Re: AREA LDAP logging question

[Grooms, Frederick W]

Ah ... It should be something like:

Plugin-Path: D:\Program Files\BMC Software\ARSystem\arealdap   
Plugin: "D:\Program Files\BMC Software\ARSystem\arealdap\areahub.dll"   
AREA-Hub-Plugin: "D:\Program Files\BMC Software\ARSystem\arealdap\arealdap.dll" 
  

So the hub will load the arealdap plugin.  Without it the arealdap plugin is 
not loaded.

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: Thursday, December 22, 2011 6:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: AREA LDAP logging question

** Ok, I just tried that with logging on and I see:

 /* Thu Dec 22 2011 19:16:06.3790 */AREA    Plug-In Loaded: 
ARSYS.AREA.HUB version 2

Next, I commented out the plugin server in the armonitor and cranked it up 
manually and I got the following:
D:\Program Files\BMC Software\ARSystem>arplugin.exe  --unicode -i "D:\Program 
Files\BMC Software\ARSystem" -m

Action Request System(R)  Plug-In Server   Version 7.6.04 SP2 201110080614
(c) Copyright 2001-2011 BMC Software, Inc.

Action Request System(R) Approval Server   Version 7.6.04 SP2 201110080614
(c) Copyright 1999-2011 BMC Software, Inc.


Next item, checking the ar.cfg, I have the following lines that reference AREA 
and Plugin:

Plugin-Path: D:\Program Files\BMC Software\ARSystem\arealdap
Plugin: "D:\Program Files\BMC Software\ARSystem\arealdap\areahub.dll"
AREA-Hub-Plugin: 


Should I add the path to areahub.dll on the AREA-Hub-Plugin line? Or something 
else?

Thanks,
JDHood


-Original Message-
On Thu, Dec 22, 2011 at 6:49 PM, Danny Kellett wrote:
** 
JD,
 
When you start the AR Server (or kill -9 arplugin) and it creates a new 
arplugin log file, do you see this anywhere?
 
Plug-In Loaded: ARSYS.AREA.LDAP version 2
 
In fact I would search for ARSYS.AREA.LDAP. If you don't have any in there, 
then the plugin isn't loading. 
 
If this is the case, comment out the arplugin line in the armonitor.conf and 
restart. Then you can start the arplugin manually from the commandline. Then if 
something is up, it will echo it to the console.
 
I don't think your arealdap plugin is loading. In your ar.conf, have you got 
the arealdap.so (or dll) on a line beginning with Plugin: or AREA-Hub-Plugin:?
 
If its the second one, then make sure you have Plugin: /areahub.so (or 
dll)
 
Kind regards
Danny
 
-Original Message- 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: 22 December 2011 23:39
To: arslist@ARSLIST.ORG
Subject: Re: AREA LDAP logging question
 
** The plugin log only will show a single +VL and -VL per each login attempt.  
I don't see anything that indicates it's loading the AREA plugin in the plugin 
log. 
 
When support saw that, they went straight to the ar.cfg, but the AREA config 
entries in there look fine.
 
We do know that the bind user, login & pass are good because we can use those 
values with LDP to browse/search LDAP.
 
So, something is wonky with the Remedy AREA plugin, they just don't know what 
yet. Bundled up  the config files and logs (java stuff too) and they are going 
to have a look, presumably with engineering.
 
After all this, I wouldn't be surprised to find it's a network issue or 
something outside of Remedy. If only we could get logging to wake up, we could 
have better visibility into what it's doing. But the logging side is just not 
cooperating...
 
Thanks,
JDHood
 
-Original Message- 
On Thu, Dec 22, 2011 at 3:14 PM, Grooms, Frederick W wrote:
Do you see the lines in the log where it is loading the AREA plugin?   If not 
how is the arealdap plugin listed in the ar.cfg file?

An additional thought...
On Windows 7.6.04 is AREA now a Java plugin? If so it should be debugged thru 
the pluginsvr_config.xml and log4j_pluginsvr.xml files in the pluginsvr 
directory.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: Wednesday, December 21, 2011 5:50 PM
To: arslist@ARSLIST.ORG
Subject: AREA LDAP logging question

**
7.6.04 ITSM on Windows & SQL Server

I'm trying to configure AREA authentication. I have everything configured 
enough to make an authentication attempt and the attempt naturally fails.

I do not have a POC at the LDAP server to check my test user's account or to 
check logging on the LDAP end.

At this point, I'm not even sure I'm reaching LDAP, successfully binding and/or 
hitting the test user's LDAP account.

With plugin logging on and set to "ALL", I get about 730 lines of logging when 
I attempt to login with a test user.

Out of those 730 lines of logging, I only get the following two lines that 
mention AREA or my user:

 /* Wed Dec 21 2011 18:14:13.9300 */+VL    AREAVerifyLoginCallback       
   -- user TRAIN19
 /* Wed Dec 21 2011 18:14:13.9300 */-VL                                
FAIL 


This is like troubleshooting via braille method.

Re: AREA LDAP logging question

[JD Hood]

Ok, I just tried that with logging on and I see:

 /* Thu Dec 22 2011 19:16:06.3790 */AREAPlug-In Loaded:
ARSYS.AREA.HUB version 2

Next, I commented out the plugin server in the armonitor and cranked it up
manually and I got the following:

D:\Program Files\BMC Software\ARSystem>arplugin.exe  --unicode -i
"D:\Program Files\BMC Software\ARSystem" -m

Action Request System(R)  Plug-In Server   Version 7.6.04 SP2 201110080614
(c) Copyright 2001-2011 BMC Software, Inc.

Action Request System(R) Approval Server   Version 7.6.04 SP2 201110080614
(c) Copyright 1999-2011 BMC Software, Inc.


Next item, checking the ar.cfg, I have the following lines that reference
AREA and Plugin:

Plugin-Path: D:\Program Files\BMC Software\ARSystem\arealdap
Plugin: "D:\Program Files\BMC Software\ARSystem\arealdap\areahub.dll"
AREA-Hub-Plugin:


Should I add the path to areahub.dll on the AREA-Hub-Plugin line? Or
something else?

Thanks,
JDHood




On Thu, Dec 22, 2011 at 6:49 PM, Danny Kellett <
danny.kell...@strategicworkflow.com> wrote:

> **
>
> JD,
>
> ** **
>
> When you start the AR Server (or kill -9 arplugin) and it creates a new
> arplugin log file, do you see this anywhere?
>
> ** **
>
> Plug-In Loaded: ARSYS.AREA.LDAP version 2
>
> ** **
>
> In fact I would search for ARSYS.AREA.LDAP. If you don’t have any in
> there, then the plugin isn’t loading. 
>
> ** **
>
> If this is the case, comment out the arplugin line in the armonitor.conf
> and restart. Then you can start the arplugin manually from the commandline.
> Then if something is up, it will echo it to the console.
>
> ** **
>
> I don’t think your arealdap plugin is loading. In your ar.conf, have you
> got the arealdap.so (or dll) on a line beginning with Plugin: or
> AREA-Hub-Plugin:?
>
> ** **
>
> If its the second one, then make sure you have Plugin:
> /areahub.so (or dll)
>
> ** **
>
> Kind regards
>
> Danny
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *JD Hood
> *Sent:* 22 December 2011 23:39
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: AREA LDAP logging question
>
> ** **
>
> ** The plugin log only will show a single +VL and -VL per each login
> attempt.  I don't see anything that indicates it's loading the AREA plugin
> in the plugin log. 
>
> ** **
>
> When support saw that, they went straight to the ar.cfg, but the AREA
> config entries in there look fine.
>
> ** **
>
> We do know that the bind user, login & pass are good because we can use
> those values with LDP to browse/search LDAP.
>
> ** **
>
> So, something is wonky with the Remedy AREA plugin, they just don't know
> what yet. Bundled up  the config files and logs (java stuff too) and they
> are going to have a look, presumably with engineering.
>
> ** **
>
> After all this, I wouldn't be surprised to find it's a network issue or
> something outside of Remedy. If only we could get logging to wake up, we
> could have better visibility into what it's doing. But the logging side is
> just not cooperating...
>
> ** **
>
> Thanks,
>
> JDHood
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
> On Thu, Dec 22, 2011 at 3:14 PM, Grooms, Frederick W <
> frederick.w.gro...@xo.com> wrote:
>
> Do you see the lines in the log where it is loading the AREA plugin?   If
> not how is the arealdap plugin listed in the ar.cfg file?
>
> An additional thought...
> On Windows 7.6.04 is AREA now a Java plugin? If so it should be debugged
> thru the pluginsvr_config.xml and log4j_pluginsvr.xml files in the
> pluginsvr directory.
>
> Fred
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of JD Hood
> Sent: Wednesday, December 21, 2011 5:50 PM
> To: arslist@ARSLIST.ORG
> Subject: AREA LDAP logging question
>
> **
> 7.6.04 ITSM on Windows & SQL Server
>
> I'm trying to configure AREA authentication. I have everything configured
> enough to make an authentication attempt and the attempt naturally fails.
>
> I do not have a POC at the LDAP server to check my test user's account or
> to check logging on the LDAP end.
>
> At this point, I'm not even sure I'm reaching LDAP, successfully binding
> and/or hitting the test user's LDAP account.
>
> With plugin logging on and set to "ALL", I get about 730 lines of logging
> when I attempt to login with a test user.
>
> Out of those 730 lines of logging, I only get the following two lines that
> mention AREA or my user:
>
>  390695> /* Wed Dec 21 2011 18:14:13.9300 */+VLAREAVerifyLoginCallback
>-- user TRAIN19
>  390695> /* Wed Dec 21 2011 18:14:13.9300 */-VL
>FAIL
>
>
> This is like troubleshooting via braille method. Is there another
> AREA/LDAP log or some way to log the bind and auth attempt on the REMEDY
> side?
>
> I've checked ARSList archives and the BMC KB's and can't find anything
> that I haven't alrea

Re: Diary field weirdness in Mid-tier

[L G Robinson]

Hi Misi,

This problem is in fact corrected in SP2.

Hope this is helpful.
Larry

On Wed, Dec 21, 2011 at 2:34 AM, Misi Mladoniczky  wrote:

> Hi,
>
> To me, this seems like a bug, and a Mid-Tier bug at that.
>
> Have you tried the SP2 for Mid-Tier?
>
> I am seeing the exact same problem with AR Server 7.6.04, Mid-Tier 7.6.04
> and Firefox.
>
>Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
>

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Re: AREA LDAP logging question

[Danny Kellett]

JD,

 

When you start the AR Server (or kill -9 arplugin) and it creates a new
arplugin log file, do you see this anywhere?

 

Plug-In Loaded: ARSYS.AREA.LDAP version 2

 

In fact I would search for ARSYS.AREA.LDAP. If you don't have any in there,
then the plugin isn't loading. 

 

If this is the case, comment out the arplugin line in the armonitor.conf and
restart. Then you can start the arplugin manually from the commandline. Then
if something is up, it will echo it to the console.

 

I don't think your arealdap plugin is loading. In your ar.conf, have you got
the arealdap.so (or dll) on a line beginning with Plugin: or
AREA-Hub-Plugin:?

 

If its the second one, then make sure you have Plugin: /areahub.so
(or dll)

 

Kind regards

Danny

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: 22 December 2011 23:39
To: arslist@ARSLIST.ORG
Subject: Re: AREA LDAP logging question

 

** The plugin log only will show a single +VL and -VL per each login
attempt.  I don't see anything that indicates it's loading the AREA plugin
in the plugin log. 

 

When support saw that, they went straight to the ar.cfg, but the AREA config
entries in there look fine.

 

We do know that the bind user, login & pass are good because we can use
those values with LDP to browse/search LDAP.

 

So, something is wonky with the Remedy AREA plugin, they just don't know
what yet. Bundled up  the config files and logs (java stuff too) and they
are going to have a look, presumably with engineering.

 

After all this, I wouldn't be surprised to find it's a network issue or
something outside of Remedy. If only we could get logging to wake up, we
could have better visibility into what it's doing. But the logging side is
just not cooperating...

 

Thanks,

JDHood

 

 

 

 

 

 

On Thu, Dec 22, 2011 at 3:14 PM, Grooms, Frederick W
 wrote:

Do you see the lines in the log where it is loading the AREA plugin?   If
not how is the arealdap plugin listed in the ar.cfg file?

An additional thought...
On Windows 7.6.04 is AREA now a Java plugin? If so it should be debugged
thru the pluginsvr_config.xml and log4j_pluginsvr.xml files in the pluginsvr
directory.

Fred


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: Wednesday, December 21, 2011 5:50 PM
To: arslist@ARSLIST.ORG
Subject: AREA LDAP logging question

**
7.6.04 ITSM on Windows & SQL Server

I'm trying to configure AREA authentication. I have everything configured
enough to make an authentication attempt and the attempt naturally fails.

I do not have a POC at the LDAP server to check my test user's account or to
check logging on the LDAP end.

At this point, I'm not even sure I'm reaching LDAP, successfully binding
and/or hitting the test user's LDAP account.

With plugin logging on and set to "ALL", I get about 730 lines of logging
when I attempt to login with a test user.

Out of those 730 lines of logging, I only get the following two lines that
mention AREA or my user:

 /* Wed Dec 21 2011 18:14:13.9300 */+VLAREAVerifyLoginCallback
-- user TRAIN19
 /* Wed Dec 21 2011 18:14:13.9300 */-VL
FAIL 


This is like troubleshooting via braille method. Is there another AREA/LDAP
log or some way to log the bind and auth attempt on the REMEDY side?

I've checked ARSList archives and the BMC KB's and can't find anything that
I haven't already tried. I do see some really nice log examples (Knowledge
Article ID: KA334262) that I *WISH* I could capture on the Remedy Side. I
think they would tell me what I need to know to get this working. For now,
all I can find is those two measly log lines above.

Any suggestions on how to get AREA logging much more verbose on the *REMEDY
SIDE*?

Thanks in advance!
JDHood


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Re: AREA LDAP logging question

[JD Hood]

The plugin log only will show a single +VL and -VL per each login attempt.
 I don't see anything that indicates it's loading the AREA plugin in the
plugin log.

When support saw that, they went straight to the ar.cfg, but the AREA
config entries in there look fine.

We do know that the bind user, login & pass are good because we can use
those values with LDP to browse/search LDAP.

So, something is wonky with the Remedy AREA plugin, they just don't know
what yet. Bundled up  the config files and logs (java stuff too) and they
are going to have a look, presumably with engineering.

After all this, I wouldn't be surprised to find it's a network issue or
something outside of Remedy. If only we could get logging to wake up, we
could have better visibility into what it's doing. But the logging side is
just not cooperating...

Thanks,
JDHood







On Thu, Dec 22, 2011 at 3:14 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> Do you see the lines in the log where it is loading the AREA plugin?   If
> not how is the arealdap plugin listed in the ar.cfg file?
>
> An additional thought...
> On Windows 7.6.04 is AREA now a Java plugin? If so it should be debugged
> thru the pluginsvr_config.xml and log4j_pluginsvr.xml files in the
> pluginsvr directory.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of JD Hood
> Sent: Wednesday, December 21, 2011 5:50 PM
> To: arslist@ARSLIST.ORG
> Subject: AREA LDAP logging question
>
> **
> 7.6.04 ITSM on Windows & SQL Server
>
> I'm trying to configure AREA authentication. I have everything configured
> enough to make an authentication attempt and the attempt naturally fails.
>
> I do not have a POC at the LDAP server to check my test user's account or
> to check logging on the LDAP end.
>
> At this point, I'm not even sure I'm reaching LDAP, successfully binding
> and/or hitting the test user's LDAP account.
>
> With plugin logging on and set to "ALL", I get about 730 lines of logging
> when I attempt to login with a test user.
>
> Out of those 730 lines of logging, I only get the following two lines that
> mention AREA or my user:
>
>  390695> /* Wed Dec 21 2011 18:14:13.9300 */+VLAREAVerifyLoginCallback
>-- user TRAIN19
>  390695> /* Wed Dec 21 2011 18:14:13.9300 */-VL
>FAIL
>
>
> This is like troubleshooting via braille method. Is there another
> AREA/LDAP log or some way to log the bind and auth attempt on the REMEDY
> side?
>
> I've checked ARSList archives and the BMC KB's and can't find anything
> that I haven't already tried. I do see some really nice log
> examples (Knowledge Article ID: KA334262) that I *WISH* I could capture on
> the Remedy Side. I think they would tell me what I need to know to get this
> working. For now, all I can find is those two measly log lines above.
>
> Any suggestions on how to get AREA logging much more verbose on the
> *REMEDY SIDE*?
>
> Thanks in advance!
> JDHood
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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Re: AREA LDAP logging question

[JD Hood]

Yep, it stumped BMC support during the webex too. It's there, plain as
day (Plugin-Log-Level:
100)*and* everything else is logging like a champ (or appears to be). Just
not AREA. No idea why or how to make it behave.

Thanks
JDHood




On Thu, Dec 22, 2011 at 2:14 PM, Danny Kellett <
danny.kell...@strategicworkflow.com> wrote:

> **
> JD
>
> Your log snippet is not an example of the plugin log level set to 100. So
> do you have that line duplicated in you AR.cfg by accident?
>
> The BMC plugin is very good at letting you know what is wrong when set to
> 100.
>
> Have you restarted since setting log level to 100?
>
> Regards
> Danny
>
> On 22 Dec 2011, at 18:53, JD Hood  wrote:
>
> ** I appreciate the offer, but the client might frown on posting their
> info on the list. So, I've opened an issue with BMC instead.
>
> But I think you might be on to something. I see a ton of logging for
> ARDBC, but just a few lines for AREA on startup.
>
> And I just realized I've omitted that we are setting it up for multiple
> domain logins (Knowledge Article: KA288124 -- Configuring AREA LDAP in a
> Multi-Domain Environment); however, we just have the one LDAP server
> defined in AREA at this time.
>
> MS's LDP.exe confirms we can reach the target LDAP server *and* bind using
> our test user *and* authenticate with that test user outside of Remedy.
>
> But within Remedy, we get "Authentication Failed". We know we have the
> user & pass correct, so the possibilities are: Remedy isn't actually
> connecting to LDAP *or* it is connecting, but can't find the user. Until I
> can validate the plugin is starting up and get logging to spit out more
> info, I'm stuck using the braille method to troubleshoot.
>
> Full circle now -- time to engage BMC support.
>
> Thanks again,
> JDHood
>
>
> On Thu, Dec 22, 2011 at 2:44 AM, Walters, Mark wrote:
>
>> **
>>
>> I suspect that either the AREA LDAP plugin is not being loaded for some
>> reason or there is a configuration issue.
>>
>> ** **
>>
>> Are you able to post the ar.conf and the plugin log, from startup, so
>> that I can see what you have set up?
>>
>> ** **
>>
>> Mark
>>
>> ** **
>>
>> I work for BMC, I don’t speak for them.
>>
>> ** **
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *JD Hood
>> *Sent:* 21 December 2011 23:50
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* AREA LDAP logging question
>>
>> ** **
>>
>> ** 
>>
>> 7.6.04 ITSM on Windows & SQL Server
>>
>> ** **
>>
>> I'm trying to configure AREA authentication. I have everything configured
>> enough to make an authentication attempt and the attempt naturally fails.
>> 
>>
>> ** **
>>
>> I do not have a POC at the LDAP server to check my test user's account or
>> to check logging on the LDAP end.
>>
>> ** **
>>
>> At this point, I'm not even sure I'm reaching LDAP, successfully binding
>> and/or hitting the test user's LDAP account.
>>
>> ** **
>>
>> With plugin logging on and set to "ALL", I get about 730 lines of logging
>> when I attempt to login with a test user.
>>
>> ** **
>>
>> Out of those 730 lines of logging, I only get the following two lines
>> that mention AREA or my user:
>>
>> ** **
>>
>>
>>  /* Wed Dec 21 2011 18:14:13.9300 */+VL
>>  AREAVerifyLoginCallback  -- user TRAIN19
>>
>>
>>  /* Wed Dec 21 2011 18:14:13.9300 */-VL
>>FAIL 
>>
>> ** **
>>
>> ** **
>>
>> This is like troubleshooting via braille method. Is there another
>> AREA/LDAP log or some way to log the bind and auth attempt on the REMEDY
>> side?
>>
>> ** **
>>
>> I've checked ARSList archives and the BMC KB's and can't find anything
>> that I haven't already tried. I do see some really nice log
>> examples (Knowledge Article ID: KA334262) that I *WISH* I could capture on
>> the Remedy Side. I think they would tell me what I need to know to get this
>> working. For now, all I can find is those two measly log lines above.
>>
>> ** **
>>
>> Any suggestions on how to get AREA logging much more verbose on the
>> *REMEDY SIDE*?
>>
>> ** **
>>
>> Thanks in advance!
>>
>> JDHood
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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ARSlist, RSS feed

[John Baker]

Hello,

I suspect a few listers will already know this, but I'm sure not all do. 

JSS provide an RSS feed of ARSlist, so you can enjoy up to date discussion on 
your iPhone/Blackberry, or whatever you happy to carry around that may support 
RSS feeds:

Simply point your phone here: 
http://www.javasystemsolutions.com/arslist/browse?format=rss


John

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Re: Firing One Active Link on Multiple Controls

[jham36]

To expand on Brien's suggestion, what I have done is attach the AL that you 
want to reuse, to a hidden button.  Then call PERFORM-ACTION-ACTIVE-LINK 1 

So you are telling remedy to run the active links as if you clicked that 
button.

James

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Re: Firing One Active Link on Multiple Controls

[Brien Dieterle]

**

  
  
This should help:

  Command: PERFORM-ACTION-ACTIVE-LINK
Executes all active links associated with the specified Execute
  On condition (and field ID, as appropriate). The active links fire
  as if the Execute On condition indicated occurred. For example,
  PERFORM-ACTION-ACTIVE-LINK 8 specifies to run all On Modify active
  links as if a modify operation was performed. The active links
  fire, but no modify is actually performed.

The options for this command are as follows: 
Button: PERFORM-ACTION-ACTIVE-LINK 1 < field_ID> 
Return/Table Dbl-Clk: PERFORM-ACTION-ACTIVE-LINK 2 <
  field_ID> 
Submit: PERFORM-ACTION-ACTIVE-LINK 4 
Modify: PERFORM-ACTION-ACTIVE-LINK 8 
Display: PERFORM-ACTION-ACTIVE-LINK 16 
Menu Choice: PERFORM-ACTION-ACTIVE-LINK 128 < field_ID> 
Lose Focus: PERFORM-ACTION-ACTIVE-LINK 256 < field_ID> 
Set Default: PERFORM-ACTION-ACTIVE-LINK 512 
Search: PERFORM-ACTION-ACTIVE-LINK 1024 
After Modify: PERFORM-ACTION-ACTIVE-LINK 2048 
After Submit: PERFORM-ACTION-ACTIVE-LINK 4096 
Gain Focus: PERFORM-ACTION-ACTIVE-LINK 8192 < field_ID> 
Window Open: PERFORM-ACTION-ACTIVE-LINK 16384 
Un-Display: PERFORM-ACTION-ACTIVE-LINK 65536 
Window Close: PERFORM-ACTION-ACTIVE-LINK 32768 
Copy To New: PERFORM-ACTION-ACTIVE-LINK 131072 
Window Loaded: PERFORM-ACTION-ACTIVE-LINK 262144 
Interval: PERFORM-ACTION-ACTIVE-LINK 524288 < interval> 
Event: PERFORM-ACTION-ACTIVE-LINK 1048576 
Table Refresh: PERFORM-ACTION-ACTIVE-LINK 2097152 <
  field_ID> 
Hover On Label: PERFORM-ACTION-ACTIVE-LINK 4194304 <
  field_ID> 
Hover On Data: PERFORM-ACTION-ACTIVE-LINK 8388608 <
  field_ID> 
Hover On Field: PERFORM-ACTION-ACTIVE-LINK 16777216 <
  field_ID> 
Expand: PERFORM-ACTION-ACTIVE-LINK 33554432 < field_ID> 
Collapse: PERFORM-ACTION-ACTIVE-LINK 67108864 < field_ID>


Brien

On 12/22/2011 2:32 PM, Gmail wrote:
**
  
  
  
  
I have one form that captures user inputs
  and I am trying to provide some sort of a help mechanism right
  next to each field. I created 10 different controls on the
  same form. One right next to each field. The idea is when a
  user clicks on the help button right next to any field, there
  should be a tooltip that displays a description about the
  field and what’s expected as a valid entry. I created one
  active link that does a set field  based on a keyword and
  returns the field ID, then another set field that does a
  lookup on the AR System Message Catalog and return a specific
  message based on the field ID. After that a message action
  displays the message into a tooltip. Everything works fine,
  except that I am not really sure how to attach the same active
  link to all the controls that I created. I need to reuse this
  active line instead of creating one single active link per
  help control.  I was just wondering if is there any way to
  attach one active link multiple controls. Any ideas or
  thoughts would be highly appreciated. 
 
Attached a screenshot for my form
 
Thanks In Advance.
Moe.
  
  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

  

_attend WWRUG12 www.wwrug.com  ARSlist: "Where the Answers Are"_

Firing One Active Link on Multiple Controls

[Gmail]

I have one form that captures user inputs and I am trying to provide some
sort of a help mechanism right next to each field. I created 10 different
controls on the same form. One right next to each field. The idea is when a
user clicks on the help button right next to any field, there should be a
tooltip that displays a description about the field and what's expected as a
valid entry. I created one active link that does a set field  based on a
keyword and returns the field ID, then another set field that does a lookup
on the AR System Message Catalog and return a specific message based on the
field ID. After that a message action displays the message into a tooltip.
Everything works fine, except that I am not really sure how to attach the
same active link to all the controls that I created. I need to reuse this
active line instead of creating one single active link per help control.  I
was just wondering if is there any way to attach one active link multiple
controls. Any ideas or thoughts would be highly appreciated. 

 

Attached a screenshot for my form

 

Thanks In Advance.

Moe.


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<>

Re: AREA LDAP logging question

[Grooms, Frederick W]

Do you see the lines in the log where it is loading the AREA plugin?   If not 
how is the arealdap plugin listed in the ar.cfg file?

An additional thought...   
On Windows 7.6.04 is AREA now a Java plugin? If so it should be debugged thru 
the pluginsvr_config.xml and log4j_pluginsvr.xml files in the pluginsvr 
directory.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: Wednesday, December 21, 2011 5:50 PM
To: arslist@ARSLIST.ORG
Subject: AREA LDAP logging question

** 
7.6.04 ITSM on Windows & SQL Server

I'm trying to configure AREA authentication. I have everything configured 
enough to make an authentication attempt and the attempt naturally fails.

I do not have a POC at the LDAP server to check my test user's account or to 
check logging on the LDAP end.

At this point, I'm not even sure I'm reaching LDAP, successfully binding and/or 
hitting the test user's LDAP account.

With plugin logging on and set to "ALL", I get about 730 lines of logging when 
I attempt to login with a test user.

Out of those 730 lines of logging, I only get the following two lines that 
mention AREA or my user:

 /* Wed Dec 21 2011 18:14:13.9300 */+VL    AREAVerifyLoginCallback       
   -- user TRAIN19
 /* Wed Dec 21 2011 18:14:13.9300 */-VL                                
FAIL 


This is like troubleshooting via braille method. Is there another AREA/LDAP log 
or some way to log the bind and auth attempt on the REMEDY side?

I've checked ARSList archives and the BMC KB's and can't find anything that I 
haven't already tried. I do see some really nice log examples (Knowledge 
Article ID: KA334262) that I *WISH* I could capture on the Remedy Side. I think 
they would tell me what I need to know to get this working. For now, all I can 
find is those two measly log lines above.

Any suggestions on how to get AREA logging much more verbose on the *REMEDY 
SIDE*?

Thanks in advance!
JDHood

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Re: Get ticket Entry ID using Incident number

[jham36]

In example 1 replace the 179 in  qual=%27*179*%27%3D%22%22 with 
the field ID of the Incident ID and instead of instanceId use the Incident 
ID

James

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Re: AREA LDAP logging question

[Danny Kellett]

JD

Your log snippet is not an example of the plugin log level set to 100. So do 
you have that line duplicated in you AR.cfg by accident?

The BMC plugin is very good at letting you know what is wrong when set to 100. 

Have you restarted since setting log level to 100?

Regards
Danny

On 22 Dec 2011, at 18:53, JD Hood  wrote:

> ** I appreciate the offer, but the client might frown on posting their info 
> on the list. So, I've opened an issue with BMC instead. 
> 
> But I think you might be on to something. I see a ton of logging for ARDBC, 
> but just a few lines for AREA on startup.
> 
> And I just realized I've omitted that we are setting it up for multiple 
> domain logins (Knowledge Article: KA288124 -- Configuring AREA LDAP in a 
> Multi-Domain Environment); however, we just have the one LDAP server defined 
> in AREA at this time.
> 
> MS's LDP.exe confirms we can reach the target LDAP server *and* bind using 
> our test user *and* authenticate with that test user outside of Remedy.
> 
> But within Remedy, we get "Authentication Failed". We know we have the user & 
> pass correct, so the possibilities are: Remedy isn't actually connecting to 
> LDAP *or* it is connecting, but can't find the user. Until I can validate the 
> plugin is starting up and get logging to spit out more info, I'm stuck using 
> the braille method to troubleshoot.
> 
> Full circle now -- time to engage BMC support.
> 
> Thanks again,
> JDHood
> 
> 
> On Thu, Dec 22, 2011 at 2:44 AM, Walters, Mark  wrote:
> **
> I suspect that either the AREA LDAP plugin is not being loaded for some 
> reason or there is a configuration issue.
> 
>  
> 
> Are you able to post the ar.conf and the plugin log, from startup, so that I 
> can see what you have set up?
> 
>  
> 
> Mark
> 
>  
> 
> I work for BMC, I don’t speak for them.
> 
>  
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
> Sent: 21 December 2011 23:50
> To: arslist@ARSLIST.ORG
> Subject: AREA LDAP logging question
> 
>  
> 
> **
> 
> 7.6.04 ITSM on Windows & SQL Server
> 
>  
> 
> I'm trying to configure AREA authentication. I have everything configured 
> enough to make an authentication attempt and the attempt naturally fails.
> 
>  
> 
> I do not have a POC at the LDAP server to check my test user's account or to 
> check logging on the LDAP end.
> 
>  
> 
> At this point, I'm not even sure I'm reaching LDAP, successfully binding 
> and/or hitting the test user's LDAP account.
> 
>  
> 
> With plugin logging on and set to "ALL", I get about 730 lines of logging 
> when I attempt to login with a test user.
> 
>  
> 
> Out of those 730 lines of logging, I only get the following two lines that 
> mention AREA or my user:
> 
>  
> 
>  390695> /* Wed Dec 21 2011 18:14:13.9300 */+VLAREAVerifyLoginCallback 
>  -- user TRAIN19
> 
>  390695> /* Wed Dec 21 2011 18:14:13.9300 */-VL
> FAIL 
> 
>  
> 
>  
> 
> This is like troubleshooting via braille method. Is there another AREA/LDAP 
> log or some way to log the bind and auth attempt on the REMEDY side?
> 
>  
> 
> I've checked ARSList archives and the BMC KB's and can't find anything that I 
> haven't already tried. I do see some really nice log examples (Knowledge 
> Article ID: KA334262) that I *WISH* I could capture on the Remedy Side. I 
> think they would tell me what I need to know to get this working. For now, 
> all I can find is those two measly log lines above.
> 
>  
> 
> Any suggestions on how to get AREA logging much more verbose on the *REMEDY 
> SIDE*?
> 
>  
> 
> Thanks in advance!
> 
> JDHood
> 
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> _attend WWRUG12 www.wwrug.com  ARSlist: "Where the Answers Are"_

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Re: AREA LDAP logging question

[JD Hood]

I appreciate the offer, but the client might frown on posting their info on
the list. So, I've opened an issue with BMC instead.

But I think you might be on to something. I see a ton of logging for ARDBC,
but just a few lines for AREA on startup.

And I just realized I've omitted that we are setting it up for multiple
domain logins (Knowledge Article: KA288124 -- Configuring AREA LDAP in a
Multi-Domain Environment); however, we just have the one LDAP server
defined in AREA at this time.

MS's LDP.exe confirms we can reach the target LDAP server *and* bind using
our test user *and* authenticate with that test user outside of Remedy.

But within Remedy, we get "Authentication Failed". We know we have the user
& pass correct, so the possibilities are: Remedy isn't actually connecting
to LDAP *or* it is connecting, but can't find the user. Until I can
validate the plugin is starting up and get logging to spit out more info,
I'm stuck using the braille method to troubleshoot.

Full circle now -- time to engage BMC support.

Thanks again,
JDHood


On Thu, Dec 22, 2011 at 2:44 AM, Walters, Mark  wrote:

> **
>
> I suspect that either the AREA LDAP plugin is not being loaded for some
> reason or there is a configuration issue.
>
> ** **
>
> Are you able to post the ar.conf and the plugin log, from startup, so that
> I can see what you have set up?
>
> ** **
>
> Mark
>
> ** **
>
> I work for BMC, I don’t speak for them.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *JD Hood
> *Sent:* 21 December 2011 23:50
> *To:* arslist@ARSLIST.ORG
> *Subject:* AREA LDAP logging question
>
> ** **
>
> ** 
>
> 7.6.04 ITSM on Windows & SQL Server
>
> ** **
>
> I'm trying to configure AREA authentication. I have everything configured
> enough to make an authentication attempt and the attempt naturally fails.*
> ***
>
> ** **
>
> I do not have a POC at the LDAP server to check my test user's account or
> to check logging on the LDAP end.
>
> ** **
>
> At this point, I'm not even sure I'm reaching LDAP, successfully binding
> and/or hitting the test user's LDAP account.
>
> ** **
>
> With plugin logging on and set to "ALL", I get about 730 lines of logging
> when I attempt to login with a test user.
>
> ** **
>
> Out of those 730 lines of logging, I only get the following two lines that
> mention AREA or my user:
>
> ** **
>
>  390695> /* Wed Dec 21 2011 18:14:13.9300 */+VLAREAVerifyLoginCallback
>-- user TRAIN19
>
>  390695> /* Wed Dec 21 2011 18:14:13.9300 */-VL
>FAIL 
>
> ** **
>
> ** **
>
> This is like troubleshooting via braille method. Is there another
> AREA/LDAP log or some way to log the bind and auth attempt on the REMEDY
> side?
>
> ** **
>
> I've checked ARSList archives and the BMC KB's and can't find anything
> that I haven't already tried. I do see some really nice log
> examples (Knowledge Article ID: KA334262) that I *WISH* I could capture on
> the Remedy Side. I think they would tell me what I need to know to get this
> working. For now, all I can find is those two measly log lines above.
>
> ** **
>
> Any suggestions on how to get AREA logging much more verbose on the
> *REMEDY SIDE*?
>
> ** **
>
> Thanks in advance!
>
> JDHood
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Issues with 7.6.03 & 7.6.04 install

[Ben Chernys]

Thanks Fred,
Haven't tried that though don't really see what it can do as all names are
ping'able.
I'll give it a shot though.  
Ben

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: December-22-11 19:12
To: arslist@ARSLIST.ORG
Subject: Re: Issues with 7.6.03 & 7.6.04 install

Have you also tried putting the server in the Hosts file at
%SystemRoot%\System32\Drivers\etc\hosts

i.e. 
127.0.0.1localhost
192.168.1.1  aralias aralias.domain.com servername servername.domain.com

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ben Chernys
Sent: Thursday, December 22, 2011 11:43 AM
To: arslist@ARSLIST.ORG
Subject: Issues with 7.6.03 & 7.6.04 install

** 

Hi Folks,

Season's greetings to all.

I'm at a bit of a loss here.

Environment:  Win R2 2008 x64 Server Enterprise on VM Workstation with 8Gb;
MS SQL 2008 Server

ITSM pre-configurered stack installer.

I noticed that there is a new requirement that the "AR Alias Name be in a
DNS server" (and after troubleshooting this many many times), so I added to
the Win Server the DSN server, as well as a Domain server, fixed the SQL
server authentication etc.  I have a static IP on a VMWare bridged interface
for IPV4, still DHCP on IPV6.

I still the same problem I always had since 7.6.03 (on a simpler machine)
which is this:

ARS starts up, loads all workflow, forms etc but never opens the listen port
and hangs in the starting state.  It looks like AR Escalator is working as
are all other internal threads.  No activity in the process.  The service
then hangs in the Starting state and AR monitor (of-course) complains.

I have tried this on Oracle with 7.6.03 and the same problem (just ARS no
ITSM).

Anyone have any clue as to what I can do?

Cheers

Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 171 380 2329    GMT + 1 + [ DST ]
Email:   Ben.Chernys _AT_ softwaretoolhouse.com
Web: www.softwaretoolhouse.com


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arslist

[John Baker]

I really wish I could use an email client :) 

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arslist

[John Baker]

http://www.javasystemsolutions.com/arslist/view/89044065

Over to you :)
-- 
John Baker, Web Technologies Consultant / SSO Support.
http://www.javasystemsolutions.com
+44 77 3639 3822

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Can't hit return key from Mid-Tier login page

[John Baker]

Dan

This hasn't got anything to do with forms; it's a Javascript error in the login 
page. Send (email) me your login.jsp and login_common.jsp. They are in the Mid 
Tier shared directory.


John

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Re: Issues with 7.6.03 & 7.6.04 install

[Grooms, Frederick W]

Have you also tried putting the server in the Hosts file at 
%SystemRoot%\System32\Drivers\etc\hosts

i.e. 
127.0.0.1localhost
192.168.1.1  aralias aralias.domain.com servername servername.domain.com

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ben Chernys
Sent: Thursday, December 22, 2011 11:43 AM
To: arslist@ARSLIST.ORG
Subject: Issues with 7.6.03 & 7.6.04 install

** 

Hi Folks,

Season's greetings to all.

I'm at a bit of a loss here.

Environment:  Win R2 2008 x64 Server Enterprise on VM Workstation with 8Gb; MS 
SQL 2008 Server

ITSM pre-configurered stack installer.

I noticed that there is a new requirement that the "AR Alias Name be in a DNS 
server" (and after troubleshooting this many many times), so I added to the Win 
Server the DSN server, as well as a Domain server, fixed the SQL server 
authentication etc.  I have a static IP on a VMWare bridged interface for IPV4, 
still DHCP on IPV6.

I still the same problem I always had since 7.6.03 (on a simpler machine) which 
is this:

ARS starts up, loads all workflow, forms etc but never opens the listen port 
and hangs in the starting state.  It looks like AR Escalator is working as are 
all other internal threads.  No activity in the process.  The service then 
hangs in the Starting state and AR monitor (of-course) complains.

I have tried this on Oracle with 7.6.03 and the same problem (just ARS no ITSM).

Anyone have any clue as to what I can do?

Cheers

Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 171 380 2329    GMT + 1 + [ DST ]
Email:   Ben.Chernys _AT_ softwaretoolhouse.com
Web: www.softwaretoolhouse.com

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Issues with 7.6.03 & 7.6.04 install

[Ben Chernys]

 

Hi Folks,

 

Season's greetings to all.

 

I'm at a bit of a loss here.

 

Environment:  Win R2 2008 x64 Server Enterprise on VM Workstation with 8Gb;
MS SQL 2008 Server

 

ITSM pre-configurered stack installer.

 

I noticed that there is a new requirement that the "AR Alias Name be in a
DNS server" (and after troubleshooting this many many times), so I added to
the Win Server the DSN server, as well as a Domain server, fixed the SQL
server authentication etc.  I have a static IP on a VMWare bridged interface
for IPV4, still DHCP on IPV6.

 

I still the same problem I always had since 7.6.03 (on a simpler machine)
which is this:

 

ARS starts up, loads all workflow, forms etc but never opens the listen port
and hangs in the starting state.  It looks like AR Escalator is working as
are all other internal threads.  No activity in the process.  The service
then hangs in the Starting state and AR monitor (of-course) complains.

 

I have tried this on Oracle with 7.6.03 and the same problem (just ARS no
ITSM).

 

Anyone have any clue as to what I can do?

 

Cheers

 

Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email: Ben.Chernys _AT_
softwaretoolhouse.com
Web:   www.softwaretoolhouse.com

Check out Software Tool House's free Diary Editor.

Meta-Update, our premium ARS Data tool, lets you automate 
your imports, migrations, in no time at all, without programming, 
without staging forms, without merge workflow. 
  http://www.softwaretoolhouse.com/  

 


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Re: AREA LDAP logging question

[JD Hood]

I did that, but no joy - I still get the same two lines (re: AREA) out of
about 730 total log lines.

-JDH


On Thu, Dec 22, 2011 at 3:13 AM, John Baker
wrote:

> JD
>
> Set the Plugin-Log-Level to 100 in ar.cfg. That should give you much
> more logging.
>
>
> John
>
>
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Re: Can't hit return key from Mid-Tier login page

[Dan]

We are currently on 7.6.04 ar server and mid-tier.
We have not done any modifications to the base forms.   This is
basically a new install on a development network in preparation to
upgrade our production server.

On Dec 22, 11:04 am, John Baker 
wrote:
> Hello
>
> You'd need to tell us which version of MT you are using but I'm
> surprised the login page contains a javascript error. I've checked a
> copy of 7.5 and the error is probably coming from login_common.jsp,
> because there is no JS on line 213 in login.jsp.
>
> However, there is also nothing on line 213 of login_common.jsp, but that
> may be IE lieing about the line number (it used to get it wrong by 1).
>
> So line 212 is as follows:
>
> this.document.loginForm.auth.onkeypass= doSubmit;
>
> which suggest the auth field has disappeared from your login form. If
> you removed it, stick an if statement around the above:
>
> if (this.document.loginForm.auth!=null)
>
> If this isn't correct, paste the lines around 213 in both JSPs.
>
> John
> --
> SSO Plugin for BMChttp://www.javasystemsolutions.com/jss/ssoplugin
>
> ___
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Re: Can't hit return key from Mid-Tier login page

[John Sundberg]

John - you provide great answers.

Keep it up :)

-John

On Thu, Dec 22, 2011 at 10:04 AM, John Baker  wrote:

> Hello
>
> You'd need to tell us which version of MT you are using but I'm
> surprised the login page contains a javascript error. I've checked a
> copy of 7.5 and the error is probably coming from login_common.jsp,
> because there is no JS on line 213 in login.jsp.
>
> However, there is also nothing on line 213 of login_common.jsp, but that
> may be IE lieing about the line number (it used to get it wrong by 1).
>
> So line 212 is as follows:
>
> this.document.loginForm.auth.onkeypass= doSubmit;
>
> which suggest the auth field has disappeared from your login form. If
> you removed it, stick an if statement around the above:
>
> if (this.document.loginForm.auth!=null)
>
> If this isn't correct, paste the lines around 213 in both JSPs.
>
>
> John
> --
> SSO Plugin for BMC
> http://www.javasystemsolutions.com/jss/ssoplugin
>
>
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>



-- 
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com

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Re: Help with missing fields

[jham36]

Are these new fields that were added to the external data store after you 
first setup the exchange?  If so, remedy does not know these exist.  You 
need to run an executable from the server in order to update remedy with 
these fields.
Check the documentation for rlohelper.exe  There may be 
different executables for SQL and Oracle databases.
I created a bat file on my server for this with prompts for database name, 
login, table, etc.

James

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User tool vs. MidTier - splitting user and admin menus

[Logan, Kelly]

Has anyone else made a more admin-friendly User tool homepage?

I just opened my 7.6.4 User tool to do work with Data Load Console, and I 
thought again that it would be much easier if I cleared out the Quick Links for 
all of the objects that are no longer functional in the User tool and added 
some links for the common tasks I performing as an administrator.  The trick to 
this is that I only want this version to show when I sign in with the User 
tool.  (And I'd like to do the opposite when I'm on the Midtier - show the 
'user' links and hide the admin links.)

Here's what I've thought of so far:


-  Separate admin and user accounts (klogan and adm-klogan, say) - I 
could add the new admin task links (and they would display automatically and 
only for admins).  I will no longer see admin links when I sign in to the 
Midtier with a non-admin account, but all of the regular forms will still list 
(as I'll need permissions to them to administrate) when I sign in to the User 
tool with the admin account.

-  Create a separate home page - This might be easier with separate 
accounts as well, as I could set the admin account to the new home page in User 
Preferences.  If I did this, is there a way to change which Quick Links are 
displayed for a unique home page while still keeping the list dynamic?

Any other ideas?  I haven't worked with the Quick Links much, so there may be 
some obvious Entry Point functionalities I'm missing.


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

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

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Re: How do I force a filter to only happen after save? i.e. phase 3 ....

[Logan, Kelly]

It sounds like this (and ARSmarts') answer is essentially creating your own 
CAI:Events system.  Rather than adding another form and workflow to be 
maintained, could you just use then event engine already there?


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

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

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solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Babineau, Robert
Sent: Monday, December 19, 2011 12:21 PM
To: arslist@ARSLIST.ORG
Subject: FW: How do I force a filter to only happen after save? i.e. phase 3 


**
So, not knowing all the workflow in your process, I can't recommend anything to 
change to make it work with phase 1 and phase 2 processing, so I'll answer your 
question directly.

There is no filter phase override to make them run in phase 3 (only phase 1).  
However, the following actions do occur in phase 3:  Notify, Run Process, and 
DSO.  The run process includes external and internal run process directives.  
We had a similar issue with phase processing that was addressed with a temp 
form and 2 filters.  Here is what we did:

1)  Create a temp form (called whatever) and create 1 filter that runs on 
"Submit" that does a "Run Process" action of "Application-Delete-Entry $SCHEMA$ 
$1$" (remember you may need to put the $SHEMA$ keyword in quotations if your 
form name has spaces in it).

2)  Create a 2nd filter on the temp form that runs on "Delete" which does a 
push to the form you need processing on phase 3 to occur.

So, if you follow the flow, you get:

1)  Push from Form A to Form B and Temp for (i.e. 2 push actions).

2)  All workflow for phase 2 runs on form B.

3)  Phase 3 processing kicks off (i.e. the run process) and deletes the 
entry on the Temp Form which triggers the update to Form B (simulating a Phase 
3 update).

Now, you'll also need to remember that because you are doing 2 pushes to Form B 
(one from Form A and one from the Temp Form), you need to disable any workflow 
processing from the 1st push (i.e. form A).  This is accomplished by pushing a 
special keyword or possibly a status value to form B in the 1st push that 
triggers a "Goto" action on Form B to jump to 1001 (i.e. jump over all workflow 
execution).  That way you don't get workflow firing twice on one update.

One other thing to note is that because the 2nd push is executed from a 
"delete" action, you don't get any feedback (i.e. messages) published back to 
the end user (if you have any).  You can get around this by creating an "After 
Modify/After Submit" active link that possibly reads the result message from 
Form B.  You'd have to store the message on Form B somewhere in a field.

Hope this is the kind of answers you were looking for.

Robert Babineau, P.Eng.
Bell Aliant
robert.babin...@bellaliant.ca

From: Garrison, Sean (Norcross) [mailto:sean.garri...@fiserv.com]
Sent: December 16, 2011 3:14 PM
Subject: How do I force a filter to only happen after save? i.e. phase 3 

**
I have a workaround for this but I don't really like it.  But here is the 
problem I am trying to solve:

We have a custom crm app that contains people and clients.  I am trying to 
trigger an event for each client related to a person whenever a field is 
changed on the people record.  I have set up a filter that does a push fields 
to a temp field on a join form to fire the workflow.

Here is what is happening:


1.I change the person's last name.

2.   Filter processing begins and filters fire.

3.   Filter processing phase 2 begins.

4.   I do a push fields to a join form to trigger the event.

5.   Filter processing phase 3 begins.

 Checking 
"CKFR:DM:People-on_Submit/Modify-990-PushContactChangesToPeople-Assn_Join~!" 
(990)
--> Passed -- perform actions
0: Push Fields -> "CKFR:DM:People-Assn_Join"


Even though I changed the name from "Smith" to "Jones" in my event I get 
"Smith" because the processing was done in phase 2.  I am not pushing the "Last 
Name" field to the join form because it already has it (that's why I created 
the join in the first place).  In addition because the "Jones" is in 
transaction it is not committed in the db yet.  I have a workaround but for the 
sake of learning was wondering if anyone has run into this before and what I 
could do to resolve it.

I have tried the following options:


1.Put a ~! At the end of the filter name.

2.   U

Can't hit return key from Mid-Tier login page

[John Baker]

Hello

You'd need to tell us which version of MT you are using but I'm
surprised the login page contains a javascript error. I've checked a
copy of 7.5 and the error is probably coming from login_common.jsp,
because there is no JS on line 213 in login.jsp. 

However, there is also nothing on line 213 of login_common.jsp, but that
may be IE lieing about the line number (it used to get it wrong by 1).

So line 212 is as follows:

this.document.loginForm.auth.onkeypass= doSubmit;

which suggest the auth field has disappeared from your login form. If
you removed it, stick an if statement around the above:

if (this.document.loginForm.auth!=null)

If this isn't correct, paste the lines around 213 in both JSPs.


John
-- 
SSO Plugin for BMC
http://www.javasystemsolutions.com/jss/ssoplugin

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Can't hit return key from Mid-Tier login page

[Dan]

When I go to the mid-tier login page and type in my credentials and
hit return i get nothing.  If I click on the login button it logs me
in with no problem.   I am getting the following error when I load the
page.


'null' is null or not an object
login.jsp
Code:0
line:213
Char: 2
URI: https:///login.jsp


We are using IE 8.

On my system I also have Mozilla and this function works from Mozilla
but we need it to work in IE.


Any suggestions/comments/

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Re: Mid-Tier Reporting ITSP

[Coleman, Gavin]

No - no Crystal reports on the web. It's simply an .arr report. It's a small 
one as well. Only 16 fields are being reported on.

Submitter
Incident Number
Status
Submit Date
Last Resolved Date
Target Resolution Date
Assigned Group
Assignee
Service Categorization Tier 1
Service Categorization Tier 2
Service Categorization Tier 3
First Name
Last Name
Description
Resolution
Details

Thanks,

Gavin Coleman
Senior Analyst/Programmer 
Computacenter (UK) Ltd
Services & Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662
E: gavin.cole...@computacenter.com
W: www.computacenter.com 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: 22 December 2011 13:53
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier Reporting ITSP

What type of report are they trying to run?  If it is a Crystal Reports report 
then where is the Crystal Reports server located?

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Coleman, Gavin
Sent: Thursday, December 22, 2011 4:26 AM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier Reporting ITSP

** 
Hi List - first of all Merry Christmas to you all!

I have an issue with reporting on ITSP Mid-Tier. Our users log into the 
Mid-Tier, open up the HPD:Help Desk form and run a search. We have limited 
search results to 1000 records. When their results are returned, they click on 
the Select All Button and then the Report Button just underneath the results 
set. This brings up the ReportSelection Dialog Box. They select a report and 
then press the Run Button.

When this happens, they often get a response message:Type text or a website 
address or translate a document.
Cancel
German to English translation
responres

HTTP Error 500 server is not responding

My questions are:

Why would this be occurring? If the mid-tier can return 1000 records with no 
bother, why can't it report on 1000 records?
Where can I look to see why this is happening (log files, servlet exec? Etc)

We are running 

Remedy 6.3 patch 24 - (One Admin server, Two user servers in a server group, 
Load Balanced)
Mid-Tier 6.03.00 patch 022 - Microsoft-IIS/6.0 ServletExecAS/5.0 - (4 
Mid-Tiers, Load Balanced)
Oracle 9.2.0.6.0

Any help is appreciated..!

Thanks,


Gavin Coleman
Senior Analyst/Programmer 
Computacenter (UK) Ltd
Services & Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662
E: gavin.cole...@computacenter.com
W: www.computacenter.com 

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**
COMPUTACENTER PLC is registered in England and Wales with the registered number 
03110569.  Its registered office is at Hatfield Business Park, Hatfield Avenue, 
Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (UK) Limited is registered in England and Wales with the 
registered number 01584718.  Its registered office is at Hatfield Business 
Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the 
registered number 3434654. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (FMS) Limited is registered in England and Wales with the 
registered number 3798091. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW

The contents of this email are intended for the named addressee only.
It contains information which may be confidential and which may also be 
privileged.
Unless you are the named addressee (or authorised to receive mail for the 
addressee) you may not copy or use it, or disclose it to anyone else.
If you receive it in error please notify us immediately and then destroy it.
Computacenter information is available from: http://www.computacenter.com
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Re: Mid-Tier Reporting ITSP

[Grooms, Frederick W]

What type of report are they trying to run?  If it is a Crystal Reports report 
then where is the Crystal Reports server located?

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Coleman, Gavin
Sent: Thursday, December 22, 2011 4:26 AM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier Reporting ITSP

** 
Hi List - first of all Merry Christmas to you all!

I have an issue with reporting on ITSP Mid-Tier. Our users log into the 
Mid-Tier, open up the HPD:Help Desk form and run a search. We have limited 
search results to 1000 records. When their results are returned, they click on 
the Select All Button and then the Report Button just underneath the results 
set. This brings up the ReportSelection Dialog Box. They select a report and 
then press the Run Button.

When this happens, they often get a response message:Type text or a website 
address or translate a document.
Cancel
German to English translation
responres

HTTP Error 500 server is not responding

My questions are:

Why would this be occurring? If the mid-tier can return 1000 records with no 
bother, why can't it report on 1000 records?
Where can I look to see why this is happening (log files, servlet exec? Etc)

We are running 

Remedy 6.3 patch 24 - (One Admin server, Two user servers in a server group, 
Load Balanced)
Mid-Tier 6.03.00 patch 022 - Microsoft-IIS/6.0 ServletExecAS/5.0 - (4 
Mid-Tiers, Load Balanced)
Oracle 9.2.0.6.0

Any help is appreciated..!

Thanks,


Gavin Coleman
Senior Analyst/Programmer 
Computacenter (UK) Ltd
Services & Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662
E: gavin.cole...@computacenter.com
W: www.computacenter.com 

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Re: Using the READ_COMMITTED_SNAPSHOT database option on ARS Database

[Jiri Pospisil]

Todd,

We are on 7.6.03 and MS SQL 2005.
This version of the database has some kind of obscure bug which only becomes 
apparent with the READ_COMMITTED_SNAPSHOT on.
What happens is that under certain conditions the SQL generated by AR Server 
generates a deadlock and one of DB sessions is killed by the SQL server. AR 
Server, however, does not realise the session was killed and keeps sending SQL 
commands down that connection.
As it is not getting anything back, users start getting random "Entry does not 
exist" error messages (depending on which thread/session AR Server decides to 
use to serve the SQL command).
After weeks of investigating, our DBA narrowed down the issue to the afore 
mentioned bug and the only solution was to disable the READ_COMMITTED_SNAPSHOT 
option (or upgrade to MS SQL 2008).
Could all have been specific to our environment, but it is something to keep an 
eye on if you go for this setting in production.

Regards
Jiri Pospisil
LCH Clearnet


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: 20 December 2011 17:39
To: arslist@ARSLIST.ORG
Subject: Using the READ_COMMITTED_SNAPSHOT database option on ARS Database

**
We are looking at enabling the READ_COMMITTED_SNAPSHOT database option to ON 
for AR System database per the recommendations in the Performance Tuning for 
Business Service Management white paper from BMC.  I am curious if others are 
using this option and if it caused any issues after you enabled it? Any 
information you can share on how you sized your tempDB or other helpful tips is 
greatly appreciated.

We turned the option on in our development environment and it seemed to work 
for about a week until the drive that housed the tempDB filled up and shut down 
the SQL server.  An additional 10 GB of storage was added and it filled up 
within 2 hours.

Our ARS DB is 57 GB
The tempDB had 23 GB at first and an additional 10 GB was added.  According to 
our DBA, this should be more than enough space to handle the setting.

The SQL server that houses the ARS DB also include 55 other "test" DB, so I am 
not convinced that Remedy is the cause of the tempDB filling up.

ARS 7.5
MSSQL 2005

Thanks,
Todd Arner
Great Lakes




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de Compensation conformé

Re: Mid-Tier Reporting ITSP

[Coleman, Gavin]

Arrrg! MERRY CHRISTMASNearly time for my Christmas holiday...!

Gavin Coleman
Senior Analyst/Programmer
Computacenter (UK) Ltd
Services & Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662
E: gavin.cole...@computacenter.com
W: www.computacenter.com

From: Coleman, Gavin
Sent: 22 December 2011 10:26
To: 'arslist@ARSLIST.ORG'
Subject: Mid-Tier Reporting ITSP

Hi List - first of all Marry Christmas to you all!

I have an issue with reporting on ITSP Mid-Tier. Our users log into the 
Mid-Tier, open up the HPD:Help Desk form and run a search. We have limited 
search results to 1000 records. When their results are returned, they click on 
the Select All Button and then the Report Button just underneath the results 
set. This brings up the ReportSelection Dialog Box. They select a report and 
then press the Run Button.

When this happens, they often get a response message:Type text or a website 
address or translate a document.
Cancel
German to English translation
responres

HTTP Error 500 server is not responding

My questions are:

Why would this be occurring? If the mid-tier can return 1000 records with no 
bother, why can't it report on 1000 records?
Where can I look to see why this is happening (log files, servlet exec? Etc)

We are running

Remedy 6.3 patch 24 - (One Admin server, Two user servers in a server group, 
Load Balanced)
Mid-Tier 6.03.00 patch 022 - Microsoft-IIS/6.0 ServletExecAS/5.0 - (4 
Mid-Tiers, Load Balanced)
Oracle 9.2.0.6.0

Any help is appreciated..!

Thanks,


Gavin Coleman
Senior Analyst/Programmer
Computacenter (UK) Ltd
Services & Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662
E: gavin.cole...@computacenter.com
W: www.computacenter.com



**
COMPUTACENTER PLC is registered in England and Wales with the registered number 
03110569.  Its registered office is at Hatfield Business Park, Hatfield Avenue, 
Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (UK) Limited is registered in England and Wales with the 
registered number 01584718.  Its registered office is at Hatfield Business 
Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the 
registered number 3434654. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (FMS) Limited is registered in England and Wales with the 
registered number 3798091. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW

The contents of this email are intended for the named addressee only.
It contains information which may be confidential and which may also be 
privileged.
Unless you are the named addressee (or authorised to receive mail for the 
addressee) you may not copy or use it, or disclose it to anyone else.
If you receive it in error please notify us immediately and then destroy it.
Computacenter information is available from: http://www.computacenter.com
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Mid-Tier Reporting ITSP

[Coleman, Gavin]

Hi List - first of all Marry Christmas to you all!

I have an issue with reporting on ITSP Mid-Tier. Our users log into the 
Mid-Tier, open up the HPD:Help Desk form and run a search. We have limited 
search results to 1000 records. When their results are returned, they click on 
the Select All Button and then the Report Button just underneath the results 
set. This brings up the ReportSelection Dialog Box. They select a report and 
then press the Run Button.

When this happens, they often get a response message:Type text or a website 
address or translate a document.
Cancel
German to English translation
responres

HTTP Error 500 server is not responding

My questions are:

Why would this be occurring? If the mid-tier can return 1000 records with no 
bother, why can't it report on 1000 records?
Where can I look to see why this is happening (log files, servlet exec? Etc)

We are running

Remedy 6.3 patch 24 - (One Admin server, Two user servers in a server group, 
Load Balanced)
Mid-Tier 6.03.00 patch 022 - Microsoft-IIS/6.0 ServletExecAS/5.0 - (4 
Mid-Tiers, Load Balanced)
Oracle 9.2.0.6.0

Any help is appreciated..!

Thanks,


Gavin Coleman
Senior Analyst/Programmer
Computacenter (UK) Ltd
Services & Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662
E: gavin.cole...@computacenter.com
W: www.computacenter.com



**
COMPUTACENTER PLC is registered in England and Wales with the registered number 
03110569.  Its registered office is at Hatfield Business Park, Hatfield Avenue, 
Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (UK) Limited is registered in England and Wales with the 
registered number 01584718.  Its registered office is at Hatfield Business 
Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the 
registered number 3434654. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (FMS) Limited is registered in England and Wales with the 
registered number 3798091. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW

The contents of this email are intended for the named addressee only.
It contains information which may be confidential and which may also be 
privileged.
Unless you are the named addressee (or authorised to receive mail for the 
addressee) you may not copy or use it, or disclose it to anyone else.
If you receive it in error please notify us immediately and then destroy it.
Computacenter information is available from: http://www.computacenter.com
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AREA LDAP logging question

[John Baker]

JD

Set the Plugin-Log-Level to 100 in ar.cfg. That should give you much
more logging.


John

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