Re: ARERR 8939: Plugin Server not responding

[Carl Wilson]

Hi,

the plug-in server usually runs on either  or 9998 by default.  

As there are many plug-ins that use the server, you should not update the
pluginsvr_config.xml but focus on the Web Services entries in the ar.conf
file.

 

You should have something similar to the below in the ar.conf for a 7.1/7.5
server version - you need to validate the path and the file names as there
was some issues in the documentation referencing these files if you
configured Web Services manually after the server was installed.

 

ARF-Java-Class-Path: C:\Program Files\AR System\itsm7rtm\arapi71.jar;

ARF-Java-Class-Path: C:\Program Files\AR System\itsm7rtm\axis.jar;

ARF-Java-Class-Path: C:\Program Files\AR System\itsm7rtm\log4j-1.2.8.jar;

ARF-Java-Class-Path: C:\Program Files\AR System\itsm7rtm\websvc71.jar;

ARF-Java-Class-Path: C:\Program Files\AR System\itsm7rtm\wsdl4j-1.5.1.jar;

ARF-Java-Class-Path: C:\Program Files\AR System\itsm7rtm\xercesImpl.jar;

ARF-Java-Class-Path: C:\Program Files\AR System\itsm7rtm\xmlParserAPIs.jar;

ARF-Java-Class-Path: C:\Program Files\AR
System\itsm7rtm\commons-logging-1.0.4.jar;

ARF-Java-Class-Path: C:\Program Files\AR
System\itsm7rtm\commons-discovery-0.2.jar;

ARF-Java-Class-Path: C:\Program Files\AR System\itsm7rtm\jaxrpc.jar;

ARF-Java-Class-Path: C:\Program Files\AR System\itsm7rtm\saaj.jar;

Plugin: WebService.dll

Plugin: arealdap.dll

Plugin: ardbcldap.dll

Plugin: ardbcconf.dll

Plugin: FlashboardObject.dll

Plugin: ServerAdmin.dll

Plugin: reportplugin.dll

 

 

In the later versions of ARS (> 7.6), the additional line you have mentioned
below has been added "Server-Plugin-Alias: ARSYS.ALRT.WEBSERVICE
ARSYS.ALRT.WEBSERVICE {serverName:Port}", but as you are on an earlier
version I don't believe that you need this (to do with interacting with
BAO).   The plug-in server also went to java, thus the aliasing required
that was mentioned by Vyom with the 2 entries - these are not required in
the 7.1/7.5 versions so should be removed.  

 

The Web Service plug-in was run by the WebService.dll in the 7.1/7.5
versions, so you need to ensure the paths to the dependency files for the
.dll are correct.

 

Cheers

Carl

 

http://www.missingpiecessoftware.com/ 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Guy
Sent: 09 July 2012 20:44
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 8939: Plugin Server not responding

 

** Hi Friends,

 

Thanks for all those valuble inputs. I guess i am almost near the culprit
now! 

 

 

Environment:

ARS 7.1 patch 006  OS: Linux

 

I find that the port numbers vary in the ar.conf file from that in
pluginsvr_config.xml. 

ar.conf has 7156

pluginsvr_config.xml has 

 

 

Also, i dont find the following entry  in ar.conf file!

Server-Plugin-Alias: ARSYS.ALRT.WEBSERVICE ARSYS.ALRT.WEBSERVICE
{serverName:Port}

 

 

So, my doubt now is : Is specifying the Server plugin alias mandatory in the
ar.conf file. Because i have the entry

Plugin: /opt/remedy/ARSystem/bin/libwebservice.so.

 

Also, should i change the port number to 7156 in the plugin_config.xml?

The server installation was done years back without me and we dont have any
clear documentation on the order of installation and config details!

Is there any white paper/doc available on the checklist for web service
configuration settings. The one available in Integration with third party
plugins doesnt really help much!

 

It will be great if you can help me with this!

 

Thanks a bunch to all of you again!

 

 

 

Regards,

Gifthia

On Fri, Jul 6, 2012 at 9:04 AM, ITSM.Support 
wrote:

** 

Hi,

 

You can check below things:

 

-Verify from task-manager if arplugin.exe is running, if not restart ARPort
mapper service.

 

-If port mapper is not configured for assigning the port check if same port
is being used by some another application

 

-You may also check if the below entries for web service plug-ins are in
ar.conf (ar.cfg) file. (arserver and port number must be same for each
plugin)

. Server-Plugin-Alias: ARSYS.ALRT.WEBSERVICE ARSYS.ALRT.WEBSERVICE
:

. Server-Plugin-Alias: ARSYS.ARF.WEBSERVICE ARSYS.ARF.WEBSERVICE
:

 

-Also there may be issue with pluginsvr_config.xml file. Check if above
plug-ins are registered in pluginsvr_config.xml file with same port number
which is configured in ar.conf file.

 

-Check the libraries/jars are available in specified directory.

 

-User should try with increasing 'Filter API RPC Time out' value and again
check with the issue.

 

--

Regards,

ITSM Support

 

Vyom Labs Pvt. Ltd.

BSM Solutions & Services || ITIL Consulting & Training

Email: i...@vyomlabs.com  || Web Site: www.vyomlabs.com Follow Vyom Labs
http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Guy
Sent: Friday, July 06, 2012 1:18 AM
To: arslist@ARSLIST.ORG


Subject

Re: Issue in opening a display only form

[Ron Tavares]

Have you tried deleting your local cache?
.ron

On Mon, Jul 9, 2012 at 11:52 AM, remedy.help  wrote:

> ** Check on the workflow written on the load or opening of that particular
> display only form ,
>
> Will suggest to first disable those. That will give you time for doing
> more analysis with number of fields and restructuring it for better
> performance. You can also trying to modify your workflow accordingly.
>
> Regards
> Amit
>
>
> On Fri, Jul 6, 2012 at 12:06 PM, Sreenivas  wrote:
>
>> Hi,
>>
>> It is a customized application and we are bringing all the tasks(there
>> are quite big number of tasks) into one single form. Earlier each task
>> has one display-only form. Users requested to build in this way.
>>
>> Regards,
>> Sreenivas
>>
>>
>> On 6/29/12, Jose Huerta  wrote:
>> > Can you explain us why do you need that quantity of fields? Just
>> curiosity.
>> >
>> > To show a lot of info?
>> > To use them as variables in code?
>> > ...
>> >
>> > Regards,
>> > Jose Huerta
>> > http://theremedyforit.com/
>> >
>> >
>> >
>> > On Thu, Jun 28, 2012 at 8:15 PM, Misi Mladoniczky  wrote:
>> >
>> >> Hi,
>> >>
>> >> I agree with Susan. Maybe your design is a little bit flawed, and you
>> can
>> >> do this in another way?
>> >>
>> >> In any event, I still think you should do a Save-As on your form, and
>> try
>> >> to open the new form. Did that work?
>> >>
>> >> The second thing would be to delete field. That should be quick enough
>> if
>> >> you multiselect with the lasso.
>> >>
>> >>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.
>> >>
>> >> > I think you've probably generated some curiosity  with this issue.  I
>> >> have
>> >> > data forms with maybe 600 fields and other developers often express
>> >> > negative opinions about that.  I understand yours is a display form,
>> >> > but
>> >> > what are these fields for?  That is alot of fields!
>> >> >
>> >> > Susan
>> >> >
>> >> > On Thu, Jun 28, 2012 at 8:33 AM, Sreenivas 
>> wrote:
>> >> >
>> >> >> Thanks Misi for quick response.
>> >> >>
>> >> >> We are trying by deleting recently added fields but there are 500
>> >> >> fields added in this week. Till now it is not yet getting opened in
>> >> >> user tool.
>> >> >>
>> >> >> Any other ideas please
>> >> >>
>> >> >> Is it really an issue if we have high number fields? We need to add
>> >> >> more fields on this form. it may cross 5k fields also.
>> >> >>
>> >> >> Regars,
>> >> >> Sreenivas
>> >> >>
>> >> >>
>> >> >>
>> >> >> On 6/28/12, Misi Mladoniczky  wrote:
>> >> >> > Hi,
>> >> >> >
>> >> >> > Make a copy of the form (save as) and try that one.
>> >> >> >
>> >> >> > If it does not work, remove half the fields and try that.
>> >> >> >
>> >> >> > That is a rather high number of fields...
>> >> >> >
>> >> >> > 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
>> >> >> .
>> >> >> >
>> >> >> >> Dear All,
>> >> >> >>
>> >> >> >> We have 3844 fields on a display-only form. Does it cause any
>> issue
>> >> >> >> while opening a form in user tool. It is working fine in thin
>> >> >> >> client
>> >> >> >> however when we open the same form in thick client, window gets
>> >> >> >> freezed. Any idea why it is not working in user tool.
>> >> >> >>
>> >> >> >> Environment:
>> >> >> >> ARS Server - 7.0.1
>> >> >> >> User Tool- 7.0.1
>> >> >> >> Oracle 10g
>> >> >> >>
>> >> >> >>
>> >> >> >> Regards,
>> >> >> >> Sreenivas
>> >> >> >>
>> >> >> >>
>> >> >>
>> >>
>> ___
>> >> >> >> 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"
>> >> >> >
>> >> >>
>> >> >>
>> >> >>
>> >>
>> ___
>> >> >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> >> >> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>> >> >>
>> >> >
>> >> >
>> >>
>> __

Re: (prod issue) rpc socket delete from ar.conf

[Dee]

This is the error which BMC  pointed us  to missing Rpc socket config.

Tue Jul 3 02:12:52 2012 Approve : RPC call failed (ARERR 91) 
Tue Jul 3 02:12:52 2012 Approve : RPC: 1832-007 Unable to receive; event
requires attention





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Error On Table Field Menu

[Frank Caruso]

ARS 764 sp2
ITSM 7.6.04 sp2
Oracle 11g, Weblogic 10

Created a table field with multiple columns. Added a new column that uses has a 
character menu. The menu throws an error:

Caught exception : 'this.FieldMap[...] is null or not an object

The error only appears the first type it is accessed. The next time the error 
does not appear and the menu shows the correct values. If the user leaves the 
form and then reopens it the error appears again, the first time. This happens 
to all users, regardless of permission. Have tried flushing "everything" on all 
levels but the error still appears.

Any thoughts?

Thank you
Frank

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Re: Error On Table Field Menu

[Carl Wilson]

Hi,
is the table set to refresh on open?
Could be that the menu field is not loaded when the table refresh occurs 
causing the error.
Somewhere to look at.

Cheers
Carl

http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: 10 July 2012 13:45
To: arslist@ARSLIST.ORG
Subject: Error On Table Field Menu

ARS 764 sp2
ITSM 7.6.04 sp2
Oracle 11g, Weblogic 10

Created a table field with multiple columns. Added a new column that uses has a 
character menu. The menu throws an error:

Caught exception : 'this.FieldMap[...] is null or not an object

The error only appears the first type it is accessed. The next time the error 
does not appear and the menu shows the correct values. If the user leaves the 
form and then reopens it the error appears again, the first time. This happens 
to all users, regardless of permission. Have tried flushing "everything" on all 
levels but the error still appears.

Any thoughts?

Thank you
Frank

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Re: Floating License Estimation - rule of thumb or formula

[Sean O'Sullivan]

Good Morning Listers, 

Jose,
We started out by purchasing a fixed licence for most of the folks who use the 
system full time. 
This included helpdesk and operations center folks.  The only ones from 
helpdesk or NOC who got float licenses were those who routinely worked night 
shift.  Because we have most floats freed up during the evening.  

We took the rest of the users and made them float licenses.  
We started out with a 5 to 1 ratio.  We slowly increased it over the years 
watching for any reports of being out of tokens.  

We're now up to 8 to 1 and never have any "no token" issues.  We are thinking 
of increasing it more.  

We have a user base of about 3000 users.  I think that the more users that you 
have to more you can afford to push your float ratio a bit.  You have more 
cushion.  

Sean O'Sullivan
Prudential Financial

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Re: Floating License Estimation - rule of thumb or formula

[John Sundberg]

Just wondering -- I am always confused by this 5 to 1 concept.

If you have 5000 defined float users - and you have 100 float licenses --
is that 50 to 1 ???

So - to go from 5 to 1 to 8 to 1 -- how are you doing that? Are you taking
away full licenses - and switching people to floats?

Or - are you giving more people float access who used to be Read?

Sorry - if this is obvious.

-John

On Tue, Jul 10, 2012 at 9:26 AM, Sean O'Sullivan <
sean.osulli...@prudential.com> wrote:

> Good Morning Listers,
>
> Jose,
> We started out by purchasing a fixed licence for most of the folks who use
> the system full time.
> This included helpdesk and operations center folks.  The only ones from
> helpdesk or NOC who got float licenses were those who routinely worked
> night shift.  Because we have most floats freed up during the evening.
>
> We took the rest of the users and made them float licenses.
> We started out with a 5 to 1 ratio.  We slowly increased it over the years
> watching for any reports of being out of tokens.
>
> We're now up to 8 to 1 and never have any "no token" issues.  We are
> thinking of increasing it more.
>
> We have a user base of about 3000 users.  I think that the more users that
> you have to more you can afford to push your float ratio a bit.  You have
> more cushion.
>
> Sean O'Sullivan
> Prudential Financial
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>



-- 

*John Sundberg*
Kinetic Data, Inc.
"Your Business. Your Process."
*WWRUG10 Best Customer Service/Support Award*
*WWRUG09 Innovator of the Year Award*
*
*
651-556-0930 I john.sundb...@kineticdata.com
www.kineticdata.com I community.kineticdata.com

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Re: Error On Table Field Menu

[Frank Caruso]

I swicthed it from On Connect to On Open but the error message still appears.

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7.6.04 SP3 -- install problems -- Support said a weird thing..

[patrick zandi]

I know I am sleepy, do to lack of it last night.. however this appears to
be preposterous statement..

---

1] Server name and fully qualified domain name for the server should be
resolved through hosts file using the ip address 127.0.0.1.

 For example:

 127.0.0.1 myServerName  myServerName.myDomain.com
===> HUH?
so now I should make /etc/hosts file to DNS resolve to 127.0.0.1 --- What!
I am confused.
I must be loosing my mind !   Why would you point

127.0.0.1  HOSTNAME

>  so you have 4 Rails correct ?
#1 -- Production VIP  xx.yy.zz.02Remedy <-hostname VIP
   Prod -a (teaming)  xx.yy.zz.03 Remedy-a
   prod - b (teaming) xx.yy.zz.04  Remedy-b
#2 -- Management   xx.yy.99.02Remedy-mgt <-hostname
#3 -- Backup Rail (BUR)   xx.yy.55.02Remedy-bur <- hostname
#4 -- OOB (lights out)   xx.yy.77.02   Remedy-lo <--hostname
--->

Are they saying to make the production rail 127.0.0.1 --- this sounds
Nuts.. to me..

The my Remedy server how do I get to it ? 127.0.0.1 LOL -- Ridiculous..

-- 
Patrick Zandi

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Re: 7.6.04 SP3 -- install problems -- Support said a weird thing..

[Longwing, LJ CTR MDA/IC]

Patrick,
I believe they may be referring to the hosts file on the SERVER, not on your 
workstation.  While I personally thing this SHOULDN'T be necessary because of 
the IP Route table, it certainly wouldn't hurt anything.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Tuesday, July 10, 2012 8:07 AM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 SP3 -- install problems -- Support said a weird thing..

** I know I am sleepy, do to lack of it last night.. however this appears to be 
preposterous statement.. 

---

1] Server name and fully qualified domain name for the server should be 
resolved through hosts file using the ip address 127.0.0.1.

 For example:

 127.0.0.1 myServerName  myServerName.myDomain.com

===> HUH?
so now I should make /etc/hosts file to DNS resolve to 127.0.0.1 --- What! I am 
confused.
I must be loosing my mind !   Why would you point 

127.0.0.1  HOSTNAME

>  so you have 4 Rails correct ?
#1 -- Production VIP  xx.yy.zz.02Remedy <-hostname VIP
   Prod -a (teaming)  xx.yy.zz.03 Remedy-a
   prod - b (teaming) xx.yy.zz.04  Remedy-b
#2 -- Management   xx.yy.99.02Remedy-mgt <-hostname
#3 -- Backup Rail (BUR)   xx.yy.55.02Remedy-bur <- hostname
#4 -- OOB (lights out)   xx.yy.77.02   Remedy-lo <--hostname
--->

Are they saying to make the production rail 127.0.0.1 --- this sounds Nuts.. to 
me.. 

The my Remedy server how do I get to it ? 127.0.0.1 LOL -- Ridiculous.. 

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

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Re: Floating License Estimation - rule of thumb or formula

[Shellman, David]

John,

It's not obvious.  I think the concept is number of users assigned floating 
license divided by the number of floating licenses.  However this is misleading.

In our case we have 2532 individuals assigned floating with 107 floating 
licenses.  However I also know that there are a number that have never logged 
into the system.

So instead of total users we actually look at active users.  We track usage of 
folks creating/modifying records.  We consolidate this down and look at the 
numbers during our peak hours.  Over the the last three months we have had 1110 
users with floating licenses make at least one change during our peak business 
hours.

Dave

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Tuesday, July 10, 2012 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Floating License Estimation - rule of thumb or formula

** Just wondering -- I am always confused by this 5 to 1 concept.

If you have 5000 defined float users - and you have 100 float licenses -- is 
that 50 to 1 ???

So - to go from 5 to 1 to 8 to 1 -- how are you doing that? Are you taking away 
full licenses - and switching people to floats?

Or - are you giving more people float access who used to be Read?

Sorry - if this is obvious.

-John

On Tue, Jul 10, 2012 at 9:26 AM, Sean O'Sullivan 
mailto:sean.osulli...@prudential.com>> wrote:
Good Morning Listers,

Jose,
We started out by purchasing a fixed licence for most of the folks who use the 
system full time.
This included helpdesk and operations center folks.  The only ones from 
helpdesk or NOC who got float licenses were those who routinely worked night 
shift.  Because we have most floats freed up during the evening.

We took the rest of the users and made them float licenses.
We started out with a 5 to 1 ratio.  We slowly increased it over the years 
watching for any reports of being out of tokens.

We're now up to 8 to 1 and never have any "no token" issues.  We are thinking 
of increasing it more.

We have a user base of about 3000 users.  I think that the more users that you 
have to more you can afford to push your float ratio a bit.  You have more 
cushion.

Sean O'Sullivan
Prudential Financial

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Answers Are"



--

John Sundberg

Kinetic Data, Inc.
"Your Business. Your Process."
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

651-556-0930 I 
john.sundb...@kineticdata.com
www.kineticdata.com I 
community.kineticdata.com



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Re: 7.6.04 SP3 -- install problems -- Support said a weird thing..

[patrick zandi]

let me say it this way..
is 127.0.0.1 any faster than xx.yy.zz.02 ?  no.. it is still in
the/etc/host file (and the resovle conf says resolve files before dns)
so how is this going to make my install any faster and prevent connection
errors.. ... this is that part I am confused on..
how is 1 ip any faster than the next..  (except that it is dns resolved
from inside which is a call: that is slow)..

I agree it will not hurt.. it will do nothing.. but it breaks
standardization of configurations.. on all boxes.. which we cannot do
anyways..
I am cranky.. I need to drink more coffee..



On Tue, Jul 10, 2012 at 10:13 AM, Longwing, LJ CTR MDA/IC <
lj.longwing@mda.mil> wrote:

> Patrick,
> I believe they may be referring to the hosts file on the SERVER, not on
> your workstation.  While I personally thing this SHOULDN'T be necessary
> because of the IP Route table, it certainly wouldn't hurt anything.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of patrick zandi
> Sent: Tuesday, July 10, 2012 8:07 AM
> To: arslist@ARSLIST.ORG
> Subject: 7.6.04 SP3 -- install problems -- Support said a weird thing..
>
> ** I know I am sleepy, do to lack of it last night.. however this appears
> to be preposterous statement..
>
> ---
>
> 1] Server name and fully qualified domain name for the server should be
> resolved through hosts file using the ip address 127.0.0.1.
>
>  For example:
>
>  127.0.0.1 myServerName  myServerName.myDomain.com
>
> ===> HUH?
> so now I should make /etc/hosts file to DNS resolve to 127.0.0.1 --- What!
> I am confused.
> I must be loosing my mind !   Why would you point
>
> 127.0.0.1  HOSTNAME
>
> >  so you have 4 Rails correct ?
> #1 -- Production VIP  xx.yy.zz.02Remedy <-hostname VIP
>Prod -a (teaming)  xx.yy.zz.03 Remedy-a
>prod - b (teaming) xx.yy.zz.04  Remedy-b
> #2 -- Management   xx.yy.99.02Remedy-mgt <-hostname
> #3 -- Backup Rail (BUR)   xx.yy.55.02Remedy-bur <- hostname
> #4 -- OOB (lights out)   xx.yy.77.02   Remedy-lo <--hostname
> --->
>
> Are they saying to make the production rail 127.0.0.1 --- this sounds
> Nuts.. to me..
>
> The my Remedy server how do I get to it ? 127.0.0.1 LOL -- Ridiculous..
>
> --
> Patrick Zandi
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
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Task Management Approvals

[Pierson, Shawn]

Good morning folks,

I'm about to begin working on something and I wanted to run it past you all 
first.  Our problem is that we rely heavily on Tasks for infrastructure groups 
that are part of Change Requests yet approvals for those groups must be done 
manually.  For example, the DBA team works almost exclusively through Tasks 
assigned to them from other groups so without any way of automatically adding 
approvals, their management are left off accidentally.  My plan is to integrate 
Task Management with Approvals to resolve this.  On the Change Management 
level, I have mappings set up to automatically add the supervisor of the Change 
Coordinator group as an Implementation approver.  The goal is to extend that to 
Implementation Tasks as well.

What I'm thinking is that when a Change Request goes to the Scheduled for 
Approval status, pull back the unique list of Assignee Groups for all Tasks 
with a status of Staged into a table, then run through that table and 1) pull 
in the Approval Mappings for Change Coordinator Group, and 2) create an 
approval request for each one that will be related to the CRQ.

Has anyone done something like this before?  Can you think of any drawbacks to 
this design or better ways to do it?  I've already created a custom approval 
phase on Change Management for Tester approval and have it tied to a custom 
"Change Tester" field populated by the Change Coordinator so that part of the 
equation is very easy.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer


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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Re: 7.6.04 SP3 -- install problems -- Support said a weird thing..

[Axton]

I have done something similar for the VIP, giving the VIP the IP of the
local interface (not loopback) so that the subsystems (email, plugin
server, flashboards, etc.) use the local server, but I've never seen a
configuration where the hostname should resolve to the loopback interface.

The major difference between the loopback interface and a network interface
is the MTU size, which could actually be the same if you are using jumbo
frames, but this is doubtful.  I don't think the larger MTU will make much
of a difference with the performance of the application since the latency
is virtually non-existent.

What problem are you having where this suggestion was provided?

Axton Grams

On Tue, Jul 10, 2012 at 9:24 AM, patrick zandi  wrote:

> ** let me say it this way..
> is 127.0.0.1 any faster than xx.yy.zz.02 ?  no.. it is still in
> the/etc/host file (and the resovle conf says resolve files before dns)
> so how is this going to make my install any faster and prevent connection
> errors.. ... this is that part I am confused on..
> how is 1 ip any faster than the next..  (except that it is dns resolved
> from inside which is a call: that is slow)..
>
> I agree it will not hurt.. it will do nothing.. but it breaks
> standardization of configurations.. on all boxes.. which we cannot do
> anyways..
> I am cranky.. I need to drink more coffee..
>
>
>
> On Tue, Jul 10, 2012 at 10:13 AM, Longwing, LJ CTR MDA/IC <
> lj.longwing@mda.mil> wrote:
>
>> Patrick,
>> I believe they may be referring to the hosts file on the SERVER, not on
>> your workstation.  While I personally thing this SHOULDN'T be necessary
>> because of the IP Route table, it certainly wouldn't hurt anything.
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of patrick zandi
>> Sent: Tuesday, July 10, 2012 8:07 AM
>> To: arslist@ARSLIST.ORG
>> Subject: 7.6.04 SP3 -- install problems -- Support said a weird thing..
>>
>> ** I know I am sleepy, do to lack of it last night.. however this appears
>> to be preposterous statement..
>>
>> ---
>>
>> 1] Server name and fully qualified domain name for the server should be
>> resolved through hosts file using the ip address 127.0.0.1.
>>
>>  For example:
>>
>>  127.0.0.1 myServerName  myServerName.myDomain.com
>>
>> ===> HUH?
>> so now I should make /etc/hosts file to DNS resolve to 127.0.0.1 ---
>> What! I am confused.
>> I must be loosing my mind !   Why would you point
>>
>> 127.0.0.1  HOSTNAME
>>
>> >  so you have 4 Rails correct ?
>> #1 -- Production VIP  xx.yy.zz.02Remedy <-hostname VIP
>>Prod -a (teaming)  xx.yy.zz.03 Remedy-a
>>prod - b (teaming) xx.yy.zz.04  Remedy-b
>> #2 -- Management   xx.yy.99.02Remedy-mgt <-hostname
>> #3 -- Backup Rail (BUR)   xx.yy.55.02Remedy-bur <- hostname
>> #4 -- OOB (lights out)   xx.yy.77.02   Remedy-lo <--hostname
>> --->
>>
>> Are they saying to make the production rail 127.0.0.1 --- this sounds
>> Nuts.. to me..
>>
>> The my Remedy server how do I get to it ? 127.0.0.1 LOL -- Ridiculous..
>>
>> --
>> Patrick Zandi
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>>
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>>
>
>
>
> --
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> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
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Re: 7.6.04 SP3 -- install problems -- Support said a weird thing..

[Grooms, Frederick W]

I think the problem comes in from a support ticket I opened back with 7.6.03.  
The installer has a problem with resolving multiple IPs on a server so you want 
the ARS to be listed on the physical (and hopefully first real IP) in the hosts 
file

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Tuesday, July 10, 2012 9:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 SP3 -- install problems -- Support said a weird thing..

** let me say it this way.. 
is 127.0.0.1 any faster than xx.yy.zz.02 ?  no.. it is still in the/etc/host 
file (and the resovle conf says resolve files before dns)
so how is this going to make my install any faster and prevent connection 
errors.. ... this is that part I am confused on.. 
how is 1 ip any faster than the next..  (except that it is dns resolved from 
inside which is a call: that is slow).. 

I agree it will not hurt.. it will do nothing.. but it breaks standardization 
of configurations.. on all boxes.. which we cannot do anyways.. 
I am cranky.. I need to drink more coffee.. 


-- 
Patrick Zandi

-Original Message-
On Tue, Jul 10, 2012 at 10:13 AM, Longwing, LJ CTR MDA/IC  wrote:
Patrick,
I believe they may be referring to the hosts file on the SERVER, not on your 
workstation.  While I personally thing this SHOULDN'T be necessary because of 
the IP Route table, it certainly wouldn't hurt anything.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Tuesday, July 10, 2012 8:07 AM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 SP3 -- install problems -- Support said a weird thing..

** I know I am sleepy, do to lack of it last night.. however this appears to be 
preposterous statement..

---

1] Server name and fully qualified domain name for the server should be 
resolved through hosts file using the ip address 127.0.0.1.

 For example:

 127.0.0.1     myServerName          myServerName.myDomain.com

===> HUH?
so now I should make /etc/hosts file to DNS resolve to 127.0.0.1 --- What! I am 
confused.
I must be losing my mind !   Why would you point

127.0.0.1  HOSTNAME

>  so you have 4 Rails correct ?
#1 -- Production VIP          xx.yy.zz.02    Remedy <-hostname VIP
       Prod -a (teaming)      xx.yy.zz.03     Remedy-a
       prod - b (teaming)     xx.yy.zz.04      Remedy-b
#2 -- Management           xx.yy.99.02    Remedy-mgt <-hostname
#3 -- Backup Rail (BUR)   xx.yy.55.02    Remedy-bur <- hostname
#4 -- OOB (lights out)       xx.yy.77.02   Remedy-lo <--hostname
--->

Are they saying to make the production rail 127.0.0.1 --- this sounds Nuts.. to 
me..

The my Remedy server how do I get to it ? 127.0.0.1 LOL -- Ridiculous..

--
Patrick Zandi

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Re: 7.6.04 SP3 -- install problems -- Support said a weird thing..

[patrick zandi]

FRED:: this is good info..
So then just make your /etc/host only 1 ip till it is installed , then plop
in the rest..
I have see something like this on our other server..it keeps trying to
use the -mgt rail in the application..
now I see there is some issue.. .. THANKS !!!


On Tue, Jul 10, 2012 at 10:37 AM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> I think the problem comes in from a support ticket I opened back with
> 7.6.03.  The installer has a problem with resolving multiple IPs on a
> server so you want the ARS to be listed on the physical (and hopefully
> first real IP) in the hosts file
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of patrick zandi
> Sent: Tuesday, July 10, 2012 9:24 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: 7.6.04 SP3 -- install problems -- Support said a weird thing..
>
> ** let me say it this way..
> is 127.0.0.1 any faster than xx.yy.zz.02 ?  no.. it is still in
> the/etc/host file (and the resovle conf says resolve files before dns)
> so how is this going to make my install any faster and prevent connection
> errors.. ... this is that part I am confused on..
> how is 1 ip any faster than the next..  (except that it is dns resolved
> from inside which is a call: that is slow)..
>
> I agree it will not hurt.. it will do nothing.. but it breaks
> standardization of configurations.. on all boxes.. which we cannot do
> anyways..
> I am cranky.. I need to drink more coffee..
>
>
> --
> Patrick Zandi
>
> -Original Message-
> On Tue, Jul 10, 2012 at 10:13 AM, Longwing, LJ CTR MDA/IC  wrote:
> Patrick,
> I believe they may be referring to the hosts file on the SERVER, not on
> your workstation.  While I personally thing this SHOULDN'T be necessary
> because of the IP Route table, it certainly wouldn't hurt anything.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of patrick zandi
> Sent: Tuesday, July 10, 2012 8:07 AM
> To: arslist@ARSLIST.ORG
> Subject: 7.6.04 SP3 -- install problems -- Support said a weird thing..
>
> ** I know I am sleepy, do to lack of it last night.. however this appears
> to be preposterous statement..
>
> ---
>
> 1] Server name and fully qualified domain name for the server should be
> resolved through hosts file using the ip address 127.0.0.1.
>
>  For example:
>
>  127.0.0.1 myServerName  myServerName.myDomain.com
>
> ===> HUH?
> so now I should make /etc/hosts file to DNS resolve to 127.0.0.1 --- What!
> I am confused.
> I must be losing my mind !   Why would you point
>
> 127.0.0.1  HOSTNAME
>
> >  so you have 4 Rails correct ?
> #1 -- Production VIP  xx.yy.zz.02Remedy <-hostname VIP
>Prod -a (teaming)  xx.yy.zz.03 Remedy-a
>prod - b (teaming) xx.yy.zz.04  Remedy-b
> #2 -- Management   xx.yy.99.02Remedy-mgt <-hostname
> #3 -- Backup Rail (BUR)   xx.yy.55.02Remedy-bur <- hostname
> #4 -- OOB (lights out)   xx.yy.77.02   Remedy-lo <--hostname
> --->
>
> Are they saying to make the production rail 127.0.0.1 --- this sounds
> Nuts.. to me..
>
> The my Remedy server how do I get to it ? 127.0.0.1 LOL -- Ridiculous..
>
> --
> Patrick Zandi
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>



-- 
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Re: 7.6.04 SP3 -- install problems -- Support said a weird thing..

[Grooms, Frederick W]

Actually we just put the ARS (both short and long) on the physical during the 
install and moved it after (no need to drop the hosts down to just 1 IP)

The non-prod box I was working on had something like (in addition to other apps 
and databases and .)   
  127.0.0.1 localhost.localdomain localhost   
  ::1   localhost6.localdomain6 localhost6   
  xx.yy.zz.01 physical physical.myhost.com   
  xx.yy.zz.02 dev-ars-app dev-ars-app.myhosts.com   
  xx.yy.zz.03 dev-ars-db   
  xx.yy.zz.04 dev-ars-web   
  xx.yy.zz.07 test-ars-app   
  xx.yy.zz.08 test-ars-db   
  xx.yy.zz.09 test-ars-web   

We had to modify the hosts file during the install and put it back after   
  127.0.0.1 localhost.localdomain localhost   
  ::1   localhost6.localdomain6 localhost6
  xx.yy.zz.01 physical physical.myhost.com dev-ars-app dev-ars-app.myhost.com   
  xx.yy.zz.02 placeholder   
  xx.yy.zz.03 dev-ars-db   
  xx.yy.zz.04 dev-ars-web   
  xx.yy.zz.07 test-ars-app   
  xx.yy.zz.08 test-ars-db   
  xx.yy.zz.09 test-ars-web   


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Tuesday, July 10, 2012 9:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 SP3 -- install problems -- Support said a weird thing..

** FRED:: this is good info.. 
So then just make your /etc/host only 1 ip till it is installed , then plop in 
the rest.. 
I have see something like this on our other server..    it keeps trying to use 
the -mgt rail in the application.. 
now I see there is some issue.. .. THANKS !!!

-Original Message-
On Tue, Jul 10, 2012 at 10:37 AM, Grooms, Frederick W  wrote:
I think the problem comes in from a support ticket I opened back with 7.6.03.  
The installer has a problem with resolving multiple IPs on a server so you want 
the ARS to be listed on the physical (and hopefully first real IP) in the hosts 
file

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Tuesday, July 10, 2012 9:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 SP3 -- install problems -- Support said a weird thing..

** let me say it this way..
is 127.0.0.1 any faster than xx.yy.zz.02 ?  no.. it is still in the/etc/host 
file (and the resovle conf says resolve files before dns)
so how is this going to make my install any faster and prevent connection 
errors.. ... this is that part I am confused on..
how is 1 ip any faster than the next..  (except that it is dns resolved from 
inside which is a call: that is slow)..

I agree it will not hurt.. it will do nothing.. but it breaks standardization 
of configurations.. on all boxes.. which we cannot do anyways..
I am cranky.. I need to drink more coffee..

--
Patrick Zandi

-Original Message-
On Tue, Jul 10, 2012 at 10:13 AM, Longwing, LJ CTR MDA/IC  wrote:
Patrick,
I believe they may be referring to the hosts file on the SERVER, not on your 
workstation.  While I personally thing this SHOULDN'T be necessary because of 
the IP Route table, it certainly wouldn't hurt anything.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Tuesday, July 10, 2012 8:07 AM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 SP3 -- install problems -- Support said a weird thing..

** I know I am sleepy, do to lack of it last night.. however this appears to be 
preposterous statement..

---

1] Server name and fully qualified domain name for the server should be 
resolved through hosts file using the ip address 127.0.0.1.

 For example:

 127.0.0.1     myServerName          myServerName.myDomain.com

===> HUH?
so now I should make /etc/hosts file to DNS resolve to 127.0.0.1 --- What! I am 
confused.
I must be losing my mind !   Why would you point

127.0.0.1  HOSTNAME

>  so you have 4 Rails correct ?
#1 -- Production VIP          xx.yy.zz.02    Remedy <-hostname VIP
       Prod -a (teaming)      xx.yy.zz.03     Remedy-a
       prod - b (teaming)     xx.yy.zz.04      Remedy-b
#2 -- Management           xx.yy.99.02    Remedy-mgt <-hostname
#3 -- Backup Rail (BUR)   xx.yy.55.02    Remedy-bur <- hostname
#4 -- OOB (lights out)       xx.yy.77.02   Remedy-lo <--hostname
--->

Are they saying to make the production rail 127.0.0.1 --- this sounds Nuts.. to 
me..

The my Remedy server how do I get to it ? 127.0.0.1 LOL -- Ridiculous..

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

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Re: TelAlert

[Shellman, David]

Salehjee

We do use TelAlert to alert for critical issues.  However it is with our 
homegrown app and not ITSM.  We also only use one way messaging.

Sorry I can't be of more help with your question.

Dave  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Salehjee Ahmed
Sent: Monday, July 09, 2012 8:31 PM
To: arslist@ARSLIST.ORG
Subject: TelAlert

Hi 

I am trying integrate telalert with ITSM 7.6.x for critical incidents. I would 
like to know if anyone has successfully done it for group paging and also for 2 
way paging.

Thanks and I would really appreciate your reply.

Salehjee Ahmed.

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DMT 7.6 Validation Error

[Peter Joran]

All

I’m attempting to troubleshoot a validation error in the Data Management
tool. The issue is that when I click on a record from the results list in
the COM:LoadCompany form that is flagged as having an error (Error_Flag =
Yes) the record hangs for a while and then ARERR 298 is thrown and the data
is not displayed.

 ARERR [298] Too many filters processed during this operation

 I can select a non-error flagged record from the results list and the data
will display as expected and without issue. I've tried increasing max
filters to 9 and increasing max stack filter to 10 and the
settings did not resolve the issue.

 All thoughts welcome

Thanks

Pete

ar server 75 p7   itsm 76 p1 windows 2008 r2 sql svr 2008 r2



The plugin log does not show an error.

The arerror log only logs arrerr 298.

The filter log is looping the following lines:



Checking "SHR:ATR:SetErrorMessage_012" (12)

Checking "SHR:ATR:SetErrorMessage_012_First" (12)

Checking "SHR:ATR:SetErrorMessage_013_Loop" (13)

 Checking "SHR:ATR:ParseErrorCode_011_GetMessage" (11)



Log section:



   
  0: Goto Action

   
 Goto Execution Order: 11

   
 
/* Tue Jul 10 2012 10:45:51.0510 */  Checking "SHR:ATR:ParseErrorCode_011_GetMessage" (11)

   
 --> Passed -- perform actions

   
  0: Set Fields

   
z1D_ParseTmp (302767100) =

   
  1: Set Fields

   
z1D_Parse (302766900) =

   
  2: Set Fields

   
z1D_ParseTmp (302767100) =

   
 
/* Tue Jul 10 2012 10:45:51.1780 */  Checking "SHR:ATR:SetErrorMessage_012" (12)

   
 --> Failed qualification

   
 
/* Tue Jul 10 2012 10:45:51.2140 */  Checking "SHR:ATR:SetErrorMessage_012_First" (12)

   
 --> Failed qualification

   
 
/* Tue Jul 10 2012 10:45:51.2520 */  Checking "SHR:ATR:SetErrorMessage_013_Loop" (13)

   
 --> Passed -- perform actions

   
  0: Goto Action

   
 
/* Tue Jul 10 2012 10:45:51.3000 */ Start filter processing (phase 1)
-- Operation - SET on AR System Administration: Server Information:Save
Attachment - 001

   
 
/* Tue Jul 10 2012 10:45:51.3000 */  Checking "AR System
Administration:ServerInformation:SaveAttachmen:Add Attachment" (500)

   
 --> Passed -- perform actions

   
  0: Set Fields

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Searching for Japanese character in SRM 7.6.04 Console returns no result

[Christianne]

In the Service Categories Console View of SRM 7.6.04, no record is returned when
searching for an SRD title that contains Japanese characters (Message: "There 
are no services matching your search criteria"). However, The same SRD shows up 
when search keyword used is the English character portion of the SRD title. The 
SRD has been set to ja_JP locale and user preferences is set to locale = ja_JP. 
Entitlement rules have been added.

The issue only appears to be within the Service Categories Console view since I 
 can search for the SRD Title with Japanese characters in the 
SRD:ServiceRequestDefinition form. I also tested with other modules - Incident 
& Changes request and they returned the Japanese characters on a search.

Any ideas what could be causing the issue in the SRM Console view? 

I appreciate your feedback.

Thanks,
Christianne

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Re: Mass delete of Product Catalog

[ITSM.Support]

Hi,

You can follow below steps to clean everything out more quickly

Login with Application Administrator or User having Config Categorization Admin 
Permission

Go to Application Administration Console > Custom Configuration > Foundation > 
Product/Operational Catalogs > Product > Configuration > Foundation > Catalog

In Product Catalog setup form, Search for all Product Catalog entries.

Select all product catalog entries in the table and click on Delete button.

 This will delete the records from below forms:
 PCT:Product Catalog
 PCT:ProductKey
 PCT:ProductCompanyAssociation
 PCT:Product Alias
 PCT:Product Model-Version
 PCT:Product Distribution
 PCT:Product M-V Utilization
 PCT:Product Cost

Delete functionality works for all the records related to Product Catalog 
entry. Hence no need to delete records manually from backend forms.

HTH
--
Regards,
ITSM Support

Vyom Labs Pvt. Ltd.
BSM Solutions & Services || ITIL Consulting & Training
Email: i...@vyomlabs.com  || Web Site: www.vyomlabs.com Follow Vyom Labs 
http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Philben
Sent: Monday, July 09, 2012 9:39 PM
To: arslist@ARSLIST.ORG
Subject: Mass delete of Product Catalog

ARS 7.5 p008
ITSM 7.6 p001

Due to the Product Catalog being used incorrectly for a long time, we are now 
in the position of having to clean it up. One way to go about this would be to 
delete everything in it and import corret data to refill it.

My question is about the deleting part. While there is a button on Product 
Catalog Console labled Delete, I want to know of there is a way to clean 
everything out more quickly. We have a lot of junk in this form and I don't 
want to miss anything.

Would going to to the underlying forms (PCT:ProductCompanyAssociation, 
PCT:Product Alias, PCT:Product Catalog, PCT:ModelVersion Patch, and 
PCT:ProductCompanyAssociation) and deleting everything work? We would then use 
the Data Import tool to put the correct data back in.

Anyone ever have to do this?

Thanks.

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Re: DMT 7.6 Validation Error

[Peter Romain]

The RunIf of filter SHR:ATR:SetErrorMessage_013_Loop  has ('z1D_Parse' !=
$NULL$) AND ('z1D_Parse' != " ")

 

Try removing the space from the last term so that it becomes ('z1D_Parse' !=
$NULL$) AND ('z1D_Parse' != "")

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Joran
Sent: 10 July 2012 15:59
To: arslist@ARSLIST.ORG
Subject: DMT 7.6 Validation Error

 

** 

All

I'm attempting to troubleshoot a validation error in the Data Management
tool. The issue is that when I click on a record from the results list in
the COM:LoadCompany form that is flagged as having an error (Error_Flag =
Yes) the record hangs for a while and then ARERR 298 is thrown and the data
is not displayed.

 ARERR [298] Too many filters processed during this operation

 I can select a non-error flagged record from the results list and the data
will display as expected and without issue. I've tried increasing max
filters to 9 and increasing max stack filter to 10 and the
settings did not resolve the issue. 

 All thoughts welcome

Thanks

Pete

ar server 75 p7   itsm 76 p1 windows 2008 r2 sql svr 2008 r2

 

The plugin log does not show an error.

The arerror log only logs arrerr 298.

The filter log is looping the following lines:

 

Checking "SHR:ATR:SetErrorMessage_012" (12)

Checking "SHR:ATR:SetErrorMessage_012_First" (12)

Checking "SHR:ATR:SetErrorMessage_013_Loop" (13)

 Checking "SHR:ATR:ParseErrorCode_011_GetMessage" (11)

 

Log section:

 

   
  0: Goto Action

   
 Goto Execution Order: 11

   
  /* Tue Jul 10 2012 10:45:51.0510 */  Checking "SHR:ATR:ParseErrorCode_011_GetMessage" (11)

   
 --> Passed -- perform actions

   
  0: Set Fields

   
z1D_ParseTmp (302767100) = 

   
  1: Set Fields

   
z1D_Parse (302766900) = 

   
  2: Set Fields

   
z1D_ParseTmp (302767100) = 

   
  /* Tue Jul 10 2012 10:45:51.1780 */  Checking "SHR:ATR:SetErrorMessage_012" (12)

   
 --> Failed qualification

   
  /* Tue Jul 10 2012 10:45:51.2140 */  Checking "SHR:ATR:SetErrorMessage_012_First" (12)

   
 --> Failed qualification

   
  /* Tue Jul 10 2012 10:45:51.2520 */  Checking "SHR:ATR:SetErrorMessage_013_Loop" (13)

   
 --> Passed -- perform actions

   
  0: Goto Action

   
  /* Tue Jul 10 2012 10:45:51.3000 */ Start filter processing (phase 1)
-- Operation - SET on AR System Administration: Server Information:Save
Attachment - 001

   
  /* Tue Jul 10 2012 10:45:51.3000 */  Checking "AR System
Administration:ServerInformation:SaveAttachmen:Add Attachment" (500)

   
 --> Passed -- perform actions

   
  0: Set Fields

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Re: Floating License Estimation - rule of thumb or formula

[John Sundberg]

Dave,

Thanks for the feedback…


-John




On Tue, Jul 10, 2012 at 10:15 AM, Shellman, David wrote:

> ** **
> John,
>
> It's not obvious.  I think the concept is number of users assigned
> floating license divided by the number of floating licenses.  However this
> is misleading.
>
> In our case we have 2532 individuals assigned floating with 107 floating
> licenses.  However I also know that there are a number that have never
> logged into the system.
>
>  So instead of total users we actually look at active users.  We track
> usage of folks creating/modifying records.  We consolidate this down and
> look at the numbers during our peak hours.  Over the the last three months
> we have had 1110 users with floating licenses make at least one change
> during our peak business hours.
>
> Dave
>  --
>  *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *John Sundberg
> *Sent:* Tuesday, July 10, 2012 9:47 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Floating License Estimation - rule of thumb or formula
>
> ** Just wondering -- I am always confused by this 5 to 1 concept.
>
> If you have 5000 defined float users - and you have 100 float licenses --
> is that 50 to 1 ???
>
> So - to go from 5 to 1 to 8 to 1 -- how are you doing that? Are you taking
> away full licenses - and switching people to floats?
>
> Or - are you giving more people float access who used to be Read?
>
> Sorry - if this is obvious.
>
> -John
>
> On Tue, Jul 10, 2012 at 9:26 AM, Sean O'Sullivan <
> sean.osulli...@prudential.com> wrote:
>
>> Good Morning Listers,
>>
>> Jose,
>> We started out by purchasing a fixed licence for most of the folks who
>> use the system full time.
>> This included helpdesk and operations center folks.  The only ones from
>> helpdesk or NOC who got float licenses were those who routinely worked
>> night shift.  Because we have most floats freed up during the evening.
>>
>> We took the rest of the users and made them float licenses.
>> We started out with a 5 to 1 ratio.  We slowly increased it over the
>> years watching for any reports of being out of tokens.
>>
>> We're now up to 8 to 1 and never have any "no token" issues.  We are
>> thinking of increasing it more.
>>
>> We have a user base of about 3000 users.  I think that the more users
>> that you have to more you can afford to push your float ratio a bit.  You
>> have more cushion.
>>
>> Sean O'Sullivan
>> Prudential Financial
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>>
>
>
>
> --
>
> *John Sundberg*
> Kinetic Data, Inc.
> "Your Business. Your Process."
> *WWRUG10 Best Customer Service/Support Award*
> *WWRUG09 Innovator of the Year Award*
> *
> *
> 651-556-0930 I john.sundb...@kineticdata.com
> www.kineticdata.com I community.kineticdata.com
>
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend
> WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 

*John Sundberg*
Kinetic Data, Inc.
"Your Business. Your Process."
*WWRUG10 Best Customer Service/Support Award*
*WWRUG09 Innovator of the Year Award*
*
*
651-556-0930 I john.sundb...@kineticdata.com
www.kineticdata.com I community.kineticdata.com

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Re: Floating License Estimation - rule of thumb or formula

[Shellman, David]

In our case, we can adjust who has a floating license and who has a fixed based 
on the historical usage during our peak hours (9 AM and 11 AM).   Again it's 
based on record creation/modification and is tracked with a special form.

Misi's license allocation process uses User logging.  His process is also a 
good process based on historical data.

Dave

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Tuesday, July 10, 2012 11:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Floating License Estimation - rule of thumb or formula

** Dave,

Thanks for the feedback...


-John




On Tue, Jul 10, 2012 at 10:15 AM, Shellman, David 
mailto:dave.shell...@te.com>> wrote:
**
John,

It's not obvious.  I think the concept is number of users assigned floating 
license divided by the number of floating licenses.  However this is misleading.

In our case we have 2532 individuals assigned floating with 107 floating 
licenses.  However I also know that there are a number that have never logged 
into the system.

So instead of total users we actually look at active users.  We track usage of 
folks creating/modifying records.  We consolidate this down and look at the 
numbers during our peak hours.  Over the the last three months we have had 1110 
users with floating licenses make at least one change during our peak business 
hours.

Dave

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John 
Sundberg
Sent: Tuesday, July 10, 2012 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Floating License Estimation - rule of thumb or formula

** Just wondering -- I am always confused by this 5 to 1 concept.

If you have 5000 defined float users - and you have 100 float licenses -- is 
that 50 to 1 ???

So - to go from 5 to 1 to 8 to 1 -- how are you doing that? Are you taking away 
full licenses - and switching people to floats?

Or - are you giving more people float access who used to be Read?

Sorry - if this is obvious.

-John

On Tue, Jul 10, 2012 at 9:26 AM, Sean O'Sullivan 
mailto:sean.osulli...@prudential.com>> wrote:
Good Morning Listers,

Jose,
We started out by purchasing a fixed licence for most of the folks who use the 
system full time.
This included helpdesk and operations center folks.  The only ones from 
helpdesk or NOC who got float licenses were those who routinely worked night 
shift.  Because we have most floats freed up during the evening.

We took the rest of the users and made them float licenses.
We started out with a 5 to 1 ratio.  We slowly increased it over the years 
watching for any reports of being out of tokens.

We're now up to 8 to 1 and never have any "no token" issues.  We are thinking 
of increasing it more.

We have a user base of about 3000 users.  I think that the more users that you 
have to more you can afford to push your float ratio a bit.  You have more 
cushion.

Sean O'Sullivan
Prudential Financial

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Answers Are"



--

John Sundberg

Kinetic Data, Inc.
"Your Business. Your Process."
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

651-556-0930 I 
john.sundb...@kineticdata.com
www.kineticdata.com I 
community.kineticdata.com



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



--

John Sundberg

Kinetic Data, Inc.
"Your Business. Your Process."
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

651-556-0930 I 
john.sundb...@kineticdata.com
www.kineticdata.com I 
community.kineticdata.com



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

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Apache 6.0 with Remedy Knowledge Management Application

[jaimie]

Hi Everyone -

Has anyone ever upgraded apache 5.5 to apache 6.0 on their Remedy
Management server.  I have a windows server that only runs the Remedy
Knowledge Management application.   Due to a security risk, we need to
upgrade apache.   I cannot find any documentation on if I have to
backup any files or change any exiting files on RKM before upgrading.
I can find plenty on upgrading apache for mid-tier, but nothing on
RKM.  I was thinking of just making a backup of the install directory
for RKM and then running the apache installer.

Any helpful hints or suggestions?

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Re: Apache 6.0 with Remedy Knowledge Management Application

[Joe Martin D'Souza]

I'm assuming you are talking of the earlier version of RKM - the assumption 
based out of the fact that its current version is DB resident and is no 
longer external to the AR System..


For the current version, there are no dependencies that I know of that would 
stir up a problem..


For the earlier version where the RKM database is external and is indexed 
using Hummingbird, I would look into dependencies between Hummingbird and 
Apache if any.. I personally have not been through this to comment on what 
you should do or not in terms of specific steps to take, but checking on 
dependencies between Hummingbird and Apache is the general direction I would 
approach this problem with.


Joe

-Original Message- 
From: jaimie
Sent: Tuesday, July 10, 2012 3:44 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Apache 6.0 with Remedy Knowledge Management Application

Hi Everyone -

Has anyone ever upgraded apache 5.5 to apache 6.0 on their Remedy Management 
server.  I have a windows server that only runs the Remedy Knowledge 
Management application.   Due to a security risk, we need to upgrade apache. 
I cannot find any documentation on if I have to backup any files or change 
any exiting files on RKM before upgrading. I can find plenty on upgrading 
apache for mid-tier, but nothing on RKM.  I was thinking of just making a 
backup of the install directory for RKM and then running the apache 
installer.


Any helpful hints or suggestions? 


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Re: TelAlert

[Joe Martin D'Souza]

I have used EtherPage more than TelAlert, but to the best of my knowledge, 
they are both one way communication systems that do not know what to do with 
incoming communication..


You could try to handle incoming communication through email, wherein you 
could set up an Incoming Mailbox on your Email Engine, and instruct field 
personnel to use that email for sending responses..


Joe

-Original Message- 
From: Shellman, David
Sent: Tuesday, July 10, 2012 11:04 AM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: TelAlert

Salehjee

We do use TelAlert to alert for critical issues.  However it is with our 
homegrown app and not ITSM.  We also only use one way messaging.


Sorry I can't be of more help with your question.

Dave

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Salehjee Ahmed

Sent: Monday, July 09, 2012 8:31 PM
To: arslist@ARSLIST.ORG
Subject: TelAlert

Hi

I am trying integrate telalert with ITSM 7.6.x for critical incidents. I 
would like to know if anyone has successfully done it for group paging and 
also for 2 way paging.


Thanks and I would really appreciate your reply.

Salehjee Ahmed. 


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Re: Floating License Estimation - rule of thumb or formula

[Jose Huerta]

Hi all,

Just to make it clear. All your approaches based on the experience on your
own system are the best ones.

My post is about "guessing" the cost of a new Remedy deployment without
historical data. Not for buying licenses, but to be able to create a
business case.

Regards,

Jose Huerta
http://theremedyforit.com/



On Tue, Jul 10, 2012 at 6:51 PM, Shellman, David wrote:

> ** **
> In our case, we can adjust who has a floating license and who has a fixed
> based on the historical usage during our peak hours (9 AM and 11 AM).
> Again it's based on record creation/modification and is tracked with a
> special form.
>
> Misi's license allocation process uses User logging.  His process is also
> a good process based on historical data.
>
> Dave
>  --
>  *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *John Sundberg
> *Sent:* Tuesday, July 10, 2012 11:55 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Floating License Estimation - rule of thumb or formula
>
> ** Dave,
>
> Thanks for the feedback…
>
>
> -John
>
>
>
>
> On Tue, Jul 10, 2012 at 10:15 AM, Shellman, David wrote:
>
>> ** **
>> John,
>>
>> It's not obvious.  I think the concept is number of users assigned
>> floating license divided by the number of floating licenses.  However this
>> is misleading.
>>
>> In our case we have 2532 individuals assigned floating with 107 floating
>> licenses.  However I also know that there are a number that have never
>> logged into the system.
>>
>>  So instead of total users we actually look at active users.  We track
>> usage of folks creating/modifying records.  We consolidate this down and
>> look at the numbers during our peak hours.  Over the the last three months
>> we have had 1110 users with floating licenses make at least one change
>> during our peak business hours.
>>
>> Dave
>>  --
>>  *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *John Sundberg
>> *Sent:* Tuesday, July 10, 2012 9:47 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Floating License Estimation - rule of thumb or formula
>>
>> ** Just wondering -- I am always confused by this 5 to 1 concept.
>>
>> If you have 5000 defined float users - and you have 100 float licenses --
>> is that 50 to 1 ???
>>
>> So - to go from 5 to 1 to 8 to 1 -- how are you doing that? Are you
>> taking away full licenses - and switching people to floats?
>>
>> Or - are you giving more people float access who used to be Read?
>>
>> Sorry - if this is obvious.
>>
>> -John
>>
>> On Tue, Jul 10, 2012 at 9:26 AM, Sean O'Sullivan <
>> sean.osulli...@prudential.com> wrote:
>>
>>> Good Morning Listers,
>>>
>>> Jose,
>>> We started out by purchasing a fixed licence for most of the folks who
>>> use the system full time.
>>> This included helpdesk and operations center folks.  The only ones from
>>> helpdesk or NOC who got float licenses were those who routinely worked
>>> night shift.  Because we have most floats freed up during the evening.
>>>
>>> We took the rest of the users and made them float licenses.
>>> We started out with a 5 to 1 ratio.  We slowly increased it over the
>>> years watching for any reports of being out of tokens.
>>>
>>> We're now up to 8 to 1 and never have any "no token" issues.  We are
>>> thinking of increasing it more.
>>>
>>> We have a user base of about 3000 users.  I think that the more users
>>> that you have to more you can afford to push your float ratio a bit.  You
>>> have more cushion.
>>>
>>> Sean O'Sullivan
>>> Prudential Financial
>>>
>>>
>>> ___
>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>>>
>>
>>
>>
>> --
>>
>> *John Sundberg*
>> Kinetic Data, Inc.
>> "Your Business. Your Process."
>> *WWRUG10 Best Customer Service/Support Award*
>> *WWRUG09 Innovator of the Year Award*
>> *
>> *
>> 651-556-0930 I john.sundb...@kineticdata.com
>> www.kineticdata.com I community.kineticdata.com
>>
>>
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend
>> WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
>
> --
>
> *John Sundberg*
> Kinetic Data, Inc.
> "Your Business. Your Process."
> *WWRUG10 Best Customer Service/Support Award*
> *WWRUG09 Innovator of the Year Award*
> *
> *
> 651-556-0930 I john.sundb...@kineticdata.com
> www.kineticdata.com I community.kineticdata.com
>
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: Upgrade ARS 7.1 to 7.6.04 SP2 in server group

[jaya munjal]

Thanks Ravi, but if we keep them in manual mode then post upgrade installer is 
not able to start the services. Secondly we are on Solaris :-)




--
On Mon, Jul 9, 2012 10:54 PM IST ravi rai wrote:

>
>Jaya,
>Also set the start option Manual during installation so that it dont start 
>along with other dependent service.
> 
>Ravi Rai
> 
>
>> Date: Mon, 9 Jul 2012 06:32:14 -0600
>> From: lj.longwing@mda.mil
>> Subject: Re: Upgrade ARS 7.1 to 7.6.04 SP2 in server group
>> To: arslist@ARSLIST.ORG
>> 
>> Jaya,
>> I experienced a similar issue with recent upgrades...and what I found worked 
>> was to shut down the email engine on the node that you are upgradingfor 
>> some reason, the installer recognizes that the port is in use, but not that 
>> the app using it is the email engineso just shut down the email engine 
>> on that node and it upgraded just fine for me.
>> 
>> -Original Message-
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of jaya munjal
>> Sent: Sunday, July 08, 2012 4:44 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Upgrade ARS 7.1 to 7.6.04 SP2 in server group
>> 
>> **
>> Hi List
>> 
>> We are trying to upgrade our environment (5 ARS in a server group mode) with 
>> email engine installed on all ARS servers. The problem we see is upgrading 
>> the secondary servers if we select email engine along with the ARS server in 
>> the server group mode.
>> 
>> Below are the steps we are following and the installer doesn't allow us to 
>> install engine engine on the secondary server as it says port 1100 (this is 
>> port on which email engine is running in our environment) is in use
>> 
>> - Stop all servers expect the primary server
>> - take the primary server out of the server group and we upgrade it along 
>> with email engine - this works fine
>> - Take the secondary servers out server group - run the installer select 
>> server group upgrade mode along with email - this gives us an error that 
>> port 1100 is already in use
>> 
>> We have tried stopping the email engine on the primary server still the 
>> installer doesn't allow us to upgrade the email engine.
>> 
>> Any ideas what could be the issue or is there a different approach to 
>> upgrade a server group environment along with email//
>> 
>> Please suggest
>> 
>> Environment details
>> ARS - 7.1 patch 5( server group of 5 servers) OS - Solaris 9 DB - Oracle
>> 
>> Thanks
>> Jaya
>> 
>> 
>> 
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>> 
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> 
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Re: how to change RMI port of email engine

[jaya munjal]

Thanks, I had tried this but it did not work
Any other option I can try

--
On Mon, Jul 9, 2012 9:54 PM IST ITSM.Support wrote:

>Hi,
>
> 
>
>Yes, we can change RMI Port in emaildeamon.properties.
>
>One of the cause of error could be new port number. Please check if new port
>number is in use.
>
>Also please check below steps.
>1. Stop the AR Server services 
>2. Perform the changes in emaildeamon.properties file and save the file
>3. Start AR Server services
>
> 
>
>HTH
>
>--
>
>Regards,
>
>ITSM Support
>
> 
>
>Vyom Labs Pvt. Ltd.
>
>BSM Solutions & Services || ITIL Consulting & Training
>
>Email:   i...@vyomlabs.com  || Web Site:
> www.vyomlabs.com Follow Vyom Labs
> http://twitter.com/#!/vyomlabs ||
>
>http://www.linkedin.com/company/vyom-labs
>
> 
>
>From: Action Request System discussion list(ARSList)
>[mailto:arslist@ARSLIST.ORG] On Behalf Of jaya munjal
>Sent: Sunday, July 08, 2012 4:16 PM
>To: arslist@ARSLIST.ORG
>Subject: how to change RMI port of email engine
>
> 
>
>** 
>
>Hi List
>
> 
>
>Is it possible to change the RMI port on which the email engine is running,
>I tried changing the port in the emaildeamon.properties file but the email
>engine did not start. Is there somewhere else where configuration needs to
>be changes.
>
> 
>
>ARS 7.6.04 SP2
>
>DB - oracle
>
>OS - Solaris
>
> 
>
> 
>
>Thanks
>
>Jaya
>
>_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
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Re: Upgrade ARS 7.1 to 7.6.04 SP2 in server group

[jaya munjal]

Yes this looks to have worked, thanks


--
On Mon, Jul 9, 2012 6:02 PM IST Longwing, LJ CTR MDA/IC wrote:

>Jaya,
>I experienced a similar issue with recent upgrades...and what I found worked 
>was to shut down the email engine on the node that you are upgradingfor 
>some reason, the installer recognizes that the port is in use, but not that 
>the app using it is the email engineso just shut down the email engine on 
>that node and it upgraded just fine for me.
>
>-Original Message-
>From: Action Request System discussion list(ARSList) 
>[mailto:arslist@ARSLIST.ORG] On Behalf Of jaya munjal
>Sent: Sunday, July 08, 2012 4:44 AM
>To: arslist@ARSLIST.ORG
>Subject: Upgrade ARS 7.1 to 7.6.04 SP2 in server group
>
>**
>Hi List
>
>We are trying to upgrade our environment (5 ARS in a server group mode) with 
>email engine installed on all ARS servers. The problem we see is upgrading the 
>secondary servers if we select email engine along with the ARS server in the 
>server group mode.
>
>Below are the steps we are following and the installer doesn't allow us to 
>install engine engine on the secondary server as it says port 1100 (this is 
>port on which email engine is running in our environment) is in use
>
>- Stop all servers expect the primary server
>- take the primary server out of the server group and we upgrade it along with 
>email engine - this works fine
>- Take the secondary servers out server group - run the installer select 
>server group upgrade mode along with email - this gives us an error that port 
>1100 is already in use
>
>We have tried stopping the email engine on the primary server still the 
>installer doesn't allow us to upgrade the email engine.
>
>Any ideas what could be the issue or is there a different approach to upgrade 
>a server group environment along with email//
>
>Please suggest
>
>Environment details
>ARS - 7.1 patch 5( server group of 5 servers) OS - Solaris 9 DB - Oracle
>
>Thanks
>Jaya
>
>
>
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>
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Re: Upgrade ARS 7.1 to 7.6.04 SP2 in server group

[William Rentfrow]

Okay, a couple of things..I have been in the middle of this in Linux and 
experienced every problem imaginable.  Fortunately we now have a good path to 
work from.

First, if you are upgrading in a server group only the primary server should be 
running when ARS is upgraded.  All others should have the services COMPLETELY 
STOPPED before you run the installer.

Second, you need to be setting two environment variables (usually by editing 
the .profile for the user).  These lines need to go in the .profile:

BMC_AR_LOADAPP_SKIP=TRUE
BMC_LOADAPP_SKIP=TRUE
export BMC_AR_LOADAPP_SKIP
export BMC_LOADAPP_SKIP

This forces the ARS installer - and ALL of the of the application installers 
(with the partial exception of CMDB) to only put the binaries on the other 
server group servers.

This is awesome because your install time for something like ITSM goes from 10 
hours down to 15 minutes.

Enjoy ...



William Rentfrow
wrentf...@stratacominc.com
Office - 715-204-3061
Cell - 715-498-5056


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of jaya munjal [jaya_mun...@yahoo.com]
Sent: Tuesday, July 10, 2012 7:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade ARS 7.1 to 7.6.04 SP2 in server group

Yes this looks to have worked, thanks


--
On Mon, Jul 9, 2012 6:02 PM IST Longwing, LJ CTR MDA/IC wrote:

>Jaya,
>I experienced a similar issue with recent upgrades...and what I found worked 
>was to shut down the email engine on the node that you are upgradingfor 
>some reason, the installer recognizes that the port is in use, but not that 
>the app using it is the email engineso just shut down the email engine on 
>that node and it upgraded just fine for me.
>
>-Original Message-
>From: Action Request System discussion list(ARSList) 
>[mailto:arslist@ARSLIST.ORG] On Behalf Of jaya munjal
>Sent: Sunday, July 08, 2012 4:44 AM
>To: arslist@ARSLIST.ORG
>Subject: Upgrade ARS 7.1 to 7.6.04 SP2 in server group
>
>**
>Hi List
>
>We are trying to upgrade our environment (5 ARS in a server group mode) with 
>email engine installed on all ARS servers. The problem we see is upgrading the 
>secondary servers if we select email engine along with the ARS server in the 
>server group mode.
>
>Below are the steps we are following and the installer doesn't allow us to 
>install engine engine on the secondary server as it says port 1100 (this is 
>port on which email engine is running in our environment) is in use
>
>- Stop all servers expect the primary server
>- take the primary server out of the server group and we upgrade it along with 
>email engine - this works fine
>- Take the secondary servers out server group - run the installer select 
>server group upgrade mode along with email - this gives us an error that port 
>1100 is already in use
>
>We have tried stopping the email engine on the primary server still the 
>installer doesn't allow us to upgrade the email engine.
>
>Any ideas what could be the issue or is there a different approach to upgrade 
>a server group environment along with email//
>
>Please suggest
>
>Environment details
>ARS - 7.1 patch 5( server group of 5 servers) OS - Solaris 9 DB - Oracle
>
>Thanks
>Jaya
>
>
>
>_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
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Re: Failing: AIE 7.1 on SuSE Linux Server Group Environment - Help Please

[William Rentfrow]

Well - I did notice one thing.

Your process that is running seems to be instance 2 - but you are using the 
aie001 script to try to stop the server.

Do you have an aie002 script on the server where you did the re-install?

As for it dying - we had this exact problem.  I'll check with one of my 
customers and see how he fixed it.

William Rentfrow
wrentf...@stratacominc.com
Office - 715-204-3061
Cell - 715-498-5056


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of thojciv [thao.c...@gmail.com]
Sent: Thursday, July 05, 2012 10:35 AM
To: arslist@ARSLIST.ORG
Subject: Failing: AIE 7.1 on SuSE Linux Server Group Environment - Help Please

A colleague and I are stumped on this. We've done our best to review BMC
knowledge articles, did the Google thing, have a ticket open with BMC (very
little success, slow at responding too)...We appreciate any help!


Brief background:
We installed AIE 7.1 patch008 in a SuSE Linux 10, SERVER GROUP environment.
We're running ARS Server 7.1 patch 11.
We recently migrated everything from a NON-SERVER GROUP Solaris environment
to the Linux setup.  AIE 7.1 patch 008 ran great on Solaris.  Not in Linux
and one major difference is the server group setup (1 primary server, 1
secondary).


Issue description:
NOTE: We attempted several reinstalls and tests and they all failed so the
scenario I am describing below is the simplest scenario to date...We'll
start with that.


1)  Stopped arserver on secondary server B.
2)  Successfully installed AIE 7.1 patch008 on primary server A (so only one
AIE instance, aie001 showing on primary server A only)
3)  Confirmed EIE forms, eie.cfg, etc. objects looked fine - yes.
4)  Started secondary server B.
5)  On primary server A, created mapping, data exchange, made sure .tbl
exists, etc. - yes. Scheduled the data exchange to run.
6)  Start aie001 on primary server A and console indicates 1 data exchange
is active.
7)  Based on EIE:Log, the data exchange starts ok. In the destination AR
form, records start to get created...
8)  FAILURE: the process only seems to be able to create, ie. 25 records, or
85 records and then stops (we wanted to test a data set of about 25,000
records). Something apparently kills the aie001 instance/process...The odd
things is...When we do a ps -ef | grep aie...the system shows something
like:


user@servera:/hrsscm/dhrsscm/a01/ar/aie/bmc/apps/aie/servera-8000/service/bin>
ps -ef | grep aie
user4612 1  0 Jun27 ?00:00:07
/hrsscm/dhrsscm/a01/ar/aie/bmc/apps/aie/servera-8000/service/bin/eie -x
servera -n ARS_SERVERA(8000)_EIE_SERVERA_Inst_002 -p 8000


But when I want to retry an import and issue a "aie001 stop" command, I get:
user@servera:/hrsscm/dhrsscm/a01/ar/aie/bmc/apps/aie/servera-8000/service/bin>
aie001 stop
No running processes found


Question:
Has anyone been able to install AIE7.1 patch008 in a Server Group
environment (Linux environment?)?
If yes, can you please kindly list the steps you took to get this it to
work?

Thank you in advance for your assistance.
--
View this message in context: 
http://old.nabble.com/Failing%3A-AIE-7.1-on-SuSE-Linux-Server-Group-Environment---Help-Please-tp34118513p34118513.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: HTML Email template question

[William Rentfrow]

If you ever have issues with validation of HTML use the W3 validation tools.  
This is found at:

http://validator.w3.org/

Your language has a few problems.  First, you are using "body" in the head CSS 
(even though this is commented out it still causes problems).

Later on your CSS references a type of "body" which is not acceptable.

There's a few others - an invalid use of  etc.  Run the HTML code through 
the validator and they lay it out really well.

And the others were right about needing the full path for the IMG tag.

William Rentfrow
wrentf...@stratacominc.com
Office - 715-204-3061
Cell - 715-498-5056

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Brittain, Mark [mbritt...@navisite.com]
Sent: Tuesday, July 03, 2012 11:41 AM
To: arslist@ARSLIST.ORG
Subject: HTML Email template question

**
Hi All,

I have an interesting challenge with an image in a HTML email template. 
Straight forward Notify filter that references the template and send out the 
email. If the email is viewed in Outlook the image appears fine. If I view the 
email in OWA or on a mobile device then it looks broken. I suspect I am missing 
something really simple like a close >.

ARS 6.3 patch 20 on SunOS 5.9

Any help greatly appreciated.



html>


no title






#$$Message$$#


MyCompany


http://www.mycompany.com";>www.mycompany.com

Phone: 866-442-0384

Email: mailto:supp...@mycompany.com";>#$$From:$$#









Thanks
Mark
Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite – A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360



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