Re: DMT data upload issue.

[Abhi$hek]

Hi Dinesh,

Thanks for your kind response.
And for the single server i already checked UDM Config and arcarte log is
already provided in discussion.
Its a single server env.

Regards,
Abhishek A


On Wed, Jun 25, 2014 at 9:05 PM, Dinesh Kumar  wrote:

> Hi Abhishek,
>
> Are you running the job in server group environment. If yes please check
> arcarte.log and UDM:Config form, the job may be get transferred to one
> carte server to another carte server, From there it cannot access file
> where it got uploaded. Try to keep one entry in the UDM:Config form and run
> the job in that server.
>
> Thanks,
> Dinesh kumar.
>
>
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>



-- 



Regards,
Abhishek Anand

 

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Re: STRSTR carriage return not working in Mid-Tier

[Jason Bess]

Looks like the Mid-Tier was removing the carriage returns. Changed the 
field to Rich Text and updated the code.  STRSTR($CI List$, "")



On Wednesday, June 25, 2014 4:09:21 PM UTC-5, Jason Bess wrote:

> ** 
> Is it possible to parse a character field by carriage return from the 
> mid-tier? The following set field is fine on the user tool, but returns -1 
> from the web.
>
> STRSTR($CI List$, "
>
> ")
>
>
>
> We're using ARS/Mid-Tier 7.6.04. I tried adding LTRIM as mentioned in 
> another post. Also tried using a service action and running the STRSTR 
> function from a filter. Same result. Worked fine from the user tool and -1 
> from the web.
>
>
>
>
> Thank you
>
> Jason L Bess, MCSE/RSP/ITILv3
>
> BMC Remedy ITSM Consultant
> _ARSlist: "Where the Answers Are" and have been for 20 years_


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Re: Customize the Application Flyout menu

[Hulmes, Timothy CTR MDA/ICTO]

Lyndsay,

It is set in the following Active Link Guide
"SHR:LHP:CHP:AppListEntryPoint"

Change the Application List Label value.

Tim


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lyndsay Reese
Sent: Wednesday, June 25, 2014 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Customize the Application Flyout menu

** 
Hello Listers,
I have a requirement to change the label of the "Home Page" link (opens the IT 
Home Page that appears in the left-hand application fly-out menu 
(Application/Quick Links/Home Page) for 8.1.  It seems like a pretty simple 
request, however, I cannot figure out how to change this OOB label. There are 
no alias's nor labels on the AR System Customizable Home Page, nor the 
SHR:LandingConsole (well, it has an alias of BMC Remedy). I've already tried 
changing the both the labels and the alias's on the "Home Page" form (and 
flushed the cache), but that didn't change it for the fly-out menu. From where 
is this "Home Page" value in the menu coming?!?  I've tried logging it and I 
don't see anything setting it in there. What am I missing?
 
Thanks in advance!
Lyndsay
_ARSlist: "Where the Answers Are" and have been for 20 years_ 

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STRSTR carriage return not working in Mid-Tier

[Jason Bess]

Is it possible to parse a character field by carriage return from the 
mid-tier? The following set field is fine on the user tool, but returns -1 
from the web.

STRSTR($CI List$, "

")



We're using ARS/Mid-Tier 7.6.04. I tried adding LTRIM as mentioned in 
another post. Also tried using a service action and running the STRSTR 
function from a filter. Same result. Worked fine from the user tool and -1 
from the web.




Thank you

Jason L Bess, MCSE/RSP/ITILv3

BMC Remedy ITSM Consultant

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Customize the Application Flyout menu

[Lyndsay Reese]

Hello Listers,
I have a requirement to change the label of the "Home Page" link (opens the
IT Home Page that appears in the left-hand application fly-out
menu (Application/Quick Links/Home Page) for 8.1.  It seems like a pretty
simple request, however, I cannot figure out how to change this
OOB label. There are no alias's nor labels on the AR System Customizable
Home Page, nor the SHR:LandingConsole (well, it has an alias of BMC
Remedy). I've already tried changing the both the labels and the alias's on
the "Home Page" form (and flushed the cache), but that didn't change it for
the fly-out menu. From where is this "Home Page" value in the menu
coming?!?  I've tried logging it and I don't see anything setting it in
there. What am I missing?

Thanks in advance!
Lyndsay

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Re: Number prefix on attachment file name.

[LJ LongWing]

very interesting :)


On Wed, Jun 25, 2014 at 11:51 AM, Rick Cook  wrote:

> **
> One more tidbit of information.  After the file name is copied to another
> form, I send that data via a web service to another server.  I find that if
> I map the actual Attachment file name on the source server to the Character
> field in the form on the destination server in the Filter Set Fields WS
> action, it sends the File name without the prefix data.
>
> Saves me a lot of STRSTR and SUBSTR finagling.
>
> Rick
>
>
> On Wed, Jun 25, 2014 at 10:13 AM, LJ LongWing 
> wrote:
>
>> **
>> not that I know ofI've always had to strip it :)
>>
>>
>> On Wed, Jun 25, 2014 at 10:48 AM, Rick Cook  wrote:
>>
>>> **
>>> Thanks, LJ, that makes sense.  Is there a way to copy that file name
>>> without the reference data, to avoid having to strip it?
>>>
>>> Rick
>>>
>>>
>>> On Wed, Jun 25, 2014 at 9:43 AM, LJ LongWing 
>>> wrote:
>>>
 **
 Rick, those numbers are not a 'fault'...they are reference data.  The
 numbers are

 BytesBeforeCompression;BytesAfterCompression;OriginalFileName

 I use this information in my system for example to ensure that when
 someone attaches a file, it's not a 0 byte file

 I also copy the file name to another field, and strip the preceding
 values to get just the file name...


 On Wed, Jun 25, 2014 at 10:38 AM, Rick Cook 
 wrote:

> **
> I am pushing an attachment from the 7.6.04 HPD:Work Log form to an
> attachment field on another form (same server).  Once there, I copy the
> Attachment file name to a character field for display.  The problem is 
> that
> the character field then contains something like "3223;815;AttachmentName"
> instead of just "AttachmentName".
>
> I can do the field stripping of the prefix clutter, but I'd prefer to
> address it at the source if possible.  Can someone tell me what those
> numbers represent and how I might be able to eliminate their transfer at
> the source?  The actual attachment file name doesn't contain those 
> numbers,
> either at the source or destination.
>
> Rick
> _ARSlist: "Where the Answers Are" and have been for 20 years_


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

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

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Re: Number prefix on attachment file name.

[Rick Cook]

One more tidbit of information.  After the file name is copied to another
form, I send that data via a web service to another server.  I find that if
I map the actual Attachment file name on the source server to the Character
field in the form on the destination server in the Filter Set Fields WS
action, it sends the File name without the prefix data.

Saves me a lot of STRSTR and SUBSTR finagling.

Rick


On Wed, Jun 25, 2014 at 10:13 AM, LJ LongWing  wrote:

> **
> not that I know ofI've always had to strip it :)
>
>
> On Wed, Jun 25, 2014 at 10:48 AM, Rick Cook  wrote:
>
>> **
>> Thanks, LJ, that makes sense.  Is there a way to copy that file name
>> without the reference data, to avoid having to strip it?
>>
>> Rick
>>
>>
>> On Wed, Jun 25, 2014 at 9:43 AM, LJ LongWing 
>> wrote:
>>
>>> **
>>> Rick, those numbers are not a 'fault'...they are reference data.  The
>>> numbers are
>>>
>>> BytesBeforeCompression;BytesAfterCompression;OriginalFileName
>>>
>>> I use this information in my system for example to ensure that when
>>> someone attaches a file, it's not a 0 byte file
>>>
>>> I also copy the file name to another field, and strip the preceding
>>> values to get just the file name...
>>>
>>>
>>> On Wed, Jun 25, 2014 at 10:38 AM, Rick Cook 
>>> wrote:
>>>
 **
 I am pushing an attachment from the 7.6.04 HPD:Work Log form to an
 attachment field on another form (same server).  Once there, I copy the
 Attachment file name to a character field for display.  The problem is that
 the character field then contains something like "3223;815;AttachmentName"
 instead of just "AttachmentName".

 I can do the field stripping of the prefix clutter, but I'd prefer to
 address it at the source if possible.  Can someone tell me what those
 numbers represent and how I might be able to eliminate their transfer at
 the source?  The actual attachment file name doesn't contain those numbers,
 either at the source or destination.

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

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Re: Number prefix on attachment file name.

[LJ LongWing]

not that I know ofI've always had to strip it :)


On Wed, Jun 25, 2014 at 10:48 AM, Rick Cook  wrote:

> **
> Thanks, LJ, that makes sense.  Is there a way to copy that file name
> without the reference data, to avoid having to strip it?
>
> Rick
>
>
> On Wed, Jun 25, 2014 at 9:43 AM, LJ LongWing 
> wrote:
>
>> **
>> Rick, those numbers are not a 'fault'...they are reference data.  The
>> numbers are
>>
>> BytesBeforeCompression;BytesAfterCompression;OriginalFileName
>>
>> I use this information in my system for example to ensure that when
>> someone attaches a file, it's not a 0 byte file
>>
>> I also copy the file name to another field, and strip the preceding
>> values to get just the file name...
>>
>>
>> On Wed, Jun 25, 2014 at 10:38 AM, Rick Cook  wrote:
>>
>>> **
>>> I am pushing an attachment from the 7.6.04 HPD:Work Log form to an
>>> attachment field on another form (same server).  Once there, I copy the
>>> Attachment file name to a character field for display.  The problem is that
>>> the character field then contains something like "3223;815;AttachmentName"
>>> instead of just "AttachmentName".
>>>
>>> I can do the field stripping of the prefix clutter, but I'd prefer to
>>> address it at the source if possible.  Can someone tell me what those
>>> numbers represent and how I might be able to eliminate their transfer at
>>> the source?  The actual attachment file name doesn't contain those numbers,
>>> either at the source or destination.
>>>
>>> Rick
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: [EXTERNAL] Clearing Browser Cache

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

Thanks Doug!  And you are correct, we are still at 7.6.04 SP5.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Wednesday, June 25, 2014 12:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Clearing Browser Cache

Lisa,

You didn't mention the version of the mid-tier you are using, but I am
going to make a wild guess that it is 8.1 no service pack or earlier.

Why?

Because 8.1 sp1 and later should have completely resolved the issue that
you were seeing and the need to clear your local browser cache.

The steps you included about clearing your browser cache were necessary
before
8.1 sp1 of the mid tier.

We finally isolated what was causing the issue.  It is a characteristic
of the browser caching model.  If you try and open a page, it just
checks to see if it has that page already and if so, it uses it.  Well,
if you have opened our page, you have it and the URL is the same so your
cached page is used, even if the page has changed.  Because we have the
same URL, it doesn't pick up our change.  It will eventually as there is
a setting in the cache for how long before it gets a new copy anyway
(this is typically set to 1 day, but it can be longer).

With 8.1 sp1, there is an additional check being made during the open of
the window to see if you have the same exact version of the dynamic page
(not just the URL is the same) and if not, the page gets reloaded
automatically.

So, your steps are right for 8.1 unpatched and earlier.

But, if you upgrade to 8.1 sp1 or later, you should find the entire need
to ever recache the mid-tier or to clear your local browser cache are
gone.  (unless of course you have your mid-tier cache configured to
check for updates every hour say and you want some change to propagate
faster than the 1 hour interval, then forcing a recache of the mid-tier
could be used -- but you would not need to worry about the end user
browser cache even in this case.

NOTE: that midtier 8.1 has been fully tested and is compatible with
7.6.04 and later releases of the AR System server.  It should be fine
with versions earlier than that as well, but it has not been fully
tested with earlier (unsupported) versions.

Just a reminder that the issue here has been resolved.

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR
INFORMATION OPERATIONS
Sent: Wednesday, June 25, 2014 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Clearing Browser Cache

I forgot to add that to the list of things I did over and over and
didn't get any results.  I did what you suggested and also manually
deleted all items under the Temporary Internet Files folder and even
that didn't work.  

Usually one or a combination of these things used to work, but I've
never had to UNCHECK Preserve Favorites Website Data.  Or maybe it was
always unchecked before and our admins recently made it checked by
default. 

I dunno, but I was starting to pull my hair out.  Luckily I still have
some of it left.  :)

Lisa

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Wednesday, June 25, 2014 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Clearing Browser Cache

** 

We've found that the browser cache has to be COMPLETELY cleared, and if
you don't UNCHECK Preserve Favorites Website Data, you won't completely
clear it, and the user may still have the problem.  So Lisa, what you
report here is spot on with what we've found.

 

If you don't want to have to remember to UNCHECK Preserve Favorites
Website Data, the other thing you can do is from your IE Internet
Options General Tab, under Browsing History, click Settings, then View
Files.  That will bring up your Temporary Internet Files folder.  We
always have our users check that (or we remote in and check it for
them), and we tell them that for there to be a valid chance of ITSM
working after a break, that folder must be COMPLETELY empty.  You can do
a Ctrl-A (for Select All) in that folder and then manually delete any
remaining files.

 

If your users are like ours, they may complain about this, but hold firm
and insist.  We've found that a complete cache (sometimes in conjunction
with flushing the MT cache) clears our users' problems up way more often
than not.

 

Cheers,

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Reporting Specialist

Albuquerque, NM USA

nkst...@sandia.gov  

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR
INFORMATION OPERATIONS
Sent: Wednesday, June 25, 2014 9:21 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Clearing Browser Cache

 

** 

I found a solution to a problem that I was having 

Re: Number prefix on attachment file name.

[Rick Cook]

Thanks, LJ, that makes sense.  Is there a way to copy that file name
without the reference data, to avoid having to strip it?

Rick


On Wed, Jun 25, 2014 at 9:43 AM, LJ LongWing  wrote:

> **
> Rick, those numbers are not a 'fault'...they are reference data.  The
> numbers are
>
> BytesBeforeCompression;BytesAfterCompression;OriginalFileName
>
> I use this information in my system for example to ensure that when
> someone attaches a file, it's not a 0 byte file
>
> I also copy the file name to another field, and strip the preceding values
> to get just the file name...
>
>
> On Wed, Jun 25, 2014 at 10:38 AM, Rick Cook  wrote:
>
>> **
>> I am pushing an attachment from the 7.6.04 HPD:Work Log form to an
>> attachment field on another form (same server).  Once there, I copy the
>> Attachment file name to a character field for display.  The problem is that
>> the character field then contains something like "3223;815;AttachmentName"
>> instead of just "AttachmentName".
>>
>> I can do the field stripping of the prefix clutter, but I'd prefer to
>> address it at the source if possible.  Can someone tell me what those
>> numbers represent and how I might be able to eliminate their transfer at
>> the source?  The actual attachment file name doesn't contain those numbers,
>> either at the source or destination.
>>
>> Rick
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Number prefix on attachment file name.

[LJ LongWing]

Rick, those numbers are not a 'fault'...they are reference data.  The
numbers are

BytesBeforeCompression;BytesAfterCompression;OriginalFileName

I use this information in my system for example to ensure that when someone
attaches a file, it's not a 0 byte file

I also copy the file name to another field, and strip the preceding values
to get just the file name...


On Wed, Jun 25, 2014 at 10:38 AM, Rick Cook  wrote:

> **
> I am pushing an attachment from the 7.6.04 HPD:Work Log form to an
> attachment field on another form (same server).  Once there, I copy the
> Attachment file name to a character field for display.  The problem is that
> the character field then contains something like "3223;815;AttachmentName"
> instead of just "AttachmentName".
>
> I can do the field stripping of the prefix clutter, but I'd prefer to
> address it at the source if possible.  Can someone tell me what those
> numbers represent and how I might be able to eliminate their transfer at
> the source?  The actual attachment file name doesn't contain those numbers,
> either at the source or destination.
>
> Rick
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Number prefix on attachment file name.

[Rick Cook]

I am pushing an attachment from the 7.6.04 HPD:Work Log form to an
attachment field on another form (same server).  Once there, I copy the
Attachment file name to a character field for display.  The problem is that
the character field then contains something like "3223;815;AttachmentName"
instead of just "AttachmentName".

I can do the field stripping of the prefix clutter, but I'd prefer to
address it at the source if possible.  Can someone tell me what those
numbers represent and how I might be able to eliminate their transfer at
the source?  The actual attachment file name doesn't contain those numbers,
either at the source or destination.

Rick

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Re: [EXTERNAL] Clearing Browser Cache

[Mueller, Doug]

Lisa,

You didn't mention the version of the mid-tier you are using, but I am going to
make a wild guess that it is 8.1 no service pack or earlier.

Why?

Because 8.1 sp1 and later should have completely resolved the issue that you 
were
seeing and the need to clear your local browser cache.

The steps you included about clearing your browser cache were necessary before
8.1 sp1 of the mid tier.

We finally isolated what was causing the issue.  It is a characteristic of the
browser caching model.  If you try and open a page, it just checks to see if it 
has
that page already and if so, it uses it.  Well, if you have opened our page, you
have it and the URL is the same so your cached page is used, even if the page 
has
changed.  Because we have the same URL, it doesn't pick up our change.  It will
eventually as there is a setting in the cache for how long before it gets a new
copy anyway (this is typically set to 1 day, but it can be longer).

With 8.1 sp1, there is an additional check being made during the open of the 
window
to see if you have the same exact version of the dynamic page (not just the URL 
is
the same) and if not, the page gets reloaded automatically.

So, your steps are right for 8.1 unpatched and earlier.

But, if you upgrade to 8.1 sp1 or later, you should find the entire need to ever
recache the mid-tier or to clear your local browser cache are gone.  (unless of
course you have your mid-tier cache configured to check for updates every hour 
say
and you want some change to propagate faster than the 1 hour interval, then 
forcing
a recache of the mid-tier could be used -- but you would not need to worry about
the end user browser cache even in this case.

NOTE: that midtier 8.1 has been fully tested and is compatible with 7.6.04 and
later releases of the AR System server.  It should be fine with versions earlier
than that as well, but it has not been fully tested with earlier (unsupported)
versions.

Just a reminder that the issue here has been resolved.

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Wednesday, June 25, 2014 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Clearing Browser Cache

I forgot to add that to the list of things I did over and over and didn't get 
any results.  I did what you suggested and also manually deleted all items 
under the Temporary Internet Files folder and even that didn't work.  

Usually one or a combination of these things used to work, but I've never had 
to UNCHECK Preserve Favorites Website Data.  Or maybe it was always unchecked 
before and our admins recently made it checked by default. 

I dunno, but I was starting to pull my hair out.  Luckily I still have some of 
it left.  :)

Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Wednesday, June 25, 2014 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Clearing Browser Cache

** 

We've found that the browser cache has to be COMPLETELY cleared, and if you 
don't UNCHECK Preserve Favorites Website Data, you won't completely clear it, 
and the user may still have the problem.  So Lisa, what you report here is spot 
on with what we've found.

 

If you don't want to have to remember to UNCHECK Preserve Favorites Website 
Data, the other thing you can do is from your IE Internet Options General Tab, 
under Browsing History, click Settings, then View Files.  That will bring up 
your Temporary Internet Files folder.  We always have our users check that (or 
we remote in and check it for them), and we tell them that for there to be a 
valid chance of ITSM working after a break, that folder must be COMPLETELY 
empty.  You can do a Ctrl-A (for Select All) in that folder and then manually 
delete any remaining files.

 

If your users are like ours, they may complain about this, but hold firm and 
insist.  We've found that a complete cache (sometimes in conjunction with 
flushing the MT cache) clears our users' problems up way more often than not.

 

Cheers,

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Reporting Specialist

Albuquerque, NM USA

nkst...@sandia.gov  

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Wednesday, June 25, 2014 9:21 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Clearing Browser Cache

 

** 

I found a solution to a problem that I was having that took me 3 days to 
finally fix.  

 

I updated a form in Remedy (AST:ComputerSystem), cleared the midtier cache and 
cleared my browser cache.

 

Sometimes this doesn't work and I still see the old data in my browser (IE 8), 
but most of the times it does.

 

I have some ste

Re: [EXTERNAL] Clearing Browser Cache

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

I forgot to add that to the list of things I did over and over and
didn't get any results.  I did what you suggested and also manually
deleted all items under the Temporary Internet Files folder and even
that didn't work.  

Usually one or a combination of these things used to work, but I've
never had to UNCHECK Preserve Favorites Website Data.  Or maybe it was
always unchecked before and our admins recently made it checked by
default. 

I dunno, but I was starting to pull my hair out.  Luckily I still have
some of it left.  :)

Lisa

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Wednesday, June 25, 2014 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Clearing Browser Cache

** 

We've found that the browser cache has to be COMPLETELY cleared, and if
you don't UNCHECK Preserve Favorites Website Data, you won't completely
clear it, and the user may still have the problem.  So Lisa, what you
report here is spot on with what we've found.

 

If you don't want to have to remember to UNCHECK Preserve Favorites
Website Data, the other thing you can do is from your IE Internet
Options General Tab, under Browsing History, click Settings, then View
Files.  That will bring up your Temporary Internet Files folder.  We
always have our users check that (or we remote in and check it for
them), and we tell them that for there to be a valid chance of ITSM
working after a break, that folder must be COMPLETELY empty.  You can do
a Ctrl-A (for Select All) in that folder and then manually delete any
remaining files.

 

If your users are like ours, they may complain about this, but hold firm
and insist.  We've found that a complete cache (sometimes in conjunction
with flushing the MT cache) clears our users' problems up way more often
than not.

 

Cheers,

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Reporting Specialist

Albuquerque, NM USA

nkst...@sandia.gov  

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR
INFORMATION OPERATIONS
Sent: Wednesday, June 25, 2014 9:21 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Clearing Browser Cache

 

** 

I found a solution to a problem that I was having that took me 3 days to
finally fix.  

 

I updated a form in Remedy (AST:ComputerSystem), cleared the midtier
cache and cleared my browser cache.

 

Sometimes this doesn't work and I still see the old data in my browser
(IE 8), but most of the times it does.

 

I have some steps that I take that usually fixes the problem, but after
three days and about a million clearing of caches and rebooting, I
finally was able to fix the problem.  

 

When deleting my Browser cache, I UNCHECKED the "Preserve Favorites
Website Data"

 

How I knew that it was my PC and not the MidTier was because my coworker
was able to see the changes on his PC.  I even had him log in as me and
he was able to see the changes.

 

I've NEVER had to do this before (uncheck the 'Preserve Favorites
Website Data').  But after:

 

Deleting Temp Internet Files, Cookies, Form Data and Passwords in IE

Deleting my account on User Preferences

Kicking off a Disk Cleanup on my PC

Clearing my SSL State in IE 8

Rebooting my PC

Syncing the Cache on Midtier

Flushing the Cache on the Midtier

Deleting my User Tool cache files (yes, I was willing to try anything)

 

So anyway, wanted to pass this along in case anyone else was struggling
with this.

 

Lisa Kemes

Remedy Consultant

Dev Technology Group

DLA Office: (717) 770-6437

Cell Phone: (717) 602-9460

lisa.ke...@devtechnology.com

 

 

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Data points on flashboards

[Dinesh Kumar]

Hi Team,

How the Mid-Tier’s performance will go down when we increase the number of Data 
points on flashboards. In the BMC document they have mentioned do not exceed 
10,000 points.

Thanks,
Dinesh kumar.

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Re: Select Distinct values from regular form through table

[Drake]

here's one way we handled that.

we created a new field, called 'distinct', and then a filter that searched
the same form for the field's value, and set (via sql) the 'distinct' field
to 1 only if no others were found, and 0 otherwise.
then your table qualification could include 'distinct'=1

there are a number of challenges with that, but it may work for you.

something like this:select decode(count(*),0,1,0) from my_table where
request_id='$request_id$'



On Wed, Jun 18, 2014 at 7:49 AM, Mona Fathy  wrote:

> Hi All,
>
> I'm working on Remedy version 7.6.4, I have a table that reads from a
> regular form "VOD_SEET_Invoices", I need to select distinct values from
> this form through the qualification of the table. Is there a way or a
> function to do that? I need the qualification of the table to be equivalent
> to the following query:
>
> Select DISTINCT Batch_No, Submitter
> From VOD_SEET_Invoices
> where Batch_No <>'NA'
>
>
> I tried to do that by creating a view in DB(reads from VOD_SEET_Invoices
> form) that has the above statement and creating a view form on it and then
> make the table reads from the view form instead of reading directly from
> "VOD_SEET_Invoices", but it didn't give me the result that I need because I
> faced the issue of selecting the Request ID of the view form.
>
> So I need a way to select the distinct values from "VOD_SEET_Invoices"
> through the table that reads from it, can I?
>
> Thanks in advance,
> Regards
>
>
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>

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Re: Remedy 8.1.01 Upgrade Issues

[pritch]

I had the same issue with the ITSM upgrade - never actually got to the SLM part 
of the upgrade - I used BPCU in both modes to clear up what it told me about - 
then during the ITSM upgrade it completed with warnings about missing forms / 
fields.  Tried to work with BMC support on it but never did solve the issue.  
Their response was to restore, then add in the forms and fields it said didn't 
exist and try the upgrade again.  I ended up installing a fresh server 
(including SLM, adding back in the forms and workflow that it deleted with the 
SLM install and then rebuilding our customizations and migrating the data.

- Original Message -
From: "Terry Bootsma" 
To: arslist@ARSLIST.ORG
Sent: Tuesday, June 24, 2014 2:04:38 PM
Subject: Re: Remedy 8.1.01 Upgrade Issues

Chris:

Make sure you use SLM 8.1.01 SP1 not SLM 8.1 GA when upgrading.  SLM 8.1 GA
deletes a bunch of ITSM objects. 

Terry

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chris Wilson
Sent: June-24-14 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Remedy 8.1.01 Upgrade Issues

All,

I have upgraded our Test environment from Remedy 7.6.04 SP4 to Remedy
8.1.01. The components upgraded were ARS, Atrium Core, ITSM and SLM. The
ITSM upgrade completed with warnings. There were 1221 invalid database
objects had to be cleaned up post-upgrade. We are using Oracle 11.2.04 for
our database. I have gone through the restore/upgrade process twice, the
second time using an ARS hotfix intended to resolve the invalid object
issue. In both instances, after applying SLM, we were no longer able to see
the landing console, or open new or existing incidents or changes. The
screens are blank. Midtier is version 8.1.01 SP1. Nothing obvious in the
midtier, tomcat or fiddler logs. Has anyone seen this issue?

Chris Wilson


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Re: [EXTERNAL] Clearing Browser Cache

[Stroud, Natalie K]

We've found that the browser cache has to be COMPLETELY cleared, and if you 
don't UNCHECK Preserve Favorites Website Data, you won't completely clear it, 
and the user may still have the problem.  So Lisa, what you report here is spot 
on with what we've found.

If you don't want to have to remember to UNCHECK Preserve Favorites Website 
Data, the other thing you can do is from your IE Internet Options General Tab, 
under Browsing History, click Settings, then View Files.  That will bring up 
your Temporary Internet Files folder.  We always have our users check that (or 
we remote in and check it for them), and we tell them that for there to be a 
valid chance of ITSM working after a break, that folder must be COMPLETELY 
empty.  You can do a Ctrl-A (for Select All) in that folder and then manually 
delete any remaining files.

If your users are like ours, they may complain about this, but hold firm and 
insist.  We've found that a complete cache (sometimes in conjunction with 
flushing the MT cache) clears our users' problems up way more often than not.

Cheers,

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Reporting Specialist
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Wednesday, June 25, 2014 9:21 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Clearing Browser Cache

**
I found a solution to a problem that I was having that took me 3 days to 
finally fix.

I updated a form in Remedy (AST:ComputerSystem), cleared the midtier cache and 
cleared my browser cache.

Sometimes this doesn't work and I still see the old data in my browser (IE 8), 
but most of the times it does.

I have some steps that I take that usually fixes the problem, but after three 
days and about a million clearing of caches and rebooting, I finally was able 
to fix the problem.

When deleting my Browser cache, I UNCHECKED the "Preserve Favorites Website 
Data"

How I knew that it was my PC and not the MidTier was because my coworker was 
able to see the changes on his PC.  I even had him log in as me and he was able 
to see the changes.

I've NEVER had to do this before (uncheck the 'Preserve Favorites Website 
Data').  But after:

Deleting Temp Internet Files, Cookies, Form Data and Passwords in IE
Deleting my account on User Preferences
Kicking off a Disk Cleanup on my PC
Clearing my SSL State in IE 8
Rebooting my PC
Syncing the Cache on Midtier
Flushing the Cache on the Midtier
Deleting my User Tool cache files (yes, I was willing to try anything)

So anyway, wanted to pass this along in case anyone else was struggling with 
this.

Lisa Kemes
Remedy Consultant
Dev Technology Group
DLA Office: (717) 770-6437
Cell Phone: (717) 602-9460
lisa.ke...@devtechnology.com


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Re: DMT data upload issue.

[Dinesh Kumar]

Hi Abhishek,

Are you running the job in server group environment. If yes please check 
arcarte.log and UDM:Config form, the job may be get transferred to one carte 
server to another carte server, From there it cannot access file where it got 
uploaded. Try to keep one entry in the UDM:Config form and run the job in that 
server. 

Thanks,
Dinesh kumar.

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Re: How to find information about deleted records

[Mueller, Doug]

Michael,

Well, I would not suspect spontaneous deletes to be going on.  If you are 
worried about that, you could put
in a filter that runs on Delete that sends a notice to you  -- and if you 
really don't expect/want them, even
goes as far as returning an error so the delete will fail.  Make sure you send 
who is doing the delete in the
notification so you can track back.

Other things that could be wrong.

I have not seen the notification workflow, could it be sending the wrong data 
or referencing the wrong field
or something similar?

Any chance the notification workflow is named with something ending in a `!?  
That would cause the workflow
to run "out of phase" so the notification of something would be sent BEFORE the 
actual create and commit of
the entry to the database so you could get notified of something that fails and 
is rolled back.  This is why we
have phasing as normally notifications go out only after commit to the DB.
NOTE: This is unlikely here as if this was happening, you would not have 
the entry ID yet because it is a
create.

Do you have archiving turned on for this form?  If so, could the qualification 
be wrong so that the record in
question is being archived and deleted before the user gets to it?

Do you have any kind of logic that does a chained delete - so that when you 
delete a record, it also deletes
all its children records and they their children and so on?  Could something be 
wrong somewhere with that
so that it finds this record in error (or the chaining is wrong) and removes 
something as something else
is being deleted?


I am just calling out other possibilities than someone has deleted the record.


Not really sure what has happened in your situation.

But, the short answer to your question.

If you don't have auditing on
If you don't have archiving on
If you don't have logging on (that covers the time of the record)
If you don't have some report that happened to report the record

There will be absolutely no record of a deleted entry.

Doug

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nau, Michael
Sent: Wednesday, June 25, 2014 8:01 AM
To: arslist@ARSLIST.ORG
Subject: AW: How to find information about deleted records

**
Thanks Joe.

I've done much of the customizing on our system myself together with a 
colleague, and I've supervised all customizing done by external consultants, so 
I'm 99,9% sure that there is no workflow that deletes anything. That is why I 
concluded that the record was deleted manually by someone with the Admin role.

Just to be sure, with a notification record on NTE:Notifier but no sign of the 
related incident, would you come to the same conclusion?


Regards,
Michael


Von: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] Im Auftrag von Joe D'Souza
Gesendet: Mittwoch, 25. Juni 2014 16:48
An: arslist@ARSLIST.ORG
Betreff: Re: How to find information about deleted records

**
Michael,

End users that do not have administrator privileges do not have the rights to 
delete incident or for that matter any AR System records / tickets UNLESS your 
developers have created workflow for them to do so, or have enabled the Delete 
menu option on that form.

You may want to check which server he/she received that from. It might not be 
from the production environment but possibly your development or maybe test or 
QA environments. This would explain why you can't find that same incident ID in 
the environment you are looking at. Did you check the actual NTE:Notifier form 
on the server that's missing the incident ticket?

If you are indeed looking at the right server, another thing to check for is 
any modification of workflow that creates entries into the NTE:Notifier form. 
Look for all workflow on the server that pushes into that form.

Another thing to check on is any custom workflow from some other form, that 
might be sending that notification, and somehow calculating the wrong incident 
ID in that workflow.

Cheers

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, June 25, 2014 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to find information about deleted records

**
Michael,
Unfortunately, unless you have auditing of some form turned onthe 
information you are looking for doesn't exist.

On Wed, Jun 25, 2014 at 7:43 AM, Nau, Michael 
mailto:m@ing-diba.de>> wrote:
**
Hi List,

one of our users has received an assignment notification via the Alerter (yes, 
there are still some people using it). The incident ID in the notification does 
not exist, I've checked in Remedy and queried the database. I also checked 
whether there has been some mixup between entry_id and incident_number. So all 
I have is a notification on NTE:Notifier, which leads me to think that the 
incident was dele

Clearing Browser Cache

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

I found a solution to a problem that I was having that took me 3 days to
finally fix.  

 

I updated a form in Remedy (AST:ComputerSystem), cleared the midtier
cache and cleared my browser cache.

 

Sometimes this doesn't work and I still see the old data in my browser
(IE 8), but most of the times it does.

 

I have some steps that I take that usually fixes the problem, but after
three days and about a million clearing of caches and rebooting, I
finally was able to fix the problem.  

 

When deleting my Browser cache, I UNCHECKED the "Preserve Favorites
Website Data"

 

How I knew that it was my PC and not the MidTier was because my coworker
was able to see the changes on his PC.  I even had him log in as me and
he was able to see the changes.

 

I've NEVER had to do this before (uncheck the 'Preserve Favorites
Website Data').  But after:

 

Deleting Temp Internet Files, Cookies, Form Data and Passwords in IE

Deleting my account on User Preferences

Kicking off a Disk Cleanup on my PC

Clearing my SSL State in IE 8

Rebooting my PC

Syncing the Cache on Midtier

Flushing the Cache on the Midtier

Deleting my User Tool cache files (yes, I was willing to try anything)

 

So anyway, wanted to pass this along in case anyone else was struggling
with this.

 

Lisa Kemes

Remedy Consultant

Dev Technology Group

DLA Office: (717) 770-6437

Cell Phone: (717) 602-9460

lisa.ke...@devtechnology.com

 

 


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Re: Issue with LDAP

[MalviyaSaurabh]

hi All,

Would really appreciate any help in this regards.

Regards,
Saurabh



--
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http://ars-action-request-system.1093659.n2.nabble.com/Issue-with-LDAP-tp7597202p7597221.html
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AW: How to find information about deleted records

[Nau, Michael]

Thanks Joe.

I've done much of the customizing on our system myself together with a 
colleague, and I've supervised all customizing done by external consultants, so 
I'm 99,9% sure that there is no workflow that deletes anything. That is why I 
concluded that the record was deleted manually by someone with the Admin role.

Just to be sure, with a notification record on NTE:Notifier but no sign of the 
related incident, would you come to the same conclusion?


Regards,
Michael


Von: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] Im Auftrag von Joe D'Souza
Gesendet: Mittwoch, 25. Juni 2014 16:48
An: arslist@ARSLIST.ORG
Betreff: Re: How to find information about deleted records

**
Michael,

End users that do not have administrator privileges do not have the rights to 
delete incident or for that matter any AR System records / tickets UNLESS your 
developers have created workflow for them to do so, or have enabled the Delete 
menu option on that form.

You may want to check which server he/she received that from. It might not be 
from the production environment but possibly your development or maybe test or 
QA environments. This would explain why you can't find that same incident ID in 
the environment you are looking at. Did you check the actual NTE:Notifier form 
on the server that's missing the incident ticket?

If you are indeed looking at the right server, another thing to check for is 
any modification of workflow that creates entries into the NTE:Notifier form. 
Look for all workflow on the server that pushes into that form.

Another thing to check on is any custom workflow from some other form, that 
might be sending that notification, and somehow calculating the wrong incident 
ID in that workflow.

Cheers

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, June 25, 2014 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to find information about deleted records

**
Michael,
Unfortunately, unless you have auditing of some form turned onthe 
information you are looking for doesn't exist.

On Wed, Jun 25, 2014 at 7:43 AM, Nau, Michael 
mailto:m@ing-diba.de>> wrote:
**
Hi List,

one of our users has received an assignment notification via the Alerter (yes, 
there are still some people using it). The incident ID in the notification does 
not exist, I've checked in Remedy and queried the database. I also checked 
whether there has been some mixup between entry_id and incident_number. So all 
I have is a notification on NTE:Notifier, which leads me to think that the 
incident was deleted. I've talked to everyone with the admin role, but no one 
has deleted any records lately. So, what else can I do to solve this? Which 
form, if any, holds information about record deletion?

Regards,
Michael
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Re: Change Java script to modify form in web- Security issue!!

[Mueller, Doug]

Folks,

I cannot be strong enough in repeating the statements that LJ has made.

Show/hide a field or active link workflow to check permissions IS NOT SECURITY. 
 It is screen fiddling.

Security is accomplished by PERMISSIONS.  If someone has permission to a field 
(read or write), they have
access to the data in that field.  Whether they see it on the screen directly 
or fiddle with javascript or write
an API program or use Web Service calls or whatever they do, they have been 
given permission to the field
so they can see/change the data in that field.  The application gave them 
permission to access the field.

If you do not want them to access the field and its data, set permission to NOT 
ALLOW them access.  That is
the only way you can enforce security.

So, the issue here is not a security issue.  It is really not something that 
should be a concern/issue at all.  You
have given them permission to the field.  If someone can edit and play with 
javascript, they can write a web
service call or code a small API program (even using .net or perl or something 
similar as there are API wrappers
for these environments).

Just something to keep in mind with any definitions you are working with where 
the data is sensitive.

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, June 25, 2014 7:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Java script to modify form in web- Security issue!!

**
Sahil,
This isn't a security issue.  If the user has permission to the field, they 
have permission.  Your workflow to hide the field is just a UI tool to make the 
interface look the way you want, 'hide' is not a security feature.

So, while you may not want them to modify the Java Script, they certainly have 
the ability...so if you need to manage this as a security issue, you need to 
modify the permissions on the field and only allow the users that should have 
access, or build filters to prevent certain situations from occurring.

On Wed, Jun 25, 2014 at 8:34 AM, Sahil 
mailto:pathania.sa...@gmail.com>> wrote:
**
Hello Friends,

We have fields on the form which are visible and hidden. Now some fields are 
set to visible and hidden by active link workflow and few are visible based on 
the user permission.

Now if user open the form in web browser, then he can change the java script 
and make the field visible from hidden and submit or query the form?

How can we stop this from happening, so that user cannot modify the java script 
from browser.

When you open the form in web, pres ALT+ CTRL+ i then right click on the java 
script below and select edit as HTML.


Thanks a lot

sahil

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Re: How to find information about deleted records

[Joe D'Souza]

Michael,

 

End users that do not have administrator privileges do not have the rights
to delete incident or for that matter any AR System records / tickets UNLESS
your developers have created workflow for them to do so, or have enabled the
Delete menu option on that form.

 

You may want to check which server he/she received that from. It might not
be from the production environment but possibly your development or maybe
test or QA environments. This would explain why you can't find that same
incident ID in the environment you are looking at. Did you check the actual
NTE:Notifier form on the server that's missing the incident ticket?

 

If you are indeed looking at the right server, another thing to check for is
any modification of workflow that creates entries into the NTE:Notifier
form. Look for all workflow on the server that pushes into that form.

 

Another thing to check on is any custom workflow from some other form, that
might be sending that notification, and somehow calculating the wrong
incident ID in that workflow.

 

Cheers

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, June 25, 2014 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to find information about deleted records

 

** 

Michael,

Unfortunately, unless you have auditing of some form turned onthe
information you are looking for doesn't exist.

 

On Wed, Jun 25, 2014 at 7:43 AM, Nau, Michael  wrote:

** 

Hi List,

 

one of our users has received an assignment notification via the Alerter
(yes, there are still some people using it). The incident ID in the
notification does not exist, I've checked in Remedy and queried the
database. I also checked whether there has been some mixup between entry_id
and incident_number. So all I have is a notification on NTE:Notifier, which
leads me to think that the incident was deleted. I've talked to everyone
with the admin role, but no one has deleted any records lately. So, what
else can I do to solve this? Which form, if any, holds information about
record deletion?

 

Regards,

Michael


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Re: Change Java script to modify form in web- Security issue!!

[LJ LongWing]

Sahil,
This isn't a security issue.  If the user has permission to the field, they
have permission.  Your workflow to hide the field is just a UI tool to make
the interface look the way you want, 'hide' is not a security feature.

So, while you may not want them to modify the Java Script, they certainly
have the ability...so if you need to manage this as a security issue, you
need to modify the permissions on the field and only allow the users that
should have access, or build filters to prevent certain situations from
occurring.


On Wed, Jun 25, 2014 at 8:34 AM, Sahil  wrote:

> **
> Hello Friends,
>
> We have fields on the form which are visible and hidden. Now some fields
> are set to visible and hidden by active link workflow and few are visible
> based on the user permission.
>
> Now if user open the form in web browser, then he can change the java
> script and make the field visible from hidden and submit or query the form?
>
> How can we stop this from happening, so that user cannot modify the java
> script from browser.
>
> When you open the form in web, pres ALT+ CTRL+ i then right click on the
> java script below and select edit as HTML.
>
>
> Thanks a lot
>
> sahil
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: ARERR[9280] - Report Console producing the issue

[Sahil]

Hello,

Login to dev studio, go to windows> preferences, and set the mid tier path
there and try again

regards
sahil


On Wed, Jun 25, 2014 at 4:21 PM, ersureshbe  wrote:

> Hi Team,
>
> I am facing below error. When i clicked the Report Icon from Report
> Console.
>
> ARERR[9280] A failure occurred because the name of the server @ is not in
> the list of valid mid tier servers.
>
> Checked the Mid tier configuration tool. Preference server name is "Load
> Balancer" name.
>
> Can you please advise to fix this issue?
>
> Regards,
>
> Suresh Loganathan.
>
>
>
> --
> View this message in context:
> http://ars-action-request-system.1093659.n2.nabble.com/ARERR-9280-Report-Console-producing-the-issue-tp7597214.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
>
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Change Java script to modify form in web- Security issue!!

[Sahil]

Hello Friends,

We have fields on the form which are visible and hidden. Now some fields
are set to visible and hidden by active link workflow and few are visible
based on the user permission.

Now if user open the form in web browser, then he can change the java
script and make the field visible from hidden and submit or query the form?

How can we stop this from happening, so that user cannot modify the java
script from browser.

When you open the form in web, pres ALT+ CTRL+ i then right click on the
java script below and select edit as HTML.


Thanks a lot

sahil

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Re: ARERR[9280] - Report Console producing the issue

[Brukeste G]

Check the path in admin console

> On Jun 25, 2014, at 7:21 AM, ersureshbe  wrote:
> 
> Hi Team,
> 
> I am facing below error. When i clicked the Report Icon from Report Console. 
> 
> ARERR[9280] A failure occurred because the name of the server @ is not in
> the list of valid mid tier servers.
> 
> Checked the Mid tier configuration tool. Preference server name is "Load
> Balancer" name.
> 
> Can you please advise to fix this issue?
> 
> Regards,
> 
> Suresh Loganathan.
> 
> 
> 
> --
> View this message in context: 
> http://ars-action-request-system.1093659.n2.nabble.com/ARERR-9280-Report-Console-producing-the-issue-tp7597214.html
> Sent from the ARS (Action Request System) mailing list archive at Nabble.com.
> 
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ARERR[9280] - Report Console producing the issue

[ersureshbe]

Hi Team,

I am facing below error. When i clicked the Report Icon from Report Console. 

ARERR[9280] A failure occurred because the name of the server @ is not in
the list of valid mid tier servers.

Checked the Mid tier configuration tool. Preference server name is "Load
Balancer" name.

Can you please advise to fix this issue?

Regards,

Suresh Loganathan.



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Re: How to find information about deleted records

[Roger Justice]

You may find it in the Database log files.



-Original Message-
From: LJ LongWing 
To: arslist 
Sent: Wed, Jun 25, 2014 9:54 am
Subject: Re: How to find information about deleted records


** 
Michael,
Unfortunately, unless you have auditing of some form turned onthe 
information you are looking for doesn't exist.




On Wed, Jun 25, 2014 at 7:43 AM, Nau, Michael  wrote:

** 

Hi List,
 
one of our users has received an assignment notification via the Alerter (yes, 
there are still some people using it). The incident ID in the notification does 
not exist, I’ve checked in Remedy and queried the database. I also checked 
whether there has been some mixup between entry_id and incident_number. So all 
I have is a notification on NTE:Notifier, which leads me to think that the 
incident was deleted. I’ve talked to everyone with the admin role, but no one 
has deleted any records lately. So, what else can I do to solve this? Which 
form, if any, holds information about record deletion?
 
Regards,
Michael 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 
** 
ING-DiBa AG, Frankfurt am Main. Registernummer HRB 7727, Handelsregister
Amtsgericht Frankfurt am Main. Vorstand: Roland Boekhout (Vorsitzender), 
Herbert Willius (stellv. Vorsitzender), Bernd Geilen, Katharina Herrmann, 
Martin Krebs, Remco Nieland.
Aufsichtsrat: Ben Tellings (Vorsitzender)
Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte
Informationen. Wenn Sie nicht der richtige Adressat sind oder diese
E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den
Absender und vernichten Sie diese Mail.
Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist
nicht gestattet.
This e-mail may contain confidential and/or privileged information. If
you are not the intended recipient (or have received this e-mail in
error) please notify the sender immediately and destroy this e-mail. Any
unauthorized copying, disclosure or distribution of the material in this
e-mail is strictly forbidden.
_ARSlist: "Where the Answers Are" and have been for 20 years_



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

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Re: How to find information about deleted records

[LJ LongWing]

Michael,
Unfortunately, unless you have auditing of some form turned onthe
information you are looking for doesn't exist.


On Wed, Jun 25, 2014 at 7:43 AM, Nau, Michael  wrote:

> **
>
> Hi List,
>
>
>
> one of our users has received an assignment notification via the Alerter
> (yes, there are still some people using it). The incident ID in the
> notification does not exist, I’ve checked in Remedy and queried the
> database. I also checked whether there has been some mixup between entry_id
> and incident_number. So all I have is a notification on NTE:Notifier, which
> leads me to think that the incident was deleted. I’ve talked to everyone
> with the admin role, but no one has deleted any records lately. So, what
> else can I do to solve this? Which form, if any, holds information about
> record deletion?
>
>
>
> Regards,
>
> Michael
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
> **
>
> ING-DiBa AG, Frankfurt am Main. Registernummer HRB 7727, Handelsregister
> Amtsgericht Frankfurt am Main. Vorstand: Roland Boekhout (Vorsitzender),
> Herbert Willius (stellv. Vorsitzender), Bernd Geilen, Katharina Herrmann,
> Martin Krebs, Remco Nieland.
> Aufsichtsrat: Ben Tellings (Vorsitzender)
>
> Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte
> Informationen. Wenn Sie nicht der richtige Adressat sind oder diese
> E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den
> Absender und vernichten Sie diese Mail.
> Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist
> nicht gestattet.
>
> This e-mail may contain confidential and/or privileged information. If
> you are not the intended recipient (or have received this e-mail in
> error) please notify the sender immediately and destroy this e-mail. Any
> unauthorized copying, disclosure or distribution of the material in this
> e-mail is strictly forbidden.
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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How to find information about deleted records

[Nau, Michael]

Hi List,

one of our users has received an assignment notification via the Alerter (yes, 
there are still some people using it). The incident ID in the notification does 
not exist, I've checked in Remedy and queried the database. I also checked 
whether there has been some mixup between entry_id and incident_number. So all 
I have is a notification on NTE:Notifier, which leads me to think that the 
incident was deleted. I've talked to everyone with the admin role, but no one 
has deleted any records lately. So, what else can I do to solve this? Which 
form, if any, holds information about record deletion?

Regards,
Michael

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ING-DiBa AG, Frankfurt am Main. Registernummer HRB 7727, Handelsregister
Amtsgericht Frankfurt am Main. Vorstand: Roland Boekhout (Vorsitzender),
Herbert Willius (stellv. Vorsitzender), Bernd Geilen, Katharina Herrmann, 
Martin Krebs, Remco Nieland.
Aufsichtsrat: Ben Tellings (Vorsitzender)

Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte
Informationen. Wenn Sie nicht der richtige Adressat sind oder diese
E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den
Absender und vernichten Sie diese Mail.
Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist
nicht gestattet.

This e-mail may contain confidential and/or privileged information. If
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error) please notify the sender immediately and destroy this e-mail. Any
unauthorized copying, disclosure or distribution of the material in this
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Re: Setting up sequential approvals within ITSM

[kunal das]

Hello Thomas,

Yes you are correct this can be done and works neatly. There are 5 approval
process that comes with installation and it highly recommended not to
create more approval process with Global. As they are always seen as
reference.

You can create more approval process with a new name with specific
conditions like for a Normal, Latent, Expedite so on..

Also if you wish you make a all new life cycle vs the OOB life cycle of
change you can create that separately and attach the same to a template to
use.

You can refer this Pulse edition for more details:

https://communities.bmc.com/community/bmcdn/bmc_it_service_support/change_process_management/blog/2014/01/27/the-pulse-bmc-remedy-change-management-custom-process-flow


Hope this helps.

Regards, Kunal


On Tue, Jun 24, 2014 at 8:52 PM, Anders, Thomas 
wrote:

> **
>
> Thanks,
>
>
>
> Just another quick question:
>
> ITSM Administration guide states that I can only have one phase active for
> a company.
>
> So if I want to create separate approval processes for one company, but
> e.g. different topics, can I then start naming my phases “Topic 1 Review”
> and “Topic 2 Review” to get the desired outcome?
>
>
>
>
>
> thanks & br
>
> thomas
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@arslist.org] *On Behalf Of *Tauf Chowdhury
> *Sent:* Tuesday, June 24, 2014 3:31 PM
>
> *To:* arslist@arslist.org
> *Subject:* Re: Setting up sequential approvals within ITSM
>
>
>
> **
>
> If you just need different mappings and are OK with the out of box flow,
> then it's pretty simple because you just have to add/modify approval
> mappings for groups and individuals. However, the change approval process
> as a whole is a sum of many different parts which means that configuring
> each part will need a separate form for you to go in and modify... hence
> the complexity.
>
>
>
> On Tue, Jun 24, 2014 at 9:23 AM, Anders, Thomas 
> wrote:
>
> **
>
> Kunal and Tauf,
>
> Thank you for your input. I check this one out to see if it fits the
> process flow I got, but it looks promising J. I assume I can also apply
> this to different groups within the system, not just for individuals.
>
> A bit besides that: Depending on the complexity this could reach, isn’t
> there a more intuitive way to setup process and approval flows? Or is it
> just my newbie view on the module that makes it look rather complicated?
>
>
>
> thanks & br
>
> thomas
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@arslist.org] *On Behalf Of *kunal das
> *Sent:* Tuesday, June 24, 2014 1:32 PM
> *To:* arslist@arslist.org
> *Subject:* Re: Setting up sequential approvals within ITSM
>
>
>
> **
>
> Hello Thomas,
>
>
>
> The requirement you have is basically known as Level based approval system.
>
>
>
> Steps:
>
>
>
> 1. Go to Application Admin Console > Custom Configuration > Change
> Management > Approval > Approval Mappings
>
>
>
> 2. Open the form in new mode
>
> 3. Select the Approval Indicator* = Change
>
> 4. Phase Name = Say for example "Review"
>
> 5. Add the First and Last name of the Manager A and select the Level* = 0
>
> 6. Save
>
> 7. Follow the same steps till 5 as above for Manager B and select the
> Level* = 1
>
> 8. Follow the same steps till 5 as above for Manager C and select the
> Level* = 2
>
>
>
> Expected Result: When the CRQ reaches the Review phase, Manager A as
> approval will trigger. Once approved, then Manager B and then C..
>
>
>
> Hope this helps.
>
>
>
> Regards, Kunal
>
>
>
> Looking for that extra advantage?
>
>
>
> Then take the time to visit
> https://communities.bmc.com/communities/community/bmcdn/bmc_it_service_support
> where you can meet your peers on the BMC communities, share opportunities &
> challenges and realize more value from BMC Remedy products.
>
>
>
> BMC Remedy Service Support Communities include : Remedy Service Desk
> (Incident & Problem Management), Asset Management, Change & Release
> Management, Knowledge Management, Service Request Management, Process
> Designer, and IT Business Management.
>
>
>
>
>
> On Tue, Jun 24, 2014 at 2:00 PM, Anders, Thomas 
> wrote:
>
> **
>
> Hello list,
>
>
>
> Is there an easy way to configure sequential approvers for a change within
> ITSM 7.6.03 Change Management?
>
> Example: Manager A approves à Manager B approves à Manager X approves à
> Change can go forward.
>
>
>
> I am currently overwhelmed by all the little triggers, buttons and options
> the system provides here, any tipps on where to configure this?
>
>
>
> Thanks,
>
> Thomas
>
>
>
>
>
> _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_
>
>
>
>
>
> --
> *Tauf Chowdhury*
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>

_

Re: Issue with LDAP

[MalviyaSaurabh]

Yes i did restart the services.

Regards,
Saurabh



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Re: Issue with LDAP

[MalviyaSaurabh]

Thanks Mark for your response.

Yes i did create a test vendor form with the new vendor name and table name
(i had to manually key in the details as it was not coming as part of the
drop down).

When I tried opening this test form i am getting the error as shown below:
390695> /* Fri Jun 20 2014 07:08:19.2693 */ 
Invalid credentials (LDAPERR 49)80090308: LdapErr: DSID-0C0903C5, comment:
AcceptSecurityContext error, data 52e, v2580

The above error refers to invalid username/password. While modifying ARDBC
config from user tool, I gave the un-encypted password (which probably got
auto-encrypted and I could see the encrypted password in ar.conf). Is this
the correct way of modifying ARDBC config or should i provide the
un-encypted in ar.conf.

I would like to know even after modifying the ARDBC configuration with the
new LDAP server details, why I am seeing the old LDAP server name in
arplugin.log

Any pointers would surely help.

Regards,
Saurabh



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Re: Issue with LDAP

[Karthik]

did you restart ARS after making the updates?


On 25 June 2014 12:52, Walters, Mark  wrote:

> If it's ARDBC related check the Vendor Information tab under Form
> Properties in the Admin tool for the vendor form.  The LDAP connect string
> is in there and needs to be changed.
>
> Mark
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of MalviyaSaurabh
> Sent: 25 June 2014 08:16
> To: arslist@ARSLIST.ORG
> Subject: Issue with LDAP
>
> Hi All,
>
> My environment is or ARS 7.1 on Solaris with DB on Sybase.
> Currently our system is using both AREA LAP (for authenticating users) and
> ARDBC LDAP (for fetching user details).
> Our LDAP host is soon to be decommissioned and replaced with a new one.
> I have modified ARDBC Configuration form and AREA Configuration form with
> the new server details, but still when I see in the plugin logs it shows
> older host name. I have checked ar.conf file and verified it points to the
> new LDAP.
>
> Can someone tell me where else I have to modify existing LDAP server name
> with the new one.
>
> Regards,
> Saurabh
>
>
>
> --
> View this message in context:
> http://ars-action-request-system.1.n7.nabble.com/Issue-with-LDAP-tp117574.html
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> Nabble.com.
>
>
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Re: Issue with LDAP

[Walters, Mark]

If it's ARDBC related check the Vendor Information tab under Form Properties in 
the Admin tool for the vendor form.  The LDAP connect string is in there and 
needs to be changed.

Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of MalviyaSaurabh
Sent: 25 June 2014 08:16
To: arslist@ARSLIST.ORG
Subject: Issue with LDAP

Hi All,
 
My environment is or ARS 7.1 on Solaris with DB on Sybase.
Currently our system is using both AREA LAP (for authenticating users) and 
ARDBC LDAP (for fetching user details).
Our LDAP host is soon to be decommissioned and replaced with a new one.
I have modified ARDBC Configuration form and AREA Configuration form with the 
new server details, but still when I see in the plugin logs it shows older host 
name. I have checked ar.conf file and verified it points to the new LDAP.
 
Can someone tell me where else I have to modify existing LDAP server name with 
the new one.
 
Regards,
Saurabh



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Issue with LDAP

[MalviyaSaurabh]

Hi All,
 
My environment is or ARS 7.1 on Solaris with DB on Sybase.
Currently our system is using both AREA LAP (for authenticating users) and
ARDBC LDAP (for fetching user details).
Our LDAP host is soon to be decommissioned and replaced with a new one.
I have modified ARDBC Configuration form and AREA Configuration form with
the new server details, but still when I see in the plugin logs it shows
older host name. I have checked ar.conf file and verified it points to the
new LDAP.
 
Can someone tell me where else I have to modify existing LDAP server name
with the new one.
 
Regards,
Saurabh



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