Re: Upgrade from 7.5 to 7.6.4 Issue

[Misi Mladoniczky]

Hi,

Apparently the Group-forms has become corrupt.

The easiest way may be to delete the form, and import it anew. Make sure
you have definitions of all related objects for the new import.

If this fails, or you want to patch things up, you must add the missing
columns by hand in the SQL Database so that it corresponds with what the
AR System is expecting.

Turn on SQL logging and create similar columns in another form to see the
exact SQL syntax required for your DB.

If all else fails, you may want to restore the system to the 7.5 state,
and then do a fresh install of 7.6.04, and finally copy the custom DEF:s
and the data using RRR|Chive...

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.

> Hello list,
>
> I have recently began trying to upgrade from ARS 7.5 fully custom (No
> ITSM) to 7.6.4 and the installer gives an error stating that it failed
> although I'm able to start the ARS service and it shows that its on 7.6.4
> version. The indtall log show the following to Sever errors:
>
>
> Issue Details:
>
> Server: WIN2008 64bit
>
> SQL 2008 64bit
>
> ARS: 7.6.4
>
>
>
>   LOG EVENT {Description=[[resultType=COMPLETED,exitCode=2]],Detail=[RIK
> command ("C:\Users\hwrarod.JSQ\AppData\Local\Temp\Utilities\rik\rik.exe"
> loadapp -x EDIDVWREMA01.bsg.ad.adp.com -t 0 -u "Action Request Installer
> Account" -p  -l "D:\Program Files (x86)\Remedy" -n
> ARServer-RIK_PostUpgrade -f "D:\Program Files
> (x86)\Remedy\ARServer\installforms\en\adf_ServerApps1_en.xml" -m nosamp
> -k 0 -L -c) returned an exit code of 2, which was interpreted as a
> failure]}
>
>
>
>   THROWABLE EVENT {Description=[Failed to execute Rule
> Engine],Detail=[[ERROR][Fri Mar 04 12:47:04.162] ImportFileNode-
> ARImport() for "Group.def" returned non-zero return code 2 [ERROR][Fri
> Mar 04 12:47:04.162] ImportFileNode- 552 The SQL database operation
> failed. The COMMIT TRANSACTION request has no corresponding BEGIN
> TRANSACTION. (SQL Server 3902) [ERROR][Fri Mar 04 12:47:04.162]
> LoadComponent- Definition Import failed for D:\Program Files
> (x86)\Remedy\ARServer\installforms\en\Group.def (return code 2)
> [ERROR][Fri Mar 04 12:47:12.591] ImportFileNode- ARImport() for
> "UserPasswordChange.def" returned non-zero return code 2 [ERROR][Fri Mar
> 04 12:47:12.591] ImportFileNode- 552 The SQL database operation failed.
> The COMMIT TRANSACTION request has no corresponding BEGIN TRANSACTION.
> (SQL Server 3902) [ERROR][Fri Mar 04 12:47:12.591] LoadComponent-
> Definition Import failed for D:\Program Files
> (x86)\Remedy\ARServer\installforms\en\UserPasswordChange.def (return
> code 2) [ERROR][Fri Mar 04 12:47:12.591] LoadComponent- At least one
> file in definitions list returned an error [ERROR][Fri Mar 04
> 12:47:19.650] LoadComponent- Errors processing component GroupUser,
> worst overall return code = 2 [ERROR][Fri Mar 04 12:47:22.129]
> ImportFileNode- ARImport() for "AlertList.def" returned non-zero return
> code 2 [ERROR][Fri Mar 04 12:47:22.129] ImportFileNode- 552 The SQL
> database operation failed. The COMMIT TRANSACTION request has no
> corresponding BEGIN TRANSACTION. (SQL Server 3902) [ERROR][Fri Mar 04
> 12:47:22.129] LoadComponent- Definition Import failed for D:\Program
> Files (x86)\Remedy\ARServer\installforms\en\AlertList.def (return code
> 2) ...]}
>
> 
>
>
>
> Also, I tried importing the failed forms using dev studio and get the
> following message:
>
> The SQL database operation failed. The COMMIT TRANSACTION request has no
> corresponding BEGIN TRANSACTION. (SQL Server 3902)
>
>
>
> I get the following errors when trying to perform search on the following
> forms:
>
> User form:
>
>
>
> ARERR [552] The SQL database operation failed. : Invalid column name
> 'C301600300'. (SQL Server 207)
>
>
>
> I also get the following error on Group form:
>
> ARERR [552] The SQL database operation failed. : Invalid column name
> 'C301600300'. (SQL Server 207)Invalid column name 'C139'. (SQL Server
> 207)Invalid column name 'C136'. (SQL Server 207)Invalid column name
> 'C134'. (SQL Server 207)
>
>
>
> Anyone see this problem before?
>
>
>
> Regards,
>
>
> Rafael Rodriguez|Manager Remedy/Mid-Tier Enterprise|Broadridge Financial
> Solutions
> 2 Journal Square Plaza|Jersey City, NJ 07306| 201.714.3718 p
> [cid:image001.gif@01CBDD01.9DF3FDB0]
>
>
> This message and any attachments are intended only for the use of the
> addressee and
> may contain information that is privileged and confidential. If the reader
> of the
> message is not the intended recipient or an authorized representative of
> the
> intended recipient, you are hereby notified that any dissemination of this
> communication is strictly prohibited. If you have received this

R: Re: Compatibility Matrix browsers.

[team.rem...@libero.it]

Hi Joe,
the Mid-Tier Version is 7.1.00 Patch 007 200904060530.
On the Support site of BMC i can find this Compatibility Matrix for browsers.

Browsers 
Internet Explorer 6 or higher 
Firefox 2.0 or higher 
Mozilla 1.7.3 or higher 
Safari 3.0 or higher 

What do you think about this thing ?

Thank 
Peter


>Messaggio originale
>Da: jdso...@shyle.net
>Data: 7-mar-2011 15.29
>A: 
>Ogg: Re: Compatibility Matrix browsers.
>
>Browser compatibilities are more dependent on the core Mid-Tier version, and 
>not so much on the AR System applications... check the version of the 
>Mid-Tier and see recommended versions for the browser. Usually thought there 
>are limited restrictions on browser version and most current versions of 
>most browsers at the time of a release of the Mid-Tier work...
>
>Joe
>
>-Original Message- 
>From: team.rem...@libero.it
>Sent: Monday, March 07, 2011 5:21 AM Newsgroups: 
>public.remedy.arsystem.general
>To: arslist@ARSLIST.ORG
>Subject: Compatibility Matrix browsers.
>
>Hello everyone,
>what is the Compatibility Matrix browsers can be used for service desk 7.0?
>For example:
>Service Desk 7.0 is compatible with Internet Explorer 7 (or Firefox)?
>
>Can you help me? I have not found anything spacifico!
>
>Thank you very much
>Peter 
>

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Re: Close Window Action - UT & Browser behave differently

[Mike Buck]

Thanks Joe for the info.

The UT & browser unfortunately do behave differently in this regard.  I am
investigating a work around using events and window IDs.  Hopefully should
crack it soon.

Kind regards
Mike
On Mon, Mar 7, 2011 at 2:10 PM, Joe Martin D'Souza wrote:

> **
>
> Is the Mid-Tier opening the window in a new window? Or is it opening it in
> the current window? If its opening in the current window, it is as designed.
> If the pop up is designed to open in a new window, then the result list
> window will not be impacted by closing that second window..
>
> Joe
>
>  *From:* Mike Buck 
> *Sent:* Monday, March 07, 2011 8:58 AM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Close Window Action - UT & Browser behave differently
>
> **
>  Hi Roger
>
> Sorry, I should have mentioned its ARS 7.5.   Any information would very
> much be appreciated.
>
> Thank you
> Mike
>
> On Mon, Mar 7, 2011 at 1:28 PM, Roger Justice  wrote:
>
>> ** What Version?
>>
>>
>>
>>   -Original Message-
>> From: Mike Buck 
>> To: arslist 
>> Sent: Mon, Mar 7, 2011 7:09 am
>> Subject: Close Window Action - UT & Browser behave differently
>>
>>   **
>> Good Morning!
>>
>> Has anyone come across the Close Window Action in an Active Link behaving
>> differently?
>>
>> 1.  Search a form (Infrastructure Change in this instance) to display a
>> results list.
>>
>> 2.  Double click a Results List entry and a Display Type Window pops up.
>>
>> 3.  As part of the workflow an Active link finally performs a Close
>> Current action.  In the User Tool the Display Type Window closes, and this
>> leaves the Results List untouched - Fantastic!!!
>>
>> However, in the Browser the Results List is also Closed --  Why
>> the difference?  Surely they should behave in the same way?
>>
>> Could anyone please shine a light on this problem?
>>
>> Thank you & kind regards
>> Mike
>>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Memory requirement of ARS and ITSM 7.6.04

[Anuj DUA]

Hello List,

I have installed ARS and ITSM 7.6.04 (complete) on UNIX machine with RAM of 5 
GB.

Now when I make any change in the application (configuration or workflow), my 
system crashes with following message in arerror.log file

Stacks:
(0)  0x40fe6690  main + 0xbcd190 [./arserverd]
(1)  0x40fe74a0  main + 0xbcdfa0 [./arserverd]
(2)  0xe001085c7420   Signal 11 (SIGSEGV) delivered 
(3)  0x40d56700  main + 0x93d200 [./arserverd]
(4)  0x40d3a850  main + 0x921350 [./arserverd]
(5)  0x40d3e9f0  main + 0x9254f0 [./arserverd]
(6)  0x40d43d30  main + 0x92a830 [./arserverd]
(7)  0x40d43510  main + 0x92a010 [./arserverd]
(8)  0x40c2f4c0  main + 0x815fc0 [./arserverd]
(9)  0x403dfe90  __text_start_f + 0x3dfe90 [./arserverd]
(10) 0x41034640  main + 0xc1b140 [./arserverd]
(11) 0x41666e10  main + 0x124d910 [./arserverd]
(12) 0x41666be0  main + 0x124d6e0 [./arserverd]
*** Error in libunwind: Out of memory. Try with a higher value for 
UNWIND_RESERVE_MEM (current value = 16).
(13) 0xc010f2c0  __pthread_bound_body + 0x190 
[/usr/lib/hpux64/libpthread.so.1].

It seems a memory issue, could you please guide me in configuring correct 
amount of memory on my machine.


With Regards,
Anuj Dua
199 6596


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Re: Memory requirement of ARS and ITSM 7.6.04

[vikram_k]

hi Anuj,

You have the UNWIND_RESERVE_MEM set to 16 which i think is less. try the
below line before you start arserver and do  the change in application which
is causing it crash.

export UNWIND_RESERVE_MEM=1
 
Let me know what happens..

Thanks,
Vikram


Anuj DUA wrote:
> 
> Hello List,
> 
> I have installed ARS and ITSM 7.6.04 (complete) on UNIX machine with RAM
> of 5 GB.
> 
> Now when I make any change in the application (configuration or workflow),
> my system crashes with following message in arerror.log file
> 
> Stacks:
> (0)  0x40fe6690  main + 0xbcd190 [./arserverd]
> (1)  0x40fe74a0  main + 0xbcdfa0 [./arserverd]
> (2)  0xe001085c7420   Signal 11 (SIGSEGV) delivered 
> (3)  0x40d56700  main + 0x93d200 [./arserverd]
> (4)  0x40d3a850  main + 0x921350 [./arserverd]
> (5)  0x40d3e9f0  main + 0x9254f0 [./arserverd]
> (6)  0x40d43d30  main + 0x92a830 [./arserverd]
> (7)  0x40d43510  main + 0x92a010 [./arserverd]
> (8)  0x40c2f4c0  main + 0x815fc0 [./arserverd]
> (9)  0x403dfe90  __text_start_f + 0x3dfe90 [./arserverd]
> (10) 0x41034640  main + 0xc1b140 [./arserverd]
> (11) 0x41666e10  main + 0x124d910 [./arserverd]
> (12) 0x41666be0  main + 0x124d6e0 [./arserverd]
> *** Error in libunwind: Out of memory. Try with a higher value for
> UNWIND_RESERVE_MEM (current value = 16).
> (13) 0xc010f2c0  __pthread_bound_body + 0x190
> [/usr/lib/hpux64/libpthread.so.1].
> 
> It seems a memory issue, could you please guide me in configuring correct
> amount of memory on my machine.
> 
> 
> With Regards,
> Anuj Dua
> 199 6596
> 
> 
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> 

-- 
View this message in context: 
http://old.nabble.com/Memory-requirement-of-ARS-and-ITSM-7.6.04-tp31095530p31095682.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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'The End' of support for Remedy 6.3.

[team.rem...@libero.it]

Hello everyone,
it is true that the version 6.3 of the Remedy is no supported by BMC? 
could you tell me if this is true since (approximately)?

Thank you very much.
Peter

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Re: Weekly report using Runmacro

[Rod Harris]

Hi Howard,

The -o option for runmacro is a special mode of operation that is used
to dump the data from one or more forms quickly. It ignores the query
in the macro in favour of one passed via the -q or -Q options,
depending on the format of the query. There is another paramtere for
passing the formname also so the macro is completely redundent with
-o.

I guess this has probably arrived a little too late for you.

Rod

On 24 September 2010 08:57, Howard  wrote:
> I am trying to generate a weekly report in a CSV format and want to use
> the server runmacro utility to accomplish this.  When I try to run the
> following in the command line:
>
>
> /u01/app/bmc/v55/bin/runmacro -d /u01/app/bmc/ -o /u01/app/bmc/macro -x
> testserver -e testmacro  -U user -P password -f formName -t csv
>
>
> I do get a CSV file as the output, however, the file contains all the
> records from the "formName" and it doesn't take the qualification in
> my "testmacro" into consideration.  Does anybody know why?
>
>
> Also, how would I apply the ".arr" style to the command or does it just
> know because the file is located in the same directory as the macro?
>
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Re: 'The End' of support for Remedy 6.3.

[Walters, Mark]

Correct - as stated in the message from David Easter yesterday, support ended 
for 6.3 when 7.5 was released. - Jan 16th, 2009.

Mark

I work for BMC, I do not speak for them.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it
Sent: 08 March 2011 11:33
To: arslist@ARSLIST.ORG
Subject: 'The End' of support for Remedy 6.3.

Hello everyone,
it is true that the version 6.3 of the Remedy is no supported by BMC? 
could you tell me if this is true since (approximately)?

Thank you very much.
Peter

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Re: Weekly report using Runmacro

[Ali A. Musa]

1. May be you forget -a protNo, or you need to set environment variables such 
as 
ARHOME=?
REMEDY_DIR=?   
AR_CONF=?
AR_SERVER_ID=?
ARMON_DIR=?
ARTCPPORT=?
PATH=?

2. For .arr once define in the macro  then the file should be in the same 
directory, 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rod Harris
Sent: Tuesday, March 08, 2011 2:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Weekly report using Runmacro

Hi Howard,

The -o option for runmacro is a special mode of operation that is used
to dump the data from one or more forms quickly. It ignores the query
in the macro in favour of one passed via the -q or -Q options,
depending on the format of the query. There is another paramtere for
passing the formname also so the macro is completely redundent with
-o.

I guess this has probably arrived a little too late for you.

Rod

On 24 September 2010 08:57, Howard  wrote:
> I am trying to generate a weekly report in a CSV format and want to use
> the server runmacro utility to accomplish this.  When I try to run the
> following in the command line:
>
>
> /u01/app/bmc/v55/bin/runmacro -d /u01/app/bmc/ -o /u01/app/bmc/macro -x
> testserver -e testmacro  -U user -P password -f formName -t csv
>
>
> I do get a CSV file as the output, however, the file contains all the
> records from the "formName" and it doesn't take the qualification in
> my "testmacro" into consideration.  Does anybody know why?
>
>
> Also, how would I apply the ".arr" style to the command or does it just
> know because the file is located in the same directory as the macro?
>
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Re: Password pattern matching in Kinetics

[John Atherly]

Thank you for your responce.  After several more hours of playing around I 
got it working using 
^.*(?=.{8,})(?=.*[a-z])(?=.*[A-Z])(?=.*[^A-Za-z0-9]).*$
_
 


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




LJ LongWing  
Sent by: "Action Request System discussion list(ARSList)" 

03/07/2011 04:57 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Password pattern matching in Kinetics






** 
John,
I don’t have direct experience with Kinetic, but I would imagine you would 
need to do 3 separate checks.  By doing it the way you are, as you 
described you are saying that it must be in the order you specify.  If 
however you check it for lower, then for upper, then for special, all 3 
should pass regardless of order.
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Atherly
Sent: Monday, March 07, 2011 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Password pattern matching in Kinetics
 
** 
I'm trying to create a field in Kinetics that the user will enter in the 
new password in and I want to make sure it meets the specs.  It must 
include an upper case character, a lower case character, a special 
character (for example: #, !, +, %) and be 8 characters in length. 
I've gotten it to meet the upper and lower case and the special character 
as long as it is typed in that order any thing else fails.   


([A-Z]+[a-z]+[^A-Za-z0-9])equal any upper case followed by a lower 
case and then a special character 
were 
([^A-Za-z0-9]+[A-Z]+[a-z])equals the same but in a different order 
special character followed by an upper case and then lower case 

or I could use 
([A-Z]+[a-z]+[0-9]+[^A-Za-z0-9])|([^A-Za-z0-9]+[A-Z]+[a-z]+[0-9]) which 
equals either of the examples but not any that start with a lower or any 
other combination. 

I think what I'm looking for should be something like
([A-Z])([a-z])([^A-Za-z0-9]){8} 

Thanks 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process & 
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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ARS 7.5 or 7.6 API for Solaris

[Mario Röhr]

Hi Lister,

does anyone of you know, if there is an ARS 7.5 / 7.6 API available for Solaris 
and if yes, are they 64 Bit compatible?

I would be interested in the following libraries:

- libicudatabmc.so.32.0
- libicui18nbmc.so.32.0
- libicuucbmc.so.32.0
- libicuiobmc.so.32.0

Thanks in advance.

Mario

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'The End' of support for Remedy 6.3.

[John Baker]

It's a shame as it was a good solid release.

Good news, we still support SSO Plugin for AR System 6.3 and I believe
others have had success connecting Midtier 7.0 (for better performance)
to AR System 6.3, so there's still life in the system yet.

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Re: Upgrade from 7.5 to 7.6.4 Issue

[Rodriguez, Rafael J x23718]

Thanks Misi for the response,

I have already tried deleting the form and re-importing and I'm still getting 
the same errors. The fields its complaining about exists on the form but I will 
check in SQL to see if those columns actually do exists.

I'm at the point where I just restored my system back to 7.5. I have a webex 
with BMC today. Fingers Crossed! Lol

Rafael

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Tuesday, March 08, 2011 2:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade from 7.5 to 7.6.4 Issue

Hi,

Apparently the Group-forms has become corrupt.

The easiest way may be to delete the form, and import it anew. Make sure
you have definitions of all related objects for the new import.

If this fails, or you want to patch things up, you must add the missing
columns by hand in the SQL Database so that it corresponds with what the
AR System is expecting.

Turn on SQL logging and create similar columns in another form to see the
exact SQL syntax required for your DB.

If all else fails, you may want to restore the system to the 7.5 state,
and then do a fresh install of 7.6.04, and finally copy the custom DEF:s
and the data using RRR|Chive...

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.

> Hello list,
>
> I have recently began trying to upgrade from ARS 7.5 fully custom (No
> ITSM) to 7.6.4 and the installer gives an error stating that it failed
> although I'm able to start the ARS service and it shows that its on 7.6.4
> version. The indtall log show the following to Sever errors:
>
>
> Issue Details:
>
> Server: WIN2008 64bit
>
> SQL 2008 64bit
>
> ARS: 7.6.4
>
>
>
>   LOG EVENT {Description=[[resultType=COMPLETED,exitCode=2]],Detail=[RIK
> command ("C:\Users\hwrarod.JSQ\AppData\Local\Temp\Utilities\rik\rik.exe"
> loadapp -x EDIDVWREMA01.bsg.ad.adp.com -t 0 -u "Action Request Installer
> Account" -p  -l "D:\Program Files (x86)\Remedy" -n
> ARServer-RIK_PostUpgrade -f "D:\Program Files
> (x86)\Remedy\ARServer\installforms\en\adf_ServerApps1_en.xml" -m nosamp
> -k 0 -L -c) returned an exit code of 2, which was interpreted as a
> failure]}
>
>
>
>   THROWABLE EVENT {Description=[Failed to execute Rule
> Engine],Detail=[[ERROR][Fri Mar 04 12:47:04.162] ImportFileNode-
> ARImport() for "Group.def" returned non-zero return code 2 [ERROR][Fri
> Mar 04 12:47:04.162] ImportFileNode- 552 The SQL database operation
> failed. The COMMIT TRANSACTION request has no corresponding BEGIN
> TRANSACTION. (SQL Server 3902) [ERROR][Fri Mar 04 12:47:04.162]
> LoadComponent- Definition Import failed for D:\Program Files
> (x86)\Remedy\ARServer\installforms\en\Group.def (return code 2)
> [ERROR][Fri Mar 04 12:47:12.591] ImportFileNode- ARImport() for
> "UserPasswordChange.def" returned non-zero return code 2 [ERROR][Fri Mar
> 04 12:47:12.591] ImportFileNode- 552 The SQL database operation failed.
> The COMMIT TRANSACTION request has no corresponding BEGIN TRANSACTION.
> (SQL Server 3902) [ERROR][Fri Mar 04 12:47:12.591] LoadComponent-
> Definition Import failed for D:\Program Files
> (x86)\Remedy\ARServer\installforms\en\UserPasswordChange.def (return
> code 2) [ERROR][Fri Mar 04 12:47:12.591] LoadComponent- At least one
> file in definitions list returned an error [ERROR][Fri Mar 04
> 12:47:19.650] LoadComponent- Errors processing component GroupUser,
> worst overall return code = 2 [ERROR][Fri Mar 04 12:47:22.129]
> ImportFileNode- ARImport() for "AlertList.def" returned non-zero return
> code 2 [ERROR][Fri Mar 04 12:47:22.129] ImportFileNode- 552 The SQL
> database operation failed. The COMMIT TRANSACTION request has no
> corresponding BEGIN TRANSACTION. (SQL Server 3902) [ERROR][Fri Mar 04
> 12:47:22.129] LoadComponent- Definition Import failed for D:\Program
> Files (x86)\Remedy\ARServer\installforms\en\AlertList.def (return code
> 2) ...]}
>
> 
>
>
>
> Also, I tried importing the failed forms using dev studio and get the
> following message:
>
> The SQL database operation failed. The COMMIT TRANSACTION request has no
> corresponding BEGIN TRANSACTION. (SQL Server 3902)
>
>
>
> I get the following errors when trying to perform search on the following
> forms:
>
> User form:
>
>
>
> ARERR [552] The SQL database operation failed. : Invalid column name
> 'C301600300'. (SQL Server 207)
>
>
>
> I also get the following error on Group form:
>
> ARERR [552] The SQL database operation failed. : Invalid column name
> 'C301600300'. (SQL Server 207)Invalid column name 'C139'. (SQL Server
> 207)Invalid column name 'C136'. (SQL Server 207)Invalid column name
> 'C134'. (SQL Server 207)
>
>
>
> Anyone see this problem

Re: Remedy Developers Studio - Error

[Pruitt, Christopher (Bank of America Account)]

Interesting. I ran the SQL and API logs and this is what is showed. Looks like 
I need to open an issue with BMC.

  /* Tue Mar 08 
2011 08:04:36.9353 */+GSQL   ARGetListSQL -- select fil.filterId, fil.name from 
filter fil where fil.timestamp > 0 _##EXTRA_WHERE_CLAUSE_## from Client Type 36 
(protocol 13) at IP address 
  /* Tue Mar 08 
2011 08:04:36.9359 */select fil.filterId, fil.name from filter fil where 
fil.timestamp > 0 _##EXTRA_WHERE_CLAUSE_##
  /* Tue Mar 08 
2011 08:04:36.9382 */*** ERROR ***  ORA-00911: invalid character
  /* Tue Mar 08 
2011 08:04:36.9384 */-GSQL FAIL



Christopher Pruitt
HP Enterprise Services
Bank of America Account | CIA - Integrated Applications | IW Infrastructure Team
+1.972.605.7702 office | christopher.pru...@hp.com

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of vikram_k
Sent: Tuesday, March 08, 2011 1:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Developers Studio - Error

hi,

Can you extract the corresponding API and SQL logs with  this error message
that can tell a lot of things.

Thanks,
Vikram

Pruitt, Christopher (Bank of America Account) wrote:
>
> This is a brand new install I ran this morning.
>
> Christopher Pruitt
> Business Consulting III
> HP Enterprises Services
> christopher.pru...@hp.com
> www.hp.com
> [cid:image003.png@01CBDCE2.1F899120]
>
> Confidentiality Notice: This message and any files transmitted with it are
> intended for the sole use of the entity or individual to whom it is
> addressed, and may contain information that is confidential, privileged,
> and exempt from disclosure under applicable law. If you are not the
> intended addressee for this e-mail, you are hereby notified that any
> copying, distribution, or dissemination of this e-mail is strictly
> prohibited. If you have received this e-mail in error, please immediately
> destroy, erase, or discard this message. Please notify the sender
> immediately by return e-mail if you have received this e-mail by mistake.
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
> Sent: Monday, March 07, 2011 4:09 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Developers Studio - Error
>
> ** Have you tried a new install of RDS?
>
> -Original Message-
> From: Pruitt, Christopher (Bank of America Account) (Bank of America
> Account) 
> To: arslist 
> Sent: Mon, Mar 7, 2011 5:05 pm
> Subject: Remedy Developers Studio - Error
>
> Has anyone ever seen this error with the Remedy Developer Studio 7.6.4
>
>
>
> I select all Objects, select Forms or Active Links and it will bring back
> a list
>
> of objects, however, when I select Filters it gives me the following error
>
>
>
> Unable to retrieve Filters lists from .
> com.bmc.arsys.studio.model.ModelException:
>
> ERROR (552): Failure during SQL operation to the database: ORA-00911:
> invalid
>
> character (ARERR 5087).
>
>
>
> I did not have an issue when using version 7.5 but when I upgraded to
> 7.6.4 this
>
> started to pop up.
>
>
>
> Environment:
>
> Remedy AR Server 7.1 (we are planning an upgrade to 7.6.4 later this year)
>
> Oracle 10g
>
> SUN OS 5.9
>
> Remedy Developer Studio 7.6.4 running on Windows XP SP3.
>
>
>
>
>
> Christopher Pruitt
>
> Business Consulting III
>
> HP Enterprises Services
>
> christopher.pru...@hp.com
>
> www.hp.com>
>
>
>
>
>
> Confidentiality Notice: This message and any files transmitted with it are
>
> intended for the sole use of the entity or individual to whom it is
> addressed,
>
> and may contain information that is confidential, privileged, and exempt
> from
>
> disclosure under applicable law. If you are not the intended addressee for
> this
>
> e-mail, you are hereby notified that any copying, distribution, or
> dissemination
>
> of this e-mail is strictly prohibited. If you have received this e-mail in
>
> error, please immediately destroy, erase, or discard this message. Please
> notify
>
> the sender immediately by return e-mail if you have received this e-mail
> by
>
> mistake.
>
>
>
>
>
>
>
>
>
> ___
>
> UNSUBSCRIBE or access ARSlist Archives at
> www.arslist.org
>
> attend wwrug11 www.wwrug.com ARSList: "Where the
> Answers Are"
>
>
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
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>
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--
View this message in context: 
http://old.nabble.com/Remedy-Developers-Studio---Error-tp31092225p31094766.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.

Re: ARS 7.5 or 7.6 API for Solaris

[Axton]

7.5 include both a 32-bit and 64-bit flavor of each of the files.  The
64-bit files have a suffix on the filename.  E.g.,

libicuiobmc.so
libicuiobmc.so.32
libicuiobmc.so.32.0
libicuiobmc_solsp64.so
libicuiobmc_solsp64.so.32
libicuiobmc_solsp64.so.32.0

Axton Grams

On Tue, Mar 8, 2011 at 7:05 AM, "Mario Röhr"  wrote:

> Hi Lister,
>
> does anyone of you know, if there is an ARS 7.5 / 7.6 API available for
> Solaris and if yes, are they 64 Bit compatible?
>
> I would be interested in the following libraries:
>
> - libicudatabmc.so.32.0
> - libicui18nbmc.so.32.0
> - libicuucbmc.so.32.0
> - libicuiobmc.so.32.0
>
> Thanks in advance.
>
> Mario
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>

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Re: 'The End' of support for Remedy 6.3.

[Elry]

I agree John...

I have been around since version 2.0 and I would have to say 6.3 was a
good one.


On Mar 8, 8:07 am, John Baker  wrote:
> It's a shame as it was a good solid release.
>
> Good news, we still support SSO Plugin for AR System 6.3 and I believe
> others have had success connecting Midtier 7.0 (for better performance)
> to AR System 6.3, so there's still life in the system yet.
>
> ___­
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> attend wwrug11www.wwrug.comARSList: "Where the Answers Are"

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R: Re: 'The End' of support for Remedy 6.3.

[team.rem...@libero.it]

Thank you very much.
Peter

>Messaggio originale
>Da: mark_walt...@bmc.com
>Data: 8-mar-2011 12.46
>A: 
>Ogg: Re: 'The End' of support for Remedy 6.3.
>
>Correct - as stated in the message from David Easter yesterday, support ended 
for 6.3 when 7.5 was released. - Jan 16th, 2009.
>
>Mark
>
>I work for BMC, I do not speak for them.
>
>-Original Message-
>From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.
ORG] On Behalf Of team.rem...@libero.it
>Sent: 08 March 2011 11:33
>To: arslist@ARSLIST.ORG
>Subject: 'The End' of support for Remedy 6.3.
>
>Hello everyone,
>it is true that the version 6.3 of the Remedy is no supported by BMC? 
>could you tell me if this is true since (approximately)?
>
>Thank you very much.
>Peter
>

>___
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wwrug.com ARSList: "Where the Answers Are"
>

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R: Re: 'The End' of support for Remedy 6.3.

[team.rem...@libero.it]

Hi Mark,
do you know when version 7.1 support expire?

thanks in advance
Peter

>Messaggio originale
>Da: mark_walt...@bmc.com
>Data: 8-mar-2011 12.46
>A: 
>Ogg: Re: 'The End' of support for Remedy 6.3.
>
>Correct - as stated in the message from David Easter yesterday, support ended 
for 6.3 when 7.5 was released. - Jan 16th, 2009.
>
>Mark
>
>I work for BMC, I do not speak for them.
>
>-Original Message-
>From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.
ORG] On Behalf Of team.rem...@libero.it
>Sent: 08 March 2011 11:33
>To: arslist@ARSLIST.ORG
>Subject: 'The End' of support for Remedy 6.3.
>
>Hello everyone,
>it is true that the version 6.3 of the Remedy is no supported by BMC? 
>could you tell me if this is true since (approximately)?
>
>Thank you very much.
>Peter
>

>___
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Re: Upgrade from 7.5 to 7.6.4 Issue

[Jiri Pospisil]

++
Please Read The Disclaimer At The Bottom Of This Email
++

Rafael,

This may be totally unrelated, but I thought I might share this information 
with you.
We are experiencing a similar SQL error to yours, i.e. "The COMMIT TRANSACTION 
request has no ... ", but in our case we are running the ITSM 7.6.03 installer. 
The Remedy server is already on 7.6.03 version and the error appears when 
upgrading from ITSM 7.0.3 to 7.6.03.
We have done some investigation with the DBA team here who turned on tracing on 
the database to see what is happening at the database level. Interestingly, the 
issue appears to be caused by deadlock on the GROUP_CACHE table when installer 
attempts to create 3 new groups, which AR Server translates into three 
simultaneous INSERT commands to the GROUP_CACHE table. At that point, only one 
of the inserts succeeds, while the other two fail with deadlock and rollback. 
The server then issues more commands followed by COMMIT and this causes the 
aforementioned error.
I can see in your log that the command was also updating the Group form, so 
maybe the two are related after all.
I would suggest trying to run the upgrade with the DB tracing on and see if you 
or your DBAs can spot the culprit.

In our case, we managed to run through the install, but had to unset the 
snapshot isolation and read committed snapshot DB options.
Hope this is of some help.

Regards
Jiri

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rodriguez, Rafael J x23718
Sent: 08 March 2011 00:58
To: arslist@ARSLIST.ORG
Subject: Upgrade from 7.5 to 7.6.4 Issue

**
Hello list,

I have recently began trying to upgrade from ARS 7.5 fully custom (No ITSM) to 
7.6.4 and the installer gives an error stating that it failed although I'm able 
to start the ARS service and it shows that its on 7.6.4 version. The indtall 
log show the following to Sever errors:


Issue Details:

Server: WIN2008 64bit

SQL 2008 64bit

ARS: 7.6.4



  LOG EVENT {Description=[[resultType=COMPLETED,exitCode=2]],Detail=[RIK 
command ("C:\Users\hwrarod.JSQ\AppData\Local\Temp\Utilities\rik\rik.exe" 
loadapp -x EDIDVWREMA01.bsg.ad.adp.com -t 0 -u "Action Request Installer 
Account" -p  -l "D:\Program Files (x86)\Remedy" -n 
ARServer-RIK_PostUpgrade -f "D:\Program Files 
(x86)\Remedy\ARServer\installforms\en\adf_ServerApps1_en.xml" -m nosamp -k 0 -L 
-c) returned an exit code of 2, which was interpreted as a failure]}



  THROWABLE EVENT {Description=[Failed to execute Rule 
Engine],Detail=[[ERROR][Fri Mar 04 12:47:04.162] ImportFileNode- ARImport() for 
"Group.def" returned non-zero return code 2 [ERROR][Fri Mar 04 12:47:04.162] 
ImportFileNode- 552 The SQL database operation failed. The COMMIT TRANSACTION 
request has no corresponding BEGIN TRANSACTION. (SQL Server 3902) [ERROR][Fri 
Mar 04 12:47:04.162] LoadComponent- Definition Import failed for D:\Program 
Files (x86)\Remedy\ARServer\installforms\en\Group.def (return code 2) 
[ERROR][Fri Mar 04 12:47:12.591] ImportFileNode- ARImport() for 
"UserPasswordChange.def" returned non-zero return code 2 [ERROR][Fri Mar 04 
12:47:12.591] ImportFileNode- 552 The SQL database operation failed. The COMMIT 
TRANSACTION request has no corresponding BEGIN TRANSACTION. (SQL Server 3902) 
[ERROR][Fri Mar 04 12:47:12.591] LoadComponent- Definition Import failed for 
D:\Program Files (x86)\Remedy\ARServer\installforms\en\UserPasswordChange.def 
(return code 2) [ERROR][Fri Mar 04 12:47:12.591] LoadComponent- At least one 
file in definitions list returned an error [ERROR][Fri Mar 04 12:47:19.650] 
LoadComponent- Errors processing component GroupUser, worst overall return code 
= 2 [ERROR][Fri Mar 04 12:47:22.129] ImportFileNode- ARImport() for 
"AlertList.def" returned non-zero return code 2 [ERROR][Fri Mar 04 
12:47:22.129] ImportFileNode- 552 The SQL database operation failed. The COMMIT 
TRANSACTION request has no corresponding BEGIN TRANSACTION. (SQL Server 3902) 
[ERROR][Fri Mar 04 12:47:22.129] LoadComponent- Definition Import failed for 
D:\Program Files (x86)\Remedy\ARServer\installforms\en\AlertList.def (return 
code 2) ...]}





Also, I tried importing the failed forms using dev studio and get the following 
message:

The SQL database operation failed. The COMMIT TRANSACTION request has no 
corresponding BEGIN TRANSACTION. (SQL Server 3902)



I get the following errors when trying to perform search on the following forms:

User form:



ARERR [552] The SQL database operation failed. : Invalid column name 
'C301600300'. (SQL Server 207)



I also get the following error on Group form:

ARERR [552] The SQL database operation failed. : Invalid column name 
'C301600300'. (SQL Server 207)Invalid column name 'C139'. (SQL Server 
207)Invalid column name 'C136'. (SQL Server 207)Invalid column name 'C134'. 
(SQL Server 207)



Anyone see this

Re: 'The End' of support for Remedy 6.3.

[Easter, David]

The BMC Product Support Policy can be found here:

http://www.bmc.com/support/product-support-policy.html

Because the BMC support policy is version based and not time based, there is no 
specific end-of-support date currently for 7.1.00.  However, do keep in mind 
that 7.1.00 was released 31-Aug-2007.  If you take a look at the support 
lifecycle of AR System historically, you'll find that AR System releases are 
typically supported for 36-54 months, with an average of about 4 years.  Thus, 
were I to provide guidance, I would not expect AR System 7.1.00 to be supported 
much past mid-CY 2011 since that would be the 4 year mark.  I would recommend 
that any customer who is still on AR System 7.1.00 start planning in the next 
6-9 months to upgrade to a later version.

-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.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it
Sent: Tuesday, March 08, 2011 07:10 AM
To: arslist@ARSLIST.ORG
Subject: R: Re: 'The End' of support for Remedy 6.3.

Hi Mark,
do you know when version 7.1 support expire?

thanks in advance
Peter

>Messaggio originale
>Da: mark_walt...@bmc.com
>Data: 8-mar-2011 12.46
>A: 
>Ogg: Re: 'The End' of support for Remedy 6.3.
>
>Correct - as stated in the message from David Easter yesterday, support ended 
for 6.3 when 7.5 was released. - Jan 16th, 2009.
>
>Mark
>
>I work for BMC, I do not speak for them.
>
>-Original Message-
>From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.
ORG] On Behalf Of team.rem...@libero.it
>Sent: 08 March 2011 11:33
>To: arslist@ARSLIST.ORG
>Subject: 'The End' of support for Remedy 6.3.
>
>Hello everyone,
>it is true that the version 6.3 of the Remedy is no supported by BMC? 
>could you tell me if this is true since (approximately)?
>
>Thank you very much.
>Peter
>

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

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Re: ARS 7.5 or 7.6 API for Solaris

[Misi Mladoniczky]

Hi,

It depends on if you link with libar_solsp64.{a,so} or libar.{a,so}.

The libicuXXbmc.so* is not included in the api-directory, but can be found
in the {arinstalldir}/bin directory.

Let me know if you need help getting these run-time libs.

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.

> 7.5 include both a 32-bit and 64-bit flavor of each of the files.  The
> 64-bit files have a suffix on the filename.  E.g.,
>
> libicuiobmc.so
> libicuiobmc.so.32
> libicuiobmc.so.32.0
> libicuiobmc_solsp64.so
> libicuiobmc_solsp64.so.32
> libicuiobmc_solsp64.so.32.0
>
> Axton Grams
>
> On Tue, Mar 8, 2011 at 7:05 AM, "Mario Röhr"  wrote:
>
>> Hi Lister,
>>
>> does anyone of you know, if there is an ARS 7.5 / 7.6 API available for
>> Solaris and if yes, are they 64 Bit compatible?
>>
>> I would be interested in the following libraries:
>>
>> - libicudatabmc.so.32.0
>> - libicui18nbmc.so.32.0
>> - libicuucbmc.so.32.0
>> - libicuiobmc.so.32.0
>>
>> Thanks in advance.
>>
>> Mario
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>

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R: Re: 'The End' of support for Remedy 6.3.

[team.rem...@libero.it]

Thank you very much.
VERY INTERESTING!

Peter

>Messaggio originale
>Da: david_eas...@bmc.com
>Data: 8-mar-2011 16.43
>A: 
>Ogg: Re: 'The End' of support for Remedy 6.3.
>
>The BMC Product Support Policy can be found here:
>
>http://www.bmc.com/support/product-support-policy.html
>
>Because the BMC support policy is version based and not time based, there is 
no specific end-of-support date currently for 7.1.00.  However, do keep in mind 
that 7.1.00 was released 31-Aug-2007.  If you take a look at the support 
lifecycle of AR System historically, you'll find that AR System releases are 
typically supported for 36-54 months, with an average of about 4 years.  Thus, 
were I to provide guidance, I would not expect AR System 7.1.00 to be supported 
much past mid-CY 2011 since that would be the 4 year mark.  I would recommend 
that any customer who is still on AR System 7.1.00 start planning in the next 6-
9 months to upgrade to a later version.
>
>-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.
>
>-Original Message-
>From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.
ORG] On Behalf Of team.rem...@libero.it
>Sent: Tuesday, March 08, 2011 07:10 AM
>To: arslist@ARSLIST.ORG
>Subject: R: Re: 'The End' of support for Remedy 6.3.
>
>Hi Mark,
>do you know when version 7.1 support expire?
>
>thanks in advance
>Peter
>
>>Messaggio originale
>>Da: mark_walt...@bmc.com
>>Data: 8-mar-2011 12.46
>>A: 
>>Ogg: Re: 'The End' of support for Remedy 6.3.
>>
>>Correct - as stated in the message from David Easter yesterday, support 
ended 
>for 6.3 when 7.5 was released. - Jan 16th, 2009.
>>
>>Mark
>>
>>I work for BMC, I do not speak for them.
>>
>>-Original Message-
>>From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.
>ORG] On Behalf Of team.rem...@libero.it
>>Sent: 08 March 2011 11:33
>>To: arslist@ARSLIST.ORG
>>Subject: 'The End' of support for Remedy 6.3.
>>
>>Hello everyone,
>>it is true that the version 6.3 of the Remedy is no supported by BMC? 
>>could you tell me if this is true since (approximately)?
>>
>>Thank you very much.
>>Peter
>>
>

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

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>

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whats new

[Martinez, Marcelo A]

I am looking for the What's New document for 7.6.04.. but going a bit nuts 
finding it. Anyone knows where it is?

Thx!!

Marcelo Martinez

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Re: whats new

[Martinez, Marcelo A]

Found it! Document 194226.pfd




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, March 08, 2011 10:50 AM
To: arslist@ARSLIST.ORG
Subject: whats new

I am looking for the What's New document for 7.6.04.. but going a bit nuts 
finding it. Anyone knows where it is?

Thx!!

Marcelo Martinez

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AW: whats new

[Klapetke, Christoph]

Hi Marcelo,

following URL includes a TechTalk presentation about ITSM 7.6.04.
http://communities.bmc.com/communities/docs/DOC-12373

Mit freundlichen Gruessen - Yours sincerely

Christoph
-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] Im Auftrag von Martinez, Marcelo A
Gesendet: Dienstag, 8. März 2011 17:50
An: arslist@ARSLIST.ORG
Betreff: whats new

I am looking for the What's New document for 7.6.04.. but going a bit nuts 
finding it. Anyone knows where it is?

Thx!!

Marcelo Martinez

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Vertretungsberechtigte Gesellschafter:
Computacenter Aktiengesellschaft, mit Sitz in Köln (Amtsgericht Köln HRB 28384)
Vorstand: Oliver Tuszik (Vorsitzender), Dr. Karsten Freihube, Hans-Georg 
Freitag, Frank Kottmann, Reiner Louis
Aufsichtsrat: Michael Norris (Vorsitzender)
Computacenter Management GmbH, mit Sitz in Köln (Amtsgericht Köln HRB 28284)
Geschäftsführer: Ulrich Irnich
Visit us on the Internet: http://www.computacenter.de
Visit our Online-Shop: https://shop.computacenter.de

This email is confidential. If you are not the intended recipient, you must not 
disclose or use the information contained in it. If you have received this mail 
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Re: whats new

[Easter, David]

Note that the link below is for BMC Partners and BMC employees only and would 
not be available to the majority of customers.

-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.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Klapetke, Christoph
Sent: Tuesday, March 08, 2011 08:57 AM
To: arslist@ARSLIST.ORG
Subject: AW: whats new

Hi Marcelo,

following URL includes a TechTalk presentation about ITSM 7.6.04.
http://communities.bmc.com/communities/docs/DOC-12373

Mit freundlichen Gruessen - Yours sincerely

Christoph
-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] Im Auftrag von Martinez, Marcelo A
Gesendet: Dienstag, 8. März 2011 17:50
An: arslist@ARSLIST.ORG
Betreff: whats new

I am looking for the What's New document for 7.6.04.. but going a bit nuts 
finding it. Anyone knows where it is?

Thx!!

Marcelo Martinez

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---
Computacenter AG & Co. oHG, mit Sitz in Kerpen (Amtsgericht Köln HRA 18096)
Vertretungsberechtigte Gesellschafter:
Computacenter Aktiengesellschaft, mit Sitz in Köln (Amtsgericht Köln HRB 28384)
Vorstand: Oliver Tuszik (Vorsitzender), Dr. Karsten Freihube, Hans-Georg 
Freitag, Frank Kottmann, Reiner Louis
Aufsichtsrat: Michael Norris (Vorsitzender)
Computacenter Management GmbH, mit Sitz in Köln (Amtsgericht Köln HRB 28284)
Geschäftsführer: Ulrich Irnich
Visit us on the Internet: http://www.computacenter.de
Visit our Online-Shop: https://shop.computacenter.de

This email is confidential. If you are not the intended recipient, you must not 
disclose or use the information contained in it. If you have received this mail 
in error, please tell us immediately by return email and delete the document.
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Re: whats new

[Martinez, Marcelo A]

Yes, I just tried it and got the error -- I do not have access to view it.

Thanks Christoph

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Tuesday, March 08, 2011 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: whats new

Note that the link below is for BMC Partners and BMC employees only and would 
not be available to the majority of customers.

-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.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Klapetke, Christoph
Sent: Tuesday, March 08, 2011 08:57 AM
To: arslist@ARSLIST.ORG
Subject: AW: whats new

Hi Marcelo,

following URL includes a TechTalk presentation about ITSM 7.6.04.
http://communities.bmc.com/communities/docs/DOC-12373

Mit freundlichen Gruessen - Yours sincerely

Christoph
-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] Im Auftrag von Martinez, Marcelo A
Gesendet: Dienstag, 8. März 2011 17:50
An: arslist@ARSLIST.ORG
Betreff: whats new

I am looking for the What's New document for 7.6.04.. but going a bit nuts 
finding it. Anyone knows where it is?

Thx!!

Marcelo Martinez

___
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---
Computacenter AG & Co. oHG, mit Sitz in Kerpen (Amtsgericht Köln HRA 18096)
Vertretungsberechtigte Gesellschafter:
Computacenter Aktiengesellschaft, mit Sitz in Köln (Amtsgericht Köln HRB 28384)
Vorstand: Oliver Tuszik (Vorsitzender), Dr. Karsten Freihube, Hans-Georg 
Freitag, Frank Kottmann, Reiner Louis
Aufsichtsrat: Michael Norris (Vorsitzender)
Computacenter Management GmbH, mit Sitz in Köln (Amtsgericht Köln HRB 28284)
Geschäftsführer: Ulrich Irnich
Visit us on the Internet: http://www.computacenter.de
Visit our Online-Shop: https://shop.computacenter.de

This email is confidential. If you are not the intended recipient, you must not 
disclose or use the information contained in it. If you have received this mail 
in error, please tell us immediately by return email and delete the document.
---

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Problem with HTML mail.

[team.rem...@libero.it]

Hello everyone,
my customer asked me to get the email alerts in HTML format. Now the mail is 
sent with body Plan Text. I tried to put in a filter Notify the HTML text, but 
that is not encoded by the Mail Engine, and arrive in my mail client with all 
the typical HTML tag.

For example, the requirement of my customer is to receive emails with colored 
text, and a special font.

What to do?
thank you in advance.
Peter

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ITSM 7.6.4

[Frank Caruso]

Can anyone confirm for me whether there is now only one view of the Help
Desk form, the Best Practice View?
Older versions you cold toggle between the BPV and the Classic View.

Thank you

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Re: ITSM 7.6.4

[Atul Vohra]

Yes

There is a separate form for Help Desk (do not remember the name) for classic 
view. Also the view (form) shown is configurable from the Application 
Administration Console.


Atul 


-Original Message-
From: "Frank Caruso" [caruso.fr...@gmail.com]
Date: 03/08/2011 01:35 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4

** Can anyone confirm for me whether there is now only one view of the Help 
Desk form, the Best Practice View?
Older versions you cold toggle between the BPV and the Classic View.

Thank you

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SOLVED: ITSM 7.6.4

[Frank Caruso]

Yup ... just found the Join view form.

Thankx Atul.

On Tue, Mar 8, 2011 at 1:44 PM, Atul Vohra wrote:

> Yes
>
> There is a separate form for Help Desk (do not remember the name) for
> classic view. Also the view (form) shown is configurable from the
> Application Administration Console.
>
>
> Atul
>
>
> -Original Message-
> From: "Frank Caruso" [caruso.fr...@gmail.com]
> Date: 03/08/2011 01:35 PM
> To: arslist@ARSLIST.ORG
> Subject: ITSM 7.6.4
>
> ** Can anyone confirm for me whether there is now only one view of the Help
> Desk form, the Best Practice View?
> Older versions you cold toggle between the BPV and the Classic View.
>
> Thank you
>
> _attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_
>
> ___
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>

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Re: ITSM 7.6.4

[Philip, Saji L]

Yes there is still a classic view.  By default, the best practice view is 
shown.  But I have heard rumors, that BMC will stop the classic view altogether.


Saji

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: Tuesday, March 08, 2011 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4

Yes

There is a separate form for Help Desk (do not remember the name) for classic 
view. Also the view (form) shown is configurable from the Application 
Administration Console.


Atul 


-Original Message-
From: "Frank Caruso" [caruso.fr...@gmail.com]
Date: 03/08/2011 01:35 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4

** Can anyone confirm for me whether there is now only one view of the Help 
Desk form, the Best Practice View?
Older versions you cold toggle between the BPV and the Classic View.

Thank you

_attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_ 
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Re: ITSM 7.6.4

[Easter, David]

Not a rumor.  There is a Statement of Direction posted:

24-Sep-2010 Provides end of life information for BMC Remedy ITSM 
Classic views.  
http://documents.bmc.com/products/documents/46/22/174622/174622.pdf


-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.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Philip, Saji L
Sent: Tuesday, March 08, 2011 10:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4

Yes there is still a classic view.  By default, the best practice view is 
shown.  But I have heard rumors, that BMC will stop the classic view altogether.


Saji

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: Tuesday, March 08, 2011 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4

Yes

There is a separate form for Help Desk (do not remember the name) for classic 
view. Also the view (form) shown is configurable from the Application 
Administration Console.


Atul 


-Original Message-
From: "Frank Caruso" [caruso.fr...@gmail.com]
Date: 03/08/2011 01:35 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4

** Can anyone confirm for me whether there is now only one view of the Help 
Desk form, the Best Practice View?
Older versions you cold toggle between the BPV and the Classic View.

Thank you

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Re: Problem with HTML mail.

[Grooms, Frederick W]

It would help to know what version ARS system you are on.   Two general methods 
of sending an HTML email are:

Use Templates

If you are creating the entire HTML for the email body, then instead of a 
Notify action you can Push to the AR System Email Messages form (putting your 
body into the HTML Body field instead of the Plain Text Body field).

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it
Sent: Tuesday, March 08, 2011 12:10 PM
To: arslist@ARSLIST.ORG
Subject: Problem with HTML mail.

Hello everyone,
my customer asked me to get the email alerts in HTML format. Now the mail is 
sent with body Plan Text. I tried to put in a filter Notify the HTML text, but 
that is not encoded by the Mail Engine, and arrive in my mail client with all 
the typical HTML tag.

For example, the requirement of my customer is to receive emails with colored 
text, and a special font.

What to do?
thank you in advance.
Peter

Re: ITSM 7.6.4

[Philip, Saji L]

Thanks, David

I needed this to show my client.  They are bent on using the classic view and I 
have argued for the use of the best practice views, only to fall on deaf ears.  
With this EOL statement, it gives new strength to my position.


Saji

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Tuesday, March 08, 2011 12:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4

Not a rumor.  There is a Statement of Direction posted:

24-Sep-2010 Provides end of life information for BMC Remedy ITSM 
Classic views.  
http://documents.bmc.com/products/documents/46/22/174622/174622.pdf


-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.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Philip, Saji L
Sent: Tuesday, March 08, 2011 10:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4

Yes there is still a classic view.  By default, the best practice view is 
shown.  But I have heard rumors, that BMC will stop the classic view altogether.


Saji

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: Tuesday, March 08, 2011 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4

Yes

There is a separate form for Help Desk (do not remember the name) for classic 
view. Also the view (form) shown is configurable from the Application 
Administration Console.


Atul 


-Original Message-
From: "Frank Caruso" [caruso.fr...@gmail.com]
Date: 03/08/2011 01:35 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4

** Can anyone confirm for me whether there is now only one view of the Help 
Desk form, the Best Practice View?
Older versions you cold toggle between the BPV and the Classic View.

Thank you

_attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_ 
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Re: Memory requirement of ARS and ITSM 7.6.04

[Joe Martin D'Souza]

You may also want to check your ulimit settings. The default settings are 
not quite sufficient. Call up BMC Remedy Support and have them compare your 
current ulimit settings to what the recommended settings should be


Joe

-Original Message- 
From: vikram_k
Sent: Tuesday, March 08, 2011 4:52 AM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: Memory requirement of ARS and ITSM 7.6.04

hi Anuj,

You have the UNWIND_RESERVE_MEM set to 16 which i think is less. try the
below line before you start arserver and do  the change in application which
is causing it crash.

export UNWIND_RESERVE_MEM=1

Let me know what happens..

Thanks,
Vikram


Anuj DUA wrote:


Hello List,

I have installed ARS and ITSM 7.6.04 (complete) on UNIX machine with RAM
of 5 GB.

Now when I make any change in the application (configuration or workflow),
my system crashes with following message in arerror.log file

Stacks:
(0)  0x40fe6690  main + 0xbcd190 [./arserverd]
(1)  0x40fe74a0  main + 0xbcdfa0 [./arserverd]
(2)  0xe001085c7420   Signal 11 (SIGSEGV) delivered 
(3)  0x40d56700  main + 0x93d200 [./arserverd]
(4)  0x40d3a850  main + 0x921350 [./arserverd]
(5)  0x40d3e9f0  main + 0x9254f0 [./arserverd]
(6)  0x40d43d30  main + 0x92a830 [./arserverd]
(7)  0x40d43510  main + 0x92a010 [./arserverd]
(8)  0x40c2f4c0  main + 0x815fc0 [./arserverd]
(9)  0x403dfe90  __text_start_f + 0x3dfe90 [./arserverd]
(10) 0x41034640  main + 0xc1b140 [./arserverd]
(11) 0x41666e10  main + 0x124d910 [./arserverd]
(12) 0x41666be0  main + 0x124d6e0 [./arserverd]
*** Error in libunwind: Out of memory. Try with a higher value for
UNWIND_RESERVE_MEM (current value = 16).
(13) 0xc010f2c0  __pthread_bound_body + 0x190
[/usr/lib/hpux64/libpthread.so.1].

It seems a memory issue, could you please guide me in configuring correct
amount of memory on my machine.


With Regards,
Anuj Dua
199 6596 


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Re: Close Window Action - UT & Browser behave differently

[Joe Martin D'Souza]

You may have to disable table drill down for field 1020 if you want to go that 
route. Doing this however would mean you would need to write workflow for the 
UT too to open that entry..

Joe

From: Mike Buck 
Sent: Tuesday, March 08, 2011 3:53 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Close Window Action - UT & Browser behave differently

** 
Thanks Joe for the info.

The UT & browser unfortunately do behave differently in this regard.  I am 
investigating a work around using events and window IDs.  Hopefully should 
crack it soon.

Kind regards
Mike

On Mon, Mar 7, 2011 at 2:10 PM, Joe Martin D'Souza  wrote:

  ** 

  Is the Mid-Tier opening the window in a new window? Or is it opening it in 
the current window? If its opening in the current window, it is as designed. If 
the pop up is designed to open in a new window, then the result list window 
will not be impacted by closing that second window..

  Joe

  From: Mike Buck 
  Sent: Monday, March 07, 2011 8:58 AM
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Subject: Re: Close Window Action - UT & Browser behave differently

  ** 
  Hi Roger

  Sorry, I should have mentioned its ARS 7.5.   Any information would very much 
be appreciated.

  Thank you
  Mike


  On Mon, Mar 7, 2011 at 1:28 PM, Roger Justice  wrote:

** What Version?





-Original Message-
From: Mike Buck 
To: arslist 
Sent: Mon, Mar 7, 2011 7:09 am
Subject: Close Window Action - UT & Browser behave differently


** 
Good Morning!

Has anyone come across the Close Window Action in an Active Link behaving 
differently?

1.  Search a form (Infrastructure Change in this instance) to display a 
results list.

2.  Double click a Results List entry and a Display Type Window pops up.

3.  As part of the workflow an Active link finally performs a Close Current 
action.  In the User Tool the Display Type Window closes, and this leaves the 
Results List untouched - Fantastic!!!

However, in the Browser the Results List is also Closed --  Why the 
difference?  Surely they should behave in the same way?

Could anyone please shine a light on this problem?

Thank you & kind regards
Mike
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Re: R: Re: Compatibility Matrix browsers.

[Joe Martin D'Souza]

When they say Explorer 6 and higher it means it has been tested for Explorer 
6 but not tested on higher, but it being forward compatible, it should work. 
So you should be good on Explorer 7 or Firefox 2.0 and any version 
higher


You may want to search for Flash compatibility too, as some consoles of ITSM 
7.x onwards have flash objects.. With pre 7.6.4 apps, these were limited to 
CMDB and SRM, but with 7.6.4 apps these have been extended to consoles of 
IM, AM, PM and CM as well..


There may be mention that certain versions of a flash player is not 
supported.. Also for IE I have learnt that installing only the Flash Player 
plugin is not enough. This would be enough for Firefox, Safari or Chrome, 
but for IE, you need the Flash Player ActiveX installed..


Hope this helps..

Joe

-Original Message- 
From: team.rem...@libero.it
Sent: Tuesday, March 08, 2011 3:45 AM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: R: Re: Compatibility Matrix browsers.

Hi Joe,
the Mid-Tier Version is 7.1.00 Patch 007 200904060530.
On the Support site of BMC i can find this Compatibility Matrix for 
browsers.


Browsers
Internet Explorer 6 or higher
Firefox 2.0 or higher
Mozilla 1.7.3 or higher
Safari 3.0 or higher

What do you think about this thing ?

Thank
Peter



Messaggio originale
Da: jdso...@shyle.net
Data: 7-mar-2011 15.29
A: 
Ogg: Re: Compatibility Matrix browsers.

Browser compatibilities are more dependent on the core Mid-Tier version, 
and

not so much on the AR System applications... check the version of the
Mid-Tier and see recommended versions for the browser. Usually thought 
there

are limited restrictions on browser version and most current versions of
most browsers at the time of a release of the Mid-Tier work...

Joe

-Original Message- 
From: team.rem...@libero.it

Sent: Monday, March 07, 2011 5:21 AM Newsgroups:
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Compatibility Matrix browsers.

Hello everyone,
what is the Compatibility Matrix browsers can be used for service desk 7.0?
For example:
Service Desk 7.0 is compatible with Internet Explorer 7 (or Firefox)?

Can you help me? I have not found anything spacifico!

Thank you very much
Peter 


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Re: Compatibility Matrix browsers.

[Easter, David]

> When they say Explorer 6 and higher it means it has been tested for Explorer  
> 6 but not tested on higher

Not completely true.  Higher versions are tested if/when available during the 
release cycle for a given release - or tested on subsequent patch releases.  So 
BMC does not test *just* the minimum version and no others.  

That said, the statement that higher versions are supported because of forward 
compatibility is completely accurate.  So if a new browser version comes out 
post-release, BMC still supports it because of the backwards compatibility of 
the browsers.

-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.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Tuesday, March 08, 2011 11:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: R: Re: Compatibility Matrix browsers.

When they say Explorer 6 and higher it means it has been tested for Explorer 
6 but not tested on higher, but it being forward compatible, it should work. 
So you should be good on Explorer 7 or Firefox 2.0 and any version 
higher

You may want to search for Flash compatibility too, as some consoles of ITSM 
7.x onwards have flash objects.. With pre 7.6.4 apps, these were limited to 
CMDB and SRM, but with 7.6.4 apps these have been extended to consoles of 
IM, AM, PM and CM as well..

There may be mention that certain versions of a flash player is not 
supported.. Also for IE I have learnt that installing only the Flash Player 
plugin is not enough. This would be enough for Firefox, Safari or Chrome, 
but for IE, you need the Flash Player ActiveX installed..

Hope this helps..

Joe

-Original Message- 
From: team.rem...@libero.it
Sent: Tuesday, March 08, 2011 3:45 AM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: R: Re: Compatibility Matrix browsers.

Hi Joe,
the Mid-Tier Version is 7.1.00 Patch 007 200904060530.
On the Support site of BMC i can find this Compatibility Matrix for 
browsers.

Browsers
Internet Explorer 6 or higher
Firefox 2.0 or higher
Mozilla 1.7.3 or higher
Safari 3.0 or higher

What do you think about this thing ?

Thank
Peter


>Messaggio originale
>Da: jdso...@shyle.net
>Data: 7-mar-2011 15.29
>A: 
>Ogg: Re: Compatibility Matrix browsers.
>
>Browser compatibilities are more dependent on the core Mid-Tier version, 
>and
>not so much on the AR System applications... check the version of the
>Mid-Tier and see recommended versions for the browser. Usually thought 
>there
>are limited restrictions on browser version and most current versions of
>most browsers at the time of a release of the Mid-Tier work...
>
>Joe
>
>-Original Message- 
>From: team.rem...@libero.it
>Sent: Monday, March 07, 2011 5:21 AM Newsgroups:
>public.remedy.arsystem.general
>To: arslist@ARSLIST.ORG
>Subject: Compatibility Matrix browsers.
>
>Hello everyone,
>what is the Compatibility Matrix browsers can be used for service desk 7.0?
>For example:
>Service Desk 7.0 is compatible with Internet Explorer 7 (or Firefox)?
>
>Can you help me? I have not found anything spacifico!
>
>Thank you very much
>Peter 

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Re: ITSM 7.6.4

[Sanford, Claire]

I don't understand why BMC is making this product so much harder for people to 
upgrade and use.  My whole user base will have to learn a whole new product 
this time around.  The selling point was that they were used to Remedy and 
there wouldn't be so much pain involved.  We have so many people that depend on 
the classic view and the ability to have a "private" tab.

(((Just my opinion))) 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Tuesday, March 08, 2011 12:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4

Not a rumor.  There is a Statement of Direction posted:

24-Sep-2010 Provides end of life information for BMC Remedy ITSM 
Classic views.  
http://documents.bmc.com/products/documents/46/22/174622/174622.pdf


-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.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Philip, Saji L
Sent: Tuesday, March 08, 2011 10:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4

Yes there is still a classic view.  By default, the best practice view is 
shown.  But I have heard rumors, that BMC will stop the classic view altogether.


Saji

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: Tuesday, March 08, 2011 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4

Yes

There is a separate form for Help Desk (do not remember the name) for classic 
view. Also the view (form) shown is configurable from the Application 
Administration Console.


Atul 


-Original Message-
From: "Frank Caruso" [caruso.fr...@gmail.com]
Date: 03/08/2011 01:35 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4

** Can anyone confirm for me whether there is now only one view of the Help 
Desk form, the Best Practice View?
Older versions you cold toggle between the BPV and the Classic View.

Thank you

_attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_ 
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Re: Compatibility Matrix browsers.

[Joe Martin D'Souza]

Thank you for correcting my statement..

Joe

-Original Message- 
From: Easter, David
Sent: Tuesday, March 08, 2011 2:53 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: Compatibility Matrix browsers.

When they say Explorer 6 and higher it means it has been tested for 
Explorer  6 but not tested on higher


Not completely true.  Higher versions are tested if/when available during 
the release cycle for a given release - or tested on subsequent patch 
releases.  So BMC does not test *just* the minimum version and no others.


That said, the statement that higher versions are supported because of 
forward compatibility is completely accurate.  So if a new browser version 
comes out post-release, BMC still supports it because of the backwards 
compatibility of the browsers.


-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.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza

Sent: Tuesday, March 08, 2011 11:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: R: Re: Compatibility Matrix browsers.

When they say Explorer 6 and higher it means it has been tested for Explorer
6 but not tested on higher, but it being forward compatible, it should work.
So you should be good on Explorer 7 or Firefox 2.0 and any version
higher

You may want to search for Flash compatibility too, as some consoles of ITSM
7.x onwards have flash objects.. With pre 7.6.4 apps, these were limited to
CMDB and SRM, but with 7.6.4 apps these have been extended to consoles of
IM, AM, PM and CM as well..

There may be mention that certain versions of a flash player is not
supported.. Also for IE I have learnt that installing only the Flash Player
plugin is not enough. This would be enough for Firefox, Safari or Chrome,
but for IE, you need the Flash Player ActiveX installed..

Hope this helps..

Joe

-Original Message- 
From: team.rem...@libero.it

Sent: Tuesday, March 08, 2011 3:45 AM Newsgroups:
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: R: Re: Compatibility Matrix browsers.

Hi Joe,
the Mid-Tier Version is 7.1.00 Patch 007 200904060530.
On the Support site of BMC i can find this Compatibility Matrix for
browsers.

Browsers
Internet Explorer 6 or higher
Firefox 2.0 or higher
Mozilla 1.7.3 or higher
Safari 3.0 or higher

What do you think about this thing ?

Thank
Peter



Messaggio originale
Da: jdso...@shyle.net
Data: 7-mar-2011 15.29
A: 
Ogg: Re: Compatibility Matrix browsers.

Browser compatibilities are more dependent on the core Mid-Tier version,
and
not so much on the AR System applications... check the version of the
Mid-Tier and see recommended versions for the browser. Usually thought
there
are limited restrictions on browser version and most current versions of
most browsers at the time of a release of the Mid-Tier work...

Joe

-Original Message- 
From: team.rem...@libero.it

Sent: Monday, March 07, 2011 5:21 AM Newsgroups:
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Compatibility Matrix browsers.

Hello everyone,
what is the Compatibility Matrix browsers can be used for service desk 7.0?
For example:
Service Desk 7.0 is compatible with Internet Explorer 7 (or Firefox)?

Can you help me? I have not found anything spacifico!

Thank you very much
Peter 


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Re: ITSM 7.6.4

[Rick Cook]

Best practices are always improving, Claire.  We can choose to improve our
processes with them, or not.

Rick

On Tue, Mar 8, 2011 at 12:13 PM, Sanford, Claire <
claire.sanf...@memorialhermann.org> wrote:

> I don't understand why BMC is making this product so much harder for people
> to upgrade and use.  My whole user base will have to learn a whole new
> product this time around.  The selling point was that they were used to
> Remedy and there wouldn't be so much pain involved.  We have so many people
> that depend on the classic view and the ability to have a "private" tab.
>
> (((Just my opinion)))
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Easter, David
> Sent: Tuesday, March 08, 2011 12:52 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ITSM 7.6.4
>
> Not a rumor.  There is a Statement of Direction posted:
>
> 24-Sep-2010 Provides end of life information for BMC Remedy
> ITSM Classic views.
> http://documents.bmc.com/products/documents/46/22/174622/174622.pdf
>
>
> -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.
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Philip, Saji L
> Sent: Tuesday, March 08, 2011 10:47 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ITSM 7.6.4
>
> Yes there is still a classic view.  By default, the best practice view is
> shown.  But I have heard rumors, that BMC will stop the classic view
> altogether.
>
>
> Saji
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
> Sent: Tuesday, March 08, 2011 12:45 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ITSM 7.6.4
>
> Yes
>
> There is a separate form for Help Desk (do not remember the name) for
> classic view. Also the view (form) shown is configurable from the
> Application Administration Console.
>
>
> Atul
>
>
> -Original Message-
> From: "Frank Caruso" [caruso.fr...@gmail.com]
> Date: 03/08/2011 01:35 PM
> To: arslist@ARSLIST.ORG
> Subject: ITSM 7.6.4
>
> ** Can anyone confirm for me whether there is now only one view of the Help
> Desk form, the Best Practice View?
> Older versions you cold toggle between the BPV and the Classic View.
>
> Thank you
>
> _attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11
> www.wwrug.com ARSList: "Where the Answers Are"
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>

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Re: ITSM 7.6.4

[Joe Martin D'Souza]

Having worked for a little more than a decade with these products, I often 
echo similar sentiments.. It makes some of our experiences less significant 
although not completely obsolete.


Having said that though I sometimes do appreciate some of the changes. The 
one change that I often found myself condemning often was the change with 
the development tool formally known to us as the Admin tool.


I almost resisted that change until I really worked with the new tool. 
Having experienced some of the benefits of the new Dev Studio, I really 
wonder if I would be willing to switch back over to the old one.


I still do not like some of the control taken away from developers, with the 
introduction of numerous plugins, some of which depend on external jar files 
etc. that cannot easily be customized. Well it can but not with a point and 
click like in the past. You cant help but notice though the significant 
change in look and feel of consoles that would just not be possible without 
these changes.. So I guess it has all come at some cost. Its no longer fully 
true that you can customize the applications in under a few weeks like 
Remedy used to claim in the past, which at one point was their biggest 
marketing propaganda. Gives us all a little extra work.. Can you complain.. 
:-)


Joe

-Original Message- 
From: Sanford, Claire
Sent: Tuesday, March 08, 2011 3:13 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4

I don't understand why BMC is making this product so much harder for people 
to upgrade and use.  My whole user base will have to learn a whole new 
product this time around.  The selling point was that they were used to 
Remedy and there wouldn't be so much pain involved.  We have so many people 
that depend on the classic view and the ability to have a "private" tab.


(((Just my opinion)))

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David

Sent: Tuesday, March 08, 2011 12:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4

Not a rumor.  There is a Statement of Direction posted:

24-Sep-2010 Provides end of life information for BMC Remedy ITSM Classic 
views.  http://documents.bmc.com/products/documents/46/22/174622/174622.pdf



-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.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Philip, Saji L

Sent: Tuesday, March 08, 2011 10:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4

Yes there is still a classic view.  By default, the best practice view is 
shown.  But I have heard rumors, that BMC will stop the classic view 
altogether.



Saji

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra

Sent: Tuesday, March 08, 2011 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4

Yes

There is a separate form for Help Desk (do not remember the name) for 
classic view. Also the view (form) shown is configurable from the 
Application Administration Console.



Atul


-Original Message-
From: "Frank Caruso" [caruso.fr...@gmail.com]
Date: 03/08/2011 01:35 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4

** Can anyone confirm for me whether there is now only one view of the Help 
Desk form, the Best Practice View?

Older versions you cold toggle between the BPV and the Classic View.

Thank you

_attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_ 
___
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Session timeout on Midtier

[Oyefeso, Bola]

Does anyone know how to make the session not to timeout for some groups
on Middtier?

 

Bola Oyefeso

 


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Re: Session timeout on Midtier

[Joe Martin D'Souza]

Bola,

Create workflow on forms where it should not timeout, to auto run a dummy 
transaction before the timeout happens.. This would mean a overhead on those 
clients by way of active links running on intervals running a dummy modify or 
create transaction to a dummy form.. Permit this workflow to run only when 
members of the groups that need this are logged in..

That would be the quickest and dirtiest and perhaps the only way of doing it...

Cheers

Joe

From: Oyefeso, Bola 
Sent: Tuesday, March 08, 2011 3:33 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Session timeout on Midtier

** 
Does anyone know how to make the session not to timeout for some groups on 
Middtier?

 

Bola Oyefeso

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Re: Session timeout on Midtier

[Jason Miller]

Another option would be to have another Mid-Tier server with a different
timeout value.  We were planning on doing what Joe suggested for our service
desk but recently have been kicking around the idea of a dedicated MT with a
much longer timeout for them.

Of course they need to know how to get to their own MT vs. what the rest of
the enterprise uses as well as we have not worked out a way to enforce only
the appropriate people are using this MT (wish there was a $MTSERVER$
keyword in AR).  Worst case we can do it at the web server level to filter
traffic.

Jason

Jason

On Tue, Mar 8, 2011 at 12:36 PM, Joe Martin D'Souza wrote:

> **
>
> Bola,
>
> Create workflow on forms where it should not timeout, to auto run a dummy
> transaction before the timeout happens.. This would mean a overhead on those
> clients by way of active links running on intervals running a dummy modify
> or create transaction to a dummy form.. Permit this workflow to run only
> when members of the groups that need this are logged in..
>
> That would be the quickest and dirtiest and perhaps the only way of doing
> it...
>
> Cheers
>
> Joe
>
>  *From:* Oyefeso, Bola 
> *Sent:* Tuesday, March 08, 2011 3:33 PM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Session timeout on Midtier
>
> **
>
> Does anyone know how to make the session not to timeout for some groups on
> Middtier?
>
>
>
> Bola Oyefeso
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: Session timeout on Midtier

[strauss]

This is exactly why I was talking about multiple mid-tiers the other day - one 
with a long timeout for the helpdesk, one with a shorter timeout for everyone 
else, and another with the object list enabled for administrators/kinetic 
developers only.  I don't think we have a choice with 7.6.04 - where the User 
Tool is almost useless.

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 Jason Miller
Sent: Tuesday, March 08, 2011 3:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Session timeout on Midtier

** Another option would be to have another Mid-Tier server with a different 
timeout value.  We were planning on doing what Joe suggested for our service 
desk but recently have been kicking around the idea of a dedicated MT with a 
much longer timeout for them.

Of course they need to know how to get to their own MT vs. what the rest of the 
enterprise uses as well as we have not worked out a way to enforce only the 
appropriate people are using this MT (wish there was a $MTSERVER$ keyword in 
AR).  Worst case we can do it at the web server level to filter traffic.

Jason

Jason
On Tue, Mar 8, 2011 at 12:36 PM, Joe Martin D'Souza 
mailto:jdso...@shyle.net>> wrote:
**

Bola,

Create workflow on forms where it should not timeout, to auto run a dummy 
transaction before the timeout happens.. This would mean a overhead on those 
clients by way of active links running on intervals running a dummy modify or 
create transaction to a dummy form.. Permit this workflow to run only when 
members of the groups that need this are logged in..

That would be the quickest and dirtiest and perhaps the only way of doing it...

Cheers

Joe

From: Oyefeso, Bola
Sent: Tuesday, March 08, 2011 3:33 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Session timeout on Midtier

**
Does anyone know how to make the session not to timeout for some groups on 
Middtier?

Bola Oyefeso
_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: Session timeout on Midtier

[LJ LongWing]

Jason,

I agree whole heartedly..much like I posted a few weeks ago that I was
looking for a way to tell which remedy node I'm on.it would also be nice to
know which mid-tier node I'm coming through J

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, March 08, 2011 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Session timeout on Midtier

 

** Another option would be to have another Mid-Tier server with a different
timeout value.  We were planning on doing what Joe suggested for our service
desk but recently have been kicking around the idea of a dedicated MT with a
much longer timeout for them.

Of course they need to know how to get to their own MT vs. what the rest of
the enterprise uses as well as we have not worked out a way to enforce only
the appropriate people are using this MT (wish there was a $MTSERVER$
keyword in AR).  Worst case we can do it at the web server level to filter
traffic.

Jason

Jason

On Tue, Mar 8, 2011 at 12:36 PM, Joe Martin D'Souza 
wrote:

** 

 

Bola,

 

Create workflow on forms where it should not timeout, to auto run a dummy
transaction before the timeout happens.. This would mean a overhead on those
clients by way of active links running on intervals running a dummy modify
or create transaction to a dummy form.. Permit this workflow to run only
when members of the groups that need this are logged in..

 

That would be the quickest and dirtiest and perhaps the only way of doing
it...

 

Cheers

 

Joe

 

From: Oyefeso, Bola   

Sent: Tuesday, March 08, 2011 3:33 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Session timeout on Midtier

 

** 

Does anyone know how to make the session not to timeout for some groups on
Middtier?

 

Bola Oyefeso

_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: Session timeout on Midtier

[Joe Martin D'Souza]

You can have the object list enabled in 7.6.04 using a def file that you need 
to manually import into the AR Server. And then enable it on the MT server.. If 
you have this MT server accessible to only Administrators and Kinetic 
Developers, you should be good to go..

Joe


From: strauss 
Sent: Tuesday, March 08, 2011 4:13 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Session timeout on Midtier

** 
This is exactly why I was talking about multiple mid-tiers the other day – one 
with a long timeout for the helpdesk, one with a shorter timeout for everyone 
else, and another with the object list enabled for administrators/kinetic 
developers only.  I don’t think we have a choice with 7.6.04 - where the User 
Tool is almost useless.

 

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 Jason Miller
Sent: Tuesday, March 08, 2011 3:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Session timeout on Midtier

 

** Another option would be to have another Mid-Tier server with a different 
timeout value.  We were planning on doing what Joe suggested for our service 
desk but recently have been kicking around the idea of a dedicated MT with a 
much longer timeout for them.

Of course they need to know how to get to their own MT vs. what the rest of the 
enterprise uses as well as we have not worked out a way to enforce only the 
appropriate people are using this MT (wish there was a $MTSERVER$ keyword in 
AR).  Worst case we can do it at the web server level to filter traffic.

Jason

Jason

On Tue, Mar 8, 2011 at 12:36 PM, Joe Martin D'Souza  wrote:

** 

 

Bola,

 

Create workflow on forms where it should not timeout, to auto run a dummy 
transaction before the timeout happens.. This would mean a overhead on those 
clients by way of active links running on intervals running a dummy modify or 
create transaction to a dummy form.. Permit this workflow to run only when 
members of the groups that need this are logged in..

 

That would be the quickest and dirtiest and perhaps the only way of doing it...

 

Cheers

 

Joe

 

From: Oyefeso, Bola 

Sent: Tuesday, March 08, 2011 3:33 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Session timeout on Midtier

 

** 

Does anyone know how to make the session not to timeout for some groups on 
Middtier?

 

Bola Oyefeso

_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: Session timeout on Midtier

[Jason Miller]

I added it to my list of RFEs to submit (I set some time to go through the
list next week and actually do it).  You should submit one too.  I think it
is completely reasonable now that MT will be the only method of UI access
(although it would be great to know for Web Services also).

On Tue, Mar 8, 2011 at 1:13 PM, LJ LongWing  wrote:

> **
>
> Jason,
>
> I agree whole heartedly….much like I posted a few weeks ago that I was
> looking for a way to tell which remedy node I’m on…it would also be nice to
> know which mid-tier node I’m coming through J
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
> *Sent:* Tuesday, March 08, 2011 2:06 PM
> *To:* arslist@ARSLIST.ORG
>
> *Subject:* Re: Session timeout on Midtier
>
>
>
> ** Another option would be to have another Mid-Tier server with a different
> timeout value.  We were planning on doing what Joe suggested for our service
> desk but recently have been kicking around the idea of a dedicated MT with a
> much longer timeout for them.
>
>
> Of course they need to know how to get to their own MT vs. what the rest of
> the enterprise uses as well as we have not worked out a way to enforce only
> the appropriate people are using this MT (wish there was a $MTSERVER$
> keyword in AR).  Worst case we can do it at the web server level to filter
> traffic.
>
> Jason
>
> Jason
>
> On Tue, Mar 8, 2011 at 12:36 PM, Joe Martin D'Souza 
> wrote:
>
> **
>
>
>
> Bola,
>
>
>
> Create workflow on forms where it should not timeout, to auto run a dummy
> transaction before the timeout happens.. This would mean a overhead on those
> clients by way of active links running on intervals running a dummy modify
> or create transaction to a dummy form.. Permit this workflow to run only
> when members of the groups that need this are logged in..
>
>
>
> That would be the quickest and dirtiest and perhaps the only way of doing
> it...
>
>
>
> Cheers
>
>
>
> Joe
>
>
>
> *From:* Oyefeso, Bola 
>
> *Sent:* Tuesday, March 08, 2011 3:33 PM
>
> *Newsgroups:* public.remedy.arsystem.general
>
> *To:* arslist@ARSLIST.ORG
>
> *Subject:* Session timeout on Midtier
>
>
>
> **
>
> Does anyone know how to make the session not to timeout for some groups on
> Middtier?
>
>
>
> Bola Oyefeso
>
> _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: Session timeout on Midtier

[Joe Martin D'Souza]

You should be able to find the hostname from a filter run process to query the 
hostname using command line command as is appropriate depending on your OS 
(windows / UNIX)..

Joe

From: LJ LongWing 
Sent: Tuesday, March 08, 2011 4:13 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Session timeout on Midtier

** 
Jason,

I agree whole heartedly….much like I posted a few weeks ago that I was looking 
for a way to tell which remedy node I’m on…it would also be nice to know which 
mid-tier node I’m coming through J

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, March 08, 2011 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Session timeout on Midtier

 

** Another option would be to have another Mid-Tier server with a different 
timeout value.  We were planning on doing what Joe suggested for our service 
desk but recently have been kicking around the idea of a dedicated MT with a 
much longer timeout for them.

Of course they need to know how to get to their own MT vs. what the rest of the 
enterprise uses as well as we have not worked out a way to enforce only the 
appropriate people are using this MT (wish there was a $MTSERVER$ keyword in 
AR).  Worst case we can do it at the web server level to filter traffic.

Jason

Jason

On Tue, Mar 8, 2011 at 12:36 PM, Joe Martin D'Souza  wrote:

** 

 

Bola,

 

Create workflow on forms where it should not timeout, to auto run a dummy 
transaction before the timeout happens.. This would mean a overhead on those 
clients by way of active links running on intervals running a dummy modify or 
create transaction to a dummy form.. Permit this workflow to run only when 
members of the groups that need this are logged in..

 

That would be the quickest and dirtiest and perhaps the only way of doing it...

 

Cheers

 

Joe

 

From: Oyefeso, Bola 

Sent: Tuesday, March 08, 2011 3:33 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Session timeout on Midtier

 

** 

Does anyone know how to make the session not to timeout for some groups on 
Middtier?

 

Bola Oyefeso

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Re: Upgrade from 7.5 to 7.6.4 Issue

[Rodriguez, Rafael J x23718]

Jiri this is EXTREMELY helpful as I had set the snapshot isolation parameters 
based on BMC's recommendations. I will consult DBAs to turn on tracing as I 
retry upgrade.

Thanks again!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
Sent: Tuesday, March 08, 2011 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade from 7.5 to 7.6.4 Issue

**

++

Please Read The Disclaimer At The Bottom Of This Email

++


Rafael,

This may be totally unrelated, but I thought I might share this information 
with you.
We are experiencing a similar SQL error to yours, i.e. "The COMMIT TRANSACTION 
request has no ... ", but in our case we are running the ITSM 7.6.03 installer. 
The Remedy server is already on 7.6.03 version and the error appears when 
upgrading from ITSM 7.0.3 to 7.6.03.
We have done some investigation with the DBA team here who turned on tracing on 
the database to see what is happening at the database level. Interestingly, the 
issue appears to be caused by deadlock on the GROUP_CACHE table when installer 
attempts to create 3 new groups, which AR Server translates into three 
simultaneous INSERT commands to the GROUP_CACHE table. At that point, only one 
of the inserts succeeds, while the other two fail with deadlock and rollback. 
The server then issues more commands followed by COMMIT and this causes the 
aforementioned error.
I can see in your log that the command was also updating the Group form, so 
maybe the two are related after all.
I would suggest trying to run the upgrade with the DB tracing on and see if you 
or your DBAs can spot the culprit.

In our case, we managed to run through the install, but had to unset the 
snapshot isolation and read committed snapshot DB options.
Hope this is of some help.

Regards
Jiri

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rodriguez, Rafael J x23718
Sent: 08 March 2011 00:58
To: arslist@ARSLIST.ORG
Subject: Upgrade from 7.5 to 7.6.4 Issue

**
Hello list,

I have recently began trying to upgrade from ARS 7.5 fully custom (No ITSM) to 
7.6.4 and the installer gives an error stating that it failed although I'm able 
to start the ARS service and it shows that its on 7.6.4 version. The indtall 
log show the following to Sever errors:


Issue Details:

Server: WIN2008 64bit

SQL 2008 64bit

ARS: 7.6.4



  LOG EVENT {Description=[[resultType=COMPLETED,exitCode=2]],Detail=[RIK 
command ("C:\Users\hwrarod.JSQ\AppData\Local\Temp\Utilities\rik\rik.exe" 
loadapp -x EDIDVWREMA01.bsg.ad.adp.com -t 0 -u "Action Request Installer 
Account" -p  -l "D:\Program Files (x86)\Remedy" -n 
ARServer-RIK_PostUpgrade -f "D:\Program Files 
(x86)\Remedy\ARServer\installforms\en\adf_ServerApps1_en.xml" -m nosamp -k 0 -L 
-c) returned an exit code of 2, which was interpreted as a failure]}



  THROWABLE EVENT {Description=[Failed to execute Rule 
Engine],Detail=[[ERROR][Fri Mar 04 12:47:04.162] ImportFileNode- ARImport() for 
"Group.def" returned non-zero return code 2 [ERROR][Fri Mar 04 12:47:04.162] 
ImportFileNode- 552 The SQL database operation failed. The COMMIT TRANSACTION 
request has no corresponding BEGIN TRANSACTION. (SQL Server 3902) [ERROR][Fri 
Mar 04 12:47:04.162] LoadComponent- Definition Import failed for D:\Program 
Files (x86)\Remedy\ARServer\installforms\en\Group.def (return code 2) 
[ERROR][Fri Mar 04 12:47:12.591] ImportFileNode- ARImport() for 
"UserPasswordChange.def" returned non-zero return code 2 [ERROR][Fri Mar 04 
12:47:12.591] ImportFileNode- 552 The SQL database operation failed. The COMMIT 
TRANSACTION request has no corresponding BEGIN TRANSACTION. (SQL Server 3902) 
[ERROR][Fri Mar 04 12:47:12.591] LoadComponent- Definition Import failed for 
D:\Program Files (x86)\Remedy\ARServer\installforms\en\UserPasswordChange.def 
(return code 2) [ERROR][Fri Mar 04 12:47:12.591] LoadComponent- At least one 
file in definitions list returned an error [ERROR][Fri Mar 04 12:47:19.650] 
LoadComponent- Errors processing component GroupUser, worst overall return code 
= 2 [ERROR][Fri Mar 04 12:47:22.129] ImportFileNode- ARImport() for 
"AlertList.def" returned non-zero return code 2 [ERROR][Fri Mar 04 
12:47:22.129] ImportFileNode- 552 The SQL database operation failed. The COMMIT 
TRANSACTION request has no corresponding BEGIN TRANSACTION. (SQL Server 3902) 
[ERROR][Fri Mar 04 12:47:22.129] LoadComponent- Definition Import failed for 
D:\Program Files (x86)\Remedy\ARServer\installforms\en\AlertList.def (return 
code 2) ...]}





Also, I tried importing the failed forms using dev studio and get the following 
message:

The SQL database operation failed. The COMMIT TRANSACTION request has no 
corresponding BEGIN TRANSACTION. (SQL Server 3902)



I get the following errors when trying to perform search on the following forms:

User 

Mid-Tier error on login

[Brittain, Mark]

Hi All,

I have hit on a strange one. When I attempt to log onto Remedy at the mid-tier 
(https://myserver.com/arsys/shared/login.jsp) I get the log on page, type in my 
username and password and press the login button.  The result is ARERR [-1] 
Message not found.  The mid-tier is up because I can pass XML requests through 
the mid-tier to the server.

Can't find this in the Error Message Guide and I tried to find it on the BMC KB 
but no luck. Any ideas?

ARS 6.3 patch 20
Oracle 9.2
SunOS 5.9.

Thanks
Mark



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




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

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Re: Session timeout on Midtier

[Grooms, Frederick W]

You can use an Active Link to get the Mid-Tier Server name

Run process Action Command Line   
   javascript:window.F(536870923).DoSet(location.hostname);

Where 536870923 is the field ID of the field you want to hold the info.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, March 08, 2011 3:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Session timeout on Midtier

** Another option would be to have another Mid-Tier server with a different 
timeout value.  We were planning on doing what Joe suggested for our service 
desk but recently have been kicking around the idea of a dedicated MT with a 
much longer timeout for them.

Of course they need to know how to get to their own MT vs. what the rest of the 
enterprise uses as well as we have not worked out a way to enforce only the 
appropriate people are using this MT (wish there was a $MTSERVER$ keyword in 
AR).  Worst case we can do it at the web server level to filter traffic.

Jason

Jason

-Original Message-
On Tue, Mar 8, 2011 at 12:36 PM, Joe Martin D'Souza  wrote:
** 
 
Bola,
 
Create workflow on forms where it should not timeout, to auto run a dummy 
transaction before the timeout happens.. This would mean a overhead on those 
clients by way of active links running on intervals running a dummy modify or 
create transaction to a dummy form.. Permit this workflow to run only when 
members of the groups that need this are logged in..
 
That would be the quickest and dirtiest and perhaps the only way of doing it...
 
Cheers
 
Joe

-Original Message- 
From: Oyefeso, Bola 
Sent: Tuesday, March 08, 2011 3:33 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Session timeout on Midtier
 
** 
Does anyone know how to make the session not to timeout for some groups on 
Middtier?
 
Bola Oyefeso

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Re: Session timeout on Midtier

[LJ LongWing]

Ended up pulling it out of the ar.cfg file actually….but can’t do that for the 
mid-tier server J

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Tuesday, March 08, 2011 2:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Session timeout on Midtier

 

** 

 

You should be able to find the hostname from a filter run process to query the 
hostname using command line command as is appropriate depending on your OS 
(windows / UNIX)..

 

Joe

 

From: LJ LongWing   

Sent: Tuesday, March 08, 2011 4:13 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Re: Session timeout on Midtier

 

** 

Jason,

I agree whole heartedly….much like I posted a few weeks ago that I was looking 
for a way to tell which remedy node I’m on…it would also be nice to know which 
mid-tier node I’m coming through J

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, March 08, 2011 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Session timeout on Midtier

 

** Another option would be to have another Mid-Tier server with a different 
timeout value.  We were planning on doing what Joe suggested for our service 
desk but recently have been kicking around the idea of a dedicated MT with a 
much longer timeout for them.

Of course they need to know how to get to their own MT vs. what the rest of the 
enterprise uses as well as we have not worked out a way to enforce only the 
appropriate people are using this MT (wish there was a $MTSERVER$ keyword in 
AR).  Worst case we can do it at the web server level to filter traffic.

Jason

Jason

On Tue, Mar 8, 2011 at 12:36 PM, Joe Martin D'Souza  wrote:

** 

 

Bola,

 

Create workflow on forms where it should not timeout, to auto run a dummy 
transaction before the timeout happens.. This would mean a overhead on those 
clients by way of active links running on intervals running a dummy modify or 
create transaction to a dummy form.. Permit this workflow to run only when 
members of the groups that need this are logged in..

 

That would be the quickest and dirtiest and perhaps the only way of doing it...

 

Cheers

 

Joe

 

From: Oyefeso, Bola   

Sent: Tuesday, March 08, 2011 3:33 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Session timeout on Midtier

 

** 

Does anyone know how to make the session not to timeout for some groups on 
Middtier?

 

Bola Oyefeso

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


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Re: Mid-Tier error on login

[Grooms, Frederick W]

What form are you trying to open?   With Mid-Tier you specify a form to open 
and if you are not already logged the web server brings up the login page.  
Accessing the login page by itself does not help as the server does not know 
what to do after that.

If you have the Home form defined in the Server Information you can go to it 
by:  http://myserver.com/arsys/home

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Tuesday, March 08, 2011 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier error on login

** 
Hi All,
 
I have hit on a strange one. When I attempt to log onto Remedy at the mid-tier 
(https://myserver.com/arsys/shared/login.jsp) I get the log on page, type in my 
username and password and press the login button.  The result is ARERR [-1] 
Message not found. The mid-tier is up because I can pass XML requests through 
the mid-tier to the server.
 
Can't find this in the Error Message Guide and I tried to find it on the BMC KB 
but no luck. Any ideas?
 
ARS 6.3 patch 20
Oracle 9.2
SunOS 5.9.
 
Thanks
Mark

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Re: Session timeout on Midtier

[Jason Miller]

Thanks!  That will be helpful for what we need.  Now if they would just make
the init form work in Mid-Tier to guarantee your AL would run on each login
without having to tie the AL to every form that might be opened directly.
(Just remembered I never put in an RFE for init form functionality in MT,
add to list to submit next week)

This wouldn't help if you are load balancing or Web Services like an AR
keyword would.

On Tue, Mar 8, 2011 at 1:43 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> You can use an Active Link to get the Mid-Tier Server name
>
> Run process Action Command Line
>   javascript:window.F(536870923).DoSet(location.hostname);
>
> Where 536870923 is the field ID of the field you want to hold the info.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Jason Miller
> Sent: Tuesday, March 08, 2011 3:06 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Session timeout on Midtier
>
> ** Another option would be to have another Mid-Tier server with a different
> timeout value.  We were planning on doing what Joe suggested for our service
> desk but recently have been kicking around the idea of a dedicated MT with a
> much longer timeout for them.
>
> Of course they need to know how to get to their own MT vs. what the rest of
> the enterprise uses as well as we have not worked out a way to enforce only
> the appropriate people are using this MT (wish there was a $MTSERVER$
> keyword in AR).  Worst case we can do it at the web server level to filter
> traffic.
>
> Jason
>
> Jason
>
> -Original Message-
> On Tue, Mar 8, 2011 at 12:36 PM, Joe Martin D'Souza 
> wrote:
> **
>
> Bola,
>
> Create workflow on forms where it should not timeout, to auto run a dummy
> transaction before the timeout happens.. This would mean a overhead on those
> clients by way of active links running on intervals running a dummy modify
> or create transaction to a dummy form.. Permit this workflow to run only
> when members of the groups that need this are logged in..
>
> That would be the quickest and dirtiest and perhaps the only way of doing
> it...
>
> Cheers
>
> Joe
>
> -Original Message-
> From: Oyefeso, Bola
> Sent: Tuesday, March 08, 2011 3:33 PM
> Newsgroups: public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG
> Subject: Session timeout on Midtier
>
> **
> Does anyone know how to make the session not to timeout for some groups on
> Middtier?
>
> Bola Oyefeso
>
>
> ___
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> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>

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Re: Session timeout on Midtier

[LJ LongWing]

Fred,
I just gave that a try, but it only gives me the hostname in the URL, not
the actual host

http://server/arsys/home

That gives me 'server'.  In this case I have 4 web servers behind a load
balancer...I want to know which of the 4 nodes the load balancer came
through

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, March 08, 2011 2:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Session timeout on Midtier

You can use an Active Link to get the Mid-Tier Server name

Run process Action Command Line   
   javascript:window.F(536870923).DoSet(location.hostname);

Where 536870923 is the field ID of the field you want to hold the info.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, March 08, 2011 3:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Session timeout on Midtier

** Another option would be to have another Mid-Tier server with a different
timeout value.  We were planning on doing what Joe suggested for our service
desk but recently have been kicking around the idea of a dedicated MT with a
much longer timeout for them.

Of course they need to know how to get to their own MT vs. what the rest of
the enterprise uses as well as we have not worked out a way to enforce only
the appropriate people are using this MT (wish there was a $MTSERVER$
keyword in AR).  Worst case we can do it at the web server level to filter
traffic.

Jason

Jason

-Original Message-
On Tue, Mar 8, 2011 at 12:36 PM, Joe Martin D'Souza 
wrote:
** 
 
Bola,
 
Create workflow on forms where it should not timeout, to auto run a dummy
transaction before the timeout happens.. This would mean a overhead on those
clients by way of active links running on intervals running a dummy modify
or create transaction to a dummy form.. Permit this workflow to run only
when members of the groups that need this are logged in..
 
That would be the quickest and dirtiest and perhaps the only way of doing
it...
 
Cheers
 
Joe

-Original Message- 
From: Oyefeso, Bola 
Sent: Tuesday, March 08, 2011 3:33 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Session timeout on Midtier
 
** 
Does anyone know how to make the session not to timeout for some groups on
Middtier?
 
Bola Oyefeso


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Re: Mid-Tier error on login

[Brittain, Mark]

HI Fred,

No, that did not work. Turned on mid-tier logging and got a bunch of stuff. 
This stands out as the last entry

WARNING: Caught GoatException
ARERR [9215] Internal error.

Thanks
Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, March 08, 2011 4:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier error on login

What form are you trying to open?   With Mid-Tier you specify a form to open 
and if you are not already logged the web server brings up the login page.  
Accessing the login page by itself does not help as the server does not know 
what to do after that.

If you have the Home form defined in the Server Information you can go to it 
by:  http://myserver.com/arsys/home

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Tuesday, March 08, 2011 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier error on login

**
Hi All,

I have hit on a strange one. When I attempt to log onto Remedy at the mid-tier 
(https://myserver.com/arsys/shared/login.jsp) I get the log on page, type in my 
username and password and press the login button.  The result is ARERR [-1] 
Message not found. The mid-tier is up because I can pass XML requests through 
the mid-tier to the server.

Can't find this in the Error Message Guide and I tried to find it on the BMC KB 
but no luck. Any ideas?

ARS 6.3 patch 20
Oracle 9.2
SunOS 5.9.

Thanks
Mark

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AUTO: Gurudev Ankam is out of the office. (returning 03/10/2011)

[Gurudev Ankam]

I am out of the office until 03/10/2011.

Hi,

I'm going on leave on 9th Mar' 2011.  And I will be back to work on 10th
Mar'2011.
I have very limited access to my emails. Hence my reply would be delayed or
I will reply when I'm back.

During my absence please contact the following team members for any issues.


Carphone Warehouse(Remedy) - Suneel Pallamreddy
Hartford (Remedy) - Subbarao Kare
LobLaw, BP, SVM(Remedy) - Rajini K Sanapala/Praveen K Dwivedi
IMPACT  - Asvini Kanakadandila
Tech Writers Team - Harihara K Ananthanarayan/Shaun S Struggles

All escalations should go to my manager  Sunita Radhakrishnan @
'sunra...@in.ibm.com'.

I'm also available on my mobile @ +91-897 898 9843, for urgent issues.

Thank you.

Regards,
Gurudev Ankam


Note: This is an automated response to your message  "ITSM 7.6.4" sent on
9/3/11 0:05:32.

This is the only notification you will receive while this person is away.

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Re: Mid-Tier error on login

[Jason Miller]

Kind of out there question but is the AR server up?

Jason

On Tue, Mar 8, 2011 at 2:28 PM, Brittain, Mark wrote:

> HI Fred,
>
> No, that did not work. Turned on mid-tier logging and got a bunch of stuff.
> This stands out as the last entry
>
> WARNING: Caught GoatException
> ARERR [9215] Internal error.
>
> Thanks
> Mark
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
> Sent: Tuesday, March 08, 2011 4:51 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Mid-Tier error on login
>
> What form are you trying to open?   With Mid-Tier you specify a form to
> open and if you are not already logged the web server brings up the login
> page.  Accessing the login page by itself does not help as the server does
> not know what to do after that.
>
> If you have the Home form defined in the Server Information you can go to
> it by:  http://myserver.com/arsys/home
>
> Fred
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
> Sent: Tuesday, March 08, 2011 3:43 PM
> To: arslist@ARSLIST.ORG
> Subject: Mid-Tier error on login
>
> **
> Hi All,
>
> I have hit on a strange one. When I attempt to log onto Remedy at the
> mid-tier (https://myserver.com/arsys/shared/login.jsp) I get the log on
> page, type in my username and password and press the login button.  The
> result is ARERR [-1] Message not found. The mid-tier is up because I can
> pass XML requests through the mid-tier to the server.
>
> Can't find this in the Error Message Guide and I tried to find it on the
> BMC KB but no luck. Any ideas?
>
> ARS 6.3 patch 20
> Oracle 9.2
> SunOS 5.9.
>
> Thanks
> Mark
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>
> This e-mail is the property of NaviSite, Inc. It is intended only for the
> person or entity to which it is addressed and may contain information that
> is privileged, confidential, or otherwise protected from disclosure.
> Distribution or copying of this e-mail, or the information contained herein,
> to anyone other than the intended recipient is prohibited.
>
>
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Re: Mid-Tier error on login

[Brittain, Mark]

Good question. Yes, the AR Server is up. If it were not I wouldn't be worrying 
about the mid-tier :)

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, March 08, 2011 5:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier error on login

** Kind of out there question but is the AR server up?

Jason
On Tue, Mar 8, 2011 at 2:28 PM, Brittain, Mark 
mailto:mbritt...@navisite.com>> wrote:
HI Fred,

No, that did not work. Turned on mid-tier logging and got a bunch of stuff. 
This stands out as the last entry

WARNING: Caught GoatException
ARERR [9215] Internal error.

Thanks
Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, 
Frederick W
Sent: Tuesday, March 08, 2011 4:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier error on login

What form are you trying to open?   With Mid-Tier you specify a form to open 
and if you are not already logged the web server brings up the login page.  
Accessing the login page by itself does not help as the server does not know 
what to do after that.

If you have the Home form defined in the Server Information you can go to it 
by:  http://myserver.com/arsys/home

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, 
Mark
Sent: Tuesday, March 08, 2011 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier error on login

**
Hi All,

I have hit on a strange one. When I attempt to log onto Remedy at the mid-tier 
(https://myserver.com/arsys/shared/login.jsp) I get the log on page, type in my 
username and password and press the login button.  The result is ARERR [-1] 
Message not found. The mid-tier is up because I can pass XML requests through 
the mid-tier to the server.

Can't find this in the Error Message Guide and I tried to find it on the BMC KB 
but no luck. Any ideas?

ARS 6.3 patch 20
Oracle 9.2
SunOS 5.9.

Thanks
Mark

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Remedy Developer needed for 12 month contract in IL (Northern Suburbs)

[Frankfater, David]

We are  looking for a Full Time resource that can help "fill in the 
edges/cracks for projects" 
The resource would do some Project Management work, some Analyst work, some 
potential development, etc.  
Candidate would need to know Remedy ITSM (version 7.5 and up), have Project 
Management abilities, business analyst abilities.

Please let me know if you're interested.

Kind regards,

David

David Frankfater
Column Technical Services
Toll Free 1-866-265-8665 Ext. 332
Cell 630-664-5800
Fax 630-271-1508
dfrankfa...@columnit.com
www.columntech.com
www.columnit.com

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Re: Mid-Tier error on login

[Joe Martin D'Souza]

Restart the Mid-Tier server for a good measure.. According to the error message 
guide, 9215 is a general all-purpose error. Happens under multiple 
circumstances some of which include internal cache error, or web tier 
exception, or a system object or field being set to null.. Also make sure that 
you are using the right URL as earlier pointed out by Fredtick.. If you have 
saved the login page as favorites, make sure you have not saved the redirected 
page. In version 6.3 that could lead to an error (I do not recall the error 
number).

Joe


From: Brittain, Mark 
Sent: Tuesday, March 08, 2011 5:38 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Mid-Tier error on login

** 
Good question. Yes, the AR Server is up. If it were not I wouldn’t be worrying 
about the mid-tier J

 

Mark

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, March 08, 2011 5:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier error on login

 

** Kind of out there question but is the AR server up?

Jason

On Tue, Mar 8, 2011 at 2:28 PM, Brittain, Mark  wrote:

HI Fred,

No, that did not work. Turned on mid-tier logging and got a bunch of stuff. 
This stands out as the last entry

WARNING: Caught GoatException
ARERR [9215] Internal error.

Thanks
Mark


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, March 08, 2011 4:51 PM
To: arslist@ARSLIST.ORG

Subject: Re: Mid-Tier error on login

What form are you trying to open?   With Mid-Tier you specify a form to open 
and if you are not already logged the web server brings up the login page.  
Accessing the login page by itself does not help as the server does not know 
what to do after that.

If you have the Home form defined in the Server Information you can go to it 
by:  http://myserver.com/arsys/home

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Tuesday, March 08, 2011 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier error on login

**
Hi All,

I have hit on a strange one. When I attempt to log onto Remedy at the mid-tier 
(https://myserver.com/arsys/shared/login.jsp) I get the log on page, type in my 
username and password and press the login button.  The result is ARERR [-1] 
Message not found. The mid-tier is up because I can pass XML requests through 
the mid-tier to the server.

Can't find this in the Error Message Guide and I tried to find it on the BMC KB 
but no luck. Any ideas?

ARS 6.3 patch 20
Oracle 9.2
SunOS 5.9.

Thanks
Mark

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Re: Mid-Tier error on login

[Jason Miller]

:)  I wasn't sure if it was production or not.  I have had something similar
happen and the AR server was down but it was a test system so nobody noticed
right off.

On Tue, Mar 8, 2011 at 2:38 PM, Brittain, Mark wrote:

> **
>
> Good question. Yes, the AR Server is up. If it were not I wouldn’t be
> worrying about the mid-tier J
>
>
>
> Mark
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
> *Sent:* Tuesday, March 08, 2011 5:36 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Mid-Tier error on login
>
>
>
> ** Kind of out there question but is the AR server up?
>
> Jason
>
> On Tue, Mar 8, 2011 at 2:28 PM, Brittain, Mark 
> wrote:
>
> HI Fred,
>
> No, that did not work. Turned on mid-tier logging and got a bunch of stuff.
> This stands out as the last entry
>
> WARNING: Caught GoatException
> ARERR [9215] Internal error.
>
> Thanks
> Mark
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
> Sent: Tuesday, March 08, 2011 4:51 PM
> To: arslist@ARSLIST.ORG
>
> Subject: Re: Mid-Tier error on login
>
> What form are you trying to open?   With Mid-Tier you specify a form to
> open and if you are not already logged the web server brings up the login
> page.  Accessing the login page by itself does not help as the server does
> not know what to do after that.
>
> If you have the Home form defined in the Server Information you can go to
> it by:  http://myserver.com/arsys/home
>
> Fred
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
> Sent: Tuesday, March 08, 2011 3:43 PM
> To: arslist@ARSLIST.ORG
> Subject: Mid-Tier error on login
>
> **
> Hi All,
>
> I have hit on a strange one. When I attempt to log onto Remedy at the
> mid-tier (https://myserver.com/arsys/shared/login.jsp) I get the log on
> page, type in my username and password and press the login button.  The
> result is ARERR [-1] Message not found. The mid-tier is up because I can
> pass XML requests through the mid-tier to the server.
>
> Can't find this in the Error Message Guide and I tried to find it on the
> BMC KB but no luck. Any ideas?
>
> ARS 6.3 patch 20
> Oracle 9.2
> SunOS 5.9.
>
> Thanks
> Mark
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>
> This e-mail is the property of NaviSite, Inc. It is intended only for the
> person or entity to which it is addressed and may contain information that
> is privileged, confidential, or otherwise protected from disclosure.
> Distribution or copying of this e-mail, or the information contained herein,
> to anyone other than the intended recipient is prohibited.
>
>
> ___
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> 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: Mid-Tier error on login

[Nair, Rajesh SISPL]

Check the Java Heap Size.

Rajesh

From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of Jason Miller
Sent: Wednesday, March 09, 2011 5:31 AM
To: arslist@arslist.org
Subject: Re: Mid-Tier error on login

** :)  I wasn't sure if it was production or not.  I have had something similar 
happen and the AR server was down but it was a test system so nobody noticed 
right off.
On Tue, Mar 8, 2011 at 2:38 PM, Brittain, Mark 
mailto:mbritt...@navisite.com>> wrote:
**
Good question. Yes, the AR Server is up. If it were not I wouldn't be worrying 
about the mid-tier :)

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Tuesday, March 08, 2011 5:36 PM

To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier error on login

** Kind of out there question but is the AR server up?

Jason
On Tue, Mar 8, 2011 at 2:28 PM, Brittain, Mark 
mailto:mbritt...@navisite.com>> wrote:
HI Fred,

No, that did not work. Turned on mid-tier logging and got a bunch of stuff. 
This stands out as the last entry

WARNING: Caught GoatException
ARERR [9215] Internal error.

Thanks
Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, 
Frederick W
Sent: Tuesday, March 08, 2011 4:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier error on login

What form are you trying to open?   With Mid-Tier you specify a form to open 
and if you are not already logged the web server brings up the login page.  
Accessing the login page by itself does not help as the server does not know 
what to do after that.

If you have the Home form defined in the Server Information you can go to it 
by:  http://myserver.com/arsys/home

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, 
Mark
Sent: Tuesday, March 08, 2011 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier error on login

**
Hi All,

I have hit on a strange one. When I attempt to log onto Remedy at the mid-tier 
(https://myserver.com/arsys/shared/login.jsp) I get the log on page, type in my 
username and password and press the login button.  The result is ARERR [-1] 
Message not found. The mid-tier is up because I can pass XML requests through 
the mid-tier to the server.

Can't find this in the Error Message Guide and I tried to find it on the BMC KB 
but no luck. Any ideas?

ARS 6.3 patch 20
Oracle 9.2
SunOS 5.9.

Thanks
Mark

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Re: Mid-Tier error on login

[Joe Martin D'Souza]

Insufficient Java Heap will typically cause out of memory errors. This is not 
an out of memory error.

Joe

From: Nair, Rajesh SISPL 
Sent: Wednesday, March 09, 2011 12:41 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Mid-Tier error on login

** 
Check the Java Heap Size.

 

Rajesh




From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of Jason Miller
Sent: Wednesday, March 09, 2011 5:31 AM
To: arslist@arslist.org
Subject: Re: Mid-Tier error on login

 

** :)  I wasn't sure if it was production or not.  I have had something similar 
happen and the AR server was down but it was a test system so nobody noticed 
right off.

On Tue, Mar 8, 2011 at 2:38 PM, Brittain, Mark  wrote:

** 

Good question. Yes, the AR Server is up. If it were not I wouldn’t be worrying 
about the mid-tier J

 

Mark

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, March 08, 2011 5:36 PM


To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier error on login

 

** Kind of out there question but is the AR server up?

Jason

On Tue, Mar 8, 2011 at 2:28 PM, Brittain, Mark  wrote:

HI Fred,

No, that did not work. Turned on mid-tier logging and got a bunch of stuff. 
This stands out as the last entry

WARNING: Caught GoatException
ARERR [9215] Internal error.

Thanks
Mark


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, March 08, 2011 4:51 PM
To: arslist@ARSLIST.ORG

Subject: Re: Mid-Tier error on login

What form are you trying to open?   With Mid-Tier you specify a form to open 
and if you are not already logged the web server brings up the login page.  
Accessing the login page by itself does not help as the server does not know 
what to do after that.

If you have the Home form defined in the Server Information you can go to it 
by:  http://myserver.com/arsys/home

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Tuesday, March 08, 2011 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier error on login

**
Hi All,

I have hit on a strange one. When I attempt to log onto Remedy at the mid-tier 
(https://myserver.com/arsys/shared/login.jsp) I get the log on page, type in my 
username and password and press the login button.  The result is ARERR [-1] 
Message not found. The mid-tier is up because I can pass XML requests through 
the mid-tier to the server.

Can't find this in the Error Message Guide and I tried to find it on the BMC KB 
but no luck. Any ideas?

ARS 6.3 patch 20
Oracle 9.2
SunOS 5.9.

Thanks
Mark

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Re: Remedy Developers Studio - Error

[vikram_k]

hi,

Yes sure you do.. Also it will be nice to check whats changed in the GLSQL
call from previous version to this version to understand better :)

Thanks,
Vikram

Pruitt, Christopher (Bank of America Account) wrote:
> 
> Interesting. I ran the SQL and API logs and this is what is showed. Looks
> like I need to open an issue with BMC.
> 
>
>   > /* Tue Mar 08 2011 08:04:36.9353 */+GSQL   ARGetListSQL -- select
> fil.filterId, fil.name from filter fil where fil.timestamp > 0
> _##EXTRA_WHERE_CLAUSE_## from Client Type 36 (protocol 13) at IP address
> 
>
>   > /* Tue Mar 08 2011 08:04:36.9359 */select fil.filterId, fil.name from
> filter fil where fil.timestamp > 0 _##EXTRA_WHERE_CLAUSE_##
>
>   > /* Tue Mar 08 2011 08:04:36.9382 */*** ERROR ***  ORA-00911: invalid
> character
>
>   > /* Tue Mar 08 2011 08:04:36.9384 */-GSQL FAIL
> 
> 
> 
> Christopher Pruitt
> HP Enterprise Services
> Bank of America Account | CIA - Integrated Applications | IW
> Infrastructure Team
> +1.972.605.7702 office | christopher.pru...@hp.com
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of vikram_k
> Sent: Tuesday, March 08, 2011 1:03 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Developers Studio - Error
> 
> hi,
> 
> Can you extract the corresponding API and SQL logs with  this error
> message
> that can tell a lot of things.
> 
> Thanks,
> Vikram
> 
> Pruitt, Christopher (Bank of America Account) wrote:
>>
>> This is a brand new install I ran this morning.
>>
>> Christopher Pruitt
>> Business Consulting III
>> HP Enterprises Services
>> christopher.pru...@hp.com
>> www.hp.com
>> [cid:image003.png@01CBDCE2.1F899120]
>>
>> Confidentiality Notice: This message and any files transmitted with it
>> are
>> intended for the sole use of the entity or individual to whom it is
>> addressed, and may contain information that is confidential, privileged,
>> and exempt from disclosure under applicable law. If you are not the
>> intended addressee for this e-mail, you are hereby notified that any
>> copying, distribution, or dissemination of this e-mail is strictly
>> prohibited. If you have received this e-mail in error, please immediately
>> destroy, erase, or discard this message. Please notify the sender
>> immediately by return e-mail if you have received this e-mail by mistake.
>>
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
>> Sent: Monday, March 07, 2011 4:09 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Remedy Developers Studio - Error
>>
>> ** Have you tried a new install of RDS?
>>
>> -Original Message-
>> From: Pruitt, Christopher (Bank of America Account) (Bank of America
>> Account) 
>> To: arslist 
>> Sent: Mon, Mar 7, 2011 5:05 pm
>> Subject: Remedy Developers Studio - Error
>>
>> Has anyone ever seen this error with the Remedy Developer Studio 7.6.4
>>
>>
>>
>> I select all Objects, select Forms or Active Links and it will bring back
>> a list
>>
>> of objects, however, when I select Filters it gives me the following
>> error
>>
>>
>>
>> Unable to retrieve Filters lists from .
>> com.bmc.arsys.studio.model.ModelException:
>>
>> ERROR (552): Failure during SQL operation to the database: ORA-00911:
>> invalid
>>
>> character (ARERR 5087).
>>
>>
>>
>> I did not have an issue when using version 7.5 but when I upgraded to
>> 7.6.4 this
>>
>> started to pop up.
>>
>>
>>
>> Environment:
>>
>> Remedy AR Server 7.1 (we are planning an upgrade to 7.6.4 later this
>> year)
>>
>> Oracle 10g
>>
>> SUN OS 5.9
>>
>> Remedy Developer Studio 7.6.4 running on Windows XP SP3.
>>
>>
>>
>>
>>
>> Christopher Pruitt
>>
>> Business Consulting III
>>
>> HP Enterprises Services
>>
>> christopher.pru...@hp.com
>>
>> www.hp.com>
>>
>>
>>
>>
>>
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>>
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>>
>>
>>
>>
>>
>>
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Re: Mid-Tier error on login

[Nair, Rajesh SISPL]

Mark,
Check how many homepages have you created.
Check for Midtier administrator password also.

@ Joe : Thanks for the INFO, I am still in a knowledge gathering phase :)

With Best Regards
Rajesh

From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, March 09, 2011 11:26 AM
To: arslist@arslist.org
Subject: Re: Mid-Tier error on login


Insufficient Java Heap will typically cause out of memory errors. This is not 
an out of memory error.

Joe

From: Nair, Rajesh SISPL
Sent: Wednesday, March 09, 2011 12:41 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier error on login

**
Check the Java Heap Size.

Rajesh

From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of Jason Miller
Sent: Wednesday, March 09, 2011 5:31 AM
To: arslist@arslist.org
Subject: Re: Mid-Tier error on login

** :)  I wasn't sure if it was production or not.  I have had something similar 
happen and the AR server was down but it was a test system so nobody noticed 
right off.
On Tue, Mar 8, 2011 at 2:38 PM, Brittain, Mark 
mailto:mbritt...@navisite.com>> wrote:
**
Good question. Yes, the AR Server is up. If it were not I wouldn't be worrying 
about the mid-tier :)

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Tuesday, March 08, 2011 5:36 PM

To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier error on login

** Kind of out there question but is the AR server up?

Jason
On Tue, Mar 8, 2011 at 2:28 PM, Brittain, Mark 
mailto:mbritt...@navisite.com>> wrote:
HI Fred,

No, that did not work. Turned on mid-tier logging and got a bunch of stuff. 
This stands out as the last entry

WARNING: Caught GoatException
ARERR [9215] Internal error.

Thanks
Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, 
Frederick W
Sent: Tuesday, March 08, 2011 4:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier error on login

What form are you trying to open?   With Mid-Tier you specify a form to open 
and if you are not already logged the web server brings up the login page.  
Accessing the login page by itself does not help as the server does not know 
what to do after that.

If you have the Home form defined in the Server Information you can go to it 
by:  http://myserver.com/arsys/home

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, 
Mark
Sent: Tuesday, March 08, 2011 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier error on login

**
Hi All,

I have hit on a strange one. When I attempt to log onto Remedy at the mid-tier 
(https://myserver.com/arsys/shared/login.jsp) I get the log on page, type in my 
username and password and press the login button.  The result is ARERR [-1] 
Message not found. The mid-tier is up because I can pass XML requests through 
the mid-tier to the server.

Can't find this in the Error Message Guide and I tried to find it on the BMC KB 
but no luck. Any ideas?

ARS 6.3 patch 20
Oracle 9.2
SunOS 5.9.

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

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