (311): Field ID is not related to this form; 18092
>
> ERROR (311): Field ID is not related to this form; 18087
>
> ERROR (311): Field ID is not related to this form; 18089
>
> ERROR (311): Field ID is not related to this form; 18088
>
> ERROR (311): Field ID is not related to this form; 18085
>
> ERROR (311): Field ID is not related to this form; 18086
>
> ERROR (311): Field ID is not related to this form; 18090
>
> Message will be deleted without logging in email messages form because
> there is an error on submit.
>
> Message Id : MAPIMessage1279643229855
>
>
>
> --
> Kevin Begosh
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
> Private and confidential as detailed 
> here.
> If you cannot access hyperlink, please e-mail sender.
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>



-- 
Kevin Begosh

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Re: Updating People Records issue

[Joe DeSouza]

Vi,

You do not import into the User form when you are using ITSM.. You do into the 
CTM:People form. Make sure while doing this you have your import preferences 
set 
to not create duplicate records but update old records with new data..

Modify the filter as suggested in my earlier emails.. The User form will 
automatically be updated as there are filters to take care of that. I think 
there are filters to take care of modifying the information in the CTM:Support 
Group Association form too. If there aren't then you would need to create a 
temporary one to do that and disable or delete it later..

Cheers

Joe





From: Vianna Vianna 
To: arslist@ARSLIST.ORG
Sent: Tue, July 20, 2010 1:31:08 PM
Subject: Re: Updating People Records issue

** Thanks Joe.  So do you recommend against me doing an export from and import 
to the User form with the full name modified to proper case to match the 
People form?  Also in the  CTM: Support Group Association form? I just don't 
want to modify the work flow right now because the data feed has been stopped 
so 
I only need to do a one time bulk update to correct the records. 
 
Thanks again for your response
 
Vi
 

Date: Tue, 20 Jul 2010 10:09:53 -0700
From: joe_rem...@yahoo.com
Subject: Re: Updating People Records issue
To: arslist@ARSLIST.ORG

** 
Vi,

It is as designed.. The Full Name gets populated only when it is NULL by 
concatinating the values of the First Name, Middle Initials and Last Name..

If you want to change that, you will need to customize the out of the box flow 
to set the full name even when not null to what it does out of the box..

Cheers

Joe




From: Vianna Vianna 
To: arslist@ARSLIST.ORG
Sent: Tue, July 20, 2010 10:25:52 AM
Subject: Updating People Records issue

** Hello
We're using ITSM 7.5. We had an integration feeding our people records which 
corrupted a majority of them and overwrote them with some bad data.  One of the 
issues we had was the system modified the First name and Last name to all CAPS 
rather then proper case. We've since disconnected the external feed and I 
exported the people data, modified the First & last names to proper case and 
reimported it.  I suppose I should have made the change in the user form 
instead 
as now the people form and user form are inconsistent as the FULL NAME in the 
user form remains as all caps where as the first and last name in the People 
Record is now proper case.  I'm wondering if anybody can suggest how to correct 
this? Should I modify in the user form as well and are there any other forms 
feeding support group etc. that I should modify. Will that cause a problem for 
existing tickets that are assigned to people who's name is in different case? 

 
Any suggestions will be very appreciated.
 
Thanks

Vi




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Re: Monitoring Process like Arserver , Apache , Tomcat using Remedy

[LJ LongWing]

Amey,

One question..if ARServer is not running, how will an escalation fire off to
check to see if it's running?

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Amey Bhosale
Sent: Tuesday, July 20, 2010 12:50 PM
To: arslist@ARSLIST.ORG
Subject: Monitoring Process like Arserver , Apache , Tomcat using Remedy

 

** 


Hi All,

 

I have requirement where i need to monitor the process like Arserver , Email
Engine , Apache , Tomcat using Remedy.

 

The plan is to have a form which will display a table with records like
Arserver , Email Engine , Apache , Tomcat .

 

So the table would have column like Component Name , Component Status.The
Component Status is a radio button created on the form which will have value
Running or Stopped.

 

So when the process is Running the record will be displayed in green and if
stopped then red.

 

So do i need to use an Escalation where i will use a Run Process to run the
grep command to check whether the process individually are running for
Arserver , Email Engine , Apache , Tomcat

 

 

The grep command does return a long string output e.g. ps -ef | grep ars
would return 4 - 6 process running i.e. arserverd , armonitor etc.

 

But then this long output how will store in Remedy and confirm the Component
status to be set as Running or Stopped ?

 

So can someone please suggest me as how should i approach with this
requirement ?

 

Regards,

 

Amey Bhosale


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


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Re: BMC to JMS message bus?

[Jarl Grøneng]

http://communities.bmc.com/communities/docs/DOC-3395

Atrium Orchestrator may also do what you want.


Regards,
Jarl


2010/7/20 Dave Morgan :
> Hi Folks
>
> I'd like to enlist your assistance in the following:-
>
> I have an organisation who use Web Services to expose various fields via the
> SRM system and this works well.
>
> They have to integrate with a JBOSS HornetQ message bus using JMS.
>
> They can use:-
>
> o Self developed JAVA using BMC and JMS api's
> o COTS (like iWay adapter or possibly XMLGateway)
>
> Are there any Open Source projects that anyone is aware of that can
> integrate either BMC or BMC's Web Services with a JMS queue system? They
> would want to utilise both  publish/subscribe and end-to-end communications.
>
> Anyone with any experience of this who can advise the pitfalls or
> tips/tricks and traps?
>
> Regards
> Dave Morgan
>
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Re: Bulk Updates

[Jason Miller]

But the DatasetId should not be cleared on an update to an existing record.
It sounds like the import is trying to create new records with a NULL
DatasetId

One issue with exporting Remedy data to a csv and then trying to later
update records based on field '1' is that Excel will remove leading zeros in
the Request ID.  Example a record where field '1' is equal to
0005150 will be 5150 when opening the csv in Excel.  You will need
to set formatting on the data in the field '1' column to Custom and add the
zero padding as a format.  Then save the csv.  If you close the csv, open it
again in Excel and save you will lose the formatting because csv files
cannot save formatting options.  I always open a csv in a text editor prior
to importing to verify the zero padding is in the data file.

Hope this help,
Jason

On Sun, Jul 18, 2010 at 10:48 PM, Nair, Rajesh IN BOM SISL <
nairraj...@siemens.com> wrote:

> **
>
> HI Amanullah,
>
> Field Datasetid and Name on the form is a mandate field.
>
> The sheet should this fields and value.
>
>
>
> Regards
>
> Rajesh
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *IT (Amanullah Bashir Ahmed)
> *Sent:* Monday, July 19, 2010 10:59 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Bulk Updates
>
>
>
> Hi Chowdhury,
>
> As per your recommendation I ran AR Report including People ID and save
> that report in .csv file then I add column Site+ on .csv file. In
> Preferences I select “Update old record”. I also mapped Field ID 1(People ID
> ). When I start import, the error is appearing and that error is attached.
> Can you please guide me where I am wrong.
>
>
>
> Thanks & Regards
>
>
>
> Amanullah
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Chowdhury, Tauf
> *Sent:* Tuesday, July 06, 2010 5:50 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Bulk Updates
>
>
>
> **
>
> Amanullah,
>
> If the site will be different for all of these people, the best thing to do
> (from my experience) is to run an AR report including the People ID (field
> 1) and report out to a .csv file. This should include the 10,000 users. You
> can then add a column for ‘Site+’ on the .csv and update it with information
> from your Site form (The values need to exist on the Site form before you
> proceed). Then you would just use the import tool to import back that .csv
> file. Just make sure in Preferences you select “Update old record…” Make
> sure you map Field ID 1 (People ID).
>
> Of course, try it in a dev environment first. Good luck!
>
>
>
> To the U.S. listers, hope you all had a great Independence Day!
>
>
>
> *Tauf** **C**howdhury** **|** **F**orest** **L**aboratories**, **I**nc.*
>
> Analyst, Service Management
>
> Mobile:646.483.2779
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *IT (Amanullah Bashir Ahmed)
> *Sent:* Tuesday, July 06, 2010 4:47 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Bulk Updates
>
>
>
> Hi there,
>
> Version 7.1
>
> How I can update records on Site+ field on General tab of people. How can I
> update more than 10,000 records of people? Is there bulk updates option.
> Which document would be useful for me to resolve the issue?
>
>
>
>
>
> Thanks & Regards
>
>
>
> Amanullah
>
>
>
>
>
> DISCLAIMER:"This e-mail message including any of its attachments is
> intended solely for the addressee(s) and may contain privileged information.
> If you are not the addressee or you have received this email message in
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Re: Updating People Records issue

[Joe DeSouza]

Vi,

Check for work-flow on Merge (since you are doing mass imports), to see if 
there 
is a filter that is set to fire, to modify the associated records in the 
CTM:Support Group Association form. I think there they do exist OTB. So if that 
exists, the only bit of customization you would need to do is have a filter 
after the order that the OTB filter, that sets the Full Name, to exactly what 
the original filter does, except that it should run even if the Full Name is 
not 
NULL so skip the Run If condition..
 
Joe





From: "Boyd, Rebecca E." 
To: arslist@ARSLIST.ORG
Sent: Tue, July 20, 2010 2:00:34 PM
Subject: Re: Updating People Records issue

** 
FWIW, look at the Data Wizard Console under the Application Administration 
Console > Foundation > Data Management Tool.
 
Person Name is one of the items that can be changed with this tool. This isn’t 
feasible for a mass update like you have, but you could use it to look at the 
workflow BMC designed for name changes.
 
Rebecca
 
 
From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] 
On Behalf Of Vianna Vianna
Sent: Tuesday, July 20, 2010 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Updating People Records issue
 
** 
Thanks Joe.  So do you recommend against me doing an export from and import to 
the User form with the full name modified to proper case to match the 
People form?  Also in the  CTM: Support Group Association form? I just don't 
want to modify the work flow right now because the data feed has been stopped 
so 
I only need to do a one time bulk update to correct the records. 
 
Thanks again for your response
 
Vi
 



Date: Tue, 20 Jul 2010 10:09:53 -0700
From: joe_rem...@yahoo.com
Subject: Re: Updating People Records issue
To: arslist@ARSLIST.ORG

** 
Vi,
 
It is as designed.. The Full Name gets populated only when it is NULL by 
concatinating the values of the First Name, Middle Initials and Last Name..
 
If you want to change that, you will need to customize the out of the box flow 
to set the full name even when not null to what it does out of the box..
 
Cheers
 
Joe
 



From:Vianna Vianna 
To: arslist@ARSLIST.ORG
Sent: Tue, July 20, 2010 10:25:52 AM
Subject: Updating People Records issue

** Hello
We're using ITSM 7.5. We had an integration feeding our people records which 
corrupted a majority of them and overwrote them with some bad data.  One of the 
issues we had was the system modified the First name and Last name to all CAPS 
rather then proper case. We've since disconnected the external feed and I 
exported the people data, modified the First & last names to proper case and 
reimported it.  I suppose I should have made the change in the user form 
instead 
as now the people form and user form are inconsistent as the FULL NAME in the 
user form remains as all caps where as the first and last name in the People 
Record is now proper case.  I'm wondering if anybody can suggest how to correct 
this? Should I modify in the user form as well and are there any other forms 
feeding support group etc. that I should modify. Will that cause a problem for 
existing tickets that are assigned to people who's name is in different case? 

 
Any suggestions will be very appreciated.
 
Thanks

Vi




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Re: Updating People Records issue

[Jason Miller]

I wonder though, could you import records into the appropriate forms to have
the name change processed?  I have seen people mention where they have
automation that populates the CTM Load forms to create new people records
(we plan on doing this with Meta-Update) but I am not sure how different the
Data Wizard is from the Data Load Wizard in this respect.

Jason

On Tue, Jul 20, 2010 at 11:00 AM, Boyd, Rebecca E.  wrote:

> **
>
> FWIW, look at the Data Wizard Console under the Application Administration
> Console > Foundation > Data Management Tool.
>
>
>
> Person Name is one of the items that can be changed with this tool. This
> isn’t feasible for a mass update like you have, but you could use it to look
> at the workflow BMC designed for name changes.
>
>
>
> Rebecca
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Vianna Vianna
> *Sent:* Tuesday, July 20, 2010 1:31 PM
> *To:* arslist@ARSLIST.ORG
>
> *Subject:* Re: Updating People Records issue
>
>
>
> **
>
> Thanks Joe.  So do you recommend against me doing an export from and import
> to the User form with the full name modified to proper case to match the
> People form?  Also in the  CTM: Support Group Association form? I just don't
> want to modify the work flow right now because the data feed has been
> stopped so I only need to do a one time bulk update to correct the records.
>
> Thanks again for your response
>
> Vi
>
> --
>
> Date: Tue, 20 Jul 2010 10:09:53 -0700
> From: joe_rem...@yahoo.com
> Subject: Re: Updating People Records issue
> To: arslist@ARSLIST.ORG
>
> **
>
> Vi,
>
>
>
> It is as designed.. The Full Name gets populated only when it is NULL by
> concatinating the values of the First Name, Middle Initials and Last Name..
>
>
>
> If you want to change that, you will need to customize the out of the box
> flow to set the full name even when not null to what it does out of the
> box..
>
>
>
> Cheers
>
>
>
> Joe
>
>
> --
>
> *From:* Vianna Vianna 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Tue, July 20, 2010 10:25:52 AM
> *Subject:* Updating People Records issue
>
> ** Hello
> We're using ITSM 7.5. We had an integration feeding our people records
> which corrupted a majority of them and overwrote them with some bad data.
> One of the issues we had was the system modified the First name and Last
> name to all CAPS rather then proper case. We've since disconnected the
> external feed and I exported the people data, modified the First & last
> names to proper case and reimported it.  I suppose I should have made the
> change in the user form instead as now the people form and user form are
> inconsistent as the FULL NAME in the user form remains as all caps where as
> the first and last name in the People Record is now proper case.  I'm
> wondering if anybody can suggest how to correct this? Should I modify in the
> user form as well and are there any other forms feeding support group etc.
> that I should modify. Will that cause a problem for existing tickets that
> are assigned to people who's name is in different case?
>
> Any suggestions will be very appreciated.
>
> Thanks
>
> Vi
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Monitoring Process like Arserver , Apache , Tomcat using Remedy

[Amey Bhosale]

Hi All,
I have requirement where i need to monitor the process like Arserver , Email 
Engine , Apache , Tomcat using Remedy.
The plan is to have a form which will display a table with records like 
Arserver , Email Engine , Apache , Tomcat .
So the table would have column like Component Name , Component Status.The 
Component Status is a radio button created on the form which will have value 
Running or Stopped.
So when the process is Running the record will be displayed in green and if 
stopped then red.
So do i need to use an Escalation where i will use a Run Process to run the 
grep command to check whether the process individually are running for Arserver 
, Email Engine , Apache , Tomcat

The grep command does return a long string output e.g. ps -ef | grep ars would 
return 4 - 6 process running i.e. arserverd , armonitor etc.
But then this long output how will store in Remedy and confirm the Component 
status to be set as Running or Stopped ?
So can someone please suggest me as how should i approach with this requirement 
?
Regards,
Amey Bhosale



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Re: Updating People Records issue

[Boyd, Rebecca E.]

FWIW, look at the Data Wizard Console under the Application
Administration Console > Foundation > Data Management Tool.

 

Person Name is one of the items that can be changed with this tool. This
isn't feasible for a mass update like you have, but you could use it to
look at the workflow BMC designed for name changes.

 

Rebecca

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Vianna Vianna
Sent: Tuesday, July 20, 2010 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Updating People Records issue

 

** 

Thanks Joe.  So do you recommend against me doing an export from and
import to the User form with the full name modified to proper case to
match the People form?  Also in the  CTM: Support Group Association
form? I just don't want to modify the work flow right now because the
data feed has been stopped so I only need to do a one time bulk update
to correct the records. 
 
Thanks again for your response
 
Vi
 



Date: Tue, 20 Jul 2010 10:09:53 -0700
From: joe_rem...@yahoo.com
Subject: Re: Updating People Records issue
To: arslist@ARSLIST.ORG

** 

Vi,

 

It is as designed.. The Full Name gets populated only when it is NULL by
concatinating the values of the First Name, Middle Initials and Last
Name..

 

If you want to change that, you will need to customize the out of the
box flow to set the full name even when not null to what it does out of
the box..

 

Cheers

 

Joe

 



From: Vianna Vianna 
To: arslist@ARSLIST.ORG
Sent: Tue, July 20, 2010 10:25:52 AM
Subject: Updating People Records issue

** Hello
We're using ITSM 7.5. We had an integration feeding our people records
which corrupted a majority of them and overwrote them with some bad
data.  One of the issues we had was the system modified the First name
and Last name to all CAPS rather then proper case. We've since
disconnected the external feed and I exported the people data, modified
the First & last names to proper case and reimported it.  I suppose I
should have made the change in the user form instead as now the people
form and user form are inconsistent as the FULL NAME in the user form
remains as all caps where as the first and last name in the People
Record is now proper case.  I'm wondering if anybody can suggest how to
correct this? Should I modify in the user form as well and are there any
other forms feeding support group etc. that I should modify. Will that
cause a problem for existing tickets that are assigned to people who's
name is in different case? 
 
Any suggestions will be very appreciated.
 
Thanks

Vi


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

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Re: Updating People Records issue

[Vianna Vianna]

Thanks Joe.  So do you recommend against me doing an export from and import to 
the User form with the full name modified to proper case to match the People 
form?  Also in the  CTM: Support Group Association form? I just don't want to 
modify the work flow right now because the data feed has been stopped so I only 
need to do a one time bulk update to correct the records. 

 

Thanks again for your response

 

Vi
 


Date: Tue, 20 Jul 2010 10:09:53 -0700
From: joe_rem...@yahoo.com
Subject: Re: Updating People Records issue
To: arslist@ARSLIST.ORG

** 




Vi,
 
It is as designed.. The Full Name gets populated only when it is NULL by 
concatinating the values of the First Name, Middle Initials and Last Name..
 
If you want to change that, you will need to customize the out of the box flow 
to set the full name even when not null to what it does out of the box..
 
Cheers
 
Joe




From: Vianna Vianna 
To: arslist@ARSLIST.ORG
Sent: Tue, July 20, 2010 10:25:52 AM
Subject: Updating People Records issue

** 

Hello
We're using ITSM 7.5. We had an integration feeding our people records which 
corrupted a majority of them and overwrote them with some bad data.  One of the 
issues we had was the system modified the First name and Last name to all CAPS 
rather then proper case. We've since disconnected the external feed and I 
exported the people data, modified the First & last names to proper case and 
reimported it.  I suppose I should have made the change in the user form 
instead as now the people form and user form are inconsistent as the FULL NAME 
in the user form remains as all caps where as the first and last name in the 
People Record is now proper case.  I'm wondering if anybody can suggest how to 
correct this? Should I modify in the user form as well and are there any other 
forms feeding support group etc. that I should modify. Will that cause a 
problem for existing tickets that are assigned to people who's name is in 
different case? 
 
Any suggestions will be very appreciated.
 
Thanks

Vi
_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ 
  
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Incident Management. Using Relationship tab in 'Modify All' action

[Sergio Tomillero]

Hello List,

Does anybody know how to do the next?

I would like to be able to create a relationship in a 'Modify all' action.
That is to say, I select some incidents and press 'Modify all', relationship
tab buttons turn to disable but instead I enabled them, I could not work
search or create relationships, because they need to be assigned from a
Request Id that does not exists due to I am in 'Modify all' mode.

Has anybody created relationships and copied them to a list of incidents
using 'Modify all' action or so?

Thanks & regards,
Sergio Tomillero
-- 
View this message in context: 
http://ars-action-request-system.1093659.n2.nabble.com/Incident-Management-Using-Relationship-tab-in-Modify-All-action-tp5317595p5317595.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Updating People Records issue

[Joe DeSouza]

Vi,

It is as designed.. The Full Name gets populated only when it is NULL by 
concatinating the values of the First Name, Middle Initials and Last Name..

If you want to change that, you will need to customize the out of the box flow 
to set the full name even when not null to what it does out of the box..

Cheers

Joe




From: Vianna Vianna 
To: arslist@ARSLIST.ORG
Sent: Tue, July 20, 2010 10:25:52 AM
Subject: Updating People Records issue

** Hello
We're using ITSM 7.5. We had an integration feeding our people records which 
corrupted a majority of them and overwrote them with some bad data.  One of the 
issues we had was the system modified the First name and Last name to all CAPS 
rather then proper case. We've since disconnected the external feed and I 
exported the people data, modified the First & last names to proper case and 
reimported it.  I suppose I should have made the change in the user form 
instead 
as now the people form and user form are inconsistent as the FULL NAME in the 
user form remains as all caps where as the first and last name in the People 
Record is now proper case.  I'm wondering if anybody can suggest how to correct 
this? Should I modify in the user form as well and are there any other forms 
feeding support group etc. that I should modify. Will that cause a problem for 
existing tickets that are assigned to people who's name is in different case? 

 
Any suggestions will be very appreciated.
 
Thanks

Vi




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Re: AR Email Issue 7.5 Patch 4

[Pierson, Shawn]

Just as a guess, those field ids look like the range of field ids that I would 
expect to see on the AR System Email Messages form.  I would see if somehow the 
email engine is unable to reference that form or what is going on.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Tuesday, July 20, 2010 11:30 AM
To: arslist@ARSLIST.ORG
Subject: AR Email Issue 7.5 Patch 4

**
I keep seeing this issue in the AR Email Messages Error Logs Form, has anyone 
ever seen this before.

Windows 2003 server, ARS 7.5 Patch 4, SQL 2005 DB


ERROR (311): Field ID is not related to this form; 18100

ERROR (311): Field ID is not related to this form; 18104

ERROR (311): Field ID is not related to this form; 18140

ERROR (311): Field ID is not related to this form; 18091

ERROR (311): Field ID is not related to this form; 18290

ERROR (311): Field ID is not related to this form; 18096

ERROR (311): Field ID is not related to this form; 18103

ERROR (311): Field ID is not related to this form; 18082

ERROR (311): Field ID is not related to this form; 179

ERROR (311): Field ID is not related to this form; 18084

ERROR (311): Field ID is not related to this form; 18099

ERROR (311): Field ID is not related to this form; 18098

ERROR (311): Field ID is not related to this form; 18093

ERROR (311): Field ID is not related to this form; 18092

ERROR (311): Field ID is not related to this form; 18087

ERROR (311): Field ID is not related to this form; 18089

ERROR (311): Field ID is not related to this form; 18088

ERROR (311): Field ID is not related to this form; 18085

ERROR (311): Field ID is not related to this form; 18086

ERROR (311): Field ID is not related to this form; 18090

Message will be deleted without logging in email messages form because there is 
an error on submit.

Message Id : MAPIMessage1279643229855


--
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Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

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Re: WebServiceSoapClient class (ARERR 9130)

[Gajanan Swami]

Here you go...

 

You can refer 'KM-00012192' for same.

 

Regards,

Gajanan

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of 
Sent: Friday, July 16, 2010 7:21 AM
To: arslist@ARSLIST.ORG
Subject: WebServiceSoapClient class (ARERR 9130)

 

** 

Hi All,

 

We are noticing the below mentioned error message when we restart remedy
service in arerror.log

 

Can't locate the WebServiceSoapClient class (ARERR 9130)

 

I could find the attached KB article but is of no help how can I proceed
in debugging this further

 

 

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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This e-mail and any attached files may contain confidential and/or privileged 
material for the sole use of the intended recipient.  Any review, use, 
distribution or disclosure by others is strictly prohibited. If you are not the 
intended recipient (or authorized to receive this e-mail for the recipient), 
you may not review, copy or distribute this message.  Please contact the sender 
by reply e-mail and delete all copies of this message:Fujitsu Consulting India 
Pvt Limited

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Re: AR Email Issue 7.5 Patch 4

[Kevin Begosh]

oh and I turned on API, SQL, and filter logging and I did not see any
mention of this error or any other error for that matter.

On Tue, Jul 20, 2010 at 12:34 PM, Warren Baltimore <
warrenbaltim...@gmail.com> wrote:

> ** It looks like you have some workflow that is firing and attempting to
> set (or is attempting to read) fields that are no longer on some form.  You
> will need to try and figure out which form these fields are related to and
> then track down the workflow.
>
> On Tue, Jul 20, 2010 at 12:29 PM, Kevin Begosh  wrote:
>
>> **
>>  I keep seeing this issue in the AR Email Messages Error Logs Form, has
>> anyone ever seen this before.
>>
>> Windows 2003 server, ARS 7.5 Patch 4, SQL 2005 DB
>>
>>
>> ERROR (311): Field ID is not related to this form; 18100
>>
>> ERROR (311): Field ID is not related to this form; 18104
>>
>> ERROR (311): Field ID is not related to this form; 18140
>>
>> ERROR (311): Field ID is not related to this form; 18091
>>
>> ERROR (311): Field ID is not related to this form; 18290
>>
>> ERROR (311): Field ID is not related to this form; 18096
>>
>> ERROR (311): Field ID is not related to this form; 18103
>>
>> ERROR (311): Field ID is not related to this form; 18082
>>
>> ERROR (311): Field ID is not related to this form; 179
>>
>> ERROR (311): Field ID is not related to this form; 18084
>>
>> ERROR (311): Field ID is not related to this form; 18099
>>
>> ERROR (311): Field ID is not related to this form; 18098
>>
>> ERROR (311): Field ID is not related to this form; 18093
>>
>> ERROR (311): Field ID is not related to this form; 18092
>>
>> ERROR (311): Field ID is not related to this form; 18087
>>
>> ERROR (311): Field ID is not related to this form; 18089
>>
>> ERROR (311): Field ID is not related to this form; 18088
>>
>> ERROR (311): Field ID is not related to this form; 18085
>>
>> ERROR (311): Field ID is not related to this form; 18086
>>
>> ERROR (311): Field ID is not related to this form; 18090
>>
>> Message will be deleted without logging in email messages form because
>> there is an error on submit.
>>
>> Message Id : MAPIMessage1279643229855
>>
>>
>> --
>> Kevin Begosh
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Kevin Begosh

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Re: AR Email Issue 7.5 Patch 4

[Kevin Begosh]

Thats what I kind of thought but I figure I would post and see if it was
something else.  The wierd part about it is, nothing has changed that I know
of.  I am the only one doing development right now and I have not added
anything to production in a month.

Oh well.

Kevin

On Tue, Jul 20, 2010 at 12:34 PM, Warren Baltimore <
warrenbaltim...@gmail.com> wrote:

> ** It looks like you have some workflow that is firing and attempting to
> set (or is attempting to read) fields that are no longer on some form.  You
> will need to try and figure out which form these fields are related to and
> then track down the workflow.
>
> On Tue, Jul 20, 2010 at 12:29 PM, Kevin Begosh  wrote:
>
>> **
>>  I keep seeing this issue in the AR Email Messages Error Logs Form, has
>> anyone ever seen this before.
>>
>> Windows 2003 server, ARS 7.5 Patch 4, SQL 2005 DB
>>
>>
>> ERROR (311): Field ID is not related to this form; 18100
>>
>> ERROR (311): Field ID is not related to this form; 18104
>>
>> ERROR (311): Field ID is not related to this form; 18140
>>
>> ERROR (311): Field ID is not related to this form; 18091
>>
>> ERROR (311): Field ID is not related to this form; 18290
>>
>> ERROR (311): Field ID is not related to this form; 18096
>>
>> ERROR (311): Field ID is not related to this form; 18103
>>
>> ERROR (311): Field ID is not related to this form; 18082
>>
>> ERROR (311): Field ID is not related to this form; 179
>>
>> ERROR (311): Field ID is not related to this form; 18084
>>
>> ERROR (311): Field ID is not related to this form; 18099
>>
>> ERROR (311): Field ID is not related to this form; 18098
>>
>> ERROR (311): Field ID is not related to this form; 18093
>>
>> ERROR (311): Field ID is not related to this form; 18092
>>
>> ERROR (311): Field ID is not related to this form; 18087
>>
>> ERROR (311): Field ID is not related to this form; 18089
>>
>> ERROR (311): Field ID is not related to this form; 18088
>>
>> ERROR (311): Field ID is not related to this form; 18085
>>
>> ERROR (311): Field ID is not related to this form; 18086
>>
>> ERROR (311): Field ID is not related to this form; 18090
>>
>> Message will be deleted without logging in email messages form because
>> there is an error on submit.
>>
>> Message Id : MAPIMessage1279643229855
>>
>>
>> --
>> Kevin Begosh
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Kevin Begosh

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Re: AR Email Issue 7.5 Patch 4

[Warren Baltimore]

It looks like you have some workflow that is firing and attempting to set
(or is attempting to read) fields that are no longer on some form.  You will
need to try and figure out which form these fields are related to and then
track down the workflow.

On Tue, Jul 20, 2010 at 12:29 PM, Kevin Begosh  wrote:

> **
> I keep seeing this issue in the AR Email Messages Error Logs Form, has
> anyone ever seen this before.
>
> Windows 2003 server, ARS 7.5 Patch 4, SQL 2005 DB
>
>
> ERROR (311): Field ID is not related to this form; 18100
>
> ERROR (311): Field ID is not related to this form; 18104
>
> ERROR (311): Field ID is not related to this form; 18140
>
> ERROR (311): Field ID is not related to this form; 18091
>
> ERROR (311): Field ID is not related to this form; 18290
>
> ERROR (311): Field ID is not related to this form; 18096
>
> ERROR (311): Field ID is not related to this form; 18103
>
> ERROR (311): Field ID is not related to this form; 18082
>
> ERROR (311): Field ID is not related to this form; 179
>
> ERROR (311): Field ID is not related to this form; 18084
>
> ERROR (311): Field ID is not related to this form; 18099
>
> ERROR (311): Field ID is not related to this form; 18098
>
> ERROR (311): Field ID is not related to this form; 18093
>
> ERROR (311): Field ID is not related to this form; 18092
>
> ERROR (311): Field ID is not related to this form; 18087
>
> ERROR (311): Field ID is not related to this form; 18089
>
> ERROR (311): Field ID is not related to this form; 18088
>
> ERROR (311): Field ID is not related to this form; 18085
>
> ERROR (311): Field ID is not related to this form; 18086
>
> ERROR (311): Field ID is not related to this form; 18090
>
> Message will be deleted without logging in email messages form because
> there is an error on submit.
>
> Message Id : MAPIMessage1279643229855
>
>
> --
> Kevin Begosh
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

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AR Email Issue 7.5 Patch 4

[Kevin Begosh]

I keep seeing this issue in the AR Email Messages Error Logs Form, has
anyone ever seen this before.

Windows 2003 server, ARS 7.5 Patch 4, SQL 2005 DB


ERROR (311): Field ID is not related to this form; 18100

ERROR (311): Field ID is not related to this form; 18104

ERROR (311): Field ID is not related to this form; 18140

ERROR (311): Field ID is not related to this form; 18091

ERROR (311): Field ID is not related to this form; 18290

ERROR (311): Field ID is not related to this form; 18096

ERROR (311): Field ID is not related to this form; 18103

ERROR (311): Field ID is not related to this form; 18082

ERROR (311): Field ID is not related to this form; 179

ERROR (311): Field ID is not related to this form; 18084

ERROR (311): Field ID is not related to this form; 18099

ERROR (311): Field ID is not related to this form; 18098

ERROR (311): Field ID is not related to this form; 18093

ERROR (311): Field ID is not related to this form; 18092

ERROR (311): Field ID is not related to this form; 18087

ERROR (311): Field ID is not related to this form; 18089

ERROR (311): Field ID is not related to this form; 18088

ERROR (311): Field ID is not related to this form; 18085

ERROR (311): Field ID is not related to this form; 18086

ERROR (311): Field ID is not related to this form; 18090

Message will be deleted without logging in email messages form because there
is an error on submit.

Message Id : MAPIMessage1279643229855


-- 
Kevin Begosh

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BMC to JMS message bus?

[Dave Morgan]

Hi Folks

I'd like to enlist your assistance in the following:-

I have an organisation who use Web Services to expose various fields via the 
SRM system and this works well. 

They have to integrate with a JBOSS HornetQ message bus using JMS. 

They can use:-

o Self developed JAVA using BMC and JMS api's
o COTS (like iWay adapter or possibly XMLGateway) 

Are there any Open Source projects that anyone is aware of that can 
integrate either BMC or BMC's Web Services with a JMS queue system? They 
would want to utilise both  publish/subscribe and end-to-end communications. 

Anyone with any experience of this who can advise the pitfalls or 
tips/tricks and traps?

Regards
Dave Morgan

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Re: atrium SSO

[Coleman, Gavin]

No, No, No! The support I have received from Java System Solutions has been 
nothing short of fantastic. Admittedly we're not using SSO, but XML Gateway is 
provided by the same company. Problems are solved quickly and efficiently. New 
solutions have been coded in a spectacularly short space of time...

If this had been a BMC product, the installation guide would have been 
incomprehensible, you would have to wait 2 weeks for somebody to tell you to 
patch the product, and then they still wouldn't understand what you were trying 
to say. They would ask for the log files you included in your original 
submission and then email you after 4 weeks to see if the problem had magically 
fixed itself!



Gavin Coleman
Senior Analyst/Programmer 
Computacenter (UK) Ltd
Services & Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662
E: gavin.cole...@computacenter.com
W: www.computacenter.com 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: 20 July 2010 15:45
To: arslist@ARSLIST.ORG
Subject: Re: atrium SSO


Maybe BMC should consider acquiring Java Solution Systems  :^) 

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of John Baker [jba...@javasystemsolutions.com]
Sent: Tuesday, July 20, 2010 3:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: atrium SSO

David,

It is however a pity that one needs a degree in Computer Science to
install Atrium SSO.  Also, OpenSSO doesn't provide a full Windows
Authentication implementation, which means users won't be able to use the
product in the majority of Windows environments (and there's no IIS front
end support either).

Further to that, the document states that BMC will not support the Windows
SSO component within OpenSSO, nor does support cover the OpenSSO project
as a whole so if users experience problems and BMC declare it an "issue
with OpenSSO", users have nowhere to go.

OpenSSO is not well documented and a huge hassle to configure/install,
hence there's a large up front cost in deploying the product.  Many
companies employ a team of people to manage the product.

Therefore, a lot of work is required on Atrium SSO before it meets the
needs of clients, is cost effective to install and is well supported by
BMC.

It is however good to see BMC recognising there's a problem with a lack of
SSO for the AR System, which I guess is why our SSO Plugin product is
proving so popular with BMC users :-)


John Baker
--
Java System Solutions
http://www.javasystemsolutions.com

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**
COMPUTACENTER PLC is registered in England and Wales with the registered number 
03110569.  Its registered office is at Hatfield Business Park, Hatfield Avenue, 
Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (UK) Limited is registered in England and Wales with the 
registered number 01584718.  Its registered office is at Hatfield Business 
Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the 
registered number 3434654. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (FMS) Limited is registered in England and Wales with the 
registered number 3798091. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW

The contents of this email are intended for the named addressee only.
It contains information which may be confidential and which may also be 
privileged.
Unless you are the named addressee (or authorised to receive mail for the 
addressee) you may not copy or use it, or disclose it to anyone else.
If you receive it in error please notify us immediately and then destroy it.
Computacenter information is available from: http://www.computacenter.com
**

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Re: SQL Database Replication

[Robert Molenda]

 We have a complete automated solution utilizing SSIS Scripts which will:

   1. 7zip the complete "last night full backup" of production
   2. FTP the compressed file to the target system (test / dev / etc)
   3. Uncompress the remote file
   4. shutdown remedy processes
   5. restore the database
   6. grant User Permissions (Restore removes the permissions for ARAdmin
   account)
   7. Updates the various remedy tables replacing the server name, etc
   (Configurable)
   8. Starts up remedy

This works quite well - including the logging of activities into a remedy
table in order to provide timing and alerting on success / failures...
The only "issues" are:

   1. Duration of / and sometimes failure of FTP - The SSIS Script can
   detect it can generate error to restart job - but unfortunately the systems
   don't support restartable FTP :(
   2. Target DB Size - you are transferring production of XX GB to DEV
   where really only foundation data only is needed
   3. Target DB Size - the nightly full backups of DEV / Test are now XX GB
   4. SQL Performance on DEV / TEST - since the DB is now HUGE - so the SQL
   Servers for Performance must be capable of supporting a huge database -
   Normally Dev / Test are a shared SQL environment because of the size and
   performance requirements

If you would like more information - please contact me directly
Robert Molenda - Principal Consultant - Infosys Technologies

(Note original message thread deleted because of "maximum size" by the list
server caused it to be rejected)

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Re: Schrödinger's Active Links on the Mid Ti er

[Pierson, Shawn]

Yes.  Both are on the same patch level.  Although I discovered something that 
may or may not be related.  In my testing environment which mirrors production, 
I had already installed ARS 7.5 Patch 5 for the Mid Tier.  This problem doesn’t 
occur there.  I’m thinking I may go ahead and take my chances with Patch 5 just 
for the Mid Tier to see if that addresses the problem, although I know that BMC 
issued a recall on that patch.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Tuesday, July 20, 2010 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Schrödinger's Active Links on the Mid Ti er

**
Just curious but is the ARS Server at the same version and patch level?

Joe

From: "Pierson, Shawn" 
To: arslist@ARSLIST.ORG
Sent: Tue, July 20, 2010 9:00:07 AM
Subject: Re: Schrödinger's Active Links on the Mid Tier

**
William,

Thanks for the response.  Actually, I don’t have a load balancer.  I basically 
have one application server and one mid tier.  I’ve seen something similar what 
you’ve described in another company I worked for, and it was because we were 
behind a load balancer with something like 20 mid tiers, and one of the mid 
tiers had an issue.

At this point I’m convinced that the error I am encountering is a bug in ARS 
7.5 patch 4.  To describe my issue from a development perspective, I have a 
form with two active links.  The users of the form are either in permission 
group A or permission group B.  There is an active link that will set the table 
field with the data for permission group A, which only that permission group 
has rights to.  There is also an active link that will set the table field with 
the data for permission group B, with only that group provided rights to run 
it.  Somehow, ARS on the Mid Tier seems to be ignoring the permissions of the 
active links and at random times various users in group A are running the 
active link for group B, despite not being in group B at all.

Based on this and many other bugs I’ve experienced with ARS 7.5, if I had a 
time machine I’d go back and tell myself not to upgrade at this time because 
it’s too buggy and unstable.  I’ve had numerous other issues that I was able to 
resolve, but it makes me wonder what else is waiting to be discovered.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union
5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Rentfrow
Sent: Monday, July 19, 2010 12:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Schrödinger's Active Links on the Mid Tier

**
This could actually be something else.

I had something very similar happen back in version 7.0 - and it ended up being 
tied to the "sticky' setting on a load balancer.  I would log in as user "A" 
but see user "B" in the logs, etc.

The fact that turning on mid-tier Active Link logging also forces the Remedy 
server to re-read the preference record, which may also force it to correct 
itself somehow since it's updating the active user's information.

If you're using a load balancer - check it out too.


William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Blog: www.williamrentfrow.com
O 715-592-5185
C 715-410-8056



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Friday, July 16, 2010 2:09 PM
To: arslist@ARSLIST.ORG
Subject: Schrödinger's Active Links on the Mid Tier
**
Ok folks, here is a weird one.  I am having an issue with a custom application 
that started after we upgraded the Mid Tier from 7.1 to 7.5 patch 4.

Basically, I have a console with a table field and an external qualification.  
That qualification is set on Window Open, and it is based on what permission 
group you are in.  If you are in the CS group, it should show CS tickets, if 
you are in the MH group, it should show MH tickets.  This works fine in most 
scenarios, except for the one that we normally operate in.  Here are the ways 
I’ve tested it:


1.   If I access the Mid Tier as the end user, I see the wrong group’s 
tickets.

2.   If I access the Windows User Tool as the end user, I see the correct 
group’s tickets.

3.   If I access the Mid Tier as the end user *with active link logging 
enabled*, I see the correct group’s tickets.

Granted, I am trying other ways of logging what is going on, but this sounds 
like a bug in the Mid Tier to me.  I’ve been able to reproduce this several 
times and have a ticket open with BMC Support, but I wanted to see if anyone 
else has run into issues like this before.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

Private and confidential as detailed 
here. If you cannot 

Re: ARS 6.3/Oracle 9 -to- ARS 7.5/Oracle 11g

[Rabi Tripathi]

Thank you all. I was trying to skip 10g, because setting up 10g is some work 
for our oracle folks, as we don't have 10g instances lying around. Now I am 
leaning towards going through 10g.

--- On Mon, 7/19/10,   
wrote:

From:  
Subject: Re: ARS 6.3/Oracle 9 -to- ARS 7.5/Oracle 11g
To: arslist@ARSLIST.ORG
Date: Monday, July 19, 2010, 12:49 AM

**



 
 






 



Hi
Tripathi, 

   

If
it's mentioned in the product manual about the compatibility, then its there
for some reason, you might or might not get problems while installation. 

   

We
were trying something similar upgrading 6.3/9i >> upgrade database to 10g
>>upgrade ARS 6.3 to 7.1>>upgrade 7.1 to 7.5, but up-gradation
failed while going to 7.5, 10g upgrade should not take more time so don’t
skip any steps in your up gradation activity. Go through the release notes or
installation guides of ARS for each version and document the steps that you
need to take care for ARS up-gradation as well as database specific settings
you need to do and then start up-gradation. 

   

Few
things that you need to take care is that no duplicate user profile entries in
user form 

If
there are any customizations done on user and group forms then you will have
issues with the views of the user and group forms once you upgrade to 7.1 

   

You
are attempting an ITSM up-gradation or custom application, if it is set of
custom applications then you can think of migration from 6.3 to 7.5 using remedy
migrator directly, all you need is setup of your new 7.5 environment. 

   

Regards, 

   

Prashanth
Bhagawat 

   

   

   

-Original
Message-

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi

Sent: Saturday, July 17, 2010 12:18 AM

To: arslist@ARSLIST.ORG

Subject: ARS 6.3/Oracle 9 -to- ARS 7.5/Oracle 11g

   

Hi
all, 

To
make the above switch, I am planning to first upgrade to Oracle 10g, then
upgrade ARS to 7.5, then upgrade Oracle to 11g.  

   

The
key fact being that Oracle 11g is not supported by ARs 6.3, but Oracle 10g is
supported by both ARS 6.3 and ARS 7.5. 

   

The
lazy in me is trying to find out if I can somehow skip 10g. To do so, I would
have to try ARS 7.5 with Oracle 9, or ARS 6.3 with Oracle 11g. I know these are
not supported combinations, but it doesn't mean I can't have them (especially
for the duration of the upgrade work). Anybody done it? 

   

ARS
(both 6.3 and future 7.5) and Oracle 9 are in Solaris. Oracle 10g, 11g will be
in Linux. 

   

Thanks
in advance. 

   

   

 
 

   

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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 
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Re: atrium SSO

[Guillaume Rheault]

Maybe BMC should consider acquiring Java Solution Systems  :^) 

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of John Baker [jba...@javasystemsolutions.com]
Sent: Tuesday, July 20, 2010 3:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: atrium SSO

David,

It is however a pity that one needs a degree in Computer Science to
install Atrium SSO.  Also, OpenSSO doesn't provide a full Windows
Authentication implementation, which means users won't be able to use the
product in the majority of Windows environments (and there's no IIS front
end support either).

Further to that, the document states that BMC will not support the Windows
SSO component within OpenSSO, nor does support cover the OpenSSO project
as a whole so if users experience problems and BMC declare it an "issue
with OpenSSO", users have nowhere to go.

OpenSSO is not well documented and a huge hassle to configure/install,
hence there's a large up front cost in deploying the product.  Many
companies employ a team of people to manage the product.

Therefore, a lot of work is required on Atrium SSO before it meets the
needs of clients, is cost effective to install and is well supported by
BMC.

It is however good to see BMC recognising there's a problem with a lack of
SSO for the AR System, which I guess is why our SSO Plugin product is
proving so popular with BMC users :-)


John Baker
--
Java System Solutions
http://www.javasystemsolutions.com

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Updating People Records issue

[Vianna Vianna]

Hello

We're using ITSM 7.5. We had an integration feeding our people records which 
corrupted a majority of them and overwrote them with some bad data.  One of the 
issues we had was the system modified the First name and Last name to all CAPS 
rather then proper case. We've since disconnected the external feed and I 
exported the people data, modified the First & last names to proper case and 
reimported it.  I suppose I should have made the change in the user form 
instead as now the people form and user form are inconsistent as the FULL NAME 
in the user form remains as all caps where as the first and last name in the 
People Record is now proper case.  I'm wondering if anybody can suggest how to 
correct this? Should I modify in the user form as well and are there any other 
forms feeding support group etc. that I should modify. Will that cause a 
problem for existing tickets that are assigned to people who's name is in 
different case? 

 

Any suggestions will be very appreciated.

 

Thanks


Vi
  
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Re: Schrödinger's Active Links on the Mid Ti er

[Joe DeSouza]

Just curious but is the ARS Server at the same version and patch level?

Joe



From: "Pierson, Shawn" 
To: arslist@ARSLIST.ORG
Sent: Tue, July 20, 2010 9:00:07 AM
Subject: Re: Schrödinger's Active Links on the Mid Tier

** 
William,
 
Thanks for the response.  Actually, I don’t have a load balancer.  I basically 
have one application server and one mid tier.  I’ve seen something similar what 
you’ve described in another company I worked for, and it was because we were 
behind a load balancer with something like 20 mid tiers, and one of the mid 
tiers had an issue.
 
At this point I’m convinced that the error I am encountering is a bug in ARS 
7.5 
patch 4.  To describe my issue from a development perspective, I have a form 
with two active links.  The users of the form are either in permission group A 
or permission group B.  There is an active link that will set the table field 
with the data for permission group A, which only that permission group has 
rights to.  There is also an active link that will set the table field with the 
data for permission group B, with only that group provided rights to run it.  
Somehow, ARS on the Mid Tier seems to be ignoring the permissions of the active 
links and at random times various users in group A are running the active link 
for group B, despite not being in group B at all.
 
Based on this and many other bugs I’ve experienced with ARS 7.5, if I had a 
time 
machine I’d go back and tell myself not to upgrade at this time because it’s 
too 
buggy and unstable.  I’ve had numerous other issues that I was able to resolve, 
but it makes me wonder what else is waiting to be discovered.
 
Thanks,
 
Shawn Pierson 
Remedy Developer | Southern Union
5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226
 
From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] 
On Behalf Of William Rentfrow
Sent: Monday, July 19, 2010 12:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Schrödinger's Active Links on the Mid Tier
 
** 
This could actually be something else.
 
I had something very similar happen back in version 7.0 - and it ended up being 
tied to the "sticky' setting on a load balancer.  I would log in as user "A" 
but 
see user "B" in the logs, etc.
 
The fact that turning on mid-tier Active Link logging also forces the Remedy 
server to re-read the preference record, which may also force it to correct 
itself somehow since it's updating the active user's information.
 
If you're using a load balancer - check it out too.
 
William Rentfrow 
Principal Consultant, StrataCom Inc. 
wrentf...@stratacominc.com 
Blog: www.williamrentfrow.com 
O 715-592-5185 
C 715-410-8056 
 
 



From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] 
On Behalf Of Pierson, Shawn
Sent: Friday, July 16, 2010 2:09 PM
To: arslist@ARSLIST.ORG
Subject: Schrödinger's Active Links on the Mid Tier
** 
Ok folks, here is a weird one.  I am having an issue with a custom application 
that started after we upgraded the Mid Tier from 7.1 to 7.5 patch 4.
 
Basically, I have a console with a table field and an external qualification.  
That qualification is set on Window Open, and it is based on what permission 
group you are in.  If you are in the CS group, it should show CS tickets, if 
you 
are in the MH group, it should show MH tickets.  This works fine in most 
scenarios, except for the one that we normally operate in.  Here are the ways 
I’ve tested it:
 
1.   If I access the Mid Tier as the end user, I see the wrong group’s 
tickets.
2.   If I access the Windows User Tool as the end user, I see the correct 
group’s tickets.
3.   If I access the Mid Tier as the end user *with active link logging 
enabled*, I see the correct group’s tickets.
 
Granted, I am trying other ways of logging what is going on, but this sounds 
like a bug in the Mid Tier to me.  I’ve been able to reproduce this several 
times and have a ticket open with BMC Support, but I wanted to see if anyone 
else has run into issues like this before.
 
Thanks,
 
Shawn Pierson
Remedy Developer | Southern Union
 
Private and confidential as detailed here. If you cannot access hyperlink, 
please e-mail sender.




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Re: Performance issues with BMC AR Server 7.1

[Joe DeSouza]

That depends on what really that Active Link does. What does it do? And what is 
the requirement around which you have built that AL?

Joe





From: Princy 
To: arslist@ARSLIST.ORG
Sent: Tue, July 20, 2010 6:22:17 AM
Subject: Re: Performance issues with BMC AR Server 7.1

hello,

Thanks for the reply.
We have an active link on Incident Management Console with an interval
of 1 min to refresh the incidents table in the console (Change Field
Action).
This could be one of the reasons for the performance degradation.

Can you please suggest any other alternative ways to achieve this
which wouldn't hit the performance?

Thanks

On Jun 21, 1:24 pm, "Walters, Mark"  wrote:
> I'd suggest that you need to try and break this problem down to look at it in 
>more detail - you're unlikely to find a single configuration setting that will 
>suddenly make the system perform acceptably.  
>
> Identify one or two key activities that you consider to be performing poorly 
> - 
>submitting an incident or running some other piece of workflow for example. 
> Enable server and client side logging and reproduce the problem several 
>times. 
> Review the logs and see where the time is being spent - it may be a 
>particular 
>piece of workflow or query that is taking a long time.
>
> It's interesting to note that admin users are not seeing the same issues.  
> The 
>most obvious difference is that admin users will not be subject to the 
>permission checking that ordinary users are.  Do you have a large number of 
>permission groups configured?
>
> The Optimizing and Troubleshooting manual has lots of information about how 
> to 
>debug performance issues.
>
> Mark
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
>[mailto:arsl...@arslist.org] On Behalf Of Princy
> Sent: 20 June 2010 19:23
> To: arsl...@arslist.org
> Subject: Performance issues with BMC AR Server 7.1
>
> Hi All,
>
> We are facing lot of performance issues with the Remedy Server, which is 
> making 
>it very slow to access.
> Found in other posts that the "Refresh On Entry Change" option if enabled is 
>the cause for most of the performance degradation issues.
>
> And on incidents form,  for most of the tables this option is enabled.
> Would like to know if disabling this option would increase the performance.
>
> Another issue we are facing is that few users (with Admin permissions) when 
>access the system, they find it fast.
> But other users like problem engineer/service desk user when access the 
> system, 
>it is very slow and unusable.
> Could some one please throw light on this issue?
>
>  Thanks.




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Re: About the installing problem

[Guillaume Rheault]

Minor correction...
Passwords are case sensitive in Oracle 11, that's a new feature.

Guillaume

From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Joe DeSouza [joe_rem...@yahoo.com]
Sent: Monday, July 19, 2010 4:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: About the installing problem

**
It really doesn't make a difference on Oracle. Oracle user name and passwords 
are case insensitive.. I think you specifically need to set them as case 
sensitive to override the default that they are not case sensitive..

Joe


From: LJ LongWing 
To: arslist@ARSLIST.ORG
Sent: Mon, July 19, 2010 11:26:11 AM
Subject: Re: About the installing problem

Honormine,
Remember that the default password is AR#Admin#, not ar#admin#

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of honormine
Sent: Saturday, July 17, 2010 11:26 PM
To: arslist@ARSLIST.ORG
Subject: About the installing problem

Today I wanted to reinstall the AR Server(which is installed before),while I
was installing ,the error it is:

For security reasons, your password will not be displayed.
What is your AR User Password for ARAdmin? [*]

I typed the password but the install process will not go on and stop there

I tested the sqlplus and conneted to the database and it showed all good.

SQL> conn aradmin/ar#adm...@itildb
Connected.

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Re: Schrödinger's Active Links on the Mid Tier

[Pierson, Shawn]

William,

Thanks for the response.  Actually, I don't have a load balancer.  I basically 
have one application server and one mid tier.  I've seen something similar what 
you've described in another company I worked for, and it was because we were 
behind a load balancer with something like 20 mid tiers, and one of the mid 
tiers had an issue.

At this point I'm convinced that the error I am encountering is a bug in ARS 
7.5 patch 4.  To describe my issue from a development perspective, I have a 
form with two active links.  The users of the form are either in permission 
group A or permission group B.  There is an active link that will set the table 
field with the data for permission group A, which only that permission group 
has rights to.  There is also an active link that will set the table field with 
the data for permission group B, with only that group provided rights to run 
it.  Somehow, ARS on the Mid Tier seems to be ignoring the permissions of the 
active links and at random times various users in group A are running the 
active link for group B, despite not being in group B at all.

Based on this and many other bugs I've experienced with ARS 7.5, if I had a 
time machine I'd go back and tell myself not to upgrade at this time because 
it's too buggy and unstable.  I've had numerous other issues that I was able to 
resolve, but it makes me wonder what else is waiting to be discovered.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union
5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Rentfrow
Sent: Monday, July 19, 2010 12:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Schrödinger's Active Links on the Mid Tier

**
This could actually be something else.

I had something very similar happen back in version 7.0 - and it ended up being 
tied to the "sticky' setting on a load balancer.  I would log in as user "A" 
but see user "B" in the logs, etc.

The fact that turning on mid-tier Active Link logging also forces the Remedy 
server to re-read the preference record, which may also force it to correct 
itself somehow since it's updating the active user's information.

If you're using a load balancer - check it out too.


William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Blog: www.williamrentfrow.com
O 715-592-5185
C 715-410-8056



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Friday, July 16, 2010 2:09 PM
To: arslist@ARSLIST.ORG
Subject: Schrödinger's Active Links on the Mid Tier
**
Ok folks, here is a weird one.  I am having an issue with a custom application 
that started after we upgraded the Mid Tier from 7.1 to 7.5 patch 4.

Basically, I have a console with a table field and an external qualification.  
That qualification is set on Window Open, and it is based on what permission 
group you are in.  If you are in the CS group, it should show CS tickets, if 
you are in the MH group, it should show MH tickets.  This works fine in most 
scenarios, except for the one that we normally operate in.  Here are the ways 
I've tested it:


1.   If I access the Mid Tier as the end user, I see the wrong group's 
tickets.

2.   If I access the Windows User Tool as the end user, I see the correct 
group's tickets.

3.   If I access the Mid Tier as the end user *with active link logging 
enabled*, I see the correct group's tickets.

Granted, I am trying other ways of logging what is going on, but this sounds 
like a bug in the Mid Tier to me.  I've been able to reproduce this several 
times and have a ticket open with BMC Support, but I wanted to see if anyone 
else has run into issues like this before.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

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Re: Performance issues with BMC AR Server 7.1

[Mahendra Mahalkar]

Princy,
Performance optimization of ARS include lot of parameters, below are the few
of them which you can try.
You can go for the configuration of the list & fast threads along with the
private queues.
Analyze the SQL logs & confirm which SQL queries are taking time.
Configure the server for qualified searches only.
Indexing major tables which always come in more searches is a prime one.
Check out for QBE searches in field properties.
Set field actions while opening a child form which generally produces  the
white screen while fetching the data from the parent form.
Cache files on the client desktops (delete *.arf & *.arv files) may be for
few clients.
Hope this helps.

Cheers,
Mahendra Mahalkar



On Tue, Jul 20, 2010 at 3:52 PM, Princy  wrote:

> hello,
>
> Thanks for the reply.
> We have an active link on Incident Management Console with an interval
> of 1 min to refresh the incidents table in the console (Change Field
> Action).
> This could be one of the reasons for the performance degradation.
>
> Can you please suggest any other alternative ways to achieve this
> which wouldn't hit the performance?
>
> Thanks
>
> On Jun 21, 1:24 pm, "Walters, Mark"  wrote:
> > I'd suggest that you need to try and break this problem down to look at
> it in more detail - you're unlikely to find a single configuration setting
> that will suddenly make the system perform acceptably.
> >
> > Identify one or two key activities that you consider to be performing
> poorly - submitting an incident or running some other piece of workflow for
> example.  Enable server and client side logging and reproduce the problem
> several times.  Review the logs and see where the time is being spent - it
> may be a particular piece of workflow or query that is taking a long time.
> >
> > It's interesting to note that admin users are not seeing the same issues.
>  The most obvious difference is that admin users will not be subject to the
> permission checking that ordinary users are.  Do you have a large number of
> permission groups configured?
> >
> > The Optimizing and Troubleshooting manual has lots of information about
> how to debug performance issues.
> >
> > Mark
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Princy
> > Sent: 20 June 2010 19:23
> > To: arsl...@arslist.org
> > Subject: Performance issues with BMC AR Server 7.1
> >
> > Hi All,
> >
> > We are facing lot of performance issues with the Remedy Server, which is
> making it very slow to access.
> > Found in other posts that the "Refresh On Entry Change" option if enabled
> is the cause for most of the performance degradation issues.
> >
> > And on incidents form,  for most of the tables this option is enabled.
> > Would like to know if disabling this option would increase the
> performance.
> >
> > Another issue we are facing is that few users (with Admin permissions)
> when access the system, they find it fast.
> > But other users like problem engineer/service desk user when access the
> system, it is very slow and unusable.
> > Could some one please throw light on this issue?
> >
> >  Thanks.
> >
> >
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> >
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Re: Performance issues with BMC AR Server 7.1

[Princy]

hello,

Thanks for the reply.
We have an active link on Incident Management Console with an interval
of 1 min to refresh the incidents table in the console (Change Field
Action).
This could be one of the reasons for the performance degradation.

Can you please suggest any other alternative ways to achieve this
which wouldn't hit the performance?

Thanks

On Jun 21, 1:24 pm, "Walters, Mark"  wrote:
> I'd suggest that you need to try and break this problem down to look at it in 
> more detail - you're unlikely to find a single configuration setting that 
> will suddenly make the system perform acceptably.  
>
> Identify one or two key activities that you consider to be performing poorly 
> - submitting an incident or running some other piece of workflow for example. 
>  Enable server and client side logging and reproduce the problem several 
> times.  Review the logs and see where the time is being spent - it may be a 
> particular piece of workflow or query that is taking a long time.
>
> It's interesting to note that admin users are not seeing the same issues.  
> The most obvious difference is that admin users will not be subject to the 
> permission checking that ordinary users are.  Do you have a large number of 
> permission groups configured?
>
> The Optimizing and Troubleshooting manual has lots of information about how 
> to debug performance issues.
>
> Mark
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Princy
> Sent: 20 June 2010 19:23
> To: arsl...@arslist.org
> Subject: Performance issues with BMC AR Server 7.1
>
> Hi All,
>
> We are facing lot of performance issues with the Remedy Server, which is 
> making it very slow to access.
> Found in other posts that the "Refresh On Entry Change" option if enabled is 
> the cause for most of the performance degradation issues.
>
> And on incidents form,  for most of the tables this option is enabled.
> Would like to know if disabling this option would increase the performance.
>
> Another issue we are facing is that few users (with Admin permissions) when 
> access the system, they find it fast.
> But other users like problem engineer/service desk user when access the 
> system, it is very slow and unusable.
> Could some one please throw light on this issue?
>
>  Thanks.
>
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Re: atrium SSO

[John Baker]

David,

It is however a pity that one needs a degree in Computer Science to
install Atrium SSO.  Also, OpenSSO doesn't provide a full Windows
Authentication implementation, which means users won't be able to use the
product in the majority of Windows environments (and there's no IIS front
end support either).

Further to that, the document states that BMC will not support the Windows
SSO component within OpenSSO, nor does support cover the OpenSSO project
as a whole so if users experience problems and BMC declare it an "issue
with OpenSSO", users have nowhere to go.

OpenSSO is not well documented and a huge hassle to configure/install,
hence there's a large up front cost in deploying the product.  Many
companies employ a team of people to manage the product.

Therefore, a lot of work is required on Atrium SSO before it meets the
needs of clients, is cost effective to install and is well supported by
BMC.

It is however good to see BMC recognising there's a problem with a lack of
SSO for the AR System, which I guess is why our SSO Plugin product is
proving so popular with BMC users :-)


John Baker
-- 
Java System Solutions
http://www.javasystemsolutions.com

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