Re: Remedy 7.6 OOB Modify Web Service

[Kali Obsum]

When calling the HPD_Modify service, all the fields should be submitted
in the request or else the original values will be overwritten. There is
a field called Resolution Method which is not returned when we call a
get, but is required when we call the modify service. Because we don't
know the original value of this field, when the modify service is
called, the original value of this field will be lost/overwritten 
 
Regards,
Kali
 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Sam Rx
Sent: Thursday, 18 November 2010 9:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 7.6 OOB Modify Web Service


** 
Kali,
   This is a feature of SoapUI.. "?" indicates that its expecting
some value. If you don't specify any value it would update the values
with "?".
 
If you open the same wsdl in SoapSonar or other utility you would not
see "?"
 
Thanks,
Sam


 
On Thu, Nov 18, 2010 at 5:14 PM, Kali Obsum 
wrote:


** 
Yup, we're using SoapUI to test. We tried deleting the fields
that we don't want to update but it gives an error when you run it.
 
Regards,
Kali
 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of David Sanders
Sent: Thursday, 18 November 2010 7:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 7.6 OOB Modify Web Service


** 

Hi Kali

 

Are you sure?  That sounds unlikely.  

 

I don't have the application to look at, but let me guess.  Are
you using SoapUI or something similar to test the web service?  If so,
it generates a sample request for you and populates all the elements
with a "?".  You should replace these with your data, or delete them if
not needed.  These values are not generated by the published web
service.

 

HTH

 

David Sanders

Solution Architect

Enterprise Service Suite @ Work / e-ServiceSuite 

 

tel +44 1494 468980

mobile +44 7710 377761

email david.sand...@westoverconsulting.co.uk

 

web  http://www.westoverconsulting.co.uk
 

 

http://www.e-servicesuite.co.uk
 

 



  

ITIL - SaaS - On Premise

 





From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kali Obsum
Sent: Thursday, November 18, 2010 9:21 AM
To: arslist@ARSLIST.ORG
Subject: Remedy 7.6 OOB Modify Web Service

 

Hi,

 

We noticed that in the OOB Modify Web Services of ARS Server
7.6, if you don't specify a value, it defaults to "?", which then
modifies the field values in the form to "?" even if you don't want to
update that field. Is there a solution/workaround for this?

 

Regards,

Kali

 

NOTICE 

The information contained in this email is confidential. If you
are not the intended recipient, you must not disclose or use the
information in this email in any way. If you received it in error,
please tell us immediately by return email and delete the document. We
do not guarantee the integrity of any e-mails or attached files and are
not responsible for any changes made to them by any other person.

 

_attend WWRUG11 www.wwrug.com   ARSlist:
"Where the Answers Are"_ _attend WWRUG11 www.wwrug.com
  ARSlist: "Where the Answers Are"_
_attend WWRUG11 www.wwrug.com   ARSlist:
"Where the Answers Are"_ 


_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: JDK Issue on Mid Tier

[Joe Martin D'Souza]

Tail the mt_install.log, and that log file may show you why its failing. It may 
give you a clue as to what JDK related file or directory it expects, and you 
could then create symbolic links to those.


Joe

From: Frank Caruso 
Sent: Thursday, November 18, 2010 6:17 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: JDK Issue on Mid Tier

** Which would be easy to do if I knew exactly what it is looking for? In 
classic Remedy fashion it does not like what it sees, tells you it doesn't like 
it but not why! (Sorry, needed to vent for a second). 



On Thu, Nov 18, 2010 at 4:40 PM, Joe Martin D'Souza  wrote:

  ** 
  I remember having this issue as well.. Rick was on the right track. Only 
since its unix, you would need to create symbolic links to the files it does 
not find, in the place that it expects to find them..

  Cheers

  Joe

  From: Rick Cook 
  Sent: Thursday, November 18, 2010 4:36 PM
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Subject: Re: JDK Issue on Mid Tier

  ** 
  Oops.  Guess I should read before I post next time.  

  Rick

  On Nov 18, 2010 3:33 PM, "patrick zandi"  wrote:
  > I thought it was JDK patch plus JRE folder..
  > 
  > 
  > On Thu, Nov 18, 2010 at 4:03 PM, Frank Caruso wrote:
  > 
  >> Solaris 10
  >> JDK 1.5.0_20
  >>
  >> Having issue where installer will not accept the path I give it to the JDK.
  >> I have tried every possible combination but it still fails. It does accept
  >> the JRE path.
  >>
  >> Do I have to use JDK 12?
  >>
  >> Thank you
  >>
  >> Frank

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: JDK Issue on Mid Tier

[Frank Caruso]

Which would be easy to do if I knew exactly what it is looking for? In
classic Remedy fashion it does not like what it sees, tells you it doesn't
like it but not why! (Sorry, needed to vent for a second).


On Thu, Nov 18, 2010 at 4:40 PM, Joe Martin D'Souza wrote:

> **
>  I remember having this issue as well.. Rick was on the right track. Only
> since its unix, you would need to create symbolic links to the files it does
> not find, in the place that it expects to find them..
>
> Cheers
>
> Joe
>
>  *From:* Rick Cook 
> *Sent:* Thursday, November 18, 2010 4:36 PM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: JDK Issue on Mid Tier
>
> **
>
> Oops.  Guess I should read before I post next time.  
>
> Rick
> On Nov 18, 2010 3:33 PM, "patrick zandi"  wrote:
> > I thought it was JDK patch plus JRE folder..
> >
> >
> > On Thu, Nov 18, 2010 at 4:03 PM, Frank Caruso  >wrote:
> >
> >> Solaris 10
> >> JDK 1.5.0_20
> >>
> >> Having issue where installer will not accept the path I give it to the
> JDK.
> >> I have tried every possible combination but it still fails. It does
> accept
> >> the JRE path.
> >>
> >> Do I have to use JDK 12?
> >>
> >> Thank you
> >>
> >> Frank
> >>
> >>
> >>
> ___
> >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> >> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> >>
> >
> >
> >
> > --
> > Patrick Zandi
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: $Request ID$ info in body but not in subject of email

[Pierson, Shawn]

We a similar issue, and it's not just related to the $Request ID$ field but any 
variables you may pass to the Subject line come across as null.  BMC had no 
solution for this so I rewrote the subject lines of my emails to where you 
wouldn't easily be able to tell, e.g. changing "$Firstname$ $Lastname$ is 
requesting a new username" to "New user request $Firstname$ $Lastname$".  
Hopefully BMC releases a patch for this soon.  I've tried everything from 
recreating my Filters from scratch to using other fields, to trying to trigger 
emails from various types of interactions with records (e.g. Create vs. Modify) 
and I can't detect a specific pattern to it.  I'm on 7.5 Patch 4 in production 
and Patch 6 in development, and it still happens in both environments 
consistently.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sharon Menachem
Sent: Thursday, November 18, 2010 1:49 PM
To: arslist@ARSLIST.ORG
Subject: $Request ID$ info in body but not in subject of email

**
Hi All,

7.5 patch 3 no ITSM

I have some outgoing emails that are set up with the $Request ID$ both in the 
subject and body of the email.

Only the prefix of the Request Id appears in the subject, but not the numbers, 
and yet the complete correct request id appears in the body of the same email.

Anyone?

Thanks,

Sharon

_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Sending an attachment with an html template email

[Reiser, John J]

Hello Listers,
ARS 7.1.0 Patch 4
MS SQL2005
I'm trying to set up a Notification action that sends an email ( formatted with 
an HMTL Template) with a PDF attachment.
The form used in the Escalation has an attachment pool with a single attachment 
field.
I was hoping to send a nice looking HTML formatted email and the file stored in 
the attachment field.
If I remove the template the attachment file gets sent.
If I have a template (HTML) the attachment is missing.
All fields and the form are Public.
All fields are added to the email message under Fields | Include Fields | All  .
I'm even sending it to my admin account name instead of an email address so the 
notify action can resolve the permissions for the account.
Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: JDK Issue on Mid Tier

[Joe Martin D'Souza]

I remember having this issue as well.. Rick was on the right track. Only since 
its unix, you would need to create symbolic links to the files it does not 
find, in the place that it expects to find them..

Cheers

Joe

From: Rick Cook 
Sent: Thursday, November 18, 2010 4:36 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: JDK Issue on Mid Tier

** 
Oops.  Guess I should read before I post next time.  

Rick

On Nov 18, 2010 3:33 PM, "patrick zandi"  wrote:
> I thought it was JDK patch plus JRE folder..
> 
> 
> On Thu, Nov 18, 2010 at 4:03 PM, Frank Caruso wrote:
> 
>> Solaris 10
>> JDK 1.5.0_20
>>
>> Having issue where installer will not accept the path I give it to the JDK.
>> I have tried every possible combination but it still fails. It does accept
>> the JRE path.
>>
>> Do I have to use JDK 12?
>>
>> Thank you
>>
>> Frank
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>>
> 
> 
> 
> -- 
> Patrick Zandi

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: JDK Issue on Mid Tier

[Rick Cook]

Oops.  Guess I should read before I post next time.  

Rick
On Nov 18, 2010 3:33 PM, "patrick zandi"  wrote:
> I thought it was JDK patch plus JRE folder..
>
>
> On Thu, Nov 18, 2010 at 4:03 PM, Frank Caruso wrote:
>
>> Solaris 10
>> JDK 1.5.0_20
>>
>> Having issue where installer will not accept the path I give it to the
JDK.
>> I have tried every possible combination but it still fails. It does
accept
>> the JRE path.
>>
>> Do I have to use JDK 12?
>>
>> Thank you
>>
>> Frank
>>
>>
>>
___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>>
>
>
>
> --
> Patrick Zandi
>
>
___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: JDK Issue on Mid Tier

[patrick zandi]

I thought it was JDK patch plus JRE folder..


On Thu, Nov 18, 2010 at 4:03 PM, Frank Caruso wrote:

> Solaris 10
> JDK 1.5.0_20
>
> Having issue where installer will not accept the path I give it to the JDK.
> I have tried every possible combination but it still fails. It does accept
> the JRE path.
>
> Do I have to use JDK 12?
>
> Thank you
>
> Frank
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>



-- 
Patrick Zandi

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: JDK Issue on Mid Tier

[Frank Caruso]

That's what I thought too but appreciated the reply just the same n



On Nov 18, 2010, at 4:16 PM, Jarl Grøneng  wrote:

> There is no registry in SunOS10 as my knowledge :)
> 
> --
> J
> 
> 2010/11/18 Rick Cook :
>> **
>> One of the 1.5 installers for Java put incorrect location references in the
>> Registry.  Check that first - there should be a KB for that.
>> 
>> Rick
>> On Thu, Nov 18, 2010 at 9:03 PM, Frank Caruso 
>> wrote:
>>> 
>>> Solaris 10
>>> JDK 1.5.0_20
>>> 
>>> Having issue where installer will not accept the path I give it to the
>>> JDK. I have tried every possible combination but it still fails. It does
>>> accept the JRE path.
>>> 
>>> Do I have to use JDK 12?
>>> 
>>> Thank you
>>> 
>>> Frank
>>> 
>>> 
>>> ___
>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>> 
>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: JDK Issue on Mid Tier

[Jarl Grøneng]

There is no registry in SunOS10 as my knowledge :)

--
J

2010/11/18 Rick Cook :
> **
> One of the 1.5 installers for Java put incorrect location references in the
> Registry.  Check that first - there should be a KB for that.
>
> Rick
> On Thu, Nov 18, 2010 at 9:03 PM, Frank Caruso 
> wrote:
>>
>> Solaris 10
>> JDK 1.5.0_20
>>
>> Having issue where installer will not accept the path I give it to the
>> JDK. I have tried every possible combination but it still fails. It does
>> accept the JRE path.
>>
>> Do I have to use JDK 12?
>>
>> Thank you
>>
>> Frank
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: JDK Issue on Mid Tier

[Rick Cook]

One of the 1.5 installers for Java put incorrect location references in the
Registry.  Check that first - there should be a KB for that.

Rick
On Thu, Nov 18, 2010 at 9:03 PM, Frank Caruso wrote:

> Solaris 10
> JDK 1.5.0_20
>
> Having issue where installer will not accept the path I give it to the JDK.
> I have tried every possible combination but it still fails. It does accept
> the JRE path.
>
> Do I have to use JDK 12?
>
> Thank you
>
> Frank
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

JDK Issue on Mid Tier

[Frank Caruso]

Solaris 10
JDK 1.5.0_20

Having issue where installer will not accept the path I give it to the JDK. I 
have tried every possible combination but it still fails. It does accept the 
JRE path. 

Do I have to use JDK 12?

Thank you

Frank

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: Threads - Overview Console, SRM, Plugin loopback

[Misi Mladoniczky]

Hi,

If the Plugin-call comes from a Fast-thread, and the Plugin-callback goes
to a Fast-thread, you will actually tie up two threads in one
User-API-call.

I would just increase the total number of Fast-threads instead of
reserving a new group. At least if you have enough resource in your system
to get rid of most situations where calls are queued.

If not, you may benefit from having very few threads for the
Plugin-callback, as this would tie up less threads total.

Example A: 6 fast-threads, 2 plugin-callback-threads (totaling 8)
4 users doing the Plugin-call would tie up 4 fast-threads and 2
plugin-callback threads, leaving 2 fast-threads for other users to use.

Example B: 8 fast-threads (totaling 8)
4 users doing the Plugin-call would tie up 4 fast-threads plus the other 4
fast-threads when doing the callback. This would leave ZERO threads for
other users.

In example A, users doing the plugin-calls would take longer to complete,
but other users would be less impacted.

I suggest that you do a measurement of how many of your calls are queued.
The old recommendation is to make sure that less than 10% of your
API-calls are queued...

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

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Hi,
>
> Once again I come to ARSlist for guidance.  I cannot say how much I
> appreciate all you Remedy experts.
>
> Anyway,
> Our environment is ARS 7.1 patch 3, ITSM 7.0.3, SRM 2.1 and SLM 7.1
> patch 2
> I've noticed that Overview Console loading uses up a lot of SQL time
> (Profiler shows lots of time in overview console)
> I'm pretty sure as the records grow, Overview Console is built
> inefficiently.  I can see a lot of LIKE qualifications in the query.
> But i'm no expert if any of this so I could be reading it wrong.
>
> Now we have 50 support staff constantly loading Overview Console to
> look for tickets and I figure that is causing unnecessary load on the
> sql server.
>
> Also we have fast threads as 6/6 and list as 10/10.
> Seems like all overview, SRM workflow go through the fast thread.  So
> I'm guessing a lot of actions are queued up waiting for threads to
> free up.
>
> Will a CAI plugin registry private thread of 4/4 help with spreading
> the workflow around?
>
> What does the plugin loopback RPC thread do? What applications use
> that?
>
> Should I decrease the plugin loopback from 2/2 to 1/1?
>
> I just want things to be running as efficiently as possible.  But for
> some reason SRM 2.1 seems to be throwing monkey wrenches into
> everything.
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: ARS 7.5 patch 5 upgrade

[Rick Cook]

Thanks, LJ.  We will probably go to patch 7 directly from 5.  BMC says they
haven't seen any problems doing that.

Rick
On Nov 18, 2010 10:09 AM, "LJ LongWing"  wrote:
> Rick..I installed Patch 5 (first one), then second one, then 6, all in our
> Dev environment in prep for Prod.I didn't see any adverse affects.other
than
> a large number of log files in the DB folder from the errant code in patch
> 5.
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Rick Cook
> Sent: Thursday, November 18, 2010 8:49 AM
> To: arslist@ARSLIST.ORG
> Subject: ARS 7.5 patch 5 upgrade
>
>
>
> **
>
> For those of you who were unfortunate enough to have installed AR System
7.5
> patch 5 prior to it being pulled, did anyone who upgraded from there to
> patch 6 or 7 continue to have problems sourced in patch 5? We're trying to
> avoid a re-installation if we can help it with a minimum of risk, and to
> what (if any) extent a clean install would provide a more stable system
than
> a patch upgrade.
>
>
>
> Rick
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

$Request ID$ info in body but not in subject of email

[Sharon Menachem]

Hi All,

7.5 patch 3 no ITSM

I have some outgoing emails that are set up with the $Request ID$ both in the 
subject and body of the email.

Only the prefix of the Request Id appears in the subject, but not the numbers, 
and yet the complete correct request id appears in the body of the same email.

Anyone?

Thanks,

Sharon


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Problems with 7.5 User tool on 7.0.3 ITSM?

[sphilben]

**
Listers, 
 
Anyone else trying to upgrade your Remedy system in the following way?
 
We have ARS 7.1 p007 and want to upgrade to 7.5 p007. We are also running ITSM 7.0.03 p009.
 
When we upgraded only our DEV box to ARS 7.5 we noticed that pushing the "View" button under the "Tasks and Task Groups" table on the Tasks tab in Incident didn't show us the Tasks listed in the table. It didn't do anything.
 
Further digging revealed that there was a problem with Acitve Link INT:HPDTMS:INC:ViewTaskSetup1 .
 

7.1 User acted like this:
 
 Checking INT:HPDTMS:INC:ViewTaskSetup1 (10)
 -> Passed qualification -- perform if actions
  0: Set Fields
 
 Task or Task Group (10003002) = 0
 z1D_Task instance Id (10003005) = TM002481FFA53Ao9TjTAa0-MIwpl4D
 Checking INT:HPDTMS:INC:ViewTaskSetup2 (11)
 -> Passed qualification -- perform if actions
  0: Set Fields
 
 z1G_TaskViewPreference (1713900) = 10
  1: Call Guide
    Guide: INT:HPDTMS:INC:ViewTaskorTaskGroup
 Starting Guide: INT:HPDTMS:INC:ViewTaskorTaskGroup
 Checking INT:HPDTMS:INC:ViewTask_InitField (1)
 -> Passed qualification -- perform if actions
  0: Set Fields
 
 z1D_Task Read Only (301781800) = ""
 z1D Char01 (100058) = ""
 z1D Char02 (100066) = ""

 
7.5 User tool acted like this:
 
 Checking INT:HPDTMS:INC:ViewTaskSetup1 (10)
 -> Passed qualification -- perform if actions
  0: Set Fields
 
 Task or Task Group (10003002) = ""
 z1D_Task instance Id (10003005) = TM002481FFA53Ao9TjTAa0-MIwpl4D
 Checking INT:HPDTMS:INC:ViewTaskSetup2 (11)
 -> Failed qualification
 
As you can see, the 7.1 user tool sets the “Task or Task Group (10003002)” field to 0 while the 7.5 tool sets it to NULL. The 0 is fine since the follow-on Active link is looking for something non-NULL and continues on to open the Task. A NULL value stops the ALs cold.
 
The 7.6 User tool was no better, btw.
 
But, when we tried the same thing with our UPGRADED ITSM 7.6 p001 and ARS 7.5 server we got this:
 
 Checking INT:HPDTMS:INC:ViewTaskSetup1 (10)
 -> Passed qualification -- perform if actions
  0: Set Fields
 
 z1D Char01 (100058) = Task
  1: Set Fields
 
 Task or Task Group (10003002) = 0
 z1D_Task instance Id (10003005) = TM0050569E0C3BkB_kTApHIyAQul4A
  2: Set Fields
 
 z1D Char01 (100058) = ""
 Checking INT:HPDTMS:INC:ViewTaskSetup1_VUI=SDView (10)
 -> Failed qualification
 Checking INT:HPDTMS:INC:ViewTaskSetup2 (11)
 -> Passed qualification -- perform if actions
  0: Set Fields
 
 z1G_TaskViewPreference (1713900) = 10
  1: Call Guide

 
In the above you can see that BMC added a new Set Fields action that copies “Task” to the “z1D Char01” field and then they push that data to the “Task or Task Group “ field. 

What kind of nonsense is this? Is the 7.5/7.6 User tool compatible with ITSM 7.0.03 or not? The compatibility matrix says yes, the above says no.
Anyone else see similar things happening? I now think I can't upgrade the server until I am ready to upgrade the apps to go with it._attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_

Re: Remedy OnDemand - SaaS platform discussion

[Jarl Grøneng]

2010/11/17 Carey Matthew Black :
>
> I also think that BMC could be able to offer a similar "skeleton" web
> service that would allow for asynchronous processing too. (Pass out a
> transaction key that the customer side would later login to their ARS
> and pass back the results when their code finishes to resume the
> processing on the ARS side..)

Asynchronous processing  will be added in a future release .
(as usual, Doug M could not give any furter release information...)


Doing asynchronous processing today using the CAI plugin interface.

--
J

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Threads - Overview Console, SRM, Plugin loopback

[remedy lee]

Hi,

Once again I come to ARSlist for guidance.  I cannot say how much I
appreciate all you Remedy experts.

Anyway,
Our environment is ARS 7.1 patch 3, ITSM 7.0.3, SRM 2.1 and SLM 7.1
patch 2
I've noticed that Overview Console loading uses up a lot of SQL time
(Profiler shows lots of time in overview console)
I'm pretty sure as the records grow, Overview Console is built
inefficiently.  I can see a lot of LIKE qualifications in the query.
But i'm no expert if any of this so I could be reading it wrong.

Now we have 50 support staff constantly loading Overview Console to
look for tickets and I figure that is causing unnecessary load on the
sql server.

Also we have fast threads as 6/6 and list as 10/10.
Seems like all overview, SRM workflow go through the fast thread.  So
I'm guessing a lot of actions are queued up waiting for threads to
free up.

Will a CAI plugin registry private thread of 4/4 help with spreading
the workflow around?

What does the plugin loopback RPC thread do? What applications use
that?

Should I decrease the plugin loopback from 2/2 to 1/1?

I just want things to be running as efficiently as possible.  But for
some reason SRM 2.1 seems to be throwing monkey wrenches into
everything.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: ARS 7.5 patch 5 upgrade

[LJ LongWing]

Rick..I installed Patch 5 (first one), then second one, then 6, all in our
Dev environment in prep for Prod.I didn't see any adverse affects.other than
a large number of log files in the DB folder from the errant code in patch
5.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Thursday, November 18, 2010 8:49 AM
To: arslist@ARSLIST.ORG
Subject: ARS 7.5 patch 5 upgrade

 

** 

For those of you who were unfortunate enough to have installed AR System 7.5
patch 5 prior to it being pulled, did anyone who upgraded from there to
patch 6 or 7 continue to have problems sourced in patch 5?  We're trying to
avoid a re-installation if we can help it with a minimum of risk, and to
what (if any) extent a clean install would provide a more stable system than
a patch upgrade.

 

Rick

_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

ARS 7.5 patch 5 upgrade

[Rick Cook]

For those of you who were unfortunate enough to have installed AR System 7.5
patch 5 prior to it being pulled, did anyone who upgraded from there to
patch 6 or 7 continue to have problems sourced in patch 5?  We're trying to
avoid a re-installation if we can help it with a minimum of risk, and to
what (if any) extent a clean install would provide a more stable system than
a patch upgrade.

Rick

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: ARS Licenses

[LJ LongWing]

Agreed, it is something that needs to be fixed :)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug
Sent: Wednesday, November 17, 2010 8:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Licenses

LJ,

The Grant is a login and the Release is a logout.

If there is no release for Read just like others, it is a bug in the user
log
and we should be fixing it.  But, you will see that users disappear from the
"current user" list at the release timeframes I noted regardless of the type
of license.

doug 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ LongWing
Sent: Wednesday, November 17, 2010 6:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Licenses

Doug,
Regarding READ licenses
I see in the user.log file that you issue GRANT READ, but you never do any
sort of release activity for that...in fact GRANT READ isn't even listed as
a valid value in the user.log filenor is LOGIN or LOGOUT.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug
Sent: Wednesday, November 17, 2010 10:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Licenses

Folks,

To try and help clarify the situation here


Floating licenses are released:

1) Immediately whenever you logout of the system using a formal logout
2) Windows client -- immediately if you login as a different user as that
does
a logout of the first user and then a login of the new
3) Windows client -- whenever you exit the client normally
(I say exit normally because if you hard kill it or it crashes, that is
not
 a normal exit and I want to be REALLY clear)
4) Web client 7.5 or later -- within the configurable interval (generally
measured in seconds) after closing the last browser window of any
browser
windows opened by the mid-tier for the user  (pre 7.5, closing the
browser
did not do a logout)
5) API client -- make sure you call the ARTermination() API call as that is
the
logout call and releases immediately on that call
6) After the configured timeout interval (min 1 hour, default 2 hours) of no
API calls from the corresponding client where a license is held
7) If released by an Administrator (yes, an Admin can release a license but
there are restrictions about being able to release a license from a
given
user at most 1 time per license token release interval (min 1 hour,
default
2 hours -- the same timer as #6)

These are all the different ways that floating licenses (and in fact other
licenses too from a housekeeping perspective) are released.  You can see the
interaction and granting and releasing happening by turning on User logging.


About the Read (Floating) designation...  That indicates a user who is
present
in the system and is entitled to a Floating token but they have not done any
work yet so they don't hold a token at this time.  Any work they do will
immediately try and obtain a token and grab one if available.  But, they
don't
hold one at this time.

I hope this has been helpful.

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Danny Kellett
Sent: Wednesday, November 17, 2010 7:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Licenses

Hi,

I believe the lowest is an hour. So even if the user logs out after using
it for a minute, the system will free this back in 59 minutes.

There is an ar.conf setting License-Timeout but the min setting is an hour.
Regards
Danny

> Hi Listers,
>
> I have a few licensing questions.
>
> For how long is a floating license locked until another use can use
> it?
>
> Will the token be released when the user logs out?
>
> When the license manager shows a license (Read) Floating, does it mean
> another use can use it?
>
> How often can I assign a fixed license to another use?
>
>
> Mark
>
>

___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwru

Re: Remedy 7.6 OOB Modify Web Service

[Sam Rx]

Kali,
   This is a feature of SoapUI.. "?" indicates that its expecting some
value. If you don't specify any value it would update the values with "?".

If you open the same wsdl in SoapSonar or other utility you would not see
"?"

Thanks,
Sam



On Thu, Nov 18, 2010 at 5:14 PM, Kali Obsum wrote:

> **
> Yup, we're using SoapUI to test. We tried deleting the fields that we don't
> want to update but it gives an error when you run it.
>
> Regards,
> Kali
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *David Sanders
> *Sent:* Thursday, 18 November 2010 7:37 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Remedy 7.6 OOB Modify Web Service
>
>   **
>
> Hi Kali
>
>
>
> Are you sure?  That sounds unlikely.
>
>
>
> I don’t have the application to look at, but let me guess.  Are you using
> SoapUI or something similar to test the web service?  If so, it generates a
> sample request for you and populates all the elements with a “?”.  You
> should replace these with your data, or delete them if not needed.  These
> values are not generated by the published web service.
>
>
>
> HTH
>
>
>
> David Sanders
>
> Solution Architect
>
> *Enterprise** Service Suite @ Work / e-ServiceSuite** *
>
>
>
> tel +44 1494 468980
>
> mobile +44 7710 377761
>
> email david.sand...@westoverconsulting.co.uk
>
>
>
> web  http://www.westoverconsulting.co.uk
>
>
>
> http://www.e-servicesuite.co.uk
>
>
>
>
>
> 
>
> *ITIL – SaaS – On Premise*
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Kali Obsum
> *Sent:* Thursday, November 18, 2010 9:21 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Remedy 7.6 OOB Modify Web Service
>
>
>
> Hi,
>
>
>
> We noticed that in the OOB Modify Web Services of ARS Server 7.6, if you
> don't specify a value, it defaults to "?", which then modifies the field
> values in the form to "?" even if you don't want to update that field. Is
> there a solution/workaround for this?
>
>
>
> Regards,
>
> Kali
>
>
>
> NOTICE
>
> The information contained in this email is confidential. If you are not the
> intended recipient, you must not disclose or use the information in this
> email in any way. If you received it in error, please tell us immediately by
> return email and delete the document. We do not guarantee the integrity of
> any e-mails or attached files and are not responsible for any changes made
> to them by any other person.
>
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend
> WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: Remedy 7.6 OOB Modify Web Service

[Kali Obsum]

Yup, we're using SoapUI to test. We tried deleting the fields that we
don't want to update but it gives an error when you run it.
 
Regards,
Kali
 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of David Sanders
Sent: Thursday, 18 November 2010 7:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 7.6 OOB Modify Web Service


** 

Hi Kali

 

Are you sure?  That sounds unlikely.  

 

I don't have the application to look at, but let me guess.  Are you
using SoapUI or something similar to test the web service?  If so, it
generates a sample request for you and populates all the elements with a
"?".  You should replace these with your data, or delete them if not
needed.  These values are not generated by the published web service.

 

HTH

 

David Sanders

Solution Architect

Enterprise Service Suite @ Work / e-ServiceSuite 

 

tel +44 1494 468980

mobile +44 7710 377761

email david.sand...@westoverconsulting.co.uk

 

web  http://www.westoverconsulting.co.uk
 

 

http://www.e-servicesuite.co.uk
 

 



   

ITIL - SaaS - On Premise

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kali Obsum
Sent: Thursday, November 18, 2010 9:21 AM
To: arslist@ARSLIST.ORG
Subject: Remedy 7.6 OOB Modify Web Service

 

Hi,

 

We noticed that in the OOB Modify Web Services of ARS Server 7.6, if you
don't specify a value, it defaults to "?", which then modifies the field
values in the form to "?" even if you don't want to update that field.
Is there a solution/workaround for this?

 

Regards,

Kali

 

NOTICE 

The information contained in this email is confidential. If you are not
the intended recipient, you must not disclose or use the information in
this email in any way. If you received it in error, please tell us
immediately by return email and delete the document. We do not guarantee
the integrity of any e-mails or attached files and are not responsible
for any changes made to them by any other person.

 

_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend
WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
<>

Re: Remedy 7.6 OOB Modify Web Service

[David Sanders]

Hi Kali

 

Are you sure?  That sounds unlikely.  

 

I don't have the application to look at, but let me guess.  Are you using
SoapUI or something similar to test the web service?  If so, it generates a
sample request for you and populates all the elements with a "?".  You
should replace these with your data, or delete them if not needed.  These
values are not generated by the published web service.

 

HTH

 

David Sanders

Solution Architect

Enterprise Service Suite @ Work / e-ServiceSuite 

 

tel +44 1494 468980

mobile +44 7710 377761

email david.sand...@westoverconsulting.co.uk

 

web  http://www.westoverconsulting.co.uk
 

 

http://www.e-servicesuite.co.uk
 

 




  


ITIL - SaaS - On Premise

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kali Obsum
Sent: Thursday, November 18, 2010 9:21 AM
To: arslist@ARSLIST.ORG
Subject: Remedy 7.6 OOB Modify Web Service

 

Hi,

 

We noticed that in the OOB Modify Web Services of ARS Server 7.6, if you
don't specify a value, it defaults to "?", which then modifies the field
values in the form to "?" even if you don't want to update that field. Is
there a solution/workaround for this?

 

Regards,

Kali

 

NOTICE 

The information contained in this email is confidential. If you are not the
intended recipient, you must not disclose or use the information in this
email in any way. If you received it in error, please tell us immediately by
return email and delete the document. We do not guarantee the integrity of
any e-mails or attached files and are not responsible for any changes made
to them by any other person.

 

_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
<>

Re: Menu field ID error

[Jiang]

Hi Joe Martin D'Souza

Great, I will try.

2010-11-18



Jiang Xiaofeng
江晓峰

 -- 
From： Joe Martin D'Souza 
Date:   2010-11-18
Subject： Re: Menu field ID error 

This is a known error on Development Studio 7.5 patch 3 and below..

Two ways to get around it..

Method 1 (simple way)
Upgrade to Patch 4...

Method 2 (the more fun way)
If for whatever reasons you are not allowed to upgrade to Patch 3 because of 
limitations on what you can install and what you can’t, save the menu by 
choosing the second field that it finds offending from the current form when 
defining the menu.. Save the menu.. Export the menu after saving it in a XML 
definition file.. Open the definition file, and edit the definitions to the 
field from the other form. Import the menu in place..

Wallah.. it will work..

Joe


From: Jiang 
Sent: Wednesday, November 17, 2010 9:57 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Menu field ID error

Hello arslist,

I create a menu on ars7503, the qualificationn is field1 in the menu form 
equals field2 in the form using this menu. I use the database ID(such as 
$12345$) representing field2, but when field2's database ID not exist in menu 
form && not equals field1's database ID, I got an error or wrong result. 
Something drag me crazy is I have to use this menu twice in one form, and I can 
not set two fields in one form with a same database ID.

any solution for this?

2010-11-18



Jiang Xiaofeng
江晓峰

Re: Reconciliation Engine. How to compare two datasets before doing a Merge?

[Sergio Tomillero]

I wanted to say that my Reconciliation Engine version is 7.6.0
-- 
View this message in context: 
http://ars-action-request-system.1093659.n2.nabble.com/Reconciliation-Engine-How-to-compare-two-datasets-before-doing-a-Merge-tp5750987p5750995.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Reconciliation Engine. How to compare two datasets before doing a Merge?

[Sergio Tomillero]

Hello people,

I am using Reconciliation Engine 7.2.

What I prettend is having a preview about what would be the result of a
'Merge' activity from one (or more) datasets to another so I can choose if I
go on with the Merge or not.

I see in the official docs there is an activity named "Compare" that should
be used for this. I include it in the job, following the 'Identification'
action and before the 'Merge' one. 

The result is that the job is launched and does the three activities.
Compare does not show automatically any report and the merge activity is
executed. Once finished I can go to the activities results to see the
resport but this is not my goal. Also it compares the class of the source
dataset (limited by Qualification group), with all classes of the
destination dataset instead I limit it by the same class. 

What should be the appropiate way to do what I prettend? It is not possible
in the same job and I have to launch a previous one? It is not "Compare" the
appropiate way? 



Thanks & regards,
Sergio Tomillero 
-- 
View this message in context: 
http://ars-action-request-system.1093659.n2.nabble.com/Reconciliation-Engine-How-to-compare-two-datasets-before-doing-a-Merge-tp5750987p5750987.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Remedy 7.6 OOB Modify Web Service

[Kali Obsum]

Hi,
 
We noticed that in the OOB Modify Web Services of ARS Server 7.6, if you
don't specify a value, it defaults to "?", which then modifies the field
values in the form to "?" even if you don't want to update that field.
Is there a solution/workaround for this?
 
Regards,
Kali
 

NOTICE 
The information contained in this email is confidential. If you are not the 
intended recipient, you must not disclose or use the information in this email 
in any way. If you received it in error, please tell us immediately by return 
email and delete the document.  We do not guarantee the integrity of any 
e-mails or attached files and are not responsible for any changes made to them 
by any other person.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"