Re: CAI Event Records

[Mayuresh Wagh]

Hi,

There are many known issues around this Plugin. I think putting latest
binary of this plugin should help resolving known issues. Then we need to
monitor this form & see if records are getting piled up.

Regards,
Mayuresh

On Wed, Sep 10, 2014 at 1:47 AM, BradRemedy  wrote:

> **
> Hi All
>
> We are busy with our upgrade plans to version 8.x however we are having a
> problem on our current live environment which is running 7.5 patch 003 (yes
> I know it is old however it has been sort of stable up to now).
>
> We had a problem where the arplugin.exe process kept failing on our live
> server. After some investigation we found that a entry in the CAI:Events
> form may have been causing the issue. Once we removed the record the
> arplugin.exe process started fine.
>
> In the CAI Events form I had over 25 000 records - which doesn't seem
> right. Some went as far back as 2010.
> I backed up the records and then proceeded to delete all the records from
> 2010 to 2014. So far everything has been stable - however I am wondering if
> I should remove all the 2014 records as well ?
>
> Some of them are in a "New" status, some in "In Progress". All requests
> are logging through fine to the back end form which is why we have never
> really worried about this form in the past.
>
> Is it ok if I clear out this form as well as the CAI:EventParams form?
>
> Any advice or assistance would be appreciated.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Refresh search results list programmatically

[LJ LongWing]

PERFORM-ACTION-TABLE-REFRESH 1020

field 1020 is the reserved id for results list...it doesn't matter if you
have a field with that ID on the form, it'll cause a refresh on the results
list.

On Tue, Sep 9, 2014 at 2:26 PM, Ray Gellenbeck 
wrote:

> We all know how to refresh a table field on a form via an Active Link.
>
> But what about refreshing a *search results list* on a regular form via an
> active link as if the user had hit the "refresh" button in the results list?
>
>
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Refresh search results list programmatically

[Ray Gellenbeck]

We all know how to refresh a table field on a form via an Active Link.

But what about refreshing a *search results list* on a regular form via an 
active link as if the user had hit the "refresh" button in the results list?

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CAI Event Records

[BradRemedy]

Hi All

We are busy with our upgrade plans to version 8.x however we are having a
problem on our current live environment which is running 7.5 patch 003 (yes
I know it is old however it has been sort of stable up to now).

We had a problem where the arplugin.exe process kept failing on our live
server. After some investigation we found that a entry in the CAI:Events
form may have been causing the issue. Once we removed the record the
arplugin.exe process started fine.

In the CAI Events form I had over 25 000 records - which doesn't seem
right. Some went as far back as 2010.
I backed up the records and then proceeded to delete all the records from
2010 to 2014. So far everything has been stable - however I am wondering if
I should remove all the 2014 records as well ?

Some of them are in a "New" status, some in "In Progress". All requests are
logging through fine to the back end form which is why we have never really
worried about this form in the past.

Is it ok if I clear out this form as well as the CAI:EventParams form?

Any advice or assistance would be appreciated.

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Re: Panel Holder panels expanding too much

[Ray Gellenbeck]

BMC confirmed it's a bug after reproducing on their test servers.

"Investigating"

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RESOLVED: Peculiar sort order of character menus returning *LARGE* number of menu items..

[Joe D'Souza]

As it turned out, it is a configuration parameter that needs to be set in
the ar.conf file. Seems it's a new parameter that was introduced
specifically to fix that known bug.  According to BMC Support, that
parameter was introduced in SP5 of AR Server 7.6.04.

 

Max-Entries-Per-Search-Menu: 0

 

to set it to unlimited. May have performance impact in some areas, but we'll
see how it goes. Right now after introducing it and restarting the AR Server
things look like they sort out ok in one chunk instead of multiple chunks..

 

Cheers

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Monday, September 08, 2014 2:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Peculiar sort order of character menus returning *LARGE* number
of menu items..

 

** 

Joe, I had a similar problem a few years back with sorting values in some
ITSM fields.  Have you checked the Database search order (deep in the bowels
of ITSM config)?  It needs to be set consistently, especially with Oracle.




Rick Cook

 

On Mon, Sep 8, 2014 at 11:29 AM, Joe D'Souza  wrote:

** 

We are on ARS / ITSM 7.6.04 SP5 all round on Linux using Oracle 11.x as a
backend DB. I am working on a system, which when deployed will have a fairly
large set of Companies (2500 or there about and growing). One of my
co-developer (Mark Brittain - member of this forum), picked up on a peculiar
problem.

 

The sort order of the companies is as expected starting from 0 to 9,
followed by A to Z, followed by a to z. At first look it looked normal until
Mark scrolled right down. The list restarted its sort order at some point
(which from the numbers we are dealing with, we assume must be at 1000.

 

This is happening only on the Mid-Tier, as the user tool displays it
correctly - only difference being that the menus appears as a list on the
thick client as that is the client setting for large menus. My believe is
that the Mid-Tier is chunking the results into chunks of 1000 and arranging
each chunk into its own sort order.

 

There is no customization on the menu nor the Company field on the
COM:Company form. The menu displays this peculiar behavior on every place
that the Company menu is used in ITSM.

 

Has anyone else faced this and have resolved it?

 

We believe there must be some backend setting either in the CSS or one of
the Mid-Tier jar files that could correct this issue.

 

I'll be raising a ticket with BMC Support shortly - but thought I would run
this by you people to see if anyone else has faced this issue, and how
you'll have dealt with it.

 

Joe

 

PS: I have toyed with the idea of leveraging the Tiered menu approach to
reduce the number of items on each menu, but that solution will require user
acceptance as users are used to the menus as is now. SO as of now,
leveraging that tiered menu option is not an option.

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

 

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Re: BMC:Engage is only 5 weeks away!

[Sanford, Claire]

For anyone that is going and paying their own way, there is a Groupon deal for 
a hotel that is 4.2 miles away!

Wyndham Lake Buena Vista 
Resort<http://www.groupon.com/deals/ga-bk-wyndham-lake-buena-vista-resort-6?p=13&utm_source=channel_getaways-deals&utm_medium=email&sid=22fcd67e-14b9-4971-8090-ee906d42a77e&division=houston&user=61cd6cad99f2d521ec38ddb0388b298ef0d56cc765a82eee9b5e311e4c38a08a&date=20140909&s=body&c=link&d=getaways_deal&utm_campaign=22fcd67e-14b9-4971-8090-ee906d42a77e#check_in=2014-10-12&check_out=2014-10-19>

Lots less expensive!


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel
Sent: Tuesday, September 09, 2014 8:52 AM
To: arslist@ARSLIST.ORG
Subject: BMC:Engage is only 5 weeks away!

**
It always amazes me how these things sneak up. Now is the time to decide to go.

I have seen less chatter about the conference than the past five years, yet to 
me there are reasons to be excited:

BMC has decided to be mainstream again and run a conference
They noticed what they had initially scheduled wrong and greatly increased the 
Remedy content
[yes, it will never be enough for us this year since the past 5 years there 
were 4 days of pure Remedy, and when didn't the arslist complain about there 
not being enough technical sessions? Bet I can find that discussion in 1998]
If we all show up we can encourage them to do more next year, and more 
importantly, we can take things in the direction we want even at this conference

As much as I got a kick being the chair for the last 5 years, I am looking 
forward to being an attendee again. You wouldn't believe how much work actually 
goes into one.
[Of course there is still a WWRUG15IN event in the works, possibly a WWRUGXXAP 
but nothing for North America in terms of an annual conference, that is now 
BMC].

For me it has always been worth going just for the Evening with Engineering, 
the updates and meeting with fellow attendees, 3rd party vendors and of course 
BMC\Remedy folks.
The sessions help fill the time in between, and some are worth the trip all on 
their own, just takes one great topic\presentation to solve an issue or inspire 
a new direction.

Of course if in the end it is a repeat of 2007 UserWorld, there could be a 
WWRUG15 .

Dan
JAA: Just Another Attendee

Disclaimer: These are my opinions. Not my employer Unisys, a major sponsor of 
the event
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Mid Tier URL from published web report forces a login each time

[Schryver, Curt]

We are having the same exact situation except in a 7.6.04 environment.  Would 
love to hear what everyone thinks about this.

Curt A. Schryver
Action Request System Administrator
TE Connectivity
717-810-2109 tel
717-810-2124 fax
cschry...@te.com
100 AMP Drive
MS 161-043
Harrisburg, PA 17105

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Friday, September 05, 2014 8:40 AM
To: arslist@ARSLIST.ORG
Subject: Mid Tier URL from published web report forces a login each time

**
Hello Listers,
ARS 8.1.00
Mid Tier 8.1
I have a published, scheduled report that runs daily for a few individuals. The 
report is sent as an Excel document.
The first column of the spreadsheet shows as a hyperlink to the form and record 
in question.
The first time accessed requires a login to the ARSystem which is expected 
since we have no Atrium server for SSO.
But also each subsequent click on a link opens a new tab of the IE window and 
pops to the login screen.

In regular email notifications opening a second or third record just uses the 
same sessionID and does not ask for a login.

Is there anything that I can do at the ARServer do get the connection from the 
report file to open the same way after an initial login?

Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me



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Re: Panel Holder panels expanding too much

[Ray Gellenbeck]

Thanks for the post, Greg.

Yes, I tested that before posting and re-confirmed the bug remains with the 
"generic" example.  Here's the funniest part, when putting 3 panels in the 
panel holder,  the first 2 have a initial and max size of 200 and the 3rd has 
initial of 200 but max of 1800...it STILL expanded the second panel and put the 
3rd panel at the bottom.

Just for giggles, I made another test with 3 panels that all were sized such 
that they maxed the holder size.  The holder was 630, each panel was 210 
initial and max.

Worked fine as expected, all 3 panels were normal.

Then I changed panel 2 to hidden.  

Bug displays again in that panel 1 expanded down to cover the space left by 
hiding panel 2 and meet panel 3, which was also normal

then I expanded the holder to 1800 and saved/re-cached.

panels 1 and 3 were as-spec'ed, panel 2 expanded past its definition to fill 
the empty holder space.

This is clearly a bug.

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Re: Escalation qualification : DSO

[Blairing]

Hi...

Thought I would throw a similar idea into the mix: use a control table to hold 
one of the parameters in the query.

You have form A with millions of rows (that's a lac, right?), and you want to 
archive the oldest of these. In another table, form B, create one row with a 
date field. Initially set that date to be the very oldest record's submit date. 
 Join this form to your form A so that you can see the date field in form B and 
the submit date and request ID of form A. Call this form C.

Create one escalation which runs against form C every 30 minutes and looks for 
records older than the date field. If there are any records, perform the DSO 
operation on the form A record. If there are NO records, use an else action in 
the escalation to add some number of seconds - say 14400 for 4 hours worth - to 
the date field in form B.  

Make sure you add some limit to the else action so that you don't start 
archiving more recent records that you want - 2009 or 2010 or whatever.  You 
could also make a max date field in form B and use that as a limit.

But when this is set up, the escalation runs every 30 minutes and DSO's at most 
4 hours worth of tickets, then basically does nothing for about an hour except 
to change the criteria for the next run. Overall load on the system is modest 
because of the chunking, and the escalation gets out of the way to allow other 
processes to run.

All of the other suggestions are quite useful - a separate escalation pool, 
more escalation threads, time restrictions on when the escalation runs, using 
indexed criteria, etc. You could also run the escalation more or less often, 
change the added seconds and so forth to get the balance right.

Hope this helps...


Doug (no, the other, other Doug)

--
Doug Blair
+1 224-558-5462

Sent from my iPad Air
Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed 
to Steve Jobs :-)

> On Sep 9, 2014, at 8:54 AM, Ken Pritchard  wrote:
> 
> I have what I call a diagnostic form where I create a record for the form /
> query I want to check the number of records on.  An escalation runs
> periodically to do the query needed and then I move the $LASTCOUNT$ keyword
> into a field on that form.  The count can then be emailed or acted on by
> filters if it's over a threshold (another field on the diagnostic form).
> 
> Just my way of doing it without needing additional software.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
> Sent: Tuesday, September 9, 2014 8:28 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Escalation qualification : DSO
> 
> I'm not sure what sort of problem you are having at the DB level, but have
> you tried putting this escalation into its own escalation pool?
> 
> I'd give that a try and change it to run every 24 hours instead of every 30
> minutes. 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of MalviyaSaurabh
> Sent: Tuesday, September 09, 2014 12:49 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Escalation qualification : DSO
> 
> Thanks for all your reply.
> One more clarification which I am seeking out is that my escalation runs on
> every 30 mins, and I can see records coming into the DSO pending queue in
> the DSO Pending form, I would want to know from where i can get to how many
> records are qualified in each execution of this escalation. From my manual
> analysis of Pending form, after an execution the number of records in DSO
> Pending form reaches a maximum and then the records goes down to zero as it
> gets services by DSO.
> 
> Also if I have to get the same functionality via rrrchive tool (i.e.
> automate restricted qualification to new 500 records in ( 'Ticket Closed
> Date' <= "2/28/2009 11:59:59 PM") AND ( 'Status' = "Closed") AND ( 'Ticket
> Closed Date' >= "1/1/2009 12:00:00 AM") qualification) what parameter I
> would be using.
> 
> 
> qual= ( 'Ticket Closed Date' <= "2/28/2009 11:59:59 PM") AND (
> 'Status' = "Closed") AND ( 'Ticket Closed Date' >= "1/1/2009 12:00:00 AM")
> transfertype= MOVE
> 
> Will using below help in my case or do I have to chose any other parameter.
> Please help.
> multientrychunksize = 500
> 
> 
> Regards,
> Saurabh
> 
> 
> 
> 
> 
> --
> View this message in context:
> http://ars-action-request-system.1.n7.nabble.com/Escalation-qualification-DS
> O-tp118847p118864.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
> 
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> Checked by AVG - www.avg.com
> Version: 2014.0.4765 / Virus Database: 4015/8175 - Release Date: 09/08/14
> 
> __

Re: Panel Holder panels expanding too much

[Givens, Gregory CTR NPC, Pers 54]

Ray
Add a panel to your holder to act as a footer
Set the initial size to 25 and max to 1800
Header State - Hidden
Panel State - Expanded
This will push all your collapsed panels up.
You may need to increase your Panel Holder height to 2025 in order to 
accommodate the footer height and avoid the scroll bar from appearing if all 10 
of your panels are expanded.


Gregory Givens CTR


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck
Sent: Monday, September 08, 2014 8:24 PM
To: arslist@ARSLIST.ORG
Subject: Panel Holder panels expanding too much

Basics:
ARS 8.1 

1.  Make a regular form with all public permissions

2.  Add a Panel Holder to the form, splitter or collapsible and give it a 
height of 2000, 250 width, vertical orientation

(I use splitter but this happens with collapsible as well, tried that as a 
workaround.)

3.  Add 2 or more panels into the panel holder.

4.  Give each panel a minimum size of 25, initial size of 200, maximum size of 
200 ***this is the focus of this perceived bug writeup***

5.  Save the form and clear the cache on the web server

6.  Open the form and notice that the first panel expands WA past the 
defined size of 200 and takes up all the available space of the panel holder 
down to the second panel, which is regular/defined size.

In other words, the bug appears to be that the first panel is expanded to take 
up the entire height of the panel holder field.

It's not a functionality killer, but it is a BIG source of 
distraction/complaint by testers..."whoa, why is this section so huge?"

Good question.  I told the tool set to keep them small but it seems BMC has 
other ideas.  I wasted a half hour or so editing all the properties and 
permissions of the actual form and then set up a test form with generic objects 
and confirmed the behavior there as well.

How many MONTHS is Galileo release overdue now?

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smime.p7s
Description: S/MIME cryptographic signature

BMC:Engage is only 5 weeks away!

[Daniel]

It always amazes me how these things sneak up. Now is the time to decide to
go.

 

I have seen less chatter about the conference than the past five years, yet
to me there are reasons to be excited:

 

BMC has decided to be mainstream again and run a conference

They noticed what they had initially scheduled wrong and greatly increased
the Remedy content

[yes, it will never be enough for us this year since the past 5 years there
were 4 days of pure Remedy, and when didn't the arslist complain about there
not being enough technical sessions? Bet I can find that discussion in 1998]

If we all show up we can encourage them to do more next year, and more
importantly, we can take things in the direction we want even at this
conference

 

As much as I got a kick being the chair for the last 5 years, I am looking
forward to being an attendee again. You wouldn't believe how much work
actually goes into one.

[Of course there is still a WWRUG15IN event in the works, possibly a
WWRUGXXAP but nothing for North America in terms of an annual conference,
that is now BMC].

 

For me it has always been worth going just for the Evening with Engineering,
the updates and meeting with fellow attendees, 3rd party vendors and of
course BMC\Remedy folks.

The sessions help fill the time in between, and some are worth the trip all
on their own, just takes one great topic\presentation to solve an issue or
inspire a new direction.

 

Of course if in the end it is a repeat of 2007 UserWorld, there could be a
WWRUG15 ...

 

Dan

JAA: Just Another Attendee

 

Disclaimer: These are my opinions. Not my employer Unisys, a major sponsor
of the event


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Re: Escalation qualification : DSO

[Ken Pritchard]

I have what I call a diagnostic form where I create a record for the form /
query I want to check the number of records on.  An escalation runs
periodically to do the query needed and then I move the $LASTCOUNT$ keyword
into a field on that form.  The count can then be emailed or acted on by
filters if it's over a threshold (another field on the diagnostic form).

Just my way of doing it without needing additional software.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Tuesday, September 9, 2014 8:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation qualification : DSO

I'm not sure what sort of problem you are having at the DB level, but have
you tried putting this escalation into its own escalation pool?

I'd give that a try and change it to run every 24 hours instead of every 30
minutes. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of MalviyaSaurabh
Sent: Tuesday, September 09, 2014 12:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation qualification : DSO

Thanks for all your reply.
One more clarification which I am seeking out is that my escalation runs on
every 30 mins, and I can see records coming into the DSO pending queue in
the DSO Pending form, I would want to know from where i can get to how many
records are qualified in each execution of this escalation. From my manual
analysis of Pending form, after an execution the number of records in DSO
Pending form reaches a maximum and then the records goes down to zero as it
gets services by DSO.

Also if I have to get the same functionality via rrrchive tool (i.e.
automate restricted qualification to new 500 records in ( 'Ticket Closed
Date' <= "2/28/2009 11:59:59 PM") AND ( 'Status' = "Closed") AND ( 'Ticket
Closed Date' >= "1/1/2009 12:00:00 AM") qualification) what parameter I
would be using.


qual= ( 'Ticket Closed Date' <= "2/28/2009 11:59:59 PM") AND (
'Status' = "Closed") AND ( 'Ticket Closed Date' >= "1/1/2009 12:00:00 AM")
transfertype= MOVE

Will using below help in my case or do I have to chose any other parameter.
Please help.
multientrychunksize = 500


Regards,
Saurabh





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Re: Escalation qualification : DSO

[LJ LongWing]

Saurabh,
I recently released a tool to analyze Escalation Runtimes

http://remedylegacy.com/tools/escalation-runtime/

This tool will provide you the times that the escalation starts, ends,
count of how many records it updated, optionally the request id's it
updated, duration of the update, etc...check it out and see if it serves a
purpose for you :)

On Mon, Sep 8, 2014 at 11:49 PM, MalviyaSaurabh  wrote:

> Thanks for all your reply.
> One more clarification which I am seeking out is that my escalation runs on
> every 30 mins, and I can see records coming into the DSO pending queue in
> the DSO Pending form, I would want to know from where i can get to how many
> records are qualified in each execution of this escalation. From my manual
> analysis of Pending form, after an execution the number of records in DSO
> Pending form reaches a maximum and then the records goes down to zero as it
> gets services by DSO.
>
> Also if I have to get the same functionality via rrrchive tool (i.e.
> automate restricted qualification to new 500 records in ( 'Ticket Closed
> Date' <= "2/28/2009 11:59:59 PM") AND ( 'Status' = "Closed") AND ( 'Ticket
> Closed Date' >= "1/1/2009 12:00:00 AM") qualification) what parameter I
> would be using.
>
>
> qual= ( 'Ticket Closed Date' <= "2/28/2009 11:59:59 PM") AND (
> 'Status' = "Closed") AND ( 'Ticket Closed Date' >= "1/1/2009 12:00:00 AM")
> transfertype= MOVE
>
> Will using below help in my case or do I have to chose any other parameter.
> Please help.
> multientrychunksize = 500
>
>
> Regards,
> Saurabh
>
>
>
>
>
> --
> View this message in context:
> http://ars-action-request-system.1.n7.nabble.com/Escalation-qualification-DSO-tp118847p118864.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
>
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Re: Escalation qualification : DSO

[William Rentfrow]

I'm not sure what sort of problem you are having at the DB level, but have you 
tried putting this escalation into its own escalation pool?

I'd give that a try and change it to run every 24 hours instead of every 30 
minutes. 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of MalviyaSaurabh
Sent: Tuesday, September 09, 2014 12:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation qualification : DSO

Thanks for all your reply.
One more clarification which I am seeking out is that my escalation runs on
every 30 mins, and I can see records coming into the DSO pending queue in
the DSO Pending form, I would want to know from where i can get to how many
records are qualified in each execution of this escalation. From my manual
analysis of Pending form, after an execution the number of records in DSO
Pending form reaches a maximum and then the records goes down to zero as it
gets services by DSO.

Also if I have to get the same functionality via rrrchive tool (i.e.
automate restricted qualification to new 500 records in ( 'Ticket Closed
Date' <= "2/28/2009 11:59:59 PM") AND ( 'Status' = "Closed") AND ( 'Ticket
Closed Date' >= "1/1/2009 12:00:00 AM") qualification) what parameter I
would be using.


qual= ( 'Ticket Closed Date' <= "2/28/2009 11:59:59 PM") AND (
'Status' = "Closed") AND ( 'Ticket Closed Date' >= "1/1/2009 12:00:00 AM")
transfertype= MOVE

Will using below help in my case or do I have to chose any other parameter.
Please help.
multientrychunksize = 500


Regards,
Saurabh





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Re: BMC Virtual Agent Integretion with Incident Management

[Sonwane, Subhash]

No worries, I think there is only configuration issue.

Please share the configuration of Virtual agent.
[cid:image001.png@01CFCC4D.5CA8ACE0]

Did you follow the steps mentioned in the pdf?

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>


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jayaraman, Lokesh
Sent: 09 September 2014 04:30:PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Virtual Agent Integretion with Incident Management

**
Hi Subash,

Remedy virtual agent is 8.1.01 and Remedy ITSM version is 8.0.00 .

Regards,
Loki |

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sonwane, Subhash
Sent: 09 September 2014 06:53
To: arslist@ARSLIST.ORG
Subject: Re: BMC Virtual Agent Integretion with Incident Management

**
Please share the  BMC Virtual agent and ITSM version?

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>


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jayaraman, Lokesh
Sent: 09 September 2014 03:56:PM
To: arslist@ARSLIST.ORG
Subject: BMC Virtual Agent Integretion with Incident Management

**
Team,

I am facing issue with Virtual Agent , through the self-service portal  the 
integration to creating incident tickets is not happening. I logged to Self 
service portal and clicked on chat with live agent ooption, I can able to chat 
with support agent but the correcsponding incident is not creating.,

Anyone please help me on this ? Please the below logs.



09 Sep 2014 02:23:17 - Connects to 10.0.205.225:7027 through 
com.bmc.arsys.api.ProxyJRpc@72f0f813
02:23:19,099  INFO [localhost-startStop-1] (ServletListener.java:42) ESChat - 
Creating Servlet Listener Class
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:61) ESChat - 
Context Initialization
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:79) ESChat - 
Server Info: BMCMTRDEV01(10.0.206.230)
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:89) ESChat - 
Reading ESChat Configuration Data.
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:90) ESChat - 
Real Path: E:\Program Files\Apache Software Foundation\Tomcat 
7.0\webapps\eschat\eschat
02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 

02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 
Diagnostics Start Tue Sep 09 02:23:19 EDT 2014
02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 

02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 
Server: BMCMTRDEV01(10.0.206.230)
02:23:19,161  INFO [localhost-startStop-1] (Configuration.java:1683) ESChat - 
No external config file found.  Defaulting to OOB config location: 
/eschat/WEB-INF/classes/eschat_config.properties
02:23:19,161  INFO [localhost-startStop-1] (Configuration.java:910) ESChat - 
Processing Proxy Logins
02:23:19,161  INFO [localhost-startStop-1] (ARServer.java:55) ESChat - Loading 
Server Connection: BMCARSDEV01
02:23:19,629  INFO [localhost-startStop-1] (ConfigurationFactory.java:522) 
ESChat - Trying to load configuration arsys_api.xml
02:23:19,629  WARN [localhost-startStop-1] (ConfigurationFactory.java:530) 
ESChat - Could not load optional configuration arsys_api.xml
02:23:19,770  INFO [localhost-startStop-1] (ConfigurationFactory.java:522) 
ESChat - Trying to load configuration default.xml
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - jrpcMode: true
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - jniLoadMode: 1
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - apiRecordingMode: 0
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - useConnectionPooling: 
true
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - maxProxiesPerServer: 
80
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - 
idleConnectionsPerServer: 5
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - connectionTimeout: 0
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - connectionLifespan: 0
02:23:19,91

Re: BMC Virtual Agent Integretion with Incident Management

[Jayaraman, Lokesh]

Hi Subash,

Remedy virtual agent is 8.1.01 and Remedy ITSM version is 8.0.00 .

Regards,
Loki |

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sonwane, Subhash
Sent: 09 September 2014 06:53
To: arslist@ARSLIST.ORG
Subject: Re: BMC Virtual Agent Integretion with Incident Management

**
Please share the  BMC Virtual agent and ITSM version?

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>


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jayaraman, Lokesh
Sent: 09 September 2014 03:56:PM
To: arslist@ARSLIST.ORG
Subject: BMC Virtual Agent Integretion with Incident Management

**
Team,

I am facing issue with Virtual Agent , through the self-service portal  the 
integration to creating incident tickets is not happening. I logged to Self 
service portal and clicked on chat with live agent ooption, I can able to chat 
with support agent but the correcsponding incident is not creating.,

Anyone please help me on this ? Please the below logs.



09 Sep 2014 02:23:17 - Connects to 10.0.205.225:7027 through 
com.bmc.arsys.api.ProxyJRpc@72f0f813
02:23:19,099  INFO [localhost-startStop-1] (ServletListener.java:42) ESChat - 
Creating Servlet Listener Class
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:61) ESChat - 
Context Initialization
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:79) ESChat - 
Server Info: BMCMTRDEV01(10.0.206.230)
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:89) ESChat - 
Reading ESChat Configuration Data.
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:90) ESChat - 
Real Path: E:\Program Files\Apache Software Foundation\Tomcat 
7.0\webapps\eschat\eschat
02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 

02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 
Diagnostics Start Tue Sep 09 02:23:19 EDT 2014
02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 

02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 
Server: BMCMTRDEV01(10.0.206.230)
02:23:19,161  INFO [localhost-startStop-1] (Configuration.java:1683) ESChat - 
No external config file found.  Defaulting to OOB config location: 
/eschat/WEB-INF/classes/eschat_config.properties
02:23:19,161  INFO [localhost-startStop-1] (Configuration.java:910) ESChat - 
Processing Proxy Logins
02:23:19,161  INFO [localhost-startStop-1] (ARServer.java:55) ESChat - Loading 
Server Connection: BMCARSDEV01
02:23:19,629  INFO [localhost-startStop-1] (ConfigurationFactory.java:522) 
ESChat - Trying to load configuration arsys_api.xml
02:23:19,629  WARN [localhost-startStop-1] (ConfigurationFactory.java:530) 
ESChat - Could not load optional configuration arsys_api.xml
02:23:19,770  INFO [localhost-startStop-1] (ConfigurationFactory.java:522) 
ESChat - Trying to load configuration default.xml
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - jrpcMode: true
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - jniLoadMode: 1
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - apiRecordingMode: 0
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - useConnectionPooling: 
true
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - maxProxiesPerServer: 
80
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - 
idleConnectionsPerServer: 5
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - connectionTimeout: 0
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - connectionLifespan: 0
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - timeUnit: MINUTES
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - 
minimumSupportedServerRpcVersion: 12
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - connectionMaxRetries: 
1
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - 
timeLagBetweenRetriesMillSec: 100
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - 
stringizeFieldAssignments: false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - 
stringizeSetIfQualification: false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - useLegacyQualParser: 
false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - 
useLegacyAssignParser: false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - 
useLegacyQualFormatter: false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - 
useLegacyAssignFormatter: false
02:23:1

Re: BMC Virtual Agent Integretion with Incident Management

[Sonwane, Subhash]

Please share the  BMC Virtual agent and ITSM version?

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>


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jayaraman, Lokesh
Sent: 09 September 2014 03:56:PM
To: arslist@ARSLIST.ORG
Subject: BMC Virtual Agent Integretion with Incident Management

**
Team,

I am facing issue with Virtual Agent , through the self-service portal  the 
integration to creating incident tickets is not happening. I logged to Self 
service portal and clicked on chat with live agent ooption, I can able to chat 
with support agent but the correcsponding incident is not creating.,

Anyone please help me on this ? Please the below logs.



09 Sep 2014 02:23:17 - Connects to 10.0.205.225:7027 through 
com.bmc.arsys.api.ProxyJRpc@72f0f813
02:23:19,099  INFO [localhost-startStop-1] (ServletListener.java:42) ESChat - 
Creating Servlet Listener Class
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:61) ESChat - 
Context Initialization
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:79) ESChat - 
Server Info: BMCMTRDEV01(10.0.206.230)
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:89) ESChat - 
Reading ESChat Configuration Data.
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:90) ESChat - 
Real Path: E:\Program Files\Apache Software Foundation\Tomcat 
7.0\webapps\eschat\eschat
02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 

02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 
Diagnostics Start Tue Sep 09 02:23:19 EDT 2014
02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 

02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 
Server: BMCMTRDEV01(10.0.206.230)
02:23:19,161  INFO [localhost-startStop-1] (Configuration.java:1683) ESChat - 
No external config file found.  Defaulting to OOB config location: 
/eschat/WEB-INF/classes/eschat_config.properties
02:23:19,161  INFO [localhost-startStop-1] (Configuration.java:910) ESChat - 
Processing Proxy Logins
02:23:19,161  INFO [localhost-startStop-1] (ARServer.java:55) ESChat - Loading 
Server Connection: BMCARSDEV01
02:23:19,629  INFO [localhost-startStop-1] (ConfigurationFactory.java:522) 
ESChat - Trying to load configuration arsys_api.xml
02:23:19,629  WARN [localhost-startStop-1] (ConfigurationFactory.java:530) 
ESChat - Could not load optional configuration arsys_api.xml
02:23:19,770  INFO [localhost-startStop-1] (ConfigurationFactory.java:522) 
ESChat - Trying to load configuration default.xml
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - jrpcMode: true
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - jniLoadMode: 1
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - apiRecordingMode: 0
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - useConnectionPooling: 
true
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - maxProxiesPerServer: 
80
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - 
idleConnectionsPerServer: 5
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - connectionTimeout: 0
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - connectionLifespan: 0
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - timeUnit: MINUTES
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - 
minimumSupportedServerRpcVersion: 12
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - connectionMaxRetries: 
1
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - 
timeLagBetweenRetriesMillSec: 100
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - 
stringizeFieldAssignments: false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - 
stringizeSetIfQualification: false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - useLegacyQualParser: 
false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - 
useLegacyAssignParser: false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - 
useLegacyQualFormatter: false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - 
useLegacyAssignFormatter: false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - APITIMEOUT from 
system property : null
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - APITIMEOUT from 
Environment : null
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - AROVERLAYGROUPS from 
system property : null
02:23:19,926  INFO [localhost-startStop-1] (?:?)

BMC Virtual Agent Integretion with Incident Management

[Jayaraman, Lokesh]

Team,

I am facing issue with Virtual Agent , through the self-service portal  the 
integration to creating incident tickets is not happening. I logged to Self 
service portal and clicked on chat with live agent ooption, I can able to chat 
with support agent but the correcsponding incident is not creating.,

Anyone please help me on this ? Please the below logs.



09 Sep 2014 02:23:17 - Connects to 10.0.205.225:7027 through 
com.bmc.arsys.api.ProxyJRpc@72f0f813
02:23:19,099  INFO [localhost-startStop-1] (ServletListener.java:42) ESChat - 
Creating Servlet Listener Class
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:61) ESChat - 
Context Initialization
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:79) ESChat - 
Server Info: BMCMTRDEV01(10.0.206.230)
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:89) ESChat - 
Reading ESChat Configuration Data.
02:23:19,115  INFO [localhost-startStop-1] (ServletListener.java:90) ESChat - 
Real Path: E:\Program Files\Apache Software Foundation\Tomcat 
7.0\webapps\eschat\eschat
02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 

02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 
Diagnostics Start Tue Sep 09 02:23:19 EDT 2014
02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 

02:23:19,130  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 
Server: BMCMTRDEV01(10.0.206.230)
02:23:19,161  INFO [localhost-startStop-1] (Configuration.java:1683) ESChat - 
No external config file found.  Defaulting to OOB config location: 
/eschat/WEB-INF/classes/eschat_config.properties
02:23:19,161  INFO [localhost-startStop-1] (Configuration.java:910) ESChat - 
Processing Proxy Logins
02:23:19,161  INFO [localhost-startStop-1] (ARServer.java:55) ESChat - Loading 
Server Connection: BMCARSDEV01
02:23:19,629  INFO [localhost-startStop-1] (ConfigurationFactory.java:522) 
ESChat - Trying to load configuration arsys_api.xml
02:23:19,629  WARN [localhost-startStop-1] (ConfigurationFactory.java:530) 
ESChat - Could not load optional configuration arsys_api.xml
02:23:19,770  INFO [localhost-startStop-1] (ConfigurationFactory.java:522) 
ESChat - Trying to load configuration default.xml
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - jrpcMode: true
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - jniLoadMode: 1
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - apiRecordingMode: 0
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - useConnectionPooling: 
true
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - maxProxiesPerServer: 
80
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - 
idleConnectionsPerServer: 5
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - connectionTimeout: 0
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - connectionLifespan: 0
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - timeUnit: MINUTES
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - 
minimumSupportedServerRpcVersion: 12
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - connectionMaxRetries: 
1
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - 
timeLagBetweenRetriesMillSec: 100
02:23:19,910  INFO [localhost-startStop-1] (?:?) ESChat - 
stringizeFieldAssignments: false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - 
stringizeSetIfQualification: false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - useLegacyQualParser: 
false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - 
useLegacyAssignParser: false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - 
useLegacyQualFormatter: false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - 
useLegacyAssignFormatter: false
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - APITIMEOUT from 
system property : null
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - APITIMEOUT from 
Environment : null
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - AROVERLAYGROUPS from 
system property : null
02:23:19,926  INFO [localhost-startStop-1] (?:?) ESChat - AROVERLAYGROUPS from 
Environment : null
02:23:19,926  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 
Checking Server Connection to BMCARSDEV01
02:23:19,926  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - User 
Account: Demo
02:23:21,127  INFO [localhost-startStop-1] (?:?) ESChat - fipsProviderJsafeJCE 
installed = false
02:23:22,001  INFO [localhost-startStop-1] (?:?) ESChat - set timer period 
6 milliSec (00:01:00)
02:23:22,110  INFO [localhost-startStop-1] (?:?) ESChat - Connects to 
BMCARSDEV01 through com.bmc.arsys.api.ProxyJRpc@8878721
02:23:22,157  INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - 
Login Successful
02:23:22,157  INFO [localhost-startStop-1] (Diagn

Stopping Attachments from auto-saving into Windows Temp Folder

[Karthick S]

Hi Guys,


Stopping Attachments from auto-saving into Windows Temp Folder



If anyone has any info or suggestions on how to Stop Attachments from
auto-saving into Windows Temp Folder. When our users view Work info's that
have attachments, the remedy client automatically saves the attachment to
the windows 7 temp folder. I understand that BMC may do this for
performance reasons, however our security department has raised this as a
risk some virus issue happened and they have blocked temp folder and
advised us to route the system from auto saving these attachments.



Please let me know if you guys have any tips to do that.


Regards,

Karthick S

___
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"Where the Answers Are, and have been for 20 years"