Re: SLA's

[Chowdhury, Tauf]

1st question: What version of SRM/SLM/ITSM/AR are you on?
I think you are talking about 2 separate things when you mention Global or 
"assignment group" SLAs. I would think that the SLA that you attach to the 
requestable service (SRD in SRM) should take into account the underpinning 
OLA's for your fulfillment requests (Incidents/Changes/Work Orders). So for 
example, if you have something that says an incident needs to be resolved 
within 4 hours, your user facing service request shouldn't be anything less 
than that. 
Not sure if that answered your question or muddied the water some more... 


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Koyb P. Liabt
Sent: Wed 8/10/2011 7:13 PM
To: arslist@ARSLIST.ORG
Subject: SRM:  SLA's
 
 
Hi, 
Can we have SLA's attached to a particular requestable  service 
Will the Global or Assignment group SLA"s  over  ride service SLA. 

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Re: Request Console vs. Direct Entry

[Chowdhury, Tauf]

Are you talking about the OOB requester console that comes with Service Desk or 
the Service Request Management module? Either way, there is some functionality 
lost such as being able to see the "Open tickets" table. It all depends on what 
the requirement is. If all your users want to do is enter a request and forget 
about it, then having a "direct entry form" as you call it should be fine. 
Anything else, go with the requester console. 
I guess the question is... why don't you want to use the OOB entry form and why 
do you want to use the direct entry form? 


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Kathy Morris
Sent: Wed 8/10/2011 5:43 PM
To: arslist@ARSLIST.ORG
Subject: SRM:  Request Console vs. Direct Entry
 
Hi,
 
If we enter the request via a direct entry form versus the request console, 
 what functionality do I lose?
 
Am I able to redirect surveys to the direct entry form or the work order  
form?
 
Thanks.
 
 
 
 

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SRM: SLA's

[Koyb P. Liabt]

 
Hi, 
Can we have SLA’s attached to a particular requestable  service 
Will the Global or Assignment group SLA”s  over  ride service SLA. 

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Remedy Developer Short Term Contract - Colorado Springs, CO

[Heather Harvey]

BPS is currently seeking a Remedy Application developer for our client
located at Schriever AFB, CO. This short term contract position is full
time for 160 hours.  

The successful candidate will implement a ITSM Remedy solution with
various modules, and will maintain and operate the application port
implementation to include:

*   Administer application data daily 
*   Process queries and reports as requested by users 
*   Check Remedy error logs on server to ensure all transactions are
processed correctly 
*   Ensure Remedy Applications are on the most current versions and
patched 
*   Develop and implement upgrade plans for Remedy Software updates
and patches.

Minimum Experience/Education Required:

*   The successful candidate will have a minimum of 4 years
experience in systems analysis and remedy application development
including ARS and the ITSM Suite which consists of Service Desk, Asset
Management, Change Management and Service Level Management, and a
Bachelors Degree in Computer Science or related field. 
*   Practical knowledge of System Administration mainly in an MS
windows environment is required. 
*   Candidate must possess good verbal and written communication
skills. 
*   Must be a team player and able to work in a team environment. 
*   Flexible work schedule is required. 
*   Security: Secret, or the ability to obtain.

Preferred Requirements:

*   5 or more years of experience - Unix and Windows 2000/2003/XP
skills (Shell scripting PERL, KSH, JavaScript, HTML, FTP, and Telnet
troubleshooting 
*   Experience with Structured Query Language (SQL), Knowledge of MS
SQL

EEO/M/F/D/V

Please contact me directly with any questions or send me a copy of your
resume if you are interested. Thank you!

 

Best Regards,

 

Heather Harvey

Technical Recruiter

Boecore Professional Solutions (BPS)

2 North Cascade Ave., Suite #650

Colorado Springs, CO 80903

719-623-1820 main

719-623-1825 fax

866-623-1820 toll free

heather.har...@bpshires.com  

www.BPSHires.com  

 

 
 

 

 

 

 

 


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SRM: Request Console vs. Direct Entry

[Kathy Morris]

Hi,
 
If we enter the request via a direct entry form versus the request console, 
 what functionality do I lose?
 
Am I able to redirect surveys to the direct entry form or the work order  
form?
 
Thanks.
 
 
 
 

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Re: java.lang.OutOfMemoryError: Java heap space.

[patchsk]

We have been using it with 3000 row limit without any crashes on user
facing servers.
On non-user facing server we set it upto 30,000 for reports etc...
Also there is a table chunk size -- we set it to 200 rows.


On Aug 10, 11:41 am, "Shetler, Cindy S" 
wrote:
> I think we ended setting ours to 1 rows as well and don't think we've had 
> any issues since.
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Ortega, Jesus A
> Sent: Wednesday, August 10, 2011 12:28 PM
> To: arsl...@arslist.org
> Subject: Re: java.lang.OutOfMemoryError: Java heap space.
>
> **
> I have been having this problem for two months and have a critical ticket 
> opened with BMC. We were on MT 7.5.3.  It took almost two months to talk to a 
> US based engineer and get the proper support. They had me do a number of 
> things:
> - Patch the mid-tier to 7.5.7,
> - Decrease perm size to 128 and max to 256 (I had it 256m -512m)
> - Turned on persistent caching, this caused some instability so I turned it 
> off
> -  set the following in Tomcat's configuration page under the Java options 
> tab: -XX:+HeapDumpOnOutOfMemoryError
> -  there was a setting in the mid-tier config.properties files that is set 
> incorrectly out of the box and has to do with ecache: 
> arsystem.ehcache.referenceMaxElementsInMemoryWeight.formFields=28.577. It 
> should be set to 8.577
>
> After all of this, we still had crashes every Monday and Wednesday mornings. 
> In the end, drum roll please, it was the AR Server Administration setting for 
> "Max Entries Returned by Getlist" in the Server Information\configuration 
> tab. It was set for 0, which would allow a user to do a search on the 
> mid-tier that would allow thousands of rows to be returned. It turned out 
> that some users would do a search on Asset Management and would request 2 
> - 6 rows and consume 450mb of heap space in Java. Since we are setting 
> our heap space to 1024 and our server runs at an average of 700mb, the 450mb 
> query would cause the java heap errors. I set maximum on Getlist to 1000 
> rows, but this caused AR System to start crashing. So, I bumped it up to 
> 1 rows and it seems to be working okay and Tomcat has not crashed in a 
> week. Check on the Max Entries Returned by Getlist and see if that helps. I 
> ask this to the other admins, what is the happy medium for Getlist that will 
> not cause AR System to crash? I am still going through trial and error, but 
> 1 rows seem to be a okay for now.
>
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Michele Mizell
> Sent: Monday, July 25, 2011 10:22 AM
> To: arsl...@arslist.org
> Subject: java.lang.OutOfMemoryError: Java heap space.
>
> All,
> We are intermittently receiving "java.lang.OutOfMemoryError: Java heap space" 
> in our midtier logs.
> We have 2 Load Balanced servers which are running Apache Tomcat 5.5.28 and 
> IIS 6.
> Our min and max memory pool for Java is set to 1024 per BMC's recommendation.
> These are dedicated servers :
> Windows 2003 Standard x64 Edition SP2
>
> Our heap memory is constantly maxed out.  Has anyone experienced this error 
> in your environment?  BMC support has not been helpful in determining the 
> cause and solution.
>
> Sincerely,
>
> Michele Mizell
>
> Application Maintenance
>
> Software Engineer 1
>
> JCPenney Co., Inc.
>
> Ext.11088
>
> mmi...@jcpenney.com
>
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> distribution or copying of this message including any attachments is strictly 
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> the intended recipient, please contact the sender and delete the material 
> from any computer.
>
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Atrium Core 7.6.04: Table View (Atrium Explorer) does not allow to add specific subclasses fields as columns in table.

[Alejandro Canon]

Hi Fellows



CMDB 7.6.04





When using Atrium Explorer and searching for CI's and adding them to a view 
(i.e  to Sandbox. view or BMC.ASSET view) you can see all CI's searched 
as a Topology view (which show all CI's instances and relationships between 
CI's related) or a Table view (List of instances as rows in a table). If you 
show CI's in Table view you'll see three columns (atributes) for each CI 
searched and present in view: ShortDescription, Name and ClassID.



If you need to show more attributes data (columns) for table you can select 
"Configure Columns" button in order to add or remove additional columns to 
table. Even you can download table data shown using "Create Report" option in 
order to generate a CSV file.

What I've noted is you can see only BASE ELEMENT attributes for adding them to 
Table View, but you can't add columns (attributes) related to specific 
attributes. I.e I was searching for Computer Systems using predefined query but 
I can't add "TotalPhysicalMemory" attribute to the table because it's not shown 
in columns able to add/remove.



Is that behavior OK? What happen if you need to show specific attributes from 
subclasses? Do I need to go to BMC:CORE_BMC_ forms in order to 
generate a CSV report with specific subclass data?



I though Atrium Explorer would be more user-friendly in this scenario 
[cid:image001.gif@01CC5782.CD108A40]



Regards,



Alejandro






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Re: Integrating with CTM:People vs. BMC_People

[strauss]

We load people from a Peoplesoft->LDAP->SQL Server source with AIE, pushing to 
a custom form, then to CTM:People, User, and CTM:PeoplePermissionGroups as well 
as User Preferences.  To get that working again on the 7.6.04.01 system 
(developed/used originally on ITSM 7.0) required that I overlay and disable all 
39 of the filters that load and maintain BMC_Person.  We will revisit them when 
we can control who they are injecting - less than 10,000 records for active 
employees versus 266,000.  OOTB, it wants to try to load them all.  In this 
version, you may be correct that what we want in Asset to User relationships 
can all be done without populating BMC_Person; it's on my "to-do list" to find 
out.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Wednesday, August 10, 2011 3:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Integrating with CTM:People vs. BMC_People

**
We are on ITSM 7.6 patch 1 so my answers on based on that.

I personally have found the BMC_Person class rather useless and a waste of time 
to maintain.  The reason is that most of the ITSM workflow fires on the 
AST:AssetPeople relationships.  In addition the related CIs on the CTM:People 
form will not show up when looking at the people record unless you go through 
AST:AssetPeople.

I heard rumors though that in later versions of remedy that there was a design 
to merge BMC_Person and CTM:People into one table.

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, August 02, 2011 3:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Integrating with CTM:People vs. BMC_People

** This isn't based on anything but educated guesses, so with that in mind let 
me see if I have the structure down:

In pre-7.6 versions, relationships between People and CIs were dealt with by 
querying the CTM:People form.  That was ok, but a case can be made for managing 
specific people (not necessarily all) in the CMDB.  So the 7.6 way we're 
talking about now is at least a transitional shift away from the standard 
people forms toward using the CMDB BMC_People form for setting relationships 
between CIs.  That makes a cleaner relational model as well as a more flexible 
one.  It also has the benefit of allowing customers who use a CMDB apart from 
ITSM the ability to easily do so without giving up the ability to track 
people/CI relationships.  Seems a sound strategy to me.

Thoughts?

Rick
On Tue, Aug 2, 2011 at 12:38 PM, strauss 
mailto:stra...@unt.edu>> wrote:
**
Does this filter pick or choose which CTM:People entries to populate into 
BMC_People?

I am about to re-develop my integration that takes LDAP data from a SQL Server 
and shoves it into CTM:People, User, and CTM:PeoplePermissionGroups and 
maintains those records with a live feed.  There are currently about 266,400 
people and user records, of which 336 are support staff (that generates about 
341,000 CTM:PPG recs).  When we upgraded to 7.6.04.01 we saw 475 records 
created in the BMC.CORE.BMC_Person table; three more have "appeared" since 
then.  We have made no effort to deal with these, having no experience with the 
CMDB or reconciliation.  After the upgrade we turned off all of the integration 
filters and AIE jobs, although RRR|Chive updates the individual tables from 
production nightly.

Personally, I can only see adding the IT staff initially, but it will probably 
be easiest to filter to the active faculty/staff records (14,170 recs including 
student employees - they have a custom role flag in CTM:People that is set by 
the integration).  Has anyone already tackled this, and able to shed some light 
on the process??

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy 
Morris
Sent: Tuesday, August 02, 2011 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Integrating with CTM:People vs. BMC_People

**
An OOB filter triggers off of CTM:People that creates/ updates BMC_PERSON just 
push to CTM:People and set 'z1d Action' to "PEOPLESYNC_CREATE" or 
"PEOPLESYNC_UPDATE". You will be able to see a new record create in BMC.Sandbox 
and the reconcile into your CMDB.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, 
Shawn
Sent: Tuesday, August 02, 2011 1:07 PM
To: arslist@ARSLIST.ORG
Subject: Integrating with CTM:People vs. BMC_People

**
Good afternoon,

As I'm upgrading from ITSM 7.0.3 to 7.6.4, one thing I'd like to do is continue 
to have my People data updated from Act

Re: Huge Number of Groups in Group form... is it a good idea???

[Mueller, Doug]

Vikram,

Now that I have let the 3 lac replies asking about lac pass  On to your
question!


We have a number of customers with large numbers of groups.  We have systems
with 100,000 groups on them.  As to performance

Correctly configured and used, there is no problem.  Incorrectly, and there are
big problems.


It is important that the vast majority (say 199,900 of 200,000 groups) are of
group type None.  This makes them groups that can be used to collect people and
be used for row level security, but are not used to assign View/Change rights
directly.

If you have 1000s or more of groups that have View/Change type, it is very much
of an impact in terms of computing group rights and in Dev Studio of having
massive lists of groups when you are trying to assign permissions to objects.

So, incorrectly configured (View/Change for every group) is a problem but
properly configured (None for almost all with just a few having View/Change
designations) it is fine.


The second area where there are issues is any area where you try and get a list
of groups.  If you do that in an uncontrolled way, you get a BIG return set
and it may be a signifiant performance issue.

For example, in the ITSM solution, there is a menu on Group fields on the forms
and if you have 100,000 groups, you get a menu with 100,000 entries -- a bit
of a challenge.  If you however use qualified menus or auto-completion and you
require at least 3 or 5 letters before trying to auto-complete, everything is
just fine.  (by the way, the ITSM solution is reworking to make sure the menu
of groups where there are lots of groups is not an issue in the future)

But either way here, there is no overall system performance issue, it is just a
response time issue trying to use that menu with many items.


So, build your groups right
And, build your menus (or any other access to a list of groups) right

and there is no problem with having a large number of groups.


I hope this is useful,

Doug Mueller 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikram
Sent: Tuesday, August 09, 2011 11:36 PM
To: arslist@ARSLIST.ORG
Subject: Huge Number of Groups in Group form... is it a good idea???

hi all,

Well we have a situation where we need to create about 2 lac groups in our 
group form each group having about 10 users. yes the number is huge but they 
are not concurrent users. 

The system we are talking about is a home grown system with 3 servers in server 
group with ARS 7.5 and remote oracle 10g on solaris with 20+ Gigs of Ram.

The 2 lac groups we need to create are nothing but customers companies and 
users in them are nothing but customer contacts. This activity is to be done so 
that we have a systematic access control in place. In a nut shell every 
customer is an independent entity and cannot see tickets and other details from 
other companies.

Yes this sounds like ITSM multitenancy but just that we dont have ITSM 
installed as its complete customized system.

So the thing we are worried about is the performance of the system if we create 
about 2 lac groups in the groups form. Whats the worst thing and not so worst 
thing that I can expect.

Or if anyone of you experts can suggest a new way for the same will be 
appreciated?

Thanks in advance,
Vikram

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Re: Integrating with CTM:People vs. BMC_People

[Garrison, Sean (Norcross)]

We are on ITSM 7.6 patch 1 so my answers on based on that.

I personally have found the BMC_Person class rather useless and a waste of time 
to maintain.  The reason is that most of the ITSM workflow fires on the 
AST:AssetPeople relationships.  In addition the related CIs on the CTM:People 
form will not show up when looking at the people record unless you go through 
AST:AssetPeople.

I heard rumors though that in later versions of remedy that there was a design 
to merge BMC_Person and CTM:People into one table.

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, August 02, 2011 3:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Integrating with CTM:People vs. BMC_People

** This isn't based on anything but educated guesses, so with that in mind let 
me see if I have the structure down:

In pre-7.6 versions, relationships between People and CIs were dealt with by 
querying the CTM:People form.  That was ok, but a case can be made for managing 
specific people (not necessarily all) in the CMDB.  So the 7.6 way we're 
talking about now is at least a transitional shift away from the standard 
people forms toward using the CMDB BMC_People form for setting relationships 
between CIs.  That makes a cleaner relational model as well as a more flexible 
one.  It also has the benefit of allowing customers who use a CMDB apart from 
ITSM the ability to easily do so without giving up the ability to track 
people/CI relationships.  Seems a sound strategy to me.

Thoughts?

Rick
On Tue, Aug 2, 2011 at 12:38 PM, strauss 
mailto:stra...@unt.edu>> wrote:
**
Does this filter pick or choose which CTM:People entries to populate into 
BMC_People?

I am about to re-develop my integration that takes LDAP data from a SQL Server 
and shoves it into CTM:People, User, and CTM:PeoplePermissionGroups and 
maintains those records with a live feed.  There are currently about 266,400 
people and user records, of which 336 are support staff (that generates about 
341,000 CTM:PPG recs).  When we upgraded to 7.6.04.01 we saw 475 records 
created in the BMC.CORE.BMC_Person table; three more have "appeared" since 
then.  We have made no effort to deal with these, having no experience with the 
CMDB or reconciliation.  After the upgrade we turned off all of the integration 
filters and AIE jobs, although RRR|Chive updates the individual tables from 
production nightly.

Personally, I can only see adding the IT staff initially, but it will probably 
be easiest to filter to the active faculty/staff records (14,170 recs including 
student employees - they have a custom role flag in CTM:People that is set by 
the integration).  Has anyone already tackled this, and able to shed some light 
on the process??

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy 
Morris
Sent: Tuesday, August 02, 2011 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Integrating with CTM:People vs. BMC_People

**
An OOB filter triggers off of CTM:People that creates/ updates BMC_PERSON just 
push to CTM:People and set 'z1d Action' to "PEOPLESYNC_CREATE" or 
"PEOPLESYNC_UPDATE". You will be able to see a new record create in BMC.Sandbox 
and the reconcile into your CMDB.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, 
Shawn
Sent: Tuesday, August 02, 2011 1:07 PM
To: arslist@ARSLIST.ORG
Subject: Integrating with CTM:People vs. BMC_People

**
Good afternoon,

As I'm upgrading from ITSM 7.0.3 to 7.6.4, one thing I'd like to do is continue 
to have my People data updated from Active Directory.  For 7.0.3, I built an 
integration where some escalations run and dump the People data into a staging 
form that then goes into CTM:People.  However, now that I have the BMC_People 
class in the CMDB, I'm considering if it would be better to put the data there 
instead, and use that to update the People data.

I'd like to know what your thoughts are on this.  It's obviously easier for me 
to take my pre-existing code and migrate it to my 7.6.4 servers, but if there 
is an advantage to loading it into BMC_People first, I'm open to going that 
route instead.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union
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"HPD:INC:ResetKickbackCount" Escalation question .... out of the box escalation seems to be updating every incident older than 31 days

[Garrison, Sean (Norcross)]

Verson Info:
ARS 7.5 running on Oracle 10g

ITSM 7.6 patch 1

Problem:

There is a escalation called HPD:INC:ResetKickbackCount that has a 
qualification:

'Closed Date' < ($TIMESTAMP$ - 2678400)

I.e.  - if the closed date is less than 31 days from the current timestamp 

(only runs at the 1st of every month)

That is resetting something called a "Kickback_Count" and setting the field z1D 
Action to "RESETKICKBACK" on every incident closed longer than the past month.  
This is out of the box workflow which is basically updating every single 
incident in remedy older than 31 days at the first of every month.  Does anyone 
know what this is for?  And it would seem logical to me not to update any 
incident that is closed ... or if anything change the qualification to only 
process records between 31 and 62 days?

Anyone seen this before and have a recommendation?

Thanks,

Sean



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Re: Huge Number of Groups in Group form... is it a good idea???

[Meyer, Jennifer L]

Scope creep warning!

Jennifer Meyer
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Satya Gandhi
Sent: Wednesday, August 10, 2011 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Huge Number of Groups in Group form... is it a good idea???

**

Hi,

Do the needful -  the issue with doing the needful is that, what is required or 
the 'needful' is left unspecified or vaguely specified at the best

Satya
On 10 Aug 2011 20:27, "Axton" 
mailto:axton.gr...@gmail.com>> wrote:
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Re: Huge Number of Groups in Group form... is it a good idea???

[Satya Gandhi]

Hi,

Do the needful -  the issue with doing the needful is that, what is required
or the 'needful' is left unspecified or vaguely specified at the best

Satya
On 10 Aug 2011 20:27, "Axton"  wrote:

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Re: Huge Number of Groups in Group form... is it a good idea???

[Axton]

In India the comma grouping is different:

thousand 1,000
lac 1,00,000
crore 1,00,00,000

So 1 lac rupees is around 2,200 USD.

It's good to know if you are shopping for expensive things or reading the
news over there.

Axton

On Wed, Aug 10, 2011 at 3:16 PM, Ben Chernys <
ben.cher...@softwaretoolhouse.com> wrote:

> **
>
> Ruediger
>
> ** **
>
> “lac” in India means 10  (100k).  Picked it up whilst working in
> Bangalore!  Along with “I have a doubt” and “doing the needful”
>
> ** **
>
> Cheers
>
> Ben
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rüdiger Tams
> *Sent:* August-10-11 01:02
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Huge Number of Groups in Group form... is it a good idea???
> 
>
> ** **
>
> ** 
>
> Hi Vikram,
>
> what do you mean with "2 lac"?
>
> Regards
> Rüdiger
>
> --
>
> *Von:* Vikram 
> *An:* arslist@ARSLIST.ORG
> *Gesendet:* 8:35 Mittwoch, 10.August 2011
> *Betreff:* Huge Number of Groups in Group form... is it a good idea???
>
> hi all,
>
> Well we have a situation where we need to create about 2 lac groups in our
> group form each group having about 10 users. yes the number is huge but they
> are not concurrent users.
>
> The system we are talking about is a home grown system with 3 servers in
> server group with ARS 7.5 and remote oracle 10g on solaris with 20+ Gigs of
> Ram.
>
> The 2 lac groups we need to create are nothing but customers companies and
> users in them are nothing but customer contacts. This activity is to be done
> so that we have a systematic access control in place. In a nut shell every
> customer is an independent entity and cannot see tickets and other details
> from other companies.
>
> Yes this sounds like ITSM multitenancy but just that we dont have ITSM
> installed as its complete customized system.
>
> So the thing we are worried about is the performance of the system if we
> create about 2 lac groups in the groups form. Whats the worst thing and not
> so worst thing that I can expect.
>
> Or if anyone of you experts can suggest a new way for the same will be
> appreciated?
>
> Thanks in advance,
> Vikram
>
>
> ___
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> 
>
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Re: Huge Number of Groups in Group form... is it a good idea???

[Ben Chernys]

Ruediger

 

“lac” in India means 10  (100k).  Picked it up whilst working in
Bangalore!  Along with “I have a doubt” and “doing the needful”

 

Cheers

Ben

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rüdiger Tams
Sent: August-10-11 01:02
To: arslist@ARSLIST.ORG
Subject: Re: Huge Number of Groups in Group form... is it a good idea???

 

** 

Hi Vikram,

what do you mean with "2 lac"?

Regards
Rüdiger


  _  


Von: Vikram 
An: arslist@ARSLIST.ORG
Gesendet: 8:35 Mittwoch, 10.August 2011 
Betreff: Huge Number of Groups in Group form... is it a good idea???

hi all,

Well we have a situation where we need to create about 2 lac groups in our
group form each group having about 10 users. yes the number is huge but they
are not concurrent users. 

The system we are talking about is a home grown system with 3 servers in
server group with ARS 7.5 and remote oracle 10g on solaris with 20+ Gigs of
Ram.

The 2 lac groups we need to create are nothing but customers companies and
users in them are nothing but customer contacts. This activity is to be done
so that we have a systematic access control in place. In a nut shell every
customer is an independent entity and cannot see tickets and other details
from other companies.

Yes this sounds like ITSM multitenancy but just that we dont have ITSM
installed as its complete customized system.

So the thing we are worried about is the performance of the system if we
create about 2 lac groups in the groups form. Whats the worst thing and not
so worst thing that I can expect.

Or if anyone of you experts can suggest a new way for the same will be
appreciated?

Thanks in advance,
Vikram


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Re: Separation of Admin and Development Duties

[Warren R. Baltimore II]

Yeah...but you work for Campbell!

:-)

On Fri, Aug 5, 2011 at 5:25 PM, patrick zandi  wrote:

> ** Huh !  I must be getting ripped, I have always been told by my boss, see
> that chair? "Yes sir" ... It Swivels..
>
>
> On Fri, Aug 5, 2011 at 5:08 PM, Jonas Stumph Stevnsvig <
> arsl...@stevnsvig.com> wrote:
>
>> **
>> My previous place of employment had similar protocols. To ensure quality,
>> We had four environments:
>> Development, which is the ONLY environment on which the Devs have admin
>> rights.
>> Test, which is in theory the Admin's olayground - a place to test patches,
>> and so on, so that the Admin does not obstruct the DEVs work.
>> Pre-Production, which was used for End-user accept testing before
>> production.
>> and of course, Production.
>>
>> Besides this, we used object reservation on all servers, with system forms
>> locked by a per-server account, to prevent accidental modification (we had a
>> strict policy of not altering system forms).
>> The different tiers also means that basic things such as user privileges
>> and server configuration changes are well described, since the Devs are
>> forced to test on environments where they have no admin rights.
>>
>> We had one further modification; all the Admin forms the Devs would need
>> access to in order to troubleshoot were given an extra permission group,
>> which the Devs would get on their PRod user.
>>
>> Hope this is inspiration.
>>
>> best regards,
>>
>> Jonas Stevnsvig
>>
>> Den 05-08-2011 21:31, Arner, Todd skrev:
>>
>> **
>>
>> We have been given a directive to separate the Remedy Development and
>> Administrative functions.  Basically, we have been instructed to come up
>> with a way to ensure that no one person can make development changes and
>> also be able to set up users accounts.  We currently split the roles between
>> two groups so that no one person is doing both, however, since the
>> developers and admins have Administrator privileges, there is nothing
>> stopping either from performing all functions.
>>
>> Does anyone else out there have a similar requirement?  If so, can you
>> share your solution?
>>
>> I am just not seeing a way to do this.  Or maybe I just don't want to see
>> the way. :)  Seems to me both rolls need to have Administrator privileges to
>> complete their tasks.
>>
>> Any insight is greatly appreciated.
>>
>> ARS 7.5 p7
>> MS SQL 2005
>> Windows 2003 SP2
>>
>> Thanks,
>> Todd Arner
>> Great Lakes
>>
>> 
>> The information contained in this communication may be confidential, is 
>> intended
>> only for the use of the recipient(s) named above, and may be legally
>> privileged.  If the reader of this message is not the intended recipient, you
>> are hereby notified that any dissemination, distribution, or copying of this
>> communication, or any of its contents, is strictly prohibited.  If you have
>> received this communication in error, please notify the sender immediately 
>> and
>> destroy or delete the original message and any copy of it from your computer
>> system.  If you have any questions concerning this message, please contact 
>> the
>> sender.
>> 
>>
>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>>
>>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
>
>
> --
> Patrick Zandi
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>



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

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How do I opening a different view of a form?

[John . Atherly]

I created a new view for admins only but I can not get the client to open 
the new view.  I followed the help document in Developer Studio.   I 
trying this on  the HPD:Help Desk form  and I copied the Default view. 
Developer Studio named it NewDefault User View.  I rename the new view 
minus the word New and added the extension _Admin to the end.(Default 
User View_Admin)   The only other thing I changed was the Menu Access to 
allow Modify All.This way an admin can enter _Admin in the Open Window 
View Extension field in user preferences and he or she will redirected to 
the new view. 


>From Developer Studio Help 

Allowing users to select a view based on preferences 
You can create an alternate view of an existing view that can dynamically 
open at runtime for specific users. The user controls the view selection 
by setting the Open Window View Extension field in the user preferences. 
The alternate view must start with the same prefix as an existing view. 

For example, if an existing view has the label Inventory, an alternate 
view can have the label Inventory_Large Font. Select Inventory in the Form 
View field of the active link, and instruct users to specify _Large Font 
in the Open Window View Extension field in user preferences. 



_
 


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: ODBC and 64 Bit Applications

[Kemes, Lisa]

How about this, is there an ODBC driver out there for 64 bit applications 
today?  Anything we can do to get around this?

Lisa

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa
Sent: Wednesday, August 10, 2011 11:43 AM
To: arslist@ARSLIST.ORG
Subject: ODBC and 64 Bit Applications

**
We installed the WUT (7.5 p4) on a Windows 2003 64 bit server.  I created a 
system and user DSN using the AR ODBC driver.  Received the below error in 
QlikView.  Does this confirm that we will not be able to use this 32-bit ODBC 
driver since the Qlikview application is a 64-bit application?

Connection Test Failed
SQL##f - SqlState: IM014, ErrorCode: 0, ErrorMsg: [Microsoft][ODBC Driver 
Manager] The specified DSN contains an architecture mismatch between the Driver 
and Application

Does anyone have any experience with getting to the AR System tables with 
QlikView?

Thanks!


Lisa Kemes
AR System Developer
TE Information Systems
Global Infrastructure and Ops
+01 717 810 2408 tel
+01 717 602 9460 mobile
lisa.ke...@te.com
MS 161-43
P.O. Box 3608
Harrisburg, PA 17105-3608

[cid:image001.gif@01CC576A.6EA37DE0]
www.te.com

[cid:image002.png@01CC576A.6EA37DE0][cid:image003.png@01CC576A.6EA37DE0][cid:image004.png@01CC576A.6EA37DE0][cid:image005.png@01CC576A.6EA37DE0][cid:image006.png@01CC576A.6EA37DE0]

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<><><><><><>

Re: java.lang.OutOfMemoryError: Java heap space.

[Andrew C Goodall]

FYI - be careful on setting a max on getlist on the server on which
escalations run. If you have escalations that need to fetch many records
then they could be impacted by this setting.

As a result we set Getlist max to 2000 on forward facing AR servers
(only servers lists on Load Balancer that users can interact with), and
set it to unlimited (0) on the backend/admin AR server (primary for sub
system process in AR server group ranking)

 

Regards,

 

Andrew Goodall

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



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A
Sent: Wednesday, August 10, 2011 1:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: java.lang.OutOfMemoryError: Java heap space.

 

Did you have any problems with AR system when you were changing the
getlist settings?

 



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shetler, Cindy S
Sent: Wednesday, August 10, 2011 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: java.lang.OutOfMemoryError: Java heap space.

 

I think we ended setting ours to 1 rows as well and don't think
we've had any issues since.

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112 Field & New Group 7.6.4

[Pargeter, Christie :CO IS]

Hi All - I have created a new Group.  What do I have to do to get the
MidTier client to see this new group in the 112 field?  I have flushed
the cache, logged out, and waited about 20 mins.
 



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

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Re: java.lang.OutOfMemoryError: Java heap space.

[Ortega, Jesus A]

Did you have any problems with AR system when you were changing the getlist 
settings?


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shetler, Cindy S
Sent: Wednesday, August 10, 2011 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: java.lang.OutOfMemoryError: Java heap space.

I think we ended setting ours to 1 rows as well and don't think we've had 
any issues since.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A
Sent: Wednesday, August 10, 2011 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: java.lang.OutOfMemoryError: Java heap space.

**
I have been having this problem for two months and have a critical ticket 
opened with BMC. We were on MT 7.5.3.  It took almost two months to talk to a 
US based engineer and get the proper support. They had me do a number of things:
- Patch the mid-tier to 7.5.7,
- Decrease perm size to 128 and max to 256 (I had it 256m -512m)
- Turned on persistent caching, this caused some instability so I turned it off
-  set the following in Tomcat's configuration page under the Java options tab: 
-XX:+HeapDumpOnOutOfMemoryError
-  there was a setting in the mid-tier config.properties files that is set 
incorrectly out of the box and has to do with ecache: 
arsystem.ehcache.referenceMaxElementsInMemoryWeight.formFields=28.577. It 
should be set to 8.577

After all of this, we still had crashes every Monday and Wednesday mornings. In 
the end, drum roll please, it was the AR Server Administration setting for "Max 
Entries Returned by Getlist" in the Server Information\configuration tab. It 
was set for 0, which would allow a user to do a search on the mid-tier that 
would allow thousands of rows to be returned. It turned out that some users 
would do a search on Asset Management and would request 2 - 6 rows and 
consume 450mb of heap space in Java. Since we are setting our heap space to 
1024 and our server runs at an average of 700mb, the 450mb query would cause 
the java heap errors. I set maximum on Getlist to 1000 rows, but this caused AR 
System to start crashing. So, I bumped it up to 1 rows and it seems to be 
working okay and Tomcat has not crashed in a week. Check on the Max Entries 
Returned by Getlist and see if that helps. I ask this to the other admins, what 
is the happy medium for Getlist that will not cause AR System to crash? I am 
still going through trial and error, but 1 rows seem to be a okay for now.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Michele Mizell
Sent: Monday, July 25, 2011 10:22 AM
To: arslist@ARSLIST.ORG
Subject: java.lang.OutOfMemoryError: Java heap space.

All,
We are intermittently receiving "java.lang.OutOfMemoryError: Java heap space" 
in our midtier logs.
We have 2 Load Balanced servers which are running Apache Tomcat 5.5.28 and IIS 
6.
Our min and max memory pool for Java is set to 1024 per BMC's recommendation.
These are dedicated servers :
Windows 2003 Standard x64 Edition SP2

Our heap memory is constantly maxed out.  Has anyone experienced this error in 
your environment?  BMC support has not been helpful in determining the cause 
and solution.




Sincerely,



Michele Mizell

Application Maintenance

Software Engineer 1

JCPenney Co., Inc.

Ext.11088

mmi...@jcpenney.com


The information transmitted is intended only for the person or entity to which 
it is addressed and
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Re: Plain text/Html text

[S Test]

Thank you so much. I will give it try. Appreciate your quick response. 
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Re: java.lang.OutOfMemoryError: Java heap space.

[Larry Barnes]

WOW!!!
 
I have been dealing with this same issue for several weeks now the
solution you found fixed my problem as well!
I had to set this value to 10,000 as well.
 
 
Thanks Jesus & Cindy.



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shetler, Cindy S
Sent: Wednesday, August 10, 2011 9:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: java.lang.OutOfMemoryError: Java heap space.


** 

I think we ended setting ours to 1 rows as well and don't think
we've had any issues since.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A
Sent: Wednesday, August 10, 2011 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: java.lang.OutOfMemoryError: Java heap space.

 

** 

I have been having this problem for two months and have a critical
ticket opened with BMC. We were on MT 7.5.3.  It took almost two months
to talk to a US based engineer and get the proper support. They had me
do a number of things:

- Patch the mid-tier to 7.5.7,  

- Decrease perm size to 128 and max to 256 (I had it 256m -512m)

- Turned on persistent caching, this caused some instability so I turned
it off

-  set the following in Tomcat's configuration page under the Java
options tab: -XX:+HeapDumpOnOutOfMemoryError

-  there was a setting in the mid-tier config.properties files that is
set incorrectly out of the box and has to do with ecache:
arsystem.ehcache.referenceMaxElementsInMemoryWeight.formFields=28.577.
It should be set to 8.577

 

After all of this, we still had crashes every Monday and Wednesday
mornings. In the end, drum roll please, it was the AR Server
Administration setting for "Max Entries Returned by Getlist" in the
Server Information\configuration tab. It was set for 0, which would
allow a user to do a search on the mid-tier that would allow thousands
of rows to be returned. It turned out that some users would do a search
on Asset Management and would request 2 - 6 rows and consume
450mb of heap space in Java. Since we are setting our heap space to 1024
and our server runs at an average of 700mb, the 450mb query would cause
the java heap errors. I set maximum on Getlist to 1000 rows, but this
caused AR System to start crashing. So, I bumped it up to 1 rows and
it seems to be working okay and Tomcat has not crashed in a week. Check
on the Max Entries Returned by Getlist and see if that helps. I ask this
to the other admins, what is the happy medium for Getlist that will not
cause AR System to crash? I am still going through trial and error, but
1 rows seem to be a okay for now. 

 

 



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Michele Mizell
Sent: Monday, July 25, 2011 10:22 AM
To: arslist@ARSLIST.ORG
Subject: java.lang.OutOfMemoryError: Java heap space.

 

All,

We are intermittently receiving "java.lang.OutOfMemoryError: Java heap
space" in our midtier logs.

We have 2 Load Balanced servers which are running Apache Tomcat 5.5.28
and IIS 6.  

Our min and max memory pool for Java is set to 1024 per BMC's
recommendation.

These are dedicated servers :

Windows 2003 Standard x64 Edition SP2

 

Our heap memory is constantly maxed out.  Has anyone experienced this
error in your environment?  BMC support has not been helpful in
determining the cause and solution.

 

 

 

Sincerely,

 

Michele Mizell

Application Maintenance

Software Engineer 1

JCPenney Co., Inc.

Ext.11088

mmi...@jcpenney.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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Mid-Level Remedy Consultant - Windward IT Solutions - Herndon, VA - Travel Required

[Smith, Beverly]

Good afternoon All -
Windward is in search of a full time Mid-Level Remedy Consultant, this is a 
fulltime opportunity working in support of various contracts with our federal 
government as well as commercial clients.  We are willing to sponsor the right 
candidate for a DoD Secret level clearance.  This person will be based out of 
our headquarters located in Herndon, VA and travel would be required and 
covered by the company as needed.
This is a direct hire position, if you are interested please feel free to 
contact me at anytime to discuss your qualifications, availability and salary 
requirements.

Windward IT Solutions, founded in 1997, is at the forefront of Business 
Technology Management (BTM) and is a trusted partner of Communication Service 
Providers, the Federal government, and global Fortune 1000 corporations that 
run the most sensitive and mission-critical IT environments in the world. With 
strategic consulting, unparalleled technical expertise and our proven Windward 
BTM RoadMap, we help our clients align the core competencies of process, 
organization, information, and technology to effectively address business 
priorities. Windward offers a proven set of technology-independent solutions 
focused on the three core disciplines of Business Technology Management - IT 
Service Management, IT Infrastructure Management, and IT Operations Management 
- to help our clients plan and deliver high-impact IT services.
Only Windward has deep and vendor-agnostic expertise across all three 
disciplines of Business Technology Management - IT operations management, IT 
infrastructure management, and IT service management - to help our clients 
master the complexities of aligning process, technology, organization, and 
information to meet business/mission goals.
Since we began in 1997, Windward brings a solid track record in helping clients 
align IT operations with real business priorities. We are trusted by the 
world's foremost businesses and high-profile military and Federal agencies to 
deliver straightforward guidance, deep operational and process knowledge, and 
unbiased, product-agnostic approaches to IT operational excellence.
Position Summary
As a result of our continued success we are currently seeking to add to our 
team a mid-Level BMC Remedy consultant will have the ability to take detailed 
customer requirements and implement those requirements on ITSM 7.6.x+ systems 
with some direction or guidance.  The consultant would also have the ability to 
lend technical assistance during the analysis, design and implementation of BMC 
Remedy Service Management applications, for large Federal, enterprise and 
service provider clients. The candidate must have experience and knowledge in 
deploying core functionality in an out of box ITSM system; this includes the 
ability to install the system on at least one server platform and one database. 
 The characteristics of this position include: a working command of technology 
and architectural concepts; the ability to perform an analysis of client 
processes; ability to document and develop workflows for system functionality 
and customization. The successful candidate will work as part of a team on 
client engagements with some direct supervision.
Position Requirements

 *   Must have development experience with BMC Remedy version 7.5+ AR System
 *   Able to provide application support for the configuration, customization, 
and administration of the ITSM Remedy 7.5+ application in close coordination 
with the customer staff
 *   Must have a good working knowledge of Service Desk processes (incident and 
problem management)
 *   Familiarity and experience with other BMC tools, such as CLM, 
ProactiveNet, Atrium Orchestrator, or BladeLogic highly desired
 *   Experience working with BMC Atrium CMDB is preferred, as well as an 
understanding of Definitive Software Library and its function within the CMDB 
desired.
 *   Familiarity with BMC and non-BMC automation platforms (CA ITPAM, BMC 
Atrium Orchestrator, Microsoft System Center Orchestrator) highly desired
 *   Must have BMC Remedy IT Service Management Suite experience on two of the 
ITSM modules, such as:
*   BMC Remedy Service Desk
*   BMC Remedy Asset Management
*   BMC Remedy Change Management
*   BMC Remedy Service Level Management
*   BMC Service Management
 *   Experience and a good working knowledge of the UNIX/Linux operating system 
is a plus
 *   Experience with Java and XML is a plus
 *   Familiarity with network/application operation and definition within the 
OSI model including IP, TCP, UDP and ICMP
 *   Work with client management and staff to integrate the client's business 
objectives, current technical infrastructure and state of the art technologies 
into enterprise-wide solutions.
 *   Design and/or assess operational processes for effective enterprise wide 
network and systems technology management.
 *   Ability to obtain DoD Secret Clearance or above requi

Re: Separation of Admin and Development Duties

[Axton]

There is no way to effectively enforce this.  It's like asking people to not
do what they shouldn't and that be the end of the discussion.  It just
doesn't work.

Axton

On Wed, Aug 10, 2011 at 12:45 PM, sriram pm  wrote:

> ** Hi,
>
> I would simply suggest restrict remedy administrators to have only the
> Client(Remeyd 7.5 User Tool) Installed and not the Admin Tool(Developer
> Studio or Administrator Tool) and of course for the Developers to have both
> Admin and User tool installed.
>
> Thank you,
> Sriram
>
>
>
>
> On Sat, Aug 6, 2011 at 3:31 AM, Arner, Todd  wrote:
>
>> ** **
>>
>> We have been given a directive to separate the Remedy Development and
>> Administrative functions.  Basically, we have been instructed to come up
>> with a way to ensure that no one person can make development changes and
>> also be able to set up users accounts.  We currently split the roles between
>> two groups so that no one person is doing both, however, since the
>> developers and admins have Administrator privileges, there is nothing
>> stopping either from performing all functions.
>>
>> Does anyone else out there have a similar requirement?  If so, can you
>> share your solution?
>>
>> I am just not seeing a way to do this.  Or maybe I just don't want to see
>> the way. :)  Seems to me both rolls need to have Administrator privileges to
>> complete their tasks.
>>
>> Any insight is greatly appreciated.
>>
>> ARS 7.5 p7
>> MS SQL 2005
>> Windows 2003 SP2
>>
>> Thanks,
>> Todd Arner
>> Great Lakes
>>
>> 
>> The information contained in this communication may be confidential, is 
>> intended
>> only for the use of the recipient(s) named above, and may be legally
>> privileged.  If the reader of this message is not the intended recipient, you
>> are hereby notified that any dissemination, distribution, or copying of this
>> communication, or any of its contents, is strictly prohibited.  If you have
>> received this communication in error, please notify the sender immediately 
>> and
>> destroy or delete the original message and any copy of it from your computer
>> system.  If you have any questions concerning this message, please contact 
>> the
>> sender.
>> 
>>
>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Opening a different view

[John . Atherly]

I created a new view for admins only but I can not get the client to open 
the new view.  I followed the help document in Developer Studio.   I 
trying this on  the HPD:Help Desk form  and I copied the Default view. 
Developer Studio named it NewDefault User View.  I rename the new view 
minus the word New and added the extension _Admin to the end.(Default 
User View_Admin)   The only other thing I changed was the Menu Access to 
allow Modify All.This way an admin can enter _Admin in the Open Window 
View Extension field in user preferences and he or she will redirected to 
the new view. 


>From Developer Studio Help

Allowing users to select a view based on preferences 
You can create an alternate view of an existing view that can dynamically 
open at runtime for specific users. The user controls the view selection 
by setting the Open Window View Extension field in the user preferences. 
The alternate view must start with the same prefix as an existing view. 

For example, if an existing view has the label Inventory, an alternate 
view can have the label Inventory_Large Font. Select Inventory in the Form 
View field of the active link, and instruct users to specify _Large Font 
in the Open Window View Extension field in user preferences. 



_
 


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: java.lang.OutOfMemoryError: Java heap space.

[Shetler, Cindy S]

I think we ended setting ours to 1 rows as well and don't think we've had 
any issues since.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A
Sent: Wednesday, August 10, 2011 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: java.lang.OutOfMemoryError: Java heap space.

**
I have been having this problem for two months and have a critical ticket 
opened with BMC. We were on MT 7.5.3.  It took almost two months to talk to a 
US based engineer and get the proper support. They had me do a number of things:
- Patch the mid-tier to 7.5.7,
- Decrease perm size to 128 and max to 256 (I had it 256m -512m)
- Turned on persistent caching, this caused some instability so I turned it off
-  set the following in Tomcat's configuration page under the Java options tab: 
-XX:+HeapDumpOnOutOfMemoryError
-  there was a setting in the mid-tier config.properties files that is set 
incorrectly out of the box and has to do with ecache: 
arsystem.ehcache.referenceMaxElementsInMemoryWeight.formFields=28.577. It 
should be set to 8.577

After all of this, we still had crashes every Monday and Wednesday mornings. In 
the end, drum roll please, it was the AR Server Administration setting for "Max 
Entries Returned by Getlist" in the Server Information\configuration tab. It 
was set for 0, which would allow a user to do a search on the mid-tier that 
would allow thousands of rows to be returned. It turned out that some users 
would do a search on Asset Management and would request 2 - 6 rows and 
consume 450mb of heap space in Java. Since we are setting our heap space to 
1024 and our server runs at an average of 700mb, the 450mb query would cause 
the java heap errors. I set maximum on Getlist to 1000 rows, but this caused AR 
System to start crashing. So, I bumped it up to 1 rows and it seems to be 
working okay and Tomcat has not crashed in a week. Check on the Max Entries 
Returned by Getlist and see if that helps. I ask this to the other admins, what 
is the happy medium for Getlist that will not cause AR System to crash? I am 
still going through trial and error, but 1 rows seem to be a okay for now.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Michele Mizell
Sent: Monday, July 25, 2011 10:22 AM
To: arslist@ARSLIST.ORG
Subject: java.lang.OutOfMemoryError: Java heap space.

All,
We are intermittently receiving "java.lang.OutOfMemoryError: Java heap space" 
in our midtier logs.
We have 2 Load Balanced servers which are running Apache Tomcat 5.5.28 and IIS 
6.
Our min and max memory pool for Java is set to 1024 per BMC's recommendation.
These are dedicated servers :
Windows 2003 Standard x64 Edition SP2

Our heap memory is constantly maxed out.  Has anyone experienced this error in 
your environment?  BMC support has not been helpful in determining the cause 
and solution.




Sincerely,



Michele Mizell

Application Maintenance

Software Engineer 1

JCPenney Co., Inc.

Ext.11088

mmi...@jcpenney.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.



Information contained in this email is subject to the disclaimer found by 
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Re: Separation of Admin and Development Duties

[sriram pm]

Hi,

I would simply suggest restrict remedy administrators to have only the
Client(Remeyd 7.5 User Tool) Installed and not the Admin Tool(Developer
Studio or Administrator Tool) and of course for the Developers to have both
Admin and User tool installed.

Thank you,
Sriram



On Sat, Aug 6, 2011 at 3:31 AM, Arner, Todd  wrote:

> ** **
>
> We have been given a directive to separate the Remedy Development and
> Administrative functions.  Basically, we have been instructed to come up
> with a way to ensure that no one person can make development changes and
> also be able to set up users accounts.  We currently split the roles between
> two groups so that no one person is doing both, however, since the
> developers and admins have Administrator privileges, there is nothing
> stopping either from performing all functions.
>
> Does anyone else out there have a similar requirement?  If so, can you
> share your solution?
>
> I am just not seeing a way to do this.  Or maybe I just don't want to see
> the way. :)  Seems to me both rolls need to have Administrator privileges to
> complete their tasks.
>
> Any insight is greatly appreciated.
>
> ARS 7.5 p7
> MS SQL 2005
> Windows 2003 SP2
>
> Thanks,
> Todd Arner
> Great Lakes
>
> 
> The information contained in this communication may be confidential, is 
> intended
> only for the use of the recipient(s) named above, and may be legally
> privileged.  If the reader of this message is not the intended recipient, you
> are hereby notified that any dissemination, distribution, or copying of this
> communication, or any of its contents, is strictly prohibited.  If you have
> received this communication in error, please notify the sender immediately and
> destroy or delete the original message and any copy of it from your computer
> system.  If you have any questions concerning this message, please contact the
> sender.
> 
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: java.lang.OutOfMemoryError: Java heap space.

[Ortega, Jesus A]

I have been having this problem for two months and have a critical ticket 
opened with BMC. We were on MT 7.5.3.  It took almost two months to talk to a 
US based engineer and get the proper support. They had me do a number of things:
- Patch the mid-tier to 7.5.7,
- Decrease perm size to 128 and max to 256 (I had it 256m -512m)
- Turned on persistent caching, this caused some instability so I turned it off
-  set the following in Tomcat's configuration page under the Java options tab: 
-XX:+HeapDumpOnOutOfMemoryError
-  there was a setting in the mid-tier config.properties files that is set 
incorrectly out of the box and has to do with ecache: 
arsystem.ehcache.referenceMaxElementsInMemoryWeight.formFields=28.577. It 
should be set to 8.577

After all of this, we still had crashes every Monday and Wednesday mornings. In 
the end, drum roll please, it was the AR Server Administration setting for "Max 
Entries Returned by Getlist" in the Server Information\configuration tab. It 
was set for 0, which would allow a user to do a search on the mid-tier that 
would allow thousands of rows to be returned. It turned out that some users 
would do a search on Asset Management and would request 2 - 6 rows and 
consume 450mb of heap space in Java. Since we are setting our heap space to 
1024 and our server runs at an average of 700mb, the 450mb query would cause 
the java heap errors. I set maximum on Getlist to 1000 rows, but this caused AR 
System to start crashing. So, I bumped it up to 1 rows and it seems to be 
working okay and Tomcat has not crashed in a week. Check on the Max Entries 
Returned by Getlist and see if that helps. I ask this to the other admins, what 
is the happy medium for Getlist that will not cause AR System to crash? I am 
still going through trial and error, but 1 rows seem to be a okay for now.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Michele Mizell
Sent: Monday, July 25, 2011 10:22 AM
To: arslist@ARSLIST.ORG
Subject: java.lang.OutOfMemoryError: Java heap space.

All,
We are intermittently receiving "java.lang.OutOfMemoryError: Java heap space" 
in our midtier logs.
We have 2 Load Balanced servers which are running Apache Tomcat 5.5.28 and IIS 
6.
Our min and max memory pool for Java is set to 1024 per BMC's recommendation.
These are dedicated servers :
Windows 2003 Standard x64 Edition SP2

Our heap memory is constantly maxed out.  Has anyone experienced this error in 
your environment?  BMC support has not been helpful in determining the cause 
and solution.




Sincerely,



Michele Mizell

Application Maintenance

Software Engineer 1

JCPenney Co., Inc.

Ext.11088

mmi...@jcpenney.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.



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




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Re: Huge Number of Groups in Group form... is it a good idea???

[Thad Esser]

I guess I can go home now that I've learned my one thing for the day.  :-)

Googling took me to wikipedia, but I didn't think that "*Lac* is the scarlet
resinous secretion of a number of species of insects..." fit, so I dug
deeper...

"A *lakh* is a unit in the Indian numbering
systemequal to
one
hundred thousand  (100,000; 10
5)."   http://en.wikipedia.org/wiki/Lakh

Cool.

On Wed, Aug 10, 2011 at 12:02 AM, Rüdiger Tams  wrote:

> **
> Hi Vikram,
>
> what do you mean with "2 lac"?
>
> Regards
> Rüdiger
>
>   --
> *Von:* Vikram 
> *An:* arslist@ARSLIST.ORG
> *Gesendet:* 8:35 Mittwoch, 10.August 2011
> *Betreff:* Huge Number of Groups in Group form... is it a good idea???
>
> hi all,
>
> Well we have a situation where we need to create about 2 lac groups in our
> group form each group having about 10 users. yes the number is huge but they
> are not concurrent users.
>
> The system we are talking about is a home grown system with 3 servers in
> server group with ARS 7.5 and remote oracle 10g on solaris with 20+ Gigs of
> Ram.
>
> The 2 lac groups we need to create are nothing but customers companies and
> users in them are nothing but customer contacts. This activity is to be done
> so that we have a systematic access control in place. In a nut shell every
> customer is an independent entity and cannot see tickets and other details
> from other companies.
>
> Yes this sounds like ITSM multitenancy but just that we dont have ITSM
> installed as its complete customized system.
>
> So the thing we are worried about is the performance of the system if we
> create about 2 lac groups in the groups form. Whats the worst thing and not
> so worst thing that I can expect.
>
> Or if anyone of you experts can suggest a new way for the same will be
> appreciated?
>
> Thanks in advance,
> Vikram
>
>
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>
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Re: Plain text/Html text

[Lyle Taylor]

You mean that you always want Remedy to get the e-mail in plaintext instead of 
HTML?  If you're using exchange, then there is a setting that can be set for 
the account that Remedy is listening to that tells it you want plaintext 
instead of HTML.  Here are the steps that a person  on our mail team put 
together for me:

-
When creating an account that is accessed via imap or pop from an application 
that requires simple text instead of fancy formatting like html, you will need 
to modify the following setting for the mailbox account.  I am using exchange 
management console to modify the account settings
 
First you will need to find the account in question and select properties. From 
there you will next need to select Mailbox features.
From the list of available features select IMAP4 or/and POP
Next de-select the check box for use protocol default
Now select Text from the drop down menu.  
Choose ok and close the properties of the account and you are finished 
configuring the account to allow plain text imap/pop downloads
--

That fixed the issue for us.  We have to do it for every account that Remedy 
listens to to make it work, since recent updates to Exchange pretty much force 
everything to HTML for some reason.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of S Test
Sent: Wednesday, August 10, 2011 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Plain text/Html text

Hi listeners, 

We have incoming email message to remedy mailbox which takes the incoming email 
and out as activity to the ticket. 
Is there setting either on outlook or in ARS forms where I can specify the 
email should be always plain text and not html 

Thanks 

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 NOTICE: This email message is for the sole use of the intended recipient(s) 
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ODBC and 64 Bit Applications

[Kemes, Lisa]

We installed the WUT (7.5 p4) on a Windows 2003 64 bit server.  I created a 
system and user DSN using the AR ODBC driver.  Received the below error in 
QlikView.  Does this confirm that we will not be able to use this 32-bit ODBC 
driver since the Qlikview application is a 64-bit application?

Connection Test Failed
SQL##f - SqlState: IM014, ErrorCode: 0, ErrorMsg: [Microsoft][ODBC Driver 
Manager] The specified DSN contains an architecture mismatch between the Driver 
and Application

Does anyone have any experience with getting to the AR System tables with 
QlikView?

Thanks!


Lisa Kemes
AR System Developer
TE Information Systems
Global Infrastructure and Ops
+01 717 810 2408 tel
+01 717 602 9460 mobile
lisa.ke...@te.com
MS 161-43
P.O. Box 3608
Harrisburg, PA 17105-3608

[cid:image001.gif@01CC5752.96521BC0]
www.te.com

[cid:image002.png@01CC5752.96521BC0][cid:image003.png@01CC5752.96521BC0][cid:image004.png@01CC5752.96521BC0][cid:image005.png@01CC5752.96521BC0][cid:image006.png@01CC5752.96521BC0]


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<><><><><><>

Job opportunity

[Roger Justice]

I was requested to post this job opportunity by the below listed individual. 
The customer is using Version 7.6.04 SP1 and is located in Stafford, Va area.

Please contact directly and do not respond to this email. 


BMC Remedy Administrator


Us Citizenship required. WILL be processed for DoD SECRET clearance. Active 
security clearance preferred.
 
The Remedy Administrator will be responsible for the implementation and 
sustainment of the entire suite of applications within Remedy 7.6 ITSM 
(Incident Management, Problem management). This includes planning, 
installation, configuration, testing, implementation, upgrading, patching, 
end-user training, and support of all Remedy based AR applications. 
 
Duties and responsibilities
. Perform tool administration for Remedy 7.6, ITSM modules and CMDB.
. Support installation, configuration and maintenance of the development, 
test and production environments.
. Maintain and troubleshoot Remedy system issues.
. Contact Vendor customer support for all issues requiring tier two 
escalation.
. Review vulnerability scans and take necessary actions to remediate 
findings
. Apply product fixes, patches and configuration changes to support the 
business process.
. Coordinate with module owners and vendor to install ARS and ITSM 
components. 
. Support the development of reconciliation and normalization rules to 
populate and maintain the CMDB.
. Provide subject matter expertise on BMC Remedy to the Command.
 
Qualifications
. 1+ years with BMC Remedy development and administration.
. Knowledge of SQL Server is a plus.
  Strong analytical and creative problem solving skills to resolve and 
document highly complex software and process issues 
. Strong leadership and collaboration skills to guide and mentor the work 
of less experienced personnel on the Service Desk
. Strong interpersonal skills to interact with senior customers, management 
and team members
. Strong communication skills to interact with team members and senior 
support personnel
. Ability to synthesize broad and narrow concepts of high complexity and 
use them to meet company objectives
. Ability to work both independently and as part of a team

Point of Contact 
Scott Starsman
Director Defense Systems, Avineon, Inc.
(757)232-7043
sstars...@avineon.com
http://www.avineon.com/



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Re: JOB:Remedy Administrator - Franklin, TN (Nashville Area)

[Jase Brandon]

Dude... I live 10 mins away... how much? :-)

Thanks,

Jase

On , Kelly Gatewood  wrote:

**
Everyone, I have a customer whom is looking for a full time Remedy  
Administrator in the Franklin, TN area. If interested, I have the salary  
range and will be glad to share it with you by direct communication. This  
job is not for IT Prophets and IT Prophets is not acting as an agent for  
the customer. The intent of this email is to purely assist the customer  
in locating potential candidates. The details of the position are below,  
but if you would like to have more information or would like for me to  
forward your information to appropriate parties, please email me directly  
and do not post to the ARSList. General requirements: primary resource  
for Remedy development and administration support and maintain PMG  
Service Catalog Knowledge of ITIL processes and good practicesresponsible  
for project deliverables Additional Requirements: · Documentation for  
Remedy ITSM applications· Creates and updates shared knowledge  
procedures· Some Travel (up to 25%), but this has not be the standard to  
date· Liaison to Level 2 and Level 3 IS staff · Work with vendor  
companies to support deployed applications· Develop process documents for  
use by all support teams on applications· Involved in new/updating of IS  
Services· Determine Root Cause service failures· Manage problems to  
completion by working with Level 2 and vendor teams· Provide input to the  
development of applications on technical issues that may result in  
changes/enhancements to policies and procedures Education Requirements:
· Bachelors or Technical degree in business or a science (computer  
science, mathematics, engineering, statistics, etc.) or equivalent  
experience Experience of Certification Requirements:

· Remedy RSP,ATS, or RAC certifications desired
· Successful completion of BMC Remedy courses for AR and ITSM required
· ITIL v2 or v3 Foundations certified required
· ITIL v2 or v3 advanced certifications desired
· MS SQL knowledge desired
· MS Windows knowledge desired
· Deployments in High Availability environments desired
· SQL Analysis and Reporting Services experience desired
· PMG experience desired
· HTML, .net, Java, or other scripting knowledge desired
· Project management skills desired
· Excellent verbal and written skills desired. Let me know if you have  
any questions. Thanks Kelly GatewoodIT Prophets, LLC



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Plain text/Html text

[S Test]

Hi listeners, 

We have incoming email message to remedy mailbox which takes the incoming email 
and out as activity to the ticket. 
Is there setting either on outlook or in ARS forms where I can specify the 
email should be always plain text and not html 

Thanks 

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JOB:Remedy Administrator - Franklin, TN (Nashville Area)

[Kelly Gatewood]

Everyone,

I have a customer whom is looking for a full time Remedy Administrator in the 
Franklin, TN area.  If interested, I have the salary range and will be glad to 
share it with you by direct communication.

This job is not for IT Prophets and IT Prophets is not acting as an agent for 
the customer.  The intent of this email is to purely assist the customer in 
locating potential candidates.  The details of the position are below, but if 
you would like to have more information or would like for me to forward your 
information to appropriate parties, please email me directly and do not post to 
the ARSList.

General requirements:


 *   primary resource for Remedy development and administration
 *   support and maintain PMG Service Catalog
 *   Knowledge of ITIL processes and good practices
 *   responsible for project deliverables

Additional Requirements:

* Documentation for Remedy ITSM applications
* Creates and updates shared knowledge procedures
* Some Travel (up to 25%), but this has not be the standard to date
* Liaison to Level 2 and Level 3 IS staff
* Work with vendor companies to support deployed applications
* Develop process documents for use by all support teams on applications
* Involved in new/updating of IS Services
* Determine Root Cause service failures
* Manage problems to completion by working with Level 2 and vendor teams
* Provide input to the development of applications on technical issues 
that may result in changes/enhancements to policies and procedures

Education Requirements:


* Bachelors or Technical degree in business or a science (computer 
science, mathematics, engineering, statistics, etc.) or equivalent experience

Experience of Certification Requirements:


* Remedy RSP,ATS, or RAC certifications desired

* Successful completion of BMC Remedy courses for AR and ITSM required

* ITIL v2 or v3 Foundations certified required

* ITIL v2 or v3 advanced certifications desired

* MS SQL knowledge desired

* MS Windows knowledge desired

* Deployments in High Availability environments desired

* SQL Analysis and Reporting Services experience desired

* PMG experience desired

* HTML, .net, Java, or other scripting knowledge desired

* Project management skills desired

* Excellent verbal and written skills desired.

Let me know if you have any questions.

Thanks

Kelly Gatewood
IT Prophets, LLC

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JOB: Washington DC Full Time Job

[Tom Hamill]

Hi All,

Acuity, named one of the "2011 Best Places to Work" by Washington Business
Journal, is currently seeking a Senior Remedy Developer to join our
Department of State team. We are looking for an experienced developer that
can work closely with customers as well as act as a lead when needed.
Qualifications:
- 3+ years with design, configuration, development and support of 7.5 Server
and ITSM 7.6 Applications.
- Experience with Incident Management,Change Management, Asset Management
and Problem Management.
- Experience with CMDB and AIE
- Experience with custom Remedy workflow to meet specified requirements
- Strong analytical and creative problem solving skills to resolve highly
complex software design issues
- Knowledge of ITIL Framework and best practice processes
- US Citizen w/ Clearance

Thank You,

Tom Hamill
Remedy Technical Lead
tom.ham...@myacuity.com

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Re: Huge Number of Groups in Group form... is it a good idea???

[Vikram]

hi,

Its 200,000 groups.. with about 1500 concurrent users.

Thanks,
Vikram

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Re: Huge Number of Groups in Group form... is it a good idea???

[Rüdiger Tams]

Hi Vikram,

what do you mean with "2 lac"?

Regards
Rüdiger



>
>Von: Vikram 
>An: arslist@ARSLIST.ORG
>Gesendet: 8:35 Mittwoch, 10.August 2011 
>Betreff: Huge Number of Groups in Group form... is it a good idea???
>
>hi all,
>
>Well we have a situation where we need to create about 2 lac groups in our 
>group form each group having about 10 users. yes the number is huge but they 
>are not concurrent users. 
>
>The system we are talking about is a home grown system with 3 servers in 
>server group with ARS 7.5 and remote oracle 10g on solaris with 20+ Gigs of 
>Ram.
>
>The 2 lac groups we need to create are nothing but customers companies and 
>users in them are nothing but customer contacts. This activity is to be done 
>so that we have a systematic access control in place. In a nut shell every 
>customer is an independent entity and cannot see tickets and other details 
>from other companies.
>
>Yes this sounds like ITSM multitenancy but just that we dont have ITSM 
>installed as its complete customized system.
>
>So the thing we are worried about is the performance of the system if we 
>create about 2 lac groups in the groups form. Whats the worst thing and not so 
>worst thing that I can expect.
>
>Or if anyone of you experts can suggest a new way for the same will be 
>appreciated?
>
>Thanks in advance,
>Vikram
>
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>
>
>

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