Users not able to access Mid-Tier via DNS alias but can access when using IP address

[Jiri Pospisil]

Hello all,

This is perhaps not a Remedy issue as such, but was wondering if anybody seen 
anything like that.

We are running mid-tier on a Windows machine and users access it via link such 
as http://OurMidTier/arsys/home where OurMidTier is a DNS alias of that 
physical box.
The above link works for many users but we have some users who just get page 
cannot be displayed error in their browser.
When we look on their machine, they can ping the alias. We also flushed the DNS 
cache on their PC but to no avail.
What is even stranger is that if we use IP address of the mid-tier box, it 
connects successfully, so http://10.20.30.40/arsys/home works fine and open the 
home page. Then on the home page, the overview console returns message Unable 
to set up data connection ... (ARWARN 9351). Other consoles seem to work fine; 
it is only overview which I believe uses a plug-in behind it.
I have tried running the Fiddler tool on the affected PC. It seems to connect 
to the web server and then the connection gets simply closed (admittedly, I 
have only a limited knowledge in that area).

Has anybody seen such behaviour before?

We are on AR Server 7.6.03 patch 002 for server as well as mid-tier.
Browser – tested with IE 7 as well as IE 8
Web server OS – Windows 2003 (64 bit)
Java - 1.6.0_26 (64 bit)
Web Server - bundled Apache Tomcat - 6.0.20

Thanks for any suggestions.

Jiri Pospisil
LCH Clearnet

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Re: Extremely strange bug related to table field refresh..

[Jiri Pospisil]

Joe,

I have seen the same issue in our 7.6.03 environment, but until now have not 
been able to reproduce it at will. It just seems to happen every now and then.
I have logged a call with BMC for it a while back and they are still 
investigating.
In our case, the records that were not displaying correctly were change 
requests, but I expect this to be the same issue.
I have just tested your steps to reproduce the issue, but all worked fine (I am 
on IE 7).

Would definitely be interesting to hear if you managed to get to the bottom of 
this issue.

Regards
Jiri Pospisil

LCH Clearnet

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: 19 March 2012 18:35
To: arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

**

Phil, thanks for your response.. Thanks Misi  Pat for your responses so far 
too..

@ Phil: Interesting.. I’ll look through.. Is it a bug that needs to be 
addressed by MS on IE or is it a ‘feature’ on IE that needs to be addressed 
from the MT application side?

@ Pat: I haven’t had the time enough to test it on other browsers, but I do 
intend to when I have a little more time. The null pointer happens on the last 
row only which actually should not have been there if the refresh happened 
correctly. On rows below the modified record, the pointer moved one row down 
meaning if record n was clicked, record n+1 would actually open. Like in the 
example below, if record 3 was clicked after the modification of record 3, 4 
would open instead of 3. It works normally only when the fields are not 
resized..

Joe

From: Murnane, Philmailto:pmurn...@windwardits.com
Sent: Monday, March 19, 2012 2:24 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

**
Joe:

IIRC, Doug Mueller mentioned that IE9 had a quirk or two and that some help 
could be had by editing a .properties(?) or a .css(?) file.  Maybe search a bit 
through the archives?

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Monday, March 19, 2012 14:10
To: arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

** I  just tested on firefox 11 and IE 8, could not reproduce the defect even 
after resizing the columns. It just worked as supposed to. Upon refresh it just 
cleared that row. Without refresh if I double click on the ticket once resolved 
 it just opened incident screen without null pointer.

On Monday, March 19, 2012 11:37:09 AM UTC-5, Joe Martin D'Souza wrote:
**

I am on ARS 7.6.03. And I just found what got to be one of the most bizarre 
bugs I have uncovered in the past few days.. There may not be a short way to 
describe this problem so here goes..

I have tested this bug on the Overview Console, of the ITSM applications 
(7.6.03 again), so that table field would be the ideal candidate if you want to 
reproduce it. I have only tested this on the Mid-Tier client.

Lets say for example sake, there are 4 entries displayed on the table field on 
the Overview Console..

INC0001
INC0002
INC0003
INC0004

Lets say I double click on INC0003 to open it and mark that incident as 
Resolved.

And when I get back to that overview console, I either right click on that 
table field and select Refresh OR I press the Refresh button on top of the 
overview console table to refresh the table field..

Expected Results:
The table field refreshes and now you are left with
INC0001
INC0002
INC0004

Great.. works as expected.

The Bug:
UNLESS, prior to double clicking on INC0003, the columns on the table 
field are resized.. I had resized almost all the columns from the mid-tier 
client, and then double clicked on INC0003 to open it. I then marked 
that incident as Resolved and closed that window after saving it. And then 
refreshed the table field on the Overview Console. All the previous 4 entries 
are still displayed as below..

INC0001
INC0002
INC0003
INC0004

HOWEVER, now when I double click on INC0003, the details of 
INC0004 is displayed on the new opened window..

AND if I click on INC0004, I get a null pointer exception...

This happens when I resize the table fields widths on the mid-tier client..

I haven’t tested this on the native User client but I think from past 
experience, it has no problems.. I’m pretty certain it works as expected on the 
User Client under both the circumstances described above...

Joe

PS: Could someone verify if this bug still exists on 7.6.04 or if it exists on 
earlier versions?

Another PS: This could be a potentially serious bug – I nearly closed the wrong 
ticket in a real world scenario. It’s a good thing I saw the ticket details 
before closing it, else if I 

Re: Extremely strange bug related to table field refresh..

[Ali A. Musa]

Do the following and put some of un-needed sites in exceptions:
Internet -- tools -- connection -- Lan Setting -- On proxy --- Advance -- 
Exceptions

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
Sent: Wednesday, March 21, 2012 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

**
Joe,

I have seen the same issue in our 7.6.03 environment, but until now have not 
been able to reproduce it at will. It just seems to happen every now and then.
I have logged a call with BMC for it a while back and they are still 
investigating.
In our case, the records that were not displaying correctly were change 
requests, but I expect this to be the same issue.
I have just tested your steps to reproduce the issue, but all worked fine (I am 
on IE 7).

Would definitely be interesting to hear if you managed to get to the bottom of 
this issue.

Regards
Jiri Pospisil

LCH Clearnet

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: 19 March 2012 18:35
To: arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

**

Phil, thanks for your response.. Thanks Misi  Pat for your responses so far 
too..

@ Phil: Interesting.. I’ll look through.. Is it a bug that needs to be 
addressed by MS on IE or is it a ‘feature’ on IE that needs to be addressed 
from the MT application side?

@ Pat: I haven’t had the time enough to test it on other browsers, but I do 
intend to when I have a little more time. The null pointer happens on the last 
row only which actually should not have been there if the refresh happened 
correctly. On rows below the modified record, the pointer moved one row down 
meaning if record n was clicked, record n+1 would actually open. Like in the 
example below, if record 3 was clicked after the modification of record 3, 4 
would open instead of 3. It works normally only when the fields are not 
resized..

Joe

From: Murnane, Philmailto:pmurn...@windwardits.com
Sent: Monday, March 19, 2012 2:24 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

**
Joe:

IIRC, Doug Mueller mentioned that IE9 had a quirk or two and that some help 
could be had by editing a .properties(?) or a .css(?) file.  Maybe search a bit 
through the archives?

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Monday, March 19, 2012 14:10
To: arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

** I  just tested on firefox 11 and IE 8, could not reproduce the defect even 
after resizing the columns. It just worked as supposed to. Upon refresh it just 
cleared that row. Without refresh if I double click on the ticket once resolved 
 it just opened incident screen without null pointer.

On Monday, March 19, 2012 11:37:09 AM UTC-5, Joe Martin D'Souza wrote:
**

I am on ARS 7.6.03. And I just found what got to be one of the most bizarre 
bugs I have uncovered in the past few days.. There may not be a short way to 
describe this problem so here goes..

I have tested this bug on the Overview Console, of the ITSM applications 
(7.6.03 again), so that table field would be the ideal candidate if you want to 
reproduce it. I have only tested this on the Mid-Tier client.

Lets say for example sake, there are 4 entries displayed on the table field on 
the Overview Console..

INC0001
INC0002
INC0003
INC0004

Lets say I double click on INC0003 to open it and mark that incident as 
Resolved.

And when I get back to that overview console, I either right click on that 
table field and select Refresh OR I press the Refresh button on top of the 
overview console table to refresh the table field..

Expected Results:
The table field refreshes and now you are left with
INC0001
INC0002
INC0004

Great.. works as expected.

The Bug:
UNLESS, prior to double clicking on INC0003, the columns on the table 
field are resized.. I had resized almost all the columns from the mid-tier 
client, and then double clicked on INC0003 to open it. I then marked 
that incident as Resolved and closed that window after saving it. And then 
refreshed the table field on the Overview Console. All the previous 4 entries 
are still displayed as below..

INC0001
INC0002
INC0003
INC0004

HOWEVER, now when I double click on INC0003, the details of 
INC0004 is displayed on the new opened window..

AND if I click on INC0004, I get a null pointer exception...

This happens when I resize the table fields widths on the mid-tier client..

I haven’t tested this on the native User client but I think from past 
experience, it has no problems.. I’m 

Error Message “No item matches filter conditions --”

[Karthick S]

Hi All,



We are receiving this below error message while checking the arerror log.



Error Message “No item matches filter conditions --”



We have tried enabling logs and there was no result. Please find the
attachment for the Ref.

Can anyone help us in fixing this issue?



Details:

ARS 6.3

UNIX Box
**
**
*Thanks and Regards,*
*Karthick S*

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attachment: Error mgs.JPG

Re: Error Message No item matches filter conditions --

[Ali A. Musa]

You workflow seem is reading another schema that does not match the entry from 
primary.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Wednesday, March 21, 2012 2:10 PM
To: arslist@ARSLIST.ORG
Subject: Error Message No item matches filter conditions --

**
Hi All,

We are receiving this below error message while checking the arerror log.

Error Message No item matches filter conditions --

We have tried enabling logs and there was no result. Please find the attachment 
for the Ref.
Can anyone help us in fixing this issue?

Details:
ARS 6.3
UNIX Box


Thanks and Regards,
Karthick S

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The information in this email may contain confidential material and it is 
intended solely for the addresses. Access to this  email by anyone else is 
unauthorized. If you are not the intended recipient, please delete the email 
and destroy any copies of it, any disclosure, copying, distribution is 
prohibited and may be considered unlawful. Contents of this email and any 
attachments may be altered, Statement and opinions expressed in this email are 
those of the sender, and do not necessarily  reflect those of Saudi 
Telecommunications Company (STC).

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Re: Error Message No item matches filter conditions --

[David Sanders]

. and it's being triggered by an escalation

 

David Sanders

Solution Architect

Enterprise Service Suite @ Work / e-ServiceSuite 

 

tel +44 1494 468980

mobile +44 7710 377761

email david.sand...@westoverconsulting.co.uk

 

web  http://www.westoverconsulting.co.uk
http://www.westoverconsulting.co.uk/ 

 

http://www.e-servicesuite.co.uk
http://www.e-servicesuite.co.uk/ 

 




 http://e-servicesuite.com/ Description:
cid:image001.gif@01CCE023.38E7E320

 


ITIL - SaaS - On Premise

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ali A. Musa
Sent: 21 March 2012 11:21
To: arslist@ARSLIST.ORG
Subject: Re: Error Message No item matches filter conditions --

 

** 

You workflow seem is reading another schema that does not match the entry
from primary.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Wednesday, March 21, 2012 2:10 PM
To: arslist@ARSLIST.ORG
Subject: Error Message No item matches filter conditions --

 

** 

Hi All,

 

We are receiving this below error message while checking the arerror log.

 

Error Message No item matches filter conditions --

 

We have tried enabling logs and there was no result. Please find the
attachment for the Ref.

Can anyone help us in fixing this issue?

 

Details:

ARS 6.3

UNIX Box 

 

 

Thanks and Regards,

Karthick S


_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 

The information in this email may contain confidential material and it is
intended solely for the addresses. Access to this email by anyone else is
unauthorized. If you are not the intended recipient, please delete the email
and destroy any copies of it, any disclosure, copying, distribution is
prohibited and may be considered unlawful. Contents of this email and any
attachments may be altered, Statement and opinions expressed in this email
are those of the sender, and do not necessarily reflect those of Saudi
Telecommunications Company (STC). 

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image001.gif

Re: Dev Studio and purging old records

[Arner, Todd]

Larry,
In case you are not aware, you can also use the archive function to delete 
records rather than save to an archiving form.

Todd Arner
Great Lakes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Larry Barnes
Sent: Tuesday, March 20, 2012 11:55 AM
To: arslist@ARSLIST.ORG
Subject: Dev Studio and purging old records

**
Can anyone in this group point me to good documentation on how to purge, not 
archive, old Incident/Change/problem/SRM tickets.  I have many many years worth 
of data that needs cleaning up and I'm not finding any good doc files on the 
BMC site.  I must be using a bad search string?

Thanks,

Larry B.
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Are_


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Re: Error Message No item matches filter conditions --

[Danaceau, Chris (CONTR)]

Most likely.   Try enabling filter and escalation logging and you will get the 
detail you need.  They can log to the same file, which will make it easier to 
see the workflow sequence.

--
Chris Danaceau
301-903-8741
Contractor to the Department Of Energy

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Sanders
Sent: Wednesday, March 21, 2012 7:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Message No item matches filter conditions --

**
... and it's being triggered by an escalation

David Sanders
Solution Architect
Enterprise Service Suite @ Work / e-ServiceSuite

tel +44 1494 468980
mobile +44 7710 377761
email 
david.sand...@westoverconsulting.co.ukmailto:david.sand...@westoverconsulting.co.uk

web  
http://www.westoverconsulting.co.ukhttp://www.westoverconsulting.co.uk/

http://www.e-servicesuite.co.ukhttp://www.e-servicesuite.co.uk/


[cid:image001.gif@01CD0740.5916CBE0]http://e-servicesuite.com/


ITIL - SaaS - On Premise



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ali A. Musa
Sent: 21 March 2012 11:21
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Error Message No item matches filter conditions --

**
You workflow seem is reading another schema that does not match the entry from 
primary.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Karthick S
Sent: Wednesday, March 21, 2012 2:10 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Error Message No item matches filter conditions --

**
Hi All,

We are receiving this below error message while checking the arerror log.

Error Message No item matches filter conditions --

We have tried enabling logs and there was no result. Please find the attachment 
for the Ref.
Can anyone help us in fixing this issue?

Details:
ARS 6.3
UNIX Box


Thanks and Regards,
Karthick S

_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_

The information in this email may contain confidential material and it is 
intended solely for the addresses. Access to this email by anyone else is 
unauthorized. If you are not the intended recipient, please delete the email 
and destroy any copies of it, any disclosure, copying, distribution is 
prohibited and may be considered unlawful. Contents of this email and any 
attachments may be altered, Statement and opinions expressed in this email are 
those of the sender, and do not necessarily reflect those of Saudi 
Telecommunications Company (STC).
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inline: image001.gif

Re: Error Message No item matches filter conditions --

[Karthick S]

Hi Chris,

Sure will do that and update you.

Thx,
Karthick S

On Wed, Mar 21, 2012 at 6:25 PM, Danaceau, Chris (CONTR) 
chris.danac...@hq.doe.gov wrote:

 **

 Most likely.   Try enabling filter and escalation logging and you will get
 the detail you need.  They can log to the same file, which will make it
 easier to see the workflow sequence.

 ** **

 -- 

 Chris Danaceau

 301-903-8741

 Contractor to the Department Of Energy

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *David Sanders
 *Sent:* Wednesday, March 21, 2012 7:26 AM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Error Message No item matches filter conditions --

  ** **

 ** 

 … and it’s being triggered by an escalation

 ** **

 David Sanders

 Solution Architect

 *Enterprise Service Suite @ Work / e-ServiceSuite *

  

 tel +44 1494 468980

 mobile +44 7710 377761

 email david.sand...@westoverconsulting.co.uk

  

 web  http://www.westoverconsulting.co.uk

  

 http://www.e-servicesuite.co.uk

  

 

 [image: Description: 
 cid:image001.gif@01CCE023.38E7E320]http://e-servicesuite.com/
 

  

 *ITIL – SaaS – On Premise*

 ** **

 ** **

 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Ali A.
 Musa
 *Sent:* 21 March 2012 11:21
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Error Message No item matches filter conditions --

 ** **

 ** 

 You workflow seem is reading another schema that does not match the entry
 from primary.

 ** **

 *From:* Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] *On Behalf Of *Karthick S
 *Sent:* Wednesday, March 21, 2012 2:10 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Error Message “No item matches filter conditions --”

 ** **

 ** 

 Hi All,

  

 We are receiving this below error message while checking the arerror log.*
 ***

  

 Error Message “No item matches filter conditions --”

  

 We have tried enabling logs and there was no result. Please find the
 attachment for the Ref.

 Can anyone help us in fixing this issue?

  

 Details:

 ARS 6.3

 UNIX Box 

  

  

 *Thanks and Regards,*

 *Karthick S*


 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 

 The information in this email may contain confidential material and it is
 intended solely for the addresses. Access to this email by anyone else is
 unauthorized. If you are not the intended recipient, please delete the
 email and destroy any copies of it, any disclosure, copying, distribution
 is prohibited and may be considered unlawful. Contents of this email and
 any attachments may be altered, Statement and opinions expressed in this
 email are those of the sender, and do not necessarily reflect those of
 Saudi Telecommunications Company (STC). 

 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_

 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_
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-- 
**
**
*Thanks and Regards,*
*Karthick S*

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Re: RKM 7.2 SRL

[Pargeter, Christie :CO IS]

Search Results List J

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Tuesday, March 20, 2012 6:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.2 SRL

 

** 

The configuration file RKM_config.xml should give you answers to what you want..

 

What is SRL? Another abbreviation that might have escaped my attention??

 

Joe

 

From: Pargeter, Christie :CO IS mailto:cparg...@lhs.org  

Sent: Tuesday, March 20, 2012 6:33 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: RKM 7.2 SRL

 

** 

Hi All – Does anyone know if you can (and how) to change the SRL in RKM 7.2?  
We would like to remove some columns, preferably only when looking from the 
Incident tab.

 

 

ARS 7.1 p 6

ITSM 7.0.3 p 9

Window 2003

MS SQ 2005

IIS/Tomcat

RKM 7.2 p 4

MidTier 7.5 p 3

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Re: Extremely strange bug related to table field refresh..

[Joe Martin D'Souza]

Yes – I wanted to run this by our testers – who may have more access to 
‘different’ environments so they can try reproducing it with as many 
environments as is possible so we can raise a ticket with BMC depending on the 
results of what we find. I usually do not like to raise a ticket without enough 
information, especially in cases like this, where clearly, in some environments 
it works with no problems..

So you can understand and decide if its related it to your problem, I could try 
taking screen shots through the process. I may be able to ‘Snag It’ and capture 
the whole process so you get to see what I see.. I’m not sure if a file like 
that will get through this when I get it, so I may have to send it to you 
offline in case it doesn’t make it through here..

Joe

From: Jiri Pospisil 
Sent: Wednesday, March 21, 2012 6:13 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Extremely strange bug related to table field refresh..

** 
Joe,

 

I have seen the same issue in our 7.6.03 environment, but until now have not 
been able to reproduce it at will. It just seems to happen every now and then.

I have logged a call with BMC for it a while back and they are still 
investigating.

In our case, the records that were not displaying correctly were change 
requests, but I expect this to be the same issue.

I have just tested your steps to reproduce the issue, but all worked fine (I am 
on IE 7).

 

Would definitely be interesting to hear if you managed to get to the bottom of 
this issue.

 

Regards

Jiri Pospisil

 

LCH Clearnet

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: 19 March 2012 18:35
To: arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

 

** 

 

Phil, thanks for your response.. Thanks Misi  Pat for your responses so far 
too..

 

@ Phil: Interesting.. I’ll look through.. Is it a bug that needs to be 
addressed by MS on IE or is it a ‘feature’ on IE that needs to be addressed 
from the MT application side?

 

@ Pat: I haven’t had the time enough to test it on other browsers, but I do 
intend to when I have a little more time. The null pointer happens on the last 
row only which actually should not have been there if the refresh happened 
correctly. On rows below the modified record, the pointer moved one row down 
meaning if record n was clicked, record n+1 would actually open. Like in the 
example below, if record 3 was clicked after the modification of record 3, 4 
would open instead of 3. It works normally only when the fields are not 
resized..

 

Joe

 

From: Murnane, Phil 

Sent: Monday, March 19, 2012 2:24 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Re: Extremely strange bug related to table field refresh..

 

** 

Joe:

 

IIRC, Doug Mueller mentioned that IE9 had a quirk or two and that some help 
could be had by editing a .properties(?) or a .css(?) file.  Maybe search a bit 
through the archives?

 

--Phil

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Monday, March 19, 2012 14:10
To: arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

 

** I  just tested on firefox 11 and IE 8, could not reproduce the defect even 
after resizing the columns. It just worked as supposed to. Upon refresh it just 
cleared that row. Without refresh if I double click on the ticket once resolved 
 it just opened incident screen without null pointer.

On Monday, March 19, 2012 11:37:09 AM UTC-5, Joe Martin D'Souza wrote:

** 

 

I am on ARS 7.6.03. And I just found what got to be one of the most bizarre 
bugs I have uncovered in the past few days.. There may not be a short way to 
describe this problem so here goes..

 

I have tested this bug on the Overview Console, of the ITSM applications 
(7.6.03 again), so that table field would be the ideal candidate if you want to 
reproduce it. I have only tested this on the Mid-Tier client.

 

Lets say for example sake, there are 4 entries displayed on the table field on 
the Overview Console..

 

INC0001

INC0002

INC0003

INC0004

 

Lets say I double click on INC0003 to open it and mark that incident as 
Resolved.

 

And when I get back to that overview console, I either right click on that 
table field and select Refresh OR I press the Refresh button on top of the 
overview console table to refresh the table field..

 

Expected Results:

The table field refreshes and now you are left with

INC0001

INC0002

INC0004

 

Great.. works as expected.

 

The Bug:

UNLESS, prior to double clicking on INC0003, the columns on the table 
field are resized.. I had resized almost all the columns from the mid-tier 
client, and then double clicked on INC0003 to open it. I then marked 

Re: End user workstation's hardware/software recommendations from BMC for ARS/ITSM 7.6.04

[Easter, David]

They’re in the Install Guide.  The Compatibility matrices are for information 
about what products are compatible with AR System.

Client tool requirements
The minimum requirements for BMC Remedy User and BMC Remedy Alert are:
#1048708; Pentium 4-class
#1048708; 1.3 GHz or higher
#1048708; 512 MB memory
#1048708; 75 MB of free disk space

The minimum requirements for BMC Remedy Developer Studio are:
#1048708; Pentium 4-class
#1048708; 1.3 GHz or higher
#1048708; 512 MB memory
#1048708; 100 MB of free disk space

Of course, these are just minimums.  In general, one should try to use the best 
possible desktop available to your end users that is within your budget.  The 
performance testing of the web client in BMC published numbers was done on an 
Intel i7 2.93 Ghz, 12GB RAM laptop, but less powerful systems can still provide 
reasonable performance since there are other variables involved (latency, 
complexity of forms if not using OOTB/ITSM forms, browser version, etc.).  You 
may wish to do some testing within your development environment to determine 
what performance envelope is acceptable to you vs. size/cost of the 
workstation.  In general, I expect that other local applications being used on 
the workstation will probably dictate more the configuration needs than the 
ITSM Suite’s web client performance.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vaibhav Singhal
Sent: Tuesday, March 20, 2012 3:56 PM
To: arslist@ARSLIST.ORG
Subject: End user workstation's hardware/software recommendations from BMC for 
ARS/ITSM 7.6.04

**
Hi All,


I am looking for an official document saying something about recommended 
hardware/software specifications for end user for ARS/ITSM 7.6.04.


There is no document at below location saying anything about recommended end 
user workstation config :


http://www.bmc.com/support/reg/remedy-compatibility-tables.html
http://media.cms.bmc.com/documents/AR+System+7.6.04+Compatibility+Matrix.pdf


Any comments are appreciated.


Cheers!
Vaibh

Sent from my iPhone
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Re: RKM 7.2 SRL

[Joe Martin D'Souza]

I most definitely have not heard that before :-) but a good one I could use to 
confuse a few people while sounding like a consultant :-)..

Joe

From: Pargeter, Christie :CO IS 
Sent: Wednesday, March 21, 2012 10:16 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: RKM 7.2 SRL

** 
Search Results List J

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Tuesday, March 20, 2012 6:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.2 SRL

 

** 

The configuration file RKM_config.xml should give you answers to what you want..

 

What is SRL? Another abbreviation that might have escaped my attention??

 

Joe

 

From: Pargeter, Christie :CO IS 

Sent: Tuesday, March 20, 2012 6:33 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: RKM 7.2 SRL

 

** 

Hi All – Does anyone know if you can (and how) to change the SRL in RKM 7.2?  
We would like to remove some columns, preferably only when looking from the 
Incident tab.

 

 

ARS 7.1 p 6

ITSM 7.0.3 p 9

Window 2003

MS SQ 2005

IIS/Tomcat

RKM 7.2 p 4

MidTier 7.5 p 3

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Re: CMDBSync AST View Workflow

[Atul Vohra]

Frank,

This is a bug that got introduced in Atrium 764 SP2 -

In OBJSTR:Attributes, there is a record with Status = Change Pending for 
attribute ReconciliationIdentityError and that needs to be deleted BEFORE 
running the Sync Asset with UI.

BTW How are you doing :-)

Atul Vohra


-Original Message-
From: Frank Caruso [caruso.fr...@gmail.com]
Date: 03/20/2012 11:24 AM
To: arslist@ARSLIST.ORG
Subject: CMDBSync AST View Workflow

ARS 764 sp2
ITSM 764
Stack Installer

Created a custom class. Added a few attributes. All looks good. I then ran 
Sync Asset with UI utility from with ITSM. The process took about 12 minutes 
to complete. When finished I had an AST form for my new class but it did not 
have any work flow. I removed the AST form and tried again but still no work 
flow. None of the buttons or navigation links work. The log file has some 
messages about duplicate IDs (which don't make any sense) but nothing else 
other than that.

Thoughts?

Frank Caruso

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Installer question...

[richard....@bwc.state.oh.us]

We're currently on 7.5 but there is talk about upgrading to 7.6. I've seen
references to a stack installer on the list from time to time. However, there
is no mention of it in the 7.6.04 installation manual. Where can I find out
more about it? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

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Re: Installer question...

[Roger Justice]

The Preconfigured stack installed allows you to install all components on a 
single server. I would recommend that you use the individual installers since 
you can then control what is installed.



-Original Message-
From: richard@bwc.state.oh.us richard@bwc.state.oh.us
To: arslist arslist@ARSLIST.ORG
Sent: Wed, Mar 21, 2012 11:29 am
Subject: Installer question...


** 
We’re currently on 7.5 but there is talk about upgrading to 7.6. I’ve seen
references to a “stack installer” on the list from time to time. However, there
is no mention of it in the 7.6.04 installation manual. Where can I find out
more about it? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 

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Re: Installer question...

[Nathan Aker]

Also note the stack installer is for installing a new instance.  It won’t help 
you if you are trying to upgrade your existing system in place.  You would have 
to install via the stack installer to a new instance then migrate your data.
Nate.

Nathan Aker
ITSM Solution Architect
McAfee, Inc.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, March 21, 2012 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installer question...

** The Preconfigured stack installed allows you to install all components on a 
single server. I would recommend that you use the individual installers since 
you can then control what is installed.

-Original Message-
From: richard@bwc.state.oh.us richard@bwc.state.oh.us
To: arslist arslist@ARSLIST.ORG
Sent: Wed, Mar 21, 2012 11:29 am
Subject: Installer question...
**
We’re currently on 7.5 but there is talk about upgrading to 7.6. I’ve seen
references to a “stack installer” on the list from time to time. However, there
is no mention of it in the 7.6.04 installation manual. Where can I find out
more about it? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com/ ARSlist: 
Where the Answers Are_
_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_

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Re: Installer question...

[strauss]

The last time I checked, the stack installer requires that the database to be 
Unicode, which is additional overhead on the db server that you may not need or 
want.

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 Roger Justice
Sent: Wednesday, March 21, 2012 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installer question...

** The Preconfigured stack installed allows you to install all components on a 
single server. I would recommend that you use the individual installers since 
you can then control what is installed.

-Original Message-
From: richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us
To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Wed, Mar 21, 2012 11:29 am
Subject: Installer question...
**
We’re currently on 7.5 but there is talk about upgrading to 7.6. I’ve seen
references to a “stack installer” on the list from time to time. However, there
is no mention of it in the 7.6.04 installation manual. Where can I find out
more about it? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com/ ARSlist: 
Where the Answers Are_
_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_

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Re: End user workstation's hardware/software recommendations from BMC for ARS/ITSM 7.6.04

[Pierson, Shawn]

I would add that if you are using virtual machines as your desktop, you may 
experience other issues beyond the basic requirements.  For example, we have 
Citrix VMs that meet these requirements but due to offloading some of the 
processing of Internet Explorer to the CPU of the host machine, it causes major 
performance issues even though it has the same or better system attributes as a 
physical machine.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Wednesday, March 21, 2012 9:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: End user workstation's hardware/software recommendations from BMC 
for ARS/ITSM 7.6.04

**
They’re in the Install Guide.  The Compatibility matrices are for information 
about what products are compatible with AR System.

Client tool requirements
The minimum requirements for BMC Remedy User and BMC Remedy Alert are:
#1048708; Pentium 4-class
#1048708; 1.3 GHz or higher
#1048708; 512 MB memory
#1048708; 75 MB of free disk space

The minimum requirements for BMC Remedy Developer Studio are:
#1048708; Pentium 4-class
#1048708; 1.3 GHz or higher
#1048708; 512 MB memory
#1048708; 100 MB of free disk space

Of course, these are just minimums.  In general, one should try to use the best 
possible desktop available to your end users that is within your budget.  The 
performance testing of the web client in BMC published numbers was done on an 
Intel i7 2.93 Ghz, 12GB RAM laptop, but less powerful systems can still provide 
reasonable performance since there are other variables involved (latency, 
complexity of forms if not using OOTB/ITSM forms, browser version, etc.).  You 
may wish to do some testing within your development environment to determine 
what performance envelope is acceptable to you vs. size/cost of the 
workstation.  In general, I expect that other local applications being used on 
the workstation will probably dictate more the configuration needs than the 
ITSM Suite’s web client performance.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vaibhav Singhal
Sent: Tuesday, March 20, 2012 3:56 PM
To: arslist@ARSLIST.ORG
Subject: End user workstation's hardware/software recommendations from BMC for 
ARS/ITSM 7.6.04

**
Hi All,


I am looking for an official document saying something about recommended 
hardware/software specifications for end user for ARS/ITSM 7.6.04.


There is no document at below location saying anything about recommended end 
user workstation config :


http://www.bmc.com/support/reg/remedy-compatibility-tables.html
http://media.cms.bmc.com/documents/AR+System+7.6.04+Compatibility+Matrix.pdf


Any comments are appreciated.


Cheers!
Vaibh

Sent from my iPhone
_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_
_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_

Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

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upgrading from Oracle 10g to 11g, issues

[Bray, Joshua]

Good Morning,

 

We are trying to upgrade from Oracle 10g to 11g and are getting errors
when we restart the AR Server (we are on 7.5 patch 6, on windows 2003).
The errors are 390600 : Error in definition for an active link (ARERR
399), on every active link. We are getting these because we had to
change the character set. Oracle 11g is no longer compatible with what
we were using.

 

We are completely customized, no out of the box stuff. Has anyone else
done this, with a similar configuration? BMC has a suggestion, but it's
a bit painful and wondering if anyone else has a better way.

 

Thanks,

Josh Bray

Turner Broadcasting System, INC


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upgrading from Oracle 10g to 11g, issues

[Joshua Bray]

Good Morning,

Sorry if this gets posted twice. I don't seem my previous post.

We are trying to upgrade from Oracle 10g to 11g and are getting errors when we 
restart the AR Server (we are on 7.5 patch 6, on windows 2003). The errors are 
“390600 : Error in definition for an active link (ARERR 399)”, on every active 
link. We are getting these because we had to change the character set. Oracle 
11g is no longer compatible with what we were using.

We are completely customized, no out of the box stuff. Has anyone else done 
this, with a similar configuration? BMC has a suggestion, but it’s a bit 
painful and wondering if anyone else has a better way.

Thanks,
Josh Bray
Turner Broadcasting System, INC

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Re: Installer question...

[richard....@bwc.state.oh.us]

But…where can I find out about the “stack installer”? Is it described somewhere 
or ??

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, March 21, 2012 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installer question...

** The Preconfigured stack installed allows you to install all components on a 
single server. I would recommend that you use the individual installers since 
you can then control what is installed.

-Original Message-
From: richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us
To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Wed, Mar 21, 2012 11:29 am
Subject: Installer question...
**
We’re currently on 7.5 but there is talk about upgrading to 7.6. I’ve seen
references to a “stack installer” on the list from time to time. However, there
is no mention of it in the 7.6.04 installation manual. Where can I find out
more about it? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com/ ARSlist: 
Where the Answers Are_
_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

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Re: upgrading from Oracle 10g to 11g, issues

[Joe Martin D'Souza]

What was your old character set? What did you change it to? How did you 
change it? Did you perform necessary data transformation at the DB level if 
that was required?


Joe

-Original Message- 
From: Joshua Bray
Sent: Wednesday, March 21, 2012 12:16 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: upgrading from Oracle 10g to 11g, issues

Good Morning,

Sorry if this gets posted twice. I don't seem my previous post.

We are trying to upgrade from Oracle 10g to 11g and are getting errors when 
we restart the AR Server (we are on 7.5 patch 6, on windows 2003). The 
errors are “390600 : Error in definition for an active link (ARERR 399)”, on 
every active link. We are getting these because we had to change the 
character set. Oracle 11g is no longer compatible with what we were using.


We are completely customized, no out of the box stuff. Has anyone else done 
this, with a similar configuration? BMC has a suggestion, but it’s a bit 
painful and wondering if anyone else has a better way.


Thanks,
Josh Bray
Turner Broadcasting System, INC 


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Re: Installer question...

[strauss]

When you download it from the support web it has its own Quick Start Card and 
Installation Notes – less than 20 pages of information – but it is what you 
will need.

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 richard@bwc.state.oh.us
Sent: Wednesday, March 21, 2012 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installer question...

**
But…where can I find out about the “stack installer”? Is it described somewhere 
or ??

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, March 21, 2012 11:42 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Installer question...

** The Preconfigured stack installed allows you to install all components on a 
single server. I would recommend that you use the individual installers since 
you can then control what is installed.
-Original Message-
From: richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us
To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Wed, Mar 21, 2012 11:29 am
Subject: Installer question...
**
We’re currently on 7.5 but there is talk about upgrading to 7.6. I’ve seen
references to a “stack installer” on the list from time to time. However, there
is no mention of it in the 7.6.04 installation manual. Where can I find out
more about it? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com/ ARSlist: 
Where the Answers Are_
_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.
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Re: Installer question...

[Wirasat Siddiqi]

You can find some details on Technical Bulletin too.

Thanks,
Wirasat




From:   strauss stra...@unt.edu
To: arslist@ARSLIST.ORG
Date:   03/21/2012 12:39 PM
Subject:Re: Installer question...
Sent by:Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG



** 
When you download it from the support web it has its own Quick Start Card 
and Installation Notes ? less than 20 pages of information ? but it is 
what you will need.
 
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 richard@bwc.state.oh.us
Sent: Wednesday, March 21, 2012 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installer question...
 
** 
But?where can I find out about the ?stack installer?? Is it described 
somewhere or ??
 
From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, March 21, 2012 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installer question...
 
** The Preconfigured stack installed allows you to install all components 
on a single server. I would recommend that you use the individual 
installers since you can then control what is installed.
-Original Message-
From: richard@bwc.state.oh.us richard@bwc.state.oh.us
To: arslist arslist@ARSLIST.ORG
Sent: Wed, Mar 21, 2012 11:29 am
Subject: Installer question...
** 
We?re currently on 7.5 but there is talk about upgrading to 7.6. I?ve seen
references to a ?stack installer? on the list from time to time. However, 
there
is no mention of it in the 7.6.04 installation manual. Where can I find 
out
more about it? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message. _attend WWRUG12 www.wwrug.com ARSlist: Where 
the Answers Are_ 
_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message. 
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Re: Installer question...

[Easter, David]

The Quick Reference can be found here:

BMC Remedy IT Service Management 7.6.04 Suite Stack Installation Quick 
Reference 25-Jan-2011 
PDFhttp://documents.bmc.com/supportu/documents/39/92/183992/183992.pdf

There is also a document called BMC Remedy ITSM Suite Preconfigured Stack 
7.6.04 Installation Notes in the BMC Remedy ITSM Suite Preconfigured Stack 
Installer 7.6.04 Documentation that you can get in the BMC Remedy ITSM Suite 
Preconfigured Stack Installer Version 7.6.04 folder on EPD.

[cid:image001.png@01CD074A.B77D02D0]

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: Wednesday, March 21, 2012 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installer question...

**
But…where can I find out about the “stack installer”? Is it described somewhere 
or ??

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, March 21, 2012 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installer question...

** The Preconfigured stack installed allows you to install all components on a 
single server. I would recommend that you use the individual installers since 
you can then control what is installed.
-Original Message-
From: richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us
To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Wed, Mar 21, 2012 11:29 am
Subject: Installer question...
**
We’re currently on 7.5 but there is talk about upgrading to 7.6. I’ve seen
references to a “stack installer” on the list from time to time. However, there
is no mention of it in the 7.6.04 installation manual. Where can I find out
more about it? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com/ ARSlist: 
Where the Answers Are_
_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.
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inline: image001.png

Re: Installer question...

[richard....@bwc.state.oh.us]

Thanks! That does not appear on the available products list. I’ll have to talk 
to our
salesman….

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Wednesday, March 21, 2012 1:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Installer question...

**
The Quick Reference can be found here:

BMC Remedy IT Service Management 7.6.04 Suite Stack Installation Quick 
Reference 25-Jan-2011 
PDFhttp://documents.bmc.com/supportu/documents/39/92/183992/183992.pdf

There is also a document called BMC Remedy ITSM Suite Preconfigured Stack 
7.6.04 Installation Notes in the BMC Remedy ITSM Suite Preconfigured Stack 
Installer 7.6.04 Documentation that you can get in the BMC Remedy ITSM Suite 
Preconfigured Stack Installer Version 7.6.04 folder on EPD.

[cid:image001.png@01CD0764.750F3F70]

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us
Sent: Wednesday, March 21, 2012 9:31 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Installer question...

**
But…where can I find out about the “stack installer”? Is it described somewhere 
or ??

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, March 21, 2012 11:42 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Installer question...

** The Preconfigured stack installed allows you to install all components on a 
single server. I would recommend that you use the individual installers since 
you can then control what is installed.
-Original Message-
From: richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us
To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Wed, Mar 21, 2012 11:29 am
Subject: Installer question...
**
We’re currently on 7.5 but there is talk about upgrading to 7.6. I’ve seen
references to a “stack installer” on the list from time to time. However, there
is no mention of it in the 7.6.04 installation manual. Where can I find out
more about it? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com/ ARSlist: 
Where the Answers Are_
_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.
_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_
_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

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inline: image001.png

Re: Installer question...

[richard....@bwc.state.oh.us]

Thank you. I think that may be the case. Time to talk to management and our 
salesman….

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Wednesday, March 21, 2012 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Installer question...

**
It’s not itself a product.  It’s a folder under the IT Service Management Suite 
product folder.

If you are on legacy pricing (sometimes internally referred to as “green”) and 
have not purchased the product under the Suite (blue) pricing model, it will 
not appear on your available products list.  The Suite Stack Installer (SSI) is 
only available to customer who have purchased the Suite under the Suite pricing 
model.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us
Sent: Wednesday, March 21, 2012 10:14 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Installer question...

**
Thanks! That does not appear on the available products list. I’ll have to talk 
to our
salesman….

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Wednesday, March 21, 2012 1:10 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Installer question...

**
The Quick Reference can be found here:

BMC Remedy IT Service Management 7.6.04 Suite Stack Installation Quick 
Reference 25-Jan-2011 
PDFhttp://documents.bmc.com/supportu/documents/39/92/183992/183992.pdf

There is also a document called BMC Remedy ITSM Suite Preconfigured Stack 
7.6.04 Installation Notes in the BMC Remedy ITSM Suite Preconfigured Stack 
Installer 7.6.04 Documentation that you can get in the BMC Remedy ITSM Suite 
Preconfigured Stack Installer Version 7.6.04 folder on EPD.

[cid:image001.png@01CD0765.3737D670]

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us
Sent: Wednesday, March 21, 2012 9:31 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Installer question...

**
But…where can I find out about the “stack installer”? Is it described somewhere 
or ??

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, March 21, 2012 11:42 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Installer question...

** The Preconfigured stack installed allows you to install all components on a 
single server. I would recommend that you use the individual installers since 
you can then control what is installed.
-Original Message-
From: richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us
To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Wed, Mar 21, 2012 11:29 am
Subject: Installer question...
**
We’re currently on 7.5 but there is talk about upgrading to 7.6. I’ve seen
references to a “stack installer” on the list from time to time. However, there
is no mention of it in the 7.6.04 installation manual. Where can I find out
more about it? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com/ ARSlist: 
Where the Answers Are_
_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.
_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_
_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 

Re: Permission's mismatch between User and people form

[Bryan Waters]

This is a common issue for the permissions to get out of sync between the
CTM:PeoplePermissionGroup and User form.  Here are instructions to force a
reset:

 

1) Open the CTM:People Permission Groups form in Search mode in the User
Tool

2) Make sure that the field 'z1D Action' is visible(If not, change the field
properties in Admin Tool/Dev Studio to visible). 

3) Search for the User(s) having problems (should return multiple rows)

4) Select all records, then go to 'Actions' - 'Modify All' and enter
START (without quotation marks!) in the 'z1D Action' field.

5) Save the change

6) Rehide the 'z1D Action' field(Optional)

 

Thanks,

Bryan Waters

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sam Anderson
Sent: Tuesday, March 20, 2012 2:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Permission's mismatch between User and people form

 

** Hi All,

Thanks a lot for your valuable suggestions. :)
The issue seems to be inconsistent and many records are having this
mismatch. There are many profiles being affected by this. Like mentioned
earlier, is it possible to update all the records .

On Tue, Mar 20, 2012 at 12:19 PM, Ben Chernys
ben.cher...@softwaretoolhouse.com wrote:

** 

The form is called CTM:People Permission Groups  (memorised).  You are
correct Danny, CTM:People looks only at this form.  

 

I have seen issues with the Data Management Tool in 7.6 that imported these
records and did not cause the appropriate workflow to update the User form.
I didn't investigate but simply corrected the User records with a
Meta-Update script.

 

In the Remedy server, permissions can only be given by the User form (or an
AREA plug-in).  Adding the CTM:People Permission Groups record - through the
GUI or with a display-only field set correctly - causes an update of the
User form.   Workflow (in this case ITSM workflow), plug-ins etc can do what
they like.  Hence the CTM:People Permission Groups form.  

 

The likely cause

 

The reverse is not true.  That is: adding (or changing) the User form does
not create / delete / modify the CTM:People Permission Groups records (and
cannot: there would be some missing info).  

 

Hence, making a change to the User, and then making a change to the People
record, can cause an overwrite to the User record.

 

I would suggest also that in these cases you manually add some CTM:People
Permission Groups records (either directly or through the Data Management
Tool.

 

Cheers

Ben Chernys

Senior Software Architect
Software Tool House Inc.

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

Check out Software Tool House's freebies section for 

an ITSM 7.6.04 forms and fields spreadsheet.

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/ http://www.softwaretoolhouse.com/  

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: March-19-12 23:14
To: arslist@ARSLIST.ORG
Subject: Re: Permission's mismatch between User and people form

 

** 

Hi,

 

Open the people permissions form. (Sorry cant remember the actual name, not
in front of ITSM) and add the persons details there. Those tables in the
People form do not look at the User form for the group / permission info.

 

Regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sam Anderson
Sent: 19 March 2012 20:27
To: arslist@ARSLIST.ORG
Subject: Permission's mismatch between User and people form

 

** Hi All,



ITSM Version:7.6
DB:SQL

What could be the possible cause for the following 
Problem:Permission found in User form are not in People form. 
EX:1.User has Incident Master permission in user form but Only Incident user
permission in people form
2.Change user present in user form but no change permission in people form.

-- 
Thanks  Regards
Sam

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-- 
Thanks  Regards
Sam

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Scheduling approvals

[Alberto M. Lopez]

Hi all !

I have a question about approval engine.

I've seen in the approval server guide that it's possible to schedule an
approval in the process definition of the approval server, but I'm not
suere if I'm understanding this concept well because of my language that is
not english.

In the approval I've writen these parameters (please, see attached image)
and the approval is attached to the change request, but after one hour, the
approval is still attached to the change request.

Thank you very much for your help!.

Alberto

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Re: upgrading from Oracle 10g to 11g, issues

[Bray, Joshua]

We were using US7ASCII. Our DBA's told us that Oracle 11g is not
compatible and said that we had to Change it. After getting some
information from BMC, we changed it to WE8MSWIN1252. The DBA's set the
character set when they installed Oracle 11g (I'm not sure their exact
process). I don't think any data transformation was done. Do we need to
do that?

BMC recommended that we downgrade everything back to what it was (this
is just a test environment at this point, so that is fine). Then they
said to bring up a new 11g database. Then install a new AR Server
against this DB. Then they said to use the Remedy Migrator (which we
don't currently have) and migrate our data over. We would prefer not to
go thus route if possible.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, March 21, 2012 12:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: upgrading from Oracle 10g to 11g, issues

What was your old character set? What did you change it to? How did you 
change it? Did you perform necessary data transformation at the DB level
if 
that was required?

Joe

-Original Message- 
From: Joshua Bray
Sent: Wednesday, March 21, 2012 12:16 PM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: upgrading from Oracle 10g to 11g, issues

Good Morning,

Sorry if this gets posted twice. I don't seem my previous post.

We are trying to upgrade from Oracle 10g to 11g and are getting errors
when 
we restart the AR Server (we are on 7.5 patch 6, on windows 2003). The 
errors are 390600 : Error in definition for an active link (ARERR
399), on 
every active link. We are getting these because we had to change the 
character set. Oracle 11g is no longer compatible with what we were
using.

We are completely customized, no out of the box stuff. Has anyone else
done 
this, with a similar configuration? BMC has a suggestion, but it's a bit

painful and wondering if anyone else has a better way.

Thanks,
Josh Bray
Turner Broadcasting System, INC 


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Re: OT: has anyone seen ME ServiceDesk

[Guillaume Rheault]

I would say ServiceDesk Plus is the competition for Service-Never

Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Martinez, Marcelo A [marc...@cpchem.com]
Sent: Friday, February 17, 2012 10:12 AM
To: arslist@ARSLIST.ORG
Subject: OT: has anyone seen ME ServiceDesk

**
Has anyone taken a look at ManageEngine’s ServiceDesk Plus?

It is a very light application, runs on MySQL, cheap, and installs faster that 
it takes to go get coffee. Oh, and it’s ITIL ready.  Very good app for smaller 
companies. Has incident, problem, change, asset, self-service, dashboards…


Happy Friday

Marcelo

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Re: Permission's mismatch between User and people form

[Sam Anderson]

Hi,

Thanks for the info ..:)

On Wed, Mar 21, 2012 at 10:59 PM, Bryan Waters bryancwat...@gmail.comwrote:

 **

 This is a common issue for the permissions to get out of sync between the
 CTM:PeoplePermissionGroup and User form.  Here are instructions to force a
 reset:

 ** **

 1) Open the CTM:People Permission Groups form in Search mode in the User
 Tool

 2) Make sure that the field 'z1D Action' is visible(If not, change the
 field properties in Admin Tool/Dev Studio to visible). 

 3) Search for the User(s) having problems (should return multiple rows)***
 *

 4) Select all records, then go to 'Actions' - 'Modify All' and enter
 START (without quotation marks!) in the 'z1D Action' field.

 5) Save the change

 6) Rehide the 'z1D Action' field(Optional)

 ** **

 Thanks,

 Bryan Waters

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Sam Anderson
 *Sent:* Tuesday, March 20, 2012 2:21 PM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Permission's mismatch between User and people form

 ** **

 ** Hi All,


 Thanks a lot for your valuable suggestions. :)
 The issue seems to be inconsistent and many records are having this
 mismatch. There are many profiles being affected by this. Like mentioned
 earlier, is it possible to update all the records .

 On Tue, Mar 20, 2012 at 12:19 PM, Ben Chernys 
 ben.cher...@softwaretoolhouse.com wrote:

 ** 

 The form is called “CTM:People Permission Groups”  (memorised).  You are
 correct Danny, CTM:People looks only at this form.  

  

 I have seen issues with the Data Management Tool in 7.6 that imported
 these records and did not cause the appropriate workflow to update the User
 form.  I didn’t investigate but simply corrected the User records with a
 Meta-Update script.

  

 In the Remedy server, permissions can only be given by the User form (or
 an AREA plug-in).  Adding the CTM:People Permission Groups record – through
 the GUI or with a display-only field set correctly – causes an update of
 the User form.   Workflow (in this case ITSM workflow), plug-ins etc can do
 what they like.  Hence the CTM:People Permission Groups form.  

  

 *“The likely cause”*

  

 *The reverse is not true.*  That is: adding (or changing) the User form
 does not create / delete / modify the CTM:People Permission Groups records
 (and cannot: there would be some missing info).  

  

 Hence, making a change to the User, and then making a change to the People
 record, can cause an overwrite to the User record.

  

 I would suggest also that in these cases you manually add some CTM:People
 Permission Groups records (either directly or through the Data Management
 Tool.

  

 Cheers

 Ben Chernys

 Senior Software Architect
 Software Tool House Inc.

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

 Check out Software Tool House's freebies section for 

 an ITSM 7.6.04 forms and fields spreadsheet.

 *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 *Danny Kellett
 *Sent:* March-19-12 23:14
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Permission's mismatch between User and people form

  

 ** 

 Hi,

  

 Open the people permissions form. (Sorry cant remember the actual name,
 not in front of ITSM) and add the persons details there. Those tables in
 the People form do not look at the User form for the group / permission
 info.

  

 Regards

 Danny

  

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Sam Anderson
 *Sent:* 19 March 2012 20:27
 *To:* arslist@ARSLIST.ORG
 *Subject:* Permission's mismatch between User and people form

  

 ** Hi All,



 ITSM Version:7.6
 DB:SQL

 What could be the possible cause for the following
 Problem:Permission found in User form are not in People form.
 EX:1.User has Incident Master permission in user form but Only Incident
 user permission in people form
 2.Change user present in user form but no change permission in people form.

 --
 Thanks  Regards
 Sam

 _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_




 --
 Thanks  Regards
 Sam

 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 
 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_




-- 
Thanks  

Re: error in work order

[Sam Anderson]

Hi ,

Just tried out this today with a single user and worked fine by changing
the license to Fixed from floating. Strange but it worked without any issue.

On Wed, Mar 21, 2012 at 4:32 AM, Mohamed Abdelaziz
moe.abdela...@gmail.comwrote:

 For some reason, this happens when you have two or more enabled profiles
 with the same First Name and Last Name. If you disable one of the profile,
 you will be able to bypass this error.  Do active link logging and modify
 the workflow that fires the error message.

 ** **

 Moe.

 ** **

 *From:* Sam Anderson [mailto:samanderson...@gmail.com]
 *Sent:* Monday, March 19, 2012 4:26 PM
 *Subject:* error in work order

 ** **

 ** Hi All,

 Require suggestion on the following.Getting error in work order when user
 tries to re-assign the ticket to someone from the same group.All the people
 in a particular group has the same permission and roles.ITSM 7.6.Error says
 Requested Foruser can't be uniquely identified from the list, please
 select user from the list .
 We get the error eventhough we search the people name from the list and
 choose it from the list.

 --
 Thanks  Regards
 Sam

 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 




-- 
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Sam

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looking up licenses in 6.3

[Goodall, Andrew C]

Anyone remember how to look at applied licenses in ARS 6.3?

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
http://www.jcp.com/  

 

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Re: looking up licenses in 6.3

[Drew Shuller]

Andrew, you mean through the Admin tool?

Drew

On Wed, Mar 21, 2012 at 12:40 PM, Goodall, Andrew C ago...@jcp.com wrote:
 **

 Anyone remember how to look at applied licenses in ARS 6.3?



 Regards,



 Andrew Goodall

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




 The information transmitted is intended only for the person or entity to
 which it is addressed and
 may contain confidential and/or privileged material. If the reader of this
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Re: looking up licenses in 6.3

[Goodall, Andrew C]

I think so, that's what I'm having a heard time remembering I think in 6.3 that 
data was recorded via the admin tool and then later version went into system 
administrator form on the user tool.

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Wednesday, March 21, 2012 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: looking up licenses in 6.3

Andrew, you mean through the Admin tool?

Drew

On Wed, Mar 21, 2012 at 12:40 PM, Goodall, Andrew C ago...@jcp.com wrote:
 **

 Anyone remember how to look at applied licenses in ARS 6.3?



 Regards,



 Andrew Goodall

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




 The information transmitted is intended only for the person or entity to
 which it is addressed and
 may contain confidential and/or privileged material. If the reader of this
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Re: looking up licenses in 6.3

[Drew Shuller]

Mine is 6.3, and in the Admin Tool, you can go to Add/Remove licenses
or Manage Licenses, where you can see the App licenses or User
licenses, Registered and Current.

Drew

On Wed, Mar 21, 2012 at 1:00 PM, Goodall, Andrew C ago...@jcp.com wrote:
 I think so, that's what I'm having a heard time remembering I think in 6.3 
 that data was recorded via the admin tool and then later version went into 
 system administrator form on the user tool.

 Regards,

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


 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
 Sent: Wednesday, March 21, 2012 1:49 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: looking up licenses in 6.3

 Andrew, you mean through the Admin tool?

 Drew

 On Wed, Mar 21, 2012 at 12:40 PM, Goodall, Andrew C ago...@jcp.com wrote:
 **

 Anyone remember how to look at applied licenses in ARS 6.3?



 Regards,



 Andrew Goodall

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




 The information transmitted is intended only for the person or entity to
 which it is addressed and
 may contain confidential and/or privileged material. If the reader of this
 message is not the intended
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 strictly prohibited. If you are not
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Re: looking up licenses in 6.3

[Easter, David]

If it helps, the documentation for version 6.3.00 can be found here:

https://communities.bmc.com/communities/docs/DOC-7077

It requires that you sign up for an account on the BMC communities (BMC 
Developer Network), but such an account is no charge and does not require a 
Support ID or maintenance contract with BMC.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Wednesday, March 21, 2012 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: looking up licenses in 6.3

I think so, that's what I'm having a heard time remembering I think in 6.3 that 
data was recorded via the admin tool and then later version went into system 
administrator form on the user tool.

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Wednesday, March 21, 2012 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: looking up licenses in 6.3

Andrew, you mean through the Admin tool?

Drew

On Wed, Mar 21, 2012 at 12:40 PM, Goodall, Andrew C ago...@jcp.com wrote:
 **

 Anyone remember how to look at applied licenses in ARS 6.3?



 Regards,



 Andrew Goodall

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




 The information transmitted is intended only for the person or entity to
 which it is addressed and
 may contain confidential and/or privileged material. If the reader of this
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Re: looking up licenses in 6.3

[Goodall, Andrew C]

Thanks.
I was needing to explain how to this for another support area who still manage 
an old 6.3 instance I my group doesn't support or interact with.

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Wednesday, March 21, 2012 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: looking up licenses in 6.3

Mine is 6.3, and in the Admin Tool, you can go to Add/Remove licenses
or Manage Licenses, where you can see the App licenses or User
licenses, Registered and Current.

Drew

On Wed, Mar 21, 2012 at 1:00 PM, Goodall, Andrew C ago...@jcp.com wrote:
 I think so, that's what I'm having a heard time remembering I think in 6.3 
 that data was recorded via the admin tool and then later version went into 
 system administrator form on the user tool.

 Regards,

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


 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
 Sent: Wednesday, March 21, 2012 1:49 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: looking up licenses in 6.3

 Andrew, you mean through the Admin tool?

 Drew

 On Wed, Mar 21, 2012 at 12:40 PM, Goodall, Andrew C ago...@jcp.com wrote:
 **

 Anyone remember how to look at applied licenses in ARS 6.3?



 Regards,



 Andrew Goodall

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




 The information transmitted is intended only for the person or entity to
 which it is addressed and
 may contain confidential and/or privileged material. If the reader of this
 message is not the intended
 recipient, you are hereby notified that your access is unauthorized, and any
 review, dissemination,
 distribution or copying of this message including any attachments is
 strictly prohibited. If you are not
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Re: looking up licenses in 6.3

[Goodall, Andrew C]

Thanks David - that will be a big help to them.

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Wednesday, March 21, 2012 2:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: looking up licenses in 6.3

If it helps, the documentation for version 6.3.00 can be found here:

https://communities.bmc.com/communities/docs/DOC-7077

It requires that you sign up for an account on the BMC communities (BMC 
Developer Network), but such an account is no charge and does not require a 
Support ID or maintenance contract with BMC.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Wednesday, March 21, 2012 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: looking up licenses in 6.3

I think so, that's what I'm having a heard time remembering I think in 6.3 that 
data was recorded via the admin tool and then later version went into system 
administrator form on the user tool.

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Wednesday, March 21, 2012 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: looking up licenses in 6.3

Andrew, you mean through the Admin tool?

Drew

On Wed, Mar 21, 2012 at 12:40 PM, Goodall, Andrew C ago...@jcp.com wrote:
 **

 Anyone remember how to look at applied licenses in ARS 6.3?



 Regards,



 Andrew Goodall

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




 The information transmitted is intended only for the person or entity to
 which it is addressed and
 may contain confidential and/or privileged material. If the reader of this
 message is not the intended
 recipient, you are hereby notified that your access is unauthorized, and any
 review, dissemination,
 distribution or copying of this message including any attachments is
 strictly prohibited. If you are not
 the intended recipient, please contact the sender and delete the material
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Re: upgrading from Oracle 10g to 11g, issues

[Axton]

Character set conversions can be tricky business.  You have to make sure
you decode/re-encode the data properly.  This may not be all that possible
with some things.  What are your source and target character sets?

Axton Grams

On Wed, Mar 21, 2012 at 11:05 AM, Bray, Joshua joshua.b...@turner.comwrote:

 **

 Good Morning,

 ** **

 We are trying to upgrade from Oracle 10g to 11g and are getting errors
 when we restart the AR Server (we are on 7.5 patch 6, on windows 2003). The
 errors are “390600 : Error in definition for an active link (ARERR 399)”,
 on every active link. We are getting these because we had to change the
 character set. Oracle 11g is no longer compatible with what we were using.
 

 ** **

 We are completely customized, no out of the box stuff. Has anyone else
 done this, with a similar configuration? BMC has a suggestion, but it’s a
 bit painful and wondering if anyone else has a better way.

 ** **

 Thanks,

 Josh Bray

 Turner Broadcasting System, INC
  _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_

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Re: upgrading from Oracle 10g to 11g, issues

[Axton]

Just saw your earlier reply.  If going from US7ASCII to WE8MSWIN1252,
everything should convert properly since US7ASCII is a strict subset of
WE8MSWIN1252.  This does, however, require a conversion of the data.

I suggest going to AL32UTF8 instead of WE8MSWIN1252, even if you don't plan
on using Unicode characters at this time, if you can talk your DBA into it.
 You will save yourself a big headache later if you ever want to support
Unicode.  Do keep in mind that with the deprecation of the user tool all
your users will have a Unicode capable client.

Check this article for a view on the conversion:
http://gavinsoorma.com/2011/07/changing-the-database-characterset-from-us7ascii-to-we8mswin1252/


The data has to be converted to change character sets.  I'm not sure what
happens if you just change the oracle configuration and mount data files
that contain a different character set.  I would imagine that some
characters are going to be garbled.

On Wed, Mar 21, 2012 at 2:24 PM, Axton axton.gr...@gmail.com wrote:

 Character set conversions can be tricky business.  You have to make sure
 you decode/re-encode the data properly.  This may not be all that possible
 with some things.  What are your source and target character sets?

 Axton Grams


 On Wed, Mar 21, 2012 at 11:05 AM, Bray, Joshua joshua.b...@turner.comwrote:

 **

 Good Morning,

 ** **

 We are trying to upgrade from Oracle 10g to 11g and are getting errors
 when we restart the AR Server (we are on 7.5 patch 6, on windows 2003). The
 errors are “390600 : Error in definition for an active link (ARERR 399)”,
 on every active link. We are getting these because we had to change the
 character set. Oracle 11g is no longer compatible with what we were using.
 

 ** **

 We are completely customized, no out of the box stuff. Has anyone else
 done this, with a similar configuration? BMC has a suggestion, but it’s a
 bit painful and wondering if anyone else has a better way.

 ** **

 Thanks,

 Josh Bray

 Turner Broadcasting System, INC
  _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_




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Modify All in CMDB

[Rick Cook]

I need to make a mass update to the CIs in my CMDB. Just one field, all to
the same new value.  Just ise Modify All, right?  Wrong.  In Sandbox mode,
Modify All is disabled.

So I think what I have to do is create a new Sandbox dataset, pull a copy
of the master dataset into it, do the Modify All there, then promote the
changes.

I miss anything?

Rick

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Re: Modify All in CMDB

[Roger Justice]

The only way to do a Modify all is to open the Base Element form in the User 
tool and then you can do it.



-Original Message-
From: Rick Cook remedyr...@gmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Wed, Mar 21, 2012 3:44 pm
Subject: Modify All in CMDB


** 
I need to make a mass update to the CIs in my CMDB. Just one field, all to the 
same new value.  Just ise Modify All, right?  Wrong.  In Sandbox mode, Modify 
All is disabled.
So I think what I have to do is create a new Sandbox dataset, pull a copy of 
the master dataset into it, do the Modify All there, then promote the changes. 
I miss anything?
Rick
_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 

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Re: Modify All in CMDB

[Rick Cook]

That seems odd, since the records don't live in Base Element.  I will give
it a shot, though.

Rick
On Mar 21, 2012 3:47 PM, Roger Justice rjust2...@aol.com wrote:

 ** The only way to do a Modify all is to open the Base Element form in
 the User tool and then you can do it.


 -Original Message-
 From: Rick Cook remedyr...@gmail.com
 To: arslist arslist@ARSLIST.ORG
 Sent: Wed, Mar 21, 2012 3:44 pm
 Subject: Modify All in CMDB

 **
 I need to make a mass update to the CIs in my CMDB. Just one field, all to
 the same new value.  Just ise Modify All, right?  Wrong.  In Sandbox mode,
 Modify All is disabled.
 So I think what I have to do is create a new Sandbox dataset, pull a copy
 of the master dataset into it, do the Modify All there, then promote the
 changes.
 I miss anything?
 Rick
 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_
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Re: Modify All in CMDB

[Roger Justice]

Part of the record is in Base element and part is in the CMDB regular form. The 
only way to do a modify all when in any dataset other than BMC.Asset is through 
the underlying forms.



-Original Message-
From: Rick Cook remedyr...@gmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Wed, Mar 21, 2012 4:01 pm
Subject: Re: Modify All in CMDB


** 
That seems odd, since the records don't live in Base Element.  I will give it a 
shot, though. 
Rick
On Mar 21, 2012 3:47 PM, Roger Justice rjust2...@aol.com wrote:

** The only way to do a Modify all is to open the Base Element form in the User 
tool and then you can do it.



-Original Message-
From: Rick Cook remedyr...@gmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Wed, Mar 21, 2012 3:44 pm
Subject: Modify All in CMDB


** 
I need to make a mass update to the CIs in my CMDB. Just one field, all to the 
same new value.  Just ise Modify All, right?  Wrong.  In Sandbox mode, Modify 
All is disabled.
So I think what I have to do is create a new Sandbox dataset, pull a copy of 
the master dataset into it, do the Modify All there, then promote the changes. 
I miss anything?
Rick
_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 
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Re: Modify All in CMDB

[Rick Cook]

So if I am changing a field found in Base Element, I can do it there, but
if not, I need to do it in the BMC.CORE forms corresponding to the
subclasses, rather than the AST: forms?

Rick
On Mar 21, 2012 4:06 PM, Roger Justice rjust2...@aol.com wrote:

 ** Part of the record is in Base element and part is in the CMDB regular
 form. The only way to do a modify all when in any dataset other than
 BMC.Asset is through the underlying forms.


 -Original Message-
 From: Rick Cook remedyr...@gmail.com
 To: arslist arslist@ARSLIST.ORG
 Sent: Wed, Mar 21, 2012 4:01 pm
 Subject: Re: Modify All in CMDB

 **
 That seems odd, since the records don't live in Base Element.  I will give
 it a shot, though.
 Rick
 On Mar 21, 2012 3:47 PM, Roger Justice rjust2...@aol.com wrote:

 ** The only way to do a Modify all is to open the Base Element form in
 the User tool and then you can do it.


 -Original Message-
 From: Rick Cook remedyr...@gmail.com
 To: arslist arslist@ARSLIST.ORG
 Sent: Wed, Mar 21, 2012 3:44 pm
 Subject: Modify All in CMDB

 **
 I need to make a mass update to the CIs in my CMDB. Just one field, all
 to the same new value.  Just ise Modify All, right?  Wrong.  In Sandbox
 mode, Modify All is disabled.
 So I think what I have to do is create a new Sandbox dataset, pull a copy
 of the master dataset into it, do the Modify All there, then promote the
 changes.
 I miss anything?
 Rick
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Re: Modify All in CMDB

[Kevin Morgan]

Rick,



You didn’t mention which class these records were in, but most are in Base
Element.  If sandbox mode is on, then a mass update of the proper BMC.CORE
form is the only way to do it.  You can go directly to the specific class
e.g. BMC.CORE:BMC_ComputerSystem to do the search and update.  This will
limit the number of records searched to just that class.  You can then do
the modify all from there.



Kevin





*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
*Sent:* Wednesday, March 21, 2012 3:12 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Modify All in CMDB



**

So if I am changing a field found in Base Element, I can do it there, but
if not, I need to do it in the BMC.CORE forms corresponding to the
subclasses, rather than the AST: forms?

Rick

On Mar 21, 2012 4:06 PM, Roger Justice rjust2...@aol.com wrote:

** Part of the record is in Base element and part is in the CMDB regular
form. The only way to do a modify all when in any dataset other than
BMC.Asset is through the underlying forms.

-Original Message-
From: Rick Cook remedyr...@gmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Wed, Mar 21, 2012 4:01 pm
Subject: Re: Modify All in CMDB

**

That seems odd, since the records don't live in Base Element.  I will give
it a shot, though.

Rick

On Mar 21, 2012 3:47 PM, Roger Justice rjust2...@aol.com wrote:

** The only way to do a Modify all is to open the Base Element form in the
User tool and then you can do it.

-Original Message-
From: Rick Cook remedyr...@gmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Wed, Mar 21, 2012 3:44 pm
Subject: Modify All in CMDB

**

I need to make a mass update to the CIs in my CMDB. Just one field, all to
the same new value.  Just ise Modify All, right?  Wrong.  In Sandbox mode,
Modify All is disabled.

So I think what I have to do is create a new Sandbox dataset, pull a copy
of the master dataset into it, do the Modify All there, then promote the
changes.

I miss anything?

Rick

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help: srm add to cart gets 623 authentication error

[patrick zandi]

ENV:: solaris: 10, oracle on server,  ars 7.5 midtier 7.6, itsm 7.6.03 or
so..

We have been working like crazy with this issue all day..
we have reset the password for application service, midtier service, slm
module,
We have cleared 1million pounds of cache, too bad it is not in my car..

you can login,
you can go to SRM
but if you add to cart, or submit with data.. Wham..  623 slaps you down.

We have no idea what happened..

Throw me a BONE



-- 
Patrick Zandi

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Re: help: srm add to cart gets 623 authentication error

[Danny Kellett]

Sounds like the request is going to a different server. Has the db been
restored from a different environment?

 

Are you using any form of AREA?

 

Regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: 21 March 2012 22:06
To: arslist@ARSLIST.ORG
Subject: help: srm add to cart gets 623 authentication error

 

** ENV:: solaris: 10, oracle on server,  ars 7.5 midtier 7.6, itsm 7.6.03 or
so.. 

We have been working like crazy with this issue all day.. 
we have reset the password for application service, midtier service, slm
module, 
We have cleared 1million pounds of cache, too bad it is not in my car.. 

you can login, 
you can go to SRM
but if you add to cart, or submit with data.. Wham..  623 slaps you down.

We have no idea what happened..

Throw me a BONE



-- 
Patrick Zandi
_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 


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Dialog that does not restrict edit to parent

[Goodall, Andrew C]

ARSList,

 

I'm looking for a way to launch a dialog box that will still allow for
the editing of the parent form.

 

We have a need to pop some data to the users regarding additional site
data that is important to read and use while the service desk associate
is displaying and modifying or creating an incident.

 

However, the customer wants the user to still be able to edit the parent
incident record while that pop notification dialog is being displayed.

 

Any ideas on how I can accomplish that - the traditional dialog window
will not allow the user to modify the parent form until the dialog is
closed.

 

Thanks in advance.

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
http://www.jcp.com/  

 

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message including any attachments is strictly prohibited. If you are notbrthe 
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Re: help: srm add to cart gets 623 authentication error

[patrick zandi]

It was working yesterday.. I have another weird log I found..

FLTR TID: 38 RPC ID: 048059 Queue: Fast  
Client-RPC: 390620USER: patrick.zandi
-- Passed -- perform actions

FLTR TID: 38 RPC ID: 048059 Queue: Fast  
Client-RPC: 390620USER: patrick.zandi
 0: Set Fields

SQL  TID: 38 RPC ID: 048059 Queue: Fast  
Client-RPC: 390620USER: patrick.zandi
 /* Wed Mar 21 2012 09:23:06.4291 */SELECT T1.C1,C152,C155,C156 FROM T1
WHERE ((T1.C8 = '623') AND (T1.C7 = 0) AND (T1.C150 = 0) AND ((T1.C152 LIKE
'en%') OR (T1.C152 IS NULL))) ORDER BY C152 ASC, 1 ASC

SQL  TID: 38 RPC ID: 048059 Queue: Fast  
Client-RPC: 390620USER: patrick.zandi
 /* Wed Mar 21 2012 09:23:06.4319 */OK

FLTR TID: 38 RPC ID: 048059 Queue: Fast  
Client-RPC: 390620USER: patrick.zandi
  Error while performing filter action: Error 623

FLTR TID: 38 RPC ID: 048059 Queue: Fast  
Client-RPC: 390620USER: patrick.zandi
   Filter SRM:OBO:SetOBOAssignee_RequestedBy: No enabled
error handler

FLTR TID: 38 RPC ID: 048059 Queue: Fast  
Client-RPC: 390620USER: patrick.zandi
 /* Wed Mar 21 2012 09:23:06.4351 */Canceled filter processing due to error

FLTR TID: 38 RPC ID: 048059 Queue: Fast  
Client-RPC: 390620USER: patrick.zandi
 /* Wed Mar 21 2012 09:23:06.4355 */ Call Guide
SRM:OBO:SetOBOAssigneeGuide (return)

FLTR TID: 38 RPC ID: 048059 Queue: Fast  
Client-RPC: 390620USER: patrick.zandi
  Error while performing filter action: Error 623

FLTR TID: 38 RPC ID: 048059 Queue: Fast  
Client-RPC: 390620USER: patrick.zandi
  Filter SRM:OBO:SetOBOAssignee_CallGuide: No enabled error handler

FLTR TID: 38 RPC ID: 048059 Queue: Fast  
Client-RPC: 390620USER: patrick.zandi
 /* Wed Mar 21 2012 09:23:06.4364 */ End of filter processing (phase
1) -- Operation - CREATE on SRM:Request - NULL

FLTR TID: 38 RPC ID: 048059 Queue: Fast  
Client-RPC: 390620USER: patrick.zandi
 /* Wed Mar 21 2012 09:23:06.4368 */Canceled filter processing due to error

SQL  TID: 38 RPC ID: 048059 Queue: Fast  
Client-RPC: 390620USER: patrick.zandi
 /* Wed Mar 21 2012 09:23:06.4372 */COMMIT WORK

API  TID: 38 RPC ID: 048059 Queue: Fast  
Client-RPC: 390620USER: patrick.zandi
 /* Wed Mar 21 2012 09:23:06.4382 */-CE   FAIL


On Wed, Mar 21, 2012 at 6:20 PM, Danny Kellett 
danny.kell...@strategicworkflow.com wrote:

 **

 Sounds like the request is going to a different server. Has the db been
 restored from a different environment?

 ** **

 Are you using any form of AREA?

 ** **

 Regards

 Danny

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi
 *Sent:* 21 March 2012 22:06
 *To:* arslist@ARSLIST.ORG
 *Subject:* help: srm add to cart gets 623 authentication error

 ** **

 ** ENV:: solaris: 10, oracle on server,  ars 7.5 midtier 7.6, itsm 7.6.03
 or so..

 We have been working like crazy with this issue all day..
 we have reset the password for application service, midtier service, slm
 module,
 We have cleared 1million pounds of cache, too bad it is not in my car..

 you can login,
 you can go to SRM
 but if you add to cart, or submit with data.. Wham..  623 slaps you down.

 We have no idea what happened..

 Throw me a BONE



 --
 Patrick Zandi
 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 

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Re: Dialog that does not restrict edit to parent

[Grooms, Frederick W]

If you are using Mid-Tier as the client you can simply open the Window for 
display instead of as a Dialog.  That will open it in a new window.

You can do the same thing with the User Tool, only to see both at once you will 
not want to have the Maximize Window option set.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Wednesday, March 21, 2012 5:33 PM
To: arslist@ARSLIST.ORG
Subject: Dialog that does not restrict edit to parent

** 
ARSList,

I'm looking for a way to launch a dialog box that will still allow for the 
editing of the parent form.

We have a need to pop some data to the users regarding additional site data 
that is important to read and use while the service desk associate is 
displaying and modifying or creating an incident.

However, the customer wants the user to still be able to edit the parent 
incident record while that pop notification dialog is being displayed.

Any ideas on how I can accomplish that - the traditional dialog window will not 
allow the user to modify the parent form until the dialog is closed.

Thanks in advance.

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  

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Re: Server Group without load sharing

[patchsk]

I can say that it will work and is very useful. Infact I would say it would 
be a best practice if the company can afford one more extra server. We have 
been using this feature since over an year.
We have  total 3 ARS servers with servergroup but only two servers are 
facing end users via loadbalanced VIP. The third box is a virtual server 
and we use it specifically for admin and back end processes like 
approval,escalation,reconciliation, reports, email, aie etc. In the user 
facing servers we set the record limit to 1000 and if any one wants to 
query more than 1000 they can use the backend server.
It would avoid lot of headaches related to performance and also comes very 
handy during code deployments. For any OS patches we have the patches 
deployed first in the backend server and then we will do it on front end 
servers.

On Tuesday, March 20, 2012 11:28:00 AM UTC-5, Logan, Kelly wrote:

 ** 

 Hello all,

  

 I am working on a new configuration for ARS 7.6.4, with ITSM and Atrium 
 CMDB.  The server group documentation is mostly oriented around setting up 
 load-shared systems, but also notes you can set up a user server (that 
 users connect to directly) and process server(s).  As we are on the smaller 
 side, I don’t think the full three load-shared servers recommended is 
 necessary, but I do think it would be helpful to segregate the users  from 
 the processes that tend to run long and heavy.

  

 Has anyone had experience with how effective splitting the user and 
 process demands is in preventing slowdowns and/or with which were the most 
 effective to segregate (Email Engine, Escalations, Atrium 
 Integrator/Reconciliation, etc)?  Any issues that you’ve run across that 
 effected standard functioning or other considerations you think I should 
 take into account?

  

  

 *Kelly Logan*, Sr. Systems Administrator (Remedy), GMS

 734.997.4777

 kelly.lo...@proquest.com

 www.proquest.com 

  

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

  

 P Please consider the environment before printing this email. 

  

 *This email and any files transmitted with it are confidential and 
 intended solely for the use of the individual or entity to whom they are 
 addressed. If you have received this email in error please notify the 
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Re: Performance Testing with HP PerformanceCenter

[patchsk]

Even though you asked for Success story I am responding with our 
unsuccessful story.
Not sure if HP Performance Center is new name for HP Load runner.
We tried with HP load runner to record actions on remedy itsm 7.6.03  and 
our load runner folks spent significant amount of time to get this working. 
One of them been a remedy developer in the past. 
At the end they said they cannot get it work with remedy because remedy 
midtier java servlets are not behaving like regular java apps so HP load 
runner cannot record and repeat instructions.
They could record the sequence for login into remedy but not for opening 
consoles and searching/updating/creating the tickets.
I have no way to validate their statement because I have not been a java 
developer in the past so take it with grain of salt.
At the end our management decided that since ITSM is a packaged solution 
they it should have been load tested by the vendor and there are a few 
white papers on the results.
So we end up doing basic testing with webservices creating/updating entries 
using soapUI tool. You can automate that in that tool.
And wrote some escalations doing the same. And one day we had our call 
center folks test it with in a 2hr period login and create/update entries, 
it was kind of training for them too.

On Tuesday, March 20, 2012 4:35:37 PM UTC-5, Nathan Aker wrote:

 ** 

 Listers, Anyone had any luck SUCCESSFULLY doing performance testing on 
 Remedy using HP PerformanceCenter on ARS/ITSM 7.6.04?

  

 Yes, I’m aware it’s not supported and that BMC’s stated recommendations 
 are Microfocus SilkPerformer or Scapa TPP but I’m curious if anyone else 
 has had any luck with HP.  We were able to successfully run some scripts in 
 Change Management, but have been fighting trying to get Incident scripts to 
 run.   BMC Support is standing behind the “not supported” stance, which is 
 fine, but just curious if this is another item that is not supported, but 
 that others have gotten to work.   Trying to avoid buying another expensive 
 enterprise performance testing tool as we already have one.

  

 Thanks.  Nate.

  

 *Nathan Aker*
 ITSM Solution Architect



  
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