Re: license keys for 7.1

[Feliciano, Ferdinand, A (Rocky)]

If you upgrade your hardware or changed your NIC then you need to purge.  
License keys are tied to the servers NIC.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jason Tricky
Sent: Friday, June 26, 2009 6:26 AM
To: arslist@ARSLIST.ORG
Subject: license keys for 7.1

**
We are upgrading from 6.3 to 7.1 and just wanted to know if we need to purge 
our 6.3 license keys.  I have upgraded our DEV servers from 6.3 to 7.1 and I 
didn't have to do anything about license keys but our sister company who is 
also doing the same upgrade is telling us that we have to purge the license 
keys everytime we upgrade Remedy.  Is that a correct statement?


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Re: Capture ComputerName and UserName

[Feliciano, Ferdinand, A (Rocky)]

Do an Active Link instead of Filters.  Filters run on the server side.  That's 
why you're getting the server's information.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jason Tricky
Sent: Thursday, March 19, 2009 10:27 AM
To: arslist@ARSLIST.ORG
Subject: Capture ComputerName and UserName

**
I'm trying to capture the computername and windows username using a filter.

I tried using Set Fields = $PROCESS$ %COMSPEC% /c echo %COMPUTERNAME% but I get 
and error -- ARERR [341] Cannot run the requested process

Tried using $PROCESS$ c:\windows\system32\cmd.exe /c hostname and I get the 
Remedy Server information instead of the clients.

Thanks,
Jason


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Re: Results List Drill Down

[Feliciano, Ferdinand, A (Rocky)]

You can disable the drill down on the table field and create an active link to 
execute on Return/Table Dbl-Clk to open it with the specified view.

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Mac Rhoades
Sent: Tuesday, October 14, 2008 6:38 AM
To: arslist@ARSLIST.ORG
Subject: Results List Drill Down

**

I work in an environment with ARS 6.3 and HelpDesk 6.0. The HelpDesk has been 
heavily customized with multiple views for different groups in the company. I 
have seen this before but it has never been an issue until now.

When doing a search in HelpDesk, the Results list comes up depending on the 
criteria of the search. When you select a line in the list with a single click, 
the resulting HelpDesk ticket is displayed using the correct view, again 
depending on what group the customer belongs to. That is all well and good. The 
problem that I have is that if you double-click on a line in the Results list, 
the original view (in this case, the IT HelpDesk view) comes up and not the 
view that the customer should see.

I have looked in the documentation and can find nothing. Where in the Admin 
tool or workflow can I make a change so that I consistently get the correct 
view or can anything be done at all?



Thanks,

Mac Rhoades


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Re: Email Engine will not start -- Failed to load java virtual machine.

[Feliciano, Ferdinand, A (Rocky)]

I had this problem not too long ago and the problem was that the user account 
used to start the email engine got knocked out of the administrator group on 
the server.  Check the user account or the service account used to start the 
service if it's a member of the administrator on the local machine.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Opela, Gary L CTR USAF AFMC 72 CS/SCBAH
Sent: Tuesday, September 09, 2008 6:23 AM
To: arslist@ARSLIST.ORG
Subject: Email Engine will not start -- Failed to load java virtual machine.

**
I'm running java version 1.6.0.7 (java 6 update 7) and remedy version 6.3.

My email engine crashed a few days ago and I cannot get it to come up. I'm 
getting the error:
The Remedy Email Engine service on Local Computer started and then stopped. 
Some services stop automatically if they have no work to do, for example, the 
Performance Logs and Alerts service.

There is a chance that my Email Server User's password expired. Just in case, I 
reset his password in Active Directory and in the AR System Email Mailbox 
Configuration Form. I then tried to restart the email engine, but it was to no 
avail. I have not yet restarted remedy, I'm trying to avoid that.

Still, whenever I try to restart the engine, in the event log, I see the 
following three errors:


Type: Error  Event ID: 4098
The AR System Email Engine service failed to start.

Type: Error  Event ID: 4096
Could not load the Java Virtual Machine

Type: Error   Event ID: 4097
The LoadLibrary function failed for the following reason: The specified module 
could not be found.
.



It sounds like it's having java errors big time. Does anyone have any 
suggestions? I navigated to my email directory and there were two log files, 
stderr and stdout. Neither of them had any relevant information. The 
arerror.log doesn't say anything either.

Thanks,

Gary Opela, Jr.

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Re: AREmail Engine follies

[Feliciano, Ferdinand, A (Rocky)]

We have the same problem where we have to restart the email engine when it 
hangs.  As per Remedy Support I have upgraded to Outlook 2007 and Java and 
still have the same result.  Support advised me to switch to SMTP which is not 
an option for us.  They said that it's a known issue with MAPI.  I am still 
working with Remedy Support in resolving this issue but for the meantime I 
created a workflow to check the email messages on queue and if there are 
messages that are 10mins older it will automatically restart the email engine.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of strauss
Sent: Friday, September 05, 2008 10:22 AM
To: arslist@ARSLIST.ORG
Subject: AREmail Engine follies

We have been seeing the aremail engine hanging every few days
(7.1.00.002 on Win2K3 Ent x64 w java 1.5.0_14 (32-bit) on 12gb RAM x 8
core HP server) ever since we went live in May. With the fall semester,
we have seen outbound mail traffic go up to 1200-1400 messages a day,
and the crashes have increased in frequency. When the mail service
crashes, it hangs in a state where there are over 1200 handles open,
compared to where it usually sits below 1000 and runs up to 1300-1380
when actually processing messages. Trying to stop it from the Services
MMC results in a long wait while it tries to do so (it is hung, not
dead), followed by a timeout error; then you can manually restart it.

Support told us to upgrade the Outlook client from 2003 Sp1 to 2007,
which we needed to do anyway since the mail box underneath it is
switching over from Exchange 2000 to 2007.  That resulted in the service
hanging almost hourly during the business day instead of once every day
or two.  Most of the time when it hangs there is nothing in the
stderr.log at all, but with Outlook 2007 it writes a 14kb detailed
Exception Access Violation HotSpot Virtual Machine error log
(hs_err_pid.log) in the \Outlook12 directory (if it was doing this
in the Outlook 11 directory we never saw it).  If you log into the
server console after one of these events has happened, you get a
deferred warning that the javaservice failed; clicking on the details
gets you this:

szAppName : aremaild.exe szAppVer : 1.1.0.0 szModName :
EMSMDB32.DLL
szModVer : 12.0.4518.1014 offset : 000145b4

or...

szAppName : aremaild.exe szAppVer : 1.1.0.0 szModName :
ntdll.dll
szModVer : 5.2.3790.3959 offset : 0005ec97

In the event log you usually get:

12:49 PM: Faulting application aremaild.exe, version 1.1.0.0, faulting
module ntdll.dll, version 5.2.3790.3959, fault address 0x0005ec97.
 1:00 PM: Reporting queued error: faulting application aremaild.exe,
version 1.1.0.0, faulting module ntdll.dll, version 5.2.3790.3959, fault
address 0x0005ec97.
 1:02 PM: Fault bucket 911867558.

Last night I updated Outlook 2007 to Sp1 (it is still pointing at a 2000
server mailbox), and added the line
"External-Authentication-Return-Data-Capabilities: 31" to the ar.cfg and
restarted the server. The email engine had been doing extensive lookups
against our LDAP server for all kinds of notification information that
isn't stored there, that is already in the User form, as evidenced in
the arplugin.log, and since most of the service hangs occur during the
processing of a group notification to 8-10 users in a single group, I
thought that the delay imposed as it tried to fruitlessly look up data
in LDAP might be causing the problem.  As it turns out, that was not the
problem - the service has now hung six times in four hours with
hs_err_pid.log files, and appears to have restarted on its own a
couple-three times, after which it does not always process mail. Several
times when I have restarted the service, it has not even cleared a
backlog of 50-100 messages before hanging again.

Support has not been much help here, as we have had not one but two
issues open since mid-June (they closed one issue in error and had to
open another), so I wondered if anyone else had run into this severe a
problem and found a solution that worked.  I am at the point of writing
batch files and scheduling them to do a net stop (and wait for the hung
service to release) followed by a net start every 15 minutes or so, and
I have had to tell the entire IT staff here this morning that they
cannot count on any of the email notifications to arrive in a timely
manner.

Why didn't they keep this engine in C, where it was rock solid for
YEARS!???

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

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Re: Spell Checker - error on message on normal.dot

[Feliciano, Ferdinand, A (Rocky)]

Not sure if this is relevant but you can check this KB from microsoft - 
http://support.microsoft.com/kb/291352

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Jason Tricky
Sent: Thursday, July 17, 2008 8:08 AM
To: arslist@ARSLIST.ORG
Subject: Spell Checker - error on message on normal.dot

**
I added the spell checker OLE active link for our worklog and it works but to 
some users a message box from microsoft word would popup after the spell check 
and the error is - This file is in use by another application or user 
(C:\Documents and Settings\...\Normal.dot) This only comes up when Outlook is 
open when they do a spell check on remedy.  Does anybody here on the list who 
have used the spell checker (WORD OLE active link) and seen this problem 
before?  One of our software guys had experienced this but with another 
application and he had to add 'Application.NormalTemplate.Saved = True' to 
resolved it... Not sure how to put that on the OLE active link... Please advise

Thanks,
Jason


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Re: Remedy on a Blackberry

[Feliciano, Ferdinand, A (Rocky)]

Check this out http://www.aeroprise.com/
We are not using Aeroprise but they had a presentation here a while back and I 
just happened to remember the name.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Gary Opela (Corporate)
Sent: Thursday, May 29, 2008 6:06 AM
To: arslist@ARSLIST.ORG
Subject: Remedy on a Blackberry

**
I've never worked with a Blackberry before, but have had a question of if an 
interface designed for a blackberry could be done in Remedy.

Does a Blackberry have IE on it? If so, can you just design a smaller, more 
condensed view for it? Is it really that simple?

Thanks,

Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
http://www.5pointleader.com
http://www.lcibest.com
Best Product, Best People, Best PriceTM
An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

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Re: Field 112 control in ITSM 7

[Feliciano, Ferdinand, A (Rocky)]

Create a workflow on modify that will set the value of field 112 to $group1$ + 
$group2$ + $group3$.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of strauss
Sent: Tuesday, May 13, 2008 1:19 PM
To: arslist@ARSLIST.ORG
Subject: Field 112 control in ITSM 7

It has become evident that the ITSM 7 application does not, in fact,
implement multi-tenancy properly, only a faint shadow of it.  We had
been led to believe in all of our discussions with engineers at two
different UserWorlds (and had not been able to disprove it in testing)
that the permissions of an Incident would be modified to reflect the
customer, current owner, and current assigned group throughout the life
cycle of the request.  This is not, in fact, what is taking place, OOTB,
at least not once you have patched through 007.  The only permissions
being posted to the incident are those of the customer - one group id in
field 112.

Has anyone had to supplement the ITSM 7 application with workflow that
dynamically and explicitly adds group information to field 112 for the
assigned support group and the owner group, and removes it as the
incident changes assignment/ownership?  If not, I guess I will be
inventing it from scratch - this HAS to work.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

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Re: Remedy 6.3 and MSSQL 2005....

[Feliciano, Ferdinand, A (Rocky)]

We're using SQL 2005 on ARSystem 6.3.

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Richard Copits
Sent: Monday, May 05, 2008 8:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 6.3 and MSSQL 2005

**
ThanksI did see in the matrix that 2000 is the "supported" version, but
wondered if anyone else was using 2005. Thanks for the feedback to all
who replied!

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rick Cook
Sent: Monday, May 05, 2008 11:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 6.3 and MSSQL 2005

** Yeah, it may be one of those things where you have to choose SQL 2000 on the 
install script and then change it later.  But then again, it may not.

As with all things, BMC will attempt to provide some support to this 
technically unsupported combination up to the point where it appears that the 
combination is the issue, at which time you've got the ball again.  Official 
support just means they've tested it thoroughly.  Other combinations may work, 
as Roger said.

Rick
On Mon, May 5, 2008 at 8:00 AM, Nall, Roger <[EMAIL PROTECTED]> wrote:
**

According to the compatibility matrix the answer is no. However it could be one 
of those unsupported things.



Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richard 
Copits
Sent: Monday, May 05, 2008 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Remedy 6.3 and MSSQL 2005



We have Remedy 6.3 on SQL2000. We're looking at moving to 7.x with

SQL2005, but in the meantime our management has asked if 6.3 will

run with SQL2005. We were able to do a backup from SQL2000 and a

restore of the data to SQL2005 and it all seemed to work. Can 6.3

actually run OK under SQL2005?  Thanks.


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Re: Administrative Access

[Feliciano, Ferdinand, A (Rocky)]

Have you tried using the ARCACHE tool?  I remember using this to create a temp 
admin account on our dev server once before when I accidentally delete the Demo 
account without creating another admin account first.  If you can login to the 
server just run from the directory where ARSystem is installed(C:\Program 
Files\AR System).  Type this from the command line :
arcache -Ua -e 099 -lw 1 -n"TempAdmin" -p"" -s  -g "1;" 
-d  -This works on Remedy 6.3

Thanks,
Rocky


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kathy Morris
Sent: Monday, April 28, 2008 1:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Administrative Access

**
Hi,

I do not need the development server to just to create a Crystal Report.
I need the development server to see the forms/ the fields to build the logic 
to create the algorithms to create the Crystal Report.  When linking did not 
work, I have even need to create "join" forms to bring the data together.


In a message dated 4/28/2008 1:43:12 P.M. Pacific Daylight Time, [EMAIL 
PROTECTED] writes:
**
Hi Kathy,

You don't really need the development server to create a Crystal Report.  Are 
you looking to add the Crystal report to a report form in Remedy?  Another 
option would be to use the production server, certainly not an ideal situation. 
 Give your manager the option of how they want you to execute your work.  
Sounds like a little power hoarding going on.

Let us know how it goes.

Susan
On Mon, Apr 28, 2008 at 3:17 PM, Rick Cook <[EMAIL PROTECTED]> wrote:
** Absolutely.  If other guy doesn't know Remedy, and you do, he'll just have 
to trust in your expertise, or explain to higher-ups why he won't.

Rick

On Mon, Apr 28, 2008 at 1:05 PM, Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL 
PROTECTED]> wrote:
This is kind of like hiring a guy to paint your bedroom but not letting
him inside your house.

I would elevate the issue if the guy won't cooperate.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy 
Morris
Sent: Monday, April 28, 2008 3:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Administrative Access

**
I am referring to AR System admin privileges NOT OS Level priveleges

In a message dated 4/28/2008 12:59:57 P.M. Pacific Daylight Time,
[EMAIL PROTECTED] writes:

   **
   Kathy,

   Are you referring to AR System admin privileges within the
development server or admin privileges at the OS level?

   Dave



   From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy 
Morris
   Sent: Monday, April 28, 2008 3:56 PM
   To: arslist@ARSLIST.ORG
   Subject: Re: Administrative Access

   **
   This person doesn't even know Remedy at all.

   In a message dated 4/28/2008 12:53:06 P.M. Pacific Daylight
Time, [EMAIL PROTECTED] writes:

   ** Well, if one is a developer, and one is prevented
from using the development tool, it would be complete one's assigned
task, I would think.  Perhaps if you asked this other person to show you
how it can be done in the absence of admin access, that should clear it
up one way or another.

   Rick


   On Mon, Apr 28, 2008 at 12:44 PM, Kathy Morris
<[EMAIL PROTECTED]> wrote:

   **
   User with administrative access.

   In a message dated 4/28/2008 12:43:55 P.M.
Pacific Daylight Time, [EMAIL PROTECTED] writes:

   ** Are you talking about a user with
administrative access into Remedy, or to the server itself?

   Rick

   On Mon, Apr 28, 2008 at 12:35 PM, Kathy
Morris <[EMAIL PROTECTED]> wrote:

   **

   Hi All,

   I am trying to integration
Crystal XI with Remedy - the person I work with is giving me a hard time
about Administrative access to the DEVELOPMENT Server.  I don't believe
that I can build the algorithms, and integrate Remedy with Crystal
without this access.  Is there some way this can be done - its a
development server.  I am a Remedy Developer - never experienced not
having access to dev.


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Re: Looking for a hard coded IP in Remedy

[Feliciano, Ferdinand, A (Rocky)]

The licenses are tied with your NIC or MAC address on your server not the IP.


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Steve M
Sent: Wednesday, April 23, 2008 8:49 AM
To: arslist@ARSLIST.ORG
Subject: Looking for a hard coded IP in Remedy

List,

It was attempted to move our production server (ARS 4.5.2 Patch 1277) to
a new building last week (while I was away at a Remedy training class).
The move required the server (Win 2003 Server SP2) to get a new IP,
change the default gateway. Upon making these changes and rebooting the
server, when they attempted to run Remedy they got the message that
indicates an initial install with no licenses added. They tried various
things to get it working again, including purging our license keys and
getting new ones. Nothing worked, so they moved it back and re-applied
the old IP.

So, now I'm trying to find out what happened so that we can get the
server moved to the new building. What I need to do is find out if the
IP is hard coded in Remedy anywhere? I turned on all of the logging in
both the Admin Tool and the User Tool, but didn't find the IP in any of
the logs. Is there anywhere else I should look for a hard coded IP?

BTW, there is no entry in the host file other than for localhost.

Thanks in advance for your assistance.

Steve Michadick
Remedy Engineer
Marine Corps Network Operations and Security Center (MCNOSC)
Phone: 703-784-5300

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