How to check Remedy Logins that are using Web Service

[Kali Obsum]

Hi,

 

Is there any logs within Remedy 7.6.03 we can check to find which Remedy
logins are creating tickets via WS or accessing any Remedy WS?

 

Regards,

Kali 

 


NOTICE 
The information contained in this email is confidential. If you are not the 
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email and delete the document.  We do not guarantee the integrity of any 
e-mails or attached files and are not responsible for any changes made to them 
by any other person.


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Re: How to check Remedy Logins that are using Web Service

[Jose Manuel Huerta Guillén]

The WS log at the mid-tier is the only way I see. But, let's talk the
experts...


Jose Manuel Huerta
http://theremedyforit.com/




On Mon, Aug 13, 2012 at 10:54 AM, Kali Obsum wrote:

> **
>
> Is there any logs within Remedy 7.6.03 we can check to find which Remedy
> logins are creating tickets via WS or accessing any Remedy WS?
>

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AD:WWRUG12: the time to register and book your hotel is now

[Daniel Bloom]

Rates go up Sept. 1st; we lose the hotel discounts on Sept. 9 and we are
told that the hotel will sell out.

 

Take a look at the content. Not only do we have in depth coverage of the new
release, there is plenty of sessions on 7.6.4; ADDM sessions and experts at
an evening with engineering and Analytics gurus giving papers too!

 

www.wwrug12.com and if you still see "only" 80 papers, there are more to
come!

 

Phil will post with the details soon.

 

This will be an educational experience not to be missed. Position yourself
and your company to take full advantage of the products they have chosen.

 

If you are at a University, take advantage of the HERD discount and the
co-location of their one day event the day before WWRUG begins!

 

Daniel


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Re: How to check Remedy Logins that are using Web Service

[Longwing, LJ CTR MDA/IC]

Kali,
The WS created tickets are really just another 'client' of the Mid-Tier...so I 
can't think of anything outside of if your Mid-Tier is setup for anonymous 
authentication with a specific user, you could trace those users and such, or 
if you have specific interfaces you could write workflow on those forms to keep 
track of the records going through there.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kali Obsum
Sent: Monday, August 13, 2012 2:55 AM
To: arslist@ARSLIST.ORG
Subject: How to check Remedy Logins that are using Web Service

** 

Hi,

 

Is there any logs within Remedy 7.6.03 we can check to find which Remedy logins 
are creating tickets via WS or accessing any Remedy WS?

 

Regards,

Kali 

 

NOTICE 

The information contained in this email is confidential. If you are not the 
intended recipient, you must not disclose or use the information in this email 
in any way. If you received it in error, please tell us immediately by return 
email and delete the document. We do not guarantee the integrity of any e-mails 
or attached files and are not responsible for any changes made to them by any 
other person.

 

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

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(ARERR 9280)

[Sam Anderson]

Hi Team,

Could any one please help me to resolve the below error ?


Server not present in the configured servers list - (ARERR 9280)



ITSM 7.6.3

SQL DB

Please let me know if any other details are required .

-- 
Thanks & Regards
Sam

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Re: (ARERR 9280)

[Longwing, LJ CTR MDA/IC]

Sam,
What is happening when you get that message is that you likely have a 
notification sending out a link to your server specifying an application server 
name that doesn't exist in your configured server list.  This can commonly be 
caused by you having 'server' in your list, but the notification goes out with 
a server of 'server.domain.com' in it.  You need to ensure you have things 
configured properly to be connecting your users to the server 'properly' in 
both modes.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sam Anderson
Sent: Monday, August 13, 2012 8:26 AM
To: arslist@ARSLIST.ORG
Subject: (ARERR 9280)

** 
Hi Team,
 
Could any one please help me to resolve the below error ?
 

Server not present in the configured servers list - (ARERR 9280)

 

ITSM 7.6.3

SQL DB


Please let me know if any other details are required .

-- 
Thanks & Regards
Sam


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Re: (ARERR 9280)

[Ibbi]

Please check if the server has been added to the midtier configuration. Perhaps 
the full server address. 

Sent from my iPhone

On Aug 13, 2012, at 10:26 AM, Sam Anderson  wrote:

> **
> Hi Team,
>  
> Could any one please help me to resolve the below error ?
>  
> Server not present in the configured servers list - (ARERR 9280)
>  
> ITSM 7.6.3
> SQL DB
> 
> Please let me know if any other details are required .
> 
> -- 
> Thanks & Regards
> Sam
> 
> _attend WWRUG12 www.wwrug.com  ARSlist: "Where the Answers Are"_

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OT: Apache Tomcat

[Nall, Roger]

ARS 7.1 Patch 4 (Application)
Mid Tier - 7.6.4 Patch 2
SQL 2000
Windows 2003 (Application)
Windows 2008 (Mid Tier)

We have been having to restart Apache Tomcat 6.0 service just about once every 
3 - 4 weeks for the last couple of months. I am wondering if anyone can suggest 
what I can look to determine what may be wrong.

Thanks,

Roger Nall
Manager, SA Business Objects/Remedy
Desk: 972-464-3712
PCS: 973-652-6723
SA_Intake
SA Portal


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Re: Escalation not working

[ITSM.Support]

Hi,

 

Escalations can be assigned to pools so the escalations from each pool run
in parallel on separate threads within the escalation queue. To use
escalation pools, you must first configure multiple threads for the
escalation queue.

 

The Escalation Queue is assigned to RPC port number 390603 and you should
increase the minimum and maximum thread values for the queue using the AR
System Administration Console. Remember not to increase to too large a value
that may impact on server performance. 

 

For example, if you have 3 threads for the escalation queue, you can modify
your escalations to have a pool field value of 1, 2 or 3 on the General tab
of the Escalation properties.

 

All escalations in a particular pool run on the same thread, so the
execution of escalations within a pool is serialized. Escalations run in the
order of their firing times, but an escalation is delayed if an escalation
from the same pool is currently running. 

 

If two or more escalations have dependencies and must not run at the same
time, put them into the same pool to make sure they run in sequence. So
please check if your newly created escalation is not conflicting with some
other escalation in other queue.

 

Apart from above, please check if your run if condition is correct and pass
to lead the execution of said escalation.

 

HTH

--

Regards,

Sunil

 

Vyom Labs Pvt. Ltd.

BSM Solutions & Services || ITIL Consulting & Training

Email:   i...@vyomlabs.com  || Web Site:
 www.vyomlabs.com Follow Vyom Labs
 http://twitter.com/#!/vyomlabs ||

http://www.linkedin.com/company/vyom-labs

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of ??? ?
Sent: Saturday, August 11, 2012 1:51 PM
To: arslist@ARSLIST.ORG
Subject: Escalation not working

 

** 

Hi folks!

What I need to do, when my esclation not viewed in log file?

I created new escaltion pool number 9. Set escalation to this pool. But it
is not working.

 

 

-- 
Bedt regards, 

Alexey

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


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ARSList Issue & User Cache 7.6.04 Issue

[Andre Hughes]

Good morning,

I'm having trouble searching the ARSlist, every time I submit a Search I 
getting the following error -

Network Error (tcp_error)

A communication error occurred: ""
The Web Server may be down, too busy, or experiencing other problems preventing 
it from responding to requests. You may wish to try again at a later time.

I have been getting this error for several weeks now and I can not perform any 
search.

And here is the 2nd issue.

I have a specific user who is constantly getting Caught Exception errors. We 
have swapped the users system and is still getting Caught Exception errors.  
The user is Web only, Internet Explorer 7, 8 and 9.

I read several years ago about clearing or rebuilding the AR User cache? I'm 
not sure the exact terminology as I can't search the ARSList. This is not the 
same as the Mid-tier Cache.

The Mid-Tier cache has been cleared numerous times, as well as the Users 
Preference and Application Preference.

The only thing I have not done was completely delete the User account, 
hopefully someone can point me to the correct Cache.

ARS 7.6.04
ITSM 7.6.04

Thanks,

Andre

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Re: How to check Remedy Logins that are using Web Service

[Mueller, Doug]

Kali,

The CLIENT_TYPE will tell you where calls are coming from (if it is used).

And, for web services, it is used.

Client type 8 is the client type value for Web Services.  Client type 9 would 
be from the mid-tier.  And, there
are many other client types for other components of the system.

The client-type can be tested for in any server side workflow using the keyword 
 $CLIENT_TYPE$.  You can test
for the web service client type.

The client type is listed on the starting line of an API call in the API log if 
you want to look in the log to see it.

It should be translated to words if the server has a mapping for it or if not, 
the index is listed.  But, you should
be able to tell which client type each API comes from.  Any that say 0 mean 
that the program interacting with
the server has not specified who they are - which means either a BMC program 
that did not set it or a custom
program.

I hope this helps you find the traffic you are looking for.

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kali Obsum
Sent: Monday, August 13, 2012 1:55 AM
To: arslist@ARSLIST.ORG
Subject: How to check Remedy Logins that are using Web Service

**
Hi,

Is there any logs within Remedy 7.6.03 we can check to find which Remedy logins 
are creating tickets via WS or accessing any Remedy WS?

Regards,
Kali


NOTICE

The information contained in this email is confidential. If you are not the 
intended recipient, you must not disclose or use the information in this email 
in any way. If you received it in error, please tell us immediately by return 
email and delete the document. We do not guarantee the integrity of any e-mails 
or attached files and are not responsible for any changes made to them by any 
other person.


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Re: How to check Remedy Logins that are using Web Service

[Longwing, LJ CTR MDA/IC]

Interesting.  I thought that because WS calls came through the Mid-Tier server 
that it would also come in as 9good to know.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Monday, August 13, 2012 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

** 

Kali,

 

The CLIENT_TYPE will tell you where calls are coming from (if it is used).

 

And, for web services, it is used. 

 

Client type 8 is the client type value for Web Services.  Client type 9 would 
be from the mid-tier.  And, there

are many other client types for other components of the system.

 

The client-type can be tested for in any server side workflow using the keyword 
 $CLIENT_TYPE$.  You can test

for the web service client type.

 

The client type is listed on the starting line of an API call in the API log if 
you want to look in the log to see it.

 

It should be translated to words if the server has a mapping for it or if not, 
the index is listed.  But, you should

be able to tell which client type each API comes from.  Any that say 0 mean 
that the program interacting with

the server has not specified who they are - which means either a BMC program 
that did not set it or a custom

program.

 

I hope this helps you find the traffic you are looking for.

 

Doug Mueller

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kali Obsum
Sent: Monday, August 13, 2012 1:55 AM
To: arslist@ARSLIST.ORG
Subject: How to check Remedy Logins that are using Web Service

 

** 

Hi,

 

Is there any logs within Remedy 7.6.03 we can check to find which Remedy logins 
are creating tickets via WS or accessing any Remedy WS?

 

Regards,

Kali 

 

NOTICE 

The information contained in this email is confidential. If you are not the 
intended recipient, you must not disclose or use the information in this email 
in any way. If you received it in error, please tell us immediately by return 
email and delete the document. We do not guarantee the integrity of any e-mails 
or attached files and are not responsible for any changes made to them by any 
other person.

 

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

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

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Re: How to check Remedy Logins that are using Web Service

[Grooms, Frederick W]

You can find the complete list of BMC defined client types for your version in 
the ar.h file (search for AR_CLIENT_TYPE ) in the API directory include folder.

I hate to disagree with "Mr. Doug", but I thought it was client type 34   

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Monday, August 13, 2012 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

Interesting.  I thought that because WS calls came through the Mid-Tier server 
that it would also come in as 9good to know.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Monday, August 13, 2012 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

** 

Kali,

The CLIENT_TYPE will tell you where calls are coming from (if it is used).

And, for web services, it is used. 

Client type 8 is the client type value for Web Services.  Client type 9 would 
be from the mid-tier.  And, there
are many other client types for other components of the system.

The client-type can be tested for in any server side workflow using the keyword 
 $CLIENT_TYPE$.  You can test
for the web service client type.

The client type is listed on the starting line of an API call in the API log if 
you want to look in the log to see it.

It should be translated to words if the server has a mapping for it or if not, 
the index is listed.  But, you should
be able to tell which client type each API comes from.  Any that say 0 mean 
that the program interacting with
the server has not specified who they are - which means either a BMC program 
that did not set it or a custom
program.


I hope this helps you find the traffic you are looking for.

Doug Mueller

 
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kali Obsum
Sent: Monday, August 13, 2012 1:55 AM
To: arslist@ARSLIST.ORG
Subject: How to check Remedy Logins that are using Web Service

** 

Hi,

Is there any logs within Remedy 7.6.03 we can check to find which Remedy logins 
are creating tickets via WS or accessing any Remedy WS?

Regards,
Kali 


NOTICE 

The information contained in this email is confidential. If you are not the 
intended recipient, you must not disclose or use the information in this email 
in any way. If you received it in error, please tell us immediately by return 
email and delete the document. We do not guarantee the integrity of any e-mails 
or attached files and are not responsible for any changes made to them by any 
other person.

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Re: How to check Remedy Logins that are using Web Service

[Mueller, Doug]

LJ,

Yeah, but sometimes we think ahead

We do know that the traffic arriving is from a browser interaction or from a web
service.  So, we set the client type differently so that you can know which it 
is.

This is just like we set the client type of the Web Reporting (at least we are
supposed to be setting it) to 6 (may be tagged in the ar.h file as 
CLIENT_TYPE_ODBC)
instead of 9 (for mid-tier).  This way, you can tell that the interaction is
for the web reporting engine rather than for the mid-tier interaction in 
general.

So, there are three different client types that all come from the "mid-tier"
  -- mid-tier interactive use -- 9
  -- web reporting -- 6
  -- web services -- 8

This allows you to know to a finer level of detail what subsystem of the 
mid-tier
is causing the interaction and there is value in differentiating these three
aspects.

Doug Mueller



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Monday, August 13, 2012 10:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

Interesting.  I thought that because WS calls came through the Mid-Tier server 
that it would also come in as 9good to know.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Monday, August 13, 2012 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

** 

Kali,

 

The CLIENT_TYPE will tell you where calls are coming from (if it is used).

 

And, for web services, it is used. 

 

Client type 8 is the client type value for Web Services.  Client type 9 would 
be from the mid-tier.  And, there

are many other client types for other components of the system.

 

The client-type can be tested for in any server side workflow using the keyword 
 $CLIENT_TYPE$.  You can test

for the web service client type.

 

The client type is listed on the starting line of an API call in the API log if 
you want to look in the log to see it.

 

It should be translated to words if the server has a mapping for it or if not, 
the index is listed.  But, you should

be able to tell which client type each API comes from.  Any that say 0 mean 
that the program interacting with

the server has not specified who they are - which means either a BMC program 
that did not set it or a custom

program.

 

I hope this helps you find the traffic you are looking for.

 

Doug Mueller

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kali Obsum
Sent: Monday, August 13, 2012 1:55 AM
To: arslist@ARSLIST.ORG
Subject: How to check Remedy Logins that are using Web Service

 

** 

Hi,

 

Is there any logs within Remedy 7.6.03 we can check to find which Remedy logins 
are creating tickets via WS or accessing any Remedy WS?

 

Regards,

Kali 

 

NOTICE 

The information contained in this email is confidential. If you are not the 
intended recipient, you must not disclose or use the information in this email 
in any way. If you received it in error, please tell us immediately by return 
email and delete the document. We do not guarantee the integrity of any e-mails 
or attached files and are not responsible for any changes made to them by any 
other person.

 

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

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Re: How to check Remedy Logins that are using Web Service

[Mueller, Doug]

Fred,

Well, the code that the engineer looked up for me indicated 8.

Now, maybe they looked up something wrong and it is 34.

EITHER WAY, it is different for Web Services and interactive mid-tier traffic.

I did think it was odd to be 8 since 8 was originally the client-type of an 
earlier
incarnation of the web support (the "waserver" for the old timers on the list).

So, it may be 8, it may be 34.  The key is that now that you know there is a
difference, you can look for it and key off of whichever value it turns out to 
be...

Sorry about giving the wrong number if it is indeed 34 instead of 8.

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, August 13, 2012 11:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

You can find the complete list of BMC defined client types for your version in 
the ar.h file (search for AR_CLIENT_TYPE ) in the API directory include folder.

I hate to disagree with "Mr. Doug", but I thought it was client type 34   

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Monday, August 13, 2012 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

Interesting.  I thought that because WS calls came through the Mid-Tier server 
that it would also come in as 9good to know.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Monday, August 13, 2012 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

** 

Kali,

The CLIENT_TYPE will tell you where calls are coming from (if it is used).

And, for web services, it is used. 

Client type 8 is the client type value for Web Services.  Client type 9 would 
be from the mid-tier.  And, there
are many other client types for other components of the system.

The client-type can be tested for in any server side workflow using the keyword 
 $CLIENT_TYPE$.  You can test
for the web service client type.

The client type is listed on the starting line of an API call in the API log if 
you want to look in the log to see it.

It should be translated to words if the server has a mapping for it or if not, 
the index is listed.  But, you should
be able to tell which client type each API comes from.  Any that say 0 mean 
that the program interacting with
the server has not specified who they are - which means either a BMC program 
that did not set it or a custom
program.


I hope this helps you find the traffic you are looking for.

Doug Mueller

 
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kali Obsum
Sent: Monday, August 13, 2012 1:55 AM
To: arslist@ARSLIST.ORG
Subject: How to check Remedy Logins that are using Web Service

** 

Hi,

Is there any logs within Remedy 7.6.03 we can check to find which Remedy logins 
are creating tickets via WS or accessing any Remedy WS?

Regards,
Kali 


NOTICE 

The information contained in this email is confidential. If you are not the 
intended recipient, you must not disclose or use the information in this email 
in any way. If you received it in error, please tell us immediately by return 
email and delete the document. We do not guarantee the integrity of any e-mails 
or attached files and are not responsible for any changes made to them by any 
other person.

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Re: How to check Remedy Logins that are using Web Service

[Misi Mladoniczky]

Hi,

This might be a little off topic, but it is not in ar.h, so...

If you use RRR|Chive, the $CLIENT-TYPE$ is set to .

Makes it easy to add or disable workflow for various clients.

Best Regards - Misi, RRR AB, http://rrr.se

> You can find the complete list of BMC defined client types for your
> version in the ar.h file (search for AR_CLIENT_TYPE ) in the API directory
> include folder.
>
> I hate to disagree with "Mr. Doug", but I thought it was client type 34
>
> Fred
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
> Sent: Monday, August 13, 2012 12:56 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: How to check Remedy Logins that are using Web Service
>
> Interesting.  I thought that because WS calls came through the Mid-Tier
> server that it would also come in as 9good to know.
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
> Sent: Monday, August 13, 2012 11:54 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: How to check Remedy Logins that are using Web Service
>
> **
>
> Kali,
>
> The CLIENT_TYPE will tell you where calls are coming from (if it is used).
>
> And, for web services, it is used.
>
> Client type 8 is the client type value for Web Services.  Client type 9
> would be from the mid-tier.  And, there
> are many other client types for other components of the system.
>
> The client-type can be tested for in any server side workflow using the
> keyword  $CLIENT_TYPE$.  You can test
> for the web service client type.
>
> The client type is listed on the starting line of an API call in the API
> log if you want to look in the log to see it.
>
> It should be translated to words if the server has a mapping for it or if
> not, the index is listed.  But, you should
> be able to tell which client type each API comes from.  Any that say 0
> mean that the program interacting with
> the server has not specified who they are - which means either a BMC
> program that did not set it or a custom
> program.
>
>
> I hope this helps you find the traffic you are looking for.
>
> Doug Mueller
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Kali Obsum
> Sent: Monday, August 13, 2012 1:55 AM
> To: arslist@ARSLIST.ORG
> Subject: How to check Remedy Logins that are using Web Service
>
> **
>
> Hi,
>
> Is there any logs within Remedy 7.6.03 we can check to find which Remedy
> logins are creating tickets via WS or accessing any Remedy WS?
>
> Regards,
> Kali
>
>
> NOTICE
>
> The information contained in this email is confidential. If you are not
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Re: OT: Apache Tomcat

[Matthew Perrault]

Roger,
I hate to break this to you but we've been having that issue for over 3 years.
3/5/2009
We did have an open Support Ticket with BMC, and they could not solve it.
ISS03409598
SW00371854
SW00325104

Tried several patches that they provided to no success.
They basically told us we have to upgrade as they could not solve it.

We did set out Java Memory Settings to 1024, 1024

Granted our environment is a little different than yours
ARS 7.1 Patch 8 (soon to be Patch 11)
Mid-Tier 7.1 Patch 8 (soon to be Patch 11)
MS SQL 2005
Windows Server 2003

Good luck,
Let me know if you figure anything out.
Thanks
Matt P.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nall, Roger
Sent: Monday, August 13, 2012 10:37 AM
To: arslist@ARSLIST.ORG
Subject: OT: Apache Tomcat

**
ARS 7.1 Patch 4 (Application)
Mid Tier - 7.6.4 Patch 2
SQL 2000
Windows 2003 (Application)
Windows 2008 (Mid Tier)

We have been having to restart Apache Tomcat 6.0 service just about once every 
3 - 4 weeks for the last couple of months. I am wondering if anyone can suggest 
what I can look to determine what may be wrong.

Thanks,

Roger Nall
Manager, SA Business Objects/Remedy
Desk: 972-464-3712
PCS: 973-652-6723
SA_Intake
SA Portal

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

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Re: OT: Apache Tomcat

[Pierson, Shawn]

Have either of you tried running on the "real" version of Tomcat rather than 
the version BMC ships with the Mid Tier?  While I've not had the trouble you 
all have, I'm personally more confident in downloading and setting up Apache 
the way I think it should be set up, then installing the Mid Tier on top of 
that separately.  Despite that though, BMC's performance tuning whitepapers 
have also helped out quite a bit.  I'm not sure why BMC doesn't have things 
like garbage collection set up in the BMC provided version of Tomcat, but that 
seems to help with potential memory leaks.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
Sent: Monday, August 13, 2012 2:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Apache Tomcat

**
Roger,
I hate to break this to you but we've been having that issue for over 3 years.
3/5/2009
We did have an open Support Ticket with BMC, and they could not solve it.
ISS03409598
SW00371854
SW00325104

Tried several patches that they provided to no success.
They basically told us we have to upgrade as they could not solve it.

We did set out Java Memory Settings to 1024, 1024

Granted our environment is a little different than yours
ARS 7.1 Patch 8 (soon to be Patch 11)
Mid-Tier 7.1 Patch 8 (soon to be Patch 11)
MS SQL 2005
Windows Server 2003

Good luck,
Let me know if you figure anything out.
Thanks
Matt P.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nall, Roger
Sent: Monday, August 13, 2012 10:37 AM
To: arslist@ARSLIST.ORG
Subject: OT: Apache Tomcat

**
ARS 7.1 Patch 4 (Application)
Mid Tier - 7.6.4 Patch 2
SQL 2000
Windows 2003 (Application)
Windows 2008 (Mid Tier)

We have been having to restart Apache Tomcat 6.0 service just about once every 
3 - 4 weeks for the last couple of months. I am wondering if anyone can suggest 
what I can look to determine what may be wrong.

Thanks,

Roger Nall
Manager, SA Business Objects/Remedy
Desk: 972-464-3712
PCS: 973-652-6723
SA_Intake
SA Portal

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

Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
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Re: OT: Apache Tomcat

[Tomasiewicz, Mike (Information Technology)]

Roger,

Are you limiting returned results from your users, and denying unqualified 
searches?

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nall, Roger
Sent: Monday, August 13, 2012 10:37 AM
To: arslist@ARSLIST.ORG
Subject: OT: Apache Tomcat

**
ARS 7.1 Patch 4 (Application)
Mid Tier - 7.6.4 Patch 2
SQL 2000
Windows 2003 (Application)
Windows 2008 (Mid Tier)

We have been having to restart Apache Tomcat 6.0 service just about once every 
3 - 4 weeks for the last couple of months. I am wondering if anyone can suggest 
what I can look to determine what may be wrong.

Thanks,

Roger Nall
Manager, SA Business Objects/Remedy
Desk: 972-464-3712
PCS: 973-652-6723
SA_Intake
SA Portal

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

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Re: How to check Remedy Logins that are using Web Service

[Joe Martin D'Souza]

That’s what I was thinking too as most of the lower client types were 
already exhausted before WS was even available as a client type.


One easy way to confirm whether it is 8 or 34 is to check the ar.h file that 
gets bundled with the AR API's if installed..


This file will have a list of all client type variables with its numbers in 
the body of that header file.. I do not have it handy right now or I would 
check it for you guys.. This file is how I check what a client type value 
should be usually when coding and I am not sure through memory what it is or 
may be..


But I think I agree with Fred that it could probably be 34 and not 8 as 
those low numbers were taken well before WS was a reality as far as the ARS 
is concerned..


Joe

-Original Message- 
From: Mueller, Doug
Sent: Monday, August 13, 2012 2:08 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

Fred,

Well, the code that the engineer looked up for me indicated 8.

Now, maybe they looked up something wrong and it is 34.

EITHER WAY, it is different for Web Services and interactive mid-tier 
traffic.


I did think it was odd to be 8 since 8 was originally the client-type of an 
earlier
incarnation of the web support (the "waserver" for the old timers on the 
list).


So, it may be 8, it may be 34.  The key is that now that you know there is a
difference, you can look for it and key off of whichever value it turns out 
to be...


Sorry about giving the wrong number if it is indeed 34 instead of 8.

Doug Mueller

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

Sent: Monday, August 13, 2012 11:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

You can find the complete list of BMC defined client types for your version 
in the ar.h file (search for AR_CLIENT_TYPE ) in the API directory include 
folder.


I hate to disagree with "Mr. Doug", but I thought it was client type 34

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC

Sent: Monday, August 13, 2012 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

Interesting.  I thought that because WS calls came through the Mid-Tier 
server that it would also come in as 9good to know.



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

Sent: Monday, August 13, 2012 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

**

Kali,

The CLIENT_TYPE will tell you where calls are coming from (if it is used).

And, for web services, it is used.

Client type 8 is the client type value for Web Services.  Client type 9 
would be from the mid-tier.  And, there

are many other client types for other components of the system.

The client-type can be tested for in any server side workflow using the 
keyword  $CLIENT_TYPE$.  You can test

for the web service client type.

The client type is listed on the starting line of an API call in the API log 
if you want to look in the log to see it.


It should be translated to words if the server has a mapping for it or if 
not, the index is listed.  But, you should
be able to tell which client type each API comes from.  Any that say 0 mean 
that the program interacting with
the server has not specified who they are - which means either a BMC program 
that did not set it or a custom

program.


I hope this helps you find the traffic you are looking for.

Doug Mueller


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

Sent: Monday, August 13, 2012 1:55 AM
To: arslist@ARSLIST.ORG
Subject: How to check Remedy Logins that are using Web Service

**

Hi,

Is there any logs within Remedy 7.6.03 we can check to find which Remedy 
logins are creating tickets via WS or accessing any Remedy WS?


Regards,
Kali 


___
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Re: How to check Remedy Logins that are using Web Service

[Joe Martin D'Souza]

It's not in there?? That's a little surprising as it should have technically 
been a separate client type..


Maybe it should be something that should be flagged up for enhancement so it 
can be recognized as a separate individual client - its not unknown so cant 
be 0. Neither can it be considered to be the Mid-Tier although the MT is 
used as a backbone to support WS's..


I wonder if anyone could run a quick test to see what the WS Client Type 
gets reported as..


Joe

-Original Message- 
From: Misi Mladoniczky
Sent: Monday, August 13, 2012 2:26 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

Hi,

This might be a little off topic, but it is not in ar.h, so...

If you use RRR|Chive, the $CLIENT-TYPE$ is set to .

Makes it easy to add or disable workflow for various clients.

   Best Regards - Misi, RRR AB, http://rrr.se


You can find the complete list of BMC defined client types for your
version in the ar.h file (search for AR_CLIENT_TYPE ) in the API directory
include folder.

I hate to disagree with "Mr. Doug", but I thought it was client type 34

Fred


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Monday, August 13, 2012 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

Interesting.  I thought that because WS calls came through the Mid-Tier
server that it would also come in as 9good to know.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Monday, August 13, 2012 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

**

Kali,

The CLIENT_TYPE will tell you where calls are coming from (if it is used).

And, for web services, it is used.

Client type 8 is the client type value for Web Services.  Client type 9
would be from the mid-tier.  And, there
are many other client types for other components of the system.

The client-type can be tested for in any server side workflow using the
keyword  $CLIENT_TYPE$.  You can test
for the web service client type.

The client type is listed on the starting line of an API call in the API
log if you want to look in the log to see it.

It should be translated to words if the server has a mapping for it or if
not, the index is listed.  But, you should
be able to tell which client type each API comes from.  Any that say 0
mean that the program interacting with
the server has not specified who they are - which means either a BMC
program that did not set it or a custom
program.


I hope this helps you find the traffic you are looking for.

Doug Mueller


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kali Obsum
Sent: Monday, August 13, 2012 1:55 AM
To: arslist@ARSLIST.ORG
Subject: How to check Remedy Logins that are using Web Service

**

Hi,

Is there any logs within Remedy 7.6.03 we can check to find which Remedy
logins are creating tickets via WS or accessing any Remedy WS?

Regards,
Kali 


___
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Re: How to check Remedy Logins that are using Web Service

[Matthew Perrault]

From the AR.h file:

#define AR_CLIENT_TYPE_UNKNOWN 0
#define AR_CLIENT_TYPE_PRE_50  1  /* Pre 5.0 ar client tools */
#define AR_CLIENT_TYPE_WAT 2  /* Windows admin tool */
#define AR_CLIENT_TYPE_WUT 3  /* Windows user tool */
#define AR_CLIENT_TYPE_WIP 4  /* Windows import tool */
#define AR_CLIENT_TYPE_DSO 5  /* Distributed server */
#define AR_CLIENT_TYPE_ODBC6  /* ARODBC */
#define AR_CLIENT_TYPE_APPROVAL7  /* Approval server */
#define AR_CLIENT_TYPE_WEB_SERVER  8  /* AR web server, waserver */
#define AR_CLIENT_TYPE_MID_TIER9  /* Mid-tier 5.0 and later */
#define AR_CLIENT_TYPE_PALM_PILOT 10  /* Palm pilot */
#define AR_CLIENT_TYPE_FLASHBOARDS11  /* Flashboards */
#define AR_CLIENT_TYPE_FLASHBOARDS_MID_TIER   12  /* Flashboards mid-tier */
#define AR_CLIENT_TYPE_EIE13  /* Enterprise Integration */
  /*  Engine*/
#define AR_CLIENT_TYPE_RELOAD 14  /* arreload */
#define AR_CLIENT_TYPE_CACHE  15  /* arcache */
#define AR_CLIENT_TYPE_DIST   16  /* ardist */
#define AR_CLIENT_TYPE_RUN_MACRO  17  /* runmacro */
#define AR_CLIENT_TYPE_MAIL   18  /* armaild/armailex */
#define AR_CLIENT_TYPE_IMPORT_CMD 19  /* arimportcmd */
#define AR_CLIENT_TYPE_REPORT_PLUGIN  20  /* Report creator plugin */
#define AR_CLIENT_TYPE_ALERT  21  /* Alert tool */
#define AR_CLIENT_TYPE_MAIL_DAEMON22  /* New AR Mail Daemon, not 
armaild */
#define AR_CLIENT_TYPE_SIGNAL 23  /* arsignal */
#define AR_CLIENT_TYPE_DEBUGGER   24  /* debugger */
#define AR_CLIENT_TYPE_OBJSTR 25  /* object store API */
#define AR_CLIENT_TYPE_OBJSTR_SYNC26  /* object store sync utility 
*/
#define AR_CLIENT_TYPE_SERVER_ADMIN_PLUGIN27  /* Server Admin plugin */
#define AR_CLIENT_TYPE_SIM_PUBLISHING_SERVER  28  /* bmc sim publishing server 
*/
#define AR_CLIENT_TYPE_SIM_SME29  /* bmc sim service model 
editor */
#define AR_CLIENT_TYPE_CMDB_ENGINE30  /* cmdb engine */
#define AR_CLIENT_TYPE_CMDB_DRIVER31  /* cmdb driver */
#define AR_CLIENT_TYPE_RECON_ENGINE   32  /* cmdb reconciliation engine 
*/
#define AR_CLIENT_TYPE_ASSIGNMENT_ENGINE  33  /*Assignment Engine */
#define AR_CLIENT_TYPE_WEBSERVICE 34  /* Webservice client type */

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Monday, August 13, 2012 3:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

That’s what I was thinking too as most of the lower client types were already 
exhausted before WS was even available as a client type.

One easy way to confirm whether it is 8 or 34 is to check the ar.h file that 
gets bundled with the AR API's if installed..

This file will have a list of all client type variables with its numbers in the 
body of that header file.. I do not have it handy right now or I would check it 
for you guys.. This file is how I check what a client type value should be 
usually when coding and I am not sure through memory what it is or may be..

But I think I agree with Fred that it could probably be 34 and not 8 as those 
low numbers were taken well before WS was a reality as far as the ARS is 
concerned..

Joe

-Original Message-
From: Mueller, Doug
Sent: Monday, August 13, 2012 2:08 PM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

Fred,

Well, the code that the engineer looked up for me indicated 8.

Now, maybe they looked up something wrong and it is 34.

EITHER WAY, it is different for Web Services and interactive mid-tier traffic.

I did think it was odd to be 8 since 8 was originally the client-type of an 
earlier incarnation of the web support (the "waserver" for the old timers on 
the list).

So, it may be 8, it may be 34.  The key is that now that you know there is a 
difference, you can look for it and key off of whichever value it turns out to 
be...

Sorry about giving the wrong number if it is indeed 34 instead of 8.

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, August 13, 2012 11:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

You can find the complete list of BMC defined client types for your version in 
the ar.h file (search for AR_CLIENT_TYPE ) in the API directory include folder.

I hate to disagree with "Mr. Doug", but I thought

Re: How to check Remedy Logins that are using Web Service

[Matthew Perrault]

Its 34.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Monday, August 13, 2012 3:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

It's not in there?? That's a little surprising as it should have technically 
been a separate client type..

Maybe it should be something that should be flagged up for enhancement so it 
can be recognized as a separate individual client - its not unknown so cant be 
0. Neither can it be considered to be the Mid-Tier although the MT is used as a 
backbone to support WS's..

I wonder if anyone could run a quick test to see what the WS Client Type gets 
reported as..

Joe

-Original Message-
From: Misi Mladoniczky
Sent: Monday, August 13, 2012 2:26 PM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

Hi,

This might be a little off topic, but it is not in ar.h, so...

If you use RRR|Chive, the $CLIENT-TYPE$ is set to .

Makes it easy to add or disable workflow for various clients.

Best Regards - Misi, RRR AB, http://rrr.se

> You can find the complete list of BMC defined client types for your 
> version in the ar.h file (search for AR_CLIENT_TYPE ) in the API 
> directory include folder.
>
> I hate to disagree with "Mr. Doug", but I thought it was client type 
> 34
>
> Fred
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
> Sent: Monday, August 13, 2012 12:56 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: How to check Remedy Logins that are using Web Service
>
> Interesting.  I thought that because WS calls came through the 
> Mid-Tier server that it would also come in as 9good to know.
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
> Sent: Monday, August 13, 2012 11:54 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: How to check Remedy Logins that are using Web Service
>
> **
>
> Kali,
>
> The CLIENT_TYPE will tell you where calls are coming from (if it is used).
>
> And, for web services, it is used.
>
> Client type 8 is the client type value for Web Services.  Client type 
> 9 would be from the mid-tier.  And, there are many other client types 
> for other components of the system.
>
> The client-type can be tested for in any server side workflow using 
> the keyword  $CLIENT_TYPE$.  You can test for the web service client 
> type.
>
> The client type is listed on the starting line of an API call in the 
> API log if you want to look in the log to see it.
>
> It should be translated to words if the server has a mapping for it or 
> if not, the index is listed.  But, you should be able to tell which 
> client type each API comes from.  Any that say 0 mean that the program 
> interacting with the server has not specified who they are - which 
> means either a BMC program that did not set it or a custom program.
>
>
> I hope this helps you find the traffic you are looking for.
>
> Doug Mueller
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Kali Obsum
> Sent: Monday, August 13, 2012 1:55 AM
> To: arslist@ARSLIST.ORG
> Subject: How to check Remedy Logins that are using Web Service
>
> **
>
> Hi,
>
> Is there any logs within Remedy 7.6.03 we can check to find which 
> Remedy logins are creating tickets via WS or accessing any Remedy WS?
>
> Regards,
> Kali

___
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Re: How to check Remedy Logins that are using Web Service

[John Sundberg]

Just wondering - any reason why BMC does not have an external facing version of 
their Javadoc???
I always seem to search and find it on JavaSystemSolutions site - but never on 
BMC.

From: 
http://www.javasystemsolutions.com/documentation/thirdparty/arapi/constant-values.html#com.remedy.arsys.api.Constants.AR_FUNCTION_LENGTHC



public static final int AR_CLIENT_TYPE_ALERT21
public static final int AR_CLIENT_TYPE_APPROVAL 7
public static final int AR_CLIENT_TYPE_CACHE15
public static final int AR_CLIENT_TYPE_CHANGE_ID4009
public static final int AR_CLIENT_TYPE_CHANGE_SEL   4008
public static final int AR_CLIENT_TYPE_DISPATCHER   4001
public static final int AR_CLIENT_TYPE_DIST 16
public static final int AR_CLIENT_TYPE_DRIVER   4000
public static final int AR_CLIENT_TYPE_DSO  5
public static final int AR_CLIENT_TYPE_EIE  13
public static final int AR_CLIENT_TYPE_END_OF_PRODUCT   3999
public static final int AR_CLIENT_TYPE_END_OF_RESERVED_RANGE5000
public static final int AR_CLIENT_TYPE_FLASHBOARDS  11
public static final int AR_CLIENT_TYPE_FLASHBOARDS_MID_TIER 12
public static final int AR_CLIENT_TYPE_HELP 4002
public static final int AR_CLIENT_TYPE_IMPORT_CMD   19
public static final int AR_CLIENT_TYPE_JANITOR  4003
public static final int AR_CLIENT_TYPE_MAIL 18
public static final int AR_CLIENT_TYPE_MAIL_DAEMON  22
public static final int AR_CLIENT_TYPE_MENU 4004
public static final int AR_CLIENT_TYPE_MID_TIER 9
public static final int AR_CLIENT_TYPE_ODBC 6
public static final int AR_CLIENT_TYPE_PALM_PILOT   10
public static final int AR_CLIENT_TYPE_PRE_50   1
public static final int AR_CLIENT_TYPE_RELOAD   14
public static final int AR_CLIENT_TYPE_REPORT_PLUGIN20
public static final int AR_CLIENT_TYPE_RUN_MACRO17
public static final int AR_CLIENT_TYPE_SIM_PUBLISHING_SERVER28
public static final int AR_CLIENT_TYPE_SIM_SME  29
public static final int AR_CLIENT_TYPE_SQLED4007
public static final int AR_CLIENT_TYPE_STRUCT   4005
public static final int AR_CLIENT_TYPE_TEXT 4006
public static final int AR_CLIENT_TYPE_UNKNOWN  0
public static final int AR_CLIENT_TYPE_UNPRODUCTIZED_START  4000
public static final int AR_CLIENT_TYPE_WAT  2
public static final int AR_CLIENT_TYPE_WEB_SERVER   8
public static final int AR_CLIENT_TYPE_WEBSERVICE   34
public static final int AR_CLIENT_TYPE_WIP  4
public static final int AR_CLIENT_TYPE_WUT  3




-John




On Aug 13, 2012, at 3:47 PM, Joe Martin D'Souza  wrote:

That’s what I was thinking too as most of the lower client types were already 
exhausted before WS was even available as a client type.

One easy way to confirm whether it is 8 or 34 is to check the ar.h file that 
gets bundled with the AR API's if installed..

This file will have a list of all client type variables with its numbers in the 
body of that header file.. I do not have it handy right now or I would check it 
for you guys.. This file is how I check what a client type value should be 
usually when coding and I am not sure through memory what it is or may be..

But I think I agree with Fred that it could probably be 34 and not 8 as those 
low numbers were taken well before WS was a reality as far as the ARS is 
concerned..

Joe

-Original Message- From: Mueller, Doug
Sent: Monday, August 13, 2012 2:08 PM Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

Fred,

Well, the code that the engineer looked up for me indicated 8.

Now, maybe they looked up something wrong and it is 34.

EITHER WAY, it is different for Web Services and interactive mid-tier traffic.

I did think it was odd to be 8 since 8 was originally the client-type of an 
earlier
incarnation of the web support (the "waserver" for the old timers on the list).

So, it may be 8, it may be 34.  The key is that now that you know there is a
difference, you can look for it and key off of whichever value it turns out to 
be...

Sorry about giving the wrong number if it is indeed 34 instead of 8.

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, August 13, 2012 11:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

You can find the complete list of BMC defined client types for your version in 
the ar.h file (search for AR_CLIENT_TYPE ) in the API directory include folder.

I hate to disagree with "Mr. Doug", but I thought it was client type 34

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Monday, August 13, 2012 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

Interesting.  I thought that because WS calls ca

Re: How to check Remedy Logins that are using Web Service

[Joe Martin D'Souza]

There you go.. its 34.. Thank you Matt.. This is the best way to determine 
the Client Type value.. Guides and manuals could have a typo but this file 
is the source of truth..


So 8 was actually the Web Server and not Web services.. I wonder when a Web 
server (8) would be actually used as a client type?


Joe

-Original Message- 
From: Matthew Perrault
Sent: Monday, August 13, 2012 4:52 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service


From the AR.h file:


#define AR_CLIENT_TYPE_UNKNOWN 0
#define AR_CLIENT_TYPE_PRE_50  1  /* Pre 5.0 ar client tools 
*/

#define AR_CLIENT_TYPE_WAT 2  /* Windows admin tool */
#define AR_CLIENT_TYPE_WUT 3  /* Windows user tool */
#define AR_CLIENT_TYPE_WIP 4  /* Windows import tool */
#define AR_CLIENT_TYPE_DSO 5  /* Distributed server */
#define AR_CLIENT_TYPE_ODBC6  /* ARODBC */
#define AR_CLIENT_TYPE_APPROVAL7  /* Approval server */
#define AR_CLIENT_TYPE_WEB_SERVER  8  /* AR web server, waserver 
*/
#define AR_CLIENT_TYPE_MID_TIER9  /* Mid-tier 5.0 and later 
*/

#define AR_CLIENT_TYPE_PALM_PILOT 10  /* Palm pilot */
#define AR_CLIENT_TYPE_FLASHBOARDS11  /* Flashboards */
#define AR_CLIENT_TYPE_FLASHBOARDS_MID_TIER   12  /* Flashboards mid-tier */
#define AR_CLIENT_TYPE_EIE13  /* Enterprise Integration 
*/
 /*  Engine 
*/

#define AR_CLIENT_TYPE_RELOAD 14  /* arreload */
#define AR_CLIENT_TYPE_CACHE  15  /* arcache */
#define AR_CLIENT_TYPE_DIST   16  /* ardist */
#define AR_CLIENT_TYPE_RUN_MACRO  17  /* runmacro */
#define AR_CLIENT_TYPE_MAIL   18  /* armaild/armailex */
#define AR_CLIENT_TYPE_IMPORT_CMD 19  /* arimportcmd */
#define AR_CLIENT_TYPE_REPORT_PLUGIN  20  /* Report creator plugin 
*/

#define AR_CLIENT_TYPE_ALERT  21  /* Alert tool */
#define AR_CLIENT_TYPE_MAIL_DAEMON22  /* New AR Mail Daemon, not 
armaild */

#define AR_CLIENT_TYPE_SIGNAL 23  /* arsignal */
#define AR_CLIENT_TYPE_DEBUGGER   24  /* debugger */
#define AR_CLIENT_TYPE_OBJSTR 25  /* object store API */
#define AR_CLIENT_TYPE_OBJSTR_SYNC26  /* object store sync 
utility */

#define AR_CLIENT_TYPE_SERVER_ADMIN_PLUGIN27  /* Server Admin plugin */
#define AR_CLIENT_TYPE_SIM_PUBLISHING_SERVER  28  /* bmc sim publishing 
server */
#define AR_CLIENT_TYPE_SIM_SME29  /* bmc sim service model 
editor */

#define AR_CLIENT_TYPE_CMDB_ENGINE30  /* cmdb engine */
#define AR_CLIENT_TYPE_CMDB_DRIVER31  /* cmdb driver */
#define AR_CLIENT_TYPE_RECON_ENGINE   32  /* cmdb reconciliation 
engine */

#define AR_CLIENT_TYPE_ASSIGNMENT_ENGINE  33  /*Assignment Engine */
#define AR_CLIENT_TYPE_WEBSERVICE 34  /* Webservice client type 
*/


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza

Sent: Monday, August 13, 2012 3:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

That’s what I was thinking too as most of the lower client types were 
already exhausted before WS was even available as a client type.


One easy way to confirm whether it is 8 or 34 is to check the ar.h file that 
gets bundled with the AR API's if installed..


This file will have a list of all client type variables with its numbers in 
the body of that header file.. I do not have it handy right now or I would 
check it for you guys.. This file is how I check what a client type value 
should be usually when coding and I am not sure through memory what it is or 
may be..


But I think I agree with Fred that it could probably be 34 and not 8 as 
those low numbers were taken well before WS was a reality as far as the ARS 
is concerned..


Joe

-Original Message-
From: Mueller, Doug
Sent: Monday, August 13, 2012 2:08 PM Newsgroups:
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: How to check Remedy Logins that are using Web Service

Fred,

Well, the code that the engineer looked up for me indicated 8.

Now, maybe they looked up something wrong and it is 34.

EITHER WAY, it is different for Web Services and interactive mid-tier 
traffic.


I did think it was odd to be 8 since 8 was originally the client-type of an 
earlier incarnation of the web support (the "waserver" for the old timers on 
the list).


So, it may be 8, it may be 34.  The key is that now that you know there is a 
difference, you can look for it and key off of whichever value it turns out 
to be...


Sorry about givi

plugin question : MAINWORKOR

[patrick zandi]

Anyone seen this?  I cannot find this form: guessing it is not what I think

2012-08-10 20:28:03,077 WARN [pool-4-thread-2]
com.bmc.itsm.conquery.ardbc.conquery.helpers.Helper (Helper.java:280) -
Data type mismatch. Vendor field: 100218 is of data type: 4 while
application field:103230 on form:MAINWORKOR

DER is of data type: [0]. Null value will be returned in vendor
field:100218


ENV: 7.6.04.sp2

-- 
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Re: plugin question : MAINWORKOR

[Joe Martin D'Souza]

That ones weird.. That form does not look like any form from the OTB list that 
I know of at least with any of the standard BMC offerings.. It must be a one of 
those test forms used during development and somehow something that you did 
triggered some or their test workflow that was never meant to fire?

Joe

From: patrick zandi 
Sent: Monday, August 13, 2012 5:07 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: plugin question : MAINWORKOR

** Anyone seen this?  I cannot find this form: guessing it is not what I think

2012-08-10 20:28:03,077 WARN [pool-4-thread-2] 
com.bmc.itsm.conquery.ardbc.conquery.helpers.Helper (Helper.java:280) - Data 
type mismatch. Vendor field: 100218 is of data type: 4 while application 
field:103230 on form:MAINWORKOR

DER is of data type: [0]. Null value will be returned in vendor field:100218



ENV: 7.6.04.sp2  

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Re: plugin question : MAINWORKOR

[Randeep Atwal]

I think MAINWORKORDER is the alias for the WOI:WorkOrder form used by the 
OverViewConsole vendor form.

So the vendor form configuration may need it's datatype mapping updated, or the 
work order form field reverted.
Sent from my BlackBerry device on the Rogers Wireless Network

-Original Message-
From: Joe Martin D'Souza 
Sender:   "Action Request System discussion list(ARSList)" 

Date: Mon, 13 Aug 2012 17:13:05 
To: 
Reply-To: arslist@ARSLIST.ORG
Subject: Re: plugin question : MAINWORKOR


That ones weird.. That form does not look like any form from the OTB list that 
I know of at least with any of the standard BMC offerings.. It must be a one of 
those test forms used during development and somehow something that you did 
triggered some or their test workflow that was never meant to fire?

Joe

From: patrick zandi 
Sent: Monday, August 13, 2012 5:07 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: plugin question : MAINWORKOR

** Anyone seen this?  I cannot find this form: guessing it is not what I think

2012-08-10 20:28:03,077 WARN [pool-4-thread-2] 
com.bmc.itsm.conquery.ardbc.conquery.helpers.Helper (Helper.java:280) - Data 
type mismatch. Vendor field: 100218 is of data type: 4 while application 
field:103230 on form:MAINWORKOR

DER is of data type: [0]. Null value will be returned in vendor field:100218



ENV: 7.6.04.sp2  

-- 
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Re: plugin question : MAINWORKOR

[Joe Martin D'Souza]

To come to think of it it sounds more like the Keyword used for indicating the 
Work Order form than even an alias. But why would a plugin reference that as a 
form name?

Joe

From: Randeep Atwal 
Sent: Monday, August 13, 2012 5:18 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: plugin question : MAINWORKOR

** ** I think MAINWORKORDER is the alias for the WOI:WorkOrder form used by the 
OverViewConsole vendor form.

So the vendor form configuration may need it's datatype mapping updated, or the 
work order form field reverted. 
Sent from my BlackBerry device on the Rogers Wireless Network



From: Joe Martin D'Souza  
Sender: "Action Request System discussion list(ARSList)"  
Date: Mon, 13 Aug 2012 17:13:05 -0400
To: 
ReplyTo: arslist@ARSLIST.ORG 
Subject: Re: plugin question : MAINWORKOR


That ones weird.. That form does not look like any form from the OTB list that 
I know of at least with any of the standard BMC offerings.. It must be a one of 
those test forms used during development and somehow something that you did 
triggered some or their test workflow that was never meant to fire?

Joe

From: patrick zandi 
Sent: Monday, August 13, 2012 5:07 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: plugin question : MAINWORKOR

** Anyone seen this?  I cannot find this form: guessing it is not what I think

2012-08-10 20:28:03,077 WARN [pool-4-thread-2] 
com.bmc.itsm.conquery.ardbc.conquery.helpers.Helper (Helper.java:280) - Data 
type mismatch. Vendor field: 100218 is of data type: 4 while application 
field:103230 on form:MAINWORKOR

DER is of data type: [0]. Null value will be returned in vendor field:100218



ENV: 7.6.04.sp2  

-- 
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Re: Caught Exception Object Expected - 7.6.04 Mid-tier - Update

[Ortega, Jesus A]

I have an update on the Caught Exception issue. It turns out that the issue 
goes away whenever I put in the fully qualified domain name for my server group 
alias as the preference server in the mid-tier config tool. I was working with 
BMC this morning on it and we were experimenting pointing my dev mid-tier 
towards on the application servers in production. The problem disappeared 
whenever I would point the mid-tier directly at an application server. So, then 
we tried using the short name for the server group. That didn't work. Then I 
got the idea to try using the FQDN of the server group. Bingo! It worked using 
the FQDN of the server group as the preference server on the general settings 
tab. We will keep experimenting with it because it doesn't answer the question 
as to why the problem went away when I blew away the person's AR System Search 
Preferences. 

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 Francois Seegers
Sent: Thursday, August 02, 2012 9:32 PM
To: arslist@ARSLIST.ORG
Subject: 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  wrote:
> We have seen this happening randomly to several users.
> The solution was to delete the IE cache on the client PC.
> Just clicking clear cache sometimes did not help.
> Consistent way to remove IE cache is
> IE --> Tools --> Internet Options --> General tab --> Browsing History
> --> Settings --> View files -->  and select all and delete.
> The above steps basically takes you to the below folder:
> C:\Users\username\AppData\Local\Microsoft\Windows\Temporary Internet 
> Files
>
> Close the browser and relogin to remedy.
>
> On Thursday, August 2, 2012 3:05:44 PM UTC-7, Ortega, Jesus A wrote:
>>
>> **
>>
>> I tried to flush the cache several times. I even tried to delete the 
>> cache
>>
>> files manually in the mid-tier cache directory and on the Tomcat 
>> Catalina
>>
>> working directory. It did not help. Fiddler does not capture anything 
>> either. I was told by Claire Sanford that there is a new mid-tier 
>> patch that just came out for 7.6.04 SP3. I just downloaded it and 
>> plan to try it
>>
>> in my dev environment. The weird thing is that the development 
>> environment
>>
>> shows no signs of problems. It is just the production one. Then 
>> again, Dev
>>
>> is just a straight one mid-tier and one app server configuration.
>>
>>
>>
>>
>>
>>
>>
>> Jesus Ortega
>>
>> Senior II, Implementation Engineer
>>
>> LyondellBasell Industries
>>
>> Office: 713 309-4914
>>
>> Cell:281 546-0735
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *ravi rai
>> *Sent:* Thursday, August 02, 2012 4:26 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>>
>>
>>
>> **
>>
>> Do cache flush on all mid tier nodes.
>>
>> On IE hit F12 new popup will open go to Cache and select Clear 
>> browser Cache for this domain Close all browser and retry
>>
>>
>> Regards
>> Ravi Rai
>>
>>
>> --
>>
>> Date: Thu, 2 Aug 2012 16:20:39 -0400
>> From: jdso...@shyle.net
>> Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier
>> To: arslist@ARSLIST.ORG
>>
>> **
>>
>>
>>
>> If it does not work on IE as well on a supported version, then was it 
>> ever
>>
>> working? If so any updates to the Java libraries?
>>
>>
>>
>> Joe
>>
>>
>>
>> *From:* Ortega, Jesus A 
>>
>> *Sent:* Thursday, August 02, 2012 4:12 PM
>>
>> *Newsgroups:* public.remedy.arsystem.general
>>
>> *To:* arslist@ARSLIST.ORG
>>
>> *Subject:* Re: Caught Exc

Re: plugin question : MAINWORKOR

[patrick zandi]

OK: MainWorkOrder makes more sense: I was thinking they could not spell
MainWorker  (note the E vice the O)... LOL


On Mon, Aug 13, 2012 at 5:20 PM, Joe Martin D'Souza wrote:

> **
>
> To come to think of it it sounds more like the Keyword used for indicating
> the Work Order form than even an alias. But why would a plugin reference
> that as a form name?
>
> Joe
>
>  *From:* Randeep Atwal 
> *Sent:* Monday, August 13, 2012 5:18 PM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: plugin question : MAINWORKOR
>
> ** ** I think MAINWORKORDER is the alias for the WOI:WorkOrder form used
> by the OverViewConsole vendor form.
>
> So the vendor form configuration may need it's datatype mapping updated,
> or the work order form field reverted.
> Sent from my BlackBerry device on the Rogers Wireless Network
> --
> *From: *Joe Martin D'Souza 
> *Sender: *"Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
> *Date: *Mon, 13 Aug 2012 17:13:05 -0400
> *To: *
> *ReplyTo: *arslist@ARSLIST.ORG
> *Subject: *Re: plugin question : MAINWORKOR
>
>
> That ones weird.. That form does not look like any form from the OTB list
> that I know of at least with any of the standard BMC offerings.. It must be
> a one of those test forms used during development and somehow something
> that you did triggered some or their test workflow that was never meant to
> fire?
>
> Joe
>
>  *From:* patrick zandi 
> *Sent:* Monday, August 13, 2012 5:07 PM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* plugin question : MAINWORKOR
>
> ** Anyone seen this?  I cannot find this form: guessing it is not what I
> think
>
> 2012-08-10 20:28:03,077 WARN [pool-4-thread-2]
> com.bmc.itsm.conquery.ardbc.conquery.helpers.Helper (Helper.java:280) -
> Data type mismatch. Vendor field: 100218 is of data type: 4 while
> application field:103230 on form:MAINWORKOR
>
> DER is of data type: [0]. Null value will be returned in vendor
> field:100218
>
>
> ENV: 7.6.04.sp2
>
> --
> Patrick Zandi
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>



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Client Sensitivity

[Jose Manuel Huerta Guillén]

Hi,

How do you interpret the client sensitivity?

One of my customers uses it to mark people that are normally complaining
for everything.
Other customer uses it to mark people of critic importance for the business
processes.
And other customer uses it to mark people that are not VIP, but are close
to VIP's and thus the god/bad image can be easily propagated to VIP's.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/

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Re: Client Sensitivity

[Joe Martin D'Souza]

There is no default OTB field that you can mark such an attribute so its 
something that you might need to create.

Its hard to describe that attribute as it could be someone who complains about 
non existing conditions without taking any measure of pre-qualifying something 
to raise as an incident.

I might probably want to call such a customer a ‘Problem Customer’ with maybe 
grading from 0 to 5 where if that customer has never raised any incident that 
was not worth raising, its value would be 0 while if 100% of the problems 
raised by that customer were not real problems, then that value would be 5 and 
everything in between varying degrees of a ‘problem customer’..

Joe

From: Jose Manuel Huerta Guillén 
Sent: Monday, August 13, 2012 7:09 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Client Sensitivity

** 
Hi,

How do you interpret the client sensitivity? 

One of my customers uses it to mark people that are normally complaining for 
everything.
Other customer uses it to mark people of critic importance for the business 
processes.
And other customer uses it to mark people that are not VIP, but are close to 
VIP's and thus the god/bad image can be easily propagated to VIP's.

Regards,

Jose Manuel Huerta 
http://theremedyforit.com/

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Re: [EXTERNAL] Client Sensitivity

[Stroud, Natalie K]

I think you can use it to flag *any* group of customers where there is a need 
for special handling - you just have to be sure to socialize to your users how 
you're using it.

At our site, we use it to tell our technicians that they need to confirm that 
some extra security requirements have been met for this particular customer 
before they move the request forward.

Thanks,

Natalie Stroud
Remedy/ITSM Tester
Science Applications International Corporation (SAIC),
  contractor to Sandia National Labs
Albuquerque, NM
(505)844-7983
nkst...@sandia.gov 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén
Sent: Monday, August 13, 2012 5:09 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Client Sensitivity

**
Hi,

How do you interpret the client sensitivity?

One of my customers uses it to mark people that are normally complaining for 
everything.
Other customer uses it to mark people of critic importance for the business 
processes.
And other customer uses it to mark people that are not VIP, but are close to 
VIP's and thus the god/bad image can be easily propagated to VIP's.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/


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

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Re: Client Sensitivity

[Mahesh Chandra]

People form has a field called "Client Sensitivity".

Thanks
Mahesh
Sent from my iPhone

On Aug 13, 2012, at 6:47 PM, Joe Martin D'Souza  wrote:

> **
> There is no default OTB field that you can mark such an attribute so its 
> something that you might need to create.
>  
> Its hard to describe that attribute as it could be someone who complains 
> about non existing conditions without taking any measure of pre-qualifying 
> something to raise as an incident.
>  
> I might probably want to call such a customer a ‘Problem Customer’ with maybe 
> grading from 0 to 5 where if that customer has never raised any incident that 
> was not worth raising, its value would be 0 while if 100% of the problems  
> raised by that customer were not real problems, then that value would be 5 
> and everything in between varying degrees of a ‘problem customer’..
>  
> Joe
>  
> From: Jose Manuel Huerta Guillén
> Sent: Monday, August 13, 2012 7:09 PM
> Newsgroups: public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG
> Subject: Client Sensitivity
>  
> **
> Hi,
>  
> How do you interpret the client sensitivity?
>  
> One of my customers uses it to mark people that are normally complaining for 
> everything.
> Other customer uses it to mark people of critic importance for the business 
> processes.
> And other customer uses it to mark people that are not VIP, but are close to 
> VIP's and thus the god/bad image can be easily propagated to VIP's.
>  
> Regards,
> 
> Jose Manuel Huerta
> http://theremedyforit.com/
> _attend WWRUG12 www.wwrug.com  ARSlist: "Where the Answers Are"_

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Re: Client Sensitivity

[Joe Martin D'Souza]

I misread Jose’s posting, in a hurry to breeze through so I apologize.. I 
thought he meant to ask how would you flag people that complain about nothing 
and everything for no reason at all more often than not..

I would use Client Sensitivity for customers whose assets contain sensitive & 
confidential data so if their asset is reported having a problem, proper care 
could be taken so that the assets storage devices do not end up places they 
should not, like external vendors etc., before that data is backed up and 
purged from the device before its handed over..

Joe

From: Mahesh Chandra 
Sent: Monday, August 13, 2012 8:40 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Client Sensitivity

** 
People form has a field called "Client Sensitivity".

Thanks
Mahesh
Sent from my iPhone

On Aug 13, 2012, at 6:47 PM, Joe Martin D'Souza  wrote:


  ** 
  There is no default OTB field that you can mark such an attribute so its 
something that you might need to create.

  Its hard to describe that attribute as it could be someone who complains 
about non existing conditions without taking any measure of pre-qualifying 
something to raise as an incident.

  I might probably want to call such a customer a ‘Problem Customer’ with maybe 
grading from 0 to 5 where if that customer has never raised any incident that 
was not worth raising, its value would be 0 while if 100% of the problems 
raised by that customer were not real problems, then that value would be 5 and 
everything in between varying degrees of a ‘problem customer’..

  Joe

  From: Jose Manuel Huerta Guillén 
  Sent: Monday, August 13, 2012 7:09 PM
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Subject: Client Sensitivity

  ** 
  Hi,

  How do you interpret the client sensitivity? 

  One of my customers uses it to mark people that are normally complaining for 
everything.
  Other customer uses it to mark people of critic importance for the business 
processes.
  And other customer uses it to mark people that are not VIP, but are close to 
VIP's and thus the god/bad image can be easily propagated to VIP's.

  Regards,

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

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Re: Client Sensitivity

[Jose Manuel Huerta Guillén]

Two of you had provide the same definition: Sensitive Information. Is it
the normal interpretation of this field?


Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Aug 14, 2012 at 4:54 AM, Joe Martin D'Souza wrote:

> **
>  I misread Jose’s posting, in a hurry to breeze through so I apologize..
> I thought he meant to ask how would you flag people that complain about
> nothing and everything for no reason at all more often than not..
>
> I would use Client Sensitivity for customers whose assets contain
> sensitive & confidential data so if their asset is reported having a
> problem, proper care could be taken so that the assets storage devices do
> not end up places they should not, like external vendors etc., before that
> data is backed up and purged from the device before its handed over..
>
> Joe
>
>  *From:* Mahesh Chandra 
> *Sent:* Monday, August 13, 2012 8:40 PM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Client Sensitivity
>
> **
> People form has a field called "Client Sensitivity".
>
> Thanks
> Mahesh
> Sent from my iPhone
>
> On Aug 13, 2012, at 6:47 PM, Joe Martin D'Souza  wrote:
>
>  **
>  There is no default OTB field that you can mark such an attribute so its
> something that you might need to create.
>
> Its hard to describe that attribute as it could be someone who complains
> about non existing conditions without taking any measure of pre-qualifying
> something to raise as an incident.
>
> I might probably want to call such a customer a ‘Problem Customer’ with
> maybe grading from 0 to 5 where if that customer has never raised any
> incident that was not worth raising, its value would be 0 while if 100% of
> the problems raised by that customer were not real problems, then that
> value would be 5 and everything in between varying degrees of a ‘problem
> customer’..
>
> Joe
>
>  *From:* Jose Manuel Huerta Guillén 
> *Sent:* Monday, August 13, 2012 7:09 PM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Client Sensitivity
>
> **
> Hi,
>
> How do you interpret the client sensitivity?
>
> One of my customers uses it to mark people that are normally complaining
> for everything.
> Other customer uses it to mark people of critic importance for the
> business processes.
> And other customer uses it to mark people that are not VIP, but are close
> to VIP's and thus the god/bad image can be easily propagated to VIP's.
>
> Regards,
>
> Jose Manuel Huerta
> http://theremedyforit.com/
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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