Re: ****** Flashboards ****

[Enslin Van Blerk - MWEB]

It is working again, unfortunately I don't know why it gave me the error.

I re-installed the Admin Tool, and this resolved the issue.

Vrede
Enslin

-Original Message-
From: Enslin Van Blerk - MWEB 
Sent: 21 July 2011 05:31 PM
To: 'arslist@ARSLIST.ORG'
Subject: ** Flashboards 

Hi

I require some help please.

ARS 7.1
Windows Server SE Service Pack 2
Java - "1.5.0_12"
AR Admin tool = 7.1 Patch 006

When I try to open anything under Flashboards in the Admin tool I get the 
following error.
ERROR: "Failed to create object - extension view"

Any ideas?

Thanks
Enslin
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RESOLVED: arcache question

[Warren R. Baltimore II]

Well, thank you everyone  I had a couple of problems as it turned out.
The first was the computation.  Once I switched to group id's, it worked.
Then I ran into a problem with the artcpport.  Once I set that, everything
ran just fine.

Thank you everyone!

On Thu, Jul 21, 2011 at 3:23 PM, Mueller, Doug  wrote:

> ** **
> Warren,
>
> Did you look at Fred's other suggestion?
>
> Like him, if the query you are showing us is what you are running, you are
> missing a double quote in
> your command line syntax.  Notice that there is no double quote at the
> start of  \\
>
> You will get the > prompt from the UNIX shell when it is waiting for you to
> finish your command.  Well,
> with the missing ", you are in the middle of a mismatched set of quotes and
> it is waiting for you to finish
>
> Anyway, if this is not reflective of the command you are entering (i.e.
> there IS in fact a double quote there),
> we need to see the exact command you are entering.  That is because the >
> prompt you are getting is the
> shell saying that it is waiting for you to finish entering the command
> line.  Seeing the exact command might
> help others to point out where there is a syntax issue on the line.
>
>
> By the way, if the command you are entering is correct with the quotes and
> still giving the > prompt, try an
> example that is MUCH simpler in parameters and then sneak up on it.
>
> By this I mean, try the following a one item -q option.  Or drop options
> that are optional.  No, this doesn't
> create the user you want but it lets you get success in getting a user in
> and then you can add options on
> to find out what one is breaking things and then focus on that one until
> you finally get up to the full command
> you want to enter.
>
>
> I hope this helps,
>
> Doug Mueller
>
>  --
>  *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II
> *Sent:* Thursday, July 21, 2011 7:58 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: arcache question
>
> ** Well, it was worth a shot.  It didn't like the parens added.  I see I
> forgot to add version.  I'm on ARS 6.3 patch 16.  I've tried to find
> something to help me in the kbase but no luck.
>
>
> On Thu, Jul 21, 2011 at 10:54 AM, Warren R. Baltimore II <
> warrenbaltim...@gmail.com> wrote:
>
>> I'll try that.  Thanks Fred!
>>
>>
>> On Thu, Jul 21, 2011 at 10:46 AM, Grooms, Frederick W <
>> frederick.w.gro...@xo.com> wrote:
>>
>>> **
>>>
>>> I believe it thinks it is missing a “   (before group6 maybe??).  I have
>>> never tried it with a computed group but should that be in () ?
>>>
>>> 
>>>
>>> # .\arcache -G a -e "" -i "" -c 2   
>>>
>>>-q "(\"\" OR \"\" OR \"\" OR \">> "\\" OR \\" OR \"\")"   
>>>
>>>-t 2 -n "" -s "" -d
>>> 
>>>
>>> Fred
>>>
>>> 
>>>
>>> 
>>>
>>> *From:* Action Request System discussion list(ARSList) [mailto:
>>> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II
>>> *Sent:* Thursday, July 21, 2011 9:26 AM
>>> *To:* arslist@ARSLIST.ORG
>>> *Subject:* arcache question
>>>
>>> 
>>>
>>> ** 
>>>
>>> I haven't had to submit an arcache command in about 7 years, and I'm
>>> having problems
>>>
>>> 
>>>
>>> I'm running on a sun-solaris machine (sunos 5.10).  I am in the install
>>> directory (ar//bin).  And I have administrative rights on the box.
>>> I'm issuing the following command:
>>>
>>> 
>>>
>>> # .\arcache -G a -e "" -i "" -c 2 -q "\"\"
>>> OR \"\" OR \"\" OR \"\" OR
>>> \\" OR \"\"" -t 2 -n "" -s
>>> "" -d
>>> 
>>>
>>> When I issue the command, instead of running, I'm getting a ">" prompt.
>>> But no request for further information.  The process is not running.
>>>
>>> 
>>>
>>> I tried doing a general arreload, but then the server doesn't even
>>> recognize any of the administrative accounts in Remedy.
>>>
>>> 
>>>
>>> Any help would be greatly appreciated.
>>> --
>>> Warren R. Baltimore II
>>> Remedy Developer
>>> 410-533-5367
>>>
>>> 
>>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>>
>>
>>
>> --
>> Warren R. Baltimore II
>> Remedy Developer
>> 410-533-5367
>>
>
>
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>



-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

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Re: Jumps in Incident ID numbers

[Mahesh]

You can use "Service" action from an Active Link and invoke a filter.

Thanks
Mahesh

On Thu, Jul 21, 2011 at 3:41 PM, pritch  wrote:

> You would probably have to use AL's - if the ticket isn't saved, filters
> will not fire (so I don't think TR would work).  Would probably have to
> tap into the same qualification that is used to assign the Incident ID.
>
> - Original Message -
> From: "Michael" 
> To: arslist@ARSLIST.ORG
> Sent: Thursday, July 21, 2011 4:05:14 PM
> Subject: Re: Jumps in Incident ID numbers
>
> Nice idea!
>
> I love 'what if', I always learn so much in trying.
>
> I will play with that and see if I can get anything from it.
>
> thanks,
> Michael
>
> On Thu, Jul 21, 2011 at 12:53 PM, Martinez, Marcelo A
>  wrote:
> > Just an idea here.. What IF...
> >
> > You create a custom form with some fields you'd like to capture. Then
> create workflow to fire when [TR.IncidentID*+ =! $NULL$ ] and have it
> populate those fields on your custom form. You could capture user /
> timestamp / etc fields..
> >
> > I have not tried this - don't know if it would work
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Michael
> > Sent: Thursday, July 21, 2011 2:44 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Jumps in Incident ID numbers
> >
> > Thanks, I will look into that.
> >
> > Not sure if they(management) want to make that customization, but it
> > never hurts to explore all options.
> >
> > thanks again,
> > Michael
> >
> > On Thu, Jul 21, 2011 at 12:34 PM, pritch  wrote:
> >> There's a couple active links you can disable that should stop that (I
> had a similar issue with change).  They have the active links duplicated as
> filters on submit so it generates it there.  I did have to put in a warning
> message to give the user their ticket number.
> >>
> >> - Original Message -
> >> From: "strauss" 
> >> To: arslist@ARSLIST.ORG
> >> Sent: Thursday, July 21, 2011 3:26:09 PM
> >> Subject: Re: Jumps in Incident ID numbers
> >>
> >> Anything that tries to open a new ticket generates a new Incident ID,
> then if the transaction is abandoned that ID is considered "consumed" and
> the Next ID is incremented.  On ITSM 7.0 this occurred if you selected the
> Customer in the ticketing form; in 7.6.04 it occurs when you open a new
> Incident (or other) form, so the skipping of numbers will just get "worse"
> from here on out.
> >>
> >> 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 Michael
> >> Sent: Thursday, July 21, 2011 2:22 PM
> >> To: arslist@ARSLIST.ORG
> >> Subject: Jumps in Incident ID numbers
> >>
> >> Hi all,
> >>
> >> ITSM & server 7.6.03
> >> Linux 2.6.18-238.9.1.el5
> >> Oracle 11g
> >>
> >> I am opening a ticket with Remedy support on this, but was wondering
> >> if anyone had seen this before.  We are getting constant jumps in
> >> Incident ID numbers.  For example:
> >>
> >> (Last 3 tickets created less than 5 minutes apart)
> >>
> >> INC00029396
> >> INC00029399
> >> INC00029401
> >>
> >> This is constant, and sometimes the jumps between numbers is random,
> >> sometimes its 1, then 3, then 2, then 10, then 27, it bounces all over
> >> the place.
> >>
> >> Next Request ID Block size is set to 1 on the Configuration tab of the
> >> "Server Information" form.
> >>
> >> There is no Next Request ID Block size on:
> >>
> >> HPD:Help Desk
> >> HPD:CFG Ticket Num Generator
> >>
> >> Also, except for very minor customizations like a field name, or
> >> adding a field to the IM console, this is OOTB.
> >>
> >> Anyone seen this, or have any ideas?
> >>
> >> thanks!
> >> --
> >> Michael Hirst
> >> University of Arizona,
> >> UITS
> >> 520-621-0867
> >>
> >>
> ___
> >> 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"
> >>
> >>
> >
> >
> >
> > --
> > Michael Hirst
> > University of Arizona,
> > UITS
> > 520-621-0867
> >
> >
> ___
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> >
> >
> _

Re: Jumps in Incident ID numbers

[Alejandro Canon]

Michael:

Do you have published HPD:IncidentInterface_Create WebService or some external 
creation of incidents through HPD:IncidentInterface_Create form? Because of 
that interface form it will trigger Incident ID Reservation in HPD:Help Desk 
form. Even if Incident ticket is not created due to some error, Incident ID is 
reserved and NextID will be incremented according what Christopher said.

Regards,

Alejandro
-Mensaje original-
De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] 
En nombre de Michael
Enviado el: Jueves, 21 de Julio de 2011 16:05
Para: arslist@ARSLIST.ORG
Asunto: Re: Jumps in Incident ID numbers

Nice idea!

I love 'what if', I always learn so much in trying.

I will play with that and see if I can get anything from it.

thanks,
Michael

On Thu, Jul 21, 2011 at 12:53 PM, Martinez, Marcelo A
 wrote:
> Just an idea here.. What IF...
>
> You create a custom form with some fields you'd like to capture. Then create 
> workflow to fire when [TR.IncidentID*+ =! $NULL$ ] and have it populate those 
> fields on your custom form. You could capture user / timestamp / etc fields..
>
> I have not tried this - don't know if it would work
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Michael
> Sent: Thursday, July 21, 2011 2:44 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Jumps in Incident ID numbers
>
> Thanks, I will look into that.
>
> Not sure if they(management) want to make that customization, but it
> never hurts to explore all options.
>
> thanks again,
> Michael
>
> On Thu, Jul 21, 2011 at 12:34 PM, pritch  wrote:
>> There's a couple active links you can disable that should stop that (I had a 
>> similar issue with change).  They have the active links duplicated as 
>> filters on submit so it generates it there.  I did have to put in a warning 
>> message to give the user their ticket number.
>>
>> - Original Message -
>> From: "strauss" 
>> To: arslist@ARSLIST.ORG
>> Sent: Thursday, July 21, 2011 3:26:09 PM
>> Subject: Re: Jumps in Incident ID numbers
>>
>> Anything that tries to open a new ticket generates a new Incident ID, then 
>> if the transaction is abandoned that ID is considered "consumed" and the 
>> Next ID is incremented.  On ITSM 7.0 this occurred if you selected the 
>> Customer in the ticketing form; in 7.6.04 it occurs when you open a new 
>> Incident (or other) form, so the skipping of numbers will just get "worse" 
>> from here on out.
>>
>> 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 Michael
>> Sent: Thursday, July 21, 2011 2:22 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Jumps in Incident ID numbers
>>
>> Hi all,
>>
>> ITSM & server 7.6.03
>> Linux 2.6.18-238.9.1.el5
>> Oracle 11g
>>
>> I am opening a ticket with Remedy support on this, but was wondering
>> if anyone had seen this before.  We are getting constant jumps in
>> Incident ID numbers.  For example:
>>
>> (Last 3 tickets created less than 5 minutes apart)
>>
>> INC00029396
>> INC00029399
>> INC00029401
>>
>> This is constant, and sometimes the jumps between numbers is random,
>> sometimes its 1, then 3, then 2, then 10, then 27, it bounces all over
>> the place.
>>
>> Next Request ID Block size is set to 1 on the Configuration tab of the
>> "Server Information" form.
>>
>> There is no Next Request ID Block size on:
>>
>> HPD:Help Desk
>> HPD:CFG Ticket Num Generator
>>
>> Also, except for very minor customizations like a field name, or
>> adding a field to the IM console, this is OOTB.
>>
>> Anyone seen this, or have any ideas?
>>
>> thanks!
>> --
>> Michael Hirst
>> University of Arizona,
>> UITS
>> 520-621-0867
>>
>> ___
>> 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"
>>
>>
>
>
>
> --
> Michael Hirst
> University of Arizona,
> UITS
> 520-621-0867
>
> ___
> 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

JRubyConf -- Ruby and Remedy -- love at first byte[] ???

[John Sundberg]

I think JRuby is such a good thing -- I had Kinetic Data buy 5 guest tickets.


So -- if you want a free ticket -- check twitter @JRubyConf.


BTW -- interesting side note -- Kinetic Task is written in JRuby.

Also Aeroprise is written in Ruby (http://rhomobile.com/) -- well at least some 
of it is written in Ruby.

http://rhomobile.com/random_quotes/aeroprise/



And again -- I am open to hosting a Birds of a Feather on the topic.





-John




--
John Sundberg

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

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










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Re: Jumps in Incident ID numbers

[pritch]

You would probably have to use AL's - if the ticket isn't saved, filters will 
not fire (so I don't think TR would work).  Would probably have to tap into 
the same qualification that is used to assign the Incident ID.

- Original Message -
From: "Michael" 
To: arslist@ARSLIST.ORG
Sent: Thursday, July 21, 2011 4:05:14 PM
Subject: Re: Jumps in Incident ID numbers

Nice idea!

I love 'what if', I always learn so much in trying.

I will play with that and see if I can get anything from it.

thanks,
Michael

On Thu, Jul 21, 2011 at 12:53 PM, Martinez, Marcelo A
 wrote:
> Just an idea here.. What IF...
>
> You create a custom form with some fields you'd like to capture. Then create 
> workflow to fire when [TR.IncidentID*+ =! $NULL$ ] and have it populate those 
> fields on your custom form. You could capture user / timestamp / etc fields..
>
> I have not tried this - don't know if it would work
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Michael
> Sent: Thursday, July 21, 2011 2:44 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Jumps in Incident ID numbers
>
> Thanks, I will look into that.
>
> Not sure if they(management) want to make that customization, but it
> never hurts to explore all options.
>
> thanks again,
> Michael
>
> On Thu, Jul 21, 2011 at 12:34 PM, pritch  wrote:
>> There's a couple active links you can disable that should stop that (I had a 
>> similar issue with change).  They have the active links duplicated as 
>> filters on submit so it generates it there.  I did have to put in a warning 
>> message to give the user their ticket number.
>>
>> - Original Message -
>> From: "strauss" 
>> To: arslist@ARSLIST.ORG
>> Sent: Thursday, July 21, 2011 3:26:09 PM
>> Subject: Re: Jumps in Incident ID numbers
>>
>> Anything that tries to open a new ticket generates a new Incident ID, then 
>> if the transaction is abandoned that ID is considered "consumed" and the 
>> Next ID is incremented.  On ITSM 7.0 this occurred if you selected the 
>> Customer in the ticketing form; in 7.6.04 it occurs when you open a new 
>> Incident (or other) form, so the skipping of numbers will just get "worse" 
>> from here on out.
>>
>> 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 Michael
>> Sent: Thursday, July 21, 2011 2:22 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Jumps in Incident ID numbers
>>
>> Hi all,
>>
>> ITSM & server 7.6.03
>> Linux 2.6.18-238.9.1.el5
>> Oracle 11g
>>
>> I am opening a ticket with Remedy support on this, but was wondering
>> if anyone had seen this before.  We are getting constant jumps in
>> Incident ID numbers.  For example:
>>
>> (Last 3 tickets created less than 5 minutes apart)
>>
>> INC00029396
>> INC00029399
>> INC00029401
>>
>> This is constant, and sometimes the jumps between numbers is random,
>> sometimes its 1, then 3, then 2, then 10, then 27, it bounces all over
>> the place.
>>
>> Next Request ID Block size is set to 1 on the Configuration tab of the
>> "Server Information" form.
>>
>> There is no Next Request ID Block size on:
>>
>> HPD:Help Desk
>> HPD:CFG Ticket Num Generator
>>
>> Also, except for very minor customizations like a field name, or
>> adding a field to the IM console, this is OOTB.
>>
>> Anyone seen this, or have any ideas?
>>
>> thanks!
>> --
>> Michael Hirst
>> University of Arizona,
>> UITS
>> 520-621-0867
>>
>> ___
>> 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"
>>
>>
>
>
>
> --
> Michael Hirst
> University of Arizona,
> UITS
> 520-621-0867
>
> ___
> 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"
>
>



-- 
Michael Hirst
University of Arizona,
UITS
520-621-0867

___
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Re: Jumps in Incident ID numbers

[Michael]

Nice idea!

I love 'what if', I always learn so much in trying.

I will play with that and see if I can get anything from it.

thanks,
Michael

On Thu, Jul 21, 2011 at 12:53 PM, Martinez, Marcelo A
 wrote:
> Just an idea here.. What IF...
>
> You create a custom form with some fields you'd like to capture. Then create 
> workflow to fire when [TR.IncidentID*+ =! $NULL$ ] and have it populate those 
> fields on your custom form. You could capture user / timestamp / etc fields..
>
> I have not tried this - don't know if it would work
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Michael
> Sent: Thursday, July 21, 2011 2:44 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Jumps in Incident ID numbers
>
> Thanks, I will look into that.
>
> Not sure if they(management) want to make that customization, but it
> never hurts to explore all options.
>
> thanks again,
> Michael
>
> On Thu, Jul 21, 2011 at 12:34 PM, pritch  wrote:
>> There's a couple active links you can disable that should stop that (I had a 
>> similar issue with change).  They have the active links duplicated as 
>> filters on submit so it generates it there.  I did have to put in a warning 
>> message to give the user their ticket number.
>>
>> - Original Message -
>> From: "strauss" 
>> To: arslist@ARSLIST.ORG
>> Sent: Thursday, July 21, 2011 3:26:09 PM
>> Subject: Re: Jumps in Incident ID numbers
>>
>> Anything that tries to open a new ticket generates a new Incident ID, then 
>> if the transaction is abandoned that ID is considered "consumed" and the 
>> Next ID is incremented.  On ITSM 7.0 this occurred if you selected the 
>> Customer in the ticketing form; in 7.6.04 it occurs when you open a new 
>> Incident (or other) form, so the skipping of numbers will just get "worse" 
>> from here on out.
>>
>> 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 Michael
>> Sent: Thursday, July 21, 2011 2:22 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Jumps in Incident ID numbers
>>
>> Hi all,
>>
>> ITSM & server 7.6.03
>> Linux 2.6.18-238.9.1.el5
>> Oracle 11g
>>
>> I am opening a ticket with Remedy support on this, but was wondering
>> if anyone had seen this before.  We are getting constant jumps in
>> Incident ID numbers.  For example:
>>
>> (Last 3 tickets created less than 5 minutes apart)
>>
>> INC00029396
>> INC00029399
>> INC00029401
>>
>> This is constant, and sometimes the jumps between numbers is random,
>> sometimes its 1, then 3, then 2, then 10, then 27, it bounces all over
>> the place.
>>
>> Next Request ID Block size is set to 1 on the Configuration tab of the
>> "Server Information" form.
>>
>> There is no Next Request ID Block size on:
>>
>> HPD:Help Desk
>> HPD:CFG Ticket Num Generator
>>
>> Also, except for very minor customizations like a field name, or
>> adding a field to the IM console, this is OOTB.
>>
>> Anyone seen this, or have any ideas?
>>
>> thanks!
>> --
>> Michael Hirst
>> University of Arizona,
>> UITS
>> 520-621-0867
>>
>> ___
>> 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"
>>
>>
>
>
>
> --
> Michael Hirst
> University of Arizona,
> UITS
> 520-621-0867
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>
> ___
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>
>



-- 
Michael Hirst
University of Arizona,
UITS
520-621-0867

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Re: Jumps in Incident ID numbers

[Martinez, Marcelo A]

Just an idea here.. What IF...

You create a custom form with some fields you'd like to capture. Then create 
workflow to fire when [TR.IncidentID*+ =! $NULL$ ] and have it populate those 
fields on your custom form. You could capture user / timestamp / etc fields..

I have not tried this - don't know if it would work


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Michael
Sent: Thursday, July 21, 2011 2:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Jumps in Incident ID numbers

Thanks, I will look into that.

Not sure if they(management) want to make that customization, but it
never hurts to explore all options.

thanks again,
Michael

On Thu, Jul 21, 2011 at 12:34 PM, pritch  wrote:
> There's a couple active links you can disable that should stop that (I had a 
> similar issue with change).  They have the active links duplicated as filters 
> on submit so it generates it there.  I did have to put in a warning message 
> to give the user their ticket number.
>
> - Original Message -
> From: "strauss" 
> To: arslist@ARSLIST.ORG
> Sent: Thursday, July 21, 2011 3:26:09 PM
> Subject: Re: Jumps in Incident ID numbers
>
> Anything that tries to open a new ticket generates a new Incident ID, then if 
> the transaction is abandoned that ID is considered "consumed" and the Next ID 
> is incremented.  On ITSM 7.0 this occurred if you selected the Customer in 
> the ticketing form; in 7.6.04 it occurs when you open a new Incident (or 
> other) form, so the skipping of numbers will just get "worse" from here on 
> out.
>
> 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 Michael
> Sent: Thursday, July 21, 2011 2:22 PM
> To: arslist@ARSLIST.ORG
> Subject: Jumps in Incident ID numbers
>
> Hi all,
>
> ITSM & server 7.6.03
> Linux 2.6.18-238.9.1.el5
> Oracle 11g
>
> I am opening a ticket with Remedy support on this, but was wondering
> if anyone had seen this before.  We are getting constant jumps in
> Incident ID numbers.  For example:
>
> (Last 3 tickets created less than 5 minutes apart)
>
> INC00029396
> INC00029399
> INC00029401
>
> This is constant, and sometimes the jumps between numbers is random,
> sometimes its 1, then 3, then 2, then 10, then 27, it bounces all over
> the place.
>
> Next Request ID Block size is set to 1 on the Configuration tab of the
> "Server Information" form.
>
> There is no Next Request ID Block size on:
>
> HPD:Help Desk
> HPD:CFG Ticket Num Generator
>
> Also, except for very minor customizations like a field name, or
> adding a field to the IM console, this is OOTB.
>
> Anyone seen this, or have any ideas?
>
> thanks!
> --
> Michael Hirst
> University of Arizona,
> UITS
> 520-621-0867
>
> ___
> 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"
>
>



-- 
Michael Hirst
University of Arizona,
UITS
520-621-0867

___
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Re: Jumps in Incident ID numbers

[Michael]

Thanks, I will look into that.

Not sure if they(management) want to make that customization, but it
never hurts to explore all options.

thanks again,
Michael

On Thu, Jul 21, 2011 at 12:34 PM, pritch  wrote:
> There's a couple active links you can disable that should stop that (I had a 
> similar issue with change).  They have the active links duplicated as filters 
> on submit so it generates it there.  I did have to put in a warning message 
> to give the user their ticket number.
>
> - Original Message -
> From: "strauss" 
> To: arslist@ARSLIST.ORG
> Sent: Thursday, July 21, 2011 3:26:09 PM
> Subject: Re: Jumps in Incident ID numbers
>
> Anything that tries to open a new ticket generates a new Incident ID, then if 
> the transaction is abandoned that ID is considered "consumed" and the Next ID 
> is incremented.  On ITSM 7.0 this occurred if you selected the Customer in 
> the ticketing form; in 7.6.04 it occurs when you open a new Incident (or 
> other) form, so the skipping of numbers will just get "worse" from here on 
> out.
>
> 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 Michael
> Sent: Thursday, July 21, 2011 2:22 PM
> To: arslist@ARSLIST.ORG
> Subject: Jumps in Incident ID numbers
>
> Hi all,
>
> ITSM & server 7.6.03
> Linux 2.6.18-238.9.1.el5
> Oracle 11g
>
> I am opening a ticket with Remedy support on this, but was wondering
> if anyone had seen this before.  We are getting constant jumps in
> Incident ID numbers.  For example:
>
> (Last 3 tickets created less than 5 minutes apart)
>
> INC00029396
> INC00029399
> INC00029401
>
> This is constant, and sometimes the jumps between numbers is random,
> sometimes its 1, then 3, then 2, then 10, then 27, it bounces all over
> the place.
>
> Next Request ID Block size is set to 1 on the Configuration tab of the
> "Server Information" form.
>
> There is no Next Request ID Block size on:
>
> HPD:Help Desk
> HPD:CFG Ticket Num Generator
>
> Also, except for very minor customizations like a field name, or
> adding a field to the IM console, this is OOTB.
>
> Anyone seen this, or have any ideas?
>
> thanks!
> --
> Michael Hirst
> University of Arizona,
> UITS
> 520-621-0867
>
> ___
> 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"
>
>



-- 
Michael Hirst
University of Arizona,
UITS
520-621-0867

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Re: Jumps in Incident ID numbers

[Michael]

Christopher,

thanks for the response, I appreciate it.

Yes I was aware of numbers being generated when entering customer
info, and at first thought that was what was going on.  What made me
think it might be something else is that we are on .03 and from what I
can tell, the ID number is only chosen once you enter a customer.

But it just seems like a huge amount of jumps in such short times that
it did not seem likely that it was human caused.   I of course could
be very wrong on that, we are only 2 months into our 7.6.03 after our
'go-live'...w

Jumping 10 numbers in less than 1 -2 minutes at times with less than
30 support staff in Remedy at any one time gave me cause to look into
it further.   Hopefully it is just the normal generation of IDs during
use...just seems like a lot.

Oh yeah, we are only using Incident Management at this stage in the game.
thanks,
Michael


On Thu, Jul 21, 2011 at 12:26 PM, strauss  wrote:
> Anything that tries to open a new ticket generates a new Incident ID, then if 
> the transaction is abandoned that ID is considered "consumed" and the Next ID 
> is incremented.  On ITSM 7.0 this occurred if you selected the Customer in 
> the ticketing form; in 7.6.04 it occurs when you open a new Incident (or 
> other) form, so the skipping of numbers will just get "worse" from here on 
> out.
>
> 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 Michael
> Sent: Thursday, July 21, 2011 2:22 PM
> To: arslist@ARSLIST.ORG
> Subject: Jumps in Incident ID numbers
>
> Hi all,
>
> ITSM & server 7.6.03
> Linux 2.6.18-238.9.1.el5
> Oracle 11g
>
> I am opening a ticket with Remedy support on this, but was wondering
> if anyone had seen this before.  We are getting constant jumps in
> Incident ID numbers.  For example:
>
> (Last 3 tickets created less than 5 minutes apart)
>
> INC00029396
> INC00029399
> INC00029401
>
> This is constant, and sometimes the jumps between numbers is random,
> sometimes its 1, then 3, then 2, then 10, then 27, it bounces all over
> the place.
>
> Next Request ID Block size is set to 1 on the Configuration tab of the
> "Server Information" form.
>
> There is no Next Request ID Block size on:
>
> HPD:Help Desk
> HPD:CFG Ticket Num Generator
>
> Also, except for very minor customizations like a field name, or
> adding a field to the IM console, this is OOTB.
>
> Anyone seen this, or have any ideas?
>
> thanks!
> --
> Michael Hirst
> University of Arizona,
> UITS
> 520-621-0867
>
> ___
> 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"
>
>



-- 
Michael Hirst
University of Arizona,
UITS
520-621-0867

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: Jumps in Incident ID numbers

[pritch]

There's a couple active links you can disable that should stop that (I had a 
similar issue with change).  They have the active links duplicated as filters 
on submit so it generates it there.  I did have to put in a warning message to 
give the user their ticket number.

- Original Message -
From: "strauss" 
To: arslist@ARSLIST.ORG
Sent: Thursday, July 21, 2011 3:26:09 PM
Subject: Re: Jumps in Incident ID numbers

Anything that tries to open a new ticket generates a new Incident ID, then if 
the transaction is abandoned that ID is considered "consumed" and the Next ID 
is incremented.  On ITSM 7.0 this occurred if you selected the Customer in the 
ticketing form; in 7.6.04 it occurs when you open a new Incident (or other) 
form, so the skipping of numbers will just get "worse" from here on out.

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 Michael
Sent: Thursday, July 21, 2011 2:22 PM
To: arslist@ARSLIST.ORG
Subject: Jumps in Incident ID numbers

Hi all,

ITSM & server 7.6.03
Linux 2.6.18-238.9.1.el5
Oracle 11g

I am opening a ticket with Remedy support on this, but was wondering
if anyone had seen this before.  We are getting constant jumps in
Incident ID numbers.  For example:

(Last 3 tickets created less than 5 minutes apart)

INC00029396
INC00029399
INC00029401

This is constant, and sometimes the jumps between numbers is random,
sometimes its 1, then 3, then 2, then 10, then 27, it bounces all over
the place.

Next Request ID Block size is set to 1 on the Configuration tab of the
"Server Information" form.

There is no Next Request ID Block size on:

HPD:Help Desk
HPD:CFG Ticket Num Generator

Also, except for very minor customizations like a field name, or
adding a field to the IM console, this is OOTB.

Anyone seen this, or have any ideas?

thanks!
-- 
Michael Hirst
University of Arizona,
UITS
520-621-0867

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

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Re: arcache question

[Warren R. Baltimore II]

Thanks Fred and Doug!  I'll give it a shot.

On Thu, Jul 21, 2011 at 3:23 PM, Mueller, Doug  wrote:

> ** **
> Warren,
>
> Did you look at Fred's other suggestion?
>
> Like him, if the query you are showing us is what you are running, you are
> missing a double quote in
> your command line syntax.  Notice that there is no double quote at the
> start of  \\
>
> You will get the > prompt from the UNIX shell when it is waiting for you to
> finish your command.  Well,
> with the missing ", you are in the middle of a mismatched set of quotes and
> it is waiting for you to finish
>
> Anyway, if this is not reflective of the command you are entering (i.e.
> there IS in fact a double quote there),
> we need to see the exact command you are entering.  That is because the >
> prompt you are getting is the
> shell saying that it is waiting for you to finish entering the command
> line.  Seeing the exact command might
> help others to point out where there is a syntax issue on the line.
>
>
> By the way, if the command you are entering is correct with the quotes and
> still giving the > prompt, try an
> example that is MUCH simpler in parameters and then sneak up on it.
>
> By this I mean, try the following a one item -q option.  Or drop options
> that are optional.  No, this doesn't
> create the user you want but it lets you get success in getting a user in
> and then you can add options on
> to find out what one is breaking things and then focus on that one until
> you finally get up to the full command
> you want to enter.
>
>
> I hope this helps,
>
> Doug Mueller
>
>  --
>  *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II
> *Sent:* Thursday, July 21, 2011 7:58 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: arcache question
>
> ** Well, it was worth a shot.  It didn't like the parens added.  I see I
> forgot to add version.  I'm on ARS 6.3 patch 16.  I've tried to find
> something to help me in the kbase but no luck.
>
>
> On Thu, Jul 21, 2011 at 10:54 AM, Warren R. Baltimore II <
> warrenbaltim...@gmail.com> wrote:
>
>> I'll try that.  Thanks Fred!
>>
>>
>> On Thu, Jul 21, 2011 at 10:46 AM, Grooms, Frederick W <
>> frederick.w.gro...@xo.com> wrote:
>>
>>> **
>>>
>>> I believe it thinks it is missing a “   (before group6 maybe??).  I have
>>> never tried it with a computed group but should that be in () ?
>>>
>>> 
>>>
>>> # .\arcache -G a -e "" -i "" -c 2   
>>>
>>>-q "(\"\" OR \"\" OR \"\" OR \">> "\\" OR \\" OR \"\")"   
>>>
>>>-t 2 -n "" -s "" -d
>>> 
>>>
>>> Fred
>>>
>>> 
>>>
>>> 
>>>
>>> *From:* Action Request System discussion list(ARSList) [mailto:
>>> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II
>>> *Sent:* Thursday, July 21, 2011 9:26 AM
>>> *To:* arslist@ARSLIST.ORG
>>> *Subject:* arcache question
>>>
>>> 
>>>
>>> ** 
>>>
>>> I haven't had to submit an arcache command in about 7 years, and I'm
>>> having problems
>>>
>>> 
>>>
>>> I'm running on a sun-solaris machine (sunos 5.10).  I am in the install
>>> directory (ar//bin).  And I have administrative rights on the box.
>>> I'm issuing the following command:
>>>
>>> 
>>>
>>> # .\arcache -G a -e "" -i "" -c 2 -q "\"\"
>>> OR \"\" OR \"\" OR \"\" OR
>>> \\" OR \"\"" -t 2 -n "" -s
>>> "" -d
>>> 
>>>
>>> When I issue the command, instead of running, I'm getting a ">" prompt.
>>> But no request for further information.  The process is not running.
>>>
>>> 
>>>
>>> I tried doing a general arreload, but then the server doesn't even
>>> recognize any of the administrative accounts in Remedy.
>>>
>>> 
>>>
>>> Any help would be greatly appreciated.
>>> --
>>> Warren R. Baltimore II
>>> Remedy Developer
>>> 410-533-5367
>>>
>>> 
>>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>>
>>
>>
>> --
>> Warren R. Baltimore II
>> Remedy Developer
>> 410-533-5367
>>
>
>
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>



-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

___
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Re: Jumps in Incident ID numbers

[strauss]

Anything that tries to open a new ticket generates a new Incident ID, then if 
the transaction is abandoned that ID is considered "consumed" and the Next ID 
is incremented.  On ITSM 7.0 this occurred if you selected the Customer in the 
ticketing form; in 7.6.04 it occurs when you open a new Incident (or other) 
form, so the skipping of numbers will just get "worse" from here on out.

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 Michael
Sent: Thursday, July 21, 2011 2:22 PM
To: arslist@ARSLIST.ORG
Subject: Jumps in Incident ID numbers

Hi all,

ITSM & server 7.6.03
Linux 2.6.18-238.9.1.el5
Oracle 11g

I am opening a ticket with Remedy support on this, but was wondering
if anyone had seen this before.  We are getting constant jumps in
Incident ID numbers.  For example:

(Last 3 tickets created less than 5 minutes apart)

INC00029396
INC00029399
INC00029401

This is constant, and sometimes the jumps between numbers is random,
sometimes its 1, then 3, then 2, then 10, then 27, it bounces all over
the place.

Next Request ID Block size is set to 1 on the Configuration tab of the
"Server Information" form.

There is no Next Request ID Block size on:

HPD:Help Desk
HPD:CFG Ticket Num Generator

Also, except for very minor customizations like a field name, or
adding a field to the IM console, this is OOTB.

Anyone seen this, or have any ideas?

thanks!
-- 
Michael Hirst
University of Arizona,
UITS
520-621-0867

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

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

Re: arcache question

[Mueller, Doug]

Warren,

Did you look at Fred's other suggestion?

Like him, if the query you are showing us is what you are running, you are 
missing a double quote in
your command line syntax.  Notice that there is no double quote at the start of 
 \\

You will get the > prompt from the UNIX shell when it is waiting for you to 
finish your command.  Well,
with the missing ", you are in the middle of a mismatched set of quotes and it 
is waiting for you to finish

Anyway, if this is not reflective of the command you are entering (i.e. there 
IS in fact a double quote there),
we need to see the exact command you are entering.  That is because the > 
prompt you are getting is the
shell saying that it is waiting for you to finish entering the command line.  
Seeing the exact command might
help others to point out where there is a syntax issue on the line.


By the way, if the command you are entering is correct with the quotes and 
still giving the > prompt, try an
example that is MUCH simpler in parameters and then sneak up on it.

By this I mean, try the following a one item -q option.  Or drop options that 
are optional.  No, this doesn't
create the user you want but it lets you get success in getting a user in and 
then you can add options on
to find out what one is breaking things and then focus on that one until you 
finally get up to the full command
you want to enter.


I hope this helps,

Doug Mueller


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Thursday, July 21, 2011 7:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: arcache question

** Well, it was worth a shot.  It didn't like the parens added.  I see I forgot 
to add version.  I'm on ARS 6.3 patch 16.  I've tried to find something to help 
me in the kbase but no luck.

On Thu, Jul 21, 2011 at 10:54 AM, Warren R. Baltimore II 
mailto:warrenbaltim...@gmail.com>> wrote:
I'll try that.  Thanks Fred!


On Thu, Jul 21, 2011 at 10:46 AM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
**
I believe it thinks it is missing a "   (before group6 maybe??).  I have never 
tried it with a computed group but should that be in () ?

# .\arcache -G a -e "" -i "" -c 2
   -q "(\"\" OR \"\" OR \"\" OR \"\" OR \\" OR \"\")"
   -t 2 -n "" -s "" -d
Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. 
Baltimore II
Sent: Thursday, July 21, 2011 9:26 AM
To: arslist@ARSLIST.ORG
Subject: arcache question

**
I haven't had to submit an arcache command in about 7 years, and I'm having 
problems

I'm running on a sun-solaris machine (sunos 5.10).  I am in the install 
directory (ar//bin).  And I have administrative rights on the box.  I'm 
issuing the following command:

# .\arcache -G a -e "" -i "" -c 2 -q "\"\" OR 
\"\" OR \"\" OR \"\" OR \\" OR 
\"\"" -t 2 -n "" -s "" -d
When I issue the command, instead of running, I'm getting a ">" prompt.  But no 
request for further information.  The process is not running.

I tried doing a general arreload, but then the server doesn't even recognize 
any of the administrative accounts in Remedy.

Any help would be greatly appreciated.
--
Warren R. Baltimore II
Remedy Developer
410-533-5367

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



--
Warren R. Baltimore II
Remedy Developer
410-533-5367



--
Warren R. Baltimore II
Remedy Developer
410-533-5367
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

___
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Jumps in Incident ID numbers

[Michael]

Hi all,

ITSM & server 7.6.03
Linux 2.6.18-238.9.1.el5
Oracle 11g

I am opening a ticket with Remedy support on this, but was wondering
if anyone had seen this before.  We are getting constant jumps in
Incident ID numbers.  For example:

(Last 3 tickets created less than 5 minutes apart)

INC00029396
INC00029399
INC00029401

This is constant, and sometimes the jumps between numbers is random,
sometimes its 1, then 3, then 2, then 10, then 27, it bounces all over
the place.

Next Request ID Block size is set to 1 on the Configuration tab of the
"Server Information" form.

There is no Next Request ID Block size on:

HPD:Help Desk
HPD:CFG Ticket Num Generator

Also, except for very minor customizations like a field name, or
adding a field to the IM console, this is OOTB.

Anyone seen this, or have any ideas?

thanks!
-- 
Michael Hirst
University of Arizona,
UITS
520-621-0867

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Re: Overlay and Database Views - Answer

[Pargeter, Christie :CO IS]

Actually I was doing this on an application we purchased from Column
Technologies and I added a couple of dozen fields and can't find any of
them on the View.  I find them on the T table just not the view.  I
figured it would cause less questions if I used CTM:People as my example
since I did add about 5 fields there and they are not showing either.
 
Straight from BMC Support:
 
Below are my findings on this issue.
1. Currently we do not have a view in which the field on the overlay
form is stored as it 
may hamper the AR Server Performance.
2. Kindly pick up the field on the basis of its 'field id' from the
 and the  table. 
All the fields in the AR System are listed in these tables.
select * from field where fieldname =  
select * from field_char where fieldid =  
3. select * from field where schemaid=
output: this will display all the fields on the form with schemaid
 together with the properties of the fields and customized
field added would be included in this table
4. You can also refer view 'AR_System_Metadata__field' to get more
information about the fields created in AR System.
 



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Reinfeldt
Sent: Thursday, July 21, 2011 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay and Database Views - Answer


** 

Christie,

 

Strangely enough I built a form in Base mode then switched to
best practice mode and added a field.  The form then properly showed as
'Overlaid'.  I opened up SQL Management tool (sql server 2005) and
looked at the available columns in the view that was auto-generated for
that form.  The new field (the one created in the overlay) was present.
So, it's interesting to me if it doesn't work for the OOB ITSM forms.
Must be some other magic going on.  :-)

 

Enjoy,

 

Matt R.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, July 21, 2011 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay and Database Views - Answer

 

** 

Found out from BMC that there isn't a view with the overlay fields in
it.

 



From: Pargeter, Christie :CO IS 
Sent: Monday, July 18, 2011 12:58 PM
To: 'arslist@ARSLIST.ORG'
Subject: Overlay and Database Views

Hi All - does anyone know what the view names are for the fields added
to an overlay?  e.g., I added a field to CTM:People and I need to write
a SQL query to access that data.  Normally I would use the view to do
this so that my query is the same on all environments.  But when I look
in the database I am not seeing the new field.

 

Thanks

 

ARS 7.6.4

SQL 2005

 

 

 




Christie Pargeter 
Legacy Health 

IS - Programming

SR Technical Analyst

cparge...@lhs.org 

  1120 Building 

tel: 503-415-5149

 

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

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Re: arcache question

[Grooms, Frederick W]

Dang ... I had hoped that was it.   The only other things I could think of 
would be to use the Group IDs instead of names (so you don't have to have the 
double quotes around them.

>From the Config guide
To add a group ID, group type, and specify a computed group with a 
qualification, the syntax is as follows:
arcache -Ga -e106 -n "TEMPADMIN" -i 8989 -t 2 -c 2 -q "\ 
"Administrator\ " OR 'Sunnyvale' "

-q Specifies the qualification for a computed group only. Specify this option 
as "\ "A\ " OR 121 ", "121 OR 'Demo' "

And you are using portmapper for the server (if not set the ARTCPPORT 
environment variable before running)

You could also add the -d  (debug) just to see any errors



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Thursday, July 21, 2011 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: arcache question

** Well, it was worth a shot.  It didn't like the parens added.  I see I forgot 
to add version.  I'm on ARS 6.3 patch 16.  I've tried to find something to help 
me in the kbase but no luck.
--
Warren R. Baltimore II
Remedy Developer
410-533-5367


On Thu, Jul 21, 2011 at 10:54 AM, Warren R. Baltimore II 
mailto:warrenbaltim...@gmail.com>> wrote:
I'll try that.  Thanks Fred!

--
Warren R. Baltimore II
Remedy Developer
410-533-5367

On Thu, Jul 21, 2011 at 10:46 AM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
**
I believe it thinks it is missing a "   (before group6 maybe??).  I have never 
tried it with a computed group but should that be in () ?

# .\arcache -G a -e "" -i "" -c 2
   -q "(\"\" OR \"\" OR \"\" OR \"\" OR \\" OR \"\")"
   -t 2 -n "" -s "" -d
Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. 
Baltimore II
Sent: Thursday, July 21, 2011 9:26 AM
To: arslist@ARSLIST.ORG
Subject: arcache question
I haven't had to submit an arcache command in about 7 years, and I'm having 
problems
I'm running on a sun-solaris machine (sunos 5.10).  I am in the install 
directory (ar//bin).  And I have administrative rights on the box.  I'm 
issuing the following command:
# .\arcache -G a -e "" -i "" -c 2 -q "\"\" OR 
\"\" OR \"\" OR \"\" OR \\" OR 
\"\"" -t 2 -n "" -s "" -d
When I issue the command, instead of running, I'm getting a ">" prompt.  But no 
request for further information.  The process is not running.
I tried doing a general arreload, but then the server doesn't even recognize 
any of the administrative accounts in Remedy.
Any help would be greatly appreciated.
--
Warren R. Baltimore II
Remedy Developer
410-533-5367



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Re: Overlay and Database Views - Answer

[Matt Reinfeldt]

Christie,

 

Strangely enough I built a form in Base mode then switched to best
practice mode and added a field.  The form then properly showed as
'Overlaid'.  I opened up SQL Management tool (sql server 2005) and looked at
the available columns in the view that was auto-generated for that form.
The new field (the one created in the overlay) was present.  So, it's
interesting to me if it doesn't work for the OOB ITSM forms.  Must be some
other magic going on.  :-)

 

Enjoy,

 

Matt R.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, July 21, 2011 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay and Database Views - Answer

 

** 

Found out from BMC that there isn't a view with the overlay fields in it.

 

  _  

From: Pargeter, Christie :CO IS 
Sent: Monday, July 18, 2011 12:58 PM
To: 'arslist@ARSLIST.ORG'
Subject: Overlay and Database Views

Hi All - does anyone know what the view names are for the fields added to an
overlay?  e.g., I added a field to CTM:People and I need to write a SQL
query to access that data.  Normally I would use the view to do this so that
my query is the same on all environments.  But when I look in the database I
am not seeing the new field.

 

Thanks

 

ARS 7.6.4

SQL 2005

 

 

 

  _  


Christie Pargeter 
Legacy Health 

IS - Programming

SR Technical Analyst

cparge...@lhs.org   


  1120 Building 


tel: 503-415-5149

 

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


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Re: Assignment groups - sizing

[Brittain, Mark]

I am running ARS 6.3 and start to see slowness with the Group Assignment 
Notification at about 60 users.  One way I have kept the numbers lower is by 
splitting groups assignments and queue access.  Many users want access to a 
ticket queue but don't want emails and don't want tickets assigned to them.  In 
general managers who need to get to information quickly but are not working 
tickets. The queue has a group menu where the users can select a group and 
those tickets are displayed.  I can do this because tickets are not segregated 
by group (e.g. Assignee Group). Cuts down on the number of groups one person is 
assigned. It also allows me to deploy a universal queue rather than building a 
new whenever a new group is created.

Hope this helps.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Alejandro Canon
Sent: Thursday, July 21, 2011 10:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Assignment groups - sizing

**
My experience:

We have a customer with one assignment group (Support Group) with about 120 
members.
We had faced slow behavior in Notification Engine when triggering Group 
Assignment Notification Event for Incident Management.
Also we had some troubles using Approval Process in Change Management with same 
aasignment group, there´s a hidden field who stores all user names for 
approvers i.e "USER1;USER2;;USERn"
That field couldn´t store all usernames for that group, stored about 30-35 
usernames. Obviously depends on how long could be usernames.

Also Approval Engine faced some slow behavior when processing Approval 
Notifications and Approvals, i.e when moving from "Request for Authorization" 
to "Request for Change" within an Change Review Approval Phase, Approval 
Notifications were sent about five minutes after modifying Change Status to 
"Request for Authorization", and when all approvers had to approve in Approval 
Central, change ticket took about 3-5 minutes (average time) to move to 
"Request for Change".

Finally we had to suggest customer to divide that assignment group. Customer 
uses ARS 7.1

HTH,

Alejandro
De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] 
En nombre de John Sundberg
Enviado el: Jueves, 14 de Julio de 2011 16:26
Para: arslist@ARSLIST.ORG
Asunto: Assignment groups - sizing

**

What is a "normal" size for an assignment group???

I am thinking < 20...


Do people have any assignment groups > 100 members.

And if so -- how is that working? Are you putting it into a queue -- and let 
anybody pull it out -- or are you assigning it to an indiv in the group?


Thanks in advance,


-John




--
John Sundberg

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








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Re: Overlay and Database Views - Answer

[Pargeter, Christie :CO IS]

Found out from BMC that there isn't a view with the overlay fields in
it.



From: Pargeter, Christie :CO IS 
Sent: Monday, July 18, 2011 12:58 PM
To: 'arslist@ARSLIST.ORG'
Subject: Overlay and Database Views


Hi All - does anyone know what the view names are for the fields added
to an overlay?  e.g., I added a field to CTM:People and I need to write
a SQL query to access that data.  Normally I would use the view to do
this so that my query is the same on all environments.  But when I look
in the database I am not seeing the new field.
 
Thanks
 
ARS 7.6.4
SQL 2005
 
 
 



Christie Pargeter 
Legacy Health 
IS - Programming
SR Technical Analyst
cparge...@lhs.org 
  1120 Building 
tel: 503-415-5149   
 

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****** Flashboards ****

[Enslin Van Blerk - MWEB]

Hi

I require some help please.

ARS 7.1
Windows Server SE Service Pack 2
Java - "1.5.0_12"
AR Admin tool = 7.1 Patch 006

When I try to open anything under Flashboards in the Admin tool I get the 
following error.
ERROR: "Failed to create object - extension view"

Any ideas?

Thanks
Enslin
Connect with South Africa’s leading Internet Service Provider and discover the 
magic of the Internet and all its possibilities. 
Call 08600 32000 or click here(http://www.mweb.co.za/productsservices/) for 
more.

MWEB :-)  CONNECT AND YOU CAN.

This electronic communication and the attached file(s) are subject to a 
disclaimer which can be accessed on the following link: 
Disclaimer - or copy the following URL into your browser - 
http://www.mweb.co.za/disclaimer. 
If you are unable to view the disclaimer, please contact ab...@mweb.com for a 
copy.

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Re: 7.6.04 sp1 server specs

[Alejandro Canon]

We have a couple of customers with ARS & ITSM 7.6.04 under VM's, using VMWare 
VCenter Server and ESX Server. As far as now we haven't faced issues regarding 
performance due to using VM's.
BMC supports VMWare and Hyper-V environments.
If your Vm's have all virtual resources (Disk, RAM, CPU) dedicated, there 
should be no problem in deploying ARS & ITSM. But if you have several VM's 
using same resource pool, you may need to consult to VM's Admin in order to 
ensure overall performance. If you're using VMWare Workstation you can 
"reserve" resources i.e minimum 2 GB and 3600 MHz (sum of frecuency for all 
processors dedicated to VM)
There´s a concept in Virtualization named "Memory Balloon" which refers to 
"real time assigned Memory" vs. "declared assigned Memory"  per VM. Your VM 
could have 8 GB assigned but meanwhile it's not using all memory assigned, 
host's memory will be assigned to another VM. In simple words, memory is 
assigned "On Demand" regardless declared assigned memory. If you have not 
configured Memory Baloon in a well manner you would face disk pagination which 
makes VM slower.
Here´s a white paper 
http://www.usenix.org/events/osdi02/tech/full_papers/waldspurger/waldspurger_html/node6.html
 for understanding Memory Baloon.

Also your VM's admin may consider using Virtual Switchs for grouping all VM's 
related (ARS, DB, MidTier) in order to ensure network performance.

Finally you may want to consult your DBA in order to ensure Database 
Performance in VM's (assuming your DB is virtualized too)

HTH,

Alejandro
-Mensaje original-
De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] 
En nombre de Brittain, Mark
Enviado el: Jueves, 21 de Julio de 2011 10:58
Para: arslist@ARSLIST.ORG
Asunto: Re: 7.6.04 sp1 server specs

Might want to check the compatibility guide. Different VM's are fully or 
partially supported. Also

Known incompatibilities for virtual environments
BMC recommends against running server components of BMC Atrium technologies or 
BMC Remedy
IT Service Management applications within VMware Workstation in a production 
environment.

FYI
Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Thursday, July 21, 2011 10:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 sp1 server specs

I would also be interested to hear from others running production systems on 
VMs. My company is pushing hard for all new systems to be on VMs; but something 
about sharing resources and bandwidth I do not like.

I am running a 7.6.04 64bit POC setup on VMs and it is as fast as molasses 
(with a user load of 1).





-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Larry Barnes
Sent: Wednesday, July 20, 2011 4:17 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 sp1 server specs

I just upgraded my dev server to ITSM 7.6.04 sp1 on a VM box with 2
processors and 8 gb of ram.
   We are running SQL 2008 on it's own server.

This setup is really slow so it concerns me what would happen if I move
to a VM for production.

I'm curious what others are using that are running a production version
of ITSM 7.6.04 on a VM.

Are you experiencing any response issues?
What type of hardware setup are you using?


Thanks for your input.

Larry B.

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Analytics issue: You do not have the right to edit the universe 'ITSM' in folder '/'

[John . Atherly]

I can Import and update the universe and save it while in Designer on the 
server.  But when I try to Export it back in I and my other colleagues are 
getting this error.  You do not have the right to edit the universe 
'ITSM' in folder '/'  We looked at the access we have in Analytics and 
we all have admin rights.  Is this an Analytics access issue or a server 
issue. I'm told nothing has changed on either.  I tried testing it on a 
different server but I got a different error and can not log on.  Internal 
Problem[repo_proxy 13] SessionFacade::openSession - check rights has 
failed One or more arguments are invalid.(hr=#0x0) 

We rebooted the servers
The Universe is not locked

_
 


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 

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Re: Computed Group problem

[Warren R. Baltimore II]

Thanks David,

I did have them associated with the roles.  But they wouldn't associate.  I
ended up having to create a "real" group then associating that with the
Roles and directly with each user (which is what I wanted to avoid).  I had
hoped that the access cache would eventually pick it up, but no luck  I
can't even get arreload or arrcache to work.  I tried BMC support, but that
is turning out to be a bit of a dead end (I had to explain to them that the
access cache applied in all cases, not just the midtiersigh)

On Thu, Jul 21, 2011 at 11:00 AM, David Durling  wrote:

> **
>
> Warren,
>
> ** **
>
> Maybe not applicable, but if you’re in a deployable application:   I
> recently had a brief issue where some new computed groups didn’t work, but
> it was because I overlooked specifying the groups on the Roles records.   In
> that case, the computed groups displayed on the members’ user records, but
> didn’t work. 
>
> ** **
>
> David Durling
>
> University of Georgia
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II
> *Sent:* Wednesday, July 20, 2011 3:06 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Computed Group problem
>
> ** **
>
> ** The settings are *generally* similar.  We use Computed groups already
> without issue on both servers.  As to ARReload, I've tried using both my own
> account (with admin privs) and demo.  Both have hardcoded passwords in the
> user form.
>
> On Wed, Jul 20, 2011 at 2:46 PM, Grooms, Frederick W <
> frederick.w.gro...@xo.com> wrote:
>
> Does Prod have multiple assign groups (or some other setting different than
> dev)?  Compare the ar.conf files.
>
> For arreload, is the Admin account local (password stored local in Remedy)
> on the prod server?
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
> Sent: Wednesday, July 20, 2011 1:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Computed Group problem
>
> I've got a weird problem, but first, the basics!
>
> SunOS 5.10
> Oracle 10.x
> ARS 6.3 Patch 16
>
> I've got a series of Notification groups that are all named "VIS-##".
> I then have a computed group (type change) named "VIS".  The computed group
> definition consists of all of the notification groups on an OR basis i.e.
> "VIS-AudioVisual" OR "VIS-VideoShoot" OR.
>
> I have this group set up in the same method on my development box and it
> works fine.
>
> On my production server, the computed group is not identifying any of the
> individuals that are a member of any of it's component groups.
>
> I thought it might be a problem with the cache, but I have been unable to
> run arreload to fix the issue (I keep getting ARERR 329 even though I'm
> using an admin account and pw).
>
> Any thoughts?
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367
>
>
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> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>
> ** **
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

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Re: Computed Group problem

[David Durling]

Warren,

Maybe not applicable, but if you're in a deployable application:   I recently 
had a brief issue where some new computed groups didn't work, but it was 
because I overlooked specifying the groups on the Roles records.   In that 
case, the computed groups displayed on the members' user records, but didn't 
work.

David Durling
University of Georgia


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Wednesday, July 20, 2011 3:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Computed Group problem

** The settings are generally similar.  We use Computed groups already without 
issue on both servers.  As to ARReload, I've tried using both my own account 
(with admin privs) and demo.  Both have hardcoded passwords in the user form.
On Wed, Jul 20, 2011 at 2:46 PM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
Does Prod have multiple assign groups (or some other setting different than 
dev)?  Compare the ar.conf files.

For arreload, is the Admin account local (password stored local in Remedy) on 
the prod server?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. 
Baltimore II
Sent: Wednesday, July 20, 2011 1:23 PM
To: arslist@ARSLIST.ORG
Subject: Computed Group problem

I've got a weird problem, but first, the basics!

SunOS 5.10
Oracle 10.x
ARS 6.3 Patch 16

I've got a series of Notification groups that are all named "VIS-##".  I 
then have a computed group (type change) named "VIS".  The computed group 
definition consists of all of the notification groups on an OR basis i.e. 
"VIS-AudioVisual" OR "VIS-VideoShoot" OR.

I have this group set up in the same method on my development box and it works 
fine.

On my production server, the computed group is not identifying any of the 
individuals that are a member of any of it's component groups.

I thought it might be a problem with the cache, but I have been unable to run 
arreload to fix the issue (I keep getting ARERR 329 even though I'm using an 
admin account and pw).

Any thoughts?

--
Warren R. Baltimore II
Remedy Developer
410-533-5367
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Re: 7.6.04 sp1 server specs

[Brittain, Mark]

Might want to check the compatibility guide. Different VM's are fully or 
partially supported. Also

Known incompatibilities for virtual environments
BMC recommends against running server components of BMC Atrium technologies or 
BMC Remedy
IT Service Management applications within VMware Workstation in a production 
environment.

FYI
Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Thursday, July 21, 2011 10:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 sp1 server specs

I would also be interested to hear from others running production systems on 
VMs. My company is pushing hard for all new systems to be on VMs; but something 
about sharing resources and bandwidth I do not like.

I am running a 7.6.04 64bit POC setup on VMs and it is as fast as molasses 
(with a user load of 1).





-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Larry Barnes
Sent: Wednesday, July 20, 2011 4:17 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 sp1 server specs

I just upgraded my dev server to ITSM 7.6.04 sp1 on a VM box with 2
processors and 8 gb of ram.
   We are running SQL 2008 on it's own server.

This setup is really slow so it concerns me what would happen if I move
to a VM for production.

I'm curious what others are using that are running a production version
of ITSM 7.6.04 on a VM.

Are you experiencing any response issues?
What type of hardware setup are you using?


Thanks for your input.

Larry B.

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Re: arcache question

[Warren R. Baltimore II]

Well, it was worth a shot.  It didn't like the parens added.  I see I forgot
to add version.  I'm on ARS 6.3 patch 16.  I've tried to find something to
help me in the kbase but no luck.

On Thu, Jul 21, 2011 at 10:54 AM, Warren R. Baltimore II <
warrenbaltim...@gmail.com> wrote:

> I'll try that.  Thanks Fred!
>
>
> On Thu, Jul 21, 2011 at 10:46 AM, Grooms, Frederick W <
> frederick.w.gro...@xo.com> wrote:
>
>> **
>>
>> I believe it thinks it is missing a “   (before group6 maybe??).  I have
>> never tried it with a computed group but should that be in () ?
>>
>> ** **
>>
>> # .\arcache -G a -e "" -i "" -c 2   
>>
>>-q "(\"\" OR \"\" OR \"\" OR \"> "\\" OR \\" OR \"\")"   
>>
>>-t 2 -n "" -s "" -d
>> 
>>
>> Fred
>>
>> ** **
>>
>> ** **
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II
>> *Sent:* Thursday, July 21, 2011 9:26 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* arcache question
>>
>> ** **
>>
>> ** 
>>
>> I haven't had to submit an arcache command in about 7 years, and I'm
>> having problems
>>
>>  
>>
>> I'm running on a sun-solaris machine (sunos 5.10).  I am in the install
>> directory (ar//bin).  And I have administrative rights on the box.
>> I'm issuing the following command:
>>
>>  
>>
>> # .\arcache -G a -e "" -i "" -c 2 -q "\"\" OR
>> \"\" OR \"\" OR \"\" OR \\"
>> OR \"\"" -t 2 -n "" -s "" -d
>> 
>>
>> When I issue the command, instead of running, I'm getting a ">" prompt.
>> But no request for further information.  The process is not running.
>>
>>  
>>
>> I tried doing a general arreload, but then the server doesn't even
>> recognize any of the administrative accounts in Remedy.
>>
>>  
>>
>> Any help would be greatly appreciated.
>> --
>> Warren R. Baltimore II
>> Remedy Developer
>> 410-533-5367
>>
>> ** **
>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367
>



-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

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Re: arcache question

[Warren R. Baltimore II]

I'll try that.  Thanks Fred!

On Thu, Jul 21, 2011 at 10:46 AM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> **
>
> I believe it thinks it is missing a “   (before group6 maybe??).  I have
> never tried it with a computed group but should that be in () ?
>
> ** **
>
> # .\arcache -G a -e "" -i "" -c 2   
>
>-q "(\"\" OR \"\" OR \"\" OR \" "\\" OR \\" OR \"\")"   
>
>-t 2 -n "" -s "" -d
> 
>
> Fred
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II
> *Sent:* Thursday, July 21, 2011 9:26 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* arcache question
>
> ** **
>
> ** 
>
> I haven't had to submit an arcache command in about 7 years, and I'm having
> problems
>
>  
>
> I'm running on a sun-solaris machine (sunos 5.10).  I am in the install
> directory (ar//bin).  And I have administrative rights on the box.
> I'm issuing the following command:
>
>  
>
> # .\arcache -G a -e "" -i "" -c 2 -q "\"\" OR
> \"\" OR \"\" OR \"\" OR \\"
> OR \"\"" -t 2 -n "" -s "" -d
> 
>
> When I issue the command, instead of running, I'm getting a ">" prompt.
> But no request for further information.  The process is not running.
>
>  
>
> I tried doing a general arreload, but then the server doesn't even
> recognize any of the administrative accounts in Remedy.
>
>  
>
> Any help would be greatly appreciated.
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367
>
> ** **
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

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Re: 7.6.04 sp1 server specs

[Martinez, Marcelo A]

I would also be interested to hear from others running production systems on 
VMs. My company is pushing hard for all new systems to be on VMs; but something 
about sharing resources and bandwidth I do not like.

I am running a 7.6.04 64bit POC setup on VMs and it is as fast as molasses 
(with a user load of 1). 





-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Larry Barnes
Sent: Wednesday, July 20, 2011 4:17 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 sp1 server specs

I just upgraded my dev server to ITSM 7.6.04 sp1 on a VM box with 2
processors and 8 gb of ram.
   We are running SQL 2008 on it's own server.

This setup is really slow so it concerns me what would happen if I move
to a VM for production.
 
I'm curious what others are using that are running a production version
of ITSM 7.6.04 on a VM.

Are you experiencing any response issues?  
What type of hardware setup are you using?


Thanks for your input.

Larry B.

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Re: arcache question

[Grooms, Frederick W]

I believe it thinks it is missing a "   (before group6 maybe??).  I have never 
tried it with a computed group but should that be in () ?

# .\arcache -G a -e "" -i "" -c 2
   -q "(\"\" OR \"\" OR \"\" OR \"\" OR \\" OR \"\")"
   -t 2 -n "" -s "" -d
Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Thursday, July 21, 2011 9:26 AM
To: arslist@ARSLIST.ORG
Subject: arcache question

**
I haven't had to submit an arcache command in about 7 years, and I'm having 
problems

I'm running on a sun-solaris machine (sunos 5.10).  I am in the install 
directory (ar//bin).  And I have administrative rights on the box.  I'm 
issuing the following command:

# .\arcache -G a -e "" -i "" -c 2 -q "\"\" OR 
\"\" OR \"\" OR \"\" OR \\" OR 
\"\"" -t 2 -n "" -s "" -d
When I issue the command, instead of running, I'm getting a ">" prompt.  But no 
request for further information.  The process is not running.

I tried doing a general arreload, but then the server doesn't even recognize 
any of the administrative accounts in Remedy.

Any help would be greatly appreciated.
--
Warren R. Baltimore II
Remedy Developer
410-533-5367


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arcache question

[Warren R. Baltimore II]

I haven't had to submit an arcache command in about 7 years, and I'm having
problems

I'm running on a sun-solaris machine (sunos 5.10).  I am in the install
directory (ar//bin).  And I have administrative rights on the box.
I'm issuing the following command:

# .\arcache -G a -e "" -i "" -c 2 -q "\"\" OR
\"\" OR \"\" OR \"\" OR \\"
OR \"\"" -t 2 -n "" -s "" -d
When I issue the command, instead of running, I'm getting a ">" prompt.  But
no request for further information.  The process is not running.

I tried doing a general arreload, but then the server doesn't even recognize
any of the administrative accounts in Remedy.

Any help would be greatly appreciated.
-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

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Re: Assignment groups - sizing

[Alejandro Canon]

My experience:

We have a customer with one assignment group (Support Group) with about 120 
members.
We had faced slow behavior in Notification Engine when triggering Group 
Assignment Notification Event for Incident Management.
Also we had some troubles using Approval Process in Change Management with same 
aasignment group, there´s a hidden field who stores all user names for 
approvers i.e "USER1;USER2;;USERn"
That field couldn´t store all usernames for that group, stored about 30-35 
usernames. Obviously depends on how long could be usernames.

Also Approval Engine faced some slow behavior when processing Approval 
Notifications and Approvals, i.e when moving from "Request for Authorization" 
to "Request for Change" within an Change Review Approval Phase, Approval 
Notifications were sent about five minutes after modifying Change Status to 
"Request for Authorization", and when all approvers had to approve in Approval 
Central, change ticket took about 3-5 minutes (average time) to move to 
"Request for Change".

Finally we had to suggest customer to divide that assignment group. Customer 
uses ARS 7.1

HTH,

Alejandro
De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] 
En nombre de John Sundberg
Enviado el: Jueves, 14 de Julio de 2011 16:26
Para: arslist@ARSLIST.ORG
Asunto: Assignment groups - sizing

**

What is a "normal" size for an assignment group???

I am thinking < 20...


Do people have any assignment groups > 100 members.

And if so -- how is that working? Are you putting it into a queue -- and let 
anybody pull it out -- or are you assigning it to an indiv in the group?


Thanks in advance,


-John




--
John Sundberg

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









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Re: Delta data Migration Issue

[strauss]

I had no luck at all with DDM during the brief period that I tried to test it 
(pre-SP1 - while fighting BPCU which was also essentially unsupported and 
barely documented), and since we had already tested RRR|Chive extensively for a 
7.6.03 migration and had scripts developed for most of the tables that must be 
synchronized between ITSM servers, we used that tool instead.  We are currently 
synchronizing 41 tables of data nightly with RRR|Chive between our ITSM 
7.0.03.009 and 7.6.04.01 systems, and several others weekly. It syncs the 
production records without disturbing the 7.6.04-specific and new test records 
if you set it up correctly, a capability I did not see in the DDM tools.

If you are able to figure DDM out, or to get decent support on it from BMC 
(good luck with that!), then by all means use it, but if not, you might want to 
take a look at RRR|Chive.

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 Bharad w
Sent: Wednesday, July 20, 2011 10:36 AM
To: arslist@ARSLIST.ORG
Subject: Delta data Migration Issue

Hi,

we are facing problem while using Delta data migrator 7.6.04 SP1 for migrating 
data , when we try to run by providing source and destination server it is not 
running , did any one got success using delta data migrator tool. any help is 
appreciated . Thanks in advance.

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Re: change approvals based on CI

[Tommy Morris]

There was a similar issue in 7.0.x The CI Approval tab was missing
workflow and would NEVER trigger an approval. I had to get a hotfix for
that so it should be documented at BMC. If someone can find that fix
then maybe it will point the engineers in the right direction to solve
this issue.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Thursday, July 21, 2011 8:52 AM
To: arslist@ARSLIST.ORG
Subject: change approvals based on CI

 

** 

ARS 7.5 patch 4

ITSM 7.5.01

 

All,

 

I'm having an issue with approvals. When I add a business level approval
mapping based on a specific CI Name - it is always invoking and adding a
signature for that mapping even when the CI does NOT exist as a
relationship to the change request.

If I alter the business approval mapping to use product name instead of
CI it works fine.

 

I don't normally bother ARSList with support problems, I have an issue
open with BMC and it is escalated with them, but at this point they have
no clue.

 

Has anyone else come across this issue?

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
  |

 


The information transmitted is intended only for the person or entity to
which it is addressed and 
may contain confidential and/or privileged material. If the reader of
this message is not the intended
recipient, you are hereby notified that your access is unauthorized, and
any review, dissemination,
distribution or copying of this message including any attachments is
strictly prohibited. If you are not
the intended recipient, please contact the sender and delete the
material from any computer.

 

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change approvals based on CI

[Andrew C Goodall]

ARS 7.5 patch 4

ITSM 7.5.01

 

All,

 

I'm having an issue with approvals. When I add a business level approval
mapping based on a specific CI Name - it is always invoking and adding a
signature for that mapping even when the CI does NOT exist as a
relationship to the change request.

If I alter the business approval mapping to use product name instead of
CI it works fine.

 

I don't normally bother ARSList with support problems, I have an issue
open with BMC and it is escalated with them, but at this point they have
no clue.

 

Has anyone else come across this issue?

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
  |

 

The information transmitted is 
intended only for the person or entity to which it is addressed and may 
contain confidential and/or privileged material.  If the reader of this message 
is not the intendedrecipient, you are hereby notified that your access is 
unauthorized, and any review, dissemination,distribution or copying of this 
message including any attachments is strictly prohibited.   If you are 
notthe intended recipient, please contact the sender and delete the 
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Re: Ruby and Remedy

[John Sundberg]

If others are interested let me know -- we will either do a 
"presentation/session" on Ruby and Remedy or 


a Bird of a Feather...



-John



On Jul 21, 2011, at 8:38 AM, Joshua Schuller wrote:

** Sounds like a like a good topic for the WWRUG


Joshua Schuller
ph: 1.347.220.5979



On Wed, Jul 20, 2011 at 1:18 PM, John Sundberg  
wrote:
**

I know Kinetic Data likes Ruby and Remedy -- and I have found a number of other 
companies who are doing Ruby work with Remedy.

For anybody who may be interested in having Ruby go direct against ARS - you 
might want to look into JRuby. JRuby allows you to call the ARS Java API 
directly via Ruby.


-- For anybody who is into that kind of thing -- check out:
http://jrubyconf.com/


And for anybody who does not know about Ruby etc... -- check out a neat web app 
framework written in Ruby.

http://rubyonrails.org/

Ruby on Rails is a web framework with "philosophy" (my opinion).
http://media.rubyonrails.org/presentations/pursuitofbeauty.pdf


Here is another - VERY SIMPLE - web framework:
http://www.sinatrarb.com/


I have written a number of Ruby/Rails/Sinatra apps to interact with Remedy data 
- via JRuby. 

I find it FUN and POWERFUL and ENLIGHTENING!!!


I also have found using frameworks other than Remedy allows you to think 
differently about a problem -- sometimes it is better - sometimes it is not. 


-John



--
John Sundberg

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

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









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

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

--
John Sundberg

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

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










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Re: Ruby and Remedy

[Joshua Schuller]

Sounds like a like a good topic for the WWRUG


Joshua Schuller
ph: 1.347.220.5979



On Wed, Jul 20, 2011 at 1:18 PM, John Sundberg <
john.sundb...@kineticdata.com> wrote:

> **
>
> I know Kinetic Data likes Ruby and Remedy -- and I have found a number of
> other companies who are doing Ruby work with Remedy.
>
> For anybody who may be interested in having Ruby go direct against ARS -
> you might want to look into JRuby. JRuby allows you to call the ARS Java API
> directly via Ruby.
>
>
> -- For anybody who is into that kind of thing -- check out:
> http://jrubyconf.com/
>
>
> And for anybody who does not know about Ruby etc... -- check out a neat web
> app framework written in Ruby.
>
> http://rubyonrails.org/
>
> Ruby on Rails is a web framework with "philosophy" (my opinion).
> http://media.rubyonrails.org/presentations/pursuitofbeauty.pdf
>
>
> Here is another - VERY SIMPLE - web framework:
> http://www.sinatrarb.com/
>
>
> I have written a number of Ruby/Rails/Sinatra apps to interact with Remedy
> data - via JRuby.
>
> I find it FUN and POWERFUL and ENLIGHTENING!!!
>
>
> I also have found using frameworks other than Remedy allows you to think
> differently about a problem -- sometimes it is better - sometimes it is
> not.
>
>
> -John
>
>
>
> --
> John Sundberg
>
> Kinetic Data, Inc.
> "Building a Better Service Experience"
> Recipient of:
> WWRUG10 Best Customer Service/Support Award
> WWRUG09 Innovator of the Year Award
>
> john.sundb...@kineticdata.com
> 651.556.0930  I  www.kineticdata.com
>
>
>
>
>
>
>
>
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Delta data Migration Issue

[Amol Dixit]

There is a Configuration.xml file in the DeltaDataMigration folder.
This file is has the configuration data. In that we need to supply the path of 
migrator directory. By default the path is "C:\Program Files\BMC 
Software\Migrator\migrator". If you have installed migrator at some other 
location please repace this path and try running it again.

The same error is captured in the "DeltaMigration.log" file which is created in 
the same folder

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Re: web-services Issue

[karthik manoharan]

Hi Sachin,

This error might be because the (as in the Web Service URL) is
not present in Mid Tier AR Servers. You can add servers by Mid Tier
Configuration tool.

Regards,
Karthik.

On Wed, Jul 20, 2011 at 3:21 AM, Sachin Verma wrote:

> **
>
> Hi List,
>
> ** **
>
> Does anyone know how to fix the below web-services error while viewing in
> explorer:
>
> ** **
>
> *The following error(s) occurred while trying to process your request: *
>
> ** **
>
> ARERR [8804]
> The specified container does not exist : 
>
> ** **
>
> Thanks,
>
> Sachin
>
> --
> This message is for the designated recipient only and may contain
> privileged, proprietary, or otherwise private information. If you have
> received it in error, please notify the sender immediately and delete the
> original. Any other use of the email by you is prohibited.
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x Seeing "AssignEng : Name Parameter ( or name field in a paramter) is emptly ARERR - 102 in arerror log

[uday kiran]

Hi we are on 7.5. 03 AR
Seeing "AssignEng : Name Parameter ( or name field in a paramter) is
emptly ARERR - 102 in arerror log

Any help

Thanks

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AREA LDAP Chase Referrals

[Miguel Suarez Gomez]

Hi all,



Firts of all, I'm going to explain the situation of the REMEDY system I
have:



Server:

SO: HP-UX 11.23

BD: Oracle 10g (remote server)

Version: ARSystem 7.5 patch 3 (no ITSM)

LDAP: Active Directory



The client I'm working for has a system like that, with ARDBC and AREA LDAP
plugins enabled. Both authentication and data retrieval from LDAP into
Vendor forms work correctly. The fact is that AREA LDAP plugin seems to be
chasing referrals, despite of the parameter AREA-LDAP-Chase-Referral is 'F',
because there are opened connections into the server to another LDAPs of the
organization.¿Is there any way to prevent AREA LDAP plugin to follow
referrals into REMEDY?. Below I attached a portion of the aplugin log, and
the AREA-LDAP parameters into the ar.conf file:



 /* Mon Jul 18 2011 10:56:45.2221 */+VL
AREAVerifyLoginCallback  -- user x

 /* Mon Jul 18 2011 10:56:45.2224 */ 
AREAVerifyLoginCallback

 /* Mon Jul 18 2011 10:56:45.2226 */ 
ldap_init("x", 389)

 /* Mon Jul 18 2011 10:56:45.2229 */  connect
timeout previously: -1

 /* Mon Jul 18 2011 10:56:45.2231 */  connect
timeout used: 35000

 /* Mon Jul 18 2011 10:56:45.2233 */ 
ldap_simple_bind("x", hidden)

 /* Mon Jul 18 2011 10:56:45.2285 */  After
the bind

 /* Mon Jul 18 2011 10:56:45.2290 */ 
ldap_search_ext("DC=x,DC=x", 2, "sAMAccountName=x")

* /* Mon Jul 18 2011 10:56:45.2451 */ 
Following referral - rebinding*

* /* Mon Jul 18 2011 10:56:45.2545 */ 
Following referral - rebinding*

* /* Mon Jul 18 2011 10:56:45.2622 */ 
Following referral - rebinding*

* /* Mon Jul 18 2011 10:56:45.2658 */ 
Following referral - rebinding*

* /* Mon Jul 18 2011 10:56:45.2661 */ 
Following referral - rebinding*

* /* Mon Jul 18 2011 10:56:45.2665 */ 
Following referral - rebinding*

 /* Mon Jul 18 2011 10:56:45.2775 */ 
ldap_simple_bind("CN=x,OU=INFR,OU=Usuarios,OU=x,OU=x,DC=x,DC=x",
hidden)

...

...

 /* Mon Jul 18 2011 10:56:45.3123
*/-VL  OK





AREA-LDAP-Bind-Password: 

AREA-LDAP-Bind-User: \x

AREA-LDAP-Port: 389

AREA-LDAP-Hostname: x

AREA-LDAP-Use-Groups: 0

AREA-LDAP-User-Base: DC=x,DC=x

AREA-LDAP-User-Filter: sAMAccountName=$\USER$

AREA-LDAP-UseSSL: F

AREA-LDAP-Chase-Referral: F



Thanks in advance,



Miguel

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