current users ITSM 7.0 / 7.1

[Martinez, Marcelo A]

Is there a way to export the list of users displayed on form "AR System 
Administration: Manage User Licenses".
This table is populated from form "AR System Administration: License Review".. 
but that form cannot be searched.

I'm trying to gather a list of users which have either fixed or floating 
licenses for the ARS, INC, CHG modules. And gauge utilization (i.e. who has 
never logged in, etc.)

ITSM 7.0.03

Thanks,
Marcelo

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Re: current users ITSM 7.0 / 7.1

[Andrew C Goodall]

I've always just highlighted all rows and cut and paste into excel :)

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, June 01, 2011 9:38 AM
To: arslist@ARSLIST.ORG
Subject: current users ITSM 7.0 / 7.1

Is there a way to export the list of users displayed on form "AR System
Administration: Manage User Licenses".
This table is populated from form "AR System Administration: License
Review".. but that form cannot be searched.

I'm trying to gather a list of users which have either fixed or floating
licenses for the ARS, INC, CHG modules. And gauge utilization (i.e. who
has never logged in, etc.)

ITSM 7.0.03

Thanks,
Marcelo


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Re: current users ITSM 7.0 / 7.1

[Martinez, Marcelo A]

Ok... That was simple enough. Now I must go hide.. 

Thanks Andrew



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Wednesday, June 01, 2011 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: current users ITSM 7.0 / 7.1

I've always just highlighted all rows and cut and paste into excel :)

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, June 01, 2011 9:38 AM
To: arslist@ARSLIST.ORG
Subject: current users ITSM 7.0 / 7.1

Is there a way to export the list of users displayed on form "AR System
Administration: Manage User Licenses".
This table is populated from form "AR System Administration: License
Review".. but that form cannot be searched.

I'm trying to gather a list of users which have either fixed or floating
licenses for the ARS, INC, CHG modules. And gauge utilization (i.e. who
has never logged in, etc.)

ITSM 7.0.03

Thanks,
Marcelo


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Re: current users ITSM 7.0 / 7.1

[Andrew C Goodall]

No problem.
FYI - from my experience.

License reporting for a server group environment does not work and is
not accurate. 
 
In 7.5 there is something called license tracking to give you a better
current and historical perspective of licenses used down to the
application level. However, I've also yet to get this to work accurately
for a server group environment behind a load balancer.

Due to both of these reasons I forced to take manual snapshots with cut
and paste into excel and then filter to unique user records.

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, June 01, 2011 9:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: current users ITSM 7.0 / 7.1

Ok... That was simple enough. Now I must go hide.. 

Thanks Andrew



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Wednesday, June 01, 2011 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: current users ITSM 7.0 / 7.1

I've always just highlighted all rows and cut and paste into excel :)

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, June 01, 2011 9:38 AM
To: arslist@ARSLIST.ORG
Subject: current users ITSM 7.0 / 7.1

Is there a way to export the list of users displayed on form "AR System
Administration: Manage User Licenses".
This table is populated from form "AR System Administration: License
Review".. but that form cannot be searched.

I'm trying to gather a list of users which have either fixed or floating
licenses for the ARS, INC, CHG modules. And gauge utilization (i.e. who
has never logged in, etc.)

ITSM 7.0.03

Thanks,
Marcelo


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AUTO: Robert02 Kern is out of the office. ( Rückkehr am 06.06.2011)

[Robert . 2 . Kern]

Ich bin bis 06.06.2011 abwesend.

Support Issues: please contact your responsible Service Desk.

Technical: Martin Hammermann
Organisational: Michael Schletterer


Have a nice day.


Hinweis: Dies ist eine automatische Antwort auf Ihre Nachricht  "current
users ITSM 7.0 / 7.1" gesendet am 01.06.2011 16:37:43.

Diese ist die einzige Benachrichtigung, die Sie empfangen werden, während
diese Person abwesend ist.

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Re: current users ITSM 7.0 / 7.1

[LJ LongWing]

I have a little java app I wrote that logs into all of the servers in a
group and gives counts of users on each node, and then also compares them to
give unique counts, as well as active (last access within last hour) unique
count :)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Wednesday, June 01, 2011 9:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: current users ITSM 7.0 / 7.1

No problem.
FYI - from my experience.

License reporting for a server group environment does not work and is
not accurate. 
 
In 7.5 there is something called license tracking to give you a better
current and historical perspective of licenses used down to the
application level. However, I've also yet to get this to work accurately
for a server group environment behind a load balancer.

Due to both of these reasons I forced to take manual snapshots with cut
and paste into excel and then filter to unique user records.

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, June 01, 2011 9:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: current users ITSM 7.0 / 7.1

Ok... That was simple enough. Now I must go hide.. 

Thanks Andrew



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Wednesday, June 01, 2011 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: current users ITSM 7.0 / 7.1

I've always just highlighted all rows and cut and paste into excel :)

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, June 01, 2011 9:38 AM
To: arslist@ARSLIST.ORG
Subject: current users ITSM 7.0 / 7.1

Is there a way to export the list of users displayed on form "AR System
Administration: Manage User Licenses".
This table is populated from form "AR System Administration: License
Review".. but that form cannot be searched.

I'm trying to gather a list of users which have either fixed or floating
licenses for the ARS, INC, CHG modules. And gauge utilization (i.e. who
has never logged in, etc.)

ITSM 7.0.03

Thanks,
Marcelo


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material.  If the reader of this message is not the intended recipient,
you are hereby notified that your access is unauthorized, and any
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attachments is strictly prohibited.  If you are not the intended
recipient, please contact the sender and delete the material from any
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Re: User Client 7.6.3 & 7.6.4sp1: Tabs, Tables, & Printing

[Shawn Stonequist]

Getting further along on this

Trying to write an Active Link to use OLE to send a 'Print Screen' to Word,
then have Word print.

Found an old List record saying how to get the Print Screen to work using
Run Process, but I can't get it to work :~( (maybe I just messed it up,
since I don't use Run Process often?)

http://listserv.rbugs.com/cgi-bin/wa.exe?A2=ind0905&L=arslist&P=R87513&I=-3&X=3083BD126142279CD7

Tried setting the Run Process to: SendKeys( ^{p}, )

but the response is that system can't find the file

And onward I go!
Shawn

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Re: 7.6.4 P1??

[Vindhya Samarasekera]

Hi Atul,

We downloaded this patch from the BMC site.   So it's out there.  They are
in pieces, you have to go to ITSM to get the patch 1 for that, Atrium to
get the Patch 1 for that etc...

Vindhya





  
  From:   Atul Vohra   
  

  
  To: arslist@ARSLIST.ORG   
  

  
  Date:   05/25/2011 07:37 AM   
  

  
  Subject:7.6.4 P1??
  

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

  





All,

I had seen few emails about Patch 1 for 7.6.4 but could not find it on the
BMC site. Any idea if this was released?

Regards
Atul

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urgent -- clients can not establish connection with server.

[patchsk]

Hoping someone can provide pointers to fix the issue.
Windows 2008,itsm 7.6.03, oracl 11g.
All of a sudden we are seeing clients can not able to connect to
arserver, after ars restart.
All the clients are giving the same error that server is busy.
I am suspecting some thing changed on the environment(security/os
etc), but I have no way to prove that as all the connections at the
network/os level are working fine. We are seeing the same issue with
other servers in the servergroup also.

>From our internal diagnosis:
The server was never busy, by looking at the logs,cpu,memory
When tried to login through client, we can see on the server side
api,sql logs that arserver is authenticating the user successfully.
After the authentication we did not see anything else happening which
is causing the client to timeout.
So it seems like that the client is able to communicate with the
server, where as the server is unable to respond back to the client.
We tested with remote, as well as local client installed on the
server.

1. Disabled all McAfee processes
2. Disabled windows firewall
3. Connecting through a user tool installed on the server itself.
4. Tested with the driver utility under C:\Program Files\BMC Software
\ARSystem\Arserver\api\driver folder
5. Tested with the client side api logs turned on for developer
studio.
6. Tested with user tool both local and remote
7. Tested with midtier
8. Disabled preference server option.
9. Disabled Assignment Engine,Approval server, dispatcher, servergroup
option, escalation, sla,full text, email engine.
10.Disabled port mapper and using the direct tcp port number.
11. Verified with netstat and server is listening to the correct port
numbers.
12. We tried connecting the ars to a  different db(development), we
are still seeing the same issue, where as the the development ars
server has no issues. So it is telling me is not an issue with the db.

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Re: 7.6.4 P1??

[Easter, David]

> They are in pieces

That is not true for Suite customers.  Suite customers can go to the BMC IT 
Service Management Suite 7.6.04 entry under Product Patches and see SP1 for all 
of the products within the Suite in one place.

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vindhya Samarasekera
Sent: Wednesday, June 01, 2011 09:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.4 P1??

Hi Atul,

We downloaded this patch from the BMC site.   So it's out there.  They are
in pieces, you have to go to ITSM to get the patch 1 for that, Atrium to
get the Patch 1 for that etc...

Vindhya





  
  From:   Atul Vohra   
  

  
  To: arslist@ARSLIST.ORG   
  

  
  Date:   05/25/2011 07:37 AM   
  

  
  Subject:7.6.4 P1??
  

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

  





All,

I had seen few emails about Patch 1 for 7.6.4 but could not find it on the
BMC site. Any idea if this was released?

Regards
Atul

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Re: Incoming Email Messages

[Vindhya Samarasekera]

Mohamed,

I believe I used the function substring to look for the ISS and then
captured the 15 digits after that and put it in a field and used that.  I'd
have to go through and find the code, it's been a long time since I did it.
See if that works for you.

Vindhya Samarasekera




   
  From:   Mohamed Abdelaziz   
   
  To: arslist@ARSLIST.ORG  
   
  Date:   05/25/2011 09:48 AM  
   
  Subject:Incoming Email Messages  
   
  Sent by:"Action Request System discussion list(ARSList)" 

   





**
We are trying to push all incoming emails to their associated tickets on
the Work Log table. Is there any better way to parse the ticket # out of
the subject other than the old way of including words that you would like
to ignore in your qualification? Does the id get parsed out of the box? I
looked for workflow that does that and did not find any.

ARS: 7.5.04
ITSM: 7.6.00
DB: Oracle 10g

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

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Re: 7.6.4 P1??

[Martinez, Marcelo A]

I installed 7.6.04 via the SSI. It would have been nice to have a SSI patch 
too. :)

I have downloaded the individual SP1 executables (ITSM, Server, Atrium, 
SLM...). now I need to install 



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Wednesday, June 01, 2011 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.4 P1??

> They are in pieces

That is not true for Suite customers.  Suite customers can go to the BMC IT 
Service Management Suite 7.6.04 entry under Product Patches and see SP1 for all 
of the products within the Suite in one place.

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vindhya Samarasekera
Sent: Wednesday, June 01, 2011 09:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.4 P1??

Hi Atul,

We downloaded this patch from the BMC site.   So it's out there.  They are
in pieces, you have to go to ITSM to get the patch 1 for that, Atrium to
get the Patch 1 for that etc...

Vindhya





  
  From:   Atul Vohra   
  

  
  To: arslist@ARSLIST.ORG   
  

  
  Date:   05/25/2011 07:37 AM   
  

  
  Subject:7.6.4 P1??
  

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

  





All,

I had seen few emails about Patch 1 for 7.6.4 but could not find it on the
BMC site. Any idea if this was released?

Regards
Atul

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Re: urgent -- clients can not establish connection with server.

[Danny Kellett]

Hi,

Not sure if I read this correctly but are you saying the below tests of
connecting actually on the local machine, either through User tool or
driver?

If so then its a network issue from your client to the AR Server.

If it doesn't connect from running on the local server then you have to
debug why the AR Server is taking too long connecting to the DB. Get the DBA
to look at the logs to see if there are SQL statements connecting under the
user ARADMIN and if they are then ask him/her why are they slow all of a
sudden.

If not then again its a connection issue from your AR Server to the
database. As its windows, check no patch has been applied etc. If its remote
from the AR server then use the native client tools, e.g. Oracle-sqlplus or
MSSQL-ODBC using Jet or something similar.

Regards
Danny

Single Sign On (SSO) for the BMC Remedy AR System and ITSM
http://www.javasystemsolutions.com/jss/ssoplugin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: 01 June 2011 17:42
To: arslist@ARSLIST.ORG
Subject: urgent -- clients can not establish connection with server.

Hoping someone can provide pointers to fix the issue.
Windows 2008,itsm 7.6.03, oracl 11g.
All of a sudden we are seeing clients can not able to connect to
arserver, after ars restart.
All the clients are giving the same error that server is busy.
I am suspecting some thing changed on the environment(security/os
etc), but I have no way to prove that as all the connections at the
network/os level are working fine. We are seeing the same issue with
other servers in the servergroup also.

>From our internal diagnosis:
The server was never busy, by looking at the logs,cpu,memory
When tried to login through client, we can see on the server side
api,sql logs that arserver is authenticating the user successfully.
After the authentication we did not see anything else happening which
is causing the client to timeout.
So it seems like that the client is able to communicate with the
server, where as the server is unable to respond back to the client.
We tested with remote, as well as local client installed on the
server.

1. Disabled all McAfee processes
2. Disabled windows firewall
3. Connecting through a user tool installed on the server itself.
4. Tested with the driver utility under C:\Program Files\BMC Software
\ARSystem\Arserver\api\driver folder
5. Tested with the client side api logs turned on for developer
studio.
6. Tested with user tool both local and remote
7. Tested with midtier
8. Disabled preference server option.
9. Disabled Assignment Engine,Approval server, dispatcher, servergroup
option, escalation, sla,full text, email engine.
10.Disabled port mapper and using the direct tcp port number.
11. Verified with netstat and server is listening to the correct port
numbers.
12. We tried connecting the ars to a  different db(development), we
are still seeing the same issue, where as the the development ars
server has no issues. So it is telling me is not an issue with the db.


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Re: 7.6.4 P1??

[Easter, David]

There are SSI for SP1 - but SSI can only be used for a fresh install, so if 
you've already installed 7.6.04 you can't use the SSI to upgrade.

However, folks that have not yet installed 7.6.04 can use the SSI to do a fresh 
install of 7.6.04 SP1 and skip the step of installing 7.6.04 (no SP).

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


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, June 01, 2011 09:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.4 P1??

I installed 7.6.04 via the SSI. It would have been nice to have a SSI patch 
too. :)

I have downloaded the individual SP1 executables (ITSM, Server, Atrium, 
SLM...). now I need to install 



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Wednesday, June 01, 2011 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.4 P1??

> They are in pieces

That is not true for Suite customers.  Suite customers can go to the BMC IT 
Service Management Suite 7.6.04 entry under Product Patches and see SP1 for all 
of the products within the Suite in one place.

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vindhya Samarasekera
Sent: Wednesday, June 01, 2011 09:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.4 P1??

Hi Atul,

We downloaded this patch from the BMC site.   So it's out there.  They are
in pieces, you have to go to ITSM to get the patch 1 for that, Atrium to
get the Patch 1 for that etc...

Vindhya





  
  From:   Atul Vohra   
  

  
  To: arslist@ARSLIST.ORG   
  

  
  Date:   05/25/2011 07:37 AM   
  

  
  Subject:7.6.4 P1??
  

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

  





All,

I had seen few emails about Patch 1 for 7.6.4 but could not find it on the
BMC site. Any idea if this was released?

Regards
Atul

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Problem with web service

[Guillermo Alfredo Torres Barron]

Hi dear listers
I am using a web service to send data to oracle database, I use a filter set 
field action with web service option, the problem is that this web service is 
unavailable appear that the set field try put in field id 8 a NULL value, 
causing a error messages like this:

Failure during SQL operation to the database : ORA-01407: cannot update 
("ARADMIN"."T"."C8") to NULL (ARERR 552)

Is this normal?...I try to use a error handled option in my filter but nothing 
happened because before the application try to put null value to ID field 8
Thanks in advanced
Greetings from Mexico City.

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Re: urgent -- clients can not establish connection with server.

[patchsk]

It is not a connection issue from arserver to the database.
Because arserver is starting up fine, I can see in the logs that it
can read all the table from db during the startup.
And the startup took 5 min which is the time it used to take when it
is working fine.
>From the sql logs we can see the sqls are not slow.
We have installed user tool on the  server itself and tried to login
from there, still it is timeout saying server is busy.
During the login from user tool  we are seeing in the apisql log that
the user is verified. But after that the user tool is taking 2 min and
then timesout.



On Jun 1, 12:04 pm, Danny Kellett
 wrote:
> Hi,
>
> Not sure if I read this correctly but are you saying the below tests of
> connecting actually on the local machine, either through User tool or
> driver?
>
> If so then its a network issue from your client to the AR Server.
>
> If it doesn't connect from running on the local server then you have to
> debug why the AR Server is taking too long connecting to the DB. Get the DBA
> to look at the logs to see if there are SQL statements connecting under the
> user ARADMIN and if they are then ask him/her why are they slow all of a
> sudden.
>
> If not then again its a connection issue from your AR Server to the
> database. As its windows, check no patch has been applied etc. If its remote
> from the AR server then use the native client tools, e.g. Oracle-sqlplus or
> MSSQL-ODBC using Jet or something similar.
>
> Regards
> Danny
>
> Single Sign On (SSO) for the BMC Remedy AR System and 
> ITSMhttp://www.javasystemsolutions.com/jss/ssoplugin
>
>
>
>
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
>
> [mailto:arsl...@arslist.org] On Behalf Of patchsk
> Sent: 01 June 2011 17:42
> To: arsl...@arslist.org
> Subject: urgent -- clients can not establish connection with server.
>
> Hoping someone can provide pointers to fix the issue.
> Windows 2008,itsm 7.6.03, oracl 11g.
> All of a sudden we are seeing clients can not able to connect to
> arserver, after ars restart.
> All the clients are giving the same error that server is busy.
> I am suspecting some thing changed on the environment(security/os
> etc), but I have no way to prove that as all the connections at the
> network/os level are working fine. We are seeing the same issue with
> other servers in the servergroup also.
>
> From our internal diagnosis:
> The server was never busy, by looking at the logs,cpu,memory
> When tried to login through client, we can see on the server side
> api,sql logs that arserver is authenticating the user successfully.
> After the authentication we did not see anything else happening which
> is causing the client to timeout.
> So it seems like that the client is able to communicate with the
> server, where as the server is unable to respond back to the client.
> We tested with remote, as well as local client installed on the
> server.
>
> 1. Disabled all McAfee processes
> 2. Disabled windows firewall
> 3. Connecting through a user tool installed on the server itself.
> 4. Tested with the driver utility under C:\Program Files\BMC Software
> \ARSystem\Arserver\api\driver folder
> 5. Tested with the client side api logs turned on for developer
> studio.
> 6. Tested with user tool both local and remote
> 7. Tested with midtier
> 8. Disabled preference server option.
> 9. Disabled Assignment Engine,Approval server, dispatcher, servergroup
> option, escalation, sla,full text, email engine.
> 10.Disabled port mapper and using the direct tcp port number.
> 11. Verified with netstat and server is listening to the correct port
> numbers.
> 12. We tried connecting the ars to a  different db(development), we
> are still seeing the same issue, where as the the development ars
> server has no issues. So it is telling me is not an issue with the db.
>
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Re: 7.6.4 P1??

[Raj]

Hi David,
We are on ARS 7.1 P 7, ITSM 7.0.03 P 008 / Solaris 10 , Would this SSI
Installer works if we are considering doing an upgrade in overwrite
mode?
(Currently we are on 10.2.0.3.0 - 64bi Oracle DB, and considering to
do an upgrade to 11g)
Or do we have to follow the individual Installers, ARS, ITSM, etc of
7.6.04 to do an upgrade in overwrite mode?

Please advise.
Thanks,
Raj

On Jun 1, 10:18 am, "Easter, David"  wrote:
> There are SSI for SP1 - but SSI can only be used for a fresh install, so if 
> you've already installed 7.6.04 you can't use the SSI to upgrade.
>
> However, folks that have not yet installed 7.6.04 can use the SSI to do a 
> fresh install of 7.6.04 SP1 and skip the step of installing 7.6.04 (no SP).
>
> -David J. Easter
> Manager of Product Management, Remedy Platform
> BMC Software, Inc.
>  
> The opinions, statements, and/or suggested courses of action expressed in 
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My 
> voluntary participation in this forum is not intended to convey a role as a 
> spokesperson, liaison or public relations representative for BMC Software, 
> Inc.
>
>
>
>
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
> Sent: Wednesday, June 01, 2011 09:54 AM
> To: arsl...@arslist.org
> Subject: Re: 7.6.4 P1??
>
> I installed 7.6.04 via the SSI. It would have been nice to have a SSI patch 
> too. :)
>
> I have downloaded the individual SP1 executables (ITSM, Server, Atrium, 
> SLM...). now I need to install
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Easter, David
> Sent: Wednesday, June 01, 2011 11:44 AM
> To: arsl...@arslist.org
> Subject: Re: 7.6.4 P1??
>
> > They are in pieces
>
> That is not true for Suite customers.  Suite customers can go to the BMC IT 
> Service Management Suite 7.6.04 entry under Product Patches and see SP1 for 
> all of the products within the Suite in one place.
>
> -David J. Easter
> Manager of Product Management, Remedy Platform
> BMC Software, Inc.
>  
> The opinions, statements, and/or suggested courses of action expressed in 
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My 
> voluntary participation in this forum is not intended to convey a role as a 
> spokesperson, liaison or public relations representative for BMC Software, 
> Inc.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Vindhya Samarasekera
> Sent: Wednesday, June 01, 2011 09:40 AM
> To: arsl...@arslist.org
> Subject: Re: 7.6.4 P1??
>
> Hi Atul,
>
> We downloaded this patch from the BMC site.   So it's out there.  They are
> in pieces, you have to go to ITSM to get the patch 1 for that, Atrium to
> get the Patch 1 for that etc...
>
> Vindhya
>
>   From:       Atul Vohra                         
>                                                     
>
>   To:         arsl...@arslist.org                                             
>                                                    
>
>   Date:       05/25/2011 07:37 AM                                             
>                                                    
>
>   Subject:    7.6.4 P1??                                                      
>                                                     
>
>   Sent by:    "Action Request System discussion list(ARSList)" 
>                                               
>
> All,
>
> I had seen few emails about Patch 1 for 7.6.4 but could not find it on the
> BMC site. Any idea if this was released?
>
> Regards
> Atul
>
> ___ 
> 
>
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> attend wwrug11www.wwrug.comARSList: "Where the Answers Are"
>
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Re: WARNING on Microsoft MS11-030 KB2509553

[Jon Gee]

Hello,
 Our Dev , and test box is working after the patch , but the ARS Service will 
not start.  Does anyone have a fix for this? 

" You can sell and practice theory but, life in reality, has unexpected 
challenges that require decision and executions that were not covered in your 
lessons." by Jon Gee

From: Joe Martin D'Souza 
To: arslist@ARSLIST.ORG
Sent: Thursday, April 14, 2011 4:03 PM
Subject: Re: WARNING on Microsoft MS11-030 KB2509553

** 


That’s always a bad idea walking into the unknown even if there were no known 
issues. You never know because of the uniqueness of your environment, you may 
be the first to find out an issue. Its never a good idea to alter the 
production without testing it on at least one other non critical environment 
such as a test followed by dev or acceptance..

Joe

From: pascale.sterr...@daimler.com 
Sent: Thursday, April 14, 2011 1:52 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: WARNING on Microsoft MS11-030 KB2509553
yes that is exactly what I am saying,  They were about to apply that specific 
patch to ALL our environments at once. Including dev , test and Prod.They are 
now only going to patch our dev so we can validate. And from now on will test 
first on our dev environment. So a HUGE thanks  to Chris.  I did not know that 
they were not patching dev first. So that was a possible close call.Pascale


jdso...@shyle.net 
Sent by: arslist@ARSLIST.ORG 
04/14/2011 10:48 AM 
Please respond to
arslist@ARSLIST.ORG 
 To arslist@ARSLIST.ORG  
cc  
Subject Re: WARNING on Microsoft MS11-030 KB2509553 
  
 **  You aren’t saying that your team was about to patch the production server 
without applying it to a sandbox or development or test environment right? I do 
not see the harm in applying it to a test or development environment even if it 
has been reported to not be working ‘out of the box’ – depending on what the 
error really is, it may be possible to tweak it to get it to work.. Joe From: 
pascale.sterrett@DAIMLER.COMSent: Thursday, April 14, 2011 1:42 PMNewsgroups: 
public.remedy.arsystem.generalTo: arslist@ARSLIST.ORGSubject: Re: WARNING on 
Microsoft MS11-030 KB2509553 ** 
Chris,

My server team was about to install that patch next weekend. So thank you so 
much!!
Just one clarification if you can.  Do we need to prevent them from patching 
only the app server or also the MSSQL server?  We do have a remote DB and they 
were going to patch both the app servers and our db.


Thank you,

Pascale Sterrett


Thanks for the heads up, we were planning on applying that patch this weekend. 
I will stop that right away.

Christopher Pruitt 
Business Consulting III 
HP Enterprises Services
christopher.pru...@hp.com
www.hp.com 


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intended for the sole use of the entity or individual to whom it is addressed, 
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Please notify the sender immediately by return e-mail if you have received this 
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-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, April 14, 2011 10:49 AM
To: arslist@ARSLIST.ORG
Subject: WARNING on Microsoft MS11-030 KB2509553

After applying this patch to my Reference Server for the 7.6.04 upgrade: 
Windows 2003 R2 x64 with ARS 7.1.00.003 CMDB 2.1.00.02 and ITSM 7.0.03.009 
etc., SQL Server 2005 on remote server), the AR Service immediately and 
absolutely refuses to start.  On reboot from the security patches (there were 
15 total) the AR Server would not start automatically, and all subsequent 
attempts to start it manually saw the armonitor start, then crash.  While 
troubleshooting with BMC support, it could not even be started from the command 
line.

Removing the KB2509553 security update and rebooting solved the problem 
immediately, with the ARS service starting normally.  The only other AR server 
that I had applied this patch (and all of the others) to was the Staging Server 
(Windows 2003 R2 x64 with ARS 7.6.04 CMDB 2.1.00.02 and ITSM 7.0.03.009 etc.), 
and it has a local SQL Server hosting the db so it was not affected.  Note that 
on the problem AR Server, it was still possible to run the SQL Server 
Management Studio client (2008) and connect to the remote db normally, even 
though the ARS service could not.

Security Bulletin MS11-030 KB2509553 is a Critical patch for a vulnerability in 
DNS resolution that could allow remote code execution; it slammed the door shut 
on something that ARS depends on.  Until BMC comes up with a solution for this, 
I 

Re: 7.6.4 P1??

[Easter, David]

> Would this SSI Installer works if we are considering doing an upgrade in 
> overwrite mode?

The SSI is for fresh install only and cannot be used for upgrades.

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


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raj
Sent: Wednesday, June 01, 2011 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.4 P1??

Hi David,
We are on ARS 7.1 P 7, ITSM 7.0.03 P 008 / Solaris 10 , Would this SSI
Installer works if we are considering doing an upgrade in overwrite
mode?
(Currently we are on 10.2.0.3.0 - 64bi Oracle DB, and considering to
do an upgrade to 11g)
Or do we have to follow the individual Installers, ARS, ITSM, etc of
7.6.04 to do an upgrade in overwrite mode?

Please advise.
Thanks,
Raj

On Jun 1, 10:18 am, "Easter, David"  wrote:
> There are SSI for SP1 - but SSI can only be used for a fresh install, so if 
> you've already installed 7.6.04 you can't use the SSI to upgrade.
>
> However, folks that have not yet installed 7.6.04 can use the SSI to do a 
> fresh install of 7.6.04 SP1 and skip the step of installing 7.6.04 (no SP).
>
> -David J. Easter
> Manager of Product Management, Remedy Platform
> BMC Software, Inc.
>  
> The opinions, statements, and/or suggested courses of action expressed in 
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My 
> voluntary participation in this forum is not intended to convey a role as a 
> spokesperson, liaison or public relations representative for BMC Software, 
> Inc.
>
>
>
>
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
> Sent: Wednesday, June 01, 2011 09:54 AM
> To: arsl...@arslist.org
> Subject: Re: 7.6.4 P1??
>
> I installed 7.6.04 via the SSI. It would have been nice to have a SSI patch 
> too. :)
>
> I have downloaded the individual SP1 executables (ITSM, Server, Atrium, 
> SLM...). now I need to install
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Easter, David
> Sent: Wednesday, June 01, 2011 11:44 AM
> To: arsl...@arslist.org
> Subject: Re: 7.6.4 P1??
>
> > They are in pieces
>
> That is not true for Suite customers.  Suite customers can go to the BMC IT 
> Service Management Suite 7.6.04 entry under Product Patches and see SP1 for 
> all of the products within the Suite in one place.
>
> -David J. Easter
> Manager of Product Management, Remedy Platform
> BMC Software, Inc.
>  
> The opinions, statements, and/or suggested courses of action expressed in 
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My 
> voluntary participation in this forum is not intended to convey a role as a 
> spokesperson, liaison or public relations representative for BMC Software, 
> Inc.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Vindhya Samarasekera
> Sent: Wednesday, June 01, 2011 09:40 AM
> To: arsl...@arslist.org
> Subject: Re: 7.6.4 P1??
>
> Hi Atul,
>
> We downloaded this patch from the BMC site.   So it's out there.  They are
> in pieces, you have to go to ITSM to get the patch 1 for that, Atrium to
> get the Patch 1 for that etc...
>
> Vindhya
>
>   From:       Atul Vohra                         
>                                                     
>
>   To:         arsl...@arslist.org                                             
>                                                    
>
>   Date:       05/25/2011 07:37 AM                                             
>                                                    
>
>   Subject:    7.6.4 P1??                                                      
>                                                     
>
>   Sent by:    "Action Request System discussion list(ARSList)" 
>                                               
>
> All,
>
> I had seen few emails about Patch 1 for 7.6.4 but could not find it on the
> BMC site. Any idea if this was released?
>
> Regards
> Atul
>
> ___ 
> 
>
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> attend wwrug11www.wwrug.comARSList: "Where the Answers Are"
>
> ___ 
> 
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> attend wwrug11www.wwrug.comARSList: "Where the Answers Are"
>
> 

Re: Problem with web service

[LJ LongWing]

Guillermo,
Because of how the web service plugin was written, you must build your web
service filters on a 'regular' formit uses the field 8 to do its work.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillermo Alfredo Torres Barron
Sent: Wednesday, June 01, 2011 11:48 AM
To: arslist@ARSLIST.ORG
Subject: Problem with web service

Hi dear listers
I am using a web service to send data to oracle database, I use a filter set
field action with web service option, the problem is that this web service
is unavailable appear that the set field try put in field id 8 a NULL value,
causing a error messages like this:

Failure during SQL operation to the database : ORA-01407: cannot update
("ARADMIN"."T"."C8") to NULL (ARERR 552)

Is this normal?...I try to use a error handled option in my filter but
nothing happened because before the application try to put null value to ID
field 8
Thanks in advanced
Greetings from Mexico City.

Este correo electronico es confidencial y/o puede contener informacion
privilegiada.
Si usted no es su destinatario o no es alguna persona autorizada por este
para recibir sus correos electronicos, NO debera usted utilizar, copiar,
revelar, o tomar ninguna accion basada en este correo electronico o
cualquier otra informacion incluida en el, favor de notificar al remitente
de inmediato mediante el reenvio de este correo electronico y borrar a
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Oracle 11.2 and ARS 6.3

[Frank Caruso]

Anybody running the following:

Oracle 11.2 on Solaris 10
ARS 6.3 on Solaris 10
Oracle Client 9

I know 6.3 is not supported.

Thank you.

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Re: WARNING on Microsoft MS11-030 KB2509553

[strauss]

Remove Microsoft KB2509553.  I have reproduced this on three 7.1 servers, and 
the only fix is to take the security update back off.  On at least one of 
those, after upgrading it to 7.6.04 and adding the patch back on individually, 
it no longer stopped the AR service from starting, but BMC Support tells me 
they have had reports from most supported and older versions.  I have had an 
issue open with Microsoft since mid-April, and they had several others from ARS 
7.1 sites, so it is definitely a problem.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jon Gee
Sent: Wednesday, June 01, 2011 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: WARNING on Microsoft MS11-030 KB2509553

**
Hello,
 Our Dev , and test box is working after the patch , but the ARS Service will 
not start.  Does anyone have a fix for this?

" You can sell and practice theory but, life in reality, has unexpected 
challenges that require decision and executions that were not covered in your 
lessons." by Jon Gee

From: Joe Martin D'Souza 
To: arslist@ARSLIST.ORG
Sent: Thursday, April 14, 2011 4:03 PM
Subject: Re: WARNING on Microsoft MS11-030 KB2509553

**

That’s always a bad idea walking into the unknown even if there were no known 
issues. You never know because of the uniqueness of your environment, you may 
be the first to find out an issue. Its never a good idea to alter the 
production without testing it on at least one other non critical environment 
such as a test followed by dev or acceptance..

Joe

From: pascale.sterr...@daimler.com
Sent: Thursday, April 14, 2011 1:52 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: WARNING on Microsoft MS11-030 KB2509553

yes that is exactly what I am saying,  They were about to apply that specific 
patch to ALL our environments at once. Including dev , test and Prod.They are 
now only going to patch our dev so we can validate. And from now on will test 
first on our dev environment. So a HUGE thanks  to Chris.  I did not know that 
they were not patching dev first. So that was a possible close call.Pascale


jdso...@shyle.net
Sent by: arslist@ARSLIST.ORG
04/14/2011 10:48 AM
Please respond to
arslist@ARSLIST.ORG


To

arslist@ARSLIST.ORG

cc

Subject

Re: WARNING on Microsoft MS11-030 KB2509553




**  You aren’t saying that your team was about to patch the production server 
without applying it to a sandbox or development or test environment right? I do 
not see the harm in applying it to a test or development environment even if it 
has been reported to not be working ‘out of the box’ – depending on what the 
error really is, it may be possible to tweak it to get it to work.. Joe From: 
pascale.sterr...@daimler.comSent: 
Thursday, April 14, 2011 1:42 PMNewsgroups: public.remedy.arsystem.generalTo: 
arslist@ARSLIST.ORGSubject: Re: WARNING on 
Microsoft MS11-030 KB2509553 **
Chris,

My server team was about to install that patch next weekend. So thank you so 
much!!
Just one clarification if you can.  Do we need to prevent them from patching 
only the app server or also the MSSQL server?  We do have a remote DB and they 
were going to patch both the app servers and our db.


Thank you,

Pascale Sterrett


Thanks for the heads up, we were planning on applying that patch this weekend. 
I will stop that right away.

Christopher Pruitt
Business Consulting III
HP Enterprises Services
christopher.pru...@hp.com
www.hp.com


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-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, April 14, 2011 10:49 AM
To: arslist@ARSLIST.ORG
Subject: WARNING on Microsoft MS11-030 KB2509553

After applying this patch to my Reference Server for the 7.6.04 upgrade: 
Windows 2003 R2 x64 with ARS 7.1.00.003 CMDB 2.1.00.02 and ITSM 7.0.03.009 
etc., SQL Server 2005 on remote server), the AR Service immediately and 
absolutely refuses to start.  On reboot from the security patches (there were 
15 total) the AR Server would not start automatical

Re: urgent -- clients can not establish connection with server.

[Eric Zhang]

Are you using AD for authentication? If so, it could be an AD issue.

On Wed, 1 Jun 2011 10:50:45 -0700, patchsk  wrote:

>It is not a connection issue from arserver to the database.
>Because arserver is starting up fine, I can see in the logs that it
>can read all the table from db during the startup.
>And the startup took 5 min which is the time it used to take when it
>is working fine.
>From the sql logs we can see the sqls are not slow.
>We have installed user tool on the  server itself and tried to login
>from there, still it is timeout saying server is busy.
>During the login from user tool  we are seeing in the apisql log that
>the user is verified. But after that the user tool is taking 2 min and
>then timesout.
>
>
>
>On Jun 1, 12:04 pm, Danny Kellett
> wrote:
>> Hi,
>>
>> Not sure if I read this correctly but are you saying the below tests of
>> connecting actually on the local machine, either through User tool or
>> driver?
>>
>> If so then its a network issue from your client to the AR Server.
>>
>> If it doesn't connect from running on the local server then you have to
>> debug why the AR Server is taking too long connecting to the DB. Get 
the DBA
>> to look at the logs to see if there are SQL statements connecting under 
the
>> user ARADMIN and if they are then ask him/her why are they slow all of a
>> sudden.
>>
>> If not then again its a connection issue from your AR Server to the
>> database. As its windows, check no patch has been applied etc. If its 
remote
>> from the AR server then use the native client tools, e.g. Oracle-
sqlplus or
>> MSSQL-ODBC using Jet or something similar.
>>
>> Regards
>> Danny
>>
>> Single Sign On (SSO) for the BMC Remedy AR System and 
ITSMhttp://www.javasystemsolutions.com/jss/ssoplugin
>>
>>
>>
>>
>>
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>>
>> [mailto:arsl...@arslist.org] On Behalf Of patchsk
>> Sent: 01 June 2011 17:42
>> To: arsl...@arslist.org
>> Subject: urgent -- clients can not establish connection with server.
>>
>> Hoping someone can provide pointers to fix the issue.
>> Windows 2008,itsm 7.6.03, oracl 11g.
>> All of a sudden we are seeing clients can not able to connect to
>> arserver, after ars restart.
>> All the clients are giving the same error that server is busy.
>> I am suspecting some thing changed on the environment(security/os
>> etc), but I have no way to prove that as all the connections at the
>> network/os level are working fine. We are seeing the same issue with
>> other servers in the servergroup also.
>>
>> From our internal diagnosis:
>> The server was never busy, by looking at the logs,cpu,memory
>> When tried to login through client, we can see on the server side
>> api,sql logs that arserver is authenticating the user successfully.
>> After the authentication we did not see anything else happening which
>> is causing the client to timeout.
>> So it seems like that the client is able to communicate with the
>> server, where as the server is unable to respond back to the client.
>> We tested with remote, as well as local client installed on the
>> server.
>>
>> 1. Disabled all McAfee processes
>> 2. Disabled windows firewall
>> 3. Connecting through a user tool installed on the server itself.
>> 4. Tested with the driver utility under C:\Program Files\BMC Software
>> \ARSystem\Arserver\api\driver folder
>> 5. Tested with the client side api logs turned on for developer
>> studio.
>> 6. Tested with user tool both local and remote
>> 7. Tested with midtier
>> 8. Disabled preference server option.
>> 9. Disabled Assignment Engine,Approval server, dispatcher, servergroup
>> option, escalation, sla,full text, email engine.
>> 10.Disabled port mapper and using the direct tcp port number.
>> 11. Verified with netstat and server is listening to the correct port
>> numbers.
>> 12. We tried connecting the ars to a  different db(development), we
>> are still seeing the same issue, where as the the development ars
>> server has no issues. So it is telling me is not an issue with the db.
>>
>> 
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>> 
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Email not working... any suggestions?

[Richard Copits]

We just upgraded to AR server 7.5 patch 7 and after the upgrade and reboot
the outgoing mail server service refuses to be created.  A reinstall of the
mail client didn't help. Looks like there are several entries in the registry
but no idea why. Any help/suggestions/solutions?  BMC isn't  responding
very promptly to this critical situation so I'm looking at any and all possible
solutions.



Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

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Flashboard issue

[Mike Ilmer]

Hi List

I have a strange issue with the flashboard on  ITSM 7.5

I'm using the active link that sets the flashboard using the dynamic 
qualification that looks like:

Set Field to
(( "customqual= 'Scheduled Start Date' >= " +  ) + $Reporting Date$) +  

I also have button that runs this active link.

This work fine on the remedy client.

It also  works fine first time on the web. However if user doesn't change 
qualification ($Reporting Date$) and just clicks the "Refresh" button, then 
instead of displaying information based on the Required qualification, it shows 
the flashboard information based on the default setting of the flashboard 
variable.
If user changes the "Reporting Date" and clicks the refresh button, it works 
fine.

Anyone have seen it? Any recommendations?

Thanks,
Mike

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Re: Email not working... any suggestions?

[strauss]

I had problems with many of the various 7.5 patches with them clobbering the 
email engine and/or failing to reinstall the service.  One of the main reasons 
that I skipped 7.5.  I don't remember the 7.5 installer being able to uninstall 
it properly, either, so that you could add it back in.  Looking at my notes, I 
had to uninstall everything ARS, which is probably not an option for you.  I 
recall that one of support's suggestions was to install it on a different 
server (at which point I declared 7.5 DOA and waited for 7.6.03), and that 
might give you a quick fix until you can find a more permanent solution.  Don't 
do it on a mid-tier server - it's the same monolithic installer that didn't 
work properly until 7.6.03, and you  might get a good mail server but clobber 
your mid-tier!

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richard Copits
Sent: Wednesday, June 01, 2011 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Email not working... any suggestions?

**
We just upgraded to AR server 7.5 patch 7 and after the upgrade and reboot
the outgoing mail server service refuses to be created.  A reinstall of the
mail client didn't help. Looks like there are several entries in the registry
but no idea why. Any help/suggestions/solutions?  BMC isn't  responding
very promptly to this critical situation so I'm looking at any and all possible
solutions.



Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Email not working... any suggestions?

[Jason Miller]

Are you using MAPI?  Make sure that the email service is still set to run as
your network account that has access to the mail box and matches the Outlook
mail profile.

Jason

On Wed, Jun 1, 2011 at 12:14 PM, Richard Copits  wrote:

> **
>
> We just upgraded to AR server 7.5 patch 7 and after the upgrade and reboot
>
> the outgoing mail server service refuses to be created.  A reinstall of the
>
> mail client didn’t help. Looks like there are several entries in the
> registry
>
> but no idea why. Any help/suggestions/solutions?  BMC isn’t  responding
>
> very promptly to this critical situation so I’m looking at any and all
> possible
>
> solutions.
>
> --
>
> Portions of this message may be confidential under an exemption to Ohio's
> public records law or under a legal privilege. If you have received this
> message in error or due to an unauthorized transmission or interception,
> please delete all copies from your system without disclosing, copying, or
> transmitting this message.
>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Email not working... any suggestions?

[Richard Copits]

Thanks for the infobut I'll keep plugging along and see if anything works. 
Clicking on the batch file causes the
emails to go out but it doesn't seem to work as a servicestrange...

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Wednesday, June 01, 2011 3:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email not working... any suggestions?

**
I had problems with many of the various 7.5 patches with them clobbering the 
email engine and/or failing to reinstall the service.  One of the main reasons 
that I skipped 7.5.  I don't remember the 7.5 installer being able to uninstall 
it properly, either, so that you could add it back in.  Looking at my notes, I 
had to uninstall everything ARS, which is probably not an option for you.  I 
recall that one of support's suggestions was to install it on a different 
server (at which point I declared 7.5 DOA and waited for 7.6.03), and that 
might give you a quick fix until you can find a more permanent solution.  Don't 
do it on a mid-tier server - it's the same monolithic installer that didn't 
work properly until 7.6.03, and you  might get a good mail server but clobber 
your mid-tier!

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richard Copits
Sent: Wednesday, June 01, 2011 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Email not working... any suggestions?

**
We just upgraded to AR server 7.5 patch 7 and after the upgrade and reboot
the outgoing mail server service refuses to be created.  A reinstall of the
mail client didn't help. Looks like there are several entries in the registry
but no idea why. Any help/suggestions/solutions?  BMC isn't  responding
very promptly to this critical situation so I'm looking at any and all possible
solutions.



Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_



Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

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Re: Email not working... any suggestions?

[patrick zandi]

ya know.. years ago I posted (somewhere on the list) a trick with the email
server..
You delete all the aremail forms, and data.. and add a property in the email
props..
and start the email server and it rebuilds the aremail engine, puts all the
forms and data in..
you just then create your mailbox and it is done..

I forgot what the line add was.. though...


On Wed, Jun 1, 2011 at 3:50 PM, strauss  wrote:

> **
>
> I had problems with many of the various 7.5 patches with them clobbering
> the email engine and/or failing to reinstall the service.  One of the main
> reasons that I skipped 7.5.  I don’t remember the 7.5 installer being able
> to uninstall it properly, either, so that you could add it back in.  Looking
> at my notes, I had to uninstall everything ARS, which is probably not an
> option for you.  I recall that one of support’s suggestions was to install
> it on a different server (at which point I declared 7.5 DOA and waited for
> 7.6.03), and that might give you a quick fix until you can find a more
> permanent solution.  Don’t do it on a mid-tier server – it’s the same
> monolithic installer that didn’t work properly until 7.6.03, and you  might
> get a good mail server but clobber your mid-tier!
>
>
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Richard Copits
> *Sent:* Wednesday, June 01, 2011 2:14 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Email not working... any suggestions?
>
>
>
> **
>
> We just upgraded to AR server 7.5 patch 7 and after the upgrade and reboot
>
> the outgoing mail server service refuses to be created.  A reinstall of the
>
> mail client didn’t help. Looks like there are several entries in the
> registry
>
> but no idea why. Any help/suggestions/solutions?  BMC isn’t  responding
>
> very promptly to this critical situation so I’m looking at any and all
> possible
>
> solutions.
>
>
> --
>
>
> Portions of this message may be confidential under an exemption to Ohio's
> public records law or under a legal privilege. If you have received this
> message in error or due to an unauthorized transmission or interception,
> please delete all copies from your system without disclosing, copying, or
> transmitting this message.
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>



-- 
Patrick Zandi

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Re: Email not working... any suggestions?

[Tommy Morris]

Set the service to run with a login user that is an Admin on that box.
I've had problems on previous versions where the email service would not
run correctly until I did that and rebooted the system. A restart of the
service wouldn't work.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richard Copits
Sent: Wednesday, June 01, 2011 3:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email not working... any suggestions?

 

** 

Thanks for the infobut I'll keep plugging along and see if anything
works. Clicking on the batch file causes the

emails to go out but it doesn't seem to work as a servicestrange...

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Wednesday, June 01, 2011 3:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email not working... any suggestions?

 

** 

I had problems with many of the various 7.5 patches with them clobbering
the email engine and/or failing to reinstall the service.  One of the
main reasons that I skipped 7.5.  I don't remember the 7.5 installer
being able to uninstall it properly, either, so that you could add it
back in.  Looking at my notes, I had to uninstall everything ARS, which
is probably not an option for you.  I recall that one of support's
suggestions was to install it on a different server (at which point I
declared 7.5 DOA and waited for 7.6.03), and that might give you a quick
fix until you can find a more permanent solution.  Don't do it on a
mid-tier server - it's the same monolithic installer that didn't work
properly until 7.6.03, and you  might get a good mail server but clobber
your mid-tier!

 

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

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richard Copits
Sent: Wednesday, June 01, 2011 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Email not working... any suggestions?

 

** 

We just upgraded to AR server 7.5 patch 7 and after the upgrade and
reboot

the outgoing mail server service refuses to be created.  A reinstall of
the

mail client didn't help. Looks like there are several entries in the
registry

but no idea why. Any help/suggestions/solutions?  BMC isn't  responding

very promptly to this critical situation so I'm looking at any and all
possible

solutions.

 




Portions of this message may be confidential under an exemption to
Ohio's public records law or under a legal privilege. If you have
received this message in error or due to an unauthorized transmission or
interception, please delete all copies from your system without
disclosing, copying, or transmitting this message.

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

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

 




Portions of this message may be confidential under an exemption to
Ohio's public records law or under a legal privilege. If you have
received this message in error or due to an unauthorized transmission or
interception, please delete all copies from your system without
disclosing, copying, or transmitting this message.

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


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Re: urgent -- clients can not establish connection with server(Resolved)

[patchsk]

Thanks all.
The issue is resolved.
Root cause seems to be a known defect in ars 7.6.03. When you turn on
enable user logging to form in the admin console--> Logs tab, it is
causing the timeout errors.
I bet it might be due to table dead locks on that particular table.
After we disabled this option and restarted the arsystem things are
back to normal.
The weird thing is we enabled that option and we did not see any
issues for two days.
But when we restart the ars while that option is enabled, from then
onwards we were seeing timeout errors.

On Jun 1, 2:07 pm, Eric Zhang  wrote:
> Are you using AD for authentication? If so, it could be an AD issue.
>
>
>
>
>
>
>
>
>
> On Wed, 1 Jun 2011 10:50:45 -0700, patchsk  wrote:
> >It is not a connection issue from arserver to the database.
> >Because arserver is starting up fine, I can see in the logs that it
> >can read all the table from db during the startup.
> >And the startup took 5 min which is the time it used to take when it
> >is working fine.
> >From the sql logs we can see the sqls are not slow.
> >We have installed user tool on the  server itself and tried to login
> >from there, still it is timeout saying server is busy.
> >During the login from user tool  we are seeing in the apisql log that
> >the user is verified. But after that the user tool is taking 2 min and
> >then timesout.
>
> >On Jun 1, 12:04 pm, Danny Kellett
> > wrote:
> >> Hi,
>
> >> Not sure if I read this correctly but are you saying the below tests of
> >> connecting actually on the local machine, either through User tool or
> >> driver?
>
> >> If so then its a network issue from your client to the AR Server.
>
> >> If it doesn't connect from running on the local server then you have to
> >> debug why the AR Server is taking too long connecting to the DB. Get
> the DBA
> >> to look at the logs to see if there are SQL statements connecting under
> the
> >> user ARADMIN and if they are then ask him/her why are they slow all of a
> >> sudden.
>
> >> If not then again its a connection issue from your AR Server to the
> >> database. As its windows, check no patch has been applied etc. If its
> remote
> >> from the AR server then use the native client tools, e.g. Oracle-
> sqlplus or
> >> MSSQL-ODBC using Jet or something similar.
>
> >> Regards
> >> Danny
>
> >> Single Sign On (SSO) for the BMC Remedy AR System and
>
> ITSMhttp://www.javasystemsolutions.com/jss/ssoplugin
>
>
>
>
>
>
>
>
>
> >> -Original Message-
> >> From: Action Request System discussion list(ARSList)
>
> >> [mailto:arsl...@arslist.org] On Behalf Of patchsk
> >> Sent: 01 June 2011 17:42
> >> To: arsl...@arslist.org
> >> Subject: urgent -- clients can not establish connection with server.
>
> >> Hoping someone can provide pointers to fix the issue.
> >> Windows 2008,itsm 7.6.03, oracl 11g.
> >> All of a sudden we are seeing clients can not able to connect to
> >> arserver, after ars restart.
> >> All the clients are giving the same error that server is busy.
> >> I am suspecting some thing changed on the environment(security/os
> >> etc), but I have no way to prove that as all the connections at the
> >> network/os level are working fine. We are seeing the same issue with
> >> other servers in the servergroup also.
>
> >> From our internal diagnosis:
> >> The server was never busy, by looking at the logs,cpu,memory
> >> When tried to login through client, we can see on the server side
> >> api,sql logs that arserver is authenticating the user successfully.
> >> After the authentication we did not see anything else happening which
> >> is causing the client to timeout.
> >> So it seems like that the client is able to communicate with the
> >> server, where as the server is unable to respond back to the client.
> >> We tested with remote, as well as local client installed on the
> >> server.
>
> >> 1. Disabled all McAfee processes
> >> 2. Disabled windows firewall
> >> 3. Connecting through a user tool installed on the server itself.
> >> 4. Tested with the driver utility under C:\Program Files\BMC Software
> >> \ARSystem\Arserver\api\driver folder
> >> 5. Tested with the client side api logs turned on for developer
> >> studio.
> >> 6. Tested with user tool both local and remote
> >> 7. Tested with midtier
> >> 8. Disabled preference server option.
> >> 9. Disabled Assignment Engine,Approval server, dispatcher, servergroup
> >> option, escalation, sla,full text, email engine.
> >> 10.Disabled port mapper and using the direct tcp port number.
> >> 11. Verified with netstat and server is listening to the correct port
> >> numbers.
> >> 12. We tried connecting the ars to a  different db(development), we
> >> are still seeing the same issue, where as the the development ars
> >> server has no issues. So it is telling me is not an issue with the db.
>
> ___
>  _>> ___
> >> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> >> attend wwrug11www.w

Re: Email not working... any suggestions?

[Joe Martin D'Souza]

Look at the windows event logs to see why the service will not start.. It 
should tell you something..

Joe

From: Richard Copits 
Sent: Wednesday, June 01, 2011 3:14 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Email not working... any suggestions?

** 
We just upgraded to AR server 7.5 patch 7 and after the upgrade and reboot the 
outgoing mail server service refuses to be created.  A reinstall of the mail 
client didn’t help. Looks like there are several entries in the registry but no 
idea why. Any help/suggestions/solutions?  BMC isn’t  responding very promptly 
to this critical situation so I’m looking at any and all possible solutions.





Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

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Re: Email not working... any suggestions?

[strauss]

My recollection is that 7.5.00.00x installers would remove the email service 
and then fail to install an updated version of it; Richard, is it missing 
completely now?

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, June 01, 2011 3:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email not working... any suggestions?

**

Look at the windows event logs to see why the service will not start.. It 
should tell you something..

Joe

From: Richard Copits
Sent: Wednesday, June 01, 2011 3:14 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Email not working... any suggestions?

**
We just upgraded to AR server 7.5 patch 7 and after the upgrade and reboot the 
outgoing mail server service refuses to be created.  A reinstall of the mail 
client didn’t help. Looks like there are several entries in the registry but no 
idea why. Any help/suggestions/solutions?  BMC isn’t  responding very promptly 
to this critical situation so I’m looking at any and all possible solutions.



Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

Remedy ARS 508 Compliance Evaluation for Government

[Leihkauff, Kenneth G (LEIHKAUFFK)]

Hello,

Does anyone know if BMC has provided help with completing the government's 508 
Evaluation Template, like the one shown below?  Thanks for any guidance or 
insight to completing the template or obtaining details from BMC.  I have seen 
BMC's whitepaper for guidance when developing ARS applications, but need to 
complete the required evaluation template when pursuing federal work.

Thank you.

Ken Leihkauff
SAIC

Section 1194.22 Web-based Internet information and applications
*  Refer to ( http://www.access-board.gov/sec508/guide/1194.22.htm) for details 
on the guidelines listed below.

Criteria

Supporting Features

Remarks and explanations

(a) A text equivalent for every non-text element shall be provided (e.g., via 
"alt", "longdesc", or in element content).





(b) Equivalent alternatives for any multimedia presentation shall be 
synchronized with the presentation.





(c) Web pages shall be designed so that all information conveyed with color is 
also available without color, for example from context or markup.





(d) Documents shall be organized so they are readable without requiring an 
associated style sheet.





(e) Redundant text links shall be provided for each active region of a 
server-side image map.





(f) Client-side image maps shall be provided instead of server-side image maps 
except where the regions cannot be defined with an available geometric shape.





(g) Row and column headers shall be identified for data tables.





(h) Markup shall be used to associate data cells and header cells for data 
tables that have two or more logical levels of row or column headers.





(i) Frames shall be titled with text that facilitates frame identification and 
navigation





(j) Pages shall be designed to avoid causing the screen to flicker with a 
frequency greater than 2 Hz and lower than 55 Hz.





(k) A text-only page, with equivalent information or functionality, shall be 
provided to make a web site comply with the provisions of this part, when 
compliance cannot be accomplished in any other way. The content of the 
text-only page shall be updated whenever the primary page changes.





(l) When pages utilize scripting languages to display content, or to create 
interface elements, the information provided by the script shall be identified 
with functional text that can be read by Assistive Technology.





(m) When a web page requires that an applet, plug-in or other application be 
present on the client system to interpret page content, the page must provide a 
link to a plug-in or applet that complies with 1194.21(a) through (l).





(n) When electronic forms are designed to be completed on-line, the form shall 
allow people using Assistive Technology to access the information, field 
elements, and functionality required for completion and submission of the form, 
including all directions and cues.





(o) A method shall be provided that permits users to skip repetitive navigation 
links.





(p) When a timed response is required, the user shall be alerted and given 
sufficient time to indicate more time is required.









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AUTO: Guru is on vacation(2/June till 12/June) (returning 06/13/2011)

[Gurudev Ankam]

I am out of the office until 06/13/2011.

Hi,

I'll be on vacation from 02/June/2011 till 12/June/2011.  I'll have very
limited access to mails during my vacation and will be checking emails once
or twice in a day. Hence my response will be delayed.

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

Carphone Warehouse(Remedy) -Suneel Pallamreddy
Hartford (Remedy) - Subbarao Kare/Jogi Ruben
LobLaw, SVM(Remedy) -   Rajini K Sanapala/Praveen K
Dwivedi/Rathika Kuppa
GM (Remedy) -   Mohana R Mamidi/Attili Srinivas
IMPACT  -   Hidayathulla K Patan/ Karunakar Gouni
Technical Writers Team -Harihara K Ananthanarayan/Shaun S
Struggles
TADDM   -   Ravi K Voolla / Raj K Kiran

All escalations should go to my manager  Pratibha Allamaraju @
'pratibh...@in.ibm.com'.

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

Thank you.

Regards,
Gurudev Ankam


Note: This is an automated response to your message  "Re: Problem with web
service" sent on 2/6/11 0:02:41.

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

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Application List Sort Order

[LJ LongWing]

Ok...prior to 7.6 there was the application list.  This application list
displayed everything that wasn't in a deploy able application at the
topand everything else grouped by the deployable application, then
within the deployable application by choosing the order...but you were never
able to sort the applicationsso the app that I work on put 

1)
2)

In front of the labels of the applications, and this made the list sort in
the order that they wanted

Now, in 7.6.4 there is a new 'flyout' feature of the application list, looks
pretty slick, but provides NO ability to sort the applications, and the
trick used in traditional mode doesn't work, it just sorts them
alphabetically inside the flyout ignoring the 1) nomenclature

HOW do you sort this application list?

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Umlaute äöü

[Wagner, Christoph]

Dear listers,

 

I wanted to create some eMail templates for automatic signature (footer). 
Therefor I created an html-file and added it to page AR System Email Templates. 

 

If an email is sent by Remedy the footer always looks okay. But unfortunately 
if there is an german-umlaut in the text (äöüÄÜÖß) there are cryptically signs. 
When I replace the "ß"-sign with "ß", in outlook the ß-sign is displayed 
correctly.

 

My html-files' header is the following:

 



 







 

I thought in UTF-8 there is no need to replace the "ß"-sign to "ß".

 

I also tried to change the Encoding-type in AR System Email Templates to 
Unicode (UTF-8) but the results where equal.

 

Do you have any ideas?

 

Thanks a lot for help.

 

Regards

 

Christoph

 


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Re: Remedy ARS 508 Compliance Evaluation for Government

[Easter, David]

Yes.  All BMC Remedy products have a VPAT (Voluntary Product Assessment 
Template) available.  Just contact a BMC representative (sales, support, etc.) 
who will have access to them.

-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 Leihkauff, Kenneth G (LEIHKAUFFK)
Sent: Wednesday, June 01, 2011 03:14 PM
To: arslist@ARSLIST.ORG
Subject: Remedy ARS 508 Compliance Evaluation for Government

**
Hello,

Does anyone know if BMC has provided help with completing the government's 508 
Evaluation Template, like the one shown below?  Thanks for any guidance or 
insight to completing the template or obtaining details from BMC.  I have seen 
BMC's whitepaper for guidance when developing ARS applications, but need to 
complete the required evaluation template when pursuing federal work.

Thank you.

Ken Leihkauff
SAIC

Section 1194.22 Web-based Internet information and applications
*  Refer to ( http://www.access-board.gov/sec508/guide/1194.22.htm) for details 
on the guidelines listed below.

Criteria

Supporting Features

Remarks and explanations

(a) A text equivalent for every non-text element shall be provided (e.g., via 
"alt", "longdesc", or in element content).





(b) Equivalent alternatives for any multimedia presentation shall be 
synchronized with the presentation.





(c) Web pages shall be designed so that all information conveyed with color is 
also available without color, for example from context or markup.





(d) Documents shall be organized so they are readable without requiring an 
associated style sheet.





(e) Redundant text links shall be provided for each active region of a 
server-side image map.





(f) Client-side image maps shall be provided instead of server-side image maps 
except where the regions cannot be defined with an available geometric shape.





(g) Row and column headers shall be identified for data tables.





(h) Markup shall be used to associate data cells and header cells for data 
tables that have two or more logical levels of row or column headers.





(i) Frames shall be titled with text that facilitates frame identification and 
navigation





(j) Pages shall be designed to avoid causing the screen to flicker with a 
frequency greater than 2 Hz and lower than 55 Hz.





(k) A text-only page, with equivalent information or functionality, shall be 
provided to make a web site comply with the provisions of this part, when 
compliance cannot be accomplished in any other way. The content of the 
text-only page shall be updated whenever the primary page changes.





(l) When pages utilize scripting languages to display content, or to create 
interface elements, the information provided by the script shall be identified 
with functional text that can be read by Assistive Technology.





(m) When a web page requires that an applet, plug-in or other application be 
present on the client system to interpret page content, the page must provide a 
link to a plug-in or applet that complies with 1194.21(a) through (l).





(n) When electronic forms are designed to be completed on-line, the form shall 
allow people using Assistive Technology to access the information, field 
elements, and functionality required for completion and submission of the form, 
including all directions and cues.





(o) A method shall be provided that permits users to skip repetitive navigation 
links.





(p) When a timed response is required, the user shall be alerted and given 
sufficient time to indicate more time is required.








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Re: Remedy ARS 508 Compliance Evaluation for Government

[Easter, David]

Sorry - that should have been "Voluntary Product Accessibility Template".  Darn 
acronyms. ;-)

-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 Easter, David
Sent: Wednesday, June 01, 2011 03:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy ARS 508 Compliance Evaluation for Government

**
Yes.  All BMC Remedy products have a VPAT (Voluntary Product Assessment 
Template) available.  Just contact a BMC representative (sales, support, etc.) 
who will have access to them.

-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 Leihkauff, Kenneth G (LEIHKAUFFK)
Sent: Wednesday, June 01, 2011 03:14 PM
To: arslist@ARSLIST.ORG
Subject: Remedy ARS 508 Compliance Evaluation for Government

**
Hello,

Does anyone know if BMC has provided help with completing the government's 508 
Evaluation Template, like the one shown below?  Thanks for any guidance or 
insight to completing the template or obtaining details from BMC.  I have seen 
BMC's whitepaper for guidance when developing ARS applications, but need to 
complete the required evaluation template when pursuing federal work.

Thank you.

Ken Leihkauff
SAIC

Section 1194.22 Web-based Internet information and applications
*  Refer to ( http://www.access-board.gov/sec508/guide/1194.22.htm) for details 
on the guidelines listed below.

Criteria

Supporting Features

Remarks and explanations

(a) A text equivalent for every non-text element shall be provided (e.g., via 
"alt", "longdesc", or in element content).





(b) Equivalent alternatives for any multimedia presentation shall be 
synchronized with the presentation.





(c) Web pages shall be designed so that all information conveyed with color is 
also available without color, for example from context or markup.





(d) Documents shall be organized so they are readable without requiring an 
associated style sheet.





(e) Redundant text links shall be provided for each active region of a 
server-side image map.





(f) Client-side image maps shall be provided instead of server-side image maps 
except where the regions cannot be defined with an available geometric shape.





(g) Row and column headers shall be identified for data tables.





(h) Markup shall be used to associate data cells and header cells for data 
tables that have two or more logical levels of row or column headers.





(i) Frames shall be titled with text that facilitates frame identification and 
navigation





(j) Pages shall be designed to avoid causing the screen to flicker with a 
frequency greater than 2 Hz and lower than 55 Hz.





(k) A text-only page, with equivalent information or functionality, shall be 
provided to make a web site comply with the provisions of this part, when 
compliance cannot be accomplished in any other way. The content of the 
text-only page shall be updated whenever the primary page changes.





(l) When pages utilize scripting languages to display content, or to create 
interface elements, the information provided by the script shall be identified 
with functional text that can be read by Assistive Technology.





(m) When a web page requires that an applet, plug-in or other application be 
present on the client system to interpret page content, the page must provide a 
link to a plug-in or applet that complies with 1194.21(a) through (l).





(n) When electronic forms are designed to be completed on-line, the form shall 
allow people using Assistive Technology to access the information, field 
elements, and functionality required for completion and submission of the form, 
including all directions and cues.





(o) A method shall be provided that permits users to skip repetitive navigation 
links.





(p) When a timed response is required, the user shall be alerted and given 
sufficient time to indicate more time is required.








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Re: Remedy ARS 508 Compliance Evaluation for Government

[Leihkauff, Kenneth G (LEIHKAUFFK)]

Thank  you, David!

Ken Leihkauff
North American Integrated Services Management Center (NAISMC)
Science Applications International Corp. (SAIC)
865-481-1329 office
865-659-7440 cell

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Wednesday, June 01, 2011 6:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy ARS 508 Compliance Evaluation for Government

**
Yes.  All BMC Remedy products have a VPAT (Voluntary Product Assessment 
Template) available.  Just contact a BMC representative (sales, support, etc.) 
who will have access to them.

-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 Leihkauff, Kenneth G (LEIHKAUFFK)
Sent: Wednesday, June 01, 2011 03:14 PM
To: arslist@ARSLIST.ORG
Subject: Remedy ARS 508 Compliance Evaluation for Government

**
Hello,

Does anyone know if BMC has provided help with completing the government's 508 
Evaluation Template, like the one shown below?  Thanks for any guidance or 
insight to completing the template or obtaining details from BMC.  I have seen 
BMC's whitepaper for guidance when developing ARS applications, but need to 
complete the required evaluation template when pursuing federal work.

Thank you.

Ken Leihkauff
SAIC

Section 1194.22 Web-based Internet information and applications
*  Refer to ( http://www.access-board.gov/sec508/guide/1194.22.htm) for details 
on the guidelines listed below.

Criteria

Supporting Features

Remarks and explanations

(a) A text equivalent for every non-text element shall be provided (e.g., via 
"alt", "longdesc", or in element content).





(b) Equivalent alternatives for any multimedia presentation shall be 
synchronized with the presentation.





(c) Web pages shall be designed so that all information conveyed with color is 
also available without color, for example from context or markup.





(d) Documents shall be organized so they are readable without requiring an 
associated style sheet.





(e) Redundant text links shall be provided for each active region of a 
server-side image map.





(f) Client-side image maps shall be provided instead of server-side image maps 
except where the regions cannot be defined with an available geometric shape.





(g) Row and column headers shall be identified for data tables.





(h) Markup shall be used to associate data cells and header cells for data 
tables that have two or more logical levels of row or column headers.





(i) Frames shall be titled with text that facilitates frame identification and 
navigation





(j) Pages shall be designed to avoid causing the screen to flicker with a 
frequency greater than 2 Hz and lower than 55 Hz.





(k) A text-only page, with equivalent information or functionality, shall be 
provided to make a web site comply with the provisions of this part, when 
compliance cannot be accomplished in any other way. The content of the 
text-only page shall be updated whenever the primary page changes.





(l) When pages utilize scripting languages to display content, or to create 
interface elements, the information provided by the script shall be identified 
with functional text that can be read by Assistive Technology.





(m) When a web page requires that an applet, plug-in or other application be 
present on the client system to interpret page content, the page must provide a 
link to a plug-in or applet that complies with 1194.21(a) through (l).





(n) When electronic forms are designed to be completed on-line, the form shall 
allow people using Assistive Technology to access the information, field 
elements, and functionality required for completion and submission of the form, 
including all directions and cues.





(o) A method shall be provided that permits users to skip repetitive navigation 
links.





(p) When a timed response is required, the user shall be alerted and given 
sufficient time to indicate more time is required.








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Re: Remedy ARS 508 Compliance Evaluation for Government

[Ken Pritchard]

We've provided the 508 compliance guidelines for both web and software 
(1194.21) to BMC along with the testing scripts the goverment uses to verify 
whether an application is 508 compliant.  Keep in mind that even if you are 
using the web client only (which relates to 1194.22) you also need to account 
for the use of 'Flash' which is a software app and falls under 1194.21).

BMC's view on 508 compliance is that they are compatible with JAWS.  However, 
the government's testing of 508 compliance is based on the standards as there 
are other tools there.  We have 5 outstanding items which I have RFE's into BMC 
based on version 7.6.03.  Initially, I submitted them and they were promptly 
rejected as not being valid tests - had to talk to a couple of folks at BMC to 
get them to re-open the items.  Doesn't mean we'll be successful in getting the 
improvements done, but at least they are open.

I don't have my list in front of me, but your list looks a bit different than 
the one I have to work off of (several of us are taking their 'Trusted Tester 
training).  I know mine has an item dealing specifically with shutting off 
style sheets - tested via the Web Accessibility Toolbar in IE.

Hope this helps for a start.
  - Original Message - 
  From: Leihkauff, Kenneth G (LEIHKAUFFK) 
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, June 01, 2011 6:13 PM
  Subject: Remedy ARS 508 Compliance Evaluation for Government


  ** 
  Hello,

   

  Does anyone know if BMC has provided help with completing the government's 
508 Evaluation Template, like the one shown below?  Thanks for any guidance or 
insight to completing the template or obtaining details from BMC.  I have seen 
BMC's whitepaper for guidance when developing ARS applications, but need to 
complete the required evaluation template when pursuing federal work.  

   

  Thank you.

   

  Ken Leihkauff

  SAIC

   

Section 1194.22 Web-based Internet information and applications

*  Refer to ( http://www.access-board.gov/sec508/guide/1194.22.htm) for 
details on the guidelines listed below.
   
Criteria 
   Supporting Features
   Remarks and explanations
   
(a) A text equivalent for every non-text element shall be provided 
(e.g., via "alt", "longdesc", or in element content).


   
(b) Equivalent alternatives for any multimedia presentation shall be 
synchronized with the presentation.


   
(c) Web pages shall be designed so that all information conveyed with 
color is also available without color, for example from context or markup.


   
(d) Documents shall be organized so they are readable without requiring 
an associated style sheet.


   
(e) Redundant text links shall be provided for each active region of a 
server-side image map.


   
(f) Client-side image maps shall be provided instead of server-side 
image maps except where the regions cannot be defined with an available 
geometric shape.


   
(g) Row and column headers shall be identified for data tables.


   
(h) Markup shall be used to associate data cells and header cells for 
data tables that have two or more logical levels of row or column headers.


   
(i) Frames shall be titled with text that facilitates frame 
identification and navigation


   
(j) Pages shall be designed to avoid causing the screen to flicker with 
a frequency greater than 2 Hz and lower than 55 Hz.


   
(k) A text-only page, with equivalent information or functionality, 
shall be provided to make a web site comply with the provisions of this part, 
when compliance cannot be accomplished in any other way. The content of the 
text-only page shall be updated whenever the primary page changes.


   
(l) When pages utilize scripting languages to display content, or to 
create interface elements, the information provided by the script shall be 
identified with functional text that can be read by Assistive Technology.


   
(m) When a web page requires that an applet, plug-in or other 
application be present on the client system to interpret page content, the page 
must provide a link to a plug-in or applet that complies with 1194.21(a) 
through (l).


   
(n) When electronic forms are designed to be completed on-line, the 
form shall allow people using Assistive Technology to access the information, 
field elements, and functionality required for completion and submission of the 
form, including all directions and cues.


   
(o) A method shall be provided that permits users to skip repetitive 
navigation links.


  

Re: Problem with web service

[Guillermo Alfredo Torres Barron]

Hi
The web services was not created in remedy. It was develop for other programmers
Thanks

-Mensaje original-
De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] 
En nombre de LJ LongWing
Enviado el: Miércoles, 01 de Junio de 2011 01:33 p.m.
Para: arslist@ARSLIST.ORG
Asunto: Re: Problem with web service

Guillermo,
Because of how the web service plugin was written, you must build your web
service filters on a 'regular' formit uses the field 8 to do its work.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillermo Alfredo Torres Barron
Sent: Wednesday, June 01, 2011 11:48 AM
To: arslist@ARSLIST.ORG
Subject: Problem with web service

Hi dear listers
I am using a web service to send data to oracle database, I use a filter set
field action with web service option, the problem is that this web service
is unavailable appear that the set field try put in field id 8 a NULL value,
causing a error messages like this:

Failure during SQL operation to the database : ORA-01407: cannot update
("ARADMIN"."T"."C8") to NULL (ARERR 552)

Is this normal?...I try to use a error handled option in my filter but
nothing happened because before the application try to put null value to ID
field 8
Thanks in advanced
Greetings from Mexico City.

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Este correo electronico es confidencial y/o puede contener informacion 
privilegiada.
Si usted no es su destinatario o no es alguna persona autorizada por este para 
recibir sus correos electronicos, NO debera usted utilizar, copiar, revelar, o 
tomar ninguna accion basada en este correo electronico o cualquier otra 
informacion incluida en el, favor de notificar al remitente de inmediato 
mediante el reenvio de este correo electronico y borrar a continuacion 
totalmente este correo electronico y sus anexos.
Nota: Los acentos y caracteres especiales fueron omitidos para su correcta 
lectura en cualquier medio electronico.

This e-mail is confidential and/or may contain privileged information.
If you are not the addressee or authorized to receive this for the addressee, 
you must not use, copy, disclose, or take any action based on this message or 
any other information herein, please advise the sender immediately by reply 
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How to rollback the changes once we depolyed on the server?

[Vikram_Betholi]

Hi,

We are moving our code to production server using migrator scripts.If at
some point of time we want to revert back particular functionality, how can
this be done automatically?

With Regards,
B.Vikram.

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