Re: EXTERNAL in Filter Run-If

[Chintan Shah]

Hi Misi,

I have not tried EXTERNAL() in Filter Run-If'sbut will try it.

Most of time I have ended up using EXTERNAL() in table fields and actually it 
has worked out really well for us.We actually have a data manager form which 
tracks what external call was set at what time and what was the exact query on 
field that drives EXTERNAL(). Also, I have found "arlogdisplay" quite helpful 
in troubleshooting EXTERNAL().I have not yet digged in depth about SQL 
part..but yes I do agree if someone deletes a field which is part of a 
qualification then you might have an orphan reference of that field in the 
query.



Thanks
Chintan.

--- On Thu, 9/6/12, Misi Mladoniczky  wrote:

From: Misi Mladoniczky 
Subject: Re: EXTERNAL in Filter Run-If
To: arslist@ARSLIST.ORG
Date: Thursday, September 6, 2012, 10:02 PM

Hi,

Why don't you try it then?

In very rare circumstances EXTERNAL() is really needed. It has many of the
bad side effects that direct SQL has, it the sense that what happens in an
EXTERNAL()-qualification is not accessible to an analyzing tool. Filed
references etc is more or less impossible to follow...

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

> I so want this functionality if it exists! :)
>
> Thanks
> Chintan.
>
> --- On Wed, 9/5/12, Grooms, Frederick W  wrote:
>
> From: Grooms, Frederick W 
> Subject: EXTERNAL in Filter Run-If
> To: arslist@ARSLIST.ORG
> Date: Wednesday, September 5, 2012, 11:13 AM
>
> **
>
>
>
>
>
>
>
>
>
> Has anyone tried using a TR value with the EXTERNAL keyword of a filter
> Run-If?
>  
> I.e.  Say your Run-If has  EXTERNAL( $zTmpQualification$ )  
>     If zTmpQualification is   ‘STATUS’ >= “Assigned”  then the filter will
> fire whenever the status is >= Assigned  
>    What about if  zTmpQualification is   ‘TR.STATUS’ >= “Assigned”  . 
> Will the Filter fire only if someone is changing the status to >=
> Assigned?
>  
>  
> ARS version 7.6.04 SP3 on Linux
>  
> Fred
>  
>  
>  
>
>
>
> _attend WWRUG12 www.wwrug.com  ARSlist: "Where the Answers Are"_
>
>
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> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

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Re: Thoughts regarding a separate DB for custom DB objects

[Axton]

Seperate DB adds complexity with no tangible benefits, that I can see.  A
seperate instance requires maintaining two instances (each patch
separately, audited separately, two sets of accounts to maintain, the
addition of db links, etc.); it also entails running two instances (you
have overhead with each instance: cpu, memory, disk, etc.).

I try to opt for the simplest solution that meets the need.  The schema, as
far as I can see, is that choice.  Life and technology is too complicated
to add complexity for complexity's sake.

Axton Grams

On Fri, Sep 7, 2012 at 6:44 PM, Jason Miller  wrote:

> ** Thanks again for the info!  As Axton explained for Oracle you would
> reference the schema.table but I was not sure if MS SQL would do the
> same.  I like the idea of seeing something.table in definitions and
> logging to indicate the resources being used are outside the realm of
> ARSystem.
>
> The enhanced security at this time is not too much of a concern at this
> time (although I may go ahead since it is a new system and lock down
> ARSystem from the start).  Both the schema and different DB approach will
> give us more flexible permissions than we have now.
>
> I am looking for group as you mention but also for separation and
> independence (within reason).
>
> Now I am  going to bounce this off our DBAs.  It is not so much their
> decision regarding the architecture however we greatly value their input as
> the experts.  If we gave them too much say they would delete the thousands
> of AR maintained views that drive them crazy.
>
> I think we are going to go with a separate DB unless the DBAs or somebody
> on the list comes up with a good reason why it isn't good idea.  Worst case
> after we set this up is we have to move those objects in to the ARSystem DB
> and use the schema approach :)
>
> Thanks everybody,
> Jason
>
>
> On Fri, Sep 7, 2012 at 3:42 PM, Jose Manuel Huerta Guillén <
> arsl...@theremedyforit.com> wrote:
>
>> ** A schema in MS SQL is just a way to group elements inside a database.
>> So, you can access them as any other element at the database. But is very
>> easy to define different properties or security based on schema. That means
>> that SQL Direct actions or view forms are done as in they were on the same
>> database (if fact they are).
>>
>> Using a different database just makes it more difficult to access form
>> Remedy. If the only purpose is to group elements, then the schema was
>> introduced with this objective. If you want to set different properties,
>> then you need different databases.
>>
>> Anyway, it's a DBA decision.
>>
>>
>> Regards,
>>
>>
>> Jose Manuel Huerta
>> http://theremedyforit.com/
>>
>>
>>
>>
>> On Fri, Sep 7, 2012 at 9:58 PM, Jason Miller wrote:
>>
>>> ** This is the second time using a schema has been mentioned.   I am
>>> going to look into this.
>>>
>>> I like where you are heading with this.  It keeps the objects organized
>>> and can limit permissions.  The one issue I see with this approach is my
>>> team is local server admin on the DB server and local server admins
>>> are automatically sysadmin.  I am not happy with with this because I don't
>>> like that it gives all server admins (outside of my team) sysadmin but
>>> according to our DBA it is just kind of how things work in this setup.
>>>  The privileged restrictions you mention would not be enforceable for my
>>> team.  Maybe it is time to remove our local admin access?
>>>
>>> The other thing I am considering is when we restore the ARSystem DB form
>>> another environment the Utilities DB remains the same and doesn't require
>>> any updates.  A schema would be in the ARSystem DB and things like
>>> references to linked servers would need to be updated since they also came
>>> over with the DB.  I a figuring we could export the schema before the
>>> ARSystem DB refresh and import it back after the refresh?
>>>
>>> A few questions:
>>>
>>>- Using a schema would we see the schema reference say a Direct SQL
>>>action or SQL Menu as we would with calling a different DB?  I think 
>>> there
>>>could be a benefit of seeing this reference when troubleshooting logs.
>>>- Do you think my original suggestion of using a different DB that
>>>uses the same infrastructure (SQL Instance, storage volume) would have a
>>>negative impact on performance?
>>>
>>>
>>> Thanks!
>>> Jason
>>>
>>>
>>> On Fri, Sep 7, 2012 at 12:15 PM, Jose Manuel Huerta Guillén <
>>> arsl...@theremedyforit.com> wrote:
>>>
 ** If the database is MS-SQL and you want to organize your objects to
 reduce the risk of editing the wrong object, then I don't recommend you to
 create a separated DB. MS-SQL provides the schema functionality. Just
 create a new schema, and put all objects there. Then create a user with
 privileges only at this schema. Thus, this user will only see the external
 objects and wont see the Remedy ones. Give this user to people that must
 edit those objects. Remedy will

Re: Email Engine Hanging

[Howard's Gmail]

I have seen this on many versions. Enable email logging and look for a couple 
of items.
1. Does the mail box your picking up from have a large number of emails to be 
picked up?
2. Is the engine hanging on a type of email, maybe with large attachments?
3. How much memory do you have on the server, how much is allocated for the 
java process that the engine is using?
4. Before you kill the engine, are you looking at the memory that it's using?


In the past I have seen three main reasons for the hanging of the engine:

Memory,  bad email message (that could not be processed, like an encrypted 
message), to many messages to be picked up (if you are using inbound emails)..


Remember logging will help.

Good luck and take care of you kidneys,

Howard

Sent from one of Howard's iPads

On Sep 7, 2012, at 5:25 PM, Randeep Atwal  wrote:

> Running a query (monitoring tools usually have a db row count monitor) of the 
> oldest unsent message greater than x minutes ago is a way to understand if 
> it's hung and automate a restart.
> 
> Sent from my BlackBerry device on the Rogers Wireless Network
> 
> -Original Message-
> From: "Boyd, Rebecca" 
> Sender:   "Action Request System discussion list(ARSList)" 
> 
> Date: Fri, 7 Sep 2012 16:48:37 
> To: 
> Reply-To: arslist@ARSLIST.ORG
> Subject: Re: Email Engine Hanging
> 
> We run a PowerShell script which looks for "error" in the stderr.out log.
> 
> 
> On Fri, Sep 7, 2012 at 2:23 PM, Karthik  wrote:
>> **
>> 
>> Did you check if performance of remedy was good when the email engine was
>> hung? Sometimes when the performance is not stable it tends to hang. Also,
>> are there any errors in the stderr.out log file?
>> 
>> Regards,
>> Karthik
>> 
>> On Sep 7, 2012 11:16 PM, "Leonard Johnson" 
>> wrote:
>>> 
>>> hey all,
>>> 
>>> Every now and then our email engine hangs (hasnt everyone's?).  Starting
>>> and stopping this will get emails going again but I am wondering if anyone
>>> has used ProactiveNet or other monitoring to catch this when it happens.
>>> Since the email Engine service is still showing as running, I can't really
>>> use that for monitoring.  Any idea of what log or method I can use to
>>> proactively catch this prior to customers calling to say they arent getting
>>> their notifications?
>>> 
>>> I haven't dug very deep on this yet but this is always the place I find
>>> the right answers and putting it out to you all first.
>>> 
>>> Thanks for any input.
>>> 
>>> LJ
>>> 
>>> 
>>> ___
>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>> 
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> 
> 
> -- 
> Rebecca Boyd
> Application Administrator
> Wake Forest University
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: Email Engine Hanging

[Jason Miller]

Below is a link with the details of the solution we came up with.

http://ars-action-request-system.1.n7.nabble.com/Email-Issue-tp96525p96528.html

About the only time we remember this is running is when we purposely stop
the Email Engine to allow us to delete the email records before being sent
(like for mass ticket updates when a group changes their name) and then the
the process runs and starts the Email Engine again.  The nice thing is it
is just a status change of configuration record in the SHR:Escalation form
to stop the monitoring, we just need to remember to do it.

Jason


On Fri, Sep 7, 2012 at 2:25 PM, Randeep Atwal  wrote:

> Running a query (monitoring tools usually have a db row count monitor) of
> the oldest unsent message greater than x minutes ago is a way to understand
> if it's hung and automate a restart.
>
> Sent from my BlackBerry device on the Rogers Wireless Network
>
> -Original Message-
> From: "Boyd, Rebecca" 
> Sender:   "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
> Date: Fri, 7 Sep 2012 16:48:37
> To: 
> Reply-To: arslist@ARSLIST.ORG
> Subject: Re: Email Engine Hanging
>
> We run a PowerShell script which looks for "error" in the stderr.out log.
>
>
> On Fri, Sep 7, 2012 at 2:23 PM, Karthik  wrote:
> > **
> >
> > Did you check if performance of remedy was good when the email engine was
> > hung? Sometimes when the performance is not stable it tends to hang.
> Also,
> > are there any errors in the stderr.out log file?
> >
> > Regards,
> > Karthik
> >
> > On Sep 7, 2012 11:16 PM, "Leonard Johnson" <
> leonard.john...@accenture.com>
> > wrote:
> >>
> >> hey all,
> >>
> >> Every now and then our email engine hangs (hasnt everyone's?).  Starting
> >> and stopping this will get emails going again but I am wondering if
> anyone
> >> has used ProactiveNet or other monitoring to catch this when it happens.
> >> Since the email Engine service is still showing as running, I can't
> really
> >> use that for monitoring.  Any idea of what log or method I can use to
> >> proactively catch this prior to customers calling to say they arent
> getting
> >> their notifications?
> >>
> >> I haven't dug very deep on this yet but this is always the place I find
> >> the right answers and putting it out to you all first.
> >>
> >> Thanks for any input.
> >>
> >> LJ
> >>
> >>
> >>
> ___
> >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> >> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
> >
> > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
> --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
>
>
> ___
> 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"
>

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Re: Thoughts regarding a separate DB for custom DB objects

[Jason Miller]

Thanks again for the info!  As Axton explained for Oracle you would
reference the schema.table but I was not sure if MS SQL would do the same.
 I like the idea of seeing something.table in definitions and logging to
indicate the resources being used are outside the realm of ARSystem.

The enhanced security at this time is not too much of a concern at this
time (although I may go ahead since it is a new system and lock down
ARSystem from the start).  Both the schema and different DB approach will
give us more flexible permissions than we have now.

I am looking for group as you mention but also for separation and
independence (within reason).

Now I am  going to bounce this off our DBAs.  It is not so much their
decision regarding the architecture however we greatly value their input as
the experts.  If we gave them too much say they would delete the thousands
of AR maintained views that drive them crazy.

I think we are going to go with a separate DB unless the DBAs or somebody
on the list comes up with a good reason why it isn't good idea.  Worst case
after we set this up is we have to move those objects in to the ARSystem DB
and use the schema approach :)

Thanks everybody,
Jason

On Fri, Sep 7, 2012 at 3:42 PM, Jose Manuel Huerta Guillén <
arsl...@theremedyforit.com> wrote:

> ** A schema in MS SQL is just a way to group elements inside a database.
> So, you can access them as any other element at the database. But is very
> easy to define different properties or security based on schema. That means
> that SQL Direct actions or view forms are done as in they were on the same
> database (if fact they are).
>
> Using a different database just makes it more difficult to access form
> Remedy. If the only purpose is to group elements, then the schema was
> introduced with this objective. If you want to set different properties,
> then you need different databases.
>
> Anyway, it's a DBA decision.
>
>
> Regards,
>
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>
>
> On Fri, Sep 7, 2012 at 9:58 PM, Jason Miller wrote:
>
>> ** This is the second time using a schema has been mentioned.   I am
>> going to look into this.
>>
>> I like where you are heading with this.  It keeps the objects organized
>> and can limit permissions.  The one issue I see with this approach is my
>> team is local server admin on the DB server and local server admins
>> are automatically sysadmin.  I am not happy with with this because I don't
>> like that it gives all server admins (outside of my team) sysadmin but
>> according to our DBA it is just kind of how things work in this setup.
>>  The privileged restrictions you mention would not be enforceable for my
>> team.  Maybe it is time to remove our local admin access?
>>
>> The other thing I am considering is when we restore the ARSystem DB form
>> another environment the Utilities DB remains the same and doesn't require
>> any updates.  A schema would be in the ARSystem DB and things like
>> references to linked servers would need to be updated since they also came
>> over with the DB.  I a figuring we could export the schema before the
>> ARSystem DB refresh and import it back after the refresh?
>>
>> A few questions:
>>
>>- Using a schema would we see the schema reference say a Direct SQL
>>action or SQL Menu as we would with calling a different DB?  I think there
>>could be a benefit of seeing this reference when troubleshooting logs.
>>- Do you think my original suggestion of using a different DB that
>>uses the same infrastructure (SQL Instance, storage volume) would have a
>>negative impact on performance?
>>
>>
>> Thanks!
>> Jason
>>
>>
>> On Fri, Sep 7, 2012 at 12:15 PM, Jose Manuel Huerta Guillén <
>> arsl...@theremedyforit.com> wrote:
>>
>>> ** If the database is MS-SQL and you want to organize your objects to
>>> reduce the risk of editing the wrong object, then I don't recommend you to
>>> create a separated DB. MS-SQL provides the schema functionality. Just
>>> create a new schema, and put all objects there. Then create a user with
>>> privileges only at this schema. Thus, this user will only see the external
>>> objects and wont see the Remedy ones. Give this user to people that must
>>> edit those objects. Remedy will be able to see those objects because they
>>> are at the same database. Also the impact on the database is null, since
>>> they are at the same database.
>>>
>>>
>>> Jose Manuel Huerta
>>> http://theremedyforit.com/
>>>
>>>
>>>
>>>
>>> On Fri, Sep 7, 2012 at 9:08 PM, Jason Miller wrote:
>>>
 MS SQL 2008 Standard 64-bit
>>>
>>>
>>> _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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Re: Thoughts regarding a separate DB for custom DB objects

[Jose Manuel Huerta Guillén]

A schema in MS SQL is just a way to group elements inside a database. So,
you can access them as any other element at the database. But is very easy
to define different properties or security based on schema. That means that
SQL Direct actions or view forms are done as in they were on the same
database (if fact they are).

Using a different database just makes it more difficult to access form
Remedy. If the only purpose is to group elements, then the schema was
introduced with this objective. If you want to set different properties,
then you need different databases.

Anyway, it's a DBA decision.


Regards,


Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 9:58 PM, Jason Miller  wrote:

> ** This is the second time using a schema has been mentioned.   I am going
> to look into this.
>
> I like where you are heading with this.  It keeps the objects organized
> and can limit permissions.  The one issue I see with this approach is my
> team is local server admin on the DB server and local server admins
> are automatically sysadmin.  I am not happy with with this because I don't
> like that it gives all server admins (outside of my team) sysadmin but
> according to our DBA it is just kind of how things work in this setup.
>  The privileged restrictions you mention would not be enforceable for my
> team.  Maybe it is time to remove our local admin access?
>
> The other thing I am considering is when we restore the ARSystem DB form
> another environment the Utilities DB remains the same and doesn't require
> any updates.  A schema would be in the ARSystem DB and things like
> references to linked servers would need to be updated since they also came
> over with the DB.  I a figuring we could export the schema before the
> ARSystem DB refresh and import it back after the refresh?
>
> A few questions:
>
>- Using a schema would we see the schema reference say a Direct SQL
>action or SQL Menu as we would with calling a different DB?  I think there
>could be a benefit of seeing this reference when troubleshooting logs.
>- Do you think my original suggestion of using a different DB that
>uses the same infrastructure (SQL Instance, storage volume) would have a
>negative impact on performance?
>
>
> Thanks!
> Jason
>
>
> On Fri, Sep 7, 2012 at 12:15 PM, Jose Manuel Huerta Guillén <
> arsl...@theremedyforit.com> wrote:
>
>> ** If the database is MS-SQL and you want to organize your objects to
>> reduce the risk of editing the wrong object, then I don't recommend you to
>> create a separated DB. MS-SQL provides the schema functionality. Just
>> create a new schema, and put all objects there. Then create a user with
>> privileges only at this schema. Thus, this user will only see the external
>> objects and wont see the Remedy ones. Give this user to people that must
>> edit those objects. Remedy will be able to see those objects because they
>> are at the same database. Also the impact on the database is null, since
>> they are at the same database.
>>
>>
>> Jose Manuel Huerta
>> http://theremedyforit.com/
>>
>>
>>
>>
>> On Fri, Sep 7, 2012 at 9:08 PM, Jason Miller wrote:
>>
>>> MS SQL 2008 Standard 64-bit
>>
>>
>> _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: Email Engine Hanging

[Randeep Atwal]

Running a query (monitoring tools usually have a db row count monitor) of the 
oldest unsent message greater than x minutes ago is a way to understand if it's 
hung and automate a restart.

Sent from my BlackBerry device on the Rogers Wireless Network

-Original Message-
From: "Boyd, Rebecca" 
Sender:   "Action Request System discussion list(ARSList)" 

Date: Fri, 7 Sep 2012 16:48:37 
To: 
Reply-To: arslist@ARSLIST.ORG
Subject: Re: Email Engine Hanging

We run a PowerShell script which looks for "error" in the stderr.out log.


On Fri, Sep 7, 2012 at 2:23 PM, Karthik  wrote:
> **
>
> Did you check if performance of remedy was good when the email engine was
> hung? Sometimes when the performance is not stable it tends to hang. Also,
> are there any errors in the stderr.out log file?
>
> Regards,
> Karthik
>
> On Sep 7, 2012 11:16 PM, "Leonard Johnson" 
> wrote:
>>
>> hey all,
>>
>> Every now and then our email engine hangs (hasnt everyone's?).  Starting
>> and stopping this will get emails going again but I am wondering if anyone
>> has used ProactiveNet or other monitoring to catch this when it happens.
>> Since the email Engine service is still showing as running, I can't really
>> use that for monitoring.  Any idea of what log or method I can use to
>> proactively catch this prior to customers calling to say they arent getting
>> their notifications?
>>
>> I haven't dug very deep on this yet but this is always the place I find
>> the right answers and putting it out to you all first.
>>
>> Thanks for any input.
>>
>> LJ
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_



-- 
Rebecca Boyd
Application Administrator
Wake Forest University

___
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Looking for Fully Cleared Remedy Developers

[Werner, Chris]

Hello Remedy Experts,

Windward IT Solutions is currently looking for a Remedy Developer with an 
active TS/SCI w/ Full Scope Polygraph clearance.

If you're a remedy developer and have a polygraph please give me a call!  We 
definitely have some opportunities for you!

Email your resume to cwer...@windwardits.com

Thanks,

Thanks,
Christopher Werner
Technical Recruiter
(703) 812-0117 (desk)
(571) 234-0586 (cell)
(703) 935-7126 (fax)
cwer...@windwardits.com


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Re: Email Engine Hanging

[Boyd, Rebecca]

We run a PowerShell script which looks for "error" in the stderr.out log.


On Fri, Sep 7, 2012 at 2:23 PM, Karthik  wrote:
> **
>
> Did you check if performance of remedy was good when the email engine was
> hung? Sometimes when the performance is not stable it tends to hang. Also,
> are there any errors in the stderr.out log file?
>
> Regards,
> Karthik
>
> On Sep 7, 2012 11:16 PM, "Leonard Johnson" 
> wrote:
>>
>> hey all,
>>
>> Every now and then our email engine hangs (hasnt everyone's?).  Starting
>> and stopping this will get emails going again but I am wondering if anyone
>> has used ProactiveNet or other monitoring to catch this when it happens.
>> Since the email Engine service is still showing as running, I can't really
>> use that for monitoring.  Any idea of what log or method I can use to
>> proactively catch this prior to customers calling to say they arent getting
>> their notifications?
>>
>> I haven't dug very deep on this yet but this is always the place I find
>> the right answers and putting it out to you all first.
>>
>> Thanks for any input.
>>
>> LJ
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_



-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: EXTERNAL in Filter Run-If

[Longwing, LJ CTR MDA/IC]

Nice

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, September 07, 2012 2:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

I finally got a chance to try it and it worked

LJ,
The current system I have sounds a lot like your data driven system.  One of 
the big places I have EXTERNAL() is for notifications.  I have a form to hold 
notification definitions so as something changes on a ticket it uses a filter 
guide to find all matching notification definitions and send them out.  Because 
the business keeps changing its mind on what it wants notified on I had 
implemented a field on the definition form to hold a pseudo SQL field that is 
evaluated in a set of filters (first pulls back the pseudo SQL field and the 
2nd uses EXTERNAL() in the Run-If to determine if the notification is valid) of 
the guide.  I just got a new requirement that a group of user(s) needs to be 
notified whenever a specific field changes value.

I am able to verify that on ARS 7.6.04 SP3 (on Linux) you can use both the TR 
and the DB formats in the EXTERNAL() of a filter Run-If.   
i.e.
   ‘TR.STATUS’ >= “Assigned” or ‘MyField’ != ‘DB. MyField’

You can also use the Field IDs   
   'TR.536870923' != $\NULL$ or '536870923' != 'DB.536870923'

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, September 07, 2012 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

Paul,
I once built a system that was so data driven that we virtually never needed to 
modify code on, and it became to the point where they started designating which 
of our data changes required change tickets because some of them were so 
powerful that they could 'take the system down'.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Friday, September 07, 2012 8:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

We use External for Table field and Set Field criteria for lookup of data where 
the Business processes tend to change a good bit, but I can see several places 
where I could see using it in a Run-If as well. A well tested data change is 
easier to implement than a code change at my company since we don't have to 
adhere to an IT change windows to make a data change.

Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP Remedy 
Team |  Avaya Client Services  |  
|  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA  30009
| | 678-421-5342

Everyone needs deadlines.  Even the beavers. They loaf around all summer, but 
when they are faced with the winter deadline, they work like fury. If we didn’t 
have deadlines, we’d stagnate.  Walt Disney

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, September 05, 2012 1:14 PM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL in Filter Run-If

**
Has anyone tried using a TR value with the EXTERNAL keyword of a filter Run-If?
 
I.e.  Say your Run-If has  EXTERNAL( $zTmpQualification$ )   
If zTmpQualification is   ‘STATUS’ >= “Assigned”  then the filter will fire 
whenever the status is >= Assigned   
   What about if  zTmpQualification is   ‘TR.STATUS’ >= “Assigned”  .  Will the 
Filter fire only if someone is changing the status to >= Assigned?
 
 
ARS version 7.6.04 SP3 on Linux
 
Fred
 


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Re: EXTERNAL in Filter Run-If

[Grooms, Frederick W]

I finally got a chance to try it and it worked

LJ,  
The current system I have sounds a lot like your data driven system.  One of 
the big places I have EXTERNAL() is for notifications.  I have a form to hold 
notification definitions so as something changes on a ticket it uses a filter 
guide to find all matching notification definitions and send them out.  Because 
the business keeps changing its mind on what it wants notified on I had 
implemented a field on the definition form to hold a pseudo SQL field that is 
evaluated in a set of filters (first pulls back the pseudo SQL field and the 
2nd uses EXTERNAL() in the Run-If to determine if the notification is valid) of 
the guide.  I just got a new requirement that a group of user(s) needs to be 
notified whenever a specific field changes value.

I am able to verify that on ARS 7.6.04 SP3 (on Linux) you can use both the TR 
and the DB formats in the EXTERNAL() of a filter Run-If.   
i.e.
   ‘TR.STATUS’ >= “Assigned” or ‘MyField’ != ‘DB. MyField’

You can also use the Field IDs   
   'TR.536870923' != $\NULL$ or '536870923' != 'DB.536870923'

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, September 07, 2012 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

Paul,
I once built a system that was so data driven that we virtually never needed to 
modify code on, and it became to the point where they started designating which 
of our data changes required change tickets because some of them were so 
powerful that they could 'take the system down'.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Friday, September 07, 2012 8:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

We use External for Table field and Set Field criteria for lookup of data where 
the Business processes tend to change a good bit, but I can see several places 
where I could see using it in a Run-If as well. A well tested data change is 
easier to implement than a code change at my company since we don't have to 
adhere to an IT change windows to make a data change.

Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP Remedy 
Team |  Avaya Client Services  |  
|  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA  30009  
| | 678-421-5342

Everyone needs deadlines.  Even the beavers. They loaf around all summer, but 
when they are faced with the winter deadline, they work like fury. If we didn’t 
have deadlines, we’d stagnate.  Walt Disney

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, September 05, 2012 1:14 PM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL in Filter Run-If

** 
Has anyone tried using a TR value with the EXTERNAL keyword of a filter Run-If?
 
I.e.  Say your Run-If has  EXTERNAL( $zTmpQualification$ )   
If zTmpQualification is   ‘STATUS’ >= “Assigned”  then the filter will fire 
whenever the status is >= Assigned   
   What about if  zTmpQualification is   ‘TR.STATUS’ >= “Assigned”  .  Will the 
Filter fire only if someone is changing the status to >= Assigned?
 
 
ARS version 7.6.04 SP3 on Linux
 
Fred
 


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Re: Thoughts regarding a separate DB for custom DB objects

[Axton]

Some terminology to help:
- instance: an installation of oracle (can be multiple instances on 1 host,
one instance on a host, etc.)
- schema: a user that owns objects (schema name matches username); can be
many schemas in a given instance, but certain system instances are always
present.
- tablespace: a storage container (defines data files and it's own set of
storage characteristics)
- user: an account to connect to oracle

Each user has a default tablespace (new objects go here unless explicity
defined otherwise)
A database link lets a user on one instance connect to some remote instance.

Assume you are logged into oracle as aradmin.  If you want to retrieve data
from a table in a different schema, arsexternal, your statement would look
like this:

select * from arsexternal.table

Axton Grams

On Fri, Sep 7, 2012 at 2:36 PM, Jason Miller  wrote:

> ** Thanks Joe, Rick and Axton!
>
> Axton pretty much summed up the reasons why I have been considering this
> and described our ARSystem DB at the same time :)
>
> I have only scratched the surface when working with Oracle had have never
> completely understood the difference between a user's schema and a
> different DB.  I guess since the schema falls within the DB the
> files, maintenance and configuration are the same where as a completely
> different DB would have different file and configuration properties?
>
> I think the issue mentioned not being able to alter the AR maintained
> views is a little different and doesn't change in the proposed setup.  We
> already know to keep a script handy to reset the grants after the
> drop/create and running the script is part of our move to production
> procedure.  It really depends on what we are doing if we use the T table or
> the view.
>
> Jason
>
> On Fri, Sep 7, 2012 at 11:22 AM, Axton  wrote:
>
>> ** I've been doing this for years.  I've traditionally worked in Oracle
>> shops, where we create a separate schema on the same instance.  The data
>> never goes over the network.  All custom db objects go into this schema and
>> not the AR owned schema.  Each schema has a schema owner (schema name =
>> account name), so there are some grants that have to be given to allow
>> cross-talk, but the maintenance is minimal.  The downside to using the
>> views is that views can not be altered, only created and dropped.  What
>> this means is that if you apply a grant to a view that AR owns (a db view
>> for a form), and you add a field to that form, the grants to that view are
>> gone.   For this reason, I use the T tables when constructing views.
>>  Tables can be altered, and this is how Remedy does it, so the grants
>> persist through form modifications.
>>
>> As to the statement about lob/index storage, etc.; this is typically done
>> using separate tablespaces.  Tablespaces are like separate storage
>> containers; probably the easiest way to think about them is that they are
>> separate files that the db uses to store stuff.  There are some
>> characteristics that you can define at the tablespace level (extent size,
>> lob characteristics, etc.) that make it advantageous to use separate
>> tablespaces for different objects.
>>
>> The reason I separate these things out is for ease of maintenance.  Have
>> you ever walked into a shop that didn't do this and had an active Remedy
>> system that was 6 years old and under constant development?  It get's messy
>> in the db.  DB objects pile up; sometimes they are no longer used, and in
>> the end, you have a pile of db objects and you don't have a good idea if it
>> is something Remedy created or a person created.  It's a hell of a ball of
>> yarn to untangle.
>>
>> Axton Grams
>>
>>
>> On Fri, Sep 7, 2012 at 1:02 PM, Rick Cook  wrote:
>>
>>> **
>>> Ah, that makes more sense now.  I know that some folks move their AR
>>> indices off to a separate DB, under the control of the DBMS, so I don't
>>> know why you couldn't move these things, as long as the appropriate AR
>>> System calls knew where to find them.
>>>
>>> In the few instances where you're moving things that interact a lot with
>>> the AR System DB from the AR System DB, I wonder if the increased network
>>> traffic during those tasks would be a greater cost than the benefit of
>>> having a "clean" system.  Perhaps if they were on the same DB Server/SAN,
>>> but under a different DB, that would provide benefit without cost.
>>>
>>> Rick
>>> On Fri, Sep 7, 2012 at 1:54 PM, Jason Miller wrote:
>>>
 ** Now that is a bit tricky...  To stay "out of the box" we need to
 think "inside the box"  :)

 You are absolutely correct.  All AR maintained objects will utilize
 overlays and best practices.  What I am talking about are custom DB objects
 not maintained by the AR System.  Most of (if not all of) our custom DB
 objects are for integration purposes

 Here are some examples:

- The Views that View Forms are created against
- Tables that cache data from other systems

Re: SRM assign to submitter for On Behalf Of

[Pierson, Shawn]

I haven't done that, but at least with an advanced interface form I believe 
that may be one of the (undocumented) things you can push to.  I have an AIF 
that has some fields exposed to populate the "Customer" fields, so on this 
specific request anyone that has access to it can submit it on behalf of anyone 
else with a People record, bypassing the normal On Behalf Of functionality and 
permissions.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Friday, September 07, 2012 2:09 PM
To: arslist@ARSLIST.ORG
Subject: SRM assign to submitter for On Behalf Of

**
Hello all,

Best wishes for a lovely weekend! Until then however, I was wondering if anyone 
has some ideas on how to set the 'Coordinator' for a Service Request to the 
submitter of the request.

It seems like this would be a standard option, that if you are going to submit 
a request on behalf of a customer, you would be the coordinator for that 
request. Has anyone pursued this?

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

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Re: Thoughts regarding a separate DB for custom DB objects

[Jason Miller]

This is the second time using a schema has been mentioned.   I am going to
look into this.

I like where you are heading with this.  It keeps the objects organized and
can limit permissions.  The one issue I see with this approach is my team
is local server admin on the DB server and local server admins
are automatically sysadmin.  I am not happy with with this because I don't
like that it gives all server admins (outside of my team) sysadmin but
according to our DBA it is just kind of how things work in this setup.
 The privileged restrictions you mention would not be enforceable for my
team.  Maybe it is time to remove our local admin access?

The other thing I am considering is when we restore the ARSystem DB form
another environment the Utilities DB remains the same and doesn't require
any updates.  A schema would be in the ARSystem DB and things like
references to linked servers would need to be updated since they also came
over with the DB.  I a figuring we could export the schema before the
ARSystem DB refresh and import it back after the refresh?

A few questions:

   - Using a schema would we see the schema reference say a Direct SQL
   action or SQL Menu as we would with calling a different DB?  I think there
   could be a benefit of seeing this reference when troubleshooting logs.
   - Do you think my original suggestion of using a different DB that uses
   the same infrastructure (SQL Instance, storage volume) would have a
   negative impact on performance?


Thanks!
Jason


On Fri, Sep 7, 2012 at 12:15 PM, Jose Manuel Huerta Guillén <
arsl...@theremedyforit.com> wrote:

> ** If the database is MS-SQL and you want to organize your objects to
> reduce the risk of editing the wrong object, then I don't recommend you to
> create a separated DB. MS-SQL provides the schema functionality. Just
> create a new schema, and put all objects there. Then create a user with
> privileges only at this schema. Thus, this user will only see the external
> objects and wont see the Remedy ones. Give this user to people that must
> edit those objects. Remedy will be able to see those objects because they
> are at the same database. Also the impact on the database is null, since
> they are at the same database.
>
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>
>
> On Fri, Sep 7, 2012 at 9:08 PM, Jason Miller wrote:
>
>> MS SQL 2008 Standard 64-bit
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: Linux vs. Exchange

[Brittain, Mark]

Thanks LJ

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, September 07, 2012 3:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Linux vs. Exchange

Unless anything has changed that I don't know about, the only option you would 
have from a Linux server to utilize an Exchange mailbox would be to use it 
through IMAP or POP.  You can't configure it to use MAPI because that requires 
Windows and a copy of the Outlook client to be installed and configured.  So, 
from that perspective, being you may be using an Exchange server, you aren't 
using an MS protocolthere would be no advantage/disadvantage related to it 
that I can seeother than maybe the ability for other windows machines to 
utilize a 'group mailbox' to see what's sent from the server and such...

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, September 07, 2012 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Linux vs. Exchange

** 

Hi All,

 

Currently I am installing ITSM 7.6.04 on a Linux box and plan on using a 
mailbox on the Linux server for notifications. Are there any advantages to 
using a mailbox on a Exchange server for this? I don't know of any so I thought 
I would ask.

 

Thanks

Mark

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com  

Office: 315-453-2912 x5335

Mobile: 315-882.5360

 




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Re: Remedy ITSM - Mid Tier Server question

[Longwing, LJ CTR MDA/IC]

Or you could have them running in the same tomcat, but under different 
contextsI've done this and it takes a bit more work, but takes up less 
memory :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Friday, September 07, 2012 1:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy ITSM - Mid Tier Server question

** Another thing you could do is just install two tomcats on the same server 
with different ports.
And use one each for dev and test.


On Friday, September 7, 2012 9:57:51 AM UTC-7, Sanford, Claire wrote:

Finally I have a real "environment".   

Dev -> Test -> Prod 

My question is...  Can I use the same Mid-Tier server for both Dev and 
Test?  I know that sort of defeats the purpose of having the two separate App 
environments, but we are looking at hardware/vm space cost etc. 

I would have: 
1)Prod - App Server 
2)Mid-Tier Server 

3)Dev App Server 
4)Test App Server 

5)Dev_Test MidTier Server 

A total of 5 servers (not including the Database Servers) 


ITSM 7.6.04 SP2 
ARS 7.6.04 SP3 
Mid-Tier 7.6.04 SP3 Aug 10th patch. 
Oracle 11 something 
Win 2008 Server 

Claire Sanford 
Information Systems Division 
Memorial Hermann Healthcare System 
claire@memorialhermann.org   


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Re: Remedy ITSM - Mid Tier Server question

[Sanford, Claire]

That is what I think I will do!  Makes sense.

From: patchsk [mailto:vamsi...@gmail.com]
Sent: Friday, September 07, 2012 2:42 PM
To: arsl...@googlegroups.com
Cc: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG; Sanford, Claire
Subject: Re: Remedy ITSM - Mid Tier Server question

Another thing you could do is just install two tomcats on the same server with 
different ports.
And use one each for dev and test.


On Friday, September 7, 2012 9:57:51 AM UTC-7, Sanford, Claire wrote:
Finally I have a real "environment".

Dev -> Test -> Prod

My question is...  Can I use the same Mid-Tier server for both Dev and Test?  I 
know that sort of defeats the purpose of having the two separate App 
environments, but we are looking at hardware/vm space cost etc.

I would have:
1)Prod - App Server
2)Mid-Tier Server

3)Dev App Server
4)Test App Server

5)Dev_Test MidTier Server

A total of 5 servers (not including the Database Servers)


ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Mid-Tier 7.6.04 SP3 Aug 10th patch.
Oracle 11 something
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire@memorialhermann.org

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Re: Remedy ITSM - Mid Tier Server question

[patchsk]

Another thing you could do is just install two tomcats on the same server 
with different ports.
And use one each for dev and test.


On Friday, September 7, 2012 9:57:51 AM UTC-7, Sanford, Claire wrote:
>
> Finally I have a real "environment".   
>
> Dev -> Test -> Prod 
>
> My question is...  Can I use the same Mid-Tier server for both Dev and 
> Test?  I know that sort of defeats the purpose of having the two separate 
> App environments, but we are looking at hardware/vm space cost etc. 
>
> I would have: 
> 1)Prod - App Server 
> 2)Mid-Tier Server 
>
> 3)Dev App Server 
> 4)Test App Server 
>
> 5)Dev_Test MidTier Server 
>
> A total of 5 servers (not including the Database Servers) 
>
>
> ITSM 7.6.04 SP2 
> ARS 7.6.04 SP3 
> Mid-Tier 7.6.04 SP3 Aug 10th patch. 
> Oracle 11 something 
> Win 2008 Server 
>
> Claire Sanford 
> Information Systems Division 
> Memorial Hermann Healthcare System 
> claire@memorialhermann.org  
>
> ___
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Re: EXTERNAL in Filter Run-If

[Joe Martin D'Souza]

Would be nice though if it worked though as technically you could have TR 
values in a table field while using it in a filter loop if you have created 
any of the columns as editable..


I wonder if it would be considered as a good candidate for an ER..

Joe

-Original Message- 
From: Longwing, LJ CTR MDA/IC
Sent: Friday, September 07, 2012 3:33 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

More than likely a Qual error, as you suggested.  Same thing that happens 
when you put an invalid qual in your external field :)


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

Sent: Friday, September 07, 2012 1:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

I doubt it too for the same reason as you cannot even use it in Push Fields 
If.. Might be fun to see what happens though if you tried.. Bad 
qualification error maybe?


Joe

-Original Message-
From: Longwing, LJ CTR MDA/IC
Sent: Friday, September 07, 2012 3:23 PM Newsgroups:
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

I doubt itthe documentation says that it is a Filter Run-If thing

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

Sent: Friday, September 07, 2012 12:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

**

I just had an interesting thought when reading this thread..

I 'wonder', if TR.Field would work on a table field qualification when used 
in an EXTERNAL(), IF that qualification were used on Fiter table loops...


I do not have access to any system at the moment to try out that thought..

Anyone interested in giving it a try?

Joe

From: Jose Manuel Huerta Guillén 
Sent: Friday, September 07, 2012 2:41 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

** I agree. What I really wanted to point, is that to consider what requires 
a change request is more about the involved risk that what is to be changed 
(data, code, database, ...). But , as you pointed, there always will be a 
grey zone.


Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 6:59 PM, Longwing, LJ CTR MDA/IC 
 wrote:



Don't get me wrong Jose...I agree with you :)  The 'rules' regarding what
requires a change request vs what doesn't are completely arbitrary.
Changing Remedy code can be just as impacting as changing Remedy data
depending on the data...nothing is quite black and white, but the rules
don't like to take 'grey' into account.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
Sent: Friday, September 07, 2012 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

That argument is completely false under my point of view. It doesn't matter
if you are changing the data field where the external is to be executed or
say that a change in workflow is just changing db data.

Using the same rationale, a java code change is just about changing a text
file. The same applies to the configuration files of a server.

The change is more related with risk than with the container of the code.


Jose Huerta
theremedyforit.com

El 07/09/2012, a las 17:23, "Longwing, LJ CTR MDA/IC"
 escribió:


I have also used the argument that Remedy code is actually nothing
more than DB dataso a Remedy code change isn't actually code, so
can be done in the middle of a business day if needed, thus not
actually violating SOXit depends on the mood of your manager as to
if that argument will work or not :)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Friday, September 07, 2012 9:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

I could see that ;>)

Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP
Remedy Team |  Avaya Client Services  |
|  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA
| 30009
| | 678-421-5342

Everyone needs deadlines.  Even the beavers. They loaf around all
summer, but when they are faced with the winter deadline, they work
like fury. If we didn't have deadlines, we'd stagnate.  Walt Disney


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, September 07, 2012 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

Paul,
I once built a system that was so data driven that we virtually never
needed to modify code on, and it became to the point where they started
designating which of our data changes required change t

Re: Thoughts regarding a separate DB for custom DB objects

[Jason Miller]

Thanks Joe, Rick and Axton!

Axton pretty much summed up the reasons why I have been considering this
and described our ARSystem DB at the same time :)

I have only scratched the surface when working with Oracle had have never
completely understood the difference between a user's schema and a
different DB.  I guess since the schema falls within the DB the
files, maintenance and configuration are the same where as a completely
different DB would have different file and configuration properties?

I think the issue mentioned not being able to alter the AR maintained views
is a little different and doesn't change in the proposed setup.  We already
know to keep a script handy to reset the grants after the drop/create and
running the script is part of our move to production procedure.  It really
depends on what we are doing if we use the T table or the view.

Jason

On Fri, Sep 7, 2012 at 11:22 AM, Axton  wrote:

> ** I've been doing this for years.  I've traditionally worked in Oracle
> shops, where we create a separate schema on the same instance.  The data
> never goes over the network.  All custom db objects go into this schema and
> not the AR owned schema.  Each schema has a schema owner (schema name =
> account name), so there are some grants that have to be given to allow
> cross-talk, but the maintenance is minimal.  The downside to using the
> views is that views can not be altered, only created and dropped.  What
> this means is that if you apply a grant to a view that AR owns (a db view
> for a form), and you add a field to that form, the grants to that view are
> gone.   For this reason, I use the T tables when constructing views.
>  Tables can be altered, and this is how Remedy does it, so the grants
> persist through form modifications.
>
> As to the statement about lob/index storage, etc.; this is typically done
> using separate tablespaces.  Tablespaces are like separate storage
> containers; probably the easiest way to think about them is that they are
> separate files that the db uses to store stuff.  There are some
> characteristics that you can define at the tablespace level (extent size,
> lob characteristics, etc.) that make it advantageous to use separate
> tablespaces for different objects.
>
> The reason I separate these things out is for ease of maintenance.  Have
> you ever walked into a shop that didn't do this and had an active Remedy
> system that was 6 years old and under constant development?  It get's messy
> in the db.  DB objects pile up; sometimes they are no longer used, and in
> the end, you have a pile of db objects and you don't have a good idea if it
> is something Remedy created or a person created.  It's a hell of a ball of
> yarn to untangle.
>
> Axton Grams
>
>
> On Fri, Sep 7, 2012 at 1:02 PM, Rick Cook  wrote:
>
>> **
>> Ah, that makes more sense now.  I know that some folks move their AR
>> indices off to a separate DB, under the control of the DBMS, so I don't
>> know why you couldn't move these things, as long as the appropriate AR
>> System calls knew where to find them.
>>
>> In the few instances where you're moving things that interact a lot with
>> the AR System DB from the AR System DB, I wonder if the increased network
>> traffic during those tasks would be a greater cost than the benefit of
>> having a "clean" system.  Perhaps if they were on the same DB Server/SAN,
>> but under a different DB, that would provide benefit without cost.
>>
>> Rick
>> On Fri, Sep 7, 2012 at 1:54 PM, Jason Miller wrote:
>>
>>> ** Now that is a bit tricky...  To stay "out of the box" we need to
>>> think "inside the box"  :)
>>>
>>> You are absolutely correct.  All AR maintained objects will utilize
>>> overlays and best practices.  What I am talking about are custom DB objects
>>> not maintained by the AR System.  Most of (if not all of) our custom DB
>>> objects are for integration purposes
>>>
>>> Here are some examples:
>>>
>>>- The Views that View Forms are created against
>>>- Tables that cache data from other systems that View Forms are
>>>created against.
>>>   - In the case of our HR and Financial systems creating View Forms
>>>   over a Linked DB server were too slow for use in UI workflow (Cost 
>>> Center
>>>   and Sub Account Menus/Validation, HR/Finance Locations, etc.)
>>>- Stored procedures to populate the cache tables mentioned above
>>>- Functions converting to/from epoch time
>>>- Function for INITCAP (we're MS SQL so we had to build it)
>>>- Stored procedures that other systems use to access Remedy data
>>>(yeah we are trying to move most of these to web services when possible).
>>>- Views that other systems use to access Remedy data (yeah we are
>>>trying to move most of these to web services when possible).
>>>- Stored procedures to truncate import Forms (T and H tables)
>>>
>>> Currently all of these things are in our ARSystem DB.  Moving these out
>>> would make the ARSystem DB more portable and "p

Re: EXTERNAL in Filter Run-If

[Longwing, LJ CTR MDA/IC]

More than likely a Qual error, as you suggested.  Same thing that happens when 
you put an invalid qual in your external field :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, September 07, 2012 1:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

I doubt it too for the same reason as you cannot even use it in Push Fields 
If.. Might be fun to see what happens though if you tried.. Bad qualification 
error maybe?

Joe

-Original Message-
From: Longwing, LJ CTR MDA/IC
Sent: Friday, September 07, 2012 3:23 PM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

I doubt itthe documentation says that it is a Filter Run-If thing

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, September 07, 2012 12:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

**

I just had an interesting thought when reading this thread..

I 'wonder', if TR.Field would work on a table field qualification when used in 
an EXTERNAL(), IF that qualification were used on Fiter table loops...

I do not have access to any system at the moment to try out that thought..

Anyone interested in giving it a try?

Joe

From: Jose Manuel Huerta Guillén 
Sent: Friday, September 07, 2012 2:41 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

** I agree. What I really wanted to point, is that to consider what requires a 
change request is more about the involved risk that what is to be changed 
(data, code, database, ...). But , as you pointed, there always will be a grey 
zone.

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 6:59 PM, Longwing, LJ CTR MDA/IC 
 wrote:


Don't get me wrong Jose...I agree with you :)  The 'rules' regarding what 
requires a change request vs what doesn't are completely arbitrary. 
Changing Remedy code can be just as impacting as changing Remedy data 
depending on the data...nothing is quite black and white, but the rules 
don't like to take 'grey' into account.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
Sent: Friday, September 07, 2012 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

That argument is completely false under my point of view. It doesn't matter 
if you are changing the data field where the external is to be executed or 
say that a change in workflow is just changing db data.

Using the same rationale, a java code change is just about changing a text 
file. The same applies to the configuration files of a server.

The change is more related with risk than with the container of the code.


Jose Huerta
theremedyforit.com

El 07/09/2012, a las 17:23, "Longwing, LJ CTR MDA/IC" 
 escribió:

> I have also used the argument that Remedy code is actually nothing
> more than DB dataso a Remedy code change isn't actually code, so
> can be done in the middle of a business day if needed, thus not
> actually violating SOXit depends on the mood of your manager as to
> if that argument will work or not :)
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
> Sent: Friday, September 07, 2012 9:16 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
>
> I could see that ;>)
>
> Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP
> Remedy Team |  Avaya Client Services  |
> |  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA
> | 30009
> | | 678-421-5342
>
> Everyone needs deadlines.  Even the beavers. They loaf around all
> summer, but when they are faced with the winter deadline, they work
> like fury. If we didn't have deadlines, we'd stagnate.  Walt Disney
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
> Sent: Friday, September 07, 2012 11:10 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
>
> Paul,
> I once built a system that was so data driven that we virtually never 
> needed to modify code on, and it became to the point where they started 
> designating which of our data changes required change tickets because some 
> of them were so powerful that they could 'take the system down'.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
> Sent: Friday, September 07, 2012 8:56 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
>
> We use External for Table field and Set

Re: Linux vs. Exchange

[Longwing, LJ CTR MDA/IC]

Unless anything has changed that I don't know about, the only option you would 
have from a Linux server to utilize an Exchange mailbox would be to use it 
through IMAP or POP.  You can't configure it to use MAPI because that requires 
Windows and a copy of the Outlook client to be installed and configured.  So, 
from that perspective, being you may be using an Exchange server, you aren't 
using an MS protocolthere would be no advantage/disadvantage related to it 
that I can seeother than maybe the ability for other windows machines to 
utilize a 'group mailbox' to see what's sent from the server and such...

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, September 07, 2012 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Linux vs. Exchange

** 

Hi All,

 

Currently I am installing ITSM 7.6.04 on a Linux box and plan on using a 
mailbox on the Linux server for notifications. Are there any advantages to 
using a mailbox on a Exchange server for this? I don't know of any so I thought 
I would ask.

 

Thanks

Mark

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com  

Office: 315-453-2912 x5335

Mobile: 315-882.5360

 




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privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
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Re: EXTERNAL in Filter Run-If

[Joe Martin D'Souza]

I doubt it too for the same reason as you cannot even use it in Push Fields 
If.. Might be fun to see what happens though if you tried.. Bad 
qualification error maybe?


Joe

-Original Message- 
From: Longwing, LJ CTR MDA/IC
Sent: Friday, September 07, 2012 3:23 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

I doubt itthe documentation says that it is a Filter Run-If thing

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

Sent: Friday, September 07, 2012 12:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

**

I just had an interesting thought when reading this thread..

I 'wonder', if TR.Field would work on a table field qualification when used 
in an EXTERNAL(), IF that qualification were used on Fiter table loops...


I do not have access to any system at the moment to try out that thought..

Anyone interested in giving it a try?

Joe

From: Jose Manuel Huerta Guillén 
Sent: Friday, September 07, 2012 2:41 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

** I agree. What I really wanted to point, is that to consider what requires 
a change request is more about the involved risk that what is to be changed 
(data, code, database, ...). But , as you pointed, there always will be a 
grey zone.


Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 6:59 PM, Longwing, LJ CTR MDA/IC 
 wrote:



Don't get me wrong Jose...I agree with you :)  The 'rules' regarding what 
requires a change request vs what doesn't are completely arbitrary. 
Changing Remedy code can be just as impacting as changing Remedy data 
depending on the data...nothing is quite black and white, but the rules 
don't like to take 'grey' into account.



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

Sent: Friday, September 07, 2012 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

That argument is completely false under my point of view. It doesn't matter 
if you are changing the data field where the external is to be executed or 
say that a change in workflow is just changing db data.


Using the same rationale, a java code change is just about changing a text 
file. The same applies to the configuration files of a server.


The change is more related with risk than with the container of the code.


Jose Huerta
theremedyforit.com

El 07/09/2012, a las 17:23, "Longwing, LJ CTR MDA/IC" 
 escribió:



I have also used the argument that Remedy code is actually nothing
more than DB dataso a Remedy code change isn't actually code, so
can be done in the middle of a business day if needed, thus not
actually violating SOXit depends on the mood of your manager as to
if that argument will work or not :)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Friday, September 07, 2012 9:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

I could see that ;>)

Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP
Remedy Team |  Avaya Client Services  |
|  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA
| 30009
| | 678-421-5342

Everyone needs deadlines.  Even the beavers. They loaf around all
summer, but when they are faced with the winter deadline, they work
like fury. If we didn't have deadlines, we'd stagnate.  Walt Disney


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, September 07, 2012 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

Paul,
I once built a system that was so data driven that we virtually never 
needed to modify code on, and it became to the point where they started 
designating which of our data changes required change tickets because some 
of them were so powerful that they could 'take the system down'.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Friday, September 07, 2012 8:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

We use External for Table field and Set Field criteria for lookup of data 
where the Business processes tend to change a good bit, but I can see 
several places where I could see using it in a Run-If as well. A well 
tested data change is easier to implement than a code change at my company 
since we don't have to adhere to an IT change windows to make a data 
change.


Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP
Remedy Team |  Avaya Client Services  |
|  1

Re: Email Engine Hanging

[Longwing, LJ CTR MDA/IC]

Well, as one LJ to another, I must agree with patchsk.  The email engine cleans 
out remedy emails, to check to see if it is working you must check to verify 
that the emails are going out properly.  This could be checking to see if the 
unsent count is not decreasing...if records are sitting unsent for X min's.  
Whatever qualification you need to use to determine that the engine isn't 
working.  This could be done through any number of API's available (Java, C, 
perl, php, .net, etc), all of them can log onto a server and perform a query.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Leonard Johnson
Sent: Friday, September 07, 2012 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Email Engine Hanging

hey all,

Every now and then our email engine hangs (hasnt everyone's?).  Starting and 
stopping this will get emails going again but I am wondering if anyone has used 
ProactiveNet or other monitoring to catch this when it happens.
Since the email Engine service is still showing as running, I can't really use 
that for monitoring.  Any idea of what log or method I can use to proactively 
catch this prior to customers calling to say they arent getting their 
notifications?

I haven't dug very deep on this yet but this is always the place I find the 
right answers and putting it out to you all first.

Thanks for any input.

LJ 

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Linux vs. Exchange

[Brittain, Mark]

Hi All,

Currently I am installing ITSM 7.6.04 on a Linux box and plan on using a 
mailbox on the Linux server for notifications. Are there any advantages to 
using a mailbox on a Exchange server for this? I don't know of any so I thought 
I would ask.

Thanks
Mark

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



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

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Re: EXTERNAL in Filter Run-If

[Longwing, LJ CTR MDA/IC]

I doubt itthe documentation says that it is a Filter Run-If thing

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, September 07, 2012 12:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

** 
 
I just had an interesting thought when reading this thread..
 
I 'wonder', if TR.Field would work on a table field qualification when used in 
an EXTERNAL(), IF that qualification were used on Fiter table loops...
 
I do not have access to any system at the moment to try out that thought..
 
Anyone interested in giving it a try?
 
Joe
 
From: Jose Manuel Huerta Guillén   
Sent: Friday, September 07, 2012 2:41 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: EXTERNAL in Filter Run-If
 
** I agree. What I really wanted to point, is that to consider what requires a 
change request is more about the involved risk that what is to be changed 
(data, code, database, ...). But , as you pointed, there always will be a grey 
zone. 

Jose Manuel Huerta 
http://theremedyforit.com/ 
 



On Fri, Sep 7, 2012 at 6:59 PM, Longwing, LJ CTR MDA/IC 
 wrote:


Don't get me wrong Jose...I agree with you :)  The 'rules' regarding 
what requires a change request vs what doesn't are completely arbitrary.  
Changing Remedy code can be just as impacting as changing Remedy data depending 
on the data...nothing is quite black and white, but the rules don't like to 
take 'grey' into account.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
Sent: Friday, September 07, 2012 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

That argument is completely false under my point of view. It doesn't 
matter if you are changing the data field where the external is to be executed 
or say that a change in workflow is just changing db data.

Using the same rationale, a java code change is just about changing a 
text file. The same applies to the configuration files of a server.

The change is more related with risk than with the container of the 
code.


Jose Huerta
theremedyforit.com

El 07/09/2012, a las 17:23, "Longwing, LJ CTR MDA/IC" 
 escribió:

> I have also used the argument that Remedy code is actually nothing
> more than DB dataso a Remedy code change isn't actually code, so
> can be done in the middle of a business day if needed, thus not
> actually violating SOXit depends on the mood of your manager as to
> if that argument will work or not :)
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
> Sent: Friday, September 07, 2012 9:16 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
>
> I could see that ;>)
>
> Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP
> Remedy Team |  Avaya Client Services  |
> |  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA
> | 30009
> | | 678-421-5342
>
> Everyone needs deadlines.  Even the beavers. They loaf around all
> summer, but when they are faced with the winter deadline, they work
> like fury. If we didn't have deadlines, we'd stagnate.  Walt Disney
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
> Sent: Friday, September 07, 2012 11:10 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
>
> Paul,
> I once built a system that was so data driven that we virtually never 
needed to modify code on, and it became to the point where they started 
designating which of our data changes required change tickets because some of 
them were so powerful that they could 'take the system down'.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
> Sent: Friday, September 07, 2012 8:56 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
>
> We use External for Table field and Set Field criteria for lookup of 
data where the Business processes tend to change a good bit, but I can see 
several places where I could see using it in a Run-If as well. A well tested 
data change is easier to implement than a code chan

Re: Thoughts regarding a separate DB for custom DB objects

[Jose Manuel Huerta Guillén]

If the database is MS-SQL and you want to organize your objects to reduce
the risk of editing the wrong object, then I don't recommend you to create
a separated DB. MS-SQL provides the schema functionality. Just create a new
schema, and put all objects there. Then create a user with privileges only
at this schema. Thus, this user will only see the external objects and wont
see the Remedy ones. Give this user to people that must edit those objects.
Remedy will be able to see those objects because they are at the same
database. Also the impact on the database is null, since they are at the
same database.


Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 9:08 PM, Jason Miller  wrote:

> MS SQL 2008 Standard 64-bit

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SRM assign to submitter for On Behalf Of

[Logan, Kelly]

Hello all,

Best wishes for a lovely weekend! Until then however, I was wondering if anyone 
has some ideas on how to set the 'Coordinator' for a Service Request to the 
submitter of the request.

It seems like this would be a standard option, that if you are going to submit 
a request on behalf of a customer, you would be the coordinator for that 
request. Has anyone pursued this?

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

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Re: Thoughts regarding a separate DB for custom DB objects

[Jason Miller]

Thanks Sylvain for the feed back!  It is interesting that you called it
Utility because I was also thinking about calling the DB Utilities.

That is one of the things I am wondering about; will putting the views and
tables used by AR System in the Utilities DB have much impact on
performance.  I tend to think it will not have too much impact since it is
all on the same DB server, same disk volume, etc.  But then again I am not
a DBA, network engineer or storage engineer  :)

Here is scenario where I would like for custom views to be in their own DB
space.  Our convention is to prefix our custom views with "uv_" for User
View ("ut_" for User Table).  We also like to name our View forms with the
View name they use.  For example we have a view called "uv_LAWItems" and
the View Form name is "LAW:uv_LAWItems".  The AR maintained view of the
View Form is "LAW_uv_LAWItems". There have been times where I was a little
confused around the difference between uv_LAWItems and LAW_uv_LAWItems
(usually late at night under some kind of time restriction).  Now maybe our
naming conventions could use some tweaking?  However moving uv_LAWItems to
a different DB would make it more clear which is the custom object and
which is the AR maintain object referencing the custom object in another DB.

The performance implication is one of the things I am the most curious
about and hoping some of our DB gurus will chime in.

I just realized I didn't include our specs in my initial post.  I am
working mostly with theory here so I am hoping the specs are not
that relevant but here they are:

ARS 7.6.04 SP3
ITSM .7.6.04 SP2
AR Server - Windows 2008 Standard 64-bit
DB Server Windows 2008 Enterprise 64-bit
DBMS - MS SQL 2008 Standard 64-bit

Jason

On Fri, Sep 7, 2012 at 12:05 AM, Sylvain YVON wrote:

> We did that here on Oracle for a custom 7.5 app with one ARSystem and
> one Utility schemas. The utility schema contains all the temporary
> tables, procedures and packages for maintenance and imports (of users,
> entities, ...). This is very handy because this is all temporary stuff
> that we can afford to loose and restore a week old backup, not like AR
> System data that is so expensive to replicate.
> That said, we chose to create the views and materialized views needed
> by ARS workflow inside the AR System schema simply because we don't
> see a value add in using the utility schema. I mean, if you create
> views, you will probably create a view form in AR System anyway. If
> you use a View Form based on a complexe view, that uses the data
> contained in your AR System tables, are you sure that storing the view
> in a separate schema/DB doesn't add an overhead (like authentication,
> network loop, etc) ? I don't have the answer, maybe it depends on the
> DB engine you use ?
>
> Sylvain
>
> On Fri, Sep 7, 2012 at 2:40 AM, Easter, David 
> wrote:
> > **
> >
> > Just thinking somewhat inside the box – but wouldn’t overlays do the
> > majority of this for you?  Any custom objects you create would be well
> > known/documented as would any modifications to BMC base objects.  The
> base
> > BMC objects would remain on the system unchanged.  If you really then
> wanted
> > to transfer only your extensions and modifications to a new box, you’d
> just
> > transfer the custom and overlaid objects.
> >
> >
> >
> > -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 Jason Miller
> > Sent: Wednesday, September 05, 2012 3:33 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Thoughts regarding a separate DB for custom DB objects
> >
> >
> >
> > **
> >
> > I would like to get some input on something I have been thinking about
> > recently.  I am considering creating a new DB on the same DB server as
> the
> > ARSystem DB.  This DB would be right next to the ARSystem DB but would
> house
> > all of the custom DB work we do.  My thought is to have all custom
> tables,
> > views, stored procedures, functions, etc. in new DB which would ideally
> > leave everything in the ARSystem DB created, maintained and modified via
> the
> > AR System API or BMC installers.  Basically I am picturing a layer of
> > abstraction or a library of custom objects if you will.  Maybe more like
> a
> > different namespace or data set for those CMDB gurus out there.
> >
> >
> >
> > As it is right now in our very customized 7.5 ARS DB all custom tables,
> > views, etc. are all intermixed with the ARS maintained objects. We try to
> > keep our objects lumped tog

Re: Link alignment issue

[Jose Manuel Huerta Guillén]

HI Peter,

Two things:
1.- Any resemblance between the graphical depiction of developer studio and
the final result is pure coincidence. :)
2.- When you a very particular behavior including images, alternate texts,
links and some HTML elements, one option is to consider a display field,
and populate it with HTML.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 4:30 PM, Peter Joran  wrote:

> **
>
> All,
>
> In custom views there are buttons, with images, displayed as URLs. The
> image is not displayed when the Display Type is set to URL but I need the
> image to input an Alternative Text value. The issue I’m having is that the
> links are aligned center and not left as configured. If I change the
> Display Type to Button the Label text is also centered. However, the issue
> is not consistent as some links are aligned left. The issue is consistent
> between IE, FF, and the WUT. All buttons/URLs are configured the same and
> Alignments are correct when viewed in Dev Studio.
>
>  Label Justify = Left
>
> Image Position = LeftI have also tried Center and Right with change.
> Removing the image did not
>
>   change anything either.
>
>
>
> Any thoughts on how I can resolve the alignment issue are much appreciated.
>
>
>
> Many thanks
>
> Pete
>
>
>
> AR 7604 SP2 Hotfix 1020120531604
>
> ITSM 760401
>
> WUT and Dev Studio 7604 SP3
>
> IE 8
>
> FF 15
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Remedy ITSM - Mid Tier Server question

[Jose Manuel Huerta Guillén]

Mmm, I don't see why you should have a test server if it is not emulating
the production server. In your proposed approach, To share the mid-tier for
both development and test I think it can work but that it's not a good
idea. If you don't have enough room to fit all servers I would prefer:
 1.- To not have a test server, and do test on development.
 2.- To have VM for test and development, and to switch on-off depending on
what you need at the moment.

I think I would choose the first option. Ask to yourself: What advantage
provides me to have such a testing environment with a shared Mid-tier?

Well it's just a though...

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 8:49 PM, Tommy Morris wrote:

> **
> Sure can. Just switch your AR server info to point at the environment that
> you need at the time. That is the easiest/ cleanest solution
>
> Sent from my HTC Inspire™ 4G on AT&T
>
>
> - Reply message -
> From: "Sanford, Claire" 
> To: "arslist@ARSLIST.ORG" 
> Subject: Remedy ITSM - Mid Tier Server question
> Date: Fri, Sep 7, 2012 11:57 am
>
>
>
> Finally I have a real "environment".
>
> Dev -> Test -> Prod
>
> My question is...  Can I use the same Mid-Tier server for both Dev and
> Test?  I know that sort of defeats the purpose of having the two separate
> App environments, but we are looking at hardware/vm space cost etc.
>
> I would have:
> 1)Prod - App Server
> 2)Mid-Tier Server
>
> 3)Dev App Server
> 4)Test App Server
>
> 5)Dev_Test MidTier Server
>
> A total of 5 servers (not including the Database Servers)
>
>
> ITSM 7.6.04 SP2
> ARS 7.6.04 SP3
> Mid-Tier 7.6.04 SP3 Aug 10th patch.
> Oracle 11 something
> Win 2008 Server
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> claire.sanf...@memorialhermann.org
>
>
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Re: EXTERNAL in Filter Run-If

[Joe Martin D'Souza]

I just had an interesting thought when reading this thread..

I ‘wonder’, if TR.Field would work on a table field qualification when used in 
an EXTERNAL(), IF that qualification were used on Fiter table loops...

I do not have access to any system at the moment to try out that thought..

Anyone interested in giving it a try?

Joe

From: Jose Manuel Huerta Guillén 
Sent: Friday, September 07, 2012 2:41 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: EXTERNAL in Filter Run-If

** I agree. What I really wanted to point, is that to consider what requires a 
change request is more about the involved risk that what is to be changed 
(data, code, database, ...). But , as you pointed, there always will be a grey 
zone. 

Jose Manuel Huerta 
http://theremedyforit.com/ 





On Fri, Sep 7, 2012 at 6:59 PM, Longwing, LJ CTR MDA/IC 
 wrote:

  Don't get me wrong Jose...I agree with you :)  The 'rules' regarding what 
requires a change request vs what doesn't are completely arbitrary.  Changing 
Remedy code can be just as impacting as changing Remedy data depending on the 
data...nothing is quite black and white, but the rules don't like to take 
'grey' into account.


  -Original Message-
  From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
  Sent: Friday, September 07, 2012 10:51 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: EXTERNAL in Filter Run-If

  That argument is completely false under my point of view. It doesn't matter 
if you are changing the data field where the external is to be executed or say 
that a change in workflow is just changing db data.

  Using the same rationale, a java code change is just about changing a text 
file. The same applies to the configuration files of a server.

  The change is more related with risk than with the container of the code.


  Jose Huerta
  theremedyforit.com

  El 07/09/2012, a las 17:23, "Longwing, LJ CTR MDA/IC" 
 escribió:

  > I have also used the argument that Remedy code is actually nothing
  > more than DB dataso a Remedy code change isn't actually code, so
  > can be done in the middle of a business day if needed, thus not
  > actually violating SOXit depends on the mood of your manager as to
  > if that argument will work or not :)
  >
  > -Original Message-
  > From: Action Request System discussion list(ARSList)
  > [mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
  > Sent: Friday, September 07, 2012 9:16 AM
  > To: arslist@ARSLIST.ORG
  > Subject: Re: EXTERNAL in Filter Run-If
  >
  > I could see that ;>)
  >
  > Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP
  > Remedy Team |  Avaya Client Services  |
  > |  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA
  > | 30009
  > | | 678-421-5342
  >
  > Everyone needs deadlines.  Even the beavers. They loaf around all
  > summer, but when they are faced with the winter deadline, they work
  > like fury. If we didn’t have deadlines, we’d stagnate.  Walt Disney
  >
  >
  > -Original Message-
  > From: Action Request System discussion list(ARSList)
  > [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
  > Sent: Friday, September 07, 2012 11:10 AM
  > To: arslist@ARSLIST.ORG
  > Subject: Re: EXTERNAL in Filter Run-If
  >
  > Paul,
  > I once built a system that was so data driven that we virtually never 
needed to modify code on, and it became to the point where they started 
designating which of our data changes required change tickets because some of 
them were so powerful that they could 'take the system down'.
  >
  > -Original Message-
  > From: Action Request System discussion list(ARSList)
  > [mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
  > Sent: Friday, September 07, 2012 8:56 AM
  > To: arslist@ARSLIST.ORG
  > Subject: Re: EXTERNAL in Filter Run-If
  >
  > We use External for Table field and Set Field criteria for lookup of data 
where the Business processes tend to change a good bit, but I can see several 
places where I could see using it in a Run-If as well. A well tested data 
change is easier to implement than a code change at my company since we don't 
have to adhere to an IT change windows to make a data change.
  >
  > Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP
  > Remedy Team |  Avaya Client Services  |
  > |  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA
  > | 30009
  > | | 678-421-5342
  >
  > Everyone needs deadlines.  Even the beavers. They loaf around all
  > summer, but when they are faced with the winter deadline, they work
  > like fury. If we didn’t have deadlines, we’d stagnate.  Walt Disney
  >
  > -Original Message-
  > From: Action Request System discussion list(ARSList)
  > [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
  > Sent: Friday, September 07, 2012 8:20 AM
  > To: arslist@ARSLIST.ORG
  > Sub

Re: Email Engine Hanging

[Greg Donalson]

Hi LJ,

I am not sure what version you are on or what operating system you have, but we 
had the same issue with 7.6.04 SP3.  BMC has given us a hotfix that has 
resolved the issue.  It basically is an update to the emaildaemon.jar file.  
Thanks!

Greg

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Leonard Johnson
Sent: Friday, September 07, 2012 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Email Engine Hanging

hey all,

Every now and then our email engine hangs (hasnt everyone's?).  Starting and 
stopping this will get emails going again but I am wondering if anyone has used 
ProactiveNet or other monitoring to catch this when it happens.
Since the email Engine service is still showing as running, I can't really use 
that for monitoring.  Any idea of what log or method I can use to proactively 
catch this prior to customers calling to say they arent getting their 
notifications?

I haven't dug very deep on this yet but this is always the place I find the 
right answers and putting it out to you all first.

Thanks for any input.

LJ 

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Re: Oracle vs. SQL

[Jose Manuel Huerta Guillén]

That's exactly the reason because I said that MS-SQL DBA are less
professionals than Oracle ones. It's like when someone says that it masters
MS Word or master Latex. Someone who says that masters Latex, really does.
But there are a lot of people that are  unable to use Word styles that say
that master MS Word.

At the end, MS-SQL is very easy to admin. That's a problem!  :)

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 6:36 PM, Joe Martin D'Souza wrote:

> **
>
> What you probably mean is that it takes more than a few points and clicks
> to do majority of the maintenance in Oracle while in MS-SQL, much of the
> work can easily be done with a few points and clicks.. MS-SQL does have a
> more user friendly GUI interfaces, which is possible to maintain without
> the need of a full time DBA. So if you want to get rid of your dependence
> on a DBA, MS-SQL may be a good way to go. This DB has got fairly robust
> over time. A little less than 10 years ago, I wouldn’t be saying the same
> thing..
>
> Oracle however is one of the best DB’s that is capable of handling larger
> data volumes more efficiently. Yes it has its drawbacks with case
> sensitivity, but if that is not a major concern (because of the way your
> foundation data might be set up), then it is undoubtedly a better DB with
> slightly higher maintenance costs as it may require the need for a full
> time DBA if your Remedy Admins or developers do not have those skills..
>
> Joe
>
>  *From:* Jose Manuel Huerta Guillén 
> *Sent:* Wednesday, September 05, 2012 5:18 PM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Oracle vs. SQL
>
> **
> After dealing with MS SQL and Oracle, I can see two differences:
> - MS SQL case insensitive is easier to achieve.
> - Oracle admins are usually more "professionals" than MS SQL ones. This is
> not a fact, but a probability I found at my experience.
>
> What it isn't true is that case insensitive can only be achieved in MS
> SQL. I have an Oracle RAC configured for case insensitive and it performs
> perfectly.
>
> So, at the end, it is more about organization culture and religion than a
> technical decision.
>
> IMHO, I would choose MS SQL because the licensing cost. Invest the saved
> license cost in hardware and admin, and the result would be better.
>
> Finally the decision between enterprise and standard depends on the size
> of your ARS system. Normally the standard edition can fit for hundreds of
> users. But It would depend on the use that those users made on the
> database, and if the database server is to be shared with other
> applications. Also it's important your DBA opinion, since the enterprise
> edition has some features not available at the standard like increased
> management or BI options
>
> Regards,
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>
>
> On Wed, Sep 5, 2012 at 11:06 PM, Thad Esser  wrote:
>
>> s me as funny criteria for determining which database to use, but I gues
>
>
> _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: Remedy ITSM - Mid Tier Server question

[Tommy Morris]

Sure can. Just switch your AR server info to point at the environment that you 
need at the time. That is the easiest/ cleanest solution

Sent from my HTC Inspire™ 4G on AT&T

- Reply message -
From: "Sanford, Claire" 
To: "arslist@ARSLIST.ORG" 
Subject: Remedy ITSM - Mid Tier Server question
Date: Fri, Sep 7, 2012 11:57 am



Finally I have a real "environment".

Dev -> Test -> Prod

My question is...  Can I use the same Mid-Tier server for both Dev and Test?  I 
know that sort of defeats the purpose of having the two separate App 
environments, but we are looking at hardware/vm space cost etc.

I would have:
1)Prod - App Server
2)Mid-Tier Server

3)Dev App Server
4)Test App Server

5)Dev_Test MidTier Server

A total of 5 servers (not including the Database Servers)


ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Mid-Tier 7.6.04 SP3 Aug 10th patch.
Oracle 11 something
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org

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Re: Wrong infomation displayed in the colums

[Jose Manuel Huerta Guillén]

I've got this issue at the past, don't know why I'm not getting it. I go to
the generated HTML code trying to see what's happening, and saw that it was
more about CSS and the size of columns that the info. I mean, the info was
in the right column, but the size and position of the column was different
that the header's, giving the "illusion" to the user that the info was of
another column.
But As i said, one day ended, and it never happened again. Don't know why.

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 5:28 PM, Sanford, Claire <
claire.sanf...@memorialhermann.org> wrote:

> lear their cache several times a week…  partly because Remedy holds so
> many screens in the temp files.  
>
> **
>

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Re: EXTERNAL in Filter Run-If

[Jose Manuel Huerta Guillén]

I agree. What I really wanted to point, is that to consider what requires a
change request is more about the involved risk that what is to be changed
(data, code, database, ...). But , as you pointed, there always will be a
grey zone.

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 6:59 PM, Longwing, LJ CTR MDA/IC <
lj.longwing@mda.mil> wrote:

> Don't get me wrong Jose...I agree with you :)  The 'rules' regarding what
> requires a change request vs what doesn't are completely arbitrary.
>  Changing Remedy code can be just as impacting as changing Remedy data
> depending on the data...nothing is quite black and white, but the rules
> don't like to take 'grey' into account.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
> Sent: Friday, September 07, 2012 10:51 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
>
> That argument is completely false under my point of view. It doesn't
> matter if you are changing the data field where the external is to be
> executed or say that a change in workflow is just changing db data.
>
> Using the same rationale, a java code change is just about changing a text
> file. The same applies to the configuration files of a server.
>
> The change is more related with risk than with the container of the code.
>
>
> Jose Huerta
> theremedyforit.com
>
> El 07/09/2012, a las 17:23, "Longwing, LJ CTR MDA/IC" <
> lj.longwing@mda.mil> escribió:
>
> > I have also used the argument that Remedy code is actually nothing
> > more than DB dataso a Remedy code change isn't actually code, so
> > can be done in the middle of a business day if needed, thus not
> > actually violating SOXit depends on the mood of your manager as to
> > if that argument will work or not :)
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
> > Sent: Friday, September 07, 2012 9:16 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: EXTERNAL in Filter Run-If
> >
> > I could see that ;>)
> >
> > Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP
> > Remedy Team |  Avaya Client Services  |
> > |  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA
> > | 30009
> > | | 678-421-5342
> >
> > Everyone needs deadlines.  Even the beavers. They loaf around all
> > summer, but when they are faced with the winter deadline, they work
> > like fury. If we didn’t have deadlines, we’d stagnate.  Walt Disney
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
> > Sent: Friday, September 07, 2012 11:10 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: EXTERNAL in Filter Run-If
> >
> > Paul,
> > I once built a system that was so data driven that we virtually never
> needed to modify code on, and it became to the point where they started
> designating which of our data changes required change tickets because some
> of them were so powerful that they could 'take the system down'.
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
> > Sent: Friday, September 07, 2012 8:56 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: EXTERNAL in Filter Run-If
> >
> > We use External for Table field and Set Field criteria for lookup of
> data where the Business processes tend to change a good bit, but I can see
> several places where I could see using it in a Run-If as well. A well
> tested data change is easier to implement than a code change at my company
> since we don't have to adhere to an IT change windows to make a data change.
> >
> > Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP
> > Remedy Team |  Avaya Client Services  |
> > |  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA
> > | 30009
> > | | 678-421-5342
> >
> > Everyone needs deadlines.  Even the beavers. They loaf around all
> > summer, but when they are faced with the winter deadline, they work
> > like fury. If we didn’t have deadlines, we’d stagnate.  Walt Disney
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> > Sent: Friday, September 07, 2012 8:20 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: EXTERNAL in Filter Run-If
> >
> > Hi,
> >
> > That is definitely a good use for it.
> >
> >Best Regards - Misi, RRR AB, http://rrr.se
> >
> >> I agree that you must avoid EXTERNAL.
> >>
> >> I only use it at filters when adding some configurable business rule
> >> and I want to give complete freedom to the user to define when to
> >> execute the rule. For instance we have a priority control at HPD:Help
> >> Desk. Check if the incid

Re: Thoughts regarding a separate DB for custom DB objects

[Joe Martin D'Souza]

Overlays was my first thoughts as well.. Why another DB when we now have 
overlays..??

But for ‘some things’, I think it’s a absolutely brilliant idea.. These some 
things have nothing to do with ARS objects hence overlays wont even be in the 
picture.. These are ‘foreign’ tables we tend to create in the ARSystem schema, 
and have it reside in there resulting in many sometimes hundreds of foreign 
tables in there, and without a good naming convention, you can easily loose 
sight of whats internal and whats external to the database..

I think for this one and only reason, having a database of something like 
ARSExternal to keep all external objects outside, and then create DB links to 
reference this is an absolutely gem of an idea for the pure purpose of 
maintenance.. In that external space, you could even have a table with the same 
name – who cares..

Good idea.. But for anything internal, as David rightly pointed out, overlays 
man.. they will be your next best friend for a few years to come until 
something better comes out!

Joe

From: Easter, David 
Sent: Thursday, September 06, 2012 8:40 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Thoughts regarding a separate DB for custom DB objects

** 
Just thinking somewhat inside the box – but wouldn’t overlays do the majority 
of this for you?  Any custom objects you create would be well known/documented 
as would any modifications to BMC base objects.  The base BMC objects would 
remain on the system unchanged.  If you really then wanted to transfer only 
your extensions and modifications to a new box, you’d just transfer the custom 
and overlaid objects.

 

-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 Jason Miller
Sent: Wednesday, September 05, 2012 3:33 PM
To: arslist@ARSLIST.ORG
Subject: Thoughts regarding a separate DB for custom DB objects

 

** 

I would like to get some input on something I have been thinking about 
recently.  I am considering creating a new DB on the same DB server as the 
ARSystem DB.  This DB would be right next to the ARSystem DB but would house 
all of the custom DB work we do.  My thought is to have all custom tables, 
views, stored procedures, functions, etc. in new DB which would ideally leave 
everything in the ARSystem DB created, maintained and modified via the AR 
System API or BMC installers.  Basically I am picturing a layer of abstraction 
or a library of custom objects if you will.  Maybe more like a different 
namespace or data set for those CMDB gurus out there.

 

As it is right now in our very customized 7.5 ARS DB all custom tables, views, 
etc. are all intermixed with the ARS maintained objects. We try to keep our 
objects lumped together by naming convention but just when my team starts using 
the same convention a different DBA (for example) comes along and uses their 
favorite convention.  If we all agree to only make changes to the custom DB 
then naming convention is not as important (DBAs usually ask which DB do you 
need something not so much “what is your naming convention?”).

 

Another considerations is portability of the ARSystem DB.  Right now when we 
refresh our production DB to another environment there are things like 
different linked server references that need to be updated, object owners, etc. 
 All objects in the custom DB would have the same names between environments 
(Dev, QA, Prod).  With all of the custom objects in their own DB we can move 
ARSystem DBs between environments and as long as the custom DB is configured 
correctly for the environment no changes are needed to any of ARSystem DB 
objects.

 

Our new “out of the box” ITSM 7.6.04 system does not have any custom DB work 
done yet but I know it is only a matter of time before the need arises as we 
transition between old and new systems.  If there are advantages and no major 
negative results to this architecture I would like to set this up while we are 
still out of the box.

 

Can anybody think of any negative (or positive) effects of this approach?  I am 
figuring because it still on the same DB server that there should not be much 
performance impact.

 

Thanks!

Jason

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Re: Email Engine Hanging

[Karthik]

Did you check if performance of remedy was good when the email engine was
hung? Sometimes when the performance is not stable it tends to hang. Also,
are there any errors in the stderr.out log file?

Regards,
Karthik
On Sep 7, 2012 11:16 PM, "Leonard Johnson" 
wrote:

> hey all,
>
> Every now and then our email engine hangs (hasnt everyone's?).  Starting
> and stopping this will get emails going again but I am wondering if anyone
> has used ProactiveNet or other monitoring to catch this when it happens.
> Since the email Engine service is still showing as running, I can't really
> use that for monitoring.  Any idea of what log or method I can use to
> proactively catch this prior to customers calling to say they arent getting
> their notifications?
>
> I haven't dug very deep on this yet but this is always the place I find
> the right answers and putting it out to you all first.
>
> Thanks for any input.
>
> LJ
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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Re: Thoughts regarding a separate DB for custom DB objects

[Axton]

I've been doing this for years.  I've traditionally worked in Oracle shops,
where we create a separate schema on the same instance.  The data never
goes over the network.  All custom db objects go into this schema and not
the AR owned schema.  Each schema has a schema owner (schema name = account
name), so there are some grants that have to be given to allow cross-talk,
but the maintenance is minimal.  The downside to using the views is that
views can not be altered, only created and dropped.  What this means is
that if you apply a grant to a view that AR owns (a db view for a form),
and you add a field to that form, the grants to that view are gone.   For
this reason, I use the T tables when constructing views.  Tables can be
altered, and this is how Remedy does it, so the grants persist through form
modifications.

As to the statement about lob/index storage, etc.; this is typically done
using separate tablespaces.  Tablespaces are like separate storage
containers; probably the easiest way to think about them is that they are
separate files that the db uses to store stuff.  There are some
characteristics that you can define at the tablespace level (extent size,
lob characteristics, etc.) that make it advantageous to use separate
tablespaces for different objects.

The reason I separate these things out is for ease of maintenance.  Have
you ever walked into a shop that didn't do this and had an active Remedy
system that was 6 years old and under constant development?  It get's messy
in the db.  DB objects pile up; sometimes they are no longer used, and in
the end, you have a pile of db objects and you don't have a good idea if it
is something Remedy created or a person created.  It's a hell of a ball of
yarn to untangle.

Axton Grams

On Fri, Sep 7, 2012 at 1:02 PM, Rick Cook  wrote:

> **
> Ah, that makes more sense now.  I know that some folks move their AR
> indices off to a separate DB, under the control of the DBMS, so I don't
> know why you couldn't move these things, as long as the appropriate AR
> System calls knew where to find them.
>
> In the few instances where you're moving things that interact a lot with
> the AR System DB from the AR System DB, I wonder if the increased network
> traffic during those tasks would be a greater cost than the benefit of
> having a "clean" system.  Perhaps if they were on the same DB Server/SAN,
> but under a different DB, that would provide benefit without cost.
>
> Rick
> On Fri, Sep 7, 2012 at 1:54 PM, Jason Miller wrote:
>
>> ** Now that is a bit tricky...  To stay "out of the box" we need to think
>> "inside the box"  :)
>>
>> You are absolutely correct.  All AR maintained objects will utilize
>> overlays and best practices.  What I am talking about are custom DB objects
>> not maintained by the AR System.  Most of (if not all of) our custom DB
>> objects are for integration purposes
>>
>> Here are some examples:
>>
>>- The Views that View Forms are created against
>>- Tables that cache data from other systems that View Forms are
>>created against.
>>   - In the case of our HR and Financial systems creating View Forms
>>   over a Linked DB server were too slow for use in UI workflow (Cost 
>> Center
>>   and Sub Account Menus/Validation, HR/Finance Locations, etc.)
>>- Stored procedures to populate the cache tables mentioned above
>>- Functions converting to/from epoch time
>>- Function for INITCAP (we're MS SQL so we had to build it)
>>- Stored procedures that other systems use to access Remedy data
>>(yeah we are trying to move most of these to web services when possible).
>>- Views that other systems use to access Remedy data (yeah we are
>>trying to move most of these to web services when possible).
>>- Stored procedures to truncate import Forms (T and H tables)
>>
>> Currently all of these things are in our ARSystem DB.  Moving these out
>> would make the ARSystem DB more portable and "pure."
>>
>> Jason
>>
>> On Thu, Sep 6, 2012 at 5:40 PM, Easter, David wrote:
>>
>>> **
>>>
>>> Just thinking somewhat inside the box – but wouldn’t overlays do the
>>> majority of this for you?  Any custom objects you create would be well
>>> known/documented as would any modifications to BMC base objects.  The base
>>> BMC objects would remain on the system unchanged.  If you really then
>>> wanted to transfer only your extensions and modifications to a new box,
>>> you’d just transfer the custom and overlaid objects.
>>>
>>> ** **
>>>
>>> -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

Re: Thoughts regarding a separate DB for custom DB objects

[Rick Cook]

Ah, that makes more sense now.  I know that some folks move their AR
indices off to a separate DB, under the control of the DBMS, so I don't
know why you couldn't move these things, as long as the appropriate AR
System calls knew where to find them.

In the few instances where you're moving things that interact a lot with
the AR System DB from the AR System DB, I wonder if the increased network
traffic during those tasks would be a greater cost than the benefit of
having a "clean" system.  Perhaps if they were on the same DB Server/SAN,
but under a different DB, that would provide benefit without cost.

Rick
On Fri, Sep 7, 2012 at 1:54 PM, Jason Miller  wrote:

> ** Now that is a bit tricky...  To stay "out of the box" we need to think
> "inside the box"  :)
>
> You are absolutely correct.  All AR maintained objects will utilize
> overlays and best practices.  What I am talking about are custom DB objects
> not maintained by the AR System.  Most of (if not all of) our custom DB
> objects are for integration purposes
>
> Here are some examples:
>
>- The Views that View Forms are created against
>- Tables that cache data from other systems that View Forms are
>created against.
>   - In the case of our HR and Financial systems creating View Forms
>   over a Linked DB server were too slow for use in UI workflow (Cost 
> Center
>   and Sub Account Menus/Validation, HR/Finance Locations, etc.)
>- Stored procedures to populate the cache tables mentioned above
>- Functions converting to/from epoch time
>- Function for INITCAP (we're MS SQL so we had to build it)
>- Stored procedures that other systems use to access Remedy data (yeah
>we are trying to move most of these to web services when possible).
>- Views that other systems use to access Remedy data (yeah we are
>trying to move most of these to web services when possible).
>- Stored procedures to truncate import Forms (T and H tables)
>
> Currently all of these things are in our ARSystem DB.  Moving these out
> would make the ARSystem DB more portable and "pure."
>
> Jason
>
> On Thu, Sep 6, 2012 at 5:40 PM, Easter, David wrote:
>
>> **
>>
>> Just thinking somewhat inside the box – but wouldn’t overlays do the
>> majority of this for you?  Any custom objects you create would be well
>> known/documented as would any modifications to BMC base objects.  The base
>> BMC objects would remain on the system unchanged.  If you really then
>> wanted to transfer only your extensions and modifications to a new box,
>> you’d just transfer the custom and overlaid objects.
>>
>> ** **
>>
>> -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 *Jason Miller
>> *Sent:* Wednesday, September 05, 2012 3:33 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Thoughts regarding a separate DB for custom DB objects
>>
>> ** **
>>
>> ** 
>>
>> I would like to get some input on something I have been thinking about
>> recently.  I am considering creating a new DB on the same DB server as the
>> ARSystem DB.  This DB would be right next to the ARSystem DB but would
>> house all of the custom DB work we do.  My thought is to have all custom
>> tables, views, stored procedures, functions, etc. in new DB which would
>> ideally leave everything in the ARSystem DB created, maintained and
>> modified via the AR System API or BMC installers.  Basically I am picturing
>> a layer of abstraction or a library of custom objects if you will.  Maybe
>> more like a different namespace or data set for those CMDB gurus out there.
>> 
>>
>> ** **
>>
>> As it is right now in our very customized 7.5 ARS DB all custom tables,
>> views, etc. are all intermixed with the ARS maintained objects. We try to
>> keep our objects lumped together by naming convention but just when my team
>> starts using the same convention a different DBA (for example) comes along
>> and uses their favorite convention.  If we all agree to only make changes
>> to the custom DB then naming convention is not as important (DBAs usually
>> ask which DB do you need something not so much “what is your naming
>> convention?”).
>>
>> ** **
>>
>> Another considerations is portability of the ARSystem DB.  Right now when
>> we refresh our production DB to another environment there are things like
>> different linked server references that need to be updated, object owners,
>> etc.  All objects in the custom DB would have the same names bet

Re: Email Engine Hanging

[patchsk]

Monitoring just the email service is not very reliable as in windows we 
have seen email engine service is up but just hung.
What we did was actually monitoring the email messages table.
If there are any messages(entries) older than 15min we get alerted. 
In fact we have configured the monitoring such that it will auto restarts 
the email service.

On Friday, September 7, 2012 10:46:11 AM UTC-7, Leonard Johnson wrote:
>
> hey all, 
>
> Every now and then our email engine hangs (hasnt everyone's?).  Starting 
> and stopping this will get emails going again but I am wondering if anyone 
> has used ProactiveNet or other monitoring to catch this when it happens. 
> Since the email Engine service is still showing as running, I can't really 
> use that for monitoring.  Any idea of what log or method I can use to 
> proactively catch this prior to customers calling to say they arent getting 
> their notifications? 
>
> I haven't dug very deep on this yet but this is always the place I find 
> the right answers and putting it out to you all first. 
>
> Thanks for any input. 
>
> LJ 
>
> ___
>  
>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" 
>

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Re: Thoughts regarding a separate DB for custom DB objects

[Jason Miller]

Now that is a bit tricky...  To stay "out of the box" we need to think
"inside the box"  :)

You are absolutely correct.  All AR maintained objects will utilize
overlays and best practices.  What I am talking about are custom DB objects
not maintained by the AR System.  Most of (if not all of) our custom DB
objects are for integration purposes

Here are some examples:

   - The Views that View Forms are created against
   - Tables that cache data from other systems that View Forms are created
   against.
  - In the case of our HR and Financial systems creating View Forms
  over a Linked DB server were too slow for use in UI workflow (Cost Center
  and Sub Account Menus/Validation, HR/Finance Locations, etc.)
   - Stored procedures to populate the cache tables mentioned above
   - Functions converting to/from epoch time
   - Function for INITCAP (we're MS SQL so we had to build it)
   - Stored procedures that other systems use to access Remedy data (yeah
   we are trying to move most of these to web services when possible).
   - Views that other systems use to access Remedy data (yeah we are trying
   to move most of these to web services when possible).
   - Stored procedures to truncate import Forms (T and H tables)

Currently all of these things are in our ARSystem DB.  Moving these out
would make the ARSystem DB more portable and "pure."

Jason

On Thu, Sep 6, 2012 at 5:40 PM, Easter, David  wrote:

> **
>
> Just thinking somewhat inside the box – but wouldn’t overlays do the
> majority of this for you?  Any custom objects you create would be well
> known/documented as would any modifications to BMC base objects.  The base
> BMC objects would remain on the system unchanged.  If you really then
> wanted to transfer only your extensions and modifications to a new box,
> you’d just transfer the custom and overlaid objects.
>
> ** **
>
> -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 *Jason Miller
> *Sent:* Wednesday, September 05, 2012 3:33 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Thoughts regarding a separate DB for custom DB objects
>
> ** **
>
> ** 
>
> I would like to get some input on something I have been thinking about
> recently.  I am considering creating a new DB on the same DB server as the
> ARSystem DB.  This DB would be right next to the ARSystem DB but would
> house all of the custom DB work we do.  My thought is to have all custom
> tables, views, stored procedures, functions, etc. in new DB which would
> ideally leave everything in the ARSystem DB created, maintained and
> modified via the AR System API or BMC installers.  Basically I am picturing
> a layer of abstraction or a library of custom objects if you will.  Maybe
> more like a different namespace or data set for those CMDB gurus out there.
> 
>
> ** **
>
> As it is right now in our very customized 7.5 ARS DB all custom tables,
> views, etc. are all intermixed with the ARS maintained objects. We try to
> keep our objects lumped together by naming convention but just when my team
> starts using the same convention a different DBA (for example) comes along
> and uses their favorite convention.  If we all agree to only make changes
> to the custom DB then naming convention is not as important (DBAs usually
> ask which DB do you need something not so much “what is your naming
> convention?”).
>
> ** **
>
> Another considerations is portability of the ARSystem DB.  Right now when
> we refresh our production DB to another environment there are things like
> different linked server references that need to be updated, object owners,
> etc.  All objects in the custom DB would have the same names between
> environments (Dev, QA, Prod).  With all of the custom objects in their own
> DB we can move ARSystem DBs between environments and as long as the custom
> DB is configured correctly for the environment no changes are needed to any
> of ARSystem DB objects.
>
> ** **
>
> Our new “out of the box” ITSM 7.6.04 system does not have any custom DB
> work done yet but I know it is only a matter of time before the need arises
> as we transition between old and new systems.  If there are advantages and
> no major negative results to this architecture I would like to set this up
> while we are still out of the box.
>
> ** **
>
> Can anybody think of any negative (or positive) effects of this approach?
>  I am figuring because it still on the same DB server that there should not
> be mu

Email Engine Hanging

[Leonard Johnson]

hey all,

Every now and then our email engine hangs (hasnt everyone's?).  Starting and 
stopping this will get emails going again but I am wondering if anyone has used 
ProactiveNet or other monitoring to catch this when it happens.
Since the email Engine service is still showing as running, I can't really use 
that for monitoring.  Any idea of what log or method I can use to proactively 
catch this prior to customers calling to say they arent getting their 
notifications?

I haven't dug very deep on this yet but this is always the place I find the 
right answers and putting it out to you all first.

Thanks for any input.

LJ

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Re: Remedy ITSM - Mid Tier Server question

[patchsk]

And also flushing the cahce. When you flush the cache it gets recache from 
both the arservers.

On Friday, September 7, 2012 9:57:51 AM UTC-7, Sanford, Claire wrote:
>
> Finally I have a real "environment".   
>
> Dev -> Test -> Prod 
>
> My question is...  Can I use the same Mid-Tier server for both Dev and 
> Test?  I know that sort of defeats the purpose of having the two separate 
> App environments, but we are looking at hardware/vm space cost etc. 
>
> I would have: 
> 1)Prod - App Server 
> 2)Mid-Tier Server 
>
> 3)Dev App Server 
> 4)Test App Server 
>
> 5)Dev_Test MidTier Server 
>
> A total of 5 servers (not including the Database Servers) 
>
>
> ITSM 7.6.04 SP2 
> ARS 7.6.04 SP3 
> Mid-Tier 7.6.04 SP3 Aug 10th patch. 
> Oracle 11 something 
> Win 2008 Server 
>
> Claire Sanford 
> Information Systems Division 
> Memorial Hermann Healthcare System 
> claire@memorialhermann.org  
>
> ___
>  
>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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>

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Re: Web service source

[Joe Martin D'Souza]

Actually you are right about the plugin not being involved at the time of a 
WSDL creation or modification - nothing gets written to the arjavaplugin log 
during this time and only at the time when a call is made that uses that 
filter.. I should have thought of that..


That was the thing that I wasn't sure of but didn't think of the fact 
nothing gets written to those logs..


I had never checked the arjavaplugin log for entries when a external call 
came in, so that’s good to know it does not go through the plugin.. I 
thought it did..


Thanks for the clarifications..

Joe

-Original Message- 
From: Longwing, LJ CTR MDA/IC
Sent: Friday, September 07, 2012 1:19 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: Web service source

I think Joe's understanding regarding the plugin's role in the process is 
confused.  He states


'Mid-Tier when communication comes in as a web service, and the Mid-tier 
communicates to the AR Server through the Web Server Plugin'


He is correct right up to the point where he states 'through the Web Server 
Plugin'if you take that entire part off, the statement is correctthe 
plugin has NOTHING to do with an external system communicating with a Remedy 
provided WSDL.  Then again where he states


'...Dev Studio or the Remedy Admin Tool, the plugin creates the WSDL'

The plugin is NOT involved in the creation...that's all the Remedy server.

And then one minor correction

'...and saves it on the web server'

The exposed WSDL is stored by the Remedy server in the DB, and the only role 
the Mid-Tier holds in this is that the Remedy server doesn't server up the 
WSDL (that's done by Mid-Tier)...but the WSDL is only cached by the 
Mid-Tier, not truly 'stored' there


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

Sent: Friday, September 07, 2012 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web service source

** LJ, I was about to reply with the same thing but then I realized that I 
was probably reading this with the flow reversed.  Before I hit send I took 
a look at the emails again and deleted the draft.  I think "outgoing" can be 
looked at two different ways and when I reversed my train of thought nothing 
false had been said.


So does "outgoing" mean data going out from Remedy?  Or does "outgoing" mean 
Remedy is going out to get data.  Rick gave all the necessary details I 
think people (like you and me) just read them differently :)



Jason


On Fri, Sep 7, 2012 at 10:02 AM, Longwing, LJ CTR MDA/IC 
 wrote:



Joe,
Sorry, but I think you are wrong here

When Remedy consumes a web service, that is done through the plugin

When someone else consumes a Remedy Web Service, that is done through 
Mid-Tier


Remedy can consume external services without Mid-Tier being in 
existence...and vis versa, Remedy can publish web services without the 
plugin being loaded.



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

Sent: Friday, September 07, 2012 10:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web service source


**

The outgoing traffic you are correct in saying that it goes from the 
Mid-Tier.. the external client communicates with the Mid-Tier when 
communication comes in as a web service, and the Mid-tier communicates to 
the AR Server through the Web Server Plugin..


I think the process of the actual generation of the WSDL however happens on 
the AR Server. At least that is my understanding. When you attempt to create 
a WSDL, using the Web Service creation object from the Dev Studio or the 
Remedy Admin Tool, the plugin creates the WSDL, and using the default web 
server path, connects to the web server, and saves it on the web server..


I may be wrong, but that's my understanding, so if I am wrong, please 
someone correct me..


Joe


From: Rick Cook 

Sent: Wednesday, September 05, 2012 3:08 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Web service source

**

We are in the process of setting up a connection between our Remedy system 
and an external system.  As part of our network/port validation, we need to 
know whether the outgoing traffic for a published web service (one that is 
consumed by the external system) is taken from the mid-tier server or the AR 
server.


I contend that it is the mid-tier server, because that is where the WSDL is 
generated.  My boss disagrees.  Can you settle this for us?  I've looked in 
the docs, but didn't really see anything.


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


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Re: Web service source

[patchsk]

Loadbalancer infront of remedy webservers(midtier):
   External system connects to loadbalancer IP. 
   Loadbalancer gets the traffic from external system. Replaces the 
 external systems IP address with loadbalancer IP and forwards it to remedy 
webserver. 
   Webserver talks to arserver and sends the request. 
   ARServer process the request and sends the results to webserver.
   Webserver will send it to loadbalancer.
   Loadbalancer replaces the sourceIP(remedy webservers IP) to 
loadbalancers IP and sends it to external system.
 In this scenario external system knows only about load balancer IP. It 
does not know about remedy webserver or arserver. 
Since the external system sends data to loadbalancer IP, it can only 
receive results from the same IP.

So the communication is between:
   1) External system and loadbalancerIP bidirectional.
   2) Loadbalancer IP and remedy webserver bidirectional.
   3) Remedy webserver and ARServer bidirectional.

On Friday, September 7, 2012 9:40:33 AM UTC-7, Rick Cook wrote:
>
> ** 
> What about the Load Balancer?  Does that have to be part of any network 
> traffic coming in from the outside, or should the call come directly to the 
> mid-tier server?
>  
> Rick
> On Wed, Sep 5, 2012 at 5:04 PM, Jose Manuel Huerta Guillén <
> ars...@theremedyforit.com > wrote:
>
>> ** 
>> The case you are asking for is, like everybody said, through the 
>> mid-tier. To prove it to your boss, go to the published web service at the 
>> developer. See the WSDL address. You'll see that the URL is the mid-tier. 
>> Also if you download the WSDL and see the connection addresses, you'll see 
>> that they're also mid-tier addresses.
>>
>> It doesn't matter if the client consuming the web service is HP, Remedy 
>> or a custom application. If it connects through a web service, then it uses 
>> the mid-tier.
>>
>> Regards,
>>
>> Jose Manuel Huerta 
>> http://theremedyforit.com/ 
>>
>>
>>
>>
>> On Wed, Sep 5, 2012 at 9:50 PM, Rick Cook 
>> > wrote:
>>
>>> ** 
>>>  LJ, the external system is not a Remedy system - it is HP.
>>>  
>>> Rick
>>>
>>>  On Wed, Sep 5, 2012 at 3:43 PM, Longwing, LJ CTR MDA/IC <
>>> lj.long...@mda.mil > wrote:
>>>
 Agreed, if Remedy is publishing the web service, then Mid-Tier is the 
 'source' of the traffic for the external system.but your boss is right 
 when Remedy is the consumer because that is done via WebService plugin on 
 the Remedy server.

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 ars...@arslist.org ] On Behalf Of Rick Cook
 Sent: Wednesday, September 05, 2012 1:08 PM
 To: ars...@arslist.org 
 Subject: Web service source

 **

 We are in the process of setting up a connection between our Remedy 
 system and an external system.  As part of our network/port validation, we 
 need to know whether the outgoing traffic for a published web service (one 
 that is consumed by the external system) is taken from the mid-tier server 
 or the AR server.

 I contend that it is the mid-tier server, because that is where the 
 WSDL is generated.  My boss disagrees.  Can you settle this for us?  I've 
 looked in the docs, but didn't really see anything.

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

  
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>>>
>>> _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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Re: Web service source

[Jason Miller]

Ok, nothing false except for those things :)

On Fri, Sep 7, 2012 at 10:19 AM, Longwing, LJ CTR MDA/IC <
lj.longwing@mda.mil> wrote:

> I think Joe's understanding regarding the plugin's role in the process is
> confused.  He states
>
> 'Mid-Tier when communication comes in as a web service, and the Mid-tier
> communicates to the AR Server through the Web Server Plugin'
>
> He is correct right up to the point where he states 'through the Web
> Server Plugin'if you take that entire part off, the statement is
> correctthe plugin has NOTHING to do with an external system
> communicating with a Remedy provided WSDL.  Then again where he states
>
> '...Dev Studio or the Remedy Admin Tool, the plugin creates the WSDL'
>
> The plugin is NOT involved in the creation...that's all the Remedy server.
>
> And then one minor correction
>
> '...and saves it on the web server'
>
> The exposed WSDL is stored by the Remedy server in the DB, and the only
> role the Mid-Tier holds in this is that the Remedy server doesn't server up
> the WSDL (that's done by Mid-Tier)...but the WSDL is only cached by the
> Mid-Tier, not truly 'stored' there
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Jason Miller
> Sent: Friday, September 07, 2012 11:10 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Web service source
>
> ** LJ, I was about to reply with the same thing but then I realized that I
> was probably reading this with the flow reversed.  Before I hit send I took
> a look at the emails again and deleted the draft.  I think "outgoing" can
> be looked at two different ways and when I reversed my train of thought
> nothing false had been said.
>
> So does "outgoing" mean data going out from Remedy?  Or does "outgoing"
> mean Remedy is going out to get data.  Rick gave all the necessary details
> I think people (like you and me) just read them differently :)
>
>
> Jason
>
>
> On Fri, Sep 7, 2012 at 10:02 AM, Longwing, LJ CTR MDA/IC <
> lj.longwing@mda.mil> wrote:
>
>
> Joe,
> Sorry, but I think you are wrong here
>
> When Remedy consumes a web service, that is done through the plugin
>
> When someone else consumes a Remedy Web Service, that is done
> through Mid-Tier
>
> Remedy can consume external services without Mid-Tier being in
> existence...and vis versa, Remedy can publish web services without the
> plugin being loaded.
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> Sent: Friday, September 07, 2012 10:53 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Web service source
>
>
> **
>
> The outgoing traffic you are correct in saying that it goes from
> the Mid-Tier.. the external client communicates with the Mid-Tier when
> communication comes in as a web service, and the Mid-tier communicates to
> the AR Server through the Web Server Plugin..
>
> I think the process of the actual generation of the WSDL however
> happens on the AR Server. At least that is my understanding. When you
> attempt to create a WSDL, using the Web Service creation object from the
> Dev Studio or the Remedy Admin Tool, the plugin creates the WSDL, and using
> the default web server path, connects to the web server, and saves it on
> the web server..
>
> I may be wrong, but that's my understanding, so if I am wrong,
> please someone correct me..
>
> Joe
>
>
> From: Rick Cook 
>
> Sent: Wednesday, September 05, 2012 3:08 PM
> Newsgroups: public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG
> Subject: Web service source
>
> **
>
> We are in the process of setting up a connection between our
> Remedy system and an external system.  As part of our network/port
> validation, we need to know whether the outgoing traffic for a published
> web service (one that is consumed by the external system) is taken from the
> mid-tier server or the AR server.
>
> I contend that it is the mid-tier server, because that is where
> the WSDL is generated.  My boss disagrees.  Can you settle this for us?
>  I've looked in the docs, but didn't really see anything.
>
> Rick Cook
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
> ___
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>
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
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>

Re: Web service source

[Joe Martin D'Souza]

Yes but the traffic itself, is outgoing from the Mid-Tier so connection / 
network / port validations are all done as if the Mid-Tier was doing all the 
work.. Technically the network engineer does not even need to know about the AR 
Server or the Web Service plugin.. Rick was asking about a published web 
service.. So it’s a external system consuming the Remedy web service case..

When Remedy consumes, you are right, it’s the filter that calls the web service 
which connects to the plugin. You are right in that when Remedy consumes, the 
Mid-tier is not touched at all.. All the consumption logs are found in the 
arjavaplugin logs that are written after the plugin processes the call.. 
Nothing is seen on the mid-tier logs..

Sorry I wasn’t clear about what system is the consumer earlier..

To answer Jason I assumed (I think correctly) Rick meant outgoing application 
data queried from Remedy..

Joe

From: Jason Miller 
Sent: Friday, September 07, 2012 1:10 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Web service source

** LJ, I was about to reply with the same thing but then I realized that I was 
probably reading this with the flow reversed.  Before I hit send I took a look 
at the emails again and deleted the draft.  I think "outgoing" can be looked at 
two different ways and when I reversed my train of thought nothing false had 
been said. 

So does "outgoing" mean data going out from Remedy?  Or does "outgoing" mean 
Remedy is going out to get data.  Rick gave all the necessary details I think 
people (like you and me) just read them differently :)


Jason


On Fri, Sep 7, 2012 at 10:02 AM, Longwing, LJ CTR MDA/IC 
 wrote:

  Joe,
  Sorry, but I think you are wrong here

  When Remedy consumes a web service, that is done through the plugin

  When someone else consumes a Remedy Web Service, that is done through Mid-Tier

  Remedy can consume external services without Mid-Tier being in 
existence...and vis versa, Remedy can publish web services without the plugin 
being loaded.


  -Original Message-
  From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
  Sent: Friday, September 07, 2012 10:53 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Web service source


  **

  The outgoing traffic you are correct in saying that it goes from the 
Mid-Tier.. the external client communicates with the Mid-Tier when 
communication comes in as a web service, and the Mid-tier communicates to the 
AR Server through the Web Server Plugin..

  I think the process of the actual generation of the WSDL however happens on 
the AR Server. At least that is my understanding. When you attempt to create a 
WSDL, using the Web Service creation object from the Dev Studio or the Remedy 
Admin Tool, the plugin creates the WSDL, and using the default web server path, 
connects to the web server, and saves it on the web server..

  I may be wrong, but that’s my understanding, so if I am wrong, please someone 
correct me..

  Joe


  From: Rick Cook 

  Sent: Wednesday, September 05, 2012 3:08 PM
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG
  Subject: Web service source

  **

  We are in the process of setting up a connection between our Remedy system 
and an external system.  As part of our network/port validation, we need to 
know whether the outgoing traffic for a published web service (one that is 
consumed by the external system) is taken from the mid-tier server or the AR 
server.

  I contend that it is the mid-tier server, because that is where the WSDL is 
generated.  My boss disagrees.  Can you settle this for us?  I've looked in the 
docs, but didn't really see anything.

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


  
___
  UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: Web service source

[Longwing, LJ CTR MDA/IC]

I think Joe's understanding regarding the plugin's role in the process is 
confused.  He states

'Mid-Tier when communication comes in as a web service, and the Mid-tier 
communicates to the AR Server through the Web Server Plugin'

He is correct right up to the point where he states 'through the Web Server 
Plugin'if you take that entire part off, the statement is correctthe 
plugin has NOTHING to do with an external system communicating with a Remedy 
provided WSDL.  Then again where he states

'...Dev Studio or the Remedy Admin Tool, the plugin creates the WSDL'

The plugin is NOT involved in the creation...that's all the Remedy server.

And then one minor correction

'...and saves it on the web server'

The exposed WSDL is stored by the Remedy server in the DB, and the only role 
the Mid-Tier holds in this is that the Remedy server doesn't server up the WSDL 
(that's done by Mid-Tier)...but the WSDL is only cached by the Mid-Tier, not 
truly 'stored' there

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, September 07, 2012 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web service source

** LJ, I was about to reply with the same thing but then I realized that I was 
probably reading this with the flow reversed.  Before I hit send I took a look 
at the emails again and deleted the draft.  I think "outgoing" can be looked at 
two different ways and when I reversed my train of thought nothing false had 
been said.

So does "outgoing" mean data going out from Remedy?  Or does "outgoing" mean 
Remedy is going out to get data.  Rick gave all the necessary details I think 
people (like you and me) just read them differently :)


Jason


On Fri, Sep 7, 2012 at 10:02 AM, Longwing, LJ CTR MDA/IC 
 wrote:


Joe,
Sorry, but I think you are wrong here

When Remedy consumes a web service, that is done through the plugin

When someone else consumes a Remedy Web Service, that is done through 
Mid-Tier

Remedy can consume external services without Mid-Tier being in 
existence...and vis versa, Remedy can publish web services without the plugin 
being loaded.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, September 07, 2012 10:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web service source


**

The outgoing traffic you are correct in saying that it goes from the 
Mid-Tier.. the external client communicates with the Mid-Tier when 
communication comes in as a web service, and the Mid-tier communicates to the 
AR Server through the Web Server Plugin..

I think the process of the actual generation of the WSDL however 
happens on the AR Server. At least that is my understanding. When you attempt 
to create a WSDL, using the Web Service creation object from the Dev Studio or 
the Remedy Admin Tool, the plugin creates the WSDL, and using the default web 
server path, connects to the web server, and saves it on the web server..

I may be wrong, but that's my understanding, so if I am wrong, please 
someone correct me..

Joe


From: Rick Cook 

Sent: Wednesday, September 05, 2012 3:08 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Web service source

**

We are in the process of setting up a connection between our Remedy 
system and an external system.  As part of our network/port validation, we need 
to know whether the outgoing traffic for a published web service (one that is 
consumed by the external system) is taken from the mid-tier server or the AR 
server.

I contend that it is the mid-tier server, because that is where the 
WSDL is generated.  My boss disagrees.  Can you settle this for us?  I've 
looked in the docs, but didn't really see anything.

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



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Re: Web service source

[Jason Miller]

LJ, I was about to reply with the same thing but then I realized that I was
probably reading this with the flow reversed.  Before I hit send I took a
look at the emails again and deleted the draft.  I think "outgoing" can be
looked at two different ways and when I reversed my train of thought
nothing false had been said.

So does "outgoing" mean data going out from Remedy?  Or does "outgoing"
mean Remedy is going out to get data.  Rick gave all the necessary details
I think people (like you and me) just read them differently :)

Jason

On Fri, Sep 7, 2012 at 10:02 AM, Longwing, LJ CTR MDA/IC <
lj.longwing@mda.mil> wrote:

> Joe,
> Sorry, but I think you are wrong here
>
> When Remedy consumes a web service, that is done through the plugin
>
> When someone else consumes a Remedy Web Service, that is done through
> Mid-Tier
>
> Remedy can consume external services without Mid-Tier being in
> existence...and vis versa, Remedy can publish web services without the
> plugin being loaded.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> Sent: Friday, September 07, 2012 10:53 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Web service source
>
> **
>
> The outgoing traffic you are correct in saying that it goes from the
> Mid-Tier.. the external client communicates with the Mid-Tier when
> communication comes in as a web service, and the Mid-tier communicates to
> the AR Server through the Web Server Plugin..
>
> I think the process of the actual generation of the WSDL however happens
> on the AR Server. At least that is my understanding. When you attempt to
> create a WSDL, using the Web Service creation object from the Dev Studio or
> the Remedy Admin Tool, the plugin creates the WSDL, and using the default
> web server path, connects to the web server, and saves it on the web
> server..
>
> I may be wrong, but that’s my understanding, so if I am wrong, please
> someone correct me..
>
> Joe
>
> From: Rick Cook 
> Sent: Wednesday, September 05, 2012 3:08 PM
> Newsgroups: public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG
> Subject: Web service source
>
> **
>
> We are in the process of setting up a connection between our Remedy system
> and an external system.  As part of our network/port validation, we need to
> know whether the outgoing traffic for a published web service (one that is
> consumed by the external system) is taken from the mid-tier server or the
> AR server.
>
> I contend that it is the mid-tier server, because that is where the WSDL
> is generated.  My boss disagrees.  Can you settle this for us?  I've looked
> in the docs, but didn't really see anything.
>
> Rick Cook
> _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"
>

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Re: Web service source

[Longwing, LJ CTR MDA/IC]

Joe,
Sorry, but I think you are wrong here

When Remedy consumes a web service, that is done through the plugin

When someone else consumes a Remedy Web Service, that is done through Mid-Tier

Remedy can consume external services without Mid-Tier being in existence...and 
vis versa, Remedy can publish web services without the plugin being loaded.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, September 07, 2012 10:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web service source

** 
 
The outgoing traffic you are correct in saying that it goes from the Mid-Tier.. 
the external client communicates with the Mid-Tier when communication comes in 
as a web service, and the Mid-tier communicates to the AR Server through the 
Web Server Plugin..
 
I think the process of the actual generation of the WSDL however happens on the 
AR Server. At least that is my understanding. When you attempt to create a 
WSDL, using the Web Service creation object from the Dev Studio or the Remedy 
Admin Tool, the plugin creates the WSDL, and using the default web server path, 
connects to the web server, and saves it on the web server..
 
I may be wrong, but that’s my understanding, so if I am wrong, please someone 
correct me..
 
Joe
 
From: Rick Cook   
Sent: Wednesday, September 05, 2012 3:08 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Web service source
 
** 

We are in the process of setting up a connection between our Remedy system and 
an external system.  As part of our network/port validation, we need to know 
whether the outgoing traffic for a published web service (one that is consumed 
by the external system) is taken from the mid-tier server or the AR server.

I contend that it is the mid-tier server, because that is where the WSDL is 
generated.  My boss disagrees.  Can you settle this for us?  I've looked in the 
docs, but didn't really see anything.
 
Rick Cook
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 

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Re: Remedy ITSM - Mid Tier Server question

[Rick Cook]

Sure.  Just set up both AR servers on your mid-tier Configuration page.
And pay close attention to which one you're accessing, because links for
both will appear on that home page.

Rick
On Fri, Sep 7, 2012 at 12:57 PM, Sanford, Claire <
claire.sanf...@memorialhermann.org> wrote:

> Finally I have a real "environment".
>
> Dev -> Test -> Prod
>
> My question is...  Can I use the same Mid-Tier server for both Dev and
> Test?  I know that sort of defeats the purpose of having the two separate
> App environments, but we are looking at hardware/vm space cost etc.
>
> I would have:
> 1)Prod - App Server
> 2)Mid-Tier Server
>
> 3)Dev App Server
> 4)Test App Server
>
> 5)Dev_Test MidTier Server
>
> A total of 5 servers (not including the Database Servers)
>
>
> ITSM 7.6.04 SP2
> ARS 7.6.04 SP3
> Mid-Tier 7.6.04 SP3 Aug 10th patch.
> Oracle 11 something
> Win 2008 Server
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> claire.sanf...@memorialhermann.org
>
>
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Re: EXTERNAL in Filter Run-If

[Longwing, LJ CTR MDA/IC]

Don't get me wrong Jose...I agree with you :)  The 'rules' regarding what 
requires a change request vs what doesn't are completely arbitrary.  Changing 
Remedy code can be just as impacting as changing Remedy data depending on the 
data...nothing is quite black and white, but the rules don't like to take 
'grey' into account.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
Sent: Friday, September 07, 2012 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

That argument is completely false under my point of view. It doesn't matter if 
you are changing the data field where the external is to be executed or say 
that a change in workflow is just changing db data.

Using the same rationale, a java code change is just about changing a text 
file. The same applies to the configuration files of a server.

The change is more related with risk than with the container of the code.


Jose Huerta
theremedyforit.com

El 07/09/2012, a las 17:23, "Longwing, LJ CTR MDA/IC"  
escribió:

> I have also used the argument that Remedy code is actually nothing 
> more than DB dataso a Remedy code change isn't actually code, so 
> can be done in the middle of a business day if needed, thus not 
> actually violating SOXit depends on the mood of your manager as to 
> if that argument will work or not :)
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
> Sent: Friday, September 07, 2012 9:16 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
> 
> I could see that ;>)
> 
> Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP 
> Remedy Team |  Avaya Client Services  |
> |  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA  
> | 30009
> | | 678-421-5342
> 
> Everyone needs deadlines.  Even the beavers. They loaf around all 
> summer, but when they are faced with the winter deadline, they work 
> like fury. If we didn’t have deadlines, we’d stagnate.  Walt Disney
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
> Sent: Friday, September 07, 2012 11:10 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
> 
> Paul,
> I once built a system that was so data driven that we virtually never needed 
> to modify code on, and it became to the point where they started designating 
> which of our data changes required change tickets because some of them were 
> so powerful that they could 'take the system down'.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
> Sent: Friday, September 07, 2012 8:56 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
> 
> We use External for Table field and Set Field criteria for lookup of data 
> where the Business processes tend to change a good bit, but I can see several 
> places where I could see using it in a Run-If as well. A well tested data 
> change is easier to implement than a code change at my company since we don't 
> have to adhere to an IT change windows to make a data change.
> 
> Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP 
> Remedy Team |  Avaya Client Services  |
> |  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA  
> | 30009
> | | 678-421-5342
> 
> Everyone needs deadlines.  Even the beavers. They loaf around all 
> summer, but when they are faced with the winter deadline, they work 
> like fury. If we didn’t have deadlines, we’d stagnate.  Walt Disney
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Friday, September 07, 2012 8:20 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
> 
> Hi,
> 
> That is definitely a good use for it.
> 
>Best Regards - Misi, RRR AB, http://rrr.se
> 
>> I agree that you must avoid EXTERNAL.
>> 
>> I only use it at filters when adding some configurable business rule 
>> and I want to give complete freedom to the user to define when to 
>> execute the rule. For instance we have a priority control at HPD:Help 
>> Desk. Check if the incidence agrees with some conditions and limits 
>> impact and urgency accordingly. At this case I added the EXTERNAL.
>> 
>> 
>> 
>> 
>> Jose Manuel Huerta
>> http://theremedyforit.com/
>> 
>> 
>> 
>> 
>> On Fri, Sep 7, 2012 at 7:02 AM, Misi Mladoniczky  wrote:
>> 
>>> EXTERNAL() is r
>> 
>> _
>> _ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
>> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>> 
> 
> __

Remedy ITSM - Mid Tier Server question

[Sanford, Claire]

Finally I have a real "environment".  

Dev -> Test -> Prod

My question is...  Can I use the same Mid-Tier server for both Dev and Test?  I 
know that sort of defeats the purpose of having the two separate App 
environments, but we are looking at hardware/vm space cost etc.

I would have:
1)Prod - App Server
2)Mid-Tier Server

3)Dev App Server
4)Test App Server

5)Dev_Test MidTier Server

A total of 5 servers (not including the Database Servers)


ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Mid-Tier 7.6.04 SP3 Aug 10th patch.
Oracle 11 something
Win 2008 Server

Claire Sanford 
Information Systems Division 
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org 

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Re: Web service source

[Joe Martin D'Souza]

The outgoing traffic you are correct in saying that it goes from the Mid-Tier.. 
the external client communicates with the Mid-Tier when communication comes in 
as a web service, and the Mid-tier communicates to the AR Server through the 
Web Server Plugin..

I think the process of the actual generation of the WSDL however happens on the 
AR Server. At least that is my understanding. When you attempt to create a 
WSDL, using the Web Service creation object from the Dev Studio or the Remedy 
Admin Tool, the plugin creates the WSDL, and using the default web server path, 
connects to the web server, and saves it on the web server..

I may be wrong, but that’s my understanding, so if I am wrong, please someone 
correct me..

Joe

From: Rick Cook 
Sent: Wednesday, September 05, 2012 3:08 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Web service source

** 
We are in the process of setting up a connection between our Remedy system and 
an external system.  As part of our network/port validation, we need to know 
whether the outgoing traffic for a published web service (one that is consumed 
by the external system) is taken from the mid-tier server or the AR server.

I contend that it is the mid-tier server, because that is where the WSDL is 
generated.  My boss disagrees.  Can you settle this for us?  I've looked in the 
docs, but didn't really see anything.

Rick Cook

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Re: EXTERNAL in Filter Run-If

[Jose Huerta]

That argument is completely false under my point of view. It doesn't matter if 
you are changing the data field where the external is to be executed or say 
that a change in workflow is just changing db data.

Using the same rationale, a java code change is just about changing a text 
file. The same applies to the configuration files of a server.

The change is more related with risk than with the container of the code.


Jose Huerta
theremedyforit.com

El 07/09/2012, a las 17:23, "Longwing, LJ CTR MDA/IC"  
escribió:

> I have also used the argument that Remedy code is actually nothing more than 
> DB dataso a Remedy code change isn't actually code, so can be done in the 
> middle of a business day if needed, thus not actually violating SOXit 
> depends on the mood of your manager as to if that argument will work or not :)
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
> Sent: Friday, September 07, 2012 9:16 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
> 
> I could see that ;>)
> 
> Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP Remedy 
> Team |  Avaya Client Services  |  
> |  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA  30009  
> | | 678-421-5342
> 
> Everyone needs deadlines.  Even the beavers. They loaf around all summer, but 
> when they are faced with the winter deadline, they work like fury. If we 
> didn’t have deadlines, we’d stagnate.  Walt Disney
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
> Sent: Friday, September 07, 2012 11:10 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
> 
> Paul,
> I once built a system that was so data driven that we virtually never needed 
> to modify code on, and it became to the point where they started designating 
> which of our data changes required change tickets because some of them were 
> so powerful that they could 'take the system down'.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
> Sent: Friday, September 07, 2012 8:56 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
> 
> We use External for Table field and Set Field criteria for lookup of data 
> where the Business processes tend to change a good bit, but I can see several 
> places where I could see using it in a Run-If as well. A well tested data 
> change is easier to implement than a code change at my company since we don't 
> have to adhere to an IT change windows to make a data change.
> 
> Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP Remedy 
> Team |  Avaya Client Services  |  
> |  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA  30009
> | | 678-421-5342
> 
> Everyone needs deadlines.  Even the beavers. They loaf around all summer, but 
> when they are faced with the winter deadline, they work like fury. If we 
> didn’t have deadlines, we’d stagnate.  Walt Disney
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Friday, September 07, 2012 8:20 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
> 
> Hi,
> 
> That is definitely a good use for it.
> 
>Best Regards - Misi, RRR AB, http://rrr.se
> 
>> I agree that you must avoid EXTERNAL.
>> 
>> I only use it at filters when adding some configurable business rule 
>> and I want to give complete freedom to the user to define when to 
>> execute the rule. For instance we have a priority control at HPD:Help 
>> Desk. Check if the incidence agrees with some conditions and limits 
>> impact and urgency accordingly. At this case I added the EXTERNAL.
>> 
>> 
>> 
>> 
>> Jose Manuel Huerta
>> http://theremedyforit.com/
>> 
>> 
>> 
>> 
>> On Fri, Sep 7, 2012 at 7:02 AM, Misi Mladoniczky  wrote:
>> 
>>> EXTERNAL() is r
>> 
>> __
>> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
>> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>> 
> 
> ___
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> 
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Re: Web service source

[Longwing, LJ CTR MDA/IC]

That entirely depends on if you want their connection to be balanced or not :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Friday, September 07, 2012 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web service source

** 
What about the Load Balancer?  Does that have to be part of any network traffic 
coming in from the outside, or should the call come directly to the mid-tier 
server?
 
Rick

On Wed, Sep 5, 2012 at 5:04 PM, Jose Manuel Huerta Guillén 
 wrote:


** 
The case you are asking for is, like everybody said, through the 
mid-tier. To prove it to your boss, go to the published web service at the 
developer. See the WSDL address. You'll see that the URL is the mid-tier. Also 
if you download the WSDL and see the connection addresses, you'll see that 
they're also mid-tier addresses.

It doesn't matter if the client consuming the web service is HP, Remedy 
or a custom application. If it connects through a web service, then it uses the 
mid-tier.

Regards,

Jose Manuel Huerta 
http://theremedyforit.com/ 




On Wed, Sep 5, 2012 at 9:50 PM, Rick Cook  wrote:


** 
LJ, the external system is not a Remedy system - it is HP.

 
Rick


On Wed, Sep 5, 2012 at 3:43 PM, Longwing, LJ CTR MDA/IC 
 wrote:


Agreed, if Remedy is publishing the web service, then 
Mid-Tier is the 'source' of the traffic for the external system.but your 
boss is right when Remedy is the consumer because that is done via WebService 
plugin on the Remedy server.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, September 05, 2012 1:08 PM
To: arslist@ARSLIST.ORG
Subject: Web service source

**


We are in the process of setting up a connection 
between our Remedy system and an external system.  As part of our network/port 
validation, we need to know whether the outgoing traffic for a published web 
service (one that is consumed by the external system) is taken from the 
mid-tier server or the AR server.

I contend that it is the mid-tier server, because that 
is where the WSDL is generated.  My boss disagrees.  Can you settle this for 
us?  I've looked in the docs, but didn't really see anything.

Rick Cook

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



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Re: Web service source

[Rick Cook]

What about the Load Balancer?  Does that have to be part of any network
traffic coming in from the outside, or should the call come directly to the
mid-tier server?

Rick
On Wed, Sep 5, 2012 at 5:04 PM, Jose Manuel Huerta Guillén <
arsl...@theremedyforit.com> wrote:

> **
> The case you are asking for is, like everybody said, through the mid-tier.
> To prove it to your boss, go to the published web service at the developer.
> See the WSDL address. You'll see that the URL is the mid-tier. Also if you
> download the WSDL and see the connection addresses, you'll see that they're
> also mid-tier addresses.
>
> It doesn't matter if the client consuming the web service is HP, Remedy or
> a custom application. If it connects through a web service, then it uses
> the mid-tier.
>
> Regards,
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>
>
> On Wed, Sep 5, 2012 at 9:50 PM, Rick Cook  wrote:
>
>> **
>>  LJ, the external system is not a Remedy system - it is HP.
>>
>> Rick
>>
>>  On Wed, Sep 5, 2012 at 3:43 PM, Longwing, LJ CTR MDA/IC <
>> lj.longwing@mda.mil> wrote:
>>
>>> Agreed, if Remedy is publishing the web service, then Mid-Tier is the
>>> 'source' of the traffic for the external system.but your boss is right
>>> when Remedy is the consumer because that is done via WebService plugin on
>>> the Remedy server.
>>>
>>> -Original Message-
>>> From: Action Request System discussion list(ARSList) [mailto:
>>> arslist@ARSLIST.ORG] On Behalf Of Rick Cook
>>> Sent: Wednesday, September 05, 2012 1:08 PM
>>> To: arslist@ARSLIST.ORG
>>> Subject: Web service source
>>>
>>> **
>>>
>>> We are in the process of setting up a connection between our Remedy
>>> system and an external system.  As part of our network/port validation, we
>>> need to know whether the outgoing traffic for a published web service (one
>>> that is consumed by the external system) is taken from the mid-tier server
>>> or the AR server.
>>>
>>> I contend that it is the mid-tier server, because that is where the WSDL
>>> is generated.  My boss disagrees.  Can you settle this for us?  I've looked
>>> in the docs, but didn't really see anything.
>>>
>>> Rick Cook
>>>  _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"
>>>
>>
>> _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: Oracle vs. SQL

[Joe Martin D'Souza]

What you probably mean is that it takes more than a few points and clicks to do 
majority of the maintenance in Oracle while in MS-SQL, much of the work can 
easily be done with a few points and clicks.. MS-SQL does have a more user 
friendly GUI interfaces, which is possible to maintain without the need of a 
full time DBA. So if you want to get rid of your dependence on a DBA, MS-SQL 
may be a good way to go. This DB has got fairly robust over time. A little less 
than 10 years ago, I wouldn’t be saying the same thing..

Oracle however is one of the best DB’s that is capable of handling larger data 
volumes more efficiently. Yes it has its drawbacks with case sensitivity, but 
if that is not a major concern (because of the way your foundation data might 
be set up), then it is undoubtedly a better DB with slightly higher maintenance 
costs as it may require the need for a full time DBA if your Remedy Admins or 
developers do not have those skills..

Joe

From: Jose Manuel Huerta Guillén 
Sent: Wednesday, September 05, 2012 5:18 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Oracle vs. SQL

** 
After dealing with MS SQL and Oracle, I can see two differences:
- MS SQL case insensitive is easier to achieve.
- Oracle admins are usually more "professionals" than MS SQL ones. This is not 
a fact, but a probability I found at my experience.

What it isn't true is that case insensitive can only be achieved in MS SQL. I 
have an Oracle RAC configured for case insensitive and it performs perfectly. 

So, at the end, it is more about organization culture and religion than a 
technical decision.

IMHO, I would choose MS SQL because the licensing cost. Invest the saved 
license cost in hardware and admin, and the result would be better.

Finally the decision between enterprise and standard depends on the size of 
your ARS system. Normally the standard edition can fit for hundreds of users. 
But It would depend on the use that those users made on the database, and if 
the database server is to be shared with other applications. Also it's 
important your DBA opinion, since the enterprise edition has some features not 
available at the standard like increased management or BI options

Regards,

Jose Manuel Huerta 
http://theremedyforit.com/ 





On Wed, Sep 5, 2012 at 11:06 PM, Thad Esser  wrote:

  s me as funny criteria for determining which database to use, but I gues

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Re: FRIDAY Community Love? BMC Remedy++

[Longwing, LJ CTR MDA/IC]

Speaking about WWRUG and ARSList Topics,

Today is the last day to vote for your favorite MVP and any other topics on the 
plate this year, please ensure that if you haven't already voted, that you go 
out and do that today.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair
Sent: Friday, September 07, 2012 9:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: FRIDAY Community Love? BMC Remedy++

** 
Gang,

PLEASE don't spend all day telling us that you tweeted and re-tweeted and cross 
posted and echoed and otherwise endorsed each other. It adds nothing 
substantial to the conversation.

If it's relevant to ARSLIST topics (AR System, BMC, ITSM, integrations, WWRUG, 
etc), please continue to talk about it.

If it's promoting activity in other forums or websites, please leave the 
discussion there.

Thanks,



Doug

--
Doug Blair
d...@blairing.com
+1 224-558-5462

200 North Arlington Heights Road
Arlington Heights, Illinois 60004



ITILv3 

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Re: FRIDAY Community Love? BMC Remedy++

[Doug Blair]

**
Gang,PLEASE don't spend all day telling us that you tweeted and re-tweeted and cross posted and echoed and otherwise endorsed each other. It adds nothing substantial to the conversation.If it's relevant to ARSLIST topics (AR System, BMC, ITSM, integrations, WWRUG, etc), please continue to talk about it.If it's promoting activity in other forums or websites, please leave the discussion there.Thanks,Doug--Doug Blaird...@blairing.com+1 224-558-5462200 North Arlington Heights RoadArlington Heights, Illinois 60004ITILv3

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Re: Wrong infomation displayed in the colums

[Sanford, Claire]

This is a sad side effect of using a windows only tool.  It does not play 
nicely.

My users hate that they have to clear their cache several times a week...  
partly because Remedy holds so many screens in the temp files.

Only way to clear some things is to clear the cache.  You may have to have 
something put in the login script for your company that clears the cache when 
they log into IE.  We did that with one team and things are great for them now.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sam Anderson
Sent: Friday, September 07, 2012 10:14 AM
To: arslist@ARSLIST.ORG
Subject: Wrong infomation displayed in the colums

**

Hi All,

Please provide your suggestion on the below issue.

Details of the issue:We seem to be experiencing issues where first names 
showing in "last name" column, surnames showing in "country" column and what 
seems to be the site info is showing in the "last modified date" column, this 
often happens after changes are made to Remedy and usually are resolved by 
clearing the IE cache but not all of our used have access to do this.

Also we are seeing issues where the "overview console" screen shows calls that 
we know to have been reassigned but they do not leave the screen even when you 
manually refresh the page, this causes issues where a member of staff attempts 
to open a call then gets the call below open as the screen hasn't refreshed, 
the only way to get around this is to log out and back in again.

Browser : IE8 & Firefox
ITSM : 7.6.3

--
Thanks & Regards
Sam
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Re: EXTERNAL in Filter Run-If

[Longwing, LJ CTR MDA/IC]

I have also used the argument that Remedy code is actually nothing more than DB 
dataso a Remedy code change isn't actually code, so can be done in the 
middle of a business day if needed, thus not actually violating SOXit 
depends on the mood of your manager as to if that argument will work or not :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Friday, September 07, 2012 9:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

I could see that ;>)

Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP Remedy 
Team |  Avaya Client Services  |  
|  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA  30009  
| | 678-421-5342

Everyone needs deadlines.  Even the beavers. They loaf around all summer, but 
when they are faced with the winter deadline, they work like fury. If we didn’t 
have deadlines, we’d stagnate.  Walt Disney


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, September 07, 2012 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

Paul,
I once built a system that was so data driven that we virtually never needed to 
modify code on, and it became to the point where they started designating which 
of our data changes required change tickets because some of them were so 
powerful that they could 'take the system down'.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Friday, September 07, 2012 8:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

We use External for Table field and Set Field criteria for lookup of data where 
the Business processes tend to change a good bit, but I can see several places 
where I could see using it in a Run-If as well. A well tested data change is 
easier to implement than a code change at my company since we don't have to 
adhere to an IT change windows to make a data change.

Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP Remedy 
Team |  Avaya Client Services  |  
|  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA  30009
| | 678-421-5342

Everyone needs deadlines.  Even the beavers. They loaf around all summer, but 
when they are faced with the winter deadline, they work like fury. If we didn’t 
have deadlines, we’d stagnate.  Walt Disney

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Friday, September 07, 2012 8:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

Hi,

That is definitely a good use for it.

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

> I agree that you must avoid EXTERNAL.
>
> I only use it at filters when adding some configurable business rule 
> and I want to give complete freedom to the user to define when to 
> execute the rule. For instance we have a priority control at HPD:Help 
> Desk. Check if the incidence agrees with some conditions and limits 
> impact and urgency accordingly. At this case I added the EXTERNAL.
>
>
>
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>
>
> On Fri, Sep 7, 2012 at 7:02 AM, Misi Mladoniczky  wrote:
>
>> EXTERNAL() is r
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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Re: EXTERNAL in Filter Run-If

[Campbell, Paul (Paul)]

I could see that ;>)

Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP Remedy 
Team |  Avaya Client Services  |  
|  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA  30009  | 
678-421-5342

Everyone needs deadlines.  Even the beavers. They loaf around all summer, but 
when they are faced with the winter deadline, they work like fury. If we didn’t 
have deadlines, we’d stagnate.  Walt Disney


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, September 07, 2012 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

Paul,
I once built a system that was so data driven that we virtually never needed to 
modify code on, and it became to the point where they started designating which 
of our data changes required change tickets because some of them were so 
powerful that they could 'take the system down'.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Friday, September 07, 2012 8:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

We use External for Table field and Set Field criteria for lookup of data where 
the Business processes tend to change a good bit, but I can see several places 
where I could see using it in a Run-If as well. A well tested data change is 
easier to implement than a code change at my company since we don't have to 
adhere to an IT change windows to make a data change.

Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP Remedy 
Team |  Avaya Client Services  |  
|  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA  30009  
| | 678-421-5342

Everyone needs deadlines.  Even the beavers. They loaf around all summer, but 
when they are faced with the winter deadline, they work like fury. If we didn’t 
have deadlines, we’d stagnate.  Walt Disney

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Friday, September 07, 2012 8:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

Hi,

That is definitely a good use for it.

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

> I agree that you must avoid EXTERNAL.
>
> I only use it at filters when adding some configurable business rule 
> and I want to give complete freedom to the user to define when to 
> execute the rule. For instance we have a priority control at HPD:Help 
> Desk. Check if the incidence agrees with some conditions and limits 
> impact and urgency accordingly. At this case I added the EXTERNAL.
>
>
>
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>
>
> On Fri, Sep 7, 2012 at 7:02 AM, Misi Mladoniczky  wrote:
>
>> EXTERNAL() is r
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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Wrong infomation displayed in the colums

[Sam Anderson]

Hi All,

Please provide your suggestion on the below issue.

*Details of the issue*:*We seem to be experiencing issues where first names
showing in “last name” column, surnames showing in “country” column and
what seems to be the site info is showing in the “last modified date”
column, this often happens after changes are made to Remedy and usually are
resolved by clearing the IE cache but not all of our used have access to do
this.

Also we are seeing issues where the “overview console” screen shows calls
that we know to have been reassigned but they do not leave the screen even
when you manually refresh the page, this causes issues where a member of
staff attempts to open a call then gets the call below open as the screen
hasn’t refreshed, the only way to get around this is to log out and back in
again. *

*Browser : IE8 & Firefox*
ITSM : 7.6.3

-- 
Thanks & Regards
Sam

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Re: EXTERNAL in Filter Run-If

[Longwing, LJ CTR MDA/IC]

Paul,
I once built a system that was so data driven that we virtually never needed to 
modify code on, and it became to the point where they started designating which 
of our data changes required change tickets because some of them were so 
powerful that they could 'take the system down'.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Friday, September 07, 2012 8:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

We use External for Table field and Set Field criteria for lookup of data where 
the Business processes tend to change a good bit, but I can see several places 
where I could see using it in a Run-If as well. A well tested data change is 
easier to implement than a code change at my company since we don't have to 
adhere to an IT change windows to make a data change.

Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP Remedy 
Team |  Avaya Client Services  |  
|  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA  30009  
| | 678-421-5342

Everyone needs deadlines.  Even the beavers. They loaf around all summer, but 
when they are faced with the winter deadline, they work like fury. If we didn’t 
have deadlines, we’d stagnate.  Walt Disney

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Friday, September 07, 2012 8:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

Hi,

That is definitely a good use for it.

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

> I agree that you must avoid EXTERNAL.
>
> I only use it at filters when adding some configurable business rule 
> and I want to give complete freedom to the user to define when to 
> execute the rule. For instance we have a priority control at HPD:Help 
> Desk. Check if the incidence agrees with some conditions and limits 
> impact and urgency accordingly. At this case I added the EXTERNAL.
>
>
>
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>
>
> On Fri, Sep 7, 2012 at 7:02 AM, Misi Mladoniczky  wrote:
>
>> EXTERNAL() is r
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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Re: FRIDAY Community Love? BMC Remedy++

[Matt Laurenceau]

you're da man Venkat!
I sure posted on Google+
too
.

When I woke up today, there were *27* "Likes" (we were #6)
Now we're at *43*, we're now #3 :)

Yeees, thanks all (and let's beat the other competitors in the next
hours next)

Have a wonderful week-end, Matt

On Fri, Sep 7, 2012 at 4:42 PM, Maddala, Venkat wrote:

> **
>
> Not only up voted, just tweeted it too!!!
>
> ** **
>
> Venkat Maddala
>
> http://RemediesForRemedy.com
>
> ** **
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Matt Laurenceau
> *Sent:* Friday, September 07, 2012 4:07 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* FRIDAY Community Love? BMC Remedy++
>
> ** **
>
> ** All,
>
> ** **
>
> Somebody pointed me recently to this ITSM Tool 
> list
> .
>
>- Not seeing BMC Remedy at the top makes me feel strange.
>- Seeing almost-unknown technologies have more "likes" than BMC Remedy
>makes me feel very bad.
>
> ** **
>
> Should you feel the same, please thumb up BMC 
> Remedy
> .
>
> ** **
>
> *Note*: to authenticate on this list.ly-powered platform, you can use
> your Facebook or Twitter account, quick and easy, no hassle, no spam :)***
> *
>
> ** **
>
> You all have a great Friday and a wonderful week-end!
> 
>
> ** **
>
> ~ Matt Laurenceau, BMC Software
>
> Senior Community Ambassador, BMC Communities
>
> matthieu_laurenc...@bmc.com
>
> Follow me at @Matt_L 
>
> Skype: matt.laurenceau 
>
> ** **
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>



-- 

~ Matt Laurenceau, BMC Software
Senior Community Ambassador, BMC Communities
matthieu_laurenc...@bmc.com
Follow me at @Matt_L 
Skype: matt.laurenceau

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Re: EXTERNAL in Filter Run-If

[Campbell, Paul (Paul)]

We use External for Table field and Set Field criteria for lookup of data where 
the Business processes tend to change a good bit, but I can see several places 
where I could see using it in a Run-If as well. A well tested data change is 
easier to implement than a code change at my company since we don't have to 
adhere to an IT change windows to make a data change.

Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP Remedy 
Team |  Avaya Client Services  |  
|  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA  30009  | 
678-421-5342

Everyone needs deadlines.  Even the beavers. They loaf around all summer, but 
when they are faced with the winter deadline, they work like fury. If we didn’t 
have deadlines, we’d stagnate.  Walt Disney

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Friday, September 07, 2012 8:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL in Filter Run-If

Hi,

That is definitely a good use for it.

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

> I agree that you must avoid EXTERNAL.
>
> I only use it at filters when adding some configurable business rule and I
> want to give complete freedom to the user to define when to execute the
> rule. For instance we have a priority control at HPD:Help Desk. Check if
> the incidence agrees with some conditions and limits impact and
> urgency accordingly. At this case I added the EXTERNAL.
>
>
>
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>
>
> On Fri, Sep 7, 2012 at 7:02 AM, Misi Mladoniczky  wrote:
>
>> EXTERNAL() is r
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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Re: FRIDAY Community Love? BMC Remedy++

[Maddala, Venkat]

Not only up voted, just tweeted it too!!!

Venkat Maddala
http://RemediesForRemedy.com


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Laurenceau
Sent: Friday, September 07, 2012 4:07 AM
To: arslist@ARSLIST.ORG
Subject: FRIDAY Community Love? BMC Remedy++

** All,

Somebody pointed me recently to this ITSM Tool 
list.

 *   Not seeing BMC Remedy at the top makes me feel strange.
 *   Seeing almost-unknown technologies have more "likes" than BMC Remedy makes 
me feel very bad.

Should you feel the same, please thumb up BMC 
Remedy.

Note: to authenticate on this list.ly-powered platform, you can use your 
Facebook or Twitter account, quick and easy, no hassle, no spam :)

You all have a great Friday and a wonderful week-end!

~ Matt Laurenceau, BMC Software
Senior Community Ambassador, BMC Communities
matthieu_laurenc...@bmc.com
Follow me at @Matt_L
Skype: matt.laurenceau

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

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Link alignment issue

[Peter Joran]

All,

In custom views there are buttons, with images, displayed as URLs. The
image is not displayed when the Display Type is set to URL but I need the
image to input an Alternative Text value. The issue I’m having is that the
links are aligned center and not left as configured. If I change the
Display Type to Button the Label text is also centered. However, the issue
is not consistent as some links are aligned left. The issue is consistent
between IE, FF, and the WUT. All buttons/URLs are configured the same and
Alignments are correct when viewed in Dev Studio.

 Label Justify = Left

Image Position = LeftI have also tried Center and Right with change.
Removing the image did not

  change anything either.



Any thoughts on how I can resolve the alignment issue are much appreciated.



Many thanks

Pete



AR 7604 SP2 Hotfix 1020120531604

ITSM 760401

WUT and Dev Studio 7604 SP3

IE 8

FF 15

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Re: FRIDAY Community Love? BMC Remedy++

[Matt Reinfeldt]

I've added my thumbs up, folks!  Let's add some more!

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Francois Seegers
Sent: Friday, September 07, 2012 3:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: FRIDAY Community Love? BMC Remedy++

 

** 

Hi Matt;

 

I just gave the thumbs up, come on Remedy Community we know Remedy is the
Rolls Royce out there, let's keep it that way !

 

Cheers

Francois

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Laurenceau
Sent: Friday, September 07, 2012 10:07 AM
To: arslist@ARSLIST.ORG
Subject: FRIDAY Community Love? BMC Remedy++

 

** All,

 

Somebody pointed me recently to this ITSM Tool list
 .

*   Not seeing BMC Remedy at the top makes me feel strange.
*   Seeing almost-unknown technologies have more "likes" than BMC Remedy
makes me feel very bad.

 

Should you feel the same, please thumb up BMC Remedy
 .

 

Note: to authenticate on this list.ly-powered platform, you can use your
Facebook or Twitter account, quick and easy, no hassle, no spam :)

 

You all have a great Friday and a wonderful week-end! 


 

~ Matt Laurenceau, BMC Software

Senior Community Ambassador, BMC Communities

matthieu_laurenc...@bmc.com

Follow me at @Matt_L  

Skype: matt.laurenceau 

 

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

 

  _  


Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 |
http://www.blueturtle.co.za
Gauteng : Tel: +27 (0)11 206 5600 | Fax: +27 (0)11 206 5606 | Midridge
Office Estate, International Business Gateway, cnr New Road & Sixth Street,
Midrand, 1685 | P O Box 31331, Kyalami, 1684
Western Cape: Tel: +27 (0)87 721 1874 | Fax: +27 (0)21 552 7764 | Unit E6,
Century Square, Heron Crescent, Century City, Cape Town, 7446

DISCLAIMER: This email and any files transmitted with it are confidential
and are intended solely for the use of the individual or entity to whom they
are addressed. This communication represents the originator's personal views
and opinions, which do not necessarily reflect those of Blue Turtle
Technologies (Pty) Ltd. If you are not the original recipient or the person
responsible for delivering the email to the intended recipient, be advised
that you have received this email in error, and that any use, dissemination,
forwarding, printing, or copying of this email is strictly prohibited. If
you received this email in error, please immediately notify the sender.
Thank you.

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


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Re: EXTERNAL in Filter Run-If

[Misi Mladoniczky]

Hi,

That is definitely a good use for it.

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

> I agree that you must avoid EXTERNAL.
>
> I only use it at filters when adding some configurable business rule and I
> want to give complete freedom to the user to define when to execute the
> rule. For instance we have a priority control at HPD:Help Desk. Check if
> the incidence agrees with some conditions and limits impact and
> urgency accordingly. At this case I added the EXTERNAL.
>
>
>
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>
>
> On Fri, Sep 7, 2012 at 7:02 AM, Misi Mladoniczky  wrote:
>
>> EXTERNAL() is r
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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Re: EXTERNAL in Filter Run-If

[Jose Manuel Huerta Guillén]

I agree that you must avoid EXTERNAL.

I only use it at filters when adding some configurable business rule and I
want to give complete freedom to the user to define when to execute the
rule. For instance we have a priority control at HPD:Help Desk. Check if
the incidence agrees with some conditions and limits impact and
urgency accordingly. At this case I added the EXTERNAL.




Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 7:02 AM, Misi Mladoniczky  wrote:

> EXTERNAL() is r

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Re: FRIDAY Community Love? BMC Remedy++

[Jose Manuel Huerta Guillén]

After reading the subject of the email, I was thinking about the next
evolution of C++... It scared me!!!


Well, thumbs up.


Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 10:13 AM, Francois Seegers <
franco...@blueturtle.co.za> wrote:

>
>
> I just gave the thumbs up, come on
>

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Re: FRIDAY Community Love? BMC Remedy++

[Francois Seegers]

Hi Matt;

I just gave the thumbs up, come on Remedy Community we know Remedy is the Rolls 
Royce out there, let's keep it that way !

Cheers
Francois

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Laurenceau
Sent: Friday, September 07, 2012 10:07 AM
To: arslist@ARSLIST.ORG
Subject: FRIDAY Community Love? BMC Remedy++

** All,

Somebody pointed me recently to this ITSM Tool 
list.

  *   Not seeing BMC Remedy at the top makes me feel strange.
  *   Seeing almost-unknown technologies have more "likes" than BMC Remedy 
makes me feel very bad.

Should you feel the same, please thumb up BMC 
Remedy.

Note: to authenticate on this list.ly-powered platform, you can use your 
Facebook or Twitter account, quick and easy, no hassle, no spam :)

You all have a great Friday and a wonderful week-end!

~ Matt Laurenceau, BMC Software
Senior Community Ambassador, BMC Communities
matthieu_laurenc...@bmc.com
Follow me at @Matt_L
Skype: matt.laurenceau

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



Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 | 
http://www.blueturtle.co.za
Gauteng : Tel: +27 (0)11 206 5600 | Fax: +27 (0)11 206 5606 | Midridge Office 
Estate, International Business Gateway, cnr New Road & Sixth Street, Midrand, 
1685 | P O Box 31331, Kyalami, 1684
Western Cape: Tel: +27 (0)87 721 1874 | Fax: +27 (0)21 552 7764 | Unit E6, 
Century Square, Heron Crescent, Century City, Cape Town, 7446

DISCLAIMER: This email and any files transmitted with it are confidential and 
are intended solely for the use of the individual or entity to whom they are 
addressed. This communication represents the originator's personal views and 
opinions, which do not necessarily reflect those of Blue Turtle Technologies 
(Pty) Ltd. If you are not the original recipient or the person responsible for 
delivering the email to the intended recipient, be advised that you have 
received this email in error, and that any use, dissemination, forwarding, 
printing, or copying of this email is strictly prohibited. If you received this 
email in error, please immediately notify the sender. Thank you.

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FRIDAY Community Love? BMC Remedy++

[Matt Laurenceau]

All,

Somebody pointed me recently to this ITSM Tool
list
.

   - Not seeing BMC Remedy at the top makes me feel strange.
   - Seeing almost-unknown technologies have more "likes" than BMC Remedy
   makes me feel very bad.


Should you feel the same, please thumb up BMC
Remedy
.

*Note*: to authenticate on this list.ly-powered platform, you can use your
Facebook or Twitter account, quick and easy, no hassle, no spam :)

You all have a great Friday and a wonderful week-end!

~ Matt Laurenceau, BMC Software
Senior Community Ambassador, BMC Communities
matthieu_laurenc...@bmc.com
Follow me at @Matt_L 
Skype: matt.laurenceau

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Re: Thoughts regarding a separate DB for custom DB objects

[Sylvain YVON]

We did that here on Oracle for a custom 7.5 app with one ARSystem and
one Utility schemas. The utility schema contains all the temporary
tables, procedures and packages for maintenance and imports (of users,
entities, ...). This is very handy because this is all temporary stuff
that we can afford to loose and restore a week old backup, not like AR
System data that is so expensive to replicate.
That said, we chose to create the views and materialized views needed
by ARS workflow inside the AR System schema simply because we don't
see a value add in using the utility schema. I mean, if you create
views, you will probably create a view form in AR System anyway. If
you use a View Form based on a complexe view, that uses the data
contained in your AR System tables, are you sure that storing the view
in a separate schema/DB doesn't add an overhead (like authentication,
network loop, etc) ? I don't have the answer, maybe it depends on the
DB engine you use ?

Sylvain

On Fri, Sep 7, 2012 at 2:40 AM, Easter, David  wrote:
> **
>
> Just thinking somewhat inside the box – but wouldn’t overlays do the
> majority of this for you?  Any custom objects you create would be well
> known/documented as would any modifications to BMC base objects.  The base
> BMC objects would remain on the system unchanged.  If you really then wanted
> to transfer only your extensions and modifications to a new box, you’d just
> transfer the custom and overlaid objects.
>
>
>
> -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
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>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
> Sent: Wednesday, September 05, 2012 3:33 PM
> To: arslist@ARSLIST.ORG
> Subject: Thoughts regarding a separate DB for custom DB objects
>
>
>
> **
>
> I would like to get some input on something I have been thinking about
> recently.  I am considering creating a new DB on the same DB server as the
> ARSystem DB.  This DB would be right next to the ARSystem DB but would house
> all of the custom DB work we do.  My thought is to have all custom tables,
> views, stored procedures, functions, etc. in new DB which would ideally
> leave everything in the ARSystem DB created, maintained and modified via the
> AR System API or BMC installers.  Basically I am picturing a layer of
> abstraction or a library of custom objects if you will.  Maybe more like a
> different namespace or data set for those CMDB gurus out there.
>
>
>
> As it is right now in our very customized 7.5 ARS DB all custom tables,
> views, etc. are all intermixed with the ARS maintained objects. We try to
> keep our objects lumped together by naming convention but just when my team
> starts using the same convention a different DBA (for example) comes along
> and uses their favorite convention.  If we all agree to only make changes to
> the custom DB then naming convention is not as important (DBAs usually ask
> which DB do you need something not so much “what is your naming
> convention?”).
>
>
>
> Another considerations is portability of the ARSystem DB.  Right now when we
> refresh our production DB to another environment there are things like
> different linked server references that need to be updated, object owners,
> etc.  All objects in the custom DB would have the same names between
> environments (Dev, QA, Prod).  With all of the custom objects in their own
> DB we can move ARSystem DBs between environments and as long as the custom
> DB is configured correctly for the environment no changes are needed to any
> of ARSystem DB objects.
>
>
>
> Our new “out of the box” ITSM 7.6.04 system does not have any custom DB work
> done yet but I know it is only a matter of time before the need arises as we
> transition between old and new systems.  If there are advantages and no
> major negative results to this architecture I would like to set this up
> while we are still out of the box.
>
>
>
> Can anybody think of any negative (or positive) effects of this approach?  I
> am figuring because it still on the same DB server that there should not be
> much performance impact.
>
>
>
> Thanks!
>
> Jason
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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