Re: Non-admin user can suddenly access admin page holders and tabs

[Eric Cleereman (IT)]

I've seen this a couple times previously.  This only happened right
after I made a change to a form, prior to mid-tier having re-cached it.
Flushing the cache seemed to fix it.

 

This last happened on 6.3, prior to patch 21.  I can't say if it's still
an issue, as it was an intermittent issue, but it hasn't happened
anytime recently.

 

Eric Cleereman 
 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Trond Valen
Sent: Monday, November 10, 2008 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Non-admin user can suddenly access admin page holders and tabs

 

** Hi

I have discovered in Remedy ARS 6.3 that non-admin users get access to
page holders and tabs that were given no permissions (i.e. only the
admin should see them). Not all the admin tabs on the page holder are
shown either, only some of them. This seems to cause some strange
effects on the mid-tier; users can not set fields on the admin tabs that
are actually not visible to the user. Does anyone know about this bug
and how it can be avoided?

Brgds
Trond
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Process: Verifying a user's identity for password resets

[Eric Cleereman (IT)]

Hi All,

Currently our service desk takes calls from internal customers who need
their passwords reset.  To be in compliance with various initiatives,
they'd like a way to validate a user's identity.  Basically they want to
prevent Bob from calling in, having John's password reset, then gaining
access to John's stuff.

Methods which aren't working for them are:

*   Email from person's manager - Requires involvement from an
additional person, who may not be available, potentially delaying a
password reset which is needed immediately.

*   Phone extension - Any caller could potentially call from another
user's phone, or a phone not in our database, such as a cell phone.

*   Last 4 of an person's SSN - Can be used to falsely verify a
person's identity for credit applications, etc...

*   Payroll Employee ID - ID is viewable by too many groups right
now, with no auditing to establish who specifically has viewed this.
Many employee's are not aware of their IDs.  Temps don't have payroll
employee IDs.

*   Date of Birth - Can be used in conjunction with a person's name
to generate a DL# in many states, using a publicly available algorithm.

*   User selected question (first pet, favorite color, mother's
maiden name, etc) - Does not currently exist, and would require user
involvement prior to their password having been locked.

I'm sure others have ran into this problem, and I am wondering how your
Service Desks authenticate their customer's identities.

Eric Cleereman

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CSS for a specific element under Mid-Tier 6.3

[Eric Cleereman (IT)]

Hi All,

I've been asked to change the font color of a specific character field's
data (not the label) when it is clicked on.  This would be for Mid-Tier
6.3 clients only.

I know I've seen in the docs somewhere, how to apply a style by a
field's database ID, or something along those lines, but I'm having a
heck of a time locating it.

Thanks in advance 
 
Eric Cleereman

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Re: SQL to find missing records

[Eric Cleereman (IT)]

Thank you Fred,
 
PL/SQL and LPAD did the trick nicely.
 
Eric

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, June 18, 2008 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: SQL to find missing records


** 
Try something like the following (This is off the top of my head)
 
declare
  intLoopVar integer;
begin
  for intLoopVar from 1..100
  loop
Select intLoopVar from dual where (Select CASE_ID from
BGI_SDHP_Modify where CASE_ID =  'HD' || LPAD(intLoopVar,13,'0') ) IS
NULL;
  END LOOP;
end;
 
Fred
 


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
Sent: Wednesday, June 18, 2008 10:06 AM
To: arslist@ARSLIST.ORG
Subject: SQL to find missing records



Hi All, 

I have a form containing sequential Case IDs as follows: 
HD1 
... 
HD00100 

When I run an SQL count on this, it only returns a count of 999,997
results: 
SELECT COUNT(CASE_ID) FROM BGI_SDHP_Modify 

97 

I have an export with all 1,000,000 records, prior to 3 of them going
missing.  I'd like to find which 3 records are missing, so I can
reimport just those 3.

Does anyone have an SQL statement which would return the Case IDs of the
3 missing records? 

ARServer is 6.3, Patch 21 on AIX 5.2.  The database is Oracle 9i as a
local database. 

Eric Cleereman  

 

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SQL to find missing records

[Eric Cleereman (IT)]

Hi All,

I have a form containing sequential Case IDs as follows:
HD1
...
HD00100

When I run an SQL count on this, it only returns a count of 999,997
results:
SELECT COUNT(CASE_ID) FROM BGI_SDHP_Modify

97

I have an export with all 1,000,000 records, prior to 3 of them going
missing.  I'd like to find which 3 records are missing, so I can
reimport just those 3.

Does anyone have an SQL statement which would return the Case IDs of the
3 missing records?

ARServer is 6.3, Patch 21 on AIX 5.2.  The database is Oracle 9i as a
local database.

Eric Cleereman

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Re: Rant - New posts on ARSList - Rant

[Eric Cleereman (IT)]

Hi Richard,
 
In most cases, it seems someone's tried their resources prior to posting
to this list.  In some cases, it seems pretty obvious they're going to
the list prior to trying reading a manual, Googling, or basically doing
any research at all.  That's fine too, and I don't think they should be
roasted for that either.
 
That said, the following things do bother me:
 
 - When I see someone ask a question, get one or more possibly good
answers, dismiss those answers, then roasts every single person who was
nice enough to have answered.
 
 - When that same someone then states they'd appreciate comments from
other users, and in turn roasts those users when they provide the
requested comments.
 
 - When that same someone then goes on to advocate learning by
experimentation, but does not expand on what if anything was learned,
when that could have been helpful to any other number of users.
 
 - When that same someone continues on by espousing the same philosopher
who was so inspirational to Hitler, with seemingly no idea who that
philosopher was, or what the context of the phrase they had misquoted
had even meant.
 
I've had a several users send me emails directly regarding comments and
questions I sent to Remedy Maniac previously, both in favor of it, and
against it.  I know I could have just ignored his/her request for
comments, but he/she had actually asked for them, and as much as their
posted bothered me on a personal level, I would not have felt right just
ignoring their request.
 
I am not sure if you considered my questions and comments to Remedy
Maniac a reaming, but I have to say I did feel a whole lot better having
said them.  I can see how that may have been construed to contribute to
the overall hostility on the list lately, and for that I am sorry, as
that was never my intent.  I also see how my comments regarding karma
were a bit snotty, but for those I am not sorry, as that was my intent.
 
Regarding my doctor:
 
I pay to see her.  Even though I pay, I still have to listen to a
lecture about dropping a few pounds and stopping smoking every time I
see them.  I'm fine with that, as I believe the reason they feel
compelled to give me that lecture is that they are trying to help me.
 
The ARSList is free, and I don't have the same expectations of it I have
of a doctor who I pay a lot of money to see.  While I do not think
someone should be flamed for not providing enough information to answer
a question, I do see how it's reasonable to ask them for more
information.
 
Eric Cleereman
 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
Sent: Friday, April 25, 2008 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Rant - New posts on ARSList - Rant


** 

 



 

An unpopular opinionbut just consider this.

 

I believe that the reason people post questions to this list is for
help. I tend

to believe that they've tried their resources and not had any luck. I'm
pretty

sure that they've most likely googled, read, etc. and still came up
empty.

Remember, posting to this list has two effects - first, it acknowledges
that

you can't find the answer and second, that if you post to the list and
don't

post the right/politically correct way, you potentially open yourself up
to

flames from some people. 

 

I contend that it takes either guts are desperation to admit that you're
ignorant

of a solution, that you're unable to find anything to help you with the
solution,

and that you're even willing to potentially endure the flames of
politically or

grammatically hazardous posting..

 

But...does it REALLY matter what someone's name is? Does it REALLY HELP
to

ream them if they aren't as grammatically erudite as you are? How about
just

dropping the requirements of form, identification and
intentand.just help

them? Or.don't.  But if you can't be positive, cordial and helpful,
don't reply.

 

When you are sick and go to your doctor, does he ask "Well, what
treatments

have your researched on the internet and at the library  and
triedwhat drugs

have you borrowed/bought and tried..." before he treats you? Does your
dentist

ask what attempts you've done to fill your own teeth (maybe with a power
drill..)

before he agrees to help you? Do they say anything like "I don't like
the way you

told me about your pain/problem..so.when you can describe it like I
want it

described, come back and I'll help you"

 

I think not.

 

So.my suggestion is - I'm sure all of us were newbies at some point
and

appreciated a cordial reply, a kind word, a bit of understanding and a
lot of

hand-holding to get where we are today. The people asking for advice or

help are just trying in their own way to get a job donemake it
through 

another day or get another server working. I'm sure we've ALL cut
corners,

tried to take the easy way out or would rather ask than read - we're all

human - so let's let others be huma

Re: aradmin crashes

[Eric Cleereman (IT)]

 
Remedy Maniac if that is your name,
 
In your first email from this thread, you said "I installed aradmin
Version 7.1.00...   ...since then any other aradmin tool (6.3 and 6.01)
crashes when I try to open a form."  That would seem to point to the
problem starting as a result of your install.
 
Now you say "The problem has been solved and has gone as it came. I
don't know why and I actually do not care about the technical reasons."
To your grandma's point:  What have you learned?
 
In Nietzsche's Twilight of the Idols, his 7th maxim was "What does not
destroy me, makes me stronger."  How has this made you stronger?
 
In my humble opinion: ARSList is a group of persons who have a common
interest in Remedy.  It is a forum for the exchange of (often good)
information geared from the newbie to the expert user.  Questions range
from the basic, to the very advanced and specific questions.  Some
participants ask questions, some answer them, some do both, and some
just read the posts.  It has something for a lot of people.
 
In this case, you seem to have broken your system, done no basic
troubleshooting to fix it yourself, asked the ARSList how to fix it,
received a couple answers on that, possibly acted on those answers, and
then left things without any kind of explanation as to what happened, or
so much as a thank you for those who tried to or did in fact help you.
Here are the problems I see with that:
 
1 - Other people may have similar problems, and may benefit from knowing
what ultimately fixed your issue.  You're not required to contribute in
some small way, but it would be good karma if you did.  
 
2 - If this did genuinely fix itself on it's own, you've got an
intermittent problem.  By not bothering to understand what caused it or
what fixed it, you don't know that it won't happen again, possibly when
you need to use the ARAdmin tool on a production server.
 
As long as you're citing Twilight of the Idols, Nietzsche's third
question of conscience was "Are you one who looks on? Or one who lends a
hand? Or one who looks away and walks off?"  Thanks for letting us know
your problem is solved, but without bothering to say how, it would seem
you are one who looks away and walks off.
 
Hopefully the next problem you encounter fixes itself, as the help from
the contributors of this list may not be so quick coming.
 

 
Eric Cleereman

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Remedy Maniac
Sent: Tuesday, April 15, 2008 9:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: aradmin crashes


** why do you guys get so exited about small things?!?
First rule my grandma taught me: "if you don't try you will never learn"
Second rule is from Nitzsche. You know the philosopher: "everything that
doesn't kill you, makes you stronger"
I don't believe the admin tool could break your server. Someone else
does have anything to add on this? I think it will appreciated by
everyone.

For your info Susan: I am using the admin tool and the user tool both in
version 6.3 latest patch against a server version 6.00.01 patch 1454.
This for at least one year without any issue against my server.
You could even run 2 different versions of the admin tool against a
lower server. At the same time ;-)
Finally, Warren, just to put you at rest: there is no need to hack the
Windows registry.
The problem has been solved and has gone as it came. I don't know why
and I actually do not care about the technical reasons, but as a matter
of fact I am able to use again the admin tool version 6 without problem.

rm


Warren Baltimore wrote: 

first off.  Try to do a full uninstall first.  You may need to
clean
out your registry also.

Second.  My mother taught me that if you cant say something
nice,
don't say anything at all.  lets keep the snark down  OK?

On 4/14/08, Susan Palmer <[EMAIL PROTECTED]>
  wrote:
  

Biggest rule I was ever taught, which was reinforced
over and over and over
again and has been given here over and over and over
 was do NOT use an
admin tool that is not the same version as ARS.  I guess
it really wasn't
working fine was it?

I think your name is just bringing out some of the worse
in me.  Maybe being
less manic will save yourself time in the future.  Maybe
I just have more of
backlog and can't play around and waste time.  I try to
learn from the list
and all the information that people are gracious enough
to spend their time
posting here.

And as long as I'm ranting, maybe some of you need to
look in the
documentation before asking questions.

Susan

On Mon, Apr 14, 2008 at 3:15 AM, Remedy Maniac
   

Re: /tmp/ARpen*

[Eric Cleereman (IT)]

Exactly what I was hoping to find out.  We've got a weekly recycle on
the server, so going forward I'll have these purged as part of that.
 
Thank you Jo.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jo Pottinger
Sent: Wednesday, April 09, 2008 11:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: /tmp/ARpen*


** 
Hi Eric,

 

The ARPen* files are temporary files which are created by the server
when large queries are performed.

 

They will typically be cleaned up by the server once the query has
completed, but there are occasions, such as if the server crashes, when
they may become orphaned from the server process and be left lying
around.

 

As long as the files are old (i.e. not a query currently in progress)
there's no reason why you shouldn't delete them.

 

Cheers...Jo



--- On Wed, 9/4/08, Eric Cleereman (IT) <[EMAIL PROTECTED]>
wrote:


        From: Eric Cleereman (IT) <[EMAIL PROTECTED]>
Subject: /tmp/ARpen*
To: arslist@ARSLIST.ORG
Date: Wednesday, 9 April, 2008, 3:15 PM


** 

Hi All, 

We're currently running Remedy 6.3 Patch 21 with an Oracle 9i
database on AIX 5.2.0.0. 

The disk space on our server is approaching a threshold level.
Our AIX guys noticed that there are a number of files in the /tmp folder
which are named ARpen*, which are owned by the account our Remedy system
uses.  These total close to a Gig between them.  They've asked if these
can be deleted.

I've looked at these.  They vary in size from under 1 K to over
23 Meg, and have dates ranging from 2005 through last Monday.  For more
than 90% of these, the content is binary.  The remaining files seem to
contain lists of case numbers, statuses, work logs, or attachments.

Does any one have any idea what the purpose of these files is,
what may be responsible for creating them, and if they can safely be
deleted?

Eric Cleereman 

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/tmp/ARpen*

[Eric Cleereman (IT)]

Hi All,

We're currently running Remedy 6.3 Patch 21 with an Oracle 9i database
on AIX 5.2.0.0.

The disk space on our server is approaching a threshold level.  Our AIX
guys noticed that there are a number of files in the /tmp folder which
are named ARpen*, which are owned by the account our Remedy system uses.
These total close to a Gig between them.  They've asked if these can be
deleted.

I've looked at these.  They vary in size from under 1 K to over 23 Meg,
and have dates ranging from 2005 through last Monday.  For more than 90%
of these, the content is binary.  The remaining files seem to contain
lists of case numbers, statuses, work logs, or attachments.

Does any one have any idea what the purpose of these files is, what may
be responsible for creating them, and if they can safely be deleted?

Eric Cleereman

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Re: Pattern of $MENU$

[Eric Cleereman (IT)]

Hi Peter,
 
I've actually had that strategy bite me in the past.  It turned out that
a user had recorded a macro to submit one of their more common tickets
for them.  At the time he recorded the macro, we had a value of "In
Process" in the menu.
 
I did not notice a problem until after we'd removed that choice from the
menu.  After that, the one specific user continued to be able to create
cases with it, even though it was no longer in the drop down.  I then
added $MENU$ to the pattern setting, it prevented their macro from being
able to submit any more tickets with that value.
 
Of course there is a negative side to doing that too.  When the value is
no longer in the menu, suddenly any tickets which are not yet closed out
need to have a different menu value chosen, prior to being updated.
 
Eric Cleereman

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Thursday, March 06, 2008 4:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Pattern of $MENU$


** 
If you change the display of the field to display as a Drop Down then
you can take out the Pattern $MENU$ setting.
Drop Down display style fields will not let you type in the field at all
so there is no need to perform pattern validation.
 



Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 

 


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Thursday, March 06, 2008 4:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Pattern of $MENU$


** 

I get the same result whether I have it set to display as a drop-down or
an edit field. It doesn't seem to make any difference.

 

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, March 05, 2008 9:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Pattern of $MENU$

 

Andy,

 

If you hare having the field patterned using $MENU$, why do you type
into it or let your users type into it? Can't you just have the
character field displayed as a drop-list and have the users forced to
use the menus? That's an available feature in ARS version 6.3 upwards..
That would be clean and you would get what you want to do...

 

If you are below version 6, and somewhere close to version 4.5, there
used to be a bug with the $MENU$ patterning.. Even valid values would be
rejected. The only fix on that version was to upgrade it. I do not
recall a patch that fixed it except the next upgrade..

 

Cheers

 

Joe

 

-Original Message-

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG  ]On Behalf Of
Mayfield, Andy L.

Sent: Wednesday, March 05, 2008 6:35 PM

To: arslist@ARSLIST.ORG

Subject: Pattern of $MENU$

 

 

I'm sure there is a simple answer for this, but I am encountering an
error when attempting to write a value to a new character field. The
error I get is "ARERR [306] Value does not fall within the limits
specified for the field :  (MENU - $MENU$) :  Equipment Type" when
trying to write to the field.

 

On the field properties - attributes tab, I have Pattern set to $MENU$
and I have a menu that pull available values from another form created
to hold the available options. The drop-down menu lists the appropriate
options, but when I select one of them and try to save I get the error
listed above.

 

My understanding was that the $MENU$ option was to make sure that you
selected a value from the menu, so I am confused as to what the problem
might be.

 

Thanks in advance for any help you can give.

 

Andy L. Mayfield

Sr. System Operation Specialist

Alabama Power Company

Office: 205-226-1805

Cell: 205-288-9140

SoLinc: 10*19140

 

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Re: Using the genie in the client tool

[Eric Cleereman (IT)]

Hi Roger,

I've been able to use the genie within the User tool in our environment,
which is a mix of 6.0 and 6.3 in Windows 2000 and Windows XP.

What I do is to use an active link to set a hidden view field, so that
it will contain the code to call the genie as if I were doing it from a
browser.  Here's a bit of sample code:
  
  

  
  

  
var Char; var UsedChars; var CharID; var CharACS; var
CharLoaded; var LoadReq; var HideReq;
UsedChars = "Char"; CharID = "Char"; CharACS = "";
CharLoaded = false;
Window_OnLoad();

  function Window_OnLoad() {
Merlin.Connected = true;
CharLoaded = LoadLocalChar(CharID, CharACS);
if (!CharLoaded) {CharLoaded = LoadLocalChar(CharID, "");}
if (CharLoaded) {SetCharObj();} CheckLoadStatus();}

  function LoadLocalChar(CharID, CharACS) {
Merlin.RaiseRequestErrors = false;
if (CharACS == "") {LoadReq =
Merlin.Characters.Load(CharID);}
else {LoadReq = Merlin.Characters.Load(CharID, CharACS);}
Merlin.RaiseRequestErrors = true;
if (LoadReq.Status != 1) {return(true);}
return(false);
}

  function SetCharObj() {
Char = Merlin.Characters.Character(CharID);
Char.LanguageID = 0x409;
}

  function CheckLoadStatus() {
if (!CharLoaded) {LoadError(); return(false);}
else {window.status = ""; HiWorld(); return(true);}
}

  function LoadError() {
var strMsg;
window.status = "";
strMsg = "Error Loading Character: " + CharID + "\n";
strMsg = strMsg + "This Microsoft Agent Script requires the
character(s):\n";
strMsg = strMsg + UsedChars;
alert(strMsg);
}

  function InitAgentCommands() {Char.Commands.RemoveAll();}

  function HiWorld() {
InitAgentCommands();
Char.MoveTo(300, 300); Char.Show();
Char.Play("Announce"); Char.Play ("RestPose");
Char.Speak("Hello, I am Merlin.  Welcome to Remedy!");
Char.Play ("Blink");
Char.Speak("I'll learn you to use Remedy.");
Char.Speak("I can tell you about any fields, such as this
one here.");
Char.Play("GestureLeft"); Char.Play ("RestPose");
Char.Speak("This is the client ID field.  Each client has
their own unique ID, such as jdoe12.");
Char.Speak("To summon me, just click the wand next to any
field you'd like help with, or click the help button.");
Char.Speak("If you'd like me to go away, just click my
belly, and I'll be off.");
Char.Speak("See you again soon.");
Char.Play("Wave");
Char.Hide();
}
  

  
Char.StopAll(); Char.Hide();
  

There are lot of guides available online regarding how to script
movements, actions, etc.  Here are a couple I use:
http://www.microsoft.com/technet/scriptcenter/funzone/agent.mspx
http://www.expressnewsindia.com/c4/ex2/C1166.html

No guarantee this will work in your environment, but best of luck.  

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Walls
Sent: Wednesday, February 27, 2008 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT - Possible Friday Humor from BMC's Knowledgebase

Is there any way to use the genie in the client tool?

Roger Walls

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
Sent: Wednesday, February 27, 2008 8:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT - Possible Friday Humor from BMC's Knowledgebase

Actually I don't know if this classifies as an Easter Egg, but here's
something fun to check out if you haven't seen this before...

Create an active link
Pick a form (doesn't matter)
Go to the If action tab and select OLE Automation Check Genie Help in
the lower left corner and a Genie will appear.




Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946



Robert Page <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)" 

02/27/2008 10:48 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: OT - Possible Friday Humor from BMC's Knowledgebase






** 
No but I've heard it has a few bunnies in it.

- Original Message 
From: "Heider, Stephen" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, 27 February, 2008 1:45:44 PM
Subject: Re: OT - Possible Friday Humor from BMC's Knowledgebase

** 
Does anyone know if ARS contains any Easter eggs?
 
Stephen
Remedy Skilled Professional
 

From: Action 

Re: Message ("Your message dated Tue, 19 Feb 2008 08:48:14...")

[Eric Cleereman (IT)]

Hi Satya,
 
I've gotten a ton of these from colleagues and friends who have me in
their contact lists, and who have registered for Yaari.  It seems Yaari
logs onto your email every day of two and send invites to all your
contacts over and over again.  Sometimes more than once a day.
 
I mean the following in as nice a way as possible:
 
Bad things happen when you share your login and password info.  Just
don't do it.  Treat email logins the same as bank logins.  Your contact
list, identity, and credibility are all valuable.  Why risk jeopardizing
them?
 
Please do us all a favor and change your Gmail password.  Yaari will
then suspend your account, and "require" you let them know your new
password.  Don't do it.  This should prevent Yaari from relaying through
your Gmail account again tomorrow, the day after, and so on.
 
If Yaari catches on to this, and starts spoofing directly from their
email server using cached contact list from a previous login, you may
want to consider cancelling your ARSList account, and setting up a new
account using a uncompromised email address.
 
If you really want to use Yaari, or any other service which requires
your email login info, just create a throwaway account to register with.
Throwaway email accounts take only a minute to create, and are a great
practice for preventing unwanted spam.  Go ahead and populate that
account address book with addresses such as [EMAIL PROTECTED],
[EMAIL PROTECTED], admin  @yaari.com
 ,etc...
 
Eric Cleereman

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Tuesday, February 19, 2008 10:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Message ("Your message dated Tue, 19 Feb 2008 08:48:14...")


** 
Looks like Yaari may automatically scan your contact list and send out
E-mail without your knowledge...
 
http://www.profy.com/2007/10/31/yaari-social-network-or-international-sc
am/
 
'When accessing the registration page of Yaari I was stunned to discover
the following notice: 

"By registering for Yaari   and
agreeing to the Terms of Use, you authorize Yaari to send an e-mail
notification to all the contacts listed in the address book of the
e-mail address you provide during registration."

It goes on to state that THEY (Yaari), NOT YOU, will, "...notify your
friends that you have registered for Yaari and will encourage them to
register for the site".'

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of arslist
Sent: Tuesday, February 19, 2008 7:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Message ("Your message dated Tue, 19 Feb 2008 08:48:14...")


** 
It had to be sent by you unless someone
is now spoofing arslist email addresses.
 
More to the point, once it is sent to the server
I have less than 10 seconds to stop it from going 
out to the world, and the 3142 recipients is actually
alot more, and includes other places like google groups.
 
This is not the first time that one of these contact systems
like Yaari has sent out an email to the list.
 
... daniel

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Satya Gandhi
Sent: February 19, 2008 10:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: Message ("Your message dated Tue, 19 Feb 2008 08:48:14...")


** 

Listers,
 
I got a mail from ARSLIST that I have sent a friend request to the ARS
LIST & a lot of people on my contacts list.
 
But this was not sent by me and i was suprised at this?
 
Can the list admin block this mail from spreading?
 
Sorry for the inconvenience
 
Satya
 
On 2/19/08, ARSlist LISTSERV Server (14.4) <[EMAIL PROTECTED]>
wrote: 

Your message dated Tue, 19 Feb 2008 08:48:14 -0600 with subject
"Satya sent
you a friend request on Yaari..."  has been successfully
distributed to the
arslist list (3142 recipients).





-- 
Thanks & Regards

Satya Gandhi

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Re: Strauss / Outlook 2003 Crashing

[Eric Cleereman (IT)]

Good point, I should have posted that.  The Event Log showed the
following:
Source:  Microsoft Office 11
Type:  Error
Event ID:  1000
Description:  Faulting application outlook.exe, version 11.0.8169.0,
stamp 465f28e3,
faulting module unknown, version 0.0.0.0, stamp , debug? 0,
fault address
0x0013da3f.
 
Moot at this point though, as a reboot seems to have done the trick.
 
Eric
 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda
Sent: Monday, February 11, 2008 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Strauss / Outlook 2003 Crashing


** What is the details of the event from the event log? (EventID, Type,
etc are all helpful)


On Feb 11, 2008 8:56 AM, Grooms, Frederick W <[EMAIL PROTECTED]>
wrote:


** 
I haven't had any problems with any of his messages.
 
Msg Received:  Mon 2/11/2008 9:24 AM CST   (Plain Text
message)   
Msg Received:  Mon 2/11/2008 1:25 AM CST   (HTML
message)
 
Fred

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
Sent: Monday, February 11, 2008 10:48 AM
To: arslist@ARSLIST.ORG
Subject: OT: Strauss / Outlook 2003 Crashing


Hi All, 

Odd question, but the last couple of posts Strauss has sent to
the ARSList don't open on either of my PCs, either in a preview, or by
double-clicking them.  I haven't noticed this with anyone else's posts.

When I try to open them, Outlook crashes.  Both PCs are running
Outlook 2003, one is Windows XP, and the other is Windows XP SP2.

Wondering if this may a weird thing with my PCs, or has anyone
else had this problem? 

Eric Cleereman 

 
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Re: Strauss / Outlook 2003 Crashing

[Eric Cleereman (IT)]

The two you replied to in this thread seemed to crash Outlook on my PCs
as well.  
 
I tried rebooting, and was then able both of these on both PCs, as well
as the two original ones.  Odd, but no longer seems to be an issue.
 
Thanks.  :-)
 
Eric
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Monday, February 11, 2008 11:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Strauss / Outlook 2003 Crashing


** 

This one from Outlook 2007 - left in the original HTML as received.

 

Christopher Strauss, Ph.D.

Call Tracking Administration Manager

University of North Texas Computing & IT Center

http://itsm.unt.edu/

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
Sent: Monday, February 11, 2008 10:48 AM
To: arslist@ARSLIST.ORG
Subject: OT: Strauss / Outlook 2003 Crashing

 

** 

Hi All, 

Odd question, but the last couple of posts Strauss has sent to the
ARSList don't open on either of my PCs, either in a preview, or by
double-clicking them.  I haven't noticed this with anyone else's posts.

When I try to open them, Outlook crashes.  Both PCs are running Outlook
2003, one is Windows XP, and the other is Windows XP SP2.

Wondering if this may a weird thing with my PCs, or has anyone else had
this problem? 

Eric Cleereman 

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html___

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OT: Strauss / Outlook 2003 Crashing

[Eric Cleereman (IT)]

Hi All,

Odd question, but the last couple of posts Strauss has sent to the
ARSList don't open on either of my PCs, either in a preview, or by
double-clicking them.  I haven't noticed this with anyone else's posts.

When I try to open them, Outlook crashes.  Both PCs are running Outlook
2003, one is Windows XP, and the other is Windows XP SP2.

Wondering if this may a weird thing with my PCs, or has anyone else had
this problem?

Eric Cleereman

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Re: Newbie: form with links to frequently accessed forms

[Eric Cleereman (IT)]

Stephen,

Thanks for providing this approach.  Since reading this, I've tried this, and 
it works beautifully.

I have a lot of forms I need to access on a regular basis.  This method allows 
me to quickly drill down to whichever form I need, on whichever server I need, 
using whichever view I need.  This really speeds administration up a lot.

A couple tweaks I added to this were as follows:
 - Search / Submit mode buttons to allow opening in either mode.  In
   Search mode, all fields are blank, in Submit mode, they are default
   values.

 - Server Dropdown list, for choosing to open on an alternate server.
   Done from a lookup form, as Dev, QC, Prod, etc...

 - Workflow to populate form name based on display name or vice versa.
   Done using Application-Get-Form-Name or Application-Get-Form-Alias.

 - Workflow to populate VUI field with default VUI.
   select DEFAULTVUI from ARSCHEMA where NAME='$Form Name$'

 - Attached menu for selecting VUIs for a given form.
   select VUINAME from VUI where SCHEMAID=(select SCHEMAID from
   ARSCHEMA where NAME = '$536870916$')

I also start the names of the most frequently used forms with a space, so they 
sort to the top of the table.

Thanks again.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Heider, Stephen
Sent: Friday, February 08, 2008 8:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie: form with links to frequently accessed forms

Ravi,

Here is another approach, something I implemented here.  I have about 80 forms 
that I frequently need to open and search.  Using the Find option in the Object 
List (Ctrl+O, Find, , click Find) is not convenient to me.

I use a Table Field on a display-only/control panel form that points to a 
Regular form containing the names of forms I wish to open.  I use an active 
link that opens the form when I double-click a row in the Table field.

Regular form fields:
'Display Name' A friendly name for the form.
'Form Name' ARS form name, or URL.
'VUI Name' ARS VUI name.
'URL' Checkbox if the entry is a URL.   

The Table Field shows the 'Display Name' and 'Form Name' columns. The URL field 
is included but hidden. 

On double-click the active link opens the form, or if the 'URL' checkbox is 
checked then it opens the URL.

For opening ARS forms (not URLs) the Open Window command uses $SERVER$ for the 
Server Name field, $col Form Name$ for the Form Name field, and $col VUI Name$ 
for the Form View field.  The Window Type is set to Search and the Target 
Location is set to New.

For opening URLs, I use this Run Process command: 

rundll32 url.dll,FileProtocolHandler $col Form Name$

I only need this for Windows User Tool.  You could use the Run Process command 
"PERFORM-ACTION-OPEN-URL new" to open URLs in mid-tier.

Creating this only took about 30 minutes and I use it every single day for my 
administration.  Anytime I find myself opening a form that is not in this list 
of forms I just add a record to the Regular form field (described above) and 
from them on all I need to do is double-click in the Table field and it's 
opened for me.

To enhance this you could add a checkbox to open the form in New mode instead 
of Search mode.  I seldom need to open in New mode so when I need to, I first 
open in Search modem then select Edit > Copy to New.

Stephen
Remedy Skilled Professional






-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Ravi
Sent: Friday, February 08, 2008 7:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Newbie: form with links to frequently accessed forms

This is all I am looking for. Thank you. One more question about the active 
link. Can the active link take the name of the button as an argument. What I am 
saying is the following: if I have 5 buttons opening
5 different forms, can I just have one active link taking the name of the 
button as an argument or do I have to create 5 active links?

Thanks
Ravi
MUNJAL, Jaya, IDC wrote:
> **
>
> Ravi
>
>  
>
> § Create a Display Only Form
>
> § Create 5 buttons (name them according to the form they open)
>
> § Create 5 Active Link with Open Window Action. In the open 
> Window specify which Form you want to open
>
>  
>
> For more details on the Open Window action of active link refer to 
> Basic User Guide.
>
>  
>
> Hope this helps.
>
>  
>
> Thanks
>
>  
>
>  
>
> Jaya Munjal
>
> IEA Remedy Team
>
> RBS India Development Centre (P) Ltd
>
>  
>
> T  +91 124 6724163
>
> M +91 9811405409
>
> [EMAIL PROTECTED]
>
> Unitech Business Park, Block F, Sector 41, South City 1,
>
> Gurgaon, Harayana India 122001
>
> P Please don't print this e-mail unless you really need to.
>
> www.rbs.com
>
>  
>
> Visit our Sharepoint site here
>
> Raise a fault with one of our systems here
>
>  
>
>  
>
>  
>
>  
>
> -Original Message-
> From: Action Request Sy

Re: Syntax Problems for a Run Process within an Escalation

[Eric Cleereman (IT)]

Thank you Fred.  Your method worked exactly how I wanted.
 
Eric

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Thursday, December 06, 2007 1:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Syntax Problems for a Run Process within an Escalation


** 
An Escalation already runs on the server so the @@: is not needed
 
Echo is an internal command to the shell so you may need to do:
$SHELL -c "echo foo > /RMD/home/flag"
 
Fred

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
Sent: Thursday, December 06, 2007 12:00 PM
To: arslist@ARSLIST.ORG
Subject: Syntax Problems for a Run Process within an Escalation


** 

Hi All, 

I am trying to create a file on our ARS server, where the file's content
is equal to foo.  I am trying to do this using a run process from within
an escalation.  This is the command line for this action:

@@:echo foo > /RMD/home/flag 

When the escalation fires, /RMD/home/flag is created, but the file is
zero bytes in length. 

If I try running the following command directly from a Bourne shell on
the server, it creates a file containing foo just fine:

echo foo > /RMD/home/flag 

For the run process, I have tried escaping the greater than sign with a
leading backslash, as well as trying various things with quotes, but
can't seem to get this to work.  The help file with the Admin tool
mentions that special characters within run processes may have
unexpected results, but does not mention what to do about this.

Does anyone know how this has to be formatted in order to make it work? 

Eric Cleereman 
ARS 6.3 
AIX 5.2  

 

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Syntax Problems for a Run Process within an Escalation

[Eric Cleereman (IT)]

Hi All,

I am trying to create a file on our ARS server, where the file's content
is equal to foo.  I am trying to do this using a run process from within
an escalation.  This is the command line for this action:
@@:echo foo > /RMD/home/flag

When the escalation fires, /RMD/home/flag is created, but the file is
zero bytes in length.

If I try running the following command directly from a Bourne shell on
the server, it creates a file containing foo just fine:
echo foo > /RMD/home/flag 

For the run process, I have tried escaping the greater than sign with a
leading backslash, as well as trying various things with quotes, but
can't seem to get this to work.  The help file with the Admin tool
mentions that special characters within run processes may have
unexpected results, but does not mention what to do about this.

Does anyone know how this has to be formatted in order to make it work?

Eric Cleereman
ARS 6.3
AIX 5.2

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Re: Is a Case function possible in Remedy?

[Eric Cleereman (IT)]

Hi Pete,

Here are a couple options:

1. If your DB supports Case, you can do a set fields using SQL.
2. You can store the values in a separate form, then set the values from
that.

We use the second option, as it seems a lot easier to maintain.  We've
got a form which stores the month in 4 fields.  M is 1-12, MM is 01-12,
MMM is Jan-Dec, and  is January-December.  This allows easy
conversions between any of these formats.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joran, Peter P, CTR, OSD-CIO
Sent: Tuesday, November 13, 2007 11:30 AM
To: arslist@ARSLIST.ORG
Subject: Is a Case function possible in Remedy?

All
Is there a way to do a case function, or something like it, in remedy
for a set fields action?

For example:
If 1 than January
If 2 than February...

Thanks
Pete
ARS 6.3
SQL Server 2000




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Re: Arithmetic on date field values...doesn't work in table qualification

[Eric Cleereman (IT)]

Hi Rabi,
 
Have you tried performing the calculation on the left side of the
qualification, such as:

( $Date Field On Current Form$ + 1 ) < 'Date Field on Source
Form' 

Not positive that will help, but I've seen other qualifications in the
past, where it worked fine with the arithmetic performed on the left,
but not the right.
 
Also, are you positive the date field on the current form has a value at
the time the table qualification is read?  In other words, it is not
evaluating as:

'Date Field on Source Form' > ( $NULL$ + 1 )

Eric Cleereman
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rabi Tripathi
Sent: Friday, November 02, 2007 5:29 PM
To: arslist@ARSLIST.ORG
Subject: Arithmetic on date field values...doesn't work in table
qualification


I can do arithmetic on a value on a date field fine to do stuff like add
1 to a date in set field action to get the next day.

However, in a table's qualification, a clause such as:
'Date Field on Source Form' > ( $Date Field On Current Form$ + 1 )

or any other kind of addition to a date field on source or current
form's date field causes:

ARERR [313] Data types are not appropriate for relational operation

on refreshing the table.

Since arithmetic works in set field actions, there is not logical reason
it shouldn't work in a table field qual, so I want to mark this as a
bug.

Anyone seen this? I don't think date/time fields have this issue.

I am trying to avoid having to do the arithmetic on a separate field and
reference that field in the qual.


ARS 7.0.1 p3 on Win 2003. Remedy User 7.0.1 p4.

TIA.
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Re: Patterns..... Revisited

[Eric Cleereman (IT)]

Side note:  MAC addresses are not always unique.  We've had several issues with 
D-Link NICs using duplicate addresses, especialy with POS terminals.  This is 
only a problem if they share the same LAN, but it does make them a bad choice 
for us for using as a unique ID.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Sanford, Claire
Sent: Thursday, October 25, 2007 3:50 PM
To: arslist@ARSLIST.ORG
Subject: Patterns. Revisited


** 

How is this for dredging up old topics!! 

I have gone through the manuals, I have gone through the crappy BMC KB on-line 
and none of them are giving me any idea of how to get this done.

I have a field - MAC Address, it will be entered by the tech as 0043b34def01 
I need Remedy to convert it to 00-43-b3-4d-ef-01 

I have used the following: 

[0-9,A-H,a-h] [0-9,A-H,a-h] - [0-9,A-H,a-h] [0-9,A-H,a-h] - [0-9,A-H,a-h] 
[0-9,A-H,a-h] - [0-9,A-H,a-h] [0-9,A-H,a-h] - [0-9,A-H,a-h] [0-9,A-H,a-h] - 
[0-9,A-H,a-h] [0-9,A-H,a-h]

[a-z0-9] [a-z0-9] - [a-z0-9] [a-z0-9] - [a-z0-9] [a-z0-9] - [a-z0-9] [a-z0-9] - 
[a-z0-9] [a-z0-9] - [a-z0-9] [a-z0-9] 
   
[a-h] [0-9]-[a-h] [0-9]-[a-h] [0-9]-[a-h] [0-9]-[a-h] [0-9]-[a-h] [0-9] 

Then I get the following error for any of the patterns: 

ARERR [306] Value does not fall within the limits specified for the field : 

 (pattern - [a-h] [0-9]-[a-h] [0-9]-[a-h] [0-9]-[a-h] [0-9]-[a-h] [0-9]-[a-h] 
[0-9]) :  PC Asset Tag 



It has occurred to me that I may be going about this all wrong.  But I just 
don't know. 


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] 


-Original Message- 
From: Grooms, Frederick W [   mailto:[EMAIL 
PROTECTED] 
Sent: Tuesday, April 06, 2004 4:17 PM 
To: ARSLIST@ARSLIST.ORG 
Subject: Re: Patterns. 

Did you try [0-9,A-Z,a-z] for each character you want to be alpha or 
number? 

I forgot to mention if you are doing pattern matching in a filter (or 
active link) Run-If do not define the pattern match on the field in the 
form. 

Fred 

-Original Message- 
From: Action Request System discussion list(ARSList) 

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Posting to a Web Service via HTTP

[Eric Cleereman (IT)]

Hi All,

I apologize, I believe something similar to the following as been covered 
previously, but I am unable to locate the thread.

Does anyone know how to post to a web service by the URL?

We're using Mid-Tier 6.3, and the user's client is unknown.  It could be IE, 
Opera, a cell phone, PDA, etc...  We're assuming whatever the browser is, it 
supports HTTP POST in conjunction with form submit, but that their browser may 
not support scripting.

We're trying to allow a user to post a Yes / No type response to a Remedy Web 
Service.  The user would click URL A or URL B.  If URL A is clicked, Remedy 
would creates a record with a data field set to 'Yes'.  If URL B is clicked, 
Remedy creates a record with that data field set to 'No'.  The user would be 
connecting using a Restricted Read license.

I've found a few sites that allude to being able to post a form's data to a web 
service, such as http://www.w3schools.com/webservices/ws_use.asp.  I am unable 
figure out how to do this with Mid-Tier though.

Does anyone know how to POST to a Remedy web service using something similar?

Eric Cleereman

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Re: ADM: Annual are you going to BMC UserWorld qeustionaire available

[Eric Cleereman (IT)]

  
http://en.wikipedia.org/wiki/Julian_day has an article on this.  The short of 
it was that the minimum date it was arbitrarily chosen by Joseph Scaliger (the 
inventor of Julian Dates) back in 1593, so that the it would predate all 
historical dates at that point.  The maximum was a date was a result of that.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Rick Cook
Sent: Wednesday, October 17, 2007 10:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: ADM: Annual are you going to BMC UserWorld qeustionaire available


** 
In relation to AR System function, is the max B.C. value (1/1/4713 BC) any more 
or less an arbitrary value than that of the UNIX Epoch (1/1/1970)?  I agree 
that an unlimited value (or a value that was allowed to the same level as A.D. 
or B.C.) would have been more useful to the 0.01% of Remedy installations used 
by archaeologists and the like.  Would love to hear from someone who knows how 
the maximum B.C. value was determined, and why.
 
Rick
 
On 10/17/07, Opela, Gary L Contr OC-ALC/ITMA < [EMAIL PROTECTED]> wrote: 

I think you can get rid of the BC using some text-editing technique
(I've seen someone post on the list how to do it), but I do agree it is 
useless. I've had customers click it thinking it meant Business
Continuance for some reason.

I would imagine, maybe, if you used remedy to track fossils or
something, then the BC field might be used in a date field describing 
from when the dinosaur came, however, I think that date fields can only
go back so far, and doubt they can go back to 40,000,000 yrs ago.

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto: [EMAIL PROTECTED] On Behalf Of John Sundberg 
Sent: Wednesday, October 17, 2007 8:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: ADM: Annual are you going to BMC UserWorld qeustionaire
available

**
I filled out the survey -- 

Just wondering in general on the date fields -- has anybody ever
selected BC for a valid reason?

I figure -- ARS has 10,000 sites (not sure/what I have heard -- but
guessing).
The average site does 100,000 tickets/year -- this I know this as fact. 
(kidding)

So - that is 1,000,000,000 tickets/yr.

I would guess - that not one ticket -- has a real use of BC.

Can anybody prove me wrong?

If that is the case -- anybody think the default should not include BC? 

PS - the survey did not work on Safari-Mac. I would be willing to donate
a Kinetic Survey and Kinetic Request license to the ARSList -- Dan --
hit me up if interested.


-John



On 10/17/07, Daniel Bloom < [EMAIL PROTECTED]> wrote:

   **

   If you go to www.wwrug.org < http://www.wwrug.org/  
 >

   On the left hand side there is a link to the "Attendance
Survey".



   This gives me an idea of how many will be there and how many

   pins I should be dragging around to hand out to folks that are 
there.



   For any first timers, there is a pin that shows you are a member
of

   the ARSlist. If you see me, I usually have some with me. I will

   also leave some at any booth of companies that sponsor the list 

   (our new sponsor should be announced at UserWorld. I have a
commitment

   just no check in hand yet).



   ... Daniel

   p.s. I have given up trying to have them handed out at the 
registration desk,

   it is always more stress than it is worth

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Re: Map "http://midtierservername" to a midtier URL such as "http://midtierservername/arsys/home"?

[Eric Cleereman (IT)]

Hi Rabi,

Here's how I accomplished something similar.  Our requirement was that the 
Remedy page needed to have what appear ed to be a static URL in the address bar:
 - Open IIS Manager
   - Drill down to Internet Information Services \ Local Computer \ Default Web 
Site
   - Right click Default Web Site, and select Properties
   - Choose the Documents Tab
   - Make sure Enable default content page is checked.  Any files listed there 
will be shown if they exist in a directory, rather than showing the directory 
contents.  If multiple files matching those names exist, the one appearing 
first in that list will be the one shown.
   - Click the Home Directory tab
   - The path shown for Local path will be the root of your web server.  Open 
that path in Explorer.
 - Create (or modify if one exists) a default content page.
   - Embed the remedy content within an IFrame, similar to the following:
 Page Loading.  Please wait...
 IFrame, Body {background-color:FFF; Overflow:Hidden; Margin:0; 
border:none, width:100%; height:100%}
 
 - Close IIS Manager
 - Close Explorer   

Hope this helps.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rabi Tripathi
Sent: Friday, October 12, 2007 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Map "http://midtierservername"; to a midtier URL such as
"http://midtierservername/arsys/home";?


I have IIS 6, Tomcat 5.5.17 w
This is for web server/jsp engine gurus.

I have IIS 6, Tomcat 5.5.17 with Midtier 7.0.1. 

I tried messing with IIS's configuration so that http://midtierserver name 
would map to something like http://midtierservername/arsys/home, so people 
wouldn't have to type a long URL. Couldn't get it done.

IIS's virtual mapping wants me to pick a folder to map to not a URL like above. 
Also, it wants an alias to map to, so even if I could get it done, looks like 
the URL will look like, http://midtierservername/aliasname.

I see iisstart.htm file in the default directory, which contains the error 
message that's displayed when I type http://midtierserver. Wondering if there's 
any trick I can play with this file to have it redirect to 
http://midtierservername/arsys/home or any other midtier URL.

Any thoughts?

TIA.


   

Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, 
photos & more. 
http://mobile.yahoo.com/go?refer=1GNXIC

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Re: Internet Explorer 5.01 - MidTier 6.3

[Eric Cleereman (IT)]

Agreed.  I'd prefer we didn't have those builds either.  Not my call though.
 
Some of our builds with IE5 could (and likely should) be upgraded.  We also 
have a number which are running AIX, Windows 3.1, and Windows 3.51, none of 
which have newer versions of IE available, so they are pretty much stuck at 
their current versions.
 
At least nobody's asked if the mainframes or OS2 boxes can access Remedy yet.  
(knock on wood)

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Shellman, David
Sent: Tuesday, October 09, 2007 4:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Internet Explorer 5.01 - MidTier 6.3



Eric,

I have to ask why IE 5.01 which has so many security holes?

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Tue Oct 09 15:47:50 2007
Subject: Internet Explorer 5.01 - MidTier 6.3

**

Hi All,

I have a home grown interface which grants a large number of our users read 
access to specific details from their help desk cases, related part orders, 
etc.  They do this using Mid-Tier 6.3.  These users have IE5.5 or higher.  I 
know the compatibility matrix says IE6 or higher with Mid-Tier 6.3, but we've 
not had any issues.

Here's my problem:  Management now would like to deploy this interface to a 
number of users we have who only have IE5.01.  This does not work.  There many 
Object Expected errors, and the page never fully loads.

Does anyone know of a cheap (or free) solution which allows access via Mid-Tier 
for IE5?

Eric Cleereman

__20060125___This posting was submitted with HTML in it___

Internet Explorer 5.01 - MidTier 6.3

[Eric Cleereman (IT)]

Hi All,

I have a home grown interface which grants a large number of our users read 
access to specific details from their help desk cases, related part orders, 
etc.  They do this using Mid-Tier 6.3.  These users have IE5.5 or higher.  I 
know the compatibility matrix says IE6 or higher with Mid-Tier 6.3, but we've 
not had any issues.

Here's my problem:  Management now would like to deploy this interface to a 
number of users we have who only have IE5.01.  This does not work.  There many 
Object Expected errors, and the page never fully loads.

Does anyone know of a cheap (or free) solution which allows access via Mid-Tier 
for IE5?

Eric Cleereman

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Re: detecting radio button selection in table

[Eric Cleereman (IT)]

Hi Rocky,

Not the best options but here are a couple possibilities:

If your table doesn't have drilldown enabled, you can have an active link fire 
on Return/Table Dbl-Clk for the table.  When the radio button is 
double-clicked, the active link fires.

If a user only single clicks the radio button, an active link can catch that on 
Menu/Row/Level Choice, Interval, or Lose focus.  Does not provide immediate 
feedback that way, but it does provide feedback prior to another action being 
taken.

A last option is if this will happen under mid-tier only, you should be able to 
write a JavaScript to detect when the button is pressed.  You can then fire a 
pop-up from there, assuming it's a static message, or crafted from fields the 
JavaScript has access to.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rocky Rockwell
Sent: Wednesday, October 03, 2007 9:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: detecting radio button selection in table


Yep done that, but the CIO does not want to click in different 
locations. He wants click in one location (the row in the column) and 
select the radio button.

*Rocky*

Rocky Rockwell
eMA Team – Remedy Developer
[EMAIL PROTECTED] 
Ph#1: 214-567-8874
Ph#2: 325-884-1263



Joe D'Souza wrote:
> ** 
> I do not have a system I can try it on or I would have tried it too..
>  
> A workaround is the only thing I can think of. Create Display Only 
> fields that would display the information contained in the row on that 
> table field on selection of a row.
>  
> On the display only field for that radio button, create the AL that 
> fires on selection of that value. You will also need some workflow to 
> save what you change on the display only fields to that row on the 
> table field..
> *//* 
> */Joe D'Souza/*
> *//* 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] Behalf Of Rocky Rockwell
> Sent: Tuesday, October 02, 2007 5:09 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: detecting radio button selection in table
>
>
> The problem is that the active link sees the table, but it does not 
> give me an option to select a column from the table. I have tried both 
> the "Return/Double-click" and "Menu/Row/Level Choice " options with no 
> joy.
>
> Without the option to fire on a column I think I am hosed..
> Unless you have an idea.
>
> *Rocky*
>
> Rocky Rockwell
> eMA Team – Remedy Developer
> [EMAIL PROTECTED] 
> Ph#1: 214-567-8874
> Ph#2: 325-884-1263
>
>
>
> Joe D'Souza wrote:
> > ** 
> > Rocky,
> > 
> > Check to see if your active link is indeed set to fire on that
> > specific column of the table field. If you have already checked that,
> > have you tried changing the display type of that field to a Drop List
> > instead of a Radio Button? You can do so directly from the field
> > property. You DO NOT have to delete and recreate the field.
> > 
> > Cheers
> > *//*
> > */Joe D'Souza/*
> > *//*
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] Behalf Of Rocky Rockwell
> > Sent: Monday, October 01, 2007 6:08 PM
> > To: arslist@ARSLIST.ORG
> > Subject: detecting radio button selection in table
> >
> >
> > Folks,
> >
> > I have a problem/question dealing with radio buttons in a table. I
> > have a customer (CIO) who wants a popup message to show as soon as a
> > radio button option is selected in a table and has a certain value.
> >
> > Problem: Radio buttons when selected in a table do not activate Active
> > Links.
> >
> > Question: Any ideas as to how to accomplish this?
> >
> > ARS 701p3
> > mid-tier 701p3
> >
> > --
> >
> > *Rocky*
> >
> > Rocky Rockwell
> > eMA Team – Remedy Developer
> > [EMAIL PROTECTED] 
> > Ph#1: 214-567-8874
> > Ph#2: 325-884-1263
> __20060125___This posting was submitted with HTML 
> in it___ 

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Re: Computer just beeps five sets of four beeps

[Eric Cleereman (IT)]

Hi Matt,

I don't see where this page lists five sets of four beeps.  Was this the page 
you'd meant to send?

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Gayford, Matthew C.
Sent: Friday, September 21, 2007 4:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Computer just beeps five sets of four beeps


For next time, check out
http://h10025.www1.hp.com/ewfrf/wc/genericDocument?docname=bph07107&cc=u
s&lc=en&dlc=en&dlc=en&lang=en. They list all the beep codes on their
support web site.

-Matt

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Friday, September 21, 2007 3:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Computer just beeps five sets of four beeps

Okay, problem solved. There was a power cord not plugged in properly.

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD
Sent: Friday, September 21, 2007 2:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Computer just beeps five sets of four beeps

** 
Gary,
 
A lot of the new HPs have diagnostic lights on the motherboard.
 
Michael



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Friday, September 21, 2007 1:11 PM
To: arslist@ARSLIST.ORG
Subject: OT: Computer just beeps five sets of four beeps


** 

When we turn on this computer, it just beeps five sets of four beeps. It
never boots up, the fan doesn't come on. It is an HP computer, and we
cannot find the BIOS codes anywhere.

 

PS: Sorry this is so off topic, but I've Googled it and couldn't find
anything.

 

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211

 

__20060125___This posting was submitted with HTML in
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Re: Mid Tier Authentication Failed.....

[Eric Cleereman (IT)]

Another thing to check.  Can she logon to Mid-Tier using her login, when logged 
in from a different Windows profile on her PC?  If not, her PC is likely the 
problem.  If so, her Windows profile is likely the problem.
 
A couple things I've seen that can cause this:
 - Locked files.  A reboot will often fix those.
 - IE Plugins.  Try disabling any that she has and you don't.
 - Viruses.  Some of these can hose up data being submitted.
 
Good luck with this.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Kemes, Lisa
Sent: Monday, September 10, 2007 5:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier Authentication Failed.


** 
We don't use LDAP to log into the Mid Tier.  We just create our own user id's 
and password using the AR System User Profile form.

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of L. J. Head
Sent: Monday, September 10, 2007 5:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier Authentication Failed.


** 
if you are using AREA you could turn on detailed logging and find out why it's 
erroring out

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kemes, Lisa
Sent: Monday, September 10, 2007 3:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier Authentication Failed.


** 
Done that, I remote controlled into her computer to make sure she was logging 
in correctly.
 
Thanks!
 
Lisa

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of L. J. Head
Sent: Monday, September 10, 2007 4:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier Authentication Failed.


** 
verify username and password case.  

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kemes, Lisa
Sent: Monday, September 10, 2007 2:44 PM
To: arslist@ARSLIST.ORG
Subject: Mid Tier Authentication Failed.


** 
I able to log onto the Mid Tier ("user tool").  I'm also able to log in as 
another user just fine.  But the user keeps getting Authentication Failed when 
logging onto the Mid Tier from her computer.
 
I had her flush out her history in IE, Delete her Temp Files in IE and Delete 
her cookies in IE.   I had her flush her DNS.  I also flushed the Cache on the 
mid tier server.  Still no luck.  
 
We are using Mid Tier 7.0.1 patch 3 with AR Server 7.0.1 on a Windows 2003 
server.
 
Lisa
__20060125___This posting was submitted with HTML in it___ 
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Re: Version 7.1 Compatibility Matrix

[Eric Cleereman (IT)]

Thank you L.J.  That worked perfectly.  I will have to re-read the guide more 
thoroughly in the near future.
 
Eric

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of L. J. Head
Sent: Thursday, September 06, 2007 2:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7.1 Compatibility Matrix


** 
>From the What's new Guide for 7.1 Page 17
 
Displaying the Licenses windows

By default, the Licenses windows are unavailable in BMC Remedy Administrator.  
Instead, when you click the items on the File > Licenses menu, a message 
appears redirecting you to forms in BMC Remedy User and the BMC Remedy 
Administration Console.

To use the Licenses windows in BMC Remedy Administrator, you can make them 
available as follows:

1 Add a registry key value under HKEY_LOCAL_MACHINE\SOFTWARE\Remedy\Remedy 
Administrator with the following settings:

* Name: ShowLicenses

* Type: REG_BINARY

2 Set ShowLicenses to 1 to make the Licenses windows available. To make the 
Licenses windows unavailable, set the value to 0.


  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Eric Cleereman (IT)
Sent: Thursday, September 06, 2007 12:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7.1 Compatibility Matrix


** 
Hi All,
 
The compatibility matrix shows the following:
AR System Administrator 7.1.00
Supported on Server 6.3.00?
Yes [6.3.00 features]
 
Given that, I have installed AR System Administrator 7.1.00.  I am running into 
an issue when trying to Administer a 6.3.00 server with it.  I click on File, 
Licenses, Manage User Licenses.  I get the following message:
This option is depreciated from BMC Remedy Administrator.  Go to BMC Remedy 
User and open the corresponding option in the AR System Administration Console.
 
Being that the server I am trying to manage licenses on is still 6.3, it does 
not have an AR System Administration Console.
 
I may have missed something in the docs.  Does anyone know of a way to manage 
user licenses given the following above "supported" combination of 
Administrator and Server?
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Easter, David
Sent: Thursday, September 06, 2007 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7.1 Compatibility Matrix


** 
"Italics indicate an addition since AR System 7.0.01"
 

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Robert Tripp
Sent: Thursday, September 06, 2007 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7.1 Compatibility Matrix


** 
David,
 
When I look at the compatibility matrix, and see an italicized yes, what does 
that mean?  For example, Helpdesk 5.6 is listed as an italicized yes for AR 
Server 7.1
 
Thanks,
-Rob

  _  

From: Easter, David [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, September 05, 2007 7:52 AM
Subject: Re: Version 7.1 Compatibility Matrix


** 
The compatibility matrix is now posted.
 
http://www.bmc.com/support/bmcremedycomp/index.htm
 
Thanks,
 

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Shellman, David
Sent: Tuesday, September 04, 2007 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7.1 Compatibility Matrix


** 
Thanks for the update.
 
Dave

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Easter, David
Sent: Tuesday, September 04, 2007 2:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7.1 Compatibility Matrix


** 
> The compatibility matrix is posted through a different group than the EPD, so 
> it's a little bit behind. Should be up soon.
 

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public

Re: Version 7.1 Compatibility Matrix

[Eric Cleereman (IT)]

Hi All,
 
The compatibility matrix shows the following:
AR System Administrator 7.1.00
Supported on Server 6.3.00?
Yes [6.3.00 features]
 
Given that, I have installed AR System Administrator 7.1.00.  I am running into 
an issue when trying to Administer a 6.3.00 server with it.  I click on File, 
Licenses, Manage User Licenses.  I get the following message:
This option is depreciated from BMC Remedy Administrator.  Go to BMC Remedy 
User and open the corresponding option in the AR System Administration Console.
 
Being that the server I am trying to manage licenses on is still 6.3, it does 
not have an AR System Administration Console.
 
I may have missed something in the docs.  Does anyone know of a way to manage 
user licenses given the following above "supported" combination of 
Administrator and Server?
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Easter, David
Sent: Thursday, September 06, 2007 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7.1 Compatibility Matrix


** 
"Italics indicate an addition since AR System 7.0.01"
 

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Robert Tripp
Sent: Thursday, September 06, 2007 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7.1 Compatibility Matrix


** 
David,
 
When I look at the compatibility matrix, and see an italicized yes, what does 
that mean?  For example, Helpdesk 5.6 is listed as an italicized yes for AR 
Server 7.1
 
Thanks,
-Rob

  _  

From: Easter, David [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, September 05, 2007 7:52 AM
Subject: Re: Version 7.1 Compatibility Matrix


** 
The compatibility matrix is now posted.
 
http://www.bmc.com/support/bmcremedycomp/index.htm
 
Thanks,
 

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Shellman, David
Sent: Tuesday, September 04, 2007 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7.1 Compatibility Matrix


** 
Thanks for the update.
 
Dave

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Easter, David
Sent: Tuesday, September 04, 2007 2:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7.1 Compatibility Matrix


** 
> The compatibility matrix is posted through a different group than the EPD, so 
> it's a little bit behind. Should be up soon.
 

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Shellman, David
Sent: Tuesday, September 04, 2007 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Version 7.1 Compatibility Matrix


** 

Any one seen the 7.1 compatibility matrix or has it not been added to the web 
page (   
http://www.bmc.com/support/bmcremedycomp/index.htm) yet?

Dave 

Dave Shellman 

Phone:  (717) 810-3687 
Fax:(717) 810-2124 
email:  [EMAIL PROTECTED] 

Tyco Electronics 
MS 161-043 
PO Box 3608 
Harrisburg, PA 17105-3607 

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Re: Window Loaded active link condition

[Eric Cleereman (IT)]

Hi Michael,
 
The Help File from Remedy Admin 7 shows the following:

Display - Executes after an existing request is loaded into a form, but before 
the request appears in the Details Pane.  
 
Window Open - Executes when any of the following actions occur: 
  A form window opens in New, Search, Modify, or Modify All operation mode.
  The mode of the Detail pane switches into one of the above modes.
  The form is opened by using the Open Window action.
  
This is useful for establishing initial environments when users open a new 
window or change modes. The active link will be executed before any data is 
loaded into the window, except when the form is opened in Dialog mode by the 
Open Window action.  
 
Window Loaded - Executes after all the data values have been loaded into a 
Submit or Search window (from defaults, from a copy to new, or from an open 
window action).  

I believe if you have this fire on Window Open instead of Windows Loaded, it 
should work.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Durrant, Michael M. - ITSD
Sent: Friday, August 10, 2007 10:01 AM
To: arslist@ARSLIST.ORG
Subject: Window Loaded active link condition


** 
ARS 7.0.01 Windows
Admin Tool 7.0.01 Patch 003 Windows
User Tool 7.0.01 Windows
MidTier 7.0.00 Patch 002 Windows  IIS / ServletExec
 
I have a form with a Window Loaded active link attached to it.  I have no 
run-if qualification.  When I create a new request, the active link fires.  
When I open an existing request via double-clicking on a request in a 
table-field (Table Drill-Down), the link doesn't fire!
 
No big deal - I created an active link to open the request on Return/Table or 
Level Double-Click in Modify mode.  The request opens as expected, but again - 
the Window Loaded active link does not fire.
 
... I wrote this yesterday afternoon.  Between now and then, I've discovered 
that the Window Loaded action only applies to New or Search mode.  How can I 
get the same functionality in Modify mode?
 
Thanks for your input,
 
Michael
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otherwise protected from disclosure.  All persons are advised that they may 
face penalties under state and federal law for sharing this information with 
unauthorized individuals.  If you received this email in error, please reply to 
the sender that you have received this information in error.  Also, please 
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Re: Changing Window Title

[Eric Cleereman (IT)]

Hi Dave,
 
Under 6.3, I've had success doing this with a JavaScript similar to the 
following:


top.document.title='foo';


It's been awhile since I've needed to do it, but I think the trick may have 
been to have the Active Link fire On Load or On Display depending on how you 
want to use it.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Barber, Dave
Sent: Monday, August 06, 2007 6:36 AM
To: arslist@ARSLIST.ORG
Subject: Changing Window Title


** 
All,
 
I'm needing to change the window title on a specific view of a form for the 
mid-tier.
 
Its a ticketing application thats been opened up for other departments usage, 
and instead of saying "IS Tickets", it needs to say " Tickets".  
Within admin I've amended the HTML title tag to read accordingly, but it isn't 
taking effect - its continually keeping the form name.
 
Any suggestions?
 
This is on ARS 5.1.2, with 6.3 mid tier.
 
Regards
 
Dave

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Re: Two buttons - one active link

[Eric Cleereman (IT)]

Hi Michael,
 
You can't assign a single active link to two buttons, but you can get the same 
effect using a run process.
 
Create whatever active links you'd like have fire for Button A as normal.
 
Create an active link for Button B who's sole action is to perform the 
following run process:
PERFORM-ACTION-ACTIVE-LINK 1 FID
 
Substitute the Field ID for Button A in place of FID.  This will make the user 
tool run whatever active links would have run had Button A actually been 
pressed.
 
Generally you'd want to make the Button B's active link fire with a run order 
of 0, so you can ensure it will trigger the active links on Button A in the 
correct order.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Durrant, Michael M. - ITSD
Sent: Thursday, August 02, 2007 4:54 PM
To: arslist@ARSLIST.ORG
Subject: Two buttons - one active link


** 
I have two buttons on a form - one at the top, one at the bottom, that perform 
the same function.   Can I have these two buttons fire the same active link?
The information contained in this email may be privileged, confidential or 
otherwise protected from disclosure.  All persons are advised that they may 
face penalties under state and federal law for sharing this information with 
unauthorized individuals.  If you received this email in error, please reply to 
the sender that you have received this information in error.  Also, please 
delete this email after replying to the sender. 
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Re: Error with ARInside

[Eric Cleereman (IT)]

Hi Neel,
 
I've had the same issue previously, both with ARInside, and with other apps.
 
As a workaround, I was able to recreate my page file.  The existing one had 
been several hundred fragments.  After doing this, and rebooting it would 
typically work for a few weeks, before recurring again.
 
As a long term fix, I asked our Service Desk to put a full 2 Gig of Ram in my 
PC.  Since then, I have not had an issue.
 
Hope this helps.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Neel Guatam
Sent: Tuesday, July 24, 2007 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Error with ARInside


** 

Hello my fellow listers,

I am trying to get ARInside to work. I ran it through command prompt and it 
loaded all the components from my server and ran for 6-7 hours and then it gave 
me an following error. I tried it again overnight - no luck, same error. I 
checked the defaultoutputfolder and there are empty folders there, it didn't 
create any documentation at all. Any help would be appreciated.

ARInside.exe - Application error

The instruction at "0x" referenced memory at "xX". The memory 
could not be "read".

Click on "OK" to terminate the program.

Click on "CANCEL" to debug the program.

Thank you,

Neel Gautam 



This message is for the designated recipient only and may contain privileged, 
proprietary, or otherwise private information. If you have received it in 
error, please notify the sender immediately and delete the original. Any other 
use of the email by you is prohibited.

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Re: Remedy and Programming Languages

[Eric Cleereman (IT)]

Hi Andy,

My $0.02:  Shell Scripting.

The "language" I find myself using the most frequently with Remedy is Shell 
Script.  This is very robust for interfacing Remedy with a large number of 
other systems.  It can be used to call sendmail, to preparse a file for Remedy 
to import, to IM a user, to generate a report in HTML, to print an automated 
reports, to call another APP on a user's PC, to upgrade a user's User Tool, to 
fix an issue on a requester's PC, and so much more.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Mayfield, Andy L.
Sent: Monday, July 23, 2007 12:13 PM
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

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Re: Task opening in Dialog Window

[Eric Cleereman (IT)]

Hi John,
 
We've done this previously.
 
The issue we ran into was this allows a user to open multiple tasks at once, 
whereas when it was a dialog they could only open one at a time.  The reason 
that turned out to be an issue was that users were able to open two tasks, 
modify both, then save them.  Since the task 2 was loaded prior to the 
modification made to task 1, it had a lot of potential to screw up the task 
dependencies.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of John Kovalcik
Sent: Friday, July 13, 2007 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Task opening in Dialog Window


** 
Listers, 

Is there any good reason why Opening a task record from a ticket 
results in a dialog window instead of a modify  within the Helpdesk application 
??   I would like to do away with the dialog and make it a modify window.  Any 
thoughts ??? 

 Thanks,
   John M. Kovalcik
   Service Management Sr. Analyst
  ITIL Foundations Certified
   Global Information Technology
   Kennametal Inc. 
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Re: Remedy 7 Password Functionality

[Eric Cleereman (IT)]

Hi David,
 
When 7.1 is released, will 6.3 still be considered a supported release?
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Easter, David
Sent: Tuesday, June 26, 2007 11:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 7 Password Functionality


** 
Yes, a future release - most likely a version 7.1.00 - may contain more out of 
the box password management capabilities.  You can either contact your BMC 
sales person privately now to get more information or wait until closer to when 
the product will be released (current tentative date for release is August '07) 
so that such information could be shared publicly.
 
Thanks,
 

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.
 

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Savant, [EMAIL PROTECTED]
Sent: Tuesday, June 26, 2007 8:02 AM
To: arslist@ARSLIST.ORG
Subject: Remedy 7 Password Functionality


** 

Has anyone heard if a future release of Remedy 7 might include improved 
password capabilities?  We're looking to enforce standards such as password 
length, special characters, etc...  I seem to remember having read about it on 
the now defunct 'What's New' section of the support web site but can't find 
anything on it now.  Thanks!

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Re: Modifying a Webservice: unmapped fields keep showing up in the WSDL.

[Eric Cleereman (IT)]

Hi Ray,

I've had this problem in the past.

If you go to the mapping for your web service, you should be able to right 
click each of your unmapped elements.  If you cut them, they should then be 
removed from your WSDL.  If they are still not, try flushing your cache on you 
Mid-Tier server.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Ray M
Sent: Thursday, June 07, 2007 10:41 PM
To: arslist@ARSLIST.ORG
Subject: Modifying a Webservice: unmapped fields keep showing up in the
WSDL.


Hi: I have created a webservices object. When I unmap a field in the Input
Mapping window and save the webservice the field still shows up on the
webservices when I click on the View in the WSDL tab or point my browser to
the WSDL location. Do I have to do anything else for the unmapping to take
effect?

Thanks
Ray

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Re: SNMP Mib units for time oids

[Eric Cleereman (IT)]

Hi Robert,

I'm not familiar with catci, but for most languages I've worked with, Integer32 
indicates a 32 bit unsigned integer, which would match the listed range of 
0..2147483647.

Given a start date of 1/1/1980, with a maximum of 2147483647 units, we can 
derive the following maximum end dates:
  1/25/1980 for milliseconds
  1/19/2048 for seconds
  10/16/5883516 for clocks (assuming 1 clock is equal to 1 day)

For orbits around the earth, I don't know what is meant by that.  If it were 
orbits around the sun (years), it would be an end date of 1/1/2147485337.

I'm guessing the unit you want is likely seconds.

Eric Cleereman
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Robert Halstead
Sent: Friday, June 01, 2007 5:49 PM
To: arslist@ARSLIST.ORG
Subject: SNMP Mib units for time oids


I'm trying to put some statistical data into cacti and i'm using the
Remedy 6.3 Mib.  The Mib fails to explain what time units most of the
time related oids are (seconds, milliseconds, clocks, orbits around
the earth).

Can anyone explain what time units remedy is using for these two oids?
 And can I assume the same time units for the other oids that don't
explain?

arsServerStat-Idle-Time OBJECT-TYPE
SYNTAX  Integer32 (0..2147483647)
MAX-ACCESS  read-only
STATUS  current
DESCRIPTION
"The total idle time when the server is not processing any requests."
::= { ARSStatistics 57 }

arsServerStat-Net-Resp-Time OBJECT-TYPE
SYNTAX  Integer32 (0..2147483647)
MAX-ACCESS  read-only
STATUS  current
DESCRIPTION
"The total time spent on the network responding to the client."
::= { ARSStatistics 58 }

-- 
"A fool acts, regardless; knowing well that he is wrong. The ignoramus
acts on only what he knows, but all that he knows.
The ignoramus may be saved, but the fool knows that he is doomed."

Robert Halstead

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Re: HTML Editor for Notifications

[Eric Cleereman (IT)]

I use UltraEdit-32.  It's costs $50 per copy, but it's worth every cent.  It's 
got a ton of features, but the one's I use a lot with Remedy are:
 - Color codes code for HTML, JavaScript, shell scripts, and most languages.
 - An "HTML Tidy" feature which quickly cleans up HTML generated from other 
apps.
 - A macro feature, which is great for working with Remedy definition files.
 - Integrated FTP, and SFTP support.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Suwanski, Ron
Sent: Wednesday, May 16, 2007 12:30 PM
To: arslist@ARSLIST.ORG
Subject: HTML Editor for Notifications


** 

Hi all,

   Just curious to see what Web editor people are using to create HTML Email 
Templates.  I was using Front Page but when the email gets sent out, it does 
not look right.

 

Thanks. 

 

Ron Suwanski 
Remedy Administrator / Developer 
DeVry Inc. 
Phone 630-472-2209  
Fax 630-382-2917 
  [EMAIL PROTECTED] 

 

cid:880455221@18102006-1140

 

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<>

WSDL Element Order

[Eric Cleereman (IT)]

Hi All,

We are running ARServer 6.3 on AIX 5.2, and Mid-Tier on Windows 2003.

I looked through several docs, but I've not been able to find the answer to 
this:  If I add an element to a Remedy generated WSDL, how can I change the 
position of the element?

For instance, I have the following elements defined under input mappings for a 
given Operation:
Assigned_To
From
HD_Status
Logical_Host
Message
Short_Description
Status
Impact_Time_End
Impact_Time_Start
Server_Name
Submitter

When I add the element Component_Name, it appears at the bottom of the list, 
rather than following the Assigned_To element.  This creates a problem, as we 
have an automated tool which generates it's SOAP with the elements 
alphabetically.  The end result is, when the tool submits to Remedy, Remedy 
kicks back the following error:
MessageText: Required element expected in the input XML document
AppendedText: 

When I look at this in Mindreef's SOAPScope, it appears the error is appearing 
because Remedy is expecting the From element, and receiving the Component_Name 
element instead.

I realize I can cut and paste each of the elements from From through Submitter, 
and this will move them below the last added element, but when I do that, each 
loses it's element info, so I end up having to recreate those.  I'm hoping 
someone may have a better way to do this.

Eric Cleereman

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Re: Automatic generation of passwords for imported users..

[Eric Cleereman (IT)]

Hi Joe,

We had a similar issue in the past.  We were able to push the last four digits 
of each person's SSN to the password field on creation.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Joe D'Souza
Sent: Friday, May 11, 2007 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Automatic generation of passwords for imported users..


This is an idea I have but not sure if it would work... I wonder if anyone
has tried something similar..

I wanted to generate random passwords for imported users, and email them
this password after this user was created. I have a customer here who wants
to move from Magic to Remedy, and I have got the user data from Magic. While
importing this data to Remedy, I had this thought of generating a GUID, and
using the last 10 characters of the GUID as the password. I do not really
care if this is not a unique string across the board though chances are it
might be unique since I'm picking the end of the string and not the
beginning which tends to be not unique for consecutive records..

So on getting the last few characters - say 10 characters, I was thinking of
putting it in a display only field, and pushing this value to the Password
field during the creation of the record, and emailing the user this string
using a filter with a `! as a post fix on its name..

Will this actually work to generate a password? Has anyone tried something
similar before pushing a simple text string into the password field??

Joe
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.467 / Virus Database: 269.6.8/797 - Release Date: 5/10/2007
5:10 PM

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Re: Email Maximum Sizes

[Eric Cleereman (IT)]

Good to know.  Thank you Stephen.
 
Eric

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Heider, Stephen
Sent: Tuesday, May 08, 2007 4:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Maximum Sizes


** 
With ARS 6.3 I believe the limit is 32KB for the body of the email.
 
Stephen

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Eric Cleereman (IT)
Sent: Tuesday, May 08, 2007 4:14 PM
To: arslist@ARSLIST.ORG
Subject: Email Maximum Sizes


** 

Hi All, 

We had a user send a few emails to Remedy, each of which was 162 kb.  In each 
case, the AR System Email Error Logs shows the following message:

Restarting Thread Creator Module : AGaa47f025QSOY8wAAxkEA 

Our typical emails are 1 kb - 10 kb. 

We are currently running email engine version 6.00.01 Patch 1325 for the email 
engine, under JRE: 1.4.2, AIX 5.2. 

ARServer is 6.03.00 Patch 21, running on the same server as the email engine.  
We generally get right around 100 emails each day.

Can anyone with a more recent version of the email engine tell me if it is able 
to handle emails close to 162 kb (or ideally larger)?

Eric Cleereman 

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Re: Mid-Tier and run process

[Eric Cleereman (IT)]

Hi Gary,

The following script has worked for me from IE 5 through IE 7:
   
  function mkdir(str) 
{var wshshell = new ActiveXObject('WScript.Shell');
 wshshell.Run('cmd /c md "'+str+'"', 1, true);}
   

   Make Directory

The JavaScript, JScript, or wsh sandboxes do not generally provide access to 
the underlying operating system if they are called from a browser.  So the 
trick here is to call them from a browser, but not allow the sandbox to know it 
was called from a browser.

This works because IE executes JavaScript, which calls JScript, and in turn 
calls wsh, using the ActiveXObject method.  Wsh is unable to tell it was 
ultimately initiated by IE, so it makes an assumption that it must have been 
called by the operating system, as JScript was the last thing to touch it.  
This provides the script the needed access to the operating system from the wsh 
sandbox.

Depending on the versions of IE, the installed patches, and a given user's 
settings within IE, they may receive a prompt as to whether they want to allow 
a control to run.  If they do, they can click OK.  It is possible to disable 
this prompt by adding the Mid-Tier server to the user's Trusted Sites.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Axton
Sent: Tuesday, May 08, 2007 4:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier and run process


I suggest you find another way to do whatever it is you are trying to do.

I've visited websites that downloaded files and created folders on my
pc, it was through an browser vulnerability and it typically installs
a trojan or virus.

If you really need to do this, look into writing an active x control
(preferably signed) that you can somehow embed in your remedy form if
accessed from the mid-tier:

http://en.wikipedia.org/wiki/ActiveX_control
http://msdn2.microsoft.com/en-us/library/aa751972.aspx

Axton Grams

On 5/8/07, Opela, Gary L Contr OC-ALC/ITMA <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Mid Tier 6.3
>
> Windows 2k server
>
> Windows XP clients
>
> User/Server 6.3
>
>
>
> Error:
>
> active link run process not supported (ARERR 9366)
>
>
>
> All, I'm trying to do a run process via an active link on a button from the
> mid tier. The run process does the following:
>
>
>
> c:\windows\system32\cmd.exe /c md $Upload
> File Path$
>
>
>
> I am presented with the above error. Upon investigation, we found that on
> the mid tier, you cannot do a run-process action that returns a value. We
> are not asking that the cmd command return a value, however this appears to
> be what the system is thinking. I'm guessing it is the standard output if
> you run the MD command in a shell window that the system is catching as a
> return, or maybe the command does send a return code if successful or
> whatever. Any how, the directory is not getting created.
>
>
>
> Has anyone ever used a button on the mid tier to create a folder directory?
> If so, how did you get it to work?
>
>
>  Thanks,
>
>
>  Gary __20060125___This posting was
> submitted with HTML in it___

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Email Maximum Sizes

[Eric Cleereman (IT)]

Hi All,

We had a user send a few emails to Remedy, each of which was 162 kb.  In each 
case, the AR System Email Error Logs shows the following message:
Restarting Thread Creator Module : AGaa47f025QSOY8wAAxkEA

Our typical emails are 1 kb - 10 kb.

We are currently running email engine version 6.00.01 Patch 1325 for the email 
engine, under JRE: 1.4.2, AIX 5.2.

ARServer is 6.03.00 Patch 21, running on the same server as the email engine.  
We generally get right around 100 emails each day.

Can anyone with a more recent version of the email engine tell me if it is able 
to handle emails close to 162 kb (or ideally larger)?

Eric Cleereman

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Re: Remedy Developer needed in Denver,CO.

[Eric Cleereman (IT)]

Nachi,
 
You may want to double-check that.  The posting states "we only need US 
Citizens."  I'm not an expert, but that may not be legal.
 
Title VII of the Civil Rights Act of 1964 explicitly prohibits employment 
discrimination based on race, color, religion, sex, or national origin.
 
The U.S. Equal Employment Opportunity Commission (EEOC)'s site shows that in 
Fiscal 2006, the EEOC received 8,327 charges of national origin discrimination. 
 Of these 8,181 charges were resolved, and monetary benefits for charging 
parties totaled $21.2 million.  
 
That was an averages $2591.37 per charge, not including charged settled through 
litigation.  So if they don't hire you based on that, you may stand to make 
some decent money for your trouble.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Nachi Govindasamy
Sent: Monday, May 07, 2007 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Developer needed in Denver,CO.


** 
I am not a US citizen. I may not be able to work for them.

 
Thanks,
-Nachi 


- Original Message 
From: Jaspal Nandra <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, May 7, 2007 11:16:43 AM
Subject: Remedy Developer needed in Denver,CO.

** 

Hi All,

We need a Remedy Developer for our client in Denver CO . The nature of Project 
is such we only need US Citizens.

Duration: 7 Months + Probability of Extension

Location: Denver, CO.

Position Description: 

Extensive knowledge in ITSM Suite / Release 6+; Extensive knowledge of Remedy 
installation, patches, updates/upgrades and customization; Customizing Remedy 
Applications; Excellent knowledge of Crystal Reports; Advanced problem solving 
skills and the ability to work collaboratively with other departments to 
resolve complex issues with innovative solutions; Adaptability and willingness 
to learn new tools and applications; Demonstrated ability to prioritize work 
load and meet multiple project deadlines; Ability to adapt in a dynamic work 
environment and make independent decisions.

 

If you or you know someone might be interested please forward this to him.

Thank you and have a great day. 

Regards,

Jaspal Nandra

973-889-5225

[EMAIL PROTECTED] 

 

 

 

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Re: How do I clear a 'stuck' search database

[Eric Cleereman (IT)]

Hi Marco,
 
I just had a need to use this, and it worked exactly as described.  Thank you.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Rasile, Marco
Sent: Wednesday, January 11, 2006 3:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: How do I clear a 'stuck' search database


** 
Hi Jenni,
 
I believe you open the 'object_search_admin' form in the User Tool and search 
for the record.  Then modify the Run/Not Run Unique field back to 0 and save 
the record.  HTH.
 




Regards,
Marco Rasile
Technology Integration
Mackenzie Financial Corporation
(416) 922-5322 x5254
[EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Wacholz, Jeanette
Sent: Wednesday, January 11, 2006 2:10 PM
To: arslist@ARSLIST.ORG
Subject: How do I clear a 'stuck' search database


** 

Hi Listers, 

I know there is a simple way to clear the Sync Search Database process when it 
is stuck in a "running" state for days. Can someone please refresh my memory on 
how to do that?

Thanks, 
Jenni Wacholz 
First Health/Coventry 
Remedy Administrator 
480-445-2517 

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Re: timestamp question (set date and time)

[Eric Cleereman (IT)]

This should logic should work, unless the date happens to fall on the first day 
of Daylight Saving Time or of Standard Time, at which point the time set would 
end up being 6:00 PM or 4:00 PM.
 
Aside from a lookup table, does anyone have any ideas how to prevent this logic 
from running into problems on those dates?
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Wacholz, Jeanette (Jenni)
Sent: Monday, April 30, 2007 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: timestamp question (set date and time)


** 
$DATE$  + (60*(60*17)) should always give you 5pm of the current date as long 
as the escalation runs between midnight and 5pm.

Jenni Wacholz 
Remedy Administration 
Coventry Health Care Inc 
480-445-2517 

 

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Dan Caissie
Sent: Monday, April 30, 2007 6:47 AM
To: arslist@ARSLIST.ORG
Subject: timestamp question (set date and time)


** 

Good Monday morning everyone :-) 

I have an escalation that runs at 1AM and what I want it to do is set a field 
to 5 PM for the current day.

4/DATE/2007 5:00:00 PM right now I was doing $TIMESTAMP$ + (60 * (60 * 16)) but 
if the escalation is delayed at all it will push the timestamp past 5 PM.

So is there better way of doing this I bet there is any help would be great.

6.3

Windows

SQL

 

Dan Caissie

 

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Re: Toggling Display as Text

[Eric Cleereman (IT)]

Hi Norm,

A quick workaround I've found with the tab order issue for façade fields is:
 - Place all façade fields at the end of the tab order
 - Create an active link which fires Gain Focus for the first façade field
   The active link should set focus to the first item in the tab order

This still allows for a user to click any façade fields other than the first, 
and set focus to those, but it's an effective workaround for most instances.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Friday, April 27, 2007 10:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Toggling Display as Text


Yeah, I've done this before.  The issue is, in order for the "façade" field to 
be seen, it obviously has to be unhidden.  The problem there is, it can then be 
accessed via the tab key.  Unfortunately there is no way to remove visible 
fields from the tab order.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Reiser, John J
Sent: Friday, April 27, 2007 9:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Toggling Display as Text

Norm,

How about a zTMP_Display_Only field set as text and your regular field.
Swap them out when needed and populate the DO filed with the appropriate
text.
Stack them and use Change filed actions to alter the visibility.
HTH, 


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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Friday, April 27, 2007 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Toggling Display as Text

** 

Hi everyone:

 

I'm casting my net for ideas.  I have a couple fields on a form that in
CREATE and MODIFY mode need to be displayed as text.  In SEARCH mode,
however, it needs to be displayed as a normal field so the tech can see
he can type in it to run a search.  It would be nice if I could do a
simple change fields action in an AL, but that's not an option in 6.3.
So...any ideas?

 

The only thing I can think of so far is making an image of normal
fields, placing it under the fields in question, and then showing it
only when Mode = Query.  If someone has a more elegant solution, I'd
appreciate it.

 

Norm

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Re: Additional information about DST event and how it affects AR System

[Eric Cleereman (IT)]

Hi Thomas,

http://support.microsoft.com/kb/228930 describes a utility called InUse.exe.  
It allows for the replacement of any locked file during the next reboot.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Thomas Bean
Sent: Wednesday, March 14, 2007 5:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Additional information about DST event and how it affects
AR System


Has anyone else had difficulties applying the DST hotfix to the Visual C++ 
C-Runtime libraries (msvcp71.dll and msvcr71.dll)?

I obtained the DLLs from BMC Support, and have shut down almost every 
process and service running on my Windows 2003 AR Server (7.0.01 Patch 001).

Every time I attempt to copy the new files into C:\WINDOWS\System32, I get 
an error that the files are in use and cannot be overwritten.

Any ideas how to get around this?  If the DLLs are somehow loaded into 
memory by the OS itself, then how can this hotfix be applied???

--Thomas

- Original Message - 
From: "Easter, David" <[EMAIL PROTECTED]>
Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Monday, March 12, 2007 15:36
Subject: Re: Additional information about DST event and how it affects AR 
System


> Is there some sort of key phrase to mention to support

Um - no, not specifically.  Were it me, I suppose I'd refer to the
paragraph in the technical bulletin found at:

http://www.bmc.com/supportu/documents/87/89/68789/68789.pdf

"Customers requiring the corrected Visual C++ C-Runtime libraries prior
to the release of AR System Patch 002 can contact support and obtain a
hotfix for these libraries. Only the Visual C++ C-Runtime libraries will
be included in the hotfix."

and say you are looking for the DLL's mentioned in the bulletin.
Support should have the two DLL's zipped, and the zip file is small
enough that it could be E-mailed.  The libraries are msvcp71.dll and
msvcr71.dll.

Once you have the DLL's, the instructions for installing them are:

1.   Unzip the zip file contents to the C:\Windows\System32 folder
or to the System32 folder where the Windows OS is installed. (Sometimes
the Windows OS is installed into a folder other than C:\Windows).
2.   Restart the machine.

Thanks,

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ryan Kountz
Sent: Friday, March 09, 2007 10:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Additional information about DST event and how it affects
AR System

David,

Is there some sort of key phrase to mention to support that would help
us actually obtain the hotfix mentioned above? We're running 7.0.1 patch
001, and are really eager to test a fix for historical dates -- but the
person on my team assigned to track down this hotfix (the CRT dlls) has
been unable to obtain them from support.

Any help would be most appreciated.

Thanks much,

-ryan


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November 4th 2007 - Elapsed Time Oddness

[Eric Cleereman (IT)]

Hi All,

Environment:
ARServer 6.3 Patch 21, Aix 5.2.0.9, Oracle 9.2.0.4.0 (local database), 
JDK 1.4.0_SR6
Mid-Tier 6.3 Patch 21, Windows Server 2003 SP1, IIS 6, ServletExec 
5.0.0.13, JDK 1.6.0-b105
User 6.03.00 Patch 20, Windows XP SP2, Internet Explorer 7.0.5730.11, 
JDK 1.6.0-b105
Eastern Time - Currently EDT

I'm doing a bit of testing on our Dev Server for the upcoming DST change later 
this year.  I'm noticing something a bit odd with some of the math.

Here's are the values I'm seeing under the WUT:
Database [Timestamp]
1194152399 [11/4/2007 12:59:59 AM EDT]
1194152400 [11/4/2007 1:00:00 AM EDT]
1194156000 [11/4/2007 1:00:00 AM EST]
1194156001 [11/4/2007 1:00:01 AM EST]
1194159600 [11/4/2007 2:00:00 AM EST]

Here's what I'm seeing under Mid-Tier:
Database [Timestamp]
1194152399 [11/4/2007 12:59:59 AM EDT]
1194152400 [11/4/2007 1:00:00 AM EDT]
1194156000 [11/4/2007 2:00:00 AM EDT] Should be 1:00:00 AM (EST)
1194156001 [11/4/2007 1:00:01 AM EST]
1194159600 [11/4/2007 2:00:00 AM EST]

I'm also seeing something odd with the calculations for Remedy User, when 
subtracting Start Time from End Time to find Elapsed Time:
Start Time: 1194152400 [11/4/2007 1:00:00 AM EDT] 
End Time: 1194156000 [11/4/2007 1:00:00 AM EST]
Elapsed Time: 0 seconds, which should be 3600 seconds

Start Time: 1194156000 [11/4/2007 1:30:00 AM EDT] 
End Time: 1194156000 [11/4/2007 1:00:00 AM EST]
Elapsed Time: -1800 seconds, which should be 1800 seconds

And something similar for Mid-Tier:
Start Time: 1194156000 [11/4/2007 should be 1:00:00 AM EST]
End Time: 1194159600 [11/4/2007 2:00:00 AM EST]
Elapsed Time: 0 seconds, which should be 3600 seconds

We had a problem last Fall from 1:00 AM EST to 1:59:59 EST, where Cases which 
were created between 1:00 AM EDT and 1:59:59 EDT were giving users an error 
when they tried modified them.  That error stopped being an issue at 2:00:00 
EST.  The error was that Remedy User was trying to update the Create Time 
field, and users did not have write access to do that, as our permissions only 
allowed write access to this field for Submitter.  Looking back at that, I'm 
thinking this above issues may have been a problem prior to Patch 20/21, but I 
am not certain.

Is anyone else having problems with the way the above dates are displayed, or 
the above calculations?

Eric Cleereman

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Re: Problems Applying ARServer 6.3 Patch 21 on Production Server

[Eric Cleereman (IT)]

We just figured this one out.  :-)
 
We were a single thread higher than the maximum thread count setting on our OS.
 
We decreased the number of threads, and the upgrade too on Prod.
 
Eric

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Eric Cleereman (IT)
Sent: Friday, March 09, 2007 4:43 PM
To: arslist@ARSLIST.ORG
Subject: Problems Applying ARServer 6.3 Patch 21 on Production Server


** 

Hi All, 

Under Aix 5.2, Oracle 9.2.0.4.0 (local database), we've used the manual copy 
method to install ARServer 6.3 Patch 21.  We are using a script to execute 
this, so the manual install has been identical on all three servers.  This 
worked fine on DEV and QC.  On PROD, we see the following lines echoed to CON 
when trying to run "arsystem start" after the patch has been applied:

 (ARNOTE 0) 
   Server indicates that it's up. 

 (ARNOTE 0) 
   Server (pid:18403474) died with 0. 

Tried 4 restarts in 30 seconds. I give up... 

The pid varies, and the ARError.Log does not indicate why the Server dies.  9 
out of 10 times, it is actually dead.  The other 1 of 10 restarts, the CON 
indicates it's death, but it's still running, and able to be connected to by 
clients.

If the patch is backed out, the previous unpatched 6.3 works fine. 

We've patched and unpatched this several times, with the same results. 

Our Unix Admins and DBAs have verified that the JDKs, DB, and OS are all 
patched to the same levels no all three servers.

We've compared the files paths, sizes, permissions, and ownerships of the 
patched files on all three servers and they match.  We've also compared the 
ar.conf, armonitor.conf, etc...

We initially thought this may be an issue with TSM, as we backup the file 
system on PROD, but not DEV or QC.  We had Production Control kill off the 
backups, and tried it again.  Same results.

If anyone has any thoughts on this, we'd much appreciate them. 

Eric Cleereman 

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Problems Applying ARServer 6.3 Patch 21 on Production Server

[Eric Cleereman (IT)]

Hi All,

Under Aix 5.2, Oracle 9.2.0.4.0 (local database), we've used the manual copy 
method to install ARServer 6.3 Patch 21.  We are using a script to execute 
this, so the manual install has been identical on all three servers.  This 
worked fine on DEV and QC.  On PROD, we see the following lines echoed to CON 
when trying to run "arsystem start" after the patch has been applied:
 (ARNOTE 0)
   Server indicates that it's up.

 (ARNOTE 0)
   Server (pid:18403474) died with 0.

Tried 4 restarts in 30 seconds. I give up...

The pid varies, and the ARError.Log does not indicate why the Server dies.  9 
out of 10 times, it is actually dead.  The other 1 of 10 restarts, the CON 
indicates it's death, but it's still running, and able to be connected to by 
clients.

If the patch is backed out, the previous unpatched 6.3 works fine.

We've patched and unpatched this several times, with the same results.

Our Unix Admins and DBAs have verified that the JDKs, DB, and OS are all 
patched to the same levels no all three servers.

We've compared the files paths, sizes, permissions, and ownerships of the 
patched files on all three servers and they match.  We've also compared the 
ar.conf, armonitor.conf, etc...

We initially thought this may be an issue with TSM, as we backup the file 
system on PROD, but not DEV or QC.  We had Production Control kill off the 
backups, and tried it again.  Same results.

If anyone has any thoughts on this, we'd much appreciate them.

Eric Cleereman

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Re: Remedy Support Site

[Eric Cleereman (IT)]

I'm currently using it with no issues.  From where I sit, it appears to be up.  
What kind of problem are you seeing?
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Bruce Scott
Sent: Wednesday, March 07, 2007 3:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site


** 
I can't get that far.  It seems to have been down for the last couple of hours.
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of David Yearsley
Sent: Wednesday, March 07, 2007 10:44 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Support Site


** 
Is the Remedy Support Site having problems?
 
I can open the Support page, but when I try and login the login screen won't 
open.
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Re: Forcing Workflow Changes to Take Effect on a 6.3 Midtier

[Eric Cleereman (IT)]

Hi Norm,
 
I've noticed a few times that flushing the cache, and reloading on the browser 
(under IE) does not do the trick.  In those cases, closing the browser, then 
deleting the contents of the Temporary Internet Files folder seemed to do the 
trick.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Julie Rockwood
Sent: Thursday, March 01, 2007 4:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Forcing Workflow Changes to Take Effect on a 6.3 Midtier


** Norm,
You also might try hitting the reload button on your browser.
Julie

At 02:43 PM 3/1/2007, you wrote:


** 
Flushing the cache is how you do this in v6.3 and it should work!  Double-check 
your work.
 
CRAIG J. CARTER

  _  

From: Action Request System discussion list(ARSList) [  
 mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm 
E CIV USAF 96 CG/SCWOE
Sent: Thursday, March 01, 2007 1:18 PM
To: arslist@ARSLIST.ORG
Subject: Forcing Workflow Changes to Take Effect on a 6.3 Midtier
 
Hi all:
 
How does one force a 6.3 Midtier to immediately recognize active link changes? 
In 5.1.2 you just either refresh the cache or redeploy the app.  Refreshing the 
cache does not do this in 6.3 and there's no way to manually deploy apps 
anymore.
 
Help!
 
Norm
 
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---
Julie Rockwood
Los Alamos National Laboratory
IST-APPS3 BMC Technical Lead
(505) 667-9846 

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Re: Default Files in Mid-Tier

[Eric Cleereman (IT)]

Hi All,
 
Please disregard the previous email.  I ran a lot of comparing between Dev's 
original files, and those included with the patch, and found the answer to this.
 
Mid-Tier determines what default web pages are, not through IIS, or 
ServletExec, but through Mid-Tier's web.xml file, located within the WEB-INF 
folder.  I added the following toward the bottom of the file, and recycled 
Mid-Tier, and this is working fine now:

index.html
home


Looking at the readme file that came with Patch 21, it seems web.xml has been 
replaced as part of every patch, since Patch 1.
 
I will make a note this in our internal release process, so this should not be 
a problem for any future patches we may run.
 
Eric

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Eric Cleereman (IT)
Sent: Thursday, March 01, 2007 11:13 AM
To: arslist@ARSLIST.ORG
Subject: Default Files in Mid-Tier


** 

Hi All, 

My environment on my development Mid-Tier server is now as follows: 


Windows 2000, SP4, all patches 
IIS 
Java Sun 1.6.0-b105 (JDK) 
ServletExec ISAPI 5.0.0.13 
Mid Tier 6.03.00 patch 21 

Windows, ServletExec, Java, and Mid-Tier were all patched in a short span of 
time.  Mid-Tier seems to be working as far as serving Remedy content goes, and 
the Daylight Saving times calculate correctly.

The problem I am now having is that default web pages such as "index.html" 
error out within Mid-Tier.  As an example, http://remedydev/arsys generates the 
following error:

ARERR [9217] 
File not found. Either the file requested is not present or the URL 
supplied is bad. 

http://remedydev/arsys/index.html displays the content in a file on the server 
called index.html. 

We use the an IFrame within the index.html file.  This IFrame uses 100% of the 
window.  This allows users to hit Mid-Tier using a shorter address.  It 
maintains that address throughout the user's Remedy session, which effectively 
prevents users from creating bookmarks.  It also allows several JavaScripts 
encoded in our page headers to dynamically size the browser to fit the content, 
print from that content, and all sorts of other bells and whistles which we'd 
like to keep.

When looking at either of our unpatched production servers, http://remedy/arsys 
displays the same content as http://remedy/arsys/index.html, and not an error.

I've double checked that index.html exists within the same folder structure on 
both Dev and Prod, that the files' content is identical, and that the 
permissions match.  I've also checked in IIS, under the properties for both the 
Default Web Site and the Scripts virtual directories, and on both Dev and Prod 
it has Default Documents enabled, and index.html listed as the first default 
document.

I suspect (but am not positive) that the problem lies within either IIS or 
ServletExec, neither of which are my forte.  Any suggestions on how to get 
default web pages displaying again would be much appreciated.

Eric Cleereman 

__20060125___This posting was submitted with HTML in it___


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Default Files in Mid-Tier

[Eric Cleereman (IT)]

Hi All,

My environment on my development Mid-Tier server is now as follows:
Windows 2000, SP4, all patches
IIS 
Java Sun 1.6.0-b105 (JDK)
ServletExec ISAPI 5.0.0.13
Mid Tier 6.03.00 patch 21

Windows, ServletExec, Java, and Mid-Tier were all patched in a short span of 
time.  Mid-Tier seems to be working as far as serving Remedy content goes, and 
the Daylight Saving times calculate correctly.

The problem I am now having is that default web pages such as "index.html" 
error out within Mid-Tier.  As an example, http://remedydev/arsys generates the 
following error:
ARERR [9217] 
File not found. Either the file requested is not present or the URL 
supplied is bad.

http://remedydev/arsys/index.html displays the content in a file on the server 
called index.html.

We use the an IFrame within the index.html file.  This IFrame uses 100% of the 
window.  This allows users to hit Mid-Tier using a shorter address.  It 
maintains that address throughout the user's Remedy session, which effectively 
prevents users from creating bookmarks.  It also allows several JavaScripts 
encoded in our page headers to dynamically size the browser to fit the content, 
print from that content, and all sorts of other bells and whistles which we'd 
like to keep.

When looking at either of our unpatched production servers, http://remedy/arsys 
displays the same content as http://remedy/arsys/index.html, and not an error.

I've double checked that index.html exists within the same folder structure on 
both Dev and Prod, that the files' content is identical, and that the 
permissions match.  I've also checked in IIS, under the properties for both the 
Default Web Site and the Scripts virtual directories, and on both Dev and Prod 
it has Default Documents enabled, and index.html listed as the first default 
document.

I suspect (but am not positive) that the problem lies within either IIS or 
ServletExec, neither of which are my forte.  Any suggestions on how to get 
default web pages displaying again would be much appreciated.

Eric Cleereman

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Re: 6.3 Patch 21 - Readme

[Eric Cleereman (IT)]

Hi David,

Can you say if this is now complete?

As of this morning, I am now seeing both Server-readme.txt and 
Mid-Tier-readme.txt.  Using FlashFXP, I am able to the entire server and 
midtier directories, as well as Mid-Tier-readme.txt, but I am not able to 
download Server-readme.txt.  The error I receive is:
Transfer queue completed
1 File failed to transfer

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Easter, David
Sent: Monday, February 26, 2007 7:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 Patch 21 - Readme


Hi Axton,

  I will try to do so, yes. 

Thanks,

-David J. Easter
Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Monday, February 26, 2007 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 Patch 21 - Readme

Can you please confirm when it's done and send a message to the list.
The last patches took over a week to get into place fully.  Ended up
having to backout, check, then reapply the patch a couple of times to
several servers due to missing files.

Axton Grams

On 2/26/07, Easter, David <[EMAIL PROTECTED]> wrote:
> **
>
> According to the folks I've talked to, the patch is still uploading.  
> I would suggest waiting until tomorrow to retrieve the patch.  It 
> should be done uploading by then.
>
> Thanks,
>
>
> -David J. Easter
> Sr. Product Manager, Service Management Business Unit
>
> BMC Software, Inc.
>
>  
>  From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Lucero, Michelle - IST 
> contractor
> Sent: Monday, February 26, 2007 1:13 PM
>
> To: arslist@ARSLIST.ORG
> Subject: Re: 6.3 Patch 21 - Readme
>
>
> **
> Thank you for following up for us, Mr. Easter.
>
> Since it appears that 6.3.0.21 (ARS 6.3 Patch 21) is now listed as one

> of the available patches under Patch Downloads 6.3.0, I am assuming 
> that is now in "General Release".
>
> Could you or someone from BMC send out a general note or technical 
> bulletin once ALL of the files are completely uploaded? It appears 
> that besides the readme files, the bin and lib folders are empty under

> winnt.  There are other folders that are currently empty, as well.
>
> We're under a time crunch as all of our apps and servers are supposed 
> to be DST ready by March 1, 2007.
>
> Thank you and we do appreciate your help to us on the list.
> Michelle
>  
>
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
> Sent: Monday, February 26, 2007 12:02 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: 6.3 Patch 21 - Readme
>
>
> **
> Looks like the readmes were not properly copied over from the 
> development server to the support site server.  BMC resources are
investigating.
>
> I will update the list when more information becomes available.
>
> Thanks,
>
>
> -David J. Easter
> Sr. Product Manager, Service Management Business Unit
>
> BMC Software, Inc.
>
>  
>  From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
> Sent: Monday, February 26, 2007 7:21 AM
> To: arslist@ARSLIST.ORG
> Subject: 6.3 Patch 21 - Readme
> Importance: High
>
>
> **
>
> Hi All / BMC,
>
> I am seeing
> ftp://filedownload.bmc.com/smbu_patches/ars/6.3/patch021,
> dated today.  However, I am not seeing the Server-readme.txt or 
> MidTier-readme.txt files within this folder.
>
> Is patch 21 fully copied to the BMC FTP site, or is it still being
copied?
>
> If it is fully released, does anyone know which files have been 
> modified since Patch 20?
>
> Eric Cleereman __20060125___This
> posting was submitted with HTML in it___ 
> __20060125___This posting was submitted with HTML 
> in it___ __20060125___This
> posting was submitted with HTML in it___  
> __20060125___This posting was submitted with HTML 
> in it___


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6.3 Patch 21 - Readme

[Eric Cleereman (IT)]

Hi All / BMC,

I am seeing ftp://filedownload.bmc.com/smbu_patches/ars/6.3/patch021, dated 
today.  However, I am not seeing the Server-readme.txt or MidTier-readme.txt 
files within this folder.

Is patch 21 fully copied to the BMC FTP site, or is it still being copied?

If it is fully released, does anyone know which files have been modified since 
Patch 20?

Eric Cleereman

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Re: 6.3 Patch 20 - Issues with years prior to 2007

[Eric Cleereman (IT)]

David,
 
Thank you for pointing me in the right direction.  This does seem to happen 
with other (non-Remedy) apps as well.
 
So at this point, it seems we have the following options:
 1)  Live with it until MS or a third party offers a solution
 2)  Utilize Windows Vista as an enterprise server (tongue very much in cheek)
 3)  Migrate to a non Microsoft OS
 4)  Live with it indefinitely
 
Option 1 doesn't look promising, as it appears that Microsoft is side stepping 
ownership of this.  Here's an excerpt from  
<http://msdn2.microsoft.com/en-us/vstudio/bb264729.aspx> 
http://msdn2.microsoft.com/en-us/vstudio/bb264729.aspx:
Applications that deal with historical time zone data may also need to be 
updated.  Microsoft advises all developers who make use of time zone data to 
test their applications against this update to ensure that their applications 
function correctly.
 
We'll evaluate options 3 and 4.  Thanks again.
 
Eric

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Easter, David
Sent: Wednesday, February 21, 2007 3:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 Patch 20 - Issues with years prior to 2007


** 
Also, please check if other applications are behaving in this manner.  
Hopefully this will not sound like I'm pointing fingers, but I have seen 
several comments within Microsoft blogs that indicate that the DST patch for 
Windows encounters this issue - namely that the DST "fix" is not year 
dependant, so that data from previous years picks up the DST schedule for 2007.
 
See:
 
http://www.jnbridge.com/blog/?p=23
 
"There's a very interesting problem with Microsoft's DST patch for Windows that 
you should be aware of, since it can impact date conversion results when mapped 
date proxies are used.  The patch applies the new rules for whether date and 
time are daylight savings time without regard to year.  This means that if you 
ask .NET whether a given DateTime in the past is DST, it will apply the new 
rules even if the date would have been standard time under the old rules." 

and

http://blogs.msdn.com/michkap/archive/2007/02/05/1606868.aspx
 
"Apparently we were naïve, as now historic times are calculated incorrectly due 
to Windows inability to calculate the correct DST times from previous years, 
including 2006!  You can try it for yourself, by changing the system clock to 
March 13th 2006 on a Windows XP machine (or 2000 machine with manual registry 
patch as suggested in KB914387).  Vista gets it right, but as that represents < 
0.1% of our install base it's not much consolation at the moment."
 
Again, I'm not saying that this is the case, but it's something to test for - 
namely whether the issue you are seeing was caused by the AR System patch or 
happened when you loaded the OS and/or Java patches.   Since AR System in 
general uses the Operating System for DST information except for the Mid-Tier, 
web services and import/export; DST 2007 issues seen in other parts of AR 
System are potentially linked to the DST changes in the Operating System itself.
 
Thanks,
 

-David J. Easter
Sr. Product Manager, Service Management Business Unit
 
BMC Software, Inc.
 
  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Grooms, Frederick W
Sent: Wednesday, February 21, 2007 12:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 Patch 20 - Issues with years prior to 2007


** 
Just to check ...
 
On the AIX box you have
 - The AIX DST patches applied
 - The updated Java
 - The ARS server patch
 
On the Windows box you have
 - The Microsoft DST patches applied
 - The updated Java
 - The ARS Mid-Tier patch
 
 

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Eric Cleereman (IT)
Sent: Wednesday, February 21, 2007 2:17 PM
To: arslist@ARSLIST.ORG
Subject: 6.3 Patch 20 - Issues with years prior to 2007


** 

Hi All, 

I'm running version 6.3 of ARServer under Oracle 9 on AIX, and version 6.3 of 
Mid-Tier on Windows 2000 in my development environment.  I've just installed 
Patch 20 for both, and am in the process of doing some preliminary testing.

Remedy seems to be applying the revised schedule for 2007 for earlier years as 
well.  For example, it seems to be seeing March 20th 2007 as Eastern Daylight 
Time (EDT), which is correct.  But it seems to see March 20th 2006 as EDT as 
well.  In 2006 EDT did not go into effect until April 2nd, so it should see 
that date as Eastern Standard Time (EDT).

This is an issue for us, as we do a lot of historical reporting. 

Has anyone else running 6.3 Patch 20 (or 7.1 Patch 1) noticed any problems with 
Daylight Saving time calculations for 2006 or prior years?

Eric Cleereman 

__20060125___This posting was submitted with HTML in it___ 
__20060125_

Re: 6.3 Patch 20 - Issues with years prior to 2007

[Eric Cleereman (IT)]

Peter, 
 
Tickets from March 12th - April 2nd 2006 and from October 29th - November 5th 
of 2006 all seem to be off by an hour.  All other tickets outside of those 
ranges seem to be accurate.
 
Frederick,
 
Each of the patches you asked about was applied prior to the Remedy patches 
being applied.
 
Eric


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Grooms, Frederick W
Sent: Wednesday, February 21, 2007 3:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 Patch 20 - Issues with years prior to 2007


** 
Just to check ...
 
On the AIX box you have
 - The AIX DST patches applied
 - The updated Java
 - The ARS server patch
 
On the Windows box you have
 - The Microsoft DST patches applied
 - The updated Java
 - The ARS Mid-Tier patch
 
 


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Lammey, Peter A.
Sent: Wednesday, February 21, 2007 3:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 Patch 20 - Issues with years prior to 2007


** 
Does this mean that for your saved tickets that were created between March 11th 
2006 and April 2nd 2006 that the Create Time for the tickets are now off by one 
hour after you installed Patch 20?

Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 

 

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Eric Cleereman (IT)
Sent: Wednesday, February 21, 2007 3:17 PM
To: arslist@ARSLIST.ORG
Subject: 6.3 Patch 20 - Issues with years prior to 2007


** 

Hi All, 

I'm running version 6.3 of ARServer under Oracle 9 on AIX, and version 6.3 of 
Mid-Tier on Windows 2000 in my development environment.  I've just installed 
Patch 20 for both, and am in the process of doing some preliminary testing.

Remedy seems to be applying the revised schedule for 2007 for earlier years as 
well.  For example, it seems to be seeing March 20th 2007 as Eastern Daylight 
Time (EDT), which is correct.  But it seems to see March 20th 2006 as EDT as 
well.  In 2006 EDT did not go into effect until April 2nd, so it should see 
that date as Eastern Standard Time (EDT).

This is an issue for us, as we do a lot of historical reporting. 

Has anyone else running 6.3 Patch 20 (or 7.1 Patch 1) noticed any problems with 
Daylight Saving time calculations for 2006 or prior years?

Eric Cleereman 


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6.3 Patch 20 - Issues with years prior to 2007

[Eric Cleereman (IT)]

Hi All,

I'm running version 6.3 of ARServer under Oracle 9 on AIX, and version 6.3 of 
Mid-Tier on Windows 2000 in my development environment.  I've just installed 
Patch 20 for both, and am in the process of doing some preliminary testing.

Remedy seems to be applying the revised schedule for 2007 for earlier years as 
well.  For example, it seems to be seeing March 20th 2007 as Eastern Daylight 
Time (EDT), which is correct.  But it seems to see March 20th 2006 as EDT as 
well.  In 2006 EDT did not go into effect until April 2nd, so it should see 
that date as Eastern Standard Time (EDT).

This is an issue for us, as we do a lot of historical reporting.

Has anyone else running 6.3 Patch 20 (or 7.1 Patch 1) noticed any problems with 
Daylight Saving time calculations for 2006 or prior years?

Eric Cleereman

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Re: how to get Remedy ARS uptime?

[Eric Cleereman (IT)]

Hi Praveen,

I check the Remedy service's uptime with the following command:
ps -e -o comm,etime|grep arserverd

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Praveen
Sent: Tuesday, February 20, 2007 11:26 PM
To: arslist@ARSLIST.ORG
Subject: how to get Remedy ARS uptime?


Hi all,
   I would like to know if there is a simple method to retrieve the data 
for Remedy ARS uptime. I am not looking for uptime at the OS level, but rather 
for ARS platform or Remedy Service.

Any suggestions?

Praveen

--
Rock bottom prices! Click to save on brand name copiers today
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Re: Get Rid of the Splash Screen on User Tool - Resolved

[Eric Cleereman (IT)]

Stephen,

Thank you for the detailed instructions.  This is a great tool, and this took 
care of a similar issue I was having.

I was also able to easily hide the "BC" checkbox on the date dialogs, which is 
something a couple of my senior users have been wanting for awhile.  The date 
dialog is dialog #111.  I was able to hide it by setting the Visible property 
of the 1013 Check Box "BC" field to False.

Thanks again.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Heider, Stephen
Sent: Friday, February 16, 2007 1:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Get Rid of the Splash Screen on User Tool - Resolved


*I sent this twice this morning but has not shown up on the list.  I
sent a different message afterwards which has posted.  Apologies if this
is a duplicate.
 


Today while I was testing the arssoinfo.dll and seamless logins that
splash screen kept covering up the login screen.  The login screen was
"doing something" but I could not see it.  After reading various posts
on the List and searching online I decided enough was enough, I had to
find a solution now.

To get rid of the splash screen:

- Install the freeware XN Resource Editor
http://www.wilsonc.demon.co.uk/d10resourceeditor.htm

- Create a one-pixel monochrome bmp image in Windows Paint
(mspaint.exe).

- Make a backup copy of "C:\Program Files\AR
System\User\resdlls\0009\resusr.dll".

- Start XN Resource Editor and load the resusr.dll file above.

- Expand the "Bitmap" tree and expand the 5008 folder.  

- Right-click the item inside the 5008 folder and select Delete.

- Right-click the "Bitmap" tree and select Import Image Resource.
Import the one-pixel bmp image file. 

- Locate the new folder that was created.  Likely it will be named 30997
and located at the bottom of the list.  Rename the folder to 5008.

- Click the Save button.

- Start the Windows User Tool.

I tested this with WUT 6.3 p16, 7.0.0 p1, 7.0.1 p1 with no side effects.



Stephen



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC
HQISEC/L3
Sent: Thursday, August 31, 2006 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Get Rid of the Splash Screen on User Tool

 

Tim: 

Ugly very ugly. 

Strange that the server does not get passed as well when processing a
login.  I'm wondering what happens when you specify an Authetication
server.

James Mckenzie 
  

-Original Message- 
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield 
Sent: Thursday, August 31, 2006 8:32 AM 
To: arslist@ARSLIST.ORG 
Subject: Re: Get Rid of the Splash Screen on User Tool 

Sadly the Automation interface is hobbled.  If you browse the ARUSER
type library, you can see that they went to the trouble of extending it
at least three times.  Besides the original COMAppObj, they added
ICOMAppObj_2 and ICOMAppObj_3.  There's actually an ICOMField4 object
(recently updated to handle currency fields).  But it really looks like
a series of half-hearted attempts.  BTW, these extensions aren't covered
in the C API Guide.  I guess they're too busy to keep up with it.

The Login method (or function) simply returns a Session object.  Session
doesn't really point to a given server -- it contains only the user
name, password, and a Boolean that indicates whether you want the app
(aruser.exe) to be visible.  It isn't until you try to open a form or a
guide that you must provide a server name.  (No, you can't open an
application.  Amazing, huh?)

Now, if memory serves me correctly, if you've already set up a user in
Remedy User, when you log in as that user, you have access to his
settings.  The reason I say that is you can call the Login method and
then immediately call the GetServerList method.  That method,
GetServerList, returns a Microsoftian "variant" -- which is actually an
array of server names.  So I think if you've set up a user with his own
defined folder as well as servers with port and RPC settings, and then
Login as that user, when you refer to a "known" server by name it should
also pick up the correct port number.  I couldn't swear to it, but I
think that's how it's supposed to work.

It's too bad we couldn't somehow blend artask.exe with the Automation
interface to aruser.exe, sort of like merging two half-a**ed tools into
a complete one.


Tim [EMAIL PROTECTED] 
v: 937-878-9045 
f: 937-878-9055 
m: 937-369-7012 
http://www.widowfield.com 

- Original Message  
From: David Sanders <[EMAIL PROTECTED]> 
To: arslist@ARSLIST.ORG 
Sent: Thursday, August 31, 2006 3:26:37 AM 
Subject: Re: [ARSLIST] Get Rid of the Splash Screen on User Tool 

Hi Tim 

This looks good. Is there a way to modify this script to pass the server
port too? 

Thanks 

David Sanders 
Remedy Solution Architect 
Enterprise Service Suite @ Work 
== 
ARS List Awar

Re: Remedy and Control-M Integration

[Eric Cleereman (IT)]

Hi Brian,
 
We currently have CTRL-M creating tickets within Remedy.
 
We created a staging form in Remedy, which pushes to HPD:HelpDesk.  There are 
Filters attached to this staging form to allow it to create or update a 
HelpDesk Case dependent on whether the update is a new Incident, or simply an 
update to an existing one.
 
The staging form in turn has a Web Service tied to it, with inputs for the data 
we want to push into HPD:HelpDesk, and a single output containing the Case ID 
of the case it creates or updates.
 
CTRL-M then calls a shell script.  This script generates a SOAP file containing 
the data of the update.  It then calls WGet (a freeware app) to push that SOAP 
file to Remedy's Web Service.  Finally it returns the result from the staging 
form to CTRL-M.
 
Side notes:
 
CTLR-M sometimes submits a several shouts consecutively, or within a very short 
period.  As the shouts are multi-threaded, this can result in the script being 
unable to connect to the Web Service, as another copy is already connected with 
the same user ID.  Although it only takes a fraction of a second to push an 
update through, and release the connection, we do run into this a lot.
 
In order to prevent shouts from being dropped, we added a little logic to the 
script to allow it to retry once per second up to X times, until it ultimately 
succeeds, or times out.  (I've seen up to 30 consecutive shouts complete in 
around 45 seconds this way)  If it does eventually time out, then it kicks an 
email to our Data Center folks, and they're able to page whoever they need to.
 
It's also handy to write the script to use the shell's PID as part of any temp 
file names you might use.  This prevents any temp file data from being jumbled 
together.
 
Hope this helps.
 
Eric Cleereman

 -Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Sokol, Brian
Sent: Tuesday, February 06, 2007 4:07 PM
To: arslist@ARSLIST.ORG
Subject: Remedy and Control-M Integration



** 

Has anyone integrated Control-M with Remedy? I would like to automatically 
create a ticket in the Help Desk if a job fails on Control-M.

Brian Sokol 
Manager, Desktop Services 
Scholastic Inc. 
557 Broadway 
NY, NY 10012 
(212) 343-6494 
  http://www.Scholastic.com 

__20060125___This posting was submitted with HTML in it___


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Re: Filters limit for an operation ???

[Eric Cleereman (IT)]

Hi Tarun,

Our limit has been set at 5 for quite awhile now, and it is working fine at 
that setting.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Tarun Kumar SHARMA
Sent: Wednesday, January 31, 2007 10:37 AM
To: arslist@ARSLIST.ORG
Subject: Filters limit for an operation ???


Hello,

Is anybody using limit for (File->Server Information->Maximum filters for an 
operation) >1 ? Does it work fine if the limit changed from 1 to 25000 
? If somebody knows please share. We have ARS 6.3,Helpdesk 6.0 and currently it 
is working on limit 1. But up to this limit one of our process is giving 
'Too many filters error'. Logical breaking of the process is very difficult for 
us. So we need the solution by increasing the limit of filters.

Regards,
Tarun

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Re: Issues since patch #19 or #20 - Uh-Oh

[Eric Cleereman (IT)]

Hi David,
 
Going forward, if this sort of thing happens again would it be possible to 
assign a new patch number, rather than recycling one for a patch which has 
already been released once?  Otherwise the patch number really ceases to be a 
unique identifier.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Easter, David
Sent: Thursday, January 25, 2007 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20 - Uh-Oh


** 
Hi Don,
 
  I'm working on a confirmation of that.  At this time, I believe that all the 
files that are required are there.  My understanding is that the installer was 
unaffected and it was only the files provided for those administrators that 
want to load the files manually that were erroneously omitted.  In other words, 
if you installed via the installer, you're o.k.
 
Thanks,
 

-David J. Easter
Sr. Product Manager, Service Management Business Unit
 
BMC Software, Inc.
 
  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Don Booher
Sent: Thursday, January 25, 2007 12:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20 - Uh-Oh


** 

Has any received an official update from Remedy on whether patch 20 does indeed 
contain updated files that would require us to download it again? It would 
effectively cause us to have to restart our testing of patch 20, which I've put 
on hold pending the outcome of this thread.

 

Don


  _  


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Dudley, Joelie
Sent: Wednesday, January 24, 2007 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20 - Uh-Oh

 

Oh great...and I already ran the installer, and have people testing...we have 
yet to see any major issues...keeping fingers crossed now that I read these.

Hoping!

~jj

-Original Message-
From: Action Request System discussion list(ARSList) [ mailto:[EMAIL PROTECTED] 
On Behalf Of Smith, Ron
Sent: Wednesday, January 24, 2007 12:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20 - Uh-Oh

It would be nice if Remedy would help us out with some Technical Bulletins.  As 
soon as this posting came out, I went out and started checking the create dates 
on the Patch 20 file.  There were new ones added as late as 8:50 PST this 
morning.  It would be nice to know when this gets stable and we know we have a 
good set of patches.

 

My .02cents

 

Ron Smith
Web/Remedy System Developer
Providence Health System
[EMAIL PROTECTED]
503-216-7866 

 

 

From: Action Request System discussion list(ARSList) [ mailto:[EMAIL PROTECTED] 
On Behalf Of patrick zandi
Sent: Wednesday, January 24, 2007 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20 - Uh-Oh

** 

Actually --- on Jan 15th and 16th all the installers were upgraded.. between 
11:00pm and 12:53am

So there must be issues..

 

On 1/24/07, patrick zandi < [EMAIL PROTECTED]> wrote: 

Woo, not good.. 

I have seen this with oracle patches.. Frustration..  now that is upsetting..

 

On 1/24/07, Lucero, Michelle - IST contractor <   
[EMAIL PROTECTED]> wrote: 

Uh-oh.  Something tells me that we might have to download all of patch
20 all over again.  I downloaded both the installer and files a couple
of days ago.  However, today, it looks like the winnt\bin folder AND
files have been updated.  Many of the files shows today's date at 8:50
AM.

Note to BMC:  Could someone send out an official word to let us know
when ALL of the files for both the 6.3 P20 and 7.0.1 DST patches are
available and complete?

Thank you,
Michelle
Concerned customer

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto: [EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Wednesday, January 24, 2007 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20

I'm glad that I installed Patch 20 on my test server, because it hosed
everything up.  I'm debating trying out a completely new install to see
if that works, but Patch 20 is a failure so far and I will not be
deploying it to my production environment until the kinks are worked
out.

I also normally patch my AR System by overwriting files instead of
running the installer since the installer is fairly buggy (it doesn't
let you see long DB server names, etc.) but this time BMC didn't release
all of the files needed.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:   [EMAIL PROTECTED] On Behalf Of Heider, 
Stephen
Sent: Wednesday, January 24, 2007 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20


...getting ready to install patch 20 for ARS Server v6.3 (SQL Server,
W2K3) on a dev server.

Because the Installer also modifies forms I prefer copying the new files

Re: Resolved date is three years in the future

[Eric Cleereman (IT)]

Hi John,
 
I've seen this before.  The date was hard coded in a macro a user had created.  
The user tried to circumvent some workflow by adjusting the end date stored in 
the macro.  The server recorded the end date as it was passed from the 
"tweaked" macro.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Joe DeSouza
Sent: Monday, January 22, 2007 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Resolved date is three years in the future


** 
someone might have played around with the server time for a while.. and then 
reset it back.. The server couldn't suddenly decide to timestamp it 
differently.. and then get back to normal..
 
Joe D'Souza
Remedy Developer / Consultant,
BearingPoint,
Virginia.


- Original Message 
From: John Atherly <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, January 22, 2007 3:29:40 PM
Subject: Resolved date is three years in the future


I know that the server sets the date and time in the Resolved field but out of 
52'000 tickets 5 of them have a date three years from the close date.  My 
answer was the server just had a hiccup.  Has anyone seen this before?

6.03 
Patch 18
on HP UX

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Re: Opening a new browser window

[Eric Cleereman (IT)]

Thanks to all who replied to this.

To explain better what I was trying to do, we have a field that contains a 
FedEx tracking number.  Management wanted to be able to have a user click a 
link, and have just FedEx's basic tracking information appear within a Remedy 
Dislpay Only form.  They also wanted the ability to copy and paste as a table.

I created a small shell script called fedex:
wget -O t1 -q --proxy 
http://mobile.fedex.com/wince/tracking_query.xml?trackNumber=$1
cat t1

(I chose http://mobile.fedex.com, as their interface is already quite stripped 
down, and it changes very infrequently)

I was then able to perform the following Set Field for a View field:
$PROCESS$ @@:/RMD/home/rmduow01/fedex $FedEx Tracking Number$

A few more Set Field Functions called within the same active link, as viola, 
only the info we need, and everything looks pretty as it's now formatted as a 
table similar to the following:
Tracking No:  
Status: Delivered  
Shipping Date:  MM/DD/  
Delivery Location:  ANYTOWN, OH  
Delivery Date/Time: MM/DD/ HH:MM  
Signed By:  C.FARLEY
Service Type:   FedEx XDay Service  

It was later requested that I add a link to this form, so that if a user wanted 
to, they could easily  open the FedEx tracking page.

My preference was Michiel had suggested, to use a View field in a DO form.  My 
preference did not win out, and it was decided that it should open in a new 
window using a user's default browser, with all the trim.

Previously, when we'd only had Internet Explorer, I'd done links similar to how 
Stephen suggested, such as:  
"C:\Program Files\Internet Explorer\IEXPLORE.EXE"  
http://fedex.com/Tracking?tracknumbers=

Now that we have multiple browsers, this is trickier.  I ended up combining 
Steve's suggestion with one from a coworker, and option C from the original 
email.  I ended up using the following Set Field to detect if "Reuse windows 
for launching shortcuts" is checked within Internet Explorer:
$PROCESS$ for /f "delims=x tokens=2" %f in ('reg query 
"HKCU\Software\Microsoft\Internet Explorer\Main"^|find "AllowWindowReuse"') do 
@echo %f

If a 0 is returned, I then use option C from a hidden button, and then unhide 
the button.  This allows the FedEx site to open in new tab in IE7 or Opera, or 
a new windows in IE6.

If a 1 is returned, I append the following to the HTML inside the View field:
http://fedex.com/Tracking?tracknumbers="; 
target="_blank">URL name

This forces the link to open in a new browser window.

Thanks again all,

Eric Cleereman


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Heider, Stephen
Sent: Thursday, January 18, 2007 7:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Opening a new browser window


The way I do it here is to run IE's .exe with the URL in a Run Process.
 
"C:\Program Files\Internet Explorer\IEXPLORE.EXE"  http:\\google.com
 
This opens the URL in a new window.
 
Stephen



From: Action Request System discussion list(ARSList) on behalf of Michiel Beijen
Sent: Thu 1/18/2007 6:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Opening a new browser window


** Hi Eric,

I do not know what your users are supposed to be using their browsers for, but 
one option might be is to create a Remedy DO form with a View field on it with 
the URL you want and open this using workflow. Now you can control how this 
will open. This might be a solution if you only want them to be on one site and 
the drawback is that there is no navigation available (back button and stuff 
like that). 

Kind regards,

Michiel


On 1/17/07, Eric Cleereman (IT) <[EMAIL PROTECTED] > wrote: 

** 

Hi All, 

A majority of my users using WUT 6.3 with assorted patches.  They have 
a mix of browsers, including Internet Explorer and Opera in assorted versions.  
They are all using Windows 2000, XP, or 2003. 

I am looking to create an Active Link which will open a specific URL in 
the user's default browser, in a new Window. 
I've tried the following Run Processes: 

A) PERFORM-ACTION-OPEN-URL new http://$URL$ 

B) cmd /c start http://$URL$ 

C) rundll32 url.dll,FileProtocolHandler http://$URL$ 

D) explorer "http://$URL$"; 

The problem I run into is within Internet Explorer.  There is a setting 
under Options \ Advanced for Reuse windows for launching shortcuts.  This is 
checked by default.  If it is checked, options A - C all open in an existing 
browser window if one exists.  Option D does work, but it open the new window 
behind the WUT. 

Opening a new browser window

[Eric Cleereman (IT)]

Hi All,

A majority of my users using WUT 6.3 with assorted patches.  They have a mix of 
browsers, including Internet Explorer and Opera in assorted versions.  They are 
all using Windows 2000, XP, or 2003.

I am looking to create an Active Link which will open a specific URL in the 
user's default browser, in a new Window.
I've tried the following Run Processes:
A) PERFORM-ACTION-OPEN-URL new http://$URL$

B) cmd /c start http://$URL$

C) rundll32 url.dll,FileProtocolHandler http://$URL$

D) explorer "http://$URL$";

The problem I run into is within Internet Explorer.  There is a setting under 
Options \ Advanced for Reuse windows for launching shortcuts.  This is checked 
by default.  If it is checked, options A - C all open in an existing browser 
window if one exists.  Option D does work, but it open the new window behind 
the WUT.

I've Googled the heck out of this, and have not found any real good answer.  
Does anyone have a way to force remedy to open a specific URL from within 
Remedy, by opening a new window in the user's default browser?

Eric Cleereman

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Re: Hover text on Trim fields - Is it Possible? Any Takers?

[Eric Cleereman (IT)]

Hi Michelle,

I've done something similar using a borderless View field.  I then use an 
active link to set the field to contain something similar to the following:
"TEST"

This works under both mid-tier and the WUT.

Hope this helps.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Lucero, Michelle - IST
contractor
Sent: Friday, January 05, 2007 10:58 AM
To: arslist@ARSLIST.ORG
Subject: Hover text on Trim fields - Is it Possible? Any Takers?


Anyone?
> _ 
> From: Lucero, Michelle - IST contractor  
> Sent: Thursday, January 04, 2007 1:28 PM
> To:   'arslist@ARSLIST.ORG'
> Subject:  Hover text on Trim fields - Is it Possible?
> 
> Hey, Y'all:
> 
> Environment:
> Remedy ARS 6.3 P18 (Windows 2003, SQL Server 2000)
> Mid-Tier 7.0.0 Patch 1 (IIS/Servlet Exec)
> Mid-Tier 7.0.1 (IIS/Tomcat)
> 
> I was able to use a simple JavaScript command in a run process AL to
> produce hover text over a character field.  There is no need for a
> JavaScript file.  I like to avoid hard coded text wherever I can.
> This fires on Window Loaded as a run process and works great on
> character fields
> //javascript:document.getElementById('arid536870998').title = 'My
> text'; (without the slashes)
> 
> However, I would like to be able do the same thing over a Text Trim
> field.
> 
> We have a psuedo navigation bar with subtitles.  We would like to add
> tooltips to these.
> 
> So far, nothing I've tried, including a hard-coded js file works on
> Text Trim, nor buttons for that matter.
> 
> Has anyone ever been able to produce hover (aka alternative or
> mouse-over) text on trim fields?
> 
> On a side note:
> The good news is that in ARS 7.0.1 and Mid-Tier 7.0.1, buttons and
> Flashboards now have an "alternative" text attribute accessible
> through the Admin Tool.
> 
> Thanks in advance,
> Michelle

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Filter Phasing for Get Operations

[Eric Cleereman (IT)]

Hi All,

I have a Request ID field users search on.  Prior to the search being performed 
I'd like to change the value of the field.  For instance, if a user searched 
for "164829", I'd like the search to actually look for "AST000164829".

The field QBE on the field is set to EQUAL.  If I set it to ANYWHERE, the 
search takes up to a minute, which is far longer than acceptable.

I believe I need to use a Filter for this, as most of the time this search is 
performed from a hand scanner running Mobile Reach, which does not support 
Active Links.

Using the SUBSTR and LENGTH functions, writing a Filter to substitute 
AST000164829 for 164829 is an easy enough task.  The problem I am having is 
that the Filter fires after the search is performed, rather than before.

The help file from the admin tool shows the following:
Filter phasing for Get operations
1) Data is retrieved from the database
2) Filters run (including all Phase 1 and 3 actions)
3) Phase 2 actions occur

As the error takes place prior to the search, the Filter processing is halted 
prior to taking place.

Does anyone have a spiffy keen trick that would allow me to make the Filter 
fire prior to the search?

Eric Cleereman

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Re: Different result from Set Field If and User Tool Query

[Eric Cleereman (IT)]

Hi Marco,
 
I experienced a similar thing under version 6.3 (multiple patch levels).
 
Under an Active Link, LASTCOUNT always returned the result I'd expect, but 
under a Filter sometimes I would get the number I'd expected, while other times 
I'd get a seemingly random number.  The odd thing was that I could execute the 
same Filter on the same search several times in a row, and it would alternate 
between the correct number and an incorrect one.
 
After digging in the server logs, it turned out that when LASTCOUNT was 
expanded from a Filter, the number expanded was whatever the count was from the 
last search performed from any Filter on the server.  If the last search 
happened to be performed by the Filter that I was testing, I'd get the correct 
result.  If the last search happened to be a search performed from an unrelated 
Filter, I'd get an incorrect result.
 
A workaround I ended up using was to do a set fields, where the value being set 
was obtained from SQL similar to the following:
SELECT COUNT(Case_ID_)
FROM HPD_HelpDesk
WHERE Status=2
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Marco Rasile
Sent: Wednesday, December 20, 2006 2:12 PM
To: arslist@ARSLIST.ORG
Subject: Different result from Set Field If and User Tool Query


** 

Good Afternoon Listers,

 

I have an issue that I've never come across before.  I am using the following 
Set Field If Qualification in a Filter:

 

((( 'Task Status' != "Completed") AND ( 'Task Status' != "Cancelled") AND ( 
'Task Status' != "Not Required")) OR ( $zTmp_ForceNewTaskCreation$ = "Yes")) 
AND ( 'Project Number' = $Project Number$) AND ( 'InFlow' = "Yes")

 

However, it is returning a LASTCOUNT of 10 when triggered in the Filter, which 
is not the result we were expecting.  We were expecting 1 returned result.  So 
to test it, we put this in the User Tool Advanced Search and got the expected 1 
returned record.  Why would the results differ?  Has anyone ever seen this 
before?

 

Regards,

Marco Rasile

Manager - Applications Development (IP Garage)

Bell Canada

220 Simcoe Street

Toronto, ON, M5T 1T4

Home Office: 905-826-5082

Office: 416-353-1902

Fax: 416-260-9839

[EMAIL PROTECTED]

 

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Re: AR System version numbers

[Eric Cleereman (IT)]

Hi David,
 
Thanks for the clarification of how you believe BMC refers to the version.
 
Part of what led to my confusion over how the version numbering should be used 
is how BMC is using the them.  As an example, the version of Migrator I am 
currently using shows:

BMC Remedy Migrator
Version 7.00.01 
Sep 25 2006 19:00:16

Note, the Release was less than 10, yet it is indicated as .00.  From what you 
said, since zero is less than ten, it seems it should simply be .0.  The 
versions listed within BMC Remedy Administrator, BMC Remedy Alert, BMC Remedy 
Import, and BMC Remedy User, all seem to fit this, as they show as 7.0.01.
 
I see the same thing within the server properties pages on a couple of the 
servers I administer.  One shows as 5.01.01 and another as 6.03.00.  It seems 
these should be 5.1.01 and 6.3.00.
 
When I look at BMC's product download page, I see the following recent versions 
available:

7.0.00
7.0.01
7.0.02

This makes it seems as if 7.0.02 is a separate maintenance release than 7.0.01, 
and not a patch for it.
 
And when I look at the patch section of the FTP site, I see the following 
versions:

5.0.1
5.1.2
6.0
6.0.1
6.3
7.0

This makes it difficult to ascertain if a given directory contains a patch for 
my version, or a different version.  For instance, would a 6.0 patch work for 
6.0.1, or vice versa?, or would it even be needed in that circumstance?  Also, 
following how you said the versioning should work, shouldn't these be listed as 
follows?

5.0.01
5.1.02
6.0.00
6.0.01
6.3.00
7.0.00

Would it be possible to clarify this for those people at BMC who also seem 
confused by this?  I believe if BMC themselves referred to the product versions 
consistently, then there would be a better likelihood their customers may do 
the same.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Easter, David
Sent: Monday, December 18, 2006 11:55 AM
To: arslist@ARSLIST.ORG
Subject: AR System version numbers


** 
Hi All,
 
  I've noticed a distinct difference in the way some folks on the list refer to 
the version number of AR System versus the way BMC refers to the versions.  I 
thought it best to quickly post how BMC refers to versioning around AR System 
to avoid confusion.
 
Format:  VV.RR.MMM Patch PPP
 
V=Version
R=Release
M=Maintenance Release
P=Patch
 
An example would be 3.2.02 Patch 003.  Typically, if the digit for V, R or M is 
less than 10, the first '0' (zero) is not used (in other words, you would not 
see 03.02.002).
 
Thus, the current release of AR System is 7.0.01.  When the first patch for AR 
System 7.0.01 becomes generally available, it will be known as AR System 7.0.01 
Patch 001.
 
Hope this helps folks better understand responses that include version or patch 
information.
 
Thanks,
 

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 

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Re: flickering

[Eric Cleereman (IT)]

Hi Ramón,
 
Reasons not to do this:
 
1 - Flickering text can kill your users!!!  To state that again, users can die 
as a result of seeing flickering text.  Up to 1 in 5,000 persons has 
undiagnosed photosensitive epilepsy (PSE).  Persons with PSE can have seizures 
triggered by flickering text, especially in the 4 - 59 Hz range.  These 
seizures can be fatal, even for first time victims.
 
2 - Many users find blinking text to be very annoying, difficult to read, or 
both.
 
If you still want to do this:
 
  
http://javascript.internet.com/text-effects/blinking-text.html has a javascript 
which will allow for this.  Configure "blink_speed" variable to be 1000 or 
higher, to limit the number of blinks to be at most once per second.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Ramón Zaragoza García
Sent: Thursday, December 14, 2006 10:57 AM
To: arslist@ARSLIST.ORG
Subject: flickering


** 

Is there a way of flickering text in a view field? I have done ravelling text.

I want to make remedy more visual.

 

Thank you

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Re: Illusive Whitepaper

[Eric Cleereman (IT)]

Hi List,
 
I forwarded Dylan a copy of this offline.
 
I didn't spend a lot of time digging, but I noticed that the new web site 
doesn't seem to have any docs prior to version 6.0.  We're still have clients 
(main Unix automated tools) using versions older than 6.0, so that's a bit of 
an issue for us.  Has anyone else been able to find pre-version 6.0 
documentation?


Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Wheeler, Dylan
Sent: Tuesday, December 12, 2006 4:25 PM
To: arslist@ARSLIST.ORG
Subject: Illusive Whitepaper


** 

I'm looking for a whitepaper that I found in the advanced dev guide entitled 
"Instructions for Creating Web Service Clients"

If anyone has a copy of this I'd greatly appreciate them forwarding it to me or 
pointing out where I can download it. I can't find hide nor hair of it on the 
Remedy website since they revamped the page.

- 

Dylan Wheeler
Production Support Analyst Sr 
IT Operations 
Downey Savings & Loan Association, F.A. 
Email:   [EMAIL PROTECTED] 



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by reply e-mail and delete the message and attachments.

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Re: Login name restrictions

[Eric Cleereman (IT)]

Hi Ian,
 
If you use a double apostrophe it should work.  i.e. O''Toole
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Ian Trimnell
Sent: Friday, December 01, 2006 11:32 AM
To: arslist@ARSLIST.ORG
Subject: Login name restrictions


** 

One for Friday afternoon (well it is here!)...

Does anyone know of any character restrictions in the login name field (ID 101)?
(ARS 6.0.1 patch 1368, W2K server, SQL Server 2000)


In the 9 or so years we've been running AR System we have been using real names 
for login so that we can easily see who is doing what through work logs. We 
have a user with the surname "O'Toole" (note the apostrophe).  The user has no 
problems signing in over the past 18 months.  I have some Computed Groups and I 
was testing adding some users to the definition and if I try this particular 
user the group definition can not be saved.  In computed group definitions 
Groups are encased in double quotes (") and Users are encased in single quotes 
(').  This falls apart when the user has a single quote in their login name. I 
have checked the manuals and there is no mention of any restrictions on field 
101.  I have just tried to use the KnowledgeBase but it doesn't appear to be 
working at the moment!

Any thoughts chaps & chapesses?

Thanks,

Ian
  _  

Ian Trimnell, AR System Lead Developer (amongst other jobs),
Specialist Support & Information Team, Academic & Administrative Computing 
Service
Open University, MILTON KEYNES, UK
Phone: 01908 653741   web: http://www.open.ac.uk/ 
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Re: Function of different characters in filters

[Eric Cleereman (IT)]

Hi Dave,
 
This one got me before too.  The help file from ARAdmin 6.3 shows the following:

Using special override naming convention 
To override the phases for a specific filter, you can make a filter run in-line 
(sequentially) by using a special naming convention in the filter name. When 
you create or modify the filter, its name must end in a back quote character 
['] followed by an exclamation point [!]. For example, a filter named 
SendNotification that has a Notify action will perform the action in Phase 3. 
However, a filter named SendNotification'! that has a Notify action runs the 
notification during Phase 1. 

Hope this helps.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Dave Barber
Sent: Friday, December 01, 2006 9:16 AM
To: arslist@ARSLIST.ORG
Subject: Function of different characters in filters


** 
All,
 
This may be an elementary question, but are there any characters that cause 
different behaviours on filters?
 
I'm looking at a filter that shouldn't seem to work quite as I'd expect it to, 
but I'm wondering if the use of characters in the name makes any difference?  
Its got a '! at the end ... ?
 
Thanks in advance,
 
Dave
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Re: How to create "wait" action?

[Eric Cleereman (IT)]

Hi Anoop,
 
One method is to create a run process after the first which issues a sleep 
command.  Once the sleep command completes, execution continues.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Anoop Sasidharan
Sent: Thursday, November 30, 2006 12:03 PM
To: arslist@ARSLIST.ORG
Subject: How to create "wait" action?


** Listers,
After doing a run process, we would like the current action to wait for 15 sec 
before going to the next? In such a case, how to incorprate a "wait" 
funcationality, so that Remedy waits for this period of time.
 
Any thoughts?
 
 
Thanks
Anoop


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Re: Heavy Load Balancing Question

[Eric Cleereman (IT)]

Hi Barry,

It depends on your configuration.  Your load balancer will have a setting 
referred to as either session affinity or a sticky bit.

If session affinity is enabled, each client will stay connected to the server 
the load balancer first connects them to, unless that server fails.  Otherwise 
they'd have a 1 in 3 chance of connecting to the same server again.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Barry Lindstrom
Sent: Thursday, November 30, 2006 10:24 AM
To: arslist@ARSLIST.ORG
Subject: Heavy Load Balancing Question


Using ARS 6.3.17 server and client, a user logs in to a load balanced 
virtual server (3 servers in the environment)

The user executes a push fields activelink that triggers a filter that 
fires a run process command that creates a file on whatever server they 
are attached to.

IF the user fires another active link that that triggers a filter that 
fires a run process command that creates another file, are we guaranteed 
that both files will end up on the same server?

Barry Lindstrom
Certifiable ARJ

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Re: How to pass parameters to jsp file?

[Eric Cleereman (IT)]

**



Hi 
George,
 
A method that works very well for us is:
  
- Create an IFRAME named /index.html, or whatever your server's default 
filename is.
  
- Set the width and height to 100%
  
- Set the source as the Remedy login page
  
- Place the Remedy content within the IFRAME
 
This 
allow the user accesses the following URL:
   http://servername
 
When 
the source content changes to another address, the content of frame remains 
static, and the displayed URL remains as http://servername.
 
Eric 
Cleereman
 -Original Message-From: 
Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]On 
Behalf Of George TsaiSent: Friday, October 27, 2006 2:11 
PMTo: arslist@ARSLIST.ORGSubject: How to pass parameters 
to jsp file?
** We use a jsp file allowing 
  user to login to Remedy Mid-Tier with a generic user name.  The question 
  is that if we like to open up a specific request within the form, how can we 
  pass the parameters through url to the jsp file.  We do not like to show 
  the username/password/formname on the url. Example jsp file:   


  me ="pwd" value="password"/> 
   Thanks.George TsaiIT Systems Architecture - Process 
  Automation InitiativesWalgreens Co.847-914-5210 
  __20060125___This posting was submitted with HTML in 
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Re: Remedy Support Site - STILL broken

[Eric Cleereman (IT)]

Title: RE: Remedy Support Site - STILL broken
**



Once I 
turned off pop-up blocking, a window did come up, telling me FTP was blocked, 
please contact my administrator.  :-|
 
After 
this, I talked to management, Service Desk, Networking Services, etc, and now 
have FTP access.  Long story short, I can download 
patches.
 
Thanks 
Axton and Linda :-)
 
Eric

  -Original Message-From: Action Request System 
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Linda 
  BlombergSent: Tuesday, October 24, 2006 10:58 AMTo: 
  arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - STILL 
  broken** 
  
  

  
  Make sure you have 
  popup blocking turned off.  There is a window that pops up for you to 
  enter the username an password.
   
  Linda 
  Blomberg
  Fermi National 
  Accelerator Laboratory
  [EMAIL PROTECTED]
   
  
  
  
  
  From: Action 
  Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Eric Cleereman 
  (IT)Sent: Tuesday, October 
  24, 2006 9:56 AMTo: 
  arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - STILL 
  broken
   
  
  Hi 
  All,
  How do you get to the 
  point where you download the patch?
  I am able get to 
  the patch download page, search for a patch, and click download, but then I 
  get the following popup:
   To access 
  he patches Enter the following username and password:  rpatches Supp0rt89 
  (ARNOTE 3)
  I am not sure where 
  to enter that username and password.  If I do it at the initial logon 
  page, I get an error that it is invalid.  
  Eric 
  Cleereman
  
-Original 
Message-From: Action 
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]On Behalf Of McKenzie, James J C-E LCMC 
HQISEC/L3Sent: Tuesday, 
October 24, 2006 10:15 AMTo: arslist@ARSLIST.ORGSubject: Re: Remedy Support Site - 
STILL broken
** 
Axton: 
File 
breakage.  We experience this constantly with Windows downloads with 
OpenOffice.org (yes I work on things other than Remedy in my spare 
time.)
For 
UNIX type operating systems there is curl.  I don't know what you can 
use to restart downloads for Windows type operating 
systems.
We have 
to remember that not everyone has a DS-3 (15MB) connection to the Internet 
at their beck and call. 
James 
McKenzie L-3 
GSI   
-Original Message- From: Action Request System discussion 
list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf 
Of Axton Sent: 
Tuesday, October 24, 2006 7:07 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - 
STILL broken 
Why? 
Axton 
Grams 
On 
10/24/06, McKenzie, James J C-E LCMC HQISEC/L3 
<[EMAIL PROTECTED]> wrote: > ** > > > > Axton: > > I hate using HTTP for large file 
downloads.  I understand that FTP can > be a real problem,, especially if 
you are sitting behind a firewall. > > James McKenzie > L-3 GSI > > > -Original 
Message- > From: Action Request System discussion 
list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf 
Of Axton > 
Sent: Tuesday, October 24, 2006 4:50 AM > To: arslist@ARSLIST.ORG > Subject: Re: Remedy Support Site - 
STILL broken > > Since this thread is still alive, I have to say 
that the new patch > download method stinks.  FTP is a pita to 
use from where I sit. > > Axton Grams > > On 10/23/06, James Van Sickle 
<[EMAIL PROTECTED]> wrote: > > ** > > > > Rick > > > >    I submitted a ticket 
about all the issues I am having with the > > new support website on 
Friday.  I came in to work today to find an > > email in my Inbox.  The 
support rep who looked at my ticket only > > stated that he had passed my 
issues on to management, and opened an > > internal customer service ticket to deal 
with the problems I > > outlined in the email.  I am not sure 
who "management" entails > > exactly, but have not heard 
> anything more on my 
issues. > 
>  Good luck. > > > > -James > > - Original Message 
 > > 
From: Rick cook <[EMAIL PROTECTED]> > > To: arslist@ARSLIST.ORG > > Sent: Monday, October 23, 
2006 5:23:24 PM > > Subject: Remedy Support Site - STILL 
broken > 
> > > 
** > > 
Still broken, and no word (that I've heard, anyway) from BMC/Remedy 
> > on 
what they're doing about it or an ETA for a fix.  I've had 
> > 
tickets open for up to a week now (related to the broken support 
> > site) 
that have not been addressed, and the issues reported are 
> > 
impacting my ability to perform work for my customer.  I know I'm 
> >

Re: Remedy Support Site - STILL broken

[Eric Cleereman (IT)]

Title: RE: Remedy Support Site - STILL broken
**




Hi All,
How do you get to the point 
where you download the patch?
I am able get to the patch download page, search for a patch, and 
click download, but then I get the following 
popup:
 To access he patches Enter the 
following username and password:  rpatches Supp0rt89 (ARNOTE 
3)
I am not 
sure where to enter that username and password.  If I do it at the initial 
logon page, I get an error that it is invalid.  
Eric 
Cleereman

  -Original Message-From: Action Request System 
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of 
  McKenzie, James J C-E LCMC HQISEC/L3Sent: Tuesday, October 24, 
  2006 10:15 AMTo: arslist@ARSLIST.ORGSubject: Re: Remedy 
  Support Site - STILL broken** 
  
  Axton: 
  File breakage.  We experience this constantly with 
  Windows downloads with OpenOffice.org (yes I work on things other than Remedy 
  in my spare time.)
  For UNIX type operating systems there is curl.  I don't 
  know what you can use to restart downloads for Windows type operating 
  systems.
  We have to remember that not everyone has a DS-3 (15MB) 
  connection to the Internet at their beck and call. 
  James McKenzie L-3 GSI 
    
  -Original Message- From: 
  Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
  Axton Sent: Tuesday, October 24, 2006 7:07 AM 
  To: arslist@ARSLIST.ORG Subject: Re: 
  Remedy Support Site - STILL broken 
  Why? 
  Axton Grams 
  On 10/24/06, McKenzie, James J C-E LCMC HQISEC/L3 
  <[EMAIL PROTECTED]> wrote: > 
  ** > > > > Axton: > > I hate using HTTP for large file 
  downloads.  I understand that FTP can > be a 
  real problem,, especially if you are sitting behind a firewall. 
  > > James McKenzie 
  > L-3 GSI > > > -Original Message- 
  > From: Action Request System discussion list(ARSList) 
  > [mailto:arslist@ARSLIST.ORG] On Behalf Of 
  Axton > Sent: Tuesday, October 24, 2006 4:50 
  AM > To: arslist@ARSLIST.ORG > Subject: Re: Remedy Support Site - STILL broken > > Since this thread is still alive, I 
  have to say that the new patch > download method 
  stinks.  FTP is a pita to use from where I sit. > > Axton Grams > > On 10/23/06, James Van Sickle 
  <[EMAIL PROTECTED]> wrote: > > ** 
  > > > > Rick 
  > > > >    
  I submitted a ticket about all the issues I am having with the 
  > > new support website on Friday.  I came 
  in to work today to find an > > email in my 
  Inbox.  The support rep who looked at my ticket only > > stated that he had passed my issues on to management, and 
  opened an > > internal customer service ticket 
  to deal with the problems I > > outlined in the 
  email.  I am not sure who "management" entails > > exactly, but have not heard > 
  anything more on my issues. > >  Good 
  luck. > > > > 
  -James > > - Original Message  
  > > From: Rick cook <[EMAIL PROTECTED]> 
  > > To: arslist@ARSLIST.ORG > > Sent: Monday, October 23, 2006 5:23:24 PM > > Subject: Remedy Support Site - STILL broken > > > > ** > > Still broken, and no word (that I've heard, anyway) from 
  BMC/Remedy > > on what they're doing about it or 
  an ETA for a fix.  I've had > > tickets 
  open for up to a week now (related to the broken support > > site) that have not been addressed, and the issues reported 
  are > > impacting my ability to perform work for 
  my customer.  I know I'm > > not the only 
  one being impacted by this unprecedented incompetence > > on BMC's part.  What makes it worse is the feeling of 
  being ignored.  > > Has anyone even heard 
  anything from a sales rep attempting to > > 
  placate the masses?  I haven't.  Any announcement on the Support or 
  > > front page?  Nope.  Where's 
  > the leadership from BMC in all this? > > Not where they need to be, that's for sure. > > > > Someone at BMC/Remedy want 
  to address those issues with this group? > 
  (Hint: > > NOW would be a good time). 
  > > > > Rick Cook 
  > > Cook Enterprises > > 
  253-278-4112__20060125___This posting > was > > submitted with HTML in 
  it___ > > > 
  > > > __20060125___This 
  posting was > submitted with HTML > > in it___ > > > > 
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Re: Midtier 6.3 and IE 7.0 compatibility.

[Eric Cleereman (IT)]

Hi Prasan,

I've tested this combination with out custom apps, and it seems to work the 
same as in IE6, but with one exception:  IE7 defaults to more trim vertically 
than IE6 does.  While this doesn't hang up any workflow, it can cause some 
elements to appear offscreen on a lower resolution display.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Prasan Katti
Sent: Friday, October 20, 2006 11:12 AM
To: arslist@ARSLIST.ORG
Subject: Midtier 6.3 and IE 7.0 compatibility.


Good morning Listers,

I just got a note this morning that all computers in our network will be 
upgraded to IE 7.0 over the next month. We have several custom built 
applications running on Midtier 6.3 patch 18 accessed almost exclusively 
through IE.
I checked the compatibility matrix for 6.3 and IE 7.0 is not listed under 
it.
Please let me know if anybody has tried this combination and found issues 
that need to be addressed.

Thanks for all your help.

Prasan.

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Re: SupportWeb

[Eric Cleereman (IT)]

I had the same issue with mine logon.  I ended up just creating a new profile.

I use IE7, and another thing I keep seeing on the new site is the following 
error:
   Security Information
   This page contains both secure and nonsecure items.
   Do you want to display the nonsecure items?

This seems to be an issue with the page URL being server over https, but some 
images on the page being served over http.  I've added this to my trusted 
sites, but this message still comes up at least every other page.

Anyone have any ideas how to suppress this error for one domain, without 
suppressing it for all of them?

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Pruitt, Christopher J
Sent: Monday, October 16, 2006 10:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: SupportWeb


I will go you one better. They don't even have my profile on record. I
have attempted to correct this now for the last 3 hours and no luck. I
am pulling my hair out over this one. 


Christopher Pruitt 
Consultant Specialist
EDS - Bank of America
mailto:[EMAIL PROTECTED]



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, October 16, 2006 9:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: SupportWeb

I see two major issues.


1) I am seeing the wrong Support ID tickets. (Same company, different
department. At least it is that close, but it is just as wrong as me
seeing Rick's tickets.)

2) I am not seeing the Mid-Tier being used
What the @[EMAIL PROTECTED] is this ASP/CFM stuff? ( I thought BMC had more
sense than that,  but I guess not.)


Given those two things... How could it be a "Success?" ( It feels like a
BIG step backwards to me. Wrong data, Wrong tech, not "eating their own
dog food" etc...)

--
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 10/16/06, Rick Cook <[EMAIL PROTECTED]> wrote:
> **
> The conversion actually went better than I thought it would, based on 
> past experience.  I agree that they still have some data to backfill, 
> but it seems pretty functional overall.
>
> My only quibble is with how they set my profile up.  They now use an 
> email address for a login ID, which isn't so bad except that the one 
> they are using for me is one with which I am no longer affiliated 
> (which is why most/all of us do NOT use proprietary email addresses as

> a primary ID - people change companies), and a primary Support ID of a

> long-lost customer that isn't even active any more.  We'll see how 
> long it takes them to fix those.
>
> But if that's all that's wrong, I'd give it a thumbs-up.  Pretty fast 
> page loads.
>
> Rick
>
>
> On 10/16/06, strauss <[EMAIL PROTECTED]> wrote:
> > Looks like they will have some serious bug-suppression to do on the 
> > new SupportWeb. The patches pages is only showing one patch per 
> > product for most products, and it is never the most current patch on

> > the ones that I looked at (usually not even the current version of 
> > the product). Other searches - I tried the CMDB - turn up patches 
> > for several other products besides the CMDB, but not the current
patch for CMDB 2.0. Interesting.
> >
> > Christopher Strauss, Ph.D.
> > Remedy Database Administrator
> > University of North Texas Computing Center 
> > http://remedy.unt.edu/helpdesk/


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Re: OT: Try this out...

[Eric Cleereman (IT)]

**



Hi 
Joe,
 
If you 
really want a file named con in Windows, 
try typing the name as follows:
   press 
c
   press 
o
   press 
n
   press 
and hold ALT
   press 2 
on the number pad (not the numbers above the alpha section)

   press 5 
on the number pad
   press 5 on the number pad

   release ALT
 
This actually 
creates a file named con[hard space].  The hard 
space is different than a conventional space, so Windows will allow it at the 
end of a file name, but it will still display it as if it were a 
space.
 
If you want two 
files named con, you can use the same trick as above, 
but end with two hard spaces, or a space and a hard space:
   C:\>dir|find "con"   10/13/2006  05:01 
PM 
0 con     10/13/2006  05:02 
PM 
0 con 
Eric 
Cleereman

  -Original Message-From: Action Request System 
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Joe 
  DeSouzaSent: Friday, October 13, 2006 4:53 PMTo: 
  arslist@ARSLIST.ORGSubject: Re: OT: Try this 
  out...** 
  

  
  
  A little different from what I thought the reason was... Interesting 
  links though... 
  Joe.
  
  - 
  Original Message From: Axton <[EMAIL PROTECTED]>To: 
  arslist@ARSLIST.ORGSent: Friday, October 13, 2006 4:33:19 PMSubject: 
  Re: OT: Try this out...** 
  http://mjsabby.com/2005/10/windows-xp-con-folderfile-bug.php
  http://whoelsebutdalieu.wordpress.com/2006/08/23/microsoft-is-just-funny-like-that/
   
  It's because of the old days of DOS. CON is for the console (screen), PRN 
  for printer, NUL basically means NULL or nothing. Try typing in DIR > PRN 
  into a command window. The directory listing will print. DIR > NUL will not 
  show anything. (In the old days programmers would run commands and have the 
  output go to NUL so that they ran "transparently.") 
   
  Looks like con, prn, nul can not be used.
   
  Now for the real reason:
  http://www.microsoft.com/technet/security/bulletin/fq00-017.mspx
  
  What's this bulletin about?Microsoft Security Bulletin MS00-017 announces the availability of a patch 
  that eliminates a vulnerability in Microsoft® Windows® 95, Windows 98, and 
  Windows 98 Second Edition. Under certain circumstances, the vulnerability 
  could cause affected systems to crash. Microsoft is committed to protecting 
  customers' information, and is providing the bulletin to inform customers of 
  the vulnerability and what they can do about it. What causes 
  the vulnerability?The vulnerability results because of a flaw in 
  the way Windows 95 and 98 (including Windows 98 Second Edition) parse file 
  path names. Device names such as COM1, CON or LPT1 are reserved words, and 
  they can't be used as folder or file names. When parsing a reference to a 
  path, Windows 95 and 98 check for the presence of a single DOS device name in 
  the path. If one is found, the path is correctly treated as invalid and an 
  error is returned. However, neither Windows 95 nor 98 check for multiple DOS 
  device names. This is the source of the vulnerability. If a read or write 
  operation is attempted to a path whose name contains multiple DOS device 
  names, it will cause Windows 95 and 98 to attempt to access invalid resources. 
  In some cases, the effect of this invalid access would be to cause the 
  application that supplied the path to hang, but the more likely effect is that 
  the machine would present a blue debug screen and crash. 
  Axton Grams 
  On 10/13/06, Thad 
  Esser <[EMAIL PROTECTED]> wrote: 
  ** 
Isn't con the output stream for the 
"con"sole in DOS.  Similar to stdout in *nix? From a DOS prompt:  echo xxx > con puts xxx on the screen anyway. Thad"Argue for your limitations, and sure enough, they're 
yours."-- Richard Bach 

  
  
"Joe DeSouza" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion 
  list(ARSList)" < arslist@ARSLIST.ORG> 
  10/13/2006 01:15 PM 
  


  
Please respond 
toarslist@ARSLIST.ORG

  


  
To
  arslist@ARSLIST.ORG 

  
cc
  

  
Subject
  OT: Try this 
  out...
  


  
  

  
** 
I'm almost positive I know the 'real 
reason' to this, a friend of mine who is not really from an IT background 
sent me a mail saying that even engineers at Microsoft do not know the 
answer to this (which I find hard to believe). Reason being after he sent me 
that mail I immediatly guessed the reason behind this, and I am willing to 
bet I am right about it..   
Wanted to see if anyone here can figure it 
out... Try this out..   
Try creating a directory or a file (with no 
extension) named con

Re: Helpdesk 6.0 Support Panel displaying groups I am not a member of.

[Eric Cleereman (IT)]

Hi Jackson,

We had a similar problem.  Here's one approach to take care of it:
 - Create a hidden field called AssignedToGroupID on form(s) containing the 
records.
 - Create workflow to populate this field for any future records.
 - Populate this field for existing records via SQL, an escalation, whatever 
works best for you.
 - Create a hidden temp field on the form containing the table, called 
zTmpGroupIDs.
 - Populate this field using an SQL query against USER_X (the User form).  The 
groups for a given user are stored as Group IDs at the database level, in the 
following format:  ID1;ID2;ID3;etc;
 - Change your qualification to:  
   (
(('zTmpKeyword'="MAINHELPDESK")  AND ('Status Integer'<4))
OR (('zTmpKeyword'="MAINCHANGE") AND ('Status Integer'<6))
OR (('zTmpKeyword'="MAINTASK")   AND ('Status Integer'<4))
) 
   AND (($zTmpShowAssignedReq$='zTmpKeyword') OR ($zTmpShowAssignedReq$="All"))
   AND (
(($ConsoleViewBy$="Myself") AND ('Assigned To'=$USER$))
OR (($ConsoleViewBy$="Group") AND (
 ('AssignedToGroupID'=$NULL$)
 OR ($zTmpGroupIDs$ LIKE (""+'AssignedToGroupID'+";%"))
 OR ($zTmpGroupIDs$ LIKE ("%;"+'AssignedToGroupID'+";%"))
 )
OR (($ConsoleViewBy$="Group Unassigned") AND ('Assigned To'=$NULL$))
OR (($ConsoleViewBy$="Date") AND ('Requested Completion 
Date'<=$zTmpDate1$)) 
OR ($ConsoleViewBy$ = "Any")
)

This takes advantage of the group IDs always having a semicolon after them.  So 
while "1000" would be like "100%", "1000;" would not be like "100%;"

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Jack Samson
Sent: Friday, October 13, 2006 2:05 PM
To: arslist@ARSLIST.ORG
Subject: Helpdesk 6.0 Support Panel displaying groups I am not a member
of.


All,

I am using ITSM 6.0 Helpdesk.  We have created a lot of groups in the system 
that are very similar.  The Remedy Support Panel is now displaying groups 
that individuals are not a member of due to the LIKE statements.  (This 
happens when I select the Console View: Group)

My question is, is their a way to change the qualification so that we don't 
have to change all of the group names?

The qualification is:

((( 'zTmpKeyword' =  "MAINHELPDESK" ) AND ( 'Status Integer' < 4)) OR (( 
'zTmpKeyword' =  "MAINCHANGE" ) AND ( 'Status Integer' < 6)) OR (( 
'zTmpKeyword' =  "MAINTASK" ) AND ( 'Status Integer' < 4))) AND (( 
$zTmpShowAssignedReq$ = 'zTmpKeyword') OR ( $zTmpShowAssignedReq$ =  "All" 
)) AND ((( $ConsoleViewBy$ = "Myself") AND ( 'Assigned To' = $USER$)) OR (( 
$ConsoleViewBy$ = "Group") AND ( 'Assigned To Group+' !=  $NULL$ ) AND 
($GROUPS$ LIKE (( "%"  + 'Assigned To Group+') +  "%" ))) OR (( 
$ConsoleViewBy$ = "Group Unassigned") AND ( 'Assigned To' =  $NULL$ )) OR (( 
$ConsoleViewBy$ = "Date") AND ( 'Requested Completion Date' <= $zTmpDate1$)) 
OR ( $ConsoleViewBy$ = "Any"))


Thanks in advance and thank you all for your support in the past.

Regards,

Jackson
Oracle 9
Solaris
ARS 6.3

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Re: Keystroke command

[Eric Cleereman (IT)]

Hi Dwayne,

If a menu is attached to a field where the display type is set as Drop-Down 
List, clicking the field will cause it to open the menu.  If a menu is attached 
to a field where the display type is set as Edit or Edit Masked, clicking the 
field will set focus to the field without opening the menu.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Dwayne Martin
Sent: Friday, October 13, 2006 8:14 AM
To: arslist@ARSLIST.ORG
Subject: OT:Re: Keystroke command


I just noticed, in checking this out, that for some fields the
menu pops open as soon as you click in the data-space, and for
others it doesn't.

Any idea why?

Dwayne Martin
James Madison University

 Original message 
>Date: Thu, 12 Oct 2006 13:07:14 -0700
>From: Thad Esser <[EMAIL PROTECTED]>  
>Subject: Re: Keystroke command  
>To: arslist@ARSLIST.ORG
>
>   **
>   With focus in the field, ALT- or ALT-   arrow> works.
>   Thad
>   "Argue for your limitations, and sure enough,
>   they're yours."-- Richard Bach
>
>   "CLB Remedy"To arslist@ARSLIST.ORG 
>   <[EMAIL PROTECTED]>  cc 
>   Sent by: "Action Request   Subject Keystroke command   
>   System discussion  
>   list(ARSList)" 
> 
>  
>   10/12/2006 12:53 PM
>  
>   +-+
>   |  Please respond to  |
>   | arslist@ARSLIST.ORG |
>   +-+
>
>   **
>   Can anyone tell me if there is a keystroke command
>   that can be performed to get the drop down boxes
>   instead of clicking on the arrows?  
>   Thank you,
>   Stacie Jerden 
>   (562) 570-6738
>   [EMAIL PROTECTED]
>   __20060125___This posting was
>   submitted with HTML in it___
>
>   ***IMPORTANT NOTICE: This communication, including
>   any attachment, contains information that may be
>   confidential or privileged, and is intended solely
>   for the entity or individual to whom it is
>   addressed. If you are not the intended recipient,
>   you should delete this message and are hereby
>   notified that any disclosure, copying, or
>   distribution of this message is strictly prohibited.
>   Nothing in this email, including any attachment, is
>   intended to be a legally binding signature.***
>
>   __20060125___This posting was
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Dwayne Martin
Computing Support
James Madison University

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Re: Key combination CTRL-SHIFT-END in numeric spinner field crashes usertool

[Eric Cleereman (IT)]

Hi Tim,

Sorry, I should have elaborated more on the resizing field thing.  That was not 
so much for sight impaired users, but more for those who are able to type, but 
not use a mouse.  

Eric

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Timothy Powell
Sent: Thursday, October 12, 2006 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Key combination CTRL-SHIFT-END in numeric spinner field
crashes usertool


 Table fields and results lists do seem to still be the problem areas. 
Also as I recall, if you are on a page holder with multiple pages, and the
cursor is on one of the tabs, the keyboard combos take you to the first and
last pages on the holder respectively. But if the cursor is on a field
within a tab, the keyboard combos take you to the first/last fields on the
form.


- To select nonadjacent fields: click on the first field, press and hold the
CTRL key, and
   select one or more additional fields. 

When doing this in report creation, I can think of no way to be able to
accomplish this without use of a mouse. IMHO, non-Sighted users are not
severely impacted as they can still select nonadjacent fields individually
and accomplish the task.

 - To resize fields: ... Select any field.  Place the cursor on one of the
field's control handles.
   Hold down the mouse button, and move the mouse in the direction you want
to resize.  

Can you elaborate as to why a non-sighted user would want to do this?
Limited sight users I can maybe understand, but then they can use the
Windows based screen magnification or 3rd party magnification tools like
Zoom-Text to make the fields and text bigger.

Tim

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
Sent: Thursday, October 12, 2006 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Key combination CTRL-SHIFT-END in numeric spinner field crashes
usertool


Remedy WUT's help file shows:
   Go to the first field in the tab order  -  SHIFT+CTRL+HOME
   Go to the last field in the tab order  -  SHIFT+CTRL+END

 
Excel's Help file shows:
   CTRL+SHIFT+HOME Extend the selection to the beginning of the worksheet 
   CTRL+SHIFT+END Extend the selection to the last used cell on the
worksheet (lower-right corner) 

 
Word's help file shows:
   CTRL+SHIFT+HOME To the beginning of a document 
   CTRL+SHIFT+END To the end of a document 

 
Even in version 7, patch 2, Remedy does not seem to adhere to the behavior
described in their help file.  Here are a few examples:
 - In a table where Single Selection Only is not checked, pressing
SHIFT+CTRL+END 
   selects everything from the current row through the last row.  This seems
to be more like
   Excel's described behavior.  However if Single Selection Only is checked,
the cursor will
   move to the last field in the tab order.
 - In a results list, pressing SHIFT+CTRL+HOME selects everything from the
current row
   through the first row.  This seems to be more like Excel's described
behavior.
 - In a non-expanded character field, SHIFT+CTRL+END will move the cursor to
the last field
   in the tab order, but SHIFT+CTRL+HOME selects everything from the current
cursor
   position through the first character.  This seems more like Word's
described behavior.
 
Remedy also has documented functions which seem to work only with a mouse:
 - To select nonadjacent fields: click on the first field, press and hold
the CTRL key, and
   select one or more additional fields. 
 - To resize fields: ... Select any field.  Place the cursor on one of the
field's control handles.
   Hold down the mouse button, and move the mouse in the direction you want
to resize. 
 
If anyone knows how to select non-adjacent rows or resize fields without a
mouse, please let me know.  I've had this request from a few users.
 
Section 508 shows the following tests for keyboard operability:
  1. Inspect the application.  Unplug/disable all input devices except the
keyboard,
  then attempt to execute the identified set of product functions using
only the keyboard.
  a. Can the function be executed via the keyboard?
  b. Is the result of performing the function via the keyboard as
expected or advertised?
  2  Inspect the program documentation.  Note that the identified set of
functions can be
  invoked from the keyboard.  For applications that have a graphical
user interface (GUI),
  identify any menu commands that cannot be executed from the keyboard.
  a. Are there documented functions that have no documented keyboard
equivalent in the
  OS or Application?
  b. Are there commands that require pointing or visual analysis of the
screen contents?
  Note: Satisfying this requirement does not involve interoperability with
assistive technology.
 
It would sure be mighty swell if all the features worked as described within
Remedy, but they 

Re: Key combination CTRL-SHIFT-END in numeric spinner field crashes usertool

[Eric Cleereman (IT)]

Remedy WUT's help file shows:
   Go to the first field in the tab order  -  SHIFT+CTRL+HOME
   Go to the last field in the tab order  -  SHIFT+CTRL+END

 
Excel's Help file shows:
   CTRL+SHIFT+HOME Extend the selection to the beginning of the worksheet 
   CTRL+SHIFT+END Extend the selection to the last used cell on the worksheet 
(lower-right corner) 

 
Word's help file shows:
   CTRL+SHIFT+HOME To the beginning of a document 
   CTRL+SHIFT+END To the end of a document 

 
Even in version 7, patch 2, Remedy does not seem to adhere to the behavior 
described in their help file.  Here are a few examples:
 - In a table where Single Selection Only is not checked, pressing 
SHIFT+CTRL+END 
   selects everything from the current row through the last row.  This seems to 
be more like
   Excel's described behavior.  However if Single Selection Only is checked, 
the cursor will
   move to the last field in the tab order.
 - In a results list, pressing SHIFT+CTRL+HOME selects everything from the 
current row
   through the first row.  This seems to be more like Excel's described 
behavior.
 - In a non-expanded character field, SHIFT+CTRL+END will move the cursor to 
the last field
   in the tab order, but SHIFT+CTRL+HOME selects everything from the current 
cursor
   position through the first character.  This seems more like Word's described 
behavior.
 
Remedy also has documented functions which seem to work only with a mouse:
 - To select nonadjacent fields: click on the first field, press and hold the 
CTRL key, and
   select one or more additional fields. 
 - To resize fields: ... Select any field.  Place the cursor on one of the 
field's control handles.
   Hold down the mouse button, and move the mouse in the direction you want to 
resize. 
 
If anyone knows how to select non-adjacent rows or resize fields without a 
mouse, please let me know.  I've had this request from a few users.
 
Section 508 shows the following tests for keyboard operability:
  1. Inspect the application.  Unplug/disable all input devices except the 
keyboard,
  then attempt to execute the identified set of product functions using 
only the keyboard.
  a. Can the function be executed via the keyboard?
  b. Is the result of performing the function via the keyboard as expected 
or advertised?
  2  Inspect the program documentation.  Note that the identified set of 
functions can be
  invoked from the keyboard.  For applications that have a graphical user 
interface (GUI),
  identify any menu commands that cannot be executed from the keyboard.
  a. Are there documented functions that have no documented keyboard 
equivalent in the
  OS or Application?
  b. Are there commands that require pointing or visual analysis of the 
screen contents?
  Note: Satisfying this requirement does not involve interoperability with 
assistive technology.
 
It would sure be mighty swell if all the features worked as described within 
Remedy, but they seem to have a lot of undocumented exceptions overall.  I try 
to use the following as a best practice:
 - Use Mid-Tier instead of the WUT if at all possible.  Mid-Tier gives you far 
great control of
   not only keyboard accessibility features, but also text to speech, font 
size, etc...
 - Document the features that work consistently, and those that don't.
 - Use the features which work consistently.  Don't use that that do not.
 - Test everything with just a keyboard for input, and a small fuzzy monitor 
for viewing.
 - Write good user-level documentation.
 
One last point that's helped me to remember.  Work with your users.  Find out 
what they need.  Many issues can be addressed better with hardware than 
software.  For instance, a user with poor sight probably can't read a 1024x768 
form on their 15" monitor.  The same user may be able to read that form just 
fine when provided with a 27" monitor, still running at 1024x768.  Recoding the 
same form to work for that user at 480x640 on their 15" monitor would result in 
a lot more work,  smaller overall pixels, and a lot of scrolling.  Multiply 
that work by however many forms that user needs access to.

 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Timothy Powell
Sent: Thursday, October 12, 2006 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Key combination CTRL-SHIFT-END in numeric spinner field crashes 
usertool



** 
I think you'll discover that the 7.0 Patch 2, UT release not only does some 
quite remarkable things related to keyboard navigation..new things that 
Remedy has never been able to do before, but also makes big leaps towards the 
UT being Section 508 compliant. It should make life much easier for our users 
with limited/no sight.
 
Tim

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rick Cook
Sent: Thursday, October 12, 2006 10:12 AM
To: arslist@ARSLIST.ORG

Re: How to manage the Remedy Log Size

[Eric Cleereman (IT)]

Sorry, second to last line of that should have read:
  if exist "%logpath%\%logname%.1" ren "%logpath%\%logname%.1" "%logname%.2"

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Eric Cleereman (IT)
Sent: Wednesday, October 11, 2006 2:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to manage the Remedy Log Size


Hi Christopher,

Under Windows 2000 SP2, I have a shell script which does the following:
  if not exist "%logpath%\%logname%" goto :EOF
  if exist "%logpath%\%logname%.99" del "%logpath%\%logname%.99"
  if exist "%logpath%\%logname%.98" ren "%logpath%\%logname%.98" "%logname%.99"
  ...
  if exist "%logpath%\%logname%.1" ren "%logpath%\%logname%.2" "%logname%.1"
  ren "%logpath%\%logname%" "%logname%.1"  

I schedule the script to run once a night, and have never had any problems with 
it.  Each log maintains all the data it had previously, it's easy to find logs 
from any given date, and Remedy always creates a fresh log each day.  Each 
fresh log starts right where I'd expect, with no extra padding at the top.

This has worked for us since Remedy 5.  Which version of Remedy are you running?

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Christopher Pruitt
Sent: Wednesday, October 11, 2006 2:43 PM
To: arslist@ARSLIST.ORG
Subject: How to manage the Remedy Log Size


Currently we have log files that grow to big. However, we do not what to 
lose previously entered data into those logs. Many times, we are asked to 
research what happened in regards to a data entry made yesterday or three 
days ago, or who ran a large query last Friday, for example.

We have been working on a script to truncate and restart our remedy logs.  
Good news We have done lots of testing.  The bad news is there is no 
clean way to do this without bouncing Remedy.  Here are the two options we 
have tried

1) Copy the current log file to a backup file then empty the log file.  

2) Move the current log file to a backup then create a new log file with 
the original log files name.

Neither work Remedy keeps these log files open and keeps track of 
where the next record should be written.  Given that...

Option 1 does not seem to work because, while it copies the current log 
file to a backup and "empties" the log file, the next record written to 
the log is written where Remedy believes the next record should be 
written.  Therefore, we end up with a file with file with a lot of empty 
space and then a log record.

Option 2 doesn't work because, it does move the file to the backup and 
then creates an empty file, but then since remedy remembers the file 
address and were the next record should be written, it writes the next log 
records to the end of the backup file not to the current log file.

Given that, can anyone recommend a way to do this? We have though of 
trying to us the Maximum Log-File Size option to control the size of our 
logs, however, that does not address the over all issue of making copies 
of the logs for research purposes later on.

Any suggestions?

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Re: How to manage the Remedy Log Size

[Eric Cleereman (IT)]

Hi Christopher,

Under Windows 2000 SP2, I have a shell script which does the following:
  if not exist "%logpath%\%logname%" goto :EOF
  if exist "%logpath%\%logname%.99" del "%logpath%\%logname%.99"
  if exist "%logpath%\%logname%.98" ren "%logpath%\%logname%.98" "%logname%.99"
  ...
  if exist "%logpath%\%logname%.1" ren "%logpath%\%logname%.2" "%logname%.1"
  ren "%logpath%\%logname%" "%logname%.1"  

I schedule the script to run once a night, and have never had any problems with 
it.  Each log maintains all the data it had previously, it's easy to find logs 
from any given date, and Remedy always creates a fresh log each day.  Each 
fresh log starts right where I'd expect, with no extra padding at the top.

This has worked for us since Remedy 5.  Which version of Remedy are you running?

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Christopher Pruitt
Sent: Wednesday, October 11, 2006 2:43 PM
To: arslist@ARSLIST.ORG
Subject: How to manage the Remedy Log Size


Currently we have log files that grow to big. However, we do not what to 
lose previously entered data into those logs. Many times, we are asked to 
research what happened in regards to a data entry made yesterday or three 
days ago, or who ran a large query last Friday, for example.

We have been working on a script to truncate and restart our remedy logs.  
Good news We have done lots of testing.  The bad news is there is no 
clean way to do this without bouncing Remedy.  Here are the two options we 
have tried

1) Copy the current log file to a backup file then empty the log file.  

2) Move the current log file to a backup then create a new log file with 
the original log files name.

Neither work Remedy keeps these log files open and keeps track of 
where the next record should be written.  Given that...

Option 1 does not seem to work because, while it copies the current log 
file to a backup and "empties" the log file, the next record written to 
the log is written where Remedy believes the next record should be 
written.  Therefore, we end up with a file with file with a lot of empty 
space and then a log record.

Option 2 doesn't work because, it does move the file to the backup and 
then creates an empty file, but then since remedy remembers the file 
address and were the next record should be written, it writes the next log 
records to the end of the backup file not to the current log file.

Given that, can anyone recommend a way to do this? We have though of 
trying to us the Maximum Log-File Size option to control the size of our 
logs, however, that does not address the over all issue of making copies 
of the logs for research purposes later on.

Any suggestions?

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Re: Which fields are indexed?

[Eric Cleereman (IT)]

Title: Which fields are indexed?
**



The 
first method worked great.  Thank you Fred.
 
Eric

  -Original Message-From: Action Request System 
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of 
  Grooms, Frederick WSent: Thursday, October 05, 2006 10:37 
  AMTo: arslist@ARSLIST.ORGSubject: Re: Which fields are 
  indexed?** 
  
  You can do a query in the db of the SCHEMA_INDEX 
  table.  It contains the user defined indexes (so remember to add the C1 
  column index).
   
  Alternate method:  Query the USER_INDEXES view of 
  Oracle where TABLE_NAME like 'T%' and INDEX_NAME like 'IT%'  (You may 
  need to add TABLE_OWNER depending on your db setup)
   
  Fred
  
  
  From: Action Request System discussion 
  list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman 
  (IT)Sent: Thursday, October 05, 2006 9:02 AMTo: 
  arslist@ARSLIST.ORGSubject: Which fields are 
  indexed?
  ** 
  
  Hi All, 
  We're running ARS 6.3, Oracle 
  9.  Does anyone know of an easy way to output a list of all indexes on 
  all forms to a CSV file?
  Eric Cleereman 
   
   __20060125___This 
  posting was submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___

Which fields are indexed?

[Eric Cleereman (IT)]

Title: Which fields are indexed?
**






Hi All,


We're running ARS 6.3, Oracle 9.  Does anyone know of an easy way to output a list of all indexes on all forms to a CSV file?

Eric Cleereman




__20060125___This posting was submitted with HTML in it___

Re: Best way to play sounds?

[Eric Cleereman (IT)]

**



This 
can also be done under Mid-Tier, using a _javascript_ to embed the sound on a 
page, button etc...
 
One 
thing to note though, each user who plays a sound must first download the 
sound.  Portions of our WAN are very slow, so while the sound is 
downloading across it, the page over Mid-Tier slows to a crawl.  
If the added bells and whistles (pun intended) are really something which 
your company needs, it works a lot better if you are able to pre-deploy 
 the sounds using Active Directory synchronization, XCelleNet, or anything 
similar.  This allows Remedy to access the sound from a local server, 
rather than across the WAN.
 
Eric 
Cleereman

  -Original Message-From: Action Request System 
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Rick 
  cookSent: Tuesday, October 03, 2006 3:20 PMTo: 
  arslist@ARSLIST.ORGSubject: Re: Best way to play 
  sounds?** 
  
  Well, any AL firing condition can fire any action.  
  So if you wanted to have the client welcome the user when they open a 
  form, for instance, you could have an AL that does a command line call to a 
  .wav file on an accessible server.  If you open your Alert tool, you'll 
  notice that you have that ability within the tool to specify any .wav file as 
  your notification buzzer.
   
  Not sure how that would work with MT - haven't tried 
  it.
   
  Rick 
  
  From: Action Request System discussion 
  list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Covert, 
  JackSent: Tuesday, October 03, 2006 11:47 AMTo: 
  arslist@ARSLIST.ORGSubject: Best way to play 
  sounds?
  ** 
  
  

  
  Hey guys, what’s the best way to 
  play a sound over the user tool?  Over the 
  mid-tier?
   
  ARS 5.1.2, Mid-Tier 
  5.1.2
   
  Gracias!!
   
  Jack__20060125___This 
  posting was submitted with HTML in it___ __20060125___This 
  posting was submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___

Re: How-to have a Mid-Tier Home page different from the Client Home page

[Eric Cleereman (IT)]

Hi Mathieu,

In our organization, we essentially have two sets of apps.  Support Apps, and 
End User Apps.

The Support Apps are a customized version of the HelpDesk app, with tons of 
added fields.  They are intended for anyone in a support role, and are 
primarily accessed through the WUT.  The home page for this lists cases 
available to the tech, quick links useful to them, that sort of thing.  The 
homepage is set for the user when their account is added, and the user has 
insufficient permissions to allow them to change it.

If a tech needs to access the HelpDesk app from offsite using Mid-Tier, they 
connect to http://remedy/support.  A JavaScript then redirects their browser to 
the address for their home page on Mid-Tier.

The End User apps are a very stripped down version of the HelpDesk app, with 
only a handful of fields.  These are intended for end users, and are accessed 
only through Mid-Tier, at http://remedy.  A JavaScript redirects the end user's 
browser to the address for their home page on Mid-Tier.  Their home page lists 
cases the end user or anyone at their location submitted, and provides links to 
update those cases, or submit new ones.

If someone in a support role logs into http://remedy instead of 
http://remedy/support, an active link fires, providing them the correct URL to 
login to, and logging them back out.

I know this doesn't entirely answer your question, but I hope it is of some 
help.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Mathieu Pitre
Sent: Thursday, September 28, 2006 11:48 AM
To: arslist@ARSLIST.ORG
Subject: How-to have a Mid-Tier Home page different from the Client Home
page


Hi all,

ARS6.3
HP-UX 11.11
Oracle 9.2.0.6

I would like to know if it is possible to have one Home page for the users 
who use the Remedy Client and another home page for the Mid-Tier users.

If yes how should I config this because I have not found anything related 
to this. Looks like as soon as you set an Home page it is applicable for 
both the Client environment and the Web environment.

Mathieu Pitre

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Re: Escalations and Filter Guides

[Eric Cleereman (IT)]

Title: Escalations and Filter Guides
**



Hi 
Lisa,
 
One 
way is:
 - Create a form, with a single record.

 - Create a filter tied to a field on that form, which fires 
on modify and calls a filter guide.
 - Create an escalation to 
change that field's value.
 
Eric 
Cleereman

  -Original Message-From: Action Request System 
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of 
  Kemes, LisaSent: Wednesday, September 27, 2006 4:58 
  PMTo: arslist@ARSLIST.ORGSubject: Escalations and Filter 
  Guides** 
  
  Is there anyway to run a Filter Guide 
  from an Escalation?  
  Lisa Kemes 
  Tyco Electronics Remedy Support 100 Amp Drive 
  Harrisburg, PA 17112 717-810-3361 P Please consider your environmental 
  responsibility before printing this e-mail 
  __20060125___This posting was submitted with HTML 
  in it___
__20060125___This posting was submitted with HTML in it___

Re: Remedy support site issues

[Eric Cleereman (IT)]

Title: Remedy support site issues
**



I've 
seen problems with multiple versions of Java when visiting Remedy's support 
site.  I use IE6 SP2, under Windows 2000 or XP, with both JRE 1.5.0_04 and 
JRE 1.5.0_06 on each PC.  On both PCs, I'd had problems accessing Remedy's 
support site.
 
I ended up disabling the APPLET support from 
within the Java Control Panel as follows:  Start, Settings, Control 
Panel, Java, Advanced Tab,  
tag support, Uncheck support for IE.
 
With 
it configured as above, it seems to work fine for both Remedy's support site, 
the Web Services settings of the Admin Tool, and Mid-Tier 
6.3.
 
Eric 
Cleereman

  -Original Message-From: Action Request System 
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Rick 
  cookSent: Tuesday, September 26, 2006 1:56 PMTo: 
  arslist@ARSLIST.ORGSubject: Re: Remedy support site 
  issues** 
  
  I had issues with support on that version as well - I 
  just switched to Firefox and it worked fine.  And that version of the JDK 
  worked fine for me with ARS 6.3 and 7.0.
   
  Rick 
  
  From: Action Request System discussion 
  list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of John 
  HansonSent: Tuesday, September 26, 2006 10:52 AMTo: 
  arslist@ARSLIST.ORGSubject: Remedy support site 
  issues
  ** 
  
  Hello all, I got 
  a new computer recently and along with it got an update to my local Java 
  installation - it is now running 1.4.2_10.  Unfortunately, when I log on 
  the the Remedy support site now, I can't use the download pages, or submit a 
  service request, or use any of the pages that have buttons for searching or 
  submitting or the like.  Can someone let me know what version(s) of Java 
  are compatible with Remedy's site?  Along the same line, we're upgrading 
  our own mid-tier to 6.3, so I need to be sure that it is compatible with that 
  as well.
  Thanks to all! 
  John HansonRemedy Administrator/DeveloperThe Standard1100 SW Sixth AvenuePortland, OR 97204Telephone (971) 
  321-7153[EMAIL PROTECTED] 
  __20060125___This posting was submitted with HTML 
  in it___ __20060125___This posting was submitted with HTML 
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Re: Field ID 60000-60999

[Eric Cleereman (IT)]

Hi Misi,

I believe you need single quotes around user names, and double quotes around 
group names.

The help file from Remedy 6.3 shows the following:
   Defining access to requests at the group level 

   Unlike Submitter and Assignee access, Assignee Group and dynamic
   group access can extend access control on a conditional basis by
   using explicit group and role membership. 

   You can enable the Enable Multiple Assign Groups setting in the
   Server Information window to allow multiple user, group, and role
   names in the Assignee Group field and dynamic fields. To enter
   users Dan O'Connor and Mary Manager, group ID 12000, role ID
   -9000, and role Managers, use the following syntax: 

   'Dan O''Connor';'Mary Manager';12000;-9000;Managers 

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Misi Mladoniczky
Sent: Tuesday, September 26, 2006 8:06 AM
To: arslist@ARSLIST.ORG
Subject: Field ID 6-60999


Hi,

I am trying to implement dynamic group fields with IDs 6-60999.

I have created my field, and can enter a Group or Group ID in the field,
but when I enter a Login Name in the field, I get an error...

"You cannot translate the group name in the Group List or Assignee Group
field. :  "Demo": Mottaget av (ARERR 1592)"

Exerpt from BasicGuide-630 page 111:
"Add workflow that inserts at least one explicit group name or ID, role
name or ID, or user name into Field ID 60001 according to the business
rules at your site. If your configuration settings in the Server
Information window are enabled to allow multiple assignee groups, you can
enter more than one explicit group, role, or user name into Field ID
60001. For sample syntax, see "Defining access to requests at the group
level" on page 105."

Does anyone have concerning this? It seems like a bug.

I have only had time to test on the following platform:
- ARUser630 patch 18
- ARServer630 patch 17 (Windows, SQL Server)

Best Regards - Misi, RRR AB, http://www.rrr.se

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