Re.Adding New Entry in Application List Field in ITSM Home Page‏

[Rudra R Kamat]

Hello All,

I want to add new entry in Application List panel,which is present in left side 
of Home page,
so I can redirect to another form.

Is there any configuration form available to do this ? or Whether I need to do 
customization in 
SHR:LandingConsole form ?

I have tried using "RAC:Congig" form, but it adds entry in Adminstration 
Console->Custom panel.

plz send me solution.




Thanks in advance,

Regards,
Rudra

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Re.Adding New Entry in Application List Field in ITSM Home Page

[Rudra Kamat]

Hello All,
I want to add new entry in Application List panel,which is present in left side 
of Home page,so I can redirect to another form.
Is there any configuration form available to do this ? or Whether I need to do 
customization in 
SHR:LandingConsole form ?I have tried using "RAC:Congig" form, but it adds 
entry in Adminstration Console->Custom panel.
plz send me solution.
Thanks in advance,Regards,Rudra

  
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Re: Is it just me or is BMC Developer Studio full of bugs?

[Lisa Singh]

 to be memory management issue going on.
>
> Making it a habit of only loading one server per instance, and always using
> its dedicated workspace for us has eliminated corrupt workspaces, and the
> null pointer errors.
>

Dear lord I wish we could do this! - OnDemand customers have it on a
tools server and having lots of using DevStudio and the User tool
is...let's say interesting...

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Re: 44699 Resending

[Kiran Patil]

Corrected**
 Are you using Incident as fulfillment application?


On Thu, Jul 25, 2013 at 4:40 AM, Robert Heverley
wrote:

> **
> Hello All,
>
> Please see the attachment. Can someone give some guidance on where I go to
> manually assign the group. Every time this happens, I have to cancel the
> request. Any help would be greatly appreciated. Thank you.
>
> Robert
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
*Regards*
*
**Kiran Patil*
*Cognizant Technology Solutions*
*Pune, India*
*Mob No: +91 989 037 7125
*

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Re: 44699 Resending

[Kiran Patil]

Hi Robert,

Are you creating Incident as fulfillment application?


Regards
Kiran


On Thu, Jul 25, 2013 at 4:40 AM, Robert Heverley
wrote:

> **
> Hello All,
>
> Please see the attachment. Can someone give some guidance on where I go to
> manually assign the group. Every time this happens, I have to cancel the
> request. Any help would be greatly appreciated. Thank you.
>
> Robert
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
*Regards*
*
**Kiran Patil*
*Cognizant Technology Solutions*
*Pune, India*
*Mob No: +91 989 037 7125
*

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Re: ARERR 44699

[Robert Heverley]

Got it!! My rule was offline!! DUH!!

Thanks again guys!!

Hey Al,

Is PHD missing me?? LOL


On Wed, Jul 24, 2013 at 5:02 PM, Robert Heverley
wrote:

> I think I will give that a try!!
>
> Thanks!!
>
>
> On Wed, Jul 24, 2013 at 4:59 PM, Tauf Chowdhury wrote:
>
>> **
>> You could expose the assignee company, org, and support group in the AOT
>> and then in the event params window of the screenshot you sent, you can
>> type in correct values and click Retry.
>>
>> Sent from my iPhone
>>
>> On Jul 24, 2013, at 8:56 PM, Robert Heverley 
>> wrote:
>>
>> **
>> 7.6.04 platform.. We have other services working just fine but, every now
>> and again, we get a failure and there seems to be no way to push it through
>> once it fails. This is soo annoying!! :)
>>
>>
>> On Wed, Jul 24, 2013 at 4:43 PM, Tauf Chowdhury wrote:
>>
>>> **
>>> What versions of SRM and ITSM are you on?
>>> It looks like you're trying to create an incident. SRM pushes all the
>>> data to the Incident Interface Create form. That is probably where you are
>>> getting the error from.
>>> What are you using for your auto assignment? Are you also pushing that
>>> data from SRM or is it stored in the template?
>>>
>>> Sent from my iPhone
>>>
>>> On Jul 24, 2013, at 8:37 PM, Robert Heverley 
>>> wrote:
>>>
>>> **
>>> Hey Al,
>>>
>>> That's just it.. There is a rule in place.. What I have found is, once
>>> it fails, there seems to be noway to correct it, although it is saying to
>>> manually assign the group. Where do I go to assign the group??
>>>
>>> Robert
>>>
>>>
>>> On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 <
>>> alfred.differ@navy.mil> wrote:
>>>
 Is your request trying to construct a ticket from a template?

 If not, then you might have the assignment engine intervening and
 trying to assign a new ticket. If it can't find where to send it maybe that
 is giving this message?
 I use a default rule in the AE that assigns tickets to the service desk
 if no other rule intervenes first.


 -al



 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
 Sent: Wednesday, July 24, 2013 4:01 PM
 To: arslist@ARSLIST.ORG
 Subject: ARERR 44699

 **



 Hello All,


 Can someone give some guidance on where I go to manually assign the
 group. Every time this happens, I have to cancel the request. Any help
 would be greatly appreciated. Thank you.


 Robert

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


 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>>>
>>> _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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Re: ARERR 44699

[Robert Heverley]

I think I will give that a try!!

Thanks!!


On Wed, Jul 24, 2013 at 4:59 PM, Tauf Chowdhury  wrote:

> **
> You could expose the assignee company, org, and support group in the AOT
> and then in the event params window of the screenshot you sent, you can
> type in correct values and click Retry.
>
> Sent from my iPhone
>
> On Jul 24, 2013, at 8:56 PM, Robert Heverley 
> wrote:
>
> **
> 7.6.04 platform.. We have other services working just fine but, every now
> and again, we get a failure and there seems to be no way to push it through
> once it fails. This is soo annoying!! :)
>
>
> On Wed, Jul 24, 2013 at 4:43 PM, Tauf Chowdhury wrote:
>
>> **
>> What versions of SRM and ITSM are you on?
>> It looks like you're trying to create an incident. SRM pushes all the
>> data to the Incident Interface Create form. That is probably where you are
>> getting the error from.
>> What are you using for your auto assignment? Are you also pushing that
>> data from SRM or is it stored in the template?
>>
>> Sent from my iPhone
>>
>> On Jul 24, 2013, at 8:37 PM, Robert Heverley 
>> wrote:
>>
>> **
>> Hey Al,
>>
>> That's just it.. There is a rule in place.. What I have found is, once it
>> fails, there seems to be noway to correct it, although it is saying to
>> manually assign the group. Where do I go to assign the group??
>>
>> Robert
>>
>>
>> On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 <
>> alfred.differ@navy.mil> wrote:
>>
>>> Is your request trying to construct a ticket from a template?
>>>
>>> If not, then you might have the assignment engine intervening and trying
>>> to assign a new ticket. If it can't find where to send it maybe that is
>>> giving this message?
>>> I use a default rule in the AE that assigns tickets to the service desk
>>> if no other rule intervenes first.
>>>
>>>
>>> -al
>>>
>>>
>>>
>>> -Original Message-
>>> From: Action Request System discussion list(ARSList) [mailto:
>>> arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
>>> Sent: Wednesday, July 24, 2013 4:01 PM
>>> To: arslist@ARSLIST.ORG
>>> Subject: ARERR 44699
>>>
>>> **
>>>
>>>
>>>
>>> Hello All,
>>>
>>>
>>> Can someone give some guidance on where I go to manually assign the
>>> group. Every time this happens, I have to cancel the request. Any help
>>> would be greatly appreciated. Thank you.
>>>
>>>
>>> Robert
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>> ___
>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>> "Where the Answers Are, and have been for 20 years"
>>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
> _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: ARERR 44699

[Tauf Chowdhury]

You could expose the assignee company, org, and support group in the AOT
and then in the event params window of the screenshot you sent, you can
type in correct values and click Retry.

Sent from my iPhone

On Jul 24, 2013, at 8:56 PM, Robert Heverley 
wrote:

**
7.6.04 platform.. We have other services working just fine but, every now
and again, we get a failure and there seems to be no way to push it through
once it fails. This is soo annoying!! :)


On Wed, Jul 24, 2013 at 4:43 PM, Tauf Chowdhury  wrote:

> **
> What versions of SRM and ITSM are you on?
> It looks like you're trying to create an incident. SRM pushes all the data
> to the Incident Interface Create form. That is probably where you are
> getting the error from.
> What are you using for your auto assignment? Are you also pushing that
> data from SRM or is it stored in the template?
>
> Sent from my iPhone
>
> On Jul 24, 2013, at 8:37 PM, Robert Heverley 
> wrote:
>
> **
> Hey Al,
>
> That's just it.. There is a rule in place.. What I have found is, once it
> fails, there seems to be noway to correct it, although it is saying to
> manually assign the group. Where do I go to assign the group??
>
> Robert
>
>
> On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 <
> alfred.differ@navy.mil> wrote:
>
>> Is your request trying to construct a ticket from a template?
>>
>> If not, then you might have the assignment engine intervening and trying
>> to assign a new ticket. If it can't find where to send it maybe that is
>> giving this message?
>> I use a default rule in the AE that assigns tickets to the service desk
>> if no other rule intervenes first.
>>
>>
>> -al
>>
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
>> Sent: Wednesday, July 24, 2013 4:01 PM
>> To: arslist@ARSLIST.ORG
>> Subject: ARERR 44699
>>
>> **
>>
>>
>>
>> Hello All,
>>
>>
>> Can someone give some guidance on where I go to manually assign the
>> group. Every time this happens, I have to cancel the request. Any help
>> would be greatly appreciated. Thank you.
>>
>>
>> Robert
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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

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Re: ARERR 44699

[Robert Heverley]

7.6.04 platform.. We have other services working just fine but, every now
and again, we get a failure and there seems to be no way to push it through
once it fails. This is soo annoying!! :)


On Wed, Jul 24, 2013 at 4:43 PM, Tauf Chowdhury  wrote:

> **
> What versions of SRM and ITSM are you on?
> It looks like you're trying to create an incident. SRM pushes all the data
> to the Incident Interface Create form. That is probably where you are
> getting the error from.
> What are you using for your auto assignment? Are you also pushing that
> data from SRM or is it stored in the template?
>
> Sent from my iPhone
>
> On Jul 24, 2013, at 8:37 PM, Robert Heverley 
> wrote:
>
> **
> Hey Al,
>
> That's just it.. There is a rule in place.. What I have found is, once it
> fails, there seems to be noway to correct it, although it is saying to
> manually assign the group. Where do I go to assign the group??
>
> Robert
>
>
> On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 <
> alfred.differ@navy.mil> wrote:
>
>> Is your request trying to construct a ticket from a template?
>>
>> If not, then you might have the assignment engine intervening and trying
>> to assign a new ticket. If it can't find where to send it maybe that is
>> giving this message?
>> I use a default rule in the AE that assigns tickets to the service desk
>> if no other rule intervenes first.
>>
>>
>> -al
>>
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
>> Sent: Wednesday, July 24, 2013 4:01 PM
>> To: arslist@ARSLIST.ORG
>> Subject: ARERR 44699
>>
>> **
>>
>>
>>
>> Hello All,
>>
>>
>> Can someone give some guidance on where I go to manually assign the
>> group. Every time this happens, I have to cancel the request. Any help
>> would be greatly appreciated. Thank you.
>>
>>
>> Robert
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: ARERR 44699

[Tauf Chowdhury]

Alfred,
The form CFG:Assignment looks at location, company, op cat, and prod
cat data. There are no workflow like qualifications there.

Sent from my iPhone

On Jul 24, 2013, at 8:43 PM, "Differ, Alfred W CTR PHD NSWC, 210"
 wrote:

> Can you write the final rule in such a way that it can't fail?
> It's been a while for me, but I recall they work by qualifications, so a 
> (1=1) qualification would force it. If that fails something nefarious is 
> going on. 8)
>
> -al
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
> Sent: Wednesday, July 24, 2013 5:37 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARERR 44699
>
> **
> Hey Al,
>
>
> That's just it.. There is a rule in place.. What I have found is, once it 
> fails, there seems to be noway to correct it, although it is saying to 
> manually assign the group. Where do I go to assign the group??
>
>
> Robert
>
>
>
> On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 
>  wrote:
>
>
>Is your request trying to construct a ticket from a template?
>
>If not, then you might have the assignment engine intervening and trying 
> to assign a new ticket. If it can't find where to send it maybe that is 
> giving this message?
>I use a default rule in the AE that assigns tickets to the service desk if 
> no other rule intervenes first.
>
>
>-al
>
>
>
>-Original Message-
>From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
>Sent: Wednesday, July 24, 2013 4:01 PM
>To: arslist@ARSLIST.ORG
>Subject: ARERR 44699
>
>**
>
>
>
>Hello All,
>
>
>Can someone give some guidance on where I go to manually assign the group. 
> Every time this happens, I have to cancel the request. Any help would be 
> greatly appreciated. Thank you.
>
>
>Robert
>
>_ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> ___
>UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>"Where the Answers Are, and have been for 20 years"
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> ___
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Re: ARERR 44699

[Differ, Alfred W CTR PHD NSWC, 210]

Can you write the final rule in such a way that it can't fail? 
It's been a while for me, but I recall they work by qualifications, so a (1=1) 
qualification would force it. If that fails something nefarious is going on. 8)

-al

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
Sent: Wednesday, July 24, 2013 5:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 44699

** 
Hey Al,


That's just it.. There is a rule in place.. What I have found is, once it 
fails, there seems to be noway to correct it, although it is saying to manually 
assign the group. Where do I go to assign the group??


Robert



On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 
 wrote:


Is your request trying to construct a ticket from a template?

If not, then you might have the assignment engine intervening and 
trying to assign a new ticket. If it can't find where to send it maybe that is 
giving this message?
I use a default rule in the AE that assigns tickets to the service desk 
if no other rule intervenes first.


-al



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
Sent: Wednesday, July 24, 2013 4:01 PM
To: arslist@ARSLIST.ORG
Subject: ARERR 44699

**



Hello All,


Can someone give some guidance on where I go to manually assign the 
group. Every time this happens, I have to cancel the request. Any help would be 
greatly appreciated. Thank you.


Robert

_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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Description: S/MIME cryptographic signature

Re: ARERR 44699

[Tauf Chowdhury]

What versions of SRM and ITSM are you on?
It looks like you're trying to create an incident. SRM pushes all the data
to the Incident Interface Create form. That is probably where you are
getting the error from.
What are you using for your auto assignment? Are you also pushing that data
from SRM or is it stored in the template?

Sent from my iPhone

On Jul 24, 2013, at 8:37 PM, Robert Heverley 
wrote:

**
Hey Al,

That's just it.. There is a rule in place.. What I have found is, once it
fails, there seems to be noway to correct it, although it is saying to
manually assign the group. Where do I go to assign the group??

Robert


On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 <
alfred.differ@navy.mil> wrote:

> Is your request trying to construct a ticket from a template?
>
> If not, then you might have the assignment engine intervening and trying
> to assign a new ticket. If it can't find where to send it maybe that is
> giving this message?
> I use a default rule in the AE that assigns tickets to the service desk if
> no other rule intervenes first.
>
>
> -al
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
> Sent: Wednesday, July 24, 2013 4:01 PM
> To: arslist@ARSLIST.ORG
> Subject: ARERR 44699
>
> **
>
>
>
> Hello All,
>
>
> Can someone give some guidance on where I go to manually assign the group.
> Every time this happens, I have to cancel the request. Any help would be
> greatly appreciated. Thank you.
>
>
> Robert
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

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

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Re: ARERR 44699

[Robert Heverley]

Hey Al,

That's just it.. There is a rule in place.. What I have found is, once it
fails, there seems to be noway to correct it, although it is saying to
manually assign the group. Where do I go to assign the group??

Robert


On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 <
alfred.differ@navy.mil> wrote:

> Is your request trying to construct a ticket from a template?
>
> If not, then you might have the assignment engine intervening and trying
> to assign a new ticket. If it can't find where to send it maybe that is
> giving this message?
> I use a default rule in the AE that assigns tickets to the service desk if
> no other rule intervenes first.
>
>
> -al
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
> Sent: Wednesday, July 24, 2013 4:01 PM
> To: arslist@ARSLIST.ORG
> Subject: ARERR 44699
>
> **
>
>
>
> Hello All,
>
>
> Can someone give some guidance on where I go to manually assign the group.
> Every time this happens, I have to cancel the request. Any help would be
> greatly appreciated. Thank you.
>
>
> Robert
>
> _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"
>

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Re: ARERR 44699

[Differ, Alfred W CTR PHD NSWC, 210]

Is your request trying to construct a ticket from a template?

If not, then you might have the assignment engine intervening and trying to 
assign a new ticket. If it can't find where to send it maybe that is giving 
this message?
I use a default rule in the AE that assigns tickets to the service desk if no 
other rule intervenes first.


-al



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
Sent: Wednesday, July 24, 2013 4:01 PM
To: arslist@ARSLIST.ORG
Subject: ARERR 44699

** 



Hello All,


Can someone give some guidance on where I go to manually assign the group. 
Every time this happens, I have to cancel the request. Any help would be 
greatly appreciated. Thank you.


Robert

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

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Re: ARSList Award Voting Time

[LJ LongWing]

Interesting stats for you..42 votes thus far...out of the 11 nominees in
both categories...only 5 of them have even voted yet, and only one of them
voted for themselves :)


On Tue, Jul 23, 2013 at 11:07 AM, LJ LongWing  wrote:

> Wow...that lost steam ALLOT faster than expected...I hope I don't need to
> be like those political ads that you see 5 times in a 1 hour sitcom that
> you are watching.
>
> Ok...we have 4,200 subscribed email addresses (who knows how many of those
> are distribution lists, so no real way of knowing actual subscriber base
> that will read this), we had roughly 7,000 posts since the beginning of
> October last year.
>
> Now, granted, there are those people that only read their ARSList in daily
> digest format, so they may not have noticed the email yesterday...but
> seriously...only 12 people voting in the first day is a bit
> weak...especially with the outcry that we had last year about people caring
> about this.
>
> So...lets get some votes in to arslistawa...@wwrug.com
>
> Remember, give me your 1st, 2nd, and 3rd choice for MVP, and your BMC
> Beyond the Call vote as well
>
> we want to make sure the most deserving people are on that final 3 list
> for MVP, and the only way we can get that is if you tell us who deserves it.
>
>
> On Mon, Jul 22, 2013 at 2:45 PM, LJ LongWing wrote:
>
>> Claire,
>> Please accept my sincerest apologies in the misspelling of your name.
>>
>> It is now time to VOTE for this years ARSList MVP and BMC Beyond the
>> Call.  The rules changed a bit this year regarding the nomination process,
>> which allows us to have a larger pool of nominees than would normally be
>> available, which brings its own challenges.  The voting will run 4 weeks
>> this year.  I'm going to run it as several voting rounds with people being
>> eliminated, and by the final round have finalists.  This year we have a
>> record number of nominees.  Here are the rules.
>>
>> * Voting starts now and ends Sunday August 18th at 5PM EST
>> * Voting is by the Individual REAL person, so redistribution lists don't
>> vote, your identity must be known, and those that have multiple
>> subscriptions still get only one vote
>> * BMC Software employees on the ARSList are eligible to vote
>> * All decisions of myself or the oversight panel are final (if I have to
>> make a controversial decision, I confer with 3 past MVP winners for their
>> opinion)
>> * The Award will be made on Thursday October 3rd at WWRUG13: Award
>> Ceremony during the WWRUG Awards keynote. [no one knows the winner(s) until
>> then, well okay, except me and Daniel]
>> * *PLEASE SEND VOTES TO arslistawa...@wwrug.com FOR THEM TO COUNT*
>>
>> MVP VOTING FORMAT:
>> Each Person voting gets to vote for their top 3 picks.  1st, 2nd, 3rd,
>> each position has a weight to it.  At the end of 2 weeks, we will have a
>> runoff of the top 3 nominees where we will use the same format, which
>> should give us a clear winner, if a tie does occur, we will cull the 3rd
>> place votes and see if that gives a winner.  In the unlikely event that we
>> still don't have a winner, then just the top 1 vote will count.  If then,
>> we still have a tie, Daniel and I will confer with past winners to break
>> the tie.
>>
>> MVP Nominees are
>> *Axton Grams* - Winner of the MVP in 2006, he is a steady member of the
>> community that provides resources both on and off list.  His nomination
>> this year called out his knowledge of integrations and server setups as a
>> key factor of his helpful nature.
>> *Carl Wilson* - While a relative newcomer to the ARSList, Carl has been
>> part of the BMC Remedy community for quite a few years and since joining
>> the list has helped many members with a variety of problems.  His
>> nomination this year specifically called out his knowledge on SRM and ITSM.
>> *Claire Sanford* - Claire is a staple of the ARSList, both asking
>> questions and answering other peoples questions.  Her nomination this year
>> didn't call out any specific areas of expertise, but instead discussed her
>> general knowledge and willingness to help anyone.
>>  *David Easter* - David is an ever present authority an all things
>> Remedy.  His nomination this year discussed his in depth knowledge of
>> documentation, quite often with links to the official BMC pages.  His posts
>> are always thought out and detailed in nature.
>> *Frederick W Grooms* - A modern day renaissance man, Fred's nomination
>> this year speaks to a man of many talents from workflow and upgrades to OS
>> issues and more.  He often provides details that obviously require
>> investigation and work on his end before responding.
>> *Jason Miller* - Often the purveyor of arcane knowledge, Jason is
>> willing to help people both on and off list.  His nomination this year
>> stated that Jason is so helpful in so many areas that it's hard to pinpoint
>> specific areas of specialty.
>> *Laurent Matheo* - Laurent is new to the ARSList, but not new to Remedy.
>>  After meeting him a

Re: Submission for best product?

[Longwing, Lj]

If I remember the verbiage properly, Daniel decided not to do software
nominations during the ARSList awards (email portion) because RUG has a
software showcase which they do the voting AT RUG for...so I don't think we
are doing that anymore (please correct me if I'm wrong Daniel).


On Wed, Jul 24, 2013 at 3:26 PM, Howard Richter  wrote:

> **
> Yes Lj
>
> I have been working with an SSO add-on for over a year and the team that
> built it and supports it is great.
>
> Howard
> Sent from my iPhone 5
>
> On Jul 24, 2013, at 5:23 PM, "Longwing, Lj"  wrote:
>
> **
> are you talking about arslist awards for best product?
>
>
> On Wed, Jul 24, 2013 at 3:14 PM, Howard Richter  wrote:
>
>> All
>>
>> My mind is slipping how do I submit for best product ?
>>
>> Howard
>>
>> Sent from my iPhone 5
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Re: Submission for best product?

[Howard Richter]

Yes Lj

I have been working with an SSO add-on for over a year and the team that built 
it and supports it is great.

Howard
Sent from my iPhone 5

On Jul 24, 2013, at 5:23 PM, "Longwing, Lj"  wrote:

> **
> are you talking about arslist awards for best product?
> 
> 
> On Wed, Jul 24, 2013 at 3:14 PM, Howard Richter  wrote:
>> All
>> 
>> My mind is slipping how do I submit for best product ?
>> 
>> Howard
>> 
>> Sent from my iPhone 5
>> 
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Re: Submission for best product?

[Longwing, Lj]

are you talking about arslist awards for best product?


On Wed, Jul 24, 2013 at 3:14 PM, Howard Richter  wrote:

> All
>
> My mind is slipping how do I submit for best product ?
>
> Howard
>
> Sent from my iPhone 5
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Submission for best product?

[Howard Richter]

All

My mind is slipping how do I submit for best product ?

Howard

Sent from my iPhone 5

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Re: Attachments Vanishing

[Mueller, Doug]

Christine,

I saw this note and remember seeing a discussion about a similar topic.  So, I 
took a look and found that
there was a bug recorded with a similar feel against version 7.6.  I have 
included the notes below because
it has some interesting information about the working of the system that you 
may be able to use to check
on statuses of fields and if they are set a certain way, why the escalation is 
deleting them, and then the
focus could be on how they got that way.

YES, I KNOW the details are about Incident and not Change, but maybe there is a 
similar set of logic for
Change that is having the same problem

Or, the issue could still have been in 7.6.04 (the report does say 7.6 and 
above) and this provides a way to fix it
(if you find the fixes are already in place, that means the specific issue 
noted here was already fixed in your
version so something else is going on).

But, if you do find that the status is wrong - I suspect it is - so that the 
escalation is deleting it, it gives you
something to look for in the log of the creation of the work log entry to watch 
that status and see what is
being set and why it may be changed to a wrong value or maybe set to delete and 
then NOT being updated
to be a real record to save.


These are not definitive fixes, just some information you can use for debugging 
in your situation.  You can
always contact the support team and indicate you have issue that match or are 
similar to these and supply
bug numbers as noted below to help speed the process  and get specific details 
about possible fixes.

I hope this at least gives you some hints for your investigation:


This unexpected behavior is known Defect ID SW00356633.

In Incident Management 7.6 and above, the Filter "HPD:WLG:SetStatus_500" is 
working as designed. Due to this Filter, when the HPD:WorkLog is created before 
the Incident, it will be created with the Status of "Delete". Therefore, if the 
parent Incident is not created, then the child Incident Work Info record can be 
deleted later on via Escalation "SYS:CLN:TA@00:05-StartCleanUp".

The problem is that Filter "HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`!" 
does NOT push a record to SYS:Application Status Enabler form. This means that 
Filter "INT:FNDHPD:ASE:EnableHPDWorkLog_760_PWLG" cannot change the HPD:WorkLog 
Status from "Delete" to "Enable" when the Incident is saved.

Here is the workaround that needs to be implemented:

==
Add a Push Field action in filter HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`!
NOTE: This will be the 2nd action on the If Action tab.

Form Name: SYS:Application Status Enabler
Qualification: $Incident Number$ = 'Request ID01'
If No Requests Match: Create a New Request
If Any Requests Match: Take No Action

Mapping:
Request ID01 = $Incident Number$
HPD:WorkLog = "Yes"
==


OR, as I was getting ready to send, I found this issue as well that is reported 
to occur in 7.6.04 sp2

SW00427289

Login as Problem User and search for an existing Problem Investigation record
Add a work Log entry without attachment and save the PBI
Open the Work log and add an attachment and save the work log
Save the PBI
Open the Work log where you have added the attachment

Now, internally, the team could reproduce this only on Problem but customer 
reported an issue
on Change as well.

Fix had to do with changing the run if qualifier on some active links.


Finally, one additional item was a report about an issue unique to IE9 for some 
reason.  Not sure what the
topic was (very limited data) but the customer reported all OK if they used IE8 
but failed if IE9.  This makes
no sense to me, but as it was reported, I thought I would include it if IE9 is 
in your mix.  Surprisingly, that
may be significant when you talk with support.


I hope these provide some hints that help,

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Wednesday, July 24, 2013 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

**
I have found that the CHG:WorkLog record seems to be getting deleted at ~12:05 
am.  We have maybe 2 people on at that time of the night.

Also, is there a way to have the log files generate a new one when they get to 
be a certain size?  (e.g., arfilter.log, arfilter1.log, arfilter2.log, ...)  
The reason I ask this is that I turned on the logging about 7:40 am yesterday 
and it stopped logging at like 9:38 am and the file was over 2 gbs in size.  
So, I didn't get anything I was looking for.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, July 23, 2013 7:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

**
Leaving the logging on really depends on your system.   On our Linux servers we 
see no performance changes with having the Logs turned on full time

Fred

From: Action Request System discussion list(

Re: ARSList Award Voting Time

[Tauf Chowdhury]

Wow! I never thought nominating myself would actually work! Kidding...
thanks to whoever did that. Appreciate the recognition already received.


On Tue, Jul 23, 2013 at 8:55 PM, Joe DeSouza  wrote:

> **
> Do it people! Help this tradition stay alive!
>
> I know the choices are pretty difficult but you ought to have your
> favorites from there given your interactions with them over the year(s)!!
>
> Joe
>
>   --
>  *From:* LJ LongWing 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Monday, July 22, 2013 12:45 PM
> *Subject:* Re: ARSList Award Voting Time
>
> **
> Claire,
> Please accept my sincerest apologies in the misspelling of your name.
>
> It is now time to VOTE for this years ARSList MVP and BMC Beyond the Call.
>  The rules changed a bit this year regarding the nomination process, which
> allows us to have a larger pool of nominees than would normally be
> available, which brings its own challenges.  The voting will run 4 weeks
> this year.  I'm going to run it as several voting rounds with people being
> eliminated, and by the final round have finalists.  This year we have a
> record number of nominees.  Here are the rules.
>
> * Voting starts now and ends Sunday August 18th at 5PM EST
> * Voting is by the Individual REAL person, so redistribution lists don't
> vote, your identity must be known, and those that have multiple
> subscriptions still get only one vote
> * BMC Software employees on the ARSList are eligible to vote
> * All decisions of myself or the oversight panel are final (if I have to
> make a controversial decision, I confer with 3 past MVP winners for their
> opinion)
> * The Award will be made on Thursday October 3rd at WWRUG13: Award
> Ceremony during the WWRUG Awards keynote. [no one knows the winner(s) until
> then, well okay, except me and Daniel]
> * *PLEASE SEND VOTES TO arslistawa...@wwrug.com FOR THEM TO COUNT*
>
> MVP VOTING FORMAT:
> Each Person voting gets to vote for their top 3 picks.  1st, 2nd, 3rd,
> each position has a weight to it.  At the end of 2 weeks, we will have a
> runoff of the top 3 nominees where we will use the same format, which
> should give us a clear winner, if a tie does occur, we will cull the 3rd
> place votes and see if that gives a winner.  In the unlikely event that we
> still don't have a winner, then just the top 1 vote will count.  If then,
> we still have a tie, Daniel and I will confer with past winners to break
> the tie.
>
> MVP Nominees are
> *Axton Grams* - Winner of the MVP in 2006, he is a steady member of the
> community that provides resources both on and off list.  His nomination
> this year called out his knowledge of integrations and server setups as a
> key factor of his helpful nature.
> *Carl Wilson* - While a relative newcomer to the ARSList, Carl has been
> part of the BMC Remedy community for quite a few years and since joining
> the list has helped many members with a variety of problems.  His
> nomination this year specifically called out his knowledge on SRM and ITSM.
> *Claire Sanford* - Claire is a staple of the ARSList, both asking
> questions and answering other peoples questions.  Her nomination this year
> didn't call out any specific areas of expertise, but instead discussed her
> general knowledge and willingness to help anyone.
> *David Easter* - David is an ever present authority an all things Remedy.
>  His nomination this year discussed his in depth knowledge of
> documentation, quite often with links to the official BMC pages.  His posts
> are always thought out and detailed in nature.
> *Frederick W Grooms* - A modern day renaissance man, Fred's nomination
> this year speaks to a man of many talents from workflow and upgrades to OS
> issues and more.  He often provides details that obviously require
> investigation and work on his end before responding.
> *Jason Miller* - Often the purveyor of arcane knowledge, Jason is willing
> to help people both on and off list.  His nomination this year stated that
> Jason is so helpful in so many areas that it's hard to pinpoint specific
> areas of specialty.
> *Laurent Matheo* - Laurent is new to the ARSList, but not new to Remedy.
>  After meeting him at last years RUG event and telling him that the ARSList
> is 'where it's at', he happily joined the list and has become a regular
> fixture seeming to specialize in thinking outside the box and finding
> creative solutions to everyday problems.
> *Mark Brittain* - There almost isn't a day that goes by that you don't
> find Mark posting a question or answering one on the ARSList.  He is quite
> often ready to either come up with a creative solution to your problem, or
> point you to BMC Documentation on how to do it.
> *Tauf Choudhury* - Tauf takes the ARSList to a whole different level by
> answering his posts while on the go.  Tauf regularly posts solutions to
> problem in every realm, but his contribution in the SRM arena was
> specifically called out in his nomination.
>
> The BMC Vote will be

Re: Attachments Vanishing

[Downing, Ryan]

Sorry….wrong filter name  ☺

INT:CHGFND:CLN:DelCHGAttach_500_PATC

Ryan.

From: Downing, Ryan
Sent: Wednesday, July 24, 2013 3:14 PM
To: arslist@ARSLIST.ORG
Subject: RE: Attachments Vanishing


Hi Christie,



Try looking into the following:



The cleanup escalation fires OOTB at 12:05 am daily --> Escalation name = 
SYS:CLN:TA@00:05-StartCleanUp



This will trigger the following filter --> INT:CHGFND:CLN:DelCHGAssc_500_PCHA



[cid:image001.png@01CE8886.261F8C40]



Check the CHG Attachments form and see what the value of the Status is in 
conjunction with the dates….the retention period for the CHG Attachments is 24 
hours..





Hope this helps.



Regards

Ryan.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Wednesday, July 24, 2013 3:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing



Do you have any escalations running at that time?



- Original Message -

From: "Christie Pargeter :CO IS" 

To: arslist@ARSLIST.ORG

Sent: Wednesday, July 24, 2013 2:55:39 PM

Subject: Re: Attachments Vanishing



**





I have found that the CHG:WorkLog record seems to be getting deleted at ~12:05 
am.  We have maybe 2 people on at that time of the night.







Also, is there a way to have the log files generate a new one when they get to 
be a certain size?  (e.g., arfilter.log, arfilter1.log, arfilter2.log, …)  The 
reason I ask this is that I turned on the logging about 7:40 am yesterday and 
it stopped logging at like 9:38 am and the file was over 2 gbs in size.  So, I 
didn’t get anything I was looking for.







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

Sent: Tuesday, July 23, 2013 7:17 AM

To: arslist@ARSLIST.ORG

Subject: Re: Attachments Vanishing







**



Leaving the logging on really depends on your system.   On our Linux servers we 
see no performance changes with having the Logs turned on full time







Fred







From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS

Sent: Tuesday, July 23, 2013 9:15 AM

To: arslist@ARSLIST.ORG

Subject: Re: Attachments Vanishing







**



Do you see a performance hit for having the logging turned on?  Also, is there 
another site with more info about the Log Parsing & Management session.  I 
can’t get funding for WWRUG.







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

Sent: Monday, July 22, 2013 4:37 PM

To: arslist@ARSLIST.ORG

Subject: Re: Attachments Vanishing







** Do you have server side logging turned on?  If you have 
Filter/SQL/Escalation logging turned on you should be able to search for the 
INSERT/DELETE to the B table and see who did it and if you are really lucky the 
workflow that did it.  One you know who and when you can hopefully identify a 
user procedure that is being done (or not done) or system oddity that is doing 
it.











In the last 8 months or so I have become a fan of leaving server side logging 
on full time.  I have been able to track down so many odd things by logging 
API/SQL/Filter/Escalations to one ~2 GB log file.











PLUG: I have seen a preview of the tools that will be demonstrated in the "Log 
Parsing and Management" session at WWRUG13 ( http://wwrug13.com/breakouts.html 
) and these are amazing for making that 2 GB log file something manageable and 
useful in a hurry.











Jason











On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS < cparg...@lhs.org > 
wrote:



**







This has nothing to do with Tasks.  This is all around the attachments on the 
parent Change’s Work Info tab.  Our Help Desk is building these Changes with a 
template then go in and add a Work Info with an attachment (Summary is just 
“notes & CRQ” then attach the document).  Then they select Next Stage & Save to 
the db (all of this is at the Mode = Create).







Then we hear that the attachment either never arrives to the other team or it 
“vanishes” after a “couple of days”.







From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Pargeter, Christie :CO IS

Sent: Monday, July 22, 2013 11:16 AM







To: arslist@ARSLIST.ORG

Subject: Attachments Vanishing







**







Has anyone had this with 7.6.4?  We are getting reports of a ton of Change 
tasks “vanishing” from the system.  I asked my DBA to turn on logging for the B 
tables but I am not seeing anything.  We are using the Classic view of ITSM 
7.6.4.







Thanks







ARS 7.6.4 SP 4



ITSM 7.6.4 SP 4



RKM 7.6.4 SP 4



SLM 7.6.4 SP 1



Window 2008 – 64 Bit



MS SQ 2005



IIS/Tomcat



MidTier 7.6.4 SP 4











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

Re: Attachments Vanishing

[Downing, Ryan]

Hi Christie,



Try looking into the following:



The cleanup escalation fires OOTB at 12:05 am daily --> Escalation name = 
SYS:CLN:TA@00:05-StartCleanUp



This will trigger the following filter --> INT:CHGFND:CLN:DelCHGAssc_500_PCHA



[cid:image001.png@01CE8880.6CC05AE0]



Check the CHG Attachments form and see what the value of the Status is in 
conjunction with the dates….the retention period for the CHG Attachments is 24 
hours..





Hope this helps.



Regards

Ryan.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Wednesday, July 24, 2013 3:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing



Do you have any escalations running at that time?



- Original Message -

From: "Christie Pargeter :CO IS" 

To: arslist@ARSLIST.ORG

Sent: Wednesday, July 24, 2013 2:55:39 PM

Subject: Re: Attachments Vanishing



**





I have found that the CHG:WorkLog record seems to be getting deleted at ~12:05 
am.  We have maybe 2 people on at that time of the night.







Also, is there a way to have the log files generate a new one when they get to 
be a certain size?  (e.g., arfilter.log, arfilter1.log, arfilter2.log, …)  The 
reason I ask this is that I turned on the logging about 7:40 am yesterday and 
it stopped logging at like 9:38 am and the file was over 2 gbs in size.  So, I 
didn’t get anything I was looking for.







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

Sent: Tuesday, July 23, 2013 7:17 AM

To: arslist@ARSLIST.ORG

Subject: Re: Attachments Vanishing







**



Leaving the logging on really depends on your system.   On our Linux servers we 
see no performance changes with having the Logs turned on full time







Fred







From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS

Sent: Tuesday, July 23, 2013 9:15 AM

To: arslist@ARSLIST.ORG

Subject: Re: Attachments Vanishing







**



Do you see a performance hit for having the logging turned on?  Also, is there 
another site with more info about the Log Parsing & Management session.  I 
can’t get funding for WWRUG.







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

Sent: Monday, July 22, 2013 4:37 PM

To: arslist@ARSLIST.ORG

Subject: Re: Attachments Vanishing







** Do you have server side logging turned on?  If you have 
Filter/SQL/Escalation logging turned on you should be able to search for the 
INSERT/DELETE to the B table and see who did it and if you are really lucky the 
workflow that did it.  One you know who and when you can hopefully identify a 
user procedure that is being done (or not done) or system oddity that is doing 
it.











In the last 8 months or so I have become a fan of leaving server side logging 
on full time.  I have been able to track down so many odd things by logging 
API/SQL/Filter/Escalations to one ~2 GB log file.











PLUG: I have seen a preview of the tools that will be demonstrated in the "Log 
Parsing and Management" session at WWRUG13 ( http://wwrug13.com/breakouts.html 
) and these are amazing for making that 2 GB log file something manageable and 
useful in a hurry.











Jason











On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS < cparg...@lhs.org > 
wrote:



**







This has nothing to do with Tasks.  This is all around the attachments on the 
parent Change’s Work Info tab.  Our Help Desk is building these Changes with a 
template then go in and add a Work Info with an attachment (Summary is just 
“notes & CRQ” then attach the document).  Then they select Next Stage & Save to 
the db (all of this is at the Mode = Create).







Then we hear that the attachment either never arrives to the other team or it 
“vanishes” after a “couple of days”.







From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Pargeter, Christie :CO IS

Sent: Monday, July 22, 2013 11:16 AM







To: arslist@ARSLIST.ORG

Subject: Attachments Vanishing







**







Has anyone had this with 7.6.4?  We are getting reports of a ton of Change 
tasks “vanishing” from the system.  I asked my DBA to turn on logging for the B 
tables but I am not seeing anything.  We are using the Classic view of ITSM 
7.6.4.







Thanks







ARS 7.6.4 SP 4



ITSM 7.6.4 SP 4



RKM 7.6.4 SP 4



SLM 7.6.4 SP 1



Window 2008 – 64 Bit



MS SQ 2005



IIS/Tomcat



MidTier 7.6.4 SP 4











_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: Attachments Vanishing

[pritch]

Do you have any escalations running at that time?

- Original Message -
From: "Christie Pargeter :CO IS" 
To: arslist@ARSLIST.ORG
Sent: Wednesday, July 24, 2013 2:55:39 PM
Subject: Re: Attachments Vanishing

** 


I have found that the CHG:WorkLog record seems to be getting deleted at ~12:05 
am.  We have maybe 2 people on at that time of the night. 

  

Also, is there a way to have the log files generate a new one when they get to 
be a certain size?  (e.g., arfilter.log, arfilter1.log, arfilter2.log, …)  The 
reason I ask this is that I turned on the logging about 7:40 am yesterday and 
it stopped logging at like 9:38 am and the file was over 2 gbs in size.  So, I 
didn’t get anything I was looking for. 

  

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W 
Sent: Tuesday, July 23, 2013 7:17 AM 
To: arslist@ARSLIST.ORG 
Subject: Re: Attachments Vanishing 

  

** 

Leaving the logging on really depends on your system.   On our Linux servers we 
see no performance changes with having the Logs turned on full time 

  

Fred 

  

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS 
Sent: Tuesday, July 23, 2013 9:15 AM 
To: arslist@ARSLIST.ORG 
Subject: Re: Attachments Vanishing 

  

** 

Do you see a performance hit for having the logging turned on?  Also, is there 
another site with more info about the Log Parsing & Management session.  I 
can’t get funding for WWRUG. 

  

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller 
Sent: Monday, July 22, 2013 4:37 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: Attachments Vanishing 

  

** Do you have server side logging turned on?  If you have 
Filter/SQL/Escalation logging turned on you should be able to search for the 
INSERT/DELETE to the B table and see who did it and if you are really lucky the 
workflow that did it.  One you know who and when you can hopefully identify a 
user procedure that is being done (or not done) or system oddity that is doing 
it. 


  


In the last 8 months or so I have become a fan of leaving server side logging 
on full time.  I have been able to track down so many odd things by logging 
API/SQL/Filter/Escalations to one ~2 GB log file. 


  


PLUG: I have seen a preview of the tools that will be demonstrated in the "Log 
Parsing and Management" session at WWRUG13 ( http://wwrug13.com/breakouts.html 
) and these are amazing for making that 2 GB log file something manageable and 
useful in a hurry. 


  


Jason 


  


On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS < cparg...@lhs.org > 
wrote: 

** 



This has nothing to do with Tasks.  This is all around the attachments on the 
parent Change’s Work Info tab.  Our Help Desk is building these Changes with a 
template then go in and add a Work Info with an attachment (Summary is just 
“notes & CRQ” then attach the document).  Then they select Next Stage & Save to 
the db (all of this is at the Mode = Create). 

  

Then we hear that the attachment either never arrives to the other team or it 
“vanishes” after a “couple of days”. 

  

From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Pargeter, Christie :CO IS 
Sent: Monday, July 22, 2013 11:16 AM 



To: arslist@ARSLIST.ORG 
Subject: Attachments Vanishing 

  

** 



Has anyone had this with 7.6.4?  We are getting reports of a ton of Change 
tasks “vanishing” from the system.  I asked my DBA to turn on logging for the B 
tables but I am not seeing anything.  We are using the Classic view of ITSM 
7.6.4. 

  

Thanks 

  

ARS 7.6.4 SP 4 

ITSM 7.6.4 SP 4 

RKM 7.6.4 SP 4 

SLM 7.6.4 SP 1 

Window 2008 – 64 Bit 

MS SQ 2005 

IIS/Tomcat 

MidTier 7.6.4 SP 4 

  

  

_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: Attachments Vanishing

[Pargeter, Christie :CO IS]

I have found that the CHG:WorkLog record seems to be getting deleted at
~12:05 am.  We have maybe 2 people on at that time of the night.

 

Also, is there a way to have the log files generate a new one when they
get to be a certain size?  (e.g., arfilter.log, arfilter1.log,
arfilter2.log, ...)  The reason I ask this is that I turned on the
logging about 7:40 am yesterday and it stopped logging at like 9:38 am
and the file was over 2 gbs in size.  So, I didn't get anything I was
looking for.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, July 23, 2013 7:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

 

** 

Leaving the logging on really depends on your system.   On our Linux
servers we see no performance changes with having the Logs turned on
full time

 

Fred

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Tuesday, July 23, 2013 9:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

 

** 

Do you see a performance hit for having the logging turned on?  Also, is
there another site with more info about the Log Parsing & Management
session.  I can't get funding for WWRUG.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Monday, July 22, 2013 4:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

 

** Do you have server side logging turned on?  If you have
Filter/SQL/Escalation logging turned on you should be able to search for
the INSERT/DELETE to the B table and see who did it and if you are
really lucky the workflow that did it.  One you know who and when you
can hopefully identify a user procedure that is being done (or not done)
or system oddity that is doing it.

 

In the last 8 months or so I have become a fan of leaving server side
logging on full time.  I have been able to track down so many odd things
by logging API/SQL/Filter/Escalations to one ~2 GB log file.

 

PLUG: I have seen a preview of the tools that will be demonstrated in
the "Log Parsing and Management" session at WWRUG13
(http://wwrug13.com/breakouts.html) and these are amazing for making
that 2 GB log file something manageable and useful in a hurry.

 

Jason

 

On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS
 wrote:

** 

This has nothing to do with Tasks.  This is all around the attachments
on the parent Change's Work Info tab.  Our Help Desk is building these
Changes with a template then go in and add a Work Info with an
attachment (Summary is just "notes & CRQ" then attach the document).
Then they select Next Stage & Save to the db (all of this is at the Mode
= Create). 

 

Then we hear that the attachment either never arrives to the other team
or it "vanishes" after a "couple of days".

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, July 22, 2013 11:16 AM


To: arslist@ARSLIST.ORG
Subject: Attachments Vanishing

 

** 

Has anyone had this with 7.6.4?  We are getting reports of a ton of
Change tasks "vanishing" from the system.  I asked my DBA to turn on
logging for the B tables but I am not seeing anything.  We are using the
Classic view of ITSM 7.6.4.

 

Thanks

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

 

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


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Re: Approval list parsing issue?

[Kulkarni, Vikrant]

hi Doug,

Yes I agree with you about the incorrect syntax or the miss formatted input to 
the approval process. We have set in the check that you have suggested to 
replace ";;" with ";" in the approver list just some time back. 

But on further analysis of our issue we found out few more things and one more 
such case.

We found out that the approval notification was not sent to everyone in the org 
(about 100K people) but was sent to about 82K of them the reason or at least 
the possible reason I found was that all the 82K people had '0' in there login 
ID. Does it have any significance? still to find out...

Second thing was that we got one more such case today late in the evening where 
the approver list passed on the SRM:Request form was 

Next Approvers (13005) =;175558;;175558;;175558;;175558;;175558;;175558;

which was parsed by the approval server into

Expanding roles for approver(s): 175558;8;75558

Looking at this the theory of replacing '0' for ";;" in the code does not fit 
right as I had initially thought about. May be some issue with the parsing 
logic.

We have raised a BMC ticket as well for this let's see if we can get something 
out of it. Again the approval process is working fine seems like something to 
do with parsing.

Also apologies to mention late about the environment details

ARS 7.6.04 ITSM 7.6.04 SRM 7.6.04 SQL 2008 Remote Database and everything is 
SP4 on windows.

Thanks,
Vikrant

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Wednesday, July 24, 2013 10:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Approval list parsing issue?

Vikrant,

So, what we have here is an error condition and a question about error handling.

The error condition is a misformatted input -- extra semicolon separators.

The problem really is that there is no error handling for this condition.  The 
approval process is parsing the string, finds an empty definition, and just 
converts the value it finds into an integer and continues.  And, the integer 
conversion logic converts anything non-numeric into a 0 (blank, letters, 
whatever is there if it is non-numeric).

OK, but then, the issue is that a value of 0 has a very special meaning of 
Public which is all users


So, what is really needed here for this case -- or other cases of misformatting 
like 3344;a;3433 which would produce the same problem as after processing that 
would be 3344;0;3433 -- is better handling of the problem of a value of 0.

Realistically, you could argue that there is never a condition where sending a 
notification to Public is a good idea.  I agree with that position myself.  
Even if there was some corner case where every single registered user of the 
product somehow needed to be involved in an approval, I would argue that you 
should have a group that everyone is a member of and not use Public which is 
uncontrolled and unconstrained.


For now, you can put in logic that checks for the condition you encountered and 
eliminate double separators.  A set fields using REPLACE('field', ";;", ";") 
and assigned back to the field would do the trick.

I also suggest submitting a bug report (I am going to share the condition 
internally as well, but bug reports from customers always carry more weight) 
that Public should simply not be allowed as a target for an approval and any 
attempt to specify Public as an approver should be ignored.


The approval server and processing is working correctly.  The issue is that we 
really should not allow Public to be an approval target at any time as it is 
not deterministic and not a reliable or safe target.

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikrant
Sent: Tuesday, July 23, 2013 11:33 PM
To: arslist@ARSLIST.ORG
Subject: Approval list parsing issue?

hi Everyone,

   Yesterday we came across a strange issue with the SRM approval 
processing. The case is such that we are creating approver list on the 
SRM:Request form. From there we have written an approval rule which attaches 
the approval process to the request and sends out approval requests to the 
entire approver list on the SRM:Request form.

The string works about 99% of times(till yesterday evening 100%) but yesterday 
evening we found out an issue with it. What happened is that due to data 
inconsistency the approver list that got generated on the SRM:Request form was 
like 

Next Approvers (13005) = ;175540;;175540;;175540;;175540;;175540;;175540;

instead of Next Approvers (13005) = ;175540;175540;175540;175540;175540;175540;

Now this string was picked up by the approval process and somehow parsed into 
the below string

Expanding roles for approver(s): 175540;0;75540

The 0 in the approver string set out an approval email to each and every 
individual of the organization for approval (even  the CEO :( scary).

So my question s

Re: Approval list parsing issue?

[Mueller, Doug]

Vikrant,

So, what we have here is an error condition and a question about error handling.

The error condition is a misformatted input -- extra semicolon separators.

The problem really is that there is no error handling for this condition.  The
approval process is parsing the string, finds an empty definition, and just
converts the value it finds into an integer and continues.  And, the integer
conversion logic converts anything non-numeric into a 0 (blank, letters, 
whatever
is there if it is non-numeric).

OK, but then, the issue is that a value of 0 has a very special meaning of 
Public
which is all users


So, what is really needed here for this case -- or other cases of misformatting
like 3344;a;3433 which would produce the same problem as after processing that
would be 3344;0;3433 -- is better handling of the problem of a value of 0.

Realistically, you could argue that there is never a condition where sending a
notification to Public is a good idea.  I agree with that position myself.  Even
if there was some corner case where every single registered user of the product
somehow needed to be involved in an approval, I would argue that you should 
have a
group that everyone is a member of and not use Public which is uncontrolled and
unconstrained.


For now, you can put in logic that checks for the condition you encountered and
eliminate double separators.  A set fields using REPLACE('field', ";;", ";") and
assigned back to the field would do the trick.

I also suggest submitting a bug report (I am going to share the condition
internally as well, but bug reports from customers always carry more weight) 
that
Public should simply not be allowed as a target for an approval and any attempt 
to
specify Public as an approver should be ignored.


The approval server and processing is working correctly.  The issue is that we
really should not allow Public to be an approval target at any time as it is not
deterministic and not a reliable or safe target.

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikrant
Sent: Tuesday, July 23, 2013 11:33 PM
To: arslist@ARSLIST.ORG
Subject: Approval list parsing issue?

hi Everyone,

   Yesterday we came across a strange issue with the SRM approval 
processing. The case is such that we are creating approver list on the 
SRM:Request form. From there we have written an approval rule which attaches 
the approval process to the request and sends out approval requests to the 
entire approver list on the SRM:Request form.

The string works about 99% of times(till yesterday evening 100%) but yesterday 
evening we found out an issue with it. What happened is that due to data 
inconsistency the approver list that got generated on the SRM:Request form was 
like 

Next Approvers (13005) = ;175540;;175540;;175540;;175540;;175540;;175540;

instead of Next Approvers (13005) = ;175540;175540;175540;175540;175540;175540;

Now this string was picked up by the approval process and somehow parsed into 
the below string

Expanding roles for approver(s): 175540;0;75540

The 0 in the approver string set out an approval email to each and every 
individual of the organization for approval (even  the CEO :( scary).

So my question stand likes this is or should approval server be smart enough to 
parse the approves list with double ';' to one with single ';' or worst case 
should leave it as it is and still be able to restrict approval to the members 
in the approvers list. 

Still confused about this as this is data issue due to which we get ";;" in the 
approvers list. We have written special filters to handle this case but now its 
about RCA and I am supposed to do this. A formal BMC ticket will be logged but 
just want your opinion on this very special case.

Just in case you would like to see the log file, I have attached a segment of 
the approval.log file which shows the parsing done by approval server along 
with the post.

Thanks,
Vikrant

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customers using various remedy versions

[SUBSCRIBE arslist RAMESH]

Hi All,

  I am preparing a slide deck for our upgrade. (currently we are on 7.1 ARS ). 
As there are lot of versions released after 7.1 (7.5, 7.6.03, 7.6.04, 8 and 
8.1), our management wants to know "how many BMC customers are using the 
various versions in production".
  i am looking for numbers in the customers column as shown below.

   Version  Customers (%)
  >7.6  20
  7.1-7.6   55
7.1 20
 <7 5

If some one can provide me the above information it will be very helpful for me.

Thanks in advance.
Ramesh.  


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Re: Asset Classification

[Vyom Labs Support]

Hi,  

  As per my knowledge we can Ethernet is a LAN protocol and can be mapped
under BMC.CORE:BMC_LAN and CI Type can be Connection-> Connectivity
Collection in Asset Management. For Further clarification you can also refer
to BMC Atrium CMDB 7.6.04 Data Modeling Guide. And relationship can be
defined as BMC_HostedAccessPoint.



--

Regards,

Vilas Auti

 

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 Kathy Morris
Sent: Tuesday, July 23, 2013 10:50 PM
To: arslist@ARSLIST.ORG
Subject: Asset Classification

 

** 

Hi,

 

I have HP Virtual Connect Flex-10 GB Ethernet Modules for BladeSystems.  

Does anyone have these type of assets in your environment?

Trying to figure out if these should be classified as NICs, or if we should
create a separate class for them.

These HP Ethernet modules need to be related to a server and the chassis.

Any recommendations on how to classify these assets to build the correct
relationships?

 

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Re: Attachments Vanishing

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

Thanks - I was wondering how the interface was built….

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Tuesday, July 23, 2013 4:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

**
It seems it's using PerlApp. So initial program could be in Perl, and then 
"converted" into an executable file.

On 23 Jul, 2013,at 09:54 PM, 
"richard@bwc.state.oh.us" 
mailto:richard@bwc.state.oh.us>> wrote:
What language is it written in?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, July 23, 2013 2:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

** There is a new version of AR Log Analyzer (release like 10 minutes ago) that 
can be found here: https://communities.bmc.com/docs/DOC-25473


Two of the of the new features are:
1) Added ability to filter the log file based on specific user
2) Added ability to filter the log file during a specific time period

This should help making a really large log file manageable.

Jason
On Tue, Jul 23, 2013 at 7:14 AM, Pargeter, Christie :CO IS 
mailto:cparg...@lhs.org>> wrote:
**
Do you see a performance hit for having the logging turned on?  Also, is there 
another site with more info about the Log Parsing & Management session.  I 
can’t get funding for WWRUG.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Monday, July 22, 2013 4:37 PM

To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

** Do you have server side logging turned on?  If you have 
Filter/SQL/Escalation logging turned on you should be able to search for the 
INSERT/DELETE to the B table and see who did it and if you are really lucky the 
workflow that did it.  One you know who and when you can hopefully identify a 
user procedure that is being done (or not done) or system oddity that is doing 
it.

In the last 8 months or so I have become a fan of leaving server side logging 
on full time.  I have been able to track down so many odd things by logging 
API/SQL/Filter/Escalations to one ~2 GB log file.

PLUG: I have seen a preview of the tools that will be demonstrated in the "Log 
Parsing and Management" session at WWRUG13 (http://wwrug13.com/breakouts.html) 
and these are amazing for making that 2 GB log file something manageable and 
useful in a hurry.

Jason

On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS 
mailto:cparg...@lhs.org>> wrote:
**
This has nothing to do with Tasks.  This is all around the attachments on the 
parent Change’s Work Info tab.  Our Help Desk is building these Changes with a 
template then go in and add a Work Info with an attachment (Summary is just 
“notes & CRQ” then attach the document).  Then they select Next Stage & Save to 
the db (all of this is at the Mode = Create).

Then we hear that the attachment either never arrives to the other team or it 
“vanishes” after a “couple of days”.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, 
Christie :CO IS
Sent: Monday, July 22, 2013 11:16 AM

To: arslist@ARSLIST.ORG
Subject: Attachments Vanishing

**
Has anyone had this with 7.6.4?  We are getting reports of a ton of Change 
tasks “vanishing” from the system.  I asked my DBA to turn on logging for the B 
tables but I am not seeing anything.  We are using the Classic view of ITSM 
7.6.4.

Thanks

ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
RKM 7.6.4 SP 4
SLM 7.6.4 SP 1
Window 2008 – 64 Bit
MS SQ 2005
IIS/Tomcat
MidTier 7.6.4 SP 4

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message in error or due to an unauthorized transmission or interception, please 
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Re: Attachments Vanishing

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

Yep, PERL it is...

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, July 23, 2013 5:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

** I think Laurent is right about Perl.  I got this following error when it 
wasn't able to find a directory of HTML templates.

not found at arwklga.pl line 804
On Tue, Jul 23, 2013 at 1:27 PM, laurent matheo 
mailto:lm...@me.com>> wrote:
**
It seems it's using PerlApp. So initial program could be in Perl, and then 
"converted" into an executable file.

On 23 Jul, 2013,at 09:54 PM, 
"richard@bwc.state.oh.us" 
mailto:richard@bwc.state.oh.us>> wrote:
What language is it written in?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Tuesday, July 23, 2013 2:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

** There is a new version of AR Log Analyzer (release like 10 minutes ago) that 
can be found here: https://communities.bmc.com/docs/DOC-25473


Two of the of the new features are:
1) Added ability to filter the log file based on specific user
2) Added ability to filter the log file during a specific time period

This should help making a really large log file manageable.

Jason
On Tue, Jul 23, 2013 at 7:14 AM, Pargeter, Christie :CO IS 
mailto:cparg...@lhs.org>> wrote:
**
Do you see a performance hit for having the logging turned on?  Also, is there 
another site with more info about the Log Parsing & Management session.  I 
can't get funding for WWRUG.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Monday, July 22, 2013 4:37 PM

To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

** Do you have server side logging turned on?  If you have 
Filter/SQL/Escalation logging turned on you should be able to search for the 
INSERT/DELETE to the B table and see who did it and if you are really lucky the 
workflow that did it.  One you know who and when you can hopefully identify a 
user procedure that is being done (or not done) or system oddity that is doing 
it.

In the last 8 months or so I have become a fan of leaving server side logging 
on full time.  I have been able to track down so many odd things by logging 
API/SQL/Filter/Escalations to one ~2 GB log file.

PLUG: I have seen a preview of the tools that will be demonstrated in the "Log 
Parsing and Management" session at WWRUG13 (http://wwrug13.com/breakouts.html) 
and these are amazing for making that 2 GB log file something manageable and 
useful in a hurry.

Jason

On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS 
mailto:cparg...@lhs.org>> wrote:
**
This has nothing to do with Tasks.  This is all around the attachments on the 
parent Change's Work Info tab.  Our Help Desk is building these Changes with a 
template then go in and add a Work Info with an attachment (Summary is just 
"notes & CRQ" then attach the document).  Then they select Next Stage & Save to 
the db (all of this is at the Mode = Create).

Then we hear that the attachment either never arrives to the other team or it 
"vanishes" after a "couple of days".

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, 
Christie :CO IS
Sent: Monday, July 22, 2013 11:16 AM

To: arslist@ARSLIST.ORG
Subject: Attachments Vanishing

**
Has anyone had this with 7.6.4?  We are getting reports of a ton of Change 
tasks "vanishing" from the system.  I asked my DBA to turn on logging for the B 
tables but I am not seeing anything.  We are using the Classic view of ITSM 
7.6.4.

Thanks

ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
RKM 7.6.4 SP 4
SLM 7.6.4 SP 1
Window 2008 - 64 Bit
MS SQ 2005
IIS/Tomcat
MidTier 7.6.4 SP 4

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Re: Approval list parsing issue?

[Carl Wilson]

Hi,
I believe that the system can only identify a single ";" when parsing a list.  
A double ";;" would normally be treated as a null/empty value and it seems that 
the system has assigned/appended a "0" for this value.

How is the list stored in ARS (SRM:Request) before the Approval rule picks this 
list up?  Is there erroneous line feeds, spaces, or carriage return characters 
in the list which has cause the Approval process to see these as ";;" when 
building the list of approvers? 

It maybe an idea to "clean" the list (field) on the SRM:Request to ensure 
consistency before the approval process parses the field.

 
Kind Regards,
 
Carl Wilson
 
http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikrant
Sent: 24 July 2013 07:33
To: arslist@ARSLIST.ORG
Subject: Approval list parsing issue?

hi Everyone,

   Yesterday we came across a strange issue with the SRM approval 
processing. The case is such that we are creating approver list on the 
SRM:Request form. From there we have written an approval rule which attaches 
the approval process to the request and sends out approval requests to the 
entire approver list on the SRM:Request form.

The string works about 99% of times(till yesterday evening 100%) but yesterday 
evening we found out an issue with it. What happened is that due to data 
inconsistency the approver list that got generated on the SRM:Request form was 
like 

Next Approvers (13005) = ;175540;;175540;;175540;;175540;;175540;;175540;

instead of Next Approvers (13005) = ;175540;175540;175540;175540;175540;175540;

Now this string was picked up by the approval process and somehow parsed into 
the below string

Expanding roles for approver(s): 175540;0;75540

The 0 in the approver string set out an approval email to each and every 
individual of the organization for approval (even  the CEO :( scary).

So my question stand likes this is or should approval server be smart enough to 
parse the approves list with double ';' to one with single ';' or worst case 
should leave it as it is and still be able to restrict approval to the members 
in the approvers list. 

Still confused about this as this is data issue due to which we get ";;" in the 
approvers list. We have written special filters to handle this case but now its 
about RCA and I am supposed to do this. A formal BMC ticket will be logged but 
just want your opinion on this very special case.

Just in case you would like to see the log file, I have attached a segment of 
the approval.log file which shows the parsing done by approval server along 
with the post.

Thanks,
Vikrant

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