OT: BMC going private

[Easter, David]

I'm sure many of you have seen the news articles on BMC going private - e.g. 
Exclusive: Buyout firms team up to take BMC Software private - 
sources.
   I just wanted to assure everyone that this will be nothing but a positive 
for the future of AR System.  By removing the need to answer to shareholder 
value, BMC can be less conservative about innovation choices - which could lead 
to substantial leaps forward in user experience and customer return on 
investment.  By melding the two well established idioms of "thinking outside 
the box" and providing "out-of-the-box" functionality, we'll be able to create 
instant value for our customers the first time they interact with our products.

Before even a new line of code is written, BMC Customer Support will be 
implementing new policies to improve BMC's Customer Satisfaction Index (CSI).  
Inspired by the acronym, BMC has created crack teams of IT forensic 
investigators in several major cities that can be called out to the scene of a 
violent IT event - crashes, network issues causing link death, abnormal parent 
or child process termination, etc.  These teams will work on an issue until 
it's resolved or until a new case comes up in the next week - whichever comes 
first.

Another area of focus will be heavier participation in social media.  While BMC 
is active on Twitter and Facebook, we'll be expanding into Vine.  Customers 
will be able to submit a description of their incident to Customer Service as 
long as the issue can be described in six seconds or less.  The response will 
also honor the six second limit of Vine, although content is further limited 
because it takes about five seconds to say "Hi, this is Jeff from BMC Support.  
Our goal at BMC is to provide you with an excellent customer service 
experience."  Related to this, there's an Instagram interface under development 
that will enable customers to take a picture of the error message on their 
screen but make it appear to be from an Apple ][ plus circa 1979.

We've decided that moving AR System to Java was the wrong way to go - so we'll 
be switching over to utilizing more off-the-shelf technologies like 
IFTTT to drive workflow and using a modern GUI provided by 
the same engine that drives Minecraft.  By using these 
ready-made technologies, we'll be able to realize a huge competitive advantage 
as our developers work on features unique to BMC.  While I can't really talk 
about far futures much, I can say that we're partnering with other technology 
leaders in the industry to get ahead of the curve.  A strong partnership with 
Google is being investigated to create a "driverless help desk".We'll be 
building on the BMC Virtual Agent technology and Google's driverless car AI to 
work customer submitted help desk tickets to completion while the Technical 
Support Engineer sits back and reads the paper, drinks a latte, etc.

I look forward to sharing this future with all of you.   Amazing possibilities 
resulting in leadership & freedom of opportunity look sensational!

-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect reality or those of BMC Software, Inc.  My 
voluntary attempt at humor in this forum is not intended to convey a role as a 
spokesperson, liaison or public relations representative for BMC Software, Inc.


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Re: CentOS 6.3 Installation Port Mapper Issue

[Nathan Brandt]

Thanks guys for the reply.

As I said, I re-installed ARS with explicit TCP port number and it worked.

About PortMapper
1. I don't see any earlier errors in /var/log/messages related to PortMapper
2. Contents of /etc/hosts look like this
172.16.1.3   localhost.localdomain localhost
::1  localhost6.localdomain6 localhost6
172.16.1.3  arsserver.unserdomain.com arsserver

I know that CentOS 6.3 (for that matter even RHEL 6.* ) is not there in
compatibility matrix for 7.6.04 SP2.
But I have read on the web, people having installed ARS 7.6.04 on RHEL 6.*.

~ Nathan



On Mon, Apr 1, 2013 at 11:47 AM, Parekar, Rahul wrote:

> **
>
> Just look at the /var/log/messages for any message related to portmap.  It
> may that while server tried registering with portmaper it uses wrong ip?**
> **
>
> What ip/host entries do you have in /etc/hosts file?
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Nathan Brandt
> *Sent:* Monday, 1 April 2013 11:26 AM
> *To:* arslist@ARSLIST.ORGIt
> *Subject:* CentOS 6.3 Installation Port Mapper Issue
>
> ** **
>
> ** 
>
> I am trying to install ARS 7.6.04 SP2 on 64 bit Centos 6.3 on top of
> Oracle database. For now, I am using same machine to install db, midtier
> and AR Server.
>
> ** **
>
> This is what I did
>
> - Created a user in OS oracle and installed oracle database using this
> user at
>
>   /home/oracle/app/
>
> - Installed ARS using root user
>
> ** **
>
> Installation goes fine, but in the end, during system validation checks, I
> get a message
>
> "AR System Server unable to create (390600, 0) for TCP"
>
> ** **
>
> User Tool gives this error when trying to connect to AR Server.
>
> ARERR [90] Cannot establish a network connection to the AR System server
>  RPC: Program not registered
>
> ** **
>
> Then I did re-installation with following 
>
> Register with Portmapper: NO
>
> AR System Server TCP Port Number: 8081
>
> AR System Server Plug-in TCP Port Number: 8082
>
> ** **
>
> and it worked fine.
>
> ** **
>
> Are there any issues if we we keep "Register with Portmapper: YES"?
>
> ** **
>
> ~ Nathan
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: BMC going private

[Coleman, Gavin]

You know I really should learn not to check my work emails early on a bank 
holiday. I nearly fell for that David! I particularly like the last paragraph.




Sent from Samsung mobile

"Easter, David"  wrote:
**
I’m sure many of you have seen the news articles on BMC going private – e.g. 
Exclusive: Buyout firms team up to take BMC Software private - 
sources.
   I just wanted to assure everyone that this will be nothing but a positive 
for the future of AR System.  By removing the need to answer to shareholder 
value, BMC can be less conservative about innovation choices – which could lead 
to substantial leaps forward in user experience and customer return on 
investment.  By melding the two well established idioms of “thinking outside 
the box” and providing “out-of-the-box” functionality, we’ll be able to create 
instant value for our customers the first time they interact with our products.

Before even a new line of code is written, BMC Customer Support will be 
implementing new policies to improve BMC’s Customer Satisfaction Index (CSI).  
Inspired by the acronym, BMC has created crack teams of IT forensic 
investigators in several major cities that can be called out to the scene of a 
violent IT event – crashes, network issues causing link death, abnormal parent 
or child process termination, etc.  These teams will work on an issue until 
it’s resolved or until a new case comes up in the next week – whichever comes 
first.

Another area of focus will be heavier participation in social media.  While BMC 
is active on Twitter and Facebook, we’ll be expanding into Vine.  Customers 
will be able to submit a description of their incident to Customer Service as 
long as the issue can be described in six seconds or less.  The response will 
also honor the six second limit of Vine, although content is further limited 
because it takes about five seconds to say “Hi, this is Jeff from BMC Support.  
Our goal at BMC is to provide you with an excellent customer service 
experience.”  Related to this, there’s an Instagram interface under development 
that will enable customers to take a picture of the error message on their 
screen but make it appear to be from an Apple ][ plus circa 1979.

We’ve decided that moving AR System to Java was the wrong way to go – so we’ll 
be switching over to utilizing more off-the-shelf technologies like 
IFTTT to drive workflow and using a modern GUI provided by 
the same engine that drives Minecraft.  By using these 
ready-made technologies, we’ll be able to realize a huge competitive advantage 
as our developers work on features unique to BMC.  While I can’t really talk 
about far futures much, I can say that we’re partnering with other technology 
leaders in the industry to get ahead of the curve.  A strong partnership with 
Google is being investigated to create a “driverless help desk”.We’ll be 
building on the BMC Virtual Agent technology and Google’s driverless car AI to 
work customer submitted help desk tickets to completion while the Technical 
Support Engineer sits back and reads the paper, drinks a latte, etc.

I look forward to sharing this future with all of you.   Amazing possibilities 
resulting in leadership & freedom of opportunity look sensational!

-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect reality or those of BMC Software, Inc.  My 
voluntary attempt at humor in this forum is not intended to convey a role as a 
spokesperson, liaison or public relations representative for BMC Software, Inc.

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

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Re: BMC going private

[Rem_Developer]

Great way to start day...  :)

"driverless help desk" - surely worth it :)

Dhananjay

From: Easter, David [via ARS (Action Request System)] 
[mailto:ml-node+s1093659n7587698...@n2.nabble.com]
Sent: 01 April 2013 12:32
To: Dhananjay Deshpande
Subject: OT: BMC going private

**
I'm sure many of you have seen the news articles on BMC going private - e.g. 
Exclusive: Buyout firms team up to take BMC Software private - 
sources.
   I just wanted to assure everyone that this will be nothing but a positive 
for the future of AR System.  By removing the need to answer to shareholder 
value, BMC can be less conservative about innovation choices - which could lead 
to substantial leaps forward in user experience and customer return on 
investment.  By melding the two well established idioms of "thinking outside 
the box" and providing "out-of-the-box" functionality, we'll be able to create 
instant value for our customers the first time they interact with our products.

Before even a new line of code is written, BMC Customer Support will be 
implementing new policies to improve BMC's Customer Satisfaction Index (CSI).  
Inspired by the acronym, BMC has created crack teams of IT forensic 
investigators in several major cities that can be called out to the scene of a 
violent IT event - crashes, network issues causing link death, abnormal parent 
or child process termination, etc.  These teams will work on an issue until 
it's resolved or until a new case comes up in the next week - whichever comes 
first.

Another area of focus will be heavier participation in social media.  While BMC 
is active on Twitter and Facebook, we'll be expanding into Vine.  Customers 
will be able to submit a description of their incident to Customer Service as 
long as the issue can be described in six seconds or less.  The response will 
also honor the six second limit of Vine, although content is further limited 
because it takes about five seconds to say "Hi, this is Jeff from BMC Support.  
Our goal at BMC is to provide you with an excellent customer service 
experience."  Related to this, there's an Instagram interface under development 
that will enable customers to take a picture of the error message on their 
screen but make it appear to be from an Apple ][ plus circa 1979.

We've decided that moving AR System to Java was the wrong way to go - so we'll 
be switching over to utilizing more off-the-shelf technologies like 
IFTTT to drive workflow and using a modern GUI provided by 
the same engine that drives Minecraft.  By using these 
ready-made technologies, we'll be able to realize a huge competitive advantage 
as our developers work on features unique to BMC.  While I can't really talk 
about far futures much, I can say that we're partnering with other technology 
leaders in the industry to get ahead of the curve.  A strong partnership with 
Google is being investigated to create a "driverless help desk".We'll be 
building on the BMC Virtual Agent technology and Google's driverless car AI to 
work customer submitted help desk tickets to completion while the Technical 
Support Engineer sits back and reads the paper, drinks a latte, etc.

I look forward to sharing this future with all of you.   Amazing possibilities 
resulting in leadership & freedom of opportunity look sensational!

-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect reality or those of BMC Software, Inc.  My 
voluntary attempt at humor in this forum is not intended to convey a role as a 
spokesperson, liaison or public relations representative for BMC Software, Inc.

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

If you reply to this email, your message will be added to the discussion below:
http://ars-action-request-system.1093659.n2.nabble.com/OT-BMC-going-private-tp7587698.html
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NAML

AREA - ITSM 8.1 - can not make it work!

[Dan Miller]

Hi all

i have a clean build 8.1.  i am experimenting with AREA 8.1 in its simplest 
form, basically trying to authenticate the support staff against their local 
AD...  simple one might think, but no...   i have been fighting with it for a 
week now and seem to be getting no where fast.  I am going to try and list the 
symptoms and findings here in the hope that someone can help (why can the 
simplest form of AD integration not be simple a few check boxes to make work 
like in most apps with this feature, and bury the clever stuff that the 
minority might want!!)

1. I have created a test user in AD called “test user”, with a password of 
“Password1”, and a USERNAME=123456
2. I have created a people record called “Test User” with a ARS password of 
“Window5” , and a USERNAME=123456
3. Placed the AD user into the default USERS container to avoid any confusion 
of OU’s
4. Tested both users in their own environment to make sure they log in
5. Setup AREA form in its simplest form with 
- hostname = AD server
- port = 389 (confirmed AD is answering on this port via telnet to that 
port)
- bind user is my own AD account which is domain admin
- userbase = CM=Users,DC=DOMAIN  (note this domain has only 
a single extension, i.e. where BMC is bmc.com, in this domain it would just be 
“bmc”)
- User Search Filter = userPrincipalName=%\USER$
- Group membership = None
- everything else is default
6.In the EA tab::
- RPC port = 390695
- Cross ref blank pas = CHECKED
- Auth string chaining = “AREA - ARS”


So, what happens…  
- If I log into remedy using 123456 and Window5 then it logs in fine as expected
- If I log into remedy using 123456 and Password1 then it will not authenticate

I then tried a few of the different chaining modes to see what would happen.  
None work except when I set it to:
- ARS – OS – AREA
At this point, I can now log into Remedy using EITHER the AD password or the 
ARS password.

First question, what is “OS” in the chaining policy?  I am assuming operating 
system, but what settings is it using, how is it getting those details, is it 
from some settings in the AREA form?  I ask this, as when I went into AREA form 
and mess-up up the search stings and what not, but the login using AD password 
STILL worked, so it is like it does not use AREA config for the OS chaining 
function.

I then fixed AREA config, but changed the “User Search Filter” to use 
“displayName” and then tested login using “TestUser” as login name with AD 
password, and it failed.  I tried then using the USERNAME again and it still 
worked!

I am now very confused, as the configuration of this in 8.1 DOES on paper look 
simple.  I turned logging of filter to finest but go nothing of i8ntrest…  it 
is like it is just not doing anything.  I am just wondering have I missed a key 
point… I know in 7.65 is was a lot harder, but in 8.x it is supposed to be 
simpler…  it installs the plugin as part of install etc, so I am just wondering 
is something broke, or am I being an idiot (I suspect the latter unfortunately)

Cheers
dan

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Re: Survey

[Hennigan, Sandra]

Thank you, Jason. Just what I wanted to hear. For the first month, no surveys 
are to go to the customer as the team gets accustomed to using their new Remedy.

Sandra Hennigan
Remedy Developer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Monday, April 01, 2013 2:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Survey

**
It looks like all of the surveys were moved to SRM.  You configure Incident to 
create a Service Request and SRM will handle the survey; even if the Incident 
didn't originate in SRM.  In the SRD that creates the Incident you choose the 
survey you want to send upon Incident (Service Request) closure.

Here is a KB article about it (older version but I think it still applies)
https://kb.bmc.com/infocenter/index?page=content&id=KA287622&actp=search&viewlocale=en_US&searchid=1364485292624

It kind of makes sense that SRM is the customer facing piece for submitting, 
viewing status, searching KB and responding to surveys.  1 consistent interface 
that all apps can use.

Jason

On Fri, Mar 29, 2013 at 11:03 AM, Hennigan, Sandra 
mailto:sandra.henni...@usdoj.gov>> wrote:
**
ARS & ITSM 8.1 (Full ITSM)
Windows 2008 SP2
Oracle 11g

Sanity check, please.

ITSM with SRM has out of the box Survey & workflow tied to SRM and individual 
SRDs.
There is no HPD:Help Desk Survey out of the box as with previous ITSM versions.

Is this correct? Yes/No

I have searched thru the online BMC guides and searched Dev Studio for Forms 
with “Survey” in the form name and not found any reference to HPD Survey.

I am trying to verify so that out of the blue our customers will not be getting 
a Survey for closed Incident tickets.

Thank you,

Sandra Hennigan
Remedy Developer

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

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

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Re: AREA - ITSM 8.1 - can not make it work!

[Carl Wilson]

Hi,
A couple of things to note here.

1.  If you supply a password in ARS, this will be what is authenticated 
against.  To trigger an external authentication method you need to remove the 
password in ARS for that user - which in turn uses the "Cross Reference Blank 
Passwords" setting and the Authentication Chaining methods configured.
2.  Always have a user with a password set, such as an Administration account, 
so when external authentication does not work you can get back into the system 
(Demo is normally blank, as is appadmin).
3.  The Bind user for the AD credentials needs to be the fully qualified user 
from AD (CN, OU, DS, etc), not just the short user name.
4.  The Authentication Chaining is dependent on the password being supplied in 
the ARS configuration to how it behaives, this is explained in the guides.  It 
is recommended to not set the Authentication Method in earlier versions of ARS 
as it used to introduce instability, but I believe that has been rectified.  
You can play with the options once AREA is setup and working to see the 
different results, but for now I would leave it as "Off" to get started.
 
Kind Regards,
 
Carl Wilson
 
http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dan Miller
Sent: 01 April 2013 11:26
To: arslist@ARSLIST.ORG
Subject: AREA - ITSM 8.1 - can not make it work!

Hi all

i have a clean build 8.1.  i am experimenting with AREA 8.1 in its simplest 
form, basically trying to authenticate the support staff against their local 
AD...  simple one might think, but no...   i have been fighting with it for a 
week now and seem to be getting no where fast.  I am going to try and list the 
symptoms and findings here in the hope that someone can help (why can the 
simplest form of AD integration not be simple a few check boxes to make work 
like in most apps with this feature, and bury the clever stuff that the 
minority might want!!)

1. I have created a test user in AD called “test user”, with a password of 
“Password1”, and a USERNAME=123456
2. I have created a people record called “Test User” with a ARS password of 
“Window5” , and a USERNAME=123456
3. Placed the AD user into the default USERS container to avoid any confusion 
of OU’s
4. Tested both users in their own environment to make sure they log in
5. Setup AREA form in its simplest form with 
- hostname = AD server
- port = 389 (confirmed AD is answering on this port via telnet to that 
port)
- bind user is my own AD account which is domain admin
- userbase = CM=Users,DC=DOMAIN  (note this domain has only 
a single extension, i.e. where BMC is bmc.com, in this domain it would just be 
“bmc”)
- User Search Filter = userPrincipalName=%\USER$
- Group membership = None
- everything else is default
6.In the EA tab::
- RPC port = 390695
- Cross ref blank pas = CHECKED
- Auth string chaining = “AREA - ARS”


So, what happens…  
- If I log into remedy using 123456 and Window5 then it logs in fine as expected
- If I log into remedy using 123456 and Password1 then it will not authenticate

I then tried a few of the different chaining modes to see what would happen.  
None work except when I set it to:
- ARS – OS – AREA
At this point, I can now log into Remedy using EITHER the AD password or the 
ARS password.

First question, what is “OS” in the chaining policy?  I am assuming operating 
system, but what settings is it using, how is it getting those details, is it 
from some settings in the AREA form?  I ask this, as when I went into AREA form 
and mess-up up the search stings and what not, but the login using AD password 
STILL worked, so it is like it does not use AREA config for the OS chaining 
function.

I then fixed AREA config, but changed the “User Search Filter” to use 
“displayName” and then tested login using “TestUser” as login name with AD 
password, and it failed.  I tried then using the USERNAME again and it still 
worked!

I am now very confused, as the configuration of this in 8.1 DOES on paper look 
simple.  I turned logging of filter to finest but go nothing of i8ntrest…  it 
is like it is just not doing anything.  I am just wondering have I missed a key 
point… I know in 7.65 is was a lot harder, but in 8.x it is supposed to be 
simpler…  it installs the plugin as part of install etc, so I am just wondering 
is something broke, or am I being an idiot (I suspect the latter unfortunately)

Cheers
dan

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Remedy Outgoing Email Error

[Hennigan, Sandra]

ARS & ITSM 8.1 (Full ITSM)
Windows 2008 SP2
Oracle 11g

Outgoing email is being sent using. Error on Outgoing messages:

530 5.7.1 Client was not authenticated
com.sun.mail.smtp.SMTPSendFailedException: 530 5.7.1 Client was not 
authenticated

at 
com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1388)
at com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:959)
at 
com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:583)
at 
com.bmc.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:463)
at 
com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:194)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:302)
at java.lang.Thread.run(Unknown Source)

Is this a Remedy fix or an Exchange fix? I know that the password is correct; I 
can login to Windows using the email profile & password.

Thank you,

Sandra Hennigan
Remedy Developer

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Re: OT: BMC going private

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

April fool.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Monday, April 01, 2013 3:02 AM
To: arslist@ARSLIST.ORG
Subject: OT: BMC going private

**
I'm sure many of you have seen the news articles on BMC going private - e.g. 
Exclusive: Buyout firms team up to take BMC Software private - 
sources.
   I just wanted to assure everyone that this will be nothing but a positive 
for the future of AR System.  By removing the need to answer to shareholder 
value, BMC can be less conservative about innovation choices - which could lead 
to substantial leaps forward in user experience and customer return on 
investment.  By melding the two well established idioms of "thinking outside 
the box" and providing "out-of-the-box" functionality, we'll be able to create 
instant value for our customers the first time they interact with our products.

Before even a new line of code is written, BMC Customer Support will be 
implementing new policies to improve BMC's Customer Satisfaction Index (CSI).  
Inspired by the acronym, BMC has created crack teams of IT forensic 
investigators in several major cities that can be called out to the scene of a 
violent IT event - crashes, network issues causing link death, abnormal parent 
or child process termination, etc.  These teams will work on an issue until 
it's resolved or until a new case comes up in the next week - whichever comes 
first.

Another area of focus will be heavier participation in social media.  While BMC 
is active on Twitter and Facebook, we'll be expanding into Vine.  Customers 
will be able to submit a description of their incident to Customer Service as 
long as the issue can be described in six seconds or less.  The response will 
also honor the six second limit of Vine, although content is further limited 
because it takes about five seconds to say "Hi, this is Jeff from BMC Support.  
Our goal at BMC is to provide you with an excellent customer service 
experience."  Related to this, there's an Instagram interface under development 
that will enable customers to take a picture of the error message on their 
screen but make it appear to be from an Apple ][ plus circa 1979.

We've decided that moving AR System to Java was the wrong way to go - so we'll 
be switching over to utilizing more off-the-shelf technologies like 
IFTTT to drive workflow and using a modern GUI provided by 
the same engine that drives Minecraft.  By using these 
ready-made technologies, we'll be able to realize a huge competitive advantage 
as our developers work on features unique to BMC.  While I can't really talk 
about far futures much, I can say that we're partnering with other technology 
leaders in the industry to get ahead of the curve.  A strong partnership with 
Google is being investigated to create a "driverless help desk".We'll be 
building on the BMC Virtual Agent technology and Google's driverless car AI to 
work customer submitted help desk tickets to completion while the Technical 
Support Engineer sits back and reads the paper, drinks a latte, etc.

I look forward to sharing this future with all of you.   Amazing possibilities 
resulting in leadership & freedom of opportunity look sensational!

-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect reality or those of BMC Software, Inc.  My 
voluntary attempt at humor in this forum is not intended to convey a role as a 
spokesperson, liaison or public relations representative for BMC Software, Inc.

_ARSlist: "Where the Answers Are" and have been for 20 years_
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

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Re: AREA - ITSM 8.1 - can not make it work!

[Hennigan, Sandra]

Carl,

Thank you for the explanation. Is the same true for Atrium SSO - that the 
Remedy user's password needs to be blank?

Sandra Hennigan
Remedy Developer

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Monday, April 01, 2013 7:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: AREA - ITSM 8.1 - can not make it work!

Hi,
A couple of things to note here.

1.  If you supply a password in ARS, this will be what is authenticated 
against.  To trigger an external authentication method you need to remove the 
password in ARS for that user - which in turn uses the "Cross Reference Blank 
Passwords" setting and the Authentication Chaining methods configured.
2.  Always have a user with a password set, such as an Administration account, 
so when external authentication does not work you can get back into the system 
(Demo is normally blank, as is appadmin).
3.  The Bind user for the AD credentials needs to be the fully qualified user 
from AD (CN, OU, DS, etc), not just the short user name.
4.  The Authentication Chaining is dependent on the password being supplied in 
the ARS configuration to how it behaives, this is explained in the guides.  It 
is recommended to not set the Authentication Method in earlier versions of ARS 
as it used to introduce instability, but I believe that has been rectified.  
You can play with the options once AREA is setup and working to see the 
different results, but for now I would leave it as "Off" to get started.
 
Kind Regards,
 
Carl Wilson
 
http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dan Miller
Sent: 01 April 2013 11:26
To: arslist@ARSLIST.ORG
Subject: AREA - ITSM 8.1 - can not make it work!

Hi all

i have a clean build 8.1.  i am experimenting with AREA 8.1 in its simplest 
form, basically trying to authenticate the support staff against their local 
AD...  simple one might think, but no...   i have been fighting with it for a 
week now and seem to be getting no where fast.  I am going to try and list the 
symptoms and findings here in the hope that someone can help (why can the 
simplest form of AD integration not be simple a few check boxes to make work 
like in most apps with this feature, and bury the clever stuff that the 
minority might want!!)

1. I have created a test user in AD called “test user”, with a password of 
“Password1”, and a USERNAME=123456
2. I have created a people record called “Test User” with a ARS password of 
“Window5” , and a USERNAME=123456
3. Placed the AD user into the default USERS container to avoid any confusion 
of OU’s
4. Tested both users in their own environment to make sure they log in
5. Setup AREA form in its simplest form with 
- hostname = AD server
- port = 389 (confirmed AD is answering on this port via telnet to that 
port)
- bind user is my own AD account which is domain admin
- userbase = CM=Users,DC=DOMAIN  (note this domain has only 
a single extension, i.e. where BMC is bmc.com, in this domain it would just be 
“bmc”)
- User Search Filter = userPrincipalName=%\USER$
- Group membership = None
- everything else is default
6.In the EA tab::
- RPC port = 390695
- Cross ref blank pas = CHECKED
- Auth string chaining = “AREA - ARS”


So, what happens…  
- If I log into remedy using 123456 and Window5 then it logs in fine as expected
- If I log into remedy using 123456 and Password1 then it will not authenticate

I then tried a few of the different chaining modes to see what would happen.  
None work except when I set it to:
- ARS – OS – AREA
At this point, I can now log into Remedy using EITHER the AD password or the 
ARS password.

First question, what is “OS” in the chaining policy?  I am assuming operating 
system, but what settings is it using, how is it getting those details, is it 
from some settings in the AREA form?  I ask this, as when I went into AREA form 
and mess-up up the search stings and what not, but the login using AD password 
STILL worked, so it is like it does not use AREA config for the OS chaining 
function.

I then fixed AREA config, but changed the “User Search Filter” to use 
“displayName” and then tested login using “TestUser” as login name with AD 
password, and it failed.  I tried then using the USERNAME again and it still 
worked!

I am now very confused, as the configuration of this in 8.1 DOES on paper look 
simple.  I turned logging of filter to finest but go nothing of i8ntrest…  it 
is like it is just not doing anything.  I am just wondering have I missed a key 
point… I know in 7.65 is was a lot harder, but in 8.x it is supposed to be 
simpler…  it installs the plugin as part of install etc, so I am just wondering 
is something broke, or am I being an idiot (I suspect the latter unfortunately)

Cheers
dan

Re: AREA - ITSM 8.1 - can not make it work!

[Carl Wilson]

Hi Sandra,
Yes and no.
You can still have passwords in ARS which will be used through Atrium SSO to 
authenticate (uses AR Data Store within Atrium SSO) - this also depends on how 
you configure Atrium SSO to authenticate (Realm).  If no password is set, then 
you can still log in if ARS is selected as the authentication.
Atrium SSO can be used as a store (internal LDAP) to authenticate against e.g. 
required for BMC Atrium Orchestrator 7.7, or it can use ARS as the store (in 
combination with its internal AR Data Store) where passwords are set.  

Certain settings still need to be configured in ARS (EA) to tell the system to 
use Atrium SSO as the source for the authentication e.g. RPC Program Number, 
Authenticate Unregistered Users/Cross Reference Blank Passwords, etc 

Kind Regards,
 
Carl Wilson
 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra
Sent: 01 April 2013 13:16
To: arslist@ARSLIST.ORG
Subject: Re: AREA - ITSM 8.1 - can not make it work!

Carl,

Thank you for the explanation. Is the same true for Atrium SSO - that the 
Remedy user's password needs to be blank?

Sandra Hennigan
Remedy Developer

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Monday, April 01, 2013 7:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: AREA - ITSM 8.1 - can not make it work!

Hi,
A couple of things to note here.

1.  If you supply a password in ARS, this will be what is authenticated 
against.  To trigger an external authentication method you need to remove the 
password in ARS for that user - which in turn uses the "Cross Reference Blank 
Passwords" setting and the Authentication Chaining methods configured.
2.  Always have a user with a password set, such as an Administration account, 
so when external authentication does not work you can get back into the system 
(Demo is normally blank, as is appadmin).
3.  The Bind user for the AD credentials needs to be the fully qualified user 
from AD (CN, OU, DS, etc), not just the short user name.
4.  The Authentication Chaining is dependent on the password being supplied in 
the ARS configuration to how it behaives, this is explained in the guides.  It 
is recommended to not set the Authentication Method in earlier versions of ARS 
as it used to introduce instability, but I believe that has been rectified.  
You can play with the options once AREA is setup and working to see the 
different results, but for now I would leave it as "Off" to get started.
 
Kind Regards,
 
Carl Wilson
 
http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dan Miller
Sent: 01 April 2013 11:26
To: arslist@ARSLIST.ORG
Subject: AREA - ITSM 8.1 - can not make it work!

Hi all

i have a clean build 8.1.  i am experimenting with AREA 8.1 in its simplest 
form, basically trying to authenticate the support staff against their local 
AD...  simple one might think, but no...   i have been fighting with it for a 
week now and seem to be getting no where fast.  I am going to try and list the 
symptoms and findings here in the hope that someone can help (why can the 
simplest form of AD integration not be simple a few check boxes to make work 
like in most apps with this feature, and bury the clever stuff that the 
minority might want!!)

1. I have created a test user in AD called “test user”, with a password of 
“Password1”, and a USERNAME=123456
2. I have created a people record called “Test User” with a ARS password of 
“Window5” , and a USERNAME=123456
3. Placed the AD user into the default USERS container to avoid any confusion 
of OU’s
4. Tested both users in their own environment to make sure they log in
5. Setup AREA form in its simplest form with 
- hostname = AD server
- port = 389 (confirmed AD is answering on this port via telnet to that 
port)
- bind user is my own AD account which is domain admin
- userbase = CM=Users,DC=DOMAIN  (note this domain has only 
a single extension, i.e. where BMC is bmc.com, in this domain it would just be 
“bmc”)
- User Search Filter = userPrincipalName=%\USER$
- Group membership = None
- everything else is default
6.In the EA tab::
- RPC port = 390695
- Cross ref blank pas = CHECKED
- Auth string chaining = “AREA - ARS”


So, what happens…  
- If I log into remedy using 123456 and Window5 then it logs in fine as expected
- If I log into remedy using 123456 and Password1 then it will not authenticate

I then tried a few of the different chaining modes to see what would happen.  
None work except when I set it to:
- ARS – OS – AREA
At this point, I can now log into Remedy using EITHER the AD password or the 
ARS password.

First question, what is “OS” in the chaining policy?  I am assuming operating 
system, but what setting

Re: OT: BMC going private

[arslist]

Other than the first part: the going Private: 

 

http://www.reuters.com/article/2013/03/21/bmcsoftware-idUSL1N0CD79Q20130321?
type=companyNews

 

There is something wrong when someone that has 10% of the stock of a company
can drive what happens,

And with no thought to the customers.

 

In the article it shows what Elliot wants to do including:

 

BMC needed a board with a fresh approach in order to keep up, Elliott
argued. The investment firm also pointed out significant scope to trim
headcount and create a more efficient business.

 

Does that sound like anything that will be positive in terms of services to
customers or R&D to improve products for the future?

 

 

Daniel

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: April 1, 2013 8:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: BMC going private

 

** 

April fool...

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Monday, April 01, 2013 3:02 AM
To: arslist@ARSLIST.ORG
Subject: OT: BMC going private

 

** 

I'm sure many of you have seen the news articles on BMC going private - e.g.
Exclusive: Buyout firms team up to take BMC Software private - sources
 .   I just wanted to assure everyone that this will be nothing but a
positive for the future of AR System.  By removing the need to answer to
shareholder value, BMC can be less conservative about innovation choices -
which could lead to substantial leaps forward in user experience and
customer return on investment.  By melding the two well established idioms
of "thinking outside the box" and providing "out-of-the-box" functionality,
we'll be able to create instant value for our customers the first time they
interact with our products.

 

Before even a new line of code is written, BMC Customer Support will be
implementing new policies to improve BMC's Customer Satisfaction Index
(CSI).  Inspired by the acronym, BMC has created crack teams of IT forensic
investigators in several major cities that can be called out to the scene of
a violent IT event - crashes, network issues causing link death, abnormal
parent or child process termination, etc.  These teams will work on an issue
until it's resolved or until a new case comes up in the next week -
whichever comes first.

 

Another area of focus will be heavier participation in social media.  While
BMC is active on Twitter and Facebook, we'll be expanding into Vine.
Customers will be able to submit a description of their incident to Customer
Service as long as the issue can be described in six seconds or less.  The
response will also honor the six second limit of Vine, although content is
further limited because it takes about five seconds to say "Hi, this is Jeff
from BMC Support.  Our goal at BMC is to provide you with an excellent
customer service experience."  Related to this, there's an Instagram
interface under development that will enable customers to take a picture of
the error message on their screen but make it appear to be from an Apple ][
plus circa 1979.  

 

We've decided that moving AR System to Java was the wrong way to go - so
we'll be switching over to utilizing more off-the-shelf technologies like
IFTTT   to drive workflow and using a modern GUI
provided by the same engine that drives Minecraft  .
By using these ready-made technologies, we'll be able to realize a huge
competitive advantage as our developers work on features unique to BMC.
While I can't really talk about far futures much, I can say that we're
partnering with other technology leaders in the industry to get ahead of the
curve.  A strong partnership with Google is being investigated to create a
"driverless help desk".We'll be building on the BMC Virtual Agent
technology and Google's driverless car AI to work customer submitted help
desk tickets to completion while the Technical Support Engineer sits back
and reads the paper, drinks a latte, etc.  

 

I look forward to sharing this future with all of you.   Amazing
possibilities resulting in leadership & freedom of opportunity look
sensational!

 

-David J. Easter

Manager of Product Management, AR System

BSM & Atrium Solutions Management

BMC Software, Inc.

 

The opinions, statements, and/or suggested courses of action expressed in
this E-mail do not necessarily reflect reality or those of BMC Software,
Inc.  My voluntary attempt at humor in this forum is not intended to convey
a role as a spokesperson, liaison or public relations representative for BMC
Software, Inc.

 

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

Portions of this message may be confidential under an exemption to Ohio's
public records law or under a legal privilege. If you have received this
message in error or due to an unauthorized transmissi

WWRUG13: BMC going Private changes Venue of Annual Conference

[arslist]

The annual conference will be renamed as "BCaaS" BMC Conference as a Service
and be provided by the lowest bidder. My understanding is it is to be held
at Bob's Hunting Lodge in Gettysburg, South Dakota with James Cameron
running it. You can purchase Avatars to attend in your place, and of course
there is the "Shared Avatar" package for the budget conscious, please ensure
you want to attend the same sessions as the other half before purchasing.

 

See all the [real] announcements related to WWRUG13 at
 www.wwrug13.com

 

[Sept 30th -October 4th at the Fairmont, San Jose. Registration is Open,
Call for Papers is tomorrow].

 

Daniel

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: April 1, 2013 3:02 AM
To: arslist@ARSLIST.ORG
Subject: OT: BMC going private

 

** 

I'm sure many of you have seen the news articles on BMC going private - e.g.
Exclusive: Buyout firms team up to take BMC Software private - sources
 .   I just wanted to assure everyone that this will be nothing but a
positive for the future of AR System.  By removing the need to answer to
shareholder value, BMC can be less conservative about innovation choices -
which could lead to substantial leaps forward in user experience and
customer return on investment.  By melding the two well established idioms
of "thinking outside the box" and providing "out-of-the-box" functionality,
we'll be able to create instant value for our customers the first time they
interact with our products.

 

Before even a new line of code is written, BMC Customer Support will be
implementing new policies to improve BMC's Customer Satisfaction Index
(CSI).  Inspired by the acronym, BMC has created crack teams of IT forensic
investigators in several major cities that can be called out to the scene of
a violent IT event - crashes, network issues causing link death, abnormal
parent or child process termination, etc.  These teams will work on an issue
until it's resolved or until a new case comes up in the next week -
whichever comes first.

 

Another area of focus will be heavier participation in social media.  While
BMC is active on Twitter and Facebook, we'll be expanding into Vine.
Customers will be able to submit a description of their incident to Customer
Service as long as the issue can be described in six seconds or less.  The
response will also honor the six second limit of Vine, although content is
further limited because it takes about five seconds to say "Hi, this is Jeff
from BMC Support.  Our goal at BMC is to provide you with an excellent
customer service experience."  Related to this, there's an Instagram
interface under development that will enable customers to take a picture of
the error message on their screen but make it appear to be from an Apple ][
plus circa 1979.  

 

We've decided that moving AR System to Java was the wrong way to go - so
we'll be switching over to utilizing more off-the-shelf technologies like
IFTTT   to drive workflow and using a modern GUI
provided by the same engine that drives Minecraft  .
By using these ready-made technologies, we'll be able to realize a huge
competitive advantage as our developers work on features unique to BMC.
While I can't really talk about far futures much, I can say that we're
partnering with other technology leaders in the industry to get ahead of the
curve.  A strong partnership with Google is being investigated to create a
"driverless help desk".We'll be building on the BMC Virtual Agent
technology and Google's driverless car AI to work customer submitted help
desk tickets to completion while the Technical Support Engineer sits back
and reads the paper, drinks a latte, etc.  

 

I look forward to sharing this future with all of you.   Amazing
possibilities resulting in leadership & freedom of opportunity look
sensational!

 

-David J. Easter

Manager of Product Management, AR System

BSM & Atrium Solutions Management

BMC Software, Inc.

 

The opinions, statements, and/or suggested courses of action expressed in
this E-mail do not necessarily reflect reality or those of BMC Software,
Inc.  My voluntary attempt at humor in this forum is not intended to convey
a role as a spokesperson, liaison or public relations representative for BMC
Software, Inc.

 

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


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

Re: Remedy Outgoing Email Error

[Jason Miller]

I am leaning towards Remedy config.

Are you using MAPI (with Outlook installed on server) to send emails?
MAPIis the only configuration that will use the email profile you
configure in
Windows.  The error indicates that SMTP is being used.

Another thing to check is the email engine service is running as the AD
account associated with the Exchange mailbox.  If the service is using the
Local System it won't use the mail profile you have setup.

Jason


On Mon, Apr 1, 2013 at 5:04 AM, Hennigan, Sandra
wrote:

> **
>
> ARS & ITSM 8.1 (Full ITSM)
>
> Windows 2008 SP2
>
> Oracle 11g
>
> ** **
>
> Outgoing email is being sent using. Error on Outgoing messages:
>
> ** **
>
> 530 5.7.1 Client was not authenticated
>
> 
>
> com.sun.mail.smtp.SMTPSendFailedException: 530 5.7.1 Client was not
> authenticated
>
> ** **
>
> at
> com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1388)*
> ***
>
> at
> com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:959)
>
> at
> com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:583)
>
> at
> com.bmc.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:463)*
> ***
>
> at
> com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:194)
>
> at
> com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:302)
>
> at java.lang.Thread.run(Unknown Source)
>
> ** **
>
> Is this a Remedy fix or an Exchange fix? I know that the password is
> correct; I can login to Windows using the email profile & password.
>
> ** **
>
> Thank you,
>
> ** **
>
> Sandra Hennigan
>
> Remedy Developer
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Remedy Outgoing Email Error - FIXED

[Hennigan, Sandra]

The Exchange admin added the application/email engine server to Exchange by IP 
and that corrected the issue.

Thank you for your repsonses.

Sandra Hennigan
Remedy Developer

From: Hennigan, Sandra
Sent: Monday, April 01, 2013 8:05 AM
To: 'arslist@ARSLIST.ORG'
Subject: Remedy Outgoing Email Error

ARS & ITSM 8.1 (Full ITSM)
Windows 2008 SP2
Oracle 11g

Outgoing email is being sent using. Error on Outgoing messages:

530 5.7.1 Client was not authenticated

com.sun.mail.smtp.SMTPSendFailedException: 530 5.7.1 Client was not 
authenticated

at 
com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1388)
at com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:959)
at 
com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:583)
at 
com.bmc.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:463)
at 
com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:194)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:302)
at java.lang.Thread.run(Unknown Source)

Is this a Remedy fix or an Exchange fix? I know that the password is correct; I 
can login to Windows using the email profile & password.

Thank you,

Sandra Hennigan
Remedy Developer

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Re: WWRUG13: BMC going Private changes Venue of Annual Conference

[Hendershot,Bruce D.]

Is it April already!?!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Monday, April 01, 2013 10:49 AM
To: arslist@ARSLIST.ORG
Subject: WWRUG13: BMC going Private changes Venue of Annual Conference

**
The annual conference will be renamed as "BCaaS" BMC Conference as a Service 
and be provided by the lowest bidder. My understanding is it is to be held at 
Bob's Hunting Lodge in Gettysburg, South Dakota with James Cameron running it. 
You can purchase Avatars to attend in your place, and of course there is the 
"Shared Avatar" package for the budget conscious, please ensure you want to 
attend the same sessions as the other half before purchasing.

See all the [real] announcements related to WWRUG13 at 
www.wwrug13.com

[Sept 30th -October 4th at the Fairmont, San Jose. Registration is Open,  Call 
for Papers is tomorrow].

Daniel

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: April 1, 2013 3:02 AM
To: arslist@ARSLIST.ORG
Subject: OT: BMC going private

**
I'm sure many of you have seen the news articles on BMC going private - e.g. 
Exclusive: Buyout firms team up to take BMC Software private - 
sources.
   I just wanted to assure everyone that this will be nothing but a positive 
for the future of AR System.  By removing the need to answer to shareholder 
value, BMC can be less conservative about innovation choices - which could lead 
to substantial leaps forward in user experience and customer return on 
investment.  By melding the two well established idioms of "thinking outside 
the box" and providing "out-of-the-box" functionality, we'll be able to create 
instant value for our customers the first time they interact with our products.

Before even a new line of code is written, BMC Customer Support will be 
implementing new policies to improve BMC's Customer Satisfaction Index (CSI).  
Inspired by the acronym, BMC has created crack teams of IT forensic 
investigators in several major cities that can be called out to the scene of a 
violent IT event - crashes, network issues causing link death, abnormal parent 
or child process termination, etc.  These teams will work on an issue until 
it's resolved or until a new case comes up in the next week - whichever comes 
first.

Another area of focus will be heavier participation in social media.  While BMC 
is active on Twitter and Facebook, we'll be expanding into Vine.  Customers 
will be able to submit a description of their incident to Customer Service as 
long as the issue can be described in six seconds or less.  The response will 
also honor the six second limit of Vine, although content is further limited 
because it takes about five seconds to say "Hi, this is Jeff from BMC Support.  
Our goal at BMC is to provide you with an excellent customer service 
experience."  Related to this, there's an Instagram interface under development 
that will enable customers to take a picture of the error message on their 
screen but make it appear to be from an Apple ][ plus circa 1979.

We've decided that moving AR System to Java was the wrong way to go - so we'll 
be switching over to utilizing more off-the-shelf technologies like 
IFTTT to drive workflow and using a modern GUI provided by 
the same engine that drives Minecraft.  By using these 
ready-made technologies, we'll be able to realize a huge competitive advantage 
as our developers work on features unique to BMC.  While I can't really talk 
about far futures much, I can say that we're partnering with other technology 
leaders in the industry to get ahead of the curve.  A strong partnership with 
Google is being investigated to create a "driverless help desk".We'll be 
building on the BMC Virtual Agent technology and Google's driverless car AI to 
work customer submitted help desk tickets to completion while the Technical 
Support Engineer sits back and reads the paper, drinks a latte, etc.

I look forward to sharing this future with all of you.   Amazing possibilities 
resulting in leadership & freedom of opportunity look sensational!

-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect reality or those of BMC Software, Inc.  My 
voluntary attempt at humor in this forum is not intended to convey a role as a 
spokesperson, liaison or public relations representative for BMC Software, Inc.

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

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Re: RQC:ConsoleWizrd Error

[Abdullah Baytops]

Can anyone provide me information on how to (fix) the plugins or (reinstall) 
the plugins in which we assume are not working.

V/R
Abdul Baytops


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Karthik [karthik...@gmail.com]
Sent: Thursday, March 28, 2013 11:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: RQC:ConsoleWizrd Error

**

Did you check srm:request to see if there are any event errors?

If you had plugin issues, entry in cai:events form should have shown an error 
right? Which again should have circulated back to srm:request?

Regards,
Karthik

On Mar 29, 2013 6:51 AM, "Abdullah Baytops" 
mailto:abayt...@onefederalsolution.com>> wrote:
**
Thats exactly what I was thinking . If the plugins did not load during the 
install is there another way to reinstall those plugins.  Also what specific 
plug should I have that may be missing in a linux environment.

V/R
Abdul


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG] on behalf of Rob Dudley 
[duds1...@gmail.com]
Sent: Thursday, March 28, 2013 6:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: RQC:ConsoleWizrd Error

**

Yo...you may want to verify that all of your plugins are running...it sounds 
like they may not be...

How have you been?
Rob

On Mar 28, 2013 4:35 PM, "Abdullah Baytops" 
mailto:abayt...@onefederalsolution.com>> wrote:
**
I am looking form some assistance with using the RQC:RequestorConsoleWizard in 
which after saving a ticket as a requester the Request ID is not being 
generated.  I have checked all the filters and notice none of the SRM:AOI: 
Filters fire in which I think is causing the problem. Any possible solutions 
would be of assistance.

V/R
Abdul
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

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

Re: RQC:ConsoleWizrd Error

[patrick zandi]

what version are you even discussing?
what plugins are failing?
did you run through the performance (I know you would not think of this)..
manual -- maybe the arpluginsvr settings are messed up.
do you have enought ram to use the plugins.. ars 7.6.04 is memory intensive
... just some quick thoughts..


On Mon, Apr 1, 2013 at 1:04 PM, Abdullah Baytops <
abayt...@onefederalsolution.com> wrote:

> **
> Can anyone provide me information on how to (fix) the plugins or
> (reinstall) the plugins in which we assume are not working.
>
> V/R
> Abdul Baytops
>
>  --
> *From:* Action Request System discussion list(ARSList) [
> arslist@ARSLIST.ORG] on behalf of Karthik [karthik...@gmail.com]
> *Sent:* Thursday, March 28, 2013 11:11 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: RQC:ConsoleWizrd Error
>
>  **
>
> Did you check srm:request to see if there are any event errors?
>
> If you had plugin issues, entry in cai:events form should have shown an
> error right? Which again should have circulated back to srm:request?
>
> Regards,
> Karthik
> On Mar 29, 2013 6:51 AM, "Abdullah Baytops" <
> abayt...@onefederalsolution.com> wrote:
>
>> **
>> Thats exactly what I was thinking . If the plugins did not load during
>> the install is there another way to reinstall those plugins.  Also what
>> specific plug should I have that may be missing in a linux environment.
>>
>> V/R
>> Abdul
>>
>>  --
>> *From:* Action Request System discussion list(ARSList) [
>> arslist@ARSLIST.ORG] on behalf of Rob Dudley [duds1...@gmail.com]
>> *Sent:* Thursday, March 28, 2013 6:32 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: RQC:ConsoleWizrd Error
>>
>>  **
>>
>> Yo...you may want to verify that all of your plugins are running...it
>> sounds like they may not be...
>>
>> How have you been?
>> Rob
>> On Mar 28, 2013 4:35 PM, "Abdullah Baytops" <
>> abayt...@onefederalsolution.com> wrote:
>>
>>> **
>>> I am looking form some assistance with using the
>>> RQC:RequestorConsoleWizard in which after saving a ticket as a requester
>>> the Request ID is not being generated.  I have checked all the filters and
>>> notice none of the SRM:AOI: Filters fire in which I think is causing the
>>> problem. Any possible solutions would be of assistance.
>>>
>>> V/R
>>> Abdul
>>>   _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_
>



-- 
Patrick Zandi

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Re: Unuser fields in the Incident

[itsm.support]

Hi,

 

On HPD:Help Desk, there are almost 30 fields starting with 'z1D_KMSChar' and
they all are not used if Knowledge Management is not installed.

 

BMC does not recommend to use existing fields from the application for
customization, if it is not used, it would be used in future by BMC for
sure.  

 

Field name starting with "z1D" are all display only fields[ entry mode =
display]. You can create new field and set the entry mode as "display" to
fulfill the requirement instead of using OOTB fields. If you still want to
use or customize the existing one you can create an overlay for that and
proceed.

 

--

Regards,

Atul

 

Vyom Labs Pvt. Ltd.

BSM Solutions & Services || ITIL Consulting & Training

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

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, March 29, 2013 8:45 PM
To: arslist@ARSLIST.ORG
Subject: Unuser fields in the Incident

 

** 

Hi All,

 

Are there any fields in the Incident that are there but not being used?
There are 32 'z1D Char##' fields. I have seen some workflow where some are
used but if it was known for certain that some are not used anywhere then I
could just use one for some workflow/notifications that I need to do. I
really would prefer not to create new fields if I can just use an existing
temp fields.

 

ITSM 7.6.04

 

Thanks

Mark

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-453-2912 x5335

Mobile: 315-882.5360

email-Logo-031813

 

 

  _  

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

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


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

Re: RQC:ConsoleWizrd Error

[Abdullah Baytops]

We think its the plugins associated with RQC to include the REMEDY.ARF.CAI 
plugin. We are also using Red Hat v 6.3 in which the ARS server is running.

V/R
Abdul


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of patrick zandi [remedy...@gmail.com]
Sent: Monday, April 01, 2013 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: RQC:ConsoleWizrd Error

** what version are you even discussing?
what plugins are failing?
did you run through the performance (I know you would not think of this).. 
manual -- maybe the arpluginsvr settings are messed up.
do you have enought ram to use the plugins.. ars 7.6.04 is memory intensive
... just some quick thoughts..


On Mon, Apr 1, 2013 at 1:04 PM, Abdullah Baytops 
mailto:abayt...@onefederalsolution.com>> wrote:
**
Can anyone provide me information on how to (fix) the plugins or (reinstall) 
the plugins in which we assume are not working.

V/R
Abdul Baytops


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG] on behalf of Karthik 
[karthik...@gmail.com]
Sent: Thursday, March 28, 2013 11:11 PM

To: arslist@ARSLIST.ORG
Subject: Re: RQC:ConsoleWizrd Error

**

Did you check srm:request to see if there are any event errors?

If you had plugin issues, entry in cai:events form should have shown an error 
right? Which again should have circulated back to srm:request?

Regards,
Karthik

On Mar 29, 2013 6:51 AM, "Abdullah Baytops" 
mailto:abayt...@onefederalsolution.com>> wrote:
**
Thats exactly what I was thinking . If the plugins did not load during the 
install is there another way to reinstall those plugins.  Also what specific 
plug should I have that may be missing in a linux environment.

V/R
Abdul


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG] on behalf of Rob Dudley 
[duds1...@gmail.com]
Sent: Thursday, March 28, 2013 6:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: RQC:ConsoleWizrd Error

**

Yo...you may want to verify that all of your plugins are running...it sounds 
like they may not be...

How have you been?
Rob

On Mar 28, 2013 4:35 PM, "Abdullah Baytops" 
mailto:abayt...@onefederalsolution.com>> wrote:
**
I am looking form some assistance with using the RQC:RequestorConsoleWizard in 
which after saving a ticket as a requester the Request ID is not being 
generated.  I have checked all the filters and notice none of the SRM:AOI: 
Filters fire in which I think is causing the problem. Any possible solutions 
would be of assistance.

V/R
Abdul
_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_



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

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Re: RQC:ConsoleWizrd Error

[patrick zandi]

so nothing in the arerror.log / and you have plugin logs showing nothing
too, what about the syslog on the server ... in Solaris it would be
dmesg|more
or /var/adm/logs/messages
-- if nothing there.. then you are going to have to force a debug..
 Cannot remember right now where that is (check the arlist, or
docs) . but you can set your JAVA  to do finest logging, and either startup
the ars server and watch it fail, OR if it is up.. you could try the old
faithful "ps -ef |grep plugin" and kill -9 all the plugin processes which
armonitor will cordially restart for you and give you a log.

That should come up with something


On Mon, Apr 1, 2013 at 1:24 PM, Abdullah Baytops <
abayt...@onefederalsolution.com> wrote:

> **
> We think its the plugins associated with RQC to include the REMEDY.ARF.CAI
> plugin. We are also using Red Hat v 6.3 in which the ARS server is running.
>
> V/R
> Abdul
>
>  --
> *From:* Action Request System discussion list(ARSList) [
> arslist@ARSLIST.ORG] on behalf of patrick zandi [remedy...@gmail.com]
> *Sent:* Monday, April 01, 2013 1:13 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: RQC:ConsoleWizrd Error
>
>  ** what version are you even discussing?
>
> what plugins are failing?
> did you run through the performance (I know you would not think of this)..
> manual -- maybe the arpluginsvr settings are messed up.
> do you have enought ram to use the plugins.. ars 7.6.04 is memory intensive
> ... just some quick thoughts..
>
>
> On Mon, Apr 1, 2013 at 1:04 PM, Abdullah Baytops <
> abayt...@onefederalsolution.com> wrote:
>
>> **
>> Can anyone provide me information on how to (fix) the plugins or
>> (reinstall) the plugins in which we assume are not working.
>>
>> V/R
>> Abdul Baytops
>>
>>  --
>> *From:* Action Request System discussion list(ARSList) [
>> arslist@ARSLIST.ORG] on behalf of Karthik [karthik...@gmail.com]
>> *Sent:* Thursday, March 28, 2013 11:11 PM
>>
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: RQC:ConsoleWizrd Error
>>
>>   **
>>
>> Did you check srm:request to see if there are any event errors?
>>
>> If you had plugin issues, entry in cai:events form should have shown an
>> error right? Which again should have circulated back to srm:request?
>>
>> Regards,
>> Karthik
>> On Mar 29, 2013 6:51 AM, "Abdullah Baytops" <
>> abayt...@onefederalsolution.com> wrote:
>>
>>> **
>>> Thats exactly what I was thinking . If the plugins did not load during
>>> the install is there another way to reinstall those plugins.  Also what
>>> specific plug should I have that may be missing in a linux environment.
>>>
>>> V/R
>>> Abdul
>>>
>>>  --
>>> *From:* Action Request System discussion list(ARSList) [
>>> arslist@ARSLIST.ORG] on behalf of Rob Dudley [duds1...@gmail.com]
>>> *Sent:* Thursday, March 28, 2013 6:32 PM
>>> *To:* arslist@ARSLIST.ORG
>>> *Subject:* Re: RQC:ConsoleWizrd Error
>>>
>>>  **
>>>
>>> Yo...you may want to verify that all of your plugins are running...it
>>> sounds like they may not be...
>>>
>>> How have you been?
>>> Rob
>>> On Mar 28, 2013 4:35 PM, "Abdullah Baytops" <
>>> abayt...@onefederalsolution.com> wrote:
>>>
 **
 I am looking form some assistance with using the
 RQC:RequestorConsoleWizard in which after saving a ticket as a requester
 the Request ID is not being generated.  I have checked all the filters and
 notice none of the SRM:AOI: Filters fire in which I think is causing the
 problem. Any possible solutions would be of assistance.

 V/R
 Abdul
   _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_
>>
>
>
>
> --
> Patrick Zandi _ARSlist: "Where the Answers Are" and have been for 20
> years_
>   _ARSlist: "Where the Answers Are" and have been for 20 years_
>



-- 
Patrick Zandi

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

Re: RQC:ConsoleWizrd Error

[patrick zandi]

By the way what version of java are you using.. ... I would not use 1.5 in
any case... latest 1.6/1.7_17 is recommended..
I have had problems with 1.5 in the past.. with 7.6.3/7.6.4  fyi


On Mon, Apr 1, 2013 at 1:36 PM, patrick zandi  wrote:

> so nothing in the arerror.log / and you have plugin logs showing nothing
> too, what about the syslog on the server ... in Solaris it would be
> dmesg|more
> or /var/adm/logs/messages
> -- if nothing there.. then you are going to have to force a debug..
>  Cannot remember right now where that is (check the arlist, or
> docs) . but you can set your JAVA  to do finest logging, and either startup
> the ars server and watch it fail, OR if it is up.. you could try the old
> faithful "ps -ef |grep plugin" and kill -9 all the plugin processes which
> armonitor will cordially restart for you and give you a log.
>
> That should come up with something
>
>
>
> On Mon, Apr 1, 2013 at 1:24 PM, Abdullah Baytops <
> abayt...@onefederalsolution.com> wrote:
>
>> **
>> We think its the plugins associated with RQC to include the
>> REMEDY.ARF.CAI plugin. We are also using Red Hat v 6.3 in which the ARS
>> server is running.
>>
>> V/R
>> Abdul
>>
>>  --
>> *From:* Action Request System discussion list(ARSList) [
>> arslist@ARSLIST.ORG] on behalf of patrick zandi [remedy...@gmail.com]
>> *Sent:* Monday, April 01, 2013 1:13 PM
>>
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: RQC:ConsoleWizrd Error
>>
>>  ** what version are you even discussing?
>>
>> what plugins are failing?
>> did you run through the performance (I know you would not think of
>> this).. manual -- maybe the arpluginsvr settings are messed up.
>> do you have enought ram to use the plugins.. ars 7.6.04 is memory
>> intensive
>> ... just some quick thoughts..
>>
>>
>> On Mon, Apr 1, 2013 at 1:04 PM, Abdullah Baytops <
>> abayt...@onefederalsolution.com> wrote:
>>
>>> **
>>> Can anyone provide me information on how to (fix) the plugins or
>>> (reinstall) the plugins in which we assume are not working.
>>>
>>> V/R
>>> Abdul Baytops
>>>
>>>  --
>>> *From:* Action Request System discussion list(ARSList) [
>>> arslist@ARSLIST.ORG] on behalf of Karthik [karthik...@gmail.com]
>>> *Sent:* Thursday, March 28, 2013 11:11 PM
>>>
>>> *To:* arslist@ARSLIST.ORG
>>> *Subject:* Re: RQC:ConsoleWizrd Error
>>>
>>>   **
>>>
>>> Did you check srm:request to see if there are any event errors?
>>>
>>> If you had plugin issues, entry in cai:events form should have shown an
>>> error right? Which again should have circulated back to srm:request?
>>>
>>> Regards,
>>> Karthik
>>> On Mar 29, 2013 6:51 AM, "Abdullah Baytops" <
>>> abayt...@onefederalsolution.com> wrote:
>>>
 **
 Thats exactly what I was thinking . If the plugins did not load during
 the install is there another way to reinstall those plugins.  Also what
 specific plug should I have that may be missing in a linux environment.

 V/R
 Abdul

  --
 *From:* Action Request System discussion list(ARSList) [
 arslist@ARSLIST.ORG] on behalf of Rob Dudley [duds1...@gmail.com]
 *Sent:* Thursday, March 28, 2013 6:32 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: RQC:ConsoleWizrd Error

  **

 Yo...you may want to verify that all of your plugins are running...it
 sounds like they may not be...

 How have you been?
 Rob
 On Mar 28, 2013 4:35 PM, "Abdullah Baytops" <
 abayt...@onefederalsolution.com> wrote:

> **
> I am looking form some assistance with using the
> RQC:RequestorConsoleWizard in which after saving a ticket as a requester
> the Request ID is not being generated.  I have checked all the filters and
> notice none of the SRM:AOI: Filters fire in which I think is causing the
> problem. Any possible solutions would be of assistance.
>
> V/R
> Abdul
>   _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_
>>>
>>
>>
>>
>> --
>> Patrick Zandi _ARSlist: "Where the Answers Are" and have been for 20
>> years_
>>   _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
>
>
> --
> Patrick Zandi




-- 
Patrick Zandi

___
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Re: ARS 7.6.04 SP2 on CentOS 6.3

[Misi Mladoniczky]

Hi,

I have installed 8.0 on Scientific OS, which is another RedHat 6.3 derivate,
and it works fine. I have worked with CentOS as well earlier with 7.6.04.

For some reason I disabled portmapper when installing 8, and I think it had
some problem, but I do not remember exactly why...

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Has anyone tried installing ARS 7.6.04 on CentOS 6.* 64 bit version?
>
> ~ Nathan
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

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Re: Unuser fields in the Incident

[John Sundberg]

I think the z1D -- is pronounced:

"Zee ist DISPLAY"

(Sort of said in a German accent)


-John




On Mon, Apr 1, 2013 at 12:15 PM, itsm.support wrote:

> **
>
> Hi,
>
> ** **
>
> On HPD:Help Desk, there are almost 30 fields starting with ‘z1D_KMSChar’
> and they all are not used if Knowledge Management is not installed.
>
>  
>
> BMC does not recommend to use existing fields from the application for
> customization, if it is not used, it would be used in future by BMC for
> sure.  
>
> ** **
>
> Field name starting with "z1D" are all display only fields[ entry mode =
> display]. You can create new field and set the entry mode as "display" to
> fulfill the requirement instead of using OOTB fields. If you still want to
> use or customize the existing one you can create an overlay for that and
> proceed.
>
> ** **
>
> --
>
> Regards,
>
> Atul
>
>  
>
> Vyom Labs Pvt. Ltd.
>
> BSM Solutions & Services || ITIL Consulting & Training
>
> Email: [hidden 
> email]
> || Web Site: www.vyomlabs.com Follow Vyom Labs
> http://twitter.com/#!/vyomlabs ||
> http://www.linkedin.com/company/vyom-labs
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Brittain, Mark
> *Sent:* Friday, March 29, 2013 8:45 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Unuser fields in the Incident
>
> ** **
>
> ** 
>
> Hi All,
>
> ** **
>
> Are there any fields in the Incident that are there but not being used?
> There are 32 ‘z1D Char##’ fields. I have seen some workflow where some are
> used but if it was known for certain that some are not used anywhere then I
> could just use one for some workflow/notifications that I need to do. I
> really would prefer not to create new fields if I can just use an existing
> temp fields.
>
> ** **
>
> ITSM 7.6.04
>
> ** **
>
> Thanks
>
> Mark
>
> ** **
>
> *Mark Brittain*
>
> Remedy Developer
>
> ITILv3 Foundation
>
> *NaviSite – **A Time Warner Cable Company***
>
> mbritt...@navisite.com
>
> Office: 315-453-2912 x5335
>
> Mobile: 315-882.5360
>
> [image: email-Logo-031813]
>
> ** **
>
> ** **
>  --
>
> This e-mail is the property of NaviSite, Inc. It is intended only for the
> person or entity to which it is addressed and may contain information that
> is privileged, confidential, or otherwise protected from disclosure.
> Distribution or copying of this e-mail, or the information contained
> herein, to anyone other than the intended recipient is prohibited.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 

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

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

___
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Re: WWRUG13: BMC going Private changes Venue of Annual Conference

[Joe DeSouza]

It is indeed April 1st :)

Joe



 From: "Hendershot,Bruce D." 
To: arslist@ARSLIST.ORG 
Sent: Monday, April 1, 2013 8:55 AM
Subject: Re: WWRUG13: BMC going Private changes Venue of Annual Conference
 

**  
Is it April already!?!
 
From:Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Monday, April 01, 2013 10:49 AM
To: arslist@ARSLIST.ORG
Subject: WWRUG13: BMC going Private changes Venue of Annual Conference
 
** 
The annual conference will be renamed as “BCaaS” BMC Conference as a Service 
and be provided by the lowest bidder. My understanding is it is to be held at 
Bob’s Hunting Lodge in Gettysburg, South Dakota with James Cameron running it. 
You can purchase Avatars to attend in your place, and of course there is the 
“Shared Avatar” package for the budget conscious, please ensure you want to 
attend the same sessions as the other half before purchasing.
 
See all the [real] announcements related to WWRUG13 at www.wwrug13.com
 
[Sept 30th –October 4th at the Fairmont, San Jose. Registration is Open,  Call 
for Papers is tomorrow].
 
Daniel
 
From:Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: April 1, 2013 3:02 AM
To: arslist@ARSLIST.ORG
Subject: OT: BMC going private
 
** 
I’m sure many of you have seen the news articles on BMC going private – e.g. 
Exclusive: Buyout firms team up to take BMC Software private - sources.   I 
just wanted to assure everyone that this will be nothing but a positive for the 
future of AR System.  By removing the need to answer to shareholder value, BMC 
can be less conservative about innovation choices – which could lead to 
substantial leaps forward in user experience and customer return on investment. 
 By melding the two well established idioms of “thinking outside the box” and 
providing “out-of-the-box” functionality, we’ll be able to create instant value 
for our customers the first time they interact with our products.
 
Before even a new line of code is written, BMC Customer Support will be 
implementing new policies to improve BMC’s Customer Satisfaction Index (CSI).  
Inspired by the acronym, BMC has created crack teams of IT forensic 
investigators in several major cities that can be called out to the scene of a 
violent IT event – crashes, network issues causing link death, abnormal parent 
or child process termination, etc.  These teams will work on an issue until 
it’s resolved or until a new case comes up in the next week – whichever comes 
first.
 
Another area of focus will be heavier participation in social media.  While BMC 
is active on Twitter and Facebook, we’ll be expanding into Vine.  Customers 
will be able to submit a description of their incident to Customer Service as 
long as the issue can be described in six seconds or less.  The response will 
also honor the six second limit of Vine, although content is further limited 
because it takes about five seconds to say “Hi, this is Jeff from BMC Support.  
Our goal at BMC is to provide you with an excellent customer service 
experience.”  Related to this, there’s an Instagram interface under development 
that will enable customers to take a picture of the error message on their 
screen but make it appear to be from an Apple ][ plus circa 1979.  
 
We’ve decided that moving AR System to Java was the wrong way to go – so we’ll 
be switching over to utilizing more off-the-shelf technologies like IFTTT to 
drive workflow and using a modern GUI provided by the same engine that drives 
Minecraft.  By using these ready-made technologies, we’ll be able to realize a 
huge competitive advantage as our developers work on features unique to BMC.  
While I can’t really talk about far futures much, I can say that we’re 
partnering with other technology leaders in the industry to get ahead of the 
curve.  A strong partnership with Google is being investigated to create a 
“driverless help desk”.    We’ll be building on the BMC Virtual Agent 
technology and Google’s driverless car AI to work customer submitted help desk 
tickets to completion while the Technical Support Engineer sits back and reads 
the paper, drinks a latte, etc.  
 
I look forward to sharing this future with all of you.   Amazing possibilities 
resulting in leadership & freedom of opportunity look sensational!
 
-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect reality or those of BMC Software, Inc.  My 
voluntary attempt at humor in this forum is not intended to convey a role as a 
spokesperson, liaison or public relations representative for BMC Software, Inc.
 
_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" an

Re: CentOS 6.3 Installation Port Mapper Issue

[Joe Newmark]

I have seen this as well, especially when working with Centos running in a VM. 
If  yu hard code the IP address of the oracle database, you need to make sure 
that the system uses that address or Remedy will not be able to connect to the 
database


 





__
"There aint no star to guide you while you're looking at the ground. So take 
some time to breathe, raise your head and look around" - Jorma

 I only have so many heartbeats left. I am not wasting them on things that are 
not fun.



 From: "Parekar, Rahul" 
To: arslist@ARSLIST.ORG 
Sent: Monday, April 1, 2013 2:17 AM
Subject: Re: CentOS 6.3 Installation Port Mapper Issue
 

** 
Just look at the /var/log/messages for any message related to portmap.  It may 
that while server tried registering with portmaper it uses wrong ip?
What ip/host entries do you have in /etc/hosts file?
 
 
From:Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt
Sent: Monday, 1 April 2013 11:26 AM
To: arslist@ARSLIST.ORGIt
Subject: CentOS 6.3 Installation Port Mapper Issue
 
** 
I am trying to install ARS 7.6.04 SP2 on 64 bit Centos 6.3 on top of Oracle 
database. For now, I am using same machine to install db, midtier and AR Server.
 
This is what I did
- Created a user in OS oracle and installed oracle database using this user at
  /home/oracle/app/
- Installed ARS using root user
 
Installation goes fine, but in the end, during system validation checks, I get 
a message
"AR System Server unable to create (390600, 0) for TCP"
 
User Tool gives this error when trying to connect to AR Server.
ARERR [90] Cannot establish a network connection to the AR System server  RPC: 
Program not registered
 
Then I did re-installation with following 
Register with Portmapper: NO
AR System Server TCP Port Number: 8081
AR System Server Plug-in TCP Port Number: 8082
 
and it worked fine.
 
Are there any issues if we we keep "Register with Portmapper: YES"?
 
~ Nathan
_ARSlist: "Where the Answers Are" and have been for 20 years_ 
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: OT: BMC going private

[Steve Kallestad]

I fell for this hook line and sinker.

It's very believable if you just take a quick scan.  It was a solid minute
and a half before I thought "wait a second... Minecraft *is* Java", went
back and then said "wait... Minecraft GUI?!?"

If you just read the first sentence of each paragraph...

David, thanks for the heart attack.

On Mon, Apr 1, 2013 at 12:01 AM, Easter, David  wrote:

> **
>
> I’m sure many of you have seen the news articles on BMC going private –
> e.g. Exclusive: Buyout firms team up to take BMC Software private -
> sources.
> I just wanted to assure everyone that this will be nothing but a positive
> for the future of AR System.  By removing the need to answer to shareholder
> value, BMC can be less conservative about innovation choices – which could
> lead to substantial leaps forward in user experience and customer return on
> investment.  By melding the two well established idioms of “thinking
> outside the box” and providing “out-of-the-box” functionality, we’ll be
> able to create instant value for our customers the first time they interact
> with our products.
>
> ** **
>
> Before even a new line of code is written, BMC Customer Support will be
> implementing new policies to improve BMC’s Customer Satisfaction Index
> (CSI).  Inspired by the acronym, BMC has created crack teams of IT forensic
> investigators in several major cities that can be called out to the scene
> of a violent IT event – crashes, network issues causing link death,
> abnormal parent or child process termination, etc.  These teams will work
> on an issue until it’s resolved or until a new case comes up in the next
> week – whichever comes first.
>
> ** **
>
> Another area of focus will be heavier participation in social media.
> While BMC is active on Twitter and Facebook, we’ll be expanding into Vine.
> Customers will be able to submit a description of their incident to
> Customer Service as long as the issue can be described in six seconds or
> less.  The response will also honor the six second limit of Vine, although
> content is further limited because it takes about five seconds to say “Hi,
> this is Jeff from BMC Support.  Our goal at BMC is to provide you with an
> excellent customer service experience.”  Related to this, there’s an
> Instagram interface under development that will enable customers to take a
> picture of the error message on their screen but make it appear to be from
> an Apple ][ plus circa 1979.  
>
> ** **
>
> We’ve decided that moving AR System to Java was the wrong way to go – so
> we’ll be switching over to utilizing more off-the-shelf technologies like
> IFTTT  to drive workflow and using a modern GUI
> provided by the same engine that drives Minecraft .
> By using these ready-made technologies, we’ll be able to realize a huge
> competitive advantage as our developers work on features unique to BMC.
> While I can’t really talk about far futures much, I can say that we’re
> partnering with other technology leaders in the industry to get ahead of
> the curve.  A strong partnership with Google is being investigated to
> create a “driverless help desk”.We’ll be building on the BMC Virtual
> Agent technology and Google’s driverless car AI to work customer submitted
> help desk tickets to completion while the Technical Support Engineer sits
> back and reads the paper, drinks a latte, etc.  
>
> ** **
>
> I look forward to sharing this future with all of you.   Amazing
> possibilities resulting in leadership & freedom of opportunity look
> sensational!
>
> ** **
>
> -David J. Easter
>
> Manager of Product Management, AR System
>
> BSM & Atrium Solutions Management
>
> BMC Software, Inc.
>
>  
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect reality or those of BMC Software,
> Inc.  My voluntary attempt at humor in this forum is not intended to convey
> a role as a spokesperson, liaison or public relations representative for
> BMC Software, Inc.
>
> ** **
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: CentOS 6.3 Installation Port Mapper Issue

[Ben Chernys]

You need to follow the installation instructions - exactly.  I got caught by
this too.

Change the limits as specified, but your real cause of error is not
modifying the rpc file by appending .

 

#Action Request System daemons

arserverd  390600  arserverd

arserverd  390601  arserverd

arserverd  390604  arserverd

arserverd  390619  arserverd

arserverd  390620  arserverd

arserverd  390621  arserverd

. . .

arserverd  390694  arserverd

arserverd  390695  arserverd

##

 

Cheers

 

Ben Chernys
Senior Software Architect
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 munesh konda
Sent: April-01-13 08:03
To: arslist@ARSLIST.ORG
Subject: Re: CentOS 6.3 Installation Port Mapper Issue

 

** 

Nathan,

 

Did you check the portmapper process/daemon is running on that box.

 

Also I am not sure whether BMC would support Remedy on CentOS as it is not
mentioned in their Comp Matrix.

 

But the Remedy would work on CentOS as it using the bin/lib of RHEL...

 

Thanks.

 

Regards

Munesh

 

On Mon, Apr 1, 2013 at 11:26 AM, Nathan Brandt 
wrote:

** 

I am trying to install ARS 7.6.04 SP2 on 64 bit Centos 6.3 on top of Oracle
database. For now, I am using same machine to install db, midtier and AR
Server.

 

This is what I did

- Created a user in OS oracle and installed oracle database using this user
at

  /home/oracle/app/

- Installed ARS using root user

 

Installation goes fine, but in the end, during system validation checks, I
get a message

"AR System Server unable to create (390600, 0) for TCP"

 

User Tool gives this error when trying to connect to AR Server.

ARERR [90] Cannot establish a network connection to the AR System server
RPC: Program not registered

 

Then I did re-installation with following 

Register with Portmapper: NO

AR System Server TCP Port Number: 8081

AR System Server Plug-in TCP Port Number: 8082

 

and it worked fine.

 

Are there any issues if we we keep "Register with Portmapper: YES"?

 

~ Nathan

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

 

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


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<>

smime.p7s
Description: S/MIME cryptographic signature

Re: CentOS 6.3 Installation Port Mapper Issue

[John Sundberg]

We usually use 127.0.0.1 as the IP -- that works pretty generically.

-John




On Mon, Apr 1, 2013 at 2:29 PM, Joe Newmark  wrote:

> **
> I have seen this as well, especially when working with Centos running in a
> VM. If  yu hard code the IP address of the oracle database, you need to
> make sure that the system uses that address or Remedy will not be able to
> connect to the database
>
>
>
>
>
>
>
> __
> "There aint no star to guide you while you're looking at the ground. So
> take some time to breathe, raise your head and look around" - Jorma
>
>  I only have so many heartbeats left. I am not wasting them on things that
> are not fun.
>   --
> *From:* "Parekar, Rahul" 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Monday, April 1, 2013 2:17 AM
> *Subject:* Re: CentOS 6.3 Installation Port Mapper Issue
>
> **
> Just look at the /var/log/messages for any message related to portmap.  It
> may that while server tried registering with portmaper it uses wrong ip?
> What ip/host entries do you have in /etc/hosts file?
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Nathan Brandt
> *Sent:* Monday, 1 April 2013 11:26 AM
> *To:* arslist@ARSLIST.ORGIt
> *Subject:* CentOS 6.3 Installation Port Mapper Issue
>
> **
> I am trying to install ARS 7.6.04 SP2 on 64 bit Centos 6.3 on top of
> Oracle database. For now, I am using same machine to install db, midtier
> and AR Server.
>
> This is what I did
> - Created a user in OS oracle and installed oracle database using this
> user at
>   /home/oracle/app/
> - Installed ARS using root user
>
> Installation goes fine, but in the end, during system validation checks, I
> get a message
> "AR System Server unable to create (390600, 0) for TCP"
>
> User Tool gives this error when trying to connect to AR Server.
> ARERR [90] Cannot establish a network connection to the AR System server
>  RPC: Program not registered
>
> Then I did re-installation with following
> Register with Portmapper: NO
> AR System Server TCP Port Number: 8081
> AR System Server Plug-in TCP Port Number: 8082
>
> and it worked fine.
>
> Are there any issues if we we keep "Register with Portmapper: YES"?
>
> ~ Nathan
> _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_




-- 

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

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

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Email engine Issues in v8.1

[JD Hood]

All,

Environment: v8.1 ARS/ITSM on Windows

Has anyone encountered a situation where outbound email is configured for
simple, unassuming, plain-jane SMTP (no user or pass needed) and the email
service (installed out of the box) will not start?

I've tried setting the service to run as a domain user account
(permissioned for MAPI), a local admin account and as a domain admin
account. It still won't start.

The weird part: I can switch to command line mode and it works just fine
with the same outbound settings. From the command line, it starts-up,
stays-up and happily processes mail until you stop it.

Logging:
No email logs or java logs are produced when you try to start the service.
I don't think it gets far enough to even start a log.

Windows event Application logs shows three events with the following info:
1. BMC Remedy Email Engine - MyServerName
2. Could not load the Java Virtual Machine
3. LoadLibrary The system cannot find the file specified

I've checked the registry entries for the service and compared it to the
java paths used with the command line batch file and the paths are all
correct, down to the jvm.dll for the service.

Right now, all I have to go on is that, for some unknown reason the service
can't start a JVM. However running it from the command line, it can crank
the JVM right up!

I'm currently stumped.

If anyone has encountered this before, I'd love to hear how you resolved it.

Thanks,
-JDHood

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Email engine Issues in v8.1

[John Baker]

JD

It sounds like the Windows service isn't setting the LD_LIBRARY_PATH 
environment variable to point at the directory containing the ARAPI 
native libraries (that should not even be required with the pure Java 
API) if you're seeing LoadLibrary (native library?) issues.



John

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Re: Email engine Issues in v8.1

[Thad Esser]

JD,

I had this exact same issue, you'll probably find that flashboards isn't
starting up either.  The issue was that the java bin directory was not
added to the PATH environment variable.  BMC Support insisted that the java
install would do that, but it didn't happen in any of my environments.
 Once I added that to the PATH variable, all was good.  The reason that it
works from the command line is that the batch file sets the path.

Hope that helps,
Thad


On Mon, Apr 1, 2013 at 12:51 PM, JD Hood  wrote:

> **
> All,
>
> Environment: v8.1 ARS/ITSM on Windows
>
> Has anyone encountered a situation where outbound email is configured for
> simple, unassuming, plain-jane SMTP (no user or pass needed) and the email
> service (installed out of the box) will not start?
>
> I've tried setting the service to run as a domain user account
> (permissioned for MAPI), a local admin account and as a domain admin
> account. It still won't start.
>
> The weird part: I can switch to command line mode and it works just fine
> with the same outbound settings. From the command line, it starts-up,
> stays-up and happily processes mail until you stop it.
>
> Logging:
> No email logs or java logs are produced when you try to start the service.
> I don't think it gets far enough to even start a log.
>
> Windows event Application logs shows three events with the following info:
> 1. BMC Remedy Email Engine - MyServerName
> 2. Could not load the Java Virtual Machine
> 3. LoadLibrary The system cannot find the file specified
>
> I've checked the registry entries for the service and compared it to the
> java paths used with the command line batch file and the paths are all
> correct, down to the jvm.dll for the service.
>
> Right now, all I have to go on is that, for some unknown reason the
> service can't start a JVM. However running it from the command line, it can
> crank the JVM right up!
>
> I'm currently stumped.
>
> If anyone has encountered this before, I'd love to hear how you resolved
> it.
>
> Thanks,
> -JDHood
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: RQC:ConsoleWizrd Error

[Abdullah Baytops]

we are using 1.6.04

V/R
Abdul Baytops


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of patrick zandi [remedy...@gmail.com]
Sent: Monday, April 01, 2013 2:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: RQC:ConsoleWizrd Error

** By the way what version of java are you using.. ... I would not use 1.5 in 
any case... latest 1.6/1.7_17 is recommended..
I have had problems with 1.5 in the past.. with 7.6.3/7.6.4  fyi


On Mon, Apr 1, 2013 at 1:36 PM, patrick zandi 
mailto:remedy...@gmail.com>> wrote:
so nothing in the arerror.log / and you have plugin logs showing nothing too, 
what about the syslog on the server ... in Solaris it would be dmesg|more
or /var/adm/logs/messages
-- if nothing there.. then you are going to have to force a debug..
 Cannot remember right now where that is (check the arlist, or docs) . 
but you can set your JAVA  to do finest logging, and either startup the ars 
server and watch it fail, OR if it is up.. you could try the old faithful "ps 
-ef |grep plugin" and kill -9 all the plugin processes which armonitor will 
cordially restart for you and give you a log.

That should come up with something



On Mon, Apr 1, 2013 at 1:24 PM, Abdullah Baytops 
mailto:abayt...@onefederalsolution.com>> wrote:
**
We think its the plugins associated with RQC to include the REMEDY.ARF.CAI 
plugin. We are also using Red Hat v 6.3 in which the ARS server is running.

V/R
Abdul


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG] on behalf of patrick zandi 
[remedy...@gmail.com]
Sent: Monday, April 01, 2013 1:13 PM

To: arslist@ARSLIST.ORG
Subject: Re: RQC:ConsoleWizrd Error

** what version are you even discussing?

what plugins are failing?
did you run through the performance (I know you would not think of this).. 
manual -- maybe the arpluginsvr settings are messed up.
do you have enought ram to use the plugins.. ars 7.6.04 is memory intensive
... just some quick thoughts..


On Mon, Apr 1, 2013 at 1:04 PM, Abdullah Baytops 
mailto:abayt...@onefederalsolution.com>> wrote:
**
Can anyone provide me information on how to (fix) the plugins or (reinstall) 
the plugins in which we assume are not working.

V/R
Abdul Baytops


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG] on behalf of Karthik 
[karthik...@gmail.com]
Sent: Thursday, March 28, 2013 11:11 PM

To: arslist@ARSLIST.ORG
Subject: Re: RQC:ConsoleWizrd Error

**

Did you check srm:request to see if there are any event errors?

If you had plugin issues, entry in cai:events form should have shown an error 
right? Which again should have circulated back to srm:request?

Regards,
Karthik

On Mar 29, 2013 6:51 AM, "Abdullah Baytops" 
mailto:abayt...@onefederalsolution.com>> wrote:
**
Thats exactly what I was thinking . If the plugins did not load during the 
install is there another way to reinstall those plugins.  Also what specific 
plug should I have that may be missing in a linux environment.

V/R
Abdul


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG] on behalf of Rob Dudley 
[duds1...@gmail.com]
Sent: Thursday, March 28, 2013 6:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: RQC:ConsoleWizrd Error

**

Yo...you may want to verify that all of your plugins are running...it sounds 
like they may not be...

How have you been?
Rob

On Mar 28, 2013 4:35 PM, "Abdullah Baytops" 
mailto:abayt...@onefederalsolution.com>> wrote:
**
I am looking form some assistance with using the RQC:RequestorConsoleWizard in 
which after saving a ticket as a requester the Request ID is not being 
generated.  I have checked all the filters and notice none of the SRM:AOI: 
Filters fire in which I think is causing the problem. Any possible solutions 
would be of assistance.

V/R
Abdul
_ARSlist: "Where the Answers Are" and have been for 20 years_
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_ARSlist: "Where the Answers Are" and have been for 20 years_
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_ARSlist: "Where the Answers Are" and have been for 20 years_



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



--
Patrick Zandi



--
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AR Patch Upgrade 7.6.04 Patch 4

[Simon Ellis]

Hi,

We're currently starting to put together our first ever pacth upgrade, 
Upgrading 7.6.04 to Patch 4.  Was wondering if anyone out there had process 
plan, not step by step of how to do, but more of things to consider, order of 
performance that they could share to give us a leg up on what to do.

regards

Simon

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Re: Email engine Issues in v8.1

[JD Hood]

I'll check it again, but I've gone through all the (even semi-related) KB
entries. I loaded the path up with the java \bin, \lib and \aremail paths
for good measure as one of my troubleshooting steps, checked permissions,
re-installed java, removed & re-added the service, used several different
users and service accounts, and on and on.  As soon as I regain
connectivity, I'm going to try setting the LD_LIBRARY_PATH manually and see
if that does the trick.

Thanks,
-JDHood


On Mon, Apr 1, 2013 at 4:21 PM, Thad Esser  wrote:

> **
> JD,
>
> I had this exact same issue, you'll probably find that flashboards isn't
> starting up either.  The issue was that the java bin directory was not
> added to the PATH environment variable.  BMC Support insisted that the java
> install would do that, but it didn't happen in any of my environments.
>  Once I added that to the PATH variable, all was good.  The reason that it
> works from the command line is that the batch file sets the path.
>
> Hope that helps,
> Thad
>
>
> On Mon, Apr 1, 2013 at 12:51 PM, JD Hood  wrote:
>
>> **
>> All,
>>
>> Environment: v8.1 ARS/ITSM on Windows
>>
>> Has anyone encountered a situation where outbound email is configured for
>> simple, unassuming, plain-jane SMTP (no user or pass needed) and the email
>> service (installed out of the box) will not start?
>>
>> I've tried setting the service to run as a domain user account
>> (permissioned for MAPI), a local admin account and as a domain admin
>> account. It still won't start.
>>
>> The weird part: I can switch to command line mode and it works just fine
>> with the same outbound settings. From the command line, it starts-up,
>> stays-up and happily processes mail until you stop it.
>>
>> Logging:
>> No email logs or java logs are produced when you try to start the
>> service. I don't think it gets far enough to even start a log.
>>
>> Windows event Application logs shows three events with the following info:
>> 1. BMC Remedy Email Engine - MyServerName
>> 2. Could not load the Java Virtual Machine
>> 3. LoadLibrary The system cannot find the file specified
>>
>> I've checked the registry entries for the service and compared it to the
>> java paths used with the command line batch file and the paths are all
>> correct, down to the jvm.dll for the service.
>>
>> Right now, all I have to go on is that, for some unknown reason the
>> service can't start a JVM. However running it from the command line, it can
>> crank the JVM right up!
>>
>> I'm currently stumped.
>>
>> If anyone has encountered this before, I'd love to hear how you resolved
>> it.
>>
>> Thanks,
>> -JDHood
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Email engine Issues in v8.1

[Thad Esser]

I used the Sysinternals "Process Monitor" (
http://technet.microsoft.com/en-us/sysinternals/bb896645) utility to watch
what was happening during the service startup.  That let me see that it was
searching for a particular file (mscvr100.dll)  in a bunch of folders.  It
just so happened that the list of folders was the exact same list in the
"Path" environment variable, in the same order.  That *.dll is part of the
java install and is located in the bin folder.  Adding the bin folder to
the Path was really all it was.  At any rate, it sounds like you are up
against something different, so I wanted to suggest taking a look at
Process Monitor to see if that helped.

Thad


On Mon, Apr 1, 2013 at 1:43 PM, JD Hood  wrote:

> **
> I'll check it again, but I've gone through all the (even semi-related) KB
> entries. I loaded the path up with the java \bin, \lib and \aremail paths
> for good measure as one of my troubleshooting steps, checked permissions,
> re-installed java, removed & re-added the service, used several different
> users and service accounts, and on and on.  As soon as I regain
> connectivity, I'm going to try setting the LD_LIBRARY_PATH manually and see
> if that does the trick.
>
> Thanks,
> -JDHood
>
>
> On Mon, Apr 1, 2013 at 4:21 PM, Thad Esser  wrote:
>
>> **
>> JD,
>>
>> I had this exact same issue, you'll probably find that flashboards isn't
>> starting up either.  The issue was that the java bin directory was not
>> added to the PATH environment variable.  BMC Support insisted that the java
>> install would do that, but it didn't happen in any of my environments.
>>  Once I added that to the PATH variable, all was good.  The reason that it
>> works from the command line is that the batch file sets the path.
>>
>> Hope that helps,
>> Thad
>>
>>
>> On Mon, Apr 1, 2013 at 12:51 PM, JD Hood  wrote:
>>
>>> **
>>> All,
>>>
>>> Environment: v8.1 ARS/ITSM on Windows
>>>
>>> Has anyone encountered a situation where outbound email is configured
>>> for simple, unassuming, plain-jane SMTP (no user or pass needed) and the
>>> email service (installed out of the box) will not start?
>>>
>>> I've tried setting the service to run as a domain user account
>>> (permissioned for MAPI), a local admin account and as a domain admin
>>> account. It still won't start.
>>>
>>> The weird part: I can switch to command line mode and it works just fine
>>> with the same outbound settings. From the command line, it starts-up,
>>> stays-up and happily processes mail until you stop it.
>>>
>>> Logging:
>>> No email logs or java logs are produced when you try to start the
>>> service. I don't think it gets far enough to even start a log.
>>>
>>> Windows event Application logs shows three events with the following
>>> info:
>>> 1. BMC Remedy Email Engine - MyServerName
>>> 2. Could not load the Java Virtual Machine
>>> 3. LoadLibrary The system cannot find the file specified
>>>
>>> I've checked the registry entries for the service and compared it to the
>>> java paths used with the command line batch file and the paths are all
>>> correct, down to the jvm.dll for the service.
>>>
>>> Right now, all I have to go on is that, for some unknown reason the
>>> service can't start a JVM. However running it from the command line, it can
>>> crank the JVM right up!
>>>
>>> I'm currently stumped.
>>>
>>> If anyone has encountered this before, I'd love to hear how you resolved
>>> it.
>>>
>>> Thanks,
>>> -JDHood
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Email engine Issues in v8.1

[John Sundberg]

Great tool Thad…

I used to use something like that in the Linux world all the time -- you
would see a program try to read a file -- then die right after that -- but
never give a good message.

Then -- you would change the permissions - so it could see the file - then
bingo - it works.

I did not know such a Window util existed.

Thanks,

-John



On Mon, Apr 1, 2013 at 5:36 PM, Thad Esser  wrote:

> **
> I used the Sysinternals "Process Monitor" (
> http://technet.microsoft.com/en-us/sysinternals/bb896645) utility to
> watch what was happening during the service startup.  That let me see that
> it was searching for a particular file (mscvr100.dll)  in a bunch of
> folders.  It just so happened that the list of folders was the exact same
> list in the "Path" environment variable, in the same order.  That *.dll is
> part of the java install and is located in the bin folder.  Adding the bin
> folder to the Path was really all it was.  At any rate, it sounds like you
> are up against something different, so I wanted to suggest taking a look at
> Process Monitor to see if that helped.
>
> Thad
>
>
> On Mon, Apr 1, 2013 at 1:43 PM, JD Hood  wrote:
>
>> **
>> I'll check it again, but I've gone through all the (even semi-related) KB
>> entries. I loaded the path up with the java \bin, \lib and \aremail paths
>> for good measure as one of my troubleshooting steps, checked permissions,
>> re-installed java, removed & re-added the service, used several different
>> users and service accounts, and on and on.  As soon as I regain
>> connectivity, I'm going to try setting the LD_LIBRARY_PATH manually and see
>> if that does the trick.
>>
>> Thanks,
>> -JDHood
>>
>>
>> On Mon, Apr 1, 2013 at 4:21 PM, Thad Esser  wrote:
>>
>>> **
>>> JD,
>>>
>>> I had this exact same issue, you'll probably find that flashboards isn't
>>> starting up either.  The issue was that the java bin directory was not
>>> added to the PATH environment variable.  BMC Support insisted that the java
>>> install would do that, but it didn't happen in any of my environments.
>>>  Once I added that to the PATH variable, all was good.  The reason that it
>>> works from the command line is that the batch file sets the path.
>>>
>>> Hope that helps,
>>> Thad
>>>
>>>
>>> On Mon, Apr 1, 2013 at 12:51 PM, JD Hood  wrote:
>>>
 **
 All,

 Environment: v8.1 ARS/ITSM on Windows

 Has anyone encountered a situation where outbound email is configured
 for simple, unassuming, plain-jane SMTP (no user or pass needed) and the
 email service (installed out of the box) will not start?

 I've tried setting the service to run as a domain user account
 (permissioned for MAPI), a local admin account and as a domain admin
 account. It still won't start.

 The weird part: I can switch to command line mode and it works just
 fine with the same outbound settings. From the command line, it starts-up,
 stays-up and happily processes mail until you stop it.

 Logging:
 No email logs or java logs are produced when you try to start the
 service. I don't think it gets far enough to even start a log.

 Windows event Application logs shows three events with the following
 info:
 1. BMC Remedy Email Engine - MyServerName
 2. Could not load the Java Virtual Machine
 3. LoadLibrary The system cannot find the file specified

 I've checked the registry entries for the service and compared it to
 the java paths used with the command line batch file and the paths are all
 correct, down to the jvm.dll for the service.

 Right now, all I have to go on is that, for some unknown reason the
 service can't start a JVM. However running it from the command line, it can
 crank the JVM right up!

 I'm currently stumped.

 If anyone has encountered this before, I'd love to hear how you
 resolved it.

 Thanks,
 -JDHood
 _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_




-- 

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

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

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Re: Email engine Issues in v8.1

[Thad Esser]

Yeah, I was really happy when I found that tool suite.  Process Explorer is
nice (similar to "top") and TCPView (netstat) too.

Thad


On Mon, Apr 1, 2013 at 3:58 PM, John Sundberg  wrote:

> **
> Great tool Thad…
>
> I used to use something like that in the Linux world all the time -- you
> would see a program try to read a file -- then die right after that -- but
> never give a good message.
>
> Then -- you would change the permissions - so it could see the file - then
> bingo - it works.
>
> I did not know such a Window util existed.
>
> Thanks,
>
> -John
>
>
>
> On Mon, Apr 1, 2013 at 5:36 PM, Thad Esser  wrote:
>
>> **
>> I used the Sysinternals "Process Monitor" (
>> http://technet.microsoft.com/en-us/sysinternals/bb896645) utility to
>> watch what was happening during the service startup.  That let me see that
>> it was searching for a particular file (mscvr100.dll)  in a bunch of
>> folders.  It just so happened that the list of folders was the exact same
>> list in the "Path" environment variable, in the same order.  That *.dll is
>> part of the java install and is located in the bin folder.  Adding the bin
>> folder to the Path was really all it was.  At any rate, it sounds like you
>> are up against something different, so I wanted to suggest taking a look at
>> Process Monitor to see if that helped.
>>
>> Thad
>>
>>
>> On Mon, Apr 1, 2013 at 1:43 PM, JD Hood  wrote:
>>
>>> **
>>> I'll check it again, but I've gone through all the (even semi-related)
>>> KB entries. I loaded the path up with the java \bin, \lib and \aremail
>>> paths for good measure as one of my troubleshooting steps, checked
>>> permissions, re-installed java, removed & re-added the service, used
>>> several different users and service accounts, and on and on.  As soon as I
>>> regain connectivity, I'm going to try setting the LD_LIBRARY_PATH manually
>>> and see if that does the trick.
>>>
>>> Thanks,
>>> -JDHood
>>>
>>>
>>> On Mon, Apr 1, 2013 at 4:21 PM, Thad Esser  wrote:
>>>
 **
 JD,

 I had this exact same issue, you'll probably find that flashboards
 isn't starting up either.  The issue was that the java bin directory was
 not added to the PATH environment variable.  BMC Support insisted that the
 java install would do that, but it didn't happen in any of my environments.
  Once I added that to the PATH variable, all was good.  The reason that it
 works from the command line is that the batch file sets the path.

 Hope that helps,
 Thad


 On Mon, Apr 1, 2013 at 12:51 PM, JD Hood  wrote:

> **
> All,
>
> Environment: v8.1 ARS/ITSM on Windows
>
> Has anyone encountered a situation where outbound email is configured
> for simple, unassuming, plain-jane SMTP (no user or pass needed) and the
> email service (installed out of the box) will not start?
>
> I've tried setting the service to run as a domain user account
> (permissioned for MAPI), a local admin account and as a domain admin
> account. It still won't start.
>
> The weird part: I can switch to command line mode and it works just
> fine with the same outbound settings. From the command line, it starts-up,
> stays-up and happily processes mail until you stop it.
>
> Logging:
> No email logs or java logs are produced when you try to start the
> service. I don't think it gets far enough to even start a log.
>
> Windows event Application logs shows three events with the following
> info:
> 1. BMC Remedy Email Engine - MyServerName
> 2. Could not load the Java Virtual Machine
> 3. LoadLibrary The system cannot find the file specified
>
> I've checked the registry entries for the service and compared it to
> the java paths used with the command line batch file and the paths are all
> correct, down to the jvm.dll for the service.
>
> Right now, all I have to go on is that, for some unknown reason the
> service can't start a JVM. However running it from the command line, it 
> can
> crank the JVM right up!
>
> I'm currently stumped.
>
> If anyone has encountered this before, I'd love to hear how you
> resolved it.
>
> Thanks,
> -JDHood
> _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_
>
>
>
>
> --
>
> *John Sundberg*
> Kinetic Data, Inc.
> "Your Business. Your Process."
>
> 651-556-0930 I john.sundb...@kineticdata.com
>  www.kineticdata.com I community.kineticdata.com
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Email engine Issues in v8.1

[JD Hood]

That rings a faint bell... I lost connectivity and can't do anything about
it at the moment.

I'll give this a go as soon as I can reconnect.

Thanks!
-JDHood


On Mon, Apr 1, 2013 at 3:56 PM, John Baker
wrote:

> JD
>
> It sounds like the Windows service isn't setting the LD_LIBRARY_PATH
> environment variable to point at the directory containing the ARAPI native
> libraries (that should not even be required with the pure Java API) if
> you're seeing LoadLibrary (native library?) issues.
>
>
> John
>
> __**__**
> ___
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> "Where the Answers Are, and have been for 20 years"
>

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Re: CentOS 6.3 Installation Port Mapper Issue

[Nathan Brandt]

Hi Ben,

Overall performance of CentOS 6.3 was also not good. I tried installing it
on RHEL 5.3 and all went pretty smooth and I do see all these entries in
/etc/rpc

# Action Request System daemons
arserverd   390600  arserverd
arserverd   390601  arserverd
arserverd   390604  arserverd
arserverd  390619  arserverd
arserverd  390620  arserverd
arserverd  390621  arserverd
...
arserverd  390692  arserverd
arserverd  390693  arserverd
arserverd  390694  arserverd
arserverd  390695  arserverd

I am planning to try it on CentOS 6.4. In case, I again face port mapper
issues, do I have to manually put these entries in /etc/rpc before starting
with the installation?

~ Nathan


On Tue, Apr 2, 2013 at 1:03 AM, Ben Chernys <
ben.cher...@softwaretoolhouse.com> wrote:

> **
>
> You need to follow the installation instructions - exactly.  I got caught
> by this too.
>
> Change the limits as specified, but your real cause of error is not
> modifying the rpc file by appending …
>
> ** **
>
> #Action Request System daemons
>
> arserverd  390600  arserverd
>
> arserverd  390601  arserverd
>
> arserverd  390604  arserverd
>
> arserverd  390619  arserverd
>
> arserverd  390620  arserverd
>
> arserverd  390621  arserverd
>
> . . .
>
> arserverd  390694  arserverd
>
> arserverd  390695  arserverd
>
> ##
>
> ** **
>
> Cheers
>
> ** **
>
> Ben Chernys
> Senior Software Architect
> [image: 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 *munesh konda
> *Sent:* April-01-13 08:03
> *To:* arslist@ARSLIST.ORG
>
> *Subject:* Re: CentOS 6.3 Installation Port Mapper Issue
>
> ** **
>
> ** 
>
> Nathan,
>
> ** **
>
> Did you check the portmapper process/daemon is running on that box.
>
> ** **
>
> Also I am not sure whether BMC would support Remedy on CentOS as it is not
> mentioned in their Comp Matrix.
>
> ** **
>
> But the Remedy would work on CentOS as it using the bin/lib of RHEL...
>
> ** **
>
> Thanks.
>
> ** **
>
> Regards
>
> Munesh
>
> ** **
>
> On Mon, Apr 1, 2013 at 11:26 AM, Nathan Brandt 
> wrote:
>
> ** 
>
> I am trying to install ARS 7.6.04 SP2 on 64 bit Centos 6.3 on top of
> Oracle database. For now, I am using same machine to install db, midtier
> and AR Server.
>
> ** **
>
> This is what I did
>
> - Created a user in OS oracle and installed oracle database using this
> user at
>
>   /home/oracle/app/
>
> - Installed ARS using root user
>
> ** **
>
> Installation goes fine, but in the end, during system validation checks, I
> get a message
>
> "AR System Server unable to create (390600, 0) for TCP"
>
> ** **
>
> User Tool gives this error when trying to connect to AR Server.
>
> ARERR [90] Cannot establish a network connection to the AR System server
>  RPC: Program not registered
>
> ** **
>
> Then I did re-installation with following 
>
> Register with Portmapper: NO
>
> AR System Server TCP Port Number: 8081
>
> AR System Server Plug-in TCP Port Number: 8082
>
> ** **
>
> and it worked fine.
>
> ** **
>
> Are there any issues if we we keep "Register with Portmapper: YES"?
>
> ** **
>
> ~ Nathan
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>
> ** **
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Email engine Issues in v8.1

[Walunjkar, Parshuram]

Windows service cannot start probable root causes are

1) Incorrect JVM dll path

2) windows Service parameter might be incorrect.

3) different aremaild.exe version i.e 32 or 64 bit.



Also refer discussion for mapi and windows service that could be helpful.

https://communities.bmc.com/communities/message/302658#302658



Also customer can install windows email engine service using command.

https://docs.bmc.com/docs/display/public/ars81/Remotely+installing+or+upgrading+Email+Engine

Note: Only refer install email engine service part



thanks

Parshuram


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: 02 April 2013 5:41
To: arslist@ARSLIST.ORG
Subject: Re: Email engine Issues in v8.1

**
That rings a faint bell... I lost connectivity and can't do anything about it 
at the moment.

I'll give this a go as soon as I can reconnect.

Thanks!
-JDHood

On Mon, Apr 1, 2013 at 3:56 PM, John Baker 
mailto:jba...@javasystemsolutions.com>> wrote:
JD

It sounds like the Windows service isn't setting the LD_LIBRARY_PATH 
environment variable to point at the directory containing the ARAPI native 
libraries (that should not even be required with the pure Java API) if you're 
seeing LoadLibrary (native library?) issues.


John

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

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