Re: how to create Incident using incoming mail

[Theo Fondse]

Hi DuggiReddy!

Have a look at this :

http://www.metaweave.co.za/products/metaweave/bidirectional.htm 


Best Regards,
Theo

Sent from my Black/Silver Personal Computer 
 
“Try not to become a person of success, but a person of value.” – Albert 
Einstein

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ravindrareddy Duggireddy
Sent: 01 August 2012 18:17
To: arslist@ARSLIST.ORG
Subject: how to create Incident using incoming mail

Hi All,

I am very new to ITSM;

In my current remedy setup,we have to create incidents using incoming 
email(MAPI).

How can i achieve this,please suggest me.

Thanks in Advance.

Regards,
DuggiReddy

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Problem processing incoming mail

[Jose Huerta]

Hi listers,

I created a filter on "AR System Email Messages" form as the next:

Execution: Enabled, Submit, 900
Qualification: None
ACTIONS:
PUSH: New request to form AAA:Email with the subject and plain text body.

If I create a request on this form, the request at AAA:Email is created. If
I receive an email, a request is created in AR System Email Messages but
not on AAA:Email.

What Am I doing wrong?

Regards,

Jose M. Huerta
Project Manager**

Movil: 661 665 088

Telf.: 971 75 03 24

Fax: 971 75 07 94

 

SM2 Baleares S.A.
C/Rita Levi 

Edificio SM2 Parc Bit

07121 Palma de Mallorca

  
  
 

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

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

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<><><><>

Re: Introducing BMC Remedy Health Advisor utility

[Mohan Panchangmath]

Thanks David!

Mohan



On Aug 2, 2012, at 4:44 PM, "Easter, David"  wrote:

> **
> Ø  I checked the docs but doesnt specifically mention with what version of 
> ARS it is compatible with. 
>  
> Yes it does.  From the documentation (Page 26):
>  
> Prerequisites
> The following are required to install the Health Advisor application:
> […]
> 􀂄 BMC Remedy AR System Server 7.6.04
> 􀂄 BMC Remedy IT Service Management 7.6.04
>  
> and (Page 36):
>  
> The Health Advisor client monitors the AR System server from version 7.5.00 
> or higher, and supports all operating system versions supported by version 
> 7.5.00 or higher.
>  
> -David J. Easter
> Manager of Product Management, AR System
> BSM & Atrium Solutions Management
> 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 Mohan Panchangmath
> Sent: Thursday, August 02, 2012 1:36 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Introducing BMC Remedy Health Advisor utility
>  
> **
> Hello David,
>  
> Thanks ! Is this utility compatible with ARS 7.1?   I checked the docs but 
> doesnt specifically mention with what version of ARS it is compatible with.
>  
>  
> Thanks,
> Mohan
>  
> From: "Easter, David" 
> To: arslist@ARSLIST.ORG 
> Sent: Monday, July 30, 2012 7:33 PM
> Subject: ADV: Introducing BMC Remedy Health Advisor utility
>  
> **
> It is challenging to monitor in-house BMC Remedy Action Request System 
> servers and an AR System based application infrastructure that is supporting 
> critical business services. To help, BMC is making the BMC Remedy Health 
> Advisor application available as an unsupported utility.
> This solution consists of:
> BMC Remedy Health Advisor Server Application - to be deployed on a central 
> BMC Remedy AR Server
> BMC Remedy Health Advisor Client Creator - used to create the "BMC Remedy 
> Health Advisor Client" to be deployed on the AR System Server which needs to 
> be monitored
> BMC Remedy Health Advisor application is designed to enable on-premise 
> support personnel or a service provider offering managed services to actively 
> monitor the different aspects of the AR System infrastructure and proactively 
> be able to prevent the issues affecting the underlying business services.
> This solution enables a service provider to monitor AR System infrastructure 
> of each instance or end-customer from one single location and also provides 
> the ability to the end-customer to control what a service provider should 
> monitor.
> Key features of this solution are as listed below:
> Monitoring AR System Server
> Monitoring AR System Server configuration
> Monitoring AR System Server error log
> Collecting AR System Server License Usage
> Collecting AR System Server "Server Statistics"
> Collecting Form Entry counts
> Sending Alert Notification
> Stopping and Starting AR System Server
> Integration with BMC ITSM Incident Management application
> Report generation
> For detailed information about the architecture, installation, creating a 
> client or on-boarding a customer; please refer to the available 
> documentation.
> BMC has taken commercially reasonable efforts to ensure the quality of this 
> solution and has tested for reasonable period before making this available 
> for wider consumption as an unsupported application. As an unsupported 
> utility, best effort will be provided via the BMC Communities to address 
> questions or issues regarding the utility.  BMC Support will not accept 
> issues regarding this utility.
> We are looking forward for your comments and suggestions about this utility.  
> Feedback will be used to influence future versions of the BMC Health Advisor 
> as well as potentially drive this functionality into supported solutions.
> To download BMC Remedy Health Advisor please visit the BMC Communities.  You 
> will need a BMC Communities account to access the document and utility.  A 
> BMC Communities account does not require a Support ID or maintenance contact 
> with BMC, however, and is available at no charge.
>  
> -David J. Easter
> Manager of Product Management, AR System
> BSM & Atrium Solutions Management
> 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.
>  
> _attend WWRUG12 http://www.wwrug.com/ ARSlist: "Where the Answers Are"_
>  
> 
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend 

Re: Caught Exception Object Expected - 7.6.04 Mid-tier

[Francois Seegers]

Make sure you do not have reverse proxies that cache the Remedy URL's.  We were 
advised by BMC a while ago that the mid-tier is the only component that should 
handle the cache.  After our proxy guys disabled the cache from NOT happening 
on the reverse proxies all worked fine.

Cheers
Francois

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia
Sent: Friday, August 03, 2012 1:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier

The reason clearing the cache and closing ie seems to work is because you are 
reestablishing a connection.  What happens is a user swaps mid tier sessions 
while they are in remedy.  The session headers are not swapped over popping up 
the error.  Clear cache close ie and log back in will of coarse work every time 
but it doesn't fix the problem.  The swapping is random and on not consistent 
with any user.  This would tell you more than likely a hot fix will not fix the 
issue.  It is hard to trouble shoot because it is random and the simple thing 
to do would be load a hot fix.  There are caught exceptions were this is the 
case but not this one.


On 8/2/12, patchsk  wrote:
> We have seen this happening randomly to several users.
> The solution was to delete the IE cache on the client PC.
> Just clicking clear cache sometimes did not help.
> Consistent way to remove IE cache is
> IE --> Tools --> Internet Options --> General tab --> Browsing History
> --> Settings --> View files -->  and select all and delete.
> The above steps basically takes you to the below folder:
> C:\Users\username\AppData\Local\Microsoft\Windows\Temporary Internet
> Files
>
> Close the browser and relogin to remedy.
>
> On Thursday, August 2, 2012 3:05:44 PM UTC-7, Ortega, Jesus A wrote:
>>
>> **
>>
>> I tried to flush the cache several times. I even tried to delete the
>> cache
>>
>> files manually in the mid-tier cache directory and on the Tomcat
>> Catalina
>>
>> working directory. It did not help. Fiddler does not capture anything
>> either. I was told by Claire Sanford that there is a new mid-tier
>> patch that just came out for 7.6.04 SP3. I just downloaded it and
>> plan to try it
>>
>> in my dev environment. The weird thing is that the development
>> environment
>>
>> shows no signs of problems. It is just the production one. Then
>> again, Dev
>>
>> is just a straight one mid-tier and one app server configuration.
>>
>>
>>
>>
>>
>>
>>
>> Jesus Ortega
>>
>> Senior II, Implementation Engineer
>>
>> LyondellBasell Industries
>>
>> Office: 713 309-4914
>>
>> Cell:281 546-0735
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *ravi rai
>> *Sent:* Thursday, August 02, 2012 4:26 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>>
>>
>>
>> **
>>
>> Do cache flush on all mid tier nodes.
>>
>> On IE hit F12 new popup will open go to Cache and select Clear
>> browser Cache for this domain Close all browser and retry
>>
>>
>> Regards
>> Ravi Rai
>>
>>
>> --
>>
>> Date: Thu, 2 Aug 2012 16:20:39 -0400
>> From: jdso...@shyle.net
>> Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>> To: arslist@ARSLIST.ORG
>>
>> **
>>
>>
>>
>> If it does not work on IE as well on a supported version, then was it
>> ever
>>
>> working? If so any updates to the Java libraries?
>>
>>
>>
>> Joe
>>
>>
>>
>> *From:* Ortega, Jesus A 
>>
>> *Sent:* Thursday, August 02, 2012 4:12 PM
>>
>> *Newsgroups:* public.remedy.arsystem.general
>>
>> *To:* arslist@ARSLIST.ORG
>>
>> *Subject:* Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>>
>>
>>
>> **
>>
>> Yes, we are using IE 8 as our main browser. I just ran the diagnostic
>> in Firefox to get more information on the error.
>>
>> As usual, BMC support is of no help. I had our support org escalate
>> it as
>>
>> a high incident and all I hear is crickets from BMC land.
>>
>>
>>
>> Jesus Ortega
>>
>> Senior II, Implementation Engineer
>>
>> LyondellBasell Industries
>>
>> Office: 713 309-4914
>>
>> Cell:281 546-0735
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] *On Behalf Of *Joe Martin D'Souza
>> *Sent:* Thursday, August 02, 2012 2:47 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>>
>>
>>
>> **
>>
>>
>>
>> My first immediate question to you would be did you try this on an
>> officially supported browser IE on an officially supported version?
>>
>>
>>
>> Firefox is not one of the officially supported browser, so though
>> most things work on FireFox or Safari or Chrome, if something does
>> not work, I
>>
>> would try it on a supported version of IE before deeming it to be a
>> problem. If it's a problem there too, then yes further investigate.
>> If not
>>
>> then it may just be one of thos

Re: Caught Exception Object Expected - 7.6.04 Mid-tier

[Brian Pancia]

The reason clearing the cache and closing ie seems to work is because
you are reestablishing a connection.  What happens is a user swaps mid
tier sessions while they are in remedy.  The session headers are not
swapped over popping up the error.  Clear cache close ie and log back
in will of coarse work every time but it doesn't fix the problem.  The
swapping is random and on not consistent with any user.  This would
tell you more than likely a hot fix will not fix the issue.  It is
hard to trouble shoot because it is random and the simple thing to do
would be load a hot fix.  There are caught exceptions were this is the
case but not this one.


On 8/2/12, patchsk  wrote:
> We have seen this happening randomly to several users.
> The solution was to delete the IE cache on the client PC.
> Just clicking clear cache sometimes did not help.
> Consistent way to remove IE cache is
> IE --> Tools --> Internet Options --> General tab --> Browsing History -->
> Settings --> View files -->  and select all and delete.
> The above steps basically takes you to the below folder:
> C:\Users\username\AppData\Local\Microsoft\Windows\Temporary Internet Files
>
> Close the browser and relogin to remedy.
>
> On Thursday, August 2, 2012 3:05:44 PM UTC-7, Ortega, Jesus A wrote:
>>
>> **
>>
>> I tried to flush the cache several times. I even tried to delete the cache
>>
>> files manually in the mid-tier cache directory and on the Tomcat Catalina
>>
>> working directory. It did not help. Fiddler does not capture anything
>> either. I was told by Claire Sanford that there is a new mid-tier patch
>> that just came out for 7.6.04 SP3. I just downloaded it and plan to try it
>>
>> in my dev environment. The weird thing is that the development environment
>>
>> shows no signs of problems. It is just the production one. Then again, Dev
>>
>> is just a straight one mid-tier and one app server configuration.
>>
>>
>>
>>
>>
>>
>>
>> Jesus Ortega
>>
>> Senior II, Implementation Engineer
>>
>> LyondellBasell Industries
>>
>> Office: 713 309-4914
>>
>> Cell:281 546-0735
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *ravi rai
>> *Sent:* Thursday, August 02, 2012 4:26 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>>
>>
>>
>> **
>>
>> Do cache flush on all mid tier nodes.
>>
>> On IE hit F12 new popup will open go to Cache and select Clear browser
>> Cache for this domain
>> Close all browser and retry
>>
>>
>> Regards
>> Ravi Rai
>>
>>
>> --
>>
>> Date: Thu, 2 Aug 2012 16:20:39 -0400
>> From: jdso...@shyle.net
>> Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>> To: arslist@ARSLIST.ORG
>>
>> **
>>
>>
>>
>> If it does not work on IE as well on a supported version, then was it ever
>>
>> working? If so any updates to the Java libraries?
>>
>>
>>
>> Joe
>>
>>
>>
>> *From:* Ortega, Jesus A 
>>
>> *Sent:* Thursday, August 02, 2012 4:12 PM
>>
>> *Newsgroups:* public.remedy.arsystem.general
>>
>> *To:* arslist@ARSLIST.ORG
>>
>> *Subject:* Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>>
>>
>>
>> **
>>
>> Yes, we are using IE 8 as our main browser. I just ran the diagnostic in
>> Firefox to get more information on the error.
>>
>> As usual, BMC support is of no help. I had our support org escalate it as
>>
>> a high incident and all I hear is crickets from BMC land.
>>
>>
>>
>> Jesus Ortega
>>
>> Senior II, Implementation Engineer
>>
>> LyondellBasell Industries
>>
>> Office: 713 309-4914
>>
>> Cell:281 546-0735
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] *On Behalf Of *Joe Martin D'Souza
>> *Sent:* Thursday, August 02, 2012 2:47 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>>
>>
>>
>> **
>>
>>
>>
>> My first immediate question to you would be did you try this on an
>> officially supported browser IE on an officially supported version?
>>
>>
>>
>> Firefox is not one of the officially supported browser, so though most
>> things work on FireFox or Safari or Chrome, if something does not work, I
>>
>> would try it on a supported version of IE before deeming it to be a
>> problem. If it’s a problem there too, then yes further investigate. If not
>>
>> then it may just be one of those exceptions that are not supported on non
>>
>> IE browsers..
>>
>>
>>
>> Personally I like Chrome and then FireFox too, but when I encounter a
>> problem, I attempt reproducing it on IE.. If it cannot be reproduced on
>> IE,
>> then technically you do not have much of a case, you could try bringing it
>>
>> up with BMC Support, but there is no guarantee they would consider it as a
>>
>> priority issue..
>>
>>
>>
>> Joe
>>
>>
>>
>> *From:* Ortega, Jesus A 
>>
>> *Sent:* Thursday, August 02, 2012 3:38 PM
>>
>> *Newsgroups:* public.remedy.arsystem.general
>>
>> *To:* arslist@ARSLIST.ORG
>>

Re: Caught Exception Object Expected - 7.6.04 Mid-tier

[Brian Pancia]

More then likely it is your keep alive and timeout settings.  A way to
test this is to have a set of users hit one web server directly for
the day and another hit the other server.  More then likely they will
not get the error.  Also is ip miulticasting setup.  I have seen this
error in multiple env with loadbalancers on the mid tier side.  It is
always a settings issue in tomcat.

On 8/2/12, Ortega, Jesus A  wrote:
> Yes, Sticky bits is enabled on the ACE load balancer. I don't know what the
> time out is, but it is not very long from what the Network person told me.
>
> 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 Brian Pancia
> Sent: Thursday, August 02, 2012 5:39 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>
> Is sticky bit enables and what is your keepalive and timeout settings?
>
>
> On 8/2/12, Ortega, Jesus A  wrote:
>> That's what we're hoping for. It seems similar and it does replace a
>> lot of the java script files. Thanks for the information.
>>
>> Jesus Ortega
>> Senior II, Implementation Engineer
>> LyondellBasell Industries
>> Office: 713 309-4914
>> Cell:281 546-0735
>>
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
>> Sent: Thursday, August 02, 2012 5:16 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>>
>> **
>> This is the manifest from the latest midtier hotfix - perhaps it's
>> related to SW00433102
>>
>>
>> Hot Fix Readme
>>
>> Hot Fix Name:  MT_7604SP3_2012JUL26_CU_ALL
>>
>>
>> Product Component:  Mid-Tier
>>
>> Build Base Version:  7.6.04 SP3-S
>>
>> Build Date: 201207261344
>>
>> Fix Type: Hotfix binary
>>
>> Affected Platform: All
>>
>> Hotfix Version Stamp: 7.6.04 SP3 201207261344 Hotfix
>>
>>
>>
>> Files Patched:
>>
>>
>> Name:
>>
>> Type:
>>
>> /WEB-INF/lib/MidTier.jar
>>
>> File
>>
>> /WEB-INF/lib/Config.jar
>>
>> File
>>
>> /WEB-INF/lib/ReportCommon.jar
>>
>> File
>>
>> /LocalPlugins/Report/Report.jar
>>
>> File
>>
>> /LocalPlugins/Flashboard/Flashboard.jar
>>
>> File
>>
>> /shared/login_common.jsp
>>
>> File
>>
>> /resources
>>
>> Directory
>>
>> /webcontent
>>
>> Directory
>>
>> /WEB-INF/platform/plugins
>>
>> Directory
>>
>>
>> List of Defects Fixed:
>>
>> Defect ID
>>
>> Description
>>
>> SW00429966
>>
>> Reset Preferences displays hidden columns if visible column is moved
>> in front of hidden column before reset is done
>>
>> SW00428216
>>
>> Security Vulnerabilities - Cross Site Scripting Issue
>>
>> SW00428220
>>
>> Security Vulnerabilities - SSL Cookie  Not Used
>>
>> SW00424701
>>
>> Need to provide support for httpOnly cookie attribute in Midtier
>>
>> SW00433887
>>
>> Auto Complete makes unnecessary backchannel call when all required
>> menu items are already loaded
>>
>> SW00433686
>>
>> Compatibility issues with Firefox 13- scrollbars on single line
>> character fields, blacked out background forms during modal popup
>>
>> SW00421038
>>
>> When Mid-Tier uses SSL the workflow log window is reset every time a
>> new window is opened
>>
>> SW00433102
>>
>> Mid-Tier throws error (Error: '0.id' is null or not an object) when
>> refreshing a table with sorted Grouped rows and browser screen goes
>> blank.
>>
>> SW00420988
>>
>> When a tool tip is open, table column sort does close the tool tip and
>> does not refresh the UI causing the wrong record in the table to open.
>>
>> SW00431407
>>
>> Midtier Native report exports causing CPU to spike
>>
>> SW00431989
>>
>> Issue with Web Reporting functionality
>>
>> SW00432001
>>
>> Javascript error window.weOpener.window.getChildWindowIDFromName is
>> not a function
>>
>> SW00430897
>>
>> Web Reports retrive all the data on first chunk request
>>
>> SW00429473
>>
>> Listbox menus do not show in MidTier when character field display type
>> is set to Drop Down List
>>
>> SW00430432
>>
>> Attachments set via a Service Action on a Attachment Field failed to
>> open with a ARERR 106
>>
>> SW00424037
>>
>> BIRT reports exported to Excel show mulitple sheets, one each for
>> every page of data exported.
>>
>> SW00411244
>>
>> CCM Calendar having issues with filtering
>>
>> SW00431083
>>
>> MidTier CPU spiking with minimal set of users (thread contention)
>>
>> SW00430923
>>
>> Certain user names can stop browser-side processing, tripping up
>> parsing of keywords when searching.
>>
>> SW00427734
>>
>> "Long" Hyphen/Dash Characters display incorrectly when pasting into
>> Work Notes field on Incident form
>>
>> SW00418664
>>
>> Close Window active link action issue with IE 8
>>
>>
>>
>> SW00428432
>>
>> SW00428432
>>
>> Tool tip sometimes causes "null" to appear in the center of the
>> browser window
>>
>> SW00429861
>>
>> Runtime Exceptions during GetH

Re: Caught Exception Object Expected - 7.6.04 Mid-tier

[patchsk]

We have seen this happening randomly to several users.
The solution was to delete the IE cache on the client PC.
Just clicking clear cache sometimes did not help.
Consistent way to remove IE cache is 
IE --> Tools --> Internet Options --> General tab --> Browsing History --> 
Settings --> View files -->  and select all and delete.
The above steps basically takes you to the below folder:
C:\Users\username\AppData\Local\Microsoft\Windows\Temporary Internet Files

Close the browser and relogin to remedy.

On Thursday, August 2, 2012 3:05:44 PM UTC-7, Ortega, Jesus A wrote:
>
> ** 
>
> I tried to flush the cache several times. I even tried to delete the cache 
> files manually in the mid-tier cache directory and on the Tomcat Catalina 
> working directory. It did not help. Fiddler does not capture anything 
> either. I was told by Claire Sanford that there is a new mid-tier patch 
> that just came out for 7.6.04 SP3. I just downloaded it and plan to try it 
> in my dev environment. The weird thing is that the development environment 
> shows no signs of problems. It is just the production one. Then again, Dev 
> is just a straight one mid-tier and one app server configuration. 
>
>  
>
>  
>
>  
>
> Jesus Ortega
>
> Senior II, Implementation Engineer 
>
> LyondellBasell Industries
>
> Office: 713 309-4914
>
> Cell:281 546-0735
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *ravi rai
> *Sent:* Thursday, August 02, 2012 4:26 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>
>  
>
> ** 
>
> Do cache flush on all mid tier nodes. 
>  
> On IE hit F12 new popup will open go to Cache and select Clear browser 
> Cache for this domain 
> Close all browser and retry 
>  
>  
> Regards
> Ravi Rai 
>
>  
> --
>
> Date: Thu, 2 Aug 2012 16:20:39 -0400
> From: jdso...@shyle.net
> Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier
> To: arslist@ARSLIST.ORG
>
> ** 
>
>  
>
> If it does not work on IE as well on a supported version, then was it ever 
> working? If so any updates to the Java libraries?
>
>  
>
> Joe
>
>  
>
> *From:* Ortega, Jesus A  
>
> *Sent:* Thursday, August 02, 2012 4:12 PM
>
> *Newsgroups:* public.remedy.arsystem.general
>
> *To:* arslist@ARSLIST.ORG 
>
> *Subject:* Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>
>  
>
> ** 
>
> Yes, we are using IE 8 as our main browser. I just ran the diagnostic in 
> Firefox to get more information on the error. 
>
> As usual, BMC support is of no help. I had our support org escalate it as 
> a high incident and all I hear is crickets from BMC land.
>
>  
>
> Jesus Ortega
>
> Senior II, Implementation Engineer 
>
> LyondellBasell Industries
>
> Office: 713 309-4914
>
> Cell:281 546-0735
>
>  
>
> *From:* Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] *On Behalf Of *Joe Martin D'Souza
> *Sent:* Thursday, August 02, 2012 2:47 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>
>  
>
> ** 
>
>  
>
> My first immediate question to you would be did you try this on an 
> officially supported browser IE on an officially supported version?
>
>  
>
> Firefox is not one of the officially supported browser, so though most 
> things work on FireFox or Safari or Chrome, if something does not work, I 
> would try it on a supported version of IE before deeming it to be a 
> problem. If it’s a problem there too, then yes further investigate. If not 
> then it may just be one of those exceptions that are not supported on non 
> IE browsers..
>
>  
>
> Personally I like Chrome and then FireFox too, but when I encounter a 
> problem, I attempt reproducing it on IE.. If it cannot be reproduced on IE, 
> then technically you do not have much of a case, you could try bringing it 
> up with BMC Support, but there is no guarantee they would consider it as a 
> priority issue..
>
>  
>
> Joe
>
>  
>
> *From:* Ortega, Jesus A  
>
> *Sent:* Thursday, August 02, 2012 3:38 PM
>
> *Newsgroups:* public.remedy.arsystem.general
>
> *To:* arslist@ARSLIST.ORG 
>
> *Subject:* Caught Exception Object Expected - 7.6.04 Mid-tier
>
>  
>
> ** 
>
> Greetings ARSListers,
>
>  
>
> I really don’t like bothering everyone on the list with questions of this 
> type, but I need some help. First of all I have a 7.6.04 ARsystem \ITSM SP2 
> system and have Mid-tier 7.6.0 SP3. . I am running a load balanced, server 
> grouped  environment on Windows 2008 R2, and Tomcat 6, 64-bit, 2 midtiers, 
> 2 app servers. 
>
>  
>
> In the past few days I have been getting a steady stream of complaints 
> from my clients regarding an error when they are searching changes. They 
> will go to Applications menu\Change Management\Search Change and when the 
> change form opens and they search, they get “Caught Exception : Object 
> Expected” . This only happens to a few people, not eve

Re: Caught Exception Object Expected - 7.6.04 Mid-tier

[Ortega, Jesus A]

Yes, Sticky bits is enabled on the ACE load balancer. I don't know what the 
time out is, but it is not very long from what the Network person told me.

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 Brian Pancia
Sent: Thursday, August 02, 2012 5:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier

Is sticky bit enables and what is your keepalive and timeout settings?


On 8/2/12, Ortega, Jesus A  wrote:
> That's what we're hoping for. It seems similar and it does replace a
> lot of the java script files. Thanks for the information.
>
> Jesus Ortega
> Senior II, Implementation Engineer
> LyondellBasell Industries
> Office: 713 309-4914
> Cell:281 546-0735
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
> Sent: Thursday, August 02, 2012 5:16 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>
> **
> This is the manifest from the latest midtier hotfix - perhaps it's
> related to SW00433102
>
>
> Hot Fix Readme
>
> Hot Fix Name:  MT_7604SP3_2012JUL26_CU_ALL
>
>
> Product Component:  Mid-Tier
>
> Build Base Version:  7.6.04 SP3-S
>
> Build Date: 201207261344
>
> Fix Type: Hotfix binary
>
> Affected Platform: All
>
> Hotfix Version Stamp: 7.6.04 SP3 201207261344 Hotfix
>
>
>
> Files Patched:
>
>
> Name:
>
> Type:
>
> /WEB-INF/lib/MidTier.jar
>
> File
>
> /WEB-INF/lib/Config.jar
>
> File
>
> /WEB-INF/lib/ReportCommon.jar
>
> File
>
> /LocalPlugins/Report/Report.jar
>
> File
>
> /LocalPlugins/Flashboard/Flashboard.jar
>
> File
>
> /shared/login_common.jsp
>
> File
>
> /resources
>
> Directory
>
> /webcontent
>
> Directory
>
> /WEB-INF/platform/plugins
>
> Directory
>
>
> List of Defects Fixed:
>
> Defect ID
>
> Description
>
> SW00429966
>
> Reset Preferences displays hidden columns if visible column is moved
> in front of hidden column before reset is done
>
> SW00428216
>
> Security Vulnerabilities - Cross Site Scripting Issue
>
> SW00428220
>
> Security Vulnerabilities - SSL Cookie  Not Used
>
> SW00424701
>
> Need to provide support for httpOnly cookie attribute in Midtier
>
> SW00433887
>
> Auto Complete makes unnecessary backchannel call when all required
> menu items are already loaded
>
> SW00433686
>
> Compatibility issues with Firefox 13- scrollbars on single line
> character fields, blacked out background forms during modal popup
>
> SW00421038
>
> When Mid-Tier uses SSL the workflow log window is reset every time a
> new window is opened
>
> SW00433102
>
> Mid-Tier throws error (Error: '0.id' is null or not an object) when
> refreshing a table with sorted Grouped rows and browser screen goes blank.
>
> SW00420988
>
> When a tool tip is open, table column sort does close the tool tip and
> does not refresh the UI causing the wrong record in the table to open.
>
> SW00431407
>
> Midtier Native report exports causing CPU to spike
>
> SW00431989
>
> Issue with Web Reporting functionality
>
> SW00432001
>
> Javascript error window.weOpener.window.getChildWindowIDFromName is
> not a function
>
> SW00430897
>
> Web Reports retrive all the data on first chunk request
>
> SW00429473
>
> Listbox menus do not show in MidTier when character field display type
> is set to Drop Down List
>
> SW00430432
>
> Attachments set via a Service Action on a Attachment Field failed to
> open with a ARERR 106
>
> SW00424037
>
> BIRT reports exported to Excel show mulitple sheets, one each for
> every page of data exported.
>
> SW00411244
>
> CCM Calendar having issues with filtering
>
> SW00431083
>
> MidTier CPU spiking with minimal set of users (thread contention)
>
> SW00430923
>
> Certain user names can stop browser-side processing, tripping up
> parsing of keywords when searching.
>
> SW00427734
>
> "Long" Hyphen/Dash Characters display incorrectly when pasting into
> Work Notes field on Incident form
>
> SW00418664
>
> Close Window active link action issue with IE 8
>
>
>
> SW00428432
>
> SW00428432
>
> Tool tip sometimes causes "null" to appear in the center of the
> browser window
>
> SW00429861
>
> Runtime Exceptions during GetHTMLScriptForViewField Backchannel calls
> cause malformed responses to the browser resulting in Caught Exception
> errors
>
> SW00429804
>
> Access URL must be same as base_url for Web Report to work
>
> SW00429605
>
> ARERR 361 when running AR System Report from Report Console/Report
> Selection/Reports form against a 7.1 AR Server that allows unqualified
> queries
>
> SW00428976
>
> background.swf continues to load even after Flash is disabled in
> config.properties using arsystem.flash.enable_ui_rendering=false
>
> SW00426226
>
> Skin Definitions are causing cache html/js form invalidation,
> affecting performance
>
> SW00427386
>
> Type ahea

Re: Caught Exception Object Expected - 7.6.04 Mid-tier

[Brian Pancia]

Is sticky bit enables and what is your keepalive and timeout settings?


On 8/2/12, Ortega, Jesus A  wrote:
> That's what we're hoping for. It seems similar and it does replace a lot of
> the java script files. Thanks for the information.
>
> Jesus Ortega
> Senior II, Implementation Engineer
> LyondellBasell Industries
> Office: 713 309-4914
> Cell:281 546-0735
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
> Sent: Thursday, August 02, 2012 5:16 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>
> **
> This is the manifest from the latest midtier hotfix - perhaps it's related
> to SW00433102
>
>
> Hot Fix Readme
>
> Hot Fix Name:  MT_7604SP3_2012JUL26_CU_ALL
>
>
> Product Component:  Mid-Tier
>
> Build Base Version:  7.6.04 SP3-S
>
> Build Date: 201207261344
>
> Fix Type: Hotfix binary
>
> Affected Platform: All
>
> Hotfix Version Stamp: 7.6.04 SP3 201207261344 Hotfix
>
>
>
> Files Patched:
>
>
> Name:
>
> Type:
>
> /WEB-INF/lib/MidTier.jar
>
> File
>
> /WEB-INF/lib/Config.jar
>
> File
>
> /WEB-INF/lib/ReportCommon.jar
>
> File
>
> /LocalPlugins/Report/Report.jar
>
> File
>
> /LocalPlugins/Flashboard/Flashboard.jar
>
> File
>
> /shared/login_common.jsp
>
> File
>
> /resources
>
> Directory
>
> /webcontent
>
> Directory
>
> /WEB-INF/platform/plugins
>
> Directory
>
>
> List of Defects Fixed:
>
> Defect ID
>
> Description
>
> SW00429966
>
> Reset Preferences displays hidden columns if visible column is moved in
> front of hidden column before reset is done
>
> SW00428216
>
> Security Vulnerabilities - Cross Site Scripting Issue
>
> SW00428220
>
> Security Vulnerabilities - SSL Cookie  Not Used
>
> SW00424701
>
> Need to provide support for httpOnly cookie attribute in Midtier
>
> SW00433887
>
> Auto Complete makes unnecessary backchannel call when all required menu
> items are already loaded
>
> SW00433686
>
> Compatibility issues with Firefox 13- scrollbars on single line character
> fields, blacked out background forms during modal popup
>
> SW00421038
>
> When Mid-Tier uses SSL the workflow log window is reset every time a new
> window is opened
>
> SW00433102
>
> Mid-Tier throws error (Error: '0.id' is null or not an object) when
> refreshing a table with sorted Grouped rows and browser screen goes blank.
>
> SW00420988
>
> When a tool tip is open, table column sort does close the tool tip and does
> not refresh the UI causing the wrong record in the table to open.
>
> SW00431407
>
> Midtier Native report exports causing CPU to spike
>
> SW00431989
>
> Issue with Web Reporting functionality
>
> SW00432001
>
> Javascript error window.weOpener.window.getChildWindowIDFromName is not a
> function
>
> SW00430897
>
> Web Reports retrive all the data on first chunk request
>
> SW00429473
>
> Listbox menus do not show in MidTier when character field display type is
> set to Drop Down List
>
> SW00430432
>
> Attachments set via a Service Action on a Attachment Field failed to open
> with a ARERR 106
>
> SW00424037
>
> BIRT reports exported to Excel show mulitple sheets, one each for every page
> of data exported.
>
> SW00411244
>
> CCM Calendar having issues with filtering
>
> SW00431083
>
> MidTier CPU spiking with minimal set of users (thread contention)
>
> SW00430923
>
> Certain user names can stop browser-side processing, tripping up parsing of
> keywords when searching.
>
> SW00427734
>
> "Long" Hyphen/Dash Characters display incorrectly when pasting into Work
> Notes field on Incident form
>
> SW00418664
>
> Close Window active link action issue with IE 8
>
>
>
> SW00428432
>
> SW00428432
>
> Tool tip sometimes causes "null" to appear in the center of the browser
> window
>
> SW00429861
>
> Runtime Exceptions during GetHTMLScriptForViewField Backchannel calls cause
> malformed responses to the browser resulting in Caught Exception errors
>
> SW00429804
>
> Access URL must be same as base_url for Web Report to work
>
> SW00429605
>
> ARERR 361 when running AR System Report from Report Console/Report
> Selection/Reports form against a 7.1 AR Server that allows unqualified
> queries
>
> SW00428976
>
> background.swf continues to load even after Flash is disabled in
> config.properties using arsystem.flash.enable_ui_rendering=false
>
> SW00426226
>
> Skin Definitions are causing cache html/js form invalidation, affecting
> performance
>
> SW00427386
>
> Type ahead template selection not showing all templates (auto complete, no
> scroll).
>
> SW00428348
>
> Double clicking an incident/change/etc from the results list opens up a new
> window with the results.
>
> SW00426324
>
> Vertical & Horizontal scroll bars on the Landing Console & Overview Console
> when using IE9
>
> SW00420319
>
> Problem with time stamp on Reporting console and Excel Export, shows server
> time not customer time
>
> SW00427080
>
> The mid-tier is doing a GLE call to return all records for an AR System
> report instead

Re: Caught Exception Object Expected - 7.6.04 Mid-tier

[Ortega, Jesus A]

I tried to flush the cache several times. I even tried to delete the cache 
files manually in the mid-tier cache directory and on the Tomcat Catalina 
working directory. It did not help. Fiddler does not capture anything either. I 
was told by Claire Sanford that there is a new mid-tier patch that just came 
out for 7.6.04 SP3. I just downloaded it and plan to try it in my dev 
environment. The weird thing is that the development environment shows no signs 
of problems. It is just the production one. Then again, Dev is just a straight 
one mid-tier and one app server configuration.



Jesus Ortega
Senior II, Implementation Engineer
LyondellBasell Industries
Office: 713 309-4914
Cell:281 546-0735

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai
Sent: Thursday, August 02, 2012 4:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier

**
Do cache flush on all mid tier nodes.

On IE hit F12 new popup will open go to Cache and select Clear browser Cache 
for this domain
Close all browser and retry


Regards
Ravi Rai



Date: Thu, 2 Aug 2012 16:20:39 -0400
From: jdso...@shyle.net
Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier
To: arslist@ARSLIST.ORG

**

If it does not work on IE as well on a supported version, then was it ever 
working? If so any updates to the Java libraries?

Joe

From: Ortega, Jesus A
Sent: Thursday, August 02, 2012 4:12 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier

**
Yes, we are using IE 8 as our main browser. I just ran the diagnostic in 
Firefox to get more information on the error.
As usual, BMC support is of no help. I had our support org escalate it as a 
high incident and all I hear is crickets from BMC land.

Jesus Ortega
Senior II, Implementation Engineer
LyondellBasell Industries
Office: 713 309-4914
Cell:281 546-0735

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Joe Martin D'Souza
Sent: Thursday, August 02, 2012 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier

**

My first immediate question to you would be did you try this on an officially 
supported browser IE on an officially supported version?

Firefox is not one of the officially supported browser, so though most things 
work on FireFox or Safari or Chrome, if something does not work, I would try it 
on a supported version of IE before deeming it to be a problem. If it's a 
problem there too, then yes further investigate. If not then it may just be one 
of those exceptions that are not supported on non IE browsers..

Personally I like Chrome and then FireFox too, but when I encounter a problem, 
I attempt reproducing it on IE.. If it cannot be reproduced on IE, then 
technically you do not have much of a case, you could try bringing it up with 
BMC Support, but there is no guarantee they would consider it as a priority 
issue..

Joe

From: Ortega, Jesus A
Sent: Thursday, August 02, 2012 3:38 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Caught Exception Object Expected - 7.6.04 Mid-tier

**
Greetings ARSListers,

I really don't like bothering everyone on the list with questions of this type, 
but I need some help. First of all I have a 7.6.04 ARsystem \ITSM SP2 system 
and have Mid-tier 7.6.0 SP3. . I am running a load balanced, server grouped  
environment on Windows 2008 R2, and Tomcat 6, 64-bit, 2 midtiers, 2 app servers.

In the past few days I have been getting a steady stream of complaints from my 
clients regarding an error when they are searching changes. They will go to 
Applications menu\Change Management\Search Change and when the change form 
opens and they search, they get "Caught Exception : Object Expected" . This 
only happens to a few people, not everyone, but it is consistent. I have tried 
to flush the mid-tier cache, manually delete Tomcat and Mid-tier cache, and I 
got rid of the Viewstat.dat file. One customer that has the issue can go to any 
machine and the issue follows her. I can hard code her password and log into my 
desktop and it will happen to me.

We turned on logging in Firefox and captured the following error. It seems to 
point at ClientCore.js. I have a suspicion that this is cache related, perhaps 
eCache related. Your help would be appreciated.

Caught exception 
http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
 - TypeError:

q is not a function... AT:

MarshallArgs@http://myserver/arsys/resources/javascript/7.6.04%20SP3%202012

Re: Introducing BMC Remedy Health Advisor utility

[pritch]

Neat - thanks! 

- Original Message -
From: "David Easter" 
To: arslist@ARSLIST.ORG
Sent: Thursday, August 2, 2012 5:13:39 PM
Subject: Re: Introducing BMC Remedy Health Advisor utility

The utility is designed to enable monitoring of multiple systems from a central 
location.  Thus, the clients are installed on all the remote systems to be 
monitored - not just the one where the Health Advisor application itself is 
installed.  You install the primary application on an AR System 7.6.04 server 
and the then you can monitor multiple other 7.5.00 or later servers in your 
environment.

If you only have one system and you want it to monitor itself, then you'd need 
to be on AR System 7.6.04.

-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
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.

So it monitors AR System Server 7.5, but you need 7.6.04 installed to run it?  
I know I'm not a smart man, but I find that a bit confusing.

- Original Message -
From: "David Easter" 
To: arslist@ARSLIST.ORG
Sent: Thursday, August 2, 2012 4:44:08 PM
Subject: Re: Introducing BMC Remedy Health Advisor utility

** 


Ø   I checked the docs but doesnt specifically mention with what version of ARS 
it is compatible with. 

  

Yes it does.  From the documentation (Page 26): 

  

Prerequisites 

The following are required to install the Health Advisor application: 

[…] 

„ BMC Remedy AR System Server 7.6.04 

„ BMC Remedy IT Service Management 7.6.04 

  

and (Page 36): 

  

The Health Advisor client monitors the AR System server from version 7.5.00 or 
higher, and supports all operating system versions supported by version 7.5.00 
or higher. 

  

-David J. Easter 

Manager of Product Management, AR System 

BSM & Atrium Solutions Management 

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 Mohan Panchangmath 
Sent: Thursday, August 02, 2012 1:36 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: Introducing BMC Remedy Health Advisor utility 

  

** 



Hello David, 


  


Thanks ! Is this utility compatible with ARS 7.1?   I checked the docs but 
doesnt specifically mention with what version of ARS it is compatible with. 


  


  


Thanks, 


Mohan 


  




From: "Easter, David"  
To: arslist@ARSLIST.ORG 
Sent: Monday, July 30, 2012 7:33 PM 
Subject: ADV: Introducing BMC Remedy Health Advisor utility 

  


** 



It is challenging to monitor in-house BMC Remedy Action Request System servers 
and an AR System based application infrastructure that is supporting critical 
business services. To help, BMC is making the BMC Remedy Health Advisor 
application available as an unsupported utility. 


This solution consists of: 

1. BMC Remedy Health Advisor Server Application - to be deployed on a 
central BMC Remedy AR Server 
2. BMC Remedy Health Advisor Client Creator - used to create the " BMC 
Remedy Health Advisor Client " to be deployed on the AR System Server which 
needs to be monitored 




BMC Remedy Health Advisor application is designed to enable on-premise support 
personnel or a service provider offering managed services to actively monitor 
the different aspects of the AR System infrastructure and proactively be able 
to prevent the issues affecting the underlying business services. 

This solution enables a service provider to monitor AR System infrastructure of 
each instance or end-customer from one single location and also provides the 
ability to the end-customer to control what a service provider should monitor. 

Key features of this solution are as listed below: 

* Monitoring AR System Server 
* Monitoring AR System Server configuration 
* Monitoring AR System Server error log 
* Collecting AR System Server License Usage 
* Collecting AR System Server "Server Statistics" 
* Collecting Form Entry counts 
* Sending Alert Notification 
* Stopping and Starting AR System Server 
* Integration with BMC ITSM Incident Management application 
* Report generation 




For detailed information about the architecture, installation, creating a 
client or on-boarding a customer; please refer to the available 
documentation. 

BMC has taken commercially reasonable efforts to ensure the quality of this 
solution and has tested for reasonable period before making this av

Re: Caught Exception Object Expected - 7.6.04 Mid-tier

[ravi rai]

Do cache flush on all mid tier nodes. 
 
On IE hit F12 new popup will open go to Cache and select Clear browser Cache 
for this domain 
Close all browser and retry 
 
 
Regards
Ravi Rai 

 



Date: Thu, 2 Aug 2012 16:20:39 -0400
From: jdso...@shyle.net
Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier
To: arslist@ARSLIST.ORG

** 


 
If it does not work on IE as well on a supported version, then was it ever 
working? If so any updates to the Java libraries?
 
Joe


 

From: Ortega, Jesus A 
Sent: Thursday, August 02, 2012 4:12 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier
 
** 



Yes, we are using IE 8 as our main browser. I just ran the diagnostic in 
Firefox to get more information on the error. 
As usual, BMC support is of no help. I had our support org escalate it as a 
high incident and all I hear is crickets from BMC land.
 
Jesus Ortega
Senior II, Implementation Engineer 
LyondellBasell Industries
Office: 713 309-4914
Cell:281 546-0735
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, August 02, 2012 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier
 
** 
 

My first immediate question to you would be did you try this on an officially 
supported browser IE on an officially supported version?

 

Firefox is not one of the officially supported browser, so though most things 
work on FireFox or Safari or Chrome, if something does not work, I would try it 
on a supported version of IE before deeming it to be a problem. If it’s a 
problem there too, then yes further investigate. If not then it may just be one 
of those exceptions that are not supported on non IE browsers..

 

Personally I like Chrome and then FireFox too, but when I encounter a problem, 
I attempt reproducing it on IE.. If it cannot be reproduced on IE, then 
technically you do not have much of a case, you could try bringing it up with 
BMC Support, but there is no guarantee they would consider it as a priority 
issue..

 

Joe



 


From: Ortega, Jesus A 

Sent: Thursday, August 02, 2012 3:38 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Caught Exception Object Expected - 7.6.04 Mid-tier

 

** 
Greetings ARSListers,
 
I really don’t like bothering everyone on the list with questions of this type, 
but I need some help. First of all I have a 7.6.04 ARsystem \ITSM SP2 system 
and have Mid-tier 7.6.0 SP3. . I am running a load balanced, server grouped  
environment on Windows 2008 R2, and Tomcat 6, 64-bit, 2 midtiers, 2 app 
servers. 
 
In the past few days I have been getting a steady stream of complaints from my 
clients regarding an error when they are searching changes. They will go to 
Applications menu\Change Management\Search Change and when the change form 
opens and they search, they get “Caught Exception : Object Expected” . This 
only happens to a few people, not everyone, but it is consistent. I have tried 
to flush the mid-tier cache, manually delete Tomcat and Mid-tier cache, and I 
got rid of the Viewstat.dat file. One customer that has the issue can go to any 
machine and the issue follows her. I can hard code her password and log into my 
desktop and it will happen to me. 
 
We turned on logging in Firefox and captured the following error. It seems to 
point at ClientCore.js. I have a suspicion that this is cache related, perhaps 
eCache related. Your help would be appreciated.
 
Caught exception 
http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
 - TypeError:
 
q is not a function... AT:
 
MarshallArgs@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
FormAction_GenericApply@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
ARACTCommit@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/forms/ideliverapp/CHG:Infrastructure%20Change/Best%20Practice%20View/form.js/37a779c4.js?format=html:993
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
ARRunGoto@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
ExecuteWorkflow@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/ars

Re: RGB

[Goodall, Andrew C]

I'm a cowgirls fan, but I'm looking forward to seeing how the skins do with 
RGIII (Texan and Baylor, TX alum)

Regards,
 
Andrew C. Goodall
Software Engineer
Development Services
ago...@jcpenney.com
jcpenney
6501 Legacy Drive
Plano, TX 75024
jcp.com


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of pritch
Sent: Thursday, August 02, 2012 4:04 PM
To: arslist@arslist.org
Subject: Re: RGB

That's RG (version)III

- Original Message -
From: "Pat Zandi" 
To: arslist@ARSLIST.ORG
Sent: Thursday, August 2, 2012 4:18:03 PM
Subject: Re: RGB

** 
Does he play for redskins? Lol 

Sent from my iPhone 

On Aug 2, 2012, at 15:32, "Brittain, Mark" < mbritt...@navisite.com > wrote: 





** 


HI All, 

  

Does anyone know the RGB values for the standard lime green and blue colors on 
the forms? 

  

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 

  

This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited. 
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG12 
www.wwrug.com ARSlist: "Where the Answers Are"_ 

___
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attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
The information transmitted is intended only for the person or entity to
which it is addressed and may contain confidential and/or privileged 
material.  If the reader of this message is not the intended recipient,
you are hereby notified that your access is unauthorized, and any review,
dissemination, distribution or copying of this message including any 
attachments is strictly prohibited.  If you are not the intended
recipient, please contact the sender and delete the material from any
computer.


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Re: Introducing BMC Remedy Health Advisor utility

[Easter, David]

The utility is designed to enable monitoring of multiple systems from a central 
location.  Thus, the clients are installed on all the remote systems to be 
monitored - not just the one where the Health Advisor application itself is 
installed.  You install the primary application on an AR System 7.6.04 server 
and the then you can monitor multiple other 7.5.00 or later servers in your 
environment.

If you only have one system and you want it to monitor itself, then you'd need 
to be on AR System 7.6.04.

-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
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.

So it monitors AR System Server 7.5, but you need 7.6.04 installed to run it?  
I know I'm not a smart man, but I find that a bit confusing.

- Original Message -
From: "David Easter" 
To: arslist@ARSLIST.ORG
Sent: Thursday, August 2, 2012 4:44:08 PM
Subject: Re: Introducing BMC Remedy Health Advisor utility

** 


Ø   I checked the docs but doesnt specifically mention with what version of ARS 
it is compatible with. 

  

Yes it does.  From the documentation (Page 26): 

  

Prerequisites 

The following are required to install the Health Advisor application: 

[…] 

„ BMC Remedy AR System Server 7.6.04 

„ BMC Remedy IT Service Management 7.6.04 

  

and (Page 36): 

  

The Health Advisor client monitors the AR System server from version 7.5.00 or 
higher, and supports all operating system versions supported by version 7.5.00 
or higher. 

  

-David J. Easter 

Manager of Product Management, AR System 

BSM & Atrium Solutions Management 

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 Mohan Panchangmath 
Sent: Thursday, August 02, 2012 1:36 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: Introducing BMC Remedy Health Advisor utility 

  

** 



Hello David, 


  


Thanks ! Is this utility compatible with ARS 7.1?   I checked the docs but 
doesnt specifically mention with what version of ARS it is compatible with. 


  


  


Thanks, 


Mohan 


  




From: "Easter, David"  
To: arslist@ARSLIST.ORG 
Sent: Monday, July 30, 2012 7:33 PM 
Subject: ADV: Introducing BMC Remedy Health Advisor utility 

  


** 



It is challenging to monitor in-house BMC Remedy Action Request System servers 
and an AR System based application infrastructure that is supporting critical 
business services. To help, BMC is making the BMC Remedy Health Advisor 
application available as an unsupported utility. 


This solution consists of: 

1. BMC Remedy Health Advisor Server Application - to be deployed on a 
central BMC Remedy AR Server 
2. BMC Remedy Health Advisor Client Creator - used to create the " BMC 
Remedy Health Advisor Client " to be deployed on the AR System Server which 
needs to be monitored 




BMC Remedy Health Advisor application is designed to enable on-premise support 
personnel or a service provider offering managed services to actively monitor 
the different aspects of the AR System infrastructure and proactively be able 
to prevent the issues affecting the underlying business services. 

This solution enables a service provider to monitor AR System infrastructure of 
each instance or end-customer from one single location and also provides the 
ability to the end-customer to control what a service provider should monitor. 

Key features of this solution are as listed below: 

* Monitoring AR System Server 
* Monitoring AR System Server configuration 
* Monitoring AR System Server error log 
* Collecting AR System Server License Usage 
* Collecting AR System Server "Server Statistics" 
* Collecting Form Entry counts 
* Sending Alert Notification 
* Stopping and Starting AR System Server 
* Integration with BMC ITSM Incident Management application 
* Report generation 




For detailed information about the architecture, installation, creating a 
client or on-boarding a customer; please refer to the available 
documentation. 

BMC has taken commercially reasonable efforts to ensure the quality of this 
solution and has tested for reasonable period before making this available for 
wider consumption as an unsupported application. As an unsupported utility, 
best effort will be provided via the BMC Communities to address questions or 
issues regarding the utili

Re: RGB

[pritch]

That's RG (version)III

- Original Message -
From: "Pat Zandi" 
To: arslist@ARSLIST.ORG
Sent: Thursday, August 2, 2012 4:18:03 PM
Subject: Re: RGB

** 
Does he play for redskins? Lol 

Sent from my iPhone 

On Aug 2, 2012, at 15:32, "Brittain, Mark" < mbritt...@navisite.com > wrote: 





** 


HI All, 

  

Does anyone know the RGB values for the standard lime green and blue colors on 
the forms? 

  

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 

  

This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited. 
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG12 
www.wwrug.com ARSlist: "Where the Answers Are"_

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

Re: Introducing BMC Remedy Health Advisor utility

[pritch]

So it monitors AR System Server 7.5, but you need 7.6.04 installed to run it?  
I know I'm not a smart man, but I find that a bit confusing.

- Original Message -
From: "David Easter" 
To: arslist@ARSLIST.ORG
Sent: Thursday, August 2, 2012 4:44:08 PM
Subject: Re: Introducing BMC Remedy Health Advisor utility

** 


Ø   I checked the docs but doesnt specifically mention with what version of ARS 
it is compatible with. 

  

Yes it does.  From the documentation (Page 26): 

  

Prerequisites 

The following are required to install the Health Advisor application: 

[…] 

„ BMC Remedy AR System Server 7.6.04 

„ BMC Remedy IT Service Management 7.6.04 

  

and (Page 36): 

  

The Health Advisor client monitors the AR System server from version 7.5.00 or 
higher, and supports all operating system versions supported by version 7.5.00 
or higher. 

  

-David J. Easter 

Manager of Product Management, AR System 

BSM & Atrium Solutions Management 

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 Mohan Panchangmath 
Sent: Thursday, August 02, 2012 1:36 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: Introducing BMC Remedy Health Advisor utility 

  

** 



Hello David, 


  


Thanks ! Is this utility compatible with ARS 7.1?   I checked the docs but 
doesnt specifically mention with what version of ARS it is compatible with. 


  


  


Thanks, 


Mohan 


  




From: "Easter, David"  
To: arslist@ARSLIST.ORG 
Sent: Monday, July 30, 2012 7:33 PM 
Subject: ADV: Introducing BMC Remedy Health Advisor utility 

  


** 



It is challenging to monitor in-house BMC Remedy Action Request System servers 
and an AR System based application infrastructure that is supporting critical 
business services. To help, BMC is making the BMC Remedy Health Advisor 
application available as an unsupported utility. 


This solution consists of: 

1. BMC Remedy Health Advisor Server Application - to be deployed on a 
central BMC Remedy AR Server 
2. BMC Remedy Health Advisor Client Creator - used to create the " BMC 
Remedy Health Advisor Client " to be deployed on the AR System Server which 
needs to be monitored 




BMC Remedy Health Advisor application is designed to enable on-premise support 
personnel or a service provider offering managed services to actively monitor 
the different aspects of the AR System infrastructure and proactively be able 
to prevent the issues affecting the underlying business services. 

This solution enables a service provider to monitor AR System infrastructure of 
each instance or end-customer from one single location and also provides the 
ability to the end-customer to control what a service provider should monitor. 

Key features of this solution are as listed below: 

* Monitoring AR System Server 
* Monitoring AR System Server configuration 
* Monitoring AR System Server error log 
* Collecting AR System Server License Usage 
* Collecting AR System Server "Server Statistics" 
* Collecting Form Entry counts 
* Sending Alert Notification 
* Stopping and Starting AR System Server 
* Integration with BMC ITSM Incident Management application 
* Report generation 




For detailed information about the architecture, installation, creating a 
client or on-boarding a customer; please refer to the available 
documentation. 

BMC has taken commercially reasonable efforts to ensure the quality of this 
solution and has tested for reasonable period before making this available for 
wider consumption as an unsupported application. As an unsupported utility, 
best effort will be provided via the BMC Communities to address questions or 
issues regarding the utility.  BMC Support will not accept issues regarding 
this utility . 

We are looking forward for your comments and suggestions about this utility.  
Feedback will be used to influence future versions of the BMC Health Advisor as 
well as potentially drive this functionality into supported solutions. 

To download BMC Remedy Health Advisor please visit the BMC Communities.  You 
will need a BMC Communities account to access the document and utility.  A BMC 
Communities account does not require a Support ID or maintenance contact with 
BMC, however, and is available at no charge. 


  


-David J. Easter 


Manager of Product Management, AR System 


BSM & Atrium Solutions Management 


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 

Re: Introducing BMC Remedy Health Advisor utility

[Easter, David]

Ø  I checked the docs but doesnt specifically mention with what version of ARS 
it is compatible with.

Yes it does.  From the documentation (Page 26):

Prerequisites
The following are required to install the Health Advisor application:
[…]
􀂄 BMC Remedy AR System Server 7.6.04
􀂄 BMC Remedy IT Service Management 7.6.04

and (Page 36):

The Health Advisor client monitors the AR System server from version 7.5.00 or 
higher, and supports all operating system versions supported by version 7.5.00 
or higher.

-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
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 Mohan Panchangmath
Sent: Thursday, August 02, 2012 1:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Introducing BMC Remedy Health Advisor utility

**
Hello David,

Thanks ! Is this utility compatible with ARS 7.1?   I checked the docs but 
doesnt specifically mention with what version of ARS it is compatible with.


Thanks,
Mohan

From: "Easter, David" 
To: arslist@ARSLIST.ORG
Sent: Monday, July 30, 2012 7:33 PM
Subject: ADV: Introducing BMC Remedy Health Advisor utility

**
It is challenging to monitor in-house BMC Remedy Action Request System servers 
and an AR System based application infrastructure that is supporting critical 
business services. To help, BMC is making the BMC Remedy Health Advisor 
application available as an unsupported utility.
This solution consists of:

 1.  BMC Remedy Health Advisor Server Application - to be deployed on a central 
BMC Remedy AR Server
 2.  BMC Remedy Health Advisor Client Creator - used to create the "BMC Remedy 
Health Advisor Client" to be deployed on the AR System Server which needs to be 
monitored
BMC Remedy Health Advisor application is designed to enable on-premise support 
personnel or a service provider offering managed services to actively monitor 
the different aspects of the AR System infrastructure and proactively be able 
to prevent the issues affecting the underlying business services.
This solution enables a service provider to monitor AR System infrastructure of 
each instance or end-customer from one single location and also provides the 
ability to the end-customer to control what a service provider should monitor.
Key features of this solution are as listed below:

 *   Monitoring AR System Server
 *   Monitoring AR System Server configuration
 *   Monitoring AR System Server error log
 *   Collecting AR System Server License Usage
 *   Collecting AR System Server "Server Statistics"
 *   Collecting Form Entry counts
 *   Sending Alert Notification
 *   Stopping and Starting AR System Server
 *   Integration with BMC ITSM Incident Management application
 *   Report generation
For detailed information about the architecture, installation, creating a 
client or on-boarding a customer; please refer to the available documentation.
BMC has taken commercially reasonable efforts to ensure the quality of this 
solution and has tested for reasonable period before making this available for 
wider consumption as an unsupported application. As an unsupported utility, 
best effort will be provided via the BMC Communities to address questions or 
issues regarding the utility.  BMC Support will not accept issues regarding 
this utility.
We are looking forward for your comments and suggestions about this utility.  
Feedback will be used to influence future versions of the BMC Health Advisor as 
well as potentially drive this functionality into supported solutions.
To download BMC Remedy Health 
Advisor please visit 
the BMC Communities.  You will need a BMC Communities account to access the 
document and utility.  A BMC Communities account does not require a Support ID 
or maintenance contact with BMC, however, and is available at no charge.

-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
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.

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

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

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

overlays - something I just learned regarding references to the overlay

[Goodall, Andrew C]

Heads up - so you avoid my frustration.

 

So I added a custom value to an OOTB change field 'Change Type' I added
it to the Chg:Infrastructure Change and CHG:Template, thought I was good
to go - but no.

 

My new change type was not showing up in the template selection even
though the record was showing in the row and the record in CHG:Template
showed it has the new value applied.

 

Apparently any join form that references that field will read the base
form and not the overlay unless that join form is also an overlay, and
every view the field is on, and obviously the field itself.

 

Arh!

 

J

 

Regards,

 

Andrew C. Goodall

Software Engineer

Development Services

ago...@jcpenney.com

jcpenney

6501 Legacy Drive

Plano, TX 75024

jcp.com

 

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

___
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attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Re: ADV: Introducing BMC Remedy Health Advisor utility

[Mohan Panchangmath]

Hello David, 
 
Thanks ! Is this utility compatible with ARS 7.1?   I checked the docs but 
doesnt specifically mention with what version of ARS it is compatible with. 
 
 
Thanks,
Mohan



From: "Easter, David" 
To: arslist@ARSLIST.ORG 
Sent: Monday, July 30, 2012 7:33 PM
Subject: ADV: Introducing BMC Remedy Health Advisor utility


** 
It is challenging to monitor in-house BMC Remedy Action Request System servers 
and an AR System based application infrastructure that is supporting critical 
business services. To help, BMC is making the BMC Remedy Health Advisor 
application available as an unsupportedutility.
This solution consists of:
1. BMC Remedy Health Advisor Server Application - to be deployed on a 
central BMC Remedy AR Server
2. BMC Remedy Health Advisor Client Creator - used to create the "BMC 
Remedy Health Advisor Client" to be deployed on the AR System Server which 
needs to be monitored
BMC Remedy Health Advisor application is designed to enable on-premise support 
personnel or a service provider offering managed services to actively monitor 
the different aspects of the AR System infrastructure and proactively be able 
to prevent the issues affecting the underlying business services.
This solution enables a service provider to monitor AR System infrastructure of 
each instance or end-customer from one single location and also provides the 
ability to the end-customer to control what a service provider should monitor.
Key features of this solution are as listed below:
* Monitoring AR System Server
* Monitoring AR System Server configuration
* Monitoring AR System Server error log
* Collecting AR System Server License Usage
* Collecting AR System Server "Server Statistics"
* Collecting Form Entry counts
* Sending Alert Notification
* Stopping and Starting AR System Server
* Integration with BMC ITSM Incident Management application
* Report generation
For detailed information about the architecture, installation, creating a 
client or on-boarding a customer; please refer to the available documentation.
BMC has taken commercially reasonable efforts to ensure the quality of this 
solution and has tested for reasonable period before making this available for 
wider consumption as an unsupported application. As an unsupported utility, 
best effort will be provided via the BMC Communities to address questions or 
issues regarding the utility.  BMC Support will not accept issues regarding 
this utility.
We are looking forward for your comments and suggestions about this utility.  
Feedback will be used to influence future versions of the BMC Health Advisor as 
well as potentially drive this functionality into supported solutions.
To download BMC Remedy Health Advisor please visit the BMC Communities.  You 
will need a BMC Communities account to access the document and utility.  A BMC 
Communities account does not require a Support ID or maintenance contact with 
BMC, however, and is available at no charge.
 
-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
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.
 _attend WWRUG12 http://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: Caught Exception Object Expected - 7.6.04 Mid-tier

[Joe Martin D'Souza]

If it does not work on IE as well on a supported version, then was it ever 
working? If so any updates to the Java libraries?

Joe

From: Ortega, Jesus A 
Sent: Thursday, August 02, 2012 4:12 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier

** 
Yes, we are using IE 8 as our main browser. I just ran the diagnostic in 
Firefox to get more information on the error. 

As usual, BMC support is of no help. I had our support org escalate it as a 
high incident and all I hear is crickets from BMC land.

 

Jesus Ortega

Senior II, Implementation Engineer 

LyondellBasell Industries

Office: 713 309-4914

Cell:281 546-0735

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, August 02, 2012 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier

 

** 

 

My first immediate question to you would be did you try this on an officially 
supported browser IE on an officially supported version?

 

Firefox is not one of the officially supported browser, so though most things 
work on FireFox or Safari or Chrome, if something does not work, I would try it 
on a supported version of IE before deeming it to be a problem. If it’s a 
problem there too, then yes further investigate. If not then it may just be one 
of those exceptions that are not supported on non IE browsers..

 

Personally I like Chrome and then FireFox too, but when I encounter a problem, 
I attempt reproducing it on IE.. If it cannot be reproduced on IE, then 
technically you do not have much of a case, you could try bringing it up with 
BMC Support, but there is no guarantee they would consider it as a priority 
issue..

 

Joe

 

From: Ortega, Jesus A 

Sent: Thursday, August 02, 2012 3:38 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Caught Exception Object Expected - 7.6.04 Mid-tier

 

** 

Greetings ARSListers,

 

I really don’t like bothering everyone on the list with questions of this type, 
but I need some help. First of all I have a 7.6.04 ARsystem \ITSM SP2 system 
and have Mid-tier 7.6.0 SP3. . I am running a load balanced, server grouped  
environment on Windows 2008 R2, and Tomcat 6, 64-bit, 2 midtiers, 2 app 
servers. 

 

In the past few days I have been getting a steady stream of complaints from my 
clients regarding an error when they are searching changes. They will go to 
Applications menu\Change Management\Search Change and when the change form 
opens and they search, they get “Caught Exception : Object Expected” . This 
only happens to a few people, not everyone, but it is consistent. I have tried 
to flush the mid-tier cache, manually delete Tomcat and Mid-tier cache, and I 
got rid of the Viewstat.dat file. One customer that has the issue can go to any 
machine and the issue follows her. I can hard code her password and log into my 
desktop and it will happen to me. 

 

We turned on logging in Firefox and captured the following error. It seems to 
point at ClientCore.js. I have a suspicion that this is cache related, perhaps 
eCache related. Your help would be appreciated.

 

Caught exception 
http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
 - TypeError:

 

q is not a function... AT:

 

MarshallArgs@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

FormAction_GenericApply@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

ARACTCommit@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/forms/ideliverapp/CHG:Infrastructure%20Change/Best%20Practice%20View/form.js/37a779c4.js?format=html:993

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

ARRunGoto@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

ExecuteWorkflow@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

WorkflowContext@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.0

Re: Caught Exception Object Expected - 7.6.04 Mid-tier

[Cecil, Ken]

I’d suggest using Fiddler2 (http://www.fiddler2.com) to capture the http 
information.

Capture it on a machine with the error and one without making sure to use the 
same browser version on each capture (to rule out browser differences and make 
sure you get the same versions of javascript files). (or logged in as the user 
that always gets the error and then a user that does not.)

Review the details carefully and see what is happening differently between 
working and error.  It will be revealing.

I our case we found out that some machines were getting incomplete copies of 
the core javascript files. It turned out to be a Riverbed appliance on the WAN 
that was caching http sessions. When we disabled that appliance from caching 
anything coming from the Mid Tier all was well again.

Also a trick you can try for that user that is always getting the issue is to 
change something substantial on her account. (like group membership or ITSM 
access role) then log in and try it again. The changes tend to force some sort 
of re-cache on the mid tier it seems.

Ken Cecil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A
Sent: Thursday, August 02, 2012 4:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier

**
Yes, we are using IE 8 as our main browser. I just ran the diagnostic in 
Firefox to get more information on the error.
As usual, BMC support is of no help. I had our support org escalate it as a 
high incident and all I hear is crickets from BMC land.

Jesus Ortega
Senior II, Implementation Engineer
LyondellBasell Industries
Office: 713 309-4914
Cell:281 546-0735

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, August 02, 2012 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier

**

My first immediate question to you would be did you try this on an officially 
supported browser IE on an officially supported version?

Firefox is not one of the officially supported browser, so though most things 
work on FireFox or Safari or Chrome, if something does not work, I would try it 
on a supported version of IE before deeming it to be a problem. If it’s a 
problem there too, then yes further investigate. If not then it may just be one 
of those exceptions that are not supported on non IE browsers..

Personally I like Chrome and then FireFox too, but when I encounter a problem, 
I attempt reproducing it on IE.. If it cannot be reproduced on IE, then 
technically you do not have much of a case, you could try bringing it up with 
BMC Support, but there is no guarantee they would consider it as a priority 
issue..

Joe

From: Ortega, Jesus A
Sent: Thursday, August 02, 2012 3:38 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Caught Exception Object Expected - 7.6.04 Mid-tier

**
Greetings ARSListers,

I really don’t like bothering everyone on the list with questions of this type, 
but I need some help. First of all I have a 7.6.04 ARsystem \ITSM SP2 system 
and have Mid-tier 7.6.0 SP3. . I am running a load balanced, server grouped  
environment on Windows 2008 R2, and Tomcat 6, 64-bit, 2 midtiers, 2 app servers.

In the past few days I have been getting a steady stream of complaints from my 
clients regarding an error when they are searching changes. They will go to 
Applications menu\Change Management\Search Change and when the change form 
opens and they search, they get “Caught Exception : Object Expected” . This 
only happens to a few people, not everyone, but it is consistent. I have tried 
to flush the mid-tier cache, manually delete Tomcat and Mid-tier cache, and I 
got rid of the Viewstat.dat file. One customer that has the issue can go to any 
machine and the issue follows her. I can hard code her password and log into my 
desktop and it will happen to me.

We turned on logging in Firefox and captured the following error. It seems to 
point at ClientCore.js. I have a suspicion that this is cache related, perhaps 
eCache related. Your help would be appreciated.

Caught exception 
http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
 - TypeError:

q is not a function... AT:

MarshallArgs@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3

Re: RGB

[Pat Zandi]

Does he play for redskins? Lol

Sent from my iPhone

On Aug 2, 2012, at 15:32, "Brittain, Mark"  wrote:

> **
> HI All,
>  
> Does anyone know the RGB values for the standard lime green and blue colors 
> on the forms?
>  
> 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
>  
> 
> This e-mail is the property of NaviSite, Inc. It is intended only for the 
> person or entity to which it is addressed and may contain information that is 
> privileged, confidential, or otherwise protected from disclosure. 
> Distribution or copying of this e-mail, or the information contained herein, 
> to anyone other than the intended recipient is prohibited.
> _attend WWRUG12 www.wwrug.com  ARSlist: "Where the Answers Are"_

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Re: Caught Exception Object Expected - 7.6.04 Mid-tier

[Ortega, Jesus A]

Yes, we are using IE 8 as our main browser. I just ran the diagnostic in 
Firefox to get more information on the error.
As usual, BMC support is of no help. I had our support org escalate it as a 
high incident and all I hear is crickets from BMC land.

Jesus Ortega
Senior II, Implementation Engineer
LyondellBasell Industries
Office: 713 309-4914
Cell:281 546-0735

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, August 02, 2012 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier

**

My first immediate question to you would be did you try this on an officially 
supported browser IE on an officially supported version?

Firefox is not one of the officially supported browser, so though most things 
work on FireFox or Safari or Chrome, if something does not work, I would try it 
on a supported version of IE before deeming it to be a problem. If it’s a 
problem there too, then yes further investigate. If not then it may just be one 
of those exceptions that are not supported on non IE browsers..

Personally I like Chrome and then FireFox too, but when I encounter a problem, 
I attempt reproducing it on IE.. If it cannot be reproduced on IE, then 
technically you do not have much of a case, you could try bringing it up with 
BMC Support, but there is no guarantee they would consider it as a priority 
issue..

Joe

From: Ortega, Jesus A
Sent: Thursday, August 02, 2012 3:38 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Caught Exception Object Expected - 7.6.04 Mid-tier

**
Greetings ARSListers,

I really don’t like bothering everyone on the list with questions of this type, 
but I need some help. First of all I have a 7.6.04 ARsystem \ITSM SP2 system 
and have Mid-tier 7.6.0 SP3. . I am running a load balanced, server grouped  
environment on Windows 2008 R2, and Tomcat 6, 64-bit, 2 midtiers, 2 app servers.

In the past few days I have been getting a steady stream of complaints from my 
clients regarding an error when they are searching changes. They will go to 
Applications menu\Change Management\Search Change and when the change form 
opens and they search, they get “Caught Exception : Object Expected” . This 
only happens to a few people, not everyone, but it is consistent. I have tried 
to flush the mid-tier cache, manually delete Tomcat and Mid-tier cache, and I 
got rid of the Viewstat.dat file. One customer that has the issue can go to any 
machine and the issue follows her. I can hard code her password and log into my 
desktop and it will happen to me.

We turned on logging in Firefox and captured the following error. It seems to 
point at ClientCore.js. I have a suspicion that this is cache related, perhaps 
eCache related. Your help would be appreciated.

Caught exception 
http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
 - TypeError:

q is not a function... AT:

MarshallArgs@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
FormAction_GenericApply@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
ARACTCommit@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/forms/ideliverapp/CHG:Infrastructure%20Change/Best%20Practice%20View/form.js/37a779c4.js?format=html:993
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
ARRunGoto@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
ExecuteWorkflow@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/ar

Re: RGB

[Goodall, Andrew C]

Do you mean the ITSM forms background?

 

212,223,229

 

 

Regards,

 

Andrew C. Goodall

Software Engineer

Development Services

ago...@jcpenney.com

jcpenney

6501 Legacy Drive

Plano, TX 75024

jcp.com

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@arslist.org] On Behalf Of Brittain, Mark
Sent: Thursday, August 02, 2012 2:32 PM
To: arslist@arslist.org
Subject: RGB

 

** 

HI All,

 

Does anyone know the RGB values for the standard lime green and blue
colors on the forms?

 

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

 

 



This e-mail is the property of NaviSite, Inc. It is intended only for
the person or entity to which it is addressed and may contain
information that is privileged, confidential, or otherwise protected
from disclosure. Distribution or copying of this e-mail, or the
information contained herein, to anyone other than the intended
recipient is prohibited.

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

The information transmitted is intended 
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Re: Caught Exception Object Expected - 7.6.04 Mid-tier

[Joe Martin D'Souza]

My first immediate question to you would be did you try this on an officially 
supported browser IE on an officially supported version?

Firefox is not one of the officially supported browser, so though most things 
work on FireFox or Safari or Chrome, if something does not work, I would try it 
on a supported version of IE before deeming it to be a problem. If it’s a 
problem there too, then yes further investigate. If not then it may just be one 
of those exceptions that are not supported on non IE browsers..

Personally I like Chrome and then FireFox too, but when I encounter a problem, 
I attempt reproducing it on IE.. If it cannot be reproduced on IE, then 
technically you do not have much of a case, you could try bringing it up with 
BMC Support, but there is no guarantee they would consider it as a priority 
issue..

Joe

From: Ortega, Jesus A 
Sent: Thursday, August 02, 2012 3:38 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Caught Exception Object Expected - 7.6.04 Mid-tier

** 
Greetings ARSListers,

 

I really don’t like bothering everyone on the list with questions of this type, 
but I need some help. First of all I have a 7.6.04 ARsystem \ITSM SP2 system 
and have Mid-tier 7.6.0 SP3. . I am running a load balanced, server grouped  
environment on Windows 2008 R2, and Tomcat 6, 64-bit, 2 midtiers, 2 app 
servers. 

 

In the past few days I have been getting a steady stream of complaints from my 
clients regarding an error when they are searching changes. They will go to 
Applications menu\Change Management\Search Change and when the change form 
opens and they search, they get “Caught Exception : Object Expected” . This 
only happens to a few people, not everyone, but it is consistent. I have tried 
to flush the mid-tier cache, manually delete Tomcat and Mid-tier cache, and I 
got rid of the Viewstat.dat file. One customer that has the issue can go to any 
machine and the issue follows her. I can hard code her password and log into my 
desktop and it will happen to me. 

 

We turned on logging in Firefox and captured the following error. It seems to 
point at ClientCore.js. I have a suspicion that this is cache related, perhaps 
eCache related. Your help would be appreciated.

 

Caught exception 
http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
 - TypeError:

 

q is not a function... AT:

 

MarshallArgs@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

FormAction_GenericApply@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

ARACTCommit@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/forms/ideliverapp/CHG:Infrastructure%20Change/Best%20Practice%20View/form.js/37a779c4.js?format=html:993

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

ARRunGoto@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

ExecuteWorkflow@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

WorkflowContext@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11

@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11


 

 

Jesus Ortega

Senior II, Implementation Engineer 

LyondellBasell Industries

Office: 713 309-4914

Cell:281 546-0735

 


Information contained in this email is subject to the disclaimer found by 
clicking on the following link: 
http://www.lyondellbasell.com/Footer/Disclaimer/ _attend WWRUG12 www.wwrug.com 
ARSlist: "Where the Answers Are"_

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Re: Application List 7.6.4

[Joe Martin D'Souza]

This is something that has intrigued me for a while too but since it was not a 
deal breaker I had never really got to the bottom of it..

What is even more strange is that sometimes the order of the Application List 
in the Mid Tier does not match the order in the fat client (pre 7.6.04).

Joe

From: Pargeter, Christie :CO IS 
Sent: Thursday, August 02, 2012 2:44 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Application List 7.6.4

** 
Hi All – I have started working on our upgrade from ITSM 7.0.3 to ITSM 7.6.4.  
One thing that struck me was that the Application List was no longer 
alphabetically and almost seemed random on the order.  Does anyone know if the 
order is something that I can configure/change?

 

 





Christie Pargeter 
Legacy Health 

IS - Programming

SR Technical Analyst

cparge...@lhs.org 

1120 Building 
 
  tel: 503-415-5149
 

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Caught Exception Object Expected - 7.6.04 Mid-tier

[Ortega, Jesus A]

Greetings ARSListers,

I really don't like bothering everyone on the list with questions of this type, 
but I need some help. First of all I have a 7.6.04 ARsystem \ITSM SP2 system 
and have Mid-tier 7.6.0 SP3. . I am running a load balanced, server grouped  
environment on Windows 2008 R2, and Tomcat 6, 64-bit, 2 midtiers, 2 app servers.

In the past few days I have been getting a steady stream of complaints from my 
clients regarding an error when they are searching changes. They will go to 
Applications menu\Change Management\Search Change and when the change form 
opens and they search, they get "Caught Exception : Object Expected" . This 
only happens to a few people, not everyone, but it is consistent. I have tried 
to flush the mid-tier cache, manually delete Tomcat and Mid-tier cache, and I 
got rid of the Viewstat.dat file. One customer that has the issue can go to any 
machine and the issue follows her. I can hard code her password and log into my 
desktop and it will happen to me.

We turned on logging in Firefox and captured the following error. It seems to 
point at ClientCore.js. I have a suspicion that this is cache related, perhaps 
eCache related. Your help would be appreciated.

Caught exception 
http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
 - TypeError:

q is not a function... AT:

MarshallArgs@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
FormAction_GenericApply@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
ARACTCommit@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/forms/ideliverapp/CHG:Infrastructure%20Change/Best%20Practice%20View/form.js/37a779c4.js?format=html:993
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
ARRunGoto@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
ExecuteWorkflow@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
WorkflowContext@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11
@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11


Jesus Ortega
Senior II, Implementation Engineer
LyondellBasell Industries
Office: 713 309-4914
Cell:281 546-0735





Information contained in this email is subject to the disclaimer found by 
clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/


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Re: RGB

[Joe Martin D'Souza]

Take a screen shot, open the screenshot in MS-Paint, and use the color picker 
tool, which will tell you these values,, That’s what I do to match colors when 
developing since I’m pretty anal about asthetics...

Joe

From: Brittain, Mark 
Sent: Thursday, August 02, 2012 3:32 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: RGB

** 
HI All,

 

Does anyone know the RGB values for the standard lime green and blue colors on 
the forms?

 

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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RGB

[Brittain, Mark]

HI All,

Does anyone know the RGB values for the standard lime green and blue colors on 
the forms?

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



This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.

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WWRUG12 - Sessions

[Susan Palmer]

Wow ... just received an email regarding the scheduled tutorials which is
great.  But even greater was the link to the list of sessions to be offered
during the conference.  I know we've received updates but when you peruse
through the full list you wonder how am I going to get to all the ones that
interest me?

What a great list of offerings!!http://www.wwrug12.com/breakouts.html

Thanks Jason Miller for making sure the Tips/Tricks of Dev Studio is on the
agenda!  Looking forward to seeing everyone there!

Susan

Susan Palmer
ShopperTrak
200 W Monroe St 11th Floor
Chicago, IL  60606
312-529-5325
spal...@shoppertrak.com

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Application List 7.6.4

[Pargeter, Christie :CO IS]

Hi All - I have started working on our upgrade from ITSM 7.0.3 to ITSM
7.6.4.  One thing that struck me was that the Application List was no
longer alphabetically and almost seemed random on the order.  Does
anyone know if the order is something that I can configure/change?

 

 




Christie Pargeter 
Legacy Health 

IS - Programming

SR Technical Analyst

cparge...@lhs.org  

  1120 Building 

tel: 503-415-5149

 


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Re: Can SRM 7.6.3 standlone on separate server?

[Tauf Chowdhury]

The pre-reqs for SRM is CMDB and AR so you would really be over
complicating things for yourself.

Sent from my iPhone

On Aug 2, 2012, at 2:26 PM, T Wang  wrote:

> **
> Hi List
>
> Want to know if we can stand SRM 7.6.3 alone on separate server and have it 
> push data to Remedy or does it need to be on Remedy box?
>
> Thanks
> _attend WWRUG12 www.wwrug.com  ARSlist: "Where the Answers Are"_

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Can SRM 7.6.3 standlone on separate server?

[T Wang]

Hi List

Want to know if we can stand SRM 7.6.3 alone on separate server and have it
push data to Remedy or does it need to be on Remedy box?

Thanks

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Re: OOTB CMDB class for storing customers

[Thad Esser]

Note to self:  Look, then ask.  This time I asked, then looked.

I found it in the 7.6.04 CMDB HTML help files.

"Class that stores information about a collection of users (persons) who
consume business services. Typically, the users are external to the
organization or they cross organizational boundaries. While BMC_Role and
BMC_Organization CIs represent official designations within your business,
CIs that you populate within the BMC_UserCommunity class can be more
informal. For example, you might group internet users in this class to
represent a broad audience. *The BMC_UserCommunity class will be deprecated
in a future release. *You should instead use BMC_Organization or
BMC_ConcreteCollection to model users who consume business services. The
BMC_UserCommunity class has no corresponding DMTF CIM class."

Thanks,
Thad

On Thu, Aug 2, 2012 at 10:20 AM, Thad Esser  wrote:

> Hi,
>
> In this message you mention that the BMC_UserCommunity class is going to
> be deprecated.  Can you point me to where this is documented?
>
> I have a user that is wanting to start using that class and I remembered
> this email.  Figured I'd better verify that before recommending different
> solutions.
>
> Thanks,
> Thad
>
>  On Wed, Jul 18, 2012 at 3:56 PM, patchsk  wrote:
>
>> ** The company I work has several products that customers(external
>> companies) subscribe to those products.
>> And each external company has a few predefined  people that we send
>> notifications when any of the products are down due to maintenance.
>> So it is important for us to know the customers going to be impacted by
>> any maintenance during the planning stage.
>> I am trying to model this in CMDB.
>> I think I can store people info in BMC_Person class(or I do not even need
>> this info in CMDB I can federate it)
>> Product info in BMC_Product class.
>> I am unable to figure out an OOTB class to store customer(external
>> companies) information.
>> I looked at
>> BMC:Organization -- but it seems like it is used to store individual
>> business units with in the company.
>> BMC_UserCommunity -- it is going to be deprecated so do not want to use
>> this class.
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>

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Re: Configuring companies and multi-tenancy

[Brian Pancia]

One way we have gotten around some of these issues was to create a Global
Company, separate from the OOB Global Company.  We use this group for
global services.  You can also setup Parent/Child companies that will limit
the number of companies being pushed to the permission fields.  We were
running into a lot of issues once we passed I believe 20 companies.
Anything under that worked fine.  Anything over we had to start making some
changes on the backend.  The Services CI is definitely a huge creator of
the problems, which is what I'm sure you are seeing in SRM.  Getting the
Parent/Child functionality to work is not a small task.  However, it is not
overly difficult.  This way you keep your groups associated to service
fairly small and should have no issues with the OOB functionality.



On Thu, Aug 2, 2012 at 11:09 AM, Terry Bootsma wrote:

> ** **
> To expand on Carl's note below, I've also used this approach for Service
> Request Definitions.
>
> But beware, with a large number of companies, the Field 112 on the SRD has
> a limitation of 255 chars.  There is also the issue of updating each SRD
> every time a new company comes on board.
>
> To alleviate this, consider creating a Computed Group in the Group form
> that has it's definition include all the GroupIDs of the companies as an
> "OR" qualfication.  Then, include this single Computed Group name in each
> SRD's field 112 ( You can get access to this field via the Form "Service
> Request Definition Base").
>
> Using this approach, each time you add a new Company, all you need to do
> is update the Computed Group definition in the Group Form and, voila,  the
> Company has access to all SRDs.  (of course, when you update the Group
> schema, the server re-caches, but you would have gotten this when you
> created the Company anyway).  If you use Entitlements, you will also have
> to manage this as well, but there are People Qualifications that you can
> use to make this easier.
>
> Hope this helps...
>
> Terry
>
>
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Carl Wilson
>
> *Sent:* Thursday, August 02, 2012 5:12 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Configuring companies and multi-tenancy
>
>  **
>
> Hi Tauf,
>
> although this is true, a Global SRD cannot have a template, you can
> configure the base SRD form to display by updating field 112 to the Group
> ID's for the required Companies or make it Public so that all users can see.
> 
>
> This way you can create a normal Template based SRD and expose it outside
> the Company it was setup for.  It is a workaround that is done via
> configuration though, not customisation.
>
> ** **
>
> Cheers
>
> Carl
>
> ** **
>
> http://www.missingpiecessoftware.com/
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Tauf Chowdhury
> *Sent:* 02 August 2012 10:03
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Configuring companies and multi-tenancy
>
> ** **
>
> ** 
>
> Brian,
>
> The one thing I've had trouble with is SRM. There is a limitation there I
> believe in that a Global AOT can't have application templates associated to
> it because they are company specific. So, all the fields would have to be
> mapped manually. This adds major admin overhead if configuring services
> that would be global and available to more than one "sub-company."
>
> Just one more thing to look out for.
>
> Sent from my iPhone
>
>
> On Aug 2, 2012, at 2:28 AM, Brian Pancia  wrote:
>
>  ** 
>
> Jose,
>
>  
>
> I have setup systems with well over 100 companies.  One thing to look out
> for is there is a limitation on your access fields on CIs.  Depending on
> the number of companies and how many companies use a Service you may need
> to change a couple fields to get things to work.
>
>  
>
> If you look at your org, you are probably split into multiple branches
> that have multiple divisions under them.  You can setup a Parent Company
> for each branch and have a Child Company for each division.  IT may be one
> branch, possibly the OCIO, with multiple divisions (Net Ops, Security, Data
> Center, etc.).  Each division in IT may have multiple support groups that
> support one or more branches/divisions throughout the organization.
> Support Groups can support multiple companies.  So let’s say you have a
> Company Data Center, which is a division under the OCIO.  The Data Center
> company has a Support Group Server Administrators under it.  Server
> Administrators can support multiple divisions/companies.  Now you have
> Server Sam that is a server guru for your HR Division/Company.  You can
> give Server Sam permission to the HR Division only and they would only see
> the HR tickets for the Server Administrators.  The problem is that since
> Server Sam now has rights to the HR Division he will see all HR Div

Re: OOTB CMDB class for storing customers

[Thad Esser]

Hi,

In this message you mention that the BMC_UserCommunity class is going to be
deprecated.  Can you point me to where this is documented?

I have a user that is wanting to start using that class and I remembered
this email.  Figured I'd better verify that before recommending different
solutions.

Thanks,
Thad

On Wed, Jul 18, 2012 at 3:56 PM, patchsk  wrote:

> ** The company I work has several products that customers(external
> companies) subscribe to those products.
> And each external company has a few predefined  people that we send
> notifications when any of the products are down due to maintenance.
> So it is important for us to know the customers going to be impacted by
> any maintenance during the planning stage.
> I am trying to model this in CMDB.
> I think I can store people info in BMC_Person class(or I do not even need
> this info in CMDB I can federate it)
> Product info in BMC_Product class.
> I am unable to figure out an OOTB class to store customer(external
> companies) information.
> I looked at
> BMC:Organization -- but it seems like it is used to store individual
> business units with in the company.
> BMC_UserCommunity -- it is going to be deprecated so do not want to use
> this class.
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Timeout in Remedy - ARS 7.1

[ITSM.Support]

Hi,

 

There can be multiple ways to troubleshoot it

1.   Enable AeTrace logging, to determine what work it is performing
when it stops. If it is processing an entry from the Application Pending
form, you can export that entry to an ARX file, then delete it, and
determine if it was just one record which was causing the problem

AE-Trace: ON   

AE-Trace-File: //AeTrace.log

AE-Log-File: //ae.log

AE-Log: ON

Note: These log quickly grow large which will impact AR
Server performance



2.   Check whether the Dispatcher process is running. The server process
is named apsvcdsp, and   should be run from armonitor. Enable the dispatch
logging by adding a line to ar.cfg/ar.conf:
Dispatch-Log-File: /dispatch.log and run the Dispatcher manually.

Also, there is one Known Assignment Engine Defect

SW00318890 - "Assignment Engine crashes if there are records in Application
Pending that use an Inactive Process"

Workaround:  Leave all "out of the box" ITSM 7.x Assignment Engine Processes
as Active from Assignment Engine Administration. If you want to turn off
automatic individual assignment, then use the Application Administration
Console to configure the various applications to NOT use the Assignment
Engine Integration (i.e. set it to "No").

 

HTH

--

Regards,

Yogini

 

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 Dheeraj Kumar
Sent: Wednesday, August 01, 2012 5:48 PM
To: arslist@ARSLIST.ORG
Subject: Timeout in Remedy - ARS 7.1

 

** 

Hi List,

Looking for suggestions on how to get to the root of Timeout issues.
Of late we have been observing regular ARS hangs.
arerror log only says Dispatch,BRIE,Assignment engine timeouts(ARERR 93).
Further the ARMonitor log has the below entry each time the issue occurs.

Wed Aug  1 04:33:37 2012   (ARNOTE 0)

Wed Aug  1 04:33:37 2012 ARMonitor child process (pid:23119) died with
65280.

./apsvcae.sh

Does above entry in ARMonitor log suggest something wrong with assignment
engine?

When we manually restart the arservice, it works well and after a month or
so the issue occurs again.

Any suggestions on how we can debug? We don't have any server side logging
enabled as issue occurs randomly- once in a month or 45 days.

Server details : Server group of 3 servers(Solaris os), ARS 7.1 Patch 9 and
ITSM 6.3.

Regards,
Dheeraj



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


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Re: [EXTERNAL] ITSM 7.6.04 Incident Templates

[Jason Miller]

Announced: was something like Fastest Implementation (I tried Googling to
verify with no luck)
Actual: Customer Connect Excellence Award

On Thu, Aug 2, 2012 at 5:54 AM, John Sundberg  wrote:

> **
> Oh,
>
> What was announced?
> What was actual?
>
> -John
>
> Sent from my iPhone
>
> On Aug 1, 2012, at 10:09 PM, Jason Miller  wrote:
>
> **
>
> There was a little mix up in the announcement portion.  What was announced
> as the award for Sharp was different than what was received.
>
> Jason
> On Wed, Aug 1, 2012 at 10:23 AM, John Sundberg <
> john.sundb...@kineticdata.com> wrote:
>
>> **
>>
>> Wait a second.
>>
>> What was the award for at WWRUG - I think Jason Andrew presented it to
>> Sharp Healthcare?
>>
>>
>>
>> -John
>>
>>
>> On Jul 31, 2012, at 4:49 PM, Jason Miller  wrote:
>>
>> ** LOL!  My users don't hate the new system with a passion yet.
>>  (disclaimer: we haven't gone live).
>>
>> Thanks for making me 
>> cringe.
>>  Every time somebody says ITSM 6.3 a kitten dies.  Wait... if I remember
>> correctly your are a dog kind of gal.  A puppy dies...
>>
>> Jason
>>
>> On Tue, Jul 31, 2012 at 10:00 AM, Sanford, Claire <
>> claire.sanf...@memorialhermann.org> wrote:
>>
>>> **
>>>  That is dangerous Natalie!  My imagination can be pretty wild!
>>>
>>> I am going to go the old (for Jason Miller) ITSM 6.3 (snicker) route and
>>> just create a button.  Much easier and I know it will work the way I
>>> want/need it to work.  My users are used to a button with a picture of a
>>> Pager on it.  It will make them happy to see a small piece of the old
>>> system on the new system they all hate with a passion!
>>>
>>> Thank you all for your input.
>>>
>>> Claire
>>>
>>> -Original Message-
>>> From: Action Request System discussion list(ARSList) [
>>> mailto:arslist@ARSLIST.ORG ] On Behalf Of Stroud,
>>> Natalie K
>>> Sent: Tuesday, July 31, 2012 11:51 AM
>>> To: arslist@ARSLIST.ORG
>>> Subject: Re: [EXTERNAL] ITSM 7.6.04 Incident Templates
>>>
>>> Claire:
>>>
>>> I don't know of a way to do what you're asking with regard to the
>>> templates, short of adding all your users to a common group and making the
>>> template available to that group.  However, if you have as many ITSM users
>>> at your site as we do, that would be even more painful than adding all your
>>> groups to the template!
>>>
>>> Seems to me like you might do better to create a customized button that
>>> uses either email or a web service to submit your tickets, though I can't
>>> say offhand that I've ever seen something like that done from within ITSM
>>> at our site - all the instances I'm familiar with where we've done that
>>> were outside of Remedy.  Maybe some of the other developers can speak a
>>> little more intelligently to that point?
>>>
>>> We also use Kinetic Data's Kinetic Request product for submitting ITSM
>>> tickets via web form at our site.  We offer to set up a Kinetic Service
>>> Request for all of the new groups that want to come onboard and use ITSM,
>>> and a large number of those forms get added to our Service Catalog.  Not
>>> all have the need for a Kinetic form, but for the most part, it works
>>> great. We have a handful of Remedy support groups in ITSM, and our form
>>> submits to the appropriate team based on what application the user's
>>> question is regarding (which they pick from a dropdown and corresponds to a
>>> Product in our Product Catalog).  But you can pretty much design the forms
>>> however you want - radiobuttons for common issues that always set a
>>> particular Summary, dropdowns for Impact and Urgency (or, alternately
>>> always hard code them behind the scenes to the same thing), other standard
>>> controls for asking a bunch of detailed questions about whatever the
>>> request is that get added to the Detailed Description.  *You're really
>>> only limited by your imagination.*
>>>
>>> Good luck!
>>>
>>> Natalie Stroud
>>> SAIC @ Sandia National Laboratories
>>> ITSM Tester
>>> Albuquerque, NM USA
>>> (505)844-7983
>>> nkst...@sandia.gov
>>>
>>> -Original Message-
>>> From: Action Request System discussion list(ARSList) [
>>> mailto:arslist@ARSLIST.ORG ] On Behalf Of Sanford,
>>> Claire
>>> Sent: Tuesday, July 31, 2012 10:16 AM
>>> To: arslist@ARSLIST.ORG
>>> Subject: [EXTERNAL] ITSM 7.6.04 Incident Templates
>>>
>>> I have read the documentation, looked on the developer community and
>>> even in old ARSList email...
>>>
>>> Is it possible to create a template on the Incident form that ANY group
>>> can use?
>>>
>>> We have a need to create an Incident template that anyone can use to
>>> report a missed email/page from Remedy.  In my 6.3 system I had a button
>>> that I had workflow attached to that created the ticket and assigned it to
>>> the appropriate group and anyone who had a write license could use it.  The
>>> templates in 7.6.04 require all of the groups to be added.  This is a pain!
>>>
>>> ITSM 7.6.04 SP2
>

Re: Configuring companies and multi-tenancy

[Terry Bootsma]

To expand on Carl's note below, I've also used this approach for Service
Request Definitions.
 
But beware, with a large number of companies, the Field 112 on the SRD has a
limitation of 255 chars.  There is also the issue of updating each SRD every
time a new company comes on board.
 
To alleviate this, consider creating a Computed Group in the Group form that
has it's definition include all the GroupIDs of the companies as an "OR"
qualfication.  Then, include this single Computed Group name in each SRD's
field 112 ( You can get access to this field via the Form "Service Request
Definition Base"). 
 
Using this approach, each time you add a new Company, all you need to do is
update the Computed Group definition in the Group Form and, voila,  the
Company has access to all SRDs.  (of course, when you update the Group
schema, the server re-caches, but you would have gotten this when you
created the Company anyway).  If you use Entitlements, you will also have to
manage this as well, but there are People Qualifications that you can use to
make this easier.
 
Hope this helps...

Terry
 
 
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Thursday, August 02, 2012 5:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Configuring companies and multi-tenancy


** 

Hi Tauf,

although this is true, a Global SRD cannot have a template, you can
configure the base SRD form to display by updating field 112 to the Group
ID's for the required Companies or make it Public so that all users can see.

This way you can create a normal Template based SRD and expose it outside
the Company it was setup for.  It is a workaround that is done via
configuration though, not customisation.

 

Cheers

Carl

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: 02 August 2012 10:03
To: arslist@ARSLIST.ORG
Subject: Re: Configuring companies and multi-tenancy

 

** 

Brian,

The one thing I've had trouble with is SRM. There is a limitation there I
believe in that a Global AOT can't have application templates associated to
it because they are company specific. So, all the fields would have to be
mapped manually. This adds major admin overhead if configuring services that
would be global and available to more than one "sub-company."

Just one more thing to look out for.

Sent from my iPhone


On Aug 2, 2012, at 2:28 AM, Brian Pancia  wrote:

** 

Jose,

 

I have setup systems with well over 100 companies.  One thing to look out
for is there is a limitation on your access fields on CIs.  Depending on the
number of companies and how many companies use a Service you may need to
change a couple fields to get things to work.

 

If you look at your org, you are probably split into multiple branches that
have multiple divisions under them.  You can setup a Parent Company for each
branch and have a Child Company for each division.  IT may be one branch,
possibly the OCIO, with multiple divisions (Net Ops, Security, Data Center,
etc.).  Each division in IT may have multiple support groups that support
one or more branches/divisions throughout the organization.  Support Groups
can support multiple companies.  So let’s say you have a Company Data
Center, which is a division under the OCIO.  The Data Center company has a
Support Group Server Administrators under it.  Server Administrators can
support multiple divisions/companies.  Now you have Server Sam that is a
server guru for your HR Division/Company.  You can give Server Sam
permission to the HR Division only and they would only see the HR tickets
for the Server Administrators.  The problem is that since Server Sam now has
rights to the HR Division he will see all HR Division tickets, because out
of box the customer company is listed in field 112.  You can exclude Server
Sam from the HR Division and he will see only HR Division tickets assigned
to him because I believe Assignee has access to tickets.  I have to double
check but I don’t believe Assignee Group has access to tickets, so Server
Sam would not be able to see all tickets assigned to the Server
Administrators.  I might be off on Assignee Group it has been a few months
since I looked at that.

 

So the problem comes into play with your lock downs.  Look at field 112 and
there is another field called something like Vendor Assignee Group.   Also
look at your Request ID field which controls your lockdowns.  Based on your
rules you may be able to build a simple filter to reset field 112 to provide
lock downs beyond the Company level.

 

The problem with changing Company names is pretty easy.  The data management
tool allows you to update Company names and actually does a pretty good job.

 

Services are a CI and there are challenges with the rowlevelsecurity fields
character limitation.  There are a few other places you may run into this
when setting up a large nu

Re: Browser Issues::Firefox 12 & above

[Jon Slaven]

Hey Sam --

I got moved to our standardized desktop, so I no longer have FF.  If you 
look in the archives, there's a post from me about how to set up a plugin 
in FF with a script to override the scrollbar issue.  (If I still had FF 
I'd just send it your way, sorry for that).  If you have someone at your 
place that's familiar with CSS, they could probably also help turn the 
black screen back to a grayed out screen using the same method.

Thanks,
Jon
_
Jon Slaven | Amway | 616-787-7132 | jon.sla...@amway.com



From:   "Nau, Michael" 
To: arslist@ARSLIST.ORG, 
Date:   08/02/2012 02:35 AM
Subject:Re: Browser Issues::Firefox 12 & above
Sent by:"Action Request System discussion list(ARSList)" 




** 
Hi Sam,
 
Unfortunately there’s no switch to turn off this behavior in FF.
Mozillas new update policy is to stay on the front page of IT sites by 
pushing out new major versions at crazy speeds. Our software guys rolled 
out FF 14 yesterday, but the bug hasn’t been addressed yet.
 
Some guys have fiddled with AR css files trying to find a solution.
BMC knows about the issue; the last statement I read was something like 
“stay on FF 12 until we fix it”.
 
https://communities.bmc.com/communities/message/248965
 
https://support.mozilla.org/de/questions/930245
 
Regards,
Michael
 
From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Sam Anderson
Sent: Wednesday, August 01, 2012 10:03 PM
To: arslist@ARSLIST.ORG
Subject: Browser Issues::Firefox 12 & above
 
** Hi All,

In Firefox version's V12 and above 

-When a search results popup in a new window the window behind reverts to 
black.

-When inputing information into a fields which only have a single line 
display a horiziontal scroll bar appears and you can't see the information 
you are typing.
 Does anyone know how to turn off these features ?

-- 
Thanks & Regards
Sam

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Re: [EXTERNAL] ITSM 7.6.04 Incident Templates

[John Sundberg]

Oh,

What was announced?
What was actual?

-John

Sent from my iPhone

On Aug 1, 2012, at 10:09 PM, Jason Miller  wrote:

> **
> There was a little mix up in the announcement portion.  What was announced as 
> the award for Sharp was different than what was received.
> 
> Jason
> 
> On Wed, Aug 1, 2012 at 10:23 AM, John Sundberg 
>  wrote:
> **
> 
> Wait a second.
> 
> What was the award for at WWRUG - I think Jason Andrew presented it to Sharp 
> Healthcare?
> 
> 
> 
> -John
> 
> 
> On Jul 31, 2012, at 4:49 PM, Jason Miller  wrote:
> 
> ** LOL!  My users don't hate the new system with a passion yet.  (disclaimer: 
> we haven't gone live).
> 
> Thanks for making me cringe.  Every time somebody says ITSM 6.3 a kitten 
> dies.  Wait... if I remember correctly your are a dog kind of gal.  A puppy 
> dies...
> 
> Jason
> 
> On Tue, Jul 31, 2012 at 10:00 AM, Sanford, Claire 
>  wrote:
> **
> That is dangerous Natalie!  My imagination can be pretty wild!
>  
> I am going to go the old (for Jason Miller) ITSM 6.3 (snicker) route and just 
> create a button.  Much easier and I know it will work the way I want/need it 
> to work.  My users are used to a button with a picture of a Pager on it.  It 
> will make them happy to see a small piece of the old system on the new system 
> they all hate with a passion!
>  
> Thank you all for your input.
>  
> Claire
>  
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
> Sent: Tuesday, July 31, 2012 11:51 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: [EXTERNAL] ITSM 7.6.04 Incident Templates
>  
> Claire:
>  
> I don't know of a way to do what you're asking with regard to the templates, 
> short of adding all your users to a common group and making the template 
> available to that group.  However, if you have as many ITSM users at your 
> site as we do, that would be even more painful than adding all your groups to 
> the template!
>  
> Seems to me like you might do better to create a customized button that uses 
> either email or a web service to submit your tickets, though I can't say 
> offhand that I've ever seen something like that done from within ITSM at our 
> site - all the instances I'm familiar with where we've done that were outside 
> of Remedy.  Maybe some of the other developers can speak a little more 
> intelligently to that point?
>  
> We also use Kinetic Data's Kinetic Request product for submitting ITSM 
> tickets via web form at our site.  We offer to set up a Kinetic Service 
> Request for all of the new groups that want to come onboard and use ITSM, and 
> a large number of those forms get added to our Service Catalog.  Not all have 
> the need for a Kinetic form, but for the most part, it works great. We have a 
> handful of Remedy support groups in ITSM, and our form submits to the 
> appropriate team based on what application the user's question is regarding 
> (which they pick from a dropdown and corresponds to a Product in our Product 
> Catalog).  But you can pretty much design the forms however you want - 
> radiobuttons for common issues that always set a particular Summary, 
> dropdowns for Impact and Urgency (or, alternately always hard code them 
> behind the scenes to the same thing), other standard controls for asking a 
> bunch of detailed questions about whatever the request is that get added to 
> the Detailed Description.  You're really only limited by your imagination.
>  
> Good luck!
>  
> Natalie Stroud
> SAIC @ Sandia National Laboratories
> ITSM Tester
> Albuquerque, NM USA
> (505)844-7983
> nkst...@sandia.gov
>  
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
> Sent: Tuesday, July 31, 2012 10:16 AM
> To: arslist@ARSLIST.ORG
> Subject: [EXTERNAL] ITSM 7.6.04 Incident Templates
>  
> I have read the documentation, looked on the developer community and even in 
> old ARSList email...
>  
> Is it possible to create a template on the Incident form that ANY group can 
> use?
>  
> We have a need to create an Incident template that anyone can use to report a 
> missed email/page from Remedy.  In my 6.3 system I had a button that I had 
> workflow attached to that created the ticket and assigned it to the 
> appropriate group and anyone who had a write license could use it.  The 
> templates in 7.6.04 require all of the groups to be added.  This is a pain!
>  
> ITSM 7.6.04 SP2
> ARS 7.6.04 SP3
> Oracle
> Win 2008 Server
>  
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> claire.sanf...@memorialhermann.org
>  
>  
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 
> www.wwrug12.com ARSList: "Where the Answers Are"
>  
> ___
> 

Re: Configuring companies and multi-tenancy

[Tauf Chowdhury]

Interesting. I'll have to try it out. Thanks!

Sent from my iPhone

On Aug 2, 2012, at 5:12 AM, Carl Wilson  wrote:

**

Hi Tauf,

although this is true, a Global SRD cannot have a template, you can
configure the base SRD form to display by updating field 112 to the Group
ID's for the required Companies or make it Public so that all users can see.

This way you can create a normal Template based SRD and expose it outside
the Company it was setup for.  It is a workaround that is done via
configuration though, not customisation.



Cheers

Carl



http://www.missingpiecessoftware.com/



*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *Tauf Chowdhury
*Sent:* 02 August 2012 10:03
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Configuring companies and multi-tenancy



**

Brian,

The one thing I've had trouble with is SRM. There is a limitation there I
believe in that a Global AOT can't have application templates associated to
it because they are company specific. So, all the fields would have to be
mapped manually. This adds major admin overhead if configuring services
that would be global and available to more than one "sub-company."

Just one more thing to look out for.

Sent from my iPhone


On Aug 2, 2012, at 2:28 AM, Brian Pancia  wrote:

 **

Jose,



I have setup systems with well over 100 companies.  One thing to look out
for is there is a limitation on your access fields on CIs.  Depending on
the number of companies and how many companies use a Service you may need
to change a couple fields to get things to work.



If you look at your org, you are probably split into multiple branches that
have multiple divisions under them.  You can setup a Parent Company for
each branch and have a Child Company for each division.  IT may be one
branch, possibly the OCIO, with multiple divisions (Net Ops, Security, Data
Center, etc.).  Each division in IT may have multiple support groups that
support one or more branches/divisions throughout the organization.
Support Groups can support multiple companies.  So let’s say you have a
Company Data Center, which is a division under the OCIO.  The Data Center
company has a Support Group Server Administrators under it.  Server
Administrators can support multiple divisions/companies.  Now you have
Server Sam that is a server guru for your HR Division/Company.  You can
give Server Sam permission to the HR Division only and they would only see
the HR tickets for the Server Administrators.  The problem is that since
Server Sam now has rights to the HR Division he will see all HR Division
tickets, because out of box the customer company is listed in field 112.
You can exclude Server Sam from the HR Division and he will see only HR
Division tickets assigned to him because I believe Assignee has access to
tickets.  I have to double check but I don’t believe Assignee Group has
access to tickets, so Server Sam would not be able to see all tickets
assigned to the Server Administrators.  I might be off on Assignee Group it
has been a few months since I looked at that.



So the problem comes into play with your lock downs.  Look at field 112 and
there is another field called something like Vendor Assignee Group.   Also
look at your Request ID field which controls your lockdowns.  Based on your
rules you may be able to build a simple filter to reset field 112 to
provide lock downs beyond the Company level.



The problem with changing Company names is pretty easy.  The data
management tool allows you to update Company names and actually does a
pretty good job.



Services are a CI and there are challenges with the rowlevelsecurity fields
character limitation.  There are a few other places you may run into this
when setting up a large number of companies.  I believe the Consoles is one
area.  I’d have to check some of my old notes.  Essentially Services can be
used by and support by a number of different companies.



Hopefully this helps.  I believe I’m slated to give a presentation at WWRUG
on this very topic, which will go from very basic single tenancy setup to
complex with multiple companies and row level access based on building
access control lists.  I’ll also talk about Parent/Child groups and how to
set those.  The fields are there in the group form to support it, but the
functionality is not.  It’s pretty simple to build that functionality out
though to be supported within the ITSM Suite.  The best thing you can do is
start off pretty simple because if things aren’t setup properly and too
complex some of your tickets may go into a black hole.  Most IT tickets
don’t need to be lockdown.  No one cares that the HR departments printer is
not working.  When you get into Security, PII, and Financials that’s a
different story.



Good Luck,



Brian





*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *Jose Huerta
*Sent:* Thursday, August 02, 2012 1:12 AM
*To:* arslist@ARSLIST.ORG
*Subje

Re: Configuring companies and multi-tenancy

[Carl Wilson]

Hi Tauf,

although this is true, a Global SRD cannot have a template, you can
configure the base SRD form to display by updating field 112 to the Group
ID's for the required Companies or make it Public so that all users can see.

This way you can create a normal Template based SRD and expose it outside
the Company it was setup for.  It is a workaround that is done via
configuration though, not customisation.

 

Cheers

Carl

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: 02 August 2012 10:03
To: arslist@ARSLIST.ORG
Subject: Re: Configuring companies and multi-tenancy

 

** 

Brian,

The one thing I've had trouble with is SRM. There is a limitation there I
believe in that a Global AOT can't have application templates associated to
it because they are company specific. So, all the fields would have to be
mapped manually. This adds major admin overhead if configuring services that
would be global and available to more than one "sub-company."

Just one more thing to look out for.

Sent from my iPhone


On Aug 2, 2012, at 2:28 AM, Brian Pancia  wrote:

** 

Jose,

 

I have setup systems with well over 100 companies.  One thing to look out
for is there is a limitation on your access fields on CIs.  Depending on the
number of companies and how many companies use a Service you may need to
change a couple fields to get things to work.

 

If you look at your org, you are probably split into multiple branches that
have multiple divisions under them.  You can setup a Parent Company for each
branch and have a Child Company for each division.  IT may be one branch,
possibly the OCIO, with multiple divisions (Net Ops, Security, Data Center,
etc.).  Each division in IT may have multiple support groups that support
one or more branches/divisions throughout the organization.  Support Groups
can support multiple companies.  So let’s say you have a Company Data
Center, which is a division under the OCIO.  The Data Center company has a
Support Group Server Administrators under it.  Server Administrators can
support multiple divisions/companies.  Now you have Server Sam that is a
server guru for your HR Division/Company.  You can give Server Sam
permission to the HR Division only and they would only see the HR tickets
for the Server Administrators.  The problem is that since Server Sam now has
rights to the HR Division he will see all HR Division tickets, because out
of box the customer company is listed in field 112.  You can exclude Server
Sam from the HR Division and he will see only HR Division tickets assigned
to him because I believe Assignee has access to tickets.  I have to double
check but I don’t believe Assignee Group has access to tickets, so Server
Sam would not be able to see all tickets assigned to the Server
Administrators.  I might be off on Assignee Group it has been a few months
since I looked at that.

 

So the problem comes into play with your lock downs.  Look at field 112 and
there is another field called something like Vendor Assignee Group.   Also
look at your Request ID field which controls your lockdowns.  Based on your
rules you may be able to build a simple filter to reset field 112 to provide
lock downs beyond the Company level.

 

The problem with changing Company names is pretty easy.  The data management
tool allows you to update Company names and actually does a pretty good job.

 

Services are a CI and there are challenges with the rowlevelsecurity fields
character limitation.  There are a few other places you may run into this
when setting up a large number of companies.  I believe the Consoles is one
area.  I’d have to check some of my old notes.  Essentially Services can be
used by and support by a number of different companies.

 

Hopefully this helps.  I believe I’m slated to give a presentation at WWRUG
on this very topic, which will go from very basic single tenancy setup to
complex with multiple companies and row level access based on building
access control lists.  I’ll also talk about Parent/Child groups and how to
set those.  The fields are there in the group form to support it, but the
functionality is not.  It’s pretty simple to build that functionality out
though to be supported within the ITSM Suite.  The best thing you can do is
start off pretty simple because if things aren’t setup properly and too
complex some of your tickets may go into a black hole.  Most IT tickets
don’t need to be lockdown.  No one cares that the HR departments printer is
not working.  When you get into Security, PII, and Financials that’s a
different story.

 

Good Luck,

 

Brian

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
Sent: Thursday, August 02, 2012 1:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Configuring companies and multi-tenancy

 

** He, he..

 

Well, I'm talking of a regional government of a province 

Re: Configuring companies and multi-tenancy

[Tauf Chowdhury]

Brian,
The one thing I've had trouble with is SRM. There is a limitation there I
believe in that a Global AOT can't have application templates associated to
it because they are company specific. So, all the fields would have to be
mapped manually. This adds major admin overhead if configuring services
that would be global and available to more than one "sub-company."
Just one more thing to look out for.

Sent from my iPhone

On Aug 2, 2012, at 2:28 AM, Brian Pancia  wrote:

**

Jose,



I have setup systems with well over 100 companies.  One thing to look out
for is there is a limitation on your access fields on CIs.  Depending on
the number of companies and how many companies use a Service you may need
to change a couple fields to get things to work.



If you look at your org, you are probably split into multiple branches that
have multiple divisions under them.  You can setup a Parent Company for
each branch and have a Child Company for each division.  IT may be one
branch, possibly the OCIO, with multiple divisions (Net Ops, Security, Data
Center, etc.).  Each division in IT may have multiple support groups that
support one or more branches/divisions throughout the organization.
Support Groups can support multiple companies.  So let’s say you have a
Company Data Center, which is a division under the OCIO.  The Data Center
company has a Support Group Server Administrators under it.  Server
Administrators can support multiple divisions/companies.  Now you have
Server Sam that is a server guru for your HR Division/Company.  You can
give Server Sam permission to the HR Division only and they would only see
the HR tickets for the Server Administrators.  The problem is that since
Server Sam now has rights to the HR Division he will see all HR Division
tickets, because out of box the customer company is listed in field 112.
You can exclude Server Sam from the HR Division and he will see only HR
Division tickets assigned to him because I believe Assignee has access to
tickets.  I have to double check but I don’t believe Assignee Group has
access to tickets, so Server Sam would not be able to see all tickets
assigned to the Server Administrators.  I might be off on Assignee Group it
has been a few months since I looked at that.



So the problem comes into play with your lock downs.  Look at field 112 and
there is another field called something like Vendor Assignee Group.   Also
look at your Request ID field which controls your lockdowns.  Based on your
rules you may be able to build a simple filter to reset field 112 to
provide lock downs beyond the Company level.



The problem with changing Company names is pretty easy.  The data
management tool allows you to update Company names and actually does a
pretty good job.



Services are a CI and there are challenges with the rowlevelsecurity fields
character limitation.  There are a few other places you may run into this
when setting up a large number of companies.  I believe the Consoles is one
area.  I’d have to check some of my old notes.  Essentially Services can be
used by and support by a number of different companies.



Hopefully this helps.  I believe I’m slated to give a presentation at WWRUG
on this very topic, which will go from very basic single tenancy setup to
complex with multiple companies and row level access based on building
access control lists.  I’ll also talk about Parent/Child groups and how to
set those.  The fields are there in the group form to support it, but the
functionality is not.  It’s pretty simple to build that functionality out
though to be supported within the ITSM Suite.  The best thing you can do is
start off pretty simple because if things aren’t setup properly and too
complex some of your tickets may go into a black hole.  Most IT tickets
don’t need to be lockdown.  No one cares that the HR departments printer is
not working.  When you get into Security, PII, and Financials that’s a
different story.



Good Luck,



Brian





*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *Jose Huerta
*Sent:* Thursday, August 02, 2012 1:12 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Configuring companies and multi-tenancy



** He, he..



Well, I'm talking of a regional government of a province with a population
of half a million people.

And, It isn't USA.



Regards,



Jose



On Thu, Aug 2, 2012 at 12:15 AM, Goodall, Andrew C  wrote:

**

Now I know where all our tax money is going J - not a surprise!



Regards,



*Andrew C. Goodall*

Software Engineer

Development Services

ago...@jcpenney.com

*jcpenney*

6501 Legacy Drive

Plano, TX 75024

jcp.com



*From:* Action Request System discussion list(ARSList) [mailto:
arslist@arslist.org] *On Behalf Of *Jose Huerta
*Sent:* Wednesday, August 01, 2012 4:58 PM
*To:* arslist@arslist.org
*Subject:* Configuring companies and multi-tenancy



** I have an special case, and I know that there are a lot of solutions.
But I want to hear from y