Re: SLA Uptime Incorrect calculation
Fortunately, this is the only case reported. :) I had a recheck in audit log, it was reopened and resolved again. So, the down elapsed time was updated properly. (thanks andres..!) But still digging for Upelapsed time reason. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of andres tamayo Sent: Wednesday, August 21, 2013 1:31 AM To: arslist@ARSLIST.ORG Subject: Re: SLA Uptime Incorrect calculation ** for down elapsed time field i've noticed (SLM 7.6.04 SP2) that this field take account of all the time which the measured was stopped, no only the exclusion clause. so if you move an incident to resolved status then go back to in progress status this time is added to down elapsed time field on slm measurement form. 2013/8/20 Das, Anusha (non-US) anusha_...@federal.dell.commailto:anusha_...@federal.dell.com ** Is this the only incident that has the issue? Or have you seen this to be reoccurring? Thanks, Anusha From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Govind M Sent: Tuesday, August 20, 2013 2:42 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: SLA Uptime Incorrect calculation ** I have an SLA whose recorded the Uptime is greater than the overall elapsed time which is confusing me. Even though the Overall stop time is within the due date but the SLA was updated as missed. When I viewed the audit log, user had resolved the incident from pending status to resolved status directly. The incident was kept in pending status only for 2 mins, but it updated down elapsed time as nearly 10 mins in measurement form. Can anybody clarify how it could happen... ARS 7.1 patch 8, SLM 7.1 patch 2. Thanks, Govind Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.comhttp://www.wipro.com _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_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Sequence issue in Request ID while creating tickets
Hi, I presume your version is 7.6.04 or later. You MUST have the following in your ar.cfg if you want unbroken request id chains created in chronilogical order for all forms: Next-ID-Commit: F NextID-Block-Size: 1 And it does work. I have tried it many times. If you are after something other than an unbroken chain of request ids, please explain. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi All, I tried many options whatever suggested so far. like given *Next-ID-Commit: T , **NextID-Block-Size: 100* and even tried *Next-ID-Commit: F , **NextID-Block-Size: 1*, also chagened the form property *Next Request ID Block - 1*. Today i can see huge difference in the request ID, it giving difference of 700 and 600. Please find the below details. Case ID Difference 2928816 -791 2929607 -5 2929612 -20 2929632 -14 2929646 -71 2929717 -5 2929722 -8 On Wed, Aug 21, 2013 at 7:07 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, You must use the below values, which was default on systems prior to 7.6.04: Next-ID-Commit: F NextID-Block-Size: 1 The new default is T and 25. You can still do the block-size of 25 to minimize bottlenecks in your system, and instead set the block-size to 1 on those forms that is important to keep in sequence. Yes, it is a form-property :-) Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi Snehal, Thanks for the mail. I have one doubt, it works fine in Dev remedy server with the parameter detail. Please correct me if i am wrong. *Next-ID-Commit: F* *NextID-Block-Size: 1* On Tue, Aug 20, 2013 at 3:20 PM, snehal mhaske snehal.mha...@vyomlabs.comwrote: ** Hi Karthick,** ** ** *Next-ID-Commit* : When the system generates the next ID number for a record in the database, it performs a new commit transaction if this parameter is set to T (true). If the parameter is set to F (false), the transaction to generate the next ID is included as part of the create entry transaction. *Set the value to **T **to* *increase efficiency and for debugging*. The default is F. ** ** *NextID-Block-Size* : Allocates next IDs in blocks rather than one at a time. Allocating in blocks increases performance during a create operation. *Edit the **NextID-Block-Size **value to a positive number (up to 1000), for* *example: **NextID-Block-Size: 50*** The default value is 1. If 0 or a negative number (for example, -1) is used, the server will use the default value of 1. You do not need to restart the server for the change to take effect. The** ** option is started immediately. To disable this option, set the value of NextID-Block-Size to 1, or remove the parameter from the configuration file. Note that this option does not* *** work with Informix databases. ** ** I would suggest, to add both the parameters in ar.cfg on Prod box. Set the values as follows: *Next-ID-Commit: T* *NextID-Block-Size: 100* ** ** Regards, Snehal *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Karthick S *Sent:* Tuesday, August 20, 2013 9:42 AM *To:* arslist@ARSLIST.ORG *Subject:* Sequence issue in Request ID while creating tickets ** ** ** Hi All, ** ** We have Sequence issue in Request ID while creating tickets in prod Remedy . Here are the few example numbers seem to be jumping and skipping the next in sequence. ** ** 2930522 2930521 2930518 2930515 ** ** I have replicated the issue in Dev box and it seems to be working fine with sequence order. I have noticed the ar.cfg file and it has Next-ID-Commit: F and Next Request ID Block Size 1. i couldn't find the same in Production ar.cfg file. ** ** I tried adding those details, but still nothing happens. do i really need to restart the services. ** ** Please provide your idea on this. ** ** Remedy Version is 7.1 Patch 006 Windows 2003 SQL 2005 DB *Thanks and Regards,* *Karthick S* _ARSlist: Where the Answers Are and have been for 20 years_
Re: ARERR [9130] Error encountered while executing a Web Service
Dear List, Any ideas please!! please find below java plugin error. 2013-08-21 11:14:32,878 ERROR [pool-2-thread-2] com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - ARFilterApiCall FAILs in plugin: ARSYS.ARF.WEBSERVICE ERROR (9130): Error encountered while executing a Web Service; Could not deserialize Soap message at com.bmc.arsys.ws.plugin.WSPlugin.ThrowException(WSPlugin.java:158) at com.bmc.arsys.ws.plugin.WSPlugin.filterAPICall(WSPlugin.java:151) at com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository.ARFilterApiCall(Unknown Source) at com.bmc.arsys.pluginsvr.a.ArEsFilterApi_5(Unknown Source) at com.bmc.arsys.pluginsvr.a.ArEsFilterApi_4(Unknown Source) at com.bmc.arsys.arrpc.ARPluginServerDispatcher.dispatchOncRpcCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.dispatchCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.if(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.processRpcCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler$Processor.run(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source) at java.lang.Thread.run(Unknown Source) Anyone face this kind of issue. Thanks inadvance. Regards, Sandeep Pandey On Tue, Aug 20, 2013 at 12:36 PM, Sandeep Pandey sandeep.rem...@gmail.comwrote: Dear List, Can anyone help me out here While invoking the external web service, I am getting exception saying ARERR [9130] Error encountered while executing a Web Service : Could not deserialize Soap message. However I dint get any exception while loading wsdl and saving filter. I can see there is one ArrayOfString data type in output mapping. Is this cause problem? Any idea how to tackle in output mapping if ArrayOfString kind of data type in output mapping. Thanks in advance. Regards, Sandeep Pandey On Sun, Aug 18, 2013 at 1:58 PM, Sandeep Pandey sandeep.rem...@gmail.comwrote: Dear List, I am trying to consume a third party web service via filter. I am able to load and mapping the fields successfully and created filter as well but while trying to consume by user tool (while creating request) its throwing following error. ARERR [9130] Error encountered while executing a Web Service : Could not deserialize Soap message Is anyone face the same problem? Thanks in advance for your help! -- Sandeep Pandey Remedy Developer -- Sandeep Pandey Remedy Developer | ITIL Practisioner ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Sequence issue in Request ID while creating tickets
Hi Misi, My remedy version is 7.1 version. On Wed, Aug 21, 2013 at 6:36 PM, Misi Mladoniczky m...@rrr.se wrote: Hi, I presume your version is 7.6.04 or later. You MUST have the following in your ar.cfg if you want unbroken request id chains created in chronilogical order for all forms: Next-ID-Commit: F NextID-Block-Size: 1 And it does work. I have tried it many times. If you are after something other than an unbroken chain of request ids, please explain. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi All, I tried many options whatever suggested so far. like given *Next-ID-Commit: T , **NextID-Block-Size: 100* and even tried *Next-ID-Commit: F , **NextID-Block-Size: 1*, also chagened the form property *Next Request ID Block - 1*. Today i can see huge difference in the request ID, it giving difference of 700 and 600. Please find the below details. Case ID Difference 2928816 -791 2929607 -5 2929612 -20 2929632 -14 2929646 -71 2929717 -5 2929722 -8 On Wed, Aug 21, 2013 at 7:07 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, You must use the below values, which was default on systems prior to 7.6.04: Next-ID-Commit: F NextID-Block-Size: 1 The new default is T and 25. You can still do the block-size of 25 to minimize bottlenecks in your system, and instead set the block-size to 1 on those forms that is important to keep in sequence. Yes, it is a form-property :-) Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi Snehal, Thanks for the mail. I have one doubt, it works fine in Dev remedy server with the parameter detail. Please correct me if i am wrong. *Next-ID-Commit: F* *NextID-Block-Size: 1* On Tue, Aug 20, 2013 at 3:20 PM, snehal mhaske snehal.mha...@vyomlabs.comwrote: ** Hi Karthick,** ** ** *Next-ID-Commit* : When the system generates the next ID number for a record in the database, it performs a new commit transaction if this parameter is set to T (true). If the parameter is set to F (false), the transaction to generate the next ID is included as part of the create entry transaction. *Set the value to **T **to* *increase efficiency and for debugging*. The default is F. ** ** *NextID-Block-Size* : Allocates next IDs in blocks rather than one at a time. Allocating in blocks increases performance during a create operation. *Edit the **NextID-Block-Size **value to a positive number (up to 1000), for* *example: **NextID-Block-Size: 50*** The default value is 1. If 0 or a negative number (for example, -1) is used, the server will use the default value of 1. You do not need to restart the server for the change to take effect. The** ** option is started immediately. To disable this option, set the value of NextID-Block-Size to 1, or remove the parameter from the configuration file. Note that this option does not* *** work with Informix databases. ** ** I would suggest, to add both the parameters in ar.cfg on Prod box. Set the values as follows: *Next-ID-Commit: T* *NextID-Block-Size: 100* ** ** Regards, Snehal *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Karthick S *Sent:* Tuesday, August 20, 2013 9:42 AM *To:* arslist@ARSLIST.ORG *Subject:* Sequence issue in Request ID while creating tickets ** ** ** Hi All, ** ** We have Sequence issue in Request ID while creating tickets in prod Remedy . Here are the few example numbers seem to be jumping and skipping the next in sequence. ** ** 2930522 2930521 2930518 2930515 ** ** I have replicated the issue in Dev box and it seems to be working fine with sequence order. I have noticed the ar.cfg file and it has Next-ID-Commit: F and Next Request ID Block Size 1. i couldn't find the same in Production ar.cfg file. ** ** I tried adding those details, but still nothing happens. do i really
Re: Sequence issue in Request ID while creating tickets
Hi, In 7.1 the default behavior is the same as the setting I suggested: Next-ID-Commit: F NextID-Block-Size: 1 In other words it does not matter if you have the above lines in your ar.conf or you remove them completely. Have you checked the form-specific setting in forms where you are experiencing this problem? Is the block size set to 1? Check your configuration documentation pdf to see which parameters require a restart of your server. If you just manually change the config, you might need to run arsignal to make the config catch. Best Regards - Misi, RRR AB, http://rrr.se Hi Misi, My remedy version is 7.1 version. On Wed, Aug 21, 2013 at 6:36 PM, Misi Mladoniczky m...@rrr.se wrote: Hi, I presume your version is 7.6.04 or later. You MUST have the following in your ar.cfg if you want unbroken request id chains created in chronilogical order for all forms: Next-ID-Commit: F NextID-Block-Size: 1 And it does work. I have tried it many times. If you are after something other than an unbroken chain of request ids, please explain. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi All, I tried many options whatever suggested so far. like given *Next-ID-Commit: T , **NextID-Block-Size: 100* and even tried *Next-ID-Commit: F , **NextID-Block-Size: 1*, also chagened the form property *Next Request ID Block - 1*. Today i can see huge difference in the request ID, it giving difference of 700 and 600. Please find the below details. Case ID Difference 2928816 -791 2929607 -5 2929612 -20 2929632 -14 2929646 -71 2929717 -5 2929722 -8 On Wed, Aug 21, 2013 at 7:07 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, You must use the below values, which was default on systems prior to 7.6.04: Next-ID-Commit: F NextID-Block-Size: 1 The new default is T and 25. You can still do the block-size of 25 to minimize bottlenecks in your system, and instead set the block-size to 1 on those forms that is important to keep in sequence. Yes, it is a form-property :-) Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi Snehal, Thanks for the mail. I have one doubt, it works fine in Dev remedy server with the parameter detail. Please correct me if i am wrong. *Next-ID-Commit: F* *NextID-Block-Size: 1* On Tue, Aug 20, 2013 at 3:20 PM, snehal mhaske snehal.mha...@vyomlabs.comwrote: ** Hi Karthick,** ** ** *Next-ID-Commit* : When the system generates the next ID number for a record in the database, it performs a new commit transaction if this parameter is set to T (true). If the parameter is set to F (false), the transaction to generate the next ID is included as part of the create entry transaction. *Set the value to **T **to* *increase efficiency and for debugging*. The default is F. ** ** *NextID-Block-Size* : Allocates next IDs in blocks rather than one at a time. Allocating in blocks increases performance during a create operation. *Edit the **NextID-Block-Size **value to a positive number (up to 1000), for* *example: **NextID-Block-Size: 50*** The default value is 1. If 0 or a negative number (for example, -1) is used, the server will use the default value of 1. You do not need to restart the server for the change to take effect. The** ** option is started immediately. To disable this option, set the value of NextID-Block-Size to 1, or remove the parameter from the configuration file. Note that this option does not* *** work with Informix databases. ** ** I would suggest, to add both the parameters in ar.cfg on Prod box. Set the values as follows: *Next-ID-Commit: T* *NextID-Block-Size: 100* ** ** Regards, Snehal *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Karthick S *Sent:* Tuesday, August 20, 2013 9:42 AM *To:* arslist@ARSLIST.ORG *Subject:* Sequence issue in Request ID while creating tickets ** ** ** Hi All, ** ** We have Sequence issue in Request ID while creating
Re: Sequence issue in Request ID while creating tickets
Just an idea - do you have incoming email workflow to create tickets? If yes, check the messages to be sure they have been processed. The unprocessed messages can cause jumps in request IDs. Thank you, Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S Sent: Wednesday, August 21, 2013 6:25 AM To: arslist@ARSLIST.ORG Subject: Re: Sequence issue in Request ID while creating tickets ** Hi Misi, My remedy version is 7.1 version. On Wed, Aug 21, 2013 at 6:36 PM, Misi Mladoniczky m...@rrr.semailto:m...@rrr.se wrote: Hi, I presume your version is 7.6.04 or later. You MUST have the following in your ar.cfg if you want unbroken request id chains created in chronilogical order for all forms: Next-ID-Commit: F NextID-Block-Size: 1 And it does work. I have tried it many times. If you are after something other than an unbroken chain of request ids, please explain. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi All, I tried many options whatever suggested so far. like given *Next-ID-Commit: T , **NextID-Block-Size: 100* and even tried *Next-ID-Commit: F , **NextID-Block-Size: 1*, also chagened the form property *Next Request ID Block - 1*. Today i can see huge difference in the request ID, it giving difference of 700 and 600. Please find the below details. Case ID Difference 2928816 -791 2929607 -5 2929612 -20 2929632 -14 2929646 -71 2929717 -5 2929722 -8 On Wed, Aug 21, 2013 at 7:07 AM, Misi Mladoniczky m...@rrr.semailto:m...@rrr.se wrote: Hi, You must use the below values, which was default on systems prior to 7.6.04: Next-ID-Commit: F NextID-Block-Size: 1 The new default is T and 25. You can still do the block-size of 25 to minimize bottlenecks in your system, and instead set the block-size to 1 on those forms that is important to keep in sequence. Yes, it is a form-property :-) Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi Snehal, Thanks for the mail. I have one doubt, it works fine in Dev remedy server with the parameter detail. Please correct me if i am wrong. *Next-ID-Commit: F* *NextID-Block-Size: 1* On Tue, Aug 20, 2013 at 3:20 PM, snehal mhaske snehal.mha...@vyomlabs.commailto:snehal.mha...@vyomlabs.comwrote: ** Hi Karthick,** ** ** *Next-ID-Commit* : When the system generates the next ID number for a record in the database, it performs a new commit transaction if this parameter is set to T (true). If the parameter is set to F (false), the transaction to generate the next ID is included as part of the create entry transaction. *Set the value to **T **to* *increase efficiency and for debugging*. The default is F. ** ** *NextID-Block-Size* : Allocates next IDs in blocks rather than one at a time. Allocating in blocks increases performance during a create operation. *Edit the **NextID-Block-Size **value to a positive number (up to 1000), for* *example: **NextID-Block-Size: 50*** The default value is 1. If 0 or a negative number (for example, -1) is used, the server will use the default value of 1. You do not need to restart the server for the change to take effect. The** ** option is started immediately. To disable this option, set the value of NextID-Block-Size to 1, or remove the parameter from the configuration file. Note that this option does not* *** work with Informix databases. ** ** I would suggest, to add both the parameters in ar.cfg on Prod box. Set the values as follows: *Next-ID-Commit: T* *NextID-Block-Size: 100* ** ** Regards, Snehal *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] *On Behalf Of *Karthick S *Sent:* Tuesday, August 20, 2013 9:42 AM *To:* arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG *Subject:* Sequence issue in Request ID while creating tickets ** ** ** Hi All, ** ** We have Sequence issue in Request ID while creating tickets in prod Remedy . Here are the few example numbers seem to be jumping and skipping the next in sequence. ** ** 2930522
Re: Sequence issue in Request ID while creating tickets
Hi Sandra, You are correct we have integration, were tickets will be create through that as well. Actually in dev the integration is switched off. Regards. On Wed, Aug 21, 2013 at 9:41 PM, Hennigan, Sandra sandra.henni...@usdoj.gov wrote: ** Just an idea – do you have incoming email workflow to create tickets? If yes, check the messages to be sure they have been processed. The unprocessed messages can cause jumps in request IDs. ** ** Thank you, ** ** Sandra Hennigan Remedy Developer ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Karthick S *Sent:* Wednesday, August 21, 2013 6:25 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Sequence issue in Request ID while creating tickets ** ** ** Hi Misi, ** ** My remedy version is 7.1 version. ** ** On Wed, Aug 21, 2013 at 6:36 PM, Misi Mladoniczky m...@rrr.se wrote: Hi, I presume your version is 7.6.04 or later. You MUST have the following in your ar.cfg if you want unbroken request id chains created in chronilogical order for all forms: Next-ID-Commit: F NextID-Block-Size: 1 And it does work. I have tried it many times. If you are after something other than an unbroken chain of request ids, please explain. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se.* *** Hi All, I tried many options whatever suggested so far. like given *Next-ID-Commit: T , **NextID-Block-Size: 100* and even tried *Next-ID-Commit: F , **NextID-Block-Size: 1*, also chagened the form property *Next Request ID Block - 1*. Today i can see huge difference in the request ID, it giving difference of 700 and 600. Please find the below details. Case ID Difference 2928816 -791 2929607 -5 2929612 -20 2929632 -14 2929646 -71 2929717 -5 2929722 -8 On Wed, Aug 21, 2013 at 7:07 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, You must use the below values, which was default on systems prior to 7.6.04: Next-ID-Commit: F NextID-Block-Size: 1 The new default is T and 25. You can still do the block-size of 25 to minimize bottlenecks in your system, and instead set the block-size to 1 on those forms that is important to keep in sequence. Yes, it is a form-property :-) Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi Snehal, Thanks for the mail. I have one doubt, it works fine in Dev remedy server with the parameter detail. Please correct me if i am wrong. *Next-ID-Commit: F* *NextID-Block-Size: 1* On Tue, Aug 20, 2013 at 3:20 PM, snehal mhaske snehal.mha...@vyomlabs.comwrote: ** Hi Karthick,** ** ** *Next-ID-Commit* : When the system generates the next ID number for a record in the database, it performs a new commit transaction if this parameter is set to T (true). If the parameter is set to F (false), the transaction to generate the next ID is included as part of the create entry transaction. *Set the value to **T **to* *increase efficiency and for debugging*. The default is F. ** ** *NextID-Block-Size* : Allocates next IDs in blocks rather than one at a time. Allocating in blocks increases performance during a create operation. *Edit the **NextID-Block-Size **value to a positive number (up to 1000), for* *example: **NextID-Block-Size: 50*** The default value is 1. If 0 or a negative number (for example, -1) is used, the server will use the default value of 1. You do not need to restart the server for the change to take effect. The** ** option is started immediately. To disable this option, set the value of NextID-Block-Size to 1, or remove the parameter from the configuration file. Note that this option does not* *** work with Informix databases. ** ** I would suggest, to add both the parameters in ar.cfg on Prod box. Set the values as follows: *Next-ID-Commit: T* *NextID-Block-Size: 100* ** ** Regards, Snehal *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Karthick S
Re: Sequence issue in Request ID while creating tickets
Karthick, Remedy will roll thru the waiting messages, trying to add a new ticket and assign a request ID then fail if a request cannot be submitted then starts back at the messages again. After a message has been processed, I have workflow to set the Status to Closed and workflow set to ignore messages with a Status of Closed. Thank you, Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S Sent: Wednesday, August 21, 2013 8:13 AM To: arslist@ARSLIST.ORG Subject: Re: Sequence issue in Request ID while creating tickets ** Hi Sandra, You are correct we have integration, were tickets will be create through that as well. Actually in dev the integration is switched off. Regards. On Wed, Aug 21, 2013 at 9:41 PM, Hennigan, Sandra sandra.henni...@usdoj.govmailto:sandra.henni...@usdoj.gov wrote: ** Just an idea - do you have incoming email workflow to create tickets? If yes, check the messages to be sure they have been processed. The unprocessed messages can cause jumps in request IDs. Thank you, Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S Sent: Wednesday, August 21, 2013 6:25 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Sequence issue in Request ID while creating tickets ** Hi Misi, My remedy version is 7.1 version. On Wed, Aug 21, 2013 at 6:36 PM, Misi Mladoniczky m...@rrr.semailto:m...@rrr.se wrote: Hi, I presume your version is 7.6.04 or later. You MUST have the following in your ar.cfg if you want unbroken request id chains created in chronilogical order for all forms: Next-ID-Commit: F NextID-Block-Size: 1 And it does work. I have tried it many times. If you are after something other than an unbroken chain of request ids, please explain. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi All, I tried many options whatever suggested so far. like given *Next-ID-Commit: T , **NextID-Block-Size: 100* and even tried *Next-ID-Commit: F , **NextID-Block-Size: 1*, also chagened the form property *Next Request ID Block - 1*. Today i can see huge difference in the request ID, it giving difference of 700 and 600. Please find the below details. Case ID Difference 2928816 -791 2929607 -5 2929612 -20 2929632 -14 2929646 -71 2929717 -5 2929722 -8 On Wed, Aug 21, 2013 at 7:07 AM, Misi Mladoniczky m...@rrr.semailto:m...@rrr.se wrote: Hi, You must use the below values, which was default on systems prior to 7.6.04: Next-ID-Commit: F NextID-Block-Size: 1 The new default is T and 25. You can still do the block-size of 25 to minimize bottlenecks in your system, and instead set the block-size to 1 on those forms that is important to keep in sequence. Yes, it is a form-property :-) Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi Snehal, Thanks for the mail. I have one doubt, it works fine in Dev remedy server with the parameter detail. Please correct me if i am wrong. *Next-ID-Commit: F* *NextID-Block-Size: 1* On Tue, Aug 20, 2013 at 3:20 PM, snehal mhaske snehal.mha...@vyomlabs.commailto:snehal.mha...@vyomlabs.comwrote: ** Hi Karthick,** ** ** *Next-ID-Commit* : When the system generates the next ID number for a record in the database, it performs a new commit transaction if this parameter is set to T (true). If the parameter is set to F (false), the transaction to generate the next ID is included as part of the create entry transaction. *Set the value to **T **to* *increase efficiency and for debugging*. The default is F. ** ** *NextID-Block-Size* : Allocates next IDs in blocks rather than one at a time. Allocating in blocks increases performance during a create operation. *Edit the **NextID-Block-Size **value to a positive number (up to 1000), for* *example: **NextID-Block-Size: 50*** The default value is 1. If 0 or a negative number (for example, -1) is used, the server will use the default value of 1. You do not need to restart the server for the change to take effect. The** ** option is started immediately. To disable this option, set the value of
Re: Bug in archgid?? Could has anyone else encountered this??
Did you flush the Mid-Tier cache? Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Tuesday, August 20, 2013 8:36 PM To: arslist@ARSLIST.ORG Subject: Bug in archgid?? Could has anyone else encountered this?? ** I used archgid to change the field ID's of a few fields that were used in the Set Fields mapping of Filters that called a WSDL to set some fields. I noticed that although archgid ran with no errors claiming to have succesfully updated field ID's in filter definitions, none of the mappings were updated with the new field ID's in those filters that had that WSDL call using these fields mapped to its inputs. Is this an oversight by or just 'working as designed' as far as the archgid is concerned? I recall reading exceptions such as ID's contained in macros, or Direct SQLs would not get modified using archgid but do not recall the same exception to have been made with the Set Fields mappings for actions using WSDL to set fields. Has anyone else noticed this and reported this to BMC Support? Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARERR [9130] Error encountered while executing a Web Service
I'm surprised that it would let you load it with an array in it. ARS does not support array's in web service calls Depending on what you need to do with the data you can save the WSDL to a file and modify the structure (i.e. Change the Array to a simple string) Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sandeep Pandey Sent: Wednesday, August 21, 2013 3:40 AM To: arslist@ARSLIST.ORG Subject: Re: ARERR [9130] Error encountered while executing a Web Service ** Dear List, Any ideas please!! please find below java plugin error. 2013-08-21 11:14:32,878 ERROR [pool-2-thread-2] com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - ARFilterApiCall FAILs in plugin: ARSYS.ARF.WEBSERVICE ERROR (9130): Error encountered while executing a Web Service; Could not deserialize Soap message at com.bmc.arsys.ws.plugin.WSPlugin.ThrowException(WSPlugin.java:158) at com.bmc.arsys.ws.plugin.WSPlugin.filterAPICall(WSPlugin.java:151) at com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository.ARFilterApiCall(Unknown Source) at com.bmc.arsys.pluginsvr.a.ArEsFilterApi_5(Unknown Source) at com.bmc.arsys.pluginsvr.a.ArEsFilterApi_4(Unknown Source) at com.bmc.arsys.arrpc.ARPluginServerDispatcher.dispatchOncRpcCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.dispatchCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.if(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.processRpcCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler$Processor.run(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source) at java.lang.Thread.run(Unknown Source) Anyone face this kind of issue. Thanks inadvance. Regards, Sandeep Pandey -Original Message- On Tue, Aug 20, 2013 at 12:36 PM, Sandeep Pandey sandeep.rem...@gmail.com wrote: Dear List, Can anyone help me out here While invoking the external web service, I am getting exception saying ARERR [9130] Error encountered while executing a Web Service : Could not deserialize Soap message. However I dint get any exception while loading wsdl and saving filter. I can see there is one ArrayOfString data type in output mapping. Is this cause problem? Any idea how to tackle in output mapping if ArrayOfString kind of data type in output mapping. Thanks in advance. Regards, Sandeep Pandey -Original Message- On Sun, Aug 18, 2013 at 1:58 PM, Sandeep Pandey sandeep.rem...@gmail.com wrote: Dear List, I am trying to consume a third party web service via filter. I am able to load and mapping the fields successfully and created filter as well but while trying to consume by user tool (while creating request) its throwing following error. ARERR [9130] Error encountered while executing a Web Service : Could not deserialize Soap message Is anyone face the same problem? Thanks in advance for your help! -- Sandeep Pandey Remedy Developer ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Monitor Ticket Status
Team, I faced different question from my project. The scenario is if the end user creating a ticket via email, the ticket has been created. He/ She need to see the ticket status. Remeber, don't have remedy access. IS it possible to see the ticket work info and status. We have one option i.e., Email Notiifcation. Except that any option ? if any idea hit your mind, please share the detail. I would appreciate your swift response. Regards, Suresh Loganathan. +91 87544 2224091 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARERR [9130] Error encountered while executing a Web Service
Thanks for your reply Fred. Yes I loaded wsdl successfully but while invoking only I am getting exception due to may be arrayofstring or list type of data type in output mapping. Could you please light some input how to modify the structure? Is it possible to restructure the external wsdl in our ars compatible format? Thanks. Regards, Sandeep Pandey On Wed, Aug 21, 2013 at 7:07 PM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: I'm surprised that it would let you load it with an array in it. ARS does not support array's in web service calls Depending on what you need to do with the data you can save the WSDL to a file and modify the structure (i.e. Change the Array to a simple string) Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Sandeep Pandey Sent: Wednesday, August 21, 2013 3:40 AM To: arslist@ARSLIST.ORG Subject: Re: ARERR [9130] Error encountered while executing a Web Service ** Dear List, Any ideas please!! please find below java plugin error. 2013-08-21 11:14:32,878 ERROR [pool-2-thread-2] com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - ARFilterApiCall FAILs in plugin: ARSYS.ARF.WEBSERVICE ERROR (9130): Error encountered while executing a Web Service; Could not deserialize Soap message at com.bmc.arsys.ws.plugin.WSPlugin.ThrowException(WSPlugin.java:158) at com.bmc.arsys.ws.plugin.WSPlugin.filterAPICall(WSPlugin.java:151) at com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository.ARFilterApiCall(Unknown Source) at com.bmc.arsys.pluginsvr.a.ArEsFilterApi_5(Unknown Source) at com.bmc.arsys.pluginsvr.a.ArEsFilterApi_4(Unknown Source) at com.bmc.arsys.arrpc.ARPluginServerDispatcher.dispatchOncRpcCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.dispatchCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.if(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.processRpcCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler$Processor.run(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source) at java.lang.Thread.run(Unknown Source) Anyone face this kind of issue. Thanks inadvance. Regards, Sandeep Pandey -Original Message- On Tue, Aug 20, 2013 at 12:36 PM, Sandeep Pandey sandeep.rem...@gmail.com wrote: Dear List, Can anyone help me out here While invoking the external web service, I am getting exception saying ARERR [9130] Error encountered while executing a Web Service : Could not deserialize Soap message. However I dint get any exception while loading wsdl and saving filter. I can see there is one ArrayOfString data type in output mapping. Is this cause problem? Any idea how to tackle in output mapping if ArrayOfString kind of data type in output mapping. Thanks in advance. Regards, Sandeep Pandey -Original Message- On Sun, Aug 18, 2013 at 1:58 PM, Sandeep Pandey sandeep.rem...@gmail.com wrote: Dear List, I am trying to consume a third party web service via filter. I am able to load and mapping the fields successfully and created filter as well but while trying to consume by user tool (while creating request) its throwing following error. ARERR [9130] Error encountered while executing a Web Service : Could not deserialize Soap message Is anyone face the same problem? Thanks in advance for your help! -- Sandeep Pandey Remedy Developer ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years -- Sandeep Pandey Remedy Developer | ITIL Practisioner ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Monitor Ticket Status
Dear Suresh, There can be option in email integration where you can customize automatic reply after successful creation/modification of ticket in remedy. This can be achieve by writing filter workflow. Regards, Sandeep Pandey On Wed, Aug 21, 2013 at 7:44 PM, Suresh Loganathan ersures...@gmail.comwrote: ** Team, I faced different question from my project. The scenario is if the end user creating a ticket via email, the ticket has been created. He/ She need to see the ticket status. Remeber, don't have remedy access. IS it possible to see the ticket work info and status. We have one option i.e., Email Notiifcation. Except that any option ? if any idea hit your mind, please share the detail. I would appreciate your swift response. Regards, Suresh Loganathan. +91 87544 2224091 _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
Customization - Dynamic Notifications based on Product Categorization Table Loop and Notify issue.
I have a requirement that at first thought was no big deal. However, it has turned into something more than I expected. We need our Incident form to page out people based on Product categorizations determined by the users through a custom form. There are up to 100 ish people that could potentially get notified. I created a custom form for the users to select the categories they wanted to be be notified on. Then put a table on the incident form and a few temp fields for a table loop. The problem is that even though the Email To field is 32000 char limit the actual Filter Notify Action To field is limited to 254. Therefore, the notifications are being cut off. I then tried doing a table look and in a Filter Guide adding the Notify to send a notification one at a time. However, this causes a significant delay in the saving of the Incident and I get an error at the end about Does not exist in Database. Has anyone another idea? I was thinking I could try using going back to the original plan and then creating more temp fields and partitioning it out further based on number of char. Possibly using the listget function to retrieve each address and only append 10 to each temp field and notifying off those fields, however that is a lot of temp fields to create and I would assume performance will still be an issue. Any other ideas would be appreciated? I am really hoping I am over thinking this. Thanks, Brandi ARS 7.6.4 sp 3 ITSM 7.6.4 sp 2 SQL Windows The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
JOB: Plano Tx Remedy Developer/Admin
TITLE: Senior Software Engineer - Remedy DEPARTMENT: Information Technology - Systems Engineering LOCATION: Plano Tx, JCPenney Company, Inc. - On Site Only Full Time Permanent position. Must be a US Citizen. JOB DESCRIPTION Senior Remedy Engineer responsible for support, development, configuration, customization, performance, and maintenance of BMC Remedy IT Service Management Suite 7.6.x. RESPONSIBILITIES * Responsible for the installation, configuration, customization and maintenance of key integrated products and components of BMC Remedy IT Service Management Suite 7.6.x. Integrated products and components to be supported are: oAR System 7.6.x including interfaces such as Atrium Integration Engine (AIE) oRemedy Mid-Tier 7.6.x oAR Assignment Engine 7.6.x oAR Approval Engine 7.6.x oAR Flashboards Server 7.6.x oAR Email Engine 7.6.x oBMC Remedy Incident Management 7.6.x oBMC Remedy Problem Management 7.6.x oBMC Remedy Change Management 7.6.x oBMC Remedy Asset Management 7.6.x oBMC Remedy Foundation Elements 7.6.x oBMC Atrium CMDB 7.6.x oBMC Service Level Management (SLM) 7.6.x oBMC Service Request Management (SRM) 7.6.x oRemedy Knowledge Management 7.6.x oDashboards for BSM oBMC Analytics * Design, engineer, install, configure, integrate, test complex architectures and component configurations and other product integrations relating to BMC Remedy IT Service Management Suite products and/or solutions * Responsible for the technical aspect of the Atrium CMDB 7.6.x. These responsibilities include: data mappings from discovery sources, CI Class management, Integrations, Reconciliation, Data Normalization and implementing any CMDB customizations * Develop and administer BMC Remedy ARS applications and implementation of new functionality including forms, workflow, alerts, filters, escalations, menus, and other related components * Create detailed design documents and functional specifications for new applications and services and for enhancements to existing BMC Remedy ITSM applications and/or components * Contribute to design sessions with Architects and IT Operations Engineers * Assist with identify, design, and maintenance of Foundation data for ITSM 7.6.x. * Maintain and manage licenses for BMC Remedy ITSM suite of products * Coordinate with database administrators to configure, tune and maintain databases in variety of languages * Refine existing functional requirements for ITSM tools and participate in the development of an integrated ITSM and monitoring/event management tooling strategy and architecture * Assist in the definition of business requirements, determine scope, estimate level of work effort (LOE) and determine duration of development activities * Coordinate with functional and technical groups to translate business requirements into technical design documents * Provide Remedy Administrator day-to-day support of Remedy reported incidents such as user account and permissions issues, etc. * Perform mentoring and training tasks for peers and customers as required; transfer project knowledge to other team members and customers as required * Administer, tune, troubleshoot and support deployed solutions in a mission critical 24x7 environment * Ability to work well within team environment. Strong written and verbal communication skills REQUIRED QUALIFICATIONS * Must have hands-on, practical knowledge of support, installation, configuration, and development of the BMC Remedy IT Service Management Suite 7.6.x * Experience with implementing, configuring BMC Atrium Discovery Dependency Mapping (ADDM) * Must have hands-on experience with management of Atrium CMDB common data model including class and attribute customizations, Atrium Integration Engine (AIE) and dataset normalization and reconciliation * Experience establishing BMC ITSM Suite integrations between event management and monitoring solutions for the purpose of auto-generation of Incidents, Work Orders, and/or Service Requests, etc. * Experience participating and lead engineer for medium to large Remedy ITSM implementations PREFERRED QUALIFICATIONS * Hands-on experience establishing BMC ITSM Suite 7.6x integrations with other products listed but not limited to: oNetwork Monitoring Tools like NetCool oBMC Atrium Orchestrator oBMC Analytics oBMC Mobility * Experience in Network, System Administration, database support and IIS Web Server Administration * Experience working with project management methodology including budget development, project planning and control * Hands-on experience with Remedy performance tuning/performance optimization * Experience
Re: Customization - Dynamic Notifications based on Product Categorization Table Loop and Notify issue.
Instead of doing Notify action, you could do a Push to the AR System Email Messages form Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Barbour, Brandi D Sent: Wednesday, August 21, 2013 10:02 AM To: arslist@ARSLIST.ORG Subject: Customization - Dynamic Notifications based on Product Categorization Table Loop and Notify issue. ** I have a requirement that at first thought was no big deal. However, it has turned into something more than I expected. We need our Incident form to page out people based on Product categorizations determined by the users through a custom form. There are up to 100 ish people that could potentially get notified. I created a custom form for the users to select the categories they wanted to be be notified on. Then put a table on the incident form and a few temp fields for a table loop. The problem is that even though the Email To field is 32000 char limit the actual Filter Notify Action To field is limited to 254. Therefore, the notifications are being cut off. I then tried doing a table look and in a Filter Guide adding the Notify to send a notification one at a time. However, this causes a significant delay in the saving of the Incident and I get an error at the end about Does not exist in Database. Has anyone another idea? I was thinking I could try using going back to the original plan and then creating more temp fields and partitioning it out further based on number of char. Possibly using the listget function to retrieve each address and only append 10 to each temp field and notifying off those fields, however that is a lot of temp fields to create and I would assume performance will still be an issue. Any other ideas would be appreciated? I am really hoping I am over thinking this. Thanks, Brandi ARS 7.6.4 sp 3 ITSM 7.6.4 sp 2 SQL Windows The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Customization - Dynamic Notifications based on Product Categorization Table Loop and Notify issue.
:) Thank You Fred... You are correct. I knew I was having a blonde moment. Thanks again, Brandi From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, August 21, 2013 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: Customization - Dynamic Notifications based on Product Categorization Table Loop and Notify issue. ** Instead of doing Notify action, you could do a Push to the AR System Email Messages form Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Barbour, Brandi D Sent: Wednesday, August 21, 2013 10:02 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Customization - Dynamic Notifications based on Product Categorization Table Loop and Notify issue. ** I have a requirement that at first thought was no big deal. However, it has turned into something more than I expected. We need our Incident form to page out people based on Product categorizations determined by the users through a custom form. There are up to 100 ish people that could potentially get notified. I created a custom form for the users to select the categories they wanted to be be notified on. Then put a table on the incident form and a few temp fields for a table loop. The problem is that even though the Email To field is 32000 char limit the actual Filter Notify Action To field is limited to 254. Therefore, the notifications are being cut off. I then tried doing a table look and in a Filter Guide adding the Notify to send a notification one at a time. However, this causes a significant delay in the saving of the Incident and I get an error at the end about Does not exist in Database. Has anyone another idea? I was thinking I could try using going back to the original plan and then creating more temp fields and partitioning it out further based on number of char. Possibly using the listget function to retrieve each address and only append 10 to each temp field and notifying off those fields, however that is a lot of temp fields to create and I would assume performance will still be an issue. Any other ideas would be appreciated? I am really hoping I am over thinking this. Thanks, Brandi ARS 7.6.4 sp 3 ITSM 7.6.4 sp 2 SQL Windows The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _ARSlist: Where the Answers Are and have been for 20 years_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Data Integrity
Hi, We have data that is discovered from ADDM and loaded into the CMDB (7.6.4) that is very inconsistent. For example the CTIs are: Hardware Processing Unit Server vs. Hardware Processing unit (lower case) Server This happens with a lot of the CTIs from ADDM. We do not want the data to be inconsistent in the gold set. What is the best way to clean this up? (i.e. thru configurations on the ADDM side, or through workflow on the CMDB side). Normalization cleans up the Manufacturing inconsistencies combined with the CTI, however we just need the CTI's to be 1 unique naming convention. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9.
Hello, Has anyone seen this? Service Desk agents experience delays when opening Templates in Remedy while using IE 9. When using Firefox, there are no delays. Because of Firefox quirkiness, Firefox is not always an option. These delays can be from 5 secs. to 45 secs., which can cause significant delays to the Service Desk agents performance. Templates are created to aid in speeding up the Service Desk agents work, but are not being utilized to the fullest extent because of the delays. Gordon Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Data Integrity
Since this is hard coded in ADDM if you can make that change in ADDM it will be the simplest way to do this. -Original Message- From: Koyb P. Liabt tekkyto...@aol.com To: arslist arslist@ARSLIST.ORG Sent: Wed, Aug 21, 2013 11:59 am Subject: Data Integrity ** Hi, We have data that is discovered from ADDM and loaded into the CMDB (7.6.4) that is very inconsistent. For example the CTIs are: Hardware Processing Unit Server vs. Hardware Processing unit (lower case) Server This happens with a lot of the CTIs from ADDM. We do not want the data to be inconsistent in the gold set. What is the best way to clean this up? (i.e. thru configurations on the ADDM side, or through workflow on the CMDB side). Normalization cleans up the Manufacturing inconsistencies combined with the CTI, however we just need the CTI's to be 1 unique naming convention. _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
Web version not matching user version
I have user 7.6 and Developer 8.1. If I make changes to a form in Developer of a form the change copies to the user form (7.6) but if I go to look at the same form on the Mid tier web version the changes aren't there. Please let me know why and/or what I should do. Wierd thing is, is if I add something to a menu it pushes to both the user and the web version (Mid-tier). Where it failed is when I moved panels, text boxes, and drop downs around...the format change did not carry over to the mid tier web version but did on the user tool...for clarification. Also, I did the changes in Base Mode instead of Best Practice...would that be why and should I just start making all my changes under Best Practice mode to prevent anything from being lost after an upgrade? Ron ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Web version not matching user version
Ron, First, to address the Best Practice question...Yes, you should ALWAYS be modifying things in Best Practice...as you said, to prevent anything from being lost after an upgrade...that's why it was created, and anyone that continues doing it the old way deserves the pain they cause themselves...but their customer does NOT deserve the pain and money it costs them...so for yourself and future people that support that system...do it in best practice. Now...regarding why you aren't seeing the changes in the web. More likely because you aren't flushing the Mid-Tier cache. On Wed, Aug 21, 2013 at 10:32 AM, Ron Young rpyo...@southernco.com wrote: I have user 7.6 and Developer 8.1. If I make changes to a form in Developer of a form the change copies to the user form (7.6) but if I go to look at the same form on the Mid tier web version the changes aren't there. Please let me know why and/or what I should do. Wierd thing is, is if I add something to a menu it pushes to both the user and the web version (Mid-tier). Where it failed is when I moved panels, text boxes, and drop downs around...the format change did not carry over to the mid tier web version but did on the user tool...for clarification. Also, I did the changes in Base Mode instead of Best Practice...would that be why and should I just start making all my changes under Best Practice mode to prevent anything from being lost after an upgrade? Ron ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [EXTERNAL] Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9.
Gordon: Yes, we definitely experienced that. Unfortunately, I’m drawing a blank on what we did to address it, but I’m thinking we saw an improvement after having folks tweak their browser settings somehow. Sorry I can’t be of more help. ☹ Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gordon Frank Sent: Wednesday, August 21, 2013 10:09 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** Hello, Has anyone seen this? Service Desk agents experience delays when opening Templates in Remedy while using IE 9. When using Firefox, there are no delays. Because of Firefox quirkiness, Firefox is not always an option. These delays can be from 5 secs. to 45 secs., which can cause significant delays to the Service Desk agents performance. Templates are created to aid in speeding up the Service Desk agents work, but are not being utilized to the fullest extent because of the delays. Gordon Frank _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: Sequence issue in Request ID while creating tickets
Kathy, Are you running a server group or have multiple AR servers interacting with the same database? I saw that Lisa Singh had asked the same question, but didn't see an answer. We too have experienced what Lisa experienced. In our case, we had a backup ARServer that only a couple of people used and that server would vend numbers from its cached block of numbers that could be off as much as 2000-3000 from the server that the majority of the users were utilizing. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Wednesday, August 21, 2013 8:35 AM To: arslist@ARSLIST.ORG Subject: Re: Sequence issue in Request ID while creating tickets ** Karthick, Remedy will roll thru the waiting messages, trying to add a new ticket and assign a request ID then fail if a request cannot be submitted then starts back at the messages again. After a message has been processed, I have workflow to set the Status to Closed and workflow set to ignore messages with a Status of Closed. Thank you, Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S Sent: Wednesday, August 21, 2013 8:13 AM To: arslist@ARSLIST.ORG Subject: Re: Sequence issue in Request ID while creating tickets ** Hi Sandra, You are correct we have integration, were tickets will be create through that as well. Actually in dev the integration is switched off. Regards. On Wed, Aug 21, 2013 at 9:41 PM, Hennigan, Sandra sandra.henni...@usdoj.gov wrote: ** Just an idea - do you have incoming email workflow to create tickets? If yes, check the messages to be sure they have been processed. The unprocessed messages can cause jumps in request IDs. Thank you, Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S Sent: Wednesday, August 21, 2013 6:25 AM To: arslist@ARSLIST.ORG Subject: Re: Sequence issue in Request ID while creating tickets ** Hi Misi, My remedy version is 7.1 version. On Wed, Aug 21, 2013 at 6:36 PM, Misi Mladoniczky m...@rrr.se wrote: Hi, I presume your version is 7.6.04 or later. You MUST have the following in your ar.cfg if you want unbroken request id chains created in chronilogical order for all forms: Next-ID-Commit: F NextID-Block-Size: 1 And it does work. I have tried it many times. If you are after something other than an unbroken chain of request ids, please explain. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi All, I tried many options whatever suggested so far. like given *Next-ID-Commit: T , **NextID-Block-Size: 100* and even tried *Next-ID-Commit: F , **NextID-Block-Size: 1*, also chagened the form property *Next Request ID Block - 1*. Today i can see huge difference in the request ID, it giving difference of 700 and 600. Please find the below details. Case ID Difference 2928816 -791 2929607 -5 2929612 -20 2929632 -14 2929646 -71 2929717 -5 2929722 -8 On Wed, Aug 21, 2013 at 7:07 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, You must use the below values, which was default on systems prior to 7.6.04: Next-ID-Commit: F NextID-Block-Size: 1 The new default is T and 25. You can still do the block-size of 25 to minimize bottlenecks in your system, and instead set the block-size to 1 on those forms that is important to keep in sequence. Yes, it is a form-property :-) Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi Snehal, Thanks for the mail. I have one doubt, it works fine in Dev remedy server with the parameter detail. Please correct me if i am wrong. *Next-ID-Commit: F* *NextID-Block-Size: 1* On Tue, Aug 20, 2013 at 3:20 PM, snehal mhaske snehal.mha...@vyomlabs.comwrote: ** Hi Karthick,** ** ** *Next-ID-Commit* : When the system generates the next ID number for a record in the database, it performs a new commit transaction if this parameter is set to T (true). If the parameter is set to F (false), the transaction to generate the next ID is included as part of the create entry transaction. *Set the value to **T **to* *increase efficiency and for debugging*. The
Re: Web version not matching user version
Thanks Lj, That's what I was thinking to but I was hoping not due to me not being able to access it. The person that has the password to it is out of the country so I guess I'll have to wait until he gets back. I agree and understand about the Best Practice Mode...I'll just have to make sure I am in the mode from now on. Thanks for your time. Thanks, Ron Young Courage is not the absence of fear, but rather the judgement that something else is more important than fear. (James Hollingworth) From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Wednesday, August 21, 2013 11:48 AM To: arslist@ARSLIST.ORG Subject: Re: Web version not matching user version ** Ron, First, to address the Best Practice question...Yes, you should ALWAYS be modifying things in Best Practice...as you said, to prevent anything from being lost after an upgrade...that's why it was created, and anyone that continues doing it the old way deserves the pain they cause themselves...but their customer does NOT deserve the pain and money it costs them...so for yourself and future people that support that system...do it in best practice. Now...regarding why you aren't seeing the changes in the web. More likely because you aren't flushing the Mid-Tier cache. On Wed, Aug 21, 2013 at 10:32 AM, Ron Young rpyo...@southernco.commailto:rpyo...@southernco.com wrote: I have user 7.6 and Developer 8.1. If I make changes to a form in Developer of a form the change copies to the user form (7.6) but if I go to look at the same form on the Mid tier web version the changes aren't there. Please let me know why and/or what I should do. Wierd thing is, is if I add something to a menu it pushes to both the user and the web version (Mid-tier). Where it failed is when I moved panels, text boxes, and drop downs around...the format change did not carry over to the mid tier web version but did on the user tool...for clarification. Also, I did the changes in Base Mode instead of Best Practice...would that be why and should I just start making all my changes under Best Practice mode to prevent anything from being lost after an upgrade? Ron ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttps://urldefense.proofpoint.com/v1/url?u=http://www.arslist.orgk=k4uTPtKceKyJbrKTKO%2FDpA%3D%3D%0Ar=acCMp2P5cctjq7hCkmdL%2Bd8SmbryZFsEdaDSOrjVCWM%3D%0Am=bziY8Zkjo5fgix5Nizlh5Npp4aK1iPE8TqZrhEw2GnY%3D%0As=efb0278acd6ba5062b651a2ae14c9103c022c6308133df1598e22c4acce186b8 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: Web version not matching user version
Depending on if you have access to the web servers or not, you could shut down the web server, delete the contents of the cache folder, and then restart the web serverbut that's rather intrusive, and not sure if you want to go 'that far' to get your changes visible. On Wed, Aug 21, 2013 at 11:21 AM, Young, Ronald P. rpyo...@southernco.comwrote: ** Thanks Lj, That’s what I was thinking to but I was hoping not due to me not being able to access it. The person that has the password to it is out of the country so I guess I’ll have to wait until he gets back. I agree and understand about the Best Practice Mode…I’ll just have to make sure I am in the mode from now on. Thanks for your time. ** ** *Thanks,* *Ron Young* * * “Courage is not the absence of fear, but rather the judgement that something else is more important than fear.” (James Hollingworth)** ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Longwing, Lj *Sent:* Wednesday, August 21, 2013 11:48 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Web version not matching user version ** ** ** Ron, First, to address the Best Practice question...Yes, you should ALWAYS be modifying things in Best Practice...as you said, to prevent anything from being lost after an upgrade...that's why it was created, and anyone that continues doing it the old way deserves the pain they cause themselves...but their customer does NOT deserve the pain and money it costs them...so for yourself and future people that support that system...do it in best practice. ** ** Now...regarding why you aren't seeing the changes in the web. More likely because you aren't flushing the Mid-Tier cache. ** ** On Wed, Aug 21, 2013 at 10:32 AM, Ron Young rpyo...@southernco.com wrote: I have user 7.6 and Developer 8.1. If I make changes to a form in Developer of a form the change copies to the user form (7.6) but if I go to look at the same form on the Mid tier web version the changes aren't there. Please let me know why and/or what I should do. Wierd thing is, is if I add something to a menu it pushes to both the user and the web version (Mid-tier). Where it failed is when I moved panels, text boxes, and drop downs around...the format change did not carry over to the mid tier web version but did on the user tool...for clarification. Also, I did the changes in Base Mode instead of Best Practice...would that be why and should I just start making all my changes under Best Practice mode to prevent anything from being lost after an upgrade? Ron ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttps://urldefense.proofpoint.com/v1/url?u=http://www.arslist.orgk=k4uTPtKceKyJbrKTKO%2FDpA%3D%3D%0Ar=acCMp2P5cctjq7hCkmdL%2Bd8SmbryZFsEdaDSOrjVCWM%3D%0Am=bziY8Zkjo5fgix5Nizlh5Npp4aK1iPE8TqZrhEw2GnY%3D%0As=efb0278acd6ba5062b651a2ae14c9103c022c6308133df1598e22c4acce186b8 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: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9.
Just because you mentioned you have FireFox users, I thought I might run by what I think I experience when using multiple browers.. When you experience these delays with IE 9, are they users that have Chrome installed on their devices as well? I recently was told by a colleague when I bitched about IE 9 10 that if you use IE while using Chrome simultaneously, IE tends to crawl. I then noticed this to be true. If IE is used when Chrome is not, it tends to work ok but not when Chrome is used simultaneously - so I have begun to discard IE altogether and just use Chrome or FireFox because IE basically sucks anyways.. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gordon Frank Sent: Wednesday, August 21, 2013 12:09 PM To: arslist@ARSLIST.ORG Subject: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. Hello, Has anyone seen this? Service Desk agents experience delays when opening Templates in Remedy while using IE 9. When using Firefox, there are no delays. Because of Firefox quirkiness, Firefox is not always an option. These delays can be from 5 secs. to 45 secs., which can cause significant delays to the Service Desk agents performance. Templates are created to aid in speeding up the Service Desk agents work, but are not being utilized to the fullest extent because of the delays. Gordon Frank _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: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9.
I have IE9 installed and the Mid Tier is extremely slow. I also have Chrome installed. However, I just tested this on another user's PC with the same image but without installing Chrome, and the Mid Tier is just as slow. I don't think Chrome is a factor either way, although I use it to interact with Remedy since it is a much faster browser (and the #1 browser used worldwide even though BMC pretends that it doesn't exist so they don't have to support it.) Also, I did a quick Google search to see if there is much out there on IE becoming slow as a result of Chrome and couldn't find much other than a few people asking questions. As to the original question, the template functionality is extremely slow, but that's because it does a lot of stuff behind the scenes. It also does a weird union back on itself when you select templates (at least in 7.6.4) where you can see the same template multiple times if two or more of your groups have access to the same template, which means it unnecessarily loads the data multiple times, slowing it down further. That being said, if the Mid Tier is tuned according to BMC's whitepapers, it is an acceptable delay. I guess if you have too many templates you can add some indexes to the template form to see if that helps. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, August 21, 2013 12:39 PM To: arslist@ARSLIST.ORG Subject: Re: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** Just because you mentioned you have FireFox users, I thought I might run by what I think I experience when using multiple browers.. When you experience these delays with IE 9, are they users that have Chrome installed on their devices as well? I recently was told by a colleague when I bitched about IE 9 10 that if you use IE while using Chrome simultaneously, IE tends to crawl. I then noticed this to be true. If IE is used when Chrome is not, it tends to work ok but not when Chrome is used simultaneously - so I have begun to discard IE altogether and just use Chrome or FireFox because IE basically sucks anyways.. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gordon Frank Sent: Wednesday, August 21, 2013 12:09 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. Hello, Has anyone seen this? Service Desk agents experience delays when opening Templates in Remedy while using IE 9. When using Firefox, there are no delays. Because of Firefox quirkiness, Firefox is not always an option. These delays can be from 5 secs. to 45 secs., which can cause significant delays to the Service Desk agents performance. Templates are created to aid in speeding up the Service Desk agents work, but are not being utilized to the fullest extent because of the delays. Gordon Frank _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Bug in archgid?? Could has anyone else encountered this??
Fred, Thanks for your response.. This has nothing to do with the Mid-tier cache. Maybe I was not quite that clear when explaining the issue and what exactly I had done / was doing. I have a filter where I was consuming an external WSDL, and I had my input and output mappings. I had to change some of the field ID's for the purpose of organization from let say 800101600 to 800101300 on lets say a field called $Start Date$. In the filter mapping before the change everything looks nice - as in the element startDate mapped to $Start Date$. Post archgid, the mapping looked like startDate to 800,101,600 indicating that in the filter definitions itself, the ID was not changed although the archgid reported that it successfully updated field ID's in filter definitions. Flushing the Mid-Tier cache would be applicable if it was a WSDL I was publishing and had made changes to it. While consuming a WSDL using a Filter, the Mid-Tier does not even come into the picture - its just the AR Server WSDL Plugin that is used and all the filter definitions are stored in the database. This is why it appears to be a bug with the archgid where it appears like it does not actually change the ID's of the fields that are mapped in the Set Fields actions of a Filter. Before reporting this bug to BMC, I wanted to see if anyone else has experienced this on other versions. I am on AR Server 7.6.04 Patch 003. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, August 21, 2013 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: Bug in archgid?? Could has anyone else encountered this?? Did you flush the Mid-Tier cache? Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Tuesday, August 20, 2013 8:36 PM To: arslist@ARSLIST.ORG Subject: Bug in archgid?? Could has anyone else encountered this?? ** I used archgid to change the field ID's of a few fields that were used in the Set Fields mapping of Filters that called a WSDL to set some fields. I noticed that although archgid ran with no errors claiming to have succesfully updated field ID's in filter definitions, none of the mappings were updated with the new field ID's in those filters that had that WSDL call using these fields mapped to its inputs. Is this an oversight by or just 'working as designed' as far as the archgid is concerned? I recall reading exceptions such as ID's contained in macros, or Direct SQLs would not get modified using archgid but do not recall the same exception to have been made with the Set Fields mappings for actions using WSDL to set fields. Has anyone else noticed this and reported this to BMC Support? Joe _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: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9.
I hear you about Chrome. I personally prefer it to IE and Firefox too. I generally use it except during one version of the ARS where Chrome would not display table field column names. It does seem like it might be a indexing problem - it would if you have that many templates (many many thousands.. a few hundreds a templates a table scan would be more efficient..) Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Wednesday, August 21, 2013 1:55 PM To: arslist@ARSLIST.ORG Subject: Re: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. I have IE9 installed and the Mid Tier is extremely slow. I also have Chrome installed. However, I just tested this on another user's PC with the same image but without installing Chrome, and the Mid Tier is just as slow. I don't think Chrome is a factor either way, although I use it to interact with Remedy since it is a much faster browser (and the #1 browser used worldwide even though BMC pretends that it doesn't exist so they don't have to support it.) Also, I did a quick Google search to see if there is much out there on IE becoming slow as a result of Chrome and couldn't find much other than a few people asking questions. As to the original question, the template functionality is extremely slow, but that's because it does a lot of stuff behind the scenes. It also does a weird union back on itself when you select templates (at least in 7.6.4) where you can see the same template multiple times if two or more of your groups have access to the same template, which means it unnecessarily loads the data multiple times, slowing it down further. That being said, if the Mid Tier is tuned according to BMC's whitepapers, it is an acceptable delay. I guess if you have too many templates you can add some indexes to the template form to see if that helps. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, August 21, 2013 12:39 PM To: arslist@ARSLIST.ORG Subject: Re: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** Just because you mentioned you have FireFox users, I thought I might run by what I think I experience when using multiple browers.. When you experience these delays with IE 9, are they users that have Chrome installed on their devices as well? I recently was told by a colleague when I bitched about IE 9 10 that if you use IE while using Chrome simultaneously, IE tends to crawl. I then noticed this to be true. If IE is used when Chrome is not, it tends to work ok but not when Chrome is used simultaneously - so I have begun to discard IE altogether and just use Chrome or FireFox because IE basically sucks anyways.. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gordon Frank Sent: Wednesday, August 21, 2013 12:09 PM To: arslist@ARSLIST.ORG Subject: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. Hello, Has anyone seen this? Service Desk agents experience delays when opening Templates in Remedy while using IE 9. When using Firefox, there are no delays. Because of Firefox quirkiness, Firefox is not always an option. These delays can be from 5 secs. to 45 secs., which can cause significant delays to the Service Desk agents performance. Templates are created to aid in speeding up the Service Desk agents work, but are not being utilized to the fullest extent because of the delays. Gordon Frank _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access hyperlink, please e-mail sender. _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
Tool Tips and Assigned Person
Hi All, Here I have a case where the users want in the new, as it was in the old. In our 6.3 implementation, in the Assigned Person field you can type in part of person's name, and press enter. If there is only one match then the Assigned Group and Person get populated. If there are multiple matches then a list is displayed with the Assigned Person and Groups. In ITSM 7.6 you have to know the group before you can assign the person. What I would like to do is implement something similar to what I described above. As such I was thinking it would be cool if it worked the same way as Customer or Contact in the Incident using tooltips. Running AC logs I can see there is a Set Fields and a Message action that does this. The Set field uses a TEMPLATE(HPDCustomerTooltip.html, ...). Any of the documentation is real lean on tool tips of the TEMPLATE function. Where does the HTML doc get stored? Is this something like email templates? If anyone can point me in the right direction or has done something like this before, and information or suggestions would be greatly appreciated. Thanks Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [cid:image001.gif@01CE9E75.BBEBFB50] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Join form question
Hi Folks, I need some help with a join. I'm not sure if this is possible or not. In simple terms, I have two forms, Form A and Form B They have one field in common, lets call it X. Form A has the following values for X: 100 200 300 Form B has two fields X and Y. There may be multiple entries in Form B where X is repeated: XY 10020 10020 10030 20030 20030 20040 30020 Is there a way to join these two forms together so that if I search for Y=20 I will get this: X 100 300 instead of this: X 100 100 300 I have tried a number of variations on inner/outer and switching primary but I haven't been able to get what I want. Thanks for any suggestions you may have. Larry ARS: 7.6.04 SP3 201201302357 on Solaris 10 Oracle 11.2.0.3.0 Larry Robinson Remedy Developer/Admin NC State University Raleigh, NC ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9.
Does anyone have an idea what Form and Field to add an index to? Just thinking that someone might be more intimate with the underlying forms and it would save me doing a log. Gordon - Original Message - From: Joe D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Sent: Wednesday, August 21, 2013 2:00:57 PM Subject: Re: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** I hear you about Chrome. I personally prefer it to IE and Firefox too. I generally use it except during one version of the ARS where Chrome would not display table field column names. It does seem like it might be a indexing problem – it would if you have that many templates (many many thousands.. a few hundreds a templates a table scan would be more efficient..) Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Wednesday, August 21, 2013 1:55 PM To: arslist@ARSLIST.ORG Subject: Re: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. I have IE9 installed and the Mid Tier is extremely slow. I also have Chrome installed. However, I just tested this on another user’s PC with the same image but without installing Chrome, and the Mid Tier is just as slow. I don’t think Chrome is a factor either way, although I use it to interact with Remedy since it is a much faster browser (and the #1 browser used worldwide even though BMC pretends that it doesn’t exist so they don’t have to support it.) Also, I did a quick Google search to see if there is much out there on IE becoming slow as a result of Chrome and couldn’t find much other than a few people asking questions. As to the original question, the template functionality is extremely slow, but that’s because it does a lot of stuff behind the scenes. It also does a weird union back on itself when you select templates (at least in 7.6.4) where you can see the same template multiple times if two or more of your groups have access to the same template, which means it unnecessarily loads the data multiple times, slowing it down further. That being said, if the Mid Tier is tuned according to BMC’s whitepapers, it is an acceptable delay. I guess if you have too many templates you can add some indexes to the template form to see if that helps. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, August 21, 2013 12:39 PM To: arslist@ARSLIST.ORG Subject: Re: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** Just because you mentioned you have FireFox users, I thought I might run by what I think I experience when using multiple browers.. When you experience these delays with IE 9, are they users that have Chrome installed on their devices as well? I recently was told by a colleague when I bitched about IE 9 10 that if you use IE while using Chrome simultaneously, IE tends to crawl. I then noticed this to be true. If IE is used when Chrome is not, it tends to work ok but not when Chrome is used simultaneously – so I have begun to discard IE altogether and just use Chrome or FireFox because IE basically sucks anyways.. Joe From: Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG ] On Behalf Of Gordon Frank Sent: Wednesday, August 21, 2013 12:09 PM To: arslist@ARSLIST.ORG Subject: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. Hello, Has anyone seen this? Service Desk agents experience delays when opening Templates in Remedy while using IE 9. When using Firefox, there are no delays. Because of Firefox quirkiness, Firefox is not always an option. These delays can be from 5 secs. to 45 secs., which can cause significant delays to the Service Desk agents performance. Templates are created to aid in speeding up the Service Desk agents work, but are not being utilized to the fullest extent because of the delays. Gordon Frank _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here . If you cannot access hyperlink, please e-mail sender. _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: Tool Tips and Assigned Person
In ITSM 7.6.4 I can go to the Assignee field (say on Incident) type in Christie and press enter. When I do the system fills in my support group my name in the assignee field. I do this a lot when assignee tickets. You might want to double check this on your system. Note: it does expect you to key in the display name not the user id. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, August 21, 2013 11:09 AM To: arslist@ARSLIST.ORG Subject: Tool Tips and Assigned Person ** Hi All, Here I have a case where the users want in the new, as it was in the old. In our 6.3 implementation, in the Assigned Person field you can type in part of person's name, and press enter. If there is only one match then the Assigned Group and Person get populated. If there are multiple matches then a list is displayed with the Assigned Person and Groups. In ITSM 7.6 you have to know the group before you can assign the person. What I would like to do is implement something similar to what I described above. As such I was thinking it would be cool if it worked the same way as Customer or Contact in the Incident using tooltips. Running AC logs I can see there is a Set Fields and a Message action that does this. The Set field uses a TEMPLATE(HPDCustomerTooltip.html, ...). Any of the documentation is real lean on tool tips of the TEMPLATE function. Where does the HTML doc get stored? Is this something like email templates? If anyone can point me in the right direction or has done something like this before, and information or suggestions would be greatly appreciated. Thanks Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _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
Re: Tool Tips and Assigned Person
Mark, Yes, you can type in the assignee name and press enter (first name, not last name like customer field). If the person belongs to more than one support group, a list is displayed. If you want to search using last name, enclose the last name in double quotes and the search will work. The template that is referred to in the set field action is the information presented in the Hover field when you hover over either customer or assignee field. Thanks, Anusha From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, August 21, 2013 2:32 PM To: arslist@ARSLIST.ORG Subject: Re: Tool Tips and Assigned Person ** In ITSM 7.6.4 I can go to the Assignee field (say on Incident) type in Christie and press enter. When I do the system fills in my support group my name in the assignee field. I do this a lot when assignee tickets. You might want to double check this on your system. Note: it does expect you to key in the display name not the user id. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, August 21, 2013 11:09 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Tool Tips and Assigned Person ** Hi All, Here I have a case where the users want in the new, as it was in the old. In our 6.3 implementation, in the Assigned Person field you can type in part of person's name, and press enter. If there is only one match then the Assigned Group and Person get populated. If there are multiple matches then a list is displayed with the Assigned Person and Groups. In ITSM 7.6 you have to know the group before you can assign the person. What I would like to do is implement something similar to what I described above. As such I was thinking it would be cool if it worked the same way as Customer or Contact in the Incident using tooltips. Running AC logs I can see there is a Set Fields and a Message action that does this. The Set field uses a TEMPLATE(HPDCustomerTooltip.html, ...). Any of the documentation is real lean on tool tips of the TEMPLATE function. Where does the HTML doc get stored? Is this something like email templates? If anyone can point me in the right direction or has done something like this before, and information or suggestions would be greatly appreciated. Thanks Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [email-Logo-031813] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _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 inline: image001.gif
Open Remedy Attachment from URL in web browser
Hello List members, I'm looking for a way to be able to open up an attachment from a Remedy form just through a URL. I've search and found articles regarding building an active link using the PERFORM-ACTION-OPEN-URL function, however I'm looking to see if there is a way to put a command within the URL to open the attachment automatically. For instance, you can build URLs to open up a Remedy form in search mode, search based on a qualification and show the results. Below is an example of how I'm searching and bringing back results with an URL: http://midtier/arsys/forms/appserver/Remedy Form/Default+Admin+View/?mode=Queryqual='Field Name'%3D%22Field Value%22 or http://remedymidtier/arsys/forms/remedy/KS_ACC_Attachment/Default+Admin+View/?mode=Queryqual='Request ID'%3D%22Request ID Value%22 Does anyone know of way or if it's even possible to put in more functions/command on the URL to open the attachment stored within an attachment field on that Remedy form? The end result I am looking for is that an end user would click the link and the attachment would open automatically or at least present them with the box that allows them to save or open the file. Thanks for the help! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9.
IE and Chrome being slow together is an OS issue - probably too little RAM. Or - your IE is a gateway to virus and you are actually a TORRENT site when it is open and not active by the user. Or - something else :) -John On Wed, Aug 21, 2013 at 12:55 PM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** I have IE9 installed and the Mid Tier is extremely slow. I also have Chrome installed. However, I just tested this on another user’s PC with the same image but without installing Chrome, and the Mid Tier is just as slow. I don’t think Chrome is a factor either way, although I use it to interact with Remedy since it is a much faster browser (and the #1 browser used worldwide even though BMC pretends that it doesn’t exist so they don’t have to support it.) Also, I did a quick Google search to see if there is much out there on IE becoming slow as a result of Chrome and couldn’t find much other than a few people asking questions. ** ** As to the original question, the template functionality is extremely slow, but that’s because it does a lot of stuff behind the scenes. It also does a weird union back on itself when you select templates (at least in 7.6.4) where you can see the same template multiple times if two or more of your groups have access to the same template, which means it unnecessarily loads the data multiple times, slowing it down further. That being said, if the Mid Tier is tuned according to BMC’s whitepapers, it is an acceptable delay. I guess if you have too many templates you can add some indexes to the template form to see if that helps. ** ** Thanks, * * *Shawn Pierson * Remedy Developer | Energy Transfer ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Joe D'Souza *Sent:* Wednesday, August 21, 2013 12:39 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** ** ** Just because you mentioned you have FireFox users, I thought I might run by what I think I experience when using multiple browers.. ** ** When you experience these delays with IE 9, are they users that have Chrome installed on their devices as well? I recently was told by a colleague when I bitched about IE 9 10 that if you use IE while using Chrome simultaneously, IE tends to crawl. I then noticed this to be true. If IE is used when Chrome is not, it tends to work ok but not when Chrome is used simultaneously – so I have begun to discard IE altogether and just use Chrome or FireFox because IE basically sucks anyways.. ** ** Joe ** ** -- *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Gordon Frank *Sent:* Wednesday, August 21, 2013 12:09 PM *To:* arslist@ARSLIST.ORG *Subject:* Service Desk agents experience delays when opening Templates in Remedy while using Internet Explorer 9. ** ** Hello, Has anyone seen this? Service Desk agents experience delays when opening Templates in Remedy while using IE 9. When using Firefox, there are no delays. Because of Firefox quirkiness, Firefox is not always an option. These delays can be from 5* *** secs. to 45 secs., which can cause significant delays to the Service Desk* *** agents performance. Templates are created to aid in speeding up the Service Desk agents work, but are not being utilized to the fullest extent because of the delays. Gordon Frank _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ -- *John Sundberg* Kinetic Data, Inc. Your Business. Your Process. 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Open Remedy Attachment from URL in web browser
One idea could be to make a specific view for doing this. Do the open url on that view. On that view have a On Window Loaded action to Perform-Action-Open-Attachment (check what the exact run process verbiage is) Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie Sent: Wednesday, August 21, 2013 2:52 PM To: arslist@ARSLIST.ORG Subject: Open Remedy Attachment from URL in web browser Hello List members, I'm looking for a way to be able to open up an attachment from a Remedy form just through a URL. I've search and found articles regarding building an active link using the PERFORM-ACTION-OPEN-URL function, however I'm looking to see if there is a way to put a command within the URL to open the attachment automatically. For instance, you can build URLs to open up a Remedy form in search mode, search based on a qualification and show the results. Below is an example of how I'm searching and bringing back results with an URL: http://midtier/arsys/forms/appserver/Remedy Form/Default+Admin+View/?mode=Queryqual='Field Name'%3D%22Field Value%22 or http://remedymidtier/arsys/forms/remedy/KS_ACC_Attachment/Default+Admin+View /?mode=Queryqual='Request ID'%3D%22Request ID Value%22 Does anyone know of way or if it's even possible to put in more functions/command on the URL to open the attachment stored within an attachment field on that Remedy form? The end result I am looking for is that an end user would click the link and the attachment would open automatically or at least present them with the box that allows them to save or open the file. Thanks for the help! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Open Remedy Attachment from URL in web browser
Keep in mind that how attachments are handled is a browser-side setting, so there's not really a way to force what you are requesting if it's not already set up with a handler application to open automatically. If the PERFORM-ACTION-OPEN-URL function isn't working, that's probably because your browser isn't set up to open that file extension automatically. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie Sent: Wednesday, August 21, 2013 1:52 PM To: arslist@ARSLIST.ORG Subject: Open Remedy Attachment from URL in web browser Hello List members, I'm looking for a way to be able to open up an attachment from a Remedy form just through a URL. I've search and found articles regarding building an active link using the PERFORM-ACTION-OPEN-URL function, however I'm looking to see if there is a way to put a command within the URL to open the attachment automatically. For instance, you can build URLs to open up a Remedy form in search mode, search based on a qualification and show the results. Below is an example of how I'm searching and bringing back results with an URL: http://midtier/arsys/forms/appserver/Remedy Form/Default+Admin+View/?mode=Queryqual='Field Name'%3D%22Field Value%22 or http://remedymidtier/arsys/forms/remedy/KS_ACC_Attachment/Default+Admin+View/?mode=Queryqual='Request ID'%3D%22Request ID Value%22 Does anyone know of way or if it's even possible to put in more functions/command on the URL to open the attachment stored within an attachment field on that Remedy form? The end result I am looking for is that an end user would click the link and the attachment would open automatically or at least present them with the box that allows them to save or open the file. Thanks for the help! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Bug in archgid?? Could has anyone else encountered this??
This is development on base mode as we are working on a 100% home grown system at the moment. The form the filter is firing on is home grown in base mode many versions before 7.6.4. The current development effort on that app is all in the base mode as well. The field references were changed in AL's on those fields, and filters on those fields if the filter was not using those fields in a Set Field operation using WSDL as transaction type. Its just not changed in the field mappings of the WSDL. The more I think about it, the more I think it's a bug and a oversight in the design of the archgid. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, August 21, 2013 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: Bug in archgid?? Could has anyone else encountered this?? Sorry . I thought hosting a web service and mapping to fields, not consuming and mapping to fields. (That is what I get for trying to switch to decaf) I wonder if it is an issue with Overlays and archgid. My experience on 7.6.4 with all custom pure base mode was it worked (even in filter plugin mappings). Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, August 21, 2013 12:56 PM To: arslist@ARSLIST.ORG Subject: Re: Bug in archgid?? Could has anyone else encountered this?? ** Fred, Thanks for your response.. This has nothing to do with the Mid-tier cache. Maybe I was not quite that clear when explaining the issue and what exactly I had done / was doing. I have a filter where I was consuming an external WSDL, and I had my input and output mappings. I had to change some of the field ID's for the purpose of organization from let say 800101600 to 800101300 on lets say a field called $Start Date$. In the filter mapping before the change everything looks nice - as in the element startDate mapped to $Start Date$. Post archgid, the mapping looked like startDate to 800,101,600 indicating that in the filter definitions itself, the ID was not changed although the archgid reported that it successfully updated field ID's in filter definitions. Flushing the Mid-Tier cache would be applicable if it was a WSDL I was publishing and had made changes to it. While consuming a WSDL using a Filter, the Mid-Tier does not even come into the picture - its just the AR Server WSDL Plugin that is used and all the filter definitions are stored in the database. This is why it appears to be a bug with the archgid where it appears like it does not actually change the ID's of the fields that are mapped in the Set Fields actions of a Filter. Before reporting this bug to BMC, I wanted to see if anyone else has experienced this on other versions. I am on AR Server 7.6.04 Patch 003. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, August 21, 2013 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: Bug in archgid?? Could has anyone else encountered this?? Did you flush the Mid-Tier cache? Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Tuesday, August 20, 2013 8:36 PM To: arslist@ARSLIST.ORG Subject: Bug in archgid?? Could has anyone else encountered this?? ** I used archgid to change the field ID's of a few fields that were used in the Set Fields mapping of Filters that called a WSDL to set some fields. I noticed that although archgid ran with no errors claiming to have succesfully updated field ID's in filter definitions, none of the mappings were updated with the new field ID's in those filters that had that WSDL call using these fields mapped to its inputs. Is this an oversight by or just 'working as designed' as far as the archgid is concerned? I recall reading exceptions such as ID's contained in macros, or Direct SQLs would not get modified using archgid but do not recall the same exception to have been made with the Set Fields mappings for actions using WSDL to set fields. Has anyone else noticed this and reported this to BMC Support? Joe _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: Open Remedy Attachment from URL in web browser
Is this a custom form? You can create a View field on that form (maybe in a view by itself). Then using workflow you can open the attachment in the view field. Your URL will be something like http://remedymidtier/arsys/forms/remedy/KS_ACC_Attachment/ Name of the view with the View field in it /?mode=Queryqual='Request ID'%3D%22Request ID Value%22 Thanks, Anusha -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie Sent: Wednesday, August 21, 2013 2:52 PM To: arslist@ARSLIST.ORG Subject: Open Remedy Attachment from URL in web browser Hello List members, I'm looking for a way to be able to open up an attachment from a Remedy form just through a URL. I've search and found articles regarding building an active link using the PERFORM-ACTION-OPEN-URL function, however I'm looking to see if there is a way to put a command within the URL to open the attachment automatically. For instance, you can build URLs to open up a Remedy form in search mode, search based on a qualification and show the results. Below is an example of how I'm searching and bringing back results with an URL: http://midtier/arsys/forms/appserver/Remedy Form/Default+Admin+View/?mode=Queryqual='Field Name'%3D%22Field Value%22 or http://remedymidtier/arsys/forms/remedy/KS_ACC_Attachment/Default+Admin+View/?mode=Queryqual='Request ID'%3D%22Request ID Value%22 Does anyone know of way or if it's even possible to put in more functions/command on the URL to open the attachment stored within an attachment field on that Remedy form? The end result I am looking for is that an end user would click the link and the attachment would open automatically or at least present them with the box that allows them to save or open the file. Thanks for the help! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Join form question
It appears like you are looking for a join between A and distinct of B, which is only possible if you customize your system such that you actually create a view containing distinct values of B, and then use that to create a join with A. Otherwise as far as the AR System is concerned that second or third or fourth row it might see of 100 if you had that many, are separate rows. No way for it to know that you are seeking for distinct values. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of L G Robinson Sent: Wednesday, August 21, 2013 2:14 PM To: arslist@ARSLIST.ORG Subject: Join form question ** Hi Folks, I need some help with a join. I'm not sure if this is possible or not. In simple terms, I have two forms, Form A and Form B They have one field in common, lets call it X. Form A has the following values for X: 100 200 300 Form B has two fields X and Y. There may be multiple entries in Form B where X is repeated: XY 10020 10020 10030 20030 20030 20040 30020 Is there a way to join these two forms together so that if I search for Y=20 I will get this: X 100 300 instead of this: X 100 100 300 I have tried a number of variations on inner/outer and switching primary but I haven't been able to get what I want. Thanks for any suggestions you may have. Larry ARS: 7.6.04 SP3 201201302357 on Solaris 10 Oracle 11.2.0.3.0 Larry Robinson Remedy Developer/Admin NC State University Raleigh, NC _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: Join form question
With both tables, this should work... SELECT DISTINCT(A.X) FROM A INNER JOIN B ON A.X=B.X WHERE B.Y=20 However, it seems like you don't really need a join - probably because you kept the description simple. SELECT DISTINCT(B.X) FROM B WHERE B.Y=20 If the second SQL statement yields the correct results, then the first should work for the join. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, August 21, 2013 4:07 PM To: arslist@ARSLIST.ORG Subject: Re: Join form question ** It appears like you are looking for a join between A and distinct of B, which is only possible if you customize your system such that you actually create a view containing distinct values of B, and then use that to create a join with A. Otherwise as far as the AR System is concerned that second or third or fourth row it might see of 100 if you had that many, are separate rows. No way for it to know that you are seeking for distinct values. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of L G Robinson Sent: Wednesday, August 21, 2013 2:14 PM To: arslist@ARSLIST.ORG Subject: Join form question ** Hi Folks, I need some help with a join. I'm not sure if this is possible or not. In simple terms, I have two forms, Form A and Form B They have one field in common, lets call it X. Form A has the following values for X: 100 200 300 Form B has two fields X and Y. There may be multiple entries in Form B where X is repeated: XY 10020 10020 10030 20030 20030 20040 30020 Is there a way to join these two forms together so that if I search for Y=20 I will get this: X 100 300 instead of this: X 100 100 300 I have tried a number of variations on inner/outer and switching primary but I haven't been able to get what I want. Thanks for any suggestions you may have. Larry ARS: 7.6.04 SP3 201201302357 on Solaris 10 Oracle 11.2.0.3.0 Larry Robinson Remedy Developer/Admin NC State University Raleigh, NC _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: Join form question
Hi Joe, Thanks for the reply. This create a view containing distinct values of B sounds intriguing. Is that something I can do with Dev Studio or do I have to create that directly on the DB? I didn't see anything in the view properties in Dev Studio. Thanks. Larry On Wed, Aug 21, 2013 at 4:06 PM, Joe D'Souza jdso...@shyle.net wrote: ** It appears like you are looking for a join between A and distinct of B, which is only possible if you customize your system such that you actually create a view containing distinct values of B, and then use that to create a join with A. ** ** Otherwise as far as the AR System is concerned that second or third or fourth row it might see of 100 if you had that many, are separate rows. No way for it to know that you are seeking for distinct values. ** ** Joe ** ** -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *L G Robinson *Sent:* Wednesday, August 21, 2013 2:14 PM *To:* arslist@ARSLIST.ORG *Subject:* Join form question ** ** ** Hi Folks, ** ** I need some help with a join. I'm not sure if this is possible or not. ** ** In simple terms, I have two forms, Form A and Form B ** ** They have one field in common, lets call it X. ** ** Form A has the following values for X: 100 200 300 ** ** Form B has two fields X and Y. There may be multiple entries in Form B where X is repeated: ** ** XY 10020 10020 10030 20030 20030 20040 30020 ** ** Is there a way to join these two forms together so that if I search for Y=20 I will get this: ** ** X 100 300 ** ** instead of this: ** ** X 100 100 300 ** ** I have tried a number of variations on inner/outer and switching primary but I haven't been able to get what I want. ** ** Thanks for any suggestions you may have. Larry ** ** ARS: 7.6.04 SP3 201201302357 on Solaris 10 Oracle 11.2.0.3.0 ** ** ** ** Larry Robinson Remedy Developer/Admin NC State University Raleigh, NC _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: Join form question
Directly in the DB and then to keep the rest of the stuff more at ARS level, build a view form on top of that view. Then do a join the ARS way. So the only external dependency would be the creation of that distinct listing by way of the view. (Create view as select distinct...) So step one would be create that view. Step two would be create a view form in the Remedy system feeding off from that DB view that you created. And Step 3 would be to create the join. ALTERNATELY you could create the entire view at DB level including the inner join as James suggested and then create a View form on top of that. That however would mean that the view would depend on 2 forms so changes on any of those two forms could impact that DB view. Personally I would go with the less impact - create view of the form that needs that distinct listing (first method described here).. That method would impact the view only if you make changes to the form that the view is based out of by renaming field names. Cheers Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of L G Robinson Sent: Wednesday, August 21, 2013 4:37 PM To: arslist@ARSLIST.ORG Subject: Re: Join form question ** Hi Joe, Thanks for the reply. This create a view containing distinct values of B sounds intriguing. Is that something I can do with Dev Studio or do I have to create that directly on the DB? I didn't see anything in the view properties in Dev Studio. Thanks. Larry On Wed, Aug 21, 2013 at 4:06 PM, Joe D'Souza jdso...@shyle.net wrote: ** It appears like you are looking for a join between A and distinct of B, which is only possible if you customize your system such that you actually create a view containing distinct values of B, and then use that to create a join with A. Otherwise as far as the AR System is concerned that second or third or fourth row it might see of 100 if you had that many, are separate rows. No way for it to know that you are seeking for distinct values. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of L G Robinson Sent: Wednesday, August 21, 2013 2:14 PM To: arslist@ARSLIST.ORG Subject: Join form question ** Hi Folks, I need some help with a join. I'm not sure if this is possible or not. In simple terms, I have two forms, Form A and Form B They have one field in common, lets call it X. Form A has the following values for X: 100 200 300 Form B has two fields X and Y. There may be multiple entries in Form B where X is repeated: XY 10020 10020 10030 20030 20030 20040 30020 Is there a way to join these two forms together so that if I search for Y=20 I will get this: X 100 300 instead of this: X 100 100 300 I have tried a number of variations on inner/outer and switching primary but I haven't been able to get what I want. Thanks for any suggestions you may have. Larry ARS: 7.6.04 SP3 201201302357 on Solaris 10 Oracle 11.2.0.3.0 Larry Robinson Remedy Developer/Admin NC State University Raleigh, NC _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
Adding Index to Email form on v7.6.04
Hi All, I am working through ARS upgrade from v5.1.2 to v8.1. Currently, on v7.6.04. After upgrading email engine I noticed that some indices were dropped on v7.6.04. We have some custom fields on AR System Email Mesages form and we had index on one of those custom fields. Now I am trying to figure out, what is the best way to add an index. Here's what I tried : Created form and view overlay of AR System Email Messages form and added index(to the overlay) in Best Practice Customization mode. But when I check for the indices by going to Base Development mode although it it there on Overlay in Best Practice Customization mode., I do not see that index. Do I also need to go to Base Development mode and add that index and save the form? I am still confused when to use Best Practice Customization Mode and when to use Base Development mode? As we will be running ARS and Email Engine upgrade from v7.6.04 to v8.1 pretty soon. Also, the index length used to be limited to 255 on v5.1.2, did that change and the limit has been increased in v.7.6.04? As I was able to add index but I got a warning message saying - Index length longer than 255 bytes may not work on all databases: AR System Email Messages.(DB is Oracle 10g). Please advise. Thanks in advance, Raj ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Adding Index to Email form on v7.6.04
Raj, You should not be in base development mode ever (for the most part)and no, you won't see an index created in overlay in base, because the only things you see in base are things that were there when BMC shipped them...and it wasn't there, so you won't see it :) On Wed, Aug 21, 2013 at 3:25 PM, Raj ravi6...@gmail.com wrote: ** Hi All, I am working through ARS upgrade from v5.1.2 to v8.1. Currently, on v7.6.04. After upgrading email engine I noticed that some indices were dropped on v7.6.04. We have some custom fields on AR System Email Mesages form and we had index on one of those custom fields. Now I am trying to figure out, what is the best way to add an index. Here's what I tried : Created form and view overlay of AR System Email Messages form and added index(to the overlay) in Best Practice Customization mode. But when I check for the indices by going to Base Development mode although it it there on Overlay in Best Practice Customization mode., I do not see that index. Do I also need to go to Base Development mode and add that index and save the form? I am still confused when to use Best Practice Customization Mode and when to use Base Development mode? As we will be running ARS and Email Engine upgrade from v7.6.04 to v8.1 pretty soon. Also, the index length used to be limited to 255 on v5.1.2, did that change and the limit has been increased in v.7.6.04? As I was able to add index but I got a warning message saying - Index length longer than 255 bytes may not work on all databases: AR System Email Messages.(DB is Oracle 10g). Please advise. Thanks in advance, Raj _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: Sequence issue in Request ID while creating tickets
Hi Tim,
We are not running server group. There is only one Ar server.
On Thursday, 22 August 2013, Timothy Powell wrote:
**
Kathy,
Are you running a server group or have multiple AR servers interacting
with the same database? I saw that Lisa Singh had asked the same question,
but didn’t see an answer. We too have experienced what Lisa experienced. In
our case, we had a backup ARServer that only a couple of people used and
that server would vend numbers from its cached block of numbers that could
be off as much as 2000-3000 from the server that the majority of the users
were utilizing.
** **
Tim
** **
*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG javascript:_e({}, 'cvml', 'arslist@ARSLIST.ORG');] *On
Behalf Of *Hennigan, Sandra
*Sent:* Wednesday, August 21, 2013 8:35 AM
*To:* arslist@ARSLIST.ORG javascript:_e({}, 'cvml',
'arslist@ARSLIST.ORG');
*Subject:* Re: Sequence issue in Request ID while creating tickets
** **
**
Karthick,
** **
Remedy will roll thru the waiting messages, trying to add a new ticket and
assign a request ID then fail if a request cannot be submitted then starts
back at the messages again.
** **
After a message has been processed, I have workflow to set the Status to
Closed and workflow set to ignore messages with a Status of Closed.
** **
Thank you,
** **
Sandra Hennigan
Remedy Developer
** **
*From:* Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] *On Behalf Of *Karthick S
*Sent:* Wednesday, August 21, 2013 8:13 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Sequence issue in Request ID while creating tickets
** **
**
Hi Sandra,
** **
You are correct we have integration, were tickets will be create through
that as well.
** **
Actually in dev the integration is switched off.
** **
Regards.
** **
On Wed, Aug 21, 2013 at 9:41 PM, Hennigan, Sandra
sandra.henni...@usdoj.gov wrote:
**
Just an idea – do you have incoming email workflow to create tickets? If
yes, check the messages to be sure they have been processed. The
unprocessed messages can cause jumps in request IDs.
Thank you,
Sandra Hennigan
Remedy Developer
*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *Karthick S
*Sent:* Wednesday, August 21, 2013 6:25 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Sequence issue in Request ID while creating tickets
**
Hi Misi,
My remedy version is 7.1 version.
On Wed, Aug 21, 2013 at 6:36 PM, Misi Mladoniczky m...@rrr.se wrote:
H
_ARSlist: Where the Answers Are and have been for 20 years_
--
**
**
*Thanks and Regards,*
*Karthick S*
___
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Where the Answers Are, and have been for 20 years
Escalation
Hi, I do not want an escalation to run. I disabled the escalation via the Dev Studio and restarted the AR System services. I did not go into ar.cfg and set Disable Escalations to True. Is there another way to stop the escalation from running? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Adding Index to Email form on v7.6.04
While most of your questions have been answered by Fred and LJ I would like to further comment on the index length bit. It is correct that a few years ago most databases would not allow you to create indexes if the fields selected to index were bigger than 255 characters. I had this exact same question about 2 or 3 years ago, when I found workflow in the ITSM that had GUIDs that were OTB set to fields with length 255. I had pointed out to BMC Support that they had these fields that were indexed that were only used to set GUID's and were 255 characters, and I thought this might be a problem. Its then that I learnt from Doug Meuller as well as BMC Support with who I had a ticket raised that the 255 characters limitation per field had long been removed by almost all databases. Most databases now have other criteria to limit the lengnt of indexes. MS-SQL for e.g goes by total length of all indexed fields on an index if I recall right. So you would need to look at what the limits on the specific database that you are working on is. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Raj Sent: Wednesday, August 21, 2013 5:26 PM To: arslist@ARSLIST.ORG Subject: Adding Index to Email form on v7.6.04 ** Hi All, I am working through ARS upgrade from v5.1.2 to v8.1. Currently, on v7.6.04. After upgrading email engine I noticed that some indices were dropped on v7.6.04. We have some custom fields on AR System Email Mesages form and we had index on one of those custom fields. Now I am trying to figure out, what is the best way to add an index. Here's what I tried : Created form and view overlay of AR System Email Messages form and added index(to the overlay) in Best Practice Customization mode. But when I check for the indices by going to Base Development mode although it it there on Overlay in Best Practice Customization mode., I do not see that index. Do I also need to go to Base Development mode and add that index and save the form? I am still confused when to use Best Practice Customization Mode and when to use Base Development mode? As we will be running ARS and Email Engine upgrade from v7.6.04 to v8.1 pretty soon. Also, the index length used to be limited to 255 on v5.1.2, did that change and the limit has been increased in v.7.6.04? As I was able to add index but I got a warning message saying - Index length longer than 255 bytes may not work on all databases: AR System Email Messages.(DB is Oracle 10g). Please advise. Thanks in advance, Raj ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Escalation
Pretend to appear stern very angry when disabling those Escalations :-) I'm kidding. I think you have done what needs to be - Are you having a problem despite having done these steps? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt Sent: Wednesday, August 21, 2013 6:13 PM To: arslist@ARSLIST.ORG Subject: Escalation Hi, I do not want an escalation to run. I disabled the escalation via the Dev Studio and restarted the AR System services. I did not go into ar.cfg and set Disable Escalations to True. Is there another way to stop the escalation from running? _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: Join form question
Thanks Joe and James. Excellent suggestions. Larry On Wed, Aug 21, 2013 at 4:53 PM, Joe D'Souza jdso...@shyle.net wrote: ** Directly in the DB and then to keep the rest of the stuff more at ARS level, build a view form on top of that view. Then do a join the ARS way. So the only external dependency would be the creation of that distinct listing by way of the view. (Create view as select distinct…..) ** ** So step one would be create that view. Step two would be create a view form in the Remedy system feeding off from that DB view that you created. And Step 3 would be to create the join. ** ** ALTERNATELY you could create the entire view at DB level including the inner join as James suggested and then create a View form on top of that. That however would mean that the view would depend on 2 forms so changes on any of those two forms could impact that DB view. ** ** Personally I would go with the less impact – create view of the form that needs that distinct listing (first method described here).. That method would impact the view only if you make changes to the form that the view is based out of by renaming field names. ** ** Cheers ** ** Joe ** ** -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *L G Robinson *Sent:* Wednesday, August 21, 2013 4:37 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Join form question ** ** ** Hi Joe, ** ** Thanks for the reply. This create a view containing distinct values of B sounds intriguing. Is that something I can do with Dev Studio or do I have to create that directly on the DB? I didn't see anything in the view properties in Dev Studio. ** ** Thanks. Larry ** ** On Wed, Aug 21, 2013 at 4:06 PM, Joe D'Souza jdso...@shyle.net wrote:*** * ** It appears like you are looking for a join between A and distinct of B, which is only possible if you customize your system such that you actually create a view containing distinct values of B, and then use that to create a join with A. Otherwise as far as the AR System is concerned that second or third or fourth row it might see of 100 if you had that many, are separate rows. No way for it to know that you are seeking for distinct values. Joe -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *L G Robinson *Sent:* Wednesday, August 21, 2013 2:14 PM *To:* arslist@ARSLIST.ORG *Subject:* Join form question ** Hi Folks, I need some help with a join. I'm not sure if this is possible or not. In simple terms, I have two forms, Form A and Form B They have one field in common, lets call it X. Form A has the following values for X: 100 200 300 Form B has two fields X and Y. There may be multiple entries in Form B where X is repeated: XY 10020 10020 10030 20030 20030 20040 30020 Is there a way to join these two forms together so that if I search for Y=20 I will get this: X 100 300 instead of this: X 100 100 300 I have tried a number of variations on inner/outer and switching primary but I haven't been able to get what I want. Thanks for any suggestions you may have. Larry ARS: 7.6.04 SP3 201201302357 on Solaris 10 Oracle 11.2.0.3.0 Larry Robinson Remedy Developer/Admin NC State University Raleigh, NC _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ** ** _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Adding Index to Email form on v7.6.04
If I remember correctly you couldn't work with indexes in Best Practice mode until 8.0, maybe 8.1. That and deployable apps are the two major limitations that I seem to to remember from the initial release of Overlays. Jason ** Raj, You should not be in base development mode ever (for the most part)and no, you won't see an index created in overlay in base, because the only things you see in base are things that were there when BMC shipped them...and it wasn't there, so you won't see it :) On Wed, Aug 21, 2013 at 3:25 PM, Raj ravi6...@gmail.com wrote: ** Hi All, I am working through ARS upgrade from v5.1.2 to v8.1. Currently, on v7.6.04. After upgrading email engine I noticed that some indices were dropped on v7.6.04. We have some custom fields on AR System Email Mesages form and we had index on one of those custom fields. Now I am trying to figure out, what is the best way to add an index. Here's what I tried : Created form and view overlay of AR System Email Messages form and added index(to the overlay) in Best Practice Customization mode. But when I check for the indices by going to Base Development mode although it it there on Overlay in Best Practice Customization mode., I do not see that index. Do I also need to go to Base Development mode and add that index and save the form? I am still confused when to use Best Practice Customization Mode and when to use Base Development mode? As we will be running ARS and Email Engine upgrade from v7.6.04 to v8.1 pretty soon. Also, the index length used to be limited to 255 on v5.1.2, did that change and the limit has been increased in v.7.6.04? As I was able to add index but I got a warning message saying - Index length longer than 255 bytes may not work on all databases: AR System Email Messages.(DB is Oracle 10g). Please advise. Thanks in advance, Raj _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: Tool Tips and Assigned Person
Mark, AR System Resource Definitions is the form where all tooltip records are maintained. If you want to modify HPDCustomerTooltip.html record then, 1. Go to AR System Resource Definitions form 2. Search for HPDCustomerTooltip.html 3. Save the html file to your local machine and add fields/modify the html file 4. Save it back in AR System Resource Definitions. Hope it helps! Regards, Shadab From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, August 21, 2013 11:39 PM To: arslist@ARSLIST.ORG Subject: Tool Tips and Assigned Person ** Hi All, Here I have a case where the users want in the new, as it was in the old. In our 6.3 implementation, in the Assigned Person field you can type in part of person's name, and press enter. If there is only one match then the Assigned Group and Person get populated. If there are multiple matches then a list is displayed with the Assigned Person and Groups. In ITSM 7.6 you have to know the group before you can assign the person. What I would like to do is implement something similar to what I described above. As such I was thinking it would be cool if it worked the same way as Customer or Contact in the Incident using tooltips. Running AC logs I can see there is a Set Fields and a Message action that does this. The Set field uses a TEMPLATE(HPDCustomerTooltip.html, ...). Any of the documentation is real lean on tool tips of the TEMPLATE function. Where does the HTML doc get stored? Is this something like email templates? If anyone can point me in the right direction or has done something like this before, and information or suggestions would be greatly appreciated. Thanks Mark Mark Brittain Remedy Developer ITILv3 Continual Service Improvement NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-634-9337 Mobile: 315-882.5360 [email-Logo-031813] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: Where the Answers Are and have been for 20 years_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Bug in archgid?? Could has anyone else encountered this??
Hello Joe, Wchich version of archgid you are using? -Amol ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
