Faulting module name: MSVCR90.dll, in cmdb 7.6.03

[Mahendra Mahalkar]

Hi Listers,

When running the CMDB2ASSET nothing happens and an error is shown in the
event viewer. """ Faulting application name: arcmdbd.exe, version: 7.6.3.0,
time stamp: 0x4c6517b6

Faulting module name: MSVCR90.dll, version: 9.0.30729.4926, time stamp:
0x4a1750b0
Exception code: 0xc417""". Also, the CMDBSyncronizeUI*.log is blank
ARS -- 7.6.03
CMDB -- 7.6.03
Windows Server 2008 R2
Any guess?


 **
*Regards,*
*Mahendra Mahalkar
*

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Re: Faulting module name: MSVCR90.dll, in cmdb 7.6.03

[IT (Amanullah Bashir Ahmed)]

Hi Mahendra,
CMDB version you have put wrongly, please rectify it.


Thanks & Regards

Amanullah

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mahendra Mahalkar
Sent: Wednesday, February 08, 2012 2:21 PM
To: arslist@ARSLIST.ORG
Subject: Faulting module name: MSVCR90.dll, in cmdb 7.6.03

**
Hi Listers,

When running the CMDB2ASSET nothing happens and an error is shown in the event 
viewer. """ Faulting application name: arcmdbd.exe, version: 7.6.3.0, time 
stamp: 0x4c6517b6

Faulting module name: MSVCR90.dll, version: 9.0.30729.4926, time stamp: 
0x4a1750b0
Exception code: 0xc417""". Also, the CMDBSyncronizeUI*.log is blank
ARS -- 7.6.03
CMDB -- 7.6.03
Windows Server 2008 R2
Any guess?



Regards,
Mahendra Mahalkar

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

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Re: Faulting module name: MSVCR90.dll, in cmdb 7.6.03

[Mahendra Mahalkar]

Hi Ahmad,
Thanks for very quick reply.
>From where I can rectify this version? As far as I know it can be rectified
from SHR:Application_Propoerties. But in this form version is right as
7.6.03. Can you advice me where should I look for version additionaly.




 **
**
**
*Regards,*
*Mahendra Mahalkar
*



On Wed, Feb 8, 2012 at 2:37 PM, IT (Amanullah Bashir Ahmed) <
ahmed...@emiratesnbd.com> wrote:

> **
>
> Hi Mahendra,
>
> CMDB version you have put wrongly, please rectify it.
>
> ** **
>
> ** **
>
> Thanks & Regards
>
> ** **
>
> Amanullah
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Mahendra Mahalkar
> *Sent:* Wednesday, February 08, 2012 2:21 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Faulting module name: MSVCR90.dll, in cmdb 7.6.03
>
> ** **
>
> ** 
>
> Hi Listers,
>
> When running the CMDB2ASSET nothing happens and an error is shown in the
> event viewer. """ Faulting application name: arcmdbd.exe, version: 7.6.3.0,
> time stamp: 0x4c6517b6
>
> Faulting module name: MSVCR90.dll, version: 9.0.30729.4926, time stamp:
> 0x4a1750b0
>
> Exception code: 0xc417""". Also, the CMDBSyncronizeUI*.log is blank***
> *
>
> ARS -- 7.6.03
>
> CMDB -- 7.6.03
>
> Windows Server 2008 R2
>
> Any guess?
>
>  
>
>  
>
>  
>
> *Regards,*
>
> *Mahendra Mahalkar** *
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
> Click here  to
> report this email as spam.
>
>
> DISCLAIMER:"This e-mail message including any of its attachments is
> intended solely for the addressee(s) and may contain privileged
> information. If you are not the addressee or you have received this email
> message in error, please notify the sender who will remove your details
> from its database. You are not authorized to read, copy, disseminate,
> distribute or use this e-mail message or any attachment to it in any manner
> and must delete the email and destroy any hard copies of it. This e-mail
> message does not contain financial instructions or commitments of any kind.
> Any views expressed in this message are those of the individual sender and
> do not necessarily reflect the views of Emirates NBD PJSC, or any other
> related subsidiaries, entities or persons."
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: BMC Analytics

[Jose Huerta]

I recommend you to go to the query that throws the error and get the SQL.
The go to Oracle and try it. Oracle provides more information than BOXI

El miércoles 8 de febrero de 2012, Karen Grobler 
escribió:
> Hi,
>
> I need a Analytics expert ;-)
>
>
> AR System 7.5
> Analytics version : 2..5
>  When creating a custom report  and i use LOV to pick from the system
that error( Oracle error "ORA-00904: Invalid identifier".) pops up, but
they Typed entries work for pulling data
>
> Any suggestions
>
>
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-- 

Jose M. Huerta
Project Manager**

Movil: 661 665 088

Telf.: 971 75 03 24

Fax: 971 75 07 94



SM2 Baleares S.A.
C/Rita Levi 

Edificio SM2 Parc Bit

07121 Palma de Mallorca

  
  
 

La información contenida en este mensaje de correo electrónico es
confidencial. La misma, es enviada con la intención de que únicamente sea
leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje
por otras personas no está autorizado, por lo que en tal caso, le rogamos
que nos lo comunique por la misma vía, se abstenga de realizar copias del
mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de
inmediato.

P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es
necesario.

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<><><><>

Re: Case sentive In ITSM problem management

[Jose Huerta]

In this post I cover how to turn the oracle database to case insensitive
recreating all indexes.

http://theremedyforit.com/2011/12/case-insensitive-in-remedy/

The result in our case, in performance term is:

 - Searches involving an indexed field -> Same performance as case
sensitive.
 - Searches involving a non indexed field -> Performance degraded 10 % - 40
%.
 - Database size increase by 10 % - 20 %
 - Insert performance degraded theoretically (we are sure that it is
degraded, but the response time of our Oracle server remains equal).

Regards,

Jose M. Huerta
Project Manager**

Movil: 661 665 088

Telf.: 971 75 03 24

Fax: 971 75 07 94

 

SM2 Baleares S.A.
C/Rita Levi 

Edificio SM2 Parc Bit

07121 Palma de Mallorca

  
  
 

La información contenida en este mensaje de correo electrónico es
confidencial. La misma, es enviada con la intención de que únicamente sea
leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje
por otras personas no está autorizado, por lo que en tal caso, le rogamos
que nos lo comunique por la misma vía, se abstenga de realizar copias del
mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de
inmediato.

P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es
necesario.



On Tue, Feb 7, 2012 at 17:09, patchsk  wrote:

> **
> Yes checking with the BMC account manager is the preferred method.
> Thanks Nathan for correcting it.
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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<><><><>

Re: Import .csv with duplicates to AR Form via AIE

[Chuck]

Since you can't alter the source of the CSV.
How about a Script (Perl Script is my favorite) that runs to insert
unique keys prior to slurping the data with AIE?
OR a small little java api program that can run to insert the Data
into your forms, an api program won't care about unique keys.

On Feb 7, 6:19 pm, strauss  wrote:
> Off the wall - our AIE implementation for CTM:People gets updates from LDAP 
> into a separate SQL Server db all day (and night) as changes post in 
> PeopleSoft.  When things are popping (student registration and new employee 
> hires at the beginning of each semester), there may be many updates to the 
> same person's record over several hours, sometimes within the AIE processing 
> cycle of 1 hour.  They are transparent to AIE because the duplicate updates 
> post to a single record in the SQL Server table and AIE only sees one record 
> with an update flag.  AIE then pushes to a custom form like you described, 
> updating or creating records as appropriate.  You may need to use an external 
> db table that you can push your .csv file through in order to combine the 
> duplicate entries into a single row.
>
> Just an idea; for scale, we currently maintain over 297,000 records this way 
> (external SQL table -> custom form -> CTM:People/User/CTM:People Permission 
> Groups).
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Centerhttp://itsm.unt.edu/
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Nathan Aker
> Sent: Thursday, February 02, 2012 8:46 AM
> To: arsl...@arslist.org
> Subject: Import .csv with duplicates to AR Form via AIE
>
> **
> Greetings Listers, I'm stuck on an AIE limitation that I can't seem to get 
> around.  I want to do a nightly file import from a .csv file to a target 
> custom AR form.  Problem is the .csv file contains duplicate entries and 
> there is no way to get a completely unique key (even using a composite key 
> from multiple columns in the .csv file).  After much testing, frustration, 
> and retesting I have found that AIE cannot (successfully) import from a .csv 
> file without a unique key.  Period.  It's not that it simply will overwrite 
> records where duplicates are encountered, it gets completely confused on the 
> number of records to import and only processes approx. 1/3 of the total data. 
>  I've tried every combination of configurations/queries/keys in the AIE 
> mapping and exchange entries.
>
> For reasons I won't detail, I don't have the option of altering the source of 
> the .csv file to insert a unique ID or to filter duplicates out.
>
> I'm racking my brain to figure out some script or batch file I can create to 
> run prior to the exchange which inserts a unique column (a counter basically) 
> into the .csv file so that AIE can import it.  I've validated that I can 
> manually add a unique column to the .csv and everything imports as expected.
>
> Anyone have a clever way to insert a unique column to a .csv file 
> programmatically, or a way to get Remedy to import a .csv nightly which 
> contains non-unique data?  I'm trying to avoid a less desireable solution 
> involving running the import tool from workflow as I believe it would require 
> me to pass Admin credentials in the command line to run the import tool.  The 
> security implications there concern me.
>
> Thanks.  Nate.
>
> Nathan Aker
> ITSM Solution Architect
>
> McAfee, Inc.
> 5000 Headquarters Drive
> Plano, TX 75024
>
> _attend WWRUG12www.wwrug.com ARSlist: "Where the 
> Answers Are"_
>
> ___­
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Re: Case sentive In ITSM problem management

[Rod Harris]

Hi Jose,

You are right in saying that Remedy defaults to case sensitive indexes for
Oracle and to avoid performance issues when case insensitive you must
maintain case insensitive indexes outside of Dev Studio/Remedy.

Likewise I agree that performance on indexed queries will be
indistinguishable between the two sensitive/insensitive if the index is
used.

I'm interested in the reasons why you're quoting a large increase in
database size and decrease in performance on non indexed queries. Is it
because in your technique you are recommending duplicating indexes, one for
each mode?

I'm also interested in your statement that the insensitive indexes become
corrupt over time.

For Remedy it only does inserts/deletes one database row at a time so it is
difficult to see any performance differences in these operations so it
should rarely be a consideration.

Rod Harris



On 8 February 2012 19:34, Jose Huerta  wrote:

> ** In this post I cover how to turn the oracle database to case
> insensitive recreating all indexes.
>
> http://theremedyforit.com/2011/12/case-insensitive-in-remedy/
>
> The result in our case, in performance term is:
>
>  - Searches involving an indexed field -> Same performance as case
> sensitive.
>  - Searches involving a non indexed field -> Performance degraded 10 % -
> 40 %.
>  - Database size increase by 10 % - 20 %
>  - Insert performance degraded theoretically (we are sure that it is
> degraded, but the response time of our Oracle server remains equal).
>
> Regards,
>
> Jose M. Huerta
> Project Manager**
>
> Movil: 661 665 088
>
> Telf.: 971 75 03 24
>
> Fax: 971 75 07 94
>
>  
>
> SM2 Baleares S.A.
> C/Rita Levi 
>
> Edificio SM2 Parc Bit
>
> 07121 Palma de Mallorca
>
>   
> 
>  
>
> La información contenida en este mensaje de correo electrónico es
> confidencial. La misma, es enviada con la intención de que únicamente sea
> leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje
> por otras personas no está autorizado, por lo que en tal caso, le rogamos
> que nos lo comunique por la misma vía, se abstenga de realizar copias del
> mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de
> inmediato.
>
> P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es
> necesario.
>
>
>
> On Tue, Feb 7, 2012 at 17:09, patchsk  wrote:
>
>> **
>> Yes checking with the BMC account manager is the preferred method.
>> Thanks Nathan for correcting it.
>> _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: Case sentive In ITSM problem management

[Jose Huerta]

Indexes in remedy are mainly text indexes. Normally other applications
index keys (primary and foreign) and search fields. Since in Remedy keys
are text based, almost all indexes are text based.
With my script I duplicate only text based indexes (no date or number).
 But this means almost all indexes.

I recommend to not delete case sensitive indexes by three reasons:

1.- Indexes are maintained by ARS. I always try to not touch the ARS
managed objects, since it is unsupported.
2.- I maintain an easy rollback by turning off the login trigger. It is
unsupported, so it can come the day when something goes wrong and it is
beacuse of the case insensitive mode.
3.- Some apps (like SQL Developer, BI, or others) can connect to the
database and force a sort-where mode. If they force the case sensitive
mode, all case insensitive indexes will be useless.

Since we have a lot of indexes in Remedy and almost all are duplicated this
means an increase in database size.

Non indexed queries run slower. I think that this is because the system
must apply the conversion function to all registers at the table to perform
the comparison. And this is an extra load. The fact is that if a search
cost 10 seconds, with case insensitive costs 12 seconds. But this applies
only to non-indexed. Our DBA scans non-indexes queries to look for a
pattern and propose new indexes.

Finally, the oracle index corruption statement: I don't know if index are
corrupted or not. But we experience a problem: After some months, Oracle
don't use case insensitive indexes and starts performing full text scans.
Don't know why. The recommendation from one DBA was to drop and create all
indexes. He talked about "index corruption". I don't know if indexes where
corrupted or not, but dropping and creating them again solved the problem.
So our DBA has a programmed maintenance task of dropping and creating all
indexes each two months.

Regards,


Jose M. Huerta
Project Manager**

Movil: 661 665 088

Telf.: 971 75 03 24

Fax: 971 75 07 94

 

SM2 Baleares S.A.
C/Rita Levi 

Edificio SM2 Parc Bit

07121 Palma de Mallorca

  
  
 

La información contenida en este mensaje de correo electrónico es
confidencial. La misma, es enviada con la intención de que únicamente sea
leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje
por otras personas no está autorizado, por lo que en tal caso, le rogamos
que nos lo comunique por la misma vía, se abstenga de realizar copias del
mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de
inmediato.

P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es
necesario.



On Wed, Feb 8, 2012 at 13:30, Rod Harris  wrote:

> ** Hi Jose,
>
> You are right in saying that Remedy defaults to case sensitive indexes for
> Oracle and to avoid performance issues when case insensitive you must
> maintain case insensitive indexes outside of Dev Studio/Remedy.
>
> Likewise I agree that performance on indexed queries will be
> indistinguishable between the two sensitive/insensitive if the index is
> used.
>
> I'm interested in the reasons why you're quoting a large increase in
> database size and decrease in performance on non indexed queries. Is it
> because in your technique you are recommending duplicating indexes, one for
> each mode?
>
> I'm also interested in your statement that the insensitive indexes become
> corrupt over time.
>
> For Remedy it only does inserts/deletes one database row at a time so it
> is difficult to see any performance differences in these operations so it
> should rarely be a consideration.
>
> Rod Harris
>
>
>
> On 8 February 2012 19:34, Jose Huerta  wrote:
>
>> ** In this post I cover how to turn the oracle database to case
>> insensitive recreating all indexes.
>>
>> http://theremedyforit.com/2011/12/case-insensitive-in-remedy/
>>
>> The result in our case, in performance term is:
>>
>>  - Searches involving an indexed field -> Same performance as case
>> sensitive.
>>  - Searches involving a non indexed field -> Performance degraded 10 % -
>> 40 %.
>>  - Database size increase by 10 % - 20 %
>>  - Insert performance degraded theoretically (we are sure that it is
>> degraded, but the response time of our Oracle server remains equal).
>>
>> Regards,
>>
>> Jose M. Huerta
>> Project Manager**
>>
>> Movil: 661 665 088
>>
>> Telf.: 971 75 03 24
>>
>> Fax: 971 75 07 94
>>
>>  
>>
>> SM2 Baleares S.A.
>> C/Rita Levi 
>>
>> Edificio SM2 Parc Bit
>>
>> 07121 Palma de Mallorca
>>
>>   
>> 
>>  
>>
>> La información contenida en este mensaje de correo electrónico

Re: Case sentive In ITSM problem management

[Rod Harris]

Thanks Jose,

You've answered my questions pretty well.

Rod


On 8 February 2012 20:51, Jose Huerta  wrote:

> ** Indexes in remedy are mainly text indexes. Normally other applications
> index keys (primary and foreign) and search fields. Since in Remedy keys
> are text based, almost all indexes are text based.
> With my script I duplicate only text based indexes (no date or number).
>  But this means almost all indexes.
>
> I recommend to not delete case sensitive indexes by three reasons:
>
> 1.- Indexes are maintained by ARS. I always try to not touch the ARS
> managed objects, since it is unsupported.
> 2.- I maintain an easy rollback by turning off the login trigger. It is
> unsupported, so it can come the day when something goes wrong and it is
> beacuse of the case insensitive mode.
> 3.- Some apps (like SQL Developer, BI, or others) can connect to the
> database and force a sort-where mode. If they force the case sensitive
> mode, all case insensitive indexes will be useless.
>
> Since we have a lot of indexes in Remedy and almost all are duplicated
> this means an increase in database size.
>
> Non indexed queries run slower. I think that this is because the system
> must apply the conversion function to all registers at the table to perform
> the comparison. And this is an extra load. The fact is that if a search
> cost 10 seconds, with case insensitive costs 12 seconds. But this applies
> only to non-indexed. Our DBA scans non-indexes queries to look for a
> pattern and propose new indexes.
>
> Finally, the oracle index corruption statement: I don't know if index are
> corrupted or not. But we experience a problem: After some months, Oracle
> don't use case insensitive indexes and starts performing full text scans.
> Don't know why. The recommendation from one DBA was to drop and create all
> indexes. He talked about "index corruption". I don't know if indexes where
> corrupted or not, but dropping and creating them again solved the problem.
> So our DBA has a programmed maintenance task of dropping and creating all
> indexes each two months.
>
> Regards,
>
>
> Jose M. Huerta
> Project Manager**
>
> Movil: 661 665 088
>
> Telf.: 971 75 03 24
>
> Fax: 971 75 07 94
>
>  
>
> SM2 Baleares S.A.
> C/Rita Levi 
>
> Edificio SM2 Parc Bit
>
> 07121 Palma de Mallorca
>
>   
> 
>  
>
> La información contenida en este mensaje de correo electrónico es
> confidencial. La misma, es enviada con la intención de que únicamente sea
> leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje
> por otras personas no está autorizado, por lo que en tal caso, le rogamos
> que nos lo comunique por la misma vía, se abstenga de realizar copias del
> mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de
> inmediato.
>
> P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es
> necesario.
>
>
>
> On Wed, Feb 8, 2012 at 13:30, Rod Harris  wrote:
>
>> ** Hi Jose,
>>
>>
>> You are right in saying that Remedy defaults to case sensitive indexes
>> for Oracle and to avoid performance issues when case insensitive you must
>> maintain case insensitive indexes outside of Dev Studio/Remedy.
>>
>> Likewise I agree that performance on indexed queries will be
>> indistinguishable between the two sensitive/insensitive if the index is
>> used.
>>
>> I'm interested in the reasons why you're quoting a large increase in
>> database size and decrease in performance on non indexed queries. Is it
>> because in your technique you are recommending duplicating indexes, one for
>> each mode?
>>
>> I'm also interested in your statement that the insensitive indexes become
>> corrupt over time.
>>
>> For Remedy it only does inserts/deletes one database row at a time so it
>> is difficult to see any performance differences in these operations so it
>> should rarely be a consideration.
>>
>> Rod Harris
>>
>>

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Re: SRM Version 7.6.04

[Rod Harris]

Hi Bhupesh,

I don't believe you can change this or many other behaviours on this form.
It is not implemented in Remedy so as a Remedy developer you can't control
it. You do have the option to use an AIF instead however. Whilst this form
is not implemented in Remedy it does read and write to Remedy forms and an
AIF can do pretty much the same thing.

Rod Harris

On 8 February 2012 13:35, Bhupesh Gupta  wrote:

> Is it possible to change the Phone Number and Email Address fields on
> SRS: Service Request Console to Read Only?
>
>
>
> --
> Regards,
> Bhupesh Gupta
>
>
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LOGIN Remedy Application Service (impersonated)

[patrick zandi]

is there a reason for this?  Throw me a bone..

-- 
Patrick Zandi

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Re: LOGIN Remedy Application Service (impersonated)

[Rick Cook]

So an administrator like yourself can log in a another user for testing and
trouble shooting purposes.

Rick
On Feb 8, 2012 8:43 AM, "patrick zandi"  wrote:

> ** is there a reason for this?  Throw me a bone..
>
> --
> Patrick Zandi
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: LOGIN Remedy Application Service (impersonated)

[Misi Mladoniczky]

Hi,

Are we talking about impersonating in general, or impersonating the Remedy
Application Service?

The typical reason for impersonating is when you want to run things with
the permissions of a user, but you do not want to login with that account.
You may not have the password, and you do not want to get problems with
connecting from different machines.

You have to be Admin to impersonate.

I think that Modified By etc will also be that of the impersonated user.

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.

> is there a reason for this?  Throw me a bone..
>
> --
> Patrick Zandi
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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Re: LOGIN Remedy Application Service (impersonated)

[patrick zandi]

But I am seeing  hundreds a second
Admin's are not doing this that I know of .. where is this done..

On Wed, Feb 8, 2012 at 8:45 AM, Rick Cook  wrote:

> **
>
> So an administrator like yourself can log in a another user for testing
> and trouble shooting purposes.
>
> Rick
> On Feb 8, 2012 8:43 AM, "patrick zandi"  wrote:
>
>> ** is there a reason for this?  Throw me a bone..
>>
>> --
>> Patrick Zandi
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Patrick Zandi

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Re: LOGIN Remedy Application Service (impersonated)

[patrick zandi]

2 sides of this coin: when logging / and when doing it.
#1 how do you impersonate
#2 why would RAS impersonate



On Wed, Feb 8, 2012 at 8:48 AM, patrick zandi  wrote:

> But I am seeing  hundreds a second
> Admin's are not doing this that I know of .. where is this done..
>
> On Wed, Feb 8, 2012 at 8:45 AM, Rick Cook  wrote:
>
>> **
>>
>> So an administrator like yourself can log in a another user for testing
>> and trouble shooting purposes.
>>
>> Rick
>> On Feb 8, 2012 8:43 AM, "patrick zandi"  wrote:
>>
>>> ** is there a reason for this?  Throw me a bone..
>>>
>>> --
>>> Patrick Zandi
>>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
>
> --
> Patrick Zandi
>



-- 
Patrick Zandi

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Re: LOGIN Remedy Application Service (impersonated)

[Misi Mladoniczky]

Hi,

It would actually be nice to be able to filter out some Users from the
User-log. I guess this can be done if you are using form-style-logging.

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.

> But I am seeing  hundreds a second
> Admin's are not doing this that I know of .. where is this done..
>
> On Wed, Feb 8, 2012 at 8:45 AM, Rick Cook  wrote:
>
>> **
>>
>> So an administrator like yourself can log in a another user for testing
>> and trouble shooting purposes.
>>
>> Rick
>> On Feb 8, 2012 8:43 AM, "patrick zandi"  wrote:
>>
>>> ** is there a reason for this?  Throw me a bone..
>>>
>>> --
>>> Patrick Zandi
>>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
>
> --
> Patrick Zandi
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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SRM and Approval activity log issue

[Joran, Peter CTR WHS/ITMD/CACI]

All
I am having an issue with the activity log in SRM and Approval Central. If a
user creates a service request and creates an Activity Log entry the entry
is not visible to the approver in Approval Central. The second issue is that
the activity log issue breaks the ability for the approver to request more
information before assigning an approval status. Activity logs created by
the approver in Approval Central are not visible to the service request
submitter. It's interesting that the activity logs are stored in
SRM:WorkInfo for service requests and activity logs for approvals are stored
in AP:Question-Comment-Info. I have also performed the scenario using my
admin account as the service request submitter and approver with the same
result. I've talked with BMC support and activity log entries are visible
for both users in both applications. I was not able to find anything in the
logs and BMC's comparison of their log to our did not show unexpected
differences.

I'm stumped, any ideas?
Pete

In the SRD approval is set to Manager and 1 level

The service request submitter is srmuser.
*   Manager in People is srmusermanager
*   Access Permissions: Unrestricted
*   Application Permissions: Service Request User

srmusermanager
*   Access Permissions: Unrestricted
*   Application Permissions: Service Request User


1.  Srmuser creates service request REQ0580
2.  As srmuser I can create an activity log entry for REQ0580
and it displays when I select the service request from the Submitted Request
table.
3.  Status is Waiting Approval; as expected (will now go to the
srmuser's manager (srmusermanager) for approval.

In the Approval Central Console as srmusermanager.
1.  Service request REQ0580 is displayed in the Pending
Approvals table.
2.  Click the View Details button and click on the Activity Log tab: The
activity log entry created by srmuser is not displayed.
3.  Click the Add button to add an Activity Log entry as srmusermanager:
a.   Type: Question
b.  Question To: srmuser
c.  Question: Mr. srmuser, can you see this activity log entry?
d.  Assignee Group Permission: Public
4.  Click Save and close the window
5.  Click the View Details button to confirm the new activity log entry
saved; it did and is visible.

1.  As srmuser, return to the Submitted Requests table and refresh the
web page
2.  Select request REQ0580 and click the Activity Log Details
button to determine if the activity log entry made by srmusermanager is
there; it is not. Because srmuser cannot see the question posed  by
srmusermanager there can be no response. Also, there is nothing to indicate
that srmuser has a service request that needs attention. When srmuser
selects Show>>Requests Needing Attention no records are displayed.

1.  Back to Approval Central as srmusermanager
2.  Click the Hold button
3.  The record disappears from the Pending approvals table.
4.  Using 'Search mu Approvals' Status = 'More Information' request
REQ0580 is displayed in the search result table and the record
status is "More Information".

1.  Back to Submitted Requests as srmuser
2.  Refresh the page and select request REQ0580
3.  Again, the question posed by srmusermanager in the activity log from
the approval central console is not visible.

1.  Close the browser and com back in as srmuser
2.  The activity log still does not display the question posed by
srmusermanager

The results are the same when using the WUT.





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Re: LOGIN Remedy Application Service (impersonated)

[Misi Mladoniczky]

Hi,

Normal Admin users and the internal BMC Application users can impersonate.

There is a specific API-call to impersonate. Check the C-API guide.

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.

> 2 sides of this coin: when logging / and when doing it.
> #1 how do you impersonate
> #2 why would RAS impersonate
>
>
>
> On Wed, Feb 8, 2012 at 8:48 AM, patrick zandi  wrote:
>
>> But I am seeing  hundreds a second
>> Admin's are not doing this that I know of .. where is this done..
>>
>> On Wed, Feb 8, 2012 at 8:45 AM, Rick Cook  wrote:
>>
>>> **
>>>
>>> So an administrator like yourself can log in a another user for testing
>>> and trouble shooting purposes.
>>>
>>> Rick
>>> On Feb 8, 2012 8:43 AM, "patrick zandi"  wrote:
>>>
 ** is there a reason for this?  Throw me a bone..

 --
 Patrick Zandi
 _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>>
>>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>>
>>
>>
>> --
>> Patrick Zandi
>>
>
>
>
> --
> Patrick Zandi
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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Can anone explain a field id of 0 in TMS:Task on ARGetMultipleEntries?

[Ben Chernys]

Hi Folks,

ARS version: 7.5.00 Patch 002 200906100308 
API version: 7.6.03 running in Windows
ServerSun against Oracle

On only a single form in ITSM 7.6.0, TMS:Task, I do an ARGetMultiple entries
and I consistantly get a field at the end of each record with the field id
'0'  -  zero.

The form has 238 fields (not 239).  This is the only form with this
behaviour in many many forms queried but certainly every form.  This is the
extract from the apires.log file 

   ARGetMultipleEntries results 
Return Code: OK 
Field Value List List: 100 items 
   Field Value List: 239 items 
  Field Value Struct: 
 Field Id: 1 
 Value: (char) TAS00013575 
  Field Value Struct: 
 Field Id: 2 
 Value: (char) Mupdate 
  Field Value Struct: 
 Field Id: 3 
 Value: (timestamp) 1327954959 
  Field Value Struct: 
 Field Id: 4 
 Value: NULL 
. . .   snip   . . . 
  Field Value Struct: 
 Field Id: 0 
 Value: NULL 
   Field Value List: 239 items 
  Field Value Struct: 
 Field Id: 1 

Cheers
Ben Chernys

 


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Re: LOGIN Remedy Application Service (impersonated)

[Jose Huerta]

I don't know if is it possible to impersonate directly from the mid-tier. I
mean, as and admin it will be of great helpful when debuging a user error
that does not reproduce on other users.

Jose M. Huerta
Project Manager**

Movil: 661 665 088

Telf.: 971 75 03 24

Fax: 971 75 07 94

 

SM2 Baleares S.A.
C/Rita Levi 

Edificio SM2 Parc Bit

07121 Palma de Mallorca

  
  
 

La información contenida en este mensaje de correo electrónico es
confidencial. La misma, es enviada con la intención de que únicamente sea
leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje
por otras personas no está autorizado, por lo que en tal caso, le rogamos
que nos lo comunique por la misma vía, se abstenga de realizar copias del
mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de
inmediato.

P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es
necesario.



On Wed, Feb 8, 2012 at 15:00, Misi Mladoniczky  wrote:

> Hi,
>
> Normal Admin users and the internal BMC Application users can impersonate.
>
> There is a specific API-call to impersonate. Check the C-API guide.
>
>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.
>
> > 2 sides of this coin: when logging / and when doing it.
> > #1 how do you impersonate
> > #2 why would RAS impersonate
> >
> >
> >
> > On Wed, Feb 8, 2012 at 8:48 AM, patrick zandi 
> wrote:
> >
> >> But I am seeing  hundreds a second
> >> Admin's are not doing this that I know of .. where is this done..
> >>
> >> On Wed, Feb 8, 2012 at 8:45 AM, Rick Cook  wrote:
> >>
> >>> **
> >>>
> >>> So an administrator like yourself can log in a another user for testing
> >>> and trouble shooting purposes.
> >>>
> >>> Rick
> >>> On Feb 8, 2012 8:43 AM, "patrick zandi"  wrote:
> >>>
>  ** is there a reason for this?  Throw me a bone..
> 
>  --
>  Patrick Zandi
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> >>>
> >>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> >>
> >>
> >>
> >>
> >> --
> >> Patrick Zandi
> >>
> >
> >
> >
> > --
> > Patrick Zandi
> >
> >
> ___
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
> >
>
>
> ___
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>

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<><><><>

Re: LOGIN Remedy Application Service (impersonated)

[patrick zandi]

I was trying to keep this short however it appears.. I am not making
sense.

#1 while looking at the debug logs we see the  "LOGIN Remedy Application
Service (impersonated)" listed..  WHY? I am not asking if it can, that is
apparent.

#2 It is awesome that we can impersonate as an admin ... HOW? Where is this
listed in the docs? : Excluding the API way...

#3 is there code that BMC puts in that does this (ITSM).. that we are
seeing out of the box?

-- 
Patrick Zandi

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Re: LOGIN Remedy Application Service (impersonated)

[Axton]

Post the a full line from the log that shows the referenced text.  The rpc
queue will give an idea of where the call is coming from.  If you look in
the api logs, it will show the ip address of the caller, so you can get an
idea where it is coming from.

Axton Grams

On Wed, Feb 8, 2012 at 8:17 AM, patrick zandi  wrote:

> ** I was trying to keep this short however it appears.. I am not
> making sense.
>
> #1 while looking at the debug logs we see the  "LOGIN Remedy Application
> Service (impersonated)" listed..  WHY? I am not asking if it can, that is
> apparent.
>
> #2 It is awesome that we can impersonate as an admin ... HOW? Where is
> this listed in the docs? : Excluding the API way...
>
> #3 is there code that BMC puts in that does this (ITSM).. that we are
> seeing out of the box?
>
>
> --
> Patrick Zandi
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: LOGIN Remedy Application Service (impersonated)

[patrick zandi]

   
  /* Mon Feb 06 2012 12:55:21.1522 */ LOGIN  Remedy
Application Service

   
  /* Mon Feb 06 2012 12:55:21.1967 */ LOGIN  Remedy
Application Service   (impersonated

-


On Wed, Feb 8, 2012 at 9:27 AM, Axton  wrote:

> ** Post the a full line from the log that shows the referenced text.  The
> rpc queue will give an idea of where the call is coming from.  If you look
> in the api logs, it will show the ip address of the caller, so you can get
> an idea where it is coming from.
>
> Axton Grams
>
> On Wed, Feb 8, 2012 at 8:17 AM, patrick zandi  wrote:
>
>> ** I was trying to keep this short however it appears.. I am not
>> making sense.
>>
>>
>> #1 while looking at the debug logs we see the  "LOGIN Remedy Application
>> Service (impersonated)" listed..  WHY? I am not asking if it can, that is
>> apparent.
>>
>> #2 It is awesome that we can impersonate as an admin ... HOW? Where is
>> this listed in the docs? : Excluding the API way...
>>
>> #3 is there code that BMC puts in that does this (ITSM).. that we are
>> seeing out of the box?
>>
>>
-- 
Patrick Zandi

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Abydos - experiences

[John Sundberg]

(BTW - I have no connection to Abydos, except that we share the same earth,
air, etc…)

FYI - we purchased Abydos Analyzer a month or so ago.

I thought I would relay back that 2 times in the last week alone -- it was
quite helpful.

One scenario was to track down and give insight into a design decision we
were making for the next version of Request.

We were able to easily look at the code areas and get a rough feel of level
of effort to implement the change.
We could see all the areas that were using a certain table and fields --
and then -- we could estimate the impact.
To me - this is very valuable -- as - if you were going blind (I mean using
the normal Admin tool) -- you would have to uncover this stuff over time --
and you may be walking into a mine-field of a problem. In our case - we
were not walking into a mine-field -- and therefore had confidence in
moving forward.


The other scenario was a bit of an overall analysis of high-level workflow.
We had Abydos analyze what happens on a submit of a Kinetic Request. We
printed it out -- and then discussed the flow/process as a group. Without
the printout -- it would have been "practically impossible" to have that
kind of discussion.


I thought I would relay these experiences - as I find design to be the most
important step in the creation of software. The traditional tools for ARS
are designed to program -- not designed for design :) I think it is a
critically missing piece to the toolset.


Abydos would be a great addition to any Remedy system.



-John





-- 
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: Can anyone explain a field id of 0 in TMS:Task on ARGetMultipleEntries?

[Ben Chernys]

Addendum:  

 

It is NOT every record that returns this field (whose value seems always
null) but only some.  In the ones with this field id of 0, I do not get a
value for field id 10001820 which is a display only (presumably not global)
field z1D_StatusReasonDisplay.

 

This is the last field in the array of fields as is the 0.  So the set of
field values seem to have either a value of NULL for field id 0 or a string
for field if 10001820.

 

It is no longer a critical issue as I now ignore field ids being returned
that do not appear on the form definition.

 

Cheers

Ben

From: Ben Chernys [mailto:ben.cher...@softwaretoolhouse.com] 
Sent: February-08-12 15:09
To: 'arslist@ARSLIST.ORG'
Subject: Can anone explain a field id of 0 in TMS:Task on
ARGetMultipleEntries?

 

Hi Folks,

ARS version: 7.5.00 Patch 002 200906100308 
API version: 7.6.03 running in Windows
ServerSun against Oracle

On only a single form in ITSM 7.6.0, TMS:Task, I do an ARGetMultiple entries
and I consistantly get a field at the end of each record with the field id
'0'  -  zero.

The form has 238 fields (not 239).  This is the only form with this
behaviour in many many forms queried but certainly every form.  This is the
extract from the apires.log file 

   ARGetMultipleEntries results 
Return Code: OK 
Field Value List List: 100 items 
   Field Value List: 239 items 
  Field Value Struct: 
 Field Id: 1 
 Value: (char) TAS00013575 
  Field Value Struct: 
 Field Id: 2 
 Value: (char) Mupdate 
  Field Value Struct: 
 Field Id: 3 
 Value: (timestamp) 1327954959 
  Field Value Struct: 
 Field Id: 4 
 Value: NULL 
. . .   snip   . . . 
  Field Value Struct: 
 Field Id: 0 
 Value: NULL 
   Field Value List: 239 items 
  Field Value Struct: 
 Field Id: 1 

Cheers
Ben Chernys

 


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Re: LOGIN Remedy Application Service (impersonated)

[David Durling]

Patrick,

I don't know if this helps at all, but I see "(impersonated)" in my user logs, 
though not for the Remedy Application Service.

The logs seem to list impersonations for a) users logging in via the midtier 
and b) mail coming in to the email engine with a "From" that matches a User 
account email address.

I don't have ITSM, nor did we deliberately set up impersonation as far as I 
know -

In  case this give a clue -

David Durling
Enterprise IT Services
University of Georgia



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Wednesday, February 08, 2012 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: LOGIN Remedy Application Service (impersonated)

** I was trying to keep this short however it appears.. I am not making 
sense.

#1 while looking at the debug logs we see the  "LOGIN Remedy Application 
Service (impersonated)" listed..  WHY? I am not asking if it can, that is 
apparent.

#2 It is awesome that we can impersonate as an admin ... HOW? Where is this 
listed in the docs? : Excluding the API way...

#3 is there code that BMC puts in that does this (ITSM).. that we are seeing 
out of the box?

--
Patrick Zandi


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Re: Thank you Java Driver .. 7.6.04 api docs not so much-

[LJ LongWing]

Just to explain/clarify thisI was just as confused when I started
working with itbut basically here it is for you.

When dealing with Overlay/Custom objects (both Dev Studio and API), when you
connect, it checks to see if you are a member of a group that has the flag
'Overlay Group' (Look on the group form) to 1.  If not...you cannot work on
overlay objects.  If you play around a bit with this field on the group form
you will see that there are certain groups that you cannot set to 1
(Administrator, Computed, Dynamic, etc)so, when connecting via the API,
if you don't set which 'group' can work on overlay/custom objectsyou
can'tsetting the two values below say that if you are a member of group
1 (Administrator), you canwhich I think is ironic because you can't set
Admin as the group through the GUIbut as you mention...it works :)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chuck
Sent: Tuesday, February 07, 2012 6:40 PM
To: arslist@ARSLIST.ORG
Subject: Thank you Java Driver .. 7.6.04 api docs not so much-

FYI for 7.6.04 java api
If you need to operate on Custom or Overlay objects
set the following in your api code
context.setOverlayGroup("1");
context.setDesignOverlayGroup("1");

'-
 Api docs are getting less and less verbose, not even sure there are
any docs on the functions listed above...


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Re: LOGIN Remedy Application Service (impersonated)

[Axton]

I see the same thing on our system.  The calls are on queue 390620, same as
yours.  We have private queues defined for the following subsystems, so
that rules them out, unless they don't work as advertised:

390601 Alert
390603 Escalation
390620 Fast
390621 AREASM Plugin (arapi)
390622 Flashboards
390623 Email Engine
390624 MidTier
390635 List
390680 Approval, Approval Plugin Loopback, Plugin Loopback
390681 CAIPLUGIN
390698 CMDB (arapi) RE

If I grab the RPC ID from the user log then look at the corresponding
entries in arapi.log, I see the following:

[aradmin@rm00p11 remedy]$ cat arapi.log |grep '0003471068'
   
  /* Wed Feb 08 2012 10:00:36.0531 */+CE ARCreateEntry -- schema
FB:History from Unidentified Client (protocol 14) at IP address
172.31.128.55
   
  /* Wed Feb 08 2012 10:00:36.0828 */-CE
OK -- New ID 3280901

[aradmin@rm00p11 remedy]$ cat arapi.log |grep '0003471067'
   
  /* Wed Feb 08 2012 10:00:36.0240 */+GESARGetEntryStatistics -- schema
HPD:Help Desk from Unidentified Client (protocol 14) at IP address
172.31.128.55
   
  /* Wed Feb 08 2012 10:00:36.0476 */-GES
 OK

So it looks like the application statistics function as well as flashboards
are using this function.  The interesting thing is that in
flashboards/server.conf, I have the following configuration parameter:

ARServerRpcNumber=390622

I guess it does not look at this parameter.

Axton Grams

On Wed, Feb 8, 2012 at 8:54 AM, David Durling  wrote:

> **
>
> Patrick,
>
> ** **
>
> I don’t know if this helps at all, but I see “(impersonated)” in my user
> logs, though not for the Remedy Application Service.
>
> ** **
>
> The logs seem to list impersonations for a) users logging in via the
> midtier and b) mail coming in to the email engine with a “From” that
> matches a User account email address.
>
> ** **
>
> I don’t have ITSM, nor did we deliberately set up impersonation as far as
> I know –
>
> ** **
>
> In  case this give a clue –
>
> ** **
>
> David Durling
>
> Enterprise IT Services
>
> University of Georgia
>
> ** **
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi
> *Sent:* Wednesday, February 08, 2012 9:18 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: LOGIN Remedy Application Service (impersonated)
>
> ** **
>
> ** I was trying to keep this short however it appears.. I am not
> making sense.
>
> #1 while looking at the debug logs we see the  "LOGIN Remedy Application
> Service (impersonated)" listed..  WHY? I am not asking if it can, that is
> apparent.
>
> #2 It is awesome that we can impersonate as an admin ... HOW? Where is
> this listed in the docs? : Excluding the API way...
>
> #3 is there code that BMC puts in that does this (ITSM).. that we are
> seeing out of the box?
>
> --
> Patrick Zandi
> **
> **
>   _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: Abydos - experiences

[Andrew C Goodall]

We own and use Abydos Analyzer too. 

It's one of those tools which you might not use everyday, but when you
do it saves you a ton of time.

It's easy to work with and use, and very quick and powerful. I would
definitely recommend it.

Love that it uses standard Microsoft products for the output to Visio
and Excel.

 

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 John Sundberg
Sent: Wednesday, February 08, 2012 8:42 AM
To: arslist@ARSLIST.ORG
Subject: Abydos - experiences

 

** 

(BTW - I have no connection to Abydos, except that we share the same
earth, air, etc...)

 

FYI - we purchased Abydos Analyzer a month or so ago. 

 

I thought I would relay back that 2 times in the last week alone -- it
was quite helpful.

 

One scenario was to track down and give insight into a design decision
we were making for the next version of Request.

 

We were able to easily look at the code areas and get a rough feel of
level of effort to implement the change.

We could see all the areas that were using a certain table and fields --
and then -- we could estimate the impact.

To me - this is very valuable -- as - if you were going blind (I mean
using the normal Admin tool) -- you would have to uncover this stuff
over time -- and you may be walking into a mine-field of a problem. In
our case - we were not walking into a mine-field -- and therefore had
confidence in moving forward.

 

 

The other scenario was a bit of an overall analysis of high-level
workflow. We had Abydos analyze what happens on a submit of a Kinetic
Request. We printed it out -- and then discussed the flow/process as a
group. Without the printout -- it would have been "practically
impossible" to have that kind of discussion.

 

 

I thought I would relay these experiences - as I find design to be the
most important step in the creation of software. The traditional tools
for ARS are designed to program -- not designed for design :) I think it
is a critically missing piece to the toolset.

 

 

Abydos would be a great addition to any Remedy system.

 

 

 

-John

 

 

 




 

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

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Re: LOGIN Remedy Application Service (impersonated)

[pritch]

Hi Axton - in our (user) log those two lines are appearing multiple times a 
second - any idea why?  Seems to only be occuring on one server which leads me 
to believe it's possibly a conf setting of some sort.

- Original Message -
From: "Axton" 
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 8, 2012 10:05:51 AM
Subject: Re: LOGIN Remedy Application Service (impersonated)

** I see the same thing on our system.  The calls are on queue 390620, same as 
yours.  We have private queues defined for the following subsystems, so that 
rules them out, unless they don't work as advertised: 



390601 Alert 
390603 Escalation 
390620 Fast 
390621 AREASM Plugin (arapi) 
390622 Flashboards 
390623 Email Engine 
390624 MidTier 
390635 List 
390680 Approval, Approval Plugin Loopback, Plugin Loopback 
390681 CAIPLUGIN 
390698 CMDB (arapi) RE 


If I grab the RPC ID from the user log then look at the corresponding entries 
in arapi.log, I see the following: 



[aradmin@rm00p11 remedy]$ cat arapi.log |grep '0003471068' 
  /* Wed Feb 08 
2012 10:00:36.0531 */+CE     ARCreateEntry -- schema FB:History from 
Unidentified Client (protocol 14) at IP address 172.31.128.55 
  /* Wed Feb 08 2012 10:00:36.0828 */-CE               OK 
-- New ID 3280901 



[aradmin@rm00p11 remedy]$ cat arapi.log |grep '0003471067' 
  /* Wed Feb 08 
2012 10:00:36.0240 */+GES    ARGetEntryStatistics -- schema HPD:Help Desk from 
Unidentified Client (protocol 14) at IP address 172.31.128.55 
  /* Wed Feb 08 2012 10:00:36.0476 */-GES              OK 

So it looks like the application statistics function as well as flashboards are 
using this function.  The interesting thing is that in flashboards/server.conf, 
I have the following configuration parameter: 


ARServerRpcNumber=390622 


I guess it does not look at this parameter. 


Axton Grams 

On Wed, Feb 8, 2012 at 8:54 AM, David Durling < durl...@uga.edu > wrote: 


** 



Patrick, 

  

I don’t know if this helps at all, but I see “(impersonated)” in my user logs, 
though not for the Remedy Application Service. 

  

The logs seem to list impersonations for a) users logging in via the midtier 
and b) mail coming in to the email engine with a “From” that matches a User 
account email address. 

  

I don’t have ITSM, nor did we deliberately set up impersonation as far as I 
know – 

  

In   case this give a clue – 

  

David Durling 

Enterprise IT Services 

University of Georgia 

  

  

  




From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of patrick zandi 
Sent: Wednesday, February 08, 2012 9:18 AM 
To: arslist@ARSLIST.ORG 
Subject: Re: LOGIN Remedy Application Service (impersonated) 



  

** I was trying to keep this short however it appears.. I am not making 
sense. 

#1 while looking at the debug logs we see the  "LOGIN Remedy Application 
Service (impersonated)" listed..  WHY? I am not asking if it can, that is 
apparent. 

#2 It is awesome that we can impersonate as an admin ... HOW? Where is this 
listed in the docs? : Excluding the API way... 

#3 is there code that BMC puts in that does this (ITSM).. that we are seeing 
out of the box? 

-- 
Patrick Zandi 



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Re: LOGIN Remedy Application Service (impersonated)

[Axton]

Look at your application statistics, flashboard variables, and server
statistics configuration.  There are probably other things that use this as
well that I have not caught.

Axton Grams

On Wed, Feb 8, 2012 at 9:11 AM, pritch  wrote:

> Hi Axton - in our (user) log those two lines are appearing multiple times
> a second - any idea why?  Seems to only be occuring on one server which
> leads me to believe it's possibly a conf setting of some sort.
>
> - Original Message -
> From: "Axton" 
> To: arslist@ARSLIST.ORG
> Sent: Wednesday, February 8, 2012 10:05:51 AM
> Subject: Re: LOGIN Remedy Application Service (impersonated)
>
> ** I see the same thing on our system.  The calls are on queue 390620,
> same as yours.  We have private queues defined for the following
> subsystems, so that rules them out, unless they don't work as advertised:
>
>
>
> 390601 Alert
> 390603 Escalation
> 390620 Fast
> 390621 AREASM Plugin (arapi)
> 390622 Flashboards
> 390623 Email Engine
> 390624 MidTier
> 390635 List
> 390680 Approval, Approval Plugin Loopback, Plugin Loopback
> 390681 CAIPLUGIN
> 390698 CMDB (arapi) RE
>
>
> If I grab the RPC ID from the user log then look at the corresponding
> entries in arapi.log, I see the following:
>
>
>
> [aradmin@rm00p11 remedy]$ cat arapi.log |grep '0003471068'
>
>   > /* Wed Feb 08 2012 10:00:36.0531 */+CE ARCreateEntry -- schema
> FB:History from Unidentified Client (protocol 14) at IP address
> 172.31.128.55
>
>   Remedy Application Service --> /* Wed Feb 08 2012 10:00:36.0828 */-CE
> OK -- New ID 3280901
>
>
>
> [aradmin@rm00p11 remedy]$ cat arapi.log |grep '0003471067'
>
>   > /* Wed Feb 08 2012 10:00:36.0240 */+GESARGetEntryStatistics -- schema
> HPD:Help Desk from Unidentified Client (protocol 14) at IP address
> 172.31.128.55
>
>   Remedy Application Service --> /* Wed Feb 08 2012 10:00:36.0476 */-GES
>  OK
>
> So it looks like the application statistics function as well as
> flashboards are using this function.  The interesting thing is that in
> flashboards/server.conf, I have the following configuration parameter:
>
>
> ARServerRpcNumber=390622
>
>
> I guess it does not look at this parameter.
>
>
> Axton Grams
>
> On Wed, Feb 8, 2012 at 8:54 AM, David Durling < durl...@uga.edu > wrote:
>
>
> **
>
>
>
> Patrick,
>
>
>
> I don’t know if this helps at all, but I see “(impersonated)” in my user
> logs, though not for the Remedy Application Service.
>
>
>
> The logs seem to list impersonations for a) users logging in via the
> midtier and b) mail coming in to the email engine with a “From” that
> matches a User account email address.
>
>
>
> I don’t have ITSM, nor did we deliberately set up impersonation as far as
> I know –
>
>
>
> In   case this give a clue –
>
>
>
> David Durling
>
> Enterprise IT Services
>
> University of Georgia
>
>
>
>
>
>
>
>
>
>
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG ] On Behalf Of patrick zandi
> Sent: Wednesday, February 08, 2012 9:18 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: LOGIN Remedy Application Service (impersonated)
>
>
>
>
>
> ** I was trying to keep this short however it appears.. I am not
> making sense.
>
> #1 while looking at the debug logs we see the  "LOGIN Remedy Application
> Service (impersonated)" listed..  WHY? I am not asking if it can, that is
> apparent.
>
> #2 It is awesome that we can impersonate as an admin ... HOW? Where is
> this listed in the docs? : Excluding the API way...
>
> #3 is there code that BMC puts in that does this (ITSM).. that we are
> seeing out of the box?
>
> --
> Patrick Zandi
>
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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Two Asset Management Questions

[Pierson, Shawn]

Good morning folks,

I think I already know the answer to these questions, but I wanted to see if 
perhaps I was missing something because there is no good way to get this 
information out of Asset Management even though these are basic, common 
scenarios.  For these examples, I'm using Asset Management 7.6.4 with a user 
that has Asset Admin rights.


1.   From within Asset Management, how do you bring up a list of all CIs 
"Used By" an individual.  This existed in 7.0.3 in the Asset management 
Console, but appears to not exist in 7.6.4.

2.   From within Asset Management, how do you bring up a list of all CIs in 
a specific location, such as what you would need to update if you were moving 
someone from one office to another?

As far as I know, there is no way to actually do either of these within Asset 
Management.  I can solve #1 by going into the People record and pulling up the 
list of CIs, but that's extremely cumbersome when you are trying to work within 
Asset Management.  For the second item, the only way an end user that doesn't 
have access to the BaseElement form to do that would be within BMC Analytics.  
I'm really hoping that I am wrong about these, although it does seem like BMC 
has basically given up on the concept of Asset Management to focus exclusively 
on the CMDB, but even then, how useful can the CMDB be if you can't do basic 
queries like these?

Thanks,

Shawn Pierson
Remedy Developer | Southern Union


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Re: Two Asset Management Questions

[Alejandro Canon]

Hi Shawn:

Question n° 1 can be solved using AST:AssetPeople forms which stores 
relationships between  Assets and Companies, Organizations, Support Groups and 
People.
Question n° 2 can be solved using Manage Bulk Updates options in Asset 
Management Console, which allows you to search CI's by Site and modify them in 
terms of a new site.
Also you can do action given by question n° 2 using AST:Base Element form or 
BMC.CORE:BMC_BaseElement form.

HTH,

Alejandro

De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] 
En nombre de Pierson, Shawn
Enviado el: Miércoles, 08 de Febrero de 2012 12:24
Para: arslist@ARSLIST.ORG
Asunto: Two Asset Management Questions

**
Good morning folks,

I think I already know the answer to these questions, but I wanted to see if 
perhaps I was missing something because there is no good way to get this 
information out of Asset Management even though these are basic, common 
scenarios.  For these examples, I'm using Asset Management 7.6.4 with a user 
that has Asset Admin rights.


1.   From within Asset Management, how do you bring up a list of all CIs 
"Used By" an individual.  This existed in 7.0.3 in the Asset management 
Console, but appears to not exist in 7.6.4.

2.   From within Asset Management, how do you bring up a list of all CIs in 
a specific location, such as what you would need to update if you were moving 
someone from one office to another?

As far as I know, there is no way to actually do either of these within Asset 
Management.  I can solve #1 by going into the People record and pulling up the 
list of CIs, but that's extremely cumbersome when you are trying to work within 
Asset Management.  For the second item, the only way an end user that doesn't 
have access to the BaseElement form to do that would be within BMC Analytics.  
I'm really hoping that I am wrong about these, although it does seem like BMC 
has basically given up on the concept of Asset Management to focus exclusively 
on the CMDB, but even then, how useful can the CMDB be if you can't do basic 
queries like these?

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

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hyperlink, please e-mail sender.
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Re: Case sensitive In ITSM problem management

[Grooms, Frederick W]

The whole delete and recreate indexes is one of those issues like "Which type 
of computer is better?".  Each person you ask will have a different opinion.  
Here is a great link on the issue:   
   
http://asktom.oracle.com/pls/asktom/f?p=100:11:0P11_QUESTION_ID:6601312252730

On the index "corruption" issue.   Are you using a DICTIONARY managed 
tablespace and are you regularly analyzing and gathering statistics?  As long 
as statistics are gathered regularly then the database should have no problems 
using the correct index.

If you do wish to rebuild an index instead of deleting them you could just 
alter them to recreate
   SELECT 'ALTER INDEX ' || INDEX_NAME || ' REBUILD;' FROM USER_INDEXES WHERE 
INDEX_NAME LIKE 'AI%';

One idea for BMC to eliminate the issue is if they provide a flag to mark a 
field in an index as case insensitive.  They could make the field use a 
function based index (i.e.  CREATE INDEX  ON T1 (UPPER(C8)); ) all queries 
would then use the same function to access the data (i.e. SELECT C1 FROM T1 
WHERE UPPER(C8) = UPPER('value to search for'); ).  The data would still be 
stored as the user entered it, but searches would be case insensitive.  

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
Sent: Wednesday, February 08, 2012 6:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Case sensitive In ITSM problem management

** Indexes in remedy are mainly text indexes. Normally other applications index 
keys (primary and foreign) and search fields. Since in Remedy keys are text 
based, almost all indexes are text based.
With my script I duplicate only text based indexes (no date or number).  But 
this means almost all indexes.

I recommend to not delete case sensitive indexes by three reasons:

1.- Indexes are maintained by ARS. I always try to not touch the ARS managed 
objects, since it is unsupported.
2.- I maintain an easy rollback by turning off the login trigger. It is 
unsupported, so it can come the day when something goes wrong and it is because 
of the case insensitive mode.
3.- Some apps (like SQL Developer, BI, or others) can connect to the database 
and force a sort-where mode. If they force the case sensitive mode, all case 
insensitive indexes will be useless.

Since we have a lot of indexes in Remedy and almost all are duplicated this 
means an increase in database size.

Non indexed queries run slower. I think that this is because the system must 
apply the conversion function to all registers at the table to perform the 
comparison. And this is an extra load. The fact is that if a search cost 10 
seconds, with case insensitive costs 12 seconds. But this applies only to 
non-indexed. Our DBA scans non-indexes queries to look for a pattern and 
propose new indexes.

Finally, the oracle index corruption statement: I don't know if index are 
corrupted or not. But we experience a problem: After some months, Oracle don't 
use case insensitive indexes and starts performing full text scans. Don't know 
why. The recommendation from one DBA was to drop and create all indexes. He 
talked about "index corruption". I don't know if indexes where corrupted or 
not, but dropping and creating them again solved the problem. So our DBA has a 
programmed maintenance task of dropping and creating all indexes each two 
months.

Regards,
 
Jose M. Huerta
Project Manager
Movil: 661 665 088
Telf.: 971 75 03 24
Fax: 971 75 07 94

SM2 Baleares S.A.
C/Rita Levi 
Edificio SM2 Parc Bit
07121 Palma de Mallorca
 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rod Harris
Sent: Wednesday, February 08, 2012 6:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Case sensitive In ITSM problem management

** Hi Jose,

You are right in saying that Remedy defaults to case sensitive indexes for 
Oracle and to avoid performance issues when case insensitive you must maintain 
case insensitive indexes outside of Dev Studio/Remedy. 

Likewise I agree that performance on indexed queries will be indistinguishable 
between the two sensitive/insensitive if the index is used.

I'm interested in the reasons why you're quoting a large increase in database 
size and decrease in performance on non indexed queries. Is it because in your 
technique you are recommending duplicating indexes, one for each mode?

I'm also interested in your statement that the insensitive indexes become 
corrupt over time. 

For Remedy it only does inserts/deletes one database row at a time so it is 
difficult to see any performance differences in these operations so it should 
rarely be a consideration.

Rod Harris

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
Sent: Wednesday, February 08, 2012 5:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Case sensitive In ITSM problem manageme

Re: Two Asset Management Questions

[Pierson, Shawn]

Alejandro,

Thanks for the suggestions.  For the specific use cases I am trying to solve, 
the users won't be able to go directly to the AST:AssetPeople form.  I am going 
to make a custom form of some sort to use with Asset Management, but I think 
this functionality should exist out of the box.  Also, the Bulk Update goes 
down to the Site level, but in the case that you are moving an office, I would 
need to have the Room field present as well.  This is another area I'm going to 
have to customize that I think should work out of the box.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Alejandro Canon
Sent: Wednesday, February 08, 2012 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Two Asset Management Questions

**
Hi Shawn:

Question n° 1 can be solved using AST:AssetPeople forms which stores 
relationships between  Assets and Companies, Organizations, Support Groups and 
People.
Question n° 2 can be solved using Manage Bulk Updates options in Asset 
Management Console, which allows you to search CI's by Site and modify them in 
terms of a new site.
Also you can do action given by question n° 2 using AST:Base Element form or 
BMC.CORE:BMC_BaseElement form.

HTH,

Alejandro

De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] 
En nombre de Pierson, Shawn
Enviado el: Miércoles, 08 de Febrero de 2012 12:24
Para: arslist@ARSLIST.ORG
Asunto: Two Asset Management Questions

**
Good morning folks,

I think I already know the answer to these questions, but I wanted to see if 
perhaps I was missing something because there is no good way to get this 
information out of Asset Management even though these are basic, common 
scenarios.  For these examples, I'm using Asset Management 7.6.4 with a user 
that has Asset Admin rights.


1.   From within Asset Management, how do you bring up a list of all CIs 
"Used By" an individual.  This existed in 7.0.3 in the Asset management 
Console, but appears to not exist in 7.6.4.

2.   From within Asset Management, how do you bring up a list of all CIs in 
a specific location, such as what you would need to update if you were moving 
someone from one office to another?

As far as I know, there is no way to actually do either of these within Asset 
Management.  I can solve #1 by going into the People record and pulling up the 
list of CIs, but that's extremely cumbersome when you are trying to work within 
Asset Management.  For the second item, the only way an end user that doesn't 
have access to the BaseElement form to do that would be within BMC Analytics.  
I'm really hoping that I am wrong about these, although it does seem like BMC 
has basically given up on the concept of Asset Management to focus exclusively 
on the CMDB, but even then, how useful can the CMDB be if you can't do basic 
queries like these?

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

Private and confidential as detailed 
here. If you cannot access 
hyperlink, please e-mail sender.
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Re: Migrating SLM 7.1 to 7.6.04

[strauss]

After much back and forth with support while testing migrations and upgrades 
from SLM 7.1 to 7.6.03 and .04 last winter/spring, we were told that the only 
viable path from SLM 7.1 to 7.6.04 was to upgrade the application.  It is the 
configuration data - service agreements, targets, measurements, etc., that must 
be upgraded; you cannot move them directly from 7.1 tables to 7.6.04 tables.  
There is also the problem that many of these objects have system-built z 
filters associated with the data records, and these correlations do NOT migrate 
well at all.

We did the upgrade last summer, using the method where you build an offline 
replica of production and upgraded it; SLM was upgraded from 7.1.00.002 to 
7.6.00.001, then 7.6.03, then 7.6.04.01.  The rest of the ITSM suite followed 
similar contorted paths, as recommended by one of the few BMC support folks who 
knew what they were talking about. Then we restored the upgraded db under a new 
server installed fresh with all the 7.6.04.01 components, to eliminate all of 
the legacy 32-bit directory structures; the data remains the same, right down 
to the T-table numbers.  During acceptance testing we kept the following 
transaction data tables for SLM up to date from production using RRR|Chive 
every night:

SLM:Measurement  *which had an overlay
SLM:EventSchedule
SLM:MilestoneLogging
SLM:RuleActionNotifier

* SLM:Measurement had to be overlaid - the field Previous Status (301412100) in 
7.1 had an enumeration of Pending with ID of '2' that was deprecated in SLM 
7.6.04.01, but since the existing 3 years of data contained that enumeration, 
for whatever reason, it could not be refreshed using RRR|Chive without 
restoring that enumeration using an overlay.

This allowed us to push new Incidents and updates to incidents, along with 
their associated SLM measurement records, from production to the future 
production system right up to the point of cutover.  It also allowed us to 
fully test new incidents with attached service targets on the new system 
without conflict; we set all of the NextIDs for ALL of the necessary tables to 
a much higher number before beginning testing, and limited RRR|Chive updates to 
the ranges below them.  On my system (where Asset and CMDB are empty), there 
were 225 tables where I had to set the NextID to a new, higher value on the 
upgraded system before (a) beginning to refresh production data to it, and (b) 
before creating any new test or foundation data entries.

As near as we could tell when we went live last August, all of the upgraded, 
migrated, and new SLM transaction data was working properly with Incidents, and 
escalating properly both before and after the new server was cutover into 
production. It also appeared correctly in the SLM Dashboards, with some severe 
initial problems that required db-level data fixes in SQL to data that did not 
upgrade or migrate properly - where SLM:Measurement stores the server name as 
an explicit value in the Status Image Tag field - these have to be changed to 
match the new server or they cause all sorts of problems, up to and including 
crashing the tomcat server under mid-tier!

Be sure to turn off email on the old production server unless you want 
duplicate escalation notifications; we had some escape the first week on a 
restart of the old server, which is still "in production" to authenticate for 
Remedy Knowledge Management 7.2, which is also still in production (RKM 
7.6.04.01 displays no search results in Safari, among a myriad of other 
uncorrected problems). Also, I cannot personally recommend moving from 7.1 to 
7.6.04.02 - I gave up on SP2 last November as DOA - almost every installer has 
fatal problems when run on a system upgraded from 7.1/7.0.  MAYBE they will 
have them fixed in Sp3, but I'm not holding my breath.  If you go to Sp1 
instead of Sp2, however, there is a slew of hotfixes you will need for Sp1 
before using it in production!  You may just have to slog through the Sp2 
installer problems to get the newer code, then fix all of the known issues 
CREATED by Sp2 afterwards.  Or do all of your testing/setup/planning but 
execute with Sp3.

If you don't drink, upgrading SLM could drive you to it.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Melissa Reed
Sent: Thursday, February 02, 2012 1:36 PM
To: arslist@ARSLIST.ORG
Subject: Migrating SLM 7.1 to 7.6.04

Does anyone have any experience migrating data for SLM (integrated with 
Incident) from a SLM 7.1 environment to SLM 7.6.04?  We are migrating open 
incident data and need to maintain the ongoing service targets that are already 
attached.  In addition we will need to be able to report on the migrated data 
as well.

TIA!
Melissa

_

Re: Case sensitive In ITSM problem management

[Axton]

Remedy has a long standing history of using on SQL (DML and DDL) that works
for all supported databases.  They have avoided implementing functions that
are database specific.  The rationale behind this I imagine is along the
lines of one of these:
- one code line for dynamic sql generation for all databases (cheaper to
maintain)
- less complexity (cheaper to support)
- does not give one database platform a competitive advantage over another
(easier to market)
- reduces database interoperability issues for end consumers (does not
matter what version of database platform the customer uses)

The downside to this position is that Remedy performs sub-optimally on all
databases.  Is this the best position to take?  Probably depends on who you
ask.  BMC marketing, BMC support, BMC R&D, end consumers, users of Remedy
at end consumer points, etc. will all have different answers.  The question
that will drive the decision, at the end of the day, is, "Which position is
most profitable?"  Asking that question, the status quo is probably the
most logical choice.

Axton Grams

On Wed, Feb 8, 2012 at 9:53 AM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> The whole delete and recreate indexes is one of those issues like "Which
> type of computer is better?".  Each person you ask will have a different
> opinion.  Here is a great link on the issue:
>
> http://asktom.oracle.com/pls/asktom/f?p=100:11:0P11_QUESTION_ID:6601312252730
>
> On the index "corruption" issue.   Are you using a DICTIONARY managed
> tablespace and are you regularly analyzing and gathering statistics?  As
> long as statistics are gathered regularly then the database should have no
> problems using the correct index.
>
> If you do wish to rebuild an index instead of deleting them you could just
> alter them to recreate
>   SELECT 'ALTER INDEX ' || INDEX_NAME || ' REBUILD;' FROM USER_INDEXES
> WHERE INDEX_NAME LIKE 'AI%';
>
> One idea for BMC to eliminate the issue is if they provide a flag to mark
> a field in an index as case insensitive.  They could make the field use a
> function based index (i.e.  CREATE INDEX  ON T1 (UPPER(C8)); ) all
> queries would then use the same function to access the data (i.e. SELECT C1
> FROM T1 WHERE UPPER(C8) = UPPER('value to search for'); ).  The data would
> still be stored as the user entered it, but searches would be case
> insensitive.
>
> Fred
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
> Sent: Wednesday, February 08, 2012 6:52 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Case sensitive In ITSM problem management
>
> ** Indexes in remedy are mainly text indexes. Normally other applications
> index keys (primary and foreign) and search fields. Since in Remedy keys
> are text based, almost all indexes are text based.
> With my script I duplicate only text based indexes (no date or number).
>  But this means almost all indexes.
>
> I recommend to not delete case sensitive indexes by three reasons:
>
> 1.- Indexes are maintained by ARS. I always try to not touch the ARS
> managed objects, since it is unsupported.
> 2.- I maintain an easy rollback by turning off the login trigger. It is
> unsupported, so it can come the day when something goes wrong and it is
> because of the case insensitive mode.
> 3.- Some apps (like SQL Developer, BI, or others) can connect to the
> database and force a sort-where mode. If they force the case sensitive
> mode, all case insensitive indexes will be useless.
>
> Since we have a lot of indexes in Remedy and almost all are duplicated
> this means an increase in database size.
>
> Non indexed queries run slower. I think that this is because the system
> must apply the conversion function to all registers at the table to perform
> the comparison. And this is an extra load. The fact is that if a search
> cost 10 seconds, with case insensitive costs 12 seconds. But this applies
> only to non-indexed. Our DBA scans non-indexes queries to look for a
> pattern and propose new indexes.
>
> Finally, the oracle index corruption statement: I don't know if index are
> corrupted or not. But we experience a problem: After some months, Oracle
> don't use case insensitive indexes and starts performing full text scans.
> Don't know why. The recommendation from one DBA was to drop and create all
> indexes. He talked about "index corruption". I don't know if indexes where
> corrupted or not, but dropping and creating them again solved the problem.
> So our DBA has a programmed maintenance task of dropping and creating all
> indexes each two months.
>
> Regards,
>
> Jose M. Huerta
> Project Manager
> Movil: 661 665 088
> Telf.: 971 75 03 24
> Fax: 971 75 07 94
>
> SM2 Baleares S.A.
> C/Rita Levi
> Edificio SM2 Parc Bit
> 07121 Palma de Mallorca
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Rod Harris
> S

Re: Case sensitive In ITSM problem management

[Jose Huerta]

Axton, you just gave me a great idea for a post!

Frederick, I know that the index rebuild topic is a black nebula where it
is easy to get lost. This is the reason because I didn't speak as a fact
but I cited my DBA. I do not share this. But the fact is that dropping and
building them again, solved the issue.

Also, the UPPER function is not a solution. For english speakers may be it
is, but for the rest of the world not. It is not only about comparing, it's
also about sorting.

Some examples for Spanish.

Angel and ángel must be equal

The correct sort order for the next words is the next:  Ala Ángel avión
nada Ñora ñu OPERA

Oracle has one function to solve it: NLSSORT() that allows to select an
specific sorting.

Also I prefer to drop and create because it also updates the list of
indexes regarding the ARS info. I some ARS index has been deleted, it won't
be created after dropping. Also If some index is changed or some index is
created, the new version will be created according to them.

The alter index sentence will be very complicated and I think that it
doesn't worth the effort.


Jose M. Huerta
Project Manager**

Movil: 661 665 088

Telf.: 971 75 03 24

Fax: 971 75 07 94

 

SM2 Baleares S.A.
C/Rita Levi 

Edificio SM2 Parc Bit

07121 Palma de Mallorca

  
  
 

La información contenida en este mensaje de correo electrónico es
confidencial. La misma, es enviada con la intención de que únicamente sea
leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje
por otras personas no está autorizado, por lo que en tal caso, le rogamos
que nos lo comunique por la misma vía, se abstenga de realizar copias del
mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de
inmediato.

P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es
necesario.



On Wed, Feb 8, 2012 at 17:56, Axton  wrote:

> ** Remedy has a long standing history of using on SQL (DML and DDL) that
> works for all supported databases.  They have avoided implementing
> functions that are database specific.  The rationale behind this I imagine
> is along the lines of one of these:
> - one code line for dynamic sql generation for all databases (cheaper to
> maintain)
> - less complexity (cheaper to support)
> - does not give one database platform a competitive advantage over another
> (easier to market)
> - reduces database interoperability issues for end consumers (does not
> matter what version of database platform the customer uses)
>
> The downside to this position is that Remedy performs sub-optimally on all
> databases.  Is this the best position to take?  Probably depends on who you
> ask.  BMC marketing, BMC support, BMC R&D, end consumers, users of Remedy
> at end consumer points, etc. will all have different answers.  The question
> that will drive the decision, at the end of the day, is, "Which position is
> most profitable?"  Asking that question, the status quo is probably the
> most logical choice.
>
> Axton Grams
>
>
> On Wed, Feb 8, 2012 at 9:53 AM, Grooms, Frederick W <
> frederick.w.gro...@xo.com> wrote:
>
>> The whole delete and recreate indexes is one of those issues like "Which
>> type of computer is better?".  Each person you ask will have a different
>> opinion.  Here is a great link on the issue:
>>
>> http://asktom.oracle.com/pls/asktom/f?p=100:11:0P11_QUESTION_ID:6601312252730
>>
>> On the index "corruption" issue.   Are you using a DICTIONARY managed
>> tablespace and are you regularly analyzing and gathering statistics?  As
>> long as statistics are gathered regularly then the database should have no
>> problems using the correct index.
>>
>> If you do wish to rebuild an index instead of deleting them you could
>> just alter them to recreate
>>   SELECT 'ALTER INDEX ' || INDEX_NAME || ' REBUILD;' FROM USER_INDEXES
>> WHERE INDEX_NAME LIKE 'AI%';
>>
>> One idea for BMC to eliminate the issue is if they provide a flag to mark
>> a field in an index as case insensitive.  They could make the field use a
>> function based index (i.e.  CREATE INDEX  ON T1 (UPPER(C8)); ) all
>> queries would then use the same function to access the data (i.e. SELECT C1
>> FROM T1 WHERE UPPER(C8) = UPPER('value to search for'); ).  The data would
>> still be stored as the user entered it, but searches would be case
>> insensitive.
>>
>> Fred
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
>> Sent: Wednesday, February 08, 2012 6:52 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Case sensitive In ITSM problem management
>>
>> ** Indexes in remedy are mainly text indexes. Normally other applications
>> index keys (primary and foreign) and search fields. Since in Remedy keys
>> are text b

Is there a Stand-Alone CLOUD Extension Pack for CMDB?

[Lucero, Michelle]

Hi, Listers:

It's been a while since I spoke to you guys.  Hope everyone's doing well.

We wanted to know if there's a stand-alone BMC Cloud extension pack for CMDB 
7.6.04 SP2.

We are not using the Cloud Lifecycle Management product and are not referring 
the extension pack for that product.

ARS 7.6.04 SP2
ITSM 7.6.04
CMDB 7.6.04
Oracle DB

Thank you,
Michelle Lucero
Service Desk Design and Build
CNSLT - APPS PROG
Office:  214-209-0034

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Re: 32bit Vs.64bit JVM performance

[strauss]

The three mid-tiers we deployed into production in August and September last 
year are all 64-bit:

Windows Server 2003 R2 Enterprise x64 Sp2, and Windows Server 2003 Enterprise 
x64 Sp2
JDK 1.6.24 x64   (32-bit is also installed)
Tomcat 6.0.32 x64 full install including Service Startup, Native
(runs under a domain account with FULL permissions to the Tomcat 6.0, OpenSSL, 
and BMC Software directories)
Mid-Tier 7.6.04 SP1_MDB_08032011+ESC23674+403423+398559  x64  (specified 64-bit 
JRE during installation)
All are set to use SSL

Added to Java Options for Tomcat:
-Xincgc
-XX:PermSize=256m
-XX:MaxPermSize=256m
-XX:+UseConcMarkSweepGC
//this enables the low pause concurrent garbage collector
-XX:+UseCompressedOops
//improves performance of 64 bit JDK; Must be on at least 1.6 
patch 006 of the JDK to use

Initial memory pool = 1536
Maximum memory pool = 1536
Shutdown = 240

-In /conf/server.xml change the  
element used for the HTTP and HTTPS SSL connections to Tomcat, add these 
attributes:

connectionTimeout="9"
maxKeepAliveRequests="-1"
acceptCount="100"
maxThreads="500"

We have not seen any performance or load problems, and of course all of our 
support staff are now using these mid-tiers (one primarily) for their access to 
the ITSM apps.  The ONLY problem that we have had with these mid-tiers is with 
the ehcache crap that they now use for pre-fetch and caching.  These servers 
cache all logins, to include mis-typed ones, incorrect case (capitalized first 
letter), ones that do not exist at all, and ones that have been deprecated when 
support staff are removed.  On a ,id-tier startup, or when they feel the need 
to re-fetch/re-cache, they throw all of these account names (without passwords) 
at the AR Server, which passes them on to the AREA plugin which tries to 
resolve them.  Or something like that.  The result is occasionally a crash of 
the AREA plugin (simply stops authenticating - requires killing the 
arplugin.exe process to force a restart), but more often it is a spate of 
thread deaths on the AR Server, during which time the mid-tier becomes 
unresponsive and drops sessions. BMC Support has been useless on this one, 
which we reported as early as September 2011 - after going into production in 
late August.  The most recent thread crashes are as recent as 2 Feb, so the fun 
continues.  They look like this in the arerror.log (server/user/IP masked) - 
these ones definitely triggered by restarting the mid-tier tomcat instance:

Mon Jan 16 02:05:04 2012: AR System server terminated when a signal/exception 
was received by the server (ARNOTE  20)

   Thread Id: 1240
   Version: 7.6.04 SP1 HotFix 01 201107051610 Jul  5 2011 17:17:48
   ServerName: xx
   Database: SQL -- SQL Server
   Hardware: x86_64
   OS: Windows Server 2003
   RPC Id: 16071
   RPC Call: 36 (GSI)
   RPC Queue: 390620
   Client: User xxx from Mid-tier (protocol 18) at IP address 
999.999.999.999
   Logging On: User
   Code: c005
   Operation: read
   Access Addr: 
   Stack Begin:
   Stack End
Mon Jan 16 02:05:03 2012  390620 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Mon Jan 16 02:05:03 2012 0xc005
Mon Jan 16 02:05:03 2012  390620 : AR System server terminated - fatal error 
occurred in ARSERVER (ARNOTE 21)


No, I don't attribute these problems to going 64-bit; I blame 7.6.04.01+ and 
ehcache.  We were seeing similar thread deaths from when people tried to log in 
to our Kinetic Request web using an iCrap or other mobile device - they 
capitalize your login name - but we stopped that by adding some javascript to 
the login page to force everything to lower case.

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 Andrew C Goodall
Sent: Tuesday, January 17, 2012 9:36 AM
To: arslist@ARSLIST.ORG
Subject: 32bit Vs.64bit JVM performance

**
I'm soliciting feedback regarding experience observed in the field regarding 
migrating from 32bit JVM to 64bit processes - is it worth it?

So we'll be upgrading from 7.5 32bit to 7.6.04 64bit (on Windows 2008), our 
major objective is to drastically improve client performance.

Due to BMC R&D response, BMC PS is recommending we stay with the 32bit JVMs - 
what are your thoughts?

I don't mind extra CPU overhead if it means better performance to the client.

>From BMC Remedy AR System Server 7.6 Performance Tuning for Business Service 
>Management page 20:

Many BMC customers are moving toward 64-bit platforms and running the 64-bit 
JVM.
Be aware that the 64-bit JVM has performance overhead (see
http://www.oracle.com/technetwork/java/hotspotfaq-138619.html#64bit_performance).
BMC 

AW: 32bit Vs.64bit JVM performance

[Conny Martin]

we had the same issue on linux. Arserverd died when a non existent login was 
used. The behaviour is also reproducible with driver. After upgrading to SP2 
the issue has gone.

Kind Regards Conny

Von: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] Im Auftrag von strauss
Gesendet: Mittwoch, 8. Februar 2012 19:21
An: arslist@ARSLIST.ORG
Betreff: Re: 32bit Vs.64bit JVM performance

**
The three mid-tiers we deployed into production in August and September last 
year are all 64-bit:

Windows Server 2003 R2 Enterprise x64 Sp2, and Windows Server 2003 Enterprise 
x64 Sp2
JDK 1.6.24 x64   (32-bit is also installed)
Tomcat 6.0.32 x64 full install including Service Startup, Native
(runs under a domain account with FULL permissions to the Tomcat 6.0, OpenSSL, 
and BMC Software directories)
Mid-Tier 7.6.04 SP1_MDB_08032011+ESC23674+403423+398559  x64  (specified 64-bit 
JRE during installation)
All are set to use SSL

Added to Java Options for Tomcat:
-Xincgc
-XX:PermSize=256m
-XX:MaxPermSize=256m
-XX:+UseConcMarkSweepGC
//this enables the low pause concurrent garbage collector
-XX:+UseCompressedOops
//improves performance of 64 bit JDK; Must be on at least 1.6 
patch 006 of the JDK to use

Initial memory pool = 1536
Maximum memory pool = 1536
Shutdown = 240

-In /conf/server.xml change the  
element used for the HTTP and HTTPS SSL connections to Tomcat, add these 
attributes:

connectionTimeout="9"
maxKeepAliveRequests="-1"
acceptCount="100"
maxThreads="500"

We have not seen any performance or load problems, and of course all of our 
support staff are now using these mid-tiers (one primarily) for their access to 
the ITSM apps.  The ONLY problem that we have had with these mid-tiers is with 
the ehcache crap that they now use for pre-fetch and caching.  These servers 
cache all logins, to include mis-typed ones, incorrect case (capitalized first 
letter), ones that do not exist at all, and ones that have been deprecated when 
support staff are removed.  On a ,id-tier startup, or when they feel the need 
to re-fetch/re-cache, they throw all of these account names (without passwords) 
at the AR Server, which passes them on to the AREA plugin which tries to 
resolve them.  Or something like that.  The result is occasionally a crash of 
the AREA plugin (simply stops authenticating - requires killing the 
arplugin.exe process to force a restart), but more often it is a spate of 
thread deaths on the AR Server, during which time the mid-tier becomes 
unresponsive and drops sessions. BMC Support has been useless on this one, 
which we reported as early as September 2011 - after going into production in 
late August.  The most recent thread crashes are as recent as 2 Feb, so the fun 
continues.  They look like this in the arerror.log (server/user/IP masked) - 
these ones definitely triggered by restarting the mid-tier tomcat instance:

Mon Jan 16 02:05:04 2012: AR System server terminated when a signal/exception 
was received by the server (ARNOTE  20)

   Thread Id: 1240
   Version: 7.6.04 SP1 HotFix 01 201107051610 Jul  5 2011 17:17:48
   ServerName: xx
   Database: SQL -- SQL Server
   Hardware: x86_64
   OS: Windows Server 2003
   RPC Id: 16071
   RPC Call: 36 (GSI)
   RPC Queue: 390620
   Client: User xxx from Mid-tier (protocol 18) at IP address 
999.999.999.999
   Logging On: User
   Code: c005
   Operation: read
   Access Addr: 
   Stack Begin:
   Stack End
Mon Jan 16 02:05:03 2012  390620 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Mon Jan 16 02:05:03 2012 0xc005
Mon Jan 16 02:05:03 2012  390620 : AR System server terminated - fatal error 
occurred in ARSERVER (ARNOTE 21)


No, I don't attribute these problems to going 64-bit; I blame 7.6.04.01+ and 
ehcache.  We were seeing similar thread deaths from when people tried to log in 
to our Kinetic Request web using an iCrap or other mobile device - they 
capitalize your login name - but we stopped that by adding some javascript to 
the login page to force everything to lower case.

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 Andrew C Goodall
Sent: Tuesday, January 17, 2012 9:36 AM
To: arslist@ARSLIST.ORG
Subject: 32bit Vs.64bit JVM performance

**
I'm soliciting feedback regarding experience observed in the field regarding 
migrating from 32bit JVM to 64bit processes - is it worth it?

So we'll be upgrading from 7.5 32bit to 7.6.04 64bit (on Windows 2008), our 
major objective is to drastically improve client performance.

Due to BMC R&D response, BMC PS is recommending we stay with the

HW Requirements for ARS 7.6.04 (Document)

[Alejandro Canon]

Hi Fellows

Do you know if there's a specific document for Hardware Requirements and Sizing 
when installing ARS 7.6.04?
As per my knowledge there's a BMC document named "Reference Architecture for 
BMC Service Support Solutions using BSM 7.6 Components" but this document was 
released for ITSM 7.6 version.
I guess Hardware Requirements for 7.6.04 should be same as 7.6 because 7.6.04 
is a Maintenance Version.
Is there any new document that BMC have released about HW requirements for 
7.6.04?

Cheers,

Alejandro


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Re: SRM and Approval activity log issue

[Tony Worthington]

Pete -

I am not aware of any OOTB functionality which ties Approval Central 
questions/comments with SRM Activity Logs or vice versa.  Similar limitations 
exist within the integration between Change Management, and Approval Central.  
(You will find there is nowhere on the CRQ to see questions or comments posed 
by approvers.)  If someone can correct me in this assumption, by all means do. 
It seems like a whopper of a missed requirement in the apps.

My suggestion would be to create some workflow which pushes data around between 
the two subsystems.

Tony


On Feb 8, 2012, at 7:52 AM, Joran, Peter CTR WHS/ITMD/CACI wrote:

>  If a user creates a service request and creates an Activity Log entry the 
> entry is not visible to the approver in Approval Central. The second issue is 
> that the activity log issue breaks the ability for the approver to request 
> more information before assigning an approval status. Activity logs created 
> by the approver in Approval Central are not visible to the service request 
> submitter. It’s interesting that the activity logs are stored in SRM:WorkInfo 
> for service requests and activity logs for approvals are stored in 
> AP:Question-Comment-Info.


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Migration for SRM items and Approval Chains

[Angie Mora]

Hi Listers,

I was wondering if there is any easy way to migrate some of the SRM items 
and especially the approval chains?  We are running SRM 7.6.03 on SQL 
Server 2008.  Any help would be appreciated. 

Thank You, 
Angie Mora 

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Re: Installation questions

[RemedyAdmin]

Thanks Fred/Thad/Joe.

I finally called BMC; with there assistance (gotten better), 

1. recreated the tablespace
2. added the permissions to aradmin
3. Ran the installer with Oracle connection and service name = servicename.
4. Demo started, plugin didnot - change port due to fw, started.
5. Below tnsnames:

# TNSNAMES.ORA Network Configuration File:
/opt/oracle/sid/product/10.2.0/network/admin/tnsnames.ora
# Generated by Oracle configuration tools.

EXTPROC_CONNECTION_DATA.company.COM =
  (DESCRIPTION =
(ADDRESS_LIST =
  (ADDRESS = (PROTOCOL = IPC)(KEY = EXTPROC))
)
(CONNECT_DATA =
  (SID = PLSExtProc)
  (PRESENTATION = RO)
)
  )

ServiceName.company.COM =
  (DESCRIPTION =
(ADDRESS_LIST =
  (ADDRESS = (PROTOCOL = TCP)(HOST = hostname)(PORT = ))
)
(CONNECT_DATA =
  (SERVICE_NAME = Service_name)
  (INSTANCE_NAME = SID)
)
  )





Grooms, Frederick W wrote:
> 
> I had to type in the connection identifier in the install screen.  Your
> log shows "Failed to validate AR DB user exists" meaning the installer was
> unable to connect to the database.
> 
> Last I had heard there was a bug in the installer somewhere that mixed up
> connection identifier and service name/SID.  That's why I have an
> additional entry in the tnsnames.ora file so the bug has no effect.
> 
> Technically the tnsnames.ora entry is:
> ConnectionIdentifier =
>   (DESCRIPTION =
> (ADDRESS_LIST =
>   (ADDRESS = (PROTOCOL = TCP)(HOST = serverhostname.company.com)(PORT
> = 1521))
> )
> (CONNECT_DATA =
>   (SERVICE_NAME = servicename)   <<-- OR  (SID = sid) depending on how
> your database is set up
> )
>   )
> 
> That's why I put an additional entry in the file where the
> ConnectionIdentifier value = the ServiceName/SID value I am working with.
> 
> Fred
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of D Dussie
> Sent: Tuesday, February 07, 2012 1:49 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Installation questions
> 
> Thanks Fred,
> 
> tnsnames.ora, db uses ldap to authenticate
> In the install screen doesnot put "servicename" in the Connection
> Identifier,but does in ServiceName/SID. Doesnot populate the port which is
> different from 1521, and hostname.
> 
> Another, interesting case - (is this the conflict, can the application not
> connect to servicename, excluding the SID; because tnsping SID will
> resolve Currentprod?)
> 
> Current Remedy_p, has servicename_p = sid_p on port 1521
> New Remedy_d, has servicename_d != sid_d not on port 1521, but sid_d=sid_p
> 
> 
> tnsnames.ora file:
> EXTPROC_CONNECTION_DATA.company.COM =
>   (DESCRIPTION =
> (ADDRESS_LIST =
>   (ADDRESS = (PROTOCOL = IPC)(KEY = EXTPROC))
> )
> (CONNECT_DATA =
>   (SID = PLSExtProc)
>   (PRESENTATION = RO)
> )
>   )
> 
> SID.company.COM =
>   (DESCRIPTION =
> (ADDRESS_LIST =
>   (ADDRESS = (PROTOCOL = TCP)(HOST = serverhostname.company.com)(PORT
> = 1521))
> )
> (CONNECT_DATA =
>   (SERVICE_NAME = servicename)
> )
>   )
> 
>  Looking at the install log, note only installing Arsystem not the
> ARDC, etc components..(working with each errors, as experienced is prior
> upgrade)
> 
> Feb 06 2012 06:02:31.958 PM
> -0500),SEVERE,com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerDBAUserInputValidationTask,
>   THROWABLE EVENT {Description=[Failed to validate AR DB user exists]},
>   Throwable=[java.sql.SQLException: ORA-00942: table or view does not
> exist
>  
> oracle.jdbc.driver.SQLStateMapping.newSQLException(SQLStateMapping.java:133)
>   oracle.jdbc.driver.DatabaseError.newSQLException(DatabaseError.java:115)
>  
> oracle.jdbc.driver.DatabaseError.throwSqlException(DatabaseError.java:221)
>   oracle.jdbc.driver.T4CTTIoer.processError(T4CTTIoer.java:467)
>   oracle.jdbc.driver.T4CTTIoer.processError(T4CTTIoer.java:417)
>   oracle.jdbc.driver.T4C8Oall.receive(T4C8Oall.java:1084)
>  
> oracle.jdbc.driver.T4CPreparedStatement.doOall8(T4CPreparedStatement.java:215)
>  
> oracle.jdbc.driver.T4CPreparedStatement.executeForDescribe(T4CPreparedStatement.java:1032)
>  
> oracle.jdbc.driver.T4CPreparedStatement.executeMaybeDescribe(T4CPreparedStatement.java:1139)
>  
> oracle.jdbc.driver.OracleStatement.doExecuteWithTimeout(OracleStatement.java:1471)
>  
> oracle.jdbc.driver.OraclePreparedStatement.executeInternal(OraclePreparedStatement.java:3874)
>  
> oracle.jdbc.driver.OraclePreparedStatement.executeQuery(OraclePreparedStatement.java:3944)
>  
> oracle.jdbc.driver.OraclePreparedStatementWrapper.executeQuery(OraclePreparedStatementWrapper.java:3613)
>  
> com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerDBAUserInputValidationTask.validateARDBOracleUserExists(ARServerDBAUserInputValidationTask.java:2337)
>  
> com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerDBAUserInputVa

Re: Abydos - experiences

[Jose Huerta]

My opinion is that Abydos Analyzer features had to be included in the
standard developer studio.

Jose M. Huerta
Project Manager**

Movil: 661 665 088

Telf.: 971 75 03 24

Fax: 971 75 07 94

 

SM2 Baleares S.A.
C/Rita Levi 

Edificio SM2 Parc Bit

07121 Palma de Mallorca

  
  
 

La información contenida en este mensaje de correo electrónico es
confidencial. La misma, es enviada con la intención de que únicamente sea
leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje
por otras personas no está autorizado, por lo que en tal caso, le rogamos
que nos lo comunique por la misma vía, se abstenga de realizar copias del
mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de
inmediato.

P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es
necesario.



On Wed, Feb 8, 2012 at 16:06, Andrew C Goodall  wrote:

> ** ** ** ** ** ** **
>
> We own and use Abydos Analyzer too. 
>
> It’s one of those tools which you might not use everyday, but when you do
> it saves you a ton of time.
>
> It’s easy to work with and use, and very quick and powerful. I would
> definitely recommend it.
>
> Love that it uses standard Microsoft products for the output to Visio and
> Excel.
>
> ** **
>
> 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 *John Sundberg
> *Sent:* Wednesday, February 08, 2012 8:42 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Abydos - experiences
>
> ** **
>
> ** 
>
> (BTW - I have no connection to Abydos, except that we share the
> same earth, air, etc…)
>
> ** **
>
> FYI - we purchased Abydos Analyzer a month or so ago. 
>
> ** **
>
> I thought I would relay back that 2 times in the last week alone -- it was
> quite helpful.
>
> ** **
>
> One scenario was to track down and give insight into a design decision we
> were making for the next version of Request.
>
> ** **
>
> We were able to easily look at the code areas and get a rough feel of
> level of effort to implement the change.
>
> We could see all the areas that were using a certain table and fields --
> and then -- we could estimate the impact.
>
> To me - this is very valuable -- as - if you were going blind (I mean
> using the normal Admin tool) -- you would have to uncover this stuff over
> time -- and you may be walking into a mine-field of a problem. In our case
> - we were not walking into a mine-field -- and therefore had confidence in
> moving forward.
>
> ** **
>
> ** **
>
> The other scenario was a bit of an overall analysis of high-level
> workflow. We had Abydos analyze what happens on a submit of a
> Kinetic Request. We printed it out -- and then discussed the flow/process
> as a group. Without the printout -- it would have been "practically
> impossible" to have that kind of discussion.
>
> ** **
>
> ** **
>
> I thought I would relay these experiences - as I find design to be the
> most important step in the creation of software. The traditional tools for
> ARS are designed to program -- not designed for design :) I think it is a
> critically missing piece to the toolset.
>
> ** **
>
> ** **
>
> Abydos would be a great addition to any Remedy system.
>
> ** **
>
> ** **
>
> ** **
>
> -John
>
> ** **
>
> ** **
>
> ** **
>
>
> 
>
> ** **
>
> --
> 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
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
> 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 WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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<><><><>

Re: SRM and Approval activity log issue

[Chou, David]

Hi Tony,

Yes, we are aware of this issue, it's actually an ITSM-wide issue, and a 
backlog has been created to rectify this in a future release.

Thanks,
David

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tony Worthington
Sent: Wednesday, February 08, 2012 12:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM and Approval activity log issue

**
Pete -

I am not aware of any OOTB functionality which ties Approval Central 
questions/comments with SRM Activity Logs or vice versa.  Similar limitations 
exist within the integration between Change Management, and Approval Central.  
(You will find there is nowhere on the CRQ to see questions or comments posed 
by approvers.)  If someone can correct me in this assumption, by all means do. 
It seems like a whopper of a missed requirement in the apps.

My suggestion would be to create some workflow which pushes data around between 
the two subsystems.

Tony


On Feb 8, 2012, at 7:52 AM, Joran, Peter CTR WHS/ITMD/CACI wrote:


 If a user creates a service request and creates an Activity Log entry the 
entry is not visible to the approver in Approval Central. The second issue is 
that the activity log issue breaks the ability for the approver to request more 
information before assigning an approval status. Activity logs created by the 
approver in Approval Central are not visible to the service request submitter. 
It's interesting that the activity logs are stored in SRM:WorkInfo for service 
requests and activity logs for approvals are stored in AP:Question-Comment-Info.

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

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Question on approval server

[pritch]

Hi everyone - I am looking to add a custom field on the change request form to 
the approval process - Might just be me, but the approval server document 
didn't seem to address what I'm looking to do.

Basically, I have a field that can have a number of entries from a drop-down 
list.  If this drop-down list is set to a certain value, I need an additional 
approval.  I can set up the levels to get this to occur, but I can't find the 
info on how to get the approval engine to evaluate this field.  In effect, all 
changes are having the extra approval generated.  What I need is to only have 
the extra approval generated if this custom field is set to 'value x'.  Anyone 
ever add a field to the approval mappings like this or can point me to a doc 
that describes how to accomplish it?

thanks

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