Has anyone integrated Remedy 7.6.x or above with Microsoft CRM? If so, what did the integration involve?

[Garrison, Sean (Norcross)]

Has anyone integrated Remedy 7.6.x or above with Microsoft CRM? If so, what did 
the integration involve?

Thanks,

Sean



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Re: Error with Developer Studio after install on Windows 7 64 bit -- RESOLVED ....

[Garrison, Sean (Norcross)]

I just figured out what the issue was.  I remembered I needed to put these two 
libraries in the same directory as the user tool to make it work:

MSVCR71.dll
And
MSVCP71.dll

I put them in the same folder where I launch dev studio and it started working. 
 I read in a forum somewhere that those dlls were part of an old .NET install 
and that if you don't have them a lot of programs require these dlls to launch. 
 I had to get someone to send me the dlls from their machine to get it to work.

Sean


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Saturday, December 14, 2013 6:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error with Developer Studio after install on Windows 7 64 bit

**
Hi,
The directory to which Developer Studio is installed requires full Read/Write 
options to be able to start correctly.  You may need to take ownership over as 
the local user for the directory and sub-directories.



Kind Regards,

Carl Wilson


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: 14 December 2013 15:56
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Error with Developer Studio after install on Windows 7 64 bit

**
Are you sure you are installing as a full, unimpeded, no-cute-GP-stuff, 
local-admin user with full read-write-execute permissions *everywhere* on the 
computer?

After the install, check the devstudio.ini file in Dev-Studio's install path 
(typically: C:\Program Files\BMC Software\ARSystem\DeveloperStudio)  and ensure 
its pointing to the correct java and that the java files actually exist at the 
path listed (64-bit java should be fine).

Also, set the memory in the devstudio.ini file on the low side (-Xms256m and 
-Xmx512m) to troubleshoot. You can bump it up later.

Here's the contents of my devstudio.ini file:

-vm
C:\Program Files\Java\jre7\bin\javaw.exe
-vmargs
-Xms1024m
-Xmx2048m


If it still won't work after all that, as a last ditch effort before contacting 
BMC support, I would re-download the java installer (from Oracle) and the BMC 
installer to make sure I've got known-good installers. You should not need to 
uninstall anything and it should over-write itself with each install attempt.

Otherwise, it's probably time to get BMC support involved...

Thanks,
JDHood


On Sat, Dec 14, 2013 at 7:53 AM, Garrison, Sean (Norcross) 
mailto:sean.garri...@fiserv.com>> wrote:
**
Yes ...

I have tried this so far:


1.Remove/reinstall

2.   Remove all jres and install java 7 32 bit runtime and reinstall.

3.   Reinstall to different directory.

No luck.  In all cases the developer tool launches with no login prompt and I 
get the below error when I look at the logs.

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Cecil, Ken
Sent: Friday, December 13, 2013 11:40 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Error with Developer Studio after install on Windows 7 64 bit

**
Have you tried installing dev studio in a different directory from the default. 
Also maybe move/delete your workspace and start fresh.


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, December 13, 2013 9:37 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Error with Developer Studio after install on Windows 7 64 bit

**
Sean,
in 7.5, I don't believe that you 'point' the Dev Studio to a particular Java.  
The best way I have found is to ensure that the 32 Bit Java is in your path 
before the 64 Bit.

On Fri, Dec 13, 2013 at 7:22 AM, Garrison, Sean (Norcross) 
mailto:sean.garri...@fiserv.com>> wrote:
**
I pointed it to the 32 bit I have installed (I also have the 64 bit installed 
in a different directory.  It is also a different version).  The 32 bit version 
I am using is this:  Java verison 1.6.0_45

Thanks,

Sean


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of LJ 
LongWing
Sent: Friday, December 13, 2013 9:05 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Error with Developer Studio after install on Windows 7 64 bit

**
Are you running 32 or 64 bit Javawith 7.5 I would certainly recommend the 
32 Bit Java

On Fri, Dec 13, 2013 at 6:58 AM, Garrison, Sean (Norcross) 
mailto:sean.garri...@fiserv.com>> wrote:
**
I'm installing developer studio 7.5 patch 8.

Our company has upgraded all of our desktops to windows 7 and I am having 
issues with developer studio on Windows 7 64 bit.  After I launch it the login 
screen doesn't show and plugins do not seem to load.  I found this log file in 
my workspace.  I took a snippet of the erro

Re: Error with Developer Studio after install on Windows 7 64 bit

[Garrison, Sean (Norcross)]

Yes ...

I have tried this so far:


1.Remove/reinstall

2.   Remove all jres and install java 7 32 bit runtime and reinstall.

3.   Reinstall to different directory.

No luck.  In all cases the developer tool launches with no login prompt and I 
get the below error when I look at the logs.

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Friday, December 13, 2013 11:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error with Developer Studio after install on Windows 7 64 bit

**
Have you tried installing dev studio in a different directory from the default. 
Also maybe move/delete your workspace and start fresh.


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, December 13, 2013 9:37 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Error with Developer Studio after install on Windows 7 64 bit

**
Sean,
in 7.5, I don't believe that you 'point' the Dev Studio to a particular Java.  
The best way I have found is to ensure that the 32 Bit Java is in your path 
before the 64 Bit.

On Fri, Dec 13, 2013 at 7:22 AM, Garrison, Sean (Norcross) 
mailto:sean.garri...@fiserv.com>> wrote:
**
I pointed it to the 32 bit I have installed (I also have the 64 bit installed 
in a different directory.  It is also a different version).  The 32 bit version 
I am using is this:  Java verison 1.6.0_45

Thanks,

Sean


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of LJ 
LongWing
Sent: Friday, December 13, 2013 9:05 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Error with Developer Studio after install on Windows 7 64 bit

**
Are you running 32 or 64 bit Javawith 7.5 I would certainly recommend the 
32 Bit Java

On Fri, Dec 13, 2013 at 6:58 AM, Garrison, Sean (Norcross) 
mailto:sean.garri...@fiserv.com>> wrote:
**
I'm installing developer studio 7.5 patch 8.

Our company has upgraded all of our desktops to windows 7 and I am having 
issues with developer studio on Windows 7 64 bit.  After I launch it the login 
screen doesn't show and plugins do not seem to load.  I found this log file in 
my workspace.  I took a snippet of the errors and have opened a ticket w/ BMC.  
Just hoping maybe someone has run into this issue before:

java.version=1.6.0_45
java.vendor=Sun Microsystems Inc.
BootLoader constants: OS=win32, ARCH=x86, WS=win32, NL=en_US
Command-line arguments:  -os win32 -ws win32 -arch x86

!ENTRY org.eclipse.osgi 4 0 2013-12-13 08:49:02.387
!MESSAGE An error occurred while automatically activating bundle 
com.bmc.arsys.studio.api (6).
!STACK 0
org.osgi.framework.BundleException: The activator 
com.bmc.arsys.studio.api.Activator for bundle com.bmc.arsys.studio.api is 
invalid
at 
org.eclipse.osgi.framework.internal.core.AbstractBundle.loadBundleActivator(AbstractBundle.java:146)
at 
org.eclipse.osgi.framework.internal.core.BundleContextImpl.start(BundleContextImpl.java:980)
at 
org.eclipse.osgi.framework.internal.core.BundleHost.startWorker(BundleHost.java:346)
at 
org.eclipse.osgi.framework.internal.core.AbstractBundle.start(AbstractBundle.java:265)
at 
org.eclipse.osgi.framework.util.SecureAction.start(SecureAction.java:400)
.
.
.
.
at java.lang.reflect.Method.invoke(Method.java:597)
at 
org.eclipse.equinox.launcher.Main.invokeFramework(Main.java:549)
at org.eclipse.equinox.launcher.Main.basicRun(Main.java:504)
at org.eclipse.equinox.launcher.Main.run(Main.java:1236)
Caused by: java.lang.UnsatisfiedLinkError: C:\Program Files (x86)\BMC 
Software\DeveloperStudio\DeveloperStudio\plugins\com.bmc.arsys.studio.api_7.5.0\os\win32\x86\arutl75.dll:
 Can't find dependent libraries

Anyone seen this before and have any suggestions?

Thanks,

Sean


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Confidentiality Requirement: This communication, including any attachment(s), 
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is strictly pro

Re: Error with Developer Studio after install on Windows 7 64 bit

[Garrison, Sean (Norcross)]

I pointed it to the 32 bit I have installed (I also have the 64 bit installed 
in a different directory.  It is also a different version).  The 32 bit version 
I am using is this:  Java verison 1.6.0_45

Thanks,

Sean


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, December 13, 2013 9:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error with Developer Studio after install on Windows 7 64 bit

**
Are you running 32 or 64 bit Javawith 7.5 I would certainly recommend the 
32 Bit Java

On Fri, Dec 13, 2013 at 6:58 AM, Garrison, Sean (Norcross) 
mailto:sean.garri...@fiserv.com>> wrote:
**
I'm installing developer studio 7.5 patch 8.

Our company has upgraded all of our desktops to windows 7 and I am having 
issues with developer studio on Windows 7 64 bit.  After I launch it the login 
screen doesn't show and plugins do not seem to load.  I found this log file in 
my workspace.  I took a snippet of the errors and have opened a ticket w/ BMC.  
Just hoping maybe someone has run into this issue before:

java.version=1.6.0_45
java.vendor=Sun Microsystems Inc.
BootLoader constants: OS=win32, ARCH=x86, WS=win32, NL=en_US
Command-line arguments:  -os win32 -ws win32 -arch x86

!ENTRY org.eclipse.osgi 4 0 2013-12-13 08:49:02.387
!MESSAGE An error occurred while automatically activating bundle 
com.bmc.arsys.studio.api (6).
!STACK 0
org.osgi.framework.BundleException: The activator 
com.bmc.arsys.studio.api.Activator for bundle com.bmc.arsys.studio.api is 
invalid
at 
org.eclipse.osgi.framework.internal.core.AbstractBundle.loadBundleActivator(AbstractBundle.java:146)
at 
org.eclipse.osgi.framework.internal.core.BundleContextImpl.start(BundleContextImpl.java:980)
at 
org.eclipse.osgi.framework.internal.core.BundleHost.startWorker(BundleHost.java:346)
at 
org.eclipse.osgi.framework.internal.core.AbstractBundle.start(AbstractBundle.java:265)
at 
org.eclipse.osgi.framework.util.SecureAction.start(SecureAction.java:400)
.
.
.
.
at java.lang.reflect.Method.invoke(Method.java:597)
at 
org.eclipse.equinox.launcher.Main.invokeFramework(Main.java:549)
at org.eclipse.equinox.launcher.Main.basicRun(Main.java:504)
at org.eclipse.equinox.launcher.Main.run(Main.java:1236)
Caused by: java.lang.UnsatisfiedLinkError: C:\Program Files (x86)\BMC 
Software\DeveloperStudio\DeveloperStudio\plugins\com.bmc.arsys.studio.api_7.5.0\os\win32\x86\arutl75.dll:
 Can't find dependent libraries

Anyone seen this before and have any suggestions?

Thanks,

Sean


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Error with Developer Studio after install on Windows 7 64 bit

[Garrison, Sean (Norcross)]

I'm installing developer studio 7.5 patch 8.

Our company has upgraded all of our desktops to windows 7 and I am having 
issues with developer studio on Windows 7 64 bit.  After I launch it the login 
screen doesn't show and plugins do not seem to load.  I found this log file in 
my workspace.  I took a snippet of the errors and have opened a ticket w/ BMC.  
Just hoping maybe someone has run into this issue before:

java.version=1.6.0_45
java.vendor=Sun Microsystems Inc.
BootLoader constants: OS=win32, ARCH=x86, WS=win32, NL=en_US
Command-line arguments:  -os win32 -ws win32 -arch x86

!ENTRY org.eclipse.osgi 4 0 2013-12-13 08:49:02.387
!MESSAGE An error occurred while automatically activating bundle 
com.bmc.arsys.studio.api (6).
!STACK 0
org.osgi.framework.BundleException: The activator 
com.bmc.arsys.studio.api.Activator for bundle com.bmc.arsys.studio.api is 
invalid
at 
org.eclipse.osgi.framework.internal.core.AbstractBundle.loadBundleActivator(AbstractBundle.java:146)
at 
org.eclipse.osgi.framework.internal.core.BundleContextImpl.start(BundleContextImpl.java:980)
at 
org.eclipse.osgi.framework.internal.core.BundleHost.startWorker(BundleHost.java:346)
at 
org.eclipse.osgi.framework.internal.core.AbstractBundle.start(AbstractBundle.java:265)
at 
org.eclipse.osgi.framework.util.SecureAction.start(SecureAction.java:400)
.
.
.
.
at java.lang.reflect.Method.invoke(Method.java:597)
at 
org.eclipse.equinox.launcher.Main.invokeFramework(Main.java:549)
at org.eclipse.equinox.launcher.Main.basicRun(Main.java:504)
at org.eclipse.equinox.launcher.Main.run(Main.java:1236)
Caused by: java.lang.UnsatisfiedLinkError: C:\Program Files (x86)\BMC 
Software\DeveloperStudio\DeveloperStudio\plugins\com.bmc.arsys.studio.api_7.5.0\os\win32\x86\arutl75.dll:
 Can't find dependent libraries

Anyone seen this before and have any suggestions?

Thanks,

Sean



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CAI Events causing server to randomly crash ....

[Garrison, Sean (Norcross)]

We are not able to isolate the issue and was wondering if anyone on the list 
could give some guidance.

Our environment:

Red Hat running ARS 7.5 patch 8 (8 in server group)
Oracle 10g running ITSM 7.6

Problem:

SRM Events causing all prod servers to crash at once.

We see this in the error log:

Tue Oct 22 10:14:10 2013  390620 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Tue Oct 22 10:14:10 2013 11
   Timestamp: 1382451250.0791
   Thread Id: 1098680640
   Version: 7.5.00 Patch 008 201112090209 Dec  9 2011 02:44:08
   ServerName: 
   Database: SQL -- Oracle
   Hardware: x86_64
   OS: Linux 2.6.18-308.24.1.el5
   RPC Id: 442
   RPC Call: 3 (CE)
   RPC Queue: 390620
   Client: User Remedy Application Service from Unidentified Client (protocol 
14) at IP address 
   Form: WOI:WorkOrderInterface_Create
   Logging On:

Tue Oct 22 10:14:10 2013  390620 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Tue Oct 22 10:14:10 2013 Stacks:
0: 0x7e06cd ./arserverd [0x7e06cd]
1: 0x7e0de6 ./arserverd(SignalTrapProc+0x15e) [0x7e0de6]
2: 0x2b81db470be0 /lib64/libpthread.so.0 [0x2b81db470be0]
3: 0x75381a ./arserverd [0x75381a]
4: 0x751a90 ./arserverd [0x751a90]
5: 0x5f84c8 ./arserverd [0x5f84c8]
6: 0x5411ce ./arserverd [0x5411ce]
7: 0x540b8e ./arserverd(arcreateentry_14_svc+0xb0) [0x540b8e]
8: 0x466a41 ./arserverd [0x466a41]
9: 0x7eb0a6 ./arserverd(WorkerThread+0x756) [0x7eb0a6]
10: 0x9e1fb0 ./arserverd(RestartableThreadMain+0x50) [0x9e1fb0]
11: 0x9e1f3b ./arserverd(UnixThreadStartRoutine+0xce) [0x9e1f3b]
12: 0x2b81db46877d /lib64/libpthread.so.0 [0x2b81db46877d]
13: 0x2b81ddf523ed /lib64/libc.so.6(clone+0x6d) [0x2b81ddf523ed]

We opened a ticket with BMC and they said that the "CAI Events" plugin was not 
thread safe.  To resolve this we changed the following parameter:

Plugin-Filter-API-Threads: 2 2

To just uncommenting it (and accepting the default value):

#Plugin-Filter-API-Threads: 1 1

Could it be possible that the other plugins are not thread safe and that they 
could be contributing to the crash?  We still have the following settings in 
the ar.conf file:

Plugin-ARDBC-Threads: 2 2
Plugin-ARDBC-Threads: 2 2

Anyone run into a similar issue before and how did you remediate?  
Unfortunately upgrading to 7.6 or beyond is not possible at the moment for us 
... to many customizations/loss of user tool, etc.

Thanks,

Sean



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Re: Server chunking settings - anybody less than 1000

[Garrison, Sean (Norcross)]

I never have set it lower.  1000 is a rather small chunk and it means more 
fetches when doing large queries.  Typically the larger the chunk the faster 
the performance of your remedy query but at the cost of memory on the server.

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Thursday, September 19, 2013 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Server chunking settings - anybody less than 1000

**
Just wondering - does anybody set their server chunk size to less than 1000?

I think the lowest I have seen set is 1000.

And - if you did -- did it make a difference? or - would 1000 be ok?

Thanks,

-John



--

John Sundberg
Kinetic Data, Inc.
"Your Business. Your Process."

651-556-0930 I 
john.sundb...@kineticdata.com
www.kineticdata.com I 
community.kineticdata.com


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Has anyone ever tried this paramater? Select-Query-Hint: NOLOCK

[Garrison, Sean (Norcross)]

Just curious if anyone on the list has ever tried this parameter in the ar.conf?

Select-Query-Hint: NOLOCK

If so what were your results?  Did you have any negative impact in prod?

Thanks,

Sean



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Preventing a user from closing a dialog box on the web ....

[Garrison, Sean (Norcross)]

I was wondering if someone could help us with a requirement we have.  We want 
to make the risk questionnaire required.  This means the user will not be 
allowed to close the dialog until it is filled out.  Is there a way to prevent 
a user from closing a dialog box on the web?  In our testing we found you can 
hit the "X" in the corner to get around our requirement.  We have the option 
unchecked in the active link called "Show Close Button".  This works as desired 
on the User tool.  However, on the mid tier the user is presented with an 
option of "Leave this Page" or "Stay on this Page".  Any way to prevent this or 
any workarounds out there?  I have a gut feeling the answer is "No" because it 
is built in the browser to prevent this very scenario because of pop-up ads.

Sean




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Re: How much RAM does an AR System thread use?

[Garrison, Sean (Norcross)]

It was my understanding it uses a shared pool of memory.  Each thread probably 
uses a small almost insignificant amount except when large queries are run, 
etc.  If it runs right you will see it double in memory during caching 
scenarios and go back down to ~1-3 gig.

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of Rick Cook
Sent: Wednesday, June 12, 2013 1:44 PM
To: arslist@arslist.org
Subject: Re: How much RAM does an AR System thread use?

**

I meant how much does each thread allocate, not the entire AR Server.

Rick
On Jun 12, 2013 9:37 AM, "Sanford, Claire" 
mailto:claire.sanf...@memorialhermann.org>> 
wrote:
**
Mine uses between 1 and 1.2 GB



My other answer is totally off topic


I saw this subject line and immediately this came to mine -  How much wood 
would a woodchuck chuck if a woodchuck could chuck wood?

-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, June 12, 2013 11:29 AM
To: arslist@ARSLIST.ORG
Subject: How much RAM does an AR System thread use?

**
I remember hearing a number some years ago, but it probably has changed since 
then.  Trying to balance hardware availability with resource requirements.
Rick


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Re: Remedy Integration with other Ticketing systems

[Garrison, Sean (Norcross)]

A lot depends on the requirements of the integration.


1.How does the other system keep track of their open incidents in Remedy

2.   How do they add notes to the incident?

3.   Can they close or cancel a incident?

You can assume they use e-mail but when integrating with another system you 
have the "Email Loop" problem you have to solve.   I.e. you send an e-mail to 
create a ticket ... their system responds with a "Thank you " email which 
generates another ticket in your system.  Gratefully your system responds which 
creates a ticket in their system 

Web Services or using direct java api can provide a better interface.  You also 
may want to consider a publish/subscribe solution like webMethods.  I would 
only do that if it is not a point to point integration and multiple systems 
have to integrate with Remedy.

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of Christine Milton Hall
Sent: Wednesday, February 27, 2013 10:25 AM
To: arslist@arslist.org
Subject: Remedy Integration with other Ticketing systems

**
Hi everyone - It is has been a while...

Looking for some feedback on integrating external ticketing systems with our 
Remedy Environment. (currently 7.5.1, windows platform)


1.   What is the most common and best practice method?  Right now the most 
requests seem to be requesting the utilization of email notifications with 
other external systems.

2.   How difficult is it integrate with another non-Remedy environment?

3.   What would be the worst case and best case in work effort/duration?

4.   Is there any pitfalls that I should be aware of if we move towards 
this type of solution?

Any guidance or thoughts would be greatly appreciated!

Thanks!
c

*

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Re: ITSM Suite version 8.1.00 is Generally Available.

[Garrison, Sean (Norcross)]

Just a pet peeve ... but please stop using youtube to demo new features ... 
most companies (like ours) block you tube videos 

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Thursday, February 21, 2013 11:37 AM
To: arslist@ARSLIST.ORG
Subject: ITSM Suite version 8.1.00 is Generally Available.

**
Remedy ITSM Suite version 8.1.00 (which includes AR System version 8.1.00) is 
now Generally Available and can be downloaded by customers with a current 
maintenance contract from EPD.

For AR System, the following links may be of interest:

Enhancements in version 
8.1.00

Corrected issues in version 
8.1.00


-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
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.

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Re: Task create via web service?

[Garrison, Sean (Norcross)]

Yes you can ...

We recently went through this exercise.  If you create a task in the system you 
must immediately create a "TMS:FlowBuilder" record.  Turn on active link 
logging to figure out the details.  If the flow builder record doesn't exist 
your process flow will not work in change management.

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger J
Sent: Thursday, February 07, 2013 2:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Task create via web service?

** Since you can create an Ad Hoc task you should be able to do it if you known 
the Change ID
-Original Message-
From: Howard Richter mailto:hbr4...@gmail.com>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Thu, 7 Feb 2013 14:48
Subject: Task create via web service?

Good morning, afternoon and evening all.



I just was asked a strange question. If I have a change inplace (lets say draft

mode), could an external system push tasks into those changes via a web service?



Thanks,



Howard



Sent from one of Howard's iPads

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Re: BMC Mobility for ITSM

[Garrison, Sean (Norcross)]

The reason you want an app is so that you can do offline updates.  This cannot 
be achieved with a web interface.

Sean



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Wednesday, January 16, 2013 12:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Mobility for ITSM

**
Marcelo, if I had to guess (and I guess I do) I would say no.  The windows 
phone has such a small market share that I doubt they would put much time into 
it.  That said, they aren't going to have an iPhone app out for ITSM till 2014!

They seem to be moving away from the browser on the phones also (I'm not sure 
why).

On Tue, Jan 15, 2013 at 1:16 PM, Martinez, Marcelo A 
mailto:marc...@cpchem.com>> wrote:
**
Anyone know if BMC is looking to come out with an app for windows 8 
smartphones? My company may implement these as the corp standard and the 
question was asked. Support told me that there is currently no support for 
windows 8 phones.. just thought someone on the list may know more on this topic.
thx
Marcelo

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



--
Warren R. Baltimore II
Remedy Developer
410-533-5367
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Re: Firefox 17 -- expandable text box issue in Remedy.. RESOLVED

[Garrison, Sean (Norcross)]

If I type data longer than the field I can't see it.  I'll see if the QA team 
is o.k. with that.  If not I will leave the expand box ...

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Thursday, January 03, 2013 10:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Firefox 17 -- expandable text box issue in Remedy.. RESOLVED

**
Maybe it was the fix for the horizontal scroll bar, and not the resize field, 
that caused the issue I mentioned about not seeing the end of any data outside 
the field - anyway, something you might want to check for yourself!

David

David Durling
University of Georgia

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, January 03, 2013 9:56 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Firefox 17 -- expandable text box issue in Remedy.. RESOLVED

**
Thank you David.  I haven't had much luck searching the archives lately.  But I 
copied and pasted your subject and found it.

Modify resources/moz/stylesheets/ARSystem.css

Change the following:

input.text,input.decimal,input.currency,textarea { /* Shift content to align 
with default label */
padding-top:2px;
padding-bottom:2px;
margin: 0px;
resize: none
}

textarea.dat,input.dat {
padding-top: 3px; /* Correct out border too */
padding-bottom:2px;
resize: none
}



And this:

/* Workaround for firefox issue where a horizontal scrollbar appears inside a 
text field */
textarea.sr {
padding-bottom:3px;
overflow-x:hidden;
resize: none
}


Thank you!

Sean
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Thursday, January 03, 2013 9:25 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Firefox 17 -- expandable text box issue in Remedy

**
Sean,

There might have been a couple of threads on this.  One is "Hiding 'resize 
handle' character fields on midtier".

The fix I applied works, though the trade-off for us was that the user can't 
make the cursor move past the visible part of the field to see any text that 
might be cut off (ARS 7.5 patch 007).

David

David Durling
University of Georgia


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, January 03, 2013 9:21 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Firefox 17 -- expandable text box issue in Remedy

**
We are on ARS 7.5 patch 8.  In firefox we see text fields that look like this:

[cid:image001.png@01CDE99A.AC655590]

In the lower right you can expand the field which is not the same behavior as 
I.E.  Any chance we can make them behave like a normal text box via a simple 
.css change?

Sean


_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Firefox 17 -- expandable text box issue in Remedy.. RESOLVED

[Garrison, Sean (Norcross)]

Thank you David.  I haven't had much luck searching the archives lately.  But I 
copied and pasted your subject and found it.

Modify resources/moz/stylesheets/ARSystem.css

Change the following:

input.text,input.decimal,input.currency,textarea { /* Shift content to align 
with default label */
padding-top:2px;
padding-bottom:2px;
margin: 0px;
resize: none
}

textarea.dat,input.dat {
padding-top: 3px; /* Correct out border too */
padding-bottom:2px;
resize: none
}



And this:

/* Workaround for firefox issue where a horizontal scrollbar appears inside a 
text field */
textarea.sr {
padding-bottom:3px;
overflow-x:hidden;
resize: none
}


Thank you!

Sean
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Thursday, January 03, 2013 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Firefox 17 -- expandable text box issue in Remedy

**
Sean,

There might have been a couple of threads on this.  One is "Hiding 'resize 
handle' character fields on midtier".

The fix I applied works, though the trade-off for us was that the user can't 
make the cursor move past the visible part of the field to see any text that 
might be cut off (ARS 7.5 patch 007).

David

David Durling
University of Georgia


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, January 03, 2013 9:21 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Firefox 17 -- expandable text box issue in Remedy

**
We are on ARS 7.5 patch 8.  In firefox we see text fields that look like this:

[cid:image001.png@01CDE998.7FC462D0]

In the lower right you can expand the field which is not the same behavior as 
I.E.  Any chance we can make them behave like a normal text box via a simple 
.css change?

Sean


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

Firefox 17 -- expandable text box issue in Remedy

[Garrison, Sean (Norcross)]

We are on ARS 7.5 patch 8.  In firefox we see text fields that look like this:

[cid:image001.png@01CDE993.A858F940]

In the lower right you can expand the field which is not the same behavior as 
I.E.  Any chance we can make them behave like a normal text box via a simple 
.css change?

Sean



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Re: Firefox 13 and black background on popups and other issues ....RESOLVED

[Garrison, Sean (Norcross)]

Thank you Lidia that worked great!  I'm going to start a separate thread on the 
"text field" issue.

Sean




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lidia Dorsaz
Sent: Thursday, January 03, 2013 2:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Firefox 13 and black background on popups and other issues 

**
Hello,
About black background  whenever a popup appears in firefox 13, (ARS 7.5)
we have found this solution:
In the   ... moz/javascript/CoreClient.js
there is a
e.style.Mozopacity=".20";
that has to be changed in
e.style.opacity=".20";
and the problem is solved
Lidia


De : Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] De la part de Garrison, Sean (Norcross)
Envoyé : lundi 31 décembre 2012 18:40
À : arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Objet : Firefox 13 and black background on popups and other issues 

**
We have an issue with firefox where there is a 6 dot area on the lower right of 
the text field to expand any text field.  Is there an easy way via .css to 
disable the expand box so that it works the same as it does in i.e.?

Also there is a black background again whenever a popup appears in firefox 13.  
Is there an easy way to fix this via .css or something?

We are currently on ARS 7.5 patch 8

Thanks,

Sean




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Re: Firefox 13 and black background on popups and other issues ....

[Garrison, Sean (Norcross)]

I meant to say firefox 17 ... which is what I was testing with.  The KB 
articles I found in BMCs support site all referenced firefox 13 which is what I 
had in my head ...

Sean

From: Garrison, Sean (Norcross)
Sent: Monday, December 31, 2012 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Firefox 13 and black background on popups and other issues 

We have an issue with firefox where there is a 6 dot area on the lower right of 
the text field to expand any text field.  Is there an easy way via .css to 
disable the expand box so that it works the same as it does in i.e.?

Also there is a black background again whenever a popup appears in firefox 13.  
Is there an easy way to fix this via .css or something?

We are currently on ARS 7.5 patch 8

Thanks,

Sean





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Firefox 13 and black background on popups and other issues ....

[Garrison, Sean (Norcross)]

We have an issue with firefox where there is a 6 dot area on the lower right of 
the text field to expand any text field.  Is there an easy way via .css to 
disable the expand box so that it works the same as it does in i.e.?

Also there is a black background again whenever a popup appears in firefox 13.  
Is there an easy way to fix this via .css or something?

We are currently on ARS 7.5 patch 8

Thanks,

Sean





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Re: Scroll Bar/expand box on firefox ....RESOLVED

[Garrison, Sean (Norcross)]

Thank you!

That is what I was looking for …

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jon Slaven
Sent: Thursday, December 20, 2012 12:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Scroll Bar/expand box on firefox 

** Hi Sean,

I did some searching in the archives...

Defect #SW00432406  (never looked for an update on this defect)

Link to the fix I provided, which includes the CSS fix and how to do it only in 
FF using a plugin:  
http://listserv.rbugs.com/cgi-bin/wa.exe?A2=ind1207&L=ARSLIST&P=R41810&1=ARSLIST&9=A&J=on&X=419E606383B0543F5A&d=No+Match%3BMatch%3BMatches&z=4


Thanks,
Jon
_
Jon Slaven | Amway | 616-787-7132 | 
jon.sla...@amway.com<mailto:jon.sla...@amway.com>



From:"Garrison, Sean (Norcross)" 
mailto:sean.garri...@fiserv.com>>
To:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>,
Date:12/20/2012 12:02 PM
Subject:Scroll Bar/expand box on firefox 
Sent by:"Action Request System discussion list(ARSList)" 
mailto:arslist@ARSLIST.ORG>>




**
There was a fix I saw some time about regarding a fix for the scroll bar 
issue/expand box for firefox 13 and greater.  We are on 7.5 patch 8 of ars.  I 
tried searching the knowledge base and arslist search wasn’t working for me.   
It had something to do with changing a .css file I think …  If anyone knows of 
it could they forward it to me?

Thanks,

Sean





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Scroll Bar/expand box on firefox ....

[Garrison, Sean (Norcross)]

There was a fix I saw some time about regarding a fix for the scroll bar 
issue/expand box for firefox 13 and greater.  We are on 7.5 patch 8 of ars.  I 
tried searching the knowledge base and arslist search wasn't working for me.   
It had something to do with changing a .css file I think ...  If anyone knows 
of it could they forward it to me?

Thanks,

Sean





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Anyone on the list ever tried the "TC Malloc" fix for ARS (Applies to Linux ARS Servers Only)?

[Garrison, Sean (Norcross)]

I am just curious if anyone has tried it and had any success with it ...

https://kb.bmc.com/infocenter/index?page=content&id=KA347994&actp=search&viewlocale=en_US&searchid=1356018348156


Thanks,

Sean




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Re: Any tool similar to Abydos Analyser!!

[Garrison, Sean (Norcross)]

I forgot to mention one more:

http://www.is-expert.be/products

something called "AR-Explorer".

Sean

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, December 13, 2012 8:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Any tool similar to Abydos Analyser!!

IT Prophets has a neat tool called "Remtools" that may be worth looking at.  
http://www.itprophets.com/Docs/RemTools%202010.pdf


Ar Smarts also provides similar functionality.  http://www.arsmarts.com/  Which 
looks very similar to the old "IT Masters ARSuite" application.  

Sean




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikram
Sent: Thursday, December 13, 2012 5:21 AM
To: arslist@ARSLIST.ORG
Subject: Any tool similar to Abydos Analyser!!

hi List,

Can anyone point me to a tool which is similar to Abydos analyser. What we need 
is be able to see the system workflow and forms relationship in a pictorial way 
instead of doing it ourself via the dev studio and show relationship feature.

Is there any such thing avaliable in real which can tell me that this is my 
application structure and this is how the forms are related to each other or I 
sholud better get going with the manual way of finding it out?

Thanks,
Vikram

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Re: Any tool similar to Abydos Analyser!!

[Garrison, Sean (Norcross)]

IT Prophets has a neat tool called "Remtools" that may be worth looking at.  
http://www.itprophets.com/Docs/RemTools%202010.pdf


Ar Smarts also provides similar functionality.  http://www.arsmarts.com/  Which 
looks very similar to the old "IT Masters ARSuite" application.  

Sean




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikram
Sent: Thursday, December 13, 2012 5:21 AM
To: arslist@ARSLIST.ORG
Subject: Any tool similar to Abydos Analyser!!

hi List,

Can anyone point me to a tool which is similar to Abydos analyser. What we need 
is be able to see the system workflow and forms relationship in a pictorial way 
instead of doing it ourself via the dev studio and show relationship feature.

Is there any such thing avaliable in real which can tell me that this is my 
application structure and this is how the forms are related to each other or I 
sholud better get going with the manual way of finding it out?

Thanks,
Vikram

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Re: XMLCE hangs, Oracle locks, arschema won't update (long, boring, but important...)

[Garrison, Sean (Norcross)]

Also check to make sure you have proper ulimits.  Do a ulimit -a and ensure 
that you have "unlimited" for open files, max memory, etc.  In the past I have 
had issues because there was a limit on the number of open files  just 
something to check.

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, November 09, 2012 10:25 AM
To: arslist@ARSLIST.ORG
Subject: XMLCE hangs, Oracle locks, arschema won't update (long, boring, but 
important...)

**
Hi listers -

We're seeing something peculiar.  This is on a fairly high volume (5000 
incidents/day) system.

There's an integration with an IVR that does a lookup via web services to 
authenticate someone is actually an employee.  That uses a web service that's 
been dependable for a couple of years (at least).  All this particular WS does 
is create a new record in a table.

The system was recently migrated from Solaris to Linux.  It's using ARS 7.1 and 
ITSM 7.1x - the database is Oracle RAC, remote.

I am wondering if there is a known bug because when we look at the log we see 
this when things are behaving fine (IP removed):

Tue Nov 06 2012 10:23:51.7183 */+XMLCE  ARXMLCreateEntry from Webservice 
(protocol 13) at IP address xx.xx.xx.xx
Tue Nov 06 2012 10:23:51.7686 */-XMLCEOK

But occasionally we see the first line and no corresponding -XMLCE.  About 11 
minutes (note milliseconds in the error below) later in our SystemOut.log from 
Websphere:

[11/6/12 13:34:04:866 CST] 0037 SystemOut O - Connects to ARServer 
(server name removew) through Java Rpc failed with: ERROR (91): RPC call 
failed; ONC/RPC call timed out
[11/6/12 13:34:04:882 CST] 006c SystemOut O - getApiRecording: 0
[11/6/12 13:34:04:883 CST] 0049 SystemOut O - getApiRecording: 0
[11/6/12 13:34:04:920 CST] 0069 SystemOut O - getApiRecording: 0
[11/6/12 13:36:04:847 CST] 006c SystemOut O - getApiRecording: 0
[11/6/12 13:36:04:878 CST] 0069 SystemOut O - getApiRecording: 0
[11/6/12 13:36:53:342 CST] 00a2 SystemOut O - getApiRecording: 0
[11/6/12 13:36:53:343 CST] 00a1 SystemOut O - getApiRecording: 0
[11/6/12 13:37:15:266 CST] 00a4 SystemOut O - getApiRecording: 0
[11/6/12 13:37:15:266 CST] 00a5 SystemOut O - getApiRecording: 0
[11/6/12 13:37:35:817 CST] 00a7 SystemOut O - getApiRecording: 0
[11/6/12 13:38:04:820 CST] 0037 SystemOut O - getApiRecording: 0
[11/6/12 13:38:04:822 CST] 0053 SystemOut O - getApiRecording: 0
[11/6/12 13:38:04:826 CST] 006c SystemOut O - getApiRecording: 0
[11/6/12 13:38:04:843 CST] 002e SystemOut O - getApiRecording: 0
[11/6/12 13:38:04:852 CST] 0069 SystemOut O - getApiRecording: 0
[11/6/12 13:38:53:307 CST] 00a2 SystemOut O - getApiRecording: 0
[11/6/12 13:40:04:784 CST] 0053 SystemOut O - getApiRecording: 0
[11/6/12 13:40:04:802 CST] 003c SystemOut O - getApiRecording: 0
[11/6/12 13:40:53:267 CST] 00a2 SystemOut O - getApiRecording: 0
[11/6/12 13:41:09:066 CST] 0032 ThreadMonitor W   WSVR0605W: Thread 
"WebContainer : 51" (0063) has been active for 675278 milliseconds and may 
be hung.  There is/are 1 thread(s) in total in the server that may be hung.
at 
com.remedy.arsys.goat.preferences.ARUserPreferences.getUserPreferences(Unknown 
Source)
at com.remedy.arsys.stubs.SessionData.(Unknown Source)
at com.remedy.arsys.session.Login.initWebService(Unknown Source)
at com.remedy.arsys.ws.services.ARService.login(Unknown Source)
at 
com.remedy.arsys.ws.services.ARService.processRequest(Unknown Source)
at sun.reflect.GeneratedMethodAccessor31.invoke(Unknown Source)
at 
sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
at java.lang.reflect.Method.invoke(Method.java:618)
at 
org.apache.axis.providers.java.MsgProvider.processMessage(MsgProvider.java:141)
at 
org.apache.axis.providers.java.JavaProvider.invoke(JavaProvider.java:319)
at 
org.apache.axis.strategies.InvocationStrategy.visit(InvocationStrategy.java:32)
at org.apache.axis.SimpleChain.doVisiting(SimpleChain.java:118)
at org.apache.axis.SimpleChain.invoke(SimpleChain.java:83)
at 
org.apache.axis.handlers.soap.SOAPService.invoke(SOAPService.java:453)
at org.apache.axis.server.AxisServer.invoke(AxisServer.java:281)
at 
org.apache.axis.transport.http.AxisServlet.doPost(AxisServlet.java:699)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:763)
at 
org.apache.axis.transport.http.AxisServletBase.service(AxisServletBase.java:327)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:856)
at 
com.ibm.ws.

Re: Updates via Import into Asset

[Garrison, Sean (Norcross)]

Direct SQL would work great :)

UPDATE AST_MONITOR SET SERIAL_NUMBER = replace(SERIAL_NUMBER, '-','');

Sean



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lisa Kemes
Sent: Wednesday, October 17, 2012 2:09 PM
To: arslist@ARSLIST.ORG
Subject: Updates via Import into Asset

**
Hello all!!  :)

We import assets into the AST:XXX forms (for example AST:Monitor).  We do not 
use AIE.  Customer imported records into the AST:Monitor form and put hyphens 
in the serial number and would like to take them out (the hyphens).  We 
exported the data into a .csv file, cleared out the hyphens and now would like 
to import the updates.

Is there an easy way to do this?  I tried doing an import using the data import 
tool (using the Update Old Record with New Record's Data option under "Handle 
Duplicate Request IDs by") and it wants to add this to the database, not update 
it.

Any ideas?

ARS 7.5
ITSM 7.5
Windows 2003
SQL

Thanks!

Lisa
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"BackupAssetID" on Base Element ... anyone know what it is for?

[Garrison, Sean (Norcross)]

Anyone know what the "BackupAssetID" field (On Base Element) is used for?  Is 
there any workflow associated with this?  I can't find any active links, 
filters or tables tied to it and can't find any documentation on what this 
field is for.

We are on running ARS 7.6.01.

Thanks,

Sean



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Re: Status Reasons for Assigned and In Progress Statuses

[Garrison, Sean (Norcross)]

The reason it clears it out is because of this:

"It is status dependent so when the "Status" changes you typically need a new 
"Status Reason" for why it is in that state."

You are wanting to use it in the opposite way:

Which is to use "Status Reason" as the actual status of the ticket.  "Analysis, 
Test, etc.".  

When out of the box it doesn't work that way.  

Alternate approaches:

Use "Change Management" if your fix to an incident requires something other 
than a restart.  
Use "Tasks" with Incident management 

Sean




  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Tuesday, October 09, 2012 4:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status Reasons for Assigned and In Progress Statuses

Sean, 

Thank you for your response. However, that is exactly what I did... I have 
previously added Status Reasons to the Pending Status so I know you need to add 
the data and modify the hidden Status_Reason field on the form.

As I had said, what is happening is that if the Status is either Assigned or In 
Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting set to null 
upon save (filter).

Is there a good reason that these filters are doing this? Has anyone else used 
Status Reasons for the Assigned and/or In Progress statuses?


Ken.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Tuesday, October 09, 2012 4:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status Reasons for Assigned and In Progress Statuses

Status Reason is determined from "SYS:StatusReason Menu Items" where 'Form 
Name' = "HPD:Help Desk".  It is status dependent so when the "Status" changes 
you typically need a new "Status Reason" for why it is in that state.  

Keep in mind that the field on HPD:Help Desk is a display only field 
(z1D_Status_Reason)( 100881).  There is workflow that sets the underlying 
"Status Reason" field.  Not only do you have to add it to "SYS:StatusReason 
Menu Items" but you also have to add an entry to the hidden "Status Reason" 
(100150) field on Incidents.  

Hope that helps ...

Sean

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Tuesday, October 09, 2012 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Status Reasons for Assigned and In Progress Statuses

ITSM 7.6

On Incident, a customer would like to add several Status Reason menu choices 
associated with the Assigned and In Progress Statuses. They intend to use is as 
a sort of sub-status (for example: In Progress with a Status Reasons of 
Analysis, Test, Document Prep, etc)

I have added the Status Reason menu choices and they show up properly. However, 
now I see that there are filters that are clearing the field upon save. I plan 
to disable or work around them.

My question is does anybody know no a good reason why I shouldn't do this... 
why the Status Reason must be cleared out if the Status is either Assigned or 
In Progress?

Has anybody else used the Status Reason with either of those two Statuses?

Thanks,
Ken.



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Re: Status Reasons for Assigned and In Progress Statuses

[Garrison, Sean (Norcross)]

Status Reason is determined from "SYS:StatusReason Menu Items" where 'Form 
Name' = "HPD:Help Desk".  It is status dependent so when the "Status" changes 
you typically need a new "Status Reason" for why it is in that state.  

Keep in mind that the field on HPD:Help Desk is a display only field 
(z1D_Status_Reason)( 100881).  There is workflow that sets the underlying 
"Status Reason" field.  Not only do you have to add it to "SYS:StatusReason 
Menu Items" but you also have to add an entry to the hidden "Status Reason" 
(100150) field on Incidents.  

Hope that helps ...

Sean

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Tuesday, October 09, 2012 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Status Reasons for Assigned and In Progress Statuses

ITSM 7.6

On Incident, a customer would like to add several Status Reason menu choices 
associated with the Assigned and In Progress Statuses. They intend to use is as 
a sort of sub-status (for example: In Progress with a Status Reasons of 
Analysis, Test, Document Prep, etc)

I have added the Status Reason menu choices and they show up properly. However, 
now I see that there are filters that are clearing the field upon save. I plan 
to disable or work around them.

My question is does anybody know no a good reason why I shouldn't do this... 
why the Status Reason must be cleared out if the Status is either Assigned or 
In Progress?

Has anybody else used the Status Reason with either of those two Statuses?

Thanks,
Ken.



**
This email and any files transmitted with it are confidential and intended 
solely for the addressee. If you have received this email in error please 
notify the system manager. Subject to local law, communications (including 
traffic data) with Hubbell may be monitored by our systems [or a third party's 
systems on our behalf] for the purposes of security and the assessment of 
internal compliance with Hubbell policies. This footnote also confirms that 
this email message has been swept for the presence of computer viruses.
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Re: If BMC Remedy had a theme song

[Garrison, Sean (Norcross)]

"No More Drama" by Mary J. Blige 

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Wednesday, August 29, 2012 2:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: If BMC Remedy had a theme song

**
I've always thought of the song by The Prodigy, "Poison."  The lyrics are 
mostly the two guys singing back and forth, "I got the poison..." then the 
other "I got the remedy, I got the pulsating rhythmical remedy."  I don't know 
about you, but my 7.6.4 installation is neither pulsating or rhythmical.  I'm 
not sure if that's good or bad.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Tuesday, August 28, 2012 5:03 PM
To: arslist@ARSLIST.ORG
Subject: OT: If BMC Remedy had a theme song

**

(I went to a baseball game last night (Minnesota Twins) -- and for some reason 
I was paying attention to the theme song for each batter -- kind of fun)

Anyways, if BMC Remedy had a theme song - what would it be?






-John



--
John Sundberg
Kinetic Data, Inc.
"Your Business, Your Process"
Recipient of:

WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award
john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com









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JOB: Norcross, GA Remedy Administrator

[Garrison, Sean (Norcross)]

Remedy Administrator
Position Description
The Remedy Administrator will be one of two resources responsible for the 
installation, administration and maintenance of the Remedy ITSM platform 
components including ARS base and Remedy mid-tier. The individual will be 
responsible for producing and maintaining technical documentation for the 
Remedy application architecture. The candidate will also be part of a team 
responsible to do root-cause analysis., troubleshooting of incidents and be a 
point of contact and technical liaison between development and the engineering 
and operations teams within ETG. The candidate will also be responsible to 
submit/wok trouble tickets and work directly with our Vendors (including but 
not limited to BMC and xMatters) for recommendations (and the execution of) 
performance tuning and optimization measures for AR System, ITSM modules and 
their respective backend database and mid-tier components.
Specialized knowledge, skills, abilities

 *   4-6 years practical Remedy experience (with focus on version 7 x or higher)
 *   3+ years of experience configuring and customizing the Remedy ITSM Suite
 *   Oracle/SQL Server experience (querying)
 *   Ability to work in a self-directed and independent fashion as well as 
within a group setting
 *   Strong verbal communication and technical writing skills a must
 *   Remedy ITM Development skills a plus
 *   General experience with Red hat Linux required
 *   Experience with Weblogics Application Server (for Remedy mid-tier)
Special Training Needs

 *   Supplemental BMC Remedy training (ongoing - as we progress and evolve to 
newer versions of training)
 *   Competencies/Traits desired
 *   Experience with Enterprise Red hat Linux
 *   Experience with Relational Databases (oracle, SQL Server)
 *   Strong understanding of CMDB modeling a plus
 *   Strong understanding of ITIL (ITIL v3 Foundation - certification a plus)
Required Certifications

 *   ITIL v3 Foundation Certification *a plus (but not required)
If you are interested please apply via this link:

https://www4.recruitingcenter.net/Clients/fiservcareers/PublicJobs/controller.cfm?jbaction=JobProfile&Job_Id=39961&esid=az


Thanks,

Sean



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Re: Scripting a process to run under armonitor ....

[Garrison, Sean (Norcross)]

So what you are saying is that the & sign below is what may be causing the 
problem?

${REMEDY_INSTALL_DIR}/aie/service/bin/aie -y ${REMEDY_INSTALL_DIR}/aie/service 
-n "" -p "0" $1 $2 $3 $4 $5 $6 &

Thanks,

Sean


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Monday, May 21, 2012 10:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Scripting a process to run under armonitor 

Hi,

If you create a normal unix daemon process, it will fork off and then exit the 
initial process. This is not how ARMoniotor expects the processes to work.

The armonitor process should NOT exit unless it dies. Just keep your process 
running, and ARMonitor will know when it dies.

The 4 x restarts are time based, and it only stops to restart your process if 
it dies 4 times within some kind of time interval. So if your process dies 
every 1 hour or so, it will be restarted indefinitely.

If you want to run something at an interval. Look at cron or Escalations 
instead.

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

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

> Hello Listers,
>
> I already searched the archives and couldn't find it.  Just wondering 
> if someone could point me in the right direction ...
>
> Has anyone ever attempted to add a process to armonitor (the aie 
> process comes to mind)?  If so how do I script for it so that it works 
> via armonitor?
>
>
> We are on ARS 7.5 patch 6
> Red Hat 4
> Oracle 11g
> WebLogic 10 for Mid-Tier
>
> My thinking is to try and follow what was done in the AREmail process
> (emaild.sh) but I saw this line which I don't think is available for 
> AIE ...
>
> ${JAVA_BIN}/java -Djava.library.path=${InstallPath} -cp ${CP_PATH} \
>   com.bmc.arsys.emaildaemon.AdminAgent -port 
> ${RMIPort} ping >${InstallPath}/emaild.stat
>
> It is my understanding armonitor attempts to restart a process for ~4 
> times and then no longer attempts to start it.  The part I can't 
> figure out is how does it know your process is running?  Wondering if 
> the above java process has something to do with it.
>
> I tried this a few years ago and armonitor just spawned the same 
> process over and over again.  Don't want to repeat the same mistakes again.
>
> Thanks,
>
> Sean
>
>
>
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>

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Scripting a process to run under armonitor ....

[Garrison, Sean (Norcross)]

Hello Listers,

I already searched the archives and couldn't find it.  Just wondering if 
someone could point me in the right direction ...

Has anyone ever attempted to add a process to armonitor (the aie process comes 
to mind)?  If so how do I script for it so that it works via armonitor?


We are on ARS 7.5 patch 6
Red Hat 4
Oracle 11g
WebLogic 10 for Mid-Tier

My thinking is to try and follow what was done in the AREmail process 
(emaild.sh) but I saw this line which I don't think is available for AIE ...

${JAVA_BIN}/java -Djava.library.path=${InstallPath} -cp ${CP_PATH} \
  com.bmc.arsys.emaildaemon.AdminAgent -port ${RMIPort} ping 
>${InstallPath}/emaild.stat

It is my understanding armonitor attempts to restart a process for ~4 times and 
then no longer attempts to start it.  The part I can't figure out is how does 
it know your process is running?  Wondering if the above java process has 
something to do with it.

I tried this a few years ago and armonitor just spawned the same process over 
and over again.  Don't want to repeat the same mistakes again.

Thanks,

Sean



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Re: Support Group Assignment

[Garrison, Sean (Norcross)]

Learned something new.  Thanks for the post Greg.  

Sean

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Greg Donalson
Sent: Friday, April 20, 2012 11:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support Group Assignment

Hi Mike,

Actually, if you do a search for a form called "Assignment Engine 
Administration".  It is a very cool form that they do not really tell you 
about.  We have tested it out here and it seems to work.  But you can add 
qualifications to what groups get auto-assignment rules.

Greg

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hocks, Mike (DOT)
Sent: Friday, April 20, 2012 10:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support Group Assignment

Thanks a lot for the feedback, hopefully they include this functionality in 7.7

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Friday, April 20, 2012 10:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support Group Assignment

We are on 7.6 of ITSM with a 7.5 backend application server.  Out of the box 
there is no way to do this at the support group level (that I am aware of).  A 
third party app like alarm point may help you with your particular need.  There 
are configurations you can make at the company/multi-tenancy (sp?) level.  For 
each company you can set whether support groups within each application are 
round robin, load balanced, or capacity.  Not sure if that has changed in later 
versions ...

Sean




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hocks, Mike (DOT)
Sent: Friday, April 20, 2012 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support Group Assignment

We are running 7.6.04 with a SQL backend

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Friday, April 20, 2012 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support Group Assignment

what version are you on?

- Original Message -
From: "Mike Hocks" 
To: arslist@ARSLIST.ORG
Sent: Friday, April 20, 2012 10:59:47 AM
Subject: Support Group Assignment

Is there a way to configure Incident Assignment Rules (i.e. Round Robin) for 
some Support Groups and not others? For example, we want our Service Desk Tier 
1 Support Group to leverage a Round Robin Assignment Rule but the Tier 2 
Support Group would have no Incident Assignment Rules, and incident assignment 
would be handled manually. 

Thanks,
-Mike

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Re: Support Group Assignment

[Garrison, Sean (Norcross)]

We are on 7.6 of ITSM with a 7.5 backend application server.  Out of the box 
there is no way to do this at the support group level (that I am aware of).  A 
third party app like alarm point may help you with your particular need.  There 
are configurations you can make at the company/multi-tenancy (sp?) level.  For 
each company you can set whether support groups within each application are 
round robin, load balanced, or capacity.  Not sure if that has changed in later 
versions ...

Sean




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hocks, Mike (DOT)
Sent: Friday, April 20, 2012 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support Group Assignment

We are running 7.6.04 with a SQL backend

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Friday, April 20, 2012 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support Group Assignment

what version are you on?

- Original Message -
From: "Mike Hocks" 
To: arslist@ARSLIST.ORG
Sent: Friday, April 20, 2012 10:59:47 AM
Subject: Support Group Assignment

Is there a way to configure Incident Assignment Rules (i.e. Round Robin) for 
some Support Groups and not others? For example, we want our Service Desk Tier 
1 Support Group to leverage a Round Robin Assignment Rule but the Tier 2 
Support Group would have no Incident Assignment Rules, and incident assignment 
would be handled manually. 

Thanks,
-Mike

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Re: Filter names question - `!

[Garrison, Sean (Norcross)]

You are right they are not the same ... ~! (I believe does an app release 
pending before performing the action in the filter --  can't confirm.  I know 
it existed in the 6.0 days.)  It is an old convention that is probably no 
longer supported.  `

`!  Is another special naming convention that does exactly what you have said - 
"overrides filter phasing"

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, April 06, 2012 10:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Filter names question - `!

**
Sean,
`! overrides filter phasing making things that happen in this Filter run in 
Phase 1Application-Release-Pending commits the actions of previous Push 
actions to the DB...the two are NOT the same

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Friday, April 06, 2012 7:02 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Filter names question - `!

**
"~!" - It was my understaning it was the same as calling 
"Application-Release-Pending".

Since "Application-Release-Pending" exists there is no need for the naming 
convention anymore (someone will probably correct me on this - unable to 
confirm it in the documentation).

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Friday, April 06, 2012 8:44 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Filter names question - `!

** Do any other "specials" exist other than `!

???


-John



--

John Sundberg
Kinetic Data, Inc.
"Your Business. Your Process."
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

651-556-0930 I 
john.sundb...@kineticdata.com<mailto:john.sundb...@kineticdata.com>
www.kineticdata.com<http://www.kineticdata.com/> I 
community.kineticdata.com<http://community.kineticdata.com/>



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Re: Filter names question - `!

[Garrison, Sean (Norcross)]

"~!" - It was my understaning it was the same as calling 
"Application-Release-Pending".

Since "Application-Release-Pending" exists there is no need for the naming 
convention anymore (someone will probably correct me on this - unable to 
confirm it in the documentation).

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Friday, April 06, 2012 8:44 AM
To: arslist@ARSLIST.ORG
Subject: Filter names question - `!

** Do any other "specials" exist other than `!

???


-John



--

John Sundberg
Kinetic Data, Inc.
"Your Business. Your Process."
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

651-556-0930 I 
john.sundb...@kineticdata.com
www.kineticdata.com I 
community.kineticdata.com



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Re: SOAP API (Resolved)

[Garrison, Sean (Norcross)]

You can't push a complex array but it is my understanding that you can create 
your own custom wsdl within remedy that is complex.  For example a company and 
all of its contacts.  One possible solution is to send a simple message via a 
filter to the external system and have it make a web service call to your 
custom wsdl to get your data ...

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, March 01, 2012 6:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: SOAP API (Resolved)

**
I freaked when I read "SOAP-encoded arrays and SOAP-encoded structures are not 
supported" I went back and actually RTM to find my where I had starting reading 
to far down the doc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, March 01, 2012 4:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: SOAP API

**
Isn't the SOAP API just another way of saying a Web Service?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, March 01, 2012 4:07 PM
To: arslist@ARSLIST.ORG
Subject: SOAP API

**
I need to be able to push data to another system through a SOAP API however the 
Remedy 7.5 Integration Guide says that this is not possible. Has anyone found a 
way to utilize SOAP API or is this functionality available in 7.6.04? I have 
not pulled the 7.6.+ IG up to actually read for myself yet.

Tommy Morris
CMDB Certified Specialist
Director of Remedy Integrations

[cid:image001.png@01CCF851.FD19FD00]
tommy.mor...@pinebreeze.com
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax


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<>

Re: Development question

[Garrison, Sean (Norcross)]

You ever thought about using the “Service” workflow?

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
Sent: Wednesday, February 29, 2012 9:34 AM
To: arslist@ARSLIST.ORG
Subject: Development question

** Hi listers,

Let's take the next example. Imagine we have a form, where there is some 
display only field used to start some active link workflow. But if the user 
only changed this field I don't want that ARS consider the request as 
"modified" and then prompts the user to abandon changes when he closes the form.

For instance a regular form with related forms. The related requests are shown 
in a table field. And some display only fields allow selecting the filtering of 
the table field. If someone changes the data of those fields to filter the 
table field and then closes the form, ARS prompts that if he abandon the form 
he will loose the changes.

I have some ideas about avoiding it, but I want to know your opinion and how do 
you handle it.

Thanks,

Jose M. Huerta
Project Manager

Movil: 661 665 088

Telf.: 971 75 03 24

Fax: 971 75 07 94


[cid:image001.jpg@01CCF6F8.3BCB6710]


SM2 Baleares S.A.
C/Rita Levi

Edificio SM2 Parc Bit

07121 Palma de Mallorca


 [cid:image002.jpg@01CCF6F8.3BCB6710] 
 
[cid:image003.jpg@01CCF6F8.3BCB6710]  
[cid:image004.jpg@01CCF6F8.3BCB6710] 



La información contenida en este mensaje de correo electrónico es confidencial. 
La misma, es enviada con la intención de que únicamente sea leída por la 
persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas 
no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por 
la misma vía, se abstenga de realizar copias del mensaje o remitirlo o 
entregarlo a otra persona y proceda a borrarlo de inmediato.

P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es 
necesario.

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<><><><>

Re: Question about "Oracle-Clob-Storage-In-Row" setting

[Garrison, Sean (Norcross)]

The doc I had was from 2008 ... lol.  So yours is more recent than the one I 
had.  I am not aware of a newer one.

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: Monday, February 13, 2012 5:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question about "Oracle-Clob-Storage-In-Row" setting

**
Sean,

Yep, got that handled.  Do you know if there is a more recent version of that 
white paper than the one I used from Oct 2009?

Thanks,
Thad
On Mon, Feb 13, 2012 at 12:35 PM, Garrison, Sean (Norcross) 
mailto:sean.garri...@fiserv.com>> wrote:
**
Just an FYI ... enabling this feature does not go back and fix all of the 
tables that are storing your data "Out of Row"  BMC has an oracle stored 
procedure for fixing that.  See page 10 and 11 of the "Using Oracle CLOBs with
BMC Remedy Action Request System" white paper.  Doing so will reduce your db 
size considerably (assuming you enabled it after installing ITSM).

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Thad Esser
Sent: Monday, February 13, 2012 3:26 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Question about "Oracle-Clob-Storage-In-Row" setting

**

I was just testing that scenario as you responded.  I created a new regular 
form, adding a character field with db length 8000 before the first save.

This is what showed in the logs (clipped for brevity) when I did save it:

CREATE TABLE T2011 (C1 varchar(15) not null,C2 varchar(254) NULL,C3 
number(15,0) not null,C4 varchar(254) NULL,C5 varchar(254) not null,C6 
number(15,0) not null,C7 number(15,0) not null,C8 varchar(254) not null)
OK
CREATE UNIQUE  INDEX IT2011 ON T2011 (C1)
OK
CREATE TABLE H2011 (entryId varchar(15) not null,T0 number(15,0) NULL,U0 
varchar(254) NULL,T1 number(15,0) NULL,U1 varchar(254) NULL,T2 number(15,0) 
NULL,U2 varchar(254) NULL,T3 number(15,0) NULL,U3 varchar(254) NULL,T4 
number(15,0) NULL,U4 varchar(254) NULL)
OK

...

...

ALTER TABLE T2011 ADD (C536870913 clob NULL)

Still no indication that it is accounting for the storage in row.  I'm sure 
it's there, I would just like to "see" it happening or be able to verify it 
somehow.

Thanks,
Thad

On Mon, Feb 13, 2012 at 12:04 PM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
You will only see the clause if you add a 0 length character field (or a Diary 
or a field bigger than 4000 characters) as those are stored as a CLOB.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Thad Esser
Sent: Monday, February 13, 2012 1:50 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Question about "Oracle-Clob-Storage-In-Row" setting

**
Hello,
We are setting up a new 7.6.04 sandbox server (ARS on AIX, db is Oracle 11gR2) 
and reviewing our settings from prior versions.  We've set 
"Oracle-Clob-Storage-In-Row: T" in the ar.conf.
My understanding from reading the documents was that this setting causes ARS to 
add a clause to the CREATE TABLE statement so that clobs are stored in row.  In 
the "Using Oracle CLOBs with BMC Remedy Action Request System" (March 2009, 
89963) white paper it says:
  "To specify the storage option at the Oracle database level, use the 
ENABLE|DISABLE STORAGE IN ROW clause of the CREATE TABLE statement."

So with the setting set and sql logging turned on, I created a regular form, 
core fields only.  This is the entire CREATE TABLE statement from the log:
  CREATE TABLE T2005 (C1 varchar(15) not null,C2 varchar(254) NULL,C3 
number(15,0) not null,C4 varchar(254) NULL,C5 varchar(254) not null,C6 
number(15,0) not null,C7 number(15,0) not null,C8 varchar(254) not null)

Shouldn't there be a part of that that says "STORAGE IN ROW" or something 
similar?  I tried googling for examples of what the SQL should look like, but 
didn't find anything definitive.
Is there a way to see if STORAGE IN ROW has been set for that table?
Out of curiousity, I ran the same test on our existing 7.1 dev server which has 
been running with that setting for years and got the same results.  So I figure 
I'm misunderstanding something and would appreciate any insights.
Thanks,
Thad
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Re: Question about "Oracle-Clob-Storage-In-Row" setting

[Garrison, Sean (Norcross)]

Just an FYI ... enabling this feature does not go back and fix all of the 
tables that are storing your data "Out of Row"  BMC has an oracle stored 
procedure for fixing that.  See page 10 and 11 of the "Using Oracle CLOBs with
BMC Remedy Action Request System" white paper.  Doing so will reduce your db 
size considerably (assuming you enabled it after installing ITSM).

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: Monday, February 13, 2012 3:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question about "Oracle-Clob-Storage-In-Row" setting

**

I was just testing that scenario as you responded.  I created a new regular 
form, adding a character field with db length 8000 before the first save.

This is what showed in the logs (clipped for brevity) when I did save it:

CREATE TABLE T2011 (C1 varchar(15) not null,C2 varchar(254) NULL,C3 
number(15,0) not null,C4 varchar(254) NULL,C5 varchar(254) not null,C6 
number(15,0) not null,C7 number(15,0) not null,C8 varchar(254) not null)
OK
CREATE UNIQUE  INDEX IT2011 ON T2011 (C1)
OK
CREATE TABLE H2011 (entryId varchar(15) not null,T0 number(15,0) NULL,U0 
varchar(254) NULL,T1 number(15,0) NULL,U1 varchar(254) NULL,T2 number(15,0) 
NULL,U2 varchar(254) NULL,T3 number(15,0) NULL,U3 varchar(254) NULL,T4 
number(15,0) NULL,U4 varchar(254) NULL)
OK

...

...

ALTER TABLE T2011 ADD (C536870913 clob NULL)

Still no indication that it is accounting for the storage in row.  I'm sure 
it's there, I would just like to "see" it happening or be able to verify it 
somehow.

Thanks,
Thad

On Mon, Feb 13, 2012 at 12:04 PM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
You will only see the clause if you add a 0 length character field (or a Diary 
or a field bigger than 4000 characters) as those are stored as a CLOB.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: Monday, February 13, 2012 1:50 PM
To: arslist@ARSLIST.ORG
Subject: Question about "Oracle-Clob-Storage-In-Row" setting

**
Hello,
We are setting up a new 7.6.04 sandbox server (ARS on AIX, db is Oracle 11gR2) 
and reviewing our settings from prior versions.  We've set 
"Oracle-Clob-Storage-In-Row: T" in the ar.conf.
My understanding from reading the documents was that this setting causes ARS to 
add a clause to the CREATE TABLE statement so that clobs are stored in row.  In 
the "Using Oracle CLOBs with BMC Remedy Action Request System" (March 2009, 
89963) white paper it says:
  "To specify the storage option at the Oracle database level, use the 
ENABLE|DISABLE STORAGE IN ROW clause of the CREATE TABLE statement."

So with the setting set and sql logging turned on, I created a regular form, 
core fields only.  This is the entire CREATE TABLE statement from the log:
  CREATE TABLE T2005 (C1 varchar(15) not null,C2 varchar(254) NULL,C3 
number(15,0) not null,C4 varchar(254) NULL,C5 varchar(254) not null,C6 
number(15,0) not null,C7 number(15,0) not null,C8 varchar(254) not null)

Shouldn't there be a part of that that says "STORAGE IN ROW" or something 
similar?  I tried googling for examples of what the SQL should look like, but 
didn't find anything definitive.
Is there a way to see if STORAGE IN ROW has been set for that table?
Out of curiousity, I ran the same test on our existing 7.1 dev server which has 
been running with that setting for years and got the same results.  So I figure 
I'm misunderstanding something and would appreciate any insights.
Thanks,
Thad
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Re: Web service

[Garrison, Sean (Norcross)]

Have you already tried flushing the cache on the mid-tiers or restarting the 
mid-tier servers?  I have encountered this issue before whenever I have 
forgotten to do that. 

Sean

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Niddhi Singh
Sent: Monday, February 13, 2012 8:20 AM
To: arslist@ARSLIST.ORG
Subject: Web service

Hi All,

I am getting the following error message when consuming a web service created 
using Developer studio.

ERROR (8940): Error during XML definition parsing

WSDL


- http://schemas.xmlsoap.org/wsdl/soap/"; 
xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/"; 
xmlns:wsdl="http://schemas.xmlsoap.org/wsdl/"; 
xmlns:xsd="http://www.w3.org/2001/XMLSchema";>
- 
- 
  
- 
- 
  
  
  
  
  
- 
- 
  
  
  
  
- 
- 
  
  
  
  
  
  
  
  
  
- 
  
  
- 
  
  
- 
  
  
- 
- 
  
  
  
  
- 
  http://schemas.xmlsoap.org/soap/http"; />
- 
  
- 
  
  
  
- 
  
  
  
  
- 
- 
  http://maxxweb/arsys/services/ARService?server=servenetdevdbs&webService=BBRECUpdate";
 />
  
  
  

XML using Soap UI

http://schemas.xmlsoap.org/soap/envelope/"; 
xmlns:urn="urn:BBRECUpdate">
   
  
 Test
 Tester
 
 
 
 en_CA
 
 America/New_York
  
   
   
  
 2012-02-13T00:00:00.000-05:00
 003
  
   


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Re: Server 'Alive' check

[Garrison, Sean (Norcross)]

Additional things to check:

NTE:SYS NT Process Control - is the queue building up and not clearing out?
Application Pending -- is the queue building up and not clearing out?
CAI:Events - is the queue building up and not clearing out?

Thanks,

Sean


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, February 10, 2012 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

**
Ahgood point, I hadn't considered that :)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Friday, February 10, 2012 8:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

**
You may want to make sure your script is not using a user in the Administrator 
group, so that if for some reason you want to put a server in Admin Only mode, 
your script would return a failure and have the loadbalancer remove the server 
from the load balanced group if you set admin only mode to on, something I wish 
we had done at our installation.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, February 10, 2012 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

**
Well...in my situation, I have a Server Group...so the effort that I'm working 
on is to make my Load Balancer 'smarter' so that I can take a node out of 
rotation if it's not working, so this particular approach wouldn't quite work 
for me, but I agree that in a 'manual' manner, it seems to be a reasonable 
scenario :)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, February 09, 2012 3:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

**
I am usually satisfied with watching the AR System Email Messages form from the 
User Tool - I keep an open session on a work desktop that refreshes an open 
query for Send Message = "Yes" every 5 minutes, and another open query for 
Message Type = "Outgoing" where I can refresh to see all outbound traffic.  If 
I remote in to look at it and see a miscellaneous tli error dialog, SOMETHING 
blocked the connection, at least momentarily, and I start troubleshooting from 
there by clearing the dialog.

A method that requires even less effort is that I also have a folder in my 
mailbox that gets copies of notifications to the central Helpdesk, where I am 
an Associate Member.  If there is recent traffic (unread mail in that folder), 
there isn't a problem.  Basically, if people are entering tickets via one of 
the mid-tiers or Kinetic Request, and notifications (or escalations) are going 
out, it's working. A corollary benefit of this is that I see outage 
notifications and maintain an awareness of what kinds of tickets are being 
entered by both support staff and customers.

That may not be what you are looking for, but it works for us.

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:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, February 09, 2012 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Server 'Alive' check

**
Listers,
As we have discussed several times in the past a simple 'port check' isn't 
sufficient to tell you that your server is 'alive'.  I'm looking for assistance 
with 'what do you check' when you are checking to see if your remedy server is 
alive and healthy.  I'm not looking to check the MidTier in this effort...just 
the Remedy server itself.  So far I have my script performing the following 
actions


-  Login

-  Search User Form

-  Execute Service

The first of course ensures that the server is processing logins
The second asks the remedy server to connect to the DB and return results
The third 'exercises' it just a bit, asking it to do some things that one of 
our services does, and return a result

These are of course just a small sampling of things I can have my script do...I 
was looking to the list to see if you have any 'oh yea, that's a good check' 
type of things that you typically do when embarking on this type of effort.
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JOB:Senior Remedy Configuration Engineer - Altanta, Georgia

[Garrison, Sean (Norcross)]

Below is a job opening here at Fiserv for a what we on the list would probably 
call a "Remedy Admin".  This person will not be doing any development per se 
but will be responsible for setting up servers, migrating code changes, 
troubleshooting issues, etc.  This position will require carrying a pager so 
keep this in mind before applying.
You can apply here:
https://www4.recruitingcenter.net/Clients/fiservcareers/PublicJobs/controller.cfm?jbaction=JobProfile&Job_Id=37273&esid=az

Or e-mail your resume to Kesha Day 
(kesha@fiserv.com)   if interested.

Job Description:
Senior Remedy Configuration Engineer
The Senior Remedy Configuration Engineer provides full Remedy administration 
support for an enterprise implementation of best practices from ITIL 
(Information Technology Infrastructure Library). This role support all key 
process areas of ITIL including service level management, IT service continuity 
management, change management, configuration management, knowledge management, 
incident management, problem management, and service measurement.
Responsibilities:
* Full proficiency in the administration of BMC Remedy IT Service Management 
(ITSM) suite and IT Business Management (ITBM) and related modules including 
Asset Management, Change Management, Customer Support, IT Service Management, 
Knowledge Management, Quality Management, Service Desk, and Service Level 
Agreements
* Diagnose, operate, administer, configure and maintain the Remedy Incident 
Management system
* Accountable for administration, of Remedy Action Request System solutions, 
with a strong focus on the out-of-the box
* Assist in the gathering of requirements, prepare technical assessments, 
provide technical support, training and administration
* Work across teams to ensure the highest level platform performance, 
availability and disaster recovery
* Scheduling, testing and deploying regular patches to multiple environments
* Work closely with the business analysts and development team to assist in the 
appropriate extension, integration or development of the platform. Develop, 
publish and maintain statistical, management and custom reports
Requirements:
Qualifications:
* Red Hat Enterprise Linux experience
* Excellent analytical and problem-solving abilities
* Effective technical writing and documentation skills
* Strong organization and communications skills; must clearly communicate 
technical issues and resolutions to key stakeholders, both orally as well as in 
writing
Preferred Qualifications and Experience:
* 3 - 5+ years of relevant experience
* 7.6.04 experience preferred
* Good customer presentation and project management skills (including good 
listening and customer interaction skills)
* Technical proficiency in relevant operating systems, applications, 
programming languages and technologies (including the BMC Remedy Action Request 
System, Mid-Tier, ITSM Suite components, and ITBM)
* Engage in user, system, and support requirements gathering and provide 
architectural solution to meet customer requirements of the Remedy application
* Excellent analytical and problem

Thanks,
Sean

Fiserv, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and 
maintains a Drug-Free Workplace



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Re: E-Mail not being read from Exchange server as fast as usual

[Garrison, Sean (Norcross)]

What's the value of these in your EmailDaemon.properties file?

com.bmc.arsys.emaildaemon.ChunkSize=100
com.bmc.arsys.emaildaemon.UserChunkSize=5000
com.bmc.arsys.emaildaemon.SendEmailSetSize=100
com.bmc.arsys.emaildaemon.IncomingMessagesQueueSize=100
com.bmc.arsys.emaildaemon.IncomingConnectionRecycleSize=100
com.bmc.arsys.emaildaemon.OutgoingConnectionRecycleSize=100

If that isn't the issue turn on debugging.  A possible issue could be that you 
are attempting to pop an e-mail that has special characters in it that your DB 
does not support (for example spam from China) or something like that.  You 
won't know till you look at the debug logs though.

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, January 18, 2012 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: E-Mail not being read from Exchange server as fast as usual

**
Curt,
Is that to say that you have over 100 in the mailbox but it's only pulling in 
6-7?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Schryver, Curt
Sent: Wednesday, January 18, 2012 8:36 AM
To: arslist@ARSLIST.ORG
Subject: E-Mail not being read from Exchange server as fast as usual

**
We are running ARSystem 7.1.0 patch 007 and engine (file version) 7.1.00.008 on 
an Oracle DB.  We have several mailboxes configured - three inbound and one 
outbound.  Nothing has been changed in over a year.  One of the inbound gets 
the brunt of the workload - it is configured at POP3.  The polling interval is 
set to 3 minutes.  We typically see it read 100 e-mails from the Exchange 
server at a time and don't have any issues.  Today, it only seems to be reading 
six or seven messages at a time.  I've spoken with our Exchange support people 
and they don't see any issues on the server.  I have no error messages in the 
stderr.log file.  I have already stopped/started the e-mail engine service.

Any ideas?

Thanks in advance!
Curt A. Schryver
Action Request System Administrator
TE Connectivity
717-810-2109 tel
717-810-2124 fax
cschry...@te.com
100 AMP Drive
MS 161-043
Harrisburg, PA 17105


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Re: POLL: would you like the user tool back (7.6.04)

[Garrison, Sean (Norcross)]

My vote is No  

If they remove the need for the user tool I will probably see the following 
things from BMC:


1.  A core focus on making the web faster/more feature rich.
2.  The possibility of integrating the mid-tier with the application server.  
Which would make for simpler less complex installs.  Imagine only having to 
install a .war file.  
3.  Better support because resources would be focused on one platform (java 
maybe?) instead of the multiple os platforms out there.  
4.  No longer have to worry about users that have old user tools installed.

>From my standpoint the only thing holding them back would be supporting the 
>legacy apps that use the C api but I'm sure BMC is smart enough to figure it 
>out.


Thanks,

Sean

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Re: How do I force a filter to only happen after save? i.e. phase 3 ....

[Garrison, Sean (Norcross)]

I tried the "Temp" table that ARSmarts mentioned and was not able to get it to 
fire on "Delete".  When it sent the command using Application-Delete-Entry 
"$SCHEMA$" $1$ it did not trigger the filter action that ran on "Delete".  I am 
on ARS 7.5 patch 6 so I hope it isn't a bug but am going to run some more tests 
to make sure I didn't configure something wrong.

Kelly - this is a good idea and I am currently researching.  It looks like you 
can enter in the mapping using a form called "Define Command and Command 
Parameters".  I need to register my app (since it is custom) using the "CAI 
Application Registry" but in theory this might work.  Am I missing something?

Thanks,

Sean





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Thursday, December 22, 2011 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: How do I force a filter to only happen after save? i.e. phase 3 


**
It sounds like this (and ARSmarts') answer is essentially creating your own 
CAI:Events system.  Rather than adding another form and workflow to be 
maintained, could you just use then event engine already there?


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com>
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Babineau, Robert
Sent: Monday, December 19, 2011 12:21 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: FW: How do I force a filter to only happen after save? i.e. phase 3 


**
So, not knowing all the workflow in your process, I can't recommend anything to 
change to make it work with phase 1 and phase 2 processing, so I'll answer your 
question directly.

There is no filter phase override to make them run in phase 3 (only phase 1).  
However, the following actions do occur in phase 3:  Notify, Run Process, and 
DSO.  The run process includes external and internal run process directives.  
We had a similar issue with phase processing that was addressed with a temp 
form and 2 filters.  Here is what we did:

1)  Create a temp form (called whatever) and create 1 filter that runs on 
"Submit" that does a "Run Process" action of "Application-Delete-Entry $SCHEMA$ 
$1$" (remember you may need to put the $SHEMA$ keyword in quotations if your 
form name has spaces in it).

2)  Create a 2nd filter on the temp form that runs on "Delete" which does a 
push to the form you need processing on phase 3 to occur.

So, if you follow the flow, you get:

1)  Push from Form A to Form B and Temp for (i.e. 2 push actions).

2)  All workflow for phase 2 runs on form B.

3)  Phase 3 processing kicks off (i.e. the run process) and deletes the 
entry on the Temp Form which triggers the update to Form B (simulating a Phase 
3 update).

Now, you'll also need to remember that because you are doing 2 pushes to Form B 
(one from Form A and one from the Temp Form), you need to disable any workflow 
processing from the 1st push (i.e. form A).  This is accomplished by pushing a 
special keyword or possibly a status value to form B in the 1st push that 
triggers a "Goto" action on Form B to jump to 1001 (i.e. jump over all workflow 
execution).  That way you don't get workflow firing twice on one update.

One other thing to note is that because the 2nd push is executed from a 
"delete" action, you don't get any feedback (i.e. messages) published back to 
the end user (if you have any).  You can get around this by creating an "After 
Modify/After Submit" active link that possibly reads the result message from 
Form B.  You'd have to store the message on Form B somewhere in a field.

Hope this is the kind of answers you were looking for.

Robert Babineau, P.Eng.
Bell Aliant
robert.babin...@bellaliant.ca<mailto:robert.babin...@bellaliant.ca>

From: Garrison, Sean (Norcross) [mailto:sean.garri...@fiserv.com]
Sent: December 16, 2011 3:14 PM
Subject: How do I force a filter to only happen after save? i.e. phase 3 

**
I have a workaround for this but I don't really like it.  But here is the 
problem I am trying to solve:

We have a custom crm app that contains people and clients.  I am trying to 
trigger an event for each client related to a person whe

Re: How do I force a filter to only happen after save? i.e. phase 3 ....

[Garrison, Sean (Norcross)]

This is a really good idea and I believe it will work.  I'm going to try it out 
and let you know if it worked.

Thanks for your submission.

Sean




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Babineau, Robert
Sent: Monday, December 19, 2011 12:21 PM
To: arslist@ARSLIST.ORG
Subject: FW: How do I force a filter to only happen after save? i.e. phase 3 


**
So, not knowing all the workflow in your process, I can't recommend anything to 
change to make it work with phase 1 and phase 2 processing, so I'll answer your 
question directly.

There is no filter phase override to make them run in phase 3 (only phase 1).  
However, the following actions do occur in phase 3:  Notify, Run Process, and 
DSO.  The run process includes external and internal run process directives.  
We had a similar issue with phase processing that was addressed with a temp 
form and 2 filters.  Here is what we did:

1)  Create a temp form (called whatever) and create 1 filter that runs on 
"Submit" that does a "Run Process" action of "Application-Delete-Entry $SCHEMA$ 
$1$" (remember you may need to put the $SHEMA$ keyword in quotations if your 
form name has spaces in it).

2)  Create a 2nd filter on the temp form that runs on "Delete" which does a 
push to the form you need processing on phase 3 to occur.

So, if you follow the flow, you get:

1)  Push from Form A to Form B and Temp for (i.e. 2 push actions).

2)  All workflow for phase 2 runs on form B.

3)  Phase 3 processing kicks off (i.e. the run process) and deletes the 
entry on the Temp Form which triggers the update to Form B (simulating a Phase 
3 update).

Now, you'll also need to remember that because you are doing 2 pushes to Form B 
(one from Form A and one from the Temp Form), you need to disable any workflow 
processing from the 1st push (i.e. form A).  This is accomplished by pushing a 
special keyword or possibly a status value to form B in the 1st push that 
triggers a "Goto" action on Form B to jump to 1001 (i.e. jump over all workflow 
execution).  That way you don't get workflow firing twice on one update.

One other thing to note is that because the 2nd push is executed from a 
"delete" action, you don't get any feedback (i.e. messages) published back to 
the end user (if you have any).  You can get around this by creating an "After 
Modify/After Submit" active link that possibly reads the result message from 
Form B.  You'd have to store the message on Form B somewhere in a field.

Hope this is the kind of answers you were looking for.

Robert Babineau, P.Eng.
Bell Aliant
robert.babin...@bellaliant.ca<mailto:robert.babin...@bellaliant.ca>

From: Garrison, Sean (Norcross) [mailto:sean.garri...@fiserv.com]
Sent: December 16, 2011 3:14 PM
Subject: How do I force a filter to only happen after save? i.e. phase 3 

**
I have a workaround for this but I don't really like it.  But here is the 
problem I am trying to solve:

We have a custom crm app that contains people and clients.  I am trying to 
trigger an event for each client related to a person whenever a field is 
changed on the people record.  I have set up a filter that does a push fields 
to a temp field on a join form to fire the workflow.

Here is what is happening:


1.I change the person's last name.

2.   Filter processing begins and filters fire.

3.   Filter processing phase 2 begins.

4.   I do a push fields to a join form to trigger the event.

5.   Filter processing phase 3 begins.

 Checking 
"CKFR:DM:People-on_Submit/Modify-990-PushContactChangesToPeople-Assn_Join~!" 
(990)
--> Passed -- perform actions
0: Push Fields -> "CKFR:DM:People-Assn_Join"


Even though I changed the name from "Smith" to "Jones" in my event I get 
"Smith" because the processing was done in phase 2.  I am not pushing the "Last 
Name" field to the join form because it already has it (that's why I created 
the join in the first place).  In addition because the "Jones" is in 
transaction it is not committed in the db yet.  I have a workaround but for the 
sake of learning was wondering if anyone has run into this before and what I 
could do to resolve it.

I have tried the following options:


1.Put a ~! At the end of the filter name.

2.   Use "Application-Release-Pending" run process command before the 
action fires in the filter.

3.   Use "Application-Set-Filter-Phasing "value" where value = "1".  This 
didn't work either.

4.   Use the "PERFORM-ACTION-APPLY" run process command

Thanks,

Sean


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Re: How do I force a filter to only happen after save? i.e. phase 3 ....

[Garrison, Sean (Norcross)]

Thanks Chris,

My workaround is close to that - add a table field to the "People" form and 
loop through each record.  This will send the "TR" values instead of the "DB" 
values like I am seeing.  Since I am 99% of the way there with what I have I am 
trying to avoid the rewrite I'm going to try a few more things to see if it 
resolves my issue.

Thanks,

Sean




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris (CONTR)
Sent: Friday, December 16, 2011 3:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: How do I force a filter to only happen after save? i.e. phase 3 


**
How about using the TR.Value which should capture the changed name?

--
Chris Danaceau
301-903-8741
Contractor to the Department Of Energy

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Friday, December 16, 2011 2:14 PM
To: arslist@ARSLIST.ORG
Subject: How do I force a filter to only happen after save? i.e. phase 3 

**
I have a workaround for this but I don't really like it.  But here is the 
problem I am trying to solve:

We have a custom crm app that contains people and clients.  I am trying to 
trigger an event for each client related to a person whenever a field is 
changed on the people record.  I have set up a filter that does a push fields 
to a temp field on a join form to fire the workflow.

Here is what is happening:


1.I change the person's last name.

2.   Filter processing begins and filters fire.

3.   Filter processing phase 2 begins.

4.   I do a push fields to a join form to trigger the event.

5.   Filter processing phase 3 begins.

 Checking 
"CKFR:DM:People-on_Submit/Modify-990-PushContactChangesToPeople-Assn_Join~!" 
(990)
--> Passed -- perform actions
0: Push Fields -> "CKFR:DM:People-Assn_Join"


Even though I changed the name from "Smith" to "Jones" in my event I get 
"Smith" because the processing was done in phase 2.  I am not pushing the "Last 
Name" field to the join form because it already has it (that's why I created 
the join in the first place).  In addition because the "Jones" is in 
transaction it is not committed in the db yet.  I have a workaround but for the 
sake of learning was wondering if anyone has run into this before and what I 
could do to resolve it.

I have tried the following options:


1.Put a ~! At the end of the filter name.

2.   Use "Application-Release-Pending" run process command before the 
action fires in the filter.

3.   Use "Application-Set-Filter-Phasing "value" where value = "1".  This 
didn't work either.

4.   Use the "PERFORM-ACTION-APPLY" run process command

Thanks,

Sean


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Re: How do I force a filter to only happen after save? i.e. phase 3 ....

[Garrison, Sean (Norcross)]

It is my understanding `! forces a phase 1 operation not a phase 3.

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Friday, December 16, 2011 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: How do I force a filter to only happen after save? i.e. phase 3 


**
You need to change the ~! To `! in the filter name

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Friday, December 16, 2011 1:14 PM
To: arslist@ARSLIST.ORG
Subject: How do I force a filter to only happen after save? i.e. phase 3 

**
I have a workaround for this but I don't really like it.  But here is the 
problem I am trying to solve:

We have a custom crm app that contains people and clients.  I am trying to 
trigger an event for each client related to a person whenever a field is 
changed on the people record.  I have set up a filter that does a push fields 
to a temp field on a join form to fire the workflow.

Here is what is happening:


1.I change the person's last name.

2.   Filter processing begins and filters fire.

3.   Filter processing phase 2 begins.

4.   I do a push fields to a join form to trigger the event.

5.   Filter processing phase 3 begins.

 Checking 
"CKFR:DM:People-on_Submit/Modify-990-PushContactChangesToPeople-Assn_Join~!" 
(990)
--> Passed -- perform actions
0: Push Fields -> "CKFR:DM:People-Assn_Join"


Even though I changed the name from "Smith" to "Jones" in my event I get 
"Smith" because the processing was done in phase 2.  I am not pushing the "Last 
Name" field to the join form because it already has it (that's why I created 
the join in the first place).  In addition because the "Jones" is in 
transaction it is not committed in the db yet.  I have a workaround but for the 
sake of learning was wondering if anyone has run into this before and what I 
could do to resolve it.

I have tried the following options:


1.Put a ~! At the end of the filter name.

2.   Use "Application-Release-Pending" run process command before the 
action fires in the filter.

3.   Use "Application-Set-Filter-Phasing "value" where value = "1".  This 
didn't work either.

4.   Use the "PERFORM-ACTION-APPLY" run process command

Thanks,

Sean


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Are"_
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How do I force a filter to only happen after save? i.e. phase 3 ....

[Garrison, Sean (Norcross)]

I have a workaround for this but I don't really like it.  But here is the 
problem I am trying to solve:

We have a custom crm app that contains people and clients.  I am trying to 
trigger an event for each client related to a person whenever a field is 
changed on the people record.  I have set up a filter that does a push fields 
to a temp field on a join form to fire the workflow.

Here is what is happening:


1.I change the person's last name.

2.   Filter processing begins and filters fire.

3.   Filter processing phase 2 begins.

4.   I do a push fields to a join form to trigger the event.

5.   Filter processing phase 3 begins.

 Checking 
"CKFR:DM:People-on_Submit/Modify-990-PushContactChangesToPeople-Assn_Join~!" 
(990)
--> Passed -- perform actions
0: Push Fields -> "CKFR:DM:People-Assn_Join"


Even though I changed the name from "Smith" to "Jones" in my event I get 
"Smith" because the processing was done in phase 2.  I am not pushing the "Last 
Name" field to the join form because it already has it (that's why I created 
the join in the first place).  In addition because the "Jones" is in 
transaction it is not committed in the db yet.  I have a workaround but for the 
sake of learning was wondering if anyone has run into this before and what I 
could do to resolve it.

I have tried the following options:


1.Put a ~! At the end of the filter name.

2.   Use "Application-Release-Pending" run process command before the 
action fires in the filter.

3.   Use "Application-Set-Filter-Phasing "value" where value = "1".  This 
didn't work either.

4.   Use the "PERFORM-ACTION-APPLY" run process command

Thanks,

Sean



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Re: Remedy Web-service Timezone question for date/timestamp fields

[Garrison, Sean (Norcross)]

Check the user that you are authenticating with for the web service call (you 
must pass in a user name and password).  My guess is the user's settings are 
-7.  It should be in the user's application preferences.

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chintan Shah
Sent: Wednesday, November 16, 2011 3:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Web-service Timezone question for date/timestamp fields

**
Hi Andrew,

I am sorry, I should have been more clear. I am consuming a web-service outside 
of web-service filter action(using a custom java web-service client).

Does that make a difference or is it still always server timezone?

My issue is both my midtier and ARServer are set to Pacific timezone, which 
means I should expect -8 and not -7 in SOAP envelope from Nov 6 onwards.

My default user for midtier is set to "America/Los_Angeles" timezone.

My dilemma is why is it sending me -7 instead of -8.

Thanks
Chintan.


From: Andrew C Goodall 
To: arslist@ARSLIST.ORG
Sent: Wednesday, November 16, 2011 10:50 AM
Subject: Re: Remedy Web-service Timezone question for date/timestamp fields
**
Comes from the timezone of the ARS server I believe that executes the web 
service filter action.
e.g. try changing your server timezone and see if it changes.

Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chintan Shah
Sent: Wednesday, November 16, 2011 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Web-service Timezone question for date/timestamp fields

Hello all,

I am getting an element back from Web-service which looks like this

2011-11-09T05:00:00-07:00

Now, question I have is who sets "-07:00"?

Is it hard-coded in midtier code or does mid-tier gets the timezone from 
preference form for default midtier user?

Thanks
Chintan.


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Re: Auto-Table Refresh After Active Link fires

[Garrison, Sean (Norcross)]

What are your settings for "Initial Row Selection" and for "Refresh Row 
Selection" for the table?  Have you played with those settings to see if it 
does what you want?  I have had similar issues because tables were set up a 
certain way by default and had to choose the "Retain Selection, No Workflow" 
option to keep it from happening.  

Thanks,

Sean

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mary Dollus
Sent: Wednesday, November 16, 2011 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Auto-Table Refresh After Active Link fires

Hi All!

We are in the process of upgrading to ARS 7.6.04 on our prod servers; and we 
have locally created forms, etc.  Currently we are on 7.1.0 patch 006.

During testing we found a 'new' feature we'd like to workaround or disable if 
possible for certain tables.  We have some tables in which several questions 
are stored and the user needs to go thru and answer before moving to another 
status.  So, what is happening is that they highlight a row in the table, which 
add the question to a box above the table, they answer the question and commit 
it to the db  by clicking on a button.  When they click on the button, in our 
CURRENT version, their cursor remains on the row and the table does NOT 
refresh.. in 7.6.04 however, after each commit (clicking on the button and an 
active link runs) the table refreshes and they have to scroll back down to the 
next question in line.  I've pasted info below from the Differences Doc 7.6.04 
version...

Is there a way to stop this Auto-refresh until they answer all the questions, 
without re-writing the entire process?

thanks so much!!! :)
Mary Dollus
SAIC Remedy Developer
(p.s. Hi ALL! it's been along time,, hope all is well with everyone! :))




This is from the 7.6.04 Behavioral Differences Between BMC Remedy User and 
Browser Clients doc… This is what I “think” may be causing the complaint of the 
table refreshing and setting the rows back to the top every time they answer a 
question in the table. 

CHANGE FIELD ACTION
Client
Added in 7.1.00 white paper—Refreshing a
table field occurs when the active link action
is processed.

Browser
Added in 7.1.00 white paper— Refreshing a
table field occurs after processing all active
links for an Execute On condition.

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Re: Application Pending Form

[Garrison, Sean (Norcross)]

CAI:Events and NTE:SYS-NT Process Control are two that come to mind.  CAI 
Events is mainly for SRM requests.  NTE:SYS-NT Process Control is for 
notifications.

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Michael Burton
Sent: Wednesday, November 16, 2011 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Application Pending Form

**
Hi,

Quick question regarding the Application Pending form. We are currently having 
a few issues with SLM in that we can't currently rebuild any service targets 
without the whole system becoming unstable and/or crashing out.

We have an open ticket with BMC and they may have found a problem in that our 
Application Pending form had over 300K entries and does not appear to 
clear/purge itself?

Does anybody else have this issue and/or do you know of any other forms which 
should possibly purge themselves and would cause performance issues if they 
didn't? We are running 7.6.04 on Linux.

Thanks

-
Mike




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Need help Modelling a "Failover" environment within the CMDB ....

[Garrison, Sean (Norcross)]

Does anyone have any best practice suggestions, or any approaches to modeling a 
failover environment within the CMDB?

Since the failover environment is related to the same "Application" or 
"Service" it makes it a little tricky but I would think the collective brains 
on the list have tackled this before.

Main issue we are trying to solve:
How will a person know that a server is for failover and is not "Production" at 
the moment?


Thanks,

Sean



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Re: Oracle-RAC and ARS Issues?

[Garrison, Sean (Norcross)]

We have had this issue before with the oracle RAC.  There is a setting in 
oracle called "max_commit_propagation_delay" that must be set to zero.  If not 
there will be a delay between all of the nodes when synchronizing data/schema 
changes. What was happening with us was that node 1 would get the update but 
because we had a load balanced connection it may query the data from node 3.  
Our dba had a delay set between the node synchronization.  So we would query 
node 3 for the data and Remedy would not be able to find it.

It seems to me that this may be happening in your environment.

Thanks,

Sean

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Sunday, October 16, 2011 4:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Oracle-RAC and ARS Issues?

John's note struck an odd thought.. What are the chances some developer has 
the wrong server configured to the wrong IP address on his host file on one 
of his laptop or PC he works from (If you'll or he is not using DHCP), thus 
sending some of the development to the wrong machine from one of them?

Its unlikely anyone would do that mistake, but not an impossibility..

Joe

-Original Message- 
From: John Peto
Sent: Sunday, October 16, 2011 3:22 PM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Oracle-RAC and ARS Issues?

Hi JD,

I'd say RAC with one node running is very close to a stand alone db...

Post restore I presume if you don't make any admin changes - the problem 
doesn't happen?  If that's the case then it's got to be worth putting SQL 
logging whilst you make changes, and until the problem occurs.

Either Remedy isn't issuing the full SQL statements, or the db is silently 
not applying them (both sound a little crazy).

If Remedy is issuing the correct SQL, then I'm thinking that dev and test 
are getting mixed up, i.e. admin changes made on dev, some of the SQL goes 
to dev RAC, some goes to test RAC, Remedy wouldn't complain - niether would 
the respective dbs (initially) - The whole things sounds crazy, but it would 
only take a load balanced VIP to get messed up or a tns.ora update to go 
bad.

There's many ways to check this at db level - but with no db support at all, 
I'd add a script to cron (assuming unix) to output netstat|grep 1521 to a 
file every few minutes and look for any IPs that aren't as per the tns entry 
for your SID.

Since the problem is crazy - I'm hedging that the explanation is crazy :-)

JP 

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Re: BMC Performance Matrix on ARS 7.6.04 on Different OS

[Garrison, Sean (Norcross)]

Hey Joe,

It is my understanding that MS-SQL outperforms any oracle implementation on any 
OS when it comes to case-insensitive searches (provided the hardware was 
similar).  Oracle does not support it as an option you turn on with 10g or 
earlier (10GR2 is where you can build indexes that use full text search).  
Before R2 you have to rebuild all of your searches to use “UPPER(FIELD1)  = 
UPPER(FIELD2)” which involves a full table scan because “UPPER” is a function.

I found this from a remedy message board:

“It should be noted that this is NOT a BMC/Remedy issue.
In Oracle 10g it is documented that you can set “case insensitivity” by setting 
the session
parameters:
NLS_SORT=BINARY_CI
and
NLS_COMP=LINGUISTIC
What we've found in various Oracle forums is that setting these renders all of 
your existing indexes useless to the DB until you
recreate them using the syntax:
create [unique] index index_name on
table_name (NLSSORT(column_name, 'NLS_SORT=BINARY_CI'));
Here’s an example of how this even affects the unique index on C1. Notice that 
without setting “case insensitivity” the DB is able
to do an INDEX UNIQUE SCAN returning the row very quickly with an overall cost 
of only 2:”

It should be noted that Remedy does not build indexes this way out of the box.  
You would have to configure ardb.conf to build them this way (and I’m not sure 
if it could do it).  Which would be a major pain.

Again … this could be accomplished via a different means in Remedy by using 
Full Text Search.  Your crunching is not done at the DB level but at the app 
level.  Not every field needs to be case insensitive.  You gain performance at 
the db level because of the case-sensitive search and you gain the 
functionality of case-insensitive search via Full Text Search.  – this would be 
realized if you went the Oracle route.

All I am saying is that there are other considerations when choosing your 
Hardware/OS.

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, October 05, 2011 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Performance Matrix on ARS 7.6.04 on Different OS

**


I heard the same thing about Oracle case insensitivity too.. But what I would 
like to know is compared to what?

Are we comparing an Oracle case sensitive database against another Oracle case 
insensitive database? If so yes its obvious there would be an expected 
performance hit..

Or is that comparison between a MS-SQL case insensitive database vs an Oracle 
on Unix case insensitive database of the same size and same type of data?

Or is that comparison between a MS-SQL case insensitive database vs an Oracle 
on Windows case insensitive database of the same size and same type of data?

The second and third comparison would be more the kind one would ideally want 
to look at if you want to really make a selection between two 
databases/platforms offering the same feature..

Joe

From: Garrison, Sean (Norcross)<mailto:sean.garri...@fiserv.com>
Sent: Wednesday, October 05, 2011 3:36 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: BMC Performance Matrix on ARS 7.6.04 on Different OS

**
Hi Bhupesh,

One thing that no one has mentioned on this thread is the consideration of case 
sensitivity.  If you want case-insensitive searches then MS-SQL would be a 
better bet.  However db performance would be reduced compared to Oracle.  Since 
it is MS-SQL your choice of OS becomes more clear …

Oracle Provides Case-Insensitive searching but it is my understanding that the 
performance of the DB is reduced dramatically when it is turned on (I’m sure 
someone on the list may disagree).  Another option is to use Oracle and utilize 
“Full Text Search” cabability within Remedy.  This requires some customization 
in that you must choose the fields that belong to the “Full Text Search” 
capability but also requires more resources for your app server.  The advantage 
of this approach is that you get the faster Oracle performance (case-sensitive) 
with the advantages of case-insensitive searches.

In addition I would recommend separating your app server from your DB server if 
you haven’t decided that already.

7.6 has new search capabilities which may make this an irrelevant discussion.  
I have been burned before because I did not bring up the case insensitive 
issue.  Just speaking from experience.

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupesh Gupta
Sent: Wednesday, October 05, 2011 5:19 AM
To: arslist@ARSLIST.ORG
Subject: BMC Performance Matrix on ARS 7.6.04 on Different OS

**
Hi - Does anybody has any input or any matrix on Performace og BMC ARS on 
different OS, so that We can take a decision that Which OS is more suitable.

I have option of both Windows 2008 or Unix , but on Which OS BMC Product&

Re: BMC Performance Matrix on ARS 7.6.04 on Different OS

[Garrison, Sean (Norcross)]

Hi Bhupesh,

One thing that no one has mentioned on this thread is the consideration of case 
sensitivity.  If you want case-insensitive searches then MS-SQL would be a 
better bet.  However db performance would be reduced compared to Oracle.  Since 
it is MS-SQL your choice of OS becomes more clear ...

Oracle Provides Case-Insensitive searching but it is my understanding that the 
performance of the DB is reduced dramatically when it is turned on (I'm sure 
someone on the list may disagree).  Another option is to use Oracle and utilize 
"Full Text Search" cabability within Remedy.  This requires some customization 
in that you must choose the fields that belong to the "Full Text Search" 
capability but also requires more resources for your app server.  The advantage 
of this approach is that you get the faster Oracle performance (case-sensitive) 
with the advantages of case-insensitive searches.

In addition I would recommend separating your app server from your DB server if 
you haven't decided that already.

7.6 has new search capabilities which may make this an irrelevant discussion.  
I have been burned before because I did not bring up the case insensitive 
issue.  Just speaking from experience.

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupesh Gupta
Sent: Wednesday, October 05, 2011 5:19 AM
To: arslist@ARSLIST.ORG
Subject: BMC Performance Matrix on ARS 7.6.04 on Different OS

**
Hi - Does anybody has any input or any matrix on Performace og BMC ARS on 
different OS, so that We can take a decision that Which OS is more suitable.

I have option of both Windows 2008 or Unix , but on Which OS BMC Product's 
performace is better.

Please  advise

--
Regards,
Bhupesh Gupta
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Re: Bitmap indexes vs Regular indexes

[Garrison, Sean (Norcross)]

Is there a way to accomplish what he is asking for by configuring the ardb.conf 
file?  I would think that the index could be maintained that way via Remedy.  
Just curious.

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, October 04, 2011 12:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Bitmap indexes vs Regular indexes

** Also keep in mind that certain form modifications will drop those indexes.  
If that happens you will need to recreate the indexes.  It used to be that the 
alteration of the precision of a decimal field, or the modification of a 
currency field would trigger this.  Not sure if this still holds true.

Axton Grams
On Tue, Oct 4, 2011 at 11:25 AM, Rick Cook 
mailto:remedyr...@gmail.com>> wrote:
** Well, the immediate question is best answered by whether fast submits or 
fast searches are more important.  That's a form-by-form argument, and you have 
to balance your users' needs and potential SLAs for performance in there as you 
see best.

The longer-term question is about the viability of having your indexes 
maintained at the DB level.  I think if I were having some there, I would want 
to have them all there - if that made sense from a performance standpoint, and 
if they could be maintained in sync with application customizations.  That's a 
lot of work - is the potential gain worth it?

Guillaume's advice is sound.

Rick

On Tue, Oct 4, 2011 at 9:19 AM, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
Hi Ron,

My thoughts are these bitmap indexes should be created at the database level, 
so that Remedy is not aware of them, because all Remedy created indexes are 
"standard" (i.e. b-tree indexes).
After these indexes are created, the DBA can profile the overall performance 
again, to see if the expected benefits are there. Otherwise, the bitmap indexes 
should be dropped and the indexes created as b-tree through Remedy.

When you migrate the forms between environments, you need to remember to 
re-create these bitmap indexes at the database level.

What BMC is saying that bitmap indexes are longer to write depends on the level 
of concurrency on the update of the bitmap index: it may or may not be an issue 
in your environment

take a look at this article here:

http://www.oracle.com/technetwork/articles/sharma-indexes-093638.html

Guillaume

From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG] on behalf of Ron Tavares 
[ron.tava...@gmail.com]
Sent: Tuesday, October 04, 2011 9:10 AM
To: arslist@ARSLIST.ORG
Subject: Bitmap indexes vs Regular indexes
**
Good Morning List,

I am a Remedy guy, not a DB guy,.. so I am looking for some help from the DBAs 
on the List.  Recently, our DBA ran a performance analysis of our Remedy DB and 
came back with 9 fields that are recommended for indexing.  3 of those fields 
are recommended to have bitmap indexes.  This cannot be created in Remedy.  So 
we can either create these as standard indexes instead of bitmap,  so that the 
Remedy system is aware of them, (this is what BMC is recommending).  OR, we can 
have the DBA create them at the DB level as the recommended bitmap indexes, but 
then Remedy is not aware they exist.

BMC is saying that bitmap indexes have a downfall in that they take a lot 
longer to write to.  Our DBA is saying that we will not get the searching 
performance improvement we seek unless we use the bitmap indexes.

Any thoughts from the pros?

Thanks in advance,
.ron
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Re: AIE error on Relationship Class Mapping

[Garrison, Sean (Norcross)]

Dumb question but I will ask anyway.  Is your DB view in a different schema 
from you Remedy schema?  Maybe ARAdmin (I'm assuming that is your DB schema) 
has permission to query view 1 but doesn't have sufficient oracle permissions 
to query view 2?

On the AIE console go to "Database Field Menus" and try reloading the 
table/field definitions.  That is the only other thing I can think of if the 
permissions are not correct.

Thanks,

Sean



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Monday, October 03, 2011 2:47 PM
To: arslist@ARSLIST.ORG
Subject: AIE error on Relationship Class Mapping

** We have several CI Class Mappings set up to pull data from an external DB 
view.  We can pull in the Computer System data just fine, but none of the 
System Component (i.e. Disk Drive, OS) tables will work at all, even when run 
manually and individually.

The error message we are seeing - for all fields in all relationship forms - is 
this:
*** Field Mapping Error for 
--> Column  not defined in table ''

The column names are most certainly defined in the DB view, because that's what 
I used to build the mappings in the first place.

The fact that we get that message for every field on every form *except* 
ComputerSystem tells me that it is likely a connectivity error, but we are 
using the same connection parameters for all of the mappings and connections.  
We can't see any significant setup differences between what is working and what 
isn't.

Has anyone seen this before?

ARS/ITSM/AIE 7.6.04 SP1  Linux/Oracle

Rick
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Re: Oracle stored procedure call ...

[Garrison, Sean (Norcross)]

I get this "ARERR [552] Failure during SQL operation to the database : 
ORA-00911: invalid character" when I do the following:

{CALL Test_SP2();}
{CALL Test_SP2;}
{CALL Test_SP2}
CALL Test_SP2;
CALL Test_SP2

Let me know if you have better luck than I do.

Thanks

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Friday, September 23, 2011 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Oracle stored procedure call ...

**
Call is portable and works for  both Oracle and Microsoft for me. Here is the 
language reference for each in case you want to try it.

http://download.oracle.com/docs/cd/E11882_01/server.112/e17118/statements_4008.htm#i2119950
http://msdn.microsoft.com/en-us/library/aa198007%28v=sql.80%29.aspx

You may need to have braces around instead:
{CALL Test_SP2}

I'll check our syntax when I get back in the office.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Friday, September 23, 2011 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Oracle stored procedure call ...

**
"call" probably works in MS SQL but doesn't work for Oracle.  "Execute" works 
if you run it via SQLPlus but doesn't work in a filter.  From what I can tell 
you must have a begin and end (for oracle) and it must be on one line.  Just 
putting it in the ARSList archives because I know I will forget this and wonder 
why in the world my stored procedure isn't working 

Thanks,

Sean


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Friday, September 23, 2011 1:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Oracle stored procedure call ...

**
Doesn't this work and do what you want or is there more to it than that?

call TEST_SP2;

Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, September 22, 2011 5:23 PM
To: arslist@ARSLIST.ORG
Subject: Oracle stored procedure call ...

**
This is kind of weird but I have been debugging why an oracle stored procedure 
call wasn't working for me.  We created a simple stored procedure called 
"TEST_SP2" and it would not work.  What we found was you had to put it all on 
one line:

declare begin TEST_SP2; end;

This did not work:

Declare
Begin
TEST_SP2;
end;

Anyone notice similar behavior?  It used to work that way in 7.0.1 but I might 
be mistaken.  We are currently  on 7.5 patch 6.  Do I need to do something 
different?

Thanks,

Sean


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Re: ARS 7.1 P6 Server -- 4 days restarting (possible memory OS 32bit issue) signal is 11

[Garrison, Sean (Norcross)]

Try running a ulimit -a to find the limits available to the user running remedy 
(make sure you are logged in as that user).

Check a couple of things:
find the process number of the arserverd process and do a pfiles {processed}  
-- compare to the ulimit of open files
Do a top and hit shift M to sort by memory.  Check and see if the arserverd 
process is maxing out beyond your ulimit.

I have had an issue in the past (Remedy 6.0) on solaris before where the 
"number of open files" was exceeded by Remedy - especially when I used web 
services.  I only found this by running a script every few minutes for the 
pfiles and logging it in a file.  Just before the crash remedy hit the max of 
open files.

I'm not saying this is your issue but it would help eliminate a possibility.

Thanks,

Sean




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ben Chernys
Sent: Friday, September 23, 2011 5:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 P6 Server -- 4 days restarting (possible memory OS 32bit 
issue) signal is 11

**
Hi Mark, Patrick,

Signal 11 is SIGSEGV which is not necessarily a malloc failure though indeed a 
malloc failure may lead to it.  It is not always possible to log malloc 
failures - after all it takes some memory to cut a log record.

A segmentation violation is always the result of bad code (accessing memory not 
allocated to the process or not in the processes address space - which 0 is a 
candidate (malloc's return value on failure)).

That being said, it is possible to not trigger the execution path with that bad 
code by altering filters etc, so definitely the route to go on is along the 
lines that Mark talked:   the core is always a wealth of info - even though ARS 
will not have debugging compiled in ;-)  I would also turn on all logging.  
SQL, API, Filter on the server, and unlimited, and pointing to the same file 
until the next occurrence.  Then you will have a wealth of ARS information to 
go through.  Generally something will stand out.

Recursive filter loops are usually trapped by the maximum filter limit - though 
if that is set high enough the process will run out of memory before hitting up 
against that.  If yours is high, you could try setting it lower.

You may also want to go to a higher patch level if one is available.  I am no 
longer that familiar with the patches available on 7.1.

Also, I know that memory on  Solaris may be restricted by the admin.  (I forget 
the commands to determine this - but they will be easily found on the web).  
ulimits Perhaps?

Cheers

Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email:   Ben.Chernys _AT_ 
softwaretoolhouse.com
Web: www.softwaretoolhouse.com

Check out Software Tool House's free Diary Editor.

Meta-Update, our premium ARS Data tool, lets you automate
your imports, migrations, in no time at all, without programming,
without staging forms, without merge workflow.
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Walters, Mark
Sent: September-23-11 09:08
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 P6 Server -- 4 days restarting (possible memory OS 32bit 
issue) signal is 11

**
It may be memory but I would expect to see malloc errors (ARERR 300) in the 
arerror.log if this was the case.  The fact  you're not seeing a stack trace 
like this;

Mon Sep 20 08:33:52 2010 6
  Timestamp: Mon Sep 20 2010 08:33:52.1865
  Thread Id: 4
  Version: 7.1.00 Patch 009 201009200800
  ServerName: test71
  Database: SQL -- Oracle
  Hardware: sun4u
  OS: SunOS 5.10
  RPC Id: 337
  RPC Call: 106 (GLXS)
  RPC Queue: 390600
  Client: User Demo from Remedy Administrator (protocol 13) at IP address 
192.168.1.54
  Form:
  Logging On:

suggests it may be a recursive filter - on Solaris this often causes a crash 
without logging anything useful.  Check to see whether there are any core files 
in the server/bin directory as this is another symptom of this type of crash on 
Solaris.  If cores are enabled (check with the OS coreadm command) then the 
server may create them even though you're not running a debug build.

If you do have some core files then run the pstack command against them (pstack 
core) and you will be able to see the stack of each thread within the server - 
if it is a recursive filter causing a stack overflow then one of the threads 
should stand out as being much bigger than the others.  Depending on what you 
see you may then need to enable FILTER/SQL logging to try and capture the 
workflow that is causing the crash.  It's also worth checking the 
Filter-Max-Stack value in ar.conf - various installers set this to a very high 
value - try reducing it back down to 50 or so and this should stop most filter 
recursion

Re: Oracle stored procedure call ...

[Garrison, Sean (Norcross)]

"call" probably works in MS SQL but doesn't work for Oracle.  "Execute" works 
if you run it via SQLPlus but doesn't work in a filter.  From what I can tell 
you must have a begin and end (for oracle) and it must be on one line.  Just 
putting it in the ARSList archives because I know I will forget this and wonder 
why in the world my stored procedure isn't working 

Thanks,

Sean


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Friday, September 23, 2011 1:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Oracle stored procedure call ...

**
Doesn't this work and do what you want or is there more to it than that?

call TEST_SP2;

Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, September 22, 2011 5:23 PM
To: arslist@ARSLIST.ORG
Subject: Oracle stored procedure call ...

**
This is kind of weird but I have been debugging why an oracle stored procedure 
call wasn't working for me.  We created a simple stored procedure called 
"TEST_SP2" and it would not work.  What we found was you had to put it all on 
one line:

declare begin TEST_SP2; end;

This did not work:

Declare
Begin
TEST_SP2;
end;

Anyone notice similar behavior?  It used to work that way in 7.0.1 but I might 
be mistaken.  We are currently  on 7.5 patch 6.  Do I need to do something 
different?

Thanks,

Sean


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Oracle stored procedure call ...

[Garrison, Sean (Norcross)]

This is kind of weird but I have been debugging why an oracle stored procedure 
call wasn't working for me.  We created a simple stored procedure called 
"TEST_SP2" and it would not work.  What we found was you had to put it all on 
one line:

declare begin TEST_SP2; end;

This did not work:

Declare
Begin
TEST_SP2;
end;

Anyone notice similar behavior?  It used to work that way in 7.0.1 but I might 
be mistaken.  We are currently  on 7.5 patch 6.  Do I need to do something 
different?

Thanks,

Sean



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Re: can I have a table field with a temp dataset?

[Garrison, Sean (Norcross)]

This is how I have approached this problem in the past:

I do a single join form:

I do an outer join between table a and table b where a.instance id = b.instance 
id

In the first table I only display records where b.instance id is null

In the second table I only display records where b.instance id is not null.

Thanks,

Sean



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, September 21, 2011 10:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: can I have a table field with a temp dataset?

**
Andrew,
If you make your table for Table A be a join of A and B, and make the join do 
something like 'A GUID != B.GUID' or something like that, then A would 
automatically filter based on the contents of B as well.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Tuesday, September 20, 2011 2:54 PM
To: arslist@ARSLIST.ORG
Subject: can I have a table field with a temp dataset?

**
I'm not sure how to put a succinct title on this...I'll try to explain

I want 2 tables on a display form with "add" and "remove" buttons where I can:


 1.  Add item 1 from Table A to Table B, but then also remove from Table A so 
it does not show up as an available selection again - since user just added it.
 2.  Remove item 1 from Table B and add back to Table A.

At the end of the Add / Remove process then I will process that data in Table B.

I can get 90% for what I'm looking for using real forms associated with the 
tables, however in this design the issue I have is that all the original 
available selections are always listed- I do not really want to delete the 
record from Table A only hide it from selection view again.

So far it looks like I can only associate a table to a form and I'm not able to 
add custom columns to the table outside of that form.


This is so easy to do in .Net with temp datasets :(
Currently, I'm thinking the only way I can do this is if I append to an 
External qualification for Table A - where not like items in table B.


Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 



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Apache Front End configuration for web logic load balancing ....

[Garrison, Sean (Norcross)]

Just curious if anyone has done any configuration of an apache front end web 
server for a back end mid-tier server.  Our server environment requires a DMZ 
so we are fronting our mid-tiers through apache servers.  What we were not able 
to figure out was how to load balance the connection from the mid-tier to the 
apache without getting .  Our end goal is this:

 Load Balancer1
/  |   \
/   |\
Apache 1 Apache2Apache3
\   |/
  \ |   /
Load Balancer 2
/  |   \
/   |\
MT1 MT2 MT3
\   |/
  \ |   /
Load Balancer 3
  |
  |
ARS Server Group

Currently we have this:


 Load Balancer1
/  |   \
/   |\
Apache 1 Apache2Apache3
|  |  |
MT1 MT2 MT3
\   |/
  \ |   /
Load Balancer 3
  |
  |
ARS Server Group

The reason we wish to move to this configuration is so that if a mid-tier goes 
down the user's session does not get lost.   In our current configuration if we 
bring a mid-tier down for maintenance a user's session must be re-established.

There are several apache modules that handle sessions for you.  So we were 
wondering if anyone has tried any apache modules and got it to work like that.  
Mod_tsession, mod_session, and mod_wl are some of the modules that come to mind 
that may help but we have not tried them.  I remember BMC told us that we must 
have a one to one with apache to make this work (this was told to engineering 
and don't really know all the reasons).  I was wondering if there have been any 
new developments or if anyone has gotten it to work this way even though it may 
not be "Supported" by BMC.

Our environment:

Apache 2 front end web servers
Mid-Tier 7.5 patch 6  running on weblogic 10
ARS 7.5 patch 6
Oracle 10g

Thanks,

Sean



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Re: can time zone be set in API authentication?

[Garrison, Sean (Norcross)]

In the Java API:

ARServerUser<../../../../com/bmc/arsys/api/ARServerUser.html#ARServerUser(java.lang.String,%20java.lang.String,%20java.lang.String,%20java.lang.String,%20java.lang.String,%20java.lang.String,%20java.lang.String,%20java.lang.String)>(String
 user, String 
password, String 
authentication, 
String locale, 
String timeZone, 
String 
customDateFormat, 
String 
customTimeFormat, 
String server)
  Constructs an ARServerUser with user name, password, authentication 
string, locale, time zone, date and time formats, and server initialized.

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Monday, September 19, 2011 11:30 AM
To: arslist@ARSLIST.ORG
Subject: can time zone be set in API authentication?

**
So in a web service call you can set time zone:

  
 ?
 ?
 
 ?
 
 ?
 
 ?
  

Can the time zone also be set in an API call? If not in a separate parameter 
then may be in the authentication string?

Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 



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Re: Advanced Search Query

[Garrison, Sean (Norcross)]

Don't know why (It's the geek in me) but I had to try it.  I did this against 
the incident form:

'Submit Date' >= $DATE$ - 60*60*24*31 AND ((( 'Submit Date' - "1/1/1970") % 
86400) <= (6 * 3600) OR   (( 'Submit Date' - "1/1/1970" ) % 86400) > (18 * 
3600))

When I looked at the actual results I had to use 6*3600 and 18*3600 

Thanks,

Sean

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, September 16, 2011 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Advanced Search Query

I just re-read and realized that hcmdr5 was looking for the opposite hours so 
just swap the >= and the < in the query

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, September 16, 2011 10:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Advanced Search Query

Try the following

( ((( $Create Date$ - "1/1/1970") % 86400) >= (7 * 3600))   
  AND   
  ((( $Create Date$ - "1/1/1970" ) % 86400) < (19 * 3600)) ) 

Description of above qualification: (This gives you >= 7:00 AM and < 7:00 PM)   

What this is doing:   
Subtract off the start of time to convert Remedy value to an integer (if you 
don't do this ARS tries to work with the value as a string).  
Use the Modulus "%" (remainder after division) of number of seconds in a day 
(86400) to get the number of seconds since Midnight.  

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of hcmdr5
Sent: Friday, September 16, 2011 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Advanced Search Query

Using the Advanced Search is there a way to retrieve all the requests that were 
created within a certain time interval, for example, between the times of 7 PM 
and 7AM for the past month.  This is needed to find out how many tickets were 
created after hours.



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Re: How can I pass multiple input parameters in direct SQL

[Garrison, Sean (Norcross)]

I don't know about MS SQL but in Oracle you can do this (via direct SQL)

BEGIN
Stored_Procedure_Name('$Param1$', '$Param2$', );
END;

Where Param 1 and Param 2 are your fields from remedy.
I am not familiar with MS SQL but I believe it does support BEGIN and END; 
blocks like Oracle does.

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of benny shell
Sent: Monday, August 22, 2011 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: How can I pass multiple input parameters in direct SQL

** I'm a little confused..  The you can pass any number of parameters to the 
stored procedure in the SQL statement you use to call it, ,just substitute the 
field names in the text of the SQL call.
On Fri, Aug 19, 2011 at 10:49 PM, gok's 
mailto:gmedise...@yahoo.com>> wrote:
Hi ALL,
ARServer 7.5
Database:SQL 2005 sp2
Windows NT

I am trying to pass multiple input parameters to a stored procedure but is
it possible to pass multiple parameters...can some one suggest me.

Thanks
G

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Re: Performance question CTM:People timing

[Garrison, Sean (Norcross)]

Typo ... 1.766 seconds instead of 1.766 ms :)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Monday, August 22, 2011 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Performance question CTM:People timing

**
I'm a little confused on the question ... but to run the query via the DB takes 
63 ms with ~49,000 people records.  Oracle database.


To run a query via Remedy 'Remedy Login ID' = "some user id" Takes ~ 1.766 ms 
to display fully.



Thanks,



Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
Sent: Monday, August 22, 2011 7:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Performance question CTM:People timing

**
140 ms with 20.000 records, MS SQL 2005.

Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of John Sundberg [john.sundb...@kineticdata.com]
Sent: 19 August 2011 23:34
To: arslist@ARSLIST.ORG
Subject: Performance question CTM:People timing
** How long does it take your DB system to resolve a query for an "exact match" 
on CTM:People where the query is

'Remedy Login ID' = "some user id"
Also -- how many records are in your CTM:People -- and what DB are you using?

Our sample system is 800ms - with 40,000 records... , Oracle 11g2


(Please get the timings from SQL log)


-John



--
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com<mailto:john.sundb...@kineticdata.com>
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Re: Performance question CTM:People timing

[Garrison, Sean (Norcross)]

I'm a little confused on the question ... but to run the query via the DB takes 
63 ms with ~49,000 people records.  Oracle database.


To run a query via Remedy 'Remedy Login ID' = "some user id" Takes ~ 1.766 ms 
to display fully.



Thanks,



Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
Sent: Monday, August 22, 2011 7:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Performance question CTM:People timing

**
140 ms with 20.000 records, MS SQL 2005.

Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of John Sundberg [john.sundb...@kineticdata.com]
Sent: 19 August 2011 23:34
To: arslist@ARSLIST.ORG
Subject: Performance question CTM:People timing
** How long does it take your DB system to resolve a query for an "exact match" 
on CTM:People where the query is

'Remedy Login ID' = "some user id"
Also -- how many records are in your CTM:People -- and what DB are you using?

Our sample system is 800ms - with 40,000 records... , Oracle 11g2


(Please get the timings from SQL log)


-John



--
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com
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JOB:Staff Developer - Norcross, GA

[Garrison, Sean (Norcross)]

This is kind of an unusual position.  The focus will be primarily on systems 
integrations with Remedy rather than on Remedy development itself.  Java and 
PL/SQL experience is strongly desired but an understanding of Remedy 
development/troubleshooting is an plus but not required.  Our team will help 
bring you up to speed on the Remedy stuff if you are fairly new to Remedy.  
This position requires little to no travel and will require you to be on call 
for  at least 2 weeks a month.

PLEASE DO NOT SEND RESUMES TO ME.

Please use the link below to submit your Resume.

https://www4.recruitingcenter.net/Clients/fiservcareers/PublicJobs/controller.cfm?jbaction=JobProfile&Job_Id=35596&esid=az

Once submitted you may contact 
kesha@fiserv.com  for any follow up.


Staff Software Developer - (SH35596)
Location: Norcross, GA
Business Unit/Branch: Corporate

Responsibilities will include:

 *   Develop business solutions using Java/J2EE and Oracle RDMS.
 *   This candidate will also be mentored to develop forms, triggers and 
escalations within the Remedy ITSM Suite
 *   Create and maintain technical documentation, release notes for developed 
solutions
 *   Participate in functional and technical meetings throughout the Software 
Development Life Cycle (SDLC)
 *   Provide Tier 2 application support, including root-cause analysis, 
troubleshooting of Incidents and Problems, and follow-up activities.
 *   Responsible for the coordination of activities between the Business 
Systems Development team and its internal partners (Tools & Platform 
Engineering, DBA, Process Owners, etc)
 *   Point of contact and technical liaison between the Business Systems 
Development team and other technical teams
 *   Open and work trouble tickets with our vendors

Skills

 *   3-5 years practical experience developing Java/J2EE solutions

 *   Relational Database knowledge and SQL skills (Oracle, MS SQL Server)
 *   Ability to work in a self-directed and independent fashion as well as 
within a group setting
 *   Strong verbal communication and technical writing skills a must
 *   Web 2.0/Web Service development experience a plus

Education:

 *   Bachelor's degree in Computer Science, Information Technology or 
equivalent.

Fiserv (NASDAQ: FISV), is the leading global provider of financial services 
technology solutions, bringing information management and electronic commerce 
systems and services to the financial services industry. Leading services 
include transaction processing, outsourcing, electronic bill payment and 
presentment, investment management solutions, business process outsourcing 
(BPO), software and systems solutions. Headquartered in Brookfield, WI, Fiserv 
is the leading provider of core processing solutions for U.S. banks, credit 
unions and thrifts.

With Fiserv, you will create and deliver the Fiserv solutions that drive client 
satisfaction. You can grow professionally and personally in an environment 
where intelligence, innovation, and leadership are valued and rewarded. Fiserv 
holds true to two essential principles: the client comes first, and people make 
the difference. Fiserv invites you to join us in building on those principles 
to lead our clients and our company to success.

Fiserv, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and 
maintains a Drug-Free Workplace.


Thanks,

Sean



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Re: Integrating with CTM:People vs. BMC_People

[Garrison, Sean (Norcross)]

We are on ITSM 7.6 patch 1 so my answers on based on that.

I personally have found the BMC_Person class rather useless and a waste of time 
to maintain.  The reason is that most of the ITSM workflow fires on the 
AST:AssetPeople relationships.  In addition the related CIs on the CTM:People 
form will not show up when looking at the people record unless you go through 
AST:AssetPeople.

I heard rumors though that in later versions of remedy that there was a design 
to merge BMC_Person and CTM:People into one table.

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, August 02, 2011 3:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Integrating with CTM:People vs. BMC_People

** This isn't based on anything but educated guesses, so with that in mind let 
me see if I have the structure down:

In pre-7.6 versions, relationships between People and CIs were dealt with by 
querying the CTM:People form.  That was ok, but a case can be made for managing 
specific people (not necessarily all) in the CMDB.  So the 7.6 way we're 
talking about now is at least a transitional shift away from the standard 
people forms toward using the CMDB BMC_People form for setting relationships 
between CIs.  That makes a cleaner relational model as well as a more flexible 
one.  It also has the benefit of allowing customers who use a CMDB apart from 
ITSM the ability to easily do so without giving up the ability to track 
people/CI relationships.  Seems a sound strategy to me.

Thoughts?

Rick
On Tue, Aug 2, 2011 at 12:38 PM, strauss 
mailto:stra...@unt.edu>> wrote:
**
Does this filter pick or choose which CTM:People entries to populate into 
BMC_People?

I am about to re-develop my integration that takes LDAP data from a SQL Server 
and shoves it into CTM:People, User, and CTM:PeoplePermissionGroups and 
maintains those records with a live feed.  There are currently about 266,400 
people and user records, of which 336 are support staff (that generates about 
341,000 CTM:PPG recs).  When we upgraded to 7.6.04.01 we saw 475 records 
created in the BMC.CORE.BMC_Person table; three more have "appeared" since 
then.  We have made no effort to deal with these, having no experience with the 
CMDB or reconciliation.  After the upgrade we turned off all of the integration 
filters and AIE jobs, although RRR|Chive updates the individual tables from 
production nightly.

Personally, I can only see adding the IT staff initially, but it will probably 
be easiest to filter to the active faculty/staff records (14,170 recs including 
student employees - they have a custom role flag in CTM:People that is set by 
the integration).  Has anyone already tackled this, and able to shed some light 
on the process??

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:arslist@ARSLIST.ORG] On Behalf Of Tommy 
Morris
Sent: Tuesday, August 02, 2011 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Integrating with CTM:People vs. BMC_People

**
An OOB filter triggers off of CTM:People that creates/ updates BMC_PERSON just 
push to CTM:People and set 'z1d Action' to "PEOPLESYNC_CREATE" or 
"PEOPLESYNC_UPDATE". You will be able to see a new record create in BMC.Sandbox 
and the reconcile into your CMDB.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, 
Shawn
Sent: Tuesday, August 02, 2011 1:07 PM
To: arslist@ARSLIST.ORG
Subject: Integrating with CTM:People vs. BMC_People

**
Good afternoon,

As I'm upgrading from ITSM 7.0.3 to 7.6.4, one thing I'd like to do is continue 
to have my People data updated from Active Directory.  For 7.0.3, I built an 
integration where some escalations run and dump the People data into a staging 
form that then goes into CTM:People.  However, now that I have the BMC_People 
class in the CMDB, I'm considering if it would be better to put the data there 
instead, and use that to update the People data.

I'd like to know what your thoughts are on this.  It's obviously easier for me 
to take my pre-existing code and migrate it to my 7.6.4 servers, but if there 
is an advantage to loading it into BMC_People first, I'm open to going that 
route instead.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union
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"HPD:INC:ResetKickbackCount" Escalation question .... out of the box escalation seems to be updating every incident older than 31 days

[Garrison, Sean (Norcross)]

Verson Info:
ARS 7.5 running on Oracle 10g

ITSM 7.6 patch 1

Problem:

There is a escalation called HPD:INC:ResetKickbackCount that has a 
qualification:

'Closed Date' < ($TIMESTAMP$ - 2678400)

I.e.  - if the closed date is less than 31 days from the current timestamp 

(only runs at the 1st of every month)

That is resetting something called a "Kickback_Count" and setting the field z1D 
Action to "RESETKICKBACK" on every incident closed longer than the past month.  
This is out of the box workflow which is basically updating every single 
incident in remedy older than 31 days at the first of every month.  Does anyone 
know what this is for?  And it would seem logical to me not to update any 
incident that is closed ... or if anything change the qualification to only 
process records between 31 and 62 days?

Anyone seen this before and have a recommendation?

Thanks,

Sean



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Re: Email Logs size

[Garrison, Sean (Norcross)]

Any chance you have debug turned on?  You can tell by looking at the startup 
script emaild.sh

Look in the $JAVA_HOME/jre/lib  for a logging.properties file.   In there it 
will tell you what level you are at.  If it says "DEBUG" then that may be why 
the file is growing so big.  In addition each error is stored in the "AR System 
Email Error Logs" form.  So I would imagine that table is quite large and you 
may want to consider deleting that data.

This is on page 175 of the email engine guide.

Thanks,


Sean

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of uday kiran
Sent: Tuesday, August 02, 2011 8:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Logs size

No Inputsss???


On Mon, Aug 1, 2011 at 9:55 AM, uday kiran  wrote:
> We are on 7.5 patch 06
>
>
> On Sat, Jul 30, 2011 at 3:44 PM, pritch  wrote:
>> What version are you on - there was an issue with process control records 
>> being duplicated which led to email generation.  I think this had to do with 
>> upgrades from 7.5 yo 7.6xx.  BMC Has a KM article and about 6 filters that 
>> would correct that - don't have the KM number handy right now.  check and 
>> see if your process control records are growing also - if so, you might want 
>> to temporarily shut down the escalation that processes these records until 
>> you can look into it.
>>
>> Of course this may not be your issue - very little info provided.  Just a 
>> heads up to something I ran into after an upgrade to 7.6.03
>>
>> - Original Message -
>> From: "uday kiran" 
>> To: arslist@ARSLIST.ORG
>> Sent: Saturday, July 30, 2011 8:32:50 AM
>> Subject: Email Logs size
>>
>> Email log file size is increasing like any thing 10 min 10 gb
>> any clue please??
>>
>> Thanks
>> Uday
>>
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Re: Asset Management Console is slow ... trying to index/tweak query with no luck

[Garrison, Sean (Norcross)]

Thank you for the response.   I put the information on my last post but forgot 
to add it to this one (slap on the wrist)

AR System is 7.5 patch 6
CMDB version is 7.6.00 patch 1
Oracle 10g

I'll present your suggestion as one of our options.  In the meantime I am going 
to try and spend some time seeing if I can just make it return faster for any 
of the queries they are running.

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: Monday, July 18, 2011 1:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Management Console is slow ... trying to index/tweak query 
with no luck

**
Sean,

I don't see any version info for you, but on 7.0.3 (patch 9) at least, that 
main table on the Asset Management console refreshes something like three 
different times when you open it from the home page.  Combined with the slow 
queries you see, it can be agonizing to use.  The code was sufficiently 
spaghettified that I didn't take the time to fix it, but depending on your idea 
of "fun", you could.  :-)

One thing that sort of helps is to set the default class that gets searched 
when the console first loads.  With the console open, select "Application 
Preferences" on the left.  On the asset management tab, under the "Search 
Criteria Default" section, choose a CI Type that isn't used very much in your 
organization (mine is currenlty set to "Role").  I suppose you could change it 
for all users, but I haven't done that yet.  Not ideal, but something.

Thad


On Mon, Jul 18, 2011 at 5:49 AM, Garrison, Sean (Norcross) 
mailto:sean.garri...@fiserv.com>> wrote:
**
Sort order on the table, on AST:BaseElement, and on BMC.CORE:BMC_BaseElement 
are all blank.  I tried adding "InstanceId" to the sort order which would 
return the results fast.  However it added both request id and instance id to 
the "ORDER BY" portion of the SQL.  This is out of the box workflow with the 
asset management console so you should (in theory) see the same thing.  Weird 
stuff 

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Meyer, 
Jennifer L
Sent: Friday, July 15, 2011 5:30 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Asset Management Console is slow ... trying to index/tweak query 
with no luck

**
Did you check the sort order set on the table?

Jennifer Meyer
Remedy Technical Support Specialist
State of North Carolina
Office of Information Technology Services
Service Delivery Division ITSM & ITAM Services
Office: 919-754-6543
ITS Service Desk: 919-754-6000
jennifer.me...@nc.gov<mailto:jennifer.me...@nc.gov>
http://its.state.nc.us<http://its.state.nc.us/>

E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Garrison, 
Sean (Norcross)
Sent: Friday, July 15, 2011 4:06 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Asset Management Console is slow ... trying to index/tweak query with 
no luck

**
Hello ARSListers,

I was wondering if you guys had done any tweaking on the asset management 
console and what suggestions you could make.  I have the following query:

SELECT * FROM ( SELECT  
T1262.C1,C21000,C7,C20005,C179,C20007,C240001008,C240001003,C20001,C26014,C490021100,C20020,C20003,C20004,C240001002,C26001,C400129200,C240001005,C100150,C8,C400079600
 FROM T1262 WHERE ((T1262.C400127400 = 'BMC.ASSET') AND (1 = 1) AND (T1262.C7 
>= 3) AND (T1262.C7 <= 3) AND (1 = 1) AND (1 = 1)) ORDER BY 1 ASC ) WHERE 
ROWNUM <=  51

Which is generated from the out of the box asset management console when it 
first loads.  It is taking ~51 seconds for this query to run.  If I change it 
to this:

SELECT * FROM ( SELECT  
T1262.C1,C21000,C7,C20005,C179,C20007,C240001008,C240001003,C20001,C26014,C490021100,C20020,C20003,C20004,C240001002,C26001,C400129200,C240001005,C100150,C8,C400079600
 FROM T1262 WHERE ((T1262.C400127400 = 'BMC.ASSET') AND (1 = 1) AND (T1262.C7 
>= 3) AND (T1262.C7 <= 3) AND (1 = 1) AND (1 = 1)) ) WHERE ROWNUM <=  51

The query takes ~ 7 seconds to run.  I have double checked all of the "Sort 
Order" settings for BMC.CORE:BMC_BaseElement, table, and AST:BaseElement to no 
avail.  I can't seem to get Remedy to remove the "ORDER BY 1 ASC" part.

On a side note I have found that this form is also using the "AST:BaseElement". 
 I tried changing it to "BMC.CORE:BMC_BaseElement" so that it does not use the 
join

Re: Asset Management Console is slow ... trying to index/tweak query with no luck

[Garrison, Sean (Norcross)]

Sort order on the table, on AST:BaseElement, and on BMC.CORE:BMC_BaseElement 
are all blank.  I tried adding "InstanceId" to the sort order which would 
return the results fast.  However it added both request id and instance id to 
the "ORDER BY" portion of the SQL.  This is out of the box workflow with the 
asset management console so you should (in theory) see the same thing.  Weird 
stuff 

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Meyer, Jennifer L
Sent: Friday, July 15, 2011 5:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Management Console is slow ... trying to index/tweak query 
with no luck

**
Did you check the sort order set on the table?

Jennifer Meyer
Remedy Technical Support Specialist
State of North Carolina
Office of Information Technology Services
Service Delivery Division ITSM & ITAM Services
Office: 919-754-6543
ITS Service Desk: 919-754-6000
jennifer.me...@nc.gov<mailto:jennifer.me...@nc.gov>
http://its.state.nc.us<http://its.state.nc.us/>

E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Friday, July 15, 2011 4:06 PM
To: arslist@ARSLIST.ORG
Subject: Asset Management Console is slow ... trying to index/tweak query with 
no luck

**
Hello ARSListers,

I was wondering if you guys had done any tweaking on the asset management 
console and what suggestions you could make.  I have the following query:

SELECT * FROM ( SELECT  
T1262.C1,C21000,C7,C20005,C179,C20007,C240001008,C240001003,C20001,C26014,C490021100,C20020,C20003,C20004,C240001002,C26001,C400129200,C240001005,C100150,C8,C400079600
 FROM T1262 WHERE ((T1262.C400127400 = 'BMC.ASSET') AND (1 = 1) AND (T1262.C7 
>= 3) AND (T1262.C7 <= 3) AND (1 = 1) AND (1 = 1)) ORDER BY 1 ASC ) WHERE 
ROWNUM <=  51

Which is generated from the out of the box asset management console when it 
first loads.  It is taking ~51 seconds for this query to run.  If I change it 
to this:

SELECT * FROM ( SELECT  
T1262.C1,C21000,C7,C20005,C179,C20007,C240001008,C240001003,C20001,C26014,C490021100,C20020,C20003,C20004,C240001002,C26001,C400129200,C240001005,C100150,C8,C400079600
 FROM T1262 WHERE ((T1262.C400127400 = 'BMC.ASSET') AND (1 = 1) AND (T1262.C7 
>= 3) AND (T1262.C7 <= 3) AND (1 = 1) AND (1 = 1)) ) WHERE ROWNUM <=  51

The query takes ~ 7 seconds to run.  I have double checked all of the "Sort 
Order" settings for BMC.CORE:BMC_BaseElement, table, and AST:BaseElement to no 
avail.  I can't seem to get Remedy to remove the "ORDER BY 1 ASC" part.

On a side note I have found that this form is also using the "AST:BaseElement". 
 I tried changing it to "BMC.CORE:BMC_BaseElement" so that it does not use the 
join.  That doesn't do much either.

I have also tried creating an index on base element to include the following 
fields when searching BMC.CORE:BMC_BaseElement:

Request ID, InstanceId, DatasetID, and Status

That didn't seem to speed it up either.  Any help/suggestions?

Thanks,

Sean


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Asset Management Console is slow ... trying to index/tweak query with no luck

[Garrison, Sean (Norcross)]

Hello ARSListers,

I was wondering if you guys had done any tweaking on the asset management 
console and what suggestions you could make.  I have the following query:

SELECT * FROM ( SELECT  
T1262.C1,C21000,C7,C20005,C179,C20007,C240001008,C240001003,C20001,C26014,C490021100,C20020,C20003,C20004,C240001002,C26001,C400129200,C240001005,C100150,C8,C400079600
 FROM T1262 WHERE ((T1262.C400127400 = 'BMC.ASSET') AND (1 = 1) AND (T1262.C7 
>= 3) AND (T1262.C7 <= 3) AND (1 = 1) AND (1 = 1)) ORDER BY 1 ASC ) WHERE 
ROWNUM <=  51

Which is generated from the out of the box asset management console when it 
first loads.  It is taking ~51 seconds for this query to run.  If I change it 
to this:

SELECT * FROM ( SELECT  
T1262.C1,C21000,C7,C20005,C179,C20007,C240001008,C240001003,C20001,C26014,C490021100,C20020,C20003,C20004,C240001002,C26001,C400129200,C240001005,C100150,C8,C400079600
 FROM T1262 WHERE ((T1262.C400127400 = 'BMC.ASSET') AND (1 = 1) AND (T1262.C7 
>= 3) AND (T1262.C7 <= 3) AND (1 = 1) AND (1 = 1)) ) WHERE ROWNUM <=  51

The query takes ~ 7 seconds to run.  I have double checked all of the "Sort 
Order" settings for BMC.CORE:BMC_BaseElement, table, and AST:BaseElement to no 
avail.  I can't seem to get Remedy to remove the "ORDER BY 1 ASC" part.

On a side note I have found that this form is also using the "AST:BaseElement". 
 I tried changing it to "BMC.CORE:BMC_BaseElement" so that it does not use the 
join.  That doesn't do much either.

I have also tried creating an index on base element to include the following 
fields when searching BMC.CORE:BMC_BaseElement:

Request ID, InstanceId, DatasetID, and Status

That didn't seem to speed it up either.  Any help/suggestions?

Thanks,

Sean



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Unusual Error in Out of the Box CMDB Workflow (AST:SHR:SetReadOnly_012_RequisitionIDAndOrderID)

[Garrison, Sean (Norcross)]

User tool is Remedy 7.5 patch 6.
AR System is 7.5 patch 6
CMDB version is 7.6.00 patch 1

When in modify mode Requisition ID and Order ID are enabled (on the Financials 
Tab).  However the fields are greyed out and they cannot be searched against 
when in search mode (without using advanced search).

The following action is run in the active link log whenever you go to search a 
computer system:


 Checking AST:SHR:SetReadOnly_012_RequisitionIDAndOrderID (12)
 -> Passed qualification -- perform if actions
  0: Set Characteristics
 For field -- Requisition ID (26317)
   Change field to read-write
  1: Set Characteristics
 For field -- Order ID (26034)
   Change field to read-write
 Checking AST:SHR:CalcBookValue_080_SetDefault (80)
 -> Failed qualification
 Checking AST:SHR:CalcBookValue_081_CallGuide (81)
 -> Failed qualification
 Checking AST:SHR:ButtonsOnDialogFinan_101 (101)
 -> Passed qualification -- perform if actions
  0: Set Characteristics
 For field -- ViewPR_btn (350100029)
   Change field to visible
   Change field to disabled
  1: Set Characteristics
 For field -- z3Btn_AddCost (301513800)
   Change field to visible
   Change field to disabled
  2: Set Characteristics
 For field -- ModCost (350127002)
   Change field to visible
   Change field to disabled
  3: Set Characteristics
 For field -- DelCost (350127003)
   Change field to visible
   Change field to disabled
  4: Set Characteristics
 For field -- Create Depreciation Button (350100016)
   Change field to disabled
  5: Set Characteristics
 For field -- View Depreciation Button (350100028)
   Change field to disabled
  6: Set Characteristics
 For field -- Show (270002019)
   Change field to visible
   Change field to read-only
 /* Tue Jul 12 2011 17:25:28 */
 Stop active link processing - On Gain Focus

This is the end of the al log.  As you can see the following is run:

 Checking AST:SHR:SetReadOnly_012_RequisitionIDAndOrderID (12)
 -> Passed qualification -- perform if actions
  0: Set Characteristics
 For field -- Requisition ID (26317)
   Change field to read-write
  1: Set Characteristics
 For field -- Order ID (26034)
   Change field to read-write

And afterwards the fields are not set back to read-only.  So in theory the 
fields should be read write?  Am I missing something like a role or permission 
that is causing it to be greyed out?  Anyone encounter this before?

Thanks,

Sean



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Re: Problem with JAVA API

[Garrison, Sean (Norcross)]

When doing a setEntry you do not have to put every field in there.  I have seen 
where programmers will do a "genEntry" and use the results to do a "setEntry".  
Unfortunately the "getEntry" sometimes includes fields like "Submitter" and 
"Create Date" that do not need to be updated.  In addition doing "Put" 
statements only add two status fields in the list instead of 1.  Here is what I 
would suggest:

public static String createRecordReplace(String Folio, String submitter, 
StringACTIVIDADES_1, String STATUS_1, String FOLIO_P_1, String FECHA_AT_1)
{
String entryIdOut= "";
int campos[];
campos = new int[4];
campos[0]=536870934;
campos[1]=7;
campos[2]=536870954;
campos[3]=536871019;
try
{
entry = userInfo.getEntry("FORM",Folio,campos);
formaentry = new Entry();
if(ACTIVIDADES_1 != null)
{
formaentry.put(536870934,new 
Value(ACTIVIDADES_1));
}
if(STATUS_1 != null)
{
formaentry.put(7,new Value(STATUS_1));
}
if(FOLIO_P_1 != null)
{
formaentry.put(536870954,new Value(FOLIO_P_1));
}
if(FECHA_AT_1 != null)
{
formaentry.put(536871019,new Value(FECHA_AT_1));
}
userInfo.setEntry("FORMA", Folio, formaentry, null, 0);
System.out.println("Success.");
}
catch (ARException e)
{
ARExceptionHandler(e," Problem");
}
}


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillermo Alfredo Torres Barron
Sent: Thursday, June 16, 2011 5:40 PM
To: arslist@ARSLIST.ORG
Subject: Problem with JAVA API

Hi dear listers
I try to modify a ticket from java api program, the program will modify some 
fields in determinate registry with a entry-id proportionate for the user, and 
not all fields will be modified at the same time, but I run my class appear the 
next error

# ./ejecutar APImod "002" "documentation in this moment " "" "" ""
Problem.
Message type: Error
Status List:
Required field cannot be reset to a NULL value
7
The field is a core system field and cannot be changed
1
Stack Trace:ERROR (326): Required field cannot be reset to a NULL value; 7
WARNING (52): The field is a core system field and cannot be changed; 1
at com.bmc.arsys.apitransport.ApiProxyJRpcBase.verifyStatus(Unknown 
Source)
at com.bmc.arsys.apitransport.ApiProxyJRpcBase.a(Unknown Source)
at com.bmc.arsys.apitransport.ApiProxyJRpcBase.arCall(Unknown Source)
at com.bmc.arsys.api.ProxyJRpc.ARSetEntry(Unknown Source)
at com.bmc.arsys.api.ARServerUser.setEntry(Unknown Source)
at APImod_CASSCA.createRecordReplace(APImod

But I don't want to change field 7 and 1
My source code is

public static String createRecordReplace(String Folio, String submitter, 
StringACTIVIDADES_1, String STATUS_1, String FOLIO_P_1, String FECHA_AT_1)
{
String entryIdOut= "";
int campos[];
campos = new int[4];
campos[0]=536870934;
campos[1]=7;
campos[2]=536870954;
campos[3]=536871019;
try
{
entry = userInfo.getEntry("FORM",Folio,campos);
if(ACTIVIDADES_1 != null)
{
entry.put(536870934,new Value(ACTIVIDADES_1));
}
if(STATUS_1 != null)
{
entry.put(7,new Value(STATUS_1));
}
if(FOLIO_P_1 != null)
{
entry.put(536870954,new Value(FOLIO_P_1));
}
if(FECHA_AT_1 != null)
{
entry.put(536871019,new Value(FECHA_AT_1));
}
userInfo.setEntry("FORMA", Folio, entry, null, 0);
System.out.println("Success.");
}
catch (ARException e)
{
ARExceptionHandler(e," Problem");
}
}

How can I modify a field only the user sends the corresponding value for the 
field???
We have AR Server 7.6.03, O.S. Solaris 10, Oracle 11g.
Th

Re: Remedy Admin Queue

[Garrison, Sean (Norcross)]

My guess ... your admin thread is being consumed by some other process.  AIE 
Jobs, Recon Jobs, Escalations, SLA engine or something.  Try putting the Recon, 
SLA engines on separate threads and see what happens.  You can easily test it 
by killing one of them and seeing if it lets you in while it is restarting.

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Wednesday, October 13, 2010 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Admin Queue

**
Nope, no server group. 1 app, 1db, 2 mid-tiers

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, October 13, 2010 12:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Admin Queue

**
Are you behind a server group by any chance?

What you experience, you would experience in a server group in the event the 
main primary server failed, then the server next highest in rank would take 
over.. So if you are logged into the AR Admin or Dev Studio using the name of 
the primary server, you would be able to log in, but not perform any Admin kind 
of operations which includes development until you switch to the next server 
that has taken over the Admin operations..

Joe



From: Tommy Morris
Sent: Wednesday, October 13, 2010 11:02 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Remedy Admin Queue

**

AR 7.5p3

Server 2003

Oracle 11i

My Admin Thread keeps dying and though the log states that it is restarted I 
cannot log into Developer tool or make server setting changes. Does anyone know 
of a command to restart the Admin thread without restarting the entire AR 
Server service?

Tommy Morris

RSTS Remedy Developer

817-415-6898
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arimportcmd / dataimport thread anyone ever find a resolution for unix/linux?

[Garrison, Sean (Norcross)]

I am going through the pains of discovering that the dataimport tool is not on 
linux (only arimportcmd).  I saw a thread on the arslist that said they were 
trying to transfer the java libraries from their windows machine to unix and 
setting up the data import utility that way.  I never saw the results (from the 
threads I saw).  Has anyone done it already and what were the steps you went 
through to get it working?

Thanks,

Sean




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Scapa Testing tool? Wondering thoughts and opinions on it ...

[Garrison, Sean (Norcross)]

Has anyone ever used it and what was your experience with it?  Is there another 
technology out there that anyone on the ARSList would recommend?

http://www.scapatech.com/?p=1567

Thanks,

Sean



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Re: RRR|Chive SAN Disk Space issues

[Garrison, Sean (Norcross)]

Assuming you are using Oracle:

BMC has a doc out there talking about LOB storage being "In-Row" vs "Out of 
Row".  There is also a way to convert the data for existing tables using a 
stored procedure from "In-Row" from "Out of Row".  The document is called 
"RemedyAndOracleClobs.pdf"  Also make sure the "Store Clob In-Row" option is 
checked.  This only helps for future tables not current ones.  You have to run 
the stored procedure to fix the old ones.

Doing this reduced our DB size considerably.

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L
Sent: Wednesday, July 28, 2010 12:56 PM
To: arslist@ARSLIST.ORG
Subject: RRR|Chive SAN Disk Space issues

**
Dear Listers,

I have been archiving our NTE:Notifier Log records since the 15th of July using 
RRR|Chive to move records from NTE:Notifier Log to an archive table.  The 
process has been smooth and quiet, but the Archive form has been eating up disk 
space.  Yesterday, we nearly ran out of disk space on our SAN and had to add an 
emergency 200 GB of disk space.

I moved 250K Notification Logs from the original NTE:Notification Log (T587) to 
the Notification Log Archive (T2057) yesterday.  Those 250K records took up 
nearly 6G of table space.


  Growth (MB) Owner  TypeSegment Name  Lob Parent 
Tabl Lob Column
- -- --- - 
--- -
 2,954.77 ARADMINLOBSEGMENT  SYS_LOB426378C00018$$ T2057
   C84827
 2,939.00 ARADMINLOBSEGMENT  SYS_LOB426378C00020$$ T2057
   C84820
   156.77 ARADMINLOBSEGMENT  SYS_LOB084949C00022$$ T587 
   C100827
   156.24 ARADMINLOBSEGMENT  SYS_LOB085002C00126$$ T590 
   C100827
   154.55 ARADMINLOBSEGMENT  SYS_LOB053052C00021$$ T69  
   C18091

The question I have for the list is: has anyone else seen this out-of-control 
growth when archiving records?  Is this perhaps due to a write process that may 
be sloppy?  Is truncating LOBs the answer?

Jennifer Meyer
Remedy Technical Support Specialist
State of North Carolina
Office of Information Technology Services
Service Delivery Division ITSM & ITAM Services
Office: 919-754-6543
ITS Service Desk: 919-754-6000
jennifer.me...@nc.gov
http://its.state.nc.us

E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.

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Re: Self-Join

[Garrison, Sean (Norcross)]

You can create an oracle view using something like this:

Assume data looks like this:

REQUEST_ID  F2  F3
___ __  __
1   A   B
2   B   B
3   B   B

You could create a view that looks something like this:

SELECT DISTINCT MIN(REQUEST_ID), F2, F3 FROM ARS_VIEW GROUP BY F2, F3

In theory it should yield 

REQUEST_ID  F2  F3
___ __  __
1   A   B
2   B   B
 
OR if you needed just F3:

SELECT DISTINCT MIN(REQUEST_ID), F3 FROM ARS_VIEW GROUP BY F3

Would yield:

REQUEST_ID  F3
___ __
1   B

You can then create a view form that references the oracle view.  From there 
you can build workflow against it.

An easier scenario may be to just run a query, delete the data, reimport the 
data (assuming the duplicates are no longer needed).

Sean


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Drew Shuller
Sent: Wednesday, July 21, 2010 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Self-Join

Hello everyone. I've got a form with many many duplicate records in
it, at least in one field. Is there a way to use a self-join form that
will show only the distinct records? What fields would I use for the
join? Or would it use a qualification?

I may end up running a DISTINCT query on the db and reloading the form
with that data. Thanks in advance!

-- 
Drew
Soto Cano
Honduras

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Re: Poor performance while saving Incidents

[Garrison, Sean (Norcross)]

One other thing I would check is the number of Fast/List Threads.  If you 
increase them that may improve performance.

Also you may want to see if you have any custom workflow that is running in a 
infinite loop.  This can cause all of your fast/list threads to be consumed and 
cause poor performance in ARS.


Sean




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of SriSamSri Appecherla
Sent: Monday, July 12, 2010 11:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Poor performance while saving Incidents

**
Hi,

As per my logs I have problem only with CLOB storage. It is a new set up and so 
no new indexes have been created.

Satish,

Can you please give more info on on the PropConvertor?

Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008

On Tue, Jul 13, 2010 at 11:56 AM, SUBSCRIBE arslist Sathish 
mailto:p.sathishku...@gmail.com>> wrote:
Adding up to Sean's comment, i remember running the utility
named  "PropConvertor" which basically is pl/sql procedure that converts
all the existing CLOB from outrow to inrow. This helped us in having
better incident save time + the restart time of the server.

Regards
Sathish

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Re: Poor performance while saving Incidents

[Garrison, Sean (Norcross)]

Setting the field in the configuration file is not enough.  You have to also 
run the stored procedure to update all of the tables to "In-Row" storage.  Any 
new tables created by the arserver will use in-row storage.  The lob storage 
conversion stored procedure is found in the "RemedyAndOracleCLOBs.pdf" document.

Other things to check:


1.Do you have a lot of Indexes on HPD:HelpDesk?  If so consider 
reducing any unnecessary indexes.  The more indexes you add the slower the 
"INSERT INTO" sql statement ...

2.   Do you have any custom workflow that may be causing a delay?

3.   Have you considered increasing the memory available to the DB?  (By 
far the biggest performance improvement you will get)

4.   Do you have Oracle Cursor sharing set to SIMILAR on both the Oracle DB 
and in the ar.conf file?

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of SriSamSri Appecherla
Sent: Monday, July 12, 2010 4:00 PM
To: arslist@ARSLIST.ORG
Subject: Poor performance while saving Incidents

**
Hi,

Creating incidents is taking a lot of time.

When I create an Incident, it is taking about 20-25 seconds to save, though I 
have set the Store LOB in row option from the server information window. I 
checked the SQL logs and found that a lot of time is wasted while setting the 
LOB fields.
ARS 7.5, Patch 3 (in server group)
Oracle 11g
Sun Solaris 10

Please help.

Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008
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Re: ARERR 92 Server Timeout During Database Update

[Garrison, Sean (Norcross)]

Try setting "Delay-Recache-Time" to a few minutes.  My suggestion would be more 
than the amount of time it takes to restart an arserver.  That way if your 
update for some reason causes a server restart then you wouldn't be down while 
it is restarting.  I would also suggest turning developer cache mode off since 
it is a prod box.

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Monday, July 12, 2010 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 92 Server Timeout During Database Update

** it is not our current prod.  It is the environment that is going to be prod. 
 Dev Cache Mode is checked.  The fields I added where not there.  I closed out 
of the admin tool and came back in.
On Mon, Jul 12, 2010 at 1:40 PM, jham36 
mailto:jha...@gmail.com>> wrote:
Is this a production environment?  I see this error if I make a change
to Prod sometimes.  In our dev environment we have Dev Cache Mode
turned on.
What is probably happening is that the change is submitted to the
database and then there is a timeout in the admin tool while waiting
for the server to re cache everything.
If you close your workflow and re-open it after this error, you should
see that it was updated properly.

James

On Jul 12, 1:23 pm, Kevin Begosh mailto:kbeg...@gmail.com>> 
wrote:
> okay so I remember seeing this before but I cannot remember what I did to
> solve the issue.  I am am trying to change workflow objects, forms, filters
> etc... via the admin tool and I keep getting the ARERR 92 timeout during
> database update ...
>
> The environment I am in is a Server group configuration with 3 AR Servers
> sharing the same DB.
>
> Has anyone else out there had this issue?
>
> Windows 2003 server, SQL 2005 DB.
>
> Do you have to take them out of server groups and then make the changes and
> then put them back, something like that?
>
> --
> Kevin Begosh
>
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--
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Re: Migrator tool: "No servers for this account"

[Garrison, Sean (Norcross)]

In migrator go to Tools->Licenses to add the license for the server.
Another thing to try:   I don't know if 7.1 has a multilicense file but try 
removing /etc/arsystem/.multilicense and restarting the server.  That may 
resolve it.
A third issue is that if you are in a server group environment you need to 
check that it is setup properly.  If configured wrong the "Disable Admin 
Operations" on both servers will be set to True which will cause migrator to 
not work right.
Thanks,
Sean

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne
Sent: Friday, July 09, 2010 2:58 PM
To: arslist@ARSLIST.ORG
Subject: Migrator tool: "No servers for this account"

**
Dear List,
Trying to get the Migrator tool working.  It is licensed on both our AR 
servers.  I open the tool and click the "New Server Window" icon.  It lets me 
log in to both servers, but the choice window only lists one of the two 
servers.  If I try again and only log in to the missing server, I get "No 
servers for this account."
Why would the Migrator be able to see only one of the servers?  The User and 
Admin tools can see both servers.
(ARS 7.1 p3, Migrator tool 7.5 )
Dwayne Martin
James Madison University

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Re: Zipping up attachments

[Garrison, Sean (Norcross)]

You don't really have to do this.  Remedy compresses the file out of the box.  
From page 33 of "Using relational databases with AR System":

"The Attachment details table contains information for the properties of
Attachment fields. For every Attachment field in the form, a separate table is
created to store the attachment value.
The Attachment details table is named with a B followed by the unique ID for the
form (for example, B3). In Figure 1-1 on page 24, the attachment details table 
is
labeled Bn. An attachment details table with one column (C1) is created with 
every
form.
For every attachment field added to any attachment pool on the form, three new
columns are added. Each column is named with C, CO, or CC, followed by the
attachment field ID. For example, the three columns added for one attachment
might be called C536870920, CO536870920, and CC536870920, where 536870920
is the attachment field ID.
The C column stores the full path name of the attached file. The CO column 
stores
the original size (in bytes) of the attached file. The CC column stores the
compressed size (in bytes) of the attachment file."

I found this out the hard way when I tried to do a direct extract from the DB 
of a file.  The file never worked and I couldn't figure out why until I read 
the docs and found out that remedy uses some sort of compression algorithm.

Thanks,

Sean 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Greg Donalson
Sent: Friday, July 09, 2010 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Zipping up attachments

Hi all,

I have a requirement that in order to send an attachment across web services, 
that the attachment must be zipped first.  I was wondering if there was any way 
that once the user has submitted an attachment to go back in and zip the 
attachment and then send it across web services?  I would think that I would 
have to call an API to extract the attachment and then another procedure to zip 
it up.  I was just wondering if anyone has done anything like this before and 
if they would not mind sharing how they did it.  Thanks in advance!

Greg

AR Server: 7.01
ITSM: 7.01
Mid-Tier: 7.01

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Re: Updating Mass People Profiles

[Garrison, Sean (Norcross)]

As long as you extract field 1 (Person ID) when you run your report then when 
you do an import it will overwrite the data with what is in your import.  When 
running the import choose "File->Preferences" and hit "Update Old Record with 
New Record's data" on the "Duplicate Request Id" tab.

We had to create a custom import form to do the permissions.  So rather than 
importing directly into CTM:People we imported into a staging form to determine 
the permissions.  We generated workflow that fired on "Merge" in the staging 
table to process permissions.  Easiest way to figure out how to add a 
permission is to turn on the workflow logging and see what it does through the 
interface and reverse engineer it.

Good Luck,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Vianna Vianna
Sent: Monday, June 28, 2010 4:43 PM
To: arslist@ARSLIST.ORG
Subject: Updating Mass People Profiles

**
Hello all

Probably a very easy question for you all... We are using 7.5 and had a 3rd
party integration which fed our people records that corrupted a majority of
them, causing alot of incorrect data. I would like to do a mass update of
records in the CTM:people form and have pulled all relevant/accurate data
into an excel spreadsheet. Can I use the import / export tool to update
fields in that form, or is it only used to create new entries? Most people
profile data is correct but there are a few fields such as Job Title and
telephone # that need updating.

Also wondering what the best way to update permissions, since those are not
contained in the CTM:people form

Thank you!!

Vi
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Re: What is the number maximum of incidents that can be related?

[Garrison, Sean (Norcross)]

If it is a "Related To" relationship then I agree with Matt.  It depends on 
what type of relationship it is.  If it is a relationship that closes child 
tickets there will be a limitation based on the timeout settings within the ars 
server.  As to the number it really depends on how fast your ars server/db 
server are at processing a request.  We ran into a limitation around ~1500 
duplicate child tickets.  Yours may be more or less depending on the speed of 
the server.

Sean



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
Sent: Monday, June 28, 2010 4:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: What is the number maximum of incidents that can be related?

In theory it is unlimited. The relationship is stored on an association
table.

In reality an incident can not be related to itself, nor to another
incident more than once and so the limitation is the number of incidents
submitted less itself.

>
> Hi
>
> I would like to know if some of you knows what is the number maximum of
> incidents that can be related to an incident?
> ITSM 7.0.3
> Best Regards
>
>
> Lourdes Ortiz Sada
> Infraestructura
>
> Oficina: +52 52412660
> Celular: 044 55 3011 9320
>
> Visita www.quitze.com
>
>
> Por favor borre este e-mail y notifíquenos inmediatamente si usted no es
> el
> destinatario previsto. Quitze no entra en contratos u obligaciones
> contractuales vía correo electrónico, a menos que este contenido de otra
> manera por escrito entre las partes que esta tratando
>
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Re: Cookies are disabled - RESOLVED

[Garrison, Sean (Norcross)]

Thank you for this.  We had been experiencing this problem for a while.  We put 
the issue on hold since it will take us a while to upgrade from 7.0.1 to 7.5 


Sean





-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ LongWing
Sent: Friday, June 11, 2010 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Cookies are disabled - RESOLVED

Just for posterity sake, we got this fixed and here is what was needed.

Using Fiddler I was able to determine that a cookie was being set, but the 
JavaScript with BMC's login page wasn't able to see the cookie.  When I looked 
at the cookie set line I saw this

Set-Cookie: 
JSESSIONID=gPxQMSFpzSG2pGy77G5GGHvJ8R4GDP0phnPQcZpTRMQq5pLKKn8n!-39805178; 
path=/; HttpOnly

Tomcat gave me

Set-Cookie: JSESSIONID=03C11BA7BAAA4F43D23C036A74415C6F; Path=/arsys

After a bit of research I found that the path being set to root (/) wasn't an 
issue...so I checked the docs on the 'HttpOnly' flag that WebLogic was sending 
and found documentation here

http://download-llnw.oracle.com/docs/cd/E13222_01/wls/docs92/webapp/weblogic_xml.html

It has this to say

Specifies whether HttpOnly cookies are enabled. When this element is set to 
true, all session cookies would be unavailable to the browser scripts. The 
default value is true. Therefore, HttpOnly cookies are enabled by default.

This essentially means that session cookies are unavailable to 
JavaScript...which is of course what Remedy uses to check to verify that 
cookies are enabled.  Setting this value to false and restarted the WebLogic 
server stopped this particular issue.

Now, here is my questionbeing this is the 'default' behavior of 
WebLogicI would expect EVERYONE that uses WebLogic to need to know about 
this setting, I would expect that BMC is very aware of this and would have it 
in the 'if you are running WebLogic, here are the 'special' things you need to 
do' section of their docs.

But...now it's documented in this forum and anyone else that has problems 
shouldn't need to bang their head against this particular wall for 2 days like 
I did.

-Original Message-
From: LJ LongWing [mailto:lj.longw...@gmail.com] 
Sent: Monday, June 07, 2010 2:54 PM
To: 'arslist@ARSLIST.ORG'
Subject: Cookies are disabled

All,
We are switching from Tomcat to WebLogic where I work and I'm having issues.  
When I use Chrome/Firefox/IE to access the Mid-Tier I get the below error 
message

---
Message from webpage
---
Cookies are disabled. Cannot access mid-tier with this setting.
Please configure your browser to accept cookies.
---
OK   
---

Read up on the internet about _ in a server name causing the browser to not 
store cookies...but based on everything I read, it's only if you are accessing 
it with that _ in the name...if you use the IP and such it doesn't affect 
youbased on the web logic config of things there is an _ in its 'internal' 
name but not anywhere I can see it.  That's about the only thing I've been able 
to come across that would be causing errors.  Any/all information is appreciated

Remedy/Mid-Tier 7.5 Patch 5 - Windows
Weblogic 10 something - Solaris

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Re: Resize Pop-up Window

[Garrison, Sean (Norcross)]

When you open the form in the admin tool do not open it in full screen mode.  
Shrink it down.  Drag your mouse over the lower right corner and resize the 
form.  There should be a "View Size" displayed on the lower left hand side of 
the form you are viewing.  This view size is what is used to determine the size 
that is displayed in mid-tier and the user tool.

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Enslin Van Blerk - MWEB
Sent: Monday, June 14, 2010 6:32 AM
To: arslist@ARSLIST.ORG
Subject: Resize Pop-up Window

**
Hi All

Can someone assist me with resizing or managing the pop-up dialog window size 
in MidTier?

I created the following.

Display-Only Form with 2 views.

 1.  One Active Link that will open window on search view.

In both views on the form, I made sure I do not have fields to the right of the 
form. Everything is saved to the top left of the screen.
I have also tried a trim box and page holder but to no success.

In the user tool the display is perfect; however in IE it opens a pop-up window 
bigger than desired. In Firefox it opens in a maximized window :-(

I will really appreciate some assistance with this.



Regards
Enslin




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Re: Email memory issues

[Garrison, Sean (Norcross)]

You can modify the jvm on startup to have more memory:

Change the line:
exec ${JAVA_BIN}/java -Djava.library.path=${InstallPath} -cp ${CP_PATH}  \
 com.remedy.arsys.emaildaemon.EmailDaemon -d 
${InstallPath} >${LogFile} 2>&1

To:

exec ${JAVA_BIN}/java -Djava.library.path=${InstallPath} -cp ${CP_PATH} -Xms512 
-Xmx1024 \
 com.remedy.arsys.emaildaemon.EmailDaemon -d 
${InstallPath} >${LogFile} 2>&1

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Chaudhari, Yogendra
Sent: Friday, June 11, 2010 12:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email memory issues

**
How many users and groups are there on User and Group form resptly?
If there are many users or groups, you must set below property to true to 
reduce the startup time.

com.bmc.arsys.emaildaemon.FetchUserGroupInfoOnDemand=true

Regards,
Yogendra

DISCLAIMER: The opinions, statements, and/or suggested courses of action 
expressed in this E-mail do not necessarily reflect those of BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tanner, Doug
Sent: Friday, June 11, 2010 7:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email memory issues

**
We have had great Success with the following settings in our 
EmailDaemon.properties file (Hit me off list for further discussion)
Thanks, Doug Tanner

com.bmc.arsys.emaildaemon.ChunkSize=100
com.bmc.arsys.emaildaemon.CommaValidAddressSeparator=true
com.bmc.arsys.emaildaemon.ContentTypeWithCharset=true
com.bmc.arsys.emaildaemon.Exchange-Wait-Time=1
com.bmc.arsys.emaildaemon.IncomingConnectionRecycleSize=200
com.bmc.arsys.emaildaemon.IncomingMessagesQueueSize=200
com.bmc.arsys.emaildaemon.instructionCacheSize=20
com.bmc.arsys.emaildaemon.MailboxPollingUnitIsMinutes=false
com.bmc.arsys.emaildaemon.Monitor=30
com.bmc.arsys.emaildaemon.OutgoingConnectionRecycleSize=200
com.bmc.arsys.emaildaemon.RMIPort=1100
com.bmc.arsys.emaildaemon.SaveSentItem=True
com.bmc.arsys.emaildaemon.securityCacheSize=20
com.bmc.arsys.emaildaemon.SendEmailSetSize=200
com.bmc.arsys.emaildaemon.servers=cguschp2007
com.bmc.arsys.emaildaemon.SortMessages=false
com.bmc.arsys.emaildaemon.StoreInstructions=false
com.bmc.arsys.emaildaemon.templateCacheSize=20
com.bmc.arsys.emaildaemon.URLWithHrefTag=true
com.bmc.arsys.emaildaemon.UseNameIfNoEmailAddress=true
com.bmc.arsys.emaildaemon.UserChunkSize=5000

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jackie Morris
Sent: Friday, June 11, 2010 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Email memory issues

**
Good Morning List-
I am hoping someone can help me.

I have been experiencing some memory issues resulting in incoming mailboxes not 
being polled.  It seems that an email with a relatively small attachment will 
not get processed fully-sometimes it gets pulled into the message form and 
doesn't get deleted so it gets polled over and over again, sometimes it just 
doesn't do anything with it but then can't grab any of the messages following 
it.  The stderr.log file will begin to show a line about memory errors:

Exception in thread "AG00221990F8E0iaqkSQzuzEAA0WYA" 
java.lang.OutOfMemoryError: Java heap space

We previously increased our memory allocation for the Java process from 
256min-512max, then two weeks ago to 512min-1024max.  For the past two weeks it 
has been smooth sailing.  Yesterday the memory errors started up again.

The polling of inbound email is one thing, but then if it goes on too long we 
will also get our outgoing mail processing to shut down.  I restart the engine 
and go for another few hours.  Then it starts over again.
We have one outgoing mailbox and 20 incoming.  No templates, just using filters 
to create tickets when appropriate.

A little history:
We are on ARS 7.1 patch 9, Windows 2003 SP 2
MS SQL 2005

We moved from Oracle 9i to MS SQL on March 1, 2010 and that is when the email 
problems began.

Prior to moving to SQL, the email engine had been running flawlessly from the 
time of the last reboot, which was March 2009.  Not one issue.  I can't imagine 
that there is something about MS SQL that would be causing this but so far 
support hasn't been able to tell us anything other than increase the 
memory-which we did twice already.

Any ideas?

Thanks so much.

Jacqueline Morris|Sr. Systems Administrator
Easylink Services International Corporation
Phone: 732-652-3611|Mobile: 732-991-7344
Fax: 732-352-7656|Email: jmor...@easylink.com 
http:\\www.easylink.com

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Re: Saving indexes on different tablespace

[Garrison, Sean (Norcross)]

I've never really done it before but it is my understanding you have to include 
the id of the field you want to index.

Example:

Form:test
Index {
Id:2
Id:7
Clause: TABLESPACE INDX
}
Index {
Id:4
Clause: TABLESPACE INDX
}


Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Fatima
Sent: Monday, June 07, 2010 5:28 AM
To: arslist@ARSLIST.ORG
Subject: Saving indexes on different tablespace

**
Hi Everyone,
I updated the ardb.conf to save any indexes created on this form to a different 
Tablespace as follows:
Form:test <- this is the name of the form
Index {
Clause:TABLESPACE INDX <--- this is the name of the tablespace to save the 
indexes on
}

After updating the ardb.conf and saving it, I created a new index from the 
Admin tool, but it got created on the default tablespace.
What am I doing wrong?

I tested to create an index on that same tablespace directly from Oracle with 
the application username and it worked, I also tested to add a clause to the 
CREATE TABLE statement as follows:
Form:test
Clause:TABLESPACE INDX

and it worked it created the new table on this tablespace.

We are running:
ARS 6.3
Solaris 10
Oracle 9.2.0.7

Is there any known bugs in dealing with ardb.conf with these ars and/or Oracle 
versions?

Appreciate your help.

Regards,
Fatima Mahdi
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Re: Question on Remedy Performance

[Garrison, Sean (Norcross)]

Having had similar performance issues I agree with William.

We had two issues with our server that caused slowness:  1.  The Clob in-row 
issue. and 2.  Lack of memory on the DB side.  Increasing the settings to what 
remedy recommends helps a lot.

Recommended init.ora settings:

_b_tree_bitmap_plans false
cursor_sharing similar (10g), force (9i)
cursor_space_for_time false
db_block_checking false
db_block_checksum true
db_block_size 8k
db_multiblock_readcount 16
log_buffer 10485760
open_cursors 500
optimizer_dynamic_sampling 2
session_cached_cursors 100
statistic_level typical
timed_statistics true
undo_retention 14400
work_area_policy auto

(Page 18 of Performance Tuning for BSM)  Page 12-14 covers tuning the mid-tier 
server.

There is a whitepaper out there called "Using Oracle CLOBs with BMC Remedy 
Action Request System" that covers the clob conversion and its benefits.

Here are more tuning suggestions (Page 15 of Performance Tuning for BSM)
System components Database size
Small Medium Large
Suggestions
CPUs (typical configuration)  4
Memory (typical configuration) 16 GB
Requirements
sga_target 6-8 GB
db_cache_size 6 GB
shared_pool_size 2 GB
shared_pool_reserved_size 100 MB
pga_aggregate_target 4 GB
Sessions 1000
Processes 1000
Temporary tablespace 2-4 GB
Log files 3 (500 MB each)

In addition making sure that you are using "Cursor Sharing" helps.  Here are 
some AR Server settings I found helpful:
Next-ID-Commit: F
Next-ID-Block-Size: 50
Oracle-Cursor Sharing: SIMILAR
Oracle-Clob-Storage-In-Row: T
Server-Side-Table-Chunk-Size: 5000
Clustered-Index: T
Oracle-Bulk-Fetch-Count: 100
Oracle-Search-On-Clob: T

Next thing I would do is tune the web server.  Increasing the memory to the JVM 
helped a lot there.  There are several docs on BMCs web site that helps tune 
whatever web server you are using.


Thanks,

Sean


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Rentfrow
Sent: Wednesday, May 12, 2010 1:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question on Remedy Performance

**
You have a remote Oracle instance on Sun.

You need to contact support and get the CLOB in-row fix information.  This 
causes severe performance problems in many situations.  I've run into this now 
on a total of 8 Remedy implementations of 7.1 and higher.

William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Corporate Website, www.stratacominc.com
Blog, www.williamrentfrow.com
715-410-8156 C



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Matthew Perrault
Sent: Wednesday, May 12, 2010 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question on Remedy Performance
**
Also,
Check you indexes on things like AR System Message Catalog, and the Help desk 
form.
Our otb Help Desk form had 16 indexes on it (17 if you count entry id).
That will cause slowness on a save.

Danny,
We have been having performance problems as well (same versions too)
Usually it has to do with someone running a bad query and locking the table.
Or fields not getting set, and then a table using an external table 
qualification with an empty field (translates it into 1 = 1)

Any documentation you have I would be very interested in.

Thanks,
Matt P.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Danny Kellett
Sent: Wednesday, May 12, 2010 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question on Remedy Performance

**
The AR system is very latency bound. E.g. if your end users have a latency 
above 40ms, then you will start to notice a performance hit.

Also, ITSM applications at that version was not built for performance but 
functionality.

I have done some work on this and I am happy to share some documents with you 
off list. Some of the obvious things that were done include removing the option 
on "Refresh on entry change" on the tables within the incident form. For 
example if I remember there were approx 5 tables, so when you open / select an 
incident, all those refreshed when in reality, you won't want to see the 
financial information every time etc.

Send me an email and I will dig out the docs for you.
dkellett (at) javasystemsolutions.com

Kind regards
Danny Kellett
SSO for ARS
http://www.javasystemsolutions.com/jss/ssoplugin

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jim Coryat (jcoryat)
Sent: 12 May 2010 15:35
To: arslist@ARSLIST.ORG
Subject: Question on Remedy Performance

**
We are running ARS 7.1 patch 006 with ITSM 7.0.03 patch 007.  The applications 
for the most part have been out of the box implementations, we have made some 
customizations but they have been minor in scope.  Our application servers are 
dual 3.0ghz Xeon boxes with 8gb of memory running windows 2003 Enterprise.  

Re: Indexing issue

[Garrison, Sean (Norcross)]

Here is what I have done in the past:

1.  Look up the indexes build for the Schema:

SELECT * FROM SCHEMA_INDEX WHERE SCHEMAID IN (SELECT SCHEMAID FROM ARSCHEMA 
WHERE NAME = '');

2.  Delete all of the entries you find.
3.  Restart ARS.
4.  Put the server in admin-only mode and recreate the indexes.

This is a rather risky procedure and I would recommend making a backup if you 
choose to do it this way.  I have found it faster than getting a dba involved 
to recreate indexes though.

This is probably the safer option:

If you want to keep the server up and running you may be able to accomplish 
this by having the DBA recreate the indexes from the values in the table.
INDEXNAME = the index name
UNIQUEFLAG = whether or not the index was unique
NUMFIELDS = number of fields used in the index
F1 -F16 = fields that are included in the index.  Make sure and put a "C" in 
front of the number to find the field.

Once the indexes are re-created you should be able to nuke them in the admin 
tool and have remedy re-create them.

Sean



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Wednesday, April 07, 2010 1:30 PM
To: arslist@ARSLIST.ORG
Subject: Indexing issue

**
Hi All,

I have an indexing issue and I am hoping to get some advice on the best way to 
correct. This all started when I tried to remove an index on a field that is no 
longer used. Currently there are 9 indexes showing on the form. When I 
attempted to save I got the error below. So next I logged on to the database to 
see what indexes were on the table and the only index is on c1.

There are about 1.2M records on the form. One approach would be to remove all 
of the indexes from the form at once and save. However that might be real hard 
on the system. Another thought would be to have the dba build the indexes on 
the table so they math the application and then remove them. Better ideas 
greatly appreciated.

Failure during SQL operation to the database : ORA-01418: specified index does 
not exist (ARERR 552).
Failure during SQL operation to the database : ORA-01418: specified index does 
not exist (ARERR 552).
Failure during SQL operation to the database : ORA-01418: specified index does 
not exist (ARERR 552).
Failure during SQL operation to the database : ORA-01418: specified index does 
not exist (ARERR 552).
A duplicate index has been specified -- duplicate was omitted and indexes were 
created : 2 (ARERR 74).
A duplicate index has been specified -- duplicate was omitted and indexes were 
created : 2 (ARERR 74).
A duplicate index has been specified -- duplicate was omitted and indexes were 
created : 536870919 (ARERR 74).

Mark Brittain
Remedy Developer
NaviSite
mbritt...@navisite.com
(315) 453-2912 x5335 (Phone)
(315) 317.2897 (Cell)


  
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Re: Events in Workflows

[Garrison, Sean (Norcross)]

I would suggest a more simple solution:

1.  Add a "Display Only" field to the view form.  This would not modify the 
underlying schema in any way.
2.  Create a filter that fires on modify where the "Display Only" field is not 
null.
3.  Modify your escalation to do a push fields to the "Display Only" field in 
the view form.

Whenever you do a push fields to a display only field all of the modify filters 
will fire but no data will actually change on the record.

Sean



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of nn
Sent: Tuesday, April 06, 2010 9:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Events in Workflows

**
OK, I will explain in more detail, this assumes you know how to use the new 
error handler feature of filters.
[ I Love it!!]
1) Create a filter on the View form that access the external table that you do 
not have a privilige on.
2) Have a dummy form and filter push data to the view form.
3) (Remember Filters will fire before a commit to the DB)
4) You need 2 filters. 1 that is normal (fire on modify) 1 that acts as your 
ERROR handler [ no firing condition]
5) When you push to the View form the following will happen.
1) Filter fires on Modify
 2) DB error is generated cause you don't have access.
3) 1st Filter then uses the 2nd filter as error handler.
4) Use you 2nd filter as your Error processing to handle the real meat of 
the workflow. The first filter is just basically a try {} catch{} So the first 
filter just has to do something mundane like try to set a field (which it can't 
do)

--hope that helps--
On Tue, Apr 6, 2010 at 6:46 AM, navinem 
mailto:naveen...@gmail.com>> wrote:
Hi nn-11,

But for the dummy form to push some data, (lemme assume its some kind of
flag) you need to have write previlege over the table from which I am
accessing the data to be fetched into view form. But unfortunatley i cant
add new coloumns to the external table. Hence it wouldnt be a viable
solution :(



nn-11 wrote:
>
> What about periodically running an escalation off of a "Dummy" form (that
> contains only 1 record)
> and have a filter on the Dummy form push the data to the view form that
> will
> subsequently fire the
> filter on the View form?
>
> On Wed, Mar 31, 2010 at 4:14 PM, navinem 
> mailto:naveen...@gmail.com>> wrote:
>
>> Hi All,
>>
>> Is there any way of creating a custom event and captruing it in Remedy.
>> The
>> reason why i need this is because of the following reason.
>>
>> I have an escalation which gets triggered from a view form. But i dont
>> want
>> this escalation to process records because of performance reasons. So i
>> was
>> looking for methods to trigger a filter in the same form from this
>> escalation and i cant introduce any field to this view form to act as a
>> flag. Can i generate any kind of custom event in the escalation and make
>> the
>> filter run on capture of this event?
>>
>> Please provide any inputs on this.
>>
>> Thank you
>> --
>> View this message in context:
>> http://old.nabble.com/Events-in-Workflows-tp28101842p28101842.html
>> Sent from the ARS (Action Request System) mailing list archive at
>> Nabble.com.
>>
>>
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View this message in context: 
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