***********Webservices and the IncidentInterface Create form*************
Hi Remedy 7.6 I use the Incident Interface Create Webservice to create an Incident in the HelpDesk form. The external system (not a Vendor but Internal System) push a GUID through to REMEDY and I would like to know the following: Can I use one of the existing fields to map the GUID to REMEDY? - I do not want to create extra field if possible. Are there some documentation available that explain all the fields on the form, example can I use the field to push the GUID to the HelpDesk form? I know I can look at the relationships/workflow through DeveloperStudio, however if anyone can give me some ideas from your own work it will be much appreciated. Main objective would be to use the GUID as the unique identifier for these tickets created in the HelpDesk form. Regards Enslin Connect with South Africas leading Internet Service Provider and discover the magic of the Internet and all its possibilities. Call 087 700 5000 or click here(http://www.mweb.co.za/productspricing/Home.aspx) for more. MWEB :-) CONNECT AND YOU CAN. This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimer - or copy the following URL into your browser - http://www.mweb.co.za/disclaimer. If you are unable to view the disclaimer, please contact ab...@mweb.com for a copy. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Chat 8.0.00 experience?
I see what you mean John. I keep wondering if they just used the monies that they spent on some new gimmick on the product itself how much better it would be and what kind of quality we would have as well. But I know they won't hear until someone at the top stops the flat spin. Sent from my iPhone On Feb 4, 2013, at 2:48, John Baker jba...@javasystemsolutions.com wrote: Hello, I have to say, and am prepared to be flamed for doing so, that I see BMC Chat as a great example of marketing spin. Many large corporates run internal chat clients (ie MS Communicator) and when I work on-site, the support people will use it to communicate with me. There's no need for another chat client, nor is anyone going to login to ITSM to use one. If a service desk representative wants to record a chat conversation, they can select-all, copy, and paste into a text field within an incident ticket. And surely it's not very ITIL? My understanding, and I'm no expert, is that the levels of service desk are there to ensure one can not circumvent the system and 'chat' to the geek everyone knows who can solve problems without following the process? The Chat feature feels like BMC are trying to solve a problem that's already been solved - unless it's aimed at hosted/BMC On Demand users, which is equally troublesome given corporates won't like chat protocols heading through firewalls. When I read ARSlist and see people raising issues (Performance problems for three months [two days ago], Caching issues, Mid Tier takes 15 minutes to start), issues that have persisted for years, I do wonder why someone decided a chat client was a good idea rather than focusing on genuine problems raised by AR System administrators. Go on, flame me :) John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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
Re: ***********Webservices and the IncidentInterface Create form*************
I see the following options if you want to avoid creating new fields depending on how you need to use this guid data. 1. Store it in Vendor Tkt Number field. Just create a new vendor name with the external system name and use these fields. or 2. Store it as workinfo entry. or 3. Store as a relationship entry. or 4. Prefix the Summary or Detailed Desc of the ticket with this external system GUID. I have used before Option 1 so that I can write workflow on the field to hyperlink external system data. Just name this vendor such that it can differentiate clearly against actual external vendor. I do not think there is much workflow on these fields other than generic checks to make sure that vendor exists in the backend data. Sometimes it is unavoidable depending on the significance of this guid and you may have to add new field. For ex: We had integration with some monitoring tools that pass the eventID and synchronize status updates based on this number. We felt at that time adding a new field is the good option for us. On Monday, February 4, 2013 1:00:32 AM UTC-8, Enslin Van Blerk - MWEB wrote: ** Hi Remedy 7.6 I use the Incident Interface Create Webservice to create an Incident in the HelpDesk form. The external system (not a Vendor but Internal System) push a GUID through to REMEDY and I would like to know the following: Can I use one of the existing fields to map the GUID to REMEDY? – I do not want to create extra field if possible. Are there some documentation available that explain all the fields on the form, example can I use the field to push the GUID to the HelpDesk form? I know I can look at the relationships/workflow through DeveloperStudio, however if anyone can give me some ideas from your own work it will be much appreciated. Main objective would be to use the GUID as the unique identifier for these tickets created in the HelpDesk form. Regards Enslin -- [image: footer (34K)] http://www.mweb.co.za/productspricing/Home.aspx -- This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimerhttp://www.mweb.co.za/disclaimer- or copy the following URL into your browser - http://www.mweb.co.za/disclaimer. If you are unable to view the disclaimer, please contact ab...@mweb.com javascript: for a copy. -- _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
Re: Slow system restart/arsystem errors after restarting the mid-tiers on 7.6.4
Did you run the log through ar log analyzer? Were you able to come to any conclusions, or did you just provide the file to BMC? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Friday, February 01, 2013 11:32 AM To: arslist@ARSLIST.ORG Subject: Re: Slow system restart/arsystem errors after restarting the mid-tiers on 7.6.4 Done all of that. But with the latest outage we have it narrowed down to the restarting of the mid-tiers that is causing the issues. Sent to BMC on one of the restarts a multi gig log file. The strange item is that we refreshed our QA and staging system, with production data and the issue does not show up there. Howard -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Friday, February 01, 2013 12:49 PM To: arslist@ARSLIST.ORG Subject: Re: Slow system restart/arsystem errors after restarting the mid-tiers on 7.6.4 Howard, I highly recommend turning on API/SQL logging to the same file, and then startup the Mid-Tier. At the end of the 'unavailable' period you should have a VERY good log file that will be able to be analyzed by arwklga to give you the reasons for your errors. It will tell you what API calls were taking the longest as well as the SQL in question, from that you should be able to analyze what in your system is slow and in turn tune it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Friday, February 01, 2013 10:40 AM To: arslist@ARSLIST.ORG Subject: Slow system restart/arsystem errors after restarting the mid-tiers on 7.6.4 ** Happy Friday all, We have been seeing a very strange error since our go-live with 7.6.4 (and working with no luck with BMC support), when we restart our mid-tiers. We are on windows server 2008 and using MSSQL 2008. What we have seen is we will shut down our two customer facing arservers (as well as our integration arserver), as well as our three mid-tiers. Then we bring up our three arservers (integration first, then the two customer facing ones), with no issues. After testing them with auto creation of an incident via email (an integration we created) and some poking around using the old user tool, we bring up one of our mid-tiers (i.e. start up the tomcat engine). At that point, the arserver that the mid-tier starts to talk to, starts to show database time out errors and you can no longer log in via the user tool. It takes about 30 minutes for the system (the arserver/mid-tier) to stabilize and then we are able to bring up the other two mid-tiers. We have not seen this issue in our QA system (which is all on VM) and our staging system. They both have somewhat the same architecture and we have verified the mid-tier configuration/patch releases. Since we are still working with BMC support (for over 3 months on this), I just wanted to see if anyone had seen this type of issue on other 7.6.4 systems. Take care, Howard _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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
Re: BMC Chat 8.0.00 experience?
To play BMC's advocate, I recall hearing that either this or a future version will use an open chat protocol, so you can integrate it with tools like Microsoft Lync. Also, based on the demo I saw it seems like the chat isn't directly tied to a specific person in this case, but rather it's more like what you see on the web with the annoying click here to chat with a sales person when you're shopping online. I haven't installed it but based on the demos it seems like all it provides is an alternative to a phone call to a support hotline. There are some benefits there, as you can have one technician working with several people at once, and use interactive scripts to make the customer think you are talking to them although it's just a bot. The flaw in the whole thing is that it is based on the concept that users are willing to use a chat client. In most organizations I've found that not to be the case. This will hold especially true when the users find out that there is the bot capability where they can't be sure if they are even chatting with a human or software. I also agree with those who think BMC would be better off spending their time cleaning up their current ITSM suite as well. The money that went into the chat client could have gone into giving Task Management an updated interface and better visibility from the Home Page, for example. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker Sent: Monday, February 04, 2013 1:49 AM To: arslist@ARSLIST.ORG Subject: BMC Chat 8.0.00 experience? Hello, I have to say, and am prepared to be flamed for doing so, that I see BMC Chat as a great example of marketing spin. Many large corporates run internal chat clients (ie MS Communicator) and when I work on-site, the support people will use it to communicate with me. There's no need for another chat client, nor is anyone going to login to ITSM to use one. If a service desk representative wants to record a chat conversation, they can select-all, copy, and paste into a text field within an incident ticket. And surely it's not very ITIL? My understanding, and I'm no expert, is that the levels of service desk are there to ensure one can not circumvent the system and 'chat' to the geek everyone knows who can solve problems without following the process? The Chat feature feels like BMC are trying to solve a problem that's already been solved - unless it's aimed at hosted/BMC On Demand users, which is equally troublesome given corporates won't like chat protocols heading through firewalls. When I read ARSlist and see people raising issues (Performance problems for three months [two days ago], Caching issues, Mid Tier takes 15 minutes to start), issues that have persisted for years, I do wonder why someone decided a chat client was a good idea rather than focusing on genuine problems raised by AR System administrators. Go on, flame me :) John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Chat 8.0.00 experience?
My understanding is that the chat built into 8.0 is only for support agents to communicate amongst each other and that it is not end-user/customer facing at all. I'm sure there are 3rd party chat packages out there for that purpose already but I don't think that BMC has implemented that functionality yet. We also don't know how much time was actually spent on the chat client and integration with ITSM so it's hard to say how much time was wasted in any case. I would think there are at least a few ITSM customers who don't have a corporate chat program who might have use for the current 8.0 chat functionality. It also eliminates the possibility of an agent massaging the chat text before pasting into a ticket (however small that corner case might be). -Rick ___ Rick Westbrock QMX Support Services -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Monday, February 04, 2013 6:29 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Chat 8.0.00 experience? To play BMC's advocate, I recall hearing that either this or a future version will use an open chat protocol, so you can integrate it with tools like Microsoft Lync. Also, based on the demo I saw it seems like the chat isn't directly tied to a specific person in this case, but rather it's more like what you see on the web with the annoying click here to chat with a sales person when you're shopping online. I haven't installed it but based on the demos it seems like all it provides is an alternative to a phone call to a support hotline. There are some benefits there, as you can have one technician working with several people at once, and use interactive scripts to make the customer think you are talking to them although it's just a bot. The flaw in the whole thing is that it is based on the concept that users are willing to use a chat client. In most organizations I've found that not to be the case. This will hold especially true when the users find out that there is the bot capability where they can't be sure if they are even chatting with a human or software. I also agree with those who think BMC would be better off spending their time cleaning up their current ITSM suite as well. The money that went into the chat client could have gone into giving Task Management an updated interface and better visibility from the Home Page, for example. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker Sent: Monday, February 04, 2013 1:49 AM To: arslist@ARSLIST.ORG Subject: BMC Chat 8.0.00 experience? Hello, I have to say, and am prepared to be flamed for doing so, that I see BMC Chat as a great example of marketing spin. Many large corporates run internal chat clients (ie MS Communicator) and when I work on-site, the support people will use it to communicate with me. There's no need for another chat client, nor is anyone going to login to ITSM to use one. If a service desk representative wants to record a chat conversation, they can select-all, copy, and paste into a text field within an incident ticket. And surely it's not very ITIL? My understanding, and I'm no expert, is that the levels of service desk are there to ensure one can not circumvent the system and 'chat' to the geek everyone knows who can solve problems without following the process? The Chat feature feels like BMC are trying to solve a problem that's already been solved - unless it's aimed at hosted/BMC On Demand users, which is equally troublesome given corporates won't like chat protocols heading through firewalls. When I read ARSlist and see people raising issues (Performance problems for three months [two days ago], Caching issues, Mid Tier takes 15 minutes to start), issues that have persisted for years, I do wonder why someone decided a chat client was a good idea rather than focusing on genuine problems raised by AR System administrators. Go on, flame me :) John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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
Re: Slow system restart/arsystem errors after restarting the mid-tiers on 7.6.4
Howard, What level of review have you done of your tomcat settings? Places/things to check: - server.xml - tomcat6w.exe - config.properties Also, are you pre-loading cache? if so, are your .xml files all the same? (across Dev/UAT/Prod). These are all little things that can have a big impact. Also, if you're seeing user delays, have you tried setting your mid-tiers on private RPC ports? Again, just a thought. Not the root of the issue, but kind of like Nyquil...help relieve the symptoms. ;-) Good luck, Matt R. On 2/4/2013 8:25 AM, Longwing, LJ CTR MDA/IC wrote: Did you run the log through ar log analyzer? Were you able to come to any conclusions, or did you just provide the file to BMC? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Friday, February 01, 2013 11:32 AM To: arslist@ARSLIST.ORG Subject: Re: Slow system restart/arsystem errors after restarting the mid-tiers on 7.6.4 Done all of that. But with the latest outage we have it narrowed down to the restarting of the mid-tiers that is causing the issues. Sent to BMC on one of the restarts a multi gig log file. The strange item is that we refreshed our QA and staging system, with production data and the issue does not show up there. Howard ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Enhancement-Rant: BMC - hot fixings for my application environment
I know we do this almost every year and still appears no one is listening, however I am still hopeful one day that this little rant will be instituted. PROBLEM: BMC has all our configurations and possible Permutations of our ENV if they want -- see support Environments https://support.bmc.com/arsys/apps/remcspenu.bmc.com/SSP/BMC%3ASSP%3AProfile_Configuration_dlg/WSSProfileConfig/?cacheid=96ffecfa --- Yet under patches you get the see the old -- General Patch, 001, or 002 under the patches tab on the EPD location.. etc.. etc.. HOWEVER::: you could possibly make the normal hot fixes -- (not the limited ones), available and shown for our Environments. Rather than preventing your customers from putting in tickets, cause you have to go through... ahhh.. Purgatory Period... to get a technician to say Oh let me search... Nope there are none... then later you find out on the list there is one, and you have to go back again and ask... And well, because you did not ask a Special Way with Special Words.. you find out there is a Hot Fix out there after all.. --- to clear stuff up first,,, I do not have a specific example, or even a recent one. The illustration is one that has happened in the past, and it may be null and void with todays BMC customer support, so don't kill me for the illustration for trying to make a point. -- I was just thinking it makes more sense that we can see those possible patches and see if they apply OR even if the documentation for them was available would be nice, then make a request. Well: just a thought. -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Enhancement-Rant: BMC - hot fixings for my application environment
Hey at least I have a chat client so I should not complain...8-) Mon, Feb 4, 2013 at 1:07 PM, patrick zandi remedy...@gmail.com wrote: I know we do this almost every year and still appears no one is listening, however I am still hopeful one day that this little rant will be instituted. PROBLEM: BMC has all our configurations and possible Permutations of our ENV if they want -- see support Environments https://support.bmc.com/arsys/apps/remcspenu.bmc.com/SSP/BMC%3ASSP%3AProfile_Configuration_dlg/WSSProfileConfig/?cacheid=96ffecfa --- Yet under patches you get the see the old -- General Patch, 001, or 002 under the patches tab on the EPD location.. etc.. etc.. HOWEVER::: you could possibly make the normal hot fixes -- (not the limited ones), available and shown for our Environments. Rather than preventing your customers from putting in tickets, cause you have to go through... ahhh.. Purgatory Period... to get a technician to say Oh let me search... Nope there are none... then later you find out on the list there is one, and you have to go back again and ask... And well, because you did not ask a Special Way with Special Words.. you find out there is a Hot Fix out there after all.. --- to clear stuff up first,,, I do not have a specific example, or even a recent one. The illustration is one that has happened in the past, and it may be null and void with todays BMC customer support, so don't kill me for the illustration for trying to make a point. -- I was just thinking it makes more sense that we can see those possible patches and see if they apply OR even if the documentation for them was available would be nice, then make a request. Well: just a thought. -- Patrick Zandi -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
FTS on Virtual Machines - 7.6.04
I've spent a LOT of time on this with BMC support and I wanted to know if anyone else had similar problems and how they fixed it. Essentially we can not get FTS to remain stable. It will always eventually crash and need to be restarted, which essentially means restarting ARS since its' a plugin. We have Suse linux servers in the server group that are VM's. The mount points where the application is installed is pretty fast NAS (SAN? one of the two) and the index files live here as well. BMC has told us - by way of Lucene, which is the underlying product - that the actual mechanism that writes to SAN/NAS drives is not good for the types of file operations which FTS does in order to do it's work. Essentially we always end up with some form of file lock or read error. In short, you have to have an actual physical drive hooked up the box to make this work. That's NOT happening in our environment. Essentially there's a problem - BMC is saying they support VM's, but FTS can use virtual disks - and it's not really BMC's fault so much as the fault of the underlying engine. Anyone else run into this? Heck, we are getting FTS errors at times when it's been turned OFF for weeks. William Rentfrow wrentf...@stratacominc.com Office: 715-204-3061 Cell: 715-398-5056 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Chat 8.0.00 experience?
BMC aquired my-service late last year and are re-marketing it as their chat solution with the help desk, which is different than the AR chat in 8.0 I believe. You can go to http://www.my-eservice.com/ to learn more about the eservice product. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: FTS on Virtual Machines - 7.6.04
We have used FTS on virtual AR 7.5 servers before without an issue. You are using a hard server for your DB, aren't you? Because that's a known issue for things apart from FTS. Rick On Mon, Feb 4, 2013 at 11:28 AM, William Rentfrow wrentf...@stratacominc.com wrote: ** I've spent a LOT of time on this with BMC support and I wanted to know if anyone else had similar problems and how they fixed it. ** ** Essentially we can not get FTS to remain stable. It will always eventually crash and need to be restarted, which essentially means restarting ARS since its' a plugin. ** ** We have Suse linux servers in the server group that are VM's. The mount points where the application is installed is pretty fast NAS (SAN? one of the two) and the index files live here as well. ** ** BMC has told us - by way of Lucene, which is the underlying product - that the actual mechanism that writes to SAN/NAS drives is not good for the types of file operations which FTS does in order to do it's work. Essentially we always end up with some form of file lock or read error. In short, you have to have an actual physical drive hooked up the box to make this work. ** ** That's NOT happening in our environment. ** ** Essentially there's a problem - BMC is saying they support VM's, but FTS can use virtual disks - and it's not really BMC's fault so much as the fault of the underlying engine. ** ** Anyone else run into this? Heck, we are getting FTS errors at times when it's been turned OFF for weeks. ** ** William Rentfrow wrentf...@stratacominc.com Office: 715-204-3061 Cell: 715-398-5056 ** ** _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
Re: FTS on Virtual Machines - 7.6.04
We implemented the attached recommendations from BMC for FTS in our Linux Server Group. Could barely get FTS to last more than a couple of weeks and now since implementing the recommendations it's been stable for 2 months. Simon From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow Sent: Tuesday, 5 February 2013 8:28 a.m. To: arslist@ARSLIST.ORG Subject: FTS on Virtual Machines - 7.6.04 ** I've spent a LOT of time on this with BMC support and I wanted to know if anyone else had similar problems and how they fixed it. Essentially we can not get FTS to remain stable. It will always eventually crash and need to be restarted, which essentially means restarting ARS since its' a plugin. We have Suse linux servers in the server group that are VM's. The mount points where the application is installed is pretty fast NAS (SAN? one of the two) and the index files live here as well. BMC has told us - by way of Lucene, which is the underlying product - that the actual mechanism that writes to SAN/NAS drives is not good for the types of file operations which FTS does in order to do it's work. Essentially we always end up with some form of file lock or read error. In short, you have to have an actual physical drive hooked up the box to make this work. That's NOT happening in our environment. Essentially there's a problem - BMC is saying they support VM's, but FTS can use virtual disks - and it's not really BMC's fault so much as the fault of the underlying engine. Anyone else run into this? Heck, we are getting FTS errors at times when it's been turned OFF for weeks. William Rentfrow wrentf...@stratacominc.com Office: 715-204-3061 Cell: 715-398-5056 _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 Configuring FTS for performance in a server group.docx.docx Description: Configuring FTS for performance in a server group.docx.docx
FTS on Virtual Machines - 7.6.04
William The FTS engine is Lucense, an open source project, from what I recall. Sticking lucene san storage into Google reveals a set of results that suggest is should be fine, and if I recall, Lucene uses file based locking (correct me if I'm wrong) and hence it shouldn't care about the underlying physical storage. Indeed, for a small set of documents to index, I'd expect the index to be loaded into memory and disc access to be relatively light. But I don't think we know enough to tell. You'd need to post stack traces/etc, or perhaps join the Lucene forums and ask the experts? John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: FTS on Virtual Machines - 7.6.04
**
Hi,We also had some problems with FTS on 7.6.04 sp2 and on Windows environment.At a time, search wasn't working anymore (for example in MFS) and you had a plugin error (can't remember the arerror).I left the project before BMC support found a solution but I gave the admins a script that killed the FTS plugin (java process) and armonitor relaunched it immediately (less than 2 seconds) and search worked again right away.Not perfect but it's a way to fast resolve this problem. Perhaps it should be linked to a "live" log analysis (?).Anyway, the thing is that FTS is a Java process, the way I identify it is via the command line where you can find "pluginsvr/fts" (or something like that), you know it's that java process.Then the script killed it and let armonitor do his job.Here is the script, it's in powershell for Windows but perhaps it'll give you a hint for your environment if it's not windows (or a kill should do the trick at least for testing)://#Killing FTS plugin 0.1#lm...@me.com#Object:#This script will detect and kill FTS plugin (will be launched again#automatically by armonitor service).#History:#0.1, 31/01/2012:#First version#Use:#Powershell Script#Note:#Distant script needs to be allowed#Launch powershell as administrator and type#Set-ExecutionPolicy RemoteSigned##-#Parameter##Log file path$Log_File ="C:\tmp\log.log"#Don't change anything below##Log functionfunction Log_Me([string]$level,[string]$msg){ #Out-File -filepath $Log_File -append -inputObject $a "$(Get-Date):: $($level) :: $($msg)" | Out-File -filepath $Log_File -append}##ScriptClear-host###FTS plugin handle$p=Get-WmiObject Win32_Process -Filter "Name like '%java%' AND CommandLine like '%\\pluginsvr\\fts;%'" | select-Object Handle###Testing query resultif($p -eq $null){ Log_Me "WARNING" "No plugin detected..." exit}###Handle$my_handle=$p.Handle$nb_found=@($p).count###Test if only one plugin detectedif ($nb_found -eq 1){ Log_Me "OK" "Stopping FTS plugin handle $($my_handle)." Stop-Process -Id $my_handle -Force Log_Me "OK" "Plugin FTS handle $($my_handle) stopped." }else{ Log_Me "ERROR" "Several plugins detected..."}exit//Laurent.On 04 Feb, 2013,at 08:28 PM, William Rentfrow wrentf...@stratacominc.com wrote:I've spent a LOT of time on this with BMC support and I wanted to know if anyone else had similar problems and how they fixed it.Essentially we can not get FTS to remain stable. It will always eventually crash and need to be restarted, which essentially means restarting ARS since its' a plugin.We have Suse linux servers in the server group that are VM's. The mount points where the application is installed is pretty fast NAS (SAN? one of the two) and the index files live here as well.BMC has told us - by way of Lucene, which is the underlying product - that the actual mechanism that writes to SAN/NAS drives is not good for the types of file operations which FTS does in order to do it's work. Essentially we always end up with some form of file lock or read error. In short, you have to have an actual physical drive hooked up the box to make this work.That's NOT happening in our environment.Essentially there's a problem - BMC is saying they support VM's, but FTS can use virtual disks - and it's not really BMC's fault so much as the fault of the underlying engine.Anyone else run into this? Heck, we are getting FTS errors at times when it's been turned OFF for weeks.William Rentfrowwrentf...@stratacominc.comOffice: 715-204-3061Cell: 715-398-5056_ARSlist: "Where the Answers Are" and have been for 20 years_**_ARSlist: "Where the Answers Are" and have been for 20 years_
Re: BMC Chat 8.0.00 experience?
** Yep, and I have quite some troubles to make it work / install it properly (BMC Chat 8), hence the query to the experts there ;)On 04 Feb, 2013,at 08:34 PM, Jamie jamie.bo...@transamerica.com wrote:BMC aquired my-service late last year and are re-marketing it as their chat solution with the help desk, which is different than the AR chat in 8.0 I believe. You can go to http://www.my-eservice.com/ to learn more about the eservice product. ___ 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_
FTS on Virtual Machines - 7.6.04
William I note MT8.0 contains Lucene version 2.9.2. As far as I can tell, this is at least two major releases behind the current release. Version 2.6.2 was released in February 2010 and has been superseded by two minor releases. Perhaps you should download 2.9.4 from an ftp site, or even try 3.6.2. I'm not sure what came between 2.9 and 3.6. Ref: ftp://ftp.mirrorservice.org/sites/ftp.apache.org/lucene/java/2.9.4/ Ref: ftp://ftp.mirrorservice.org/sites/ftp.apache.org/lucene/java/3.6.2/ Simply delete the lucene-*.jar files from Mid Tier WEB-INF/lib and copy the replacement jars from the relevant download. John -- JSS SSO Plugin for BMC ITS http://www.javasystemsolutions.com/jss/ssoplugin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
OT: FTS on Virtual Machines - 7.6.04 (RE ADDM)
Regarding That's NOT happening in our environment. We have had the same trouble with ADDM. BMC's ideal design is to have virtual disks for ADDMhowever a 300gb VM disk is not welcome in our environment so we use NFS. In 9.0 an disk management UI was introduced and remove the need for a manual command line process to change disk configuration. Apparently this only works for VMdisks and since we are using NFS we still need to do the manual process. Our ADDM primary admin has been working with BMC support and I think the documentation is being updated to reflect this shortcoming. Jason On Mon, Feb 4, 2013 at 11:28 AM, William Rentfrow WRentfrow@stratacominc .com wrote: ** I've spent a LOT of time on this with BMC support and I wanted to know if anyone else had similar problems and how they fixed it. ** ** Essentially we can not get FTS to remain stable. It will always eventually crash and need to be restarted, which essentially means restarting ARS since its' a plugin. ** ** We have Suse linux servers in the server group that are VM's. The mount points where the application is installed is pretty fast NAS (SAN? one of the two) and the index files live here as well. ** ** BMC has told us - by way of Lucene, which is the underlying product - that the actual mechanism that writes to SAN/NAS drives is not good for the types of file operations which FTS does in order to do it's work. Essentially we always end up with some form of file lock or read error. In short, you have to have an actual physical drive hooked up the box to make this work. ** ** That's NOT happening in our environment. ** ** Essentially there's a problem - BMC is saying they support VM's, but FTS can use virtual disks - and it's not really BMC's fault so much as the fault of the underlying engine. ** ** Anyone else run into this? Heck, we are getting FTS errors at times when it's been turned OFF for weeks. ** ** William Rentfrow wrentf...@stratacominc.com Office: 715-204-3061 Cell: 715-398-5056 ** ** _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
Re: Enhancement-Rant: BMC - hot fixings for my application environment
We gave up maintaining our ENV details on the support site. Too much effort for no return. Jason On Mon, Feb 4, 2013 at 10:07 AM, patrick zandi remedy...@gmail.com wrote: ** I know we do this almost every year and still appears no one is listening, however I am still hopeful one day that this little rant will be instituted. PROBLEM: BMC has all our configurations and possible Permutations of our ENV if they want -- see support Environments https://support.bmc.com/arsys/apps/remcspenu.bmc.com/SSP/BMC%3ASSP%3AProfile_Configuration_dlg/WSSProfileConfig/?cacheid=96ffecfa --- Yet under patches you get the see the old -- General Patch, 001, or 002 under the patches tab on the EPD location.. etc.. etc.. HOWEVER::: you could possibly make the normal hot fixes -- (not the limited ones), available and shown for our Environments. Rather than preventing your customers from putting in tickets, cause you have to go through... ahhh.. Purgatory Period... to get a technician to say Oh let me search... Nope there are none... then later you find out on the list there is one, and you have to go back again and ask... And well, because you did not ask a Special Way with Special Words.. you find out there is a Hot Fix out there after all.. --- to clear stuff up first,,, I do not have a specific example, or even a recent one. The illustration is one that has happened in the past, and it may be null and void with todays BMC customer support, so don't kill me for the illustration for trying to make a point. -- I was just thinking it makes more sense that we can see those possible patches and see if they apply OR even if the documentation for them was available would be nice, then make a request. Well: just a thought. -- Patrick Zandi _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
Critical: Server Hung
Hi, AR System 7.6.03 ITSM 7.6.04 SP1. The incident management console hangs and hoses the system when users access the Incident Management Overview console. My understanding is that thru a row-level access query, users see the incidents for the group they are member of. If users are a part of many groups, however this can cause problems. How can we prevent this query from crashing the system to the point where our database is unresponsive. Are any others experiencing this performance issue? Any ideas on what we can do to get our system to a stable state? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Critical: Server Hung
Kathy, how many rows are in the table referenced by the console? I've seen this happen in some versions where the form doesn't get cleared, and the SQL queries bog the system down. Rick On Mon, Feb 4, 2013 at 1:50 PM, Kathy Morris kathymorris...@aol.com wrote: ** Hi, ** ** AR System 7.6.03 ITSM 7.6.04 SP1. ** ** The incident management console hangs and hoses the system when users access the Incident Management Overview console. My understanding is that thru a row-level access query, users see the incidents for the group they are member of. If users are a part of many groups, however this can cause problems. How can we prevent this query from crashing the system to the point where our database is unresponsive. Are any others experiencing this performance issue? Any ideas on what we can do to get our system to a stable state? _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
Re: Critical: Server Hung
Kathy,Check with BMC Support. we faced this in 7604 SP2 and there was issue with Overview console.Overview console was single threaded. They provided a Jar file fix for the same Ravi Date: Mon, 4 Feb 2013 13:52:12 -0800 From: remedyr...@gmail.com Subject: Re: Critical: Server Hung To: arslist@ARSLIST.ORG ** Kathy, how many rows are in the table referenced by the console? I've seen this happen in some versions where the form doesn't get cleared, and the SQL queries bog the system down. Rick On Mon, Feb 4, 2013 at 1:50 PM, Kathy Morris kathymorris...@aol.com wrote: ** Hi, AR System 7.6.03 ITSM 7.6.04 SP1. The incident management console hangs and hoses the system when users access the Incident Management Overview console. My understanding is that thru a row-level access query, users see the incidents for the group they are member of. If users are a part of many groups, however this can cause problems.How can we prevent this query from crashing the system to the point where our database is unresponsive. Are any others experiencing this performance issue?Any ideas on what we can do to get our system to a stable state? _ARSlist: Where the Answers Are and have been for 20 years_ _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
Re: Critical: Server Hung
Hi, This is the actual query that hoses our production system. T2068 = Help Desk form SELECT * FROM ( SELECT T2068.C1, C100161, C10, C303497300, C100164, C7, C100218, C105261, C100217, C103009, C100018, C100019, C100150, C179, C100422, C100715, C4, C100079, C100162, C102613, C105785, C105791, C100560, C100151, C100099, C100056, C11, C100080, C100020, C100163, C3, C303497400 FROM T2068 WHERE ((T2068.C7 :SYS_B_00) AND (:SYS_B_01 = :SYS_B_02) AND (:SYS_B_03 = :SYS_B_04) AND ((T2068.C60900 LIKE :SYS_B_05) OR (T2068.C60900 LIKE :SYS_B_06) OR (T2068.C60900 LIKE :SYS_B_07) OR (T2068.C60900 LIKE :SYS_B_08) OR (T2068.C60900 LIKE :SYS_B_09) OR (T2068.C60900 LIKE :SYS_B_10) OR (T2068.C60900 LIKE :SYS_B_11) OR (T2068.C60900 LIKE :SYS_B_12) OR (T2068.C60900 LIKE :SYS_B_13) OR (T2068.C60900 LIKE :SYS_B_14) OR (T2068.C60900 LIKE :SYS_B_15) OR (T2068.C60900 LIKE :SYS_B_16) OR (T2068.C60900 LIKE :SYS_B_17) OR (T2068.C60900 LIKE :SYS_B_18) OR (T2068.C60900 LIKE :SYS_B_19) OR (T2068.C60900 LIKE :SYS_B_20) OR (T2068.C60900 LIKE :SYS_B_21) OR (T2068.C60900 LIKE :SYS_B_22) OR (T2068.C60900 LIKE :SYS_B_23) OR (T2068.C60900 LIKE :SYS_B_24) OR (T2068.C60900 LIKE :SYS_B_25 ) OR (T2068.C60900 LIKE :SYS_B_26) OR (T2068.C60900 LIKE :SYS_B_27) OR (T2068.C60900 LIKE :SYS_B_28) OR (T2068.C60900 LIKE :SYS_B_29) OR (T2068.C60900 LIKE :SYS_B_30) OR (T2068.C60900 LIKE :SYS_B_31) OR (T2068.C60900 LIKE :SYS_B_32) OR (T2068.C60900 LIKE :SYS_B_33) OR (T2068.C60900 LIKE :SYS_B_34) OR (T2068.C60900 LIKE :SYS_B_35) OR (T2068.C60900 LIKE :SYS_B_36) OR (T2068.C60900 LIKE :SYS_B_37) OR (T2068.C60900 LIKE :SYS_B_38) OR (T2068.C60900 LIKE :SYS_B_39) OR (T2068.C60900 LIKE :SYS_B_40) OR (T2068.C60900 LIKE :SYS_B_41) OR (T2068.C112 LIKE :SYS_B_42) OR (T2068.C112 LIKE :SYS_B_43) OR (T2068.C112 LIKE :SYS_B_44) OR (T2068.C112 LIKE :SYS_B_45) OR (T2068.C112 LIKE :SYS_B_46) OR (T2068.C112 LIKE :SYS_B_47) OR (T2068.C112 LIKE :SYS_B_48) OR (T2068.C112 LIKE :SYS_B_49) OR (T2068.C112 LIKE :SYS_B_50) OR (T2068.C112 LIKE :SYS_B_51) OR (T2068.C112 LIKE :SYS_B_52) OR (T2068.C112 LIKE :SYS_B_53) OR (T2068.C112 LIKE :SYS_B_54) OR (T2068.C112 LIKE :SYS_B_55) OR (T2068.C112 LIKE :SYS_B_56) OR (T2068.C112 LIKE :SYS_B_57) OR (T2068.C112 LIKE :SYS_B_58) OR (T2068.C112 LIKE :SYS_B_59 ) OR (T2068.C112 LIKE :SYS_B_60) OR (T2068.C112 LIKE :SYS_B_61) OR (T2068.C112 LIKE :SYS_B_62) OR (T2068.C112 LIKE :SYS_B_63) OR (T2068.C112 LIKE :SYS_B_64) OR (T2068.C112 LIKE :SYS_B_65) OR (T2068.C112 LIKE :SYS_B_66) OR (T2068.C112 LIKE :SYS_B_67) OR (T2068.C112 LIKE :SYS_B_68) OR (T2068.C112 LIKE :SYS_B_69) OR (T2068.C112 LIKE :SYS_B_70) OR (T2068.C112 LIKE :SYS_B_71) OR (T2068.C112 LIKE :SYS_B_72) OR (T2068.C112 LIKE :SYS_B_73) OR (T2068.C112 LIKE :SYS_B_74) OR (T2068.C112 LIKE :SYS_B_75) OR (T2068.C112 LIKE :SYS_B_76) OR (T2068.C112 LIKE :SYS_B_77) OR (T2068.C112 LIKE :SYS_B_78))) ORDER BY C100161 DESC, :SYS_B_79 ASC ) WHERE ROWNUM = :SYS_B_80 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Monday, February 04, 2013 4:52 PM To: arslist@ARSLIST.ORG Subject: Re: Critical: Server Hung ** Kathy, how many rows are in the table referenced by the console? I've seen this happen in some versions where the form doesn't get cleared, and the SQL queries bog the system down. Rick On Mon, Feb 4, 2013 at 1:50 PM, Kathy Morris kathymorris...@aol.com wrote: ** Hi, AR System 7.6.03 ITSM 7.6.04 SP1. The incident management console hangs and hoses the system when users access the Incident Management Overview console. My understanding is that thru a row-level access query, users see the incidents for the group they are member of. If users are a part of many groups, however this can cause problems. How can we prevent this query from crashing the system to the point where our database is unresponsive. Are any others experiencing this performance issue? Any ideas on what we can do to get our system to a stable state? _ARSlist: Where the Answers Are and have been for 20 years_ _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
Re: Critical: Server Hung
conquery.jar ITSMCommonUtils.jar These are multi-threaded versions of the existing jar files so these need to replace the existing ones located in the pluginsvr\qry directory (i.e. C:\Program Files\BMC Software\ARSystem\pluginsvr\qry. You can test by extracting patch 04 installer and put this jar to your system to see if the problem resolved. Regards/Vaibhav On Mon, Feb 4, 2013 at 1:58 PM, ravi rai ravira...@hotmail.com wrote: ** Kathy, Check with BMC Support. we faced this in 7604 SP2 and there was issue with Overview console. Overview console was single threaded. They provided a Jar file fix for the same Ravi -- Date: Mon, 4 Feb 2013 13:52:12 -0800 From: remedyr...@gmail.com Subject: Re: Critical: Server Hung To: arslist@ARSLIST.ORG ** Kathy, how many rows are in the table referenced by the console? I've seen this happen in some versions where the form doesn't get cleared, and the SQL queries bog the system down. Rick On Mon, Feb 4, 2013 at 1:50 PM, Kathy Morris kathymorris...@aol.comwrote: ** Hi, ** ** AR System 7.6.03 ITSM 7.6.04 SP1. ** ** The incident management console hangs and hoses the system when users access the Incident Management Overview console. My understanding is that thru a row-level access query, users see the incidents for the group they are member of. If users are a part of many groups, however this can cause problems. How can we prevent this query from crashing the system to the point where our database is unresponsive. Are any others experiencing this performance issue? Any ideas on what we can do to get our system to a stable state? _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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Critical: Server Hung
Vaibhav has provided the correct must have Overview performance hotfix.. However you need to check the people record of the users and based on the application permission they have, you need to correct the application preference record.. By default it has Yes for all the application under Overview Console... Check out this KA369356 for the hotfix. Example: If a user has only Change User Permission.. he should not be interested for SRM, Asset, Proble, Release, Incident.. We highly recommend you to set No to all unwanted application in the overview console through application preference settings.. 90% of the overview performance issues are resolved with this configuration, as Remedy perform a table scan when they open the overview console... Hope this helps. Regards, Kunal Thanks, Kunal. On Tue, Feb 5, 2013 at 3:51 AM, vaibhav wadekar wadekar.vaib...@gmail.comwrote: ** conquery.jar ITSMCommonUtils.jar These are multi-threaded versions of the existing jar files so these need to replace the existing ones located in the pluginsvr\qry directory (i.e. C:\Program Files\BMC Software\ARSystem\pluginsvr\qry. You can test by extracting patch 04 installer and put this jar to your system to see if the problem resolved. Regards/Vaibhav On Mon, Feb 4, 2013 at 1:58 PM, ravi rai ravira...@hotmail.com wrote: ** Kathy, Check with BMC Support. we faced this in 7604 SP2 and there was issue with Overview console. Overview console was single threaded. They provided a Jar file fix for the same Ravi -- Date: Mon, 4 Feb 2013 13:52:12 -0800 From: remedyr...@gmail.com Subject: Re: Critical: Server Hung To: arslist@ARSLIST.ORG ** Kathy, how many rows are in the table referenced by the console? I've seen this happen in some versions where the form doesn't get cleared, and the SQL queries bog the system down. Rick On Mon, Feb 4, 2013 at 1:50 PM, Kathy Morris kathymorris...@aol.comwrote: ** Hi, ** ** AR System 7.6.03 ITSM 7.6.04 SP1. ** ** The incident management console hangs and hoses the system when users access the Incident Management Overview console. My understanding is that thru a row-level access query, users see the incidents for the group they are member of. If users are a part of many groups, however this can cause problems. How can we prevent this query from crashing the system to the point where our database is unresponsive. Are any others experiencing this performance issue? Any ideas on what we can do to get our system to a stable state? _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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ADDM Synchronization causing AR Server memory leak
HI, Has anyone encountered a situation whereby the synchronization of data between ADDM and AR Admin server has caused the physical memory on the ar server to be chewed up? We are seeing between 6% 8% of physical memory on our ar server is being chewed up on a daily basis whilst the ADDM synch (which runs continuosly) is turned on. We've turned it off a couple of times recently and memory has then remained static. Turn it on again and it goes up. Currently we're getting about 20 days before we have to restart the stack as all physical memory and swap has been consumed. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Chat 8.0.00 experience?
Right - there are two chats at the moment: Agent to agent chat in the back end, where you install a chat server and it allows agents to chat with each other and include that chat in the ticket. There is no charge for this BMC Chat/my-eService allows the automated answers as well as end user to agent chat; answers can come from the eService database and from RKM; users can also see their incidents and any major outage messages. On the backend, the agent has a chat console they are working in; chats can be monitored; you can pre-build standard QAs to help the agents respond to users quickly and with standard language; when done, chats create incidents. All built on AR system. It does cost extra; not every organization will adopt it; but for those who are looking for something like this, it's a pretty sweet product. There's even the ability to translate the conversation in the chat window, if I remember right. Check it out; I haven't tried installing it myself yet, but do keep putting in support tickets and whatnot as you run into snags so we can anything unclear fixed up! Anne Brock Principal SC From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo Sent: Monday, February 04, 2013 11:49 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Chat 8.0.00 experience? ** Yep, and I have quite some troubles to make it work / install it properly (BMC Chat 8), hence the query to the experts there ;) On 04 Feb, 2013,at 08:34 PM, Jamie jamie.bo...@transamerica.com wrote: BMC aquired my-service late last year and are re-marketing it as their chat solution with the help desk, which is different than the AR chat in 8.0 I believe. You can go to http://www.my-eservice.com/ to learn more about the eservice product. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years _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
Re: Critical: Server Hung
If this is Incident Management Console hang issue then you may want to refer defect SW00422595. Regards, Rahul From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of kunal das Sent: Tuesday, 5 February 2013 4:12 AM To: arslist@ARSLIST.ORG Subject: Re: Critical: Server Hung ** Vaibhav has provided the correct must have Overview performance hotfix.. However you need to check the people record of the users and based on the application permission they have, you need to correct the application preference record.. By default it has Yes for all the application under Overview Console... Check out this KA369356 for the hotfix. Example: If a user has only Change User Permission.. he should not be interested for SRM, Asset, Proble, Release, Incident.. We highly recommend you to set No to all unwanted application in the overview console through application preference settings.. 90% of the overview performance issues are resolved with this configuration, as Remedy perform a table scan when they open the overview console... Hope this helps. Regards, Kunal Thanks, Kunal. On Tue, Feb 5, 2013 at 3:51 AM, vaibhav wadekar wadekar.vaib...@gmail.commailto:wadekar.vaib...@gmail.com wrote: ** conquery.jar ITSMCommonUtils.jar These are multi-threaded versions of the existing jar files so these need to replace the existing ones located in the pluginsvr\qry directory (i.e. C:\Program Files\BMC Software\ARSystem\pluginsvr\qry. You can test by extracting patch 04 installer and put this jar to your system to see if the problem resolved. Regards/Vaibhav On Mon, Feb 4, 2013 at 1:58 PM, ravi rai ravira...@hotmail.commailto:ravira...@hotmail.com wrote: ** Kathy, Check with BMC Support. we faced this in 7604 SP2 and there was issue with Overview console. Overview console was single threaded. They provided a Jar file fix for the same Ravi Date: Mon, 4 Feb 2013 13:52:12 -0800 From: remedyr...@gmail.commailto:remedyr...@gmail.com Subject: Re: Critical: Server Hung To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** Kathy, how many rows are in the table referenced by the console? I've seen this happen in some versions where the form doesn't get cleared, and the SQL queries bog the system down. Rick On Mon, Feb 4, 2013 at 1:50 PM, Kathy Morris kathymorris...@aol.commailto:kathymorris...@aol.com wrote: ** Hi, AR System 7.6.03 ITSM 7.6.04 SP1. The incident management console hangs and hoses the system when users access the Incident Management Overview console. My understanding is that thru a row-level access query, users see the incidents for the group they are member of. If users are a part of many groups, however this can cause problems. How can we prevent this query from crashing the system to the point where our database is unresponsive. Are any others experiencing this performance issue? Any ideas on what we can do to get our system to a stable state? _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_ _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
Re: Midtier Loadbalancer is not working - Any suggestion ? - URGENT - Resolved.
Thanks Fred John and others who provided their help and suggestions. Finally the issue was resolved. We have added the entry in all hosts file as well as Infra team has changed it to sticky session at LB end. On Wed, Jan 30, 2013 at 8:50 PM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: ** It sounds like you are going back thru the load balancer from the MT Web server ** ** This is probably not the approved method, but it works for us… ** ** Edit your /etc/hosts file (example is just for the web server line not the entire file) From something like cat /etc/hosts # Do not remove the following line, or various programs # that require network functionality will fail. 127.0.0.1 localhost.localdomain localhost ::1 localhost6.localdomain6 localhost6 192.168.1.194 mtws1 mtws1.corp.com ** ** To something like cat /etc/hosts # Do not remove the following line, or various programs # that require network functionality will fail. 127.0.0.1 localhost.localdomain localhost ::1 localhost6.localdomain6 localhost6 192.168.1.194 mtws1 mtws1.corp.com mtlb mtlb.corp.com ** ** What adding the load balancer web server name to the line for your MidTierweb server does is once your load balancer has transferred a connection to a server it will stay there and not go back to the load balancer. The only downside is once you are on a server you will stay there. ** ** Also … If you have VirtualHosts (with ServerAlias) set up in your apache httpd.conf, make sure to add the load balancer name to that line as well (so your MidTier web server knows itself by both names as well). ** ** Fred ** ** ** ** ** ** *From:* syed Ziyan [mailto:syedziya...@gmail.com] *Sent:* Wednesday, January 30, 2013 12:09 AM *To:* arslist@arslist.org; Grooms, Frederick W *Subject:* Re: Midtier Loadbalancer is not working - Any suggestion ? - URGENT ** ** Hi Fred and All, When I login to Individual MT WS (1 2)- the below are login page http://WS1/arsys/shared/login.jsp http://WS2/arsys/shared/login.jsp Once enter id password, it logged in the page I am looking is below which is fine. - http://MTWS1/arsys/forms/ARSLB/SHR%3ALandingConsole/Default+Administrator+View/?cacheid=c9003b9e http://MTWS2/arsys/forms/ARSLB/SHR%3ALandingConsole/Default+Administrator+View/?cacheid=c9003b9e But when I open MT LB login page (url below) http://MTLB/arsys/shared/login.jsp--- after entering id and password it returns the below page and not getting authenticated and same login page appears with below url - http://MTLB/arsys/shared/login.jsp?/arsys/forms/ARSLB/SHR%3ALandingConsole/Default+Administrator+View/?cacheid=c9003b9e ARSLB = ARS load Balancer We have default web path set in all the ARS servers ar.cfg We are using Linux Linux 2.6.18-194.el5 x86_64 x86_64 x86_64 GNU/Linux DB Oracle 11G 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 1.6.0_35 Please let me know if you need more information. Waiting for your help/suggestion. Thanks Ziyan ** ** -Original Message- On Wed, Jan 30, 2013 at 12:32 AM, Grooms, Frederick W wrote: Just to be clear You can login if you go direct to the MidTier web server http://MTweb1/ars/. http://MTweb1/ars/.. You put into your web browser http://LBweb/ars/. http://LBweb/ars/.. The load balancer forwards the request over to the MidTier web server 1 http://MTweb1/ars/. http://MTweb1/ars/.. What does the URL in your browser show? Also, What OS are your web servers (and MidTier on)? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of syed Ziyan Sent: Tuesday, January 29, 2013 12:18 PM To: arslist@ARSLIST.ORG Subject: Re: Midtier Loadbalancer is not working - Any suggestion ? - URGENT ** Hi John, Thanks for your help.. I tried with changing the default web path (in ar.cfg file ) for all the ARS servers. I am able to login to 2 Individual MT servers but still i can login to MT Load Balancer. When I am opening the URL through browser, the Login Page appears for MT Load Balancer, but there not able to login and can't view any pages. It will be very nice, if you or anybody put some thoughts on it. Thanks Ziyan ** ** _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
Re: FTS on Virtual Machines - 7.6.04
William, Rick,
Just curious, can you please tell us if you are/were mounting your SAN FS
via NFS (which version) or iSCSI (on ethernet or fiber) ?
Thanks.
Sylvain
On Mon, Feb 4, 2013 at 8:48 PM, laurent matheo lm...@me.com wrote:
**
Hi,
We also had some problems with FTS on 7.6.04 sp2 and on Windows
environment.
At a time, search wasn't working anymore (for example in MFS) and you had
a plugin error (can't remember the arerror).
I left the project before BMC support found a solution but I gave the
admins a script that killed the FTS plugin (java process) and armonitor
relaunched it immediately (less than 2 seconds) and search worked again
right away.
Not perfect but it's a way to fast resolve this problem. Perhaps it should
be linked to a live log analysis (?).
Anyway, the thing is that FTS is a Java process, the way I identify it is
via the command line where you can find pluginsvr/fts (or something like
that), you know it's that java process.
Then the script killed it and let armonitor do his job.
Here is the script, it's in powershell for Windows but perhaps it'll give
you a hint for your environment if it's not windows (or a kill should do
the trick at least for testing):
//
#Killing FTS plugin 0.1
#lm...@me.com
#Object:
#This script will detect and kill FTS plugin (will be launched again
#automatically by armonitor service).
#History:
#0.1, 31/01/2012:
#First version
#Use:
#Powershell Script
#Note:
#Distant script needs to be allowed
#Launch powershell as administrator and type
#Set-ExecutionPolicy RemoteSigned
##-
#Parameter
##Log file path
$Log_File =C:\tmp\log.log
#Don't change anything below
##Log function
function Log_Me([string]$level,[string]$msg)
{
#Out-File -filepath $Log_File -append -inputObject $a
$(Get-Date):: $($level) :: $($msg) | Out-File -filepath $Log_File -append
}
##Script
Clear-host
###FTS plugin handle
$p=Get-WmiObject Win32_Process -Filter Name like '%java%' AND CommandLine
like '%\\pluginsvr\\fts;%' | select-Object Handle
###Testing query result
if($p -eq $null)
{
Log_Me WARNING No plugin detected...
exit
}
###Handle
$my_handle=$p.Handle
$nb_found=@($p).count
###Test if only one plugin detected
if ($nb_found -eq 1)
{
Log_Me OK Stopping FTS plugin handle $($my_handle).
Stop-Process -Id $my_handle -Force
Log_Me OK Plugin FTS handle $($my_handle) stopped.
}
else
{
Log_Me ERROR Several plugins detected...
}
exit
//
Laurent.
On 04 Feb, 2013,at 08:28 PM, William Rentfrow wrentf...@stratacominc.com
wrote:
I've spent a LOT of time on this with BMC support and I wanted to know if
anyone else had similar problems and how they fixed it.
Essentially we can not get FTS to remain stable. It will always
eventually crash and need to be restarted, which essentially means
restarting ARS since its' a plugin.
We have Suse linux servers in the server group that are VM's. The mount
points where the application is installed is pretty fast NAS (SAN? one of
the two) and the index files live here as well.
BMC has told us - by way of Lucene, which is the underlying product - that
the actual mechanism that writes to SAN/NAS drives is not good for the
types of file operations which FTS does in order to do it's work.
Essentially we always end up with some form of file lock or read error. In
short, you have to have an actual physical drive hooked up the box to make
this work.
That's NOT happening in our environment.
Essentially there's a problem - BMC is saying they support VM's, but FTS
can use virtual disks - and it's not really BMC's fault so much as the
fault of the underlying engine.
Anyone else run into this? Heck, we are getting FTS errors at times when
it's been turned OFF for weeks.
William Rentfrow
wrentf...@stratacominc.com
Office: 715-204-3061
Cell: 715-398-5056
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