Re: Removing Duplicates from Asset Dataset

[James Smith]

--I do not want to manually delete the duplocate CIs
-  I do not want to manually set the markasdelete to yes and run the purge job 
later
- I do not want to remove duplicate CIs from running a database query.

I feel we can create an AIE job for this but I do not know how.

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Re: Removing Duplicates from Asset Dataset

[Rick Phillips]

is this what you're looking for?

https://communities.bmc.com/message/347381#347381

On 3/18/2014 9:26 AM, James Smith wrote:

Hi List,

Today I was looking at one of the CI from asset dataset and found that system 
has two CIs with same attributes. This is not only a single CI having duplicate 
records but there are many (Nearby 150)

How can I remove the duplicate CIs from the system? Appreciate your thoughts 
and comments.

James,

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Fault Dev Studio 8.1, create Drop-Down field?

[Terje Moglestue]

Is this a fault? It should be easy to reproduce.
I got a OOB form where overlay is already created. I then want to create a new 
Selection field that is not in any view. Here is how I do it:

-Open form where the overlay is created.

-Right click on the default view. Select "Create a New Field", "In No 
View" and "Selection Field".

-The new field is created. I fine the new field using the Outline. 
Click on Attributes, Selections to update the valid Selections.

-The Selection dialog pops up with one record Default 1.

-I now want to change the Selection Value and the Alias. I click on the 
'Default 1' in the Selection Values column. This allow me to update the value.

-Click on the Alias is impossible. I can click - but nothing happened. 
I am unable to change the Alias value.

-I can add a new selection. Same time.
Using the menu Form, Create a New Field, In No View. Same thing.
Let's try to create a new field within the current view. Well the option is 
there - but the different field types are all disabled. Is the overlay corrupt?
I am working in Best Practice Customization Mode.
Regards,
Terje


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Re: LDAP integration - ARDBC Configuration

[Grooms, Frederick W]

Added here from BMC Communities cross post  
https://communities.bmc.com/thread/103006

For Outlook groups in AD I don't think I have seen "No Children".  What I see 
is a list of records in the member attribute.

Also Groups should be  ??sub?(objectclass=group)   
objectclass=inetorgperson is individual people records not groups   
   i.e.   
ldap://mail.mydomain.com/DC=mail,DC=mydomain,DC=com??sub?(objectclass=group)   

Fred

P.S.  I always thought the "Available Vendor Tables" showed the ones that have 
been used in other Vendor forms not a list of all possible choices for LDAP.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Monday, March 17, 2014 11:01 PM
To: arslist@ARSLIST.ORG
Subject: LDAP integration - ARDBC Configuration

** 
Hi All,

I have successfully implemented AREA and it works fine.
 
Requirement:
Now I am planning to use ARDBC for retrieving AD information for the 
employee(s) into Remedy application. Our client requirement is 'Whenever an 
employee(s) is added to Remedy group in active directory remedy profile need to 
created automatically', for automatic profile creation I can write using 
workflows.

Issue:
The issue here is I am unable to see the employee is listed in the group when I 
tried connecting to ARDBC 'ARSYS.ARDBC.LDAP' and I am unable to see the syntax 
like 'ldap://orangina/o=remedy.com??sub?(objectclass=inetorgperson)'. 
 
Please find the attached screen shot.

I have tried using the ldap.exe utility to find the dn and verified the group 
it show 'No Children', but When I verified the group in Outlook users were 
present in that group, 

Is there any other way to implement this, please help me on this.

Regards,
Karthick S

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BMC Drift Management - Auto Incident Creation Issue

[Sonwane, Subhash]

Hi Team,

Just want to know why Incident Number ="DSM" used here. This is causing 
"Violation of index" issue

[https://communities.bmc.com/servlet/JiveServlet/downloadImage/2-411538-63769/pastedImage_0.png]

Regards,
Subhash Sonwane
Mobile: +91 - 9860340274
E-mail: 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>



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<>

Re: Removing Duplicates from Asset Dataset

[Zandi]

Status delete
Run  delete and purge job
I think that is all you need

Sent from my iPhone

> On Mar 18, 2014, at 12:26 PM, James Smith  
> wrote:
> 
> Hi List,
> 
> Today I was looking at one of the CI from asset dataset and found that system 
> has two CIs with same attributes. This is not only a single CI having 
> duplicate records but there are many (Nearby 150)
> 
> How can I remove the duplicate CIs from the system? Appreciate your thoughts 
> and comments.
> 
> James,
> 
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Re: Web Service Insert error

[William Rentfrow]

I had something like this happen once, and it was when something was being 
transferred through HPD:IncidentInterface_Create.

Essentially there was a nested "Set Fields" and it wasn't finding a match.  The 
workflow was set to set all fields to NULL instead of creating a No match 
error, so consequently the field in question would get set to NULL.

My suggestion - log the working one and the non-working one, and compare to see 
if workflow is firing the same or if the two new fields are causing a lookup 
somehow that results in a "no match".

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Monday, March 17, 2014 11:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Insert error

**
Joe,
Yes, that's one of the things that I checked early on, that we are mapping the 
field all the way through the transaction process, and we are.
As to the version matching, we have this working in production, but a 
relatively minor enhancement (mapping two additional new fields) has apparently 
broken it in dev., and I can't figure out why.  At one point, the Plug-in log 
said "java.net.ConnectException: Connection refused: connect", but I got past 
that, and now it doesn't give an error.  The Filter logs are what's showing 
that the Set Fields that calls the Web Service is barfing on setting the first 
field it gets to - the Short Description field (which has been re-purposed into 
a required foreign key field).
Rick

On Fri, Mar 14, 2014 at 10:37 PM, Joe D'Souza 
mailto:jdso...@shyle.net>> wrote:
Rick,

Are you mapping that default value in the filter that is consuming that web
service? If not yes that error would be expected when the XML is processed
by the web services plugin as that plugin has no idea if there is nor not a
default on a required field assuming that field is configured as required in
the Web Service.

Having said that, if that is not your case (that is you are mapping the
required field to a non null value), then please post the java plugin log
generated by the AR Server. That would capture the reason for the error if
it is at the Web Service plugin level.

Also, LJ has a valid question. Since you are on two separate versions on the
two systems that need to communicate, which system is trying to consume
whose service? I had recently ran into a issue where a lower version AR
System could not consume a 7.6.04 web service.. And BMC Customer Support
recognized that as an issue. Unfortunately, I do not remember what version
that lower version system was on but I can try to find out, I fear it was a
7.1 system.

Cheers

Joe


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Friday, March 14, 2014 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Web Service Insert error

I have two Remedy systems, a 7.6.04 ITSM box and a 7.1 custom one.  I have
two web services that allow a custom bare bones ticketing system on the
custom server to interact with the ITSM server, so that a record created
under certain conditions on one box will create a corresponding record on
the other.

There is a bit of custom code and configuration data in place to facilitate
all of that, and it seems fine.  The WSDL in the web service displays the
XML fine, as does SoapUI.  The problem is that when I attempt to actually
fire it, I get an error that the logs don't seem to capture at a fine enough
level of detail to help me find the root of.  The error, "Error encountered
while executing a Web Service", is complaining that Field ID 8 (Short
Description) is NULL, and therefore the record can't be saved (since it's a
required field).  That field has a default value in it in every form we use
in the process, and we even map that field between forms to ensure that a
value is being pushed, but the error continues.

Has anyone had a problem like this before, or can someone point me to the
next thing to try?  AR Error logs aren't showing anything, and the Plug-in
logs don't say anything useful either.

Rick Cook

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Re: LDAP integration - ARDBC Configuration

[Joe D'Souza]

Can you browse the Remedy group using ldap.exe?

 

This should be pretty straight forward. Once you get the search path using
any standard ldap browser and are able to browse the Remedy group, copy that
search path to create your LDAP Vendor table.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Tuesday, March 18, 2014 12:01 AM
To: arslist@ARSLIST.ORG
Subject: LDAP integration - ARDBC Configuration

 

** 

Hi All,

 

I have successfully implemented AREA and it works fine.

 

Requirement:

Now I am planning to use ARDBC for retrieving AD information for the
employee(s) into Remedy application. Our client requirement is 'Whenever an
employee(s) is added to Remedy group in active directory remedy profile need
to created automatically', for automatic profile creation I can write using
workflows.

 

Issue:

The issue here is I am unable to see the employee is listed in the group
when I tried connecting to ARDBC 'ARSYS.ARDBC.LDAP' and I am unable to see
the syntax like
'ldap://orangina/o=remedy.com??sub?(objectclass=inetorgperson)'. 

 

Please find the attached screen shot.

 

I have tried using the ldap.exe utility to find the dn and verified the
group it show 'No Children', but When I verified the group in Outlook users
were present in that group, 

 

Is there any other way to implement this, please help me on this.

 

Regards,

Karthick S 


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Re: Web Service Insert error

[Rick Cook]

That's a great thing to check, but I've already done the side-by-side
check.  All workflow is happening in custom forms, and in my re-check of
the log files, there's nothing setting the fields to NULL that I can see.
Just all of a sudden a field that was populated no longer is.

I'll keep looking.  Maybe I'll run into O.J., looking for who killed
Nicole.  :)

Rick


On Mon, Mar 17, 2014 at 2:39 PM, William Rentfrow <
wrentf...@stratacominc.com> wrote:

> **
>
> I had something like this happen once, and it was when something was being
> transferred through HPD:IncidentInterface_Create.
>
>
>
> Essentially there was a nested "Set Fields" and it wasn't finding a
> match.  The workflow was set to set all fields to NULL instead of creating
> a No match error, so consequently the field in question would get set to
> NULL.
>
>
>
> My suggestion - log the working one and the non-working one, and compare
> to see if workflow is firing the same or if the two new fields are causing
> a lookup somehow that results in a "no match".
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
> *Sent:* Monday, March 17, 2014 11:18 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Web Service Insert error
>
>
>
> **
>
> Joe,
>
> Yes, that's one of the things that I checked early on, that we are mapping
> the field all the way through the transaction process, and we are.
>
> As to the version matching, we have this working in production, but a
> relatively minor enhancement (mapping two additional new fields) has
> apparently broken it in dev., and I can't figure out why.  At one point,
> the Plug-in log said "java.net.ConnectException: Connection refused:
> connect", but I got past that, and now it doesn't give an error.  The
> Filter logs are what's showing that the Set Fields that calls the Web
> Service is barfing on setting the first field it gets to - the Short
> Description field (which has been re-purposed into a required foreign key
> field).
>
> Rick
>
>
>
> On Fri, Mar 14, 2014 at 10:37 PM, Joe D'Souza  wrote:
>
> Rick,
>
> Are you mapping that default value in the filter that is consuming that web
> service? If not yes that error would be expected when the XML is processed
> by the web services plugin as that plugin has no idea if there is nor not a
> default on a required field assuming that field is configured as required
> in
> the Web Service.
>
> Having said that, if that is not your case (that is you are mapping the
> required field to a non null value), then please post the java plugin log
> generated by the AR Server. That would capture the reason for the error if
> it is at the Web Service plugin level.
>
> Also, LJ has a valid question. Since you are on two separate versions on
> the
> two systems that need to communicate, which system is trying to consume
> whose service? I had recently ran into a issue where a lower version AR
> System could not consume a 7.6.04 web service.. And BMC Customer Support
> recognized that as an issue. Unfortunately, I do not remember what version
> that lower version system was on but I can try to find out, I fear it was a
> 7.1 system.
>
> Cheers
>
> Joe
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
> Sent: Friday, March 14, 2014 10:45 AM
> To: arslist@ARSLIST.ORG
> Subject: Web Service Insert error
>
> I have two Remedy systems, a 7.6.04 ITSM box and a 7.1 custom one.  I have
> two web services that allow a custom bare bones ticketing system on the
> custom server to interact with the ITSM server, so that a record created
> under certain conditions on one box will create a corresponding record on
> the other.
>
> There is a bit of custom code and configuration data in place to facilitate
> all of that, and it seems fine.  The WSDL in the web service displays the
> XML fine, as does SoapUI.  The problem is that when I attempt to actually
> fire it, I get an error that the logs don't seem to capture at a fine
> enough
> level of detail to help me find the root of.  The error, "Error encountered
> while executing a Web Service", is complaining that Field ID 8 (Short
> Description) is NULL, and therefore the record can't be saved (since it's a
> required field).  That field has a default value in it in every form we use
> in the process, and we even map that field between forms to ensure that a
> value is being pushed, but the error continues.
>
> Has anyone had a problem like this before, or can someone point me to the
> next thing to try?  AR Error logs aren't showing anything, and the Plug-in
> logs don't say anything useful either.
>
> Rick Cook
>
>
> ___
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> "Where the Answers Are, and have been for 20 years"
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  

JOB:Unisys ITSMaaS Deployment Consultant

[Kelly Deaver]

Unisys is growing. If you are interested in joining us apply at the link
at the bottome of the email. If you aren't someone who loves spending
their time in Application Administration Console, this is not the job
for you. I can tell you that you will very seldom ever open Developer
Studio. This job is all about configuring the customer's data to go
live. 

If you have any questions, you can mail me at kelly.dea...@unisys.com

Title: ITSMaaS Deployment Consultant
Job ID: 277410
Location: US-Virtual only
Full/Part Time: Full-Time
Regular/Temporary: Regular

Day to Day Work:

Unisys is a worldwide information technology company. We provide a
portfolio of IT services, software, and technology that solves critical
problems for clients. We specialize in helping clients secure their
operations, increase the efficiency and utilization of their data
centers, enhance support to their end users and constituents, and
modernize their enterprise applications. To provide these services and
solutions, we bring together offerings and capabilities in outsourcing
services, systems integration and consulting services, infrastructure
services, maintenance services, and high-end server technology. With
approximately 23,000 employees, Unisys serves commercial organizations
and government agencies throughout the world.

The ITSMaaS Deployment Consultant role is a client facing role that
designs service management platform and process configurations for
Remedy ITSMaaS client onboarding - which meet contractual obligations
and Unisys portfolio standards. Role performs client requirements
analysis of approved client solutions to deliver designs for the
onboarding of clients.

Key Responsibilities
- Analyzes agreed solution, contract & SOW with guidance from the
Project Manager 
- Conducts client data workshops to gather client-specific data,
Conducts rapid-prototyping workshops in select subject areas
- Creatively applies knowledge of the range of technical capabilities to
design specific effective/efficient client configuration.
- Coordinate the involvement of Unisys subject matter experts for areas
such as Unisys VantagePoint Portal, B2B integrations, Architecture and
Engineering
- Document definitive designs in sufficient detail for execution by the
technical implementations team
- Drive and assist the account team to obtain consensus and signoff of
specified data and agreement to the design
- Through transition, until steady state is achieved, provide support on
the accuracy and integrity of the design and data collected. Support is
provided to Technical Implementations team, UAT Testers, Training and
Operations.
- Identify opportunities to streamline the design process by
participating in Lessons Learned exercises or reviews
Experience & Skills (in order of priority)
- Minimum 3 years of experience working with BMC IT Service Management
application suite for multiple enterprises, including specifically
Incident Management, Problem Management, Change Management, Service
Request Management, Service Level Management, Asset & Configuration and
CMDB. Experience in configuring the application via Application
Administration Console and/or data load tools is a must. AR System
Developer skills are optional.
- Minimum 3 years of experience ITIL process and/or operational support
in the areas of Service Desk, Incident, Problem, Change, Asset &
Configuration, Service Level and/or Service Request Management
- Bachelors degree
- Good to have: customer/client implementation experience that included
multiple core ITIL processes
- Strong written and verbal communication skills supporting customer
consulting for people/process/technology
- Ability to work independantly and to multi-task. You may work on
multiple customers simulatainously.
- ITIL v3 Foundation certification
- PMG Service Request Developer
- Pureshare Report Developer
Do you have what it takes to be mission-critical? Apply Now.

Unisys offers a very competitive benefits package including health
insurance coverage from first day of employment, a 401k with an
immediately vested company match, vacation and educational benefits. To
learn more about Unisys visit us at www.Unisys.com.

Unisys is an Equal Opportunity Employer (EOE). M/F/D/V.

Link to the Job: http://jobs.unisys.com/s/VVvunM
 

Kelly Deaver
Unisys Corporation
kdea...@kellydeaver.com (ARSlist mail)
kelly.dea...@unisys.com (Business mail)

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Re: Server group

[LJ LongWing]

It should be stored in the ar.cfg file, but it is irrelevant because the
value isn't used in server groups anymore with latest versions.
On Mar 18, 2014 4:07 PM, "Marika René"  wrote:

> **
>
> Hi Remedy experts!
>
>
>
> A quick and simple question regarding server group...
>
>
>
> In AR System Administration: Server Information form the Advanced tab is
> there a field called Server group name. Where is this value stored? I would
> like to find out if this value has changed by looking at old version of
> config files. I have been looking at the ar.conf file but it does not seem
> to be in there.
>
>
>
> Next question on this topic. What consequences will it have for my server
> group if this is not set, like will the server group ranking still work?
>
>
>
> *Best Regards / Mit freundlichen grüssen / Med Vänliga Hälsningar*
> Marika René
> Product Specialist BMC Remedy
> Box 803, 251 08 HELSINGBORG
> Rönnowsgatan 8, 252 25 HELSINGBORG
> SWEDEN
>  Email: marika.r...@ikea.com *
> *(*
> * Office  : +46 - 42 - 26 49 43 <%2B46%20-%2042%20-%2026%2049%2043> **(**
> Mobile : +46 - 766 - 19 00 70 <%2B46%20-%20766%20-%2019%2000%2070>*
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Fault Dev Studio 8.1, create Drop-Down field?

[James Smith]

Create overlay for everything.

Make sure you have created overlay for default view also.

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Removing Duplicates from Asset Dataset

[James Smith]

Hi List,

Today I was looking at one of the CI from asset dataset and found that system 
has two CIs with same attributes. This is not only a single CI having duplicate 
records but there are many (Nearby 150)

How can I remove the duplicate CIs from the system? Appreciate your thoughts 
and comments.

James,

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Server group

[Marika René]

Hi Remedy experts!

A quick and simple question regarding server group...

In AR System Administration: Server Information form the Advanced tab is there 
a field called Server group name. Where is this value stored? I would like to 
find out if this value has changed by looking at old version of config files. I 
have been looking at the ar.conf file but it does not seem to be in there.

Next question on this topic. What consequences will it have for my server group 
if this is not set, like will the server group ranking still work?

Best Regards / Mit freundlichen grüssen / Med Vänliga Hälsningar
Marika René
Product Specialist BMC Remedy
Box 803, 251 08 HELSINGBORG
Rönnowsgatan 8, 252 25 HELSINGBORG
SWEDEN
* Email: marika.r...@ikea.com
* Office  : +46 - 42 - 26 49 43
* Mobile : +46 - 766 - 19 00 70


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Re: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade

[Joe D'Souza]

Susan,

 

You haven't stated what customization you have performed on  that field,
which would help us readers to understand what exactly your problem might
be. Without knowing what the original properties of that field was and what
customizations you have performed to that field, whatever we might suggest
would only be a shot in the dark.

 

That having been said, it would also help if you could take workflow logging
(both filter and active links) at the time of saving the new incidents and
old incidents so there could be something to compare on that field, to see
what might be going on, in the event that it is some new or customized
workflow that might be the rogue.

 

Cheers

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan
Sent: Monday, March 17, 2014 3:06 PM
To: arslist@ARSLIST.ORG
Subject: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade

 

Hi folks,

I have found that a customized character field, that I had created in Remedy
7.01, is working with new incident requests, but not with existing
incidents. When hitting the Save button, after entering anything into this
character field, on existing incidents, the contents of the field are
removed. When trying to troubleshoot the issue, I found that the form,
HPD:Help Desk, no longer has the same tabs, including the Classification
tab, where the field was created. 

 

I looked at the join form, HPD:Help Desk Classic, and I see that the field
is showing there. So, I thought I would just recreate the field, on the
classic form, which I did on my development system, but found that the field
was not a searchable field as the entry mode is not editable; it is display
only. I have since read that all you can get from adding a field to a join
form is a display only field. Other than the "searchable" concern, the field
actually performed well. But, it is imperative that I have a searchable
field for this scenario.

 

Can anyone suggest how I might accomplish this?

 

Thank you, 

 

Susan Champagne

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

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Re: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade

[Champagne, Susan]

Thanks for the reply Joe.

The customization I was referring to was the addition of a character field on 
the "Classification" tab on the HPD:Help Desk form, when the form still showed 
the "Classification" tab in version 7.01 (BMC Remedy Administrator). We are 
still using the "Classic" view. When I go to the Developer Studio, this form, 
HPD:Help Desk, no longer has the Classification tab included.

I had created 2 Active Links that invoked workflow related to this field; both 
of the Active Links now show HPD:Help Desk Classic as an associated form, with 
HPD:Help Desk still as the Primary form. Interestingly enough, both Active 
Links work well.

Field name: Cost Centre / EOC
Field Type: Character
Permissions: Incident Users Change
Entry Mode: Optional

The first Active link is used to give a message and to set focus on the Cost 
Centre / EOC field if a particular product is selected and if the Cost Centre / 
EOC field is currently null. This works well.

The second Active Link is used to give an error if the user tries to save when 
a particular product is selected and the Cost Centre / EOC field is null. This 
works well.

The issue is: when creating a new incident, the saving of the cost centre / EOC 
field works; when trying to save a cost centre number to an existing incident, 
it does not work.

I have captured Active Link and filter logs and I have not been able to figure 
this out, yet.

Thank you,

Susan Champagne

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: March-18-14 2:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade

**
Susan,

You haven't stated what customization you have performed on  that field, which 
would help us readers to understand what exactly your problem might be. Without 
knowing what the original properties of that field was and what customizations 
you have performed to that field, whatever we might suggest would only be a 
shot in the dark.

That having been said, it would also help if you could take workflow logging 
(both filter and active links) at the time of saving the new incidents and old 
incidents so there could be something to compare on that field, to see what 
might be going on, in the event that it is some new or customized workflow that 
might be the rogue.

Cheers

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan
Sent: Monday, March 17, 2014 3:06 PM
To: arslist@ARSLIST.ORG
Subject: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade

Hi folks,
I have found that a customized character field, that I had created in Remedy 
7.01, is working with new incident requests, but not with existing incidents. 
When hitting the Save button, after entering anything into this character 
field, on existing incidents, the contents of the field are removed. When 
trying to troubleshoot the issue, I found that the form, HPD:Help Desk, no 
longer has the same tabs, including the Classification tab, where the field was 
created.

I looked at the join form, HPD:Help Desk Classic, and I see that the field is 
showing there. So, I thought I would just recreate the field, on the classic 
form, which I did on my development system, but found that the field was not a 
searchable field as the entry mode is not editable; it is display only. I have 
since read that all you can get from adding a field to a join form is a display 
only field. Other than the "searchable" concern, the field actually performed 
well. But, it is imperative that I have a searchable field for this scenario.

Can anyone suggest how I might accomplish this?

Thank you,

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


The information contained in this e-mail and document(s) attached are for the 
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Re: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade

[Champagne, Susan]

I believe I have found a workaround; I have deleted the field on the HPD:Help 
Desk Classic join form; then re-added the field using the option "Add Fields 
from HPD:Help Desk" to add the field back onto the form. I then flushed the Mid 
Tier cache and I have tested successfully.

Thank you,

Susan Champagne


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: March 18, 2014 2:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade

Susan,

You haven't stated what customization you have performed on  that field, which 
would help us readers to understand what exactly your problem might be. Without 
knowing what the original properties of that field was and what customizations 
you have performed to that field, whatever we might suggest would only be a 
shot in the dark.

That having been said, it would also help if you could take workflow logging 
(both filter and active links) at the time of saving the new incidents and old 
incidents so there could be something to compare on that field, to see what 
might be going on, in the event that it is some new or customized workflow that 
might be the rogue.

Cheers

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan
Sent: Monday, March 17, 2014 3:06 PM
To: arslist@ARSLIST.ORG
Subject: Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade

Hi folks,
I have found that a customized character field, that I had created in Remedy 
7.01, is working with new incident requests, but not with existing incidents. 
When hitting the Save button, after entering anything into this character 
field, on existing incidents, the contents of the field are removed. When 
trying to troubleshoot the issue, I found that the form, HPD:Help Desk, no 
longer has the same tabs, including the Classification tab, where the field was 
created.

I looked at the join form, HPD:Help Desk Classic, and I see that the field is 
showing there. So, I thought I would just recreate the field, on the classic 
form, which I did on my development system, but found that the field was not a 
searchable field as the entry mode is not editable; it is display only. I have 
since read that all you can get from adding a field to a join form is a display 
only field. Other than the "searchable" concern, the field actually performed 
well. But, it is imperative that I have a searchable field for this scenario.

Can anyone suggest how I might accomplish this?

Thank you,

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

The information contained in this e-mail and document(s) attached are for the 
exclusive use of the addressee and may contain confidential, privileged and 
non-disclosable information. If the recipient of this e-mail is not the 
addressee, such recipient is strictly prohibited from reading, photocopying, 
distributing or otherwise using this e-mail or its content in any way.

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Re: Web Service Insert error

[Joe D'Souza]

Rick,

 

The verbiage of the error "Error encountered while executing a Web Service"
suggests it is not a problem at the Filter. The Filter for the most part
should be fine, it is the Web Service plugin that is hating something.

 

Which specific log file are you looking at? You have to look at the AR Java
plugin log (the file that cannot be turned off). I cannot recall offhand the
exact name of the file, but it looks something like arjavaplugin.log. That
file contains a trace of every Web Service transaction that happens, be it a
success or failure.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Monday, March 17, 2014 12:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Insert error

 

** 

Joe,

Yes, that's one of the things that I checked early on, that we are mapping
the field all the way through the transaction process, and we are.

As to the version matching, we have this working in production, but a
relatively minor enhancement (mapping two additional new fields) has
apparently broken it in dev., and I can't figure out why.  At one point, the
Plug-in log said "java.net.ConnectException: Connection refused: connect",
but I got past that, and now it doesn't give an error.  The Filter logs are
what's showing that the Set Fields that calls the Web Service is barfing on
setting the first field it gets to - the Short Description field (which has
been re-purposed into a required foreign key field).

Rick

 

On Fri, Mar 14, 2014 at 10:37 PM, Joe D'Souza  wrote:

Rick,

Are you mapping that default value in the filter that is consuming that web
service? If not yes that error would be expected when the XML is processed
by the web services plugin as that plugin has no idea if there is nor not a
default on a required field assuming that field is configured as required in
the Web Service.

Having said that, if that is not your case (that is you are mapping the
required field to a non null value), then please post the java plugin log
generated by the AR Server. That would capture the reason for the error if
it is at the Web Service plugin level.

Also, LJ has a valid question. Since you are on two separate versions on the
two systems that need to communicate, which system is trying to consume
whose service? I had recently ran into a issue where a lower version AR
System could not consume a 7.6.04 web service.. And BMC Customer Support
recognized that as an issue. Unfortunately, I do not remember what version
that lower version system was on but I can try to find out, I fear it was a
7.1 system.

Cheers

Joe



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Friday, March 14, 2014 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Web Service Insert error

I have two Remedy systems, a 7.6.04 ITSM box and a 7.1 custom one.  I have
two web services that allow a custom bare bones ticketing system on the
custom server to interact with the ITSM server, so that a record created
under certain conditions on one box will create a corresponding record on
the other.

There is a bit of custom code and configuration data in place to facilitate
all of that, and it seems fine.  The WSDL in the web service displays the
XML fine, as does SoapUI.  The problem is that when I attempt to actually
fire it, I get an error that the logs don't seem to capture at a fine enough
level of detail to help me find the root of.  The error, "Error encountered
while executing a Web Service", is complaining that Field ID 8 (Short
Description) is NULL, and therefore the record can't be saved (since it's a
required field).  That field has a default value in it in every form we use
in the process, and we even map that field between forms to ensure that a
value is being pushed, but the error continues.

Has anyone had a problem like this before, or can someone point me to the
next thing to try?  AR Error logs aren't showing anything, and the Plug-in
logs don't say anything useful either.

Rick Cook


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Send Event

[S Test]

Listners, 

I need to relate records then close dialog form and then the ori form table 
needs to be refreshed.
my send event in log is sucess 
Passed qualification -- perform if actions
  0: Run Process
 @@: 49\20\FISV:AST:CloseWindow\0\3\0\1395148274\0\0\\0\\
 Run Process on server
   Server: elarra02
   Process: PERFORM-ACTION-SEND_EVENT @ "refresh"
  Success

  1: Close Window
There is another AL which execute on Event  on form where table field is run if 
 $EVENTTYPE$= "refresh" with chg field action to refresh table is not firing 
any guess why?

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BMC Remedy and Flash

[Mueller, Doug]

Everyone,

I thought that rather than using the thread that took a left turn into Flash, 
that I would start a new thread
that focused on that issue to address some of the topics and discussion that 
has come up around the
use of Flash technology.

There are a number of places within the product where Flash technology has been 
used.  This includes
the browser display when using IE, Flashboards, Calendar widget, Atrium 
Explorer, and the CMDB
console screens.

There are a variety of reasons - from good ones to kind of questionable ones - 
for the use of the technology
in each of these situations.

Now, there are some challenges with the use of Flash when you talk about 
display on some types of
devices and with the overhead in some uses.

BMC made the decision several years ago to move away from Flash as a technology 
to use within
BMC Remedy components.  So, you will see that there has been no increase in use 
of Flash over that time
and there will be no new use going forward.

In addition, we have made progress in moving away from the use of Flash in some 
areas - with some
still to go.

IE - With the 8.1 mid-tier, there is no longer any use of Flash technology for 
the mid-tier when using IE.  There
never was use of this technology for the mid-tier display with any other 
browser, but there were several
features - rounded corners on fields being one - where the support was not 
present in IE and Flash provided
that support.  Prior to 8.1, the use of flash could be disabled with a 
configuration setting.  The product worked,
but some screen "prettiness" was lost.  With 8.1, no functionality depends on 
or uses Flash on any browser.
   Status: No Flash used from 8.1 forward - config setting to not use prior to 
8.1

Flashboards - Originally, Flashboards was implemented with a graphic library 
that did not use Flash.  Later we
added an implementation that uses Flash to give more polished graphs and 
features like gradient colors.  The
product has always had an option to configure the system to use the original 
library and not use Flash if the
customer chooses.  You do lose some level of polish on the charts, but you can 
eliminate use of Flash
Status:  Flash still used for now for polished Flashboards - config setting 
to not use Flash is available

Calendar widget - The calendar widget of Change Management was originally 
written in Flash.  The new
calendar with significantly more functionality that is shipped with the 8.1 
release does not use Flash.
   Status:  No Flash used from 8.1 forward.   Is used prior to 8.1 ITSM release.

Atrium Explorer - Atrium Explorer is written in Flash and continues to use 
Flash at this point.
   Status: Flash is used.

CMDB Consoles - The main CMDB consoles used by CMDB administrators are written 
in Flash.  The forms
used by users are not in Flash but are standard AR system forms.
   Status:  Flash is used for these consoles.

The direction and intention of BMC is to continue to move away from using 
Flash.  The only area of the
BMC Remedy product line still requiring Flash is the CMDB - consoles and Atrium 
Explorer.  There are long
term plans to move both of these away from that technology so that no part of 
the product requires Flash.


I hope this helps to define where Flash has been and is currently used within 
the BMC Remedy product and
what the current state of the use of that technology is and where it has been 
removed or where there are
options to disable its use.

We do believe that HTML/DHTML/and the related technologies are the direction 
forward and those are
the technologies that we will be implementing (and converting remaining pieces 
to) as we go forward.

Doug Mueller

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Re: Entry doesn't exist in Database(302)

[Hullule, Kiran]

One more possibility of error 302.

If you have escalation logs enabled during the time of an error. They you may 
see something like this:



  
 /* Wed Feb 26 2014 00:35:54.3740 */Checking 
FND:ACT:IM1-ProcessUPDATEASSOCATIONSTATUS (enabled) : ready to fire now on 
SYS:Action

  
--> Passed -- perform actions

  
  6392739

  
 0: Set Fields

  
   Status (7) = 5

  
 Set field action failed, errno=302

  
 Entry does not exist in database

  
  6392740

  
 0: Set Fields

  
   Status (7) = 5

  
 /* Wed Feb 26 2014 00:35:54.5460 
*/FND:ACT:IM1-ProcessUPDATEASSOCATIONSTATUS completed on SYS:Action (Elapsed 
time: 0.1720 seconds)


If that is the case then there are chances that the SYS:Action record is 
created, and z1d_Action is not set to DONOTDELETE, so filter 
SYS:ACT:DeleteOnSubmit_050 Is run, and triggers the immediate delete of the 
record, that then does the work. An escalation 
FND:ACT:IM1-ProcessUPDATEASSOCATIONSTATUS matches the record before it is 
deleted, but does not process it until after the delete, and thus you get the 
302 error.

The reason for this is that there are two fields used 'Action' (for the 
escalation) and 'z1D_action' for the filter, and the qualifications do not 
exclude each other.

I do not have the knowledge of exactly how this is intended to work, to suggest 
a full solution, but it needs to be made such that if the record should be 
processed by the escalation (as I believe is the case here, as 'Action' = 
"INCUPDATEGROUPLIST") then the filter does not fire.  A possible solution, is 
that for all values of 'Action' in the escalation qualification, the filters 
that push to SYS:Action, need to include the value 'DONOTDELETE' in the 
'z1D_Action' field, to prevent from SYS:ACT:DeleteOnSubmit_050 firing.

  If you confirm it's a same behaviour in your case then you may need to modify 
RUN IF qualification of above mentioned escalation and add something like this 
to introduce a delay:



('Submit Date' < ($\TIMESTAMP$ - 120))"





Note:  analyse and test it before you implement.





Regards,

Kiran



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: 18 March 2014 12:31
To: arslist@ARSLIST.ORG
Subject: Re: Entry doesn't exist in Database(302)



Another possible reason for a 302 besides the record being physically deleted 
is if you have Assignee Group functionality being used, and the user that tries 
to access a particular record has no access to that record because of row 
locking  being turned on. I am quite certain you get a 302 when that is the 
case, as for that user that record is as good as non existent. And I think that 
is by design as the user has no right to know that record exists.



But as others have pointed out, 90% chance is that record is actually deleted 
before it is accessed by workflow.



Cheers



Joe





-Original Message-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky

Sent: Monday, March 17, 2014 4:21 AM

To: arslist@ARSLIST.ORG

Subject: Re: Entry doesn't exist in Database(302)



Hi,



Turn on your server logs for API/ESCL/FLTR/SQL and try to find out why you are 
seeing this.



Presumably the record has been removed by an Application-Delete-Entry or 
Application-Query-Delete-Entry call from an ACTL/FLTR/ESCL between the time the 
user brings it up on screen in Modify-mode and then hits Save.



Search your definitions or logs for the above two delete calls.



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.



> Dears,

> please help as I facing a critical issue when alot of users modify

> some Tickets and causing to lose data.

> Thanks



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Re: BMC Remedy and Flash

[James Smith]

Nice info Doug, thanks for sharing. Want to add 2 cents if its considered then 
its of great use.

Currently we have windows based tools for development activities and data 
migration like Developer studio and Import tool. Will it be feasible to make 
then available over web?

One more thing, how can we make remedy to be available 24*7 during upgrades as 
well - zero downtime upgrades. This will help the product to compete in the 
market.

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Re: $LASTCOUNT$ keyword is not expanded when default values are set

[Sweety Khanna]

Hello Misi,

Just trying to understand what does that mean

On 3/18/14, Misi Mladoniczky  wrote:
> Hi,
>
> What value were you expecting?
>
> The normal way to use $LASTCOUNT$ is within one or two ACTL firing on the
> same
> action:
>
> ACTION 1:
>   Set-Fields: (some query)
> dummy = $1$
> ACTION 2:
>   Set-Fields: CURRENT FORM
> records in search = $LASTCOUNT$
>
> Best Regards - Misi, RRR AB, http://rrr.se
>
>> Hi List,
>>
>> Why $LASTCOUNT$ keyword is not expanded when default values are set? Can
>> anybody give me a reason for this?
>>
>> Cheers,
>>
>> ___
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>>
>
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Customized field peculiarity on HPD:Help Desk after 7.6.04 upgrade

[Champagne, Susan]

Hi folks,
I have found that a customized character field, that I had created in Remedy 
7.01, is working with new incident requests, but not with existing incidents. 
When hitting the Save button, after entering anything into this character 
field, on existing incidents, the contents of the field are removed. When 
trying to troubleshoot the issue, I found that the form, HPD:Help Desk, no 
longer has the same tabs, including the Classification tab, where the field was 
created.

I looked at the join form, HPD:Help Desk Classic, and I see that the field is 
showing there. So, I thought I would just recreate the field, on the classic 
form, which I did on my development system, but found that the field was not a 
searchable field as the entry mode is not editable; it is display only. I have 
since read that all you can get from adding a field to a join form is a display 
only field. Other than the "searchable" concern, the field actually performed 
well. But, it is imperative that I have a searchable field for this scenario.

Can anyone suggest how I might accomplish this?

Thank you,

Susan Champagne



The information contained in this e-mail and document(s) attached are for the 
exclusive use of the addressee and may contain confidential, privileged and 
non-disclosable information. If the recipient of this e-mail is not the 
addressee, such recipient is strictly prohibited from reading, photocopying, 
distributing or otherwise using this e-mail or its content in any way.

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Re: Entry doesn't exist in Database(302)

[David Durling]

And with Assignee Group behavior Joe mentions giving a 302, it can also occur 
if you currently have access to a record but then update it (reassign it) so 
you no longer have Assignee Group access.  It will seem as if the record just 
disappears when actually you just lost access to it.

David

David Durling
University of Georgia

> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
> Sent: Tuesday, March 18, 2014 3:01 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Entry doesn't exist in Database(302)
> 
> Another possible reason for a 302 besides the record being physically deleted
> is if you have Assignee Group functionality being used, and the user that 
> tries
> to access a particular record has no access to that record because of row
> locking  being turned on. I am quite certain you get a 302 when that is the
> case, as for that user that record is as good as non existent. And I think 
> that is
> by design as the user has no right to know that record exists.
> 
> But as others have pointed out, 90% chance is that record is actually deleted
> before it is accessed by workflow.
> 
> Cheers
> 
> Joe
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Monday, March 17, 2014 4:21 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Entry doesn't exist in Database(302)
> 
> Hi,
> 
> Turn on your server logs for API/ESCL/FLTR/SQL and try to find out why you
> are seeing this.
> 
> Presumably the record has been removed by an Application-Delete-Entry or
> Application-Query-Delete-Entry call from an ACTL/FLTR/ESCL between the
> time the user brings it up on screen in Modify-mode and then hits Save.
> 
> Search your definitions or logs for the above two delete calls.
> 
> 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.
> 
> > Dears,
> > please help as I facing a critical issue when alot of users modify
> > some Tickets and causing to lose data.
> > Thanks
> 
> __
> _
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the
> Answers Are, and have been for 20 years"

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Re: BMC Remedy and Flash

[Zandi]

24/7 is already there... It is called server groups, if you implement this 
would can take a server down and the others will takeover while it is being 
patched.  You will need a load balancer as well.  This also allows for larger 
system use as well
My 2 cents 

Sent from my iPhone

> On Mar 17, 2014, at 3:12 PM, James Smith  wrote:
> 
> Nice info Doug, thanks for sharing. Want to add 2 cents if its considered 
> then its of great use.
> 
> Currently we have windows based tools for development activities and data 
> migration like Developer studio and Import tool. Will it be feasible to make 
> then available over web?
> 
> One more thing, how can we make remedy to be available 24*7 during upgrades 
> as well - zero downtime upgrades. This will help the product to compete in 
> the market.
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"

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Re: $LASTCOUNT$ keyword is not expanded when default values are set

[Misi Mladoniczky]

Hi,

What value were you expecting?

The normal way to use $LASTCOUNT$ is within one or two ACTL firing on the same
action:

ACTION 1:
  Set-Fields: (some query)
dummy = $1$
ACTION 2:
  Set-Fields: CURRENT FORM
records in search = $LASTCOUNT$

Best Regards - Misi, RRR AB, http://rrr.se

> Hi List,
>
> Why $LASTCOUNT$ keyword is not expanded when default values are set? Can
> anybody give me a reason for this?
>
> Cheers,
>
> ___
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> "Where the Answers Are, and have been for 20 years"
>

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Re: Entry doesn't exist in Database(302)

[Joe D'Souza]

Another possible reason for a 302 besides the record being physically
deleted is if you have Assignee Group functionality being used, and the user
that tries to access a particular record has no access to that record
because of row locking  being turned on. I am quite certain you get a 302
when that is the case, as for that user that record is as good as non
existent. And I think that is by design as the user has no right to know
that record exists.

But as others have pointed out, 90% chance is that record is actually
deleted before it is accessed by workflow.

Cheers

Joe


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Monday, March 17, 2014 4:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Entry doesn't exist in Database(302)

Hi,

Turn on your server logs for API/ESCL/FLTR/SQL and try to find out why you
are
seeing this.

Presumably the record has been removed by an Application-Delete-Entry or
Application-Query-Delete-Entry call from an ACTL/FLTR/ESCL between the time
the user brings it up on screen in Modify-mode and then hits Save.

Search your definitions or logs for the above two delete calls.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

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* RRR|License - Not enough Remedy licenses? Save money by optimizing.
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> Dears,
> please help as I facing a critical issue when alot of users modify some
> Tickets and causing to lose data.
> Thanks

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Re: $LASTCOUNT$ keyword is not expanded when default values are set

[Joe D'Souza]

This keyword is calculated during the time of a DB transaction. There is no
DB transaction that happens at the time you open a window and set a default
unless you have a search that happens on Window Open, in which case I would
think it would set the $LASTCOUNT$ to the value of the number of items that
would be returned by that search, which is a DB transaction.

You can expect the $LASTCOUNT$ to be set in situations such as whenever you
search, either through workflow or otherwise, OR during a submit
transaction, if there is workflow during that transaction that performs any
searches, etc..

Hope this helps.

Cheers

Joe


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sweety
Sent: Monday, March 17, 2014 3:04 PM
To: arslist@ARSLIST.ORG
Subject: $LASTCOUNT$ keyword is not expanded when default values are set

Hi List,

Why $LASTCOUNT$ keyword is not expanded when default values are set? Can
anybody give me a reason for this?

Cheers,

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