Naming Conventions
With the new version of the AR System 7.6 the standard install of the server will add a new table with the name Task. Our implementations of the AR System already contain a Task table and in this way we are experiencing a conflict. The conflict could be fixed by renaming the Task table on our implementation, but this has consequences for our customers as the application does not stand alone and renaming the table has consequences for the integrations e.g. I would like to know who is experiencing the same issues or is expecting to. Next to this I would like to know why no naming convention, like is common in e.g. Java, is being used by the AR System. What could easily be achieved is a naming convention for the standard install that could be used for introducing new standard forms. For example if the standard install would use something like COM.BMC.FormName this could allow for preventing naming conflicts in our and your implementations. What do the other subscribers think about this approach? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Prompt when updating/replacing an attachement
Some interesting questions, Mike! Here's my opinion as a past contractor: First, I would work with your support to determine if this is a standard behavior or environment related. Personally, I have not seen this either, which makes me think that it might be an issue on your system, in particular the database. Being more informed than your customer is one of the things we're paid for, and it also gives you a path of action to communicate to the customer. Second, if it is a standard behavior I would lean more towards bug than RFE - If you ask to delete a file, it should be removed, not just hidden. Third, regarding the customer's comment, I recommend not engaging in a critique of the system. Once you know one way or the other, you can respond more intelligently. If it was a conscious decision on BMC's part that caused this, then I would explain this to the customer and let them know that the beauty of the system is that they can make a different decision and you can implement it for them. If it is a bug, as seems more likely, than you can explain what happened and how it will be fixed. My more than two cents, for what it’s worth. . . :^) 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 P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Conroy Sent: Tuesday, July 05, 2011 11:36 PM To: arslist@ARSLIST.ORG Subject: Prompt when updating/replacing an attachement So, here's a question. Why, when you delete an attachment from an attachment pool, there is no warning but if you right-click one, click Add and select a file, a warning dialog is displayed that says Would you like to replace file1.txt with file2.txt? A customer raised it with a Project Manager and the Project Manager said to me The customer believes that this is completely illogical and therefore doesn’t believe that this is Remedy out of the box behavior. To be honest, I had never noticed it before and I've been working with Remedy for a long time. Anybody else pondered about/noticed this behavior? Is it a defect? Should an RFE be raised? Should I agree with the customer but tell him illogical it may be but that's just the way it is? Mike Conroy Solution Architect Planwell ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug11 www.wwrug.comhttp://www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Version 8.0
Hi Folks... I suppose there are other folks out there with questions about ARSystem Releases. Here are a couple of mine: 1) When will versions 7.5, 7.1, 7.0 be retired? 2) When is the next scheduled release? 3) Will the next release be version 8.0? Can anyone help with these Questions? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Naming Conventions
Hi Erwin I haven't run into that issue, because any custom form that I create I always add a prefix to it. As you may know, the view alias of the form can be different from the form name, so you can exclude the prefix there. So that's what you should do, it's actually a best practice I don't think adding COM.Company. would do much benefit, and it would eat into the form name length . With overlays, we already have 3 characters less because of the __o, so your solution would take away another 8 characters. Keep chopping at it, and eventually we won't have much left! Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Erwin 't Hoen [erwin.th...@mansystems.nl] Sent: Wednesday, July 06, 2011 8:33 AM To: arslist@ARSLIST.ORG Subject: Naming Conventions With the new version of the AR System 7.6 the standard install of the server will add a new table with the name Task. Our implementations of the AR System already contain a Task table and in this way we are experiencing a conflict. The conflict could be fixed by renaming the Task table on our implementation, but this has consequences for our customers as the application does not stand alone and renaming the table has consequences for the integrations e.g. I would like to know who is experiencing the same issues or is expecting to. Next to this I would like to know why no naming convention, like is common in e.g. Java, is being used by the AR System. What could easily be achieved is a naming convention for the standard install that could be used for introducing new standard forms. For example if the standard install would use something like COM.BMC.FormName this could allow for preventing naming conflicts in our and your implementations. What do the other subscribers think about this approach? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Support Company Access Configuration - Infinite loop!
Hi Kelly, As different modules or parts of modules of the ITSM suite are developed by Remedy developers at BMC, you will find that these developers have a wide range of experience and skill, based on the code they develop: some is very sloppy and bad, some is very good and ingenious and takes advantage of the newest ARS features. This is an example of crappy bad code. I don't know if there are code reviews at BMC by senior developers checking on less experienced developers, that's something that maybe BMC folks can comment. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Logan, Kelly [kelly.lo...@proquest.com] Sent: Friday, July 01, 2011 12:41 PM To: arslist@ARSLIST.ORG Subject: Support Company Access Configuration - Infinite loop! ** Another disturbing code issue for those of us working with multi-tenancy in 7.6.4 SP1. I was setting up a support company using the ‘Support Company Access Configuration’ form (as directed by the Multi-Tenancy doc): I opened the ‘Support Company Access Configuration” form. I clicked on ‘Create’ and set “Bowker” as the company and “ProQuest” as the support company – no problem. I used the search with “Bowker” set as ‘Company’ to confirm the relationship – successful, entry with Bowker and Proquest, enabled. Here’s the problem – I used the ‘Update’ button as directed to update the people permissions, with the menu set to “Bowker” – The user tool locked and went unresponsive in a minute or so. On Task Manager, the memory displayed a constantly increasing number. After ten minutes or so, I stopped the task. I tried again, with logging running – again the tool locked and memory kept increasing. Again I ended the task. On the log, I found an infinite loop. The code is a set of active links prefixed “CFG:CCS:Update_”, linked to the “CFG:SupportCompanyAccessSetup” form. The primary issue is that the code loops to generate a full list of companies that support the chosen company, but the link that is supposed to check (Update_025) only runs when ‘z1D_Action’ = “Yes”. ‘z1D_Action’ is only set to “Yes” if there is an error found and the user confirms they want to continue in the dialog displayed (Update_020). So, when the links loop to Update_025, it does nothing, the links loop again, ad infinitum. As a workaround, I’ve updated the error link (Update_020) with an Else action to set ‘z1D_Action’ to “Yes” if no error is found. This seems to work, as using the ‘Update’ button now results in the ‘Vendor Assignee Groups’ field on the company’s people entries being set. Looking at the code though, I do find it a bit concerning that the loop is done with Go To actions instead of using an active link guide, that the links proclaim that the “Update completed successfully” when there is no check for this, and that the filter on “SYS:Action” (SYS:ACT:PEOPLESUPPORTUPDATE_105_PPPL) uses an SQL command to modify the People entries. Combined with the original error, the entire section seems sloppy and not to Remedy coding standards. Has anyone else reported this? Is this a known issue? 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.comUrlBlockedError.aspx ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Prompt when updating/replacing an attachment
Mike, I have seen the behavior you describe, and it is OOB to the best of my knowledge. I don't know precisely what BMC was thinking when they designed attachment pools to work this way, but it seems to me that adding and removing attachments is a very common action, but choosing to replace one attachment with another is far less common, and thus prone to error. 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 Mike Conroy Sent: Tuesday, July 05, 2011 11:36 PM To: arslist@ARSLIST.ORG Subject: Prompt when updating/replacing an attachement So, here's a question. Why, when you delete an attachment from an attachment pool, there is no warning but if you right-click one, click Add and select a file, a warning dialog is displayed that says Would you like to replace file1.txt with file2.txt? A customer raised it with a Project Manager and the Project Manager said to me The customer believes that this is completely illogical and therefore doesn’t believe that this is Remedy out of the box behavior. To be honest, I had never noticed it before and I've been working with Remedy for a long time. Anybody else pondered about/noticed this behavior? Is it a defect? Should an RFE be raised? Should I agree with the customer but tell him illogical it may be but that's just the way it is? Mike Conroy Solution Architect Planwell ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Support Company Access Configuration - Infinite loop!
Hi Guillaume, I agree that code review would be great, particularly to maintain coding practices (like using guides instead of Goto loops when possible), but what really concerns me is that this prevents the system from being used as described in their own documentation. To me this speaks to an issue with their testing and quality assurance departments as well as their programmer management, all of which should be working to catch and deal with incredibly obvious issues like this before they reach the customer. 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 P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, July 06, 2011 9:50 AM To: arslist@ARSLIST.ORG Subject: Re: Support Company Access Configuration - Infinite loop! ** Hi Kelly, As different modules or parts of modules of the ITSM suite are developed by Remedy developers at BMC, you will find that these developers have a wide range of experience and skill, based on the code they develop: some is very sloppy and bad, some is very good and ingenious and takes advantage of the newest ARS features. This is an example of crappy bad code. I don't know if there are code reviews at BMC by senior developers checking on less experienced developers, that's something that maybe BMC folks can comment. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Logan, Kelly [kelly.lo...@proquest.com] Sent: Friday, July 01, 2011 12:41 PM To: arslist@ARSLIST.ORG Subject: Support Company Access Configuration - Infinite loop! ** Another disturbing code issue for those of us working with multi-tenancy in 7.6.4 SP1. I was setting up a support company using the 'Support Company Access Configuration' form (as directed by the Multi-Tenancy doc): I opened the 'Support Company Access Configuration form. I clicked on 'Create' and set Bowker as the company and ProQuest as the support company - no problem. I used the search with Bowker set as 'Company' to confirm the relationship - successful, entry with Bowker and Proquest, enabled. Here's the problem - I used the 'Update' button as directed to update the people permissions, with the menu set to Bowker - The user tool locked and went unresponsive in a minute or so. On Task Manager, the memory displayed a constantly increasing number. After ten minutes or so, I stopped the task. I tried again, with logging running - again the tool locked and memory kept increasing. Again I ended the task. On the log, I found an infinite loop. The code is a set of active links prefixed CFG:CCS:Update_, linked to the CFG:SupportCompanyAccessSetup form. The primary issue is that the code loops to generate a full list of companies that support the chosen company, but the link that is supposed to check (Update_025) only runs when 'z1D_Action' = Yes. 'z1D_Action' is only set to Yes if there is an error found and the user confirms they want to continue in the dialog displayed (Update_020). So, when the links loop to Update_025, it does nothing, the links loop again, ad infinitum. As a workaround, I've updated the error link (Update_020) with an Else action to set 'z1D_Action' to Yes if no error is found. This seems to work, as using the 'Update' button now results in the 'Vendor Assignee Groups' field on the company's people entries being set. Looking at the code though, I do find it a bit concerning that the loop is done with Go To actions instead of using an active link guide, that the links proclaim that the Update completed successfully when there is no check for this, and that the filter on SYS:Action (SYS:ACT:PEOPLESUPPORTUPDATE_105_PPPL) uses an SQL command to modify the People entries. Combined with the original error, the entire section seems sloppy and not to Remedy coding standards. Has anyone else reported this? Is this a known issue? 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.comUrlBlockedError.aspx ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended
Re: Naming Conventions
Guillaume, What I suggested was to have development for the standard ar server to do this, like they did for the atrium product with bmc.core.formname. It just seems not to be a good pratice by bmc to just add form to the server. -- Met vriendelijke groeten, Best regards, Erwin 't Hoen - Oorspronkelijk bericht - Van: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Aan: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Verzonden: Wed Jul 06 15:41:15 2011 Onderwerp: Re: Naming Conventions Hi Erwin I haven't run into that issue, because any custom form that I create I always add a prefix to it. As you may know, the view alias of the form can be different from the form name, so you can exclude the prefix there. So that's what you should do, it's actually a best practice I don't think adding COM.Company. would do much benefit, and it would eat into the form name length . With overlays, we already have 3 characters less because of the __o, so your solution would take away another 8 characters. Keep chopping at it, and eventually we won't have much left! Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Erwin 't Hoen [erwin.th...@mansystems.nl] Sent: Wednesday, July 06, 2011 8:33 AM To: arslist@ARSLIST.ORG Subject: Naming Conventions With the new version of the AR System 7.6 the standard install of the server will add a new table with the name Task. Our implementations of the AR System already contain a Task table and in this way we are experiencing a conflict. The conflict could be fixed by renaming the Task table on our implementation, but this has consequences for our customers as the application does not stand alone and renaming the table has consequences for the integrations e.g. I would like to know who is experiencing the same issues or is expecting to. Next to this I would like to know why no naming convention, like is common in e.g. Java, is being used by the AR System. What could easily be achieved is a naming convention for the standard install that could be used for introducing new standard forms. For example if the standard install would use something like COM.BMC.FormName this could allow for preventing naming conflicts in our and your implementations. What do the other subscribers think about this approach? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Support Company Access Configuration - Infinite loop!
Like I always say, you can't spell BMC without QA. Oh, wait, I guess you can Rick On Jul 6, 2011 7:08 AM, Logan, Kelly kelly.lo...@proquest.com wrote: Hi Guillaume, I agree that code review would be great, particularly to maintain coding practices (like using guides instead of Goto loops when possible), but what really concerns me is that this prevents the system from being used as described in their own documentation. To me this speaks to an issue with their testing and quality assurance departments as well as their programmer management, all of which should be working to catch and deal with incredibly obvious issues like this before they reach the customer. 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 P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, July 06, 2011 9:50 AM To: arslist@ARSLIST.ORG Subject: Re: Support Company Access Configuration - Infinite loop! ** Hi Kelly, As different modules or parts of modules of the ITSM suite are developed by Remedy developers at BMC, you will find that these developers have a wide range of experience and skill, based on the code they develop: some is very sloppy and bad, some is very good and ingenious and takes advantage of the newest ARS features. This is an example of crappy bad code. I don't know if there are code reviews at BMC by senior developers checking on less experienced developers, that's something that maybe BMC folks can comment. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Logan, Kelly [kelly.lo...@proquest.com] Sent: Friday, July 01, 2011 12:41 PM To: arslist@ARSLIST.ORG Subject: Support Company Access Configuration - Infinite loop! ** Another disturbing code issue for those of us working with multi-tenancy in 7.6.4 SP1. I was setting up a support company using the 'Support Company Access Configuration' form (as directed by the Multi-Tenancy doc): I opened the 'Support Company Access Configuration form. I clicked on 'Create' and set Bowker as the company and ProQuest as the support company - no problem. I used the search with Bowker set as 'Company' to confirm the relationship - successful, entry with Bowker and Proquest, enabled. Here's the problem - I used the 'Update' button as directed to update the people permissions, with the menu set to Bowker - The user tool locked and went unresponsive in a minute or so. On Task Manager, the memory displayed a constantly increasing number. After ten minutes or so, I stopped the task. I tried again, with logging running - again the tool locked and memory kept increasing. Again I ended the task. On the log, I found an infinite loop. The code is a set of active links prefixed CFG:CCS:Update_, linked to the CFG:SupportCompanyAccessSetup form. The primary issue is that the code loops to generate a full list of companies that support the chosen company, but the link that is supposed to check (Update_025) only runs when 'z1D_Action' = Yes. 'z1D_Action' is only set to Yes if there is an error found and the user confirms they want to continue in the dialog displayed (Update_020). So, when the links loop to Update_025, it does nothing, the links loop again, ad infinitum. As a workaround, I've updated the error link (Update_020) with an Else action to set 'z1D_Action' to Yes if no error is found. This seems to work, as using the 'Update' button now results in the 'Vendor Assignee Groups' field on the company's people entries being set. Looking at the code though, I do find it a bit concerning that the loop is done with Go To actions instead of using an active link guide, that the links proclaim that the Update completed successfully when there is no check for this, and that the filter on SYS:Action (SYS:ACT:PEOPLESUPPORTUPDATE_105_PPPL) uses an SQL command to modify the People entries. Combined with the original error, the entire section seems sloppy and not to Remedy coding standards. Has anyone else reported this? Is this a known issue? 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.comUrlBlockedError.aspx ProQuest...Start here. 2010 InformationWeek 500 Top
Re: Version 8.0
1) The support policy can be found here: http://www.bmc.com/support/product-support-policy.html 2) AR System releases typically come out about every 18 months. AR System 7.6.03 came out in August of 2010. Doing the math, you can estimate roughly when the next major/minor release will come out. 3) Numbering has not been publicly released. Once the beta program starts, the numbering will be solidified. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Elry Sent: Wednesday, July 06, 2011 06:38 AM To: arslist@ARSLIST.ORG Subject: Version 8.0 Hi Folks... I suppose there are other folks out there with questions about ARSystem Releases. Here are a couple of mine: 1) When will versions 7.5, 7.1, 7.0 be retired? 2) When is the next scheduled release? 3) Will the next release be version 8.0? Can anyone help with these Questions? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Version 8.0
Elry, 7.0 is already retired earlier this year with the release of 7.67.1 is next to go with the next release...their policy has been for quite some tim R-2...current R is 7.6, that means they currently support 7.6, 7.5, and 7.1only BMC knows when the next release is...but they are typically about yearly or so7.6 was released in Jan...so you can do the math. They haven't entered any sort of beta for the next release yet, nor have they released a versionso both of the other questions are not answerable at the momentand 7.1 will be unsupported when the next version comes out and 7.5 unsupported the release after that:) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Elry Sent: Wednesday, July 06, 2011 7:38 AM To: arslist@ARSLIST.ORG Subject: Version 8.0 Hi Folks... I suppose there are other folks out there with questions about ARSystem Releases. Here are a couple of mine: 1) When will versions 7.5, 7.1, 7.0 be retired? 2) When is the next scheduled release? 3) Will the next release be version 8.0? Can anyone help with these Questions? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Version 8.0
Gentlemen... Thank you. This helps a lot. On Jul 6, 10:36 am, LJ LongWing lj.longw...@gmail.com wrote: Elry, 7.0 is already retired earlier this year with the release of 7.67.1 is next to go with the next release...their policy has been for quite some tim R-2...current R is 7.6, that means they currently support 7.6, 7.5, and 7.1only BMC knows when the next release is...but they are typically about yearly or so7.6 was released in Jan...so you can do the math. They haven't entered any sort of beta for the next release yet, nor have they released a versionso both of the other questions are not answerable at the momentand 7.1 will be unsupported when the next version comes out and 7.5 unsupported the release after that:) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Elry Sent: Wednesday, July 06, 2011 7:38 AM To: arsl...@arslist.org Subject: Version 8.0 Hi Folks... I suppose there are other folks out there with questions about ARSystem Releases. Here are a couple of mine: 1) When will versions 7.5, 7.1, 7.0 be retired? 2) When is the next scheduled release? 3) Will the next release be version 8.0? Can anyone help with these Questions? Thanks. ___ _ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Support Company Access Configuration - Infinite loop!
Hence, my post from a week ago about how someone has managed to completely bungle the Incident Template form to where it no longer works at all. I am seeing HUGE differences in quality between the different 7.6.04 modules, so the situation is getting worse, not better. The switch to web based clients has made this even more problematic, since now it is a complete crap shoot whether any given application, or part of an application, will work correctly in the different browsers/versions. Even if the workflow is built correctly, the mid-tier can break it (see SW00398559 - where the Application Preferences for 'Form - After New Save - Modify Request After Submit' were not working.. and the fix was new jar files for the mid-tier!). This sort of thing is impossible for us to troubleshoot. 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 Rick Cook Sent: Wednesday, July 06, 2011 9:15 AM To: arslist@ARSLIST.ORG Subject: Re: Support Company Access Configuration - Infinite loop! ** Like I always say, you can't spell BMC without QA. Oh, wait, I guess you can Rick On Jul 6, 2011 7:08 AM, Logan, Kelly kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote: Hi Guillaume, I agree that code review would be great, particularly to maintain coding practices (like using guides instead of Goto loops when possible), but what really concerns me is that this prevents the system from being used as described in their own documentation. To me this speaks to an issue with their testing and quality assurance departments as well as their programmer management, all of which should be working to catch and deal with incredibly obvious issues like this before they reach the customer. 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.commailto:kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.comhttp://www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, July 06, 2011 9:50 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Company Access Configuration - Infinite loop! ** Hi Kelly, As different modules or parts of modules of the ITSM suite are developed by Remedy developers at BMC, you will find that these developers have a wide range of experience and skill, based on the code they develop: some is very sloppy and bad, some is very good and ingenious and takes advantage of the newest ARS features. This is an example of crappy bad code. I don't know if there are code reviews at BMC by senior developers checking on less experienced developers, that's something that maybe BMC folks can comment. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] on behalf of Logan, Kelly [kelly.lo...@proquest.commailto:kelly.lo...@proquest.com] Sent: Friday, July 01, 2011 12:41 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Support Company Access Configuration - Infinite loop! ** Another disturbing code issue for those of us working with multi-tenancy in 7.6.4 SP1. I was setting up a support company using the 'Support Company Access Configuration' form (as directed by the Multi-Tenancy doc): I opened the 'Support Company Access Configuration form. I clicked on 'Create' and set Bowker as the company and ProQuest as the support company - no problem. I used the search with Bowker set as 'Company' to confirm the relationship - successful, entry with Bowker and Proquest, enabled. Here's the problem - I used the 'Update' button as directed to update the people permissions, with the menu set to Bowker - The user tool locked and went unresponsive in a minute or so. On Task Manager, the memory displayed a constantly increasing number. After ten minutes or so, I stopped the task. I tried again, with logging running - again the tool locked and memory kept increasing. Again I ended the task. On the log, I found an infinite loop. The code is a set of active links prefixed CFG:CCS:Update_, linked to the CFG:SupportCompanyAccessSetup form. The primary issue is that the code
Re: Re : SRM 7.6.4 - Urgency/Priority
You can use the Create New Request Action in Abydos Designer to create Incidents in ITSM - it will prompt you automatically for the field values that you want to push through from the Service Request, or set to whatever values you want. For more information see http://www.abydos-workflow.com/Products/AbydosDesigner/tabid/60/Default.aspx Kind Regards Mark Herring From: Nathan Aker [mailto:nathan_a...@mcafee.com] Sent: 05 July 2011 14:40 Subject: Re: Re : SRM 7.6.4 - Urgency/Priority ** This is a known design feature since the 2.x days. I contacted support with the same issue, certain fields were not being picked up from the Incident template (Impact, Urgency, Incident Type, Source, etc.). They basically told me it worked that way because thats the way it was designed and intended to work (huh?) . They gave me a documented workaround where you basically have to hard code the mappings into the AOT for any of those values you want to change. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo Sent: Tuesday, July 05, 2011 7:58 AM To: arslist@ARSLIST.ORG Subject: Re : SRM 7.6.4 - Urgency/Priority ** Even if I specify the urgency/priority in the incident template, the values won`t make it to the backend form, simply because there is an SRM active link (SRS:SRC:SaveServiceRequest-CreateSR_NoAttach) which has these hardcoded with values I am not interested in. If I want the request to have priority High, it ends up being created as Low. Pourquoi? :-) Am I missing something? Thanks frex --- En date de : Mar 5.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - Group assignment À: arslist@ARSLIST.ORG Date: Mardi 5 juillet 2011, 13h24 The incident only gets assigned to the right group if I override this in the assignment form. Is there anyway I can specify the group in the template only, without having to create an assignment record for it in the assignement form? Many thanks in advance frex --- En date de : Mar 5.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - Group assignment À: arslist@ARSLIST.ORG Date: Mardi 5 juillet 2011, 13h11 Hello again, Here is another one I found this morning.. I have an incident template with say (Group A) in the assigned group field. I create an SRD that uses an AOT which uses the above template. I send a request created from this SRD, the incident get eventually created with all the data but I end up with the ticket being assigned to another group, say (Group B). I change the product categorisation for Group B in the assignment form but the problem persists. Any thought on this will be very much appreciated, Thanks frex --- En date de : Sam 2.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - mapping truncated. À: arslist@ARSLIST.ORG Date: Samedi 2 juillet 2011, 20h13 Changing filters and field size doesn't seem to solve the issue. so, is there any work arround? thanks frex --- En date de : Ven 1.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: SRM 7.6.4 - mapping truncated. À: arl...@arslist.org Date: Vendredi 1 juillet 2011, 12h48 Dear all, I am having an issue with User responses not being mapped to the backend incident. The value of the mapping gets truncated to 254 by the time its written to the back end incident. I am concatenating the values from user responses which when added up teh sum goes beyond the 255 characters. There are two problem here, the first is a field mapping_trunc which is set 255 and a filter called SRS:QSR:SetTruncMapping_500 which even if you increase the field mapping_trunc it will filter will truncate the sting to 254. My question is, would changing the field size and the filter have any ramifications, and is there a work arround to this. Kind Regards, frex _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
ARS to SQL over SSL and sha 256
Having issues with Remedy getting hung at start up, with SQL 2008 server over SSL and SHA 256. It only started after SSL was applied to SQL server. Remedy would hang as the service was started. looking for a solution to get it working with SSL and SHA 256 thanks.. Windows Server 2008 SP2 64bit Fresh Install SQL Server 2008 SP1 64bit remote Ars 7.5 , Atrium CMDB, ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARS to SQL over SSL and sha 256
Is it getting hung or just taking longer to startup? If you turn on SQL logging, do you see anything happening during this 'hang' process? I ask because adding encryption layer can sometimes cause significant delays, depending on the architecture. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jon Gee Sent: Wednesday, July 06, 2011 9:33 AM To: arslist@ARSLIST.ORG Subject: ARS to SQL over SSL and sha 256 ** Having issues with Remedy getting hung at start up, with SQL 2008 server over SSL and SHA 256. It only started after SSL was applied to SQL server. Remedy would hang as the service was started. looking for a solution to get it working with SSL and SHA 256 thanks.. Windows Server 2008 SP2 64bit Fresh Install SQL Server 2008 SP1 64bit remote Ars 7.5 , Atrium CMDB, _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Support Company Access Configuration - Infinite loop!
Hi Kelly, Without having insight into BMC QA testing methodologies and practices, I think BMC QA testing is very focused on point functions. I believe in addition to this point function testing, which is being carried out insufficiently, there needs to be more testing on complete scenarios, from A to Z. The bug you found could possibly have been discovered if complete scenarios were being tested, instead of point functional testing. On the code reviews... as you know, ARS development is so high level (some have argued ARS is a 4.5 or 5th generation language, as compared with PL/SQL or T-SQL which would be 4th generation), that in order to achieve a high level of quality, code reviews or at least algorithm reviews need to be done. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Logan, Kelly [kelly.lo...@proquest.com] Sent: Wednesday, July 06, 2011 10:08 AM To: arslist@ARSLIST.ORG Subject: Re: Support Company Access Configuration - Infinite loop! ** Hi Guillaume, I agree that code review would be great, particularly to maintain coding practices (like using guides instead of Goto loops when possible), but what really concerns me is that this prevents the system from being used as described in their own documentation. To me this speaks to an issue with their testing and quality assurance departments as well as their programmer management, all of which should be working to catch and deal with incredibly obvious issues like this before they reach the customer. 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.comUrlBlockedError.aspx ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, July 06, 2011 9:50 AM To: arslist@ARSLIST.ORG Subject: Re: Support Company Access Configuration - Infinite loop! ** Hi Kelly, As different modules or parts of modules of the ITSM suite are developed by Remedy developers at BMC, you will find that these developers have a wide range of experience and skill, based on the code they develop: some is very sloppy and bad, some is very good and ingenious and takes advantage of the newest ARS features. This is an example of crappy bad code. I don't know if there are code reviews at BMC by senior developers checking on less experienced developers, that's something that maybe BMC folks can comment. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Logan, Kelly [kelly.lo...@proquest.com] Sent: Friday, July 01, 2011 12:41 PM To: arslist@ARSLIST.ORG Subject: Support Company Access Configuration - Infinite loop! ** Another disturbing code issue for those of us working with multi-tenancy in 7.6.4 SP1. I was setting up a support company using the ‘Support Company Access Configuration’ form (as directed by the Multi-Tenancy doc): I opened the ‘Support Company Access Configuration” form. I clicked on ‘Create’ and set “Bowker” as the company and “ProQuest” as the support company – no problem. I used the search with “Bowker” set as ‘Company’ to confirm the relationship – successful, entry with Bowker and Proquest, enabled. Here’s the problem – I used the ‘Update’ button as directed to update the people permissions, with the menu set to “Bowker” – The user tool locked and went unresponsive in a minute or so. On Task Manager, the memory displayed a constantly increasing number. After ten minutes or so, I stopped the task. I tried again, with logging running – again the tool locked and memory kept increasing. Again I ended the task. On the log, I found an infinite loop. The code is a set of active links prefixed “CFG:CCS:Update_”, linked to the “CFG:SupportCompanyAccessSetup” form. The primary issue is that the code loops to generate a full list of companies that support the chosen company, but the link that is supposed to check (Update_025) only runs when ‘z1D_Action’ = “Yes”. ‘z1D_Action’ is only set to “Yes” if there is an error found and the user confirms they want to continue in the dialog displayed (Update_020). So, when the links loop to Update_025, it does nothing, the links loop again, ad infinitum. As a workaround, I’ve updated the error link (Update_020) with an Else action to set ‘z1D_Action’ to “Yes” if no error is found. This seems to
Re: Concat function in AIE
Sorry, I am not sure if the AIE function issues we experienced are fixed in 7.6.03. We went from Atrium Core 7.6 p2 to 7.6.04 SP1 and the issues did not reappear in the current release. Jason On Tue, Jul 5, 2011 at 8:38 PM, Gandhi, Sulabh sulabh.gan...@logica.comwrote: ** Hi, ** ** My AIE version is 7.6.03 , AR Server 7.6.03 and CMDB is 7.6.03. ** ** Regards, *Sulabh Gandhi * ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller *Sent:* Wednesday, July 06, 2011 4:40 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Concat function in AIE ** ** ** What version of AIE are you using? We had to get a special build of AIE 7.6 patch 2 when upgrading from patch 1 because of some function issues; including nested functions. Jason On Mon, Jul 4, 2011 at 6:41 AM, Gandhi, Sulabh sulabh.gan...@logica.com wrote: ** Hi All, I have query regarding concat function in AIE. I am using concat function as [function|concat(FOLKSAM,/,upper($employee.City$),/,upper($employee.StreetAddress$))] but it concatenate only first 2 parameters like FOLKSAM/CITY NAME, it does not concatenate 4th (/)and 5th (StreetAddress)parameter. I also tried using nested concat function as[function|concat(FOLKSAM,/,concat(upper($employee.City$),/,upper($employee.StreetAddress$)))] but it also doesn't work and records are not created in the form. Is it the correct way of using concat function, please suggest. Thanks in advance. Regards, *Sulabh Gandhi *|* *One ITSM* * 4th Floor,* *DLF IT Park,Block 5, Manapakkam, Chennai – 600089 | India T :+44 20700 36138 *sulabh.gan...@logica.com sanchit.sha...@logica.com* | *www.logica.com** *** Logica Pvt Ltd, registered in India (registered number U30007KA1998PTC023830) Registered Office: 124-125, Divyasree Technopolis, Off Airport Road, Bangalore - 560 037 Think green - keep it on the screen. This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ Think green - keep it on the screen. This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Inline normalization causing thread crash
Hi all, With inline normalization enabled for a dataset we are seeing frequent thread crashes (every 30 mins or so). When we turn off inline normalization the system is stable. Has anyone seen this and fixed it? ARS 7.6.04 SP1 CMDB 7.6.04 SP1 Win 2008 SQL Server 2005 Cheers Peter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Inline normalization causing thread crash
Hi Peter, We haven't tried inline normalization since upgrading to 7.6.04 but we had similar results on 7.6 (ARS 7.5). We just disabled it and figured we would tackle it if and when we need it. Jason On Wed, Jul 6, 2011 at 9:58 AM, Peter Romain p.romain.arsl...@parsolutions.co.uk wrote: Hi all, With inline normalization enabled for a dataset we are seeing frequent thread crashes (every 30 mins or so). When we turn off inline normalization the system is stable. Has anyone seen this and fixed it? ARS 7.6.04 SP1 CMDB 7.6.04 SP1 Win 2008 SQL Server 2005 Cheers Peter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
OT: ESS@Work FTP (On-line)
Listers: For those that have requested a FREE download of our ESS@Work ITSM solution and experienced issues with our FTP server... We have fixed the issue and our FTP Server is now back on-line so you may continue, login and download the application, documentation and etc. _ New download requests: http://www.buoyantsolutions.net Note the VALUE link on our home page, click here and follow the links to complete the EULA and download request (you'll receive a login and password). Look for new resources coming on-line soon ... Enjoy !!! 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Customer Notifications
Hello All, I am working on setting/testing the OOTB Customer Notification for Change Management. I see that there are 4 OOTB Customer Notification for Change Management Module( As per the Notification Engine Guide). Created a test Customer people record, with Support Staff set to No ( No Login ID, and No Support Group Information), a valid Email Address( Using my own email address), Client Type - Customer, and Default Notify Mech - E-Mail (Since only Email would work Customer Notifications OOTB), Notifcation Availability - Yes. Now, I tried creating a Change ticket and gone through various stages until completion/closing the ticket, where under Requested By - I entered my details, and under Requested For - I entered the Customer' Details(Test Customer Account just created). Also, I checked that all the three forms namely 1. NTE:SYS-Define NT Events, 2. NTE:CFG-Notification Events, 3. SYS:Notification Messages are appropriately configured. Notifications are working normal for other non Customer Notifcations, but just that for some reasons I do not see notification emails being generated for these Customer Notifications. Please advise? Thanks, Raj ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Tomcat on Windows Server 2008 R2 64bit with IIS
Hi we are facing an issue with port 80 is in use cannot continue install on windows 2008 r2 machine ,, any solutions we stopped IIS still port 80 is in use when we type the command netstat please help us Thanks Uday On Sun, Mar 6, 2011 at 6:11 AM, strauss stra...@unt.edu wrote: So far the optimal solution that I have found on Windows 2008 R2 x64 (and 2003 R2 x64) is Tomcat 6.0.32 x64 installed from the Apache distribution (the older version installed by BMC mid-tier 7.6.03 or .04 will not do SSL correctly), on Java 1.6.0_24. Those are both the latest versions of Tomcat and Java 6 due to all of the security problems they have had; I doubt that any of the 7 releases will work properly but I have no time to test them. Both mid-tier 7.6.03 and 7.6.04 work very well on this setup, using Tomcat's built-in web server. I do NOT recommend using IIS (or apache for that matter) because you are just adding layers of integration (ISAPI to IIS - the Jakarta component) that take more resources, add more diddling with configurations, and don't really add any value to the system. Some of you might have so many users that you need the web server to scale more, but I don't (and if I did, I'd just add more tomcat mid-tiers - we already expect to have 3 for 7.6.04 to support different features or timeouts now that the User Tool is obsolete). I did test IIS 7.5 with mid-tier 7.6.03/04 using Tomcat only as the servlet, using Tomcat as installed by mid-tier on java 1.6.0_20 - but there are more moving parts to fail, and the pre-load seemed more labor intensive, so I went back to a straight tomcat install. I think John is correct - I used the tomcat installed with mid-tier and it might have been 6.0.18 or so, 32-bit, and probably used the 32-bit JDK, but the machine I tested on is now a 7.1 - 7.6.04 upgrade staging server so I can no longer inspect the components. Personally, I prefer to leave IIS for SMPM 7.6 and the help files, although the ITSM help in 7.6.03/04 has been totally destroyed (re-designed until it no longer works, and it doesn't want to display on IIS at all). I have had an issue open since 7.6.03 with no resolution, and have not found my own solution yet. Worst case, I might have to go back to the 7.6.00 help, which won't be entirely correct but at least it will display. BTW, IIS is also your best bet for BOXI underneath Analytics 7.6.01 - using .NET to avoid any possible contention with java. I'm about to rebuild all of the 7.6.04 stack yet again on Windows 2003 R2 x64 - we finally gave up completely on 2008 R2 (I spent Friday rebuilding all of the servers back to 2003). It turns out that the Alarmpoint 4.x java client that MUST reside on the AR Server is absolutely NOT compatible with Windows 2008, and there is no indication from them that it will be any time soon, so we are prevented from running ARS on 2008 R2 by that single fact. An awful lot of time wasted there... I regret every nickel - lots and lots of them - that we spent on alarmpoint (xmatters). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker Sent: Saturday, March 05, 2011 6:36 AM To: arslist@ARSLIST.ORG Subject: Tomcat on Windows Server 2008 R2 64bit with IIS Which version of IIS? We recently discovered multiple problems with the BMC installer for IIS/Tomcat on IIS7.5. You really don't want to use the 64bit JDK. See an earlier post I made on this matter. John Baker -- Single Sign On for AR System http://www.javasystemsolutions.com/jss/ssoplugin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.04 Mid-Tier and SSO.
Randy, This may help you and some of the others trying to configure SSO. Your passwords are maintained in the SSO app, so you won't have passwords stored in Remedy. I did have a problem with this when trying to use cross reference blank password. If checked SSO would not work. I started incorporating AREA Hub, but left it on the back burner for now. Install BMC Atrium SSO Configure BMC Atrium SSO to Authenticate against ARSystem Step 1: Go to StartAll ProgramsBMC SoftwareBMC Atrium SSOAdministrator Step 2: Log in using the amAdmin account and password setup during the installation Step 3: Click on the Access Control Tab Step 4: Under Realms Click on BmcRealm Step 5: Click on the Authentication Tab Step 6: Under Module Instances Click on AR Step 7: Change the AR Server Host Name to the application server name Step 8: Click Save Step 9: Click on Back to Authentication Step 10: Click on All Core Settings Step 11: Set User Profile to Dynamic Step 12: Set Organization Authentication Configuration to AR Chain Step 13: Click Save Step 14: Click on Back to Authentication Step 15: Click on Data Stores tab Step 16: Click on New Data Stores Step 17: Set Name to ARSystem Step 18: Set Type to AR Server Step 19: Click Next Step 20: Set AR Server Host Name to application server FQDN Step 21: Change Administrator Name to Remedy Administrator Account Step 22: Change Administrator Password to Remedy Administrator Account Password Step 23: Click Finish Step 24: Click on Subjects Tab Step 25: Click on New User Step 26: Set ID to BMCAgentAdmin Step 27: Set First Name to BMC Step 28: Set Last Name to AgentAdmin Step 29: Set Full Name to BMCAgentAdmin Step 30: Set Password and Password (confirm) Step 31: Set User Status to Active Step 32: Click on User BMCAgentAdmin Step 33: Click on Group Tab Step 34: Click on New Group Step 35: Set ID to BMCAgentAdmin Step 36: Click OK Step 37: Click on BMCAgentAdmin Group Step 38: Click on User Tab Step 39: Select BMCAgentAdmin(BMCAgentAdmin) and Click Add Step 40: Click Save Step 41: Click Back to Subjects Step 42: Click on Privileges Tab Step 43: Click on BMCAgentAdmin Step 44: Select Read and write access to all configured Agents Step 45: Click Save Step 46: Click Back to Privilege(s) Step 47: Click Log Out Step 48: Click on Return to Login page Step 49: Login with the BMCAgentAdmin account Step 50: Click on Log Out Step 51: Go to Start and Right click My Computer and click on Manage Step 52: Expand Services and Applications Step 53: Click on Services Step 54: Right click on BMC Atrium SSO Tomcat and select Restart Step 55: Close Computer Management window Step 56: Open Internet Explorer Step 57: Put https://[fqdn]:8243/atriumsso?realm=BMCRealm in the address bar Step 58: Login using a Remedy Account Step 59: Click on Log Out Install Mid-Tier Configure Atrium SSO with Mid-Tier Step 1: Stop the Mid-Tier Tomcat Step 1: Copy all the jar files from the C:\Program Files\BMC Software\ARSystem\midtier\webagent\dist\jee\WEB-INF\lib directory to the C:\Program Files\BMC Software\ARSystem\midtier\WEB-INF\lib directory Step 2: Go to the C:\Program Files\BMC Software\ARSystem\midtier\Web-Inf directory and open the web.xml file in an editor. Step 3: Uncomment the filter and filter-mapping tags for the Atrium SSO filter. Step 4: Go to the C:\Program Files\BMC Software\ARSystem\midtier\Web-Inf\classes directory and open the config.properties file in an editor. Step 5: Add the following line for the Atrium SSO Authenticator: arsystem.authenticator=com.remedy.arsys.sso.AtriumSSOAuthenticator Step 6: Comment out the following line: arsystem.authenticator=com.remedy.arsys.session.DefaultAuthenticator Step 7: Copy the cacerts file from the C:\ProgramFiles\Java\jdk1.6.0_23\jre\lib\security\ to C:\Program Files\Apache Software Foundation\Tomcat6.0\conf\. Step 8: Open a cmd prompt and enter cd C:\Program Files\BMC Software\ARSystem\midtier\webagent\deployer Step 9: Run the following command java -jar deployer.jar --install --container-type tomcatv6 --atriumsso-url http://test.server.local:8280/atriumsso --web-app-url http://test.server.local:8080/arsys --container-base-dir C:\Program Files\Apache Software Foundation\Tomcat6.0 --admin-name amAdmin --admin-pwd AtriumServerAdminPassword --jvm-truststore C:\Program Files\Java\jdk1.6.0_23\jre\lib\security\cacerts --jvmtruststore-password TruststorePassword --truststore C:\Program Files\Apache Software Foundation\Tomcat6.0 \conf\cacerts --truststore-password TruststorePassword Brian Pancia President Finity IT, LLC 44081 Pipeline Plaza, Suite 100-5 Ashburn, VA 20147 Tel: (571) 252-5090 x301 Fax: (571) 222-0043 brian.pan...@finityit.com www.finityit.com DISCLAIMER: The information contained in this e-mail and its attachments contain confidential information belonging to the sender, which is legally privileged. The information is intended only for the use of the recipient(s) named
