Re: ITSM upgrade
Hi, Can you share the defect no with me please? Thanks Francois From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of SriSamSri Appecherla Sent: Friday, January 21, 2011 9:51 AM To: arslist@ARSLIST.ORG Subject: ITSM upgrade ** Hi Listers, Just wondering if anybody was able to upgrade ITSM from 7.5 to 7.6.03. I had an issue while performing the upgrade. I raised it with BMC and they say it is a known issue and does not have a ready work around. So just wanted to know if anybody has really been able to upgrade. Regards, SriSamSri Appecherla Mobile# +91 991 610 6008 _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ DISCLAIMER: This email and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication represents the originator's personal views and opinions, which do not necessarily reflect those of Blue Turtle Technologies (Pty) Ltd. If you are not the original recipient or the person responsible for delivering the email to the intended recipient, be advised that you have received this email in error, and that any use, dissemination, forwarding, printing, or copying of this email is strictly prohibited. If you received this email in error, please immediately notify the sender. Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ITSM upgrade
Hi, could you better describe your issue? We are on ARS 6.01 and are planning to go either to ARS 7.5 first then upgrade to ITSM 7.6 or go straight forward to ITSM 7.6 Thanks Serouche On 21/01/2011 08:51, SriSamSri Appecherla wrote: ** Hi Listers, Just wondering if anybody was able to upgrade ITSM from 7.5 to 7.6.03. I had an issue while performing the upgrade. I raised it with BMC and they say it is a known issue and does not have a ready work around. So just wanted to know if anybody has really been able to upgrade. Regards, SriSamSri Appecherla Mobile# +91 991 610 6008 _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
Flashboards: Order by date in Developer Studio
Hi all!, I'm trying to order Flashboards in Developer Studio by date range, but I can't find the columns with this value (in forms, or filters/a.links is it possible) but in Flasboars nothing to do. I'm searching in developer preferences but I can't find something about that. Anybody know how to show (if any) this column?. Thank you very much in advance. Alberto ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: BMC Atrium Core Console ....... Sent Failed error
** Jason,Not specifically related to SSL, no. I *suspect* that our problem is related to the way our load balancer routes traffic to the midtier pools, which may be a unique case. Working with BMC to debug the beast, and I will try to remember to bring you up to speed when we get to a solution...DougOn Jan 19, 2011, at 11:58 AM, Jason Miller wrote:** Uh oh. Doug do you know of specific issues with using the console over SSL? We are just about to add SSL to the mix in the ITSM 7.6 environment we have been building. I played with it just a little over SSL and had seen this issue but figured it was a misconfiguration issue on my part because I just threw a cert and did some basic config to try it really quick. Gok's,Another thing to try is stop Tomcat and clear the contents of the PluginsCache directory (C:\Program Files\BMC Software\ARSystem\midtier\PluginsCache by default) and start Tomcat.Jason On Wed, Jan 19, 2011 at 7:52 AM, Doug Blair d...@blairing.com wrote: Gok's, We have seen this error too. Our configurations may not be the same (ours is unusual, load balancers and firewalls and such). Are you running SSL on the mid-tier(s)? Doug On Jan 18, 2011, at 8:04 PM, gok's wrote: Environment 7.5 Patch 04 DB - SQL Server 2008 SP 2 Hi all, when select the Atrium console from quick links it is throwing an error 'sent failed ' Authentication error as according in to Remedy Knowledge mng they mentioned me to restart the midtier which I did it didn't resolved the issue.can any one help me please. Thanks -- View this message in context: http://old.nabble.com/BMC-Atrium-Core-Console-...-Sent-Failed-error-tp30705467p30705467.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" Doug -- Doug Blair d...@blairing.com +1 224-558-5462 200 North Arlington Heights Road Arlington Heights, Illinois 60004 ___ 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" _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ Doug--Doug Blaird...@blairing.com+1 224-558-5462200 North Arlington Heights RoadArlington Heights, Illinois 60004 _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: BMC Atrium Core Console ....... Sent Failed error
Doug Blair wrote: Gok's, We have seen this error too. Our configurations may not be the same (ours is unusual, load balancers and firewalls and such). Are you running SSL on the mid-tier(s)? Doug On Jan 18, 2011, at 8:04 PM, gok's wrote: Environment 7.5 Patch 04 DB - SQL Server 2008 SP 2 Hi all, when select the Atrium console from quick links it is throwing an error 'sent failed ' Authentication error as according in to Remedy Knowledge mng they mentioned me to restart the midtier which I did it didn't resolved the issue.can any one help me please. Thanks -- View this message in context: http://old.nabble.com/BMC-Atrium-Core-Console-...-Sent-Failed-error-tp30705467p30705467.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 Doug -- Doug Blair d...@blairing.com +1 224-558-5462 200 North Arlington Heights Road Arlington Heights, Illinois 60004 ___ 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 -- View this message in context: http://old.nabble.com/BMC-Atrium-Core-Console-...-Sent-Failed-error-tp30705467p30728996.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
recomended number List and fast threads
Hi List, I know that this was discussed a few times. But I'm not sure what is the latest recommendation for the min/max number of the Fast and List threads. I'm running multiple stress tests for the 7.5 with the 16 CPUs, but is there any official recommendations? My users will be using both client and web interfaces and using most of the BMC applications. thanks, mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Approvals hanging up
When I (or anyone else) approves a change (ARS 7.5 p6 ITSM 7.6 p1) the change actually does get approved quickly, but the screen (web or client) doesn't return for the user doing the approvals. They eventually get a message about a timeout performing an operation to the DB (ARERR [94] Timeout during database query -- consider using more specific search criteria to narrow the results, and retry the operation : server). The SQL/API/Filter log for the client looks like this at the end: ACTL --1-- Stop active link processing - On Table Content Change CLAT /* Fri Jan 21 2011 12:33:19.2790 */+API call API TID: 1110919488 RPC ID: 358401 Queue: Fast Client-RPC: 390620USER: arramey /* Fri Jan 21 2011 12:33:19.2766 */+VFCARValidateFormCache -- form AP:PreviewInfo from Remedy User (protocol 14) at IP address server ip SQL TID: 1110919488 RPC ID: 358401 Queue: Fast Client-RPC: 390620USER: arramey /* Fri Jan 21 2011 12:33:19.3093 */SELECT charMenuId,name,version,smObjProp FROM char_menu WHERE timestamp 2147483640 ORDER BY 1 ASC SQL TID: 1110919488 RPC ID: 358401 Queue: Fast Client-RPC: 390620USER: arramey /* Fri Jan 21 2011 12:33:19.3106 */OK API TID: 1110919488 RPC ID: 358401 Queue: Fast Client-RPC: 390620USER: arramey /* Fri Jan 21 2011 12:33:19.3137 */-VFC OK CLAT /* Fri Jan 21 2011 12:33:19.3880 */-API call CLAT /* Fri Jan 21 2011 12:33:19.4980 */+API call While it is stuck. Has anyone else run across this? It doesn't happen in my development environment, just my UAT. The primary difference are the UAT DB is much bigger with more changes and more approval rules. Could that be it? Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: BMC Atrium Core Console ....... Sent Failed error
Dear all, We were confronted to the same issue. It was due to the reverse proxy in front of our internal midtier. The PreserveProxyHost must be set to Yes in the configuration of the proxy. Best regards, ARSmarts Support ARSmarts, your most useful AR System companion. www.ARSmarts.com On 21 Jan 2011, at 15:21, gok's wrote: Doug Blair wrote: Gok's, We have seen this error too. Our configurations may not be the same (ours is unusual, load balancers and firewalls and such). Are you running SSL on the mid-tier(s)? Doug On Jan 18, 2011, at 8:04 PM, gok's wrote: Environment 7.5 Patch 04 DB - SQL Server 2008 SP 2 Hi all, when select the Atrium console from quick links it is throwing an error 'sent failed ' Authentication error as according in to Remedy Knowledge mng they mentioned me to restart the midtier which I did it didn't resolved the issue.can any one help me please. Thanks -- View this message in context: http://old.nabble.com/BMC-Atrium-Core-Console-...-Sent-Failed-error-tp30705467p30705467.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 Doug -- Doug Blair d...@blairing.com +1 224-558-5462 200 North Arlington Heights Road Arlington Heights, Illinois 60004 ___ 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 -- View this message in context: http://old.nabble.com/BMC-Atrium-Core-Console-...-Sent-Failed-error-tp30705467p30728996.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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
help!!! MessageText: Required field cannot be reset to a NULL value AppendedText: InputDoc
For webmethod OpSet which only require two fields Request_ID and syncState, the name and type are correct, but failed : MessageType: 2 MessageNum: 326 MessageText: Required field cannot be reset to a NULL value AppendedText: InputDoc What is Message Type: 2? Does that mean C2 (Submitter field) which is already in the record? Not soure what is InputDoc? -- View this message in context: http://old.nabble.com/help%21%21%21-MessageText%3A-Required-field-cannot-be-reset-to-a-NULL-value-AppendedText%3A-InputDoc-tp30731109p30731109.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
Re: help!!! MessageText: Required field cannot be reset to a NULL value AppendedText: InputDoc
Hi, The 2 indicates an ERROR as opposed to 1 which is WARNING and 0 OK. The AppendText usually refers to a field in this case, at it says InputDoc... It can be a filter-push to some other form, but it could also be a bug. I have seen similar problems with opCreate. Maybe you the field you are trying to set has the wrong permission, or your user does not have access to the web-service? 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. For webmethod OpSet which only require two fields Request_ID and syncState, the name and type are correct, but failed : MessageType: 2 MessageNum: 326 MessageText: Required field cannot be reset to a NULL value AppendedText: InputDoc What is Message Type: 2? Does that mean C2 (Submitter field) which is already in the record? Not soure what is InputDoc? -- View this message in context: http://old.nabble.com/help%21%21%21-MessageText%3A-Required-field-cannot-be-reset-to-a-NULL-value-AppendedText%3A-InputDoc-tp30731109p30731109.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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: help!!! Message Text: Required field cannot be reset to a NULL value AppendedText: InputDoc
I believe Appended Text is the data that was rejected. In this case InputDoc. I know that would be the case if this was an email error. If syncState is a selection field and Input Doc is not a field attribute, that would do it. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Friday, January 21, 2011 1:57 PM To: arslist@ARSLIST.ORG Subject: Re: help!!! MessageText: Required field cannot be reset to a NULL value AppendedText: InputDoc Hi, The 2 indicates an ERROR as opposed to 1 which is WARNING and 0 OK. The AppendText usually refers to a field in this case, at it says InputDoc... It can be a filter-push to some other form, but it could also be a bug. I have seen similar problems with opCreate. Maybe you the field you are trying to set has the wrong permission, or your user does not have access to the web-service? 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. For webmethod OpSet which only require two fields Request_ID and syncState, the name and type are correct, but failed : MessageType: 2 MessageNum: 326 MessageText: Required field cannot be reset to a NULL value AppendedText: InputDoc What is Message Type: 2? Does that mean C2 (Submitter field) which is already in the record? Not soure what is InputDoc? -- View this message in context: http://old.nabble.com/help%21%21%21-MessageText%3A-Required-field-cannot-be-reset-to-a-NULL-value-AppendedText%3A-InputDoc-tp30731109p30731109.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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited.
Re: Strange ARS Timeout Problem
** Thanks, Mark. I did go through the escalations that were running during the timeout and couldn't find anything out of the ordinary. The escalation log shows that all the escalation were completed in a fraction of a second and no delays are showed in the sql log either. Eric -Original Message- From: Brittain, Mark [mailto:mbritt...@navisite.com] Sent: Thursday, January 20, 2011 3:30 PM Subject: Re: Strange ARS Timeout Problem Hi Eric, Couple things you might check. Have you checked the indexing against the Run If in the escalations? NULL in the Run If ignores indexing and should be avoided. If you have a time calculation is the field on one side and the calculation on the other (Create Date $TIMESTAMP$ - 3600) vs. (Create Date +3600 $TIMESTAMP$). Calculating on the field value is slower. Is there a SQL query to an external table in the Set Field action? Could be a change/cause there. Likewise is the escalation doing a set field using information from another form that you users frequently use? If so the issue might be the indexing there. These are small things that you can get away with when there is a relatively limited number of records. Then at some magic number the warts start to show. Hope this helps and good luck. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ZHANG, ERIC L Sent: Thursday, January 20, 2011 4:11 PM To: arslist@ARSLIST.ORG Subject: Strange ARS Timeout Problem ** Hi Listers. We are experiencing intermittent timeouts with the ARS. Without me doing anything, the AR system becomes normal again after about 5 minutes. All users are getting timeout (or hourglass) but no process is being restarted in armonitor.log. This is the message showing in arerror.log: Tue Jan 18 12:09:24 2011 Dispatch : Timeout during data retrieval due to busy server -- retry the operation (server_name) ARERR - 93 Tue Jan 18 12:10:04 2011 Approve : Timeout during database query -- consider using more specific search criteria to narrow the results, and retry the operation (ARERR 94) In the API log, it shows a 5-minute gap: API TID: 04 RPC ID: 00 Queue: Admin Client-RPC: 99USER: Remedy Application Service /* Tue Jan 18 2011 12:06:16.2224 */-GLEWFOK API TID: 04 RPC ID: 00 Queue: Admin Client-RPC: 99USER: Remedy Application Service /* Tue Jan 18 2011 12:11:16.0001 */+GLEWF ARGetListEntryWithFields -- schema OBJSTR:Class from Unidentified Client (protocol 12) at IP address Our DBA was monitoring the database during the time and found few activities in the database. The activities shown in SQL log during the timeout were all for user AR_ESCALATOR, which means the escalation was still running during the time. This can also be verified from the escalation log. When this occurs, the CPU and RAM utilizations are dramatically dropping to the lowest levels on both the ARS server and the database server. There was no application change in the last couple of months. The problem started about two weeks ago. It could occur 3 times a day and sometimes it works fine for days without it occurring. Our configuration/environment: ARS: 7.1 patch 7 ITSM: 7.0.03 patch 9 SLM: 7.1 patch 2 SRM: 2.2 patch 4 Midtier: 7.6.03 ARS Server: Solaris 10 (16 GB of Physical Memory, 18 GB of SWAP, 8 CPUs) - Dedicated to ARServer, ITSM, SLM, and SRM. Midtier Server: Windows Server 2003 SP2 (2 CPUs, 2 GB of RAM) - Used only by customers to submit service request. Database: Oracle: 10gR2 (remote) The following are threads settings in ar.conf: Private-RPC-Socket: 390601 2 6 Private-RPC-Socket: 390603 2 2 Private-RPC-Socket: 390620 16 24 (FAST) Private-RPC-Socket: 390626 8 16 Private-RPC-Socket: 390627 2 12 Private-RPC-Socket: 390635 24 30 (LIST) Private-RPC-Socket: 390680 24 24 Private-RPC-Socket: 390693 2 4 Private-RPC-Socket: 390698 2 4 We have about 300 concurrent Remedy users during the peak hours. ARServer is running as non-root process. The number of open file descriptors for arserverd (~700) was well below the ulimit 3072. The FAST and LIST threads never reached the maximums. I have an open ticket with BMC Support but thought I might get a solution quicker from the Arslist here. Thanks, Eric _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
Re: Strange ARS Timeout Problem
Dennis, I have been trying to get our network guys to set up sniffer to monitor the network traffic to/from ARServer. I will pass the DNS info to them. Thanks, Eric -Original Message- From: Dennis Ruble [mailto:ddru...@rockwellcollins.com] Sent: Thursday, January 20, 2011 3:32 PM Subject: Re: Strange ARS Timeout Problem ** Eric, We had a similar symptom many years back. There were 3 DNS servers configured for our AR System server. Over time the first and second ones were retired and the DNS configuration did not get updated. So, for every DNS call the system had to wait for the first and second servers to timeout before trying the third and if the third was busy everything just went to sleep while waiting for a response. We updated our DNS config and hosts file and everything returned to normal. Suppose there might also be other resources besides DNS servers that could cause the same symptom. Our network guys sniffed the network to see what we were waiting on. HTH, Dennis ZHANG, ERIC L ezh...@entergy.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 01/20/2011 03:10 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Strange ARS Timeout Problem ** Hi Listers. We are experiencing intermittent timeouts with the ARS. Without me doing anything, the AR system becomes normal again after about 5 minutes. All users are getting timeout (or hourglass) but no process is being restarted in armonitor.log. This is the message showing in arerror.log: Tue Jan 18 12:09:24 2011 Dispatch : Timeout during data retrieval due to busy server -- retry the operation (server_name) ARERR - 93 Tue Jan 18 12:10:04 2011 Approve : Timeout during database query -- consider using more specific search criteria to narrow the results, and retry the operation (ARERR 94) In the API log, it shows a 5-minute gap: API TID: 04 RPC ID: 00 Queue: Admin Client-RPC: 99USER: Remedy Application Service /* Tue Jan 18 2011 12:06:16.2224 */-GLEWFOK API TID: 04 RPC ID: 00 Queue: Admin Client-RPC: 99USER: Remedy Application Service /* Tue Jan 18 2011 12:11:16.0001 */+GLEWF ARGetListEntryWithFields -- schema OBJSTR:Class from Unidentified Client (protocol 12) at IP address Our DBA was monitoring the database during the time and found few activities in the database. The activities shown in SQL log during the timeout were all for user AR_ESCALATOR, which means the escalation was still running during the time. This can also be verified from the escalation log. When this occurs, the CPU and RAM utilizations are dramatically dropping to the lowest levels on both the ARS server and the database server. There was no application change in the last couple of months. The problem started about two weeks ago. It could occur 3 times a day and sometimes it works fine for days without it occurring. Our configuration/environment: ARS: 7.1 patch 7 ITSM: 7.0.03 patch 9 SLM: 7.1 patch 2 SRM: 2.2 patch 4 Midtier: 7.6.03 ARS Server: Solaris 10 (16 GB of Physical Memory, 18 GB of SWAP, 8 CPUs) - Dedicated to ARServer, ITSM, SLM, and SRM. Midtier Server: Windows Server 2003 SP2 (2 CPUs, 2 GB of RAM) - Used only by customers to submit service request. Database: Oracle: 10gR2 (remote) The following are threads settings in ar.conf: Private-RPC-Socket: 390601 2 6 Private-RPC-Socket: 390603 2 2 Private-RPC-Socket: 390620 16 24 (FAST) Private-RPC-Socket: 390626 8 16 Private-RPC-Socket: 390627 2 12 Private-RPC-Socket: 390635 24 30 (LIST) Private-RPC-Socket: 390680 24 24 Private-RPC-Socket: 390693 2 4 Private-RPC-Socket: 390698 2 4 We have about 300 concurrent Remedy users during the peak hours. ARServer is running as non-root process. The number of open file descriptors for arserverd (~700) was well below the ulimit 3072. The FAST and LIST threads never reached the maximums. I have an open ticket with BMC Support but thought I might get a solution quicker from the Arslist here. Thanks, Eric _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: Strange ARS Timeout Problem
** Yes. The DBA said there were no locks and blocks during timeouts. -Thanks, Eric -Original Message- From: LJ LongWing [mailto:lj.longw...@gmail.com] Sent: Thursday, January 20, 2011 3:40 PM Subject: Re: Strange ARS Timeout Problem Eric, Did your DBA look for any locking? We used to experience this a lot till we figure out what was happening. I could give you SQLServer instructions on how to find it...but you aren't using that...and your DBA should be able to run a query that'll tell you about things that are causing blocking and things that are blocked. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ZHANG, ERIC L Sent: Thursday, January 20, 2011 2:11 PM To: arslist@ARSLIST.ORG Subject: Strange ARS Timeout Problem ** Hi Listers. We are experiencing intermittent timeouts with the ARS. Without me doing anything, the AR system becomes normal again after about 5 minutes. All users are getting timeout (or hourglass) but no process is being restarted in armonitor.log. This is the message showing in arerror.log: Tue Jan 18 12:09:24 2011 Dispatch : Timeout during data retrieval due to busy server -- retry the operation (server_name) ARERR - 93 Tue Jan 18 12:10:04 2011 Approve : Timeout during database query -- consider using more specific search criteria to narrow the results, and retry the operation (ARERR 94) In the API log, it shows a 5-minute gap: API TID: 04 RPC ID: 00 Queue: Admin Client-RPC: 99USER: Remedy Application Service /* Tue Jan 18 2011 12:06:16.2224 */-GLEWFOK API TID: 04 RPC ID: 00 Queue: Admin Client-RPC: 99USER: Remedy Application Service /* Tue Jan 18 2011 12:11:16.0001 */+GLEWF ARGetListEntryWithFields -- schema OBJSTR:Class from Unidentified Client (protocol 12) at IP address Our DBA was monitoring the database during the time and found few activities in the database. The activities shown in SQL log during the timeout were all for user AR_ESCALATOR, which means the escalation was still running during the time. This can also be verified from the escalation log. When this occurs, the CPU and RAM utilizations are dramatically dropping to the lowest levels on both the ARS server and the database server. There was no application change in the last couple of months. The problem started about two weeks ago. It could occur 3 times a day and sometimes it works fine for days without it occurring. Our configuration/environment: ARS: 7.1 patch 7 ITSM: 7.0.03 patch 9 SLM: 7.1 patch 2 SRM: 2.2 patch 4 Midtier: 7.6.03 ARS Server: Solaris 10 (16 GB of Physical Memory, 18 GB of SWAP, 8 CPUs) - Dedicated to ARServer, ITSM, SLM, and SRM. Midtier Server: Windows Server 2003 SP2 (2 CPUs, 2 GB of RAM) - Used only by customers to submit service request. Database: Oracle: 10gR2 (remote) The following are threads settings in ar.conf: Private-RPC-Socket: 390601 2 6 Private-RPC-Socket: 390603 2 2 Private-RPC-Socket: 390620 16 24 (FAST) Private-RPC-Socket: 390626 8 16 Private-RPC-Socket: 390627 2 12 Private-RPC-Socket: 390635 24 30 (LIST) Private-RPC-Socket: 390680 24 24 Private-RPC-Socket: 390693 2 4 Private-RPC-Socket: 390698 2 4 We have about 300 concurrent Remedy users during the peak hours. ARServer is running as non-root process. The number of open file descriptors for arserverd (~700) was well below the ulimit 3072. The FAST and LIST threads never reached the maximums. I have an open ticket with BMC Support but thought I might get a solution quicker from the Arslist here. Thanks, Eric _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
SSO and Tomcat/IIS
** Listers: I am having nothing but problems with SSO and Tomcat and IIS. Here is the environment. Windows Server 2003 ARS 7.5 p007 MidTier 7.5 p007 Apache 5.5.28 IIS 6 I followed the instructions included in the AREA_SSO_ALL_v206MT_v209AREA zip file. I put all the relevant files in the relevant places and updated the ar.cfg, areasso.cfg,sso.poperties, and server.xml (in the tomcat conf directory) files. Now when I try to log in to the http://server/arsys/home URL, I get the login page and do not automatically log in. I do have this running fine on a different server so I know it works in our environment. When I look at the midtier logs, I see the following: FINE (com.remedy.log.SERVLET) : GoatServlet: url="">FINE (com.remedy.log.SERVLET) : cookie=IP-Restriction-GUID="de7761d6bb1fefd3:-6979205e:12da4e6c608:-8000"FINE (com.remedy.log.SERVLET) : GoatServlet: No session or new sessionFINE (com.remedy.log.SESSION) : Login: establishing SessionFINE (com.remedy.log.SESSION) : SSO ERROR: RemoteUser name is null or empty. Using default login pageFINE (com.remedy.log.SESSION) : Login: Custom authenticator failed. Trying default authenticatorFINE (com.remedy.log.SESSION) : DefaultAuthenticator: Credentials requestedFINE (com.remedy.log.SESSION) : DefaultAuthenticator.redirectToLogin: url=""> So SSO is not getting RemoteUser name. Not sure what that means or how I can fix it but it has become annoying. And, yes, I did change the server.xml file in the apache conf directory to read: !-- Define an AJP 1.3 Connector on port 8009 -- Connector URIEncoding="UTF-8" enableLookups="false" tomcatAuthentication="false" port="8029" protocol="AJP/1.3" redirectPort="8443" / So I know that Tomcat is not trying to authenticate. IIS should be. In IIS I have "Enable anonymous access" checked and "Integrated Windows authentication" checked. I also pointed my working MidTier server to this new upgrded AR Server and added the IP to the areasso.cfg on the AR Server and everything worked fine. This tells me the AR Server side stuff is working but not the new MidTier. Are there Windows settings or something else on the "new" MidTier I should be checking? Does anyone have any ideas on this error? _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: SSO and Tomcat/IIS
** We created an "arsys" folder within IIS, and uncheck enable anonymous. I think your user is getting to tomcat as anonymous, and hence the RemoteUser is null... Brien On 1/21/2011 1:05 PM, sphilben wrote: ** Listers: I am having nothing but problems with SSO and Tomcat and IIS. Here is the environment. Windows Server 2003 ARS 7.5 p007 MidTier 7.5 p007 Apache 5.5.28 IIS 6 I followed the instructions included in the AREA_SSO_ALL_v206MT_v209AREA zip file. I put all the relevant files in the relevant places and updated the ar.cfg, areasso.cfg,sso.poperties, and server.xml (in the tomcat conf directory) files. Now when I try to log in to the http://server/arsys/home URL, I get the login page and do not automatically log in. I do have this running fine on a different server so I know it works in our environment. When I look at the midtier logs, I see the following: FINE (com.remedy.log.SERVLET) : GoatServlet: url="" class="moz-txt-link-freetext" href="http://servername/arsys/home">http://servername/arsys/home FINE (com.remedy.log.SERVLET) : cookie=IP-Restriction-GUID="de7761d6bb1fefd3:-6979205e:12da4e6c608:-8000" FINE (com.remedy.log.SERVLET) : GoatServlet: No session or new session FINE (com.remedy.log.SESSION) : Login: establishing Session FINE (com.remedy.log.SESSION) : SSO ERROR: RemoteUser name is null or empty. Using default login page FINE (com.remedy.log.SESSION) : Login: Custom authenticator failed. Trying default authenticator FINE (com.remedy.log.SESSION) : DefaultAuthenticator: Credentials requested FINE (com.remedy.log.SESSION) : DefaultAuthenticator.redirectToLogin: url=""> So SSO is not getting RemoteUser name. Not sure what that means or how I can fix it but it has become annoying. And, yes, I did change the server.xml file in the apache conf directory to read: !-- Define an AJP 1.3 Connector on port 8009 -- Connector URIEncoding="UTF-8" enableLookups="false" tomcatAuthentication="false" port="8029" protocol="AJP/1.3" redirectPort="8443" / So I know that Tomcat is not trying to authenticate. IIS should be. In IIS I have "Enable anonymous access" checked and "Integrated Windows authentication" checked. I also pointed my working MidTier server to this new upgrded AR Server and added the IP to the areasso.cfg on the AR Server and everything worked fine. This tells me the AR Server side stuff is working but not the new MidTier. Are there Windows settings or something else on the "new" MidTier I should be checking? Does anyone have any ideas on this error? _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Multi-select field - best method?
Does anyone have a clean way to create a multi-select field in Remedy? There needs to be dozens of possible pre-defined choices but normally only a few will be selected. A drop-down list field only allows a single choice. A character field with a Display Type of Edit allows Menus with Append Items checked allows selection from a list (menu) but it also allows free-formed typing into the field which we don't want. We have a requirement for values to be selected only from a list and items cannot be typed in. Any tips would be greatly appreciated. I'm running on v7.1. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Multi-select field - best method?
I've done something similar by having a table field. The user selects one (or
more) items in the table then a guide walks the table with selected records
only and builds a string of the selections.
Fred
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guyse, Timothy D.
{Tim}(MSFC-IS30)[MITS]
Sent: Friday, January 21, 2011 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Multi-select field - best method?
**
Does anyone have a clean way to create a multi-select field in Remedy?
There needs to be dozens of possible pre-defined choices but normally only a
few will be selected. A drop-down list field only allows a single choice.
A character field with a Display Type of Edit allows Menus with Append
Items checked allows selection from a list (menu) but it also allows
free-formed typing into the field which we don't want. We have a requirement
for values to be selected only from a list and items cannot be typed in.
Any tips would be greatly appreciated.
I'm running on v7.1.
Thanks
Tim
___
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attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: recomended number List and fast threads
Mike, Recent recommendations from BMC in my 7.5 environment were no more than 2 per cpu for Fast and no more than 3 per cpu for List. So in your case I would set each min to 16 Fast Max to 32 and List max to 48 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Ilmer Sent: Friday, January 21, 2011 9:27 AM To: arslist@ARSLIST.ORG Subject: recomended number List and fast threads ** Hi List, I know that this was discussed a few times. But I'm not sure what is the latest recommendation for the min/max number of the Fast and List threads. I'm running multiple stress tests for the 7.5 with the 16 CPUs, but is there any official recommendations? My users will be using both client and web interfaces and using most of the BMC applications. thanks, mike _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
