Re: Analytics reinstall
Bruce, You can get the def files from the installer and import just them. Also please check if the db procedures are created innthe arsystem database. Just a verification step as you said that the form did not get created and might have failed the db objects copy Regards Satya On 23 Feb 2014 23:08, Bruce bruke...@gmail.com wrote: ** Hey listers, We are deploying BO 3.1 SP5, tomcat 7 in a virtualized environment. I just need to confirm this should not be an issue The form ANA:Fiscal_Calendar required for the BMC Analytics did not install. We need to run the BMC Analytics installer again, however, will this wipeout our existing BMC Universe? We only need the forms and workflow installed but I want to make sure to NOT destroy our current Universe(s). This is to connect to a newly ITSM 8.1 upgrade, but the form is missing. Thanks for any help in advance. Bruce _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: Analytics reinstall
Isn't there also a lot of SQL to run (also in the installer?) Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Satya Gandhi Sent: Monday, February 24, 2014 8:39 AM To: arslist@ARSLIST.ORG Subject: Re: Analytics reinstall ** Bruce, You can get the def files from the installer and import just them. Also please check if the db procedures are created innthe arsystem database. Just a verification step as you said that the form did not get created and might have failed the db objects copy Regards Satya On 23 Feb 2014 23:08, Bruce bruke...@gmail.commailto:bruke...@gmail.com wrote: ** Hey listers, We are deploying BO 3.1 SP5, tomcat 7 in a virtualized environment. I just need to confirm this should not be an issue The form ANA:Fiscal_Calendar required for the BMC Analytics did not install. We need to run the BMC Analytics installer again, however, will this wipeout our existing BMC Universe? We only need the forms and workflow installed but I want to make sure to NOT destroy our current Universe(s). This is to connect to a newly ITSM 8.1 upgrade, but the form is missing. Thanks for any help in advance. Bruce _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: Analytics reinstall
** Yes. Stored procedures such as PC_ANA_FISCALENDAR_MODIFY_ORACLE ( if Orace isyour db platform) need to be run so that views reference the appropriate Table (T) name. "T" names will change when you import via your def file. Terry on Feb 24, 2014, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Isnt there also a lot of SQL to run (also in the installer?) Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Satya GandhiSent: Monday, February 24, 2014 8:39 AMTo: arslist@ARSLIST.ORGSubject: Re: Analytics reinstall ** Bruce, You can get the def files from the installer and import just them. Also please check if the db procedures are created innthe arsystem database. Just a verification step as you said that the form did not get created and might have failed the db objects copy RegardsSatya On 23 Feb 2014 23:08, "Bruce" bruke...@gmail.com wrote: ** Hey listers, We are deploying BO 3.1 SP5, tomcat 7 in a virtualized environment. I just need to confirm this should not be an issue The form ANA:Fiscal_Calendar required for the BMC Analytics did not install. We need to run the BMC Analyticsinstaller again, however, will this wipeout our existing BMC Universe? We only need the forms and workflow installed but I want to make sure to NOT destroy our current Universe(s). This is to connect to a newly ITSM 8.1 upgrade, but the form is missing. Thanks for any help in advance. Bruce _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_
Re: A simple question on Hardware Product Catalogs
This pdf has always been helpful in guiding me to the correct CI to CMDB Classes... https://communities.bmc.com/docs/DOC-14530 Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma Sent: Friday, February 21, 2014 3:31 PM To: arslist@ARSLIST.ORG Subject: A simple question on Hardware Product Catalogs ** Hello everyone: I have a relatively simple question which I am hoping to get answered. If I have an environment that does not include ADDM (at this time) and I want to have a pretty standardized list of hardware product catalog entries (ie. Routers, Servers, Manufacturer, with CTI, Product Name, Model/Version, Manufacturer) into my product catalog, where can I get such a list? As an example, this list would include the standard list of computer systems (Dell, HP, IBM, etc.) as well as network devices (Routers, switches, etc.), storage devices (NAS, etc) .From what I have experienced, the list that is included with the BMC Atrium Product Catalog Data is for software products only. The intention here is to properly categorize hardware equipment manually (Phase 1) so that when going to ADDM, it won't be entirely throw away (especially at the Product Name, Model/Version and Manufacturer level). Please advise. Terry _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
Terminated error arerror log file.
Hi Team, Recently, i am getting the below error. Can you please help to fix this issue. ARSystem server terminated- fatal error occured in ARSERVER(ARNOTE 21) Regards, Suresh L ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Terminated error arerror log file.
What is the full stack of the server termination? Error indicates that your server is terminated , however you should rely on armonitor.log and see where server really crashed or just thread was died. If thread was died then you won't see arserverd/arserver.exe died in armonitor.log. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan Sent: Monday, February 24, 2014 9:34 PM To: arslist@ARSLIST.ORG Subject: Terminated error arerror log file. ** Hi Team, Recently, i am getting the below error. Can you please help to fix this issue. ARSystem server terminated- fatal error occured in ARSERVER(ARNOTE 21) Regards, Suresh L _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: A simple question on Hardware Product Catalogs
** Thanks for responding Lisa. Yes, I am aware of the document you mentioned, but the key difference between this and what I am looking for is the "Product Name", "Model/Version", and Manufacturer attributes. Like I said below, the BMC Atrium Product Catalog has this for software, but not hardware. Anyone else? Terry on Feb 24, 2014, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS lisa.kemes@dla.mil wrote: This pdf has always been helpful in guiding me to the correct CI to CMDBClasses...https://communities.bmc.com/docs/DOC-14530Lisa-Original Message-From: Action Request System discussion list(ARSList)[mailto:arslist@ARSLIST.ORG] On Behalf Of Terry BootsmaSent: Friday, February 21, 2014 3:31 PMTo: arslist@ARSLIST.ORGSubject: A simple question on Hardware Product Catalogs** Hello everyone:I have a relatively simple question which I am hoping to get answered.If I have an environment that does not include ADDM (at this time) and Iwant to have a pretty standardized list of hardware product catalogentries (ie. Routers, Servers, Manufacturer, with CTI, Product Name,Model/Version, Manufacturer) into my product catalog, where can I getsuch a list? As an example, this list would include the standard listof computer systems (Dell, HP, IBM, etc.) as well as network devices(Routers, switches, etc.), storage devices (NAS, etc) . From what Ihave experienced, the list that is included with the BMC Atrium ProductCatalog Data is for software products only. The intention here is to properly categorize hardware equipment manually(Phase 1) so that when going to ADDM, it won't be entirely throw away(especially at the Product Name, Model/Version and Manufacturer level). Please advise.Terry_ARSlist: "Where the Answers Are" and have been for 20 years_ ___UNSUBSCRIBE or access ARSlist Archives at www.arslist.org"Where the Answers Are, and have been for 20 years" _ARSlist: "Where the Answers Are" and have been for 20 years_
Group emails slow
Schlumberger-Public Hi all, I am wondering if anyone else has experienced the issues that I am seeing. Group emails will fly out of the system with no issue for about 4 days, then on that 5th day, they start lagging and taking longer and longer to leave the system. The form that I am looking at is the NTE:SYS-NT Process Control form. So, I know that there are escalations around this form depending on if it is an individual email or a group email. The individual ones will continue to go out at a fast pace, it is just the group emails that take longer. I understand that it has to loop through a table with all of the people that are assigned to that group, but like I said in the first 4 days after a restart of the Remedy service, they go out at a fast pace. Just to give you an idea, I have seen the group emails get 20-30 minutes behind. I am thinking this is more of an escalation issue as if I restart just the email service, it does not help any. It does not matter if I restart the Remedy service on a Monday at 8am or a Thursday at 2pm, within 7 days, the group emails will be slow in going out. Also during this time, we will see the CPU of this server go up to around 30% or above and stay there, where in the first 4 days it is between 10-20%. I have relayed all of this to BMC and they have tons of logs (we have been working for 6 month on this 1 issue). They have asked me to increase escalation thread, move the group escalations around, and move the escalations from one server to another. None of this has helped at all. I have asked for BMC to escalate the issue and the same person keeps calling me and says they are working with the escalated person - starting to have doubts about that. Here is our environment: ARS - 7.6.04 SP3 ITSM (Incident, Change, and Asset) - 7.6.04 SP2 Database - Oracle 11g - 64bit Application server - 2 Linux servers that are VMs that are in a server group MidTier - 3 servers - 7.6.04 SP4 with the March 4, 2013 Hotfix ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: A simple question on Hardware Product Catalogs
Hi, The Sample Data for ITSM Data Loads has a spreadsheet for Product_Catalog that includes both Hardware and Software samples e.g. CI Type* Product Categorization Tier 1* Product Categorization Tier 2* Product Categorization Tier 3* Product Name Manufacturer Computer System Hardware Processing Unit Laptop VGN-TZ370N Sony Computer System Hardware Processing Unit Laptop Mainframe Hardware Processing Unit Mainframe Computer System Hardware Processing Unit Other Type of Processing Unit A/V System OEM Computer System Hardware Processing Unit Other Type of Processing Unit Computer System Hardware Processing Unit Server AIX LPAR IBM Computer System Hardware Processing Unit Server HP9000 Hewlitt Packard Equipment Network Infrastructure Satellite Computer System Network Infrastructure VPN Concentrator Computer System Network Infrastructure Wireless Access Point Hardware System Component Network Modem Analog Telephone Modem Hardware System Component Network Modem Base Band Modem Hardware System Component Network Modem DSL Modem Hardware System Component Network Modem Fiber Optic Modem Hardware System Component Network Modem IDSN Modem Hardware System Component Network Modem Other Type of Modem Computer System Network Router Access Router 1721 Cisco Computer System Network Router Access Router 2801 Cisco Computer System Network Router Access Router 2821 Cisco Would this work? _ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of tboot...@objectpath.com Sent: 24 February 2014 16:15 To: arslist@ARSLIST.ORG Subject: Re: A simple question on Hardware Product Catalogs ** Thanks for responding Lisa. Yes, I am aware of the document you mentioned, but the key difference between this and what I am looking for is the Product Name, Model/Version, and Manufacturer attributes. Like I said below, the BMC Atrium Product Catalog has this for software, but not hardware. Anyone else? Terry on Feb 24, 2014, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS lisa.kemes@dla.mil wrote: This pdf has always been helpful in guiding me to the correct CI to CMDB Classes... https://communities.bmc.com/docs/DOC-14530 Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma Sent: Friday, February 21, 2014 3:31 PM To: arslist@ARSLIST.ORG Subject: A simple question on Hardware Product Catalogs ** Hello everyone: I have a relatively simple question which I am hoping to get answered. If I have an environment that does not include ADDM (at this time) and I want to have a pretty standardized list of hardware product catalog entries (ie. Routers, Servers, Manufacturer, with CTI, Product Name, Model/Version, Manufacturer) into my product catalog, where can I get such a list? As an example, this list would include the standard list of computer systems (Dell, HP, IBM, etc.) as well as network devices (Routers, switches, etc.), storage devices (NAS, etc) . From what I have experienced, the list that is included with the BMC Atrium Product Catalog Data is for software products only. The intention here is to properly categorize hardware equipment manually (Phase 1) so that when going to ADDM, it won't be entirely throw away (especially at the Product Name, Model/Version and Manufacturer level). Please advise. Terry _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Remedy Login Disclaimer
Goal: On the Remedy login screen (where users enter their user name password) my customer wants a disclaimer added. Has anyone out there already done this and will share directions? BMC site BMC Remedy Action Request System 8.1 Developing an application Mid tier application development guidelines Creating customized login pages Posted directions (minus the screen shot): Creating Customized Login Pages You can customize the login page of an application by creating a separate HTML file. When this file is properly configured, the mid tier will append it to the login.jsp file as an iframe. 1. Create a new HTML page with the text that you want to include in your customization. 2. Save this page as login.html. (Do not use any other name, and be sure that the extension is html instead of htm.) 3. In BMC Remedy Developer Studio, open the application for which you want the customized login page. 4. Click the Support Files panel. 5. Under the Resources Directory Structure level, create a new directory called public (lowercase p). 6. Select this directory. 7. Click Add. 8. Browse to the login.html file that you created in step 1https://docs.bmc.com/docs/display/public/ars81/Creating+customized+login+pages#Creatingcustomizedloginpages-65032. 9. Add the file to the public directory. 10. Save your application. 11. Log on to your application to verify that the customized text appears. (It will be displayed in an iframe just below the login fields.) Our users do not login to a specfic application; full ITSM suite in use. To what application do I add the login.html? Thank you, Sandra Hennigan Remedy Developer ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Group emails slow
Greg, Do you notice the problem with a particular group or is it all groups? Also, there are a couple of NTE:SYS-NT... forms- I think a Log form and of course the Processing form, how many records are in the forms when it starts to slow down? Have you seen any change in the count of records on that form after you restart ARS? Also, I wonder if you are running into indexing problems with all of the push fields that occur during this processing event and just the sheer volume of records that end up in the notification forms. Janie On Mon, Feb 24, 2014 at 8:03 AM, Greg Donalson cdonal...@slb.com wrote: Schlumberger-Public Hi all, I am wondering if anyone else has experienced the issues that I am seeing. Group emails will fly out of the system with no issue for about 4 days, then on that 5th day, they start lagging and taking longer and longer to leave the system. The form that I am looking at is the NTE:SYS-NT Process Control form. So, I know that there are escalations around this form depending on if it is an individual email or a group email. The individual ones will continue to go out at a fast pace, it is just the group emails that take longer. I understand that it has to loop through a table with all of the people that are assigned to that group, but like I said in the first 4 days after a restart of the Remedy service, they go out at a fast pace. Just to give you an idea, I have seen the group emails get 20-30 minutes behind. I am thinking this is more of an escalation issue as if I restart just the email service, it does not help any. It does not matter if I restart the Remedy service on a Monday at 8am or a Thursday at 2pm, within 7 days, the group emails will be slow in going out. Also during this time, we will see the CPU of this server go up to around 30% or above and stay there, where in the first 4 days it is between 10-20%. I have relayed all of this to BMC and they have tons of logs (we have been working for 6 month on this 1 issue). They have asked me to increase escalation thread, move the group escalations around, and move the escalations from one server to another. None of this has helped at all. I have asked for BMC to escalate the issue and the same person keeps calling me and says they are working with the escalated person - starting to have doubts about that. Here is our environment: ARS - 7.6.04 SP3 ITSM (Incident, Change, and Asset) - 7.6.04 SP2 Database - Oracle 11g - 64bit Application server - 2 Linux servers that are VMs that are in a server group MidTier - 3 servers - 7.6.04 SP4 with the March 4, 2013 Hotfix ___ 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: Group emails slow
Hi, What do you see in the AR System Email Messages form when the lag occurs, are there a large number of unprocessed records (emails) waiting to be sent? Are there records waiting to be processed in the Notification Engine when the bottleneck occurs? Best to determine where the bottleneck is and go from there. The Email Engine maybe getting behind and AR Server queuing up the processing, so a restart of the AR Server maybe resetting the queuing. The Notification Engine is designed to be self deleting, and therefore does a good job at cleaning out Notifications when successfully processed - the AR System Email Messages however does not delete messages. Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Greg Donalson Sent: 24 February 2014 16:03 To: arslist@ARSLIST.ORG Subject: Group emails slow Schlumberger-Public Hi all, I am wondering if anyone else has experienced the issues that I am seeing. Group emails will fly out of the system with no issue for about 4 days, then on that 5th day, they start lagging and taking longer and longer to leave the system. The form that I am looking at is the NTE:SYS-NT Process Control form. So, I know that there are escalations around this form depending on if it is an individual email or a group email. The individual ones will continue to go out at a fast pace, it is just the group emails that take longer. I understand that it has to loop through a table with all of the people that are assigned to that group, but like I said in the first 4 days after a restart of the Remedy service, they go out at a fast pace. Just to give you an idea, I have seen the group emails get 20-30 minutes behind. I am thinking this is more of an escalation issue as if I restart just the email service, it does not help any. It does not matter if I restart the Remedy service on a Monday at 8am or a Thursday at 2pm, within 7 days, the group emails will be slow in going out. Also during this time, we will see the CPU of this server go up to around 30% or above and stay there, where in the first 4 days it is between 10-20%. I have relayed all of this to BMC and they have tons of logs (we have been working for 6 month on this 1 issue). They have asked me to increase escalation thread, move the group escalations around, and move the escalations from one server to another. None of this has helped at all. I have asked for BMC to escalate the issue and the same person keeps calling me and says they are working with the escalated person - starting to have doubts about that. Here is our environment: ARS - 7.6.04 SP3 ITSM (Incident, Change, and Asset) - 7.6.04 SP2 Database - Oracle 11g - 64bit Application server - 2 Linux servers that are VMs that are in a server group MidTier - 3 servers - 7.6.04 SP4 with the March 4, 2013 Hotfix ___ 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: Remedy Login Disclaimer
Seems like it would be the login.jsp page Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Monday, February 24, 2014 12:21 PM To: arslist@ARSLIST.ORG Subject: Remedy Login Disclaimer ** Goal: On the Remedy login screen (where users enter their user name password) my customer wants a disclaimer added. Has anyone out there already done this and will share directions? BMC site BMC Remedy Action Request System 8.1 Developing an application Mid tier application development guidelines Creating customized login pages Posted directions (minus the screen shot): Creating Customized Login Pages You can customize the login page of an application by creating a separate HTML file. When this file is properly configured, the mid tier will append it to the login.jsp file as an iframe. 1. Create a new HTML page with the text that you want to include in your customization. 2. Save this page as login.html. (Do not use any other name, and be sure that the extension is html instead of htm.) 3. In BMC Remedy Developer Studio, open the application for which you want the customized login page. 4. Click the Support Files panel. 5. Under the Resources Directory Structure level, create a new directory called public (lowercase p). 6. Select this directory. 7. Click Add. 8. Browse to the login.html file that you created in step 1https://docs.bmc.com/docs/display/public/ars81/Creating+customized+login+pages#Creatingcustomizedloginpages-65032. 9. Add the file to the public directory. 10. Save your application. 11. Log on to your application to verify that the customized text appears. (It will be displayed in an iframe just below the login fields.) Our users do not login to a specfic application; full ITSM suite in use. To what application do I add the login.html? Thank you, Sandra Hennigan Remedy Developer _ARSlist: Where the Answers Are and have been for 20 years_ This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy Login Disclaimer
Doug, Do you mean to add the text to the login.jsp? Thank you, Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tanner, Doug Sent: Monday, February 24, 2014 12:44 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Login Disclaimer ** Seems like it would be the login.jsp page Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Monday, February 24, 2014 12:21 PM To: arslist@ARSLIST.ORG Subject: Remedy Login Disclaimer ** Goal: On the Remedy login screen (where users enter their user name password) my customer wants a disclaimer added. Has anyone out there already done this and will share directions? BMC site BMC Remedy Action Request System 8.1 Developing an application Mid tier application development guidelines Creating customized login pages Posted directions (minus the screen shot): Creating Customized Login Pages You can customize the login page of an application by creating a separate HTML file. When this file is properly configured, the mid tier will append it to the login.jsp file as an iframe. 1. Create a new HTML page with the text that you want to include in your customization. 2. Save this page as login.html. (Do not use any other name, and be sure that the extension is html instead of htm.) 3. In BMC Remedy Developer Studio, open the application for which you want the customized login page. 4. Click the Support Files panel. 5. Under the Resources Directory Structure level, create a new directory called public (lowercase p). 6. Select this directory. 7. Click Add. 8. Browse to the login.html file that you created in step 1https://docs.bmc.com/docs/display/public/ars81/Creating+customized+login+pages#Creatingcustomizedloginpages-65032. 9. Add the file to the public directory. 10. Save your application. 11. Log on to your application to verify that the customized text appears. (It will be displayed in an iframe just below the login fields.) Our users do not login to a specfic application; full ITSM suite in use. To what application do I add the login.html? Thank you, Sandra Hennigan Remedy Developer _ARSlist: Where the Answers Are and have been for 20 years_ This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx _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: Group emails slow
HI What are you group sizes like? BMC recommends that for groups larger than 25 that you use the group email option and send to a DL. This way you have one email going out rather than 25. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Monday, February 24, 2014 12:39 PM To: arslist@ARSLIST.ORG Subject: Re: Group emails slow Hi, What do you see in the AR System Email Messages form when the lag occurs, are there a large number of unprocessed records (emails) waiting to be sent? Are there records waiting to be processed in the Notification Engine when the bottleneck occurs? Best to determine where the bottleneck is and go from there. The Email Engine maybe getting behind and AR Server queuing up the processing, so a restart of the AR Server maybe resetting the queuing. The Notification Engine is designed to be self deleting, and therefore does a good job at cleaning out Notifications when successfully processed - the AR System Email Messages however does not delete messages. Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Greg Donalson Sent: 24 February 2014 16:03 To: arslist@ARSLIST.ORG Subject: Group emails slow Schlumberger-Public Hi all, I am wondering if anyone else has experienced the issues that I am seeing. Group emails will fly out of the system with no issue for about 4 days, then on that 5th day, they start lagging and taking longer and longer to leave the system. The form that I am looking at is the NTE:SYS-NT Process Control form. So, I know that there are escalations around this form depending on if it is an individual email or a group email. The individual ones will continue to go out at a fast pace, it is just the group emails that take longer. I understand that it has to loop through a table with all of the people that are assigned to that group, but like I said in the first 4 days after a restart of the Remedy service, they go out at a fast pace. Just to give you an idea, I have seen the group emails get 20-30 minutes behind. I am thinking this is more of an escalation issue as if I restart just the email service, it does not help any. It does not matter if I restart the Remedy service on a Monday at 8am or a Thursday at 2pm, within 7 days, the group emails will be slow in going out. Also during this time, we will see the CPU of this server go up to around 30% or above and stay there, where in the first 4 days it is between 10-20%. I have relayed all of this to BMC and they have tons of logs (we have been working for 6 month on this 1 issue). They have asked me to increase escalation thread, move the group escalations around, and move the escalations from one server to another. None of this has helped at all. I have asked for BMC to escalate the issue and the same person keeps calling me and says they are working with the escalated person - starting to have doubts about that. Here is our environment: ARS - 7.6.04 SP3 ITSM (Incident, Change, and Asset) - 7.6.04 SP2 Database - Oracle 11g - 64bit Application server - 2 Linux servers that are VMs that are in a server group MidTier - 3 servers - 7.6.04 SP4 with the March 4, 2013 Hotfix ___ 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 This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy Login Disclaimer
Yes, We have added text, changed the picture, hid the Authentication field, and added java script to lower case the login Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Monday, February 24, 2014 12:48 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Login Disclaimer ** Doug, Do you mean to add the text to the login.jsp? Thank you, Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tanner, Doug Sent: Monday, February 24, 2014 12:44 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy Login Disclaimer ** Seems like it would be the login.jsp page Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Monday, February 24, 2014 12:21 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Remedy Login Disclaimer ** Goal: On the Remedy login screen (where users enter their user name password) my customer wants a disclaimer added. Has anyone out there already done this and will share directions? BMC site BMC Remedy Action Request System 8.1 Developing an application Mid tier application development guidelines Creating customized login pages Posted directions (minus the screen shot): Creating Customized Login Pages You can customize the login page of an application by creating a separate HTML file. When this file is properly configured, the mid tier will append it to the login.jsp file as an iframe. 1. Create a new HTML page with the text that you want to include in your customization. 2. Save this page as login.html. (Do not use any other name, and be sure that the extension is html instead of htm.) 3. In BMC Remedy Developer Studio, open the application for which you want the customized login page. 4. Click the Support Files panel. 5. Under the Resources Directory Structure level, create a new directory called public (lowercase p). 6. Select this directory. 7. Click Add. 8. Browse to the login.html file that you created in step 1https://docs.bmc.com/docs/display/public/ars81/Creating+customized+login+pages#Creatingcustomizedloginpages-65032. 9. Add the file to the public directory. 10. Save your application. 11. Log on to your application to verify that the customized text appears. (It will be displayed in an iframe just below the login fields.) Our users do not login to a specfic application; full ITSM suite in use. To what application do I add the login.html? Thank you, Sandra Hennigan Remedy Developer _ARSlist: Where the Answers Are and have been for 20 years_ This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy Login Disclaimer
Doug, So if I get someone that knows how to write HTML, they can add the text to the login.jsp? Thank you, Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tanner, Doug Sent: Monday, February 24, 2014 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Login Disclaimer ** Yes, We have added text, changed the picture, hid the Authentication field, and added java script to lower case the login Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Monday, February 24, 2014 12:48 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Login Disclaimer ** Doug, Do you mean to add the text to the login.jsp? Thank you, Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tanner, Doug Sent: Monday, February 24, 2014 12:44 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy Login Disclaimer ** Seems like it would be the login.jsp page Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Monday, February 24, 2014 12:21 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Remedy Login Disclaimer ** Goal: On the Remedy login screen (where users enter their user name password) my customer wants a disclaimer added. Has anyone out there already done this and will share directions? BMC site BMC Remedy Action Request System 8.1 Developing an application Mid tier application development guidelines Creating customized login pages Posted directions (minus the screen shot): Creating Customized Login Pages You can customize the login page of an application by creating a separate HTML file. When this file is properly configured, the mid tier will append it to the login.jsp file as an iframe. 1. Create a new HTML page with the text that you want to include in your customization. 2. Save this page as login.html. (Do not use any other name, and be sure that the extension is html instead of htm.) 3. In BMC Remedy Developer Studio, open the application for which you want the customized login page. 4. Click the Support Files panel. 5. Under the Resources Directory Structure level, create a new directory called public (lowercase p). 6. Select this directory. 7. Click Add. 8. Browse to the login.html file that you created in step 1https://docs.bmc.com/docs/display/public/ars81/Creating+customized+login+pages#Creatingcustomizedloginpages-65032. 9. Add the file to the public directory. 10. Save your application. 11. Log on to your application to verify that the customized text appears. (It will be displayed in an iframe just below the login fields.) Our users do not login to a specfic application; full ITSM suite in use. To what application do I add the login.html? Thank you, Sandra Hennigan Remedy Developer _ARSlist: Where the Answers Are and have been for 20 years_ This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx _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: Remedy Login Disclaimer
Absolutely Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Monday, February 24, 2014 1:51 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Login Disclaimer ** Doug, So if I get someone that knows how to write HTML, they can add the text to the login.jsp? Thank you, Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tanner, Doug Sent: Monday, February 24, 2014 1:47 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy Login Disclaimer ** Yes, We have added text, changed the picture, hid the Authentication field, and added java script to lower case the login Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Monday, February 24, 2014 12:48 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy Login Disclaimer ** Doug, Do you mean to add the text to the login.jsp? Thank you, Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tanner, Doug Sent: Monday, February 24, 2014 12:44 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy Login Disclaimer ** Seems like it would be the login.jsp page Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Monday, February 24, 2014 12:21 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Remedy Login Disclaimer ** Goal: On the Remedy login screen (where users enter their user name password) my customer wants a disclaimer added. Has anyone out there already done this and will share directions? BMC site BMC Remedy Action Request System 8.1 Developing an application Mid tier application development guidelines Creating customized login pages Posted directions (minus the screen shot): Creating Customized Login Pages You can customize the login page of an application by creating a separate HTML file. When this file is properly configured, the mid tier will append it to the login.jsp file as an iframe. 1. Create a new HTML page with the text that you want to include in your customization. 2. Save this page as login.html. (Do not use any other name, and be sure that the extension is html instead of htm.) 3. In BMC Remedy Developer Studio, open the application for which you want the customized login page. 4. Click the Support Files panel. 5. Under the Resources Directory Structure level, create a new directory called public (lowercase p). 6. Select this directory. 7. Click Add. 8. Browse to the login.html file that you created in step 1https://docs.bmc.com/docs/display/public/ars81/Creating+customized+login+pages#Creatingcustomizedloginpages-65032. 9. Add the file to the public directory. 10. Save your application. 11. Log on to your application to verify that the customized text appears. (It will be displayed in an iframe just below the login fields.) Our users do not login to a specfic application; full ITSM suite in use. To what application do I add the login.html? Thank you, Sandra Hennigan Remedy Developer _ARSlist: Where the Answers Are and have been for 20 years_ This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Group emails slow
** Greg,I’ve seen tis exact symptom before. Support is on the right track.There are two escalations that process records in this form. One turns Notifications addressed to a group into a bunch of Notifications addressed to individual people, and the other processes the individual messages taking into account the user’s preference, performing keyword substitution and sending the message to AR System Email Messages. The problem you’re seeing happens when a large number of notifications are to be processed and the amount of time taken by the first escalation, plus the amount of time for other escalations running in the same pool, takes longer than the escalation interval. In that condition the first escalation is skipped or delayed until the next time for it to be called comes around. This delays the expansion of the group messages while individual ones continue tone processed every minute.For example, if it takes 5 minutes to process the group notifications and another 7 minutes to process all the individual messages, it is 12 minutes before the group escalation could be considered again. There are other escalations running in the same pool (or if you don’t use pools, all on the same escalation thread). So the group escalation is delayed.As I recall the group escalation runs every 10 minutes and the individual one every minute. if you turn on escalation logging you can see the order in which the escalations fire, and that one has to run all the way through before the next one starts, and that ALL the escalations due to run at a specific time have to be processed before the system gets the list again.To deal with this we did three things.First we added several pools for escalations, and moved the one that processes individual messages to its own pool. This means nothing gets in its way. The second was to move the group escalation also to its own pool, that way nothing delays it either.The third thing was to add multiple threads for 390603. This means that in cases where both of these escalations are due to run at the same time they can in fact be processed in parallel.In this configuration that big escalation that closes old incidents or removed processed email messages will not tie up an escalation thread that needs to process outgoing messages. I suspect you’ll find something that does a large scale operation on incidents or people records or some such.And… of course, anything that your DBA tells you about bad queries looking up people’s email address or their user preferences for notifications should be looked at, but changes the the huber of users with notification preferences, as well as the number of pending group notifications, are both going to be fairly small numbers.Feel free to contact me off list if you need some more detail.Doug BlairOn Feb 24, 2014, at 10:03 AM, Greg Donalson cdonal...@slb.com wrote:Schlumberger-PublicHi all,I am wondering if anyone else has experienced the issues that I am seeing. Group emails will flyout of the system with no issue for about 4 days, then on that 5th day, they start lagging andtaking longer and longer to leave the system. The form that I am looking at is the NTE:SYS-NTProcess Control form. So, I know that there are escalations around this form depending on if it isan individual email or a group email. The individual ones will continue to go out at a fast pace,it is just the group emails that take longer. I understand that it has to loop through a table withall of the people that are assigned to that group, but like I said in the first 4 days after arestart of the Remedy service, they go out at a fast pace. Just to give you an idea, I have seenthe group emails get 20-30 minutes behind. I am thinking this is more of an escalation issue as ifI restart just the email service, it does not help any. It does not matter if I restart the Remedyservice on a Monday at 8am or a Thursday at 2pm, within 7 days, the group emails will be slow ingoing out. Also during this time, we will see the CPU of this server go up to around 30% or aboveand stay there, where in the first 4 days it is between 10-20%. I have relayed all of this to BMCand they have tons of logs (we have been working for 6 month on this 1 issue). They have asked meto increase escalation thread, move the group escalations around, and move the escalations from oneserver to another. None of this has helped at all. I have asked for BMC to escalate the issue andthe same person keeps calling me and says they are working with the escalated person - starting tohave doubts about that.Here is our environment:ARS - 7.6.04 SP3ITSM (Incident, Change, and Asset) - 7.6.04 SP2Database - Oracle 11g - 64bitApplication server - 2 Linux servers that are VMs that are in a server groupMidTier - 3 servers - 7.6.04 SP4 with the March 4, 2013 Hotfix___UNSUBSCRIBE or access ARSlist Archives at www.arslist.org"Where the
Re: Group emails slow
Schlumberger-Public Hi all, Thanks to all that have given answers. Let me try to answer some of these questions: It does not matter which group it is trying to get the individuals from, it is still slow. Also, as soon as I restart the Remedy service the group emails are gone within a minute. In the AR System Email Messages form, they are sent fast even during this slowness. There is no issue here. We do have them deleting once they are sent. I also go through the ones that have errors and delete those on a regular basis, so the AR System Email Messages form is not holding old data. There are some groups that have lots of members, but for a number of these we have turned off the group email. Also, we have multiple escalation threads and have the individual ones on their own thread and the group ones on their own thread. The issue is that through 4 days or so, they are sending out fast and are gone out of the NTE:SYS-NT Process Control form within 2 minutes because we have the group emails sending every minute as well as the individual ones sending every minute (meaning the escalation is running every minute for each of those). Thanks! Greg From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair Sent: Monday, February 24, 2014 1:19 PM To: arslist@ARSLIST.ORG Subject: Re: Group emails slow ** Greg, I've seen tis exact symptom before. Support is on the right track. There are two escalations that process records in this form. One turns Notifications addressed to a group into a bunch of Notifications addressed to individual people, and the other processes the individual messages taking into account the user's preference, performing keyword substitution and sending the message to AR System Email Messages. The problem you're seeing happens when a large number of notifications are to be processed and the amount of time taken by the first escalation, plus the amount of time for other escalations running in the same pool, takes longer than the escalation interval. In that condition the first escalation is skipped or delayed until the next time for it to be called comes around. This delays the expansion of the group messages while individual ones continue tone processed every minute. For example, if it takes 5 minutes to process the group notifications and another 7 minutes to process all the individual messages, it is 12 minutes before the group escalation could be considered again. There are other escalations running in the same pool (or if you don't use pools, all on the same escalation thread). So the group escalation is delayed. As I recall the group escalation runs every 10 minutes and the individual one every minute. if you turn on escalation logging you can see the order in which the escalations fire, and that one has to run all the way through before the next one starts, and that ALL the escalations due to run at a specific time have to be processed before the system gets the list again. To deal with this we did three things. First we added several pools for escalations, and moved the one that processes individual messages to its own pool. This means nothing gets in its way. The second was to move the group escalation also to its own pool, that way nothing delays it either. The third thing was to add multiple threads for 390603. This means that in cases where both of these escalations are due to run at the same time they can in fact be processed in parallel. In this configuration that big escalation that closes old incidents or removed processed email messages will not tie up an escalation thread that needs to process outgoing messages. I suspect you'll find something that does a large scale operation on incidents or people records or some such. And... of course, anything that your DBA tells you about bad queries looking up people's email address or their user preferences for notifications should be looked at, but changes the the huber of users with notification preferences, as well as the number of pending group notifications, are both going to be fairly small numbers. Feel free to contact me off list if you need some more detail. Doug Blair On Feb 24, 2014, at 10:03 AM, Greg Donalson cdonal...@slb.commailto:cdonal...@slb.com wrote: Schlumberger-Public Hi all, I am wondering if anyone else has experienced the issues that I am seeing. Group emails will fly out of the system with no issue for about 4 days, then on that 5th day, they start lagging and taking longer and longer to leave the system. The form that I am looking at is the NTE:SYS-NT Process Control form. So, I know that there are escalations around this form depending on if it is an individual email or a group email. The individual ones will continue to go out at a fast pace, it is just the group emails that take longer. I understand that
ITSM Process Designer on 8.1
I probably won't get a reply to this question since not many use Process Designer, but I will try anyway. Has anyone successfully implemented ITSM Process Designer 8.3.x with ARS/ITSM 8.x? I know that there are a lot of horror stories about Process Designer and 7.6.04, so I contacted my support organization and stated that it is still supported by BMC and that it was designed for 8.0 and above. Before I trash one of my development environments, I'd like to hear if anyone is actually using it with 8.x. Your help would be appreciated. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: User not getting window open in Create more (ARUser 7.6.03) Sort of Resolved
The User's problem has appeared to go away. I was adding a button to the form in question for another open URL action last week. All that I was able to do was add the button to the form. This morning she was able to consistently have the Form open in New mode using the third party executable. Maybe it was the re-saving of the form object or maybe it was ... magic. (Mercury Retrograde) 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.ORG] On Behalf Of Reiser, John J Sent: Friday, February 14, 2014 9:38 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: User not getting window open in Create more (ARUser 7.6.03) ** Dale and LJ, Yes I'm using the preference server. I changed all of the non-functioning user's data to match that of one who works. I also created a brand new user record after changing the login name of the original. I'll try removing the user's preference record altogether. I'm also going to try to catch the session in the API log to see what is happening in the two cases. 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.ORG] On Behalf Of Dale Jones Sent: Wednesday, February 12, 2014 6:22 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: EXTERNAL: Re: User not getting window open in Create more (ARUser 7.6.03) ** Look in the AR System User Preference form Search for the Users Record Clear it or make it the same as a working user. Dale Jones DCS Raleigh, NC 919-523-6034 From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Reiser, John J [john.j.rei...@lmco.com] Sent: Wednesday, February 12, 2014 5:18 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: User not getting window open in Create more (ARUser 7.6.03) ** ARS Server 7.6.04 SP5 ARUser 7.6.03 I have three Helpdesk operators taking customer tickets on our home built helpdesk. They run aruser on their windows 7 PC and then there is a third party utility connected to the phone system that accesses the aruser.exe process and forces open the appropriate form based on the Helpdesk number that was called. This 3rd party utility is a blackbox to me and since I can't prove that it is the culprit I can't force them to call in the vendor for troubleshooting. The scenario goes like this: A customer calls on Line 1 the utility opens Form 1 in aruser.exe . Line 2 opens form 2 and so on. All forms are supposed to open in Create (green screen) mode. After the request is submitted I close the form with an AL to prevent window bloat because the 3rd party can't reuse an open window. So for one of the operators the process opens in create mode the first time the aruser.exe is run. All subsequent interaction with the 3rd party utility opens the correct form but in Search mode. It's not machine specific. It happens on any machine that the Operator use. And when I had the Operator use a dummy account with the same permissions the system worked first time and every time after that. So we have confined the issue to the Operators account. I saved the account to another name and created a new user record with the original name from the Active Directory. She still gets the bad functionality, works the first time but not subsequent times. Active Link logs on the operator's account only shows what happens after the utility runs. Would the arreload command reset the User-cache and maybe clear her problem. 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 _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: ITSM Process Designer on 8.1
It is Recommended to install Process Designer on a system that has not been modifed since it adds fields to base forms and modifies some workflow. If you have modified your system there was a section in the manual that describes the steps to install the process designer on a modified system. -Original Message- From: Ortega, Jesus A jesus.ort...@lyondellbasell.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Feb 24, 2014 5:40 pm Subject: ITSM Process Designer on 8.1 ** I probably won’t get a reply to this question since not many use Process Designer, but I will try anyway. Has anyone successfully implemented ITSM Process Designer 8.3.x with ARS/ITSM 8.x? I know that there are a lot of horror stories about Process Designer and 7.6.04, so I contacted my support organization and stated that “it is still supported by BMC and that it was designed for 8.0 and above.” Before I trash one of my development environments, I’d like to hear if anyone is actually using it with 8.x. Your help would be appreciated. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ _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: ITSM Process Designer on 8.1
Hi, Yes, Process Designer 8.3.3 is working successfully on 8.1.x however there are still a number of bugs/issues around. 8.3.4 is just around the corner, however it will be released without the current hot fixes available for 8.3.3 - look for these in the near future. If you have a SRM installation already, then it is probably not a path to go down until the issues are sorted - however if you are implementing a new Service Request catalog then it could potentially be the way forward. FYI: All the original guys how created PD no longer work for BMC, so it may be a little longer to get things sorted although they are aware of the issue and working hard to get them sorted. _ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: 24 February 2014 22:40 To: arslist@ARSLIST.ORG Subject: ITSM Process Designer on 8.1 ** I probably won't get a reply to this question since not many use Process Designer, but I will try anyway. Has anyone successfully implemented ITSM Process Designer 8.3.x with ARS/ITSM 8.x? I know that there are a lot of horror stories about Process Designer and 7.6.04, so I contacted my support organization and stated that it is still supported by BMC and that it was designed for 8.0 and above. Before I trash one of my development environments, I'd like to hear if anyone is actually using it with 8.x. Your help would be appreciated. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ _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
Slightly OT: Saas vs On Premise...
What are the advantages and disadvantages of one over the other? I am asking about any generic system in general and not particularly the AR System, when used On Premise vs SaaS.. which is why I prefixed the subject of this email as Slightly OT.. I'd like to know about the hidden advantages and disadvantages that are not so apparent other than the obvious. The obvious advantages and disadvantages of SaaS I would percept are: Advantages: 1) No onsite administration - lowers cost of ownership 2) You are almost always up to date on versions etc. 3) You do not risk downtime when a system is upgraded, or during system maintenance, or bug fixes. The vendor usually has a faster planned route to rollback. Disadvantages: 1) No onsite administration - reduces flexibility in some areas of customization. 2) Your data resides off premise so it poses some kind of security risk 3) You are vendor/manufacturer dependant - the manufacturer goes out of business, so would your solution. And the obvious advantages and disadvantages of an on premise solution I would percept are: Advantages: 1) Onsite administration - You could do what you want, when you want, how you want to the system as you please with no rules whatsoever apart from system limitations 2) You can choose when to update if at all or stay on whatever version works for you as long as you wish to. Lowers user training costs to a certain extent. 3) Your data is as secure as you want it to be. 4) Your solution life lasts beyond the manufacturers - if they go out of business, you can continue to run their solutions for a while until you have a better solution. Disadvantages: 1) Onsite administration - You usually face higher maintenance and running costs. 2) You risk downtime during maintenance or upgrades or bug fixes even with a good rollback strategy. Any other advantages and disadvantages to the two strategies that I may have not listed here? Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Slightly OT: Saas vs On Premise...
One quick disadvantage to SaaS is that you're not only tied to the uptime and reliability of the SaaS vendor, but also your WAN provider. If a circuit goes down or there is a downtime in your network that connects you to the outside world, all of your SaaS apps are up, but in reachable from within your facilities. Sent from my iPhone On Feb 24, 2014, at 6:13 PM, Joe D'Souza jdso...@shyle.net wrote: ** What are the advantages and disadvantages of one over the other? I am asking about any generic system in general and not particularly the AR System, when used On Premise vs SaaS.. which is why I prefixed the subject of this email as “Slightly OT”.. I’d like to know about the hidden advantages and disadvantages that are not so apparent other than the obvious. The obvious advantages and disadvantages of SaaS I would percept are: Advantages: 1) No onsite administration – lowers cost of ownership 2) You are almost always up to date on versions etc. 3) You do not risk downtime when a system is upgraded, or during system maintenance, or bug fixes. The vendor usually has a faster planned route to rollback. Disadvantages: 1) No onsite administration – reduces flexibility in some areas of customization. 2) Your data resides off premise so it poses some kind of security risk 3) You are vendor/manufacturer dependant – the manufacturer goes out of business, so would your solution. And the obvious advantages and disadvantages of an on premise solution I would percept are: Advantages: 1) Onsite administration – You could do what you want, when you want, how you want to the system as you please with no rules whatsoever apart from system limitations 2) You can choose when to update if at all or stay on whatever version works for you as long as you wish to. Lowers user training costs to a certain extent. 3) Your data is as secure as you want it to be. 4) Your solution life lasts beyond the manufacturers – if they go out of business, you can continue to run their solutions for a while until you have a better solution. Disadvantages: 1) Onsite administration – You usually face higher maintenance and running costs. 2) You risk downtime during maintenance or upgrades or bug fixes even with a good rollback strategy. Any other advantages and disadvantages to the two strategies that I may have not listed here? Joe _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Slightly OT: Saas vs On Premise...
I've found that in our SaaS environment there is very little coordination between the sysadmin, NW, Application Admin, and security services. It becomes an extreme headache when implementing integrations between internal systems the SaaS hosted application. The engineering ownership we THOUGHT we could rely on the vendor to do ... Well, not so much. It is the exception that an implementation goes smoothly. Chris Danaceau 240-386-6728(o) 301-367-8949(c) Sent with Good (www.good.com) -Original Message- From: Tauf Chowdhury [taufc...@gmail.commailto:taufc...@gmail.com] Sent: Monday, February 24, 2014 08:24 PM Eastern Standard Time To: arslist@ARSLIST.ORG Subject: Re: Slightly OT: Saas vs On Premise... ** One quick disadvantage to SaaS is that you're not only tied to the uptime and reliability of the SaaS vendor, but also your WAN provider. If a circuit goes down or there is a downtime in your network that connects you to the outside world, all of your SaaS apps are up, but in reachable from within your facilities. Sent from my iPhone On Feb 24, 2014, at 6:13 PM, Joe D'Souza jdso...@shyle.netmailto:jdso...@shyle.net wrote: ** What are the advantages and disadvantages of one over the other? I am asking about any generic system in general and not particularly the AR System, when used On Premise vs SaaS.. which is why I prefixed the subject of this email as “Slightly OT”.. I’d like to know about the hidden advantages and disadvantages that are not so apparent other than the obvious. The obvious advantages and disadvantages of SaaS I would percept are: Advantages: 1) No onsite administration – lowers cost of ownership 2) You are almost always up to date on versions etc. 3) You do not risk downtime when a system is upgraded, or during system maintenance, or bug fixes. The vendor usually has a faster planned route to rollback. Disadvantages: 1) No onsite administration – reduces flexibility in some areas of customization. 2) Your data resides off premise so it poses some kind of security risk 3) You are vendor/manufacturer dependant – the manufacturer goes out of business, so would your solution. And the obvious advantages and disadvantages of an on premise solution I would percept are: Advantages: 1) Onsite administration – You could do what you want, when you want, how you want to the system as you please with no rules whatsoever apart from system limitations 2) You can choose when to update if at all or stay on whatever version works for you as long as you wish to. Lowers user training costs to a certain extent. 3) Your data is as secure as you want it to be. 4) Your solution life lasts beyond the manufacturers – if they go out of business, you can continue to run their solutions for a while until you have a better solution. Disadvantages: 1) Onsite administration – You usually face higher maintenance and running costs. 2) You risk downtime during maintenance or upgrades or bug fixes even with a good rollback strategy. Any other advantages and disadvantages to the two strategies that I may have not listed here? Joe _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Confidentiality Notice: This email, including attachments, may include non-public, proprietary, confidential or legally privileged information. If you are not an intended recipient or an authorized agent of an intended recipient, you are hereby notified that any dissemination, distribution or copying of the information contained in or transmitted with this e-mail is unauthorized and strictly prohibited. If you have received this email in error, please notify the sender by replying to this message and permanently delete this e-mail, its attachments, and any copies of it immediately. You should not retain, copy or use this e-mail or any attachment for any purpose, nor disclose all or any part of the contents to any other person. Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Slightly OT: Saas vs On Premise...
Joe: One major issue that I have come across is your first Disadvantage # 2, off premise location of data. Depending upon your client, this could become an issue as certain clients insist that data stay within the country and must address certain security standards. This would be one of the first questions I would ask when evaluating SaaS. Terry _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: February-24-14 6:14 PM To: arslist@ARSLIST.ORG Subject: Slightly OT: Saas vs On Premise... ** What are the advantages and disadvantages of one over the other? I am asking about any generic system in general and not particularly the AR System, when used On Premise vs SaaS.. which is why I prefixed the subject of this email as Slightly OT.. I'd like to know about the hidden advantages and disadvantages that are not so apparent other than the obvious. The obvious advantages and disadvantages of SaaS I would percept are: Advantages: 1) No onsite administration - lowers cost of ownership 2) You are almost always up to date on versions etc. 3) You do not risk downtime when a system is upgraded, or during system maintenance, or bug fixes. The vendor usually has a faster planned route to rollback. Disadvantages: 1) No onsite administration - reduces flexibility in some areas of customization. 2) Your data resides off premise so it poses some kind of security risk 3) You are vendor/manufacturer dependant - the manufacturer goes out of business, so would your solution. And the obvious advantages and disadvantages of an on premise solution I would percept are: Advantages: 1) Onsite administration - You could do what you want, when you want, how you want to the system as you please with no rules whatsoever apart from system limitations 2) You can choose when to update if at all or stay on whatever version works for you as long as you wish to. Lowers user training costs to a certain extent. 3) Your data is as secure as you want it to be. 4) Your solution life lasts beyond the manufacturers - if they go out of business, you can continue to run their solutions for a while until you have a better solution. Disadvantages: 1) Onsite administration - You usually face higher maintenance and running costs. 2) You risk downtime during maintenance or upgrades or bug fixes even with a good rollback strategy. Any other advantages and disadvantages to the two strategies that I may have not listed here? Joe _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Slightly OT: Saas vs On Premise...
The obvious advantages and disadvantages of SaaS I would percept are: Advantages: 1) No onsite administration – lowers cost of ownership This is not an on-premise versus SaaS issue. Many people work remotely on on-premise systems. Nothing good VPN software can't handle. 2) You are almost always up to date on versions etc. Again, this is not an on-premise versus SaaS issue, but one of the degree to which you customize the core product. The more customizations the longer the testing cycle to see what breaks and what is replaced by new functionality. SaaS CAN be customized if the vendor allows you to (which is true in all of the cases I can think of, which are not that many). 3) You do not risk downtime when a system is upgraded, or during system maintenance, or bug fixes. Ummm. No. Many of the ITSMaaS products have the same risk, but is often reduced simply because the level of customization is generally lower. The vendor usually has a faster planned route to rollback. That may be so, as they go through the pain multiple times (because they have multiple customers), whereas you tend to only do it once. I think they have a better plan because their pain is higher if it fails. Disadvantages: 1) No onsite administration – reduces flexibility in some areas of customization. You'll have to explain that one. The tool itself is no more or no less customizable because it runs on-premise. Maybe you are referring to it being easier for developers to collaborate with customers on customizations? If so, being close to the customer is probably a bad thing as it leads to excessive tweaking, which in the end makes the upgrades so painful. 2) Your data resides off premise so it poses some kind of security risk I hear that one a lot, but I do not buy it. Possessing data poses risk, period. People who specialize in the security of data centers tend to have a lot more knowledge of how to do it than your average corporate IT security guy, who is probably wearing a hat and a half. Terramark, for example, is Federal Information Security Managements Act (FISMA) certified, which is why Federal government IT is starting to seriously consider SaaS solutions that house their data with them. I can think of a few Federal operations that would not pass a FISMA certification audit. 3) You are vendor/manufacturer dependant – the manufacturer goes out of business, so would your solution. And that differs from a vendor-supplied, on-premise solution how? :^) Or are we now discussing build versus buy? And the obvious advantages and disadvantages of an on premise solution I would percept are: Advantages: 1) Onsite administration – You could do what you want, when you want, how you want to the system as you please with no rules whatsoever apart from system limitations I think you may have the wrong impression about SaaS, or at least in how it applies in the ITSM space. Not mentioning any names, but some are more flexible than others in this area. But again, it is all about the risk you are willing to accept that a patch from the vendor will break you, or that your upgrade to the next version will be long and painful. I am at a customer and the trip from 7.1 to 7.6 to 8.1 means leaving data behind twice. And that is low customization and on-premise. 2) You can choose when to update if at all or stay on whatever version works for you as long as you wish to. Lowers user training costs to a certain extent. Again, without mentioning any names, some vendors provide you these options with SaaS. But just as BMC wants you to move along with the newer versions (and will cut off support, or ask for more support dollars if you don't) so do SaaS vendors. 3) Your data is as secure as you want it to be. I would say that it is as secure as you can afford it to be. Most companies are simply not considered interesting enough targets to get owned by criminals and hackers. Also, many companies will not volunteer that they got hacked, especially if they lose no data that might be affected by the increasing number of privacy laws. 4) Your solution life lasts beyond the manufacturers – if they go out of business, you can continue to run their solutions for a while until you have a better solution. Now I really think you are talking about build versus buy and not a vendor-supplied product. Granted, if you have downloaded the software and can re-install it you don't go down the day the company folds. But you are still racing against time. The only companies that I can think of that would continue to run with software where the vendor is gone are probably running their accounting software on an old Macintosh running Hypercard 20 years after the death of the product. (I only mention that because I met such a customer once ...) Disadvantages: 1) Onsite administration – You usually face higher maintenance
