Re: 1=1, 1=2

[Joe D'Souza]

Word of caution - I have had mixed results not using a qualification in the
Push Fields If, in the Push Fields action without qualifying it, as although
it worked, if I attempted to edit that piece of workflow, for some very
strange reasons, the dev studio would not display details such as the form
name, server name, and the mapping information.

I do not know if this is a recognized bug or not as I didn't really care to
raise a support ticket with Remedy Support as the fix was pretty obvious -
put a qualification that referenced an indexed field ideally the Request ID
to replicate the 1=1 or 1=2 thingy.. I would use Request ID = $NULL$ for
False or Request ID != $NULL$ for True which would not result in a table
scan as the Request ID is a internally indexed field.

The whole point of not using or using the 1=1 or 1=2 if I remember
correctly, is that it performed a table scan although it would not be a
expensive table scan..

Cheers

Joe


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, October 15, 2013 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: 1=1, 1=2

I seem to remember that this was changed back in the 6.x days (although it
may go back as far as 5.1)

It related to doing the lookup on the "If Any Requests Match" criteria of
the push.1=2 (or 0=1) always equal FALSE so the usage was to force ARS
to always do the "If No Requests Match" option of the Push.  The problem was
some databases did a table scan (when you would expect the analyzer to
return no records immediately).

This has been replaced with code in the ARSystem process that specifically
checks for an empty Push qualification having the options of:   
   "If No Requests Match"   Create a New Request   
   "If Any Requests Match"  Take No Action   
This causes the Push to always create a record without doing any lookup in
the database beforehand.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jay Rohrer
Sent: Tuesday, October 15, 2013 1:17 PM
To: arslist@ARSLIST.ORG
Subject: 1=1, 1=2

** 
Back in the day a Push qualification worked better if you did a 1=2 or 1=1
(or similar).  After a version or so the guidance was that doing this caused
(or could) performance issues.

Does anyone remember what version this was "fixed" in?  Or does anyone have
a white paper or other documentation surrounding this issue?

I looked in the KB and Communities but didn't see anything I liked.

Thanks,
Jay Rohrer


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Filter Assigned Group Menu by Contact Compay

[Kalicki, Brian J (IS)]

Good evening List,

I am finally getting around to taking a look at our current customizations 
surrounding "multi-tenancy".  In our case, we have a leveraged service desk 
model, where an individual at the call center has access to multiple tenants.  
So far, we have done a pretty good job of creating workflow (only for Incidents 
at this time)  to not allow an individual with access to multiple tenants to 
"cross company boundaries", primary example is Assigned Group; currently, on 
submit or modify, workflow checks Contact Company against Assigned Support 
Company, if they match, Ok, if not, error.

This particular workflow is causing other issues, so I have decided to look 
into the possibility of filtering the Assigned Group menu for support groups 
related to the selected Contact Company.   Here is what I have done so far:


1.   Created a custom field called "CompanyChk"  and placed this field on 
CTM:Support Group (This will be referred to as the "check field")

2.   Created an ActiveLink on HPD:Help Desk, on Menu selection of Contact 
Company

a.   Push Contact Company to the check field on CTM:Support Group

3.   Modified the menu qualification on HPD:Help Desk; Assigned Group, to 
check Company = CompanyChk

At this point, it works as intended, but since I am not clearing the check 
field, the next person who has access to the particular company will see the 
support groups even if the Contact Company is different for the ticket they are 
creating.  This also goes for tickets they are modifying after submit.

I am afraid that if I put in more workflow to clear the check field, there will 
be A LOT of write activities to the database and cause performance issues.  I 
believe this to be true as I will have to add workflow to clear it after, say 
Submit, but then push the contact company again on modify.


Any ideas or thoughts would be appreciated as I have not been able to find 
anyone else who has attempted the same.

Regards,
--Brian

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Re: opensource software attack BMC?

[Axton]

It was an interesting read, but considering the source, target audience,
and subject, it was very predictable.  Anyone with half a brain could spin
the same topic, with the same target audience any direction they choose.
 That's the beautiful thing about soft costs (those costs that are not
easily quantified); they can be whatever you want them to be because there
are no numbers to support it one way or another.

Take this quote from the article:
"Consider the ripple effect of a software component upgrade. The software
has to be re-tested within the program's systems. Anything that relies on
that software also has to be re-tested since no open source project
thoroughly tests all the potential combinations of frameworks."

Yea, never had to deal with that when upgrading Oracle... with relation to
many COTS products, none the less...

The thing that saddens me about this the most is the amount of money wasted
in producing it.  I am willing to bet, all time included (legal review,
editor review, peer review, authoring, research, publishing) that this
paper cost in excess of $250,000 to produce and publish.  Those support
dollars hard at work...  (notice how I hit on those soft costs?  much like
the paper does?)

Axton Grams


On Tue, Oct 15, 2013 at 5:17 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> The first line says it all   "The following is intended to outline our
> general product direction".
>
> It is nothing but a marketing document to attempt to get more money.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Axton
> Sent: Tuesday, October 15, 2013 5:05 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: opensource software attack BMC?
>
> **
> Will file this in the FUD folder, right next to the op-ed's.  Expecting an
> unbiased evaluation from a vendor with financial interests is a recipe
> for... exactly what I read.  This looks to be nothing more than a marketing
> pitch... It wreaks of desperation as well.
>
> Axton Grams
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of patrick zandi
> Sent: Tuesday, October 15, 2013 10:03 AM
> To: arslist@ARSLIST.ORG
> Subject: opensource software attack BMC?
>
> **
> just so you are aware BMC:: if the backlash on this is to extinguish OSS
> you will be affected..
>
> -- which I find funny because there is some OSS inside oracle's can or
> worms as well.. LOL
>
>
> http://www.oracle.com/us/products/middleware/cloud-app-foundation/weblogic/dod-and-open-source-software-2012277.pdf
>
> --
> Patrick Zandi
>
>
> ___
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>

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Re: opensource software attack BMC?

[Grooms, Frederick W]

The first line says it all   "The following is intended to outline our general 
product direction".

It is nothing but a marketing document to attempt to get more money.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, October 15, 2013 5:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: opensource software attack BMC?

** 
Will file this in the FUD folder, right next to the op-ed's.  Expecting an 
unbiased evaluation from a vendor with financial interests is a recipe for... 
exactly what I read.  This looks to be nothing more than a marketing pitch... 
It wreaks of desperation as well.

Axton Grams

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Tuesday, October 15, 2013 10:03 AM
To: arslist@ARSLIST.ORG
Subject: opensource software attack BMC?

** 
just so you are aware BMC:: if the backlash on this is to extinguish OSS you 
will be affected.. 

-- which I find funny because there is some OSS inside oracle's can or worms as 
well.. LOL

http://www.oracle.com/us/products/middleware/cloud-app-foundation/weblogic/dod-and-open-source-software-2012277.pdf

-- 
Patrick Zandi 

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Re: opensource software attack BMC?

[Axton]

Will file this in the FUD folder, right next to the op-ed's.  Expecting an
unbiased evaluation from a vendor with financial interests is a recipe
for... exactly what I read.  This looks to be nothing more than a marketing
pitch... It wreaks of desperation as well.

Axton Grams


On Tue, Oct 15, 2013 at 10:03 AM, patrick zandi  wrote:

> **
> just so you are aware BMC:: if the backlash on this is to extinguish OSS
> you will be affected..
> -- which I find funny because there is some OSS inside oracle's can or
> worms as well.. LOL
>
>
>
> http://www.oracle.com/us/products/middleware/cloud-app-foundation/weblogic/dod-and-open-source-software-2012277.pdf
>
> --
> Patrick Zandi
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Q: BTN URL underline v8.1 MidTier?

[Jason Miller]

It looks like it went away for a little while.  I have been missing it as
well.  We just upgraded an environment to 8.1 patch 2 with a MT hotfix
MT_8100_2013OCT04_CU_ALL and the underline is back!  I am not sure which
part brought it back.  I was just pleasantly surprised to see it again.

Jason


On Tue, Oct 15, 2013 at 8:18 AM, Susan Palmer  wrote:

> **
> Hi Craig,
>
> We're using v8.1 mid-tier and the underline shows.   Using Display Type =
> URL on the button.  Based on info in Dev Studio, form definition.
>
> Using IE9 and Firefox.  It also works in Chrome although I've been told
> Chrome is not supported.
>
> I didn't do anything special to make that happen.  We did not have
> mid-tier before we upgraded on 10/5/13.
>
> Susan
>
>
>
>
> On Tue, Oct 15, 2013 at 8:43 AM, Craig Carter <
> craig.car...@arpc.denver.af.mil> wrote:
>
>> While testing MidTier v8.1 for upgrade (Windows, Tomcat, IE), noticed the
>> existing button URL objects are no longer underlined. Currently running
>> v7.5p8 and these have been defined and working for years. Can force an
>> underline to show up by modifying the style sheet but I then get underlines
>> on the buttons as well.
>>
>> Can anyone confirm the button code changed in v8.1 (perhaps
>> compatibility/standards) and that the underline is no longer being
>> displayed for btn_url objects? If true, have you figured out a way to
>> easily get them back? Trying to decide whether this is the new expected
>> standard? Submitted a ticket but the response was less than helpful.
>>
>> Craig Carter, RSP
>> Chief, Integration Division
>>
>>
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>>
>
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Re: Email Workflow Generate HPD Ticket

[Carl Wilson]

Hi,
It would be easy to modify the ITSM Email Integration I offer to use a
keyword instead of an email address - it has the facility to do templates
for Incident creation.
Let me know if you are interested in this avenue.

Cheers
Carl

www. missingpiecessoftware.com
 On 15 Oct 2013 12:33, "Randeep Atwal"  wrote:

> **
> Hi Kathy
>
> As Roger said, there is some functionality included with ITSM 8 that does
> this.  So if you have a server with ITSM 8 installed you could do a few
> things:
>
> 1.  Are you considering upgrading to ITSM 8 – there are many major
> enhancements you would also gain as well as generating tickets based on
> email content.
> 2.  If not, you could install ITSM 8 and take a look at the workflow,
> create a def of the needed components, import it to your environment and
> make the necessary tweaks to get it functional.
> 3.  You could build something very simple yourself by doing roughly the
> following steps:
>
> Provision a new mailbox for a system user (could be named after how you
> brand ITSM in your organization.)  (you could create multiple email boxes
> as well – see why you may want to below..)
>
> Configure a new 'incoming' email box using the ARSystem Email
> Configuration (you can read the manual's for details on how to do this)  -
> it will include details such as polling interval, mail server, credentials.
>  It differs slightly based on platform, there is plenty of documentation to
> be found on this.
>
> At this point, sending an email to the new mailbox will create a record in
> the ARSystem Email Messages form.
>
> At this point it becomes a regular AR Development thing.
>
> You can put a filter that operates on submit against the ARSystem Email
> Messages form to copy the incoming email and it's attachments to a staging
> form.  I recommend you do this since trying to create a ticket
> synchronously will affect the speed at which incoming mail arrives which
> can be a long term scalability problem as your incoming email volume
> increases.  Also if there is some hard workflow error, the whole
> transaction rolls back making it hard to troubleshoot.
>
> Once you have the email in a staging form, you can put an escalation that
> runs with a one minute frequency against the form and does a setfield
> against a field you have reserved – you can set it to "RUN" for example.
>
> Then you have a filter that runs on Modify with a qualification of
> 'TR.Special Field' = "RUN"
>
> At this point, the filter can take a few different approaches.  Data
> driving what happens would be a good idea as opposed to building different
> filters for different rules such as the 'provisioning' one you mention.
>
> On an email you will have:
>
> 1.  The mailbox name the email was sent to
> 2.  The senders email address
> 3.  Subject Line
> 4.  Body
> 5.  Attachment
>
> From the use case you mention, you are looking for a keyword to indicate
> that the email contains provisioning, if so route to group x.
>
> I would assume that you can educate your users that if their Subject Line
> starts with Provisioning, and they send to this email box, it will create a
> ticket and assign it to provisioning.
>
> So you could build a form with these columns:
>
> 1.EmailBox
> 2. Subject Keyword
> 3.  Assigned Group
> 4.  Assigned Company
> 5.  Assigned Organization
>
> Or if you wanted to be more flexible, you could say:
>
> 1.EmailBox
> 2. Subject Keyword
> 3.  Incident Template ID (Referencing an Incident Template ID)  - this
> allow you to even categorize the ticket, apply impact, urgency and priority
> by modifying the template associated.
>
>
> So you build a filter looking up the needed values, based on your incoming
> data.  If you are on a case sensitive platform, converting all to lower
> case is a good idea.  You will essentially be wildcarding if you use
> subject line, but if you set up different mailboxes for different routing
> requirements, it is easier to have exact matching if you can educate users
> to send to different email boxes based on what is needed.
>
> Hope this helps you figure out a way forward…
>
> Randeep
>
>
>
>
> From: Kathy Morris 
> Reply-To: 
> Date: Tue, 15 Oct 2013 14:28:50 -0400
> To: 
> Subject: Re: Email Workflow Generate HPD Ticket
>
> **
>
> **
>
> We are on 7.6.4 AR System/ITSM – is this done through email templates with
> 7.6.4?  I did not see this on the communities – I saw lots of email
> questions, but not the code specific to building this workflow.  If anyone
> can shed some light on how this can be done, it would be greatly
> appreciated.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Rjustice
> *Sent:* Tuesday, October 15, 2013 2:03 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Email Workflow Generate HPD Ticket
>
> ** **
>
> ** 
>
> There is a rules based email engine the was released with ARS/ITSM 8 that
> allows this to be done. The original code may be on communitie

Re: Email Workflow Generate HPD Ticket

[Randeep Atwal]

Hi Kathy

As Roger said, there is some functionality included with ITSM 8 that does
this.  So if you have a server with ITSM 8 installed you could do a few
things:

1.  Are you considering upgrading to ITSM 8 ­ there are many major
enhancements you would also gain as well as generating tickets based on
email content.
2.  If not, you could install ITSM 8 and take a look at the workflow, create
a def of the needed components, import it to your environment and make the
necessary tweaks to get it functional.
3.  You could build something very simple yourself by doing roughly the
following steps:

Provision a new mailbox for a system user (could be named after how you
brand ITSM in your organization.)  (you could create multiple email boxes as
well ­ see why you may want to below..)

Configure a new 'incoming' email box using the ARSystem Email Configuration
(you can read the manual's for details on how to do this)  - it will include
details such as polling interval, mail server, credentials.  It differs
slightly based on platform, there is plenty of documentation to be found on
this.

At this point, sending an email to the new mailbox will create a record in
the ARSystem Email Messages form.

At this point it becomes a regular AR Development thing.

You can put a filter that operates on submit against the ARSystem Email
Messages form to copy the incoming email and it's attachments to a staging
form.  I recommend you do this since trying to create a ticket synchronously
will affect the speed at which incoming mail arrives which can be a long
term scalability problem as your incoming email volume increases.  Also if
there is some hard workflow error, the whole transaction rolls back making
it hard to troubleshoot.

Once you have the email in a staging form, you can put an escalation that
runs with a one minute frequency against the form and does a setfield
against a field you have reserved ­ you can set it to "RUN" for example.

Then you have a filter that runs on Modify with a qualification of
'TR.Special Field' = "RUN"

At this point, the filter can take a few different approaches.  Data driving
what happens would be a good idea as opposed to building different filters
for different rules such as the 'provisioning' one you mention.

On an email you will have:

1.  The mailbox name the email was sent to
2.  The senders email address
3.  Subject Line
4.  Body
5.  Attachment

>From the use case you mention, you are looking for a keyword to indicate
that the email contains provisioning, if so route to group x.

I would assume that you can educate your users that if their Subject Line
starts with Provisioning, and they send to this email box, it will create a
ticket and assign it to provisioning.

So you could build a form with these columns:

1.EmailBox
2. Subject Keyword
3.  Assigned Group
4.  Assigned Company
5.  Assigned Organization

Or if you wanted to be more flexible, you could say:

1.EmailBox
2. Subject Keyword
3.  Incident Template ID (Referencing an Incident Template ID)  - this allow
you to even categorize the ticket, apply impact, urgency and priority by
modifying the template associated.


So you build a filter looking up the needed values, based on your incoming
data.  If you are on a case sensitive platform, converting all to lower case
is a good idea.  You will essentially be wildcarding if you use subject
line, but if you set up different mailboxes for different routing
requirements, it is easier to have exact matching if you can educate users
to send to different email boxes based on what is needed.

Hope this helps you figure out a way forwardŠ

Randeep




From:  Kathy Morris 
Reply-To:  
Date:  Tue, 15 Oct 2013 14:28:50 -0400
To:  
Subject:  Re: Email Workflow Generate HPD Ticket

** 
**
We are on 7.6.4 AR System/ITSM ­ is this done through email templates with
7.6.4?  I did not see this on the communities ­ I saw lots of email
questions, but not the code specific to building this workflow.  If anyone
can shed some light on how this can be done, it would be greatly
appreciated.
 
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rjustice
Sent: Tuesday, October 15, 2013 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Workflow Generate HPD Ticket
 
** 

There is a rules based email engine the was released with ARS/ITSM 8 that
allows this to be done. The original code may be on communities.

 

Sent from my Verizon Wireless 4G LTE DROID


Kathy Morris  wrote:

Hi,
 
We have a requirement to generate Incident tickets based on email content.
Example:  if the email starts with ³Provisioning² then automatically route
the ticket to the provisioning team.   Is this a complex task to do? Would I
use the email template workflow or is there a better way to do this? We are
hoping to complete this within 1 week ­ or should we plan on more time for
this type of integration?
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answ

Re: Email Workflow Generate HPD Ticket

[Boyd, Rebecca]

We are using email templates in 7.5 & they work fairly well. Our emails
come from other systems so they are standardized - a big plus.

Assuming 7.6 is like 7.5, here's an example:

In Developer Studio, r-click on HPD:Help Desk (or
HPD:IncidentInterface_Create) & select Export Email Template.

Open up the resulting file, take a look at it & do a save as with a
different name.

Now figure out what information will be supplied by the template (the
constants) & what information will come from the email (the variables).
Between the template & email you have to supply same required information
you would as if you were entering an incident.

Once you have your template, Open ARSystem Email Templates. Give it a name,
attach the template & save.

Open AR System Email User Instruction Templates. Select the template you
just added from the menu & enter a word in the Instruction field, say
"Provisioning"

Compose your email. It could be as simple as this:

ACTION: Provisioning

Description !10!: Provision me this


Details !100151!:  Provision me some provisions


Send the email to Remedy. When it hits the email engine, Remedy will match
"ACTION: Provisioning" with the User Instruction Template & submit the
ticket accordingly.

If you've forgotten anything or entered an invalid value, an error will
appear in the email message after a minute or so (you have to click
Advanced).

It's trial & error. Start simple & good luck.

Rebecca




















On Tue, Oct 15, 2013 at 2:28 PM, Kathy Morris wrote:

> **
>
> **
>
> We are on 7.6.4 AR System/ITSM – is this done through email templates with
> 7.6.4?  I did not see this on the communities – I saw lots of email
> questions, but not the code specific to building this workflow.  If anyone
> can shed some light on how this can be done, it would be greatly
> appreciated.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rjustice
> *Sent:* Tuesday, October 15, 2013 2:03 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Email Workflow Generate HPD Ticket
>
> ** **
>
> ** 
>
> There is a rules based email engine the was released with ARS/ITSM 8 that
> allows this to be done. The original code may be on communities.
>
> ** **
>
> *Sent from my Verizon Wireless 4G LTE DROID*
>
>
>
> Kathy Morris  wrote:
>
> Hi,
>
>  
>
> We have a requirement to generate Incident tickets based on email
> content.  Example:  if the email starts with “Provisioning” then
> automatically route the ticket to the provisioning team.   Is this a
> complex task to do? Would I use the email template workflow or is there a
> better way to do this? We are hoping to complete this within 1 week – or
> should we plan on more time for this type of integration?
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: Template Assignment Flow

[Tauf Chowdhury]

In order for the task to go to "Assigned" you need to have an assignee. In 
order to do that, you will probably need to use the round robin assignment 
option. Then, you would set up all your tasks in a sequence of 1-5 in the task 
group. Is that what you're looking for?

Sent from my iPhone

> On Oct 15, 2013, at 2:28 PM, "Brittain, Mark"  wrote:
> 
> **
> Hi All,
>  
> I have been experimenting with Tasks/Templates/Group Templates for a good 
> chunk of the day and have not been able to get the desired flow. Basically I 
> want to create a Work Order, use a Task Group Template and then once the 
> Status of the Work Order is set In-Progress, the tasks are assigned one at a 
> time in order without further human intervention.
>  
> I am doing this with Work Orders but should apply to the other applications. 
> I want to create 5 Task Templates and put them in a Task Group Template, 
> sequenced 1-5.  Each Task is for a different Assigned Group and the Assignee 
> is blank. Can’t use the assignment engine to assign to a person.
>  
> What happens OOB: When the status of Work Order to In-Progress, the Status of 
> the first Task changes to Pending/Assignment and 2-5 are Staged. Then someone 
> has to set the Status to Assigned. Once the first Task is Closed, the second 
> becomes Pending/Assignment and someone has to assign that one out. Same for 
> tasks 3-5.
>  
> What I need to have happen:  When the status of Work Order to In-Progress, 
> the Status of the first Task changes to Assigned and 2-5 are Staged. Then 
> when the first Task is Closed, the second becomes Assigned. Same for tasks 
> 3-5.
>  
> Is that possible? I would think so and I am just not getting what the guide 
> is saying.
>  
> ARS 7.6.04 SP3
> ITSM 7.6.04 SP3
>  
> Thanks
> Mark
>  
> 
> This E-mail and any of its attachments may contain Time Warner Cable 
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> 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 
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Re: Email Workflow Generate HPD Ticket

[Jason]

I designed one that checked for an incident or change template name that 
matched the summary line. If there was a match, I pushed the information to the 
respective interface create form with the template instance ID. That allowed 
multiple ticket types to be emailed in to create new tickets and be 
automatically assigned to the group assigned to the template. Since most of the 
code is OOTB, it takes little time to build.
 
 
Thank you
Jason L Bess, MCSE/RSP/ITILv3
BMC Remedy ITSM Consultant
Mobile 1-615-509-8493



On Tuesday, October 15, 2013 2:58 PM, Kathy Morris  
wrote:
  
** 
Hi,
 
We have a requirement to generate Incident tickets based on email content.  
Example:  if the email starts with “Provisioning” then automatically route the 
ticket to the provisioning team.   Is this a complex task to do? Would I use 
the email template workflow or is there a better way to do this? We are hoping 
to complete this within 1 week – or should we plan on more time for this type 
of integration?
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Email Workflow Generate HPD Ticket

[Brittain, Mark]

Hi Kathy,

Not knowing your full situation here is an idea, but there may be better. The 
easiest thing would be to use an email template to the 
HPD:IncidentInterface_Create form. On this form I would create a field for your 
keyword (e.g. Provisioning). Then create a filter with an execution order less 
than 100 run if ‘keyword’ = “Provisioning” set field Assigned Group = 
“Provisioning Team”.

If the proposal is to use a free text email, you would need to push the email 
from the AR System Email Messages form to a custom Email Staging form, hope the 
keyword can be parsed out and then push to the HPD:IncidentInterface_Create 
form.  Also if the entry of the keyword is free text then you have to account 
in your workflow for Provisioning,  provisioning,  PROVISIONING, etc. This 
would likely drive you nuts unless you set the case with a set field 
lower($keyword$). If the input data isn’t predictable, then the output workflow 
can’t be guaranteed. In such a case I wouldn’t do it.

Hope this helps

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Tuesday, October 15, 2013 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Workflow Generate HPD Ticket

**
**
We are on 7.6.4 AR System/ITSM – is this done through email templates with 
7.6.4?  I did not see this on the communities – I saw lots of email questions, 
but not the code specific to building this workflow.  If anyone can shed some 
light on how this can be done, it would be greatly appreciated.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rjustice
Sent: Tuesday, October 15, 2013 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Workflow Generate HPD Ticket

**
There is a rules based email engine the was released with ARS/ITSM 8 that 
allows this to be done. The original code may be on communities.

Sent from my Verizon Wireless 4G LTE DROID


Kathy Morris mailto:kathymorris...@aol.com>> wrote:
Hi,

We have a requirement to generate Incident tickets based on email content.  
Example:  if the email starts with “Provisioning” then automatically route the 
ticket to the provisioning team.   Is this a complex task to do? Would I use 
the email template workflow or is there a better way to do this? We are hoping 
to complete this within 1 week – or should we plan on more time for this type 
of integration?
_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Email Workflow Generate HPD Ticket

[Kathy Morris]

**

We are on 7.6.4 AR System/ITSM – is this done through email templates with 
7.6.4?  I did not see this on the communities – I saw lots of email questions, 
but not the code specific to building this workflow.  If anyone can shed some 
light on how this can be done, it would be greatly appreciated.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rjustice
Sent: Tuesday, October 15, 2013 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Workflow Generate HPD Ticket

 

** 

There is a rules based email engine the was released with ARS/ITSM 8 that 
allows this to be done. The original code may be on communities.

 

Sent from my Verizon Wireless 4G LTE DROID



Kathy Morris  wrote:

Hi,

 

We have a requirement to generate Incident tickets based on email content.  
Example:  if the email starts with “Provisioning” then automatically route the 
ticket to the provisioning team.   Is this a complex task to do? Would I use 
the email template workflow or is there a better way to do this? We are hoping 
to complete this within 1 week – or should we plan on more time for this type 
of integration?

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


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Re: 1=1, 1=2

[Grooms, Frederick W]

I seem to remember that this was changed back in the 6.x days (although it may 
go back as far as 5.1)

It related to doing the lookup on the "If Any Requests Match" criteria of the 
push.1=2 (or 0=1) always equal FALSE so the usage was to force ARS to 
always do the "If No Requests Match" option of the Push.  The problem was some 
databases did a table scan (when you would expect the analyzer to return no 
records immediately).

This has been replaced with code in the ARSystem process that specifically 
checks for an empty Push qualification having the options of:   
   "If No Requests Match"   Create a New Request   
   "If Any Requests Match"  Take No Action   
This causes the Push to always create a record without doing any lookup in the 
database beforehand.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jay Rohrer
Sent: Tuesday, October 15, 2013 1:17 PM
To: arslist@ARSLIST.ORG
Subject: 1=1, 1=2

** 
Back in the day a Push qualification worked better if you did a 1=2 or 1=1 (or 
similar).  After a version or so the guidance was that doing this caused (or 
could) performance issues.

Does anyone remember what version this was "fixed" in?  Or does anyone have a 
white paper or other documentation surrounding this issue?

I looked in the KB and Communities but didn't see anything I liked.

Thanks,
Jay Rohrer

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Template Assignment Flow

[Brittain, Mark]

Hi All,

I have been experimenting with Tasks/Templates/Group Templates for a good chunk 
of the day and have not been able to get the desired flow. Basically I want to 
create a Work Order, use a Task Group Template and then once the Status of the 
Work Order is set In-Progress, the tasks are assigned one at a time in order 
without further human intervention.

I am doing this with Work Orders but should apply to the other applications. I 
want to create 5 Task Templates and put them in a Task Group Template, 
sequenced 1-5.  Each Task is for a different Assigned Group and the Assignee is 
blank. Can't use the assignment engine to assign to a person.

What happens OOB: When the status of Work Order to In-Progress, the Status of 
the first Task changes to Pending/Assignment and 2-5 are Staged. Then someone 
has to set the Status to Assigned. Once the first Task is Closed, the second 
becomes Pending/Assignment and someone has to assign that one out. Same for 
tasks 3-5.

What I need to have happen:  When the status of Work Order to In-Progress, the 
Status of the first Task changes to Assigned and 2-5 are Staged. Then when the 
first Task is Closed, the second becomes Assigned. Same for tasks 3-5.

Is that possible? I would think so and I am just not getting what the guide is 
saying.

ARS 7.6.04 SP3
ITSM 7.6.04 SP3

Thanks
Mark



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1=1, 1=2

[Jay Rohrer]

Back in the day a Push qualification worked better if you did a 1=2 or 1=1 (or 
similar).  After a version or so the guidance was that doing this caused (or 
could) performance issues.

Does anyone remember what version this was "fixed" in?  Or does anyone have a 
white paper or other documentation surrounding this issue?

I looked in the KB and Communities but didn't see anything I liked.

Thanks,
Jay Rohrer

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Re: Email Workflow Generate HPD Ticket

[Rjustice]

There is a rules based email engine the was released with ARS/ITSM 8 that 
allows this to be done. The original code may be on communities.

Sent from my Verizon Wireless 4G LTE DROID

Kathy Morris  wrote:

>** 
>
>Hi,
>
> 
>
>We have a requirement to generate Incident tickets based on email content.  
>Example:  if the email starts with “Provisioning” then automatically route the 
>ticket to the provisioning team.   Is this a complex task to do? Would I use 
>the email template workflow or is there a better way to do this? We are hoping 
>to complete this within 1 week – or should we plan on more time for this type 
>of integration?
>
>_ARSlist: "Where the Answers Are" and have been for 20 years_

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Email Workflow Generate HPD Ticket

[Kathy Morris]

Hi,

 

We have a requirement to generate Incident tickets based on email content.
Example:  if the email starts with "Provisioning" then automatically route
the ticket to the provisioning team.   Is this a complex task to do? Would I
use the email template workflow or is there a better way to do this? We are
hoping to complete this within 1 week - or should we plan on more time for
this type of integration?


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RFE: Improve the method of overriding Filter Phases

[Grooms, Frederick W]

Here is another idea in the communities to vote on:  
https://communities.bmc.com/ideas/3639#





Augment the current `! method of overriding Filter phases with a simple 
selection box in the Filter definition (somewhat like the Pool option for 
escalations).



The options available could be:

Blank (Null) - Filter follows normal Phasing (Phase is not overridden)

1 - Filter runs in Phase 1 (same as the `! today)

2 - Filter runs in Phase 2

3 - Filter runs in Phase 3





Currently a developer appends the "`!" string to the end of the Filter name to 
indicate to the system that this filter needs to be executed in phase 1.  While 
this works alright for placing Filters in phase 1 there are times when it would 
be good to have a Filter forced into phase 3 (after all of the database commits 
have completed).  i.e. We have a requirement to push Remedy data to another 
system.  The options we currently have for this are:



Web Services

The drawback to this method is that Set Fields run in phase 1 so we do not have 
access to the Request ID or Create Date fields on Submit. In order to use Web 
Services a developer must do some sort of push back to the form so the Web 
Service filter action can run in the Modify operation. This can require changes 
in other Filters to exclude this additional Modify from other business 
processes.



A dbLink (Database to Database) with Direct SQL

While this action does happen in phase 2 the drawback to using 
Direct SQL is that a developer has to create integer Display Only fields to 
hold Selection and Date values.



A Run Process action to an external application/script

While this approach runs in Phase 3 and can give the most 
flexibility it requires maintaining code/tools/scripts outside of ARS which in 
a lot of organizations is not allowed.



  The ideal approach would be to use Web Services, but have the Filter run in 
Phase 3.





Another example is when doing multiple pushes like walking a filter side table 
field.  If the developer needs to also work with some Display Only fields as 
part of the pushes the set fields actions run in Phase 1 so the end result is 
that all of the pushes get the same values as whatever the last set fields did. 
 The ideal approach here will be to keep the Set Fields and the Push actions in 
the same phase.





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FW: Display No Match Error

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

Added the idea of adding the Error Handler feature on an Active link:
https://communities.bmc.com/ideas/3655

If interested in this as well, please vote!

Thanks!

Lisa

-Original Message-
From: Kemes, Lisa A DLA CTR INFORMATION OPERATIONS 
Sent: Tuesday, October 08, 2013 3:54 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Display No Match Error

I guess if it was considered (and ultimately not implemented), then I'm
not going to post it as an idea.  I understand your point.

The workflow isn't hard, it's just another temp field and Active Link,
but I just thought it would be SO slick to be able to customize the "No
Match" error.  

Maybe I'll put an idea out there to include Error Handling on Active
Links.  That would probably help me as well!

Thanks!

Lisa

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Tuesday, October 08, 2013 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Display No Match Error

** 

Lisa and others,

 

There have been a number of responses to this message - from support to
alternate options.

 

The suggestion you have was considered, but it has serious limitations.

 

What if you wanted the system message AND your message?

What if you wanted a warning instead of an error?

What if you wanted no error but to put a default value in the field?

What if you wanted to send a notification but still error?

What if you wanted to send a notification, set a default, and NOT error?

What if you wanted to ..

 

Just saying you want to have a message is very limiting and just handles
one permutation of what people

want to do.

 

And, there are issues like

 

What about localization?  Suddenly there is a new place errors can come
from and localization needs to be

addressed.

 

There is already a mechanism to handle all these different options -
workflow.

 

And, in FILTERS, there is a clean mechanism to have the logic triggered
- the error handler functionality.

 

This functionality allows you to specify a filter to be called if the
current filter encounters an error.  Then, you

can do ANYTHING you want in that filter - including calling guides and
multiple actions.

 

In addition, it has a number of important characteristics:

 

If you match the "run if" condition of the error handler, the error that
was encountered is suppressed.  The

error condition disappears and the error itself disappears.  You then
execute the actions on the if branch and

then continue with the filter following the original filter as if no
error occurred.  So, you do not get double

errors under this condition as the system error is suppressed (if you
are seeing the system error in addition

still, that is a bug).

 

if you do not, the error encountered is retained, but the else branch
(if any) still runs and the actions there

can do whatever you want.  When they complete, the workflow terminates
with the error.

 

Your actions in either branch can be anything - including issuing
another error.

 

In addition, there are keywords that let you test the error number if
you want to take action only on

specific error numbers (like in this case, a no match error you want to
handle but something else like a

syntax or DB error you don't).

 

Now, this sounds perfect.  EXCEPT, error handlers are available for
filters at this time but not for active links.

 

 

Now, if your proposal is to add error handlers to active links.
That is a terrific idea and it provides all the

flexibility you are looking for.

 

But, to just handle one special condition by adding a special way to
handle one path is not that exciting.  It is

limiting to your flexibility at minimal savings of definition.  And, to
do it, you would need a multi-match error

error message and then push fields would need the special handling for
each and then  It just spirals and

has no end, and you have handled one limited set of conditions.  The
error handler handles everything in one

clean, generic way with as much flexibility for processing as you could
ever need.

 

For those of you looking for handling within filters, check out the
documentation around this feature, I think

you will find it can do what you need.

 

For those needing it on the client side, this feature is not present
within active links at this time.  I personally

wish it was, but it is not.

 

Doug Mueller

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR
INFORMATION OPERATIONS
Sent: Tuesday, October 08, 2013 7:59 AM
To: arslist@ARSLIST.ORG
Subject: Display No Match Error

 

** 

I checked the BMC Communities (under BMC Remedy AR System) to see if
anything matched my idea and I couldn't find anything.  I'd like to make
another drop down for set and field actions to compliment the "Display
No Match Error."  I'd like to have the ability to create my own error.
I know I can do this on my own, b

Re: 7.1 Patch 11 arplugin crashes when the filter consuming the web-service is invoked

[Grooms, Frederick W]

What data is being returned in the web service call?I have seen the plugin 
server crash when there is a bad XML format of data (it was a bad formatted XML 
date/time value).  BMC corrected the issue in a patch.

With the plugin server logging turned on and set to the max debug level you can 
see the XML being sent (and depending on when the crash occurs the data being 
received back) in the arplugin.log

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Tuesday, October 15, 2013 9:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Patch 11 arplugin crashes when the filter consuming the 
web-service is invoked

"Error occurred during initialization of VM Too small initial heap"

Maybe increase Java Heap Size?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: Tuesday, October 15, 2013 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Patch 11 arplugin crashes when the filter consuming the 
web-service is invoked

** 

Hi Mayuresh

Thanks for your response.

As stated in my email, it happens when the filter that consumes the web service 
executes. At that time arplugin crashes.


Atul

-Original Message-
From: "Mayuresh Wagh" 
Date: Tue, October 15, 2013 10:34 am
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Patch 11 arplugin crashes when the filter consuming the 
web-service is invoked

> You may want to collect API/SQL/Filter logs & see what's happening. 
> 7.1 is out of support so, if there is something new problem which is 
> causing it, then we are unlikely to get much help.
>
> However it's worth checking API/SQL/Filter logs to see where it's failing.
>
>

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of lisa bumshteyn
Sent: Tuesday, October 15, 2013 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Patch 11 arplugin crashes when the filter consuming the 
web-service is invoked
>
>> **
>> Hi Atul,
>>
>> You might remember me :) How is it going? When I was by them, I was 
>> considering setting up Remedy to preload libumem, for better memory 
>> management."arsystem" startup script on the QA environement should 
>> already be set up to pre-load it. Look into it, let me know if you 
>> have any questions.
>>
>> Thanks,
>> Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: Tuesday, October 15, 2013 8:36 AM
To: arslist@ARSLIST.ORG
Subject: 7.1 Patch 11 arplugin crashes when the filter consuming the 
web-service is invoked
>>
>>> **
>>>
>>> Hi
>>>
>>> I got on this project where the client has ARS 7.1 p11 (i know very 
>>> old) with apache-tomcat-5.5.23 on solaris
>>>
>>> Whenever the code hits a filter to consume the webservice arplugin 
>>> dies and get the following errors:
>>> Filter Log:
>>>  Error while performing filter action: Error 8760
>>>
>>> arerror.log
>>> 0 : AR System server terminated when a signal/exception was received 
>>> by the server (ARNOTE 20)
>>> 11
>>> 0 : AR System server terminated -- fatal error encountered (ARNOTE 
>>> 21)
>>> 0 : Unable to access thread local storage. (ARERR 8747)
>>> WriteWorkflowTraceLog()
>>> 0 : Unable to access thread local storage. (ARERR 8747)
>>> WriteWorkflowTraceLog()
>>>
>>> armonitor.log
>>> ARMonitor child process (pid:3844) died with 65280.
>>> ./arplugin
>>>
>>> When I do a a remedy restart:
>>> Error occurred during initialization of VM Too small initial heap
>>>
>>> Also I see the following error (stderr) when remedy crashes (not 
>>> captured in the arerror.log or armonitor.log log4j:WARN No appenders 
>>> could be found for logger 
>>> (org.apache.axis.i18n.ProjectResourceBundle).
>>> log4j:WARN Please initialize the log4j system properly.
>>>
>>>
>>> Any clue as to what next would be appreciated.
>>>
>>> Thanks
>>> Atul



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Re: Bad Decimal Error

[Hullule, Kiran]

Looks like a known defect , fixed in 7604 sp5. Please refer sp5 Technical 
bulletins for fixed issues.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul
Sent: Tuesday, October 15, 2013 9:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Bad Decimal Error

**
Yes, Red Hat 6.  Our admins did move the servers to a G8 VMware environment 
last week, so I was wondering if that may be the cause.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
Sent: Tuesday, October 15, 2013 11:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Bad Decimal Error

**
Is this Linux OS?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul
Sent: Tuesday, October 15, 2013 9:02 PM
To: arslist@ARSLIST.ORG
Subject: Bad Decimal Error

**
I was wondering if anyone has ever seen bad decimal error messages. Since 
Friday of last week our production servers (7.6.04) in a server group have been 
getting these error messages when trying to save.  The CPU's on each of the AR 
servers is also maxing out. I have been working with BMC support but they 
haven't been as responsive as I would have hoped with production issues.
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Re: Bad Decimal Error

[Hodgdon, Paul]

Yes, Red Hat 6.  Our admins did move the servers to a G8 VMware environment 
last week, so I was wondering if that may be the cause.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
Sent: Tuesday, October 15, 2013 11:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Bad Decimal Error

**
Is this Linux OS?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul
Sent: Tuesday, October 15, 2013 9:02 PM
To: arslist@ARSLIST.ORG
Subject: Bad Decimal Error

**
I was wondering if anyone has ever seen bad decimal error messages. Since 
Friday of last week our production servers (7.6.04) in a server group have been 
getting these error messages when trying to save.  The CPU's on each of the AR 
servers is also maxing out. I have been working with BMC support but they 
haven't been as responsive as I would have hoped with production issues.
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Re: Bad Decimal Error

[Hullule, Kiran]

Is this Linux OS?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul
Sent: Tuesday, October 15, 2013 9:02 PM
To: arslist@ARSLIST.ORG
Subject: Bad Decimal Error

**
I was wondering if anyone has ever seen bad decimal error messages. Since 
Friday of last week our production servers (7.6.04) in a server group have been 
getting these error messages when trying to save.  The CPU's on each of the AR 
servers is also maxing out. I have been working with BMC support but they 
haven't been as responsive as I would have hoped with production issues.
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Bad Decimal Error

[Hodgdon, Paul]

I was wondering if anyone has ever seen bad decimal error messages. Since 
Friday of last week our production servers (7.6.04) in a server group have been 
getting these error messages when trying to save.  The CPU's on each of the AR 
servers is also maxing out. I have been working with BMC support but they 
haven't been as responsive as I would have hoped with production issues.

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Re: Q: BTN URL underline v8.1 MidTier?

[Susan Palmer]

Hi Craig,

We're using v8.1 mid-tier and the underline shows.   Using Display Type =
URL on the button.  Based on info in Dev Studio, form definition.

Using IE9 and Firefox.  It also works in Chrome although I've been told
Chrome is not supported.

I didn't do anything special to make that happen.  We did not have mid-tier
before we upgraded on 10/5/13.

Susan




On Tue, Oct 15, 2013 at 8:43 AM, Craig Carter <
craig.car...@arpc.denver.af.mil> wrote:

> While testing MidTier v8.1 for upgrade (Windows, Tomcat, IE), noticed the
> existing button URL objects are no longer underlined. Currently running
> v7.5p8 and these have been defined and working for years. Can force an
> underline to show up by modifying the style sheet but I then get underlines
> on the buttons as well.
>
> Can anyone confirm the button code changed in v8.1 (perhaps
> compatibility/standards) and that the underline is no longer being
> displayed for btn_url objects? If true, have you figured out a way to
> easily get them back? Trying to decide whether this is the new expected
> standard? Submitted a ticket but the response was less than helpful.
>
> Craig Carter, RSP
> Chief, Integration Division
>
>
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>

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opensource software attack BMC?

[patrick zandi]

just so you are aware BMC:: if the backlash on this is to extinguish OSS
you will be affected..
-- which I find funny because there is some OSS inside oracle's can or
worms as well.. LOL


http://www.oracle.com/us/products/middleware/cloud-app-foundation/weblogic/dod-and-open-source-software-2012277.pdf

-- 
Patrick Zandi

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Re: 7.1 Patch 11 arplugin crashes when the filter consuming the web-service is invoked

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

"Error occurred during initialization of VM Too small initial heap"

Maybe increase Java Heap Size?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: Tuesday, October 15, 2013 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Patch 11 arplugin crashes when the filter consuming the 
web-service is invoked

** 

Hi Mayuresh

Thanks for your response.

As stated in my email, it happens when the filter that consumes the web service 
executes. At that time arplugin crashes.


Atul


 Original Message 
Subject: Re: 7.1 Patch 11 arplugin crashes when the filter consuming the 
web-service is invoked
From: "Mayuresh Wagh" 
Date: Tue, October 15, 2013 10:34 am
To: arslist@ARSLIST.ORG
--

> You may want to collect API/SQL/Filter logs & see what's happening. 
> 7.1 is out of support so, if there is something new problem which is 
> causing it, then we are unlikely to get much help.
>
> However it's worth checking API/SQL/Filter logs to see where it's failing.
>
>
> On Tue, Oct 15, 2013 at 7:42 PM, lisa bumshteyn  wrote:
>
>> **
>> Hi Atul,
>>
>> You might remember me :) How is it going? When I was by them, I was 
>> considering setting up Remedy to preload libumem, for better memory 
>> management."arsystem" startup script on the QA environement should 
>> already be set up to pre-load it. Look into it, let me know if you 
>> have any questions.
>>
>> Thanks,
>> Lisa
>> On Tue, Oct 15, 2013 at 9:36 AM, Atul Vohra 
>> wrote:
>>
>>> **
>>>
>>> Hi
>>>
>>> I got on this project where the client has ARS 7.1 p11 (i know very 
>>> old) with apache-tomcat-5.5.23 on solaris
>>>
>>> Whenever the code hits a filter to consume the webservice arplugin 
>>> dies and get the following errors:
>>> Filter Log:
>>>  Error while performing filter action: Error 8760
>>>
>>> arerror.log
>>> 0 : AR System server terminated when a signal/exception was received 
>>> by the server (ARNOTE 20)
>>> 11
>>> 0 : AR System server terminated -- fatal error encountered (ARNOTE 
>>> 21)
>>> 0 : Unable to access thread local storage. (ARERR 8747)
>>> WriteWorkflowTraceLog()
>>> 0 : Unable to access thread local storage. (ARERR 8747)
>>> WriteWorkflowTraceLog()
>>>
>>> armonitor.log
>>> ARMonitor child process (pid:3844) died with 65280.
>>> ./arplugin
>>>
>>> When I do a a remedy restart:
>>> Error occurred during initialization of VM Too small initial heap
>>>
>>> Also I see the following error (stderr) when remedy crashes (not 
>>> captured in the arerror.log or armonitor.log log4j:WARN No appenders 
>>> could be found for logger 
>>> (org.apache.axis.i18n.ProjectResourceBundle).
>>> log4j:WARN Please initialize the log4j system properly.
>>>
>>>
>>> Any clue as to what next would be appreciated.
>>>
>>> Thanks
>>> Atul
>>>
>>> _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"
>

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Re: 7.1 Patch 11 arplugin crashes when the filter consuming the web-service is invoked

[Atul Vohra]

Hi Mayuresh
Thanks for your response.
As stated in my email, it happens when the filter that consumes the web service 
executes. At that time arplugin crashes.


Atul


 Original Message 

Subject: Re: 7.1 Patch 11 arplugin crashes when the filter consuming the 
web-service is invoked

From: "Mayuresh Wagh" 

Date: Tue, October 15, 2013 10:34 am

To: arslist@ARSLIST.ORG

--



> You may want to collect API/SQL/Filter logs & see what's happening. 7.1 is

> out of support so, if there is something new problem which is causing it,

> then we are unlikely to get much help.

>

> However it's worth checking API/SQL/Filter logs to see where it's failing.

>

>

> On Tue, Oct 15, 2013 at 7:42 PM, lisa bumshteyn  wrote:

>

>> **

>> Hi Atul,

>>

>> You might remember me :) How is it going? When I was by them, I was

>> considering setting up Remedy to preload libumem, for better memory

>> management."arsystem" startup script on the QA environement should already

>> be set up to pre-load it. Look into it, let me know if you have any

>> questions.

>>

>> Thanks,

>> Lisa

>> On Tue, Oct 15, 2013 at 9:36 AM, Atul Vohra 
>> wrote:

>>

>>> **

>>>

>>> Hi

>>>

>>> I got on this project where the client has ARS 7.1 p11 (i know very old)

>>> with apache-tomcat-5.5.23 on solaris

>>>

>>> Whenever the code hits a filter to consume the webservice arplugin dies

>>> and get the following errors:

>>> Filter Log:

>>>  Error while performing filter action: Error 8760

>>>

>>> arerror.log

>>> 0 : AR System server terminated when a signal/exception was received

>>> by the server (ARNOTE 20)

>>> 11

>>> 0 : AR System server terminated -- fatal error encountered (ARNOTE 21)

>>> 0 : Unable to access thread local storage. (ARERR 8747)

>>> WriteWorkflowTraceLog()

>>> 0 : Unable to access thread local storage. (ARERR 8747)

>>> WriteWorkflowTraceLog()

>>>

>>> armonitor.log

>>> ARMonitor child process (pid:3844) died with 65280.

>>> ./arplugin

>>>

>>> When I do a a remedy restart:

>>> Error occurred during initialization of VM

>>> Too small initial heap

>>>

>>> Also I see the following error (stderr) when remedy crashes (not captured

>>> in the arerror.log or armonitor.log

>>> log4j:WARN No appenders could be found for logger

>>> (org.apache.axis.i18n.ProjectResourceBundle).

>>> log4j:WARN Please initialize the log4j system properly.

>>>

>>>

>>> Any clue as to what next would be appreciated.

>>>

>>> Thanks

>>> Atul

>>>

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

>>

>>

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

>

> ___

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

>

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Re: 7.1 Patch 11 arplugin crashes when the filter consuming the web-service is invoked

[Mayuresh Wagh]

You may want to collect API/SQL/Filter logs & see what's happening. 7.1 is
out of support so, if there is something new problem which is causing it,
then we are unlikely to get much help.

However it's worth checking API/SQL/Filter logs to see where it's failing.


On Tue, Oct 15, 2013 at 7:42 PM, lisa bumshteyn  wrote:

> **
> Hi Atul,
>
> You might remember me :) How is it going? When I was by them, I was
> considering setting up Remedy to preload libumem, for better memory
> management."arsystem" startup script on the QA environement should already
> be set up to pre-load it. Look into it, let me know if you have any
> questions.
>
> Thanks,
> Lisa
> On Tue, Oct 15, 2013 at 9:36 AM, Atul Vohra 
> wrote:
>
>> **
>>
>> Hi
>>
>> I got on this project where the client has ARS 7.1 p11 (i know very old)
>> with apache-tomcat-5.5.23 on solaris
>>
>> Whenever the code hits a filter to consume the webservice arplugin dies
>> and get the following errors:
>> Filter Log:
>>  Error while performing filter action: Error 8760
>>
>> arerror.log
>>   0 : AR System server terminated when a signal/exception was received
>> by the server (ARNOTE 20)
>> 11
>>  0 : AR System server terminated -- fatal error encountered (ARNOTE 21)
>> 0 : Unable to access thread local storage. (ARERR 8747)
>> WriteWorkflowTraceLog()
>> 0 : Unable to access thread local storage. (ARERR 8747)
>>  WriteWorkflowTraceLog()
>>
>> armonitor.log
>>  ARMonitor child process (pid:3844) died with 65280.
>> ./arplugin
>>
>> When I do a a remedy restart:
>>  Error occurred during initialization of VM
>> Too small initial heap
>>
>> Also I see the following error (stderr) when remedy crashes (not captured
>> in the arerror.log or armonitor.log
>>  log4j:WARN No appenders could be found for logger
>> (org.apache.axis.i18n.ProjectResourceBundle).
>> log4j:WARN Please initialize the log4j system properly.
>>
>>
>> Any clue as to what next would be appreciated.
>>
>> Thanks
>> Atul
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: 7.1 Patch 11 arplugin crashes when the filter consuming the web-service is invoked

[lisa bumshteyn]

Hi Atul,

You might remember me :) How is it going? When I was by them, I was
considering setting up Remedy to preload libumem, for better memory
management."arsystem" startup script on the QA environement should already
be set up to pre-load it. Look into it, let me know if you have any
questions.

Thanks,
Lisa
On Tue, Oct 15, 2013 at 9:36 AM, Atul Vohra wrote:

> **
>
> Hi
>
> I got on this project where the client has ARS 7.1 p11 (i know very old)
> with apache-tomcat-5.5.23 on solaris
>
> Whenever the code hits a filter to consume the webservice arplugin dies
> and get the following errors:
> Filter Log:
>  Error while performing filter action: Error 8760
>
> arerror.log
>   0 : AR System server terminated when a signal/exception was received by
> the server (ARNOTE 20)
> 11
>  0 : AR System server terminated -- fatal error encountered (ARNOTE 21)
> 0 : Unable to access thread local storage. (ARERR 8747)
> WriteWorkflowTraceLog()
> 0 : Unable to access thread local storage. (ARERR 8747)
>  WriteWorkflowTraceLog()
>
> armonitor.log
>  ARMonitor child process (pid:3844) died with 65280.
> ./arplugin
>
> When I do a a remedy restart:
>  Error occurred during initialization of VM
> Too small initial heap
>
> Also I see the following error (stderr) when remedy crashes (not captured
> in the arerror.log or armonitor.log
>  log4j:WARN No appenders could be found for logger
> (org.apache.axis.i18n.ProjectResourceBundle).
> log4j:WARN Please initialize the log4j system properly.
>
>
> Any clue as to what next would be appreciated.
>
> Thanks
> Atul
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: ITSM Computer System Asset Form Primary Key

[Downing, Ryan]

Hi Drew/Jenny,

The Computer System ITSM/Atrium form (AST:ComputerSystem) is a multi-level join 
form. Each of the underlying base forms use a few different indexes (composite 
or single field indexes)but...the common unique index they use is the 
'InstanceId' field (field ID 179). The "AST:ComputerSystem" form is joined to 
the "AST:Attributes" form using the "ReconciliationIdentity" field (Field ID 
400129200). All of the Atrium related lower level base forms use the 
'InstanceId' as their primary unique index.

Hope this helps,
Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Holderness, Jennifer
Sent: Tuesday, October 15, 2013 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Computer System Asset Form Primary Key

**
All,

Great question, I have the same. If anyone has a data dictionary they would be 
willing to share, I would be interested.

Best regards,

Jenny Holderness


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Tuesday, October 15, 2013 8:32 AM
To: arslist@ARSLIST.ORG
Subject: ITSM Computer System Asset Form Primary Key

**
Good morning everyone. Could someone tell me what the primary key is on the 
ITSM Asset Module Computer System form, for the BMC Asset dataset? Thank you.

Drew Shuller
Soto Cano Air Base, Honduras
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: ITSM Computer System Asset Form Primary Key

[Holderness, Jennifer]

All,

Great question, I have the same. If anyone has a data dictionary they would be 
willing to share, I would be interested.

Best regards,

Jenny Holderness


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Tuesday, October 15, 2013 8:32 AM
To: arslist@ARSLIST.ORG
Subject: ITSM Computer System Asset Form Primary Key

**
Good morning everyone. Could someone tell me what the primary key is on the 
ITSM Asset Module Computer System form, for the BMC Asset dataset? Thank you.

Drew Shuller
Soto Cano Air Base, Honduras
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Q: BTN URL underline v8.1 MidTier?

[Craig Carter]

While testing MidTier v8.1 for upgrade (Windows, Tomcat, IE), noticed the 
existing button URL objects are no longer underlined. Currently running v7.5p8 
and these have been defined and working for years. Can force an underline to 
show up by modifying the style sheet but I then get underlines on the buttons 
as well.

Can anyone confirm the button code changed in v8.1 (perhaps 
compatibility/standards) and that the underline is no longer being displayed 
for btn_url objects? If true, have you figured out a way to easily get them 
back? Trying to decide whether this is the new expected standard? Submitted a 
ticket but the response was less than helpful.

Craig Carter, RSP
Chief, Integration Division

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7.1 Patch 11 arplugin crashes when the filter consuming the web-service is invoked

[Atul Vohra]

Hi
I got on this project where the client has ARS 7.1 p11 (i know very old) 
with�apache-tomcat-5.5.23 on solaris
Whenever the code hits a filter to consume the webservice arplugin dies and get 
the following errors:

Filter Log:

 Error while performing filter action: Error 8760

�

arerror.log


�0 : AR System server terminated when a signal/exception was 
received by the server (ARNOTE 20)

11

�0 : AR System server terminated -- fatal error encountered 
(ARNOTE 21)

0 : Unable to access thread local storage. (ARERR 8747)

� � WriteWorkflowTraceLog()

0 : Unable to access thread local storage. (ARERR 8747)

� � �WriteWorkflowTraceLog()

�

armonitor.log


ARMonitor child process (pid:3844) died with 65280.

./arplugin

�


When I do a a remedy restart:


Error occurred during initialization of VM

Too small initial heap

�

Also I see the following error (stderr) when remedy 
crashes (not captured in the arerror.log or armonitor.log


log4j:WARN No appenders could be found for 
logger (org.apache.axis.i18n.ProjectResourceBundle).

log4j:WARN Please initialize the log4j system 
properly.

�

�

Any clue as to what next would be appreciated.

�

Thanks

Atul




�


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Re: Upgrade Advice - Remedy 7.5 P003 + ITSM 7.6 Upgrade to 8

[Pierson, Shawn]

It sounds like you are wanting to do an upgrade in place.  Since you're on a 
fairly old version, I assume your hardware matches.  Before any other planning, 
see if you have to migrate to new hardware or not.  That completely changes 
what you do.  If you end up migrating to another server instead of an upgrade 
in place, it should be relatively easy.  You would just need to become familiar 
with the DMT for your data, and the customizations you've made could be 
imported as DEF files which automatically become part of an overlap in Best 
Practice Mode.

However, having gone from 7.5 to 7.6.4 in 2012 to working on 8.1 now, the code 
is different enough I'd suggest not trying to port all of your customizations 
over.  The move from 7.6.4 to 8.1 isn't being too difficult, except that it's a 
bit tedious to "fix" all of the customizations in the overlays as a result of 
the upgrade.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy
Sent: Tuesday, October 15, 2013 6:59 AM
To: arslist@ARSLIST.ORG
Subject: Upgrade Advice - Remedy 7.5 P003 + ITSM 7.6 Upgrade to 8

**
Hi

We are busy planning our upgrade of our live environment which is the following:


  *   ARS Remedy 7.5 Patch003
  *   CMDB 7.6 P001
  *   ITSM 7.6
  *   SRM 7.6 P001

We are wanting to upgrade to version 8 (latest patch). Going through some 
previous threads on the arslist, it appears that I will need to do a few 
upgrades to the versions between 7.5 and 8 before I can actually upgrade to 8.

We have customized our ITSM application a bit and we were hoping to convert our 
customizations into overlays during the upgrade process. However, it appears 
from some of the reading that it may be quicker and safer to do a clean ITSM 8 
install and re-do the customizations in version 8.

Has anyone done this before? Is there any advice anyone can offer on the best 
way to approach this or failing that - can anyone recommend a good bottle of 
whiskey for when I start this project?

Thanks in advance

Cheers
Brad
_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.

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ITSM Computer System Asset Form Primary Key

[Drew Shuller]

Good morning everyone. Could someone tell me what the primary key is on the
ITSM Asset Module Computer System form, for the BMC Asset dataset? Thank
you.

Drew Shuller
Soto Cano Air Base, Honduras

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Re: Upgrade Advice - Remedy 7.5 P003 + ITSM 7.6 Upgrade to 8

[Richter, Howard (CEI - Atlanta)]

A clean install and then moving over of your customizations and data, will also 
force you to review what needs to be moved over.

As far as whiskey, my father has some 30 year old Balvenie (he picked up a case 
when my first son was born) and when we are together we have some. That is the 
best I have ever tasted. The 12 and 21 year old is very good as well.

hbr

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shaw, Geri
Sent: Tuesday, October 15, 2013 8:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: [arslist] Upgrade Advice - Remedy 7.5 P003 + ITSM 7.6 Upgrade to 8

**
We are just wrapping up our upgrade project.  We decided to go with a clean 
install and re-do our customizations.  Though we kept our current data; and I 
have to admit, the data migration was a little tricky.

We recommend  Dickles...

Geri Shaw

Remedy Project Coordinator
Enterprise Products
713-381-5496
gs...@eprod.com

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Boyd, Rebecca
Sent: Tuesday, October 15, 2013 7:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade Advice - Remedy 7.5 P003 + ITSM 7.6 Upgrade to 8

**
We are 7.5 ITSM shop going to 8.1. Based on research & advice, we decided to go 
with a clean install & re-do our customizations. It's a good opportunity to 
review those customizations & challenge yourself & your organization on the 
why, what & how of all that tinkering.
Try the Bird Dog Whiskey. I prefer the Blackberry but my men folk like the 
peach.
Rebecca


On Tue, Oct 15, 2013 at 7:59 AM, BradRemedy 
mailto:bradrem...@gmail.com>> wrote:
**
Hi

We are busy planning our upgrade of our live environment which is the following:


  *   ARS Remedy 7.5 Patch003
  *   CMDB 7.6 P001
  *   ITSM 7.6
  *   SRM 7.6 P001

We are wanting to upgrade to version 8 (latest patch). Going through some 
previous threads on the arslist, it appears that I will need to do a few 
upgrades to the versions between 7.5 and 8 before I can actually upgrade to 8.

We have customized our ITSM application a bit and we were hoping to convert our 
customizations into overlays during the upgrade process. However, it appears 
from some of the reading that it may be quicker and safer to do a clean ITSM 8 
install and re-do the customizations in version 8.

Has anyone done this before? Is there any advice anyone can offer on the best 
way to approach this or failing that - can anyone recommend a good bottle of 
whiskey for when I start this project?

Thanks in advance

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



--
Rebecca Boyd
Application Administrator
Wake Forest University
_ARSlist: "Where the Answers Are" and have been for 20 years_



This message (including any attachments) is confidential and intended for a 
specific individual and purpose. If you are not the intended recipient, please 
notify the sender immediately and delete this message.
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Upgrade Advice - Remedy 7.5 P003 + ITSM 7.6 Upgrade to 8

[Shaw, Geri]

We are just wrapping up our upgrade project.  We decided to go with a clean 
install and re-do our customizations.  Though we kept our current data; and I 
have to admit, the data migration was a little tricky.

We recommend  Dickles...

Geri Shaw

Remedy Project Coordinator
Enterprise Products
713-381-5496
gs...@eprod.com

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Boyd, Rebecca
Sent: Tuesday, October 15, 2013 7:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade Advice - Remedy 7.5 P003 + ITSM 7.6 Upgrade to 8

**
We are 7.5 ITSM shop going to 8.1. Based on research & advice, we decided to go 
with a clean install & re-do our customizations. It's a good opportunity to 
review those customizations & challenge yourself & your organization on the 
why, what & how of all that tinkering.
Try the Bird Dog Whiskey. I prefer the Blackberry but my men folk like the 
peach.
Rebecca


On Tue, Oct 15, 2013 at 7:59 AM, BradRemedy 
mailto:bradrem...@gmail.com>> wrote:
**
Hi

We are busy planning our upgrade of our live environment which is the following:


  *   ARS Remedy 7.5 Patch003
  *   CMDB 7.6 P001
  *   ITSM 7.6
  *   SRM 7.6 P001

We are wanting to upgrade to version 8 (latest patch). Going through some 
previous threads on the arslist, it appears that I will need to do a few 
upgrades to the versions between 7.5 and 8 before I can actually upgrade to 8.

We have customized our ITSM application a bit and we were hoping to convert our 
customizations into overlays during the upgrade process. However, it appears 
from some of the reading that it may be quicker and safer to do a clean ITSM 8 
install and re-do the customizations in version 8.

Has anyone done this before? Is there any advice anyone can offer on the best 
way to approach this or failing that - can anyone recommend a good bottle of 
whiskey for when I start this project?

Thanks in advance

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



--
Rebecca Boyd
Application Administrator
Wake Forest University
_ARSlist: "Where the Answers Are" and have been for 20 years_



This message (including any attachments) is confidential and intended for a 
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R: Re: "Field ID is not related to this form: HPD:Help Desk (ARERR 311)"

[team.rem...@libero.it]

correct!
the problem is.

Strangely, we do not have the ID field on HPD: HelpDesk but on the join form 
(HPD: Help Desk Classic) field exists.

could we create a similar head of HPD: Help Desk?

Thanks in advance.
Salvo

>Messaggio originale
>Da: mbritt...@navisite.com
>Data: 15-ott-2013 14.26
>A: 
>Ogg: Re: "Field ID is not related to this form: HPD:Help Desk (ARERR 311)
"
>
>I'm on 7.6 and did something similar where I added a field to the HPD:Help 
Desk form and wanted it to appear in the Incident Console. Learned the hard way 
that field id in both forms need to be the same. Probably the field id in the 
join form does not exist in the Help Desk form.
>
>Mark
>
>-Original Message-
>From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.
ORG] On Behalf Of team.rem...@libero.it
>Sent: Tuesday, October 15, 2013 7:13 AM
>To: arslist@ARSLIST.ORG
>Subject: "Field ID is not related to this form: HPD:Help Desk (ARERR 311)"
>
>Hi folks,
>We made the Upgrade Remedy from the version 7.1 to the version 7.6.
>We added some Custom fields in the Help Desk Classic Form.
>Our need is that some of these fields can be viewed among the columns of the 
Incident Management Console.
>We carry out the following steps:
>
>1)Added the fields in the IncidentWatchList Join Form 2)Added the fields in 
the columns of the Incident Management Console Form.
>
>When we move through the Midtier to the Incident Management Console, we 
receive the following error message:
>
>"Field ID is not related to this form: HPD:Help Desk (ARERR 311)"
>
>Can anyone help us?
>Thanks in advance.
>Best regards
>Salvo.
>

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>This e-mail is the property of NaviSite, Inc. It is intended only for the 
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>
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Re: OT - BMC.COM - wild ride!

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

They must have fixed it.  Looks ok to me now.  :)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Friday, October 11, 2013 4:20 PM
To: arslist@ARSLIST.ORG
Subject: OT - BMC.COM - wild ride!

** 

OMG!  I went to the BMC site today and it looks like someone set the
page refresh at 0. 

 

I was getting seasick! 

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

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Re: "Field ID is not related to this form: HPD:Help Desk (ARERR 311)"

[Brittain, Mark]

I'm on 7.6 and did something similar where I added a field to the HPD:Help Desk 
form and wanted it to appear in the Incident Console. Learned the hard way that 
field id in both forms need to be the same. Probably the field id in the join 
form does not exist in the Help Desk form.

Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it
Sent: Tuesday, October 15, 2013 7:13 AM
To: arslist@ARSLIST.ORG
Subject: "Field ID is not related to this form: HPD:Help Desk (ARERR 311)"

Hi folks,
We made the Upgrade Remedy from the version 7.1 to the version 7.6.
We added some Custom fields in the Help Desk Classic Form.
Our need is that some of these fields can be viewed among the columns of the 
Incident Management Console.
We carry out the following steps:

1)Added the fields in the IncidentWatchList Join Form 2)Added the fields in the 
columns of the Incident Management Console Form.

When we move through the Midtier to the Incident Management Console, we receive 
the following error message:

"Field ID is not related to this form: HPD:Help Desk (ARERR 311)"

Can anyone help us?
Thanks in advance.
Best regards
Salvo.

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Are, and have been for 20 years"

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

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.

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Re: Upgrade Advice - Remedy 7.5 P003 + ITSM 7.6 Upgrade to 8

[Boyd, Rebecca]

We are 7.5 ITSM shop going to 8.1. Based on research & advice, we decided
to go with a clean install & re-do our customizations. It’s a good
opportunity to review those customizations & challenge yourself & your
organization on the why, what & how of all that tinkering.

Try the Bird Dog Whiskey. I prefer the Blackberry but my men folk like the
peach.

Rebecca




On Tue, Oct 15, 2013 at 7:59 AM, BradRemedy  wrote:

> **
> Hi
>
> We are busy planning our upgrade of our live environment which is the
> following:
>
>
>- ARS Remedy 7.5 Patch003
>- CMDB 7.6 P001
>- ITSM 7.6
>- SRM 7.6 P001
>
>
> We are wanting to upgrade to version 8 (latest patch). Going through some
> previous threads on the arslist, it appears that I will need to do a few
> upgrades to the versions between 7.5 and 8 before I can actually upgrade to
> 8.
>
> We have customized our ITSM application a bit and we were hoping to
> convert our customizations into overlays during the upgrade process.
> However, it appears from some of the reading that it may be quicker and
> safer to do a clean ITSM 8 install and re-do the customizations in version
> 8.
>
> Has anyone done this before? Is there any advice anyone can offer on the
> best way to approach this or failing that - can anyone recommend a good
> bottle of whiskey for when I start this project?
>
> Thanks in advance
>
> Cheers
> Brad
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Upgrade Advice - Remedy 7.5 P003 + ITSM 7.6 Upgrade to 8

[BradRemedy]

Hi

We are busy planning our upgrade of our live environment which is the
following:


   - ARS Remedy 7.5 Patch003
   - CMDB 7.6 P001
   - ITSM 7.6
   - SRM 7.6 P001


We are wanting to upgrade to version 8 (latest patch). Going through some
previous threads on the arslist, it appears that I will need to do a few
upgrades to the versions between 7.5 and 8 before I can actually upgrade to
8.

We have customized our ITSM application a bit and we were hoping to convert
our customizations into overlays during the upgrade process. However, it
appears from some of the reading that it may be quicker and safer to do a
clean ITSM 8 install and re-do the customizations in version 8.

Has anyone done this before? Is there any advice anyone can offer on the
best way to approach this or failing that - can anyone recommend a good
bottle of whiskey for when I start this project?

Thanks in advance

Cheers
Brad

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"Field ID is not related to this form: HPD:Help Desk (ARERR 311)"

[team.rem...@libero.it]

Hi folks,
We made the Upgrade Remedy from the version 7.1 to the version 7.6.
We added some Custom fields in the Help Desk Classic Form.
Our need is that some of these fields can be viewed among the columns of the 
Incident Management Console.
We carry out the following steps:

1)Added the fields in the IncidentWatchList Join Form
2)Added the fields in the columns of the Incident Management Console Form.

When we move through the Midtier to the Incident Management Console, we 
receive the following error message:

"Field ID is not related to this form: HPD:Help Desk (ARERR 311)"

Can anyone help us?
Thanks in advance.
Best regards
Salvo.

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Another Mid-tier cache question

[John Baker]

Hello,

Susan: The JSS SSO Plugin records user access including client type,
browser, remote IP, and length of session time.

More generally, every six months or so, I tend to add my two pence to
the current Mid Tier cache thread, which is that the current cache model
is not optimum. This is how I think it currently works:

1. Workflow (forms, active links etc) is loaded into local caches within
Mid Tier using ehcache (google). It is persisted on disk and also loaded
into memory.

2. When a request is made to load a form, HTML and accompanying
Javascript is generated each time from the cached objects.

There are a number of problems with this approach, not least that
loading workflow into memory as Java objects is incredibly memory and
CPU intensive, hence why Mid Tier and ITSM requires huge heap sizes and
some Mid Tiers can take minutes to start.

Also doing it each time Mid Tier starts means there's excessive
consumption of AR System resources, in particular when people "flush the
cache" rather than picking off workflow related to a particular form. 

The output of this process is an HTML and Javascript file, and hence
there is a better way:

1. User makes request for /arsys/forms/appserver/Form.

2. Mid Tier requries the Javascript file to drive the workflow.
Therefore, it looks for a file called appserver-Form.js n disk and
serves if present.

3. If not, it walks the Form for all related workflow using a workflow
analyser, loads from AR System and creates the Javascript file. Some
will be cached, lots will be thrown away.

4. Mid Tier serves newly created Javascript file.

5. Workflow can be held in memory or ejected at this point. Most will
not be needed again.

(Repeat for local cached HTML.)

There are of course some complications, ie some workflow will require
loading on demand, but this avoids gigabytes of it being loaded into
memory and converted into Javascript on every access to a form. 

On subsequent requests, Mid Tier is doing little more than serving the
HTML and Javascript from local cached files, which incidentally, can
easily be deleted by the administrator

There are also other benefits. This is how 'developer' mode works:

1. User makes request for /arsys/forms/appserver/Form.

2. Mid Tier checks last modified timestamp on appserver-Form.js.

3. If timestamp different to the timestamp cached with appserver-Form.js
then it deletes appserver-Form.js and re-creates. If not, file is
served.

So even the overhead of running in a "always rebuild if changed" mode is
only a dent on performance.

There's good news! I've mostly hacked up a solution to the above, but
there's some Mid Tier internal code I can't access/modify. However, if I
can sit down and make a reasonable attempt at resolving the problem in a
few hours, surely someone in BMC could create a proof of concept for
'community testing'?

If someone at BMC wishes to work with me to resolve it, I'm happy to do
the coding for free :)


John

-- 
JSS SSO Plugin for the BMC product set
http://www.javasystemsolutions.com/jss/ssoplugin

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