Re: Configuring companies and multi-tenancy
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 ago...@jcp.com 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 you, experts, what's your opinion. Here's the case: A public administration has 10 divisions (Transport, Healthcare, Security, Employment, ...) The IT service is organized in two tiers. First there is a list of corporate services, that all divisions receive. Second, each division has it's own set of proprietary services. The Service Desk is divided in divisions, so each division has it's own service
Re: Browser Issues::Firefox 12 above
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 _attend WWRUG12 www.wwrug.com 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 ING-DiBa AG, Frankfurt am Main. Registernummer HRB 7727, Handelsregister Amtsgericht Frankfurt am Main. Vorstand: Roland Boekhout (Vorsitzender), Herbert Willius (stellv. Vorsitzender), Bas Brouwers, Bernd Geilen, Katharina Herrmann, Martin Krebs. Aufsichtsrat: Ben Tellings (Vorsitzender) Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. ___ 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
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 panc...@finityit.com 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 ago...@jcp.com 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
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 panc...@finityit.com 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 lets 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 dont 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. Id 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 Im 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. Ill 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. Its 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 arent setup properly and too complex some of your tickets may go into a black hole. Most IT tickets dont need to be lockdown. No one cares that the HR departments printer is not working. When you get into Security, PII, and Financials thats 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
Re: Configuring companies and multi-tenancy
Interesting. I'll have to try it out. Thanks! Sent from my iPhone On Aug 2, 2012, at 5:12 AM, Carl Wilson carlbwil...@gmail.com 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 panc...@finityit.com 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
Re: [EXTERNAL] ITSM 7.6.04 Incident Templates
Oh, What was announced? What was actual? -John Sent from my iPhone On Aug 1, 2012, at 10:09 PM, Jason Miller jason.mil...@gmail.com 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 jason.mil...@gmail.com 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 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 ___ UNSUBSCRIBE or access
Re: Browser Issues::Firefox 12 above
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 m@ing-diba.de 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) arslist@ARSLIST.ORG ** 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 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ING-DiBa AG, Frankfurt am Main. Registernummer HRB 7727, Handelsregister Amtsgericht Frankfurt am Main. Vorstand: Roland Boekhout (Vorsitzender), Herbert Willius (stellv. Vorsitzender), Bas Brouwers, Bernd Geilen, Katharina Herrmann, Martin Krebs. Aufsichtsrat: Ben Tellings (Vorsitzender) Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Configuring companies and multi-tenancy
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 panc...@finityit.com 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 lets 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 dont 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
Re: [EXTERNAL] ITSM 7.6.04 Incident Templates
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 john.sundb...@kineticdata.com wrote: ** Oh, What was announced? What was actual? -John Sent from my iPhone On Aug 1, 2012, at 10:09 PM, Jason Miller jason.mil...@gmail.com 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 jason.mil...@gmail.com wrote: ** LOL! My users don't hate the new system with a passion yet. (disclaimer: we haven't gone live). Thanks for making me cringehttps://communities.bmc.com/communities/message/257686#257686. 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 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 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
Re: Timeout in Remedy - ARS 7.1
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: /path/AeTrace.log AE-Log-File: /path/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: path/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: mailto:i...@vyomlabs.com i...@vyomlabs.com || Web Site: http://www.vyomlabs.com www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs 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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: OOTB CMDB class for storing customers
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 vamsi...@gmail.com 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_ ___ 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
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 tboot...@objectpath.comwrote: ** ** 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 panc...@finityit.com 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
Re: OOTB CMDB class for storing customers
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 thad.es...@gmail.com 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 vamsi...@gmail.com 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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Can SRM 7.6.3 standlone on separate server?
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Can SRM 7.6.3 standlone on separate server?
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 remedy.lis...@gmail.com 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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
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 mailto:cparge...@lhs.org 1120 Building tel: 503-415-5149 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
WWRUG12 - Sessions
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
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.commailto: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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: RGB
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
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:11mailto: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:11mailto: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:11mailto: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:11mailto: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:11mailto: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:11mailto: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/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Application List 7.6.4
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 ___ 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
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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: RGB
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_ font face=monospacesize=-3brThe information transmitted is intended only for the person or entity to which it is addressed and brmay contain confidential and/or privileged material. If the reader of this message is not the intendedbrrecipient, you are hereby notified that your access is unauthorized, and any review, dissemination,brdistribution or copying of this message including any attachments is strictly prohibited. If you are notbrthe intended recipient, please contact the sender and delete the material from any computer.br ___ 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
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 Amailto:jesus.ort...@lyondellbasell.com Sent: Thursday, August 02, 2012 3:38 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto: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:11mailto: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:11mailto: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:11mailto: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:11mailto: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:11mailto: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
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_ ___ 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
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.ORGmailto: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 Amailto:jesus.ort...@lyondellbasell.com Sent: Thursday, August 02, 2012 3:38 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto: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:11mailto: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
Re: Caught Exception Object Expected - 7.6.04 Mid-tier
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
Re: ADV: 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 david_eas...@bmc.com 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
overlays - something I just learned regarding references to the overlay
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 font face=monospacesize=-3brThe information transmitted is intended only for the person or entity to which it is addressed and brmay contain confidential and/or privileged material. If the reader of this message is not the intendedbrrecipient, you are hereby notified that your access is unauthorized, and any review, dissemination,brdistribution or copying of this message including any attachments is strictly prohibited. If you are notbrthe intended recipient, please contact the sender and delete the material from any computer.br ___ 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
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: […] #1048708; BMC Remedy AR System Server 7.6.04 #1048708; 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 david_eas...@bmc.com 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 Advisorhttps://communities.bmc.com/communities/docs/DOC-20770 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
Re: Introducing BMC Remedy Health Advisor utility
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 david_eas...@bmc.com 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 david_eas...@bmc.com 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
Re: RGB
That's RG (version)III - Original Message - From: Pat Zandi remedy...@gmail.com 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
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 david_eas...@bmc.com 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 david_eas...@bmc.com 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
Re: RGB
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 remedy...@gmail.com 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 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. ___ 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
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
Re: Introducing BMC Remedy Health Advisor utility
Neat - thanks! - Original Message - From: David Easter david_eas...@bmc.com 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 david_eas...@bmc.com 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 david_eas...@bmc.com 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
Re: Caught Exception Object Expected - 7.6.04 Mid-tier
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.netmailto:jdso...@shyle.net Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier To: arslist@ARSLIST.ORGmailto: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 Amailto:jesus.ort...@lyondellbasell.com Sent: Thursday, August 02, 2012 4:12 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto: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]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Thursday, August 02, 2012 2:47 PM To: arslist@ARSLIST.ORGmailto: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 Amailto:jesus.ort...@lyondellbasell.com Sent: Thursday, August 02, 2012 3:38 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto: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:
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 jesus.ort...@lyondellbasell.com 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 of multiple GME calls. SW00424449 Application Fly out remains in Loading state if we log on with unrestricted user having knowledge submitter permission SW00426765 Web Report causes table scan, DB CPU to
Re: Caught Exception Object Expected - 7.6.04 Mid-tier
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 jesus.ort...@lyondellbasell.com 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.
Re: Caught Exception Object Expected - 7.6.04 Mid-tier
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 jesus.ort...@lyondellbasell.com *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 jesus.ort...@lyondellbasell.com *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,
Re: Caught Exception Object Expected - 7.6.04 Mid-tier
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 jesus.ort...@lyondellbasell.com 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 jesus.ort...@lyondellbasell.com 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
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 vamsi...@gmail.com 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 jesus.ort...@lyondellbasell.com *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 jesus.ort...@lyondellbasell.com *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
Re: Caught Exception Object Expected - 7.6.04 Mid-tier
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 vamsi...@gmail.com 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 jesus.ort...@lyondellbasell.com *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
Re: Introducing BMC Remedy Health Advisor utility
Thanks David! Mohan On Aug 2, 2012, at 4:44 PM, Easter, David david_eas...@bmc.com 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 david_eas...@bmc.com 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 WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ \t�-$� �DC�c��L��M8�D�