AUTO: Chris Ingalls is out of the office (returning 11/12/2012)

[Chris Ingalls]

I am out of the office until 11/12/2012.

Please contact Eric Cleereman, Phil Isabell, or Todd Carter for any Remedy
related issues.  Contact Shannon Snapp for all other items.  I can be
reached via cell phone for emergencies at 734-864-1240


Note: This is an automated response to your message  "Re: ARS 8.0 Midtier
using Tomcat 6 and ISS" sent on 11/9/2012 12:23:06 AM.

This is the only notification you will receive while this person is away.

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ARS 8.0 Midtier using Tomcat 6 and ISS

[John Baker]

Jesus

The IIS/Tomcat configuration is independent of the Mid Tier version.
It's also adding nothing to the average deployment unless one has some
kind of IIS front end load balancing solution, or multiple web
applications behind an IIS instance where you want to share a
hostname/port/application path/etc.


John

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Re: Crystal Report Licensing

[Jiri Pospisil]

Mark,

I do not believe you can create Crystal Reports through the Remedy reporting 
console.
You will need a Crystal Reports designer, which is a separate product. It is 
licensed. Not sure what the exact license cost is but you can find it on the 
internet.

If you then want to give users the ability to view these crystal reports in 
mid-tier, you also need to install Crystal Reports XI server. This is also 
licensed and cost can be found on the internet.

If I were you I would look into utilising the BIRT reporting capability built 
into Remedy. The client SW to build reports is free and you do not need to 
install any additional server components.

Hope this helps.


Jiri Pospisil
Remedy Specialist, IT Production
[cid:image001.jpg@01CDBE70.69A63FD0]
[cid:image002.gif@01CDBE70.69A63FD0]




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: 08 November 2012 22:58
To: arslist@ARSLIST.ORG
Subject: Crystal Report Licensing

**
Hi All,

I need to know the  license requirements for the Crystal Report server to use 
with ITSM 7.6.04 OOB. If I create a report in the Report Console, set the 
report type to Crystal and save. As far as the Crystal report Server is 
concerned who just created the report?, Remedy or mbrittain?

In case it makes a difference I have two AR Servers in a server group and two 
load balanced mid-tiers.

If anyone has some general guidelines or a good reference that would be greatly 
appreciated.

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


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<><>

Re: Query for tickets between 8 PM and 4 AM the following day

[Ken Pritchard]

Hi Jason,

   I'm probably thinking a bit simplisticly, but couldn't you do the following:

'Arrival Time' >= "5/1/2012 08:00:00 PM" AND 'Arrival Time' <= "5/2/2012 
04:00:00 AM"



  - Original Message - 
  From: Jason Miller 
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, November 07, 2012 5:02 PM
  Subject: Query for tickets between 8 PM and 4 AM the following day


  ** I am trying to run a quick and dirty search of tickets submitted from 8 PM 
and 4 AM the following day.  I using this query:


  (( 'Arrival Time' - "1/1/1970")+3600) % 86400) >= (20 * 3600)) AND 
'Arrival Time' - "1/1/1970" )+3600) % 86400) < (24 * 3600))) AND 'Arrival 
Time' > "5/1/2012" AND 'Arrival Time' < "5/2/2012") OR (( 'Arrival Time' - 
"1/1/1970")+3600) % 86400) >= (0 * 3600)) AND 'Arrival Time' - "1/1/1970" 
)+3600) % 86400) < (4 * 3600))) AND 'Arrival Time' > "5/2/2012" AND 'Arrival 
Time' < "5/3/2012")



  I broke it down into two parts. To the left of the OR finds 8 PM to midnight 
and to the right of the OR finds midnight to 4 AM of the following day.  When I 
run each half separate it returns the expected results.  When I combine the two 
with the OR I only get results for the half (8 to midnight).


  I am sure I am missing something simple.  Maybe it is time for some afternoon 
coffee?  Does anybody see my mistake?

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

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XMLCE hangs, Oracle locks, arschema won't update (long, boring, but important...)

[William Rentfrow]

Hi listers -

We're seeing something peculiar.  This is on a fairly high volume (5000 
incidents/day) system.

There's an integration with an IVR that does a lookup via web services to 
authenticate someone is actually an employee.  That uses a web service that's 
been dependable for a couple of years (at least).  All this particular WS does 
is create a new record in a table.

The system was recently migrated from Solaris to Linux.  It's using ARS 7.1 and 
ITSM 7.1x - the database is Oracle RAC, remote.

I am wondering if there is a known bug because when we look at the log we see 
this when things are behaving fine (IP removed):

Tue Nov 06 2012 10:23:51.7183 */+XMLCE  ARXMLCreateEntry from Webservice 
(protocol 13) at IP address xx.xx.xx.xx
Tue Nov 06 2012 10:23:51.7686 */-XMLCEOK

But occasionally we see the first line and no corresponding -XMLCE.  About 11 
minutes (note milliseconds in the error below) later in our SystemOut.log from 
Websphere:

[11/6/12 13:34:04:866 CST] 0037 SystemOut O - Connects to ARServer 
(server name removew) through Java Rpc failed with: ERROR (91): RPC call 
failed; ONC/RPC call timed out
[11/6/12 13:34:04:882 CST] 006c SystemOut O - getApiRecording: 0
[11/6/12 13:34:04:883 CST] 0049 SystemOut O - getApiRecording: 0
[11/6/12 13:34:04:920 CST] 0069 SystemOut O - getApiRecording: 0
[11/6/12 13:36:04:847 CST] 006c SystemOut O - getApiRecording: 0
[11/6/12 13:36:04:878 CST] 0069 SystemOut O - getApiRecording: 0
[11/6/12 13:36:53:342 CST] 00a2 SystemOut O - getApiRecording: 0
[11/6/12 13:36:53:343 CST] 00a1 SystemOut O - getApiRecording: 0
[11/6/12 13:37:15:266 CST] 00a4 SystemOut O - getApiRecording: 0
[11/6/12 13:37:15:266 CST] 00a5 SystemOut O - getApiRecording: 0
[11/6/12 13:37:35:817 CST] 00a7 SystemOut O - getApiRecording: 0
[11/6/12 13:38:04:820 CST] 0037 SystemOut O - getApiRecording: 0
[11/6/12 13:38:04:822 CST] 0053 SystemOut O - getApiRecording: 0
[11/6/12 13:38:04:826 CST] 006c SystemOut O - getApiRecording: 0
[11/6/12 13:38:04:843 CST] 002e SystemOut O - getApiRecording: 0
[11/6/12 13:38:04:852 CST] 0069 SystemOut O - getApiRecording: 0
[11/6/12 13:38:53:307 CST] 00a2 SystemOut O - getApiRecording: 0
[11/6/12 13:40:04:784 CST] 0053 SystemOut O - getApiRecording: 0
[11/6/12 13:40:04:802 CST] 003c SystemOut O - getApiRecording: 0
[11/6/12 13:40:53:267 CST] 00a2 SystemOut O - getApiRecording: 0
[11/6/12 13:41:09:066 CST] 0032 ThreadMonitor W   WSVR0605W: Thread 
"WebContainer : 51" (0063) has been active for 675278 milliseconds and may 
be hung.  There is/are 1 thread(s) in total in the server that may be hung.
at 
com.remedy.arsys.goat.preferences.ARUserPreferences.getUserPreferences(Unknown 
Source)
at com.remedy.arsys.stubs.SessionData.(Unknown Source)
at com.remedy.arsys.session.Login.initWebService(Unknown Source)
at com.remedy.arsys.ws.services.ARService.login(Unknown Source)
at 
com.remedy.arsys.ws.services.ARService.processRequest(Unknown Source)
at sun.reflect.GeneratedMethodAccessor31.invoke(Unknown Source)
at 
sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
at java.lang.reflect.Method.invoke(Method.java:618)
at 
org.apache.axis.providers.java.MsgProvider.processMessage(MsgProvider.java:141)
at 
org.apache.axis.providers.java.JavaProvider.invoke(JavaProvider.java:319)
at 
org.apache.axis.strategies.InvocationStrategy.visit(InvocationStrategy.java:32)
at org.apache.axis.SimpleChain.doVisiting(SimpleChain.java:118)
at org.apache.axis.SimpleChain.invoke(SimpleChain.java:83)
at 
org.apache.axis.handlers.soap.SOAPService.invoke(SOAPService.java:453)
at org.apache.axis.server.AxisServer.invoke(AxisServer.java:281)
at 
org.apache.axis.transport.http.AxisServlet.doPost(AxisServlet.java:699)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:763)
at 
org.apache.axis.transport.http.AxisServletBase.service(AxisServletBase.java:327)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:856)
at 
com.ibm.ws.webcontainer.servlet.ServletWrapper.service(ServletWrapper.java:1213)
at 
com.ibm.ws.webcontainer.servlet.ServletWrapper.service(ServletWrapper.java:1154)
at 
com.ibm.ws.webcontainer.filter.WebAppFilterChain.doFilter(WebAppFilterChain.java:118)
at 
com.ibm.ws.webcontainer.filter.WebAppFilterChain._doFilter(WebAppFilterChain.java:87)
at 
com.ibm.ws.webcontainer.filter.WebAppFilterManager.doFilter(WebAppFilterManager.java:848)
at 
com.ibm.ws.webcontain

Re: XMLCE hangs, Oracle locks, arschema won't update (long, boring, but important...)

[Longwing, LJ CTR MDA/IC]

William,
If you feel you are dealing with a concurrency issue on arschema, please look 
into two ar.cfg parameters

Next-ID-Commit
Next-ID-Block-Size

Either one, or a combination of both may help you with your situation.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, November 09, 2012 8:25 AM
To: arslist@ARSLIST.ORG
Subject: XMLCE hangs, Oracle locks, arschema won't update (long, boring, but 
important...)

** 

Hi listers -

 

We're seeing something peculiar.  This is on a fairly high volume (5000 
incidents/day) system.

 

There's an integration with an IVR that does a lookup via web services to 
authenticate someone is actually an employee.  That uses a web service that's 
been dependable for a couple of years (at least).  All this particular WS does 
is create a new record in a table.

 

The system was recently migrated from Solaris to Linux.  It's using ARS 7.1 and 
ITSM 7.1x - the database is Oracle RAC, remote.

 

I am wondering if there is a known bug because when we look at the log we see 
this when things are behaving fine (IP removed):

 

Tue Nov 06 2012 10:23:51.7183 */+XMLCE  ARXMLCreateEntry from Webservice 
(protocol 13) at IP address xx.xx.xx.xx

Tue Nov 06 2012 10:23:51.7686 */-XMLCEOK

 

But occasionally we see the first line and no corresponding -XMLCE.  About 11 
minutes (note milliseconds in the error below) later in our SystemOut.log from 
Websphere:

 

[11/6/12 13:34:04:866 CST] 0037 SystemOut O - Connects to ARServer 
(server name removew) through Java Rpc failed with: ERROR (91): RPC call 
failed; ONC/RPC call timed out

[11/6/12 13:34:04:882 CST] 006c SystemOut O - getApiRecording: 0

[11/6/12 13:34:04:883 CST] 0049 SystemOut O - getApiRecording: 0

[11/6/12 13:34:04:920 CST] 0069 SystemOut O - getApiRecording: 0

[11/6/12 13:36:04:847 CST] 006c SystemOut O - getApiRecording: 0

[11/6/12 13:36:04:878 CST] 0069 SystemOut O - getApiRecording: 0

[11/6/12 13:36:53:342 CST] 00a2 SystemOut O - getApiRecording: 0

[11/6/12 13:36:53:343 CST] 00a1 SystemOut O - getApiRecording: 0

[11/6/12 13:37:15:266 CST] 00a4 SystemOut O - getApiRecording: 0

[11/6/12 13:37:15:266 CST] 00a5 SystemOut O - getApiRecording: 0

[11/6/12 13:37:35:817 CST] 00a7 SystemOut O - getApiRecording: 0

[11/6/12 13:38:04:820 CST] 0037 SystemOut O - getApiRecording: 0

[11/6/12 13:38:04:822 CST] 0053 SystemOut O - getApiRecording: 0

[11/6/12 13:38:04:826 CST] 006c SystemOut O - getApiRecording: 0

[11/6/12 13:38:04:843 CST] 002e SystemOut O - getApiRecording: 0

[11/6/12 13:38:04:852 CST] 0069 SystemOut O - getApiRecording: 0

[11/6/12 13:38:53:307 CST] 00a2 SystemOut O - getApiRecording: 0

[11/6/12 13:40:04:784 CST] 0053 SystemOut O - getApiRecording: 0

[11/6/12 13:40:04:802 CST] 003c SystemOut O - getApiRecording: 0

[11/6/12 13:40:53:267 CST] 00a2 SystemOut O - getApiRecording: 0

[11/6/12 13:41:09:066 CST] 0032 ThreadMonitor W   WSVR0605W: Thread 
"WebContainer : 51" (0063) has been active for 675278 milliseconds and may 
be hung.  There is/are 1 thread(s) in total in the server that may be hung.

at 
com.remedy.arsys.goat.preferences.ARUserPreferences.getUserPreferences(Unknown 
Source)

at com.remedy.arsys.stubs.SessionData.(Unknown Source)

at com.remedy.arsys.session.Login.initWebService(Unknown Source)

at com.remedy.arsys.ws.services.ARService.login(Unknown Source)

at 
com.remedy.arsys.ws.services.ARService.processRequest(Unknown Source)

at sun.reflect.GeneratedMethodAccessor31.invoke(Unknown Source)

at 
sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)

at java.lang.reflect.Method.invoke(Method.java:618)

at 
org.apache.axis.providers.java.MsgProvider.processMessage(MsgProvider.java:141)

at 
org.apache.axis.providers.java.JavaProvider.invoke(JavaProvider.java:319)

at 
org.apache.axis.strategies.InvocationStrategy.visit(InvocationStrategy.java:32)

at org.apache.axis.SimpleChain.doVisiting(SimpleChain.java:118)

at org.apache.axis.SimpleChain.invoke(SimpleChain.java:83)

at 
org.apache.axis.handlers.soap.SOAPService.invoke(SOAPService.java:453)

at org.apache.axis.server.AxisServer.invoke(AxisServer.java:281)

at 
org.apache.axis.transport.http.AxisServlet.doPost(AxisServlet.java:699)

at javax.servlet.http.HttpServlet.service(HttpServlet.java:763)

at 
org.apache.axis.transport.http.AxisServletBase.service(AxisServletBase.java:327)

at javax.servlet.http.HttpServlet.service(H

Re: XMLCE hangs, Oracle locks, arschema won't update (long, boring, but important...)

[William Rentfrow]

Those two are actually in our short list of proposed fixes.  Unfortunately we 
don't have definitive proof of what exactly the problem is.

Our proposed list of possible fixes is this:

-Set Next-ID-Commit: T  (<---default prior to 7.6.03 is F, default in newest 
versions is T, ours is old hence we need to specify it).
-Set Next-ID-Block-Size: 10
-Purge the table the rows are being put into.  The performance actually seems 
pretty good when things are working well but the data is transactional 
throw-away data once a person is authenticated.  We are doing this one for sure 
this weekend just to be safe
-Offload the IVR transactions to their own web server (not likely due to 
redundancy issues).


William Rentfrow
wrentf...@stratacominc.com
http://www.stratacominc.com
715-204-3061 Office
715-498-5056 Cell

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, November 09, 2012 9:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: XMLCE hangs, Oracle locks, arschema won't update (long, boring, 
but important...)

William,
If you feel you are dealing with a concurrency issue on arschema, please look 
into two ar.cfg parameters

Next-ID-Commit
Next-ID-Block-Size

Either one, or a combination of both may help you with your situation.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, November 09, 2012 8:25 AM
To: arslist@ARSLIST.ORG
Subject: XMLCE hangs, Oracle locks, arschema won't update (long, boring, but 
important...)

** 

Hi listers -

 

We're seeing something peculiar.  This is on a fairly high volume (5000 
incidents/day) system.

 

There's an integration with an IVR that does a lookup via web services to 
authenticate someone is actually an employee.  That uses a web service that's 
been dependable for a couple of years (at least).  All this particular WS does 
is create a new record in a table.

 

The system was recently migrated from Solaris to Linux.  It's using ARS 7.1 and 
ITSM 7.1x - the database is Oracle RAC, remote.

 

I am wondering if there is a known bug because when we look at the log we see 
this when things are behaving fine (IP removed):

 

Tue Nov 06 2012 10:23:51.7183 */+XMLCE  ARXMLCreateEntry from Webservice 
(protocol 13) at IP address xx.xx.xx.xx

Tue Nov 06 2012 10:23:51.7686 */-XMLCEOK

 

But occasionally we see the first line and no corresponding -XMLCE.  About 11 
minutes (note milliseconds in the error below) later in our SystemOut.log from 
Websphere:

 

[11/6/12 13:34:04:866 CST] 0037 SystemOut O - Connects to ARServer 
(server name removew) through Java Rpc failed with: ERROR (91): RPC call 
failed; ONC/RPC call timed out

[11/6/12 13:34:04:882 CST] 006c SystemOut O - getApiRecording: 0

[11/6/12 13:34:04:883 CST] 0049 SystemOut O - getApiRecording: 0

[11/6/12 13:34:04:920 CST] 0069 SystemOut O - getApiRecording: 0

[11/6/12 13:36:04:847 CST] 006c SystemOut O - getApiRecording: 0

[11/6/12 13:36:04:878 CST] 0069 SystemOut O - getApiRecording: 0

[11/6/12 13:36:53:342 CST] 00a2 SystemOut O - getApiRecording: 0

[11/6/12 13:36:53:343 CST] 00a1 SystemOut O - getApiRecording: 0

[11/6/12 13:37:15:266 CST] 00a4 SystemOut O - getApiRecording: 0

[11/6/12 13:37:15:266 CST] 00a5 SystemOut O - getApiRecording: 0

[11/6/12 13:37:35:817 CST] 00a7 SystemOut O - getApiRecording: 0

[11/6/12 13:38:04:820 CST] 0037 SystemOut O - getApiRecording: 0

[11/6/12 13:38:04:822 CST] 0053 SystemOut O - getApiRecording: 0

[11/6/12 13:38:04:826 CST] 006c SystemOut O - getApiRecording: 0

[11/6/12 13:38:04:843 CST] 002e SystemOut O - getApiRecording: 0

[11/6/12 13:38:04:852 CST] 0069 SystemOut O - getApiRecording: 0

[11/6/12 13:38:53:307 CST] 00a2 SystemOut O - getApiRecording: 0

[11/6/12 13:40:04:784 CST] 0053 SystemOut O - getApiRecording: 0

[11/6/12 13:40:04:802 CST] 003c SystemOut O - getApiRecording: 0

[11/6/12 13:40:53:267 CST] 00a2 SystemOut O - getApiRecording: 0

[11/6/12 13:41:09:066 CST] 0032 ThreadMonitor W   WSVR0605W: Thread 
"WebContainer : 51" (0063) has been active for 675278 milliseconds and may 
be hung.  There is/are 1 thread(s) in total in the server that may be hung.

at 
com.remedy.arsys.goat.preferences.ARUserPreferences.getUserPreferences(Unknown 
Source)

at com.remedy.arsys.stubs.SessionData.(Unknown Source)

at com.remedy.arsys.session.Login.initWebService(Unknown Source)

at com.remedy.arsys.ws.services.ARService.login(Unknown Source)

at 
com.remedy.arsys.ws.services.ARService.processRequest(Unknown Source)

at sun.reflect.GeneratedMethodAccessor31.invoke(Unknown Source)

  

Re: XMLCE hangs, Oracle locks, arschema won't update (long, boring, but important...)

[patrick zandi]

I see a particular line that I have a question about:  There is/are 1
thread(s) in total in the server that may be hung.

Can I ask if you can increase the thread count? or put on a private Queue..

Just a thought..




-- 
Patrick Zandi

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Re: XMLCE hangs, Oracle locks, arschema won't update (long, boring, but important...)

[Longwing, LJ CTR MDA/IC]

William,
I did a presentation during WWRUG12 that discussed this exact topic.  When you 
have high concurrency and have specific portions of the transaction, that if 
isolated, would allow for the main items to work without error, can allow for 
higher concurrency and prevent DB blocking.

This topic was exceedingly difficult for me to troubleshoot and identify when I 
came across it, but eventually discovered that a specific set of transactions 
within my process were causing DB blocking that caused my transactions to 
become serial instead of parallel.

I developed a plugin and a process that allowed me to isolate that portion of 
the transaction to a separate DB transaction, and thus allowed for the locking 
to clear on those tables, then allowing my overall transactions to process 
faster.  I can provide you a copy of the plugin if you would like.  It isn't 
'production ready', but is 'demo ready' :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, November 09, 2012 8:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: XMLCE hangs, Oracle locks, arschema won't update (long, boring, 
but important...)

Those two are actually in our short list of proposed fixes.  Unfortunately we 
don't have definitive proof of what exactly the problem is.

Our proposed list of possible fixes is this:

-Set Next-ID-Commit: T  (<---default prior to 7.6.03 is F, default in newest 
versions is T, ours is old hence we need to specify it).
-Set Next-ID-Block-Size: 10
-Purge the table the rows are being put into.  The performance actually seems 
pretty good when things are working well but the data is transactional 
throw-away data once a person is authenticated.  We are doing this one for sure 
this weekend just to be safe -Offload the IVR transactions to their own web 
server (not likely due to redundancy issues).


William Rentfrow
wrentf...@stratacominc.com
http://www.stratacominc.com
715-204-3061 Office
715-498-5056 Cell

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, November 09, 2012 9:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: XMLCE hangs, Oracle locks, arschema won't update (long, boring, 
but important...)

William,
If you feel you are dealing with a concurrency issue on arschema, please look 
into two ar.cfg parameters

Next-ID-Commit
Next-ID-Block-Size

Either one, or a combination of both may help you with your situation.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, November 09, 2012 8:25 AM
To: arslist@ARSLIST.ORG
Subject: XMLCE hangs, Oracle locks, arschema won't update (long, boring, but 
important...)

** 

Hi listers -

 

We're seeing something peculiar.  This is on a fairly high volume (5000 
incidents/day) system.

 

There's an integration with an IVR that does a lookup via web services to 
authenticate someone is actually an employee.  That uses a web service that's 
been dependable for a couple of years (at least).  All this particular WS does 
is create a new record in a table.

 

The system was recently migrated from Solaris to Linux.  It's using ARS 7.1 and 
ITSM 7.1x - the database is Oracle RAC, remote.

 

I am wondering if there is a known bug because when we look at the log we see 
this when things are behaving fine (IP removed):

 

Tue Nov 06 2012 10:23:51.7183 */+XMLCE  ARXMLCreateEntry from Webservice 
(protocol 13) at IP address xx.xx.xx.xx

Tue Nov 06 2012 10:23:51.7686 */-XMLCEOK

 

But occasionally we see the first line and no corresponding -XMLCE.  About 11 
minutes (note milliseconds in the error below) later in our SystemOut.log from 
Websphere:

 

[11/6/12 13:34:04:866 CST] 0037 SystemOut O - Connects to ARServer 
(server name removew) through Java Rpc failed with: ERROR (91): RPC call 
failed; ONC/RPC call timed out

[11/6/12 13:34:04:882 CST] 006c SystemOut O - getApiRecording: 0

[11/6/12 13:34:04:883 CST] 0049 SystemOut O - getApiRecording: 0

[11/6/12 13:34:04:920 CST] 0069 SystemOut O - getApiRecording: 0

[11/6/12 13:36:04:847 CST] 006c SystemOut O - getApiRecording: 0

[11/6/12 13:36:04:878 CST] 0069 SystemOut O - getApiRecording: 0

[11/6/12 13:36:53:342 CST] 00a2 SystemOut O - getApiRecording: 0

[11/6/12 13:36:53:343 CST] 00a1 SystemOut O - getApiRecording: 0

[11/6/12 13:37:15:266 CST] 00a4 SystemOut O - getApiRecording: 0

[11/6/12 13:37:15:266 CST] 00a5 SystemOut O - getApiRecording: 0

[11/6/12 13:37:35:817 CST] 00a7 SystemOut O - getApiRecording: 0

[11/6/12 13:38:04:820 CST] 0037 SystemOut O - getApiRecording: 0

[11/6/12 13:38:04:822 CST] 0053 SystemOut O - getApiRecording: 0

[11/6/12 13:38:04:826 CST] 006c SystemOut O - getA

Does AR System 8 now support the menu bar in mid-tier?

[Brad J]

Just wondering if anyone knows whether the menu bar is viewable in mid-tier 
with version 8.0 of AR System?  We use the menu bar heavily in the WUT and 
were hoping to see it finally supported in mid-tier. We found references to 
the menu bar in the 8.0 documentation, but nothing that states it outright.


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Contract position for Remedy Administrator / Jr. Developer

[Stanley Feinstein]

Hi,

Project Remedies Inc. has an immediate opportunity for a Remedy
Administrator / Jr. Developer with at least 2 years experience with
Incident, Problem and Change Management, and a Secret Clearance.  The
position is in the Washington DC area.  If you are interested, please
contact me directly at st...@projectremedies.com or call me at 310-230-1722
or on my cell phone at 310-428-5748.

Thanks

Stan Feinstein

w. 310-230-1722.

c. 310-428-5748.


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Re: How to restrict wild card searches

[Vishal Navale]

Thanks Doug and Greg.

I will check this and update you.

Regards,
Vishal

On Thu, Nov 8, 2012 at 2:16 PM, Givens, Gregory CTR NPC, Pers 54 <
gregory.givens@navy.mil> wrote:

> Vishal,
>
> Doug is correct
> 'field' LIKE "%[^a-z A-Z0-9]%" will allow users to search for a string
> with a space character.
>
> You are restricting a lot more than just wildcards
> If your intent is to only allow ALPHA NUMERIC (and spaces) in your
> searches then that will do it.
> Keep in mind though, you're blocking searches on commonly used special
> characters like  @':.,#-
> Searches for "Its" won't find "It's" and ' isn't one of your allowed
> characters.
>
>
> Greg Givens (Contractor)
> Network Applications Support
> Navy Personnel Command
>
>
>
>
> -Original Message-
>  From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
> Sent: Thursday, November 08, 2012 11:05 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: How to restrict wild card searches
>
> **
>
> Vishal,
>
>
>
> I am curious why you use the syntax you are using
>
>
>
> 'field' LIKE "%[^a-zA-Z0-9]%"
>
>
>
> This will error on space or any special character or any number of other
> conditions.
>
>
>
> If you want to just disallow wildcards, there are only a couple of them.
>  I assume the things you are
>
> worried is really the % character.
>
>
>
> Why not
>
>
>
> 'field' LIKE "%[%]%"
>
>
>
> Note that the % sign should not be a wildcard as it is within the []
> construct which says to treat things
>
> inside it as characters.
>
>
>
> This says to match when there is a % in the value.
>
>
>
> Now, you could add other specific characters as well within the test if
> you cared to (like match any single
>
> character or even the [ in case someone wanted to try a set of characters]
> but is that really necessary?  Isn't
>
> it just the % that is the issue?
>
>
>
>
>
> Now, if you wanted to keep what you have and just allow space in addition,
> just add a space in the set of
>
> characters.
>
>
>
> 'field' LIKE "%[^a-z A-Z0-9]%"
>
>
>
> Notice that I put a space between the a-z and A-Z.  That should include
> space as a character in your set of
>
> characters.
>
>
>
>
>
> NOTE: Both of these comments are how this should work and how I expect it
> to work.  I unfortunately am not
>
> at a place where I can test things at the moment, but this is the way
> things are supposed to work.
>
>
>
> Doug Mueller
>
>
>
>
>
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Vishal Navale
> Sent: Thursday, November 08, 2012 7:47 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: How to restrict wild card searches
>
>
>
> **
>
> Hi Greg,
>
>
>
> For restricting the wild card character on field level we had created the
> Active link which will fire on search mode .
>
>
>
> The qualification is : ((('Description' LIKE "%[^a-zA-Z0-9]%") OR
> ('Resolution' LIKE "%[^a-zA-Z0-9]%")) OR ('Detailed Decription' LIKE
> "%[^a-zA-Z0-9]%")) OR ('Incident Number' LIKE "%[^a-zA-Z0-9]%")
>
>
>
> If we are giving wild card character for searching on fields (Notes ,
> summary , resolution and Incident ID) , it will throw an error .
>
>
>
> However this Active link is also firing when we are giving space on fields
> like (Notes , summary , resolution and Incident ID).
>
>
>
> We don't want to fire this active link when any user will give space .
>
> Do you know how to a resolve this?
>
>
>
> Vishal
>
>
>
>
>
> On Fri, Oct 26, 2012 at 2:51 PM, Vishal Navale 
> wrote:
>
> Thanks Greg,
>
>
>
> Fantansticts, It works.
>
>
>
> Regards,
>
> Vishal
>
>
>
>
>
>
>
> On Thu, Oct 25, 2012 at 2:56 PM, Givens, Gregory CTR NPC, Pers 54 <
> gregory.givens@navy.mil> wrote:
>
> Vishal,
>
> If it's a problem with wild cards being used in specific field(s), you
> could change the QBE Match for the field(s) to "Equal"
> However, doing just that will not stop wild cards in the advanced search
> bar.
> To stop that from being allowed you will need to add a character field to
> the form and give it a field ID of 1005
> Then create a Active link with
> Execution Options - Search
> Run If Qual - ('1005' LIKE (("%" + "[%]") + "%")) OR ('1005' LIKE (("%" +
> "[_]") + "%"))
> If action is an Error message
>
>
> Greg Givens (Contractor)
> Network Applications Support
> Navy Personnel Command
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Vishal Navale
> Sent: Thursday, October 25, 2012 6:12 AM
> To: arslist@ARSLIST.ORG
> Subject: How to restrict wild card searches
>
> Hi,
>
> Is there any way to restrict wild card searches on the ARServer 7.5 p4?
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org <
> http://www.arslist.org/>
> attend wwrug12 www.wwrug12.com   ARSList: "Where
> the Answers Are"
>
>
> 

Re: Has anyone taken the ADDM 9.0 plunge?

[Ortega, Jesus A]

Thanks for the information. We went ahead and installed it in our development 
environment. So far, so good on stability and scanning. We even set up a CMDB 
export and that worked great.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mertner, Allan
Sent: Tuesday, November 06, 2012 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone taken the ADDM 9.0 plunge?

**
If you have the opportunity to deploy ADDM 9.0 today, I would certainly 
recommend that you do so.  Because ADDM 9.0 is running on Red Hat 6 (RHEL6), 
you get a slimmer, faster release that has a lot of both big and subtle 
improvements in it - and you save yourself doing an upgrade later.

Normally, an ADDM upgrade is very simple, but because we moved from RHEL5 to 
RHEL6, the upgrade is a little more involved than it normally is - a major 
reason why it has a new major version number.

If you do encounter any problems with ADDM 9, we are here to support you - and 
I am very confident that there is no reason to wait for a service pack before 
deploying it.

Allan Mertner
BMC Software

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Ortega, Jesus A
Sent: 05 November 2012 22:33
To: arslist@ARSLIST.ORG
Subject: Has anyone taken the ADDM 9.0 plunge?

**
I am working on project to deploy ADDM 8.3 and ADDM 9.0 just came out. We are 
at a point where we can easily upgrade our development environment with 9.0. 
The main selling point is that we can set ADDM to ignore PCs, thus saving time 
in trying to figure out which computers on a subnet need to be ignored. Has 
anyone tried ADDM 9.0 yet in a test environment or Beta tested it for BMC? I 
know it is risky to be the Guinea Pig, but the option to ignore PCs is very 
tempting. Please let me know what you know.

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


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clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/
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Are"_
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Re: XMLCE hangs, Oracle locks, arschema won't update (long, boring, but important...)

[William Rentfrow]

That particular line has LOTS of friends :)  There's a few dozen when this 
happens.

We have run analyzer logs and for the most part there's not too much 
optimization we need to do at this point.  In fact, the only changes we made 
were to cut the minimum threads (leaving max the same) because the server 
rarely needed as many as we had in the minimum.  They had higher idle times on 
average than other Remedy instances we have.

William Rentfrow
wrentf...@stratacominc.com
http://www.stratacominc.com
715-204-3061 Office
715-498-5056 Cell

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Friday, November 09, 2012 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: XMLCE hangs, Oracle locks, arschema won't update (long, boring, 
but important...)

** I see a particular line that I have a question about:  There is/are 1 
thread(s) in total in the server that may be hung.

Can I ask if you can increase the thread count? or put on a private Queue..

Just a thought..




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

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Re: XMLCE hangs, Oracle locks, arschema won't update (long, boring, but important...)

[William Rentfrow]

Linux, Windows, or non-denominational? :)

Is this just a set of xml files + plugin calls in the armonitor and ar.conf?  
Or are there binaries too?

William Rentfrow
wrentf...@stratacominc.com
http://www.stratacominc.com
715-204-3061 Office
715-498-5056 Cell


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, November 09, 2012 10:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: XMLCE hangs, Oracle locks, arschema won't update (long, boring, 
but important...)

William,
I did a presentation during WWRUG12 that discussed this exact topic.  When you 
have high concurrency and have specific portions of the transaction, that if 
isolated, would allow for the main items to work without error, can allow for 
higher concurrency and prevent DB blocking.

This topic was exceedingly difficult for me to troubleshoot and identify when I 
came across it, but eventually discovered that a specific set of transactions 
within my process were causing DB blocking that caused my transactions to 
become serial instead of parallel.

I developed a plugin and a process that allowed me to isolate that portion of 
the transaction to a separate DB transaction, and thus allowed for the locking 
to clear on those tables, then allowing my overall transactions to process 
faster.  I can provide you a copy of the plugin if you would like.  It isn't 
'production ready', but is 'demo ready' :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, November 09, 2012 8:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: XMLCE hangs, Oracle locks, arschema won't update (long, boring, 
but important...)

Those two are actually in our short list of proposed fixes.  Unfortunately we 
don't have definitive proof of what exactly the problem is.

Our proposed list of possible fixes is this:

-Set Next-ID-Commit: T  (<---default prior to 7.6.03 is F, default in newest 
versions is T, ours is old hence we need to specify it).
-Set Next-ID-Block-Size: 10
-Purge the table the rows are being put into.  The performance actually seems 
pretty good when things are working well but the data is transactional 
throw-away data once a person is authenticated.  We are doing this one for sure 
this weekend just to be safe -Offload the IVR transactions to their own web 
server (not likely due to redundancy issues).


William Rentfrow
wrentf...@stratacominc.com
http://www.stratacominc.com
715-204-3061 Office
715-498-5056 Cell

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, November 09, 2012 9:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: XMLCE hangs, Oracle locks, arschema won't update (long, boring, 
but important...)

William,
If you feel you are dealing with a concurrency issue on arschema, please look 
into two ar.cfg parameters

Next-ID-Commit
Next-ID-Block-Size

Either one, or a combination of both may help you with your situation.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, November 09, 2012 8:25 AM
To: arslist@ARSLIST.ORG
Subject: XMLCE hangs, Oracle locks, arschema won't update (long, boring, but 
important...)

** 

Hi listers -

 

We're seeing something peculiar.  This is on a fairly high volume (5000 
incidents/day) system.

 

There's an integration with an IVR that does a lookup via web services to 
authenticate someone is actually an employee.  That uses a web service that's 
been dependable for a couple of years (at least).  All this particular WS does 
is create a new record in a table.

 

The system was recently migrated from Solaris to Linux.  It's using ARS 7.1 and 
ITSM 7.1x - the database is Oracle RAC, remote.

 

I am wondering if there is a known bug because when we look at the log we see 
this when things are behaving fine (IP removed):

 

Tue Nov 06 2012 10:23:51.7183 */+XMLCE  ARXMLCreateEntry from Webservice 
(protocol 13) at IP address xx.xx.xx.xx

Tue Nov 06 2012 10:23:51.7686 */-XMLCEOK

 

But occasionally we see the first line and no corresponding -XMLCE.  About 11 
minutes (note milliseconds in the error below) later in our SystemOut.log from 
Websphere:

 

[11/6/12 13:34:04:866 CST] 0037 SystemOut O - Connects to ARServer 
(server name removew) through Java Rpc failed with: ERROR (91): RPC call 
failed; ONC/RPC call timed out

[11/6/12 13:34:04:882 CST] 006c SystemOut O - getApiRecording: 0

[11/6/12 13:34:04:883 CST] 0049 SystemOut O - getApiRecording: 0

[11/6/12 13:34:04:920 CST] 0069 SystemOut O - getApiRecording: 0

[11/6/12 13:36:04:847 CST] 006c SystemOut O - getApiRecording: 0

[11/6/12 13:36:04:878 CST] 0069 SystemOut O - getApiRecording: 0

[11/6

Re: ARS 8.0 Midtier using Tomcat 6 and ISS

[Ortega, Jesus A]

The SSO that we are using uses IIS to pass it AD credentials. I also use IIS as 
an easy way to redirect a  simple URL that my customers use. DNS redirects them 
to my web server, IIS then redirects them to the correct web site. 
As far as tomcat is concerned, I am using Tomcat version 6.0.20 that came with 
the Mid-tier installation and Java 64 bit 6.03.10.  I just substituted the 
ISAPI_Redirect.dll that came with OOTB with  1.2.28.0. Did you check your 
server.xml to see if it has port 8029 or 8080 are opened up. I noticed that 
some of the ports were commented out in the server.xml on the OOTB install. 
What are your logs telling you?  Are you even getting the IIS 7 splash page in 
the web browser when going to http://localhost, or are you getting anything 
when you go to http://localhost/arsys/home? 

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


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia
Sent: Thursday, November 08, 2012 11:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 8.0 Midtier using Tomcat 6 and ISS

What version of Tomcat and Java were you running?  I tried the same exact steps 
a number of times and still couldn't get Tomcat 7.0.32 and IIS 7.5 working 
right.  I tried the isapi-redirect 1.2.37 with no luck.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A
Sent: Thursday, November 08, 2012 4:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 8.0 Midtier using Tomcat 6 and ISS

I had issues with 7.6.04 SP3 MT and IIS 7.5, under Windows Server 2008 R2. I 
had to make sure to download the latest 64 bit ISAP_Redirect.dll from Apache. 
After doing so, I had to do the following:
-  In Server manager, Roles, Web Server, I had to add  two roles for Web
Server:
 ISAPI Extension, Isapi Filters. This does not come set up in the 
standard build in IIS 7.5. I think this is why most people have problems with 
ISAPI. 
- Under application pool and under advanced settings and set  "Enable 32 bit 
Applications" = False
- Go to the Default Web Site, Edit Isapi Filters, give the filter a name (like 
Jakarta), browse for the Isapi_redirect.dll that you downloaded.

I think this may apply to MT8, but I am not 100% sure. It does certainly apply 
to IIS 7 and up. My IIS server works like a charm now.


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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia
Sent: Wednesday, November 07, 2012 9:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 8.0 Midtier using Tomcat 6 and ISS

See if this will help.  I haven't tested it though.

http://boncode.net/connector/webdocs/Tomcat_Connector.htm

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker
Sent: Wednesday, November 07, 2012 4:58 AM
To: arslist@ARSLIST.ORG
Subject: ARS 8.0 Midtier using Tomcat 6 and ISS

Bryan

Microsoft IIS offers no benefit in most deployments of Mid Tier. Your 
deployment would be far less complex without it, using Tomcat directly, which 
is all IIS Is doing. The mod_jk connector is now a decade old and has been 
(sort of) deprecated by other modules (mod_proxy_ajp) for the Apache web server.


John


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Re: Query for tickets between 8 PM and 4 AM the following day

[Jason Miller]

LOL!  You are absolutely correct.  It is almost embarrassing.  That is
exactly what I asked for and returns the same results as the example I
gave.  I was using a 2 day time span for testing but what I didn't mention
is I wanted to be able to run it for more than 2 days worth of tickets
between those hours.  The added complexity I was going for allow this query
to return a whole weeks work of tickets from 2000 to 0400.  I used two days
just for getting the query to working with a smaller data set.

Of course there is the extra check for less than midnight and greater than
midnight that Fred pointed out.  I just took an existing query I had for
finding requests between two times on the same day (say 1700 - 2300),
changed it to 0 and 24 and doubled it up with an OR.  Not ideal but it did
what I needed for some quick analysis.  Kids, don't follow my example, do
nice work instead  :)

Jason


On Thu, Nov 8, 2012 at 6:14 AM, Ken Pritchard  wrote:

> ** **
> Hi Jason,
>
>I'm probably thinking a bit simplisticly, but couldn't you do the
> following:
>
> 'Arrival Time' >= "5/1/2012 08:00:00 PM" AND 'Arrival Time' <= "5/2/2012
> 04:00:00 AM"
>
>
>
> - Original Message -
> *From:* Jason Miller 
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Sent:* Wednesday, November 07, 2012 5:02 PM
> *Subject:* Query for tickets between 8 PM and 4 AM the following day
>
> ** I am trying to run a quick and dirty search of tickets submitted from 8
> PM and 4 AM the following day.  I using this query:
>
> (( 'Arrival Time' - "1/1/1970")+3600) % 86400) >= (20 * 3600)) AND
> 'Arrival Time' - "1/1/1970" )+3600) % 86400) < (24 * 3600))) AND
> 'Arrival Time' > "5/1/2012" AND 'Arrival Time' < "5/2/2012") *OR *((
> 'Arrival Time' - "1/1/1970")+3600) % 86400) >= (0 * 3600)) AND 'Arrival
> Time' - "1/1/1970" )+3600) % 86400) < (4 * 3600))) AND 'Arrival Time' >
> "5/2/2012" AND 'Arrival Time' < "5/3/2012")
>
> I broke it down into two parts. To the left of the *OR* finds 8 PM to
> midnight and to the right of the *OR* finds midnight to 4 AM of the
> following day.  When I run each half separate it returns the expected
> results.  When I combine the two with the OR I only get results for the
> half (8 to midnight).
>
> I am sure I am missing something simple.  Maybe it is time for some
> afternoon coffee?  Does anybody see my mistake?
>
> 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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Re: AIE started throwing "A fatal setup error... EIEMSG 3317"

[strauss]

Update (for what it's worth).

I actually built a clone of production yesterday and got the AIE service up and 
running with the same data exchanges, just on a different AR/AIE server.  Then 
I nibbled my way through some of the data, then all of it, running each 
exchange manually.  They have the same problem with fatal setup errors, SOME of 
the time.  We think that the source db may have finally gotten too big for the 
AIE process to handle (324,742 records - queried in 1/10th blocks by the 
trailing digit of the employee id just over 32,000 records per chunk - aie.exe 
is using 39,000 K to 45,000 K during processing).

The error has to do with ChunkSize for CMDB Component Exchanges, which none of 
these are (there are none defined beyond the samples), so it is an inaccurate 
message. We think the aie.exe process is running out of memory, SOME of the 
time; once it throws an error, it is toast until restarted, which may take 
several attempts to start clean.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Wednesday, November 07, 2012 11:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE started throwing "A fatal setup error... EIEMSG 3317"

The open issue is ISS04043743 - I have loaded REAMS of log files and more are 
going up now (this morning I even set stack trace debug on).  I restarted all 
of the servers involved last night, to no avail. I have eliminated any 
connection or authentication issues. The error pertains to CMDB Component 
Exchanges, and THERE ARE NONE (the CMDB is empty)!  This is a set of data 
exchanges to a staging form for People and Users.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Yogesh Somavanshi
Sent: Wednesday, November 07, 2012 7:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE started throwing "A fatal setup error... EIEMSG 3317"

Hello Strauss,
The reaosn for fatal error might be because of an API failures on AR side, so 
in case if you can share with me the exchange debug log present in the aie 
debug folder will help me in getting the excact cause for this issue.
-Thanks
Yogesh

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Re: [EXTERNAL] Want to give feed back on docs changes?

[Brock, Anne]

Ooops! Thanks, Natalie! I see you signed up!! Appreciate it!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Thursday, November 08, 2012 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Want to give feed back on docs changes?

**
If you want the link to sign up to test the Remedy documentation, it's 
https://communities.bmc.com/communities/message/278689.  I think the link Anne 
provided was for testing the  BladeLogic wiki.  This is a great opportunity to 
point out some of the difficulties you all have encountered.  I know I'll be 
signing up.

Thanks, Anne!

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 Brock, Anne
Sent: Thursday, November 08, 2012 1:58 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Want to give feed back on docs changes?

**
Posted on bmc.dn:
https://communities.bmc.com/communities/message/278657#278657

Information Design & Development (Tech Pubs) is seeking 10 customers to 
participate in a short online usability test to give feedback on a new design 
for the Documentation wiki home page (docs.bmc.com).
The test can be taken anytime next week and before the Thanksgiving holiday. 
The test is taken online using testing software that records participants 
comments during the test. It will take less than 30 min.
If you can participate, please respond to the discussion with your name, email 
address, and phone number.
Thank you!


Anne Brock
Principal SC
BMC Software
925-226-0446
anne_br...@bmc.com

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Re: Does AR System 8 now support the menu bar in mid-tier?

[Easter, David]

No – nothing has changed between 7.6.04 and 8.0.00 in that area.

Note, however, there have been no requests to port it over to the Mid-Tier that 
I’m aware of either, so if this is something you feel should be done, I’d 
suggest posting it as an idea on BMC Communities and find out if others agree 
with you – or have developed other ways to accomplish your business goals 
without requiring the legacy menu bar found in Remedy User Client.

-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 Brad J
Sent: Friday, November 09, 2012 8:27 AM
To: arslist@ARSLIST.ORG
Subject: Does AR System 8 now support the menu bar in mid-tier?

** Just wondering if anyone knows whether the menu bar is viewable in mid-tier 
with version 8.0 of AR System?  We use the menu bar heavily in the WUT and were 
hoping to see it finally supported in mid-tier. We found references to the menu 
bar in the 8.0 documentation, but nothing that states it outright.

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ITSM 7.6.04 - User Permissions

[Sanford, Claire]

I thought I was being clever and deleted the Application License info from 
about 10 users records.  I wanted to make a wholesale change rather than do 
them one at a time.

The problem is that the system is now telling me I have exceeded my license 
count and won't let me assign them the licenses.
I know I have them available because 5 of the 10 had them already.

What do I need to do to fix this?  Of course it is Friday evening and support 
has gone home!

ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

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



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Re: ARS 8.0 Midtier using Tomcat 6 and ISS

[Brian Pancia]

Sorry.  I wasn't trying to highjack the original thread.

Here are a couple sites that might help with configuring Tomcat 6 and IIS
7.5

http://ashrafhossain.wordpress.com/2010/09/20/how-to-configure-iis-7-and-tomcat-redirection-on-windows-server-2008-64-bit/
http://tomcatiis.riaforge.org/blog/index.cfm/2011/6/30/IIS-75-and-Error-with-SystemWebAspNetHostingPermission

When installing mid-tier you can have mid-tier install Tomcat 6 and do the
IIS configurations.  A lot of organizations require the latest version of
Tomcat because of security vulnerabilities in 6.  If the configuration
works properly you should see the Tomcat page when you go to
http://localhost.  If you see the IIS splash page then something is not
configured properly.  The exception would be if you are not using the
default web page.  Now there are several threads on the web about issues
with Tomcat 7x and IIS 7.5.  You also want to look at your permissions on
your directories.  Windows 2008 R2 has a lot of lock downs it enforces,
especially under Program Files.  We have servers running Tomcat 6/7 on IIS
7 working fine.  IIS 7.5 has caused issues, but it looks like Tomcat 6
works.

There were a few comments about whether IIS added any benefit.  The answer
depends.  However, if you are just using it with mid-tier with no special
things added than IIS will probably cause unnecessary overhead.  Apache and
Tomcat work much better together and give you greater flexibility if you
need something in front of Tomcat.

The version of Mid-Tier will not effect Tomcat and IIS (for the most
part).  Since all IIS is doing is redirect traffic to Tomcat, as long as
mid-tier is compatible with the version of Tomcat you are running you
should be fine.  The 500 error is more than likely a Tomcat/IIS integration
error and outside of mid-tier all together.

On Fri, Nov 9, 2012 at 2:48 PM, Ortega, Jesus A <
jesus.ort...@lyondellbasell.com> wrote:

> The SSO that we are using uses IIS to pass it AD credentials. I also use
> IIS as an easy way to redirect a  simple URL that my customers use. DNS
> redirects them to my web server, IIS then redirects them to the correct web
> site.
> As far as tomcat is concerned, I am using Tomcat version 6.0.20 that came
> with the Mid-tier installation and Java 64 bit 6.03.10.  I just substituted
> the ISAPI_Redirect.dll that came with OOTB with  1.2.28.0. Did you check
> your server.xml to see if it has port 8029 or 8080 are opened up. I noticed
> that some of the ports were commented out in the server.xml on the OOTB
> install. What are your logs telling you?  Are you even getting the IIS 7
> splash page in the web browser when going to http://localhost, or are you
> getting anything when you go to http://localhost/arsys/home?
>
> Jesus Ortega
> Senior II, Implementation Engineer
> LyondellBasell Industries
> Office: 713 309-4914
> Cell:281 546-0735
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Brian Pancia
> Sent: Thursday, November 08, 2012 11:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARS 8.0 Midtier using Tomcat 6 and ISS
>
> What version of Tomcat and Java were you running?  I tried the same exact
> steps a number of times and still couldn't get Tomcat 7.0.32 and IIS 7.5
> working right.  I tried the isapi-redirect 1.2.37 with no luck.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A
> Sent: Thursday, November 08, 2012 4:14 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARS 8.0 Midtier using Tomcat 6 and ISS
>
> I had issues with 7.6.04 SP3 MT and IIS 7.5, under Windows Server 2008 R2.
> I had to make sure to download the latest 64 bit ISAP_Redirect.dll from
> Apache. After doing so, I had to do the following:
> -  In Server manager, Roles, Web Server, I had to add  two roles for Web
> Server:
>  ISAPI Extension, Isapi Filters. This does not come set up in the
> standard build in IIS 7.5. I think this is why most people have problems
> with ISAPI.
> - Under application pool and under advanced settings and set  "Enable 32
> bit Applications" = False
> - Go to the Default Web Site, Edit Isapi Filters, give the filter a name
> (like Jakarta), browse for the Isapi_redirect.dll that you downloaded.
>
> I think this may apply to MT8, but I am not 100% sure. It does certainly
> apply to IIS 7 and up. My IIS server works like a charm now.
>
>
> Jesus Ortega
> Senior II, Implementation Engineer
> LyondellBasell Industries
> Office: 713 309-4914
> Cell:281 546-0735
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Brian Pancia
> Sent: Wednesday, November 07, 2012 9:38 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARS 8.0 Midtier using Tomcat 6 and ISS
>
> See if this will help.  I haven't tested it though.
>
> http://boncode.net/connector/webdocs/Tomcat_Con

Re: ITSM 7.6.04 - User Permissions

[Tauf Chowdhury]

How did you delete the permissions? Are the records deleted from CTM
People permission groups form?

Sent from my iPhone

On Nov 9, 2012, at 8:52 PM, "Sanford, Claire"
 wrote:

> I thought I was being clever and deleted the Application License info from 
> about 10 users records.  I wanted to make a wholesale change rather than do 
> them one at a time.
>
> The problem is that the system is now telling me I have exceeded my license 
> count and won't let me assign them the licenses.
> I know I have them available because 5 of the 10 had them already.
>
> What do I need to do to fix this?  Of course it is Friday evening and support 
> has gone home!
>
> ITSM 7.6.04 SP2
> ARS 7.6.04 SP3
> Oracle 11.2.0.3.0 - 64bit Production
> Win 2008 Server
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> claire.sanf...@memorialhermann.org
>
>
>
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Re: ITSM 7.6.04 - User Permissions

[Hugo Ruesga]

Hi Claire;

I suggest you to go direct to the user form and query by License type and try 
to override what you did, also as Tauf says, go to CTM People permission form 
and query records for the users you modified, and manually delete duplicate 
records if any.

Cheers

Hugo Ruesga
Systems Software Consultant / BMC Certified
Enviado desde mi iPad

El 09/11/2012, a las 19:51, "Sanford, Claire" 
 escribió:

> I thought I was being clever and deleted the Application License info from 
> about 10 users records.  I wanted to make a wholesale change rather than do 
> them one at a time.
> 
> The problem is that the system is now telling me I have exceeded my license 
> count and won't let me assign them the licenses.
> I know I have them available because 5 of the 10 had them already.
> 
> What do I need to do to fix this?  Of course it is Friday evening and support 
> has gone home!
> 
> ITSM 7.6.04 SP2
> ARS 7.6.04 SP3
> Oracle 11.2.0.3.0 - 64bit Production
> Win 2008 Server
> 
> Claire Sanford 
> Information Systems Division 
> Memorial Hermann Healthcare System
> claire.sanf...@memorialhermann.org 
> 
> 
> 
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Re: ITSM 7.6.04 - User Permissions

[Sanford, Claire]

They are correct in the CTM:People Permissions Group form, but when I try to 
put them back in the User form, they tell me there are not enough licenses.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Friday, November 09, 2012 8:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 - User Permissions

How did you delete the permissions? Are the records deleted from CTM
People permission groups form?

Sent from my iPhone

On Nov 9, 2012, at 8:52 PM, "Sanford, Claire"
 wrote:

> I thought I was being clever and deleted the Application License info from 
> about 10 users records.  I wanted to make a wholesale change rather than do 
> them one at a time.
>
> The problem is that the system is now telling me I have exceeded my license 
> count and won't let me assign them the licenses.
> I know I have them available because 5 of the 10 had them already.
>
> What do I need to do to fix this?  Of course it is Friday evening and support 
> has gone home!
>
> ITSM 7.6.04 SP2
> ARS 7.6.04 SP3
> Oracle 11.2.0.3.0 - 64bit Production
> Win 2008 Server
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> claire.sanf...@memorialhermann.org
>
>
>
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Re: ITSM 7.6.04 - User Permissions

[Brian Pancia]

Try removing the licenses from their people form record and then add the
users back in.  You could also try adding more user licenses temporarily.
Once you get the users back in you could remove the extra licenses.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Friday, November 09, 2012 10:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 - User Permissions

They are correct in the CTM:People Permissions Group form, but when I try to
put them back in the User form, they tell me there are not enough licenses.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Friday, November 09, 2012 8:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 - User Permissions

How did you delete the permissions? Are the records deleted from CTM People
permission groups form?

Sent from my iPhone

On Nov 9, 2012, at 8:52 PM, "Sanford, Claire"
 wrote:

> I thought I was being clever and deleted the Application License info from
about 10 users records.  I wanted to make a wholesale change rather than do
them one at a time.
>
> The problem is that the system is now telling me I have exceeded my
license count and won't let me assign them the licenses.
> I know I have them available because 5 of the 10 had them already.
>
> What do I need to do to fix this?  Of course it is Friday evening and
support has gone home!
>
> ITSM 7.6.04 SP2
> ARS 7.6.04 SP3
> Oracle 11.2.0.3.0 - 64bit Production
> Win 2008 Server
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> claire.sanf...@memorialhermann.org
>
>
>
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