SSL 3.0 POODLE and TLS POODLE vulnerability update

[Abhijit Rajwade]

Here is an update on SSL 3.0 POODLE and TLS POODLE vulnerability.

1. SSL 3.0 “POODLE” Security Vulnerability -- CVE-2014-3566 

Please refer to the BMC support site link 
  
http://www.bmc.com/support/support-news/SSL_3_0_POODLE_Security_Vulnerability_CVE_2014_3566.html
 
for information about BMC product's update on the SSL 3.0 "POODLE" Security 
vulnerability.

Information specifically relevant for for BMC Remedy AR System and ITSM Suite 
7.6.04, 8.0, and 8.1 and 8.8 is as follows:
A. See support article 
https://kb.bmc.com/infocenter/index?page=content&id=S:KA418664 for instructions 
for disabling SSL V3 in Tomcat used
by Mid-Tier. 
B. If you are using the LDAP integration plug-in, BMC recommends consulting 
your LDAP Server documentation for turning off SSL V3 in your LDAP Server.
An LDAP plug-in hotfix to allow the LDAP plug-in to use TLS for 
communication with LDAP Server will be available by January 31, 2015. 

2. TLS POODLE issue with load balancers 

- There is a newly reported TLS POODLE vulnerability. 
   Please refer to 
https://community.qualys.com/blogs/securitylabs/2014/12/08/poodle-bites-tls
- There is a new Critical Vulnerability reported for this issue on F5 load 
balancers in the MITRE vulnerability database.
   It appears that F5 load balancer is vulnerable to this TLS POODLE 
vulnerability. 
  Please refer https://cve.mitre.org/cgi-bin/cvename.cgi?name=CVE-2014-8730
- F5 has reacted immediately and posted a hot fix. 
  Please refer 
https://support.f5.com/kb/en-us/solutions/public/15000/800/sol15882.html
- It is important to apply the F5 hot fix in case you are using a F5 load 
balancer.
- In case you are using any other load balancer, check with your load balancer 
vendor if it suffers from the TLS POODLE vulnerability 
  and if so get a hoxtfix from your load balancer vendor. 
  Please refer to https://www.imperialviolet.org/2014/12/08/poodleagain.html 
which lists other load balancer vendors affected by this vulnerability.
- Use the SSL Labs SSL Server Test tool https://www.ssllabs.com/ssltest/ to 
check your Server for SSL related vulnerabilities.

Regards
--- Abhijit Rajwade

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Re: Determining first workinfo entry

[Jason Miller]

Ha ha!

I have also seen situations where the request IDs have been out of sequence
when merging systems or combining records from multiple forms into one.
Not often but it happens.

Jason

On Wed, Jan 7, 2015 at 8:12 PM, William Rentfrow  wrote:

> **
>
> If you find that setting, please let me know where it is :)
>
>
>
> William Rentfrow
>
> wrentf...@stratacominc.com
>
> Office: 715-204-3061 or 701-232-5697x25
>
> Cell: 715-498-5056
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Carl Wilson
> *Sent:* Wednesday, January 07, 2015 6:41 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Determining first workinfo entry
>
>
>
> **
>
> Then I would adjust the SG so this does not happen J
>
>
>   --
>
>
>
> Kind Regards,
>
>
>
> *Carl Wilson*
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *LJ
> LongWing
> *Sent:* 08 January 2015 00:21
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Determining first workinfo entry
>
>
>
> **
>
> Unfortunately the request id can be our of sequence in a server group
> situation
>
> On Jan 7, 2015 5:06 PM, "Carl Wilson"  wrote:
>
> **
>
> Hi,
>
> You could also use the request ID as it will be sequenced, there are
> existing joins available for Incident / Work Info that can be utilised.
>
>
>   --
>
>
>
> Kind Regards,
>
>
>
> *Carl Wilson*
>
>
>
> http://www.missingpiecessoftware.com/
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
> *Sent:* 07 January 2015 21:38
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Determining first workinfo entry
>
>
>
> **
>
> do a MIN on the create_date for the work log entry...this'll ensure you
> only get the first entry.
>
>
>
> On Wed, Jan 7, 2015 at 2:33 PM, Scott Hallenger  wrote:
>
> Hi I am creating a report via sql, that would show several incident fields
> and 2 fields fromn the HPD:Worklog forms. Naturally this would be a join,
> but I am trying to figure out which is the best way to single out the
> first/earliest workin info entry and exclude the rest. As you know the
> worklog can have more than one entry related to the single incident. Any
> Ideas would be helpful.
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  --
>
> No virus found in this message.
> Checked by AVG - www.avg.com
> Version: 2014.0.4794 / Virus Database: 4253/8799 - Release Date: 12/24/14
> Internal Virus Database is out of date.
>
> _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 long does the 8.1.02 SRM installer run?

[Patil, Vivek]

Hi Rick,
   Can you please mention few details:

1] Whether you are doing a fresh install or upgrade ?
2] How many locales are you are installing ?
3] Which Database and version ?

>>SRM 8.1.02  all locale install on windows 2008 R2 and SQL 2008 R2 Unicode DB 
>>takes approximately 3 hours.

>> On UNIX, it should take more time.

Thanks,
  Vivek

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips
Sent: Wednesday, January 07, 2015 9:40 PM
To: arslist@ARSLIST.ORG
Subject: How long does the 8.1.02 SRM installer run?

Hi,

Can anyone who's run the 8.1.02 SRM installer tell me approx. how long it runs?

Thanks,

rp

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Re: Determining first workinfo entry

[William Rentfrow]

If you find that setting, please let me know where it is :)

William Rentfrow
wrentf...@stratacominc.com
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Wednesday, January 07, 2015 6:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Determining first workinfo entry

**
Then I would adjust the SG so this does not happen ☺



Kind Regards,

Carl Wilson


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: 08 January 2015 00:21
To: arslist@ARSLIST.ORG
Subject: Re: Determining first workinfo entry

**

Unfortunately the request id can be our of sequence in a server group situation
On Jan 7, 2015 5:06 PM, "Carl Wilson" 
mailto:carlbwil...@gmail.com>> wrote:
**
Hi,
You could also use the request ID as it will be sequenced, there are existing 
joins available for Incident / Work Info that can be utilised.



Kind Regards,

Carl Wilson

http://www.missingpiecessoftware.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ 
LongWing
Sent: 07 January 2015 21:38
To: arslist@ARSLIST.ORG
Subject: Re: Determining first workinfo entry

**
do a MIN on the create_date for the work log entry...this'll ensure you only 
get the first entry.

On Wed, Jan 7, 2015 at 2:33 PM, Scott Hallenger 
mailto:vadr...@yahoo.com>> wrote:
Hi I am creating a report via sql, that would show several incident fields and 
2 fields fromn the HPD:Worklog forms. Naturally this would be a join, but I am 
trying to figure out which is the best way to single out the first/earliest 
workin info entry and exclude the rest. As you know the worklog can have more 
than one entry related to the single incident. Any Ideas would be helpful.

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No virus found in this message.
Checked by AVG - www.avg.com
Version: 2014.0.4794 / Virus Database: 4253/8799 - Release Date: 12/24/14
Internal Virus Database is out of date.
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Determining first workinfo entry

[Carl Wilson]

Then I would adjust the SG so this does not happen J

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: 08 January 2015 00:21
To: arslist@ARSLIST.ORG
Subject: Re: Determining first workinfo entry

 

** 

Unfortunately the request id can be our of sequence in a server group situation

On Jan 7, 2015 5:06 PM, "Carl Wilson"  wrote:

** 

Hi,

You could also use the request ID as it will be sequenced, there are existing 
joins available for Incident / Work Info that can be utilised.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: 07 January 2015 21:38
To: arslist@ARSLIST.ORG
Subject: Re: Determining first workinfo entry

 

** 

do a MIN on the create_date for the work log entry...this'll ensure you only 
get the first entry.

 

On Wed, Jan 7, 2015 at 2:33 PM, Scott Hallenger  wrote:

Hi I am creating a report via sql, that would show several incident fields and 
2 fields fromn the HPD:Worklog forms. Naturally this would be a join, but I am 
trying to figure out which is the best way to single out the first/earliest 
workin info entry and exclude the rest. As you know the worklog can have more 
than one entry related to the single incident. Any Ideas would be helpful.

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Re: Determining first workinfo entry

[LJ LongWing]

Unfortunately the request id can be our of sequence in a server group
situation
On Jan 7, 2015 5:06 PM, "Carl Wilson"  wrote:

> **
>
> Hi,
>
> You could also use the request ID as it will be sequenced, there are
> existing joins available for Incident / Work Info that can be utilised.
>
>
> --
>
>
>
> Kind Regards,
>
>
>
> *Carl Wilson*
>
>
>
> http://www.missingpiecessoftware.com/
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
> *Sent:* 07 January 2015 21:38
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Determining first workinfo entry
>
>
>
> **
>
> do a MIN on the create_date for the work log entry...this'll ensure you
> only get the first entry.
>
>
>
> On Wed, Jan 7, 2015 at 2:33 PM, Scott Hallenger  wrote:
>
> Hi I am creating a report via sql, that would show several incident fields
> and 2 fields fromn the HPD:Worklog forms. Naturally this would be a join,
> but I am trying to figure out which is the best way to single out the
> first/earliest workin info entry and exclude the rest. As you know the
> worklog can have more than one entry related to the single incident. Any
> Ideas would be helpful.
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Determining first workinfo entry

[Carl Wilson]

Hi,

You could also use the request ID as it will be sequenced, there are existing 
joins available for Incident / Work Info that can be utilised.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: 07 January 2015 21:38
To: arslist@ARSLIST.ORG
Subject: Re: Determining first workinfo entry

 

** 

do a MIN on the create_date for the work log entry...this'll ensure you only 
get the first entry.

 

On Wed, Jan 7, 2015 at 2:33 PM, Scott Hallenger  wrote:

Hi I am creating a report via sql, that would show several incident fields and 
2 fields fromn the HPD:Worklog forms. Naturally this would be a join, but I am 
trying to figure out which is the best way to single out the first/earliest 
workin info entry and exclude the rest. As you know the worklog can have more 
than one entry related to the single incident. Any Ideas would be helpful.

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Re: need help about stucked CAI:Evetns

[Carl Wilson]

Hi,

You need to determine the root cause for the events not to be processed.  This 
can be related to configuration for the CAI Plugin or the plugin itself not 
running.  

You can adjust the error logging from the CAI Plugin Registry form where you 
can also allocate a private queue and pooling (pooling = multiple threads on 
different pools - very similar to Escalation Pooling where you can allocate CAI 
commands to run on their own dedicated thread to split the load on the CAI 
engine).

 

If you have recently adjusted the CAI Plugin values, then a restart of the AR 
Servers is required or the CAI Engine will hang and stop processing (e.g. You 
have changed to a private queue and adjusted threads, the system then starts to 
use these threads in workflow without them being initialised by the server - 
which then stops the processing of events as it cannot spawn the required 
threads).

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: 07 January 2015 10:24
To: arslist@ARSLIST.ORG
Subject: Re: need help about stucked CAI:Evetns

 

** 

Hello Manoj,

Records are not in Error status. All records which are stuck having status = 
"In Progress" and Return code = "Running"

 

Regards,

 

Amit 

 

On Wed, Jan 7, 2015 at 2:37 PM, Manoj Kumar  wrote:

** 

Hi Amit,

 

First check why the records are getting pilled up, if they are in error status 
you need to correct the SR's and re-process them.




Thanxs & Regards
 
Manoj
+91 996 223 2006

 

On Tue, Jan 6, 2015 at 11:51 PM, Harshad Wagh  wrote:

** 

Hi Amit,

In addition to  SriSamSri Appecherla you can do the following .

Thread pools for different commands are configured in the CAI:Commands form. 
Configuring thread pools defines dedicated CAI threads for use by the specific 
command. This ensures that requests from a command use only the dedicated 
threads, and performance of other command requests to the CAI is not affected.

you can configure this for the commands that are frequently created in 
CAI:Event Form.

Thanks and regards
Harshad Wagh
Engineer 
Vyom Labs Pvt Ltd.



On 1/7/2015 12:12 PM, Remedy consultant wrote:

** 

Sure Will do that and let you know. Meanwhile i have deleted al lrecords from 
CAI:Event and CAI:Eventparam .After that for some time it works fine and then 
again Queue is getting build up. 

 

On Wed, Jan 7, 2015 at 6:30 AM, SriSamSri Appecherla  
wrote:

** 

Hi Amit,

 

I'm assuming you want to bulk trigger all the failed CAI:Event records to 
create fulfilment records.

 

1. Try to fix the error(s) which is causing records to get stuck in CAI:Events

2. For one (preferably test record), change the Return Code to Start and Save

3. IF it is a success, if you want to re-trigger all 9000 of them in bulk, you 
can do a modify all on CAI:Events and change the Return Code to Start. 

 

 




Regards,

SriSamSri Appecherla
+61 478877812  

 

On Tue, Jan 6, 2015 at 8:59 PM, Remedy consultant  wrote:

** 

Hello All, 

 

We are facing issues with records in CAI:Events. There are almost 9000 records 
are stuck in this schema. Due to which lot of records in SRM:Requests are stuck 
in submitted. Could you please help me to identify this issue ?

 

We can not delete records present in CAI:Events as it is a production 
enviornment. 

 

Regards,

 

Amit

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Re: ARS 8.1 and JSON consumption

[Sinclair, Keith]

Now this is why I go to the list for the squirrelly things.

Thanks for that link. I’ll have a read through it and see if it’ll do what I 
need it to and go from there.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, January 07, 2015 3:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 8.1 and JSON consumption

**
Keith,
As Rick said, it's a resounding NO from the Remedy 'native' perspective at the 
moment.  There are two caveats to that statement though.

There is a tool available on Communities posted some time last year that 
essentially allows publishing of Remedy via restful web services 
(https://communities.bmc.com/docs/DOC-29073)...we are using it internally where 
I work for making Remedy available to query through REST calls...but it also 
provides the ability to create and modify records...so kinda cool.

Secondly...there is rumor that some form of REST capability will be included in 
the next version of Remedy...whenever that ends up happening.

On Wed, Jan 7, 2015 at 1:54 PM, Sinclair, Keith 
mailto:ksincl...@shoppertrak.com>> wrote:
**
Does anyone know if Remedy ARS8.1 can consume JSON/Restful Services? Or is it 
just limited to SAOP?

I am finding mixed information on BMC’s website and thought I’d ask the 
question to the real world.

Thanks,

Keith Sinclair
Remedy Development
ShopperTrak  Chicago USA
O:  312.676.8289 |  M:  630.946.4744
ksincl...@shoppertrak.com | @shoppertrak
www.shoppertrak.com

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Re: Determining first workinfo entry

[Scott Hallenger]

Thanks LJ

On Wed, 1/7/15, LJ LongWing  wrote:

 Subject: Re: Determining first workinfo entry
 To: arslist@ARSLIST.ORG
 Date: Wednesday, January 7, 2015, 4:37 PM
 
 **
 do a MIN on the create_date for the work log
 entry...this'll ensure you only get the first
 entry.
 On Wed, Jan 7, 2015 at 2:33
 PM, Scott Hallenger 
 wrote:
 Hi I am
 creating a report via sql, that would show several incident
 fields and 2 fields fromn the HPD:Worklog forms. Naturally
 this would be a join, but I am trying to figure out which is
 the best way to single out the first/earliest workin info
 entry and exclude the rest. As you know the worklog can have
 more than one entry related to the single incident. Any
 Ideas would be helpful.
 
 
 
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 "Where the Answers Are, and have been for 20
 years"
 
 
 
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 for 20 years_

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Re: Email engine out of memory error

[Scott Hallenger]

I also solved this problem a few years back by setting up a few mail box 
filters on our mail server that limited the attachement size of mail coming in. 
If a message came in that was over 5mb we would dump it via the filter and auto 
reply back to the customer with an alternate method of delivering large files. 
We also setup a job to restart the AR mail service every night at 4 am. After 
doing this the issue went away for ever.



On Wed, 1/7/15, Davin Lindner-Green  wrote:

 Subject: Re: Email engine out of memory error
 To: arslist@ARSLIST.ORG
 Date: Wednesday, January 7, 2015, 11:57 AM
 
 Hello Hany,
 
 You don't mention the
 version of Email Engine or whether you are on Windows, but
 if you are on Windows one problem that exists with the email
 engine at least in version 7.6.4 (and others as well) is
 that there is a leading space in one of the registry
 keys.
 
 If you click Start
 > Run > Regedit, then locate the registry keys at
 “HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\BMC
 Remedy Email Engine - 
 1\Parameters”
 
 Check the
 values in JVM Option Number 3 and 4. If you edit the value,
 you may find that there is a leading space (the first
 character is a space). If so remove that leading space, save
 the value and restart email engine.
 
 The effect of the leading space is that the
 email engine JVM doesn't get the -Xmx option correctly
 so runs with a default max heap size, which is not
 sufficient and leads to these types of errors.
 
 I don't know if you
 followed Monika's suggestion below to edit the
 "Java Runtime Environment Settings" whether that
 would also resolve this issue. I'm not clear on when and
 how parameters set in the Java Control Panel are passed to
 Java processes like email engine, so that suggestion may
 also fix the issue as well.
 
 Thanks, hope that helps,
 Davin
 
 www.raptek.com
 * BMC Level 1
 Support Partner
 * BMC Software Solutions
 Partner
 * BMC Education Partner
 * Remedy On Demand - Hosted ITSM Solutions
 
 
 On Jan 7,
 2015, at 2:24 AM, monika ashtewar 
 wrote:
 
 > **
 > Hi Hany,
 > 
 > Following are the steps to increase heap
 size in java-
 > 
 >
 Step1:- Go to Control Panel. Click on "Start"
 button. Then click on "Control Panel." 
 > Step2:- Go to Java settings. In the next
 dialog click on "Java," usually at the bottom of
 the other Programs; "Java Control Panel" dialog 
 pop-up opens. 
 > Step3:- Select
 "Java" tab. Inside the Java tab, click on
 "View" button. It opens the "Java Runtime
 Environment Settings" 
 >
 Step4:-Change amount of heap. In the "Runtime
 Parameters" column change the value, or if it is blank
 decide for the new value, of the Java memory. 
 > Step5:-Modify the parameter. To modify the
 parameter, double click in the "Runtime
 Parameters" column and,
 >       
     
 >            type -Xms512m -
 that assigns 512MB memory for the Java.
 >            type -Xms1024m - that
 assigns 1GB memory for the Java.
 >   
         type -Xms2048m - that assigns 2GB memory for the
 Java.
 >            type -Xms3072m -
 that assigns 3GB memory for the Java, and so on.
 >     • Please note, it begins with a
 minus sign and ends to an m.
 >     •
 Also note, there is no blank space between characters.
 > Kindly confirm after increasing the heap
 size the issue is resolved or not.
 > 
 > Thanks and Regards
 >
 Monika Ashtewar 
 > 
 >
 
 > On 1/7/2015 5:00 AM, Hany Abd Elfattah
 wrote:
 >> ** Hi All and happy new year
 
 >> I face out of memory error on the
 email message error, tried to restart the mail service many
 times but with the same error, vendor told me to increase
 the java heap size but I couldn't find from where
 >> 
 >> The error as
 follows
 >> 
 >>
 452 4.3.1 Out of memory
 >>
 com.sun.mail.smtp.SMTPSendFailedException: 452 4.3.1 Out of
 memory
 >>  
 >>                 at
 com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1388)
 >>                 at
 com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:959)
 >>                 at
 com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:583)
 >>                 at
 com.bmc.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:460)
 >>                 at
 com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:191)
 >>                 at
 com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:302)
 >> 
 >> Thx,
 >> Hany
 >> 
 >> 
 >> 
 >> -- 
 >> BR,
 >> Hany
 >>
 _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: Determining first workinfo entry

[LJ LongWing]

do a MIN on the create_date for the work log entry...this'll ensure you
only get the first entry.

On Wed, Jan 7, 2015 at 2:33 PM, Scott Hallenger  wrote:

> Hi I am creating a report via sql, that would show several incident fields
> and 2 fields fromn the HPD:Worklog forms. Naturally this would be a join,
> but I am trying to figure out which is the best way to single out the
> first/earliest workin info entry and exclude the rest. As you know the
> worklog can have more than one entry related to the single incident. Any
> Ideas would be helpful.
>
>
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>

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Determining first workinfo entry

[Scott Hallenger]

Hi I am creating a report via sql, that would show several incident fields and 
2 fields fromn the HPD:Worklog forms. Naturally this would be a join, but I am 
trying to figure out which is the best way to single out the first/earliest 
workin info entry and exclude the rest. As you know the worklog can have more 
than one entry related to the single incident. Any Ideas would be helpful.

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Re: ARS 8.1 and JSON consumption

[LJ LongWing]

Keith,
As Rick said, it's a resounding NO from the Remedy 'native' perspective at
the moment.  There are two caveats to that statement though.

There is a tool available on Communities posted some time last year that
essentially allows publishing of Remedy via restful web services (
https://communities.bmc.com/docs/DOC-29073)...we are using it internally
where I work for making Remedy available to query through REST calls...but
it also provides the ability to create and modify records...so kinda cool.

Secondly...there is rumor that some form of REST capability will be
included in the next version of Remedy...whenever that ends up happening.

On Wed, Jan 7, 2015 at 1:54 PM, Sinclair, Keith 
wrote:

> **
>
> Does anyone know if Remedy ARS8.1 can consume JSON/Restful Services? Or is
> it just limited to SAOP?
>
>
>
> I am finding mixed information on BMC’s website and thought I’d ask the
> question to the real world.
>
>
>
> Thanks,
>
>
>
> *Keith Sinclair*
>
> *Remedy Development*
>
> *ShopperTrak  Chicago USA*
>
> O:  312.676.8289 |  M:  630.946.4744
>
> *ksincl...@shoppertrak.com * | @shoppertrak
>
> www.shoppertrak.com
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: ARS 8.1 and JSON consumption

[Rick Cook]

I think there was a thread here last year that covered that topic.  The
basic answer is no, restful services are not possible, even in 8.x.

Rick
On Jan 7, 2015 12:55 PM, "Sinclair, Keith" 
wrote:

> **
>
> Does anyone know if Remedy ARS8.1 can consume JSON/Restful Services? Or is
> it just limited to SAOP?
>
>
>
> I am finding mixed information on BMC’s website and thought I’d ask the
> question to the real world.
>
>
>
> Thanks,
>
>
>
> *Keith Sinclair*
>
> *Remedy Development*
>
> *ShopperTrak  Chicago USA*
>
> O:  312.676.8289 |  M:  630.946.4744
>
> *ksincl...@shoppertrak.com * | @shoppertrak
>
> www.shoppertrak.com
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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ARS 8.1 and JSON consumption

[Sinclair, Keith]

Does anyone know if Remedy ARS8.1 can consume JSON/Restful Services? Or is it 
just limited to SAOP?

I am finding mixed information on BMC's website and thought I'd ask the 
question to the real world.

Thanks,

Keith Sinclair
Remedy Development
ShopperTrak  Chicago USA
O:  312.676.8289 |  M:  630.946.4744
ksincl...@shoppertrak.com | @shoppertrak
www.shoppertrak.com


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Re: How long does the 8.1.02 SRM installer run?

[Chetan Wagh]

Hi RP,

Usually it takes 20 to 30 minutes, depends on your configuration.

Regards,
Chetan Wagh

On Jan 7, 2015 9:40 PM, Rick Phillips  wrote:
>
> Hi, 
>
> Can anyone who's run the 8.1.02 SRM installer tell me approx. how long 
> it runs? 
>
> Thanks, 
>
> rp 
>
> ___
>  
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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>


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Re: Email engine out of memory error

[Davin Lindner-Green]

Hello Hany,

You don't mention the version of Email Engine or whether you are on Windows, 
but if you are on Windows one problem that exists with the email engine at 
least in version 7.6.4 (and others as well) is that there is a leading space in 
one of the registry keys.

If you click Start > Run > Regedit, then locate the registry keys at 
“HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\BMC Remedy Email Engine - 
 1\Parameters”

Check the values in JVM Option Number 3 and 4. If you edit the value, you may 
find that there is a leading space (the first character is a space). If so 
remove that leading space, save the value and restart email engine.

The effect of the leading space is that the email engine JVM doesn't get the 
-Xmx option correctly so runs with a default max heap size, which is not 
sufficient and leads to these types of errors.

I don't know if you followed Monika's suggestion below to edit the "Java 
Runtime Environment Settings" whether that would also resolve this issue. I'm 
not clear on when and how parameters set in the Java Control Panel are passed 
to Java processes like email engine, so that suggestion may also fix the issue 
as well.

Thanks, hope that helps,
Davin

www.raptek.com
* BMC Level 1 Support Partner
* BMC Software Solutions Partner
* BMC Education Partner
* Remedy On Demand - Hosted ITSM Solutions


On Jan 7, 2015, at 2:24 AM, monika ashtewar  
wrote:

> **
> Hi Hany,
> 
> Following are the steps to increase heap size in java-
> 
> Step1:- Go to Control Panel. Click on "Start" button. Then click on "Control 
> Panel." 
> Step2:- Go to Java settings. In the next dialog click on "Java," usually at 
> the bottom of the other Programs; "Java Control Panel" dialog  pop-up opens. 
> Step3:- Select "Java" tab. Inside the Java tab, click on "View" button. It 
> opens the "Java Runtime Environment Settings" 
> Step4:-Change amount of heap. In the "Runtime Parameters" column change the 
> value, or if it is blank decide for the new value, of the Java memory. 
> Step5:-Modify the parameter. To modify the parameter, double click in the 
> "Runtime Parameters" column and,
>
>type -Xms512m - that assigns 512MB memory for the Java.
>type -Xms1024m - that assigns 1GB memory for the Java.
>type -Xms2048m - that assigns 2GB memory for the Java.
>type -Xms3072m - that assigns 3GB memory for the Java, and so on.
>   • Please note, it begins with a minus sign and ends to an m.
>   • Also note, there is no blank space between characters.
> Kindly confirm after increasing the heap size the issue is resolved or not.
> 
> Thanks and Regards
> Monika Ashtewar 
> 
> 
> On 1/7/2015 5:00 AM, Hany Abd Elfattah wrote:
>> ** Hi All and happy new year 
>> I face out of memory error on the email message error, tried to restart the 
>> mail service many times but with the same error, vendor told me to increase 
>> the java heap size but I couldn't find from where
>> 
>> The error as follows
>> 
>> 452 4.3.1 Out of memory
>> com.sun.mail.smtp.SMTPSendFailedException: 452 4.3.1 Out of memory
>>  
>> at 
>> com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1388)
>> at 
>> com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:959)
>> at 
>> com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:583)
>> at 
>> com.bmc.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:460)
>> at 
>> com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:191)
>> at 
>> com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:302)
>> 
>> Thx,
>> Hany
>> 
>> 
>> 
>> -- 
>> BR,
>> Hany
>> _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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How long does the 8.1.02 SRM installer run?

[Rick Phillips]

Hi,

Can anyone who's run the 8.1.02 SRM installer tell me approx. how long 
it runs?


Thanks,

rp

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Re: need help about stucked CAI:Evetns

[Remedy consultant]

Hello Manoj,
Records are not in Error status. All records which are stuck having status
= "In Progress" and Return code = "Running"

Regards,

Amit

On Wed, Jan 7, 2015 at 2:37 PM, Manoj Kumar  wrote:

> **
> Hi Amit,
>
> First check why the records are getting pilled up, if they are in error
> status you need to correct the SR's and re-process them.
>
> Thanxs & Regards
>
> Manoj
> +91 996 223 2006
>
> On Tue, Jan 6, 2015 at 11:51 PM, Harshad Wagh 
> wrote:
>
>> **
>> Hi Amit,
>>
>> In addition to  SriSamSri Appecherla you can do the following .
>>
>> Thread pools for different commands are configured in the CAI:Commands
>> form. Configuring thread pools defines dedicated CAI threads for use by the
>> specific command. This ensures that requests from a command use only the
>> dedicated threads, and performance of other command requests to the CAI is
>> not affected.
>>
>> you can configure this for the commands that are frequently created in
>> CAI:Event Form.
>>
>> Thanks and regards
>> Harshad Wagh
>> Engineer
>> Vyom Labs Pvt Ltd.
>>
>>
>> On 1/7/2015 12:12 PM, Remedy consultant wrote:
>>
>> **
>> Sure Will do that and let you know. Meanwhile i have deleted al lrecords
>> from CAI:Event and CAI:Eventparam .After that for some time it works fine
>> and then again Queue is getting build up.
>>
>> On Wed, Jan 7, 2015 at 6:30 AM, SriSamSri Appecherla <
>> appecherla@gmail.com> wrote:
>>
>>> **
>>> Hi Amit,
>>>
>>>  I'm assuming you want to bulk trigger all the failed CAI:Event records
>>> to create fulfilment records.
>>>
>>>  1. Try to fix the error(s) which is causing records to get stuck in
>>> CAI:Events
>>>  2. For one (preferably test record), change the Return Code to Start
>>> and Save
>>> 3. IF it is a success, if you want to re-trigger all 9000 of them in
>>> bulk, you can do a modify all on CAI:Events and change the Return Code to
>>> Start.
>>>
>>>
>>>
>>>   Regards,
>>>  SriSamSri Appecherla
>>> +61 478877812
>>>
>>> On Tue, Jan 6, 2015 at 8:59 PM, Remedy consultant 
>>> wrote:
>>>
 **
  Hello All,

  We are facing issues with records in CAI:Events. There are almost
 9000 records are stuck in this schema. Due to which lot of records in
 SRM:Requests are stuck in submitted. Could you please help me to identify
 this issue ?

  We can not delete records present in CAI:Events as it is a production
 enviornment.

  Regards,

  Amit
   _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: Email engine out of memory error

[monika ashtewar]

Hi Hany,

Following are the steps to increase heap size in java-

Step1:- *Go to Control Panel.* Click on "Start" button. Then click on 
"Control Panel."
Step2:-*Go to Java settings.* In the next dialog click on "Java," 
usually at the bottom of the other Programs; "Java Control Panel" 
dialog  pop-up opens.
Step3:- *Select "Java" tab.* Inside the Java tab, click on "View" 
button. It opens the "Java Runtime Environment Settings"
Step4:-*Change amount of heap.* In the "Runtime Parameters" column 
change the value, or if it is blank decide for the new value, of the 
Java memory.
Step5:-*Modify the parameter.* To modify the parameter, double click in 
the "Runtime Parameters" column and,


   type -Xms512m - that assigns 512MB memory for the Java.
   type -Xms1024m - that assigns 1GB memory for the Java.
   type -Xms2048m - that assigns 2GB memory for the Java.
   type -Xms3072m - that assigns 3GB memory for the Java, and 
so on.


 * Please note, it begins with a minus sign and ends to an m.
 * Also note, there is no blank space between characters.

Kindly confirm after increasing the heap size the issue is resolved or not.

Thanks and Regards
Monika Ashtewar


On 1/7/2015 5:00 AM, Hany Abd Elfattah wrote:

** Hi All and happy new year
I face out of memory error on the email message error, tried to 
restart the mail service many times but with the same error, vendor 
told me to increase the java heap size but I couldn't find from where


The error as follows

452 4.3.1 Out of memory

com.sun.mail.smtp.SMTPSendFailedException: 452 4.3.1 Out of memory

at 
com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1388)


at com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:959)

at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:583)

at 
com.bmc.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:460)


at com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:191)

at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:302)


Thx,

Hany




--
BR,
Hany
_ARSlist: "Where the Answers Are" and have been for 20 years_ 



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Re: need help about stucked CAI:Evetns

[Manoj Kumar]

Hi Amit,

First check why the records are getting pilled up, if they are in error
status you need to correct the SR's and re-process them.

Thanxs & Regards

Manoj
+91 996 223 2006

On Tue, Jan 6, 2015 at 11:51 PM, Harshad Wagh 
wrote:

> **
> Hi Amit,
>
> In addition to  SriSamSri Appecherla you can do the following .
>
> Thread pools for different commands are configured in the CAI:Commands
> form. Configuring thread pools defines dedicated CAI threads for use by the
> specific command. This ensures that requests from a command use only the
> dedicated threads, and performance of other command requests to the CAI is
> not affected.
>
> you can configure this for the commands that are frequently created in
> CAI:Event Form.
>
> Thanks and regards
> Harshad Wagh
> Engineer
> Vyom Labs Pvt Ltd.
>
>
> On 1/7/2015 12:12 PM, Remedy consultant wrote:
>
> **
> Sure Will do that and let you know. Meanwhile i have deleted al lrecords
> from CAI:Event and CAI:Eventparam .After that for some time it works fine
> and then again Queue is getting build up.
>
> On Wed, Jan 7, 2015 at 6:30 AM, SriSamSri Appecherla <
> appecherla@gmail.com> wrote:
>
>> **
>> Hi Amit,
>>
>>  I'm assuming you want to bulk trigger all the failed CAI:Event records
>> to create fulfilment records.
>>
>>  1. Try to fix the error(s) which is causing records to get stuck in
>> CAI:Events
>>  2. For one (preferably test record), change the Return Code to Start
>> and Save
>> 3. IF it is a success, if you want to re-trigger all 9000 of them in
>> bulk, you can do a modify all on CAI:Events and change the Return Code to
>> Start.
>>
>>
>>
>>   Regards,
>>  SriSamSri Appecherla
>> +61 478877812
>>
>> On Tue, Jan 6, 2015 at 8:59 PM, Remedy consultant 
>> wrote:
>>
>>> **
>>>  Hello All,
>>>
>>>  We are facing issues with records in CAI:Events. There are almost 9000
>>> records are stuck in this schema. Due to which lot of records in
>>> SRM:Requests are stuck in submitted. Could you please help me to identify
>>> this issue ?
>>>
>>>  We can not delete records present in CAI:Events as it is a production
>>> enviornment.
>>>
>>>  Regards,
>>>
>>>  Amit
>>>   _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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