Re: ADM:Arslist is up and running, Web is working, archives are back

[Theo Fondse]

Thanks Dan!!!

Best Regards,
Theo

Sent from my Black/Silver Personal Computer 
Try not to become a person of success, but a person of value. - Albert 
Einstein

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel Bloom
Sent: 27 June 2011 22:35
To: arslist@ARSLIST.ORG
Subject: ADM:Arslist is up and running, Web is working, archives are back

**
Seems a quiet day on the list.

Just formally saying: We are on a new server, everything appears functional and 
stable. List is up.

 Daniel
Founder of the ARSlist
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_

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Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[Theo Fondse]

Hi John!

Just a thought:
Disable escalations in the ar config file and restart the server - what happens?
If the server runs fine (for, say, 15-30 min after starting up), back up all 
escalations to a .DEF, delete them, stop ar server, enable escalations, restart 
the server and start importing escalations 1 at a time to see which 
escalation(s) are causing the problem.

Best Regards,
Theo

Sent from my Black/Silver Personal Computer 
 
Try not to become a person of success, but a person of value. - Albert 
Einstein

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: 27 June 2011 23:27
To: arslist@ARSLIST.ORG
Subject: arserver.exe is consuming 100% cpu - possible DB corruption? (Long 
Post)

Hello Listers,
ARS 7.6.03
MS 2003 Enterprise
MS SQL 2005 (remote)
Total home grown system. No OOTB modules.


I have a real stumper here. It even has BMC scratching their heads.
I have a production system that is experiencing cpu overload that runs up to 99 
in the processes and sits there.
The ARSystem server is virtual machine. We thought maybe it was a MS Patch 
Tuesday issue and we removed the 10 recent MS patches one at a time and 
restarted the machine each time. The problem still exists after the arserver 
service starts. Sometime immediately and sometimes it will sit for 1- 20 
minutes before it starts to hog the CPUs.
To eliminate any other OS and file system issues we grabbed a two week old 
backup image of the server and restored it.
The system came back ok for a short while and then started to lock up the CPU 
again.
Working with BMC I set the logs on and restarted. We saw the system jump to 
100% within a minute and captured a 10MB arsql.log file.
It can force the overload at anytime by firing filter workflow with a 
notification action in it.
I disabled this one filter but the system still loaded up. I added a Filter 
that ran a 0 and the only action was Goto 1000 to jump all Filter actions that 
fired on the change of the Status field in question.
Still no joy. 
I've disabled every piece of Notify workflow. That worked the best and kept the 
system alive for longer stretches but we can't run a system that way.

I've come to the realization that there may be corrupted information in the DB 
object tables and I wanted to get some feedback.
Using rrrChive I can pull a copy of every form's data since, say, two weeks 
ago. Then have the DBA restore the entire system from that date. After the 
restore I would use rrrChive to reload the two weeks' data (Modified date'  
06/11/2011) and hope for the best.

Any workflow that was changed in the last two weeks is negligible and could be 
recreated/updated as needed.

Do you think this is a viable solution?
When I asked the BMC tech if I could dump the T,H  B tables ; restore the db 
and reload the T, H  B tables he reminded me that the arschema and other meta 
tables would probably be out of synch.
That's when I thought of using rrrChive.

Sorry to be so long winded but I need to get this back online, BMC can't find 
anything in the logs and I don't want to lose the tickets we've taken in the 
last week.




--- 
John J. Reiser 
Remedy Developer/Administrator 
Senior Software Development Analyst 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased by me 

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Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[Walters, Mark]

Grab a copy of Spotlight on  Windows from www.quest.com and you can use it to 
view the various threads within the arserverd.exe and work out which one is 
causing the high CPU load. Once you have this you can reference the 
thread/sql/api/filter logs to see what activity it is.

Mark

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: 27 June 2011 22:27
To: arslist@ARSLIST.ORG
Subject: arserver.exe is consuming 100% cpu - possible DB corruption? (Long 
Post)

Hello Listers,
ARS 7.6.03
MS 2003 Enterprise
MS SQL 2005 (remote)
Total home grown system. No OOTB modules.


I have a real stumper here. It even has BMC scratching their heads.
I have a production system that is experiencing cpu overload that runs up to 99 
in the processes and sits there.
The ARSystem server is virtual machine. We thought maybe it was a MS Patch 
Tuesday issue and we removed the 10 recent MS patches one at a time and 
restarted the machine each time. The problem still exists after the arserver 
service starts. Sometime immediately and sometimes it will sit for 1- 20 
minutes before it starts to hog the CPUs.
To eliminate any other OS and file system issues we grabbed a two week old 
backup image of the server and restored it.
The system came back ok for a short while and then started to lock up the CPU 
again.
Working with BMC I set the logs on and restarted. We saw the system jump to 
100% within a minute and captured a 10MB arsql.log file.
It can force the overload at anytime by firing filter workflow with a 
notification action in it.
I disabled this one filter but the system still loaded up. I added a Filter 
that ran a 0 and the only action was Goto 1000 to jump all Filter actions that 
fired on the change of the Status field in question.
Still no joy. 
I've disabled every piece of Notify workflow. That worked the best and kept the 
system alive for longer stretches but we can't run a system that way.

I've come to the realization that there may be corrupted information in the DB 
object tables and I wanted to get some feedback.
Using rrrChive I can pull a copy of every form's data since, say, two weeks 
ago. Then have the DBA restore the entire system from that date. After the 
restore I would use rrrChive to reload the two weeks' data (Modified date'  
06/11/2011) and hope for the best.

Any workflow that was changed in the last two weeks is negligible and could be 
recreated/updated as needed.

Do you think this is a viable solution?
When I asked the BMC tech if I could dump the T,H  B tables ; restore the db 
and reload the T, H  B tables he reminded me that the arschema and other meta 
tables would probably be out of synch.
That's when I thought of using rrrChive.

Sorry to be so long winded but I need to get this back online, BMC can't find 
anything in the logs and I don't want to lose the tickets we've taken in the 
last week.




---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased by me 

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Re: Java Plugin Filter Plugin Time Outs

[uday kiran]

I did the performance tuning by increasing the number of list and fast
threads to 30 30 ,, I narrowed down the issue but now the issue is
with

java.net.SocketTimeoutException: Read timed out

help me out

thanks
Uday

On Fri, Jun 24, 2011 at 9:05 PM, Joe Martin D'Souza jdso...@shyle.net wrote:
 The Plugin-Filter-API-Threads is perhaps what you need to change.. I
 remember having a similar issue (ARERR 8939) a couple of years ago that was
 resolved with that..

 Does anyone know what is the right method (besides tweak till it works) to
 arrive at a good number for the min and max for this thread? A sort of a
 algorithm based on X, Y and Z

 Joe

 -Original Message- From: patchsk
 Sent: Friday, June 24, 2011 10:50 AM Newsgroups:
 public.remedy.arsystem.general
 To: arslist@ARSLIST.ORG
 Subject: Re: Java Plugin Filter Plugin Time Outs

 Yes these need to be changed in ar.conf
 If you post what are the values you currently have in your ar.conf
 that would help.
 In our system we currently have
 Filter-Api-Timeout: 180
 Plugin-Filter-API-Threads: 2 6
 Server-Plugin-Default-Timeout: 1
 Plugin-ARDBC-Threads: 2 4


 On Jun 24, 9:30 am, uday kiran uday.rem...@gmail.com wrote:

 Hi Vamsi,
 Do I need to change these values in ar.cfg if yes ,, what are the
 values i can set ,,

 thanks









 On Fri, Jun 24, 2011 at 3:15 AM, patchsk vamsi...@gmail.com wrote:
  Please do some research around these parameters.
  Plugin-ARDBC-Threads:
  Plugin-Filter-API-Threads:
  Server-Plugin-Default-Timeout:
  Filter-Api-Timeout:
  See if you can increase the values to these parameters than what you
  have currently in your system.

  On Jun 23, 3:42 pm, uday kiran uday.rem...@gmail.com wrote:
  Hi Folks
  Look at this error and suggest me

  We receive Plug-in server not responding messages quite often. Also
  seeing some filter api plug-in timeouts.

  Is there some configuration tweaks or performance tuning we can look 
  at?

  arerror.log:

  The AR System Plug-In server is not responding.  Cannot connect to
  the system at this time.  Contact your AR System Administrator for
  assistance. (ARERR 8939)

  javaplugin log:

  2011-06-23 11:35:14,556 ERROR [pool-3-thread-4]
  com.bmc.arsys.pluginsvr.plugins.ARPluginContext (?:?) -
  ARSYS.ARF.WEBSERVICEjava.net.SocketTimeoutException: Read timed out
  java.net.SocketTimeoutException: Read timed out
  2011-06-23 11:35:14,557 ERROR [pool-3-thread-4]
  com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) -
  ARFilterApiCall FAILs in plugin: ARSYS.ARF.WEBSERVICE ERROR (9130):
  Error encountered while executing a Web Service; ; nested exception
  is:
          java.net.SocketTimeoutException: Read timed out
          at com.bmc.arsys.ws.plugin.WSPlugin.ThrowException(Unknown 
  Source)
          at com.bmc.arsys.ws.plugin.WSPlugin.filterAPICall(Unknown 
  Source)
          at 
  com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository.ARFilterApiCall
   (Unknown
  Source)
          at com.bmc.arsys.pluginsvr.a.ArEsFilterApi_5(Unknown Source)
          at com.bmc.arsys.pluginsvr.a.ArEsFilterApi_4(Unknown Source)
          at 
  com.bmc.arsys.arrpc.ARPluginServerDispatcher.dispatchOncRpcCall(Unknown
  Source)
          at 
  com.bmc.arsys.arrpc.nio.ArRpcCallHandler.dispatchCall(Unknown Source)
          at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.if(Unknown Source)
          at 
  com.bmc.arsys.arrpc.nio.ArRpcCallHandler.processRpcCall(Unknown Source)
          at 
  com.bmc.arsys.arrpc.nio.ArRpcCallHandler$Processor.run(Unknown Source)
          at 
  java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source)
          at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown
   Source)
          at java.lang.Thread.run(Unknown Source)

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Command-line import (v7.0.1) fails on Unicode data

[Tommy Dhondt]

Hi,

We're on Remedy ARS v7.0.1 (+ mid-tier), and I'm trying to import Eastern 
European text data in our system via the Unicode-safe (as mentioned in the 
release notes) command-line version of BMC Remedy Import (arimportcmd).

The text data in the .CSV data file is correctly encoded in Unicode/UTF-8 (I 
checked with Notepad), but after importing it the data is corruped (when 
checking via the mid-tier)!

How can I tell arimportcmd that the data file is Unicode/UTF-8 so it will be 
correctly imported?

Tommy

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Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[Reiser, John J]

Mark,
 I've been working with BMC Support since last week. They have had me send many 
log files trying to capture an event but nothing has shown up yet. I'll check 
into Spotlight.

Theo,
 Already disabled escalations, alerts etc. I even disabled every filter with a 
notify action because that was the first bit of workflow that would send 
arserver.exe running away. The system still overloads.

Joe,
 I'll ask the VM admins to check the NIC settings. Since the SQL Server is 
remote and on a huge SAN that side should be ok. The DBA said he saw no unusual 
traffic to the ARSystem db.

Rick,
There ARE FOUR Lights. Sorry can you tell I'm losing it.
The VM has 2 CPUs configured.
VMware Tools says version 8.3.7 build 341836.

LJ,
I've been capturing Filter, thread, API, SQL logs and sent them to BMC Support. 
They see no long queries or transactions that could be causing the high cpu 
usage. I did combine sql and api. I'll add the filter logs and see what kind of 
timing I get between the three.

Thanks for the feedback.
If BMC can't solve it today I think I'm going to use Misi's rrrChive and export 
and reload the user data after we rollback the meta(?) data from before the 
problem started.


--- 
John J. Reiser 
Remedy Developer/Administrator 
Senior Software Development Analyst 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased by me 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Walters, Mark
Sent: Tuesday, June 28, 2011 4:59 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)

Grab a copy of Spotlight on  Windows from www.quest.com and you can use it to 
view the various threads within the arserverd.exe and work out which one is 
causing the high CPU load. Once you have this you can reference the 
thread/sql/api/filter logs to see what activity it is.

Mark

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: 27 June 2011 22:27
To: arslist@ARSLIST.ORG
Subject: arserver.exe is consuming 100% cpu - possible DB corruption? (Long 
Post)

Hello Listers,
ARS 7.6.03
MS 2003 Enterprise
MS SQL 2005 (remote)
Total home grown system. No OOTB modules.


I have a real stumper here. It even has BMC scratching their heads.
I have a production system that is experiencing cpu overload that runs up to 99 
in the processes and sits there.
The ARSystem server is virtual machine. We thought maybe it was a MS Patch 
Tuesday issue and we removed the 10 recent MS patches one at a time and 
restarted the machine each time. The problem still exists after the arserver 
service starts. Sometime immediately and sometimes it will sit for 1- 20 
minutes before it starts to hog the CPUs.
To eliminate any other OS and file system issues we grabbed a two week old 
backup image of the server and restored it.
The system came back ok for a short while and then started to lock up the CPU 
again.
Working with BMC I set the logs on and restarted. We saw the system jump to 
100% within a minute and captured a 10MB arsql.log file.
It can force the overload at anytime by firing filter workflow with a 
notification action in it.
I disabled this one filter but the system still loaded up. I added a Filter 
that ran a 0 and the only action was Goto 1000 to jump all Filter actions that 
fired on the change of the Status field in question.
Still no joy. 
I've disabled every piece of Notify workflow. That worked the best and kept the 
system alive for longer stretches but we can't run a system that way.

I've come to the realization that there may be corrupted information in the DB 
object tables and I wanted to get some feedback.
Using rrrChive I can pull a copy of every form's data since, say, two weeks 
ago. Then have the DBA restore the entire system from that date. After the 
restore I would use rrrChive to reload the two weeks' data (Modified date'  
06/11/2011) and hope for the best.

Any workflow that was changed in the last two weeks is negligible and could be 
recreated/updated as needed.

Do you think this is a viable solution?
When I asked the BMC tech if I could dump the T,H  B tables ; restore the db 
and reload the T, H  B tables he reminded me that the arschema and other meta 
tables would probably be out of synch.
That's when I thought of using rrrChive.

Sorry to be so long winded but I need to get this back online, BMC can't find 
anything in the logs and I don't want to lose the tickets we've taken in the 
last week.




---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased by 

Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[Rick Cook]

We saw on ESX 3.5 that adding CPUs actually slowed performance, due to a bug
in how the processors were accessed.  Dropping to 1 or 2 helped a lot, as
did upgrading to v4.

Rick
On Jun 28, 2011 5:33 AM, Reiser, John J john.j.rei...@lmco.com wrote:
 Mark,
 I've been working with BMC Support since last week. They have had me send
many log files trying to capture an event but nothing has shown up yet. I'll
check into Spotlight.

 Theo,
 Already disabled escalations, alerts etc. I even disabled every filter
with a notify action because that was the first bit of workflow that would
send arserver.exe running away. The system still overloads.

 Joe,
 I'll ask the VM admins to check the NIC settings. Since the SQL Server is
remote and on a huge SAN that side should be ok. The DBA said he saw no
unusual traffic to the ARSystem db.

 Rick,
 There ARE FOUR Lights. Sorry can you tell I'm losing it.
 The VM has 2 CPUs configured.
 VMware Tools says version 8.3.7 build 341836.

 LJ,
 I've been capturing Filter, thread, API, SQL logs and sent them to BMC
Support. They see no long queries or transactions that could be causing the
high cpu usage. I did combine sql and api. I'll add the filter logs and see
what kind of timing I get between the three.

 Thanks for the feedback.
 If BMC can't solve it today I think I'm going to use Misi's rrrChive and
export and reload the user data after we rollback the meta(?) data from
before the problem started.


 ---
 John J. Reiser
 Remedy Developer/Administrator
 Senior Software Development Analyst
 Lockheed Martin - MS2
 The star that burns twice as bright burns half as long.
 Pay close attention and be illuminated by its brilliance. - paraphrased by
me

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Walters, Mark
 Sent: Tuesday, June 28, 2011 4:59 AM
 To: arslist@ARSLIST.ORG
 Subject: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB
corruption? (Long Post)

 Grab a copy of Spotlight on Windows from www.quest.com and you can use it
to view the various threads within the arserverd.exe and work out which one
is causing the high CPU load. Once you have this you can reference the
thread/sql/api/filter logs to see what activity it is.

 Mark

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

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
 Sent: 27 June 2011 22:27
 To: arslist@ARSLIST.ORG
 Subject: arserver.exe is consuming 100% cpu - possible DB corruption?
(Long Post)

 Hello Listers,
 ARS 7.6.03
 MS 2003 Enterprise
 MS SQL 2005 (remote)
 Total home grown system. No OOTB modules.


 I have a real stumper here. It even has BMC scratching their heads.
 I have a production system that is experiencing cpu overload that runs up
to 99 in the processes and sits there.
 The ARSystem server is virtual machine. We thought maybe it was a MS
Patch Tuesday issue and we removed the 10 recent MS patches one at a time
and restarted the machine each time. The problem still exists after the
arserver service starts. Sometime immediately and sometimes it will sit for
1- 20 minutes before it starts to hog the CPUs.
 To eliminate any other OS and file system issues we grabbed a two week old
backup image of the server and restored it.
 The system came back ok for a short while and then started to lock up the
CPU again.
 Working with BMC I set the logs on and restarted. We saw the system jump
to 100% within a minute and captured a 10MB arsql.log file.
 It can force the overload at anytime by firing filter workflow with a
notification action in it.
 I disabled this one filter but the system still loaded up. I added a
Filter that ran a 0 and the only action was Goto 1000 to jump all Filter
actions that fired on the change of the Status field in question.
 Still no joy.
 I've disabled every piece of Notify workflow. That worked the best and
kept the system alive for longer stretches but we can't run a system that
way.

 I've come to the realization that there may be corrupted information in
the DB object tables and I wanted to get some feedback.
 Using rrrChive I can pull a copy of every form's data since, say, two
weeks ago. Then have the DBA restore the entire system from that date. After
the restore I would use rrrChive to reload the two weeks' data (Modified
date'  06/11/2011) and hope for the best.

 Any workflow that was changed in the last two weeks is negligible and
could be recreated/updated as needed.

 Do you think this is a viable solution?
 When I asked the BMC tech if I could dump the T,H  B tables ; restore the
db and reload the T, H  B tables he reminded me that the arschema and other
meta tables would probably be out of synch.
 That's when I thought of using rrrChive.

 Sorry to be so long winded but I need to get this back online, BMC can't
find anything in the logs and I don't want to lose the tickets we've taken
in the 

Re: Reoccurring Change Request

[Alejandro Canon]

You can use Asset Maintenance Scheduler for reoccurring Change Request, however 
you need to create Change Template with Change Type = Asset Maintenance.
If you don't select this value you won't be able to see template in Schedule 
Criteria Form in order to create Schedule.

Regards,

Alejandro

-Mensaje original-
De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] 
En nombre de Remedy Developer
Enviado el: Lunes, 27 de Junio de 2011 9:03
Para: arslist@ARSLIST.ORG
Asunto: Reoccurring Change Request

Apart from the Workflow approach, what are the other ways to achieve to 
schedule a Reoccurring Change request with specific Change Template?
 
I have heard of Asset Maintenance Scheduler, but in it the Change Template 
Menu doe not have any Change Template listed.Also heard that the Menu 
enlist only Templates with Change Type as Asset Maintenance.
 
Please help me with this. How can be schedule a reoccurring Standard 
Change?
 
Thank you.

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SRM Request with no fullfilment application

[Marek B.]

Hi List,

We've got service request where no incident or work order ticket is required
to be registered.
Customers just need to open an Advanced Interface Form, fill all necessary
fields and send request.
The entire workflow is executed automatically and all I need to do is make
sure the request will be closed.

How this can be done, given that you need a Process and an Application
Object attached to an SRD?

thanks,
Marek

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Re: SRM Request with no fullfilment application

[Chowdhury, Tauf]

Dumb question... Where is the data from the AIF going? If the idea is to
just fill out a web form and send the info somewhere, you can use the
OOB Quicklaunch configuration for the SRD and have it launch your AIF in
context. 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Marek B.
Sent: Tuesday, June 28, 2011 10:00 AM
To: arslist@ARSLIST.ORG
Subject: SRM Request with no fullfilment application

 

** 

Hi List,

 

We've got service request where no incident or work order ticket is
required to be registered.

Customers just need to open an Advanced Interface Form, fill all
necessary fields and send request.

The entire workflow is executed automatically and all I need to do is
make sure the request will be closed.

 

How this can be done, given that you need a Process and an Application
Object attached to an SRD?

 

thanks,

Marek

 

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Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[patrick zandi]

SLM -- if you are running SLM it is a major Pig
Also shut off the apache if you can

On Tue, Jun 28, 2011 at 8:30 AM, Reiser, John J john.j.rei...@lmco.comwrote:

 Mark,
  I've been working with BMC Support since last week. They have had me send
 many log files trying to capture an event but nothing has shown up yet. I'll
 check into Spotlight.

 Theo,
  Already disabled escalations, alerts etc. I even disabled every filter
 with a notify action because that was the first bit of workflow that would
 send arserver.exe running away. The system still overloads.

 Joe,
  I'll ask the VM admins to check the NIC settings. Since the SQL Server is
 remote and on a huge SAN that side should be ok. The DBA said he saw no
 unusual traffic to the ARSystem db.

 Rick,
 There ARE FOUR Lights. Sorry can you tell I'm losing it.
 The VM has 2 CPUs configured.
 VMware Tools says version 8.3.7 build 341836.

 LJ,
 I've been capturing Filter, thread, API, SQL logs and sent them to BMC
 Support. They see no long queries or transactions that could be causing the
 high cpu usage. I did combine sql and api. I'll add the filter logs and see
 what kind of timing I get between the three.

 Thanks for the feedback.
 If BMC can't solve it today I think I'm going to use Misi's rrrChive and
 export and reload the user data after we rollback the meta(?) data from
 before the problem started.


 ---
 John J. Reiser
 Remedy Developer/Administrator
 Senior Software Development Analyst
 Lockheed Martin - MS2
 The star that burns twice as bright burns half as long.
 Pay close attention and be illuminated by its brilliance. - paraphrased by
 me

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Walters, Mark
 Sent: Tuesday, June 28, 2011 4:59 AM
 To: arslist@ARSLIST.ORG
 Subject: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB
 corruption? (Long Post)

 Grab a copy of Spotlight on  Windows from www.quest.com and you can use it
 to view the various threads within the arserverd.exe and work out which one
 is causing the high CPU load. Once you have this you can reference the
 thread/sql/api/filter logs to see what activity it is.

 Mark

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

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
 Sent: 27 June 2011 22:27
 To: arslist@ARSLIST.ORG
 Subject: arserver.exe is consuming 100% cpu - possible DB corruption? (Long
 Post)

 Hello Listers,
 ARS 7.6.03
 MS 2003 Enterprise
 MS SQL 2005 (remote)
 Total home grown system. No OOTB modules.


 I have a real stumper here. It even has BMC scratching their heads.
 I have a production system that is experiencing cpu overload that runs up
 to 99 in the processes and sits there.
 The ARSystem server is virtual machine. We thought maybe it was a MS Patch
 Tuesday issue and we removed the 10 recent MS patches one at a time and
 restarted the machine each time. The problem still exists after the arserver
 service starts. Sometime immediately and sometimes it will sit for 1- 20
 minutes before it starts to hog the CPUs.
 To eliminate any other OS and file system issues we grabbed a two week old
 backup image of the server and restored it.
 The system came back ok for a short while and then started to lock up the
 CPU again.
 Working with BMC I set the logs on and restarted. We saw the system jump to
 100% within a minute and captured a 10MB arsql.log file.
 It can force the overload at anytime by firing filter workflow with a
 notification action in it.
 I disabled this one filter but the system still loaded up. I added a Filter
 that ran a 0 and the only action was Goto 1000 to jump all Filter actions
 that fired on the change of the Status field in question.
 Still no joy.
 I've disabled every piece of Notify workflow. That worked the best and kept
 the system alive for longer stretches but we can't run a system that way.

 I've come to the realization that there may be corrupted information in the
 DB object tables and I wanted to get some feedback.
 Using rrrChive I can pull a copy of every form's data since, say, two weeks
 ago. Then have the DBA restore the entire system from that date. After the
 restore I would use rrrChive to reload the two weeks' data (Modified date' 
 06/11/2011) and hope for the best.

 Any workflow that was changed in the last two weeks is negligible and could
 be recreated/updated as needed.

 Do you think this is a viable solution?
 When I asked the BMC tech if I could dump the T,H  B tables ; restore the
 db and reload the T, H  B tables he reminded me that the arschema and other
 meta tables would probably be out of synch.
 That's when I thought of using rrrChive.

 Sorry to be so long winded but I need to get this back online, BMC can't
 find anything in the logs and I don't want to lose the tickets we've taken
 in the last week.




 ---
 John J. Reiser
 

Re: Java Plugin Filter Plugin Time Outs

[LJ LongWing]

Uday,
That is quite simply that the web service you are calling is not responding
within the timeframe of your timeout setting.  You should contact the person
running that web service and determine where the time lag is happening.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of uday kiran
Sent: Tuesday, June 28, 2011 4:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Java Plugin Filter Plugin Time Outs

I did the performance tuning by increasing the number of list and fast
threads to 30 30 ,, I narrowed down the issue but now the issue is
with

java.net.SocketTimeoutException: Read timed out

help me out

thanks
Uday

On Fri, Jun 24, 2011 at 9:05 PM, Joe Martin D'Souza jdso...@shyle.net
wrote:
 The Plugin-Filter-API-Threads is perhaps what you need to change.. I
 remember having a similar issue (ARERR 8939) a couple of years ago that
was
 resolved with that..

 Does anyone know what is the right method (besides tweak till it works) to
 arrive at a good number for the min and max for this thread? A sort of a
 algorithm based on X, Y and Z

 Joe

 -Original Message- From: patchsk
 Sent: Friday, June 24, 2011 10:50 AM Newsgroups:
 public.remedy.arsystem.general
 To: arslist@ARSLIST.ORG
 Subject: Re: Java Plugin Filter Plugin Time Outs

 Yes these need to be changed in ar.conf
 If you post what are the values you currently have in your ar.conf
 that would help.
 In our system we currently have
 Filter-Api-Timeout: 180
 Plugin-Filter-API-Threads: 2 6
 Server-Plugin-Default-Timeout: 1
 Plugin-ARDBC-Threads: 2 4


 On Jun 24, 9:30 am, uday kiran uday.rem...@gmail.com wrote:

 Hi Vamsi,
 Do I need to change these values in ar.cfg if yes ,, what are the
 values i can set ,,

 thanks









 On Fri, Jun 24, 2011 at 3:15 AM, patchsk vamsi...@gmail.com wrote:
  Please do some research around these parameters.
  Plugin-ARDBC-Threads:
  Plugin-Filter-API-Threads:
  Server-Plugin-Default-Timeout:
  Filter-Api-Timeout:
  See if you can increase the values to these parameters than what you
  have currently in your system.

  On Jun 23, 3:42 pm, uday kiran uday.rem...@gmail.com wrote:
  Hi Folks
  Look at this error and suggest me

  We receive Plug-in server not responding messages quite often. Also
  seeing some filter api plug-in timeouts.

  Is there some configuration tweaks or performance tuning we can look

  at?

  arerror.log:

  The AR System Plug-In server is not responding.  Cannot connect to
  the system at this time.  Contact your AR System Administrator for
  assistance. (ARERR 8939)

  javaplugin log:

  2011-06-23 11:35:14,556 ERROR [pool-3-thread-4]
  com.bmc.arsys.pluginsvr.plugins.ARPluginContext (?:?) -
  ARSYS.ARF.WEBSERVICEjava.net.SocketTimeoutException: Read timed out
  java.net.SocketTimeoutException: Read timed out
  2011-06-23 11:35:14,557 ERROR [pool-3-thread-4]
  com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) -
  ARFilterApiCall FAILs in plugin: ARSYS.ARF.WEBSERVICE ERROR (9130):
  Error encountered while executing a Web Service; ; nested exception
  is:
          java.net.SocketTimeoutException: Read timed out
          at com.bmc.arsys.ws.plugin.WSPlugin.ThrowException(Unknown 
  Source)
          at com.bmc.arsys.ws.plugin.WSPlugin.filterAPICall(Unknown 
  Source)
          at 
 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository.ARFilterApiCall
   (Unknown
  Source)
          at com.bmc.arsys.pluginsvr.a.ArEsFilterApi_5(Unknown Source)
          at com.bmc.arsys.pluginsvr.a.ArEsFilterApi_4(Unknown Source)
          at 
 
com.bmc.arsys.arrpc.ARPluginServerDispatcher.dispatchOncRpcCall(Unknown
  Source)
          at 
  com.bmc.arsys.arrpc.nio.ArRpcCallHandler.dispatchCall(Unknown Source)
          at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.if(Unknown Source)
          at 
  com.bmc.arsys.arrpc.nio.ArRpcCallHandler.processRpcCall(Unknown
Source)
          at 
  com.bmc.arsys.arrpc.nio.ArRpcCallHandler$Processor.run(Unknown Source)
          at 
  java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source)
          at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown
   Source)
          at java.lang.Thread.run(Unknown Source)



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Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[dcharters]

Do you have AIE and/or Recon jobs running at all? Are those engines even 
installed anywhere?
I have also seen this with special characters being passed in Diary fields. 
That was a few versions back but something to look at.


On Tue, 28 Jun 2011 08:30:24 -0400, Reiser, John J wrote
 Mark,
  I've been working with BMC Support since last week. They have had 
 me send many log files trying to capture an event but nothing has 
 shown up yet. I'll check into Spotlight.
 
 Theo,
  Already disabled escalations, alerts etc. I even disabled every 
 filter with a notify action because that was the first bit of 
 workflow that would send arserver.exe running away. The system still 
 overloads.
 
 Joe,
  I'll ask the VM admins to check the NIC settings. Since the SQL 
 Server is remote and on a huge SAN that side should be ok. The DBA 
 said he saw no unusual traffic to the ARSystem db.
 
 Rick,
 There ARE FOUR Lights. Sorry can you tell I'm losing it.
 The VM has 2 CPUs configured.
 VMware Tools says version 8.3.7 build 341836.
 
 LJ,
 I've been capturing Filter, thread, API, SQL logs and sent them to 
 BMC Support. They see no long queries or transactions that could be 
 causing the high cpu usage. I did combine sql and api. I'll add the 
 filter logs and see what kind of timing I get between the three.
 
 Thanks for the feedback.
 If BMC can't solve it today I think I'm going to use Misi's rrrChive 
 and export and reload the user data after we rollback the meta(?)
  data from before the problem started.
 
 --- 
 John J. Reiser 
 Remedy Developer/Administrator 
 Senior Software Development Analyst 
 Lockheed Martin - MS2 
 The star that burns twice as bright burns half as long. 
 Pay close attention and be illuminated by its brilliance. -
  paraphrased by me
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Walters, Mark Sent: 
 Tuesday, June 28, 2011 4:59 AM To: arslist@ARSLIST.ORG Subject: 
 EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
 corruption? (Long Post)
 
 Grab a copy of Spotlight on  Windows from www.quest.com and you can 
 use it to view the various threads within the arserverd.exe and work 
 out which one is causing the high CPU load. Once you have this you 
 can reference the thread/sql/api/filter logs to see what activity it 
 is.
 
 Mark
 
 I work for BMC, I don't speak for them.
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: 27 
 June 2011 22:27 To: arslist@ARSLIST.ORG Subject: arserver.exe is 
 consuming 100% cpu - possible DB corruption? (Long Post)
 
 Hello Listers,
 ARS 7.6.03
 MS 2003 Enterprise
 MS SQL 2005 (remote)
 Total home grown system. No OOTB modules.
 
 I have a real stumper here. It even has BMC scratching their heads.
 I have a production system that is experiencing cpu overload that 
 runs up to 99 in the processes and sits there. The ARSystem server 
 is virtual machine. We thought maybe it was a MS Patch Tuesday 
 issue and we removed the 10 recent MS patches one at a time and 
 restarted the machine each time. The problem still exists after the 
 arserver service starts. Sometime immediately and sometimes it will 
 sit for 1- 20 minutes before it starts to hog the CPUs. To eliminate 
 any other OS and file system issues we grabbed a two week old backup 
 image of the server and restored it. The system came back ok for a 
 short while and then started to lock up the CPU again. Working with 
 BMC I set the logs on and restarted. We saw the system jump to 100% 
 within a minute and captured a 10MB arsql.log file. It can force the 
 overload at anytime by firing filter workflow with a notification 
 action in it. I disabled this one filter but the system still loaded 
 up. I added a Filter that ran a 0 and the only action was Goto 1000 
 to jump all Filter actions that fired on the change of the Status 
 field in question. Still no joy. I've disabled every piece of Notify 
 workflow. That worked the best and kept the system alive for longer 
 stretches but we can't run a system that way.
 
 I've come to the realization that there may be corrupted information 
 in the DB object tables and I wanted to get some feedback. Using 
 rrrChive I can pull a copy of every form's data since, say, two 
 weeks ago. Then have the DBA restore the entire system from that 
 date. After the restore I would use rrrChive to reload the two 
 weeks' data (Modified date'  06/11/2011) and hope for the best.
 
 Any workflow that was changed in the last two weeks is negligible 
 and could be recreated/updated as needed.
 
 Do you think this is a viable solution?
 When I asked the BMC tech if I could dump the T,H  B tables ; 
 restore the db and reload the T, H  B tables he reminded me that 
 the arschema and other meta tables would probably be out of synch. 
 That's when I thought of using rrrChive.
 
 Sorry to 

Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[Rick Cook]

There is also a hotfix for 7.1 involving some embedded spaces in Filter Run
If quals that was causing similar problems.  Wouldn't put it past the devs
to reintroduce a problem that was fixed in a previous version.  In fact, I
just fixed one of those yesterday.

Rick
On Jun 28, 2011 7:46 AM, dcharters dchart...@www.charterssoftware.com
wrote:
 Do you have AIE and/or Recon jobs running at all? Are those engines even
 installed anywhere?
 I have also seen this with special characters being passed in Diary
fields.
 That was a few versions back but something to look at.


 On Tue, 28 Jun 2011 08:30:24 -0400, Reiser, John J wrote
 Mark,
 I've been working with BMC Support since last week. They have had
 me send many log files trying to capture an event but nothing has
 shown up yet. I'll check into Spotlight.

 Theo,
 Already disabled escalations, alerts etc. I even disabled every
 filter with a notify action because that was the first bit of
 workflow that would send arserver.exe running away. The system still
 overloads.

 Joe,
 I'll ask the VM admins to check the NIC settings. Since the SQL
 Server is remote and on a huge SAN that side should be ok. The DBA
 said he saw no unusual traffic to the ARSystem db.

 Rick,
 There ARE FOUR Lights. Sorry can you tell I'm losing it.
 The VM has 2 CPUs configured.
 VMware Tools says version 8.3.7 build 341836.

 LJ,
 I've been capturing Filter, thread, API, SQL logs and sent them to
 BMC Support. They see no long queries or transactions that could be
 causing the high cpu usage. I did combine sql and api. I'll add the
 filter logs and see what kind of timing I get between the three.

 Thanks for the feedback.
 If BMC can't solve it today I think I'm going to use Misi's rrrChive
 and export and reload the user data after we rollback the meta(?)
 data from before the problem started.

 ---
 John J. Reiser
 Remedy Developer/Administrator
 Senior Software Development Analyst
 Lockheed Martin - MS2
 The star that burns twice as bright burns half as long.
 Pay close attention and be illuminated by its brilliance. -
 paraphrased by me

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Walters, Mark Sent:
 Tuesday, June 28, 2011 4:59 AM To: arslist@ARSLIST.ORG Subject:
 EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB
 corruption? (Long Post)

 Grab a copy of Spotlight on Windows from www.quest.com and you can
 use it to view the various threads within the arserverd.exe and work
 out which one is causing the high CPU load. Once you have this you
 can reference the thread/sql/api/filter logs to see what activity it
 is.

 Mark

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

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: 27
 June 2011 22:27 To: arslist@ARSLIST.ORG Subject: arserver.exe is
 consuming 100% cpu - possible DB corruption? (Long Post)

 Hello Listers,
 ARS 7.6.03
 MS 2003 Enterprise
 MS SQL 2005 (remote)
 Total home grown system. No OOTB modules.

 I have a real stumper here. It even has BMC scratching their heads.
 I have a production system that is experiencing cpu overload that
 runs up to 99 in the processes and sits there. The ARSystem server
 is virtual machine. We thought maybe it was a MS Patch Tuesday
 issue and we removed the 10 recent MS patches one at a time and
 restarted the machine each time. The problem still exists after the
 arserver service starts. Sometime immediately and sometimes it will
 sit for 1- 20 minutes before it starts to hog the CPUs. To eliminate
 any other OS and file system issues we grabbed a two week old backup
 image of the server and restored it. The system came back ok for a
 short while and then started to lock up the CPU again. Working with
 BMC I set the logs on and restarted. We saw the system jump to 100%
 within a minute and captured a 10MB arsql.log file. It can force the
 overload at anytime by firing filter workflow with a notification
 action in it. I disabled this one filter but the system still loaded
 up. I added a Filter that ran a 0 and the only action was Goto 1000
 to jump all Filter actions that fired on the change of the Status
 field in question. Still no joy. I've disabled every piece of Notify
 workflow. That worked the best and kept the system alive for longer
 stretches but we can't run a system that way.

 I've come to the realization that there may be corrupted information
 in the DB object tables and I wanted to get some feedback. Using
 rrrChive I can pull a copy of every form's data since, say, two
 weeks ago. Then have the DBA restore the entire system from that
 date. After the restore I would use rrrChive to reload the two
 weeks' data (Modified date'  06/11/2011) and hope for the best.

 Any workflow that was changed in the last two weeks is negligible
 and could be recreated/updated as needed.

 Do you think this is 

Re: Remedy API compiled for the Android

[Meyer, Jennifer L]

How about lower versions of Android?  I'm on 1.4...

Jennifer Meyer
Remedy Technical Support Specialist
State of North Carolina
Office of Information Technology Services
Service Delivery Division ITSM  ITAM Services
Office: 919-754-6543
ITS Service Desk: 919-754-6000
jennifer.me...@nc.govmailto:jennifer.me...@nc.gov
http://its.state.nc.ushttp://its.state.nc.us/

E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ibrahim Akar
Sent: Sunday, June 26, 2011 4:55 PM
To: arslist@ARSLIST.ORG
Subject: Remedy API compiled for the Android

**
We have with great difficulty compiled the Remedy API (version 7.x) for the 
Android Java (Delvik) environment. A small application was built using the API 
and we successfully logged into a server. This is a first step and requires 
much improvement but our experience will make your fight a little easier. You 
may download the technical note and analysis from

http://www.touchar.me/android/

On other news, Apple finally made the touchAR application available on their 
app store.

http://itunes.apple.com/us/app/touchar/id441475738?mt=8ls=1http://www.facebook.com/l.php?u=http%3A%2F%2Fitunes.apple.com%2Fus%2Fapp%2Ftouchar%2Fid441475738%3Fmt%3D8%26ls%3D1h=b52fe

--
-Ibrahim Akar
The foregoing e-mail communication (together with any attachments thereto) is 
intended for the designated recipient(s) only.  Its terms are Confidential and 
may be protected by Attorney/Client, or other applicable, privilege.  
Unauthorized use, dissemination, distribution, or reproduction of this message 
is Strictly Prohibited.

PLEASE CONSIDER THE ENVIRONMENT BEFORE PRINTING THIS EMAIL
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_

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Re: Control M Job Opportunity - NY, NY

[Meyer, Jennifer L]

So, Joe, what functions does ESS@Work provide?  Is it in addition to the BMC 
Remedy ITSM Suite, a replacement for it, or does it provide some other function?

Jennifer Meyer
Remedy Technical Support Specialist
State of North Carolina
Office of Information Technology Services 
Service Delivery Division ITSM  ITAM Services
Office: 919-754-6543
ITS Service Desk: 919-754-6000
jennifer.me...@nc.gov
http://its.state.nc.us
 
E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, June 23, 2011 2:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Control M Job Opportunity - NY, NY

I read that as 23 months! Never mind! Maybe because he said baby!

Joe

-Original Message- 
From: Meyer, Jennifer L
Sent: Thursday, June 23, 2011 2:17 PM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Control M Job Opportunity - NY, NY

When the child hits 21, it's definitely time to start bottle-feeding. :-)

Jennifer Meyer
Remedy Technical Support Specialist
State of North Carolina
Office of Information Technology Services
Service Delivery Division ITSM  ITAM Services
Office: 919-754-6543
ITS Service Desk: 919-754-6000
jennifer.me...@nc.gov
http://its.state.nc.us

E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, June 23, 2011 2:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Control M Job Opportunity - NY, NY

I'm not really an expert at gynecology or pediatric affairs or the phycology 
behind the relationship between mother and child for that matter, but what I 
remember from somewhere is that (odd and funny and whatever else as it may 
sound) breast feeding should be considered a normal activity until the kid 
is about 36 to 48 months. It improves the child's feeling of love and 
security, and bonds the child better to the mother.. Also its physically 
healthy for the child..

This is way off topic.. I see a word from Dan in my near future, so 
apologies in advance..

Joe

-Original Message- 
From: pritch
Sent: Thursday, June 23, 2011 1:59 PM Newsgroups:
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Control M Job Opportunity - NY, NY

How long does that go on for?  My wife is using the same line - and my 
'baby' is 23.

On Thu, 23 Jun 2011 12:43:18 -0500, Tommy Morris
tommy.mor...@radioshack.com wrote:
 My wife used the I just had a baby and you want to do WHAT?!?!? method
 of birth-control. It was very effective.



 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Meyer, Jennifer L
 Sent: Thursday, June 23, 2011 12:33 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Control M Job Opportunity - NY, NY



 **

 Yes, it's possible.  Breast-feeding is widely used as a hormonal method
 of birth control, but it's not 100%.  As long as ovulation occurs,
 pregnancy is possible.



 Jennifer Meyer

 Remedy Technical Support Specialist

 State of North Carolina

 Office of Information Technology Services

 Service Delivery Division ITSM  ITAM Services

 Office: 919-754-6543

 ITS Service Desk: 919-754-6000

 jennifer.me...@nc.gov

 http://its.state.nc.us http://its.state.nc.us/



 E-mail correspondence to and from this address may be subject to the
 North Carolina Public Records Law and may be disclosed to third parties
 only by an authorized State Official.

 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
 Sent: Thursday, June 23, 2011 12:16 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Control M Job Opportunity - NY, NY



 **



 Why blame him, how do you know its not her fault too :-)



 Joe



 From: Susan Palmer mailto:suzanpal...@gmail.com

 Sent: Thursday, June 23, 2011 12:02 PM

 Newsgroups: public.remedy.arsystem.general

 To: arslist@ARSLIST.ORG

 Subject: Re: Control M Job Opportunity - NY, NY



 **

 Are you guys trying to find out if anyone is reading the posts ... lol



 Obivously Control M didn't work for him!!!  That's the only part I can
 think of that is related.  Check Amazon.com for books that may help you
 on the topic in question.



 Susan

 On Thu, Jun 23, 2011 at 10:47 AM, Kiefer, Todd tkie...@columnit.com
 wrote:

 **

 Good morning!



 We are looking for Control M specialists on the East Coast. Does anyone
 know someone who might be interested regarding these opportunities? On a
 related note, my best friend got his wife pregnant 45 days after she
 delivered his first child... IS 

Reoccurring Change Request

[Dhananjay Deshpande]

Apart from the Workflow approach, what are the other ways to achieve to 
schedule a Reoccurring Change request with specific Change Template?



I know of Asset Maintenance Scheduler, but in it the Change Template Menu doe 
not have any Change Template listed.Also heard that the Menu enlist only 
Templates with Change Type as Asset Maintenance.



 I have checked the AST:Schedule Criteria form and the Change Template field, 
it has the menu attached which si character menu but has only Dummy value 
enlisted.



Any help in this issue will be appreciated.

Thanks!

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Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[patrick zandi]

Recon jobs, should really only have to run weekly.. but good point..
purge jobs nightly..

On Tue, Jun 28, 2011 at 11:41 AM, dcharters 
dchart...@www.charterssoftware.com wrote:

 Do you have AIE and/or Recon jobs running at all? Are those engines even
 installed anywhere?
 I have also seen this with special characters being passed in Diary fields.
 That was a few versions back but something to look at.


 On Tue, 28 Jun 2011 08:30:24 -0400, Reiser, John J wrote
  Mark,
   I've been working with BMC Support since last week. They have had
  me send many log files trying to capture an event but nothing has
  shown up yet. I'll check into Spotlight.
 
  Theo,
   Already disabled escalations, alerts etc. I even disabled every
  filter with a notify action because that was the first bit of
  workflow that would send arserver.exe running away. The system still
  overloads.
 
  Joe,
   I'll ask the VM admins to check the NIC settings. Since the SQL
  Server is remote and on a huge SAN that side should be ok. The DBA
  said he saw no unusual traffic to the ARSystem db.
 
  Rick,
  There ARE FOUR Lights. Sorry can you tell I'm losing it.
  The VM has 2 CPUs configured.
  VMware Tools says version 8.3.7 build 341836.
 
  LJ,
  I've been capturing Filter, thread, API, SQL logs and sent them to
  BMC Support. They see no long queries or transactions that could be
  causing the high cpu usage. I did combine sql and api. I'll add the
  filter logs and see what kind of timing I get between the three.
 
  Thanks for the feedback.
  If BMC can't solve it today I think I'm going to use Misi's rrrChive
  and export and reload the user data after we rollback the meta(?)
   data from before the problem started.
 
  ---
  John J. Reiser
  Remedy Developer/Administrator
  Senior Software Development Analyst
  Lockheed Martin - MS2
  The star that burns twice as bright burns half as long.
  Pay close attention and be illuminated by its brilliance. -
   paraphrased by me
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arslist@ARSLIST.ORG] On Behalf Of Walters, Mark Sent:
  Tuesday, June 28, 2011 4:59 AM To: arslist@ARSLIST.ORG Subject:
  EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB
  corruption? (Long Post)
 
  Grab a copy of Spotlight on  Windows from www.quest.com and you can
  use it to view the various threads within the arserverd.exe and work
  out which one is causing the high CPU load. Once you have this you
  can reference the thread/sql/api/filter logs to see what activity it
  is.
 
  Mark
 
  I work for BMC, I don't speak for them.
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: 27
  June 2011 22:27 To: arslist@ARSLIST.ORG Subject: arserver.exe is
  consuming 100% cpu - possible DB corruption? (Long Post)
 
  Hello Listers,
  ARS 7.6.03
  MS 2003 Enterprise
  MS SQL 2005 (remote)
  Total home grown system. No OOTB modules.
 
  I have a real stumper here. It even has BMC scratching their heads.
  I have a production system that is experiencing cpu overload that
  runs up to 99 in the processes and sits there. The ARSystem server
  is virtual machine. We thought maybe it was a MS Patch Tuesday
  issue and we removed the 10 recent MS patches one at a time and
  restarted the machine each time. The problem still exists after the
  arserver service starts. Sometime immediately and sometimes it will
  sit for 1- 20 minutes before it starts to hog the CPUs. To eliminate
  any other OS and file system issues we grabbed a two week old backup
  image of the server and restored it. The system came back ok for a
  short while and then started to lock up the CPU again. Working with
  BMC I set the logs on and restarted. We saw the system jump to 100%
  within a minute and captured a 10MB arsql.log file. It can force the
  overload at anytime by firing filter workflow with a notification
  action in it. I disabled this one filter but the system still loaded
  up. I added a Filter that ran a 0 and the only action was Goto 1000
  to jump all Filter actions that fired on the change of the Status
  field in question. Still no joy. I've disabled every piece of Notify
  workflow. That worked the best and kept the system alive for longer
  stretches but we can't run a system that way.
 
  I've come to the realization that there may be corrupted information
  in the DB object tables and I wanted to get some feedback. Using
  rrrChive I can pull a copy of every form's data since, say, two
  weeks ago. Then have the DBA restore the entire system from that
  date. After the restore I would use rrrChive to reload the two
  weeks' data (Modified date'  06/11/2011) and hope for the best.
 
  Any workflow that was changed in the last two weeks is negligible
  and could be recreated/updated as needed.
 
  Do you think this is a viable solution?
  When I asked the BMC tech if I could 

ESS@Work - (No Cost) Application Question

[Gidd Calden]

Jennifer,

ESS@Work is a complete ITSM/BSM application that is driven by the Remedy ARS 
engine.  It does not
rely on/suffer from any external executable to function.  

ESS is ITIL compliant,  Multi-Tenant and vastly driven by data.  

If you are comfortable working in the ARS development environment then request 
a No Cost download
and set up a test server to play with it.  

We have received a lot of requests for download and are processing your 
requests as quickly as possible 
so be patient and look for a download link (if you haven't received yours 
already).

HTH

 


Regards…Gidd

Glidden L. Calden
BUOYANT SOLUTIONS, INC.
  “Keeping business afloat
...in a Sea of Solutions”
 
 
 
  Office916.334.0599
  FAX916.334.0599
  Webhttp://www.buoyantsolutions.net 
E-mail  mailto:g...@buoyantsolutions.net
Please consider the environment before printing this e-mail

This message and any attachments are intended only for the use of the addressee 
and may contain information that is privileged and confidential. If the reader 
of the message is not the intended recipient or an authorized representative of 
the intended recipient, you are hereby notified that any dissemination of this 
communication is strictly prohibited. If you have received this communication 
in error, please notify us immediately by e-mail and delete the message and any 
attachments from your system.

 

___
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attend wwrug11 www.wwrug.com ARSList: Where the Answers Are

Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[Andrew C Goodall]

Are you sure there is not a user out there performing an unqualified
search or full text search? I assume you deny unqualified searching and
limit the returns for a get list?

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
http://www.jcp.com/  



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Tuesday, June 28, 2011 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible
DB corruption? (Long Post)

 

Rick,

I've gone in a few times and set the affinity to CPU0. I know that's not
exactly what you mean but it allows me to do other things like look at
log files because the arserver.exe is only hitting one of the cpus.

I'll check on the RunIf qualifications but not a whole lot of workflow
was touched recently. The problem just sort of appeared.

Though I was in Dev Studio at the time someone reported the outage to me
I wasn't actually working in Dev Studio.

When I came back to the window it was hung. So was the Usertool on my
PC.

We don't have any OOTB modules with the exception of maybe the Samples.
No ITSM, No CMDB. This is a basic ARServer system with all home built
forms. And nothing new has been added that didn't get built on the
development VM. And that one works fine.

We even stopped both ARservers, pointed the Dev server to the Production
database and the problem came with it. That's what makes me think there
is something wrong in the part of the db that houses the definitions.

Restoring the db to a state prior to the hiccup on Tuesday should
eliminate any object changes. Then I can re-import all of the data
records from the forms that I exported before the restore.

If we restore and cannot reproduce the error then re-import and it comes
back then it could be the Diary Field issue but I hope that doesn't
happen.

 

During this past week I've disabled notification filters, stopped the
email engine, stopped Tomcat. The problem comes back and BMC doesn't see
anything in the logs.

 

 

--- 
John J. Reiser 
Remedy Developer/Administrator 

Senior Software Development Analyst 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased
by me 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, June 28, 2011 10:50 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB
corruption? (Long Post)

 

** 

There is also a hotfix for 7.1 involving some embedded spaces in Filter
Run If quals that was causing similar problems.  Wouldn't put it past
the devs to reintroduce a problem that was fixed in a previous version.
In fact, I just fixed one of those yesterday. 

Rick

On Jun 28, 2011 7:46 AM, dcharters
dchart...@www.charterssoftware.com wrote:
 Do you have AIE and/or Recon jobs running at all? Are those engines
even 
 installed anywhere?
 I have also seen this with special characters being passed in Diary
fields. 
 That was a few versions back but something to look at.
 
 
 On Tue, 28 Jun 2011 08:30:24 -0400, Reiser, John J wrote
 Mark,
 I've been working with BMC Support since last week. They have had 
 me send many log files trying to capture an event but nothing has 
 shown up yet. I'll check into Spotlight.
 
 Theo,
 Already disabled escalations, alerts etc. I even disabled every 
 filter with a notify action because that was the first bit of 
 workflow that would send arserver.exe running away. The system still 
 overloads.
 
 Joe,
 I'll ask the VM admins to check the NIC settings. Since the SQL 
 Server is remote and on a huge SAN that side should be ok. The DBA 
 said he saw no unusual traffic to the ARSystem db.
 
 Rick,
 There ARE FOUR Lights. Sorry can you tell I'm losing it.
 The VM has 2 CPUs configured.
 VMware Tools says version 8.3.7 build 341836.
 
 LJ,
 I've been capturing Filter, thread, API, SQL logs and sent them to 
 BMC Support. They see no long queries or transactions that could be 
 causing the high cpu usage. I did combine sql and api. I'll add the 
 filter logs and see what kind of timing I get between the three.
 
 Thanks for the feedback.
 If BMC can't solve it today I think I'm going to use Misi's rrrChive 
 and export and reload the user data after we rollback the meta(?)
 data from before the problem started.
 
 --- 
 John J. Reiser 
 Remedy Developer/Administrator 
 Senior Software Development Analyst 
 Lockheed Martin - MS2 
 The star that burns twice as bright burns half as long. 
 Pay close attention and be illuminated by its brilliance. -
 paraphrased by me
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Walters, Mark Sent: 
 Tuesday, June 28, 2011 4:59 AM To: arslist@ARSLIST.ORG 

Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[Reiser, John J]

Unqualified searches are turned off.
BMC has had me set the next block size, reset serverside table chunks, max 
return from getlist.
Nothing worked

---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Tuesday, June 28, 2011 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)

**
Are you sure there is not a user out there performing an unqualified search or 
full text search? I assume you deny unqualified searching and limit the returns 
for a get list?

Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
http://www.jcp.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Tuesday, June 28, 2011 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)

Rick,
I've gone in a few times and set the affinity to CPU0. I know that's not 
exactly what you mean but it allows me to do other things like look at log 
files because the arserver.exe is only hitting one of the cpus.
I'll check on the RunIf qualifications but not a whole lot of workflow was 
touched recently. The problem just sort of appeared.
Though I was in Dev Studio at the time someone reported the outage to me I 
wasn't actually working in Dev Studio.
When I came back to the window it was hung. So was the Usertool on my PC.
We don't have any OOTB modules with the exception of maybe the Samples. No 
ITSM, No CMDB. This is a basic ARServer system with all home built forms. And 
nothing new has been added that didn't get built on the development VM. And 
that one works fine.
We even stopped both ARservers, pointed the Dev server to the Production 
database and the problem came with it. That's what makes me think there is 
something wrong in the part of the db that houses the definitions.
Restoring the db to a state prior to the hiccup on Tuesday should eliminate any 
object changes. Then I can re-import all of the data records from the forms 
that I exported before the restore.
If we restore and cannot reproduce the error then re-import and it comes back 
then it could be the Diary Field issue but I hope that doesn't happen.

During this past week I've disabled notification filters, stopped the email 
engine, stopped Tomcat. The problem comes back and BMC doesn't see anything in 
the logs.


---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, June 28, 2011 10:50 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)

**

There is also a hotfix for 7.1 involving some embedded spaces in Filter Run If 
quals that was causing similar problems.  Wouldn't put it past the devs to 
reintroduce a problem that was fixed in a previous version.  In fact, I just 
fixed one of those yesterday.

Rick
On Jun 28, 2011 7:46 AM, dcharters 
dchart...@www.charterssoftware.commailto:dchart...@www.charterssoftware.com 
wrote:
 Do you have AIE and/or Recon jobs running at all? Are those engines even
 installed anywhere?
 I have also seen this with special characters being passed in Diary fields.
 That was a few versions back but something to look at.


 On Tue, 28 Jun 2011 08:30:24 -0400, Reiser, John J wrote
 Mark,
 I've been working with BMC Support since last week. They have had
 me send many log files trying to capture an event but nothing has
 shown up yet. I'll check into Spotlight.

 Theo,
 Already disabled escalations, alerts etc. I even disabled every
 filter with a notify action because that was the first bit of
 workflow that would send arserver.exe running away. The system still
 overloads.

 Joe,
 I'll ask the VM admins to check the NIC settings. Since the SQL
 Server is remote and on a huge SAN that side should be ok. The DBA
 said he saw no unusual traffic to the ARSystem db.

 Rick,
 There ARE FOUR Lights. Sorry can you tell I'm losing it.
 The VM has 2 CPUs configured.
 VMware Tools says version 8.3.7 build 341836.

 LJ,
 I've been capturing Filter, thread, API, SQL logs and sent them to
 BMC Support. They see no long queries or transactions that could be
 causing the high cpu usage. I did combine sql and api. I'll add the
 filter logs and see what kind of timing I get between the 

Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[patrick zandi]

is this an AIX? box.. there is a white paper on tuning.. on that..

On Tue, Jun 28, 2011 at 12:01 PM, Reiser, John J john.j.rei...@lmco.comwrote:

 **

 Unqualified searches are turned off.

 BMC has had me set the next block size, reset serverside table chunks, max
 return from getlist.

 Nothing worked

 ** **

 ---
 John J. Reiser
 Remedy Developer/Administrator 

 Senior Software Development Analyst
 Lockheed Martin - MS2
 The star that burns twice as bright burns half as long.
 Pay close attention and be illuminated by its brilliance. - paraphrased by
 me 

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Andrew C Goodall
 *Sent:* Tuesday, June 28, 2011 11:50 AM
 *To:* arslist@ARSLIST.ORG

 *Subject:* Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible
 DB corruption? (Long Post)

 ** **

 ** 

 Are you sure there is not a user out there performing an unqualified search
 or full text search? I assume you deny unqualified searching and limit the
 returns for a get list?

 ** **

 Regards,

  

 *Andrew Goodall*

 Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
 http://www.jcp.com/
 
 --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Reiser, John J
 *Sent:* Tuesday, June 28, 2011 10:38 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible
 DB corruption? (Long Post)

 ** **

 Rick,

 I’ve gone in a few times and set the affinity to CPU0. I know that’s not
 exactly what you mean but it allows me to do other things like look at log
 files because the arserver.exe is only hitting one of the cpus.

 I’ll check on the RunIf qualifications but not a whole lot of workflow was
 touched recently. The problem just sort of appeared.

 Though I was in Dev Studio at the time someone reported the outage to me I
 wasn’t actually working in Dev Studio.

 When I came back to the window it was hung. So was the Usertool on my PC.*
 ***

 We don’t have any OOTB modules with the exception of maybe the Samples. No
 ITSM, No CMDB. This is a basic ARServer system with all home built forms.
 And nothing new has been added that didn’t get built on the development VM.
 And that one works fine.

 We even stopped both ARservers, pointed the Dev server to the Production
 database and the problem came with it. That’s what makes me think there is
 something wrong in the part of the db that houses the definitions.

 Restoring the db to a state prior to the hiccup on Tuesday should eliminate
 any object changes. Then I can re-import all of the data records from the
 forms that I exported before the restore.

 If we restore and cannot reproduce the error then re-import and it comes
 back then it could be the Diary Field issue but I hope that doesn’t happen.
 

 ** **

 During this past week I’ve disabled notification filters, stopped the email
 engine, stopped Tomcat. The problem comes back and BMC doesn’t see anything
 in the logs.

 ** **

 ** **

 ---
 John J. Reiser
 Remedy Developer/Administrator 

 Senior Software Development Analyst
 Lockheed Martin - MS2
 The star that burns twice as bright burns half as long.
 Pay close attention and be illuminated by its brilliance. - paraphrased by
 me 

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
 *Sent:* Tuesday, June 28, 2011 10:50 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB
 corruption? (Long Post)

 ** **

 ** 

 There is also a hotfix for 7.1 involving some embedded spaces in Filter Run
 If quals that was causing similar problems.  Wouldn't put it past the devs
 to reintroduce a problem that was fixed in a previous version.  In fact, I
 just fixed one of those yesterday. 

 Rick

 On Jun 28, 2011 7:46 AM, dcharters dchart...@www.charterssoftware.com
 wrote:
  Do you have AIE and/or Recon jobs running at all? Are those engines even
  installed anywhere?
  I have also seen this with special characters being passed in Diary
 fields.
  That was a few versions back but something to look at.
 
 
  On Tue, 28 Jun 2011 08:30:24 -0400, Reiser, John J wrote
  Mark,
  I've been working with BMC Support since last week. They have had
  me send many log files trying to capture an event but nothing has
  shown up yet. I'll check into Spotlight.
 
  Theo,
  Already disabled escalations, alerts etc. I even disabled every
  filter with a notify action because that was the first bit of
  workflow that would send arserver.exe running away. The system still
  overloads.
 
  Joe,
  I'll ask the VM admins to check the NIC settings. Since the SQL
  Server is remote and on a huge SAN that side should be ok. The DBA
  said he saw no unusual 

Complex Web Services

[Mark Rushton]

Hi

I am looking for examples of web services (XSD or XML) that can raise multiple 
records, e.g. a feeder system user clicks multiple line in their system and 
hits 
send to Remedy - one call to a web service to create a new record in Remedy 
for each row in the sending system.

At the moment, I have lots of examples but none are really what I am looking 
for 
or Remedy specific. Yes, I have read the manuals and triued the examples but 
still need more input...

TIA

M
 Mark Rushton
Stylex I.T Ltd

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

Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[Grooms, Frederick W]

If you had Migrator (I know it's not perfect, but for a fully custom system it 
works nicely) you could do a Differences between your non-prod and Prod 
environments.  That would tell you workflow that is different

If you don't have it ask BMC for a 30 day trial.

You didn't by any chance turn on the Record Object Relationships on the prod 
server?

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Tuesday, June 28, 2011 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)

**
Unqualified searches are turned off.
BMC has had me set the next block size, reset serverside table chunks, max 
return from getlist.
Nothing worked

---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Tuesday, June 28, 2011 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)

**
Are you sure there is not a user out there performing an unqualified search or 
full text search? I assume you deny unqualified searching and limit the returns 
for a get list?

Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
http://www.jcp.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Tuesday, June 28, 2011 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)

Rick,
I've gone in a few times and set the affinity to CPU0. I know that's not 
exactly what you mean but it allows me to do other things like look at log 
files because the arserver.exe is only hitting one of the cpus.
I'll check on the RunIf qualifications but not a whole lot of workflow was 
touched recently. The problem just sort of appeared.
Though I was in Dev Studio at the time someone reported the outage to me I 
wasn't actually working in Dev Studio.
When I came back to the window it was hung. So was the Usertool on my PC.
We don't have any OOTB modules with the exception of maybe the Samples. No 
ITSM, No CMDB. This is a basic ARServer system with all home built forms. And 
nothing new has been added that didn't get built on the development VM. And 
that one works fine.
We even stopped both ARservers, pointed the Dev server to the Production 
database and the problem came with it. That's what makes me think there is 
something wrong in the part of the db that houses the definitions.
Restoring the db to a state prior to the hiccup on Tuesday should eliminate any 
object changes. Then I can re-import all of the data records from the forms 
that I exported before the restore.
If we restore and cannot reproduce the error then re-import and it comes back 
then it could be the Diary Field issue but I hope that doesn't happen.

During this past week I've disabled notification filters, stopped the email 
engine, stopped Tomcat. The problem comes back and BMC doesn't see anything in 
the logs.


---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, June 28, 2011 10:50 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)

**

There is also a hotfix for 7.1 involving some embedded spaces in Filter Run If 
quals that was causing similar problems.  Wouldn't put it past the devs to 
reintroduce a problem that was fixed in a previous version.  In fact, I just 
fixed one of those yesterday.

Rick
On Jun 28, 2011 7:46 AM, dcharters 
dchart...@www.charterssoftware.commailto:dchart...@www.charterssoftware.com 
wrote:
 Do you have AIE and/or Recon jobs running at all? Are those engines even
 installed anywhere?
 I have also seen this with special characters being passed in Diary fields.
 That was a few versions back but something to look at.


 On Tue, 28 Jun 2011 08:30:24 -0400, Reiser, John J wrote
 Mark,
 I've been working with BMC Support since last week. They have had
 me send many log files trying to capture an event but nothing has
 shown up yet. I'll check into Spotlight.

 Theo,
 Already disabled escalations, alerts etc. I even disabled every
 filter with a notify action because that was the first bit of
 workflow that would send arserver.exe running away. 

Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[Reiser, John J]

It was turned on over two weeks ago but I turned it off because of issues then.
The server has been rebooted a dozen times since last Tuesday and I keep 
checking to make sure it didn't get stuck on.


---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, June 28, 2011 12:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)

**
If you had Migrator (I know it's not perfect, but for a fully custom system it 
works nicely) you could do a Differences between your non-prod and Prod 
environments.  That would tell you workflow that is different

If you don't have it ask BMC for a 30 day trial.

You didn't by any chance turn on the Record Object Relationships on the prod 
server?

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Tuesday, June 28, 2011 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)

**
Unqualified searches are turned off.
BMC has had me set the next block size, reset serverside table chunks, max 
return from getlist.
Nothing worked

---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Tuesday, June 28, 2011 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)

**
Are you sure there is not a user out there performing an unqualified search or 
full text search? I assume you deny unqualified searching and limit the returns 
for a get list?

Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
http://www.jcp.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Tuesday, June 28, 2011 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)

Rick,
I've gone in a few times and set the affinity to CPU0. I know that's not 
exactly what you mean but it allows me to do other things like look at log 
files because the arserver.exe is only hitting one of the cpus.
I'll check on the RunIf qualifications but not a whole lot of workflow was 
touched recently. The problem just sort of appeared.
Though I was in Dev Studio at the time someone reported the outage to me I 
wasn't actually working in Dev Studio.
When I came back to the window it was hung. So was the Usertool on my PC.
We don't have any OOTB modules with the exception of maybe the Samples. No 
ITSM, No CMDB. This is a basic ARServer system with all home built forms. And 
nothing new has been added that didn't get built on the development VM. And 
that one works fine.
We even stopped both ARservers, pointed the Dev server to the Production 
database and the problem came with it. That's what makes me think there is 
something wrong in the part of the db that houses the definitions.
Restoring the db to a state prior to the hiccup on Tuesday should eliminate any 
object changes. Then I can re-import all of the data records from the forms 
that I exported before the restore.
If we restore and cannot reproduce the error then re-import and it comes back 
then it could be the Diary Field issue but I hope that doesn't happen.

During this past week I've disabled notification filters, stopped the email 
engine, stopped Tomcat. The problem comes back and BMC doesn't see anything in 
the logs.


---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, June 28, 2011 10:50 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)

**

There is also a hotfix for 7.1 involving some embedded spaces in Filter Run If 
quals that was causing similar problems.  Wouldn't put it past the devs to 
reintroduce a problem that was fixed in a previous version.  In fact, I just 
fixed one of those yesterday.

Rick
On Jun 28, 2011 7:46 AM, dcharters 

Re: Complex Web Services

[LJ LongWing]

Mark,

This is actually simpler than you may think.  Contact me off list and I can 
walk you through the creation of this web service…I’ve done it a few times, and 
it’s definitely possible…but not exceedingly easy to explain.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mark Rushton
Sent: Tuesday, June 28, 2011 10:35 AM
To: arslist@ARSLIST.ORG
Subject: Complex Web Services

 

** 

Hi

 

I am looking for examples of web services (XSD or XML) that can raise multiple 
records, e.g. a feeder system user clicks multiple line in their system and 
hits send to Remedy - one call to a web service to create a new record in 
Remedy for each row in the sending system.

 

At the moment, I have lots of examples but none are really what I am looking 
for or Remedy specific. Yes, I have read the manuals and triued the examples 
but still need more input...

 

TIA

 

M
 

Mark Rushton
Stylex I.T Ltd

 

_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_


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Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[John . Atherly]

Is the server cacheing or Mid Tier?
_
 


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




Rick Cook remedyr...@gmail.com 
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
06/28/2011 08:47 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long 
Post)






** 
We saw on ESX 3.5 that adding CPUs actually slowed performance, due to a 
bug in how the processors were accessed.  Dropping to 1 or 2 helped a lot, 
as did upgrading to v4.
Rick
On Jun 28, 2011 5:33 AM, Reiser, John J john.j.rei...@lmco.com wrote:
 Mark,
 I've been working with BMC Support since last week. They have had me 
send many log files trying to capture an event but nothing has shown up 
yet. I'll check into Spotlight.
 
 Theo,
 Already disabled escalations, alerts etc. I even disabled every filter 
with a notify action because that was the first bit of workflow that would 
send arserver.exe running away. The system still overloads.
 
 Joe,
 I'll ask the VM admins to check the NIC settings. Since the SQL Server 
is remote and on a huge SAN that side should be ok. The DBA said he saw no 
unusual traffic to the ARSystem db.
 
 Rick,
 There ARE FOUR Lights. Sorry can you tell I'm losing it.
 The VM has 2 CPUs configured.
 VMware Tools says version 8.3.7 build 341836.
 
 LJ,
 I've been capturing Filter, thread, API, SQL logs and sent them to BMC 
Support. They see no long queries or transactions that could be causing 
the high cpu usage. I did combine sql and api. I'll add the filter logs 
and see what kind of timing I get between the three.
 
 Thanks for the feedback.
 If BMC can't solve it today I think I'm going to use Misi's rrrChive and 
export and reload the user data after we rollback the meta(?) data from 
before the problem started.
 
 
 --- 
 John J. Reiser 
 Remedy Developer/Administrator 
 Senior Software Development Analyst 
 Lockheed Martin - MS2 
 The star that burns twice as bright burns half as long. 
 Pay close attention and be illuminated by its brilliance. - paraphrased 
by me 
 
 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Walters, Mark
 Sent: Tuesday, June 28, 2011 4:59 AM
 To: arslist@ARSLIST.ORG
 Subject: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)
 
 Grab a copy of Spotlight on Windows from www.quest.com and you can use 
it to view the various threads within the arserverd.exe and work out which 
one is causing the high CPU load. Once you have this you can reference the 
thread/sql/api/filter logs to see what activity it is.
 
 Mark
 
 I work for BMC, I don't speak for them.
 
 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
 Sent: 27 June 2011 22:27
 To: arslist@ARSLIST.ORG
 Subject: arserver.exe is consuming 100% cpu - possible DB corruption? 
(Long Post)
 
 Hello Listers,
 ARS 7.6.03
 MS 2003 Enterprise
 MS SQL 2005 (remote)
 Total home grown system. No OOTB modules.
 
 
 I have a real stumper here. It even has BMC scratching their heads.
 I have a production system that is experiencing cpu overload that runs 
up to 99 in the processes and sits there.
 The ARSystem server is virtual machine. We thought maybe it was a MS 
Patch Tuesday issue and we removed the 10 recent MS patches one at a 
time and restarted the machine each time. The problem still exists after 
the arserver service starts. Sometime immediately and sometimes it will 
sit for 1- 20 minutes before it starts to hog the CPUs.
 To eliminate any other OS and file system issues we grabbed a two week 
old backup image of the server and restored it.
 The system came back ok for a short while and then started to lock up 
the CPU again.
 Working with BMC I set the logs on and restarted. We saw the system jump 
to 100% within a minute and captured a 10MB arsql.log file.
 It can force the overload at anytime by firing filter workflow with a 
notification action in it.
 I disabled this one filter but the system still loaded up. I added a 
Filter that ran a 0 and the only action was Goto 1000 to jump all Filter 
actions that fired on the change of the Status field in question.
 Still no joy. 
 I've disabled every piece of Notify workflow. That worked the best and 
kept the system alive for longer stretches but we can't run a system that 
way.
 
 I've come to the realization that there may be corrupted information in 
the DB 

QBE Change Impact

[Brittain, Mark]

Hi All,

I know that when you change an index there is a performance lag while the index 
is being built/rebuilt. Is the same true when changing the QBE on a field from 
leading to equal?

Just want to assess the user impact before making the change.

ARS 6.3 patch 20
Oracle 9.2
SunOS 5.9

Thanks
Mark

Mark Brittain
Remedy Developer
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-317-2897



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

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Re: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[Reiser, John J]

DO you mean is the Tomcat executable hogging cpu time?
Only for a few minutes after a Tomcat restart.
It's the arserver.exe that is eating up cpu cycles.

---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of john.athe...@schneider-electric.com
Sent: Tuesday, June 28, 2011 1:17 PM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)

**
Is the server cacheing or Mid Tier?
_

John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |
Email: john.athe...@apcc.commailto:%20john.athe...@apcc.com  |   Site: 
www.apc.com/http://www.apc.com/  |   Address: 132 Fairgrounds Road, West 
Kingston, RI 02892 USA
*** Please consider the environment before printing this e-mail


Rick Cook remedyr...@gmail.com
Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG

06/28/2011 08:47 AM
Please respond to
arslist@ARSLIST.ORG


To

arslist@ARSLIST.ORG

cc

Subject

Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)







**

We saw on ESX 3.5 that adding CPUs actually slowed performance, due to a bug in 
how the processors were accessed.  Dropping to 1 or 2 helped a lot, as did 
upgrading to v4.

Rick

On Jun 28, 2011 5:33 AM, Reiser, John J 
john.j.rei...@lmco.commailto:john.j.rei...@lmco.com wrote:
 Mark,
 I've been working with BMC Support since last week. They have had me send 
 many log files trying to capture an event but nothing has shown up yet. I'll 
 check into Spotlight.

 Theo,
 Already disabled escalations, alerts etc. I even disabled every filter with a 
 notify action because that was the first bit of workflow that would send 
 arserver.exe running away. The system still overloads.

 Joe,
 I'll ask the VM admins to check the NIC settings. Since the SQL Server is 
 remote and on a huge SAN that side should be ok. The DBA said he saw no 
 unusual traffic to the ARSystem db.

 Rick,
 There ARE FOUR Lights. Sorry can you tell I'm losing it.
 The VM has 2 CPUs configured.
 VMware Tools says version 8.3.7 build 341836.

 LJ,
 I've been capturing Filter, thread, API, SQL logs and sent them to BMC 
 Support. They see no long queries or transactions that could be causing the 
 high cpu usage. I did combine sql and api. I'll add the filter logs and see 
 what kind of timing I get between the three.

 Thanks for the feedback.
 If BMC can't solve it today I think I'm going to use Misi's rrrChive and 
 export and reload the user data after we rollback the meta(?) data from 
 before the problem started.


 ---
 John J. Reiser
 Remedy Developer/Administrator
 Senior Software Development Analyst
 Lockheed Martin - MS2
 The star that burns twice as bright burns half as long.
 Pay close attention and be illuminated by its brilliance. - paraphrased by me

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of 
 Walters, Mark
 Sent: Tuesday, June 28, 2011 4:59 AM
 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
 Subject: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
 corruption? (Long Post)

 Grab a copy of Spotlight on Windows from www.quest.comhttp://www.quest.com/ 
 and you can use it to view the various threads within the arserverd.exe and 
 work out which one is causing the high CPU load. Once you have this you can 
 reference the thread/sql/api/filter logs to see what activity it is.

 Mark

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

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, 
 John J
 Sent: 27 June 2011 22:27
 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
 Subject: arserver.exe is consuming 100% cpu - possible DB corruption? (Long 
 Post)

 Hello Listers,
 ARS 7.6.03
 MS 2003 Enterprise
 MS SQL 2005 (remote)
 Total home grown system. No OOTB modules.


 I have a real stumper here. It even has BMC scratching their heads.
 I have a production system that is experiencing cpu overload that runs up to 
 99 in the processes and sits there.
 The ARSystem server is virtual machine. We thought maybe it was a MS Patch 
 Tuesday issue and we removed the 10 recent MS patches one at a time and 
 restarted the machine each time. The problem still exists after the arserver 
 service starts. Sometime immediately and sometimes it will sit for 1- 20 
 minutes before it starts to hog the CPUs.
 To eliminate 

ADM:Timing Test please ignore

[Daniel Bloom]

15:00:00 EST


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Re: QBE Change Impact

[Meyer, Jennifer L]

Mark,

I've never noticed a significant performance impact when changing a field SBE 
preference to a lesser degree of search performance.  Just to be on the safe 
side, though, I'd do it after hours.

Oh, heck, just do it first thing in the morning and see if performance is 
impacted.  Live on the wild side.

Jennifer Meyer
Remedy Technical Support Specialist
State of North Carolina
Office of Information Technology Services
Service Delivery Division ITSM  ITAM Services
Office: 919-754-6543
ITS Service Desk: 919-754-6000
jennifer.me...@nc.govmailto:jennifer.me...@nc.gov
http://its.state.nc.ushttp://its.state.nc.us/

E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Tuesday, June 28, 2011 1:35 PM
To: arslist@ARSLIST.ORG
Subject: QBE Change Impact

**
Hi All,

I know that when you change an index there is a performance lag while the index 
is being built/rebuilt. Is the same true when changing the QBE on a field from 
leading to equal?

Just want to assess the user impact before making the change.

ARS 6.3 patch 20
Oracle 9.2
SunOS 5.9

Thanks
Mark

Mark Brittain
Remedy Developer
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-317-2897



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

[Gidd Calden]

Mark,

Look at XML Gateway from Java Systems.  
Here is a link:   http://www.javasystemsolutions.com/jss/xmlgateway

There is a viewlet/movie of this page to give you a feel for how it all works.

HTH



Regards…Gidd

Glidden L. Calden
BUOYANT SOLUTIONS, INC.
  “Keeping business afloat
...in a Sea of Solutions”
 
 
 
  Office916.334.0599
  FAX916.334.0599
  Webhttp://www.buoyantsolutions.net 
E-mail  mailto:g...@buoyantsolutions.net
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the intended recipient, you are hereby notified that any dissemination of this 
communication is strictly prohibited. If you have received this communication 
in error, please notify us immediately by e-mail and delete the message and any 
attachments from your system.

 






-Original Message-
From: Mark Rushton mark.rush...@talk21.com
To: arslist@arslist.org
Date: 06/28/11 09:35
Subject: Complex Web Services

** 
Hi


I am looking for examples of web services (XSD or XML) that can raise multiple 
records, e.g. a feeder system user clicks multiple line in their system and 
hits send to Remedy - one call to a web service to create a new record in 
Remedy for each row in the sending system. 


At the moment, I have lots of examples but none are really what I am looking 
for or Remedy specific. Yes, I have read the manuals and triued the examples 
but still need more input...


TIA


M
 
Mark Rushton
Stylex I.T Ltd




 
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_




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ARS web client and IE8 Merged Frame Process

[Logan, Kelly]

Hello All,

Something I hinted at earlier that I wanted to share more information about:  
Internet Explorer 8's new Merged Frame 
Processhttp://blogs.msdn.com/b/askie/archive/2009/03/13/clicking-on-the-blue-e-in-taskbar-does-not-launch-a-new-process-in-ie8.aspx
 technology will allow the latest web client login to overwrite the last, 
unless you take steps to stop this.  (Info on MFP here, in case you can't see 
the link above:  
http://blogs.msdn.com/b/askie/archive/2009/03/13/clicking-on-the-blue-e-in-taskbar-does-not-launch-a-new-process-in-ie8.aspx
 - h/t to )

One of Microsoft's stated goals was to use less resources by allowing one 
browser 'frame' process (the object that holds the parts around the tabs) to 
hold multiple tab sessions, and to not create a new frame if it didn't seem 
necessary.  The result is that if you open a web client URL and login (creating 
one active Remedy session w/cookies), then open a second web client URL (even 
in a different window) and login, the second login can overwrite the first's 
session.

For example, here's what I can do right now on a 7.6.4 system loaded with 
service desk and test data I am using to test for an upgrade:


1.)Open browser window A, browse to ...login.jsp, login as customer01 (a 
read-only account) - I see the IT Home page:  The greeting and status bar below 
say customer01.

2.)Open browser window B, browse to ...login.jsp, login as Allen (an 
administrator account) - I see the IT Home page:  The greeting and status bar 
below say Allen.

3.)Go back to browser window A now, open the 'Applications' quick menu, 
choose Application Administration Console - I see the administrator's 
console, and the status bar at the bottom now identifies the formerly read-only 
user as administrator Allen with a fixed license.  From this point on, window A 
operates with Allen's permissions.

Originally, this concerned me because it seemed to prevent a basic 
functionality of Remedy User that I use almost every day:  Opening multiple 
sessions with different logins to run different processes, monitor actions, 
troubleshoot issues, test user access, etc.  Fortunately, the link I provided 
above notes some workarounds:  I chose the command line option and created a 
desktop icon for IE with -NoFrameMerging, as such
   C:\Program Files\Internet Explorer\iexplore.exe -NoFrameMerging 
http://YourMidTier:8080/arsys/shared/login.jsp?/arsys/home

So far, this is working and I can successfully run multiple sessions without 
them overwriting each other.  (This way you can still use the resource saving 
functionalities of the MFP.)

Now however, my concern is that this may be a security issue as well.  As I've 
noted above, even a read-only browser frame can be merged with another browser 
frame that has the highest permissions possible.  It seems to me that with a 
minimum of security barriers, someone with a fair knowledge of HTML and Java 
programming could gain administrative access by:

1.) Get any login to the Remedy server - not a problem, many companies have 
read-only id/pws they freely distribute for self-service and the like.

2.)Create a site that a Remedy administrator is likely to browse to and 
have up when logging in to the Remedy server.

3.)Put code on that site that mimics the login.jsp (or calls it invisibly) 
using the known login, logs into the server to create a valid (read-only) 
session, and waits.

4.)Remedy admin logs in, the read-only session gains administrator 
permissions, and it can now run any number of queries or other Remedy actions 
for as long as the administrator is logged in.

This of course is the most extreme, gaining admin access and putting the server 
in danger.  It would be even easier however to 'trojan' the larger number of 
regular users who have permissions to secure data (HIPAA, financial, military, 
etc) kept in Remedy to pull the data they have access to, and all actions would 
be, as far as Remedy was concerned, performed by the user during a valid login 
session.

BMC support's answer was that since the Mid-tier tracks session based on two 
cookies which exist in the context of hitting the Mid-tier server, it is 
unclear how it'd be possible to obtain/use these cookies via a rouge (sic) 
website outside of this context, not to mention somehow authenticating as an 
administrator.

What do you think?  Is my scenario plausible?

I look forward to reading (and learning) more from you all on this!  :^)


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

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Bug Alert: ITSM 7.6.04 and p1 - HPD:IncidentInterface web service

[Chowdhury, Tauf]

All,

Just wanted to let you all know about a confirmed bug on the
HPD:IncidentInterface web service (not the Create). BMC confirmed it
will be fixed in patch 2 but for now will be supplying a hotfix to me. 

The issue is that in the OOB web service, the element for the 'Service
Type' Field is duplicated in the XML. This causes any queries
(especially from .NET apps) to fail with an error like Custom tool
failed. Schema item 'simpleType' named 'Status_ReasonType' from
namespace 'urn:HPD_IncidentInterface_WS'.

As a workaround, I created a custom wsdl and that resolved the issue but
BMC will be supplying a .def file to replace the OOB web service. 

Hope this helps someone else...

-Tauf

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ADM: Reminder. ARSlist Outage in 10 minutes.

[John Baker]

New web interface looks super. Well done.

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Any experiences using Run Process Application-Release-Pending with Filters/Filter Guides and `!

[Anderson Debra (PRN)]

Hi Everyone,

 

I am working a new function in our custom app (ARS 7.0) that involves
somewhat complex filter processing - at least for me J

 

Basically when a user updates a record's status to a certain value a
filter is run that calls a Filter Guide which has several filters some
of these also call filter guides that are in most cases doing table loop
processing.  These filters will push new records into a new transaction
form - these records will need to processed at the end of the filter
guide.   My approach was to have the final filters do the following
steps to process the transactions added during the previous filter guide
steps

1)Call Run Process Application-Release-Pending

2)Call a final Filter Guide which would do a table loop on a table
based on the transaction form records just added.

 

Does anyone have any experience using the Application-Release-Pending
command?

Any suggestions for how to use and/or best method to troubleshoot?

 

Also I have named the filters in my guides that are doing the push
fields to the transaction table with a `! prefix to try to ensure the
pushed records are available later in the workflow of the filter guide.
However not sure how the `! would work when it's a filter that is part
of a fairly involved filter guide process.

 

My results are unexpected - I would have expected either no rows to be
processed from the table loop or all rows but instead the loop processed
one row from the table when I added the Run Process
Application-Release-Pending and also processed one row when I removed
the Run Process action.

 

Thanks

Debra

 

Debra Anderson
T  415.808.9118   |   F  415.808.3535   
600 Harrison St *   San Francisco, CA   *   94107

PRN | media where  when it matters

This e-mail (including any attachments) is meant for only the intended
recipient of the transmission, and may include confidential information.
If you are not the intended recipient or you received this e-mail in
error, any review, use, dissemination, distribution, or copying of this
e-mail is strictly prohibited.  If you have received this message in
error, please notify the sender immediately by telephone at (415)
808-3500 or by return e-mail and delete this e-mail, along with any
attachments and copies, from your system.  Thank you.



 


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New v7.5P4 server needs NextIDs on existing form in v7.0.1P2 server

[Susan Palmer]

Hi Everyone,

We are getting ready to cutover to our new server using v7.5P4.  I'm looking
for a more efficient way to enter the NextID (fieldID 1) for forms other
than one by one on the new server at cut over.  It's great that the arschema
form data is available in the user tool, but it's still a one at a time
update.

Is there some way to say, 'Update all forms to use the nextID based on
highest ID currently on a form'?

I've been using rrrchive to do the data updates and it has worked great.
But I don't see an option for NextID update, or I missed it.

I know I could looks at the NextID the day before and just enter a 'higher'
number than I think will be utilized before cut over on the new server, but
I'd really like the change to be transparent.

Thanks for suggestions you may have.

Susan

ARS v7.0.1P2 going to v7.5.P4
Oracle 10g

Susan Palmer
ShopperTrak
200 W Monroe St  11th Floor
Chicago, IL  60606
312-529-5325
spal...@shoppertrak.com

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Re: New v7.5P4 server needs NextIDs on existing form in v7.0.1P2 server

[strauss]

Well, I used the rrrARSCHEMA form that Misi distributes with rrr|CHIVE to 
update all 1,558 type 1 forms to new NEXTID values before we opened the 
upgraded system up for testing.  That way ALL new records are deconflicted from 
the data updates that we run weekly with rrr|CHIVE from production.  You can 
select forms based on ranges of NEXTID values after sorting them, then modify 
all selected form NEXTIDs at once to a new number, for example, I moved ALL 
forms where NEXTID was less than 500 (about 1,300 forms) to 1001, between 500 
and 1000 to 2001, etc.  Using the rrARSCHEMA form made this admittedly manual 
process quite easy, once I had already decided what I wanted to change each 
block to. This way there will be no doubt where a record was created - on the 
current production system or on the new, upgraded system.

Reports was the fun one - the NEXTID was 2,163 on a 7.1 system.  After all of 
the upgrading steps that got me to 7.6.04, it was 20,001,458, so I had to set 
it to 30,000,001.

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 Susan Palmer
Sent: Tuesday, June 28, 2011 4:17 PM
To: arslist@ARSLIST.ORG
Subject: New v7.5P4 server needs NextIDs on existing form in v7.0.1P2 server

**
Hi Everyone,

We are getting ready to cutover to our new server using v7.5P4.  I'm looking 
for a more efficient way to enter the NextID (fieldID 1) for forms other than 
one by one on the new server at cut over.  It's great that the arschema form 
data is available in the user tool, but it's still a one at a time update.

Is there some way to say, 'Update all forms to use the nextID based on highest 
ID currently on a form'?

I've been using rrrchive to do the data updates and it has worked great.  But I 
don't see an option for NextID update, or I missed it.

I know I could looks at the NextID the day before and just enter a 'higher' 
number than I think will be utilized before cut over on the new server, but I'd 
really like the change to be transparent.

Thanks for suggestions you may have.

Susan

ARS v7.0.1P2 going to v7.5.P4
Oracle 10g

Susan Palmer
ShopperTrak
200 W Monroe St  11th Floor
Chicago, IL  60606
312-529-5325tel:312-529-5325
spal...@shoppertrak.commailto:spal...@shoppertrak.com


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TMS:Task, TMS:TaskGroup Fields lost Task User Read-Write Permissions

[Raj]

The TMS:Task and TMS:TaskGroup forms' Task User permissions on the
fields became read-only. We
try to change it but there is no read write option. Users cannot
modify the Task Template inspite of having Task User Permission.
Did some research and found out that z1D Char 10 field on TMS:Task and
TMS:TaskGroup form has Task User permission.
On Prod System, the permission is Read Only, where as On UAT the same
field has Read Write Permission.
Is there a way to make that Task User permission on Prod System Read
Write?
ARS 7.1, ITSM 7.0.3 P008, Oracle DB, Solaris OS.

Please advise,
Raj

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Re: Any experiences using Run Process Application-Release-Pending with Filters/Filter Guides and `!

[Axton]

Try setting up the filters in the first filter guide with the characters `!
at the end of the filter name.  This will force the push fields to take
place during phase 2 of the filter processing, which means that your later
set fields/call guide actions will have the records available.

The Application-Release-Pending can be dangerous because it causes a commit
to the database before the filter processing completes.  This means that if
an error occurs later, it will not roll back those transactions.

Axton

On Tue, Jun 28, 2011 at 4:06 PM, Anderson Debra (PRN) 
debra_ander...@prn.com wrote:

 **

 Hi Everyone,

 ** **

 I am working a new function in our custom app (ARS 7.0) that involves
 somewhat complex filter processing – at least for me J

 ** **

 Basically when a user updates a record’s status to a certain value a filter
 is run that calls a Filter Guide which has several filters some of these
 also call filter guides that are in most cases doing table loop processing.
 These filters will push new records into a new transaction form – these
 records will need to processed at the end of the filter guide.   My approach
 was to have the final filters do the following steps to process the
 transactions added during the previous filter guide steps

 **1)**Call Run Process Application-Release-Pending

 **2)**Call a final Filter Guide which would do a table loop on a table
 based on the transaction form records just added.

 ** **

 Does anyone have any experience using the Application-Release-Pending
 command?

 Any suggestions for how to use and/or best method to troubleshoot?

 ** **

 Also I have named the filters in my guides that are doing the push fields
 to the transaction table with a `! prefix to try to ensure the pushed
 records are available later in the workflow of the filter guide.  However
 not sure how the `! would work when it’s a filter that is part of a fairly
 involved filter guide process.

 ** **

 My results are unexpected – I would have expected either no rows to be
 processed from the table loop or all rows but instead the loop processed one
 row from the table when I added the Run Process Application-Release-Pending
 and also processed one row when I removed the Run Process action.

 ** **

 Thanks

 Debra

 ** **

 Debra Anderson
 *T*  415.808.9118   |   *F*  415.808.3535
 600 Harrison St •   San Francisco, CA   •   94107

 *PRN** |** *media where  when it matters

 This e-mail (including any attachments) is meant for only the intended
 recipient of the transmission, and may include confidential information. If
 you are not the intended recipient or you received this e-mail in error, any
 review, use, dissemination, distribution, or copying of this e-mail is
 strictly prohibited.  If you have received this message in error, please
 notify the sender immediately by telephone at (415) 808-3500 or by return
 e-mail and delete this e-mail, along with any attachments and copies, from
 your system.  Thank you.

 

 ** **
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Critical Issue ITSM Overload

[Kathy Morris]

Hi,
 
We are having serious performance issues on 7.1.  
We have 14 million lines in the database.  The decision was made to  
archive the past 4 years of data, and keep 1 year of data on  production.   
Incremental data needs to be loaded to the  archive Server weekly.  How would 
we 
add the incremental data to the  archive server in Remedy? 
 
There are references that are pointing to objects that we need to keep  
together.

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Re: Critical Issue ITSM Overload

[Meyer, Jennifer L]

Use RRR|Chive.  Works super.

Jennifer Meyer
Remedy Technical Support Specialist
State of North Carolina
Office of Information Technology Services
Service Delivery Division ITSM  ITAM Services
Office: 919-754-6543
ITS Service Desk: 919-754-6000
jennifer.me...@nc.govmailto:jennifer.me...@nc.gov
http://its.state.nc.ushttp://its.state.nc.us/

E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Tuesday, June 28, 2011 6:48 PM
To: arslist@ARSLIST.ORG
Subject: Critical Issue ITSM Overload

**
Hi,

We are having serious performance issues on 7.1.
We have 14 million lines in the database.  The decision was made to archive the 
past 4 years of data, and keep 1 year of data on production.   Incremental data 
needs to be loaded to the archive Server weekly.  How would we add the 
incremental data to the archive server in Remedy?

There are references that are pointing to objects that we need to keep together.

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WWRUG11 Agenda?

[Susan Palmer]

Any basic agenda we can see yet?

Thanks,
Susan

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Print icon on the Overview Console of ARS / ITSM 7.6.04

[Joe Martin D'Souza]

We are on Windows 2008  MS SQL and tried this print icon that does open the 
reporting window but doesn’t generate the report. A white window opens with no 
contents showing 1 of blank space records. Yes I  had my customer click on 
the record they want to print and I saw them do it on a data show.

Does this work – or has anyone else noticed a potential problem with this?

Joe

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Re: Remedy User Tool has 20 second delay after a period of inactivity 40 minutes

[remedymarv]

Update. We have been working on this problem continuously since this post.
Remedy Support has not come up with anything despite asking for many logs.
On the production server, we've switched from having no assigned ip address,
to port 2020. After much research and observation using tools such
as netstat, we've think we at least understand a little more about what is
going on:

1) the issue never occurs when running the Remedy client on the Remedy
Server itself. It also 
does not seem to occur in the server room itself, when my laptop running
client is plugged into
the same switch.

2) the client PC running the remedy client software seems to experience the
delay after EXACTLY
one hour, possibly indicating that something, somewhere is timing out, after
60 minutes. 

While the Remedy server port is now always 2020, the client seems to pick a
random port
for its side of the connection (e.g. 5617), and right after an hour, when
the server and client 
try to re-connect as you press the button doing something in the client, the
spinning donut
or hang appears to be due to the client re-negotiating this link...
because immediately after
the donut disappears, there is a new port on the client side (e.g. 5623). 
Is there a way to
permanently set the outgoing port on the client? This could help, or at
least force a real
timeout errror to show up in the logs,  if that original port really did get
shut off. 

3) we have one smart user who shared with us that he sets auto-refresh in
his Remedy 
client to avoid the problem. We don't want to recommend this to all users,
since this could
work but create an extra load on the database. Right now our security
network person
is trying to find out if the Palo Alto Networks firewall has some inbuilt
timeout after 60 
minutes that could be the root of the problem. 

Thanks for any comments, advice, or sharing about your similar experience. 





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