Re: Return Function

[itsm.support]

Hi, 

 

The Error code ‘ARERR 44889’ is related to following two filters

 

‘CTM:PPL:VerifyManageInfo_142_Msg’ & ‘FIN:FCP:ValidateCCOwner_03’

 

You can either Disable filter (CTM:PPL:VerifyManageInfo_142_Msg) if you do not 
want to provide the Managers's Login ID 

OR 

Try manipulating below Run if condition as per your requirement:

 

(('ManagerLoginID' != $NULL$) AND ('ManagersName' != $NULL$) AND 
(('ManagersName' != 'DB.ManagersName') OR ('ManagerLoginID' != 
'DB.ManagerLoginID')) AND ('z1D Char01' = $NULL$)) OR (('ManagerLoginID' 

= $NULL$) AND ('ManagersName' != $NULL$))

 

HTH

--

Regards,

Pabitra

 

Vyom Labs Pvt. Ltd.

BSM Solutions & Services || ITIL Consulting & Training

Email: [hidden email]  || 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 rajkiran Alle
Sent: Wednesday, January 30, 2013 11:58 PM
To: arslist@ARSLIST.ORG
Subject: Return Function

 

Hi,

 

I am creating a escalation to copy LDAP data to People form, In that process i 
am getting following error as i am copying ManagerName to People form without 
MangerLoginID. I know that this error occurs because either am not pressing the 
Enter after entering the Manger Name or am not copying the MangerLoginID. I do 
have only MangerName in my Vendor form.

 

Is there anyway i can insert the Return Function to include in the code so that 
after copying the MangerName it performs the Return Function automatically?

 

 

ARERR 44889  The Manager Information entered is not valid. Use the return 
function on the Manager's Name field to retrieve the Manager's Name and Login 
ID information.

 

Thanks.

 

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Midtier 8.0, ARS 8.0 form page tab permission display issues

[patchsk]

We upgraded our (ARS7.1, Midtier 7.5) to (ARS 8.0, MT 8.0)  in linux(no 
ITSM, all custom apps)  with oracle and is currently in UAT.
We are intermittently seeing some permission related issues where some page 
tabs are displaying to users that should not be seeing those.
The thick client is working fine(thought no more supported) all the time so 
I am thinking it might be midtier messing up group permission based cache.
We tried flushing/deleting IE cache, deleting  miditer arsys folder and 
recreating it, rebooting the servers.
For some time it works but then these issues prop up again  where users 
start seeing tabs and fields that they should not be.
The work around so far for us is to create active links to hide these tabs 
 based on group permissions on page load but it is huge work to cover all 
forms.
We are thinking of downgrading midtier to verion 7.6.04 against ARS 8.0. 
But just wondering what other issues it could cause due to version mismatch.
This is the only stumbling block for us before we get sign off from users. 
So hoping to find any valuable information.

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Re: No data in Window Open on the web - works in User Tool

[Arkadiusz Bryndza]

Try to use Display Directly instead of Display window type.

Ark


2013/1/30 Bob 

> I have an active link that opens a form, passing the Request ID.
> In the user tool, this work perfectly, every time, opening the form with
> the proper record data.
>
> On the web, both IE and Firefox this fails.
> The form opens but no data is showing up.
>
> Has anyone else experienced similar issues?
>
>
> ActiveLink:
>
> Qualification   (’col_OrderRID’ != $NULL$) AND ($VUI$ = “Customer”)
>
> If Actions ( 1 )
> Open Window Action:
> Window Type : Display
> Server Name : cgus.
> Form Name : OM:Orders
> Form View : Customer
> Qualification : ’1’ = $col_OrderRID$
> If No Request Matches, Do Not Show Any Message
> Sort Info:
>
>
> SYSTEM INFORMATION:
>
> Remedy ARS ver 7.6.04 SP3 201201302357
>
> Mid Tier Version 7.6.04 SP3 201201302357
> Installation Directory /opt/bmc/ARSystem/midtier
> Web Server Information Apache Tomcat/6.0.20
> Operating System Name Linux
> Java Version 1.7.0
>
> Any assistance would be appreciated.
> Thank you,
> Bob
>
>
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Re: Deleting default AR companies

[Arkadiusz Bryndza]

If you use your own Foundation data (operating company, location,
categorization, _categorization-company associations_ ...) - you can delete
sample data, there's no negative impact.
The tricky part is to understand all the forms the foundation data is
stored in and to delete ...only sample data.

-Ark

2013/1/30 Jared L. Dean 

> **
>
> I figured I would send this question out to the listers. I have heard that
> deleting the default company (Calbro Services) can cause negative impacts
> on AR. 
>
> ** **
>
> If this is true, can you hide the default companies?
>
> ** **
>
> *Regards,*
>
> Jared L. Dean
>
> ITC Process Lead, Accenture Federal CSG 
>
> *Accenture Defense & Public Safety: From Insights to Outcomes  * 
>
> Office: 571 258-6808
>
> Mobile: 540 671-1556
>
> ** **
>
> *[image: Description: Description: Description: HPD_1X_small_gry]*
>
> ** **
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Reconciliation Rules for 8.0 - RESOLVED

[Thad Esser]

Mike was able to nudge me in the right direction.  The difference is that
we now have "Standard Identification Rules", so they don't need to be dealt
with beyond creating a job to use them (that is, unless you want to modify
them).

Configuring Standard Identification
Rules

Thanks Mike,
Thad

On Wed, Jan 30, 2013 at 1:18 PM, Mike Tomasiewicz (ConAgra Foods) <
mike.tomasiew...@conagrafoods.com> wrote:

> **
>
> I guess I need a better description of what rules you are referring to?
> ADDM controls what gets synced and how, you need to configure the datasets
> for precedence, and create the identification and merge job.  Many of the
> preconfigured rules from TD and earlier version just added additional
> complexities to the environment.  You may need them if you have multiple
> sources of truth that have attribute contention, but for a straight
> integration between ADDM and the CMDB the OOTB configuration will suffice.
> Just follow the guide.
>
> ** **
>
> .: Mike T :.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Thad Esser
> *Sent:* Wednesday, January 30, 2013 2:09 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Reconciliation Rules for 8.0
>
> ** **
>
> ** 
>
> Ugh, the wiki docs.
>
> ** **
>
> So I had read through that, and just re-read it but still didn't see what
> I expected to find.  All the stuff I'm seeing is about modifying existing
> rules, but our system doesn't have any for me to start with.  The list of
> what needs to be modified doesn't seem comprehensive enough to trust its
> completeness (our current system has specific rules BMC_COMPUTERSYSTEM, but
> the list of rules to modify doesn't include that).  All the links point to
> generic "how to add recon rules", but I'm not seeing any that give the list
> of rules that should exist.
>
> I guess the basic question is - were your reconciliation rules installed
> for you by one of the installations, or did you have to manually build them
> (either from scratch or by referencing a doc somewhere)?
>
> ** **
>
> Thanks,
>
> Thad
>
> ** **
>
> On Wed, Jan 30, 2013 at 11:24 AM, Mike Tomasiewicz (ConAgra Foods) <
> mike.tomasiew...@conagrafoods.com> wrote:
>
> ** 
>
> Thad,
>
>  
>
> Start here … it should be everything you need.
> http://discovery.bmc.com/confluence/display/90/Preparing+BMC+Atrium+CMDB+for+synchronization
> 
>
>  
>
> .: Mike T :.
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Thad Esser
> *Sent:* Wednesday, January 30, 2013 1:15 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Reconciliation Rules for 8.0
>
>  
>
> ** 
>
> Hi,
>
>  
>
> We are in the middle of getting ADDM and CMDB working for our upgrade
> project (using all new environments), and there aren't any reconciliation
> rules pre-defined in the CMDB.  Way back when, when we originally installed
> Topology Discovery 1.6 and CMDB 2.1, the recon rules came in as part of the
> TD install.
>
>  
>
> So was a step missed along the way, or is it now up to us to create them
> from scratch?  Any pointers or references are appreciated.
>
>  
>
> ARS 8.0/ITSM 8.0
>
> CMDB 8.0
>
> ADDM 9.0
>
>  
>
> Thanks,
>
> Thad
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>
> ** **
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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No data in Window Open on the web - works in User Tool

[Bob]

I have an active link that opens a form, passing the Request ID.
In the user tool, this work perfectly, every time, opening the form with the 
proper record data.

On the web, both IE and Firefox this fails.
The form opens but no data is showing up.

Has anyone else experienced similar issues?


ActiveLink:

Qualification   (’col_OrderRID’ != $NULL$) AND ($VUI$ = “Customer”)
 
If Actions ( 1 )
Open Window Action:
Window Type : Display
Server Name : cgus.
Form Name : OM:Orders
Form View : Customer
Qualification : ’1’ = $col_OrderRID$
If No Request Matches, Do Not Show Any Message
Sort Info:
 

SYSTEM INFORMATION:

Remedy ARS ver 7.6.04 SP3 201201302357

Mid Tier Version 7.6.04 SP3 201201302357 
Installation Directory /opt/bmc/ARSystem/midtier 
Web Server Information Apache Tomcat/6.0.20 
Operating System Name Linux 
Java Version 1.7.0 

Any assistance would be appreciated.
Thank you,
Bob

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Re: Remedy ITSM 7.6.4 - SRM

[Alan Truelove]

Thanks--I have pretty good experience w OnDemand having used it for 6 mo, & I 
was able to write up an evaluation---but
thanks anyway!





 From: "Easter, David" 
To: arslist@ARSLIST.ORG 
Sent: Wednesday, January 30, 2013 3:28 PM
Subject: Re: Remedy ITSM 7.6.4  -  SRM
 

** 
It’s 8.0.00 – but you could use the instant Remedy OnDemand demo available:
 
http://go.bmc.com/forms/ESM_ROD_Trial_Sept2012
 
You do have to put in all your contact info, but once you do it immediately 
becomes available – i.e. you do not have to wait for sales person to contact 
you or have it set up by a BMC employee.
 
-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 Sanford, Claire
Sent: Wednesday, January 30, 2013 11:38 AM
To: arslist@ARSLIST.ORG
Subject: Remedy ITSM 7.6.4 - SRM
 
** 
Does anyone out in the wild, wild Remedy SRM world have a live functioning SRM 
system that we can look at?  Not a site visit, just look at your screens and 
your functionality.
 
I keep hitting walls where I say “yes, you can do this in SRM” and someone else 
says “No, you can’t” and I know you can.
 
I just want to be able to show them a real live system that people have put 
some thought into rather than the samples that are in the system to begin with.
 
Thank you!
 
 
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 
 
 
_ARSlist: "Where the Answers Are" and have been for 20 years_ 
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Re: Outlook stripping carriage returns

[Joe D'Souza]

Or just educate users to:



This restores the line breaks.

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, January 30, 2013 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Outlook stripping carriage returns

The answer I have always used (I think from Microsoft) is to end each line
with 3 spaces

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Wednesday, January 30, 2013 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Outlook stripping carriage returns

William,
I have often been bothered by this phenomenon, so I decided to do some
googling for you to find your answer.  According to a post on stackoverflow
(http://stackoverflow.com/questions/136052/how-do-i-format-a-string-in-an-em
ail-so-outlook-will-print-the-line-breaks), there are several 'tricks' that
can be used to prevent outlook from stripping your enters.

1 - You can end each line with a punctuation (.? Etc)
2 - Start each line with two space characters
3 - end each line with a tab character
4 - put dbl lines between each row instead of just one enter...use two

There are also some other characters that are reported to work, but those
seem to be the ones that are most commonplease report back any success
:)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Wednesday, January 30, 2013 10:19 AM
To: arslist@ARSLIST.ORG
Subject: Outlook stripping carriage returns

** 

Hi all -

This is not really a problem so much as an annoyance.  And it's not actually
a Remedy issue so I guess it's technically OT but it's closely related.

Occasionally we will update the notification text of an email notification -
from something like this:

Incident #: #Incident Number#

Assigned Group: #Assigned Group#

to maybe something like this with a new line in it:

Incident #: #Incident Number#

Priority: #Priority#

Assigned Group: #Assigned Group#

The content doesn't matter - what does matter is that Outlook will
arbitrarily decide that we didn't actually want a new line where we put it.
When you view the message (sent as plain text) Outlook will have a note at
the top of the email window saying "Extra line breaks in this message were
removed".  This almost always happens at the point where we added the new
line, so the final email looks like this:

Incident #: Inc123

Priority: HighAssigned Group: Tier 1

Anyone know of a clever way to prevent this?  You can actually click on the
notice in the window in Outlook and it will restore the carriage returns -
but I think this is actually happening in Exchange because our mobile users
see everything squished like the above.

Thanks in advance...

William Rentfrow
wrentf...@stratacominc.com
Office: 715-204-3061
Cell: 715-398-5056


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Re: CA Signed Certificates for Dashboards 7.6.05 (UNCLASSIFIED)

[Jason Miller]

Update to my last post... After reading John's reply I realized the
password that is sometimes required is "changeit" not "changeme."

Jason


On Wed, Jan 30, 2013 at 12:25 PM, John Baker  wrote:

> Hello
>
> Look for a file called server.xml in the Tomcat installation. That'll may
> contain some SSL related stuff, ie.
>
>   clientAuth="true" port="8443" minSpareThreads="5" maxSpareThreads="75"
>enableLookups="true" disableUploadTimeout="true"
>acceptCount="100" maxThreads="200"
>scheme="https" secure="true" SSLEnabled="true"
>keystoreFile="${catalina.home}**/conf/server.jks"
>keystoreType="JKS" keystorePass="changeit"
>truststoreFile="${catalina.**home}/conf/server.jks"
>truststoreType="JKS" truststorePass="changeit"
>SSLVerifyClient="require" SSLEngine="on" SSLVerifyDepth="2"
> sslProtocol="TLS"
>   />
>
> I guess you'd want to configure your cert there.
>
>
> John
> --
> SSO Plugin for BMC ITSM, Kinetic, and more.
> http://www.**javasystemsolutions.com/jss/**ssoplugin
>
> __**__**
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>

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Re: Certificate Assistance

[Jason Miller]

Just to make sure I am following you...  Thawte sent you a jks
keystorefile with the cert and chain in it?

If this is the case can you just replace the Tomcat keystore with this
keystore?  They are both Java keystores correct?

You *may* have to change the Thawte keystore password to changeme,  I have
encountered some versions of TC that require that specific
keystorepassword and others that allow you to specify the password in
the
config.

Either way I'll mention a cool free tool that adds a GUI to many aspects of
cert/keystore management.  KeyStore Explorer is free (unfortunately not
currently being developed): http://www.lazgosoftware.com/kse/index.html

I found this tool after figuring out the process of requesting/exporting a
cert and chain from an internal MS CA, converting it and importing into the
TC keystore using OpenSSL and keytool.  Just for fun and to test the tool I
downloaded KeyStore Explorer and created a brand new TC keystore with the
MS CA certs/chain in a matter of clicks.

Jason


On Wed, Jan 30, 2013 at 8:13 AM, Myers, Scott
wrote:

> **
>
> Hi all,
>
> ** **
>
> I am trying to apply a certificate from Thawte to a Mid-Tier.  The cert I
> have used is a wildcard that is currently in a jks file.  When I export the
> crt from the jks, it is losing the chain.  That flags as a warning on the
> website as “The site's security certificate is not trusted.”  
>
> ** **
>
> I’m using a Linux Red Hat op system and have tried various methods of
> openssl and keytool apps.
>
> ** **
>
> Any suggestions?
>
> Scott
>
> ** **
>
>
>
> This email is subject to certain disclaimers, which may be reviewed via
> the following link. http://compass-usa.com/Pages/Disclaimer.aspx
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Remedy ITSM 7.6.04 - Change Management - ARERR 1441156 - RESOLVED!

[Sanford, Claire]

Open the filter CHG:CRQ:ValidateRqst_155 and create overlay and add one more 
set field in that.



z1D Char01  $Person ID$



from the same form (Current Transaction)  The filter already contains the set 
field from people form.



Remember, there are two entries z1d Char01 and z1D_Char01. Please select the 
one containing space in between.
_
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]
 On Behalf Of Sanford, Claire
Sent: Monday, January 28, 2013 10:48 AM
To: 
arslist@ARSLIST.ORG
Subject: Remedy ITSM 7.6.04 - Change Management - ARERR 1441156

**

Anyone else get this error message when creating a Change Request?



The selected Change Requester is not valid. Use the Return function on the Last 
Name, First Name, or Phone Number fields to retrieve the Requester's 
information. (ARERR 1441156)



The Last Name, First Name, and Phone Number fields are hidden (BMC's workflow).



I have modified his permissions, he has "Change User" license and a floating 
license.  He has Change Coordinator as a Role.



I have several people who are getting this message.  Any ideas?




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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Private and confidential as detailed 
here. If you cannot access 
hyperlink, please e-mail sender.
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Re: Reconciliation Rules for 8.0

[Mike Tomasiewicz (ConAgra Foods)]

I guess I need a better description of what rules you are referring to?  ADDM 
controls what gets synced and how, you need to configure the datasets for 
precedence, and create the identification and merge job.  Many of the 
preconfigured rules from TD and earlier version just added additional 
complexities to the environment.  You may need them if you have multiple 
sources of truth that have attribute contention, but for a straight integration 
between ADDM and the CMDB the OOTB configuration will suffice.  Just follow the 
guide.

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: Wednesday, January 30, 2013 2:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Reconciliation Rules for 8.0

**
Ugh, the wiki docs.

So I had read through that, and just re-read it but still didn't see what I 
expected to find.  All the stuff I'm seeing is about modifying existing rules, 
but our system doesn't have any for me to start with.  The list of what needs 
to be modified doesn't seem comprehensive enough to trust its completeness (our 
current system has specific rules BMC_COMPUTERSYSTEM, but the list of rules to 
modify doesn't include that).  All the links point to generic "how to add recon 
rules", but I'm not seeing any that give the list of rules that should exist.

I guess the basic question is - were your reconciliation rules installed for 
you by one of the installations, or did you have to manually build them (either 
from scratch or by referencing a doc somewhere)?

Thanks,
Thad

On Wed, Jan 30, 2013 at 11:24 AM, Mike Tomasiewicz (ConAgra Foods) 
mailto:mike.tomasiew...@conagrafoods.com>> 
wrote:
**
Thad,

Start here ... it should be everything you need.  
http://discovery.bmc.com/confluence/display/90/Preparing+BMC+Atrium+CMDB+for+synchronization

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: Wednesday, January 30, 2013 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Reconciliation Rules for 8.0

**
Hi,

We are in the middle of getting ADDM and CMDB working for our upgrade project 
(using all new environments), and there aren't any reconciliation rules 
pre-defined in the CMDB.  Way back when, when we originally installed Topology 
Discovery 1.6 and CMDB 2.1, the recon rules came in as part of the TD install.

So was a step missed along the way, or is it now up to us to create them from 
scratch?  Any pointers or references are appreciated.

ARS 8.0/ITSM 8.0
CMDB 8.0
ADDM 9.0

Thanks,
Thad
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Remedy ITSM 7.6.4 - SRM

[Sanford, Claire]

That would be perfect!!
Thank you David!!


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Wednesday, January 30, 2013 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy ITSM 7.6.4 - SRM

**
It's 8.0.00 - but you could use the instant Remedy OnDemand demo available:

http://go.bmc.com/forms/ESM_ROD_Trial_Sept2012

You do have to put in all your contact info, but once you do it immediately 
becomes available - i.e. you do not have to wait for sales person to contact 
you or have it set up by a BMC employee.

-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 Sanford, Claire
Sent: Wednesday, January 30, 2013 11:38 AM
To: arslist@ARSLIST.ORG
Subject: Remedy ITSM 7.6.4 - SRM

**
Does anyone out in the wild, wild Remedy SRM world have a live functioning SRM 
system that we can look at?  Not a site visit, just look at your screens and 
your functionality.

I keep hitting walls where I say "yes, you can do this in SRM" and someone else 
says "No, you can't" and I know you can.

I just want to be able to show them a real live system that people have put 
some thought into rather than the samples that are in the system to begin with.

Thank you!


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


_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: OT: Mid Tier cache issue with in-line forms.

[Peter Romain]

Glad to help!

 

I had the same frustration before I finally saw that option. After that the
cache clearing became a dream!

 

I'm planning to go to RUG this year so get the moths out of your wallet!

 

Cheers

 

Peter

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: 29 January 2013 23:51
To: arslist@ARSLIST.ORG
Subject: Re: OT: Mid Tier cache issue with in-line forms.

 

** 

Ha! That is it!

 

I never paid enough attention to that option.  It was checked so I figured
those things listed would be deleted like the other options.  I didn't
realize it was the inverse of "Delete Browsing History."

 

So much better...  Now a simple Sync Cache in MT and clear the browser cache
with that option unchecked.

 

I owe you are few beers the next time we meet up at WWRUG.

 

Jason

 

 

On Tue, Jan 29, 2013 at 2:41 PM, Peter Romain
 wrote:

** 

When you go to flush your browser cache are you clearing the 'Preserve
Favorites website data' which is normally checked (I'm looking at IE9 to get
the name of this field) ?

 

If you don't do this and you have your mid-tier login page as a favourite
then IE won't clear that page.

 

I am seeing the same on a heavily locked down desktop with IE6 which clears
its cache on closing. The only way to clear mid-tier here is to remove
mid-tier from the favourites before closing it.

 

Cheers

 

Peter

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brent Goodman
Sent: 29 January 2013 22:25
To: arslist@ARSLIST.ORG
Subject: Re: OT: Mid Tier cache issue with in-line forms.

 

** 

We had the exact same issue in our environment. Flushed the cache on both
mid-tier servers, flushed browser, but still old details.

 

Brought mid-tier down, deleted the cache folder contents, and started
everything back up. Same issue.

 

The quick solution that worked for us was to just uninstall and re-deploy.
Takes us only a few minutes to get everything re-deployed. Haven't had any
further problems.

 

No idea where the cached files were sitting. The redeploy would have
invalidated any of the browser stuff, so that took care of the entire user
base in one shot.

 


Sent from my iPhone


On 2013-01-29, at 12:49 PM, Jason Miller  wrote:

** 

This is nutty.  I restarted ARS, Tomcat, killed the cache in ..\BMC
Software\ARSystem\midtier\cache (assuming that is the correct location) on
the tomcat server, cleared the browser cache and closed the browser
complete.  Started everything fresh and still get the old AL behavior in the
in-line Work Order.

 

I guess next thing is to remove the AR Server from the MT config so it will
completely dump the server?  And submit this to BMC of course :)

 

Anybody have any other ideas?

 

Jason

 

On Tue, Jan 29, 2013 at 12:39 PM, Jason Miller 
wrote:

I changed the subject from "[EXTERNAL] Garbled User tool screens" since I am
going off on a tangent.

 

I finally got the new version of the def kind of.

 

Background... I am modifying a custom AL on WOI:WorkOrder.  I opened the
Work Order form directly in another tab (IE 8) to get the new definition.
The kind of part is logged in with the same user in the same browser
instance but another tab I open the WO form via the SHR:LandingConsole and
the AL still has the old behavior.  To rule out tabs I open the
SHR:LandingPage in the tab that worked and the old behavior comes back.

 

I have notice caching issues with in-line forms before but was hoping the
cache tools would do the trick.  In the past (7.6.04) flushing the cache,
clearing my browser cache and opening the form directly in another tab makes
the in-line version behave correctly.  Not so much today (first I have
really tried with 8.0).

 

Jason

 

On Tue, Jan 29, 2013 at 12:10 PM, Jason Miller 
wrote:

Hi Rick,

 

Where are the files you are deleting on the MT server?  I am clearing ..\BMC
Software\ARSystem\midtier\cache but the MT is still not serving up the most
recent version of an AL I modified.

 

I have flushed the cache, cleared the browser cache and stopped TC to delete
the cache files.

 

ARS/MT 8.0

 

Jason

 

On Tue, Jan 22, 2013 at 9:37 PM, Rick Westbrock  wrote:

We have seen a similar problem in the mid-tier, instead of flushing the
cache we now stop Tomcat to delete the cache files manually then restart
Tomcat. Rebuilding all the cache files from start seems to resolve the
issues (which were users having problems with fields and workflow after an
MT cache flush).

-Rick

___
Rick Westbrock



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Tuesday, January 22, 2013 7:57 AM
To: arslist@ARSLIST.ORG

Subject: Re: [EXTERNAL] Garbled User tool screens

Mary:

Not specifically, but we have seen various random weird behaviors with forms
accessed via the User Tool, usually after we've made

Email Engine questions

[John Baker]

It's fairly bad news to run arsystem or any other third party 
application as root :-) Dodgy workflow, run process on server side, rm 
-rf /usr ... ooops.


I remember watching a consultant run the AR System 6.0 (I think) 
installer at a London bank, which deleted /bin on a hosted machine. The 
installation script had some kind of "continue from" feature, but having 
grown organically over many years, it wasn't checking environment 
variables and a stray rm -rf $LOCATION/bin resulted in rm -rf /bin. The 
bank was very cross :)



John

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Re: Remedy ITSM 7.6.4 - SRM

[Easter, David]

It's 8.0.00 - but you could use the instant Remedy OnDemand demo available:

http://go.bmc.com/forms/ESM_ROD_Trial_Sept2012

You do have to put in all your contact info, but once you do it immediately 
becomes available - i.e. you do not have to wait for sales person to contact 
you or have it set up by a BMC employee.

-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 Sanford, Claire
Sent: Wednesday, January 30, 2013 11:38 AM
To: arslist@ARSLIST.ORG
Subject: Remedy ITSM 7.6.4 - SRM

**
Does anyone out in the wild, wild Remedy SRM world have a live functioning SRM 
system that we can look at?  Not a site visit, just look at your screens and 
your functionality.

I keep hitting walls where I say "yes, you can do this in SRM" and someone else 
says "No, you can't" and I know you can.

I just want to be able to show them a real live system that people have put 
some thought into rather than the samples that are in the system to begin with.

Thank you!


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


_ARSlist: "Where the Answers Are" and have been for 20 years_

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CA Signed Certificates for Dashboards 7.6.05 (UNCLASSIFIED)

[John Baker]

Hello

Look for a file called server.xml in the Tomcat installation. That'll 
may contain some SSL related stuff, ie.


 SSLVerifyClient="require" SSLEngine="on" SSLVerifyDepth="2" 
sslProtocol="TLS"

  />

I guess you'd want to configure your cert there.


John
--
SSO Plugin for BMC ITSM, Kinetic, and more.
http://www.javasystemsolutions.com/jss/ssoplugin

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Re: Reconciliation Rules for 8.0

[Thad Esser]

Ugh, the wiki docs.

So I had read through that, and just re-read it but still didn't see what I
expected to find.  All the stuff I'm seeing is about modifying existing
rules, but our system doesn't have any for me to start with.  The list of
what needs to be modified doesn't seem comprehensive enough to trust its
completeness (our current system has specific rules BMC_COMPUTERSYSTEM, but
the list of rules to modify doesn't include that).  All the links point to
generic "how to add recon rules", but I'm not seeing any that give the list
of rules that should exist.

I guess the basic question is - were your reconciliation rules installed
for you by one of the installations, or did you have to manually build them
(either from scratch or by referencing a doc somewhere)?

Thanks,
Thad


On Wed, Jan 30, 2013 at 11:24 AM, Mike Tomasiewicz (ConAgra Foods) <
mike.tomasiew...@conagrafoods.com> wrote:

> **
>
> Thad,
>
> ** **
>
> Start here … it should be everything you need.
> http://discovery.bmc.com/confluence/display/90/Preparing+BMC+Atrium+CMDB+for+synchronization
> 
>
> ** **
>
> .: Mike T :.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Thad Esser
> *Sent:* Wednesday, January 30, 2013 1:15 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Reconciliation Rules for 8.0
>
> ** **
>
> ** 
>
> Hi,
>
> ** **
>
> We are in the middle of getting ADDM and CMDB working for our upgrade
> project (using all new environments), and there aren't any reconciliation
> rules pre-defined in the CMDB.  Way back when, when we originally installed
> Topology Discovery 1.6 and CMDB 2.1, the recon rules came in as part of the
> TD install.
>
> ** **
>
> So was a step missed along the way, or is it now up to us to create them
> from scratch?  Any pointers or references are appreciated.
>
> ** **
>
> ARS 8.0/ITSM 8.0
>
> CMDB 8.0
>
> ADDM 9.0
>
> ** **
>
> Thanks,
>
> Thad
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Remedy ITSM 7.6.4 - SRM

[Pierson, Shawn]

I might be able to help if you can offer more specifics of what roadblocks you 
are running into.  If something more formal were required I could speak with my 
management about inviting you all in to compare notes on our two organizations' 
wins and pain points with Remedy including SRM.  We haven't taken the "correct" 
approach of doing a wholesale self-service initiative and starting with the 
most common types of requests and such, but we do have several different SRM 
forms out there.  Basically, we took the standpoint of piloting with requests 
that the Remedy team would receive and then some other application groups that 
really wanted it, and we're continuing to expand from there.

>From a technology standpoint, I have one AIF that does lookups against Asset 
>Management for software contracts as well as dynamically leveraging different 
>Task Group Templates based on criteria determined within the service request.  
>A colleague has been working on a custom Approval process for a type of 
>service request for one of our business users.  We have several "vanilla" SRDs 
>out there that have just a few questions that people answer, but another twist 
>is that several of these are linked to from SharePoint so end users for 
>specific applications can go to the right page on the Intranet then click a 
>button or hyperlink and instantly report an issue (we have JSS SSO in place to 
>bypass logging in.)

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Wednesday, January 30, 2013 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Remedy ITSM 7.6.4 - SRM

**
Does anyone out in the wild, wild Remedy SRM world have a live functioning SRM 
system that we can look at?  Not a site visit, just look at your screens and 
your functionality.

I keep hitting walls where I say "yes, you can do this in SRM" and someone else 
says "No, you can't" and I know you can.

I just want to be able to show them a real live system that people have put 
some thought into rather than the samples that are in the system to begin with.

Thank you!


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


_ARSlist: "Where the Answers Are" and have been for 20 years_

Private and confidential as detailed here: 
http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot access the 
link, please e-mail sender.

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Re: Remedy ITSM 7.6.4 - SRM

[John Sundberg]

Maybe the issue is not really "yes you can" vs "no you can't" -- but more
of a "how" issue.

You CAN ride a tricycle across the United States - the question is - do you
want to?

So - things may be "doable" -- but is it crazy to pull it off???

-John




On Wed, Jan 30, 2013 at 1:37 PM, Sanford, Claire <
claire.sanf...@memorialhermann.org> wrote:

> **
>
> Does anyone out in the wild, wild Remedy SRM world have a live functioning
> SRM system that we can look at?  Not a site visit, just look at your
> screens and your functionality.
>
> ** **
>
> I keep hitting walls where I say “yes, you can do this in SRM” and someone
> else says “No, you can’t” and I know you can.
>
> ** **
>
> I just want to be able to show them a real live system that people have
> put some thought into rather than the samples that are in the system to
> begin with.
>
> ** **
>
> Thank you!
>
> ** **
>
> ** **
>
> 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 
>
> ** **
>
> 
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 

*John Sundberg*
Kinetic Data, Inc.
"Your Business. Your Process."

*Save The Date! *Second Annual KEG (Kinetic Enthusiasts Group)
Feb. 25th - March 1st in Denver, CO. For more information click here -
KEG

651-556-0930 I john.sundb...@kineticdata.com
www.kineticdata.com I community.kineticdata.com

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Re: Remedy ITSM 7.6.4 - SRM

[Roger J]

The addition of the Abydos Process Designer has extended the ability to do even 
more things with SRM. The main issue is not looking at someones SRM it is 
capturing the Process and then building it.


-Original Message-
From: Sanford, Claire 
To: arslist 
Sent: Wed, Jan 30, 2013 2:38 pm
Subject: Remedy ITSM 7.6.4  -  SRM


**
Does anyone out in the wild, wild Remedy SRM world have a live functioning SRM 
system that we can look at?  Not a site visit, just look at your screens and 
your functionality.
 
I keep hitting walls where I say “yes, you can do this in SRM” and someone else 
says “No, you can’t” and I know you can.
 
I just want to be able to show them a real live system that people have put 
some thought into rather than the samples that are in the system to begin with.
 
Thank you!
 
 
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
 

_ARSlist: "Where the Answers Are" and have been for 20 years_
 

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Remedy ITSM 7.6.4 - SRM

[Sanford, Claire]

Does anyone out in the wild, wild Remedy SRM world have a live functioning SRM 
system that we can look at?  Not a site visit, just look at your screens and 
your functionality.

I keep hitting walls where I say "yes, you can do this in SRM" and someone else 
says "No, you can't" and I know you can.

I just want to be able to show them a real live system that people have put 
some thought into rather than the samples that are in the system to begin with.

Thank you!


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: Reconciliation Rules for 8.0

[Mike Tomasiewicz (ConAgra Foods)]

Thad,

Start here ... it should be everything you need.  
http://discovery.bmc.com/confluence/display/90/Preparing+BMC+Atrium+CMDB+for+synchronization

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: Wednesday, January 30, 2013 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Reconciliation Rules for 8.0

**
Hi,

We are in the middle of getting ADDM and CMDB working for our upgrade project 
(using all new environments), and there aren't any reconciliation rules 
pre-defined in the CMDB.  Way back when, when we originally installed Topology 
Discovery 1.6 and CMDB 2.1, the recon rules came in as part of the TD install.

So was a step missed along the way, or is it now up to us to create them from 
scratch?  Any pointers or references are appreciated.

ARS 8.0/ITSM 8.0
CMDB 8.0
ADDM 9.0

Thanks,
Thad
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Deleting default AR companies

[Jared L. Dean]

I figured I would send this question out to the listers. I have heard that 
deleting the default company (Calbro Services) can cause negative impacts on AR.

If this is true, can you hide the default companies?

Regards,
Jared L. Dean
ITC Process Lead, Accenture Federal CSG
Accenture Defense & Public Safety: From Insights to Outcomes
Office: 571 258-6808
Mobile: 540 671-1556

[Description: Description: Description: HPD_1X_small_gry]


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<>

Reconciliation Rules for 8.0

[Thad Esser]

Hi,

We are in the middle of getting ADDM and CMDB working for our upgrade
project (using all new environments), and there aren't any reconciliation
rules pre-defined in the CMDB.  Way back when, when we originally installed
Topology Discovery 1.6 and CMDB 2.1, the recon rules came in as part of the
TD install.

So was a step missed along the way, or is it now up to us to create them
from scratch?  Any pointers or references are appreciated.

ARS 8.0/ITSM 8.0
CMDB 8.0
ADDM 9.0

Thanks,
Thad

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Re: Outlook stripping carriage returns

[Grooms, Frederick W]

The answer I have always used (I think from Microsoft) is to end each line with 
3 spaces

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Wednesday, January 30, 2013 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Outlook stripping carriage returns

William,
I have often been bothered by this phenomenon, so I decided to do some googling 
for you to find your answer.  According to a post on stackoverflow 
(http://stackoverflow.com/questions/136052/how-do-i-format-a-string-in-an-email-so-outlook-will-print-the-line-breaks),
 there are several 'tricks' that can be used to prevent outlook from stripping 
your enters.

1 - You can end each line with a punctuation (.? Etc)
2 - Start each line with two space characters
3 - end each line with a tab character
4 - put dbl lines between each row instead of just one enter...use two

There are also some other characters that are reported to work, but those seem 
to be the ones that are most commonplease report back any success :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Wednesday, January 30, 2013 10:19 AM
To: arslist@ARSLIST.ORG
Subject: Outlook stripping carriage returns

** 

Hi all -

This is not really a problem so much as an annoyance.  And it's not actually a 
Remedy issue so I guess it's technically OT but it's closely related.

Occasionally we will update the notification text of an email notification - 
from something like this:

Incident #: #Incident Number#

Assigned Group: #Assigned Group#

to maybe something like this with a new line in it:

Incident #: #Incident Number#

Priority: #Priority#

Assigned Group: #Assigned Group#

The content doesn't matter - what does matter is that Outlook will arbitrarily 
decide that we didn't actually want a new line where we put it.  When you view 
the message (sent as plain text) Outlook will have a note at the top of the 
email window saying "Extra line breaks in this message were removed".  This 
almost always happens at the point where we added the new line, so the final 
email looks like this:

Incident #: Inc123

Priority: HighAssigned Group: Tier 1

Anyone know of a clever way to prevent this?  You can actually click on the 
notice in the window in Outlook and it will restore the carriage returns - but 
I think this is actually happening in Exchange because our mobile users see 
everything squished like the above.

Thanks in advance...

William Rentfrow
wrentf...@stratacominc.com
Office: 715-204-3061
Cell: 715-398-5056

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Re: Return Function

[Longwing, LJ CTR MDA/IC]

The error is generic and doesn't actually mean you need to hit return, what it 
is saying is that not all of the values in question are 'valid' from its 
perspective.  So, you need to figure out what is causing the error to display, 
and then ensure that the values you are passing are 'valid'.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of rajkiran Alle
Sent: Wednesday, January 30, 2013 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Return Function

Hi,

I am creating a escalation to copy LDAP data to People form, In that process i 
am getting following error as i am copying ManagerName to People form without 
MangerLoginID. I know that this error occurs because either am not pressing the 
Enter after entering the Manger Name or am not copying the MangerLoginID. I do 
have only MangerName in my Vendor form.

Is there anyway i can insert the Return Function to include in the code so that 
after copying the MangerName it performs the Return Function automatically?


ARERR 44889 The Manager Information entered is not valid. Use the return 
function on the Manager's Name field to retrieve the Manager's Name and Login 
ID information.

Thanks.

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Return Function

[rajkiran Alle]

Hi,

I am creating a escalation to copy LDAP data to People form, In that process i 
am getting following error as i am copying ManagerName to People form without 
MangerLoginID. I know that this error occurs because either am not pressing the 
Enter after entering the Manger Name or am not copying the MangerLoginID. I do 
have only MangerName in my Vendor form.

Is there anyway i can insert the Return Function to include in the code so that 
after copying the MangerName it performs the Return Function automatically?


ARERR 44889 The Manager Information entered is not valid. Use the return 
function on the Manager's Name field to retrieve the Manager's Name and Login 
ID information.

Thanks.

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Re: Outlook stripping carriage returns

[Longwing, LJ CTR MDA/IC]

William,
I have often been bothered by this phenomenon, so I decided to do some googling 
for you to find your answer.  According to a post on stackoverflow 
(http://stackoverflow.com/questions/136052/how-do-i-format-a-string-in-an-email-so-outlook-will-print-the-line-breaks),
 there are several 'tricks' that can be used to prevent outlook from stripping 
your enters.

1 - You can end each line with a punctuation (.? Etc)
2 - Start each line with two space characters
3 - end each line with a tab character
4 - put dbl lines between each row instead of just one enter...use two

There are also some other characters that are reported to work, but those seem 
to be the ones that are most commonplease report back any success :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Wednesday, January 30, 2013 10:19 AM
To: arslist@ARSLIST.ORG
Subject: Outlook stripping carriage returns

** 

Hi all -

 

This is not really a problem so much as an annoyance.  And it's not actually a 
Remedy issue so I guess it's technically OT but it's closely related.

 

Occasionally we will update the notification text of an email notification - 
from something like this:

 

Incident #: #Incident Number#

Assigned Group: #Assigned Group#

 

to maybe something like this with a new line in it:

 

Incident #: #Incident Number#

Priority: #Priority#

Assigned Group: #Assigned Group#

 

The content doesn't matter - what does matter is that Outlook will arbitrarily 
decide that we didn't actually want a new line where we put it.  When you view 
the message (sent as plain text) Outlook will have a note at the top of the 
email window saying "Extra line breaks in this message were removed".  This 
almost always happens at the point where we added the new line, so the final 
email looks like this:

 

Incident #: Inc123

Priority: HighAssigned Group: Tier 1

 

Anyone know of a clever way to prevent this?  You can actually click on the 
notice in the window in Outlook and it will restore the carriage returns - but 
I think this is actually happening in Exchange because our mobile users see 
everything squished like the above.

 

Thanks in advance...

 

 

 

William Rentfrow

wrentf...@stratacominc.com

Office: 715-204-3061

Cell: 715-398-5056

 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

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"Where the Answers Are, and have been for 20 years"

Outlook stripping carriage returns

[William Rentfrow]

Hi all -

This is not really a problem so much as an annoyance.  And it's not actually a 
Remedy issue so I guess it's technically OT but it's closely related.

Occasionally we will update the notification text of an email notification - 
from something like this:

Incident #: #Incident Number#
Assigned Group: #Assigned Group#

to maybe something like this with a new line in it:

Incident #: #Incident Number#
Priority: #Priority#
Assigned Group: #Assigned Group#

The content doesn't matter - what does matter is that Outlook will arbitrarily 
decide that we didn't actually want a new line where we put it.  When you view 
the message (sent as plain text) Outlook will have a note at the top of the 
email window saying "Extra line breaks in this message were removed".  This 
almost always happens at the point where we added the new line, so the final 
email looks like this:

Incident #: Inc123
Priority: HighAssigned Group: Tier 1

Anyone know of a clever way to prevent this?  You can actually click on the 
notice in the window in Outlook and it will restore the carriage returns - but 
I think this is actually happening in Exchange because our mobile users see 
everything squished like the above.

Thanks in advance...



William Rentfrow
wrentf...@stratacominc.com
Office: 715-204-3061
Cell: 715-398-5056


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Re: Email Engine questions

[Sylvain YVON]

Aww arsystem was started as root. Was it intended ?
If so, you must start aremail as root too.
If not, you must stop arsystem, apply correct permissions to all log, lock
and conf files and restart properly.
 Le 30 janv. 2013 17:55, "Brittain, Mark"  a écrit :

> **
>
> This is what I get so I am reading it wrong the email engine is down. The
> emaild.stat reads "Email Engine is currently not up but has not been
> updated since October, so it not current.
>
> ** **
>
> root 28143 27983  0 Jan29 ?00:00:08 ./java -Xmx512m -classpath
> /opt/bmc/ARSystem/pluginsvr:/opt/bmc/ARSystem/pluginsvr/arpluginsvr7604_build002.jar
> com.bmc.arsys.pluginsvr.ARPluginServerMain -x itsm-ars-dev -i
> /opt/bmc/ARSystem
>
> root 28146 27983  0 Jan29 ?00:00:07 ./java -Xmx512m -classpath
> /opt/bmc/ARSystem/pluginsvr/fts:/opt/bmc/ARSystem/pluginsvr:/opt/bmc/ARSystem/pluginsvr/arpluginsvr7604_build002.jar:
> com.bmc.arsys.pluginsvr.ARPluginServerMain -x itsm-ars-dev -i
> /opt/bmc/ARSystem -m
>
> root 28149 27983  0 Jan29 ?00:00:37 java -Xmx512m
> com.bmc.arsys.pluginsvr.ARPluginServerMain -x itsm-ars-dev -i
> /opt/bmc/ARSystem
>
> root 28150 27983  0 Jan29 ?00:00:10 java -Xmx512m
> com.bmc.arsys.pluginsvr.ARPluginServerMain -x itsm-ars-dev -i
> /opt/bmc/ARSystem
>
> patrol   31159 31127  0 11:52 pts/000:00:00 grep java
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Sylvain YVON
> *Sent:* Wednesday, January 30, 2013 11:01 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Email Engine questions
>
> ** **
>
> ** 
>
> Hi,
>
> The email engine will be restarted automatically only if it was initially
> started by armonitor (cf armonitor.conf) and hasn't crashed 4 times in a
> row. Not sure if the latest is still true for version > 7.5 though.
>
> What do you do to check if it was restarted ? Did you look at the email
> log ? What does "ps -edf | grep java" give you ?
>
> As LJ said, are you trying to start it with the right user ?
>
> ** **
>
> ** **
>
> On Wed, Jan 30, 2013 at 4:51 PM, Longwing, LJ CTR MDA/IC <
> lj.longwing@mda.mil> wrote:
>
> Mark,
> Where you SU'd as the correct user when you issued the commands?  It may
> be a 'I'm already running' type of file, and may be owned by someone other
> than the user you ran the command as.
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
> Sent: Wednesday, January 30, 2013 8:49 AM
> To: arslist@ARSLIST.ORG
> Subject: Email Engine questions
>
> **
>
> Hi All,
>
>
>
> Working on my development server, I need to restart the email engine.
> Executed the emaild.sh stop command. The email engine stopped and did not
> restart as the guide said it would. Next I executed the emaild.sh start
> command and got the following:
>
>
>
> rm: remove write-protected regular file
> '/opt/bmc/ARSystem/AREmail/emaild.stat'?
>
>
>
> I have never seen this before and this file is not on 6.3. Anyone know
> what this file is used for and what the right answer is to the question.
>
>
>
> ARS 7.6.04 SP3
>
>
>
> Thanks
>
> Mark
>
>
>
>
>
> Mark Brittain
>
> Remedy Developer
>
> ITILv3 Foundation
>
> NaviSite - A Time Warner Cable Company
>
> mbritt...@navisite.com 
>
>
> Office: 315-453-2912 x5335
>
> Mobile: 315-882.5360
>
>
>
>
> 
>
> This e-mail is the property of NaviSite, Inc. It is intended only for the
> person or entity to which it is addressed and may contain information that
> is privileged, confidential, or otherwise protected from disclosure.
> Distribution or copying of this e-mail, or the information contained
> herein, to anyone other than the intended recipient is prohibited.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>
> ** **
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Email Engine questions

[Brittain, Mark]

This is what I get so I am reading it wrong the email engine is down. The 
emaild.stat reads "Email Engine is currently not up but has not been updated 
since October, so it not current.

root 28143 27983  0 Jan29 ?00:00:08 ./java -Xmx512m -classpath 
/opt/bmc/ARSystem/pluginsvr:/opt/bmc/ARSystem/pluginsvr/arpluginsvr7604_build002.jar
 com.bmc.arsys.pluginsvr.ARPluginServerMain -x itsm-ars-dev -i /opt/bmc/ARSystem
root 28146 27983  0 Jan29 ?00:00:07 ./java -Xmx512m -classpath 
/opt/bmc/ARSystem/pluginsvr/fts:/opt/bmc/ARSystem/pluginsvr:/opt/bmc/ARSystem/pluginsvr/arpluginsvr7604_build002.jar:
 com.bmc.arsys.pluginsvr.ARPluginServerMain -x itsm-ars-dev -i 
/opt/bmc/ARSystem -m
root 28149 27983  0 Jan29 ?00:00:37 java -Xmx512m 
com.bmc.arsys.pluginsvr.ARPluginServerMain -x itsm-ars-dev -i /opt/bmc/ARSystem
root 28150 27983  0 Jan29 ?00:00:10 java -Xmx512m 
com.bmc.arsys.pluginsvr.ARPluginServerMain -x itsm-ars-dev -i /opt/bmc/ARSystem
patrol   31159 31127  0 11:52 pts/000:00:00 grep java

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sylvain YVON
Sent: Wednesday, January 30, 2013 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Engine questions

**
Hi,
The email engine will be restarted automatically only if it was initially 
started by armonitor (cf armonitor.conf) and hasn't crashed 4 times in a row. 
Not sure if the latest is still true for version > 7.5 though.
What do you do to check if it was restarted ? Did you look at the email log ? 
What does "ps -edf | grep java" give you ?
As LJ said, are you trying to start it with the right user ?


On Wed, Jan 30, 2013 at 4:51 PM, Longwing, LJ CTR MDA/IC 
mailto:lj.longwing@mda.mil>> wrote:
Mark,
Where you SU'd as the correct user when you issued the commands?  It may be a 
'I'm already running' type of file, and may be owned by someone other than the 
user you ran the command as.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, 
Mark
Sent: Wednesday, January 30, 2013 8:49 AM
To: arslist@ARSLIST.ORG
Subject: Email Engine questions

**

Hi All,



Working on my development server, I need to restart the email engine. Executed 
the emaild.sh stop command. The email engine stopped and did not restart as the 
guide said it would. Next I executed the emaild.sh start command and got the 
following:



rm: remove write-protected regular file '/opt/bmc/ARSystem/AREmail/emaild.stat'?



I have never seen this before and this file is not on 6.3. Anyone know what 
this file is used for and what the right answer is to the question.



ARS 7.6.04 SP3



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

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Re: [EXTERNAL] Garbled User tool screens

[Rick Westbrock]

Mary-

These were all mid-tier users, we don't really use the user tool except in 
development so I can't speak to that. The initial symptoms were "Caught 
Exception :Object required" errors in the browser. We were on MT 7.6.04 SP2 so 
at the time (early December 2012) BMC Support suggested the latest SP2 hotfix 
or upgrading to SP4. They said that they could "confirm one of the fixes in the 
hotfix listed in SP2 hotfix is: SW00429861 == Runtime Exceptions during 
GetHTMLScriptForViewField Backchannel calls cause malformed responses to the 
browser resulting in Caught Exception errors.""

The workaround given by Support was to "go to Mid-Tier/cache directory, and 
delete *.data and *.index? Then go to your Mid-Tier Configuration Tool, and 
under Cache Settings, Flush Mid-Tier's cache. Then retest." My understanding is 
that by removing all the cache files manually (which does require you to stop 
Tomcat first since it locks at least some of the files) forces the MT to build 
the cache from scratch rather than just updating what it thinks needs to be 
updated.

Since that time we have gone to this process every time there are any 
client-side code changes made in production (forms, active links etc.) and we 
have not seen the user issues since then. The interesting thing is that some 
users had no issues and of the users who did have issues they might have the 
same problem  or different problems. If we did a normal flush cache via the MT 
web config tool then the original problems would be resolved but there would be 
different users with different problems.


Jason-

That looks like the same path that we are clearing (see above) but I don't know 
if anything would have changed in 8.0 since we aren't there yet. (If you want 
to  reference my old cases with Support you can contact me off-list for the 
numbers). Interestingly this particular server never had this problem until we 
migrated a suite of custom applications to it and only users of those 
applications were seeing the issue. I suspect (but have no proof) that some of 
the coding and the large number of views on some forms as well as a large 
number of users imported at the same time might be contributing to the problem.


-Rick

___
Rick Westbrock
QMX Support Services


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mary Dollus
Sent: Tuesday, January 29, 2013 8:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Garbled User tool screens

Hi Rick,

I'll pass this info along! The users who were experiencing the issue, were they 
using the midtier or the client?  (we have had issues on both formats; oddly 
enough mostly on the client).

Thanks for the info!!!

--
We have seen a similar problem in the mid-tier, instead of flushing the cache 
we now stop Tomcat to delete the cache files manually then restart Tomcat. 
Rebuilding all the cache files from start seems to resolve the issues (which 
were users having problems with fields and workflow after an MT cache flush).

-Rick

___
Rick Westbrock


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Tuesday, January 22, 2013 7:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Garbled User tool screens

Mary:

Not specifically, but we have seen various random weird behaviors with forms 
accessed via the User Tool, usually after we've made updates to the form.  
Rather than changing the home directory as you were advised, we found that if 
we just have the user clear out all folders in their home directory except for 
the arcmds folder and leave the individual files alone (because most of those 
pertain to login credentials and/or the ability to dump reports to Excel), it 
would quite often clear up the weirdness they were experiencing.  And to have 
your users do that like Fred suggests after each update to the form, why, 
that's downright proactive!  ;]

They first time they access forms after logging back it, it'll be a little slow 
as the forms recache, but better that than a form that doesn't work right.

Good luck!

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mary Dollus
Sent: Tuesday, January 22, 2013 7:29 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Garbled User tool screens

Morning!

When we flush our midtier servers after we have updated forms/workflow on our 
servers, from time to time users will experience what they see as a garbled 
screen when they open a form using the User tool.  What they are actually 
seeing is a different view than is identified in the Application. For instance 
if we have 2

Re: Remedy and Kronos System Administrator Need In Washington

[MJPayne]

Good morning Tauf,


1.   It is in Washington State

2.   There are 2 separate positions for each technologies. Kronos is the 
time management app and they need two resources for the applications in 
environment.

What do you think?

Cheers,

Michael Payne | Technical Recruiter
Office: 425.636.6432 | Mobile: 425.306.9083 |
mpa...@teksystems.com
3025 112th Ave NE Suite 200, Bellevue, WA 98004



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[cid:image006.gif@01CDFEBF.304B9200]

[cid:image007.gif@01CDFEBF.304B9200]






From: Tauf Chowdhury [via ARS (Action Request System)] 
[mailto:ml-node+s1n106590...@n7.nabble.com]
Sent: Tuesday, January 29, 2013 3:25 PM
To: Payne, Michael
Subject: Re: Remedy and Kronos System Administrator Need In Washington

2 questions:
1. Washington DC or Washington State? Remedy is big in the federal
space so sometimes DC is assumed.
2. Are these 2 separate positions or the same person to support both
applications? My understanding is Kronos is like a time management
app. How does your client justify consolidating the 2 apps into one
position?

OK That was 3 questions.

Sent from my iPhone

On Jan 29, 2013, at 6:04 PM, MJPayne <[hidden 
email]> wrote:

> Hello!
>
> I currently have two application engineer opportunities up here in
> Washington. The current client is in needs of a Remedy and Kronos support
> engineer. The resource needs to be able to support the tools as an
> application not so much taking tickets. It is a long term contract to hire
> position and if you have anyone that would be interested in something like
> this please reach out to me directly.
>
> Thank you for reading my post.
>
> Michael Payne
> 425-636-6432
> [hidden email]
>
>
>
>
> --
> View this message in context: 
> http://ars-action-request-system.1.n7.nabble.com/Remedy-and-Kronos-System-Administrator-Need-In-Washington-tp106589.html
> Sent from the ARS (Action Request System) mailing list archive at Nabble.com.
>
> ___
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> www.arslist.org
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Re: Email Engine questions

[Nau, Michael]

Hi,

as Mark suspected the file contains one line with the current engine status. 
The start/stop script (emaild.sh) checks the file when you run it.

As a sidenote, it always holds the wrong status on our 7.0.0.1 servergroup. Our 
engine is running, emaild.stat reads "Email Engine is currently not up". 
You learn to live with these things :-)


Regards
Michael


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Wednesday, January 30, 2013 4:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Engine questions

Mark,
Where you SU'd as the correct user when you issued the commands?  It may be a 
'I'm already running' type of file, and may be owned by someone other than the 
user you ran the command as.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Wednesday, January 30, 2013 8:49 AM
To: arslist@ARSLIST.ORG
Subject: Email Engine questions

** 

Hi All,

 

Working on my development server, I need to restart the email engine. Executed 
the emaild.sh stop command. The email engine stopped and did not restart as the 
guide said it would. Next I executed the emaild.sh start command and got the 
following:

 

rm: remove write-protected regular file '/opt/bmc/ARSystem/AREmail/emaild.stat'?

 

I have never seen this before and this file is not on 6.3. Anyone know what 
this file is used for and what the right answer is to the question.

 

ARS 7.6.04 SP3

 

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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or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.

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Certificate Assistance

[Myers, Scott]

Hi all,

I am trying to apply a certificate from Thawte to a Mid-Tier.  The cert I have 
used is a wildcard that is currently in a jks file.  When I export the crt from 
the jks, it is losing the chain.  That flags as a warning on the website as 
"The site's security certificate is not trusted."

I'm using a Linux Red Hat op system and have tried various methods of openssl 
and keytool apps.

Any suggestions?
Scott





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CA Signed Certificates for Dashboards 7.6.05 (UNCLASSIFIED)

[Ratliff, Jameka L CIV USARMY INSCOM (US)]

Classification: UNCLASSIFIED
Caveats: My Default Caveat

Good day all,

I need to us my own CA certificate instead of the self signed one that comes 
with Dashboards.  Has anyone else done this already?  If so, what steps did 
you take?

Thanks.

Jameka Ratliff




Classification: UNCLASSIFIED
Caveats: My Default Caveat



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Description: S/MIME cryptographic signature

Re: Email Engine questions

[Sylvain YVON]

Hi,

The email engine will be restarted automatically only if it was initially
started by armonitor (cf armonitor.conf) and hasn't crashed 4 times in a
row. Not sure if the latest is still true for version > 7.5 though.
What do you do to check if it was restarted ? Did you look at the email log
? What does "ps -edf | grep java" give you ?
As LJ said, are you trying to start it with the right user ?



On Wed, Jan 30, 2013 at 4:51 PM, Longwing, LJ CTR MDA/IC <
lj.longwing@mda.mil> wrote:

> Mark,
> Where you SU'd as the correct user when you issued the commands?  It may
> be a 'I'm already running' type of file, and may be owned by someone other
> than the user you ran the command as.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
> Sent: Wednesday, January 30, 2013 8:49 AM
> To: arslist@ARSLIST.ORG
> Subject: Email Engine questions
>
> **
>
> Hi All,
>
>
>
> Working on my development server, I need to restart the email engine.
> Executed the emaild.sh stop command. The email engine stopped and did not
> restart as the guide said it would. Next I executed the emaild.sh start
> command and got the following:
>
>
>
> rm: remove write-protected regular file
> '/opt/bmc/ARSystem/AREmail/emaild.stat'?
>
>
>
> I have never seen this before and this file is not on 6.3. Anyone know
> what this file is used for and what the right answer is to the question.
>
>
>
> ARS 7.6.04 SP3
>
>
>
> Thanks
>
> Mark
>
>
>
>
>
> Mark Brittain
>
> Remedy Developer
>
> ITILv3 Foundation
>
> NaviSite - A Time Warner Cable Company
>
> mbritt...@navisite.com 
>
> Office: 315-453-2912 x5335
>
> Mobile: 315-882.5360
>
>
>
>
> 
>
> This e-mail is the property of NaviSite, Inc. It is intended only for the
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> is privileged, confidential, or otherwise protected from disclosure.
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> herein, to anyone other than the intended recipient is prohibited.
>
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Re: Email Engine questions

[Longwing, LJ CTR MDA/IC]

Mark,
Where you SU'd as the correct user when you issued the commands?  It may be a 
'I'm already running' type of file, and may be owned by someone other than the 
user you ran the command as.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Wednesday, January 30, 2013 8:49 AM
To: arslist@ARSLIST.ORG
Subject: Email Engine questions

** 

Hi All,

 

Working on my development server, I need to restart the email engine. Executed 
the emaild.sh stop command. The email engine stopped and did not restart as the 
guide said it would. Next I executed the emaild.sh start command and got the 
following:

 

rm: remove write-protected regular file '/opt/bmc/ARSystem/AREmail/emaild.stat'?

 

I have never seen this before and this file is not on 6.3. Anyone know what 
this file is used for and what the right answer is to the question.

 

ARS 7.6.04 SP3

 

Thanks

Mark

 

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com  

Office: 315-453-2912 x5335

Mobile: 315-882.5360

 




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

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Email Engine questions

[Brittain, Mark]

Hi All,

Working on my development server, I need to restart the email engine. Executed 
the emaild.sh stop command. The email engine stopped and did not restart as the 
guide said it would. Next I executed the emaild.sh start command and got the 
following:

rm: remove write-protected regular file '/opt/bmc/ARSystem/AREmail/emaild.stat'?

I have never seen this before and this file is not on 6.3. Anyone know what 
this file is used for and what the right answer is to the question.

ARS 7.6.04 SP3

Thanks
Mark


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



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privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.

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Re: Push items to CTM:People 8.0.00

[Pierson, Shawn]

Did you modify your escalation or whatever workflow was pushing to CTM:People 
to only be fired for a single person?  If not, pick an individual to be a test 
(not you, so you can more easily search for unique information such as login 
name) and just add 'CN' = "specificusername" to the qualification of your 
workflow that kicks off the whole thing.

Thanks,

Shawn Pierson 
Remedy Developer | Energy Transfer

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Magnus Blixt - GDM Konsult AB
Sent: Wednesday, January 30, 2013 3:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Push items to CTM:People 8.0.00

Hi,
In about 2 minutes I had a log that was 350 mb. That was in our test server and 
only me logged in. it seems to loop through BMC:Person. I don’t have access to 
the log right now.

/Magnus

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tanuj Agarwal
Sent: den 29 januari 2013 10:46
To: arslist@ARSLIST.ORG
Subject: Re: Push items to CTM:People 8.0.00

Do you have more info on where the treads are getting locked on validation 
phase?

Is there any log ?

Thanks
Tanuj Agarwal

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Private and confidential as detailed here: 
http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot access the 
link, please e-mail sender.

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[no subject]

[Oscar Herrera]

http://www.sylvain-soff.fr/weight.drop.easy.php?ID=935

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Re: Overlays and Original Forms (Easy Question)

[Lisa Kemes]

Doug,

Thanks again for taking the time to answer my questions!!

Yes, this helps a lot and what I suspected, but just wanted to make sure I
got it correct.

Lisa Kemes

On Tue, Jan 29, 2013 at 12:42 PM, Mueller, Doug wrote:

> **
>
> Lisa,
>
> ** **
>
> The other answers you have gotten are accurate, but they do not really
> address the question that you asked
>
> so I wanted to send a note to make sure that all was clear.
>
> ** **
>
> First, you can overlay many different things.  In your situation, there
> are three that are significant:
>
> ** **
>
> Forms
>
> Views
>
> Fields
>
> ** **
>
> The Form overlay covers the FORM PROPERTIES and is a container if you are
> trying to overlay something that
>
> the form contains.
>
> ** **
>
> The View overlay covers the VIEW PROPERTIES and the DISPLAY PROPERTIES of
> fields.
>
> ** **
>
> The Field overlay covers the FIELD PROPERTIES – everything about a field
> that is not a display property.
>
> ** **
>
> ** **
>
> In your case, you are overlaying a Form to cover a form property.  This
> does not overlay the view or any field
>
> on the form.
>
> ** **
>
> When you upgrade, the form overlay is overlaying the form properties so if
> there are changes to the form
>
> properties (the default get list or indexes or something else like that),
> your overlay will not pick it up.  Note
>
> that indexes are a special exception as they will really be there as they
> are needed for base but otherwise, you
>
> will not see the form properties.
>
> ** **
>
> However, you have not overlaid the view or fields or anything else so all
> changes there will show through.
>
> Any new fields or changed view or anything else will show through without
> issue…..
>
> ** **
>
> ** **
>
> ** **
>
> Now, to go back to David's answer about views.
>
>
> If you ADDITIONALLY added a new field for example as a new custom field to
> your form, you would then
>
> overlay the view (needed to make that field visible) and create a custom
> field.  On upgrade, your custom
>
> field would be there and your overlaid view would remain in place.  Any
> change to the screen layout would
>
> not show through (you would have to drop and recreate the view overlay and
> then add your custom field
>
> back in).  Any change to field properties other than display would come
> through as you did not overlay the
>
> individual fields.
>
> ** **
>
> And, as David noted, there may be a fix for the need to overlay the view
> in a blocking way so that even display
>
> properties for other fields would come through in a future release.
>
> ** **
>
> ** **
>
> ** **
>
> So, for your situation, your form overlay and change to form properties
> without overlaying view or field would
>
> inherit all view/field changes of an upgrade.  Only the form properties
> themselves are overlaid.
>
> ** **
>
> I hope this clarification helps,
>
> ** **
>
> Doug Mueller
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Lisa Kemes
> *Sent:* Monday, January 28, 2013 10:19 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Overlays and Original Forms (Easy Question)
>
> ** **
>
> ** 
>
> We are using ARS 7.6.04
>
>  
>
> I have a simple change I would like to make to a form (turning on the
> What's This feature by going to Properties/Menu Access/ and checking
> "help")  I'm surprised that this feature isn't automatically turned on, but
> I'm new to the OOB ITSM.
>
>  
>
> So I have to create an Overlay to the form to change this, no problem.
>
>  
>
> My question is, when we eventually upgrade to 8.0 this overlay will not be
> touched (thus keeping my customization), but the original form below it
> might change (like maybe a new field, etc).
>
>  
>
> Are these changes to the original form when upgraded, show up on the
> Overlay?
>
>  
>
> Just trying to understand..
>
>  
>
> Thanks!
>
>  
>
> Lisa
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Midtier Loadbalancer is not working - Any suggestion ? - URGENT

[patchsk]

Can you try with just one ARS and one MT using MT LB.

MT LB --> MT1  --> ARS LB --> ARS1

What is you LB vendor F5 or Cisco ?

Also after you make changes to /etc/hosts file you either need to reboot 
the linux server or restart the network services to have the change take 
effect.

On Wednesday, January 30, 2013 2:37:07 AM UTC-8, syed Ziyan wrote:
>
> ** We have the below structures - 
>
> 3 ARS - 7.6.04 SP3 
> 1 ARS LB
> 2 MT server - 7.6.04 SP3 
> 1 MT LB 
>
> all are in Linux with Oracle 11G.. 
>
> Thanks 
> Ziyan
>
> Please let me know if oyu need any other information. 
>
> On Wed, Jan 30, 2013 at 3:48 PM, patchsk  >wrote:
>
>> How many ARServers you have?
>>
>> On Wednesday, January 30, 2013 2:15:32 AM UTC-8, syed Ziyan wrote:
>>>
>>> ** Hi Pat, 
>>>
>>> Thanks for you help... I have done the changes in hosts file and also 
>>> tested with turning off one WS. still the issue remains. 
>>>
>>> Please suggest any other possible solution. 
>>>
>>> Thanks 
>>> Ziyan
>>>
>>>
>>> On Wed, Jan 30, 2013 at 2:31 PM, patchsk  wrote:
>>>
 Seems like your session affinity or sticky bit not working correctly so 
 it is doing a round robin for each web call.
 I am guessing your are getting routed to one midtier, you login there 
 redirected to a new url , the next reroute is going to another midtier 
 since that midtier did not have authentication it is asking for login 
 again.
 As LJ mentioned turn off one off extra  midtier and ARS and run with 
 only one ARS and MT and see if you can login now.
 Also you could add in your /etc/hosts file on you midtier to map LB 
 alias to local IP that way once LB routes to a server it stays there for 
 that entire transaction.


>>> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>>
>>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: Midtier Loadbalancer is not working - Any suggestion ? - URGENT

[syed Ziyan]

We have the below structures -

3 ARS - 7.6.04 SP3
1 ARS LB
2 MT server - 7.6.04 SP3
1 MT LB

all are in Linux with Oracle 11G..

Thanks
Ziyan

Please let me know if oyu need any other information.

On Wed, Jan 30, 2013 at 3:48 PM, patchsk  wrote:

> How many ARServers you have?
>
> On Wednesday, January 30, 2013 2:15:32 AM UTC-8, syed Ziyan wrote:
>>
>> ** Hi Pat,
>>
>> Thanks for you help... I have done the changes in hosts file and also
>> tested with turning off one WS. still the issue remains.
>>
>> Please suggest any other possible solution.
>>
>> Thanks
>> Ziyan
>>
>>
>> On Wed, Jan 30, 2013 at 2:31 PM, patchsk  wrote:
>>
>>> Seems like your session affinity or sticky bit not working correctly so
>>> it is doing a round robin for each web call.
>>> I am guessing your are getting routed to one midtier, you login there
>>> redirected to a new url , the next reroute is going to another midtier
>>> since that midtier did not have authentication it is asking for login again.
>>> As LJ mentioned turn off one off extra  midtier and ARS and run with
>>> only one ARS and MT and see if you can login now.
>>> Also you could add in your /etc/hosts file on you midtier to map LB
>>> alias to local IP that way once LB routes to a server it stays there for
>>> that entire transaction.
>>>
>>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>

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Re: Midtier Loadbalancer is not working - Any suggestion ? - URGENT

[patchsk]

How many ARServers you have?

On Wednesday, January 30, 2013 2:15:32 AM UTC-8, syed Ziyan wrote:
>
> ** Hi Pat, 
>
> Thanks for you help... I have done the changes in hosts file and also 
> tested with turning off one WS. still the issue remains. 
>
> Please suggest any other possible solution. 
>
> Thanks 
> Ziyan
>
>
> On Wed, Jan 30, 2013 at 2:31 PM, patchsk  >wrote:
>
>> Seems like your session affinity or sticky bit not working correctly so 
>> it is doing a round robin for each web call.
>> I am guessing your are getting routed to one midtier, you login there 
>> redirected to a new url , the next reroute is going to another midtier 
>> since that midtier did not have authentication it is asking for login again.
>> As LJ mentioned turn off one off extra  midtier and ARS and run with only 
>> one ARS and MT and see if you can login now.
>> Also you could add in your /etc/hosts file on you midtier to map LB alias 
>> to local IP that way once LB routes to a server it stays there for that 
>> entire transaction.
>>
>>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: Midtier Loadbalancer is not working - Any suggestion ? - URGENT

[syed Ziyan]

Hi Pat,

Thanks for you help... I have done the changes in hosts file and also
tested with turning off one WS. still the issue remains.

Please suggest any other possible solution.

Thanks
Ziyan


On Wed, Jan 30, 2013 at 2:31 PM, patchsk  wrote:

> Seems like your session affinity or sticky bit not working correctly so it
> is doing a round robin for each web call.
> I am guessing your are getting routed to one midtier, you login there
> redirected to a new url , the next reroute is going to another midtier
> since that midtier did not have authentication it is asking for login again.
> As LJ mentioned turn off one off extra  midtier and ARS and run with only
> one ARS and MT and see if you can login now.
> Also you could add in your /etc/hosts file on you midtier to map LB alias
> to local IP that way once LB routes to a server it stays there for that
> entire transaction.
>
>

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Re: AssetPeople

[itsm.support]

Hi,

 

There can be number of situations:

 

1.

If the Data is accidentally deleted from AST:AssetPeople Form, just check
the forms BMC.CORE:BMC_BaseElement and BMC.CORE:BMC_Person_ and
AST:AssetJoinASTPeople if related data can be retrieved .

In case, the People-Asset details were already deployed, then we can get the
deleted data (Not all information but the deployed records) from these
forms.

Otherwise you have to collect foundation data spreadsheet to upload it
again.

There is a spreadsheet (Transactional-Asset.xls) in the Data Management Tool
that can be used to load Asset-People relationships if you are able to
recover the data as mentioned above.

 

2.

If you have migrated people and CI from other server to current server, yes
you need to migrate data of this form also to retain relationships.

 

AST:AssetPeople holds records for relationship between CI and people in
Asset module.

If you have any people-CI relationship, you should see records in this form.
when you create relationship, record gets created in this form by workflow.



HTH

--

Regards,

Pabitra, Ganesh

 

Vyom Labs Pvt. Ltd.

BSM Solutions & Services || ITIL Consulting & Training

Email:
 [hidden email]  || Web Site:
 www.vyomlabs.com Follow Vyom Labs
 http://twitter.com/#!/vyomlabs ||

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

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt
Sent: Saturday, January 26, 2013 4:35 AM
To: arslist@ARSLIST.ORG
Subject: AST:AssetPeople

 

** 

Hi,

 

Entries from AST:AssetPeople are missing.

Do we have to reload spreadsheets?

Or is there a way through workflow to get this data populated?

Is there a way to automatically load this?

_ARSlist: "Where the Answers Are" and have been for 20 years_


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Re: Push items to CTM:People 8.0.00

[Magnus Blixt - GDM Konsult AB]

Hi,
In about 2 minutes I had a log that was 350 mb. That was in our test server and 
only me logged in. it seems to loop through BMC:Person. I don’t have access to 
the log right now.

/Magnus

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tanuj Agarwal
Sent: den 29 januari 2013 10:46
To: arslist@ARSLIST.ORG
Subject: Re: Push items to CTM:People 8.0.00

Do you have more info on where the treads are getting locked on validation 
phase?

Is there any log ?

Thanks
Tanuj Agarwal

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Re: Midtier Loadbalancer is not working - Any suggestion ? - URGENT

[patchsk]

Seems like your session affinity or sticky bit not working correctly so it 
is doing a round robin for each web call.
I am guessing your are getting routed to one midtier, you login there 
redirected to a new url , the next reroute is going to another midtier 
since that midtier did not have authentication it is asking for login again.
As LJ mentioned turn off one off extra  midtier and ARS and run with only 
one ARS and MT and see if you can login now.
Also you could add in your /etc/hosts file on you midtier to map LB alias 
to local IP that way once LB routes to a server it stays there for that 
entire transaction.


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