Change a Support Group Structure, ITSM
Hi, suppose that we have this entry in form Support Group Support Company: xxx Support Organization: yyy Support Group Name: zzz There are Team Members, Templates, Problems, Incidents, Changes, Auto-routing and more. Now, Support Group Name zzz has to be moved to Support Organization 'aaa'. How do you perform this action? I have got the information that a new Group entry has to be created, all team members manually moved, all templates handled manually, and all other forms too where xxx/yyy/zzz exist. 'The Data Wizard are not working on Unix and shall not be used' have I heard. To make this operation manually takes a lot of time, there must be a better way? Thanks, Lars ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Transferring in-house 6.3 code to a 7.6.04 server
This last sentence is not 100% true. I agree with you with the
recommendation of pointing to views at direct SQL actions instead of T
tables. But, although it is very unlikely, it is not guaranteed that the
view name of the form won't change when migrating. If two form names
collide with the view name one of them will have the scheme number in the
name.
El miércoles 11 de abril de 2012, Joe Martin D'Souza escribió:
**
A very useful tip:
Many of you may know this.. If you MUST write a Direct SQL, you NEVER
should write SQL directly to T tables.. Instead write them against the view
name.. for eg if you wanted to write one for the HPD:HelpDesk form whose
table is lets say T654 do not write it to T654.. Describe HPD_HelpDesk and
write it to that.. Then the upgrade would be seamless as the view name
never changes..
You may want to consider a project where if you have Direct SQL’s to the T
tables, convert them to address the view names..
Joe
*From:* Susan Palmer javascript:_e({}, 'cvml',
'suzanpal...@gmail.com');
*Sent:* Tuesday, April 10, 2012 7:57 PM
*Newsgroups:* public.remedy.arsystem.general
*To:* arslist@ARSLIST.ORG javascript:_e({}, 'cvml',
'arslist@ARSLIST.ORG');
*Subject:* Re: Transferring in-house 6.3 code to a 7.6.04 server
** We did an upgrade (mis-nomer) last year. After 3 months of trying to
upgrade we ended up just creating new servers and export/importing
objects. The biggest gotcha we ran into was when you import forms to the
new database it changes the form ID (T236 became T450). Any sql statements
included in workflow needed to be updated and external programs needed to
be updated.
There were other things and if you take the time to search archives I
described them pretty extensively.
Good luck!!
Susan
On Tue, Apr 10, 2012 at 11:05 AM, David M. Clark
david.m.cl...@tn.govjavascript:_e({}, 'cvml', 'david.m.cl...@tn.gov');
wrote:
**
Folks,
I am finally in the process of upgrading our 6.03.00 patch 017
implementation to the latest offered. By “upgrade” I mean a transfer
between old and new servers, not on the same server. The revs are
apparently too far apart to use Migrator to transfer code between, so I
will be using a 7.1 server as an intermediate transfer point. Migrator 7.1
from the 6.3 box to the 7.1 box, then the latest Migrator from the 7.1 box
to the 7.6.04 box. I’ll also be using Export/Import tools as needed. Note
that no BMC Remedy applications are involved here, though I will be loading
ITSM later. My concern now is only with in-house developed code created
under or compatible with version 6.3. Solaris and Oracle on both sides.*
***
Anyone ever done this or have any suggestions as to problems that I may
encounter?
Thanks,
-David
_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_
--
Jose M. Huerta
Project Manager**
Movil: 661 665 088
Telf.: 971 75 03 24
Fax: 971 75 07 94
http://www.sm2baleares.es/
SM2 Baleares S.A.
C/Rita Levi
Edificio SM2 Parc Bit
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http://es-es.facebook.com/pages/SM2-Baleares/158608627954
http://twitter.com/#!/SM2Baleares
http://www.linkedin.com/company/sm2-baleares
La información contenida en este mensaje de correo electrónico es
confidencial. La misma, es enviada con la intención de que únicamente sea
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que nos lo comunique por la misma vía, se abstenga de realizar copias del
mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de
inmediato.
P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es
necesario.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
image004.jpgimage003.jpgimage001.jpgimage002.jpg
Asking for code...
Hi, I have no access to the right version of admin-tool for ITSM, I would appreciate if someone could send me the arscode which executes when Data Wizard is used for changing name of a Support Group. Direct sql och push fields, I don't know. Easy to validate the forms involved and maybe make some adjustments. Thanks In Advance. Lars ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Transferring in-house 6.3 code to a 7.6.04 server
Hi, In addition to RRR|Chive, you might benefit from using RRR|DefHideExpandBox that will help you fix the layout of your forms after the upgrade, as fields 2, 4 and 5 will get an expand box appended to them as a result of a field length increase: https://www.rrr.se/cgi/tools/main#rrrDefHideExpandBox Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Ditto to what Joe said. We moved from 7.1 p7 to 7.6.04 SP2. We simply just created def files of all of our custom forms and then used RRRCHIVE to move the data. Something you may want to think about? Then I don't think you would need to use the interim 7.1 server? Up to you. We had about 517 forms to move (plus all the workflow). It really wasn't that bad Thanks! Lisa From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Tuesday, April 10, 2012 12:25 PM To: arslist@ARSLIST.ORG Subject: Re: Transferring in-house 6.3 code to a 7.6.04 server ** If you do not have any OTB applications, I do not think you got too much to worry about. Have you customized any of the core forms? Core workflow? By that I mean forms like the User, Group, Email Engine forms, etc.. If your answer to this is no, you can go your merry way as you might have in previous versions.. If you have customized these core forms and workflow, you might want to check with BMC if they have a hash file for just the core components, so that you can create the overlay layer for those customizations. And then go your merry way with what you want to do with your in house stuff.. I really do not see much you need to put on your watch list except for integrations etc you might have done to third party tools or applications that may face the possibilities of a breakdown if they are not compatible with the new ARS application server version. Joe From: David M. Clarkmailto:david.m.cl...@tn.gov Sent: Tuesday, April 10, 2012 12:05 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Transferring in-house 6.3 code to a 7.6.04 server ** Folks, I am finally in the process of upgrading our 6.03.00 patch 017 implementation to the latest offered. By upgrade I mean a transfer between old and new servers, not on the same server. The revs are apparently too far apart to use Migrator to transfer code between, so I will be using a 7.1 server as an intermediate transfer point. Migrator 7.1 from the 6.3 box to the 7.1 box, then the latest Migrator from the 7.1 box to the 7.6.04 box. I'll also be using Export/Import tools as needed. Note that no BMC Remedy applications are involved here, though I will be loading ITSM later. My concern now is only with in-house developed code created under or compatible with version 6.3. Solaris and Oracle on both sides. Anyone ever done this or have any suggestions as to problems that I may encounter? Thanks, -David _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Too many filters processed during this operation (ARERR 298)
Karthick, If the workflow performing those operation is all legit, you can raise the default max number of filters in an operation in the AR Server Info settings from what your current limit is to something slightly higher and then retry the operation.. I would start with doubling it, and if it works, feel free to lower it a little if you want.. The limit is to prevent the server going to an endless loop of filters, Joe From: Karthick S Sent: Wednesday, April 11, 2012 10:11 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Too many filters processed during this operation (ARERR 298) ** Hi Guys,, Too many filters processed during this operation (ARERR 298) Mon Apr 9 13:07:51 2012 390620 : Too many filters processed during this operation (ARERR 298) Mon Apr 9 13:07:51 2012 TIM:Process:Metric I have gone throu AR error Pdf and understood the error concept. Filters were created to push the datas to this form TIM:Process:Mertic. Can anyone suggest me how to fix this issue. -- Thanks and Regards, Karthick S ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Too many filters processed during this operation (ARERR 298)
Hi, You can add the number of allowed filters, but it is likely that you will run into the problem again. You might have some kind of infinite looping going on, in which case it is a bug in your code. If you have a table loop in a FLTR that performs a push-fields, the total number of filters might become very high. If you move the table loop to ACTL instead, each Push-Fields will be treated as an individual call, and you will not get this problem. Another solution is to do an escalation that performs the Push-Fields (or possibly Set-Fields), one record at a time. Each record found by the escalation will be tread as a single call. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi Guys,, *Too many filters processed during this operation (ARERR 298)* Mon Apr 9 13:07:51 2012 390620 : Too many filters processed during this operation (ARERR 298) Mon Apr 9 13:07:51 2012 TIM:Process:Metric I have gone throu AR error Pdf and understood the error concept. Filters were created to push the datas to this form TIM:Process:Mertic. Can anyone suggest me how to fix this issue. -- ** ** *Thanks and Regards,* *Karthick S* ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Too many filters processed during this operation (ARERR 298)
Hi Misi, Thanks for the info, i ll try and let you know. Thx, Karthick S On Wed, Apr 11, 2012 at 10:34 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, You can add the number of allowed filters, but it is likely that you will run into the problem again. You might have some kind of infinite looping going on, in which case it is a bug in your code. If you have a table loop in a FLTR that performs a push-fields, the total number of filters might become very high. If you move the table loop to ACTL instead, each Push-Fields will be treated as an individual call, and you will not get this problem. Another solution is to do an escalation that performs the Push-Fields (or possibly Set-Fields), one record at a time. Each record found by the escalation will be tread as a single call. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi Guys,, *Too many filters processed during this operation (ARERR 298)* Mon Apr 9 13:07:51 2012 390620 : Too many filters processed during this operation (ARERR 298) Mon Apr 9 13:07:51 2012 TIM:Process:Metric I have gone throu AR error Pdf and understood the error concept. Filters were created to push the datas to this form TIM:Process:Mertic. Can anyone suggest me how to fix this issue. -- ** ** *Thanks and Regards,* *Karthick S* ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- ** ** *Thanks and Regards,* *Karthick S* ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Asking for code...
Just a reminder that re-distribution of BMC Intellectual Property by an entity other than BMC is not allowed under U.S. law and the license agreements signed by any customer/partner with access to the code. If you do not have legal access to the BMC code you require, please contact your BMC representative to determine how you can return to having legal entitlement to BMC product downloads. If the community member or partner can provide a community/partner created utility that performs this action, that is certainly an alternative which would not be in violation. -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 lars.j.petters...@vattenfall.com Sent: Wednesday, April 11, 2012 12:41 AM To: arslist@ARSLIST.ORG Subject: Asking for code... ** Hi, I have no access to the right version of admin-tool for ITSM, I would appreciate if someone could send me the arscode which executes when Data Wizard is used for changing name of a Support Group. Direct sql och push fields, I don't know. Easy to validate the forms involved and maybe make some adjustments. Thanks In Advance. Lars _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Too many filters processed during this operation (ARERR 298)
Hi Joe, I am using 6.3 version, In AR server info setting i can find the option for increasing the limit. Thx, Karthick S On Wed, Apr 11, 2012 at 10:41 AM, Karthick S karthick...@gmail.com wrote: Hi Misi, Thanks for the info, i ll try and let you know. Thx, Karthick S On Wed, Apr 11, 2012 at 10:34 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, You can add the number of allowed filters, but it is likely that you will run into the problem again. You might have some kind of infinite looping going on, in which case it is a bug in your code. If you have a table loop in a FLTR that performs a push-fields, the total number of filters might become very high. If you move the table loop to ACTL instead, each Push-Fields will be treated as an individual call, and you will not get this problem. Another solution is to do an escalation that performs the Push-Fields (or possibly Set-Fields), one record at a time. Each record found by the escalation will be tread as a single call. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi Guys,, *Too many filters processed during this operation (ARERR 298)* Mon Apr 9 13:07:51 2012 390620 : Too many filters processed during this operation (ARERR 298) Mon Apr 9 13:07:51 2012 TIM:Process:Metric I have gone throu AR error Pdf and understood the error concept. Filters were created to push the datas to this form TIM:Process:Mertic. Can anyone suggest me how to fix this issue. -- ** ** *Thanks and Regards,* *Karthick S* ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- ** ** *Thanks and Regards,* *Karthick S* -- ** ** *Thanks and Regards,* *Karthick S* ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
CMDB and Product Catalog
Hi all, How do we remove all of the CI's except business services/service offerings? Is this just a matter of wiping the dataset and excluding Tier 1 = Business Service a qualification? How do we remove all entries except the Product Catalog services/service offerings? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Too many filters processed during this operation (ARERR 298)
Hi Misi, Instead of escalation we were using script to push the data as well. Thx, Karthick S On Wed, Apr 11, 2012 at 10:43 AM, Karthick S karthick...@gmail.com wrote: Hi Joe, I am using 6.3 version, In AR server info setting i can find the option for increasing the limit. Thx, Karthick S On Wed, Apr 11, 2012 at 10:41 AM, Karthick S karthick...@gmail.comwrote: Hi Misi, Thanks for the info, i ll try and let you know. Thx, Karthick S On Wed, Apr 11, 2012 at 10:34 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, You can add the number of allowed filters, but it is likely that you will run into the problem again. You might have some kind of infinite looping going on, in which case it is a bug in your code. If you have a table loop in a FLTR that performs a push-fields, the total number of filters might become very high. If you move the table loop to ACTL instead, each Push-Fields will be treated as an individual call, and you will not get this problem. Another solution is to do an escalation that performs the Push-Fields (or possibly Set-Fields), one record at a time. Each record found by the escalation will be tread as a single call. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se . Hi Guys,, *Too many filters processed during this operation (ARERR 298)* Mon Apr 9 13:07:51 2012 390620 : Too many filters processed during this operation (ARERR 298) Mon Apr 9 13:07:51 2012 TIM:Process:Metric I have gone throu AR error Pdf and understood the error concept. Filters were created to push the datas to this form TIM:Process:Mertic. Can anyone suggest me how to fix this issue. -- ** ** *Thanks and Regards,* *Karthick S* ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- ** ** *Thanks and Regards,* *Karthick S* -- ** ** *Thanks and Regards,* *Karthick S* -- ** ** *Thanks and Regards,* *Karthick S* ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Transferring in-house 6.3 code to a 7.6.04 server
Instead of hardcoding, you can retrieve the viewname from ARSchema table during run time by adding a set fields action. Thanks Mahesh On Wed, Apr 11, 2012 at 2:25 AM, Jose Huerta jose.hue...@sm2baleares.eswrote: ** This last sentence is not 100% true. I agree with you with the recommendation of pointing to views at direct SQL actions instead of T tables. But, although it is very unlikely, it is not guaranteed that the view name of the form won't change when migrating. If two form names collide with the view name one of them will have the scheme number in the name. El miércoles 11 de abril de 2012, Joe Martin D'Souza escribió: ** A very useful tip: Many of you may know this.. If you MUST write a Direct SQL, you NEVER should write SQL directly to T tables.. Instead write them against the view name.. for eg if you wanted to write one for the HPD:HelpDesk form whose table is lets say T654 do not write it to T654.. Describe HPD_HelpDesk and write it to that.. Then the upgrade would be seamless as the view name never changes.. You may want to consider a project where if you have Direct SQL’s to the T tables, convert them to address the view names.. Joe *From:* Susan Palmer *Sent:* Tuesday, April 10, 2012 7:57 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: Transferring in-house 6.3 code to a 7.6.04 server ** We did an upgrade (mis-nomer) last year. After 3 months of trying to upgrade we ended up just creating new servers and export/importing objects. The biggest gotcha we ran into was when you import forms to the new database it changes the form ID (T236 became T450). Any sql statements included in workflow needed to be updated and external programs needed to be updated. There were other things and if you take the time to search archives I described them pretty extensively. Good luck!! Susan On Tue, Apr 10, 2012 at 11:05 AM, David M. Clark david.m.cl...@tn.govwrote: ** Folks, I am finally in the process of upgrading our 6.03.00 patch 017 implementation to the latest offered. By “upgrade” I mean a transfer between old and new servers, not on the same server. The revs are apparently too far apart to use Migrator to transfer code between, so I will be using a 7.1 server as an intermediate transfer point. Migrator 7.1 from the 6.3 box to the 7.1 box, then the latest Migrator from the 7.1 box to the 7.6.04 box. I’ll also be using Export/Import tools as needed. Note that no BMC Remedy applications are involved here, though I will be loading ITSM later. My concern now is only with in-house developed code created under or compatible with version 6.3. Solaris and Oracle on both sides. Anyone ever done this or have any suggestions as to problems that I may encounter? Thanks, -David _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Jose M. Huerta Project Manager** Movil: 661 665 088 Telf.: 971 75 03 24 Fax: 971 75 07 94 http://www.sm2baleares.es/ SM2 Baleares S.A. C/Rita Levi Edificio SM2 Parc Bit 07121 Palma de Mallorca http://es-es.facebook.com/pages/SM2-Baleares/158608627954 http://twitter.com/#!/SM2Baleares http://www.linkedin.com/company/sm2-baleares La información contenida en este mensaje de correo electrónico es confidencial. La misma, es enviada con la intención de que únicamente sea leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por la misma vía, se abstenga de realizar copias del mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de inmediato. P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es necesario. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Where does the 'Menu Name' attribute go?
Hi All, I'm slowly coming up to speed with DS and can't seem to figure out where the Menu Name attribute goes on a random basis. Is it a problem with forms from older versions? I tried exporting and importing in the hopes the attribute would appear. No dice. Words or wisdom? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Asking for code...
Great reminder ! I am getting pinged on the US. eyes only support again.. Dave .. any new words on this front? On Wed, Apr 11, 2012 at 10:43 AM, Easter, David david_eas...@bmc.comwrote: ** Just a reminder that re-distribution of BMC Intellectual Property by an entity other than BMC is not allowed under U.S. law and the license agreements signed by any customer/partner with access to the code. If you do not have legal access to the BMC code you require, please contact your BMC representative to determine how you can return to having legal entitlement to BMC product downloads. ** ** If the community member or partner can provide a community/partner created utility that performs this action, that is certainly an alternative which would not be in violation. ** ** -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 *lars.j.petters...@vattenfall.com *Sent:* Wednesday, April 11, 2012 12:41 AM *To:* arslist@ARSLIST.ORG *Subject:* Asking for code... ** ** ** Hi, I have no access to the right version of admin-tool for ITSM, I would appreciate if someone could send me the arscode which executes when Data Wizard is used for changing name of a Support Group. Direct sql och push fields, I don't know. Easy to validate the forms involved and maybe make some adjustments. Thanks In Advance. Lars _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Remedy ITSM 7.6.04 Work Order Printing
I am amazed that the WOI:WorkOrder form does not have a quick print. I don't remember if I created that myself in the old version or if it was out of the box. Has anyone here who is using this version created a Report button and the reporting workflow that goes with it? I was JUST told that this was not there... Go-Live is May 1 and I have a bazillion other things to do. One other thing with regards to printing Incidents and Work Orders, has anyone added the work Info information to that report? How did you do it? I miss my old 6.3!!! Anyone willing to share??? Claire ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
What document....?
We're going to be upgrading to 7.6.04 in the near future. Is there a place/document that describes the new base and overlay features for forms and the accepted way to load our customizations? I went through the install and config manuasls but didn't see anything that really explains 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
webservice to consume sharepoint
Hi I'm looking to see if anyone has been successful creating a filter to consume an external webservice(sharepoint) that requires authentication. What we are doing - sending a few fields from a custom form into a Sharepoint calendar. I can run SOAP UI operation to the WSDL and can create an entry on the sharepoint website using the updatelistItem Operation. I had to use the Auth tab to put the user name and password to get it to work. So at this point I know the webservices work. My questions are with the Authentication. Remedy doesn't seem to send the right info out. I've created a staging form that holds the user name and password fields and other fields as well. Then I just map the usernametoken fields in the input mappings. After putting in the user name Sharepointdomain\myusername in a field on a staging form and the password which has all sorts of characters. P*ss-Wor! I get the following error when modifying entry on custom staging form. ARERR[9130] Error encountered while executing a Web Service: (401) Unauthorized The error seems to be a http error. Maybe formating the authentication differently. Do I have to put some additional code in the username and password fields to incude the domain? Where can I check the XML file being sent to sharepoint to see what is missing or incorrect? DO I need something like ![CDATA[shrpointdomain\username]] and ![CDATA[password]]? That doesn't work either. Does sharepoint look for html -Encoded fields? I guess once I get by the authentication error, I can start adding the fields. Thanks in advance JK ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Beta testers welcome for ARSmarts 2.8
Hello List, We have already received very valuable feedback from the participant to the ARSmarts 2.8 beta program. New builds have been produced and made available for download on our website. For those who missed the first announcement, the principal new feature of this new version of ARSmarts is linked to the Overlay. Using ARSmarts 2.8, you can navigate your Base, Overlay or Custom objects all together or separately, search through the different types of objects, compare an Overlay with its corresponding Overlaid and much, much more . You can register here: http://www.arsmarts.com/register You will then receive the password to the download area. You can then download and install ARSmarts 2.8 (please take the highest available build number). Once you have installed ARSmarts, you can request a license. As participant to the beta program, you will receive a full license, valid until the end of the beta program. Cheers. Kaïs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Java API connection pool question..
Thanks Axton, I posed the question to your websphere admins, We use http server in this case is IBM HTTP Server - 6.1.0.25, j2ee server - IBM WebSphere Application Server - ND - 6.1.0.25. -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/Java-API-connection-pool-question-tp7454090p7456744.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Remedy System comes to a standstill/unresonsive
We've been experiencing intermittent issues where all of a sudden our Remedy system comes to a standstill and is unresponsive to the end user for 10-15mins. The end users are experiencing this in both the client and the web. The strange thing is that there are no errors outputted to the arerror.log file and the end users are not receiving any errors such as timeouts. We have automated montioring setup to ping the IP Address every 5 secs and have not received any alerts. We have montiored the databse and haven't found really any long running queries during the time of the issues that we think is contributing to the issues. We've now turned on the normal app logging of API/SQL/Filter/Esc and opened up a ticket with BMC Support, but looking for some Out of the Box thinking from the group on where to maybe look or if anyone has had similar issues. ARS/Midtier 7.5 Patch 6 ITSM 7.5.01 Patch 1 Atrium Core 7.5 Patch 2 SLM 7.5.00 Kinetic Survey Kinetic Request 4 Sun Solaris AR Servers in a server group behind loadbalancer Oracle Database 4 Windows VM Midtier servers behind load balancer Integrations with AR servers: OIM BladeLogic/BAO IBRSD with ProactiveNet, Patrol Control M TMART Yep, we've been drinking the BMC blue kool-aid for the most part :) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: What document....?
Another document you may refer to is this: 10-Oct-2011 Describes how to upgrade the BMC Remedy ITSM Suite (including the AR System server and all of the ITSM applications) to version 7.6.04 Service Pack 2. (This combines the previous Service Pack 1 and Delta Data Migration white papers.) PDFhttp://documents.bmc.com/supportu/documents/87/71/218771/218771.pdf -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, April 11, 2012 9:34 AM To: arslist@ARSLIST.ORG Subject: What document? ** We're going to be upgrading to 7.6.04 in the near future. Is there a place/document that describes the new base and overlay features for forms and the accepted way to load our customizations? I went through the install and config manuasls but didn't see anything that really explains 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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy System comes to a standstill/unresonsive
Jaime, Install the desktop client on the app server. When you see the issue, RDP to the app server and then start the desktop client. If you still see an issue this rules out the network. Also try connecting to the Oracle instance from your desktop. This will give an indication if it's an issue with the connection to the DB instance. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie Sent: Wednesday, April 11, 2012 1:20 PM To: arslist@ARSLIST.ORG Subject: Remedy System comes to a standstill/unresonsive We've been experiencing intermittent issues where all of a sudden our Remedy system comes to a standstill and is unresponsive to the end user for 10-15mins. The end users are experiencing this in both the client and the web. The strange thing is that there are no errors outputted to the arerror.log file and the end users are not receiving any errors such as timeouts. We have automated montioring setup to ping the IP Address every 5 secs and have not received any alerts. We have montiored the databse and haven't found really any long running queries during the time of the issues that we think is contributing to the issues. We've now turned on the normal app logging of API/SQL/Filter/Esc and opened up a ticket with BMC Support, but looking for some Out of the Box thinking from the group on where to maybe look or if anyone has had similar issues. ARS/Midtier 7.5 Patch 6 ITSM 7.5.01 Patch 1 Atrium Core 7.5 Patch 2 SLM 7.5.00 Kinetic Survey Kinetic Request 4 Sun Solaris AR Servers in a server group behind loadbalancer Oracle Database 4 Windows VM Midtier servers behind load balancer Integrations with AR servers: OIM BladeLogic/BAO IBRSD with ProactiveNet, Patrol Control M TMART Yep, we've been drinking the BMC blue kool-aid for the most part :) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Java API connection pool question..
I don't know much about the IBM stack, but with Apache's AJP connector, you have the option to define keep alives (see socket_keepalive and ping_mode ): http://tomcat.apache.org/connectors-doc/reference/workers.html If the IBM HTTP server is talking HTTP to the WebSphere server, the firewall should not interfere with the communications since each HTTP request/response can negotiate the session information (it is basically stateless between request/response pairs). Since the firewall is interfering, I can only assume that some other protocol is in use. Axton Grams On Wed, Apr 11, 2012 at 12:04 PM, Dee ddus...@aim.com wrote: Thanks Axton, I posed the question to your websphere admins, We use http server in this case is IBM HTTP Server - 6.1.0.25, j2ee server - IBM WebSphere Application Server - ND - 6.1.0.25. -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/Java-API-connection-pool-question-tp7454090p7456744.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy System comes to a standstill/unresonsive
Try to look at your getlist setting in AR System Administration\server information\config\Max entries for Getlist. If you have it set to 0, that could be your issue. I have it set to 1. Also, make sure that Allow Unqualified Searches is unchecked. Those two things taken together cause unresponsiveness. Are you having any issues with the mid-tier locking up? Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell: 281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie Sent: Wednesday, April 11, 2012 12:20 PM To: arslist@ARSLIST.ORG Subject: Remedy System comes to a standstill/unresonsive We've been experiencing intermittent issues where all of a sudden our Remedy system comes to a standstill and is unresponsive to the end user for 10-15mins. The end users are experiencing this in both the client and the web. The strange thing is that there are no errors outputted to the arerror.log file and the end users are not receiving any errors such as timeouts. We have automated montioring setup to ping the IP Address every 5 secs and have not received any alerts. We have montiored the databse and haven't found really any long running queries during the time of the issues that we think is contributing to the issues. We've now turned on the normal app logging of API/SQL/Filter/Esc and opened up a ticket with BMC Support, but looking for some Out of the Box thinking from the group on where to maybe look or if anyone has had similar issues. ARS/Midtier 7.5 Patch 6 ITSM 7.5.01 Patch 1 Atrium Core 7.5 Patch 2 SLM 7.5.00 Kinetic Survey Kinetic Request 4 Sun Solaris AR Servers in a server group behind loadbalancer Oracle Database 4 Windows VM Midtier servers behind load balancer Integrations with AR servers: OIM BladeLogic/BAO IBRSD with ProactiveNet, Patrol Control M TMART Yep, we've been drinking the BMC blue kool-aid for the most part :) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: What document....?
The concept is really simple.. Anything that is not created by you and has arrived OTB, is the base layer.. Anything that you need to do to this base layer, becomes an overlay after you overlay that object in the best practice mode. Anything that you create from scratch, is a custom object. You load your customizations in much the same way as you always did. Export all overlaid objects and custom objects and leave the base layer alone.. That’s that pretty much in a nutshell.. Joe From: richard@bwc.state.oh.us Sent: Wednesday, April 11, 2012 12:33 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: What document? ** We're going to be upgrading to 7.6.04 in the near future. Is there a place/document that describes the new base and overlay features for forms and the accepted way to load our customizations? I went through the install and config manuasls but didn't see anything that really explains it Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: What document....?
Perfect! Thank you!! From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Easter, David [david_eas...@bmc.com] Sent: Wednesday, April 11, 2012 1:23 PM To: arslist@ARSLIST.ORG Subject: Re: What document? ** Another document you may refer to is this: 10-Oct-2011 Describes how to upgrade the BMC Remedy ITSM Suite (including the AR System server and all of the ITSM applications) to version 7.6.04 Service Pack 2. (This combines the previous Service Pack 1 and Delta Data Migration white papers.) PDFhttp://documents.bmc.com/supportu/documents/87/71/218771/218771.pdf -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, April 11, 2012 9:34 AM To: arslist@ARSLIST.ORG Subject: What document? ** We're going to be upgrading to 7.6.04 in the near future. Is there a place/document that describes the new base and overlay features for forms and the accepted way to load our customizations? I went through the install and config manuasls but didn't see anything that really explains 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Beta testers welcome for ARSmarts 2.8
I had applied but have not yet tried any tests as from first looks, it appears like I need to load the def files that needs to be analyzed? Is there any method to connect to the AR Database in a read mode directly and view the relationships from that kind of an online connection? Joe -Original Message- From: Support Sent: Wednesday, April 11, 2012 12:51 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Beta testers welcome for ARSmarts 2.8 Hello List, We have already received very valuable feedback from the participant to the ARSmarts 2.8 beta program. New builds have been produced and made available for download on our website. For those who missed the first announcement, the principal new feature of this new version of ARSmarts is linked to the Overlay. Using ARSmarts 2.8, you can navigate your Base, Overlay or Custom objects all together or separately, search through the different types of objects, compare an Overlay with its corresponding Overlaid and much, much more . You can register here: http://www.arsmarts.com/register You will then receive the password to the download area. You can then download and install ARSmarts 2.8 (please take the highest available build number). Once you have installed ARSmarts, you can request a license. As participant to the beta program, you will receive a full license, valid until the end of the beta program. Cheers. Kaïs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: What document....?
Thanks! From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Joe Martin D'Souza [jdso...@shyle.net] Sent: Wednesday, April 11, 2012 1:38 PM To: arslist@ARSLIST.ORG Subject: Re: What document? ** The concept is really simple.. Anything that is not created by you and has arrived OTB, is the base layer.. Anything that you need to do to this base layer, becomes an overlay after you overlay that object in the best practice mode. Anything that you create from scratch, is a custom object. You load your customizations in much the same way as you always did. Export all overlaid objects and custom objects and leave the base layer alone.. That’s that pretty much in a nutshell.. Joe From: richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us Sent: Wednesday, April 11, 2012 12:33 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: What document? ** We're going to be upgrading to 7.6.04 in the near future. Is there a place/document that describes the new base and overlay features for forms and the accepted way to load our customizations? I went through the install and config manuasls but didn't see anything that really explains it Thanks! _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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Delete from Source issue
I have played with this Archive property before and it worked fine but
now it's not working and I don't understand why.
I running:
CMDB 7.5.00 p 004
ARS 7.5.00 p 007
ITSM 7.0.03 p 009
SQL 2008
I'm using the HPD:Help Desk form.
In the properties option I select Archive and set the following values:
Archive Type: Delete from source
Archive Status: Enabled
Time Select was set to: Wednesday @ 8AM ( for testing )
Qualification was set to: ('Last Modified Date' 10/1/2005 12:00:00
AM) AND ('Status' = Resolved)
I even tried 'Last Modified Date' 10/1/2005 and it still is
not deleting records
Any ideas why this now wouldn't work?
Thanks for looking,
Larry B.
Remedy, HP3000, Level II Support
The contents of this message, together with any attachments, are
intended only for the use of the individual or entity to which they are
addressed and may contain information that is legally privileged,
confidential or otherwise exempt from disclosure. If you are not the
intended recipient, you are prohibited from disseminating, distributing,
or copying this message or any attachment. If you have received this
message by mistake, please let the sender know by email reply and
immediately delete this message, along with any attachments, from your
system.
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Re: Remedy System comes to a standstill/unresonsive
Are you performing any of these activities at the time these delays seem to happen? : 1) Modifying or making changes to any of the large data tables from the Admin or the Development Studio? 2) Creating new 'permission groups' (View or Change groups) 3) Having a short interval for a Mid-Tier recache? 4) Expensive Escalations running on intervals? 5) Constantly creating new or modifying CMDB classes? 6) AIE engine polling activity? These are things I can think of at the top of my head which can lock up users.. Joe -Original Message- From: Jamie Sent: Wednesday, April 11, 2012 1:19 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Remedy System comes to a standstill/unresonsive We've been experiencing intermittent issues where all of a sudden our Remedy system comes to a standstill and is unresponsive to the end user for 10-15mins. The end users are experiencing this in both the client and the web. The strange thing is that there are no errors outputted to the arerror.log file and the end users are not receiving any errors such as timeouts. We have automated montioring setup to ping the IP Address every 5 secs and have not received any alerts. We have montiored the databse and haven't found really any long running queries during the time of the issues that we think is contributing to the issues. We've now turned on the normal app logging of API/SQL/Filter/Esc and opened up a ticket with BMC Support, but looking for some Out of the Box thinking from the group on where to maybe look or if anyone has had similar issues. ARS/Midtier 7.5 Patch 6 ITSM 7.5.01 Patch 1 Atrium Core 7.5 Patch 2 SLM 7.5.00 Kinetic Survey Kinetic Request 4 Sun Solaris AR Servers in a server group behind loadbalancer Oracle Database 4 Windows VM Midtier servers behind load balancer Integrations with AR servers: OIM BladeLogic/BAO IBRSD with ProactiveNet, Patrol Control M TMART Yep, we've been drinking the BMC blue kool-aid for the most part :) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy System comes to a standstill/unresonsive
All good questions Joe and thanks for contributing to our issue. I should have also included, that we are pretty much 95% out of the box and do not do very much Remedy workflow changes unless it's a patch or hotfix. Which non have been applied recently. Below are answers to your questions: 1) No changes are being done to data tables or anything in dev studio 2) No groups have been created, modified, or renamed 3) We have Definition Check inteval turned off 4) I have reviewed the escalation log during the time, and no significant log running esclations that would cause any issues. We also have escalations running on it's on queue 5) No CMDB classes have been created outside of the out of box classes along time ago 6) We are not using AIE for anything, is there a way I can check this to make sure nothing is being tripped? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
AREA Authentication Timeout
ARS 7.064 sp2 Redhat 64Bit Configured server for AREA LDAP and ARDBC. The ARDBC connection works fine. I created a Vendor form and can query records on the LDAP server without issue. Authentication is not working. From the arplugin.log I can see the following: ldap_init(ldapserver, 389) connect timeout previously: -1 connect timeout used: 35000 ldap_set_option(Chase Referrals): ON (handled by plugin) ldap_simple_bind(svc-remedy-001, hidden) After the bind ldap_search_ext(DC=a,DC=b,DC=c,DC=d, 2, sAMAccountName=someuser) After about 35 seconds the call times out with the following: ARERR [8922] The authentication service is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. user: someuser, server: remedyserver The arpplugin has the following: Timed out trying to search. Timeout is 40 seconds Cannot find the user info in LDAP server FAIL I know the user exists because I can see it using the Vendor form. I have setup three other servers the exact same way but with a different LDAP host and they are working fine. Thoughts? Thank you. Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: AREA Authentication Timeout
For some reason on mine I had to put in the bind user as DOMAIN\user in the AREA LDAP configuration form. The ARDBC would work, but AREA would not. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Wednesday, April 11, 2012 1:41 PM To: arslist@ARSLIST.ORG Subject: AREA Authentication Timeout ARS 7.064 sp2 Redhat 64Bit Configured server for AREA LDAP and ARDBC. The ARDBC connection works fine. I created a Vendor form and can query records on the LDAP server without issue. Authentication is not working. From the arplugin.log I can see the following: ldap_init(ldapserver, 389) connect timeout previously: -1 connect timeout used: 35000 ldap_set_option(Chase Referrals): ON (handled by plugin) ldap_simple_bind(svc-remedy-001, hidden) After the bind ldap_search_ext(DC=a,DC=b,DC=c,DC=d, 2, sAMAccountName=someuser) After about 35 seconds the call times out with the following: ARERR [8922] The authentication service is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. user: someuser, server: remedyserver The arpplugin has the following: Timed out trying to search. Timeout is 40 seconds Cannot find the user info in LDAP server FAIL I know the user exists because I can see it using the Vendor form. I have setup three other servers the exact same way but with a different LDAP host and they are working fine. Thoughts? Thank you. Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: AREA Authentication Timeout
Try a longer timeout; we use 300. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Wednesday, April 11, 2012 1:41 PM To: arslist@ARSLIST.ORG Subject: AREA Authentication Timeout ARS 7.064 sp2 Redhat 64Bit Configured server for AREA LDAP and ARDBC. The ARDBC connection works fine. I created a Vendor form and can query records on the LDAP server without issue. Authentication is not working. From the arplugin.log I can see the following: ldap_init(ldapserver, 389) connect timeout previously: -1 connect timeout used: 35000 ldap_set_option(Chase Referrals): ON (handled by plugin) ldap_simple_bind(svc-remedy-001, hidden) After the bind ldap_search_ext(DC=a,DC=b,DC=c,DC=d, 2, sAMAccountName=someuser) After about 35 seconds the call times out with the following: ARERR [8922] The authentication service is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. user: someuser, server: remedyserver The arpplugin has the following: Timed out trying to search. Timeout is 40 seconds Cannot find the user info in LDAP server FAIL I know the user exists because I can see it using the Vendor form. I have setup three other servers the exact same way but with a different LDAP host and they are working fine. Thoughts? Thank you. Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy System comes to a standstill/unresonsive
We had a similar issue start cropping up in December with more in January and February. We're on 7.5 and as much OOTB as possible. It started by being unresponsive for ~15-20min and then got longer. We ended up needing to restart the AR server service to get the system back which worked fine but was extremely annoying. Support helped us work through the problem and though we still don't know the root cause of why it started happening, the resolution was some updates to the ar.cfg. This is what we changed: Here is the diff from before to after Private-RPC-Socket: 390620 2 6 Private-RPC-Socket: 390620 4 10 Private-RPC-Socket: 390635 2 3 Private-RPC-Socket: 390635 4 10 # This line was added Private-RPC-Socket: 390626 2 3 Cache-Mode: 1 Cache-Mode: 0 Hope it's helpful. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie Sent: Wednesday, April 11, 2012 11:28 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy System comes to a standstill/unresonsive All good questions Joe and thanks for contributing to our issue. I should have also included, that we are pretty much 95% out of the box and do not do very much Remedy workflow changes unless it's a patch or hotfix. Which non have been applied recently. Below are answers to your questions: 1) No changes are being done to data tables or anything in dev studio 2) No groups have been created, modified, or renamed 3) We have Definition Check inteval turned off 4) I have reviewed the escalation log during the time, and no significant log running esclations that would cause any issues. We also have escalations running on it's on queue 5) No CMDB classes have been created outside of the out of box classes along time ago 6) We are not using AIE for anything, is there a way I can check this to make sure nothing is being tripped? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Java API connection pool question..
Thanks Axton, We are exploring your suggestion. But in the interim we put a timer on firewall for ports to 2 hour, to be safe. Same question posed to BMC, the MT controls java connection pool and we can't. And set the Session timeout in the user preference/mt general setting to less than firewall. Which we have tested but still 'out of state session in the firewall login issues. To your point there maybe another protocol to look into. None of there additional responses, dove into the response you have provided. Axton Grams wrote: I don't know much about the IBM stack, but with Apache's AJP connector, you have the option to define keep alives (see socket_keepalive and ping_mode ): http://tomcat.apache.org/connectors-doc/reference/workers.html If the IBM HTTP server is talking HTTP to the WebSphere server, the firewall should not interfere with the communications since each HTTP request/response can negotiate the session information (it is basically stateless between request/response pairs). Since the firewall is interfering, I can only assume that some other protocol is in use. Axton Grams On Wed, Apr 11, 2012 at 12:04 PM, Dee ddus...@aim.com wrote: Thanks Axton, I posed the question to your websphere admins, We use http server in this case is IBM HTTP Server - 6.1.0.25, j2ee server - IBM WebSphere Application Server - ND - 6.1.0.25. -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/Java-API-connection-pool-question-tp7454090p7456744.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- View this message in context: http://old.nabble.com/Java-API-connection-pool-question..-tp33663782p33672738.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Java API connection pool question..
In my previous replies I was under the impression that the firewall was between the web servers and the websphere server. Disregard my previous messages. This is a more common arrangement, and for whatever reason when I read your message, I saw what I wanted to see. You have to remember that connections to Remedy using the Remedy API are stateless. That is why you can open your user tool, log in to Remdy, unplug your machine from the network, plug in and get a different IP address and things just work. I assume the same is true of the connection pools since it is all built on the same stack. Each RPC datagram contains the authentication information, so if a connection is not already established, a new one is created when packets come from the client destined for the server. This is different from stateful protocols, like Oracle's OCI, SSH, etc. If your firewall is blocking the connections between the midtier server and the arserver, you need to look at the blocked packets and the firewall policy to find out why. Most firewalls are stateful for TCP connections, and attempt to be stateful for UDP connections (they typically look at the source IP/port and destination IP/port and create a state based on that information). They will generally accept SYN packets to add a new state to the state table, then use the return SYN/ACK packet to finalize the state. From that point forward, packets that match that entry in the state table are allowed to pass. An RST packet will typically terminate/expire a TCP state and UDP states just have to expire according to the threshold configured on the firewall. Check on the midtier server whether the connection is over UDP or TCP (use tcpdump on unix/linux and WireShark on Windows). If it is using UDP, check the number of states the firewall is capable of tracking. Make sure that limit on the number of UDP states is not breached, because the firewall will start expiring, throttling, or use some other means to stay under that limit. If it is using TCP, things are not so straight forward. What does your firewall say? Is it dropping packets or sending RST packets for packets that try to pass through that do not match the state table? Most firewalls keep track of the last packet for a given state and expire only sessions that have been inactive (no packets) for a given amount of time. In your original message you stated that the firewall flushes connections on each session every hour. If this in fact the case, it is a brain-dead expiration policy that is bound to cause problems. I don't know what kind of firewall you are using, but the person that manages your firewalls should be able to see what is being blocked and determine why those things are being blocked (if this in fact the cause of your problems). It could be something as simple as the firewall is under-powered for the task at hand and is dropping old states to keep up with the new states. On the other hand, your problem may not be your firewall. Axton Grams On Wed, Apr 11, 2012 at 9:03 PM, RemedyAdmin ddus...@aim.com wrote: Thanks Axton, We are exploring your suggestion. But in the interim we put a timer on firewall for ports to 2 hour, to be safe. Same question posed to BMC, the MT controls java connection pool and we can't. And set the Session timeout in the user preference/mt general setting to less than firewall. Which we have tested but still 'out of state session in the firewall login issues. To your point there maybe another protocol to look into. None of there additional responses, dove into the response you have provided. Axton Grams wrote: I don't know much about the IBM stack, but with Apache's AJP connector, you have the option to define keep alives (see socket_keepalive and ping_mode ): http://tomcat.apache.org/connectors-doc/reference/workers.html If the IBM HTTP server is talking HTTP to the WebSphere server, the firewall should not interfere with the communications since each HTTP request/response can negotiate the session information (it is basically stateless between request/response pairs). Since the firewall is interfering, I can only assume that some other protocol is in use. Axton Grams On Wed, Apr 11, 2012 at 12:04 PM, Dee ddus...@aim.com wrote: Thanks Axton, I posed the question to your websphere admins, We use http server in this case is IBM HTTP Server - 6.1.0.25, j2ee server - IBM WebSphere Application Server - ND - 6.1.0.25. -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/Java-API-connection-pool-question-tp7454090p7456744.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy System comes to a standstill/unresonsive
Jamie, What do your SQL/API (combination of these into a single file) logs show? Any obvious latencies? Joe -Original Message- From: Jamie Sent: Wednesday, April 11, 2012 2:27 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Remedy System comes to a standstill/unresonsive All good questions Joe and thanks for contributing to our issue. I should have also included, that we are pretty much 95% out of the box and do not do very much Remedy workflow changes unless it's a patch or hotfix. Which non have been applied recently. Below are answers to your questions: 1) No changes are being done to data tables or anything in dev studio 2) No groups have been created, modified, or renamed 3) We have Definition Check inteval turned off 4) I have reviewed the escalation log during the time, and no significant log running esclations that would cause any issues. We also have escalations running on it's on queue 5) No CMDB classes have been created outside of the out of box classes along time ago 6) We are not using AIE for anything, is there a way I can check this to make sure nothing is being tripped? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Java API connection pool question..
Awesome explanation, Thank you Axton. The connection on the midtier is TCP, but will double for UDP. Question: our MT points to TCP, would it in parallel use UDP? Although, yesterday, I enabled portmapper for a local application to ARServer, so UDP 111 could be utilized. I will followup with the network admin on what is actually being blocked and let you know. To your point and even the n/w admins are saying the policy is as you put it brain dead, they don't make policy, only implement and there are no governors. This probably came from vender Checkpoint as a recommendation. Even with no policy owners, they are currently looking at increasing the 1hour to 2 hour on the firewall connection table, which I presume is the default. This is because all connections are logged; may be performance issue on the firewall for the 1hour limit on the connection table. Currently, the production is in a legacy environment, no firewalls, and portmapped. We don't encounter the issue. In the near future we will be moving to new server behind firewall. -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/Java-API-connection-pool-question-tp7454090p7458264.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
