from:"Andrew Hicox"

Re: ARS 9.1: Question about hiding fields

2016-11-23 Thread Andrew Hicox

LOL ... omg dude.
Thanks. I can't believe that's been there all along and I never noticed it.

-Andy

On Wed, Nov 23, 2016 at 9:34 AM LJ LongWing <lj.longw...@gmail.com> wrote:

> **
> Andrew,
> Within Dev Studio there are options (in the outline section) to show
> fields that are not in the current view, or, if you switch to the
> 'Definitions' tab of the form, you can see all fields, regardless of if
> they are in a view or not.These options were added back in the 7.6
> days...I forget which version.
>
> On Wed, Nov 23, 2016 at 8:23 AM, Andrew Hicox <and...@hicox.com> wrote:
>
> **
>
> I would like to point something out, and maybe someone can tell me a
> better way but ...
>
> Especially on out of the box forms. This is without a doubt a tremendous
> pain. Even though we shouldn't necessarily have to, a huge part of my day
> to day as a remedy person is debugging out of the box code.
>
> So here I am, tracing logs through, trying to figure out what's going on,
> and I encounter a field that is hidden on an out of the box form, by virtue
> of being in no view.
>
> What kind of field is it? What are it's limits? Who has permission to it?
> Is it display only, or is there a corresponding db column? What other
> workflow touches it? Etc etc.
>
> The only way I've found to get the answers to these kinds of questions is
> to actually overlay the out of box form, JUST so that I can pull the dang
> field into a view, so that I can inspect it I dev-studio.
>
> Is there a better way I've been missing all this time? If not, can we
> expect future versions of Dev-Studio to give us some sort of access to
> no-view fields?
>
> Thanks,
>
> -Andy
>
> On Tue, Nov 22, 2016 at 11:58 AM Mueller, Doug <doug_muel...@bmc.com>
> wrote:
>
> **
>
> Dustin,
>
>
>
> A field that is “not in view” has multiple advantages:
>
>
>
> 1)  It is not in Field list dropdowns as noted so it is “more hidden”
> than other fields
>
> 2)  It has no view properties so it in fact is more efficient.  There
> is no screen widgetry defined, there is less html in the page (think about
> it, if it is just hidden, it COULD be made visible so you have to define
> the widget, have html that describes it and positions it and cares for it
> and …. While if not in view it is NEVER possible to show it so there is no
> view definition at all.  It is lighter and if you have many of them, it
> does have a notable impact on the volume of html in the screen so it is
> more efficient)
>
>
> As has been noted this is NOT security, the field is still fully
> accessible to the user it is just not possible to show it on the screen
> from the mid-tier.  You can reference it through workflow and work with it
> programmatically like any other field.  If you don’t want the user to have
> access, control with PERMISSIONS not with hiding or making not in view.
>
>
>
> As a general suggestion, if a field is NEVER visible on the screen, I
> strongly suggest you have it not in view.  It reduces overhead and makes
> the system more efficient.  Only have things in view that have the
> possibility of being displayed under some condition.
>
>
>
> Doug Mueller
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Brittain, Mark
> *Sent:* Friday, November 18, 2016 12:23 PM
>
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ARS 9.1: Question about hiding fields
>
>
>
> **
>
> Dustin,
>
>
>
> A field that is not in the view does not appear in the Field menu for an
> Advanced Search. So this might be a good way to limit what users are
> searching on. Of course if you have a savy user they can always type the
> field name with quotes (e.g. ‘Wigit Name’) but I haven’t found anyone who
> does that.
>
>
>
> Mark
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG <arslist@ARSLIST.ORG>] *On Behalf Of *LJ
> LongWing
> *Sent:* Friday, November 18, 2016 3:02 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ARS 9.1: Question about hiding fields
>
>
>
> **
>
> Dustin,
>
> The main advantage is the fact that the field isn't taking up any screen
> real estate anywhere on the form.  The object still exists on the form, is
> still transferred to the client, so it's not a transport advantage, but the
> fact that the field's not cluttering up the display is a maintenance
> advantage :)
>
>
>
> On Fri, Nov 18, 2016 at 12:45 PM, Fawver, Dustin <faw...@mail.etsu.edu>
> wrote:
>
> **
>
> Greetings!
>
>
>
> During my analysis of workflow for the

Re: ARS 9.1: Question about hiding fields

2016-11-23 Thread Andrew Hicox

I would like to point something out, and maybe someone can tell me a better
way but ...

Especially on out of the box forms. This is without a doubt a tremendous
pain. Even though we shouldn't necessarily have to, a huge part of my day
to day as a remedy person is debugging out of the box code.

So here I am, tracing logs through, trying to figure out what's going on,
and I encounter a field that is hidden on an out of the box form, by virtue
of being in no view.

What kind of field is it? What are it's limits? Who has permission to it?
Is it display only, or is there a corresponding db column? What other
workflow touches it? Etc etc.

The only way I've found to get the answers to these kinds of questions is
to actually overlay the out of box form, JUST so that I can pull the dang
field into a view, so that I can inspect it I dev-studio.

Is there a better way I've been missing all this time? If not, can we
expect future versions of Dev-Studio to give us some sort of access to
no-view fields?

Thanks,

-Andy

On Tue, Nov 22, 2016 at 11:58 AM Mueller, Doug  wrote:

> **
>
> Dustin,
>
>
>
> A field that is “not in view” has multiple advantages:
>
>
>
> 1)  It is not in Field list dropdowns as noted so it is “more hidden”
> than other fields
>
> 2)  It has no view properties so it in fact is more efficient.  There
> is no screen widgetry defined, there is less html in the page (think about
> it, if it is just hidden, it COULD be made visible so you have to define
> the widget, have html that describes it and positions it and cares for it
> and …. While if not in view it is NEVER possible to show it so there is no
> view definition at all.  It is lighter and if you have many of them, it
> does have a notable impact on the volume of html in the screen so it is
> more efficient)
>
>
> As has been noted this is NOT security, the field is still fully
> accessible to the user it is just not possible to show it on the screen
> from the mid-tier.  You can reference it through workflow and work with it
> programmatically like any other field.  If you don’t want the user to have
> access, control with PERMISSIONS not with hiding or making not in view.
>
>
>
> As a general suggestion, if a field is NEVER visible on the screen, I
> strongly suggest you have it not in view.  It reduces overhead and makes
> the system more efficient.  Only have things in view that have the
> possibility of being displayed under some condition.
>
>
>
> Doug Mueller
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Brittain, Mark
> *Sent:* Friday, November 18, 2016 12:23 PM
>
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ARS 9.1: Question about hiding fields
>
>
>
> **
>
> Dustin,
>
>
>
> A field that is not in the view does not appear in the Field menu for an
> Advanced Search. So this might be a good way to limit what users are
> searching on. Of course if you have a savy user they can always type the
> field name with quotes (e.g. ‘Wigit Name’) but I haven’t found anyone who
> does that.
>
>
>
> Mark
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *LJ
> LongWing
> *Sent:* Friday, November 18, 2016 3:02 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ARS 9.1: Question about hiding fields
>
>
>
> **
>
> Dustin,
>
> The main advantage is the fact that the field isn't taking up any screen
> real estate anywhere on the form.  The object still exists on the form, is
> still transferred to the client, so it's not a transport advantage, but the
> fact that the field's not cluttering up the display is a maintenance
> advantage :)
>
>
>
> On Fri, Nov 18, 2016 at 12:45 PM, Fawver, Dustin 
> wrote:
>
> **
>
> Greetings!
>
>
>
> During my analysis of workflow for the migration to ARS 9.1, I have found
> that fields can be hidden in several ways.
>
>
>
> - Hidden explicitly by the field's properties
>
> - Placed in a panel page that the user doesn't not have permissions to.
>
> - Removed from the user's view
>
> - The field not being placed in any view
>
>
>
> I found some fields being referenced in workflow that existed on the form
> but that weren't in any views.  Are there any advantages or disadvantages
> to having a field that's not present in any view versus a field that is
> simply hidden?
>
>
>
> Thanks for your input.
>
>
>
> --Dustin Fawver
>
>
>
> HelpDesk Technician
>
> Information Technology Services
>
> East Tennessee State University
>
> faw...@etsu.edu
>
> _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: Node.js interface to ARS API?

2016-10-11 Thread Andrew Hicox

Yeah REST was my first inclination ... I mean you're in javascript already,
getting and putting json encoded messages on a network is obviously the
path of least resistance.

However. There are lots of things on the C API that aren't exposed via REST
... for instance, form/object definition stuff ... tunnelling direct sql to
the DB ... lots of things really. Not to mention the tremendous utility of
just being able to cut every other damn thing out of the equation and
connect directly to the arserver and do what needs to be done!

Having to pound out C when you need that stuff is a pain (and time
prohibative). Having the full(ish) API exposed in a scripting environment
is HUGE, and pretty much the only reason I still use Perl. And I do ...
literally every single day on the job. That toolkit is simply indispensable.

In fact, I can say without a doubt, that being able to pull that rabbit out
of my hat when needed, has pretty much made a career for me at this point.

However, Perl is old, and it is dying.

We need a new platform for this functionality (and if it's going to be a
community effort like ARSPerl, we need to attract younger developers to
keep it alive).

I strongly believe node.js is to 2016 as perl was to 1996. This is where
the action is, and it is where we need the ARS API to be.

Granted, the REST stuff is great. You shouldn't NEED the full on API to do
row operations, and this fills that gap nicely. You can do a whole lot with
it, no doubt.

However, sometimes you DO need the whole shebang, and having it at your
fingertips ... in the same environment where you have literally everything
else at your fingertips as well ...  from PDF renderers to full on GUI
frameworks like Cordova and Electron ...

Yes. I could do this myself, given enough time and redbull. But then I've
got to worry about it breaking on new releases and yadda yadda.

Really, it seems to me that it would be a brilliant move for BMC themselves
to publish an NPM module essentially porting the C API directly into node.js

Am I way out in lala land, or do others here agree? If there's interest, I
guess I could make a communities idea and hope it gets up votes enough to
get traction.

-Andy

On Oct 11, 2016 1:19 PM, "LJ LongWing" <lj.longw...@gmail.com> wrote:

> **
> Andy,
> As indicated by Thad, you should see in the near future interaction
> through Node.js into Remedy through the RestAPI.  So, not the C like you
> indicated, but with Rest, this will give you similar access to Remedy that
> the ARSPerl did, in that ARSPerl was more interested in interacting with
> Remedy records than anything else, and the RestAPI gives you complete
> access to the full CRUD capability for record management.
>
> On Tue, Oct 11, 2016 at 11:36 AM, Thad Esser <thad.es...@gmail.com> wrote:
>
>> **
>> Must be something in the air.  I just went through some introductory
>> node.js training yesterday.  The demo app they built used the http.get
>> method (https://nodejs.org/api/http.html) to call a REST API and showed
>> how to process the JSON that was returned.  ARS 9.x has a REST API (
>> https://docs.bmc.com/docs/display/public/ars91/BMC+Remedy+
>> AR+System+REST+API+overview), although I haven't worked with it
>> directly.
>>
>> Hopefully that helps in some way.
>>
>> Cheers,
>> Thad
>>
>> On Mon, Oct 10, 2016 at 7:18 PM, Andrew Hicox <and...@hicox.com> wrote:
>>
>>> ** Hello all,
>>>
>>> I know this is a little bit of a long shot, but my google-fu isn't
>>> turning up much.
>>> Does any one know of / have heard anything about hacking the ARS C API
>>> onto node.js (sort of like ARSPerl does for perl)?
>>>
>>> Lately I've been diving into node.js, and it occurs to me that I could
>>> pretty much replace a lot of my aging perl tools with snazzy new
>>> shenanigans ...
>>>
>>> -Andy
>>> _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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Node.js interface to ARS API?

2016-10-10 Thread Andrew Hicox

Hello all,

I know this is a little bit of a long shot, but my google-fu isn't turning
up much.
Does any one know of / have heard anything about hacking the ARS C API onto
node.js (sort of like ARSPerl does for perl)?

Lately I've been diving into node.js, and it occurs to me that I could
pretty much replace a lot of my aging perl tools with snazzy new
shenanigans ...

-Andy

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Re: Proper Case

2016-04-22 Thread Andrew Hicox

If you are using oracle

https://docs.oracle.com/cd/B19306_01/server.102/b14200/functions065.htm

As in

Select initcap('$fullname$') from dual

In a set - fields action.
On Apr 22, 2016 9:39 AM, "Rick Cook"  wrote:

> **
>
> You will have to sequence the string functions. Use one to identify the
> first character of each field, then another to ensure that the is upper
> case. Then the next one will ensure that the rest are lower case.
>
> Rick
> On Apr 22, 2016 7:35 AM, "Satya Miller"  wrote:
>
>> **
>> I could only find Upper and Lower.  Nothing about Proper Case.
>>
>> On Fri, Apr 22, 2016 at 9:22 AM, Rick Cook  wrote:
>>
>>> **
>>>
>>> The string functions should be able to do that.  Look in the appendix of
>>> your AR System documents.
>>>
>>> Rick
>>> On Apr 22, 2016 7:21 AM, "Satya Miller"  wrote:
>>>
 **
 Morning!

 I was hoping someone has an idea to help me with something.  I have a
 form that has two fields (First Name and Last Name) in it.  The data is not
 "clean."  I need to convert the data in these two fields to Proper Case.
 In other words, capitalize each word, or if possible even Capitalize
 correctly like O'Connell.  I searched the ARSList and the last suggestion
 was from 2005.  I was hoping there might be a better solution now.

 Thanks in advance for you help.
 _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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Log-style audit form. 'Log' field too short??

2015-09-02 Thread Andrew Hicox

Hi everyone,

Sorry if this is a dumb question, but the Log-style audit feature is not
something I've dealt with much until today.

My customer needed some additional fields on AST:AssetSupport. I added them
to an overerlay of underlying form (AST:AssetSupport_), with the audit
option set to "audit", then brought them into the join form
(AST:AssetSupport).

Everything looks ok up to here, but when I now try to update those fields,
I get an arerr #306 ... apparently 'Log' on CTR:AuditLogSystem is too short
(1000 chars), to contain a log where all of my new fields have values!

Also, it is apparently not possible to simply overlay CTR:AuditLogSystem
and set a longer limit on 'Log'.

Anyone have any ideas (other than just taking the audit option off the
fields -- which works, but isn't what I'm after)?

-Andy

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Re: Export definitions options == Bug or feature??

2015-08-12 Thread Andrew Hicox

 How big will an XML-export of ITSM get?

Huge. Around 800mb or so. But I wouldn't recommend exporting it all to the
same file :-)

For those purposes, I just use a separate script that queries all the
objects from the server and exports them to individual files.

Once you build a workflow cache like this, it's a seriously handy
resource. Especially in conjunction with grep :-)

-Andy
On Aug 12, 2015 1:50 PM, Misi Mladoniczky m...@rrr.se wrote:

 Hi Andrew,

 You are right, there are uses for the XML format.

 I have written perl parsers for the DEF format instead, as the XML format
 gave
 files that was too big. I am talking about complete exports of a whole
 system.
 How big will an XML-export of ITSM get?

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

 Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.

  Why use XML definition files?
  It just adds a tremendous amount of tags
  resulting in enormous files...
 
  Because it's awesome, that's why!
  I can extract (nearly all) the workflow and forms from an entire server
 and
  I can parse them with xpath.
 
  That is a HUGE capability. I've found and fixed some of the gnarliest
 bugs
  of my carreer doing just that.
 
  I don't give a hoot about the file size  (within reason). I DO care about
  being able to quickly write scripts to descend mountains of workflow and
  find exactly what I need, and even modify it without ever needing to
 write
  a custom parser.
 
  For instance ... say you've got a few hundred filters calling webservice
  endpoint A and that needs to be endpoint B now ... it's a snap with xml
  export and a perl script.
 
  -Andy
  DEF is great for purely importing and exporting  - XML is better for
 editing
  content manually. Personally I use XML on occasions I need to edit the
  definitions and DEF only if I intend to use it as is for import later
  without having to edit anything.
 
  Cheers
 
  Joe
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
  Sent: Wednesday, August 12, 2015 1:33 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Export definitions options == Bug or feature??
 
  Hi,
 
  Updating XML is much more complicated. On DEF files you can just append
  additional objects at the end.
 
  To update XML in a correct way you should parse and validate the complete
  XML-file before you add the extra content and save it to disc again. This
  would be a client exercise, and it would use a lot of memory and process
  power. I think that the creation of the XML is done on the server today
  which
  makes it even more complex to do.
 
  Why use XML definition files? It just adds a tremendous amount of tags
  resulting in enormous files...
 
  Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP
 2011)
 
  Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
  * RRR|License - Not enough Remedy licenses? Save money by optimizing.
  * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
  Find these products, and many free tools and utilities, at http://rrr.se
 .
 
  I was thinking the same thing. The increased challenge of exporting to
 xml
  vs how many people export to xml probably wasn't worth the effort.
 
  On Wed, Aug 12, 2015 at 9:16 AM, LJ LongWing lj.longw...@gmail.com
  wrote:
 
  **
  Joe,
  Consider it a feature :)
 
  First line of an XML def export is
 
  ?xml version=1.0 encoding=utf-8?root
 
  If appending more to the end, you can't add another ?xml in the middle
  because you feel like it, so you can't just 'append' the same way to an
  XML
  as you do to a defto append to an XML you would need to not put the
  same first line in what you are appending, and you would need to edit
 the
  original file and pull off the last line of '/root'...whereas when
  doing
  an append for regular def, you can just add things to the end...
 
  Sowhile none of this is saying that it couldn't be overcome and do
  appends on XMLit's not as straight forward and easy as def...so I
  guess
  they chose to design it this way, which makes it a feature :)
 
  On Wed, Aug 12, 2015 at 10:07 AM Joe D'Souza jdso...@shyle.net
 wrote:
 
  **
 
  If a feature I wonder what the benefit of it might be as I do not see
  one. Which makes me think it's a bug.
 
 
 
  If you select workflow objects to export, and select the export type
 as
  .DEF, all is good. You can export your objects  create the export
 file
  and
  then if you missed exporting some just select those, export again, and
  you
  get Append and Overwrite as two modes in which you can export so you
 can
  Append to your existing file. HOWEVER, if you

Re: Export definitions options == Bug or feature??

2015-08-12 Thread Andrew Hicox

 Why use XML definition files?
 It just adds a tremendous amount of tags
 resulting in enormous files...

Because it's awesome, that's why!
I can extract (nearly all) the workflow and forms from an entire server and
I can parse them with xpath.

That is a HUGE capability. I've found and fixed some of the gnarliest bugs
of my carreer doing just that.

I don't give a hoot about the file size  (within reason). I DO care about
being able to quickly write scripts to descend mountains of workflow and
find exactly what I need, and even modify it without ever needing to write
a custom parser.

For instance ... say you've got a few hundred filters calling webservice
endpoint A and that needs to be endpoint B now ... it's a snap with xml
export and a perl script.

-Andy
DEF is great for purely importing and exporting  - XML is better for editing
content manually. Personally I use XML on occasions I need to edit the
definitions and DEF only if I intend to use it as is for import later
without having to edit anything.

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Wednesday, August 12, 2015 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Export definitions options == Bug or feature??

Hi,

Updating XML is much more complicated. On DEF files you can just append
additional objects at the end.

To update XML in a correct way you should parse and validate the complete
XML-file before you add the extra content and save it to disc again. This
would be a client exercise, and it would use a lot of memory and process
power. I think that the creation of the XML is done on the server today
which
makes it even more complex to do.

Why use XML definition files? It just adds a tremendous amount of tags
resulting in enormous files...

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

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

 I was thinking the same thing. The increased challenge of exporting to xml
 vs how many people export to xml probably wasn't worth the effort.

 On Wed, Aug 12, 2015 at 9:16 AM, LJ LongWing lj.longw...@gmail.com
wrote:

 **
 Joe,
 Consider it a feature :)

 First line of an XML def export is

 ?xml version=1.0 encoding=utf-8?root

 If appending more to the end, you can't add another ?xml in the middle
 because you feel like it, so you can't just 'append' the same way to an
XML
 as you do to a defto append to an XML you would need to not put the
 same first line in what you are appending, and you would need to edit the
 original file and pull off the last line of '/root'...whereas when
doing
 an append for regular def, you can just add things to the end...

 Sowhile none of this is saying that it couldn't be overcome and do
 appends on XMLit's not as straight forward and easy as def...so I
guess
 they chose to design it this way, which makes it a feature :)

 On Wed, Aug 12, 2015 at 10:07 AM Joe D'Souza jdso...@shyle.net wrote:

 **

 If a feature I wonder what the benefit of it might be as I do not see
 one. Which makes me think it's a bug.



 If you select workflow objects to export, and select the export type as
 .DEF, all is good. You can export your objects  create the export file
and
 then if you missed exporting some just select those, export again, and
you
 get Append and Overwrite as two modes in which you can export so you can
 Append to your existing file. HOWEVER, if you choose to export your
 definitions as an XML, and later choose to export some more, you do not
get
 an Append option. So your only option is to select all the objects you
want
 to including what you missed, and then Overwrite.



 Is this a bug? Or claimed as a feature? If a feature, what is the
 benefit of this design?



 I noticed this on 8.1.2 but something tells me it might have been a
 pre-existing bug or feature since the inception of export formats as
.xml.



 Cheers



 Joe
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Call AI job from workflow?

2015-08-03 Thread Andrew Hicox

Hi everyone,

I have a requirement to create a user interface whereby a spreadsheet is
uploaded as an attachment, and used as an input to an atrium integrator job
that will import/mangle data appropriately.

Offhand, it seems like this ought  to be possible. I suspect I could use a
clever run-process to copy the attachment into a temp directory and have AI
pick it up from there.

However, I need some way of not only triggering the AI job in real time
from workflow, but I also need a way to send a variable into the job at
runtime (i.e. process this specific filename right  now). Also (ideally)
I'd need some way of capturing exceptions from AI and displaying a sensible
error message to the user (missing required data, bad spreadsheet
format, etc etc).

Has anyone here ever attempted this sorta thing? If so, any pointers?

-Andy

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Re: Call AI job from workflow?

2015-08-03 Thread Andrew Hicox

Aah yeah, I found this in the documentation, so it looks like the way to
trigger an AI job is basically to push the right values into Application
Pending (at least on 8.1.01):

https://docs.bmc.com/docs/display/public/ac81/Setting+up+event-driven+jobs+in+Atrium+Integrator

I think from there, I can probably watch the various log forms
(UDM:TransformationLog, UDM:StepLog etc) to try and catch errors, status,
etc. Though identifying MY specific job versus any other random job that
might be running at the time ... I'm not quite clear on that (yet), but
really what I'm struggling with now, is how to send a variable into
the AI job.

Just one would do. If I could send a GUID or something into the job, that'd
be good enough to glue everything together (for instance I can use the GUID
to reach back into the DB and find my attachment filename, identify my logs
from all the others, etc). Thing is ... so far ... I just don't see a way
to do something like that, but maybe I'm just barking up the wrong tree and
there's a right way to do this?

I see a few suspiciously extra fields on Application Pending ('Field 1',
'Field 2', 'Other Short', 'Other Long', etc). That is certainly the sort of
thing I'd put on a form to send arguments to a job, but as to how
specifically these are used (if at all) ... God, it's just anyone's guess
because there's absolutely zippy mention in the documentation (that I can
find at least).

Any more help out there? LOL :-)

thanks everyone!

-Andy

On Mon, Aug 3, 2015 at 11:28 AM, Rick Cook remedyr...@gmail.com wrote:

I've done it, though my memory is fuzzy on the details. Basically, when
you schedule your AI job, it creates a record in a form. The form name
depends on the version of AI, but it's in the docs.

You can have workflow look for records matching your criteria entering
that form, and do what you want with it.

Rick
On Aug 3, 2015 8:04 AM, Andrew Hicox and...@hicox.com wrote:

Hi everyone,

I have a requirement to create a user interface whereby a spreadsheet is
uploaded as an attachment, and used as an input to an atrium integrator job
that will import/mangle data appropriately.

Offhand, it seems like this ought to be possible. I suspect I could use
a clever run-process to copy the attachment into a temp directory and have
AI pick it up from there.

However, I need some way of not only triggering the AI job in real time
from workflow, but I also need a way to send a variable into the job at
runtime (i.e. process this specific filename right now). Also (ideally)
I'd need some way of capturing exceptions from AI and displaying a sensible
error message to the user (missing required data, bad spreadsheet
format, etc etc).

Has anyone here ever attempted this sorta thing? If so, any pointers?

-Andy
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Re: Call AI job from workflow?

2015-08-03 Thread Andrew Hicox

Thanks for the pointers everyone!
I'm still a long way from getting this working, however I think I'm on the
right track now.

For those who may be interested, here's some interesting things I've found
so far:

1) there is a (very convoluted, yet apparently working) example of this
sort of thing already in the OOB code if you have SRM installed.
Check out the workflow on

*SRS:ImportExportConsole*
2) contrary to the documentation, you do NOT need to create a Job, you can
call transformations directly from workflow.
As Jarl pointed out, you can do this by pushing data into *UDM:Execution*
(though I suspect you still need Job if you want to use *Application
Pending*)

3) The way you can send variables (i.e. Parameters in Pentaho-land) into
an AI Job or Transformation is via the *UDM:Variable* form.
The *Name* field corresponds to the *Parameter* (in Spoon, right-click,
select Job Properties or Transformation Properties, these are defined
in the Parameters tab)
The *Value *field is the value you want to set on the parameter.
And this is apparently what *'Variable Set Name'* is for on *UDM:Execution*,
and *UDM:ExecutionInstance* ... you send a GUID on this to *UDM:Variables*,
as well as to *UDM:Execution*, and that's how it binds these specific
variables to the job or transformation you're executing (this field is
missing from *Application Pending*, so I've got no idea how you can send
parameters into a job from that form).

thanks again everyone. I'll keep the thread updated as I figure this out
(for future googling posterity if nothing else).

-Andy

On Mon, Aug 3, 2015 at 1:20 PM, Jarl Grøneng jarl.gron...@gmail.com wrote:

**
Hi.

Push to the UDM:Execution form:
Directory: your AI job directory
Log Level: Minimal
Type: Job
Operation: Start
Carte ObjectID: execution instance name (grab the name from
UDM:ExecutionInstance)
Name: AI job name

Not sure about parameteters, but take a look at the Variable Set Name
field.

Logging, take a look at:
UDM:StepLog
UDM:TransformationLog
UDM:JobEntryLog
UDM:JobLog
UDM:ExecutionStatus

--
J

2015-08-03 18:46 GMT+02:00 Andrew Hicox and...@hicox.com:

**
Aah yeah, I found this in the documentation, so it looks like the way to
trigger an AI job is basically to push the right values into Application
Pending (at least on 8.1.01):

https://docs.bmc.com/docs/display/public/ac81/Setting+up+event-driven+jobs+in+Atrium+Integrator

Just one would do. If I could send a GUID or something into the job,
that'd be good enough to glue everything together (for instance I can use
the GUID to reach back into the DB and find my attachment filename,
identify my logs from all the others, etc). Thing is ... so far ... I just
don't see a way to do something like that, but maybe I'm just barking up
the wrong tree and there's a right way to do this?

I see a few suspiciously extra fields on Application Pending ('Field
1', 'Field 2', 'Other Short', 'Other Long', etc). That is certainly the
sort of thing I'd put on a form to send arguments to a job, but as to how
specifically these are used (if at all) ... God, it's just anyone's guess
because there's absolutely zippy mention in the documentation (that I can
find at least).

Any more help out there? LOL :-)

thanks everyone!

-Andy

On Mon, Aug 3, 2015 at 11:28 AM, Rick Cook remedyr...@gmail.com wrote:

I've done it, though my memory is fuzzy on the details. Basically, when
you schedule your AI job, it creates a record in a form. The form name
depends on the version of AI, but it's in the docs.

You can have workflow look for records matching your criteria entering
that form, and do what you want with it.

Rick
On Aug 3, 2015 8:04 AM, Andrew Hicox and...@hicox.com wrote:

Hi everyone,

I have a requirement to create a user interface whereby a spreadsheet
is uploaded as an attachment, and used as an input to an atrium integrator
job that will import/mangle data appropriately.

Offhand, it seems like this ought to be possible. I suspect I could
use a clever run-process to copy the attachment into a temp directory and
have AI pick it up from there.

Has anyone here ever attempted this sorta thing? If so, any pointers?

-Andy

Overlay on AST:BaseElement

2015-07-28 Thread Andrew Hicox

Hi everyone.

Does anyone out there know of good reasons NOT to overlay AST:BaseElement?

The short story is that I need to see 'LastScanDate' from
BMC.CORE:BMC_BaseElement, along side my asset data.

AST:BaseElement seems like the natural place to do this, since it joins
AST:Attributes and BMC.CORE:BMC_BaseElement. All I should need to do is
create an overlay and bring in 'LastScanDate' from BMC.CORE:BMC_BaseElement
... super easy.

And in fact, I have done this on my dev box, and it SEEMS ok, but then I
got to thinking about it ...

In the past, I made the horrendous mistake of overlaying
BMC.CORE:BMC_BaseElement, and THAT truely hosed my system on upgrade (even
though I deleted the overlay prior to upgrading). I'd hate to stumble into
that sort of minefield again.

A quick search on communities didn't seem to turn up a whole lot, so I
thought I'd ask here.

Anyone have experience overlaying AST:BaseElement? Did it work out for you?
Cause nightmares?

Thanks eveyone

-Andy

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Re: Field HTML Contents to Text Attachment

2015-06-25 Thread Andrew Hicox

This is a slightly different approach that I recently discovered, that
kinda sorta does the same thing.

IF you have an HTML document in a char field, AND IF your intention is to
render that HTML for the user (for instance, by using a set-fields action
to place the HTML document in an iFrame (oops 'View Field' in remedy-land)
... AND IF, what your users REALLY want is just a way to export that HTML
document into something they can edit and/or save (for instance Word,
Excel, Txt, etc) ...

Well then, I have a pretty darn cool trick for you:

   1. Include the jQuery javascript library in your HTML document header

   the Mid-Tier itself actually already has a copy of this library that it
   uses for it's own purposes. Unfortunately, I've not figured out any decent
   way of creating a static link to it for the purposes of constructing an
   HTML include, it's just too much of a mess, and Mid-tier doesn't seem to
   want to serve files anyhow, unless you go and hack around in the tomcat
   config. For that reason, I usually just include it straight from google
   (like pretty much everyone else on the internet):


* script
   src=https://ajax.googleapis.com/ajax/libs/jquery/2.1.3/jquery.min.js
   https://ajax.googleapis.com/ajax/libs/jquery/2.1.3/jquery.min.js/script
   *
   2. Include the FileSaver jQuery plugin

   It is available here
*https://github.com/eligrey/FileSaver.js
   https://github.com/eligrey/FileSaver.js *Unfortunately, there's no
   public CDN the likes of which google puts out for jQuery, however, there's
   a brute force way around that. Just download the js file, remove the line
   breaks, and insert it into your HTML document, like so:



*script type=text/javascriptvar saveAs=saveAs||undefined!=typeof
   
navigatornavigator.msSaveOrOpenBlobnavigator.msSaveOrOpenBlob.bind(navigator)||function(e){use
   strict;if(undefined==typeof navigator||!/MSIE
   [1-9]\./.test(navigator.userAgent)){var t=e.document,n=function(){return
   e.URL||e.webkitURL||e},o=t.createElementNS(http://www.w3.org/1999/xhtml
   http://www.w3.org/1999/xhtml,a),r=downloadin o,i=function(n){var
   
o=t.createEvent(MouseEvents);o.initMouseEvent(click,!0,!1,e,0,0,0,0,0,!1,!1,!1,!1,0,null),n.dispatchEvent(o)},a=e.webkitRequestFileSystem,c=e.requestFileSystem||a||e.mozRequestFileSystem,s=function(t){(e.setImmediate||e.setTimeout)(function(){throw
   t},0)},u=application/octet-stream,f=0,d=500,l=function(t){var
   o=function(){string==typeof
   
t?n().revokeObjectURL(t):t.remove()};e.chrome?o():setTimeout(o,d)},v=function(e,t,n){t=[].concat(t);for(var
   o=t.length;o--;){var r=e[on+t[o]];if(function==typeof
   r)try{r.call(e,n||e)}catch(i){s(i)}}},p=function(t,s){var
   d,p,w,y=this,m=t.type,S=!1,h=function(){v(y,writestart progress write
   writeend.split(
   
))},O=function(){if((S||!d)(d=n().createObjectURL(t)),p)p.location.href=d;else{var
   o=e.open(d,_blank);void 0==oundefined!=typeof
   
safari(e.location.href=d)}y.readyState=y.DONE,h(),l(d)},b=function(e){return
   function(){return y.readyState!==y.DONE?e.apply(this,arguments):void
   0}},g={create:!0,exclusive:!1};return
   
y.readyState=y.INIT,s||(s=download),r?(d=n().createObjectURL(t),o.href=d,o.download=s,i(o),y.readyState=y.DONE,h(),void
   
l(d)):(/^\s*(?:text\/(?:plain|xml)|application\/xml|\S*\/\S*\+xml)\s*;.*charset\s*=\s*utf-8/i.test(t.type)(t=new
   
Blob([,t],{type:t.type})),e.chromemm!==u(w=t.slice||t.webkitSlice,t=w.call(t,0,t.size,u),S=!0),adownload!==s(s+=.download),(m===u||a)(p=e),c?(f+=t.size,void
   c(e.TEMPORARY,f,b(function(e){e.root.getDirectory(saved,g,b(function(e){var
   
n=function(){e.getFile(s,g,b(function(e){e.createWriter(b(function(n){n.onwriteend=function(t){p.location.href=e.toURL(),y.readyState=y.DONE,v(y,writeend,t),l(e)},n.onerror=function(){var
   e=n.error;e.code!==e.ABORT_ERRO()},writestart progress write
   abort.split(
   
).forEach(function(e){n[on+e]=y[on+e]}),n.write(t),y.abort=function(){n.abort(),y.readyState=y.DONE},y.readyState=y.WRITING}),O)}),O)};e.getFile(s,{create:!1},b(function(e){e.remove(),n()}),b(function(e){e.code===e.NOT_FOUND_ERR?n():O()}))}),O)}),O)):void
   O())},w=p.prototype,y=function(e,t){return new p(e,t)};return
   w.abort=function(){var
   
e=this;e.readyState=e.DONE,v(e,abort)},w.readyState=w.INIT=0,w.WRITING=1,w.DONE=2,w.error=w.onwritestart=w.onprogress=w.onwrite=w.onabort=w.onerror=w.onwriteend=null,y}}(undefined!=typeof
   selfself||undefined!=typeof
   windowwindow||this.content);undefined!=typeof
   modulemodule.exports?module.exports.saveAs=saveAs:undefined!=typeof
   definenull!==definenull!=define.amddefine([],function(){return
   saveAs});/script *
   3. Not necessarily required, but my users specifically wanted Microsoft
   Word export, so this handy library is what I used:

*https://github.com/markswindoll/jQuery-Word-Export
   https://github.com/markswindoll/jQuery-Word-Export *
   again, I just downloaded the js file, stripped the line breaks and
   manually inserted it into my

Re: 911: Upgrade to 8.1.2

2015-05-19 Thread Andrew Hicox

Check migrator's preferences.
Tools - Options- Required Objects ...
If you haven't already,  you would need to turn off most, if not all of
these options, to disable the behavior you're talking about ...

-Andy
On May 19, 2015 11:22 AM, KathyMorris kathymorris...@aol.com wrote:

 **

 Thanks LJ.



 Our admin created a Custom Form A in 7.0.3 ITSM that is associated with
 the OOB Help Desk form in 7.0.3.

 Is there any reason why when I use Remedy Migrator 8.1.2 to migrate the
 Custom Form A – the tool brings all the related forms associated with Help
 Desk plus the Custom Form A? In Remedy Migrator, I checked the box to
 migrate “form only” ?  Every time I check form only, Migrator migrates all
 the related objects.







 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
 *Sent:* Tuesday, May 19, 2015 12:07 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: 911: Upgrade to 8.1.2



 **

 The delta data tool migrated data, not forms/workflow

 On May 19, 2015 9:59 AM, KathyMorris kathymorris...@aol.com wrote:

 **

 Hi all,



 When upgrading from AR System 7.5 /ITSM 7.0.3, oracle 11 G – we are
 running into some challenges bringing the forms/AL/Filters over.

 When using Remedy Migrator 8.1.2, I do not want to bring the related
 objects – I just wanted to migrate about 10 custom forms that we built in
 7.0.3.  Therefore I checked “form only”, however all of the related objects
 migrated over also, which wiped out important workflow.  With the Delta
 Data Migration tool, I am not finding enough documentation.  Perhaps I
 missed the URL for this.  With the Delta Data tool, can I bring over the
 objects without wiping out the related workflow?



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Re: Atrium integrator AROutput detects bogus field length violation?

2015-04-30 Thread Andrew Hicox

Yeah double byte chars was my first guess too. The problem, is that I don't
see anything like that in the log. Of course,  like I said, could just be
some non-printable trash, then I'd never see it.

In any other programming environment,  I'd put a filter on the input to
catch trash like that and discard it, but I don't see anything at all in
spoon that'd let me do that.

Anyone out there know how to do that sort of thing with spoon?

I guess my work-around here, is just have AI write to clobs all the time on
bogus landing forms, use workflow to truncate the values, then send it off
to where it really needs to go?

Is that really how everyone else is dealing with this? I have to be missing
something ... this seems too fishy ...

Thanks everyone,

Andy
On Apr 30, 2015 12:39 AM, laurent matheo lm...@me.com wrote:

 **
 Happened to me as well importing files (especially with DMT in 7.6.04),
 but most of the time is was due to database server being in Unicode and
 importing special characters (like accents) which take 2 bytes to be stored
 in database for example rather than 1 byte:
 « Tête » needs 5 bytes in Unicode for example. So if you have a 4 char
 character field it wouldn’t fit (well if not « byte » type in dev studio in
 which case it « just » double the char length in database if memory serves).



 Le 30 avr. 2015 à 07:10, Jarl Grøneng jarl.gron...@gmail.com a écrit :

 **

 I have seen similar, but I have not have time to invesitgate it.

 Importing approx 200 records from a csv file, and 4 of them failes with
 ARERR 306.

 --
 J

 2015-04-30 0:02 GMT+02:00 Andrew Hicox and...@hicox.com:

 **

 Hi everyone,

 I know this isn't strictly ARS, but I thought I'd ask here.

 AI has me pulling my hair out, and at this rate, I'll be bald by friday.

 I have a pretty basic job. It queries an ldap server and writes what it
 finds into a landing form.

 Because the data on the ldap server is pretty dirty, I'm using the
 Strings cut node to truncate all the data so it'll fit in my fields.

 And indeed this seems to work. Until it doesn't work.

 The log shows that ARERR 306 is encountered,  because I've tried to set a
 too-long value on a field and it gives me the field id.

 Sure enough,  I am truncating the data mapped to that field to the length
 of the field.

 I think, well maybe the indexing isn't really as advertised, so I
 truncate the field to 1 less char than the max length of the field. No
 good. What the hell, I go for 2 less. Still no good.

 I insert a write to log right before the AROutput step just to verify,
 and yes indeed,  there is not one value too long going into the AROutput.

 Ok, so maybe some workflow on the server is doing it? Nope! Disabled all
 the workflow, and just to be damn sure, I checked the skip workflow
 processing check box on the AROutput node.

 still throws the error.

 Ok, just to be sure, turned on filter logging. Not a darn thing firing.
 The arserver does not seem to be throwing the error!

 Ok. In desperation, I set 0 length on the field in question. Boom, it
 works.

 So after the job is done, I check to see what the longest value that got
 wrote to that field was.

 It is, exactly as it should be. Nothing longer than the max length set on
 Strings cut ... which is to say, two characters less than the previous
 length of the field.

 What the hell?

 Only thing I can think of is maybe there's some kinda garbage
 non-printable ascii on the input that throws kettle's length detection for
 a loop? If so, I don't really see any kind of charset conversion or
 anything I could use to filter it.

 I'm on 8.1.01 ... anyone ever run into anything like this before?

 -Andy
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Re: Atrium integrator AROutput detects bogus field length violation?

2015-04-30 Thread Andrew Hicox

The job is writing to a custom form.

As far as I can tell, Strings cut is doing the job I asked it to do, as
evidenced by the fact that the value is truncated both in the log, and (if
you set the field length to 0) in the resulting field value.

The problem seems really to be with AROutput. The server does not log the
field length exception,  as if the server never actually receives it. It
seems like AROutput must have an internal field length validation,  that
is generating bogus exceptions.

Anyone know if this is a known bug, perhaps fixed in 8.1.02?

Been looking, but don't see an SW# for it on the bmc site (yet)

Andy
 On Apr 30, 2015 1:59 PM, Jayesh jhpancha...@gmail.com wrote:

 **
 Hi,

 The field is OOTB or custom?

 Actually I m not at my desk so couldn't check the exact option but we do
 have Many options in String Operations transform to modify the string
 values. Have you checked there?

 You can use java in spoon  to modify the character set or set the default
 character set of input stream and write it to output stream  I guess if you
 are really thinking its the issue.
 --
 From: Andrew Hicox and...@hicox.com
 Sent: ‎30-‎04-‎2015 07:05 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Atrium integrator AROutput detects bogus field length
 violation?

 **

 Yeah double byte chars was my first guess too. The problem, is that I
 don't see anything like that in the log. Of course,  like I said, could
 just be some non-printable trash, then I'd never see it.

 In any other programming environment,  I'd put a filter on the input to
 catch trash like that and discard it, but I don't see anything at all in
 spoon that'd let me do that.

 Anyone out there know how to do that sort of thing with spoon?

 I guess my work-around here, is just have AI write to clobs all the time
 on bogus landing forms, use workflow to truncate the values, then send it
 off to where it really needs to go?

 Is that really how everyone else is dealing with this? I have to be
 missing something ... this seems too fishy ...

 Thanks everyone,

 Andy
 On Apr 30, 2015 12:39 AM, laurent matheo lm...@me.com wrote:

 **
 Happened to me as well importing files (especially with DMT in 7.6.04),
 but most of the time is was due to database server being in Unicode and
 importing special characters (like accents) which take 2 bytes to be stored
 in database for example rather than 1 byte:
 « Tête » needs 5 bytes in Unicode for example. So if you have a 4 char
 character field it wouldn’t fit (well if not « byte » type in dev studio in
 which case it « just » double the char length in database if memory serves).



 Le 30 avr. 2015 à 07:10, Jarl Grøneng jarl.gron...@gmail.com a écrit :

 **

 I have seen similar, but I have not have time to invesitgate it.

 Importing approx 200 records from a csv file, and 4 of them failes with
 ARERR 306.

 --
 J

 2015-04-30 0:02 GMT+02:00 Andrew Hicox and...@hicox.com:

 **

 Hi everyone,

 I know this isn't strictly ARS, but I thought I'd ask here.

 AI has me pulling my hair out, and at this rate, I'll be bald by friday.

 I have a pretty basic job. It queries an ldap server and writes what it
 finds into a landing form.

 Because the data on the ldap server is pretty dirty, I'm using the
 Strings cut node to truncate all the data so it'll fit in my fields.

 And indeed this seems to work. Until it doesn't work.

 The log shows that ARERR 306 is encountered,  because I've tried to set
 a too-long value on a field and it gives me the field id.

 Sure enough,  I am truncating the data mapped to that field to the
 length of the field.

 I think, well maybe the indexing isn't really as advertised, so I
 truncate the field to 1 less char than the max length of the field. No
 good. What the hell, I go for 2 less. Still no good.

 I insert a write to log right before the AROutput step just to verify,
 and yes indeed,  there is not one value too long going into the AROutput.

 Ok, so maybe some workflow on the server is doing it? Nope! Disabled all
 the workflow, and just to be damn sure, I checked the skip workflow
 processing check box on the AROutput node.

 still throws the error.

 Ok, just to be sure, turned on filter logging. Not a darn thing firing.
 The arserver does not seem to be throwing the error!

 Ok. In desperation, I set 0 length on the field in question. Boom, it
 works.

 So after the job is done, I check to see what the longest value that got
 wrote to that field was.

 It is, exactly as it should be. Nothing longer than the max length set
 on Strings cut ... which is to say, two characters less than the previous
 length of the field.

 What the hell?

 Only thing I can think of is maybe there's some kinda garbage
 non-printable ascii on the input that throws kettle's length detection for
 a loop? If so, I don't really see any kind of charset conversion or
 anything I could use to filter it.

 I'm on 8.1.01 ... anyone ever run into anything like this before

Atrium integrator AROutput detects bogus field length violation?

2015-04-29 Thread Andrew Hicox

Hi everyone,

I know this isn't strictly ARS, but I thought I'd ask here.

AI has me pulling my hair out, and at this rate, I'll be bald by friday.

I have a pretty basic job. It queries an ldap server and writes what it
finds into a landing form.

Because the data on the ldap server is pretty dirty, I'm using the Strings
cut node to truncate all the data so it'll fit in my fields.

And indeed this seems to work. Until it doesn't work.

The log shows that ARERR 306 is encountered,  because I've tried to set a
too-long value on a field and it gives me the field id.

Sure enough,  I am truncating the data mapped to that field to the length
of the field.

I think, well maybe the indexing isn't really as advertised, so I
truncate the field to 1 less char than the max length of the field. No
good. What the hell, I go for 2 less. Still no good.

I insert a write to log right before the AROutput step just to verify,
and yes indeed,  there is not one value too long going into the AROutput.

Ok, so maybe some workflow on the server is doing it? Nope! Disabled all
the workflow, and just to be damn sure, I checked the skip workflow
processing check box on the AROutput node.

still throws the error.

Ok, just to be sure, turned on filter logging. Not a darn thing firing. The
arserver does not seem to be throwing the error!

Ok. In desperation, I set 0 length on the field in question. Boom, it works.

So after the job is done, I check to see what the longest value that got
wrote to that field was.

It is, exactly as it should be. Nothing longer than the max length set on
Strings cut ... which is to say, two characters less than the previous
length of the field.

What the hell?

Only thing I can think of is maybe there's some kinda garbage non-printable
ascii on the input that throws kettle's length detection for a loop? If so,
I don't really see any kind of charset conversion or anything I could use
to filter it.

I'm on 8.1.01 ... anyone ever run into anything like this before?

-Andy

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Re: Atrium integrator AROutput detects bogus field length violation?

2015-04-29 Thread Andrew Hicox

Sorry, I'm a bit of a n00b when it comes to atrium integrator.

Are the ARS functions like left(), etc available in spoon? As far as I
could tell, they aren't ... but I'm maybe not looking in the right place?

It seems like the error is thrown before the transaction is ever sent to
the arserver, though I could be wrong on that.

In any case ... the strangest thing about it is that you get the error if
the field's length is 50, even though the job truncates the value to 48
chars before ever sending it to the arserver.

If you change the field' s length to 0 it works. But then it never writes
anything longer than 48 chars to the now unlimited length field.

either I'm using the tool wrongly ... which I strongly suspect ... or maybe
this is a known bug ... but this seems pretty darn basic for nobody else to
have run into it yet.

-Andy
 On Apr 29, 2015 5:07 PM, LJ LongWing lj.longw...@gmail.com wrote:

 **

 Andy,
 You could try setting a file on the field to do a left() to see if that
 let's it through
 On Apr 29, 2015 4:02 PM, Andrew Hicox and...@hicox.com wrote:

 **

 Hi everyone,

 I know this isn't strictly ARS, but I thought I'd ask here.

 AI has me pulling my hair out, and at this rate, I'll be bald by friday.

 I have a pretty basic job. It queries an ldap server and writes what it
 finds into a landing form.

 Because the data on the ldap server is pretty dirty, I'm using the
 Strings cut node to truncate all the data so it'll fit in my fields.

 And indeed this seems to work. Until it doesn't work.

 The log shows that ARERR 306 is encountered,  because I've tried to set a
 too-long value on a field and it gives me the field id.

 Sure enough,  I am truncating the data mapped to that field to the length
 of the field.

 I think, well maybe the indexing isn't really as advertised, so I
 truncate the field to 1 less char than the max length of the field. No
 good. What the hell, I go for 2 less. Still no good.

 I insert a write to log right before the AROutput step just to verify,
 and yes indeed,  there is not one value too long going into the AROutput.

 Ok, so maybe some workflow on the server is doing it? Nope! Disabled all
 the workflow, and just to be damn sure, I checked the skip workflow
 processing check box on the AROutput node.

 still throws the error.

 Ok, just to be sure, turned on filter logging. Not a darn thing firing.
 The arserver does not seem to be throwing the error!

 Ok. In desperation, I set 0 length on the field in question. Boom, it
 works.

 So after the job is done, I check to see what the longest value that got
 wrote to that field was.

 It is, exactly as it should be. Nothing longer than the max length set on
 Strings cut ... which is to say, two characters less than the previous
 length of the field.

 What the hell?

 Only thing I can think of is maybe there's some kinda garbage
 non-printable ascii on the input that throws kettle's length detection for
 a loop? If so, I don't really see any kind of charset conversion or
 anything I could use to filter it.

 I'm on 8.1.01 ... anyone ever run into anything like this before?

 -Andy
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Re: How to - Remove all Overlays from a Form

2015-04-28 Thread Andrew Hicox

 this.



 But until that becomes a reality, just know that when you are in the best
 practice mode, the deletion of base objects is not allowed by the tool. So
 there is nothing to fear there.



 It’s only when you switch the mode to Base Development that you risk
 loosing stuff.



 As a practice, YOU SHOULD NEVER be in the Base Development mode if you are
 using ITSM or any of the OTB Remedy applications. It offers you no benefit
 at all to be in the Base Development mode, UNLESS you are on one of the
 following exceptional cases:

 1)   Fixing a bug in the base object with BMC Remedy Support
 recommending that fix. So if you do not want to unnecessarily create an
 overlay because BMC Support explicitly tells you that they will be fixing
 that in an upcoming patch or release, feel free to modify the base object.

 2)   For whatever reason best known to you, you are in the need of
 creating a new base object which you know will not interfere with BMC
 developed objects because of the way your object is named (names using a
 prefix that identify your company, etc.)



 There is no other reason why you should be using the Base Development mode
 in my opinion. If you do so, you are violating one basic assumption BMC is
 making in order to make your upgrades an easier experience.



 An easy way to differentiate between the Best Practice mode and the Base
 Development mode is the message that occupies the bar below the menu bar
 that states that “All customization done in the Base Development mode might
 be lost during upgrade.” If you see that message which occupies a visible
 and significant area, you are in a mode that is not recommended. Switch out.



 Joe


  --

 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Jason
 Miller
 *Sent:* Monday, April 27, 2015 4:24 PM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: How to - Remove all Overlays from a Form



 **

 especially if your users are point-blank telling you it matters



 I think that is what I find the most humours (in a not so funny way). Here
 are numerous users relaying our experience, thoughts and feelings here and
 are told it is fine as is. For a BMC engineer, yes maybe. Real-world people
 using the tool, not so much.



 Any one of us that builds home-grown apps or customizations (extends) ITSM
 has come up with a great solution in the past; something that makes
 complete sense to us. But then roll it out and the users don't seem to see
 it the same way we do.



 This is one of those situations. The designers/developers of a tool do not
 see the tool the same way as users, they just don't. Developer/designers
 are in too deep and have too much understanding of beneath the covers. With
 that level of knowledge of a tool, yes it makes sense. But your users don't
 and will likely never lave that level of knowledge about the tool.



 I like your description litany of little terrors. Have you ever noticed
 IT people/developers so damn gunshy to give a response. They have been beat
 too many times and live in terror. Give the wrong answer and you will be
 beat. After a decade or two (probably much less) it really does change a
 person.



 Jason



 On Mon, Apr 27, 2015 at 11:23 AM, Andrew Hicox and...@hicox.com wrote:

 **

 Yes indeed!

 Holy moley, having to click delete on a core form on production server
 during a maintenance window, with absolutely zero indication in the GUI
 that you are not, in fact, deleting and/or fouling the form ... especially
 if the GUI behaves as if that is exactly what you have just done ... right
 down to pausing and going unresponsove for a very long time ... while
 simultaneously knowing that your ability to continue supporting your family
 may well be on the line ... and especially if you have lived through
 legitimately making that mistake in the past (I have, it wasn't pleasent)
 ... look ...

 It borders on psychological abuse, and I'm really not joking about that.

 Poorly designed industrial tools injure their users all the time. since
 the injuries are physical, they are hard to ignore, hence there are
 regulatory agencies like OSHA, etc.

 There is no such thing to protect IT workers, but I am of the opinion that
 the litany of little terrors that exist in our world like this, do take a
 toll after the decades we spend enduring them.

 Bottom line: be considerate to your users. Everything matters, especially
 if your users are point-blank telling you it matters.

 -Andy

 On Apr 27, 2015 12:57 PM, Jason Miller jason.mil...@gmail.com wrote:

 **

 Thanks Lisa!



 I understand the logic the BMC dev team is using however now that people
 have some real-world experience working overlays there are enough people
 pointing out their discomfort in the verbiage delete meaning delete
 overlay and delete base. As Lisa pointed out there are times where we work
 in base mode and if for whatever reason we forget we

Re: How to - Remove all Overlays from a Form

2015-04-27 Thread Andrew Hicox

Yes indeed!

Holy moley, having to click delete on a core form on production server
during a maintenance window, with absolutely zero indication in the GUI
that you are not, in fact, deleting and/or fouling the form ... especially
if the GUI behaves as if that is exactly what you have just done ... right
down to pausing and going unresponsove for a very long time ... while
simultaneously knowing that your ability to continue supporting your family
may well be on the line ... and especially if you have lived through
legitimately making that mistake in the past (I have, it wasn't pleasent)
... look ...

It borders on psychological abuse, and I'm really not joking about that.

Poorly designed industrial tools injure their users all the time. since the
injuries are physical, they are hard to ignore, hence there are regulatory
agencies like OSHA, etc.

There is no such thing to protect IT workers, but I am of the opinion that
the litany of little terrors that exist in our world like this, do take a
toll after the decades we spend enduring them.

Bottom line: be considerate to your users. Everything matters, especially
if your users are point-blank telling you it matters.

-Andy
 On Apr 27, 2015 12:57 PM, Jason Miller jason.mil...@gmail.com wrote:

 **
 Thanks Lisa!

 I understand the logic the BMC dev team is using however now that people
 have some real-world experience working overlays there are enough people
 pointing out their discomfort in the verbiage delete meaning delete
 overlay and delete base. As Lisa pointed out there are times where we work
 in base mode and if for whatever reason we forget we are in base (I am sure
 I am not the only person that gets distracted mid-development and have to
 remember where I left off) and delete something, then we may have just
 ruined our whole day, week or even maybe our employment situation (if we
 were in production).

 If the logic is that a customer should never be in base mode then why can
 we switch to base mode? Because there are valid use cases for being in base
 mode. Therefore there is a valid use case for having different verbiage.

 I was at BMC's office last month and talking with some of the ITSM
 developers they pointed out they have to opposite problem we have with
 overlays. Their normal day is to work in base mode. If they start to
 develop a feature, patch, enhancement and don't realize they are in best
 practice they have to go back into base and rebuild their changes in base
 (ok, ultimately I wouldn't be surprised if they have some kind of merge
 tool). If the delete verbiage was different between base and best practice
 it would be one more visual indicator of oh crap, I am in the wrong mode.

 Jason

 On Mon, Apr 27, 2015 at 9:44 AM, Kemes, Lisa A DLA CTR INFORMATION
 OPERATIONS lisa.kemes@dla.mil wrote:

 Created new idea if you would like to vote for it:

 https://communities.bmc.com/ideas/10022

 Thanks everyone!

 Lisa

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Harsh
 Sent: Monday, April 27, 2015 10:46 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: How to - Remove all Overlays from a Form

 **

 Yes William,

 Sometime it really do paranormal activity like forms overlay from backend
 doesn't get deleted and makes the form corrupted then really it's such a
 pain to delete the overlay references from database to restore the base
 form. Even backup doesn't works in that case.

 Regards,
 Harsh


 On Mon 27 Apr, 2015 8:06 pm William Rentfrow wrentf...@stratacominc.com
 wrote:


 That's a good nomination for a product upgrade.  In BP mode the
 delete really should be Delete all overlays.

 You should put that in the communities - I'd upvote it.  Even
 though I know it's only going to delete the overlays I REALLY dislike
 clicking the delete.  I normally make a backup first just due to
 paranoia/experience (pick one :)

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


 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION
 OPERATIONS
 Sent: Monday, April 27, 2015 9:23 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: How to - Remove all Overlays from a Form

 Then when in Best Practice, can the Delete be called Delete
 Overlay?  That seems so easy to do and assures us that we would be deleting
 the overlay and not the form.  Sometimes I'm in Base and mean to be in Best
 Practice (doing research or something).

 Lisa

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
 Sent: Monday, April 27, 2015 6:22 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: How to - Remove all Overlays from

Re: Read-Only Field Vulnerability

2015-04-22 Thread Andrew Hicox

The UI is not vulnerable, if your application is not vulnerable. Same as
any other web form in existence.

If you didn't use ARS and just designed an html form that passes data to a
post, is that post secure because you used a hidden form element?

Permissions must be enforced on the backend, in any Web application. Front
end permissions are not permissions, they're just display properties, and
as others have pointed out, it's trivial to bypass the GUI entirely using
the API, anyhow :-)

-Andy
 On Apr 22, 2015 1:36 AM, Jonathan Young jyo...@performanceworkflow.com
wrote:

 **

 Thank you for your comments. I have slightly different outlook with regard
 to data security. I understand why the ars design means that the ui is
 vulnerable.

 Thanks
 Jon


  Jason Miller wrote 

 **
 I agree with LJ and BMC. Read Only functionality is not meant to be a data
 security enforcing measure. It is a UI feature.

 True permissions and enforcing workflow is going to be even more critical
 assuming a very easy to use RESTful web service is right around the corner.
 Any user can simply install Postman and have their way with your data
 easier that ever before.

 That makes me wonder if maybe there should be an option to disable RESTful
 web services?  Maybe shutting down Jetty is sufficient enough? This will
 allow organizations perform a security review prior to enabling this
 powerful feature.

 Jason

 On Tue, Apr 21, 2015 at 1:00 PM, LJ LongWing lj.longw...@gmail.com
 wrote:

 **
 Jon,
 I unfortunately must agree with BMC on this oneif they have change
 permission, they have change permission.  There are any number of ways to
 update the data without using Mid-Tierso, if they truly should not be
 modifying the data, you will need to either enforce it via permissions
 (give ability to submit, but not ability to change), or, as you stated,
 build Filter based workflow to lock the fields down from a change
 perspective.

 On Tue, Apr 21, 2015 at 1:29 PM, Jon Young 
 jyo...@performanceworkflow.com wrote:

 **
 Hi Listers

 Sorry if this has been discussed recently before;  I’ve got the tricky
 task of explaining to clients that Read-Only fields can be modified by
 users by a simple hack.  I wondered if any of your employers/ clients see
 this as a data security risk and if you have any solutions for this?

 Issue:
 -
 Sometimes, we want users to be able to modify a field so we give that
 field a Change permission, and give the user that permission.  For example,
 we want a user to enter a short description on a Change Request.

 Later, we don’t want the user to modify that field.  For example, when a
 Change Request has been approved.  We don’t really want the user to change
 details.  To prevent this, we make the field Read-Only.

 The vulnerability is that even though that field is Read-Only they can
 modify the field using tools included in web browsers.  If our users are
 external to our organisation we can not control what browsers they use.

 So this is only an issue is a user is deliberately trying to misuse the
 system – the sort or users we’d like to take security precautions against.

 BMC’s Stance
 -
 BMC, the lead architect, has stated that Read-Only fields are a display
 characteristic to assist the user interface.

 Solutions
 -
 We could crate filters that fire when we know a fields are read-only for
 the current user to check the TR value and prevent the commit.  This is a
 lot of overhead for fixing this vulnerability in BMC’s ITSM application,
 let alone customisations and bespoke applications.

 Alternatively, we could audit the fields.  It doesn’t prevent the issue
 but would at least help to check if the field was changed.

 As BMC don’t see this as a bug or a vulnerability my hopes of mid tier/
 server fix for this are somewhat muted!

 Thanks
 Jon
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Re: Setting 'InstanceId' on AST:* submit?

2015-04-02 Thread Andrew Hicox

Thanks, Doug! Yeah definitely I'm pushing to the AST:* class forms (not
attributes). Gave it a spin yesterday and it seems to work fine.

-Andy
 On Apr 1, 2015 3:52 PM, Mueller, Doug doug_muel...@bmc.com wrote:

 **

 Andy,



 It is fine if you want to control the creation of an Instance ID on the CI
 side.  It just needs to be a GUID.



 However, it is not OK to just generate a new GUID for the AST:Attribute
 record itself.  It is critical that the Instance ID in the AST:Attribute
 record match the instance ID of a corresponding entry in the CMDB form.



 In your case, you are loading to the AST:* join form that joins the CMDB
 form and the AST:Attribute form.   Workflow there pushes appropriate values
 to each of the two underlying forms along with the Instance ID field.
 Whether that field is generated by workflow or supplied by you, it
 shouldn’t matter  (OK, I am hedging by saying shouldn’t vs. doesn’t but I
 believe the logic in the system doesn’t overwrite if you supply an instance
 ID – if it does, you just need to overlay the filter that sets the instance
 ID to check to make sure it isn’t already set).  From other responses, it
 has the logic handled correctly.



 Just make sure you don’t try and create an Instance ID on the fly for the
 AST:Attribute form.  It must be supplied one that matches the CMDB record
 it is tied to.



 Doug Mueller



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Andrew Hicox
 *Sent:* Wednesday, April 01, 2015 6:35 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Setting 'InstanceId' on AST:* submit?



 **

 Hi everyone,

 I have a situatuon where some home grown workflow needs to create CI's.

 I'm doing this by pushing fields directly to the AST:* form corresponding
 to the Class we want to create the CI in, and up to that point it works
 flawlwssly.

 However, I need to pull the 'InstanceId' of the CI I just created back
 into the form where the workflow fired the push fields (so I can set up
 relationships, etc).

 Doing this reliably has become more of a headache than I'd imagined. There
 are almost no uniqueness restraints in cmdb (sort of a corollary to Igor's
 thread about unique indexes).

 So there's almost nothing I can search by other than 'InstanceId', that's
 guaranteed to get 1 or 0 results.
 so here's my question. What if I generate my own GUID and push it into
 'InstanceId' on the AST:* form?

 Does anyone know of this will break something in asset or cmdb? On the
 surface, this seems like a legitimate thing to do, but just wondering if
 anyone has been down this road before?

 -Andy

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Setting 'InstanceId' on AST:* submit?

2015-04-01 Thread Andrew Hicox

Hi everyone,

I have a situatuon where some home grown workflow needs to create CI's.

I'm doing this by pushing fields directly to the AST:* form corresponding
to the Class we want to create the CI in, and up to that point it works
flawlwssly.

However, I need to pull the 'InstanceId' of the CI I just created back into
the form where the workflow fired the push fields (so I can set up
relationships, etc).

Doing this reliably has become more of a headache than I'd imagined. There
are almost no uniqueness restraints in cmdb (sort of a corollary to Igor's
thread about unique indexes).

So there's almost nothing I can search by other than 'InstanceId', that's
guaranteed to get 1 or 0 results.
so here's my question. What if I generate my own GUID and push it into
'InstanceId' on the AST:* form?

Does anyone know of this will break something in asset or cmdb? On the
surface, this seems like a legitimate thing to do, but just wondering if
anyone has been down this road before?

-Andy

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Re: Naked ARS (was: The ~! for filter names)

2015-03-06 Thread Andrew Hicox

AMEN!

I can't belive how short sighted bmc has become in regard to pushing
itsm/cmdb and the rest of the licensed oob apps. Especially at the expense
of pushing out custom development (essentially not supporting it).

The true irony, in my opinion, is that in the decade+ that we've been
struggling with converting the aruser GUI paradigm to a Web interface, the
world has come full circle.

Today, it's all mobile apps, and Web interfaces are on the way out. Static
dimension, single window grid layouts are back in a huge way.

I know what I could do with a naked arserver, and an aruser client that
works on ios and android. With a few tweaks to the GUI elements to make
them mobile friendly and client side plug-ins to give access to the camera,
accelerometer, messaging framework and the rest ...

holy moses, I know exactly what I could do with that! Change the world.
That's what.
On Mar 6, 2015 11:42 AM, Ray Gellenbeck ray.gellenb...@redmangollc.com
wrote:

 Thanks.  The whole point was that some people don't even KNOW that the
 engine is, well, an engine unto itself.  There seems to be a trend
 (marketing?) to present the image that Remedy is ONLY CMDB/ITSM.

 It's always challenging to explain to customers that those are just apps
 running on a (very nice) workflow engine underneath.  I'm all for canned
 apps where they make sense.  Ease of upgrade path, support, etc etc.
 However, small steps seem to keep happening in the product evolution over
 the last few versions to slowly close off the custom-build path and I'd
 just like to ask for the server/engine to be made available *without* the
 suite.  As great (or not great) as anyone might feel the suite is, there
 are plenty out there who want something simpler, or more modular, or
 (insert complaint here).  It's part of why other products (especially those
 that start with S and end with W) get a lot of migration.  There needs to
 be more flexibility.

 It also lets you push back on customizers from a support perspective.  It
 won't be quite as ridiculous to have support tell you that's been
 customized, we don't support it because if you want custom, you should buy
 the naked product and build your own.

 I'm not pretending it's is any big magical answer.  The request was really
 just to speak to a mindset to say quit forcing one solution as if it is
 the right answer for everyone.  Bring back some choice.  Now if you've
 pitched Galileo (ITSM/CMDB v9) to customers and they don't like it, make
 this Plan B, a workflow engine platform where you can roll your own.
 Plenty won't like that either, but some do already and others will going
 forward, and it would be nice not to have to install all the ITSM
 spagetti if it's not going to be used.

 Make a modular installer where base is ONLY the engine and User/Group
 tables.  Add some option checkboxes for Email Engine, Mid-Tier,
 Preferences, and other foundation elements some will still want in a
 custom build, BUT OTHERS WON'T.

 15 up-votes so far in just a couple days.  I think I hit a nerve ;)
 (/endsoapbox)


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Re: Engage 2015 Call for Papers

2015-01-29 Thread Andrew Hicox

An aruser client ... that works as an app on iOS and Android :-)

Actually,  it'd be kinda crazy if bmc wasn't working on something like that
already (I hope)
On Jan 29, 2015 2:41 PM, Sanford, Claire 
claire.sanf...@memorialhermann.org wrote:

 **

 LJ –



 Make us a new user tool!!



 hiding



 Claire



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
 *Sent:* Thursday, January 29, 2015 2:18 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Engage 2015 Call for Papers



 **

 Hello ARSList, I have a question for you.



 Some of you know me personally, others just through the list.  My passions
 lie in the extending of Remedy through API programmingI'm looking for a
 topic for this years Engage and I wanted to take some suggestions from
 users to see what topics I might be able to develop and present.  The call
 for papers just came out today




 https://communities.bmc.com/community/engage/blog/2015/01/29/bmc-engage-2015--call-for-papers-window-now-open



 and I would like to submit a topic this year that is other than my own
 designthoughts?

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Re: Developer Tool Crashing

2014-11-14 Thread Andrew Hicox

If what you're hitting is infinite wait while doing something like
expanding a guide, try deleting the dev-studio cache.

Seems like I've gotta do that at least twice a week since we moved to 8.1

Andy
On Nov 13, 2014 2:44 PM, Frank Caruso caruso.fr...@gmail.com wrote:

 Not seeing a lot of discussion on the list about this but others must be
 impacted.

 For that last few weeks the developer tool has been crashing
 intermittently. Ive tried all the way up to 8.1 sp2 but no luck.
 There is a BMC KA on this issue but the solutions do not help. We cannot
 back out the Windows Security patch that is supposedly causing the issue.
 The tool has crashed a dozen times today so it is almost impossible to do
 any development.

 Does anybody have any more information on a fix for this issue?

 Frank


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Re: Server side filter log not getting captured!

2014-09-30 Thread Andrew Hicox

Do you have access to the arserver? If so, are any logfiles being created
in the logging directory at all?

Also do you have 'Log Per Thread' enabled? If so that might explain some
things.

-Andy

On Tuesday, September 30, 2014, Ayushi Agrawal ayushiagrawal2...@gmail.com
wrote:

 **
 Hi Neha,

 Thanks for this. I believe space can be the issue. Actually  I was having
 this issue on both DEV environment and TEST environment.
 For DEV, I can see the file system full, which can be the reason for
 nothing getting populated into the log file.

 /dev/mapper/VolGroup00-LogVol04
38G   36G 0 100% /opt

 But for TEST, I am still dont know what the issue is.For TEST, I can see

 /dev/mapper/VolGroup00-LogVol04
38G   30G  6.3G  83% /opt

 Thanks and Regards,
 Ayushi Agrawal

 On Tue, Sep 30, 2014 at 11:12 AM, Neha Khandelwal jbpn...@gmail.com
 javascript:_e(%7B%7D,'cvml','jbpn...@gmail.com'); wrote:

 **
 Hi Ayushi,

 Can you also please check space on the file system where these logs are
 getting stored.


 Regards
 Neha

 On Tue, Sep 30, 2014 at 9:01 AM, Ayushi Agrawal 
 ayushiagrawal2...@gmail.com
 javascript:_e(%7B%7D,'cvml','ayushiagrawal2...@gmail.com'); wrote:

 **
 Hi Doug,

 Thanks for your reply. Yes, I followed the following steps to enable the
 logs.

 1. Go to AR System Administration- AR System Administration Console
 -System-General - Server Information-'Log Files' tab
 2. Change the name of file where I needed to capture the logs, that is
 earlier it was /opt/bmc/ARSystem/db/abc.log, I renamed it to
 /opt/bmc/ARSystem/db/xyz.log.
 3. Check mark the check box, which is to the left side of filter log.
 4. Click on Apply.
 5. Click on OK.
 6. Then I started my task, for which I wanted to capture the logs
 (incident creation in this case)
 7. After this incident creation, I again went to the path AR System
 Administration- AR System Administration Console -System-General -
 Server Information-'Log Files' tab
 8. Click the 'View' button next to the filter log.
 9. Here I am getting attachment size as 0.0 KB.

 I would also like to clarify here, as you wrote - The steps you list do
 not enable filter logs.  They allow you to view one that has
 been created.

 I am not even able to view the one that has been created. It seems
 nothing is getting populated in my log file. I am really not sure what
 might have happened...

 Charlie,
 Yes, I enabled the log by clicking on the check box beside the filter
 log. Also, I have left it 'checked' for last 2 days. At least something
 should get captured in the log file, but every time I am trying to 'View' ,
 I am getting an empty file.


 Thanks and Regards,
 Ayushi Agrawal



 On Mon, Sep 29, 2014 at 11:54 PM, Mueller, Doug doug_muel...@bmc.com
 javascript:_e(%7B%7D,'cvml','doug_muel...@bmc.com'); wrote:

 Ayushi,

 Sorry for getting a bit basic here but all the responses are about how
 to get the
 file in other ways.

 Your original email indicated that you did the steps you describe to
 enable filter
 logs.

 The steps you list do not enable filter logs.  They allow you to view
 one that has
 been created.

 If you want to enable the log, you select the radio button before the
 log type,
 you accept the default file name or supply one you want.  And you hit
 Save/Apply
 to change the configuration to turn logging on.

 THEN, logs will be recorded from that point forward.

 THEN, you can use the view button to look at the log file that has been
 generated.

 I just wanted to make sure that we don't have the cart before the horse
 in the
 answers that are being give.  Have you enabled the log using the
 directions above
 and then are trying to look at it?  Or, are you really using the steps
 you have
 indicated to just turn the log on?

 Just thought I would check  Kind of like spending days debugging
 something
 without doing step 1 of is it plugged in.  99% of the time, someone
 asking that
 just gets the cold glare of death and an of course.  But that 1%

 Doug Mueller

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG
 javascript:_e(%7B%7D,'cvml','arslist@ARSLIST.ORG');] On Behalf Of
 Ayushi Agrawal
 Sent: Sunday, September 28, 2014 10:02 PM
 To: arslist@ARSLIST.ORG
 javascript:_e(%7B%7D,'cvml','arslist@ARSLIST.ORG');
 Subject: Server side filter log not getting captured!

 Hi List,

 Can any one please help me here?

 I am unable to capture server side filter log from. I am using the
 following way to enable filter logs.

 AR System Administration- AR System Administration Console
 -System-General - Server Information-'Log Files' tab. But when I click
 the 'View' button next to filter log, it simply shows:

 Attchment Size (KB) :0.0

 Can you please assist me if I am missing anything here.

 Thanks in Advance,
 Ayushi Agrawal


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Re: How to move stucked Distributed Transfer Pending records quickly

2014-08-22 Thread Andrew Hicox

It's possible that DSO is encountering an error (such as out of range
values, index violations, workflow exceptions etc).

The problem is that DSO logging is horrid, and in lots of cases will give
no indication of a problem like that.

One way I've worked through problems like this in the past, is to
Export one of the stuck records to an arx file, and try to manually import
it to the target arserver with the data import tool.

This is a fairly decent analog to what DSO is doing, except it won't hide
errors from you like DSO will. If you're really stuck, it might give you a
clue anyhow.

-Andy



On Friday, August 22, 2014, Chetan Shinde chetanshi...@gmail.com wrote:

 **
 Check the logical server defined server in the distributed logical mapping
 form. Since u have restored the Prod DB on the Dev DB that must be still
 referring to the prod Corp ITSM server

 Regards,
 Chetan Shinde


 On Fri, Aug 22, 2014 at 2:46 PM, onkar shinde onkarbshi...@gmail.com
 javascript:_e(%7B%7D,'cvml','onkarbshi...@gmail.com'); wrote:

 **
 Thanks Chetan, for your prompt reply.
 We already had restarts of AR server yesterday.
 Still will give one more shot.

 Any other better idea ?

 Thanks
 Onkar


 On Fri, Aug 22, 2014 at 2:32 PM, Chetan Shinde chetanshi...@gmail.com
 javascript:_e(%7B%7D,'cvml','chetanshi...@gmail.com'); wrote:

 **
 If they are stuck in Pending form, try restarting the AR Server service.


 Regards,
 Chetan Shinde


 On Fri, Aug 22, 2014 at 2:13 PM, onkar shinde onkarbshi...@gmail.com
 javascript:_e(%7B%7D,'cvml','onkarbshi...@gmail.com'); wrote:

 **
 Hello All,

 We have refreshed ARSystem Dev env. with Prod. DB backup.

 After pointing to the appropriate Dev Destination Servers in Logical
 mapping, we have got lot of records in DSO Distributed Pending form.
 (approx. 60K)


 The User records created on Source server are still stuck in Pending
 Form and not transfer on Target server yet since last 4-5 days.

 The Transfer Definition on User form is
  When To Update: Immediately Transfer,
 Transfer Mode: Independent Copy,
 Duplicate Request ID Action: Overwrite,
 Enforce Pattern Matching: Yes
 Require Required Fields: Yes, and Match by Request ID.
 Retries: Forever.

 We have 7 distributed Pools defined, and User DSO Mapping belongs to
 Pool 4 which has polling interval of 15 mins.

 The records are stuck and not moving on to the target,

 Kindly suggest as this is blocking us in doing further actions.

 Thanks in advance.


 --
 Regards,
 Onkar Shinde
 Senior Software Engineer
 Vyom Labs Pvt. Ltd.
 BSM Solutions  Services || ITIL Consulting  Training

 Telephone: +91-20-6632-1000
 Mobile: +91-7709008719
 Email: onkar.shi...@vyomlabs.com
 javascript:_e(%7B%7D,'cvml','onkar.shi...@vyomlabs.com');
 Web: www.vyomlabs.com

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


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




 --
 Regards,
 Onkar Shinde
 Senior Software Engineer
 Vyom Labs Pvt. Ltd.
 BSM Solutions  Services || ITIL Consulting  Training

 Telephone: +91-20-6632-1000
 Mobile: +91-7709008719
 Email: onkar.shi...@vyomlabs.com
 javascript:_e(%7B%7D,'cvml','onkar.shi...@vyomlabs.com');
 Web: www.vyomlabs.com

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


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7.6.04 - 8.1.01 disappears Dependency relationships

2014-08-11 Thread Andrew Hicox

Hi everyone,

We've just finished an upgrade from 7.6.04 SP2 to 8.1.01.

We had truckloads of relationships in the BMC.CORE:BMC_DEPENDENCY class
prior to the upgrade.

Even though all of the relationships still exist in
BMC.CORE:BMC_BaseRelationship (and in the various join forms) not a single
one of them is visible in the Asset console in the relationships tab! Also
you can't manually create relationships in this class any longer!

Add to that, ADDM seems to STILL be dumping tons of these relationships
into our system.

BMC's knowledge base seems to be down or I'd search there. I've also opened
a support ticket with BMC.

Has anyone on the list run into this before? How'd you handle it?

Thx

Andy

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Re: Slightly OT: Connecting SQL*Plus client to an Oracle Database..

2014-07-09 Thread Andrew Hicox

Can anyone else connect to the DB without being on localhost with it?

If no other remote client can connect, maybe the listener isn't running?
Also if others can connect, try copying their tnsnames.ora file

Andy

On Wednesday, July 9, 2014, Joe D'Souza jdso...@shyle.net wrote:

 **

 We have our Remedy database on Oracle 11.2.0.3.0 - 64bit Production server.



 I am using SQL*Plus Release 10.2.0.1.0 client to connect to it but am
 unable to connect with a connection error that reads as:



 ORA-12154: TNS:could not resolve the connect identifier specified



 I have checked my tnsnames.ora file for any possible errors in the
 connection string and can’t seem to find one. This is the contents of the
 entry (I  have replaced the actual IP and the service name and what not
 with fictitious names for security reasons – the port is 1521 which is the
 default port.)



 ## Remedy ITSM db - Devl - Used IP instead of hostname

 CONNENTRY =

   (DESCRIPTION =

 (ADDRESS = (PROTOCOL = TCP)(HOST = 111.111.11.111)(PORT = 1521))

 (CONNECT_DATA =

   (SERVER = DEDICATED)

   (SERVICE_NAME = connentry)

 )

   )



 While connecting I use the username  password as given to me and
 connentry as the host string.



 What could possibly be the causes of ORA-12154 that I ought to check for?
 I suspect something wrong with my connection string in my tnsnames.ora file
 but can’t figure what it is. I checked with the DBA’s for the exact IP,
 port, service name and they say it all checks out.



 I was also suspecting that perhaps Oracle client 10.2.0.1.0 may not be
 compatible with Oracle Database version 11.2.0.3.0, but I do not think that
 could be the problem as Oracle clients are usually compatible with at least
 1 version forward or backward.





 Any insights as to what I and my DBA’s may be missing may help..



 Thanks..



 Joe
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Re: Question on filter phasing

2014-06-27 Thread Andrew Hicox

While I understand the historical reasons for filter phasing as an approach
to transaction management, I think at this point, it has become a serious
hinderance.

Especially for applications as complex as ITSM but even for
non-trivial homegrown apps, tracing a single transaction across multiple
forms, for the purposes of troubleshooting is a complete freakin'
nightmare.

Not to mention the overhead of carrying a complex rat's nest of a filter
stack forward through multiple versions of an application. Doing something
as seemingly simple as adding a filter with a push fields action to a
supporting form can cascade failures across an entire application. Tracing
that kinda mess out and fixing it can eat up entire days or even weeks of
dev time.

ARS desperately needs something better in my opinion. For instance, a
checkbox on filter guides that treats everything in the guide as a single
transaction, and explicitly executes every thing in the guide in order, and
rolls it all back in reverse order if there's an error? Or perhaps a
special run process that let's me explicitly start a transaction and end
one.

There has to be a better way though.
But that's just my long winded opinion :-)

Andy

On Friday, June 27, 2014, Sweety sweetykhann...@gmail.com wrote:

Something interesting here
https://docs.bmc.com/docs/display/public/ars81/Filter+processing+in+BMC+Remedy+AR+System+server

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Re: Finding all filters and Escalations that contain a web service set fields

2014-06-18 Thread Andrew Hicox

Web services can only be called from filters so don't worry with
escalations etc. here's a brute force method I've used many times.

1) export all the filters to a gigantic XML file
2) open the file in a text editor and search for the existing end point ...
Doing this you can scroll backward from the end point and determine the
filter names
3) export just those filters as XML
4) search/replace the old endpoint hostname with the new endpoint hostname
and save the file
5) import the file
6) done :-)

It's a little duct tapey so you know ... Be careful and test it on a dev
machine first, but it totally can work. Have used that trick hundreds of
times (literally)  :-)

Andy

On Friday, June 13, 2014, Campbell, Paul (Paul) p...@avaya.com wrote:

 **

 OK, I have a major challenge ahead of me, I have a Remedy 7.6.04
 environment that is a fully custom app, no Out of the Box apps, that
 interacts with a third party application via Web Services calls.  There are
 hundreds of filters/escalations involved, and the third party app is
 changing the URL it exposes for Web Service Calls.  I need to find all of
 the filters and  escalations that make web service calls so that I can
 change those URL endpoints.  Does anyone have a good way to search for
 objects that have a Set Fields Web Service operation and generate a list?
 I don’t have Migrator or anything other third party tools like that at my
 disposal.  What would be great is to be able to generate a Working List in
 Dev Studio, but I really haven’t had any luck getting the search feature to
 work, Ideas?



 Paul Campbell  *|* Systems Architect  *|*  *|  *Avaya Client Services  *|
 *

 *|*   678-421-5342 *|*  Web Conference
 https://collaborate.avaya.com/aacpa/?participantCode=4215342 *| *Audio
 Conference +1-513-228- code: 4215342



 *Everyone needs deadlines.  Even the beavers. They loaf around all summer,
 but when they are faced with the winter deadline, they work like fury. If
 we didn’t have deadlines, we’d stagnate.  Walt Disney*




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

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Re: Finding all filters and Escalations that contain a web service set fields

2014-06-18 Thread Andrew Hicox

Yeah they'd all get reimported. What I'm saying is to only use the gigantic
all-filter export as a means to identify the filters that need changing.

Once you have that short list, make an export of just the filters that need
changing, and do your search/replace/import for the little file :-)



On Wednesday, June 18, 2014, Campbell, Paul (Paul) p...@avaya.com wrote:

 **

 That was my plan, I was just trying to limit the Gigantic XML part and
 only locate the ones that needed changing, but I guess I have a follow up,
 if I have a gigantic XML of filters, if I import the whole list again, but
 only the web service calls ones have changed, will all get imported, or
 just the ones that have changed?



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG javascript:_e(%7B%7D,'cvml','arslist@ARSLIST.ORG');]
 *On Behalf Of *Andrew Hicox
 *Sent:* Wednesday, June 18, 2014 9:36 AM
 *To:* arslist@ARSLIST.ORG
 javascript:_e(%7B%7D,'cvml','arslist@ARSLIST.ORG');
 *Subject:* Re: Finding all filters and Escalations that contain a web
 service set fields



 ** Web services can only be called from filters so don't worry with
 escalations etc. here's a brute force method I've used many times.



 1) export all the filters to a gigantic XML file

 2) open the file in a text editor and search for the existing end point
 ... Doing this you can scroll backward from the end point and determine the
 filter names

 3) export just those filters as XML

 4) search/replace the old endpoint hostname with the new endpoint hostname
 and save the file

 5) import the file

 6) done :-)



 It's a little duct tapey so you know ... Be careful and test it on a dev
 machine first, but it totally can work. Have used that trick hundreds of
 times (literally)  :-)



 Andy


 On Friday, June 13, 2014, Campbell, Paul (Paul) p...@avaya.com
 javascript:_e(%7B%7D,'cvml','p...@avaya.com'); wrote:

 **

 OK, I have a major challenge ahead of me, I have a Remedy 7.6.04
 environment that is a fully custom app, no Out of the Box apps, that
 interacts with a third party application via Web Services calls.  There are
 hundreds of filters/escalations involved, and the third party app is
 changing the URL it exposes for Web Service Calls.  I need to find all of
 the filters and  escalations that make web service calls so that I can
 change those URL endpoints.  Does anyone have a good way to search for
 objects that have a Set Fields Web Service operation and generate a list?
 I don’t have Migrator or anything other third party tools like that at my
 disposal.  What would be great is to be able to generate a Working List in
 Dev Studio, but I really haven’t had any luck getting the search feature to
 work, Ideas?



 Paul Campbell  *|* Systems Architect  *|*  *|  *Avaya Client Services  *|
 *

 *|*   678-421-5342 *| * Web Conference
 https://collaborate.avaya.com/aacpa/?participantCode=4215342 *| *Audio
 Conference +1-513-228- code: 4215342



 *Everyone needs deadlines.  Even the beavers. They loaf around all summer,
 but when they are faced with the winter deadline, they work like fury. If
 we didn’t have deadlines, we’d stagnate.  Walt Disney*





 _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: ARERR 90: Looking for dummy.host.com

2014-05-07 Thread Andrew Hicox

I've seen definitions get fouled like this due to a bug in older versions
of dev studio.

Export the report creator form + all related objects to a def or XML file.
Grep for dummy.host.com.

If you find it, that's probably what happened.

From there, you should be able to figure out which objects are affected and
try to fix them in dev studio (or if you'readventurous text search/replace
in the def file an re-import).

Andy

On Tuesday, May 6, 2014, Deyon deyon_dus...@fpl.com wrote:

 Hello List,

 I'm hoping for direction is locating root cause as to why i'm getting
 arerror 90. This is error because the application is looking for
 serveralias.dummy.host.com.

 we have resolved the issue by adding the serveralias.dummy.host.com to
 the etc/host at BMC request.

 Basically,

 We upgraded from 7.5P4 to 8.1.00 P2 on Unix 7.1  11g environment.  This
 error occur on any type of action agains the Report Creator form.
 1. If you try to edit a AR SYSTEM report, from Report console.
 2. If you try to create a new AR System report, from the report console,
 which opened ReportCreator, upon saving the report - the error occurs; but
 the report is saved and can be ran/execute from the report console.
 3.  On open search of Report Creator and execution of search.

 This does not occur in other forms. Also, occurs in same manner on
 Usertool.

 -- I would like to find where in the application  serveralias.
 dummy.host.com is being sited, and correct; such that the /etc/hosts file
 can be cleaned up.


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Re: change location of a field

2014-04-02 Thread Andrew Hicox

It is technically possible to zoom fields around the screen with active
links using clever JavaScript (jquery works really well for this given that
the id of the div containing the field is usually the fieldid).

However I'm rather certain this kinda hack voids your warranty so to speak
when calling up support.

Though Doug brings up a lot of good points about why doing things like this
are, in general, a bad idea ... in my (now considerable) experience doing
remedy stuff on midtier, it's been a request that continually pops up again
and again.

In my opinion, the reason it is a recurring issue, is that from an end
user's perspective, remedy is now a website ... except that it isn't
... because it's GUI breaks nearly every expectation a user might have for
interacting with a website.

Which is why people continually ask us developers to try and make it behave
more like a website ... And why we start thinking of these ridiculous
JavaScript hacks and such.

Remedy needs a better framework for defining web GUIs.

Just my two cents on it

Andy

On Wednesday, April 2, 2014, Mueller, Doug doug_muel...@bmc.com wrote:

 Christoph,

 As is the case with many questions of this type, describing the problem
 you are
 trying to solve would really help.

 Several answers...

 No, it is not possible to change x,y coordinates or height or width of a
 field
 through active links.  Fields moving around on the screen is confusing
 and
 disconcerting to most users.  No support for this has been added.

 Now, if what you are looking for is areas of the screen to come and go and
 the
 screen to shift for new areas, then yes, this is possible.  You use panels
 and you
 put fields on various panels and when a panel is closed fields below it
 are shifted
 up into the space that is now closed.  So, this is one type of field
 movement and
 one that is expected by users.

 Or, if there is some specific reason for some condition to have a field
 move and
 it is something that the users would not be confused by, then the best
 approach is
 the one that is mentioned below.  Create a new display only field of the
 same type
 but with the new x,y, witdh, height, and whatever else characteristics.
  Then, you
 use active links to

 1) Maintain the same value in both fields.  If either field has the value
 changed,
it is written to the other field.  Maybe something on loss of focus
 that just
writes the value to the other field and put this on each copy.  The
 only issue
here is on the Query screen where you need to make sure if you use the
 Advanced
Query bar, you reference the REAL field and not the copy.  In QBE you
 are OK as
display only fields are ignored and the two fields are in sync.

 2) Add workflow to hide one field and show the other.  Make sure that they
 are both
not visible -- unless you are trying to have the SAME value show in two
 places
which is actually another requirement and it would be handled using
 this same
technique.

 Those are your options.

 Dynamic moving of fields is not something that is planned for and has a
 lot of
 potential for field overlaps and confusion as a general principle.  There
 must be
 a clear need and clear value for the concept and then you would use one of
 the
 techniques above.

 I hope this helps,

 Doug Mueller

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG javascript:;] On Behalf Of pritch
 Sent: Tuesday, April 01, 2014 7:20 AM
 To: arslist@ARSLIST.ORG javascript:;
 Subject: Re: change location of a field

 I actually had a similar requirement - made a second field and kept them
 in sync - only one visible at a time and if one was updated I did a
 setfield to keep the other updated.

 - Original Message -
 From: Mike Tomasiewicz (ConAgra Foods) 
 mike.tomasiew...@conagrafoods.com javascript:;
 To: arslist@ARSLIST.ORG javascript:;
 Sent: Tuesday, April 1, 2014 9:12:33 AM
 Subject: Re: change location of a field

 **


 It might be possible to copy the form, organize it appropriately, name it,
 and invoke it with an active link of some sort, however that seems like a
 lot of work, and depending on the requirements may be overkill.



 My advice is JUST SAY NO.  :-D



 .: Mike T :.



 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG javascript:;] On Behalf Of Raj
 Sent: Tuesday, April 01, 2014 1:13 AM
 To: arslist@ARSLIST.ORG javascript:;
 Subject: Re: change location of a field



 **


 Yes and No.



 There is no change field action to change the location for field.

 However, you can put the field in certain tabs and govern other tab
 visibility which would essentially give a limited impression of location
 change.



 -Raj



 From: Wagner, Christoph [via ARS (Action Request System)] [mailto:[hidden 
 email] ]
 Sent: Tuesday, April 01, 2014 11:16
 To: Hiremath, Rajashekhar
 Subject: change location of a field



 **


 Dear listers,



 is it

Re: BMC should have made upgrades easier - Customers loosing interests

2014-03-13 Thread Andrew Hicox

Completely agree. HTML 5 + CSS + standard JavaScript ui libs like jquery is
the way to go. Also dev studio badly needs to get away from these
horrendous grid layout hacks.

Since aruser is apparently abandonware at this point, we are presumably
100% in the web GUI business. Might as well do that the right way.

My unsolicited two cents. I now return you to your regularly scheduled off
topic thread :-)

Andy

On Thursday, March 13, 2014, Jim Coryat (jcoryat) jcor...@micron.com
wrote:

 John,

 The pieces written in flash are constant pain in my side.  I would rather
 they go the other way and get rid of flash in the product entirely.  Anyone
 with any degree of intelligence will look past the glitz of sales and
 marketing and look to what the product really provides.  Flash IMHO just
 slows down the performance of the product as a whole.

 Jim Coryat
 Senior Software Engineer
 Micron Technology, Inc.

 -Original Message-
 From: John Baker [mailto:jba...@javasystemsolutions.com javascript:;]
 Sent: Tuesday, March 11, 2014 1:54 PM
 Subject: BMC should have made upgrades easier - Customers loosing interests

 Hello

 I can state that JSS loses customers because they move from BMC to
 elsewhere. When a customer doesn't renew support, I make a point of
 asking them why and it's almost always because the BMC platform has been
 canned. But SNOW isn't always the destination of choice. There have been
 a few cases of a customer taking their SSO Plugin for BMC license to
 their shiny new HP ITSM system, ie one problem solved and the migration
 effort reduced.

 BMC have no interest in AR System beyond ITSM, that much has been
 obvious for years and to be fair, it makes good business sense. The
 world is full of easy to use programming languages and workflow style
 products, so why try to compete with low cost/free solutions? What
 puzzles me is why AR System still exists given the numerous issues
 reported to this list - why hasn't BMC bitten the bullet and gotten rid
 of the parts not already written in Flash? I'm not suggesting it's a
 smart option, because customising ITSM is a useful sales point, but it's
 easy to script Python and modern, transactional database technology is
 available for free.

 I used SNOW the other day. I selected a category and waited for workflow
 to fire - it reminded me of Mid Tier 5.1, ie abysmal performance. It's
 not all that great, but sadly, neither is the ITSM installation process.


 John


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Re: Weird one: Select string being process continously

2014-02-27 Thread Andrew Hicox

I have seen something similar to this where web service client was
repeatedly making calls to a web service ... Apparently stuck in a loop of
some kind. These requests were coming in so quickly that is basically
amounted to a dos attack against remedy (it brought the arplugin server
down quickly, and after a while it brought the whole arsystem to its knees)

In that case we figured it out by watching the API log and noticing that
all the requests were coming from midtier for a specific user. Might be
worth checking that out if it's a possibility in your environment.

Andrew

On Thursday, February 27, 2014, Dee ddus...@aim.com wrote:

 Hello List,

 Production --  6.1.7 UNIX with ARS 7.5 Patch 4 on Oracle 11.2.0.3, all
 local.

 the server/app/db can handle the load. the issue is that we are consuming
 80% entitlement.

 Yesterday, our application hosting group reported high cpu utilization on
 server. we have 2 cpu entitlement, 12 gb.

 the weird part:
 user A , yesterday ran this query = SELECT
 C1,C4,C3,C1,C60046,C6 FROM T72 WHERE C1 IN ('004338508')

 - but the query is now in a loop.  it seems that as the user that is
 running the query logout/timeout, the query captures the next incoming user
 to execute.

 the dba cannot kill that process, because it the run/executing and close -
 very fast. So the issue is not a hung query against the DB. However, they
 kill some other processes, that seem to have eliminated the respawn of that
 query. I'm waiting on the dba to tell us what he saw/tried killing - that
 resulted in stopping the loop.

 per the dba , that query has ran 40,000 times against the db. The current
 user that has been logged - the query has executed 19,000 times with that
 id.

 what cause the query to go into a loop?


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Re: Why can't I add a menu to this field?

2014-01-03 Thread Andrew Hicox

Thanks. Now it makes sense.

What possible harm could there be in the ability to add a drop down menu in the 
GUI on a join form derived from the CMDB forms? OK ... I can see locking out 
things that'd write back to the database like the input length or FTS mode, 
indexes, permissions, etc. 

But why specifically lock it out menus like this? 

SHATNER
KAAHHHNBMC/KAAHHHN
/SHATNER

thanks everyone though,

-Andy :-)

On Fri, 3 Jan 2014 13:59:15 -0500, Roger Justice rjust2...@aol.com wrote:

You do not modify the AST join form you have to modify the CMDB form that is 
used to create the join form, which for 7.6.04 should be BaseElement. You will 
not use the Overlay capability since CMDB forms can only be modified by the 
Class Manager or in the base mode. In 8.1 this field is most likely on the 
AST:Attributes from which should be able to be modified using the Overlay 
capability.



-Original Message-
From: Andrew Hicox and...@hicox.com
To: arslist arslist@ARSLIST.ORG
Sent: Fri, Jan 3, 2014 12:40 pm
Subject: Why can't I add a menu to this field?


** Hi everyone,



I have what will probably turn out to be a stupid question, but I'll ask 
anyhow because frankly I'm stumped.


Tried this on 7.6.04 sp3 and 8.1 sp2 ... So I suspect BMC must be doing this 
on purpose... But this SHOULD be a relatively benign customization (I think). 


I want to add a drop down menu to field 26004 ('Floor') on 
AST:ComputerSystem. I have created an overlay on the view/field etc but the 
'Menu Name' property remains greyed out.


So I thought ok, I'll just attach it with an active link ... Well ... When I 
set up a change field action against that field dev-studio removes the menu 
option! 


What am I missing y'all?


Andy




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Why can't I add a menu to this field?

2014-01-03 Thread Andrew Hicox

Hi everyone,

I have what will probably turn out to be a stupid question, but I'll ask
anyhow because frankly I'm stumped.

Tried this on 7.6.04 sp3 and 8.1 sp2 ... So I suspect BMC must be doing
this on purpose... But this SHOULD be a relatively benign customization (I
think).

I want to add a drop down menu to field 26004 ('Floor') on
AST:ComputerSystem. I have created an overlay on the view/field etc but the
'Menu Name' property remains greyed out.

So I thought ok, I'll just attach it with an active link ... Well ...
When I set up a change field action against that field dev-studio removes
the menu option!

What am I missing y'all?

Andy

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Re: Why can't I add a menu to this field?

2014-01-03 Thread Andrew Hicox

On Fri, 3 Jan 2014 09:22:27 -0700, LJ LongWing lj.longw...@gmail.com wrote:

Andrew,
In addition to adding an overlay on the Form, you also need to overlay the
field, and potentially the view as well.

Indeed. I have done this ... as far as I can tell I have done it properly:

1) add overlay to form
2) create view overlay
3) add 'Page Holder' to view overlay
4) create overlay on 'Page Holder'
5) add 'Floor' field to view overlay
6) create overlay on 'Floor' field
7) save the form
8) close the form
9) re-open the form

after performing the above, many of the display properties for the 'Floor' 
field are unlocked (I can for instance change the display mode, label, etc). 
However, I CANNOT add a menu ... the  'Menu Name' property remains greyed out.


Regarding why you can't attach via workflowyou can only 'change' the
menu attached to a field via workflow, you can never add a menu...so if the
form doesn't have a menu attached in the first place, you can't add one.

UGH! I'm stuck :-/

thanks though,

-Andy



On Fri, Jan 3, 2014 at 9:07 AM, Andrew Hicox and...@hicox.com wrote:

 ** Hi everyone,

 I have what will probably turn out to be a stupid question, but I'll ask
 anyhow because frankly I'm stumped.

 Tried this on 7.6.04 sp3 and 8.1 sp2 ... So I suspect BMC must be doing
 this on purpose... But this SHOULD be a relatively benign customization (I
 think).

 I want to add a drop down menu to field 26004 ('Floor') on
 AST:ComputerSystem. I have created an overlay on the view/field etc but the
 'Menu Name' property remains greyed out.

 So I thought ok, I'll just attach it with an active link ... Well ...
 When I set up a change field action against that field dev-studio removes
 the menu option!

 What am I missing y'all?

 Andy


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

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Re: Email Service Crashing - IMAP

2013-12-13 Thread Andrew Hicox

I vaguely recall a number of email engine fixes regarding mime encoding on
7.6.04 SP5 ... If that's applicable to your situation

- Andy

On Friday, December 13, 2013, Lippincott, Levi (OMA-GIS) wrote:

 **

 So we just recently migrated off MAPI to IMAP and from Exchange 2013 to an
 hMail server for our email. Since doing so our emails have been processing
 much faster and it no longer experiences the Exchange 2013 MAPI import
 problems.



 However, now we have an issue where occasionally the Email Service will
 just stop processing inbound emails, like once or twice a day. Today I was
 able to get a copy of the log before someone else restarted the mail
 service, below is what the log file is spitting out.



 Does anyone have any ideas what that could possibly mean and any advice on
 how to correct it?





 Exception in thread AG005056AB6928BIdhSwaeQ-DAkbUD
 java.lang.NullPointerException

 at
 javax.mail.internet.MimeMessage.isSet(MimeMessage.java:1931)

 at
 com.sun.mail.imap.IMAPMessage.isSet(IMAPMessage.java:830)

 at
 com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:325)

 at
 com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:297)

 at java.lang.Thread.run(Unknown Source)

 Dec 13, 2013 11:11:39 AM com.bmc.arsys.emaildaemon.ThreadPool run

 WARNING: Restarting Thread

 Dec 13, 2013 11:12:24 AM com.sun.mail.util.BASE64DecoderStream decode

 SEVERE: Error in encoded stream: found valid base64 character after a
 padding character (=), the 10 most recent characters were:  xmlns:v=3
 java.io.IOException: Error in encoded stream: found valid base64 character
 after a padding character (=), the 10 most recent characters were: 
 xmlns:v=3

 at
 com.sun.mail.util.BASE64DecoderStream.decode(BASE64DecoderStream.java:284)

 at
 com.sun.mail.util.BASE64DecoderStream.read(BASE64DecoderStream.java:135)

 at java.io.FilterInputStream.read(Unknown Source)

 at
 com.bmc.arsys.emaildaemon.ReceiverModule.writeToTempFile(ReceiverModule.java:1434)

 at
 com.bmc.arsys.emaildaemon.ReceiverModule.createAttachmentEntry(ReceiverModule.java:1533)

 at
 com.bmc.arsys.emaildaemon.ReceiverModule.logMessage(ReceiverModule.java:915)

 at
 com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:327)

 at
 com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:297)

 at java.lang.Thread.run(Unknown Source)

 Exception in thread AG005056AB6928BIdhSwaeQ-DAkbUD
 java.lang.NullPointerException

 at
 javax.mail.internet.MimeMessage.isSet(MimeMessage.java:1931)

 at
 com.sun.mail.imap.IMAPMessage.isSet(IMAPMessage.java:830)

 at
 com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:325)

 at
 com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:297)

 at java.lang.Thread.run(Unknown Source)

 Dec 13, 2013 11:14:39 AM com.bmc.arsys.emaildaemon.ThreadPool run

 WARNING: Restarting Thread







 Thanks a lot!



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TMS:Task disabled fields

2013-12-09 Thread Andrew Hicox

I'm pretty well stumped by this.
We have a situation where intermittently users will open a task via link in
a notification, but it opens with all fields disabled.

This looks for all the world like the Default Admin View - Read Only view
but I have determined that it isn't.

What I did was I made a simple display form with a task I'd field a button
and a view field. I made an active link that does an open window action on
the specified task I'd in the view field. The active link specifies the
Default Admin View and BOOM! It opens with all the fields disabled!

I put an active link in to echo $VUI$ in an alert and it IS definitely in
the default admin view. So I figured there must be an active link
misfiring. So I DISABLED EVERY ACTIVE LINK ON TMS:Task ... And it STILL
opens the default admin view with every field locked!!

Flushed my cache and watched the active link log ... Nothing fires except
my link to load the task!

What the heck is locking these fields?! How can this even happen? More to
the point I strongly suspect whatever is going on here is also the cause of
my users intermittently opening tasks from notifications with all locked
fields.

Anyone out there run into this before? For what it's worth the exact same
thing happens on my 764 test box as my 81sp2 box.

- Andy

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Re: TMS:Task disabled fields

2013-12-09 Thread Andrew Hicox

I discovered a few things poking at this a little further ...

1) every visible field in the interface is locked. If you create an overlay
and add a completely new field with public write permissions in read/write
display mode, it gets locked on display as well ! Even with every single
active link on TMS:Task disabled (and watching the log to be sure)

2) this isn't a midtier or CSS bug, because if you load it up in windows
aruser it happens there too! (Ya rly)

Either I'm missing something incredibly obvious (hoping someone here will
point that out actually) or this bug goes deeper than the mind of Minolta.

Andy

On Monday, December 9, 2013, Jason Miller wrote:

 **
 We are seeing this too (8.0).  One case where this has been a long-term
 issue for a particular user was just escalated to me late last week.  I
 logged in with that account and opened a task that was reported as having
 the issue with no problem.  I should be talking with him later today to see
 if we can get to the bottom of it.  People are blaming it on his account
 but his account worked fine for me.  I'll report back with what we find.

 Jason


 On Mon, Dec 9, 2013 at 10:24 AM, Andrew Hicox 
 and...@hicox.comjavascript:_e({}, 'cvml', 'and...@hicox.com');
  wrote:

 ** I'm pretty well stumped by this.
 We have a situation where intermittently users will open a task via link
 in a notification, but it opens with all fields disabled.

 This looks for all the world like the Default Admin View - Read Only
 view but I have determined that it isn't.

 What I did was I made a simple display form with a task I'd field a
 button and a view field. I made an active link that does an open window
 action on the specified task I'd in the view field. The active link
 specifies the Default Admin View and BOOM! It opens with all the fields
 disabled!

 I put an active link in to echo $VUI$ in an alert and it IS definitely in
 the default admin view. So I figured there must be an active link
 misfiring. So I DISABLED EVERY ACTIVE LINK ON TMS:Task ... And it STILL
 opens the default admin view with every field locked!!

 Flushed my cache and watched the active link log ... Nothing fires except
 my link to load the task!

 What the heck is locking these fields?! How can this even happen? More to
 the point I strongly suspect whatever is going on here is also the cause of
 my users intermittently opening tasks from notifications with all locked
 fields.

 Anyone out there run into this before? For what it's worth the exact same
 thing happens on my 764 test box as my 81sp2 box.

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


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Re: TMS:Task disabled fields

2013-12-09 Thread Andrew Hicox

And there it is. Lol
I knew it must have been something obvious and it was :)

Thanks!

Andy

On Monday, December 9, 2013, LJ LongWing wrote:

 **
 Andrew,
 The workflow that is opening this form...is it opening it in 'Display'
 mode?...Display mode, by definition is every field read only


 On Mon, Dec 9, 2013 at 2:57 PM, Andrew Hicox 
 and...@hicox.comjavascript:_e({}, 'cvml', 'and...@hicox.com');
  wrote:

 **
 I discovered a few things poking at this a little further ...

 1) every visible field in the interface is locked. If you create an
 overlay and add a completely new field with public write permissions in
 read/write display mode, it gets locked on display as well ! Even with
 every single active link on TMS:Task disabled (and watching the log to be
 sure)

 2) this isn't a midtier or CSS bug, because if you load it up in windows
 aruser it happens there too! (Ya rly)

 Either I'm missing something incredibly obvious (hoping someone here will
 point that out actually) or this bug goes deeper than the mind of Minolta.

 Andy

 On Monday, December 9, 2013, Jason Miller wrote:

 **
 We are seeing this too (8.0).  One case where this has been a long-term
 issue for a particular user was just escalated to me late last week.  I
 logged in with that account and opened a task that was reported as having
 the issue with no problem.  I should be talking with him later today to see
 if we can get to the bottom of it.  People are blaming it on his account
 but his account worked fine for me.  I'll report back with what we find.

 Jason


 On Mon, Dec 9, 2013 at 10:24 AM, Andrew Hicox and...@hicox.com wrote:

 ** I'm pretty well stumped by this.
 We have a situation where intermittently users will open a task via
 link in a notification, but it opens with all fields disabled.

 This looks for all the world like the Default Admin View - Read Only
 view but I have determined that it isn't.

 What I did was I made a simple display form with a task I'd field a
 button and a view field. I made an active link that does an open window
 action on the specified task I'd in the view field. The active link
 specifies the Default Admin View and BOOM! It opens with all the fields
 disabled!

 I put an active link in to echo $VUI$ in an alert and it IS definitely
 in the default admin view. So I figured there must be an active link
 misfiring. So I DISABLED EVERY ACTIVE LINK ON TMS:Task ... And it STILL
 opens the default admin view with every field locked!!

 Flushed my cache and watched the active link log ... Nothing fires
 except my link to load the task!

 What the heck is locking these fields?! How can this even happen? More
 to the point I strongly suspect whatever is going on here is also the cause
 of my users intermittently opening tasks from notifications with all locked
 fields.

 Anyone out there run into this before? For what it's worth the exact
 same thing happens on my 764 test box as my 81sp2 box.

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


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Re: Field is there... but not there

2013-12-05 Thread Andrew Hicox

Sure it's not a display only field? Or possibly in the global field I'd
range?

- Andy

On Thursday, December 5, 2013, Wallace, Kelvin wrote:

 **

 Totally customized forms:



 Form A (display only) gathers info which is pushed to Form B.  One field
 (an optional field) never gets populated in the push.



 I can go to Form B and enter data in the field and save.  The data is
 still there in the field after the save.  If I refresh the form, the data
 is gone.



 So, I go out to Oracle and do a desc, and the field is not there.  I tried
 moving that field and saving the form, but the column still does not show.



 Solaris 10

 Oracle 10g (10.2.0)



 Next step?  I was thinking of deleting the field and recreating – but I
 was wondering if someone else had experienced this issue.





 *Kelvin R. Wallace*

 Data Processing Manager

 Office of Agriculture Technology Services

 Florida Department of Agriculture and Consumer Services



 (850) 245-1067 - Office

 (850) 245-1075 - Fax

 *kelvin.wall...@freshfromflorida.com javascript:_e({}, 'cvml',
 'kelvin.wall...@freshfromflorida.com');*



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Process designer + ars 8.1 sp 2

2013-12-03 Thread Andrew Hicox

Hi everyone,

I wanted to check out the new process designer stuff, so I installed 8.1. I
noticed that there were several service packs out for arsystem and the
various itsm modules so I (perhaps foolishly) went ahead and installed
those before I went ahead with trying to install process designer.

PDICT 8.3.3 now throws this error trying to install:

The Remedy version 8.1.00.002 is not supported. The integration cannot be
completed on this server.

Unless I'm blind, there don't appear to be any patches for process designer.

Anyone else out there seeing this? It took upwards of 3 straight days to
get 8.1 + all the latest service packs installed on my puny dev VM. Do I
REALLY have to rollback to SP0 to install process designer (then
presumably reapply the service packs). Maybe I'm lucky and this error is
bogus and there is some way to bypass it?

-Andy

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Re: Process designer + ars 8.1 sp 2

2013-12-03 Thread Andrew Hicox

LOL wow!

Elvisin the ghetoo /Elvis

I might give that a shot but from the thread so far it sounds like the
whole thing is a mess of trouble.

Thanks,

Andy

On Tuesday, December 3, 2013, John Bilinski [G2SF] wrote:

 I ran into this issue a month back when Hot-fix patch 002 was released for
 the ARS. The problem is with the ARS hotfix arserver.exe. What BMC had me
 do
 was replace the arserver.exe w/ the original base 8.1.00 .exe, then re-run
 the PDICT and perform the install steps and integration steps to
 completion.
 Then replace the patch 002 arserver.exe.

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG javascript:;] On Behalf Of Jason Miller
 Sent: Tuesday, December 03, 2013 12:09 PM
 To: arslist@ARSLIST.ORG javascript:;
 Subject: Re: Process designer + ars 8.1 sp 2

 **
 Taps http://en.wikipedia.org/wiki/Taps  gently plays


 On Tue, Dec 3, 2013 at 9:00 AM, Tauf Chowdhury taufc...@gmail.com wrote:


 **
 Sadly, I'm pretty sure all the developers acquired from Abydos were
 subsequently let go from BMC. If there is any dev work going on, it's
 probably painfully slow.
 It's a shame as I put a lot of time and effort in working with the
 Abydos guys who were awesome to improve the product before it got acquired.

 Sent from my iPhone

 On Dec 3, 2013, at 11:46 AM, Jason Miller jason.mil...@gmail.com
 wrote:



 **
 I agree.  We were excited because it was going to help us
 avoid building an AIF in one case and be pretty darn useful in many others.
 Turns out it was more pain then it was worth.  We found a working as
 designed oversight that makes it pretty useless when trying to use for an
 SRM processes.

 I am sure if you work with it in just the right context it
 works great but that context seems a bit narrow and as Andrew noted Process
 Designer doesn't appear to be getting any update love.  As far as I can
 tell
 PD is heading for the scrap pile (BMC please let me know if this is
 incorrect).

 Jason


 On Tue, Dec 3, 2013 at 7:55 AM, Pierson, Shawn
 shawn.pier...@energytransfer.com wrote:


 **

 From what I've seen, I would stay away from Process
 Designer.  It's a cool concept but nowhere near Production-ready on 7.6 or
 8.x.  We've had several issues caused by it (it wreaks havoc on the Task
 Management forms) that required small manual fixes simply after installing
 it.  I encountered some other issues in trying to build workflow that I
 can't recall right now because it's been several months, but I think for
 the
 most part you'd be safer doing customizations to ITSM within ARS.



 Thanks,



 Shawn Pierson

 Remedy Developer | Energy Transfer



 From: Action Request System discussion
 list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Hicox
 Sent: Tuesday, December 03, 2013 9:50 AM
 To: arslist@ARSLIST.ORG
 Subject: Process designer + ars 8.1 sp 2



 ** Hi everyone,



 I wanted to check out the new process designer
 stuff, so I installed 8.1. I noticed that there were several service packs
 out for arsystem and the various itsm modules so I (perhaps foolishly) went
 ahead and installed those before I went ahead with trying to install
 process
 designer.



 PDICT 8.3.3 now throws this error trying to
 install:



 The Remedy version 8.1.00.002 is not supported.
 The
 integration cannot be completed on this server.



 Unless I'm blind, there don't appear to be any
 patches for process designer.
 http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot
 access
 hyperlink, please e-mail sender.
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 20 years_


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 years_

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Re: ITSM n00b looking for documentation and/or (free) learning resources

2013-09-26 Thread Andrew Hicox

Thanks! I'd found both the youtube channel and docs.bmc.com already. 

The youtube channel is especially useful if you're reading through the 8.1. 
online documentation which will say something like the following video 
explains … followed by whitespace where the video is supposed to be (this 
happens a LOT). Sometimes you can go looking on the youtube channel and find 
the video they were talking about (well I mean maybe -- in the end you can't be 
completely sure it's the same video the docs were alluding to, but most of the 
time I've been able to find what seems to be the missing piece).

docs.bmc.com … well … I've not had a lot of luck with the search function so 
far. I'd spent some time looking for a hierarchal directory on that site, so I 
could perhaps have a better shot at finding what I'm looking for the old 
fashioned way … and I might be missing it, but I can't seem to find one.

In any case, much thanks for the pointers. 

Still haven't found my missing PDFs … in particular, the BMC Remedy ITSM 
Configuration Quick Start seems to have a promising title … though I fear if I 
find it, that it'll be along the lines of the CMDB quick start card which is 
… pretty laughable Step 1: install it! Step 2: put your data in! step 3: 
PROFITABILITY! … LOL.

I'm working my way now through the Remedy IT Service Management Administration 
Guide which is actually answering a lot of my questions (though in an odd 
order).

I've searched Amazon quite thoroughly, and unless I'm missing it, nobody seems 
to have written a book about BMC ITSM. Which is kind of astounding given it's 
complexity. Seems like a golden opportunity for some technically minded author 
out there to write BMC ITSM Demystified or the like :-)

-Andy



On Sep 26, 2013, at 1:58 AM, Rüdiger Tams ruedi...@tams.de wrote:

 **
 
 Hi,
  
 some sources I know. Maybe they are useful - and maybe you know them 
 already...
  
 videos: http://www.youtube.com/user/BMCSoftwareBMCtv 
 docs: https://docs.bmc.com/docs/dashboard.action (you have a SupC-id, right?)
  
 HTH
 Rüdiger
  
 
 Von: Andrew Hicox and...@hicox.com
 An: arslist@ARSLIST.ORG 
 Gesendet: 19:12 Mittwoch, 25.September 2013
 Betreff: ITSM n00b looking for documentation and/or (free) learning resources
 
 **
 Everyone,
 
 I've been working with Remedy in a custom development context for a very long 
 time, and I'm now preparing to start a new gig where I'll be working with 
 ITSM for the first time. I've gotten rather lucky in that the shop I'll be 
 working for has both custom development work (which I should be able to step 
 right into), and also an ITSM system that I'll be getting up to speed on, and 
 doing quite a bit of learning about. 
 
 I don't expect I'll become an expert overnight. ITSM is deeper than the mind 
 of Minolta, no doubt. However I'd like to do a bit of homework before I start 
 the new job, so that I have a good foundation to begin from.
 
 For the last three weeks it feels like I've been completely spinning my 
 wheels. Though I've finally managed to get a proper 8.1 install over Oracle 
 set up on some Linux VMs, the online documentation for 8.1. is basically 
 rubbish. I'm sorry to say it, but after really giving it everything I've got, 
 trying to make heads or tails of it for three weeks now … the 8.1 ITSM online 
 documentation really is like someone took a pile of half written design 
 documents and put them through a blender, then slapped 'em on the internet 
 and said DONE!.
 
 What I'd give at this point for a nice set of PDFs like those that come with 
 the arserver install … (PDF exports of the mess on the internet do not count).
 
 Well … I was ready to give up, then out of desperation, I began typing my 
 questions into Google, and LO and BEHOLD … PDF's EXIST, but only for the 
 7.6.04 version (well ok … it's better than nothing -- which is precisely what 
 the online documentation is, at least to someone coming from my perspective). 
 After further investigation, I determined these PDFs were for all intents and 
 purposes deeply hidden in the help file downloads for each ITSM component. It 
 took me all darn day … I had to download like 10 or 15 GB of data off the 
 support site, write a perl script to spider through, find all the PDFs, MD5 
 them and expunge the duplicates, but I finally managed to get a set of ITSM 
 documentation together (per the list of 'related documents' at the top of the 
 BMC Remedy IT Service Management Concepts Guide). 
 
 Well … mostly complete. I still can't find these, and I'm wondering if anyone 
 can help me or point me to where they might be:
 
 * Remedy BMC ITSM Configuration Quick Start
 * BMC BladeLogic Client Automation Configuration Discovery Integration 
 for CMDB Getting Started Guide
 * BMC BladeLogic Client Automation CMS Tuner User Guide
 * BMC Service Management Process Model Best Practice Flows
 * BMC Service Management Process Model Role Mapping to BMC Remedy ITSM 
 Suite
 
 Again

ITSM n00b looking for documentation and/or (free) learning resources

2013-09-25 Thread Andrew Hicox

Everyone,

I've been working with Remedy in a custom development context for a very long 
time, and I'm now preparing to start a new gig where I'll be working with ITSM 
for the first time. I've gotten rather lucky in that the shop I'll be working 
for has both custom development work (which I should be able to step right 
into), and also an ITSM system that I'll be getting up to speed on, and doing 
quite a bit of learning about. 

I don't expect I'll become an expert overnight. ITSM is deeper than the mind of 
Minolta, no doubt. However I'd like to do a bit of homework before I start the 
new job, so that I have a good foundation to begin from.

For the last three weeks it feels like I've been completely spinning my wheels. 
Though I've finally managed to get a proper 8.1 install over Oracle set up on 
some Linux VMs, the online documentation for 8.1. is basically rubbish. I'm 
sorry to say it, but after really giving it everything I've got, trying to make 
heads or tails of it for three weeks now … the 8.1 ITSM online documentation 
really is like someone took a pile of half written design documents and put 
them through a blender, then slapped 'em on the internet and said DONE!.

What I'd give at this point for a nice set of PDFs like those that come with 
the arserver install … (PDF exports of the mess on the internet do not count).

Well … I was ready to give up, then out of desperation, I began typing my 
questions into Google, and LO and BEHOLD … PDF's EXIST, but only for the 7.6.04 
version (well ok … it's better than nothing -- which is precisely what the 
online documentation is, at least to someone coming from my perspective). After 
further investigation, I determined these PDFs were for all intents and 
purposes deeply hidden in the help file downloads for each ITSM component. It 
took me all darn day … I had to download like 10 or 15 GB of data off the 
support site, write a perl script to spider through, find all the PDFs, MD5 
them and expunge the duplicates, but I finally managed to get a set of ITSM 
documentation together (per the list of 'related documents' at the top of the 
BMC Remedy IT Service Management Concepts Guide). 

Well … mostly complete. I still can't find these, and I'm wondering if anyone 
can help me or point me to where they might be:

* Remedy BMC ITSM Configuration Quick Start
* BMC BladeLogic Client Automation Configuration Discovery Integration for 
CMDB Getting Started Guide
* BMC BladeLogic Client Automation CMS Tuner User Guide
* BMC Service Management Process Model Best Practice Flows
* BMC Service Management Process Model Role Mapping to BMC Remedy ITSM Suite

Again … I've found the rest, though to be frank even the PDFs (though 1x 
better than the online documentation) tend to be rather impenetrable as well. 
I've got about 2.5 weeks left to get my learn-on. I'd like to be able to do the 
following before I start my new gig:

1) set up a new company via the Application Administration form, and actually 
*know* what all the steps mean -- it seems like there should be some sort of 
walk through doc that tells you for instance, what the specific significance of 
support group role is, but damned if I can find it so far.

2) set up a minimal group of fake users required to walk various ticket types 
through a lifecycle (Incidents and Change Requests minimally). Not unlike the 
Calbro demo data, but I want to set this up myself for my fake company from 
step 1so I can genuinely understand what's going on.

3) enter some fake CI's into the CMDB for my fake company. My first thought was 
setup ADDM and let it scan my home network and put in whatever it finds. After 
looking at the complexity of ADDM, my second thought is there must be a way to 
feed in a CSV file or something

If anyone out there in Remedy-land has any resources in mind that could help me 
on my way, I'd much appreciate links and hints,

thanks everyone,

-Andy
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HostID for ITSM preconfigured stack install?

2013-09-10 Thread Andrew Hicox

Everyone,

I apologize in advance, this may be a dumb question that's answered in the 
install docs, but dang if I can find it this morning.

The long and short of it: I want to set up a quick ITSM install and poke around 
/ evaluate / get an idea what I'm in for. I've downloaded 
BMCRemedyITSMSuitePreconfiguredStack8.1.00.Linux.tar.gz, which just appears to 
be an ARServer/Midtier plus all the ITSM bits. Cool.

So I set up a DB, set up a VM make sure it's got all the Linux bits that it 
needs and plenty of disk space, fire up the installer, and it asks for a 
license key. Presumably because there is so much data in the ITSM install, it 
violates the no more than 10k records condition of a demo-licensed arserver.

Cool, cool. I can go get an eval license off the BMC site.
But I need the Host-ID.

The only place I know to get the Host-ID is off the arserver license dialog.
Which I don't have. Because I don't have an arserver yet!

And while I could go on … install the arserver, get the hostID, go get my eval 
license, then come back and install the rest of ITSM, it seems like it'd be 
awful nice to be able to use this all-in-one installer and get it over with all 
in one go.

Does anyone know a way to get the host-id off a system before you put up an 
arserver?

thanks,

-Andy
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Re: HostID for ITSM preconfigured stack install?

2013-09-10 Thread Andrew Hicox



HAHH! I can't believe I never noticed this before.
Sure enough, it IS is the MAC addy of the primary network card on Linux.

Thanks a ton, everyone!

-Andy

On Sep 10, 2013, at 8:40 AM, Dale Jones d...@dcshq.com wrote:

 **
 Carl,
 
 Lynix
 ifconfig | grep HWaddr
 
 
 [root@Server503 logs]# ifconfig | grep HWaddr
 eth0  Link encap:Ethernet  HWaddr 00:50:56:8E:6D:1A
 
 Remove : or -'s
 Host ID will 0050568e6d1a
 
 Take Care
 Dale Jones
 DCS
 Raleigh, NC
 919-523-6034
 From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
 behalf of Longwing, Lj [llongw...@usgs.gov]
 Sent: Tuesday, September 10, 2013 9:35 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: HostID for ITSM preconfigured stack install?
 
 **
 Carl,
 I know that's true in Windows...but I seem to remember it being different in 
 some os's...particularly Solaris...but I'm unsure about Linux
 
 
 On Tue, Sep 10, 2013 at 7:30 AM, Carl Wilson carlbwil...@gmail.com wrote:
 **
 Hi,
 The Host ID is the MAC Address of the main network card in the target system 
 (minus any - separators).
  
  
 Kind Regards,
  
 Carl Wilson
  
 http://www.missingpiecessoftware.com/ 
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Hicox
 Sent: 10 September 2013 14:28
 To: arslist@ARSLIST.ORG
 Subject: HostID for ITSM preconfigured stack install?
  
 **
 Everyone,
  
 I apologize in advance, this may be a dumb question that's answered in the 
 install docs, but dang if I can find it this morning.
  
 The long and short of it: I want to set up a quick ITSM install and poke 
 around / evaluate / get an idea what I'm in for. I've downloaded 
 BMCRemedyITSMSuitePreconfiguredStack8.1.00.Linux.tar.gz, which just appears 
 to be an ARServer/Midtier plus all the ITSM bits. Cool.
  
 So I set up a DB, set up a VM make sure it's got all the Linux bits that it 
 needs and plenty of disk space, fire up the installer, and it asks for a 
 license key. Presumably because there is so much data in the ITSM install, it 
 violates the no more than 10k records condition of a demo-licensed arserver.
  
 Cool, cool. I can go get an eval license off the BMC site.
 But I need the Host-ID.
  
 The only place I know to get the Host-ID is off the arserver license dialog.
 Which I don't have. Because I don't have an arserver yet!
  
 And while I could go on … install the arserver, get the hostID, go get my 
 eval license, then come back and install the rest of ITSM, it seems like it'd 
 be awful nice to be able to use this all-in-one installer and get it over 
 with all in one go.
  
 Does anyone know a way to get the host-id off a system before you put up an 
 arserver?
  
 thanks,
  
 -Andy
 _ARSlist: Where the Answers Are and have been for 20 years_
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Re: ARS.XSD File location

2013-08-26 Thread Andrew Hicox


Hi everyone,

I know this is an ancient thread, but did anyone ever actually find ars.xsd?

The reason I ask is that I seem to have (I think) found a bug in the xml-mode 
import/export API function on 7.6.04. 
It appears any active link with an open window action that specifies Display 
Directly mode fails API import with 

XML Parsing error. Invalid enumeration value.

Tracing it further, it seems to be related to the value of windowMode, which 
is NULL when you export an active link with one of these Display Directly open 
window actions as so:

windowMode /

If you change the active link to some other display mode and export, you'll get 
values such as this (which import fine):

windowModedisplayDetailOnly/windowMode

tellingly, if you export one of these active links in def mode you'll see:

open-winmod: 18

which sort of hints that this is value #18 in an enumerated list.

And if I could find the XSD, I'd bet money I can put whatever is defined as 
value #18 for windowMode in and manually fix these active link definitions.

SO … anyone know where ars.xsd lives?

-Andy

On Aug 21, 2008, at 2:07 AM, Saravanan Palaniappan saravan...@virtusa.com 
wrote:

 **
 Hi Listers,
 I generated a XML file (instead of DEF file) while exporting a form from the 
 server.
 The XML refers to an XSD file called ars.xsd.
 I wanted that XSD file to understand the tag definitions better.
 I did search for that but couldn’t find it.
 Can you please help me out with the location to find the file?
  
 Thanks in advance.
  
 Thanks  Regards
 Saravanan Palaniappan
 ITSM
  
 To teach and to learn, to laugh and make others laugh.  This is my purpose.  
 Any day I don't do this was not worth the time it took to get through it.
  
  
 
 This message, including any attachments, contains confidential information 
 intended for a specific individual and purpose, and is intended for the 
 addressee only. Any unauthorized disclosure, use, dissemination, copying, or 
 distribution of this message or any of its attachments or the information 
 contained in this e-mail, or the taking of any action based on it, is 
 strictly prohibited. If you are not the intended recipient, please notify the 
 sender immediately by return e-mail and delete this message.
 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___


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Re: ARS.XSD File location

2013-08-26 Thread Andrew Hicox


Indeed!

That does appear to be the list. However, to manually correct the xml def 
exports (so that they can be imported), I need to see the ars.xsd, so I can 
correlate value #18 to whatever enumerated string value is expected in on the 
windowMode node.

(it's a long story … I have to use xml definition files in this particular 
scenario) ...

again, anyone out there (maybe even someone at BMC) have the ars.xsd?
I've looked thoroughly through the dev-studio kit install, and through the 
server installation, and can't find it anywhere.

thanks!

-Andy



On Aug 26, 2013, at 4:27 PM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 Andy,
 I believe the list you are looking for is
 
 0 - AR_ACTIVE_LINK_ACTION_OPEN_DLG
 1 - AR_ACTIVE_LINK_ACTION_OPEN_SEARCH
 2 - AR_ACTIVE_LINK_ACTION_OPEN_SUBMIT
 3 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_LST
 4 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DETAIL
 5 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_SPLIT
 6 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_LST
 7 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_DETAIL
 8 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_SPLIT
 9 - AR_ACTIVE_LINK_ACTION_OPEN_REPORT
 10 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY
 11 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY
 12 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT
 13 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_LST
 14 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_DETAIL
 15 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_SPLIT
 16 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT
 17 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_LST
 18 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_DETAIL
 19 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_SPLIT
 20 - AR_ACTIVE_LINK_ACTION_OPEN_POPUP
 
 
 
 On Mon, Aug 26, 2013 at 2:59 PM, Andrew Hicox and...@hicox.com wrote:
 **
 
 Hi everyone,
 
 I know this is an ancient thread, but did anyone ever actually find ars.xsd?
 
 The reason I ask is that I seem to have (I think) found a bug in the xml-mode 
 import/export API function on 7.6.04. 
 It appears any active link with an open window action that specifies Display 
 Directly mode fails API import with 
 
 XML Parsing error. Invalid enumeration value.
 
 Tracing it further, it seems to be related to the value of windowMode, 
 which is NULL when you export an active link with one of these Display 
 Directly open window actions as so:
 
 windowMode /
 
 If you change the active link to some other display mode and export, you'll 
 get values such as this (which import fine):
 
 windowModedisplayDetailOnly/windowMode
 
 tellingly, if you export one of these active links in def mode you'll see:
 
 open-winmod: 18
 
 which sort of hints that this is value #18 in an enumerated list.
 
 And if I could find the XSD, I'd bet money I can put whatever is defined as 
 value #18 for windowMode in and manually fix these active link definitions.
 
 SO … anyone know where ars.xsd lives?
 
 -Andy
 
 On Aug 21, 2008, at 2:07 AM, Saravanan Palaniappan saravan...@virtusa.com 
 wrote:
 
 **
 Hi Listers,
 
 I generated a XML file (instead of DEF file) while exporting a form from the 
 server.
 
 The XML refers to an XSD file called ars.xsd.
 
 I wanted that XSD file to understand the tag definitions better.
 
 I did search for that but couldn’t find it.
 
 Can you please help me out with the location to find the file?
 
  
 Thanks in advance.
 
  
 Thanks  Regards
 
 Saravanan Palaniappan
 
 ITSM
 
  
 
 To teach and to learn, to laugh and make others laugh.  This is my purpose. 
  Any day I don't do this was not worth the time it took to get through it.
  
  
 
 This message, including any attachments, contains confidential information 
 intended for a specific individual and purpose, and is intended for the 
 addressee only. Any unauthorized disclosure, use, dissemination, copying, or 
 distribution of this message or any of its attachments or the information 
 contained in this e-mail, or the taking of any action based on it, is 
 strictly prohibited. If you are not the intended recipient, please notify 
 the sender immediately by return e-mail and delete this message.
 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are 
 html___
 
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Re: ARS.XSD File location

2013-08-26 Thread Andrew Hicox


There's not any value that would correlate to display directly in that list. 
Which … who knows … maybe the fact that it's missing from that DLL is the 
reason that dev-studio exports a null value for windowMode?.

NOTE: I did just try guessing displayDirect … that didn't work :-/

The definitive answer to this question should be in ars.xsd. Since it is 
specifically referenced in the header of every XML def export that dev-studio 
makes, I must presume that it does exist somewhere if nowhere else than in some 
BMC code repository.

I've tried searching the knowledge base on the BMC support site, but can't find 
anything there either.
I'll get around to filing a bug report, etc of course … but would be darn nice 
if I could find the right value to stick in there to just get through this one 
sticky situation.

Anyhow … bummer, but thanks for looking.
if anyone out there does have a copy of ARS.XSD … you know … shoot it out on 
the list 'eh? :-)

-Andy



On Aug 26, 2013, at 4:46 PM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 Andrew,
 To answer the question of 'where', I did a string search in arxmlutil dll 
 file I have laying around...I found the following string values that seem to 
 be related to what you are looking for
 
 modifyDirectSplitWindow
 modifyDirectDetailOnly
 modifyDirectListOnly
 modifyDirect
 display
 modify
 report
 displaySplitWindow
 displayDetailOnly
 displayListOnly
 modifySplitWindow
 modifyDetailOnly
 modifyListOnly
 search
 
 I don't know if one of them will help you, as it seems to be missing 6 that 
 the other list had (haven't matched them up to figure out which ones)but 
 I hope the one you are looking for is here.
 
 
 On Mon, Aug 26, 2013 at 3:33 PM, Andrew Hicox and...@hicox.com wrote:
 **
 
 Indeed!
 
 That does appear to be the list. However, to manually correct the xml def 
 exports (so that they can be imported), I need to see the ars.xsd, so I can 
 correlate value #18 to whatever enumerated string value is expected in on the 
 windowMode node.
 
 (it's a long story … I have to use xml definition files in this particular 
 scenario) ...
 
 again, anyone out there (maybe even someone at BMC) have the ars.xsd?
 I've looked thoroughly through the dev-studio kit install, and through the 
 server installation, and can't find it anywhere.
 
 thanks!
 
 -Andy
 
 
 
 On Aug 26, 2013, at 4:27 PM, Longwing, Lj llongw...@usgs.gov wrote:
 
 **
 Andy,
 I believe the list you are looking for is
 
 0 - AR_ACTIVE_LINK_ACTION_OPEN_DLG
 1 - AR_ACTIVE_LINK_ACTION_OPEN_SEARCH
 2 - AR_ACTIVE_LINK_ACTION_OPEN_SUBMIT
 3 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_LST
 4 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DETAIL
 5 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_SPLIT
 6 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_LST
 7 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_DETAIL
 8 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY_SPLIT
 9 - AR_ACTIVE_LINK_ACTION_OPEN_REPORT
 10 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY
 11 - AR_ACTIVE_LINK_ACTION_OPEN_DSPLY
 12 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT
 13 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_LST
 14 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_DETAIL
 15 - AR_ACTIVE_LINK_ACTION_OPEN_MODIFY_DIRECT_SPLIT
 16 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT
 17 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_LST
 18 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_DETAIL
 19 - AR_ACTIVE_LINK_ACTION_OPEN_DISPLAY_DIRECT_SPLIT
 20 - AR_ACTIVE_LINK_ACTION_OPEN_POPUP
 
 
 
 On Mon, Aug 26, 2013 at 2:59 PM, Andrew Hicox and...@hicox.com wrote:
 **
 
 Hi everyone,
 
 I know this is an ancient thread, but did anyone ever actually find ars.xsd?
 
 The reason I ask is that I seem to have (I think) found a bug in the 
 xml-mode import/export API function on 7.6.04. 
 It appears any active link with an open window action that specifies 
 Display Directly mode fails API import with 
 
 XML Parsing error. Invalid enumeration value.
 
 Tracing it further, it seems to be related to the value of windowMode, 
 which is NULL when you export an active link with one of these Display 
 Directly open window actions as so:
 
 windowMode /
 
 If you change the active link to some other display mode and export, you'll 
 get values such as this (which import fine):
 
 windowModedisplayDetailOnly/windowMode
 
 tellingly, if you export one of these active links in def mode you'll see:
 
 open-winmod: 18
 
 which sort of hints that this is value #18 in an enumerated list.
 
 And if I could find the XSD, I'd bet money I can put whatever is defined as 
 value #18 for windowMode in and manually fix these active link definitions.
 
 SO … anyone know where ars.xsd lives?
 
 -Andy
 
 On Aug 21, 2008, at 2:07 AM, Saravanan Palaniappan saravan...@virtusa.com 
 wrote:
 
 **
 Hi Listers,
 
 I generated a XML file (instead of DEF file) while exporting a form from 
 the server.
 
 The XML refers to an XSD file called ars.xsd.
 
 I wanted that XSD file to understand the tag definitions better.
 
 I did search for that but couldn’t find it.
 
 Can you

how to identify FTS-indexed fields from the DB?

2013-05-28 Thread Andrew Hicox

Hello everyone,

I currently find myself in the third circle of ARS hell ... debugging FTS on 
ARS 7.6.03 (it's a long story on why we're not on 7.6.04 yet, but suffice it to 
say, I have no immediate control of that situation).

We have had an FTS re-index procedure running for more than a month now. I need 
to get an idea on where it is, and how much longer it needs to finish. I can 
trace some of this through the arftsindex.log(s). It seems to iterate per-form, 
per-indexed field. So ... form A, indexed field 1 ... then indexed field 2, 
etc, etc cycling through every record in the form N times where N is the number 
of indexed columns in the form.

So ... part of this is that I need to be able to know exactly how many such 
fields and forms I'm looking at.
I need a better way of doing this than to open each form on the server, and 
pick through the field properties on every form.

I've tried running the sql log on server startup to try and capture whatever it 
is the ft dispatcher executes in the DB to find the indexed fields, but if it's 
there I sure as heck can't find it. There do not appear to be any obvious 
columns on the 'FIELD' table that would indicate FTS indexing mode, nor do 
there appear to be any adjunct tables (like the various FIELD_* tables) that 
would contain this data.

I'd like very much to be able to execute a query on the DB that would return 
schemaid and fieldid of all the fields that the FTS indexer is going to try and 
run through.

Does anyone know of a way to do this?

-Andy
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Re: how to identify FTS-indexed fields from the DB?

2013-05-28 Thread Andrew Hicox


aah yes, FT_PENDING ...

I had perhaps falsely presumed this was a cache mechanism to queue fields for 
the indexer while the indexer was busy doing things (for instance re-indexing, 
as it is now, or for instance to queue records if the indexer is still working 
on the last run at the next scan interval). 

I see a relatively small number of records in FT_PENDING (around 9k). However, 
I don't think the indexer is stuck. It is consistently writing to the 
collection directory (albeit excruciatingly slowly), and also it's logging like 
mad. It should have several million records to scan ... each with multiple 
indexed fields, so I would expect this to run for a while, but at the same time 
... at this point, I need to get an idea of what it's doing ... how much longer 
it has to go. People have questions, and I don't have answers :-/

I should mention that we've taken the obvious steps of allocating more threads 
to the FTS RPC queue and also in the FTS plugin config. 

I should also mention that for a period of about a week and a half, we had some 
external issues which were causing the arserverd process to hang, die and 
restart at least twice daily ... does anyone know if arsystem restart  causes 
an in-progress FTS re-index to dump it's work and begin again? I wonder if this 
could be part of our problem? By that same token I can't seem to find any 
obvious way to force FTS to abort a re-index procedure and begin again 
(presuming that's not what happens by default when you restart arsystem).

thanks for the pointers to the docs and the kb guys ... I'll have another 
search through those.

-Andy


On May 28, 2013, at 12:53 PM, Tauf Chowdhury wrote:

 I may be fuzzy on this but there is a table called FT_Pending that
 holds some data on what is being indexed and then dropped once it is
 in the collection directory. If your indexing is running for more than
 a month though, I'm pretty sure it's hung and not doing anything. The
 size of FT_Pending should always be small if the indexing is in
 progress.
 
 Sent from my iPhone
 
 On May 28, 2013, at 1:47 PM, Andrew Hicox and...@hicox.com wrote:
 
 Hello everyone,
 
 I currently find myself in the third circle of ARS hell ... debugging FTS on 
 ARS 7.6.03 (it's a long story on why we're not on 7.6.04 yet, but suffice it 
 to say, I have no immediate control of that situation).
 
 We have had an FTS re-index procedure running for more than a month now. I 
 need to get an idea on where it is, and how much longer it needs to finish. 
 I can trace some of this through the arftsindex.log(s). It seems to iterate 
 per-form, per-indexed field. So ... form A, indexed field 1 ... then indexed 
 field 2, etc, etc cycling through every record in the form N times where N 
 is the number of indexed columns in the form.
 
 So ... part of this is that I need to be able to know exactly how many such 
 fields and forms I'm looking at.
 I need a better way of doing this than to open each form on the server, and 
 pick through the field properties on every form.
 
 I've tried running the sql log on server startup to try and capture whatever 
 it is the ft dispatcher executes in the DB to find the indexed fields, but 
 if it's there I sure as heck can't find it. There do not appear to be any 
 obvious columns on the 'FIELD' table that would indicate FTS indexing mode, 
 nor do there appear to be any adjunct tables (like the various FIELD_* 
 tables) that would contain this data.
 
 I'd like very much to be able to execute a query on the DB that would return 
 schemaid and fieldid of all the fields that the FTS indexer is going to try 
 and run through.
 
 Does anyone know of a way to do this?
 
 -Andy
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Re: how to identify FTS-indexed fields from the DB?

2013-05-28 Thread Andrew Hicox


EXCELLENT, dude! That's exactly what I was looking for.
Rock on!

thanks again,

-Andy


On May 28, 2013, at 1:57 PM, Curtis Gallant wrote:

 **
 While you've gotten some direction with FT_Pending which is good, to answer 
 your original question on a query for seeing what fields are currently set to 
 be indexed (full list)... you simply look to see what fields have FTS 
 attribute set.  FTS will work against character, diary and attachment fields 
 so you just need to query those field_* tables and see where the 
 fullTextOptions is set to '1'.
 
 e.g. 
 
 select schemaId, fieldId from field_char where fullTextOptions = '1'
 UNION
 select schemaId, fieldId from field_diary where fullTextOptions = '1'
 UNION
 select schemaId, fieldId from field_attach where fullTextOptions = '1'
 
 If you want to use that to pull in field names and form names you can easily 
 build out the query to pull that in with the info provided by also querying 
 the field table and arschema table.
 
 Hope this helps.
 
 Also, to get at this info via Java API, you could have a method that looks 
 something this to give a CSV style output of Form Name,Field Name,Field 
 ID:
 
 public static void getFTSIndexedFields() {
try {
ListString schemaList = server.getListForm(0, 
 Constants.AR_LIST_SCHEMA_ALL_WITH_DATA|Constants.AR_HIDDEN_INCREMENT);
System.out.println(\Schema Name\,\Field Name\,\Field ID\);
for (String schema : schemaList) {
ListField schemaFields = server.getListFieldObjects(schema, 
 Constants.AR_FIELD_TYPE_DATA);
for (Field field : schemaFields) {
FieldLimit fLimit = field.getFieldLimit();
if (fLimit != null) {
if (fLimit.getDataType() == Constants.AR_DATA_TYPE_CHAR) {
if (((CharacterFieldLimit)fLimit).getFullTextOption() 
 == 1) {
System.out.println(\ + schema + \, + \ + 
 field.getName() + \, + \ + field.getFieldID() + \);
}
}
else if (fLimit.getDataType() == 
 Constants.AR_DATA_TYPE_DIARY) {
if (((DiaryFieldLimit)fLimit).getFullTextOption() == 
 1) {
System.out.println(\ + schema + \, + \ + 
 field.getName() + \, + \ + field.getFieldID() + \);
}
}
else if (fLimit.getDataType() == 
 Constants.AR_DATA_TYPE_ATTACH ) {
if (((AttachmentFieldLimit)fLimit).getFullTextOption() 
 == 1) {
System.out.println(\ + schema + \, + \ + 
 field.getName() + \, + \ + field.getFieldID() + \);
}
}
}
}
}
} catch (ARException e) {
System.out.println(e.getMessage());
}
 }
 
 
 
 Cheers,
 
 
 On Tue, May 28, 2013 at 1:43 PM, Andrew Hicox and...@hicox.com wrote:
 Hello everyone,
 
 I currently find myself in the third circle of ARS hell ... debugging FTS on 
 ARS 7.6.03 (it's a long story on why we're not on 7.6.04 yet, but suffice it 
 to say, I have no immediate control of that situation).
 
 We have had an FTS re-index procedure running for more than a month now. I 
 need to get an idea on where it is, and how much longer it needs to finish. I 
 can trace some of this through the arftsindex.log(s). It seems to iterate 
 per-form, per-indexed field. So ... form A, indexed field 1 ... then indexed 
 field 2, etc, etc cycling through every record in the form N times where N is 
 the number of indexed columns in the form.
 
 So ... part of this is that I need to be able to know exactly how many such 
 fields and forms I'm looking at.
 I need a better way of doing this than to open each form on the server, and 
 pick through the field properties on every form.
 
 I've tried running the sql log on server startup to try and capture whatever 
 it is the ft dispatcher executes in the DB to find the indexed fields, but if 
 it's there I sure as heck can't find it. There do not appear to be any 
 obvious columns on the 'FIELD' table that would indicate FTS indexing mode, 
 nor do there appear to be any adjunct tables (like the various FIELD_* 
 tables) that would contain this data.
 
 I'd like very much to be able to execute a query on the DB that would return 
 schemaid and fieldid of all the fields that the FTS indexer is going to try 
 and run through.
 
 Does anyone know of a way to do this?
 
 -Andy
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Re: Image references in HTML templates

2011-12-07 Thread Andrew Hicox

Hi Jason, 

thanks for the response. that is indeed, exactly what I'm trying to do. 
However, though I can create both HTML templates and Images in the AR System 
Resource Definitions form, I don't seem to be able to figure out how to use one 
of those images in the HTML template. 

So I need to be able to create an HTML template with image references in it.

-Andy

On Dec 6, 2011, at 5:39 PM, Jason Miller wrote:

 ** Hi Andrew,
 
 What about putting the HTML file in the AR System Resource Definitions 
 form?  A record in here and a little workflow to do a Set Fields to your View 
 Field should do the trick.
 
 Bullet two has a little bit of info in the 7.6.04 Form and Application 
 Objects Guide on page 380 and some more on 388 (the feature was introduced 
 in 7.5 so you have it in 7.6.03).
 
 **
 View fields
 A view field is a display-only field that displays any type of content that a 
 typical browser can display, including the following:
 
 * Views of AR System forms.
 
 * HTML templates registered in AR System Resource Definitions with parameters 
 or embedded field references. These can be full HTML documents, or HTML 
 fragments that are included in the main page.
 
 * Attachment field contents, such as HTML files, image files, and Microsoft 
 Word documents.
 
 The common use of view field is to embed multiple forms on the view fields 
 that are present on a container form. Embedded forms can share the user 
 interface and workflow. You can load AR System forms as Inline forms. For 
 more information, see “Inline Forms” on page 150.
 
 You set the initial value of a view field by setting its Text property to 
 bind a URL or a template name. You can also set the initial value using a Set 
 Fields active link action, optionally using theTEMPLATE() function. For more 
 information, see “Creating view fields.”
 **
 
 Let me know if that works.
 Jason
 
 On Mon, Dec 5, 2011 at 2:48 PM, Andrew Hicox and...@hicox.com wrote:
 Hi everyone,
 
 I have a pretty odd set up, where hostnames of our mid-tier servers are not 
 static. Which is to say, from one network segment in the company it's 
 hostname 1, and from another it's hostname 2, and from still others there 
 is no DNS at all, and it's just an IP address (and at that -- sometimes not 
 even the same IP, sometimes it's the IP of a proxy). There are also load 
 balancers involved across multiple mid-tiers as well.
 
 I have a form, and in that form, I have a view field. In that view field, I 
 want to load up an HTML template full of help text. I'd just love to include 
 some graphics (screenshots will be helpful here). The only problem is that 
 since the template is not being served from any discernible document root 
 (it's loaded up in an active link set-fields template() action), there is no 
 relative path for image files.
 
 I can bypass this by putting in an fully qualified URL to the image files, 
 but the problem is that I can't actually KNOW what the hostname is going to 
 be. It might have bounced through a proxy, into a nat translation, or what 
 have you.
 
 I'd *really* like to be able to include references to BMC image objects in my 
 template. Intuitively, it seems like this would be the right way to handle 
 it anyhow.
 
 I don't see a way to do that in the documentation (though admittedly, I may 
 have missed it).
 We're on 7.6.03.
 
 Anyone ever do something like this?
 
 -Andy
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Re: Image references in HTML templates

2011-12-07 Thread Andrew Hicox


HO-LY Mackerel!
You sir, are a genius!

So ... for the benefit of future googlers ... set ${IMAGE} to 'Name' from AR 
System Resource Definitions.
Since you're not including a file extension in your HTML source, it's important 
to set the 'Mime Type' value correctly on AR System Resource Definitions.

One better.
Here's how you can directly access your images on midtier:

http://hostname/arsys/sharedresources/image/'Name'?server=$SERVER$

this is a huge help, dude!
again, thanks so much!

-Andy

On Dec 7, 2011, at 3:55 PM, Jason Miller wrote:

 ** I played with something similar that never made it to production. Here is 
 a snippet from the HTML template that was stored in the AR System Resource 
 form and was calling an image that was also stored in the AR System Resource 
 form.
 
 img src=sharedresources/image/${IMAGE} width=75 height=50 border=/
 
 This code is for a Tooltip template and there is a Set Fields action before 
 this template is called that associates ${IMAGE} with the AR System Resource 
 record name.  I think it may work with showing the HTML template in a View 
 Field instead of as a Tooltip in a Message action.
 
 Jason
 
 On Wed, Dec 7, 2011 at 5:26 AM, Andrew Hicox and...@hicox.com wrote:
 **
 Hi Jason, 
 
 thanks for the response. that is indeed, exactly what I'm trying to do. 
 However, though I can create both HTML templates and Images in the AR System 
 Resource Definitions form, I don't seem to be able to figure out how to use 
 one of those images in the HTML template. 
 
 So I need to be able to create an HTML template with image references in it.
 
 -Andy
 
 On Dec 6, 2011, at 5:39 PM, Jason Miller wrote:
 
 ** Hi Andrew,
 
 What about putting the HTML file in the AR System Resource Definitions 
 form?  A record in here and a little workflow to do a Set Fields to your 
 View Field should do the trick.
 
 Bullet two has a little bit of info in the 7.6.04 Form and Application 
 Objects Guide on page 380 and some more on 388 (the feature was introduced 
 in 7.5 so you have it in 7.6.03).
 
 **
 View fields
 A view field is a display-only field that displays any type of content that 
 a typical browser can display, including the following:
 
 * Views of AR System forms.
 
 * HTML templates registered in AR System Resource Definitions with 
 parameters or embedded field references. These can be full HTML documents, 
 or HTML fragments that are included in the main page.
 
 * Attachment field contents, such as HTML files, image files, and Microsoft 
 Word documents.
 
 The common use of view field is to embed multiple forms on the view fields 
 that are present on a container form. Embedded forms can share the user 
 interface and workflow. You can load AR System forms as Inline forms. For 
 more information, see “Inline Forms” on page 150.
 
 You set the initial value of a view field by setting its Text property to 
 bind a URL or a template name. You can also set the initial value using a 
 Set Fields active link action, optionally using theTEMPLATE() function. For 
 more information, see “Creating view fields.”
 **
 
 Let me know if that works.
 Jason
 
 On Mon, Dec 5, 2011 at 2:48 PM, Andrew Hicox and...@hicox.com wrote:
 Hi everyone,
 
 I have a pretty odd set up, where hostnames of our mid-tier servers are not 
 static. Which is to say, from one network segment in the company it's 
 hostname 1, and from another it's hostname 2, and from still others 
 there is no DNS at all, and it's just an IP address (and at that -- 
 sometimes not even the same IP, sometimes it's the IP of a proxy). There are 
 also load balancers involved across multiple mid-tiers as well.
 
 I have a form, and in that form, I have a view field. In that view field, I 
 want to load up an HTML template full of help text. I'd just love to include 
 some graphics (screenshots will be helpful here). The only problem is that 
 since the template is not being served from any discernible document root 
 (it's loaded up in an active link set-fields template() action), there is no 
 relative path for image files.
 
 I can bypass this by putting in an fully qualified URL to the image files, 
 but the problem is that I can't actually KNOW what the hostname is going to 
 be. It might have bounced through a proxy, into a nat translation, or what 
 have you.
 
 I'd *really* like to be able to include references to BMC image objects in 
 my template. Intuitively, it seems like this would be the right way to 
 handle it anyhow.
 
 I don't see a way to do that in the documentation (though admittedly, I may 
 have missed it).
 We're on 7.6.03.
 
 Anyone ever do something like this?
 
 -Andy
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Image references in HTML templates

2011-12-05 Thread Andrew Hicox

Hi everyone,

I have a pretty odd set up, where hostnames of our mid-tier servers are not 
static. Which is to say, from one network segment in the company it's hostname 
1, and from another it's hostname 2, and from still others there is no DNS 
at all, and it's just an IP address (and at that -- sometimes not even the same 
IP, sometimes it's the IP of a proxy). There are also load balancers involved 
across multiple mid-tiers as well.

I have a form, and in that form, I have a view field. In that view field, I 
want to load up an HTML template full of help text. I'd just love to include 
some graphics (screenshots will be helpful here). The only problem is that 
since the template is not being served from any discernible document root (it's 
loaded up in an active link set-fields template() action), there is no relative 
path for image files.

I can bypass this by putting in an fully qualified URL to the image files, but 
the problem is that I can't actually KNOW what the hostname is going to be. It 
might have bounced through a proxy, into a nat translation, or what have you.

I'd *really* like to be able to include references to BMC image objects in my 
template. Intuitively, it seems like this would be the right way to handle it 
anyhow.

I don't see a way to do that in the documentation (though admittedly, I may 
have missed it).
We're on 7.6.03.

Anyone ever do something like this?

-Andy
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web service set-fields filters on display only forms

2011-04-18 Thread Andrew Hicox

Has anyone else run into this?

When creating or modifying a filter with a set-fields action that has a web 
service data source:

Field ID is not related to this form: 8, 311

this seems to be the case on dev-studio for 7.6.003 and 7.6.004 ... but seems 
to still work correctly on aradmin?

anyone know of a solution or workaround?

thanks,

-Andy
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Re: web service set-fields filters on display only forms

2011-04-18 Thread Andrew Hicox

Except that it works on the same AR Server if you connect to it with ARAdmin 
and create said filter.
It's not that it CAN'T work it's that dev-studio doesn't think it should 
anymore, I think

I filed a bug with BMC today. 
Hopefully they'll agree with me  ... guess we'll see :-)

-Andy



On Apr 18, 2011, at 8:14 PM, LJ LongWing wrote:

 Andrew,
 Yes, I have experienced this before, and have had to convert my efforts to
 consume web services to be on regular forms.  It doesn't make sense, but you
 cannot consume a web service on a display only form because of the fact that
 the WebService plugin actually stores its definition as a setfield to field
 8 in the DB.
 
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Hicox
 Sent: Monday, April 18, 2011 2:21 PM
 To: arslist@ARSLIST.ORG
 Subject: web service set-fields filters on display only forms
 
 Has anyone else run into this?
 
 When creating or modifying a filter with a set-fields action that has a web
 service data source:
 
 Field ID is not related to this form: 8, 311
 
 this seems to be the case on dev-studio for 7.6.003 and 7.6.004 ... but
 seems to still work correctly on aradmin?
 
 anyone know of a solution or workaround?
 
 thanks,
 
 -Andy
 
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Re: CentOS: Installing ARS 7.x, ITSM 7.x on

2010-07-13 Thread Andrew Hicox

Hello everyone:

can anyone elaborate on how to trick the 7.1 ar_install into doing it's thing 
on CentOS?
I tried to follow the script through, but it gets rather complicated in there. 
If anyone has a quick hack on hand, I'd sure appreciate it.

thanks,

-Andrew


On Feb 12, 2010, at 2:44 PM, Rabi Tripathi wrote:

 Thanks Danny. That helps.
 
 On Thu, Feb 11, 2010 at 1:46 PM, Danny Kellett 
 danny.kell...@strategicworkflow.com wrote:
 
Yep, I have it running on a vm on Centos 4. Something. The AR version is 
 7.1
and ITSM 7.03.
 
You have to edit the ar_install script to fool it as it looks for Red Hat
etc though.
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi
Sent: 11 February 2010 18:42
To: arslist@ARSLIST.ORG
Subject: CentOS: Installing ARS 7.x, ITSM 7.x on
 
Doable? Any caveats?
 
I'm trying to put together a test box. Decided to build my own machine 
 using
freebies after chasing the system people to get me a RHEL box or VM, with
no results. :(  (That's supposed to be an angry and sad emoticon).
 
I will be setting up my own Oracle and perhaps apache instance as well. On
CentOS. Fun.
 
 
 
 
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make trim text selectable?

2009-03-16 Thread Andrew Hicox


Hello ARSListers:

I have a pretty basic problem.
There is a string contained in some trim text. I need my users to be  
able to select and copy this text in a web-browser via mid tier.
Normally it's not a problem to select any string of characters on a  
web page, but BMC seems to have employed some trickery whereby trim- 
text is not selectable?


Does anyone know a workaround for this?

thanks,

-Andy

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include javascript file in header

2008-10-10 Thread Andrew Hicox


Hi everyone,

I have a file with some javascript functions I'd like to be able to  
call with the active link run process thing on a form from midtier.


I'm having a hard time figuring out how I should insert the include  
for this file in the header when displaying the form on midtier.


I'm sure this can be done somehow.
Anyone know?

-Andy

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Re: 2008 User World

2008-09-26 Thread Andrew Hicox


Huntsville, AL.

We have rockets, BBQ and a mountain.
I also hear we have trees that grow money-leaves, though I've yet to  
cultivate one myself


-Andy

On Sep 26, 2008, at 10:27 AM, Shellman, David wrote:


It's not our direct bosses.

Our company is tightening it's spending as a direct result of  
economic forecasts. The State of Pennsylvania is also taking similar  
steps. I'm sure that there are others that are also others looking  
at similar steps.


GMC, Ford, and Chrysler continued to build SUV's like there was no  
tomorrow. Suddenly the price of fuel goes up and now they can't give  
them away. Plants are closing. Folks are defaulting on mortgages.  
Banks are closing. Loans are becoming harder to get.


Now upper management says Hmm do I send Dave to Vegas or I lay off  
40 people. Next week we may need to lay off another 600. Dave can  
pass on Vegas.


All I'm saying is that in tough economic times is a tougher sell  
than going to Baltimore or San Francisco or Houston or even Boston.

Dave
-
[EMAIL PROTECTED]
(Wireless)


From: Action Request System discussion list(ARSList)
To: arslist@ARSLIST.ORG
Sent: Fri Sep 26 10:56:54 2008
Subject: Re: 2008 User World

**
I kinda agree.  Especially since I know that Kelly's a hardworking,  
honest person whose demeanor doesn't scream flake.  I think maybe  
the boss was covering himself in case HIS boss asked for some  
justification for sending someone to Vegas.


Rick

On Fri, Sep 26, 2008 at 7:02 AM, Pierson, Shawn  
[EMAIL PROTECTED] wrote:
This isn't directly specifically at Kelly, but at everyone who is in  
that type of situation.



I would be offended if my boss didn't trust me enough to be  
professional and do my job.  I don't think I would want to work for  
someone that didn't trust me enough to be able to go to Las Vegas  
for a conference and attend sessions and learn things.  While your  
approach may work, it doesn't address the core issue of peoples'  
employers not believing that their people would do the right thing.   
That is a sign of a bad business relationship.



Shawn Pierson


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

Sent: Friday, September 26, 2008 7:13 AM

To: arslist@ARSLIST.ORG
Subject: Re: 2008 User World


**

If your boss bulks at Vegas (assuming that is the place) suggest  
they do what my boss did years ago


for a show in Las Vegas. He had me pick my list of sessions I  
planned to attend. I had to bring back


a complete trip report about what I learned plus a description of  
what each vendor in the expo did


and how it related/or not to our company. Believe me he could tell  
if I'd have just copied some stuff


from the slides and the show booklet (which I also had to provide to  
him)



BTW, I'm sending some of your choice comments to Management... no  
promises but I feel your pain.



Kelly Deaver

[EMAIL PROTECTED]

(Yes, I work for BMC. This post reflects the opinions of the poster  
and not the official opinion of BMC)


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how to copy 'request id' to other field on submit

2008-08-26 Thread Andrew Hicox


Hello everyone:

I have a seemingly simple thing I'd like to do.

I have a form, and an optional field on that form. If the optional  
field is $NULL$ upon submit, I'd like to copy the 'request id' (i.e.  
ticket number, fieldid = 1) into this field.


Filters do not seem to catch this, as they execute before commit.

Things I have tried.

Filter on Submit where 'optional field' = $NULL$ and 'request id' !=  
'DB.request id'

Filter on Modify with same qualification
Filter on Modify  Submit with same qualification
All of the above at execution order 0 and the absurdly high value of 999

setting $LASTID$ as the default value of 'optional field' works, but  
again because it is BEFORE the commit, it gets the previous 'request  
id' value, not the one that will belong to the record I'm in.


SO ... is there a proper way to do this (other than leaving 'optional  
field' null and having an escalation come along and fix it for me?)


thanks everyone,

-Andy

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Re: how to copy 'request id' to other field on submit

2008-08-26 Thread Andrew Hicox


thanks, this one did it like a charm.

would have tried the active link thing, but I'm going to be submitting  
records into this form from webservices, etc.


thanks again everyone,

-Andy

On Aug 26, 2008, at 4:44 PM, Grooms, Frederick W wrote:


Do a Push filter to the same form on Submit

i.e   Run-If  'Optional Filed' = $NULL$

Action  Push to same form
  Push-If '1'='$1$
  Assign Optional Field = Ticket Number (from form)

Fred


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Andrew Hicox
Sent: Tuesday, August 26, 2008 4:35 PM
To: arslist@ARSLIST.ORG
Subject: how to copy 'request id' to other field on submit

Hello everyone:

I have a seemingly simple thing I'd like to do.

I have a form, and an optional field on that form. If the optional  
field

is $NULL$ upon submit, I'd like to copy the 'request id' (i.e.
ticket number, fieldid = 1) into this field.

Filters do not seem to catch this, as they execute before commit.

Things I have tried.

Filter on Submit where 'optional field' = $NULL$ and 'request id' !=
'DB.request id'
Filter on Modify with same qualification Filter on Modify  Submit  
with

same qualification All of the above at execution order 0 and the
absurdly high value of 999

setting $LASTID$ as the default value of 'optional field' works, but
again because it is BEFORE the commit, it gets the previous 'request  
id'

value, not the one that will belong to the record I'm in.

SO ... is there a proper way to do this (other than leaving 'optional
field' null and having an escalation come along and fix it for me?)

thanks everyone,

-Andy


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Re: how to copy 'request id' to other field on submit

2008-08-26 Thread Andrew Hicox


Hi Joe:

Thanks for the explanation. I had forgotten about to use push fields,  
etc to force a filter into a later phase.


As for the reason I'm doing this ... it would be fine to simply use  
the 'request id' field, BUT users may submit values into 'optional  
field' which would override the 'request id' value. So the case is  
that 'optional field' should contain the 'request id', unless it was  
overridden by a different value from the user.


thanks again everyone for helping so thoroughly and quickly.

-Andy


On Aug 26, 2008, at 5:18 PM, Joe DeSouza wrote:


**
Andy,

May I ask why not use the Request ID field itself for whatever you  
are doing if all you want to do is copy the value of the Request ID  
field itself to that field that you have created?


The reason you do not see the request id field in ordinary set field  
actions is that set field actions happen on the first phase. During  
that first phase the transaction hasn't yet hit the database, and  
the new Request ID is not yet available and hence its value is $NULL 
$ at that time. Second and third stage actions happen after the  
request is committed to the database and these actions would have  
the Request ID available.


If whatever you are trying to accomplish can be completed with any  
of the second or third stage actions, then you could use those to  
access the value of the Request ID field..


Joe

- Original Message 
From: Andrew Hicox [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tuesday, August 26, 2008 5:34:59 PM
Subject: how to copy 'request id' to other field on submit

Hello everyone:

I have a seemingly simple thing I'd like to do.

I have a form, and an optional field on that form. If the optional  
field is $NULL$ upon submit, I'd like to copy the 'request id' (i.e.  
ticket number, fieldid = 1) into this field.


Filters do not seem to catch this, as they execute before commit.

Things I have tried.

Filter on Submit where 'optional field' = $NULL$ and 'request id' !=  
'DB.request id'

Filter on Modify with same qualification
Filter on Modify  Submit with same qualification
All of the above at execution order 0 and the absurdly high value of  
999


setting $LASTID$ as the default value of 'optional field' works, but  
again because it is BEFORE the commit, it gets the previous 'request  
id' value, not the one that will belong to the record I'm in.


SO ... is there a proper way to do this (other than leaving  
'optional field' null and having an escalation come along and fix it  
for me?)


thanks everyone,

-Andy

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How to change host for SOAP set-field action?

2008-04-01 Thread Andrew Hicox


Hello everyone:

I have a rather large collection of filters that call various SOAP  
webservices as set fields actions.


In our dev environment, the SOAP services run on, say:  
devmachine.domain.com

In our test environment, they're on testmachine.domain.com
In our production environment, prodmachine.domain.com

When the time comes to move our filters from one environment to  
another, we have a problem. If we use migrator, or if we just use  
import/export, the problem is the same: the filters still try to call  
webservices on the same host once they are ported into the new  
environment.


The only solution appears to be to open each filter individually,  
reload a WSDL which specifies the new hostname, and remap each of the  
inputs and outputs. This process is time consuming, and highly prone  
to error.


Does anyone know a method to make this change en masse?

I had thought to try to export all of the filters with SOAP calls,  
then search/replace the hostname string. THIS WILL NOT WORK.


thanks in advance everyone,

-Andrew

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Re: How to change host for SOAP set-field action?

2008-04-01 Thread Andrew Hicox


Works like a charm!
I like the idea of checking the $SERVER$ variable too ... awesome.

thanks!

-Andrew

On Apr 1, 2008, at 11:29 AM, LJ Longwing wrote:

This does actually work if you export to XML instead of DEF format,  
that's
how we do it, the alternative that I'm planning on implementing here  
is to
have a copy of each filter that fires on each environment, so if you  
have 1
filter, and 3 env's, you would have 3 filters, each with a run-if  
statement
something like $SERVER$ = 'env1.longname', that way each filter  
would exist
on all environments, but only the one for that environment would  
fire, and
you wouldn't need to export/import when you get to your new server  
to get a

filter functioning.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Andrew Hicox
Sent: Tuesday, April 01, 2008 10:20 AM
To: arslist@ARSLIST.ORG
Subject: How to change host for SOAP set-field action?

Hello everyone:

I have a rather large collection of filters that call various SOAP
webservices as set fields actions.

In our dev environment, the SOAP services run on, say:
devmachine.domain.com
In our test environment, they're on testmachine.domain.com In our  
production

environment, prodmachine.domain.com

When the time comes to move our filters from one environment to  
another, we
have a problem. If we use migrator, or if we just use import/export,  
the
problem is the same: the filters still try to call webservices on  
the same

host once they are ported into the new environment.

The only solution appears to be to open each filter individually,  
reload a
WSDL which specifies the new hostname, and remap each of the inputs  
and

outputs. This process is time consuming, and highly prone to error.

Does anyone know a method to make this change en masse?

I had thought to try to export all of the filters with SOAP calls,  
then

search/replace the hostname string. THIS WILL NOT WORK.

thanks in advance everyone,

-Andrew


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Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

2007-11-06 Thread Andrew Hicox


Look in the areas of the Appalachian Mountains and you could find many
small towns which would love to have a new business move nearby and
stimulate jobs.


Well ... you could find Americans in Hayseed county willing to work  
in a call center for cheap but not even CLOSE to what they'll work  
for in India, China and the Philippines. Plus you have American  
taxes, and healthcare and ... you name it. It's a little more  
expensive here in the US  Europe, because we have a lot of rules  
about how you can treat people, that developing countries simply  
don't have.


It sounds harsh, but BMC doesn't appear to be willing to pay the  
price-tag associated with treating their support helpdesk people the  
way they, themselves expect to be treated in their own country.  
Overseas manpower is cheap for a reason.


Given how niche of a market Remedy is ... for how incredibly large  
the price-tag for Remedy ... for how pricey SUPPORT, ITSELF IS (which  
is separate from the actual licensing) ... I simply can't believe  
that there isn't the profit margin to afford to hire quality, native  
English language support inside the US or EU.


I can almost forgive companies like Dell and Linksys for outsourcing,  
because they're in a commodity market, Their products are cheap as  
hell, and they're being squeezed from all sides economically. I  
really can't see how this is the case for BMC.


Wal-mart does not sell Remedy servers.

You can try and spin it any way you like, but the bottom line is greed.
Regardless of how good or bad the overseas support actually is, THAT  
is what pisses everyone off.


-Andrew



On Nov 6, 2007, at 12:22 PM, FRANK, GORDON CTR DISA JSSC wrote:


Classification:  UNCLASSIFIED
Caveats: NONE

Answer: Competitive edge is what the USA is all about.

However, there are many remote areas in the USA which could use a  
shot

in the arm with a Help Desk office. I come from a rural background
and many rural areas could supply help desk personnel for probably the
same rates. I really don't understand why no one has thought of this.
Look in the areas of the Appalachian Mountains and you could find many
small towns which would love to have a new business move nearby and
stimulate jobs.

Of course Northern Texas would still be hard to understand. Just  
kidding

Chris :)

Gordon Frank
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Tuesday, November 06, 2007 12:52 PM
To: arslist@ARSLIST.ORG
Subject: OT-Support Question - Whine - Rant - Ignore me!

I find the hardest thing with support is the language barrier.  The
support staff are very nice, but the language barrier does make it
difficult.

Don't know why Remedy had to outsource.



-
Does anyone find it as annoying as I do that when you submit a  
ticket to
Support, you almost always get a request back that asks these  
questions?


 What Remedy products are you using?  Version and  
patch

levels?
 What is your system environment, OS, DB, etc,?


When you submit a ticket, you select the server and along with it what
is installed on it.  How hard it is for them to look??  Granted, I
normally think ahead and put it in my ticket.  This time I didn't.
Grrr.

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]

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Classification:  UNCLASSIFIED
Caveats: NONE

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Re: Another webservice query

2007-11-01 Thread Andrew Hicox


And really... Why would anyone want to have to worry about network
path issues between every client and some external Web service host
anyway? Having the communications originate/terminate from/to the ARS
server seems like a much wiser approach to me. Having the client
connect to an external resource would add some real firewall/security
problems if you ask me.


They wouldn't.
I think what I'd like (as well as a LOT of other people would like)  
is a WEBSERVICE set-fields action in an active link, that acts  
exactly like the SQL set-fields action in an active link. You don't  
see clients making direct sqlnet connections or what have you  
directly to the DB in those cases, either for the same reasons.


This new function sounds promising, in fact, I can't wait to get the  
opportunity to install 7.1 and play with it, but to be honest, what  
you're describing sounds even MORE goofy than the situation now, of  
having to basically have a dummy form, push your webservice args to  
it, fire a filter to call the webservice, etc ...


I like Remedy and all ... but damn if they can't find a way to go  
around your ass to get to your elbow in any given situation.


-Andrew


On Nov 1, 2007, at 8:15 AM, Carey Matthew Black wrote:


Not that I have seen. (as a direct path)

But what they added in 7.1 was a more general solution. A new Filter
Execute on condition called Service that can be triggered by a new
Active Link action.
So basically you can do a null transaction (no RDBMS data created)
via this Service operation. Thus you can have the ARS server make
the WebService call and the Active link action looks like the Window
Open action in so much as there are Input and Output mappings
from the local field to the remote Form at the start and end of the
Service operation. Sure this could be used to have a filter be
triggered to call a Web Service, but it could also be called to
perform any thing that filters could do. However it still requires a
filter to call the Web Service.

And really... Why would anyone want to have to worry about network
path issues between every client and some external Web service host
anyway? Having the communications originate/terminate from/to the ARS
server seems like a much wiser approach to me. Having the client
connect to an external resource would add some real firewall/security
problems if you ask me.

Not to mention that Active Links are really optional in the ARS
design. ( An ARS API client does not honor them unless you write a
whole lot of code on your own.) So, again, making these integrations
be server based makes much more sense to me.

( I see no limitations. I see best practices being imposed for what
appear to be good reasons IMHO. )

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Nov 1, 2007 7:55 AM, Grooms, Frederick W  
[EMAIL PROTECTED] wrote:

Isn't that one of the new features of 7.1.0 (Calling webservices from
Active Links)?

On 11/1/07, Rakshit Bhandary [EMAIL PROTECTED] wrote:

**
Hi,

I have another query related to webservices. Is there a way to  
call a

webservice directly from a Active Link?

Regards,
Rakshit


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Re: refreshing a ticket?

2007-10-23 Thread Andrew Hicox


WOW ... thanks a million, man!
Did I miss this in the documentation somewhere?

thanks again, everyone,

-Andrew

On Oct 22, 2007, at 9:35 PM, Carey Matthew Black wrote:


Andrew,

There is a fairly simple way to do this. You need to refresh the table
field with the field ID 1020. The run process
PERFORM-ACTION-TABLE-REFRESH 1020 should get the job done.

I think that should work for any window OPERATION except Dialog. (but
that OPERATION should not produce the error that you mentioned. So I
think you should be ok.)

BTW: You did not mention what ARS version your on. So my suggestion
should work in v6.3 and above. (Maybe in an earlier version too, but I
did not check.)

HTH

--  
Carey Matthew Black

Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On 10/22/07, Andrew Hicox [EMAIL PROTECTED] wrote:

Hello everyone:

I have a an active link that fires  a push fields into a supporting
form when the user clicks a button. Depending on some workflow,
pushing to this supporting form may trigger further workflow which
might in some cases push data back into the record the user clicked
the button from. Resulting in the someone else has modified this
record state.

I call the commit changes action before I push the data to the
supporting form. However, I need a way, once everything finishes
firing, to force the client to reload the record that is currently
being modified.

Amazingly, there appears to be no run-process action for this? I
thought for sure there'd be something like that.

Does anyone know a way to have an active link reload the current
record? Or any better solution to my problem?

thanks everyone,

-Andrew

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refreshing a ticket?

2007-10-22 Thread Andrew Hicox


Hello everyone:

I have a an active link that fires  a push fields into a supporting  
form when the user clicks a button. Depending on some workflow,  
pushing to this supporting form may trigger further workflow which  
might in some cases push data back into the record the user clicked  
the button from. Resulting in the someone else has modified this  
record state.


I call the commit changes action before I push the data to the  
supporting form. However, I need a way, once everything finishes  
firing, to force the client to reload the record that is currently  
being modified.


Amazingly, there appears to be no run-process action for this? I  
thought for sure there'd be something like that.


Does anyone know a way to have an active link reload the current  
record? Or any better solution to my problem?


thanks everyone,

-Andrew

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Re: Screen Pop/CTI/IVR

2007-10-19 Thread Andrew Hicox


Am I the only one who doesn't know what a screen pop is ?

Certainly you can't be talking about a pop-up window.
Maybe lightbox.js kind of stuff?

-A

On Oct 19, 2007, at 8:13 AM, Betina Lose wrote:


**
Dear WARUG Listers –



Who’s doing ‘screen pop’ with Remedy?  I’m researching how to do  
screen pops (also used in context of computer telephony integration  
(CTI) and/or interactive voice response (IVR)).




If you are currently doing it, please share with me, in general  
terms, how you did it.  Did you buy a vendor product or do it  
yourself.  If you went w/ a vendor, which one.  If you did it  
yourself, how.




If you are a vendor who provides such a product, please let me  
know.  If you are a vendor who provides such services, please let  
me know.




Thank you in advance.  I appreciate the info.



--BL





Betina Lose, President/Software Engineer

Certified Remedy Skilled Professional (5.1.2, 6.3, 7.0)

Bleeding Edge Technologies, LLC

18411 Kingsmill Street

Leesburg, VA 20176



Chairperson, WARUG

www.warug.org





__20060125___This posting was submitted with  
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Re: https basic auth on webserivce call ? [SOLUTION]

2007-10-18 Thread Andrew Hicox


 Run 7.1

Aaah yes, were it only that simple, but you know how it goes ...  
we're not scheduled for that until next year, and this needs done  
right now :-)


HOWEVER, I've found a low overhead workaround that may interest the  
list:


Modify the webservice url in your WSDL from something like this:

http://soap.mydomain.com/service_dispatcher

TO something like this:

http://user:[EMAIL PROTECTED]/service_dispatcher

Load the modified WSDL up in your filter, and it *probably* will work  
(if the webserver on the far end will support it) ... in my case it did.


-Andrew ;-)



On Oct 17, 2007, at 7:05 PM, LJ LongWing (Head) wrote:


Run 7.1

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Andrew Hicox
Sent: Wednesday, October 17, 2007 3:47 PM
To: arslist@ARSLIST.ORG
Subject: https basic auth on webserivce call ?

Everyone:

I need to call an external SOAP service from a webservice setfields  
action

in a filter.
We are running ARS 7.0.01 without mid-tier.

This external SOAP service has http basic user/password  
authentication in

front of it.
As far as I can tell from the docs, there is actually no way to send a
user/pass in the http header?

Apparently there is support for this proprietary complex type one  
can insert
into the SOAP header (that IS different from the http header) for  
consuming

webservices published via the mid-tier.

SO ... does anyone out there know a way to provide a username   
password for
basic http authentication from webserbice setfields operations in a  
filter?


thanks everyone,

-Andrew

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https basic auth on webserivce call ?

2007-10-17 Thread Andrew Hicox


Everyone:

I need to call an external SOAP service from a webservice setfields  
action in a filter.

We are running ARS 7.0.01 without mid-tier.

This external SOAP service has http basic user/password  
authentication in front of it.
As far as I can tell from the docs, there is actually no way to send  
a user/pass in the http header?


Apparently there is support for this proprietary complex type one can  
insert into the SOAP header (that IS different from the http header)  
for consuming webservices published via the mid-tier.


SO ... does anyone out there know a way to provide a username   
password for basic http authentication from webserbice setfields  
operations in a filter?


thanks everyone,

-Andrew

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show records from external database in table field?

2007-10-16 Thread Andrew Hicox


Hi Everyone:

I have a situation where I need to show records from an external non- 
ARS database in a table field.


We have an external Oracle database that contains customer POC  
information. Because our remedy backend is also an Oracle database,  
we simply have a DB link to the external database inside the ARSystem  
tablespace. This works fine in most all circumstances, when we need  
data from the external database, we can select it over the database  
link from an SQL setfields action.


However, now I have a situation where I need to display a list of  
customer POCs and have a user pick one. The natural thing seems to be  
to display the POC records in a table field, and have the user click  
one. But I can't figure out how to do this.


The only thing I can think of is to have an active link fire off an  
SQL setfields and use the if multiple records match,, display list  
option. But that's not really the behavior I'm after, as the results  
list pops up in a separate window, and that's going to confuse the  
user, etc. What I want is a list of those records in a table field.


So ... has anyone out there in Remedy-land finagled some shim-sham  
like this before?


let me know,

thanks,

-Andrew

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Re: show records from external database in table field?

2007-10-16 Thread Andrew Hicox


BAM! and it works! thanks a million , guys.

-Andrew

On Oct 16, 2007, at 11:17 AM, Nall, Roger wrote:


**
Works like a charm.



Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM



From: Action Request System discussion list(ARSList)  
[mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso

Sent: Tuesday, October 16, 2007 12:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: show records from external database in table field?



** Create an Oracle view of the data in the ARSystem tablespace,
Then create a View Form using that Oracle view and attach it to  
your table field.



On 10/16/07, Andrew Hicox [EMAIL PROTECTED] wrote:

Hi Everyone:

I have a situation where I need to show records from an external non-
ARS database in a table field.

We have an external Oracle database that contains customer POC
information. Because our remedy backend is also an Oracle database,
we simply have a DB link to the external database inside the ARSystem
tablespace. This works fine in most all circumstances, when we need
data from the external database, we can select it over the database
link from an SQL setfields action.

However, now I have a situation where I need to display a list of
customer POCs and have a user pick one. The natural thing seems to be
to display the POC records in a table field, and have the user click
one. But I can't figure out how to do this.

The only thing I can think of is to have an active link fire off an
SQL setfields and use the if multiple records match,, display list
option. But that's not really the behavior I'm after, as the results
list pops up in a separate window, and that's going to confuse the
user, etc. What I want is a list of those records in a table field.

So ... has anyone out there in Remedy-land finagled some shim-sham
like this before?

let me know,

thanks,

-Andrew

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--
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com
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ars7 email engine needed for notify action?

2007-09-21 Thread Andrew Hicox


Hello everyone:

in previous releases of ARS, one could set up the notify action  
inside of a filter to send email to a user in the Users form (if they  
had a specified email address).


Now I'm using ars 7.01 and the emails won't go out.
I'm poking around in the documentation, and everything to do with  
email points to the email engine.


I need nothing more complicated than when this happens, send an  
email to this address ... so ... do I need to install and configure  
the email engine to do this now ?


thanks everyone,

-Andrew

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Re: ars7 email engine needed for notify action?

2007-09-21 Thread Andrew Hicox

LOL ... well I AM out of touch ... this worked without the email  
engine on 4.5.2, but that's upgrades for you.


So ... being the complete neophyte that I am to this email engine  
stuff ... I'm looking through the docs, and it's indicating I need to  
create an ARAdmin unix account on the machine (which might be a  
problem in my organization). Does anyone know, do I need this user to  
own the email engine process, or do I just basically need it for  
receiving emails on the system ? If I JUST want to send a  
notification, do I really need to make that account?


thanks everyone (again).

-Andrew



On Sep 21, 2007, at 12:27 PM, Mark Latta wrote:


Andrew,
You'll need the email engine installed unless you want to call an
external process like sendmail in Unix with the necessary parameters.
I'd opt for installing the email engine...

- Mark

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Andrew Hicox
Sent: Friday, September 21, 2007 11:04 AM
To: arslist@ARSLIST.ORG
Subject: ars7 email engine needed for notify action?

Hello everyone:

in previous releases of ARS, one could set up the notify action
inside of a filter to send email to a user in the Users form (if they
had a specified email address).

Now I'm using ars 7.01 and the emails won't go out.
I'm poking around in the documentation, and everything to do with
email points to the email engine.

I need nothing more complicated than when this happens, send an
email to this address ... so ... do I need to install and configure
the email engine to do this now ?

thanks everyone,

-Andrew

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Re: OT: Friday Humor...Maybe More Cool than Funny

2007-08-31 Thread Andrew Hicox


Guess wether it's cool or not depends on your politics ...

For sure, that's the way 90% of the world views the US right now, for  
better or worse.


-A

On Aug 31, 2007, at 10:06 AM, Kaiser Norm E CIV USAF 96 CS/SCCE wrote:


**
Forgive me…this isn’t exactly funny, but I think it’s cool, and I  
know there are a lot of ex-military types on the list who might  
appreciate it:




www.ladylibertyvictory.com/imagejpg.html



Norm

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Re: AR System Developer Studio Wishlists

2007-08-16 Thread Andrew Hicox


I'd second that.

I've had it happen many times where I open a form, and immediately,  
the save button unlocks, and if I close it, it asks me if I want to  
save changes, but I made no changes. Most of the time, I'm too  
chicken to save it. I'd LOVE to know what it thinks changed.


-A

On Aug 16, 2007, at 7:39 AM, Carey Matthew Black wrote:


OH.. here is another idea that I have had many times before

When you close an object window and you get that dialog object has
not been saved. Save before closing? (Yes/No/Cancel) I would really
like to see a 4th button that shows you What changed so that you can
decide if you want to answer Yes, No, or Cancel.

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On 8/14/07, Willem Nel [EMAIL PROTECTED] wrote:
** Since David admitted that we are going to be getting a new  
Admin Tool

pretty soon, it must mean that they are already working on it.

Now would probably be a good time to put together a wish list.  
Maybe someone
involved in the product is watching the list and can pick out some  
of the
stuff we want. Who knows, we might get lucky and actually get some  
of them

as part of the replacement.

Here's my wishlist:

- Undo/Redo
- Larger windows for editing the workflow
- Multi-platform (Yes, I know this is probably never going to happen)
- I want to be able to edit everything in one place. Groups and  
Users is
part of the admin process, and should be editable in the  
administration

tool.

So, what's your wishes for the new tool?


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Re: AR System Developer Studio Wishlists

2007-08-15 Thread Andrew Hicox


* Integration to a server side Objects Source control system. (SVN
would be great, but anything that is not platform specific and
hopefully open sourced.)


That would definitely be cool, but complicated, I'm sure.

How about this? Just give me the ability to fire a filter when a Form  
(or workflow item attached to that form) is modified. I can think of  
about a million other things I could do with that than just source  
control.


-A

On Aug 14, 2007, at 10:06 PM, Carey Matthew Black wrote:


How about they fix the stuff they already have?

* Provide detailed, explanations for why each and every RFE is either:
Accepted, Rejected or Deferred.

* Keep the Search DB up to date without a Sync process. (one object at
a time when the object is changed.)

* Ability to add an object to a Packing List via a context menu in the
Admin tool lists windows. (And also from the individual object
windows)

* Use the Related Workflow idea on all objects. (Like for  
menus, views)


* Ability to search for (or better have pre-indexed) hard coded string
values used in workflow. ( Qualifications, actions, etc...)

* Improve the ability of the Admin Tool to actually update container
windows when new objects are created, or when the Names are changed of
any of the items in the container.

* Integration to a server side Objects Source control system. (SVN
would be great, but anything that is not platform specific and
hopefully open sourced.)

* provide packing lists for each and every application they sell. So
that it is easy to get a list of everything that is OOB and to
verify that all the right stuff was installed.

* Improve the overall performance. Switching from action 1 to action 2
of an active link should not require the client to cache all fields on
the form(s) involved every time the selected action is changed.


However... if we are in dream mode

* STOP using names as the unique identifier for an ARS object. An
internal GUID would go a long way to making the whole development
process easier. ( Change a name and move it to production and it
should stomp on the old name of the object. )

* All ARS workflow should be runtime enabled. There should be no
quality or setting that a workflow action can do that can not be data
driven at runtime.

* The ability to script and plugin a new action would be fantastic.
(and a registry for these things on the server)

* A local field registry so that instead of just adding a Character
field you could add the Foo field.(That would have predetermined
details, Field ID, sizes, permissions, helptext, etc..) And if the
registry is updated... then all fields based on those registry fields
would be modified as well too. Increase the size of the Foo field from
25 to 254 and they change on all forms with that field.

* A debug mode that would allow all workflow logging but not
actually do any data changes to the DB.

* A check point model for all data on the server. So that test data
could be established, testing performed and the data set rolled back
to that check point before the testing was performed.

* The ability for any field to be NOT logged (as masked *** values)
in all log files. ( A setting on the field that can be applied to all
field ID's, Client side and server side.)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.

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Re: AR System Developer Studio Wishlists

2007-08-15 Thread Andrew Hicox


And that's why I love this forum.
you guys rock.

thanks

-Andrew ;-)

On Aug 15, 2007, at 7:24 AM, Thilo Stapff wrote:

You could activate server events and then fire a filter on the  
Server Events form.



Andrew Hicox wrote:

* Integration to a server side Objects Source control system. (SVN
would be great, but anything that is not platform specific and
hopefully open sourced.)

That would definitely be cool, but complicated, I'm sure.
How about this? Just give me the ability to fire a filter when a  
Form (or workflow item attached to that form) is modified. I can  
think of about a million other things I could do with that than  
just source control.

-A
On Aug 14, 2007, at 10:06 PM, Carey Matthew Black wrote:

How about they fix the stuff they already have?

* Provide detailed, explanations for why each and every RFE is  
either:

Accepted, Rejected or Deferred.

* Keep the Search DB up to date without a Sync process. (one  
object at

a time when the object is changed.)

* Ability to add an object to a Packing List via a context menu  
in the

Admin tool lists windows. (And also from the individual object
windows)

* Use the Related Workflow idea on all objects. (Like for  
menus, views)


* Ability to search for (or better have pre-indexed) hard coded  
string

values used in workflow. ( Qualifications, actions, etc...)

* Improve the ability of the Admin Tool to actually update  
container
windows when new objects are created, or when the Names are  
changed of

any of the items in the container.

* Integration to a server side Objects Source control system. (SVN
would be great, but anything that is not platform specific and
hopefully open sourced.)

* provide packing lists for each and every application they sell. So
that it is easy to get a list of everything that is OOB and to
verify that all the right stuff was installed.

* Improve the overall performance. Switching from action 1 to  
action 2
of an active link should not require the client to cache all  
fields on

the form(s) involved every time the selected action is changed.


However... if we are in dream mode

* STOP using names as the unique identifier for an ARS object. An
internal GUID would go a long way to making the whole development
process easier. ( Change a name and move it to production and it
should stomp on the old name of the object. )

* All ARS workflow should be runtime enabled. There should be no
quality or setting that a workflow action can do that can not be  
data

driven at runtime.

* The ability to script and plugin a new action would be  
fantastic.

(and a registry for these things on the server)

* A local field registry so that instead of just adding a Character
field you could add the Foo field.(That would have predetermined
details, Field ID, sizes, permissions, helptext, etc..) And if the
registry is updated... then all fields based on those registry  
fields
would be modified as well too. Increase the size of the Foo field  
from

25 to 254 and they change on all forms with that field.

* A debug mode that would allow all workflow logging but not
actually do any data changes to the DB.

* A check point model for all data on the server. So that test  
data
could be established, testing performed and the data set rolled  
back

to that check point before the testing was performed.

* The ability for any field to be NOT logged (as masked ***  
values)
in all log files. ( A setting on the field that can be applied to  
all

field ID's, Client side and server side.)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.

 
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Re: AR System Developer Studio Wishlists

2007-08-14 Thread Andrew Hicox

Word up on that. Real-time debugging of filters and field values  
would be great.


On that same tip ...

Visual representation of filters and active links. If nothing else,  
maybe at least some sort of visio integration, where one can select a  
group of filters and export a flowchart showing how they are related.


Deconstructing large filter stacks to understand what they do, and  
making flowcharts to demonstrate to other developers and management  
what they do is a massive biatch ...


Or maybe I'm just so new to this that I don't know about some other  
fabulous 3rd party tool that will do this for you. In either case, it  
would be a killer feature for the admin tool.


-A


On Aug 14, 2007, at 9:57 AM, Rick Cook wrote:


**
I would like a real time debugging tool, able to start at any point  
in a process and watch in a dual window as the workflow processes,  
either step-by-step or for an entire process, and the data changes.


I would also like a tool that makes adding Help Text easier  
(perhaps linking to the Remedy docs?), since we don't seem to get  
that from the ITSM engineers any more.


Rick
From: Action Request System discussion list(ARSList)  
[mailto:[EMAIL PROTECTED] On Behalf Of Willem Nel

Sent: Tuesday, August 14, 2007 7:34 AM
To: arslist@ARSLIST.ORG
Subject: AR System Developer Studio Wishlists

** Since David admitted that we are going to be getting a new Admin  
Tool pretty soon, it must mean that they are already working on it.


Now would probably be a good time to put together a wish list.  
Maybe someone involved in the product is watching the list and can  
pick out some of the stuff we want. Who knows, we might get lucky  
and actually get some of them as part of the replacement.


Here's my wishlist:

- Undo/Redo
- Larger windows for editing the workflow
- Multi-platform (Yes, I know this is probably never going to happen)
- I want to be able to edit everything in one place. Groups and  
Users is part of the admin process, and should be editable in the  
administration tool.


So, what's your wishes for the new tool?
__20060125___This posting was submitted with  
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Re: AR System Developer Studio Wishlists

2007-08-14 Thread Andrew Hicox



You know ... while I'm at it ... one other wishlist item:

active links that can call a SOAP service for set-fields actions.

Bonus, if they can be called from the client but executed on the server.
That is, the SOAP set fields act just like an SQL set fields ... the  
client talks to the server, the server talks SOAP to wherever and  
returns the data.


That would be HUGE.

-A

On Aug 14, 2007, at 10:25 AM, Nall, Roger wrote:


**
Andrew,



I believe Abydos does most of this.



HTH,



Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM



From: Action Request System discussion list(ARSList)  
[mailto:[EMAIL PROTECTED] On Behalf Of Andrew Hicox

Sent: Tuesday, August 14, 2007 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Developer Studio Wishlists



Word up on that. Real-time debugging of filters and field values  
would be great.




On that same tip ...



Visual representation of filters and active links. If nothing else,  
maybe at least some sort of visio integration, where one can select  
a group of filters and export a flowchart showing how they are  
related.




Deconstructing large filter stacks to understand what they do, and  
making flowcharts to demonstrate to other developers and management  
what they do is a massive biatch ...




Or maybe I'm just so new to this that I don't know about some other  
fabulous 3rd party tool that will do this for you. In either case,  
it would be a killer feature for the admin tool.




-A





On Aug 14, 2007, at 9:57 AM, Rick Cook wrote:




**

I would like a real time debugging tool, able to start at any point  
in a process and watch in a dual window as the workflow processes,  
either step-by-step or for an entire process, and the data changes.




I would also like a tool that makes adding Help Text easier  
(perhaps linking to the Remedy docs?), since we don't seem to get  
that from the ITSM engineers any more.




Rick

From: Action Request System discussion list(ARSList)  
[mailto:[EMAIL PROTECTED] On Behalf Of Willem Nel

Sent: Tuesday, August 14, 2007 7:34 AM
To: arslist@ARSLIST.ORG
Subject: AR System Developer Studio Wishlists

** Since David admitted that we are going to be getting a new Admin  
Tool pretty soon, it must mean that they are already working on it.


Now would probably be a good time to put together a wish list.  
Maybe someone involved in the product is watching the list and can  
pick out some of the stuff we want. Who knows, we might get lucky  
and actually get some of them as part of the replacement.


Here's my wishlist:

- Undo/Redo
- Larger windows for editing the workflow
- Multi-platform (Yes, I know this is probably never going to happen)
- I want to be able to edit everything in one place. Groups and  
Users is part of the admin process, and should be editable in the  
administration tool.


So, what's your wishes for the new tool?
__20060125___This posting was submitted with  
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Re: Solaris ARServer Installer - 7.0.1 patch 3 (U)

2007-08-07 Thread Andrew Hicox

Sounds like the ar_install script spawned a new shell to fork  
arserverd  friends (pretty likely).
Check that all of the env settings you'd need ORACLE_HOME   
LD_LIBRARY_PATH in particular, are set in the user's run control file  
for the shell you're using (i.e. ~/.cshrc, ~/.bashrc, etc).


-A ;-)

On Aug 6, 2007, at 9:18 PM, Axton wrote:


It was set when I started the ar_install script.  It was unset during
the installation process.  The variable was unset between the time the
Demo user was created and the arserver restarted before importing the
base forms.

I worked around the issue by opening another terminal and starting
arserverd outside arplugind.  Once it was started this way, the
installation completed.  Just a bug somewhere in the ar_install
script.

Axton Grams

On 8/6/07, Andrew Hicox [EMAIL PROTECTED] wrote:

Check your $LD_LIBRARY_PATH.
Find the path libclntsh.so.10.1 under your $ORACLE_HOME directory.
Something like this should do it.


find $ORACLE_HOME/. | grep -i libclntch


Anyhow ... find that path, and make sure it's the absolute first
thing in $LD_LIBRARY_PATH.

-Andrew ;-)

On Aug 6, 2007, at 10:07 AM, Axton wrote:


This is with Oracle Instant Client Package - Basic Lite 10.2.0.3 for
Solaris 32-bit.

The strange thing is that it connects the first time arserverd is
started during the install, but the subsequent startup of arserverd
does not know where the client is installed.  Something in the
ar_install or arsystem script is unsetting or changing
LD_LIBRARY_PATH.

Axton Grams

On 8/6/07, Joran, Peter P, CTR, OSD-CIO [EMAIL PROTECTED]
wrote:

UNCLASSIFIED

Try using a 32 bit Oracle client.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Monday, August 06, 2007 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Solaris ARServer Installer - 7.0.1 patch 3

Has anyone experienced problems when using the ar_install script
to perform
an install on solaris with 7.0.1 patch 3 where the executable
arserverd is
unable to dynamically link to the oracle client?

The installer got pretty far along before this became an issue,
meaning that
most of the installer was able to link against the
library:

The new user was issued a fixed license of the following type
Write  :
(1 of 14) (ARNOTE 31)
Start of Import: Mon Aug  6 10:12:37 EDT 2007 Waiting for the AR
System
Server to respond...
Setting the DSO User Password
Setting the Application Password
Setting the MidTier Password
Restarting the AR System Server: Mon Aug  6 10:12:53 EDT 2007
Action Request
System beginning the restart process.
Action Request System shutdown in progress.
Action Request System shutdown process complete.
Action Request System initializing.
Starting AR System Server
 (ARNOTE 0)
   AR Monitor version 7.0.01 patch 003  200705212328 started.
 (ARNOTE 0)
   AR Monitor started.
 (ARNOTE 0)
   ARMonitor child process (pid:24538) started.
./arserverd
ld.so.1: arserverd: fatal: libclntsh.so.10.1: open failed: No such
file or
directory

The installer created all the Remedy data dictionary forms just  
fine,

started arserverd once, created the Demo account and issued a
fixed license,
but during the restart, it failed.  Somewhere along the way the
ar_install
script lost track of the LD_LIBRARY_PATH set before running
ar_install.

Thanks,
Axton Grams

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Re: Solaris ARServer Installer - 7.0.1 patch 3 (U)

2007-08-06 Thread Andrew Hicox


Check your $LD_LIBRARY_PATH.
Find the path libclntsh.so.10.1 under your $ORACLE_HOME directory.
Something like this should do it.

 find $ORACLE_HOME/. | grep -i libclntch

Anyhow ... find that path, and make sure it's the absolute first  
thing in $LD_LIBRARY_PATH.


-Andrew ;-)

On Aug 6, 2007, at 10:07 AM, Axton wrote:


This is with Oracle Instant Client Package - Basic Lite 10.2.0.3 for
Solaris 32-bit.

The strange thing is that it connects the first time arserverd is
started during the install, but the subsequent startup of arserverd
does not know where the client is installed.  Something in the
ar_install or arsystem script is unsetting or changing
LD_LIBRARY_PATH.

Axton Grams

On 8/6/07, Joran, Peter P, CTR, OSD-CIO [EMAIL PROTECTED]  
wrote:

UNCLASSIFIED

Try using a 32 bit Oracle client.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Monday, August 06, 2007 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Solaris ARServer Installer - 7.0.1 patch 3

Has anyone experienced problems when using the ar_install script  
to perform
an install on solaris with 7.0.1 patch 3 where the executable  
arserverd is

unable to dynamically link to the oracle client?

The installer got pretty far along before this became an issue,  
meaning that

most of the installer was able to link against the
library:

The new user was issued a fixed license of the following type  
Write  :

(1 of 14) (ARNOTE 31)
Start of Import: Mon Aug  6 10:12:37 EDT 2007 Waiting for the AR  
System

Server to respond...
Setting the DSO User Password
Setting the Application Password
Setting the MidTier Password
Restarting the AR System Server: Mon Aug  6 10:12:53 EDT 2007  
Action Request

System beginning the restart process.
Action Request System shutdown in progress.
Action Request System shutdown process complete.
Action Request System initializing.
Starting AR System Server
 (ARNOTE 0)
   AR Monitor version 7.0.01 patch 003  200705212328 started.
 (ARNOTE 0)
   AR Monitor started.
 (ARNOTE 0)
   ARMonitor child process (pid:24538) started.
./arserverd
ld.so.1: arserverd: fatal: libclntsh.so.10.1: open failed: No such  
file or

directory

The installer created all the Remedy data dictionary forms just fine,
started arserverd once, created the Demo account and issued a  
fixed license,
but during the restart, it failed.  Somewhere along the way the  
ar_install
script lost track of the LD_LIBRARY_PATH set before running  
ar_install.


Thanks,
Axton Grams

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Re: re-initialising the escalation thread

2007-07-30 Thread Andrew Hicox



We have the the same problem on ARS 4.5.2
Escalations just stop running. All logging just ceases (sql, filter,  
etc.) though, otherwise the system seems fine.


Is there any known cause for this behavior?

It seems to happen to us, on average about every 2 weeks.

We're upgrading to 7 in hopes this was fixed.

thx everyone,

-Andrew

On Jul 30, 2007, at 6:07 AM, Melanie Snayer wrote:


**
Thank you Paul.

I've just tried this and it's done the trick. I have no idea what  
caused it to stop though as there are no errors logged.


Thanks again
Mel


On 7/30/07, Clements, Paul [EMAIL PROTECTED] wrote:
**
Hi,


Have you tried:


· Server Information

· Configuration

· Check 'Disable Escalations' (Stops current escalations  
thread)


· Apply

· Uncheck 'Disable Escalations' (Starts new escalations  
thread)


Cheers,

Paul Clements
IT Professional Officer
Glasgow City Council
Centenary House
100 Morrison Street
Glasgow G5 8LN

Phone: 0141 418 1332
Email:  [EMAIL PROTECTED]
Web: www.glasgow.gov.uk

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:  
[EMAIL PROTECTED] On Behalf Of Melanie Snayer

Sent: 30 July 2007 11:39
To: arslist@ARSLIST.ORG
Subject: re-initialising the escalation thread


**

Hi Listeners


Do you guys know of anyway that the escalation thread could be re- 
initialised without restarting the ARS service? None of our  
escalations are being executed on but we cannot restart our  
production service.



Any help would be appreciated.


Regards

Mel

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Re: Say what about that knowledge base?

2007-07-26 Thread Andrew Hicox


- it makes no sense that with a major browser platform
one can't use that site!


Especially considering how much support costs.
I mean ... *seriously* ...



On Jul 26, 2007, at 7:03 AM, E. Louise van Hine wrote:

Yes, I felt a bit silly asking the question before dragging IE back  
out of its
dungeon, and got the search function to work but not with multiple  
free text
terms - even when I know the article is there. so I AM going to try  
Stephen's

tool suggestion.
I logged a call anyway - it makes no sense that with a major  
browser platform

one can't use that site!


--
Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting Shellman, David [EMAIL PROTECTED]:


 Re: Say what about that knowledge base?

  It wouldn't work for me with Fire Fox.  When I logged issue with
support, the answer was Fire Fox is not supported.  Once I switched
to IE and allowed pop ups for the site I had no problem.
Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList)
To: arslist@ARSLIST.ORG
Sent: Thu Jul 26 06:36:15 2007
Subject: Say what about that knowledge base?

I haven't been able to get a search to run on the BMC Knowledge base,
even when
I select a product.  I have just put in a support request for it, but
perhaps
someone else has a tip or trick for running a search, because keyword
searching
with that top panel does not seem to function without a huge JSP
error.
Could it have something to do with running Mozilla Firefox 2.0?

--
Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]

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submitter field length problem

2007-07-24 Thread Andrew Hicox


Everyone:

I have an AR System 7.0.01 patch 002 server installed (sol 10 /  
oracle 10g).


We have a form. In that form there is the 'submitter' core field.
It's length shows as 254 chars.

When we create a ticket with a submitter value longer than 30 chars  
the submission seems to go well enough.
However, we then cannot modify the ticket in any way (no change to  
the 'submitter field'), without getting an error that the 'submitter'  
field is  30 chars.


this error:

ARERR [306]: Value does not fall within the limits specified for the  
field:
 (Maximum length
-30):  submitter


Except that the max length for submitter is in fact 254 chars (there  
are two views for this form, I verified that in both of them).


On top of that, there's the fact that no user has permissions to  
change the submitter field in the first place (everyone is read only  
with the allow any user to submit option).


Has anyone seen this before?

thank you,

-Andrew

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Re: submitter field length problem

2007-07-24 Thread Andrew Hicox

Okay ... so ... how to make an ass out of yourself on a world-wide  
forum in 5 minutes or less:


A) make a form
B) make a read-only field called 'submitter2', but with a label  
called 'submitter'
C) make active links that fire on modify that populate that field  
from another table

D) send email ...

So yeah, I had another *different* read-only field on my form with a  
label of submitter ... it was set to 30 chars.


yay ... go me!

thanks everyone,

-Andrew


On Jul 24, 2007, at 2:17 PM, Opela, Gary L Contr OC-ALC/ITMA wrote:

Andrew, did you check the database as well? If the database is set  
to 30

characters, then it doesn't matter what the admin tool shows. I've had
these get out of sync before.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Andrew Hicox
Sent: Tuesday, July 24, 2007 2:13 PM
To: arslist@ARSLIST.ORG
Subject: submitter field length problem

Everyone:

I have an AR System 7.0.01 patch 002 server installed (sol 10 /
oracle 10g).

We have a form. In that form there is the 'submitter' core field.
It's length shows as 254 chars.

When we create a ticket with a submitter value longer than 30 chars
the submission seems to go well enough.
However, we then cannot modify the ticket in any way (no change to
the 'submitter field'), without getting an error that the 'submitter'
field is  30 chars.

this error:

ARERR [306]: Value does not fall within the limits specified for the
field:
  (Maximum length
-30):  submitter

Except that the max length for submitter is in fact 254 chars (there
are two views for this form, I verified that in both of them).

On top of that, there's the fact that no user has permissions to
change the submitter field in the first place (everyone is read only
with the allow any user to submit option).

Has anyone seen this before?

thank you,

-Andrew

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Re: Remedy and Programming Languages (UNCLASSIFIED)

2007-07-23 Thread Andrew Hicox


I learned perl.
Now I'm kinda pissed because it's just about dead unless you're  
developing websites with Mason.


Looking back. I wish I'd taken the time to learn Java. Love it or  
hate it, it's become the defacto standard programming language in  
large corporations (one's that aren't all MS'd up with the C# and  
the .Net). Just look at how much java is in ARS itself.


Don't get it twisted. Perl is a damn fine language, and it's never  
really let me down, it's just that if you chose something like  
that ... something that's hot right now, but doesn't have a whole lot  
in terms of money behind it (rails comes to mind, as does python) ...  
well the problem is that in a few years, you're going to have a VERY  
hard time recruiting help that can REALLY come in and take over your  
codebase.


Look at what they're teaching in the colleges today. That's what'll  
be in the workforce tomorrow. My wake up call for java was when my  
younger brother went to college at GA Tech (6 or 7 years ago now).  
When I was in school, everyone had to take C / C++ ... they didn't  
even teach it anymore. EVERYONE had to learn Java.


I should have went and bought a Java book right then and there, or at  
least taken some night courses or something ... but I was too busy  
meeting deadlines with my l33t perl + C toolkit, and developing the  
heck out of ARS with it.


Now ... I've got an aging codebase, and I'm really really really  
tired of having to maintain it all myself, and I can't find anyone to  
hire who knows perl for anything other than websites.


Now I've got some Java guys I'm supposed to work with to change it  
all over, but I still don't know any java, plus I've got to go back  
through all that perl code and explain what it all does.


So yeah, choose wisely, once you're in it, there's no easy way back  
out ;-)


-Andy

On Jul 23, 2007, at 11:23 AM, Luttmann, Michael W CTR USA wrote:


Classification:  UNCLASSIFIED
Caveats: NONE

I know this isn't the answer you're looking for, but I'd say learning
ANY programming language is useful.  It's not the syntax that matters,
but learning the process of designing a program from start to  
finish and
making it work.  So choose a language that you might enjoy  
learning, as

long as it makes you think like a software designer.  And just like
learning a forgeign language, once you've learned one fairly well, the
next ones are much easier.

My first programming language was BASIC (showing my age a bit, there),
then Turbo Pascal, followed by the dBase design languages, some Ada  
(at
the Army automation school), SQL, and a smattering of VBScript/MS- 
Access

programming, and C++ ... NONE of which I ever used or needed to make a
paycheck.  Remedy is my bread and butter now, but the lessons I  
learned

in programming the above languages for fun have served me well today.

If I had to settle on one... In the long run, learning DB  
programming in

dBase and SQL had the most Remedy relevance, IMO.  It taught me the
most about interacting with and manipulating stored data.

HTH,

Mike L.



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Monday, July 23, 2007 10:13 AM
To: arslist@ARSLIST.ORG
Subject: Remedy and Programming Languages

I would like some opinions from all my great friends here on the
ARSlist.

If you had to choose one programming language to learn (for use
with Remedy) which one would you choose?

Thanks in advance.

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 8-226-1805
Cell: 288-9140
SoLinc: 19140

 Mayfield, Andy L..vcf

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Classification:  UNCLASSIFIED
Caveats: NONE

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how to escape quotes in setfield action ?

2007-07-16 Thread Andrew Hicox


Everyone:

I've got an active link with a set fields action.
I need to set a string containing quotes into a char field.

For the sake of brevity, let's just say I need to set the string: 
hello (including the quotes) into a char field.


I can't figure out how to escape the quotes in the set fields action.
\ dosen't seem to work, nor \ or \\.

I can't find a thing in the documentation on this.
Can anyone help me ?

thanks,

-Andrew


Andrew N. Hicox
Hicox Information Systems LLC
Manassas, VA  USA
http://hicox.com
[EMAIL PROTECTED]
703-367-9085

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Re: Regarding Oracle connectivity with ARS.

2007-07-12 Thread Andrew Hicox

If I understand correctly, you're saying you have two different  
remedy servers, which are apparently pointing at the same database  
(based on ar.conf), but which your documentation says should be  
connecting to different machines ?


If this is the case, check the tnsnames.ora on each of your remedy  
servers (will be under $ORACLE_HOME/network/admin). It may be that  
the same SID points to different ip addresses on each machine.


-Andrew

On Jul 12, 2007, at 5:28 AM, Sharma, Tarun wrote:


**
Hi Rakshit,



I already checked for it. System ID is not having any value.



Regards,

Tarun



From: Action Request System discussion list(ARSList)  
[mailto:[EMAIL PROTECTED] On Behalf Of Rakshit Bhandary

Sent: Thursday, July 12, 2007 2:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Regarding Oracle connectivity with ARS.



** You can check if you are pointing to different server or not by  
checking the System ID in the database tab of server information  
window.


On 7/12/07, Sharma, Tarun [EMAIL PROTECTED] wrote:

**

Hi



Actually we have two AR Systems v6.3 using same database Oracle 9i.  
I searched their Configuration settings in ar.conf and found  
similar values for Db-name, Db-user, Dbhome-directory and Oracle- 
Two-Task in both AR systems. But some of our document suggesting  
that we are using different IP Addresses for DB machines although  
those IP addresses are further referring to a single IP of DB(the  
real one).




So can someone suggest, apart from that where we can store the IP  
address of DB(Oracle 9i) in ARS 6.3 settings?


I checked in AR configuration document but did not find any  
parameter related to IP Address of DB.




Thanks  Regards,

Tarun





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not the intended recipient, you are not authorized to read, print,  
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part thereof. If you receive this message in error, please notify  
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Re: ARS7 install with oracle 10G RAC ... the saga continues ...

2007-07-10 Thread Andrew Hicox

 09 2007 18:29:06.6669 Startup TID:3086968512
arsCodeSet=windows-1252[0] arDbCodeSet=windows-1252[0]
Jul 09 2007 18:29:06.6670 Startup TID:3086968512 Initialize  
pending

lists
Jul 09 2007 18:29:06.6671 Startup TID:3086968512 Create cache  
read

write lock
Jul 09 2007 18:29:06.6671 Startup TID:3086968512 Create full text
status read write lock
Jul 09 2007 18:29:06.6672 Startup TID:3086968512 Initialize  
fork proxy

Jul 09 2007 18:29:06.6672 Startup TID:3086968512 Check licensing
Jul 09 2007 18:29:06.6693 Startup TID:3086968512 Initialize  
user cache

Jul 09 2007 18:29:06.6707 Startup TID:3086968512 Open log file
Jul 09 2007 18:29:06.6745 Startup TID:3086968512 Initialize  
XML parser
Jul 09 2007 18:29:06.6782 Startup TID:3086968512 Initialize  
thread

list
Jul 09 2007 18:29:06.6784 Startup TID:3086968512 Check multiple
servers
Jul 09 2007 18:29:06.6787 Startup TID:3086968512 Initialize dead
thread list
Jul 09 2007 18:29:06.6790 Startup TID:3086968512 Initialize timed
calls
Jul 09 2007 18:29:06.6792 Startup TID:3086968512
CreateRPCQueue(min=1, max=1, rpc=390600)
Jul 09 2007 18:29:06.6793 Startup TID:3086968512 Await cache  
ready...

Jul 09 2007 18:29:06.8988 Startup TID:0030571424
InitializeServerCache: LoadInitialSchemaInfo Begin
Jul 09 2007 18:29:11.7241 Startup TID:0030571424 Begin
LoadDisplayInfoList
Jul 09 2007 18:29:25.6076 Startup TID:0030571424
LoadDisplayInfoList: 500 rows
Jul 09 2007 18:29:42.7008 Startup TID:0030571424
LoadDisplayInfoList: 1000 rows

If you then review the sql that is sent to the db while the server is
unavailable, you will see this statement, followed by silence:

SELECT schemaId,fieldId,vuiId,propShort,propLong FROM field_dispprop
ORDER BY 1 ASC, 2 ASC, 3 ASC

What is happening here is that arserverd fetches the field display
property info, then processes it 500 records at a time.  Depending on
the size of your server (number of forms, views, fields, etc), there
may be a couple of sql statements that are followed by a pause.

What is happening internally is anyone's guess; I would guess that
they are processing X rows at a time to operate within certain memory
constraints, and 'maybe' in a horribly inefficient way.  Some things
are for certain though;
(1) a lot of data is transferred from the db to the arserver.  My  
test

server, which has 3293 rows in field_dispprop (pretty much a base
arserver install) sends 411K of data over the wire.
(2) the field_dispprop data is processed in chunks of 500 (at  
least on

Linux).

Axton Grams


On 7/9/07, Andrew Hicox [EMAIL PROTECTED] wrote:
 **
 Hello everyone:

 I've managed to get through the (incredibly flawed) solaris 10  
arsystem

7
 install.
 This is 7.0.01 patch 2.

 I'm using oracle 10G client library with a remote database on an  
oracle

10
 Rapid Application Cluster.

 So ... now the server is INCREDIBLY slow to start.

 The server is configured to run on a TCP port (1).
 When I issue the 'arsystem start' command, I get the usual  
output on the

 console indicating that the server has started.

 However, the TCP port is not listening, and of course, no  
clients can

 connect to the server.


 If I wait (approx 7 minutes), I will see the following output on  
the

 console:

   (ARNOTE 0)
Server indicates that it's up.

  (ARNOTE 0)
ARMonitor child process (pid:29595) started.
  ./arplugin

 Action Request System(R)  Fork Daemon   Version 7.0.01 patch 002
 200704021644
 Copyright (c) 2000 - 2006 BMC Software, Inc.
 All rights reserved.

 Action Request System(R)  Plug-In Server   Version 7.0.01 patch 002
 200704021644
  Copyright (c) 2001 - 2006 BMC Software, Inc.
 All rights reserved.
  Loaded Web Services plugin properly

 After the above, the TCP port opens up and clients can connect,  
and it

seems
 to work well enough.

  What I presume is happening here is that arserverd must issue  
some sort

of
 indication that it's completed start up so that arforkd and  
armonitor

can do
 their thing and start listeners and plugins, and that arserverd  
is for

some
 reason taking on average 7 minutes to do that.

 I can't manage to get ANY sort of logging during the 7 minutes of
mystery.
 is there some way to figgure out what the heck is going on  
durring this
 period of time (is it timing out DNS? is the db slow to respond?  
is it

 waiting on disk access? what is it doing?).

 We have an identical set up in our dev lab, with the exception  
that the
 database server is not a RAC and it's installed on the same  
machine. The

 startup is quite snappy on that setup.

 There don't appear to be any issues with network latency between  
the

remedy
 server and the RAC.

 Anyone ever seen this before?
 Any suggestions?

  thanks,

 Andrew

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and may contain

ARS7 install with oracle 10G RAC ... the saga continues ...

2007-07-09 Thread Andrew Hicox

Hello everyone:

I've managed to get through the (incredibly flawed) solaris 10 arsystem 7 
install.
This is 7.0.01 patch 2.

I'm using oracle 10G client library with a remote database on an oracle 10 
Rapid Application Cluster.

So ... now the server is INCREDIBLY slow to start.

The server is configured to run on a TCP port (1).
When I issue the 'arsystem start' command, I get the usual output on the 
console indicating that the server has started.
However, the TCP port is not listening, and of course, no clients can 
connect to the server.

If I wait (approx 7 minutes), I will see the following output on the 
console:
 (ARNOTE 0)
   Server indicates that it's up.


 (ARNOTE 0)
   ARMonitor child process (pid:29595) started.
./arplugin

Action Request System(R)  Fork Daemon   Version 7.0.01 patch 002  
200704021644
Copyright (c) 2000 - 2006 BMC Software, Inc.
All rights reserved.

Action Request System(R)  Plug-In Server   Version 7.0.01 patch 002  
200704021644
Copyright (c) 2001 - 2006 BMC Software, Inc.
All rights reserved.
Loaded Web Services plugin properly

After the above, the TCP port opens up and clients can connect, and it seems 
to work well enough.

What I presume is happening here is that arserverd must issue some sort of 
indication that it's completed start up so that arforkd and armonitor can do 
their thing and start listeners and plugins, and that arserverd is for some 
reason taking on average 7 minutes to do that.

I can't manage to get ANY sort of logging during the 7 minutes of mystery.
is there some way to figgure out what the heck is going on durring this 
period of time (is it timing out DNS? is the db slow to respond? is it 
waiting on disk access? what is it doing?).

We have an identical set up in our dev lab, with the exception that the 
database server is not a RAC and it's installed on the same machine. The 
startup is quite snappy on that setup.

There don't appear to be any issues with network latency between the remedy 
server and the RAC.

Anyone ever seen this before?
Any suggestions?

thanks,

Andrew

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ARS7 install against oracle 10g RAC

2007-07-05 Thread Andrew Hicox

Everyone:

I'm having a heckuva time installing ARS7 against an Oracle 10G Rapic 
Application Cluster (RAC).
Solaris 10 is the operating system, and I'm using the 10G client library.
I'm doing a non-root install with the ARS7 installer.

I can connect to the oracle instance on the RAC with sqlplus from the remedy 
machine just fine, however the remedy installer REFUSES to connect to the 
oracle instance. We have $ORACLE_SID and $ORACLE_HOME set correctly and the 
tnsnames.ora file is correct as well. I've even tried specifying the SID in 
the system user name like '[EMAIL PROTECTED]' when the installer asks.

I'm going out of my mind, here.
Has anyone here ever tried this before? Any suggestions if so?

thanks,

-Andrew

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