Re: Is there a way to make a Filter API Plugin run in Phase

[Geoff Endresen]

Thanks for All good ideas:

After reading the filter phases again to be sure, I cannot use push fields 
because they fire in phase 2 ;-( before the commit.

Tricky idea about after submit active link. But that won't fire in cases where 
the transaction was triggered by an API call instead of the User Tool.

And I'm still in the dark ages using v7.1, but I did think about the 
notification API.

I had previously thought about using a run process, but that can get out of 
control quickly by spawning many extra unix processes.

Here's what I've decided upon: I'm going to use DSO to push to another form and 
then call the filter API from there.

Thanks,
-Geoff Endresen

On May 7, 2011, at 8:30 AM, Jarl Grøneng  wrote:

> If your on 7.6.4 you can use the Alert --> Web service plug-in in AR
> System. This is asyncron, and will probably do what you want.
> 
> Page 260 in BMC Remedy Action Request System 7.6.04 Configuration Guide
> 
> --
> J
> 
> 
> 
> 2011/5/4 Geoffrey Endresen :
>> **
>> We generally use Filter APIs during set fields operations that would be
>> Phase 1.
>> 
>> But we have a feature where we want call the Filter API that would run after
>> the ticket is committed to the DB.
>> 
>> Any ideas?
>> 
>> --
>> -Geoff Endresen
>> Amazon.com
>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
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Re: Is there a way to make a Filter API Plugin run in Phase

[Geoff Endresen]

Thanks for the info John. You guys are always ahead of the game. I need to run 
to catch up.

Thanks,
-Geoff Endresen

On May 5, 2011, at 9:47 AM, John Sundberg  wrote:

> **
> [ADVERT]
> 
> 
> Geoff,
> 
> I understand the issue quite well. You may have a "process" that takes 
> considerable time to continue -- and you choose not to have the user wait.
> 
> We have built that functionality into a product we call Kinetic Task.
> Check it out here: http://www.kineticdata.com/Products/KineticTask/index.html
> 
> Fundamentally - the issue is you may have workflow that needs to run "out of 
> phase" with the user. 
> 
> BTW - this is the backend to Kinetic Request.
> 
> 
> If you remember -- we announced this at WWRUG09 - and won an award "Most 
> innovative product for BMC Remedy".
> 
> 
> This particular product is well received by TELCOs and major provisioning 
> organizations. (Service Providers)
> 
> 
> Sidenote: -- we have it hooked into AWS EC2 -- so we can trigger EC2 
> functions from forms in (Kinetic).
> 
> Check here for pre-written "handlers": http://ktc.kineticdata.com/
> 
> 
> The handler system is designed that you can use "off the shelf/prewritten 
> handlers" -- or build your own and register them into the system.
> 
> 
> Fundamentally - the system runs in Java -- waits for activity in Remedy (or 
> any data source) then finds a matching process tree - and executes it. The 
> process steps can be automated or human interactions.
> 
> 
> It rocks !!! (of course I might be biased)
> 
> 
> -John
> 
> 
> 
> On May 4, 2011, at 2:00 PM, Geoffrey Endresen wrote:
> 
> ** 
> We generally use Filter APIs during set fields operations that would be Phase 
> 1.
> 
> But we have a feature where we want call the Filter API that would run after 
> the ticket is committed to the DB.
> 
> Any ideas?
> 
> -- 
> -Geoff Endresen
> Amazon.com
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> --
> John Sundberg
> 
> Kinetic Data, Inc.
> "Building a Better Service Experience"
> 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
> 
> 
> 
> 
> 
> 
> 
> 
> 
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Is there a way to make a Filter API Plugin run in Phase

[Geoff Endresen]

Thanks Francois,

I will take a look at it tomorrow morning when I get into the office. I will 
try the push fields to form B and then calling the filter API. 

Thanks,
-Geoff Endresen

On May 8, 2011, at 9:46 PM, Francois Seegers  wrote:

> Hi Geoff,
> 
>  
> 
> Read up on the PROCESS Application-Release-Pending might be useful, use to 
> commit all actions to the DB, just need to verify if this includes all 
> phases, did not play with it a lot.  Then run workflow thereafter to call the 
> API.
> 
>  
> 
> Regards
> 
> Francois
> 
>  
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Geoff Endresen
> Sent: Monday, May 09, 2011 6:40 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Is there a way to make a Filter API Plugin run in Phase
> 
>  
> 
> Thanks for All good ideas:
> 
>  
> 
> After reading the filter phases again to be sure, I cannot use push fields 
> because they fire in phase 2 ;-( before the commit.
> 
>  
> 
> Tricky idea about after submit active link. But that won't fire in cases 
> where the transaction was triggered by an API call instead of the User Tool.
> 
>  
> 
> And I'm still in the dark ages using v7.1, but I did think about the 
> notification API.
> 
>  
> 
> I had previously thought about using a run process, but that can get out of 
> control quickly by spawning many extra unix processes.
> 
>  
> 
> Here's what I've decided upon: I'm going to use DSO to push to another form 
> and then call the filter API from there.
> 
>  
> 
> Thanks,
> 
> -Geoff Endresen
> 
>  
> 
> On May 7, 2011, at 8:30 AM, Jarl Grøneng  wrote:
> 
>  
> 
> > If your on 7.6.4 you can use the Alert --> Web service plug-in in AR
> 
> > System. This is asyncron, and will probably do what you want.
> 
> >
> 
> > Page 260 in BMC Remedy Action Request System 7.6.04 Configuration
> 
> > Guide
> 
> >
> 
> > --
> 
> > J
> 
> >
> 
> >
> 
> >
> 
> > 2011/5/4 Geoffrey Endresen :
> 
> >> **
> 
> >> We generally use Filter APIs during set fields operations that would
> 
> >> be Phase 1.
> 
> >>
> 
> >> But we have a feature where we want call the Filter API that would
> 
> >> run after the ticket is committed to the DB.
> 
> >>
> 
> >> Any ideas?
> 
> >>
> 
> >> --
> 
> >> -Geoff Endresen
> 
> >> Amazon.com
> 
> >> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> >
> 
> > __
> 
> > _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> 
> > attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
>  
> 
> ___
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Re: Thanks to all WW RUG participants, those that attended our talks and visited our booth, BMC, and especially the Organizers

[Geoff Endresen]

+ 10 ;-)

Sent from my iPad

On Oct 26, 2010, at 3:27 AM, Ben Chernys  
wrote:

> **
> Just wanted to say a big thanks to all participants, an extra thanks to those 
> that took the time to listen to our talks and visit our booth, thanks to BMC 
> for providing a wide array of senior people (and providing the rockets), and 
> finally a big giant thank you for all the hard work done by all the WW RUG 
> Organisers.
> 
>  
> 
> It was great to meet you in person and finally attach faces to those years of 
> emails on the arslist. 
> 
>  
> 
> It was also great to meet former co-workers Dan and Ed after some 15 years 
> after we had worked together on ARS release 2.
> 
>  
> 
> I am also especially enthralled to see the interest and reaction to 
> Meta-Update and will follow up with those that attended the talks and 
> requested more information.
> 
>  
> 
> Cheers
> 
> Ben Chernys
> 
> Senior Software Architect
> Software Tool House Inc.
> 
> Canada / Deutschland / Germany
> Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
> Email:   ben.cher...@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. 
> http://www.softwaretoolhouse.com/ 
> 
>  
> 
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Thanks to all WW RUG participants, those that attended our talks and visited our booth, BMC, and especially the Organizers

[Geoff Endresen]

Teresa,

It was great to meet you too. And thank you and Kim for the luck you brought 
me. I'm finally trying to keep up with my gmail now.

My email at the office is endre...@amazon.com

Sent from my iPad

On Oct 27, 2010, at 6:14 AM, "Lockwood, Teresa L"  wrote:

> **
> Nice meeting you at RUG Geoff. Glad you like your iPad; and glad to be 
> sitting at the lucky table with you and the iPod I won J Enjoy!
> 
>  
> 
> ~~
> 
> Terri Lockwood
> 
> IT Service Excellence/Operations System Management
> 
> Sr Administrator Tech Services IT
> 
> 9512 Sunbeam Center Drive
> 
> Jacksonville, FL  32257
> 
> Office - 904-886-7687
> 
> Fax - 904-886-7676
> 
> Cell - 904-424-1602
> 
> Email - tlockw...@adt.com
> 
>  
> 
> Have you tried using IT Self-Service yet?
> 
>  
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Geoff Endresen
> Sent: Wednesday, October 27, 2010 1:32 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Thanks to all WW RUG participants, those that attended our talks 
> and visited our booth, BMC, and especially the Organizers
> 
>  
> 
> **
> 
> + 10 ;-)
> 
> 
> Sent from my iPad
> 
> 
> On Oct 26, 2010, at 3:27 AM, Ben Chernys  
> wrote:
> 
> **
> 
> Just wanted to say a big thanks to all participants, an extra thanks to those 
> that took the time to listen to our talks and visit our booth, thanks to BMC 
> for providing a wide array of senior people (and providing the rockets), and 
> finally a big giant thank you for all the hard work done by all the WW RUG 
> Organisers.
> 
>  
> 
> It was great to meet you in person and finally attach faces to those years of 
> emails on the arslist. 
> 
>  
> 
> It was also great to meet former co-workers Dan and Ed after some 15 years 
> after we had worked together on ARS release 2.
> 
>  
> 
> I am also especially enthralled to see the interest and reaction to 
> Meta-Update and will follow up with those that attended the talks and 
> requested more information.
> 
>  
> 
> Cheers
> 
> Ben Chernys
> 
> Senior Software Architect
> Software Tool House Inc.
> 
> Canada / Deutschland / Germany
> Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
> Email:   ben.cher...@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. 
> http://www.softwaretoolhouse.com/ 
> 
>  
> 
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> 
> This email (including any attachments) may contain information that is 
> private or business confidential. If you received this email in error, please 
> delete it from your system without copying it and notify sender by reply 
> email so that our records can be corrected. _attend WWRUG11 www.wwrug.com 
> ARSlist: "Where the Answers Are"_

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How to force Notifications include Diary Field with Newest First

[Geoff Endresen]

Listers,

I know there is a way to display diary fields latest first in the Windows Client
I have a perl script that can reverse the diary that's used for our email 
notifications.

But, is there a way to have notifications include a diary field with default of 
latest first?

Thanks,
-Geoff  Endresen
"Trying to fix more that I break, one ticket at a time"

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Re: Filter doesn't fire for $VUI$ = "Requester"

[Geoff Endresen]

VUI is not a filter variable. It's only set on the client.

You would have to push the variable to a field on the affected form to catch 
the event.

-Geoff

-Original Message-
>From: GoDario27 <[EMAIL PROTECTED]>
>Sent: Oct 26, 2006 11:42 AM
>To: arslist@ARSLIST.ORG
>Subject: Filter doesn't fire for $VUI$ = "Requester"
>
>I want to send a notification to my helpdesk team any time a user goes to the
>Requester Console (web or client) and updates information in the Details
>field.  However, when I use $VUI$ = "Requester" in my filter, it doesn't
>seem to fire.  If I use other criteria, it does -- but I only want it to
>happen when the user is in the Requester Console.
>
>Any suggestions??
>-- 
>View this message in context: 
>http://www.nabble.com/Filter-doesn%27t-fire-for-%24VUI%24-%3D-%22Requester%22-tf2515866.html#a7017250
>Sent from the ARS (Action Request System) mailing list archive at Nabble.com.
>
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Re: Problem with Push Fields in a Table Loop

[Geoff Endresen]

You will need to have the filter fire in phase 1 instead of normal push fields 
in a later phase.

I believe it's `! added to the end of the filter name

-Geoff

-Original Message-
>From: Alfredo Avendano <[EMAIL PROTECTED]>
>Sent: Oct 26, 2006 9:29 AM
>To: arslist@ARSLIST.ORG
>Subject: Re: Problem with Push Fields in a Table Loop
>
>Alex,
>
>I experienced a similar problem before, I believe I
>solved it creating a set field action to pass the
>column values to a display only field, and then use
>the display only fields on the push field action. 
>
>Alfredo
>
>--- Alex Bredariol <[EMAIL PROTECTED]> wrote:
>
>> A filter "A" calls a Filter Guide "B" looping a
>> table.
>> This Filter Guide "B" contains a filter that should
>> execute a push fields in
>> another form.
>> 
>> But there's a problem: it always push the same data.
>> It's not a mistake with
>> the Table I'm looping, because I tested using set
>> fields and displayed
>> messages with the value and both work.
>> 
>> Does someone know what may be happening?
>> 
>> Thanks
>> 
>> Alex Grilo
>> 
>>
>___
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>> 
>
>
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Re: How to force Notifications include Diary Field with Newest First

[Geoff Endresen]

Rick,

That's what our perl script does. I thought there might be a better way.

Thanks,
-Geoff

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick cook
Sent: Thursday, October 26, 2006 12:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to force Notifications include Diary Field with Newest
First

I don't know of one.  I wouldn't think there would be one in ARS, since the
notifications are grabbing the data from the DB directly, where it is sorted
in the order of entry - earliest first.

My advice would be to re-sort the data in the DB, and return that sorted
data from there.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Geoff Endresen
Sent: Thursday, October 26, 2006 11:16 AM
To: arslist@ARSLIST.ORG
Subject: How to force Notifications include Diary Field with Newest First

Listers,

I know there is a way to display diary fields latest first in the Windows
Client I have a perl script that can reverse the diary that's used for our
email notifications.

But, is there a way to have notifications include a diary field with default
of latest first?

Thanks,
-Geoff  Endresen
"Trying to fix more that I break, one ticket at a time"


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Answers Are"

AR System Email Templates Update Question

[Geoff Endresen]

ARSList,

>From the time you upload a new attachment in the ARSystem Email Templates 
>form, how long should it take for the notifications to use the new template 
>format? 

It seems like new notifications are not changing quickly.

Thanks,
-Geoff

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Re: AR System Email Templates Update Question

[Geoff Endresen]

Thanks, 

I'll take a look at my settings.

Later,
-Geoff

-Original Message-
>From: Carey Matthew Black <[EMAIL PROTECTED]>
>Sent: Apr 27, 2006 1:30 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: AR System Email Templates Update Question
>
>Geoff,
>
>A new template... should be fetched the first time the Email engine needs it.
>
>A changed template... well there is a cache that the Email engine
>keeps (for performance reasons) and it only updates the cache during
>special events. But there are settings in the Email Engine config
>files that drive these things too.
>
>EmailDaemon.properties
>
>com.remedy.arsys.emaildaemon.templateCacheSize=20
>
>Not sure if you set that to zero if you could force it to not keep a
>cache or not. (And that might have other bad results too.)
>
>--
>Carey Matthew Black
>Remedy Skilled Professional (RSP)
>ARS = Action Request System(Remedy)
>
>Solution = People + Process + Tools
>Fast, Accurate, Cheap Pick two.
>Never ascribe to malice, that which can be explained by incompetence.
>
>
>
>On 4/27/06, Geoff Endresen <[EMAIL PROTECTED]> wrote:
>> ARSList,
>>
>> From the time you upload a new attachment in the ARSystem Email Templates 
>> form, how long should it take for the notifications to use the new template 
>> format?
>>
>> It seems like new notifications are not changing quickly.
>>
>> Thanks,
>> -Geoff
>>
>> ___
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>>
>
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Re: AR System Email Templates Update Question

[Geoff Endresen]

Thad,

Yes, that makes sense, It did take about 30 minutes to change, mine is set to 
this:

com.remedy.arsys.emaildaemon..Interval=28

I'll try setting mine to 3 minutes on test/dev to see what it does.

Thanks,
-Geoff

-Original Message-
>From: Thad Esser <[EMAIL PROTECTED]>
>Sent: Apr 27, 2006 1:38 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: AR System Email Templates Update Question
>
>Geoff,
>
>From the Email Engine guide, page 236 (ARS 6.3):
>-
>com.remedy.arsys.emaildaemon..Interval=30
>
>This setting lets you define the time interval (in minutes) to use
>when checking the server for configuration updates (for example, if
>you have modified records in the Email Mailbox Configuration
>form) or updates to templates (for example, if you modified
>templates in the Email Templates form). The default is 30 minutes.
>For example, to set the interval to 5 minutes, you would use the
>following syntax:
>com.remedy.arsys.emaildaemon..Interval=5
>
>
>Also, I recall someone mentioning that there was a bug with using Email 
>templates where the templates wouldn't get used.  I'll see if I can find 
>the bug number.
>
>Thad Esser
>"Perfection is achieved, not when there is nothing more to add, but when 
>there is nothing left to take away." - Antoine de Saint-Exup�ry
>
>
>
>"Geoff Endresen" <[EMAIL PROTECTED]> 
>Sent by: "Action Request System discussion list(ARSList)" 
>
>04/27/2006 01:19 PM
>Please respond to
>arslist@ARSLIST.ORG
>
>
>To
>arslist@ARSLIST.ORG
>cc
>
>Subject
>AR System Email Templates Update Question
>
>
>
>
>
>
>ARSList,
>
>From the time you upload a new attachment in the ARSystem Email Templates 
>form, how long should it take for the notifications to use the new 
>template format? 
>
>It seems like new notifications are not changing quickly.
>
>Thanks,
>-Geoff
>
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>
>
>==
>IMPORTANT NOTICE: This communication, including any attachment, contains 
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>the entity or individual to whom it is addressed.  If you are not the intended 
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Re: AR System Email Templates Update Question

[Geoff Endresen]

BTW, 3 minutes does not work, but 5 minutes does. (only for dev/test servers, 
not production)

Stephen,

That's a good idea, in Linux / Unix it would be 

/opt/ar//AREmail/bin/emaild.sh stop; 
/opt/ar//AREmail/bin/emaild.sh start;

Thanks to all for the recommendations.

Later,
-Geoff


-Original Message-
>From: "Heider, Stephen" <[EMAIL PROTECTED]>
>Sent: Apr 27, 2006 2:16 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: AR System Email Templates Update Question
>
>Geoff,
>
>It has been a while since I worked with Unix.  This works with Windows 
>Server...
>
>These two commands will restart the email service (ARS 6.3).
>
>NET STOP "Remedy Email Engine"
>NET START "Remedy Email Engine"
>
>To get the commands to run on the server Push a new record to some form (I 
>have one that I use for tracking activity and running processes such as this 
>one). 
>
>A Filter on Submit runs these commands in order (or you could run a batch file 
>or script).
>
>I have a button that only I can see on a control panel form. Anytime I upload 
>a new template I just click the button to submit a record.  I prefer this 
>because I don't have to wait ## minutes for the templates to re-cache.
>
>On a related topic, I find it useful to have the ability to immediately turn 
>off the email engine when needed.  This comes in handy when some inadvertent 
>email begins sending to all users or if there is a bug in workflow or data - 
>of course bugs never happen to Remedy developers ;)  I also occasionally need 
>to turn off the email engine when I am testing something that could send 
>email. This allows me to delete the email from the queue before it gets sent. 
>There is another button that just stops the email engine... all it takes is a 
>click of the mouse.
>
>If this sounds interesting, here is a project I have on my to-do list.  I 
>wrote a couple ASP.Net apps that are designed to run on the BlackBerry and 
>interact with Remedy (ie. create/update tickets).  I plan to write another app 
>that performs Administrator functions such as restarting services, directly 
>from my BlackBerry.  Basically, from anywhere in the country I will be able to 
>administer the Remedy system without a computer.  Should be fun!
>
>
>HTH
>
>Stephen
>
>
>
>
>
>-Original Message-
>From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
>On Behalf Of Geoff Endresen
>Sent: Thursday, April 27, 2006 4:57 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: AR System Email Templates Update Question
>
>Thad,
>
>Yes, that makes sense, It did take about 30 minutes to change, mine is set to 
>this:
>
>com.remedy.arsys.emaildaemon..Interval=28
>
>I'll try setting mine to 3 minutes on test/dev to see what it does.
>
>Thanks,
>-Geoff
>
>-Original Message-
>>From: Thad Esser <[EMAIL PROTECTED]>
>>Sent: Apr 27, 2006 1:38 PM
>>To: arslist@ARSLIST.ORG
>>Subject: Re: AR System Email Templates Update Question
>>
>>Geoff,
>>
>>From the Email Engine guide, page 236 (ARS 6.3):
>>-
>>com.remedy.arsys.emaildaemon..Interval=30
>>
>>This setting lets you define the time interval (in minutes) to use when 
>>checking the server for configuration updates (for example, if you have 
>>modified records in the Email Mailbox Configuration
>>form) or updates to templates (for example, if you modified templates 
>>in the Email Templates form). The default is 30 minutes.
>>For example, to set the interval to 5 minutes, you would use the 
>>following syntax:
>>com.remedy.arsys.emaildaemon..Interval=5
>>
>>
>>Also, I recall someone mentioning that there was a bug with using Email 
>>templates where the templates wouldn't get used.  I'll see if I can 
>>find the bug number.
>>
>>Thad Esser
>>"Perfection is achieved, not when there is nothing more to add, but 
>>when there is nothing left to take away." - Antoine de Saint-Exup�ry
>>
>>
>>
>>"Geoff Endresen" <[EMAIL PROTECTED]> Sent by: "Action Request 
>>System discussion list(ARSList)"
>>
>>04/27/2006 01:19 PM
>>Please respond to
>>arslist@ARSLIST.ORG
>>
>>
>>To
>>arslist@ARSLIST.ORG
>>cc
>>
>>Subject
>>AR System Email Templates Update Question
>>
>>
>>
>>
>>
>>
>>ARSList,
>>
>>From the time you upload a new attachment in the ARSystem Email 
>>Templates form, how long should it take for the notifications to use 
>>the new template format?
>>
>>I

Filter Guides losing related forms list

[Geoff Endresen]

Has anyone seen Filter Guildes loosing their related forms list spontaneously 
(or without human intervention).

We are STILL running AR System 5.1.2 server and we seem to need to update the 
guides every couple of weeks.

We've submitted a ticket with Remedy, but I thought that more information might 
be better.

Thanks,
-Geoff Endresen
Amazon.com

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Remedy SMTP email, respect MX records

[Geoff Endresen]

Listers,

Has anyone configured Remedy Email (6.3) to use MX records for balancing the 
load across multiple outgoing email servers. Our mail seems to look at only one 
A record.

For example Linux:

% dig MX yourdomain.com


Thanks,
-Geoff Endresen
Amazon.com

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Re: arlogdisplay.exe

[Geoff Endresen]

I used it once, but I generally use the TextPad application on my PC. It will 
look at a file and keep telling you that it's updated.

Thanks,
-Geoff Endresen
Amazon.com

-Original Message-
>From: David Yearsley <[EMAIL PROTECTED]>
>Sent: Aug 16, 2006 10:31 AM
>To: arslist@ARSLIST.ORG
>Subject: arlogdisplay.exe
>
>In looking through the documentation (6.03.00) there is mention of a log
>utility: arlogdisplay.exe. I have checked and I cannot find this
>anywhere in my installation. Is this still in use? Is it used only for
>Windows servers?
> 
>Thanks
>
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After all these years (10) confused about Licensing

[Geoff Endresen]

Riddle me this Batman or Wonder Woman,

Why does the Remedy Server issue a floating write license when a user logs into 
the server and opens a dialog form.

My understanding is that user would be issued a floating read license at the 
time of login and then would be issued a floating license until they modify a 
form entry.

We have tested this via the User Tool and via the Mid-Tier and we have similar 
results.

AR System 6.3 Patch 017
Oracle 10g with UTF-8
Red Hat Enterprise Linux release 3 (RHEL-3)

Thanks,
-Geoff Endresen
Amazon.com

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Re: After all these years (10) confused about Licensing

[Geoff Endresen]

I totally understand the desire for Remedy to create products that encourage us 
to buy more licenses.

>...  They are given a floating READ license at
>login, but take a floating WRITE license when they do ANY OTHER ACTION.

Yes, This is what I've always thought. I would expect a floating read first. 
But that did not happen.

In answer to other questions. The dialog has no active links, no menus, we open 
the display-only form in Submit mode. We even tried submitter mode locked and 
there was no difference.

Here's the actual user.log

  /* Fri Aug 25 2006 10:25:20.9211 */  FLOAT  GRANT WRITETest   (1 
of 5 write)
  /* Fri Aug 25 2006 10:25:20.9312 */  FIXED  GRANT WRITEMidTier 
Service
  /* Fri Aug 25 2006 10:25:40.0814 */  FLOAT  GRANT WRITETest1   (2 
of 5 write)
  /* Fri Aug 25 2006 10:25:51.5725 */  FLOAT  GRANT WRITETest2   (3 
of 5 write)
  /* Fri Aug 25 2006 10:26:08.0219 */  FLOAT  GRANT WRITETest3   (4 
of 5 write)
  /* Fri Aug 25 2006 10:26:20.0821 */  FLOAT  GRANT WRITETest4   (5 
of 5 write)
  /* Fri Aug 25 2006 10:26:31.8456 */  FLOAT  NO WRITE FREE  Test5   
(all 5 write in use)

I'm checking into whether the Preference server is affecting it.

Thanks,
-Geoff

-Original Message-
>From: Aaron Keller <[EMAIL PROTECTED]>
>Sent: Aug 25, 2006 4:40 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: After all these years (10) confused about Licensing
>
>>> My understanding is that user would be issued a floating read license
>at the time of login and then would be issued a floating license until
>they modify a form entry.
>
>You are partially correct.  They are given a floating READ license at
>login, but take a floating WRITE license when they do ANY OTHER ACTION.
>
>
>The way it was explained to me is: the server pulls the write token when
>the screen is opened (instead of when a modify is initiated) so that it
>is ready to use if needed.  Personally, I don't believe that
>explanation.  
>
>Personally, I think it's done that way to encourage users to buy more
>licenses.
>
>-Aaron
>
>* Email: [EMAIL PROTECTED]
>
>
>-----Original Message-
>From: Action Request System discussion list(ARSList)
>[mailto:[EMAIL PROTECTED] On Behalf Of Geoff Endresen
>Sent: Friday, August 25, 2006 3:57 PM
>To: arslist@ARSLIST.ORG
>Subject: After all these years (10) confused about Licensing
>
>Riddle me this Batman or Wonder Woman,
>
>Why does the Remedy Server issue a floating write license when a user
>logs into the server and opens a dialog form.
>
>My understanding is that user would be issued a floating read license at
>the time of login and then would be issued a floating license until they
>modify a form entry.
>
>We have tested this via the User Tool and via the Mid-Tier and we have
>similar results.
>
>AR System 6.3 Patch 017
>Oracle 10g with UTF-8
>Red Hat Enterprise Linux release 3 (RHEL-3)
>
>Thanks,
>-Geoff Endresen
>Amazon.com
>
>
>___
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>
>
>SunCom is the wireless company that's committed to doing things differently. 
>
>Things we want you to know.
>
>This e-mail and any files transmitted with it are confidential and are 
>intended solely for the use of the individual or entity to whom they are 
>addressed. This communication may contain material protected by the 
>attorney-client privilege. If you are not the intended recipient or the person 
>responsible for delivering the e-mail to the intended recipient, be advised 
>that you have received this e-mail in error and that any use, dissemination, 
>forwarding, printing or copying of this e-mail is strictly prohibited.
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Re: After all these years (10) confused about Licensing

[Geoff Endresen]

I found another tidbid of info on the Remedy Site:

Known defects: SW00236288
Disposition : Verified
Description : Floating Write token allocated within ARGetListEntry API call or 
ARGetCharMenu API call
Resolution: As Designed

The saga continues... My assumptions seem to be fading away.

Thanks,
-Geoff

-Original Message-
>From: "L. J. Head" <[EMAIL PROTECTED]>
>Sent: Aug 25, 2006 4:20 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: After all these years (10) confused about Licensing
>
>But is opening of a dialog considered any of those 3?
> 
>
>L. J. Head
>Software Engineer
>Remedy Approved Consultant 
>
> 
>
>  _  
>
>From: Action Request System discussion list(ARSList)
>[mailto:[EMAIL PROTECTED] On Behalf Of Thomas Bean
>Sent: Friday, August 25, 2006 2:09 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: After all these years (10) confused about Licensing
>
>
>** 
>According to KM-5221 in SupportWeb, floating write tokens are issued
>to a user any time a Submit, Modify, or Query action takes place.
> 
>--Thomas
> 
>
>- Original Message - 
>From: Geoff  <mailto:[EMAIL PROTECTED]> Endresen 
>Newsgroups: gmane.comp.crm.arsystem.general
>Sent: Friday, August 25, 2006 14:57
>Subject: After all these years (10) confused about Licensing
>
>Riddle me this Batman or Wonder Woman,
>
>Why does the Remedy Server issue a floating write license when a user logs
>into the server and opens a dialog form.
>
>My understanding is that user would be issued a floating read license at the
>time of login and then would be issued a floating license until they modify
>a form entry.
>
>We have tested this via the User Tool and via the Mid-Tier and we have
>similar results.
>
>AR System 6.3 Patch 017
>Oracle 10g with UTF-8
>Red Hat Enterprise Linux release 3 (RHEL-3)
>
>Thanks,
>-Geoff Endresen
>Amazon.com
>
>
>__20060125___This posting was submitted with HTML in
>it___ 
>
>___
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Re: After all these years (10) confused about Licensing

[Geoff Endresen]

I found more... (I sure like talking to myself) ;0)

There WAS a ARGetListEntry API call to the AR User Preferences form for every 
user login that opens a display only form. So infact unknowingly the 
Preferences Server eats licenses. Chomp, Chomp.

We deleted the AR User Preferences form and then the same login attempt as 
before opening a display-only form gives the expected Floating(Read) license.

I'm not as confused, still a bit crazy,
-Geoff

-Original Message-
>From: Geoff Endresen <[EMAIL PROTECTED]>
>Sent: Aug 25, 2006 5:11 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: After all these years (10) confused about Licensing
>
>
>I found another tidbid of info on the Remedy Site:
>
>Known defects: SW00236288
>Disposition : Verified
>Description : Floating Write token allocated within ARGetListEntry API call or 
>ARGetCharMenu API call
>Resolution: As Designed
>
>The saga continues... My assumptions seem to be fading away.
>
>Thanks,
>-Geoff
>
>-Original Message-
>>From: "L. J. Head" <[EMAIL PROTECTED]>
>>Sent: Aug 25, 2006 4:20 PM
>>To: arslist@ARSLIST.ORG
>>Subject: Re: After all these years (10) confused about Licensing
>>
>>But is opening of a dialog considered any of those 3?
>> 
>>
>>L. J. Head
>>Software Engineer
>>Remedy Approved Consultant 
>>
>> 
>>
>>  _  
>>
>>From: Action Request System discussion list(ARSList)
>>[mailto:[EMAIL PROTECTED] On Behalf Of Thomas Bean
>>Sent: Friday, August 25, 2006 2:09 PM
>>To: arslist@ARSLIST.ORG
>>Subject: Re: After all these years (10) confused about Licensing
>>
>>
>>** 
>>According to KM-5221 in SupportWeb, floating write tokens are issued
>>to a user any time a Submit, Modify, or Query action takes place.
>> 
>>--Thomas
>> 
>>
>>- Original Message - 
>>From: Geoff  <mailto:[EMAIL PROTECTED]> Endresen 
>>Newsgroups: gmane.comp.crm.arsystem.general
>>Sent: Friday, August 25, 2006 14:57
>>Subject: After all these years (10) confused about Licensing
>>
>>Riddle me this Batman or Wonder Woman,
>>
>>Why does the Remedy Server issue a floating write license when a user logs
>>into the server and opens a dialog form.
>>
>>My understanding is that user would be issued a floating read license at the
>>time of login and then would be issued a floating license until they modify
>>a form entry.
>>
>>We have tested this via the User Tool and via the Mid-Tier and we have
>>similar results.
>>
>>AR System 6.3 Patch 017
>>Oracle 10g with UTF-8
>>Red Hat Enterprise Linux release 3 (RHEL-3)
>>
>>Thanks,
>>-Geoff Endresen
>>Amazon.com
>>
>>
>>__20060125___This posting was submitted with HTML in
>>it___ 
>>
>>___
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>
>

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Re: After all these years (10) confused about Licensing

[Geoff Endresen]

>So Can you conclude that simply using centralized preferences for
>all of your support-level users will cause them to start up with a
>Floating WRITE instead of a Floating READ license, or was this something
>unique to a custom form??

Since this display-only form has no workflow on open, no menus, only a couple 
character fields and one button, I do believe this to be strange but true. I 
wouldn't limit it to support-leve user. I'm concluding that it's any user with 
a floating license.

Thanks,
-Geoff

-Original Message-
>From: strauss <[EMAIL PROTECTED]>
>Sent: Aug 25, 2006 5:53 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: After all these years (10) confused about Licensing
>
>So Can you conclude that simply using centralized preferences for
>all of your support-level users will cause them to start up with a
>Floating WRITE instead of a Floating READ license, or was this something
>unique to a custom form??
>
>Christopher Strauss, Ph.D.
>Remedy Database Administrator
>University of North Texas Computing Center
>http://remedy.unt.edu/helpdesk/
>
>-Original Message-
>From: Action Request System discussion list(ARSList)
>[mailto:[EMAIL PROTECTED] On Behalf Of Geoff Endresen
>Sent: Friday, August 25, 2006 4:47 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: After all these years (10) confused about Licensing
>
>I found more... (I sure like talking to myself) ;0)
>
>There WAS a ARGetListEntry API call to the AR User Preferences form for
>every user login that opens a display only form. So infact unknowingly
>the Preferences Server eats licenses. Chomp, Chomp.
>
>We deleted the AR User Preferences form and then the same login attempt
>as before opening a display-only form gives the expected Floating(Read)
>license.
>
>I'm not as confused, still a bit crazy,
>-Geoff
>
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Re: After all these years (10) confused about Licensing

[Geoff Endresen]

So I guess this is a feature, not a bug ;-)

-Original Message-
>From: Axton Grams <[EMAIL PROTECTED]>
>Sent: Aug 25, 2006 6:16 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: After all these years (10) confused about Licensing
>
>How convenient for them.
>
>Axton
>
>Geoff Endresen wrote:
>>> So Can you conclude that simply using centralized preferences for
>>> all of your support-level users will cause them to start up with a
>>> Floating WRITE instead of a Floating READ license, or was this something
>>> unique to a custom form??
>> 
>> Since this display-only form has no workflow on open, no menus, only a 
>> couple character fields and one button, I do believe this to be strange but 
>> true. I wouldn't limit it to support-leve user. I'm concluding that it's any 
>> user with a floating license.
>> 
>> Thanks,
>> -Geoff
>> 
>> -Original Message-
>>> From: strauss <[EMAIL PROTECTED]>
>>> Sent: Aug 25, 2006 5:53 PM
>>> To: arslist@ARSLIST.ORG
>>> Subject: Re: After all these years (10) confused about Licensing
>>>
>>> So Can you conclude that simply using centralized preferences for
>>> all of your support-level users will cause them to start up with a
>>> Floating WRITE instead of a Floating READ license, or was this something
>>> unique to a custom form??
>>>
>>> Christopher Strauss, Ph.D.
>>> Remedy Database Administrator
>>> University of North Texas Computing Center
>>> http://remedy.unt.edu/helpdesk/
>>>
>>> -Original Message-
>>> From: Action Request System discussion list(ARSList)
>>> [mailto:[EMAIL PROTECTED] On Behalf Of Geoff Endresen
>>> Sent: Friday, August 25, 2006 4:47 PM
>>> To: arslist@ARSLIST.ORG
>>> Subject: Re: After all these years (10) confused about Licensing
>>>
>>> I found more... (I sure like talking to myself) ;0)
>>>
>>> There WAS a ARGetListEntry API call to the AR User Preferences form for
>>> every user login that opens a display only form. So infact unknowingly
>>> the Preferences Server eats licenses. Chomp, Chomp.
>>>
>>> We deleted the AR User Preferences form and then the same login attempt
>>> as before opening a display-only form gives the expected Floating(Read)
>>> license.
>>>
>>> I'm not as confused, still a bit crazy,
>>> -Geoff
>>>
>>> ___
>>> UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
>> 
>> ___
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Re: After all these years (10) confused about Licensing

[Geoff Endresen]

Title: RE: After all these years (10) confused about Licensing
**








James,

 

I think you don’t understand my use
cases. Let me elaborate.

 

+ All users in the company should be able
to submit and modify their submitted cases when the server is in submitter mode
locked.

+ All users should be able to view other
related cases, without using a license.

+ Any user in the company (we verify
through LDAP) can update any ticket at any time à therefore floating
license.

+ There are about 5000+ such users that should
be able to perform these actions, limited to the number of floating licenses we
own.

 

In the past, viewing and submitting did
not require a floating license.

But in 6.3 the API has been changed so
that an ARGetListEntry and ARGetCharMenu doles out a floating license.

 

Thanks to all,

-Geoff









From: Action Request
System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC
HQISEC/L3
Sent: Monday, August 28, 2006 6:53
AM
To: arslist@ARSLIST.ORG
Subject: Re: After all these years
(10) confused about Licensing



 

Axton:


I would
use that guage and purchase accordingly.  

If a user
requires constant interaction with the application and must update other's
actions, Fixed license. 
If a user requires infrequent
interaction where they will be logging on and off: Float. 
If a user is only entering actions
on their behalf, Read. 
If a user is only reviewing actions
and will not be doing ANY updating, Restricted Read. 

Same for
the applications. 

James
McKenzie 
L-3 GSI 

-Original
Message- 
From: Action Request System
discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of Axton 
Sent: Monday, August 28, 2006 6:49
AM 
To: arslist@ARSLIST.ORG

Subject: Re: After all these years
(10) confused about Licensing 

James:


It's
going to be interesting for many Remedy users now that the same enforcement is
being used for app licenses with the 7.0 apps.  We have a mix of fixed and
floating licenses, with a different number of licenses and a different mix for
each of the apps.  We have no way to guage the current usage either (5.6
apps).

Axton


On
8/28/06, McKenzie, James J C-E LCMC HQISEC/L3
<[EMAIL PROTECTED]> wrote: 
> ** 
> 
> 
> Mark: 
> 
> This has since been
fixed.  This was never supposed to be this way. 
> 
> 
> James McKenzie 
> 
> 
> 
> -Original Message-

> From: Action Request System
discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of
Mark Walters 
> Sent: Saturday, August 26,
2006 4:53 AM 
> To: arslist@ARSLIST.ORG

> Subject: Re: After all these
years (10) confused about Licensing 
> 
> 
> Guess again :-) 
> 
>
SW00218113  Server modified so client tools will
not claim a floating 
> write token at login time when
using a preference server. Requires 
> corresponding client tool
patch 003 (6.3) (i.e., User Tool, Alert 
> Tool) to produce the expected
results. 
> 
> Mark 
> 
> On Fri, 25 Aug 2006 18:18:40
-0400, Geoff Endresen 
>
<[EMAIL PROTECTED]> wrote: 
> 
> 
> >So I guess this is a
feature, not a bug ;-) 
> > 
> >-Original Message-

> >>From: Axton Grams
<[EMAIL PROTECTED]> 
> >>Sent: Aug 25, 2006
6:16 PM 
> >>To:
arslist@ARSLIST.ORG 
> >>Subject: Re: After all
these years (10) confused about Licensing 
> >> 
> >>How convenient for
them. 
> >> 
> >>Axton 
> 
> 
> 
> 
>
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posting was 
> submitted with HTML in it___


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Re: After all these years (10) confused about Licensing

[Geoff Endresen]

We tested with Patch 017 of both the Mid-Tier and the Server. Hmmm...

-Original Message-
>From: Mark Walters <[EMAIL PROTECTED]>
>Sent: Aug 26, 2006 4:52 AM
>To: arslist@ARSLIST.ORG
>Subject: Re: After all these years (10) confused about Licensing
>
>Guess again :-)
>
>SW00218113  Server modified so client tools will not claim a floating 
>write token at login time when using a preference server. Requires 
>corresponding client tool patch 003 (6.3) (i.e., User Tool, Alert Tool) to 
>produce the expected results.
>
>Mark
>
>On Fri, 25 Aug 2006 18:18:40 -0400, Geoff Endresen 
><[EMAIL PROTECTED]> wrote:
>
>>So I guess this is a feature, not a bug ;-)
>>
>>-Original Message-
>>>From: Axton Grams <[EMAIL PROTECTED]>
>>>Sent: Aug 25, 2006 6:16 PM
>>>To: arslist@ARSLIST.ORG
>>>Subject: Re: After all these years (10) confused about Licensing
>>>
>>>How convenient for them.
>>>
>>>Axton
>
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Re: Read (floating) license

[Geoff Endresen]

I submitted a bug SW00250776 for this problem. That a user cannot use submitter 
mode locked to change the tickets they submitted without using a license 
because the server issues the license after login.

I think it's basically issueing the Floating(write) is issued at the time of an 
ARGetMenu API call

Thanks,
-Geoff

-Original Message-
>From: "Lucero, Michelle - IST contractor" <[EMAIL PROTECTED]>
>Sent: Sep 27, 2006 5:38 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: Read (floating) license
>
>Hi, Misi:
>
>Hope you're doing OK.
>
>Is the operative word here "should" instead of "NOT"?
>
>I just performed a very simple test on the SHR:ConsolidatedList form, by
>opening it in submit mode.  There is no active link workflow on this
>form.  There is a single filter that fires on Submit, Modify and Merge.
>Wouldn't opening a form qualify as accessing the server?  
>
>Bottom line, as soon as I logged in, my test account showed up as
>Floating in both the Admin tool AND the User Log.  I have performed no
>actions other than placing the URL to the form in the browser, pressed
>enter and logged in.
>
>To the other point that was made.  I've also let the same form sit idle
>for over 10 minutes.  It is sitting idle as I type.  It still displays
>as Floating.  It has not been released according to the User Log.  If
>accounts were released after sitting idle for 5 - 10 minutes (gosh I
>wish; imagine the reduction in cost), there wouldn't be a Float License
>Timeout minimum setting of one hour.
>
>Maybe we should get Criss Angel from Mind Freak (US TV Reference) to
>figure this out for us.
>
>All that said, the behavior in your environment could be different.
>Here's mine:
>
>Win2003/IIS/6.0/Mid-Tier 7.0 P1
>Win2003/SQL Server 2000/ARS 6.3 P11
>WinXP Pro/Admin Tool 6.3 Special Support patch 12
>
>My two cents worth and minor test,
>Michelle
>
>-Original Message-
>From: Action Request System discussion list(ARSList)
>[mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky
>Sent: Wednesday, September 27, 2006 3:52 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: Read (floating) license
>
>Aaron,
>
>I have recently had some communication with Doug Mueller, and you are
>almost right.
>
>Opening a form in Submit or Search mode should NOT grab a license,
>unless
>there is workflow that somehow contacts the server when the form is
>opened.
>
>There is a difference concerning the user log file, where users does not
>show up at all until they try to grab a licenses (i.e. by performing a
>search, triggering workflow that does a set-fields, etc.).
>
>Best Regards - Misi, RRR AB, http://www.rrr.se
>
>> As always with licensing it's somewhat vague, but my experience has
>been
>> this:
>>
>>
>>
>> When a user with a Floating license assigned to them logs in, they
>show
>> up in the User License list as Read(floating) immediately.
>>
>> -If they sit there without doing anything, they disappear from the
>User
>> License list after a short time (5-10 min)
>>
>> -If they open a form (in ANY mode), they are then listed as Floating.
>>
>> -If they log out, they disappear from the User License (no matter how
>> they were listed before)
>>
>> -If they are listed as floating and don't take any action for 1 hour,
>> they revert to Read(floating), and shortly thereafter disappear from
>the
>> list.
>>
>>
>>
>> As far as floating license token allocation, I tested our system with
>10
>> licenses, and found:
>>
>> -There could be more than 10 users marked as Read(floating) with no
>> problems.
>>
>> -When users opened any form, in query or submit mode, they changed to
>> Floating (and took a floating token)
>>
>> -Once there were 10 users marked Floating, then other users remained
>> marked as Read(floating) when quering or submitting.
>>
>> -Users marked as Read(floating) could not Modify while there were 10
>> others marked Floating.
>>
>> -When someone logged out, the next Read(floating) user to perform an
>> action (query, submit, or modify) was changed to Floating.
>>
>>
>>
>>
>>
>> -Aaron
>>
>> * Email: [EMAIL PROTECTED] 
>>
>> 
>>
>> From: Action Request System discussion list(ARSList)
>> [mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
>> Sent: Monday, September 25, 2006 11:40 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Read (floating) license
>>
>>
>>
>> Hi All,
>>
>> We're using ARServer 6.3, Patch 17.
>>
>> I'm using Manage User Licenses from the Admin Tool, with the following
>> options:
>>  License Category: Server
>>  Category: Current Licenses
>>  License Type: Floating
>>
>> I was seeing the following:
>>  Floating - 10 users
>>  Read (floating) - 2 users
>>
>> Another user who is assigned a Floating license just logged in, and I
>am
>> now seeing
>>  Floating - 10 users
>>  Read (floating) - 3 users
>>
>> I've double-checked our server licensing, and we have 25 AR User
>> Floating Licenses.
>>
>> I have the feeling I shou