RKM prefixing Article ID
We want to put a prefix on Article ID (DOCID in database view RKM_KnowledgeArticleManager) for any KM article created. We are able to prefix DE_ to Request ID, but seems like Article ID is generated from Request ID somehow and we are not able to figure it out even after looking all filter, sql logs. For example, for an article, Request ID generated is seen as DE_KBA00108, but DOCID is still KBA0108. Another interesting thing is without our prefix DE_, length of RequestID is 12 characters (KBA + 6 zeros + 108) and that of DOCID is 11 characters (KBA + 5 zeros + 108). Has anyone tried putting prefix on Article ID? ~ Nathan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: AD Integration
Hi Kiran.
One question for you. In my org. We have existing user profiles if we need
to authenticate those users without changing their login name. Is there any
way to achieve it. I seem one of the BMC doc and tried creating login alias
name Field ID 117. But nothing works.
Regards
Karthick
On Monday, 15 April 2013, Hullule, Kiran wrote:
**
Glad to help.
** **
*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG javascript:_e({}, 'cvml', 'arslist@ARSLIST.ORG');] *On
Behalf Of *Karthick S
*Sent:* Monday, April 15, 2013 5:42 PM
*To:* arslist@ARSLIST.ORG javascript:_e({}, 'cvml',
'arslist@ARSLIST.ORG');
*Subject:* Re: AD Integration
** **
**
Hi Kiran,
** **
It works fine and Special thanks for your support and help.
** **
Regards,
Karthick S
** **
On Fri, Apr 12, 2013 at 8:55 PM, Karthick S karthick...@gmail.com wrote:
Hi Kiran.
** **
I ll chk n let u know
On Friday, 12 April 2013, Hullule, Kiran wrote:
**
Karthick,
Please remove these 2 lines from your ar.cfg and restart AR Service to see
the results:
*AREA-Hub-Plugin: my_area_plug-in.dll*
*Plugin: areahub.dll*
Plugin server thinks your arealdap plugin is setup for hub but in real
it’s not.
Give it a try.
Regards,
Kiran H
*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *Joe D'Souza
*Sent:* Thursday, April 11, 2013 4:13 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: AD Integration
**
Karthick,
Is the AR server able to access the LDAP server? Use the ldap.exe from the
AR Server and see if it works on that.
Does the bind user have any double byte characters for a password? There
used to be (and I think there still is) an issue with the AR Server not
able to authenticate users that have double byte characters for a password.
_ARSlist: Where the Answers Are and have been for 20 years_
--
**
**
*Thanks and Regards,*
*Karthick S*
___
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I am out of the office until 04/22/2013. I'll be traveling. I'll be back on Monday, April 22nd. I'll be checking my e-mail from time to time, and will respond as needed. Thanks. Note: This is an automated response to your message Re: SLA attached but do not want to start sent on 04/17/2013 12:39:26 AM. This is the only notification you will receive while this person is away. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
RKM 7.5 Questions
Hello, I am running into an issue with sensitivity field options on form KMS:General_QueryOptions. Current Query String is $KMSServer$/search.jsp?SP=0remedy=1dltk=$SessionID$ID_EQueryTerms=$Summary$ $Client$. This pulls back Summary OR Client, we would like this to be Summary AND Client. Any assistance would be greatly appreciated. ARS 7.5.00 Patch 007 Thank You, Chad Wilhelm ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: WebServices from ITSM to SERENA
Almost. Here is what we are trying to do: We have created a custom Remedy form in which capturing information from gathered from several ITSM forms. that information needs to be sent to SERENA. I created a WSDL using a CREATE function that will send that information to SERENA but it is failing for some odd reason. Should I use CREATE or should it be using a GET function to perform this task. Any insight would be greatly appreciated. V/R Abdul Baytops From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Joe D'Souza [jdso...@shyle.net] Sent: Tuesday, April 16, 2013 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: WebServices from ITSM to SERENA ** Let me take a stab at this. If I understood you right, you have published a web service in Remedy that allows ‘the world’ (SERENA in your case) to consume, by searching Remedy using a Get List Operation. What do you mean by once it hits the other server, the information is not accepted? Have you tested your web service that you published using a standard testing tool such as SoapSonar or soapUI? What do you see on your arjavaplugin log? Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops Sent: Tuesday, April 16, 2013 1:49 PM To: arslist@ARSLIST.ORG Subject: WebServices from ITSM to SERENA I am having a problem with a webservice that I have created going from ITSM to SERENA. I have created a webservice that is sending information from our system to SERENA in which alI have verified all the information is being sent across the network by using WireShark The problem is that once it hits the other server the information is not being accepted. I also notice the password being sent get encrypted while being sent. Is there anyone has ran into this problem with such an integration or have any insight they can provide on this issue. V/R Abdul Baytops _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: RKM prefixing Article ID
Hi Nathan, The following Active Links call services which return the DocID: RKM:CNK:OnBtnCreate_100_CreateArticleRecords RKM:KAM:ServiceCall_initOnWinDisplay The following filters call services which formulate the end value: RKM:KAM:OnService_015_GetKAMIDs RKM:KAM:OnService_020_SetDocID (This filter is the one which creates the value of the DocID) Set fields is: z1D_Char003 = KBA + SUBSTRC($z1D Char01$, LENGTHC($z1D Char01$) - 8, LENGTHC($z1D Char01$)) (This is why there is 11 characters total) This value is returned to calling AL: RKM:KAM:ServiceCall_initOnWinDisplay (From AL log): ActiveLink Start:- RKM:KAM:ServiceCall_initOnWinDisplay | RKM:KnowledgeArticleManager/Default Administrator View - Wed Apr 17 2013 4:55:42 AM ms 797 True actions: action 0 ARACTService(4, vw-sjc-rem-dv92, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 9,302300500:Work In Progress,302300539:,302300544:SGP0009,302301021:KMGAA5V0GPML4AML448F62BH336WHL,11:- Global -,302300654:Calbro Services,100058:RKM:KnowledgeArticleManager,302300503:RKM:ProblemSolutionTemplate,3006002:,302298971:Default Administrator View,112:13;,60800:,60801:,302300502:,302300507:KBA0003,3006006:,302298981:KBA0003,3006004:,3006003:],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594)),302299731:(fq0_1.F(302299731)),302301079:(fq0_1.F(302301079)),302298971:(Null)]) Hope this helps. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt Sent: Wednesday, April 17, 2013 2:09 AM To: arslist@ARSLIST.ORG Subject: RKM prefixing Article ID ** We want to put a prefix on Article ID (DOCID in database view RKM_KnowledgeArticleManager) for any KM article created. We are able to prefix DE_ to Request ID, but seems like Article ID is generated from Request ID somehow and we are not able to figure it out even after looking all filter, sql logs. For example, for an article, Request ID generated is seen as DE_KBA00108, but DOCID is still KBA0108. Another interesting thing is without our prefix DE_, length of RequestID is 12 characters (KBA + 6 zeros + 108) and that of DOCID is 11 characters (KBA + 5 zeros + 108). Has anyone tried putting prefix on Article ID? ~ Nathan _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: RKM prefixing Article ID
Hi Ryan, Could you confirm the version you posted the code from as we don't have the service filters you refer to and the active link runs as follows without the DocID field: ActiveLink: RKM:KAM:ServiceCall_initOnWinDisplay - Wed Apr 17 2013 15:14:09 True actions: True action: ARACTService(itsm,RKM:KnowledgeArticleManager,0,inputField:[302300653:(new EnumType(9)),302300500:(F(windowID,302300500).G()),302300539:(F(windowID,302 300539).G()),302300544:(F(windowID,302300544).G()),302301021:(F(windowID,302 301021).G()),11:(F(windowID,11).G())],outputField:[302300566 :(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(3023 00540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300 571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(3 02300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302 300594:(fq0_1.F(302300594))]); action 0 ARACTService(4, itsm, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 9,302300500:Work In Progress,302300539:,302300544:SPR0153,302301021:KM0050560C63F2K65uUQ 7_xnAAVkUA,11:- Global -],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302 300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1. F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)), 302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0 _1.F(302311145)),302300594:(fq0_1.F(302300594))]) We are on 7.6.04 SP2 Cheers Peter From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: 17 April 2013 14:52 To: arslist@ARSLIST.ORG Subject: Re: RKM prefixing Article ID ** Hi Nathan, The following Active Links call services which return the DocID: RKM:CNK:OnBtnCreate_100_CreateArticleRecords RKM:KAM:ServiceCall_initOnWinDisplay The following filters call services which formulate the end value: RKM:KAM:OnService_015_GetKAMIDs RKM:KAM:OnService_020_SetDocID (This filter is the one which creates the value of the DocID) Set fields is: z1D_Char003 = KBA + SUBSTRC($z1D Char01$, LENGTHC($z1D Char01$) - 8, LENGTHC($z1D Char01$)) (This is why there is 11 characters total) This value is returned to calling AL: RKM:KAM:ServiceCall_initOnWinDisplay (From AL log): ActiveLink Start:- RKM:KAM:ServiceCall_initOnWinDisplay | RKM:KnowledgeArticleManager/Default Administrator View - Wed Apr 17 2013 4:55:42 AM ms 797 True actions: action 0 ARACTService(4, vw-sjc-rem-dv92, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 9,302300500:Work In Progress,302300539:,302300544:SGP0009,302301021:KMGAA5V0GPML4AML448F 62BH336WHL,11:- Global -,302300654:Calbro Services,100058:RKM:KnowledgeArticleManager,302300503:RKM:ProblemSolutio nTemplate,3006002:,302298971:Default Administrator View,112:13;,60800:,60801:,302300502:,302300507:KBA0003,3006006: ,302298981:KBA0003,3006004:,3006003:],outmap:[302300566:(fq0_1.F(302 300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),30230 0569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F( 302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),30 2311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1 .F(302300594)),302299731:(fq0_1.F(302299731)),302301079:(fq0_1.F(302301079)) ,302298971:(Null)]) Hope this helps. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt Sent: Wednesday, April 17, 2013 2:09 AM To: arslist@ARSLIST.ORG Subject: RKM prefixing Article ID ** We want to put a prefix on Article ID (DOCID in database view RKM_KnowledgeArticleManager) for any KM article created. We are able to prefix DE_ to Request ID, but seems like Article ID is generated from Request ID somehow and we are not able to figure it out even after looking all filter, sql logs. For example, for an article, Request ID generated is seen as DE_KBA00108, but DOCID is still KBA0108. Another interesting thing is without our prefix DE_, length of RequestID is 12 characters (KBA + 6 zeros + 108) and that of DOCID is 11 characters (KBA + 5 zeros + 108). Has anyone tried putting prefix on Article ID? ~ Nathan _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: RKM prefixing Article ID
Thanks guys for your reply. Actually I forgot to mention, we are on 7.6.04. What Ryan mentioned works in 8.*. But we figured it out for 7.6.04 as well, it is done in RKM Plugin through filter API call. On Wed, Apr 17, 2013 at 7:54 PM, Peter Romain p.romain.arsl...@parsolutions.co.uk wrote: ** Hi Ryan, ** ** Could you confirm the version you posted the code from as we don’t have the service filters you refer to and the active link runs as follows without the DocID field: ** ** ActiveLink: RKM:KAM:ServiceCall_initOnWinDisplay - Wed Apr 17 2013 15:14:09 ** ** True actions: ** ** True action: ARACTService(itsm,RKM:KnowledgeArticleManager,0,inputField:[302300653:(new EnumType(9)),302300500:(F(windowID,302300500).G()),302300539:(F(windowID,302300539).G()),302300544:(F(windowID,302300544).G()),302301021:(F(windowID,302301021).G()),11:(F(windowID,11).G())],outputField:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594))]); ** ** action 0 ** ** ARACTService(4, itsm, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 9,302300500:Work In Progress,302300539:,302300544:SPR0153,302301021:KM0050560C63F2K65uUQ7_xnAAVkUA,11:- Global -],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594))]) ** ** ** ** We are on 7.6.04 SP2 ** ** Cheers ** ** Peter ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Downing, Ryan *Sent:* 17 April 2013 14:52 *To:* arslist@ARSLIST.ORG *Subject:* Re: RKM prefixing Article ID ** ** ** Hi Nathan, ** ** The following Active Links call services which return the DocID: RKM:CNK:OnBtnCreate_100_CreateArticleRecords RKM:KAM:ServiceCall_initOnWinDisplay ** ** The following filters call services which formulate the end value: RKM:KAM:OnService_015_GetKAMIDs RKM:KAM:OnService_020_SetDocID (This filter is the one which creates the value of the DocID) ** ** Set fields is: z1D_Char003 = KBA + SUBSTRC($z1D Char01$, LENGTHC($z1D Char01$) - 8, LENGTHC($z1D Char01$)) (This is why there is 11 characters total) ** ** This value is returned to calling AL: RKM:KAM:ServiceCall_initOnWinDisplay (From AL log): ActiveLink Start:- RKM:KAM:ServiceCall_initOnWinDisplay | RKM:KnowledgeArticleManager/Default Administrator View - Wed Apr 17 2013 4:55:42 AM ms 797 True actions: action 0 ** ** ARACTService(4, vw-sjc-rem-dv92, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 9,302300500:Work In Progress,302300539:,302300544:SGP0009,302301021:KMGAA5V0GPML4AML448F62BH336WHL,11:- Global -,302300654:Calbro Services,100058:RKM:KnowledgeArticleManager,302300503:RKM:ProblemSolutionTemplate,3006002:,302298971:Default Administrator View,112:13;,60800:,60801:,302300502:, 302300507:KBA0003 ,3006006:,302298981:KBA0003,3006004:,3006003:],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594)),302299731:(fq0_1.F(302299731)),302301079:(fq0_1.F(302301079)),302298971:(Null)]) ** ** Hope this helps. Regards, Ryan. ** ** ** ** ** ** *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Nathan Brandt *Sent:* Wednesday, April 17, 2013 2:09 AM *To:* arslist@ARSLIST.ORG *Subject:* RKM prefixing Article ID ** ** ** We want to put a prefix on Article ID (DOCID in database view RKM_KnowledgeArticleManager) for any KM article created. ** ** We are able to prefix DE_ to Request ID, but seems like Article ID is generated from Request ID somehow and we are not able to figure it out even after looking all filter, sql logs. ** ** For example, for an article, Request ID generated is seen as DE_KBA00108, but DOCID is still KBA0108. Another interesting thing is without our prefix DE_, length of RequestID is 12 characters (KBA + 6 zeros + 108) and that of DOCID is 11 characters (KBA + 5 zeros +
Re: RKM prefixing Article ID
Hi Peter, I was looking at an 8.1 version of the RKM code. I will see if I can find a 7.6.04 SP2 version to look at. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain Sent: Wednesday, April 17, 2013 10:25 AM To: arslist@ARSLIST.ORG Subject: Re: RKM prefixing Article ID ** Hi Ryan, Could you confirm the version you posted the code from as we don't have the service filters you refer to and the active link runs as follows without the DocID field: ActiveLink: RKM:KAM:ServiceCall_initOnWinDisplay - Wed Apr 17 2013 15:14:09 True actions: True action: ARACTService(itsm,RKM:KnowledgeArticleManager,0,inputField:[302300653:(new EnumType(9)),302300500:(F(windowID,302300500).G()),302300539:(F(windowID,302300539).G()),302300544:(F(windowID,302300544).G()),302301021:(F(windowID,302301021).G()),11:(F(windowID,11).G())],outputField:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594))]); action 0 ARACTService(4, itsm, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 9,302300500:Work In Progress,302300539:,302300544:SPR0153,302301021:KM0050560C63F2K65uUQ7_xnAAVkUA,11:- Global -],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594))]) We are on 7.6.04 SP2 Cheers Peter From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: 17 April 2013 14:52 To: arslist@ARSLIST.ORG Subject: Re: RKM prefixing Article ID ** Hi Nathan, The following Active Links call services which return the DocID: RKM:CNK:OnBtnCreate_100_CreateArticleRecords RKM:KAM:ServiceCall_initOnWinDisplay The following filters call services which formulate the end value: RKM:KAM:OnService_015_GetKAMIDs RKM:KAM:OnService_020_SetDocID (This filter is the one which creates the value of the DocID) Set fields is: z1D_Char003 = KBA + SUBSTRC($z1D Char01$, LENGTHC($z1D Char01$) - 8, LENGTHC($z1D Char01$)) (This is why there is 11 characters total) This value is returned to calling AL: RKM:KAM:ServiceCall_initOnWinDisplay (From AL log): ActiveLink Start:- RKM:KAM:ServiceCall_initOnWinDisplay | RKM:KnowledgeArticleManager/Default Administrator View - Wed Apr 17 2013 4:55:42 AM ms 797 True actions: action 0 ARACTService(4, vw-sjc-rem-dv92, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 9,302300500:Work In Progress,302300539:,302300544:SGP0009,302301021:KMGAA5V0GPML4AML448F62BH336WHL,11:- Global -,302300654:Calbro Services,100058:RKM:KnowledgeArticleManager,302300503:RKM:ProblemSolutionTemplate,3006002:,302298971:Default Administrator View,112:13;,60800:,60801:,302300502:,302300507:KBA0003,3006006:,302298981:KBA0003,3006004:,3006003:],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594)),302299731:(fq0_1.F(302299731)),302301079:(fq0_1.F(302301079)),302298971:(Null)]) Hope this helps. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt Sent: Wednesday, April 17, 2013 2:09 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: RKM prefixing Article ID ** We want to put a prefix on Article ID (DOCID in database view RKM_KnowledgeArticleManager) for any KM article created. We are able to prefix DE_ to Request ID, but seems like Article ID is generated from Request ID somehow and we are not able to figure it out even after looking all filter, sql logs. For example, for an article, Request ID generated is seen as DE_KBA00108, but DOCID is still KBA0108. Another interesting thing is without our prefix DE_, length of RequestID is 12 characters (KBA + 6 zeros + 108) and that of DOCID is 11 characters (KBA + 5 zeros + 108). Has anyone tried putting prefix on Article ID? ~ 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_ ___ UNSUBSCRIBE or access ARSlist Archives
Re: RKM prefixing Article ID
Nathan, Glad to hear you have it figured out :) Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt Sent: Wednesday, April 17, 2013 10:52 AM To: arslist@ARSLIST.ORG Subject: Re: RKM prefixing Article ID ** Thanks guys for your reply. Actually I forgot to mention, we are on 7.6.04. What Ryan mentioned works in 8.*. But we figured it out for 7.6.04 as well, it is done in RKM Plugin through filter API call. On Wed, Apr 17, 2013 at 7:54 PM, Peter Romain p.romain.arsl...@parsolutions.co.ukmailto:p.romain.arsl...@parsolutions.co.uk wrote: ** Hi Ryan, Could you confirm the version you posted the code from as we don't have the service filters you refer to and the active link runs as follows without the DocID field: ActiveLink: RKM:KAM:ServiceCall_initOnWinDisplay - Wed Apr 17 2013 15:14:09 True actions: True action: ARACTService(itsm,RKM:KnowledgeArticleManager,0,inputField:[302300653:(new EnumType(9)),302300500:(F(windowID,302300500).G()),302300539:(F(windowID,302300539).G()),302300544:(F(windowID,302300544).G()),302301021:(F(windowID,302301021).G()),11:(F(windowID,11).G())],outputField:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594))]); action 0 ARACTService(4, itsm, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 9,302300500:Work In Progress,302300539:,302300544:SPR0153,302301021:KM0050560C63F2K65uUQ7_xnAAVkUA,11:- Global -],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594))]) We are on 7.6.04 SP2 Cheers Peter From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: 17 April 2013 14:52 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: RKM prefixing Article ID ** Hi Nathan, The following Active Links call services which return the DocID: RKM:CNK:OnBtnCreate_100_CreateArticleRecords RKM:KAM:ServiceCall_initOnWinDisplay The following filters call services which formulate the end value: RKM:KAM:OnService_015_GetKAMIDs RKM:KAM:OnService_020_SetDocID (This filter is the one which creates the value of the DocID) Set fields is: z1D_Char003 = KBA + SUBSTRC($z1D Char01$, LENGTHC($z1D Char01$) - 8, LENGTHC($z1D Char01$)) (This is why there is 11 characters total) This value is returned to calling AL: RKM:KAM:ServiceCall_initOnWinDisplay (From AL log): ActiveLink Start:- RKM:KAM:ServiceCall_initOnWinDisplay | RKM:KnowledgeArticleManager/Default Administrator View - Wed Apr 17 2013 4:55:42 AM ms 797 True actions: action 0 ARACTService(4, vw-sjc-rem-dv92, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 9,302300500:Work In Progress,302300539:,302300544:SGP0009,302301021:KMGAA5V0GPML4AML448F62BH336WHL,11:- Global -,302300654:Calbro Services,100058:RKM:KnowledgeArticleManager,302300503:RKM:ProblemSolutionTemplate,3006002:,302298971:Default Administrator View,112:13;,60800:,60801:,302300502:,302300507:KBA0003,3006006:,302298981:KBA0003,3006004:,3006003:],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594)),302299731:(fq0_1.F(302299731)),302301079:(fq0_1.F(302301079)),302298971:(Null)]) Hope this helps. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt Sent: Wednesday, April 17, 2013 2:09 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: RKM prefixing Article ID ** We want to put a prefix on Article ID (DOCID in database view RKM_KnowledgeArticleManager) for any KM article created. We are able to prefix DE_ to Request ID, but seems like Article ID is generated from Request ID somehow and we are not able to figure it out even after looking all filter, sql logs. For example, for an article, Request ID generated is seen as DE_KBA00108, but DOCID is still KBA0108. Another interesting thing is without our prefix DE_, length of RequestID is 12 characters (KBA + 6 zeros + 108) and that of DOCID is 11 characters (KBA + 5 zeros + 108). Has anyone tried putting prefix on Article
Re: BMC Chat support (My eService)
Thanks Jason :-) That helped me a lot and started doing some further research, so far nothing seems to be failing, stdout log sends mostly ok with CNS calls; normally when it fail is due arplugin failure. Also debugging by SAC found some root causes for existing issues, but nothing at all about CNS... Is there a way to extract a log just for CNS? Thanks a log Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 P Please consider the environment before printing this email The information contained in and transferred with this electronic message is intended only for the recipient(s) designated above, it is protected by law and it may contain information which is privileged and confidential. If you are not the intended recipient, please do not read, copy, or use it, and do not disclose it to others. Please notify the sender of the delivery error by replying to this message, and then delete it from your system. Thank you. Date: Tue, 16 Apr 2013 17:47:43 -0700 From: jason.mil...@gmail.com Subject: Re: BMC Chat support (My eService) To: arslist@ARSLIST.ORG ** Hi Hugo, I took a look at the 7.6.04 documentation to get up to speed a bit. Some of the end user UI forms appear to have been rewritten in native web technologies vs. Remedy forms when we used it.A really helpful feature that I hope made its way into the new UI is turning On the Show Debug Info setting in the Chat Server Settings sections. This would show all of the page holders that were normally hidden and by seeing the data in the field we could find an issue many times. Hopefully this can still be done in the new UI. Likewise there were also some special URLs and commands could be use for troubleshooting. Example:https://web_server/cns/myalerts?type=rlauid=support_agents_email_address would verify that CNS is working for an agent Entering [botdebug] while talking to Jenn would give you debug info.I am not sure if these things are still around but they were very helpful. We only used English so that is one level of complexity we never had to worry about. Are you using SSL? Once thing that cause us some trouble were improperly configured certificate chains. Similar to what you seem to be experiencing most everything appeared to work except a feature here and then because some of the Java code was very strict about a fully trusted connection. In your example it sounds like there could be an issue in the CNS (Chat Notification Servlet) process. I assume CNS is still the mechanism that would alert a support agent in 7.6.04. Have you looked at any of the CNS log files? I am figuring the my-eService guys are still employed by BMC (I haven't talked to any of them since Oct. though so anything is possible). If you can get past Support and in contact with one of them I am sure they'll be able to help. As quick as BMC turned VCR around as their own product I can't imagine that a great deal changed structurally between 7.6.04 and 8. I am guessing that much of the troubleshooting for 8 will apply to 7.6.04 as well so I would hope that Support wouldn't completely give up on you just because you are on 7.6.04. Jason On Tue, Apr 16, 2013 at 6:55 AM, Hugo Ruesga lord_dyna...@outlook.com wrote: ** Thanks :-) Let me describe the situation: We have customers on multiple locations; because of this we had created multiple topics, labeled EMEA_language These topics are associated to it's particular support queue on the VChat; however when a chat is being created using a topic, these agents do not receive any alerts on the Support agent console, neither banner or any other notifications. I enabled the chat alerts banner settings for the members of the queues, but still not seeing anything. The $64,000 question is: how to debug this? I digged on the manuals but not finding anything useful and I'm running out of options and time to find and solve this. Any help will be highly appreciated. Cheers Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 P Please consider the environment before printing this email The information contained in and transferred with this electronic message is intended only for the recipient(s) designated above, it is protected by law and it may contain information which is privileged and confidential. If you are not the intended recipient, please do not read, copy, or use it, and do not disclose it to others. Please notify the sender of the delivery error by replying to this message, and then delete it from your system. Thank you. From: david_laur...@bmc.com To: lord_dyna...@outlook.com Date: Mon, 15 Apr 2013 18:31:18 -0500 Subject: RE: BMC Chat support (My eService) Hi Hugo, What issues are you facing with Chat at the moment? Do you have issue ids that I can look up for you? Thanks David Laurent Senior Manager Asia Pacific Customer Support phone: +61 (0) 396574402
Re: Multiple Developers on Single Server
Brad (a guess from your email name but if not, apologies), The most important setting for this environment is Developer Cache Mode. This mode was added specifically to assist this type of environment. We recommend it be set on any system that is a development system where you have more than one developer. What it does is change the way that the AR System server caches definitions it is working on and how it reacts when there is a change to a definition. Some of your slowdowns and freezing can be directly attributed to the model that we have that is designed to allow change in production and production to continue without disruption. The problem is that in development you drive the system a bit crazy with constant copying of the data dictionary cache and maybe having three or more copies of it and possibly having memory blowouts. If you do not have this mode set - see the documentation for the Developer Cache Mode setting that you set in the ar.conf/ar.cfg file - set it and see if this helps. You will need to restart the AR System server after you change this setting. Most environments see the challenges and conflicts of multiple developers significantly reduce (I can never say disappear but significantly reduce is accurate) when going from not having this set to having it set. I hope this helps, Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy Sent: Thursday, April 11, 2013 11:35 AM To: arslist@ARSLIST.ORG Subject: Multiple Developers on Single Server ** Hay Guys Hope everyone is well. Apologies if this has been discussed before and if so would appreciate a point in the right direction to find the information I am looking for. Basically, I wanted to know how you guys handle multiple remedy developers on a single development server. We have 4 developers that are constantly working on the system with object reservation activated. However, we do find that the system is performing slow during the day and at times, freezes and has to have the remedy services restarted. We are thinking of basically giving each developer now their own development area all tied to a central DB to see if that will eliminate the problem. How do you guys handle it? Any ideas or suggestions on how multiple developers on a single remedy application server (DB is on it's own separate server) Any advice would be appreciated. Keep well Cheers _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Multiple Developers on Single Server
Clarifying... a production system should NOT have that box checked and a development system SHOULD... From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: Wednesday, April 17, 2013 1:01 PM To: arslist@ARSLIST.ORG Subject: Re: Multiple Developers on Single Server ** Brad (a guess from your email name but if not, apologies), The most important setting for this environment is Developer Cache Mode. This mode was added specifically to assist this type of environment. We recommend it be set on any system that is a development system where you have more than one developer. What it does is change the way that the AR System server caches definitions it is working on and how it reacts when there is a change to a definition. Some of your slowdowns and freezing can be directly attributed to the model that we have that is designed to allow change in production and production to continue without disruption. The problem is that in development you drive the system a bit crazy with constant copying of the data dictionary cache and maybe having three or more copies of it and possibly having memory blowouts. If you do not have this mode set - see the documentation for the Developer Cache Mode setting that you set in the ar.conf/ar.cfg file - set it and see if this helps. You will need to restart the AR System server after you change this setting. Most environments see the challenges and conflicts of multiple developers significantly reduce (I can never say disappear but significantly reduce is accurate) when going from not having this set to having it set. I hope this helps, Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy Sent: Thursday, April 11, 2013 11:35 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Multiple Developers on Single Server ** Hay Guys Hope everyone is well. Apologies if this has been discussed before and if so would appreciate a point in the right direction to find the information I am looking for. Basically, I wanted to know how you guys handle multiple remedy developers on a single development server. We have 4 developers that are constantly working on the system with object reservation activated. However, we do find that the system is performing slow during the day and at times, freezes and has to have the remedy services restarted. We are thinking of basically giving each developer now their own development area all tied to a central DB to see if that will eliminate the problem. How do you guys handle it? Any ideas or suggestions on how multiple developers on a single remedy application server (DB is on it's own separate server) Any advice would be appreciated. Keep well Cheers _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Multiple Developers on Single Server
Claire, In general, this is correct. The mode is intended for DEVELOPMENT environments. The tradeoff is serializing some interactive use cases for better memory management and making the developers not conflict so it can impact performance on a production system. On dev, there are few users so really no impact. Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Wednesday, April 17, 2013 11:15 AM To: arslist@ARSLIST.ORG Subject: Re: Multiple Developers on Single Server ** Clarifying... a production system should NOT have that box checked and a development system SHOULD... From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: Wednesday, April 17, 2013 1:01 PM To: arslist@ARSLIST.ORG Subject: Re: Multiple Developers on Single Server ** Brad (a guess from your email name but if not, apologies), The most important setting for this environment is Developer Cache Mode. This mode was added specifically to assist this type of environment. We recommend it be set on any system that is a development system where you have more than one developer. What it does is change the way that the AR System server caches definitions it is working on and how it reacts when there is a change to a definition. Some of your slowdowns and freezing can be directly attributed to the model that we have that is designed to allow change in production and production to continue without disruption. The problem is that in development you drive the system a bit crazy with constant copying of the data dictionary cache and maybe having three or more copies of it and possibly having memory blowouts. If you do not have this mode set - see the documentation for the Developer Cache Mode setting that you set in the ar.conf/ar.cfg file - set it and see if this helps. You will need to restart the AR System server after you change this setting. Most environments see the challenges and conflicts of multiple developers significantly reduce (I can never say disappear but significantly reduce is accurate) when going from not having this set to having it set. I hope this helps, Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy Sent: Thursday, April 11, 2013 11:35 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Multiple Developers on Single Server ** Hay Guys Hope everyone is well. Apologies if this has been discussed before and if so would appreciate a point in the right direction to find the information I am looking for. Basically, I wanted to know how you guys handle multiple remedy developers on a single development server. We have 4 developers that are constantly working on the system with object reservation activated. However, we do find that the system is performing slow during the day and at times, freezes and has to have the remedy services restarted. We are thinking of basically giving each developer now their own development area all tied to a central DB to see if that will eliminate the problem. How do you guys handle it? Any ideas or suggestions on how multiple developers on a single remedy application server (DB is on it's own separate server) Any advice would be appreciated. Keep well Cheers _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: WebServices from ITSM to SERENA
You got it backwards. If you want Serena to read data from Remedy, you cannot publish a Create Operation. You will have to publish a Get List Operation to get all the data from that form that you have gathered information in, and then have Serena to get that data using its web services consumption capacities (assuming it is web service capable too). The Create Operation, will allow Serena to create entries in the form that you have created using its web service capabilities. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops Sent: Wednesday, April 17, 2013 9:15 AM To: arslist@ARSLIST.ORG Subject: Re: WebServices from ITSM to SERENA Almost. Here is what we are trying to do: We have created a custom Remedy form in which capturing information from gathered from several ITSM forms. that information needs to be sent to SERENA. I created a WSDL using a CREATE function that will send that information to SERENA but it is failing for some odd reason. Should I use CREATE or should it be using a GET function to perform this task. Any insight would be greatly appreciated. V/R Abdul Baytops _ From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Joe D'Souza [jdso...@shyle.net] Sent: Tuesday, April 16, 2013 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: WebServices from ITSM to SERENA ** Let me take a stab at this. If I understood you right, you have published a web service in Remedy that allows 'the world' (SERENA in your case) to consume, by searching Remedy using a Get List Operation. What do you mean by once it hits the other server, the information is not accepted? Have you tested your web service that you published using a standard testing tool such as SoapSonar or soapUI? What do you see on your arjavaplugin log? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops Sent: Tuesday, April 16, 2013 1:49 PM To: arslist@ARSLIST.ORG Subject: WebServices from ITSM to SERENA I am having a problem with a webservice that I have created going from ITSM to SERENA. I have created a webservice that is sending information from our system to SERENA in which alI have verified all the information is being sent across the network by using WireShark The problem is that once it hits the other server the information is not being accepted. I also notice the password being sent get encrypted while being sent. Is there anyone has ran into this problem with such an integration or have any insight they can provide on this issue. V/R Abdul Baytops _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: WebServices from ITSM to SERENA
And yes this is another alternative, to have Serena publish the capability to create records in its database. And use Remedy filters on that form that you have created to consume Serena's web services like Fred described below. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, April 17, 2013 9:36 AM To: arslist@ARSLIST.ORG Subject: Re: WebServices from ITSM to SERENA You have to remember that Web Services do nothing by themselves. A Web Service is always responding to some outside call. If you want to push data to SERENA you would have a web service in SERENA (to accept the data) and you use a Filter set fields (with data source of Web Service) action to push the data over. Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops Sent: Wednesday, April 17, 2013 8:15 AM To: arslist@ARSLIST.ORG Subject: Re: WebServices from ITSM to SERENA ** Almost. Here is what we are trying to do: We have created a custom Remedy form in which capturing information from gathered from several ITSM forms. that information needs to be sent to SERENA. I created a WSDL using a CREATE function that will send that information to SERENA but it is failing for some odd reason. Should I use CREATE or should it be using a GET function to perform this task. Any insight would be greatly appreciated. V/R Abdul Baytops _ From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Joe D'Souza [jdso...@shyle.net] Sent: Tuesday, April 16, 2013 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: WebServices from ITSM to SERENA ** Let me take a stab at this. If I understood you right, you have published a web service in Remedy that allows 'the world' (SERENA in your case) to consume, by searching Remedy using a Get List Operation. What do you mean by once it hits the other server, the information is not accepted? Have you tested your web service that you published using a standard testing tool such as SoapSonar or soapUI? What do you see on your arjavaplugin log? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops Sent: Tuesday, April 16, 2013 1:49 PM To: arslist@ARSLIST.ORG Subject: WebServices from ITSM to SERENA I am having a problem with a webservice that I have created going from ITSM to SERENA. I have created a webservice that is sending information from our system to SERENA in which alI have verified all the information is being sent across the network by using WireShark The problem is that once it hits the other server the information is not being accepted. I also notice the password being sent get encrypted while being sent. Is there anyone has ran into this problem with such an integration or have any insight they can provide on this issue. V/R Abdul Baytops _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: WebServices from ITSM to SERENA
There is a whole section on the integration guide that talks about certain limitations Remedy has while consuming web services that have complex types. I would encourage you to read the integration guide, the section that talks about web services. Since you seem somewhat familiar with the concept, you could skip the first few pages of that section and dive straight into the limitations part. I think you will (again if Serena has better web service capabilities to consume) have better luck publishing a web service attached to that form you have created to Get List, and then have Serena read from that list and create in its database. You might also have to publish a Set Operation so it can mark records it has already processed as 'processed'. This I think will be a lot more simpler, (though might not quite be real time) than modifying the envelopes that Remedy would need to send, in order to create information in Serena considering you have having problems with certain complex constructs.. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops Sent: Wednesday, April 17, 2013 10:18 AM To: arslist@ARSLIST.ORG Subject: Re: WebServices from ITSM to SERENA Exactly in which I have created the filter that is sending to SERENA accessing the SERENA WSDL they provided. A few questions I have is does Remedy do any specific parsing of XML information when it reads from another WSDL that is using complex types. The WSDL XML has some information in the header file in which uses a reference to provide information that is essential to accessing the SERENA in which I do notice that certain things are being omitted when it is processed by the Remedy WSDL that access the external WSDL. When I run the WSDL with SoapUi it will create the ticket/event inside the SERENA system but when that same information is accessed using through BMC looking at the WSDL provided by SERENA it fails. So I used Wireshark to see what fields and elements are accessed from the WSDL Remedy uses that SERENA created and I noticed that a tname space element is not completed and being moved from the header into another area. I have included the delta in the XMl that I noticed which listed below and highlighted: Here are the logs of the soap errors that we have encountered. Remedy_serena.out is the wireshark capture of the message sent by remedy to serena. This generates an unknown error. soapUI_serena_working.log shows soapUI's interpretation of the wsdl that is fully working, we are receiving the expected error with this message. soapUI_serena_error_exact.log shows the exact message replicated in soapui to produce the same error soapUI_serena_error_exact_fixed.log shows the same message that remedy uses with one modification that causes it to work (the version on the ns0: ALFEventNoticeDoc tag) V/R Abdul Baytops _ From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Grooms, Frederick W [frederick.w.gro...@xo.com] Sent: Wednesday, April 17, 2013 9:36 AM To: arslist@ARSLIST.ORG Subject: Re: WebServices from ITSM to SERENA ** You have to remember that Web Services do nothing by themselves. A Web Service is always responding to some outside call. If you want to push data to SERENA you would have a web service in SERENA (to accept the data) and you use a Filter set fields (with data source of Web Service) action to push the data over. Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops Sent: Wednesday, April 17, 2013 8:15 AM To: arslist@ARSLIST.ORG Subject: Re: WebServices from ITSM to SERENA ** Almost. Here is what we are trying to do: We have created a custom Remedy form in which capturing information from gathered from several ITSM forms. that information needs to be sent to SERENA. I created a WSDL using a CREATE function that will send that information to SERENA but it is failing for some odd reason. Should I use CREATE or should it be using a GET function to perform this task. Any insight would be greatly appreciated. V/R Abdul Baytops _ From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Joe D'Souza [jdso...@shyle.net] Sent: Tuesday, April 16, 2013 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: WebServices from ITSM to SERENA ** Let me take a stab at this. If I understood you right, you have published a web service in Remedy that allows 'the world' (SERENA in your case) to consume, by searching Remedy using a Get List Operation. What do you mean by once it hits the other server, the information is not accepted? Have you tested your web service that you published using a standard testing tool such as SoapSonar or soapUI? What do you see on your arjavaplugin log? Joe _ From: Action Request System discussion list(ARSList)
Re: WebServices from ITSM to SERENA
So it sounds like it really depends on where you want the action to be triggered: from Serena to say I need the data and Serena consumes the Remedy service, or Remedy to say here is the data I have and it consumes the Serena service. ( or one could start to get fancy and have results returned and guaranteed delivery but I digress). Daniel From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: April 17, 2013 3:23 PM To: arslist@ARSLIST.ORG Subject: Re: WebServices from ITSM to SERENA ** And yes this is another alternative, to have Serena publish the capability to create records in its database. And use Remedy filters on that form that you have created to consume Serena's web services like Fred described below. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, April 17, 2013 9:36 AM To: arslist@ARSLIST.ORG Subject: Re: WebServices from ITSM to SERENA You have to remember that Web Services do nothing by themselves. A Web Service is always responding to some outside call. If you want to push data to SERENA you would have a web service in SERENA (to accept the data) and you use a Filter set fields (with data source of Web Service) action to push the data over. Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops Sent: Wednesday, April 17, 2013 8:15 AM To: arslist@ARSLIST.ORG Subject: Re: WebServices from ITSM to SERENA ** Almost. Here is what we are trying to do: We have created a custom Remedy form in which capturing information from gathered from several ITSM forms. that information needs to be sent to SERENA. I created a WSDL using a CREATE function that will send that information to SERENA but it is failing for some odd reason. Should I use CREATE or should it be using a GET function to perform this task. Any insight would be greatly appreciated. V/R Abdul Baytops _ From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Joe D'Souza [jdso...@shyle.net] Sent: Tuesday, April 16, 2013 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: WebServices from ITSM to SERENA ** Let me take a stab at this. If I understood you right, you have published a web service in Remedy that allows 'the world' (SERENA in your case) to consume, by searching Remedy using a Get List Operation. What do you mean by once it hits the other server, the information is not accepted? Have you tested your web service that you published using a standard testing tool such as SoapSonar or soapUI? What do you see on your arjavaplugin log? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops Sent: Tuesday, April 16, 2013 1:49 PM To: arslist@ARSLIST.ORG Subject: WebServices from ITSM to SERENA I am having a problem with a webservice that I have created going from ITSM to SERENA. I have created a webservice that is sending information from our system to SERENA in which alI have verified all the information is being sent across the network by using WireShark The problem is that once it hits the other server the information is not being accepted. I also notice the password being sent get encrypted while being sent. Is there anyone has ran into this problem with such an integration or have any insight they can provide on this issue. V/R Abdul Baytops _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC Chat support (My eService)
Yes. Page 65 of the 7.6.04 admin guide Debugging the Chat Notification Server The Chat Notification Serverincludes the Java logging package of log4j. Several log points have been created to assist in debugging problems that may occur with this servlet. On Wed, Apr 17, 2013 at 9:56 AM, Hugo Ruesga lord_dyna...@outlook.comwrote: ** Thanks Jason :-) That helped me a lot and started doing some further research, so far nothing seems to be failing, stdout log sends mostly ok with CNS calls; normally when it fail is due arplugin failure. Also debugging by SAC found some root causes for existing issues, but nothing at all about CNS... Is there a way to extract a log just for CNS? Thanks a log *Hugo Ruesga* *Software Development Advisor* US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 P Please consider the environment before printing this email *The information contained in and transferred with this electronic message is intended only for the recipient(s) designated above, it is protected by law and it may contain information which is privileged and confidential. If you are not the intended recipient, please do not read, copy, or use it, and do not disclose it to others. Please notify the sender of the delivery error by replying to this message, and then delete it from your system. **Thank you.* -- Date: Tue, 16 Apr 2013 17:47:43 -0700 From: jason.mil...@gmail.com Subject: Re: BMC Chat support (My eService) To: arslist@ARSLIST.ORG ** Hi Hugo, I took a look at the 7.6.04 documentation to get up to speed a bit. Some of the end user UI forms appear to have been rewritten in native web technologies vs. Remedy forms when we used it.A really helpful feature that I hope made its way into the new UI is turning On the Show Debug Info setting in the Chat Server Settings sections. This would show all of the page holders that were normally hidden and by seeing the data in the field we could find an issue many times. Hopefully this can still be done in the new UI. Likewise there were also some special URLs and commands could be use for troubleshooting. Example: - https://web_server/cns/myalerts?type=rlauid=support_agents_email_address would verify that CNS is working for an agent - Entering *[botdebug]* while talking to Jenn would give you debug info. I am not sure if these things are still around but they were very helpful. We only used English so that is one level of complexity we never had to worry about. Are you using SSL? Once thing that cause us some trouble were improperly configured certificate chains. Similar to what you seem to be experiencing most everything appeared to work except a feature here and then because some of the Java code was very strict about a fully trusted connection. In your example it sounds like there could be an issue in the CNS (Chat Notification Servlet) process. I assume CNS is still the mechanism that would alert a support agent in 7.6.04. Have you looked at any of the CNS log files? I am figuring the my-eService guys are still employed by BMC (I haven't talked to any of them since Oct. though so anything is possible). If you can get past Support and in contact with one of them I am sure they'll be able to help. As quick as BMC turned VCR around as their own product I can't imagine that a great deal changed structurally between 7.6.04 and 8. I am guessing that much of the troubleshooting for 8 will apply to 7.6.04 as well so I would hope that Support wouldn't completely give up on you just because you are on 7.6.04. Jason On Tue, Apr 16, 2013 at 6:55 AM, Hugo Ruesga lord_dyna...@outlook.comwrote: ** Thanks :-) Let me describe the situation: We have customers on multiple locations; because of this we had created multiple topics, labeled EMEA_language These topics are associated to it's particular support queue on the VChat; however when a chat is being created using a topic, these agents do not receive any alerts on the Support agent console, neither banner or any other notifications. I enabled the chat alerts banner settings for the members of the queues, but still not seeing anything. The $64,000 question is: how to debug this? I digged on the manuals but not finding anything useful and I'm running out of options and time to find and solve this. Any help will be highly appreciated. Cheers *Hugo Ruesga* *Software Development Advisor* US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 P Please consider the environment before printing this email *The information contained in and transferred with this electronic message is intended only for the recipient(s) designated above, it is protected by law and it may contain information which is privileged and confidential. If you are not the intended recipient, please do not read, copy, or use it, and do not disclose it to others. Please notify the sender of the delivery
CMDB 8.1 Index on Name Field
Hello, Does anyone have a loaded 8.1 CMDB that can advise me on an indexing question? Our current production CMDB is 2.1 and we are moving to 8.1. In 2.1, I had to add an index on the Name field on base element to make searches tolerable for users. I see that 8.1 does not have an index on the name field either, and figure I'm going to have to add it. We haven't loaded all of our CIs yet, so I can't test that aspect myself. Before I add the index, I wanted to make sure I'm not missing some new feature or something else that BMC might have done to improve performance when searching by CI name. Have you indexed the Name field, and if not, how's performance when searching by name (and how many rows/CIs do you have)? We have about 750,000 CIs. The database is SQL Server and the AR Servers are Windows. The full ITSM suite is installed. Thanks, Thad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Values in the Column didn't appear
Hi, This seems to be a permission issue. Check if you have given permission to the fields on the form and also permissions are required to the columns of the table. If you don't have permission to the field then data can't be accessed . HTH -- Regards, Abhijit, Satish Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Email: [hidden email] http://ars-action-request-system.1093659.n2.nabble.com/user/SendEmail.jtp?t ype=nodenode=7583733i=0 || Web Site: www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs http://twitter.com/#%21/vyomlabs || http://www.linkedin.com/company/vyom-labs From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Heba Hashem, Vodafone Egypt Sent: Wednesday, April 10, 2013 2:10 PM To: arslist@ARSLIST.ORG Subject: Values in the Column didn't appear ** Dears, Please I need support as there is tables in customized form view another form. In specific column its vales didn't appear although there is a value in this field in the form. BMC Remedy 7.6.04 Heba Hashem SYSTEM ANALYST Customer Management Vodafone Egypt Telec. SA Mobile: +20 (10) 07033053 Email: heba.has...@vodafone.com http://www.vodafone.com.eg/ Vodafone http://www.vodafone.com.eg vodafone.com.eg This message and any files or documents attached are confidential and may also be legally privileged, protected from disclosure and/or protected by other legal rules. It is intended only for the individual or entity named. If you are not the named addressee or you have received this email in error, please inform the sender immediately, delete it from your system and do not copy or disclose it or its contents or use it for any purpose. Thank you. Please also note that transmission cannot be guaranteed to be secure or error-free. * The content of this document is classified as Vodafone Egypt S.A.E. Confidential and Proprietary Information. The recipient hereby is committed to hold in strict confidence the contents of this (e-mail, document, information) and not to disclose to any third party without the prior written consent of Vodafone Egypt S.A.E. Recipient will be held liable for any unauthorized disclosure. If you have received this message in error, please notify the sender by return e-mail and delete the message in its entirety, including any attachments. http://www.vodafone.com.eg http://www.vodafone.com.eg/ * _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years image001.gif
