Re: Best virtualization option

[Ben Chernys]

I would put all of the stuff on one machine.  You run the overhead of
multiple OS’s in both memory and CPU.  I use 2*2 CPU and 8Gb on CentOS,
Oracle, ITEM 8.0.0 with all the do-hickeys (Email, tomcat, etc.) and still
occasionally have to reboot my Windows 7 laptop (because of other Windows
apps such as Office (big PowerPoint, Word docs, a 1.3Gb Outlook file),
Windows own VM for “XP Mode” etc.  Visual Studio, etc.).  Windows is not
great once memory is allocated and freed a lot.  

 

If I am running two VMs (not counting the Windows one which is always
running) I usually reboot before and don’t start too many native apps.  I
close down the VM and copy it as I am loading it up.  i.e. OS installed and
configured, Oracle installed and configured, ARS installed and configured.
I can then save all the work for the next copy.  I also load two NIC cards:
one with DHCP and one fixed IP on host only so I always have connectivity
when I switch LANS.  Also to remove Oracle’s complaint of DHCP.  I also make
heavy use of “Snapshots”.  The VMs do get large on disk: 120Gb with a
smallish number of snap-shots.  The backups take time J

 

I use VMware’s Workstation products and set the memory to non-swappable.  My
ITSM performance is good.

 

Just curious why you have 15Gb?  Seems an odd amount of memory.  Cards are
usually 4Gb.

 

Cheers

Ben

 

Ben Chernys
Senior Software Architect
Description: logoSthInc-sm  

Canada / Deutschland
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email:
Ben.Chernys_AT_softwaretoolhouse.com
Web:   www.softwaretoolhouse.com

We are a BMC Technology Alliance Partner


Check out Software Tool House's free Diary Editor and out Freebies

Section for a ITSM 7.6.04 and 8.0.0 Fields spreadsheet.

Meta-Update, our premium ARS Data tool, lets you automate 
your imports, migrations, in no time at all, without programming, 
without staging forms, without merge workflow. 
  http://www.softwaretoolhouse.com/  

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: October-11-12 22:26
To: arslist@ARSLIST.ORG
Subject: Re: Best virtualization option

 

** 

Plan sounds good but doesn't leave much room for allocating more resources
if necessary. You should combine the ARS and Mid tier. That way you save
some overhead as well. 

VMware workstation is the way to go. 

Sent from my iPhone


On Oct 11, 2012, at 4:21 PM, "Jose Manuel Huerta Guillén"
 wrote:

** Hi listers,

 

I just upgraded my computer from 3 GB to 15 GB, just to run a development
environment on my workstation.

 

So currently my workstation is Windows 7 64bits i7-920 (4 cores, 8 threads),
15 GB RAM, and tons of HDD.

 

I plan to create packs of three virtual machines, one for Oracle (Cent OS, 4
GB - 2 threads), one for ARS (Windows 2003, 64bits, 6 GB, two threads) and
one for mid tier (Windows 2003, 64 bits, 2 GB - one thread), with 3 GB
remaining for my OS. One pack of machines for each version of ARS, or client
clone. Then I will start only the one I want to work with.

 

First question: What do you think of my plan?

Second question: What virtualization technology are you using for these
situations?

 

Thanks!

 

Jose Manuel Huerta

http://theremedyforit.com/ 

 

 

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

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


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smime.p7s
Description: S/MIME cryptographic signature

Re: WWRUG13 Dates?

[julsellers]

Joe is right. Also, a birdie told me last year we would be back in Vegas next 
year, but don't hold me to it...  :-)




Sent from my Samsung Galaxy TabJoe Martin D'Souza  wrote:**
 
Its usually around this time of the year.. If I recall right, last year it was 
around the end of September. And if I recall right it was even during the 
beginning of November once.. I do not recall it ever being held on December or 
before September..
 
Joe
 
From: Stroud, Natalie K
Sent: Thursday, October 11, 2012 6:55 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: WWRUG13 Dates?
 
**
Can anyone tell me if the WWRUG conference is usually held in October?  I can’t 
attend this year, but have been told I can look at going next year.  If there’s 
even a chance that the conference will be held prior to October 1, 2013, then I 
need to get my name along with some basic info about the conference onto a list 
prior to Oct. 19th of this year.
 
Thanks,
 
Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008
 
 
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
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Re: Atrium Core 7.6.4 installation problem

[dec12345]

Hi, I am wondering if you managed to resolve this? I get the same error when
installing Atrium Core on ARS 8. Thanks!



--
View this message in context: 
http://ars-action-request-system.1093659.n2.nabble.com/Atrium-Core-7-6-4-installation-problem-tp7480125p7583672.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: WWRUG13 Dates?

[Shellman, David]

Joe,

You are correct about last year.  The thought was in DC at the end of the 
fiscal year would help with attendance from the federal sector.

Dave

On Oct 11, 2012, at 7:02 PM, "Joe Martin D'Souza" 
mailto:jdso...@shyle.net>> wrote:

**

Its usually around this time of the year.. If I recall right, last year it was 
around the end of September. And if I recall right it was even during the 
beginning of November once.. I do not recall it ever being held on December or 
before September..

Joe

From: Stroud, Natalie K
Sent: Thursday, October 11, 2012 6:55 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: WWRUG13 Dates?

**
Can anyone tell me if the WWRUG conference is usually held in October?  I can’t 
attend this year, but have been told I can look at going next year.  If there’s 
even a chance that the conference will be held prior to October 1, 2013, then I 
need to get my name along with some basic info about the conference onto a list 
prior to Oct. 19th of this year.

Thanks,

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008


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

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Re: WWRUG13 Dates?

[Susan Palmer]

Play it safe Natalie, put your name on the list  basic info about the
conference will be similar to this year.  If you need dates you may not
have them before 10/19.  Usually the next location is announced on the last
day which is the 19th.  I know I've attended RUG's in multiple months.
Maybe a birdie would whisper in your ear!

Susan

On Thu, Oct 11, 2012 at 5:55 PM, Stroud, Natalie K wrote:

> **
>
> Can anyone tell me if the WWRUG conference is usually held in October?  I
> can’t attend this year, but have been told I can look at going next year.
> If there’s even a chance that the conference will be held prior to October
> 1, 2013, then I need to get my name along with some basic info about the
> conference onto a list prior to Oct. 19th of this year. 
>
> ** **
>
> Thanks,
>
> ** **
>
> *Natalie Stroud*
>
> SAIC @ Sandia National Laboratories
>
> ARS-ITSM Tester
>
> Albuquerque, NM USA
>
> nkst...@sandia.gov
>
> ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008
>
> ** **
>
> ** **
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Predefined Search (Date Parameter)

[Robert Heverley]

Hello List,

I am trying to create a Predefined Search that will prompt the user to
input a Start Date and an End Date. When I do the typical 'Create Date' >=
"$Start Date$" it errors out with "The date format is invalid". Is this
even possible to do as is? Or do I need to create other fields with
additional workflow? Thank you.

Robert Heverley

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Re: WWRUG13 Dates?

[Joe Martin D'Souza]

Its usually around this time of the year.. If I recall right, last year it was 
around the end of September. And if I recall right it was even during the 
beginning of November once.. I do not recall it ever being held on December or 
before September..

Joe

From: Stroud, Natalie K 
Sent: Thursday, October 11, 2012 6:55 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: WWRUG13 Dates?

** 
Can anyone tell me if the WWRUG conference is usually held in October?  I can’t 
attend this year, but have been told I can look at going next year.  If there’s 
even a chance that the conference will be held prior to October 1, 2013, then I 
need to get my name along with some basic info about the conference onto a list 
prior to Oct. 19th of this year. 

 

Thanks,

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Tester

Albuquerque, NM USA

nkst...@sandia.gov

ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008

 

 

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

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Re: Error: "Safeguard mismatch - potentially corrupted form"

[Jason Miller]

Just an FYI, this still works after all these years.

I am working on upgrading a 7.5 p1 clone of production to 7.6.04 SP4.  We have 
a corrupt form for years that we couldn't delete using Dev Studio.  The error 
is logged each time we restart ARS but no other impact so we left it.  I am 
working on cleaning up all of these things before running the upgrade and I 
found the Admin Tool 7.1 was able to remove it.  There was a SQL error when I 
deleted the form but I am not too surprised.

There is no more error when restarting Remedy and the form is gone from Dev 
Studio.  I am going to validate a little more but so far it appears to have 
worked great!

Jason

On Tue, 24 May 2005 08:29:32 -0400, Carl Jones 
 wrote:

>I renamed it via the Admin Tool (environment is ARS 6.0.1, no patches, MS-
>SQL 2K w/sp3a on Win2k3) -- wouldn't think of doing it any other way.  I
>also renamed three or four other forms on the same day with no problems
>with any of them; I can't imagine what was different about this one.
>There were only about 5 added fields, all character fields and only about
>300 data records.
>
>I put in a ticket with BMC support, but meanwhile I've already fixed it --
>Deleted the form, re-imported it from a def file and reimported the data.
>I think it worked out OK, but seems like there has to be a better way to
>recover from something like that.  . . . and/or, it seems like it
>shouldn't have happened in the first place . . .
>
>caj
>
>On Mon, 23 May 2005 10:35:59 -0700, Rick Cook  wrote:
>
>>I would like to know how you changed the name - was it through the
>Administrator tool?  That's always worked just fine for me.  If you did it
>some other way, like editing a .def file, there are data element length
>parameters that must be changed along with the elements themselves -
>sounds like that might be the case here.
>>
>>Rick
>>
>>
>>
>>From: Action Request System discussion list(ARSList) on behalf of Carl
>Jones
>>Sent: Mon 5/23/2005 10:21 AM
>>To: arslist@ARSLIST.ORG
>>Subject: Error: "Safeguard mismatch - potentially corrupted form"
>>
>>
>>
>>I renamed a form and now am getting the error message "Safeguard
>mismatch -
>> potentially corrupted form" when I try to open it with Remedy Admin or
>>Remedy User.  I can open the SQL View for the form and the SQL table, and
>>see that the table and view are good and the data is as it should be.
>>
>>Previous queries on this error suggested some sort of hash that has been
>>messed up, but there didn't seem to be a solution.  Anyone have some
>>additional thoughts?
>>
>>__
>_
>>UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
>>(Support: mailto:supp...@arslist.org)
>>
>>
>>
>>
>>
>>__
>_
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>>(Support: mailto:supp...@arslist.org)
>
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WWRUG13 Dates?

[Stroud, Natalie K]

Can anyone tell me if the WWRUG conference is usually held in October?  I can't 
attend this year, but have been told I can look at going next year.  If there's 
even a chance that the conference will be held prior to October 1, 2013, then I 
need to get my name along with some basic info about the conference onto a list 
prior to Oct. 19th of this year.

Thanks,

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2008 - SQL Server 2008



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Re: Atrium Core 7.6.04 -- Tibco resolved

[Patrick Zandi]

RKM at BMC does have solution.  File was in / root home directory for some 
reason 

Sent from my iPhone

On Oct 10, 2012, at 13:44, patrick zandi  wrote:

> Installer detected a version of Tibco already installed on the system. Please 
> refer to the Installation Guide for further details.
> 
>   BMC recommends installing Webservices Registry on a seperate machine. Run 
> the install on a seperate machine pointing to the AR Server running on this 
> machine.
> 
>   BMC recommends installing Webservices Infrastructure on a seperate machine. 
> Run the install on a seperate machine pointing to the AR Server running on 
> this machine.
> 
> 
> ---
>   I have used the KB and that was no help, I just installed the ARS 7.6.04 
> sp2, minimal, and tried to install AtriumCore and it fails to allow me to 
> install.. 
> -- strange, as I only just started seeing this on a server.. 
> 
> -- 
> Patrick Zandi

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Re: Illegal Group Reference error during data import

[Rick Westbrock]

Sorry for the lack of details, the ARX file is from a remote server to which I 
do not have access but I believe it is running older AR System code than my 
servers.  My server is 7.6.04 SP2 (Windows) and I'm using the GUI Data Import 
tool on the server (version 7.6.04 SP2) to import the records.

This is for a 100% custom application and there's only one form out of dozens 
that is giving this particular error. As a test I tried using the Data Import 
tool on my local machine (7.6.04 SP3) to import the file into one of the 
development servers which is 7.6.04 SP2 and I get the same error. One thing 
that surprised me is the dearth of results on searching for "Illegal Group 
Reference" both on the Internet and within BMC (KB and Developer Network). The 
log is strangely vague on this compared to the usual errors that I've seen that 
specify a particular field ID etc.

I checked the arerror.log file on the server and couldn't find anything at the 
time of import there either. (I already worked with a BMC person who couldn't 
figure this out either, they are going over my definition file, ARX files (the 
Group record and the actual ticket) and the error log from the data import 
tool.)


Thanks,
Rick

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Re: [EXTERNAL] Re: Multi-tenancy, Human resources, field ID 112 etc.

[Stroud, Natalie K]

We had customers with a similar requirement, only both they and our Service 
Desk wanted to be able to assign their tickets back and forth across both 
companies in the case of a misroute or a request needing to be forwarded 
(Service Desk on restricted side to HR on unrestricted side to some HR IT group 
back on the restricted side, for instance).  We could not find an option we 
liked for that, so that set of users elected not to come on board with us.  The 
issue I question with Aditya's solution is that it looks to me like it allows 
one-way assignment only - from unrestricted HR company to restricted regular 
company. And if you put the Service Desk on the unrestricted side to allow 
assignment both ways, you're the sensitive HR data is potentially compromised.

I wouldn't swear I'm right about this, though, as this request was a while 
back.  As always, test for yourself if you want to be absolutely certain!

Thanks,

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2008 - SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Aditya Sharma
Sent: Thursday, October 11, 2012 3:07 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Multi-tenancy, Human resources, field ID 112 etc.

** Hi Ron,

You can achieve this with multi-tenancy. You will need to create separate 
compony for you HR users. Lets say your compony is Calbro, the new company can 
be Calbaro-HR. All the foundation data corresponding to your HR department 
should use this new company. You can have access restriction set for users 
(Service Desk etc) to Calbro only (Add Calbro in Access Restriction Tab of all 
the Calbro Users) so that cannot access anything related to Calbro-HR compony. 
But vice versa you can set allow your HR users to have access to Calbro as well 
as Calbro-HR companies (or Give HR users Unrestricted Access if only two 
companies are there in your system).

Regards,
Aditya
On Thu, Oct 11, 2012 at 3:48 AM, Peters, Ron 
mailto:rpet...@columbia.com>> wrote:
**
Hi all,

I believe we are currently running in multi-tenancy mode though we only use a 
single company. Our help desk assigns tickets to various support groups as 
normal. Now, were looking into bringing our HR department on board so we can 
assign tickets etc. to them. I believe the main sticking point is that they 
don't want anyone seeing what could be sensitive information in their tickets.

I've heard that we can do something where only they see their tickets and 
nobody else can. I've been reading about multi-tenancy and support 
organizations but it wasn't super clear about a situation like this. What 
recommendations do you have for this type of scenario?

We're just starting down this path and are thinking about the possibilities. 
These are some of the ones I've thought about but may not be exhaustive (or 
correct for that matter).

Most users should:
Be able to assign tickets to HR users
Not be able to see any of the HR tickets or ticket contents

HR users should:
Be able to assign their tickets back to non-HR groups, mainly service desk but 
possibly others
Be able to work their tickets.
Probably be able to see non-HR tickets and contents

Thoughts?

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

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Re: Multi-tenancy, Human resources, field ID 112 etc.

[Aditya Sharma]

No you don't have to. You HR people will be under HR company and will have
unrestricted access. Others will be under Normal Non HR with restricted
access to Non HR company only. Should work

Regards,
Aditya

On Fri, Oct 12, 2012 at 3:02 AM, Pargeter, Christie :CO IS  wrote:

> **
>
> But don’t you have to duplicate your People table under each company?
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Aditya Sharma
> *Sent:* Thursday, October 11, 2012 2:07 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Multi-tenancy, Human resources, field ID 112 etc.
>
> ** **
>
> ** Hi Ron,
>
> ** **
>
> You can achieve this with multi-tenancy. You will need to
> create separate compony for you HR users. Lets say your compony is Calbro,
> the new company can be Calbaro-HR. All the foundation data corresponding to
> your HR department should use this new company. You can have access
> restriction set for users (Service Desk etc) to Calbro only (Add Calbro in
> Access Restriction Tab of all the Calbro Users) so that cannot access
> anything related to Calbro-HR compony. But vice versa you can set allow
> your HR users to have access to Calbro as well as Calbro-HR companies (or
> Give HR users Unrestricted Access if only two companies are there in your
> system).
>
> ** **
>
> Regards,
>
> Aditya 
>
> On Thu, Oct 11, 2012 at 3:48 AM, Peters, Ron  wrote:
> 
>
> ** 
>
> Hi all,
>
>  
>
> I believe we are currently running in multi-tenancy mode though we only
> use a single company. Our help desk assigns tickets to various support
> groups as normal. Now, were looking into bringing our HR department on
> board so we can assign tickets etc. to them. I believe the main sticking
> point is that they don’t want anyone seeing what could be sensitive
> information in their tickets.
>
>  
>
> I’ve heard that we can do something where only they see their tickets and
> nobody else can. I’ve been reading about multi-tenancy and support
> organizations but it wasn’t super clear about a situation like this. What
> recommendations do you have for this type of scenario?
>
>  
>
> We’re just starting down this path and are thinking about the
> possibilities. These are some of the ones I’ve thought about but may not be
> exhaustive (or correct for that matter).
>
>  
>
> Most users should:
>
> Be able to assign tickets to HR users
>
> Not be able to see any of the HR tickets or ticket contents
>
>  
>
> HR users should:
>
> Be able to assign their tickets back to non-HR groups, mainly service desk
> but possibly others
>
> Be able to work their tickets.
>
> Probably be able to see non-HR tickets and contents
>
>  
>
> Thoughts?
>
>  
>
> Thanks,
>
> Ron
>
> _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: Email Engine on a separate server

[Grooms, Frederick W]

If you are running thru a firewall you need to set up a static TCP port for the 
AR Server to listen on.  You might want to set up a private RPC as well.

You can run multiple Email Engines on the same server.  Each needs to be in its 
own directory folder. Each engine needs its own separate RMI port (Defined with 
the com.bmc.arsys.emaildaemon.RMIPort line in the EmailDaemon.properties 
configuration file).

On my Linux servers, where I have multiple ARS instances running, each instance 
has its own Email Engine.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Thursday, October 11, 2012 4:30 PM
To: arslist@ARSLIST.ORG
Subject: Email Engine on a separate server

Hello Listers,

ARS 7.6.03
MS SQL 

Is there any information available concerning running the Email Engine on a 
different machine than the ARSystem server with a firewall in between? 
Related question; can I run multiple instances of the Email Engine on one 
machine and use them to serve many ARSystem servers?


Thank you,
--- 
John J. Reiser 
Remedy Developer/Administrator 
Senior Software Development Analyst 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased by me 

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Re: Multi-tenancy, Human resources, field ID 112 etc.

[Pargeter, Christie :CO IS]

But don't you have to duplicate your People table under each company?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Aditya Sharma
Sent: Thursday, October 11, 2012 2:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Multi-tenancy, Human resources, field ID 112 etc.

 

** Hi Ron,

 

You can achieve this with multi-tenancy. You will need to create
separate compony for you HR users. Lets say your compony is Calbro, the
new company can be Calbaro-HR. All the foundation data corresponding to
your HR department should use this new company. You can have access
restriction set for users (Service Desk etc) to Calbro only (Add Calbro
in Access Restriction Tab of all the Calbro Users) so that cannot access
anything related to Calbro-HR compony. But vice versa you can set allow
your HR users to have access to Calbro as well as Calbro-HR companies
(or Give HR users Unrestricted Access if only two companies are there in
your system).

 

Regards,

Aditya 

On Thu, Oct 11, 2012 at 3:48 AM, Peters, Ron 
wrote:

** 

Hi all,

 

I believe we are currently running in multi-tenancy mode though we only
use a single company. Our help desk assigns tickets to various support
groups as normal. Now, were looking into bringing our HR department on
board so we can assign tickets etc. to them. I believe the main sticking
point is that they don't want anyone seeing what could be sensitive
information in their tickets.

 

I've heard that we can do something where only they see their tickets
and nobody else can. I've been reading about multi-tenancy and support
organizations but it wasn't super clear about a situation like this.
What recommendations do you have for this type of scenario?

 

We're just starting down this path and are thinking about the
possibilities. These are some of the ones I've thought about but may not
be exhaustive (or correct for that matter).

 

Most users should:

Be able to assign tickets to HR users

Not be able to see any of the HR tickets or ticket contents

 

HR users should:

Be able to assign their tickets back to non-HR groups, mainly service
desk but possibly others

Be able to work their tickets.

Probably be able to see non-HR tickets and contents

 

Thoughts?

 

Thanks,

Ron

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

 

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


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Email Engine on a separate server

[Reiser, John J]

Hello Listers,

ARS 7.6.03
MS SQL 

Is there any information available concerning running the Email Engine on a 
different machine than the ARSystem server with a firewall in between? 
Related question; can I run multiple instances of the Email Engine on one 
machine and use them to serve many ARSystem servers?


Thank you,
--- 
John J. Reiser 
Remedy Developer/Administrator 
Senior Software Development Analyst 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased by me 

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Re: EXTERNAL: Re: Is the list down?

[Reiser, John J]

Dan is just getting us ready for the fall-off in email during the WWRUG.
Remember those of us who cannot attend and send us lots of updates.

Thank you,
--- 
John J. Reiser 
Remedy Developer/Administrator 
Senior Software Development Analyst 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased by me 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, October 11, 2012 5:17 PM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: Is the list down?

I think it might have been for a while..

Joe

-Original Message-
From: Tommy Morris
Sent: Thursday, October 11, 2012 4:32 PM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Is the list down?

I just got flooded with list emails. I think maybe it was stuck. Dan does this 
list use the AR Email Engine for notifications?

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management


tommy.mor...@pinebreeze.com
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, October 11, 2012 11:11 AM
To: arslist@ARSLIST.ORG
Subject: Is the list down?

Just checking... 

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Re: Is the list down?

[Joe Martin D'Souza]

I think it might have been for a while..

Joe

-Original Message- 
From: Tommy Morris
Sent: Thursday, October 11, 2012 4:32 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: Is the list down?

I just got flooded with list emails. I think maybe it was stuck. Dan does 
this list use the AR Email Engine for notifications?


Tommy Morris
CMDB Certified Specialist
Director of IT Service Management


tommy.mor...@pinebreeze.com
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

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

Sent: Thursday, October 11, 2012 11:11 AM
To: arslist@ARSLIST.ORG
Subject: Is the list down?

Just checking... 


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Re: Multi-tenancy, Human resources, field ID 112 etc.

[Aditya Sharma]

Hi Ron,

You can achieve this with multi-tenancy. You will need to
create separate compony for you HR users. Lets say your compony is Calbro,
the new company can be Calbaro-HR. All the foundation data corresponding to
your HR department should use this new company. You can have access
restriction set for users (Service Desk etc) to Calbro only (Add Calbro in
Access Restriction Tab of all the Calbro Users) so that cannot access
anything related to Calbro-HR compony. But vice versa you can set allow
your HR users to have access to Calbro as well as Calbro-HR companies (or
Give HR users Unrestricted Access if only two companies are there in your
system).

Regards,
Aditya

On Thu, Oct 11, 2012 at 3:48 AM, Peters, Ron  wrote:

> **
>
> Hi all,
>
> ** **
>
> I believe we are currently running in multi-tenancy mode though we only
> use a single company. Our help desk assigns tickets to various support
> groups as normal. Now, were looking into bringing our HR department on
> board so we can assign tickets etc. to them. I believe the main sticking
> point is that they don’t want anyone seeing what could be sensitive
> information in their tickets.
>
> ** **
>
> I’ve heard that we can do something where only they see their tickets and
> nobody else can. I’ve been reading about multi-tenancy and support
> organizations but it wasn’t super clear about a situation like this. What
> recommendations do you have for this type of scenario?
>
> ** **
>
> We’re just starting down this path and are thinking about the
> possibilities. These are some of the ones I’ve thought about but may not be
> exhaustive (or correct for that matter).
>
> ** **
>
> Most users should:
>
> Be able to assign tickets to HR users
>
> Not be able to see any of the HR tickets or ticket contents
>
> ** **
>
> HR users should:
>
> Be able to assign their tickets back to non-HR groups, mainly service desk
> but possibly others
>
> Be able to work their tickets.
>
> Probably be able to see non-HR tickets and contents
>
> ** **
>
> Thoughts?
>
> ** **
>
> Thanks,
>
> Ron
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Merge Settings

[Kathy Morris]

Hi,

 

CMDB 7.6.4

Should log files for the RE engine be set to "debug" as a standard?  Our log
files are very large.  What should the setting be?

 


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Re: WWRUG12 App

[Shellman, David]

Crafty he is.

Dave

On Oct 11, 2012, at 4:43 PM, "Jason Miller"  wrote:

> And I was starting to think he created a time machine :O   That is Anders is 
> smart you know.
> 
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Re: Get the recently created ID

[benny shell]

To be honest you'd probably be better off just push a GUID to a field and
using that a a key for whatever relationship between the different forms.
You can generate using a run process command.  Sorry to be so breif but I'm
in a hurry.  Will send additional information if you need it.

On Thu, Oct 11, 2012 at 9:50 AM, Jose Manuel Huerta Guillén <
arsl...@theremedyforit.com> wrote:

> ** I have the next development problem.
>
> I make a PUSH to a form with `! to force it.
>
> This for has workflow that creates more requests at other forms.
>
> If I use $LAST_ID$ keyword I obtain the ID of the last created request,
> but not the one I just created.
>
> I mean:
>
> I create request EPL0042
> This request, creates request JIK0132 and LLM0822
>
> When I use $LAST_ID$ just after the PUSH I would like to read
> EPL0042, but instead of it, I obtain LLM0822
>
> And this request doesn't have any reference to the original request
> EPL0042.
>
> Any solution?
>
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: WWRUG12 App

[Jason Miller]

And I was starting to think he created a time machine :O   That is Anders is 
smart you know.

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Re: Status Reasons for Assigned and In Progress Statuses

[Cecil, Ken]

Sean,
Thanks for your response however I don't think you follow what is occurring.

> "It is status dependent so when the "Status" changes you typically need a new 
> "Status Reason" for why it is in that state."

I change the status from Pending to Assigned the Status Reason clears (as 
expected) THEN select one of the new Status Reasons that I created THEN click 
save.

Upon SAVE The status reason is cleared (not as expected) out by a filter 
related to SLA Hold and OLA Hold.

Also, the customer does not own Change Management just Incident and Problem. 
Also, they do already use Tasks with Incidents.

Ken.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Wednesday, October 10, 2012 1:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status Reasons for Assigned and In Progress Statuses

The reason it clears it out is because of this:

"It is status dependent so when the "Status" changes you typically need a new 
"Status Reason" for why it is in that state."

You are wanting to use it in the opposite way:

Which is to use "Status Reason" as the actual status of the ticket.  "Analysis, 
Test, etc.".  

When out of the box it doesn't work that way.  

Alternate approaches:

Use "Change Management" if your fix to an incident requires something other 
than a restart.  
Use "Tasks" with Incident management 

Sean




  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Tuesday, October 09, 2012 4:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status Reasons for Assigned and In Progress Statuses

Sean, 

Thank you for your response. However, that is exactly what I did... I have 
previously added Status Reasons to the Pending Status so I know you need to add 
the data and modify the hidden Status_Reason field on the form.

As I had said, what is happening is that if the Status is either Assigned or In 
Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting set to null 
upon save (filter).

Is there a good reason that these filters are doing this? Has anyone else used 
Status Reasons for the Assigned and/or In Progress statuses?


Ken.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Tuesday, October 09, 2012 4:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status Reasons for Assigned and In Progress Statuses

Status Reason is determined from "SYS:StatusReason Menu Items" where 'Form 
Name' = "HPD:Help Desk".  It is status dependent so when the "Status" changes 
you typically need a new "Status Reason" for why it is in that state.  

Keep in mind that the field on HPD:Help Desk is a display only field 
(z1D_Status_Reason)( 100881).  There is workflow that sets the underlying 
"Status Reason" field.  Not only do you have to add it to "SYS:StatusReason 
Menu Items" but you also have to add an entry to the hidden "Status Reason" 
(100150) field on Incidents.  

Hope that helps ...

Sean

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Tuesday, October 09, 2012 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Status Reasons for Assigned and In Progress Statuses

ITSM 7.6

On Incident, a customer would like to add several Status Reason menu choices 
associated with the Assigned and In Progress Statuses. They intend to use is as 
a sort of sub-status (for example: In Progress with a Status Reasons of 
Analysis, Test, Document Prep, etc)

I have added the Status Reason menu choices and they show up properly. However, 
now I see that there are filters that are clearing the field upon save. I plan 
to disable or work around them.

My question is does anybody know no a good reason why I shouldn't do this... 
why the Status Reason must be cleared out if the Status is either Assigned or 
In Progress?

Has anybody else used the Status Reason with either of those two Statuses?

Thanks,
Ken.



**
This email and any files transmitted with it are confidential and intended 
solely for the addressee. If you have received this email in error please 
notify the system manager. Subject to local law, communications (including 
traffic data) with Hubbell may be monitored by our systems [or a third party's 
systems on our behalf] for the purposes of security and the assessment of 
internal compliance with Hubbell policies. This footnote also confirms that 
this email message has been swept for the presence of computer viruses.
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OT: Seeking a Remote Project

[Koyb P. Liabt]

Hi,
 
 
Sr. Remedy Developer with over 12 years of experience.  Looking for a  
remote job.  Please contact me directly if you know of any projects at this  
time.

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Re: Get the recently created ID

[Longwing, LJ CTR MDA/IC]

Jose,
An AL that causes multiple cascading submits will give you the last ID created 
by 'that' clientor the parent.  In the case of Filters, you are going to 
get what you are getting.  The only solution in this case is to push a GUID of 
some sort to the EPL record, then do a setfield on that value.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén
Sent: Thursday, October 11, 2012 7:50 AM
To: arslist@ARSLIST.ORG
Subject: Get the recently created ID

** I have the next development problem.

I make a PUSH to a form with `! to force it.

This for has workflow that creates more requests at other forms.

If I use $LAST_ID$ keyword I obtain the ID of the last created request, but not 
the one I just created.

I mean:

I create request EPL0042
This request, creates request JIK0132 and LLM0822

When I use $LAST_ID$ just after the PUSH I would like to read EPL0042, 
but instead of it, I obtain LLM0822

And this request doesn't have any reference to the original request 
EPL0042.

Any solution? 


Jose Manuel Huerta
http://theremedyforit.com/ 


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

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Re: Illegal Group Reference error during data import

[Longwing, LJ CTR MDA/IC]

Rick,
You are getting these ARX files from where?  I don't have an answer for you 
unfortunately, but I'm willing to help if I can.  Is this a custom system or 
ITSM.  What version of Remedy Server, as well as Import tool.  Are you 
performing the import through the GUI or through command line, if through 
command line, what options are chosen.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Wednesday, October 10, 2012 4:25 PM
To: arslist@ARSLIST.ORG
Subject: Illegal Group Reference error during data import

Hello all-

I have run into an issue importing a large ARX file and can't seem to track 
down any information about the error that nearly every record is logging:
"Illegal group reference". The data import log doesn't show the offending field 
but the only field that I can find on this form that would be trying to 
translate a group ID number from the Group form (which is what I assume is 
generating the error) is field 112.

I checked multiple failed records in the log file and they all have valid group 
ID numbers that are found in the Group form. The syntax in the ARX file is 
"5985;" and since group 5985 does exist on the server I can't figure out the 
root cause of the error. I imported with filters suppressed so and in any case 
I turned on filter logging on one pass and it didn't show any filters firing as 
expected.

Has anyone run into this problem before and have any suggestions? My first, 
smaller import had about a 30% failure rate for this error on about 5000 
records but I have over 80,000 records to import to this form. My first thought 
was that maybe old records had a group ID that was obsolete but every record 
that I looked at in the log file had what looks like a valid group ID and these 
were all currently open tickets. I get the same behavior on my dev and QA 
servers (both Windows with MS-SQL database on a separate server).

Below is a sample entry from the log, I only included the fields up to 112, 
below that are the field description lines from the ARX file:

[Wed Oct 10 14:31:56.532] WARN  - Exception encountered
java.lang.IllegalArgumentException: Illegal group reference
at java.util.regex.Matcher.appendReplacement(Unknown Source)
at java.util.regex.Matcher.replaceAll(Unknown Source)
at java.lang.String.replaceAll(Unknown Source)
at
com.bmc.arsys.apiext.data.KeywordExpander.expandAllKeywords(Unknown Source)
at com.bmc.arsys.apiext.data.EntryFactory.applyMappings(Unknown
Source)
at com.bmc.arsys.apiext.data.EntryFactory.createEntry(Unknown
Source)
at com.bmc.arsys.apiext.data.BaseImporter.createEntry(Unknown
Source)
at com.bmc.arsys.apiext.data.BaseImporter.handleDataEvent(Unknown
Source)
at com.bmc.arsys.apiext.data.BaseImporter$1.handleEvent(Unknown
Source)
at com.bmc.arsys.apiext.data.Parser.fireEvent(Unknown Source)
at com.bmc.arsys.apiext.data.arx.ARXParser.parseFile(Unknown Source)
at com.bmc.arsys.apiext.data.arx.ARXImporter.if(Unknown Source)
at com.bmc.arsys.apiext.data.arx.ARXImporter.startImport(Unknown
Source)
at com.bmc.arsys.apiext.data.BaseImporter.call(Unknown Source)
at com.bmc.arsys.apiext.data.BaseImporter.call(Unknown Source)
at java.util.concurrent.FutureTask$Sync.innerRun(Unknown Source)
at java.util.concurrent.FutureTask.run(Unknown Source)
at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown
Source)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown
Source)
at java.lang.Thread.run(Unknown Source) [Wed Oct 10 14:31:56.532] INFO  
- Skipping import of record as instructed by user [Wed Oct 10 14:31:56.532] 
INFO  - Error importing record 2: Illegal group reference DATA 
"ABCD001" "john.doe" 1190676633 "" "jane.smith" 1201294523 8 "TRACKING  
FORM" "1190676633AR_IMPORT1190676633AR_IMPORT" "5985;"

FIELDS "Entry ID " "Submitter" "Create Date" "Assigned To" "Last Modified By" 
"Modified Date" "Status" "Short Description" "Status-History" "Assignee Group" 
FLD-ID 1 2 3 4 5 6 7 8 15 112


-Rick


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rwestbr...@qmxs.com


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Re: Is the list down?

[Tommy Morris]

I just got flooded with list emails. I think maybe it was stuck. Dan does this 
list use the AR Email Engine for notifications?

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management


tommy.mor...@pinebreeze.com
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, October 11, 2012 11:11 AM
To: arslist@ARSLIST.ORG
Subject: Is the list down?

Just checking...

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WWRUG12 App

[Dave Shellman]

Corrected to read WWRUG12app
.
Once again Anders Wilhelm has out done himself.  He has developed a WWRUG12 app 
for both Android and iOS devices.

The Android app is available at 
https://play.google.com/store/apps/details?id=se.erwe.wwrug12

We are still waiting for approval of the iOS app.  We will let you know as soon 
as it's available.

Dave
Office manager



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WWRUG12 App

[Dave Shellman]

Once again Anders Wilhelm has out done himself.  He has developed a WWRUG11 app 
for both Android and iOS devices.

The Android app is available at 
https://play.google.com/store/apps/details?id=se.erwe.wwrug12

We are still waiting for approval of the iOS app.  We will let you know as soon 
as it's available.

Dave
Office manager



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Re: Test

[Cecil, Ken]

Got It


Ken.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel Bloom
Sent: Thursday, October 11, 2012 2:33 PM
To: arslist@ARSLIST.ORG
Subject: Test

Test
   

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Re: Best virtualization option

[Tauf Chowdhury]

Plan sounds good but doesn't leave much room for allocating more resources
if necessary. You should combine the ARS and Mid tier. That way you save
some overhead as well.
VMware workstation is the way to go.

Sent from my iPhone

On Oct 11, 2012, at 4:21 PM, "Jose Manuel Huerta Guillén" <
arsl...@theremedyforit.com> wrote:

** Hi listers,

I just upgraded my computer from 3 GB to 15 GB, just to run a development
environment on my workstation.

So currently my workstation is Windows 7 64bits i7-920 (4 cores, 8
threads), 15 GB RAM, and tons of HDD.

I plan to create packs of three virtual machines, one for Oracle (Cent OS,
4 GB - 2 threads), one for ARS (Windows 2003, 64bits, 6 GB, two threads)
and one for mid tier (Windows 2003, 64 bits, 2 GB - one thread), with 3 GB
remaining for my OS. One pack of machines for each version of ARS, or
client clone. Then I will start only the one I want to work with.

First question: What do you think of my plan?
Second question: What virtualization technology are you using for these
situations?

Thanks!

Jose Manuel Huerta
http://theremedyforit.com/


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Webservices 7.6.04

[Atul Vohra]

Apologize if this came in twice.
--

We have a 7.6.04 installation and am trying to consume a third party web 
service that needs a SSO token be passed in the Username field for 
authentication.

So I use the Authentication = Username Token option
and map the this SSO Token in the user name field (under 
SOAPHeader/Security/Username Token). Here password is not mapped to anything as 
the other system does not need it.

Now when the filter executes, arplugin log shows that the remedy password of 
the user executing the filter is being sent in the password field. Is this 
something I can stop from happening (defaulting to remedy password)? 

Thanks

Atul

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Is this thing on?

[Longwing, LJ CTR MDA/IC]

OkI realize, if these things are going to eventually go through...this will 
be like the 10thousandth one, but I'm just curious what's happening to all of 
the posts being sent while it's down 

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Is the ARSList email down??

[Robert Heverley]

Is it alive and kicking? No emails since the 9th..

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Test

[Daniel Bloom]

Test
   

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Is the list down?

[Sanford, Claire]

Just checking...

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Webservices 7.6.04

[Atul Vohra]

We have a 7.6.04 installation and am trying to consume a third party web 
service that needs a SSO token be passed in the Username field for 
authentication.

So I use the Authentication = Username Token option
and map the this SSO Token in the user name field (under 
SOAPHeader/Security/Username Token). Here password is not mapped to anything as 
the other system does not need it.

Now when the filter executes, arplugin log shows that the remedy password of 
the user executing the filter is being sent in the password field. Is this 
something I can stop from happening (defaulting to remedy password)? 

Thanks

Atul

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Test..

[richard....@bwc.state.oh.us]

Test...
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

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Get the recently created ID

[Jose Manuel Huerta Guillén]

I have the next development problem.

I make a PUSH to a form with `! to force it.

This for has workflow that creates more requests at other forms.

If I use $LAST_ID$ keyword I obtain the ID of the last created request, but
not the one I just created.

I mean:

I create request EPL0042
This request, creates request JIK0132 and LLM0822

When I use $LAST_ID$ just after the PUSH I would like to read
EPL0042, but instead of it, I obtain LLM0822

And this request doesn't have any reference to the original request
EPL0042.

Any solution?


Jose Manuel Huerta
http://theremedyforit.com/

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Re: Data Management Tool in version 8 replaced by Atrium Integrator

[Jiri Pospisil]

Hi Carl,

Really appreciate your help.

I have so far tried Company and People upload and both got stuck on the Load 
step remaining in status of In Progress.

I found that the data is in fact present in staging forms, which would explain 
why directories do not contain any RESULT files with errors. 
After more digging, I found records in form DMT:SYS:SequencingEngine that 
relate to steps in the job.
If I manually updated the first step from In Progress to Completed, the rest of 
the steps in the Job are triggered and complete fine.

After more investigation, the only thing I can find in the javaplugin.log file 
is the following entry (set the logging level to DEBUG there):

Requested thread pool executor not found in pool for pool# : null so returning 
default thread pool executor pool# : 0

Not sure how/where to configure which thread pool the job should be using (and 
in fact not sure if the above is in any way relevant to the issue).
Only other piece of information I found was that there is a workflow which is 
meant to set the step status to Completed. It appears to originate from form 
DMT:ThreadManager (hence the potential connection to the message above?).

Any ideas/possible ways to further investigate would be greatly appreciated.

Thanks
Jiri

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: 09 October 2012 18:41
To: arslist@ARSLIST.ORG
Subject: Re: Data Management Tool in version 8 replaced by Atrium Integrator

Hi,
if it did not get past the load, then open the activity (step) and see if there 
are any errors.
If none, you need to check the directory that you have allocated for the 
initial settings can indeed be written to.
There is a test button that may report that it worked, but you need to ensure 
the directory it creates is there.  Also, you need to delete this directory 
before each test as it tries to re-create it.  Under the installation 
directories, you can find other error logs.

If there are no load errors, and there are no other steps completed, it usually 
indicates the above - no conversion, or conversion hanging whilst loading in 
the data.
When this step runs, you will see the job id created as the directory in the 
folder specified.  It was really picky on the format (UNC) and permissions.  I 
found that you have to cancel these jobs that have hung, and re-create them 
(there is an option to copy to new once cancelled).

I would start at the conversion directory as this is what took a while to get 
working, but once it did it all ran fine - apart from formatting errors and 
validation etc.  This loader appears to be a much more comprehensive validation 
tool.

Other errors you may see is the steps throwing an error but no description.  I 
have worked out these to be mainly records that already exist in the system, 
but no actual report raised (you can see these from the staging forms).

Cheers
Carl  
http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
Sent: 09 October 2012 16:22
To: arslist@ARSLIST.ORG
Subject: Re: Data Management Tool in version 8 replaced by Atrium Integrator

Carl,

Thanks for the detailed description of the process. Managed to figure most of 
it, but pointer to how to troubleshoot will definitely be useful as I am at the 
moment stuck with the Load step In Progress and nothing else happening (using 
BMC People template).
Checked the arcarte.log file on the server and it reported the job as started 
and completed with no errors within a couple of seconds, but the step still 
sits in the In Progress status and there appears no way to move it forward. 
Same with the job directory where it did not report any errors.

Regards
Jiri

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: 09 October 2012 16:12
To: arslist@ARSLIST.ORG
Subject: Re: Data Management Tool in version 8 replaced by Atrium Integrator

Hi,
the documentation is now on the BMC wiki (docs.bmc.com).
To be honest it is not that straight forward to understand as it is all over 
the place in terms of structure.

A couple of points:

- You need to specify a UNC based directory for the tool to be able to do the 
conversion on the spreadsheets.  This cannot use "localhost" in the path and 
must be in the UNC format.  Can be a pain to setup on Windows.  Sharing a 
directory and giving permissions is the easiest I have found to get working.  
You can then use something along the lines of "\\win-atmsk2nqp0b\c\DataLoad\" - 
set from Application Administration > Foundation > Advanced Options > System 
Configuration Settings - System Settings.  Ensure the correct permissions for 
writing to this directory as the tool will create directories and files on the 
fly.

- Spreadsheet Management (Data Management)

Illegal Group Reference error during data import

[Rick Westbrock]

Hello all-

I have run into an issue importing a large ARX file and can't seem to track
down any information about the error that nearly every record is logging:
"Illegal group reference". The data import log doesn't show the offending
field but the only field that I can find on this form that would be trying
to translate a group ID number from the Group form (which is what I assume
is generating the error) is field 112.

I checked multiple failed records in the log file and they all have valid
group ID numbers that are found in the Group form. The syntax in the ARX
file is "5985;" and since group 5985 does exist on the server I can't figure
out the root cause of the error. I imported with filters suppressed so and
in any case I turned on filter logging on one pass and it didn't show any
filters firing as expected.

Has anyone run into this problem before and have any suggestions? My first,
smaller import had about a 30% failure rate for this error on about 5000
records but I have over 80,000 records to import to this form. My first
thought was that maybe old records had a group ID that was obsolete but
every record that I looked at in the log file had what looks like a valid
group ID and these were all currently open tickets. I get the same behavior
on my dev and QA servers (both Windows with MS-SQL database on a separate
server).

Below is a sample entry from the log, I only included the fields up to 112,
below that are the field description lines from the ARX file:

[Wed Oct 10 14:31:56.532] WARN  - Exception encountered
java.lang.IllegalArgumentException: Illegal group reference
at java.util.regex.Matcher.appendReplacement(Unknown Source)
at java.util.regex.Matcher.replaceAll(Unknown Source)
at java.lang.String.replaceAll(Unknown Source)
at
com.bmc.arsys.apiext.data.KeywordExpander.expandAllKeywords(Unknown Source)
at com.bmc.arsys.apiext.data.EntryFactory.applyMappings(Unknown
Source)
at com.bmc.arsys.apiext.data.EntryFactory.createEntry(Unknown
Source)
at com.bmc.arsys.apiext.data.BaseImporter.createEntry(Unknown
Source)
at com.bmc.arsys.apiext.data.BaseImporter.handleDataEvent(Unknown
Source)
at com.bmc.arsys.apiext.data.BaseImporter$1.handleEvent(Unknown
Source)
at com.bmc.arsys.apiext.data.Parser.fireEvent(Unknown Source)
at com.bmc.arsys.apiext.data.arx.ARXParser.parseFile(Unknown Source)
at com.bmc.arsys.apiext.data.arx.ARXImporter.if(Unknown Source)
at com.bmc.arsys.apiext.data.arx.ARXImporter.startImport(Unknown
Source)
at com.bmc.arsys.apiext.data.BaseImporter.call(Unknown Source)
at com.bmc.arsys.apiext.data.BaseImporter.call(Unknown Source)
at java.util.concurrent.FutureTask$Sync.innerRun(Unknown Source)
at java.util.concurrent.FutureTask.run(Unknown Source)
at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown
Source)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown
Source)
at java.lang.Thread.run(Unknown Source)
[Wed Oct 10 14:31:56.532] INFO  - Skipping import of record as instructed by
user
[Wed Oct 10 14:31:56.532] INFO  - Error importing record 2: Illegal group
reference
DATA "ABCD001" "john.doe" 1190676633 "" "jane.smith" 1201294523 8
"TRACKING  FORM" "1190676633AR_IMPORT1190676633AR_IMPORT" "5985;"

FIELDS "Entry ID " "Submitter" "Create Date" "Assigned To" "Last Modified
By" "Modified Date" "Status" "Short Description" "Status-History" "Assignee
Group" 
FLD-ID 1 2 3 4 5 6 7 8 15 112


-Rick


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rwestbr...@qmxs.com


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Multi-tenancy, Human resources, field ID 112 etc.

[Peters, Ron]

Hi all,

I believe we are currently running in multi-tenancy mode though we only use a 
single company. Our help desk assigns tickets to various support groups as 
normal. Now, were looking into bringing our HR department on board so we can 
assign tickets etc. to them. I believe the main sticking point is that they 
don't want anyone seeing what could be sensitive information in their tickets.

I've heard that we can do something where only they see their tickets and 
nobody else can. I've been reading about multi-tenancy and support 
organizations but it wasn't super clear about a situation like this. What 
recommendations do you have for this type of scenario?

We're just starting down this path and are thinking about the possibilities. 
These are some of the ones I've thought about but may not be exhaustive (or 
correct for that matter).

Most users should:
Be able to assign tickets to HR users
Not be able to see any of the HR tickets or ticket contents

HR users should:
Be able to assign their tickets back to non-HR groups, mainly service desk but 
possibly others
Be able to work their tickets.
Probably be able to see non-HR tickets and contents

Thoughts?

Thanks,
Ron

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Changing date n time

[Rajesh Nair]

Hello listers
I need a smsll information
Need to change the timestamp value in closed.time in chg module.
i tried modifying the value in status history
The history form shows the changed but in the chg ticket it still shows the
same value

Arsystem 7.1 patch 11
Chg management 7.0.03  patch 009

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Atrium Reconciliation Exception Management

[Francois Seegers]

Hi All,



I would like to find out how some of you handle your reconcilliation 
exceptions?  Did you develop your own custom deployable application or are you 
creating jobs executing workfolw etc...



Do you think we need something like mentioned above (Exception Management 
Application) to allow us to manage exceptions or allow the configuration 
management teams to use such application to drive exceptions i.e. creating 
changes, incidents form different types of exceptions.  I would personnaly like 
to see this as an applicaiton on its own and being data driven.



Maybe something we need to talk about at this years WWRUG?



Would appreciate if you can share your thoughts !



Cheers
Francois Seegers
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(0)82 729 5273
email:  franco...@blueturtle.co.za|   
web:  www.blueturtle.co.za




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http://www.blueturtle.co.za
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Re: URI not found - https - SOLVED

[Barber, Sue]

Axton too - thank you!

-Original Message-
From: Barber, Sue 
Sent: Wednesday, October 10, 2012 2:22 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: URI not found - https - SOLVED

Thanks Fred - 

This seems to have cleared most of the problems!  We were able to load the WSDL 
now.

Sue

-Original Message-
From: Barber, Sue 
Sent: Tuesday, October 02, 2012 3:53 PM
To: arslist@ARSLIST.ORG
Subject: RE: URI not found - https

We were looking at this as well - we're going to load the certs locally and 
will let you know how it goes in  the morning.  Thanks for all the ideas so far!

Sue

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, October 02, 2012 2:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: URI not found - https

Someone on the list will correct me if I am wrong but,  When you are loading a 
WSDL into Developer Studio you are not using the server at all right then.  
Everything is being performed on your local machine so the certificate needs to 
be installed into the java you are using to run DevStudio with as well as on 
the server so it can be used in the filter call.

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue
Sent: Tuesday, October 02, 2012 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: URI not found - https

** 
OK, he verified the certificate path and it is the one he updated on Friday, so 
the certificate that was updated was in the correct path?  Attempting to load 
the wsdl again and same messages.  

Sue

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, October 02, 2012 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: URI not found - https

** Thanks for the -Dpname trick!

Jason

-Original Message-
On Tue, Oct 2, 2012 at 9:51 AM, Axton  wrote:
** It's not a straight forward thing to do, but here is how I do it:

1. Identify the plugin server configuration file.  It will contain the  
entry for "ARSYS.ARF.WEBSERVICE":
    
      ARSYS.ARF.WEBSERVICE
      /path/to/ARSystem/pluginsvr/websvcjava75.jar
      com.bmc.arsys.ws.plugin.WSPlugin
    

2. Identify the port that the plugin server listens on (defined in the 
pluginsvr_config.xml):

  4052
...

3. Find the process that the port is bound to:
[user@server ~]$ lsof -u user |grep LISTEN |grep 4052
java      14599 user   11u  IPv4 0x60084001480        0t0       TCP server:4052 
(LISTEN)

You now have several pieces of information:
1. The installation path for the correct plugin server
2. The configuration file for the correct plugin server
3. The PID of the currently running plugin server

With this information you can identify the correct entry in armonitor.conf that 
you need to modify to add the java keystore parameters.

This is a little off topic, but I have simplified the process by adding markers 
for each of the java processes.  This makes identifying each process easy:

[user@server ~]$ ps -fu user |grep java |grep -v grep
 user 14606 13861   0   Oct 01 ?           2:15 java -Dpname=PluginSvrAtrium 
-server -Xms128m -Xmx512m -XX:PermSize=32m -XX:Max
 user 14610 13861   0   Oct 01 ?           1:16 
/path/to/remedy/apps/java/jre/bin/java -Dpname=License -server -Xms32m -Xmx64m
 user 14600 13861   0   Oct 01 ?         193:57 
/path/to/remedy/apps/java/jre/bin/java -Dpname=Email -Xms350m -Xmx512m -Djava.
 user 14605 13861   0   Oct 01 ?           3:12 java -Dpname=PluginSvrNE 
-server -Xms128m -Xmx512m -XX:PermSize=32m -XX:MaxPerm
 user 14599 13861   0   Oct 01 ?           4:02 ./java -Dpname=PluginSvrMain 
-server -Xms128m -Xmx512m -XX:PermSize=32m -XX:Max
 user 14608 13861   0   Oct 01 ?           2:35 
/path/to/remedy/apps/java/jre/bin/java -Dpname=Flashboards -server -Xms32M -Xm

I added a -Dpname parameter to each of the java processes.  The -D parameter 
let's you add arbitrary command line parameters to the java processes.  Now, if 
I want to identify the email engine, I can find the PID like this:

[user@server ~]$ ps -fu user |grep Email |grep -v grep
 user 14600 13861   0   Oct 01 ?         194:08 
/path/to/remedy/apps/java/jre/bin/java -Dpname=Email -Xms350m -Xmx512m -Djava.

Axton Grams

-Original Message-
On Tue, Oct 2, 2012 at 11:06 AM, Barber, Sue  wrote:
** 
Hi Axton,
 
In speaking to my network administrator, he said that they did note the certs 
were not current and he updated them based on what he believed the proper 
location was, but there are multiple other javas on the machine.  Can you tell 
me how to determine which location we would need to ensure the certification is 
updated?
 
Thank you, Sue

-Original Message- 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, October 02, 2012 10:04 AM
To: arslist@ARSLIST.ORG
Su

Re: URI not found - https - SOLVED

[Barber, Sue]

Thanks Fred - 

This seems to have cleared most of the problems!  We were able to load the WSDL 
now.

Sue

-Original Message-
From: Barber, Sue 
Sent: Tuesday, October 02, 2012 3:53 PM
To: arslist@ARSLIST.ORG
Subject: RE: URI not found - https

We were looking at this as well - we're going to load the certs locally and 
will let you know how it goes in  the morning.  Thanks for all the ideas so far!

Sue

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, October 02, 2012 2:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: URI not found - https

Someone on the list will correct me if I am wrong but,  When you are loading a 
WSDL into Developer Studio you are not using the server at all right then.  
Everything is being performed on your local machine so the certificate needs to 
be installed into the java you are using to run DevStudio with as well as on 
the server so it can be used in the filter call.

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue
Sent: Tuesday, October 02, 2012 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: URI not found - https

** 
OK, he verified the certificate path and it is the one he updated on Friday, so 
the certificate that was updated was in the correct path?  Attempting to load 
the wsdl again and same messages.  

Sue

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, October 02, 2012 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: URI not found - https

** Thanks for the -Dpname trick!

Jason

-Original Message-
On Tue, Oct 2, 2012 at 9:51 AM, Axton  wrote:
** It's not a straight forward thing to do, but here is how I do it:

1. Identify the plugin server configuration file.  It will contain the  
entry for "ARSYS.ARF.WEBSERVICE":
    
      ARSYS.ARF.WEBSERVICE
      /path/to/ARSystem/pluginsvr/websvcjava75.jar
      com.bmc.arsys.ws.plugin.WSPlugin
    

2. Identify the port that the plugin server listens on (defined in the 
pluginsvr_config.xml):

  4052
...

3. Find the process that the port is bound to:
[user@server ~]$ lsof -u user |grep LISTEN |grep 4052
java      14599 user   11u  IPv4 0x60084001480        0t0       TCP server:4052 
(LISTEN)

You now have several pieces of information:
1. The installation path for the correct plugin server
2. The configuration file for the correct plugin server
3. The PID of the currently running plugin server

With this information you can identify the correct entry in armonitor.conf that 
you need to modify to add the java keystore parameters.

This is a little off topic, but I have simplified the process by adding markers 
for each of the java processes.  This makes identifying each process easy:

[user@server ~]$ ps -fu user |grep java |grep -v grep
 user 14606 13861   0   Oct 01 ?           2:15 java -Dpname=PluginSvrAtrium 
-server -Xms128m -Xmx512m -XX:PermSize=32m -XX:Max
 user 14610 13861   0   Oct 01 ?           1:16 
/path/to/remedy/apps/java/jre/bin/java -Dpname=License -server -Xms32m -Xmx64m
 user 14600 13861   0   Oct 01 ?         193:57 
/path/to/remedy/apps/java/jre/bin/java -Dpname=Email -Xms350m -Xmx512m -Djava.
 user 14605 13861   0   Oct 01 ?           3:12 java -Dpname=PluginSvrNE 
-server -Xms128m -Xmx512m -XX:PermSize=32m -XX:MaxPerm
 user 14599 13861   0   Oct 01 ?           4:02 ./java -Dpname=PluginSvrMain 
-server -Xms128m -Xmx512m -XX:PermSize=32m -XX:Max
 user 14608 13861   0   Oct 01 ?           2:35 
/path/to/remedy/apps/java/jre/bin/java -Dpname=Flashboards -server -Xms32M -Xm

I added a -Dpname parameter to each of the java processes.  The -D parameter 
let's you add arbitrary command line parameters to the java processes.  Now, if 
I want to identify the email engine, I can find the PID like this:

[user@server ~]$ ps -fu user |grep Email |grep -v grep
 user 14600 13861   0   Oct 01 ?         194:08 
/path/to/remedy/apps/java/jre/bin/java -Dpname=Email -Xms350m -Xmx512m -Djava.

Axton Grams

-Original Message-
On Tue, Oct 2, 2012 at 11:06 AM, Barber, Sue  wrote:
** 
Hi Axton,
 
In speaking to my network administrator, he said that they did note the certs 
were not current and he updated them based on what he believed the proper 
location was, but there are multiple other javas on the machine.  Can you tell 
me how to determine which location we would need to ensure the certification is 
updated?
 
Thank you, Sue

-Original Message- 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, October 02, 2012 10:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: URI not found - https
 
** Based on the stack trace, your JVM needs the certificates in the 
certification path.  If you are calling out to a web service, then this applies

Re: Status Reasons for Assigned and In Progress Statuses

[Cecil, Ken]

Thank you for your response Swanand.
It is not custom workflow that is resetting the status reason to null.  It is 
an OOB filter related to release SLA and OLA hold.

The filter is HPD:INC:ClearStatusReason_210

Qualifications:
('Status' != "Pending") AND ('Status' != "Resolved") AND ('Status' != "Closed") 
AND ('Status' != "Cancelled") AND ('Status_Reason' != $NULL$)

Actions:
'OLA Hold' = "NO"
'z1D_Status_Reason' = $NULL$
'SLA Hold' = "NO"
'Status_Reason' = $NULL$

So you see it is only when Assigned or in Progress. I am wondering if I just 
have it set SLA and OLA Hold to No if that will be safe. I don't want to screw 
up the SLA's. I'll have to do some more testing. Anyone else run across this?


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of swanand deshpande
Sent: Tuesday, October 09, 2012 5:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status Reasons for Assigned and In Progress Statuses

** Ken,

We too are doing similar type of functionality but we did not face the issue 
you are facing. Hope there aren't any custom workflows you had developed 
earlier causing it set to null. I would suggest you to take filter and active 
link log and then check.

Hope you have flushed the midtier cache after performing the change.

Thanks,
Swanand
On Tue, Oct 9, 2012 at 3:53 PM, Cecil, Ken 
mailto:kce...@hubbell.com>> wrote:
Sean,

Thank you for your response. However, that is exactly what I did... I have 
previously added Status Reasons to the Pending Status so I know you need to add 
the data and modify the hidden Status_Reason field on the form.

As I had said, what is happening is that if the Status is either Assigned or In 
Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting set to null 
upon save (filter).

Is there a good reason that these filters are doing this? Has anyone else used 
Status Reasons for the Assigned and/or In Progress statuses?


Ken.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, 
Sean (Norcross)
Sent: Tuesday, October 09, 2012 4:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status Reasons for Assigned and In Progress Statuses

Status Reason is determined from "SYS:StatusReason Menu Items" where 'Form 
Name' = "HPD:Help Desk".  It is status dependent so when the "Status" changes 
you typically need a new "Status Reason" for why it is in that state.

Keep in mind that the field on HPD:Help Desk is a display only field 
(z1D_Status_Reason)( 100881).  There is workflow that sets the underlying 
"Status Reason" field.  Not only do you have to add it to "SYS:StatusReason 
Menu Items" but you also have to add an entry to the hidden "Status Reason" 
(100150) field on Incidents.

Hope that helps ...

Sean

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Tuesday, October 09, 2012 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Status Reasons for Assigned and In Progress Statuses

ITSM 7.6

On Incident, a customer would like to add several Status Reason menu choices 
associated with the Assigned and In Progress Statuses. They intend to use is as 
a sort of sub-status (for example: In Progress with a Status Reasons of 
Analysis, Test, Document Prep, etc)

I have added the Status Reason menu choices and they show up properly. However, 
now I see that there are filters that are clearing the field upon save. I plan 
to disable or work around them.

My question is does anybody know no a good reason why I shouldn't do this... 
why the Status Reason must be cleared out if the Status is either Assigned or 
In Progress?

Has anybody else used the Status Reason with either of those two Statuses?

Thanks,
Ken.



**
This email and any files transmitted with it are confidential and intended 
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notify the system manager. Subject to local law, communications (including 
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systems on our behalf] for the purposes of security and the assessment of 
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_

Atrium Core 7.6.04 -- Tibco

[patrick zandi]

Installer detected a version of Tibco already installed on the system.
Please refer to the Installation Guide for further details.

  BMC recommends installing Webservices Registry on a seperate machine. Run
the install on a seperate machine pointing to the AR Server running on this
machine.

  BMC recommends installing Webservices Infrastructure on a seperate
machine. Run the install on a seperate machine pointing to the AR Server
running on this machine.

---
  I have used the KB and that was no help, I just installed the ARS 7.6.04
sp2, minimal, and tried to install AtriumCore and it fails to allow me to
install..
-- strange, as I only just started seeing this on a server..

-- 
Patrick Zandi

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Re: Status Reasons for Assigned and In Progress Statuses

[Garrison, Sean (Norcross)]

The reason it clears it out is because of this:

"It is status dependent so when the "Status" changes you typically need a new 
"Status Reason" for why it is in that state."

You are wanting to use it in the opposite way:

Which is to use "Status Reason" as the actual status of the ticket.  "Analysis, 
Test, etc.".  

When out of the box it doesn't work that way.  

Alternate approaches:

Use "Change Management" if your fix to an incident requires something other 
than a restart.  
Use "Tasks" with Incident management 

Sean




  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Tuesday, October 09, 2012 4:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status Reasons for Assigned and In Progress Statuses

Sean, 

Thank you for your response. However, that is exactly what I did... I have 
previously added Status Reasons to the Pending Status so I know you need to add 
the data and modify the hidden Status_Reason field on the form.

As I had said, what is happening is that if the Status is either Assigned or In 
Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting set to null 
upon save (filter).

Is there a good reason that these filters are doing this? Has anyone else used 
Status Reasons for the Assigned and/or In Progress statuses?


Ken.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Tuesday, October 09, 2012 4:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status Reasons for Assigned and In Progress Statuses

Status Reason is determined from "SYS:StatusReason Menu Items" where 'Form 
Name' = "HPD:Help Desk".  It is status dependent so when the "Status" changes 
you typically need a new "Status Reason" for why it is in that state.  

Keep in mind that the field on HPD:Help Desk is a display only field 
(z1D_Status_Reason)( 100881).  There is workflow that sets the underlying 
"Status Reason" field.  Not only do you have to add it to "SYS:StatusReason 
Menu Items" but you also have to add an entry to the hidden "Status Reason" 
(100150) field on Incidents.  

Hope that helps ...

Sean

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Tuesday, October 09, 2012 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Status Reasons for Assigned and In Progress Statuses

ITSM 7.6

On Incident, a customer would like to add several Status Reason menu choices 
associated with the Assigned and In Progress Statuses. They intend to use is as 
a sort of sub-status (for example: In Progress with a Status Reasons of 
Analysis, Test, Document Prep, etc)

I have added the Status Reason menu choices and they show up properly. However, 
now I see that there are filters that are clearing the field upon save. I plan 
to disable or work around them.

My question is does anybody know no a good reason why I shouldn't do this... 
why the Status Reason must be cleared out if the Status is either Assigned or 
In Progress?

Has anybody else used the Status Reason with either of those two Statuses?

Thanks,
Ken.



**
This email and any files transmitted with it are confidential and intended 
solely for the addressee. If you have received this email in error please 
notify the system manager. Subject to local law, communications (including 
traffic data) with Hubbell may be monitored by our systems [or a third party's 
systems on our behalf] for the purposes of security and the assessment of 
internal compliance with Hubbell policies. This footnote also confirms that 
this email message has been swept for the presence of computer viruses.
www.Hubbell.com - Hubbell Incorporated

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Re: Creating ticket from IncidentInterfaceCreate

[ITSM Support]

Hi,

You can do following things to achieve your expected result.

1.Take all the mandatory fields including 'z1D_Action' on form.
2.Push all required fields to create a incident ticket. In filter on Push field 
action set the "CREATE" operation to 'z1D_Action' on Incident_Interface_Create 
form.
After doing this the incident ticket will get successfully created.

HTH
--
Regards,
Sameer

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Test
Sent: Wednesday, October 10, 2012 12:07 AM
To: arslist@ARSLIST.ORG
Subject: Creating ticket from IncidentInterfaceCreate

Hello all,

7.6.02 SP2

I’ve created a form with an AL that pushes fields to Incident Interface_Create 
on After Submit and a Button Field.  It’s not working.  I’ve looked through 
List postings and see where lots of you do this with a Filter on Merge.  
Problem with that is you can’t save with a button when using a Filter.  

We created a form a couple of years back (on 7.5) using an AL with the same 
Execution Options as the AL which I’m having a difficult time with.  Logging 
shows Passed Qualification for the AL but doesn’t create a ticket.  Even if I 
enter those same fields directly in Incident Interface Create it shows me Sumit 
Successful: ID 206, but still doesn’t create a ticket.  Any ideas 
would be greatly appreciated or lead me to documentation on this. I’ve searched 
but there doesn’t seem to be any.

Thanks,
Ricki Haines
Liberty Medical

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Real time monitoring

[Jose Manuel Huerta Guillén]

Hi listers,

Is there any tool to real time analyze what's happening inside Remedy?

I mean, to know how many threads are active, the load of each thread, What
are the latest escalation executed, etc. But real time. I mean, if 100
users make login now, to see at the screen how the threads increase their
load.

I suppose that the answer is no.

Regards,


Jose Manuel Huerta
http://theremedyforit.com/

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Re: Pending Start and End Time Fields

[Suresh Loganathan]

Hi All,

As per ground work, we have found some info. we can capture the info from "*
HPD:HelpDeskAssignmentlogjoin*" form.

Regards,

Suresh Loganathan.

On Tue, Oct 9, 2012 at 11:52 PM, Logan, Kelly wrote:

> **
>
> You’re probably looking for the audit log that is set by default for
> HPD:Help Desk. This will tell you the time a ticket was put into a
> “Pending” status and you could search for the next status change and call
> that the ending time. It’s a little tricky, but should be doable – try the
> ‘Audit Log’ link in the menu to see the data you have to start with. The
> log form in 7.6.4 for HPD:Help Desk is ‘HPD:HelpDesk_AuditLogSystem’.
>
> ** **
>
> *Kelly Logan*, Sr. Systems Administrator (Remedy, Planview), GEMS
>
> 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. 2012 InformationWeek 500 Top Innovator
>
> ** **
>
> P Please consider the environment before printing this email. 
>
> ** **
>
> *This email and any files transmitted with it are confidential and
> intended solely for the use of the individual or entity to whom they are
> addressed. If you have received this email in error please notify the
> sender, and delete the message from your computer*.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Suresh Loganathan
> *Sent:* Tuesday, October 09, 2012 11:12 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Pending Start and End Time Fields
>
> ** **
>
> ** 
>
> Longwing,
>
>  
>
> Thanks for swift response. Some forms are capturing this info in OOB.
>
> 1. I need to discover Pending start and end time 
>
> or
>
> 2. Overall Pending time info
>
>  
>
> Regards,
>
>  
>
> Suresh Loganathan.
>
> On Tue, Oct 9, 2012 at 8:31 PM, Longwing, LJ CTR MDA/IC <
> lj.longwing@mda.mil> wrote:
>
> Suresh,
> Based on discussions I have seen on this topic in the past, I don't think
> the information you are looking for is currently being captured, so it
> would be a customization to capture it.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan
> Sent: Tuesday, October 09, 2012 8:41 AM
> To: arslist@ARSLIST.ORG
> Subject: Pending Start and End Time Fields
>
> **
>
> Team,
>
> I need to discover the ticket (Pending Status) pending start time and
> pending end time info.Which form and field is capturing this info. Can you
> please kindly advice the same.
>
> I am waiting for your speedy response.
>
> Regards,
>
> Suresh Loganathan
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
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>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Requester Console, wrong create double records.

[team.rem...@libero.it]

Hi All,
I have a problem with my Requester Console of ITSM 7.6.

When I create a request, the system assigns two records of SRM: Request with 
the same ID Incident.
Fortunately, only one passes on incident management.

I want the system creates only a request and not two!
what's wrong?

can you help me?

Thanks in advance
Peter

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Re: Status Reasons for Assigned and In Progress Statuses

[Jose Manuel Huerta Guillén]

Do you know the name of the filter / filters or AL that its setting it to
null? If you tell me I'll take a look.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Oct 9, 2012 at 11:36 PM, swanand deshpande <
swanand.deshpa...@gmail.com> wrote:

> ** Ken,
>
> We too are doing similar type of functionality but we did not face the
> issue you are facing. Hope there aren't any custom workflows you had
> developed earlier causing it set to null. I would suggest you to take
> filter and active link log and then check.
>
> Hope you have flushed the midtier cache after performing the change.
>
> Thanks,
> Swanand
>
>
> On Tue, Oct 9, 2012 at 3:53 PM, Cecil, Ken  wrote:
>
>> Sean,
>>
>> Thank you for your response. However, that is exactly what I did... I
>> have previously added Status Reasons to the Pending Status so I know you
>> need to add the data and modify the hidden Status_Reason field on the form.
>>
>> As I had said, what is happening is that if the Status is either Assigned
>> or In Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting
>> set to null upon save (filter).
>>
>> Is there a good reason that these filters are doing this? Has anyone else
>> used Status Reasons for the Assigned and/or In Progress statuses?
>>
>>
>> Ken.
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
>> Sent: Tuesday, October 09, 2012 4:38 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Status Reasons for Assigned and In Progress Statuses
>>
>> Status Reason is determined from "SYS:StatusReason Menu Items" where
>> 'Form Name' = "HPD:Help Desk".  It is status dependent so when the "Status"
>> changes you typically need a new "Status Reason" for why it is in that
>> state.
>>
>> Keep in mind that the field on HPD:Help Desk is a display only field
>> (z1D_Status_Reason)( 100881).  There is workflow that sets the
>> underlying "Status Reason" field.  Not only do you have to add it to
>> "SYS:StatusReason Menu Items" but you also have to add an entry to the
>> hidden "Status Reason" (100150) field on Incidents.
>>
>> Hope that helps ...
>>
>> Sean
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
>> Sent: Tuesday, October 09, 2012 12:01 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Status Reasons for Assigned and In Progress Statuses
>>
>> ITSM 7.6
>>
>> On Incident, a customer would like to add several Status Reason menu
>> choices associated with the Assigned and In Progress Statuses. They intend
>> to use is as a sort of sub-status (for example: In Progress with a Status
>> Reasons of Analysis, Test, Document Prep, etc)
>>
>> I have added the Status Reason menu choices and they show up properly.
>> However, now I see that there are filters that are clearing the field upon
>> save. I plan to disable or work around them.
>>
>> My question is does anybody know no a good reason why I shouldn't do
>> this... why the Status Reason must be cleared out if the Status is either
>> Assigned or In Progress?
>>
>> Has anybody else used the Status Reason with either of those two Statuses?
>>
>> Thanks,
>> Ken.
>>
>>
>>
>>
>> **
>> This email and any files transmitted with it are confidential and
>> intended solely for the addressee. If you have received this email in error
>> please notify the system manager. Subject to local law, communications
>> (including traffic data) with Hubbell may be monitored by our systems [or a
>> third party's systems on our behalf] for the purposes of security and the
>> assessment of internal compliance with Hubbell policies. This footnote also
>> confirms that this email message has been swept for the presence of
>> computer viruses.
>> www.Hubbell.com - Hubbell Incorporated
>>
>>
>> ___
>> 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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>
>
>
> --
> S.J.Deshpande
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Best virtualization option

[Jose Manuel Huerta Guillén]

Hi listers,

I just upgraded my computer from 3 GB to 15 GB, just to run a development
environment on my workstation.

So currently my workstation is Windows 7 64bits i7-920 (4 cores, 8
threads), 15 GB RAM, and tons of HDD.

I plan to create packs of three virtual machines, one for Oracle (Cent OS,
4 GB - 2 threads), one for ARS (Windows 2003, 64bits, 6 GB, two threads)
and one for mid tier (Windows 2003, 64 bits, 2 GB - one thread), with 3 GB
remaining for my OS. One pack of machines for each version of ARS, or
client clone. Then I will start only the one I want to work with.

First question: What do you think of my plan?
Second question: What virtualization technology are you using for these
situations?

Thanks!

Jose Manuel Huerta
http://theremedyforit.com/

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Re: Configuring IMAP with SSL

[Jose Manuel Huerta Guillén]

Ok, that's my situation.

If you could tell me where is documented, because I didn't find anything at
the Email Engine guide.

Thank you!

Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Oct 9, 2012 at 11:53 PM, SUBSCRIBE arslist Aditya Sharma <
heloits...@gmail.com> wrote:

> Hi,
>
> The error clearly indicates it cannot find the certificates.
> You have to install Certificates on your AR server Java keytool. Let me
> know if you need exact steps I will elaborate more.
>
> Regards,
> Aditya
>
>
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