ITSM 7.5 Server getting restarted

[Gopal-SRG]

Hi all,
we are having a remedy ITSM 7.5 suite (Trail version).

Now the ARSystem is getting restarted automatically many times and its still
happening.

Any ideas list usershelp me out

Regards,
Gopal


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Re: ITSM 7.5 Server getting restarted

[vikram_k]

hi Gopal,

Can you elaborate on what exactly is happening can you see any server crash
in arerror.log or if you can see any activity on the ar logs. 

What is your system setup?

Thanks,
Vikram

Gopal-SRG wrote:
> 
> Hi all,
> we are having a remedy ITSM 7.5 suite (Trail version).
> 
> Now the ARSystem is getting restarted automatically many times and its
> still happening.
> 
> Any ideas list usershelp me out
> 
> Regards,
> Gopal
> 
> 
> 

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Re: ITSM 7.5 Server getting restarted

[Gopal-SRG]

Hi vikram,
ITSM APP server is installed on UNIX box.There are several application being
hosted on the same box .
The size allocated for our ITSM app is 30G and as of now 14G is free under
the app installed directory.
 Please find attached the arerror file.

regards,
Gopal



vikram_k wrote:
> 
> hi Gopal,
> 
> Can you elaborate on what exactly is happening can you see any server
> crash in arerror.log or if you can see any activity on the ar logs. 
> 
> What is your system setup?
> 
> Thanks,
> Vikram
> 
> Gopal-SRG wrote:
>> 
>> Hi all,
>> we are having a remedy ITSM 7.5 suite (Trail version).
>> 
>> Now the ARSystem is getting restarted automatically many times and its
>> still happening.
>> 
>> Any ideas list usershelp me out
>> 
>> Regards,
>> Gopal
>> 
>> 
>> 
> 
> 
http://old.nabble.com/file/p31285380/arerror.log arerror.log 
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Re: ITSM 7.5 Server getting restarted

[vikram_k]

hi Gopal,

I see a cyclic restart can  you enable the AR logs like SQL API and Thread
logs. Need to see the reason why the server is shutting down also if
possible the armonitor.log.

if you are not able to login to the server to set the logs up in admin
console kindly add the below line in the ar config file

Debug-mode : 17

Thanks,
Vikram

Gopal-SRG wrote:
> 
> Hi vikram,
> ITSM APP server is installed on UNIX box.There are several application
> being hosted on the same box .
> The size allocated for our ITSM app is 30G and as of now 14G is free under
> the app installed directory.
>  Please find attached the arerror file.
> 
> regards,
> Gopal
> 
> 
> 
> vikram_k wrote:
>> 
>> hi Gopal,
>> 
>> Can you elaborate on what exactly is happening can you see any server
>> crash in arerror.log or if you can see any activity on the ar logs. 
>> 
>> What is your system setup?
>> 
>> Thanks,
>> Vikram
>> 
>> Gopal-SRG wrote:
>>> 
>>> Hi all,
>>> we are having a remedy ITSM 7.5 suite (Trail version).
>>> 
>>> Now the ARSystem is getting restarted automatically many times and its
>>> still happening.
>>> 
>>> Any ideas list usershelp me out
>>> 
>>> Regards,
>>> Gopal
>>> 
>>> 
>>> 
>> 
>> 
>  http://old.nabble.com/file/p31285380/arerror.log arerror.log 
> 

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Re: ITSM 7.5 Server getting restarted

[Rick Cook]

Check your plugin server and logs against the settings in your ar.conf
file.

Rick
On Mar 31, 2011 6:39 AM, "vikram_k"  wrote:
> hi Gopal,
>
> I see a cyclic restart can you enable the AR logs like SQL API and Thread
> logs. Need to see the reason why the server is shutting down also if
> possible the armonitor.log.
>
> if you are not able to login to the server to set the logs up in admin
> console kindly add the below line in the ar config file
>
> Debug-mode : 17
>
> Thanks,
> Vikram
>
> Gopal-SRG wrote:
>>
>> Hi vikram,
>> ITSM APP server is installed on UNIX box.There are several application
>> being hosted on the same box .
>> The size allocated for our ITSM app is 30G and as of now 14G is free
under
>> the app installed directory.
>> Please find attached the arerror file.
>>
>> regards,
>> Gopal
>>
>>
>>
>> vikram_k wrote:
>>>
>>> hi Gopal,
>>>
>>> Can you elaborate on what exactly is happening can you see any server
>>> crash in arerror.log or if you can see any activity on the ar logs.
>>>
>>> What is your system setup?
>>>
>>> Thanks,
>>> Vikram
>>>
>>> Gopal-SRG wrote:

 Hi all,
 we are having a remedy ITSM 7.5 suite (Trail version).

 Now the ARSystem is getting restarted automatically many times and its
 still happening.

 Any ideas list usershelp me out

 Regards,
 Gopal



>>>
>>>
>> http://old.nabble.com/file/p31285380/arerror.log arerror.log
>>
>
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Nabble.com.
>
>
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Re: Developer Studio and Radio Button Height

[Thakur, Ashish]

To correct the height try below steps.

1.   Change the Label Location property to Top

2.   Change the Label Location property to Left

3.   Align /size field if required

Thanks and Regards,
Ashish




The opinions, statements, and/or suggested courses of action expressed in

this E-mail do not necessarily reflect those of BMC Software, Inc.  My

voluntary participation in this forum is not intended to convey a role as a

spokesperson, liaison or public relations representative for BMC Software,

Inc.


From: Joe Martin D'Souza [mailto:jdso...@shyle.net]
Sent: Thursday, March 31, 2011 6:20 AM
Subject: Re: Developer Studio and Radio Button Height

**

I do not recall seeing it on 7.6.03 but then I was working on that version for 
a very short time before stepping up to 7.6.04. I’ll try it on 7.6.04 and let 
you guys know if that problem still exists but I could swear it was fixed after 
some of the initial patches of 7.5.

Joe



From: Lyle Taylor
Sent: Wednesday, March 30, 2011 3:01 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Developer Studio and Radio Button Height

**
I’m using 7.6.03.  Like Andrew, I see this when I try to align and size things 
similarly using the toolbar buttons.  I haven’t yet tried fiddling with the 
other properties to see if it would pop back, though.  I’ll give that a try.

Thanks,
Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Fremont
Sent: Wednesday, March 30, 2011 11:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Developer Studio and Radio Button Height

** I'm having the same issue on the selection field on DS 7.5. P004
This happen on selecting multiple fields then using the "Align Left" and "Size 
Label" button from the menu bar.

To restore the hight on the selection fields, I have to change some of the 
display properties on width, alignment...
On Tue, Mar 29, 2011 at 9:24 PM, Joe Martin D'Souza 
mailto:jdso...@shyle.net>> wrote:
**
What version of the studio are you on?

I used to have this problem on the very early versions of the Studio and found 
it frustrating as well.. It was then later corrected on later versions..

Joe

From: Lyle Taylor
Sent: Tuesday, March 29, 2011 8:24 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Developer Studio and Radio Button Height

**
Hi All,

I’m having a problem with DS where when I modify the layout of a radio button, 
it changes the height to 14 pixels, which cuts off the lower portion of the 
radio button.  The height property for the field is grayed out, so I can’t 
adjust it back to something reasonable.  Has anyone else had this problem?  Any 
idea how to fix it?

Thanks,
Lyle Taylor


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may contain confidential and privileged information. Any unauthorized review, 
use, disclosure or distribution is prohibited. If you are not the intended 
recipient, please contact the sender by reply email and destroy all copies of 
the original message.
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Re: ITSM 7.5 Server getting restarted

[Gopal-SRG]

hi vikram,
PFA the logs in a zipped folder.
It contains armonitor, arsql and arjavaplugin log files.
Not able to take the thread/API log as i am not able to login to the server.

Please do the need ful.
Regards,
Gopal


vikram_k wrote:
> 
> hi Gopal,
> 
> I see a cyclic restart can  you enable the AR logs like SQL API and Thread
> logs. Need to see the reason why the server is shutting down also if
> possible the armonitor.log.
> 
> if you are not able to login to the server to set the logs up in admin
> console kindly add the below line in the ar config file
> 
> Debug-mode : 17
> 
> Thanks,
> Vikram
> 
> Gopal-SRG wrote:
>> 
>> Hi vikram,
>> ITSM APP server is installed on UNIX box.There are several application
>> being hosted on the same box .
>> The size allocated for our ITSM app is 30G and as of now 14G is free
>> under the app installed directory.
>>  Please find attached the arerror file.
>> 
>> regards,
>> Gopal
>> 
>> 
>> 
>> vikram_k wrote:
>>> 
>>> hi Gopal,
>>> 
>>> Can you elaborate on what exactly is happening can you see any server
>>> crash in arerror.log or if you can see any activity on the ar logs. 
>>> 
>>> What is your system setup?
>>> 
>>> Thanks,
>>> Vikram
>>> 
>>> Gopal-SRG wrote:
 
 Hi all,
 we are having a remedy ITSM 7.5 suite (Trail version).
 
 Now the ARSystem is getting restarted automatically many times and its
 still happening.
 
 Any ideas list usershelp me out
 
 Regards,
 Gopal
 
 
 
>>> 
>>> 
>>  http://old.nabble.com/file/p31285380/arerror.log arerror.log 
>> 
> 
> 
http://old.nabble.com/file/p31285695/arLogs.zip arLogs.zip 
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New version of ARSmarts 2.7

[Support]

**


  
  
Hello List,

Please note that we released a new build of ARSmarts 2.7 beta (build
248).  This build is available for download on the ARSmarts website
(www.arsmarts.com).

This new build contains a number of bug fixes.

Best regards.

Kaïs
kais.albas...@arsmarts.com
  

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Re: ITSM 7.5 Server getting restarted

[vikram_k]

hi ,

The logs are not in sync so difficult to know whats going wrong. 

Did u put the Debug-mode : 17; line in your ar.conf file and then start the
server it will automatically generate the AR SQL, AR API and AR Thread logs.
also make sure you attach the files that are from the same time span so its
easy to co relate.

Thanks,
Vikram

Gopal-SRG wrote:
> 
> hi vikram,
> PFA the logs in a zipped folder.
> It contains armonitor, arsql and arjavaplugin log files.
> Not able to take the thread/API log as i am not able to login to the
> server.
> 
> Please do the need ful.
> Regards,
> Gopal
> 
> 
> vikram_k wrote:
>> 
>> hi Gopal,
>> 
>> I see a cyclic restart can  you enable the AR logs like SQL API and
>> Thread logs. Need to see the reason why the server is shutting down also
>> if possible the armonitor.log.
>> 
>> if you are not able to login to the server to set the logs up in admin
>> console kindly add the below line in the ar config file
>> 
>> Debug-mode : 17
>> 
>> Thanks,
>> Vikram
>> 
>> Gopal-SRG wrote:
>>> 
>>> Hi vikram,
>>> ITSM APP server is installed on UNIX box.There are several application
>>> being hosted on the same box .
>>> The size allocated for our ITSM app is 30G and as of now 14G is free
>>> under the app installed directory.
>>>  Please find attached the arerror file.
>>> 
>>> regards,
>>> Gopal
>>> 
>>> 
>>> 
>>> vikram_k wrote:
 
 hi Gopal,
 
 Can you elaborate on what exactly is happening can you see any server
 crash in arerror.log or if you can see any activity on the ar logs. 
 
 What is your system setup?
 
 Thanks,
 Vikram
 
 Gopal-SRG wrote:
> 
> Hi all,
> we are having a remedy ITSM 7.5 suite (Trail version).
> 
> Now the ARSystem is getting restarted automatically many times and its
> still happening.
> 
> Any ideas list usershelp me out
> 
> Regards,
> Gopal
> 
> 
> 
 
 
>>>  http://old.nabble.com/file/p31285380/arerror.log arerror.log 
>>> 
>> 
>> 
>  http://old.nabble.com/file/p31285695/arLogs.zip arLogs.zip 
> 

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Re: ITSM 7.5 Server getting restarted

[Gopal-SRG]

Hi vikram,
I have put up the debug mode as 17 and restarted the server, but AR Thread
log is not generated only ar sql . ar api, ar monitor and arerror .
 i have attached the same in zipped format.
Please do the needful

vikram_k wrote:
> 
> hi ,
> 
> The logs are not in sync so difficult to know whats going wrong. 
> 
> Did u put the Debug-mode : 17; line in your ar.conf file and then start
> the server it will automatically generate the AR SQL, AR API and AR Thread
> logs. also make sure you attach the files that are from the same time span
> so its easy to co relate.
> 
> Thanks,
> Vikram
> 
> Gopal-SRG wrote:
>> 
>> hi vikram,
>> PFA the logs in a zipped folder.
>> It contains armonitor, arsql and arjavaplugin log files.
>> Not able to take the thread/API log as i am not able to login to the
>> server.
>> 
>> Please do the need ful.
>> Regards,
>> Gopal
>> 
>> 
>> vikram_k wrote:
>>> 
>>> hi Gopal,
>>> 
>>> I see a cyclic restart can  you enable the AR logs like SQL API and
>>> Thread logs. Need to see the reason why the server is shutting down also
>>> if possible the armonitor.log.
>>> 
>>> if you are not able to login to the server to set the logs up in admin
>>> console kindly add the below line in the ar config file
>>> 
>>> Debug-mode : 17
>>> 
>>> Thanks,
>>> Vikram
>>> 
>>> Gopal-SRG wrote:
 
 Hi vikram,
 ITSM APP server is installed on UNIX box.There are several application
 being hosted on the same box .
 The size allocated for our ITSM app is 30G and as of now 14G is free
 under the app installed directory.
  Please find attached the arerror file.
 
 regards,
 Gopal
 
 
 
 vikram_k wrote:
> 
> hi Gopal,
> 
> Can you elaborate on what exactly is happening can you see any server
> crash in arerror.log or if you can see any activity on the ar logs. 
> 
> What is your system setup?
> 
> Thanks,
> Vikram
> 
> Gopal-SRG wrote:
>> 
>> Hi all,
>> we are having a remedy ITSM 7.5 suite (Trail version).
>> 
>> Now the ARSystem is getting restarted automatically many times and
>> its still happening.
>> 
>> Any ideas list usershelp me out
>> 
>> Regards,
>> Gopal
>> 
>> 
>> 
> 
> 
  http://old.nabble.com/file/p31285380/arerror.log arerror.log 
 
>>> 
>>> 
>>  http://old.nabble.com/file/p31285695/arLogs.zip arLogs.zip 
>> 
> 
> 
http://old.nabble.com/file/p31285855/ArLogs_DebugMDE_17.zip
ArLogs_DebugMDE_17.zip 
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Re: ITSM 7.5 Server getting restarted

[Gopal-SRG]

Hi Rick,
Can you please elaborate on the things that i hav to check?
I am newbee in this ar.conf department ...:)

Regards,
Gopal

Rick Cook-3 wrote:
> 
> Check your plugin server and logs against the settings in your ar.conf
> file.
> 
> Rick
> On Mar 31, 2011 6:39 AM, "vikram_k"  wrote:
>> hi Gopal,
>>
>> I see a cyclic restart can you enable the AR logs like SQL API and Thread
>> logs. Need to see the reason why the server is shutting down also if
>> possible the armonitor.log.
>>
>> if you are not able to login to the server to set the logs up in admin
>> console kindly add the below line in the ar config file
>>
>> Debug-mode : 17
>>
>> Thanks,
>> Vikram
>>
>> Gopal-SRG wrote:
>>>
>>> Hi vikram,
>>> ITSM APP server is installed on UNIX box.There are several application
>>> being hosted on the same box .
>>> The size allocated for our ITSM app is 30G and as of now 14G is free
> under
>>> the app installed directory.
>>> Please find attached the arerror file.
>>>
>>> regards,
>>> Gopal
>>>
>>>
>>>
>>> vikram_k wrote:

 hi Gopal,

 Can you elaborate on what exactly is happening can you see any server
 crash in arerror.log or if you can see any activity on the ar logs.

 What is your system setup?

 Thanks,
 Vikram

 Gopal-SRG wrote:
>
> Hi all,
> we are having a remedy ITSM 7.5 suite (Trail version).
>
> Now the ARSystem is getting restarted automatically many times and its
> still happening.
>
> Any ideas list usershelp me out
>
> Regards,
> Gopal
>
>
>


>>> http://old.nabble.com/file/p31285380/arerror.log arerror.log
>>>
>>
>> --
>> View this message in context:
> http://old.nabble.com/ITSM-7.5-Server-getting-restarted-tp31284800p31285486.html
>> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>>
>>
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Email Notifcation

[Nair, Rajesh SISPL]

Dear List,
Am working on a older version 6.3 patch 24 on Oracle 9i

Just got a requirement, so thought of listing out to the experts out here

We have a HTML formatted mail which are being send to the end user.
Now the requirement is :- Say Service Desk assings the ticket to the Group A 
and this Group A already have a list of ticket which are being worked upon say 
10 open tickets.
When a new ticket comes in to this group a mail should trigger to the user 
saying the ticket will be attended to in so and so time.
The scenario is if one ticket takes approx say 20 minutes to work upon the 11th 
ticket should send in a time say 11*20 i.e 220 minutes

so the end user should get a mail saying your call will be attended in 220 
minutes.(20 minutes is not a realtime figure but taking 20 minutes a becnhmark 
time for resolution)

Any idea how can this be done

With Best Regards
Rajesh

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Re: Email Notifcation

[Martin, Dwayne - martinrd]

Hi Rajesh,

How about running an sql query, eg "select count(*) from whatevertable where 
whateverconditions," then multiply that number by 20 or whatever.

Dwayne Martin
James Madison University

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nair, Rajesh SISPL
Sent: Thursday, March 31, 2011 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Email Notifcation

**
Dear List,
Am working on a older version 6.3 patch 24 on Oracle 9i

Just got a requirement, so thought of listing out to the experts out here

We have a HTML formatted mail which are being send to the end user.
Now the requirement is :- Say Service Desk assings the ticket to the Group A 
and this Group A already have a list of ticket which are being worked upon say 
10 open tickets.
When a new ticket comes in to this group a mail should trigger to the user 
saying the ticket will be attended to in so and so time.
The scenario is if one ticket takes approx say 20 minutes to work upon the 11th 
ticket should send in a time say 11*20 i.e 220 minutes

so the end user should get a mail saying your call will be attended in 220 
minutes.(20 minutes is not a realtime figure but taking 20 minutes a becnhmark 
time for resolution)

Any idea how can this be done

With Best Regards
Rajesh
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HOURS function doesnt appear to work correctly

[Matthew Perrault]

All,
Found an oddity the other day.

I was taking 2 Date/Time values and trying to break out days, hours, minutes, 
and seconds.

I used the datediff function to pull out the number of days different,
Then used the HOURS, MINUTES, and SECONDS functions.

All except HOURS worked correctly.
HOURS(Date_Time2 - Date_Time1) = 0 (should have been 6)
MINUTES(Date_Time2 - Date_Time1) = 47 -->Correct
SECONDS(Date_Time2 - Date_Time1) = 23 -->Correct.

I was able to get around it by just doing the math myself,
But I thought HOURS was supposed to return the number of hours in a Time Stamp.
It's strange because it doesn't appear to be consistent in how the other 
functions work.

Was wondering if this was a defect or if I was just not using it correctly.

Thanks,
Matt P.


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Re: HOURS function doesnt appear to work correctly

[Matthew Perrault]

All,
Found an oddity the other day.

I was taking 2 Date/Time values and trying to break out days, hours, minutes, 
and seconds.

I used the datediff function to pull out the number of days different,
Then used the HOURS, MINUTES, and SECONDS functions.

All except HOURS worked correctly.
HOURS(Date_Time2 - Date_Time1) = 0 (should have been 6)
MINUTES(Date_Time2 - Date_Time1) = 47 -->Correct
SECONDS(Date_Time2 - Date_Time1) = 23 -->Correct.

I was able to get around it by just doing the math myself,
But I thought HOURS was supposed to return the number of hours in a Time Stamp.
It's strange because it doesn't appear to be consistent in how the other 
functions work.

Was wondering if this was a defect or if I was just not using it correctly.

ARS 7.1 Patch 8
MS SQL Server 2005
Windows Server 2003

Thanks,
Matt P.


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Re: Email Notifcation

[pritch]

I've done a push field in a filter (that takes no action if no request
matchesor any request matches) followed by an action that uses 'LASTCOUNT'
* nn.

On Thu, 31 Mar 2011 13:55:34 +, "Martin, Dwayne - martinrd"
 wrote:
> Hi Rajesh,
> 
> How about running an sql query, eg "select count(*) from whatevertable
> where whateverconditions," then multiply that number by 20 or whatever.
> 
> Dwayne Martin
> James Madison University
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Nair, Rajesh SISPL
> Sent: Thursday, March 31, 2011 9:23 AM
> To: arslist@ARSLIST.ORG
> Subject: Email Notifcation
> 
> **
> Dear List,
> Am working on a older version 6.3 patch 24 on Oracle 9i
> 
> Just got a requirement, so thought of listing out to the experts out here
> 
> We have a HTML formatted mail which are being send to the end user.
> Now the requirement is :- Say Service Desk assings the ticket to the
Group
> A and this Group A already have a list of ticket which are being worked
> upon say 10 open tickets.
> When a new ticket comes in to this group a mail should trigger to the
user
> saying the ticket will be attended to in so and so time.
> The scenario is if one ticket takes approx say 20 minutes to work upon
the
> 11th ticket should send in a time say 11*20 i.e 220 minutes
> 
> so the end user should get a mail saying your call will be attended in
220
> minutes.(20 minutes is not a realtime figure but taking 20 minutes a
> becnhmark time for resolution)
> 
> Any idea how can this be done
> 
> With Best Regards
> Rajesh
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
>
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Re: Email Notifcation

[LJ LongWing]

Rajesh,

If you have business hours setup, you could even take the count provided
below and run it through a business time add function and take $TIMESTAMP$
as the start and add that many min's, that would give you a date/time that
you would expect to get to it.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martin, Dwayne - martinrd
Sent: Thursday, March 31, 2011 7:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Notifcation

 

** 

Hi Rajesh,

 

How about running an sql query, eg "select count(*) from whatevertable where
whateverconditions," then multiply that number by 20 or whatever.

 

Dwayne Martin

James Madison University

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nair, Rajesh SISPL
Sent: Thursday, March 31, 2011 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Email Notifcation

 

** 

Dear List,

Am working on a older version 6.3 patch 24 on Oracle 9i

 

Just got a requirement, so thought of listing out to the experts out here

 

We have a HTML formatted mail which are being send to the end user.

Now the requirement is :- Say Service Desk assings the ticket to the Group A
and this Group A already have a list of ticket which are being worked upon
say 10 open tickets. 

When a new ticket comes in to this group a mail should trigger to the user
saying the ticket will be attended to in so and so time.

The scenario is if one ticket takes approx say 20 minutes to work upon the
11th ticket should send in a time say 11*20 i.e 220 minutes

 

so the end user should get a mail saying your call will be attended in 220
minutes.(20 minutes is not a realtime figure but taking 20 minutes a
becnhmark time for resolution)

 

Any idea how can this be done

 

With Best Regards

Rajesh 

_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: HOURS function doesnt appear to work correctly

[Misi Mladoniczky]

Hi,

Yes it does, but you are not giving it a timestamp as argument. Instead
you are giving it the difference in seconds between two timestamps...

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.

> All,
> Found an oddity the other day.
>
> I was taking 2 Date/Time values and trying to break out days, hours,
> minutes, and seconds.
>
> I used the datediff function to pull out the number of days different,
> Then used the HOURS, MINUTES, and SECONDS functions.
>
> All except HOURS worked correctly.
> HOURS(Date_Time2 - Date_Time1) = 0 (should have been 6)
> MINUTES(Date_Time2 - Date_Time1) = 47 -->Correct
> SECONDS(Date_Time2 - Date_Time1) = 23 -->Correct.
>
> I was able to get around it by just doing the math myself,
> But I thought HOURS was supposed to return the number of hours in a Time
> Stamp.
> It's strange because it doesn't appear to be consistent in how the other
> functions work.
>
> Was wondering if this was a defect or if I was just not using it
> correctly.
>
> ARS 7.1 Patch 8
> MS SQL Server 2005
> Windows Server 2003
>
> Thanks,
> Matt P.
>
>
> ___
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Re: HOURS function doesnt appear to work correctly

[Misi Mladoniczky]

Hi,

That is because the hours depend on your timezone.

A diff of say 2 hours, would give you a date of 7200 seconds, which
translates to January 1, 1970 02:00:00 GMT.

The hours are 2 only if your client (or servers if it is a filter) is set
for GMT.

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.

> All,
> Found an oddity the other day.
>
> I was taking 2 Date/Time values and trying to break out days, hours,
> minutes, and seconds.
>
> I used the datediff function to pull out the number of days different,
> Then used the HOURS, MINUTES, and SECONDS functions.
>
> All except HOURS worked correctly.
> HOURS(Date_Time2 - Date_Time1) = 0 (should have been 6)
> MINUTES(Date_Time2 - Date_Time1) = 47 -->Correct
> SECONDS(Date_Time2 - Date_Time1) = 23 -->Correct.
>
> I was able to get around it by just doing the math myself,
> But I thought HOURS was supposed to return the number of hours in a Time
> Stamp.
> It's strange because it doesn't appear to be consistent in how the other
> functions work.
>
> Was wondering if this was a defect or if I was just not using it
> correctly.
>
> ARS 7.1 Patch 8
> MS SQL Server 2005
> Windows Server 2003
>
> Thanks,
> Matt P.
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>

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Re: HOURS function doesnt appear to work correctly

[Grooms, Frederick W]

I believe you can do it by adjusting for your time zone
   HOURS("01/01/1970" + (Date_Time2 - Date_Time1)) 

If you are in GMT it will add 0 to your results otherwise it will add the 
correct offset making the hours correct.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Thursday, March 31, 2011 10:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: HOURS function doesnt appear to work correctly

Hi,

That is because the hours depend on your timezone.

A diff of say 2 hours, would give you a date of 7200 seconds, which
translates to January 1, 1970 02:00:00 GMT.

The hours are 2 only if your client (or servers if it is a filter) is set
for GMT.

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


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Thursday, March 31, 2011 9:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: HOURS function doesnt appear to work correctly

Hi,

Yes it does, but you are not giving it a timestamp as argument. Instead
you are giving it the difference in seconds between two timestamps...

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
> Sent: Thursday, March 31, 2011 9:04 AM
> To: arslist@ARSLIST.ORG
> Subject: HOURS function doesnt appear to work correctly
>
> All,
> Found an oddity the other day.
>
> I was taking 2 Date/Time values and trying to break out days, hours,
> minutes, and seconds.
>
> I used the datediff function to pull out the number of days different,
> Then used the HOURS, MINUTES, and SECONDS functions.
>
> All except HOURS worked correctly.
> HOURS(Date_Time2 - Date_Time1) = 0 (should have been 6)
> MINUTES(Date_Time2 - Date_Time1) = 47 -->Correct
> SECONDS(Date_Time2 - Date_Time1) = 23 -->Correct.
>
> I was able to get around it by just doing the math myself,
> But I thought HOURS was supposed to return the number of hours in a Time
> Stamp.
> It's strange because it doesn't appear to be consistent in how the other
> functions work.
>
> Was wondering if this was a defect or if I was just not using it
> correctly.
>
> ARS 7.1 Patch 8
> MS SQL Server 2005
> Windows Server 2003
>
> Thanks,
> Matt P.

Re: HOURS function doesnt appear to work correctly

[Misi Mladoniczky]

Well...

Why not just do an integer calculation instead of trying to fool the
HOURS-function?

($Date_Time2$ - $Date_Time1$) / 3600

It will allays give the difference correct.

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.

> I believe you can do it by adjusting for your time zone
>HOURS("01/01/1970" + (Date_Time2 - Date_Time1))
>
> If you are in GMT it will add 0 to your results otherwise it will add the
> correct offset making the hours correct.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Thursday, March 31, 2011 10:16 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: HOURS function doesnt appear to work correctly
>
> Hi,
>
> That is because the hours depend on your timezone.
>
> A diff of say 2 hours, would give you a date of 7200 seconds, which
> translates to January 1, 1970 02:00:00 GMT.
>
> The hours are 2 only if your client (or servers if it is a filter) is set
> for GMT.
>
> Best Regards - Misi, RRR AB, http://www.rrr.se
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Thursday, March 31, 2011 9:48 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: HOURS function doesnt appear to work correctly
>
> Hi,
>
> Yes it does, but you are not giving it a timestamp as argument. Instead
> you are giving it the difference in seconds between two timestamps...
>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
>> Sent: Thursday, March 31, 2011 9:04 AM
>> To: arslist@ARSLIST.ORG
>> Subject: HOURS function doesnt appear to work correctly
>>
>> All,
>> Found an oddity the other day.
>>
>> I was taking 2 Date/Time values and trying to break out days, hours,
>> minutes, and seconds.
>>
>> I used the datediff function to pull out the number of days different,
>> Then used the HOURS, MINUTES, and SECONDS functions.
>>
>> All except HOURS worked correctly.
>> HOURS(Date_Time2 - Date_Time1) = 0 (should have been 6)
>> MINUTES(Date_Time2 - Date_Time1) = 47 -->Correct
>> SECONDS(Date_Time2 - Date_Time1) = 23 -->Correct.
>>
>> I was able to get around it by just doing the math myself,
>> But I thought HOURS was supposed to return the number of hours in a Time
>> Stamp.
>> It's strange because it doesn't appear to be consistent in how the other
>> functions work.
>>
>> Was wondering if this was a defect or if I was just not using it
>> correctly.
>>
>> ARS 7.1 Patch 8
>> MS SQL Server 2005
>> Windows Server 2003
>>
>> Thanks,
>> Matt P.
>
>
>

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ar.cfg setting for custom MS SQL port?

[Juan Ingles]

I'm not having any luck finding the ar.cfg parameter to specify my
non-standard MS SQL Server port.
You can specify the port in the installer, of course, but I need to
change an existing server so I need the config name.

Anyone know the magic word?

Thanks,
Juan Ingles

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Re: ar.cfg setting for custom MS SQL port?

[Andrew C Goodall]

Will it let you add the port on the end of the "Sybase-Server-Name"

e.g. Sybase-Server-Name: dbserver:1433

Regards,
 
Andrew Goodall
 
Software Engineer | Development Services |  jcpenney . jcp.com  |
972.431.1518

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Juan Ingles
Sent: Thursday, March 31, 2011 1:49 PM
To: arslist@ARSLIST.ORG
Subject: ar.cfg setting for custom MS SQL port?

I'm not having any luck finding the ar.cfg parameter to specify my
non-standard MS SQL Server port.
You can specify the port in the installer, of course, but I need to
change an existing server so I need the config name.

Anyone know the magic word?

Thanks,
Juan Ingles


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Re: HOURS function doesnt appear to work correctly

[Grooms, Frederick W]

Except for the number of days ;)   i.e. (Jan 30, 2011 9:30 - Jan 1, 2011 7:30) 
/ 3600

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Thursday, March 31, 2011 12:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: HOURS function doesnt appear to work correctly

Well...

Why not just do an integer calculation instead of trying to fool the
HOURS-function?

($Date_Time2$ - $Date_Time1$) / 3600

It will allays give the difference correct.

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.

> I believe you can do it by adjusting for your time zone
>HOURS("01/01/1970" + (Date_Time2 - Date_Time1))
>
> If you are in GMT it will add 0 to your results otherwise it will add the
> correct offset making the hours correct.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Thursday, March 31, 2011 10:16 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: HOURS function doesnt appear to work correctly
>
> Hi,
>
> That is because the hours depend on your timezone.
>
> A diff of say 2 hours, would give you a date of 7200 seconds, which
> translates to January 1, 1970 02:00:00 GMT.
>
> The hours are 2 only if your client (or servers if it is a filter) is set
> for GMT.
>
> Best Regards - Misi, RRR AB, http://www.rrr.se
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Thursday, March 31, 2011 9:48 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: HOURS function doesnt appear to work correctly
>
> Hi,
>
> Yes it does, but you are not giving it a timestamp as argument. Instead
> you are giving it the difference in seconds between two timestamps...
>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
>> Sent: Thursday, March 31, 2011 9:04 AM
>> To: arslist@ARSLIST.ORG
>> Subject: HOURS function doesnt appear to work correctly
>>
>> All,
>> Found an oddity the other day.
>>
>> I was taking 2 Date/Time values and trying to break out days, hours,
>> minutes, and seconds.
>>
>> I used the datediff function to pull out the number of days different,
>> Then used the HOURS, MINUTES, and SECONDS functions.
>>
>> All except HOURS worked correctly.
>> HOURS(Date_Time2 - Date_Time1) = 0 (should have been 6)
>> MINUTES(Date_Time2 - Date_Time1) = 47 -->Correct
>> SECONDS(Date_Time2 - Date_Time1) = 23 -->Correct.
>>
>> I was able to get around it by just doing the math myself,
>> But I thought HOURS was supposed to return the number of hours in a Time
>> Stamp.
>> It's strange because it doesn't appear to be consistent in how the other
>> functions work.
>>
>> Was wondering if this was a defect or if I was just not using it
>> correctly.
>>
>> ARS 7.1 Patch 8
>> MS SQL Server 2005
>> Windows Server 2003
>>
>> Thanks,
>> Matt P.

Atrium SSO

[Pierson, Shawn]

Good afternoon,

I'm preparing to do an install of ARS and ITSM 7.6.4, and there are some things 
I haven't yet worked with since I'm on ARS 7.5 and ITSM 7.0.3.  One of these 
things is the Atrium SSO, which I am having trouble figuring out the purpose 
of.  BMC's documentation shows it sitting on a separate server, but I don't see 
the point in buying new hardware just for authentication since realistically 
everything gets tied in to Active Directory anyway.

So here are my questions:

1.   How is Atrium SSO used, specifically, what do I gain by using it?

2.   The documentation references needing Tomcat, so would I be better off 
installing it on my Mid Tier server, my AR System server, or do I truly have to 
set up a new server just for this application?

Your responses will be greatly appreciated.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

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Re: ar.cfg setting for custom MS SQL port?

[LJ LongWing]

Juan,
When I ran the install I needed the special port #, but after the install
happened the config does not need the port...it uses the SQL Client to
connect whereas the install uses JDBC to connectso you should find that
even on that custom port, an existing server will connect without a port in
the ar.cfg.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Juan Ingles
Sent: Thursday, March 31, 2011 12:49 PM
To: arslist@ARSLIST.ORG
Subject: ar.cfg setting for custom MS SQL port?

I'm not having any luck finding the ar.cfg parameter to specify my
non-standard MS SQL Server port.
You can specify the port in the installer, of course, but I need to
change an existing server so I need the config name.

Anyone know the magic word?

Thanks,
Juan Ingles


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Re: Atrium SSO

[Roger Justice]

This is to do Authenication between Atrium Applications.





-Original Message-
From: Pierson, Shawn 
To: arslist 
Sent: Thu, Mar 31, 2011 2:28 pm
Subject: Atrium SSO


** 
Good afternoon,
 
I’m preparing to do an install of ARS and ITSM 7.6.4, and there are some things 
I haven’t yet worked with since I’m on ARS 7.5 and ITSM 7.0.3.  One of these 
things is the Atrium SSO, which I am having trouble figuring out the purpose 
of.  BMC’s documentation shows it sitting on a separate server, but I don’t see 
the point in buying new hardware just for authentication since realistically 
everything gets tied in to Active Directory anyway.
 
So here are my questions:
1.   How is Atrium SSO used, specifically, what do I gain by using it?
2.   The documentation references needing Tomcat, so would I be better off 
installing it on my Mid Tier server, my AR System server, or do I truly have to 
set up a new server just for this application?
 
Your responses will be greatly appreciated.
 
Thanks,
 
Shawn Pierson 
Remedy Developer | Southern Union
Private and confidential as detailed here. If you cannot access hyperlink, 
please e-mail sender. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers 
Are"_ 

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Re: Atrium SSO

[Pierson, Shawn]

I understand that in theory, but it doesn’t seem efficient to require us to 
stand up a new server just to provide authentication between ARS systems and 
BMC provided bolt ons.  It was working fine in previous versions of RKM, 
Business Objects XI has a real built in SSO solution, and if Remedy is set up 
to use LDAP authentication, I don’t see an advantage to this for my specific 
requirements since it doesn’t really seem to do SSO.  However, I don’t feel 
comfortable enough in my understanding to know what would be impacted to really 
make that decision yet.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Thursday, March 31, 2011 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium SSO

** This is to do Authenication between Atrium Applications.

-Original Message-
From: Pierson, Shawn 
To: arslist 
Sent: Thu, Mar 31, 2011 2:28 pm
Subject: Atrium SSO
**
Good afternoon,

I’m preparing to do an install of ARS and ITSM 7.6.4, and there are some things 
I haven’t yet worked with since I’m on ARS 7.5 and ITSM 7.0.3.  One of these 
things is the Atrium SSO, which I am having trouble figuring out the purpose 
of.  BMC’s documentation shows it sitting on a separate server, but I don’t see 
the point in buying new hardware just for authentication since realistically 
everything gets tied in to Active Directory anyway.

So here are my questions:
1.   How is Atrium SSO used, specifically, what do I gain by using it?
2.   The documentation references needing Tomcat, so would I be better off 
installing it on my Mid Tier server, my AR System server, or do I truly have to 
set up a new server just for this application?

Your responses will be greatly appreciated.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union
Private and confidential as detailed 
here. If you cannot access 
hyperlink, please e-mail sender. _attend WWRUG11 
www.wwrug.com ARSlist: "Where the Answers Are"_
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

Re: ar.cfg setting for custom MS SQL port?

[Joe DeSouza]

Honestly I'm stumped too but I'll sport a guess.. The character colon ( : ) on 
most systems for the most part is a universally accepted separator between 
server name and port whenever server names and ports ought to get addressed 
together.. I would try that and see if it works..

:

Good luck...

Cheers
 
Joe D'Souza
Remedy Developer / Consultant,
Shyle Networks,
New Jersey.



- Original Message 
From: Juan Ingles 
To: arslist@ARSLIST.ORG
Sent: Thu, March 31, 2011 1:48:50 PM
Subject: ar.cfg setting for custom MS SQL port?

I'm not having any luck finding the ar.cfg parameter to specify my non-standard 
MS SQL Server port.
You can specify the port in the installer, of course, but I need to change an 
existing server so I need the config name.

Anyone know the magic word?

Thanks,
Juan Ingles

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Re: ar.cfg setting for custom MS SQL port?

[strauss]

Having bounced AR servers back and forth between different db's hosted on 
different instances of a SQL Server, all you need to change in the ar.cfg is 
the instance name:

Sybase-Server-Name: SQLSERVER\TESTSERVER

The SQL Server client on the AR Server looks up the server and port in the 
registry under \LastConnect\SQLSERVER\TESTSERVER

If you have never connected to that SQL Server before from the AR Server in 
question (and this is a good test anyway), open the SQL Server Management 
Studio and log in to the new instance that you want to use for ARS with the 
account that the AR Service will use to connect to it (Windows auth or SQL 
Server auth); you should be using the same Db-user: account for the dbo in both 
ARSystem db's, or you will have to change that as well.

It's magic (when it works) ;~)

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 LJ LongWing
Sent: Thursday, March 31, 2011 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: ar.cfg setting for custom MS SQL port?

Juan,
When I ran the install I needed the special port #, but after the install
happened the config does not need the port...it uses the SQL Client to
connect whereas the install uses JDBC to connectso you should find that
even on that custom port, an existing server will connect without a port in
the ar.cfg.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Juan Ingles
Sent: Thursday, March 31, 2011 12:49 PM
To: arslist@ARSLIST.ORG
Subject: ar.cfg setting for custom MS SQL port?

I'm not having any luck finding the ar.cfg parameter to specify my
non-standard MS SQL Server port.
You can specify the port in the installer, of course, but I need to
change an existing server so I need the config name.

Anyone know the magic word?

Thanks,
Juan Ingles


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RKM URL Search Parameters

[Frank Caruso]

ARS 63.p24
HD 6.0
RKM 72 with SearchServlet

Looking for a document that lists all of the parameters available to the
"search.jsp" page. This page is called from the HD and Requester Consoles
and looks something like this:

http:/server/rkm/search.jsp?SP=1&remedy=1&ID_Published=on&ID_EQueryTerms=help
me&ID_Sources=Canned

I've been able to hack through some them but was hoping someone had a
compiled list.

Thank you

Frank Caruso

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Re: Atrium SSO

[JD Hood]

I tried it; neither myself nor *BMC support* could get it to work. In fact
BMC support tossed the problem over the fence to SAP, who's only response
(via BMC support) was, "...SAP suggests we use Vintela or Trusted
Authentication products..."

Ahem... Not only did they give up trying to support their own product, but
referred me to some other SSO solutions. To be fair, this wasn't the
experienced BMC support-staff in Houston, this was BMC's "we don't really
know the product, but we can read scripts" support-staff in India.

Your mileage (and other opinions) may vary, but Atrium SSO does not appear
ready for prime time and I can only recommend it as a curiosity to be toyed
with in a sand-box environment -- and only if you really enjoy frustration.

Good luck!
JDHood


On Thu, Mar 31, 2011 at 4:01 PM, Pierson, Shawn wrote:

>  I understand that in theory, but it doesn’t seem efficient to require us
> to stand up a new server just to provide authentication between ARS systems
> and BMC provided bolt ons.  It was working fine in previous versions of RKM,
> Business Objects XI has a real built in SSO solution, and if Remedy is set
> up to use LDAP authentication, I don’t see an advantage to this for my
> specific requirements since it doesn’t really seem to do SSO.  However, I
> don’t feel comfortable enough in my understanding to know what would be
> impacted to really make that decision yet.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Southern Union
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Roger Justice
> *Sent:* Thursday, March 31, 2011 2:47 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Atrium SSO
>
>
>
> ** This is to do Authenication between Atrium Applications.
>
>
>
> -Original Message-
> From: Pierson, Shawn 
> To: arslist 
> Sent: Thu, Mar 31, 2011 2:28 pm
> Subject: Atrium SSO
>
> **
>
> Good afternoon,
>
>
>
> I’m preparing to do an install of ARS and ITSM 7.6.4, and there are some
> things I haven’t yet worked with since I’m on ARS 7.5 and ITSM 7.0.3.  One
> of these things is the Atrium SSO, which I am having trouble figuring out
> the purpose of.  BMC’s documentation shows it sitting on a separate server,
> but I don’t see the point in buying new hardware just for authentication
> since realistically everything gets tied in to Active Directory anyway.
>
>
>
> So here are my questions:
>
> 1.   How is Atrium SSO used, specifically, what do I gain by using it?
>
> 2.   The documentation references needing Tomcat, so would I be better
> off installing it on my Mid Tier server, my AR System server, or do I truly
> have to set up a new server just for this application?
>
>
>
> Your responses will be greatly appreciated.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Southern Union
>
> Private and confidential as detailed 
> *here*.
> If you cannot access hyperlink, please e-mail sender. _attend WWRUG11 *
> www.wwrug.com*  ARSlist: "Where the Answers Are"_
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>  Private and confidential as detailed 
> here.
> If you cannot access hyperlink, please e-mail sender.
>

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Re: HOURS function doesnt appear to work correctly

[Grooms, Frederick W]

Except for the # of days ;)   i.e. (Jan 30, 2011 9:30 - Jan 1, 2011 7:30) / 3600

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Thursday, March 31, 2011 12:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: HOURS function doesnt appear to work correctly

Well...

Why not just do an integer calculation instead of trying to fool the
HOURS-function?

($Date_Time2$ - $Date_Time1$) / 3600

It will allays give the difference correct.

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.

> I believe you can do it by adjusting for your time zone
>HOURS("01/01/1970" + (Date_Time2 - Date_Time1))
>
> If you are in GMT it will add 0 to your results otherwise it will add the
> correct offset making the hours correct.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Thursday, March 31, 2011 10:16 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: HOURS function doesnt appear to work correctly
>
> Hi,
>
> That is because the hours depend on your timezone.
>
> A diff of say 2 hours, would give you a date of 7200 seconds, which
> translates to January 1, 1970 02:00:00 GMT.
>
> The hours are 2 only if your client (or servers if it is a filter) is set
> for GMT.
>
> Best Regards - Misi, RRR AB, http://www.rrr.se
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Thursday, March 31, 2011 9:48 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: HOURS function doesnt appear to work correctly
>
> Hi,
>
> Yes it does, but you are not giving it a timestamp as argument. Instead
> you are giving it the difference in seconds between two timestamps...
>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
>> Sent: Thursday, March 31, 2011 9:04 AM
>> To: arslist@ARSLIST.ORG
>> Subject: HOURS function doesnt appear to work correctly
>>
>> All,
>> Found an oddity the other day.
>>
>> I was taking 2 Date/Time values and trying to break out days, hours,
>> minutes, and seconds.
>>
>> I used the datediff function to pull out the number of days different,
>> Then used the HOURS, MINUTES, and SECONDS functions.
>>
>> All except HOURS worked correctly.
>> HOURS(Date_Time2 - Date_Time1) = 0 (should have been 6)
>> MINUTES(Date_Time2 - Date_Time1) = 47 -->Correct
>> SECONDS(Date_Time2 - Date_Time1) = 23 -->Correct.
>>
>> I was able to get around it by just doing the math myself,
>> But I thought HOURS was supposed to return the number of hours in a Time
>> Stamp.
>> It's strange because it doesn't appear to be consistent in how the other
>> functions work.
>>
>> Was wondering if this was a defect or if I was just not using it
>> correctly.
>>
>> ARS 7.1 Patch 8
>> MS SQL Server 2005
>> Windows Server 2003
>>
>> Thanks,
>> Matt P.

Re: ar.cfg setting for custom MS SQL port?

[Juan Ingles]

SQLSERVER\NAMEDINSTANCE worked like a charm -- it was indeed all I needed.
Any sufficiently simplified Technology will seem like Magic!


Thanks everyone!

Juan Ingles

On Thu, Mar 31, 2011 at 12:55 PM, strauss  wrote:
> Having bounced AR servers back and forth between different db's hosted on 
> different instances of a SQL Server, all you need to change in the ar.cfg is 
> the instance name:
>
> Sybase-Server-Name: SQLSERVER\TESTSERVER
>
> The SQL Server client on the AR Server looks up the server and port in the 
> registry under \LastConnect\SQLSERVER\TESTSERVER
>
> If you have never connected to that SQL Server before from the AR Server in 
> question (and this is a good test anyway), open the SQL Server Management 
> Studio and log in to the new instance that you want to use for ARS with the 
> account that the AR Service will use to connect to it (Windows auth or SQL 
> Server auth); you should be using the same Db-user: account for the dbo in 
> both ARSystem db's, or you will have to change that as well.
>
> It's magic (when it works) ;~)
>
> 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 LJ LongWing
> Sent: Thursday, March 31, 2011 2:25 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ar.cfg setting for custom MS SQL port?
>
> Juan,
> When I ran the install I needed the special port #, but after the install
> happened the config does not need the port...it uses the SQL Client to
> connect whereas the install uses JDBC to connectso you should find that
> even on that custom port, an existing server will connect without a port in
> the ar.cfg.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Juan Ingles
> Sent: Thursday, March 31, 2011 12:49 PM
> To: arslist@ARSLIST.ORG
> Subject: ar.cfg setting for custom MS SQL port?
>
> I'm not having any luck finding the ar.cfg parameter to specify my
> non-standard MS SQL Server port.
> You can specify the port in the installer, of course, but I need to
> change an existing server so I need the config name.
>
> Anyone know the magic word?
>
> Thanks,
> Juan Ingles
>
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>
> ___
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>

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Re: Atrium SSO

[Easter, David]

Atrium SSO serves two primary functions:

1.   Enable a trusted login between BMC applications.  In other words, when 
launching from BMC Remedy ITSM Incident Management to BMC Analytics, you would 
not need to re-enter a login and password were Atrium SSO present and enabled.  
Today, without Atrium SSO (and no enterprise solution in place), you do have to 
provide credentials each time.

2.   Enable a centralized integration point for Enterprise SSO solutions.  
Atrium SSO itself integrates with Enterprise SSO solutions – and thus once the 
integration is configured, all BMC applications that interact with Atrium SSO 
now are part of the larger Enterprise SSO solution.
So it is not required in an environment – just as an Enterprise SSO solution is 
not required in an environment – but is available to make it simpler and more 
efficient for users to move between different instances of BMC products or fit 
into a larger Enterprise SSO solution.

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

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, March 31, 2011 01:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium SSO

I understand that in theory, but it doesn’t seem efficient to require us to 
stand up a new server just to provide authentication between ARS systems and 
BMC provided bolt ons.  It was working fine in previous versions of RKM, 
Business Objects XI has a real built in SSO solution, and if Remedy is set up 
to use LDAP authentication, I don’t see an advantage to this for my specific 
requirements since it doesn’t really seem to do SSO.  However, I don’t feel 
comfortable enough in my understanding to know what would be impacted to really 
make that decision yet.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Thursday, March 31, 2011 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium SSO

** This is to do Authenication between Atrium Applications.

-Original Message-
From: Pierson, Shawn 
To: arslist 
Sent: Thu, Mar 31, 2011 2:28 pm
Subject: Atrium SSO
**
Good afternoon,

I’m preparing to do an install of ARS and ITSM 7.6.4, and there are some things 
I haven’t yet worked with since I’m on ARS 7.5 and ITSM 7.0.3.  One of these 
things is the Atrium SSO, which I am having trouble figuring out the purpose 
of.  BMC’s documentation shows it sitting on a separate server, but I don’t see 
the point in buying new hardware just for authentication since realistically 
everything gets tied in to Active Directory anyway.

So here are my questions:
1.   How is Atrium SSO used, specifically, what do I gain by using it?
2.   The documentation references needing Tomcat, so would I be better off 
installing it on my Mid Tier server, my AR System server, or do I truly have to 
set up a new server just for this application?

Your responses will be greatly appreciated.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union
Private and confidential as detailed 
here. If you cannot access 
hyperlink, please e-mail sender. _attend WWRUG11 
www.wwrug.com ARSlist: "Where the Answers Are"_
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Private and confidential as detailed 
here. If you cannot access 
hyperlink, please e-mail sender.

Re: HOURS function doesnt appear to work correctly

[Brian Pederson]

Welp, Brian.Pederson, BRIAN.PEDERSON, Brian Pederson, 
brian.peder...@digitalcelerity.com, Adam.Pederson, and Micah.Garside-White all 
are not of the password "test" or "TEST", because Electra's Remedy (mid-tier 
and user tool) is only logging me in as a guest user when trying all those 
names. I give up for now but this is probably something we should fix tomorrow.

Regards,

Brian Pederson

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, March 31, 2011 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: HOURS function doesnt appear to work correctly

Except for the # of days ;)   i.e. (Jan 30, 2011 9:30 - Jan 1, 2011 7:30) / 3600

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Thursday, March 31, 2011 12:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: HOURS function doesnt appear to work correctly

Well...

Why not just do an integer calculation instead of trying to fool the 
HOURS-function?

($Date_Time2$ - $Date_Time1$) / 3600

It will allays give the difference correct.

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.

> I believe you can do it by adjusting for your time zone
>HOURS("01/01/1970" + (Date_Time2 - Date_Time1))
>
> If you are in GMT it will add 0 to your results otherwise it will add 
> the correct offset making the hours correct.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Thursday, March 31, 2011 10:16 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: HOURS function doesnt appear to work correctly
>
> Hi,
>
> That is because the hours depend on your timezone.
>
> A diff of say 2 hours, would give you a date of 7200 seconds, which 
> translates to January 1, 1970 02:00:00 GMT.
>
> The hours are 2 only if your client (or servers if it is a filter) is 
> set for GMT.
>
> Best Regards - Misi, RRR AB, http://www.rrr.se
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Thursday, March 31, 2011 9:48 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: HOURS function doesnt appear to work correctly
>
> Hi,
>
> Yes it does, but you are not giving it a timestamp as argument. 
> Instead you are giving it the difference in seconds between two timestamps...
>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
>> Sent: Thursday, March 31, 2011 9:04 AM
>> To: arslist@ARSLIST.ORG
>> Subject: HOURS function doesnt appear to work correctly
>>
>> All,
>> Found an oddity the other day.
>>
>> I was taking 2 Date/Time values and trying to break out days, hours, 
>> minutes, and seconds.
>>
>> I used the datediff function to pull out the number of days 
>> different, Then used the HOURS, MINUTES, and SECONDS functions.
>>
>> All except HOURS worked correctly.
>> HOURS(Date_Time2 - Date_Time1) = 0 (should have been 6)
>> MINUTES(Date_Time2 - Date_Time1) = 47 -->Correct
>> SECONDS(Date_Time2 - Date_Time1) = 23 -->Correct.
>>
>> I was able to get around it by just doing the math myself, But I 
>> thought HOURS was supposed to return the number of hours in a Time 
>> Stamp.
>> It's strange because it doesn't appear to be consistent in how the 
>> other functions work.
>>
>> Was wondering if this was a defect or if I was just not using it 
>> correctly.
>>
>> ARS 7.1 Patch 8
>> MS SQL Server 2005
>> Windows Server 2003
>>
>> Thanks,
>> Matt P.

Re: Email Notifcation

[Nair, Rajesh SISPL]

Hi,
As Dwayne said one way to do it is through SQL. which i am already doing it to 
populate the number of open ticket against a consultants name. But not sure how 
to go with the Business hours. Yes we are using Business hours and Holidays for 
SLA's

LJ, can you please eloborate a little about this. I am not able to get the 
concept right. May be i not thinking the the way you are.


With Best Regards
Rajesh


From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of LJ LongWing
Sent: Thursday, March 31, 2011 7:57 PM
To: arslist@arslist.org
Subject: Re: Email Notifcation

**
Rajesh,
If you have business hours setup, you could even take the count provided below 
and run it through a business time add function and take $TIMESTAMP$ as the 
start and add that many min's, that would give you a date/time that you would 
expect to get to it...

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martin, Dwayne - martinrd
Sent: Thursday, March 31, 2011 7:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Notifcation

**
Hi Rajesh,

How about running an sql query, eg "select count(*) from whatevertable where 
whateverconditions," then multiply that number by 20 or whatever.

Dwayne Martin
James Madison University

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nair, Rajesh SISPL
Sent: Thursday, March 31, 2011 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Email Notifcation

**
Dear List,
Am working on a older version 6.3 patch 24 on Oracle 9i

Just got a requirement, so thought of listing out to the experts out here

We have a HTML formatted mail which are being send to the end user.
Now the requirement is :- Say Service Desk assings the ticket to the Group A 
and this Group A already have a list of ticket which are being worked upon say 
10 open tickets.
When a new ticket comes in to this group a mail should trigger to the user 
saying the ticket will be attended to in so and so time.
The scenario is if one ticket takes approx say 20 minutes to work upon the 11th 
ticket should send in a time say 11*20 i.e 220 minutes

so the end user should get a mail saying your call will be attended in 220 
minutes.(20 minutes is not a realtime figure but taking 20 minutes a becnhmark 
time for resolution)

Any idea how can this be done

With Best Regards
Rajesh
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