Re: Friday Special, The First Post to the ARSList
I, too started Remedy AR System development in 1995 on version 2.x on an HP-UX/Oracle platform. One had to be quite creative back then as I believe that Query (Search) menus didn't even exist. * Push fields were done by creating and attaching a macro to an active link..(even earlier a call to some program called setAnyField, I think) * Both the fields AND form were one solid color in the User Tool * Buttons with the same name had to be stacked one on top of the other if one wanted different actions to fire on the same click. * There was no Else action. * There were no trim fields. * No join forms * There were five objects (Form, menu, active link, filter, escalation), period. * There were two menu types [character or file] * A windows version of the Admin Tool did not exist. We've come a long way. Thanks, Dan and any partners for giving us this forum. Michelle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer Sent: Monday, February 17, 2014 1:16 PM To: arslist@ARSLIST.ORG Subject: Re: Friday Special, The First Post to the ARSList ** June 1995 ARSlist later that year Went through several training classes (mgmt believed in those then) and then worked with a very experienced contractor/developer before being allowed to do easy things ... lol ... he was cautious. Lucky enough at two long term companies and a 2 yr stint as a contractor, to remain a 'custom' developer in enterprise systems. Of course during the whole time always an administrator, tester, project manager, guidance counselor, trimmer of the herd of requests, crystal ball interpreter, salesperson, defender etc. On Mon, Feb 17, 2014 at 12:55 PM, Reiser, John J john.j.rei...@lmco.commailto:john.j.rei...@lmco.com wrote: ** I've been working Remedy since before the dark days. I started with ARS 2.0 and ARtext 1.5x in late 1994. I cheered when checkboxes were announced until they showed us that they were square single choice radio buttons, but I digress. All custom all the time. I lost my original enrollment date in ARSList when an overzealous Exchange server rejected every posting as spam but Dan got me back online quickly. I didn't want to leave 4.5.2 and now I'm faced with weaning people off of 7.6.0x for the Mid Tier. I've come to accept the Dev Studio but still work with Les' ARUtilities and Misi's RRR tools to get things done. Good times, good times. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Friday, February 14, 2014 4:13 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Friday Special, The First Post to the ARSList ** I wonder how many List members are from 2000 or earlier Some of us are still 100% pure custom (no CMDB, no ITSM) Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel Sent: Friday, February 14, 2014 3:04 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: ADM: Friday Special, The First Post to the ARSList ** Well, me being me I have chosen a random Friday for this. I was a bit busy on the true anniversary date. So, for fun, I thought I would repost the first post to the ARSlist, which of course was me. I took the liberty of correcting my spelling errors. For the newbies on the list, the ones that joined after around 1995, originally there was no Help Desk or ITSM suite, at some point Remedy Corp. created a Help Desk template. We created our own Help Desk from scratch, which of course with the Remedy Admin tool didn't take long :) 21 years ago we had a 3.5GL that provided more functionality to developers than Service Now has created so far for it's developers, but I digress. ... Dan - Date: Tue, 2 Nov 1993 10:03:20 -0500 From: Daniel Bloom, Senior Consultant, CCIS/Help Services dan...@yorku.camailto:dan...@yorku.ca Subject: Welcome To: arsl...@orion.yorku.camailto:arsl...@orion.yorku.ca Errors-To: postmas...@orion.yorku.camailto:postmas...@orion.yorku.ca Reply-To: arsl...@orion.yorku.camailto:arsl...@orion.yorku.ca Message-Id: 9311021003.zm18...@afep.yorku.camailto:9311021003.zm18...@afep.yorku.ca X-Envelope-To: d...@remedy.commailto:d...@remedy.com X-Mailer: Z-Mail (2.1.5 20sep93) Status: RO I've just noticed that there are currently 27 registrants to the list, but no one has ever sent a note to it! Hence this note. Welcome to the ARS List, primarily for the discussion of ARS related issues by those members of the HelpDesk list that are running this product. It is
Re: Atrium SSO with ARS
Hi, Are you sure about your statement below, did you contact the JSS guys to validate? Any SSO works on the principle as you have described based on the configuration - it uses the Cross Reference Blank Passwords Checkbox to trigger the External Authentication, if a password is present in the User form the External Authentication is not triggered and the system uses the password to validate the User. An SSO just extends this functionality to allow you to seamlessly Authenticate with the External store(s). Best to head over to BMC Communities for Atrium SSO information, the product guys sit across the Discussion Boards there and you will find lots of information on configuration, bugs, etc. It is not the easiest product in the world to setup and configure as there are many moving parts to it. _ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Santosh kumar s Sent: 18 February 2014 05:30 To: arslist@ARSLIST.ORG Subject: Re: Atrium SSO with ARS ** Hi Jim, yes, even we were also thought of using JSSO, but throught JSSO we will not be able to met the second requirments i had mentioned below(i.e User having account only in Remedy and they should get authenticated from Remedy(Password present in User form) itself). so we had switch over to Atrium SSO. Regards, Santosh Kumar S On Tue, Feb 18, 2014 at 4:18 AM, Jim Coryat (jcoryat) jcor...@micron.com wrote: ** Santosh, We have been using Java System Solution's SSO solution for two years now and it has been flawless. Great support as well! Jim Coryat x34655 From: Santosh kumar s [mailto:santura...@gmail.com] Sent: Monday, February 17, 2014 11:44 AM Subject: Atrium SSO with ARS ** HI All, Need your suggestions on the below requirements: Atrium SSO to be integrated with ARS( Mid Tier). in Remedy we will be having 2 set of people profiles, i) profiles having Blank password i.e they will be authenticated from AD ii)profiles having password in User form. so, what is the process to be followed to integrate Atrium SSO with Remedy. I have followed the steps given in Atrium SSO guide for Integrating ARS with Atrium SSO and manually configuring mid tier with SSO, but the integration is not working if we have AREA LDAP configurations given in ARS. so request your suggestions if anyone has implemented the above requirements. Regards, Santosh Kumar S _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Friday Special, The First Post to the ARSList
Hi, What was wrong with the old way of performing a push-felds??? Preparation: 1. Record a macro performing a Login (with hard coded name/password) followed by a Modify-All operation with the qualifier of choice 2. Move the macro to your server Execution: 3. A filter run-process passes values and qualification options via the command line interface to runmacro.exe 4. Runmacro.exe hopefully executes as expected and updates the reccord(s) Best Regards - Misi, RRR AB, http://rrr.se I know Join forms were introduced in 3.2, and I think push field actions were added in 4.0, amazing that we were able to do what we did without some of the things we have now :) ** Yes tab fields were introduced in version 4.00 which helped us customize the look and feel of older helpdesk forms to shorten their lengths so no scrolling was required. You may be right about currency fields not being a 4.5 feature - it could be later. Joe -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Theo Fondse *Sent:* Monday, February 17, 2014 1:50 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Friday Special, The First Post to the ARSList ** Oh boy, this does bring back memories..:-) I started With Remedy in late '96 (ver 2.1) and must have joined the list initially around '97 or '98. Even though I also have not been a frequent poster, and like Joe and Dariusz, also switched domains through the years until finally rather settling on using my personal mailbox for the list, the list has been a valuable resource for me ever since those early days - a big thanks to Dan and all the others who also post Friday Humor, good-to-know things and real solutions to issues here! If memory serves me correctly, Joe is right about the versions features - not 100% sure about the currency fields though (... it is a long time ago... :-) ), but I am sure about page tabs being introduced in v4.00 as I am currently back at the company who had the very first implementation of ARS v4.00 in my country (South Africa). I remember making the decision to design and develop their first event logging system (still running) on the new, feared and unknown v4.00 because v3.2.1. did not offer tabs and the customer expected a like-or-better GUI than the VB-based app we had to replace. At the time, I was sick and tired of battling the mess of placing and hiding fields on top of each other to make the system appear to have tabs with buttons and active links. That turned out to be the right decision in the end. :--) This company is still a 100% custom-built shop and I truly hope that it will stay that way, because custom-built shops are a dying breed in the Remedy space in my country. @ Dan: With 4214 current subscribers, you have come a long way with keeping the list going from that first lot of 27..Thanks a stack!! :-) @Dariusz: Just do a quick scan through the subject lines once in the morning and pick the topics of interest to you. There sometimes truly is too much to read each and every post Best Regards, Theo On Sun, Feb 16, 2014 at 5:42 PM, Joe D'Souza jdso...@shyle.net wrote: ** Brings back some memories too... Trim fields were introduced in version 3 I think with horizontal and vertical lines. You actually needed to check MPSO and buy an MPSO license in that version and the next in order to implement multiple processes. It was actually recognized as a feature. There were no currency fields until much later (version 4.5 I think). Good naming convention however has not lost as much importance as some of the other features have lost as others were built over them. I still think you could end up with quite a messy system with bad or arbitrary conventions. And yes Shared Workflow came in version 5.x if I recall right, and if used correctly is a very useful tool. I do not recall the exact year I joined, but it could not have been as early as mid 1998 (that was the timeframe I began with Remedy) but not as late as after 1999. I think somewhere mid 1999.. Since then I have switched a domain, and then stuck to my joe_rem...@yahoo.com address for quite a while now as its my personal address. Joe -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Charlie Lotridge *Sent:* Friday, February 14, 2014 4:21 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Friday Special, The First Post to the ARSList ** Hi Dan Fred, This brings back memories. Though I've only been a very infrequent participant in the ARSList (something I've been lately trying to change), I've been working with ARS for nearly as long. I was with Brookhaven National Lab (home of the RHIC) back in the 93-94 timeframe when we bought ARS at version (something like) 1.2b. I was the lead
Re: 8.1 Mid Tier Issues Resolved
Hi, I have actually seen this issue at a few customers over the past year due to using shared resources across their VM's, so actually it is not redundant (yet). It also depends on the JVM version being used and the VM underlying technology that has been used also e.g. VMware, Microsoft, etc. Memory management is much better in later versions of the products, but there are still customers using older versions due to costs, etc. Dependent on the number of connections that the JVM has configured (and other configuration settings for Tomcat, etc), it will utilise the upper RAM requirement and then to a GC on this heap size regardless of if the lower heap size is not set to lower or not - if the memory is there for the JVM to use it will, especially in the later versions of the Mid Tier and the way you setup the ecache to utilise the additional memory. The way you configure the GC parameters affect the length of the GC collection i.e. fast collection, full collection, low pause collection, etc. Each system is different and there are a number of parameters that can affect the way GC and memory works such as hardware, OS, etc, so each system needs to be evaluated individually for memory mapping using the available tools JConsole, etc and the used GC settings. BMC recommends this to pre-allocate the memory to the JVM so it is always available and the VM does not have to go source this (from the shared pool) when required, which may not be available (which is usually a rare case with the latest versions of VM technologies) - however, as mentioned, I have seen this in the past year at customers who have over extended the amount of VM's on their system which then causes out of memory errors in the JVM when attempting to grow the heap size. As Axton has mentioned, the JRE is not a broken piece of software but in earlier versions it did not do a great job with memory or GC - in fact there are GC settings that were only introduced on the later versions of the JVM (1.6.0_14 - which was around 2009 I believe), and there have been plenty of JVM updates since the good old versions of Java 5 (1.5.0_12) which was the minimum for ARS 7.1, and still is listed as the minimum for 7.6.04 (so no GC parameters to use there for this version). The later JVM versions do a much better job, and dependent on the version you even get some of the GC parameters pre-configured during the installation e.g. 8.x has some GC parameters set by default. So, best to evaluate this on a case by case basis using the tools available - one size fits all does not work well in this case. _ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: 18 February 2014 04:45 To: arslist@ARSLIST.ORG Subject: Re: 8.1 Mid Tier Issues Resolved ** The reason behind that used to be (and probably still holds good), that if you initiate your java virtual machine with the initial, and when it requires more memory later, it actually chokes up a little when attempting to grab that additional memory. Also in case some other process taken that available memory at that time, you could have memory problems. That was the justification to keep both the startup and maximum memory the same, wherein you allocate the memory that you think your JVM requires right from the start, and leave it at that, so irrespective of whether or not it does require that much memory at any given point of time is irrelevant, as long as its available for use when needed. With memory management being improvised with improved software and hardware, this may probably be a redundant reason now, so worth looking at whether or not having two different parameter values for MS and MX is worth it. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Monday, February 17, 2014 9:49 PM To: arslist@ARSLIST.ORG Subject: Re: 8.1 Mid Tier Issues Resolved Axton, I echo your thoughts. That used to be a recommendation but in the newer releases, it's no longer necessary to call all the memory up front. The system should be able to use what his necessary. Was that a recommendation from BMC? Sent from my iPhone On Feb 17, 2014, at 9:45 PM, Axton axton.gr...@gmail.com wrote: ** Why do you do this: Set the Initial memory pool and Maximum memory pool to be the same? Axton Grams On Mon, Feb 17, 2014 at 12:26 PM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Good afternoon, I wanted to come back and post some of the issues that we were running into and what solved them. Basically, we had three issues: 1) Mid Tier seemed to slow down for about 30 seconds every 15 minutes or so. 2) Tomcat would crash with memory issues. 3) Mid Tier would display Caught exception errors all over the place. There are many
Atrium SSO with ARS
Santosh I think there's some confusion. Neither of your scenarios require an SSO solution. 1. Blank password in User form This is one part of the AR System configuration to send an authentication event to an AREA plugin. Whether that's a link to an SSO solution or an LDAP solution. 2. Password set in User form This represents a standard AR System user account and tells AR System not to do (1) above. If your only requirements are for users to login with a Windows username/password or with a fixed AR System account, then you don't need an SSO solution. But just to clarify your point, the JSS SSO Plugin supports a fixed AR System user account and always has done, because it's an AR System feature not an SSO Plugin feature. There is of course very little reason to have them, fixed admin users being the common case, because SSO Plugin includes technology to validate a Windows username/password against a Windows Domain Controller without the need for an LDAP plugin. However if you want to use an LDAP plugin with SSO Plugin, that's fine. Further more, the JSS SSO Plugin Java AREA plugin (new in version 4) supports the BMC AREA LDAP plugin in a chained fashion, which is not supported by AtriumSSO. So if you're a fan of the Windows User Tool and you want to login with your Windows credentials, or even with an SSO enabled WUT, BMC provide no solution. Finally, in case you're not aware, AtriumSSO (being OpenAM) does not contain a fully featured Windows Authentication plugin, hence many BMC customers (and we keep finding them - or rather, they find us) are struggling to get a reliable open IE and sign in to ITSM without logging in solution with AtriumSSO. Ultimately, I guess you get what you pay for... John http://www.javasystemsolutions.com/jss/ssoplugin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Debugging escalations
Hello All, On a windows 8, ARS/ITSM 7.6.04 sp1, is there a utility like the arlogtimer to debug escalations. Is there some utility to indicate which escalations are taking long time to run. If escalations on pool1 are taking quite some time to execute, are there any pointers to debug the same? Many thanks in advance for the help. Sonia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Rif: Direct access URL used in email notification - AR 7.6
Hi Pietro, you have to build an url like this in your email text, http://REMEDYWEBPROD.intranet.servizi:8080/arsys/servlet/ViewFormServlet?server=remedyprod.intranet.serviziform=WRBorsaitalianamode=Modifyqual=%27Entry_ID%27%3D%22$yourtiketid$%22+AND+%27Cod+UO%27%3D%2207165%22 In notify action you can also check the 'Web URL' option. Luisa Da: team.rem...@libero.it team.rem...@libero.it Per:arslist@ARSLIST.ORG, Data: 17/02/2014 15:03 Oggetto:Direct access URL used in email notification - AR 7.6 Inviato da: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Hi Folks, I am currently trying to implement a hard link in an email notification to the incident number from a custom on submit response notification filter. Question: Can someone provide me with a working example that provides this functionality? Have a url link to an incident in an email response... I have tried the following on my server and I can get to the incident form but I can't get to the incident number.. as it tells me No matching requests (or no permission to requests) for qualification criteria. (ARWARN 9296) Pietro. Environment: BMC ITSM : 7.6.04 SP 4 Ar Server : 7.6.0.4 SP % OS/platform version: Red Hat Enterprise Linux Server release 6.4 (Santiago), kernel 2.6.32-358.23.2.el6.x86_64 Database vendor/version - Remote or local: Oracle Database 11g Release 11.2.0.3.0 - 64bit Production configured as remote ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years La presente comunicazione e' destinata esclusivamente al soggetto indicato piu' sopra quale destinatario o ad eventuali altri soggetti autorizzati a riceverla. Essa contiene informazioni strettamente confidenziali e riservate, la cui comunicazione o diffusione a terzi e' proibita, salvo che non sia stata espressamente autorizzata.Se avete ricevuto questa comunicazione per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri supporti. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: graycol.gif
AW: Rif: Direct access URL used in email notification - AR 7.6
Hi there, you can find some information about the URLs in the PDF Mid-Tier Guide for 7.6, too. HTH Rüdiger Luisa Clotilde Carena luisaclotilde.car...@sgsbp.it schrieb am Di, 18.2.2014: Betreff: Rif: Direct access URL used in email notification - AR 7.6 An: arslist@ARSLIST.ORG Datum: Dienstag, 18. Februar, 2014 11:30 Uhr ** Hi Pietro, you have to build an url like this in your email text, http://REMEDYWEBPROD.intranet.servizi:8080/arsys/servlet/ViewFormServlet?server=remedyprod.intranet.serviziform=WRBorsaitalianamode=Modifyqual=%27Entry_ID%27%3D%22$yourtiketid$%22+AND+%27Cod+UO%27%3D%2207165%22 In notify action you can also check the 'Web URL' option. Luisa team.rem...@libero.it ---17/02/2014 15:03:49---Hi Folks, I am currently trying to implement a hard link in an email notification to the Da:team.rem...@libero.it team.rem...@libero.it Per: arslist@ARSLIST.ORG, Data: 17/02/2014 15:03 Oggetto: Direct access URL used in email notification - AR 7.6 Inviato da:Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Hi Folks, I am currently trying to implement a hard link in an email notification to the incident number from a custom on submit response notification filter. Question: Can someone provide me with a working example that provides this functionality? Have a url link to an incident in an email response... I have tried the following on my server and I can get to the incident form but I can't get to the incident number.. as it tells me No matching requests (or no permission to requests) for qualification criteria. (ARWARN 9296) Pietro. Environment: BMC ITSM : 7.6.04 SP 4 Ar Server : 7.6.0.4 SP % OS/platform version: Red Hat Enterprise Linux Server release 6.4 (Santiago), kernel 2.6.32-358.23.2.el6.x86_64 Database vendor/version - Remote or local: Oracle Database 11g Release 11.2.0.3.0 - 64bit Production configured as remote ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years La presente comunicazione e' destinata esclusivamente al soggetto indicato piu' sopra quale destinatario o ad eventuali altri soggetti autorizzati a riceverla. Essa contiene informazioni strettamente confidenziali e riservate, la cui comunicazione o diffusione a terzi e' proibita, salvo che non sia stata espressamente autorizzata.Se avete ricevuto questa comunicazione per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri supporti. _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
Connection has timed out in midtier
Hello Gurus!!! I am running on ARS/ITSM 7.6.04 Sp2, midtier 7.6.04Sp2 Windows 2008, SQL Server. Once I change a password and relogin, midtier gives a time-Out Error (Connection has timed out) while user logs for the first time, this only happens from PC's outside company's domain. From the same machine if the user logs in second time, it gets through If the same operation is performed within the company's domain, there is no error. I bet this is to do with network and connectivity. We have blocked the ping and telnet features. Please assist. Regards, Sonia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: 8.1 Mid Tier Issues Resolved
You've explained the reasoning behind setting them both to be the same. Also, I feel that we're utilizing way too little memory for Tomcat but I'm going with the amounts BMC suggested. I may tweak the memory settings over time to use more because we have like 8GB of physical memory on that server and run nothing but the mid tier on it. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Monday, February 17, 2014 10:45 PM To: arslist@ARSLIST.ORG Subject: Re: 8.1 Mid Tier Issues Resolved ** The reason behind that used to be (and probably still holds good), that if you initiate your java virtual machine with the initial, and when it requires more memory later, it actually chokes up a little when attempting to grab that additional memory. Also in case some other process taken that available memory at that time, you could have memory problems. That was the justification to keep both the startup and maximum memory the same, wherein you allocate the memory that you think your JVM requires right from the start, and leave it at that, so irrespective of whether or not it does require that much memory at any given point of time is irrelevant, as long as its available for use when needed. With memory management being improvised with improved software and hardware, this may probably be a redundant reason now, so worth looking at whether or not having two different parameter values for MS and MX is worth it. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Monday, February 17, 2014 9:49 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: 8.1 Mid Tier Issues Resolved Axton, I echo your thoughts. That used to be a recommendation but in the newer releases, it's no longer necessary to call all the memory up front. The system should be able to use what his necessary. Was that a recommendation from BMC? Sent from my iPhone On Feb 17, 2014, at 9:45 PM, Axton axton.gr...@gmail.commailto:axton.gr...@gmail.com wrote: ** Why do you do this: Set the Initial memory pool and Maximum memory pool to be the same? Axton Grams On Mon, Feb 17, 2014 at 12:26 PM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** Good afternoon, I wanted to come back and post some of the issues that we were running into and what solved them. Basically, we had three issues: 1) Mid Tier seemed to slow down for about 30 seconds every 15 minutes or so. 2) Tomcat would crash with memory issues. 3) Mid Tier would display Caught exception errors all over the place. There are many other ITSM 8.1 issues so don't get the idea that I think it's a great release out of the box but this is specifically about Mid Tier rather than a list of all the issues we ran into. Anyway, the solutions for the issues we ran into are: 1) It turned out someone had enabled Developer Cache Mode. That had to be turned off. Rather than blaming a developer, I suspect that one of the installers did it. 2) To resolve the memory issues, we had to change the JVM settings that Tomcat used to be something like this: a. Set the Initial memory pool and Maximum memory pool to be the same. b. Set the Java options to be something like this (excluding the sections that set default directories): -XX:+UseParallelGC -XX:-UseCompressedOops -XX:PermSize=1024m -XX:+HeapDumpOnOutOfMemoryError -Dorg.apache.tomcat.util.buf.UDecoder.ALLOW_ENCODED_SLASH=true 3) To get rid of the caught exception errors, I upgraded Tomcat to 6.0.37 and applied the February 8.1 Mid Tier patch linked to in an earlier thread. At this point, my Mid Tier is stable. Some users still have to delete their browser cache whenever we clear the cache on the Mid Tier, but it's not as bad as it was. One negative change is that we get 500 server errors now on rare occasions due to local cache being corrupted. Something not good but not terrible is that flushing the cache takes at least twice as long as it used to, but that's still manageable since we aren't changing code as often as we did right after putting ITSM 8.1 into production. Overall I think performance of 8.1 is slightly better than 7.6.4 over time, but the initial load (even with preloading turned on for common things) seems to take a bit longer. Also, we are still using IE9, which is extremely buggy and a factor as well. That's all I can think of for now but I hope someone else gets some benefit from this. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where
Re: 8.1 RBE Documentation
Thanks. We've been building some enhancements around troubleshooting these (ultimately we'll be creating an Incident that gets assigned to the Remedy team with hyperlinks to the relevant forms in the case of certain failures.) However, the reprocessing tip for the Messages form will prove invaluable. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sonwane, Subhash Sent: Tuesday, February 18, 2014 1:32 AM To: arslist@ARSLIST.ORG Subject: Re: 8.1 RBE Documentation ** Hi , Please find below information for Troubleshooting RBE, hope it will help you BMC Rule Based Email (RBE) - Troubleshooting * AR Email Engine is installed and the service is running * Integration between Inbound Email and AR System Email is installed ( lookup Share:Application_Interface) * Ensure that the Inbound Rule Engine is enabled * Check AR System Email Error Logs form for any errors * Check the email id from which the email is being sent is a valid email id in People form. * Check that the subject of the email is not one those configured to be rejected ( eg Auto-replies) * Check AR System Email Message form and RBE:Message form to ensure that the email has reached here * Check RBE:Transaction form for any error. If all is fine, you will get the incident# in there * Check the Filter log for any error * Check the Server Plugin Entries related to RBE in the ar.cfg file and referring to Java Plugin Port. * Check the pluginsvr_config.xml file in the AR Server Installation\plugin Directory to see if the Plugin Entries with respect to RBE is present. Stuck E-Mail If for some reason, you have e-mails that failed to send, you can mark them to be resent. * First off you need to resolve the issue in which caused the e-mails to fail. * There are two forms you need to deal with: * RBE-Transactions - shows the status of the e-mail processing. * RBE-Messages - Contains the actual e-mail message. * On the RBE-Transaction form, delete the transaction for this associated e-mail message. * On the RBE-Messages form, you need to modify two fields: * Field 1 - Value * Field 2 - Value * Hitting save will re-process the message again. Regards, Subhash Sonwane Mobile: +91 - 9860340274 E-mail: ssonw...@columnit.commailto:ssonw...@columnit.com Column Technologies | BMC Software Worldwide Top Solution Partner 301 / 302 Corporate Plaza, Senapati Bapat Road | Pune, 411016 | www.columnit.com../../../../../sstaniszewski/AppData/Local/Microsoft/Windows/Temporary%20Internet%20Files/Content.Outlook/3PJ5VNJF/www.columnit.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer Sent: 17 February 2014 10:31:PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: 8.1 RBE Documentation ** Hi Shawn, Is this RBE something that is ITSM? We're on 8.1 and I do not find anything looking like RBE. What is the form name? Thanks, Susan On Mon, Feb 17, 2014 at 8:54 AM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** So we've been on 8.1 for a few weeks now (I should post an update to the Mid Tier issues thread, it's mostly working for me now.) We ripped out our fully-functional custom email processing code to use the Rules Based Email stuff that was added in 8.1. It seems to work most of the time, but it's mostly undocumented and difficult to troubleshoot. Is anyone else using this 8.1 functionality and has more thorough documentation than BMC provides? Specifically, I'm looking for information on how to troubleshoot the RBE, and what to do when a failure occurs and how you can resubmit an email. For example, I found a failure that was due to the email address being incorrect in the People record, so I updated the People record and would like to go re-submit the email to process. On the RBE:Message form there's a Status field that you would think you should be able to set back to New and it would trigger the workflow, but without looking at it my guess is that the filters only trigger on submit. I'm planning on running some logs so I can try to fix BMC's code, but if anyone has any documentation on how things should work, please share it with me so I don't end up reinventing the wheel, fire, etc. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please
Re: Atrium SSO with ARS
Santosh, Be sure to open a ticket with BMC - The BMC SSO team is very good and willing to work with you to execute the SSO solution. Thank you, Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Santosh kumar s Sent: Monday, February 17, 2014 1:44 PM To: arslist@ARSLIST.ORG Subject: Atrium SSO with ARS ** HI All, Need your suggestions on the below requirements: Atrium SSO to be integrated with ARS( Mid Tier). in Remedy we will be having 2 set of people profiles, i) profiles having Blank password i.e they will be authenticated from AD ii)profiles having password in User form. so, what is the process to be followed to integrate Atrium SSO with Remedy. I have followed the steps given in Atrium SSO guide for Integrating ARS with Atrium SSO and manually configuring mid tier with SSO, but the integration is not working if we have AREA LDAP configurations given in ARS. so request your suggestions if anyone has implemented the above requirements. Regards, Santosh Kumar S _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
Charleston, SC Remedy Developer opportunity
My name is Bo Deas and I am a technical recruiter for TEKsystems here in Charleston, SC. I wanted to reach out to this site regarding a Remedy Developer position that I am working on. It is an upgrade from 7.1 to 8.1 and heavily involves the use of Atrium CMDB and Remedy ITSM. This will be a right to hire opportunity with the potential to go permanent if desired. Also this will be developing an enterprise-wide application that is supporting SPAWAR's Atlantic headquarters here in Charleston. The salary range is completely open at this moment and a security clearance is required. Please give me a call if you are interested in speaking more about this position, I would like the opportunity to learn more about Remedy skill sets and how this system works. Thanks! Bo sd...@teksystems.com 843-207-2511 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
arserverd binding to 0.0.0.0
Hi List, How can I make the arserverd executable listen on a given, specific IP Address and not on 0.0.0.0? By default, arserverd binds to the interface 0.0.0.0. My RHEL 6.4 server has 5 IP Addresses. I want it to bind only to one of the 5 IP Addresses that I mention in armonitor.conf. armonitor.conf: /apps/tim/ar/timw0/bin/arserverd.sh -s dc5chw-000 -i /apps/tim/ar/timw0 -l /etc/arsystem/dc5chw-000 In this line, the server name is mentioned as dc5chw-000. I want arserverd to bind only to this IP Address. How can I achieve this? Environment: ARS 8.1 Patch 2 on RHEL 6.4 Thanks Radhika +44 20718 25880 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: arserverd binding to 0.0.0.0
it apparently does not think it has a nic, or have a default address. Need to ensure that the address is up and operational and functioning prior to install. On Tue, Feb 18, 2014 at 8:13 AM, Narayanan, Radhika radhika.naraya...@cgi.com wrote: ** Hi List, How can I make the arserverd executable listen on a given, specific IP Address and not on 0.0.0.0? By default, arserverd binds to the interface 0.0.0.0. My RHEL 6.4 server has 5 IP Addresses. I want it to bind only to one of the 5 IP Addresses that I mention in armonitor.conf. armonitor.conf: /apps/tim/ar/timw0/bin/arserverd.sh -s dc5chw-000 -i /apps/tim/ar/timw0 -l /etc/arsystem/dc5chw-000 In this line, the server name is mentioned as dc5chw-000. I want arserverd to bind only to this IP Address. How can I achieve this? Environment: ARS 8.1 Patch 2 on RHEL 6.4 Thanks Radhika +44 20718 25880 _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
RESOLVED: Flashboards and Email Service Wont Start
Thanks Parshuram Copying the msvcr100.dll from jre7 installation to the C:\Program Files\BMC Software\ARSystem\AREmail folder as well as flashboard folder fixed the issue. Date: Tue, 18 Feb 2014 00:42:41 -0600 From: parshuram_walunj...@bmc.com Subject: Re: Flashboards and Email Service Wont Start To: arslist@ARSLIST.ORG ** If you are using JRE 7 then JRE 7 is expecting msvcr100.dll should be in path. Following are 2 ways to solve your problem.1) You need to copy msvcr100.dll from jre7 installation to in C:\Program Files\BMC Software\ARSystem\AREmail folder as well as flashboard folder.OR 2) You can set env PATH variable to till jre7 bin folder.Also refer this link .https://communities.bmc.com/thread/90885 Hope this helps you. Parshuram From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Shaffer Sent: 18 February 2014 3:42:AM To: arslist@ARSLIST.ORG Subject: Flashboards and Email Service Wont Start ** ARS 7.6.04 SP4 ITSM 7.6.04 SP4 I just upgraded the java on my server from Java 6u31 to Java 7u51. After the java upgrade, the Flashboards and Email services will no longer start. There are no error logs generated in the Flashboards or Email directory. ARS seems to be functioning as expected. These are the steps I took.I uninstalled jre6 and installed jre7I updated the armonitor.log and replaced jre6 with jre7I updated the emailstart.bat and emailstop.bat and replace jre6 with jre7I updated the jvm.dll path in the registry. under HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC Remedy Flashboards Server and HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC Remedy Email Server The error in the event viewer shows Could not load the Java Virtual Machine Am I missing some other file that needs updated? Thanks in advance. Kevin _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Is there a way to hide the Knowledge Article link when searching for a service on the SRM in 8.1
Thanks Ravi Rai. I had figured as much. Making the changes now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: 8.1 Mid Tier Issues Resolved
The cost of allocating memory is negligible compared to the cost of huge full garbage collections resulting from an fixed/over-sized heap. Watch the GC statistics when setting them mix/max to high values equal to one another. I guarantee at 6gb you will see pause times 1 minute. The frequency of that pause will be driven by the activity on the mid-tier server. 1 minute pause times in the mid-tier will usability issues with your application. This pause time will impact internal cache operations, user request/response operations, session management operations, etc. On Mon, Feb 17, 2014 at 10:44 PM, Joe D'Souza jdso...@shyle.net wrote: ** The reason behind that “used to be” (and probably still holds good), that if you initiate your java virtual machine with the initial, and when it requires more memory later, it actually chokes up a little when attempting to grab that additional memory. Also in case some other process taken that available memory at that time, you could have memory problems. That was the justification to keep both the startup and maximum memory the same, wherein you allocate the memory that you think your JVM requires right from the start, and leave it at that, so irrespective of whether or not it does require that much memory at any given point of time is irrelevant, as long as its available for use when needed. With memory management being improvised with improved software and hardware, this may probably be a redundant reason now, so worth looking at whether or not having two different parameter values for MS and MX is worth it. Joe -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Tauf Chowdhury *Sent:* Monday, February 17, 2014 9:49 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: 8.1 Mid Tier Issues Resolved Axton, I echo your thoughts. That used to be a recommendation but in the newer releases, it's no longer necessary to call all the memory up front. The system should be able to use what his necessary. Was that a recommendation from BMC? Sent from my iPhone On Feb 17, 2014, at 9:45 PM, Axton axton.gr...@gmail.com wrote: ** Why do you do this: Set the Initial memory pool and Maximum memory pool to be the same? Axton Grams On Mon, Feb 17, 2014 at 12:26 PM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Good afternoon, I wanted to come back and post some of the issues that we were running into and what solved them. Basically, we had three issues: 1) Mid Tier seemed to “slow down” for about 30 seconds every 15 minutes or so. 2) Tomcat would crash with memory issues. 3) Mid Tier would display “Caught exception” errors all over the place. There are many other ITSM 8.1 issues so don’t get the idea that I think it’s a great release out of the box but this is specifically about Mid Tier rather than a list of all the issues we ran into. Anyway, the solutions for the issues we ran into are: 1) It turned out someone had enabled Developer Cache Mode. That had to be turned off. Rather than blaming a developer, I suspect that one of the installers did it. 2) To resolve the memory issues, we had to change the JVM settings that Tomcat used to be something like this: a. Set the Initial memory pool and Maximum memory pool to be the same. b. Set the Java options to be something like this (excluding the sections that set default directories): -XX:+UseParallelGC -XX:-UseCompressedOops -XX:PermSize=1024m -XX:+HeapDumpOnOutOfMemoryError -Dorg.apache.tomcat.util.buf.UDecoder.ALLOW_ENCODED_SLASH=true 3) To get rid of the caught exception errors, I upgraded Tomcat to 6.0.37 and applied the February 8.1 Mid Tier patch linked to in an earlier thread. At this point, my Mid Tier is stable. Some users still have to delete their browser cache whenever we clear the cache on the Mid Tier, but it’s not as bad as it was. One negative change is that we get 500 server errors now on rare occasions due to local cache being corrupted. Something not good but not terrible is that flushing the cache takes at least twice as long as it used to, but that’s still manageable since we aren’t changing code as often as we did right after putting ITSM 8.1 into production. Overall I think performance of 8.1 is slightly better than 7.6.4 over time, but the initial load (even with preloading turned on for common things) seems to take a bit longer. Also, we are still using IE9, which is extremely buggy and a factor as well. That’s all I can think of for now but I hope someone else gets some benefit from this. Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and
Re: 8.1 Mid Tier Issues Resolved
Hi, The pauses are based on your GC settings, so you can mitigate this with the correct settings for GC so you do not do a full collection and minimize the pauses which will be less 1 minute - without proper tuning then I agree you will see pauses in excess of 1 minute. The number of available settings is quite large and BMC only provide a small number of settings available. BMC actually now have a good write up on the JVM here: https://docs.bmc.com/docs/display/public/ars81/JVM+runtime+analysis Another good article is here: http://www.infoq.com/articles/G1-One-Garbage-Collector-To-Rule-Them-All JVM tuning is becoming somewhat of an art form now and there are many references available to help. _ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: 18 February 2014 15:48 To: arslist@ARSLIST.ORG Subject: Re: 8.1 Mid Tier Issues Resolved ** The cost of allocating memory is negligible compared to the cost of huge full garbage collections resulting from an fixed/over-sized heap. Watch the GC statistics when setting them mix/max to high values equal to one another. I guarantee at 6gb you will see pause times 1 minute. The frequency of that pause will be driven by the activity on the mid-tier server. 1 minute pause times in the mid-tier will usability issues with your application. This pause time will impact internal cache operations, user request/response operations, session management operations, etc. On Mon, Feb 17, 2014 at 10:44 PM, Joe D'Souza jdso...@shyle.net wrote: ** The reason behind that “used to be” (and probably still holds good), that if you initiate your java virtual machine with the initial, and when it requires more memory later, it actually chokes up a little when attempting to grab that additional memory. Also in case some other process taken that available memory at that time, you could have memory problems. That was the justification to keep both the startup and maximum memory the same, wherein you allocate the memory that you think your JVM requires right from the start, and leave it at that, so irrespective of whether or not it does require that much memory at any given point of time is irrelevant, as long as its available for use when needed. With memory management being improvised with improved software and hardware, this may probably be a redundant reason now, so worth looking at whether or not having two different parameter values for MS and MX is worth it. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Monday, February 17, 2014 9:49 PM To: arslist@ARSLIST.ORG Subject: Re: 8.1 Mid Tier Issues Resolved Axton, I echo your thoughts. That used to be a recommendation but in the newer releases, it's no longer necessary to call all the memory up front. The system should be able to use what his necessary. Was that a recommendation from BMC? Sent from my iPhone On Feb 17, 2014, at 9:45 PM, Axton axton.gr...@gmail.com wrote: ** Why do you do this: Set the Initial memory pool and Maximum memory pool to be the same? Axton Grams On Mon, Feb 17, 2014 at 12:26 PM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Good afternoon, I wanted to come back and post some of the issues that we were running into and what solved them. Basically, we had three issues: 1) Mid Tier seemed to “slow down” for about 30 seconds every 15 minutes or so. 2) Tomcat would crash with memory issues. 3) Mid Tier would display “Caught exception” errors all over the place. There are many other ITSM 8.1 issues so don’t get the idea that I think it’s a great release out of the box but this is specifically about Mid Tier rather than a list of all the issues we ran into. Anyway, the solutions for the issues we ran into are: 1) It turned out someone had enabled Developer Cache Mode. That had to be turned off. Rather than blaming a developer, I suspect that one of the installers did it. 2) To resolve the memory issues, we had to change the JVM settings that Tomcat used to be something like this: a. Set the Initial memory pool and Maximum memory pool to be the same. b. Set the Java options to be something like this (excluding the sections that set default directories): -XX:+UseParallelGC -XX:-UseCompressedOops -XX:PermSize=1024m -XX:+HeapDumpOnOutOfMemoryError -Dorg.apache.tomcat.util.buf.UDecoder.ALLOW_ENCODED_SLASH=true 3) To get rid of the caught exception errors, I upgraded Tomcat to 6.0.37 and applied the February 8.1 Mid Tier patch linked to in an earlier thread. At this point, my Mid Tier is stable. Some users still have to delete their browser cache whenever we clear the cache on the Mid Tier, but it’s not
Re: 8.1 Mid Tier Issues Resolved
Full gc will always pause the app. The different methods of gc attempt to mitigate this with different strategies, but only take you sobfar. The 75 second pausesbibsaw were with parnewgc and cms with 6gb min and max heap on a 1.6 jdk. On Feb 18, 2014 10:39 AM, Carl Wilson carlbwil...@gmail.com wrote: ** Hi, The pauses are based on your GC settings, so you can mitigate this with the correct settings for GC so you do not do a full collection and minimize the pauses which will be less 1 minute - without proper tuning then I agree you will see pauses in excess of 1 minute. The number of available settings is quite large and BMC only provide a small number of settings available. BMC actually now have a good write up on the JVM here: https://docs.bmc.com/docs/display/public/ars81/JVM+runtime+analysis Another good article is here: http://www.infoq.com/articles/G1-One-Garbage-Collector-To-Rule-Them-All JVM tuning is becoming somewhat of an art form now and there are many references available to help. -- Kind Regards, *Carl Wilson* http://www.missingpiecessoftware.com/ *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Axton *Sent:* 18 February 2014 15:48 *To:* arslist@ARSLIST.ORG *Subject:* Re: 8.1 Mid Tier Issues Resolved ** The cost of allocating memory is negligible compared to the cost of huge full garbage collections resulting from an fixed/over-sized heap. Watch the GC statistics when setting them mix/max to high values equal to one another. I guarantee at 6gb you will see pause times 1 minute. The frequency of that pause will be driven by the activity on the mid-tier server. 1 minute pause times in the mid-tier will usability issues with your application. This pause time will impact internal cache operations, user request/response operations, session management operations, etc. On Mon, Feb 17, 2014 at 10:44 PM, Joe D'Souza jdso...@shyle.net wrote: ** The reason behind that “used to be” (and probably still holds good), that if you initiate your java virtual machine with the initial, and when it requires more memory later, it actually chokes up a little when attempting to grab that additional memory. Also in case some other process taken that available memory at that time, you could have memory problems. That was the justification to keep both the startup and maximum memory the same, wherein you allocate the memory that you think your JVM requires right from the start, and leave it at that, so irrespective of whether or not it does require that much memory at any given point of time is irrelevant, as long as its available for use when needed. With memory management being improvised with improved software and hardware, this may probably be a redundant reason now, so worth looking at whether or not having two different parameter values for MS and MX is worth it. Joe -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Tauf Chowdhury *Sent:* Monday, February 17, 2014 9:49 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: 8.1 Mid Tier Issues Resolved Axton, I echo your thoughts. That used to be a recommendation but in the newer releases, it's no longer necessary to call all the memory up front. The system should be able to use what his necessary. Was that a recommendation from BMC? Sent from my iPhone On Feb 17, 2014, at 9:45 PM, Axton axton.gr...@gmail.com wrote: ** Why do you do this: Set the Initial memory pool and Maximum memory pool to be the same? Axton Grams On Mon, Feb 17, 2014 at 12:26 PM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Good afternoon, I wanted to come back and post some of the issues that we were running into and what solved them. Basically, we had three issues: 1) Mid Tier seemed to “slow down” for about 30 seconds every 15 minutes or so. 2) Tomcat would crash with memory issues. 3) Mid Tier would display “Caught exception” errors all over the place. There are many other ITSM 8.1 issues so don’t get the idea that I think it’s a great release out of the box but this is specifically about Mid Tier rather than a list of all the issues we ran into. Anyway, the solutions for the issues we ran into are: 1) It turned out someone had enabled Developer Cache Mode. That had to be turned off. Rather than blaming a developer, I suspect that one of the installers did it. 2) To resolve the memory issues, we had to change the JVM settings that Tomcat used to be something like this: a. Set the Initial memory pool and Maximum memory pool to be the same. b. Set the Java options to be something like this (excluding the sections that set default directories): -XX:+UseParallelGC -XX:-UseCompressedOops -XX:PermSize=1024m
RKM Idea on BMC Communities
I don't know if it's acceptable to post these here or not, but we're struggling to gain full acceptance for RKM for a few reasons, one being that it's difficult to read anything on it. Specifically, if I make an article with embedded screenshots, the user ends up reading it by playing around with scrollbars on a small box that takes up ¼ of their screen. As a result, I've submitted this idea to the BMC Communities and wanted to get your feedback on it. Also, if your organization uses RKM, how do you get around this issue? https://communities.bmc.com/ideas/5179 Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: arserverd binding to 0.0.0.0
As far as I know the ARS binaries do not bind to an IP. They will bind to a TCP port if one is specified (and/or use portmapper if that is set). If you are not connecting to the AR Server one item to check is the /etc/hosts file. See if the name you used for your AR Server is listed as a valid name for an IP. If it is then check if your DNS server has it listed. Example: AR Server = arsdev01 Physical Server = devserver1 /etc/hosts file # Do not remove the following line, or various programs # that require network functionality will fail. 127.0.0.1 localhost.localdomain localhost ::1 localhost6.localdomain6 localhost6 192.168.1.101 devserver1 devserver1.mycorp.com arsdev01 DNS has a cname record for arsdev01 pointing to 192.168.1.101 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika Sent: Tuesday, February 18, 2014 7:14 AM To: arslist@ARSLIST.ORG Subject: arserverd binding to 0.0.0.0 ** Hi List, How can I make the arserverd executable listen on a given, specific IP Address and not on 0.0.0.0? By default, arserverd binds to the interface 0.0.0.0. My RHEL 6.4 server has 5 IP Addresses. I want it to bind only to one of the 5 IP Addresses that I mention in armonitor.conf. armonitor.conf: /apps/tim/ar/timw0/bin/arserverd.sh -s dc5chw-000 -i /apps/tim/ar/timw0 -l /etc/arsystem/dc5chw-000 In this line, the server name is mentioned as dc5chw-000. I want arserverd to bind only to this IP Address. How can I achieve this? Environment: ARS 8.1 Patch 2 on RHEL 6.4 Thanks Radhika +44 20718 25880 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: arserverd binding to 0.0.0.0
I don't know if 'bind' is the proper term, but Remedy DOES get the MAC address of the first ethernet, and if it can't find that ethernet, I have experienced issues in the past with Remedy starting because it can't tell what the host ID should be. On Tue, Feb 18, 2014 at 10:21 AM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: As far as I know the ARS binaries do not bind to an IP. They will bind to a TCP port if one is specified (and/or use portmapper if that is set). If you are not connecting to the AR Server one item to check is the /etc/hosts file. See if the name you used for your AR Server is listed as a valid name for an IP. If it is then check if your DNS server has it listed. Example: AR Server = arsdev01 Physical Server = devserver1 /etc/hosts file # Do not remove the following line, or various programs # that require network functionality will fail. 127.0.0.1 localhost.localdomain localhost ::1 localhost6.localdomain6 localhost6 192.168.1.101 devserver1 devserver1.mycorp.com arsdev01 DNS has a cname record for arsdev01 pointing to 192.168.1.101 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika Sent: Tuesday, February 18, 2014 7:14 AM To: arslist@ARSLIST.ORG Subject: arserverd binding to 0.0.0.0 ** Hi List, How can I make the arserverd executable listen on a given, specific IP Address and not on 0.0.0.0? By default, arserverd binds to the interface 0.0.0.0. My RHEL 6.4 server has 5 IP Addresses. I want it to bind only to one of the 5 IP Addresses that I mention in armonitor.conf. armonitor.conf: /apps/tim/ar/timw0/bin/arserverd.sh -s dc5chw-000 -i /apps/tim/ar/timw0 -l /etc/arsystem/dc5chw-000 In this line, the server name is mentioned as dc5chw-000. I want arserverd to bind only to this IP Address. How can I achieve this? Environment: ARS 8.1 Patch 2 on RHEL 6.4 Thanks Radhika +44 20718 25880 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Implementing FEMA incident procedure in Remedy ITSM
Hi - All We are moving from BMC SDE to Remedy ITSM and I had a question. In my company's world the word incident has a whole different meaning than the ITIL help desk world. When we declare and incident folks gather into a room and follow the FEMA incident management protocol for resolving the issue. In SDE this meant replacing every instance of the word incident with the word ticket, to avoid confusion. We then tracked our FEMA style incidents in the White Board module. I was hoping that there was someone out there in the Remedy ITSM world who has integrated FEMA type incidents into their system. Being brand new to Remedy, the only path that I can see is to highjack the Problem module for our FEMA type incidents and use the Incident module for our tickets as we did in SDE. Thanks, Tom ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Implementing FEMA incident procedure in Remedy ITSM
Tom, You could use the Work Order module as well. The other way would be to maybe change the wording of your FEMA incident to major incident but that would be a culture change. Sent from my iPhone On Feb 18, 2014, at 12:29 PM, Tom Siegel tsie...@intrado.com wrote: Hi - All We are moving from BMC SDE to Remedy ITSM and I had a question. In my company's world the word incident has a whole different meaning than the ITIL help desk world. When we declare and incident folks gather into a room and follow the FEMA incident management protocol for resolving the issue. In SDE this meant replacing every instance of the word incident with the word ticket, to avoid confusion. We then tracked our FEMA style incidents in the White Board module. I was hoping that there was someone out there in the Remedy ITSM world who has integrated FEMA type incidents into their system. Being brand new to Remedy, the only path that I can see is to highjack the Problem module for our FEMA type incidents and use the Incident module for our tickets as we did in SDE. Thanks, Tom ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Implementing FEMA incident procedure in Remedy ITSM
This could be an example of how a Problem could be used to fix a FEMA Incident. -Original Message- From: Tauf Chowdhury taufc...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Tue, Feb 18, 2014 12:46 pm Subject: Re: Implementing FEMA incident procedure in Remedy ITSM Tom, ou could use the Work Order module as well. he other way would be to maybe change the wording of your FEMA incident to major incident but that would be a culture change. Sent from my iPhone On Feb 18, 2014, at 12:29 PM, Tom Siegel tsie...@intrado.com wrote: Hi - All We are moving from BMC SDE to Remedy ITSM and I had a question. In my ompany's world the word incident has a whole different meaning than the ITIL elp desk world. When we declare and incident folks gather into a room and ollow the FEMA incident management protocol for resolving the issue. In SDE his meant replacing every instance of the word incident with the word ticket, to avoid confusion. We then tracked our FEMA style incidents in the hite Board module. I was hoping that there was someone out there in the Remedy TSM world who has integrated FEMA type incidents into their system. Being brand ew to Remedy, the only path that I can see is to highjack the Problem module or our FEMA type incidents and use the Incident module for our tickets as we id in SDE. Thanks, Tom ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Implementing FEMA incident procedure in Remedy ITSM
You may not have much pull on the decision, but I'd make sure whoever the decision maker is understands that calling Incident Management something else would result in some major (and unnecessary) changes in the system, potentially destabilizing it as you modify all references to Incidents, change the emails, etc. You also are going against the international standards of ITIL, which tie directly to ITSM, as opposed to the non-I.T. standard term of an Incident used by FEMA. As a result, my suggestion would be to just use the term FEMA Incident to track those wherever you need to. Not knowing enough about the requirements, I'd suggest either making it a categorization of some sort, or a template, or if the process doesn't map to ITSM, just build a custom app with hooks into the rest of ITSM as needed. We have a couple of CRM applications that I've built on Remedy that are used by non-I.T. in our environment that work great because ITSM wouldn't have been a good fit for their business needs. AR System is a great rapid application development tool. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tom Siegel Sent: Tuesday, February 18, 2014 11:30 AM To: arslist@ARSLIST.ORG Subject: Implementing FEMA incident procedure in Remedy ITSM Hi - All We are moving from BMC SDE to Remedy ITSM and I had a question. In my company's world the word incident has a whole different meaning than the ITIL help desk world. When we declare and incident folks gather into a room and follow the FEMA incident management protocol for resolving the issue. In SDE this meant replacing every instance of the word incident with the word ticket, to avoid confusion. We then tracked our FEMA style incidents in the White Board module. I was hoping that there was someone out there in the Remedy ITSM world who has integrated FEMA type incidents into their system. Being brand new to Remedy, the only path that I can see is to highjack the Problem module for our FEMA type incidents and use the Incident module for our tickets as we did in SDE. Thanks, Tom ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Implementing FEMA incident procedure in Remedy ITSM
Shawn is absolutely right. This will create years of misery. Don't forget to use the priorities in context as well. Critical Incident is when everyone gets in a room in IT. Some people refer to it as Major Incident Management. Also, if it's helpful, use Request Management terminology where applicable in the Service Type field. User Service Request, User Service Restoration, Infrastructure Event, Inf. Restoration... etc... Let them get through their pain. And if you need to add some qualifying terminology to distinguish between Hurricane Sandy and a Production System outage... use what's the in incident management if it all possible! Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | http://www.northcraftanalytics.com Main - (678) 664-ITSM What is Northcraft Analytics? Find out in 87 Seconds. THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If such an agreement is in place). -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Tuesday, February 18, 2014 1:43 PM To: arslist@ARSLIST.ORG Subject: Re: Implementing FEMA incident procedure in Remedy ITSM You may not have much pull on the decision, but I'd make sure whoever the decision maker is understands that calling Incident Management something else would result in some major (and unnecessary) changes in the system, potentially destabilizing it as you modify all references to Incidents, change the emails, etc. You also are going against the international standards of ITIL, which tie directly to ITSM, as opposed to the non-I.T. standard term of an Incident used by FEMA. As a result, my suggestion would be to just use the term FEMA Incident to track those wherever you need to. Not knowing enough about the requirements, I'd suggest either making it a categorization of some sort, or a template, or if the process doesn't map to ITSM, just build a custom app with hooks into the rest of ITSM as needed. We have a couple of CRM applications that I've built on Remedy that are used by non-I.T. in our environment that work great because ITSM wouldn't have been a good fit for their business needs. AR System is a great rapid application development tool. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tom Siegel Sent: Tuesday, February 18, 2014 11:30 AM To: arslist@ARSLIST.ORG Subject: Implementing FEMA incident procedure in Remedy ITSM Hi - All We are moving from BMC SDE to Remedy ITSM and I had a question. In my company's world the word incident has a whole different meaning than the ITIL help desk world. When we declare and incident folks gather into a room and follow the FEMA incident management protocol for resolving the issue. In SDE this meant replacing every instance of the word incident with the word ticket, to avoid confusion. We then tracked our FEMA style incidents in the White Board module. I was hoping that there was someone out there in the Remedy ITSM world who has integrated FEMA type incidents into their system. Being brand new to Remedy, the only path that I can see is to highjack the Problem module for our FEMA type incidents and use the Incident module for our tickets as we did in SDE. Thanks, Tom ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: RKM Idea on BMC Communities
Honestly, we have faced abysmal adoption of RKM for this and a long list of other UI/Usability issues with the tool that have prevented us from driving adequate adoption. Despite success with other modules/processes we're still in a siloed realm for knowledge management where the various teams continue to use their own solutions (sharepoint, word docs, forum tools, etc.). We're on RKM 7.6.04 so not sure if 8.x is any better. Nate. Nathan Aker IT Service Management McAfee From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Tuesday, February 18, 2014 11:08 AM To: arslist@ARSLIST.ORG Subject: RKM Idea on BMC Communities ** I don't know if it's acceptable to post these here or not, but we're struggling to gain full acceptance for RKM for a few reasons, one being that it's difficult to read anything on it. Specifically, if I make an article with embedded screenshots, the user ends up reading it by playing around with scrollbars on a small box that takes up ¼ of their screen. As a result, I've submitted this idea to the BMC Communities and wanted to get your feedback on it. Also, if your organization uses RKM, how do you get around this issue? https://communities.bmc.com/ideas/5179 Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: RKM Idea on BMC Communities
We're on 8.1 and some aspects are definitely better such as the ability to do searches, but it's still not nearly as strong as the other Remedy modules or how RKM was prior to 7.6.4 as a separate application. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker Sent: Tuesday, February 18, 2014 1:18 PM To: arslist@ARSLIST.ORG Subject: Re: RKM Idea on BMC Communities ** Honestly, we have faced abysmal adoption of RKM for this and a long list of other UI/Usability issues with the tool that have prevented us from driving adequate adoption. Despite success with other modules/processes we're still in a siloed realm for knowledge management where the various teams continue to use their own solutions (sharepoint, word docs, forum tools, etc.). We're on RKM 7.6.04 so not sure if 8.x is any better. Nate. Nathan Aker IT Service Management McAfee From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Tuesday, February 18, 2014 11:08 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: RKM Idea on BMC Communities ** I don't know if it's acceptable to post these here or not, but we're struggling to gain full acceptance for RKM for a few reasons, one being that it's difficult to read anything on it. Specifically, if I make an article with embedded screenshots, the user ends up reading it by playing around with scrollbars on a small box that takes up ¼ of their screen. As a result, I've submitted this idea to the BMC Communities and wanted to get your feedback on it. Also, if your organization uses RKM, how do you get around this issue? https://communities.bmc.com/ideas/5179 Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Implementing FEMA incident procedure in Remedy ITSM
Tom, OK, I am going to get myself into some trouble here, but I just cannot resist. And it is lunchtime so I'm supposed to have a few minutes... I assume you are talking about Incidents as in the ICS or Incident Command System model and standard. For all you out there who ask, what is ICS? It is a set of procedures and processes that have been defined to respond to Incidents. Now, to avoid confusion of terms, the term Incident in this set of processes is not what you are thinking. It is not a server is throwing errors or there is a network storm or a disc drive is full. An Incident is -- The building is on fire -- An earthquake (tornado/supply your own disaster) just hit I mean, we are talking an INCIDENT here. There are people with roles -- Incident Commander, Press Relations, There are procedures for handover between people when they are going off shift. There may be 100s or 1000s of tasks to manage and track. Escalations are very different if someone doesn't respond. You are talking 1 to 2 minutes before something escalates to the next person if the first person doesn't respond (and then anyone in the chain can respond and they have it and others are notified to never mind). You have tasks with things like shut off the gas with details like where wrenches are and attachments with blueprints to show where the gas valve is located. You have the need for repeatitive task groups -- like you may have a set of tasks that you do to evacuate a classroom at a school and you want to run that set of tasks for each classroom all in parallel. All with tracking and management and a consolidated view of status and what has been done and what is pending. You need to throw new tasks into the mix at a moments notice and have it fit into the mix of everything going on. Oh, and you need to be able to test things so you need a simulation mode so you can run drills -- and with that you have automated tasks in the mix that you need to be able to mark to not really run, but pretend you did the step IF in simulation mode but do the real thing if this is a real INCIDENT. (when is the last time you simulated an IT Incident and the response to it) OK, so this is a little different than an IT Incident we are all familiar with. With all this, no, this is not the sweet spot for ITSM. Could you use aspects of things to try and manage smaller situations? Sure. But, there are many aspects of the overall process that are not covered. Now, I am not aware of a product on the market that helps with this. There are a number that are oriented toward helping you write a disaster response plan (and that is important) but nothing to help you run a disaster response. 10 years ago, a lot of work was done to research this area and we actually built a product that did all of the above. It was called the Crisis Response System. It is an AR System application that was written to follow the ICS response model and allow you to encode a response to your disaster plans and to manage the response. The tasking subsystem of ITSM was a subset extracted from this product. Unfortunately, this application is no longer offered. We got good response to the capabilities from customers but they came back with can you help us write our disaster plan as the request. They were struggling to get it written and to have a response plan at all much less automating the response. We got good feedback that the tool solved the response problem, but they struggled (and still do) with what actually are the steps and what should the do. A couple of copies of this are out there -- someone reading this note may be one of the customers who have the solution. This is the type of solution you are looking for if you are looking for an ICS Incident response system. It was a cool application that did many things that were very advanced with the system 10 years ago. Most of which would hold up today -- although I would probably replace the form and fields that were used to show the people and assigned responsibilities with a DVF plugin that was a bit more dynamic than showing/hiding fields as one example of a change. So, can this type of thing be done with the system -- ABSOLUTELY and it has been done before. This is a specialized process that is quite different from a standard ITSM process in many ways and so deserves a separate process to fully do it justice. Now, maybe you are looking for something that is a bit less than earthquake or building on fire type incidents or something a bit less than the full ICS model response and then it is a matter of what are you looking at and what level of features and capabilities are needed to model your process. Then, what portions of ITSM most closely match the model and can they fit within the vision without warping the system too dramatically. Anyway, I have discussed my pet application enough for today. I still have a fondness for this application and what
licenses question (minimum install) ITSM
So we bought ITSM but the install instructions say you need (20 licenses for each module). Does that mean that purchasing ITSM you get free 20 licenses? This must have been covered before... Any where would that information be published. -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Implementing FEMA incident procedure in Remedy ITSM
Doug - I showed a demonstration of that sweet product to the Georgia Department of Transportation. They didn't buy it at the time, but they did buy Remedy. It was sad to see that product go... You got me on board. I was a believer! Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | http://www.northcraftanalytics.com Main - (678) 664-ITSM What is Northcraft Analytics? Find out in 87 Seconds. THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If such an agreement is in place). -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: Tuesday, February 18, 2014 3:43 PM To: arslist@ARSLIST.ORG Subject: Re: Implementing FEMA incident procedure in Remedy ITSM Tom, OK, I am going to get myself into some trouble here, but I just cannot resist. And it is lunchtime so I'm supposed to have a few minutes... I assume you are talking about Incidents as in the ICS or Incident Command System model and standard. For all you out there who ask, what is ICS? It is a set of procedures and processes that have been defined to respond to Incidents. Now, to avoid confusion of terms, the term Incident in this set of processes is not what you are thinking. It is not a server is throwing errors or there is a network storm or a disc drive is full. An Incident is -- The building is on fire -- An earthquake (tornado/supply your own disaster) just hit I mean, we are talking an INCIDENT here. There are people with roles -- Incident Commander, Press Relations, There are procedures for handover between people when they are going off shift. There may be 100s or 1000s of tasks to manage and track. Escalations are very different if someone doesn't respond. You are talking 1 to 2 minutes before something escalates to the next person if the first person doesn't respond (and then anyone in the chain can respond and they have it and others are notified to never mind). You have tasks with things like shut off the gas with details like where wrenches are and attachments with blueprints to show where the gas valve is located. You have the need for repeatitive task groups -- like you may have a set of tasks that you do to evacuate a classroom at a school and you want to run that set of tasks for each classroom all in parallel. All with tracking and management and a consolidated view of status and what has been done and what is pending. You need to throw new tasks into the mix at a moments notice and have it fit into the mix of everything going on. Oh, and you need to be able to test things so you need a simulation mode so you can run drills -- and with that you have automated tasks in the mix that you need to be able to mark to not really run, but pretend you did the step IF in simulation mode but do the real thing if this is a real INCIDENT. (when is the last time you simulated an IT Incident and the response to it) OK, so this is a little different than an IT Incident we are all familiar with. With all this, no, this is not the sweet spot for ITSM. Could you use aspects of things to try and manage smaller situations? Sure. But, there are many aspects of the overall process that are not covered. Now, I am not aware of a product on the market that helps with this. There are a number that are oriented toward helping you write a disaster response plan (and that is important) but nothing to help you run a disaster response. 10 years ago, a lot of work was done to research this area and we actually built a product that did all of the above. It was called the Crisis Response System. It is an AR System application that was written to follow the ICS response model and allow you to encode a response to your disaster plans and to manage the response. The tasking subsystem of ITSM was a subset extracted from this product. Unfortunately, this application is no longer offered. We got good response to the capabilities from customers but they came back with can you help us write our disaster plan as the request. They were struggling to get it written and to have a response plan at all much less automating the response. We got good feedback that the tool solved the response problem, but they struggled (and still do) with what actually are the steps and what should the do. A couple of copies of this are out there -- someone reading this note may be one of the customers who have the solution. This is the type of solution you are looking for if you are looking for an ICS Incident response system. It was a cool application that did many things that were very advanced with the system 10 years ago. Most of which would hold up today --
Re: licenses question (minimum install) ITSM
Patrick, The only 'free' licenses that I'm aware of are the 3 Fixed User licenses you get with the Remedy Server, I believe everything else needs to be purchased. On Tue, Feb 18, 2014 at 1:56 PM, patrick zandi remedy...@gmail.com wrote: ** So we bought ITSM but the install instructions say you need (20 licenses for each module). Does that mean that purchasing ITSM you get free 20 licenses? This must have been covered before... Any where would that information be published. -- Patrick Zandi _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Implementing FEMA incident procedure in Remedy ITSM
I bet it still has merit and was merely ahead of its time. Having just recently worked at a hospital, I can see that being a huge benefit in that sort of environment. They plan for those situations. I can definitely understand your emotional attachment to such a product if it was well designed. Ben Cantatore Remedy Architect Bed Bath Beyond 650 Liberty Avenue Union NJ 07083-8130 Office: (908) 613-5769 Cell: (914) 263-6802 From: Mueller, Doug doug_muel...@bmc.com To: arslist@ARSLIST.ORG, Date: 02/18/2014 03:42 PM Subject:Re: Implementing FEMA incident procedure in Remedy ITSM Sent by:Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Tom, OK, I am going to get myself into some trouble here, but I just cannot resist. And it is lunchtime so I'm supposed to have a few minutes... I assume you are talking about Incidents as in the ICS or Incident Command System model and standard. For all you out there who ask, what is ICS? It is a set of procedures and processes that have been defined to respond to Incidents. Now, to avoid confusion of terms, the term Incident in this set of processes is not what you are thinking. It is not a server is throwing errors or there is a network storm or a disc drive is full. An Incident is -- The building is on fire -- An earthquake (tornado/supply your own disaster) just hit I mean, we are talking an INCIDENT here. There are people with roles -- Incident Commander, Press Relations, There are procedures for handover between people when they are going off shift. There may be 100s or 1000s of tasks to manage and track. Escalations are very different if someone doesn't respond. You are talking 1 to 2 minutes before something escalates to the next person if the first person doesn't respond (and then anyone in the chain can respond and they have it and others are notified to never mind). You have tasks with things like shut off the gas with details like where wrenches are and attachments with blueprints to show where the gas valve is located. You have the need for repeatitive task groups -- like you may have a set of tasks that you do to evacuate a classroom at a school and you want to run that set of tasks for each classroom all in parallel. All with tracking and management and a consolidated view of status and what has been done and what is pending. You need to throw new tasks into the mix at a moments notice and have it fit into the mix of everything going on. Oh, and you need to be able to test things so you need a simulation mode so you can run drills -- and with that you have automated tasks in the mix that you need to be able to mark to not really run, but pretend you did the step IF in simulation mode but do the real thing if this is a real INCIDENT. (when is the last time you simulated an IT Incident and the response to it) OK, so this is a little different than an IT Incident we are all familiar with. With all this, no, this is not the sweet spot for ITSM. Could you use aspects of things to try and manage smaller situations? Sure. But, there are many aspects of the overall process that are not covered. Now, I am not aware of a product on the market that helps with this. There are a number that are oriented toward helping you write a disaster response plan (and that is important) but nothing to help you run a disaster response. 10 years ago, a lot of work was done to research this area and we actually built a product that did all of the above. It was called the Crisis Response System. It is an AR System application that was written to follow the ICS response model and allow you to encode a response to your disaster plans and to manage the response. The tasking subsystem of ITSM was a subset extracted from this product. Unfortunately, this application is no longer offered. We got good response to the capabilities from customers but they came back with can you help us write our disaster plan as the request. They were struggling to get it written and to have a response plan at all much less automating the response. We got good feedback that the tool solved the response problem, but they struggled (and still do) with what actually are the steps and what should the do. A couple of copies of this are out there -- someone reading this note may be one of the customers who have the solution. This is the type of solution you are looking for if you are looking for an ICS Incident response system. It was a cool application that did many things that were very advanced with the system 10 years ago. Most of which would hold up today -- although I would probably replace the form and fields that were used to show the people and assigned responsibilities with a DVF plugin that was a bit more dynamic than showing/hiding fields as one example of a change. So, can this type of thing be done with the system -- ABSOLUTELY and it has been done
Re: RKM Idea on BMC Communities
We're implementing a custom article template that uses a DVF to render attachments on the Article content screen in 8.1. Mainly this works with PDFs because other documents don't render in browser windows anymore - although, you will be prompted to download the attachment. I'm not sure how well this will really work out in production but conceptually, if your documents are in PDF the solution works well. We've had a hard time with moving MS Word content into the Article Content fields, even though the fields render HTML, the content changes and images tend to be extremely difficult to import because of the attachment concept. Janie On Tue, Feb 18, 2014 at 11:18 AM, Nathan Aker nathan_a...@mcafee.comwrote: ** Honestly, we have faced abysmal adoption of RKM for this and a long list of other UI/Usability issues with the tool that have prevented us from driving adequate adoption. Despite success with other modules/processes we're still in a siloed realm for knowledge management where the various teams continue to use their own solutions (sharepoint, word docs, forum tools, etc.). We're on RKM 7.6.04 so not sure if 8.x is any better. Nate. *Nathan Aker* IT Service Management *McAfee* *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Pierson, Shawn *Sent:* Tuesday, February 18, 2014 11:08 AM *To:* arslist@ARSLIST.ORG *Subject:* RKM Idea on BMC Communities ** I don't know if it's acceptable to post these here or not, but we're struggling to gain full acceptance for RKM for a few reasons, one being that it's difficult to read anything on it. Specifically, if I make an article with embedded screenshots, the user ends up reading it by playing around with scrollbars on a small box that takes up 1/4 of their screen. As a result, I've submitted this idea to the BMC Communities and wanted to get your feedback on it. Also, if your organization uses RKM, how do you get around this issue? https://communities.bmc.com/ideas/5179 Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: licenses question (minimum install) ITSM
That is the way I understand it too. I think you need that many license if you are installing the sample data. I don't believe it is an issue to set the server with 20 license across the board, instal and then reduce the count to what you are actually entitled to (may want to double check with your account manager). Jason On Tue, Feb 18, 2014 at 1:00 PM, LJ LongWing lj.longw...@gmail.com wrote: ** Patrick, The only 'free' licenses that I'm aware of are the 3 Fixed User licenses you get with the Remedy Server, I believe everything else needs to be purchased. On Tue, Feb 18, 2014 at 1:56 PM, patrick zandi remedy...@gmail.comwrote: ** So we bought ITSM but the install instructions say you need (20 licenses for each module). Does that mean that purchasing ITSM you get free 20 licenses? This must have been covered before... Any where would that information be published. -- Patrick Zandi _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: licenses question (minimum install) ITSM
After you set the AR Server license (whether temp or permanent), you can set the Application licenses and then the AR and Application user licenses. You don't need keys for the Application licenses or the Application User Licenses. I do believe that if BMC were going to audit you, they would audit these numbers though. There are people profiles that get loaded during the installation, they use the application licenses (floating I think). If you don't have App and App User licenses applied, the installer errors out. HTH Janie On Tue, Feb 18, 2014 at 2:00 PM, Jason Miller jason.mil...@gmail.comwrote: ** That is the way I understand it too. I think you need that many license if you are installing the sample data. I don't believe it is an issue to set the server with 20 license across the board, instal and then reduce the count to what you are actually entitled to (may want to double check with your account manager). Jason On Tue, Feb 18, 2014 at 1:00 PM, LJ LongWing lj.longw...@gmail.comwrote: ** Patrick, The only 'free' licenses that I'm aware of are the 3 Fixed User licenses you get with the Remedy Server, I believe everything else needs to be purchased. On Tue, Feb 18, 2014 at 1:56 PM, patrick zandi remedy...@gmail.comwrote: ** So we bought ITSM but the install instructions say you need (20 licenses for each module). Does that mean that purchasing ITSM you get free 20 licenses? This must have been covered before... Any where would that information be published. -- Patrick Zandi _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: arserverd binding to 0.0.0.0
Network daemons bind to address/protocol/port. 0.0.0.0 means all addresses. I looked through all the ar.conf parameters and flags supported by arserverd and it does not look like there is a way to tell arserverd to listed on a specific IP. You could use iptables to restrict access on those other IP addresses since you are on linux. Axton Grams On Tue, Feb 18, 2014 at 11:21 AM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: As far as I know the ARS binaries do not bind to an IP. They will bind to a TCP port if one is specified (and/or use portmapper if that is set). If you are not connecting to the AR Server one item to check is the /etc/hosts file. See if the name you used for your AR Server is listed as a valid name for an IP. If it is then check if your DNS server has it listed. Example: AR Server = arsdev01 Physical Server = devserver1 /etc/hosts file # Do not remove the following line, or various programs # that require network functionality will fail. 127.0.0.1 localhost.localdomain localhost ::1 localhost6.localdomain6 localhost6 192.168.1.101 devserver1 devserver1.mycorp.com arsdev01 DNS has a cname record for arsdev01 pointing to 192.168.1.101 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika Sent: Tuesday, February 18, 2014 7:14 AM To: arslist@ARSLIST.ORG Subject: arserverd binding to 0.0.0.0 ** Hi List, How can I make the arserverd executable listen on a given, specific IP Address and not on 0.0.0.0? By default, arserverd binds to the interface 0.0.0.0. My RHEL 6.4 server has 5 IP Addresses. I want it to bind only to one of the 5 IP Addresses that I mention in armonitor.conf. armonitor.conf: /apps/tim/ar/timw0/bin/arserverd.sh -s dc5chw-000 -i /apps/tim/ar/timw0 -l /etc/arsystem/dc5chw-000 In this line, the server name is mentioned as dc5chw-000. I want arserverd to bind only to this IP Address. How can I achieve this? Environment: ARS 8.1 Patch 2 on RHEL 6.4 Thanks Radhika +44 20718 25880 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: arserverd binding to 0.0.0.0
Bind is a common term in Linux/Unix circles for this. It is the name of the function in the network stack that does just this (as defined in POSIX.1-2001). http://man7.org/linux/man-pages/man2/bind.2.html Axton Grams On Tue, Feb 18, 2014 at 11:34 AM, LJ LongWing lj.longw...@gmail.com wrote: ** I don't know if 'bind' is the proper term, but Remedy DOES get the MAC address of the first ethernet, and if it can't find that ethernet, I have experienced issues in the past with Remedy starting because it can't tell what the host ID should be. On Tue, Feb 18, 2014 at 10:21 AM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: As far as I know the ARS binaries do not bind to an IP. They will bind to a TCP port if one is specified (and/or use portmapper if that is set). If you are not connecting to the AR Server one item to check is the /etc/hosts file. See if the name you used for your AR Server is listed as a valid name for an IP. If it is then check if your DNS server has it listed. Example: AR Server = arsdev01 Physical Server = devserver1 /etc/hosts file # Do not remove the following line, or various programs # that require network functionality will fail. 127.0.0.1 localhost.localdomain localhost ::1 localhost6.localdomain6 localhost6 192.168.1.101 devserver1 devserver1.mycorp.com arsdev01 DNS has a cname record for arsdev01 pointing to 192.168.1.101 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika Sent: Tuesday, February 18, 2014 7:14 AM To: arslist@ARSLIST.ORG Subject: arserverd binding to 0.0.0.0 ** Hi List, How can I make the arserverd executable listen on a given, specific IP Address and not on 0.0.0.0? By default, arserverd binds to the interface 0.0.0.0. My RHEL 6.4 server has 5 IP Addresses. I want it to bind only to one of the 5 IP Addresses that I mention in armonitor.conf. armonitor.conf: /apps/tim/ar/timw0/bin/arserverd.sh -s dc5chw-000 -i /apps/tim/ar/timw0 -l /etc/arsystem/dc5chw-000 In this line, the server name is mentioned as dc5chw-000. I want arserverd to bind only to this IP Address. How can I achieve this? Environment: ARS 8.1 Patch 2 on RHEL 6.4 Thanks Radhika +44 20718 25880 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: licenses question (minimum install) ITSM
Hi, You are not even allowed to use the 3 Fixed licenses. These show in the system for historic reasons, and everyone that is not on the old legacy licensing mode will not be allowed to make use of them, i.e. not assign them to anyone. This is probably something we should add to our license FAQ: https://rrr.se/cgi/index?pg=faq Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Patrick, The only 'free' licenses that I'm aware of are the 3 Fixed User licenses you get with the Remedy Server, I believe everything else needs to be purchased. On Tue, Feb 18, 2014 at 1:56 PM, patrick zandi remedy...@gmail.com wrote: ** So we bought ITSM but the install instructions say you need (20 licenses for each module). Does that mean that purchasing ITSM you get free 20 licenses? This must have been covered before... Any where would that information be published. -- Patrick Zandi _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: licenses question (minimum install) ITSM
I can understand not being able to use them with the ITSM application suite (as that requires Application licenses), but not even for some separate custom work? i.e. You have the ITSM app suite and you create a custom form that an outside app pushes data into (or updates). Would that not be able to use one of the 3 fixed licenses? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Tuesday, February 18, 2014 4:56 PM To: arslist@ARSLIST.ORG Subject: Re: licenses question (minimum install) ITSM Hi, You are not even allowed to use the 3 Fixed licenses. These show in the system for historic reasons, and everyone that is not on the old legacy licensing mode will not be allowed to make use of them, i.e. not assign them to anyone. This is probably something we should add to our license FAQ: https://rrr.se/cgi/index?pg=faq Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Patrick, The only 'free' licenses that I'm aware of are the 3 Fixed User licenses you get with the Remedy Server, I believe everything else needs to be purchased. -Original Message- On Tue, Feb 18, 2014 at 1:56 PM, patrick zandi wrote: ** So we bought ITSM but the install instructions say you need (20 licenses for each module). Does that mean that purchasing ITSM you get free 20 licenses? This must have been covered before... Any where would that information be published. -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: licenses question (minimum install) ITSM
Misi, Where is this information coming from? I have a new install of ARS 8.1 with ITSM, but I show +3 licenses in AR System Server and in my user form when I change a user to a Fixed license, I'm provided the number of total ARS Fixed licenses, which is +3 of the number I have designated in the License form. Thanks, Janie On Tue, Feb 18, 2014 at 2:55 PM, Misi Mladoniczky m...@rrr.se wrote: Hi, You are not even allowed to use the 3 Fixed licenses. These show in the system for historic reasons, and everyone that is not on the old legacy licensing mode will not be allowed to make use of them, i.e. not assign them to anyone. This is probably something we should add to our license FAQ: https://rrr.se/cgi/index?pg=faq Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Patrick, The only 'free' licenses that I'm aware of are the 3 Fixed User licenses you get with the Remedy Server, I believe everything else needs to be purchased. On Tue, Feb 18, 2014 at 1:56 PM, patrick zandi remedy...@gmail.com wrote: ** So we bought ITSM but the install instructions say you need (20 licenses for each module). Does that mean that purchasing ITSM you get free 20 licenses? This must have been covered before... Any where would that information be published. -- Patrick Zandi _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: licenses question (minimum install) ITSM
Hi, If you install ITSM, then the 'Fixed' licenses are pre-allocated to Demo, appadmin and EscalationUser (as of the 8.x versions). Without licensing the Server on either a temporary license or full Server license then you are restricted to these licenses to use the system as a Demonstration system only. If you include the ITSM sample data then all additional Users are allocated a Floating license - with the new Blue pricing model you now have the concept of an Application license with an included ARS license (x1) as opposed to the traditional separate individual ARS and Application licenses (x2). This is what Misi is referring too. It gets complicated once you introduce Suite licensing .. Doug can correct us here if we are way off mark J _ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Janie Sprenger Sent: 18 February 2014 23:36 To: arslist@ARSLIST.ORG Subject: Re: licenses question (minimum install) ITSM ** Misi, Where is this information coming from? I have a new install of ARS 8.1 with ITSM, but I show +3 licenses in AR System Server and in my user form when I change a user to a Fixed license, I'm provided the number of total ARS Fixed licenses, which is +3 of the number I have designated in the License form. Thanks, Janie On Tue, Feb 18, 2014 at 2:55 PM, Misi Mladoniczky m...@rrr.se wrote: Hi, You are not even allowed to use the 3 Fixed licenses. These show in the system for historic reasons, and everyone that is not on the old legacy licensing mode will not be allowed to make use of them, i.e. not assign them to anyone. This is probably something we should add to our license FAQ: https://rrr.se/cgi/index?pg=faq Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Patrick, The only 'free' licenses that I'm aware of are the 3 Fixed User licenses you get with the Remedy Server, I believe everything else needs to be purchased. On Tue, Feb 18, 2014 at 1:56 PM, patrick zandi remedy...@gmail.com wrote: ** So we bought ITSM but the install instructions say you need (20 licenses for each module). Does that mean that purchasing ITSM you get free 20 licenses? This must have been covered before... Any where would that information be published. -- Patrick Zandi _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: licenses question (minimum install) ITSM
You don't get those licenses free, they are an additional cost. You only need those licenses if you are installing Sample Data. If you are not installing sample data you will not get that message. Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Tuesday, February 18, 2014 1:57 PM To: arslist@ARSLIST.ORG Subject: licenses question (minimum install) ITSM ** So we bought ITSM but the install instructions say you need (20 licenses for each module). Does that mean that purchasing ITSM you get free 20 licenses? This must have been covered before... Any where would that information be published. -- Patrick Zandi _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
8.1 AI and Spoon modification...
Hi, I've got a step question about an existing transformation. I have a source db where field A (integer type) has two values, 0 or 1. I want to map that such that 0 maps to a selection field in ComputerSystem (CMDB not AST). Can anyone tell me what type of step I need (and any examples would be great!). Thanks, Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Reporting error
Hello Experts, Have anyone come across the below error? Your inputs are much appreciated. Error occurred in generating reports - ARERR[552] Failure during the SQL operation to the database ORA-12899: Value too large for column ARADMIN.T2258.C71000(Actual:51, Maximum:50) Thanks in Advance!! Regards, Shashi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: licenses question (minimum install) ITSM
While of course you should always check with your sales rep, my understanding is that once you move to the Suite pricing, the 3 free licenses are no longer legally included. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Tuesday, February 18, 2014 2:56 PM To: arslist@ARSLIST.ORG Subject: Re: licenses question (minimum install) ITSM Hi, You are not even allowed to use the 3 Fixed licenses. These show in the system for historic reasons, and everyone that is not on the old legacy licensing mode will not be allowed to make use of them, i.e. not assign them to anyone. This is probably something we should add to our license FAQ: https://rrr.se/cgi/index?pg=faq Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Patrick, The only 'free' licenses that I'm aware of are the 3 Fixed User licenses you get with the Remedy Server, I believe everything else needs to be purchased. On Tue, Feb 18, 2014 at 1:56 PM, patrick zandi remedy...@gmail.com wrote: ** So we bought ITSM but the install instructions say you need (20 licenses for each module). Does that mean that purchasing ITSM you get free 20 licenses? This must have been covered before... Any where would that information be published. -- Patrick Zandi _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: licenses question (minimum install) ITSM
But can you still use the 3 for basic development and basic proof of concept? Sincerly, David Charters Charters Technologies 317-331-8985 Original message From: Brock, Anne anne_br...@bmc.com Date:02/18/2014 10:45 PM (GMT-05:00) To: arslist@ARSLIST.ORG Subject: Re: licenses question (minimum install) ITSM While of course you should always check with your sales rep, my understanding is that once you move to the Suite pricing, the 3 free licenses are no longer legally included. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Tuesday, February 18, 2014 2:56 PM To: arslist@ARSLIST.ORG Subject: Re: licenses question (minimum install) ITSM Hi, You are not even allowed to use the 3 Fixed licenses. These show in the system for historic reasons, and everyone that is not on the old legacy licensing mode will not be allowed to make use of them, i.e. not assign them to anyone. This is probably something we should add to our license FAQ: https://rrr.se/cgi/index?pg=faq Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Patrick, The only 'free' licenses that I'm aware of are the 3 Fixed User licenses you get with the Remedy Server, I believe everything else needs to be purchased. On Tue, Feb 18, 2014 at 1:56 PM, patrick zandi remedy...@gmail.com wrote: ** So we bought ITSM but the install instructions say you need (20 licenses for each module). Does that mean that purchasing ITSM you get free 20 licenses? This must have been covered before... Any where would that information be published. -- Patrick Zandi _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: 8.1 AI and Spoon modification...
Hi Rick, I would propose to use the Value Mapper step to map the zero indexed values to the Remedy selection list values. Francois -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips Sent: Wednesday, February 19, 2014 5:16 AM To: arslist@ARSLIST.ORG Subject: 8.1 AI and Spoon modification... Hi, I've got a step question about an existing transformation. I have a source db where field A (integer type) has two values, 0 or 1. I want to map that such that 0 maps to a selection field in ComputerSystem (CMDB not AST). Can anyone tell me what type of step I need (and any examples would be great!). Thanks, Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years __ Information from ESET Mail Security, version of virus signature database 9440 (20140218) __ The message was checked by ESET Mail Security. http://www.eset.com Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 | http://www.blueturtle.co.za Gauteng : Tel: +27 (0)11 206 5600 | Fax: +27 (0)86 208 0237 | Midridge Office Estate, International Business Gateway, cnr New Road Sixth Street, Midrand, 1685 | P O Box 31331, Kyalami, 1684 Western Cape: Tel: +27 (0)87 702 1867 | Fax: +27 (0)21 552 7764 | Unit E6, Century Square, Heron Crescent, Century City, Cape Town, 7446 DISCLAIMER: This email and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication represents the originator's personal views and opinions, which do not necessarily reflect those of Blue Turtle Technologies (Pty) Ltd. If you are not the original recipient or the person responsible for delivering the email to the intended recipient, be advised that you have received this email in error, and that any use, dissemination, forwarding, printing, or copying of this email is strictly prohibited. If you received this email in error, please immediately notify the sender. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: arserverd binding to 0.0.0.0
Thank you so much, Axton, Fred and others. Our client gave us one physical server with 3 virtual IP Addresses. And asked us to install AR Server on each of the virtual IP Addresses, all on same port. I guess I’m not able to use iptables restriction because I want to use the other IPs too , but for a second and third instance of AR Server. I’ll write back to them stating that the current version of AR Server doesn’t support this. Perhaps I should raise an RFE. Thanks again, Radhika +44 20718 25880 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: 19 February 2014 03:57 To: arslist@ARSLIST.ORG Subject: Re: arserverd binding to 0.0.0.0 ** Network daemons bind to address/protocol/port. 0.0.0.0 means all addresses. I looked through all the ar.conf parameters and flags supported by arserverd and it does not look like there is a way to tell arserverd to listed on a specific IP. You could use iptables to restrict access on those other IP addresses since you are on linux. Axton Grams On Tue, Feb 18, 2014 at 11:21 AM, Grooms, Frederick W frederick.w.gro...@xo.commailto:frederick.w.gro...@xo.com wrote: As far as I know the ARS binaries do not bind to an IP. They will bind to a TCP port if one is specified (and/or use portmapper if that is set). If you are not connecting to the AR Server one item to check is the /etc/hosts file. See if the name you used for your AR Server is listed as a valid name for an IP. If it is then check if your DNS server has it listed. Example: AR Server = arsdev01 Physical Server = devserver1 /etc/hosts file # Do not remove the following line, or various programs # that require network functionality will fail. 127.0.0.1 localhost.localdomain localhost ::1 localhost6.localdomain6 localhost6 192.168.1.101 devserver1 devserver1.mycorp.comhttp://devserver1.mycorp.com arsdev01 DNS has a cname record for arsdev01 pointing to 192.168.1.101 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika Sent: Tuesday, February 18, 2014 7:14 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: arserverd binding to 0.0.0.0 ** Hi List, How can I make the arserverd executable listen on a given, specific IP Address and not on 0.0.0.0? By default, arserverd binds to the interface 0.0.0.0. My RHEL 6.4 server has 5 IP Addresses. I want it to bind only to one of the 5 IP Addresses that I mention in armonitor.conf. armonitor.conf: /apps/tim/ar/timw0/bin/arserverd.sh -s dc5chw-000 -i /apps/tim/ar/timw0 -l /etc/arsystem/dc5chw-000 In this line, the server name is mentioned as dc5chw-000. I want arserverd to bind only to this IP Address. How can I achieve this? Environment: ARS 8.1 Patch 2 on RHEL 6.4 Thanks Radhika +44 20718 25880 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
