Crystal Server Licenses
Can anyone provide some insight into how many Crystal Server 2013 licenses are required for an ITSM installation? We know that we need to buy CAL licenses but cannot figure out whether we can run just one license for all our users. Or, is it like Remedy and floating tokens, and we need a certain minimum. Thank you Frank Caruso -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: Can we call shell script on remote server via AL run process command?
Have you tried turning on Active Link logging? It may show you whats wrong. Also, what I look to do in situations like this is take the task back to simple steps. Forget about the remote call to the server. Just create a simple batch file that creates a text file in the calling directory. Something like this: echo Hello World > test.txt. That way you can figure out more clearly where your program is not working. Also, this type of logic is better suited for filters than active links. What will happen if your active link does run and calls the remote program but then a filter runs that stops the submit/modify process for whatever reason. Your ALink will then run again which may pose a problem. HTH Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: 9.1 Upgrade Change HostID
Re-licensing the server does fix the issue so there is a simple solution. But I agree with your statement about the difference in how Java vs C is returning/validating the MAC address. Again, we have been fine with the same license keys for 2+ years. Appreciate all of the feedback! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: 9.1 Upgrade Change HostID
I am not ware of the MAC address being hard coded. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: 9.1 Upgrade Change HostID
I understand the MAC "could" change but the history of this server is that it has had the same license key (therefore MAC) for the last two years. It was only when the ARS 9.1 upgrade was run did the hostid change. When I checked BMCs web site I can find the original license key and host id and the hostid is different from what is being shown on the Add/Remove license screen. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
9.1 Upgrade Change HostID
We are in the process of upgrading our ITSM 81.02 environment to ITSM 9.1. After the ARS portion of the upgrade we are noticing that the HostID used for licensing changes. This is an upgrade in place and some for the servers have been around for more 2 years with the same license key. The arerror.log file has the following entry after ARS is upgraded and the server is restarted: Thu Sep 01 08:48:54.978 2016 Action Request System(R) Server (x64) Version 9.1.00.001 201606141104 (c) Copyright 1991-2016 BMC Software, Inc. Thu Sep 01 08:48:58.552 2016 Thu Sep 01 08:48:58.552 2016 Loading AR System objects information... Thu Sep 01 08:50:54.088 2016 success Thu Sep 01 08:50:54.603 2016 390600 : The server identifier has changed but the current "AR Server" license key will still be honored. (ARNOTE 9827) Old Host ID: 005056937825, Current Host ID: 0050569361AF BMC assures me that nothing has changed with 9.1 in how it gets the HostID yet on three server upgrades the same thing has happened? Anyone else experience this or have an explanation on why this might be happening? TIA Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Not able to search the recently published Knowledge Articles...
Can the RKM admin search/find the articles? If so then it sounds like a permission/visibility issue with the new articles. If RKM admin cannot search/find articles then look at server FTS logs. You might try reindexing just the RKM articles or unpublish the new articles and the republish them which should trigger FTS. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Tomcat and Security Manager Option
We are being asked to utilize the Security Manager option in Tomcat (1.7). I found some articles that talk about configuring this feature but not specifically for Remedy. I tried a few different configurations but each time either Tomcat does not start or Remedy does not work. It could be Remedy does not support his option. Wondering if anyone has experience configuring this option and can provide some guidance. TIA Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Alternative ARS Installs
Your suggestion worked. Using Virtual Box, Oracle Developer prebuilt VM (Oracle 11g) I installed the following: yum compat-libstdc++-33-3.2.3-72.el7.i686 yum install libstdc++-devel.i686 I then performed an ldd on arcache and all lib references resolved. Thanks again! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Alternative ARS Installs
I've tried using Vbox with both Oracle Linux w/Oracle Ex and Centos with Oracle
Ex and both times the ARS install has failed, in the same place. The install
screens appear and the database tables get built out but when it comes to the
point where it creates the Demo user and starts importing the sample data it
fails:
(Jan 18 2016 11:21:01.745 AM
-0500),INFO,com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerRuleEngineInstallerExecutorTask,
PROGRESS EVENT
{Description=[arserver.ruleengineexecutor.installer.description],Progress=[32],Detail=[Importing
application passwords..]}
(Jan 18 2016 11:21:01.750 AM
-0500),INFO,com.bmc.smbu.install.common.rule.engine.rik.RIKUtilJava,
LOG EVENT {Description=[Executing RIKJ command = SET_SERVER_INFO -B true -s 0
-C true -t 5100 -u Action Request Installer Account -v ** -x
localhost.localdomain -l /opt/bmc/ARSystem -L true -n ARServer-RIK_PostInstall
-o 151 ]}
(Jan 18 2016 11:21:01.792 AM
-0500),SEVERE,com.bmc.smbu.install.common.rule.engine.rik.RIKUtilJava,
THROWABLE EVENT {Description=[Error from RIKJ command ],Detail=[Your login
failed, but connected as a guest user.]},
Throwable=[com.bmc.arsys.rik.RIKException: Your login failed, but connected
as a guest user.
I've tried the install a few times to ensure I did not enter bad info but it
fails each time.
Did you guys run into the same thing? Maybe this is a ARS 9 issue?
TIA
Frank
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"
Alternative ARS Installs
Looking for success stories on installing ARS 9 in environments not quite supported by BMC. The installs will be done for testing/sandbox type environments, not for production use The goal being to run more open source/free databases and OS's. I stumbled across Oracles Virtual Box and their prebuilt Oracle environments that looked like a great solution but ARS install fails. I was able to use Oracle VB using Windows Server 2008 and SQL Server as well as Windows Server 2008 and Oracle Express but those are not exactly free solutions. Installing midtier has not been issue and I have been able to get that to run on several platforms including my Mac Mini (Debian). Anyone else had success running ARS on unsupported platforms? Thank you Frank. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Stop Notifications By Support Group
ITSM 8.1.02 Is there a way to stop certain notifications by support group without doing any development? We have one group with a large number of members that gets a huge amount of Ownership assignment and Resolution email. We know we can turn it off at the user level but there are so many users and membership in the group changes often. Would be nice to be able to do this for the entire group. Thoughts? TIA Frank Caruso Acuity, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Stop Notifications By Support Group
That would work but the email engine will still have to send a huge amount of email. We're talking 10,000+ per day just for that group. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Stop Notifications By Support Group
Each time an incidents is created each member of the support is notified because they are set as the Owner group. Same for the resolution of those incidents. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Stop Notifications By Support Group
That would be perfect if we wanted to stop ALL notifications but we only want to stop Ownership assignment and Ownership Resolution. Thank you Roger. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Stop Notifications By Support Group
Again, that would turn it off for ALL support groups. Thanks for the reply. What I did find, and maybe Roger was eluding to this, is that you can create NTE:CFG-Notification Events records for a single support group. I created a new Ownership Assignment event at the System level for the Incident module. I set the sort order to 100 and Individual and Group notifications to No. I also change the sort of the OOTB System Incident Ownership Assign event to 0; leaving the sort at NULL forced it be the first record found. With the new record in place the system no longer sends Ownership Assignment notifications to the one support group. All other groups continue to get the notifications. Unfortunately this is only for Incident Ownership Assignment. The good folks at BMC did not code the system the same way for Ownership Resolution :) Now digging through code to see what it will take to get it working for Ownership Resolution. Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Legacy Java API code
Try here: https://rrr.se/cgi/index?pg=arapi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ITSM 8.1 Tomcat Load Issue
Anyone else willing to share their Tomcat settings for ITSM 7.64 and above? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ITSM 8.1 Tomcat Load Issue
Windows 2008 VM, Tomcat, 8 GIG, 2 Dual CPUs. Using OOTB Tomcat configuration: 300 threads, 50 min. Use the BMC Remedy Midtier Tuning Guide for all settings. Running some basic load tests but keep running into thread contention issues (that is what I am calling it). The load tool is simulating 200 users doing basic queries, loading consoles, opening SRM. Each users logs in every 20 seconds. No creates or updates. The server handles the first 100 people without much issue. But soon after that performance gets much slower to the point where it could take a minute for a simple refresh to complete. The CPU and memory on the web server are fine. The number of threads though has maxed out at 300 and all are busy. I am using the Tomcat Manager application and it lists all of the threads n Stage P (Processing). Not that familiar with analyzing threads but if all of the threads are busy it would sound as thought the web server is overloaded but based on BMCs recommendation the server should be able to handle upwards of 300 users. I changed the max thread could to 400 and ran the same load but the results were the same; after about 120 users all threads had been instantiated and all were constantly showing as P (processing). This could be a load testing tool issue (we are using Rational Performance Tester) or maybe we have some incorrect settings. Thoughts? Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ITSM 8.1 Tomcat Load Issue
Heh Carl, GC has been tuned and we are not seeing pauses because of garbage collection. The issue appears to be with the number of Tomcat threads. Can you tell me what your thread min and max settings are? Thank yu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Adding the VIP to the Incident Management Console
I added the VIP field to the WatchList form and was then able to select it from the Incident Console table field. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Rearrange Fields on RKM:HowToTemplate
Trying to rearrange the order of fields on the RKM:HowToTemplate form. Renamed the Technical Notes field to Environment and now want the Environment field to be under the Question field. Although the changes are correct in the Developer tool the mditier will not show the new order. We have tried everything (I mean everything!) to get the midtier to show the new order but nothing works. The midtier does show the new Label. I can also make the field width less or more and that picks up but not changing the position. Sent the DEF file to BMC and then also could not get it to work. I think it has something to do with the fact the fields are on a Panel and the Panel uses Flow as the Layout Style. Any thoughts? Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Enable Life Span in 8.1 MidTier
Trying to understand why I would use the Enable Lifespan option in 8.1 Midtier? We have a LB between the MidTier and ARS (there are two ARS servers). The LB is not sticky and that is what we want: each MT will bounce between each of the ARS servers. I also know we can add a new ARS server, put the IP in the LB pool and the MT will start using it. Perfect. What would setting Enable Lifespan provide or why would BMC provide this feature? TIA Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: RKM 7.5 to 8 Article Conversion
Not feeling the love from the LIST. Nobody has run into the issue I have described? Thanks Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Last login time for a user
There is the License Tracking feature (Configuration tab of Server Information). This will create entries in the AR system Historical Licensing and AR System Current License Usage forms which could be used to track login times. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Reporting question
Not sure if this helps but you can create Advanced searches which do prompt for parameters. In the advanced bar you can type the following: 'Submit Date' = $Enter Start Date$ and 'Submit Date' = $End Date$ When you run this a dialog box will appear asking for the dates. After the query is run you can then save the Search. The next time you run it the parameter dialog will appear. HTH Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
RKM 7.5 to 8 Article Conversion
Migrating articles from 7.5 to 8.1. The 75 articles are OOTB with no customizations. However, there is a field in 75 called Environment that does not get converted using the 8.1 Article Conversion tool; other data looks good. Im sure there must be others out there who have done this but cannot find a document that provides that actual solution. BMC docs are vague. Any help is appreciated. Thank you Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SOLVED: ITSM 764 Upgrade Port Issue
The issue was with the ARSystemInstalledConfiguration.xml file in the ARSystem folder. Somehow it was corrupted. I copied the file from another server and updated a few of the server references and the installer finally worked. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ITSM 764 Upgrade Port Issue
The upgrade is from ITSM 764 sp2 to 8.1.02. The first stage is running the ARS portion to get to 8.1.02. This is what does not work. The only options I ever see during the install is whether I am doing an Install or Upgrade, the ARS path and whether to update ARS and Midtier. I never tell it anything else. The next screen I see tells me the ports 5001 and 5002 are in use and the install cannot continue. But we are doing an upgrade and running on ports 5001 and 5002. The only way I can get the installer to move beyond this point is to change back to Port Mapper and run on TCD 0 and Plugin port 0. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ITSM 764 Upgrade Port Issue
RHEL 5, ITSM 764 sp2, Oracle, Weblogic Attempting to upgrade an ITSM 764 sp2 install to 8.1.02 but when I run the ARS installer it gives me errors about TCD and plugin ports in use. It appears is though it thinks I am trying to install another copy of ARS on the same server. The current set up we have is not using port mapper and running TCD on 5001 and Plugin Port on 5002. Anyone experienced this type of an issue? Thanks Frank C. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
FTS and Temp Tables
ITSM 764 sp2, Oracle, Linux While copying our production database to development I noticed a huge difference in the number of tables. Running the following SQL select count(*) from user_tables I found there were over 7000 in production but our development server had about 5000. After doing some digging I found the difference to be in the temp tables that FTS creates, but never deletes. These all start with AR[number]CHAR[ThreadPID]. According to BMC support the system should delete them when ARS services are stopped but this is not the case, at least for 764 sp2. Support said that we can delete them at any time with impacting the application. Anybody else dealing with these temp tables? Thank you Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Developer Tool Crashing
Not seeing a lot of discussion on the list about this but others must be impacted. For that last few weeks the developer tool has been crashing intermittently. Ive tried all the way up to 8.1 sp2 but no luck. There is a BMC KA on this issue but the solutions do not help. We cannot back out the Windows Security patch that is supposedly causing the issue. The tool has crashed a dozen times today so it is almost impossible to do any development. Does anybody have any more information on a fix for this issue? Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Hude Login ID Conversion
ITSM 764 sp2, Oracle, Weblogic We have been asked to determine the difficulty/feasibility in converting all Login IDs and Corporate IDs to new values. The unique values currently used must be eliminated from every field in the application: Submitter, Last Modified By, contained within a notes/description field and all custom forms. We have over 1 million HPD records and millions of other ancillary tables; audit, work log, assignments, searches, etc. I looked at the Data Wizard Console (DWC) and it does allow Login IDs to be changed; it appears to search across 408 tables in ITSM. But it does not handle corporate id, can only be run for a single ID, does not search inside text fields and does not handle custom forms. It also looks like a process that will take a very long time to run. Looking for any thoughts on performing such a task; maybe some tricks other have come up? Thank you. Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Tracking Detailed Outage/Maintenance Time
I was thinking of using that same area of the system; makes sense to keep time tracking in the same part of the system. I also was thinking of using a separate form for the new data so as not to break any existing ITSM workflow. Thanks for the input. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SAML Integration
We used JSS-SSO for single sign via Kerberos and it is working vey well. I believe the product offers SAML integration as well as several other possibilities. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Tracking Detailed Outage/Maintenance Time
ITSM 764 sp2 End users want to be able to track detailed time on work spent resolving issues. What ITSM provides OOTB on the incident form does not work as it does not allow users to categorize time spent on items such as travel, waiting for parts, diagnosis, weather delays, etc. They would like to track this for scheduled and unscheduled events against assets. I know there is an outage tab on each asset form and I could add a way to add work line items to track time details. I could also see adding a similar feature to the incident/work order form where users could detail time spent on a request. Anyone have thoughts on how/where to handle this type of request? Maybe there is something else in ITSM that would allow this type of time detail to be tracked? Thank you Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
JSS-SSO and Weblogic
ITSM 764 sp2. Weblogic 10.3, RHEL Can anyone share their experience using the JSS-SSO plugin under Weblogic? The product is installed in our development environment and is working perfectly; configuration was minimal and support has been very good. We are utilizing Windows Authentication with Kerberos only. One area of concern is the need to change the default Weblogic cookie name JSESSIONID; we changed it to REMEDYSESSIONID. ITSM appears to be working fine after the change. Any feedback would be appreciated. Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: error while opening Configuration Tool 7.6.04 SP4 IIS-Tomcat
Check the URL you are using. It should be something like: http://webserver/arsys or http://webserver:8080/arsys or http://webserver:8080/midtier ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: AR System 8.1 on AIX
We are working through the same issue RHEL/Oracle. 8.1.01.001 says it contains server updates but the installer says its only for midtier. Back and force a bunch of times with support but still no solution. Actually, more confused then when I started. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Incident Template Authorization
ITSM 764 sp2 Has anyone created/found a work around for having to author Incident templates at the support group level? Just checked version 8.1 and it is the same there. Would like to be able to create templates and author them at the organization level. Thank you Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: DMT not working, showing as In Progress.
Open form DLD:ThreadManager and delete all of the records. I think there is KB on the BMC support site about this issue. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
BIRT Viewer Separate From Remedy
We are looking to deploy the BIRT Viewer on a server separate from Remedy. I have installed the BIRT viewer and added the three com.bmc.arsys jars to the lib folder. I also added the ojdb14.jar so that we can report directly against Oracle. The viewer is working fine for Oracle reports but not for Remedy reports. Although we use the same three JAR files when building the reports, and the reports we build work fine from Remedy web, the BIRT viewer errors out. Has anyone accomplished this? Thank you. Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
BIRT Viewer Outside of Remedy
Has anyone tried using the stand alone BIRT Viewer with the BMC Remedy drivers? I can get the BIRT viewer installed and working with an Oracle connection. I have placed the three BMC runtime drivers in the correct LIB folder but no luck. Thank you Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Caught Exception issue...
We installed hotfix 8.1.00 201402031033 Hotfix (sp2) on our 8.1 sp2 Weblogic build the other night to help fix some of the NULL pointer and caught exception errors. At this time it appears the hot fix may have corrected some of these issues as the number of users reporting the issue has dropped off. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Caught Exception issue... (Mid Tier 8.1 Hotfixes)
We are currently running on Weblogic 10.5 with ARS 764 sp2, Midtier Version 8.1.00 201310040425 Hotfix. We are also having the same issue. BMC has said that the latest hot fix solves a lot of the issues. We have applied it to our dev server but we could never reproduce the error in that env. so I am not sure if it fixes anything. My understand some caching logic was changed: The logic was changed so that if a problem is detected, then the error is still displayed but nothing is stored to memory. Thus the next time the object is requested, Midtier will try to cache it again... hopefully more successful the second time.In addition, the error should give a date/time stamp of the error in the midtier log for further investigation. 1. I also see a change in the font 2. The midtier/cache structure has changed 3. There were several new files in the release. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Caught Exception issue...
We are also dealing with this issue. We are running ARS 764 sp2 with Midtier 8.1sp2 (Weblogic) on IE10. Some users get the error on a daily basis and others never receive it. If we being down Weblogic and manually remove the cache files (and viewstats) it helps for a few days. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
List Tickets That Have Been Reopened
ITSM 764 sp2 Is there way to query for Incidents that have been reopened? I can get the list of Incidents that have been reopened and are currently still unresolved but need to be able to get all tickets, regardless of current status, that have been reopened. Thank you Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Caught exception :Object doesn't support property or method 'getProxyGlobalFields
ITSM 764sp2 ARS 764sp2 Midtier 8.1sp2 HOTFIX Weblogic 10.3 Linux We are battling this same issue. Caught exceptions, NULL pointers... The user are flushing their Midtier cache and we are starting to flush the server caches every few days. This all happened when we went to IE 10. This was required by our organization. We found so many issues with midtier 764 sp2 on IE 10 that we had to upgrade (was recommended by BMC). BMC is asking for Fiddler logs when the user has the issue which is almost impossible to obtain; Fiddler is not on every desktop. BMC is telling us that we will have to upgrade to ARS 764 sp5 in order to get more assistance but based on this thread it sounds like that introduces worse issues. Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Missing Fields in SRM
ITSM 764 Sp2, ARS 764 sp2 Weblogic with midtier 8.1sp2 Oracle, Linux We had to upgrade our midtier to 8.1sp2 because of the IE10 rollout within or org. We are now seeing menu fields are no longer appearing in SRM. The question is on the screen but the field with the menu does not appear. Also, the required by date (field at the top of every SRD) no longer auto populates. We have also tried version 8.1 on Windows Tomcat and have the same issue; menu fields no longer appear. Anybody else seen this issue? Thank you Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Stop/Decrease Email Logging
The solution was to get the 764 sp4 emaildaeon.jar file from BMC. After installing that and restarting the email engine the errors stopped. Thank you everyone for your input. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Stop/Decrease Email Logging
A similar line is already in that file: com.bmc.arsys.emaildaemon.level=SEVERE Will do that same thing? Also, I know there are lots of other Java processes running. Would they be impacted by this change? Here is a sample of the messages, of which there 1000s: Successfully connected at Dec 13, 2013 8:18:31 AM javax.mail.MessagingException: Could not connect to SMTP host: amailserver port: 25, response: 421 at com.sun.mail.smtp.SMTPTransport.openServer(SMTPTransport.java:1270) at com.sun.mail.smtp.SMTPTransport.protocolConnect(SMTPTransport.java:370) at javax.mail.Service.connect(Service.java:275) at com.bmc.arsys.emaildaemon.MBConnection.openTransport(MBConnection.java:243) at com.bmc.arsys.emaildaemon.MBConnection.init(MBConnection.java:69) at com.bmc.arsys.emaildaemon.MBConnectionPool.createPool(MBConnectionPool.java:167) at com.bmc.arsys.emaildaemon.MBConnectionPool.refreshPool(MBConnectionPool.java:147) at com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:166) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:302) at java.lang.Thread.run(Thread.java:662) javax.mail.MessagingException: Could not connect to SMTP host: amailserver port: 25, response: 421 at com.sun.mail.smtp.SMTPTransport.openServer(SMTPTransport.java:1270) at com.sun.mail.smtp.SMTPTransport.protocolConnect(SMTPTransport.java:370) at javax.mail.Service.connect(Service.java:275) at com.bmc.arsys.emaildaemon.MBConnection.openTransport(MBConnection.java:243) at com.bmc.arsys.emaildaemon.MBConnection.init(MBConnection.java:69) at com.bmc.arsys.emaildaemon.MBConnectionPool.createPool(MBConnectionPool.java:167) at com.bmc.arsys.emaildaemon.MBConnectionPool.refreshPool(MBConnectionPool.java:147) at com.bmc.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:371) at com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:184) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:302) at java.lang.Thread.run(Thread.java:662) Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Stop/Decrease Email Logging
ITSM 764 sp2 ARS 764 sp2 We are having an issue where sometimes the email engine cannot connect to the mailhost to send mail. It appears to be an issue on the mail server were there are too many connections. When this happen the email engine will send thousands of errors to the server log file and the AR System EMail Error Log form. Today alone we have added 50,000 entries but have only sent a few hundred emails. Since I did notice this happening there are now over 1 million error records in the form. Anybody have any thoughts on how to decrease the number of error messages that get created? Any thoughts on why SO many errors get generated? Thank you. Frank. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Customer call Back Tracking
ITSM 764 We are getting a lot of requests from end users to add more Pending Status Reasons specifically to handle calling a customer back. OOTB there is one called Client Action Required which I think we be sufficient but we are being asked to add First Notification, Second Notification and Third Notification, and I'm sure not long from now we will get hit with Fourth, Fifth, etc. If this were a straight SQL menu field I might not have an issue adding the values but this a developer change which requires a Midtier cache flush. Anybody have any suggestions on how to track customer call backs using functionality provided in ITSM 764? Thank you Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Create incident using incident template and incident interface form
Turn on filter logging and see what data elements in the HPD:IncidentCreate form Remedy is not happy with. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC ITSM 7.6.04 SP2 and Mid-Tier 8.1?
We are running ITSM 764sp2, ARS 764sp2 and just upgrade to Midtier 8.1sp2 hot fix. Weblogic 10; everything is RHEL 64bit - Performance has been better. - Issues with SRM not showing fields with menus - still researching with BMC. - Before applying hotfix table columns could not be resized or rearranged. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Session Timeout MidTier 8.1sp2
ITSM 764 sp2 ARS 764 sp2 Midtier 8.1sp2 Weblogic 10 IE10 Trying to search arslist but it keeps timing out. We are having an issue where users are getting the Session Timeout error. We have checked all of the load balancers and everything appears to be correct. We this happens after a long period of time. Users are currently in and have been for about 15 hours. Two days ago we reset everything and the users were able to stay connected for about 20 hours and then many of them started getting kicked out and could not get back in. After some time the issue clears up and users are back in. We have a 20 minute timeout in the mdidtier for security reasons. Environment: Two load balancers. The LB in from of the 4 weblogic server's is sticky. The LB in from of the 2 ARS server's is not stick but we have the Life Span enabled in the mistier. Looking for some way of further debugging where the issue is. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
LDAP Authentication Case Sensitivity
ITSM 764 sp2; RHEL, Oracle, Weblogic Using AREALdap for authentication. From the web the user types in their network ID and we match against the sAMAccountName in LDAP. The ID is stored in AD in all upper case letters; at least that is what I thought. Come to find out the ID is stored in mixed case; sometimes all upper, sometimes all lower and sometimes mixed. So, unless the user knows how their ID is stored in LDAP the login to Remedy will fail. I was forcing all logins to upper case when the login button was clicked but am now realizing that will not work for all IDs. Is this something I can handle in AREALDAP? Thank you Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: LDAP Authentication Case Sensitivity
Arg!!!I asked the user several times if their account was locked and then said no, but it was! That was the issue. Once unlocked they could login and AD authenticate. Thank you all for your help! Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: LDAP Authentication Case Sensitivity
So if I can do an ldapsearch and find the ID using any format, then the issue is probably not the ID being in mixed case letters. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS Perl and ARS 764
Donwloaded ActivePerl and installed the ARS 1.91 PPD. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ARS Perl and ARS 764
Has any been able to get ARSPerl working with ActivePerl 5.16.3, Win7 32 Bit and ARS 764? I was getting the error The program cannot start because Perl510.DLL is missing. I have Perl510.DLL on my machine and copied it to the ARSPerl install directory and no longer get the error but now the ARS test perl program crashes ... no errors. Any thoughts? Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy and Flash
We are running Weblogic 10.2 and IE 8 with ITSM 764 sp2. I understand Flash needs to be installed on each client machine for ITSM to render. But I am also seeing statements about not installing flash on the Midtier and that not having Flash on the midtier could improve performance? is this a correct statement? Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ITSM 764 Help Desk Indexes
Want to add some more useful indexes to the HPD:Help Desk form in ITSM 764 sp2 but am getting some push back from our DBAs that there are already 16 (out of the box) and adding more could impact performance. Some of the indexes I am considering removing are : Product Name Incident Asscoiation Type mc_ueid Component_ID Original Incident Number Owner Login ID Not sure how the above indexes are used througout the application and BMC could not provide an answer. Has anyone done any work with the OOTB indexes? Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ITSM 764 Help Desk Indexes
I did not remove the indexes. I assumed removing the uneeded indexes would be better for the database. We are not seeing problems at this point but trying to be proactive. The bulk of reports in our old Remedy system used create and resolved dates I was trying to figure why the indexes exist and if some of them could be removed. The indexes I want to add are on datetime fields such as submit date and resolved date. Not sure why these are not indexed OOTB as they are used for the most basic ticket metrics. FTS will not work on date fields. Also, for users doing reporting via direct DB access (not through ARS) how is FTS going to help them? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
LoadTesting ITSM 764
We are load testing ITSM 764 using a tool from HP. The script is working well and simulates a user logging in, moving to the new incident form, filling out a ticket and clicking Save. We have set up 50 concurrent sessions and had it running for 10 minutes. For ease of set we have been using the same Remedy login creating a new Web session for each. Does it matter that we use the same login and would it make a performance difference if we used a unique login for each session? Thank you Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ITSM Service Field
Looking for examples of what values others may be using in the Service+ field on the Incident form. Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ARS 764 and Multiple Developers
We are running into performance issues on our development server and we think it has to do with having multiple developers. It seems we can save a few changes to work flow and the system handles the updates. But then all of sudden the server hangs. We get database timeout errors or the change will go thorough but will take a long time. Trying to figure out how other shops may have their development server configured to allow for multiple developers? How do they handle the timing of mid-tier cache flushes? What value is used for the Delay-Recache-Time? Any and all information is welcome. Thank you Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Manage Knowledge Sources - Rebuild Index
We use it to rebuild individual indexes if we feel FTS has failed to accurately maintain a data set. This is quicker than rebuilding every FTS index from the admin console. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy Login Account
If this is from the midtier: Checkout the login_common.jsp file in /midtier/shared. There is a function called doLogin where you can manipulate the login name entered by the user. We modified that function to force the login name to upper case so you can easily add the domain\. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
BIRT Connection String
I use the BIRT developer tool to create a new Remedy based report. I use my credentials and server name to build the report. Before I add the report to Report form I remove my userid and password but then when I run the report it fails. If I add back my user name and password the report works. If I login as another user and run the report I see that users login in the SQL logs. So why do I have to embed my ID and password in the report for it to work? I also notice that when I move the report to another server I must change the Connection string in BIRT to match that host. Thoughts? Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SRM NeedsAttention Image
ITSM 7.604 sp2 On the Service Request Console we cannot get the Needs Attention GIF to appear in the open requests table. This is the image that shows open on a users open request when they are being asked for more information. The image is part of the Application and I can see it listed under Support Files. I can save the image to my desktop and it looks correct. Has anyone else run into this? Thank you Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Portmapper and RPC
ITSM 764 RHEL 5.2 We have stood up multiple 764 ARS servers using the stack installer which defaults to using portmapper. According to support we should've manually added the list of arserverd RPC ports to the /etc/rpc file in order for portmapper to work. This was never done, portmapper is working and ARS starts without issue. No TCD port has been specified. We are installing a new ARS server with the same OS config but on that server portmapper does not work without adding the arserverd ports to the /etc/rpc file. Trying to figure out what could be different between the hosts that would cause portmapper to not work. Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Portmapper and RPC
There is nothing specific to ARS in the RPC file. The Stack Installer does not prompt to update the rpc file nor does it do it automatically if doing a root install. Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Localized Server
ITSM 764 sp2, Stack Installer We are being told by support that if we are only going to use the English views/data then we should uncheck Localized Server. This will help with performance by limiting the number of SQL statements run against localized forms. Has anyone used the stack installer and then unchecked the Localized Server check box? If so, were there any issues? Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Setting Locale and Stack Installer
ITSM 76.04 SP2 (Stack Installer) Trying to understand how to handle setting the Locale field on records from the OOTB forms. It looks like the locale field is left blank when using the stack installer since you cannot select a default language. Because of this every time the application has produce a menu against a form with the locale field it makes 3-4 queries for the data: 1. First tries to find all locales matching en_US. 2. Then looks for all locales matching en. 3. Then looks for locale where locale is NULL. 4. And in some cases may run a fourth query looking for records. (As far as I know this is only done when producing menus) Depending on how the menu is configured this could happen every time a menu is selected or once when the form loads. This is causing a lot of extra SQL statements to be run and it would make sense to find all of the forms that use Locale and set the field to our default language. I am surprised this is not part of the installation and configuration of ARS and ITSM. Has anybody done this and have a list of forms that would need to be updated? Thank you Frank C. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Using a BIRT Editor to Create or Modify Web Reports
Is BIRT version 2.5.1 the only version supported by BMC? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Using a BIRT Editor to Create or Modify Web Reports
Do you know if there are plans to support later versions? ITSM 764 sp2 I just tried 4.2.1 and was able to create a report using the AR System ODA driver but it would not run from the Midtier. I received missing object errors. Hay anyone else had luck using later versions? Thank you Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARDBC Unique Column
According to BMC there isn't an option to to make a case-sensitive search to LDAP, and that it appears LDAP can be configured to be either case sensitive or case-insensitive. In our case it is case-insensitive which causes issues trying to find a trully uniique column. Does anyone else know of a column in LDAP that would be conidered unique, like a GUID of some kind? I have tried to find such a column but there are are more than 1000 columns to look at. Does anyone know whether it is possible to use two or more LDAP columns as the the unique key? Thank you Frank C ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
ARDBC Unique Column
ARS 76.04 SP2 Created a vendor form to our LDAP directory using the cn attribute as the unique column (mapped Request ID to cn). I was told by the admins that cn would be unique for all users. However, what I am seeing is that the cn value is kept unique by making the value either all upper case, lower case or a mix of upper and lower cases letters. For example, JOE SMITH and Joe Smith are considered unique in LDAP. I can perform searches using the vendor form and get multiple results but when I toggle between each entry the values on the screen do not change. Remedy uses the cn value to retrieve the details and does not do a case-sensitive search but does a case-insensitive search and returns data for the first entry found. Base on the Joe Smith example I get two results but can only see details for the first record found. Is there a setting in Remedy that I can set to make the search case-sensitive? Thank you. Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARDBC Unique Column
We are using the OOTB BMC ARDBC plugin without modification. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Show Applications List
This is what I received from BMC on this question: Active Link guides are responsible for most of the entry points on the HomePage. If you look at the form from Developer Studio and entry points are not checked then it is invoked from Active Link guide. If you want to remove links for all regular users, however Admins should still need to be able to see it then you need to change the permissions on Active Link Guides if entry point is set by the Guide. Else if its Part of Deployable application then put that Application in maintanance mode. For example Foundation Elements, AR Sample Application Console etc e.g. - From Developer Studio, Click on Applications. Locate the Remedy Foundation Element Right click and Edit Applciation. - Under general tab, change the state to Maintanance. Save the application. Note: If this is 7.6.04 ITSM or ARS, Make sure you are in Base Development mode. Overlaying an application is not provided in Best Practice Customization Mode in 7.6.04, however its available from next release i.e. 8.0. Also, there is no adverse impact if you do it from Base Development mode. 2. To Disable the link, find out the forms it invokes when you click the Quick link and get the respective Active Link guides and change the permissions from Public Visible to Publichidden. e,.g. To disable the Analytics Active Link guide for Analytics. (change it to Public Hidden) ANA:Analytics:OpenURLGuide For Approval Central, change the permission on following AL guide.( (change it to Public Hidden) ) AP:Pending Approvals - LoadView Hope this helps. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
FTS on SYS:PredefinedQueries Form
ITSM 76.04 SP2 Oracle 11g / RedHat Linux 5.5 Strange issue after applying FTS to fields on the SYS:PredefinedQuries form. We added FTS to the Query Text Tier 1,2 and 3 fields. After saving the form changes FTS ran and searched on that form worked. However, when I add a new record to that form and supply a value ONLY for the Query Text Tier 1 field the FTS does not work. The entries in the ftsindex .log file appear to be correct but when searching against that column for the record that was just created it fails. If I modify that record (make a change to the Query Text Tier 1 field) then FTS starts working for that record. If I create and entry on that form and supply values for all three fields (Query Text Tier 1,2 and 3) then the FTS indexing works on create of the recrod. We are not having issues with FTS anywhere else in the system. Anyone else out there seeing this kind of behavior? Thank you Frank C. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Requiring Work Detail On Incident Update
ITSM 764 sp2 Has anyone come up with logic on forcing a Work Detail entry every time an incident record is updated? This was a requirement in our old 63 system and was easy since it was just a Diary field but not so much with individual work info records. Any advice is appreciated. Thank you Frank C ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
New Columns To Web Report Designer
ITSM 764 sp2 Does anybody know how to add new values to the Available Fields list on the new Web report designer form? We have a requirement to include the Help Desk field Support Group Organization as a field that can be used in Web reports. Thank you. Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: New Columns To Web Report Designer
That worked when creating a new report. But for existing reports the new field does not show up. Any thoughts on how to get the field to show for existing reports? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: New Columns To Web Report Designer
The Assigned Support Organization; char 60. It is available if I create a new report but if I edit an existing report it does not show up. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Asset Create and Update Permission Limits
Thank you for the extra information but I was looking to confirm that there are no other levels of permissions within Asset management, something between an Asset Admin and being in a Supported by group. As an Asset Admin you can do everything or if you are an Asset User within a Supported by group you have some limited update permissions. We are finding this permission model very limiting. Assets can bounce around different parts of the country and having to keep updating the Supported by group each time the asset moves is a task our end users do not want to handle. The only other choice I see is making them all Asset Admins or modifying underlying ITSM work flow, groups and roles. Has anybody had this same issue? Thank you again. Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Asset Create and Update Permission Limits
ITSM 7.6.4 sp2 The Asset Management application appears to have only two levels of permissioning (not concerned update Asset Viewer). This my understanding: If you are an Asset Admin for a Company you can create, update and delete any asset. If you are an Asset User and are a memeber of any of the Supported by groups related to an asset then you can modify that asset (with some limitations). Are there any other levels that I am missing? Is there something between the Asset Admin and the Supported by permissioning? Thank you Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Join Forms in ITSM 76 Apps
Does anybody have a solution for this issue? Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Join Forms in ITSM 76 Apps
ITSM 7.6 sp2 ARS 7.6sp2 Want to create a join form between two classes. One class is BMC:PhysicalLocation and the other is a custom class. I can create the join form using the developer tool but none of the underlying forms permissions (roles) are carried forward, not even Public. I tried adding my join form directly to the Asset Management application but that was not allowed. I then tried creating the join form from the Asset Management Application but it said I had to Overlay the object first, which is not possible unless you change your development mode and that does not sound like something I want to do. How does one easily create join forms against classes that carry forward underlying permissions? Thank you Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Field Menus Wrong In New Class
ITSM 7.6sp2 ARS 7.6sp2 Created a new class, add several custom attributes and attached menu to some of the fields. Ran the SYncUI which created the AST view of the underlying class forms. All looks good except the menus on the fields are set to Overwrite but they are Appending. I have checked the Developer Tool and the Atrium Core Console and they both state the menus are set to Overwrite. I tried updating the class by switching the fields from Overwrite to Append and then back to Overwrite but that did not fix it. I exported the new class using the cmdbdriver utility and ported it to our SAT environment. The export file the cmdbdriver utility created has the fields and menus set to Overwrite but after importing the new class the menus are still Appending. Anybody experience this and have a solution? Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Error On Table Field Menu
ARS 764 sp2 ITSM 7.6.04 sp2 Oracle 11g, Weblogic 10 Created a table field with multiple columns. Added a new column that uses has a character menu. The menu throws an error: Caught exception : 'this.FieldMap[...] is null or not an object The error only appears the first type it is accessed. The next time the error does not appear and the menu shows the correct values. If the user leaves the form and then reopens it the error appears again, the first time. This happens to all users, regardless of permission. Have tried flushing everything on all levels but the error still appears. Any thoughts? Thank you Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Error On Table Field Menu
I swicthed it from On Connect to On Open but the error message still appears. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Case Insensitive FTS
ITSM 764sp2 Maybe its Friday and I am not seeing the obvious Trying to figure why some fields that have a menu attached and are configured for Auto Complete work case insensitive. We are running on Oracle, which is case sensitive, and using the FTS product. But there are some certain fields that are not marked for FTS but menus attached to those fields allow for case insenstive searches. For example, OOTB, the Template field on the Incident form. A user can type a partial match using any case and the Auto Complete produces results. When I look at the underlying field on the Incident Template form it is not marked as an FTS field. If open the underlying form and search using the Template name field, the search is case sensitive. So how does the Auto Complete allow for case insensitive matching? Thank you Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
CMDB 1.1 Status Values
I am looking for the original status values for assets in CMDB 1.0. I believe they were changed in the 6.3 system I am working on but not sure which ones. Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Changing Support Group Group Names
ARS 764 sp2 Does anyone know if changing the group name on a Group record that is related to a support group would cause issues with ARS/ITSM? We are using row level security (Field 112) on a few forms and having a 10 digit number show in the Assigned Group menu field is difficult to work with. Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Limit Filter By on Asset Console
ITSM 764 sp2 Has anyone attempted to add another level of permissions on the predefined-query form? I would like to be able to limit the Defined Searches list that appears on the Asset Management Console by support group. Have a few ideas on doing this but wanted to see what others have come up with. Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
764 User Tool Delay
ARS 764 sp2 User Tool 764 sp3 We can log in quickly and access all the non ITSM specific forms using the User Tool without issue: people, support, locations, organizations,etc. We will be using the User Tool for foundation data maintenance only. However, we are finding that if left idle for a few minutes, there is a roughly 60 second delay when reconnecting. For example, run a query displaying all support groups, toggle to another application, return to the user tool after a few minutes and it will lock up for about a minute. User does not have to log back in but just wait for the system to come back. This does not happen in the midtier. Any thoughts? Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Number Of Support Groups
ITSM 764 sp2 Due to how the organization is structured the number of support groups needed is becoming very large. The company has hundreds of locations to support throughout the country and each location has specific personnel assigned to support that location. My current estimate is there will be over 1200+ support groups. Due to the limited number of Support Group Levels provided in ITSM the menu display of support organizations and groups that will be presented to end users will be large. Through the use of templates and auto assignment most incidents can have a support group auto populated, but I am wondering whether I should attempt to decrease the number. Are there any limitations in ITSM on the number of support groups that can be created/managed? Has anyone else had to configure a large number of support groups? In order to assign an incident to a support person they must be part of a support group, or is there some other hidden way to handle this in ITSM 764? Since there are only two levels to define a support group, can anyone share some possible naming conventions? (This company is split out by roughly 10 regions which could be set using the Organization field). Any feedback is appreciated. Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Number Of Support Groups
One of the requirements is to have the application auto assign tickets to a support person based on the location of the incident. If the incident is at Site A in Kansas then the system needs to able to auto route to the Site A Support Group as wells auto assign a technician assigned to Site A. There can be many Sites in Kansas and each could have a unique support personnel, but there are also could be many sites that share the same support personnel - would be dependent on the proximity to each location. Are there actually 1200+ support organizations and groups, no, but the requirement is still there and I see no other way to minimize the number of support groups and provide the requested functionality. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
