Re: Web Service Error
Hi Mark, We saw the same error when we first implemented 7.6.04. It was later found out that this was due to a bug in the developer studio that was used to create/edit the web service. We always got the error when we consumed the Web service using a .Net client. The solution was to use a later version of Developer Studio (>=7.6.04) and save the web service with that version, which solved our problem. Anusha Date: Tue, 27 Nov 2012 16:55:31 -0500 From: jdso...@shyle.net Subject: Re: Web Service Error To: arslist@ARSLIST.ORG ** I have seen similar errors (required name parameter errors) when using advanced workflow, if one of the parameters (server name, etc.) is not populated in the fields used by the advanced workflow.. Maybe it’s something similar? Does any of the workflow that gets triggered with that WS use advanced workflow? Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Tuesday, November 27, 2012 2:13 PM To: arslist@ARSLIST.ORG Subject: Web Service Error Hi All, I am attempting to use a web service to create a record in the HPD:Help Desk form using the OOB HPD_IncidentInterface_Create_WS and it is throwing the following error SEVERE: Servlet.service () for AxisServlet threw an exception ERROR 102: Required name parameter (field name in a parameter) is empty. Has anyone seen this before? What might I be missing? I have a feeling the issue is caused by the HPD:Help Desk and not the HPD:IncidientInterface_Create. Ironically if I send the same information via an email template, the Incident is created just fine. ARS 7.6.04 SP3 Mid Tier 7.6.04 SP3 Mark Brittain Remedy Developer ITILv3 Foundation NaviSite – A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Issue with Entry Points in 7.6.4
There is a place in the application itself where you can see and set entry points. Right click on the application in DEV studio and hit edit application. If you do not see the entry point there, adding it there might fix your issue. Date: Tue, 13 Nov 2012 17:40:18 + From: cynthia.j.sc...@lmco.com Subject: Re: Issue with Entry Points in 7.6.4 To: arslist@ARSLIST.ORG ** Did you give your entry points a label? You also might want to check the form Visibility and Permissions properties. It’s usually one of these three, unless your changes just having been cached yet. You would do the label in the form properties window pane. When you open the pane, you will see the usually Aliases, Appearance, Basic, etc. There is one there also named Labels with Entry Point, New Mode and Entry Point, Search Mode where you would put the label. Hope this helps, Cindy From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Tuesday, November 13, 2012 11:38 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Issue with Entry Points in 7.6.4 ** Hi All – I made an application (in base mode) of 7.6.4 and have it set to Maintenance and have 3 forms with the Search Mode checked and I built 2 active link guides as entry points. I am logging in with a person that should be seeing 4 of these entry points right now but the application list on SHR:LandingConsole isn’t showing the application name let alone the 4 entry points. What am I doing wrong? This all worked with ITSM 7.0.3. Thanks ARS 7.6.4 SP 3 ITSM 7.6.4 SP 2 RKM 7.6.4 SP 2 SLM 7.6.4 Window 2008 – 64 Bit MS SQ 2005 IIS/Tomcat MidTier 7.6.4 SP 3 _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: WUT not functioning properly on Remedy ITSM 7.6.04
Victor, Yes, user tool is severely limited in 7.6.04, and you cannot open most consoles. You can still open incident, change problem forms directly. On Nov 10, 2012, at 4:42 AM, Victor wrote: > Hello Listers, > > I am new to Remedy ITSM 7.6.04 and yes, I know User Tool has been deprecated > but I want to find out if the problems I am experiencing are typical (or > maybe > someone found a workaround) or I am just doing something wrong. > > After logging in through WUT and clicking the Home Page link - I get the > image > shown in WUT_Home.png. The same thing happened when I tried to Asset > Management or Change Management Consoles. > > When I tried to access Atrium Core Console I recieved ARERR 9217 - however on > returning to the home page using the link provided by the error page I was > able to use the tool as normal. > > Is this a tool bug or expected behaviour? - Needless to say, the web client > is > functioning as expected. > > BMC Remedy User > Version 7.6.04 SP2 > > Best regards, > > Victor Olufowobi > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: 7.6.4 sp 3 Computed Groups
Brandi, We ran into same issues trying to fix the visibility groups to match what we had in RKM 7.5. One of the ways we had to resolve this issue was to reapply the permission on the people record. The computed groups then caught up. Hope this works for you. AD Date: Wed, 7 Nov 2012 17:15:27 -0500 From: bdbar...@jcp.com Subject: 7.6.4 sp 3 Computed Groups To: arslist@ARSLIST.ORG ** Has anyone experienced when adding or even looking at various computed groups that there are not any members even though there should be? I have users that have Knowledge User permissions and in certain groups, however, when I added a Computed Group to the Group form under Group Definition to be only “Knowledge User” OR “100039” it is showing that there are not any users under “Show Members” I also did the search in the User form and no one got the Computed group. I then just for testing purposes changed the Computed Group to be just “Knowledge User” and still no one was associated after saving the entry in the Group Form. This is happening to a significant amount of our computed groups.We are on ARS 7.6.04 sp 3, ITSM 7.6.04 sp 2, SQL and Windows environment. Thanks,Brandi The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Mid Tier and Potential Proxy Issues
We do not see this issue. Our issue was fixed long ago. The overlay of the form was corrupt which was causing our issue. I am not looking for a fix here. If the form had an overlay, my recommendation was to delete the overlay and recreate a new one. > Date: Sun, 4 Nov 2012 01:44:58 -0500 > From: prave...@gmail.com > Subject: Re: Mid Tier and Potential Proxy Issues > To: arslist@ARSLIST.ORG > > Anusha, > > First thing which you need do is clear your midtier cache at windows server > and also ask the users to clear their %Temp% folder and then if problem again > persist then u need to take their machine access to see what happened > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Mid Tier and Potential Proxy Issues
We ran into something similar when we created overlay's of forms in 7.6.04. Is that the version of ITSM that you are using? Date: Thu, 1 Nov 2012 14:09:14 + From: shawn.pier...@sug.com Subject: Mid Tier and Potential Proxy Issues To: arslist@ARSLIST.ORG ** Good morning, For the past two weeks, we’ve seen issues within a specific subset of the users accessing the Mid Tier. Basically what happens is that they log in to Remedy (we have SSO so they don’t actually log in), sometimes they can see the Home Page, sometimes they can’t. Other times it’s an issue opening a specific form, where you can see the framework of the landing page, but just a big grey area in the middle where an Incident or Change Request or Contract should be. This happens randomly, but I have suspicions about what causes it. Firstly, it is limited to Internet Explorer. Since we are in the process of upgrading to Windows 7 from XP, I’ve seen it happen regardless of what version of IE. It never happens in Firefox or Chrome, although they have their own issues rendering things sometimes. As I mentioned, there is a specific subset of the users that it is happening to, and unfortunately those users are people that I am not able to remote control their PCs to see what is going on. Secondly, I’ve been told through the grapevine that those users are being set up to have a proxy server, using Microsoft Forefront Threat Management Gateway. Again, this is something I can’t verify right now since the users I am dealing with aren’t really willing to work with me or give me access to their machines. I have an idea of how I can verify whether this is or isn’t the case though. Given this background, the reason I contacted the ARSList is to see if anyone has had similar issues to what my users are experiencing, and if so how to resolve it. Also, if you haven’t experienced these types of issues what steps would you use to troubleshoot them, whether or not you had access to their PCs? I’m assuming I will be able to get access to one of their computers so I will check their proxy settings as well as perform a traceroute, but is there anything else I should look for? Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: WWRUG12 - Session Question - Database Moving
have you checked the AR system ranking forms to see that the correct servers are set in the ranking forms, especially if your servers are in a server group? Date: Thu, 1 Nov 2012 15:47:17 + From: rpet...@columbia.com Subject: Re: WWRUG12 - Session Question - Database Moving To: arslist@ARSLIST.ORG ** I've had a couple requests for our procedure so I thought I'd add it here: We’re on AR 7.5 ITSM 7.6: On occasion we want to refresh the data within the non-production Remedy environments. This aligns all the data/configuration between environments. This is the process that we've developed. 1. Take a VMWare snapshot of the database server in the environment to be refreshed. Just in case. 2. Disable the Email Engine service 3. Disable the AR server service 4. Disable the Server Intelligence Agent in the Central Configuration Manager for Business Objects. Done on the RKM box. 5. Have a DBA backup the following 6 pre-refreshed tables (for Business Objects) for later restoration. § dbo.CMS_Aliases6 § dbo.CMS_IdNumbers6 § dbo.CMS_InfoObjects6 § dbo.CMS_LOCKS6 § dbo.CMS_RELATIONS6 § dbo.CMS_VersionInfo 6. Have a DBA Restore current production Remedy database onto the destination DB server. 7. Have a DBA restore the 6 backed up tables from above on top of the newly restored database. This keeps the Business Objects environment working as it was before. Both BO and Remedy use the same database and have their tables intermixed. 8. Start the Server Intelligence Agent in the Central Configuration Manager for Business Objects. Done on the RKM box. § Good to validate that BO is working correctly and reports the new data. 9. Start the AR server service 10. Log into the thick client for further modifications 11. Change the server in the records of the following forms: · AP:Rule Definition ( nothing changed for accounts payable – maybe revisit) · AR System Searches Preference (modified all records with new ar server) · AR System Server Group Operation Ranking (modified all records with new ar server) · AR System User Preference (Server = $NULL$) ( not changed) · BMC.CORE.CONFIG:BMC_FederatedDataInterface ( nothing to modify) · BMC.CORE.CONFIG:BMC_FederatedInterface (modified all records with new ar server) · CAI:AppRegistry (modified all records with new ar server) · EIE:CommonDialog (Help File Path) ( cant change host/internal instance) · KMS:Administration_Integration (modified all records with new ar server) · Report (modified all records with new ar server) · SRD:STAGE:MasterDataMappingList ( no records to modify) · SRM:ApplicationSettings (SRM Application Settings) ( no form) SHARE:Application_Properties (Help files web location to point to the correct Mid-Tier) ( modified all the appropriate entries – Help File Path) · SYS:Integration Management ( nothing to modify) 1. Remove any unsent mail from the Remedy mail queue 2. Remove all support group members. Don't want to confuse people. Seem to have to go back to the service desk group. May have something to do with fixed licenses. It'd be nice if you could remove more than one member at a time. 1. Remove all the distribution lists from support group notification configuration. 2. Update the email box configurations per the table below. Passwords can be found in 3. Possibly clean up the actual Exchange inbox if necessary (unlikely). This will only be the case if the environment has been down a while and can't catch up. 4. Update the license entries per the table below. 5. Change the email address of the 'remedy email' faceless account (People record) to be appropriate for the environment. § This address MUST match the address of the sender of the incoming mail (per mailbox configuration). If they don't match, the returned error will be “missing ar system user information” 6. Change the email address of the 'cab user” faceless account (People record) to be appropriate for the environment. 7. Remove the distribution list from the service desk support group. Probably redundant from above. 8. Update the pager configuration to have the appropriate 'sender' email address for the specific environment. 9. Start the email engine service 10. Send a message to the environment service desk email to validate default tickets are being created correctly. 11. Send a message to Procmail to validate those tickets are being created correctly. Clean up mail queue, remove all old production messages from the non-production environment. This will take quite a while and probably should be done overnight. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Wednesday, October 31, 2012 10:31 AM To: arslist@ARSLIST.ORG Subject
Re: Overlay problem
If the field is in a Panel window, you will have to create an overlay of the panel field as well. Date: Fri, 26 Oct 2012 16:06:52 -0400 From: mbritt...@navisite.com Subject: Overlay problem To: arslist@ARSLIST.ORG ** Hi All, 7.6.04 Overlays continue to give me headaches. I created a form overlay, view overlay and field overlay. The I tried to modify the field I just overlayed. Things were going just fine until I tried to save the change. Got the following error Field Overlay and the associated view overlay must be from the same overlay group.: 30386 code 8868 How do I dig myself out of this one? Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite – A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Incident Management Console
Mark, The table that appears in the Incident Management console actually pulls data using EXTERNAL table qualification and it pulls it from a few different sources, but to answer your question, it is on the HPD:Incident Management Console form itself. My understanding is that if you makes the changes on the Incident Mgmt Console form, it will reflect the changes on the Home Page as well. We have made some customizations to the Incident Mgmt Console and see it reflected if Incident Mgmt Console is added to to the Home Page. Date: Sat, 27 Oct 2012 04:15:16 +0530 From: ravira...@hotmail.com Subject: Re: Incident Management Console To: arslist@ARSLIST.ORG ** Mark If you want to add new colums in the overview console You have to configure the ARDBCAppQuery plugin for the new field. For adding a new field follwo the below steps Create the field in SHR:ARDBC:Overview Console_template form and on SHR:ARDBC:Overview Console form Create an entry in the SHR:ARDBCFields form if the field is a Selection field, create Value records in the SHR:ARDBCEnumLookup form Restart the AR Plugin Server Thanks Ravi Rai Date: Fri, 26 Oct 2012 08:32:38 -0400 From: mbritt...@navisite.com Subject: Incident Management Console To: arslist@ARSLIST.ORG ** Hi All, I am working in ITSM 7.6.04 and I need to show or hide some of the columns. There question I have is “where is the table”. If I look in the HPD: Incident Management Console, the database/ID name is z2TH_incidents/302087200. Also if I look in the HPD: HomePageContent:RL_IncidientConsole , the name/ID is the same How does that work? My guess is what appears in the Incident Management Console is a view of the other form. So where would I make the change? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite – A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Analytics 7.6.04 and MySQL
Hi Rick, Yes, we have installed Analytics 7.6.04 with MySQL (tied to a SQL database for the universe). Are you running into any specific issues? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Atrium SSO Issue
Hi, Have you thought of using the SSO solution offered by JAVA systems? We have it implemented on our servers for a long time now and I can say that it is an excellent solution. The actaul implementation is very easy and straight forward. Even if you run into any issues, the support you get from the JSS guys is exceptional. During one of our upgrades, we had perfromed an incorrect implementation and ran into a lot of trouble during go -live. The support from JSS was so fast that we had the issue resolved in 15 minutes. Also, they provide solutions not only for ITSM, but also for RKM and Analytics. We recently had to roll back our RKM due to multiple issues in the new version and the support team worked with me all the way to get SSO running - they even helped us configure multi-tenancy on RKM with SSO. If you are still trying to debug Atruim SSO, I would recommend giving Java System Solutions a try. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
