Re: Question: How to improve AIS performance

[Łukasz Krzaczkowski]

Hi,

Try to run AIS as a separete plugin instance. Also increase number of
worker threads in the plugin server. Don't forget to increase number of
threads for RPC callback queue.

Regards


*-- Łukasz Krzaczkowski*

* visualize.me   *


2013/11/15 Victor 

> Hello Listers,
>
> Are there any parameter tuning that can be done to enhace the performance
> of
> AIS?. We have performance issues when multiple users are performing
> simulations or when the CI the simulation is performed on has got several
> relationships/levels of relationships.
> Any Idea how to improve performance?
>
> Thanks for your inputs.
>
> AR Server 8.0
> Windows 2008
> Tomcat 6
> MS SQL 2008
> Atrium CMDB 8.0
>
> Regards,
>
> Victor Olufowobi
>
>
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>

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Re: Disable change flag

[vidyasagar kommu]

Hi ,

I have written a Active Link
$OPERATION$ = "MODIFY"
If Action RunProcess: SET-CHANGE-FLAG [1]

I am not getting any error but my issue is not resolved when I am
searching records in form if i move the cursor one record to another record
without any changes it is asking for "Do You Want to save the record".

Requesting you to guide me .

Thanks
Vidya

On Thu, Nov 14, 2013 at 2:05 PM, LJ LongWing  wrote:

> **
> Sagar,
> What is the actual run-process that you are executing, please
> copy/pastebecause what you have provided isn't proper syntax.
>  Andwhat is the error you are getting, if any.
>
>
> On Thu, Nov 14, 2013 at 6:57 AM, vidyasagar kommu <
> kommuvidyasa...@gmail.com> wrote:
>
>> **
>>  Hi All,
>>
>>
>> When we have a list of records in a form after a search and we scroll up
>> and down without making any change, we must never get the question "Do you
>> want to save the request".
>>
>> As we know we can do the  field to make disable  change flag should be
>> enable so that it will not ask for the "Do you want to save the request"
>>
>>
>> Could you please guide me how to use the Disable Change flag using the
>> Run process .
>> I have written one workflow which will fire window open,Load ,Display
>> Run if: $Operation$!="CREATE"
>> If action : SET CHANGE FLAG 0
>>
>> But it is not working ...
>>
>> Requesting you to guide how to resolve.
>>
>> Thanks in advance
>> Regards
>> Sagar
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Sagar

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Re: ARS 7.6.4+ on Redhat 6

[Raj]

ARS 7.6.04 SP5 to be specific.

On Thursday, November 14, 2013 4:01:12 PM UTC-8, PC Wai wrote:
>
> ** 
>  Hi Listers,
>  
> Does anyone install ARS 7.6.4 or higher to Linux Redhat 6 successfully? 
> Thanks in advance!
>  
> Regards 
> PC Wai 
>
> Technology Consultant, Service Management – Production Integrity 
> Member of the *TELUS *team
> the future is friendly®
>  
>  
>  _ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: ARS 7.6.4+ on Redhat 6

[Ravi]

Yup, we have ARS 7.6.04 on Redhat Linux 6  up and running against Oracle
11gR2.

On Thursday, November 14, 2013, PC Wai wrote:

> **
>  Hi Listers,
>
> Does anyone install ARS 7.6.4 or higher to Linux Redhat 6 successfully?
> Thanks in advance!
>
> Regards
> PC Wai
>
> Technology Consultant, Service Management – Production Integrity
> Member of the *TELUS *team
> the future is friendly®
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Question: How to improve AIS performance

[Victor]

Hello Listers,

Are there any parameter tuning that can be done to enhace the performance of 
AIS?. We have performance issues when multiple users are performing 
simulations or when the CI the simulation is performed on has got several 
relationships/levels of relationships.
Any Idea how to improve performance?

Thanks for your inputs.

AR Server 8.0
Windows 2008
Tomcat 6
MS SQL 2008
Atrium CMDB 8.0

Regards,

Victor Olufowobi

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Re: Web Services and Attachments

[Grooms, Frederick W]

What you do is to map each of them to the same attachment field.  It will 
automatically use the correct part.
In Dev Studio you should see it as:
attachmentName   attachement1/attachmentName
attachmentData attachement1/attachmentData
attachmentOrigSize   attachement1/attachmentOrigSize

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Thursday, November 14, 2013 4:54 PM
To: arslist@ARSLIST.ORG
Subject: Web Services and Attachments

**
Hi listers!

ARS 7.6.04
Windows Server
Apache Tomcat

Basic question here.

I am attempting to consume a Web Service that is associated with another Remedy 
system.  One of the options is to push an attachment (up to 3) from my server 
to the other.

In the Set Field, The web service from my corresponding server is being broken 
out into 3 elements:
attachmentName
attachmentData
attachmentOrigSize

Of course, on my side, all I have is attachement1, 2 and 3

How do I send the attachment?  Is there a way to break my side down into the 3 
elements?  Do I need to?

Any help would be most appreciated!


I've attached a screenshot of my developer studio to illustrate my problem.

--
Warren R. Baltimore II
Remedy Developer
410-533-5367
_ARSlist: "Where the Answers Are" and have been for 20 years_

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ARS 7.6.4+ on Redhat 6

[PC Wai]

Hi Listers,

Does anyone install ARS 7.6.4 or higher to Linux Redhat 6 successfully? Thanks 
in advance!

Regards
PC Wai

Technology Consultant, Service Management - Production Integrity
Member of the TELUS team
the future is friendly(r)



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Re: Modify All and 'Service*+' field on HPD:Help Desk

[Jase Brandon]

Thanks Mike!!! You just made my day! :-)


On Thu, Nov 14, 2013 at 5:44 PM, Tomasiewicz, Mike (Information Technology)
 wrote:

> **
>
> FROM BMC SUPPORT:
>
>
>
> Modify all  will work for SERVICE field. If you want to update several
> records with the same SERVICE field value, this may not be possible with
> Modify All.
>
> Because if you select the menu on SERVICE field it requires the Company or
> Customer field to be populated. And this is not same for multiple records.
>
>
>
> The reported issue has been identified as a defect.
>
> Please find the defect id SW00437134.
>
>
>
>
>
> Thanks!
>
>
>
> .: Mike T :.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jase Brandon
> *Sent:* Thursday, November 14, 2013 4:12 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Modify All and 'Service*+' field on HPD:Help Desk
>
>
>
> **
>
> Thanks Mark, Tauf and Mike - Mike - you wouldn't happen to have that
> defect number handy would you? :-)
>
>
>
> On Thu, Nov 14, 2013 at 5:05 PM, Tomasiewicz, Mike (Information
> Technology)  wrote:
>
> **
>
> BMC has opened a defect for this very issue.
>
>
>
> Thanks!
>
>
>
> .: Mike T :.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Tauf Chowdhury
> *Sent:* Thursday, November 14, 2013 2:05 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Modify All and 'Service*+' field on HPD:Help Desk
>
>
>
> **
>
> Jase,
>
> I think I remember that field being dependent on either the Customer
> Company field being populated or the actually customer itself in the
> qualification of that menu.
>
> Sent from my iPhone
>
>
> On Nov 14, 2013, at 2:55 PM, "Brittain, Mark" 
> wrote:
>
> **
>
> Hi Jase,
>
>
>
> When you select the Service menu there is an active link
> HPD:INC:SErviceCI_10_OnCREATESet that does a set field. If the set field
> doesn’t fill in the fields 20003, 303519300 the system no doubt assumes
> the user typed something in. Don’t know what these fields are but you’ll be
> able to find them in studio.
>
>
>
> All I did to get this was to turn on active link logging and select from
> the Service Menu. Does this active link fire on mod-all? You may have to do
> some more digging, but hope this gets you started.
>
>
>
> Mark
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Jase
> Brandon
> *Sent:* Thursday, November 14, 2013 1:57 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Modify All and 'Service*+' field on HPD:Help Desk
>
>
>
> **
>
> Hello All,
>
> 7.6.04 SP2
>
> The Help Desk gets a large group of automatically generated Incidents with
> a generic Service of "automated ticket creation", they then need to do a
> modify all on these Incidents and assign en masse these Incidents with the
> correct assigned group, service, etc. All the rest of the fields appear to
> work fine with Modify All, but the 'Service*+' field gets the error "no
> entries in menu" after you select 'Modify All' and can't be modified en
> masse. Has anyone else seen this? I seem to remember something about
> 'Modify All' and certain fields with search menus. I thought one of you
> guys may remember and save me a few hours of research.
>
> Thanks in Advance,
>
> Jase
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> --
>
> 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_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Modify All and 'Service*+' field on HPD:Help Desk

[Tomasiewicz, Mike (Information Technology)]

FROM BMC SUPPORT:



Modify all  will work for SERVICE field. If you want to update several records 
with the same SERVICE field value, this may not be possible with Modify All.

Because if you select the menu on SERVICE field it requires the Company or 
Customer field to be populated. And this is not same for multiple records.



The reported issue has been identified as a defect.

Please find the defect id SW00437134.


Thanks!

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
Sent: Thursday, November 14, 2013 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Modify All and 'Service*+' field on HPD:Help Desk

**
Thanks Mark, Tauf and Mike - Mike - you wouldn't happen to have that defect 
number handy would you? :-)

On Thu, Nov 14, 2013 at 5:05 PM, Tomasiewicz, Mike (Information Technology) 
mailto:mike.tomasiew...@conagrafoods.com>> 
wrote:
**
BMC has opened a defect for this very issue.

Thanks!

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf 
Chowdhury
Sent: Thursday, November 14, 2013 2:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Modify All and 'Service*+' field on HPD:Help Desk

**
Jase,
I think I remember that field being dependent on either the Customer Company 
field being populated or the actually customer itself in the qualification of 
that menu.

Sent from my iPhone

On Nov 14, 2013, at 2:55 PM, "Brittain, Mark" 
mailto:mbritt...@navisite.com>> wrote:
**
Hi Jase,

When you select the Service menu there is an active link 
HPD:INC:SErviceCI_10_OnCREATESet that does a set field. If the set field 
doesn't fill in the fields 20003, 303519300 the system no doubt assumes the 
user typed something in. Don't know what these fields are but you'll be able to 
find them in studio.

All I did to get this was to turn on active link logging and select from the 
Service Menu. Does this active link fire on mod-all? You may have to do some 
more digging, but hope this gets you started.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
Sent: Thursday, November 14, 2013 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Modify All and 'Service*+' field on HPD:Help Desk

**
Hello All,
7.6.04 SP2

The Help Desk gets a large group of automatically generated Incidents with a 
generic Service of "automated ticket creation", they then need to do a modify 
all on these Incidents and assign en masse these Incidents with the correct 
assigned group, service, etc. All the rest of the fields appear to work fine 
with Modify All, but the 'Service*+' field gets the error "no entries in menu" 
after you select 'Modify All' and can't be modified en masse. Has anyone else 
seen this? I seem to remember something about 'Modify All' and certain fields 
with search menus. I thought one of you guys may remember and save me a few 
hours of research.

Thanks in Advance,
Jase
_ARSlist: "Where the Answers Are" and have been for 20 years_


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_
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Re: Modify All and 'Service*+' field on HPD:Help Desk

[Jase Brandon]

Thanks Mark, Tauf and Mike - Mike - you wouldn't happen to have that defect
number handy would you? :-)


On Thu, Nov 14, 2013 at 5:05 PM, Tomasiewicz, Mike (Information Technology)
 wrote:

> **
>
> BMC has opened a defect for this very issue.
>
>
>
> Thanks!
>
>
>
> .: Mike T :.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Tauf Chowdhury
> *Sent:* Thursday, November 14, 2013 2:05 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Modify All and 'Service*+' field on HPD:Help Desk
>
>
>
> **
>
> Jase,
>
> I think I remember that field being dependent on either the Customer
> Company field being populated or the actually customer itself in the
> qualification of that menu.
>
> Sent from my iPhone
>
>
> On Nov 14, 2013, at 2:55 PM, "Brittain, Mark" 
> wrote:
>
> **
>
> Hi Jase,
>
>
>
> When you select the Service menu there is an active link
> HPD:INC:SErviceCI_10_OnCREATESet that does a set field. If the set field
> doesn’t fill in the fields 20003, 303519300 the system no doubt assumes
> the user typed something in. Don’t know what these fields are but you’ll be
> able to find them in studio.
>
>
>
> All I did to get this was to turn on active link logging and select from
> the Service Menu. Does this active link fire on mod-all? You may have to do
> some more digging, but hope this gets you started.
>
>
>
> Mark
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Jase
> Brandon
> *Sent:* Thursday, November 14, 2013 1:57 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Modify All and 'Service*+' field on HPD:Help Desk
>
>
>
> **
>
> Hello All,
>
> 7.6.04 SP2
>
>
> The Help Desk gets a large group of automatically generated Incidents with
> a generic Service of "automated ticket creation", they then need to do a
> modify all on these Incidents and assign en masse these Incidents with the
> correct assigned group, service, etc. All the rest of the fields appear to
> work fine with Modify All, but the 'Service*+' field gets the error "no
> entries in menu" after you select 'Modify All' and can't be modified en
> masse. Has anyone else seen this? I seem to remember something about
> 'Modify All' and certain fields with search menus. I thought one of you
> guys may remember and save me a few hours of research.
>
> Thanks in Advance,
>
> Jase
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> --
>
> 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_
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Modify All and 'Service*+' field on HPD:Help Desk

[Tomasiewicz, Mike (Information Technology)]

BMC has opened a defect for this very issue.

Thanks!

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Thursday, November 14, 2013 2:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Modify All and 'Service*+' field on HPD:Help Desk

**
Jase,
I think I remember that field being dependent on either the Customer Company 
field being populated or the actually customer itself in the qualification of 
that menu.

Sent from my iPhone

On Nov 14, 2013, at 2:55 PM, "Brittain, Mark" 
mailto:mbritt...@navisite.com>> wrote:
**
Hi Jase,

When you select the Service menu there is an active link 
HPD:INC:SErviceCI_10_OnCREATESet that does a set field. If the set field 
doesn’t fill in the fields 20003, 303519300 the system no doubt assumes the 
user typed something in. Don’t know what these fields are but you’ll be able to 
find them in studio.

All I did to get this was to turn on active link logging and select from the 
Service Menu. Does this active link fire on mod-all? You may have to do some 
more digging, but hope this gets you started.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
Sent: Thursday, November 14, 2013 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Modify All and 'Service*+' field on HPD:Help Desk

**
Hello All,
7.6.04 SP2


The Help Desk gets a large group of automatically generated Incidents with a 
generic Service of "automated ticket creation", they then need to do a modify 
all on these Incidents and assign en masse these Incidents with the correct 
assigned group, service, etc. All the rest of the fields appear to work fine 
with Modify All, but the 'Service*+' field gets the error "no entries in menu" 
after you select 'Modify All' and can't be modified en masse. Has anyone else 
seen this? I seem to remember something about 'Modify All' and certain fields 
with search menus. I thought one of you guys may remember and save me a few 
hours of research.

Thanks in Advance,
Jase
_ARSlist: "Where the Answers Are" and have been for 20 years_


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: Analytics with Custom ARS Forms?

[Josh]

Carol, 

Dashboards can be used with custom forms.  No extra work is needed.  When 
utilizing Dashboards with custom forms I find it important to create the form 
with the Dashboards software in mind.  Dashboards is normally utilized as a 
higher level metric than Analytics.  In other words, it doesn't have the 
fidelity to get in the weeds as much as Analytics.  However, dashboards offers  
better graphic presentation.  These graphic depictions utilize data a bit 
differently than Analytics, therefore I find a need to take this into account 
when designing a custom form to utilize with Dashboards.

Hope that helps :-)
Josh 

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Re: Perl script runs == but not under a run process

[patrick zandi]

good idea.. should have thought of that..



On Thu, Nov 14, 2013 at 3:05 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> **
>
> It looks like the perl is suddenly getting an error code of 0x89.  Since
> you state that it runs correctly from the server it sounds like something
> in the environment that ARS is running under has changed or is missing
> something that the perl needs.
>
>
>
> Compare the environment that ARS has with the environment you have when
> the perl works.
>
> You can change your before.txt   to be something like  set >> before.txt
>   or   env >> before.txt
>
> Either of those should give you the environment that ARS has so you can
> compare it to when the perl works
>
>
>
> Fred
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi
> *Sent:* Thursday, November 14, 2013 1:34 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Perl script runs == but not under a run process
>
>
>
> **
>
> We suddenly are getting an error never seen before..
>
> this is a long standing peice of code that suddenly for some strange
> reason started failing.
>
> Run process /folder/file.pl "xx" "yy"
>
> Perl script runs fine, however the system ARS 7.1 does not appear to run
> it anymore.
>
> we added to the filter a command line of   date >> before.txt   date
> >> after.txt
>
> before and after dot txt show up.. so we know the filter should have
> executed the perl script.
>
> The perl script does an import into the system a .xls file into the
> arssystem
>
> Remember the perscript works and has not changed.
>
> AR Fork is showing the process 1 with exit code of 0x0
>
>
> AR Fork is showing the process 2 with exit code of 0x89
>
> AR Fork is showing the process 3 with exit code of 0x0
>
>
>
> any hints out there..
>
> --
> Patrick Zandi
>
>
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Patrick Zandi

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Re: Perl script runs == but not under a run process

[Deyon Dussie]

We had similar issue. 

Try  unset PERL5LIB; << Script>>

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Re: Perl script runs == but not under a run process

[Grooms, Frederick W]

It looks like the perl is suddenly getting an error code of 0x89.  Since you 
state that it runs correctly from the server it sounds like something in the 
environment that ARS is running under has changed or is missing something that 
the perl needs.

Compare the environment that ARS has with the environment you have when the 
perl works.
You can change your before.txt   to be something like  set >> before.txt   or   
env >> before.txt
Either of those should give you the environment that ARS has so you can compare 
it to when the perl works

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Thursday, November 14, 2013 1:34 PM
To: arslist@ARSLIST.ORG
Subject: Perl script runs == but not under a run process

**
We suddenly are getting an error never seen before..
this is a long standing peice of code that suddenly for some strange reason 
started failing.
Run process /folder/file.pl "xx" "yy"
Perl script runs fine, however the system ARS 7.1 does not appear to run it 
anymore.
we added to the filter a command line of   date >> before.txt   date >> 
after.txt
before and after dot txt show up.. so we know the filter should have executed 
the perl script.
The perl script does an import into the system a .xls file into the arssystem
Remember the perscript works and has not changed.
AR Fork is showing the process 1 with exit code of 0x0

AR Fork is showing the process 2 with exit code of 0x89

AR Fork is showing the process 3 with exit code of 0x0

any hints out there..
--
Patrick Zandi



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Re: Modify All and 'Service*+' field on HPD:Help Desk

[Tauf Chowdhury]

Jase,
I think I remember that field being dependent on either the Customer Company 
field being populated or the actually customer itself in the qualification of 
that menu. 

Sent from my iPhone

> On Nov 14, 2013, at 2:55 PM, "Brittain, Mark"  wrote:
> 
> **
> Hi Jase,
>  
> When you select the Service menu there is an active link 
> HPD:INC:SErviceCI_10_OnCREATESet that does a set field. If the set field 
> doesn’t fill in the fields 20003, 303519300 the system no doubt assumes 
> the user typed something in. Don’t know what these fields are but you’ll be 
> able to find them in studio.
>  
> All I did to get this was to turn on active link logging and select from the 
> Service Menu. Does this active link fire on mod-all? You may have to do some 
> more digging, but hope this gets you started.
>  
> Mark
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
> Sent: Thursday, November 14, 2013 1:57 PM
> To: arslist@ARSLIST.ORG
> Subject: Modify All and 'Service*+' field on HPD:Help Desk
>  
> **
> Hello All,
> 7.6.04 SP2
> 
> 
> The Help Desk gets a large group of automatically generated Incidents with a 
> generic Service of "automated ticket creation", they then need to do a modify 
> all on these Incidents and assign en masse these Incidents with the correct 
> assigned group, service, etc. All the rest of the fields appear to work fine 
> with Modify All, but the 'Service*+' field gets the error "no entries in 
> menu" after you select 'Modify All' and can't be modified en masse. Has 
> anyone else seen this? I seem to remember something about 'Modify All' and 
> certain fields with search menus. I thought one of you guys may remember and 
> save me a few hours of research. 
> 
> Thanks in Advance,
> 
> Jase
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> 
> 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_

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Re: Modify All and 'Service*+' field on HPD:Help Desk

[Brittain, Mark]

Hi Jase,

When you select the Service menu there is an active link 
HPD:INC:SErviceCI_10_OnCREATESet that does a set field. If the set field 
doesn't fill in the fields 20003, 303519300 the system no doubt assumes the 
user typed something in. Don't know what these fields are but you'll be able to 
find them in studio.

All I did to get this was to turn on active link logging and select from the 
Service Menu. Does this active link fire on mod-all? You may have to do some 
more digging, but hope this gets you started.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
Sent: Thursday, November 14, 2013 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Modify All and 'Service*+' field on HPD:Help Desk

**
Hello All,
7.6.04 SP2

The Help Desk gets a large group of automatically generated Incidents with a 
generic Service of "automated ticket creation", they then need to do a modify 
all on these Incidents and assign en masse these Incidents with the correct 
assigned group, service, etc. All the rest of the fields appear to work fine 
with Modify All, but the 'Service*+' field gets the error "no entries in menu" 
after you select 'Modify All' and can't be modified en masse. Has anyone else 
seen this? I seem to remember something about 'Modify All' and certain fields 
with search menus. I thought one of you guys may remember and save me a few 
hours of research.

Thanks in Advance,
Jase
_ARSlist: "Where the Answers Are" and have been for 20 years_


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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: Perl script runs == but not under a run process

[Nyall McCavitt]

Hi,

Try calling the perl script from a shell script. My solaris environment
prevents the Remedy systmem from calling the perl scripts directly but
everything runs fine via a shell script.

Hope that this helps.

Nyall
 On Nov 14, 2013 8:34 PM, "patrick zandi"  wrote:

> **
> We suddenly are getting an error never seen before..
> this is a long standing peice of code that suddenly for some strange
> reason started failing.
>
> Run process /folder/file.pl "xx" "yy"
> Perl script runs fine, however the system ARS 7.1 does not appear to run
> it anymore.
> we added to the filter a command line of   date >> before.txt   date
> >> after.txt
> before and after dot txt show up.. so we know the filter should have
> executed the perl script.
>
> The perl script does an import into the system a .xls file into the
> arssystem
>
> Remember the perscript works and has not changed.
>
> AR Fork is showing the process 1 with exit code of 0x0
>
> AR Fork is showing the process 2 with exit code of 0x89
>
> AR Fork is showing the process 3 with exit code of 0x0
>
>
> any hints out there..
>
> --
> Patrick Zandi
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Perl script runs == but not under a run process

[patrick zandi]

We suddenly are getting an error never seen before..
this is a long standing peice of code that suddenly for some strange reason
started failing.

Run process /folder/file.pl "xx" "yy"
Perl script runs fine, however the system ARS 7.1 does not appear to run it
anymore.
we added to the filter a command line of   date >> before.txt   date
>> after.txt
before and after dot txt show up.. so we know the filter should have
executed the perl script.

The perl script does an import into the system a .xls file into the
arssystem

Remember the perscript works and has not changed.

AR Fork is showing the process 1 with exit code of 0x0

AR Fork is showing the process 2 with exit code of 0x89

AR Fork is showing the process 3 with exit code of 0x0


any hints out there..

-- 
Patrick Zandi

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AtriumSSO feedback

[John Baker]

Axton

The problem with SAML is that it isn't quite "a standard". I thought it 
would be easy to pick up an open source SAML Service Provider library 
and plug it into SSO Plugin. Three weeks later, we'd pretty much written 
our own implementation because even the open source libraries were a 
little complicated, ie tied to JBoss, or coupled with masses of 
enterprise "stuff" that's completely irrelevant to Mid Tier / AR System.


For example, why would we need a SAML Identity Provider for Mid Tier? 
It's a service, not an Identity Provider. Microsoft ADFS or Ping 
Federate are perfectly sufficient Identity Providers.


Yet, OpenAM and hence AtriumSSO has an Identity Provider implementation. 
This adds more complication, weight and debugging effort to the product. 
It's luggage BMC can't eject, because they are re-badging OpenAM, and 
hence it's carried to each deployment of AtriumSSO.


I've heard BMC are running hacked versions of OpenAM/AtriumSSO for the 
BMC OnDemand service, because it required 'bending' to make it integrate 
with customer Identity Provider implementations. The cost to BMC of such 
an approach is crazy: two instances of the same product, working 
differently!


For example, Juniper network devices only support a single target URL, 
ie you can only configure access to /arsys/home or /arsys/forms/*, not 
both), so a 'single entry point' for Mid Tier is required, ie 
/arsys/jss-sso/saml/authenticate, which automatically redirects to the 
user's requested entry point (which isn't how Mid Tier works).


For example, I believe Symphony Identity Management requires a funny 
POST URL to the IDP, ie http://idp/?RelayState=http://midtier/arsys/home 
- clearly, you don't pass a GET request when making a POST request 
(where the RelayState parameter should be passed in the form).


For example, AtriumSSO does not support multi-tenant single-sign on, ie 
multiple different customers sharing the same Mid Tier instance. Even 
with an 'enterprise' solution bolted into the architecture, it still 
can't deal with two SAML configurations. Which I find a little odd 
because OpenAM is supposed to support this through the use of Realms :)



John

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Modify All and 'Service*+' field on HPD:Help Desk

[Jase Brandon]

Hello All,
7.6.04 SP2


The Help Desk gets a large group of automatically generated Incidents with
a generic Service of "automated ticket creation", they then need to do a
modify all on these Incidents and assign en masse these Incidents with the
correct assigned group, service, etc. All the rest of the fields appear to
work fine with Modify All, but the 'Service*+' field gets the error "no
entries in menu" after you select 'Modify All' and can't be modified en
masse. Has anyone else seen this? I seem to remember something about
'Modify All' and certain fields with search menus. I thought one of you
guys may remember and save me a few hours of research.

Thanks in Advance,

Jase

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Re: AtriumSSO feedback

[Axton]

I tend to agree.  I am not sure why they don't simply create a
configuration page in their products that allows for the configuration of
the most common SSO integration methods:
  - HTTP Header (provide name of the header, define trusted IPs, etc.)
  - SAML Configuration
  - Kerberos
  - Client certificates

Then document the configuration steps required to use the available methods.

The pages to configure the authentication could look something like these:
  http://blog.newrelic.com/wp-content/uploads/SAML_screen.png
  https://www.netiq.com/documentation/idm401/agpro/graphics/ssoconfig1.png
  https://www.netiq.com/communities/media/img/13456-1.png
  http://indirat.files.wordpress.com/2009/08/sforce-sp-config31.png

Though most of these authentication methods require some level of technical
expertise to implement properly, most of these authentication methods are
well known.  The methods to hook into these using Java or C are well known
and many libraries exist to do just that.

The last thing I want to see is another solution to do the same thing as
other solution(s) within the enterprise.  Competing products in the same
space is a waste of time and money and integrating the two typically proves
challenging and expensive and wrought with compromise.

Bundling a completely separate piece of of an enterprise infrastructure
with your product to do what most enterprises already do makes little sense
to me.

Axton Grams


On Thu, Nov 14, 2013 at 6:26 AM, John Baker
wrote:

> Hello
>
> There was a question from someone in the BMC DN AtriumSSO community asking
> for feedback (positive and negative) on AtriumSSO. I posted some feedback
> but thought it may be useful to share it here, as not everyone reads BMC DN
> (you know, ARSList is where it's happening :). My diatribe follows.
>
>
> The fundamental issue with AtriumSSO is that it's the wrong product
> implementing the wrong architecture for use by the wrong audience.
>
> The wrong product
>
> If you want an enterprise SSO solution, ie a standalone "never intended to
> integrate with AR System" solution, you have a choice of providers (Ping,
> IBM, Microsoft, CA, RSA, Forgerock) and Forgerock is near the bottom of the
> list for wide-spread corporate use. The sheer amount of money BMC have
> spent attempting to shoe-horn OpenAM into their product set could have been
> spent paying some other company to complete the job. Whilst the outcome may
> have been equally difficult to use, at least the core solution would be
> supported and improved by a company who has a good grasp of the technology.
>
> The wrong architecture
>
> The "hub and spoke" model is a choice large organisations may make when
> integrating their own SSO solutions with a single product. Or they may host
> their applications in a farm and provide the SSO facility, with the
> reasonable expectation that the end product will provide a generic SSO
> implementation out of the box.
>
> Yet, BMC have embarked on their own hub and spoke model, ensuring that
> when an organisation has already adopted their own, the integration effort
> is enormous.
>
> For example, deploying AtriumSSO to read an HTTP header/cookie (a common
> approach in the farm model) is complete over-kill. In the simplest
> no-frills case, it's a few lines of Java amounting to a 20k class file.
> 20k, not 650Mbs of application or whatever AtriumSSO currently weighs.
>
> For example, deploying AtriumSSO to integrate with Ping Federate means you
> have a separate set of servers/load balancing configuration for your
> AtriumSSO deployment, on top of the Mid Tier deployment, when Ping can
> provide a perfectly sufficient integration module (that should fit into Mid
> Tier) to avoid such a complicated deployment.
>
> For example, deploying AtriumSSO to integrate with Active Directory to
> provide Windows Authentication gives you all of the extra hardware
> complexity for a half complete implementation of Windows Authentication.
> Users would be better off with a copy of IIS and the BMC open source
> community SSO code (less hardware, a BMC supported configuration, etc).
>
> The wrong audience
>
> The idea that BMC can package a complicated "corporate-SSO" solution into
> a box and make it user friendly is both far fetched and not in line with
> the principals that underpin BMC AR System.
>
> Organisations invest in BMC AR System because it's easy to use and deploy;
> because they can quickly modify a user interface to suit their business
> needs. Those organisations are employing people with business-analytic
> skillsets who have AR System development knowledge, not people who enjoy
> managing their own Certificate Authorities. Sure, there are exceptions -
> there are a number of ex-Perl/C/Java developers who have moved into the AR
> System space, but the majority do not enjoy the complexities of debugging
> SSL stack traces.
>
> Indeed, I don't either. Despite years of trying, I still find mutual-SSL
> with multiple Certificate Authorit

Re: 8.1 stack installer docs??

[munesh konda]

Hello Richter,

Below link is starting point of 8.1 stack installation documentation and
 you can extract the PDF for this topic as well.

https://docs.bmc.com/docs/display/public/itsm81/Installing+the+BMC+Remedy+ITSM+Suite+Preconfigured+Stack

Thanks.

Regards
Munesh


On Thu, Nov 14, 2013 at 9:43 PM, Richter, Howard (CEI - Atlanta) <
howard.rich...@coxinc.com> wrote:

> **
>
> Hi all,
>
>
>
> I just downloaded the 8.1 stack installer and all of the docs, but cannot
> find the stack installer doc.
>
>
>
> What am I missing?
>
>
>
> Thanks,
>
>
>
> hbr
>
>
>
> [image: Description: Description: Description: Cox Enterprises, 
> Inc]
>
> Howard Richter, Remedy Administrator
>
> 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
>
> Email = howard.rich...@coxinc.com
>
> Office = 678.645.4633, Cell = 404.226.2745
>
> *Cox Innovation Agent (CIA)*
>
> [image: Description: Description:
> http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png][image:
> Description: Description:
> http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.png][image:
> Description: Description:
> http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.png]
>
> Submit your idea today for a chance to earn a badge and be entered into a
> monthly drawing for a $10 gift card.
> *Submit your idea:* 
> http://innovation.coxenterprises.com/*ideas*
> *View your badges:* http://innovation.coxenterprises.com/ideas/SitePages/
> *yourbadges.aspx*
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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<><><><>

Email Engine Install on Separate Server

[Raj]

Hi All,
Working on installing ARS 7.6.04 on Linux using Silent Installer.
We have provisioned new servers/VMs for ARS, EE & MidTier respectively.
Finished installing ARS .7.6.04 on ARS Server, now looking into MidTier and 
Email Engine install.

Is it possible to install just Email Engine on a separate server/ Linux VM 
or do I need to have ARS installed as well?

Thank you,
Raj

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8.1 stack installer docs??

[Richter, Howard (CEI - Atlanta)]

Hi all,

I just downloaded the 8.1 stack installer and all of the docs, but cannot find 
the stack installer doc.

What am I missing?

Thanks,

hbr

[Description: Description: Description: Cox Enterprises, 
Inc]
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
[Description: Description: 
http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png][Description:
 Description: 
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.png][Description:
 Description: 
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.png]
Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/ideas
View your badges: 
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx


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<><><><>

Remove test company from flash board...

[Suresh Loganathan]

Hi Team,

I am having an issue with remedy flash board. Default, the remedy having
test companies. i hav removed that from remedy. but, i dono how to remove
from flash board. it,s available into overview console. The diagrmatic
representation shows that test company name. how to remove that . please
advise.

Remedy Version:8.1.

Regards,

SURESH L

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Re: Disable change flag

[Mueller, Doug]

Finally,

Why on $OPERATION$ != "CREATE"?   This is really only an issue on the modify 
window
so why not $OPERATION$ = "MODIFY"?

And, why on all the firing conditions you  are stating.  The message is only 
issued
on attempting to close the window.  So, why not fire on the conditions that are
about closing the window so that No matter when during the open window the 
change
occurs, the flag is cleared right at the point that the window is closing and
getting ready to issue the message?

Doug

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, November 14, 2013 6:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Disable change flag

I think the first question is what active links are changing data on displaying 
of a record.   Run active link logging and correct those so you don't have to 
resort to the SET-CHANGE-FLAG 

Also I hope it is just a typo in your email, but the run process command is  
SET-CHANGE-FLAG  not  SET CHANGE FLAG And is your workflow set at order 999 so 
it fires after all other active links?

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of vidyasagar kommu
Sent: Thursday, November 14, 2013 7:57 AM
To: arslist@ARSLIST.ORG
Subject: Disable change flag

**
Hi All,
 
When we have a list of records in a form after a search and we scroll up and 
down without making any change, we must never get the question "Do you want to 
save the request".
As we know we can do the  field to make disable  change flag should be enable 
so that it will not ask for the "Do you want to save the request"
 
Could you please guide me how to use the Disable Change flag using the Run 
process .
I have written one workflow which will fire window open,Load ,Display Run if: 
$Operation$!="CREATE"
If action : SET CHANGE FLAG 0
 
But it is not working ...
 
Requesting you to guide how to resolve.
 
Thanks in advance
Regards
Sagar 

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Re: Disable change flag

[Grooms, Frederick W]

I think the first question is what active links are changing data on displaying 
of a record.   Run active link logging and correct those so you don't have to 
resort to the SET-CHANGE-FLAG 

Also I hope it is just a typo in your email, but the run process command is  
SET-CHANGE-FLAG  not  SET CHANGE FLAG
And is your workflow set at order 999 so it fires after all other active links?

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of vidyasagar kommu
Sent: Thursday, November 14, 2013 7:57 AM
To: arslist@ARSLIST.ORG
Subject: Disable change flag

** 
Hi All,
 
When we have a list of records in a form after a search and we scroll up and 
down without making any change, we must never get the question "Do you want to 
save the request".
As we know we can do the  field to make disable  change flag should be enable 
so that it will not ask for the "Do you want to save the request"
 
Could you please guide me how to use the Disable Change flag using the Run 
process .
I have written one workflow which will fire window open,Load ,Display 
Run if: $Operation$!="CREATE"
If action : SET CHANGE FLAG 0
 
But it is not working ...
 
Requesting you to guide how to resolve.
 
Thanks in advance
Regards
Sagar 

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Re: Disable change flag

[LJ LongWing]

Sagar,
What is the actual run-process that you are executing, please
copy/pastebecause what you have provided isn't proper syntax.
 Andwhat is the error you are getting, if any.


On Thu, Nov 14, 2013 at 6:57 AM, vidyasagar kommu  wrote:

> **
> Hi All,
>
>
> When we have a list of records in a form after a search and we scroll up
> and down without making any change, we must never get the question "Do you
> want to save the request".
>
> As we know we can do the  field to make disable  change flag should be
> enable so that it will not ask for the "Do you want to save the request"
>
>
> Could you please guide me how to use the Disable Change flag using the Run
> process .
> I have written one workflow which will fire window open,Load ,Display
> Run if: $Operation$!="CREATE"
> If action : SET CHANGE FLAG 0
>
> But it is not working ...
>
> Requesting you to guide how to resolve.
>
> Thanks in advance
> Regards
> Sagar
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Disable change flag

[vidyasagar kommu]

Hi All,


When we have a list of records in a form after a search and we scroll up
and down without making any change, we must never get the question "Do you
want to save the request".

As we know we can do the  field to make disable  change flag should be
enable so that it will not ask for the "Do you want to save the request"


Could you please guide me how to use the Disable Change flag using the Run
process .
I have written one workflow which will fire window open,Load ,Display
Run if: $Operation$!="CREATE"
If action : SET CHANGE FLAG 0

But it is not working ...

Requesting you to guide how to resolve.

Thanks in advance
Regards
Sagar

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AtriumSSO feedback

[John Baker]

Hello

There was a question from someone in the BMC DN AtriumSSO community 
asking for feedback (positive and negative) on AtriumSSO. I posted some 
feedback but thought it may be useful to share it here, as not everyone 
reads BMC DN (you know, ARSList is where it's happening :). My diatribe 
follows.



The fundamental issue with AtriumSSO is that it's the wrong product 
implementing the wrong architecture for use by the wrong audience.


The wrong product

If you want an enterprise SSO solution, ie a standalone "never intended 
to integrate with AR System" solution, you have a choice of providers 
(Ping, IBM, Microsoft, CA, RSA, Forgerock) and Forgerock is near the 
bottom of the list for wide-spread corporate use. The sheer amount of 
money BMC have spent attempting to shoe-horn OpenAM into their product 
set could have been spent paying some other company to complete the job. 
Whilst the outcome may have been equally difficult to use, at least the 
core solution would be supported and improved by a company who has a 
good grasp of the technology.


The wrong architecture

The "hub and spoke" model is a choice large organisations may make when 
integrating their own SSO solutions with a single product. Or they may 
host their applications in a farm and provide the SSO facility, with the 
reasonable expectation that the end product will provide a generic SSO 
implementation out of the box.


Yet, BMC have embarked on their own hub and spoke model, ensuring that 
when an organisation has already adopted their own, the integration 
effort is enormous.


For example, deploying AtriumSSO to read an HTTP header/cookie (a common 
approach in the farm model) is complete over-kill. In the simplest 
no-frills case, it's a few lines of Java amounting to a 20k class file. 
20k, not 650Mbs of application or whatever AtriumSSO currently weighs.


For example, deploying AtriumSSO to integrate with Ping Federate means 
you have a separate set of servers/load balancing configuration for your 
AtriumSSO deployment, on top of the Mid Tier deployment, when Ping can 
provide a perfectly sufficient integration module (that should fit into 
Mid Tier) to avoid such a complicated deployment.


For example, deploying AtriumSSO to integrate with Active Directory to 
provide Windows Authentication gives you all of the extra hardware 
complexity for a half complete implementation of Windows Authentication. 
Users would be better off with a copy of IIS and the BMC open source 
community SSO code (less hardware, a BMC supported configuration, etc).


The wrong audience

The idea that BMC can package a complicated "corporate-SSO" solution 
into a box and make it user friendly is both far fetched and not in line 
with the principals that underpin BMC AR System.


Organisations invest in BMC AR System because it's easy to use and 
deploy; because they can quickly modify a user interface to suit their 
business needs. Those organisations are employing people with 
business-analytic skillsets who have AR System development knowledge, 
not people who enjoy managing their own Certificate Authorities. Sure, 
there are exceptions - there are a number of ex-Perl/C/Java developers 
who have moved into the AR System space, but the majority do not enjoy 
the complexities of debugging SSL stack traces.


Indeed, I don't either. Despite years of trying, I still find mutual-SSL 
with multiple Certificate Authorities difficult to get my head around. 
Equally, ask me a business-analytic style question on ITSM processes and 
I will politely decline to contribute. But give me a Fiddler or 
Wireshark trace of some SSO related problem and I've got a fairly good 
chance of providing an answer.




John

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Attachment field to use in IncidentInterface

[Sweety]

Hi List,

I am trying to add an attachment to an incident from IncidentInterface form but 
attachment is not getting added to the workinfo of an incident. I tried to use 
both the fields but cannot add attachments.

Can you help me and tell me which field to use from IncidentInterface form ?

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