Re: Selecting entries on a List View table using a touch device

[Ian Trimnell]

On 26/01/2011 19:04, L G Robinson wrote:

Hi Folks,

Has anyone figured out how to setup a List View table field so that it can be 
used with a touch enable device such as an iPad? I have such a table on one of 
my forms. When the form is loaded into Mobile Safari on the iPad, I am unable 
to select a specific row of the table by tapping it or any other gesture that I 
can think of.

I have added "Prev" and "Next" buttons onto the table field so I have a 
workaround. Just wondering if there is a better way. Maybe some clever CSS that is tailored for the 
iPad or similar devices?

ARS: 7.6.3
Solaris 10
Oracle: 11.2.0.1.0 - 64bit

Thanks.
Larry


Hi Larry,

As you are on ARS 7.6.3 you can probably do what I have done upon 
noticing the way that iOS devices can't handle these tables.  I have 
added a column, with a button labelled 'Open', to the table.  Work-flow 
causes the drill-down to occur when the button is clicked (or tapped on 
an iOS device).


Hope this helps,

Ian


Ian Trimnell, Systems Programmer, Client Systems
Distributed Systems, Information Technology
Open University, MILTON KEYNES, UK
Phone: 01908 653741   web: http://www.open.ac.uk/
The Open University is incorporated by Royal Charter (RC 000391), an 
exempt charity in England & Wales and a charity registered in Scotland 
(SC 038302).


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Re: Notification on Re-Assignment of Incident ticket within same Assigned Group

[G.Lafontant]

Thanks for the replied

Let me better explain what I'm looking  for: let's say a queue supervisor 
re-assigns ticket to a new person. The new assignee would get notified, leaving 
 the prior assignee unaware ticket has been moved out of his queue. Is there an 
out of the box configuration to get the prior assignee notified upon moving the 
ticket to a new assignee? Or is this only possible  through custom workflow?

Thanks

Sent from my Verizon Wireless BlackBerry

-Original Message-
From: "Ramey, Anne" 
Sender:   "Action Request System discussion list(ARSList)" 

Date: Wed, 26 Jan 2011 21:15:41 
To: 
Reply-To: arslist@ARSLIST.ORG
Subject: Re: Notification on Re-Assignment of Incident ticket within same 
Assigned Group

If you are referring to the "has been assigned to you" email, then that is the 
standard assignment message and behavior.  As long as the new assignee isn't 
doing the re-assignment, it should just be HPD-INC-AssigneeAssignment.

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.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of G. Lafontant
Sent: Tuesday, January 25, 2011 5:08 PM
To: arslist@ARSLIST.ORG
Subject: Notification on Re-Assignment of Incident ticket within same Assigned 
Group

All,

Does any one know of any Notification Rule or Preferences that can be 
set for Incident Management to allow 'Assignee' field to be notified 
each time on re-assignment of an existing Incident ticket within same 
Assigned Group?  Or does a custom workflow on HPD:HelpDesk and 
NTE:SYS-NT Process Control has to be built to perform task each time on 
re-assignment of ticket to a new person?

thanks

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Re: Strange ARS Timeout Problem

[ZHANG, ERIC L]

Yes, I did initial log analysis. As I said in the original posting,
there was 5-minutes gap in the api log, while no gap/waiting/error/long
operation was showing in the sql log and escalation log. All the sql
queries were for user AR_ESCALATOR in the sql log.

 

 

-Original Message-
From: Axton [mailto:axton.gr...@gmail.com] 
Sent: Wednesday, January 26, 2011 8:18 AM
Subject: Re: Strange ARS Timeout Problem

 

** What do the logs say?  I haven't seen that you've done analysis with
the logs.  Is there a gap in time in the logs (indicating the server was
not doing anything)?  Is there are gap in time in the logs (indicating a
long operation was running?

On Tue, Jan 25, 2011 at 5:49 PM, ZHANG, ERIC L 
wrote:

** 

We have sent BMC tech support all the logs including api, filter, sql,
escalation, thread, plug-in, arfork, even pstack output that were taken
during hanging, and so far they haven't been able to identify the cause
of the problem.

 

-Original Message-
From: Axton [mailto:axton.gr...@gmail.com] 
Sent: Monday, January 24, 2011 5:45 PM
Subject: Re: Strange ARS Timeout Problem

 

** Try to get the api, filter, and sql logs leading up to the point
where it started hanging.  Those are your best indicator.  Also check
the arerror.log for crashes.

 

There are things that can cause behavior like this that the logs will
indicate.  For example, try creating a computed group during production
operations, or importing a deployable application.

On Thu, Jan 20, 2011 at 3:10 PM, ZHANG, ERIC L 
wrote:

** 

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:

 

   
  /* Tue Jan 18 2011 12:06:16.2224 */-GLEWFOK

   
  /* 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

 

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Re: Notification on Re-Assignment of Incident ticket within same Assigned Group

[Ramey, Anne]

If you are referring to the "has been assigned to you" email, then that is the 
standard assignment message and behavior.  As long as the new assignee isn't 
doing the re-assignment, it should just be HPD-INC-AssigneeAssignment.

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.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of G. Lafontant
Sent: Tuesday, January 25, 2011 5:08 PM
To: arslist@ARSLIST.ORG
Subject: Notification on Re-Assignment of Incident ticket within same Assigned 
Group

All,

Does any one know of any Notification Rule or Preferences that can be 
set for Incident Management to allow 'Assignee' field to be notified 
each time on re-assignment of an existing Incident ticket within same 
Assigned Group?  Or does a custom workflow on HPD:HelpDesk and 
NTE:SYS-NT Process Control has to be built to perform task each time on 
re-assignment of ticket to a new person?

thanks

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Re: License Question...

[Easter, David]

Ø  You are saying this because the 14,000 employees in your example may need to 
work on tickets others have submitted?

No.  In fact, they cannot work on tickets others have submitted because they’re 
not the “workers” – they are the requesters.  They only need to submit their 
own requests, check status on their requests and view any self-service 
knowledge information provided.

The “y” group (in your example) that would work on the tickets would have a 
Service Management Specialist user license - which is a license bundle that 
includes a write license for SRM technicians, analysts and administrators 
enabling them to modify data not owned by them.Or, if they work on the 
Service Desk rather than within Service Request Management, they’d have 
Incident/Problem Management user write licenses.  And so on…

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Wednesday, January 26, 2011 04:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

David,

You are saying this because the 14,000 employees in your example may need to 
work on tickets others have submitted?

My impression was that if you have “x” number of employees that use the system 
-- but only “y” work on tickets sent by others, you’d require “y” fixed 
licenses or maybe “y/20” floating licenses…

Assuming “submitter mode locked” was in use and thus submitters could interact 
with their own tickets, but only read others’s tickets… While the “y” group 
could do the ticket management (such as a help desk… working on problems 
submitted by areas outside their area)

True?


Thanks,
Chas



Subject: Re: License Question...

The ratio for the floating Self-Service licenses is 100 to 1 – i.e. if you have 
14,000 employees that could potentially access the system, you’d need 140 
floating licenses.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, January 26, 2011 01:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

** David,

The statement "it represents the total number of users that your organization 
expects to access...", that does not hold true for floating Self-Service 
correct?

Say we have "BMC Remedy Self Service - Floating User Add-On License 20-Pk Lsn" 
and have 14,000 potential users who would access SRM (our total expected user 
count).  Since it is a floating license this should cover the 14k people who 
may need to request something from our IT dept or search the KB?  Assuming no 
more than 20 people at a time are trying to use Self-Service functionality, 
correct?

Jason
On Wed, Jan 26, 2011 at 8:50 AM, Easter, David 
mailto:david_eas...@bmc.com>> wrote:
The BMC Remedy Self-Service license is a business license, not a programmatic 
license.  It’s nothing to do with read or write licenses.  It represents the 
total number of users that your organization expects to access Service Request 
Management to submit or check status on service requests and utilize Remedy 
Knowledge Management based self-service knowledge articles.  Self-Service 
pricing is based on that number of users.

Additional, and programmatic, licenses are required for the “back-end” 
processing of such service requests.  Those additional licenses represent the 
write licenses needed for your SRM Analysts/technicians, Service Desk 
technicians, Change Managers, Asset Managers, etc.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew 
Perrault
Sent: Wednesday, January 26, 2011 08:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Sorry forgot to Add.
ITSM 7.1
ARS 7.1 Patch 8

Thanks

From: Matthew Perrault
Sent: Wednesday, January 26, 2011 

Re: License Question...

[Roberts, Chas]

David,

You are saying this because the 14,000 employees in your example may need to 
work on tickets others have submitted?

My impression was that if you have “x” number of employees that use the system 
-- but only “y” work on tickets sent by others, you’d require “y” fixed 
licenses or maybe “y/20” floating licenses…

Assuming “submitter mode locked” was in use and thus submitters could interact 
with their own tickets, but only read others’s tickets… While the “y” group 
could do the ticket management (such as a help desk… working on problems 
submitted by areas outside their area)

True?


Thanks,
Chas



Subject: Re: License Question...

The ratio for the floating Self-Service licenses is 100 to 1 – i.e. if you have 
14,000 employees that could potentially access the system, you’d need 140 
floating licenses.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, January 26, 2011 01:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

** David,

The statement "it represents the total number of users that your organization 
expects to access...", that does not hold true for floating Self-Service 
correct?

Say we have "BMC Remedy Self Service - Floating User Add-On License 20-Pk Lsn" 
and have 14,000 potential users who would access SRM (our total expected user 
count).  Since it is a floating license this should cover the 14k people who 
may need to request something from our IT dept or search the KB?  Assuming no 
more than 20 people at a time are trying to use Self-Service functionality, 
correct?

Jason
On Wed, Jan 26, 2011 at 8:50 AM, Easter, David 
mailto:david_eas...@bmc.com>> wrote:
The BMC Remedy Self-Service license is a business license, not a programmatic 
license.  It’s nothing to do with read or write licenses.  It represents the 
total number of users that your organization expects to access Service Request 
Management to submit or check status on service requests and utilize Remedy 
Knowledge Management based self-service knowledge articles.  Self-Service 
pricing is based on that number of users.

Additional, and programmatic, licenses are required for the “back-end” 
processing of such service requests.  Those additional licenses represent the 
write licenses needed for your SRM Analysts/technicians, Service Desk 
technicians, Change Managers, Asset Managers, etc.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew 
Perrault
Sent: Wednesday, January 26, 2011 08:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Sorry forgot to Add.
ITSM 7.1
ARS 7.1 Patch 8

Thanks

From: Matthew Perrault
Sent: Wednesday, January 26, 2011 10:10 AM
To: 'arslist@ARSLIST.ORG'
Subject: License Question...

All,
Currently we are paying for:
BMC Remedy Self Service − User Add−On License
According to BMC they state it is needed by end users to submit a request?
But That doesn’t make sense.
All you need to submit a request is to have a Read LICENSE, and Service Request 
User permissions.

Now, I’ve done some searching on the web (couldn’t find anything in the 
documentation…) and apparently this “BMC Remedy Self Service” LICENSE
is needed by the Request System.

But How is it needed and Why is it needed?
We have the BMC:SR Mgmt Application license, is this the same thing?
Then I take a look at the quantity of these Licenses that we have, and they 
seem either WAY too low, or WAY too high.

Any help would be appreciated,
Thanks
Matt P.


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Re: License Question...

[Howard Richter]

David,

Thanks it seems that what sales sells (or is on the details form) does not 
match up with what you can add to the server.

Take care,

Howard

Sent from my iPhone 4

On Jan 26, 2011, at 5:46 PM, Jason Miller  wrote:

> ** Great information. Thank you!
> 
> Jason
> 
> On Wed, Jan 26, 2011 at 1:30 PM, Easter, David  wrote:
> The ratio for the floating Self-Service licenses is 100 to 1 – i.e. if you 
> have 14,000 employees that could potentially access the system, you’d need 
> 140 floating licenses.
> 
>  
> 
> -David J. Easter
> 
> Manager of Product Management, Remedy Platform
> 
> BMC Software, Inc.
> 
>  
> 
> The opinions, statements, and/or suggested courses of action expressed in 
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My 
> voluntary participation in this forum is not intended to convey a role as a 
> spokesperson, liaison or public relations representative for BMC Software, 
> Inc.
> 
>  
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
> Sent: Wednesday, January 26, 2011 01:03 PM
> 
> 
> To: arslist@ARSLIST.ORG
> Subject: Re: License Question...
>  
> 
> ** David,
> 
> 
> 
> The statement "it represents the total number of users that your organization 
> expects to access...", that does not hold true for floating Self-Service 
> correct?
> 
> Say we have "BMC Remedy Self Service - Floating User Add-On License 20-Pk 
> Lsn" and have 14,000 potential users who would access SRM (our total expected 
> user count).  Since it is a floating license this should cover the 14k people 
> who may need to request something from our IT dept or search the KB?  
> Assuming no more than 20 people at a time are trying to use Self-Service 
> functionality, correct?
> 
> Jason
> On Wed, Jan 26, 2011 at 8:50 AM, Easter, David  wrote:
> 
> The BMC Remedy Self-Service license is a business license, not a programmatic 
> license.  It’s nothing to do with read or write licenses.  It represents the 
> total number of users that your organization expects to access Service 
> Request Management to submit or check status on service requests and utilize 
> Remedy Knowledge Management based self-service knowledge articles.  
> Self-Service pricing is based on that number of users. 
> 
>  
> 
> Additional, and programmatic, licenses are required for the “back-end” 
> processing of such service requests.  Those additional licenses represent the 
> write licenses needed for your SRM Analysts/technicians, Service Desk 
> technicians, Change Managers, Asset Managers, etc.
> 
>  
> 
> -David J. Easter
> 
> Manager of Product Management, Remedy Platform
> 
> BMC Software, Inc.
> 
>  
> 
> The opinions, statements, and/or suggested courses of action expressed in 
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My 
> voluntary participation in this forum is not intended to convey a role as a 
> spokesperson, liaison or public relations representative for BMC Software, 
> Inc.
> 
>  
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
> Sent: Wednesday, January 26, 2011 08:25 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: License Question...
> 
>  
> 
> Sorry forgot to Add.
> 
> ITSM 7.1
> 
> ARS 7.1 Patch 8
> 
>  
> 
> Thanks
> 
>  
> 
> From: Matthew Perrault 
> Sent: Wednesday, January 26, 2011 10:10 AM
> To: 'arslist@ARSLIST.ORG'
> Subject: License Question...
> 
>  
> 
> All,
> 
> Currently we are paying for:
> 
> BMC Remedy Self Service − User Add−On License
> 
> According to BMC they state it is needed by end users to submit a request?
> 
> But That doesn’t make sense.
> 
> All you need to submit a request is to have a Read LICENSE, and Service 
> Request User permissions.
> 
>  
> 
> Now, I’ve done some searching on the web (couldn’t find anything in the 
> documentation…) and apparently this “BMC Remedy Self Service” LICENSE
> 
> is needed by the Request System.
> 
>  
> 
> But How is it needed and Why is it needed?
> 
> We have the BMC:SR Mgmt Application license, is this the same thing?
> 
> Then I take a look at the quantity of these Licenses that we have, and they 
> seem either WAY too low, or WAY too high.
> 
>  
> 
> Any help would be appreciated,
> 
> Thanks
> 
> Matt P.
> 
>  
> 
> 
> 
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Dynamic Condition in Flashboards

[Kevin Begosh]

Shiva,
You can pass variables to the flashboard to change what the query is for the
flashboard, I am assuming thats what you are talking about.  I actually have
a flashboard console now that has drop downs for company and assigned groups
to change the query of the flashboard, we are multi tentant.  If you look up
the administering flashboards guide there is documentation on how to do
that.  SLM verson 7.1 documentation has it on page 80,

"customqual=’FieldName’=" ++ $Field$+

So via workflow you just set the dashboard to that string above.  That is an
example so put in your values after customqual.

I cannot access the system from where I am but if you need more help let me
know offline and I can send you the set fields that I have.


On Wed, Jan 26, 2011 at 1:14 PM, sivarama velicheti wrote:

> **
> Hi Users,
>
> I have a flashboards question for yo guys. Any suggestions would be
> greatly appreciated. I have a scenario where I need to select a Primary
> assigned for a ticket (which is a menu consisting of a list of 20 odd
> names). Based on my selection the appropriate flashboard needs to be
> displayed. I am looking for a way in which I can dynamically pass the
> primary name (that I select) to the flashboard variable qualification so
> that it displays the appropriate graph. I looked around and found out that I
> cannot use the EXTENAL() keyword for flashboards or escalations. Is there
> any other way I can achieve this. Because else I would need to build a bunch
> of flashboards with the Primary names hardcoded into the qualiication to
> display the appropriate graph. Its going to be a maintenance nightmare in
> case the names change. Please let me know in case you guys have any
> suggestions.
>
> Thanks
> Shiva
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Kevin Begosh

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Re: License Question...

[Jason Miller]

Great information. Thank you!

Jason

On Wed, Jan 26, 2011 at 1:30 PM, Easter, David  wrote:

> The ratio for the floating Self-Service licenses is 100 to 1 - i.e. if you
> have 14,000 employees that could potentially access the system, you'd need
> 140 floating licenses.
>
>
>
> -David J. Easter
>
> Manager of Product Management, Remedy Platform
>
> BMC Software, Inc.
>
>
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
> *Sent:* Wednesday, January 26, 2011 01:03 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: License Question...
>
>
>
> ** David,
>
>
> The statement "it represents the total number of users that your
> organization expects to access...", that does not hold true for floating
> Self-Service correct?
>
> Say we have "BMC Remedy Self Service - Floating User Add-On License 20-Pk
> Lsn" and have 14,000 potential users who would access SRM (our total
> expected user count).  Since it is a floating license this should cover the
> 14k people who may need to request something from our IT dept or search the
> KB?  Assuming no more than 20 people at a time are trying to use
> Self-Service functionality, correct?
>
> Jason
>
> On Wed, Jan 26, 2011 at 8:50 AM, Easter, David 
> wrote:
>
> The BMC Remedy Self-Service license is a business license, not a
> programmatic license.  It's nothing to do with read or write licenses.  It
> represents the total number of users that your organization expects to
> access Service Request Management to submit or check status on service
> requests and utilize Remedy Knowledge Management based self-service
> knowledge articles.  Self-Service pricing is based on that number of users.
>
>
>
>
> Additional, and programmatic, licenses are required for the "back-end"
> processing of such service requests.  Those additional licenses represent
> the write licenses needed for your SRM Analysts/technicians, Service Desk
> technicians, Change Managers, Asset Managers, etc.
>
>
>
> -David J. Easter
>
> Manager of Product Management, Remedy Platform
>
> BMC Software, Inc.
>
>
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Matthew Perrault
> *Sent:* Wednesday, January 26, 2011 08:25 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: License Question...
>
>
>
> Sorry forgot to Add.
>
> ITSM 7.1
>
> ARS 7.1 Patch 8
>
>
>
> Thanks
>
>
>
> *From:* Matthew Perrault
> *Sent:* Wednesday, January 26, 2011 10:10 AM
> *To:* 'arslist@ARSLIST.ORG'
> *Subject:* License Question...
>
>
>
> All,
>
> Currently we are paying for:
>
> BMC Remedy Self Service - User Add-On License
>
> According to BMC they state it is needed by end users to submit a request?
>
> But That doesn't make sense.
>
> All you need to submit a request is to have a Read LICENSE, and Service
> Request User permissions.
>
>
>
> Now, I've done some searching on the web (couldn't find anything in the
> documentation...) and apparently this "BMC Remedy Self Service" LICENSE
>
> is needed by the Request System.
>
>
>
> But How is it needed and Why is it needed?
>
> We have the BMC:SR Mgmt Application license, is this the same thing?
>
> Then I take a look at the quantity of these Licenses that we have, and they
> seem either WAY too low, or WAY too high.
>
>
>
> Any help would be appreciated,
>
> Thanks
>
> Matt P.
>
>
>
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: midtier 7.5 - use custom login page then go to specific form - Resolved

[David Durling]

Fred,

Thanks so much, that works!

I didn't mention that I was trying the newer goto url format you 
mentioned, but the problem was that I used the entire url one sees in 
the browser when the form is viewed.  For others' benefit, I was trying 
to do something like:


http://remedyweb/arsys/shared/login.jsp?goto=http://webServerName/arsys/...

But when I followed your example and started the goto with /arsys, it 
worked both if I specified the normal login page and when I specified a 
custom one.


David

David Durling
Enterprise Information Technology Services
University of Georgia


On 1/26/2011 4:28 PM, Grooms, Frederick W wrote:

I can't answer for 7.5 specifically, but the format I use for 7.1.0
(and 7.6.03) is
http://webServerName/contextPath/shared/login.jsp?goto=/contextPath/forms/ARSystemServer/FormName

 i.e.
http://remedyweb/arsys/shared/login.jsp?goto=/arsys/forms/arsprod/MyCustomForm

 I don't believe the goto works with the older ViewFormServlet format
of a url.  I think it needs to be the newer forms/server/formname
style.

Fred

-Original Message- From: Action Request System discussion
list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David
Durling Sent: Wednesday, January 26, 2011 3:16 PM To:
arslist@ARSLIST.ORG Subject: midtier 7.5 - use custom login page then
go to specific form

This works for me on ARS 6.0, but not on 7.5:

I'm trying to get a url that uses a custom login page, then takes a
user to a specific form.  Page 63, example 2 in the 7.5 Mid Tier
Guide shows:
http://webServerName/contextPath/shared/customLoginFile.jsp?goto=URL=&server=ARSystemServer



(I think the "=" after URL is a typo that should be omitted.)


But the default login page loads, and then the Home Page loads after
login.  It's as though all the information is lost or overwritten.

1. I disabled mod_rewrite on apache to make sure that's not the
problem.

2. The "goto" url works when posted in the browser after I'm logged
in.

3. The custom login page works when I go directly to it; I can log in
to the Home Page from there.

Any ideas?


Tomcat 5.5 /Apache 2 Solaris 10 Oracle 11g R2, 64 bit Oracle 10g R2
client, 64 bit ARS 7.5 patch 007 custom apps



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Re: License Question...

[Easter, David]

The ratio for the floating Self-Service licenses is 100 to 1 – i.e. if you have 
14,000 employees that could potentially access the system, you’d need 140 
floating licenses.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, January 26, 2011 01:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

** David,

The statement "it represents the total number of users that your organization 
expects to access...", that does not hold true for floating Self-Service 
correct?

Say we have "BMC Remedy Self Service - Floating User Add-On License 20-Pk Lsn" 
and have 14,000 potential users who would access SRM (our total expected user 
count).  Since it is a floating license this should cover the 14k people who 
may need to request something from our IT dept or search the KB?  Assuming no 
more than 20 people at a time are trying to use Self-Service functionality, 
correct?

Jason
On Wed, Jan 26, 2011 at 8:50 AM, Easter, David 
mailto:david_eas...@bmc.com>> wrote:
The BMC Remedy Self-Service license is a business license, not a programmatic 
license.  It’s nothing to do with read or write licenses.  It represents the 
total number of users that your organization expects to access Service Request 
Management to submit or check status on service requests and utilize Remedy 
Knowledge Management based self-service knowledge articles.  Self-Service 
pricing is based on that number of users.

Additional, and programmatic, licenses are required for the “back-end” 
processing of such service requests.  Those additional licenses represent the 
write licenses needed for your SRM Analysts/technicians, Service Desk 
technicians, Change Managers, Asset Managers, etc.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew 
Perrault
Sent: Wednesday, January 26, 2011 08:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Sorry forgot to Add.
ITSM 7.1
ARS 7.1 Patch 8

Thanks

From: Matthew Perrault
Sent: Wednesday, January 26, 2011 10:10 AM
To: 'arslist@ARSLIST.ORG'
Subject: License Question...

All,
Currently we are paying for:
BMC Remedy Self Service − User Add−On License
According to BMC they state it is needed by end users to submit a request?
But That doesn’t make sense.
All you need to submit a request is to have a Read LICENSE, and Service Request 
User permissions.

Now, I’ve done some searching on the web (couldn’t find anything in the 
documentation…) and apparently this “BMC Remedy Self Service” LICENSE
is needed by the Request System.

But How is it needed and Why is it needed?
We have the BMC:SR Mgmt Application license, is this the same thing?
Then I take a look at the quantity of these Licenses that we have, and they 
seem either WAY too low, or WAY too high.

Any help would be appreciated,
Thanks
Matt P.


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

Re: midtier 7.5 - use custom login page then go to specific form

[Grooms, Frederick W]

I can't answer for 7.5 specifically, but the format I use for 7.1.0 (and 
7.6.03) is   
http://webServerName/contextPath/shared/login.jsp?goto=/contextPath/forms/ARSystemServer/FormName

i.e.  
http://remedyweb/arsys/shared/login.jsp?goto=/arsys/forms/arsprod/MyCustomForm

I don't believe the goto works with the older ViewFormServlet format of a url.  
I think it needs to be the newer forms/server/formname style.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Wednesday, January 26, 2011 3:16 PM
To: arslist@ARSLIST.ORG
Subject: midtier 7.5 - use custom login page then go to specific form

This works for me on ARS 6.0, but not on 7.5:

I'm trying to get a url that uses a custom login page, then takes a user 
to a specific form.  Page 63, example 2 in the 7.5 Mid Tier Guide shows:
http://webServerName/contextPath/shared/customLoginFile.jsp?goto=URL=&server=ARSystemServer
(I think the "=" after URL is a typo that should be omitted.)

But the default login page loads, and then the Home Page loads after 
login.  It's as though all the information is lost or overwritten.

1. I disabled mod_rewrite on apache to make sure that's not the problem.

2. The "goto" url works when posted in the browser after I'm logged in.

3. The custom login page works when I go directly to it; I can log in to 
the Home Page from there.

Any ideas?


Tomcat 5.5 /Apache 2
Solaris 10
Oracle 11g R2, 64 bit
Oracle 10g R2 client, 64 bit
ARS 7.5 patch 007
custom apps


-- 
David Durling706-542-0223
Enterprise IT Servicesdurl...@uga.edu
University of Georgia

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midtier 7.5 - use custom login page then go to specific form

[David Durling]

This works for me on ARS 6.0, but not on 7.5:

I'm trying to get a url that uses a custom login page, then takes a user 
to a specific form.  Page 63, example 2 in the 7.5 Mid Tier Guide shows:

http://webServerName/contextPath/shared/customLoginFile.jsp?goto=URL=&server=ARSystemServer
(I think the "=" after URL is a typo that should be omitted.)

But the default login page loads, and then the Home Page loads after 
login.  It's as though all the information is lost or overwritten.


1. I disabled mod_rewrite on apache to make sure that's not the problem.

2. The "goto" url works when posted in the browser after I'm logged in.

3. The custom login page works when I go directly to it; I can log in to 
the Home Page from there.


Any ideas?


Tomcat 5.5 /Apache 2
Solaris 10
Oracle 11g R2, 64 bit
Oracle 10g R2 client, 64 bit
ARS 7.5 patch 007
custom apps


--
David Durling706-542-0223
Enterprise IT Servicesdurl...@uga.edu
University of Georgia

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Re: License Question...

[Jason Miller]

David,

The statement "it represents the total number of users that your
organization expects to access...", that does not hold true for floating
Self-Service correct?

Say we have "BMC Remedy Self Service - Floating User Add-On License 20-Pk
Lsn" and have 14,000 potential users who would access SRM (our total
expected user count).  Since it is a floating license this should cover the
14k people who may need to request something from our IT dept or search the
KB?  Assuming no more than 20 people at a time are trying to use
Self-Service functionality, correct?

Jason

On Wed, Jan 26, 2011 at 8:50 AM, Easter, David  wrote:

> The BMC Remedy Self-Service license is a business license, not a
> programmatic license.  It's nothing to do with read or write licenses.  It
> represents the total number of users that your organization expects to
> access Service Request Management to submit or check status on service
> requests and utilize Remedy Knowledge Management based self-service
> knowledge articles.  Self-Service pricing is based on that number of users.
>
>
>
>
> Additional, and programmatic, licenses are required for the "back-end"
> processing of such service requests.  Those additional licenses represent
> the write licenses needed for your SRM Analysts/technicians, Service Desk
> technicians, Change Managers, Asset Managers, etc.
>
>
>
> -David J. Easter
>
> Manager of Product Management, Remedy Platform
>
> BMC Software, Inc.
>
>
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Matthew Perrault
> *Sent:* Wednesday, January 26, 2011 08:25 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: License Question...
>
>
>
> Sorry forgot to Add.
>
> ITSM 7.1
>
> ARS 7.1 Patch 8
>
>
>
> Thanks
>
>
>
> *From:* Matthew Perrault
> *Sent:* Wednesday, January 26, 2011 10:10 AM
> *To:* 'arslist@ARSLIST.ORG'
> *Subject:* License Question...
>
>
>
> All,
>
> Currently we are paying for:
>
> BMC Remedy Self Service - User Add-On License
>
> According to BMC they state it is needed by end users to submit a request?
>
> But That doesn't make sense.
>
> All you need to submit a request is to have a Read LICENSE, and Service
> Request User permissions.
>
>
>
> Now, I've done some searching on the web (couldn't find anything in the
> documentation...) and apparently this "BMC Remedy Self Service" LICENSE
>
> is needed by the Request System.
>
>
>
> But How is it needed and Why is it needed?
>
> We have the BMC:SR Mgmt Application license, is this the same thing?
>
> Then I take a look at the quantity of these Licenses that we have, and they
> seem either WAY too low, or WAY too high.
>
>
>
> Any help would be appreciated,
>
> Thanks
>
> Matt P.
>
>
>

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Selecting entries on a List View table using a touch device

[L G Robinson]

Hi Folks,

Has anyone figured out how to setup a List View table field so that it can be 
used with a touch enable device such as an iPad? I have such a table on one of 
my forms. When the form is loaded into Mobile Safari on the iPad, I am unable 
to select a specific row of the table by tapping it or any other gesture that I 
can think of.

I have added "Prev" and "Next" buttons onto the table field so I have a 
workaround. Just wondering if there is a better way. Maybe some clever CSS that 
is tailored for the iPad or similar devices?

ARS: 7.6.3
Solaris 10
Oracle: 11.2.0.1.0 - 64bit

Thanks.
Larry

Larry Robinson   n...@ncsu.edu
Office of Information Technology
NC State University  919-515-5432 Voice
Raleigh, NC  27695-7109  919-513-0877 FAX

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myeService or any other Chat capable product integration with Remedy: Impressions?

[Rabi Tripathi]

Hi listers,
Has anybody used this product (http://www.myeservice.com), or has any opinion 
about it? Features, ease of integration, reliability?

My main focus right now is on the chat feature, although I see that chat is 
only one feature of this product. If you have any opinion/experience about 
integration between ANY chat tool and Remedy, please respond.

I am interested in details of the chat tool, its integration mechanism 
(technical/functional) with Remedy, and also it is positioned/used in your 
environment. Please write about any of the previous points, you don't have to 
hit them all. :)

Thanks in advance.


  

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Dynamic Condition in Flashboards

[sivarama velicheti]

Hi Users,

I have a flashboards question for yo guys. Any suggestions would be
greatly appreciated. I have a scenario where I need to select a Primary
assigned for a ticket (which is a menu consisting of a list of 20 odd
names). Based on my selection the appropriate flashboard needs to be
displayed. I am looking for a way in which I can dynamically pass the
primary name (that I select) to the flashboard variable qualification so
that it displays the appropriate graph. I looked around and found out that I
cannot use the EXTENAL() keyword for flashboards or escalations. Is there
any other way I can achieve this. Because else I would need to build a bunch
of flashboards with the Primary names hardcoded into the qualiication to
display the appropriate graph. Its going to be a maintenance nightmare in
case the names change. Please let me know in case you guys have any
suggestions.

Thanks
Shiva

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Re: Developer Studio - Where to define Email Templates for Notify filter action.

[Andrew Fremont]

Yay!, thanks Kevin.

Andrew.

On Tue, Jan 25, 2011 at 7:05 PM, Kevin Shaffer
wrote:

> **
> Click on the button Show Unsed Fields when defining the Notify action.
>
> --
> Date: Tue, 25 Jan 2011 17:18:24 -0800
> From: andrewfrem...@gmail.com
> Subject: Developer Studio - Where to define Email Templates for Notify
> filter action.
> To: arslist@ARSLIST.ORG
>
> **
> Hi All,
>
> I'm not able to find a place to specify a template for notify action in
> Developer studio :-( .
> In the admin tool, there are three tabs: Fields, Messages, and Templates,
> but I had a hard time to find them on developer studio.
>
> Andrew.
> Thanks
>
> AR Server 7.5.0 P007
> Oracle 11.2.0.1.0
> Windows 2003 server
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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WebServices issues

[sivarama velicheti]

Hi group,

I am facing an issue with the webservices attachment. I am using SOAP Sonar
to consume a web service and I was not able to attach any attachment files
to particular form which I am consuming, I have tried by consuming the web
service using a filter and pushing in the contents from another form. it
worked good I was able to attach the files like text,pdf,csv... etc. I am
wondering why I was not able to attach the attachments with the help of soap
sonar? Any help regarding this issue would be appreciated.

Thanks
Shiva

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Re: License Question...CLOSED

[Matthew Perrault]

Ok
Thanks David,
That explains what that license is for.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Wednesday, January 26, 2011 10:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

The BMC Remedy Self-Service license is a business license, not a programmatic 
license.  It’s nothing to do with read or write licenses.  It represents the 
total number of users that your organization expects to access Service Request 
Management to submit or check status on service requests and utilize Remedy 
Knowledge Management based self-service knowledge articles.  Self-Service 
pricing is based on that number of users.

Additional, and programmatic, licenses are required for the “back-end” 
processing of such service requests.  Those additional licenses represent the 
write licenses needed for your SRM Analysts/technicians, Service Desk 
technicians, Change Managers, Asset Managers, etc.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
Sent: Wednesday, January 26, 2011 08:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Sorry forgot to Add.
ITSM 7.1
ARS 7.1 Patch 8

Thanks

From: Matthew Perrault
Sent: Wednesday, January 26, 2011 10:10 AM
To: 'arslist@ARSLIST.ORG'
Subject: License Question...

All,
Currently we are paying for:
BMC Remedy Self Service − User Add−On License
According to BMC they state it is needed by end users to submit a request?
But That doesn’t make sense.
All you need to submit a request is to have a Read LICENSE, and Service Request 
User permissions.

Now, I’ve done some searching on the web (couldn’t find anything in the 
documentation…) and apparently this “BMC Remedy Self Service” LICENSE
is needed by the Request System.

But How is it needed and Why is it needed?
We have the BMC:SR Mgmt Application license, is this the same thing?
Then I take a look at the quantity of these Licenses that we have, and they 
seem either WAY too low, or WAY too high.

Any help would be appreciated,
Thanks
Matt P.

Re: License Question...

[Easter, David]

There is no such thing as a BMC:Remedy Service Desk license within AR System 
itself.  When you purchase Service Desk, you receive licenses for Incident 
Management and Problem Management.

I don’t know of any license bundle called “Remedy Asset Configuration” so you 
may want to recheck with your sales person on what license bundle was purchased 
thre.  They will have a mapping of what is in the bundle and thus the 
programmatic licenses to chose (if any) within AR System to activate your 
purchase.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Wednesday, January 26, 2011 08:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

**
Matt,

I just spent 5 days with BMC support trying to understand what a BMC:Remedy 
Service Desk license or a BMC Remedy Asset Configuration License is, since 
there is not pull down for either when you try to add a license.

Maybe some one smarter then me (or BMC support) can help?

hbr
On Wed, Jan 26, 2011 at 11:09 AM, Matthew Perrault 
mailto:matthew.perra...@genmills.com>> wrote:
All,
Currently we are paying for:
BMC Remedy Self Service − User Add−On License
According to BMC they state it is needed by end users to submit a request?
But That doesn’t make sense.
All you need to submit a request is to have a Read LICENSE, and Service Request 
User permissions.

Now, I’ve done some searching on the web (couldn’t find anything in the 
documentation…) and apparently this “BMC Remedy Self Service” LICENSE
is needed by the Request System.

But How is it needed and Why is it needed?
We have the BMC:SR Mgmt Application license, is this the same thing?
Then I take a look at the quantity of these Licenses that we have, and they 
seem either WAY too low, or WAY too high.

Any help would be appreciated,
Thanks
Matt P.



--
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

Re: Enabling Web Service in Remedy

[Anderson Debra (PRN)]

I recently posted a similar question and was referred to a very useful
KB article which allowed me to get Web Services running successfully.

 

Look for KM-00024940 KB article while the topic says for Solaris I
would expect that much of the steps would apply to AIX as well!

 

Debra

 

 

Debra Anderson
T  415.808.9118   |   F  415.808.3535   
600 Harrison St *   San Francisco, CA   *   94107

PRN | media where & when it matters

This e-mail (including any attachments) is meant for only the intended
recipient of the transmission, and may include confidential information.
If you are not the intended recipient or you received this e-mail in
error, any review, use, dissemination, distribution, or copying of this
e-mail is strictly prohibited.  If you have received this message in
error, please notify the sender immediately by telephone at (415)
808-3500 or by return e-mail and delete this e-mail, along with any
attachments and copies, from your system.  Thank you.



 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vinay Vermani
Sent: Wednesday, January 26, 2011 6:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Enabling Web Service in Remedy

 

** 

This happens mostly when plugin is not installed properly or ARSystem
configuration is missing information about this plugin

 

Check  ar.cfg file for

Server-Plugin-Alias: ARSYS.ARF.WEBSERVICE ARSYS.ARF.WEBSERVICE
:

 

Check pluginsvr_config.xml file for plugin 
ARSYS.ARF.WEBSERVICE

 

If its missing in both place, you would like to rerun the installer as
Frank suggested. If you see it in pluginsvr_config.xml and not in
ar.cfg, than add  

Server-Plugin-Alias: ARSYS.ARF.WEBSERVICE ARSYS.ARF.WEBSERVICE
: to your ar.cfg file.

 

Check AR intergeration Guide for more details about plugin
configuration.

 

I hope find this information useful for your troubleshooting.

 

Thanks

Vinay Vermani

On Wed, Jan 26, 2011 at 9:04 AM, Frank Caruso 
wrote:

** Rerun the installer and choose the WebServices options.
Also, search the arslist for this topic as it has been recently
discussed. 





On Wed, Jan 26, 2011 at 8:58 AM, Pavan Kumar  wrote:

** 

Can any one help me with this please.

 

Thanks & Regards,

Pavan Kumar



From: Pavan Kumar 
Sent: Tuesday, January 25, 2011 3:42 PM
To: 'arslist@ARSLIST.ORG'
Subject: Enabling Web Service in Remedy

 

Hi Team,

 

We are trying to publish AR system functionality as a web service. This
is for integrate Remedy to a web application (Aperture Vista). But we
get the following error while we try to call the web service.

 

ARERR [8755] The specified plug-in does not exist. :
ARSYS.ARF.WEBSERVICE

Can you please help us in activating the web service in the system?

 

Below are the version details of our remedy:

Product / Server

p25n15e0

Operating System

AIX 5.3

Database

Oracle 10G

AR System

7.0.01

AR Email Engine

7.0.1

JDK/JRE

1.4.0

Mid Tier

7.0.1

Java version

1.4.2

IIS

6

Servlet Exec

5.1.2

BMC Financial Management

 

BMC Atrium CMDB

2.0.1 patch 003

BMC Incident Management

7.0.2 patch 4

BMC Problem Management

7.0.2 

BMC Service Level Management

7.0.2 patch 4

BMC Asset Management

7.0.2 patch 4

BMC Change Management

7.0.2 patch 4

Remedy Approval Server

7.00.01

Remedy Assignment Engine

7.00.01

 

 

Please let me know if you need any further details. Any help is much
appreciated.

 

Thanks & Regards,

Pavan Kumar

Team Lead


__

| Error! Filename not specified. 
|  www.valtech.com    |  Wire line: +91 80 6762
4134  |  Mobile: +91 9880444885  |  pava...@adea.com

Adea...Now a Valtech company

 

 



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Re: License Question...

[Easter, David]

The BMC Remedy Self-Service license is a business license, not a programmatic 
license.  It’s nothing to do with read or write licenses.  It represents the 
total number of users that your organization expects to access Service Request 
Management to submit or check status on service requests and utilize Remedy 
Knowledge Management based self-service knowledge articles.  Self-Service 
pricing is based on that number of users.

Additional, and programmatic, licenses are required for the “back-end” 
processing of such service requests.  Those additional licenses represent the 
write licenses needed for your SRM Analysts/technicians, Service Desk 
technicians, Change Managers, Asset Managers, etc.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
Sent: Wednesday, January 26, 2011 08:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Sorry forgot to Add.
ITSM 7.1
ARS 7.1 Patch 8

Thanks

From: Matthew Perrault
Sent: Wednesday, January 26, 2011 10:10 AM
To: 'arslist@ARSLIST.ORG'
Subject: License Question...

All,
Currently we are paying for:
BMC Remedy Self Service − User Add−On License
According to BMC they state it is needed by end users to submit a request?
But That doesn’t make sense.
All you need to submit a request is to have a Read LICENSE, and Service Request 
User permissions.

Now, I’ve done some searching on the web (couldn’t find anything in the 
documentation…) and apparently this “BMC Remedy Self Service” LICENSE
is needed by the Request System.

But How is it needed and Why is it needed?
We have the BMC:SR Mgmt Application license, is this the same thing?
Then I take a look at the quantity of these Licenses that we have, and they 
seem either WAY too low, or WAY too high.

Any help would be appreciated,
Thanks
Matt P.

Re: License Question...

[Roys, Eric D]

Matt, 

I would bet that there’s some misunderstanding within the sales org at BMC 
about this requirement. I would recommend having a discussion with your account 
rep if no one can offer any other guidance here. Perhaps David Easter can 
enlighten us, as well?

 

-Eric

 



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
Sent: Wednesday, January 26, 2011 10:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

 

“I’m not sure where the User Add-On License came from”

That’s what BMC labeled it, when they sent the quote to us.

 

We are running SRM 2.2, with Submitter mode locked.

I started going through our list of applied licenses (Form: AR System 
Administration: Add or Remove Licenses)

And don’t even see it listed there either, yet we are using SRM just fine.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roys, Eric D
Sent: Wednesday, January 26, 2011 10:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

 

Matt, 

 

Technically, speaking it is not required as a read license will suffice if the 
server is set with Submitter Mode = Locked. That was the case with SRM 2.x, but 
it should carry over to the 7.x version as well since it uses the same 
foundation (CAI) for request creation. I’m not sure where the User Add-On 
License came from but any enlightenment would be appreciated.

 

-Eric

 

 



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
Sent: Wednesday, January 26, 2011 10:10 AM
To: arslist@ARSLIST.ORG
Subject: License Question...

 

All,

Currently we are paying for:

BMC Remedy Self Service − User Add−On License

According to BMC they state it is needed by end users to submit a request?

But That doesn’t make sense.

All you need to submit a request is to have a Read LICENSE, and Service Request 
User permissions.

 

Now, I’ve done some searching on the web (couldn’t find anything in the 
documentation…) and apparently this “BMC Remedy Self Service” LICENSE

is needed by the Request System.

 

But How is it needed and Why is it needed?

We have the BMC:SR Mgmt Application license, is this the same thing?

Then I take a look at the quantity of these Licenses that we have, and they 
seem either WAY too low, or WAY too high.

 

Any help would be appreciated,

Thanks

Matt P.

 

Re: Unicode questions

[Axton]

If you are on Oracle, do not use UTF8.  It's not UTF-8; it's CESU.  Use
AL32UTF8 as the product documentation advises; you will thank yourself
later.

AL16UTF16 has the same unicode version capabilities as AL32UTF8.  The extra
capabilities that AL16UTF16 provides are not used by Remedy and if that kind
of data gets into your system you may end up with a mess of epic
proportions.

On Wed, Jan 26, 2011 at 9:36 AM, Brittain, Mark wrote:

> **
>  First let thank everyone who responded to my last question “Oracle Client
> Question”. Great information, much appreciated.
>
> My next questions is about character sets. The plan is to install ARS 7.5
> on Linux 5.3 with Oracle 11g server and Oracle 10gR2 client. Language is US
> English only.
>
> The Linux server is set to UTF-8. The Oracle database is AL16UTF16.   The
> installation guide states that the Plug-in server “always delivers
> characters in the UTF-8 codeset”. “API accepts and returns characters in the
> UTF-8 encoding. It does not support UTF-16 character encoding.”
>
> I think this is all saying that the data base needs to be UTF-8. Is that
> correct or am I missing something?
>
> Thanks
> Mark
> 
> Mark Brittain
> Remedy Developer
> *NaviSite
> **mbritt...@navisite.com* 
> (315) 453-2912 x5335 (Office)
> (315) 317.2897 (Cell)
>
>
>
>  *    *
> This e-mail is the property of NaviSite, Inc. It is intended only for the
> person or entity to which it is addressed and may contain information that
> is privileged, confidential, or otherwise protected from disclosure.
> Distribution or copying of this e-mail, or the information contained herein,
> to anyone other than the intended recipient is prohibited.
>   _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

___
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Re: Test- Please ignore

[Meyer, Jennifer L]

I didn't get that memo...

Jennifer Meyer
Remedy Technical Support Specialist
State of North Carolina
Office of Information Technology Services
Service Delivery Division ITSM & ITAM Services
Office: 919-754-6543
ITS Service Desk: 919-754-6000
jennifer.me...@nc.gov
http://its.state.nc.us

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.
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Atherly
Sent: Wednesday, January 26, 2011 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Test- Please ignore

**
Sorry we are all on vacation didn't you get the meno?
_

John Atherly  |   APC by Schneider Electric   |  Information, Process & 
Organization (IPO)  |   Remedy Administrator / Developer
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |
Email: john.athe...@apcc.com  |   Site: 
www.apc.com/  |   Address: 132 Fairgrounds Road, West 
Kingston, RI 02892 USA
*** Please consider the environment before printing this e-mail


"Shellman, David" 
Sent by: "Action Request System discussion list(ARSList)" 

01/26/2011 10:51 AM
Please respond to
arslist@ARSLIST.ORG


To

arslist@ARSLIST.ORG

cc

Subject

Re: Test- Please ignore







**
We're ignoring as best as we can.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ars Lister
Sent: Wednesday, January 26, 2011 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Test- Please ignore

**
This is just a test.  Have not received postings since 1/18 and am testing to 
see if I see this one.  Please ignore.

_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"_

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Re: License Question...

[Matthew Perrault]

“I’m not sure where the User Add-On License came from”
That’s what BMC labeled it, when they sent the quote to us.

We are running SRM 2.2, with Submitter mode locked.
I started going through our list of applied licenses (Form: AR System 
Administration: Add or Remove Licenses)
And don’t even see it listed there either, yet we are using SRM just fine.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roys, Eric D
Sent: Wednesday, January 26, 2011 10:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Matt,

Technically, speaking it is not required as a read license will suffice if the 
server is set with Submitter Mode = Locked. That was the case with SRM 2.x, but 
it should carry over to the 7.x version as well since it uses the same 
foundation (CAI) for request creation. I’m not sure where the User Add-On 
License came from but any enlightenment would be appreciated.

-Eric



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
Sent: Wednesday, January 26, 2011 10:10 AM
To: arslist@ARSLIST.ORG
Subject: License Question...

All,
Currently we are paying for:
BMC Remedy Self Service − User Add−On License
According to BMC they state it is needed by end users to submit a request?
But That doesn’t make sense.
All you need to submit a request is to have a Read LICENSE, and Service Request 
User permissions.

Now, I’ve done some searching on the web (couldn’t find anything in the 
documentation…) and apparently this “BMC Remedy Self Service” LICENSE
is needed by the Request System.

But How is it needed and Why is it needed?
We have the BMC:SR Mgmt Application license, is this the same thing?
Then I take a look at the quantity of these Licenses that we have, and they 
seem either WAY too low, or WAY too high.

Any help would be appreciated,
Thanks
Matt P.

Re: License Question...

[Howard Richter]

Matt,

I just spent 5 days with BMC support trying to understand what a BMC:Remedy
Service Desk license or a BMC Remedy Asset Configuration License is, since
there is not pull down for either when you try to add a license.

Maybe some one smarter then me (or BMC support) can help?

hbr

On Wed, Jan 26, 2011 at 11:09 AM, Matthew Perrault <
matthew.perra...@genmills.com> wrote:

>  All,
>
> Currently we are paying for:
>
> BMC Remedy Self Service - User Add-On License
>
> According to BMC they state it is needed by end users to submit a request?
>
> But That doesn't make sense.
>
> All you need to submit a request is to have a Read LICENSE, and Service
> Request User permissions.
>
>
>
> Now, I've done some searching on the web (couldn't find anything in the
> documentation...) and apparently this "BMC Remedy Self Service" LICENSE
>
> is needed by the Request System.
>
>
>
> But How is it needed and Why is it needed?
>
> We have the BMC:SR Mgmt Application license, is this the same thing?
>
> Then I take a look at the quantity of these Licenses that we have, and they
> seem either WAY too low, or WAY too high.
>
>
>
> Any help would be appreciated,
>
> Thanks
>
> Matt P.
>
>


-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270

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Re: License Question...

[Roys, Eric D]

Matt, 

 

Technically, speaking it is not required as a read license will suffice if the 
server is set with Submitter Mode = Locked. That was the case with SRM 2.x, but 
it should carry over to the 7.x version as well since it uses the same 
foundation (CAI) for request creation. I’m not sure where the User Add-On 
License came from but any enlightenment would be appreciated.

 

-Eric

 

 



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
Sent: Wednesday, January 26, 2011 10:10 AM
To: arslist@ARSLIST.ORG
Subject: License Question...

 

All,

Currently we are paying for:

BMC Remedy Self Service − User Add−On License

According to BMC they state it is needed by end users to submit a request?

But That doesn’t make sense.

All you need to submit a request is to have a Read LICENSE, and Service Request 
User permissions.

 

Now, I’ve done some searching on the web (couldn’t find anything in the 
documentation…) and apparently this “BMC Remedy Self Service” LICENSE

is needed by the Request System.

 

But How is it needed and Why is it needed?

We have the BMC:SR Mgmt Application license, is this the same thing?

Then I take a look at the quantity of these Licenses that we have, and they 
seem either WAY too low, or WAY too high.

 

Any help would be appreciated,

Thanks

Matt P.

 

Re: License Question...

[Matthew Perrault]

Sorry forgot to Add.
ITSM 7.1
ARS 7.1 Patch 8

Thanks

From: Matthew Perrault
Sent: Wednesday, January 26, 2011 10:10 AM
To: 'arslist@ARSLIST.ORG'
Subject: License Question...

All,
Currently we are paying for:
BMC Remedy Self Service − User Add−On License
According to BMC they state it is needed by end users to submit a request?
But That doesn’t make sense.
All you need to submit a request is to have a Read LICENSE, and Service Request 
User permissions.

Now, I’ve done some searching on the web (couldn’t find anything in the 
documentation…) and apparently this “BMC Remedy Self Service” LICENSE
is needed by the Request System.

But How is it needed and Why is it needed?
We have the BMC:SR Mgmt Application license, is this the same thing?
Then I take a look at the quantity of these Licenses that we have, and they 
seem either WAY too low, or WAY too high.

Any help would be appreciated,
Thanks
Matt P.

License Question...

[Matthew Perrault]

All,
Currently we are paying for:
BMC Remedy Self Service − User Add−On License
According to BMC they state it is needed by end users to submit a request?
But That doesn’t make sense.
All you need to submit a request is to have a Read LICENSE, and Service Request 
User permissions.

Now, I’ve done some searching on the web (couldn’t find anything in the 
documentation…) and apparently this “BMC Remedy Self Service” LICENSE
is needed by the Request System.

But How is it needed and Why is it needed?
We have the BMC:SR Mgmt Application license, is this the same thing?
Then I take a look at the quantity of these Licenses that we have, and they 
seem either WAY too low, or WAY too high.

Any help would be appreciated,
Thanks
Matt P.

Re: Test- Please ignore

[John Atherly]

Sorry we are all on vacation didn't you get the meno?
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process & 
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
*** Please consider the environment before printing this e-mail 




"Shellman, David"  
Sent by: "Action Request System discussion list(ARSList)" 

01/26/2011 10:51 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Test- Please ignore






** 
We're ignoring as best as we can.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ars Lister
Sent: Wednesday, January 26, 2011 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Test- Please ignore

** 
This is just a test.  Have not received postings since 1/18 and am testing 
to see if I see this one.  Please ignore.

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

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Re: Test- Please ignore

[Sanford, Claire]

So you are not "Ars Lister" you are "Ars Listless"



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ars Lister
Sent: Wednesday, January 26, 2011 9:10 AM
To: arslist@ARSLIST.ORG
Subject: Test- Please ignore


** 
This is just a test.  Have not received postings since 1/18 and am
testing to see if I see this one.  Please ignore.

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

___
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Re: Test- Please ignore

[Shellman, David]

We're ignoring as best as we can.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ars Lister
Sent: Wednesday, January 26, 2011 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Test- Please ignore

**
This is just a test.  Have not received postings since 1/18 and am testing to 
see if I see this one.  Please ignore.

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

___
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attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Unicode questions

[Brittain, Mark]

First let thank everyone who responded to my last question "Oracle Client 
Question". Great information, much appreciated.

My next questions is about character sets. The plan is to install ARS 7.5 on 
Linux 5.3 with Oracle 11g server and Oracle 10gR2 client. Language is US 
English only.

The Linux server is set to UTF-8. The Oracle database is AL16UTF16.   The 
installation guide states that the Plug-in server "always  delivers characters 
in the UTF-8 codeset". "API accepts and returns characters in the UTF-8 
encoding. It does not support UTF-16 character encoding."

I think this is all saying that the data base needs to be UTF-8. Is that 
correct or am I missing something?

Thanks
Mark

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




  
This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.

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Test- Please ignore

[Ars Lister]

This is just a test.  Have not received postings since 1/18 and am testing to 
see if I see this one.  Please ignore.




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Re: Enabling Web Service in Remedy

[Vinay Vermani]

This happens mostly when plugin is not installed properly or ARSystem
configuration is missing information about this plugin

Check  ar.cfg file for
Server-Plugin-Alias: ARSYS.ARF.WEBSERVICE ARSYS.ARF.WEBSERVICE
:

Check pluginsvr_config.xml file for plugin
ARSYS.ARF.WEBSERVICE

If its missing in both place, you would like to rerun the installer as Frank
suggested. If you see it in pluginsvr_config.xml and not in ar.cfg, than
add
Server-Plugin-Alias: ARSYS.ARF.WEBSERVICE ARSYS.ARF.WEBSERVICE
: to your ar.cfg file.

Check AR intergeration Guide for more details about plugin configuration.

I hope find this information useful for your troubleshooting.

Thanks
Vinay Vermani
On Wed, Jan 26, 2011 at 9:04 AM, Frank Caruso wrote:

> ** Rerun the installer and choose the WebServices options.
> Also, search the arslist for this topic as it has been recently discussed.
>
>
>
> On Wed, Jan 26, 2011 at 8:58 AM, Pavan Kumar  wrote:
>
>> **
>>
>> Can any one help me with this please.
>>
>>
>>
>> Thanks & Regards,
>>
>> Pavan Kumar
>>  --
>>
>> *From:* Pavan Kumar
>> *Sent:* Tuesday, January 25, 2011 3:42 PM
>> *To:* 'arslist@ARSLIST.ORG'
>> *Subject:* Enabling Web Service in Remedy
>>
>>
>>
>> Hi Team,
>>
>>
>>
>> We are trying to publish AR system functionality as a web service. This is
>> for integrate Remedy to a web application (Aperture Vista). But we get the
>> following error while we try to call the web service.
>>
>>
>>
>> *ARERR [8755] The specified plug-in does not exist. :
>> ARSYS.ARF.WEBSERVICE*
>>
>> Can you please help us in activating the web service in the system?
>>
>>
>>
>> Below are the version details of our remedy:
>>
>> *Product / Server*
>>
>> *p25n15e0*
>>
>> Operating System
>>
>> AIX 5.3
>>
>> Database
>>
>> Oracle 10G
>>
>> AR System
>>
>> 7.0.01
>>
>> AR Email Engine
>>
>> 7.0.1
>>
>> JDK/JRE
>>
>> 1.4.0
>>
>> Mid Tier
>>
>> 7.0.1
>>
>> Java version
>>
>> 1.4.2
>>
>> IIS
>>
>> 6
>>
>> Servlet Exec
>>
>> 5.1.2
>>
>> BMC Financial Management
>>
>>
>>
>> BMC Atrium CMDB
>>
>> 2.0.1 patch 003
>>
>> BMC Incident Management
>>
>> 7.0.2 patch 4
>>
>> BMC Problem Management
>>
>> 7.0.2
>>
>> BMC Service Level Management
>>
>> 7.0.2 patch 4
>>
>> BMC Asset Management
>>
>> 7.0.2 patch 4
>>
>> BMC Change Management
>>
>> 7.0.2 patch 4
>>
>> Remedy Approval Server
>>
>> 7.00.01
>>
>> Remedy Assignment Engine
>>
>> 7.00.01
>>
>>
>>
>>
>>
>> Please let me know if you need any further details. Any help is much
>> appreciated.
>>
>>
>>
>> Thanks & Regards,
>>
>> Pavan Kumar
>>
>> *Team Lead*
>>
>> *
>> __
>> *
>>
>> *|* *| * www.valtech.com  *|  *Wire
>> line: +91 80 6762 4134  *|*  Mobile: +91 9880444885  *|* * *
>> pava...@adea.com
>>
>> *Adea…**Now a Valtech company*
>>
>>
>>
>> --
>> CONFIDENTIALITY CAUTION/DISCLAIMER
>> Transmission of this email is intended only for the person or entity to
>> which it is addressed and may contain confidential and/or privileged
>> material. Any action in reliance upon this information by the person or
>> entity other than the intended recipient is prohibited and would be at their
>> risk and responsibility. While Adea takes adequate protection against
>> viruses, neither the sender of this mail nor Adea accepts any responsibility
>> or liability for interception, corruption, delay or any virus introduced by
>> this e-mail or any attachment. If you are not the intended recipient or if
>> you have received this in error, please delete this email with attachments,
>> if any, and inform the sender. Thank you for your understanding and
>> co-operation
>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
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Re: Strange ARS Timeout Problem

[Axton]

What do the logs say?  I haven't seen that you've done analysis with the
logs.  Is there a gap in time in the logs (indicating the server was not
doing anything)?  Is there are gap in time in the logs (indicating a long
operation was running?

On Tue, Jan 25, 2011 at 5:49 PM, ZHANG, ERIC L  wrote:

> **
>
> We have sent BMC tech support all the logs including api, filter, sql,
> escalation, thread, plug-in, arfork, even pstack output that were taken
> during hanging, and so far they haven’t been able to identify the cause of
> the problem.
>
>
>
> -Original Message-
> *From:* Axton [mailto:axton.gr...@gmail.com]
> *Sent:* Monday, January 24, 2011 5:45 PM
> *Subject:* Re: Strange ARS Timeout Problem
>
>
>
> ** Try to get the api, filter, and sql logs leading up to the point where
> it started hanging.  Those are your best indicator.  Also check the
> arerror.log for crashes.
>
>
>
> There are things that can cause behavior like this that the logs will
> indicate.  For example, try creating a computed group during production
> operations, or importing a deployable application.
>
> On Thu, Jan 20, 2011 at 3:10 PM, ZHANG, ERIC L  wrote:
>
> **
>
> 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:
>
>
>
>
>   > /* Tue Jan 18 2011 12:06:16.2224 */-GLEWFOK
>
>
>   > /* 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"_
>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: Enabling Web Service in Remedy

[Frank Caruso]

Rerun the installer and choose the WebServices options.
Also, search the arslist for this topic as it has been recently discussed.


On Wed, Jan 26, 2011 at 8:58 AM, Pavan Kumar  wrote:

> **
>
> Can any one help me with this please.
>
>
>
> Thanks & Regards,
>
> Pavan Kumar
>   --
>
> *From:* Pavan Kumar
> *Sent:* Tuesday, January 25, 2011 3:42 PM
> *To:* 'arslist@ARSLIST.ORG'
> *Subject:* Enabling Web Service in Remedy
>
>
>
> Hi Team,
>
>
>
> We are trying to publish AR system functionality as a web service. This is
> for integrate Remedy to a web application (Aperture Vista). But we get the
> following error while we try to call the web service.
>
>
>
> *ARERR [8755] The specified plug-in does not exist. : ARSYS.ARF.WEBSERVICE
> *
>
> Can you please help us in activating the web service in the system?
>
>
>
> Below are the version details of our remedy:
>
> *Product / Server*
>
> *p25n15e0*
>
> Operating System
>
> AIX 5.3
>
> Database
>
> Oracle 10G
>
> AR System
>
> 7.0.01
>
> AR Email Engine
>
> 7.0.1
>
> JDK/JRE
>
> 1.4.0
>
> Mid Tier
>
> 7.0.1
>
> Java version
>
> 1.4.2
>
> IIS
>
> 6
>
> Servlet Exec
>
> 5.1.2
>
> BMC Financial Management
>
>
>
> BMC Atrium CMDB
>
> 2.0.1 patch 003
>
> BMC Incident Management
>
> 7.0.2 patch 4
>
> BMC Problem Management
>
> 7.0.2
>
> BMC Service Level Management
>
> 7.0.2 patch 4
>
> BMC Asset Management
>
> 7.0.2 patch 4
>
> BMC Change Management
>
> 7.0.2 patch 4
>
> Remedy Approval Server
>
> 7.00.01
>
> Remedy Assignment Engine
>
> 7.00.01
>
>
>
>
>
> Please let me know if you need any further details. Any help is much
> appreciated.
>
>
>
> Thanks & Regards,
>
> Pavan Kumar
>
> *Team Lead*
>
> *
> __
> *
>
> *|* *| * www.valtech.com  *|  *Wire
> line: +91 80 6762 4134  *|*  Mobile: +91 9880444885  *|* * *
> pava...@adea.com
>
> *Adea…**Now a Valtech company*
>
>
>
> --
> CONFIDENTIALITY CAUTION/DISCLAIMER
> Transmission of this email is intended only for the person or entity to
> which it is addressed and may contain confidential and/or privileged
> material. Any action in reliance upon this information by the person or
> entity other than the intended recipient is prohibited and would be at their
> risk and responsibility. While Adea takes adequate protection against
> viruses, neither the sender of this mail nor Adea accepts any responsibility
> or liability for interception, corruption, delay or any virus introduced by
> this e-mail or any attachment. If you are not the intended recipient or if
> you have received this in error, please delete this email with attachments,
> if any, and inform the sender. Thank you for your understanding and
> co-operation
>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Enabling Web Service in Remedy

[Pavan Kumar]

Can any one help me with this please.

Thanks & Regards,
Pavan Kumar

From: Pavan Kumar
Sent: Tuesday, January 25, 2011 3:42 PM
To: 'arslist@ARSLIST.ORG'
Subject: Enabling Web Service in Remedy

Hi Team,

We are trying to publish AR system functionality as a web service. This is for 
integrate Remedy to a web application (Aperture Vista). But we get the 
following error while we try to call the web service.

ARERR [8755] The specified plug-in does not exist. : ARSYS.ARF.WEBSERVICE
Can you please help us in activating the web service in the system?

Below are the version details of our remedy:
Product / Server

p25n15e0

Operating System

AIX 5.3

Database

Oracle 10G

AR System

7.0.01

AR Email Engine

7.0.1

JDK/JRE

1.4.0

Mid Tier

7.0.1

Java version

1.4.2

IIS

6

Servlet Exec

5.1.2

BMC Financial Management



BMC Atrium CMDB

2.0.1 patch 003

BMC Incident Management

7.0.2 patch 4

BMC Problem Management

7.0.2

BMC Service Level Management

7.0.2 patch 4

BMC Asset Management

7.0.2 patch 4

BMC Change Management

7.0.2 patch 4

Remedy Approval Server

7.00.01

Remedy Assignment Engine

7.00.01



Please let me know if you need any further details. Any help is much 
appreciated.

Thanks & Regards,
Pavan Kumar
Team Lead
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CONFIDENTIALITY CAUTION/DISCLAIMER
Transmission of this email is intended only for the person or entity to which 
it is addressed and may contain confidential and/or privileged material. Any 
action in reliance upon this information by the person or entity other than the 
intended recipient is prohibited and would be at their risk and responsibility. 
While Adea takes adequate protection against viruses, neither the sender of 
this mail nor Adea accepts any responsibility or liability for interception, 
corruption, delay or any virus introduced by this e-mail or any attachment. If 
you are not the intended recipient or if you have received this in error, 
please delete this email with attachments, if any, and inform the sender. Thank 
you for your understanding and co-operation

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<>

Re: Server Display Name in Atrium Explorer

[Mike Ziniti]

Thank you Jason...I must have missed this section in the guide but it worked
like a charm.
-- 
View this message in context: 
http://ars-action-request-system.1093659.n2.nabble.com/Server-Display-Name-in-Atrium-Explorer-tp5960227p5962672.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Radio button field just shows first button, sometimes

[Drew Shuller]

Try deleting all the .arv and .arf files from the workstation, as a
troubleshooting measure.

Drew Shuller
Soto Cano Air Base

On Tue, Jan 25, 2011 at 5:48 PM, Jason Miller wrote:

> ** Win 7 32 bit or 64 bit?  If 64 bit try WUT 7.6.03.  We have had much
> better success with WUT 7.6.03 on 64 bit Win7/2008 machines.
>
> Jason
>
>  On Mon, Jan 24, 2011 at 6:39 AM, Martin, Dwayne - martinrd <
> marti...@jmu.edu> wrote:
>
>> **
>>
>> Dear List,
>>
>>
>>
>> We have a radio button field with 9 options, that is supposed to look like
>> this:
>>
>> But about 2/3 of the time it appears like this:
>>
>> 
>>
>> Only the circle of the first option appears.  If you close the window and
>> re-open it a few times it eventually appears properly.  This is a regular
>> database field on a regular database form.   So far we’ve only seen this
>> happen on one machine (Win 7), but this form normally only gets opened on
>> that one machine.  It happens in both WUT 7.1 and 7.5.  So far we haven’t
>> seen it in Mid Tier, but haven’t tried it that often.
>>
>>
>>
>> Any ideas?
>>
>> Dwayne Martin
>>
>> James Madison University
>>
>> ARS 7.1 P3, RH Linux server, Oracle 10.2 db
>>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
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Mid-tier Profiling (Remedy 7.6)

[Kali Obsum]

Hi,
 
We've enabled the Mid-tier Profiling Option in our Mid-tier and we've
restarted all our web servers. However, I couldn't see the Show Profile
and Clear Profile buttons in the Forms.
 
Does anyone know where to find it?'
 
Thanks!
 
Regards,
Kali
 

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