Re: Data Archiving to Vendor form!! will it work?

[Viki_kulkarni]

hi,

yes seems like the solution that I had suggested but was shot down due to
lack of a good machine to hold the archive data for 150 forms. The
application is running since last 8 years at least and has huge data. cant
put a new AR server on a different machine what I have got is a old DB
machine that no one is using now and has a database installed and hence
planning to use that.

I could run a POC successfully with minor glitches.
what i did was just replicated the T table of one of my base form and
associated a view form to the new table created on a different database. 

And with help of 2 escalations was able to push data to the new form and
then delete the data from my base form. This gives me the ease of accessing
the archived data from the same AR system application yet still achieve
archiving without installing any new AR Server and managing users.

hope i am not missing anything...

Thanks,
Viki

Misi Mladoniczky wrote:
> 
> Hi,
> 
> It will be complicated to create identical Vendor forms in this way, or so
> I would think.
> 
> If you really need to put it on a separate database, why not install a new
> AR Server on that machine?
> 
> You can then use RRR|Chive to move records from your production server to
> the archive server. I have done this in a number of cases, mainly before
> the Archiving functionality was created.
> 
> In this case you can just import the same definitions you have in your
> production environment, and reports etc will work for your archive server
> as well as for your production server.
> 
> You can grant read-access for your users into the archive-server without
> the need of costly write-licenses (fixed or floating).
> 
> Best Regards - Misi, RRR AB, http://www.rrr.se
> 
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
> 
>> hi Listers,
>>
>> We are trying to enable archiving on ARS 5.01. Yes we are aware that we
>> dont
>> have archiving functionality on ARS 5.0.1 (correct me if wrong). So here
>> is
>> how I am planning to do it and would like you guys to have a look at and
>> with all the experience you have it will be great review.
>>
>> The purpose of archiving is to increase performance while searching and
>> to
>> reduce database size.
>>
>> Hence what I am suggesting is to create a new database with tables same
>> as
>> in AR database. (the T Tables). Then I will create vendor forms for all
>> the
>> forms that I need to archive and map them to the new database tables that
>> I
>> have created similar to the AR T tables using ARDBC plugin. Now I will
>> run
>> an esclation that will move the records from AR server forms to the new
>> vendor forms by a special user AR_ARCHIVER just as it does with the
>> inbuilt
>> archiving.All other users will have only read only access to the archive
>> form as per the inbuilt functionality.
>>
>> Now this will reduce the number of records on the AR Server forms and
>> move
>> it to the archive vendor form. (At least that is the idea)
>>
>> Now I am aware that I will need to keep an eye on all the changes that
>> happens to the base form in terms of field addition and need to replicate
>> on
>> the vendor archive form. But thats ok with us as there wont be any change
>> we
>> guess.
>>
>> So let me know if you guys think this will work? I am currently trying
>> for
>> a
>> small POC for the same will update for the same once I pass/fail and what
>> would be the pros and cons for the same.
>>
>> Just trying to think OOTB :)
>>
>> Thanks,
>> Viki
>> --
>> View this message in context:
>> http://old.nabble.com/Data-Archiving-to-Vendor-form%21%21-will-it-work--tp30786586p30786586.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"
>>
> 
> ___
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> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> 

-- 
View this message in context: 
http://old.nabble.com/Data-Archiving-to-Vendor-form%21%21-will-it-work--tp30786586p30804561.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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7.6.04 Delta Data Migration tool

[Phil]

Hi,

I've been unable to find a description of the new Delta Data Migration
tool in the ARS/ITSM 7.6.04 documentation.

Does anyone know which BMC 7.6.04 document includes the Delta Data
Migration tool details?

Thanks

Phil

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Re: 7.6.04 Delta Data Migration tool

[Roger Justice]

See if it is included with the Migrator documentation.





-Original Message-
From: Phil 
To: arslist 
Sent: Mon, Jan 31, 2011 8:23 am
Subject: 7.6.04 Delta Data Migration tool


Hi,
I've been unable to find a description of the new Delta Data Migration
ool in the ARS/ITSM 7.6.04 documentation.
Does anyone know which BMC 7.6.04 document includes the Delta Data
igration tool details?
Thanks
Phil
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Re: How to get rid of scrollbars in SRM

[Pierson, Shawn]

I'm on version 7.6 of SRM.  It is possible that the panels are causing it, but 
I'm having difficulty telling where the scrollbars are coming from because in 
the tools I have it looks like they may be part of the iframe, although I can 
see that the system does respect the "overflow:hidden" style reference in the 
iframe.

I'm going to try setting the size based on Roger Justice's comment and see if 
they disappear, although that isn't a great workaround if I'm supposed to embed 
SRM within another application.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, January 28, 2011 11:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to get rid of scrollbars in SRM

**

What version of SRM?  Are the scrollbars being caused by panels and not you 
iframe? I have seen (resizable?) panels show a scrollbar if you make the window 
too small.

Jason
On Jan 28, 2011 4:58 PM, "Pierson, Shawn" 
mailto:shawn.pier...@sug.com>> wrote:
> Good morning folks,
>
> I'm working on embedding SRM's Request Entry screen within SharePoint, and it 
> works fine except for one challenge that I am facing. Basically, within my 
> iFrame the system is displaying scrollbars. My HTML for the iFrame is:
>
>  src="http://remedyserver/arsys/forms/remedyserver/SRS%3AServiceRequestConsole/enduser/";
>  scrolling="no" frameBorder="0" style="overflow:hidden;" >
>
> I've tried two ways of removing the scrollbars as are indicated there:
>
> 1) Scrolling="no"
>
> 2) Style="overflow:hidden;"
> Either of those should remove the scrollbars, but they appear anyway. Also, 
> they don't appear on the login page, but only on the actual Request Entry 
> screen. They are caused by the static background image that SRM uses, and 
> what makes it worse is that if I open a form from there, I have two sets of 
> scrollbars parallel to each other. My thought is that perhaps the Request 
> Entry screen is using its own iFrame that has scrolling turned on, but that 
> doesn't appear to be the case based on IE's built in profiler where I can see 
> both of those tags are being used on the iFrame.
>
> Any ideas of what I could be doing wrong or suggestions on how to 
> successfully embed SRM within SharePoint?
>
> Thanks,
>
> Shawn Pierson
> Remedy Developer | Southern Union
>
> Private and confidential as detailed here: 
> http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
> link, please e-mail sender.
>
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> www.arslist.org
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> Answers Are"
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Re: ITSM Suite 7.6.04 (including AR System 7.6.04) has reached general availability

[Robert Fults]

Just downloaded  the new version and noticed that SRM comes with something 
called Identity Request Management.  What is this about?  Is BMC going to be 
developing some integrations to other IDMs, or this just an SDK for us to do it 
ourselves?

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

From: Easter, David [mailto:david_eas...@bmc.com]
Sent: Friday, January 28, 2011 9:24 PM
Subject: ITSM Suite 7.6.04 (including AR System 7.6.04) has reached general 
availability

**
FYI - The IT Service Management Suite version 7.6.04 has reached general 
availability and is available for download from the Product Downloads 
(EPD) site.

The compatibility matrix site will be updated within the next few business days.

-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.

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

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Re: Data Archiving to Vendor form!! will it work?

[Grooms, Frederick W]

I have done a similar archive using DSO to handle the copy/delete of records.  
Most people don't think of using DSO on the same server, but it is a simple 
solution and will keep the Record/Entry ID's the same.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Viki_kulkarni
Sent: Monday, January 31, 2011 2:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Data Archiving to Vendor form!! will it work?

hi,

yes seems like the solution that I had suggested but was shot down due to
lack of a good machine to hold the archive data for 150 forms. The
application is running since last 8 years at least and has huge data. cant
put a new AR server on a different machine what I have got is a old DB
machine that no one is using now and has a database installed and hence
planning to use that.

I could run a POC successfully with minor glitches.
what i did was just replicated the T table of one of my base form and
associated a view form to the new table created on a different database. 

And with help of 2 escalations was able to push data to the new form and
then delete the data from my base form. This gives me the ease of accessing
the archived data from the same AR system application yet still achieve
archiving without installing any new AR Server and managing users.

hope i am not missing anything...

Thanks,
Viki

Misi Mladoniczky wrote:
> 
> Hi,
> 
> It will be complicated to create identical Vendor forms in this way, or so
> I would think.
> 
> If you really need to put it on a separate database, why not install a new
> AR Server on that machine?
> 
> You can then use RRR|Chive to move records from your production server to
> the archive server. I have done this in a number of cases, mainly before
> the Archiving functionality was created.
> 
> In this case you can just import the same definitions you have in your
> production environment, and reports etc will work for your archive server
> as well as for your production server.
> 
> You can grant read-access for your users into the archive-server without
> the need of costly write-licenses (fixed or floating).
> 
> Best Regards - Misi, RRR AB, http://www.rrr.se
> 
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
> 
>> hi Listers,
>>
>> We are trying to enable archiving on ARS 5.01. Yes we are aware that we
>> dont
>> have archiving functionality on ARS 5.0.1 (correct me if wrong). So here
>> is
>> how I am planning to do it and would like you guys to have a look at and
>> with all the experience you have it will be great review.
>>
>> The purpose of archiving is to increase performance while searching and
>> to
>> reduce database size.
>>
>> Hence what I am suggesting is to create a new database with tables same
>> as
>> in AR database. (the T Tables). Then I will create vendor forms for all
>> the
>> forms that I need to archive and map them to the new database tables that
>> I
>> have created similar to the AR T tables using ARDBC plugin. Now I will
>> run
>> an esclation that will move the records from AR server forms to the new
>> vendor forms by a special user AR_ARCHIVER just as it does with the
>> inbuilt
>> archiving.All other users will have only read only access to the archive
>> form as per the inbuilt functionality.
>>
>> Now this will reduce the number of records on the AR Server forms and
>> move
>> it to the archive vendor form. (At least that is the idea)
>>
>> Now I am aware that I will need to keep an eye on all the changes that
>> happens to the base form in terms of field addition and need to replicate
>> on
>> the vendor archive form. But thats ok with us as there wont be any change
>> we
>> guess.
>>
>> So let me know if you guys think this will work? I am currently trying
>> for
>> a
>> small POC for the same will update for the same once I pass/fail and what
>> would be the pros and cons for the same.
>>
>> Just trying to think OOTB :)
>>
>> Thanks,
>> Viki

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WWRUG11: Sharing Tools, Technology and Training See you in September in D.C.

[Daniel Bloom]

It is with great pleasure, and anticipation, that on behalf of the
conference Advisory Board I announce the date and location:
 
Sept 19-23. Hilton Alexandria Mark Center, Alexandria, VA (Washington D.C.
area)
 
Stay tuned for more information as we head towards our February 14th launch
of Registration and the updated website at www.wwrug11.com
 
There are a lot of exciting things in the works as we take over the Hotel
(their entire convention center) for our event.
 
... Dan
Daniel Bloom
Conference Chairman
 
Celebrating 20 years of the  AR System
 
 
 
 
 

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Re: RUT Error

[LJ LongWing]

Mark,

If it is only that user on that machine (other users performing same action
on same computer don't have problem), then I would recommend clearing out
the arf and arv files.  If all users on the machine are having problem then
it may be a corrupted DLL, if same user has the problem on ALL machines, it
may be a preference record problem.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 28, 2011 9:04 AM
To: arslist@ARSLIST.ORG
Subject: RUT Error

 

** 

Hi All & TGIF,

 

I have a user who is getting the Remedy User Application has encountered a
problem and needs to close error. Also getting The instruction at 0x73dd1a3
referenced memory at 0x4. The memory could not be read.

 

ARS and RUT are both version 6.3 patch 20. This occurred when the user
placed a name in a field and searched. Only happens on one customer form Any
ideas on what the problem could be and how to correct?

 

Thanks

Mark 


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Re: Strange ARS Timeout Problem

[ZHANG, ERIC L]

***I apologize if you receive the posting twice - I tried to send the
posting with two pstack output attachments (less than 1 MB in size) but
couldn't.***

 

First of all, thanks to all who responded and provided valuable
suggestions to our issue.

 

Rejesh,

 

It happens randomly not at a fixed time. Sometime it happened early in
the morning or at night when there were just a few users, while other
time it happened during the peak business hours. When it happens, it
affects both web user and native client user.

 

Fred,

 

I did steal the script (from one of your early postings) and have put it
in place after I tweaked it a little since we encountered the problem.
Thanks Fred.

 

The BMC support is really looking for at this time is the pstack output
for arplugin during hanging because they think it might be arplugin
causing the problem (see comments form BMC support below).  I will also
try to get truss and dtrace (recommended by Axton) for arserverd and
plugin when it happens again 

 

Bob,

 

It's interesting you mentioned the dispatcher thread, because BMC tech
support has recommended turning on dispatcher logging.  I'm going to
look at the RPC-Non-Blocking-IO setting.  I am attaching a couple of the
pstack outputs for anyone is familiar with pstack to take a look.

 

 

I have received updates from BMC support and implemented some changes:

 

Added into ar.conf:

 

External-Authentication-Return-Data-Capabilities: 31

Plugin-Filter-API-Threads: 4 20

Approval-RPC-Socket: 390631

Private-RPC-Socket:  390631   2   4

 

Updated in ar.conf:

 

Next-ID-Block-Size from 10 to 40

Delay-Recache-Time from 5 to 120

 

Adjusted threads numbers:

 

- CAI Plugin threads: 

Private-RPC-Socket:  390680  24  24   to:Private-RPC-Socket:
390680  16  24

 

- RPC Plugin Loopback threads

Private-RPC-Socket:  390626   8  16to:
Private-RPC-Socket:  390626   4  10

 

 

Here are some comments from BMC support:

 

"It looks that the cause of the entire problem could be arplugin not
responding during that time, as in the logs we saw at least two threads
who were making a call to plugin server and they are waiting for a
response from plugin server, one for authentication and other for
getting the information via the vendor form and if other users are ITSM
users, so they would be using overview console which again use a
plugin."

 

"It showed that it might be waiting from the database and in one of the
other call on Thread 9 , it showed that plugin call is being made, and
that is taking time, that being the reason I suggested to add External
Authentication parameter, so that it don't have to authenticate for
everything."

 

"In one of the call, it also showed that one escalation is triggering,
that is giving a call to filter and some filter operations are performed
which is creating a db entry in there and that is taking time."

 

"In the plugin log, we see the last successful CAI plugin call and after
that plugin server stopped responding for some reason. Can you please
check how many records you have in the CAI:Events form? Is that too
many? Do you see any of the old or errored records as well?  If you see
the old records, will that be possible to remove those records from
CAI:events forms (or you can take a backup after exporting and then
delete), just incase if those are bad records or very old records."   -
I did clean up old records in CAI:Events and CAI:EventParams.

 

 

Thanks,

Eric

 


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Remedy Windows User Client 7.6.04--has anyone heard of client crashing errors?

[Meyer, Jennifer L]

Has anyone reported or heard of the Remedy Windows User Client v 7.6.04 
repeatedly crashing?  I installed it this morning, then uninstalled it, 
reinstalled it, uninstalled it again, deleted all associated files, folders, 
and registry entries, reinstalled it, restarted my computer, etc... ad nauseum. 
 It seems to crash about 2 minutes and 30 seconds after opening.  I haven't 
been able to keep it running for a straight 3 minutes-literally.

Here's my PC information:

Windows XP Professional
V 2002, SP 3

Intel Core 2 Dual CPU
T7500 @2.20 GHz
2.19 GHz, @GB RAM
x86 Family 6 Model 15 Stepping 11, GenuineIntel

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.

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Re: ITSM Suite 7.6.04 (including AR System 7.6.04) has reached general availability

[Brock, Anne]

As I just learned, our new Identity Mgmt application - IRM - works with BMC 
identity tools (Control-SA) and with Oracle and Sailpoint.  We are working on 
other 3rd party adapters, don't know which ones. Not sure about an SDK.

Hope that helps

Anne Brock
Principal SC

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Fults
Sent: Monday, January 31, 2011 6:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Suite 7.6.04 (including AR System 7.6.04) has reached general 
availability

**
Just downloaded  the new version and noticed that SRM comes with something 
called Identity Request Management.  What is this about?  Is BMC going to be 
developing some integrations to other IDMs, or this just an SDK for us to do it 
ourselves?

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

From: Easter, David [mailto:david_eas...@bmc.com]
Sent: Friday, January 28, 2011 9:24 PM
Subject: ITSM Suite 7.6.04 (including AR System 7.6.04) has reached general 
availability

**
FYI - The IT Service Management Suite version 7.6.04 has reached general 
availability and is available for download from the Product Downloads 
(EPD) site.

The compatibility matrix site will be updated within the next few business days.

-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.

_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: RUT Error (update)

[Brittain, Mark]

I had three separate users on different machines experience the same error. The 
error has been narrowed down to one record. If the search includes that one 
record the error occurs. Any other records it does not.

If I search on that record number I get a different error. 91 - RPC call 
failed, RPC cannot decode result.

I have viewed the record on the db and don't see anything wrong with it. Data 
looks consistent without any weird characters. I have not looked yet for 
attachments so I don't know if the problem is there. So I have not decided what 
to do with it. I do use field 112 and might just take the data out of that 
field so users don't get it.

Still concerned about the cause. If anyone has any ideas, please let me know.

Thanks
Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Monday, January 31, 2011 10:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: RUT Error

**
Mark,
If it is only that user on that machine (other users performing same action on 
same computer don't have problem), then I would recommend clearing out the arf 
and arv files.  If all users on the machine are having problem then it may be a 
corrupted DLL, if same user has the problem on ALL machines, it may be a 
preference record problem.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 28, 2011 9:04 AM
To: arslist@ARSLIST.ORG
Subject: RUT Error

**
Hi All & TGIF,

I have a user who is getting the Remedy User Application has encountered a 
problem and needs to close error. Also getting The instruction at 0x73dd1a3 
referenced memory at 0x4. The memory could not be read.

ARS and RUT are both version 6.3 patch 20. This occurred when the user placed a 
name in a field and searched. Only happens on one customer form Any ideas on 
what the problem could be and how to correct?

Thanks
Mark
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Re: 7.6.04 Delta Data Migration tool

[Misi Mladoniczky]

Hi,

The release notes points us to:
Delta Data Migration Server Setup and Implementation White Paper

I wonder what this could be? I am unable to find that White Paper...

Maybe you should user rrrChive instead ;-)

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

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

> Hi,
>
> I've been unable to find a description of the new Delta Data Migration
> tool in the ARS/ITSM 7.6.04 documentation.
>
> Does anyone know which BMC 7.6.04 document includes the Delta Data
> Migration tool details?
>
> Thanks
>
> Phil
>
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Re: RUT Error (update)

[LJ LongWing]

>From the error I would think the problem may be with a diary entry, lots of
problems with copy and paste from other applications causing issues in diary
fields in the past..I would personally focus my attention on any diary
fields you have on the form.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Monday, January 31, 2011 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: RUT Error (update)

 

** 

I had three separate users on different machines experience the same error.
The error has been narrowed down to one record. If the search includes that
one record the error occurs. Any other records it does not. 

 

If I search on that record number I get a different error. 91 - RPC call
failed, RPC cannot decode result.

 

I have viewed the record on the db and don't see anything wrong with it.
Data looks consistent without any weird characters. I have not looked yet
for attachments so I don't know if the problem is there. So I have not
decided what to do with it. I do use field 112 and might just take the data
out of that field so users don't get it. 

 

Still concerned about the cause. If anyone has any ideas, please let me
know.

 

Thanks

Mark

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Monday, January 31, 2011 10:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: RUT Error

 

** 

Mark,

If it is only that user on that machine (other users performing same action
on same computer don't have problem), then I would recommend clearing out
the arf and arv files.  If all users on the machine are having problem then
it may be a corrupted DLL, if same user has the problem on ALL machines, it
may be a preference record problem.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 28, 2011 9:04 AM
To: arslist@ARSLIST.ORG
Subject: RUT Error

 

** 

Hi All & TGIF,

 

I have a user who is getting the Remedy User Application has encountered a
problem and needs to close error. Also getting The instruction at 0x73dd1a3
referenced memory at 0x4. The memory could not be read.

 

ARS and RUT are both version 6.3 patch 20. This occurred when the user
placed a name in a field and searched. Only happens on one customer form Any
ideas on what the problem could be and how to correct?

 

Thanks

Mark 

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

 

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This e-mail is the property of NaviSite, Inc. It is intended only for the
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is privileged, confidential, or otherwise protected from disclosure.
Distribution or copying of this e-mail, or the information contained herein,
to anyone other than the intended recipient is prohibited.

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Re: RUT Error (update)

[Francois Seegers]

Hi Mark,

We came accross this error before and found the issue to be a diary field 
having over "I think" 32KB of space.  Backup the record and analyze the size of 
the text in the diary field.

Regards
Francois

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Monday, January 31, 2011 9:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: RUT Error (update)

**
>From the error I would think the problem may be with a diary entry, lots of 
>problems with copy and paste from other applications causing issues in diary 
>fields in the pastI would personally focus my attention on any diary 
>fields you have on the form.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Monday, January 31, 2011 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: RUT Error (update)

**
I had three separate users on different machines experience the same error. The 
error has been narrowed down to one record. If the search includes that one 
record the error occurs. Any other records it does not.

If I search on that record number I get a different error. 91 - RPC call 
failed, RPC cannot decode result.

I have viewed the record on the db and don't see anything wrong with it. Data 
looks consistent without any weird characters. I have not looked yet for 
attachments so I don't know if the problem is there. So I have not decided what 
to do with it. I do use field 112 and might just take the data out of that 
field so users don't get it.

Still concerned about the cause. If anyone has any ideas, please let me know.

Thanks
Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Monday, January 31, 2011 10:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: RUT Error

**
Mark,
If it is only that user on that machine (other users performing same action on 
same computer don't have problem), then I would recommend clearing out the arf 
and arv files.  If all users on the machine are having problem then it may be a 
corrupted DLL, if same user has the problem on ALL machines, it may be a 
preference record problem.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 28, 2011 9:04 AM
To: arslist@ARSLIST.ORG
Subject: RUT Error

**
Hi All & TGIF,

I have a user who is getting the Remedy User Application has encountered a 
problem and needs to close error. Also getting The instruction at 0x73dd1a3 
referenced memory at 0x4. The memory could not be read.

ARS and RUT are both version 6.3 patch 20. This occurred when the user placed a 
name in a field and searched. Only happens on one customer form Any ideas on 
what the problem could be and how to correct?

Thanks
Mark
_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.
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Are"_
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are intended solely for the use of the individual or entity to whom they are 
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7.6.03 dataimporttool userid validation issue (9093 error)

[White, Michael W (Mike)]

Arslist,

We upgraded from 7.0.1 to 7.6.3 about a week and a half ago 
(Oracle 10g database on a Solaris 5.10 server).

We have a few applications that import external data to various 
forms, controlled by records in a central form.  User attaches external file to 
control record and sets an "import" check-box field.  A triggered Filter 
detaches the file to our server and executes a script to run the import, 
providing necessary arguments.  In some applications, we use -u and -p import 
options for userid and password.  When we do, we're now seeing 9093 errors - 
User is currently connected from another machine.  Only for non-administrator 
userids, regardless of fixed or floating write license type.  Presumably it's 
due to the IP addresses of the user's workstation and our server.

We're tried the -v option to "force override" (Integration 
Guide, p. 243), but it didn't seem to have any affect.

By any chance, have any of you seen this behavior?  Thanks in 
advance for any light you can shed...

Mike White
EMail michael.wh...@verizon.com
Office 813.978.2192


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Re: 7.6.03 dataimporttool userid validation issue (9093 error)

[LJ LongWing]

Mike,

For our server side import scripts we usually use an admin account to avoid
this type of error.  

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of White, Michael W (Mike)
Sent: Monday, January 31, 2011 12:39 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.03 dataimporttool userid validation issue (9093 error)

 

** 

Arslist,

 

We upgraded from 7.0.1 to 7.6.3 about a week and a half ago
(Oracle 10g database on a Solaris 5.10 server).

 

We have a few applications that import external data to
various forms, controlled by records in a central form.  User attaches
external file to control record and sets an "import" check-box field.  A
triggered Filter detaches the file to our server and executes a script to
run the import, providing necessary arguments.  In some applications, we use
-u and -p import options for userid and password.  When we do, we're now
seeing 9093 errors - User is currently connected from another machine.  Only
for non-administrator userids, regardless of fixed or floating write license
type.  Presumably it's due to the IP addresses of the user's workstation and
our server.

 

We're tried the -v option to "force override" (Integration
Guide, p. 243), but it didn't seem to have any affect.

 

By any chance, have any of you seen this behavior?  Thanks
in advance for any light you can shed.

 

Mike White

EMail michael.wh...@verizon.com

Office 813.978.2192

 

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Re: ARS 7.5 Consuming a Web Service that requires AD Authentication

[Jason Miller]

Hi Sergio,

When talking with BMC support it is a limitation; only basic authentication
is supported.

We did come up with a workaround and were able to consume the web service
but I don't think it was a production worthy solution.  As a proof of
concept we used BURP Proxy to add on the NTLM authentication (see bottom of
email for info).  One function of BURP Proxy is to add NTLM credentials to a
request.  We put BURP Proxy on our test Remedy application server, pointed
the filter that consumes the web service to localhost which was actually the
BURP Proxy configured to proxy to our LANDesk server.  It worked but since
BURP's purpose is to intercept traffic all of that logging adds overhead as
well as creates an intermediate log of all of the traffic/data.  Putting
man-in-the-middle software in a production environment as a workaround just
didn't seem like a good idea.

The LANDesk web services were sidelined so we never worked out a final
solution.  Instead of using the BURP Proxy we talked about two other
solutions:

   1. Our LANDesk team is also very handy with .NET and MS technologies.  We
   tossed around the idea of them creating a middle-ware that would replace
   BURP Proxy it's only function would be to tack on NTLM authentication and
   pass the request to LANDesk
   2. We also talked about installing a new LANDesk instance just for web
   services and various automation/integrations (this is the most likely
   candidate we would have gone with).  On this one instance (website) we would
   allow basic authentication but secure it with SSL to encrypt the clear text
   password and ACLs to limit what hosts could access the website publishing
   the web service.

On a side note, BURP Proxy is a pretty cool tool and something I am keeping
handing to troubleshoot and profile web apps.

HTH,
Jason

BURP Proxy:
http://portswigger.net/burp/proxy.html

Burp Proxy is an intercepting proxy server for security testing of web
applications. It operates as a man-in-the-middle between your browser and
the target application, allowing you to:

* Intercept and modify all HTTP/S traffic passing in both directions.
* Easily analyze all kinds of content, with automatic colorizing of
request and response syntax, rendering of web content, and parsing of
serialization schemes like AMF.
* Apply fine-grained rules to determine which requests and responses are
intercepted for manual testing.
* View all traffic in the detailed proxy history, with advanced filters
and search functions.
* Send interesting items to other Burp Suite tools with a single click.
* Save all of your work, and resume working later.
* Quickly search and highlight interesting content within HTTP messages.
* Work with custom SSL certificates and non-proxy-aware clients.
* Define rules to automatically modify requests and responses without
manual intervention.

Burp Proxy provides the foundation for Burp Suite's user-driven workflow,
allowing you to use an application in the normal way via your browser, and
yet have full control of all its requests and responses. Using the proxy,
you can quickly understand how the application works and start testing it
manually, and you can also pass individual requests to other Burp tools for
more advanced, customized and automated testing.



On Fri, Jan 28, 2011 at 3:10 AM, Sergio Feito  wrote:

> ** Hi Jason
>
> I have the same problem consuming a web service with windows integrated
> authentication.
> Were you able to solve the problem? or it is a Remedy limitation.
>
> Best regards.
>
> 2010/3/24 Jason Miller 
>
>> ** Hello List,
>>
>>
>> We are working to consume a LANDesk web service to bring in asset
>> information into the our CMDB (7.6).  We are encountering an issue with
>> authenticating to the LD server.  They are using Windows integrated
>> authentication to secure access the web service.  We have tried using
>> domain\username with no luck.
>>
>> Can Remedy use more than just basic authentication to consume a web
>> service?  I am sure somebody has come up against this before.
>>
>> Thanks,
>> Jason
>>
>> ARS 7.5 p1
>> Windows 2008 x64
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

[Guillaume Rheault]

Hi David,

Will the Create Date and Modified Date(field IDs 3 and 6) need to be indexed in 
all the forms in the source system, so the delta data migration tool can 
quickly fetch the entries created or updated from a specific timestamp, to 
migatre the delta data into the new production system?

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Easter, David [david_eas...@bmc.com]
Sent: Sunday, January 30, 2011 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Long running ITSM 7.6 upgrade

Two recent capabilities are intended to assist with these kind of situations.


1.   The ITSM Preconfigured Suite Stack Installer.  The Suite Stack 
Installer (SSI) enables a fresh install of the entire ITSM Suite to be 
installed in an hour or two.  All of the applications and configurations are 
pre-loaded in a DB image provided by BMC – so the installer need only lay down 
the binaries and copy the DB image into an empty DB instance provided by you.  
Time has been reduced from up to 60 hours down to 1-2 hours for a fresh 
install.  While the SSI cannot be used for upgrades, it is good for creating a 
staging, development or POC system.

2.   Delta Data Migration.  The ITSM Suite 7.6.04 includes utilities that 
enable you to migrate data from your production environment to a 
staging/development server until you are ready to switch over from development 
to production.  Basically, you’ll create a parallel system in 
staging/development that will eventually become your production server.  When 
your maintenance window arrives, you can bring down both systems, transfer the 
last bit of user data (which should be only a couple of hours or, at most days) 
and then bring up the staging server as your new production server.  Downtime 
has been reduced to 4 hours or less using this methodology.

-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.


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Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

[Roger Justice]

When I used it I did not make any new indexes and I was able to move, on a good 
network, over 100K records per hour.





-Original Message-
From: Guillaume Rheault 
To: arslist 
Sent: Mon, Jan 31, 2011 3:57 pm
Subject: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)


** 
Hi David,

Will the Create Date and Modified Date(field IDs 3 and 6) need to be indexed in 
all the forms in the source system, so the delta data migration tool can 
quickly fetch the entries created or updated from a specific timestamp, to 
migatre the delta data into the new production system? 

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Easter, David [david_eas...@bmc.com]
Sent: Sunday, January 30, 2011 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Long running ITSM 7.6 upgrade




Two recent capabilities are intended to assist with these kind of situations.
 
1.   The ITSM Preconfigured Suite Stack Installer.  The Suite Stack 
Installer (SSI) enables a fresh install of the entire ITSM Suite to be 
installed in an hour or two.  All of the applications and configurations are 
pre-loaded in a DB image provided by BMC – so the installer need only lay down 
the binaries and copy the DB image into an empty DB instance provided by you.  
Time has been reduced from up to 60 hours down to 1-2 hours for a fresh 
install.  While the SSI cannot be used for upgrades, it is good for creating a 
staging, development or POC system.
2.   Delta Data Migration.  The ITSM Suite 7.6.04 includes utilities that 
enable you to migrate data from your production environment to a 
staging/development server until you are ready to switch over from development 
to production.  Basically, you’ll create a parallel system in 
staging/development that will eventually become your production server.  When 
your maintenance window arrives, you can bring down both systems, transfer the 
last bit of user data (which should be only a couple of hours or, at most days) 
and then bring up the staging server as your new production server.  Downtime 
has been reduced to 4 hours or less using this methodology.
 
-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.



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

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Re: Remedy Windows User Client 7.6.04--has anyone heard of client crashing errors?

[strauss]

I'll test this once I get the suite installer to behave itself (if that is 
indeed possible).  I am trying to upgrade an existing 7.6.03 install and the 
installer keeps trying to overwrite an existing ARSystem database, not upgrade 
it as is my intention.  It finds it, validates it, tests credentials (SQL 
Server auth since this is on a 2008 R2 VM that isn't in a domain, using SQL 
Server 2008 on an adjacent VM), but then insists that it is going to overwrite 
it during installation.  No way - that db already has all of the apps and 
sample data installed - it MUST be upgraded!!! It would appear that the 7.6.04 
installer is just as fubar as the previous versions.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Meyer, Jennifer L
Sent: Monday, January 31, 2011 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Windows User Client 7.6.04--has anyone heard of client crashing 
errors?

**
Has anyone reported or heard of the Remedy Windows User Client v 7.6.04 
repeatedly crashing?  I installed it this morning, then uninstalled it, 
reinstalled it, uninstalled it again, deleted all associated files, folders, 
and registry entries, reinstalled it, restarted my computer, etc... ad nauseum. 
 It seems to crash about 2 minutes and 30 seconds after opening.  I haven't 
been able to keep it running for a straight 3 minutes-literally.

Here's my PC information:

Windows XP Professional
V 2002, SP 3

Intel Core 2 Dual CPU
T7500 @2.20 GHz
2.19 GHz, @GB RAM
x86 Family 6 Model 15 Stepping 11, GenuineIntel

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.
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Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

[Guillaume Rheault]

100K records per hour is not a lot, it's actually pretty low
With database links, I can do 2 million records per hour, and this is by 
dumping all the records from one table to the other which involves a full table 
scan (so not dealing with deltas here)

I would hope that in ITSM 7.6.4, the Create date and Modified Date were indexes 
out of the box.
I am sure that indexing these fields would improve performance dramatically by 
avoiding all the full table scans.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Roger Justice [rjust2...@aol.com]
Sent: Monday, January 31, 2011 4:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

** When I used it I did not make any new indexes and I was able to move, on a 
good network, over 100K records per hour.



-Original Message-
From: Guillaume Rheault 
To: arslist 
Sent: Mon, Jan 31, 2011 3:57 pm
Subject: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

**
Hi David,

Will the Create Date and Modified Date(field IDs 3 and 6) need to be indexed in 
all the forms in the source system, so the delta data migration tool can 
quickly fetch the entries created or updated from a specific timestamp, to 
migatre the delta data into the new production system?

Guillaume


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG] on behalf of Easter, David 
[david_eas...@bmc.com]
Sent: Sunday, January 30, 2011 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Long running ITSM 7.6 upgrade

Two recent capabilities are intended to assist with these kind of situations.

1.   The ITSM Preconfigured Suite Stack Installer.  The Suite Stack 
Installer (SSI) enables a fresh install of the entire ITSM Suite to be 
installed in an hour or two.  All of the applications and configurations are 
pre-loaded in a DB image provided by BMC – so the installer need only lay down 
the binaries and copy the DB image into an empty DB instance provided by you.  
Time has been reduced from up to 60 hours down to 1-2 hours for a fresh 
install.  While the SSI cannot be used for upgrades, it is good for creating a 
staging, development or POC system.
2.   Delta Data Migration.  The ITSM Suite 7.6.04 includes utilities that 
enable you to migrate data from your production environment to a 
staging/development server until you are ready to switch over from development 
to production.  Basically, you’ll create a parallel system in 
staging/development that will eventually become your production server.  When 
your maintenance window arrives, you can bring down both systems, transfer the 
last bit of user data (which should be only a couple of hours or, at most days) 
and then bring up the staging server as your new production server.  Downtime 
has been reduced to 4 hours or less using this methodology.

-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.

_attend WWRUG11 www.wwrug.com ARSlist: "Where the 
Answers Are"_
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Re: Remedy Windows User Client 7.6.04--has anyone heard of client crashing errors?

[Grooms, Frederick W]

The 7.6.03 installer required me to retype all of the passwords into the 
installer (even though it should as having them already) before it would stop 
trying to do an overwrite.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Monday, January 31, 2011 3:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Windows User Client 7.6.04--has anyone heard of client 
crashing errors?

**
I'll test this once I get the suite installer to behave itself (if that is 
indeed possible).  I am trying to upgrade an existing 7.6.03 install and the 
installer keeps trying to overwrite an existing ARSystem database, not upgrade 
it as is my intention.  It finds it, validates it, tests credentials (SQL 
Server auth since this is on a 2008 R2 VM that isn't in a domain, using SQL 
Server 2008 on an adjacent VM), but then insists that it is going to overwrite 
it during installation.  No way - that db already has all of the apps and 
sample data installed - it MUST be upgraded!!! It would appear that the 7.6.04 
installer is just as fubar as the previous versions.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Meyer, Jennifer L
Sent: Monday, January 31, 2011 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Windows User Client 7.6.04--has anyone heard of client crashing 
errors?

**
Has anyone reported or heard of the Remedy Windows User Client v 7.6.04 
repeatedly crashing?  I installed it this morning, then uninstalled it, 
reinstalled it, uninstalled it again, deleted all associated files, folders, 
and registry entries, reinstalled it, restarted my computer, etc... ad nauseum. 
 It seems to crash about 2 minutes and 30 seconds after opening.  I haven't 
been able to keep it running for a straight 3 minutes-literally.

Here's my PC information:

Windows XP Professional
V 2002, SP 3

Intel Core 2 Dual CPU
T7500 @2.20 GHz
2.19 GHz, @GB RAM
x86 Family 6 Model 15 Stepping 11, GenuineIntel

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.



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Re: Remedy Windows User Client 7.6.04--has anyone heard of client crashing errors?

[strauss]

I _was_ re-typing all of them, but I will try it one more time in case I missed 
one.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, January 31, 2011 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Windows User Client 7.6.04--has anyone heard of client 
crashing errors?

**
The 7.6.03 installer required me to retype all of the passwords into the 
installer (even though it should as having them already) before it would stop 
trying to do an overwrite.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Monday, January 31, 2011 3:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Windows User Client 7.6.04--has anyone heard of client 
crashing errors?

**
I'll test this once I get the suite installer to behave itself (if that is 
indeed possible).  I am trying to upgrade an existing 7.6.03 install and the 
installer keeps trying to overwrite an existing ARSystem database, not upgrade 
it as is my intention.  It finds it, validates it, tests credentials (SQL 
Server auth since this is on a 2008 R2 VM that isn't in a domain, using SQL 
Server 2008 on an adjacent VM), but then insists that it is going to overwrite 
it during installation.  No way - that db already has all of the apps and 
sample data installed - it MUST be upgraded!!! It would appear that the 7.6.04 
installer is just as fubar as the previous versions.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Meyer, Jennifer L
Sent: Monday, January 31, 2011 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Windows User Client 7.6.04--has anyone heard of client crashing 
errors?

**
Has anyone reported or heard of the Remedy Windows User Client v 7.6.04 
repeatedly crashing?  I installed it this morning, then uninstalled it, 
reinstalled it, uninstalled it again, deleted all associated files, folders, 
and registry entries, reinstalled it, restarted my computer, etc... ad nauseum. 
 It seems to crash about 2 minutes and 30 seconds after opening.  I haven't 
been able to keep it running for a straight 3 minutes-literally.

Here's my PC information:

Windows XP Professional
V 2002, SP 3

Intel Core 2 Dual CPU
T7500 @2.20 GHz
2.19 GHz, @GB RAM
x86 Family 6 Model 15 Stepping 11, GenuineIntel

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.


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

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Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

[Roger Justice]

Remember I am doing API to API and insuring data integrity including 
relationships between different versions of ARS/ITSM.





-Original Message-
From: Guillaume Rheault 
To: arslist 
Sent: Mon, Jan 31, 2011 4:21 pm
Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)


** 
100K records per hour is not a lot, it's actually pretty low
With database links, I can do 2 million records per hour, and this is by 
dumping all the records from one table to the other which involves a full table 
scan (so not dealing with deltas here)

I would hope that in ITSM 7.6.4, the Create date and Modified Date were indexes 
out of the box.
I am sure that indexing these fields would improve performance dramatically by 
avoiding all the full table scans.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Roger Justice [rjust2...@aol.com]
Sent: Monday, January 31, 2011 4:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)



** When I used it I did not make any new indexes and I was able to move, on a 
good network, over 100K records per hour.





-Original Message-
From: Guillaume Rheault 
To: arslist 
Sent: Mon, Jan 31, 2011 3:57 pm
Subject: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)


** 
Hi David,

Will the Create Date and Modified Date(field IDs 3 and 6) need to be indexed in 
all the forms in the source system, so the delta data migration tool can 
quickly fetch the entries created or updated from a specific timestamp, to 
migatre the delta data into the new production system? 

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Easter, David [david_eas...@bmc.com]
Sent: Sunday, January 30, 2011 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Long running ITSM 7.6 upgrade




Two recent capabilities are intended to assist with these kind of situations.
 
1.   The ITSM Preconfigured Suite Stack Installer.  The Suite Stack 
Installer (SSI) enables a fresh install of the entire ITSM Suite to be 
installed in an hour or two.  All of the applications and configurations are 
pre-loaded in a DB image provided by BMC – so the installer need only lay down 
the binaries and copy the DB image into an empty DB instance provided by you.  
Time has been reduced from up to 60 hours down to 1-2 hours for a fresh 
install.  While the SSI cannot be used for upgrades, it is good for creating a 
staging, development or POC system.
2.   Delta Data Migration.  The ITSM Suite 7.6.04 includes utilities that 
enable you to migrate data from your production environment to a 
staging/development server until you are ready to switch over from development 
to production.  Basically, you’ll create a parallel system in 
staging/development that will eventually become your production server.  When 
your maintenance window arrives, you can bring down both systems, transfer the 
last bit of user data (which should be only a couple of hours or, at most days) 
and then bring up the staging server as your new production server.  Downtime 
has been reduced to 4 hours or less using this methodology.
 
-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.



_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 
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Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

[Guillaume Rheault]

Ok, so big difference. Since you were referring to records instead of entries, 
i thought you were doing something at the database level, which i am in my 
case. But still, you would think that the Create Date and Modified Date would 
be indexed so the delta would would execute is a split of a second.

Mr Misi's tool RRRchive could take advantage of that too

I would like to see some real world scenarios of the Delta Data Migration tool, 
for instance if BMC is planning to use that with the Remedy On-Demand customers


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Roger Justice [rjust2...@aol.com]
Sent: Monday, January 31, 2011 4:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

** Remember I am doing API to API and insuring data integrity including 
relationships between different versions of ARS/ITSM.



-Original Message-
From: Guillaume Rheault 
To: arslist 
Sent: Mon, Jan 31, 2011 4:21 pm
Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

**
100K records per hour is not a lot, it's actually pretty low
With database links, I can do 2 million records per hour, and this is by 
dumping all the records from one table to the other which involves a full table 
scan (so not dealing with deltas here)

I would hope that in ITSM 7.6.4, the Create date and Modified Date were indexes 
out of the box.
I am sure that indexing these fields would improve performance dramatically by 
avoiding all the full table scans.

Guillaume


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG] on behalf of Roger Justice 
[rjust2...@aol.com]
Sent: Monday, January 31, 2011 4:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

** When I used it I did not make any new indexes and I was able to move, on a 
good network, over 100K records per hour.



-Original Message-
From: Guillaume Rheault mailto:guilla...@dcshq.com>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Mon, Jan 31, 2011 3:57 pm
Subject: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

**
Hi David,

Will the Create Date and Modified Date(field IDs 3 and 6) need to be indexed in 
all the forms in the source system, so the delta data migration tool can 
quickly fetch the entries created or updated from a specific timestamp, to 
migatre the delta data into the new production system?

Guillaume


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG] on behalf of Easter, David 
[david_eas...@bmc.com]
Sent: Sunday, January 30, 2011 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Long running ITSM 7.6 upgrade

Two recent capabilities are intended to assist with these kind of situations.

1.   The ITSM Preconfigured Suite Stack Installer.  The Suite Stack 
Installer (SSI) enables a fresh install of the entire ITSM Suite to be 
installed in an hour or two.  All of the applications and configurations are 
pre-loaded in a DB image provided by BMC – so the installer need only lay down 
the binaries and copy the DB image into an empty DB instance provided by you.  
Time has been reduced from up to 60 hours down to 1-2 hours for a fresh 
install.  While the SSI cannot be used for upgrades, it is good for creating a 
staging, development or POC system.
2.   Delta Data Migration.  The ITSM Suite 7.6.04 includes utilities that 
enable you to migrate data from your production environment to a 
staging/development server until you are ready to switch over from development 
to production.  Basically, you’ll create a parallel system in 
staging/development that will eventually become your production server.  When 
your maintenance window arrives, you can bring down both systems, transfer the 
last bit of user data (which should be only a couple of hours or, at most days) 
and then bring up the staging server as your new production server.  Downtime 
has been reduced to 4 hours or less using this methodology.

-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.

_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: Remedy Windows User Client 7.6.04--has anyone heard of client crashing errors?

[strauss]

Either I missed overwriting one, or it failed to cache/write one that I had 
entered, and it forked in the wrong direction, with no indication that it was 
going to do an overwrite until one mouse click before doing one.  That is going 
to bite someone, HARD.  I opened a ticket, since that is a dangerous defect.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, January 31, 2011 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Windows User Client 7.6.04--has anyone heard of client 
crashing errors?

**
The 7.6.03 installer required me to retype all of the passwords into the 
installer (even though it should as having them already) before it would stop 
trying to do an overwrite.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Monday, January 31, 2011 3:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Windows User Client 7.6.04--has anyone heard of client 
crashing errors?

**
I'll test this once I get the suite installer to behave itself (if that is 
indeed possible).  I am trying to upgrade an existing 7.6.03 install and the 
installer keeps trying to overwrite an existing ARSystem database, not upgrade 
it as is my intention.  It finds it, validates it, tests credentials (SQL 
Server auth since this is on a 2008 R2 VM that isn't in a domain, using SQL 
Server 2008 on an adjacent VM), but then insists that it is going to overwrite 
it during installation.  No way - that db already has all of the apps and 
sample data installed - it MUST be upgraded!!! It would appear that the 7.6.04 
installer is just as fubar as the previous versions.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Meyer, Jennifer L
Sent: Monday, January 31, 2011 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Windows User Client 7.6.04--has anyone heard of client crashing 
errors?

**
Has anyone reported or heard of the Remedy Windows User Client v 7.6.04 
repeatedly crashing?  I installed it this morning, then uninstalled it, 
reinstalled it, uninstalled it again, deleted all associated files, folders, 
and registry entries, reinstalled it, restarted my computer, etc... ad nauseum. 
 It seems to crash about 2 minutes and 30 seconds after opening.  I haven't 
been able to keep it running for a straight 3 minutes-literally.

Here's my PC information:

Windows XP Professional
V 2002, SP 3

Intel Core 2 Dual CPU
T7500 @2.20 GHz
2.19 GHz, @GB RAM
x86 Family 6 Model 15 Stepping 11, GenuineIntel

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.


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

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SRM 7.6.03 registering an application template with a new AOT...

[Rick Phillips]

Hello,

I'm trying to register an INC template on the SRM%3AAppTemplateBridge 
form, but template isn't listed.  If I can see the template from 
AppAdminConsole>CustomConfig>IM>Template>Template, what am I missing not 
to being able to see if from 
AppAdminConsole>CustomConfig>SRM>AppConfiguration>DefineAOT when I 
select the 'Select' button on the form?


Thanks,

Rick

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Re: Remedy Windows User Client 7.6.04--has anyone heard of client crashing errors?

[Grooms, Frederick W]

I agree ... If you have to retype all of the passwords then why even show that 
the system had some to begin with.  It was the same on 7.6.03.  If I wasn't 
paying really really close attention I could have really done some damage to my 
systems

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Monday, January 31, 2011 3:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Windows User Client 7.6.04--has anyone heard of client 
crashing errors?

**
Either I missed overwriting one, or it failed to cache/write one that I had 
entered, and it forked in the wrong direction, with no indication that it was 
going to do an overwrite until one mouse click before doing one.  That is going 
to bite someone, HARD.  I opened a ticket, since that is a dangerous defect.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, January 31, 2011 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Windows User Client 7.6.04--has anyone heard of client 
crashing errors?

**
The 7.6.03 installer required me to retype all of the passwords into the 
installer (even though it should as having them already) before it would stop 
trying to do an overwrite.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Monday, January 31, 2011 3:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Windows User Client 7.6.04--has anyone heard of client 
crashing errors?

**
I'll test this once I get the suite installer to behave itself (if that is 
indeed possible).  I am trying to upgrade an existing 7.6.03 install and the 
installer keeps trying to overwrite an existing ARSystem database, not upgrade 
it as is my intention.  It finds it, validates it, tests credentials (SQL 
Server auth since this is on a 2008 R2 VM that isn't in a domain, using SQL 
Server 2008 on an adjacent VM), but then insists that it is going to overwrite 
it during installation.  No way - that db already has all of the apps and 
sample data installed - it MUST be upgraded!!! It would appear that the 7.6.04 
installer is just as fubar as the previous versions.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Meyer, Jennifer L
Sent: Monday, January 31, 2011 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Windows User Client 7.6.04--has anyone heard of client crashing 
errors?

**
Has anyone reported or heard of the Remedy Windows User Client v 7.6.04 
repeatedly crashing?  I installed it this morning, then uninstalled it, 
reinstalled it, uninstalled it again, deleted all associated files, folders, 
and registry entries, reinstalled it, restarted my computer, etc... ad nauseum. 
 It seems to crash about 2 minutes and 30 seconds after opening.  I haven't 
been able to keep it running for a straight 3 minutes-literally.

Here's my PC information:

Windows XP Professional
V 2002, SP 3

Intel Core 2 Dual CPU
T7500 @2.20 GHz
2.19 GHz, @GB RAM
x86 Family 6 Model 15 Stepping 11, GenuineIntel

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.




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Re: SRM 7.6.03 registering an application template with a new AOT...

[Roger Justice]

I selected the company the app registry name and all templates are listed.





-Original Message-
From: Rick Phillips 
To: arslist 
Sent: Mon, Jan 31, 2011 5:27 pm
Subject: SRM 7.6.03 registering an application template with a new AOT...


** Hello,

I'm trying to register an INC template on the SRM%3AAppTemplateBridge form, but 
template isn't listed.  If I can see the template from 
AppAdminConsole>CustomConfig>IM>Template>Template, what am I missing not to 
being able to see if from 
AppAdminConsole>CustomConfig>SRM>AppConfiguration>DefineAOT when I select the 
'Select' button on the form?

Thanks,

Rick
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Incident 7.0.x form, Out of the Box. Report based on Status/Assignment changes?

[Rabi Tripathi]

Hi folks, I am trying to find out if it's possible to build reports on the 
Incident form records to measure response time and resolution time of tickets 
PER assigned groups and persons on each ticket. 
I say PER to emphasize the fact that I need to account for the fact that a 
ticket may pass through several individuals/groups, in which case each 
group/person will have a separate duration the ticket sat on its queue.

Basically, I need data that captures timestamps of Status and Assignee field 
changes.

Out of the box, is there enough data captured in the 7.0.x application to be 
able to generate this kind of report?

Just the fields on the Incident form will not suffice, as a ticket may, in 
theory, pass through unlimited number of groups/persons. I thought previous 
assigned group/individual were captured in hidden fields, but I may be thinking 
of previous verisons of the app. If these exist, I will at least have history 
going back to one assignee, (but not time info).

Does the "HPD:HelpDesk_AuditLogSystem" form help? At the moment, I don't have 
an ITSM 7.0.x system (or any ARS system) to look around, so I can't check the 
way fields are laid out on this form.

TIA.


  

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Re: SRM 7.6.03 registering an application template with a new AOT...

[Chowdhury, Tauf]

Rick,

Are you running in multi-tenancy? Verify the company information on both
the Incident Template and also on the AOT form. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips
Sent: Monday, January 31, 2011 5:17 PM
To: arslist@ARSLIST.ORG
Subject: SRM 7.6.03 registering an application template with a new
AOT...

 

Hello,

I'm trying to register an INC template on the SRM%3AAppTemplateBridge
form, but template isn't listed.  If I can see the template from
AppAdminConsole>CustomConfig>IM>Template>Template, what am I missing not
to being able to see if from
AppAdminConsole>CustomConfig>SRM>AppConfiguration>DefineAOT when I
select the 'Select' button on the form?

Thanks,

Rick

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**
This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.

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Re: Incident 7.0.x form, Out of the Box. Report based on Status/Assignment changes?

[kimberly.sant...@oracle.com santana]

Oh Boy, yes there is.

Open an INC. Navigate to Advanced Functions>Advanced Search>Search 
Incidents by Assignment Logs


There is a slew of information. OOB some tabs may be hidden so make sure 
you are an admin looking in.


Best way to get to know it, create some test tickets and kick the tires.

HTH

Kimberly Santana



On 1/31/2011 5:57 PM, Rabi Tripathi wrote:

Hi folks, I am trying to find out if it's possible to build reports on the 
Incident form records to measure response time and resolution time of tickets 
PER assigned groups and persons on each ticket.
I say PER to emphasize the fact that I need to account for the fact that a 
ticket may pass through several individuals/groups, in which case each 
group/person will have a separate duration the ticket sat on its queue.

Basically, I need data that captures timestamps of Status and Assignee field 
changes.

Out of the box, is there enough data captured in the 7.0.x application to be 
able to generate this kind of report?

Just the fields on the Incident form will not suffice, as a ticket may, in 
theory, pass through unlimited number of groups/persons. I thought previous 
assigned group/individual were captured in hidden fields, but I may be thinking 
of previous verisons of the app. If these exist, I will at least have history 
going back to one assignee, (but not time info).

Does the "HPD:HelpDesk_AuditLogSystem" form help? At the moment, I don't have 
an ITSM 7.0.x system (or any ARS system) to look around, so I can't check the way fields 
are laid out on this form.

TIA.




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Re: SRM 7.6.03 registering an application template with a new AOT...

[Rick Phillips]

Yes on the multi-tenancy.

I have a single INC template 'used by' 2 operating companies.  I have a 
single user who is a member of a support group in each of the 2 
operating companies.  That user has Support Group admin functional role 
in each group.


From the AOT template form, with company A, the template is visible: 
with company B, no template visible.


??

On 1/31/2011 4:06 PM, Chowdhury, Tauf wrote:

**

Rick,

Are you running in multi-tenancy? Verify the company information on 
both the Incident Template and also on the AOT form.


/_T_/*/_auf_/**//*/_C_/*/_howdhury_/**//**|**//*/_F_/*/_orest_/**//*/_L_/*/_aboratories_/**/, 
/*/_I_/*/_nc._/**//*


Analyst, Service Management

Mobile:646.483.2779



*From:*Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] *On Behalf Of *Rick Phillips

*Sent:* Monday, January 31, 2011 5:17 PM
*To:* arslist@ARSLIST.ORG
*Subject:* SRM 7.6.03 registering an application template with a new 
AOT...


Hello,

I'm trying to register an INC template on the SRM%3AAppTemplateBridge 
form, but template isn't listed.  If I can see the template from 
AppAdminConsole>CustomConfig>IM>Template>Template, what am I missing 
not to being able to see if from 
AppAdminConsole>CustomConfig>SRM>AppConfiguration>DefineAOT when I 
select the 'Select' button on the form?


Thanks,

Rick


This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is 
intended solely for the use of the individual or entity to which it is 
addressed. If you are not the intended recipient of this e-mail, or 
the employee or agent responsible for delivering this e-mail to the 
intended recipient, you are hereby notified that any dissemination, 
distribution, copying or action taken in relation to the contents of 
and attachments to this e-mail is strictly prohibited and may be 
unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of 
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Re: SRM 7.6.03 registering an application template with a new AOT...

[Roger Justice]

There is only one authoring company and that is what the menu is using. 





-Original Message-
From: Rick Phillips 
To: arslist 
Sent: Mon, Jan 31, 2011 7:06 pm
Subject: Re: SRM 7.6.03 registering an application template with a new AOT...


** Yes on the multi-tenancy.

I have a single INC template 'used by' 2 operating companies.  I have a single 
user who is a member of a support group in each of the 2 operating companies.  
That user has Support Group admin functional role in each group.

>From the AOT template form, with company A, the template is visible: with 
>company B, no template visible.

??

On 1/31/2011 4:06 PM, Chowdhury, Tauf wrote: 
** 
Rick,
Are you running in multi-tenancy? Verify the company information on both the 
Incident Template and also on the AOT form. 
 

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779
 


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips
Sent: Monday, January 31, 2011 5:17 PM
To: arslist@ARSLIST.ORG
Subject: SRM 7.6.03 registering an application template with a new AOT...

 
Hello,

I'm trying to register an INC template on the SRM%3AAppTemplateBridge form, but 
template isn't listed.  If I can see the template from 
AppAdminConsole>CustomConfig>IM>Template>Template, what am I missing not to 
being able to see if from 
AppAdminConsole>CustomConfig>SRM>AppConfiguration>DefineAOT when I select the 
'Select' button on the form?

Thanks,

Rick
This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.
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Re: SRM 7.6.03 registering an application template with a new AOT...

[Chowdhury, Tauf]

You would essentially have to create 2 templates with the same info with
2 different Authoring companies. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Monday, January 31, 2011 7:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM 7.6.03 registering an application template with a new
AOT...

 

** There is only one authoring company and that is what the menu is
using. 

 

-Original Message-
From: Rick Phillips 
To: arslist 
Sent: Mon, Jan 31, 2011 7:06 pm
Subject: Re: SRM 7.6.03 registering an application template with a new
AOT...

** Yes on the multi-tenancy.

I have a single INC template 'used by' 2 operating companies.  I have a
single user who is a member of a support group in each of the 2
operating companies.  That user has Support Group admin functional role
in each group.

>From the AOT template form, with company A, the template is visible:
with company B, no template visible.

??

On 1/31/2011 4:06 PM, Chowdhury, Tauf wrote: 

** 

Rick,

Are you running in multi-tenancy? Verify the company information on both
the Incident Template and also on the AOT form. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips
Sent: Monday, January 31, 2011 5:17 PM
To: arslist@ARSLIST.ORG
Subject: SRM 7.6.03 registering an application template with a new
AOT...

 

Hello,

I'm trying to register an INC template on the SRM%3AAppTemplateBridge
form, but template isn't listed.  If I can see the template from
AppAdminConsole>CustomConfig>IM>Template>Template, what am I missing not
to being able to see if from
AppAdminConsole>CustomConfig>SRM>AppConfiguration>DefineAOT when I
select the 'Select' button on the form?

Thanks,

Rick



This e-mail and its attachments may contain Forest Laboratories, Inc.
proprietary information that is privileged, confidential or subject to
copyright belonging to Forest Laboratories, Inc. This e-mail is intended
solely for the use of the individual or entity to which it is addressed.
If you are not the intended recipient of this e-mail, or the employee or
agent responsible for delivering this e-mail to the intended recipient,
you are hereby notified that any dissemination, distribution, copying or
action taken in relation to the contents of and attachments to this
e-mail is strictly prohibited and may be unlawful. If you have received
this e-mail in error, please notify the sender immediately and
permanently delete the original and any copy of this e-mail and any
printout.
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the Answers Are"_ _attend WWRUG11 www.wwrug.com 
ARSlist: "Where the Answers Are"_ 

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**
This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
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for the use of the individual or entity to which it is addressed. If you are 
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for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
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be unlawful. If you have received this e-mail in error, please notify the 
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Re: SRM 7.6.03 registering an application template with a new AOT...

[Roger Justice]

You would also need to create the SRD for two different companies for this to 
work.





-Original Message-
From: Chowdhury, Tauf 
To: arslist 
Sent: Mon, Jan 31, 2011 7:38 pm
Subject: Re: SRM 7.6.03 registering an application template with a new AOT...


** 
You would essentially have to create 2 templates with the same info with 2 
different Authoring companies. 
 

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779
 


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Monday, January 31, 2011 7:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM 7.6.03 registering an application template with a new AOT...

 
** There is only one authoring company and that is what the menu is using. 
 

-Original Message-
From: Rick Phillips 
To: arslist 
Sent: Mon, Jan 31, 2011 7:06 pm
Subject: Re: SRM 7.6.03 registering an application template with a new AOT...

** Yes on the multi-tenancy.

I have a single INC template 'used by' 2 operating companies.  I have a single 
user who is a member of a support group in each of the 2 operating companies.  
That user has Support Group admin functional role in each group.

>From the AOT template form, with company A, the template is visible: with 
>company B, no template visible.

??

On 1/31/2011 4:06 PM, Chowdhury, Tauf wrote: 
** 

Rick,

Are you running in multi-tenancy? Verify the company information on both the 
Incident Template and also on the AOT form. 

 


Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips
Sent: Monday, January 31, 2011 5:17 PM
To: arslist@ARSLIST.ORG
Subject: SRM 7.6.03 registering an application template with a new AOT...


 

Hello,

I'm trying to register an INC template on the SRM%3AAppTemplateBridge form, but 
template isn't listed.  If I can see the template from 
AppAdminConsole>CustomConfig>IM>Template>Template, what am I missing not to 
being able to see if from 
AppAdminConsole>CustomConfig>SRM>AppConfiguration>DefineAOT when I select the 
'Select' button on the form?

Thanks,

Rick


This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.
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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"_
This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
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Re: Remedy Windows User Client 7.6.04--has anyone heard of client crashing errors?

[Vaibhav Singhal]

**




I have set up a new 7.6 environment, and for me 7.6 User Tool gets crashed - but only when
 m uploading big CSVs via Data Load Console.
 
-Vaibhav
 



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of strauss [stra...@unt.edu]
Sent: Tuesday, February 01, 2011 3:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Windows User Client 7.6.04--has anyone heard of client crashing errors?



** 

Either I missed overwriting one, or it failed to cache/write one that I had entered, and it forked in the wrong direction, with no indication that it was going to do an overwrite until one mouse click before
 doing one.  That is going to bite someone, HARD.  I opened a ticket, since that is a dangerous defect.
 
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/


From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of Grooms, Frederick W
Sent: Monday, January 31, 2011 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Windows User Client 7.6.04--has anyone heard of client crashing errors?

 
**

The 7.6.03 installer required me to retype all of the passwords into the installer (even though it should as having them already) before it would stop trying
 to do an overwrite.
 

From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of strauss
Sent: Monday, January 31, 2011 3:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Windows User Client 7.6.04--has anyone heard of client crashing errors?

 
**

I’ll test this once I get the suite installer to behave itself (if that is indeed possible).  I am trying to upgrade an existing 7.6.03 install and the installer keeps trying to overwrite an existing ARSystem
 database, not upgrade it as is my intention.  It finds it, validates it, tests credentials (SQL Server auth since this is on a 2008 R2 VM that isn’t in a domain, using SQL Server 2008 on an adjacent VM), but then insists that it is going to overwrite it during
 installation.  No way – that db already has all of the apps and sample data installed – it MUST be upgraded!!! It would appear that the 7.6.04 installer is just as fubar as the previous versions.
 
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/


From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of Meyer, Jennifer L
Sent: Monday, January 31, 2011 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Windows User Client 7.6.04--has anyone heard of client crashing errors?

 
**

Has anyone reported or heard of the Remedy Windows User Client v 7.6.04 repeatedly crashing?  I installed it this morning, then uninstalled it, reinstalled it, uninstalled it again, deleted all associated files, folders, and registry entries,
 reinstalled it, restarted my computer, etc… ad nauseum.  It seems to crash about 2 minutes and 30 seconds after opening.  I haven’t been able to keep it running for a straight 3 minutes—literally.
 
Here’s my PC information:
 
Windows XP Professional
V 2002, SP 3
 
Intel Core 2 Dual CPU
T7500 @2.20 GHz
2.19 GHz, @GB RAM
x86 Family 6 Model 15 Stepping 11, GenuineIntel
 
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.
 
 
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Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

[Ali A. Musa]

Create-date can be index since its static value that initiated the first time.



But, modified-date is a dynamic filed that changes any time there is update on 
the record which need huge storage to keep the index and sometimes you will end 
with indexed for un-identified row and/or huge process of delete and insert of 
index which affect the performance.





You may try the Fast-Export utility (i.e. 1000-row per minute that is 6 per 
hour) the utility is published at:



http://communities.bmc.com/communities/docs/DOC-11866



Fast-Export  is a migration utility that copy a data of a schema or a list of 
schemas from server to server for an identical schemas (schema-to-schema) or as 
a normal export utility (schema-to-file) send output to  (.arx/.csv) file that 
can be imported by Remedy Import. Fast-Export designed based on the concept to 
repeatedly read the schema rows in a sequential order. The logic initiated to 
read the schema in forward or backward sequence of order. Users for backward or 
forward sequence can initiate the START-Read, to identify the starting point of 
the browse, and terminated with the END-Read. Ease-of-use facilitated with .NET 
window client which was developed to help users to access through a GUI, it was 
developed using the feature of .NET/C# so that to be executed as Windows 
(future Web-Based) and valid to access BMC-Remedy releases AR3-7.



To use it: 1) Unzip the zipped file, 2) It generate a folder call FastExport 3) 
Run:  FastDotNet.exe




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Tuesday, February 01, 2011 12:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

**
100K records per hour is not a lot, it's actually pretty low
With database links, I can do 2 million records per hour, and this is by 
dumping all the records from one table to the other which involves a full table 
scan (so not dealing with deltas here)

I would hope that in ITSM 7.6.4, the Create date and Modified Date were indexes 
out of the box.
I am sure that indexing these fields would improve performance dramatically by 
avoiding all the full table scans.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Roger Justice [rjust2...@aol.com]
Sent: Monday, January 31, 2011 4:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)
** When I used it I did not make any new indexes and I was able to move, on a 
good network, over 100K records per hour.

-Original Message-
From: Guillaume Rheault 
To: arslist 
Sent: Mon, Jan 31, 2011 3:57 pm
Subject: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)
**
Hi David,

Will the Create Date and Modified Date(field IDs 3 and 6) need to be indexed in 
all the forms in the source system, so the delta data migration tool can 
quickly fetch the entries created or updated from a specific timestamp, to 
migatre the delta data into the new production system?

Guillaume

From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG] on behalf of Easter, David 
[david_eas...@bmc.com]
Sent: Sunday, January 30, 2011 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Long running ITSM 7.6 upgrade
Two recent capabilities are intended to assist with these kind of situations.

1.   The ITSM Preconfigured Suite Stack Installer.  The Suite Stack 
Installer (SSI) enables a fresh install of the entire ITSM Suite to be 
installed in an hour or two.  All of the applications and configurations are 
pre-loaded in a DB image provided by BMC - so the installer need only lay down 
the binaries and copy the DB image into an empty DB instance provided by you.  
Time has been reduced from up to 60 hours down to 1-2 hours for a fresh 
install.  While the SSI cannot be used for upgrades, it is good for creating a 
staging, development or POC system.
2.   Delta Data Migration.  The ITSM Suite 7.6.04 includes utilities that 
enable you to migrate data from your production environment to a 
staging/development server until you are ready to switch over from development 
to production.  Basically, you'll create a parallel system in 
staging/development that will eventually become your production server.  When 
your maintenance window arrives, you can bring down both systems, transfer the 
last bit of user data (which should be only a couple of hours or, at most days) 
and then bring up the staging server as your new production server.  Downtime 
has been reduced to 4 hours or less using this methodology.

-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 n

Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

[Misi Mladoniczky]

Hi,

Just a note from an RRR|Chive standpoint. It does not use indexes on
'Modify Date' if you are doing SYNCTOTARGET.

If you want to find DELETED records in the source, that also needs
deletion in the target, an index on 'Modify Date' will not help us,
because deleted records are not indexed...

If you just want to find modified/created records, it could help you, but
it would require that you use a specified qualification such as ('Modified
Date' > "2011-01-01 00:00:00") to find the records.

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.

> Ok, so big difference. Since you were referring to records instead of
> entries, i thought you were doing something at the database level, which i
> am in my case. But still, you would think that the Create Date and
> Modified Date would be indexed so the delta would would execute is a split
> of a second.
>
> Mr Misi's tool RRRchive could take advantage of that too
>
> I would like to see some real world scenarios of the Delta Data Migration
> tool, for instance if BMC is planning to use that with the Remedy
> On-Demand customers
>
> 
> From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG]
> on behalf of Roger Justice [rjust2...@aol.com]
> Sent: Monday, January 31, 2011 4:41 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)
>
> ** Remember I am doing API to API and insuring data integrity including
> relationships between different versions of ARS/ITSM.
>
>
>
> -Original Message-
> From: Guillaume Rheault 
> To: arslist 
> Sent: Mon, Jan 31, 2011 4:21 pm
> Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)
>
> **
> 100K records per hour is not a lot, it's actually pretty low
> With database links, I can do 2 million records per hour, and this is by
> dumping all the records from one table to the other which involves a full
> table scan (so not dealing with deltas here)
>
> I would hope that in ITSM 7.6.4, the Create date and Modified Date were
> indexes out of the box.
> I am sure that indexing these fields would improve performance
> dramatically by avoiding all the full table scans.
>
> Guillaume
>
> 
> From: Action Request System discussion list(ARSList)
> [arslist@ARSLIST.ORG] on behalf of Roger
> Justice [rjust2...@aol.com]
> Sent: Monday, January 31, 2011 4:09 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)
>
> ** When I used it I did not make any new indexes and I was able to move,
> on a good network, over 100K records per hour.
>
>
>
> -Original Message-
> From: Guillaume Rheault mailto:guilla...@dcshq.com>>
> To: arslist mailto:arslist@ARSLIST.ORG>>
> Sent: Mon, Jan 31, 2011 3:57 pm
> Subject: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)
>
> **
> Hi David,
>
> Will the Create Date and Modified Date(field IDs 3 and 6) need to be
> indexed in all the forms in the source system, so the delta data migration
> tool can quickly fetch the entries created or updated from a specific
> timestamp, to migatre the delta data into the new production system?
>
> Guillaume
>
> 
> From: Action Request System discussion list(ARSList)
> [arslist@ARSLIST.ORG] on behalf of Easter,
> David [david_eas...@bmc.com]
> Sent: Sunday, January 30, 2011 11:50 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Long running ITSM 7.6 upgrade
>
> Two recent capabilities are intended to assist with these kind of
> situations.
>
> 1.   The ITSM Preconfigured Suite Stack Installer.  The Suite Stack
> Installer (SSI) enables a fresh install of the entire ITSM Suite to be
> installed in an hour or two.  All of the applications and configurations
> are pre-loaded in a DB image provided by BMC – so the installer need only
> lay down the binaries and copy the DB image into an empty DB instance
> provided by you.  Time has been reduced from up to 60 hours down to 1-2
> hours for a fresh install.  While the SSI cannot be used for upgrades, it
> is good for creating a staging, development or POC system.
> 2.   Delta Data Migration.  The ITSM Suite 7.6.04 includes utilities
> that enable you to migrate data from your production environment to a
> staging/development server until you are ready to switch over from
> development to production.  Basically, you’ll create a parallel system in
> staging/development that will eventually become your production server.
> W