Re: Email Messages Form Indexes?

[Walunjkar, Parshuram]

Yes OOB 2 indexes are present.
Regarding search is slow can you please check API as well as SQL logs.
[cid:image001.png@01CE090B.0CDF3CD0]

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 Drew Shuller
Sent: 11 February 2013 10:44
To: arslist@ARSLIST.ORG
Subject: Email Messages Form Indexes?

** Good morning! Could anyone confirm what indexes are OOB on the Email 
Messages form?

AR Server 7.5 Patch 008, MS SQL 2008 DB

The first index contains 7 colums: Mailbox ID, Message Type, Priority, Send 
Message, Parse Message, Message ID and Execute/Send at. Is this OOB?

The second index is one field, the Unique Identifier. The third one I just 
created with one field, Create Date.

There are 3500 records in that form and an unqualified search is taking over 30 
seconds. A search on create-date >= $DATE$ takes only slightly less time.

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

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Re: Email Messages Form Indexes?

[Joe D'Souza]

 

Drew,

 

With only 3500 records in a form, and if an unqualified search is taking
that much time, you have a bigger problem than indexes in just that one
form. If that form has only 3500 records, and is not expected to grow any
larger than that, I wouldn't even care if there was not a single index on
that form (although that's not a good practice).

 

Take a SQL log when a search is performed on that form, and see what else
gets triggered during that search. There may be Get List filters or other
Active Link related workflow that might be triggered that is doing something
far more than what meets your eye.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Monday, February 11, 2013 12:14 PM
To: arslist@ARSLIST.ORG
Subject: Email Messages Form Indexes?

 

** Good morning! Could anyone confirm what indexes are OOB on the Email
Messages form? 

AR Server 7.5 Patch 008, MS SQL 2008 DB

The first index contains 7 colums: Mailbox ID, Message Type, Priority, Send
Message, Parse Message, Message ID and Execute/Send at. Is this OOB?

The second index is one field, the Unique Identifier. The third one I just
created with one field, Create Date. 

There are 3500 records in that form and an unqualified search is taking over
30 seconds. A search on create-date >= $DATE$ takes only slightly less time.

Drew
Honduras 


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Re: Turn on Filter Logs for a Time Frame

[Mueller, Doug]

If it were me

I think the entry ID of the one row in the form is 001  (but you 
could
do a search on it and get the entry ID for sure).


I would create an escalation against that form with a Run If of

'1' = "001"

(or use name or whatever I just don't know what name the field has).

Then, have an action that does a "set fields" to change the value of the debug 
mode
field.

that is it.


OR, you could have a run if of

1 = 0

that should cause a failure and have the ELSE branch do a push fields to the 
record.
This is a bit more complex so I would stick with the first.



The key stop thinking it is an API program.  It is a FORM.  Just do standard
form things to it.

Doug

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, February 11, 2013 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Turn on Filter Logs for a Time Frame

I don't do much API.  How would I trigger this in my escalation?  A Set Field, 
Push, Run Process.

Thank you!

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Monday, February 11, 2013 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Turn on Filter Logs for a Time Frame

You DO NOT need to do a signal or anything.

Changing the logging mode through the ARSetServerInfo call (which is what the
vendor form uses to interact with the server information) will change the mode
immediately and dynamically.  You do not need to do a server reset.

So, as folks have shared with you, just set up an escalation against the Server
Information vendor form and change the logging setting when you want to turn 
things
on or off.

By the way, you can do the same thing -- using escalations, using filters, 
using the
API, using Web Services, ... -- to any of the server information settings that 
are
exposed through this form.  Be careful of some of the more involved ones (things
like passwords and port settings) because the actual value is a formatted string
with the UI pulling it out into table fields and then reformatting it for 
submission.
If you go direct, you can change these values, but you need to do the 
formatting of
things yourself.

I hope this helps,

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, February 11, 2013 8:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Turn on Filter Logs for a Time Frame

Easy ... Look to see if you have a form on your system of "Configuration 
ARDBC".  That should be a vendor form of your server's ar.ini file.   You can 
update the logging value thru a set fields or push fields action.  Turning on 
logging means changing the value for where Name="Debug-mode".

The only thing I don't remember off hand is if you then have to do an arsignal 
to have the server read the configuration settings

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, February 11, 2013 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Turn on Filter Logs for a Time Frame

** 
Can I write an escalation that will turn on the filter logging?  I want to 
catch one of my feeds that happens at 11:45 pm but I tend to be asleep at that 
time of day.  I was wondering if anyone had written some escalations that would 
turn on logging then turn it off at a particular time.



ARS 7.1 p 6
ITSM 7.0.3 p 9
Window 2003
MS SQ 2005
IIS/Tomcat
RKM 7.2 p 4
MidTier 7.5 p 3

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Re: JOB: BMC Analytics resource (INACTIVE)

[arslist]

As long as the "client" doesn't exclude anyone who is on the list J

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: February 11, 2013 11:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: JOB: BMC Analytics resource (INACTIVE)

 

** 

All,

Please note that the below post is not active anymore. The "client" reached
out and stated that they did not want resources recruited from the list.

 

On Thu, Feb 7, 2013 at 11:42 AM, Tauf Chowdhury  wrote:

All,

I have a position for someone who can install/configure BMC Analytics and
Dashboards which includes Business Objects, Dashboards, etc... 

This person would also need to be able to customize the universe as
necessary and develop some reports based on an ITSM 7.6.x system. This is a
3+ month consulting position. 

The client requires US Citizens only. Most of the work will be remote but
initially, some on-site presence is required in the Miami, Fl region. 

Please reach out to me at ta...@hinds8.com for more info and include your
resume. 

(I wish I could do this since it's in Miami!!) 
Thanks in advance.



-- 
Tauf Chowdhury




-- 
Tauf Chowdhury

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


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Multi-Tenancy Question

[Hennigan, Sandra]

Any Multi-Tenancy gurus out there?

ARS 8.0
Oracle 11g
ITSM 8.0

Is there a way to share Customer People Records but completely segregate 
Incidents?

We are using Multi-Tenancy and Operating Company to separate Business Units. 
Each Operating Company can only see their own People Records, tickets, CIs etc. 
Works well. Was working well.

Except -

Now the different Operating Companies want to share a Customer Company but 
still keep "their" tickets separate from each other Company.

Scenario here:
Support User Pete has access to his Operating Company and the Customer's 
Company - he can submit Incidents for either Company. His Operating Company 
Incidents are isolated away from other Operating Company's Incidents.  He 
submits an Incident for the Customer's Company. If the Incident is assigned to 
his Operating Company, no other Operating Company has permission to modify the 
Incident BUT all other Operating Companies can view and report on the Customer 
Incident.

Thank you,

Sandra Hennigan
Remedy Developer

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Re: Email Messages Form Indexes?

[patchsk]

The email engine keeps a copy of OOTB email form and workflow def file in 
AREmail installation folder.
You can open that def file in  text editor and navigate to the Email 
Messagessection and see the index fields there.
I have a copy of 8.x Email Messages form and here are fields I see as 
indexed.
  index  : 18093 18092 18096 18099 18098 18082 18097
  index  : 179
Please compare the field IDs with the names.

With just 3500 records 30 sec seems to be high. Grab the actual SQL from 
sql logs and directly run from the database.

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Re: Upgrade ARS 7.1 to ARS 7.6.04 SP4 - UNICODE issue

[patchsk]

Why is option 2, not feasible? I think that is the most cleanest way.
There might be some hardwork for copying the data but you  can use tools 
like (RRRChive, BMC DDM-Delta Data Migration).
Yes there is some learning curve to understand those tools but once you 
spend a day or two to test various scenarios the copying of data is pretty 
much automated. Just execute a command and it does everything for you.

I think what you could do is:
1. First run the upgrade on ARS7.1(Just the ARS no Email,ARDBC etc..)
2. Convert the objects to custom or overly as needed.
3. Run the installer again to upgrade remaining components.
4. Readjust overlays, custom objects as needed.
5. Take a full export of all the def files.
6. Now build a new ARS with OOTB objects  with no sample data, just 
plain vanilla remedy.
7. Import your objects from Step5 into the new vanilla environment.
8. Run the (RRRChive or BMC DDM) to copy the data from 7.1 to new version.
9. Test all your integrations and applications.
10. Fix all the bugs in the new environment.
11. Rerun (RRRChive or BMC DDM) to copy the data from 7.1(PROD) to new 
version env.
12. Cut over the new environment as your production.
13. Rebuild your dev,test environment from a copy of new production.

We have actually upgraded from 7.1 to 8.x and things seems to be fine so 
far.

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Re: Turn on Filter Logs for a Time Frame

[Pargeter, Christie :CO IS]

I don't do much API.  How would I trigger this in my escalation?  A Set Field, 
Push, Run Process.

Thank you!

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Monday, February 11, 2013 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Turn on Filter Logs for a Time Frame

You DO NOT need to do a signal or anything.

Changing the logging mode through the ARSetServerInfo call (which is what the
vendor form uses to interact with the server information) will change the mode
immediately and dynamically.  You do not need to do a server reset.

So, as folks have shared with you, just set up an escalation against the Server
Information vendor form and change the logging setting when you want to turn 
things
on or off.

By the way, you can do the same thing -- using escalations, using filters, 
using the
API, using Web Services, ... -- to any of the server information settings that 
are
exposed through this form.  Be careful of some of the more involved ones (things
like passwords and port settings) because the actual value is a formatted string
with the UI pulling it out into table fields and then reformatting it for 
submission.
If you go direct, you can change these values, but you need to do the 
formatting of
things yourself.

I hope this helps,

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, February 11, 2013 8:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Turn on Filter Logs for a Time Frame

Easy ... Look to see if you have a form on your system of "Configuration 
ARDBC".  That should be a vendor form of your server's ar.ini file.   You can 
update the logging value thru a set fields or push fields action.  Turning on 
logging means changing the value for where Name="Debug-mode".

The only thing I don't remember off hand is if you then have to do an arsignal 
to have the server read the configuration settings

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, February 11, 2013 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Turn on Filter Logs for a Time Frame

** 
Can I write an escalation that will turn on the filter logging?  I want to 
catch one of my feeds that happens at 11:45 pm but I tend to be asleep at that 
time of day.  I was wondering if anyone had written some escalations that would 
turn on logging then turn it off at a particular time.



ARS 7.1 p 6
ITSM 7.0.3 p 9
Window 2003
MS SQ 2005
IIS/Tomcat
RKM 7.2 p 4
MidTier 7.5 p 3

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Re: SOLVED (sort of): Weird New Window Active Link Issue

[Tanner, Doug]

Great Example of Incident Management vs. Problem Management :)
Doug

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, February 11, 2013 2:09 PM
To: arslist@ARSLIST.ORG
Subject: SOLVED (sort of): Weird New Window Active Link Issue

**
I tried this and it didn't work in this situation but I have seen that resolve 
issues in the past as well.  The problem seems to be View specific as well, 
it's just that a specific group accesses this specific View.

Since this defect is annoying some important users, I've basically created a 
new view by copying one that works, then modifying it to be like the broken 
one, and modified my Active Link to point to the new view.  That doesn't help 
me identify what caused the problem but at least this gets rid of the error for 
now.  Since we've been using this same application since about 2005 on ARS 6.x  
with only minor updates, I will just keep an eye on it and hopefully no other 
views on the form get messed up.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Sanford, Claire
Sent: Monday, February 11, 2013 12:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
Try adding the person to a new group.  Keep them in their current groups, but 
add them to another one.

This seems to resolve a lot of the "Caught Exception" errors we see.

We have created a dummy group that we add people to.  We add them as 
Unavailable and Associate Member.  It works!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, February 11, 2013 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
That's a good suggestion, although in this case it didn't help.  I tried 
deleting the search preferences and the ar user preference record because I've 
seen that get corrupted as well.  Fortunately I have a test user that I can use 
to experiment with, but unfortunately this problem only occurs in Production.  
Perhaps after hours I will try replacing the ClientCore.js file with the one 
from my test system where I can't recreate the error to see if it works, 
although they should be exactly the same.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A
Sent: Monday, February 11, 2013 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
I've seen this error from time to time in Change Management and sometimes in 
Incident.
Alert: Caught exception :Invalid property value.
It happens by user and usually flushing the cache on the mid-tiers clears it 
up. However, on one occasion I had a user that could not be fixed by this 
method. They would see this error whenever they would search. After opening a 
case with BMC, they recommended that I wipe out the Application Search 
Preferences for user with the issue. Apparently the user had a corrupt entry in 
that form and when the Change or Incident form would open, this form was 
retrieved and would cause the error. After clearing out the search preferences, 
the error went away. I had to export the searches before I cleared it out so 
that I could import them afterwards. It solved the issue. I don't know if this 
is even related since you have a custom application, but I thought I would 
mention it anyway.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, February 11, 2013 8:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
Michael,

I didn't enable IE compatibility mode.  I'm not even sure how to do that on IE 
9 but I will Google for it.  That would mostly be a concern because getting 
anything changed on our desktops, settings or software wise, requires just 
short of a papal conclave.

I am keying off of $GROUPS$ which has worked for several years and for over a 
year on 7.6.4 so I don't think that is the problem.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nau, Michael
Sent: Monday, February 11, 2013 2:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
Shawn,


-   did you try enable IE compatibility mode to rule out JavaScript issues?

Regards,
Michael


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Sha

SOLVED (sort of): Weird New Window Active Link Issue

[Pierson, Shawn]

I tried this and it didn't work in this situation but I have seen that resolve 
issues in the past as well.  The problem seems to be View specific as well, 
it's just that a specific group accesses this specific View.

Since this defect is annoying some important users, I've basically created a 
new view by copying one that works, then modifying it to be like the broken 
one, and modified my Active Link to point to the new view.  That doesn't help 
me identify what caused the problem but at least this gets rid of the error for 
now.  Since we've been using this same application since about 2005 on ARS 6.x  
with only minor updates, I will just keep an eye on it and hopefully no other 
views on the form get messed up.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, February 11, 2013 12:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
Try adding the person to a new group.  Keep them in their current groups, but 
add them to another one.

This seems to resolve a lot of the "Caught Exception" errors we see.

We have created a dummy group that we add people to.  We add them as 
Unavailable and Associate Member.  It works!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, February 11, 2013 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
That's a good suggestion, although in this case it didn't help.  I tried 
deleting the search preferences and the ar user preference record because I've 
seen that get corrupted as well.  Fortunately I have a test user that I can use 
to experiment with, but unfortunately this problem only occurs in Production.  
Perhaps after hours I will try replacing the ClientCore.js file with the one 
from my test system where I can't recreate the error to see if it works, 
although they should be exactly the same.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A
Sent: Monday, February 11, 2013 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
I've seen this error from time to time in Change Management and sometimes in 
Incident.
Alert: Caught exception :Invalid property value.
It happens by user and usually flushing the cache on the mid-tiers clears it 
up. However, on one occasion I had a user that could not be fixed by this 
method. They would see this error whenever they would search. After opening a 
case with BMC, they recommended that I wipe out the Application Search 
Preferences for user with the issue. Apparently the user had a corrupt entry in 
that form and when the Change or Incident form would open, this form was 
retrieved and would cause the error. After clearing out the search preferences, 
the error went away. I had to export the searches before I cleared it out so 
that I could import them afterwards. It solved the issue. I don't know if this 
is even related since you have a custom application, but I thought I would 
mention it anyway.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, February 11, 2013 8:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
Michael,

I didn't enable IE compatibility mode.  I'm not even sure how to do that on IE 
9 but I will Google for it.  That would mostly be a concern because getting 
anything changed on our desktops, settings or software wise, requires just 
short of a papal conclave.

I am keying off of $GROUPS$ which has worked for several years and for over a 
year on 7.6.4 so I don't think that is the problem.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nau, Michael
Sent: Monday, February 11, 2013 2:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
Shawn,


-   did you try enable IE compatibility mode to rule out JavaScript issues?

Regards,
Michael


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Sunday, February 10, 2013 3:19 PM
To: arslist@ARSLIST.ORG
Subject: Weird New Window Active Link Issue

**
Good morning,

I've got a weird error with a custom application on ARS 7.6.4 SP2 that just 
started appearing.  Basically, I've got a deployable application with two 
different support groups and roles.  From the Console of this appl

Re: Remedy ITSM 7.6.04 - Mid Tier Update Question

[PSS, Srikanth]

Claire,

Scenario 1
ARSuiteKit_midtierWar_7604SP4_Windows.zip
THEN
MT_7604SP4_2013JAN17_CU_ALL

is the right option.

Thanks,

Srikanth PSS
Remedy AR System R&D
BMC Software, Inc.

http://try.onbmc.com


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: Monday, February 11, 2013 11:16 PM
To: arslist@ARSLIST.ORG
Subject: Remedy ITSM 7.6.04 - Mid Tier Update Question

**
I need to update to MT_7604SP4.

If I download the patch MT_7604SP4_2013JAN17_CU_ALL Will it include everything 
that is in the ARSuiteKit_midtierWar_7604SP4_Windows.zip update or do I need to 
that first?

Scenario 1
ARSuiteKit_midtierWar_7604SP4_Windows.zip
THEN
MT_7604SP4_2013JAN17_CU_ALL

Or

Scenario 2
MT_7604SP4_2013JAN17_CU_ALL

Thank You!


ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Mid-Tier Version 7.6.04 SP3 201208101612 Hotfix
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

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

Claire

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

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Re: AR System .NET and COM API 8.0

[Carl Wilson]

Thanks Prakash.


 
Kind Regards,
 
Carl Wilson
 
www.missingpiecessoftware.com

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Prakash Roy
Sent: 11 February 2013 17:04
To: arslist@ARSLIST.ORG
Subject: AR System .NET and COM API 8.0

Hi,

BMC is happy to announce the availability of "AR System .NET and COM API 8.0" 
for download at BMCDN location:

https://communities.bmc.com/communities/docs/DOC-22613

Updated  notes:
 
- Upgraded to 8.0 version. Wraps the AR System C API version 8.0_build001 and 
offers  new API enhancements introduced in this version. 

- As with previous releases of this API, it allows for communicating with  
pre-7.6 or 7.6 version AR System Servers.

- As with previous revisions of this API, it is being provided as unsupported  
and with limited testing. So please validate your existing tools/integrations  
work just fine with this upgrade. 

- If you find any defects etc, please share them with us. Also if you run  into 
any issues, feel free to ask questions on this forum (and/or) share your  
knowledge in using this API with rest of the BMCDN community by providing  
answers/tips/information.

 
 
 
 
IMPORTANT:  This API continues to remain officially unsupported at this time.
If  customers seek to use a supported AR System API, the C/Java API remain
the  APIs of choice for our customer's various development needs.

Thanks,
Prakash

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Remedy ITSM 7.6.04 - Mid Tier Update Question

[Sanford, Claire]

I need to update to MT_7604SP4.

If I download the patch MT_7604SP4_2013JAN17_CU_ALL Will it include everything 
that is in the ARSuiteKit_midtierWar_7604SP4_Windows.zip update or do I need to 
that first?

Scenario 1
ARSuiteKit_midtierWar_7604SP4_Windows.zip
THEN
MT_7604SP4_2013JAN17_CU_ALL

Or

Scenario 2
MT_7604SP4_2013JAN17_CU_ALL

Thank You!


ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Mid-Tier Version 7.6.04 SP3 201208101612 Hotfix
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

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

Claire


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Re: Turn on Filter Logs for a Time Frame

[Pargeter, Christie :CO IS]

Thank you everyone!  I will be testing this before I do in prod but I am glad 
the option is there!

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Monday, February 11, 2013 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Turn on Filter Logs for a Time Frame

You DO NOT need to do a signal or anything.

Changing the logging mode through the ARSetServerInfo call (which is what the 
vendor form uses to interact with the server information) will change the mode 
immediately and dynamically.  You do not need to do a server reset.

So, as folks have shared with you, just set up an escalation against the Server 
Information vendor form and change the logging setting when you want to turn 
things on or off.

By the way, you can do the same thing -- using escalations, using filters, 
using the API, using Web Services, ... -- to any of the server information 
settings that are exposed through this form.  Be careful of some of the more 
involved ones (things like passwords and port settings) because the actual 
value is a formatted string with the UI pulling it out into table fields and 
then reformatting it for submission.
If you go direct, you can change these values, but you need to do the 
formatting of things yourself.

I hope this helps,

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, February 11, 2013 8:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Turn on Filter Logs for a Time Frame

Easy ... Look to see if you have a form on your system of "Configuration 
ARDBC".  That should be a vendor form of your server's ar.ini file.   You can 
update the logging value thru a set fields or push fields action.  Turning on 
logging means changing the value for where Name="Debug-mode".

The only thing I don't remember off hand is if you then have to do an arsignal 
to have the server read the configuration settings

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, February 11, 2013 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Turn on Filter Logs for a Time Frame

**
Can I write an escalation that will turn on the filter logging?  I want to 
catch one of my feeds that happens at 11:45 pm but I tend to be asleep at that 
time of day.  I was wondering if anyone had written some escalations that would 
turn on logging then turn it off at a particular time.



ARS 7.1 p 6
ITSM 7.0.3 p 9
Window 2003
MS SQ 2005
IIS/Tomcat
RKM 7.2 p 4
MidTier 7.5 p 3

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Re: Turn on Filter Logs for a Time Frame

[Mueller, Doug]

You DO NOT need to do a signal or anything.

Changing the logging mode through the ARSetServerInfo call (which is what the
vendor form uses to interact with the server information) will change the mode
immediately and dynamically.  You do not need to do a server reset.

So, as folks have shared with you, just set up an escalation against the Server
Information vendor form and change the logging setting when you want to turn 
things
on or off.

By the way, you can do the same thing -- using escalations, using filters, 
using the
API, using Web Services, ... -- to any of the server information settings that 
are
exposed through this form.  Be careful of some of the more involved ones (things
like passwords and port settings) because the actual value is a formatted string
with the UI pulling it out into table fields and then reformatting it for 
submission.
If you go direct, you can change these values, but you need to do the 
formatting of
things yourself.

I hope this helps,

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, February 11, 2013 8:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Turn on Filter Logs for a Time Frame

Easy ... Look to see if you have a form on your system of "Configuration 
ARDBC".  That should be a vendor form of your server's ar.ini file.   You can 
update the logging value thru a set fields or push fields action.  Turning on 
logging means changing the value for where Name="Debug-mode".

The only thing I don't remember off hand is if you then have to do an arsignal 
to have the server read the configuration settings

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, February 11, 2013 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Turn on Filter Logs for a Time Frame

** 
Can I write an escalation that will turn on the filter logging?  I want to 
catch one of my feeds that happens at 11:45 pm but I tend to be asleep at that 
time of day.  I was wondering if anyone had written some escalations that would 
turn on logging then turn it off at a particular time.



ARS 7.1 p 6
ITSM 7.0.3 p 9
Window 2003
MS SQ 2005
IIS/Tomcat
RKM 7.2 p 4
MidTier 7.5 p 3

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AR System .NET and COM API 8.0

[Prakash Roy]

Hi,

BMC is happy to announce the availability of "AR System .NET and COM API 8.0" 
for download at BMCDN location:

https://communities.bmc.com/communities/docs/DOC-22613

Updated  notes:
 
- Upgraded to 8.0 version. Wraps the AR System C API version 8.0_build001 and 
offers  new API enhancements introduced in this version. 

- As with previous releases of this API, it allows for communicating with  
pre-7.6 or 7.6 version AR System Servers.

- As with previous revisions of this API, it is being provided as unsupported  
and with limited testing. So please validate your existing tools/integrations  
work just fine with this upgrade. 

- If you find any defects etc, please share them with us. Also if you run  into 
any issues, feel free to ask questions on this forum (and/or) share your  
knowledge in using this API with rest of the BMCDN community by providing  
answers/tips/information.

 
 
 
 
IMPORTANT:  This API continues to remain officially unsupported at this time.
If  customers seek to use a supported AR System API, the C/Java API remain
the  APIs of choice for our customer's various development needs.

Thanks,
Prakash

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Email Messages Form Indexes?

[Drew Shuller]

Good morning! Could anyone confirm what indexes are OOB on the Email
Messages form?

AR Server 7.5 Patch 008, MS SQL 2008 DB

The first index contains 7 colums: Mailbox ID, Message Type, Priority, Send
Message, Parse Message, Message ID and Execute/Send at. Is this OOB?

The second index is one field, the Unique Identifier. The third one I just
created with one field, Create Date.

There are 3500 records in that form and an unqualified search is taking
over 30 seconds. A search on create-date >= $DATE$ takes only slightly less
time.

Drew
Honduras

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Upgrade ARS 7.1 to ARS 7.6.04 SP4 - UNICODE issue

[Antonio Monizza]

Hello listers,

we're upgrading an ARS 7.1 patch 7 non UNICODE on AIX 5.3 against an Oracle
DB with UTF8 character set to ARS 7.6.04 SP4 always on Oracle with UTF8

As a first step we're doing the upgrade on our dev environment, then we'll
proceed with test env and finally with prod

During the installation process, after the Type of Installation (Upgrade,
Overwrite, Server group) step, for which we selected the Upgrade option,
the Installer gave us the following error:

"The database is configured for UNICODE but your system LANG variable is
set to C
You must change your LANG variable to a supported UNICODE language before
you can complete this installation"

Now:
1) our current ARS 7.1 non UNICODE installation has been always running
without any problem on a UNICODE Oracle db
2) our idea is to avoid all the complications involved in transforming our
ARS installation into a UNICODE ARS, mostly because we realized in the past
that it wasn't possible to change ARS from non UNICODE to UNICODE during
the execution of the ARS 7.1 upgrade scipt, and BMC told us to do a fresh
new installation and data exp/imp instead, which is not feasible for us

We just opened a ticket to BMC and they told us that the upgrade from
Non-Unicode to Unicode environment and Unicode to non-Unicode is not
supported from ARS 7.5 onward, and that we should tell our DBA to change
the database to non-Unicode to proceed with the ARS 7.6 upgrade

Again, for a number of reasons we cannot change our DB to non UNICODE.

How should we proceed now? Any tips?

Thanks a lot in advance

Kind Regards,
Antonello Monizza

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Re: User client issue

[itsm.support]

Hi,

Issue might be with window size. Data is stored in the ar.ini (client machine) 
or in the User Preferences form.

Solution might be renaming ar.ini or delete their user preference record. Next 
time they log into the user tool it will recreate user preferences using the 
default values.

Secondly: If you are using 7.6.04 tools.

You are supposed to use User tool for Administrative activities only. For other 
things such as accessing Incident, you should be using Mid Tier.
If you are trying to access the application (IM, PM, CM etc..) then it might 
happen as you explained.

It would be much helpful if you could provide current ARS & ITSM version you 
are on.

--
Regards,
ITSM Support
 
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 Vinay Kumar Anumula
Sent: Friday, February 08, 2013 5:05 PM
To: arslist@ARSLIST.ORG
Subject: User client issue

Hi all,

Some of our customers are facing an issue with BMC Remedy user client.
When ever any entrypoint is clicked ,the application is opening up but it is 
getting shrink on left hand side corner.
We are using latest version of user client.

Has anyone came across like this issue especially with user client.

Any assistance in this regard would be really helpful.

Thanks in advance..

Regards,
Vinay

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Re: Turn on Filter Logs for a Time Frame

[Grooms, Frederick W]

Easy ... Look to see if you have a form on your system of "Configuration 
ARDBC".  That should be a vendor form of your server's ar.ini file.   You can 
update the logging value thru a set fields or push fields action.  Turning on 
logging means changing the value for where Name="Debug-mode".

The only thing I don't remember off hand is if you then have to do an arsignal 
to have the server read the configuration settings

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, February 11, 2013 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Turn on Filter Logs for a Time Frame

** 
Can I write an escalation that will turn on the filter logging?  I want to 
catch one of my feeds that happens at 11:45 pm but I tend to be asleep at that 
time of day.  I was wondering if anyone had written some escalations that would 
turn on logging then turn it off at a particular time.



ARS 7.1 p 6
ITSM 7.0.3 p 9
Window 2003
MS SQ 2005
IIS/Tomcat
RKM 7.2 p 4
MidTier 7.5 p 3

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Re: JOB: BMC Analytics resource (INACTIVE)

[Tauf Chowdhury]

All,
Please note that the below post is not active anymore. The "client" reached
out and stated that they did not want resources recruited from the list.


On Thu, Feb 7, 2013 at 11:42 AM, Tauf Chowdhury  wrote:

> All,
> I have a position for someone who can install/configure BMC Analytics and
> Dashboards which includes Business Objects, Dashboards, etc...
> This person would also need to be able to customize the universe as
> necessary and develop some reports based on an ITSM 7.6.x system. This is a
> 3+ month consulting position.
> The client requires US Citizens only. Most of the work will be remote but
> initially, some on-site presence is required in the Miami, Fl region.
> Please reach out to me at ta...@hinds8.com for more info and include your
> resume.
> (I wish I could do this since it's in Miami!!)
> Thanks in advance.
>
> --
> *Tauf Chowdhury
>
> *
>



-- 
*Tauf Chowdhury

*

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Re: Turn on Filter Logs for a Time Frame

[Ben Chernys]

7.1?  I think so.  

 

There is a vendor form called "AR System Administration: Server
Information".  You could push to the single record there (representing
values in ar.conf).  If you do not have this form (I am not sure what
release it was introduced), you could still use driver to set the
appropriate values in the "server information variables".

 

Meta-Update can do either option, can generate log file names as desired,
and can be fired by cron or at.  

 

Cheers



Ben Chernys
Senior Software Architect
Description: logoSthInc-sm  

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

We are a BMC Technology Alliance Partner


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

Section for a ITSM 7.6.04 and 8.0.0 Fields spreadsheet.

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

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: February-11-13 16:55
To: arslist@ARSLIST.ORG
Subject: Turn on Filter Logs for a Time Frame

 

** 

Can I write an escalation that will turn on the filter logging?  I want to
catch one of my feeds that happens at 11:45 pm but I tend to be asleep at
that time of day.  I was wondering if anyone had written some escalations
that would turn on logging then turn it off at a particular time.

 

 

 

ARS 7.1 p 6

ITSM 7.0.3 p 9

Window 2003

MS SQ 2005

IIS/Tomcat

RKM 7.2 p 4

MidTier 7.5 p 3

 

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


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<>

smime.p7s
Description: S/MIME cryptographic signature

Re: Weird New Window Active Link Issue

[Pierson, Shawn]

That's a good suggestion, although in this case it didn't help.  I tried 
deleting the search preferences and the ar user preference record because I've 
seen that get corrupted as well.  Fortunately I have a test user that I can use 
to experiment with, but unfortunately this problem only occurs in Production.  
Perhaps after hours I will try replacing the ClientCore.js file with the one 
from my test system where I can't recreate the error to see if it works, 
although they should be exactly the same.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A
Sent: Monday, February 11, 2013 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
I've seen this error from time to time in Change Management and sometimes in 
Incident.
Alert: Caught exception :Invalid property value.
It happens by user and usually flushing the cache on the mid-tiers clears it 
up. However, on one occasion I had a user that could not be fixed by this 
method. They would see this error whenever they would search. After opening a 
case with BMC, they recommended that I wipe out the Application Search 
Preferences for user with the issue. Apparently the user had a corrupt entry in 
that form and when the Change or Incident form would open, this form was 
retrieved and would cause the error. After clearing out the search preferences, 
the error went away. I had to export the searches before I cleared it out so 
that I could import them afterwards. It solved the issue. I don't know if this 
is even related since you have a custom application, but I thought I would 
mention it anyway.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, February 11, 2013 8:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
Michael,

I didn't enable IE compatibility mode.  I'm not even sure how to do that on IE 
9 but I will Google for it.  That would mostly be a concern because getting 
anything changed on our desktops, settings or software wise, requires just 
short of a papal conclave.

I am keying off of $GROUPS$ which has worked for several years and for over a 
year on 7.6.4 so I don't think that is the problem.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nau, Michael
Sent: Monday, February 11, 2013 2:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
Shawn,


-   did you try enable IE compatibility mode to rule out JavaScript issues?

Regards,
Michael


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Sunday, February 10, 2013 3:19 PM
To: arslist@ARSLIST.ORG
Subject: Weird New Window Active Link Issue

**
Good morning,

I've got a weird error with a custom application on ARS 7.6.4 SP2 that just 
started appearing.  Basically, I've got a deployable application with two 
different support groups and roles.  From the Console of this application, 
there is a button that launches the primary form in search mode.  On that 
button there are two active links, one for each support group.  Here's where it 
gets weird.

Out of nowhere, Support Group A gets an error when they click on the link to 
open the form in search mode.  The error says:
Caught exception :Invalid property value.
Once that pops up, the form fails to actually load.  In the Workflow Logging 
window, it displays:
Alert: Caught exception :Invalid property value.
Unfortunately, that's not where this issue ends.  There are several other times 
that this error will not pop up:

1)  When you click the link as a user with admin rights.

2)  When you click the link as a member of the other support group (the 
other Active Link is identical, except that it opens a different view of the 
form and is tied to the other group.)

3)  When you click the link in Firefox or Chrome.

I'm really stumped.  At first I didn't think I could recreate it since I mainly 
use Firefox for Remedy (IE 9 is a piece of garbage) and I tried in IE with my 
admin account since I set it up as a member of that group.  However, when I use 
my test user with IE 9, I get this error every time.  I tried making a copy of 
the form view as well as making a new Active Link and disabling the old one.  
I've tried clearing browser cache, server cache, a complete restart of 
everything to do with Remedy, and none of it makes any difference.  The timing 
of this error popping up was very strange, since it has been months since I've 
made any changes to this appli

Turn on Filter Logs for a Time Frame

[Pargeter, Christie :CO IS]

Can I write an escalation that will turn on the filter logging?  I want
to catch one of my feeds that happens at 11:45 pm but I tend to be
asleep at that time of day.  I was wondering if anyone had written some
escalations that would turn on logging then turn it off at a particular
time.

 

 

 

ARS 7.1 p 6

ITSM 7.0.3 p 9

Window 2003

MS SQ 2005

IIS/Tomcat

RKM 7.2 p 4

MidTier 7.5 p 3

 


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Re: Weird New Window Active Link Issue

[Ortega, Jesus A]

I've seen this error from time to time in Change Management and sometimes in 
Incident.
Alert: Caught exception :Invalid property value.
It happens by user and usually flushing the cache on the mid-tiers clears it 
up. However, on one occasion I had a user that could not be fixed by this 
method. They would see this error whenever they would search. After opening a 
case with BMC, they recommended that I wipe out the Application Search 
Preferences for user with the issue. Apparently the user had a corrupt entry in 
that form and when the Change or Incident form would open, this form was 
retrieved and would cause the error. After clearing out the search preferences, 
the error went away. I had to export the searches before I cleared it out so 
that I could import them afterwards. It solved the issue. I don't know if this 
is even related since you have a custom application, but I thought I would 
mention it anyway.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, February 11, 2013 8:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
Michael,

I didn't enable IE compatibility mode.  I'm not even sure how to do that on IE 
9 but I will Google for it.  That would mostly be a concern because getting 
anything changed on our desktops, settings or software wise, requires just 
short of a papal conclave.

I am keying off of $GROUPS$ which has worked for several years and for over a 
year on 7.6.4 so I don't think that is the problem.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nau, Michael
Sent: Monday, February 11, 2013 2:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
Shawn,


-   did you try enable IE compatibility mode to rule out JavaScript issues?

Regards,
Michael


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Sunday, February 10, 2013 3:19 PM
To: arslist@ARSLIST.ORG
Subject: Weird New Window Active Link Issue

**
Good morning,

I've got a weird error with a custom application on ARS 7.6.4 SP2 that just 
started appearing.  Basically, I've got a deployable application with two 
different support groups and roles.  From the Console of this application, 
there is a button that launches the primary form in search mode.  On that 
button there are two active links, one for each support group.  Here's where it 
gets weird.

Out of nowhere, Support Group A gets an error when they click on the link to 
open the form in search mode.  The error says:
Caught exception :Invalid property value.
Once that pops up, the form fails to actually load.  In the Workflow Logging 
window, it displays:
Alert: Caught exception :Invalid property value.
Unfortunately, that's not where this issue ends.  There are several other times 
that this error will not pop up:

1)  When you click the link as a user with admin rights.

2)  When you click the link as a member of the other support group (the 
other Active Link is identical, except that it opens a different view of the 
form and is tied to the other group.)

3)  When you click the link in Firefox or Chrome.

I'm really stumped.  At first I didn't think I could recreate it since I mainly 
use Firefox for Remedy (IE 9 is a piece of garbage) and I tried in IE with my 
admin account since I set it up as a member of that group.  However, when I use 
my test user with IE 9, I get this error every time.  I tried making a copy of 
the form view as well as making a new Active Link and disabling the old one.  
I've tried clearing browser cache, server cache, a complete restart of 
everything to do with Remedy, and none of it makes any difference.  The timing 
of this error popping up was very strange, since it has been months since I've 
made any changes to this application.  Any suggestions or ideas?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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Re: Weird New Window Active Link Issue

[Pierson, Shawn]

I just did some additional testing, and it seems to be related to the 
ClientCore.js file in some way.  When I look at the error Console it displays 
the following:

SCRIPT5007: Unable to get value of the property 'DoLayout': object is null or 
undefined
ClientCore.js, line 11 character 784262<0>

So it does appear to be JavaScript related, although I don't understand why I 
can view that form by going to it in "New" mode and clicking the button to put 
it in "Search" mode, but going straight to "Search" simply causes an error 
message.  I suspect something got corrupted, but I'm not sure if it's actually 
the JavaScript as the error indicates, or if the application server is not 
passing something correctly to the Mid Tier to cause that "DoLayout" object to 
not be defined.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Pierson, Shawn
Sent: Monday, February 11, 2013 8:39 AM
To: arslist@ARSLIST.ORG
Subject: RE: Weird New Window Active Link Issue

Michael,

I didn't enable IE compatibility mode.  I'm not even sure how to do that on IE 
9 but I will Google for it.  That would mostly be a concern because getting 
anything changed on our desktops, settings or software wise, requires just 
short of a papal conclave.

I am keying off of $GROUPS$ which has worked for several years and for over a 
year on 7.6.4 so I don't think that is the problem.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nau, Michael
Sent: Monday, February 11, 2013 2:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
Shawn,


-   did you try enable IE compatibility mode to rule out JavaScript issues?

Regards,
Michael


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Sunday, February 10, 2013 3:19 PM
To: arslist@ARSLIST.ORG
Subject: Weird New Window Active Link Issue

**
Good morning,

I've got a weird error with a custom application on ARS 7.6.4 SP2 that just 
started appearing.  Basically, I've got a deployable application with two 
different support groups and roles.  From the Console of this application, 
there is a button that launches the primary form in search mode.  On that 
button there are two active links, one for each support group.  Here's where it 
gets weird.

Out of nowhere, Support Group A gets an error when they click on the link to 
open the form in search mode.  The error says:
Caught exception :Invalid property value.
Once that pops up, the form fails to actually load.  In the Workflow Logging 
window, it displays:
Alert: Caught exception :Invalid property value.
Unfortunately, that's not where this issue ends.  There are several other times 
that this error will not pop up:

1)  When you click the link as a user with admin rights.

2)  When you click the link as a member of the other support group (the 
other Active Link is identical, except that it opens a different view of the 
form and is tied to the other group.)

3)  When you click the link in Firefox or Chrome.

I'm really stumped.  At first I didn't think I could recreate it since I mainly 
use Firefox for Remedy (IE 9 is a piece of garbage) and I tried in IE with my 
admin account since I set it up as a member of that group.  However, when I use 
my test user with IE 9, I get this error every time.  I tried making a copy of 
the form view as well as making a new Active Link and disabling the old one.  
I've tried clearing browser cache, server cache, a complete restart of 
everything to do with Remedy, and none of it makes any difference.  The timing 
of this error popping up was very strange, since it has been months since I've 
made any changes to this application.  Any suggestions or ideas?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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Re: Adding a Cusotm Field to Notification (Task)

[Keith fawcett]

This is the instructions for notifications related to HPD, but you should be 
able to find the same filters related to CHG.

https://communities.bmc.com/communities/docs/DOC-17824

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Re: Weird New Window Active Link Issue

[Pierson, Shawn]

Michael,

I didn't enable IE compatibility mode.  I'm not even sure how to do that on IE 
9 but I will Google for it.  That would mostly be a concern because getting 
anything changed on our desktops, settings or software wise, requires just 
short of a papal conclave.

I am keying off of $GROUPS$ which has worked for several years and for over a 
year on 7.6.4 so I don't think that is the problem.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nau, Michael
Sent: Monday, February 11, 2013 2:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird New Window Active Link Issue

**
Shawn,


-   did you try enable IE compatibility mode to rule out JavaScript issues?

Regards,
Michael


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Sunday, February 10, 2013 3:19 PM
To: arslist@ARSLIST.ORG
Subject: Weird New Window Active Link Issue

**
Good morning,

I've got a weird error with a custom application on ARS 7.6.4 SP2 that just 
started appearing.  Basically, I've got a deployable application with two 
different support groups and roles.  From the Console of this application, 
there is a button that launches the primary form in search mode.  On that 
button there are two active links, one for each support group.  Here's where it 
gets weird.

Out of nowhere, Support Group A gets an error when they click on the link to 
open the form in search mode.  The error says:
Caught exception :Invalid property value.
Once that pops up, the form fails to actually load.  In the Workflow Logging 
window, it displays:
Alert: Caught exception :Invalid property value.
Unfortunately, that's not where this issue ends.  There are several other times 
that this error will not pop up:

1)  When you click the link as a user with admin rights.

2)  When you click the link as a member of the other support group (the 
other Active Link is identical, except that it opens a different view of the 
form and is tied to the other group.)

3)  When you click the link in Firefox or Chrome.

I'm really stumped.  At first I didn't think I could recreate it since I mainly 
use Firefox for Remedy (IE 9 is a piece of garbage) and I tried in IE with my 
admin account since I set it up as a member of that group.  However, when I use 
my test user with IE 9, I get this error every time.  I tried making a copy of 
the form view as well as making a new Active Link and disabling the old one.  
I've tried clearing browser cache, server cache, a complete restart of 
everything to do with Remedy, and none of it makes any difference.  The timing 
of this error popping up was very strange, since it has been months since I've 
made any changes to this application.  Any suggestions or ideas?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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Re: Error when installing SLM 7.604 SP1

[Mahmoud Mahdy-Mohamed, Vodafone Egypt]

Thanks Very much, It is resolved Now :)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abhishek Gupta
Sent: Monday, February 11, 2013 11:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error when installing SLM 7.604 SP1

**

Please leave the "instance name"  field blank and proceed with the installation.

Regards,
Abhishek gupta
On Feb 11, 2013 2:54 PM, "Mahmoud Mahdy-Mohamed, Vodafone Egypt" 
mailto:mahmoud.mahdy-moha...@vodafone.com>> 
wrote:
**
The below is the error that I'm facing:
"Database connection failed; credentials may be incorrect or database may not 
be running or correctly configured; please press Previous to return to the 
database information."

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE 
arslist Aditya Sharma
Sent: Monday, February 11, 2013 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error when installing SLM 7.604 SP1

** **
What is the error you get?
Sent from my BlackBerry(r) smartphone from !DEA

From: "Mahmoud Mahdy-Mohamed, Vodafone Egypt" 
mailto:mahmoud.mahdy-moha...@vodafone.com>>
Sender: "Action Request System discussion list(ARSList)" 
mailto:arslist@ARSLIST.ORG>>
Date: Mon, 11 Feb 2013 08:43:34 +
To: mailto:arslist@ARSLIST.ORG>>
ReplyTo: arslist@ARSLIST.ORG
Subject: Error when installing SLM 7.604 SP1

Dears,

Kindly I need your help as I'm facing a problem when installing SLM 7.6.04 SP1, 
I put the below parameters for DB ( I can log with these parameters to SQL 
server), however it gives me an error in installation.
I'm wondering , what is the error..??!!.





Thanks,
Best Regards,

Mahmoud Mahdy Mohammed,PMP | Business Process Automation
Technology | Products & Services Delivery
Phone: +20(0)104999638
Mail: 
mahmoud.mahdy-moha...@vodafone.com


*

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The recipient hereby is committed to hold in strict confidence the contents of 
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without the prior written consent of Vodafone Egypt S.A.E. Recipient will be 
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the Answers Are" and have been for 20 years_

*

The content of this document is classified as Vodafone Egypt S.A.E. 
Confidential and Proprietary Information.

The recipient hereby is committed to hold in strict confidence the contents of 
this (e-mail, document, information) and not to disclose to any third party 
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If you have received this message in error, please notify the sender by return 
e-mail and delete the message in its entirety, including any attachments.

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

*

The content of this document is classified as Vodafone Egypt S.A.E. 
Confidential and Proprietary Information.

The recipient hereby is committed to hold in strict confidence the contents of 
this (e-mail, document, information) and not to disclose to any third party 
without the prior written consent of Vodafone Egypt S.A.E. Recipient will be 
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Re: Error when installing SLM 7.604 SP1

[Abhishek Gupta]

Please leave the "instance name"  field blank and proceed with the
installation.

Regards,
Abhishek gupta
On Feb 11, 2013 2:54 PM, "Mahmoud Mahdy-Mohamed, Vodafone Egypt" <
mahmoud.mahdy-moha...@vodafone.com> wrote:

> **
>
> The below is the error that I’m facing:
>
> “Database connection failed; credentials may be incorrect or database may
> not be running or correctly configured; please press Previous to return to
> the database information.”
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *SUBSCRIBE arslist Aditya Sharma
> *Sent:* Monday, February 11, 2013 11:10 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Error when installing SLM 7.604 SP1
>
> ** **
>
> ** ** 
>
> What is the error you get?
>
> Sent from my BlackBerry® smartphone from !DEA
>  --
>
> *From: *"Mahmoud Mahdy-Mohamed, Vodafone Egypt" <
> mahmoud.mahdy-moha...@vodafone.com> 
>
> *Sender: *"Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG> 
>
> *Date: *Mon, 11 Feb 2013 08:43:34 +
>
> *To: *
>
> *ReplyTo: *arslist@ARSLIST.ORG 
>
> *Subject: *Error when installing SLM 7.604 SP1
>
> ** **
>
> Dears,
>
> ** **
>
> Kindly I need your help as I’m facing a problem when installing SLM 7.6.04
> SP1, I put the below parameters for DB ( I can log with these parameters to
> SQL server), however it gives me an error in installation.
>
> I’m wondering , what is the error..??!!.
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
> *Thanks,*
>
> *Best Regards,*
>
> * *
>
> *Mahmoud Mahdy Mohammed,PMP* | Business Process Automation*
> **Technology | Products & Services Delivery*
> *Phone:* +20(0)104999638 *
> Mail:* *mahmoud.mahdy-moha...@vodafone.com
> *
>
> ** **
>
>
> *
> 
>
> The content of this document is classified as Vodafone Egypt S.A.E.
> Confidential and Proprietary Information.
>
> The recipient hereby is committed to hold in strict confidence the
> contents of this (e-mail, document, information) and not to disclose to any
> third party without the prior written consent of Vodafone Egypt S.A.E.
> Recipient will be held liable for any unauthorized disclosure.
>
> If you have received this message in error, please notify the sender by
> return e-mail and delete the message in its entirety, including any
> attachments.
>
> http://www.vodafone.com.eg
>
>
> *
> 
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist:
> "Where the Answers Are" and have been for 20 years_ 
>
>
> *
>
> The content of this document is classified as Vodafone Egypt S.A.E.
> Confidential and Proprietary Information.
>
> The recipient hereby is committed to hold in strict confidence the
> contents of this (e-mail, document, information) and not to disclose to any
> third party without the prior written consent of Vodafone Egypt S.A.E.
> Recipient will be held liable for any unauthorized disclosure.
>
> If you have received this message in error, please notify the sender by
> return e-mail and delete the message in its entirety, including any
> attachments.
>
> http://www.vodafone.com.eg
>
>
> *
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Re: Error when installing SLM 7.604 SP1

[Mahmoud Mahdy-Mohamed, Vodafone Egypt]

The below is the error that I'm facing:
"Database connection failed; credentials may be incorrect or database may not 
be running or correctly configured; please press Previous to return to the 
database information."

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE arslist Aditya Sharma
Sent: Monday, February 11, 2013 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error when installing SLM 7.604 SP1

** **
What is the error you get?
Sent from my BlackBerry(r) smartphone from !DEA

From: "Mahmoud Mahdy-Mohamed, Vodafone Egypt" 

Sender: "Action Request System discussion list(ARSList)" 
Date: Mon, 11 Feb 2013 08:43:34 +
To: 
ReplyTo: arslist@ARSLIST.ORG
Subject: Error when installing SLM 7.604 SP1

Dears,

Kindly I need your help as I'm facing a problem when installing SLM 7.6.04 SP1, 
I put the below parameters for DB ( I can log with these parameters to SQL 
server), however it gives me an error in installation.
I'm wondering , what is the error..??!!.





Thanks,
Best Regards,

Mahmoud Mahdy Mohammed,PMP | Business Process Automation
Technology | Products & Services Delivery
Phone: +20(0)104999638
Mail: 
mahmoud.mahdy-moha...@vodafone.com


*

The content of this document is classified as Vodafone Egypt S.A.E. 
Confidential and Proprietary Information.

The recipient hereby is committed to hold in strict confidence the contents of 
this (e-mail, document, information) and not to disclose to any third party 
without the prior written consent of Vodafone Egypt S.A.E. Recipient will be 
held liable for any unauthorized disclosure.

If you have received this message in error, please notify the sender by return 
e-mail and delete the message in its entirety, including any attachments.

http://www.vodafone.com.eg

*
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the Answers Are" and have been for 20 years_

*

The content of this document is classified as Vodafone Egypt S.A.E. 
Confidential and Proprietary Information.

The recipient hereby is committed to hold in strict confidence the contents of 
this (e-mail, document, information) and not to disclose to any third party 
without the prior written consent of Vodafone Egypt S.A.E. Recipient will be 
held liable for any unauthorized disclosure.

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Re: Weird New Window Active Link Issue

[Nau, Michael]

Shawn,


-   did you try enable IE compatibility mode to rule out JavaScript issues?

-   How do you decide which Active Link fires, via GROUPS or GROUPIDS?

Regards,
Michael


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Sunday, February 10, 2013 3:19 PM
To: arslist@ARSLIST.ORG
Subject: Weird New Window Active Link Issue

**
Good morning,

I've got a weird error with a custom application on ARS 7.6.4 SP2 that just 
started appearing.  Basically, I've got a deployable application with two 
different support groups and roles.  From the Console of this application, 
there is a button that launches the primary form in search mode.  On that 
button there are two active links, one for each support group.  Here's where it 
gets weird.

Out of nowhere, Support Group A gets an error when they click on the link to 
open the form in search mode.  The error says:
Caught exception :Invalid property value.
Once that pops up, the form fails to actually load.  In the Workflow Logging 
window, it displays:
Alert: Caught exception :Invalid property value.
Unfortunately, that's not where this issue ends.  There are several other times 
that this error will not pop up:

1)  When you click the link as a user with admin rights.

2)  When you click the link as a member of the other support group (the 
other Active Link is identical, except that it opens a different view of the 
form and is tied to the other group.)

3)  When you click the link in Firefox or Chrome.

I'm really stumped.  At first I didn't think I could recreate it since I mainly 
use Firefox for Remedy (IE 9 is a piece of garbage) and I tried in IE with my 
admin account since I set it up as a member of that group.  However, when I use 
my test user with IE 9, I get this error every time.  I tried making a copy of 
the form view as well as making a new Active Link and disabling the old one.  
I've tried clearing browser cache, server cache, a complete restart of 
everything to do with Remedy, and none of it makes any difference.  The timing 
of this error popping up was very strange, since it has been months since I've 
made any changes to this application.  Any suggestions or ideas?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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here. If you cannot access 
hyperlink, please e-mail sender.
_ARSlist: "Where the Answers Are" and have been for 20 years_

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