Re: Pure Java 7.1 API: Am I missing something?

[Hugo Visser]

Carey,

Yes I am connecting to a 7.1 server.

Hugo

On Feb 1, 2008 2:04 PM, Carey Matthew Black <[EMAIL PROTECTED]> wrote:

> Hugo,
>
> Note that Appajee said this: "pure Java RPC implementation (for
> servers >=7.0)". Are you connecting to a ">=7.0" ARS server?
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
>
> On Feb 1, 2008 4:01 AM, Hugo Visser <[EMAIL PROTECTED]> wrote:
> > ** OK, but my code isn't using any of the things you mention. In fact
> the
> > code that I tested ran on 7.1 beta without any native dependencies. The
> > following snippet triggers JNI loading stuff and errors if it fails:
> >
> >  ARServerUser context = new
> > ARServerUser("Demo","","","ltvisserh71");
> > context.setPort(8001);
> > context.login();
> >
> > Which is about as trivial as it gets...
> >  But if I understand correctly BMC wouldn't consider this a bug as the
> goal
> > was not to eliminate the native libs right? Well I guess it's too bad
> for me
> > then, I'd hoped for the day that I would not need all the native libs
> > deployed with my apps.
> >
> > This also means that for now 7.1 API code won't run on non-supported
> > platforms such as the Mac, I was under the impression that someone
> stated
> > earlier that it would be possible now, if you'd avoid the functions that
> > require JNI.
> >
> > But thanks for the clarification  and confirmation.
> >
> > Hugo
> >
> >
> >
> >
> > On Feb 1, 2008 3:38 AM, Papolu, Appajee <[EMAIL PROTECTED]> wrote:
> >
> > > **
> > >
> > >
> > >
> > > Hi All,
> > >
> > >
> > >
> > >
> > > >>>
> > >
> > > So can anybody on the list confirm that this scenario does work (hint:
> > make sure there are no 7.1 libraries in you PATH)? Maybe Appajee can
> step up
> > and shed some light on this.
> > > <<<
> > >
> > >
> > >
> > > As of now 7.1 indeed still has some native code in it. If you will,
> you
> > can see the version 7.1 of Java API as – result of an effort in
> simplifying
> > the Java API (with collections use, elimination of redundant wrapper
> classes
> > and so on) and ground-up implementation of pure Java RPC client stub.
> > Unfortunately we have not attained 100% of the pure RPC client stub
> > implementation (& other behaviors that were depended upon the underlying
> C
> > layer in the olden JNI layer). Actually, the goal of 7.1 is NOT to
> attain
> > the complete 'JNI elimination goal' in one shot, considering what is
> > realistic. So what we ended up at the end of 7.1 is – mostly 'pure' Java
> > implementation and much simplified API but with little JNI dependency
> > clinging on. So you can be assured that we are aware of the "remaining"
> JNI
> > dependent pieces and we're making strides to eventual elimination of
> that.
> > Beyond that, I can't make any comments on future product
> > deliverables/commitments etc.
> > >
> > >
> > >
> > > As to specific areas where this native code dependency remains as of
> 7.1,
> > they are as follows:
> > >
> > > -Qualification parsing/formatting
> > >
> > > -Assignment parsing/formatting
> > >
> > > -Alert API
> > >
> > > -To leverage RPC version mapping that allows for 7.1 Java API
> to
> > talk to older than 7.0. [BTW, 7.1's new Java RPC code is validated for
> > talking to 7.0/7.1/above]. So, to interact with a specific AR Server,
> while
> > it is all seamless to API client code, 7.1 Java API engages its pure
> Java
> > RPC implementation (for servers >=7.0) OR the underlying JNI code (which
> in
> > turn talks to C API) for talking to servers older than 7.0.
> > >
> > > -I can't remember any more on top of my head right now, but
> there
> > could be a couple more not-so-critical but unfinished work items.
> > >
> > >
> > >
> > >
> > > >>>
> > >
> > > . I've disabled JNI loading through the arsys_api.xml file and set the
> > JRPC mode to true. Calls to Config.getInstan

Re: Pure Java 7.1 API: Am I missing something?

[Hugo Visser]

OK, but my code isn't using any of the things you mention. In fact the code
that I tested ran on 7.1 beta without any native dependencies. The following
snippet triggers JNI loading stuff and errors if it fails:

ARServerUser context = new ARServerUser("Demo","","","ltvisserh71");
context.setPort(8001);
context.login();

Which is about as trivial as it gets...
But if I understand correctly BMC wouldn't consider this a bug as the goal
was not to eliminate the native libs right? Well I guess it's too bad for me
then, I'd hoped for the day that I would not need all the native libs
deployed with my apps.

This also means that for now 7.1 API code won't run on non-supported
platforms such as the Mac, I was under the impression that someone stated
earlier that it would be possible now, if you'd avoid the functions that
require JNI.

But thanks for the clarification  and confirmation.

Hugo


On Feb 1, 2008 3:38 AM, Papolu, Appajee <[EMAIL PROTECTED]> wrote:

> **
>
> Hi All,
>
>
>
> >>>
>
> So can anybody on the list confirm that this scenario does work (hint:
> make sure there are no 7.1 libraries in you PATH)? Maybe Appajee can step
> up and shed some light on this.
> <<<
>
>
>
> As of now 7.1 indeed still has some native code in it. If you will, you
> can see the version 7.1 of Java API as – result of an effort in
> simplifying the Java API (with collections use, elimination of redundant
> wrapper classes and so on) and ground-up implementation of pure Java RPC
> client stub. Unfortunately we have not attained 100% of the pure RPC client
> stub implementation (& other behaviors that were depended upon the
> underlying C layer in the olden JNI layer). Actually, the goal of 7.1 is
> NOT to attain the complete 'JNI elimination goal' in one shot, considering
> what is realistic. So what we ended up at the end of 7.1 is – mostly
> 'pure' Java implementation and much simplified API but with little JNI
> dependency clinging on. So you can be assured that we are aware of the
> "remaining" JNI dependent pieces and we're making strides to eventual
> elimination of that. Beyond that, I can't make any comments on future
> product deliverables/commitments etc.
>
>
>
> As to specific areas where this native code dependency remains as of 7.1,
> they are as follows:
>
> -Qualification parsing/formatting
>
> -Assignment parsing/formatting
>
> -Alert API
>
> -To leverage RPC version mapping that allows for 7.1 Java API to
> talk to older than 7.0. [BTW, 7.1's new Java RPC code is validated for
> talking to 7.0/7.1/above]. So, to interact with a specific AR Server,
> while it is all seamless to API client code, 7.1 Java API engages its pure
> Java RPC implementation (for servers >=7.0) OR the underlying JNI code
> (which in turn talks to C API) for talking to servers older than 7.0.
>
> -I can't remember any more on top of my head right now, but there
> could be a couple more not-so-critical but unfinished work items.
>
>
>
> >>>
>
> . I've disabled JNI loading through the arsys_api.xml file and set the
> JRPC mode to true. Calls to Config.getInstance().getJrpcMode() and
> Config.getInstance().getJniLoadMode() confirm this at runtime.
> <<<
>
> I have not lately played with this stuff. But as long as, you do not
> exercise the functionality noted above & configured the mode to be Java RPC
> & JNI load mode is set to zero – Java API should proceed without looking for
> JNI code as much as possible.
>
> true
>
> 1
>
> Of course, this is unsupported and I would not encourage you to put
> production/serious apps based on this kind of configuration tweaking.
>
>
>
> Regards
>
> Appajee
>
>
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Re: Error:ARLoadARQualifierStruct

[Hugo Visser]

Yes, you should check the application password on the server, it looks like
a service such as Approval or Email Engine cannot login to the AR System.

Hugo

On Jan 31, 2008 3:58 PM, Moore, Chris <[EMAIL PROTECTED]> wrote:

> **
>
> Hey everyone- we restarted our server this morning after moving it from a
> dev network to a production one.  This error popped up.  I've never seen it-
> have any of you?
>
>
>
> RHEL 5 Oracle 10g ITSM 7.1
>
>
>
>
>
> I saw this output to console on restarting the server.  Anything to worry
> about?
>
>
>
> 390695 : Error:ARLoadARQualifierStruct - (server:X session:-1213099224
> login:Remedy Application Service) Cannot establish a network connection to
> the AR System server (ARERR 0)
>
>
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Pure Java 7.1 API: Am I missing something?

[Hugo Visser]

Hi,

Can anybody confirm that they are using the 7.1 API (released, not beta
version) in a pure Java way, without any use of the .dlls (for example, on a
Mac)? The reason why I'm asking this is because I'm running in to problems
when I try to run my API in pure java mode. I've disabled JNI loading
through the arsys_api.xml file and set the JRPC mode to true. Calls to
Config.getInstance().getJrpcMode() and Config.getInstance().getJniLoadMode()
confirm this at runtime.
However, when I run my program I get this stacktrace:

Exception in thread "main" java.lang.UnsatisfiedLinkError: eval
at com.bmc.arsys.api.Proxy.eval(Native Method) <-- "native" !!
at com.bmc.arsys.api.Proxy.a(Unknown Source)
at com.bmc.arsys.api.Proxy.a(Unknown Source)
at com.bmc.arsys.api.Proxy.setProxyProperties(Unknown Source)
at com.bmc.arsys.api.PoolingProxyManager.getProxy(Unknown Source)
at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
at com.bmc.arsys.api.ARServerUser.login(Unknown Source)
at test.Main.main(Main.java:27)

So I dug in the code and decompiled the Proxy class and this is what I see
in the (obfuscated) function a(Object[]):
...
int i = Config.getInstance().getJniLoadMode();
if(i == 1)
a();  // which is the function to load the JNI libraries

then the code continues with:
Object aobj1[] = (Object[])(Object[])eval(((Object) (aobj)));

which is the code to the "eval" function. However, "eval" is a native
function aka a function that relies on some native component that is never
loaded because the API is configured not to. So I'm really asking myself and
the list, how on earth this could ever work...This must have broke somewhere
between versions, because I did run the same code against a different
arapi71.jar, but from a beta version (I think).

So can anybody on the list confirm that this scenario does work (hint: make
sure there are no 7.1 libraries in you PATH)? Maybe Appajee can step up and
shed some light on this.

Thanks,

Hugo

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Re: Remedy WAP capabilities

[Hugo Visser]

I suspect that the client-type is only valid when coming through the remedy
wireless product, which I think is discontinued. Remedy wireless supplied
WAP access to the AR System.

Hugo

On Jan 25, 2008 1:34 AM, Joe D'Souza <[EMAIL PROTECTED]> wrote:

> Not that I heard of but one of the $client-types$ is for wireless
> devices..
>
> Maybe you could make special WAP page views for those specific
> applications
> that your WAP users are likely to access?
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Grooms, Frederick W
> Sent: Thursday, January 24, 2008 5:03 PM
> To: arslist@ARSLIST.ORG
> Subject: Remedy WAP capabilities
>
>
> Here is one for the list...
>
> Scenario:   Boss just got a Blackberry (my first thought was "Great,
> more work for me").  He can access the Mid-Tier web page but he says the
> buttons don't work correctly and the page is confusing.
>
> Is there a WAP translator/interface available to go along with Mid-Tier
> that does not require an application to be downloaded to the device?
> Something that will take our tabbed forms and make them cards in a deck?
>
> Fred
>
> No virus found in this outgoing message.
> Checked by AVG Free Edition.
> Version: 7.5.516 / Virus Database: 269.19.10/1241 - Release Date:
> 1/24/2008
> 9:58 AM
>
>
>
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Re: Resp to Gidd/Bouyant/ADV: Xtreme/Dashboard

[Hugo Visser]

Gidd,

OK, sure it's a nice flex/flash app, sure JSS does a good job supplying
data, but from an AR System perspective it has not much to do with AR System
any more. What makes AR System strong IMHO is that you can create a UI and
serve it up in the WUT or the Mid-Tier. And I agree that MT might not be the
best webapp around, but for what it does it is pretty impressive (aka
emulate a "legacy" client on the web).

To me this kind of apps is like using the AR System solely as an enhanced
DB, which might be OK for the specialized case. But if you are going down
that road for all your apps you should question why you are using AR System
at all.

But you have a nice tech showcase here, which is still a bit rough in the
usability area, but I assume that you'll work out those details along the
road.

Totally off topic, but one other small remark is that you and David might
consider to coordinate the posting of ads on the list :) (it just looked
silly to me to make two announcements)

Hugo

On Jan 25, 2008 2:15 AM, Gidd <[EMAIL PROTECTED]> wrote:

> Matt,
>
> Yup you guessed it Flash.  Wanna guess what development tool we used?
> Not sure what you mean show stopper?
>
> Did you mention FireFox Beta ?  I am using FireFox 2 and see no issue?
>
> Does it work on your MAC ?
>
> Yup it looks kinda line a MAC UI, but I am not sure that is a bad thing?
>
> I have a small iBook (ancient really) and min RAM and performance is
> more then acceptable.  Truly the XML Gateway integration makes the
> application
> rock I think?  Guess I could be wrong.  If you haven't looked at JSS's
> tool lately I'd recommend a second look.
>
> Did you notice our ability to select a list of tickets and then open
> Excel and Paste ?  How about something as simple as an attachment or note
> while in the browser ?  Ok the Yahoo Map is over the top but you know
> maybe
> if we linked the ticket to the requester's address we could print out a
> map
> for the guy...
>
>
> So, does it look anything link Remedy MT to you ?
> Ah, that was intentional!
>
>
> Honestly, we are way over the top here and this is breaking new ground,
> what
> do you really think ...
>
> Thanks for your input it is appreciated.
>
>
> Regards...Gidd
>
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Thursday, January 24, 2008 12:28 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Resp to Gidd/Bouyant/ADV: Xtreme/Dashboard
>
> The UI is all Flash?!?!? Really? That by itself looks like a show stopper
> to
> me.
> I was using Firefox v3. (beta 2)
>
> But from what I did see...
>  The UI looked kind of "MAC" ish in nature/color
>Even the "user color preference icon (the ball of colors in the upper
> right corner) looked MAC'ish to me.
>  The tab order in a few places looked kind of "wrong" (did not move how I
> expected it to)
>  There were some conditions that I clicked on "links"/nav bar things where
> "nothing happened" (because I was already in that mode/branch, but I was
> trying to "go back a step/page" in that mode/branch)
>  Return on a "button" did not activate the button. (on the "Add a new
> Note"
> pop-up/div tag/in page thing...)
>
>
> But I wonder about ADA compliance and the possibility of mobile browser
> support. (Do those browsers have enough RAM/DISK/Flash support to even try
> this ARS web client?)
>
>
> shrug... it is "flashy".
> (But I did not see any spinning or flaming things... Where are the
> spinning
> things? Where are the flaming things :) )
>
>
> I also did not see a price tag on this client... any info on that?
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
> 
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Re: Client-Type

[Hugo Visser]

OK, that works, but it isn't really what you wanted right? Because now the
workflow will always trigger whenever something that is not the user tool
touches the record. That could be for example the Mid-Tier, Email engine or
custom API's. A better approach might be not to rely on the client-type at
all and include a display only radio button field to act as a trigger field.
This way the runmacro thingy could include the radio button in the set
field, triggering the specific functionality that you need for that action.
And if you decide that you also need this for other kind of clients or
processes or even specific users, it is easy to do.

Just a thought, hope it helps.

Hugo

On Jan 23, 2008 8:31 PM, Opela, Gary L Contr OC-ALC/ITMA <
[EMAIL PROTECTED]> wrote:

> Fixed:
>
> I changed $CLIENT-TYPE$ = 17 to $CLIENT-TYPE$ != 3
>
> I'm guessing that when you bypass the user tool to modify tickets, then
> $Client-Type$ is not set, or at least runmacro doesn't know the
> client-type, thereby it is $NULL$, which will evaluate to true in this
> situation.
>
> From the User tool, it works fine. The filter does not fire because it
> knows the Client Type is indeed 3.
>
> Thanks,
>
>
> Gary Opela, Jr
>
> Sr. Remedy Developer
>
> Leader Communications, Inc.
>
> 405 736 3211
>
>
> -Original Message-
> From: Opela, Gary L Contr OC-ALC/ITMA
> Sent: Wednesday, January 23, 2008 1:27 PM
> To: 'arslist@ARSLIST.ORG'
> Subject: Client-Type
>
> From the Beginners Guide page 673:
>
>
>
> "The client type of the API program. When used in workflow, this keyword
>
> resolves to a number that corresponds to Remedy User, Remedy
>
> Administrator, DSO, and so on.
>
> The number representations of the different client types are in the ar.h
> file,
>
> which is located in \api\include. For example, if you
> use
>
> $CLIENT-TYPE$ in a Run If qualification for an active link, you can
> cause the
>
> active link to execute only for a mid-tier client (for example,
>
> $CLIENT-TYPE$ = 9)."
>
>
>
> I have found that, according to my ar.h file, the Client-Type for
> runmacro.exe is 17. I have created a filter that runs only when
> $CLIENT-TYPE$ = 17 to send a message.
>
>
>
> Unfortunately, it is not running whenever runmacro.exe modifies the
> ticket. The guide only mentions Active Links. Active Links are not fired
> whenever runmacro.exe submits the ticket.
>
>
> I need this workflow to only fire whenever runmacro modifies the ticket.
> Can I still reference CLIENT-TYPE, or will I have to reference a
> different keyword? According to everything I can see, the way I'm doing
> it now should be working fine.
>
>
>
> Thanks,
>
>
> Gary Opela, Jr
>
> Sr. Remedy Developer
>
> Leader Communications, Inc.
>
> 405 736 3211
>
>
>
>
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Java API: "historyTag" in ARQualifierHelper

[Hugo Visser]

Hi,

I'm porting some pre-7.1 Java code to the 7.1 API (edplus actually) and I'm
wondering what the history tag should be in the generateFieldMaps function
of the ARQualifierHelper.
In the current version of edplus (
http://edplus.googlecode.com/svn/trunk/src/com/expertdesk/edplus/EntryIterator.java)
I set this parameter to "tag", but that might indicate that I didn't know
what the tag was for at that time and that it slipped through later.

So any suggestions on this?

Hugo

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Re: RPC: Rpcbind failure - RPC: Timed out

[Hugo Visser]

You might want to check out http://www.arswiki.org/wiki/OSI_Bug_Reporting if
you are setting the TCP port with ARServerUser.setPort();

Hugo

On Jan 17, 2008 3:18 PM, Carey Matthew Black <[EMAIL PROTECTED]> wrote:

> [EMAIL PROTECTED],
>
> ARERR 90 is a fairly generic error message. Basically your not talking
> to the ARS server.
>
> Make sure your getting logged into the server first and that (if
> needed) you are setting the proper TCP port setting.
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
> On Jan 17, 2008 3:15 AM, rg25 <[EMAIL PROTECTED]> wrote:
> > Hi all.
> >
> > I try to execute examples from ARS 6.3 Java API (e.g createSchema(),
> > getListSchema() and so on).
> > But after execution of a Java code (after approximately 70 second
> pauses) I
> > receive error message described below :
> >
> > "MessageType: 2
> > MessageNum: 90
> > MessageText: Cannot open catalog; Message number = 90
> > AppendedText:  : RPC: Rpcbind failure - RPC:
> Timed
> > out"
> >
> > Can some one help me to solve this problem?
> >
> > Thanks in advance.
>
>
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Re: Remedy and SQL injection attacks

[Hugo Visser]

I think we've found that "Remedy automatically escapes commands to the
database most of the time", we'll log a bug for that pretty soon now.

Hugo

On Jan 2, 2008 9:20 PM, Durrant, Michael M. - ITSD <[EMAIL PROTECTED]>
wrote:

> Remedy automatically "escapes" commands going to the database so SQL
> injection is a moot point.  BMC has an excellent white paper entitled
> "Security Attacks and AR System" that covers SQL injection, buffer
> overruns, privilege elevation, etc.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
> Sent: Wednesday, January 02, 2008 12:48 PM
> To: arslist@ARSLIST.ORG
> Subject: Remedy and SQL injection attacks
>
> Hello Everyone,
>
> Here is an issue I have just become aware of, and am wondering how
> Remedy handles the danger, or if it even is a danger.
>
> It seems that if a web page accepts data input, and uses that data to
> query a database, the user can insert a value like:
>
> "whatever;do something nasty;--".
>
> Then if the web page uses this value to query the database, the database
> will actually perform the "do something nasty" command, which could be
> anything from dropping a table to giving somebody administrator
> permissions.
>
> (For a neat little cartoon illustrating this danger see:
> http://xkcd.com/327/.)
>
> So my question is, Does this apply to Remedy data input or queries?
> Suppose somebody queries a Remedy form for entries where a particular
> field = "whatever;do something nasty;--".  Or they enter their name as
> "whatever;do something nasty;--"?  Will the database do something nasty,
> or does Remedy take precautions against it, or is there no danger in the
> first place?
>
> Dwayne Martin
> James Madison University
>
> 
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> to the sender that you have received this information in error.  Also,
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Re: Case Sensitivity in Run If Qualification

[Hugo Visser]

A better RFE IMHO would be to allow functions in the Run-If statement, so
that we could use UPPER($Description$) = "FOO". This way your app still
works on a server set to case sensitive server and allows you to keep doing
case sensitive compares when needed on a case insensitive server.

If the comparison would be either case sensitive or case insensitive based
on a server setting, there's no way to safeguard your code to make sure it
works everywhere.

Hugo

On Jan 15, 2008 5:22 PM, Mueller, Doug <[EMAIL PROTECTED]> wrote:

> ** Everyone,
>
> Just to make sure that things don't get confusing and that there is a
> definitive answer (well assuming that
> I actually understand what is going on and definitive until the next
> person comes up with examples that
> prove that I have no idea what I am talking about.)
>
>
> The case-sensitivity setting currently has a limitation (some would say
> bug, but I have been told that the
> word I should be using is limiation) that it applies only to searches in
> the DB.  And, yes, some databases
> support this and they support it to different levels.  That is a different
> discussion.
>
> However, the case-sensitivity setting is NOT looked at for tests that are
> done internally to the system.  The
> qualifications that are done internally are the Run If qualifications of
> active links and filters.  These
> qualifications are always done in a case sensitive manner.
>
> There is an enhancement request in the system to have the Run If
> qualifications obey the
> case-sensitivity setting. This would be independent of database of course
> because it is inside the system.
> I do not think that it made the 7.1 release (it didn't make the 7.0release, 
> the
> 6.3 release, the 6.0 release,
> the 5.1.2 release,   either)
>
> There is no specific release that this is planned for.  It is on the list
> of things that are desired.  Customer
> input does help move things up on the list.
>
>
> I hope this helps to clarify this topic,
>
> Doug Mueller
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Sokol, Brian
> *Sent:* Tuesday, January 15, 2008 6:29 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Case Sensitivity in Run If Qualification
>
> **
>
> I have an AL qualification of $USER$ = 'App Director ID'. If the case does
> not match should the AL fire? I didn't think the case mattered but it will
> not fire if there is a case difference.
>
> Brian Sokol
> Manager, Desktop Services
> Scholastic Inc.
> 557 Broadway
> NY, NY 10012
> (212) 343-6494
> *http://www.Scholastic.com* 
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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Re: ARS 7.1 / Java 1.6 supported or not?

[Hugo Visser]

There are no bugs relating to this in the SUN bugtracker as far as I can
see, so a Java bug seems unlikely. One other option is that BMC is using
some com.sun java classes which are not part of the JRE and might disappear
or change any time (these are sun implementation classes).

Hugo

On Jan 7, 2008 2:08 PM, J.T. Shyman <[EMAIL PROTECTED]> wrote:

> I disagree with you but only in the directionality of the defect.
>
> Since ARS 7.1 works fine with Java 1.5.x but not with 1.6 I'd say the
> defect
> was in Java, not ARS. Most likely, Sun changed something in the Java
> implementation that isn't 100% backwards compatible. This is, of course,
> their right but it can cause issues.
>
> BMC is probably working to update ARS to work with Java 1.6 though because
> asking Sun to undo whatever change they made to Java would be like asking
> Microsoft to undo a change they made in Vista from XP.
>
> J.T. Shyman
> Column Technologies
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen
> Sent: Monday, January 07, 2008 8:03 AM
> To: arslist@ARSLIST.ORG
> Subject: ARS 7.1 / Java 1.6 supported or not?
>
> All,
> I would like to hear your opinion on this;
>
> the Compatibility Matrix for Remedy 7.1, page 5  states:
> "AR System (Server and Mid-Tier) 7.1.00 requires Java 5.0 and supports
> that version or higher."
>
> See:
>
> http://www.bmc.com/support/bmcremedycomp/AR_System_7_1_00_Compatibility_Matr
> ix_v1_0_2.pdf
>
> My client was running the Email Engine on Java 6.0 (1.6.03), which is
> in my opinion "Java 5 or higher". They had issues when there were
> foreign characters in incoming email messages, this would create error
> messages like "java.io.UnsupportedEncodingException: iso-2022-jp" in
> the Email Error Log form and create email messages with empty contents
> in the Email Messages form.
>
> I resolved this by downgrading Java to 1.5.x and reinstalling the email
> engine.
>
> Now BMC Support states "ARS 7.1 was released before release of Java
> 1.6.So we have not tested ARS 7.1 with Java 1.6.So If you encounter a
> problems with Java 1.6 we suggest you to revert back to the supported
> version. (Java 1.5.x)."
>
> Does this make sense? I would have expected that if I experience this
> kind of behaviour on Java 1.6, and since 'Java 5 or higher' is
> supported, this would be a Software Defect. Do you have opinions on
> this?
>
> --
> Met vriendelijke groet / Kind regards
> Michiel Beijen
> __
> MANSOLUTIONS
> Energieweg 60-62
> 3771 NA Barneveld
> The Netherlands
> Tel. +31-(0)612968592
> Mail [EMAIL PROTECTED]
> Internet http://bsm.mansolutions.nl
>
>
> 
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Re: ARS 7.1 / Java 1.6 supported or not?

[Hugo Visser]

Michiel,

A quick test of "System.out.println("test".getBytes("iso-2022-jp"));" shows
that that particular encoding is supported on my Java 6 install. So unless
BMC is doing something funky it should work.
However, it may be that you need to install the "international" version of
the JRE, or select the extra character set encodings when installing the
JRE. I think it's something you can select during JRE install.

Hugo

On Jan 7, 2008 2:03 PM, Michiel Beijen <[EMAIL PROTECTED]>
wrote:

> All,
> I would like to hear your opinion on this;
>
> the Compatibility Matrix for Remedy 7.1, page 5  states:
> "AR System (Server and Mid-Tier) 7.1.00 requires Java 5.0 and supports
> that version or higher."
>
> See:
> http://www.bmc.com/support/bmcremedycomp/AR_System_7_1_00_Compatibility_Matrix_v1_0_2.pdf
>
> My client was running the Email Engine on Java 6.0 (1.6.03), which is
> in my opinion "Java 5 or higher". They had issues when there were
> foreign characters in incoming email messages, this would create error
> messages like "java.io.UnsupportedEncodingException: iso-2022-jp" in
> the Email Error Log form and create email messages with empty contents
> in the Email Messages form.
>
> I resolved this by downgrading Java to 1.5.x and reinstalling the email
> engine.
>
> Now BMC Support states "ARS 7.1 was released before release of Java
> 1.6.So we have not tested ARS 7.1 with Java 1.6.So If you encounter a
> problems with Java 1.6 we suggest you to revert back to the supported
> version. (Java 1.5.x)."
>
> Does this make sense? I would have expected that if I experience this
> kind of behaviour on Java 1.6, and since 'Java 5 or higher' is
> supported, this would be a Software Defect. Do you have opinions on
> this?
>
> --
> Met vriendelijke groet / Kind regards
> Michiel Beijen
> __
> MANSOLUTIONS
> Energieweg 60-62
> 3771 NA Barneveld
> The Netherlands
> Tel. +31-(0)612968592
> Mail [EMAIL PROTECTED]
> Internet http://bsm.mansolutions.nl
>
>
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Re: Can An Attachment Field Be Made Read Only? (UNCLASSIFIED)

[Hugo Visser]

This is a tricky one, the attachment isn't actually updated in the DB.
However, the WUT will create a temp file somewhere to show and open the
attachment. If you change the attachment the temp file is changed. Now when
you open the same temp file is opened again, it is not overwritten. It
appears that the attachment is changed. But when you save the attachment,
you'll see that the attachment is in fact not changed at all.

If you did want to update the attachment, you'd save it, modify it and
attach it to the field again.

Hugo

On Dec 13, 2007 8:25 PM, Heider, Stephen <[EMAIL PROTECTED]> wrote:

> **
>
> Hi Brian,
>
>
>
> I just tested that here (ARS 6.3) and the changes are not saved back to
> the attachment field.  The WUT did not even detect that a field was changed
> on the record.  I also tried changing another field to get the WUT to detect
> a field change, and then saved the record. The attachment file did not
> update.
>
>
>
> Any anyone else experienced this?
>
>
>
> Stephen
>
> Remedy Skilled Professional
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Sokol, Brian
> *Sent:* Thursday, December 13, 2007 2:14 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Can An Attachment Field Be Made Read Only? (UNCLASSIFIED)
>
>
>
> Hi Stephen,
>
>
>
> I just tried your approach and I am hoping I did something wrong because
> this would be a perfect solution. When I click on the button I run an AL
> with a Run Process action. It performs the following:
>
>
>
> PERFORM-ACTION-OPEN-ATTACHMENT FieldID
>
>
>
> This opens the file fine but if I modify the file and save it, the changes
> are written back to the attachment file.
>
>
>
> Brian
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Heider, Stephen
> *Sent:* Thursday, December 13, 2007 1:42 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Can An Attachment Field Be Made Read Only? (UNCLASSIFIED)
>
> **
>
> Brian,
>
>
>
> How about this approach:
>
>
>
> When the screen is opened or the entry retrieved – when the attachment
> field is not null - change the attachment field to Hidden, display the name
> (and optionally the size) of the attachment file in a read-only character
> field that is displayed as text.   Unhide a button next to this character
> field that, when clicked, opens the attachment.
>
>
>
> This allows the user to open, print, save a local copy, but does not allow
> them to make any changes to the attachment or remove the attachment from the
> record.
>
>
>
> In the above example, only the presence of an attachment will trigger your
> workflow to make it "read-only".  You probably would want to add a condition
> that will not make the attachment "read-only" if the user is part of a
> certain group, ie. 'App-Administrator'.   This will provide the ability for
> certain users to have access to remove or update an attachment.
>
>
>
> Stephen
>
> Remedy Skilled Professional
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Sokol, Brian
> *Sent:* Thursday, December 13, 2007 1:30 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Can An Attachment Field Be Made Read Only? (UNCLASSIFIED)
>
>
>
> I don't want the submitter to be able to change it once he or she attaches
> it to the form. I had thought of using a separate form but I am not sure
> that would prevent the submitter from changing it as well.
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Thursday, December 13, 2007 1:09 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Can An Attachment Field Be Made Read Only? (UNCLASSIFIED)
>
> **
>
> Well, even assuming that you didn't want to build a separate form for
> attachments, couldn't you use the permissions on the field to control the
> R/W access to it (i.e. allow Submitter only)?  Or perhaps only allow write
> access to the field from a Submit window.
>
>
>
> Rick
>
>
> On 12/13/07, *FRANK, GORDON CTR DISA JSSC* <[EMAIL PROTECTED]>
> wrote:
>
> Classification:  UNCLASSIFIED
> Caveats: NONE
>
> You can't use a Change Display action, but you might be able to use an
> error Filter with the syntax:
>
> TR. != DB.
>
> I haven't tried it but I'll bet you can. Let me know.
>
> Gordon M. Frank
> DISA\Version FNS
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian
> Sent: Thursday, December 13, 2007 12:42 PM
> To: arslist@ARSLIST.ORG
> Subject: Can An Attachment Field Be Made Read Only?
>
> **
>
> I have an attachment field on a form. Once a file is attached I want to
> prevent anyone from changing or deleting the attachment. I would like
> them to be able to view the attached file. 

Re: Restricting User for accessing certain forms on Midtier

[Hugo Visser]

Using the access control (form permissions) that the AR System provides
would be your best option IMHO.

Hugo

On Dec 18, 2007 9:33 AM, vikas kapoor <[EMAIL PROTECTED]> wrote:

> ** Hi Misi,
>
> Thanx for the reply. But this change would restrict all the users for
> accessing the forms.
> How could i restrict it for some specific user?
>
> Thanks in Advance !!
> -Vikas Kapoor
>
> - Original Message 
> From: Misi Mladoniczky <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Tuesday, December 18, 2007 12:58:04 PM
> Subject: Re: Restricting User for accessing certain forms on Midtier
>
> Hi,
>
> You could create an ACTL that gives an Error-message when opening forms
> that are not allowed.
>
> Form Name: All forms that are prohibited
> Execute On: Window Open
> Run If: ($CLIENT-TYPE$ = 9) # mid-tier
> Action: Message Error
> Permissions: Public
>
> Best Regards - Misi, RRR AB, http://www.rrr.se
>
> Products from RRR Scandinavia:
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> * RRR|Translator - Manage and automate your language translations.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
> > Hi,
> >
> > We have an external Web Interface where we have a web view of several
> > Forms on the Midtier(Tomcat 5.0).
> > user can open certain forms on this.
> >
> > For e.g he can open form on  midtier as
> >
> http://localhost:8080/arsys/forms/tmsupki/Customer+Start/Default+Administrator+View
> >
> > But if he replaces Customer+Start with Customer or any other form name
> as
> > ,
> >
> http://localhost:8080/arsys/forms/tmsupki/Customer/Default+Administrator+View
> >
> > He is able to access this page too and see all the customer and this we
> > doesn't want.
> >  How we can restrict the user for accessing Customer form ?
> >  Please give any suggestion/Solution. An early reply would be
> appreciated
> > !!
> >
> > Thanks & Regards,
> > -Vikas Kapoor
> >
> >
> >
> 
> > Be a better friend, newshound, and
> > know-it-all with Yahoo! Mobile.  Try it now.
> > http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ
> >
> >
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Re: Unicode...

[Hugo Visser]

Axton,

I'm not sure what you are saying, but when you install the AR System with
unicode checked in the installer on MSSQL, the created columns are already
of the nchar kind. So database wise it seems OK. I think the same is true
for an Oracle install. That's why I don't understand the bytes vs characters
argument. DB is OK, just check the field against the number of characters
and stuff it in the DB. Maybe the problem is the check itself if the AR
System is not using unicode internally (which is likely).

@Fred the original problem can be related, if the menu check is also using
bytes (convert 60 chars to unicode bytes, limit to field length and convert
back), it might "miss" some characters fireing the error.

Anyway, the key thing is that unicode deals with characters, not bytes. We
(users, developers) should not have to care about how a character is encoded
internally or in the DB. I've never understood the choice for SUBSTR vs
SUBSTRC. SUBSTRC will work in both unicode and non-unicode installs, while
SUBSTR could break your workflow in unicode environments, but will still
work on non unicode installs. To me that's a clear indication that
unicodewise BMC doesn't seem to get it.

Hugo

PS I realize that I might be ranting, but I just want to get a better AR
System :)

On Dec 13, 2007 3:55 PM, Axton <[EMAIL PROTECTED]> wrote:

> *** SQL Server
> nchar   Fixed-length Unicode data with a maximum length of 4,000
> characters
> nvarcharVariable-length Unicode data with a maximum length of
> 4,000 characters
> ntext   Variable-length Unicode data with a maximum length of 2^30 - 1
> characters
>
> Seems the best approach would be that if arserver is configured for
> unicode support, it should use unicode data types within the db.
> Makes transitioning from non-unicode to unicode a bit more difficult,
> but not impossible.
>
> Axton Grams
>
>
> On Dec 13, 2007 4:05 AM, Hugo Visser <[EMAIL PROTECTED]> wrote:
> > ** I'm sorry, but I'm finding this almost offensive. Unicode was
> invented to
> > map a character to a byte representation. So when your product "supports
> > unicode" it most of the time means that you can enter any kind of
> character
> > in a field or whatever and that the system will do the right thing to
> store
> > it. Whether a character is stored in one, two or four bytes is just an
> > implementation detail and the spec for that is unicode.
> >
> > BMC is really turning this around with it's "unicode" implementation.
> Now a
> > developer or end user must be aware that a bunch of characters end up
> being
> > x bytes in the DB or application. Something that the developer or user
> can
> > NEVER anticipate. The AR System, from a development platform
> perspective,
> > should hide this implementation detail, the same way as the DB is
> "hidden"
> > from the application developer.
> > That would be true unicode support, and this is how many other unicode
> apps
> > do it.
> >
> > Just saying "hey you didn't read the docs" is the easy way out. BTW I
> did
> > read the docs and therefore we decided that AR System on unicode is a
> no-go
> > for now.
> >
> > So as far as unicode support in AR System is concerned, it's a technical
> > hack that lets you store stuff in a unicode DB, but there's no real
> > application support for it. It is nice for marketing to let the world
> know
> > you "support unicode" though.
> >
> > I hope someone at BMC will see the light and bring true unicode support
> to
> > AR System in the next release.
> >
> > Hugo
> >
> >
> > On Dec 13, 2007 12:40 AM, Easter, David < [EMAIL PROTECTED]> wrote:
> > >
> > >
> > >
> > >
> > > > I'm reading the answer from David as the application developers does
> > > > not know the difference between a byte and a character
> > >
> > > Yes, I do find this to be true - it's a combination of three things:
> > >
> > > 1. In older (6.3 and before) versions of AR System documentation, it
> was
> > stated that the field length is in characters.  This didn't cause a
> problem
> > when a character set has a one-to-one mapping of bytes to characters,
> but it
> > isn't true for multi-byte languages.  So when we added Unicode support
> in
> > 7.0, the documentation was updated to be more technically accurate that
> the
> > field length is really in bytes, not characters.
> > >
> > > 2. Others just haven't read the documentation at all and make

Re: OT: Rant - SLA - Change / Task

[Hugo Visser]

Ofcourse that does make sense! ExpertDesk has OLA's for tasks (any tasks,
being Change, Incident, Problem or Operations) since at least version 4
(we're heading for release 6.7). In our implementations, we turn things
around: if you don't need any OLA's (but most customers do), we define a
"generic" one. So I don't think it's a wierd requirement to have OLA's for
tasks, in fact it makes perfect sense to me.

Hugo

On Dec 13, 2007 3:09 PM, T. Dee <[EMAIL PROTECTED]> wrote:

> ** What is so frustrating for me is that this feature is not "supported"
> by Remedy.
>
> I don't understand who someone can have Change and not use SLAs for
> "Tasks".
>
> Each Task(s) of Change have different timelines that they have to be done
> within and I can't believe that most people don't track this to improve
> their level of service.
>
>
>
>
> On 12/12/07, Rabi Tripathi <[EMAIL PROTECTED]> wrote:
>
> > Funny that you guys are talking about SLAs on tasks.
> > We will be building just that fairly soon (in ITSM 7).
> >
> > I am not sure if it's a good idea or a workable idea.
> > It was not my idea. But it's going to be built.
> >
> > I've seen companies not want to use tasks at all,
> > especially tasks that are assigned to an area outside
> > of the Change's assignee's. The reason: change is at
> > the mercy of tasks being completed on time. With
> > change and its task(s) touching on multiple ...
> > jurisdictions ...change's sla is not going to be
> > meaningful or fair, in that it doesn't purely measure
> > change assignee's performance.
> >
> > That is unless tasks themselves have SLAs (OLA is the
> > more appropriate term, but the difference is trivial
> > in SLM application). That's what has been requested
> > this time and we will build it. But, I am not sure how
> > it's going to work in practice.
> >
> > As I see it, slas have two purposes. One is
> > operational...try to get things done on time, by
> > setting clear goals & expectations, alerting parties
> > etc before and after etc.
> >
> > Second one is longer term...trend analysis, which can
> > provide feedback on organization's and process's
> > performance and aid with streamlining, refining for
> > better performance in future.
> >
> > First one...I can see happening by simply having slas
> > defined on tasks.
> >
> > However, defining tasks' slas (or OLAs) will be
> > trickier than for change. Tasks' schedule is at the
> > mercy of change's. Timing-wise, I can not yet see what
> > kind of slas will make sense on tasks. Change and its
> > tasks are intertwined at more than one points...in
> > terms of timing of planning, implementation etc.
> >
> > Second one...performance analysis thru historic
> > reporting...it can be done on tasks...but if the goal
> > of having slas on tasks is to measure change's
> > performance more accurately by accounting for task's
> > performance...
> > ...I am not sure how tasks' contribution (or lack of
> > it) to change's sla performance can be
> > added/subtracted so that change's (or change
> > assignee's) performance is isolated and measured...in
> > cases there were tasks done by parties other than
> > change's assignee. If there were tasks assigned both
> > within and outside change's assigned area, it gets
> > complicated. You can get overall performance of IT
> > organization, but not groups.
> >
> > Well, it's going to be built, so I will update you
> > guys later about the mechanics of building it.
> > Conceptually, architecturally it's fairly simple.
> >
> > I am talking somewhat abstractly here. I have to warn
> > you that in the past when I have done that it has
> > sometimes turned out that I was talking non-sense...or
> > that I was doing pointless analysis.:) On this front
> > as well, I can update you guys...as to how well the
> > goals (which I am not completely clear on yet) are
> > met.
> >
> >
> > --- "Lammey, Peter A." < [EMAIL PROTECTED]>
> > wrote:
> >
> > > It starting to sound like an OLA may make more sense
> > > to apply with the
> > > Tasks.
> > > Since tasks are needed for the success of a Change
> > > Request that is
> > > managed by another group internal to IT then OLAs
> > > should be measured
> > > against the tasks.  Not necessarily customer facing
> > > SLAs.
> > >
> > >
> > >
> > > Thanks
> > > Peter Lammey
> > > ESPN MIT Technical Services & Applications
> > > Management
> > > 860-766-4761
> > >
> > >
> > >
> > > 
> > >
> > > From: Action Request System discussion list(ARSList)
> > __20060125___This posting was submitted with HTML in
> > it___
>
>

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Re: Unicode...

[Hugo Visser]

I'm sorry, but I'm finding this almost offensive. Unicode was invented to
map a character to a byte representation. So when your product "supports
unicode" it most of the time means that you can enter any kind of character
in a field or whatever and that the system will do the right thing to store
it. Whether a character is stored in one, two or four bytes is just an
implementation detail and the spec for that is unicode.

BMC is really turning this around with it's "unicode" implementation. Now a
developer or end user must be aware that a bunch of characters end up being
x bytes in the DB or application. Something that the developer or user can
NEVER anticipate. The AR System, from a development platform perspective,
should hide this implementation detail, the same way as the DB is "hidden"
from the application developer.
That would be true unicode support, and this is how many other unicode apps
do it.

Just saying "hey you didn't read the docs" is the easy way out. BTW I did
read the docs and therefore we decided that AR System on unicode is a no-go
for now.

So as far as unicode support in AR System is concerned, it's a technical
hack that lets you store stuff in a unicode DB, but there's no real
application support for it. It is nice for marketing to let the world know
you "support unicode" though.

I hope someone at BMC will see the light and bring true unicode support to
AR System in the next release.

Hugo

On Dec 13, 2007 12:40 AM, Easter, David <[EMAIL PROTECTED]> wrote:

> > I'm reading the answer from David as the application developers does
> > not know the difference between a byte and a character
>
> Yes, I do find this to be true - it's a combination of three things:
>
> 1. In older (6.3 and before) versions of AR System documentation, it was
> stated that the field length is in characters.  This didn't cause a problem
> when a character set has a one-to-one mapping of bytes to characters, but it
> isn't true for multi-byte languages.  So when we added Unicode support in
> 7.0, the documentation was updated to be more technically accurate that
> the field length is really in bytes, not characters.
>
> 2. Others just haven't read the documentation at all and make an
> assumption that "length" is in characters, when it's really in bytes.
>
> 3. Some folks don't know that characters can be more than one byte in
> length.  So when they want a field to hold 10 characters, they select "10"
> as the field length.  Then, when Unicode is used, multi-byte characters
> exceed the field length of 10 bytes.
>
> Put these together, and you run into this problem.
>
> Note that by "application developers" I mean those that create
> applications on top of AR System.  The AR System engineers themselves have
> always known that field lengths are in bytes.  It's only recently with the
> introduction of Unicode support (i.e. 7.0.00 and forward) where there has
> been confusion in the customer base about this topic.
>
> Thanks,
>
> -David J. Easter
> Sr. Product Manager, Service Management Business Unit
> BMC Software, Inc.
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] On Behalf Of Jarl Grøneng
> Sent: Wednesday, December 12, 2007 11:56 AM
> To: arslist@ARSLIST.ORG
> Subject: Unicode...
>
> Intresting answers from BMC:
> http://developer.bmc.com/jiveProd/thread.jspa?threadID=8144&tstart=0
>
> I'm reading the answer from David as the application developers does
> not know the difference between a byte and a character
>
> --
> Jarl
>
>
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Re: java plug-in in ARS (vefrsion 6.3)

[Hugo Visser]

Hi,

I don't really get why you'd want to write a plugin if you are still
inexperienced with ARS (how do you even know you need one), but hey, it's
your party...
For 6.3 however, there's no Java API to create AR System plugins. You can
only write plugins using the C API. You could build a thin JNI layer, but
that would also require a fair amount of work and knowledge of the AR
System. Alternatively you could use the Java scripting filter plugin to
invoke some Java code from a filter set fields.

For non-plugin projects you can use the Java API that is supplied with the
AR System 6.3 or use the 7.1 version, which is backwards compatible and has
a nicer design.

The docs you are looking for are the C API guide, configuring guide, and the
javadoc supplied with the AR System. The javadoc can be found in the API
directory of the AR System install. The other guides you can get from
supportweb.

Hugo

On Dec 11, 2007 8:19 AM, rg25 <[EMAIL PROTECTED]> wrote:

> Hi all,
>
> I beginner in ARS but not in java.
>
> I want to write java plug-in, but not know as.
>
> Can some one help me and give an url(s) to the documentation where step by
> step described how create, configure and call java plug-in in ARS
> (vefrsion
> 6.3)?
>
> Thanks in advance.
> --
> View this message in context:
> http://www.nabble.com/java-plug-in-in-ARS-%28vefrsion-6.3%29-tp14268902p14268902.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
>
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Re: Help running batch file from AL

[Hugo Visser]

You should change your batch file to include a "change directory" statement.
One of my favorite windows batchfile tricks is using "cd /d %~dp0" which
will change to the directory where the batch file is located and also change
the drive. This only works when using "cmd.exe" so the client should be
something like windows 2000 or newer.

Hope this helps,

Hugo

On Dec 6, 2007 2:55 PM, Mayfield, Andy L. <[EMAIL PROTECTED]> wrote:

> I am trying to run a batch file via the Run Process action on an active
> link. The active link is firing and it's attempting to run the batch
> file, but not successfully.
>
> A copy of Robocopy.exe has to be in the same directory as my batch file.
> I was wondering if executing via an active link renders it unable to
> read the Robocopy.exe file for some reason.
>
> It works fine if you simply execute it manually from the folder, but
> when executed via the active link it behaves as if Robocopy.exe was not
> in the folder.
>
> Sorry is this is a duplicate post. I tried to post from the web last
> night, but did not see it on the list.
>
>
> Andy L. Mayfield
> Sr. System Operation Specialist
> Alabama Power Company
> Office: 205-226-1805
> Cell: 205-288-9140
> SoLinc: 10*19140
>
>
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Re: Synch Search Database, UNIX

[Hugo Visser]

No, the admin tool does the actual "syncing". Since the admin tool is a
client side and windows only, you cannot synchronize the search database
from a unix command line.

Hugo

On Nov 29, 2007 5:37 PM, Drew Shuller <[EMAIL PROTECTED]> wrote:

> Can the Synch Search Database be run from a Unix command line?
>
> Drew
>
>
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Re: Version of Tomcat with Mid-Tier 7.1

[Hugo Visser]

Tomcat does not require the SDK, the JRE is sufficient
(http://apache.dsmirror.nl/tomcat/tomcat-5/v5.5.25/RELEASE-NOTES). The
BMC installer however does require a SDK present. Maybe that's a
left-over from when they bundled ServletExec. You could also call it a
bug in the installer if you like.

Hugo

On Nov 21, 2007 3:19 PM, Mohan Panchangmath <[EMAIL PROTECTED]> wrote:
> Hi,
>
> We tried with JRE 5 aka 1.5 initially but the 7.1
> installer did not detect JRE and gave some SDK related
> error. On installing SDK 1.5 , the midtier
> installation along with bundled in tomcat ran fine.
>
> Has anybody  seen the same issue?
>
> Thanks,
> Mohan
>
>
> --- Misi Mladoniczky <[EMAIL PROTECTED]> wrote:
>
> > Hi,
> >
> > The Compatibility Matrix for AR System 7.1 says that
> > Java SDK 1_5_0_12 or
> > higher is needed. Does it work with JRE only?
> >
> >  Best Regards - Misi, RRR AB,
> > http://www.rrr.se
> >
> > > Thanks for the info and the heads up regarding
> > x64.
> > >
> > >
> > >
> > > Jason
> > >
> > >
> > >
> > > From: Action Request System discussion
> > list(ARSList)
> > > [mailto:[EMAIL PROTECTED] On Behalf Of strauss
> > > Sent: Tuesday, November 20, 2007 12:28 PM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Re: Version of Tomcat with Mid-Tier 7.1
> > >
> > >
> > >
> > > **
> > >
> > > It is still bundling Tomcat 5.5.17, but you should
> > use JRE 1.5.0_12 for
> > > all
> > > things 7.1.  Beware the 7.1 mid-tier installer on
> > Windows x64 - it is too
> > > stupid to know that the Apache Tomcat install
> > should go in the Program
> > > Files
> > > (x86) directory on a fresh install, but it runs
> > anyway.  This was not a
> > > problem on 7.0.01.x
> > >
> > > Christopher Strauss, Ph.D.
> > > Call Tracking Administration Manager
> > > University of North Texas Computing & IT Center
> > > http://itsm.unt.edu/
> > >
> > >
> > >
> > >
> > >
> > >   _
> > >
> > > From: Action Request System discussion
> > list(ARSList)
> > > [mailto:[EMAIL PROTECTED] On Behalf Of Jason
> > Miller
> > > Sent: Tuesday, November 20, 2007 2:19 PM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Version of Tomcat with Mid-Tier 7.1
> > >
> > > **
> > >
> > > **
> > >
> > > Can anybody out there tell me the version of
> > Tomcat (web server and JSP
> > > engine if they are different) that is bundled with
> > MT 7.1?
> > >
> > >
> > >
> > > Thanks,
> > >
> > > Jason
> > >
> > > __20060125___This posting was
> > submitted with HTML in
> > > it___
> > >
> > > __20060125___This posting was
> > submitted with HTML in
> > > it___
> > >
> > >
> > >
> >
> ___
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> > www.arslist.org
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> > "Where the Answers Are"
> > >
> >
> >
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> > the Answers Are"
> >
>
>
>
>   
> 
> Never miss a thing.  Make Yahoo your home page.
> http://www.yahoo.com/r/hs
>
>
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Re: Late session summary report from BMC User World 2007

[Hugo Visser]

Any screenshots or presentations on the upcoming dev studio?

Hugo

On Nov 14, 2007 8:27 AM, Geoffrey Endresen <[EMAIL PROTECTED]> wrote:
> Exactly. The new Eclipse developer studio looks awesome.
>
> On Nov 8, 2007 2:52 PM, Susan Palmer <[EMAIL PROTECTED]> wrote:
> > **
>
> > Great summary Geoffrey!
> >
> > Regarding #5, one of the most important things that Doug Mueller stressed
> > was that the ARS platform is not going away.  BMC is relying on the platform
> > and if it goes away, BMC goes away.  BMC has totally bought into that
> > platform, not just the Remedy folks.  And just as important they intend to
> > keep the platform OPEN.  No locking down.  So we can continue to be happy
> > ARS Developers for the next 20 years (ok ... no time projected ... lol).
> >
> > Susan
> >
> >
> >
> > On Nov 8, 2007 3:02 PM, Geoffrey Endresen <[EMAIL PROTECTED]> wrote:
> >
> > >
> > >
> > >
> > > Overall I would give the BMC User World (9 out of 10).
> > > As good as the Past RUGs that I remember. But it's been a while for me.
> > >
> > > Best Moment: Being there when Rick Cook got his ARSList MVP Award.
> > >
> > > Beyond AR System 7.1 to Developer Studio
> > > •   The next version of AR System 7.5 (mid 2008) will have Eclipse to
> > > replace the Admin Tool.
> > > •   Navigator, Object Lists, Form Editors and Workflow Editors will
> > all
> > > change and include Undo/ Redo
> > > •   Future versions of the UI will include features like table fields
> > > that re-size to the window size
> > >
> > > Session Notes:
> > > 1)  New 7.1 Features (David Easter of BMC)
> > > -   Licensing simplied and License Usage reports calculated every 45
> > minutes
> > > -   Mid-Tier has prefetched forms and has persistent cache stored on
> > > disk for use after restart.
> > > -   Escalations multi-threaded, enables pools of escalations that can
> > > run in parallel
> > > -   Ability to turn off status history, no entries in H tables.
> > > -   Sneak peek of AR System 7.5 will have Eclipse based Admin Tool,
> > > Accessing multiple web views are much easier through a tabbed
> > > interface.
> > >
> > > 2)  Using 7.1 Features (Bob Poulos of BMC)
> > > -   Filter Error Handling is now available to handle some errors
> > during filters.
> > > -   Service Entry API allows to call workflow without creating an
> > entry in a form
> > > -   ARServiceEntry() API, takes input, performs logic, gives output
> > > -   7.1 executeable is smaller than 7.0 because system forms are
> > stored
> > > on disk instead of in the exe
> > > -   With NextID blocks and disabling Status History a create new entry
> > > can be changed from 9 SQL statements to 3 statements.
> > > -   Mentioned  7.x servers have some kind of reconnect to database
> > > setting, may be useful during Oracle FSF event
> > >
> > > 3)  Load Balancing (Kelly Deavers of BMC)
> > > -   Good presentation, still have questions with netscaler load
> > balancers
> > > -   Did not include good example of how to setup http and https with
> > ip
> > > stickiness without using apache http rewrite to https
> > >
> > > 4)  Supportability of AR System Servers (Bob Wieman of BMC)
> > > -   Large Query Logging helps find users making big slow queries: see
> > KB 12235
> > > -   7.x has automatic exception logging when threads die:
> > > -   Startup logging available to see problems for new servers during
> > > arstartup: see KB 10033931
> > > -   Copy cache logging when server re-caches workflow: see KB 26132
> > > -   7.0 New ARWKLGA – AR Log Work Analysis Tool to see timing of large
> > > SQL entries.
> > >
> > > 5)  AR System is the Cornerstone of BMC Software (Doug Mueller of BMC)
> > > -   This session was mainly to assure customers that the Application
> > > Development Platform is getting much more investment
> > > -   BMC applications (as Atrium CMDB) strive to provide Business
> > Service
> > > Management for ITIL processes, but it all relies on AR System
> > > -   New Version of the platform include new lego type modules
> > including
> > > the approval engine and assignment engine. We can expect additional
> > > future modules like a tasklist queue
> > > -   The future is bright for AR System as the tool to build process
> > > workflows, but don't re-invent the wheel
> > > -   Recommends buying applications to support common standard
> > processes
> > > and only implement custom applications when implementing requirement
> > > outside of standard ITIL processes
> > >
> > > 6)  ITIL v3 (George Spalding of Pink Elephant)
> > > -   V3 is made to catch up with industry tools and processes for
> > > Business Service Management
> > > -ITIL certification is needed to add some professionalism
> > > to IT 
> > > -   5 areas of ITIL v3 for implementing Business Services (Goal is
> > > creating a service that provides value)
> > > o   Service Strategy 

Re: PERFORM-ACTION-TABLE-CLEAR seems not to work

[Hugo Visser]

I think your best option is to build this in active links or if you
need to do it in filters to rethink your design. You can't mix and
match the active links and filter processing like you describe. If you
only need to "touch" the records based on a qualification, you could
use a push fields from within the guide to do that.

Hugo

On Nov 9, 2007 9:00 AM, Remedy Maniac <[EMAIL PROTECTED]> wrote:
> ok fine I get this.
> So I tried to build an AL which will clear the table while my Filter
> Guide is runing.
> But I am not able to find a way to slide the AL into the guide. Seems
> that the execute on conditions do not help.
> Any idea on this matter?
> Serouche
>
>
> Hugo Visser wrote:
> > If you are running this from within filter guides, I think you can't
> > make the server refresh a table you are processing. It's refreshed
> > once when you first access it, and the server appears to cache the
> > result in the transaction you are running. So even if you change the
> > qualification in workflow, you'd still get the "old" resultset from
> > the first load in that transaction.
> >
> > The PERFORM-ACTION-TABLE-CLEAR run process only works on the client
> > when using active links.
> >
> > Hugo
> >
> > On Nov 8, 2007 5:32 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> >
> >> **
> >>
> >> Is the Active Link firing? Have you got the right permissions on the Active
> >> Link for the user that is attempting this? Take an Active Link log and lets
> >> have a look to see what is really happening..
> >>
> >> Cheers
> >>
> >> Joe D'Souza
> >>
> >>
> >> -Original Message-
> >> From: Action Request System discussion list(ARSList)
> >> [mailto:[EMAIL PROTECTED] Behalf Of Remedy Maniac
> >>
> >> Sent: Thursday, November 08, 2007 11:17 AM
> >> To: arslist@ARSLIST.ORG
> >> Subject: Re: PERFORM-ACTION-TABLE-CLEAR seems not to work
> >>
> >>
> >> thanks Joe for the tips but that doesn"t help :-(
> >>
> >>
> >> Joe D'Souza wrote:
> >>
> >>> **
> >>> Running from a Filter will clear the table on the Server side for
> >>> server side table field workflow processing.. You got to run it from
> >>> an Active Link for it to work. You wont see the results (clear table)
> >>> on the client side.
> >>>
> >>> Cheers
> >>>
> >>> /*Joe D'Souza*/
> >>>
> >>> -Original Message-
> >>> From: Action Request System discussion list(ARSList)
> >>> [mailto:[EMAIL PROTECTED] Behalf Of Remedy Maniac
> >>> Sent: Thursday, November 08, 2007 10:38 AM
> >>> To: arslist@ARSLIST.ORG
> >>> Subject: Re: PERFORM-ACTION-TABLE-CLEAR seems not to work
> >>>
> >>>
> >>> nop.
> >>> It doesn't work.
> >>> I am trying to run this through Filter guides with a loop on the table.
> >>> maybe I am putting the run process at the wrong place.
> >>>
> >>>
> >>> Pargeter, Christie wrote:
> >>>
> >>>> It should be PERFORM-ACTION-TABLE-CLEAR 536870923 (the field id with
> >>>>
> >>> no $$ or '' around it)
> >>>
> >>>> -Original Message-
> >>>> From: Action Request System discussion list(ARSList)
> >>>>
> >>> [mailto:[EMAIL PROTECTED] On Behalf Of Remedy Maniac
> >>>
> >>>> Sent: Thursday, November 08, 2007 7:10 AM
> >>>> To: arslist@ARSLIST.ORG
> >>>> Subject: PERFORM-ACTION-TABLE-CLEAR seems not to work
> >>>>
> >>>> dear listers,
> >>>>
> >>>> basically I have a form X with Field1 and Field2 and 1 Table field
> >>>>
> >>> from form Y with column1 and column2 => in Table property I have set
> >>> as Qualification Field1 = column1 and Field1 is read dynamically based
> >>> on the workflow.
> >>>
> >>>> I read the value of Field1 and when it is = to column1, I add the
> >>>>
> >>> value of column2 to Field2.
> >>>
> >>>> So far so good.
> >>>>
> >>>> In my form Y I have for column1 A and B
> >>>> Column2 has C for A and D and E for B
> >>>> Depending in which order I read Field1 (A first or B first) I always
&

Re: PERFORM-ACTION-TABLE-CLEAR seems not to work

[Hugo Visser]

If you are running this from within filter guides, I think you can't
make the server refresh a table you are processing. It's refreshed
once when you first access it, and the server appears to cache the
result in the transaction you are running. So even if you change the
qualification in workflow, you'd still get the "old" resultset from
the first load in that transaction.

The PERFORM-ACTION-TABLE-CLEAR run process only works on the client
when using active links.

Hugo

On Nov 8, 2007 5:32 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> Is the Active Link firing? Have you got the right permissions on the Active
> Link for the user that is attempting this? Take an Active Link log and lets
> have a look to see what is really happening..
>
> Cheers
>
> Joe D'Souza
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Remedy Maniac
>
> Sent: Thursday, November 08, 2007 11:17 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: PERFORM-ACTION-TABLE-CLEAR seems not to work
>
>
> thanks Joe for the tips but that doesn"t help :-(
>
>
> Joe D'Souza wrote:
> > **
> > Running from a Filter will clear the table on the Server side for
> > server side table field workflow processing.. You got to run it from
> > an Active Link for it to work. You wont see the results (clear table)
> > on the client side.
> >
> > Cheers
> >
> > /*Joe D'Souza*/
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] Behalf Of Remedy Maniac
> > Sent: Thursday, November 08, 2007 10:38 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: PERFORM-ACTION-TABLE-CLEAR seems not to work
> >
> >
> > nop.
> > It doesn't work.
> > I am trying to run this through Filter guides with a loop on the table.
> > maybe I am putting the run process at the wrong place.
> >
> >
> > Pargeter, Christie wrote:
> > > It should be PERFORM-ACTION-TABLE-CLEAR 536870923 (the field id with
> > no $$ or '' around it)
> > >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Remedy Maniac
> > > Sent: Thursday, November 08, 2007 7:10 AM
> > > To: arslist@ARSLIST.ORG
> > > Subject: PERFORM-ACTION-TABLE-CLEAR seems not to work
> > >
> > > dear listers,
> > >
> > > basically I have a form X with Field1 and Field2 and 1 Table field
> > from form Y with column1 and column2 => in Table property I have set
> > as Qualification Field1 = column1 and Field1 is read dynamically based
> > on the workflow.
> > > I read the value of Field1 and when it is = to column1, I add the
> > value of column2 to Field2.
> > > So far so good.
> > >
> > > In my form Y I have for column1 A and B
> > > Column2 has C for A and D and E for B
> > > Depending in which order I read Field1 (A first or B first) I always
> > get two times values from colum2 => i.e. if I read A first I get
> > Field2 = D,E,D,E If I read B first then I get for Field2 = C,C
> > >
> > > So I assumed I should run "PERFORM-ACTION-TABLE-CLEAR "
> > > after reading first value so the table field qualification gets
> > refreshed and takes next value. But it simply doesn't work.
> > > I tried $Table Field$, "$Table Field$", '$Table Field$' and also
> > Table Field without the $$ None has helped.
> > >
> > > Any idea/ help ?
> > >
> > > Thank you.
> > >
> > > Remedy Maniac.
> > >
> > > PS: I am runing ARS 6.01 on Sybase 12.5.3
>
>  __20060125___This posting was submitted with HTML in
> it___

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Re: Updating tickets via email engine w/o clear text password

[Hugo Visser]

While that could work, it doesn't seem to be very more secure, as I
can still capture the hashed password and use that to login or send
email requests. In the past one could login with the hashed password
from the usertool, I'm not sure if that still works...lets hope not :)

Hugo

On Nov 8, 2007 5:26 PM, patrick zandi <[EMAIL PROTECTED]> wrote:
> **
> Geoff,
> he have not seen you in a while...
> What I did was a little sneeky, but it works..
> Create an account that only hase access to the form it is submitting too.
> ensure that it can submit..
> after the account is made-- let say it is toast --- and the password is
> burnt
> put burnt into the userform save it.. go to the database get the Encrypted
> hash and put that in the email as the password.
> or you could use the ar.conf to do the same thing..
>
> Seems to work for me..
>
>
>
>
> On 11/7/07, Geoffrey Endresen <[EMAIL PROTECTED]> wrote:
> > Sorry, I just haven't spent enough time with this one. I'm trying to
> > send an email to the AR System server to update a ticket.
> > Sure, I can just create a filter on the AR System Email Message form
> > that pushes the data to another form, but I assume that breaks
> > licensing.
> >
> > What am I missing? People cannot really be sending emails to the AR
> > System Server with clear text password?
> >
> > --
> > -Geoff Endresen
> > Amazon.com
> >
> >
> ___
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> >
>
>
>
> --
> Patrick Zandi __20060125___This posting was submitted
> with HTML in it___

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Re: Any ARS 7.5 Features

[Hugo Visser]

I think we all did Patrick ... :) Let's hope they'll get it right.

On Nov 8, 2007 5:21 PM, patrick zandi <[EMAIL PROTECTED]> wrote:
> **
> My undo, it is finially in.. I asked for that years ago.
> awesome...
>
>
>
>
> On 11/7/07, Rod Harris <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> >
> > Hi Brian,
> >
> >
> >
> > Without going into too much detail from memory the emphasis will be in two
> main areas.
> >
> >
> >
> > Improved developer productivity – mostly around the new Eclipse based IDE
> with improved support for version control, debugging, an undo, some kind of
> related workflow feature and so on.
> > Enhancements to the user interface look and feel. All the features of
> standard web apps including collapsing panes (whatever they're called), more
> control over tables with the ability to combine text and graphics and much
> more.
> >
> >
> >
> > According to Doug the AR system is now an integral part of BMC's BSM
> strategy and there is now an understanding within BMC that greater
> investment in the AR system is needed to ensure that BMC's applications keep
> or extend the lead they have in the BSM market. This all makes sense to me
> so I hope they carry through as promised.
> >
> >
> >
> > Rod Harris
> >
> > Service Management Applications
> >
> >
> >
> >
> >
> >
> >
> > 
>
> >
> > From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian
> > Sent: Thursday, 8 November 2007 2:08 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Any ARS 7.5 Features
> >
> >
> >
> >
> > Anyone have any info on ARS futures who was at BUG?
> >
> > Brian Sokol
> > Manager, Desktop Services
> > Scholastic Inc.
> > 557 Broadway
> > NY, NY 10012
> > (212) 343-6494
> > http://www.Scholastic.com __20060125___This posting
> was submitted with HTML in it___ __20060125___This
> posting was submitted with HTML in it___
>
>
>
> --
> Patrick Zandi __20060125___This posting was submitted
> with HTML in it___

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Re: Opening a PDF from the MidTier

[Hugo Visser]

Right, except that he didn't state "any other browser", but IE :) I'll test
some stuff here, to see if I can reproduce it. What I meant to say was that
the mime-type is an important way for compliant browser to know what to do
with a file. I suspect that something strange is going on. Either the
mime-type is correct but the client (Firefox) is configured wrong, or the
mime-type is incorrect confuses the client.

However, when I put a pdf in my shared folder on a 7.0.1 Mid-Tier, running
on Tomcat 5.20 it just works. Brian, what's your config?

Hugo

On 11/5/07, Rahul AR User <[EMAIL PROTECTED]> wrote:
>
> ** This is very strange situation...
>
> Hugo i appreciate your workaround but I believe this will not work
> becuase as confirmed by Brain, the pdf from any other browser opens directly
> without giving any error except for those from the local AR Server Mid-Tier
> virtual path.
>
> Brain can you please try opening any other extension file, like DOC,
> XLS, etc. Maybe this might lead us somewhere.
>
> Awaiting some positive results for further investigation
>
>
>
> On 11/3/07, Hugo Visser <[EMAIL PROTECTED]> wrote:
> >
> > ** Again, you should verify that the mime-type that is sent is the
> > correct one. One option would be to install the firebug extension to see
> > what is being sent to the browser. If the mime-type is incorrect (for
> > example text/plain), Firefox will just open it as text, like most other
> > browsers. "IE works" because it sees ".pdf" and knows how top open pdf on
> > your PC, no matter what mime-type your web browser is sending.
> >
> > It could be that the mime-type config must be done at some other place,
> > like your web server.
> >
> > Hugo
> >
> > On 11/2/07, Sokol, Brian < [EMAIL PROTECTED] > wrote:
> > >
> > >  Not true. If I open the file directly from Firefox (File, Open File)
> > > it works fine. If I open a pdf in firefox from another web site it works
> > > ok.
> > >
> > >  --
> > > *From:* Action Request System discussion list(ARSList) 
> > > [mailto:arslist@ARSLIST.ORG
> > > ] *On Behalf Of *Rahul AR User
> > > *Sent:* Friday, November 02, 2007 11:35 AM
> > > *To:* arslist@ARSLIST.ORG
> > > *Subject:* Re: Opening a PDF from the MidTier
> > >
> > >
> > >  ** Hi Brain,
> > >
> > > Can u confrim whether you are opening the URL from the server machine
> > > or have you tried opening the same from other systems in the network also?
> > >
> > > It seems that hsi is a localised problem with FireFox application and
> > > not related to ARS. I could draw thie conclusion from your comment that 
> > > when
> > > you directly open the PDF from FireFox, it gives an error.
> > >
> > >
> > > On 11/2/07, Sokol, Brian <[EMAIL PROTECTED] > wrote:
> > > >
> > > > Thanks Carey,
> > > >
> > > > I just tried it but get the same exact results. The PDF in Firefox
> > > > looks like this:
> > > >
> > > > 005086 0 n 005334 0 n 005561 0 n 008230
> > > > 0 n 008328 0 n 011033 0 n 018108 0 n 
> > > > 018337
> > > > 0 n 018521 0 n 000796 0 n trailer
> > > > <<7FAF49E0F79CE0D2C017FF7C94E3C35F><582EF4B25F50364FB99AF1931835654A>]>>
> > > > startxref 0 %%EOF 56 0 obj<>stream x b```a`` a`e`P c g@ ~  + sL`bh T  
> > > > 韷?
> > > > AD05<   tY 5/q  )^ a $  M : /虳gdy ``` TRj   `@ 0  
> > > > @
> > > > q@ZÊ• x ~h1  jjv`u X&%`  !4 ;   7  F .P J30 R
> > > > [EMAIL PROTECTED] ?~ iF b  0   3  endstream endobj 33 0 obj<> 
> > > > endobj 34 0
> > > > obj<> endobj 35 0
> > > > obj<<>/ColorSpace<>/Font<>/ProcSet[/PDF/Text/ImageC/ImageI]/ExtGState<>>>
> > > > endobj 36 0 obj<> endobj 37 0 obj[/ICCBased 49 0 R] endobj 38 0 
> > > > obj[/Indexed
> > > > 37 0 R 15 50 0 R] endobj 39 0 obj<> endobj 40 0 obj<> endobj 41 0
> > > > obj<>stream H  W n F } W # T ./"  -R'm ^ 6* ` V KH ļ 
> > > > 왙sά_  Q
> > > > } | t^. >HXn   4   알
> > > >
> > > > -Original Message-
> > > > From: Action Request System discussion list(ARSList) 
> > > > [

Re: Opening a PDF from the MidTier

[Hugo Visser]

Again, you should verify that the mime-type that is sent is the correct one.
One option would be to install the firebug extension to see what is being
sent to the browser. If the mime-type is incorrect (for example text/plain),
Firefox will just open it as text, like most other browsers. "IE works"
because it sees ".pdf" and knows how top open pdf on your PC, no matter what
mime-type your web browser is sending.

It could be that the mime-type config must be done at some other place, like
your web server.

Hugo

On 11/2/07, Sokol, Brian <[EMAIL PROTECTED]> wrote:
>
>  Not true. If I open the file directly from Firefox (File, Open File) it
> works fine. If I open a pdf in firefox from another web site it works ok.
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rahul AR User
> *Sent:* Friday, November 02, 2007 11:35 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Opening a PDF from the MidTier
>
> ** Hi Brain,
>
> Can u confrim whether you are opening the URL from the server machine or
> have you tried opening the same from other systems in the network also?
>
> It seems that hsi is a localised problem with FireFox application and not
> related to ARS. I could draw thie conclusion from your comment that when you
> directly open the PDF from FireFox, it gives an error.
>
>
> On 11/2/07, Sokol, Brian <[EMAIL PROTECTED]> wrote:
> >
> > Thanks Carey,
> >
> > I just tried it but get the same exact results. The PDF in Firefox looks
> > like this:
> >
> > 005086 0 n 005334 0 n 005561 0 n 008230
> > 0 n 008328 0 n 011033 0 n 018108 0 n 018337
> > 0 n 018521 0 n 000796 0 n trailer
> > <<7FAF49E0F79CE0D2C017FF7C94E3C35F><582EF4B25F50364FB99AF1931835654A>]>>
> > startxref 0 %%EOF 56 0 obj<>stream x b```a`` a`e`P c g@ ~  + sL`bh T  韷?
> > AD05<   tY 5/q  )^ a $  M : /虳gdy ``` TRj   `@ 0  @
> > q@ZÊ• x ~h1  jjv`u X&%`  !4 ;   7  F .P J30 R   [EMAIL 
> > PROTECTED]
> > ?~ iF b  0   3  endstream endobj 33 0 obj<> endobj 34 0 obj<> endobj 35 0
> > obj<<>/ColorSpace<>/Font<>/ProcSet[/PDF/Text/ImageC/ImageI]/ExtGState<>>>
> > endobj 36 0 obj<> endobj 37 0 obj[/ICCBased 49 0 R] endobj 38 0 obj[/Indexed
> > 37 0 R 15 50 0 R] endobj 39 0 obj<> endobj 40 0 obj<> endobj 41 0
> > obj<>stream H  W n F } W # T ./"  -R'm ^ 6* ` V KH ļ 왙sά_  Q
> > } | t^. >HXn   4   알
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> > Sent: Friday, November 02, 2007 11:12 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Opening a PDF from the MidTier
> >
> > Brian,
> >
> > I use the Active link action PERFORM-ACTION-OPEN-URL and have not
> > noticed any problems launching a PDF (also hosted on our Mid-Tier
> > server) from a button. Maybe you can use a button instead of a Text
> > object?
> >
> > --
> > Carey Matthew Black
> > Remedy Skilled Professional (RSP)
> > ARS = Action Request System(Remedy)
> >
> > Love, then teach
> > Solution = People + Process + Tools
> > Fast, Accurate, Cheap Pick two.
> >
> >
> > ___
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where
> > the Answers Are"
> >
>
>
>
> --
> Regards
> Rahul __20060125___This posting was submitted with
> HTML in it___
>

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Re: Opening a PDF from the MidTier

[Hugo Visser]

It's probably a mime-type issue. IE is doing some guess work based on the
extension of the file, that's why it might (or might not even) work in IE.
The only real fix is to configure the web server or in your case the servlet
container correctly. What you could try is to add the pdf mime type to the
Mid-Tier's web.xml. I haven't tested this, but to try it you should ad this
block of XML


pdf
application/pdf


To the already defined mime-types in the web.xml.

Hope this works for you :)

Hugo

On 11/2/07, Sokol, Brian <[EMAIL PROTECTED]> wrote:
>
> **
>
> I have an application that contains a link to a PDF document. I placed the
> PDF document in the MidTier\Shared directory. The link on my Remedy form is:
>
> href="http://MyWebServer/arsys/shared/POInstructions.pdf";>Click Here To
> Read Instructions
>
> When I click on the link from Internet Explorer it opens fine. When I
> click on the link from Firefox 2.0 I get gibberish. If I use the menu in
> Firefox and select File Open File I can open the PDF properly. It will not
> work if I use the link. Anyone steer me in the right direction? If I go to
> another web site with Firefox I can open any other PDF.
>
> ARS/Mid Tier 7.1 on Windows Server 2003 with IIS.
>
> Brian Sokol
> Manager, Desktop Services
> Scholastic Inc.
> 557 Broadway
> NY, NY 10012
> (212) 343-6494
> *http://www.Scholastic.com* 
>  __20060125___This posting was submitted with HTML in
> it___

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Re: BMC Support Site Rant

[Hugo Visser]

I know we are eating our own dog food, our Customer Care department uses
ExpertDesk (ofcourse!). And yes, the detailed description field is of length
0. No rocket science there :)

On topic, I always assumed that BMC uses some form of ITSM for their
support, but they do not? What about the last big upgrade, when we all moved
to the ISS numbers?

Hugo

On 10/30/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote:
>
> Actually...
>
> I think it is a simple enough observation to say
>
> If ITSM is a "leading product" for Service Management then why do they
> not use it to manage their relationship with their own customers?
>
>

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Re: Project Remedies will be at BMC UserWorld Vancouver.

[Hugo Visser]

...Or ExpertDesk, http://www.expertdesk.com for that matter...On ITIL
compliance see: http://www.expertdesk.com/en_US/ITILcompliant.html.

(Yes there are more OTB AR System apps out there!)

Hugo

On 10/24/07, Gidd <[EMAIL PROTECTED]> wrote:
>
> ** Stan,
>
> Where in your reply is there a Yes or No ?
>
> The fact that you are running on ARS does not imply ITIL anything.  Those
> of us that have been through
> ITIL verification and *actually* have a PE verified solution can attest to
> the fact that compliance is attainable,
> apparently you have not.
>
> You are sending the wrong message here and your diatribe is a disservice
> to any potential customers that are looking
> for a true ITIL verified solution.
>
> For a real alternative to an PE verified ITIL Compliant solution I would
> suggest your customers that a look at what we can
> offer instead:
>
> http://www.buoyantsolutions.net/ESS.html
>
>
> Regards...Gidd
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Stan Feinstein
> *Sent:* Wednesday, October 24, 2007 6:39 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Project Remedies will be at BMC UserWorld Vancouver.
>
> **
>
> Hi Gidd,
>
>
>
> When you read *Service Strategy*, the first book in the ITIL V.3. series,
> the first topic discussed on page 3 is transaction costs.  Simply stated,
> and the authors go into more detail starting on page 97, you want to know
> the cost for each request.  We know that there are 3 types of requests:
> small ones, medium-sized ones and large ones (i.e. projects).  There are 3
> elements of cost: resource cost i.e. time, expenses and asset cost.
>
>
>
> Since our ActionProgram Manager runs on the AR System server and includes
> time and expense tracking functionality for all Remedy-based tasks: help
> desk tasks, change tasks, project tasks (which are all related to requests)
> and "other" tasks not related requests, if you are using Remedy's Asset
> Management system (or a home-grown AR System-based asset mgt system or an
> asset mgt. system from another vendor that you have integrated with the AR
> System), you have all costs in one system.  The costs are tracked at the
> task level and you can relate each task to a request.  If you associate a
> revenue figure with the request (for example, the cost to install a PC is
> $100), since you also have the cost, you can approach a P&L statement for
> each request, and summarize to each type of request.  Since you know who the
> requestor is and the Business Unit they work for, you can also approach a
> P&L statement for each business unit IT is serving.  We call this a Demand
> Management or Service Request Management Framework, and you can find a
> datasheet about this on our home page (www.pri-us.com) or call me and I
> can discuss it with you and demonstrate it if you like, or come to
> UserWorld.  The datasheet has a helpful diagram showing all of this in more
> detail.
>
>
>
> By the way, if you do this, you also know what each person in IT is
> working on.  This is Resource Mgt. at the detailed level.  Our IT Project
> Portfolio Manager covers resource mgt. at a skills (macro) level.
>
>
>
> And this is why you want an integrated solution rather than a group of
> disparate products.  Disparate products will then require the timely and
> expensive integration project to bring all the data together, so that's why
> I say that getting MS Project Server or any other PM system for that matter
> is like shooting yourself in the foot.  It takes you away from understanding
> transaction costs rather than helping you understand transaction costs.
>
>
>
> This is what the authors of *Service Strategy* are talking about, and this
> is what our solution addresses.  That's all I'm implying.
>
>
>
> And by the way, thanks for asking.
>
>
>
> Stan
>
>
>
>
>
> - Original Message -
> *From:* Gidd <[EMAIL PROTECTED]>
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Sent:* Tuesday, October 23, 2007 8:24: PM
> *Subject:* Re: Project Remedies will be at BMC UserWorld Vancouver.
>
> ** Stan,
>
> Are you implying that your solution is ITIL compliant?  or ITIL Version 3
> compliant for that matter ?
>
>
> Regards...Gidd
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Stan Feinstein
> *Sent:* Tuesday, October 23, 2007 12:01 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Ad: Project Remedies will be at BMC UserWorld Vancouver.
>
> **
>
> Hi everyone,
>
>
>
> If you are attending BMC UserWorld next week, please look me up.  I will
> be in Kiosk 30 on the exhibitor floor, and demonstrating our Remedy-based IT
> Governance Suite, which includes IT Project Portfolio Manager and
> ActionProgram Manager, and our Demand Management suite, which also includes
> Service Manager.
>
>
>
> 2 new white

Re: Plugin and initialize() method

[Hugo Visser]

Jarl,

What's not to like about it? Maybe it isn't the most efficient way, but init
is just once per thread. For long running processes like the plugin server
that's just a minor overhead for the first user(s) of the plugin server.

Multiple plugin servers will just make your life harder I think. You'd have
to know which plugin server instance is running a particular plugin, update
the ar.conf to create aliasses to the plugins etc etc. In the end you don't
gain much.

Hugo

on 10/10/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
>
> I also see if you have several plugins, all loads the initialize()
> method when the first plugin are accessed.
>
> I really dont like this method doing it, seems like there is a need
> for several plugin-servers.
>
> --
> Jarl
>
> On 10/4/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
> > Hi,
> >
> > Found this documentation, and this put a new ligth on my initial
> question.
> >
> > ---
> > All plugins can implement a public void static init(ARPluginContext
> > context) method to do all intialization for this class. This will be
> > invoked once for each class that implements one of the ARPluggable
> > interfaces on plugin server startup. This same thing can be
> > accomplished using a static block of code in the class. The only
> > advantage in implementing this method is that it gets access to the
> > ARPluginContext object that can be used for the following purposes.
> >
> > 1. Logging any initialization messages
> > 2. Fetching configuration file entries for this plugin from
> > pluginsvr_config.xml file.
> > 3. Get AR System configuration entries from the ar.cfg file.
> >
> > For all instance initialization, the public initialize(ARPluginContext
> > context) should be used. The initialize method is invoked once for
> > each thread instance in plugin server.
> > ---
> >
> > Still i like the C plugin better then, where you have an Termination
> function.
> >
> > --
> > Jarl
> >
> >
> > On 10/4/07, Hugo Visser <[EMAIL PROTECTED]> wrote:
> > > ** Right, the way I read the javadoc I understand that the initialize
> will
> > > be called once the plugin is loaded. From the javadoc I can not tell
> for
> > > sure if that moment is the plugin server is started. It's not clear
> what is
> > > meant with "at startup load time"...It could be the plugin server
> start up,
> > > but it could also mean "when the plugin is first started".
> > >
> > > But in the end it really doesn't matter how and when it is
> initialized.
> > > That's just an implementation detail. Just as you initialize at the
> correct
> > > moment :) The only catch is that the initialize seems to be called
> once for
> > > every thread that the plugin server starts (so I've been told). That
> isn't
> > > really documented either...
> > >
> > > Hugo
> > >
> > >
> > > On 10/4/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
> > > >
> > > > I have no proble understand how the plugin-server handle these
> > > > funstion. But it seems that there is a difference in how a C and
> Java
> > > > plugin behave.
> > > >
> > > > TAnd the plugin documentation states this:
> > > > initialize(ARPluginContext context)
> > > > "An initialization routine called once at startup load time for each
> > > > plugin that is loaded.
> > > >
> > > > And this does not happend when the plugin loads, it happend when it
> > > > gets accessed first time. And for each thread the plugin-server
> runs.
> > > >
> > > > The documentation should be like this:
> > > > "An initialization routine called once at startup load time for each
> > > > thread instance".
> > > >
> > > >
> > > > If you add this to the plugin:
> > > > public static void init(ARPluginContext context){
> > > > //
> > > > };
> > > >
> > > > It does this function when its loads. Sems like I have to move my
> > > > initialization code here.
> > > >
> > > > --
> > > > Jarl
> > > >
> > > > On 10/4/07, Carey Matthew Black <[EMAIL PROTECTED] > wrote:
> > > > > Jarl,
> > > > >
> > > > > I think there might be a bit of confusion due to the terms used...
> > > > >

Re: Java plugin and logging...

[Hugo Visser]

Hm, the constant values start from 0 for INFO to 3 for FATAL, so it looks
like there is no lower level than INFO...(by design I guess)...

Hugo

On 10/8/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
>
> Why is there no DEBUG loglevel in the Java plugin api?
>
> This is whats accesible:
> PLUGIN_LOG_LEVEL_WARNING
> PLUGIN_LOG_LEVEL_INFO
> PLUGIN_LOG_LEVEL_FATAL
> PLUGIN_LOG_LEVEL_ERROR
>
> I really hope this is because someone forgotten to implement it...
>
> --
> Jarl
>
>
> ___
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>

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Re: Plugin and initialize() method

[Hugo Visser]

Right, the way I read the javadoc I understand that the initialize will be
called once the plugin is loaded. From the javadoc I can not tell for sure
if that moment is the plugin server is started. It's not clear what is meant
with "at startup load time"...It could be the plugin server start up, but it
could also mean "when the plugin is first started".

But in the end it really doesn't matter how and when it is initialized.
That's just an implementation detail. Just as you initialize at the correct
moment :) The only catch is that the initialize seems to be called once for
every thread that the plugin server starts (so I've been told). That isn't
really documented either...

Hugo

On 10/4/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
>
> I have no proble understand how the plugin-server handle these
> funstion. But it seems that there is a difference in how a C and Java
> plugin behave.
>
> TAnd the plugin documentation states this:
> initialize(ARPluginContext context)
> "An initialization routine called once at startup load time for each
> plugin that is loaded.
>
> And this does not happend when the plugin loads, it happend when it
> gets accessed first time. And for each thread the plugin-server runs.
>
> The documentation should be like this:
> "An initialization routine called once at startup load time for each
> thread instance".
>
>
> If you add this to the plugin:
> public static void init(ARPluginContext context){
> //
> };
>
> It does this function when its loads. Sems like I have to move my
> initialization code here.
>
> --
> Jarl
>
> On 10/4/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote:
> > Jarl,
> >
> > I think there might be a bit of confusion due to the terms used...
> >
> > I think it is more like this...
> >
> >
> > Ref: Integrating-710.pdf  pg 102
> > Figure 7-2: C plug-in call sequence
> >
> > ARPluginIdentify ()
> > ARPluginSetProperties ()
> > ARPluginInitialization ()
> > ARPluginCreateInstance() -- one or more times
> >
> > AREA, ARDBC, or AR Filter calls --
> > I think this is per Filter Action
> >
> > ARPluginDeleteInstance ()
> > ARPluginTermination ()
> >
> >
> > I think... the plugin server calls the first 4 methods as soon as _it_
> > starts up. Then when the ARS Server talks to the Plugin Server the
> > only things that are done are the "AREA, ARDBC, or AR Filter calls"
> > portion(s) of the code.
> >
> > I think this makes some sense too. But I do not think it prevents the
> > "AREA, ARDBC, or AR Filter calls" from doing things like spawning new
> > threads (ARPluginCreateInstance() ) or other calls to the previous
> > methods. ( With a possible exception of the ARPluginIdentify ()
> > method. I doubt the Plugin Server would deal with a loaded plugin
> > trying to change its identity very well. But I could be wrong about.)
> >
> >
> > Then... when the Plugin server is being shut down I think the
> > ARPluginDeleteInstance () and ARPluginTermination () methods are
> > called.
> >
> >
> > So in summary "when the plugin loads" is when the Plugin Server reads
> > and loads the plugin into memory on startup. (And not when a Plugin
> > Call from the ARS server is executed.) The plugins are "standing
> > daemons" that wait and listen for inquiries.
> >
> > But that is just my read of things. (Reality might be very different
> > than what the docs indicate.)
> >
> > --
> > Carey Matthew Black
> > Remedy Skilled Professional (RSP)
> > ARS = Action Request System(Remedy)
> >
> > Love, then teach
> > Solution = People + Process + Tools
> > Fast, Accurate, Cheap Pick two.
> >
> >
> > On 10/4/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
> > > Hugo,
> > >
> > > The documentation of the java plugin states this:
> > >
> > > public void initialize(ARPluginContext context) throws ARException {}
> > > "An initialization routine called once at startup load time for each
> > > plugin that is loaded. The plugin can do all its initialization and
> > > setup in this method."
> > >
> > > I see benefits running initialize when the plugin loads.
> > >
> > > --
> > > Jarl
> >
> >
> ___
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where
> the Answers Are"
> >
>
>
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Re: Plugin and initialize() method

[Hugo Visser]

Dan,

I don't really see the issue here. There is a difference in implementation
for the Java plugin server and the C plugin server. For example, the C
plugin server will only start one thread unless you configure the plugin
server otherwise. The C plugin server will initialize the plugin when the
plugin server loads. However, it seems that the Java implementation creates
more threads initially and will initialize the plugin at a later stage (on
first use).

It's important to realize that the plugin server (either the C or Java
version) can create a new instance for the plugin class. That would also
cause the initialize to be called again. That could explain the "spurious"
initializes. They are not actually suprious, but they are initializations of
new plugin instances.

On the pure Java Mid-Tier question: the Mid-Tier uses the Java API which is
currently a mix of pure Java and JNI. When connecting to older servers the
JNI stuff will be used, and the JNI code will also be used for functions
that are not (yet) implemented in the pure Java code. It's not documented
which functions use native code and which functions do not when connecting
to a 7.1. server so for now I would try to play it safe and assume that the
Mid-Tier still requires the JNI layer.

Hope this helps,

Hugo

On 10/3/07, Dan Reitan <[EMAIL PROTECTED]> wrote:
>
> ** I'm not saying servlets were involved -- it just appears that the
> initialization logic follows the servlet lifecycle specification.
>
> I'm "thinking out loud" here to understand why the behavior may be
> different between C++ and Java Plugin, but am speculating that the Java
> Plugin JNI (which, I believe is simply a bridge between C++ plug-in and Java
> plugin environment) may treat the C++ plugin environment as an event
> container (similar to Servlets treating HTTP server requests), and manage
> JVM env. / garbage collection/ etc. similarly, which would result in
> spurious, "random", asynchronous intialization events.
>
> ... just a theory...
>
> ...also curious about the mid-tier pure-java question, since it has such a
> dramatic impact on architecture.
>
> Dan
>
>
> - Original Message -
> *From:* Jarl Grøneng <[EMAIL PROTECTED]>
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Sent:* Wednesday, October 03, 2007 12:59 PM
> *Subject:* Re: Plugin and initialize() method
>
> **
> I dont see how the servlets fits in here? I wrote a java based plugin, and
> loaded it trough the java plugin server.
>
> --
> Jarl
>
> On 10/3/07, Dan Reitan <[EMAIL PROTECTED] <[EMAIL PROTECTED]>> wrote:
> > Jarl,
> >
> > I can confirm Axton's observations with C++ plugins, but only circa v6.x
> .
> >
> > Would you conclude from your logs that 7.1 Java Plugin is patterned
> after
> > the Servlet lifecycle model?
> > Is there any overlap of the Plugin JNI libs with the previous
> > ARS-Java-client JNIs?
> > Have you looked at the current MidTier release to see if they are fully
> > compliant with the 7.1 "pure Java" client API?
> >
> > Curious, and hoping to get my fingers dirty with this new stuff within a
> few
> > weeks...
> >
> > Thanks,
> >
> > Dan
> >
> >
> > - Original Message -
> > From: "Jarl Grøneng" < [EMAIL PROTECTED]>
> > Newsgroups: public.remedy.arsystem.general
> > To: 
> > Sent: Wednesday, October 03, 2007 9:47 AM
> > Subject: Re: Plugin and initialize() method
> >
> >
> > > Thanks,
> > >
> > > Then it seems like there is a difference in how the java plugin-server
> > > loads the java-plugin.
> > >
> > > --
> > > Jarl
> > >
> > > On 10/3/07, Axton <[EMAIL PROTECTED]> wrote:
> > >> I have a C based arfilter plug-in.  The logs are available at:
> > >>
> > >> http://arswiki.org/projects/arfprng/wiki/UserDocs
> > >>
> > >> Looks like ARPluginInitialization is only called when the plug-in
> > >> server is started.
> > >>
> > >> Axton
> > >>
> > >> On 10/3/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
> > >> > From the documentaion, the function:
> > >> > public void initialize(ARPluginContext context) throws ARException
> {}
> > >> > should be loaded when the pluginserver start.
> > >> > "An initialization routine called once at startup load time for
> each
> > >> > plugin that is loaded. The plugin can do all its initialization and
> > >> > setup in this method. "
> > >> >
> > >> > This is what plugin.log shows on startup:
> > >> >
> > >> > 2007-10-03 17:37:00,750 INFO  [main]
> com.bmc.arsys.pluginsvr.plugins.g
> > >> > (?:?) - The plugin url is
> > >> >
> file:/C:/Documents%20and%20Settings/jag/My%20Documents/Java/ListCurrentUsers/ListCurrentUsers/deploy/listcurrentusers.jar
>
> > >> > 2007-10-03 17:37:00,750 INFO  [main]
> > >> > com.bmc.arsys.pluginsvr.ARPluginServerMain (?:?) - AR System Plugin
> > >> > Server Version 7.1.00 Build 200708221849
> > >> >
> > >> >
> > >> > When I do a query on the vendor form, the initialize() function got
> > >> > triggered:
> > >> >
> > >> > 2007-10-03 17:51:18,140 INFO  [TCP server transport connection
> t

Re: ARS 7.0.1 to 7.1 upgrade and Java

[Hugo Visser]

I'd install Java 6 in a separate path, side by side with the current
1.4install. Later if you want it to make the default, you just symlink
the
install. This way if anything goes wrong you can always go back to the last
known working configuration.

ARS uses Java components in several places, for example the web service
plugin, the Mid-Tier and the email engine all require a supported Java
install. For 7.1 you'll need Java 5, I'm not sure if 6 is also supported but
you can check the compatibility matrix for that.

Hugo

On 9/21/07, Dwayne Martin <[EMAIL PROTECTED]> wrote:
>
> Hello everyone,
>
> We are upgrading from ARS 7.0.1 to 7.1 (Red-Hat Linux server, Oracle 10.2db).
>
> The ARS compatibility matrix shows 7.0.1 as compatible with Java 1.4.2,50.
>
> The 7.1 Email Engine requires 1.5 or higher.
>
> If we upgrade to Java 1.6 in preparation for the ARS upgrade, will our
> present Email Engine stop working?  How about ARS itself?
>
> The ARSD 7.1 installer asks for a Java directory. (I can't remember if
> 7.0.1 does. I don't see it in the installing manual.) What role does Java
> play in basic ARS, as opposed to the Email Engine?
>
> Should we put Java 1.6 in a new folder and point the 7.1 installer to it,
> and keep our present folder till the upgrade is finished?
>
> Basically, how do you prepare Java for 7.1 without sabotaging your present
> 7.0.1 system?
>
> Dwayne Martin
> Computing Support
> James Madison University
>
>
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Re: Logging and 7.1 java api

[Hugo Visser]

The 7.1 API uses log4j for logging, in fact it forces it on you. I wish BMC
had taken more care when looking at the pile of dependencies. In stead of
using a heavyweight logging framework like log4j they could also have used
the standard java.util.logging. Even if you _do not_ want any logging for
your trivial API program, you'd still have to configure log4j either from
code or from a configuration file. If not, your API will spit out the
default "log4j is not initialized" message. Even if I did want logging
through log4j, I'm now tied to the version that BMC provides for their API,
which is a bad thing to me.

Anyway, you have to take a look at log4j configuration at
http://logging.apache.org/log4j/, there are various ways to configure
loggers, from code or from configuration.

Hugo

On 9/20/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
>
> Seems like the log4j.xml was the solution.
>
> Still missing documentation :-)
>
> --
> Jarl
>
> On 9/20/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
> > Hi,
> >
> > I have beed using log4j with my java code the last versions.
> >
> > Start the logger like this:
> > private static Logger theLog = Logger.getLogger("no.steria.ars.Update");
> >
> > However, with 7.1 java api I also get logging from
> > com.bmc.arsys.api.Config,
> > org.apache.commons.configuration.ConfigurationUtils,
> > com.bmc.arsys.api.ARTypeMgr, and so on.
> >
> > How to get rid of these? And if I want these loglines, how do I set it
> > up so it logs a new line for every logline? Now it all comes on one
> > line like this:
> >
> >
> > '2007-09-20 21:18:40,411 [main] DEBUG
> > org.apache.commons.digester.Digester  -   No rules found matching
> > 'configuration'.2007-09-20 21:18:40,411 [main] DEBUG
> > org.apache.commons.digester.Digester  -   Popping body text
> > ''2007-09-20 21:18:40,411 [main] DEBUG
> > org.apache.commons.digester.Digester.sax  - endDocument()2007-09-20
> > 21:18:40,599 [main] DEBUG com.bmc.arsys.api.ProxyJRpcBase  - Rpc
> > connection to itsm70 failed w reason : ONC/RPC program version
> > mismatch2007-09-20 21:18:40,740 [main] DEBUG
> > com.bmc.arsys.artranscode.ARCharSet  - serverLanguage =
> > NOR;WESTERN2007-09-20 21:18:40,755 [main] DEBUG
> > com.bmc.arsys.artranscode.ARCharSet  - svrCharSetJavaName =
> > windows-12522007-09-20 21:18:40,802 [main] INFO
> > com.bmc.arsys.api.ProxyManager  - Connects to ARServer itsm70 through
> > [EMAIL PROTECTED] 21:18:40,802 [main]
> > DEBUG com.bmc.arsys.api.Config  - getJniLoadMode2007-09-20
> > 21:18:40,802 [main] INFO  com.bmc.arsys.api.Proxy  - Api source is
> > identified as: AP016561457016WSrgRgQbYDAAKQAA2007-09-20 21:18:41,147
> > [main] DEBUG com.bmc.arsys.arrpc.xdr.ArRpcPassword  -
> > ArControlStruct*.ArRpcPassword password string is encrypted.2007-09-20
> > 21:18:41,194 [main] DEBUG com.bmc.arsys.utils.ProcessUtil  -
> >
> >
> > Is ther any in-depth documentation of the logging capability in version
> 7.1?
> >
> > Regards,
> > Jarl
> >
>
>
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Re: OT -- Sort Of: Computerworld reports on ITIL

[Hugo Visser]

Gary,

Basically you are saying: give me, or let me build, the tooling I need to
get the job done. Well...I agree with you! To make this perfectly clear, I'm
not a sales rep or something, I'm a developer so in a way I can feel your
pain.

I also think that Scott didn't mean to imply that ITSM is the best thing
since sliced bread, but I do think that he meant that if ITSM sucks, it
doesn't mean that ITIL sucks and therefore that ITIL doesn't do anything for
an organisation. When I was reading the thread I got the impression that the
tone of the discussion shifted from "ITSM does not make my life easier" to
"ITIL does not make my life easier".

That made me chime in to this thread anyway...

Hugo

On 9/20/07, Opela, Gary L Contr OC-ALC/ITMA <[EMAIL PROTECTED]>
wrote:
>
> Okay, I started the thread, so I feel I must at least put in some input.
>
> I do not fear ITIL. I think ITIL is a good idea. What I have not seen is
> the cost-savings that comes associated with ITSM (Remedy's Version). All
> I keep hearing is the Remedy Sales People telling the main project
> managers how it will solve all 90 or whatever needs that we have. We
> analyzed it and, I think, found it met like 11 needs or so.
>
> To me, this huge chasm shows me the sales person is just that -- a sales
> person. The 'People in Charge' are relying on what the sales people are
> telling them, and literally locking us, the ones who can really see what
> is going on, out of the meetings.
>
> They are only listening to the sales people, which is WRONG. I want to
> see the savings. I want to see the efficiency. From what I've seen on
> the list, most companies haven't yet gotten ITSM running efficiently or
> not. Give me another good developer and six months and I can in-house
> write a solution. Norm did that, although thanks to bureaucracy it's
> just sitting on my dev box and not in use.
>
> I have always been a fan of simplicity. ITSM is NOT simple. Do not think
> that just because a job is major, that you need a complex solution. The
> simplest solution is ALWAYS best.
>
> I have yet to see any real proof that ITSM does what it says it does.
> Show me studies. Show me results. I don't want to hear ITSM Consultants
> yelling at me about how good ITSM is and that I have to defend myself.
> (Remind me to never do business with IT Prophets if that's how they're
> going to treat people).
>
> Thanks,
>
>
> Gary Opela, Jr
>
> Sr. Remedy Developer
>
> Leader Communications, Inc.
>
> 405 736 3211
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Hugo Visser
> Sent: Thursday, September 20, 2007 4:54 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: OT -- Sort Of: Computerworld reports on ITIL
>
> ** Scott,
>
> I agree, it would be way to harsh to bash or fear ITIL without any
> arguments. I'm not sure where this comes from, after all, ITIL is about
> best practices. It's not about forcing you into some kind of strict
> process model. Maybe the fear is because of the way ITIL is presented to
> some of you guys. If you associate a tool like ITSM with "the ITIL
> forcing tool that makes me work less efficient while costing a pile of
> money" then I think you are on the wrong track. You should be seeking
> process improvements by applying ITIL to your business and then look for
> tooling that fits you. Actually that's what we have been doing with
> ExpertDesk (which is build on AR System) in Europe for quite a while
> now! We see lots of companies that have ITIL-ish processes, most of them
> have the most common ones like Incident and Change Management pretty
> much worked out. But if your process, for example your Problem
> Management process is not that mature yet, ExpertDesk lets you configure
> the tool to support your process. When you're processes change, your
> ExpertDesk configuration can be changed through data and off you go.
> That's what "best practices" is about.
>
> But all that I'm saying is: don't let the tool dictate your process,
> ITIL, eTOM or whatever, but let your process dictate the tool. I don't
> know if ITSM forces ITIL on you or if it is configurable (I assume it
> is) so I can't really comment on that.
>
> Looking at the post that started this thread "...I think it is about us
> - People resistant to ITIL, but forced into going there.", I'm wondering
> if it's really about being resistant to ITIL or being resistant to ITSM
> or other _supporting_ products for that matter.
>
> Just my 2 cents,
>
> Hugo
>
>
> On 9/20/07, Scott Parr

Re: Administrator account Demo

[Hugo Visser]

You can use arcache to create a temporary admin account, so that you can log
in again as an administrator and fix things. The command is documented in
the configuration guide.

Hugo

On 9/20/07, Sanjana AGARWAL <[EMAIL PROTECTED]> wrote:
>
> Hello,
>
> During some experimenting I have removed Demo from Administrator group, in
> QA environment.
> Now I was unable to view the User form by any account and also not able to
> modify it, by any means.
>
> I was also unable to login into the ARADMIN tool.
>
> Right now I have a configuration as :
> Demo/DECO being part of APP-Admin group
> SANJANAA/SSINGHAL/MKSINGLA being part of Administrator group
>
> Also I have tried to add Administrator group in the User from from the
> database, but that too is not working.
>
> Please suggest something.
>
> Thanks and Regards
> Sanjana Agarwal
>
>
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Re: OT -- Sort Of: Computerworld reports on ITIL

[Hugo Visser]

Scott,

I agree, it would be way to harsh to bash or fear ITIL without any
arguments. I'm not sure where this comes from, after all, ITIL is about best
practices. It's not about forcing you into some kind of strict process
model. Maybe the fear is because of the way ITIL is presented to some of you
guys. If you associate a tool like ITSM with "the ITIL forcing tool that
makes me work less efficient while costing a pile of money" then I think you
are on the wrong track. You should be seeking process improvements by
applying ITIL to your business and then look for tooling that fits you.
Actually that's what we have been doing with ExpertDesk (which is build on
AR System) in Europe for quite a while now! We see lots of companies that
have ITIL-ish processes, most of them have the most common ones like
Incident and Change Management pretty much worked out. But if your process,
for example your Problem Management process is not that mature yet,
ExpertDesk lets you configure the tool to support your process. When you're
processes change, your ExpertDesk configuration can be changed through data
and off you go. That's what "best practices" is about.

But all that I'm saying is: don't let the tool dictate your process, ITIL,
eTOM or whatever, but let your process dictate the tool. I don't know if
ITSM forces ITIL on you or if it is configurable (I assume it is) so I can't
really comment on that.

Looking at the post that started this thread "...I think it is about us –
People resistant to ITIL, but forced into going there.", I'm wondering if
it's really about being resistant to ITIL or being resistant to ITSM or
other _supporting_ products for that matter.

Just my 2 cents,

Hugo

On 9/20/07, Scott Parrish <[EMAIL PROTECTED]> wrote:
>
> 1. ITIL doesn't save money
> 2. ITIL doesn't save time
> 3. ITIL doesn't save energy
> 4. ITL doesn't make sense
>
>
>

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Re: "arsystem.tar" error installing as non-root

[Hugo Visser]

It could be your version of "tar" (you didn't share the OS you are
installing on). I know that GNU tar differs from some other tar versions,
some open source sites explicitly state that you need gnu tar for their
releases. It might be that you need GNU tar or that your OS version of tar
needs updating.

If you have a windows box around you could try to untar the file using
winzip or the like to verify the integrity of the downloaded file.

Hugo

On 9/17/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:
>
> **
>
> It does sound like a corrupted file to me.. Did you try to download the
> file again and install from a newly downloaded file?
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ]On Behalf Of Dwayne
> Martin
> Sent: Monday, September 17, 2007 11:50 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: "arsystem.tar" error installing as non-root
>
>
> First of all, Thank You! to those who responded.
>
> In the installation screen output I am finding:
>
> **
> -- List of Extracted Files ---
> bin/
> bin/runmacro
> tar: bin/runmacro: Wrote only 1536 of 10240 bytes
> tar: Skipping to next header
> tar: Archive contains obsolescent base-64 headers
> tar: help: Not found in archive
> tar: locale: Not found in archive
> tar: templates: Not found in archive
> tar: plugins/ssoldap: Not found in archive
> tar: plugins/ardbcconf: Not found in archive
> tar: plugins/areahub: Not found in archive
> tar: plugins/serveradmin: Not found in archive
> tar: plugins/FlashboardObject: Not found in archive
> tar: ora_db: Not found in archive
> tar: samples: Not found in archive
> tar: z: Not found in archive
> tar: Error exit delayed from previous errors
>
> **
>
> I copied "arsystem.tar" to a "temp" file and un-tarred it.  It produced a
> lot of folders with subfolders and files.  "help", "templates", "plugins",
> "ora_db" and "z" are not there, but "locale" and "samples" distinctly are.
> (I get variations on the list of things it can't find.)
>
> Could this be the problem?  If so, why hasn't anybody else noticed it?
> I'm surely not the first person to try installing 7.1 (altho I may be the
> first to install as non-root).  And why am I getting the same error when
> re-installing 7.0.1, which I have installed successfully in the past?
>
> I tried renaming "arsystem.tar" to "arsystem.tar.bk" and the installer
> complained right away, so it at least is finding the file.
>
> Now, to reply to those who responded:
> Axton:
>
> "You have to make sure that /etc/rpc was updated with the proper program
> numbers if installing as non-root."
>
> Please tell me more.  My non-root login has permissions to /etc/rpc.  What
> numbers should I be seeing?
>
> Take a look in the install script and see where it attempts to upack the
> tar file.  It could be that the user has no permissions to the location
> where the tar is being unpacked."
>
> A good thing to check on.  I looked at the script and everything appears
> to be going into files that the non-root login has permissions to, and has
> been writing into all along.
>
> "It may also be that you are missing a / at the beginning of the path for
> the installation product:"
> Another good thing to check on.  But yes, the "/" is there.
>
> Joe:
> "What is the error you are getting during the install???"
> "./ar_install : Unable to extract the product files from the CDROM file
> arsystem/linux/arsystem.tar"
>
> Mac:
> "Yes, before you execute the install, run this command to tell the install
> you are installing as non-root
> export ARNONROOTINSTALL="TRUE"
> Have good weekend."
>
> Yes, I have set up and exported "ARNONROOTINSTALL="TRUE"".  The installer
> stops you right away if you don't have ARNONROOTINSTALL="TRUE", and you
> aren't root.
>
> Thanks again,
> Dwayne Martin
>
>  Original message 
> >Date: Fri, 14 Sep 2007 14:20:44 -0400
> >From: Axton <[EMAIL PROTECTED]>
> >Subject: Re: "arsystem.tar" error installing as non-root
> >To: arslist@ARSLIST.ORG
> >
> >You have to make sure that /etc/rpc was updated with the proper
> >program numbers if installing as non-root.
> >
> >Take a look in the install script and see where it attempts to upack
> >the tar file.  It could be that the user has no permissions to the
> >location where the tar is being unpacked.
> >
> >It may also be that you are missing a / at the beginning of the path
> >for the installation product:
> >
> >./ar_install : Unable to extract the product files from
> >the CDROM file arsystem/linux/arsystem.tar
> >^^
> >
> >Axton Grams
> >
> >On 9/14/07, Dwayne Martin <[EMAIL PROTECTED]> wrote:
> >> Hello Everyone,
> >>
> >> I am upgrading our Linux AR Server from 7.0.1 to 7.1 as non-root.
> (Oracle 10.2 db)
> >>
> >> Everything went OK till the very end when I got:
> >>
> >> * * *
> >> ./ar_install : Unable to extract the product files from
> >> the CDROM file arsystem/linux/arsystem.tar
> >>
> >> * * *
> >>
> 

Re: AR System 7.1 "Service" action working?

[Hugo Visser]

Thanks Sebastiaan,

I just figured it out myself by coincidence and I can confirm that if you
use some (dummy) request id field it does work. As I understand the request
id should be optional, so I'll file a bug later this week.

Hugo

On 9/17/07, Sebastiaan De Man <[EMAIL PROTECTED]> wrote:
>
> ** Hi Hugo,
>
> It works when you fill in a Request ID, if you leave the field blank it
> crashed the user tool with me as well. Logging with me shows the same error
> message as you have.
>
> I did not report an issue jet because my User tool runs on Windows 2003
> server so I thought it might be related to that.
>
> Cheers,
>
> Sebastiaan
>
>
> 2007/9/17, Hugo Visser <[EMAIL PROTECTED]>:
> >
> > ** Hi,
> >
> > Has anybody gotten the active link "service" action working? During beta
> > it was working somewhat, but in the release I can't get it to do anything
> > but crash the user tool.
> > If it doesn't crash it just logs a "goto guide label" action in the
> > workflow log and doesn't do anything (API logging doesn't show the ARService
> > call).
> >
> > Anybody more lucky than this or should I file an issue?
> >
> > Hugo
> >
> > __20060125___This posting was submitted with HTML in
> > it___
>
>
> __20060125___This posting was submitted with HTML in
> it___

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AR System 7.1 "Service" action working?

[Hugo Visser]

Hi,

Has anybody gotten the active link "service" action working? During beta it
was working somewhat, but in the release I can't get it to do anything but
crash the user tool.
If it doesn't crash it just logs a "goto guide label" action in the workflow
log and doesn't do anything (API logging doesn't show the ARService call).

Anybody more lucky than this or should I file an issue?

Hugo

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Re: ITSM 7 and muti tenancy

[Hugo Visser]

If you mean that you'd like to have duplicate login names, then I think
you're out of luck, because a user login name must be unique within the AR
System. The only solution would be a naming convention so that your user
id's are unique for the entire server.

Hugo

On 9/11/07, Steve Burke <[EMAIL PROTECTED]> wrote:
>
> Hi
>
> We have just inplemented ITSM V7.01 with the main advantage being the
> muti tenancy only to find out that we cannot have the same userid
> across companies
>
> The problem is we are a large organisation with over 10 clients
> and we intended to use the muti company for HR, IT and facilities etc
> supporting the same client base.
>
> The data needs to be segregated due to HR confidentiality etc.
>
> Has anyone else encountered this issue and what was the work around
>
> Steve Bullock
>
>
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Re: AR System Developer Studio Wishlists

[Hugo Visser]

Carey,

The manual step now serves as a confirmation that the "patch" was applied
correctly and makes the replacement of existing functionality explicit.
That's why I don't see it as a problem at the moment. We try to automate
most of our patches using our installer however, so the renaming is not
something a user would do. Automatic rename/overwrite would be very bad in
our scenario as a customer or consultant could have changed "standard"
workflow. The renaming step makes people aware of the fact that something
has changed, and that any RFCs on that piece of workflow has to be checked.

But I guess we're talking different scenario's here. If you are in a typical
test->acceptance->production migration, the "auto rename" stuff could be
usefull. But I think it is better solved using good tooling that allows to
create a real patch. That tool would also need rollback functionality etc.

In the current implementation a guide is a "container" just as a packing
list or application. The uniqueness of the containers should be not only on
the name, but also on the type of the container. That would fix the name
clash issues with guides easy.

Hugo

On 8/15/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote:
>
> Hugo,
>
> The benefit is that there does not need to be a manual step. If the
> software can do the job, then why ask a person to do it?
>
> Fields/forms have internal IDs that are the root of their
> function/definition. But these values are not GGUID. They are
> localized to the ARS server. ( And their usefulness is limited by that
> choice.) If an object is "owned" by a vendor, then the customer should
> only "push it aside" and implement their own object in it's place. If
> that can be done in a way that allows for the new object to be
> protected from the vendors patch/installer and allows the
> patch/installer to find the vendor's object, then that is what I am
> after. And the less I have to do to make all of that happen the
> better.
>
> Furthermore, why does the name actually matter to the function of the
> object?
>
> The only places that I see names as being more useful than GGUIDs
> would be to allow the customer to "replace" an OOB part with a custom
> part. Form views and maybe guide names come to mind as the only "good
> things" that I can think of like that. Sure you could argue that
> Guides contents should be object name based and not GGUID based, but I
> think you would be "working to hard" to keep the functionality correct
> in that case. But having the ability to rename(enable/disable) a guide
> and sub in your own (based on name) might be a very good choice for a
> customization design pattern for those objects too.
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
>
>
> On 8/15/07, Hugo Visser <[EMAIL PROTECTED]> wrote:
> > ** My bet is that AR Developer Studio will be built on Eclipse and
> therefore
> > it will be much easier to integrate with VCS's like CVS and SVN that
> already
> > have a team provider in Eclipse. I'm not sure how the copy-merge model
> of
> > CVS and SVN are a good fit when it comes to AR development however.
> >
> > I understand the guid thing now, but I don't see the benifit. If you are
> > renaming stuff on the server and you are writing a patch instruction,
> I'd
> > rather have an explicit "rename" step as opposed to "import this and it
> will
> > automatically rename things" step. But maybe my view is different as my
> > company is supplying patches to our customers for ExpertDesk today.
> >
> > Hugo
>
>
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Re: AR System Developer Studio Wishlists

[Hugo Visser]

My bet is that AR Developer Studio will be built on Eclipse and therefore it
will be much easier to integrate with VCS's like CVS and SVN that already
have a team provider in Eclipse. I'm not sure how the copy-merge model of
CVS and SVN are a good fit when it comes to AR development however.

I understand the guid thing now, but I don't see the benifit. If you are
renaming stuff on the server and you are writing a patch instruction, I'd
rather have an explicit "rename" step as opposed to "import this and it will
automatically rename things" step. But maybe my view is different as my
company is supplying patches to our customers for ExpertDesk today.

Hugo

On 8/15/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote:
>
> Axton,
>
> I hear you. But your starting to drift into version control stuff, and
> I think there are good open sourced solutions for that. I do agree
> that version/release control are important things, but I want to walk
> before we try to run. :)
>
>
> As far as OOB customizations go I think the answer is a bit
> simpler than making the installers do all the work.
>
> A) The GGUID's allow the installers to find the "right objects".
>
> B) Before the install the customer needs to review all Removed objects
> (fields, workflow, etc) to verify that those removals will not break
> anything they have customized. ( This is mostly driven by better
> change documentation for the OOB patches/versions. )
>
> C) One of the main pain points for OOB customizations are in the form
> views. BMC adds a new field to a form an they have to put it on the
> form somewhere for the users to be able to use it. But the customer
> has totally moved stuff around because they did not want to see "BMC
> Software" (or the "blue" color from that "state up north") on all of
> their UI.
>
> Your solution would leave the installer with the task of "doing the
> right thing" with the customizations.
>
> I think the right answer is to extend the "enable/disable" logic to
> views. If the customer wants a different view, then they copy the view
> and disable the OOB view. Then they make all the changes they want.
> (Only one enabled view for a given local/label would be allowed, but
> multiple disabled views per local/label should be fine.)
>
> The installer only changes the OOB view.
>
> Yes the customer needs to decide how to make changes to their view
> after the installer is finished, but that is the price you pay for
> changing the look and feel. ( IMHO, the customer took ownership of it,
> and they have to keep maintaining it. ) And changes like
> "Adding/Removing of fields" should be well documented and identified
> for customers to access before they install the OOB patch/version.
>
>
> Now after the customer finishes applying the patch to dev and fixing
> their custom UI's then they can get an updated def to be applied to
> prod after they finish the installers. And all should be good again.
>
>
> C) There could still be issues with workflow too. However, the OOB
> objects that were disabled before the patch/install should be
> "re-disabled" at the end of the patch/version install process too.
> (Again, GGUID would allow this logic to work efficiently.)
>
>
> D) After the install the customer needs to review any and all New
> objects (fields, workflow, etc) Maybe some of the customizations can
> now be removed? Maybe they need tweaked? etc...
>
>
> It is not a fully automated "patch any change you made", but it would
> greatly reduce the pain for most customers.
>
> (And the install verification should still be able to work 100% of the
> time. :)
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
> On 8/15/07, Axton <[EMAIL PROTECTED]> wrote:
> > A checksum that accompanies the gguid (generated based on the object
> > properties and gguid) for the object would be nice as well.  This
> > could be used by things like upgrade installers to generate a list of
> > objects that have been changed but retained the original gguid.  App
> > installers could then be aware of which objects to update and which
> > ones to include in a report of exceptions.  This would probably work
> > very well for things like application patches, but still miss the
> > target for full application upgrades.
> >
> > 
> > It would be nice to see BMC get into the practice of providing patches
> > for the applications on a regular basis, in an automated way (not the
> > import def X, arx Y, then def Z).  The application versions could then
> > be tags at patch level A, B, C. etc.
> >
> > The patch process could be an executable or arf plugin that simply
> > retrieves a list of available patches from a BMC patch server,
> > generates a list of the patches, then gives you the option of whether
> > or not you want to apply one or all of the available patches.  No more
> > upgrades, just staying curr

Re: Poll: Official support for the .NET API

[Hugo Visser]

What about all of the administration stuff in the API? Also, for large
amounts of data transfer XML is not really the right vehicle IMHO. A binary
protocol is usually a better fit, performance wise. It would be nice however
if that protocol would be "open" so that people that like Ruby can use that
:)

Hugo

On 8/14/07, John Sundberg <[EMAIL PROTECTED]> wrote:
>
> ** I sort of think the whole conversation is going the wrong direction.
>
> I think BMC should create a rockin great version of Kinetic Link - and
> expose everything as XML from the server itself. Then go ahead - chose any
> language you want. (My preference - Ruby)
>
> The APIs only create/read/update/delete anyway. (Not like it does active
> links etc...) Oh - and they get background server info - but I just see that
> as read.
>
> -John
>
> On 8/14/07, Easter, David <[EMAIL PROTECTED]> wrote:
> >
> > ** Hi All,
> >
> >   I've posted a new poll at the BMC Developer's Network regarding
> > official Support for the .NET API.  You can find it on the right side of the
> > screen in the AR System (Public) forum found at:
> >
> > http://developer.bmc.com/jiveProd/forum.jspa?forumID=10
> >
> >   Please stop by and cast your vote!
> >
> > Thanks,
> >
> >  -David J. Easter
> > Sr. Product Manager, Service Management Business Unit
> > BMC Software, Inc.
> > __20060125___This posting was submitted with HTML in
> > it___
>
>
>
>
> --
> 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
> [EMAIL PROTECTED] __20060125___This
> posting was submitted with HTML in it___

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Re: AR System Developer Studio Wishlists

[Hugo Visser]

Hi Carey,

Quite, a list but I'll just pick one :)

On 8/15/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote:
>
> * STOP using names as the unique identifier for an ARS object. An
> internal GUID would go a long way to making the whole development
> process easier. ( Change a name and move it to production and it
> should stomp on the old name of the object. )
>
>
>
I'm not sure if I understand that. Would you like to have duplicate Active
Links for example which differ in functionality and GUID? To me that would
be development hell!

Hugo

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Re: Java Memory Leak?

[Hugo Visser]

When looking at Java memory usage you should be aware that when you allow a
certain heap size, this doesn't mean all of the heap is actually used at
some point. A good behaving Java app will allocate up to the max heap, both
"active" object and "dead" objects that are about to be garbage collected.
Over time the garbage will be collected by the VM and the memory usage of
java.exe might drop. Or not. It really depends on your JVM and the settings
you are using.

So what I'm saying is, don't look at the java.exe memory usage, it's just an
indication of what is going on. If you really like to monitor the memory,
hook up a tool like jconsole so see how the allocated memory is used by the
VM. Typically Mid-Tier sucks all of the memory available up to a certain
amount, depending on your application. Some would call that leaking, others
would call that design :P

Hugo

On 8/10/07, Axton <[EMAIL PROTECTED]> wrote:
>
> What are the min and max allowed heap?  If 950mb is in the range, then
> it is acting as expected.  Typical mid-tier configurations have 1gb
> max heap size.
>
> Axton Grams
>
> On 8/10/07, Sokol, Brian <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> > Hi All,
> >
> > The Java process on my Mid Tier seems to be taking up more and more
> memory.
> > Jave.exe was taking up 950MB.I restarted it and now it is up to
> 137MB.  I am
> > using 1.4.2_13 on Windows 2003 and Mid Tier 7.01. Anyone know if this
> > version of Java has a leak?
> >
> > thanks
> >
> > Brian Sokol
> > Manager, Desktop Services
> > Scholastic Inc.
> > 557 Broadway
> > NY, NY 10012
> > (212) 343-6494
> > http://www.Scholastic.com
> > __20060125___This posting was submitted
> > with HTML in it___
>
>
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>

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Re: Authentication problem in Remedy LDAP for passwords with special characters.

[Hugo Visser]

Fred is right here, you are building a new URL you should escape the special
characters in the url. Anything else does not count as a valid url and might
work (on IIS for example) or might not work (on anything else :P)

URLEncoder would be the class you'd use for this in Java.

Hugo

On 8/9/07, Prasan Katti <[EMAIL PROTECTED]> wrote:
>
> ** No..all the data is being posted as plain text. Should I encode the
> password??
> Also, I noticed that the Remedy login.jsphas  enctype="x-www-form-encoded" in 
> the  tag...would this make a
> difference?
>
> Thanks,
> Prasan.
>
>
> On 8/9/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote:
> >
> > ** Are you URL encoding the special characters inside the password
> > variable?
> >
> >  --
> > *From:* Action Request System discussion list(ARSList) [mailto:[EMAIL 
> > PROTECTED]
> > *On Behalf Of *Prasan Katti
> > *Sent:* Thursday, August 09, 2007 3:30 PM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* Re: Authentication problem in Remedy LDAP for passwords with
> > special characters.
> >
> >
> > ** Additionally, we have a custom login.jsp page and are basically using
> > the Java api to authenticate users as shown below:
> >
> >
> > ARServerUser ctx=new ARServerUser(username,password,locale,server,port);
> >  try
> >  {
> > ctx.login();
> > auth= true;
> >   }
> >   catch(Exception e)
> >   {
> > auth = false;
> > errMsg="Please check the username/password";
> >   }
> >   finally
> >   {
> > ctx.clear();
> >   }
> > if(auth)
> > {
> >  String
> > url="/arsys/servlet/ViewFormServlet?form=APPFORM&server="+server+"&username="+username+"&pwd="+password+"&mode=create";
> >
> >  response.sendRedirect(url);
> >  }
> >
> > Also, just found out that the passwords work fine with the default
> > login.jsp in the mid-tier. So could this problem have to do something
> > with the above code using Java api or the server JVM??
> >
> > Thanks,
> > Prasan.
> >
> >
> > On 8/9/07, Prasan Katti <[EMAIL PROTECTED] > wrote:
> > >
> > > The ARS server is running on Solaris 9 but the LDAP server is on Suse
> > > Linux.
> > >
> > > On 8/9/07, Grooms, Frederick W <[EMAIL PROTECTED] > wrote:
> > > >
> > > > ** What OS is the ARS Server running on?
> > > >
> > > >  --
> > > > *From:* Action Request System discussion list(ARSList) 
> > > > [mailto:arslist@ARSLIST.ORG
> > > > ] *On Behalf Of *Prasan Katti
> > > > *Sent:* Thursday, August 09, 2007 2:51 PM
> > > > *To:* arslist@ARSLIST.ORG
> > > > *Subject:* Authentication problem in Remedy LDAP for passwords with
> > > > special characters.
> > > >
> > > >
> > > >  Hello Listers,
> > > >
> > > > We have recently started using the AREA LDAP plugin to authenticate
> > > > our remedy users with the LDAP server.
> > > > We are cross referencing blank passwords and are having problems
> > > > authenticating users whose password contain special characters (#,@,& 
> > > > etc).
> > > > We are able to authenticate these users against the LDAP server
> > > > using a different client (like LDAP Browser), so the problem could be 
> > > > with
> > > > the Remedy plugin.
> > > > The LDAP server is basically the Novell eDirectory used within the
> > > > organization.
> > > > If anybody here has faced similar problems before or if I am missing
> > > > something obvious (server settings?), please let me know.'
> > > >
> > > > The server environment is ARS 6.3 patch 21, Tomcat 2.0.51 running on
> > > > Oracle 9i database.
> > > >
> > > > Thanks in advance,
> > > > Prasan.
> > > >
> > > >
> > > > __20060125___This posting was submitted with
> > > > HTML in it___
> > >
> > >
> > >
> > __20060125___This posting was submitted with HTML in
> > it___
> > __20060125___This posting was submitted with HTML in
> > it___
> >
>
> __20060125___This posting was submitted with HTML in
> it___
>

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Re: Java Memory Leak?

[Hugo Visser]

Hi Brian,

It is very unlikely that the JAVA VM has a memory leak of that amount of
memory. Most of the time it's the JAVA Application (your app server and
Mid-Tier) that is more likely to leak memory or maybe more acurate "hold on
to memory".

You are not running the latest 1.4.2 version however, a changelog of what's
fixed in the latest patches is here
http://java.sun.com/j2se/1.4.2/ReleaseNotes.html.

Personally I think you are seeing "normal" Mid-Tier leak..errm...behaviour,
I'd be suprised if it was solved by a JVM upgrade only.

Hugo

On 8/10/07, Sokol, Brian <[EMAIL PROTECTED]> wrote:
>
> **
>
> Hi All,
>
> The Java process on my Mid Tier seems to be taking up more and more
> memory. Jave.exe was taking up 950MB.I restarted it and now it is up to
> 137MB.  I am using 1.4.2_13 on Windows 2003 and Mid Tier 7.01. Anyone know
> if this version of Java has a leak?
>
> thanks
>
> Brian Sokol
> Manager, Desktop Services
> Scholastic Inc.
> 557 Broadway
> NY, NY 10012
> (212) 343-6494
> *http://www.Scholastic.com* 
>  __20060125___This posting was submitted with HTML in
> it___

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Re: Help on Jar files

[Hugo Visser]

Ravi,

The jars only won't cut it. You also need the native libraries and ofcourse
the documentation. I suggest that you either get those files from Axton's
site http://arswiki.org/projects/arapi or from a server install that has the
API files installed in a separate folder.

Hugo

On 8/8/07, Sam Rx <[EMAIL PROTECTED]> wrote:
>
> ** if you are looking for arapi63.jar or arapi70.jar then you can find
> these files in your AR Server installation directory (Windows).
>
> -Sam
>
>
> On 8/8/07, Ravikumar_Tadi <[EMAIL PROTECTED]> wrote:
> >
> > Hello Listers,
> >
> > Does anybody know if there is a place where we can download the JAR
> > files that we require to do some programming in Java on Remedy ? I have an
> > opportunity to do a basic research to send in multiple remedy tickets using
> > a web application controlled by us. Any Idea?
> >
> >
> > Regards,
> > Ravi
> >
> >
> >
> >
> >
> >
> >
> >
> > DISCLAIMER:
> > This email (including any attachments) is intended for the sole use of
> > the intended recipient/s and may contain material that is CONFIDENTIAL AND
> > PRIVATE COMPANY INFORMATION. Any review or reliance by others or copying or
> > distribution or forwarding of any or all of the contents in this message is
> > STRICTLY PROHIBITED. If you are not the intended recipient, please contact
> > the sender by email and delete all copies; your cooperation in this regard
> > is appreciated.
> >
> >
> > ___
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where
> > the Answers Are"
> >
>
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Re: OT: Attachement Updation - File Contents Changed

[Hugo Visser]

Stephen,

That's very clever, thanks for sharing :) Maybe BMC should put some kind of
PERFORM-ACTION-FOOBAR to do this in a DB independent way.

Hugo

On 8/2/07, Heider, Stephen <[EMAIL PROTECTED]> wrote:
>
> ** Hugo,
>
> Your post got me thinking: How can you determine if the file contents have
> changed?  I have wanted to create something like this for a while... so I
> just wrote this SQL Server 2000 function that returns the checksum of an
> attachment field (actually any field of Image data type.  The current and
> new values could be compared to see if it changed.  You can also use this to
> find duplicates in the attachment fields in your system.
>
> CREATE FUNCTION dbo.udf_GetImageChecksum
> (
>  @ImageField IMAGE
> )
> RETURNS INT
> AS
> BEGIN
>  DECLARE @Len BIGINT,
>@Pos BIGINT,
>@CheckSum VARCHAR(8000)
>
>  SET @Len = DATALENGTH(@ImageField)
>  SET @Pos = 1
>  SET @CheckSum = ''
>
>  WHILE @Pos < @Len
>  BEGIN
>
>   SET @CheckSum = @CheckSum + CONVERT(VARCHAR,
> BINARY_CHECKSUM(SUBSTRING(@ImageField, @Pos, 8000)))
>
>   IF LEN(@CheckSum) > 7900
>SET @CheckSum = CONVERT(VARCHAR, CHECKSUM(@CheckSum))
>
>   SET @Pos = @Pos + 8000
>  END
>
>  RETURN CHECKSUM(@CheckSum)
> END
>
> In a Set Fields SQL command:
>
> SELECT dbo.udf_GetImageChecksum(c536880912)
> FROM b611c536880912
> WHERE entryId = 'ATTACH16929'
>
>
> HTH someone.
>
> Stephen
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Hugo Visser
> *Sent:* Thursday, August 02, 2007 5:15 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Attachement Updation
>
> ** You cannot compare the file contents, but using TR you should be able
> to detect that a file was attached again (if the DB value wasn't $NULL$).
> The "value" contains the file size in bytes, the compressed size in the DB
> and the full filename on the client.
>
> Also note that user cannot change the attachment from the attachment field
> without re-attaching it. Just changing the attachment (open->edit->save)
> doesn't update the DB, it only updates the local temporary copy of the file.
>
>
> Hugo
>
> On 8/2/07, Meenakshinathan <[EMAIL PROTECTED]> wrote:
> >
> > Hi Robert,
> >
> > Thanks for the information.
> >
> > Anyhow this solution is not working. Remedy stores the attachments in
> > the following way ,(i am sure. but
> > it might bytes),.
> >
> > I am not user this TR and DB can apply for attachement fields.
> >
> > can any one give me a alternative solution on this? Looking for your
> > inputs.
> >
> > Thanks,
> > Meenakshinathan
> >
> >
> > On Jul 28, 2:36 am, Robert Halstead < [EMAIL PROTECTED]> wrote:
> > > I'm not entirely sure on this, but couldn't you do a filter on modify
> > > with a run-if condition as: 'TR.Attachment' != ' DB.Attachment'
> > ??  I'm
> > > not entirely sure how remedy stores the attachments.  It might
> > > work
> > >
> > > Anyone else ??
> > >
> > > On 7/27/07, Meenakshinathan < [EMAIL PROTECTED]> wrote:
> > >
> > > > Hi Listers,
> > >
> > > > In my application, at first stage users can attach 3-4 files. when
> > the
> > > > request assinged to next stage, that next stage user can edit or
> > > > modify the attachment and can upload it again. In this stage my
> > client
> > > > has an requirement like, first stage user to be notified whenever
> > any
> > > > attachement is updated. If anybody came throrough this , can you
> > > > please let me know how do i implement this?
> > >
> > > > Thanks,
> > > > Meenakshinathan
> > >
> > > >
> > ___­
> > > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where
> > the Answers Are"
> > >
> > > --
> > > "A fool acts, regardless; knowing well that he is wrong. The ignoramus
> > > acts on only what he knows, but all that he knows.
> > > The ignoramus may be saved, but the fool knows that he is doomed."
> > >
> > > Robert Halstead
> > >
> > >
> > ___­
> > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where
> > the Answers Are"
> >
> >
> > ___
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> > the Answers Are"
> >
>
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Re: Attachement Updation

[Hugo Visser]

You cannot compare the file contents, but using TR you should be able to
detect that a file was attached again (if the DB value wasn't $NULL$). The
"value" contains the file size in bytes, the compressed size in the DB and
the full filename on the client.

Also note that user cannot change the attachment from the attachment field
without re-attaching it. Just changing the attachment (open->edit->save)
doesn't update the DB, it only updates the local temporary copy of the file.

Hugo

On 8/2/07, Meenakshinathan <[EMAIL PROTECTED]> wrote:
>
> Hi Robert,
>
> Thanks for the information.
>
> Anyhow this solution is not working. Remedy stores the attachments in
> the following way ,(i am sure. but
> it might bytes),.
>
> I am not user this TR and DB can apply for attachement fields.
>
> can any one give me a alternative solution on this? Looking for your
> inputs.
>
> Thanks,
> Meenakshinathan
>
>
> On Jul 28, 2:36 am, Robert Halstead <[EMAIL PROTECTED]> wrote:
> > I'm not entirely sure on this, but couldn't you do a filter on modify
> > with a run-if condition as: 'TR.Attachment' != 'DB.Attachment' ??  I'm
> > not entirely sure how remedy stores the attachments.  It might
> > work
> >
> > Anyone else ??
> >
> > On 7/27/07, Meenakshinathan <[EMAIL PROTECTED]> wrote:
> >
> > > Hi Listers,
> >
> > > In my application, at first stage users can attach 3-4 files. when the
> > > request assinged to next stage, that next stage user can edit or
> > > modify the attachment and can upload it again. In this stage my client
> > > has an requirement like, first stage user to be notified whenever any
> > > attachement is updated. If anybody came throrough this , can you
> > > please let me know how do i implement this?
> >
> > > Thanks,
> > > Meenakshinathan
> >
> > >
> ___­
> > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where
> the Answers Are"
> >
> > --
> > "A fool acts, regardless; knowing well that he is wrong. The ignoramus
> > acts on only what he knows, but all that he knows.
> > The ignoramus may be saved, but the fool knows that he is doomed."
> >
> > Robert Halstead
> >
> >
> ___­
> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where
> the Answers Are"
>
>
> ___
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>

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Re: How hard is it really? Japanese and Chinese on same server as English

[Hugo Visser]

Usually I refrain from plugging our product, but what the heck...

ExpertDesk is out OTB application that has also full localisation support
out of the box. By default we supply English, Dutch, French, German and
Polish locales (views and error messages). On top of that we have a full
data separation feature that allows for multitenacy, transparent for a user
and highly configurable. ExpertDesk is data driven, so for most common
things there's no need to customize the application using the admin tool.

Our website is http://www.expertdesk.com and if you are a small shop you
might be interested in http://www.expertdesk-saas.com

There, I've said it :)

Hugo


On 7/30/07, David Sanders <[EMAIL PROTECTED]> wrote:
>
> **
>
> Hi Geoff
>
>
>
> You're welcome.  Just as an aside, you may be interested to know that our
> own ESS application is delivered 'localization-ready' – that is with all the
> locale fields and amended queries in place necessary to allow you to easily
> add multiple languages to the application.
>
>
>
> Regards
>
>
>
> David Sanders
>
> Remedy Solution Architect
>
> *Enterprise** Service Suite @ Work*
>
> ==
>
> *ARS List Award Winner 2005*
>
> *Best 3rd party Remedy Application*
>
> * *
>
> See the *ESS Concepts 
> Guide*
>
>
>
> tel +44 1494 468980
>
> mobile +44 7710 377761
>
> email [EMAIL PROTECTED]
>
>
>
> web http://www.westoverconsulting.co.uk
>
>
>   --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Geoffrey Endresen
> *Sent:* Monday, July 30, 2007 8:50 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: How hard is it really? Japanese and Chinese on same server
> as English
>
>
>
> ** Thanks for the great information. It makes sense that I need 7.x. I'll
> guess we will plan that first.
>
> -Geoff
>
> On 7/30/07, *David Sanders* < [EMAIL PROTECTED]>
> wrote:
>
> This is a post from David Easter a while ago on using multi-byte character
>
> sets that you might need to bear in mind:
>
>
>   __20060125___This posting was submitted with HTML in
> it___
>

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Re: How hard is it really? Japanese and Chinese on same server as English

[Hugo Visser]

On 7/30/07, David Sanders <[EMAIL PROTECTED]> wrote:

> > To resolve this, I need to calculate MANUALLY what could be the length
> of
> the value with this special characters, and make the field bigger...
>
> Correct.  AR System developers tend to triple the number of single-byte
> characters needed in fields to enable multi-byte or unicode data.  In
> other
> words, if you expect 20 "characters" in English, you should allocate 60
> bytes to the field if the field may contain multi-byte languages.


Well, that's my point. First of all you'd have to manually check the fields
(didn't we have input length for that?) and secondly you need to make your
fields 4 times bigger (to hold 25 chars, size to 100 bytes) because an
unicode character can be 4 bytes wide at most.
This won't always work, for example for a field that should have a limit of
100 characters. BMC can document this all they want, and change the tool
tips of the usertool to "this field can hold up to x bytes", but again, my
users are not thinking bytes, they are thinking characters. So if you'd ask
me if that's proper unicode support, I'd say "no sir" :)

But my bets are on the RFE that we've filed regarding unicode support, it's
"under consideration" for a next major release.

Hugo

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Re: API libraries for Solaris on X86.

[Hugo Visser]

Appajee,

Is it (going to be) documented which classes rely on native libraries when
running against a 7.1 server? I can imagine that if qualifier parsing
requires a dll, and my program doesn't require that, I can leave out the
dll?

Regards,

Hugo

On 7/26/07, Papolu, Appajee <[EMAIL PROTECTED]> wrote:
>
> Jarl
>
> Yes, while implementing stuff in Java and our impulse to use available
> libraries/infrastructure rather than creating our own -- had the unfortunate
> side effect of adding numerous JAR file dependencies (for example, to apache
> stuff, logging, rpc and so on). Given that we have not quite removed the
> native library dependencies -- in the end, the dependency list in fact is
> increased in 7.1 release.
>
> Hopefully in a future release, not only we'll remove the native
> dependencies but also simplify the external jar dependencies (by building
> some kind of all-inclusive arapi jar file(s)). If any of you guys have ideas
> on jar dependency hell and simplifying it -- you're welcome to share those
> with us and recommend us pursue certain technique/idea/product(s) to
> simplify the AR API deployment bundle.
>
> Regards
> Appajee
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] On Behalf Of Jarl Grøneng
> Sent: Wednesday, July 25, 2007 11:44 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: API libraries for Solaris on X86.
>
> Wow, this is just awesome!
>
> How many jars are needed to run a version 7.1 java program? I suspect
> tons of them :-)
>
> --
> Jarl
>
>
> On 7/25/07, Papolu, Appajee <[EMAIL PROTECTED]> wrote:
> > Sure you can.
> >
> > In fact in the 7.1 Java API, we have implemented the necessary rpc
> version mapping infrastructure as well, but it is validated for 7.0/7.0.1
> only. What that means is -- the client program runs the pure Java code in
> issuing AR API's underlying RPC calls when interacting with servers of
> version 7.0 or greater. However if the client is interacting with older
> servers (say 6.3 or even older), then the Java API silently falls back to
> delegating the calls to underlying JNI code, which in turn calls C API which
> has rich implementation of RPC version mapping. All of this happens
> transparently to client program any ways, so in essence, the Java API
> clients of 7.1 version can indeed talk to same or older or newer versions
> of Server as were before. Only thing is that for legacy server interactions,
> the Java API relies on its legacy infrastructure (JNI/C API combo) in 
> 7.1release.  In future, as indicated in previous email note, this will change 
> (
> i.e. improve RPC version mapping layer within Java API) so that this
> native dependency is also eliminated.
> >
> > Hope this helps.
> > Appajee
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] On Behalf Of Jarl Grøneng
> > Sent: Wednesday, July 25, 2007 10:50 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: API libraries for Solaris on X86.
> >
> > Appajee,
> >
> > Can you connect from 7.1 java api to a 7.01 server?
> >
> > --
> > Jarl
> >
> >
> ___
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> >
>
>
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Re: View Field wierdness - disappreaing marquee

[Hugo Visser]

David,

I think it's a WUT bug. In ExpertDesk we sometimes encounter the same
problem, though not always. It looks like a temporary file is created and
shown in the view field. But the file is also deleted at some point. When
the file doesn't exists anymore the view field displays a not found error.
I've not found a good work around for it, fortunately it works correctly
most of the time.

Hugo

On 7/5/07, David Sanders <[EMAIL PROTECTED]> wrote:


**

Attachment changed to .txt extension – change it back to .zip

Hi List



Has anyone come across this situation and found a workaround?  I have a
View field on a console that I am setting with some simple HTML to display a
scrolling marquee.  This works fine (ish).



If I load the marquee on Window Loaded and then perform any action that
does a commit from a dialog, the view field gets set with the path to a
temporary file.  The strange thing is, if I reload the marquee into the View
field by clicking a reload button, the problem subsequently goes away.  It
only happens if the View field is set with a Window Open/Loaded trigger.



I've tried using PERFORM-ACTION-ACTIVE-LINK 1  on window loaded
to click the button automatically, but this doesn't cure the problem.  You
have to actually click the reload button in the user tool to solve the
issue.  This is a pain for users and I want to avoid them having to click
the button.



I'm attaching a small def to demonstrate this – click the Question button
after you've opened the TestMarquee form to see the error.  Click the reload
button to reload the marquee, then the Question button again to see that the
issue is now corrected.  I'm on WUT 7.0.0 p002.



Any ideas?



David Sanders

Remedy Solution Architect

*Enterprise** Service Suite @ Work*

==

*ARS List Award Winner 2005*

*Best 3rd party Remedy Application*

* *

See the *ESS Concepts 
Guide*



tel +44 1494 468980

mobile +44 7710 377761

email [EMAIL PROTECTED]



web http://www.westoverconsulting.co.uk


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Re: Using API to call a ActiveLink

[Hugo Visser]

Hi Julio,

The short answer is that you can only trigger filters by submitting or
modifying data. Escalations are timed filters which you basically cannot
force to trigger. Active links are client side workflow objects and cannot
be "triggered" on the server.

But I would recommend you to look at the basic AR System concepts first and
then dive into the C or Java API's.

Hugo

On 7/3/07, Julio C M Lima <[EMAIL PROTECTED]> wrote:


**

Hi,



I would like to know if is possible , through an API call, to invoke  an
Escalation or a Filter.

Anybody has already tried it?



Thanks a lot!



Julio Cesar de Melhado e Lima

Software Architect

Hypercom Latin America

www.hypercom.com



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Re: How to create an AD account using Remedy vendor form?

[Hugo Visser]

If the problem is just that the request id / samAccountname is null, then
you could always map another character field to the samAccountName and use
that for updating.

Hugo

On 6/25/07, Roney Samuel Varghese <[EMAIL PROTECTED]> wrote:


Dear Dmitry,

LDAP_OBJECT_CLASS_VIOLATION: Indicates that the add, modify, or modify DN
operation violates the object class rules for the entry. For example, the
following types of request return this error:


   1. The add or modify operation tries to add an entry without a value
   for a required attribute.
   2. The add or modify operation tries to add an entry with a value
   for an attribute which the class definition does not contain.
   3. The modify operation tries to remove a required attribute without
   removing the auxiliary class that defines the attribute as required.


So in your case I believe the  1 or 2nd case holds true. Try to validate
all the date before you push the data to the vendor form. If you have
problems generating a request id use a Request ID generator form instead.
Hope this helps

Regards.
Roney Samuel Varghese


On 6/25/07, Bezhenar, Dmitry <[EMAIL PROTECTED] > wrote:
>
> ** Hello List,
>
> I am just curious if it is possible to create AD accounts using vendor
> forms? I tried to create one, but got this error -
>
> The LDAP operation has failed : Object class violation (LDAPERR
> 65)207B: UpdErr: DSID-03050FB5, problem 6002 (OBJ_CLASS_VIOLATION), data
> 0
>  (ARERR 3377)
>
> I think the problem is Request ID field (samAccountname in my case).
> Remedy does not allow to enter data into this Request ID field during
> request creation and I have absolutely no idea how to avoid this.
>
> Any help would be highly appreciated.
> Thank you.
>
>
> Kind Regards / C уважением
>
> Dmitry Bezhenar
> __20060125___This posting was submitted with HTML in
> it___

Re: OT: new free Windows-tool RRR|HelpText

[Hugo Visser]

There's a little hint on the pricing in the subject line of the email :)

Hugo

On 6/25/07, Serouche Rahimpour <[EMAIL PROTECTED]> wrote:


hello,

something I missed or still didn't find out: how much does it cost ?
Thanks.
Serouche


Misi Mladoniczky wrote:
> Hi,
>
> Managing Help Texts in Remedy has allways been a pain.
>
> I would think that the screenshot speaks for itself:
> http://rrr.se/c/online/l/rrrhelptext.png
>
> Documentation: https://www.rrr.se/c/doc/RRR_HelpText.pdf
>
> Download: https://www.rrr.se/cgi/helptext/main
>
> Best Regards - Misi, RRR AB, http://www.rrr.se
>
> Products from RRR Scandinavia:
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
logs.
> * RRR|Translator - Manage and automate your language translations.
> Find these products, and many free tools and utilities, at http://rrr.se
.
>
>
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Re: Pushing Values to TCO:Cost form

[Hugo Visser]

Tarun,

Sorry, but Stephen is spot on. From the manual:

"Warning:Typically, you should optimize the Push Field If qualification for
best system performance. In most circumstances, the Push Field If
statement will run a query to retrieve the list of requests in which you
will
push data values.
However, there is one major exception to this rule. When you use the Push
Fields action to always create a request—by entering no qualification in
the Push Field If field, selecting Create a New Request from the If No
Requests Match list, then selecting Take No Action from the If Any
Requests Match list—the AR System server will not scan the entire
database and will force a submission."

No need for a false qualification.

Hugo

On 6/11/07, Sharma, Tarun <[EMAIL PROTECTED]> wrote:


**

Stephen,



No, if we use push field if blank then it will create problem if someone
is not using unqualified search. So it is better to use any false condition
to make it qualified search.



Regards,

Tarun


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Heider, Stephen
*Sent:* Monday, June 11, 2007 7:27 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Pushing Values to TCO:Cost form



You can also create a new record by leaving the Push Fields If blank
(instead of adding 1=2).  Just set the If No Requests Match to "Create a New
Request" and If Any Requests Match = "Take No Action"



Stephen


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Antonio Maradiaga
*Sent:* Monday, June 11, 2007 9:53 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Pushing Values to TCO:Cost form

**

Rick,



My qualification used was $TCO_CostEID$ != $NULL$



Just updated my qualifcation to 1=2 and its working.  THanks for your help
sir,



~Antonio



On 6/11/07, *Rick Ponzo* <[EMAIL PROTECTED]> wrote:

Hi Antonio,

What is the qualification you are using to to create the new record?
One sure way to create the record is to Push Field If 1=2.

Rick Ponzo
IntegrITS Corporation


Antonio Maradiaga wrote:
> **
> All,
>
> Trying to push values to the TCO:Costs form to create a new record
> from a staging form I've created.  I'm passing all the required
> fields, but my filter keeps modifying the same record instead of
> creating a new entry in the TCO:Costs form.  I'm currently using:
>
> ARS v6.3 on Win 2K3 server
> ITSM v5.6
> SQL Server
>
> Has anyone worked with the TCO:Costs form and can anyone tell me why
> my "Create new request" option on my push fields action is not
> creating new records?
>
> Thanks.
>
> ~Antonio
> __20060125___This posting was submitted with HTML
> in it___

--
Rick Ponzo
IntegrITS Corporation
[EMAIL PROTECTED]


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Re: Hypothetical

[Hugo Visser]

Agreed, what I ment to say was that the tool is quite allright (at least
from my perspective), the way you do stuff with it can make an application
more or less complex. But I guess that's the general "good input, good
output" rule :)

Hugo

On 6/8/07, Rick Cook <[EMAIL PROTECTED]> wrote:


** Yeah, it does say somethat that all of the competing products (ESS,
ExpertDesk, Kinetic, Entuition, etc.) use tons less workflow to accomplish
the same thing that ITSM does.  Not saying that any of those are better or
worse, just more tightly architected.

*Rick*
--
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Hugo Visser
*Sent:* Friday, June 08, 2007 1:30 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Hypothetical

** What really disappoints me is that they are using vendor forms all over
the place nowadays. That looks to me like "hey we couldn't do it in
workflow, so we built a plugin". Doesn't that mean something?

Oh and while I'm on rant mode, could we please have a "export but ignore
all of the standard AR System forms and workflow" option? Back in the days
we only had "Group" and "User'...

Btw our "competing" application is called ExpertDesk, is very adaptable
both through data and workflow. (and it has about 50% less workflow while
providing enterprise featues).

Hugo

On 6/8/07, Robert Molenda <[EMAIL PROTECTED]> wrote:
>
> Axton - you think too much outside the box :) Just like so many of us
> on this list :) :) We need more of this thinking again!!!
>
> I have actually been wondering about this for some time now, especially
> in the area of CMDB and 'Re-development' or 'Module Integration' so to
> say.
>
> The BMC CMDB while being 'OK' (not to take this completely off topic) is
> such an overhead that a much simpler and "customer fitting design" would
> be so much more performant to the ARSystem and other applications...
> (none the less cheaper and easier to maintain at times!)
>
> At what point will BMC begin to limit customizations? Imagine if the
> install of say Incident Management installed all objects in "Locked
> Mode"...
>
> I wonder at times if BMC forgot the first envisioned cause for ARS...
> Rapid Application Development, Flexible Workflow, ...
>
> Robert
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
> Sent: Thursday, June 07, 2007 6:28 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Hypothetical
>
> I don't know what BMC's criteria are for approval, but I do know that
> there are already competing Service Management products out there,
> what's the point of a few more, unless someone thinks they've
> architected the code better than BMC does?
>
> Rick
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> Sent: Thursday, June 07, 2007 4:24 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Hypothetical
>
> hmmm... probably if you write it first and big brother likes it, you're
> SOL.
> Prepare to be bought or dropped (aka, prepare to be boarded)?  I guess
> there's money to be made there, but geez, what a disappointment...
>
> Axton Grams
>
> On 6/7/07, patrick zandi < [EMAIL PROTECTED]> wrote:
> > **
> > Woo,  So first inventor win's ? as long as you pay and have it locked.
>
> > huh ..
> > Land Grab..
> >
> >
> > On 6/7/07, Axton < [EMAIL PROTECTED]> wrote:
> > >
> > > Just a hypothetical question.
> > >
> > > Deployable applications, which include the ability to enforce user
> > > fixed/floating licenses, are available to partners/ISVs.
> > >
> > > Partners are not allowed to write competing products.
> > >
> > > Does this mean that companies/people attempting to write apps that
> > > are similar in nature to those that Remedy offers are in a catch22
> > > situation?
> > >
> > > Axton Grams
> > >
> > >
> > __
> > _
> > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > > ARSlist:"Where
> > the Answers Are"
> > >
> >
> >
> >
> > --
> > Patrick Zandi __20060125___This posting was
> > submitted with HTML in it___
>
> 
> 

Re: Hypothetical

[Hugo Visser]

What really disappoints me is that they are using vendor forms all over the
place nowadays. That looks to me like "hey we couldn't do it in workflow, so
we built a plugin". Doesn't that mean something?

Oh and while I'm on rant mode, could we please have a "export but ignore all
of the standard AR System forms and workflow" option? Back in the days we
only had "Group" and "User'...

Btw our "competing" application is called ExpertDesk, is very adaptable both
through data and workflow. (and it has about 50% less workflow while
providing enterprise featues).

Hugo

On 6/8/07, Robert Molenda <[EMAIL PROTECTED]> wrote:


Axton - you think too much outside the box :) Just like so many of us
on this list :) :) We need more of this thinking again!!!

I have actually been wondering about this for some time now, especially
in the area of CMDB and 'Re-development' or 'Module Integration' so to
say.

The BMC CMDB while being 'OK' (not to take this completely off topic) is
such an overhead that a much simpler and "customer fitting design" would
be so much more performant to the ARSystem and other applications...
(none the less cheaper and easier to maintain at times!)

At what point will BMC begin to limit customizations? Imagine if the
install of say Incident Management installed all objects in "Locked
Mode"...

I wonder at times if BMC forgot the first envisioned cause for ARS...
Rapid Application Development, Flexible Workflow, ...

Robert

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, June 07, 2007 6:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hypothetical

I don't know what BMC's criteria are for approval, but I do know that
there are already competing Service Management products out there,
what's the point of a few more, unless someone thinks they've
architected the code better than BMC does?

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Thursday, June 07, 2007 4:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hypothetical

hmmm... probably if you write it first and big brother likes it, you're
SOL.
Prepare to be bought or dropped (aka, prepare to be boarded)?  I guess
there's money to be made there, but geez, what a disappointment...

Axton Grams

On 6/7/07, patrick zandi <[EMAIL PROTECTED]> wrote:
> **
> Woo,  So first inventor win's ? as long as you pay and have it locked.

> huh ..
> Land Grab..
>
>
> On 6/7/07, Axton <[EMAIL PROTECTED]> wrote:
> >
> > Just a hypothetical question.
> >
> > Deployable applications, which include the ability to enforce user
> > fixed/floating licenses, are available to partners/ISVs.
> >
> > Partners are not allowed to write competing products.
> >
> > Does this mean that companies/people attempting to write apps that
> > are similar in nature to those that Remedy offers are in a catch22
> > situation?
> >
> > Axton Grams
> >
> >
> __
> _
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > ARSlist:"Where
> the Answers Are"
> >
>
>
>
> --
> Patrick Zandi __20060125___This posting was
> submitted with HTML in it___



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Re: SVN with Remedy

[Hugo Visser]

Unfortunately only VSS is supported. There are some products that enable you
to work with subversion in products that have the scc interface such as
Remedy has, but I haven't been able to get those working correctly with the
AR System.

Hugo

On 5/30/07, Mudit Chaudhry <[EMAIL PROTECTED]> wrote:


** Hello Listers,

We are exploring use of SVN as code repository for remedy. Has anyone done
this before. Please do share any ideas you might have on how this can be
done.

Thanks
Mudit

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Re: Problem with function FreeARQualifierStruct

[Hugo Visser]

Hi Ben,

I think the API ref is targeted at plugin developers, I got the described
behaviour when running debug builds. The errors go away if you build your
debug build against the release version of the crt (if using the correct
runtime). But then I again I think that passing around chunks of memory and
freeing them "at the other side" is a bad idea to start with.

I'm worried to hear that the problem also pops up on unixes. Nowdays most of
our custom developments are Java based but in the past we build C api's that
where mainly build and tested on Windows and then recompiled and tested on
the unix boxes. But this kind of errors could produce leaks that would stay
undetected on the unix versionsI hope BMC did it right in their native
Java API parts :)

Hugo

On 5/29/07, Ben Chernys <[EMAIL PROTECTED]> wrote:


** Hi Hugo,

As I said, I got exactly the same results on a Sun sparc running Solaris
5.9 with and without ElectricFence (a free malloc replacement that is used
to debug malloc issues - will work with Linux!).  This will tend to rule out
anything to do with msvcrt.dll versions although certainly this smacks of
the same problem.

The problem seems to be a stack hit that tends to wipe out a return
address and cause other random effects.

As for the API Ref's comment, my debug versions were not blowing up, the
non-debug versions were.  Albeit all are made with the wrong versions of VS
but with the recommended libs.

Anyhow, getting similar symptoms on a different box and OS would, as I
said, tend to rule out this.  And yes, my workaround would also be work for
the reasons you're hinting at.

Cheers
Ben
 --
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Hugo Visser
*Sent:* May 29, 2007 10:19 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Problem with function FreeARQualifierStruct

** Most likely you are compiling against a different msvcrt version then
the Remedy API is compiled against. I've run in to this when writing
plugins, aparently it's also an issue with "normal" API's. What happens is
that somewhere along the line the Remedy API allocates some memory. But
since the API is compiled against a different msvcrt, the memory is
allocated from a different heap. When you try to free the pointer to the
allocated memory in your program, the memory region cannot be free'd because
it wasn't allocated on your own heap.

When coding plugins, the server will pass in a struct and you should
allocate memory that the server attempts to free. At this point the same
problems will occur. If you provide your own FreeAR* equivalents you should
be fine, since you are managing your own heap again.

Unfortunately the versions of msvcrt are tied to the versions of Visual
Studio. VS 6 will use msvcrt.dll, VS.NET will use msvcrt7.dll (or
something like that) etc. The C API guide has a comment about the versions
of Visual Studio you should use for a particular version of the API, to
prevent heap allocation problems.

I'm not sure if this is also a problem on unix platforms, but I don't
think so as the libc is a system component on unix, so every api that links
to libc uses the same heap, if linked dynamically.

Hugo


On 5/29/07, Ben Chernys <[EMAIL PROTECTED]> wrote:
>
> ** As I said, I don't understand it.  I just know that since I made that
> change, I am 100% stable again.
>
> I do not know the intimate details of the driver source though I
> (of-course) have looked at it and even use it (the binary) on occasion. I
> certainly haven't made it for ages!  If you do find some underlying reason,
> I would appreciate knowing about it.  But as an experiment, just comment out
> your Free() call when you do the malloc'ing and see what happens.
>
> Cheers
> Ben
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Beketov Danila
> *Sent:* May 29, 2007 9:41 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Problem with function FreeARQualifierStruct
>
> **
>
> But "driver" define qualifier in the same way (malloc), for example see
> function APIARGetListEntry in api.c, and FreeAR.. works without errors.
>
> Why ???
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Ben Chernys
> *Sent:* Tuesday, May 29, 2007 11:16 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Problem with function FreeARQualifierStruct
>
>
>
> Addendum:
>
>
>
> I might add that the results are also consistent (in their inconsistency
> at least) on a different OS and hardware platform.  One in which I can trap
> buffer overwrites, double frees and the like on the i

Re: Problem with function FreeARQualifierStruct

[Hugo Visser]

From the C API Reference guide:


**
Before you write C API programs, you must verify system requirements and
install the API package, which includes the following components:

Microsoft Visual Studio .NET 2003 or later, or built with Microsoft Visual
C++ version 7.0 (for Windows)

 Code generation: Multithreaded DLL

 Structure member alignment: 8 bytes (default)

 Set code generation to Multithreaded DLL, not Debug Multithreaded
DLL. Where other included libraries cause conflicts, add
/nodefaultlib:"MSVCRTD" to the project options to avoid using the
Debug C runtime library. If your program references this library at
runtime, memory management errors will occur when memory pointers
are referenced by both the Debug and Release C runtime libraries.
***

They state .NET 2003 "or later", but that is not what I experienced. If
possible try the same in VS.NET 2003, and test with a release build.
The 7.01 API is linked against MSVCR71.DLL, while 2005 is using MSVCR80.DLL.

Hugo


On 5/29/07, Beketov Danila <[EMAIL PROTECTED]> wrote:


**

I use MS Visual Studio .NET 2005 (8.0), lib–files I get from Remedy 7.01and I 
have problem with FreeAR…()


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Hugo Visser
*Sent:* Tuesday, May 29, 2007 12:19 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Problem with function FreeARQualifierStruct



** Most likely you are compiling against a different msvcrt version then
the Remedy API is compiled against. I've run in to this when writing
plugins, aparently it's also an issue with "normal" API's. What happens is
that somewhere along the line the Remedy API allocates some memory. But
since the API is compiled against a different msvcrt, the memory is
allocated from a different heap. When you try to free the pointer to the
allocated memory in your program, the memory region cannot be free'd because
it wasn't allocated on your own heap.

When coding plugins, the server will pass in a struct and you should
allocate memory that the server attempts to free. At this point the same
problems will occur. If you provide your own FreeAR* equivalents you should
be fine, since you are managing your own heap again.

Unfortunately the versions of msvcrt are tied to the versions of Visual
Studio. VS 6 will use msvcrt.dll, VS.NET will use msvcrt7.dll (or
something like that) etc. The C API guide has a comment about the versions
of Visual Studio you should use for a particular version of the API, to
prevent heap allocation problems.

I'm not sure if this is also a problem on unix platforms, but I don't
think so as the libc is a system component on unix, so every api that links
to libc uses the same heap, if linked dynamically.

Hugo
 __20060125___This posting was submitted with HTML in
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Re: Problem with function FreeARQualifierStruct

[Hugo Visser]

Most likely you are compiling against a different msvcrt version then the
Remedy API is compiled against. I've run in to this when writing plugins,
aparently it's also an issue with "normal" API's. What happens is that
somewhere along the line the Remedy API allocates some memory. But since the
API is compiled against a different msvcrt, the memory is allocated from a
different heap. When you try to free the pointer to the allocated memory in
your program, the memory region cannot be free'd because it wasn't allocated
on your own heap.

When coding plugins, the server will pass in a struct and you should
allocate memory that the server attempts to free. At this point the same
problems will occur. If you provide your own FreeAR* equivalents you should
be fine, since you are managing your own heap again.

Unfortunately the versions of msvcrt are tied to the versions of Visual
Studio. VS 6 will use msvcrt.dll, VS.NET will use msvcrt7.dll (or something
like that) etc. The C API guide has a comment about the versions of Visual
Studio you should use for a particular version of the API, to prevent heap
allocation problems.

I'm not sure if this is also a problem on unix platforms, but I don't think
so as the libc is a system component on unix, so every api that links to
libc uses the same heap, if linked dynamically.

Hugo


On 5/29/07, Ben Chernys <[EMAIL PROTECTED]> wrote:


** As I said, I don't understand it.  I just know that since I made that
change, I am 100% stable again.

I do not know the intimate details of the driver source though I
(of-course) have looked at it and even use it (the binary) on occasion. I
certainly haven't made it for ages!  If you do find some underlying reason,
I would appreciate knowing about it.  But as an experiment, just comment out
your Free() call when you do the malloc'ing and see what happens.

Cheers
Ben

 --
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Beketov Danila
*Sent:* May 29, 2007 9:41 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Problem with function FreeARQualifierStruct

**

But "driver" define qualifier in the same way (malloc), for example see
function APIARGetListEntry in api.c, and FreeAR.. works without errors.

Why ???


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Ben Chernys
*Sent:* Tuesday, May 29, 2007 11:16 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Problem with function FreeARQualifierStruct



Addendum:



I might add that the results are also consistent (in their inconsistency
at least) on a different OS and hardware platform.  One in which I can trap
buffer overwrites, double frees and the like on the instruction that they
occur.  (see ElectricFence - unfortunately, not available for Windows).



The only thing I can think is that the API is adjusting addresses or
playing with a cache of some sort when allocating and freeing some of its
objects.  I would certainly consider this a bug in the API (BMC: hint
hint).



Cheers

Ben




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Re: Midtier using RPC but ars is not configured to

[Hugo Visser]

I don't know what you mean with "all ars clients". The usertool should
honour the tcp port settings if you set it at the accounts page and the
admin tool should do this as well. So on the clients there's no change
needed.

As I understand from you, BMC has identified a bug in the Mid-Tier reporting
part that doesn't use the port. So only for the Mid-Tier it would make sense
to set the ARTCPPORT variable. If your platform is a unix flavor such as
Solaris, you could add this variable to the startscript for the Mid-Tier
depending on what you are using.

On windows I think you have to set it on the Mid-Tier server as a global
environment variable, unfortunately. Upgrading the Mid-Tier should also help
if the bug is resolved in other versions.

So to sum up:
- Your server settings are OK, Register-With-Portmapper:F will make sure
it's not using the portmapper
- For the usertool and admintool clients you should add the tcp port in the
connection settings
- For the Mid-Tier you should either upgrade it or try to set the ARTCPPORT
to make the Mid-Tier use the tcp port, not the portmapper. In the long run,
I guess you'd be better off upgrading the Mid-Tier.

Hugo

On 5/24/07, Enrique Palazuelos <[EMAIL PROTECTED]> wrote:


Hi Hugo,

BMC only have purposed to upgrade Midtier, but not to configure the
ARTCPPORT. I mean, we have turned off the Register-With-Portmapper in
these
preproduction server, but if we don´t configure the ARTCPPORT on each
client, they get a RPC timeout. I can´t understand why, but if we turn it
off clients turn it on, if we turn Register-With-Portmapper on, clients
only
use TCD-Specific-Port, so we have purposed to configure an environment
variable (ARTCPPORT) via sms to every non-web clients. We only have one
production server, so we have to be totally convinced to introduce changes
on production environment, it´s critical for us.

Finally, the solution appears to consist in upgrade Midtier, turn off
Register-With-Portmapper and configure ARTCPPORT for every ARS clients.
What
do you think about it? I can´t risk. How can I set the ARTCPPORT variable
on
Midtier startup?

Regards,
Enrique.


Hugo Visser-3 wrote:
>
> OK, one thing to note that setting a server port does not override the
use
> of a portmapper. If you want the server only to run on a port you should
> turn of the "Register-With-Portmapper option.
>
> Now, since the reporting problem appears to be a known bug, I understand
> why
> BMC adviced you to use the ARTCPPORT environment variable as that would
> override any settings done in the API. And I guess that should have
> worked,
> but it might be that the ARTCPPORT must be set in a specific environment
> (depending on your platform). The only problem with the setting would be
> that it would override settings for all servers that the Mid-Tier
connects
> to, but if you only have one server this shouldn't be a problem.
>
> Hugo
>

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Re: $PROCESS$ Application-Invoke-External-Filter bmc.cmdb.cmdbEngine PHASE=2 CLIENTTYPE=$CLIENT-TYPE$

[Hugo Visser]

Thanks, looks worthwile to investigate what's going on in CMDB to see what
goodies BMC is keeping from us :)

Hugo

On 5/24/07, Chris Williams <[EMAIL PROTECTED]> wrote:


Francois,
   Unless you have a specific case, the best I can do at this stage is
point
you to the CMDB API documentation (called "Developers Reference Guide" for
CMDB 2.x).

The process run by these Filters specifically is responsible for a whole
host of CMDB related transaction validation and processing including:

- Creating Instances
- Modifying Instances
- Deleting Instances
- Retrieving Instance Information
- Executing Graph Queries (used by Reconciliation Engine, CI Viewer, SIM
and
other API Clients)
- Propagating Attributes in Weak References
- Cascading Deletes
- Validating sanity/legality of data

To get a better indication of the kind of data validation that is
performed,
look at the "BMC Atrium CMDD C API error messages" section of the CMDB
Developers Reference Guide.

HTH
Chris.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Francois - BTT
Sent: Thursday, May 24, 2007 1:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: $PROCESS$ Application-Invoke-External-Filter
bmc.cmdb.cmdbEngine PHASE=2 CLIENTTYPE=$CLIENT-TYPE$

Chris,

Do you have any other information surrounding the filter that the process
is
running i.e. bmc.cmdb.cmdbEngine

How do we know what kind of validation is done, how etc.

This is like a filter that does stuff that we cannot see :-) like the
black
box reference you mentioned.

Francois

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chris Williams
Sent: 24 May 2007 02:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: $PROCESS$ Application-Invoke-External-Filter
bmc.cmdb.cmdbEngine PHASE=2 CLIENTTYPE=$CLIENT-TYPE$

Hi Carey,
No, I'm not sure at all.

BMC have created this "black box" of a process that we can't really see
inside and don't have documentation for.

I'm hesitant to comment on exactly how the technology is implemented as
I'm
a little out of my depth...all I know is that the CMDB "Plugin" is
effectively executed via this undocumented
Application-Invoke-External-Filter command which is now hard-wired into
the
core AR Server technology.

Whether this a true ARF plugin that behaves in the same way as "normal"
Filter API's, I cannot be sure.

Cheers
Chris.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, May 24, 2007 1:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: $PROCESS$ Application-Invoke-External-Filter
bmc.cmdb.cmdbEngine PHASE=2 CLIENTTYPE=$CLIENT-TYPE$

Chris,

Are you sure this is a way to call an ARF Plugin with dynamic
inputs/outputs?

I would be interested in knowing more about how the inputs/outputs are
specified in the $PROCESS$ call if this is the case.

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On 5/24/07, Chris Williams <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Hugo,
>
>I haven't seen this specific command documented anywhere in any
official
> BMC Documents.
>
> If you wanted to create and run your own external programs, you can
write
a
> Plugin for these.
>
> See Page 126 of the Integrating Guide as well as the C API Reference
Guide
> for more information on using and writing Filter Plugins.
>
> There have been many postings about creating plugins for the AR Server
on
> the list, so a good place to start any research would be the list
archives.
>
> HTH
>
> Chris.



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Re: $PROCESS$ Application-Invoke-External-Filter bmc.cmdb.cmdbEngine PHASE=2 CLIENTTYPE=$CLIENT-TYPE$

[Hugo Visser]

Hi

Does anybody have some more technical info on the
Application-Invoke-External-Filter? For example, whould I be able to plugin
my own "external filter" ?

Hugo

On 5/24/07, Chris Williams <[EMAIL PROTECTED]> wrote:


**

Francois,

   What type of information are you after?

You should see 2 Filters in your CMDB which contain this special Set
Fields from $PROCESS$ command (From my memory I recall these execute at 100
and 600 as PHASE=1 and PHASE=2 respectively)

These are responsible for taking all necessary actions to create / modify
/ delete a CI Instance in your CMDB, as well as validating that all actions
are legal.

Ultimately, wherever you make the change in the Data Model, this workflow
will ensure that the information is physically propagated to the relevant
Database Tables so that the CMDB can permanently store your change. You may
get an error back from this process sometimes during a transaction if you
are trying to do something which the CMDB determines as an illegal
operation.

There should not be any reason for you to change this Out of The Box
workflow.

If you want to create your own Filters in the CMDB, then make sure you
have read and understood the CMDB Concepts and Best Practices Guide on this
topic.

Please advise if you need more info.

Cheers

Chris.


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Francois - BTT
*Sent:* Thursday, May 24, 2007 12:20 PM
*To:* arslist@ARSLIST.ORG
*Subject:* $PROCESS$ Application-Invoke-External-Filter
bmc.cmdb.cmdbEngine PHASE=2 CLIENTTYPE=$CLIENT-TYPE$



Hi All,



Can anybody describe this process used in some of the filters used by the
CMDB.



* Filter Set-Fields Action*

$PROCESS$ Application-Invoke-External-Filter bmc.cmdb.cmdbEngine PHASE=2
CLIENTTYPE=$CLIENT-TYPE$



Regards

Francois
 __20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with HTML
in it___


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Re: Midtier using RPC but ars is not configured to

[Hugo Visser]

OK, one thing to note that setting a server port does not override the use
of a portmapper. If you want the server only to run on a port you should
turn of the "Register-With-Portmapper option.

Now, since the reporting problem appears to be a known bug, I understand why
BMC adviced you to use the ARTCPPORT environment variable as that would
override any settings done in the API. And I guess that should have worked,
but it might be that the ARTCPPORT must be set in a specific environment
(depending on your platform). The only problem with the setting would be
that it would override settings for all servers that the Mid-Tier connects
to, but if you only have one server this shouldn't be a problem.

Hugo

On 5/24/07, Enrique Palazuelos <[EMAIL PROTECTED]> wrote:


Hi Hugo and thanks a lot,

Our ARS server is configured to use a tcp port ("TCD-Specific-Port=1234")
which, we think, should override Register-With-Portmapper:T (in fact, AR
System User works correctly asking 1234 TCP Port) Midtier is also
configured
to ask ars server "arsystem.arservers.myhost.mydomain.port=1234".

Midtier ask ars server to 1234 port, but when users try to edit reports
through Midtier, we get a RPC timeout. In this case, Midtier tries to open
an udp port and we can´t explain why. BMC has replied the opened ticket
recommending to upgrade ARS Server (we have 5.01.02 version) and Midtier
(we
have 6.03 patch 12). We can´t upgrade ARS Server because we have a lot of
sources developed for, but we could upgrade Midtier. BMC told us that this
is a known bug, but we have read release notes and there is not reference
to
that bug.

I have a meeting tomorrow and I need to explain the problem and solution,
and I´m not sure about BMC reply.

Regards,
Enrique.


Hugo Visser-3 wrote:
>
> Hi Enrique,
>
> The Register-With-Portmapper setting is only to tell the _server_ that
it
> should use the port mapper. You can have a server run on a specific port
> and
> use the port mapper or only connect on the specified port.
>
> The Mid-Tier is a client to your server, just like the user tool. When
> configure the Mid-Tier to connect on a specific port, it should not use
> the
> port mapper anymore for the specified server.
>
> Setting the ARTCPPORT overrides any settings to the tcp port setting
that
> you can set in either the user tool or Mid-Tier, so you should use that
> only
> for API programs that do not allow you to set the port. You should not
use
> it for the user tool or for the Mid-Tier as it can be very confusing.
> Besides the setting is for all servers, while through the Mid-Tier
> configuration you can set the port per server. Setting it globally on an
> environment sounds like a bad idea to me.
>
> You should confirm that the user tool can connect to the server if it's
> behind the same firewall (or just stop the port mapper if you can). If
it
> can, then your server is configured OK and you should leave the server
> alone
> :) Then you configure the Mid-Tier and test that. Remember that the
> Mid-Tier
> is a client to the AR server.
>
> Hugo
>
> On 5/21/07, Enrique Palazuelos <[EMAIL PROTECTED]> wrote:
>>
>> Hi,
>>
>> I have checked Mid-Tier configuration through web administrator page
and
>> it
>> appears to be correctly configured.
>>
>> We are doing some tests on preproduction environment. I have change
>> "Register-With-Portmapper" from True to False, and configured
>> Plugin-Port=1233. Clients and Mid-tier have to specify ARTCPPORT
variable
>> and everything appears to work correctly, but now we don´t receive ARS
>> administration messages. We will mantain these configuration during a
>> month,
>> if it works correctly we will apply it on production environment. We
have
>> above 500 users, so we think a lot of time about any change we could
do.
>> Casualty?
>>
>> Regards,
>> Quique.
>>
>>
>> Hugo Visser-3 wrote:
>> >
>> > Hi Enrique,
>> >
>> > Have you checked that the port is specified on the Mid-Tier
>> configuration
>> > page? The Mid-Tier will not use the settings from the ar.conf, but
has
>> > it's
>> > own connection settings page.
>> >
>> > Hugo
>> >
>> > On 5/18/07, Enrique Palazuelos <[EMAIL PROTECTED]> wrote:
>> >>
>> >> I was not suscribed to arslist, I´ve been registered and I hope
anyone
>> >> can
>> >> see my post now.
>> >>
>> >> Thanks a lot.
>> >>
>> >>
>> >>
>> >> Enrique Palazuelos wrote:
>> >> >
>> >> > Hello,
>> >> >
>> >> > This is 

Re: Midtier using RPC but ars is not configured to

[Hugo Visser]

Hi Enrique,

The Register-With-Portmapper setting is only to tell the _server_ that it
should use the port mapper. You can have a server run on a specific port and
use the port mapper or only connect on the specified port.

The Mid-Tier is a client to your server, just like the user tool. When
configure the Mid-Tier to connect on a specific port, it should not use the
port mapper anymore for the specified server.

Setting the ARTCPPORT overrides any settings to the tcp port setting that
you can set in either the user tool or Mid-Tier, so you should use that only
for API programs that do not allow you to set the port. You should not use
it for the user tool or for the Mid-Tier as it can be very confusing.
Besides the setting is for all servers, while through the Mid-Tier
configuration you can set the port per server. Setting it globally on an
environment sounds like a bad idea to me.

You should confirm that the user tool can connect to the server if it's
behind the same firewall (or just stop the port mapper if you can). If it
can, then your server is configured OK and you should leave the server alone
:) Then you configure the Mid-Tier and test that. Remember that the Mid-Tier
is a client to the AR server.

Hugo

On 5/21/07, Enrique Palazuelos <[EMAIL PROTECTED]> wrote:


Hi,

I have checked Mid-Tier configuration through web administrator page and
it
appears to be correctly configured.

We are doing some tests on preproduction environment. I have change
"Register-With-Portmapper" from True to False, and configured
Plugin-Port=1233. Clients and Mid-tier have to specify ARTCPPORT variable
and everything appears to work correctly, but now we don´t receive ARS
administration messages. We will mantain these configuration during a
month,
if it works correctly we will apply it on production environment. We have
above 500 users, so we think a lot of time about any change we could do.
Casualty?

Regards,
Quique.


Hugo Visser-3 wrote:
>
> Hi Enrique,
>
> Have you checked that the port is specified on the Mid-Tier
configuration
> page? The Mid-Tier will not use the settings from the ar.conf, but has
> it's
> own connection settings page.
>
> Hugo
>
> On 5/18/07, Enrique Palazuelos <[EMAIL PROTECTED]> wrote:
>>
>> I was not suscribed to arslist, I´ve been registered and I hope anyone
>> can
>> see my post now.
>>
>> Thanks a lot.
>>
>>
>>
>> Enrique Palazuelos wrote:
>> >
>> > Hello,
>> >
>> > This is my first post, please excuse my terrible english.
>> >
>> > We have an ars server and a midtier server connected to. The ars
server
>> is
>> > configured to use only the artcpport 1234 (for example). In
>> preproduction
>> > environment Midtier works ok when editing reports. It only open
>> > connections on 1234 TCP Port, but in production environment Midtier
>> tries
>> > to open an udp port via Sun RPC and gets an RPC timeout, which is
>> normal
>> > because these ports are closed. The ar.conf files are similar.
>> > TCD-Specific-Port is configured to 1234 and works ok, but the Midtier
>> > production Server tries to open a different port only when we try to
>> edit
>> > a report. We have set the parameter "Register-With-Portmapper: T" in
>> both
>> > files, but in preproduction server, these parameter is under the
>> > TCD-Specific-Port. In the ars production server TCD-Specific-Port
>> > parameter is under "Register-With-Portmapper: T".
>> >
>> > The order of parameters in the ar.conf is important? Which are the
>> > necessary parameters to use only tcp ports? We have a 6.3 Midtier
>> Server
>> > patch 14 and a  5.1.2 Ars Server.
>> >
>> > We have open a ticket to BMC. They have purposed to  a open a
>> pluginreport
>> > port, but we can´t open ports without explaining why, and these port
is
>> > not configured on preproduction environment and it works ok. We can´t
>> > upgrade because development requirements,
>> >
>> > Any suggestion?
>> >
>> > Thanks a lot.
>> >
>>
>> --
>> View this message in context:
>>
http://www.nabble.com/Midtier-using-RPC-but-ars-is-not-configured-to-tf3757780.html#a10676829
>> Sent from the ARS (Action Request System) mailing list archive at
>> Nabble.com.
>>
>>
>>
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Re: Midtier using RPC but ars is not configured to

[Hugo Visser]

Hi Enrique,

Have you checked that the port is specified on the Mid-Tier configuration
page? The Mid-Tier will not use the settings from the ar.conf, but has it's
own connection settings page.

Hugo

On 5/18/07, Enrique Palazuelos <[EMAIL PROTECTED]> wrote:


I was not suscribed to arslist, I´ve been registered and I hope anyone can
see my post now.

Thanks a lot.



Enrique Palazuelos wrote:
>
> Hello,
>
> This is my first post, please excuse my terrible english.
>
> We have an ars server and a midtier server connected to. The ars server
is
> configured to use only the artcpport 1234 (for example). In
preproduction
> environment Midtier works ok when editing reports. It only open
> connections on 1234 TCP Port, but in production environment Midtier
tries
> to open an udp port via Sun RPC and gets an RPC timeout, which is normal
> because these ports are closed. The ar.conf files are similar.
> TCD-Specific-Port is configured to 1234 and works ok, but the Midtier
> production Server tries to open a different port only when we try to
edit
> a report. We have set the parameter "Register-With-Portmapper: T" in
both
> files, but in preproduction server, these parameter is under the
> TCD-Specific-Port. In the ars production server TCD-Specific-Port
> parameter is under "Register-With-Portmapper: T".
>
> The order of parameters in the ar.conf is important? Which are the
> necessary parameters to use only tcp ports? We have a 6.3 Midtier Server
> patch 14 and a  5.1.2 Ars Server.
>
> We have open a ticket to BMC. They have purposed to  a open a
pluginreport
> port, but we can´t open ports without explaining why, and these port is
> not configured on preproduction environment and it works ok. We can´t
> upgrade because development requirements,
>
> Any suggestion?
>
> Thanks a lot.
>

--
View this message in context:
http://www.nabble.com/Midtier-using-RPC-but-ars-is-not-configured-to-tf3757780.html#a10676829
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Unicode handling workaround suggestions?

[Hugo Visser]

Well, I haven't checked Oracle, but when you install the unicode AR System
on MS SQL today the columns created are of type nchar. For example the C1
field is nvar(15). So it looks like the db side is created already OK. I can
even insert the offending characters using SQL and get them displayed in ars
without any problems.

Hugo

On 5/10/07, Axton <[EMAIL PROTECTED]> wrote:


Probably implemented different function names because some other products
do:
http://www.oracle.com/technology/oramag/oracle/03-mar/o23sql.html

In Oracle, you can define the limits of a column like this (if using a
unicode character set):
VARCHAR2(3 CHAR)

This sizes the column such that the limit is on the number of
characters, not bytes.  Seems this would be a hefty change for a .x
release, but could be implemented in a major release since people will
be using the installer to perform the upgrade.  The reason I say hefty
is because all varchar columns in the db would need to be altered to
use the character limit and not the byte limit.  Not sure how this
translates to other db's either.

Axton

On 5/10/07, Hugo Visser <[EMAIL PROTECTED]> wrote:
> ** Axton,
>
> Thanks, that would work but that would also mean that every field should
> have a filter check on this. Even then the fields that are now 255 chars
> long should be changed to long, making it impossible to show them in a
table
> field for example. Indeed a PITA.
>
> The current status of the RFE is that it's on the list to _consider_ for
the
> 2008 release...Support also mentioned the same issue was raised a couple
of
> times before. Too bad that we have to wait that long because I don't
> understand why they implemented it this way in the first place, our
users
> are not thinking in how many bytes they type, they are thinking in
> characters.
>
> I've also never understood the difference about LENGTH and LENGTHC, in
any
> case you'd want a substring of characters, not bytes so they should have
> made LENGTH behave like LENGTHC and not created another function for it
> imho.
>
> Hugo
>
>
> On 5/10/07, Axton <[EMAIL PROTECTED]> wrote:
> >
> > There are functions that end with C (e.g., LENGTHC) that will count
> > the number of characters and support unicode.  You could enforce the
> > length limits using this, while making the field length 4x the
> > intended length.  A PITA, but it could be made to work.
> >
> > Did BMC give a statement of direction for this issue, or is this a
> > handicap we are intended to live with?
> >
> > Axton Grams
> >
> > On 5/10/07, Hugo Visser <[EMAIL PROTECTED] > wrote:
> > > ** Hello List,
> > >
> > > I was wondering how many of you are running an ar system install in
> unicode
> > > mode for your applications. Here's my situation: we develop an out
of
> the
> > > box workflow application called ExpertDesk that supports multiple
> locales.
> > > Currently they are English, Dutch, German, Polish and French.
Because of
> > > future developments we'd like to switch to the use of unicode
servers,
> > > because currently a customer cannot run Polish and English on the
same
> > > server (since those languages use a different character set).
However
> > > there's one big "gotcha" which you may or may not be aware of and
this
> is
> > > what is causing me headaches :)
> > >
> > > The input length of fields in the AR System are not checked on the
> amount of
> > > characters, but on the amount of bytes those characters translate
to.
> What
> > > this means is that if a field has set a input length of 30, in the
> current
> > > situation it can always hold exactly 30 characters or less. But in
the
> > > unicode situation it can hold up to 30 characters, since a character
may
> be
> > > encoded in 1-4 bytes (UTF-8). In theory this implicates that if I
set
> the
> > > input length to 30 it could happen dat only 7 characters (25%) can
be
> > > entered.
> > >
> > > Now this is all documented in the unicode whitepaper for 7.0.1, and
the
> > > suggestion given there is to increase the field length. But unless I
> switch
> > > all fields to 0 (long) fields, there will always be an unexpected
limit.
> And
> > > setting all fields to 0 isn't a great option either. Apart from that
how
> do
> > > we document this limitation or explain it to the users? Do you
document
> that
> > > a field can "hold up to 30 characters"?
> > >
> > > So my question would be how you guys are handling this situation and
if
> > > there is maybe so

Re: Unicode handling workaround suggestions?

[Hugo Visser]

Axton,

Thanks, that would work but that would also mean that every field should
have a filter check on this. Even then the fields that are now 255 chars
long should be changed to long, making it impossible to show them in a table
field for example. Indeed a PITA.

The current status of the RFE is that it's on the list to _consider_ for the
2008 release...Support also mentioned the same issue was raised a couple of
times before. Too bad that we have to wait that long because I don't
understand why they implemented it this way in the first place, our users
are not thinking in how many bytes they type, they are thinking in
characters.

I've also never understood the difference about LENGTH and LENGTHC, in any
case you'd want a substring of characters, not bytes so they should have
made LENGTH behave like LENGTHC and not created another function for it
imho.

Hugo

On 5/10/07, Axton <[EMAIL PROTECTED]> wrote:


There are functions that end with C (e.g., LENGTHC) that will count
the number of characters and support unicode.  You could enforce the
length limits using this, while making the field length 4x the
intended length.  A PITA, but it could be made to work.

Did BMC give a statement of direction for this issue, or is this a
handicap we are intended to live with?

Axton Grams

On 5/10/07, Hugo Visser <[EMAIL PROTECTED]> wrote:
> ** Hello List,
>
> I was wondering how many of you are running an ar system install in
unicode
> mode for your applications. Here's my situation: we develop an out of
the
> box workflow application called ExpertDesk that supports multiple
locales.
> Currently they are English, Dutch, German, Polish and French. Because of
> future developments we'd like to switch to the use of unicode servers,
> because currently a customer cannot run Polish and English on the same
> server (since those languages use a different character set). However
> there's one big "gotcha" which you may or may not be aware of and this
is
> what is causing me headaches :)
>
> The input length of fields in the AR System are not checked on the
amount of
> characters, but on the amount of bytes those characters translate to.
What
> this means is that if a field has set a input length of 30, in the
current
> situation it can always hold exactly 30 characters or less. But in the
> unicode situation it can hold up to 30 characters, since a character may
be
> encoded in 1-4 bytes (UTF-8). In theory this implicates that if I set
the
> input length to 30 it could happen dat only 7 characters (25%) can be
> entered.
>
> Now this is all documented in the unicode whitepaper for 7.0.1, and the
> suggestion given there is to increase the field length. But unless I
switch
> all fields to 0 (long) fields, there will always be an unexpected limit.
And
> setting all fields to 0 isn't a great option either. Apart from that how
do
> we document this limitation or explain it to the users? Do you document
that
> a field can "hold up to 30 characters"?
>
> So my question would be how you guys are handling this situation and if
> there is maybe something clever that I've not thought of to overcome
this?
>
> Thanks,
>
> Hugo
>
> PS. I've submitted an issue for this, and I got the response that it is
"as
> designed". I've opened an RFE (SW00265962) so that the input length
would be
> the input length in characters, not in bytes in all cases.
>  __20060125___This posting was
> submitted with HTML in it___


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Unicode handling workaround suggestions?

[Hugo Visser]

Hello List,

I was wondering how many of you are running an ar system install in unicode
mode for your applications. Here's my situation: we develop an out of the
box workflow application called ExpertDesk that supports multiple locales.
Currently they are English, Dutch, German, Polish and French. Because of
future developments we'd like to switch to the use of unicode servers,
because currently a customer cannot run Polish and English on the same
server (since those languages use a different character set). However
there's one big "gotcha" which you may or may not be aware of and this is
what is causing me headaches :)

The input length of fields in the AR System are not checked on the amount of
characters, but on the amount of bytes those characters translate to. What
this means is that if a field has set a input length of 30, in the current
situation it can always hold exactly 30 characters or less. But in the
unicode situation it can hold up to 30 characters, since a character may be
encoded in 1-4 bytes (UTF-8). In theory this implicates that if I set the
input length to 30 it could happen dat only 7 characters (25%) can be
entered.

Now this is all documented in the unicode whitepaper for 7.0.1, and the
suggestion given there is to increase the field length. But unless I switch
all fields to 0 (long) fields, there will always be an unexpected limit. And
setting all fields to 0 isn't a great option either. Apart from that how do
we document this limitation or explain it to the users? Do you document that
a field can "hold up to 30 characters"?

So my question would be how you guys are handling this situation and if
there is maybe something clever that I've not thought of to overcome this?

Thanks,

Hugo

PS. I've submitted an issue for this, and I got the response that it is "as
designed". I've opened an RFE (SW00265962) so that the input length would be
the input length in characters, not in bytes in all cases.

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Re: AR Import

[Hugo Visser]

It could be some ARImport magic that's going on. If you have \r \t \n or
such in your file, ARImport might see those as special characters, they are
special characters in the ARX format, but they might be treated as such when
you're importing CSV. To be sure you should escape those backslashes with an
additional backslash. So F:\Data\bla\bla would become F:\\Data\\bla\\bla.
I'm pretty sure that the import tool will then leave your backslashes alone,
replacing the doubles with a single backslash.

Hugo

On 5/1/07, David Sanders <[EMAIL PROTECTED]> wrote:


Hi Andy

Could it be that your CSV file is wrapping some of the paths (with spaces
in
them) in quotes, and others (without spaces) not??

HTH

David Sanders
Remedy Solution Architect
Enterprise Service Suite @ Work
==
ARS List Award Winner 2005
Best 3rd party Remedy Application

See the ESS Concepts Guide

tel +44 1494 468980
mobile +44 7710 377761
email [EMAIL PROTECTED]

web http://www.westoverconsulting.co.uk

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Monday, April 30, 2007 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR Import

It's even weirder than I first thought. After closer examination I have
found that it only does this to approximately 30% of the records. I can
not
find any pattern to it and it appears to be totally random at this time.

I am exporting data from Remedy to .csv, making some modifications then
importing back into Remedy via the import tool. After the import the "\"'s
are missing from the paths on about 30% of the records.

I have tried creating another temp char field and importing it, but I got
the same results.

>Andy L. Mayfield
>System Operation Specialist
>Alabama Power Company
Office: 8-226-1805


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support
Sent: Thursday, April 26, 2007 12:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR Import

Hi
I am having  ARsystem 7.x and gone through the same query that is one of

the fields contain path (F:/ab/cd/efg/) and then exported the data & then
by
using AR Import tool imported the same on a new form but i have not found
any error in this process, that is i have got the same
path  (F:/ab/cd/efg/)
without removal of /'s. So please let me know the actual process in which
you are facing the problem.

Thanks,
Rakesh


--
[EMAIL PROTECTED]

www.vyomlabs.com
Consulting | Oursourcing | Training || BMC Remedy BSM | ITIL | IT
Governance


Mayfield, Andy L. wrote:
>   Ok, I am stumped. I used AR Import to import some data to a new
form.
> One of the fields contains paths i.e.. F:/abc/def/ghij/, but
after
> the import process removed the /'s and I am left with F:abcdefghij ?
> Anyone know what I did wrong?
>
>   Andy L. Mayfield
>   System Operation Specialist
>   Alabama Power Company
>   Office: 8-226-1805
>
>

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Re: Database Relations/Structure in MS SQL (Remedy Asset)

[Hugo Visser]

Hi Rudolf,

Relational integrity is not enforced on the database level, but through
workflow. That is the reason why you do not see any relationships in the
database. Basically you shouldn't have to worry about the DB as it is "just"
the storage that Remedy uses for it's data (it's not specified how the views
are generated for example). How and if an application enforces referential
integrity depends entirely on the application.

Hugo

On 4/24/07, Rudi <[EMAIL PROTECTED]> wrote:


Ok, views are the better way, no question. I found some views for my use,
but not the one with the relations.
From the other (answer) post (thx Murtuza) I found now
CMDB_Relationship_BaseRelation witch looks very interesting, but I dont
have
the corresponding field descriptions.
Unfortunately I have no administrative rights at Remedy, I am "only a
skilled user". So I can not have a look at the admin tool.
We are a small subsidiary in a concern. We are not involved in
customizing.
We have to put in data and now we want the data out ;-) . I know, the are
a
own report generator in Remedy, but not enough for me. CR and the ODBC
connection for Remedy is not flexible enough for me.
Before I go to ask my big boss for more rights...where can I find this
"documents that describe the relations between the entities" you talk
about?
I use Remedy since a few days and it looks like a interesting, OS
independend and very complex system, worth to spend some days more to make
some good lists for "normal users".

Mit freundlichem Gruss / Kind regards

Rudolf Boettcher

> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen
> Sent: Dienstag, 24. April 2007 09:45
> To: arslist@ARSLIST.ORG
> Subject: Re: Database Relations/Structure in MS SQL (Remedy Asset)
>
> Rudolf,
>
> I'm afraid the relations between the tables in Remedy is not
> hidden in the database.
> Also, the T-table numbers differ between environments, please
> do not rely on them but use the view names. Every T table has
> a corresponding view in the database.
> Depending of the ITSM version you are using there can be
> documents that describe the relations between the entities in
> your system and where they are stored. Another method is to
> look into the admin tool, open up the asset form and check
> the properties on the table fields.
> You will see the names of the forms where those relations are
> stored and also the qualification of the relation.
> --
> Met vriendelijke groet / Kind regards
> Michiel Beijen
> __
> MANSOLUTIONS
> Energieweg 60-62
> 3771 NA Barneveld
> The Netherlands
> Tel. +31-(0)612968592
> Mail [EMAIL PROTECTED]
> Internet http://bsm.mansolutions.nl
>
> On 4/24/07, Rudi <[EMAIL PROTECTED]> wrote:
> > I am looking for informations about the relations between
> tables. For
> > example I need to know where are the tables for computer CI
> people CI
> > Relationships to the CI and the fields who connect this tables.
> >
> > I found computers in T762, people in T751, but the
> informations in the
> > relationship tab I cant find.
> >
> > Anyone can give me a hint, where the database structure is hidden ?
> >
> > Mit freundlichem Gruss / Kind regards
> >
> > Rudolf Boettcher
> >
> >
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Re: .net Utilities on ARSWiki.org

[Hugo Visser]

I'm more fluent in Java so here's an example using edplus in addition to the
Remedy Java API:

http://edplus.googlecode.com/svn/trunk/example/ModifyEntry.java

Using this code you could query for entries where status (field id 7) is
'New' and set the status to 'Assigned' (1) like this:

java -cp ... ModifyEntry [EMAIL PROTECTED] "My Form" "'7' = 0" 7 1

Although not in .net, I hope it is helpfull to you.

Hugo

On 4/11/07, Gareth Oliver < [EMAIL PROTECTED]> wrote:


Very useful - two apps one for Delete existing entry, one for Modifying
existing entry.

Question - does anyone have a sample application that does a Query for a
record based on a qualification, then a modification of that record.

Thanks



From: Action Request System discussion list(ARSList) on behalf of Axton
Sent: Thu 05/04/07 09:30
To: ARSList
Subject: .net Utilities on ARSWiki.org



I wanted to announce a set of .net utilities hosted on ARSWiki.  Many
thanks to Stephen Heider for releasing these under an open source
license and adding these to the ARSWiki site.

http://arswiki.org/projects/dotnetutil

If you want to learn .net, contribute to these .net utilities, or add
additional .net utilities to the site, reference the link above for
information.

Axton Grams


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Java edplus examples updated

[Hugo Visser]

Hello,

I've updated the examples for the ExpertDesk plus library and added an
example for creating an entry. For those who missed the announcement, the
ExpertDesk plus library is an add-on library to the AR System Java API that
aims to simplify api development. It's open source (Apache License), so free
to use, also for commercial use. (for a detailed license description look at
http://www.apache.org/licenses/)

For the examples visit: http://code.google.com/p/edplus/wiki/Examples
For the edplus project page and downloads, visit:
http://code.google.com/p/edplus

Thanks,

Hugo

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ANN: Open source Java API add-on ExpertDesk Plus released

[Hugo Visser]

Hello List,

I'm proud to announce that Mansystems has open sourced some of its utility
Java code under the Apache License. It's hosted on google code at
http://code.google.com/p/edplus

Here's a description of the library:

ExpertDesk Plus (edplus) is a Java library that simplifies AR System Java
API development, licenced under the Apache License.
It acts as an add-on to the existing AR System API, not as a replacement.
The features of the library are:

* Uses Java 5 generics and the collection framework, eg Iterators
* A single entry point, the Server class for common tasks
* Can be "plugged in" to existing code without major refactoring

Although it is a small library, we hope this will be usefull to other AR
System developers. In the future we'll expand the library with additional
usefull code.

If you have any suggestions or questions, please let me know.

For more info see the project website at http://code.google.com/p/edplus.

Thanks,

Hugo

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OT: Re: Looking for [EMAIL PROTECTED]

[Hugo Visser]

Sound like a complicated way to say "I was ignoring you Daniel" :)

Sorry, couldn't resist...

Hugo

On 3/14/07, James Tobin <[EMAIL PROTECTED]> wrote:


Dear List,

I am more than happy to speak with all individuals (or companies) with
whom
Cubicegg may have a business relationship with.

However, I would request that individuals (or parties) with whom there is
NO
business relationship refrain from attempting to contact me in the way
illustrated below.

Those that do decide to contact me I will endeavour to return any calls or
emails at my discretion.

All the best,
James

. . . . . . . . . .

James Tobin
Cubicegg
+44 (0) 870 720 1074 - office
+44 (0) 7952 145 127 - mobile

To learn more about Cubicegg please visit our website at
http://www.cubicegg.com



From: Daniel Bloom [mailto:[EMAIL PROTECTED]
Sent: 14 March 2007 14:05
To: arslist@ARSLIST.ORG
Subject: Looking for [EMAIL PROTECTED]

I have been trying to contact Mr. Tobin about an issue that has come up,
but have been unable to reach him via email, mobile phone or office phone.
He has posted jobs to the list as recently as February 26th.

Anyone out there know him and whether or not he is around,
perhaps he is away on vacation?

Anybody on contract with Cubicegg that might have new contact information
for him or whoever else there is in that company?

Please reply directly to me at [EMAIL PROTECTED]

thanks .Daniel


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Re: Question on Java needed with Remedy and DST Upgrades

[Hugo Visser]

To make installing patches easier, I always install the JDK ior JRE n a
directory without the patch number, for example c:\jdk\1.4.2. This way when
_12 or _13 comes out you don't have to change your environment variables
(which makes sense, since you're keeping the same version). On unix you'd
could use symlinks for that.

Hugo

On 2/22/07, Bruce Scott <[EMAIL PROTECTED]> wrote:


** Brian,

The version of Java you have installed is not DST compliant.  If you wish
to stay with version 1.4, you will need to upgrade your java to 1.4.2_12or
1.4.2_13 or try the version 1.5.0_9 or 1.5.0_10.

I have been working with Java updates as well as ServLetExec AS and ISAPI
updates and Mid-Tier updates a lot over the last few weeks and I can tell
you this.  Since your Mid-Tier server is separate from the ARS/Email server,
you will need to install the jre on the ARS/Email server (I would recommend
uninstalling the existing jre and then installing the new jre and updating
the server Environment Variables path statement to point to the correct
directory of the new java jre installation).

The Mid-Tier will require the full SDK installation (which will actually
be both the sdk and jre files) which are used by the ServLetExec.  Again, I
would recommend uninstalling the existing java files, then installing the
new files, updating the Environmental Variable path and updating the
StartServletExec.bat and StopServletExec.bat files to point to the correct
installation folder for java.  You will have to shut down the IIS, WWW and
ServLetExec-servername services before you can go through this evolution
however.  Once the java is installed, you should be ok with just restarting
each of these services and not requiring a reboot.

As for the best method of upgrading from 7.0 to 7.0.1, there seem to be
many opinions on that matter and I will leave that for another to share.

Thanks,
Bruce


 --
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Sokol, Brian
*Sent:* Thursday, February 22, 2007 2:50 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Question on Java needed with Remedy and DST Upgrades

**

HI all,

I was told that I need to upgrade the versions of Java running on my Mid
Tier and AR Server boxes for DST reasons. Now I have always been confused as
to what is needed by Remedy (SDK, JRE?). Our environment is the following:

Server 1
Windows Server 2003
Running AR Server 7.0 and  AR Email 7.0
Java 2 Runtime SE 1.4.2_06

Server 2
Windows Server 2003 with IIS
Mid Tier 7.0.1 unpatched
Java 2 SDK and Java 2 Runtime Environment both version 1.4.2_07
Servlet Exec 5.0 AS

I know I need to get to 7.0.1 patch 1 but do I need to upgrade my Java
versions for DST. If so do I need both SDK and JRE or just one? Which
version? Do I need to upgrade my Servlet? I was told that if I upgrade my
Java I will need to uninstall and reinstall my servlet? Is that true?

Also if I am at ARServer 7.0 unpatched can I simply install patch 1 for
7.0.1 or must I first upgrade to 7.0.1 and then install the patch? Will
the patch upgrade the system? I am afraid it will not.

Sorry for so many questions and thanks in advance.

Brian Sokol
Manager, Desktop Services
Scholastic Inc.
557 Broadway
NY, NY 10012
(212) 343-6494
*http://www.Scholastic.com* 
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Re: Anyone tried BMC Remedy User or Admin 7.0 on Windows Vista??

[Hugo Visser]

He didn't say Mid-Tier doesn't work on Vista, what he's saying that it is
not a supported configuration. Mid-Tier is currently working fine on an XP
system, also not supported. Saying that developers will be "unable" to
develop on Vista doesn't make sense at all and is most likely not true.

A WUT in Java would be nice (would that become a JUT then?) but I don't see
how that's connected to the supported or unsupported nature of the server
components. Even if everything was written in Java you'd still want to have
a "supported platforms" list.

Hugo

On 2/16/07, John Baker <[EMAIL PROTECTED]> wrote:


David,

So despite Midtier being written in Java, a language that's operating
system
independent, BMC feel it won't work on VIsta?

I'd assume that simply running the Midtier 'test suite' - something that
should take ten minutes through the build files - would demonstrate it
works
on Visa (or XP, Solaris, or Linux, or Win2k, etc.). Surely the 'target
use'
(client/server) for an operating system is quite independent of the JVM
that's probably identical whether it's running on XP, Win2k or Vista.

I guess this means Remedy developers who (quite correctly) run a local
Midtier
for development, will be unable to develop on the most modern Microsoft
operating system?

The most useful step forward for BMC is to rewrite the WUT in Java so it
will
operate on all platforms, regardless of operating system or architecture.


John

Java System Solutions : http://www.javasystemsolutions.com


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Re: ARS 6.3 Upgrade - Shared Access Option

[Hugo Visser]

You might be safe using this for upgrades as long as the patch doesn't
involve changing or updating the data dictionary. The "shared" option will
not touch your database, assuming that some other install or patch has
already "upgraded" the db, if needed.

So for installing patches, I'd always use the upgrade option (once if you're
running a server group) so that the data dictionary matches the Remedy
version you are installing/patching. For a reinstall (same version, same
patch) you could use "shared" to speed up the installation.

Hugo

On 2/10/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:


I´m always doing the share-option when installing a patch. Not seeing
any issues with this on 6 and 6.3 servers.

--
Jarl

On 2/9/07, Lucero, Michelle - IST contractor <[EMAIL PROTECTED]>
wrote:
> Hence, the confusion.  This has to be the correct option, right?  Tech
> Support suggested that we use that option instead of "Upgrade".
>
> So has anyone out there used it, in a single AR Server, remote SQL DB
> environment, especially during a patch upgrade?
>
> Michelle
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
> Sent: Friday, February 09, 2007 2:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARS 6.3 Upgrade - Shared Access Option
>
> You shouldn't use this option with a patch upgrade right?
> It seems like this should be used if you are installing ARS on shared
> servers for the first time.
>
> Thanks
> Peter Lammey
> ESPN MIT Technical Services & Applications Management
> 860-766-4761
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders
> Sent: Friday, February 09, 2007 2:56 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARS 6.3 Upgrade - Shared Access Option
>
> Hi Michelle
>
> I haven't used this, but I would guess is designed for setting up
> multiple AR Servers to use a single AR Database.  Install the first
> server as normal, creating the database tables, then install ARS on the
> second server with this option to install the executables on the second
> server, without overwriting or upgrading the database from the first
> install.
>
> Does that make sense?
>
> David Sanders
> Remedy Solution Architect
> Enterprise Service Suite @ Work
> ==
> ARS List Award Winner 2005
> Best 3rd party Remedy Application
>
> tel +44 1494 468980
> mobile +44 7710 377761
> email [EMAIL PROTECTED]
>
> web http://www.westoverconsulting.co.uk
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Lucero, Michelle - IST
> contractor
> Sent: Friday, February 09, 2007 7:31 PM
> To: arslist@ARSLIST.ORG
> Subject: ARS 6.3 Upgrade - Shared Access Option
>
> Hi, Y'all:
>
> One of the options during the upgrade, besides Upgrade and Overwrite, is
> Share.  This is supposed to preserve data [and related forms according
> to tech support] and simply install the executables and related files.
>
> 1.  Does this work as suggested?
> 2.  ...and newbie question of today, what exactly does "enables
> shared access" mean?
>
> We are not using Server groups.
>
> Share-Preserves data, installs server executables and related files, and
> enables shared access to the AR System database. Configure shared
> servers to belong to the same server group.
>
> Thanks,
> Michelle
>
> ESM Mission: "To provide the most accurate, timely, and actionable
> information to our customers so that they can effectively support the
> Mary Kay IST environment".
>
> 
> 
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Re: Next-ID-Block-Size - Skipping Numbers

[Hugo Visser]

I can also see the reasons why they did it the way they did, but that
doesn't mean I'm satisfied with it :)

I know about the missing nextid's when a transaction is rolled back, imho a
rollback should also rollback the nextid. But a rollback would also be
something that happens due to an error such as a database timeout or
something else "serious" and unexpected, while a server restart may be
scheduled and controlled.

Hugo

On 2/9/07, Hall Chad - chahal <[EMAIL PROTECTED]> wrote:


**

I can see reasons why they did this. To keep track of where it left off
they would have to write the real last ID somewhere (file, arschema table,
etc). If AR Server loses its DB connections or crashes it might not be able
to update the arschema table. It could probably write to a file, but that's
probably not the best way either. I do wish they would write back to the
database during a proper shutdown though, even if crashes go unhandled.



By the way, even in 5.x and 6.x you can still have missing IDs. All it
takes is an error on a push field action during a submit. In those cases the
next ID is already incremented but the actual submittal is rolled back. So
that ID will never be used.



*Chad Hall*
(501) 342-2650
  --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Hugo Visser
*Sent:* Friday, February 09, 2007 7:21 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Next-ID-Block-Size - Skipping Numbers



** Well, I disagree. If the server is gracefully stopped (not crashing or
some other exceptional event) I'd expect that after the next startup the
next ticket number would be just the increment of the last ticket number.
The fact that it's not...I think it's poor design. I understand that the way
it is implemented now is the easiest way to implement it in the existing
design. But for some shops that have to account for each "missing" ticket
this feature is useless.

Hugo

On 2/9/07, *Rick Cook* <[EMAIL PROTECTED]> wrote:

**

This is simply functioning as designed, Stephen.  When you allocate a
chunk and it is taken, the nextId variable is reset at that time to N +
.  When the server restarts, that's the next ticket number,
regardless of what happened to those preceding it.  Plus, how would it know
whether the Entry IDs allocated were never used, or were used and then
deleted?



*Rick*
 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Heider, Stephen
*Sent:* Friday, February 09, 2007 5:40 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Next-ID-Block-Size - Skipping Numbers

**

Wow.  I am curious as to how this is a benefit.  Does anyone know why BMC
designed it this way [that each time you restart the server it skips Request
ID numbers]?  There must be some benefit, I just can't see it.





Stephen


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Hugo Visser
*Sent:* Friday, February 09, 2007 5:04 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Next-ID-Block-Size



** There's one thing that you have to know when working with this feature.
If you restart the server the "reserved" block gets lost for ever. So when
you start with a fresh form, and have reserved 1000 entry id's, the first
entry id will be 000...1. If you restart the server 999 entry id's ar e
"lost" so the new next entry id (the second ticket in the form) would be
entry id 01000 and not 0..2.

Hugo

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Re: Next-ID-Block-Size - Skipping Numbers

[Hugo Visser]

Well, I disagree. If the server is gracefully stopped (not crashing or some
other exceptional event) I'd expect that after the next startup the next
ticket number would be just the increment of the last ticket number. The
fact that it's not...I think it's poor design. I understand that the way it
is implemented now is the easiest way to implement it in the existing
design. But for some shops that have to account for each "missing" ticket
this feature is useless.

Hugo

On 2/9/07, Rick Cook <[EMAIL PROTECTED]> wrote:


** This is simply functioning as designed, Stephen.  When you allocate a
chunk and it is taken, the nextId variable is reset at that time to N +
.  When the server restarts, that's the next ticket number,
regardless of what happened to those preceding it.  Plus, how would it know
whether the Entry IDs allocated were never used, or were used and then
deleted?

*Rick*
--
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Heider, Stephen
*Sent:* Friday, February 09, 2007 5:40 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Next-ID-Block-Size - Skipping Numbers

**

Wow.  I am curious as to how this is a benefit.  Does anyone know why BMC
designed it this way [that each time you restart the server it skips Request
ID numbers]?  There must be some benefit, I just can't see it.





Stephen


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Hugo Visser
*Sent:* Friday, February 09, 2007 5:04 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Next-ID-Block-Size



** There's one thing that you have to know when working with this feature.
If you restart the server the "reserved" block gets lost for ever. So when
you start with a fresh form, and have reserved 1000 entry id's, the first
entry id will be 000...1. If you restart the server 999 entry id's ar e
"lost" so the new next entry id (the second ticket in the form) would be
entry id 01000 and not 0..2.

Hugo

it___
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Re: Next-ID-Block-Size

[Hugo Visser]

There's one thing that you have to know when working with this feature. If
you restart the server the "reserved" block gets lost for ever. So when you
start with a fresh form, and have reserved 1000 entry id's, the first entry
id will be 000...1. If you restart the server 999 entry id's ar e "lost" so
the new next entry id (the second ticket in the form) would be entry id
01000 and not 0..2.

Hugo

On 2/8/07, Hall Chad - chahal <[EMAIL PROTECTED]> wrote:


I'm really looking forward to this feature. We've had a lot of slow
response issues that we've traced back to 10 or more SQL Server processes
waiting for a lock on the arschema table to free up. In some instances it
might take a full minute for one of them to finally complete. Oddly SQL
Server's sysprocesses table shows zero 'waittime' on all of those processes.
That part I simply can't understand.

We have 20 Fast, 20 List, with private threads for email, DSO, reports,
etc. We generate 60,000 emails per day, 50,000 DSO transactions per day,
3,000 tickets per day, 50,000 records per day on a tracking form, etc. I'm
surprised we don't see this problem more often than we do. Can't wait to
upgrade to 7.x!

Chad Hall
(501) 342-2650

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] On Behalf Of Ben Chernys
Sent: Thursday, February 08, 2007 8:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Next-ID-Block-Size

Server threads.  Though if your client is single-threaded, the server will
only allocate one thread to that client session.  So yes, both would have to
be multi-threaded.  You can emulate this by spawning multiple instances of a
single threaded client against a multi-threaded server.

Again, though the improvements comes when you are creating multiple
records on different tables through workflow in an out-of-sequence manor
simultaenously across multiple threads.

Rick is correct in that when block IDs are used the locking on the
arschema goes away.  In fact, a single, separate, private server thread is
used for next ids when next id blocking is enabled.

So, really, the feature is very useful for preventing a "deadlock" issue
on arschema which is possible with the example I have given below.

Cheers
Ben

>- --- Original Message --- -
>From: Rick Cook <[EMAIL PROTECTED]>
>To:   arslist@ARSLIST.ORG
>Sent: Thu, 8 Feb 2007 06:53:20
>
>As I recall, it allows mechanisms that use a large
>number of Request IDs in
>a short time (like an NMS) to only go to the DB
>once to grab the defined
>chunk of IDs and cache them for its own use, rather
>than constantly go ask
>for them one at a time.
>
>Rick
>
>On 2/8/07, Jarl Grøneng <[EMAIL PROTECTED]>
>wrote:
>>
>> Thanks,
>>
>> Do you mean several threads on the server, or
>several treads from the
>> client? I has a import program doing this, but
>will rewrite it to
>> support multiple threads.
>>
>> --
>> Jarl
>>
>> On 2/8/07, Ben Chernys
><[EMAIL PROTECTED]> wrote:
>> > This only has effect if you are running
>multiple threads.  Further, the
>> real use is to not place a lock on arschema so
>the effects will not be
>> noticed until you have workflow creating multiple
>records firing
>> simultaenously across multiple threads (possibly
>in different orders and
>> timings).
>> >
>> > Example:
>> >   Thread 1 Thread 2
>> > cre XXX  cre YYY
>> > wait 1s  cre XXX
>> > cre YYY  wait 1s
>> > cre XXX  cre XXX
>> >
>> > Cheers
>> > Ben
>> >
>> > >- --- Original Message --- -
>> > >From: =?ISO-8859-1?Q?Jarl_Gr=F8neng?=
>> > ><[EMAIL PROTECTED]>
>> > >To:   arslist@ARSLIST.ORG
>> > >Sent: Thu, 8 Feb 2007 12:33:03
>> > >
>> > >Hi,
>> > >
>> > >
>> > >Has anyone notice any incrase in performance
>> > >setting
>> > >Next-ID-Block-Size to a value higher than 2?
>> > >
>> > >Tried setting this up to 1000, but does not
>notice
>> > >any increase in
>> > >create operation.
>> > >
>> > >--
>> > >Jarl
>> > >
>> >
>>__
>_
>> > >
>> > >UNSUBSCRIBE or access ARSlist Archives at
>> > >www.arslist.org ARSlist:"Where the Answers
>Are"
>> >
>> >
>>
>___
>
>> > UNSUBSCRIBE or access ARSlist Archives at
>www.arslist.org ARSlist:"Where
>> the Answers Are"
>> >
>>
>>
>>
>___
>
>> UNSUBSCRIBE or access ARSlist Archives at
>www.arslist.org ARSlist:"Where
>> the Answers Are"
>>
>
>
>
>--
>Rick Cook
>Cook Enterprises
>253-278-4112
>
>___
>
>UNSUBSCRIBE or access ARSlist Archives at
>www.arslist.org ARSlist:"Where the Answers Are"
>**
>As I recall, it allows mechanisms that use a
>large number of Request IDs in a short time (like
>an NMS) t

Re: Mid Tier Installation 7.0.1 Patch 001 JDK error....

[Hugo Visser]

JBoss seems like a bit of overkill for just running Mid-Tier. JBoss is an
Java EE application server, while Tomcat is a servlet container only. For
Mid-Tier a servlet container is sufficient. As a sidenote, for Tomcat it is
not needed to install a JDK. Installing the JRE is enough to run Tomcat. I
do not understand why the BMC installer is insisting on a JDK when it's not
needed for Tomcat.

Also when you do not need Apache or IIS for some other reason, You could run
Mid-Tier fine on a Tomcat instance, using it as a webserver.

Hugo

On 2/7/07, patrick zandi <[EMAIL PROTECTED]> wrote:


** Thanks..   So what the list is stating .. is correct..
Some are saying .. hey, for me this one is faster ..
others .. we don't know that app.. (then don't use it)..
you are supporting them all..

I don't know JBOSS - I was using Serverletexec.. on Solaris..

Thanks again.. David.. I was waiting for a "Chime in"..

I did see in the KB search .. Fix actions for Serverletexec and Jbos as
recent as JAN 2007..
thanks. again.. .


On 2/7/07, Easter, David <[EMAIL PROTECTED]> wrote:
>
> ** > Support told me they are recommending JBOSS instead of Tomcat ?
>
> If such a statement was made by a support representative, it probably
> represents a personal opinion and not an official position of BMC.  BMC does
> not "recommend" one servlet engine over another.  The choice of servlet
> engine, where a choice is available, is left to the customer.  SLM is an
> example where there currently is not a choice, but for AR System in general,
> customers may choose to use any of the supported servlet engines.
>
> Note that even though ServletExec is not distributed by BMC anymore,
> customers may still continue to use ServletExec as it is completely
> supported.  In no way did the replacement of ServletExec with Tomcat within
> the distribution represent any recommendation of removing ServletExec and
> replacing it with Tomcat in existing or future planned environments.  The
> FAQ in the statement of direction explains this as well.  If ServletExec
> works better in your environment, you can continue using it and still
> maintain support from BMC for that configuration.
>
> Thanks,
>
>  -David J. Easter
> Sr. Product Manager, Service Management Business Unit
>
> BMC Software, Inc.
>
>  --
> *From:* Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG
> ] *On Behalf Of *strauss
> *Sent:* Wednesday, February 07, 2007 11:19 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Mid Tier Installation 7.0.1 Patch 001 JDK error
>
>
>  ** They had better not be changing horses again - we have already had
> to start getting up to speed on a new japp server and web server that we
> have no prior experience with (Tomcat and the Tomcat web), since switching
> to Tomcat on IIS actually runs _worse_ than ServletExec (response times are
> actually slower). Jboss is even less well known - not used at all here, and
> we have refused to install the SLM collector until it runs on either Tomcat
> or ServletExec, as was promised at UserWorld (and still undelivered). BMC
> would be ill advised to try to switch us to yet another japp server in the
> middle of the whole 7.x conversion process; it would indicate very poor
> decision-making processes on their part. That (poor decision-making) is
> already evident enough in their decisions to start selling their
> applications without the three fixed user licenses they have always provided
> to configure/administer the app. Would you buy a new car that came with no
> wheels and tires?
>
> Christopher Strauss, Ph.D.
> Remedy Database Administrator
> University of North Texas Computing Center
> http://remedy.unt.edu/helpdesk/
>  --
> *From:* Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG
> ] *On Behalf Of *patrick zandi
> *Sent:* Wednesday, February 07, 2007 12:30 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Mid Tier Installation 7.0.1 Patch 001 JDK error
>
>
> ** Support told me they are recommending JBOSS instead of Tomcat ? it is
> faster and better to work with...
> Ask them about that as well..
>
>
> On 2/7/07, Kemes, Lisa <[EMAIL PROTECTED] > wrote:
> >
> > ** Update...
> >
> > I uninstalled Java 5 and installed Java 1.4.2 and started up the Mid
> > Tier installation again and I'm no longer getting this error message, but I
> > still can't get to the mid tier configuration site.
> >
> > I did a new install of IIS 6, Java, Mid Tier and Tomcat on our Windows
> > 2003 server.  Weird, you would think it would work.  I'm sending a ticket to
> > Remedy Support.
> >
> > thanks!
> >
> > Lisa
> >
> >
> >  --
> > *From:* Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG
> > ] *On Behalf Of *Kemes, Lisa
> > *Sent:* Wednesday, February 07, 2007 12:04 PM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* Re: Mid Tier Installation 7.0.1 Patch 001 JDK error
> >
> >
>

Re: Mid Tier Timestamp

[Hugo Visser]

I haven't tested this, but you can try this:

Make sure the Mid-Tier has a preference server set. Login using the usertool
while using the same preference server. Set the timezone using the
tools->options->locale tab of the user tool settings.
That should have created a prefrence record for the user. Now log on to the
Mid-Tier using the same user. If designed correctly, the timezone setting
will be picked up from the preference setting and the timestamp conversions
will be ok.

Rationale why this should work: the user tool can get the timezone setting
(and locale) from the OS settings, even if nothing is configured. A web
client however does not send it's timezone offset to the webserver. So
without any preference set the Mid-Tier can never determine the users
timezone offset and it falls back to the default timezone, which is the
timezone of the Mid-Tier server.

Please try it and let us know :)

Hugo

On 2/7/07, Kern, Robert SBA <[EMAIL PROTECTED]> wrote:


Hello Sudha,

actually the displayed time when viewing a request at the Midtier should
be calculated against the time setting of the local PC, right ? (pretty much
as with the timezone of the user client ... if nothing is selected, the PC
time should be used - with the Midtier you perhaps have to make sure that no
one used a preference and selected a different timezone over there :-)

Anyway... we have an international environment over here as well and maybe
facing something similiar to you as well ... the Midtier Server in question
is located in GMT+1. Users from other countries get their time converted at
the web, based on the local PC setting.

So far so good ... however we have an issue with a) some users at the CST
zone, or b) maybe with CST in general. What is happening there is, that the
timezone of the webserver is displayed at the web. The user client works
normally, like you said.

Atm I think that is a bug. Maybe related to Midtier 6.3p20 (we're using a
6.3p20 server).


Have not yet opened a ticket with Remedy (suppose it would not make that
much sense) and want to trigger some further testing (like what happens when
they use a 7 midtier, and is it really everyone from CST or just some and so
one).


Good luck,
Robert

Mit freundlichen Grüssen
Robert Kern

Siemens AG
GIO IT SHS SBA
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-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] On Behalf Of Suddhasil sircar
Sent: Wednesday, February 07, 2007 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Mid Tier Timestamp

Hi Listers,

I have my mid tier in one geographical location and my AR Servers in
different geographical locations. I have two AR Servers configured in
that particular mid tier. These AR Servers are located in two
different geographical locations with different time zone.

When I view an existing ticket through web, I see the time stamp based
on the mid tiers location. But when I view it from a client, it gives
me the time stamp based on the locale I configure.

I want to view the AR Servers time stamp from the web when I am
viewing an existing ticket. Is there any way to configure the
preferred time stamp in mid tier?

I am using:
AR Server: 5.1.2
Mid Tier: 6.3
IIS: 5
Remedy client: 5.1.2

Thanks,

Suddha


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Re: Workflow

[Hugo Visser]

Rick,

I think the misunderstanding is that all clients fire the interval at the
same time. This is not true, as there is no synchronisation between clients.
What could be true (I haven't verified, but I can imagine), is that there's
one "queue" that handles all interval activelinks, like the escalation queue
on the server. So if you'd have multiple activelinks that fire on a 3 second
interval, those activelinks would fire at the same time in the client (ar
user or midtier). As the clients are not sychronized the load on the server
is more randomized. For client side stuff the interval impact should be
neglectable.

We're using the interval links in several places in our application (
www.expertdesk.com) and we haven't had any reports or proof of spikes in the
server load when the interval links fire. Of course you should not be
hitting the server every 3 seconds if it's not absolutely needed. And if you
do, remember that it has impact on users that are using floating licenses,
as each server interaction will renew the license token.

Regarding the log files, I assume Doug was pointing at the client side log,
as each "on interval" link would be logged to the workflow.log if you enable
that.

Hugo

On 2/1/07, Rick Cook <[EMAIL PROTECTED]> wrote:


Doug, not that this is a big deal or anything, but if the earlier report
that the 3 second interval AL was synced to happen all at once for
multiple
clients, that means that either there is C/S traffic, or that there is
some
variable set on the client as a result of the AL and form load.

Plus, you mentioned that logs got larger when it was active.  Were those
client logs or server?

I'm not picking at you, I just want to be as clear as I can be on some of
the find points of how it all works.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Doug Blair
Sent: Wednesday, January 31, 2007 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow

All,

Funny that this subject would come up like this, but just Monday I got a
request to build the three second interval counter to show characters
remaining. Works.

I was concerned about performance too, so my test form has one active link
that calculates the remaining space in 16 character fields (set fields X =
255 - LENGTH($field$) every three seconds (one set field action, 16
fields).
The integer fields have no label, disabled change flag, and is displayed
as
text adjacent to each character field. If you watch closely Aruser's CPU
was
up by a (one) percent when this window is open, but you're only typing in
one field at a time. No human-discernable pause, but the workflow log gets
pretty large...

There's no client-server traffic in this, networking's not an issue.

Doug



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Re: Customizations with Apache Tomcat and Mid-Tier - RESOLVED

[Hugo Visser]

Hi,

Tomcat will cache compiled jsp's in it's "work" directory. When a jsp is
modified it's timestamp is updated and Tomcat will recompile and cache the
jsp again. Since you are copying over "old" files over "new" files, Tomcat
does not notice the change and does not recompile the jsp. So effectively
it's still serving the one from the "work" dir.

The solution is to stop Tomcat, remove the work dir and restart.

The "update cache" button on the Mid-Tier config page has nothing to do with
jsp caching (that Tomcat performs), but with caching of AR System form
definitions. You'd use that if the Mid-Tier is serving an out of date form
for some reason.

Hope this makes things more clear.

Hugo

On 1/4/07, LAU, DARREN (ASI) <[EMAIL PROTECTED]> wrote:


Thanks for the tips everyone.  Carey I checked that autodeploy variable
and it was already set to true.  I have to add that I left out a little
info in my original post.  What I did was I first saved my customized
mid-tier files like login.jsp, logout.jsp, etc. from my original
ServletExec/MT installation.  After installing Tomcat and Mid-Tier I
overwrote the out of the box files mentioned above with my custom ones
using copy/paste.  But none of the customizations worked at first.  Then
I made a negligible change in login.jsp manually using notepad and saved
it.  After that the Authentication box disappeared.  I did the same with
the other files and then those customizations took as well.  I'm
guessing the modified timestamp of each file has something to do with
what I was experiencing?



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, January 04, 2007 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Customizations with Apache Tomcat and Mid-Tier

Darren,

My bet is that your Tomcat is installed in a "production" mode. What
that means is that it does not re-read the physical files on the web
server after start up for "performance" and "security" reasons.

So you can either stop and start Tomcat after every change, or signal
it to redeploy the web application in question (The mid-tier, which
normally is /arsys) after every change.

You can also opt to alter the config of the server to "autoDeploy"
changes to the web applications too. In the server.xml configuration
file:

  

  
  

NOTE: The autoDeploy="true" part. Check your file and see if it is set
to false.

There might also be a setting in the "Loader Component" too. But I
believe that the Host level setting takes precedence over it anyway.
(but I could be wrong about that.)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.





On 1/4/07, LAU, DARREN (ASI) <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> My question is how do you get Tomcat to recognize the customizations
made to
> various Mid-Tier .jsp files?  I recently installed Apache Tomcat with
> Mid-Tier 7 patch 1 on our Win2k3 test server.  Problem is the
customizations
> I made previously with ServletExec won't take.  For example on the
login.jsp
> I commented out the section for the Authentication field and on
> login_common.jsp I replaced the standard logo_img variable with a
custom
> jpg.  This worked no problem with ServletExec.  But those same
> customizations won't take on our Tomcat configuration.  The login.jsp
page
> remains the same as the default configuration out of the box.  I tried
> restarting the Tomcat service several times, tried playing with some
things
> in Tomcat manager like reloading the webapp, all to no avail.  I'm new
to
> Tomcat so I'm guessing I'm just missing something really simple here.
If
> someone can give me a clue or point me in the right direction I'd
really
> appreciate it.  Thanks.
>
>
>
> Darren Lau __20060125___This posting
> was submitted with HTML in it___


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Re: Import Tool v6.3 P19 or BMCRemedy's Import "Fix" Debacle

[Hugo Visser]

Michelle,

Unfortunately there is no "true" csv format. There are several variants,
some supporting returns. Some use quoted values, some do not. From a
technical point of view it is very hard to support just "csv". The import
tool should be detecting the csv variant, but obviously it is only sticking
to one format, which they even "fixed".

What you could do is process the exported csv in such a way that the import
tool will import those correctly (for example replacing the return
characters). Or use a more reliable format such as xml for the export and
import.

Btw, Excel tends to change long colums to # in my csv export, and it's
also using ";" (the list separator) in my csv files. For csv I've ditched
Excel and I'm using OpenOffice. OpenOffice allows me to control how my csv
is exported and it is working great.

Hugo

On 12/15/06, Lucero, Michelle - IST contractor <[EMAIL PROTECTED]>
wrote:


Hey, Folks:

First, am I only the one who takes issue with this statement?
"Remedy was never meant to import data from other sources", Tech Support
by way of backline engineering.

"...and working as designed.  We have fixed something that was broken
[for almost 15] years.

I have an issue that I have been fighting since May 1, 2006.  The
original issue is fixed however engineering has introduced another.  I
mean a HUGE one that they consider to be a fix.  I wholeheartedly
disagree.

TEST A: (Export data from external application. Import into a test
Remedy form with these steps)
Export about 25 records from an application with large text fields that
might contain returns or commas.
For sanity sake, open it in Excel.  Verify that you see 25 rows of data.
(You will. Excel comprehends true CSV.)
Close file without saving.
Open ANY other version of the import tool BESIDES Import Tool 6.3 P19.
Map fields accordingly to your Remedy form.
Import.
Expected Results:
Check test form.  You should see the 25 records imported.


TEST B: (Follow the same steps as listed above, with one exception.  Use
the 6.3 Patch 19 import tool.
Undesired Results:
Your 25 records might turn into 35, 40, 50, etc.
For the extra records that are created, data will be thrown into
incorrect fields.  The first 25 rows that are listed will not contain
all of the data.

TEST B according to Remedy Engineering is a FIX and is working as
designed. I call it an UNUSABLE data disaster.
That was the bad news.  The worse news is that this will be the "fix"
for all subsequent patches.

If Remedy Engineering really meant what they said, "Remedy was never
meant to import data from other sources".  Then how would new customers
ever expect to migrate their data into a Remedy form.  Since, I thought
the statement was the most ludicrous thing I'd ever heard, I asked for
it to be repeated...and it was.

Since this has been going on for so long (it started with the fallback
mapping issue).  I honestly would welcome someone from BMC Remedy to
tell me that there has been a huge miscommunication.

Because if Patch 19 is the "fix" for something that has been working
properly since the first time I imported data, then the import tool has
now been rendered useless.  We will now have to tell potential
customers, "I'm sorry there is no way for us to migrate your existing
data".

Stepping down from my soapbox,
Michelle


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Re: Java Extended API for J2SE5.0

[Hugo Visser]

That really sounds like a awsome product John!!! Too bad you have already
mentioned it a thousand times. I think we got your point now :)

On 12/11/06, John Baker <[EMAIL PROTECTED]> wrote:


Dan,

Or you could use the XML Gateway, which is a bit like Kinetic but an awful
lot
better. For a start, it provides a generic XML based system of accessing
Remedy, as well as LDAP/Active Directory, any SQL database with a JDBC
driver
and it will even query the Remedy database directly, performing all the
Remedy form/field to T table and C column conversions.

It'll do all that over HTTP, webservices, Java Messaging Services, and you
can
read from files/e-mail too, if you must.

Perhaps it's time for some new diagrams?

http://www.javasystemsolutions.com/products/xmlgateway/diagrams.php

Also, given the 'federated CMDB' doesn't really exist yet, the XML Gateway
provides an excellent 'CMDB enabler' tool.

If you fancy writing some Java, there are plenty of interfaces into the
product that allow anyone to build bespoke functionality. Don't like the
standard XML response? Fine, change it. Need a bespoke way of sending an
XML
document to a target system? Fine, write your own and plug it in.

I almost wish it made the coffee too, but sadly it doesn't do that quite
yet.


John

Java System Solutions : http://www.javasystemsolutions.com


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Re: Open source projects - now LGPL

[Hugo Visser]

Thanks for the effort Dan!

On 12/12/06, Dan Hardy <[EMAIL PROTECTED]> wrote:




Hi all,



I have re-licensed three open source projects as LGPL which were
previously GPL.  This should eliminate any concerns about using these
projects at client sites, or even in commercial offerings.  They of course
remain 100% free and open source.



I have already updated the project pages – it may take me a day or so to
update the embedded license files in the distributions.



The open sourced projects are:

RTL – http://www.sourceforge.net/projects/rtl (see
http://rtl.sourceforge.net/doc )

JOARSE – http://www.sourceforge.net/projects/joarse (see
http://joarse.sourceforge.net/doc )

COARSE – http://www.sourceforge.net/projects/coarse



Regards,

Dan Hardy

Pathworks Software

Get It Done Right, Every Time

http://www.PathworksSoftware.com/ 

Introducing Pathworks 2.5!





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Re: Java Extended API for J2SE5.0 ?

[Hugo Visser]

Dan,

If we could abstract out the binding between the JNI stuff and the Server
object, using a ServerFactory or whatever, you could "plugin" the server
implementation. Either one build on RTL, the Remedy API or somekind of
remote api. For that the API itself must be pretty solid ofcourse.

Just a thought, I'd be happy to contribute.

Hugo

On 12/11/06, Carey Matthew Black <[EMAIL PROTECTED]> wrote:


Dan,

Exactly what I was thinking. (But I was thinking less about HTTP(s)
and more of a socket/network connection stuff. Just native between a
custom Java API and the Custom Java Server that uses JNI to talk to
ARS.)

You could opt for one more layer of extraction/abstraction (than I was
thinking about) and go with HTTP(s) with something like "Klink".
(http://kineticdata.com/products/klink/index.htm)

"
Kinetic Link, or Klink, is a web framework that provides a consistent
XML over HTTP interface for interacting with BMC Remedy Action Request
System. The framework itself is written using Java Servlets and Apache
Struts. Once Klink is running any language that can make HTTP requests
and parse the XML results can be used to consume the framework.
"

As of 2006.09.15 it looks like they think it is ready for v7 too.


I have yet to set it up and try to figure out how much of the Remedy C
API is exposed (and how it is exposed) via Klink. However I know the
people behind this and I would bet that it is a reasonable approach to
such an interface.

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On 12/11/06, Dan Hardy <[EMAIL PROTECTED]> wrote:
> **
>



> -  The only practical way I see to get to a "pure" Java API is
to
> build a server component that itself uses JNI, and then have the pure
Java
> client API talk to this service instead of the AR Server.  You'd have to
> install this proxy/adapter software on the server box, and the client
Java
> API would communicate with HTTP(s).  This is certainly doable, but I
have
> not spent any time on it myself.  There is proprietary stuff inside the
C
> API that makes it impossible to build a pure Java API yourself – but you
can
> choose whether to put the JNI bit on every client, or on this server
> component.
>
> Regards,
>
> Dan Hardy
> Pathworks Software
> http://www.PathworksSoftware.com/


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Re: Java Extended API for J2SE5.0 ?

[Hugo Visser]

Axton,

That applies to LGPL, the Lesser GNU Public Licence. JOARSE is licensed
under the "normal" GPL as far as I can see, the sources contain the line:

 * JOARSE is free software; you can redistribute it and/or modify
 * it under the terms of the GNU General Public License as published by
 * the Free Software Foundation; either version 2 of the License, or
 * (at your option) any later version.

Also the sourceforge.net project page states the GPL license, not the LGPL
license.

See this FAQ for the GPL:
http://www.gnu.org/licenses/gpl-faq.html#TOCIfInterpreterIsGPL (third
paragraph).

Essentially that is what I'm pointing out. That's why I basically said that
I'd be OK with LGPL, although I prefer a less strict license such as the
Apache License or BSD.

Hugo


On 12/11/06, Axton <[EMAIL PROTECTED]> wrote:


** http://www.gnu.org/licenses/lgpl-java.html provides a better synopsis
of the issue.  I would like to quote the following:

"If you distribute a Java application that imports LGPL libraries, it's
easy to comply with the LGPL. Your application's license needs to allow
users to modify the library, and reverse engineer your code to debug these
modifications. This doesn't mean you need to provide source code or any
details about the internals of your application. Of course, some changes the
users may make to the library may break the interface, rendering the library
unable to work with your application. You don't need to worry about that --
people who modify the library are responsible for making it work.

When you distribute the library with your application (or on its own), you
need to include source code for the library. But if your application instead
requires users to obtain the library on their own, you don't need to provide
source code for the library."

Axton Grams

On 12/11/06, Hugo Visser <[EMAIL PROTECTED]> wrote:
>
> ** Axton,
>
> I'm well aware of GPL and Java being opensourced under the GPL. There's
> one exception though, Java is GPLled with the classpath exception that
> allows linkage from any program, opensource or not. Without that exception,
> the linking program must also be GPL. See the wikipedia site on this for
> more info: http://en.wikipedia.org/wiki/GPL_linking_exception. The first
> line reads:
>
> " *Linking this library statically or dynamically with other modules is
> making a combined work based on this library. Thus, the terms and conditions
> of the GNU General Public License cover the whole combination."
>
> *Java is now being open sourced under the GPL with the classpath
> exception. That allows normal developers to _use_ the jvm as usual. If they
> _change_ the jvm they should share those changes. Without the exception,
> linking would also qualify as a derrived work, thus a change.
>
> I'm not a legal guy, but I've read topics on this subject many times and
> I just wanted to raise the question as it might be a problem when using RTL
> or JOARSE at customer sites. Unless you are meaning to GPL your source
> ofcourse.
>
> Hugo
>
> On 12/11/06, Axton <[EMAIL PROTECTED] > wrote:
> >
> > ** GPL languages do not require programs written with them to be GPL.
> > It only requires that projects derived from the GPL'd software be GPL'd (
> > i.e., you write a fork of RTL that you want to release).  Think about
> > it, Java is moving to GPL, gnu gcc is GPL, and the list goes on and on.
> >
> > Axton Grams
> >
> >
> >  On 12/11/06, Hugo Visser <[EMAIL PROTECTED] > wrote:
> > >
> > > ** Dan,
> > >
> > > As a sidenote, why is JOARSE made GPL? GPL will require that any
> > > program that uses JOARSE to be GPL as well. Wouldn't be LGPL be a better 
fit
> > > (I'd prefer Apache or BSD license myself)?
> > >
> > > Hugo
> > >
> > > On 12/11/06, Hugo Visser <[EMAIL PROTECTED] > wrote:
> > > >
> > > > Dan,
> > > >
> > > > Personally I'm reluctant to use another library that uses JNI.
> > > > Although the Remedy supplied API is a bit weird and maybe even buggy on
> > > > certain areas, it is supported and also runs on all of the supported
> > > > platforms. We have customers on about every supported platform so I 
really
> > > > care about that one. That's why I'd rather "wrap" the Remedy supported 
API
> > > > (with the JNI part), and not build (or reuse) something else that has
> > > > essentially the same kind of deployment problems (JNI libraries and 
related
> > > > libraries).
> > > >
> > > > I agree that the non-JNI route

Re: Java Extended API for J2SE5.0 ?

[Hugo Visser]

Hi Axton,

Yes I know. My point is that I do not see much use in switching one JNI
wrapped API by another JNI wrapped API. The issues that are present with the
JNI stuff are not going away when switching to JOARSE. My other point is
that RTL and JOARSE do not support all Remedy platforms and that there's no
or limited community support.

The "only" benifit for using JOARSE could be the simplified API. If I have
some spare time I'll take a better look at JOARSE to see if the dependency
on the JNI part can be abstracted out so that the Remedy API can be used
underneath. As far as I can tell the only JNI class involved is the Server
class.

Hugo

On 12/11/06, Axton <[EMAIL PROTECTED]> wrote:


** RTL is a C++ wrapper for the BMC provided libraries.
JOARSE is a JNI wrapper for RTL

In essence, RTL and JOARSE are based on the supported libraries, they
simply implement a layer of abstraction that makes programming with them
much easier.

Axton Grams

On 12/11/06, Hugo Visser <[EMAIL PROTECTED]> wrote:
>
> ** Dan,
>
> Personally I'm reluctant to use another library that uses JNI. Although
> the Remedy supplied API is a bit weird and maybe even buggy on certain
> areas, it is supported and also runs on all of the supported platforms. We
> have customers on about every supported platform so I really care about that
> one. That's why I'd rather "wrap" the Remedy supported API (with the JNI
> part), and not build (or reuse) something else that has essentially the same
> kind of deployment problems (JNI libraries and related libraries).
>
> I agree that the non-JNI route will be hard or even impossible, since it
> involves reverse enginering of the RPC protocol calls and that is probaly
> not allowed, if you get it done in the first place at all :)
>
> So don't get me wrong, I think it's great that there are alternatives
> such as RTL and JOARSE, I'm sure those libraries help many people in doing
> their jobs effectively. I was just thinking up loud considering the
> alternatives to the Remedy Java API, and maybe a bit daydreaming about a
> pure Java version of it :)
>
> Hugo
>
> On 12/8/06, Dan Hardy <[EMAIL PROTECTED] > wrote:
> >
> > **
> >
> >
> >
> > Rather than start any new projects, please consider adding to these
> > existing projects:
> >
> >
> >
> > C++ (uses STL for collections, exceptions, and provides encapsulation
> > of memory management.  Compiles on Windows, Linux, Solaris.)
> >
> >
> >
> > http://www.sourceforge.net/projects/rtl
> >
> > Why you should use this: http://rtl.sourceforge.net/doc  (check out
> > the code comparison)
> >
> >
> >
> > Java (uses proper collections, and is reasonably OO – could use an
> > upgrade to Java 5 features.  Works on at least Windows and Linux – can't
> > recall if I provided Solaris binaries)
> >
> > http://www.sourceforge.net/projects/joarse
> >
> >
> >
> > COM (automation compatible, uses proper COM collections and error
> > handling, and is also usable from .NET – only 168 kb)
> >
> > http://www.sourceforge.net/projects/coarse
> >
> >
> >
> > As far as I know, these are all very stable.  The latter two projects
> > build on the first (they were initially examples of how trivial it is to
> > build APIs for other languages once you have RTL).
> >
> >
> >
> > Dan
> >
> >
> >
> >
> >  --
> >
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] *On Behalf Of *Hugo Visser
> > * Sent:* Friday, December 08, 2006 3:18 AM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* Re: Java Extended API for J2SE5.0 ?
> >
> >
> >
> > ** John,
> >
> > No JNI that would be great :) In the past I've investigated doing a
> > "light" api in pure Java, but the whole RPC stuff seemed the biggest hurdle.
> > One could ofcourse build a wrapper around the existing API using collections
> > and annotations (which I have done just to keep things compatible) but then
> > you'll still be stuck with the jni stuff. I think it would be nice to start
> > some kind of opensource project of some kind for making working with Remedy
> > easier. Maybe an API layer or an alternative API.
> >
> > Hugo
> >
> >  On 12/8/06, *John Baker* < [EMAIL PROTECTED]> wrote:
> >
> > Julio,
> >
> > I feel your chances of getting that from the Remedy Java API are
> > around nil.
> > The API isn't even O