Re: ARInside 3.0.2 released

[Axton]

The site is now available.  Sorry for the inconvenience.

Axton

On Wed, Mar 16, 2011 at 10:05 AM, Murnane, Phil wrote:

> **
>
> John, et al:
>
>
>
> It appears that the arinside.org web site is down?  Just trying to
> download the latest version.
>
>
>
> Thanks for all your hard work on our behalf!
>
> --Phil
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Conny Martin
> *Sent:* Friday, March 04, 2011 14:38
> *To:* arslist@ARSLIST.ORG
> *Subject:* AW: ARInside 3.0.2 released
>
>
>
> **
>
> good job!!!
>
>
>
> It has become really fast on documenting large installations.
>
>
>
> Kind Regards Conny
>
>
> --
>
> *Von:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *Im Auftrag von *Luthgers, John
> *Gesendet:* Dienstag, 1. März 2011 12:32
> *An:* arslist@ARSLIST.ORG
> *Betreff:* ARInside 3.0.2 released
>
> **
>
> Hello all,
>
>
>
> Do you know ARInside? I hope so. For those who don’t: ARInside is a free
> open-source utility to create a static html documentation of your AR-Server.
> If you need something to quickly browse through your workflow, ARInside
> might be worth a try.
>
>
>
> Today I'm pleased to announce the release of ARInside 3.0.2. It has some
> new features, lots of bugfixes and other improvements.
>
>
>
> Just to name a few:
>
> - documentation improvements
>
> - 64-bit platform support
>
> - experimental support for Solaris and AIX
>
> - basic ARS 7.6.x support
>
> - huge performance plus on big installations
>
>
>
> Please check the "What’s New" page at
> http://arinside.org/wiki/ARInsideWhatsNew302 to learn more about it.
>
>
>
> I hope the new version is helpful to some of you. The download is available
> at http://arinside.org.
>
>
>
> As always I’m looking for new ideas or suggestions. You can send me a mail,
> use the arinside-misc-list or open a ticket at
> http://arinside.org/newticket. Thank you.
>
>
>
>
>
> John
>
>
>
>
>
> _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: Copy to New Issue

[Kelly Deaver]

**
We actually disabled copy to new and copy all via work flow, replacing with a link on the left navigation panel - Copy to New Incident. This works similar to the "Copy to New Change" link in Change Management. Why did we go to all that trouble? Copy to New and Copy All were both picking up hidden fields that caused weird results. On issue was Reported Date since we use that in our Service Level Targets. Someone would copy an old incident and it would breach the moment it was saved because that field was copied. Trust me, don't use copy to new or copy all with ITSM products. There are too many hidden work flow monitoring fields that will get out of sync when you used a closed ticket to generate a new one using copy to new.

Kelly DeaverL-3 Stratis / FAA Contractor
kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov (Business mail)
 
 

 Original Message Subject: Re: Copy to New IssueFrom: Roger Justice Date: Wed, March 16, 2011 1:46 pmTo: arslist@ARSLIST.ORG** If you are entering a resolution category and the Incident is not resolved this is breaking the process since the support person will not be requested a resolution category.

-Original Message-From: uday kiran ;To: arslist Sent: Wed, Mar 16, 2011 2:43 pmSubject: Re: Copy to New Issue
** Thanks for the reply ,, but it was working fine if we enter those values  

Uday
On Thu, Mar 17, 2011 at 12:10 AM, Roger Justice  wrote:
** This function is not valid when creating a new Incident. There are many fields that are hidden on the original Incident that need to be populated as an Incident is worked. 




-Original Message-From: uday kiran To: arslist Sent: Wed, Mar 16, 2011 1:50 pmSubject: Copy to New Issue



** Hi when we are creating a new Incident using CTRL + T we are getting a msg  to enter the value in Reported Source Field and after entering a value in it when we try to save its asking to enter Resolution Category ,, strange error ,, can any one help me out 

thanks
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Vendor field error while saving

[gok's]

Hi all,

I am currently trying to create a Vendor form after selecting the plugin I
can see my Table from which I can retrieve the columns but here is I am
getting the error if I select a "Character" field after saving the error is
it giving is "Field limit definition is invalid. 129" I have check the Error
message guide 

>For a character field, make sure that the pattern is within the size limit
of the field. Also, verify
that the specified character menu, the menu style setting, and the match
operation setting are
legal.

these are the given can any one guide me how to resolve this error ...even
though I gave the same field length ..is not working...

ENV: AR Server 7.5 patch 004
Data base : SQL 2005 
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Re: Change Approval rights

[Roger Justice]

Is the approval server the same version and patch as ARS?





-Original Message-
From: Larry Barnes 
To: arslist 
Sent: Wed, Mar 16, 2011 6:32 pm
Subject: Re: Change Approval rights


** 
Sorry, I forgot to include basic info:
 
Change Mgmt  7.0.03 patch 009
ARS 7.5.00 patch 007
Atrium CMDB 7.5.00 patch 004
 


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, March 16, 2011 2:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Approval rights



** What version?





-Original Message-
From: Larry Barnes 
To: arslist 
Sent: Wed, Mar 16, 2011 4:50 pm
Subject: Change Approval rights


Hello all,
I'm stumped with an issue I'm having with CRQ approvals.  I'm now seeing
ickets come through with multiple approvers; normally not an issue but
ome of the approver are the person. 
Example; Say I have a manager whose name is Adam Approver and his logon
d is adaapp.  I would see both adaapp and Adam Approver records that
equire Adam's attention.  Adam selects the 'adaapp' entry and approves
nd then selects the "Adam Approver" record and can not approve because
e doesn't have the rights to approve for Adam Approver!
, as an Admin, can select this record and set it to approved.
Questions:
1.  What causes 2 entries to be created?  (adaapp & Adam Approver)
2.  What rights does this user need, short of Administrator to approve
his second record?
Any help would be greatly appreciated.
As always,  Thanks for your time!
Larry B.
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Re: Change Approval rights

[Larry Barnes]

Sorry, I forgot to include basic info:
 
Change Mgmt  7.0.03 patch 009
ARS 7.5.00 patch 007
Atrium CMDB 7.5.00 patch 004
 



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, March 16, 2011 2:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Approval rights


** What version?




-Original Message-
From: Larry Barnes 
To: arslist 
Sent: Wed, Mar 16, 2011 4:50 pm
Subject: Change Approval rights


Hello all,

I'm stumped with an issue I'm having with CRQ approvals.  I'm now seeing
tickets come through with multiple approvers; normally not an issue but
some of the approver are the person. 

Example; Say I have a manager whose name is Adam Approver and his logon
id is adaapp.  I would see both adaapp and Adam Approver records that
require Adam's attention.  Adam selects the 'adaapp' entry and approves
and then selects the "Adam Approver" record and can not approve because
he doesn't have the rights to approve for Adam Approver!
I, as an Admin, can select this record and set it to approved.

Questions:

1.  What causes 2 entries to be created?  (adaapp & Adam Approver)

2.  What rights does this user need, short of Administrator to approve
this second record?

Any help would be greatly appreciated.

As always,  Thanks for your time!

Larry B.


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Midtier Problem

[John Baker]

I'm wondering if the problem isn't that Websphere won't restart, but the
Midtier web application won't restart. The former should involve
restarting the JVM, which I suspect works, and the latter means
restarting the Midtier web application, which probably doesn't work due
to the use of native libraries.

I don't understand why BMC still use the Midtier libraries for the AR
API. I looked into the requirement for them to be present and, the last
time I checked, it boiled down to the code that checks the Midtier
configuration password. It's such a shame given the great work put into
getting rid of the native libraries through building a pure Java API (in
version 7.5).


John Baker

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Re: Change Approval rights

[Roger Justice]

What version?





-Original Message-
From: Larry Barnes 
To: arslist 
Sent: Wed, Mar 16, 2011 4:50 pm
Subject: Change Approval rights


Hello all,
I'm stumped with an issue I'm having with CRQ approvals.  I'm now seeing
ickets come through with multiple approvers; normally not an issue but
ome of the approver are the person. 
Example; Say I have a manager whose name is Adam Approver and his logon
d is adaapp.  I would see both adaapp and Adam Approver records that
equire Adam's attention.  Adam selects the 'adaapp' entry and approves
nd then selects the "Adam Approver" record and can not approve because
e doesn't have the rights to approve for Adam Approver!
, as an Admin, can select this record and set it to approved.
Questions:
1.  What causes 2 entries to be created?  (adaapp & Adam Approver)
2.  What rights does this user need, short of Administrator to approve
his second record?
Any help would be greatly appreciated.
As always,  Thanks for your time!
Larry B.
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Re: Midtier Problem

[Ddussie]

What version  are midtier, server os, java, websphere & java 64 or 32?

We are running
Midtier 7.5p7 
32 java 1.6
Aix 6.1
32 bit websphere 6.1

We had issues when we deployed on 64 bit configure websphere & 64 java - which 
was shared. 

Created partition and implemented above.

Sincerely,
D.Dussie


On Mar 16, 2011, at 4:34 PM, "Oyefeso, Bola"  wrote:

> Unfortunately, I am not the server person.  Is their a specific process
> to follow to bring MidTier up when WebSphere goes down?
> 
> Bola Oyefeso
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker
> Sent: Wednesday, March 16, 2011 4:29 PM
> To: arslist@ARSLIST.ORG
> Subject: Midtier Problem
> 
> I don't understand the problem. If Websphere is restarted properly, ie
> killed and brought back up, why doesn't Midtier start like it normally
> does? When does Midtier start? Are you saying that you need to start
> Websphere and then follow some process to start Midtier?
> 
> 
> -- 
> Single Sign On for AR System
> http://www.javasystemsolutions.com/jss/ssoplugin
> 
> 
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Change Approval rights

[Larry Barnes]

Hello all,

I'm stumped with an issue I'm having with CRQ approvals.  I'm now seeing
tickets come through with multiple approvers; normally not an issue but
some of the approver are the person. 

Example; Say I have a manager whose name is Adam Approver and his logon
id is adaapp.  I would see both adaapp and Adam Approver records that
require Adam's attention.  Adam selects the 'adaapp' entry and approves
and then selects the "Adam Approver" record and can not approve because
he doesn't have the rights to approve for Adam Approver!
I, as an Admin, can select this record and set it to approved.

Questions:

1.  What causes 2 entries to be created?  (adaapp & Adam Approver)

2.  What rights does this user need, short of Administrator to approve
this second record?

Any help would be greatly appreciated.

As always,  Thanks for your time!

Larry B.

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SSI 7.6.04 64 bit vs 32 bit questions

[John Baker]

Reference: 64bit JVMs.

Usually the WRONG option, unless you want your Midtier to run more slowly than 
otherwise necessary.

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Re: Midtier Problem

[Oyefeso, Bola]

Unfortunately, I am not the server person.  Is their a specific process
to follow to bring MidTier up when WebSphere goes down?

Bola Oyefeso

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker
Sent: Wednesday, March 16, 2011 4:29 PM
To: arslist@ARSLIST.ORG
Subject: Midtier Problem

I don't understand the problem. If Websphere is restarted properly, ie
killed and brought back up, why doesn't Midtier start like it normally
does? When does Midtier start? Are you saying that you need to start
Websphere and then follow some process to start Midtier?


-- 
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http://www.javasystemsolutions.com/jss/ssoplugin


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Midtier Problem

[John Baker]

I don't understand the problem. If Websphere is restarted properly, ie killed 
and brought back up, why doesn't Midtier start like it normally does? When does 
Midtier start? Are you saying that you need to start Websphere and then follow 
some process to start Midtier?


-- 
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http://www.javasystemsolutions.com/jss/ssoplugin

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Re: Midtier Problem

[Oyefeso, Bola]

They contacted BMC who walked them through some steps.  One of the problem last 
time, I believe is that our WebSphere is version 7

Bola Oyefeso

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, March 16, 2011 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier Problem

Can the server team tell you what they have to do to restart Mid-Tier?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Oyefeso, Bola
Sent: Wednesday, March 16, 2011 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Midtier Problem

** 
We are currently experimenting with Midtier and it operates on WebSphere with 
other web applications.  Each time any of the applications goes down, the 
server team will have to restart WebSphere.  The problem we are having is that 
all the applications will come back up except Remedy.  Does anyone have an idea 
how to correct this permanently?  Or, is there a better and stable application 
server that anyone can recommend?
Thank you in advance for your assistance.

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Re: CSV file via workflow

[Grooms, Frederick W]

One other way would be to utilize the notify action (using one of the Other 
codes that creates a file on the server).

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jarl Grøneng
Sent: Wednesday, March 16, 2011 2:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: CSV file via workflow

Agree on that, using this approach on *nix can give you a lot of
troubles...(not sure about windoze)


---
J

2011/3/16 John Sundberg :
> **
> Danger Will Robinson, Danger!!!
>
> In general - I would not put anything onto the commandline -- that you
> didn't purposefully put there.
>
> Obviously you know your situation better than I do -- and it could be OK --
> but -- just in case -- I thought I would at least -- toss you an alert.
> Have fun,
>
>
> -John
> On Mar 15, 2011, at 5:28 PM, Mike Ilmer wrote:
> **
> Thanks to all!
>
> I'm really like the Kimberly's solution.
>
> No Reports, no external applications required.
>
> I've setup the filter guide to do the table walk on the server, setup the
> escalator to run at certain time and it works like a charm!
>
> Thanks to everyone for ideas.
>
> Mike
>
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Rune Sorlid
> Sent: Tuesday, March 15, 2011 3:09 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: CSV file via workflow
>
> **
> Hi
>
> The standard Active Link Open Window action(Report) and use a standard
> remedy report, and specify in a field "where" to send the report( to-file:
> c:\temp\filename.csv)
>
> /Rune Sorlid
>
>
> 2011/3/15 kimberly.sant...@oracle.com santana 
>>
>> I love it. it works awesome.  we even go as far adding that file as an
>> attachment to the ticket.
>>
>> One thing I forgot to warn about is make sure you use >> to append to the
>> existing file. (> will overwrite)
>>
>> cmd /c echo $bl tmp bl file text$>>"c:\Filename.csv"
>>
>>
>> Good Luck
>>
>> Kimberly Santana
>> SR Programmer Analyst
>> Oracle
>>
>>
>>
>> On 3/15/2011 2:40 PM, Mike Ilmer wrote:
>>>
>>> Thank you, Kimberly, it is quite interesting solution.
>>>
>>> Regards,
>>> Mike
>>>
>>> -Original Message-
>>> From: kimberly.sant...@oracle.com santana
>>> [mailto:kimberly.sant...@oracle.com]
>>> Sent: Tuesday, March 15, 2011 2:16 PM
>>> To: arslist@ARSLIST.ORG
>>> Cc: Ilmer, Mike
>>> Subject: Re: CSV file via workflow
>>>
>>> Mike
>>> I create a csv file using Active Link Run Process.  In my example I
>>> create the file then I loop through a table to append values to the
>>> file.
>>>
>>> First step -  set a temp field with values needed for column headings
>>> (row 1 in the csv file)
>>>      example: set 'bl tmp bl file text' = "Sequence,Method,RelPath and
>>> FileName,DB_Prefix"
>>>
>>>
>>> Next - use a run process to create the .csv file (client side)
>>>          example:  cmd /c echo $bl tmp bl file text$>"c:\Filename.csv"
>>> (notice you can pass the above field value to the .csv file)
>>>
>>> Finally
>>> I use an al guide and loop a table
>>>
>>>      1. : set a temp field with values from the table and commas
>>>             example:  set 'bl tmp bl file text' =  $col_bl_segment$
>>> +  ",") + $col_bl_method$) +  ",") + $col_bl_filename$) +  " ,")
>>> +
>>>
>>>    2.  - use a run process to append the existing csv file
>>>
>>>          loop the table till there are no more entries
>>>
>>>
>>> I hope this makes some sense. Feel free to contact me direct if this is
>>> unclear
>>>
>>> Kimberly Santana
>>> SR Programmer Analyst
>>> Oracle
>>>
>>>
>>>
>>>
>>>
>>> On 3/15/2011 1:34 PM, Mike Ilmer wrote:

 Hi List.

 Do you know if it is possible to generate the .CSV file with the data
 from the remedy form using the only remedy workflow (like filters or
 escalator).

 I know that I can do this using C, java, Perl, etc.
 However may be someone has an idea how (automatically) extract data
 and store it in the .csv file without using an external application.

 Regards,
 Mike

> --
> John Sundberg
>
> Kinetic Data, Inc.
> "Building a Better Service Experience"
> Recipient of:
> WWRUG10 Best Customer Service/Support Award
> WWRUG09 Innovator of the Year Award
>
> john.sundb...@kineticdata.com
> 651.556.0930  I  www.kineticdata.com
>

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Re: ITSM 7.6.4 -- Really a note about overlays

[Jarl Grøneng]

Looking forward to the version where we can have several overlays :-)

Then each version og patch is just an overlay from the previous overlay

--
J

2011/3/16 John Sundberg :
> Doug -- thanks,
>
> I have visions of where this feature can go -- and I think it is awesome.
>
> For example -- I possibly could "shard off" my "customizations" and send them 
> to BMC for support.
>
> Also -- I could "shard off my "customizations" -- .zip it -- and share with 
> BMC community. (Stuff like re-opening a closed change (UGG))
>
> The possibilities are great. Actually - opens a "new world" of collaboration 
> within the BMC world.
>
> Stuff like that -- should get a new version number -- and some major drum 
> beating by the marketing group.
> (because -- it is powerful -- it is differentiating -- and it is saving 
> companies time/money/pain)
>
> So -- great work to roll-out the feature.
>
>
> Just was surprising that it gets slipped into the "ether" of 7.6.4 -- as I 
> think it is worthy of standing on the tallest building and yelling "I have 
> overlays" !!!
> (A little fun is always OK)
>
>
>
>
> -John
>
>
> On Mar 16, 2011, at 2:43 PM, Mueller, Doug wrote:
>
> John,
>
> 1) I don't disagree that Overlays is a significant feature.
>
> 2) I don't disagree that the version numbering scheme is not reflecting the
>  significance of the new capability.  It is indeed a major feature and
>  capability.
>
>
> As for not seeing how it works until the next major app release...  not really
> true.  We have customers who are already converting their existing
> customizations into using overlays -- using assistance from tools like BPCU to
> automate most if not all of the work.
>
> So, there are customers getting value today in better understanding their
> environment and the level of change they have made in it.  Who are able to
> clean things and to set up for future change.
>
> Will the big upgrade savings aspect to see that the upgrade process is cleaner
> and that customizations -- especially to things like layouts and such -- are
> handled much better need to wait until the next app release.  Sure.
>
> On the other hand, it is much better that you can get the overlay feature in,
> and get some experience with it and be prepared in advance with some time
> rather than trying to get it in, learn it, trust it, AND upgrade the app all 
> at
> the same time
>
>
> About the version numbering.
>
> I am not in charge of that.  I have no say in that.  There are reasons around
> synchronizing product releases and new conventions for coordination that are
> simply longer than possible to type into a message without blowing out all
> limit restrictions of email that can be posted to ARSlist.
>
> So, we have the number we have.  Still better to move forward with the feature
> at this time than to wait for the next release that has a "better" release
> number.
>
> Doug
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
> Sent: Wednesday, March 16, 2011 11:04 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ITSM 7.6.4 -- Really a note about overlays
>
> Doug,
>
> Overlays seem awesome.
>
> However -- such an improvement seems like it justifies a different version 
> number.
>
> 7.6.4 -- suggests to the vast majority of people "a little change" as in 
> "patch".
>
>
> Overlays is a huge architectural change in ARS - so much so -- that it was 
> "shelved for later" -- as it was too big to not get correct.
> (My opinion -- overlays is one of the biggest changes to the core system - 
> ever, the next biggest thing is "trim fields" -- but that was >10 years ago)
> (BTW - I consider mid-tier a client)
>
> To follow that.
>
> I think it should have been something like 8.0 -- which sort of warns people 
> "to be careful".
>
> The "big thing" with overlays is -- we don't really know it works or not -- 
> until BMC releases the "next version" of their apps. -- And then -- we all 
> find out if the grand plan works or not.
>
> Of course -- maybe there will not be a "next version" since 7.6.4 has "Best 
> practices" -- kinda hard to improve of "Best practices". ;)
> Of course -- you could do what my kids do and create "Bestest practices" -- 
> and then "Bestester" etc...
>
>
> -John
>
>
>
>
> On Mar 10, 2011, at 3:27 PM, Mueller, Doug wrote:
>
> Tauf,
>
> First, I am not sure where the statement "introduces so much new workflow" 
> comes
> from.  There is NO new workflow introduced by this feature at all.
>
> If you do not modify anything, there is nothing at all present in the 
> "overlay".
>
> If you change one definition, there is ONE definition in the overlay (and so 
> on)
>
> No matter how carefully you document changes, no matter how particular you are
> about following best practices, it is difficult to have everything you have
> changed and everything you have added (and know the difference).  It is
> difficult to understand that the or

Re: ITSM 7.6.4 -- Really a note about overlays

[John Sundberg]

Doug -- thanks,

I have visions of where this feature can go -- and I think it is awesome.

For example -- I possibly could "shard off" my "customizations" and send them 
to BMC for support.

Also -- I could "shard off my "customizations" -- .zip it -- and share with BMC 
community. (Stuff like re-opening a closed change (UGG))

The possibilities are great. Actually - opens a "new world" of collaboration 
within the BMC world.

Stuff like that -- should get a new version number -- and some major drum 
beating by the marketing group.
(because -- it is powerful -- it is differentiating -- and it is saving 
companies time/money/pain)

So -- great work to roll-out the feature.


Just was surprising that it gets slipped into the "ether" of 7.6.4 -- as I 
think it is worthy of standing on the tallest building and yelling "I have 
overlays" !!! 
(A little fun is always OK)




-John


On Mar 16, 2011, at 2:43 PM, Mueller, Doug wrote:

John,

1) I don't disagree that Overlays is a significant feature.

2) I don't disagree that the version numbering scheme is not reflecting the
  significance of the new capability.  It is indeed a major feature and
  capability.


As for not seeing how it works until the next major app release...  not really
true.  We have customers who are already converting their existing
customizations into using overlays -- using assistance from tools like BPCU to
automate most if not all of the work.

So, there are customers getting value today in better understanding their
environment and the level of change they have made in it.  Who are able to
clean things and to set up for future change.

Will the big upgrade savings aspect to see that the upgrade process is cleaner
and that customizations -- especially to things like layouts and such -- are
handled much better need to wait until the next app release.  Sure.

On the other hand, it is much better that you can get the overlay feature in,
and get some experience with it and be prepared in advance with some time
rather than trying to get it in, learn it, trust it, AND upgrade the app all at
the same time


About the version numbering.

I am not in charge of that.  I have no say in that.  There are reasons around
synchronizing product releases and new conventions for coordination that are
simply longer than possible to type into a message without blowing out all
limit restrictions of email that can be posted to ARSlist.

So, we have the number we have.  Still better to move forward with the feature
at this time than to wait for the next release that has a "better" release
number.

Doug 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Wednesday, March 16, 2011 11:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 -- Really a note about overlays

Doug,

Overlays seem awesome.

However -- such an improvement seems like it justifies a different version 
number.

7.6.4 -- suggests to the vast majority of people "a little change" as in 
"patch".


Overlays is a huge architectural change in ARS - so much so -- that it was 
"shelved for later" -- as it was too big to not get correct.
(My opinion -- overlays is one of the biggest changes to the core system - 
ever, the next biggest thing is "trim fields" -- but that was >10 years ago)
(BTW - I consider mid-tier a client)

To follow that.

I think it should have been something like 8.0 -- which sort of warns people 
"to be careful".

The "big thing" with overlays is -- we don't really know it works or not -- 
until BMC releases the "next version" of their apps. -- And then -- we all find 
out if the grand plan works or not. 

Of course -- maybe there will not be a "next version" since 7.6.4 has "Best 
practices" -- kinda hard to improve of "Best practices". ;)
Of course -- you could do what my kids do and create "Bestest practices" -- and 
then "Bestester" etc...


-John




On Mar 10, 2011, at 3:27 PM, Mueller, Doug wrote:

Tauf,

First, I am not sure where the statement "introduces so much new workflow" comes
from.  There is NO new workflow introduced by this feature at all.

If you do not modify anything, there is nothing at all present in the "overlay".

If you change one definition, there is ONE definition in the overlay (and so on)

No matter how carefully you document changes, no matter how particular you are
about following best practices, it is difficult to have everything you have
changed and everything you have added (and know the difference).  It is
difficult to understand that the original definition is on things you have
changed.  It is difficult during upgrade to preserve your changes --
especially to things that you MUST change on the definition and there is no
way to have a parallel definition (like table field properties or view layouts
or the like).

What the overlay feature does is to simply allow you to do the following:

1) Add new items that are identified as custom items

Re: CSV file via workflow

[Jarl Grøneng]

Agree on that, using this approach on *nix can give you a lot of
troubles...(not sure about windoze)


---
J

2011/3/16 John Sundberg :
> **
> Danger Will Robinson, Danger!!!
>
> In general - I would not put anything onto the commandline -- that you
> didn't purposefully put there.
>
> Obviously you know your situation better than I do -- and it could be OK --
> but -- just in case -- I thought I would at least -- toss you an alert.
> Have fun,
>
>
> -John
> On Mar 15, 2011, at 5:28 PM, Mike Ilmer wrote:
> **
> Thanks to all!
>
> I'm really like the Kimberly's solution.
>
> No Reports, no external applications required.
>
> I've setup the filter guide to do the table walk on the server, setup the
> escalator to run at certain time and it works like a charm!
>
> Thanks to everyone for ideas.
>
> Mike
>
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Rune Sorlid
> Sent: Tuesday, March 15, 2011 3:09 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: CSV file via workflow
>
> **
> Hi
>
> The standard Active Link Open Window action(Report) and use a standard
> remedy report, and specify in a field "where" to send the report( to-file:
> c:\temp\filename.csv)
>
> /Rune Sorlid
>
>
> 2011/3/15 kimberly.sant...@oracle.com santana 
>>
>> I love it. it works awesome.  we even go as far adding that file as an
>> attachment to the ticket.
>>
>> One thing I forgot to warn about is make sure you use >> to append to the
>> existing file. (> will overwrite)
>>
>> cmd /c echo $bl tmp bl file text$>>"c:\Filename.csv"
>>
>>
>> Good Luck
>>
>> Kimberly Santana
>> SR Programmer Analyst
>> Oracle
>>
>>
>>
>> On 3/15/2011 2:40 PM, Mike Ilmer wrote:
>>>
>>> Thank you, Kimberly, it is quite interesting solution.
>>>
>>> Regards,
>>> Mike
>>>
>>> -Original Message-
>>> From: kimberly.sant...@oracle.com santana
>>> [mailto:kimberly.sant...@oracle.com]
>>> Sent: Tuesday, March 15, 2011 2:16 PM
>>> To: arslist@ARSLIST.ORG
>>> Cc: Ilmer, Mike
>>> Subject: Re: CSV file via workflow
>>>
>>> Mike
>>> I create a csv file using Active Link Run Process.  In my example I
>>> create the file then I loop through a table to append values to the
>>> file.
>>>
>>> First step -  set a temp field with values needed for column headings
>>> (row 1 in the csv file)
>>>      example: set 'bl tmp bl file text' = "Sequence,Method,RelPath and
>>> FileName,DB_Prefix"
>>>
>>>
>>> Next - use a run process to create the .csv file (client side)
>>>          example:  cmd /c echo $bl tmp bl file text$>"c:\Filename.csv"
>>> (notice you can pass the above field value to the .csv file)
>>>
>>> Finally
>>> I use an al guide and loop a table
>>>
>>>      1. : set a temp field with values from the table and commas
>>>             example:  set 'bl tmp bl file text' =  $col_bl_segment$
>>> +  ",") + $col_bl_method$) +  ",") + $col_bl_filename$) +  " ,")
>>> +
>>>
>>>    2.  - use a run process to append the existing csv file
>>>
>>>          loop the table till there are no more entries
>>>
>>>
>>> I hope this makes some sense. Feel free to contact me direct if this is
>>> unclear
>>>
>>> Kimberly Santana
>>> SR Programmer Analyst
>>> Oracle
>>>
>>>
>>>
>>>
>>>
>>> On 3/15/2011 1:34 PM, Mike Ilmer wrote:

 Hi List.

 Do you know if it is possible to generate the .CSV file with the data
 from the remedy form using the only remedy workflow (like filters or
 escalator).

 I know that I can do this using C, java, Perl, etc.
 However may be someone has an idea how (automatically) extract data
 and store it in the .csv file without using an external application.

 Regards,
 Mike

 __
 _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>>>
>>>
>>> ___
>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> --
> John Sundberg
>
> Kinetic Data, Inc.
> "Building a Better Service Experience"
> Recipient of:
> WWRUG10 Best Customer Service/Support Award
> WWRUG09 Innovator of the Year Award
>
> john.sundb...@kineticdata.com
> 651.556.0930  I  www.kineticdata.com
>
>
>
>
>
>
>
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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atten

Re: Copy to New Issue

[Roger Justice]

If you are entering a resolution category and the Incident is not resolved this 
is breaking the process since the support person will not be requested a 
resolution category.





-Original Message-
From: uday kiran 
To: arslist 
Sent: Wed, Mar 16, 2011 2:43 pm
Subject: Re: Copy to New Issue


** Thanks for the reply ,, but it was working fine if we enter those values 


Uday


On Thu, Mar 17, 2011 at 12:10 AM, Roger Justice  wrote:

** This function is not valid when creating a new Incident. There are many 
fields that are hidden on the original Incident that need to be populated as an 
Incident is worked. 







-Original Message-
From: uday kiran 
To: arslist 
Sent: Wed, Mar 16, 2011 1:50 pm
Subject: Copy to New Issue





** Hi when we are creating a new Incident using CTRL + T we are getting a msg  
to enter the value in Reported Source Field and after entering a value in it 
when we try to save its asking to enter Resolution Category ,, strange error ,, 
can any one help me out 


thanks
Uday

_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: Copy to New Issue

[uday kiran]

Thanks for the reply ,, but it was working fine if we enter those values

Uday

On Thu, Mar 17, 2011 at 12:10 AM, Roger Justice  wrote:

> ** This function is not valid when creating a new Incident. There are many
> fields that are hidden on the original Incident that need to be populated as
> an Incident is worked.
>
>
>
> -Original Message-
> From: uday kiran 
> To: arslist 
> Sent: Wed, Mar 16, 2011 1:50 pm
> Subject: Copy to New Issue
>
> ** Hi when we are creating a new Incident using CTRL + T we are getting a
> msg  to enter the value in Reported Source Field and after entering a value
> in it when we try to save its asking to enter Resolution Category ,, strange
> error ,, can any one help me out
>
>  thanks
> Uday
> _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: ITSM 7.6.4 -- Really a note about overlays

[Mueller, Doug]

John,

1) I don't disagree that Overlays is a significant feature.

2) I don't disagree that the version numbering scheme is not reflecting the
   significance of the new capability.  It is indeed a major feature and
   capability.


As for not seeing how it works until the next major app release...  not really
true.  We have customers who are already converting their existing
customizations into using overlays -- using assistance from tools like BPCU to
automate most if not all of the work.

So, there are customers getting value today in better understanding their
environment and the level of change they have made in it.  Who are able to
clean things and to set up for future change.

Will the big upgrade savings aspect to see that the upgrade process is cleaner
and that customizations -- especially to things like layouts and such -- are
handled much better need to wait until the next app release.  Sure.

On the other hand, it is much better that you can get the overlay feature in,
and get some experience with it and be prepared in advance with some time
rather than trying to get it in, learn it, trust it, AND upgrade the app all at
the same time


About the version numbering.

I am not in charge of that.  I have no say in that.  There are reasons around
synchronizing product releases and new conventions for coordination that are
simply longer than possible to type into a message without blowing out all
limit restrictions of email that can be posted to ARSlist.

So, we have the number we have.  Still better to move forward with the feature
at this time than to wait for the next release that has a "better" release
number.

Doug 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Wednesday, March 16, 2011 11:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 -- Really a note about overlays

Doug,

Overlays seem awesome.

However -- such an improvement seems like it justifies a different version 
number.

7.6.4 -- suggests to the vast majority of people "a little change" as in 
"patch".


Overlays is a huge architectural change in ARS - so much so -- that it was 
"shelved for later" -- as it was too big to not get correct.
(My opinion -- overlays is one of the biggest changes to the core system - 
ever, the next biggest thing is "trim fields" -- but that was >10 years ago)
(BTW - I consider mid-tier a client)

To follow that.

I think it should have been something like 8.0 -- which sort of warns people 
"to be careful".

The "big thing" with overlays is -- we don't really know it works or not -- 
until BMC releases the "next version" of their apps. -- And then -- we all find 
out if the grand plan works or not. 

Of course -- maybe there will not be a "next version" since 7.6.4 has "Best 
practices" -- kinda hard to improve of "Best practices". ;)
Of course -- you could do what my kids do and create "Bestest practices" -- and 
then "Bestester" etc...


-John




On Mar 10, 2011, at 3:27 PM, Mueller, Doug wrote:

Tauf,

First, I am not sure where the statement "introduces so much new workflow" comes
from.  There is NO new workflow introduced by this feature at all.

If you do not modify anything, there is nothing at all present in the "overlay".

If you change one definition, there is ONE definition in the overlay (and so on)

No matter how carefully you document changes, no matter how particular you are
about following best practices, it is difficult to have everything you have
changed and everything you have added (and know the difference).  It is
difficult to understand that the original definition is on things you have
changed.  It is difficult during upgrade to preserve your changes --
especially to things that you MUST change on the definition and there is no
way to have a parallel definition (like table field properties or view layouts
or the like).

What the overlay feature does is to simply allow you to do the following:

1) Add new items that are identified as custom items you have added.  They are
  flagged as custom items in the displays.  You can easily sort by and get a
  list of custom items.  And it is COMPLETE.  You don't have to worry if you
  are missing one or if you forgot about something you added.
2) Update existing items by leaving the original definition there and updating
  a copy of that definition with your changes.
  a) all the benefits of #1 are present AND your changes have the exact same
 name/identification as the original
  b) you can at any time see your version vs. the original to see exactly what
 has changed from out of the box
  c) Not have to deal with "ripple changes".  By this I mean that if in the
 past you copied a filter to a new name (to avoid overwrite at upgrade),
 you had to copy any guide that included it and then any workflow that
 called the guide to use the new name.   The fact that the items are the
 SAME ITEM means that there is n

Re: Copy to New Issue

[Roger Justice]

This function is not valid when creating a new Incident. There are many fields 
that are hidden on the original Incident that need to be populated as an 
Incident is worked. 





-Original Message-
From: uday kiran 
To: arslist 
Sent: Wed, Mar 16, 2011 1:50 pm
Subject: Copy to New Issue


** Hi when we are creating a new Incident using CTRL + T we are getting a msg  
to enter the value in Reported Source Field and after entering a value in it 
when we try to save its asking to enter Resolution Category ,, strange error ,, 
can any one help me out


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

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Re: Create Task with a Push Field

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

Just to give you some ideas
We currently generate a task group from a Change Ticket.

We use workflow filters
1. PushTo  TMS:TaskFlowBuilder

2.  set a temp field on the change ticket with $PROCESS$ 
Application-Generate-GUID TMS


3. push fields to TMS:TaskGroup Template   where  'InstanceId' =  "group number>"


If you log the activities that occur when you create a task associated 
to an incident you should be able to capture all the workflow that 
occurs for Incident.

I imagine it is somewhat similar to the above activity for changes.

Contact me directly if you would like to discuss.


ARS 7.1 P7
Kimberly Santana
Sr. Programmer Analyst
Oracle

On 3/15/2011 10:43 PM, Guillermo Alfredo Torres Barron wrote:

H dear listers
I need to create a Task for a Incident using a Push Field. Can I do Push Field 
directly to TMS:Task or is there a form like HPD:IncidentInterface_Create to 
create a Task??
I have AR Server 7.6.03 and ITSM 7.6.03
Thanks in advance
Greetings from Mexico City

__
Atentamente
Guillermo Alfredo Torres Barrón
Proyectos ARS Remedy
Grupo Financiero Banorte
Calzada de Tlalpan #2980, Col. Ejidos de
Santa Ursula Coapa, C.P. 04850
México, D.F.
Tel Directo: 51746520, ext: 8505-2520


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Re: ITSM 7.6.4 -- Really a note about overlays

[Chowdhury, Tauf]

Doug,
First, let me apologize for not seeing your reply earlier. I just saw
this after reading John Sundberg's post. 
Second, thanks a lot for the information about overlays. As I mentioned,
a consultant we were working with mentioned the "extra workflow."
Whether or not this was out of ignorance or laziness, I don't know!
>From what I've seen since writing the original post is that the Overlay
philosophy follows closely with the recommended best practice
customization for the BMC Analytics product also. Basically, you take
the OOB ITSM universe, delete everything, and save it as a "custom" copy
which is linked to the OOB universe. Any changes you make are made "on
top of" the read only copy of that universe. 
Coming from a company that is running lean and fast when it comes to
implementations and maintenance, overlays are something that I am very
interested in. When we are ready to migrate to 8.0(?), then we will
definitely go this route especially with the Classic Views becoming
unsupported. 
Thanks again Doug!

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Thursday, March 10, 2011 3:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 -- Really a note about overlays

Tauf,

First, I am not sure where the statement "introduces so much new
workflow" comes
from.  There is NO new workflow introduced by this feature at all.

If you do not modify anything, there is nothing at all present in the
"overlay".

If you change one definition, there is ONE definition in the overlay
(and so on)

No matter how carefully you document changes, no matter how particular
you are
about following best practices, it is difficult to have everything you
have
changed and everything you have added (and know the difference).  It is
difficult to understand that the original definition is on things you
have
changed.  It is difficult during upgrade to preserve your changes --
especially to things that you MUST change on the definition and there is
no
way to have a parallel definition (like table field properties or view
layouts
or the like).

What the overlay feature does is to simply allow you to do the
following:

1) Add new items that are identified as custom items you have added.
They are
   flagged as custom items in the displays.  You can easily sort by and
get a
   list of custom items.  And it is COMPLETE.  You don't have to worry
if you
   are missing one or if you forgot about something you added.
2) Update existing items by leaving the original definition there and
updating
   a copy of that definition with your changes.
   a) all the benefits of #1 are present AND your changes have the exact
same
  name/identification as the original
   b) you can at any time see your version vs. the original to see
exactly what
  has changed from out of the box
   c) Not have to deal with "ripple changes".  By this I mean that if in
the
  past you copied a filter to a new name (to avoid overwrite at
upgrade),
  you had to copy any guide that included it and then any workflow
that
  called the guide to use the new name.   The fact that the items
are the
  SAME ITEM means that there is no need to change other things.
   d) When an upgrade occurs, the definitions in the base layer are
changed but
  NOTHING about the items you have overlaid (or added custom) are
changed.
  So, your changes are not overwritten.  In fact, your changes
continue to
  be the overlay and continue to sit on top of and override the
definition
  that was newly imported with the same name/id.
   e) After the upgrade, you can again compare your overlay with the new
out of
  the box definition to see if there is anything that should change.
Maybe
  the out of the box does the right thing now and you should remove
your
  overlay or maybe there is an extended set of actions and you need
to pick
  up one or more of the new actions in your overlay.


The key is that it provides an automatic and inherent layer that is YOUR
layer
that sits over the out of the box definition and allows you to safely,
clearly,
and cleanly adjust or augment the defintions if needed for your
environment.

This is a feature that allows you to gain further and tighter control
over
your environment.  It is something that provides you with the ability to
better
understand what is stock and what is custom and what is changed about
the
solution.  It is one that preserves all changes you have made across
upgrades
with a layer of independence and yet links so that changes stay tied
into the
solution without the change you have made being updated by the upgrade
itself.

The feature is useful for and I would advocate its use by EVERY
customer.
Whether you may many customizations (not the best idea), just a few, or
none at
all, this feature allows you to keep contro

Re: CSV file via workflow

[John Sundberg]

Danger Will Robinson, Danger!!!


In general - I would not put anything onto the commandline -- that you didn't 
purposefully put there.


Obviously you know your situation better than I do -- and it could be OK -- but 
-- just in case -- I thought I would at least -- toss you an alert.

Have fun,



-John

On Mar 15, 2011, at 5:28 PM, Mike Ilmer wrote:

**
Thanks to all!
 
I'm really like the Kimberly's solution.
 
No Reports, no external applications required.
 
I've setup the filter guide to do the table walk on the server, setup the 
escalator to run at certain time and it works like a charm!
 
Thanks to everyone for ideas.
 
Mike
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rune Sorlid
Sent: Tuesday, March 15, 2011 3:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: CSV file via workflow

**
Hi
 
The standard Active Link Open Window action(Report) and use a standard remedy 
report, and specify in a field "where" to send the report( to-file: 
c:\temp\filename.csv)
 
/Rune Sorlid


 
2011/3/15 kimberly.sant...@oracle.com santana 
I love it. it works awesome.  we even go as far adding that file as an 
attachment to the ticket.

One thing I forgot to warn about is make sure you use >> to append to the 
existing file. (> will overwrite)

cmd /c echo $bl tmp bl file text$>>"c:\Filename.csv"


Good Luck

Kimberly Santana
SR Programmer Analyst
Oracle



On 3/15/2011 2:40 PM, Mike Ilmer wrote:
Thank you, Kimberly, it is quite interesting solution.

Regards,
Mike

-Original Message-
From: kimberly.sant...@oracle.com santana
[mailto:kimberly.sant...@oracle.com]
Sent: Tuesday, March 15, 2011 2:16 PM
To: arslist@ARSLIST.ORG
Cc: Ilmer, Mike
Subject: Re: CSV file via workflow

Mike
I create a csv file using Active Link Run Process.  In my example I
create the file then I loop through a table to append values to the
file.

First step -  set a temp field with values needed for column headings
(row 1 in the csv file)
 example: set 'bl tmp bl file text' = "Sequence,Method,RelPath and
FileName,DB_Prefix"


Next - use a run process to create the .csv file (client side)
 example:  cmd /c echo $bl tmp bl file text$>"c:\Filename.csv"
(notice you can pass the above field value to the .csv file)

Finally
I use an al guide and loop a table

 1. : set a temp field with values from the table and commas
example:  set 'bl tmp bl file text' =  $col_bl_segment$
+  ",") + $col_bl_method$) +  ",") + $col_bl_filename$) +  " ,")
+

   2.  - use a run process to append the existing csv file

 loop the table till there are no more entries


I hope this makes some sense. Feel free to contact me direct if this is
unclear

Kimberly Santana
SR Programmer Analyst
Oracle





On 3/15/2011 1:34 PM, Mike Ilmer wrote:
Hi List.

Do you know if it is possible to generate the .CSV file with the data
from the remedy form using the only remedy workflow (like filters or
escalator).

I know that I can do this using C, java, Perl, etc.
However may be someone has an idea how (automatically) extract data
and store it in the .csv file without using an external application.

Regards,
Mike

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--
John Sundberg

Kinetic Data, Inc.
"Building a Better Service Experience"
Recipient of:
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com










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Re: CSV file via workflow

[John Sundberg]

Hopefully nobody has a 
`
'
"
>
<
$

etc...

 

-John



On Mar 15, 2011, at 3:06 PM, LJ LongWing wrote:

Be wary of this solutionany content within a specific field (, for
example) will cause this process to puke.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of kimberly.sant...@oracle.com
santana
Sent: Tuesday, March 15, 2011 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: CSV file via workflow

I love it. it works awesome.  we even go as far adding that file as an 
attachment to the ticket.

One thing I forgot to warn about is make sure you use >> to append to 
the existing file. (> will overwrite)

cmd /c echo $bl tmp bl file text$>>"c:\Filename.csv"


Good Luck

Kimberly Santana
SR Programmer Analyst
Oracle



On 3/15/2011 2:40 PM, Mike Ilmer wrote:
> Thank you, Kimberly, it is quite interesting solution.
> 
> Regards,
> Mike
> 
> -Original Message-
> From: kimberly.sant...@oracle.com santana
> [mailto:kimberly.sant...@oracle.com]
> Sent: Tuesday, March 15, 2011 2:16 PM
> To: arslist@ARSLIST.ORG
> Cc: Ilmer, Mike
> Subject: Re: CSV file via workflow
> 
> Mike
> I create a csv file using Active Link Run Process.  In my example I
> create the file then I loop through a table to append values to the
> file.
> 
> First step -  set a temp field with values needed for column headings
> (row 1 in the csv file)
>  example: set 'bl tmp bl file text' = "Sequence,Method,RelPath and
> FileName,DB_Prefix"
> 
> 
> Next - use a run process to create the .csv file (client side)
>  example:  cmd /c echo $bl tmp bl file text$>"c:\Filename.csv"
> (notice you can pass the above field value to the .csv file)
> 
> Finally
> I use an al guide and loop a table
> 
>  1. : set a temp field with values from the table and commas
> example:  set 'bl tmp bl file text' =  $col_bl_segment$
> +  ",") + $col_bl_method$) +  ",") + $col_bl_filename$) +  " ,")
> +
> 
>2.  - use a run process to append the existing csv file
> 
>  loop the table till there are no more entries
> 
> 
> I hope this makes some sense. Feel free to contact me direct if this is
> unclear
> 
> Kimberly Santana
> SR Programmer Analyst
> Oracle
> 
> 
> 
> 
> 
> On 3/15/2011 1:34 PM, Mike Ilmer wrote:
>> Hi List.
>> 
>> Do you know if it is possible to generate the .CSV file with the data
>> from the remedy form using the only remedy workflow (like filters or
>> escalator).
>> 
>> I know that I can do this using C, java, Perl, etc.
>> However may be someone has an idea how (automatically) extract data
>> and store it in the .csv file without using an external application.
>> 
>> Regards,
>> Mike
>> 
>> __
>> _ 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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Kinetic Data, Inc.
"Building a Better Service Experience"
Recipient of:
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com

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Re: Midtier Problem

[Grooms, Frederick W]

Can the server team tell you what they have to do to restart Mid-Tier?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Oyefeso, Bola
Sent: Wednesday, March 16, 2011 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Midtier Problem

** 
We are currently experimenting with Midtier and it operates on WebSphere with 
other web applications.  Each time any of the applications goes down, the 
server team will have to restart WebSphere.  The problem we are having is that 
all the applications will come back up except Remedy.  Does anyone have an idea 
how to correct this permanently?  Or, is there a better and stable application 
server that anyone can recommend?
Thank you in advance for your assistance.

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Re: ITSM 7.6.4 -- Really a note about overlays

[John Sundberg]

Doug,

Overlays seem awesome.

However -- such an improvement seems like it justifies a different version 
number.

7.6.4 -- suggests to the vast majority of people "a little change" as in 
"patch".


Overlays is a huge architectural change in ARS - so much so -- that it was 
"shelved for later" -- as it was too big to not get correct.
(My opinion -- overlays is one of the biggest changes to the core system - 
ever, the next biggest thing is "trim fields" -- but that was >10 years ago)
(BTW - I consider mid-tier a client)

To follow that.

I think it should have been something like 8.0 -- which sort of warns people 
"to be careful".

The "big thing" with overlays is -- we don't really know it works or not -- 
until BMC releases the "next version" of their apps. -- And then -- we all find 
out if the grand plan works or not. 

Of course -- maybe there will not be a "next version" since 7.6.4 has "Best 
practices" -- kinda hard to improve of "Best practices". ;)
Of course -- you could do what my kids do and create "Bestest practices" -- and 
then "Bestester" etc...


-John




On Mar 10, 2011, at 3:27 PM, Mueller, Doug wrote:

Tauf,

First, I am not sure where the statement "introduces so much new workflow" comes
from.  There is NO new workflow introduced by this feature at all.

If you do not modify anything, there is nothing at all present in the "overlay".

If you change one definition, there is ONE definition in the overlay (and so on)

No matter how carefully you document changes, no matter how particular you are
about following best practices, it is difficult to have everything you have
changed and everything you have added (and know the difference).  It is
difficult to understand that the original definition is on things you have
changed.  It is difficult during upgrade to preserve your changes --
especially to things that you MUST change on the definition and there is no
way to have a parallel definition (like table field properties or view layouts
or the like).

What the overlay feature does is to simply allow you to do the following:

1) Add new items that are identified as custom items you have added.  They are
  flagged as custom items in the displays.  You can easily sort by and get a
  list of custom items.  And it is COMPLETE.  You don't have to worry if you
  are missing one or if you forgot about something you added.
2) Update existing items by leaving the original definition there and updating
  a copy of that definition with your changes.
  a) all the benefits of #1 are present AND your changes have the exact same
 name/identification as the original
  b) you can at any time see your version vs. the original to see exactly what
 has changed from out of the box
  c) Not have to deal with "ripple changes".  By this I mean that if in the
 past you copied a filter to a new name (to avoid overwrite at upgrade),
 you had to copy any guide that included it and then any workflow that
 called the guide to use the new name.   The fact that the items are the
 SAME ITEM means that there is no need to change other things.
  d) When an upgrade occurs, the definitions in the base layer are changed but
 NOTHING about the items you have overlaid (or added custom) are changed.
 So, your changes are not overwritten.  In fact, your changes continue to
 be the overlay and continue to sit on top of and override the definition
 that was newly imported with the same name/id.
  e) After the upgrade, you can again compare your overlay with the new out of
 the box definition to see if there is anything that should change.  Maybe
 the out of the box does the right thing now and you should remove your
 overlay or maybe there is an extended set of actions and you need to pick
 up one or more of the new actions in your overlay.


The key is that it provides an automatic and inherent layer that is YOUR layer
that sits over the out of the box definition and allows you to safely, clearly,
and cleanly adjust or augment the defintions if needed for your environment.

This is a feature that allows you to gain further and tighter control over
your environment.  It is something that provides you with the ability to better
understand what is stock and what is custom and what is changed about the
solution.  It is one that preserves all changes you have made across upgrades
with a layer of independence and yet links so that changes stay tied into the
solution without the change you have made being updated by the upgrade itself.

The feature is useful for and I would advocate its use by EVERY customer.
Whether you may many customizations (not the best idea), just a few, or none at
all, this feature allows you to keep control and organization of the solution
and anything that you adjust about it.


Now, although the feature is a powerful one for changing the rules about
customization of applications, it is still the most interesting and powerful
feature of the product that I DO

Re: Active link to check field size

[Rabi Tripathi]

Clever, Misi.

Anne, you are checking length of any text that might be on the field (ie field 
value length), and not the database (max) length of the field, right? If yes, 
Misi has got the perfect solution for you. 
I was trying to do the latter in a weird AL loop I had set up and remember 
struggling with it.

--- On Tue, 3/15/11, Misi Mladoniczky  wrote:

> From: Misi Mladoniczky 
> Subject: Re: Active link to check field size
> To: arslist@ARSLIST.ORG
> Date: Tuesday, March 15, 2011, 3:04 AM
> Hi,
> 
> There is another way, and that is to use the
> like-operator:
> 
> ('Field' LIKE "__%")
> 
> Ten underscores means that you will match everything that
> is 10 characters
> or over.
> 
> I guess you can fit 500 underscores in there ase well.
> 
> NOT ('Field' LIKE "__%") will match 9 characters or
> lower.
> 
> If you do searches like this to the database, it may behave
> differently,
> but if you do it in a FLTR/ACTL run-if-statement, it will
> not be affected
> by the database.
> 
>         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.
> 
> > Unfortunately that’s how it is designed.. Those
> functions are not
> > available at the Run If level. Functions whose result
> is not a void but a
> > value are used in set field / push field kind of
> operations..
> >
> > Only KEYWORDS can be used in Run If qualifications
> directly to be
> > evaluated in an expression..
> >
> > Cheers
> >
> > Joe
> >
> > From: Ramey, Anne
> > Sent: Monday, March 14, 2011 10:55 PM
> > Newsgroups: public.remedy.arsystem.general
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Active link to check field size
> >
> > Bummer.  I was hoping it didn’t have to be a 2
> step process. Thanks
> >
> >
> >
> > Anne Ramey
> >
> > ***
> >
> > E-mail correspondence to and from this address may be
> subject to the North
> > Carolina Public Records Law and may be disclosed to
> third parties only by
> > an authorized State Official.
> >
> >
> >
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG]
> On Behalf Of Joe Martin D'Souza
> > Sent: Monday, March 14, 2011 10:50 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Active link to check field size
> >
> >
> >
> > **
> >
> > Anne,
> >
> >
> >
> > You are close but not quite that close...You can’t
> use it that way in a
> > qualification..
> >
> >
> >
> > Those functions are set field functions that can be
> used only in set or
> > push fields actions..
> >
> >
> >
> > So create a temp integer field to hold the value of
> LENGTH(‘Field’) and
> > then use that temp field in the qualification in an
> active link that runs
> > in an order after the first active link..
> >
> >
> >
> > Hope this helps..
> >
> >
> >
> > Cheers
> >
> >
> >
> > Joe
> >
> >
> >
> > From: Ramey, Anne
> >
> > Sent: Monday, March 14, 2011 10:18 PM
> >
> > Newsgroups: public.remedy.arsystem.general
> >
> > To: arslist@ARSLIST.ORG
> >
> > Subject: Active link to check field size
> >
> >
> >
> > **
> >
> > I must be being dense, but I’m trying to write an
> active link that only
> > fires if a field is more than a certain length. 
> Can’t figure out how to
> > do that.  Know how to trim it and set the length,
> but not check it in the
> > qualification.  I tried this
> >
> > LENGTH(‘Field’) > 500
> >
> > But it didn’t like that.
> >
> >
> >
> > Anne Ramey
> >
> > ***
> >
> > E-mail correspondence to and from this address may be
> subject to the North
> > Carolina Public Records Law and may be disclosed to
> third parties only by
> > an authorized State Official.
> >
> >
> ___
> > UNSUBSCRIBE or access ARSlist Archives at
> www.arslist.org
> > attend wwrug11 www.wwrug.com ARSList: "Where the
> Answers Are"
> >
> 
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Re: Require Worklog Change

[Brittain, Mark]

Old dogs, same trick.

I would agree with Roger however I don't use the TR. Rather I use (Assigned 
Group != DB.Assigned Group). I have an active link that puts ticket assigned to 
%Assigned Group$. I also have an active link that makes entry in the Work Log 
required. If you have something similar then the "AND  TR.Worklog = $NULL$" is 
overkill.

Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nall, Roger
Sent: Wednesday, March 16, 2011 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Require Worklog Change

I know this may be old school but I would use TR.Assigned Group != DB.Assigned 
Group and TR.Assigned Group != $NULL$  AND  TR.Worklog = $NULL$.

Roger Nall
Manager, SA Business Intelligence/Remedy
Desk Phone: 972-464-3712
Mobile: 973-652-6723

Helpful Links:
| Reports  |SA_Suggestion Box | SA_Trouble Ticket |


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mayfield, Andy L.
Sent: Wednesday, March 16, 2011 8:31 AM
To: arslist@ARSLIST.ORG
Subject: Require Worklog Change

I would like to force a worklog entry on a form anytime the assigned group 
changes.

I wanted to get opinions on the best way to accomplish this.

I was thinking you would use a filter with a "Run If" like:   TR.Assigned Group 
!= $NULL$   AND  TR.Worklog = $NULL$

But I wasn't sure if this would be the best way. I thought I remember seeing 
this on the list before, but I didn't have any luck searching for it.

Andy L. Mayfield
Sr. SCADA Operation Center Technician
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140

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Re: Require Worklog Change

[Rabi Tripathi]

Andy, 
Most people would write it like you have, but you will find many people on the 
ARSLIST including me, who prefer something like this:

Assigned Group != DB.Assigned Group
   AND  TR.Worklog = $NULL$

Reliance on TR value assumes the update came from a manual save from Windows or 
Browser client using the built-in Save button/menu choice (as opposed to from a 
record displayed on a dialog window and an Active Link  push field action; or 
from an API program or Push Field filter action triggered from another 
record/transaction). True most of the time for most setups, so you might get 
away with it. But it can cause trouble, so write it the above way, if you want 
it "bullet proof". I do not wish to start a long thread on this topic. It has 
been talked to death in the past, but I can elaborate it for you, if you wish.

Note that I left the TR alone for WorkLog field, because it, I am assuming, is 
a "diary" type of field that is treated differently by active links and 
filters. I think TR prefix should work for this field.





--- On Wed, 3/16/11, Mayfield, Andy L.  wrote:

> From: Mayfield, Andy L. 
> Subject: Require Worklog Change
> To: arslist@ARSLIST.ORG
> Date: Wednesday, March 16, 2011, 9:30 AM
> I would like to force a worklog entry
> on a form anytime the assigned group changes.
> 
> I wanted to get opinions on the best way to accomplish
> this.
> 
> I was thinking you would use a filter with a "Run If"
> like:   TR.Assigned Group !=
> $NULL$   AND  TR.Worklog = $NULL$
> 
> But I wasn't sure if this would be the best way. I thought
> I remember seeing this on the list before, but I didn't have
> any luck searching for it.
> 
> Andy L. Mayfield
> Sr. SCADA Operation Center Technician
> Alabama Power Company
> Office: 205-226-1805
> Cell: 205-288-9140
> SoLinc: 10*19140
> 
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Copy to New Issue

[uday kiran]

Hi when we are creating a new Incident using CTRL + T we are getting a msg
 to enter the value in Reported Source Field and after entering a value in
it when we try to save its asking to enter Resolution Category ,, strange
error ,, can any one help me out

thanks
Uday

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Create Task with a Push Field

[Guillermo Alfredo Torres Barron]

Hi dear listers
I need to create a Task for a Incident using a Push Field. Can I do Push Field 
directly to TMS:Task or is there a form like HPD:IncidentInterface_Create to 
create a Task??
I have AR Server 7.6.03 and ITSM 7.6.03
Thanks in advance
Greetings from Mexico City

__
Atentamente
Guillermo Alfredo Torres Barrón
Proyectos ARS Remedy
Grupo Financiero Banorte
Calzada de Tlalpan #2980, Col. Ejidos de
Santa Ursula Coapa, C.P. 04850
México, D.F.
Tel Directo: 51746520, ext: 8505-2520


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Re: Require Worklog Change

[Nall, Roger]

I know this may be old school but I would use TR.Assigned Group != DB.Assigned 
Group and TR.Assigned Group != $NULL$  AND  TR.Worklog = $NULL$. 

Roger Nall
Manager, SA Business Intelligence/Remedy
Desk Phone: 972-464-3712
Mobile: 973-652-6723

Helpful Links:
| Reports  |SA_Suggestion Box | SA_Trouble Ticket |


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mayfield, Andy L.
Sent: Wednesday, March 16, 2011 8:31 AM
To: arslist@ARSLIST.ORG
Subject: Require Worklog Change

I would like to force a worklog entry on a form anytime the assigned group 
changes.

I wanted to get opinions on the best way to accomplish this.

I was thinking you would use a filter with a "Run If" like:   TR.Assigned Group 
!= $NULL$   AND  TR.Worklog = $NULL$

But I wasn't sure if this would be the best way. I thought I remember seeing 
this on the list before, but I didn't have any luck searching for it.

Andy L. Mayfield
Sr. SCADA Operation Center Technician
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140

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Re: ITSM 7.6.4

[patrick zandi]

Geographically separated mid-tiers is not recommended.
making servers geographically separated (using DSO) and mid-tiers with them
is.
 The network traffic between a mid-tier and the ARS server should be
protected, at a high level of encryption, and to further put it
geographically separated over a wan is a performance killer.

IMHO

Put the mid-tier and the Server on the same Physical Switch (reducing time)
use a group of mid-tier's (they are just clients) load balanced to increase
speed.
Use the pre-load to increase speed, Tune the oracle tables associated with
the common IO calls people are having.
The top 10
user indexes appropriately
use efficient queries
consider using set fields actions in filters instead of active links
avoid using filters which perform run process
stagger escalations times
use direct sql, $PROCESS$, sparingly
avoid sending notifications to many addressees
minimize the number of diary and long character Fields
avoid admin tool def changes during peak hours
keep you application design simple
implement DSO
allocate enough shared memory in the tomcat and server
provide adequate computer and network resource.


On Wed, Mar 16, 2011 at 12:26 PM, Roger Justice  wrote:

> ** The first way to imporve WEB client performance is to locate the
> Mid_Tier servers closer to you users.
>
>
>
> -Original Message-
> From: Gard, Richard J 
> To: arslist 
> Sent: Wed, Mar 16, 2011 12:23 pm
> Subject: Re: ITSM 7.6.4
>
> David,
>
> We are planning for our next global deployment of ITSM (7.6.03/4).  The new
> solution will hopefully address considerable performance issues experienced by
> remote users of our current 7.1 deployment.  The current deployment is located
> on the eastern seaboard where a large portion of my customer base is located.
> However, my clients in Asia Pacific (fastest growing) and Europe have 
> complained
> about slow performance.  What is the recommended implementation of ITSM 
> 7.6.03/4
> that will present the best response times for all users of the system?  We 
> have
> considered placing mid tier and app servers in the remote regions, but I don't
> have data to support this design.  The reference architecture document
> (http://documents.bmc.com/supportu/documents/49/03/114903/114903.pdf) does not
> speak to this design challenge directly.  Suggestions greatly appreciated.
>
> Best regards,
> Rich
> 謝
> 謝
> 你
> 。
> GIS-ISS-SEM
> Service Technology Development Manager
> ITIL Practisioner Certified: Support and Restore
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG ]
> On Behalf Of Easter, David
> Sent: Tuesday, March 08, 2011 1:52 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.
>
>
>
>
>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>



-- 
Patrick Zandi

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Re: ITSM 7.6.4

[Roger Justice]

The first way to imporve WEB client performance is to locate the Mid_Tier 
servers closer to you users. 





-Original Message-
From: Gard, Richard J 
To: arslist 
Sent: Wed, Mar 16, 2011 12:23 pm
Subject: Re: ITSM 7.6.4


David,
We are planning for our next global deployment of ITSM (7.6.03/4).  The new 
olution will hopefully address considerable performance issues experienced by 
emote users of our current 7.1 deployment.  The current deployment is located 
n the eastern seaboard where a large portion of my customer base is located.  
owever, my clients in Asia Pacific (fastest growing) and Europe have complained 
bout slow performance.  What is the recommended implementation of ITSM 7.6.03/4 
hat will present the best response times for all users of the system?  We have 
onsidered placing mid tier and app servers in the remote regions, but I don't 
ave data to support this design.  The reference architecture document 
http://documents.bmc.com/supportu/documents/49/03/114903/114903.pdf) does not 
peak to this design challenge directly.  Suggestions greatly appreciated.
Best regards, 
ich 




IS-ISS-SEM
ervice Technology Development Manager
TIL Practisioner Certified: Support and Restore 
Original Message-
rom: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] 
n Behalf Of Easter, David
ent: Tuesday, March 08, 2011 1:52 PM
o: arslist@ARSLIST.ORG
ubject: 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.  
ttp://documents.bmc.com/products/documents/46/22/174622/174622.pdf

David J. Easter
anager of Product Management, Remedy Platform
MC Software, Inc.

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



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Re: ITSM 7.6.4

[Gard, Richard J]

David,

We are planning for our next global deployment of ITSM (7.6.03/4).  The new 
solution will hopefully address considerable performance issues experienced by 
remote users of our current 7.1 deployment.  The current deployment is located 
on the eastern seaboard where a large portion of my customer base is located.  
However, my clients in Asia Pacific (fastest growing) and Europe have 
complained about slow performance.  What is the recommended implementation of 
ITSM 7.6.03/4 that will present the best response times for all users of the 
system?  We have considered placing mid tier and app servers in the remote 
regions, but I don't have data to support this design.  The reference 
architecture document 
(http://documents.bmc.com/supportu/documents/49/03/114903/114903.pdf) does not 
speak to this design challenge directly.  Suggestions greatly appreciated.

Best regards, 
Rich 
謝
謝
你
。
GIS-ISS-SEM
Service Technology Development Manager
ITIL Practisioner Certified: Support and Restore 
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Tuesday, March 08, 2011 1:52 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.

Re: Active Link sequence dies after Commit SOLVED

[LJ LongWing]

You benefit from the HOURS of 'WTF' I went through in my app when I upgraded
to 7.6.3 client.  This particular bug made me not even attempt to move to
that version of the release

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martin, Dwayne - martinrd
Sent: Wednesday, March 16, 2011 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Active Link sequence dies after Commit SOLVED

Thank you, Mike and LJ!

I created a display-only "Change Flag Not Disabled" field and had my Active
Link set the field to "x" before doing the Commit, and now everything works
fine!

Gratefully yours,
Dwayne



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Luttmann, Michael W Mr CTR DISA
CD553
Sent: Wednesday, March 16, 2011 11:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Active Link sequence dies after Commit

FWIW, I can confirm this issue in 7.6.03.  I had to rewrite workflow in
some custom apps, to work around the commit if nothing was changed on
the form.


Mike Luttmann
DISA Remedy Engineer

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, March 16, 2011 7:52
To: arslist@ARSLIST.ORG
Subject: Re: Active Link sequence dies after Commit

** 

Dwayne,

Yes, there is a bug with the 7.6.3 client regarding commit actions.  The
bug is specifically related to doing a commit when no fields that have
'changed'...this meaning fields that have the 'disable change flag set
don't count'...in this scenario it says its performing the commit, but
doesn't fire any of the filters, and also doesn't fire any workflow
AFTER the commit action.  I have a bug open with BMC regarding this.  To
fix you need to ensure 'something' changescreate a tmp field and set
it to something, then do the commit...everything works fine in that
scenario.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martin, Dwayne - martinrd
Sent: Wednesday, March 16, 2011 6:41 AM
To: arslist@ARSLIST.ORG
Subject: Active Link sequence dies after Commit

 

** 

Dear List,

 

We have a sequence of 9 Active Links that have worked for years. The
first one does a Commit, and the final one opens a Crystal Report.
Yesterday morning the sequence worked the first time we tried it, but
suddenly it stopped.

 

The Active Link log shows the first Link doing the Commit, then 

--1-- Start active link processing -- Operation - On Modify

and

--1-- Stop active link processing - On Modify

...

 Stop active link processing - On Control

 /* Wed Mar 16 2011 08:13:40 */

 Workflow Trace Log -- OFF

 

Just for debugging I added a message after the Commit, and it does not
fire.  Everything ends after "Stop active link processing - On Control.

 

Now here is where it really gets interesting.  This happens on two PCs,
including my own.  Mine is XP and the other, Win 7. But the sequence
works fine on a third machine (Win 7), and it works OK on Mid Tier. The
sequence completes, the Crystal Report displays, and the Active Link Log
shows all the links firing.  If I log on to the third machine it works
OK for me, so it is the machine, not the person.

 

The WUT in the two machines that fail is 7.6.03. In the one that works
it is 7.1 p 004.

 

Is there some problem with the 7.6 WUT and Commits?

 

Dwayne Martin

James Madison University

_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: SSI 7.6.04 64 bit vs 32 bit questions

[Martinez, Marcelo A]

Great I am now fighting windows permission issues before I can even login to my 
system.. 

I installed the ARSystem with a service account that runs the ARS instance on 
the db (service-acct-sql1) this account is a domain admin account. I had to 
make that account a local admin on the Remedy server. Now, that account is not 
one I will use to login to the system. I will use Demo, Marcelo, etc.). I have 
made the Home directory have full access to all "users" on the server; this now 
allows me to login as Demo on this ARSystem. I guess the 'fun' is just starting 
(?).

Marcelo


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Wednesday, March 16, 2011 9:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

Welcome to Vista Server.  You only _think_ that you have permission to the file 
space.  The BMC installers try to tuck their read/write paths into some of the 
worst places, since they only have access to what your logged-in account can 
see/do.

My practice on installs on 2008 R2 WAS to do as follows:

Log in for all installs with a domain user account that was a local admin; on 
2008 R2 it worked better if the account was also a domain admin.  This account 
was also a user in the SQL Server 2008 instance, since it became the account 
that ran the ARS Service and was the dbo for the ARSystem db.

On the AR Server, I create a C:\Home directory and give Full rights to that 
same user.  Then I use that for User Tool, Developer Studio, and DataImportTool
Paths for home directories
BMC Remedy Developer Studio Home: C:\Home\DeveloperStudio
BMC Remedy Data Import workspace: C:\Home\DataImportTool
BMC Remedy User Home Directory:   C:\Home

I also created the BMC Software directories for the installation and gave Full 
permissions to the service account as well:
Create D:\Program Files\BMC Software with Full Control for 
Create D:\Program Files (x86)\BMC Software with Full Control 
for 

Without that, you will find that you cannot edit any of the .cfg files manually 
after the installation, among other things.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, March 16, 2011 9:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

I agree, the one that bugs me the most is arplugin.exe; which, if I remember 
correctly from the what's new doc, was supposed to run in 64 bit mode in 7.6.04.

During installation, I did not get the option of 64 versus 32 for anything.
I have gone thru my armonitor file and there is no reference to x64 anywhere. 
How can I force these to run in 64-bit?

Another "minor" issue I'm facing, although I see all processes running, I 
cannot login to the server. I get error "Invalid access to your home path 
'E:\ProgramData\Application Data\AR SYSTEM\home'. Please verify your home path 
location and security permissions."


Marcelo 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Tuesday, March 15, 2011 10:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

That's almost the same as what I see on a clean 7.6.04 stack-by-piece install 
on Windows 3003 R2 x64 with 64-bit java selected everywhere.  My armonitor.exe 
is running 64-bit, not 32, and I don't have arsnmpd.exe or slmcollsvc.exe 
active (collector not installed as a service, arsnmpd throwing an error).  The 
one that really bothers me is that the arplugin.exe is running in 32-bit mode 
even though I explicitly selected 64-bit during the install.

On my Windows 2008 R2 x64 vm where I upgraded the 7.6.03 suite to 7.6.04 with 
64-bit selected everywhere you can, the only difference is that the 
armonitor.exe is in 32-bit mode, probably because it is an upgrade and the 
files remained in the (x86) file structure.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, March 15, 2011 6:08 PM
To: arslist@ARSLIST.ORG
Subject: SSI 7.6.04 64 bit vs 32 bit questions

Just installed the Suite Stack Installer on Win2008/SQL2008. Installation took 
around 1 hour.

Is it normal to see the following processes running in 32 bit mode?
APSVCAE.EXE
ARMONITOR.EXE
ARPLUGIN.EXE
ARSIGNALD.EXE
ARSNMPD.EXE
ARSVCDSP.EXE
PORTMAP.EXE
SLMBRSVC.EXE
SLMCOLLSVC.EXE

The only processes running in 64 bit are:
ARCMDB.EXE
AREMAILD.EXE
ARFLASHD.EXE
ARREC

Re: Active Link sequence dies after Commit SOLVED

[Martin, Dwayne - martinrd]

Thank you, Mike and LJ!

I created a display-only "Change Flag Not Disabled" field and had my Active 
Link set the field to "x" before doing the Commit, and now everything works 
fine!

Gratefully yours,
Dwayne



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Luttmann, Michael W Mr CTR DISA CD553
Sent: Wednesday, March 16, 2011 11:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Active Link sequence dies after Commit

FWIW, I can confirm this issue in 7.6.03.  I had to rewrite workflow in
some custom apps, to work around the commit if nothing was changed on
the form.


Mike Luttmann
DISA Remedy Engineer

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, March 16, 2011 7:52
To: arslist@ARSLIST.ORG
Subject: Re: Active Link sequence dies after Commit

** 

Dwayne,

Yes, there is a bug with the 7.6.3 client regarding commit actions.  The
bug is specifically related to doing a commit when no fields that have
'changed'...this meaning fields that have the 'disable change flag set
don't count'...in this scenario it says its performing the commit, but
doesn't fire any of the filters, and also doesn't fire any workflow
AFTER the commit action.  I have a bug open with BMC regarding this.  To
fix you need to ensure 'something' changescreate a tmp field and set
it to something, then do the commit...everything works fine in that
scenario.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martin, Dwayne - martinrd
Sent: Wednesday, March 16, 2011 6:41 AM
To: arslist@ARSLIST.ORG
Subject: Active Link sequence dies after Commit

 

** 

Dear List,

 

We have a sequence of 9 Active Links that have worked for years. The
first one does a Commit, and the final one opens a Crystal Report.
Yesterday morning the sequence worked the first time we tried it, but
suddenly it stopped.

 

The Active Link log shows the first Link doing the Commit, then 

--1-- Start active link processing -- Operation - On Modify

and

--1-- Stop active link processing - On Modify

...

 Stop active link processing - On Control

 /* Wed Mar 16 2011 08:13:40 */

 Workflow Trace Log -- OFF

 

Just for debugging I added a message after the Commit, and it does not
fire.  Everything ends after "Stop active link processing - On Control.

 

Now here is where it really gets interesting.  This happens on two PCs,
including my own.  Mine is XP and the other, Win 7. But the sequence
works fine on a third machine (Win 7), and it works OK on Mid Tier. The
sequence completes, the Crystal Report displays, and the Active Link Log
shows all the links firing.  If I log on to the third machine it works
OK for me, so it is the machine, not the person.

 

The WUT in the two machines that fail is 7.6.03. In the one that works
it is 7.1 p 004.

 

Is there some problem with the 7.6 WUT and Commits?

 

Dwayne Martin

James Madison University

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

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

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ARDATE Env Var - doc q's

[Ben Chernys]

Hi Folks,

 

I am finding the documentation on environment variables a little
disorganized and incomplete - at least in the current releases.  I would
love to see a single spot where all environment variables are declared -
perhaps the Config guide as in older releases.

 

Background:  I am running a Meta-Update script on two different Windows
machines; both English but one with "Regional Settings" set to German and
the other with "Regional Settings"  set to English UK.  The difference in
dates seems to be that Germany uses dd.mm. and UK the same but with
slashes.  I gather that in the case of a slash a minus is equivalent.
However with ARDATE that equivalence goes away.

 

I have a running process (ie have done the ARInitialize() and done some
"real calls") and then I set the environment variable ARDATE in my running
process (with putenv()).  This seems to have no effect implying that the API
reads the environment once and only once.  

 

If I set the environment variable before I launch my process then the effect
seems to work as expected (that ARLoadARQualifierStruct does not return a
1590).  

 

This is an acceptable work-around but I am trying to get to the bottom of
this and generalise the facility.

 

ARDATE is documented to affect only the server but it clearly does affect
clients as my testing has proven:

 

I am always providing a single format (now) of -mm-dd hh:mm:ss to a
query

-  ARDATE:%Y/%m/%d %H:%M:%S

fails with a 1590  (ARS expected slashes which are no longer equivalent to
minuses)

-  ARDATE:%Y-%m-%d %H:%M:%S

Succeeds

-  ARDATE:not set;Regional Settings UK (dd/mm/ ..)

succeeds with "-" supplied as a date separator (31-03-2011)

-  ARDATE:not set;Regional Settings Germany (.mm.dd ..)

Fails with a minus as a separator

 

I am not setting the locale value in ARControl.localeInfo (at this point).  

 

The questions I have are:

 

1)  Where is the value of ARControl.localeInfo.customDateFormat
described (32 bytes)  

ie is it mm/dd/ etc or %Y/%m etc

2)  Is it true that ARLoadARQualifierStruct does NOT read the
environment when called but uses whatever is set at ARInitialization time?
So that setting environment variable in the running process has no effect? 

 

Finally, is there a document / white paper describing client and server
environment variables?  (for example any options on ARAPILOGGING values)?

 

Thanks

 

Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email: Ben.Chernys _AT_
softwaretoolhouse.com
Web:   www.softwaretoolhouse.com

Check out Software Tool House's free Diary Editor.

Meta-Update, our premium ARS Data tool, lets you automate 
your imports, migrations, in no time at all, without programming, 
without staging forms, without merge workflow. 
  http://www.softwaretoolhouse.com/  

 


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Re: Active Link sequence dies after Commit

[Luttmann, Michael W Mr CTR DISA CD553]

FWIW, I can confirm this issue in 7.6.03.  I had to rewrite workflow in
some custom apps, to work around the commit if nothing was changed on
the form.


Mike Luttmann
DISA Remedy Engineer

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, March 16, 2011 7:52
To: arslist@ARSLIST.ORG
Subject: Re: Active Link sequence dies after Commit

** 

Dwayne,

Yes, there is a bug with the 7.6.3 client regarding commit actions.  The
bug is specifically related to doing a commit when no fields that have
'changed'...this meaning fields that have the 'disable change flag set
don't count'...in this scenario it says its performing the commit, but
doesn't fire any of the filters, and also doesn't fire any workflow
AFTER the commit action.  I have a bug open with BMC regarding this.  To
fix you need to ensure 'something' changescreate a tmp field and set
it to something, then do the commit...everything works fine in that
scenario.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martin, Dwayne - martinrd
Sent: Wednesday, March 16, 2011 6:41 AM
To: arslist@ARSLIST.ORG
Subject: Active Link sequence dies after Commit

 

** 

Dear List,

 

We have a sequence of 9 Active Links that have worked for years. The
first one does a Commit, and the final one opens a Crystal Report.
Yesterday morning the sequence worked the first time we tried it, but
suddenly it stopped.

 

The Active Link log shows the first Link doing the Commit, then 

--1-- Start active link processing -- Operation - On Modify

and

--1-- Stop active link processing - On Modify

...

 Stop active link processing - On Control

 /* Wed Mar 16 2011 08:13:40 */

 Workflow Trace Log -- OFF

 

Just for debugging I added a message after the Commit, and it does not
fire.  Everything ends after "Stop active link processing - On Control.

 

Now here is where it really gets interesting.  This happens on two PCs,
including my own.  Mine is XP and the other, Win 7. But the sequence
works fine on a third machine (Win 7), and it works OK on Mid Tier. The
sequence completes, the Crystal Report displays, and the Active Link Log
shows all the links firing.  If I log on to the third machine it works
OK for me, so it is the machine, not the person.

 

The WUT in the two machines that fail is 7.6.03. In the one that works
it is 7.1 p 004.

 

Is there some problem with the 7.6 WUT and Commits?

 

Dwayne Martin

James Madison University

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Re: SSI 7.6.04 64 bit vs 32 bit questions

[Walters, Mark]

No, the arplugin.exe remains a 32 bit process, the Java plugin server can be 
run using a 64 but JRE I believe.  

Mark


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: 16 March 2011 15:09
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

Thanks Mark,
So if my arplugin.exe is running as [arplugin.exe *32] I can assume I have a 
problem since this process should be running at 64?

Marcelo

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Walters, Mark
Sent: Wednesday, March 16, 2011 10:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

Yes, there are a mix of 32 and 64 bit components, this is true for Windows and 
Unix versions of ARS.  Generally speaking only the server itself and those 
components that link directly to it (CMDB) have been made available as 64 bit 
binaries as they can benefit from the extra memory available to 64 bit 
processes.  Having said that, 7.6.04 also introduced the option to use 64 bit 
versions of Java for the mid-tier and plugin servers I think.

The installer will automatically install the appropriate version of ARS for the 
platform you are running it on - I don't believe you can choose to install the 
32 bit version on 64 bit Windows for example.

An application is either 32 or 64 bit - you can't take a 32 bit exe and force 
it run in any sort of 64 bit mode.

Mark

I work for BMC, I don't speak for them.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: 16 March 2011 14:15
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

I agree, the one that bugs me the most is arplugin.exe; which, if I remember 
correctly from the what's new doc, was supposed to run in 64 bit mode in 7.6.04.

During installation, I did not get the option of 64 versus 32 for anything.
I have gone thru my armonitor file and there is no reference to x64 anywhere. 
How can I force these to run in 64-bit?

Another "minor" issue I'm facing, although I see all processes running, I 
cannot login to the server. I get error "Invalid access to your home path 
'E:\ProgramData\Application Data\AR SYSTEM\home'. Please verify your home path 
location and security permissions."


Marcelo 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Tuesday, March 15, 2011 10:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

That's almost the same as what I see on a clean 7.6.04 stack-by-piece install 
on Windows 3003 R2 x64 with 64-bit java selected everywhere.  My armonitor.exe 
is running 64-bit, not 32, and I don't have arsnmpd.exe or slmcollsvc.exe 
active (collector not installed as a service, arsnmpd throwing an error).  The 
one that really bothers me is that the arplugin.exe is running in 32-bit mode 
even though I explicitly selected 64-bit during the install.

On my Windows 2008 R2 x64 vm where I upgraded the 7.6.03 suite to 7.6.04 with 
64-bit selected everywhere you can, the only difference is that the 
armonitor.exe is in 32-bit mode, probably because it is an upgrade and the 
files remained in the (x86) file structure.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, March 15, 2011 6:08 PM
To: arslist@ARSLIST.ORG
Subject: SSI 7.6.04 64 bit vs 32 bit questions

Just installed the Suite Stack Installer on Win2008/SQL2008. Installation took 
around 1 hour.

Is it normal to see the following processes running in 32 bit mode?
APSVCAE.EXE
ARMONITOR.EXE
ARPLUGIN.EXE
ARSIGNALD.EXE
ARSNMPD.EXE
ARSVCDSP.EXE
PORTMAP.EXE
SLMBRSVC.EXE
SLMCOLLSVC.EXE

The only processes running in 64 bit are:
ARCMDB.EXE
AREMAILD.EXE
ARFLASHD.EXE
ARRECOND.EXE
ARSERVER.EXE

I installed JDK 6.24 64 bit
I installed JRE 6.24 64 bit
I installed JRE 6.24 32 bit (because, as I understood, you need this version to 
run the email engine).

Shouldn't all the other processes run in 64 bit mode?

Thanks,
Marcelo

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BMC Analytics and Siteminder

[Mike Ziniti]

Hi All,

Has anyone successfully integrated Analytics with Siteminder for SSO? If so
did you have to configure group mappings in the LDAP Authentication
configuration? We initially tried to configure just LDAP but our structure
is flat (aka no groups) and SAP/BMC said that groups are needed within LDAP
in order for this to work correctly.

TIA,

Mike

--
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Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: SSI 7.6.04 64 bit vs 32 bit questions

[Martinez, Marcelo A]

Thanks Mark,
So if my arplugin.exe is running as [arplugin.exe *32] I can assume I have a 
problem since this process should be running at 64?

Marcelo

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Walters, Mark
Sent: Wednesday, March 16, 2011 10:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

Yes, there are a mix of 32 and 64 bit components, this is true for Windows and 
Unix versions of ARS.  Generally speaking only the server itself and those 
components that link directly to it (CMDB) have been made available as 64 bit 
binaries as they can benefit from the extra memory available to 64 bit 
processes.  Having said that, 7.6.04 also introduced the option to use 64 bit 
versions of Java for the mid-tier and plugin servers I think.

The installer will automatically install the appropriate version of ARS for the 
platform you are running it on - I don't believe you can choose to install the 
32 bit version on 64 bit Windows for example.

An application is either 32 or 64 bit - you can't take a 32 bit exe and force 
it run in any sort of 64 bit mode.

Mark

I work for BMC, I don't speak for them.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: 16 March 2011 14:15
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

I agree, the one that bugs me the most is arplugin.exe; which, if I remember 
correctly from the what's new doc, was supposed to run in 64 bit mode in 7.6.04.

During installation, I did not get the option of 64 versus 32 for anything.
I have gone thru my armonitor file and there is no reference to x64 anywhere. 
How can I force these to run in 64-bit?

Another "minor" issue I'm facing, although I see all processes running, I 
cannot login to the server. I get error "Invalid access to your home path 
'E:\ProgramData\Application Data\AR SYSTEM\home'. Please verify your home path 
location and security permissions."


Marcelo 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Tuesday, March 15, 2011 10:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

That's almost the same as what I see on a clean 7.6.04 stack-by-piece install 
on Windows 3003 R2 x64 with 64-bit java selected everywhere.  My armonitor.exe 
is running 64-bit, not 32, and I don't have arsnmpd.exe or slmcollsvc.exe 
active (collector not installed as a service, arsnmpd throwing an error).  The 
one that really bothers me is that the arplugin.exe is running in 32-bit mode 
even though I explicitly selected 64-bit during the install.

On my Windows 2008 R2 x64 vm where I upgraded the 7.6.03 suite to 7.6.04 with 
64-bit selected everywhere you can, the only difference is that the 
armonitor.exe is in 32-bit mode, probably because it is an upgrade and the 
files remained in the (x86) file structure.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, March 15, 2011 6:08 PM
To: arslist@ARSLIST.ORG
Subject: SSI 7.6.04 64 bit vs 32 bit questions

Just installed the Suite Stack Installer on Win2008/SQL2008. Installation took 
around 1 hour.

Is it normal to see the following processes running in 32 bit mode?
APSVCAE.EXE
ARMONITOR.EXE
ARPLUGIN.EXE
ARSIGNALD.EXE
ARSNMPD.EXE
ARSVCDSP.EXE
PORTMAP.EXE
SLMBRSVC.EXE
SLMCOLLSVC.EXE

The only processes running in 64 bit are:
ARCMDB.EXE
AREMAILD.EXE
ARFLASHD.EXE
ARRECOND.EXE
ARSERVER.EXE

I installed JDK 6.24 64 bit
I installed JRE 6.24 64 bit
I installed JRE 6.24 32 bit (because, as I understood, you need this version to 
run the email engine).

Shouldn't all the other processes run in 64 bit mode?

Thanks,
Marcelo

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Re: ARInside 3.0.2 released

[Murnane, Phil]

John, et al:

It appears that the arinside.org web site is down?  Just trying to download the 
latest version.

Thanks for all your hard work on our behalf!
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Conny Martin
Sent: Friday, March 04, 2011 14:38
To: arslist@ARSLIST.ORG
Subject: AW: ARInside 3.0.2 released

**
good job!!!

It has become really fast on documenting large installations.

Kind Regards Conny


Von: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] Im Auftrag von Luthgers, John
Gesendet: Dienstag, 1. März 2011 12:32
An: arslist@ARSLIST.ORG
Betreff: ARInside 3.0.2 released
**
Hello all,

Do you know ARInside? I hope so. For those who don't: ARInside is a free 
open-source utility to create a static html documentation of your AR-Server. If 
you need something to quickly browse through your workflow, ARInside might be 
worth a try.

Today I'm pleased to announce the release of ARInside 3.0.2. It has some new 
features, lots of bugfixes and other improvements.

Just to name a few:
- documentation improvements
- 64-bit platform support
- experimental support for Solaris and AIX
- basic ARS 7.6.x support
- huge performance plus on big installations

Please check the "What's New" page at 
http://arinside.org/wiki/ARInsideWhatsNew302 to learn more about it.

I hope the new version is helpful to some of you. The download is available at 
http://arinside.org.

As always I'm looking for new ideas or suggestions. You can send me a mail, use 
the arinside-misc-list or open a ticket at http://arinside.org/newticket. Thank 
you.


John


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Re: SSI 7.6.04 64 bit vs 32 bit questions

[Walters, Mark]

Yes, there are a mix of 32 and 64 bit components, this is true for Windows and 
Unix versions of ARS.  Generally speaking only the server itself and those 
components that link directly to it (CMDB) have been made available as 64 bit 
binaries as they can benefit from the extra memory available to 64 bit 
processes.  Having said that, 7.6.04 also introduced the option to use 64 bit 
versions of Java for the mid-tier and plugin servers I think.

The installer will automatically install the appropriate version of ARS for the 
platform you are running it on - I don't believe you can choose to install the 
32 bit version on 64 bit Windows for example.

An application is either 32 or 64 bit - you can't take a 32 bit exe and force 
it run in any sort of 64 bit mode.

Mark

I work for BMC, I don't speak for them.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: 16 March 2011 14:15
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

I agree, the one that bugs me the most is arplugin.exe; which, if I remember 
correctly from the what's new doc, was supposed to run in 64 bit mode in 7.6.04.

During installation, I did not get the option of 64 versus 32 for anything.
I have gone thru my armonitor file and there is no reference to x64 anywhere. 
How can I force these to run in 64-bit?

Another "minor" issue I'm facing, although I see all processes running, I 
cannot login to the server. I get error "Invalid access to your home path 
'E:\ProgramData\Application Data\AR SYSTEM\home'. Please verify your home path 
location and security permissions."


Marcelo 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Tuesday, March 15, 2011 10:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

That's almost the same as what I see on a clean 7.6.04 stack-by-piece install 
on Windows 3003 R2 x64 with 64-bit java selected everywhere.  My armonitor.exe 
is running 64-bit, not 32, and I don't have arsnmpd.exe or slmcollsvc.exe 
active (collector not installed as a service, arsnmpd throwing an error).  The 
one that really bothers me is that the arplugin.exe is running in 32-bit mode 
even though I explicitly selected 64-bit during the install.

On my Windows 2008 R2 x64 vm where I upgraded the 7.6.03 suite to 7.6.04 with 
64-bit selected everywhere you can, the only difference is that the 
armonitor.exe is in 32-bit mode, probably because it is an upgrade and the 
files remained in the (x86) file structure.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, March 15, 2011 6:08 PM
To: arslist@ARSLIST.ORG
Subject: SSI 7.6.04 64 bit vs 32 bit questions

Just installed the Suite Stack Installer on Win2008/SQL2008. Installation took 
around 1 hour.

Is it normal to see the following processes running in 32 bit mode?
APSVCAE.EXE
ARMONITOR.EXE
ARPLUGIN.EXE
ARSIGNALD.EXE
ARSNMPD.EXE
ARSVCDSP.EXE
PORTMAP.EXE
SLMBRSVC.EXE
SLMCOLLSVC.EXE

The only processes running in 64 bit are:
ARCMDB.EXE
AREMAILD.EXE
ARFLASHD.EXE
ARRECOND.EXE
ARSERVER.EXE

I installed JDK 6.24 64 bit
I installed JRE 6.24 64 bit
I installed JRE 6.24 32 bit (because, as I understood, you need this version to 
run the email engine).

Shouldn't all the other processes run in 64 bit mode?

Thanks,
Marcelo

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Re: SSI 7.6.04 64 bit vs 32 bit questions

[strauss]

Welcome to Vista Server.  You only _think_ that you have permission to the file 
space.  The BMC installers try to tuck their read/write paths into some of the 
worst places, since they only have access to what your logged-in account can 
see/do.

My practice on installs on 2008 R2 WAS to do as follows:

Log in for all installs with a domain user account that was a local admin; on 
2008 R2 it worked better if the account was also a domain admin.  This account 
was also a user in the SQL Server 2008 instance, since it became the account 
that ran the ARS Service and was the dbo for the ARSystem db.

On the AR Server, I create a C:\Home directory and give Full rights to that 
same user.  Then I use that for User Tool, Developer Studio, and DataImportTool
Paths for home directories
BMC Remedy Developer Studio Home: C:\Home\DeveloperStudio
BMC Remedy Data Import workspace: C:\Home\DataImportTool
BMC Remedy User Home Directory:   C:\Home

I also created the BMC Software directories for the installation and gave Full 
permissions to the service account as well:
Create D:\Program Files\BMC Software with Full Control for 
Create D:\Program Files (x86)\BMC Software with Full Control 
for 

Without that, you will find that you cannot edit any of the .cfg files manually 
after the installation, among other things.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, March 16, 2011 9:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

I agree, the one that bugs me the most is arplugin.exe; which, if I remember 
correctly from the what's new doc, was supposed to run in 64 bit mode in 7.6.04.

During installation, I did not get the option of 64 versus 32 for anything.
I have gone thru my armonitor file and there is no reference to x64 anywhere. 
How can I force these to run in 64-bit?

Another "minor" issue I'm facing, although I see all processes running, I 
cannot login to the server. I get error "Invalid access to your home path 
'E:\ProgramData\Application Data\AR SYSTEM\home'. Please verify your home path 
location and security permissions."


Marcelo 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Tuesday, March 15, 2011 10:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

That's almost the same as what I see on a clean 7.6.04 stack-by-piece install 
on Windows 3003 R2 x64 with 64-bit java selected everywhere.  My armonitor.exe 
is running 64-bit, not 32, and I don't have arsnmpd.exe or slmcollsvc.exe 
active (collector not installed as a service, arsnmpd throwing an error).  The 
one that really bothers me is that the arplugin.exe is running in 32-bit mode 
even though I explicitly selected 64-bit during the install.

On my Windows 2008 R2 x64 vm where I upgraded the 7.6.03 suite to 7.6.04 with 
64-bit selected everywhere you can, the only difference is that the 
armonitor.exe is in 32-bit mode, probably because it is an upgrade and the 
files remained in the (x86) file structure.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, March 15, 2011 6:08 PM
To: arslist@ARSLIST.ORG
Subject: SSI 7.6.04 64 bit vs 32 bit questions

Just installed the Suite Stack Installer on Win2008/SQL2008. Installation took 
around 1 hour.

Is it normal to see the following processes running in 32 bit mode?
APSVCAE.EXE
ARMONITOR.EXE
ARPLUGIN.EXE
ARSIGNALD.EXE
ARSNMPD.EXE
ARSVCDSP.EXE
PORTMAP.EXE
SLMBRSVC.EXE
SLMCOLLSVC.EXE

The only processes running in 64 bit are:
ARCMDB.EXE
AREMAILD.EXE
ARFLASHD.EXE
ARRECOND.EXE
ARSERVER.EXE

I installed JDK 6.24 64 bit
I installed JRE 6.24 64 bit
I installed JRE 6.24 32 bit (because, as I understood, you need this version to 
run the email engine).

Shouldn't all the other processes run in 64 bit mode?

Thanks,
Marcelo

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Midtier Problem

[Oyefeso, Bola]

We are currently experimenting with Midtier and it operates on WebSphere
with other web applications.  Each time any of the applications goes
down, the server team will have to restart WebSphere.  The problem we
are having is that all the applications will come back up except Remedy.
Does anyone have an idea how to correct this permanently?  Or, is there
a better and stable application server that anyone can recommend?

Thank you in advance for your assistance.

 

 


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Re: SSI 7.6.04 64 bit vs 32 bit questions

[strauss]

I looked at a 64-bit install of 7.6.03 this morning on Win2K3 R2 x64 and it is 
identical to the 7.6.04 Win2K3 R2 x64 machine I looked at last night - the 
armonitor.exe is running as a 64-bit process, and all the others match as well. 
 The same is true for the ARS 7.6.04 processes on my staging server, where only 
the AR Server has been upgraded from ARS 7.1 to 7.6.04; armonitor and arserver 
are both running as 64-bit processes.

I don't know why armonitor.exe is running as a 32-bit process on Win2K8 R2 x64; 
that machine was upgraded from ARS 7.5 to 7.6.03, then 7.6.04, but so was one 
Win2K3 R2 x64 machine that I looked at this morning (from ARS 7.5 to 7.6.03).  
Since all of them are starting the arserver.exe in x64 mode properly, maybe it 
does not matter, but it does make you wonder why there are discrepancies 
between systems where 64-bit was selected wherever possible during the 
installation.  I no longer have any other 2008 R2 systems to compare, since I 
have reverted all but the VM to 2003 R2 in light of the incompatibility of the 
Alarmpoint java client.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of vikram_k
Sent: Wednesday, March 16, 2011 3:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

hi,

As far as I understand at least armonitor.exe needs to be 64x there might be
some issue here not sure exactly what but will be good idea to have a talk
with BMC Support on inquiry bases.

Also is everything working fine means is armonitor.exe initiating the
arserver  which is 64x process properly?

thanks,
Vikram

strauss-2 wrote:
> 
> That's almost the same as what I see on a clean 7.6.04 stack-by-piece
> install on Windows 3003 R2 x64 with 64-bit java selected everywhere.  My
> armonitor.exe is running 64-bit, not 32, and I don't have arsnmpd.exe or
> slmcollsvc.exe active (collector not installed as a service, arsnmpd
> throwing an error).  The one that really bothers me is that the
> arplugin.exe is running in 32-bit mode even though I explicitly selected
> 64-bit during the install.
> 
> On my Windows 2008 R2 x64 vm where I upgraded the 7.6.03 suite to 7.6.04
> with 64-bit selected everywhere you can, the only difference is that the
> armonitor.exe is in 32-bit mode, probably because it is an upgrade and the
> files remained in the (x86) file structure.
> 
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
> Sent: Tuesday, March 15, 2011 6:08 PM
> To: arslist@ARSLIST.ORG
> Subject: SSI 7.6.04 64 bit vs 32 bit questions
> 
> Just installed the Suite Stack Installer on Win2008/SQL2008. Installation
> took around 1 hour.
> 
> Is it normal to see the following processes running in 32 bit mode?
> APSVCAE.EXE
> ARMONITOR.EXE
> ARPLUGIN.EXE
> ARSIGNALD.EXE
> ARSNMPD.EXE
> ARSVCDSP.EXE
> PORTMAP.EXE
> SLMBRSVC.EXE
> SLMCOLLSVC.EXE
> 
> The only processes running in 64 bit are:
> ARCMDB.EXE
> AREMAILD.EXE
> ARFLASHD.EXE
> ARRECOND.EXE
> ARSERVER.EXE
> 
> I installed JDK 6.24 64 bit
> I installed JRE 6.24 64 bit
> I installed JRE 6.24 32 bit (because, as I understood, you need this
> version to run the email engine).
> 
> Shouldn't all the other processes run in 64 bit mode?
> 
> Thanks,
> Marcelo
> 
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Re: SSI 7.6.04 64 bit vs 32 bit questions

[Martinez, Marcelo A]

I agree, the one that bugs me the most is arplugin.exe; which, if I remember 
correctly from the what's new doc, was supposed to run in 64 bit mode in 7.6.04.

During installation, I did not get the option of 64 versus 32 for anything.
I have gone thru my armonitor file and there is no reference to x64 anywhere. 
How can I force these to run in 64-bit?

Another "minor" issue I'm facing, although I see all processes running, I 
cannot login to the server. I get error "Invalid access to your home path 
'E:\ProgramData\Application Data\AR SYSTEM\home'. Please verify your home path 
location and security permissions."


Marcelo 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Tuesday, March 15, 2011 10:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSI 7.6.04 64 bit vs 32 bit questions

That's almost the same as what I see on a clean 7.6.04 stack-by-piece install 
on Windows 3003 R2 x64 with 64-bit java selected everywhere.  My armonitor.exe 
is running 64-bit, not 32, and I don't have arsnmpd.exe or slmcollsvc.exe 
active (collector not installed as a service, arsnmpd throwing an error).  The 
one that really bothers me is that the arplugin.exe is running in 32-bit mode 
even though I explicitly selected 64-bit during the install.

On my Windows 2008 R2 x64 vm where I upgraded the 7.6.03 suite to 7.6.04 with 
64-bit selected everywhere you can, the only difference is that the 
armonitor.exe is in 32-bit mode, probably because it is an upgrade and the 
files remained in the (x86) file structure.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, March 15, 2011 6:08 PM
To: arslist@ARSLIST.ORG
Subject: SSI 7.6.04 64 bit vs 32 bit questions

Just installed the Suite Stack Installer on Win2008/SQL2008. Installation took 
around 1 hour.

Is it normal to see the following processes running in 32 bit mode?
APSVCAE.EXE
ARMONITOR.EXE
ARPLUGIN.EXE
ARSIGNALD.EXE
ARSNMPD.EXE
ARSVCDSP.EXE
PORTMAP.EXE
SLMBRSVC.EXE
SLMCOLLSVC.EXE

The only processes running in 64 bit are:
ARCMDB.EXE
AREMAILD.EXE
ARFLASHD.EXE
ARRECOND.EXE
ARSERVER.EXE

I installed JDK 6.24 64 bit
I installed JRE 6.24 64 bit
I installed JRE 6.24 32 bit (because, as I understood, you need this version to 
run the email engine).

Shouldn't all the other processes run in 64 bit mode?

Thanks,
Marcelo

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Re: Active Link sequence dies after Commit

[LJ LongWing]

Dwayne,

Yes, there is a bug with the 7.6.3 client regarding commit actions.  The bug
is specifically related to doing a commit when no fields that have
'changed'.this meaning fields that have the 'disable change flag set don't
count'.in this scenario it says its performing the commit, but doesn't fire
any of the filters, and also doesn't fire any workflow AFTER the commit
action.  I have a bug open with BMC regarding this.  To fix you need to
ensure 'something' changes..create a tmp field and set it to something, then
do the commit.everything works fine in that scenario.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martin, Dwayne - martinrd
Sent: Wednesday, March 16, 2011 6:41 AM
To: arslist@ARSLIST.ORG
Subject: Active Link sequence dies after Commit

 

** 

Dear List,

 

We have a sequence of 9 Active Links that have worked for years. The first
one does a Commit, and the final one opens a Crystal Report.  Yesterday
morning the sequence worked the first time we tried it, but suddenly it
stopped.

 

The Active Link log shows the first Link doing the Commit, then 

--1-- Start active link processing -- Operation - On Modify

and

--1-- Stop active link processing - On Modify

...

 Stop active link processing - On Control

 /* Wed Mar 16 2011 08:13:40 */

 Workflow Trace Log -- OFF

 

Just for debugging I added a message after the Commit, and it does not fire.
Everything ends after "Stop active link processing - On Control.

 

Now here is where it really gets interesting.  This happens on two PCs,
including my own.  Mine is XP and the other, Win 7. But the sequence works
fine on a third machine (Win 7), and it works OK on Mid Tier. The sequence
completes, the Crystal Report displays, and the Active Link Log shows all
the links firing.  If I log on to the third machine it works OK for me, so
it is the machine, not the person.

 

The WUT in the two machines that fail is 7.6.03. In the one that works it is
7.1 p 004.

 

Is there some problem with the 7.6 WUT and Commits?

 

Dwayne Martin

James Madison University

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


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Re: Active Link sequence dies after Commit

[Walters, Mark]

Possible corruption of the local cache (.arf/.arv) files?  Open the Accounts, 
Users screen from the User Tool login dialog window and change the HOME 
directory for the user to a new location - c:\temp for example.  This will 
cause the User Tool to get new cache files from the server.

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 Martin, Dwayne - martinrd
Sent: 16 March 2011 13:44
To: arslist@ARSLIST.ORG
Subject: Re: Active Link sequence dies after Commit

Thanks, Misi.  There is a message and 7 links that should fire but don't, 
before getting to the Crystal Report, so I don't THINK the CR is the problem.  
But I could be wrong.

Thanks again,
Dwayne

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Wednesday, March 16, 2011 9:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Active Link sequence dies after Commit

Hi,

I have seen a similar thing at a customer site, where the workaround was to 
embed the CR:s in Macros, which in turn was embedded in ACTL:s.

It did not work to have the CR in the Report-form and then calling it from a 
Window Open action.

Unfortunately, BMC could never reproduce this, and we are still living with 
this problem...

I am not 100% sure, but I think the problem started in 6.3, and we are now on 
7.1 at that site.

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.

> Dear List,
>
> We have a sequence of 9 Active Links that have worked for years. The 
> first one does a Commit, and the final one opens a Crystal Report.  
> Yesterday morning the sequence worked the first time we tried it, but 
> suddenly it stopped.
>
> The Active Link log shows the first Link doing the Commit, then
> --1-- Start active link processing -- Operation - On Modify and
> --1-- Stop active link processing - On Modify ...
>  Stop active link processing - On Control  /* Wed Mar 16 
> 2011 08:13:40 */  Workflow Trace Log -- OFF
>
> Just for debugging I added a message after the Commit, and it does not 
> fire.  Everything ends after "Stop active link processing - On Control.
>
> Now here is where it really gets interesting.  This happens on two 
> PCs, including my own.  Mine is XP and the other, Win 7. But the 
> sequence works fine on a third machine (Win 7), and it works OK on Mid 
> Tier. The sequence completes, the Crystal Report displays, and the 
> Active Link Log shows all the links firing.  If I log on to the third 
> machine it works OK for me, so it is the machine, not the person.
>
> The WUT in the two machines that fail is 7.6.03. In the one that works 
> it is 7.1 p 004.
>
> Is there some problem with the 7.6 WUT and Commits?
>
> Dwayne Martin
> James Madison University
>
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Re: Active Link sequence dies after Commit

[Martin, Dwayne - martinrd]

Thanks, Misi.  There is a message and 7 links that should fire but don't, 
before getting to the Crystal Report, so I don't THINK the CR is the problem.  
But I could be wrong.

Thanks again,
Dwayne

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Wednesday, March 16, 2011 9:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Active Link sequence dies after Commit

Hi,

I have seen a similar thing at a customer site, where the workaround was
to embed the CR:s in Macros, which in turn was embedded in ACTL:s.

It did not work to have the CR in the Report-form and then calling it from
a Window Open action.

Unfortunately, BMC could never reproduce this, and we are still living
with this problem...

I am not 100% sure, but I think the problem started in 6.3, and we are now
on 7.1 at that site.

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.

> Dear List,
>
> We have a sequence of 9 Active Links that have worked for years. The first
> one does a Commit, and the final one opens a Crystal Report.  Yesterday
> morning the sequence worked the first time we tried it, but suddenly it
> stopped.
>
> The Active Link log shows the first Link doing the Commit, then
> --1-- Start active link processing -- Operation - On Modify
> and
> --1-- Stop active link processing - On Modify
> ...
>  Stop active link processing - On Control
>  /* Wed Mar 16 2011 08:13:40 */
>  Workflow Trace Log -- OFF
>
> Just for debugging I added a message after the Commit, and it does not
> fire.  Everything ends after "Stop active link processing - On Control.
>
> Now here is where it really gets interesting.  This happens on two PCs,
> including my own.  Mine is XP and the other, Win 7. But the sequence works
> fine on a third machine (Win 7), and it works OK on Mid Tier. The sequence
> completes, the Crystal Report displays, and the Active Link Log shows all
> the links firing.  If I log on to the third machine it works OK for me, so
> it is the machine, not the person.
>
> The WUT in the two machines that fail is 7.6.03. In the one that works it
> is 7.1 p 004.
>
> Is there some problem with the 7.6 WUT and Commits?
>
> Dwayne Martin
> James Madison University
>
> ___
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Require Worklog Change

[Mayfield, Andy L.]

I would like to force a worklog entry on a form anytime the assigned group 
changes.

I wanted to get opinions on the best way to accomplish this.

I was thinking you would use a filter with a "Run If" like:   TR.Assigned Group 
!= $NULL$   AND  TR.Worklog = $NULL$

But I wasn't sure if this would be the best way. I thought I remember seeing 
this on the list before, but I didn't have any luck searching for it.

Andy L. Mayfield
Sr. SCADA Operation Center Technician
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140

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Re: Active Link sequence dies after Commit

[Misi Mladoniczky]

Hi,

I have seen a similar thing at a customer site, where the workaround was
to embed the CR:s in Macros, which in turn was embedded in ACTL:s.

It did not work to have the CR in the Report-form and then calling it from
a Window Open action.

Unfortunately, BMC could never reproduce this, and we are still living
with this problem...

I am not 100% sure, but I think the problem started in 6.3, and we are now
on 7.1 at that site.

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.

> Dear List,
>
> We have a sequence of 9 Active Links that have worked for years. The first
> one does a Commit, and the final one opens a Crystal Report.  Yesterday
> morning the sequence worked the first time we tried it, but suddenly it
> stopped.
>
> The Active Link log shows the first Link doing the Commit, then
> --1-- Start active link processing -- Operation - On Modify
> and
> --1-- Stop active link processing - On Modify
> ...
>  Stop active link processing - On Control
>  /* Wed Mar 16 2011 08:13:40 */
>  Workflow Trace Log -- OFF
>
> Just for debugging I added a message after the Commit, and it does not
> fire.  Everything ends after "Stop active link processing - On Control.
>
> Now here is where it really gets interesting.  This happens on two PCs,
> including my own.  Mine is XP and the other, Win 7. But the sequence works
> fine on a third machine (Win 7), and it works OK on Mid Tier. The sequence
> completes, the Crystal Report displays, and the Active Link Log shows all
> the links firing.  If I log on to the third machine it works OK for me, so
> it is the machine, not the person.
>
> The WUT in the two machines that fail is 7.6.03. In the one that works it
> is 7.1 p 004.
>
> Is there some problem with the 7.6 WUT and Commits?
>
> Dwayne Martin
> James Madison University
>
> ___
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Active Link sequence dies after Commit

[Martin, Dwayne - martinrd]

Dear List,

We have a sequence of 9 Active Links that have worked for years. The first one 
does a Commit, and the final one opens a Crystal Report.  Yesterday morning the 
sequence worked the first time we tried it, but suddenly it stopped.

The Active Link log shows the first Link doing the Commit, then
--1-- Start active link processing -- Operation - On Modify
and
--1-- Stop active link processing - On Modify
...
 Stop active link processing - On Control
 /* Wed Mar 16 2011 08:13:40 */
 Workflow Trace Log -- OFF

Just for debugging I added a message after the Commit, and it does not fire.  
Everything ends after "Stop active link processing - On Control.

Now here is where it really gets interesting.  This happens on two PCs, 
including my own.  Mine is XP and the other, Win 7. But the sequence works fine 
on a third machine (Win 7), and it works OK on Mid Tier. The sequence 
completes, the Crystal Report displays, and the Active Link Log shows all the 
links firing.  If I log on to the third machine it works OK for me, so it is 
the machine, not the person.

The WUT in the two machines that fail is 7.6.03. In the one that works it is 
7.1 p 004.

Is there some problem with the 7.6 WUT and Commits?

Dwayne Martin
James Madison University

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Re: SSI 7.6.04 64 bit vs 32 bit questions

[vikram_k]

hi,

As far as I understand at least armonitor.exe needs to be 64x there might be
some issue here not sure exactly what but will be good idea to have a talk
with BMC Support on inquiry bases.

Also is everything working fine means is armonitor.exe initiating the
arserver  which is 64x process properly?

thanks,
Vikram

strauss-2 wrote:
> 
> That's almost the same as what I see on a clean 7.6.04 stack-by-piece
> install on Windows 3003 R2 x64 with 64-bit java selected everywhere.  My
> armonitor.exe is running 64-bit, not 32, and I don't have arsnmpd.exe or
> slmcollsvc.exe active (collector not installed as a service, arsnmpd
> throwing an error).  The one that really bothers me is that the
> arplugin.exe is running in 32-bit mode even though I explicitly selected
> 64-bit during the install.
> 
> On my Windows 2008 R2 x64 vm where I upgraded the 7.6.03 suite to 7.6.04
> with 64-bit selected everywhere you can, the only difference is that the
> armonitor.exe is in 32-bit mode, probably because it is an upgrade and the
> files remained in the (x86) file structure.
> 
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
> Sent: Tuesday, March 15, 2011 6:08 PM
> To: arslist@ARSLIST.ORG
> Subject: SSI 7.6.04 64 bit vs 32 bit questions
> 
> Just installed the Suite Stack Installer on Win2008/SQL2008. Installation
> took around 1 hour.
> 
> Is it normal to see the following processes running in 32 bit mode?
> APSVCAE.EXE
> ARMONITOR.EXE
> ARPLUGIN.EXE
> ARSIGNALD.EXE
> ARSNMPD.EXE
> ARSVCDSP.EXE
> PORTMAP.EXE
> SLMBRSVC.EXE
> SLMCOLLSVC.EXE
> 
> The only processes running in 64 bit are:
> ARCMDB.EXE
> AREMAILD.EXE
> ARFLASHD.EXE
> ARRECOND.EXE
> ARSERVER.EXE
> 
> I installed JDK 6.24 64 bit
> I installed JRE 6.24 64 bit
> I installed JRE 6.24 32 bit (because, as I understood, you need this
> version to run the email engine).
> 
> Shouldn't all the other processes run in 64 bit mode?
> 
> Thanks,
> Marcelo
> 
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Re: Urgent : Memory allocation to ARS process

[vikram_k]

hi Manish,

Can you search something about the ULIMIT command on Unix or ask your Unix
team to help you on this? if i am not wrong this is the command that you
need to use to change the system default parameters.

kindly post what were the findings so that I can spare the research time. :)

thanks,
Vikram

Manish SINGLA wrote:
> 
> Hello Vikram,
> 
> Following is our system configuration:
> 1. OS HPUX11i
> 2. ARS6.3
> 
> Regards
> Manish
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of vikram_k
> Sent: Wednesday, March 16, 2011 12:06 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Urgent : Memory allocation to ARS process
> 
> hi Manish,
> 
> May i know the platform on which you are running AR Server is it windows?
> if
> yes win64x, win32x also the AR version as i can help in case of windows
> other platforms we need to hunt for the info.
> 
> Thanks,
> Vikram
> 
> Manish SINGLA wrote:
>> 
>> Hello Axton,
>> 
>> Thanks for your response.
>> 
>> We find a pattern when, the memory requirement of ARS increases the
>> threshold limit of 2GB, it stops taking login to application.
>> People/user those who has already logged in could work.
>> 
>> So is the issue we see one of the step to remitence increasing allocated
>> memory to ARServd process.
>> 
>> What is your comments on this?
>> 
>> I couldn't understand how increasing threads make increase of memory, and
>> what should be calculation then for this?
>> 
>> Regards
>> Manish
>> 
>> From: Axton [mailto:axton.gr...@gmail.com]
>> Sent: Tuesday, March 15, 2011 8:32 PM
>> To: arslist@arslist.org
>> Cc: Manish SINGLA
>> Subject: Re: Urgent : Memory allocation to ARS process
>> 
>> These will increase the memory footprint.
>> 
>> Add more concurrent users.
>> Add more threads.
>> Increase the size of the Remedy workflow/data dictionary.
>> 
>> do you just want it to use more memory for the sake of using more memory?
>> On Mon, Mar 14, 2011 at 7:06 AM, Manish SINGLA
>> mailto:manish.sin...@st.com>> wrote:
>> **
>> Hello List,
>> 
>> I find 2GB as standard memory allocation to ARS process, could you please
>> suggest how to increase this memory allocation.
>> 
>> Regards
>> Manish
>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the
>> Answers Are"_
>> 
>> 
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>> 
>> 
> 
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> Nabble.com.
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Re: Urgent : Memory allocation to ARS process

[Manish SINGLA]

Hello Vikram,

Following is our system configuration:
1. OS HPUX11i
2. ARS6.3

Regards
Manish

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of vikram_k
Sent: Wednesday, March 16, 2011 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent : Memory allocation to ARS process

hi Manish,

May i know the platform on which you are running AR Server is it windows? if
yes win64x, win32x also the AR version as i can help in case of windows
other platforms we need to hunt for the info.

Thanks,
Vikram

Manish SINGLA wrote:
> 
> Hello Axton,
> 
> Thanks for your response.
> 
> We find a pattern when, the memory requirement of ARS increases the
> threshold limit of 2GB, it stops taking login to application.
> People/user those who has already logged in could work.
> 
> So is the issue we see one of the step to remitence increasing allocated
> memory to ARServd process.
> 
> What is your comments on this?
> 
> I couldn't understand how increasing threads make increase of memory, and
> what should be calculation then for this?
> 
> Regards
> Manish
> 
> From: Axton [mailto:axton.gr...@gmail.com]
> Sent: Tuesday, March 15, 2011 8:32 PM
> To: arslist@arslist.org
> Cc: Manish SINGLA
> Subject: Re: Urgent : Memory allocation to ARS process
> 
> These will increase the memory footprint.
> 
> Add more concurrent users.
> Add more threads.
> Increase the size of the Remedy workflow/data dictionary.
> 
> do you just want it to use more memory for the sake of using more memory?
> On Mon, Mar 14, 2011 at 7:06 AM, Manish SINGLA
> mailto:manish.sin...@st.com>> wrote:
> **
> Hello List,
> 
> I find 2GB as standard memory allocation to ARS process, could you please
> suggest how to increase this memory allocation.
> 
> Regards
> Manish
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the
> Answers Are"_
> 
> 
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> 

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