RE: RE: Announcements: Doug Mueller has left BMC, ARSlist will be shutting down on US Thanksgiving, Nov. 28th

[Hullule, Kiran]

Doug - The Legend
We will miss you.

Thank you for everything you did in this space.

Best Regards
Kiran H

Sent from my Android phone using TouchDown (www.symantec.com)

From: ARSList  on behalf of Timothy Powell 

Sent: Thursday, October 3, 2019 1:33:17 AM
To: 'ARSList'
Subject: [EXTERNAL] RE: Announcements: Doug Mueller has left BMC, ARSlist will 
be shutting down on US Thanksgiving, Nov. 28th

Doug,
It was a pleasure knowing you, catching back up and talking to you at events, 
and for me, the rare opportunity to actually work with you for several months 
on a project. It was truly an honor and something I will never forget.

Best wishes in your future endeavors Doug! I hope we'll still see you around my 
friend.

With respect and admiration,
Tim Powell

From: ARSList  On Behalf Of arsl...@danielbloom.ca
Sent: Wednesday, October 02, 2019 5:44 PM
To: arslist@arslist.org
Subject: Announcements: Doug Mueller has left BMC, ARSlist will be shutting 
down on US Thanksgiving, Nov. 28th

Doug Mueller's last day at BMC was Monday, September 30th. As we all know, Doug 
was the creator of the ARSystem as a founding member of Remedy Corporation.

He has always retained the philosophy of supporting the user community, even 
before he accepted my invitation to join this list in 1993.

After consultation with Jason and Misi, the current custodians of this ARSlist, 
it was decided that I should post to this external list that Doug has left, in 
the hopes that all current and former members of our community can express 
their best wishes here where it can be done outside of a Corporation based 
community and where Doug can of course also read them.

In Doug's honor, it was also decided that we would shut down the ARSlist 
permanently on US Thanksgiving, giving folks until then to post their comments, 
and to signify the thanks we give to Doug for all he has done.

My understanding is that the archives will continue to be available, and of 
course can be saved for posterity.

For my part, it was sad news that someone who has contributed so much, holds so 
many forward thinking innovative patents singularly and jointly with others, 
would be departing.

I was supposed to post this yesterday and it took me until today to accept that 
he really had left. I won't be disappointed if I am proven wrong ...

Dan
Daniel Bloom
Founder of the ARSlist in November 1993
Active in the Remedy ARSystem world since 1.0


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RE: Date format in Java API search criteria

[Hullule, Kiran]

if this is 9.1 then you have arserverd.conf under /bin you need to define date 
format there. See if that helps.

Sent from my Android phone using TouchDown (www.symantec.com)

From: ARSList  on behalf of Carl Wilson 

Sent: Wednesday, December 13, 2017 11:01:44 PM
To: 'ARSList'
Subject: RE: Date format in Java API search criteria

Then the date format is taken from the AR Server format.

--

Kind Regards,

Carl Wilson


From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of LJ LongWing
Sent: 13 December 2017 22:51
To: ARSList 
Subject: Re: Date format in Java API search criteria

The problem here is that he's not writing a java application, he's using an 
existing BMC provided tool, he just wants to be able to specify the date format 
for his queries

On Wed, Dec 13, 2017 at 3:46 PM, Carl Wilson 
mailto:carlbwil...@gmail.com>> wrote:
Hi Misi,
When using dates in Java, I predefine the date format to use with the following:

Declarations

static DateFormat dateFormat = new SimpleDateFormat("/MM/dd HH:mm:ss");

Then when invoking, use the following to convert the date(s) correctly:

Date dateLicenseDate = dateFormat.parse(strLicenseDate);

Other examples:

Date date = new Date();
String strDateNow = dateFormat.format(date);
Date dateNow = dateFormat.parse(strDateNow);


--

Kind Regards,

Carl Wilson


From: ARSList 
[mailto:arslist-boun...@arslist.org] On 
Behalf Of Misi Mladoniczky
Sent: 13 December 2017 18:10

To: ARSList mailto:arslist@arslist.org>>
Subject: Re: Date format in Java API search criteria

Hi,

Some further testing seems to indicate that the following different formats 
always works in any combination:

Date portion: "2017-01-31", "2017.01.31" or "01/31/2017"

Time portion: "23.59.59" or "11:59:59 PM"

There might be more that works, but the question about controlling the format 
still remains...

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

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
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December 13, 2017 6:01 PM, "Grooms, Frederick W" 
mailto:%22Grooms,%20frederick%20w%22%20%3cfrederick.w.gro...@xo.com%3e>>
 wrote:

What if you do set ARDATE?

From: ARSList 
[mailto:arslist-boun...@arslist.org] 
On Behalf Of Misi Mladoniczky
Sent: Wednesday, December 13, 2017 10:46 AM
To: ARSList mailto:arslist@arslist.org>>
Subject: Re: Date format in Java API search criteria

Hi,

Well, on my Ubuntu-machine it apparently defaults to the Swedish format 
"-MM-DD HH:mm:ss". One of my clients using that same program are 
successfully using the format "M/D/ h:mm:ss a"...

I tried changing my LANG environment variable without success. It seems to pick 
up some other system setting.

My standard setting:
locale
LANG=sv_SE.UTF-8
LANGUAGE=sv
LC_CTYPE="sv_SE.UTF-8"
LC_NUMERIC=sv_SE.UTF-8
LC_TIME=sv_SE.UTF-8
LC_COLLATE="sv_SE.UTF-8"
LC_MONETARY=sv_SE.UTF-8
LC_MESSAGES="sv_SE.UTF-8"
LC_PAPER=sv_SE.UTF-8
LC_NAME=sv_SE.UTF-8
LC_ADDRESS=sv_SE.UTF-8
LC_TELEPHONE=sv_SE.UTF-8
LC_MEASUREMENT=sv_SE.UTF-8
LC_IDENTIFICATION=sv_SE.UTF-8
LC_ALL=

I reset LC_ALL and get this, but the parseQualification still uses the same 
-MM-DD format:
locale
LANG=en_US.UTF-8
LANGUAGE=sv
LC_CTYPE="en_US.UTF-8"
LC_NUMERIC="en_US.UTF-8"
LC_TIME="en_US.UTF-8"
LC_COLLATE="en_US.UTF-8"
LC_MONETARY="en_US.UTF-8"
LC_MESSAGES="en_US.UTF-8"
LC_PAPER="en_US.UTF-8"
LC_NAME="en_US.UTF-8"
LC_ADDRESS="en_US.UTF-8"
LC_TELEPHONE="en_US.UTF-8"
LC_MEASUREMENT="en_US.UTF-8"
LC_IDENTIFICATION="en_US.UTF-8"
LC_ALL=en_US.UTF-8

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

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at http://rrr.se




December 13, 2017 5:29 PM, "LJ LongWing" 
mailto:%22lj%20longwing%22%20%3clj.longw...@gmail.com%3e>>
 wrote:

okthat's a very good question that I've never had to explore.the API 
defaults to MM-DD- HH:MM:SS type of formatwhich is standard in America 
(and just about nowhere else)I've never had to deal with date/time 
formatting in the Java APIso sorry, I don't have a ready answer for you :|

On Wed, Dec 13, 2017 at 9:15 AM, Misi Mladoniczky 
mailto:m...@rrr.se>> wrote:

Hi,

You sort of understood.

It concerns controlling the date+time format when the Java-API program is 
calling the parseQualification method.

In a C-API program, you just set the environment variable ARDATE be

Re: CAI Events

[Hullule, Kiran]

Do you see Domain Name parameter in your AR.cfg file?

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Kevin Shaffer [kshaf...@partneritsm.com]
Sent: Wednesday, March 9, 2016 9:12 AM
To: arslist@ARSLIST.ORG
Subject: CAI Events

**
ARS 8.1.00 NO Service Pack

In the CAI Events form, I can see the value for the Source Server on every 
record is showing ...  I don’t know if this is 
an issue or not.  Does anyone know how this value is generated.  I am wondering 
if there is a config file or record that we may have set incorrectly.  I would 
expect the source server to either be  OR ..  The fact that the fqdn is repeated concerns me.

Thanks


[Partner Logo-EmailSig]
Kevin Shaffer, Senior Partner
Partner IT, Inc.
(O) 888-380-8899
(C) 316-208-5341
(F) 708-887-1704

[ZA104088553] [ZA104088555] 
  [ZA104088556] 


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Re: ranking data ars8.0(solaris)

[Hullule, Kiran]

Its server-connect-name , i.e individual to each AR Server host name. this 
entry is created in ranking form. Server-Name is a common name alias of server 
group (mainly load balancer name), ranking form MUST have server-connect-name 
value of each server , also servgrp_board table in db must have same 
server-connect-name values.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: 13 September 2015 01:57
To: arslist@ARSLIST.ORG
Subject: Re: ranking data ars8.0(solaris)

**
Hi Frex,

I believe it is in the ar.cfg (conf) as the "Server-Name".or 
"Server-Connect-Name" -- can't remember which off-hand, but it's one of the 
two. You can delete the ranking form records and restart the server after 
correcting the name and the ranking records will be recreated.

Good lick with it!
-JDHood

On Sat, Sep 12, 2015 at 3:13 PM, frex popo 
mailto:frexpo...@gmail.com>> wrote:
**
​

Dear all,



Have installed ars8.0 on a 3rd server in an existing server group. All went ok 
apart from one thing. Make the server part of the server group and open the 
Server Group Operation Ranking form only that all the records for this third 
node have in their server field the FQDN instead of the Alias. All the others 
nodes installed in the have the alias instead. I guess this is because during 
installation the installer prompts for an alias and a host name/IP and filled 
them in for you and by default add the FQDN in the host during installation.

I checked the database tables and the only table I could see the entries for 
all the nodes in the server group is SERVGRP_BOARD. I did change it there 
restarted the server but the data is again generated with the FQDN in the 
server field.

Does anyone know where the server picks this up to create the records in that 
form? I have enabled the SQL logs but so far no luck! I checked the arsystem 
script etc but can’t find where the FQDN is hard coded.



Any thoughts will be very much appreciated

Regards

Frex
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Re: Remedy 9

[Hullule, Kiran]

Jaime

you missed another important functional and architectural change,
AR Server is no longer Native - C process but its ServerJ now. This is a very 
important change in the platform side.


On Wed, May 20, 2015 at 6:54 AM, Jamie 
mailto:jamie.bo...@transamerica.com>> wrote:
There hasn't been any new UI functionality added to Remedy 9, everything UI 
based is being moved into Smart IT.  The big updates in Remedy 9 includes the 
following:

Smart Reporting
Archiving
Full Java Plugins
Workflow & data Elevation tool
On-boarding Wizard for Data Load utility
Restful APIs
Pre-built CMDB integrations for ADDM & SCCM
CMDB permission updates
Other CMDB improvements

Below are direct links to BMC Docs for the enhancements in ARS, ITSM, & CMDB:
https://docs.bmc.com/docs/display/public/ars9000/BMC+Remedy+AR+System+enhancements+in+version+9.0.00
https://docs.bmc.com/docs/display/public/itsm90/Release+notes+and+notices
https://docs.bmc.com/docs/display/public/ac9000/Home

Most of the BMC marketing and advertising screenshots or videos out there are 
showing Smart IT and Smart Reporting.  Not much of those videos are showing 
Remedy itself.  Some new improvements to Smart IT 1.1 (which was release with 
Remedy 9) includes Change Management and RKM Administration and some 
improvements to the Incident functionality.  A few missing pieces with Smart IT 
1.1 for Change is Change Collisions and Impact Simulation.  I'm hoping they 
include this functionality in their next release, which BMC has been 
communicating they are looking to provide updates to Smart IT every 3-4 months. 
 So hopefully they have something new to show at Engage this year.

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Re: How to - Remove all Overlays from a Form

[Hullule, Kiran]

Update: I did talk to product development team in this regards, developers 
mentioned that , whatever we do within Best Practice Customization Mode is all 
overlay, so whatever the options you see, add/delete/create etc . they are only 
applicable to the overlay objects.. if the object/s  is/are non-overlay then 
you won’t see delete option unless you are in Base mode. This being the reason 
there is no need to label the options explicitly for overlay as a person who is 
dealing with developer studio know what he/she is doing and what is the 
significance of each mode.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: 23 April 2015 20:30
To: arslist@ARSLIST.ORG
Subject: Re: How to - Remove all Overlays from a Form

**
That would be great!

I am glad to see I am not alone in thinking there should be difference 
verbiage. I mentioned it in either the 7.6.03 (before it was pulled from that 
version) or 7.6.04 beta; before this features was GA but it went forward as is.

On Thu, Apr 23, 2015 at 6:37 AM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS 
mailto:lisa.kemes@dla.mil>> wrote:
Wow thanks Kiran!  That would be great!

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Hullule, 
Kiran
Sent: Thursday, April 23, 2015 4:34 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How to - Remove all Overlays from a Form

I am providing this feedback to our development team to see if this enhancement 
can be incorporated in developer studio.
I will update you all.

Regards
Kiran
BMC Software
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Kemes, 
Lisa A DLA CTR INFORMATION OPERATIONS
Sent: 22 April 2015 22:05
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How to - Remove all Overlays from a Form

It looks like "Delete" with no "overlay" label.

It's really scary when I delete an overlay using this, because I'm always 
scared that I'm going to be deleting the form.  But if it's overlaid, then you 
will only be deleting the overlay of the form.

Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of San Diego
Sent: Wednesday, April 22, 2015 11:41 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How to - Remove all Overlays from a Form

**

Sorry, while creating overlay is in the form menu, delete form overlay is NOT, 
else I would not have posted.  Thanks, though.

On Apr 22, 2015 10:38 AM, "Hullule, Kiran" 
mailto:kiran_hull...@bmc.com>> wrote:


 create and delete view overlay option can be found under Form menu -- 
deleting the view will only delete the overlay of the view.

hth

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Tim 
Genworth
Sent: 22 April 2015 20:25
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: How to - Remove all Overlays from a Form

How do I remove all view and permission overlays from a form?  I'm in 
Dev Studio and don't see a command or function for doing so.  I could manually 
remove permissions, but the view overlay appears to be permanent???

TIA


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Re: How to - Remove all Overlays from a Form

[Hullule, Kiran]

I am providing this feedback to our development team to see if this enhancement 
can be incorporated in developer studio.
I will update you all.

Regards
Kiran
BMC Software
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: 22 April 2015 22:05
To: arslist@ARSLIST.ORG
Subject: Re: How to - Remove all Overlays from a Form

It looks like "Delete" with no "overlay" label.

It's really scary when I delete an overlay using this, because I'm always 
scared that I'm going to be deleting the form.  But if it's overlaid, then you 
will only be deleting the overlay of the form.

Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of San Diego
Sent: Wednesday, April 22, 2015 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to - Remove all Overlays from a Form

** 

Sorry, while creating overlay is in the form menu, delete form overlay is NOT, 
else I would not have posted.  Thanks, though.

On Apr 22, 2015 10:38 AM, "Hullule, Kiran"  wrote:


 create and delete view overlay option can be found under Form menu -- 
deleting the view will only delete the overlay of the view.

hth

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tim Genworth
Sent: 22 April 2015 20:25
To: arslist@ARSLIST.ORG
Subject: How to - Remove all Overlays from a Form

How do I remove all view and permission overlays from a form?  I'm in 
Dev Studio and don't see a command or function for doing so.  I could manually 
remove permissions, but the view overlay appears to be permanent???

TIA


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Re: How to - Remove all Overlays from a Form

[Hullule, Kiran]

 create and delete view overlay option can be found under Form menu -- deleting 
the view will only delete the overlay of the view.

hth

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tim Genworth
Sent: 22 April 2015 20:25
To: arslist@ARSLIST.ORG
Subject: How to - Remove all Overlays from a Form

How do I remove all view and permission overlays from a form?  I'm in Dev 
Studio and don't see a command or function for doing so.  I could manually 
remove permissions, but the view overlay appears to be permanent???

TIA

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Re: Need info about private queue

[Hullule, Kiran]

Hi Amit,

I think I need to take my statement back, I previously thought its plugin 
related question that you are asking hence I decided to suggest you to have 
webservice plugin running on a dedicated RPC socket (thread) like this,

plugins>

  ARSYS.ARF.WEBSERVICE
  C:/Program Files/BMC 
Software/ARSystem/pluginsvr/websvcjava81_build001.jar
  com.bmc.arsys.ws.plugin.WSPlugin
  
   
   40
  



However, I see you are looking for something from client side, as far as I know 
inbound Webservice  don't use a plugin. So there it's just client - midtier -  
ARserver, no plugin involved. So whatever the client you are using to trigger 
the call to remedy , that client should have RPC Thread aware. But in current 
design I don’t see that is possible.

Regards,
Kiran



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: 09 March 2015 17:48
To: arslist@ARSLIST.ORG
Subject: Re: Need info about private queue

**
Hello Kiran,

Can you please elaborate more on this? Yes i agree that we do have web service 
plugin .

Regards,

Amit

On Mon, Mar 9, 2015 at 5:43 PM, Hullule, Kiran 
mailto:kiran_hull...@bmc.com>> wrote:
**
Yes you can , considering you are using webservice plugin and you have 
pluginsvr_config.xml file that has this webservice integration setup.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Remedy 
consultant
Sent: 09 March 2015 17:25
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Need info about private queue

**
Hello All,

We have inegration with third party apllication built in .NET with Remedy. This 
integration uses web services to create request in remedy application.

Is there any way to configure private queue directly or indirectly for web 
services?

Regards,

Amit
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Re: Need info about private queue

[Hullule, Kiran]

Yes you can , considering you are using webservice plugin and you have 
pluginsvr_config.xml file that has this webservice integration setup.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: 09 March 2015 17:25
To: arslist@ARSLIST.ORG
Subject: Need info about private queue

**
Hello All,

We have inegration with third party apllication built in .NET with Remedy. This 
integration uses web services to create request in remedy application.

Is there any way to configure private queue directly or indirectly for web 
services?

Regards,

Amit
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Re: Upgrade to 8.1 AR/ITSM

[Hullule, Kiran]

We have dealt with many customers for their successful upgrade from 7.0.3 ITSM 
, 7.5 ARS to 8.1 ARS/ITSM.  I would suggest to go with Parallel Upgrade rather 
than In Place upgrade , the reason being that your existing environment may not 
be well equipped to deal with 8.1 version effectively hence you may need to 
consider setting up the good hardware/software for 8.1 as per compatibility 
matrix.
Please read through the BMC Amigo Program Collateral Knowledge Article and 
refer Parallel Upgrade portion to understand your upgrade plan better.
Please note AMIGO program is a certified program and being used by many 
successful upgrades so far.

https://kb.bmc.com/infocenter/index?page=content&id=KA404408



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of KathyMorris
Sent: 13 January 2015 22:10
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade to 8.1 AR/ITSM

**
**
I was planning a new install of 8.1 (not a upgrade in place) and then migrating 
the data. Would I use the Data Import (i.e. spreadsheets) and Migrator or is 
there a better way of bringing the data over without paying for a new tool . A 
Remedy admin had mentioned copying everything over and pointing to the new 
instance.  Since the data structures are different – this seems like this would 
present a problem correct?

I have been reading a lot of the documentation, and I understand there is an 
Amigo program. Upgrading these older customized systems, what has been the 
gotcha’s others?  Any recommendations/advise? Warnings? Has anyone worked with 
the Amigo program?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sean Harries
Sent: Tuesday, January 13, 2015 4:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade to 8.1 AR/ITSM

**

Hi Kathy,



for an older version of ITSM like yours we would recommend a new instance of 
ITSM 8.1 rather than any upgrade in place. With a clean install you will know 
that you have only taken the customizations that you really need rather than 
legacy bug fixes and code that has been superseded by ITSM 8.1.



A clean 8.1 install will generally be faster, easier to support and of course 
easier to upgrade to the next ITSM version. You will of course still need to 
review the customizations you have applied to your current system and decide 
what you need to retain, but that is of course best practice with an upgrade 
anyway.



As for the data, you will want to migrate over the foundation data, and the 
transactional data onto ITSM 8.1 . This is an ideal time to clean up data and 
potentially archive some of the tickets that you no longer need direct access 
to. We use our Customer Move Tool (more info http://www.alderstone.com/cmt) for 
this, as we can migrate all modules data or a reduced set, depending on your 
requirements. In general we've been able to move all data within one day and 
the upgrade process becomes very smooth indeed. Please let me know if you would 
like to talk about this in more detail or I can set up a Demo of our migration 
tool to show you the flexibility and power of the application.

regards



Sean



Sean Harries
Alderstone Consulting Ltd



Revolutionise your management of BMC Remedy ITSM Services with 
CMT

Mobile: +44 (0)7976 558048
Skype: seanharries
MSN: seanharr...@alderstone.com
e-mail: sean.harr...@alderstone.com
Linkedin: http://www.linkedin.com/in/seanharries

On 13 January 2015 at 07:39, Patil, Vivek 
mailto:vivek_pa...@bmc.com>> wrote:
**
Hi Kathy,
   Do you have customizations on CORE AR forms ?

Planning the upgrade : 
https://docs.bmc.com/docs/display/public/itsm81/Planning%20the%20upgrade

All information on upgrades : 
https://kb.bmc.com/infocenter/index?page=content&id=S:KA400850



Thanks,
  Vivek

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
KathyMorris
Sent: Tuesday, January 13, 2015 12:44 AM
To: arslist@ARSLIST.ORG
Subject: Upgrade to 8.1 AR/ITSM

**
Hi,

We are upgrading from 7.0.3 ITSM /AR 7.5 (highly customized) to 8.1.  I would 
like to find out from other experts – which approach would you take? A) A new 
8.1 install and copy objects over after converting the custom code to overlays 
or B) Copy over point database and point to the new instance? upgrade in place? 
 We have a preference already, just want to confirm.   Also, what are some 
gotcha’s that we need to look out for.  I have been doing lots or reading, 
however I want to make sure this upgrade runs as smooth as possible so your 
feedback is appreciated.

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Re: Help with upgrade path

[Hullule, Kiran]

Can you think about staged upgrade, this may take care of missing 
forms/fields/indexes in the later versions before you move to 8.1.2? just a 
thought.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carina Burns
Sent: 3 January 2015 05:53
To: arslist@ARSLIST.ORG
Subject: Re: Help with upgrade path

I did have to apply the fix on the Schema_Archive table not because we had data 
but because it was the wrong field type (Varchar2 instead of Number) and was 
throwing errors.  Interestingly, yours is the second post I've found about 
deleting the Flashboard forms (if you don't use them) in order to upgrade to 
7.64.  

I'm trying to upgrade to 8.1.2  from 7.1, and it's throwing an error about not 
being able to update the FB:User Privilege form.  It says the form doesn't 
exist (and sure enough, it isn't there when looking with Developer Studio).  I 
am starting to think that with the ARS Server upgrade option, it expects 
certain forms to be there from earlier upgrades and hence doesn't import them.  
I will try deleting the flash board forms and running the upgrade again to see 
if it loads them all.

Another point is that I get unique index errors in the upgrade logs about the 
ADF_ServerApps and ADF_GroupUser forms...Neither of those forms show up when 
looking with Developer Studio either.   I find it amusing that it gives index 
violation errors since I don't have these forms on my 7.1 install meaning 
clearly I can't have duplicate records!

It's really looking like I may have to stair step my upgrade from 7.1 to 7.5 to 
7.64 and then to 8.1.2.   Although support at BMC is convinced that I should be 
able to go from 7.1 to 8.1.2 because I have only custom forms and no mods to 
the stock ARS forms.

I have a crazy idea that I may try.  Before I went down the thorny upgrade 
path, I did a "new install" of the 8.1.2 server to get all the binaries onto 
the new machine.  Before truncating everything and importing my 7.1 ARADMIN 
schema, I did a database export of the pristine ARADMIN schema. I'm really 
tempted to export off my upgraded 7.1 ARADMIN schema then reload that pristine 
ARADMIN schema.  I would then export the definitions for the forms the upgrade 
installer thinks I am missing and then bring the upgraded 7.1 ARADMIN schema 
back in, import the definitions for those forms, and then run the upgrade 
installer for ARS 8.1.2 again.  

Yup, crazy.  But my other alternatives if I can't straight upgrade is to SLOWLY 
go thru each upgrade or do a "new install" and import my custom forms and data 
with migrator.

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Re: 8.1 Email Engine installed as 64 bit, how to switch to 32 bit?

[Hullule, Kiran]

1) MAPI uses 32-bit Java, so this needs to be installed on the AR System Server 
machine
2) Login to the AR System Server machine as the target profile user, create the 
32-bit Mail profile (ensure Outlook is installed)
3) Create the new Mailbox to use MAPI, select the profile above to use
4) Login as Administrator, set Log On tab of Email Engine Service to login as 
the Profile user, then log out
5) Login to the AR System Server machine as profile user
6) Make a copy of the EmailStart.bat, modify EmailStart.bat to use 32-bit Java

As below:

-
echo off
rem =
rem This batch file assumes that it is being run from the install directory
rem and that java is in the the PATH.
rem =
rem -s servername -u username -p application password

set LIBVER=81_build001
set JavaPath=C:\Program Files (x86)\Java\jre7\bin
set JAVA_OPTS="-Xms256m -Xmx1024m -Djava.net.preferIPv4Stack=true 
-Djava.net.preferIPv6Addresses=false"


"%JavaPath%\java" "%JAVA_OPTS%" -cp 
emaildaemon.jar;.;log4j-1.2.14.jar;arapi%LIBVER%.jar;arutil%LIBVER%.jar;activation.jar;icu4j.jar;mail.jar;imap.jar;smtp.jar;pop3.jar;armapi%LIBVER%.jar
 com.bmc.arsys.emaildaemon.EmailDaemon %*
-

7) Ensure 32-bit Java path is in the PATH variable

8) Test the Email Engine functionality by starting it via the EmailStart.bat 
file from the command line

9) Modify the Registry for the Email Engine service to use 32-bit Java (backup 
of registry is recommended) 

As below:

-
Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\BMC Remedy Email Engine - 
\Parameters]
"Current Directory"="C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail"
"JVM Library"="C:\\PROGRA~2\\Java\\jre7\\bin\\client\\jvm.dll"
"JVM Option Count"=dword:0005
"JVM Option Number 
0"="-Djava.library.path=C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail"
"JVM Option Number 
1"="-Djava.class.path=C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\emaildaemon.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\commons-configuration-1.3.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\commons-beanutils.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\commons-collections-3.2.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\commons-digester-1.7.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\commons-lang-2.2.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\icu4j.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\spring.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\commons-logging-1.1.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\commons-codec-1.3.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\Logger.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\log4j-1.2.14.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\arapi81_build001.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\arutil81_build001.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\arrpc81_build001.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\oncrpc.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\arcmn81_build001.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\activation.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\mail.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\imap.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\smtp.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\pop3.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\armapi81_build001.jar;C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail;."
"JVM Option Number 2"=" -Xms256m"
"JVM Option Number 3"=" -Xmx1024m"
"Start Class"="com.bmc.arsys.emaildaemon.EmailDaemon"
"Start Method"="main"
"Start Param Count"=dword:
"Stop Class"="com.bmc.arsys.emaildaemon.EmailDaemon"
"Stop Method"="stopAllThreads"
"Stop Param Count"=dword:
"System.err File"="C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\logs\\stderr.log"
"System.out File"="C:\\PROGRA~1\\BMCSOF~1\\ARSystem\\AREmail\\logs\\stdout.log"
-

10) Backup the 64-bit binaries armaild.exe & emaild.exe as armaild_64.exe & 
emaild_64.exe
11) Swap in the 32-bit armaild.exe & emaild.exe binaries
12) Start the Email Engine service

NOTE: To get the required 32-bit binaries, you can either extract them from the 
installer (using the same version and Service Pack level you already have) or 
raise a support issue and request them to be sent to you.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jim Hetfield
Sent: 5 December 2014 03:39
To: arslist@ARSLIST.ORG
Subject: 8.1 Email Engine installed as 64 bit, how to switch to 32 bit?

Listers,

I was asked to troubleshoot a new email engine instance, as the person 
installing it had issues. The issue turns out that the 64 bit EE was installed 
rather than 32 bit (MAPI). I recall t

Re: Anyone ever see you can not change a users ARlicense type (floating to fixed) more then 3 times ins a week?

[Hullule, Kiran]

Hi Howard,

That's really interesting to know, during the weeks' time , did you happen to 
restart ARS service (to flush the user cache) before you hit 4th attempt of 
switching the license type?

Best Regards,

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: 18 November 2014 20:38
To: arslist@ARSLIST.ORG
Subject: Anyone ever see you can not change a users ARlicense type (floating to 
fixed) more then 3 times ins a week?

**
Morning all,

Anyone ever see you cannot change a user's ARlicense type (floating to fixed) 
more than 3 times ins a week? If so how can I disable that?

I am doing some testing in QA with Smart-IT and think I found a bug, so I need 
to switch a user back and forth.

Howard

Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Planned time out of office: 11/24/2014 to 12/1/2014

[ecm_036069_email]

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Re: Server Groups - Your thoughts please.

[Hullule, Kiran]

Hello Brad,

If you are 100% sure that email engine and escalation are the only operation be 
handled by that particular server box then you do not need ITSM/SRM installed 
on it, but you will have to make sure your load-balancer ( in server group 
environment) shouldn’t send end user requests to this server.
I would say:

2 user facing servers
1 admin/escalation/email engine server  (non-user facing)
1 reporting server (non-user facing)

Should work good for your business need.

HTH.

Best Regards,
Kiran


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy
Sent: 31 July 2014 15:08
To: arslist@ARSLIST.ORG
Subject: Server Groups - Your thoughts please.

**

Firstly, thanks for any help you guys can offer.



We are busy upgrading to ITSM 8.1 and want to setup server groups to ensure we 
have HA in our environment. Currently on our live environment now we have a 
single live server which makes us a little nervous. Our DB is a clustered DB 
with a separate instance handling just reporting. This keeps unnecessary 
traffic off our live DB which is only for Remedy.

We are looking at having the following architecture setup:



[Setup.JPG]

So Remedy Live App Server 1 and Server 2 are both Physical Servers. The Remedy 
Mail and Escalation Server is  Virtual Machine server. We wanted to keep 
escalations and mail processing off our mail servers and wanted them to rather 
focus on providing a ITSM and SRM Service to our users.

What I want to know, is the above possible ? Do I need to install the ITSM and 
SRM applications on the Remedy mail and escalation server for it to work or can 
I just do a Remedy 8.1 Core installation? Do I also need to include it in the 
server group but with its only job as processing mail and escalations or can I 
keep it out the server group?.



Also, If I setup the setup group with just the App server 1 in it for now, can 
I turn off the "Administration Server" option and use it as normal and only 
activate the Administration option when we add in the second server to the 
server group at a later stage ?



Are there any problems with the above plan or something I am missing?

Any advice is appreciated.



Thanks
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Re: Changing a drop down field to a data driven menu

[Hullule, Kiran]

This can be good approach, but I would suggest 2 things here:

1) create overlay of your existing form/customization for backup purpose - if 
you are running Overlay aware environment i.e. 7604 and above 
2) test it using test form , a character field on it , a menu attached to it,, 
few records in that character field,  export data as you mentioned below. 
Delete field, create field , attach menu and import data back to see the 
results. if this works then you can go ahead and do the same with your real 
form.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE ARSLIST theReel
Sent: 08 April 2014 20:39
To: arslist@ARSLIST.ORG
Subject: Changing a drop down field to a data driven menu

Hi Guys,

I have a number of custom drop down menu fields on the CHG:Infrastructure 
Change form that I want to convert to be data driven menus. They are changing 
regularly and this would allow much better control.

The plan is to:
Export field data and unique identifier to a arx file. 
Delete field. 
Create new character field with the same database ID, and menu to custom form 
Import arx file

Is this the best approach or am I missing something?

Thanks
T

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Re: intermittent db timeout errors occurring

[Hullule, Kiran]

JAVA is also used by remedy JAVA plugin hence it's not necessarily a MidTier 
only.. you need to rely on the logs. Also dba can help you with SQLs that 
causes timeout. , you may need to check where do you see timeout, as timeouts 
can be client specific as well as AR Server specific too.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierce, Amanda (TBS)
Sent: 08 April 2014 20:21
To: arslist@ARSLIST.ORG
Subject: intermittent db timeout errors occurring

**

Hi all,

We are a custom shop running on AR Server 7.6.04 SP3, Mid-Tier Version 7.6.04 
SP3 201209071045 Hotfix, Oracle 11g

We are starting to receive intermittent DB timeout errors, usually the lock is 
occurring on a synonym calling a java class object, which leads me to believe 
its related to mid-tier in some way.

Has anyone else seen these types of errors intermittently? Are there any 
configurations that I should check having to do with java timeouts?

Thanks,

Amanda
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Re: 2 Remedy Installation using same database

[Hullule, Kiran]

This approach should work assuming that you have modified old server references 
in ar.conf/armonitor.conf/arsystem startup script etc.  However if you are 
pointing this new server towards same ARSystem tablespace that is already been 
used by your development server then how are you going manage with Server Name 
hard-code references in the development db?
However, you can use this newly built system like any other server group system 
works sharing common database, hence I trust it should work by just copying 
file system and modifying according to the new server name and paths.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ochavillo, Rafael John
Sent: 04 April 2014 13:36
To: arslist@ARSLIST.ORG
Subject: 2 Remedy Installation using same database

**
Hello Everyone,

I would just like to ask your help if my approach is possible in Remedy.

I'm currently in the process of trying to make Remedy work on a Unix server. 
What we did was to setup the server to have the same attributes as of the 
current production. Copy all files, modify configuration files (ar.conf, 
arsystem.lic, etc,) and the start-up script. Not really sure this will work but 
we'd like to try. However, I don't have a test database to test with. So my 
questions is that - would it be possible that I could point my test Remedy to 
an Oracle DB that is already used by another Remedy instance (development). I 
would just like to see if Remedy will work on that Unix server without actually 
installing it.

My goal is quite ambitious and I'm not sure if it really works but I think it's 
worth to try.

Any comments / suggestions ?

Thank you. :)

Regards,
Jojo Ochavillo
IT - Application Center of Excellence (ACE)
Support Tools Engineering Team
Office: (214) 567-0647
Email:  r-ochavi...@ti.com
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Re: Entry doesn't exist in Database(302)

[Hullule, Kiran]

One more possibility of error 302.

If you have escalation logs enabled during the time of an error. They you may 
see something like this:



  
 /* Wed Feb 26 2014 00:35:54.3740 */Checking 
FND:ACT:IM1-ProcessUPDATEASSOCATIONSTATUS (enabled) : ready to fire now on 
SYS:Action

  
--> Passed -- perform actions

  
  6392739

  
 0: Set Fields

  
   Status (7) = 5

  
 Set field action failed, errno=302

  
 Entry does not exist in database

  
  6392740

  
 0: Set Fields

  
   Status (7) = 5

  
 /* Wed Feb 26 2014 00:35:54.5460 
*/FND:ACT:IM1-ProcessUPDATEASSOCATIONSTATUS completed on SYS:Action (Elapsed 
time: 0.1720 seconds)


If that is the case then there are chances that the SYS:Action record is 
created, and z1d_Action is not set to DONOTDELETE, so filter 
SYS:ACT:DeleteOnSubmit_050 Is run, and triggers the immediate delete of the 
record, that then does the work. An escalation 
FND:ACT:IM1-ProcessUPDATEASSOCATIONSTATUS matches the record before it is 
deleted, but does not process it until after the delete, and thus you get the 
302 error.

The reason for this is that there are two fields used 'Action' (for the 
escalation) and 'z1D_action' for the filter, and the qualifications do not 
exclude each other.

I do not have the knowledge of exactly how this is intended to work, to suggest 
a full solution, but it needs to be made such that if the record should be 
processed by the escalation (as I believe is the case here, as 'Action' = 
"INCUPDATEGROUPLIST") then the filter does not fire.  A possible solution, is 
that for all values of 'Action' in the escalation qualification, the filters 
that push to SYS:Action, need to include the value 'DONOTDELETE' in the 
'z1D_Action' field, to prevent from SYS:ACT:DeleteOnSubmit_050 firing.

  If you confirm it's a same behaviour in your case then you may need to modify 
RUN IF qualification of above mentioned escalation and add something like this 
to introduce a delay:



('Submit Date' < ($\TIMESTAMP$ - 120))"





Note:  analyse and test it before you implement.





Regards,

Kiran



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: 18 March 2014 12:31
To: arslist@ARSLIST.ORG
Subject: Re: Entry doesn't exist in Database(302)



Another possible reason for a 302 besides the record being physically deleted 
is if you have Assignee Group functionality being used, and the user that tries 
to access a particular record has no access to that record because of row 
locking  being turned on. I am quite certain you get a 302 when that is the 
case, as for that user that record is as good as non existent. And I think that 
is by design as the user has no right to know that record exists.



But as others have pointed out, 90% chance is that record is actually deleted 
before it is accessed by workflow.



Cheers



Joe





-Original Message-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky

Sent: Monday, March 17, 2014 4:21 AM

To: arslist@ARSLIST.ORG

Subject: Re: Entry doesn't exist in Database(302)



Hi,



Turn on your server logs for API/ESCL/FLTR/SQL and try to find out why you are 
seeing this.



Presumably the record has been removed by an Application-Delete-Entry or 
Application-Query-Delete-Entry call from an ACTL/FLTR/ESCL between the time the 
user brings it up on screen in Modify-mode and then hits Save.



Search your definitions or logs for the above two delete calls.



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



Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):

* RRR|License - Not enough Remedy licenses? Save money by optimizing.

* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.

Find these products, and many free tools and utilities, at http://rrr.se.



> Dears,

> please help as I facing a critical issue when alot of users modify

> some Tickets and causing to lose data.

> Thanks



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Re: Unable to log into ARS 7.5

[Hullule, Kiran]

Do you see other armonitor child processes started in your task manager like 
arplugin,dispatcher etc. do you see arserver.exe dies during startup by looking 
at armonitor.log, do you see arserver.exe process memory is task manager is 
growing and suddenly crashes.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajiv Nakkana
Sent: Wednesday, March 05, 2014 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Unable to log into ARS 7.5

Hi Everyone,

We have performed Development Environment Refresh and from that moment we are 
unable to log into User Tool, Developer Studio or Midtier.

ARS version is 7.5.007
ITSM: 7.6.03

Please find the attached ar.cfg and arerror log.

Please let me know how to Proceed further, as we are going nowhere right now.

Thanks,
Rajiv N



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Re: How to find out LB pointing which ARS.

[Hullule, Kiran]

You can also login to each individual server and see the license review form 
for user names, whatever the users you see on that form, those users are 
connected to that specific server.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan
Sent: Wednesday, March 05, 2014 12:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to find out LB pointing which ARS.

**

LongWing,

Appreciate it. it worked. Thanks for your timely help.

Regards,

Suresh L
On Mar 4, 2014 7:46 PM, "LJ LongWing" 
mailto:lj.longw...@gmail.com>> wrote:
**
Suresh,
Within Remedy servers, each server should have its own 'Server-Connect-Name'.  
You can query the form 'Configuration ARDBC' for the Server-Connect-Name 
variable, and get the 'node' name...that'll tell you what node the LB has you 
balanced to 'at that moment'...but with most app lb's configured without sticky 
bits...you can't guarantee that just because you are on that server for the 
call that gives you the results, will be the same server the next time :)

On Mon, Mar 3, 2014 at 11:23 PM, Suresh Loganathan 
mailto:ersures...@gmail.com>> wrote:
**

Team,

I need your advices. present ,my project contain 4ARS and 3 Mid Tiers and 2 
Load Balancer. Need to find out which remedy service currently pointing the LB. 
tried with PING and TRACERT.Can't find out this info.

Can you please help me, how to find the load balancer pointing which ARS. need 
to see with that perfect IP address.

Regards,

Suresh L
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Re: upgrade 7.1 to 8.1 with ITSM

[Hullule, Kiran]

You can upgrade to 8.1 directly. But please keep in mind if your business 
really decides to upgrade without overlay then you should understand its 
implications too.  All your customization and its related data will be lost in 
upgrade if you don't convert your custom codes into overlay.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sandeep Pandey
Sent: Sunday, March 02, 2014 12:15 PM
To: arslist@ARSLIST.ORG
Subject: upgrade 7.1 to 8.1 with ITSM

**
Dear All,
We are planning to start upgrade from 7.1 to 8.1 latest version of ARS and 
ITSM. I was going through documents but came to one doubt.
We have few customization over Help Desk and CMDB in 7.1, so we have to have 
choose the upgrade stage called upgrade arsystem server without overlay present.
So can we directly jump from 7.1 to 8.1 installer for upgrade in without 
overlays present scenario or we have to first upgrade in 7.6.04 and then only 
we can go for 8.1?
Thanks & Regards,
Sandeep Pandey
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Re: Terminated error arerror log file.

[Hullule, Kiran]

What is the full stack of the server termination?
Error indicates that your server is terminated , however you should rely on 
armonitor.log and see where server really crashed or just thread was died. If 
thread was died then you won't see arserverd/arserver.exe died in armonitor.log.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan
Sent: Monday, February 24, 2014 9:34 PM
To: arslist@ARSLIST.ORG
Subject: Terminated error arerror log file.

**

Hi Team,

Recently, i am getting the below error. Can you please help to fix this issue.

ARSystem server terminated- fatal error occured in ARSERVER(ARNOTE 21)

Regards,

Suresh L
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Re: ARS 8.1 Patch 2 crashing due to saving in Dev Studio

[Hullule, Kiran]

Hi Shawn,

When you were performing admin change in developer studio, how many users were 
logged in to remedy that point in time? As you mentioned you were not able to 
login via MT or User Tool, it indicates that dispatcher was hung resulting into 
none of the RPC socket be available to connect to ARS. In this case restart of 
ARS is the only option that could make everything back to normal. If you can 
try with Production Cache mode (i.e. Cache-mode: 0) , have Copy-Cache-Logging: 
T and enabled thread logs before you make any admin change in dev studio then 
that will give you information whether or not copy cache operation (admin 
operation) getting completed or not. If dev cache mode is set and multiple 
users are already using remedy application then admin activity can cause 
exclusive lock on the existing cache resulting into all other threads to wait 
until the admin operation completes, during that time no one could login to the 
application.

HTH

Best Regards,
Kiran H

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, January 27, 2014 9:00 PM
To: arslist@ARSLIST.ORG
Subject: ARS 8.1 Patch 2 crashing due to saving in Dev Studio

**
Good morning,

Has anyone run into an issue with ARS 8.1 Patch 2 where it hangs when making 
certain changes in Developer Studio?  If so, do you have a resolution?  It's 
weird, because for example this morning I hid the Environment field on the Copy 
Change form in ITSM 8.1, and saved it with no issues.  However, when I went in 
to make some customizations to the SRM Survey form, when I saved it Dev Studio 
ended up hanging and I was no longer able to get into the system via either the 
Mid Tier or the User Tool.  This seems to be limited to whenever we make 
changes in dev studio, but if we go live with ITSM 8.1 this is going to be a 
problem as we find and fix all the little defects in the system.  The only iffy 
thing is that we have Development Cache Mode turned on, and I'm thinking of 
testing it with that off to see if it works any better.

I plan to open a ticket with BMC but I don't have a lot of hope since they'll 
ask for log files and I can't find anything in either any of the BMC logs or 
the Windows logs that would give a clue to anything.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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here. If you cannot access 
hyperlink, please e-mail sender.
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Re: Escalator duplicates work

[Hullule, Kiran]

All other servers except primary server (rank 1) should have 
Disable-Escalations set to T.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Monday, January 13, 2014 8:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalator duplicates work

**
Jose,
First thing I would do is to turn on server group logging on both servers.  
Inside this log it tells you if/when services are failing over, if a host isn't 
responding in the group, etcthe only reason that the escalations would be 
running on both nodes is if node 2 doesn't think that node one is 
online...which means that node 1 would not be responding to the heart beats and 
suchsomething to investigate anyway.

On Mon, Jan 13, 2014 at 8:15 AM, Jose Manuel Huerta Guillén 
mailto:arsl...@theremedyforit.com>> wrote:
**
No idea if this is even possible?

To summarize: Is it possible to restrict the escalations to execute only in a 
subset of servers in a server group?

Jose Manuel Huerta
http://theremedyforit.com/


On Fri, Jan 10, 2014 at 9:46 AM, Jose Manuel Huerta Guillén 
mailto:arsl...@theremedyforit.com>> wrote:
Hi listers,

Happy new year!!!

Lot's of work and an important go-to-production milestone for Jan 1st have been 
having me busy (to the limits).

Now, new year and seems that 2014 is a 2K effect for Remedy 7.5. Date additions 
stop working and some other issues have arised.

I think that the service owner is now regreting about to not upgrade to 8 when 
I told him.

Well, One of the problems I have is very strange: all escalations are executed 
two times. That means, for instance that the notification engine sends two 
mails to each user. But also, that custom code I created to set penalties at an 
invoice when breaking an SVT is creating two penalties for each SVT.

We have two ARS servers set in one server group and I've found that both 
servers were excuting the escalations, so each action of the duplicates is 
performed at each server. I rebooted all the servers and the system started to 
work correctly. So, happy ending for a few days. Yesterday it happened 
again, another reboot and solved.

So now I'm facing a problem, with a system with limited support.

In orther to avoid it, I think that setting the servers to only allow one of 
them to execute escalations, could be the solution. But, according to the 
official documentation:
 - The disable escalations check at the server configuration form is not used 
when configured in a server group.
 - The number of escalation threads is defaulted to one, when no escalation 
queue is set.

So, Is it possible to restrinc the escalation to execute only at one server?

Thanks for your help!!


Jose Manuel Huerta
http://theremedyforit.com/


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Re: Email Engine Install on Separate Server

[Hullule, Kiran]

Quickest way to do it.. is installed gui based installer for email engine 
component,  that installer will create a file called  ARSystem-ini-template 
please refer that template for installing email engine in silent mode.. you can 
rename this file to Options.txt if you want.

From: Raj [mailto:ravi6...@gmail.com]
Sent: Friday, November 15, 2013 8:05 PM
To: arsl...@googlegroups.com
Cc: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG; Hullule, Kiran
Subject: Re: Email Engine Install on Separate Server

Thanks Kiran. I will give it a try.
Other challenge I am working on is to perform the install with Silent Installer 
script where I would have to mention all the parameters in advance opposed to 
GUI/Installer.

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Re: Email Engine Install on Separate Server

[Hullule, Kiran]

As this is your Linux VM. You don’t have registry there. Please run ARS 
installer and only select Email Engine component.  Once installation is done 
you can edit emaildeamon.properties file and point that EE instance to desired 
AR Server.. this is straight forward and does not need to refer the KA.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raj
Sent: Friday, November 15, 2013 7:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Engine Install on Separate Server

**
Do you recollect the KB article? I am searching but not able to find the right 
one...

On Friday, November 15, 2013 3:40:41 AM UTC-8, Dhananjay Deshpande wrote:
**
You can setup a separate server to run the Email Engine service, there is a 
knowledge article to change the registry to make the email engine run without 
AR Server and then point email engine to your ARS.

Dhananjay
From: Action Request System discussion list(ARSList) 
[mailto:ars...@arslist.org] On Behalf Of Raj
Sent: 14 November 2013 22:01
To: ars...@arslist.org
Subject: Email Engine Install on Separate Server

**
Hi All,
Working on installing ARS 7.6.04 on Linux using Silent Installer.
We have provisioned new servers/VMs for ARS, EE & MidTier respectively.
Finished installing ARS .7.6.04 on ARS Server, now looking into MidTier and 
Email Engine install.

Is it possible to install just Email Engine on a separate server/ Linux VM or 
do I need to have ARS installed as well?

Thank you,
Raj
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Re: ARERR -149 in Developer Studio

[Hullule, Kiran]

If you are interested to know from where error 149 is triggered, you can think 
of enabling dev studio side ARAPILOGGING, that will give you idea what calls 
and values triggers this error.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Wednesday, October 23, 2013 8:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR -149 in Developer Studio

Hi,
You can take a look into this (free tool):

http://www.missingpiecessoftware.com/products/remedy-restore-tool

Check if there are references that your SQL script is missing that may be
causing the issue.
 
Kind Regards,
 
Carl Wilson
 
http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: 23 October 2013 15:29
To: arslist@ARSLIST.ORG
Subject: Re: ARERR -149 in Developer Studio

We're using LDAP authentication, and the thing that makes it confusing is
that with the same user I can log in to the Mid Tier just fine, and I would
have thought that the Mid Tier wouldn't work if the user_cache was corrupt.
It seems to be specific to Developer Studio.  Also, the way we resolve it is
by removing the connection to that server, logging in to the others, then
re-add it.  That makes me think it's something specifically on the Developer
Studio side where it's pulling some value and storing it somewhere, but I
can't find anything like that in the files stored in the workspace.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, October 23, 2013 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR -149 in Developer Studio

149   "A user name must be supplied in the control record."

It sounds like the encrypted password in the database is being messed up.
It could also be the User_Cache on the database

Fred


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Wednesday, October 23, 2013 8:30 AM
To: arslist@ARSLIST.ORG
Subject: ARERR -149 in Developer Studio

**
Good morning,

Does anyone know what causes ARERR -149 to appear in dev studio 7.6.4 when
you log in?  We seem to get it whenever we refresh our QA server's database
with a copy of production.  However, I run some SQL to change all the
hard-coded server references so it should fix things.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer


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http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot access
the link, please e-mail sender.


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Re: Email engine timeout - closing connection

[Hullule, Kiran]

The defect is fixed in sp4 only.. if your email engine is sp4 too then you may 
consider creating support case to troubleshoot it further.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sandeep Pandey
Sent: Tuesday, October 22, 2013 5:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email engine timeout - closing connection

**
Hi Kiran,

Email Engine which comes with AR Server 7604 sp 4.

Sandeep Pandey

On Tue, Oct 22, 2013 at 2:38 PM, Hullule, Kiran 
mailto:kiran_hull...@bmc.com>> wrote:
**
This is a known remedy email engine bug.. what email engine version/patch your 
system running on?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Sandeep 
Pandey
Sent: Tuesday, October 22, 2013 2:35 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Email engine timeout - closing connection

**
I am getting below error while sending auto notification.

451 4.4.2 Timeout - closing connection. a1sm34688135eem.1 - gsmtp 
com.sun.mail.smtp.SMTPSendFailedException: 451 4.4.2 Timeout - closing 
connection. a1sm34688135eem.1 - gsmtp at 
com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1




I experienced (may be) above issue when we are sending two email (by two 
filter) to same recipients in one submit/modify condition. One filter notify 
action and again having another filter (different execution order) notify 
action but same same recipient.


--
Sandeep Pandey
Remedy Developer
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_



--
Sandeep Pandey
Remedy Developer | ITIL Practisioner
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Re: Email engine timeout - closing connection

[Hullule, Kiran]

This is a known remedy email engine bug.. what email engine version/patch your 
system running on?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sandeep Pandey
Sent: Tuesday, October 22, 2013 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Email engine timeout - closing connection

**
I am getting below error while sending auto notification.

451 4.4.2 Timeout - closing connection. a1sm34688135eem.1 - gsmtp 
com.sun.mail.smtp.SMTPSendFailedException: 451 4.4.2 Timeout - closing 
connection. a1sm34688135eem.1 - gsmtp at 
com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1




I experienced (may be) above issue when we are sending two email (by two 
filter) to same recipients in one submit/modify condition. One filter notify 
action and again having another filter (different execution order) notify 
action but same same recipient.


--
Sandeep Pandey
Remedy Developer
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Re: Bad Decimal Error

[Hullule, Kiran]

Looks like a known defect , fixed in 7604 sp5. Please refer sp5 Technical 
bulletins for fixed issues.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul
Sent: Tuesday, October 15, 2013 9:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Bad Decimal Error

**
Yes, Red Hat 6.  Our admins did move the servers to a G8 VMware environment 
last week, so I was wondering if that may be the cause.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
Sent: Tuesday, October 15, 2013 11:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Bad Decimal Error

**
Is this Linux OS?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul
Sent: Tuesday, October 15, 2013 9:02 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Bad Decimal Error

**
I was wondering if anyone has ever seen bad decimal error messages. Since 
Friday of last week our production servers (7.6.04) in a server group have been 
getting these error messages when trying to save.  The CPU's on each of the AR 
servers is also maxing out. I have been working with BMC support but they 
haven't been as responsive as I would have hoped with production issues.
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Re: Bad Decimal Error

[Hullule, Kiran]

Is this Linux OS?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul
Sent: Tuesday, October 15, 2013 9:02 PM
To: arslist@ARSLIST.ORG
Subject: Bad Decimal Error

**
I was wondering if anyone has ever seen bad decimal error messages. Since 
Friday of last week our production servers (7.6.04) in a server group have been 
getting these error messages when trying to save.  The CPU's on each of the AR 
servers is also maxing out. I have been working with BMC support but they 
haven't been as responsive as I would have hoped with production issues.
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Re: Error on startup: Malformed \uxxxx encoding

[Hullule, Kiran]

If you have any log file with \u in it configured in ar.cfg/ar.conf you will 
see this error. I have seen this problem in past and reported to BMC 
engineering.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Steiner
Sent: Thursday, October 10, 2013 8:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error on startup: Malformed \u encoding

I'm on a Windows 2012 server.
Yes even though SQL Logging is turned off it was still causing the issue. Seems 
odd but it worked for me.

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Re: Indexes dropped

[Hullule, Kiran]

Just my thought:

If you have last known good database backup, then you may run SELECT on 
schema_index table,
e.g.

select RECORDID,SCHEMAID,LISTINDEX,NUMFIELDS,UNIQUEFLAG,INDEXNAME from 
schema_index

understand the amount of indexes , then you should be able to restore this db 
backup to another system and take index definitions (only) from it into 
problematic environment.

Note: DBA expertise are very important here.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén
Sent: Monday, October 07, 2013 2:00 PM
To: arslist@ARSLIST.ORG
Subject: Indexes dropped

**
Hi listers,

I've been a long time since the last check at this list. Lot's of work combined 
with a complicated personal situation. I promise to return in the near future, 
but now, I'm embarrased to say that Iwill only post when I need help.

Well, I have a huge problem. In a production server all remedy-related indexes 
have disapeared. Don't know why. But the perfonmance of the system is vey vey 
low.

The facts are:

 - The database has indexes created manually. Those indexes are intact and 
working correctly.
 - All indexes created by ARS have gone, like dropped. That includes schema 
related indexes like i1123 or ih2003, but also core indexes like indexes 
related to ARS objects as active links, filters, etc.


I submitted an urgent incident, to the support team, and seems that they are 
completelly lost. Not even understanding my problem or the urgency.

I have a preproduction environment. And it's OK.

I planning to copy the definition of all core indexes from pre to pro, and 
recreating the schema related indexes from schema_index table, since BMC is not 
providing me a proper script.

Have you faced the same situation?
How do you recommend to proceed?

ARS versión 7.5 patch 007 over Windows 2003
Database Oracle 11G






Jose Manuel Huerta
http://theremedyforit.com/

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Re: 2013 MVP

[Hullule, Kiran]

Many congratulations David, well deserved award.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Easter
Sent: Friday, October 04, 2013 9:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: 2013 MVP

**

Short summary - it's all LJ's fault. :-)

First off, I wanted to say how humbled I am to have won the ARSList MVP award.  
When I got the call from Dan that I'd been nominated and he asked me to attend 
WWRUG13, I saw it as a great chance to see a lot of friends again.  It was a 
pleasant shock to have been remembered by so many on the list that the voting 
ended up the way that it did.  I am deeply touched that you felt that I was 
able to help those on the list in some small way - but what you don't realize 
is that you helped me even more.  The ARSList is the most vibrant, loyal and 
loving community that I've ever been part of and I learned so much about how a 
common vision can inspire such a sense of camaraderie and friendship.  While I 
may have drifted away from the ARSList on a daily basis, I'll know that we'll 
always be together as a family.

That said, here's what LJ did.  During the MVP awards, he wanted to show what 
the nominee's do in their off hours away from work.  So he put up a slide with 
the results of Googling the nominee's names.  If you Google "David Easter", you 
get a British actor and a picture of David Bowie on Easter in his lightning 
bolt face paint.   His quote was something like "and it looks like David spends 
the weekends shirtless wearing makeup".  Afterwards, I made the offhand comment 
that it'd be amusing if I put on that face paint during the Thursday Night 
party - and a plot was formed...

I've changed a bit since that early photo of David Bowie Easter was taken, so 
attached is a side by side comparison of the original and what I look like 
today.

As a quick update on what I've been doing since May, I've joined a company that 
provides cloud infrastructure technology and services around OpenStack called 
Mirantis.  Given that everything is moving "into the 
cloud" these days, and BMC itself has a Cloud LifeCycle Management solution 
that was partially built on AR System, I'm sure that I'll bump into many of you 
professionally sooner than later.

I'm told that just like Miss America, I will be required to crown next year's 
MVP at WWRUG14 (or the equivalent).  So it even if we don't meet up in the 
cloud, it looks like you're _still_ not rid of me... :-)

For those that I saw at WWRUG13, it was like a family reunion to see you all 
again - I really missed you guys.  For those here on the list, thank you again 
for the recognition of my small contribution to this amazing community.  I wish 
each and every one of you the best in wherever life takes you.

Take Care,

-David J. Easter


From: Susan Palmer 
To: arslist@ARSLIST.ORG
Sent: Friday, October 4, 2013 5:31 AM
Subject: Re: 2013 MVP

**
Ok David  you don't want to scare away any non-attendee newbies with that 
pic and no explanation!

On Fri, Oct 4, 2013 at 12:22 AM, Shellman, David 
mailto:dave.shell...@te.com>> wrote:



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Re: BMC Customer Support

[Hullule, Kiran]

Hi Kathy,

Would you mind sharing BMC Support Ticket ID that you are dealing with BMC 
support, so that I can take it forward to BMC Support management.

Thank you,
Kiran

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Wednesday, October 02, 2013 9:35 PM
To: arslist@ARSLIST.ORG
Subject: BMC Customer Support

**
Hi,

Does anyone know who we can contact on a Sr. Management level at BMC regarding 
technical support?
We are not happy at all with the level of support we are receiving.
If you like, you contact me directly for any recommendations.

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Re: Moving from Oracle to SQL

[Hullule, Kiran]

>From remedy application standpoint, you can think of using Remedy Migrator 
>Tool , that will take care of all data conversion from Oracle to MSSQL db.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nall, Roger
Sent: Wednesday, October 02, 2013 9:21 PM
To: arslist@ARSLIST.ORG
Subject: Moving from Oracle to SQL

**
I am wondering if anyone would be willing to share their experiences with this 
type of change. We have approx. 1TB of data and are looking at the best and 
fastest way to move that much data.

Thanks,

Roger A Nall
Sr. Remedy Developer

7668 Warren Parkway
Frisco, TX 75034
Desk: 972-464-3162
Cell: 973-652-6723

"You will get all you want in life, if you help enough other people get with 
they want"

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Re: Overlay

[Hullule, Kiran]

Please look into this:

https://docs.bmc.com/docs/display/public/ars81/Granular+overlays



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Wednesday, September 25, 2013 7:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Overlay

**
Yup...go look in the documentation regarding 'granular overlay' :)

On Wed, Sep 25, 2013 at 7:55 AM, Ron Young 
mailto:rpyo...@southernco.com>> wrote:
Another something for you all...

Is this new  (may be new to me)...something that just got added to 8.1 dev or 
have I just not been seeing it. I clicked on a field on one of my forms in Best 
mode and under properties it has a box with 2 drop down boxes

Permissions - Overlay Type: (No overlay, Additive, Overwrite)

Others - Overlay Type: (No overlay, Overwrite)


Has this always been there in 8.1?

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Re: How to install other local during AR upgrade

[Hullule, Kiran]

If you have another machine ready, you can have that machine installed with 
remedy Unicode system and migrate (using remedy migrator) your existing remedy 
server (non Unicode) to newly built remedy server (Unicode), remedy migrator 
will take care all level of non Unicode to Unicode conversion.  this way newly 
built server will support all languages as its Unicode compliant now.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ajay Bandil
Sent: Friday, September 20, 2013 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to install other local during AR upgrade

Hi Ravi,

We are running on MSSQL database. running installer again is not showing the 
missing locals option. Also i found that if AR was not unicode during first 
installation, then we have to uninstall it first (AR and DB both) and install 
it again.

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Re: ARSystem 8.1, install patch 1 with disabled email engine fails

[Hullule, Kiran]

As far as I know , this is what might be happening , If this is an upgrade 
install , then in 8.1 email engine is a part of AR Components. 8.1 patch 
installer expect that existing email engine process has to be enable so that 
installer can restart it and import upgrade version of remedy email engine 
forms and related objects if disabled installer will fail to import the objects 
thus all further components install.. in 8.1 whatever components comes under AR 
components , they will be installed as a part of installer (you need them or 
not). Hence installer expect email engine be enabled.

HTH

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jarl Grøneng
Sent: Monday, September 16, 2013 6:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARSystem 8.1, install patch 1 with disabled email engine fails

**

This is a part of the logfile.

---
(Sep 16 2013 02:58:12.676 PM 
+0200),INFO,com.bmc.install.product.arbase.statement.ARBaseStartEmailEngineStatement,
  LOG EVENT {Description=[Starting Email Engine service...]}
(Sep 16 2013 02:58:12.757 PM 
+0200),CONFIG,com.bmc.install.product.arbase.EmailEngineService,
  LOG EVENT {Description=[Current BMC Remedy Email Engine - ARS 1 
state],Detail=[Stopped]}
(Sep 16 2013 02:58:13.722 PM 
+0200),SEVERE,com.bmc.install.product.arbase.EmailEngineService,
  LOG EVENT {Description=[Failed to start service BMC Remedy Email Engine - ARS 
1],Detail=[The service has been disabled.]}
(Sep 16 2013 02:58:13.731 PM 
+0200),CONFIG,com.bmc.install.product.arbase.EmailEngineService,
  LOG EVENT {Description=[BMC Remedy Email Engine - ARS 1 error 
state],Detail=[Stopped]}
(Sep 16 2013 02:58:13.731 PM 
+0200),SEVERE,com.bmc.install.product.arsuitekit.emailengine.EmailEnginePostInstallInstallationTask,
  THROWABLE EVENT {Description=[Program execution failed],Detail=[Program not 
completed]},
  Throwable=[java.io.IOException: The service has been disabled.
  
com.bmc.install.utility.platform.windows.services.ExecutableInternalServicesHelperImpl.start(ExecutableInternalServicesHelperImpl.java:1752)
  
com.bmc.install.utility.platform.windows.services.ServicesHelper.start(ServicesHelper.java:550)
  
com.bmc.install.product.arbase.EmailEngineService.startWindowsService(EmailEngineService.java:295)
  
com.bmc.install.product.arbase.EmailEngineService.start(EmailEngineService.java:66)
  
com.bmc.install.product.arbase.statement.ARBaseStartEmailEngineStatement.execute(ARBaseStartEmailEngineStatement.java:140)
  
com.bmc.install.utility.language.syntax.statement.extension.ExtensionStatement.execute(ExtensionStatement.java:289)
  com.bmc.install.utility.language.syntax.Program.execute(Program.java:75)
  
com.bmc.install.utility.language.runner.ProgramRunner.executeProgram(ProgramRunner.java:229)
  
com.bmc.install.product.base.language.ProgramRunnerInstallationTask.executeProgram(ProgramRunnerInstallationTask.java:260)
  
com.bmc.install.product.base.language.ProgramRunnerInstallationTask.execute(ProgramRunnerInstallationTask.java:94)
  
com.bmc.install.product.arsuitekit.emailengine.EmailEnginePostInstallInstallationTask.execute(EmailEnginePostInstallInstallationTask.java:46)
  com.bmc.install.task.InstallationTask.run(InstallationTask.java:93)
  java.lang.Thread.run(Unknown Source)]
(Sep 16 2013 02:58:13.740 PM 
+0200),SEVERE,com.bmc.install.task.InstallationStateHelper,
  LOG EVENT {Description=[BMC Remedy Action Request System 
failed],Detail=[productARSuiteKit]}
(Sep 16 2013 02:58:13.742 PM 
+0200),CONFIG,com.bmc.install.task.InstallationPropertiesHelper,
  LOG EVENT {Description=[SET PROPERTY 
FAILED_INSTALL_FEATURES],Detail=[productARSuiteKit]}
---

2013/9/16 Hullule, Kiran mailto:kiran_hull...@bmc.com>>
**
Are you sure installation fails completely? Or is that just a warning message 
about email engine being disabled?
If installation failing then BMC need to test it , disabling email engine on 
startup should not cause ARS installation to fail.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Jarl 
Grøneng
Sent: Monday, September 16, 2013 6:18 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: ARSystem 8.1, install patch 1 with disabled email engine fails

**
Hi,

Running ARSystem 8.1, and with Email Engine disabled in startup. The install 
fail with error that says Email Engine is disabled.

As designed?

Win 2008 R2

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Re: ARSystem 8.1, install patch 1 with disabled email engine fails

[Hullule, Kiran]

Are you sure installation fails completely? Or is that just a warning message 
about email engine being disabled?
If installation failing then BMC need to test it , disabling email engine on 
startup should not cause ARS installation to fail.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jarl Grøneng
Sent: Monday, September 16, 2013 6:18 PM
To: arslist@ARSLIST.ORG
Subject: ARSystem 8.1, install patch 1 with disabled email engine fails

**
Hi,

Running ARSystem 8.1, and with Email Engine disabled in startup. The install 
fail with error that says Email Engine is disabled.

As designed?

Win 2008 R2

--
J
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Re: Problem with ARInput in Spoon

[Hullule, Kiran]

This will be included in 8.1 Service Pack 01. i.e. scheduled tentatively 
November this year (subject to change)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, September 12, 2013 8:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Problem with ARInput in Spoon

**
Thanks Kiran for informing us about this bug!  I was fighting this a few months 
ago with a process that I put aside but need to get back to.  Is there a hotfix 
available or any indication of version/patch this bug will be fixed in?

Jason

On Thu, Sep 12, 2013 at 7:08 AM, Hullule, Kiran 
mailto:kiran_hull...@bmc.com>> wrote:
**
Looks like a known bug?  # SW00453874

As a workaround can you try the workaround mentioned in attached example.  Step 
C

HTH

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Mitcham, 
Ross
Sent: Thursday, September 12, 2013 6:36 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Problem with ARInput in Spoon

**
What is the Step before the ARInput step?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of John 
Marshall
Sent: Thursday, September 12, 2013 8:38 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Problem with ARInput in Spoon

**
Hello All,
I am setting up a transformation in Spoon and I am trying to use the ARInput 
step however when I go to setup the Qualification and go to 'Configure 
Qualification' my list of Stream Fields is blank (this is after setting up 
connection to my ARS server and having another step hopping to this one). If I 
right click on the ARInput step and select 'Show Input Fields' I see the list 
of upstream fields that I would expect to see in stream fields section in the 
configure qualification. I have setup another system and the same behavior 
exists.
I have checked out the online wiki page for this and it says that "If variables 
are used in the qualification string, the ARInput step will use the variable 
values at runtime." So that would lead me to believe you can use upstream 
fields.
I have created a ticket with BMC (over a month ago) and I have yet to receive 
any help there.
So I am hoping someone here can help me out.
Thanks in advance for any help/suggestions

John

Environment: ARS/ITSM 8.1 Patch 1 (also happened on non-patched), Windows 2008 
R2 w/ MS SQL 2008 R2. Also using Spoon 4.1.0 on Windows (various flavors)
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Re: ar.cfg tool

[Hullule, Kiran]

You can use TextPad tool that has compare files option. That will show you a 
difference between 2 or more files.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Monday, September 09, 2013 7:38 PM
To: arslist@ARSLIST.ORG
Subject: ar.cfg tool

**
Is there a tool out there that finds the differences between 2 ar.cfg files?  I 
thought there was, but I can't find it..

Thanks!

Lisa Kemes
Remedy Consultant
Dev Technology Group
DLA Office: (717) 770-6437
Cell Phone: (717) 602-9460
lisa.ke...@devtechnology.com


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Re: Enhancements to Developer Studio on ARS v8.1

[Hullule, Kiran]

'Field1' = "SAGAR" instead of 'Field1' = "sagar" (or say 'Field1' = "Sagar")? 
Would they give same results or will fail and will return a message saying NO 
MATCHING RECORDS FOUND?

ANS >> Having Case-Insensitive search enabled. The above search will give you 
result of all matching records 'sagar' irrespective of a case.

e.g.
Sagar
SAGAR
SaGaR
sagar
saGaR

etc.

this search wont fail.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar G Anandpara
Sent: Friday, August 30, 2013 11:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Enhancements to Developer Studio on ARS v8.1

Hi Kiran,

What you gave as a real enhancement (in the Tabular form), was there in v7.6.04 
as well, so only I had made the post.
What John is telling makes sense but is that the only improvement John? or any 
more things been improved, and if so, how do they too help?

Also, I too would like to know Terry's doubt, what if in Advance Search I enter 
'Field1' = "SAGAR" instead of 'Field1' = "sagar" (or say 'Field1' = "Sagar")? 
Would they give same results or will fail and will return a message saying NO 
MATCHING RECORDS FOUND?

Regards,
Sagar

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Re: Enhancements to Developer Studio on ARS v8.1

[Hullule, Kiran]

Not sure what do you mean by end users , however end users too access the 
application and their activities triggers Active Link, filter or escalations 
execution. So yes this is applicable to end users too.
Also this is applicable to all type of forms except vendor, view, display-only, 
and join type of forms.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: Thursday, August 29, 2013 7:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Enhancements to Developer Studio on ARS v8.1

**
So this applies only to code (ie. as it says below, Active links, filters, 
escalations).  Not end-user queries, correct?

Terry



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
Sent: August-29-13 9:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Enhancements to Developer Studio on ARS v8.1
**
Yes there is a real enhancement, see this info:

Db-Case-Insensitive 1

Flag indicating whether to perform case-insensitive queries on Run If 
qualifications for active links, filters, and escalations. (For Oracle 
databases, ensure that this option matches the behavior of your Oracle database 
so that all queries are consistent.) Valid values:
1.T - Performs case-insensitive search , By default, the AR System server 
creates regular indexes when you add an index to a form. To support 
case-insensitive searches on Oracle databases, functional indexes are required 
instead of regular indexes. To change the AR System server's default behavior 
for index creation, set the Db-Functional-Index parameter to T. Then, when a 
new index is added to a form, the AR System server creates a functional index 
for the form. This parameter helps to avoid performance degradation that can 
result from not using database indexes.
The Db-Functional-Index parameter is ignored if Db-Case-Insensitive is set to F 
or if it is absent from the ar.cfg file.
The Db-Case-Insensitive and Db-Functional-Index parameters handle new indexes. 
In the database (outside of the AR System server), you must manually convert 
any existing indexes to functional indexes. BMC provides an unsupported Oracle 
Functional Index Helper.bat utility to manage these existing indexes and to 
convert them from regular to functional indexes. You can find this unsupported 
utility in the ARServerInstallDirectory\Arserver\api\lib folder.
Due to known issue with Oracle, set cursor sharing to EXACT so that the query 
optimizer can use functional indexes for LIKE queries. For help, see your 
database administrator.

Note: While running the Oracle Functional Index Helper.bat utility for existing 
forms, you might see the following error:
Error message ERROR (552): The SQL database operation failed.; ORA-00942: table 
or view does not exist.
This occurs because indexes are not applicable on vendor, view, display-only, 
and join forms.
2.F (the default) - Performs case-sensitive queries.
For optimal performance when using database indexes for case-insensitive 
searches on Oracle, ensure that:
1.The Oracle client is at least version 11.2.
2.The database administrator sets cursor sharing to EXACT for the 
functional indexes that Oracle Optimizer will use (otherwise, performance can 
be severely degraded due to full table scans).
Note: Depending on the volume of data, creating functional indexes may take a 
long time.


If anyone has question related to this feature please let me know.

Regards,
Kiran H

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Thursday, August 29, 2013 6:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Enhancements to Developer Studio on ARS v8.1

**
I think the option can now be:

Db-Case-Insensitive: true

or

Db-Case-Insensitive: TRUE


Good to see it made the list of enhancements.
Could you imagine if the Case-Insensitive option was case-sensitive.

Keep Calm - Remedy On.


-John


On Thu, Aug 29, 2013 at 7:10 AM, Sagar G Anandpara 
mailto:sagar_anandp...@infosys.com>> wrote:
Thanks Shawn for the reply.
With regards to the Similar Subject Line, I have one more similar doubt in the 
section Other Enhancements in v8.x-

The Documentum says "The Db-Case-Insensitive option in the ar.conf (ar.cfg) 
file was improved".

Again, the option was available with v7.6.04 as well, but would like to know 
what and how exactly its been improved.

Thanks,
Sagar

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

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

Re: Enhancements to Developer Studio on ARS v8.1

[Hullule, Kiran]

Yes there is a real enhancement, see this info:

Db-Case-Insensitive 1

Flag indicating whether to perform case-insensitive queries on Run If 
qualifications for active links, filters, and escalations. (For Oracle 
databases, ensure that this option matches the behavior of your Oracle database 
so that all queries are consistent.) Valid values:
* T - Performs case-insensitive search , By default, the AR System 
server creates regular indexes when you add an index to a form. To support 
case-insensitive searches on Oracle databases, functional indexes are required 
instead of regular indexes. To change the AR System server's default behavior 
for index creation, set the Db-Functional-Index parameter to T. Then, when a 
new index is added to a form, the AR System server creates a functional index 
for the form. This parameter helps to avoid performance degradation that can 
result from not using database indexes.
The Db-Functional-Index parameter is ignored if Db-Case-Insensitive is set to F 
or if it is absent from the ar.cfg file.
The Db-Case-Insensitive and Db-Functional-Index parameters handle new indexes. 
In the database (outside of the AR System server), you must manually convert 
any existing indexes to functional indexes. BMC provides an unsupported Oracle 
Functional Index Helper.bat utility to manage these existing indexes and to 
convert them from regular to functional indexes. You can find this unsupported 
utility in the ARServerInstallDirectory\Arserver\api\lib folder.
Due to known issue with Oracle, set cursor sharing to EXACT so that the query 
optimizer can use functional indexes for LIKE queries. For help, see your 
database administrator.

Note: While running the Oracle Functional Index Helper.bat utility for existing 
forms, you might see the following error:
Error message ERROR (552): The SQL database operation failed.; ORA-00942: table 
or view does not exist.
This occurs because indexes are not applicable on vendor, view, display-only, 
and join forms.
* F (the default) - Performs case-sensitive queries.
For optimal performance when using database indexes for case-insensitive 
searches on Oracle, ensure that:
* The Oracle client is at least version 11.2.
* The database administrator sets cursor sharing to EXACT for the 
functional indexes that Oracle Optimizer will use (otherwise, performance can 
be severely degraded due to full table scans).
Note: Depending on the volume of data, creating functional indexes may take a 
long time.


If anyone has question related to this feature please let me know.

Regards,
Kiran H

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Thursday, August 29, 2013 6:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Enhancements to Developer Studio on ARS v8.1

**
I think the option can now be:

Db-Case-Insensitive: true

or

Db-Case-Insensitive: TRUE


Good to see it made the list of enhancements.
Could you imagine if the Case-Insensitive option was case-sensitive.

Keep Calm - Remedy On.


-John


On Thu, Aug 29, 2013 at 7:10 AM, Sagar G Anandpara 
mailto:sagar_anandp...@infosys.com>> wrote:
Thanks Shawn for the reply.
With regards to the Similar Subject Line, I have one more similar doubt in the 
section Other Enhancements in v8.x-

The Documentum says "The Db-Case-Insensitive option in the ar.conf (ar.cfg) 
file was improved".

Again, the option was available with v7.6.04 as well, but would like to know 
what and how exactly its been improved.

Thanks,
Sagar

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

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


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Re: Records in SLM:Measurement form are delayed

[Hullule, Kiran]

If your escalation rpc socket i.e.  390603 is configured as single threaded, 
then please increase the min/max threads for escalation queue if not already. 
Also create escalation pools and have frequently running escalation run on 
dedicated escalation pool.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gritz,Melissa Dampier
Sent: Thursday, August 29, 2013 6:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Records in SLM:Measurement form are delayed

I have had some experience with this but I wouldn't say expert... these SLM 
measurements are run via escalations and I believe the default is 5 mins. Also 
you probably want to modify your ports/queues to allow for more threads to be 
used if you are using a lot of service targets. Sorry I can't remember right 
off hand which RPC number to modify.

Best Regards,

Melissa Gritz

UF Information Technology
P.O. Box 112050
Enterprise Systems Infrastructure

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of shashidhar M S
Sent: Thursday, August 29, 2013 6:06 AM
To: arslist@ARSLIST.ORG
Subject: Records in SLM:Measurement form are delayed

Hello Experts,

I am seeking your expertise with regards to an SLM issue.

Issue: When an incident is created, the active link 
INT:HPDSLM:INC:SLAStatus_150_Green is responsible for changing the color of the 
SLMDVF field to green. It looks for the value SLM Status = "Within The Service 
Target". The issue here is, the color change is getting delayed, say it takes 4 
to 5 minutes to turn green. On checking, the value for SLM Status on HPD:help 
Desk form  is blank for 4 to 5 minutes. Also the creation of corresponding 
entries on SLM:Measurement form are delayed. 

Request you to post your thoughts. Thanks

Best Regards,
Shashidhar

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Re: Overlays

[Hullule, Kiran]

In addition to this..  in 8.1 version BMC has introduced 'Granular Overlays' 
feature, that gives benefit of updating existing overlays with newly updated 
properties on Base objects as a part of an upgrade.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ajay Bandil
Sent: Monday, August 26, 2013 2:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Overlays

Hi Neha,

BMC has created Overlay concept to preserve customizations during version 
upgrade. So now if you want to modify any OOTB functionality, just create the 
overlay of existing object (right click object and choose create overlay). 
Since during upgrade, installer will modify only base objects and overlay will 
remain unchanged, so your customization will remain in the system.

For more details please refer BMC doc FormAppObj-7604.


Regards
Ajay Bandil

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Re: AR Safeguard Missmatch Utility for ARS 7604 - Solved

[Hullule, Kiran]

Its my pleasure.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikram
Sent: Friday, August 23, 2013 6:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR Safeguard Missmatch Utility for ARS 7604 - Solved

Hey Kiran,

It worked for us. The utility just worked fine. Thanks again for your help,

Regards,
Vikrant

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Re: AR Safeguard Missmatch Utility for ARS 7604

[Hullule, Kiran]

I do have it , please share a location where I can put this file. As I know 
arlist has limitation of attachment as 200 kb.. this file is 2 MB.

NOTE: Please run it at your own risk. Also please make sure you refer attached 
document first. 




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikrant
Sent: Friday, August 23, 2013 12:40 PM
To: arslist@ARSLIST.ORG
Subject: AR Safeguard Missmatch Utility for ARS 7604

hi Listers,

Just was wondering if we have a 7.6.04 version of the Safeguard missmatch 
utility avaliable to use. We are facing an issue due to some incorrect queries 
on the database by one of our support teams.

We are facing an issue of safeguard miss match for one custom form. 

May I know what is the effect of this utility on the system if we run it. I am 
not aware what this utility actually does hence seek help from the list.

Also if anyone can point me to the 7604 version of the utility or confirm is 
the 7603 version will work which I dont think will.

Thanks,
Vikrant

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Re: Min and Max numbers of Fast and List threads

[Hullule, Kiran]

In older versions like you use.  Ideal calculation is something like this:

Fast Thread:   ie. 390620  Min (No. of CPU on the OS X 3) Max ((No. of CPU 
on the OS X 5)
List Thread: ie. . 390635   Min (No. of CPU on the OS X 3) Max ((No. of CPU 
on the OS X 5)


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Villamar, Mark Johnson
Sent: Thursday, August 22, 2013 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Min and Max numbers of Fast and List threads

**
Hello guys,

We're currently in version 7.01 and our ARSystem is utilizing approximately 15 
threads. We want to set the min and max to 20 to keep some threads for buffer. 
Any comments on this if this is an ideal numbers?

Thanks and Regards,
Mark Johnson S. Villamar
IT - Application Center of Excellence (ACE)
Remedy Support Team
Office: (214) 567-1020
Email: m-villa...@ti.com

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Re: Issue with AREA plugin

[Hullule, Kiran]

Please refer BMC Remedy AR System 8.1.00 online documentation.pdf page no : 480 
and further.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik
Sent: Tuesday, August 20, 2013 7:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issue with AREA plugin

**
Thanks both.

LJ,
i killed arplugin.exe and also restarted arsever before, did not help much

Kiran,
certificate is valid till end of 2020. when i list the certificates in the 
keystore, it lists the certificates. Whats the command to validate a 
certificate?

also, how does ARDBC work with the same keystore and certificates in it while 
AREA doesn't?

- Karthik

On 20 August 2013 19:05, Hullule, Kiran 
mailto:kiran_hull...@bmc.com>> wrote:
**
Your Java Key Store (path C:\certificate\ldaptruststore.jks) certificate is no 
longer valid or available. Please use java keytool to check the validity of 
this certificate file,.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Karthik
Sent: Tuesday, August 20, 2013 7:01 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Issue with AREA plugin

**
Team,

we had configured AREA authentication via SSL a few months back. Suddenly, 
since yesterday it has stopped working with below error in the arplugin.log

+VLAREAVerifyLoginCallback  -- user remedy_ldap -- vendor 
ARSYS.AREA.HUB   (D:\Program Files\BMC 
Software\ARSystem\arealdap\areahub.dll)
  AREAVerifyLoginCallback
  Connecting via SSL(host=  init: Bad parameter to an ldap routine (LDAPERR Code 
89)
  init: ldapssl_client_init failed [cert path 
C:\certificate\ldaptruststore.jks]
  Failed to initialize the ldap sdk
-VLFAIL

user remedy_ldap is the bind user we have configured.

Weird thing is, it works on ARDBC via LDAP with the same bind user and 
certificates, however throws error for AREA. Any ideas?

we checked and it seems nothing changed on AD.

--
- Karthik
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Re: Issue with AREA plugin

[Hullule, Kiran]

Your Java Key Store (path C:\certificate\ldaptruststore.jks) certificate is no 
longer valid or available. Please use java keytool to check the validity of 
this certificate file,.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik
Sent: Tuesday, August 20, 2013 7:01 PM
To: arslist@ARSLIST.ORG
Subject: Issue with AREA plugin

**
Team,

we had configured AREA authentication via SSL a few months back. Suddenly, 
since yesterday it has stopped working with below error in the arplugin.log

+VLAREAVerifyLoginCallback  -- user remedy_ldap -- vendor 
ARSYS.AREA.HUB   (D:\Program Files\BMC 
Software\ARSystem\arealdap\areahub.dll)
  AREAVerifyLoginCallback
  Connecting via SSL(host=  init: Bad parameter to an ldap routine (LDAPERR Code 
89)
  init: ldapssl_client_init failed [cert path 
C:\certificate\ldaptruststore.jks]
  Failed to initialize the ldap sdk
-VLFAIL

user remedy_ldap is the bind user we have configured.

Weird thing is, it works on ARDBC via LDAP with the same bind user and 
certificates, however throws error for AREA. Any ideas?

we checked and it seems nothing changed on AD.

--
- Karthik
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Re: ITSM 764 Help Desk Indexes

[Hullule, Kiran]

What led you decide to remove indexes from the form?
Why do you think removing indexes will help?
What problem you are addressing there?
How sure your DBA about his comment on performance impact due to FTS index 
enabled on those fields?
  As far as I know there should not be any problem having indexes created on 
these fields. The goal of FTS is following:

1) Faster and effective searches instead of full table scan
2) case insensitive searches
3) attachment level searches
4) better performance in search

If FTS gives it then I wonder what specific problem you see with these fields.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Wednesday, August 14, 2013 8:16 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 764 Help Desk Indexes

Want to add some more "useful" indexes to the HPD:Help Desk form in ITSM 764 
sp2 but am getting some push back from our DBAs that there are already 16 (out 
of the box) and adding more could impact performance. Some of the indexes I am 
considering removing are :

Product Name
Incident Asscoiation Type
mc_ueid
Component_ID
Original Incident Number
Owner Login ID

Not sure how the above indexes are used througout the application and BMC could 
not provide an answer.

Has anyone done any work with the OOTB indexes?

Thank you.

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Re: Using BPCU while ARS Upgrade?

[Hullule, Kiran]

Best Approach:
Go to best practice customization mode
Create Form Overlay
Create View Overlay on which you have planned to update/add the fields
Create Field Overlay if modifying existing field,
 If not,
Add custom field that you need to


From: Action Request System discussion list(ARSLis
t) [mailto:arslist@ARSLIST.ORG] On Behalf Of Raj
Sent: Wednesday, August 14, 2013 3:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Using BPCU while ARS Upgrade?

**
For backward compatibility of our ITSM(HD 5.6) and existing customizations on 
User form, we analyzed and decided to create those Custom fields on newer 
version.
To do that what is the recommended approach - Do I have to create overlay for 
User form and then modify the overlay in Best Customization mode or I just go 
to Base Development mode and start adding the fields?
Also, at what step do I use BPCU(do I need to use it at all or I can skip it?)
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Re: Post Upgrade - Server Information is empty

[Hullule, Kiran]

This will not cause any lost in customization. As this is oob object and we 
don’t expect any customization on it.

From: Raj [mailto:ravi6...@gmail.com]
Sent: Wednesday, August 07, 2013 10:04 PM
To: arsl...@googlegroups.com
Cc: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG; Hullule, Kiran
Subject: Re: Post Upgrade - Server Information is empty

Do I import using Developer Studio?
Also, looks like it includes def of lot of forms, any chance importing this 
could cause to lose customizations we have?
Where can I find more information on this def file...

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Re: Post Upgrade - Server Information is empty

[Hullule, Kiran]

You can find it under 
\Arserver\installforms\en\serveradmin.def



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raj
Sent: Wednesday, August 07, 2013 9:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Post Upgrade - Server Information is empty

** I am encountering same issue while running upgrade from v7.1 to v7.6.04.
Where do you find this definition file(serveradmin.def) ?

On Monday, July 16, 2012 9:51:15 PM UTC-7, jaya munjal wrote:
**
Hi List

Yes re-importing the serveradmin.def resolved the issue.

Thanks for your help

regards
Jaya


From: "Longwing, LJ CTR MDA/IC" >
To: ars...@arslist.org
Sent: Thursday, July 12, 2012 10:10 PM
Subject: Re: Post Upgrade - Server Information is empty

Jaya,
I agree with Matt, I've had this problem before and found the solution through 
the plugin logs.  The problem was that there was stuff on the form that didn't 
work properly.  I corrected by manually re-importing the Server Administration 
def file from the upgrade and telling it to delete extra fields/views, this 
cleaned up the form and allowed it to work properly.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:ars...@arslist.org] On Behalf Of jaya munjal
Sent: Thursday, July 12, 2012 9:21 AM
To: ars...@arslist.org
Subject: Post Upgrade - Server Information is empty

**
Hi List

We are upgrading our ARS 7.1 to ARS 7.6.04 SP2 , the installer runs fine but we 
have noticed that most time the server information becomes blank. The services 
come up and the host id is shown on the license console. But server information 
remains empty, we have tried restarting ar server as well as ar plugin services.

But still the server information remains blank, anyone experience the same 
issue.

ARS 7.1 upgrade to ARS 7.6.04 SP2

DB - Oracle 10.2

OS - Solaris 9

Thanks
Jaya


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Re: Licensing

[Hullule, Kiran]

Floating licenses are fairly costlier than fixed type license, but about the 
cost of your overall licenses ,I think your BMC Account Manager will help you 
in more detail.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Wednesday, August 07, 2013 8:13 PM
To: arslist@ARSLIST.ORG
Subject: Licensing

**
Hi,

A business colleague of posed a question to me.
They have 24 X 7 support.
If they purchase 10 fixed AR System licenses, and 40 AR system floating
10 fixed Incident Management license, and 40 floating Incident Management 
licenses - about how much should this cost?
Is there a ballpark number?  I know each case is different.
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Re: Plugin server troubleshooting (7.01)

[Hullule, Kiran]

You mentioned this is 7.0.1 version if that is the case then you don't expect 
log4_pluginsvr.xml file . as per your description you are using WSDL it means 
you are using AR Webservice plugin.. you need to check in plugin logs whether 
or not this webservice plugin (Alias Name:   REMEDY.ARF.WEBSERVICE)  is loaded 
or not.. if not check Server-Plugin-Alias parameter value... see if you can 
make the server name resolvable to the client machine (for testing purpose if 
you are running that specific run process using Active Link) , if you are using 
Filter run process then just check the Plugin-port mentioned or not for 
webservice plugin alias.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dave Barber
Sent: Wednesday, August 07, 2013 4:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Plugin server troubleshooting (7.01)

**

Interesting, log4j_pluginsvr.xml doesn't appear to exist on any of our test 
environments.
The 9760 error appears when trying to run a process via the user tool (creates 
a record, a filter then consumes a WSDL).

On 6 August 2013 16:19, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
**
Java log is set from a different place{AR Install 
Dir}/pluginsvr/log4j_pluginsvr.xml

You also didn't mention where you are seeing the 9760 error

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Hullule, 
Kiran
Sent: Tuesday, August 06, 2013 10:11 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Plugin server troubleshooting (7.01)

**
You need to enabled plugin-log-level to "All" from server admin console. Also 
check whether you have server name resolvable and plugin port is mentioned 
correctly.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dave Barber
Sent: Tuesday, August 06, 2013 8:38 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Plugin server troubleshooting (7.01)

**
I'm rebuilding a couple of our test servers into a server group for testing of 
some issues around our live migration from 7.0.1 to 7.6.04.  All environments 
are running on Solaris, AR 7.0.1 patch 012 and Oracle 10g.

Server group configuration was (for the most part) easy enough, however I'm 
having issues getting the plugin server running.  The plugin server has never 
been in regular/active use on either of these server, and awkwardly I've never 
had to do any in-depth diagnosis of the plugin server (its always worked on the 
live system - with the exception of the 7.6.04 migration).  So services appear 
to start without issue - plugin server starts, nothing in its error log.
-- STARTUP
 (ARNOTE 0)
   ARMonitor child process (pid:25601) started.
./arplugin

Action Request System(R)  Plug-In Server   Version 7.0.01 Patch 012 201010211330
Copyright (c) 2001 - 2006 BMC Software, Inc.
All rights reserved.

Loaded Web Services plugin properly
- arplugin log file
 /* Tue Aug 06 2013 14:47:41.3884 */  
Entering ARPluginInitialization
 /* Tue Aug 06 2013 14:47:41.3890 */  
Configuration File /apps/rem-app-test-1/conf/ar.conf
 /* Tue Aug 06 2013 14:47:41.3892 */  
Entering ConfigDeletePlaceHolders (/apps/rem-app-test-1/conf/ar.conf)
 /* Tue Aug 06 2013 14:47:41.3900 */  
Leaving  ConfigDeletePlaceHolders
 /* Tue Aug 06 2013 14:47:41.3902 */  
Leaving  ARPluginInitialization
 /* Tue Aug 06 2013 14:47:41.3968 */  Entering 
ARPluginCreateInstance
 /* Tue Aug 06 2013 14:47:41.3971 */  Leaving  
ARPluginCreateInstance
 /* Tue Aug 06 2013 14:47:41.3973 */  
Entering ARPluginCreateInstance
 /* Tue Aug 06 2013 14:47:41.3975 */  
Leaving  ARPluginCreateInstance
To be honest its driving me a bit potty - I've compared all that I know of the 
configuration between one of our other environments and cannot figure out why 
the plugin server is failing (we just get a message claiming "ARERR 9760 Cannot 
establish a network connection to the AR System Plug-in server".  The plugin 
port is defined as it is on all of our other test (and live) environments.
No other logs available (no sign of the arjavaplugin log on this 7.0.1 
instance, should it be there?).
Regards

Dave


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Re: Plugin server troubleshooting (7.01)

[Hullule, Kiran]

You need to enabled plugin-log-level to "All" from server admin console. Also 
check whether you have server name resolvable and plugin port is mentioned 
correctly.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dave Barber
Sent: Tuesday, August 06, 2013 8:38 PM
To: arslist@ARSLIST.ORG
Subject: Plugin server troubleshooting (7.01)

**
I'm rebuilding a couple of our test servers into a server group for testing of 
some issues around our live migration from 7.0.1 to 7.6.04.  All environments 
are running on Solaris, AR 7.0.1 patch 012 and Oracle 10g.

Server group configuration was (for the most part) easy enough, however I'm 
having issues getting the plugin server running.  The plugin server has never 
been in regular/active use on either of these server, and awkwardly I've never 
had to do any in-depth diagnosis of the plugin server (its always worked on the 
live system - with the exception of the 7.6.04 migration).  So services appear 
to start without issue - plugin server starts, nothing in its error log.
-- STARTUP
 (ARNOTE 0)
   ARMonitor child process (pid:25601) started.
./arplugin

Action Request System(R)  Plug-In Server   Version 7.0.01 Patch 012 201010211330
Copyright (c) 2001 - 2006 BMC Software, Inc.
All rights reserved.

Loaded Web Services plugin properly
- arplugin log file
 /* Tue Aug 06 2013 14:47:41.3884 */  
Entering ARPluginInitialization
 /* Tue Aug 06 2013 14:47:41.3890 */  
Configuration File /apps/rem-app-test-1/conf/ar.conf
 /* Tue Aug 06 2013 14:47:41.3892 */  
Entering ConfigDeletePlaceHolders (/apps/rem-app-test-1/conf/ar.conf)
 /* Tue Aug 06 2013 14:47:41.3900 */  
Leaving  ConfigDeletePlaceHolders
 /* Tue Aug 06 2013 14:47:41.3902 */  
Leaving  ARPluginInitialization
 /* Tue Aug 06 2013 14:47:41.3968 */  Entering 
ARPluginCreateInstance
 /* Tue Aug 06 2013 14:47:41.3971 */  Leaving  
ARPluginCreateInstance
 /* Tue Aug 06 2013 14:47:41.3973 */  
Entering ARPluginCreateInstance
 /* Tue Aug 06 2013 14:47:41.3975 */  
Leaving  ARPluginCreateInstance
To be honest its driving me a bit potty - I've compared all that I know of the 
configuration between one of our other environments and cannot figure out why 
the plugin server is failing (we just get a message claiming "ARERR 9760 Cannot 
establish a network connection to the AR System Plug-in server".  The plugin 
port is defined as it is on all of our other test (and live) environments.
No other logs available (no sign of the arjavaplugin log on this 7.0.1 
instance, should it be there?).
Regards

Dave
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Re: Where can I Find "SWXXXXXX" Docs?

[Hullule, Kiran]

This defect SW00275135 is fixed in 7.0.03 Patch 10, Asset Management 
Application module. However there is also another copy defect SW00275125 fixed 
in 7.6 version asset application module.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ken Pritchard
Sent: Friday, August 02, 2013 8:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Where can I Find "SWXX" Docs?

**
Lisa - I believe that's a ticket number for their software defects.  BMC 
Support would be the ones to contact on the status.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Friday, August 2, 2013 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Where can I Find "SWXX" Docs?

**
I'm looking at the knowledge base on the Support Section of the BMC Website, 
and I found something similar to my problem and it refers to "a bug covered in 
SW00275135."

I did a search on SW00275135 in the knowledge base to get more info about this 
bug (and is it going to be fixed in a later version?) and all I get is the 
original article that references the SW number.

Does anyone know if where these are?  Or are they not viewable to us?

Lisa Kemes
Remedy Consultant
Dev Technology Group
DLA Office: (717) 770-6437
Cell Phone: (717) 602-9460
lisa.ke...@devtechnology.com


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Re: Base Development vs Overlays v8.1

[Hullule, Kiran]

During an upgrade Installer does not touch the customization that is not BMC 
application. Only those objects that are BMCs oob objects will be reimported in 
any future upgrades. Just make sure your customized objects are shown as 
Customization Type - Custom in developer studio.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Thursday, July 18, 2013 8:46 PM
To: arslist@ARSLIST.ORG
Subject: Base Development vs Overlays v8.1

**
This week I experienced great  joy when we completed our 'play' server upgrade 
from v7.5, oracle 10g, solaris to v8.1, oracle 11g unicode, on linux, also 
installing mid tier for the first time.

#1 - Wish there was a separate mid tier manual.  Working with that large 8.0 
doc is cumbersome when you're trying to focus on one aspect.  (small rant, 
sorry).

#2 - Accessed the mid tier and was very pleased to see our forms (custom 
system) looking very similar to user tool forms right from the start.  Even 
those forms with lots of tabs and fields.

So I wanted to adjust our console page banner just a bit since it seemed to 
squash up a bit cutting off the bottoms of the 'p' in the wording.  But 
couldn't make any changes in the 8.1 dev tool.

Ah yes, overlays.  I didn't realize that the system is 'locked' for changes 
until you make a decision.  The decision appears to be, use Base Development or 
Overlays.

We do not have BMC applications, we are custom.  Yes we have core system forms 
which I do not change with the  exception of the AR System Email Messages form 
to add fields referencing other data from an originating place which have 
non-reserved field IDs.

I've read some old arslist entries regarding this choice and the documentation. 
 I'd just like the opinion of any one who chose Base Development months ago, 
likely on their custom system, and if that has worked  successfully for them.

I'd like to keep our system simplified as much as possible.  I'm the only 
Remedy Dev/Admin here so there are no others making changes and we have no 
plans to add BMC applications.  If we did it would be a total re-do of 
everything.

Has Base Development mode caused any issues?   Thinking ahead to a v9 upgrade 
did anyone on 7.6 have issues on a custom system upgrading to 8.x that was in 
Base mode?

I appreciate your opinions.

Thanks,
Susan

Susan Palmer
ShopperTrak
233 S Wacker St   41st Floor
Chicago, IL  60606
312-529-5325
spal...@shoppertrak.com
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Re: Archive Incident Management& Change Management 7.1

[Hullule, Kiran]

If you delete from Db then remedy may not be aware of what all data have been 
deleted and there are chances that deleting data from db,  form association 
won't be maintained causing some other inconsistency. You better delete it from 
remedy application.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of mahmoud mahdy
Sent: Monday, July 15, 2013 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Archive Incident Management& Change Management 7.1

**
Dears,
I'd like to delete the history and keep only the last two years.
so, is it better to delete form remedy forms or DB..?
Thanks


Date: Mon, 15 Jul 2013 14:41:23 +0530
From: kiranpatil@gmail.com
Subject: Re: Archive Incident Management& Change Management 7.1
To: arslist@ARSLIST.ORG

**
Hi Mahmoud,

You can achieve remedy archiving using some of the external tools like rrchive, 
Informatica, BMC DSO

1. First find out business timeframe and condition for data archieving.
2. Identify main forms and related forms to archieve.

Use any of the above tool or similar tool to migrate data.

Challenge here would be data integritiy which should be impacted.

Good Luck !!

Regards
Kiran





On Mon, Jul 15, 2013 at 2:22 PM, mahmoud mahdy 
mailto:mahmoud_ma...@live.com>> wrote:
**
Dears,

Kindly help as we have (500 GB database file) which affecting our performance 
and causing system down.
is there a way to truncate the history data from the system or DB..?.

Thanks,
Best Regards,

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



--
Regards

Kiran Patil
Cognizant Technology Solutions
Pune, India
Mob No: +91 989 037 7125
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Re: ARERR log

[Hullule, Kiran]

Possibly this,

SW00344488


The AR System server crashed when running a web service based on a date field 
that was not in the -MM-DD format.

It is fixed in later patches of 7.5 , you may try.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajiv Gopal
Sent: Friday, July 12, 2013 3:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR log

**
Hi,

I've gone through the ARThread log and it shows the Thread on Fast Queue Died 
and Restarted.

 /* Fri Jul 12 2013 06:20:39.2670 */ Thread Id 12832 (thread number 106) 
on FAST queue restarted.
 /* Fri Jul 12 2013 06:21:36.2830 */ Thread Id 12832 (thread number 106) 
on FAST queue died.
 /* Fri Jul 12 2013 06:21:36.2830 */ Thread Id 6860 (thread number 106) 
on FAST queue restarted.
 /* Fri Jul 12 2013 06:21:47.1420 */ Thread Id 1084 (thread number  42) 
on FAST queue died.
 /* Fri Jul 12 2013 06:21:47.1420 */ Thread Id 8388 (thread number  42) 
on FAST queue restarted.


On Fri, Jul 12, 2013 at 3:30 PM, Hullule, Kiran 
mailto:kiran_hull...@bmc.com>> wrote:
This is AR Server crash or potentially Fast thread died . This happened due to 
webservice execution.  As you are running on 7.5 patch 03 , see the 7.5 p08 
readme file if there is any defect fixed in this area.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Rajiv 
Nakkana
Sent: Friday, July 12, 2013 2:53 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: ARERR log

Hi,

I'm receiving the following error in one of our application server. However I'm 
able to access the server and see that there are 350 Users connected to the 
server.

Fri Jul 12 05:19:09 2013  390620 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)

Fri Jul 12 05:19:09 2013 0xc005

Fri Jul 12 05:19:09 2013  390620 : AR System server terminated -- fatal error 
encountered (ARNOTE 21)

Fri Jul 12 05:19:52 2013  390620 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)

Fri Jul 12 05:19:52 2013

   Timestamp: 1373620792.6650

   Thread Id: 13840

   Version: 7.5.00 Patch 003 200909292346 Sep 30 2009 01:21:53

   ServerName: arsprod

   Database: SQL -- Oracle

   Hardware: Intel Pentium

   OS: Windows Server 2003

   RPC Id: 9690560

   RPC Call: 121 (XMLGE)

   RPC Queue: 390620

   Client: User BMCCTRLM from Webservice (protocol 14) at IP address 
10.218.105.65

   Form:

   Logging On: Thread ServerGroup

   Code: c005

   Operation: write

   Access Addr: 0x230

   Stack Begin:

  Addr: 00837272

  Addr: 005159C1

  Addr: 0052393C

  Addr: 51DFCA38

   Stack End

Any help would be appriciated.

Thanks and Regards,
Rajiv N
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Re: ARERR log

[Hullule, Kiran]

This is AR Server crash or potentially Fast thread died . This happened due to 
webservice execution.  As you are running on 7.5 patch 03 , see the 7.5 p08 
readme file if there is any defect fixed in this area.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajiv Nakkana
Sent: Friday, July 12, 2013 2:53 PM
To: arslist@ARSLIST.ORG
Subject: ARERR log

Hi, 

I'm receiving the following error in one of our application server. However I'm 
able to access the server and see that there are 350 Users connected to the 
server.

Fri Jul 12 05:19:09 2013  390620 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)

Fri Jul 12 05:19:09 2013 0xc005

Fri Jul 12 05:19:09 2013  390620 : AR System server terminated -- fatal error 
encountered (ARNOTE 21)

Fri Jul 12 05:19:52 2013  390620 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)

Fri Jul 12 05:19:52 2013 

   Timestamp: 1373620792.6650 

   Thread Id: 13840

   Version: 7.5.00 Patch 003 200909292346 Sep 30 2009 01:21:53

   ServerName: arsprod 

   Database: SQL -- Oracle

   Hardware: Intel Pentium

   OS: Windows Server 2003

   RPC Id: 9690560

   RPC Call: 121 (XMLGE)

   RPC Queue: 390620

   Client: User BMCCTRLM from Webservice (protocol 14) at IP address 
10.218.105.65

   Form: 

   Logging On: Thread ServerGroup

   Code: c005

   Operation: write

   Access Addr: 0x230

   Stack Begin: 

  Addr: 00837272

  Addr: 005159C1

  Addr: 0052393C

  Addr: 51DFCA38

   Stack End 

Any help would be appriciated.

Thanks and Regards,
Rajiv N

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Re: ARERR 8755 error message for ARSYS.ARF.WEBSERVICE

[Hullule, Kiran]

Please try 32 bit JVM path as arserverd and arplugin processes are 32 bit in 
7.1 version.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Govind M
Sent: Monday, July 08, 2013 5:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 8755 error message for ARSYS.ARF.WEBSERVICE

Joe,

The system was not set to update automatically. It is a standalone system with 
local Network.  The system earlier working with patch 8 with JDK 1.5.0.15 
(minimum recommended 1.5.0.12). The version is still the same. The issue 
history includes some changes in arsystem startup script as well. We have given 
the java path manually in script as 
"/usr/java/jre/lib/sparc/server:/usr/java/jre/bin". Earlier, it was 
/usr/bin/java, which is not helping us to start up arsystem after patch 9 
upgrade.

We have some confusion to update the java path in environment variables of 
solaris. The system has 32 bit and 64 bit java. But, which is the right path to 
point in what variables is our confusion. Can anybody guide for setting up JDK. 
?


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Monday, May 13, 2013 8:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 8755 error message for ARSYS.ARF.WEBSERVICE

I always install a Remedy only installation of Java in a directory the app 
controls just for this reason, that way I know what version is being ran, I 
control when updates are made etc.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Sunday, May 12, 2013 11:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 8755 error message for ARSYS.ARF.WEBSERVICE

You probably may have not deliberately changed anything but might have set your 
server for automatic upgrade, which might have altered the path of your JVM and 
hence it cannot find it anymore.

Have you checked to see that your JVM path is consistent with the configuration 
settings in Remedy, particularly the process that starts the plugin service?

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Govind M
Sent: Sunday, May 12, 2013 3:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 8755 error message for ARSYS.ARF.WEBSERVICE

I still didn’t get any update from BMC as well. If anybody have solution for 
this, it is much appreciated. :)

-Original Message-
From: Govind M (WI01 - GIS)
Sent: Sunday, May 05, 2013 5:15 PM
To: arslist@ARSLIST.ORG
Subject: RE: ARERR 8755 error message for ARSYS.ARF.WEBSERVICE

Fred,

I have run the ARS as non-root only and it fails when I run ./arsystem start 
from the bin directory.  Even if I run with root user, I still get the below 
error and java process didn’t started at all. This happens with not root user 
as well. Also,  i haven't change the java version in the server. 

Action Request System(R) Approval Server   Version 7.1.00 Patch 009 201002040530
(c) Copyright 1999-2007 BMC Software, Inc.
There was an error trying to initialize the HPI library.
Please check your installation, HotSpot does not work correctly when installed 
in the JDK 1.2 Solaris Production Release, or with any JDK 1.1.x release.

390695 : Cannot create JVM: Unknown Error (ARERR 9130)

 (ARNOTE 0)
   ARMonitor child process (pid:3632) died with 0.
java

Regards,
Govind

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, May 02, 2013 7:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 8755 error message for ARSYS.ARF.WEBSERVICE

Are you running ARS as non-root?  

When the startup fails is it when running ./arsystem start  (from your bin 
directory) or when starting from the server init ?

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Govind M
Sent: Thursday, May 02, 2013 7:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 8755 error message for ARSYS.ARF.WEBSERVICE

**
Apart from /bin in LD_LIBRARY_PATH, I have found 
only one path updated for java: /usr/java/jre/lib/sparc/client. I am not sure 
after installation, is it updated or needs to be updated correctly. Can you pls 
guide me what to look out in CLASSPATH.

Yes Joe, I have checked by running the plugin start up command thru command 
line separately. It brought up the Webservice and other plugins as well ☺.   
The problem happens when I get HPI library error while restarting it.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Thursday, April 11, 2013 7:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 8755 error message for ARSYS.ARF.WEBSERVICE

**
Apart from your class path examine the plugin

Re: Will OS Upgrade affect my ITSM

[Hullule, Kiran]

No , RHEL 3.9.3 is supported for 7603 ITSM. However it is advisable to have 
File System and database backup beforehand.

Regards,
Kiran H

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar Valse
Sent: Tuesday, June 25, 2013 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Will OS Upgrade affect my ITSM

**
Hi,

I am currently running on ITSM Version 7.6.03 on Linux OS Version 
2.6.18-308.8.2.el5.
I want to upgrade Linux to Version 3.9.3 or above.
Does anyone knows whether this Linux Version 3.9.3 will make any impact on 
Remedy or ITSM Services 7.6.03.
Also is there any document from BMC which mentions about the same.
Thanks and Regards,
Sagar Valse
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Re: Overlay

[Hullule, Kiran]

Overlay is a replica copy of base + its own customization that you have done. 
Whatever out of the box you see on Overlay object is coming from Base, if you 
delete overlay object then base object will still be intact but it's not other 
way round. Concept of an Overlay is to Preserve your customization during 
upgrade process. If you do any customization on base objects then you would 
lose them but customizations on overlay object always remain unbroken.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron
Sent: Monday, June 24, 2013 6:41 PM
To: arslist@ARSLIST.ORG
Subject: Overlay

I am new to Developer Studio. My question is about forms that are listed as an 
overlay. What is the best method to work on an overlay... Base or Best? Then 
also, I have tried to add fields to it and the fields are showing and I have 
also entered the workflow for it and it looks good there but when I go back 
into the user area and run the form the new fields aren't there. Do I need to 
create a new view under that form and add the new fields to it or what?

Thanks for any and all help.

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Re: MaxLogSize > 100000?

[Hullule, Kiran]

You can also control file history by putting this parameter in ar.conf  -->  
Max-Log-History: 10

It will maintain last 10 log files of defined file size before it starts 
overwriting from 1st file again until 10th.
You can also check the ulimit for  filesize 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, June 21, 2013 8:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: MaxLogSize > 10?

It was (We are now on 7.6), but we are also on Unix (which may make a 
difference as we have been using 30M since v5.1)

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ervin, Albert
Sent: Friday, June 21, 2013 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: MaxLogSize > 10?

Yes.. we considered that, but we'd like to manage the file size as we have a 
limit on free space.
Rather than write a script to check daily we'd like to just increase the size 
as 97K seems a bit low. 

For the 30MB size that Fred set, is this version 7.1 that is being used?  

Albert

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Worley, Mark A CTR USAF AFWA 2 
SYOS/SYOE
Sent: Friday, June 21, 2013 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: MaxLogSize > 10?

Have you tried setting it to 0 for unlimited size?

Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of Ervin, Albert
Sent: Friday, June 21, 2013 14:36
To: arslist@arslist.org
Subject: Re: MaxLogSize > 10?

In the properties of the field on that form has a max limit of 10.   Is it 
a matter of changing the size of that field to accommodate the bigger size?
Currently, If I try to add the number you have below, it kicks back an error 
that the value has to be between 0 and 100,000

Albert

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, June 21, 2013 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: MaxLogSize > 10?

You can put any value you want into the size (in the administration console).  
The limit is only on what your OS supports.   I currently run 3200 (approx. 
30M of data)

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ervin, Albert
Sent: Friday, June 21, 2013 9:07 AM
To: arslist@ARSLIST.ORG
Subject: MaxLogSize > 10?

** 

Is there a way to increase the maxlogfile size beyond the field limit of 
10, which equates to about 97KB of data.   In our case, 30 minutes of user 
logs. 

The version of Remedy is 7.1

Regards,
Albert Ervin
Texas Instruments

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Re: ARS 7.1 on Windows 2008 or 2012 ?

[Hullule, Kiran]

7.1 on Windows 2008 R2 with MSSQL database runs fine, I have it setup on my 
environment with ITSM 763, all good. 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Anderson, Douglas W.
Sent: Friday, June 21, 2013 7:01 PM
To: arslist@ARSLIST.ORG
Subject: ARS 7.1 on Windows 2008 or 2012 ?

OK, how's this for an oldie but a goodie? Has anybody successfully run ARS
7.1 on Windows Server 2008 or 2012?

If you've tried it, how did it go? What gotchas were most fun? Most
pernicious?

Thanks for any clues,
Doug Anderson

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Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

[Hullule, Kiran]

API and SQL file.

I am sure you will see something like T1.C8 = 102  , in SQL logs SELECT 
statement.  Grab that RPC ID and find out what all activities have happened and 
on what table and column. There you will see what field the value is not 
getting.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupendra Kumar
Sent: Thursday, June 13, 2013 3:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

**
Hi,

And which log files should I check to know which field is not getting the 
value.???

I have windows serve.

Best Regards,
KUMAR
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: 12 June 2013 17:04
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

**

My guess is your server is probably UNIX and you have done a non root install 
and have not completed the post install steps of manipulating the directory 
location of the catalog files. Complete that step and the associated message 
that Longwing shared with you, will display instead of complaining that the 
message is not in catalog. Currently your system has no access to that catalog 
because you have not done your post install steps which are necessary.



Creating symbolic links to the locations these files need to exist and 
adjusting the file permissions so that the non root user starting the AR Server 
service should suffice.



Cheers



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupendra Kumar
Sent: Wednesday, June 12, 2013 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

Hi

Thanks for replying.

I am a User
And the server version is : 7.5.00 Patch 004 201002051027

I am accessing remedy via thick client.

Best Regards,

Bhupendra KUMAR

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: 12 June 2013 16:20
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 102 : Remedy Version 7.5.00 Patch 004

**
Bhupendra,
Error 102 is

Name parameter (or name field in a parameter) is empty.  The operation being 
performed requires a name specification for an item, but no name was specified. 
Specify a value for the name parameter, and retry the operation.

This is typically associated with a data error when trying to do advanced 
workflow.  If you say you are new...are you a user of the system or are you the 
administrator?

What client are you using and what versions of the server and applications are 
you using?

On Wed, Jun 12, 2013 at 8:00 AM, Bhupendra Kumar 
mailto:bhupendra_ku...@cargill.com>> wrote:
Hi All ,

I am very only few month old to this world. I have never used remedy before.
I have encountered one error called ARERR 102.

Scenerio :


When I double click on a ticket to go into it, I receive an error.  (ARERR 
(102) Cannot open catalog; Message number = 102.
I click OK
The error appears again.
I click OK
and ticket opens.

I can add a ticket with no issues.


How can I make this error to disappear?


Environment which I am using is : Remedy Version 7.5.00 Patch 004


Please let me know.

Many thanks.

Bhupendra KUMAR
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the Answers Are" and have been for 20 years_
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Re: Form Properties in 8.1 Dev Studio

[Hullule, Kiran]

In 8.1 form properties can be seen Under the 'Definition' Tab at the Bottom 
Left corner of the form where all views starts, like Default View etc.
This change has made to control the form properties and their granularity 
levels effectively. 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Wednesday, June 12, 2013 6:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Form Properties in 8.1 Dev Studio

Jason, you almost gave me a heart attack.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, June 11, 2013 7:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Form Properties in 8.1 Dev Studio

** 
In 8.1 it was decided that form properties were no longer needed.

But I see that Steve just replied and ruined my prank.


On Tue, Jun 11, 2013 at 4:21 PM, Rick Cook  wrote:


** 

I was trying to see the indexes on a Form in 8.1 Dev Studio
against both a 7.6.04 and 8.1 server, but I can't find where the Form
Properties display.  Tried everything I can think of.  Anyone figure out
where they hid it? 

Rick

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Re: Odd 93 timeout behaviour in 8.1.0

[Hullule, Kiran]

Few possibilities:


1)  Server is too busy and all threads Max'ed out

2)  Database too busy in responding ARS request resulting timeout

3)  If you are sure that timeout is always cause on GSI call and this is 
always been the pattern then you need to see whether all GSI call shows timeout 
or only specific day/time of the day

4)  If this is server group environment then you need to make sure you have 
correct Server-Name and Server-Connect-Name values set in ar.cfg

5)  You may try Log Analyzer tool to find out what all 20 longest running 
calls at the time of timeout error

If nothing helps, I would suggest to create a support case with BMC support as 
timeout errors are very broad and needs very deep level investigation.



Best Regards,

Kiran

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ben Chernys
Sent: Monday, June 10, 2013 5:09 PM
To: arslist@ARSLIST.ORG
Subject: Odd 93 timeout behaviour in 8.1.0

**
Hi Folks,

Just another odd behaviour I am noticing and wondering if, firstly, anyone else 
does this, and secondly, if there is any work-around for this.  This behaviour 
is only noticed on 8.1 and not on 8.0 or other versions of ARS though my memory 
gets murkier as time passes.

Environment:

ITSM 8.1 Full suite running on Windows and MS SQL on a separate server.

ARS Version   8.1.00 201301251157
DB Type   SQL -- SQL Server
DB Version  2008 R2 (SP2) - 10.50.4000.0 (X64)
OS  Windows 6.1
2 element server group.  I connect to the admin server.

Issue:

I am getting 93s regularly though intermittently at a single point when the 
server is actually busy.  The oddity is that point.

I initialise by authenticating to the server and then asking for a very few 
pieces of information from that server including its name and version.

I then build a complete list of available, readable info items and get that as 
well (some 350ish).  It is here that I get the timeouts albeit when the server 
is busy.  The call is "ARGetServerInfo".  I obviously select only the readable 
items.

If I get through that, I have generally no further time-outs and processing 
runs at normal speeds.

I now execute the same three calls on another 7.1 server - that is: session 
initiation, a few items in a single getinfo call, all available items in a 
further get info call.  I then process queries, updates, schema and field gets 
across the two servers - all without further ado.

Most if not all the info for this call would be in memory of the arserver,  So 
the oddity is why this call often returns a 93, only on the 8.1 server, and 
only when the server is actually busy, having responded very quickly to the 
same call with only a few items in the request block.

Ben Chernys
Senior Software Architect
[cid:image001.jpg@01CE6607.A44B8520]

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

We are a BMC Technology Alliance Partner.

Check out Software Tool House's free Diary Editor and out Freebies
Section for ITSM 7.6.04 and 8.0.0 Fields spreadsheets.

Meta-Update, our premium ARS Data tool, lets you automate
your imports, migrations, in no time at all, without programming,
without staging forms, without merge workflow.
http://www.softwaretoolhouse.com/


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Re: Users missing links to modules on home page

[Hullule, Kiran]

Do they (problem users) see any error as soon as they load home page , 
something like ARERR 1900?
I would start with checking permissions , if all good then I would start by 
enabling client side arapires logs ( ARAPILOGGING=24) and compare working user 
and non working user logs. We usually do GMEP (Get Multiple Entry Points) call 
as against loading entry points or URL (in other word) . if this call for some 
reason failing for the problem user then you may need to focus there.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas
Sent: Monday, June 10, 2013 3:34 PM
To: arslist@ARSLIST.ORG
Subject: Users missing links to modules on home page

Hello all,

we have some users that are complaining that they cannot access incident 
management, change management and so on when logged on to our ITSM7.6.03 
system. Their accounts are set up normally and they have proper permissions.

When I log in with their accounts from my side (also via web), I can see 
everything. They sent screenshots from their tries and they are only having the 
following options on home page:
- Quick Links
- Services Request Management
- AR System Sample Application

Guest mode was my first guess, but that is disabled on the server.
Any ideas where this comes from?

Cheers,
Thomas

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Re: email engine question

[Hullule, Kiran]

Is there a possibility of running installation of email engine again, it seems 
some supported files are missing.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo
Sent: Friday, May 31, 2013 7:00 PM
To: arslist@ARSLIST.ORG
Subject: email engine question

**
Hello all,

I am in the process of testing the email engine in dev but getting nowhere .. 
this email engine has been off for years so few changes might have been made 
java upgrades, patches etc ... which could have affected it..

I set the email engine in debugging mode but when I start the email.sh script i 
don't see any trace..no connection to the server and no connection to the 
exchange server.

BMC Remedy Email Engine has started
+ exec /usr/ar/common/Sun/jdk/jdk1.6.0_10/bin/java 
-Djava.library.path=/usr/ar/AREmail -Dmail.debug=true -cp 
/usr/ar/AREmail/emaildaemon.jar:/usr/ar/AREmail/.:/usr/ar/AREmail/smtp.jar:/usr/ar/AREmail/commons-configuration-1.3.jar:/usr/ar/AREmail/commons-beanutils.jar:/usr/ar/AREmail/commons-collections-3.2.jar:/usr/ar/AREmail/commons-digester-1.7.jar:/usr/ar/AREmail/commons-lang-2.2.jar:/usr/ar/AREmail/spring.jar:/usr/ar/AREmail/commons-logging-1.1.jar:/usr/ar/AREmail/commons-codec-1.3.jar:/usr/ar/AREmail/log4j-1.2.14.jar:/usr/ar/AREmail/pop3.jar:/usr/ar/AREmail/mail.jar:/usr/ar/AREmail/imap.jar:/usr/ar/AREmail/activation.jar:/usr/ar/AREmail/arutil71.jar:/usr/ar/AREmail/arapi71.jar:/usr/ar/AREmail/arcmn71.jar:/usr/ar/AREmail/arrpc71.jar:/usr/ar/AREmail/oncrpc.jar:/usr/ar/AREmail/mbox.jar:/usr/ar/AREmail/EmailAdminAgent.jar
 com.bmc.arsys.emaildaemon.EmailDaemon -d /usr/ar/AREmail
We are still working with version 7.1 patch009 plannig to upgrade at the end of 
the year but need this to work for a current project I am working on.

I check the log file under logs and see the following:

Exception in thread "main" java.lang.UnsatisfiedLinkError: 
com.bmc.arsys.util.ARUtilEgcp.GCPUtilApp(Ljava/lang/String;)Ljava/lang/String;
at com.bmc.arsys.util.ARUtilEgcp.GCPUtilApp(Native Method)
at 
com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser(EmailUtil.java:435)
at 
com.bmc.arsys.emaildaemon.LoggingModule.setUserInfo(LoggingModule.java:713)
at 
com.bmc.arsys.emaildaemon.EmailDaemon.startLoggingModule(EmailDaemon.java:123)
at com.bmc.arsys.emaildaemon.EmailDaemon.(EmailDaemon.java:93)
at 
com.bmc.arsys.emaildaemon.EmailDaemon.newInstance(EmailDaemon.java:159)
at 
com.bmc.arsys.emaildaemon.EmailDaemon.startMonitor(EmailDaemon.java:876)
at 
com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine(EmailDaemon.java:595)
at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:316)
Any thoughts on this will be very much appreciated.
Many thank in advance
frexpopo.
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Re: ar db check errors

[Hullule, Kiran]

Vikram, you can try attached KB as a reference and dig it down further to 
resolve your problem. I trust this will help you.

Regards,
Kiran

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikram
Sent: Friday, May 31, 2013 11:23 AM
To: arslist@ARSLIST.ORG
Subject: ar db check errors

hi,

We are running into a situation where few servers from the server group goes 
down frequently. When we had a call with BMC they asked us to run the dbcheck 
and we see the below entries in the log.

>  /* Thu May 30 2013 22:12:27.5010 */Loading entry 
> point information into container cache for entry point active link guides
>  /* Thu May 30 2013 22:12:27.5010 */The SQL 
> database operation failed. (ARERR 552) Incorrect syntax near '0x108d'. (SQL 
> Server 102)
>  /* Thu May 30 2013 22:12:27.5010 */WARNING: 
> Invalid references in GetMultipleReferenceListFromDB were not loaded
>  /* Thu May 30 2013 22:12:27.5010 */ERROR : 552, 
> Cannot load entry point info
>  /* Thu May 30 2013 22:12:32.9390 */Loading change 
> diary info for all schemas
>  /* Thu May 30 2013 22:12:32.9700 */WARNING: 
> Non-blocking error occurred in the above operation
>  /* Thu May 30 2013 22:12:33.4080 */Loading 
> reference list from db...verifying/fixing invalid ownership
>  /* Thu May 30 2013 22:12:34.2200 */OK

I would like to know more about the GetMultipleReferenceListFromDB api call 
couldnt find it in any of the api documents.

Can anyone help me with this and/or with the over all issue.

Thanks in advance,
Vikram

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GetMultipleReferenceListFromDB.docx
Description: GetMultipleReferenceListFromDB.docx

Re: Problem in Table in Join Form

[Hullule, Kiran]

If you right click on the middle of the Join form that you created, do you see 
an option -  "Add Fields From "   ?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Heba Hashem, Vodafone Egypt
Sent: Tuesday, May 28, 2013 5:27 PM
To: arslist@ARSLIST.ORG
Subject: Problem in Table in Join Form

**
Dears,

Kindly assist me in the following issue, I created a table in a join form , and 
chosen another regular form as a data source but only the field in the current 
form appear as fields which can be listed in table i.e. the fields from the 
source form are not listed.


Heba Hashem
SYSTEM ANALYST
Customer Management
Vodafone Egypt Telec. SA
Mobile: +20 (10) 07033053
Email: heba.has...@vodafone.com


[cid:image001.gif@01CE5BC9.590CFAA0]

vodafone.com.eg 



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Re: Development server issues - more

[Hullule, Kiran]

Is this server group environment with any one server having Development Cache 
mode set and Server-Group-Signal-Option set to T (true)?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of kanhu mohapatra
Sent: Tuesday, May 28, 2013 1:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Development server issues - more

**
Hello Mark,
Could you please let us know Operating System you are using.
Regards,
Sanjay.

On Wed, Jan 30, 2013 at 3:11 AM, Brittain, Mark 
mailto:mbritt...@navisite.com>> wrote:
**
As a follow up to my earlier posting, I attempted to shutdown the AR Server and 
this is what I got. Never had this happen on 6.3. Any suggestions welcome

Action Request System shutdown in progress.
Action Request System Monitor shutdown failed.
Action Request System Server shutdown failed.
Action Request System Dispatcher shutdown failed.
Java Plugin Server shutdown failed.
Action Request System Assignment engine shutdown failed.
The following processes could not be stopped and may need to be stopped 
manually:

Mark

From: Brittain, Mark
Sent: Tuesday, January 29, 2013 4:22 PM
To: arslist@ARSLIST.ORG
Subject: Development server issues

Hi All,

I am having problems with my development server. Usually runs slow and now I 
cannot log on.  Looking in the arerror.log I can see a series of errors like 
the ones below.  Is this an indication of an AR Server issue, database issue, 
or something else.

Tue Jan 29 16:04:01 2013  CMDB Dispatcher : Required name parameter (or name 
field in a parameter) is empty. ARERR - 102
Tue Jan 29 16:04:14 2013  Dispatch : Timeout during data retrieval due to busy 
server -- retry the operation ()ARERR - 93
Tue Jan 29 16:07:14 2013  Dispatch : Timeout during data retrieval due to busy 
server -- retry the operation ()  ARERR - 93

ARS 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360



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Re: unable to add a field to Result List for HPD:Help Desk

[Hullule, Kiran]

Is this an overlay object?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jithin T.R
Sent: Tuesday, May 07, 2013 5:57 PM
To: arslist@ARSLIST.ORG
Subject: unable to add a field to Result List for HPD:Help Desk

**
Hi All,

We are unable to add a field to Result List for HPD:Help Desk.  fortunately or 
unfortunately Its not throwing any error,  but whenever we add any field to 
result properties its not even changing in Dev Studio itself.

Version ARS 8.1

Thanks & Regards,
Jithu
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Re: AR Patch Upgrade 7.6.04 Patch 4

[Hullule, Kiran]

You can directly upgrade to SP4 from your existing 7604 release. As your 
existing 7604 environment is already overlay aware you don't have to go with 
staging path. Your existing overlay will be untouched during upgrade.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul
Sent: Tuesday, April 30, 2013 6:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR Patch Upgrade 7.6.04 Patch 4

Is it possible to go right from 7.6.04 to SP4?  If so do you recommend doing 
the staging server method (we have overlays in place) and then promoting that, 
or can you just do an upgrade on existing hardware?  We are also in a server 
group in production.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Friday, April 05, 2013 4:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR Patch Upgrade 7.6.04 Patch 4

Hi,
As Joe has mentioned, you need to apply the patch in the correct sequence for a 
Server Group (Admin Server first).  The instructions for these are in the 
7.6.04 Installation Guide (P.g. 148 > Upgrading Servers already in a Server 
Group). 

 
Kind Regards,
 
Carl Wilson
 
http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Simon Ellis
Sent: 05 April 2013 02:59
To: arslist@ARSLIST.ORG
Subject: Re: AR Patch Upgrade 7.6.04 Patch 4

Thanks Joe, much appreciated will let everyone know how it goes...

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, 5 April 2013 2:56 p.m.
To: arslist@ARSLIST.ORG
Subject: Re: AR Patch Upgrade 7.6.04 Patch 4

Haven't tried it on a server group yet, but I don't see why you would need to 
do any of that either. It doesn't alter the database structure so the other 
servers in the server group should still be able to connect when one has been 
patched.

But I don't see why you would leave some servers unpatched. I would do them all 
one after the other..

The only thing I would do (although I do not see the need to) is stop the 
service on the other servers too and declare a maintenance outage..

Joe

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Simon Ellis
Sent: Thursday, April 04, 2013 9:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR Patch Upgrade 7.6.04 Patch 4

No need to worry about anything in a server group? i.e. we don't need to remove 
anything from within a server group, just have them down for the install

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, 5 April 2013 2:42 p.m.
To: arslist@ARSLIST.ORG
Subject: Re: AR Patch Upgrade 7.6.04 Patch 4

Straight forward case of running the installer. SP2 to SP4 has only bug fixes 
and no added features.

I have done this mostly on Windows with no gotchas or anything to report.

Joe


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Simon Ellis
Sent: Thursday, April 04, 2013 9:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR Patch Upgrade 7.6.04 Patch 4

We got delivered from BMC a 7.6.04 environment, we have AR patched to SP2 but 
Atrium is un patched and we want o get everything up to SP4.

We have no base customizations, everything has been overlayed...

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, 5 April 2013 2:03 p.m.
To: arslist@ARSLIST.ORG
Subject: Re: AR Patch Upgrade 7.6.04 Patch 4

 It will help to know what version to what version you'll are trying to move 
from and your current architecture and environment.. Without which it is only 
possible to give you very generalized information.

One advise that will work irrespective of what your architecture and 
environment is, is that you got to give it a whole lot of more memory and 
processing power than your previous version.

I have other than that not run into anything 'major' that's worth talking about 
(considering that everyone these days knows you got to prepare your apps if 
they have been customized, to compare the differences to create an overlay 
layer).

Joe

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul
Sent: Thursday, April 04, 2013 6:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR Patch Upgrade 7.6.04 Patch 4

Also interested in this.

Sent from my iPhone

On Apr 1, 2013, at 4:27 PM, "Simon Ellis"  wrote:

> Hi,
> 
> We're currently starting to put together our first ever pacth upgrade,
Upgrading 7.6.04 to Patch 4.  Was wondering if anyone out there had process 

Re: Encryption Question

[Hullule, Kiran]

>From remedy side there is no way you can encrypt the ARSYSTEM tablespace. You 
>can encrypt  Remedy Client -Server communication by using Performance or 
>premium type encryption (subject to chargeable license :) ) however database 
>side encryption is something that is taken care by database vendors.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops
Sent: Tuesday, April 23, 2013 11:53 PM
To: arslist@ARSLIST.ORG
Subject: Encryption Question

**
Is it possible to encrypt the ARSYSTEM tablespace?

Thanks in Advance

V/R
Abdul




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Re: AD Integration

[Hullule, Kiran]

I would suggest to create BMC Support ticket for this if BMC Remedy Integrating 
Guide is not helping you.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Tuesday, April 23, 2013 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: AD Integration

** Hi Kiran.

Can you please help me how to do the below request.

Regards.
Karthick

On Wednesday, 17 April 2013, Hullule, Kiran wrote:
**
Yes you can achieve this. The Authentication Login Name field (field id 117) on 
the User form interacts with the User Name field in the Login dialog box 
according to the following rules:
If the Authentication Login Name field is present on the User form (this field 
has a value of your LDAP login name) the value contained in this field is used 
for authentication (Refer +VL call in plugin logs) instead of the name entered 
in the User Name field in the Login dialog box.
For backwards compatibility, if the Authentication Login Name field is not 
present on the User form or the value in this field is NULL, then the user is 
authenticated with the information entered in the User Name field in the Login 
dialog box and that authentication will be based on Local remedy authentication.
   To accomplish this you MUST have Cross Reference Blank Password parameter 
set to True (i.e. Blank password in User form for the user).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]
 On Behalf Of Karthick S
Sent: Wednesday, April 17, 2013 12:57 PM
To: 
arslist@ARSLIST.ORG
Subject: Re: AD Integration

** Hi Kiran.



One question for you. In my org. We have existing user profiles if we need to 
authenticate those users without changing their login name. Is there any way to 
achieve it. I seem one of the BMC doc and tried creating login alias name Field 
ID 117. But nothing works.



Regards

Karthick

On Monday, 15 April 2013, Hullule, Kiran wrote:

**

Glad to help.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Monday, April 15, 2013 5:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: AD Integration



**

Hi Kiran,



It works fine and Special thanks for your support and help.



Regards,

Karthick S



On Fri, Apr 12, 2013 at 8:55 PM, Karthick S  wrote:

Hi Kiran.



I ll chk n let u know


On Friday, 12 April 2013, Hullule, Kiran wrote:

**

Karthick,



Please remove these 2 lines from your ar.cfg and restart AR Service to see the 
results:



AREA-Hub-Plugin: my_area_plug-in.dll

Plugin: areahub.dll



Plugin server thinks your arealdap plugin is setup for hub but in real it's not.



Give it a try.



Regards,

Kiran H



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Thursday, April 11, 2013 4:13 AM
To:
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--


Thanks and Regards,
Karthick S

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Re: Error During Data upload in Data Management Tool

[Hullule, Kiran]

Did you happen to try running this using MidTier browser?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of kanhu Mohapatra
Sent: Friday, April 19, 2013 5:50 PM
To: arslist@ARSLIST.ORG
Subject: Error During Data upload in Data Management Tool

Hi All,

I am trying to upload data using Data Management Tool. But I came across the a 
typical error which am not able to find any clue.

I have attache the screenshot which contain the error .  The path information 
is absolute correct but still encountered the error.

Any help would be appreciated.

Thanks in advance for all your suggestion.

Regards,
Sanjay

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Re: Time Out In Email Engine

[Hullule, Kiran]

It's a same for general version of remedy email engine. So defect is still 
applicable.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of kanhu mohapatra
Sent: Friday, April 19, 2013 2:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Time Out In Email Engine

**
Hello Kiran,

Apologies for interruption. But the defect  #SW00425800 is on RemedyOnDemand. 
Is it same for AR System ?. Could you please give any clue so that this can be 
debug in AR System.

Regards,
Sanjay

On Fri, Apr 19, 2013 at 1:48 PM, kanhu mohapatra 
mailto:kanhu.san...@gmail.com>> wrote:
Hi Kiran,

Thanks for your valuable post. This seems to be a defect #SW00425800 and get 
fixed in 7604 SP4

Thanks and Regards,
Sanjay.

On Thu, Apr 18, 2013 at 7:04 PM, Andy Wilkerson 
mailto:andy.wilker...@nara.gov>> wrote:
**
Was e-mail ever working?
Andy

Team Capstone
NITTSS - Remedy Administration
National Archives & Records Administration (NARA)
Archives II
Office: 301-837-0481
NITTSS Help Desk - 301-837-2020

On Thu, Apr 18, 2013 at 5:48 AM, kanhu mohapatra 
mailto:kanhu.san...@gmail.com>> wrote:
**
Hello Kiran,

Thanks for your valuable suggestion...

Well, I am not aware weather this a email bug or not. And this happened to our 
production server . The most interesting point is once the this error in 
occurred in particular mail, it stops processing other mails as well. And the 
status of the mail is set to yes in email message form and not changing to 
"error" or "sent".
Also replacing existing emailDaemon.jar and emailagent.jar files with 7604 sp4 
emailDaemon.jar and emailagent.jar files might lead to any potential risk as we 
are not aware of consequence of these changes and can not apply over production 
server.
Regards,
Sanjay

On Thu, Apr 18, 2013 at 2:59 PM, Hullule, Kiran 
mailto:kiran_hull...@bmc.com>> wrote:
Possibly email engine side bug, please try to apply 7604 sp4 emailDaemon.jar 
and emailagent.jar files

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of SUBSCRIBE 
arslist Sonia
Sent: Thursday, April 18, 2013 2:02 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Time Out In Email Engine

Hello All,

Recently we are observing these errors in the "stderr.log" and email engine 
error log form.

We checked the emaildaemon.properties file for any TimeOut settings. There were 
none.

Is it related to ARSystem or Exchange Server?

==
Apr 17, 2013 7:30:03 PM com.sun.mail.smtp.SMTPTransport readServerResponse
SEVERE: Exception reading response
javax.mail.MessagingException: Exception reading response;
  nested exception is:
java.net.SocketTimeoutException: Read timed out


Additionally, we do not want to add the parameter 
"com.bmc.arsys.emaildaemon.SMTPTimeout" in the "emaildaemon.properties" file.

Windows 2008
SQL Server 2008
ARS/Email 7.6.04 sp2
ITSM 7.604 Sp2
CMDB 7.6.04

Please let us know where/what other aspects to look out for.

Thank You,
Sonia

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


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Re: Time Out In Email Engine

[Hullule, Kiran]

These 2 email engine defects have been reported:
SW00425800 BMC Remedy Email Engine stopped responding because it was running 
more SMTP connections
than the number of sender threads. Sender thread hangs.

SW00409081 After sending an email message from the Email Messages form, if you 
again sent an email
message, the message was not sent, but the following error message appeared: 
"421
.ucl.ac.uk: SMTP command timeout - closing connection.


They are fixed in 7604 sp4 email engine. Choice is yours :)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of kanhu mohapatra
Sent: Thursday, April 18, 2013 3:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Time Out In Email Engine

**
Hello Kiran,

Thanks for your valuable suggestion...

Well, I am not aware weather this a email bug or not. And this happened to our 
production server . The most interesting point is once the this error in 
occurred in particular mail, it stops processing other mails as well. And the 
status of the mail is set to yes in email message form and not changing to 
"error" or "sent".
Also replacing existing emailDaemon.jar and emailagent.jar files with 7604 sp4 
emailDaemon.jar and emailagent.jar files might lead to any potential risk as we 
are not aware of consequence of these changes and can not apply over production 
server.
Regards,
Sanjay

On Thu, Apr 18, 2013 at 2:59 PM, Hullule, Kiran 
mailto:kiran_hull...@bmc.com>> wrote:
Possibly email engine side bug, please try to apply 7604 sp4 emailDaemon.jar 
and emailagent.jar files

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of SUBSCRIBE 
arslist Sonia
Sent: Thursday, April 18, 2013 2:02 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Time Out In Email Engine

Hello All,

Recently we are observing these errors in the "stderr.log" and email engine 
error log form.

We checked the emaildaemon.properties file for any TimeOut settings. There were 
none.

Is it related to ARSystem or Exchange Server?

==
Apr 17, 2013 7:30:03 PM com.sun.mail.smtp.SMTPTransport readServerResponse
SEVERE: Exception reading response
javax.mail.MessagingException: Exception reading response;
  nested exception is:
java.net.SocketTimeoutException: Read timed out


Additionally, we do not want to add the parameter 
"com.bmc.arsys.emaildaemon.SMTPTimeout" in the "emaildaemon.properties" file.

Windows 2008
SQL Server 2008
ARS/Email 7.6.04 sp2
ITSM 7.604 Sp2
CMDB 7.6.04

Please let us know where/what other aspects to look out for.

Thank You,
Sonia

___
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Re: Time Out In Email Engine

[Hullule, Kiran]

Possibly email engine side bug, please try to apply 7604 sp4 emailDaemon.jar 
and emailagent.jar files 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE arslist Sonia
Sent: Thursday, April 18, 2013 2:02 PM
To: arslist@ARSLIST.ORG
Subject: Time Out In Email Engine

Hello All,

Recently we are observing these errors in the "stderr.log" and email engine 
error log form.

We checked the emaildaemon.properties file for any TimeOut settings. There were 
none.

Is it related to ARSystem or Exchange Server?

==
Apr 17, 2013 7:30:03 PM com.sun.mail.smtp.SMTPTransport readServerResponse
SEVERE: Exception reading response 
javax.mail.MessagingException: Exception reading response;
  nested exception is:
java.net.SocketTimeoutException: Read timed out


Additionally, we do not want to add the parameter 
"com.bmc.arsys.emaildaemon.SMTPTimeout" in the "emaildaemon.properties" file.

Windows 2008
SQL Server 2008
ARS/Email 7.6.04 sp2
ITSM 7.604 Sp2
CMDB 7.6.04

Please let us know where/what other aspects to look out for.

Thank You,
Sonia

___
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"Where the Answers Are, and have been for 20 years"

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Re: AD Integration

[Hullule, Kiran]

Yes you can achieve this. The Authentication Login Name field (field id 117) on 
the User form interacts with the User Name field in the Login dialog box 
according to the following rules:
If the Authentication Login Name field is present on the User form (this field 
has a value of your LDAP login name) the value contained in this field is used 
for authentication (Refer +VL call in plugin logs) instead of the name entered 
in the User Name field in the Login dialog box.
For backwards compatibility, if the Authentication Login Name field is not 
present on the User form or the value in this field is NULL, then the user is 
authenticated with the information entered in the User Name field in the Login 
dialog box and that authentication will be based on Local remedy authentication.
   To accomplish this you MUST have Cross Reference Blank Password parameter 
set to True (i.e. Blank password in User form for the user).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Wednesday, April 17, 2013 12:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: AD Integration

** Hi Kiran.

One question for you. In my org. We have existing user profiles if we need to 
authenticate those users without changing their login name. Is there any way to 
achieve it. I seem one of the BMC doc and tried creating login alias name Field 
ID 117. But nothing works.

Regards
Karthick

On Monday, 15 April 2013, Hullule, Kiran wrote:
**
Glad to help.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]
 On Behalf Of Karthick S
Sent: Monday, April 15, 2013 5:42 PM
To: 
arslist@ARSLIST.ORG
Subject: Re: AD Integration



**

Hi Kiran,



It works fine and Special thanks for your support and help.



Regards,

Karthick S



On Fri, Apr 12, 2013 at 8:55 PM, Karthick S  wrote:

Hi Kiran.



I ll chk n let u know


On Friday, 12 April 2013, Hullule, Kiran wrote:

**

Karthick,



Please remove these 2 lines from your ar.cfg and restart AR Service to see the 
results:



AREA-Hub-Plugin: my_area_plug-in.dll

Plugin: areahub.dll



Plugin server thinks your arealdap plugin is setup for hub but in real it's not.



Give it a try.



Regards,

Kiran H



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Thursday, April 11, 2013 4:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: AD Integration



**

Karthick,



Is the AR server able to access the LDAP server? Use the ldap.exe from the AR 
Server and see if it works on that.



Does the bind user have any double byte characters for a password? There used 
to be (and I think there still is) an issue with the AR Server not able to 
authenticate users that have double byte characters for a password.


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


--


Thanks and Regards,
Karthick S

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

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Re: AD Integration

[Hullule, Kiran]

Glad to help.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Monday, April 15, 2013 5:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: AD Integration

**
Hi Kiran,

It works fine and Special thanks for your support and help.

Regards,
Karthick S

On Fri, Apr 12, 2013 at 8:55 PM, Karthick S 
mailto:karthick...@gmail.com>> wrote:
Hi Kiran.

I ll chk n let u know


On Friday, 12 April 2013, Hullule, Kiran wrote:
**
Karthick,

Please remove these 2 lines from your ar.cfg and restart AR Service to see the 
results:

AREA-Hub-Plugin: my_area_plug-in.dll
Plugin: areahub.dll

Plugin server thinks your arealdap plugin is setup for hub but in real it's not.

Give it a try.

Regards,
Kiran H

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Thursday, April 11, 2013 4:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: AD Integration



**

Karthick,



Is the AR server able to access the LDAP server? Use the ldap.exe from the AR 
Server and see if it works on that.



Does the bind user have any double byte characters for a password? There used 
to be (and I think there still is) an issue with the AR Server not able to 
authenticate users that have double byte characters for a password.



These are the two things that I can think of from the top of my head with the 
absence of detailed errors in the arjavaplugin log.



Joe





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Wednesday, April 10, 2013 9:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: AD Integration



**

Plugin Log:



 /* Wed Apr 10 2013 15:07:56.9240 */-GE  
OK

 /* Wed Apr 10 2013 15:07:56.9390 */+CTARDBCCommitTransaction
   -- vendor REMEDY.ARDBC.SERVER.ADMINISTRATION

 /* Wed Apr 10 2013 15:07:56.9390 */-CT  
OK

 /* Wed Apr 10 2013 15:08:18.7050 */+VLAREAVerifyLoginCallback   
   -- user sundararajan

 /* Wed Apr 10 2013 15:08:18.7050 */-VL
FAIL

 /* Wed Apr 10 2013 15:08:29.8460 */+VLAREAVerifyLoginCallback   
   -- user ali\sundararajan

 /* Wed Apr 10 2013 15:08:29.8460 */-VL
FAIL

 /* Wed Apr 10 2013 15:08:45.9870 */+VLAREAVerifyLoginCallback   
   -- user Sundararajan@ali.local

 /* Wed Apr 10 2013 15:08:45.9870 */-VL
FAIL

 /* Wed Apr 10 2013 15:08:51.7840 */+VLAREAVerifyLoginCallback   
   -- user Sundararajan@ali.local

 /* Wed Apr 10 2013 15:08:51.7840 */-VL
FAIL

 

Re: Upgrade from ARS7.5 to ARS 8.1

[Hullule, Kiran]

Please refer 7604 Upgrade Procedure Guide, this talks about upgrade procedures 
from non overlay aware environment to overlay environment. Also pay attention 
to this topic:   Chapter 6 Best Practice Conversion Utility
This will take care of your custom codes and you don’t have to worry about your 
customization during an upgrade.

Note: Have a backup in place before you start your upgrade.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikrant
Sent: Monday, April 15, 2013 5:15 PM
To: arslist@ARSLIST.ORG
Subject: Upgrade from ARS7.5 to ARS 8.1

hi All,

We have one situation that we ran ourself into. We have production environment 
on ARS 7.5 P4 + ITSM 7.6 P1. In the process to come up with an upgrade process 
to ARS and ITSM 8.1 we want to try the upgrade on one of the AR Servers 
avaliable to us which is ARS 7604 SP 2 + ITSM 7.6 server. (First of all how 
does this work overlays)

Our idea was to move all the custom code and integerations to the new test 
server which runs the 7604 SP2 along with ITSM 7.6 and then upgrade it to 8.1 
stack. But here is my problem how do I move my customizations from ARS 7.5 P4 
environment to ARS 7604 enviornemt before we try to upgrade. This in respect of 
creation of overlays at the test server.

One solution that I can see is to downgrade the new test server to ARS 7.5 P4 + 
ITSM 7.6 just as our current production server and move the customization 
before we run the upgrade to ARS 8.1. Is ther any way we can avoid the 
downgrade? and is downgrade possible from an overlay friendly server to a 
overlay unaware server?

Thanks,
Vikrant 

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Re: 8.1 ITSM Installation failed

[Hullule, Kiran]

I think , Installer is trying to get the application version details from 
SHARE: Application_Properties form, please check if you have following 
application id in application properties form.  


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Prashant Gupta
Sent: Friday, April 12, 2013 10:02 PM
To: arslist@ARSLIST.ORG
Subject: 8.1 ITSM Installation failed

Hi every 1,

I am facing the issue in 8.1 ITSM installation.If any 1 know the solution to 
rectify the below mentioned problem then please let me know about the same.
 
ITSM INSTALL LOG:

LOG EVENT {Description=[Failed to query parameters from server. RIK return 
code=[10] 
result=[null]],Detail=[C:\Users\ADMINI~1\AppData\Local\Temp\Utilities\rik\rik.exe
 appinfo -o get -f KM00C04FA081BAkzXdRAKRHW5AtFIB -i Version -s active -x 
10.20.140.73 -t 0 -u Pra -p *** -l C:\Users\ADMINI~1\AppData\Local\Temp\ -n 
ARBaseRIKUsage -L

ARBaseRIKUsageError.log:
reportResult- Returning en;
[Fri Apr 12 14:23:54.044] RikMain- Returning 0 for RIK subcommand appinfo

[Fri Apr 12 14:23:54.994] reportResult- Returning 
[Fri Apr 12 14:23:55.001] RikMain- Returning 10 for RIK subcommand appinfo

[Fri Apr 12 14:24:14.269] RikMain- Returning 0 for RIK subcommand getsvrinfo

[Fri Apr 12 14:24:15.657] RikMain- Returning 0 for RIK subcommand setsvrinfo

[Fri Apr 12 14:24:17.934] RikMain- Returning 0 for RIK subcommand setsvrinfo

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Re: AD Integration

[Hullule, Kiran]

Karthick,

Please remove these 2 lines from your ar.cfg and restart AR Service to see the 
results:

AREA-Hub-Plugin: my_area_plug-in.dll
Plugin: areahub.dll

Plugin server thinks your arealdap plugin is setup for hub but in real it's not.

Give it a try.

Regards,
Kiran H

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Thursday, April 11, 2013 4:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: AD Integration

**

Karthick,



Is the AR server able to access the LDAP server? Use the ldap.exe from the AR 
Server and see if it works on that.



Does the bind user have any double byte characters for a password? There used 
to be (and I think there still is) an issue with the AR Server not able to 
authenticate users that have double byte characters for a password.



These are the two things that I can think of from the top of my head with the 
absence of detailed errors in the arjavaplugin log.



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Wednesday, April 10, 2013 9:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: AD Integration

**
Plugin Log:

 /* Wed Apr 10 2013 15:07:56.9240 */-GE  
OK
 /* Wed Apr 10 2013 15:07:56.9390 */+CTARDBCCommitTransaction
   -- vendor REMEDY.ARDBC.SERVER.ADMINISTRATION
 /* Wed Apr 10 2013 15:07:56.9390 */-CT  
OK
 /* Wed Apr 10 2013 15:08:18.7050 */+VLAREAVerifyLoginCallback   
   -- user sundararajan
 /* Wed Apr 10 2013 15:08:18.7050 */-VL
FAIL
 /* Wed Apr 10 2013 15:08:29.8460 */+VLAREAVerifyLoginCallback   
   -- user ali\sundararajan
 /* Wed Apr 10 2013 15:08:29.8460 */-VL
FAIL
 /* Wed Apr 10 2013 15:08:45.9870 */+VLAREAVerifyLoginCallback   
   -- user Sundararajan@ali.local
 /* Wed Apr 10 2013 15:08:45.9870 */-VL
FAIL
 /* Wed Apr 10 2013 15:08:51.7840 */+VLAREAVerifyLoginCallback   
   -- user Sundararajan@ali.local
 /* Wed Apr 10 2013 15:08:51.7840 */-VL
FAIL
 /* Wed Apr 10 2013 15:09:18.5340 */+GLEWF ARDBCGetListEntryWithFields   
   -- vendor REMEDY.ARDBC.SERVER.ADMINISTRATION table Server Info Form

I have Give the RPC Program number correct and even checked the cross reference 
blank password, but still nothing happening.

On Wed, Apr 10, 2013 at 11:45 PM, Hullule, Kiran 
mailto:kiran_hull...@bmc.com>> wrote:
**
What does your arplugin log shows for +VL (VerifyLoginCallBack) call, invalid 
credential?  Found user but password bad?  Invalid bind user? Invalid bind 
password?  User not found?   I am sure you will see something useful.
Make sure you have 390695 set under EA tab for external authentication rpc 
socket also cross reference blank password is checked .

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Karthick S
Sent: Wednesday, April 10, 2013 7:12 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: AD Integration

**
Hi All,

I have configured AREA LDAP and i have verified the LDAP connection through 
ldap.exe, the connection was established.

After configured the AREA form, I have updated the EA tab in Server 
information, still i am unable to achieve AD integration. Please help me on 
this.

--


Thanks and Regards,
Karthick S
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: AD Integration

[Hullule, Kiran]

If you can share ar.cfg that will help.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Wednesday, April 10, 2013 8:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: AD Integration

**
Hi,
Is the user you have configured in the AREA forms setup for a "Simple Bind" in 
AD?

The LDP.exe tool can login using different authentication methods but ARS 
expects a Simple Bind user to be provided and used.
This user must also be specified in the AREA configuration as a fully qualified 
distignuishedName (including CN, OU, etc).

Check with your AD team to ensure that the credentials supplied are for a 
Simple Bind user configuration.



Kind Regards,

Carl Wilson

http://www.missingpiecessoftware.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: 10 April 2013 15:19
To: arslist@ARSLIST.ORG
Subject: Re: AD Integration

** I did that too and got those clear error logs.

On Wednesday, 10 April 2013, Hullule, Kiran wrote:
**
Please can you set Plugin-Log-Level to "ALL" from server admin console and then 
reproduce the error,get the logs

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]
 On Behalf Of Karthick S
Sent: Wednesday, April 10, 2013 7:19 PM
To: 
arslist@ARSLIST.ORG
Subject: Re: AD Integration

**

Plugin Log:



 /* Wed Apr 10 2013 15:07:56.9240 */-GE  
OK

 /* Wed Apr 10 2013 15:07:56.9390 */+CTARDBCCommitTransaction
   -- vendor REMEDY.ARDBC.SERVER.ADMINISTRATION

 /* Wed Apr 10 2013 15:07:56.9390 */-CT  
OK

 /* Wed Apr 10 2013 15:08:18.7050 */+VLAREAVerifyLoginCallback   
   -- user sundararajan

 /* Wed Apr 10 2013 15:08:18.7050 */-VL
FAIL

 /* Wed Apr 10 2013 15:08:29.8460 */+VLAREAVerifyLoginCallback   
   -- user ali\sundararajan

 /* Wed Apr 10 2013 15:08:29.8460 */-VL
FAIL

 /* Wed Apr 10 2013 15:08:45.9870 */+VLAREAVerifyLoginCallback   
   -- user Sundararajan@ali.local

 /* Wed Apr 10 2013 15:08:45.9870 */-VL
FAIL

 /* Wed Apr 10 2013 15:08:51.7840 */+VLAREAVerifyLoginCallback   
   -- user Sundararajan@ali.local

 /* Wed Apr 10 2013 15:08:51.7840 */-VL
FAIL

 /* Wed Apr 10 2013 15:09:18.5340 */+GLEWF ARDBCGetListEntryWithFields   
   -- vendor REMEDY.ARDBC.SERVER.ADMINISTRATION table Server Info Form



I have Give the RPC Program number correct and even checked the cross reference 
blank password, but still nothing happening.



On Wed, Apr 10, 2013 at 11:45 PM, Hullule, Kiran  wrote:

**

What does your arplugin log shows for +VL (VerifyLoginCallBack) call, invalid 
credential?  Found user but password bad?  Invalid bind user? Invalid bind 
password?  User not found?   I am sure you will see something useful.

Make sure you have 390695 set under EA tab for external authentication rpc 
socket also cross reference blank password is checked .



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Wednesday, April 10, 2013 7:12 PM
T
_ARSlist: "Where the Answers Are" and have been for 20 years_


--


Thanks and Regards,
Karthick S

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

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Re: AD Integration

[Hullule, Kiran]

Please can you set Plugin-Log-Level to "ALL" from server admin console and then 
reproduce the error,get the logs

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Wednesday, April 10, 2013 7:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: AD Integration

**
Plugin Log:

 /* Wed Apr 10 2013 15:07:56.9240 */-GE  
OK
 /* Wed Apr 10 2013 15:07:56.9390 */+CTARDBCCommitTransaction
   -- vendor REMEDY.ARDBC.SERVER.ADMINISTRATION
 /* Wed Apr 10 2013 15:07:56.9390 */-CT  
OK
 /* Wed Apr 10 2013 15:08:18.7050 */+VLAREAVerifyLoginCallback   
   -- user sundararajan
 /* Wed Apr 10 2013 15:08:18.7050 */-VL
FAIL
 /* Wed Apr 10 2013 15:08:29.8460 */+VLAREAVerifyLoginCallback   
   -- user ali\sundararajan
 /* Wed Apr 10 2013 15:08:29.8460 */-VL
FAIL
 /* Wed Apr 10 2013 15:08:45.9870 */+VLAREAVerifyLoginCallback   
   -- user Sundararajan@ali.local
 /* Wed Apr 10 2013 15:08:45.9870 */-VL
FAIL
 /* Wed Apr 10 2013 15:08:51.7840 */+VLAREAVerifyLoginCallback   
   -- user Sundararajan@ali.local
 /* Wed Apr 10 2013 15:08:51.7840 */-VL
FAIL
 /* Wed Apr 10 2013 15:09:18.5340 */+GLEWF ARDBCGetListEntryWithFields   
   -- vendor REMEDY.ARDBC.SERVER.ADMINISTRATION table Server Info Form

I have Give the RPC Program number correct and even checked the cross reference 
blank password, but still nothing happening.

On Wed, Apr 10, 2013 at 11:45 PM, Hullule, Kiran 
mailto:kiran_hull...@bmc.com>> wrote:
**
What does your arplugin log shows for +VL (VerifyLoginCallBack) call, invalid 
credential?  Found user but password bad?  Invalid bind user? Invalid bind 
password?  User not found?   I am sure you will see something useful.
Make sure you have 390695 set under EA tab for external authentication rpc 
socket also cross reference blank password is checked .

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Karthick S
Sent: Wednesday, April 10, 2013 7:12 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: AD Integration

**
Hi All,

I have configured AREA LDAP and i have verified the LDAP connection through 
ldap.exe, the connection was established.

After configured the AREA form, I have updated the EA tab in Server 
information, still i am unable to achieve AD integration. Please help me on 
this.

--


Thanks and Regards,
Karthick S
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_



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Karthick S
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Re: AD Integration

[Hullule, Kiran]

What does your arplugin log shows for +VL (VerifyLoginCallBack) call, invalid 
credential?  Found user but password bad?  Invalid bind user? Invalid bind 
password?  User not found?   I am sure you will see something useful.
Make sure you have 390695 set under EA tab for external authentication rpc 
socket also cross reference blank password is checked .

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Wednesday, April 10, 2013 7:12 PM
To: arslist@ARSLIST.ORG
Subject: AD Integration

**
Hi All,

I have configured AREA LDAP and i have verified the LDAP connection through 
ldap.exe, the connection was established.

After configured the AREA form, I have updated the EA tab in Server 
information, still i am unable to achieve AD integration. Please help me on 
this.

--


Thanks and Regards,
Karthick S
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Values in the Column didn't appear

[Hullule, Kiran]

Your question is not clear, would you please explain little further.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Heba Hashem, Vodafone Egypt
Sent: Wednesday, April 10, 2013 2:10 PM
To: arslist@ARSLIST.ORG
Subject: Values in the Column didn't appear

**
Dears,

Please I need support as there is tables in customized form view another form. 
In specific column its vales didn't appear although there is a value in this 
field in the form.
BMC Remedy 7.6.04


Heba Hashem
SYSTEM ANALYST
Customer Management
Vodafone Egypt Telec. SA
Mobile: +20 (10) 07033053
Email: heba.has...@vodafone.com


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Re: Issues in DSO 7.6.04 SP2 Linux->Windows

[Hullule, Kiran]

You mentioned you need to specify IP address to make it to work. With server 
name alias it does not work, this is certainly a server name resolution problem 
in your network.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt
Sent: Tuesday, April 09, 2013 4:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issues in DSO 7.6.04 SP2 Linux->Windows

**
Kiran,

That is already in place. I had put entries of each other in appropriate hosts 
file on both Windows and Linux.There are no firewalls running on both servers 
as well.

~ Nathan

On Tue, Apr 9, 2013 at 1:51 PM, Hullule, Kiran 
mailto:kiran_hull...@bmc.com>> wrote:
**
Try configuring IP to Windows AR server Name resolution in /etc/hosts on Linux 
box  and
  IP to Linux AR server Name resolution in 
drivers/etc/hosts on windows box

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Nathan 
Brandt
Sent: Tuesday, April 09, 2013 10:43 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Issues in DSO 7.6.04 SP2 Linux->Windows

**
We are trying to setup DSO between 2 AR servers.
One is on RHEL 5.3, 7.6.04 SP2 and other is on Win 2k 8, 7.6.04 SP2

We enabled DSO on both the servers. Machines are in same network and accessible 
from one another using machine name (same as AR Server name).

After making all configuration changes, we observe following

1. From Developer Studio, if we connect to Windows ARS, we are able to connect 
to
Linux Server in one of the distributed mappings. Even here, there is small 
glitch, we   need to specify IP address of Linux machine. It doesn't work with 
AR Server Name of Linux machine.

2. But from Developer Studio, if we connect to Linux ARS, no matter what we put 
we are not able to establish connection to Windows ARS server.

When configuring DSO on both, we have used machine names (same as AR Server 
Alias Name) (and not FQDN) of the remote AR Server.

Any clues what might be going wrong?

~ Nathan

_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Issues in DSO 7.6.04 SP2 Linux->Windows

[Hullule, Kiran]

Try configuring IP to Windows AR server Name resolution in /etc/hosts on Linux 
box  and
  IP to Linux AR server Name resolution in 
drivers/etc/hosts on windows box

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt
Sent: Tuesday, April 09, 2013 10:43 AM
To: arslist@ARSLIST.ORG
Subject: Issues in DSO 7.6.04 SP2 Linux->Windows

**
We are trying to setup DSO between 2 AR servers.
One is on RHEL 5.3, 7.6.04 SP2 and other is on Win 2k 8, 7.6.04 SP2

We enabled DSO on both the servers. Machines are in same network and accessible 
from one another using machine name (same as AR Server name).

After making all configuration changes, we observe following

1. From Developer Studio, if we connect to Windows ARS, we are able to connect 
to
Linux Server in one of the distributed mappings. Even here, there is small 
glitch, we   need to specify IP address of Linux machine. It doesn't work with 
AR Server Name of Linux machine.

2. But from Developer Studio, if we connect to Linux ARS, no matter what we put 
we are not able to establish connection to Windows ARS server.

When configuring DSO on both, we have used machine names (same as AR Server 
Alias Name) (and not FQDN) of the remote AR Server.

Any clues what might be going wrong?

~ Nathan

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Re: Can't create unique index in 8.1 on overlay forms?

[Hullule, Kiran]

Hi Joe,

As far as I know, that is not possible, as soon as you create an overlay of any 
base object (oob object) the overlayProp columnsets its value in database as: 
->  2
  
See below for more details.
  overlayProp column
 AR ORIGINAL OBJECT  0 un-touched or out of the box 
object
 AR OVERLAID OBJECT  1 base object which is overlaid
  
 AR OVERLAY OBJECT   2 overlay object   
   
 AR CUSTOM OBJECT4 object created through custom 
mode client


Once server identifies that base object has an Overlay created then server will 
respond to the client queries (APIs) as against overlay object and Overlay 
object will be user (client) facing. You cannot enforce base layer to clients 
when its overlay object is already in place.

HTH.

Regards,
Kiran


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Tuesday, April 09, 2013 8:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Can't create unique index in 8.1 on overlay forms?

If that's the case, from the AR System client perspective, how do I connect
to the base layer if I did not want to connect to the overlay layer?

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chuck Mousseau
Sent: Monday, April 08, 2013 8:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Can't create unique index in 8.1 on overlay forms?

Hey Folks,

The inability to create unique indexes on a form overlay is not a bug; it's
intentional.

The reason is that it affects operations at the origin layer as well as at
the overlay layer.

Records for a form and its overlay are stored in the same database tables.
That means indexes created for either affect data operations for both.

If a unique index were created in the overlay layer, it would still be
enforced on records created or modified through the origin layer, so the
behavior of the origin layer would be changed.

If the index is on a custom field, then it becomes impossible to create
records at the origin layer.  If the index is on an origin field or on an
overlaid field, it can still prevent operations that were previously legal
at the origin layer.

Among other things this could cause upgrades to fail by preventing them from
updating data.

Unique indexes can be created on custom forms, because changes to custom
forms do not affect the origin layer -- those forms are not visible there
and no data operations can be performed on them at that layer.

One workaround that has been suggested is to go to Base Development mode in
Developer Studio and then to add the unique index to the origin form.  Doing
that can prevent upgrades from succeeding.  It also doesn't guarantee that
the change will be persisted across an upgrade if the upgrade should
succeed, because the change is not captured in an overlay.

If we want to ensure that a field's contents on an overlaid form are unique
in the overlay layer, the best way to accomplish that is to create a custom
filter that returns an error when duplicate data is written.

The filter will not affect operations performed at the origin layer, but it
will protect data written at the overlay layer.

Hope this helps,
-Chuck

  


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Re: Replicating ARS Installation on Linux

[Hullule, Kiran]

In addition to the following info, there are also hardcode server name 
references in remedy workflow objects (those are currently in your database) 
you would also need to take care of them as well.
Better option would be:

Export ARsystem tablespace with expdp or whatever you think is better.
Restore that on proposed remedy database server
Run remedy installer pointing towards the newly restored database server
Install rest of the application components one by one.
Whenever and wherever require remedy application installer will just lay down 
the libraries and binaries instead of touching the actual database objects, 
however this does not mean it won't remove the hardcode references , installer 
will take care of that as well.

This can be good approach in my opinion.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Friday, April 05, 2013 4:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Replicating ARS Installation on Linux

**
Hi :)

I'm not sure it'll be that easy.

You also have a "/etc/arsystem/servername/" folder with "armonitor.conf" file 
for example.
Then when you install ARS there are some manual steps to be applied if you 
don't install on root, for example some files to be copied, declaring RPC ports 
in "/etc/rpc/", check the "installation guides" for a complete list.
You also have a lot of places where the server name is written, in files like 
ar.conf, all the "pluginsrv_config.xml" files, but also in database and some 
forms (attached files, reports...).

If you just copy the files like this I doubt you'll be able to just start ARS.

As for tomcat I would go for a clean mid-tier installation, should take minutes.

On 05 Apr, 2013,at 11:36 AM, Nathan Brandt  wrote:
**
Hello,

I installed ARS 7.6.04 on a RHEL 5.3 on top of Oracle.
Tomcat was installed at /opt/apache and ARS (with all the applications) was 
installed at /opt/bmc. I want to replicate this setup on a different machine. 
Just wanted to know if following would work

1. Using expdp take dump of ARADMIN schema on existing machine
2. tar zip /opt/bmc and /opt/apache folders on existing machine
3. Install Oracle on another machine say machine2
4. Using impdp restore ARADMIN schema on machine2
5. restore folders /opt/bmc and /opt/apache on machine2
6. Change ar.conf file to point to correct database
7. Change license key

Has anyone tried this approach?

~ Nathan
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Re: An unexpected fork in the road...

[Hullule, Kiran]

Dear David,

You will be missed.  What a great person you are. Glad I had an opportunity to 
work with you.

Regards,
Kiran H

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Friday, April 05, 2013 6:55 AM
To: arslist@ARSLIST.ORG
Subject: OT: An unexpected fork in the road...

**

Hi All,



  I watched the movie "Moneyball" a few nights ago.  Billy Beane (general 
manager for the Oakland A's) had advice for delivering bad news - just give it 
to 'em straight.  So here goes.



  As of April 5th, I'm no longer an employee of BMC Software, Inc.



  While my disclaimer has always stated that my participation in this group 
wasn't an official function for BMC, obviously this turn of events puts a 
significant kink in my continued involvement in the ARSList. :-)  Note that 
this is in no way a result of the April Fool's posting that I sent out... lest 
someone jump to an errant conclusion.   I won't be able to discuss any details 
of the situation, but you guys deserved to hear the news straight from the 
horse's a er... mouth.



  This has been an amazing 7 years of my career and all of you are the reason 
for that.  This is the most vibrant, animated and supportive group I've ever 
had the pleasure to be a part of.  I've met many of you in person, talked with 
even more in virtual space, but I feel like a part of a family with all of you. 
 I will truly miss the opportunity to represent the brand and products that you 
channel so much passion and positive energy towards.



   This E-mail address (david_eas...@bmc.com) will 
cease functioning, but I've created a new E-mail address 
(david_easter...@yahoo.com) and subscribed to 
the list as a "private citizen".  I'll continue to contribute what I can - just 
from a different vantage point.  So this isn't goodbye - just a change in the 
weather...



-David J. Easter
(Previously) Manager of Product Management, AR System

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.
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