Re: Issues with advanced search

[Remedy]

Thanks

On Thu, Feb 16, 2012 at 12:55 AM, benny shell  wrote:

> ** The most stable and versatile solution would be for your team to create
> a few canned Crystal reports and embed them in Remedy.
>
> On Wed, Feb 15, 2012 at 2:00 AM, Remedy  wrote:
>
>> ** Hi All,
>>
>>
>> Could any one please provide me a suggestion to pull an accurate report
>> in the either in normal search or in advanced search in any ARS form rather
>> than using the database id  of the particular field.
>>
>> As per my understanding there are duplicate labels in the ARS forms and
>> hence we use database id of a field to pull the report but my concern here
>> is how do the end user know whether they have pulled the accurate report or
>> not, by using the field name's instead of database id's, as we found
>> variance in the report by using the same criteria in two different search
>> methods ( default search & advanced search) .
>>
>> Moreover is there any easy way of finding the database id's of all the
>> field's in a form say in Help desk form.
>>
>>
>> --
>> *Thanks & Regards
>>  Remedy User*
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
*Thanks & Regards
 Remedy User*

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Re: Caught exception: Unable to get value of the property 'replace':

[Brian Pancia]

I have seen this on multiple systems.  There are a number of caught
exception errors that have come up in 7.6.04.  What SP are you on and have
you loaded any hotfixes?  We have found a number of issues around the notes
field for work details.  Also, are you using load balancers in front of the
mid-tier?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of BMC Remedy
Sent: Tuesday, February 14, 2012 6:23 AM
To: arslist@ARSLIST.ORG
Subject: Caught exception: Unable to get value of the property 'replace':

 

** Hi All,

OneITSM- Incident module: gives an error message when viewing work info
details: "Caught exception: Unable to get value of the property 'replace':
object is null or undefined."


We are using 7.6
Browser :IE 8

Thanks & Regards
Math
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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SRM ad-hoc approval to a specific person

[Bhupesh Gupta]

I want to mention the person name on run time. Is it possible to
trigger approval to that?

Please advise.

Version 7.6.04 SP2

-- 
Regards,
Bhupesh Gupta

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Re: RKM: Importing articles in bulk

[Ray T]

Perfect! Thanks Roger.

On 2/15/12, Roger Justice  wrote:
>
> You need to log into BMC Support and then you can check out KA345135 in the
> Knowledge Base for the utility, a hotfix associated with it, instructions on
> configuration/use, and some sample data files.
>
> If you do not have a support log in then you will need to get your customer
> to provide you their support ID.
>
>
>
> -Original Message-
> From: Ray T 
> To: arslist 
> Sent: Wed, Feb 15, 2012 4:55 pm
> Subject: Re: RKM: Importing articles in bulk
>
>
> I don't think RKM uses Remedy forms to store KBs. If it did, it would
> implify things quite a lot.
> Roger, can you point me to the right place in BMCDN? I couldn't locate it.
> Can anybody send me text of the paragraph from whatever RKM document
> tates that bulk import can be done or how to do it? I just need to
> ake the evidence to the administrator and let him figure out the
> etail. Or can somebody give me exact name of the tool that does it?
> Thanks.
>
> n 2/15/12, Ben Chernys  wrote:
>  If it's data, Meta-Update will do it no problem.  A trial is free and you
>  should be able to do your import.
>
>
>
>  Cheers
>
>
>
>  Ben Chernys
>
>  Senior Software Architect
>  Software Tool House Inc.
>
>  Canada / Deutschland / Germany
>  Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
>  Email:   Ben.Chernys _AT_ softwaretoolhouse.com
>  
>  Web:   www.softwaretoolhouse.com
>
>  Check out Software Tool House's free Diary Editor.
>
>  Meta-Update, our premium ARS Data tool, lets you automate
>  your imports, migrations, in no time at all, without programming,
>  without staging forms, without merge workflow.
>    http://www.softwaretoolhouse.com/
>
>
>
>
>
>  From: Action Request System discussion list(ARSList)
>  [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
>  Sent: February-15-12 18:53
>  To: arslist@ARSLIST.ORG
>  Subject: Re: RKM: Importing articles in bulk
>
>
>
>  ** There is an article listed on BMCDN concerning the non GA import tool
> for
>  RKM 7.6.03/04 that is available from Support. RKM 7.5 did have the ability
>  to do a bulk import.
>
>
>
>  -Original Message-
>  From: Ray T 
>  To: arslist 
>  Sent: Wed, Feb 15, 2012 12:49 pm
>  Subject: RKM: Importing articles in bulk
>
>  Hello all,
>  A RKM administrator is telling me he can't bulk import knowledge
>  articles (from, say, a CSV file) into RKM (I think 7.6), so I have to
>  type them in one by one.
>
>  Not true right? What do I tell this administrator? If anybody has
>  information about how to do this that I can show this administrator,
>  please reply.
>
>  Thanks.
>
> 
>  ___
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>  
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>  the Answers Are"
>
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>
>
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Re: RKM: Importing articles in bulk

[Roger Justice]

You need to log into BMC Support and then you can check out KA345135 in the 
Knowledge Base for the utility, a hotfix associated with it, instructions on 
configuration/use, and some sample data files.

If you do not have a support log in then you will need to get your customer to 
provide you their support ID.



-Original Message-
From: Ray T 
To: arslist 
Sent: Wed, Feb 15, 2012 4:55 pm
Subject: Re: RKM: Importing articles in bulk


I don't think RKM uses Remedy forms to store KBs. If it did, it would
implify things quite a lot.
Roger, can you point me to the right place in BMCDN? I couldn't locate it.
Can anybody send me text of the paragraph from whatever RKM document
tates that bulk import can be done or how to do it? I just need to
ake the evidence to the administrator and let him figure out the
etail. Or can somebody give me exact name of the tool that does it?
Thanks.

n 2/15/12, Ben Chernys  wrote:
 If it's data, Meta-Update will do it no problem.  A trial is free and you
 should be able to do your import.



 Cheers



 Ben Chernys

 Senior Software Architect
 Software Tool House Inc.

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

 Check out Software Tool House's free Diary Editor.

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





 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
 Sent: February-15-12 18:53
 To: arslist@ARSLIST.ORG
 Subject: Re: RKM: Importing articles in bulk



 ** There is an article listed on BMCDN concerning the non GA import tool for
 RKM 7.6.03/04 that is available from Support. RKM 7.5 did have the ability
 to do a bulk import.



 -Original Message-
 From: Ray T 
 To: arslist 
 Sent: Wed, Feb 15, 2012 12:49 pm
 Subject: RKM: Importing articles in bulk

 Hello all,
 A RKM administrator is telling me he can't bulk import knowledge
 articles (from, say, a CSV file) into RKM (I think 7.6), so I have to
 type them in one by one.

 Not true right? What do I tell this administrator? If anybody has
 information about how to do this that I can show this administrator,
 please reply.

 Thanks.

 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 
 attend wwrug12 www.wwrug12.com   ARSList: "Where
 the Answers Are"

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


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Java Plugin Server - Class conflict

[John Baker]

A byte array is better, as you can't get a byte array from a String without 
specifying an encoding type, and I'm not sure a library knows what encoding to 
use. ie. string.getBytes() is bad, and string.getBytes("utf-8") is good.

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Re: RKM: Importing articles in bulk

[strauss]

Actually, RKM 7.6.03/4 uses a whole passel of forms to store KB articles, 
rather than the old .xml file in a folder method used in RKM 7.2 or so.  In 
fact, BMC cautions against deleting a KB article from the main form because it 
orphans all of the related records.  Basically, there is no correlation between 
the current RKM and all previous versions; totally different architectures.

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 Ray T
Sent: Wednesday, February 15, 2012 3:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: RKM: Importing articles in bulk

I don't think RKM uses Remedy forms to store KBs. If it did, it would simplify 
things quite a lot.

Roger, can you point me to the right place in BMCDN? I couldn't locate it.

Can anybody send me text of the paragraph from whatever RKM document states 
that bulk import can be done or how to do it? I just need to take the evidence 
to the administrator and let him figure out the detail. Or can somebody give me 
exact name of the tool that does it?

Thanks.


On 2/15/12, Ben Chernys  wrote:
> If it's data, Meta-Update will do it no problem.  A trial is free and 
> you should be able to do your import.
>
>
>
> Cheers
>
>
>
> Ben Chernys
>
> Senior Software Architect
> Software Tool House Inc.
>
> Canada / Deutschland / Germany
> Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
> Email:   Ben.Chernys _AT_ softwaretoolhouse.com
> 
> Web:   www.softwaretoolhouse.com
>
> Check out Software Tool House's free Diary Editor.
>
> Meta-Update, our premium ARS Data tool, lets you automate your 
> imports, migrations, in no time at all, without programming, without 
> staging forms, without merge workflow.
>   http://www.softwaretoolhouse.com/
>
>
>
>
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
> Sent: February-15-12 18:53
> To: arslist@ARSLIST.ORG
> Subject: Re: RKM: Importing articles in bulk
>
>
>
> ** There is an article listed on BMCDN concerning the non GA import 
> tool for RKM 7.6.03/04 that is available from Support. RKM 7.5 did 
> have the ability to do a bulk import.
>
>
>
> -Original Message-
> From: Ray T 
> To: arslist 
> Sent: Wed, Feb 15, 2012 12:49 pm
> Subject: RKM: Importing articles in bulk
>
> Hello all,
> A RKM administrator is telling me he can't bulk import knowledge 
> articles (from, say, a CSV file) into RKM (I think 7.6), so I have to 
> type them in one by one.
>
> Not true right? What do I tell this administrator? If anybody has 
> information about how to do this that I can show this administrator, 
> please reply.
>
> Thanks.
>
> __
> __
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
>  attend wwrug12 www.wwrug12.com 
>   ARSList: "Where the Answers Are"
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> __
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Re: RKM: Importing articles in bulk

[Ray T]

I don't think RKM uses Remedy forms to store KBs. If it did, it would
simplify things quite a lot.

Roger, can you point me to the right place in BMCDN? I couldn't locate it.

Can anybody send me text of the paragraph from whatever RKM document
states that bulk import can be done or how to do it? I just need to
take the evidence to the administrator and let him figure out the
detail. Or can somebody give me exact name of the tool that does it?

Thanks.


On 2/15/12, Ben Chernys  wrote:
> If it's data, Meta-Update will do it no problem.  A trial is free and you
> should be able to do your import.
>
>
>
> Cheers
>
>
>
> Ben Chernys
>
> Senior Software Architect
> Software Tool House Inc.
>
> Canada / Deutschland / Germany
> Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
> Email:   Ben.Chernys _AT_ softwaretoolhouse.com
> 
> Web:   www.softwaretoolhouse.com
>
> Check out Software Tool House's free Diary Editor.
>
> Meta-Update, our premium ARS Data tool, lets you automate
> your imports, migrations, in no time at all, without programming,
> without staging forms, without merge workflow.
>   http://www.softwaretoolhouse.com/
>
>
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
> Sent: February-15-12 18:53
> To: arslist@ARSLIST.ORG
> Subject: Re: RKM: Importing articles in bulk
>
>
>
> ** There is an article listed on BMCDN concerning the non GA import tool for
> RKM 7.6.03/04 that is available from Support. RKM 7.5 did have the ability
> to do a bulk import.
>
>
>
> -Original Message-
> From: Ray T 
> To: arslist 
> Sent: Wed, Feb 15, 2012 12:49 pm
> Subject: RKM: Importing articles in bulk
>
> Hello all,
> A RKM administrator is telling me he can't bulk import knowledge
> articles (from, say, a CSV file) into RKM (I think 7.6), so I have to
> type them in one by one.
>
> Not true right? What do I tell this administrator? If anybody has
> information about how to do this that I can show this administrator,
> please reply.
>
> Thanks.
>
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> 
> attend wwrug12 www.wwrug12.com   ARSList: "Where
> the Answers Are"
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> ___
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>

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Re: 39695 : An error has occurred while loading a plug-in. (ARERR 8756)

[Axton]

You probably want to use the libjvm that matches the version of java
you are running.  Use 'which java' to see what java you are using,
then use the libjvm.so from that installation path.  If it is missing,
find out where it went and restore it, or install a new jdk and use
that instead.

You can use ldd to see what files the java executable resolves when
looking for dynamic libs.

Axton Grams

On Wed, Feb 15, 2012 at 10:06 AM, Danny Kellett
 wrote:
> **
>
> ./usr/jdk/jdk1.6.0_06/jre/lib/sparc/
>
>
>
> I would start the arplugin from the command line if this fails again just to
> see if there are any dependencies on this version of libjvm
>
>
>
> Regards
>
> Danny
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo
> Sent: 15 February 2012 16:05
> To: arslist@ARSLIST.ORG
> Subject: Re : 39695 : An error has occurred while loading a plug-in. (ARERR
> 8756)
>
>
>
> **
>
> This is the java we are running:
>
> $ java -version
> java version "1.6.0_07"
> Java(TM) SE Runtime Environment (build 1.6.0_07-b06)
> Java HotSpot(TM) Server VM (build 10.0-b23, mixed mode)
>
>
>
> But not quite sure which one to include from the list!
>
>
>
> De : Danny Kellett 
> À : arslist@ARSLIST.ORG
> Envoyé le : Mercredi 15 février 2012 16h53
> Objet : Re: 39695 : An error has occurred while loading a plug-in. (ARERR
> 8756)
>
>
>
> **
>
> Hi,
>
>
>
> Is this a plugin you have created? If so then what java version do you need?
>
>
>
> This looks like a mix of java types and versions. I would use the most
> recent. Or try each of them in turn and see if it works J
>
>
>
> Kind regards
>
> Danny
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo
> Sent: 15 February 2012 15:49
> To: arslist@ARSLIST.ORG
> Subject: 39695 : An error has occurred while loading a plug-in. (ARERR 8756)
>
>
>
> **
>
> Dear listers,
>
>
>
> This is a 7.1 server on a solaris 10 machine.
>
>
>
> I get this error when starting the server. If failed to load the libjvm.so
> library.
>
>
>
> Tue Feb 14 09:03:28 2012  390695 : An error has occurred while loading a
> plug-in. (ARERR 8756)
> Tue Feb 14 09:03:28 2012 ld.so.1: arplugin: fatal: libjvm.so: open
> failed: No such file or directory
>
>
>
> There a KB# which states that you need to add the path to this library to
> the LD_LIBRARY variable and that should resolve the problem.
>
>
> I did a find on the file system and I get few of them. Does anyone knows
> which one to include?
>
>
>
> ./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/server/libjvm.so
> ./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/client/libjvm.so
> ./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/libjvm.so
> ./usr/openv/java/jre/lib/sparc/server/libjvm.so
> ./usr/openv/java/jre/lib/sparc/client/libjvm.so
> ./usr/openv/java/jre/lib/sparc/libjvm.so
> ./usr/openv/java/jre/lib/sparcv9/server/libjvm.so
> ./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/client/libjvm.so
> ./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/libjvm.so
> ./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/server/libjvm.so
> ./usr/jdk/instances/jdk1.6.0/jre/lib/sparcv9/server/libjvm.so
> ./usr/jdk/jdk1.6.0_06/jre/lib/sparc/server/libjvm.so
> ./usr/jdk/jdk1.6.0_06/jre/lib/sparc/client/libjvm.so
> ./usr/jdk/jdk1.6.0_06/jre/lib/sparc/libjvm.so
> ./usr/jdk/jdk1.6.0_06/jre/lib/sparcv9/server/libjvm.so
>
>
>
> Thanks
> frex
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Java Plugin Server - Class conflict

[Axton]

I got the plugin working using the Apache Commons Codec bundled with
the plugin server.  The version bundled with the plugin server is ~8
years old (version 1.3).  I submitted an enhancement request to update
the Apache Commons libraries used by the plugin server.

I used the same arpluginserver.jar to compile and run the plugin, but
the jar contains the apache commons jar files, which I replaced with
the newer version, which caused the problem.  The method
org.apache.commons.codec.binary.Base64.encode changed from accepting a
byte[] to  String, or in the newer version it accepts either a byte[]
or String, which I could see barfing things up with the plugin server.

Axton Grams

On Wed, Feb 15, 2012 at 11:22 AM, Ben Chernys
 wrote:
> Just one thing I note (again, not being a java guy) but I see the SEGV on
> VerifyControlRecord.  I have seen this (esp.) on Solaris on earlier versions
> when you mix up the compile and run library versions.  If it's a plugin
> server you're writing this is especially true and the releases must match
> between the server and the app.  The control record has changed in size over
> the releases.
>
> Check your java versions down the java paths.
>
> Cheers
> Ben
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
> Sent: February-15-12 17:44
> To: arslist@ARSLIST.ORG
> Subject: Re: Java Plugin Server - Class conflict
>
> Using the updated apache-commons-codec seems to cause the plugin server to
> issue a call that causes arserver to crash.  Here is the stack trace from
> the plugin server:
>
> Exception in thread "job-scheduler" java.lang.NullPointerException
>  at org.apache.commons.codec.binary.Base64.encode(Base64.java:380)
>  at org.apache.commons.codec.binary.BaseNCodec.encode(BaseNCodec.java:340)
>  at com.bmc.arsys.arencrypt.f.try(Unknown Source)
>  at com.bmc.arsys.arencrypt.f.encryptData(Unknown Source)
>  at com.bmc.arsys.arencrypt.PasswordEncryption.encryptPasswordEx(Unknown
> Source)
>  at com.bmc.arsys.arencrypt.PasswordEncryption.encryptPasswordEx(Unknown
> Source)
>  at com.bmc.arsys.arrpc.xdr.ArRpcPassword.setPasswordStr(Unknown Source)
>  at com.bmc.arsys.api.session.g.a(Unknown Source)
>  at com.bmc.arsys.api.ProxyJRpc.loadRpcControlStruct(Unknown Source)
>  at com.bmc.arsys.api.ProxyJRpc.ARGetServerInfo(Unknown Source)
>  at com.bmc.arsys.api.ARServerUser.getServerInfo(Unknown Source)
>  at com.bmc.arsys.api.ARServerUser.getServerVersion(Unknown Source)
>  at com.bmc.arsys.api.ARServerUser.getServerVersionMajor(Unknown Source)
>  at com.bmc.arsys.api.ARServerUser.usePrivateRpcQueue(Unknown Source)
>  at com.newyorklife.remedy.plugins.extractor.Job.run(Job.java:154)
>  at java.util.TimerThread.mainLoop(Timer.java:512)
>  at java.util.TimerThread.run(Timer.java:462)
>
> Which causes arserver to crash with this stack trace:
>
> Wed Feb 15 11:03:00 2012     11
>   Timestamp: 1329321780.4503
>   Thread Id: 76
>   Version: 7.5.00 Patch 003 200909292346 Apr 28 2010 14:12:04
>   ServerName: server
>   Database: SQL -- Oracle
>   Hardware: sun4u
>   OS: SunOS 5.10
>   RPC Id: 15000
>   RPC Call: 73 (GLEWF)
>   RPC Queue: 390621
>   Client: User Demo from Unidentified Client (protocol 14) at IP address
> 1.2.3.4
>   Logging On: API Escalation Filter SQL User Thread
>
> Stacks:
> ^@/path/to/ARSystem/bin/arserverd:DumpStackTrace+0x110
> /path/to/ARSystem/bin/arserverd:SignalTrapProc+0x228
> /lib/sparcv9/libc.so.1:0xd6fdc
> /lib/sparcv9/libc.so.1:0xcab70
> /lib/sparcv9/libc.so.1:0xcad7c
> /path/to/ARSystem/bin/arserverd:VerifyControlRecord+0x7c8 [ Signal 11
> (SEGV)] /path/to/ARSystem/bin/arserverd:0x47f81c
> /path/to/ARSystem/bin/arserverd:argetlistentrywithfields_14_svc+0xf4
> /path/to/ARSystem/bin/arserverd:HandleRPCs+0x2c2f4
> /path/to/ARSystem/bin/arserverd:WorkerThread+0xcb0
> /path/to/ARSystem/bin/arserverd:RestartableThreadMain+0x88
> /path/to/ARSystem/bin/arserverd:UnixThreadStartRoutine+0x17c
> /lib/sparcv9/libc.so.1:0xd6eb0
>
> Guess I'm off to re-factor this class or write my own.
>
> Axton Grams
>
> On Wed, Feb 15, 2012 at 10:21 AM, Axton  wrote:
>> Still the same issue with this particular class.  I see the following
>> in the plugin server logs when the plugin is initializing:
>>
>> Caused by: java.lang.NoSuchMethodError:
>> org.apache.commons.codec.binary.Base64.decodeBase64(Ljava/lang/String;
>> )[B
>>  at com.xxx.remedy.plugins.extractor.Job.setPassword(Job.java:642)
>>  at
>> com.xxx.remedy.plugins.extractor.Job.setFailsafeDefaults(Job.java:355)
>>  at
>> com.xxx.remedy.plugins.extractor.Config.configureJobs(Config.java:56)
>>  at com.xxx.remedy.plugins.extractor.Config.(Config.java:30)
>>  at com.xxx.remedy.plugins.Extractor.init(Extractor.java:51)
>>  ... 9 more
>>
>> The class path is set up with the directory that contains the jar that
>> has this class first in the class path:
>>
>> $ pargs 23237
>> 23237:  ./java -Dpname=PluginSvrMain -server -Xms128m -Xmx512m
>> -X

Re: RKM: Importing articles in bulk

[Ben Chernys]

I have not tried it with RKM.  I have tried with a complete ITSM.  All 
foundation data, all support groups, all people of various types, all 
customers, all operating companies,  Incidents, Problems, Tasks, CMDB, 
relationships, associations, contracts, and on and on and on, many many times, 
for many many customers.

 

If it is ARS data, it is doable with Meta-Update.  Simple as that.  

 

Ben

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: February-15-12 20:00
To: arslist@ARSLIST.ORG
Subject: Re: RKM: Importing articles in bulk

 

** Have you tested this with the new RKM application. It is not a simple join 
form like Asset.



-Original Message-
From: Ben Chernys 
To: arslist 
Sent: Wed, Feb 15, 2012 1:58 pm
Subject: Re: RKM: Importing articles in bulk

** 

If it’s data, Meta-Update will do it no problem.  A trial is free and you 
should be able to do your import.

 

Cheers

 

Ben Chernys

Senior Software Architect
Software Tool House Inc.

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

Check out Software Tool House's free Diary Editor.

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

 

 

From: Action Request System discussion list(ARSList) [ 
 mailto:arslist@ARSLIST.ORG] On Behalf Of Roger 
Justice
Sent: February-15-12 18:53
To:   arslist@ARSLIST.ORG
Subject: Re: RKM: Importing articles in bulk

 

** There is an article listed on BMCDN concerning the non GA import tool for 
RKM 7.6.03/04 that is available from Support. RKM 7.5 did have the ability to 
do a bulk import. 

-Original Message-
From: Ray T <  cool.deve...@gmail.com>
To: arslist <  arslist@ARSLIST.ORG>
Sent: Wed, Feb 15, 2012 12:49 pm
Subject: RKM: Importing articles in bulk

Hello all,
A RKM administrator is telling me he can't bulk import knowledge
articles (from, say, a CSV file) into RKM (I think 7.6), so I have to
type them in one by one.
 
Not true right? What do I tell this administrator? If anybody has
information about how to do this that I can show this administrator,
please reply.
 
Thanks.
 
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Re: How to create an archival server in remedy in windows platform!!!

[Hari Vishwakarma]

Hi All,
@Allen,
Thanks for your valuable suggestions. But out of the available options, i
think i need to choose the best otherwise i will be playing with fire.

I am looking to archive the data in the following way:

1. Selective archiving( with conditions such as all the tickets which are
closed by the system, cancelled tickets with work logs,attachments), but
here full archiving of data is also open and in mind.
2. As far as archived data is concerned, we will be using that data for
reporting as well as for audit purpose.
3.We are ready to stand up another instance of remedy(But not sure about
the licensing terms of BMC like AR server license,ITSM Apps
license,Database license.)
4.We have implemented Remedy in our company four months back,so data is not
so huge, but as the time passes on, it will grow further.So, can you
suggest what frequency should we adopt for archiving(like daily,
weekly,monthly)
5.Initially i am thinking of using DSO,but seems it is complex, so i am
going for archive forms. While archiving, i want to move the data
completely to newly created remedy instance which will reduce the load on
the production and can be used for reporting purpose on the newly created
remedy instance. On production, only the current data will resides like 3-4
months old data.

I also request you to share any document which will guide me step by step
approach or plan, which will help me to achieve the required goal.

Guidance is always a ray of light to eliminate the darkness of ignorance.


With a smiling face

Regards

Hari




On Tue, Feb 14, 2012 at 8:23 PM, Elry  wrote:

> Hey Hari...
>
> Some quick opinions :
>
> 1. Looks like you will be doing selective archiving & not fixed
> archiving.  What this means for us is that you will be selecting
> criteria for tickets that will be archived as opposed to archiving all
> tickets for a fixed time period.  This means that you will have to
> make multiple passes during each archive transaction to get older
> tickets.
> 2. If you are going to close tickets - then you will probably want to
> get all the data associated with the ticket (i.e. work logs,
> attachments etc.).
> 3. You have to decide whether or not you want to use the same Remedy
> interface to look at and retrieve the archived data (you could just
> rely on reports).
> 4. If you use the Remedy interface then - you will have to stand up
> another Remedy instance (granted - that there will be only viewing of
> data - so there will not be a need for write licenses).
> 5. Frequency of archiving, and server performance will depend on how
> much data you will be moving.
> 6. DSO may not be the best method for data migration.
> 7. If you use archive forms - note that the archive forms must be on
> the same server as your Remedy instance (this still leaves your data
> on your production box).
> 8. Remedy Migrator is another option (if you can afford it).  You are
> able to configure private TCP ports to help reduce the load on the
> server. Only drawback - it does not look like there is a way to delete
> your record after archiving; therefore, this will have to be an
> escalation or some other workflow.
> 9. In the past I have used EIE OR AIE OR AI - not sure what they are
> calling it now.  This works ok, but it's newest incarnation that
> leverages the Pentaho Spoon ETL engine looks to be superior (I think
> you need version 7.6.04 of ITSM).
>
> There are third party options like (rrchive is free and picks up where
> the Migrator left off):
>
> META-UPDATE: http://www.softwaretoolhouse.com/product/SthMupd/index.html
> RRCHIVE:  http://www.rrr.se/en/
>
>
> On Feb 14, 8:31 am, Hari Vishwakarma  wrote:
> > Hi,
> >
> > We are planning to have archiving server with the following strategies
> in place:
> >
> > 1. We will be moving our production server data to the newly created
> > archiving server with certain conditions like incident=closed or
> > cancelled, and we will be archiving the data on an interval of 2-3
> > months.
> >
> > Here, i have few queries:
> > a.Will this archival server requires any new hardware,os,remedy ars,
> > remedy apps, licenses.
> > Plz note that my current remedy environment is on windows 2003 server,
> sql serv
> >  er 2005 database,ARS 7.5.04,remedy ITSM apps7.6.01
> > b. Can this archival server be synched on an database level, if yes then
> how?
> >
> > 2. what frequency shall we use to archive the data from the production?
> >
> > 3. will this hamper my production server performance?
> >
> > 4. We are planning to use archiving forms or DSO, please suggest its
> > pros & cons while implementing.
> >
> > Please suggest .
> >
> > Regards
> >
> > Hari
> >
> > One more thing, how this movement of data will happen even after
> > 1.We want our production data to be moved from production to archival se
> >
> >
> >
> >
> >
> >
> >
> >
> >
> > On Tue, Feb 14, 2012 at 1:17 AM, Elry  wrote:
> >
> > > Well Hari...
> >
> > > We currently just finishing up the creation of an archival server.

Re: Issues with advanced search

[benny shell]

The most stable and versatile solution would be for your team to create a
few canned Crystal reports and embed them in Remedy.

On Wed, Feb 15, 2012 at 2:00 AM, Remedy  wrote:

> ** Hi All,
>
> Could any one please provide me a suggestion to pull an accurate report in
> the either in normal search or in advanced search in any ARS form rather
> than using the database id  of the particular field.
>
> As per my understanding there are duplicate labels in the ARS forms and
> hence we use database id of a field to pull the report but my concern here
> is how do the end user know whether they have pulled the accurate report or
> not, by using the field name's instead of database id's, as we found
> variance in the report by using the same criteria in two different search
> methods ( default search & advanced search) .
>
> Moreover is there any easy way of finding the database id's of all the
> field's in a form say in Help desk form.
>
> --
> *Thanks & Regards
>  Remedy User*
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: RKM: Importing articles in bulk

[Roger Justice]

Have you tested this with the new RKM application. It is not a simple join form 
like Asset.



-Original Message-
From: Ben Chernys 
To: arslist 
Sent: Wed, Feb 15, 2012 1:58 pm
Subject: Re: RKM: Importing articles in bulk


** 
If it’s data, Meta-Update will do it no problem.  A trial is free and you 
should be able to do your import.
 
Cheers
 
Ben Chernys

Senior Software Architect
Software Tool House Inc.

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

Check out Software Tool House's free Diary Editor.

Meta-Update, our premium ARS Data tool, lets you automate 
your imports, migrations, in no time at all, without programming, 
without staging forms, without merge workflow. 
http://www.softwaretoolhouse.com/  
 
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: February-15-12 18:53
To: arslist@ARSLIST.ORG
Subject: Re: RKM: Importing articles in bulk
 
** There is an article listed on BMCDN concerning the non GA import tool for 
RKM 7.6.03/04 that is available from Support. RKM 7.5 did have the ability to 
do a bulk import. 



-Original Message-
From: Ray T 
To: arslist 
Sent: Wed, Feb 15, 2012 12:49 pm
Subject: RKM: Importing articles in bulk

Hello all,
A RKM administrator is telling me he can't bulk import knowledge
articles (from, say, a CSV file) into RKM (I think 7.6), so I have to
type them in one by one.
 
Not true right? What do I tell this administrator? If anybody has
information about how to do this that I can show this administrator,
please reply.
 
Thanks.
 
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Re: RKM: Importing articles in bulk

[Ben Chernys]

If it's data, Meta-Update will do it no problem.  A trial is free and you
should be able to do your import.

 

Cheers

 

Ben Chernys

Senior Software Architect
Software Tool House Inc.

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

Check out Software Tool House's free Diary Editor.

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

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: February-15-12 18:53
To: arslist@ARSLIST.ORG
Subject: Re: RKM: Importing articles in bulk

 

** There is an article listed on BMCDN concerning the non GA import tool for
RKM 7.6.03/04 that is available from Support. RKM 7.5 did have the ability
to do a bulk import. 



-Original Message-
From: Ray T 
To: arslist 
Sent: Wed, Feb 15, 2012 12:49 pm
Subject: RKM: Importing articles in bulk

Hello all,
A RKM administrator is telling me he can't bulk import knowledge
articles (from, say, a CSV file) into RKM (I think 7.6), so I have to
type them in one by one.
 
Not true right? What do I tell this administrator? If anybody has
information about how to do this that I can show this administrator,
please reply.
 
Thanks.
 

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Java Plugin Server - Class conflict

[John Baker]

Well that looks obvious:

Exception in thread "job-scheduler" java.lang.NullPointerException
  at org.apache.commons.codec.binary.Base64.encode(Base64.java:380)

I don't know what version you're using but it's broken the API, which uses that 
class. It's probably passing a null or something to Base64.encode. 

Get the commons code and see what the encode function does, and maybe get a 
newer version.


John

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Re: RKM: Importing articles in bulk

[Roger Justice]

There is an article listed on BMCDN concerning the non GA import tool for RKM 
7.6.03/04 that is available from Support. RKM 7.5 did have the ability to do a 
bulk import. 



-Original Message-
From: Ray T 
To: arslist 
Sent: Wed, Feb 15, 2012 12:49 pm
Subject: RKM: Importing articles in bulk


Hello all,
 RKM administrator is telling me he can't bulk import knowledge
rticles (from, say, a CSV file) into RKM (I think 7.6), so I have to
ype them in one by one.
Not true right? What do I tell this administrator? If anybody has
nformation about how to do this that I can show this administrator,
lease reply.
Thanks.
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RKM: Importing articles in bulk

[Ray T]

Hello all,
A RKM administrator is telling me he can't bulk import knowledge
articles (from, say, a CSV file) into RKM (I think 7.6), so I have to
type them in one by one.

Not true right? What do I tell this administrator? If anybody has
information about how to do this that I can show this administrator,
please reply.

Thanks.

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Re: Java Plugin Server - Class conflict

[Ben Chernys]

Just one thing I note (again, not being a java guy) but I see the SEGV on
VerifyControlRecord.  I have seen this (esp.) on Solaris on earlier versions
when you mix up the compile and run library versions.  If it's a plugin
server you're writing this is especially true and the releases must match
between the server and the app.  The control record has changed in size over
the releases.  

Check your java versions down the java paths.

Cheers
Ben

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: February-15-12 17:44
To: arslist@ARSLIST.ORG
Subject: Re: Java Plugin Server - Class conflict

Using the updated apache-commons-codec seems to cause the plugin server to
issue a call that causes arserver to crash.  Here is the stack trace from
the plugin server:

Exception in thread "job-scheduler" java.lang.NullPointerException
  at org.apache.commons.codec.binary.Base64.encode(Base64.java:380)
  at org.apache.commons.codec.binary.BaseNCodec.encode(BaseNCodec.java:340)
  at com.bmc.arsys.arencrypt.f.try(Unknown Source)
  at com.bmc.arsys.arencrypt.f.encryptData(Unknown Source)
  at com.bmc.arsys.arencrypt.PasswordEncryption.encryptPasswordEx(Unknown
Source)
  at com.bmc.arsys.arencrypt.PasswordEncryption.encryptPasswordEx(Unknown
Source)
  at com.bmc.arsys.arrpc.xdr.ArRpcPassword.setPasswordStr(Unknown Source)
  at com.bmc.arsys.api.session.g.a(Unknown Source)
  at com.bmc.arsys.api.ProxyJRpc.loadRpcControlStruct(Unknown Source)
  at com.bmc.arsys.api.ProxyJRpc.ARGetServerInfo(Unknown Source)
  at com.bmc.arsys.api.ARServerUser.getServerInfo(Unknown Source)
  at com.bmc.arsys.api.ARServerUser.getServerVersion(Unknown Source)
  at com.bmc.arsys.api.ARServerUser.getServerVersionMajor(Unknown Source)
  at com.bmc.arsys.api.ARServerUser.usePrivateRpcQueue(Unknown Source)
  at com.newyorklife.remedy.plugins.extractor.Job.run(Job.java:154)
  at java.util.TimerThread.mainLoop(Timer.java:512)
  at java.util.TimerThread.run(Timer.java:462)

Which causes arserver to crash with this stack trace:

Wed Feb 15 11:03:00 2012 11
   Timestamp: 1329321780.4503
   Thread Id: 76
   Version: 7.5.00 Patch 003 200909292346 Apr 28 2010 14:12:04
   ServerName: server
   Database: SQL -- Oracle
   Hardware: sun4u
   OS: SunOS 5.10
   RPC Id: 15000
   RPC Call: 73 (GLEWF)
   RPC Queue: 390621
   Client: User Demo from Unidentified Client (protocol 14) at IP address
1.2.3.4
   Logging On: API Escalation Filter SQL User Thread

Stacks:
^@/path/to/ARSystem/bin/arserverd:DumpStackTrace+0x110
/path/to/ARSystem/bin/arserverd:SignalTrapProc+0x228
/lib/sparcv9/libc.so.1:0xd6fdc
/lib/sparcv9/libc.so.1:0xcab70
/lib/sparcv9/libc.so.1:0xcad7c
/path/to/ARSystem/bin/arserverd:VerifyControlRecord+0x7c8 [ Signal 11
(SEGV)] /path/to/ARSystem/bin/arserverd:0x47f81c
/path/to/ARSystem/bin/arserverd:argetlistentrywithfields_14_svc+0xf4
/path/to/ARSystem/bin/arserverd:HandleRPCs+0x2c2f4
/path/to/ARSystem/bin/arserverd:WorkerThread+0xcb0
/path/to/ARSystem/bin/arserverd:RestartableThreadMain+0x88
/path/to/ARSystem/bin/arserverd:UnixThreadStartRoutine+0x17c
/lib/sparcv9/libc.so.1:0xd6eb0

Guess I'm off to re-factor this class or write my own.

Axton Grams

On Wed, Feb 15, 2012 at 10:21 AM, Axton  wrote:
> Still the same issue with this particular class.  I see the following 
> in the plugin server logs when the plugin is initializing:
>
> Caused by: java.lang.NoSuchMethodError:
> org.apache.commons.codec.binary.Base64.decodeBase64(Ljava/lang/String;
> )[B
>  at com.xxx.remedy.plugins.extractor.Job.setPassword(Job.java:642)
>  at 
> com.xxx.remedy.plugins.extractor.Job.setFailsafeDefaults(Job.java:355)
>  at 
> com.xxx.remedy.plugins.extractor.Config.configureJobs(Config.java:56)
>  at com.xxx.remedy.plugins.extractor.Config.(Config.java:30)
>  at com.xxx.remedy.plugins.Extractor.init(Extractor.java:51)
>  ... 9 more
>
> The class path is set up with the directory that contains the jar that 
> has this class first in the class path:
>
> $ pargs 23237
> 23237:  ./java -Dpname=PluginSvrMain -server -Xms128m -Xmx512m 
> -XX:PermSize=32m -XX:Max
> argv[0]: ./java
> argv[1]: -Dpname=PluginSvrMain
> argv[2]: -server
> argv[3]: -Xms128m
> argv[4]: -Xmx512m
> argv[5]: -XX:PermSize=32m
> argv[6]: -XX:MaxPermSize=32m
> argv[7]: -XX:+UseConcMarkSweepGC
> argv[8]: -XX:-UseParNewGC
> argv[9]: 
> -Djava.library.path=/path/to/lib:/path/to/pluginsvr:/path/to/ARSystem/
> bin:/path/to/api/lib
> argv[10]: -Djava.awt.headless=true
> argv[11]: -Dhttp.proxyHost=nyproxy
> argv[12]: -Dhttp.proxyPort=80
> argv[13]: -Djava.security.policy=/path/to/jmx/server.policy
> argv[14]: -Dcom.sun.management.jmxremote
> argv[15]: -Dcom.sun.management.jmxremote.ssl=false
> argv[16]: 
> -Dcom.sun.management.jmxremote.access.file=/path/to/jmx/jmxremote.acce
> ss
> argv[17]: -Dcom.sun.management.jmxremote.local.only=false
> argv[18]: -Dcom.sun.management.jmxremote.port=1234
> argv[19]: 
> -Dcom.sun.management.jmxremote.p

Re: ITSM 7.6.00 Data Dictionary

[Brian Gillock]

Moe,
Check out the Database Reference Guide.  You should find everything you
need there.

HTH,
Brian

On Tue, Feb 14, 2012 at 11:44 PM, Gmail  wrote:

> **
>
> Any idea where I can find a copy of the ITSM 7.6.00 data dictionary?  I am
> only interested in the Task Management System data dictionary. 
>
> ** **
>
> Regards,
>
> Moe.
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Brian Gillock
Principal Consultant, BGBS, Inc
brian.gill...@pbs-consulting.com

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Re: Java Plugin Server - Class conflict

[Axton]

Using the updated apache-commons-codec seems to cause the plugin
server to issue a call that causes arserver to crash.  Here is the
stack trace from the plugin server:

Exception in thread "job-scheduler" java.lang.NullPointerException
  at org.apache.commons.codec.binary.Base64.encode(Base64.java:380)
  at org.apache.commons.codec.binary.BaseNCodec.encode(BaseNCodec.java:340)
  at com.bmc.arsys.arencrypt.f.try(Unknown Source)
  at com.bmc.arsys.arencrypt.f.encryptData(Unknown Source)
  at com.bmc.arsys.arencrypt.PasswordEncryption.encryptPasswordEx(Unknown
Source)
  at com.bmc.arsys.arencrypt.PasswordEncryption.encryptPasswordEx(Unknown
Source)
  at com.bmc.arsys.arrpc.xdr.ArRpcPassword.setPasswordStr(Unknown Source)
  at com.bmc.arsys.api.session.g.a(Unknown Source)
  at com.bmc.arsys.api.ProxyJRpc.loadRpcControlStruct(Unknown Source)
  at com.bmc.arsys.api.ProxyJRpc.ARGetServerInfo(Unknown Source)
  at com.bmc.arsys.api.ARServerUser.getServerInfo(Unknown Source)
  at com.bmc.arsys.api.ARServerUser.getServerVersion(Unknown Source)
  at com.bmc.arsys.api.ARServerUser.getServerVersionMajor(Unknown Source)
  at com.bmc.arsys.api.ARServerUser.usePrivateRpcQueue(Unknown Source)
  at com.newyorklife.remedy.plugins.extractor.Job.run(Job.java:154)
  at java.util.TimerThread.mainLoop(Timer.java:512)
  at java.util.TimerThread.run(Timer.java:462)

Which causes arserver to crash with this stack trace:

Wed Feb 15 11:03:00 2012 11
   Timestamp: 1329321780.4503
   Thread Id: 76
   Version: 7.5.00 Patch 003 200909292346 Apr 28 2010 14:12:04
   ServerName: server
   Database: SQL -- Oracle
   Hardware: sun4u
   OS: SunOS 5.10
   RPC Id: 15000
   RPC Call: 73 (GLEWF)
   RPC Queue: 390621
   Client: User Demo from Unidentified Client (protocol 14) at IP
address 1.2.3.4
   Logging On: API Escalation Filter SQL User Thread

Stacks:
^@/path/to/ARSystem/bin/arserverd:DumpStackTrace+0x110
/path/to/ARSystem/bin/arserverd:SignalTrapProc+0x228
/lib/sparcv9/libc.so.1:0xd6fdc
/lib/sparcv9/libc.so.1:0xcab70
/lib/sparcv9/libc.so.1:0xcad7c
/path/to/ARSystem/bin/arserverd:VerifyControlRecord+0x7c8 [ Signal 11 (SEGV)]
/path/to/ARSystem/bin/arserverd:0x47f81c
/path/to/ARSystem/bin/arserverd:argetlistentrywithfields_14_svc+0xf4
/path/to/ARSystem/bin/arserverd:HandleRPCs+0x2c2f4
/path/to/ARSystem/bin/arserverd:WorkerThread+0xcb0
/path/to/ARSystem/bin/arserverd:RestartableThreadMain+0x88
/path/to/ARSystem/bin/arserverd:UnixThreadStartRoutine+0x17c
/lib/sparcv9/libc.so.1:0xd6eb0

Guess I'm off to re-factor this class or write my own.

Axton Grams

On Wed, Feb 15, 2012 at 10:21 AM, Axton  wrote:
> Still the same issue with this particular class.  I see the following
> in the plugin server logs when the plugin is initializing:
>
> Caused by: java.lang.NoSuchMethodError:
> org.apache.commons.codec.binary.Base64.decodeBase64(Ljava/lang/String;)[B
>  at com.xxx.remedy.plugins.extractor.Job.setPassword(Job.java:642)
>  at com.xxx.remedy.plugins.extractor.Job.setFailsafeDefaults(Job.java:355)
>  at com.xxx.remedy.plugins.extractor.Config.configureJobs(Config.java:56)
>  at com.xxx.remedy.plugins.extractor.Config.(Config.java:30)
>  at com.xxx.remedy.plugins.Extractor.init(Extractor.java:51)
>  ... 9 more
>
> The class path is set up with the directory that contains the jar that
> has this class first in the class path:
>
> $ pargs 23237
> 23237:  ./java -Dpname=PluginSvrMain -server -Xms128m -Xmx512m
> -XX:PermSize=32m -XX:Max
> argv[0]: ./java
> argv[1]: -Dpname=PluginSvrMain
> argv[2]: -server
> argv[3]: -Xms128m
> argv[4]: -Xmx512m
> argv[5]: -XX:PermSize=32m
> argv[6]: -XX:MaxPermSize=32m
> argv[7]: -XX:+UseConcMarkSweepGC
> argv[8]: -XX:-UseParNewGC
> argv[9]: 
> -Djava.library.path=/path/to/lib:/path/to/pluginsvr:/path/to/ARSystem/bin:/path/to/api/lib
> argv[10]: -Djava.awt.headless=true
> argv[11]: -Dhttp.proxyHost=nyproxy
> argv[12]: -Dhttp.proxyPort=80
> argv[13]: -Djava.security.policy=/path/to/jmx/server.policy
> argv[14]: -Dcom.sun.management.jmxremote
> argv[15]: -Dcom.sun.management.jmxremote.ssl=false
> argv[16]: 
> -Dcom.sun.management.jmxremote.access.file=/path/to/jmx/jmxremote.access
> argv[17]: -Dcom.sun.management.jmxremote.local.only=false
> argv[18]: -Dcom.sun.management.jmxremote.port=1234
> argv[19]: 
> -Dcom.sun.management.jmxremote.password.file=/path/to/jmx/password.properties
> argv[20]: -Dlog4j.configuration=/path/to/pluginsvr/log4j_pluginsvr.xml
> argv[21]: -classpath
> argv[22]: /path/to/lib:/path/to/pluginsvr:/path/to/pluginsvr/arpluginsvr75.jar
> argv[23]: com.bmc.arsys.pluginsvr.ARPluginServerMain
> argv[24]: -x
> argv[25]: server
> argv[26]: -i
> argv[27]: /path/to/ARSystem
>
> The jar in /path/to/lib is commons-codec-1.6.jar.  This file contains
> the class that has the referenced method:
>
> $ jar -tvf /path/to/lib/commons-codec-1.6.jar |grep
> Base64
>  8314 Fri Dec 02 21:37:14 EST 2011 
> org/apache/commons/codec/binary/Base64.class
>   929 Fri Dec 02 21:37:14 EST 2011
> org/apache/commons/codec/binary/B

Re: Java Plugin Server - Class conflict

[Axton]

Still the same issue with this particular class.  I see the following
in the plugin server logs when the plugin is initializing:

Caused by: java.lang.NoSuchMethodError:
org.apache.commons.codec.binary.Base64.decodeBase64(Ljava/lang/String;)[B
  at com.xxx.remedy.plugins.extractor.Job.setPassword(Job.java:642)
  at com.xxx.remedy.plugins.extractor.Job.setFailsafeDefaults(Job.java:355)
  at com.xxx.remedy.plugins.extractor.Config.configureJobs(Config.java:56)
  at com.xxx.remedy.plugins.extractor.Config.(Config.java:30)
  at com.xxx.remedy.plugins.Extractor.init(Extractor.java:51)
  ... 9 more

The class path is set up with the directory that contains the jar that
has this class first in the class path:

$ pargs 23237
23237:  ./java -Dpname=PluginSvrMain -server -Xms128m -Xmx512m
-XX:PermSize=32m -XX:Max
argv[0]: ./java
argv[1]: -Dpname=PluginSvrMain
argv[2]: -server
argv[3]: -Xms128m
argv[4]: -Xmx512m
argv[5]: -XX:PermSize=32m
argv[6]: -XX:MaxPermSize=32m
argv[7]: -XX:+UseConcMarkSweepGC
argv[8]: -XX:-UseParNewGC
argv[9]: 
-Djava.library.path=/path/to/lib:/path/to/pluginsvr:/path/to/ARSystem/bin:/path/to/api/lib
argv[10]: -Djava.awt.headless=true
argv[11]: -Dhttp.proxyHost=nyproxy
argv[12]: -Dhttp.proxyPort=80
argv[13]: -Djava.security.policy=/path/to/jmx/server.policy
argv[14]: -Dcom.sun.management.jmxremote
argv[15]: -Dcom.sun.management.jmxremote.ssl=false
argv[16]: 
-Dcom.sun.management.jmxremote.access.file=/path/to/jmx/jmxremote.access
argv[17]: -Dcom.sun.management.jmxremote.local.only=false
argv[18]: -Dcom.sun.management.jmxremote.port=1234
argv[19]: 
-Dcom.sun.management.jmxremote.password.file=/path/to/jmx/password.properties
argv[20]: -Dlog4j.configuration=/path/to/pluginsvr/log4j_pluginsvr.xml
argv[21]: -classpath
argv[22]: /path/to/lib:/path/to/pluginsvr:/path/to/pluginsvr/arpluginsvr75.jar
argv[23]: com.bmc.arsys.pluginsvr.ARPluginServerMain
argv[24]: -x
argv[25]: server
argv[26]: -i
argv[27]: /path/to/ARSystem

The jar in /path/to/lib is commons-codec-1.6.jar.  This file contains
the class that has the referenced method:

$ jar -tvf /path/to/lib/commons-codec-1.6.jar |grep
Base64
  8314 Fri Dec 02 21:37:14 EST 2011 org/apache/commons/codec/binary/Base64.class
   929 Fri Dec 02 21:37:14 EST 2011
org/apache/commons/codec/binary/Base64InputStream.class
   939 Fri Dec 02 21:37:14 EST 2011
org/apache/commons/codec/binary/Base64OutputStream.class

I think the problem is that the main jar (arpluginsvr75.jar) also
contains this particular class:

$ jar -tvf /path/to/ARSystem/pluginsvr/arpluginsvr75.jar |grep Base64
  5468 Sat Jul 10 16:13:00 EDT 2004 org/apache/commons/codec/binary/Base64.class

So that even though the jar file that contains the desired class comes
first in the classpath, the classloader is loading the classes from
the main jar (arpluginsvr75.jar) first.  This has to do with the way
the plugin server initializes, such that it uses it's bundled
org/apache/commons/codec/binary/Base64.class over the one that comes
first in the classpath.

I changed the classpath to reference the jar instead of the path to
the jar and this seems to have fixed the issue.  I used the -verbose
option for the JRE to see where it was being loaded from and now I see
the following:

[Loaded org.apache.commons.codec.binary.Base64 from
file:/path/to/lib/commons-codec-1.6.jar]

Thanks for the pointers.

We will see if this breaks anything in the plugin server.  Maybe it
just be easier to write my own class to base64 encode/decode.

Axton Grams

On Tue, Feb 14, 2012 at 3:44 PM, LJ LongWing  wrote:
> Axton,
> I have experienced that if you have the same classes in multiple jar files,
> that it uses the one that's in the classpath first, first.  So...if you add
> the newer versions of the classes in your jar first, then the plugin server
> jar file, that I believe it should use the new ones before the old ones.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
> Sent: Tuesday, February 14, 2012 2:22 PM
> To: arslist@ARSLIST.ORG
> Subject: Java Plugin Server - Class conflict
>
> I am trying to use Apache Commons Codec 1.6 in a plugin I am writing.
> The plugin server jar contains these classes, though an old version
> (too old to do what I would like to do):
>
> $ jar -tvf arpluginsvr75.jar |grep 'org/apache/commons/codec/'
>     0 Sun Sep 20 09:23:16 EDT 2009 org/apache/commons/codec/
>     0 Sun Sep 20 09:23:16 EDT 2009 org/apache/commons/codec/binary/
>     0 Sun Sep 20 09:23:16 EDT 2009 org/apache/commons/codec/digest/
>     0 Sun Sep 20 09:23:16 EDT 2009 org/apache/commons/codec/language/
>     0 Sun Sep 20 09:23:16 EDT 2009 org/apache/commons/codec/net/
>   268 Sat Jul 10 16:13:00 EDT 2004
> org/apache/commons/codec/BinaryDecoder.class
>   268 Sat Jul 10 16:13:00 EDT 2004
> org/apache/commons/codec/BinaryEncoder.class
>   248 Sat Jul 10 16:13:00 EDT 2004 org/apache/commons/codec/Decoder.class
>   391 Sat Jul 10 16:13:00 EDT 20

Re: 39695 : An error has occurred while loading a plug-in. (ARERR 8756)

[Danny Kellett]

./usr/jdk/jdk1.6.0_06/jre/lib/sparc/

 

I would start the arplugin from the command line if this fails again just to
see if there are any dependencies on this version of libjvm

 

Regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo
Sent: 15 February 2012 16:05
To: arslist@ARSLIST.ORG
Subject: Re : 39695 : An error has occurred while loading a plug-in. (ARERR
8756)

 

** 

This is the java we are running:

$ java -version
java version "1.6.0_07"
Java(TM) SE Runtime Environment (build 1.6.0_07-b06)
Java HotSpot(TM) Server VM (build 10.0-b23, mixed mode)

 

But not quite sure which one to include from the list!

 

De : Danny Kellett 
À : arslist@ARSLIST.ORG 
Envoyé le : Mercredi 15 février 2012 16h53
Objet : Re: 39695 : An error has occurred while loading a plug-in. (ARERR
8756)

 

** 

Hi,

 

Is this a plugin you have created? If so then what java version do you need?

 

This looks like a mix of java types and versions. I would use the most
recent. Or try each of them in turn and see if it works J

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo
Sent: 15 February 2012 15:49
To: arslist@ARSLIST.ORG
Subject: 39695 : An error has occurred while loading a plug-in. (ARERR 8756)

 

** 

Dear listers,

 

This is a 7.1 server on a solaris 10 machine.

 

I get this error when starting the server. If failed to load the libjvm.so
library.

 

Tue Feb 14 09:03:28 2012  390695 : An error has occurred while loading a
plug-in. (ARERR 8756)
Tue Feb 14 09:03:28 2012 ld.so.1: arplugin: fatal: libjvm.so: open
failed: No such file or directory

 

There a KB# which states that you need to add the path to this library to
the LD_LIBRARY variable and that should resolve the problem.


I did a find on the file system and I get few of them. Does anyone knows
which one to include?

 

./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/server/libjvm.so
./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/client/libjvm.so
./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/libjvm.so
./usr/openv/java/jre/lib/sparc/server/libjvm.so
./usr/openv/java/jre/lib/sparc/client/libjvm.so
./usr/openv/java/jre/lib/sparc/libjvm.so
./usr/openv/java/jre/lib/sparcv9/server/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/client/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/server/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparcv9/server/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/server/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/client/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparcv9/server/libjvm.so

 

Thanks
frex

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Re : 39695 : An error has occurred while loading a plug-in. (ARERR 8756)

[Frex Popo]

This is the java we are running: 
$ java -version
java version "1.6.0_07"
Java(TM) SE Runtime Environment (build 1.6.0_07-b06)
Java HotSpot(TM) Server VM (build 10.0-b23, mixed mode)
 
But not quite sure which one to include from the list!
 


 De : Danny Kellett 
À : arslist@ARSLIST.ORG 
Envoyé le : Mercredi 15 février 2012 16h53
Objet : Re: 39695 : An error has occurred while loading a plug-in. (ARERR 8756)
  

** 
Hi,
 
Is this a plugin you have created? If so then what java version do you need?
 
This looks like a mix of java types and versions. I would use the most recent. 
Or try each of them in turn and see if it works J
 
Kind regards
Danny
 
From:Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo
Sent: 15 February 2012 15:49
To: arslist@ARSLIST.ORG
Subject: 39695 : An error has occurred while loading a plug-in. (ARERR 8756)
 
** 
Dear listers,
 
This is a 7.1 server on a solaris 10 machine.
 
I get this error when starting the server. If failed to load the libjvm.so 
library.
 
Tue Feb 14 09:03:28 2012  390695 : An error has occurred while loading a 
plug-in. (ARERR 8756)
Tue Feb 14 09:03:28 2012 ld.so.1: arplugin: fatal: libjvm.so: open failed: 
No such file or directory
 
There a KB# which states that you need to add the path to this library to the 
LD_LIBRARY variable and that should resolve the problem.

I did a find on the file system and I get few of them. Does anyone knows which 
one to include?
 
./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/server/libjvm.so
./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/client/libjvm.so
./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/libjvm.so
./usr/openv/java/jre/lib/sparc/server/libjvm.so
./usr/openv/java/jre/lib/sparc/client/libjvm.so
./usr/openv/java/jre/lib/sparc/libjvm.so
./usr/openv/java/jre/lib/sparcv9/server/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/client/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/server/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparcv9/server/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/server/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/client/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparcv9/server/libjvm.so
 
Thanks
frex
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Re: 39695 : An error has occurred while loading a plug-in. (ARERR 8756)

[Danny Kellett]

Hi,

 

Is this a plugin you have created? If so then what java version do you need?

 

This looks like a mix of java types and versions. I would use the most
recent. Or try each of them in turn and see if it works J

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo
Sent: 15 February 2012 15:49
To: arslist@ARSLIST.ORG
Subject: 39695 : An error has occurred while loading a plug-in. (ARERR 8756)

 

** 

Dear listers,

 

This is a 7.1 server on a solaris 10 machine.

 

I get this error when starting the server. If failed to load the libjvm.so
library.

 

Tue Feb 14 09:03:28 2012  390695 : An error has occurred while loading a
plug-in. (ARERR 8756)
Tue Feb 14 09:03:28 2012 ld.so.1: arplugin: fatal: libjvm.so: open
failed: No such file or directory

 

There a KB# which states that you need to add the path to this library to
the LD_LIBRARY variable and that should resolve the problem.


I did a find on the file system and I get few of them. Does anyone knows
which one to include?

 

./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/server/libjvm.so
./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/client/libjvm.so
./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/libjvm.so
./usr/openv/java/jre/lib/sparc/server/libjvm.so
./usr/openv/java/jre/lib/sparc/client/libjvm.so
./usr/openv/java/jre/lib/sparc/libjvm.so
./usr/openv/java/jre/lib/sparcv9/server/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/client/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/server/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparcv9/server/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/server/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/client/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparcv9/server/libjvm.so

 

Thanks
frex

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39695 : An error has occurred while loading a plug-in. (ARERR 8756)

[Frex Popo]

Dear listers,
 
This is a 7.1 server on a solaris 10 machine.
 
I get this error when starting the server. If failed to load the libjvm.so 
library.
 
Tue Feb 14 09:03:28 2012  390695 : An error has occurred while loading a 
plug-in. (ARERR 8756)
Tue Feb 14 09:03:28 2012 ld.so.1: arplugin: fatal: libjvm.so: open failed: 
No such file or directory
 
There a KB# which states that you need to add the path to this library to the 
LD_LIBRARY variable and that should resolve the problem.

I did a find on the file system and I get few of them. Does anyone knows which 
one to include?
 
./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/server/libjvm.so
./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/client/libjvm.so
./usr/ar/common/Sun/jdk/jdk1.6.0_10/jre/lib/sparc/libjvm.so
./usr/openv/java/jre/lib/sparc/server/libjvm.so
./usr/openv/java/jre/lib/sparc/client/libjvm.so
./usr/openv/java/jre/lib/sparc/libjvm.so
./usr/openv/java/jre/lib/sparcv9/server/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/client/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparc/server/libjvm.so
./usr/jdk/instances/jdk1.6.0/jre/lib/sparcv9/server/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/server/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/client/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparc/libjvm.so
./usr/jdk/jdk1.6.0_06/jre/lib/sparcv9/server/libjvm.so
 
Thanks
frex

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Migrate License Types in SAM

[Peter Romain]

Hi Listers,

Has anyone used the Software Asset Management functionality of ITSM?

If so, did you create new license types? How did you migrate them from your 
development to production system?

Cheers

Peter

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Re: ITSM 7.6.00 Data Dictionary

[Jose Huerta]

What is a data dictionary for you?

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

  
  
 

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On Wed, Feb 15, 2012 at 06:44, Gmail  wrote:

> **
>
> Any idea where I can find a copy of the ITSM 7.6.00 data dictionary?  I am
> only interested in the Task Management System data dictionary. 
>
> ** **
>
> Regards,
>
> Moe.
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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