Re: Load Balancing and Session Timeouts

[JD Hood]

If you are referencing the "Connection Settings" in the mid tier
config, yes we have tried that (and it remains configured), but it did not
help and the issue persists.

The "Connection Lifespan" is set to 60 minutes and the "Connection Timeout"
is 0 (which is infinite, correct?). Tomcat and Netscaler both are
configured for 65 minute sessions.

Question to all -- if the "Connection Settings" in the mid tier are
configured, should we remove any session persistence settings form the
Netscaler?

Thanks,
-JDHood




On Tue, Mar 5, 2019 at 10:54 AM LJ LongWing  wrote:

> JD,
> If you are on 9.x, you can configure Session Sharing (clustering) in your
> Mid-Tier containers, and then you wouldn't need sticky bits (persistence)
>
> On Tue, Mar 5, 2019 at 8:49 AM JD Hood  wrote:
>
>> All,
>>
>> We have a simple load balancing arrangement between a Netscaler and two
>> SSL Mid tiers (v18.08).
>>
>> End users are sporadically encountering session timeout errors when they
>> would not be expected. Sometimes within a few minutes of connecting and in
>> the midst of creating a new incident, they will get a session timeout error
>> (arerr 9201) and they will have to refresh the page and re-authenticate.
>>
>> I've found the following BMC Support KB and shared it with the team:
>>
>> https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA21400d7ZtCAI
>>
>> Our netscaler resource advises that the cookie-based persistence option
>> is not available when he is configuring load-balancing. I believe he is
>> configuring persistence as IP based. Other than that, we can't identify any
>> non-recommended configuration issues.
>>
>> I suspect that the cookie-based load balancer configuration is
>> significant, but not being a LB expert, it's outside of my skillset and my
>> most convincing argument at the moment is, "...because BMC Support
>> recommends it..."
>>
>> Does anyone have any experience with a basic, simple Netscaler
>> configuration to balance two SSL Mid tiers based on least number of
>> connections (or any other strategy)?
>>
>> Or perhaps session timeouts are a known issue for other reasons that I
>> have yet to stumble across?
>>
>> Thanks,
>> -JDHood
>>
>>
>> --
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>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
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Load Balancing and Session Timeouts

[JD Hood]

All,

We have a simple load balancing arrangement between a Netscaler and two SSL
Mid tiers (v18.08).

End users are sporadically encountering session timeout errors when they
would not be expected. Sometimes within a few minutes of connecting and in
the midst of creating a new incident, they will get a session timeout error
(arerr 9201) and they will have to refresh the page and re-authenticate.

I've found the following BMC Support KB and shared it with the team:
https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA21400d7ZtCAI

Our netscaler resource advises that the cookie-based persistence option is
not available when he is configuring load-balancing. I believe he is
configuring persistence as IP based. Other than that, we can't identify any
non-recommended configuration issues.

I suspect that the cookie-based load balancer configuration is significant,
but not being a LB expert, it's outside of my skillset and my most
convincing argument at the moment is, "...because BMC Support recommends
it..."

Does anyone have any experience with a basic, simple Netscaler
configuration to balance two SSL Mid tiers based on least number of
connections (or any other strategy)?

Or perhaps session timeouts are a known issue for other reasons that I have
yet to stumble across?

Thanks,
-JDHood
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Re: [EXTERNAL] Re: Letting users link to external files

[JD Hood]

There's this method, that might help the Windows end-users:

1. Open Windows Explorer and find the file.
2. Hold down the Shift key.
3. Then right-click the file.
4. In the context menu that appears, find and click "Copy as path". This
copies the file location to the clipboard.
5. Then paste (right-click -or- ctrl-v) into the Remedy field.

However, that is the local path to the file. The copied path will require
further editing if the FQDN is needed. But if the files are all stored on
the same network location, you could use the string manipulation operators
with workflow to replace the drive letter designation with the FQDN
(\\server\path...\file).

That gets the path into Remedy. File security to access the file from
within Remedy is a whole different problem to be negotiated and resolved
with your network security folks.

Thanks,
-JDHood

On Wed, Jan 16, 2019 at 8:38 AM Misi Mladoniczky  wrote:

> Hi,
>
> The AR Server should never need to access the files themselves, this is
> something that should be handled on the client side. They have various ways
> to manage these filed and their access permissions.
>
> The thing I want to store is the name/link/url to the files.
>
> I have tried the plain RTF way, and this is kind of awkward with a few
> copy/paste steps involved to get it right.
> 1. First browse to the file in the Windows File Explorer
> 2. Press ctrl-l and copy the path with ctrl-c
> 3. Paste the path into the RTF-field
> 4. Type a trailing backslash into the RTF-field
> 5. Mark the file in Windows File Explorer and press F3 to then copy the
> file name with ctrl-c
> 6. Paste the file name into the RTF-field (add the file extension .gif
> manually as my Windows File Explorer did not show it by default)
> 7. Mark the total path\file-name
> 8. Press the RTF-field-button to make a LINK
> 9. Choose protocol 
> 10. Paste the total path\fiel-name into the designated field
> 11. Save the data
>
> This process is not something that users want to do over and over...
>
> And there also seems to be some security limitation in the Chrome browser
> I use that prevents me from actually following this link.
>
> Using a normal file selection box triggered from the browser will not
> solve anything either, as the full path will not be something I can access
> using for example javascript.
>
> I presume the 11 steps above can be simplified to some extend if they just
> paste the individual parts (path + filename) into text fields, and that I
> then construct the underlying link with a Set-Fields and store it in an
> RTF-field.
>
> I was just hoping that there was a simpler way.
>
> Maybe some magic key combination in Windows to copy the full path to a
> file. This at least would help to some extent...
>
> 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
>
>
>
>
> January 16, 2019 12:45 PM, "Fawver, Dustin"  <%22Fawver,%20dustin%22%20%3cfaw...@mail.etsu.edu%3E>> wrote:
>
> I disagree with the AWS suggestion. It creates significant file management
> overhead, especially at the beginning. There could be additional costs. One
> would also have to have a way of keeping those files synchronized. The
> issue is not one of making the files easily accessible to the AR server.
> It’s making the AR server a convenient gateway for users to quickly locate
> and access certain files, instead of having to navigate through something
> like File Explorer in Windows.
>
> If the AR server doesn’t have access to the file servers themselves, I
> don’t think that the view field would work, as the file server’s OS would
> deny it access. I am presuming that file security will simply be handled at
> the OS-level.
>
> Misi, will you need to have ARS control what different users see depending
> upon their group membership?
>
> Dustin Fawver
>
> Sr. Help Desk Technician
>
> Information Technology Services
>
> P: 423-439-4648
>
> itsh...@etsu.edu
>
> [image: itslogo] 
>
> *From:* ARSList  *On Behalf Of *Tauf
> Chowdhury
> *Sent:* Wednesday, January 16, 2019 4:49 AM
> *To:* ARSList 
> *Subject:* [EXTERNAL] Re: Letting users link to external files
>
> You can always dump your files in an AWS S3 bucket and set appropriate
> general access permissions. You can then just hyperlink to the files in
> question.
>
> Sent from my iPhone
>
>
> On Jan 16, 2019, at 4:27 AM, Misi Mladoniczky  wrote:
>
> Hi,
>
> No, that is not what is needed. There are a lot of different permissions
> on the file system level, and we can not have the AR server access the file
> servers.
>
> I just want to have an easy way to pick a file/path (or copy/paste it)
> into a Remedy form, and then be able to display this as a 

Re: CMDB 18_05 Installer fails

[JD Hood]

Perhaps you need to set the JAVA_HOME and/or JRE_HOME environment variables?

-JDHood

On Fri, Oct 5, 2018 at 4:57 PM Kevin Candelaria  wrote:

> perhaps its looking for /usr/java/latest/
>
> or try creating a symlink.
>
>
>
> --
> *From:* ARSList  on behalf of Kevin Shaffer <
> kshaf...@partneritsm.com>
> *Sent:* Friday, October 5, 2018 3:04 PM
> *To:* ARSList
> *Subject:* CMDB 18_05 Installer fails
>
>
> We are trying to upgrade from 8.1.02 to 18_05.  We are running in a
> Solaris environment.  ARS has upgraded and we are now trying the CMDB
> installer.  It keeps failing with the error, “incorrect jre path”, however
> you are never prompted to enter a jre path.  We have tried modifying the
> path in the  file, AtriumCoreInstallingConfiguration.xml and
> AtriumCoreInstalled.xml and still get the same message.  We think this is
> because it appears the installer overwrites that path
>
>
>
> We think the root cause might be the setup.bin, as we have noticed that
> the installer seems to append the bin directory to the java path.  So our
> java path is usr/java/jre, however I think it is looking for java in the
> usr/java/jre/bin directory.
>
>
>
> Has anyone else experienced this issue or have any ideas how to get around
> the error?
>
>
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Re: Prompt for Windows Credentials when opening an Attachment in IE

[JD Hood]

I'm never told -- working in the Federal sector, I've lost count of the
times we've been inexplicably and unexpectedly blocked by GPO policies. I
usually raise a complaint when something suddenly stops working and after a
few minutes, the security folks shout, "try it now!" and it works again.

-JDHood



On Mon, Sep 24, 2018 at 5:09 PM Thomas Miskiewicz 
wrote:

> Another great idea. What exactly do I need to check?
>
> On Sep 24, 2018, at 11:03 PM, JD Hood  wrote:
>
> If it's only in production, perhaps it's a security issue when IE is going
> to access the local disk?
>
> -JDHood
>
>
> On Mon, Sep 24, 2018 at 8:28 AM Thomas Miskiewicz 
> wrote:
>
>> If it’s an IE issue - which I do not doubt - yet I don’t understand why
>> we don’t have it in development and test but in production… Same browser,
>> apparently same everything else...
>>
>> > On 24. Sep 2018, at 14:11, Kevin Candelaria  wrote:
>> >
>> >
>> >
>> > Sounds like an issue with IE, I have seen that here with our LMS system
>> when downloading attachments as well. Prompts for username and password to
>> the site for no reason.
>> >
>> >
>> > 
>> > From: ARSList  on behalf of Thomas
>> Miskiewicz 
>> > Sent: Monday, September 24, 2018 6:43 AM
>> > To: ARSList
>> > Subject: Prompt for Windows Credentials when opening an Attachment in IE
>> >
>> > Hi Listers,
>> >
>> > we get a prompt for User Credentials when we try to open an attachment
>> in IE. One needs to click that prompt away two times rather than enter the
>> credentials to open the attachment.
>> >
>> > Any idea what can be done?
>> >
>> >
>> > Thomas
>> > --
>> > ARSList mailing list
>> > ARSList@arslist.org
>> > https://mailman.rrr.se/cgi/listinfo/arslist
>> >
>> > --
>> > ARSList mailing list
>> > ARSList@arslist.org
>> > https://mailman.rrr.se/cgi/listinfo/arslist
>>
>>
>> --
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>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
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Re: Prompt for Windows Credentials when opening an Attachment in IE

[JD Hood]

If it's only in production, perhaps it's a security issue when IE is going
to access the local disk?

-JDHood


On Mon, Sep 24, 2018 at 8:28 AM Thomas Miskiewicz 
wrote:

> If it’s an IE issue - which I do not doubt - yet I don’t understand why we
> don’t have it in development and test but in production… Same browser,
> apparently same everything else...
>
> > On 24. Sep 2018, at 14:11, Kevin Candelaria  wrote:
> >
> >
> >
> > Sounds like an issue with IE, I have seen that here with our LMS system
> when downloading attachments as well. Prompts for username and password to
> the site for no reason.
> >
> >
> > 
> > From: ARSList  on behalf of Thomas
> Miskiewicz 
> > Sent: Monday, September 24, 2018 6:43 AM
> > To: ARSList
> > Subject: Prompt for Windows Credentials when opening an Attachment in IE
> >
> > Hi Listers,
> >
> > we get a prompt for User Credentials when we try to open an attachment
> in IE. One needs to click that prompt away two times rather than enter the
> credentials to open the attachment.
> >
> > Any idea what can be done?
> >
> >
> > Thomas
> > --
> > ARSList mailing list
> > ARSList@arslist.org
> > https://mailman.rrr.se/cgi/listinfo/arslist
> >
> > --
> > ARSList mailing list
> > ARSList@arslist.org
> > https://mailman.rrr.se/cgi/listinfo/arslist
>
>
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Re: Data Migration after upgrade from 2 disparate ITSM instances

[JD Hood]

Hi Karthik,

I've used the DDM as a data pump before. It was not designed for that, but
it will do the job if given enough time. It's just *extremely* slow.

If all you are moving is foundation data, then instead of DDM, you might
want to consider exporting the foundation data into the data loader
spreadsheets (found in v9 under "Data Management" in the application menu).

The tabs of the worksheets will lead you to the forms that hold the data
you need to export.

Once you get the data in excel, it would be trivial to sort/filter out any
duplicates.

Then you would just create the data loader jobs and let it do its thing.

The hardest part is making sure all the data entered (particularly any data
that is a number) are formatted as TEXT values in excel. If it's not TEXT,
it could import as an integer or some number format and you will see (for
instance) phone numbers like 888.0-555.0-1234.0, instead of 888-555-1234.

I find dealing with data errors is much easier with the data loader too,
since it imports the data first to a load sheet for data validation. Once
in those load sheets, you can use modify all or purpose-built workflow to
bulk fix any errors.

Good luck with whatever you decide to do!
-JDHood


On Tue, Jul 3, 2018 at 12:26 AM, Manoharan, Karthik <
karthik.manoha...@cgi.com> wrote:

> Hello Listers,
>
>
>
> Currently there are 2 different ITSM environments A and B running on
> different version 7.6 and 8.1.
>
> I’m planning to setup a single ITSM instance 9.1 by installing a
> standalone ITSM instance and migrating foundation data from 2 disparate
> ITSM instances (A+B).
>
> I’ve explored BMC Delta Data Migrator and found that we could use it to
> migrate from instance A.
>
> Let's assume I've migrated from instance A. The problem arises when
> performing migration from the second instance B.
>
>
>
> There are would be lot of duplicate records(which might not be actually
> duplicate but from instance A)
>
> DDM would identify matching unique index values and may have different
> Request ID/ Instance ID values from instance A.
>
> This would involve lot of manual activity to validate and delete in case
> of duplicates, but most of the cases we would like to retain records from
> both servers.
>
>
>
> Could you please help with any suggestions for any other tool for data
> migration or any different approach for the same.
>
>
>
> Thanks in advance.
>
>
>
> Regards,
>
> Karthik.
>
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Re: How calculate the Aging of an Incident & show it in overview console?

[JD Hood]

If you just want the incident table sorted in order of older INC's at the
top, you can sort by incident ID# or Submit time and accomplish that. No
workflow or fields needed, just a wee bit of training. Standard column sort
behavior should already work on the table -- click the Inc# column header
to sort ascending; click the Inc# column header again to sort descending.
Unless you have support staffers who open a new Incident window first thing
in the morning and let it sit for hours/days before actually submitting it
(although possible, should be the rare, unusual case), then the lowest Inc#
should have the oldest submit date (or if not, it should be reasonably
close).

If I'm understanding the need correctly, I don't see any compelling reason
to modify the system in this case, when a bit of user training should
suffice.

Thanks,
-JDHood



On Tue, Feb 6, 2018 at 6:11 AM, Abhishek2019  wrote:

> Hi JD,
>
> Thanks for your kind response.
>
> The requirement is just to show the older/aged incidents on top of the
> overview console table for the support staff attention only to proactively
> manage the SLA.
>
> I can create a custom field in hpd:help desk which will calculate the
> DATEDIFF for the submit date & current date, so that aging can be fetched
> out.
>
> After that i can extend that custom field on to the overview console table.
>
> The only concern which i am having is that how to trigger that custom field
> value to capture in it the real time aging of the incident.
>
> Option1 - To capture the value using escalation which will run every
> midnight & will calculate the value for the custom field.But it will miss
> the incidents raised after midnight.
>
> Option2 - Using AL on to the Overview console table which will fire the
> workflow on row level select in the Overview Console table - > but still i
> am exploring it completely.
>
> Any response will be highly appreciated.
>
> Cheers,
> AA
>
>
>
>
> --
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Re: How calculate the Aging of an Incident & show it in overview console?

[JD Hood]

Hi AA,

Presuming I understand correctly and the main point of the business
requirement is to just prioritize the aged incidents first in the Incident
table on the overview console, then couldn't you just sort the table by
Incident Number? Granted with blocks of ID's and a high ticket flow it is
possible that a higher INC# could have a submit date slightly before a
lower INC#, but I would think they would be created so close together that
it would not be a significant difference. Or where there may be a bigger
difference would be the rare case, if ever. Again, this is if I understand
correctly (and I'm not 100% sure) and the business need is actually just to
present the tickets sorted by oldest first in the table.

So, just to be clear, disregard specific design ideas or workflow
specifics. There are usually different ways to meet a requirement with ARS,
so first things first:
What is the business need here, or if it's easier, what problem is the
business is trying to solve? Something like:

"...We're missing SLA's more often than we are meeting them because support
staff won't work older tickets before newer tickets. Is there some way
Remedy can help the support staff work tickets in the order of oldest to
newest so we have a better chance to stop missing SLA's?..."

If the problem to be solved is as simple as that, the solution could be
more workflow/functionality, or perhaps just a bit of training. You'd
probably get more "bang for the buck" with training in that case.

Thanks,
-JDHood

On Tue, Feb 6, 2018 at 2:06 AM, Abhishek2019  wrote:

>
> Thanks for your kind response.
>
> As the requirement is to show the Incident Aging  in overview console table
> only so i doubt DB View will not suffice it. Also please could you
> elaborate
> it more as what will be the trigger point(Execute on condition) for the
> Custom field calculation on the DB view.
>
> Please provide detail for your DB view approach.
>
> Cheers,
> AA
>
>
>
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Re: How calculate the Aging of an Incident & show it in overview console?

[JD Hood]

Hi AA,

Off the top of my head, you are looking at either adding a "Refresh Aging"
button on the console and/or firing an active link on Window Open/Display
to trigger the stack of workflow needed to re-calculate the field/column on
each Incident record and then refresh the table at the end. The workflow
has great potential to be ugly and costly. I would probably suggest using
the incident table qual so the workflow only updates the tickets that the
user needs to see to keep performance hit as low as possible for the
real-time update. Better hope they don't have a ton of tickets open...
-VS-
Run an escalation once per day to update the number of days "aging" on open
tickets only. If for some reason they need to know a more granular amount
of time (hours? minutes? How much do they micro-manage?), then you are
either going to run the escalation more often or do something like the
above option. Then the value would be available for display in the incident
table on the console -and- for reporting. I'm not sure what the objection
is to precluding escalations, but I have a feeling they've encountered or
built a particularly bad one in the past and now feel all escalations are
risky. Which is silly.
-VS-
Just display the Submit-Date field on the Incident table and highlight
tickets open more than 5 days (or whatever). Or they could just see the
submit date and do the easy math in their head.

Good luck with it!
-JDHood


On Mon, Feb 5, 2018 at 7:25 AM, Abhishek2019  wrote:

>
>
> Yes it  should be.
>
>
>
> --
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Re: How calculate the Aging of an Incident & show it in overview console?

[JD Hood]

Is this "Aging" value required to update and be displayed in real-time
whenever support-staff open/refresh the Incident table in the Overview
console?

Thanks,
-JDHood

On Mon, Feb 5, 2018 at 2:42 AM, Abhishek2019  wrote:

> Hi Experts,
>
> We are having a requirement to shown the Aging of an Incident in the
> overview console.
>
> I am able to add the custom field in overview console but my issue is
> stated
> below:-
>
> I am trying to use the DATEDIFF function to calculate the Aging of an
> incident on the basis of  (Submit Date of an Incident & current timestamp).
>
> But while trying to achieve it via Active Link i am facing issue that what
> can be the execute on condition for the same??
>
> Also we are not supposed to use the Escalation for the same.
> Early response will be highly appreciated.
>
> Cheers,
> AA.
>
>
>
>
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Re: Basic SRD Question

[JD Hood]

Add the tasks in the change *template*. Then build your SRD with the
template.

Thanks,
-JDHood


On Aug 14, 2017 6:07 PM, "Kevin Shaffer"  wrote:

> **
>
> SRM 8.1.02
>
> Multi-Tenancy Yes
>
>
>
> Requirement – Create a Service Request that the entire enterprise can
> submit.  End result is to have a CRQ with Tasks attached and the question
> responses dumped into the Notes field.
>
>
>
> My question is can I do this without an AIF or customization?
>
>
>
> If I create an AOT with a Change Template that has Tasks tied to it, the
> AOT must be tied to a Company, so this option doesn’t seem to work since I
> need this available to the Enterprise.
>
>
>
> If I create an AOT with no Template I can pass variables to create the CRQ
> but how do I get the Tasks tied to it?  I thought maybe I could pass the
> CRQ Template Name and/or CRQ GUID and maybe some magic would happen or can
> I only create the CRQ in Draft mode and the support staff will need to
> manually add the Tasks via process.
>
>
>
> Any advice?
>
>
>
> Thanks
>
> Kevin
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Auto-Assignment to an Individual

[JD Hood]

Hi Kevin,

Yes, Prod Cat and Location can be evaluated by the assignment engine in
order to assign to a particular person.

If you look at the assignment configuration form in the application
administration console, it should be readily apparent. The docs can help
too.

If you have many configurations for the person, you can use the foundation
data import spreadsheets to import them in bulk, rather than manually
creating them one at a time.

Thanks,
-JDHood

On Tue, Jul 25, 2017 at 9:37 AM, Kevin Shaffer 
wrote:

> **
>
> I have a need to have all tickets with a certain Prod Cat and Location go
> to a specific individual.  I have many use cases that will require a number
> of config records to be created.
>
>
>
> I know I can configure ITSM to auto assign to an individual based on
> Capacity, Load by Number and Round  Robin, however that wont work for us
> because it needs to be the same individual each time.
>
>
>
> Can this be configured through the assignment engine?  I am sure I can
> come up with a solution where  we customize the CFG:Assignment and add
> Assignee to the form and update the applicable workflow.  I just wanted to
> see if this was something configurable that I overlooked.
>
>
>
> Thanks
>
> Kevin
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: [Non-DoD Source] Re: need input about data migration after Upgrade

[JD Hood]

Misi,

The last time I installed the tool, DDM had seperate folder structures with
the instructions, mapping files, etc per version.

When you run DDM, you select the "from-to" servers and the tool fetches the
server versions - that's how it knows which mappings to use.

Link to the docs:
https://docs.bmc.com/docs/display/public/itsm81/Performing+the+data+migration
​
I have used DDM strictly as a bulk data pump (which it was *not* designed
for) and it is *aggravatingly* slow. Speed varies based on robustness of
the environment and per record data sizes (ie attachments in worklogs,
etc), but I was getting about 100 records every 8 to 16 or so seconds.
Pretty awful. I was only moving less than 200k records, so it was tolerable.

However, the benefit is that the tool handles cross version mappings and
worked spot on accurately - even for custom forms & fields.

Hope this helps!
-JDHood

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Re: [Non-DoD Source] Re: need input about data migration after Upgrade

[JD Hood]

As I recall, it is a regular old .ARM file, same as if you saved a mapping
with the data import tool. The XML just instructs DDM to use a particular
ARM file for the Form.

And in the .arm file, it only lists the field(s) that require manual
mapping when their field-ID's don't match. So the DDM seems to have the
mapping scheme of "map each field by matching field-id *and* map this other
field(s) according to the arm file".

Hope that makes sense. And like I said, this is a bit of a trip down memory
lane, so if you install a recent version of migrator, you will get DDM with
that install and you can inspect the files to confirm.

-JDHood

On Mon, Apr 24, 2017 at 6:48 AM, Jarl Grøneng <jarl.gron...@gmail.com>
wrote:

> **
>
> See attachments
>
> Regards,
> Jarl
>
> 2017-04-24 12:31 GMT+02:00 Misi Mladoniczky <m...@rrr.se>:
>
>> **
>> Hi,
>>
>> In other words it actually points to the .ARM file for mapping.
>>
>> So how is this structured, do you get a set of config/mapping files for
>> each supported version transition?
>>
>> 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
>>
>>
>> April 24, 2017 10:01 AM, "Jarl Grøneng" <jarl.gron...@gmail.com
>> <%22jarl%20gr%c3%b8neng%22%20%3cjarl.gron...@gmail.com%3E>> wrote:
>>
>> **
>> Hi
>> This is a DDM instruction file, and you can see that the field mapping
>> using an import-tool format.
>> 
>> > type="data" mode="search" merge-option="update"
>> ignore-required-fields="true" ignore-pattern-matching="true" count="0"
>> disable-related-workflow="true">
>> PASS_QUALIFICATION
>> 
>> 
>> 
>> 
>> > type="2"/>
>> 
>> 
>> Regards,
>> Jarl
>> 2017-04-20 14:48 GMT+02:00 Misi Mladoniczky <m...@rrr.se>:
>>
>> **
>> Hi,
>>
>> So RRR|Chive works in a similar way, where matching ids are the default,
>> regardless if it is a custom field or not. Fields can then be
>> mapped/skipped specifically.
>>
>> It sounds like a simple thing to generate rrrchive-config-files based on
>> the mapping-files from DDM!? Any chanse of supplying me with a few
>> DDM-config-files to allow me to check how much work it would take?
>>
>> 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
>>
>> April 20, 2017 1:49 PM, "JD Hood" <hood...@gmail.com
>> <%22jd%20hood%22%20%3chood...@gmail.com%3E>> wrote:
>>
>> **
>> As for custom fields, the in the 7.x version, the default DDM mapping was
>> based on matching field IDs, unless a different mapping was specified. So
>> as long as custom fields had the same field ID between the systems, the
>> data would migrate correctly.
>>
>> So, with DDM migrating between two forms, it would map based on matching
>> field IDs for all fields that were not mapped specifically. So if you
>> looked at the mappings for the specifically mapped fields, it only listed
>> the odd-ball fields that needed to be mapped because their ID's differed
>> (presumably due to version changes). As long as custom fields had the same
>> field ID between the systems (or if you manually edited the DDM mapping to
>> include the custom fields if the ID's differed), the data would migrate
>> correctly.
>> Biggest issue I had with DDM is that it was slow, Slow, SLOOOW.
>> Thanks,
>> -JDHood
>> On Thu, Apr 20, 2017 at 6:19 AM, Vinod Gaidhani <vinod.gaidh...@gmail.com
>> > wrote:
>>
>> **
>> Thanks Misi, seems to be good and overcomes shortcomings of DDM.
>>
>> Vinod.
>>
>> On 20-Apr-2017, at 2:30 PM, Misi Mladoniczky <m...@rrr.se> wrote:
>>
>> **
>> Hi,
>>
>> One big difference between DDM and RRR|Chive is that DDM just finds all
>> records after the date/time you specify and transfer these records.
>>
>> RRR|Chi

Re: [Non-DoD Source] Re: need input about data migration after Upgrade

[JD Hood]

I currently lack access to a system - but I think DDM installs with
Migrator?

-JDHood

On Thu, Apr 20, 2017 at 8:48 AM, Misi Mladoniczky <m...@rrr.se> wrote:

> **
> Hi,
>
> So RRR|Chive works in a similar way, where matching ids are the default,
> regardless if it is a custom field or not. Fields can then be
> mapped/skipped specifically.
>
> It sounds like a simple thing to generate rrrchive-config-files based on
> the mapping-files from DDM!? Any chanse of supplying me with a few
> DDM-config-files to allow me to check how much work it would take?
>
> 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
>
>
> April 20, 2017 1:49 PM, "JD Hood" <hood...@gmail.com
> <%22jd%20hood%22%20%3chood...@gmail.com%3E>> wrote:
>
> **
> As for custom fields, the in the 7.x version, the default DDM mapping was
> based on matching field IDs, unless a different mapping was specified. So
> as long as custom fields had the same field ID between the systems, the
> data would migrate correctly.
>
> So, with DDM migrating between two forms, it would map based on matching
> field IDs for all fields that were not mapped specifically. So if you
> looked at the mappings for the specifically mapped fields, it only listed
> the odd-ball fields that needed to be mapped because their ID's differed
> (presumably due to version changes). As long as custom fields had the same
> field ID between the systems (or if you manually edited the DDM mapping to
> include the custom fields if the ID's differed), the data would migrate
> correctly.
> Biggest issue I had with DDM is that it was slow, Slow, SLOOOW.
> Thanks,
> -JDHood
> On Thu, Apr 20, 2017 at 6:19 AM, Vinod Gaidhani <vinod.gaidh...@gmail.com>
> wrote:
>
> **
> Thanks Misi, seems to be good and overcomes shortcomings of DDM.
>
> Vinod.
>
> On 20-Apr-2017, at 2:30 PM, Misi Mladoniczky <m...@rrr.se> wrote:
>
> **
> Hi,
>
> One big difference between DDM and RRR|Chive is that DDM just finds all
> records after the date/time you specify and transfer these records.
>
> RRR|Chive will pull all recordids and modify-dates from both system and
> then do transfer/delete as appropriate. No need to specify a date.
>
> Because of this it is easy to use to restore a system after, for example,
> testing.
>
> I have been playing with the idea of using the DDM mapping files in
> RRR|Chive, but have not come around to doing this. So you are pretty much
> on your own and need to do the mapping yourself.
>
> I am not 100% sure about this, but I think that DDM will not copy data on
> custom fields you have added yourself automatically.
>
> I have another tool I like to use when planning migrations to new
> application versions, and this is RRR|DefFieldDiff that will give you an
> excel sheet of all changed data fields. This makes it easy to find
> differences and plan your data massaging.
>
> 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
>
>
> April 19, 2017 2:39 PM, "Murnane, Phil" <phil.murn...@windward.com
> <%22Murnane,%20phil%22%20%3cphil.murn...@windward.com%3E>> wrote:
>
> We've used DDM and RRR|Chive successfully on various projects. Misi's tool
> is scriptable and very fast compared to DDM. DDM can schedule code and data
> migrations. Generally both require the Last-Modified date/time field to be
> accurate. Overall, I'd personally recommend RRR|Chive.
>
>
> HTH,
>
> --Phil
> --
> *From:* Action Request System discussion list(ARSList) <
> arslist@ARSLIST.ORG> on behalf of Nicosia, Ryan J. CTR USSOCOM HQ <
> ryan.nicosia@socom.mil>
> *Sent:* Wednesday, April 19, 2017 8:14 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: [Non-DoD Source] Re: need input about data migration after
> Upgrade
> I have to disagree. We used DDM with great success but it does require
> admin freeze on all deletion activities of your production environment.
> That said, there are ways to get around that as well but purging the form
> in question on your target server and telling 

Re: [Non-DoD Source] Re: need input about data migration after Upgrade

[JD Hood]

As for custom fields, the in the 7.x version, the default DDM mapping was
based on matching field IDs, unless a different mapping was specified. So
as long as custom fields had the same field ID between the systems, the
data would migrate correctly.

So, with DDM migrating between two forms, it would map based on matching
field IDs for all fields that were not mapped specifically. So if you
looked at the mappings for the specifically mapped fields, it only listed
the odd-ball fields that needed to be mapped because their ID's differed
(presumably due to version changes). As long as custom fields had the same
field ID between the systems (or if you manually edited the DDM mapping to
include the custom fields if the ID's differed), the data would migrate
correctly.

Biggest issue I had with DDM is that it was slow, Slow, SLOOOW.

Thanks,
-JDHood



On Thu, Apr 20, 2017 at 6:19 AM, Vinod Gaidhani 
wrote:

> **
> Thanks Misi, seems to be good and overcomes shortcomings of DDM.
>
> Vinod.
>
> On 20-Apr-2017, at 2:30 PM, Misi Mladoniczky  wrote:
>
> **
> Hi,
>
> One big difference between DDM and RRR|Chive is that DDM just finds all
> records after the date/time you specify and transfer these records.
>
> RRR|Chive will pull all recordids and modify-dates from both system and
> then do transfer/delete as appropriate. No need to specify a date.
>
> Because of this it is easy to use to restore a system after, for example,
> testing.
>
> I have been playing with the idea of using the DDM mapping files in
> RRR|Chive, but have not come around to doing this. So you are pretty much
> on your own and need to do the mapping yourself.
>
> I am not 100% sure about this, but I think that DDM will not copy data on
> custom fields you have added yourself automatically.
>
> I have another tool I like to use when planning migrations to new
> application versions, and this is RRR|DefFieldDiff that will give you an
> excel sheet of all changed data fields. This makes it easy to find
> differences and plan your data massaging.
>
> 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
>
>
> April 19, 2017 2:39 PM, "Murnane, Phil"  <%22Murnane,%20phil%22%20%3cphil.murn...@windward.com%3E>> wrote:
>
> We've used DDM and RRR|Chive successfully on various projects. Misi's tool
> is scriptable and very fast compared to DDM. DDM can schedule code and data
> migrations. Generally both require the Last-Modified date/time field to be
> accurate. Overall, I'd personally recommend RRR|Chive.
>
>
> HTH,
>
> --Phil
> --
> *From:* Action Request System discussion list(ARSList) <
> arslist@ARSLIST.ORG> on behalf of Nicosia, Ryan J. CTR USSOCOM HQ <
> ryan.nicosia@socom.mil>
> *Sent:* Wednesday, April 19, 2017 8:14 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: [Non-DoD Source] Re: need input about data migration after
> Upgrade
> I have to disagree. We used DDM with great success but it does require
> admin freeze on all deletion activities of your production environment.
> That said, there are ways to get around that as well but purging the form
> in question on your target server and telling DDM to just pull everything
> over.
>
> Once you get to the point where you are running DDM every few days, the
> errors are easy to identify and clean up and you can re-run a specific
> package as needed.
>
> Ryan
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] On Behalf Of Mohamed
> Kamruzzaman
> Sent: Wednesday, April 19, 2017 5:50 AM
> To: arslist@ARSLIST.ORG
> Subject: [Non-DoD Source] Re: need input about data migration after Upgrade
>
> Hi Amit,
>
> Agree with Vinod, you may want to look at alternate solution considering
> you are looking at migrating and cleaning your data. You will want to
> migrate over foundation, configuration and transactional data onto ITSM 9.x
> . This is an ideal time to clean up data, remapping Prod cats and Op Cats
> etc. and potentially archive some of the tickets that you no longer need.
>
> We use our Customer Move Tool (more info [CAUTION]
> http://www.alderstone.com/cmt) for the migration from previous ITSM
> versions to the latest, as we can migrate all modules data or a reduced set
> (including transformation and cleaning of data), depending on your
> requirements. In general we've been able to move entire data set within a
> day ensuring a smooth migration. Please let me know if you would like to
> talk about this in more detail or have any specific questions.
>
> Regards,
> Mohamed
>
> Mohamed Kamruzzaman. 

Re: DISA STIG for Mongo DB (Fed Gov Environment)

[JD Hood]

"Information Assurance -- We're working *darned* hard to make sure you
can't!!"

I do not personally know of a CON, STIG or anything for that DB product.

Good luck!
-JDHood


On Fri, Jan 27, 2017 at 1:51 PM, Rackley, James A CIV <
james.a.rack...@uscg.mil> wrote:

> **
>
> Listers,
>
>
>
> Greetings, all!
>
>
>
> As a warning, if you don't know what the acronyms DISA and STIG are, this
> discussion will likely give you a headache.  If you do know what they mean,
> you've likely had a headache for a very long time.   :D
>
>
>
> We're looking at an 8.1 to 9.1 upgrade of our environment and would like
> to use Smart/My IT. However, these apps require the installation of the
> Mongo DB product which has no DISA approved STIG.
>
>
>
> Because we have no control over DISA's timeline, we've now decided not to
> deploy Smart/My IT until we can get an approved STIG.  We are proceeding
> with what I've termed "Vanilla 9.1".
>
>
>
> Is anyone else out there in the Fed Gov space working on a Mongo DB STIG
> with DISA?  If so, I'd love to chat with you. Perhaps we can combine
> efforts/resources and get this thing moving.  Just as importantly, I don't
> want to waste resources if someone else is well into the process.
>
>
>
> Thanks in advance!
>
>
>
> Regards,
>
> Jim Rackley
> CGFIXIT (Remedy) Service Manager, ITILv3©
> USCG, C4ITSC, Business Operations Division
>
> Phone: (757) 628-4039
> Cell: (757) 609-0909
> "You can't help everyone. But everyone can help someone."
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Process not stopping - Linux

[JD Hood]

Well - yes. In that case. I thought he was wondering if he could comment it
out so it would not execute ever.

Thanks,
-JDHood

On Tue, Jan 10, 2017 at 5:32 PM, LJ LongWing <lj.longw...@gmail.com> wrote:

> **
> JD,
> Even when the server is stopped?the ARMonitor should be stopping it
> when the server starts
>
> On Tue, Jan 10, 2017 at 3:30 PM, JD Hood <hood...@gmail.com> wrote:
>
>> **
>> Hi Mark,
>>
>> That is the application dispatcher that works with the Application
>> Pending form. I believe it's an evolution of the RAP service (There's a
>> trip down memory lane...).
>>
>> It's used by Approval, Recon engine, probaly safe to presume it could be
>> used by anything that creates a record int he application pending form.
>>
>> Personally, I would *not* turn it off.
>>
>> Thanks,
>> -JDHood
>>
>> On Tue, Jan 10, 2017 at 4:23 PM, Brittain, Mark <mbritt...@navisite.com>
>> wrote:
>>
>>> **
>>>
>>> Hi All,
>>>
>>>
>>>
>>> I have notice whenever I stop the AR Server (7.6.04) that the following
>>> process continues to run. Server is Linux Redhat 5.
>>>
>>>
>>>
>>> root 19622 1  0 Nov16 ?00:00:14 ./arsvcdsp -s ars-as-s2
>>> -d /opt/bmc/ARSystem
>>>
>>> Can anyone tell me, what that process is and if I can kill it?
>>>
>>>
>>>
>>> Thanks
>>>
>>> Mark
>>>
>>>
>>>
>>> *Mark Brittain * | Systems Engineer | 315.634.9337 <(315)%20634-9337>
>>>
>>> 125 Elwood Davis Road | Syracuse NY 13212
>>>
>>> [image: Navisite]
>>>
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> _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: Process not stopping - Linux

[JD Hood]

Hi Mark,

That is the application dispatcher that works with the Application Pending
form. I believe it's an evolution of the RAP service (There's a trip down
memory lane...).

It's used by Approval, Recon engine, probaly safe to presume it could be
used by anything that creates a record int he application pending form.

Personally, I would *not* turn it off.

Thanks,
-JDHood

On Tue, Jan 10, 2017 at 4:23 PM, Brittain, Mark 
wrote:

> **
>
> Hi All,
>
>
>
> I have notice whenever I stop the AR Server (7.6.04) that the following
> process continues to run. Server is Linux Redhat 5.
>
>
>
> root 19622 1  0 Nov16 ?00:00:14 ./arsvcdsp -s ars-as-s2 -d
> /opt/bmc/ARSystem
>
> Can anyone tell me, what that process is and if I can kill it?
>
>
>
> Thanks
>
> Mark
>
>
>
> *Mark Brittain * | Systems Engineer | 315.634.9337 <(315)%20634-9337>
>
> 125 Elwood Davis Road | Syracuse NY 13212
>
> [image: Navisite]
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: FW: Issue encountered while creating Change request through SRD

[JD Hood]

Hi,
Not sure if your issue is in the creation of the SRD itself, or in trying
to spawn a Change via that SRD, so...

Have you configured one or more support staff with the functional role of
"Change Manager" for auto assignment?
Is auto assignment enabled for Change Requests?
Does the SRD meet the configured auto-assignment criteria for an enabled
Change-Manager?
And if that fails, manually select a Change Manager on the Change Template
that the SRD uses (select the change manager using the menu on the
Template's Change Manager field to ensure they are valid) and see if that
works.

Thanks,
-JDHood

On Mon, Dec 26, 2016 at 6:08 AM, Bhalchandra Deshmukh  wrote:

> **
>
>
> Hello Team,
>
>
>
> We are using ARS 9.1 and facing following problem.
>
>
> We are trying to create SRD for a generic change request but stuck to a
> point where not able to resolve this error as mentioned below
>
>
>
> 1440105: "", "No change manager group could be found. Manually select a
> group from the menus. If no group with an individual in the functional role
> of infrastructure change manager is defined, notify your System
> Administrator.";
>
>
>
> Though we had set up change manager to tackle this issue but no luck.
>
> Could you please guide us to resolve this error so we can proceed.
>
>
>
> We have followed steps to create SRD, so kindly correct if anyone of these
> are wrong or anything missed in between
>
>
>
> 1. AOT Creation
>
> 2. PDT creation
>
> 3. SRD creation
>
>
> Can somebody suggest the solution ?
>
>
> Thanks & Regards,
>
> Bhalchandra Deshmukh
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Introducing BMC Innovation Suite - Launch Webinar - Dec 7

[JD Hood]

DOH!! - pw is "BMC".

Got it.

Thanks!
-JDHood

On Tue, Nov 8, 2016 at 2:55 PM, Vinod Gaidhani <vinod.gaidh...@gmail.com>
wrote:

> **
> Password is bmc. :)
>
> On Tue, Nov 8, 2016 at 7:49 PM, JD Hood <hood...@gmail.com> wrote:
>
>> **
>> Well boo. It appears to be invitation only and requires a "Registration
>> password" to sign up for it.
>>
>> -JDHood
>>
>> On Tue, Nov 8, 2016 at 12:25 PM, Jason Miller <jason.mil...@gmail.com>
>> wrote:
>>
>>> **
>>> FYI, BMC is hosting a launch webinar for the new Innovation Suite on Dec
>>> 7. This is a completely new way to build Remedy apps. If you haven't heard
>>> of or know much about Innovation Suite you may want to attend this event.
>>>
>>> https://communities.bmc.com/community/developer/blog/2016/11
>>> /04/introducing-bmc-innovation-suite-launch-webinar-dec-7-re
>>> gistration-requested
>>>
>>> Jason
>>>
>>> P.S.
>>> When I say "new way to build Remedy apps" the old way (Dev Studio)
>>> doesn't change with this release. Innovation Suite only adds functionality
>>> so there is no need to panic that our job is completely changing (yet).
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> _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: Introducing BMC Innovation Suite - Launch Webinar - Dec 7

[JD Hood]

Well boo. It appears to be invitation only and requires a "Registration
password" to sign up for it.

-JDHood

On Tue, Nov 8, 2016 at 12:25 PM, Jason Miller 
wrote:

> **
> FYI, BMC is hosting a launch webinar for the new Innovation Suite on Dec
> 7. This is a completely new way to build Remedy apps. If you haven't heard
> of or know much about Innovation Suite you may want to attend this event.
>
> https://communities.bmc.com/community/developer/blog/2016/
> 11/04/introducing-bmc-innovation-suite-launch-webinar-dec-7-registration-
> requested
>
> Jason
>
> P.S.
> When I say "new way to build Remedy apps" the old way (Dev Studio) doesn't
> change with this release. Innovation Suite only adds functionality so there
> is no need to panic that our job is completely changing (yet).
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Question - Service Now

[JD Hood]

It may be a T-Shirt slogan, but it's relevant nonetheless: "...There is no
"Cloud" - It's just someone else's computer..."

-JDHood

On Tue, Jun 14, 2016 at 8:19 PM, Joe D'Souza  wrote:

> **
>
> I do recall hearing rumors it was – not sure how long time ago. But take
> that information with a grain of salt as I do not know much details of what
> I had heard.
>
>
>
> ServiceNOW is primarily a system hosted on the cloud so is as vulnerable
> or strong as any other system on the cloud.
>
>
>
> So IMHO if security of your data is one of your top concerns, the cloud
> may not be the best place for you to be at. However strong the security,
> there is always a loophole to be found for someone who has the intent to
> find one. While this is true for systems hosted internally too, at least
> the vulnerability of the system isn’t exposed to the world if your system
> isn’t internet facing.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Sanford, Claire
> *Sent:* Tuesday, June 14, 2016 3:17 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Question - Service Now
>
>
>
> Does anyone know if Service Now has ever had their servers (with
> customer’s data) ever been hacked?
>
>
>
>
> _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: ARSList traction vs Communities...

[JD Hood]

My personal opinion of Communities (and opinions will vary) is that it is
has some very good info in it -- but more often than not when I search, the
results are *mostly* useless. There's a lot of chaff to winnow through
before you can get to the good grain.

And it could just be my bad luck looking for oddball stuff; however, more
often than not, Communities seems like an extension of support and I'm
always spending more time trying to get around the initial contact (the
outsourced call-center script-reader over in Puna) so I can reach someone
who is somewhat familiar with developing in whatever area my issue is in.

Contrast that with the ARSList where someone can pose a development
question and have multiple, valid options from other experienced devs
*almost* before their finger is fully lifted off the mouse key from asking
their question. That may be an exaggeration, but the ARSList can be spooky
fast compared to BMC Support. Also, consider this comparison: How many
times have you stumped the ARSList vs. How many times have you stumped BMC
support? I don't know about you, but I eventually solve my own issue before
BMC can figure it out about half the time.

Now, there is nothing stopping Communities from evolving into an
"ARSList-like" culture and for some things, it may be close. But in
general, I only go to Communities after I have exhausted all other
possibilities and before I completely give up and contact Puna to start
that exercise in frustration (You know the drill -- it begins with them
asking for logs that you had already attached to the ticket when you
submitted it...).

At this point, moving the ARSList to Communities makes me *VERY* nervous
for the future of the ARSList. I understand that it's looking for a home
and/or funding. WE SHOULD ALSO RECOGNIZE THAT DAN HAS DONE AN ADMIRABLE JOB
WITH IT AND SHOULD BE REWARDED FOR HIS CONSIDERABLE EFFORTS SOMEHOW. I just
hope that -- due to some BMC corporate anti-ARSList bias (and to be clear,
I have NO IDEA if that bias even exists) -- they don't try to herd folks
away from it by wadding it up and throwing into an obscure, throttled,
low-bandwidth, BMC controlled corner where it's not indexed and stuffed
under some intentionally-crippled search engine so it's difficult to use.
That would be a *damn* shame. What my paranoia prefers is a fully
autonomous ARSList. Personally, I would not mind if you added a paypal
account (or whatever) so the ARSList subscribers can contribute towards
it's maintenance and hosting, along with a fund drive a few times a year as
needed.

Now all that hot air is likely just a product of my fevered,
corporate-paranoia fueled imagination and everything will actually be
peaches & cream if the ARSList is absorbed into the BMC Communities
"hive-mind".  At least, I certainly hope so. Either way, I am positive life
will go on no matter where the ARSList winds up, either for better or worse.

And please don't make fun of me if I cover my eyes and grimmace until after
whatever is going to happen has happened.

Best of luck! I hope it all works out!
-JDHood





On Thu, Jun 9, 2016 at 7:17 PM, Joe D'Souza  wrote:

> And that is my point about an app. I think if BMC built a mobile
> communities
> app and had that available to the community, there might have been a lot
> more hits than just the high teens.. Not everyone hitting the article from
> the app might have actually read the whole article, but at least there
> would
> probably be more hits.. There is no way of knowing for sure if all the 19
> that actually hit that article actually did read the whole thing anyway
> unless they responded to it. If I were to sport a guess, maybe only 40 to
> 50% of users opening any web page read the significant part of a web page
> anyways before their attention goes else where on another tab on their
> browser or another link.
>
> On a messaging system however, I would assume that a higher percentage of
> users hitting that message would actually read a significant part of that
> message before discarding it if they do not wish to reply to it.
>
> I may have a somewhat negative view of the communities but I see it more
> like Facebook. I created an account just because my peers would have liked
> me to be on it. But I very rarely ever actively use it unless someone
> specifically sends me a message or somehow something actually did manage to
> catch my attention there.. Email however feels a lot more personal to me so
> I tend to respond to emails anyone sends me even though it's a 20+ year old
> system.. That apart from the ability to access it when offline is my pro
> stand for email rather than a web community.
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Thursday, June 09, 2016 4:11 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARSList traction vs Communities...
>
> Hi,
>
> 24 hours since the original 

Re: 8.1 User form still driving licensing?

[JD Hood]

Hi David,

Presuming this is an end user and not a support staffer, it should not
create a User form record unless you specify a login name on CTM:People
record. And if you specify a login name, you should also specify the
license particulars. If you want to avoid licensing a user that is created
via some sort of automation, then hard-code the automation to always assign
a "read" license by default.

-JDHood

On Fri, Apr 15, 2016 at 3:00 AM, David Charters <
da...@charterstechnologies.com> wrote:

> **
>
> Listers,
>
>
>
> Every so often I am wrong so I wanted to put this everyone. Am I still
> correct that in 8.1 the User form drives License usage and not CTM:People
> alone? In other words if I did a push into the CTM:People form only and
> then only allowed the User name to be set in the User form, keeping in mind
> that none of the other license related fields have been populated
> (Floating, Fixed etc…), would this not cause weird licensing issues for
> users and server time outs?
>
>
>
> Thank You,
>
>
>
> David Charters
>
> Charters Technologies
>
> 317-331-8985
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Mystery People record

[JD Hood]

Before deleting the people record, did you remove the functional roles &
support group memberships? If not, then check the the FunctionalRole form
(can't recall the name offhand) for their name/login and clean up any
records found.

Hope this helps!
-JDHood

On Wed, Mar 30, 2016 at 10:39 AM, Lockwood, Teresa <
teresa.lockw...@fisglobal.com> wrote:

> **
>
> Scratching my head on this one.  I’ve deleted a person using People
> record which in turn deleted her User record.  She no longer exists.  However,
> when I select a support group she still shows up as a member.  Yet when I
> look at that group/members she isn’t there.  Also, she only shows up on
> CRQs and Work Order groups, not Incident.  I’ve checked all of the
> backend forms that I can think of to find the ghost record, however, I
> cannot find it.  Banging head on the wall at this point.  Where should I
> be looking that I haven’t thought of?
>
>
>
> Thanks in advance!
>
>
>
> ~~~
>
> Terri
>
>
>
> ARS 8.1.02
>
> ITSM 8.1.02
>
> Midtier 8.1.02
>
> Windows 2008
>
> MS SQL 2008 R2 SP2
>
>
> _
> The information contained in this message is proprietary and/or
> confidential. If you are not the intended recipient, please: (i) delete the
> message and all copies; (ii) do not disclose, distribute or use the message
> in any manner; and (iii) notify the sender immediately. In addition, please
> be aware that any message addressed to our domain is subject to archiving
> and review by persons other than the intended recipient. Thank you.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Smart Reporting Remedy 9

[JD Hood]

Does it make any difference if you use 24hr time? For example, instead of
"12:00:01 AM", have you tried "00:00:01"?

Thanks,
-JDHood

On Fri, Feb 19, 2016 at 12:12 PM, Tauf Chowdhury  wrote:

> Anyone run into and hopefully fix the date/time issue in Smart Reporting
> where it evidently can't understand the concept of midnight!?
> For example, using date measures like "yesterday" yields results from 12p
> noon
> Changing the time to 12am still shows 12 noon. It only recognizes 1am
> onwards.
>
>
> Sent from my iPhone
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>

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Re: Something to be aware of - the User Tool cannot work with overlaid forms on a 9.0 server - FIXED

[JD Hood]

As far as this one issue goes, if BMC would rather add an "export all
fields" function to the Data Import Tool and rename it the Data
Import/Export tool, that would work too.

I believe the *Web* report type has an "add all fields" capability, but
they left it out of the *AR System* report type for .arx files. It's just a
bit surprising given the main purpose of an .arx formatted file. Perhaps
there was some heinous technical obstacle to adding that functionality?
Maybe?

If I could "shift-click" all the fields in the field selection list and add
them in one go, that would work too!

-JDHood

On Tue, Dec 29, 2015 at 9:37 AM, Terry Bootsma <tboot...@objectpath.com>
wrote:

> **
> OK.  I guess I'm not the only one that found this as well.  Trying to
> export a .arx file with the MidTier is a lesson in patience and sometimes,
> futility.(Hint Hint Doug !!).
>
> I thought that perhaps there was a "trick" to do this via the MidTier and
> that I was missing the boat on this one, but I guess I am not?
>
> Terry
>
>
> --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Pierson, Shawn
> *Sent:* December-29-15 8:35 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Something to be aware of - the User Tool cannot work with
> overlaid forms on a 9.0 server - FIXED
>
> **
>
> I have to second both “Modify All” and exporting ARX files being much
> easier in the WUT.  I’d also add that certain BMC forms such as those
> related to RBE, are almost impossible to use (at least on 8.x) without
> going through the WUT.  We rely on RBE for a lot of custom email actions
> and I don’t think you can really query and update records (unless you
> customize the forms to add those buttons) if you use the Mid Tier.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
> *Sent:* Saturday, December 26, 2015 8:34 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Something to be aware of - the User Tool cannot work with
> overlaid forms on a 9.0 server - FIXED
>
>
>
> **
>
> I find it quite useful when doing large data import tasks with modify all
> functions and all.  Why run all that traffic through the Mid-tier layer for
> an administrative function?
>
> Rick
>
> On Dec 26, 2015 5:02 AM, "JD Hood" <hood...@gmail.com> wrote:
>
> **
>
> Hi Doug,
>
>
>
> Perhaps BMC should investigate *why* folks are still clinging to the User
> Tool.
>
> What functionality does it provide that is missing in the web client?
> Identify it and where technically possible, add that functionality to the
> web client. Then the *need* (if not desire) for the User Tool will likely
> dissipate.
>
>
>
> For me, the main issue with the web client is ad-hoc reporting. To export
> a standard Remedy .arx file for most any ITSM form (or other form with a
> gazillion fields) is not feasible. That "arsystem" arx export functionality
> *desperately* needs an "add all fields" button to make it easier (humanly
> possible?) to move record(s) out of a given system for purposes of testing,
> development, personal backup, etc.
>
>
>
> But that's just my pet "missing User Tool feature" in the post version 8x
> world. I know others have voiced different "missing User Tool features"
> around these parts. BMC might want to look into it.
>
>
>
> Now, I haven't had an opportunity yet to see what v9x Mid Tier brings in
> this regard, so if BMC has now accounted for my pet issue, then as far as I
> am concerned... um... nevermind. :-)
>
>
>
> Thanks!
>
> -JDHood
>
>
>
>
>
> On Fri, Dec 25, 2015 at 9:32 PM, Mueller, Doug <doug_muel...@bmc.com>
> wrote:
>
> Everyone,
>
> Just to be clear here and reinforce some things that have been mentioned.
>
> One commitment we have is compatibility with our API/interfaces.  We want
> to be sure that if you have written a program to the system on any version
> of the server, that it will continue to work on future versions of the
> server.
>
> In this case, there was an api function -- Export specifically -- that had
> a problem with an export format in that it put a name in that format that
> was not able to be properly processed by an existing API program that used
> that operation.  This issue was corrected.
>
> Now, the fact that in this case the API program was the Windows User Tool
> is not the major issue.  It is an API program that st

Re: Something to be aware of - the User Tool cannot work with overlaid forms on a 9.0 server - FIXED

[JD Hood]

Hi Doug,

Perhaps BMC should investigate *why* folks are still clinging to the User
Tool.

What functionality does it provide that is missing in the web client?
Identify it and where technically possible, add that functionality to the
web client. Then the *need* (if not desire) for the User Tool will likely
dissipate.

For me, the main issue with the web client is ad-hoc reporting. To export a
standard Remedy .arx file for most any ITSM form (or other form with a
gazillion fields) is not feasible. That "arsystem" arx export functionality
*desperately* needs an "add all fields" button to make it easier (humanly
possible?) to move record(s) out of a given system for purposes of testing,
development, personal backup, etc.

But that's just my pet "missing User Tool feature" in the post version 8x
world. I know others have voiced different "missing User Tool features"
around these parts. BMC might want to look into it.

Now, I haven't had an opportunity yet to see what v9x Mid Tier brings in
this regard, so if BMC has now accounted for my pet issue, then as far as I
am concerned... um... nevermind. :-)

Thanks!
-JDHood


On Fri, Dec 25, 2015 at 9:32 PM, Mueller, Doug  wrote:

> Everyone,
>
> Just to be clear here and reinforce some things that have been mentioned.
>
> One commitment we have is compatibility with our API/interfaces.  We want
> to be sure that if you have written a program to the system on any version
> of the server, that it will continue to work on future versions of the
> server.
>
> In this case, there was an api function -- Export specifically -- that had
> a problem with an export format in that it put a name in that format that
> was not able to be properly processed by an existing API program that used
> that operation.  This issue was corrected.
>
> Now, the fact that in this case the API program was the Windows User Tool
> is not the major issue.  It is an API program that stopped working because
> of an issue with the API producing data in a compatible way so that the
> existing functionality of a tool would continue to work.  So, the server
> was corrected to maintain the compatibility of the API.
>
> You will find that we have always been committed to this compatibility.
> Occasionally, there is a miss somewhere -- as in this case -- and that miss
> is corrected.
>
> This commitment is important for anyone who wants to produce an
> integration or interaction with the system.  It means that as the server is
> upgraded, there is no requirement to change the integrations/executables as
> they should continue to work.  Generally, this is true.  It allows you to
> mix and match versions of executables, mid-tier, applications, and server.
>
> NOTE: There is no magic here.  The older executable does not suddenly
> inherit new functionality.  And, when you upgrade to using a new API, the
> program may need to be updated to react to changes in the API/interface.
> But, while continuing to use the older API for that program (even if other
> programs are using the newer API), you can continue without having to
> rebuilt right away.
>
> If you ever see an API incompatibility causing issues across versions,
> please let us know right away.
>
> Doug Mueller
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Saturday, December 19, 2015 12:55 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Something to be aware of - the User Tool cannot work with
> overlaid forms on a 9.0 server - FIXED
>
> Hi,
>
> I think it is great news.
>
> Note that they fixed the AR Server rather than the User Tool.
>
> This was clearly a bug on the server side, as the server did not comply to
> the way the older API worked. The client sends it's API-version along with
> the call to the server, and the server is supposed to talk back to the
> client with that same version of the API.
>
> I see very few who use ARUser.exe as main access to the AR Server
> nowadays, but to look at and add/change core/foundation data it is very
> useful.
>
> 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.
>
> > I was thinking the same thing. This is a dangerous precedent. Just as
> > people are finally accepting WUT is dead it gets some new life (not
> > that I am going to complain).
> >
> > Although thinking about it a little more... there are a number of
> > tools that BMC doesn't officially support but do maintain. Looks like
> > WUT might fall into this class now?
> >
> > On Fri, Dec 18, 2015, 12:48 AM Thomas Miskiewicz 
> wrote:
> >
> >> **
> >> Thanks for the update Mark. I 

Re: Serious flaw in BMC Remedy Licensing

[JD Hood]

Regardless of how BMC markets, advertises or how a sales person may present
them, I have always considered a "Floating-Write" license primarily as a
write license shareable by two or more non-concurrent users. I've never
considered them a concurrent read license with occasional non-concurrent
write permission.

Back in the day, (right or wrong) the sales folks would present these
licenses as "something for users working on different shifts or not likely
to login at the same time" and that is how I have always considered them.
If I had a limited number of floating licences and shared them at a high
ratio among concurrent users, I should reasonably expect to experience
"token unavailable" errors; HOWEVER, that may be acceptable to a given org
(for example, folks creating/modifying ARSystem or Web reports). If I have
support staff working tickets who need that "write" capability more
reliably, they either get a Fixed -or- I would share floats (example) 3:1
across 3 different work shifts.

What I'm not clear on is how could BMC have any say in whether I assign
floats at 2:1 or 10:1 if I so choose? If the organization can tolerate the
"token unavailable" errors, so be it. If not, then it is up to the org to
decide what changes to make whether that's buying more licenses or
reassigning licenses, users and/or schedules to reduce the number of
concurrent floating users to mitigate the issue.

Or did I completely misread the original poster's issue?


On Fri, Oct 30, 2015 at 9:29 PM, Mueller, Doug  wrote:

> Folks,
>
> First, at the start of the thread, there was no version of the product
> listed.  And, as Misi has called out, there was a flaw with how the
> overview console was constructed and working that would cause a license of
> the application to be grabbed just for opening the overview consol.  And,
> as Misi also called out, that flaw was corrected with the 8.1 release of
> the system so that opening just the overview console will not grab a
> token.  We decided that just looking at the list in the overview console
> should not be considered interaction with the application.
>
> Second, the system is constructed to obtain your token when you interact
> with the application (or system for an AR System license) to do work.  That
> is either read or write, it obtains your assigned token type.  So, if you
> OPEN an incident, you will indeed grab your incident token.
>
> So, I suspect that the issue from the original message is present because
> the version of the applications is pre 8.1 (if it is 8.1 or later, then
> have a conversation with support because just opening the overview console
> without opening a ticket from that console or opening up other forms in the
> application should not obtain a license from 8.1 and later).
>
> The behavior of floating licenses has been and remains if you do actual
> interaction with the application, you will obtain a token.
>
> I hope this helps,
>
> Doug Mueller
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Friday, October 30, 2015 3:17 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Serious flaw in BMC Remedy Licensing
>
> Hi,
>
> This might be considered a flaw, and if my information is correct it has
> been fixed in version 8.1.f I you use the OVERVIEW CONSOLE in 8.1.x it does
> NOT consume any application write licenses. This is something that I have
> read somewhere, and I have not tried to prove it myself. So Ryan, are you
> using a version prior to 8.1?
>
> In all other circumstances any access to data in a form will "grab" the
> write token id one is available. This has worked the same way since the
> beginning, and I personally started with version 1.1...
>
> If a license token is not available you will get a FLOATING READ, and will
> get an error first when you try to modify data.
>
> As for APPLICATION LICENSES they work the same way, but only "grab" the
> license token when you access form data in a form tagged for that specific
> applications. Some forms are tagged, and some are not tagged.
>
> 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.
>
> > Didn't think BMC wanted me to post this on their communities but we
> > have found what I would consider a serious flaw in the way that BMC
> > counts a license against a user.
> >
> > Here is the scenario:
> >
> > User A has been giving a FLOATING license for Incident.   User A has his
> IT
> > home page configured as overview console to display all INC's, CR's,
> > and TASKS assigned to his group.
> >
> > User A's support group has NO incidents assigned to it.
> >

Re: ranking data ars8.0(solaris)

[JD Hood]

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  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: Several custom fields disapeared from our CHG:Infrastructure Change form

[JD Hood]

Web client usually doesn't suddenly change from login to login, unless the
mid tier updates it's cache, so that's a head scratcher.

The thick client *can* respond to sudden changes... Can you see the tabs in
the thick client when using a Remedy Admin account? Perhaps the permissions
(tabs, workflow) need to be verified?

That's the first thing that comes to mind.

Good luck with it!
-JDHood

On Fri, Sep 11, 2015 at 11:15 AM, Gordon Frank  wrote:

> **
> All,
>
> I am working with CHG:Infrastructure Change with several custom Tabs added
> to the
>
> "z2PH ChangeInfo"  Page Holder.
>
> Everything in the Page Holder disappeared suddenly on both the web\MidTier
> client and Thick Client. This was not just the custom fields. The OOTB Tabs
> and fields disappeared as well.
>
> The contents can still be seen in Developers Studio.
>
> I'm at a loss for how this could have happened.
>
> Any ideas?
>
> --
>
>  [image: Crab]
> Gordon M. Frank
> ITIL V3 Foundation Certified
> Security + Certified
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Re: Turning off general ticket notifications from ITSM modules during a transaction..

[JD Hood]

Hi Joe,

I have not tried this, but the Run-If on
HPD:INC:NotificationGenerator_899_PNPC`!
is simply:
'z1D Notification Message Tag' != $NULL$

So the first thing I would try is building the workflow to monitor for your
conditions where a notification should *not* fire (on submit, modify,
whatever) and then make sure you $NULL$ 'z1D Notification Message Tag'
before execution order 899.

The first evaluation in your Run-If(s) should be 'z1D Notification Message
Tag' != $NULL$, which means a notification is about to fire. So your
Run-If(s) should be something along the lines of:
'z1D Notification Message Tag' != $NULL$ AND (any other field conditions
where you do *not* want notifications to fire).

Your one action would be a set fields mapping of:
'z1D Notification Message Tag' value of  $NULL$

This is the first thing that comes to mind if I needed to do this with
custom filters and avoid having to overlay  modify OOB filters.

Not sure how many conditions and use-cases you need to monitor for, but I
would try to have them all fire as close to execution order 899 as I could,
just to be sure.

Best of luck with it!
-JDHood




On Fri, Aug 21, 2015 at 9:51 AM, Joe D'Souza jdso...@shyle.net wrote:

 **

 Is that the only filter that controls ALL (customer, support, etc.)
 notifications?



 Joe


 --

 *From:* Mohammad Rehman [mailto:mareh...@gmail.com]
 *Sent:* Thursday, August 20, 2015 5:27 PM
 *To:* Remedy ARS
 *Cc:* arslist@arslist.org; jdso...@shyle.net
 *Subject:* Re: Turning off general ticket notifications from ITSM modules
 during a transaction..



 Joe,

 I have similar case customization on Incident notifications. With My
 requirements I had to create overlay on notification filters to add the
 value.
 But If you simply want to send notification yes / no then you will have to
 modify one filter to set the qualification your new notification field
 value.

 Here is what i have done. custom field notification along with selection
 values.

 Filter to add your notification field in qualifications
 HPD:INC:NotificationGenerator_899_PNPC`!
 -Mohammad

 On Thursday, August 20, 2015 at 12:41:18 PM UTC-7, Joe D'Souza wrote:

 **

 Is there a flag somewhere on the IM, CM, etc. modules that can be set
 during the transaction to not send out a notification, overriding the
 settings for notifications for that ticket? Due to the nature of one of my
 requirement, I would know if a notification must be or shouldn’t be sent
 only during update.



 The problem is I do want the OTB notifications to happen as they should,
 but I need the ability to programmatically turn it off for a certain
 transaction if it meets a particular criteria – a criteria that that mostly
 depends on custom fields that will be created.



 I would prefer not to touch the OTB filters / workflow that sends those
 notifications but rather override what is set by that workflow by setting a
 value into a OTB field that signals no notifications action for that
 particular transaction.



 Is there an OTB field that might be able to control that?



 Joe

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Re: Something to be aware of - the User Tool cannot work with overlaid forms on a 9.0 server.

[JD Hood]

My main use for the user tool for v8x versions is to export bulk data out
of the system into an arx file. If BMC would add both the Add All Fields
and Remove All Fields to the AR System .arx report type via the
webified report builder, I would no longer have a need for the thick client.

-JDHood

On Mon, Jun 15, 2015 at 6:47 AM, Walters, Mark mark_walt...@bmc.com wrote:

 **

 Knowledge Base article KA427109
 https://kb.bmc.com/infocenter/index?page=contentid=S:KA427109



 Some changes in the server in version 9.0 mean that the User Tool is
 unable to work with overlaid forms.  Searches, creates and modifies result
 in a 303 Form does not exist on server error as the client references the
 form name with the __o extension which the server does not recognise.



 Mark



 *Knowledge Article ID:*



 KA427109

 *Version:*



 0.1

 *Available To:*



 External

 *Status:*



 Unpublished

 *Updated:*



 06/15/2015





 *Problem*

 The Remedy User Tool client is unable to create records or perform
 searches when using overlaid forms from an ARS 9.0 server.  The form can be
 opened but any other operations result in an ARERR 303 Form does not exist
 on server error.

 *Solution*

  This is due to changes in the way overlays are stored in the 9.0
 metadata. The __o extension is no longer used but the .arf form definition
 which is exported by the server, and used by the User Tool, still includes
 it.  The client tries to use the form name from the .arf file when sending
 API calls to the server but the server does not recognise the name and
 returns the 303 error.

 A defect has been created to track this (SW00490959) but, as the User Tool
 is no longer supported, it is not clear whether this will be addressed.


--

 *Mark Walters*

 Lead Technical Support Analyst

 *Direct*



 +44 (0)118 921 8379







 E2

 Eskdale Road

 Winnersh, RG41 5TS

 UK

 [image: BMC Software|Bring IT to Life] http://www.bmc.com/




  BMC Software Limited Registered Office: Building E2, Eskdale Road,
 Winnersh, Wokingham, Berkshire, United Kingdom, RG41 5TS Registered in
 England No. 1927903 The content of this email is confidential. If you are
 not the addressee, you may not distribute, copy or disclose any part of it.
 If you receive this message in error, please delete this from your system
 and notify the sender immediately.
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Re: Remedy Test Plan

[JD Hood]

Paged through every Remedy/Atrium/ITSM Amigo related page I could find
and the only spreadsheet I saw was for sizing recommendations.

Like always with BMC docs, this spreadsheet is going to be as easy to find
as Bigfoot...

-JDHood


On Tue, Nov 25, 2014 at 11:00 AM, Carin Grobler remedy...@gmail.com wrote:

 **
 https://communities.bmc.com/docs/DOC-28417


 On Tue, Nov 25, 2014 at 9:57 AM, Rob Dudley duds1...@gmail.com wrote:

 **
 Claire/Scott -

 Can you post a link to this AMIGO program you're referring to?  I can't
 seem to find it within the Documentation section on BMC's site.

 Thanks,

 Rob D.

 On Tue, Nov 25, 2014 at 9:03 AM, LJ LongWing lj.longw...@gmail.com
 wrote:

 **
 Scott,
 Docs don't even require a login anymore, let alone a support contract...

 On Tue, Nov 25, 2014 at 6:44 AM, Scott Hallenger vadr...@yahoo.com
 wrote:

 **
 Cant get in there, my clients support expired and they will not renew...


   On Monday, November 24, 2014 2:31 PM, Sanford, Claire 
 claire.sanf...@memorialhermann.org wrote:


 Look at the AMIGO program in the DOCS section on BMC.  There is a great
 spreadsheet there that is basically your plan.

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
 Sent: Monday, November 24, 2014 10:54 AM
 To: arslist@ARSLIST.ORG
 Subject: Remedy Test Plan

 Would anyone be willing to share a remedy post migration/upgrade plan
 that they may have laying around. Any version from 7.1 on would be ok. Any
 info is better than no info. Thanks in advance my fellow listers..



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Re: Remedy Test Plan

[JD Hood]

Yep - I've looked at the files attached to KA404409 (and the other related
AMIGO pages) and there is nothing that looks like a post-upgrade test-plan
that could be used to UAT the out-of-the-box ITSM -- a test plan that
exercises the out-of-the-box modules to validate out-of-the-box
functionality.

Perhaps BMC took it down for some reason...

-JDHood

On Tue, Nov 25, 2014 at 12:48 PM, Carin Grobler remedy...@gmail.com wrote:

 **
 Look at KA404409
  there is templates attached

 On Tue, Nov 25, 2014 at 11:38 AM, Carin Grobler remedy...@gmail.com
 wrote:

 Are you doing a parallel upgrade or in place

 On Tue, Nov 25, 2014 at 10:59 AM, JD Hood hood...@gmail.com wrote:

 **
 Paged through every Remedy/Atrium/ITSM Amigo related page I could find
 and the only spreadsheet I saw was for sizing recommendations.

 Like always with BMC docs, this spreadsheet is going to be as easy to
 find as Bigfoot...

 -JDHood


 On Tue, Nov 25, 2014 at 11:00 AM, Carin Grobler remedy...@gmail.com
 wrote:

 **
 https://communities.bmc.com/docs/DOC-28417


 On Tue, Nov 25, 2014 at 9:57 AM, Rob Dudley duds1...@gmail.com wrote:

 **
 Claire/Scott -

 Can you post a link to this AMIGO program you're referring to?  I
 can't seem to find it within the Documentation section on BMC's site.

 Thanks,

 Rob D.

 On Tue, Nov 25, 2014 at 9:03 AM, LJ LongWing lj.longw...@gmail.com
 wrote:

 **
 Scott,
 Docs don't even require a login anymore, let alone a support
 contract...

 On Tue, Nov 25, 2014 at 6:44 AM, Scott Hallenger vadr...@yahoo.com
 wrote:

 **
 Cant get in there, my clients support expired and they will not
 renew...


   On Monday, November 24, 2014 2:31 PM, Sanford, Claire 
 claire.sanf...@memorialhermann.org wrote:


 Look at the AMIGO program in the DOCS section on BMC.  There is a
 great spreadsheet there that is basically your plan.

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
 Sent: Monday, November 24, 2014 10:54 AM
 To: arslist@ARSLIST.ORG
 Subject: Remedy Test Plan

 Would anyone be willing to share a remedy post migration/upgrade
 plan that they may have laying around. Any version from 7.1 on would be 
 ok.
 Any info is better than no info. Thanks in advance my fellow 
 listers..



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Re: Remedy Test Plan

[JD Hood]

OK -- I completely misread the original post by Scott Hallenger. I thought
he was looking for a UAT test plan... He was just looking for the upgrade
plan. My bad.

But if anyone knows if a BMC blessed UAT plan exists, strictly for OOB
functionality, that would be awesome too!

-JDHood

On Tue, Nov 25, 2014 at 1:39 PM, JD Hood hood...@gmail.com wrote:

 Yep - I've looked at the files attached to KA404409 (and the other
 related AMIGO pages) and there is nothing that looks like a post-upgrade
 test-plan that could be used to UAT the out-of-the-box ITSM -- a test plan
 that exercises the out-of-the-box modules to validate out-of-the-box
 functionality.

 Perhaps BMC took it down for some reason...

 -JDHood

 On Tue, Nov 25, 2014 at 12:48 PM, Carin Grobler remedy...@gmail.com
 wrote:

 **
 Look at KA404409
  there is templates attached

 On Tue, Nov 25, 2014 at 11:38 AM, Carin Grobler remedy...@gmail.com
 wrote:

 Are you doing a parallel upgrade or in place

 On Tue, Nov 25, 2014 at 10:59 AM, JD Hood hood...@gmail.com wrote:

 **
 Paged through every Remedy/Atrium/ITSM Amigo related page I could
 find and the only spreadsheet I saw was for sizing recommendations.

 Like always with BMC docs, this spreadsheet is going to be as easy to
 find as Bigfoot...

 -JDHood


 On Tue, Nov 25, 2014 at 11:00 AM, Carin Grobler remedy...@gmail.com
 wrote:

 **
 https://communities.bmc.com/docs/DOC-28417


 On Tue, Nov 25, 2014 at 9:57 AM, Rob Dudley duds1...@gmail.com
 wrote:

 **
 Claire/Scott -

 Can you post a link to this AMIGO program you're referring to?  I
 can't seem to find it within the Documentation section on BMC's site.

 Thanks,

 Rob D.

 On Tue, Nov 25, 2014 at 9:03 AM, LJ LongWing lj.longw...@gmail.com
 wrote:

 **
 Scott,
 Docs don't even require a login anymore, let alone a support
 contract...

 On Tue, Nov 25, 2014 at 6:44 AM, Scott Hallenger vadr...@yahoo.com
 wrote:

 **
 Cant get in there, my clients support expired and they will not
 renew...


   On Monday, November 24, 2014 2:31 PM, Sanford, Claire 
 claire.sanf...@memorialhermann.org wrote:


 Look at the AMIGO program in the DOCS section on BMC.  There is a
 great spreadsheet there that is basically your plan.

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
 Sent: Monday, November 24, 2014 10:54 AM
 To: arslist@ARSLIST.ORG
 Subject: Remedy Test Plan

 Would anyone be willing to share a remedy post migration/upgrade
 plan that they may have laying around. Any version from 7.1 on would 
 be ok.
 Any info is better than no info. Thanks in advance my fellow 
 listers..



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Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

[JD Hood]

The last thing I want to do is muddy the issue, but this rings a faint bell
about browser security.

It has been awhile and I can't recall the specifics, but maybe it will jog
someone else's memory. It was something about trying to open a file on a
local path that the browser (by default) viewed as malicious activity and
either did nothing, or 404'd as a result.

It may not be applicable, but just in case.

-JDHood

On Fri, Oct 10, 2014 at 1:30 PM, Sinclair, Keith ksincl...@shoppertrak.com
wrote:

 **

 Using the URL directly in Chrome does work, also in IE. However, trying to
 call it from an AL using the Perform…URL, etc. it doesn’t do anything.
 Driving me nuts…



 Logs still are showing that AL fired:



 ActiveLink Start:- ST:SI-OpenSiteOther | ST:SiteInformation/Default Admin
 View - Fri Oct 10 2014 12:25:25 PM ms 271

 True actions:

 action 0

 Run Process: PERFORM-ACTION-OPEN-URL \\pwfil01\Public\IT
 HD\DocTest\S80039514.pdf

 ActiveLink End:- ST:SI-OpenSiteOther | ST:SiteInformation/Default Admin
 View - Fri Oct 10 2014 12:25:25 PM ms 271

 EVENT End:- Button/Menu Field |  Site Other(536870948)  |
 ST:SiteInformation/Default Admin View   Fri Oct 10 2014 12:25:25 PM





 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
 *Sent:* Friday, October 10, 2014 11:56 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal
 network site



 **

 I just used the following url in chrome



 file://server/share/something.log



 if you try to specify the url in question, does it open manually?  What
 does the log show?



 On Fri, Oct 10, 2014 at 10:43 AM, Sinclair, Keith 
 ksincl...@shoppertrak.com wrote:

 **

 Never mind, I stand corrected. This will work in the client tool but I
 cannot get it to run in Chrome or IE10 for the life of me. IE10 does
 nothing. Chrome opens up a blank window. All browser settings have been
 reset back to stock and pop up blockers are completely off.



 *From:* Sinclair, Keith
 *Sent:* Friday, October 10, 2014 10:27 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site



 I agree with Fred, as well.



 Looks like the “file://” did the trick. I had forgotten that was an option
 for browsers. Now my battle is for the file location folder permissions as
 I tried it on a publicly accessible network directory/file and was able to
 open it, but not my original document.



 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *LJ
 LongWing
 *Sent:* Friday, October 10, 2014 9:00 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: PERFORM-ACTION-OPEN-URL to open internal network site



 **

 I agree with Fred



 On Fri, Oct 10, 2014 at 7:54 AM, Sinclair, Keith 
 ksincl...@shoppertrak.com wrote:

 **

 So, I have a button that fires an AL with Run Process:
 PERFORM-ACTION-OPEN-URL \\NETWORK\Public\Site Management\Site
 Documents\$Site ID$.pdf.



 When I click on the button, nothing happens. The AL does fire, according
 to the logs.



 If I change the OPEN-URL to http://www.msn.com, it works. The button
 opens up MSN in a new browser window.



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
 *Sent:* Friday, October 10, 2014 8:45 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: PERFORM-ACTION-OPEN-URL to open internal network site



 **

 Keith,

 We would need a bit more information, such as 'What happens' when you
 trythere should be no difference between an external and an internal
 web/document, as long as you are using the properly formatted url.



 Have you run logs, what do they show.



 On Fri, Oct 10, 2014 at 7:42 AM, Sinclair, Keith 
 ksincl...@shoppertrak.com wrote:

 **

 Is there a way to open an internal document via the
 PERFORM-ACTION-OPEN-URL command? I have used this in the past and it worked
 but now I cannot get it to open a URL unless it’s an external website. If I
 try to open an internal link, the link appears to do nothing. Essentially,
 I am trying to achieve a link to a dynamic document repository. If there’s
 another way to do it, then I am all ears. I’ve tried multiple browsers but
 with the same results.



 Stuff:

 ARS 8.1

 MT 8.1

 Linux/Oracle backend.





 Thanks,



 *Keith Sinclair*

 *Remedy Development*

 *ShopperTrak  Chicago USA*

 O:  312.676.8289 |  M:  630.946.4744

 *ksincl...@shoppertrak.com ksincl...@shoppertrak.com* | @shoppertrak

 www.shoppertrak.com



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Re: Server side filter log not getting captured!

[JD Hood]

Did you check the basics yet?

Verify disk space and file permissions to the log file path on the ARS
server.
Make sure the  user/group that runs the ARS Service can read/write to
that path.

Thanks,
-JDHood

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Re: Resolved Tickets

[JD Hood]

...Thus, thinking to have a super button called reborn to allow
super-admin to rollback , only the status, to 1-step before closed status,
likely pending or wip.  I knew it is evil, but... Any good suggestion,
except open a new ticket. ..

Well, when set to resolved, a timer initiates that will cause the system to
automatically close the ticket after a number of days that you can
configure (5, 10, 15, whatever # of days).

In the meantime, the customer is sent a notification that the ticket is
resolved and they should confirm the resolution. You can even add to the
notification that the ticket will auto-close in x days to *remind* the
customer.

If they DO contact you within the time period and say the problem persists,
then you can re-open from resolved (as it hasn't auto-closed yet).

If they do not recontact you within the time period, the system
automatically closes the ticket and you don't have resolved tickets
sitting around forever.

If they contact you after the resolved time limit expired and the ticket
was auto-closed, then they *truly* need to open a new ticket. This should
not be an issue as the new ticket can be related to the original and/or
even *created* from the original.

All of the above is available OUT OF THE BOX without any
Dev-Studio/Development customization required, in the current version of
Remedy ITSM.

The alternative is that you have tickets sitting around in a resolved state
potentially forever, forgotten and buried wy down in the results lists
of years gone by.

Besides, if there are more than x days between occurrences with no issues
in between, is it truly the same incident or a (wholly separate, or
recurring, or related) incident? Maybe it is, or maybe it isn't... I'm not
sure of your situation...

At some point, the business should be able to declare a ticket closed.
Period. Fini. Done. I see no compelling business reason to re-open a
closed ticket when you can leave them in resolved with ample
opportunity for the customer to confirm and re-open within a *reasonable*
amount of time.

So, given all of the above, can you share the reason why your customer
*must* be allowed to re-open a closed ticket?

Thanks!
-JDHood


On Thu, Sep 11, 2014 at 11:41 AM, Omega LiPO omegal...@gmail.com wrote:

 **
 Agreed, resolved:yes, closed:no.
 But... My client workflow, don't have resolved status.

 Thus, thinking to have a super button called reborn to allow super-admin
 to rollback , only the status, to 1-step before closed status, likely
 pending or wip.

 I knew it is evil, but... Any good suggestion, except open a new ticket.

 Many thanks, and sorry for shifting the original question.

 --
 From: Rick Westbrock rwestbr...@24hourfit.com
 Sent: ‎11/‎9/‎2014 23:30

 To: arslist@ARSLIST.ORG
 Subject: Re: Resolved Tickets

 **

 I believe that you must open a new ticket and related it to the closed
 ticket. That helps build a history and provides impetus to possibly create
 a Problem record.



 I assume that you plan on re-opening the ticket by exporting to an ARX
 file, massaging the data and importing back into the system but I can’t
 tell you what side-effects that might cause.





 -Rick



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Omega LiPO
 *Sent:* Thursday, September 11, 2014 8:02 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Resolved Tickets



 **

 What-if re-open a closed ticket insisted by customer as the symbol
 re-occurred.

 A bit of from the headline. Any suggested on rollback the status. Or any
 gotcha?

 Please be advised, many thanks
 // Omega LiPO
  --

 *From: *Rick Cook remedyr...@gmail.com
 *Sent: *‎11/‎9/‎2014 21:47
 *To: *arslist@ARSLIST.ORG
 *Subject: *Re: Resolved Tickets

 **

 Yes.


   Rick Cook



 On Thu, Sep 11, 2014 at 6:36 AM, Roger Nall arslist.n...@gmail.com
 wrote:

 **

 For all of you working with ITSM Remedy, can a Resolved ticket be
 re-opened?



 Thanks,



 Roger A Nall

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Re: issue with mssql connections

[JD Hood]

I've learned to watch for the installer to seemingly stall at the point
where it does that restart. If it does stall, I immediately head to the
ar.cfg to see if the DB host values (Sybase-Server-Name: or similar?) are
correct and if not, edit them with notepad to get it going again. It is a
bit forgiving since the restart will keep trying to connect to the DB for a
loong time (not sure how long or how many attempts), but as soon as I
save the file, it seems to pick it up and continue on the next attempt.

The cause could be self-inflicted, as in -- the customer initially gives me
DB info without specifying the port and I try 1433 to start, only to have
the DBA later say, Oh yeah, I changed the port to (blah) Then it
seems the installer config file may on some occasions appear to stubbornly
keep referencing the initial incorrect value or something (I'm not sure
exactly what/why).

I've also been given DB hosts that, during the install, I find they can't
be resolved in DNS and I have to edit the hosts file mid-install to get the
DB to ping by hostname. I usually do check that before install, but
sometimes you work with folks who seem quite competent and the last thing
you expect is that they stand up a DB server and for whatever reason, they
don't mention that they either forgot or intentionally didn't create a DNS
entry for it. Weirder things have happened...

Best of luck and I hope you get it figured out!
-JDHood



On Sat, Jun 7, 2014 at 5:43 PM, Zandi remedy...@gmail.com wrote:

 **
 Weird.  I have several servers in one case I could make it work with.
  Host name,700
 In the ar.conf.  Never seen that one before.  Lol
 But the ones that were patched and then unmatched we cannot get to work

 Sent from my iPhone

 On Jun 7, 2014, at 3:00 PM, JD Hood hood...@gmail.com wrote:

 **
 Have you tried editing the ar.cfg manually? I've edited it in the middle
 of an active install to get around this.

 Good Luck!!
 -JDHood


 On Sat, Jun 7, 2014 at 11:22 AM, patrick zandi remedy...@gmail.com
 wrote:

 **
 ENV  2008 r2 64 bit server
 Server is VM  with ARS 8.1.01.001 actively running fine against a MSSQL
 cluster.

 All of a sudden all systems stopped working

 so we tried a fresh install, and now (after if was working for months) a
 bug/error where during the install it creates the instance on the cluster
 using a unique port 700 lets say, and then it restarts the ARS application
 and starts connecting to 1433 ?
 What in the World --- support is almost non resistant.  I opened a
 Critical ticket but is is being thrown under the bus.

 Any Idea's

 Question:  BMC Does not even reference using the mssql client... and is
 there a way to tell the application to use the client, just wondering.

 --
 Patrick Zandi
 _ARSlist: Where the Answers Are and have been for 20 years_


 _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: issue with mssql connections

[JD Hood]

Have you tried editing the ar.cfg manually? I've edited it in the middle of
an active install to get around this.

Good Luck!!
-JDHood


On Sat, Jun 7, 2014 at 11:22 AM, patrick zandi remedy...@gmail.com wrote:

 **
 ENV  2008 r2 64 bit server
 Server is VM  with ARS 8.1.01.001 actively running fine against a MSSQL
 cluster.

 All of a sudden all systems stopped working

 so we tried a fresh install, and now (after if was working for months) a
 bug/error where during the install it creates the instance on the cluster
 using a unique port 700 lets say, and then it restarts the ARS application
 and starts connecting to 1433 ?
 What in the World --- support is almost non resistant.  I opened a
 Critical ticket but is is being thrown under the bus.

 Any Idea's

 Question:  BMC Does not even reference using the mssql client... and is
 there a way to tell the application to use the client, just wondering.

 --
 Patrick Zandi
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: Remedy Developer Performance Metrics

[JD Hood]

The thought of trying to measure something as fungible as development --
given that there is usually more than nine way to skin a cat in Remedy --
tends to make me believe the idea stems from a manager with far too much
time on their hands.

And as far as measuring development, I would think you would have to give
excruciatingly exact development tasks to each of your developers (and why
would you do that?) in order to collect meaningful metrics. Off the top of
my head, presuming you could come up with requirements so finely detailed
that there was only a single way to develop them, you could perhaps use
this as part of a job-applicant screening process -or- perhaps as part of
the employee's annual review. But if the devs have to take a test as part
of their annual review, I would think it only fair that the managers have
to take a test as well, one designed by the developers.

But as a production development measurement process, how would even a
fairly general measurement be meaningful if during the measurement
period, developer A mostly just added/repositioned/edited text fields
with minimal workflow and developer B worked on a robust, non-ITSM,
bespoke application?

I would think you would also need a measurement system for (including, but
not limited to):
- The individual staff members contributing/defining requirements
- The quality/completeness/ambiguity of the requirements gathered/documented
- Any changes along the way
- The over/under/confusion-injecting involvement of non-technical
stake-holders and managers.

Given those measurements, along with the developers metrics, I would think
the outcome would quite often recommend reassigning the metrics seeking
micro-manager(s) to somewhere they can't do as much damage...

Now, I'm not an anti-management rebel as the above may suggest - I rely on
and have worked with darned good managers and continue to do so today.
However,  over the years I've worked with lots of managers good and bad,
both with my employers and customers. So when I hear someone say that they
are looking for a way to measure development or capture development
metrics, I don't see how you could get **meaningful** metrics simply
because development efforts are rarely identical enough to compare one to
the next fairly (individual scale or project scale). It strikes me as an
exercise in futility -- or better yet, gathering metrics for the sake of
gathering metrics. Again, as if the idea stems from a manager with far too
much time on their hands who sees a new excel spreadsheet full of raw
numbers like a Rubik's Cube: something fun to fiddle with.

My point of view on this stems from my personal experience where I've
worked with folks who use the ITIL measurement philosophy as something to
hide behind in order to measure waay too much just because they can and
not necessarily because there is a clear *business-need*.

I would wager that you would realize far better productivity, along with a
substantial boost in morale, if you were to just get rid of the manager who
suggested the idea in the first place. For if that manager seriously
suggested this idea, who knows what other great ideas he has inflicted on
the organization?

Note: This is merely my stinky personal opinion -and- opinions will likely
vary...
-JDHood




On Thu, Jun 5, 2014 at 4:31 AM, Theo Fondse theo.fon...@gmail.com wrote:

 **

 Hi Charlie!

 Although I have grown over the past few years to fully agree with LJ on
 this subject, I can also understand the need for metrics to have something
 to go by to know if our performance is on-par or not.
 Sadly, measurements in the LOC style no longer give a true picture of
 actual performance especially in terms of Remedy development.
 The company I am currently working for has a 100% custom Remedy solution,
 and are measuring performance based on number of requests closed per day
 irrespective of workflow object count (but they include all types of
 incidents, problems and change requests in this figure).
 In my opinion, this is a better performance metric than pure LOC count,
 but is also flawed because some types of requests are quicker and easier to
 close than others.

 Shawn Pierson nailed it very well in his mail, if the purpose of the
 exercise is to determine the quality of a Remedy developer or to guide
 decisions around which questions your metrics should answer if you want
 your company to keep the Remedy developer that will truly be most
 beneficial to keep when the time comes to make those hard decisions.

 Dave Shellman also pointed out the efficiency of code argument.
 I would like to add to what he said by pointing out that the better Remedy
 Developer will:
  1) Add config data to the system to configure it to do something rather
 than write superfluous/duplicate code.
  2) Pre-allocate field ID's and share Filters/Active Links between
 multiple forms.
 These effectively lowers your LOC count and therefore LOC count does not
 paint a true picture of quality or 

Re: Remedy Developer Performance Metrics

[JD Hood]

Hmmm... If the bugs could be traced to a given developers competency rather
than due to conflicting or poor reqs and/or otherwise unintended
consequences of the reqs, you are likely on to something...

But shouldn't we already be capturing something along those lines from the
root causes identified in test-outputs and/or incident/problem/change mgmt?
If it is reasonably clear that a given dev team member keeps causing
avoidable problems, I would bet the entire dev team and their managers are
painfully aware of it sooner or later, and probably well before the metrics
would get around to pointing it out.

So, you have a good point, but consider that accurate root-cause analysis
and all the effort that entails is needed to pin the tail on the
developer, rather than something else. Also consider how often a
seemingly simple requirement can result in two slight differently
interpretations that are not recognized until a defect is registered due
to an otherwise valid but inaccurate interpretation. For example, the
interpretation of a stake-holder several levels removed from the dev and
the dev who was handed a brief 6-bullet-point power-point presentation as
the requirement (overly simplistic, but I've experienced that and worse -
I'm likely not alone).

In the end, I think regardless of how you measure development efforts, you
will eventually have to figure out how to deal with the subjectivity that
will likely be encountered when interpreting the metrics. Figure that out,
and you may have a million dollar app!!

For what it's worth, I believe you get the best results from growing your
own dev's. Everyone has to start somewhere and (I think) pairing a new dev
with an experienced, proven mentor on the team would be a far, far better
investment of time  materials than trying to capture  interpret metrics
based on tasks of varying comparability. That mentor would be in the best
position to advise, guide and judge if there are show-stopping problems
with the new dev.

Note: This is merely my stinky personal opinion -and- opinions will likely
vary...
-JDHood




On Thu, Jun 5, 2014 at 10:23 AM, Roney Samuel Varghese. ronzr...@gmail.com
wrote:

 **
 A good start for metrics could be the number of bugs/issues raised against
 a development effort and the number of occurrences of the same behavior
 over a period of time.

 Regards,
 Roney Samuel Varghese.
 Sent from my iPhone

 On Jun 5, 2014, at 8:50 AM, JD Hood hood...@gmail.com wrote:

 **
 The thought of trying to measure something as fungible as development --
 given that there is usually more than nine way to skin a cat in Remedy --
 tends to make me believe the idea stems from a manager with far too much
 time on their hands.

 And as far as measuring development, I would think you would have to give
 excruciatingly exact development tasks to each of your developers (and why
 would you do that?) in order to collect meaningful metrics. Off the top of
 my head, presuming you could come up with requirements so finely detailed
 that there was only a single way to develop them, you could perhaps use
 this as part of a job-applicant screening process -or- perhaps as part of
 the employee's annual review. But if the devs have to take a test as part
 of their annual review, I would think it only fair that the managers have
 to take a test as well, one designed by the developers.

 But as a production development measurement process, how would even a
 fairly general measurement be meaningful if during the measurement
 period, developer A mostly just added/repositioned/edited text fields
 with minimal workflow and developer B worked on a robust, non-ITSM,
 bespoke application?

 I would think you would also need a measurement system for (including, but
 not limited to):
 - The individual staff members contributing/defining requirements
 - The quality/completeness/ambiguity of the requirements
 gathered/documented
 - Any changes along the way
 - The over/under/confusion-injecting involvement of non-technical
 stake-holders and managers.

 Given those measurements, along with the developers metrics, I would think
 the outcome would quite often recommend reassigning the metrics seeking
 micro-manager(s) to somewhere they can't do as much damage...

 Now, I'm not an anti-management rebel as the above may suggest - I rely on
 and have worked with darned good managers and continue to do so today.
 However,  over the years I've worked with lots of managers good and bad,
 both with my employers and customers. So when I hear someone say that they
 are looking for a way to measure development or capture development
 metrics, I don't see how you could get **meaningful** metrics simply
 because development efforts are rarely identical enough to compare one to
 the next fairly (individual scale or project scale). It strikes me as an
 exercise in futility -- or better yet, gathering metrics for the sake of
 gathering metrics. Again, as if the idea stems from a manager with far too

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

[JD Hood]

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

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

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

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

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


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

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

Thanks,
JDHood



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

 **

 Yes …



 I have tried this so far:



 1.Remove/reinstall

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

 3.   Reinstall to different directory.



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



 Sean



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



 **

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





 Ken.



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



 **

 Sean,

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



 On Fri, Dec 13, 2013 at 7:22 AM, Garrison, Sean (Norcross) 
 sean.garri...@fiserv.com wrote:

 **

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



 Thanks,



 Sean





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



 **

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



 On Fri, Dec 13, 2013 at 6:58 AM, Garrison, Sean (Norcross) 
 sean.garri...@fiserv.com wrote:

 **

 I’m installing developer studio 7.5 patch 8.



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



 java.version=1.6.0_45

 java.vendor=Sun Microsystems Inc.

 BootLoader constants: OS=win32, ARCH=x86, WS=win32, NL=en_US

 Command-line arguments:  -os win32 -ws win32 -arch x86



 !ENTRY org.eclipse.osgi 4 0 2013-12-13 08:49:02.387

 !MESSAGE An error occurred while automatically activating bundle
 com.bmc.arsys.studio.api (6).

 !STACK 0

 org.osgi.framework.BundleException: The activator
 com.bmc.arsys.studio.api.Activator for bundle com.bmc.arsys.studio.api is
 invalid

 at
 org.eclipse.osgi.framework.internal.core.AbstractBundle.loadBundleActivator(AbstractBundle.java:146)

 at
 org.eclipse.osgi.framework.internal.core.BundleContextImpl.start(BundleContextImpl.java:980)

 at
 org.eclipse.osgi.framework.internal.core.BundleHost.startWorker(BundleHost.java:346)

 at
 org.eclipse.osgi.framework.internal.core.AbstractBundle.start(AbstractBundle.java:265)

 at
 org.eclipse.osgi.framework.util.SecureAction.start(SecureAction.java:400)

 .

 .

 .

 .

 at java.lang.reflect.Method.invoke(Method.java:597)

 at
 org.eclipse.equinox.launcher.Main.invokeFramework(Main.java:549)

 at
 org.eclipse.equinox.launcher.Main.basicRun(Main.java:504)

   

Re: How can I change Current Host Id for AR System?

[JD Hood]

If you are in a virtual environment, I've seen where the image used to
create the VM can result in multiple VM's with the same HostID in the
Remedy license GUI...

If Windows based, there are options to generate and/or assign a unique MAC
address. You'll need to check your VM host documentation or the VM
sys-admins on how it's done.

If Solaris zone based virtual environment (and my experience is in v11.1),
the host ID can be changed to whatever you want with a command on the
Global zone.

Apologies that I don't have the doc references handy.

-JDHood


On Tue, Nov 19, 2013 at 11:54 PM, Andrey Blednykh blednyk...@mail.ruwrote:

 **
 How can I change Current Host Id for AR System?

 Andrey.

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

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Re: Email engine Issues in v8.1

[JD Hood]

There were no trailing spaces in any of the JVM option registry
entries, but there are plenty within it (the path includes BMC
Software). But then again, the working 8.0 email service references
that path too...

But I'll keep that in mind for the future.

Thanks,
-JDHood



On Tue, Apr 2, 2013 at 4:48 PM, John Baker
jba...@javasystemsolutions.com wrote:
 JD

 I've had a thought. If there's a space at the end of a JVM option, id -Da=b
  (without the double quotes) in the configuration tool, the JVM may do what
 you witnessed. I recall something similar when recording a JSS video.

 I see you've given up and used v8, but thought I'd share this for
 completeness.


 John

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Re: Email engine Issues in v8.1

[JD Hood]

I've since tried 64-bit  32-bit JVM paths - no luck
I've tried adding all involved paths to the windows PATH statement - no luck
I've tried adding an LD_LIBRARY_PATH env-var with all the library paths -
no luck
I've tried copying all the libraries/jars into the \AREmail directory - no
luck
I've tried running the service as a variety of users from local to domain
admin - no luck
I've compared the service registry entries to a known good working system -
can't spot a difference other than server names and paths

The command-line email engine runs just fine with a different set of
libraries in the **same paths** (I've compared these to a known-good system
and it's normal) and it runs as the currently logged-in local admin
account.

The service, set to run as the same local admin account, fails to start-up
enough to write to a log. If the windows event log is to be trusted, it
seems to indicate the JVM didn't start because it couldn't find a file in
the LoadLibrary statement.

I am well and truly stumped!

At this point, I'm wondering about the differences between running as a
service vs command line and if some group-policy or other security setting
is causing the issue. If I ever stumble across the resolution, I'll post it.

Thanks for the suggestions,
-JDHood



On Mon, Apr 1, 2013 at 7:14 PM, Thad Esser thad.es...@gmail.com wrote:

 **
 Yeah, I was really happy when I found that tool suite.  Process Explorer
 is nice (similar to top) and TCPView (netstat) too.

 Thad


 On Mon, Apr 1, 2013 at 3:58 PM, John Sundberg 
 john.sundb...@kineticdata.com wrote:

 **
 Great tool Thad…

 I used to use something like that in the Linux world all the time -- you
 would see a program try to read a file -- then die right after that -- but
 never give a good message.

 Then -- you would change the permissions - so it could see the file -
 then bingo - it works.

 I did not know such a Window util existed.

 Thanks,

 -John



 On Mon, Apr 1, 2013 at 5:36 PM, Thad Esser thad.es...@gmail.com wrote:

 **
 I used the Sysinternals Process Monitor (
 http://technet.microsoft.com/en-us/sysinternals/bb896645) utility to
 watch what was happening during the service startup.  That let me see that
 it was searching for a particular file (mscvr100.dll)  in a bunch of
 folders.  It just so happened that the list of folders was the exact same
 list in the Path environment variable, in the same order.  That *.dll is
 part of the java install and is located in the bin folder.  Adding the bin
 folder to the Path was really all it was.  At any rate, it sounds like you
 are up against something different, so I wanted to suggest taking a look at
 Process Monitor to see if that helped.

 Thad


 On Mon, Apr 1, 2013 at 1:43 PM, JD Hood hood...@gmail.com wrote:

 **
 I'll check it again, but I've gone through all the (even semi-related)
 KB entries. I loaded the path up with the java \bin, \lib and \aremail
 paths for good measure as one of my troubleshooting steps, checked
 permissions, re-installed java, removed  re-added the service, used
 several different users and service accounts, and on and on.  As soon as I
 regain connectivity, I'm going to try setting the LD_LIBRARY_PATH manually
 and see if that does the trick.

 Thanks,
 -JDHood


 On Mon, Apr 1, 2013 at 4:21 PM, Thad Esser thad.es...@gmail.comwrote:

 **
 JD,

 I had this exact same issue, you'll probably find that flashboards
 isn't starting up either.  The issue was that the java bin directory was
 not added to the PATH environment variable.  BMC Support insisted that the
 java install would do that, but it didn't happen in any of my 
 environments.
  Once I added that to the PATH variable, all was good.  The reason that it
 works from the command line is that the batch file sets the path.

 Hope that helps,
 Thad


 On Mon, Apr 1, 2013 at 12:51 PM, JD Hood hood...@gmail.com wrote:

 **
 All,

 Environment: v8.1 ARS/ITSM on Windows

 Has anyone encountered a situation where outbound email is configured
 for simple, unassuming, plain-jane SMTP (no user or pass needed) and the
 email service (installed out of the box) will not start?

 I've tried setting the service to run as a domain user account
 (permissioned for MAPI), a local admin account and as a domain admin
 account. It still won't start.

 The weird part: I can switch to command line mode and it works just
 fine with the same outbound settings. From the command line, it 
 starts-up,
 stays-up and happily processes mail until you stop it.

 Logging:
 No email logs or java logs are produced when you try to start the
 service. I don't think it gets far enough to even start a log.

 Windows event Application logs shows three events with the following
 info:
 1. BMC Remedy Email Engine - MyServerName
 2. Could not load the Java Virtual Machine
 3. LoadLibrary The system cannot find the file specified

 I've checked the registry entries for the service and compared it to
 the java paths used with the command line batch file

Re: Email engine Issues in v8.1

[JD Hood]

I wish it was just that simple...

I've been living in that registry key for the past few work days... It's
the same exact path (copied and pasted) from the  batch file.


On Tue, Apr 2, 2013 at 9:06 AM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 JD,
 If you check in the registry you will find all of the parameters that are
 utilized by the service when running as a service vs running via the
 command line, you may find your answer in the java path in the registry.


 On Tue, Apr 2, 2013 at 6:58 AM, JD Hood hood...@gmail.com wrote:

 **
 I've since tried 64-bit  32-bit JVM paths - no luck
 I've tried adding all involved paths to the windows PATH statement - no
 luck
 I've tried adding an LD_LIBRARY_PATH env-var with all the library paths -
 no luck
 I've tried copying all the libraries/jars into the \AREmail directory -
 no luck
 I've tried running the service as a variety of users from local to domain
 admin - no luck
 I've compared the service registry entries to a known good working system
 - can't spot a difference other than server names and paths

 The command-line email engine runs just fine with a different set of
 libraries in the **same paths** (I've compared these to a known-good system
 and it's normal) and it runs as the currently logged-in local admin
 account.

 The service, set to run as the same local admin account, fails to
 start-up enough to write to a log. If the windows event log is to be
 trusted, it seems to indicate the JVM didn't start because it couldn't find
 a file in the LoadLibrary statement.

 I am well and truly stumped!

 At this point, I'm wondering about the differences between running as a
 service vs command line and if some group-policy or other security setting
 is causing the issue. If I ever stumble across the resolution, I'll post it.

 Thanks for the suggestions,
 -JDHood



 On Mon, Apr 1, 2013 at 7:14 PM, Thad Esser thad.es...@gmail.com wrote:

 **
 Yeah, I was really happy when I found that tool suite.  Process Explorer
 is nice (similar to top) and TCPView (netstat) too.

 Thad


 On Mon, Apr 1, 2013 at 3:58 PM, John Sundberg 
 john.sundb...@kineticdata.com wrote:

 **
 Great tool Thad…

 I used to use something like that in the Linux world all the time --
 you would see a program try to read a file -- then die right after that --
 but never give a good message.

 Then -- you would change the permissions - so it could see the file -
 then bingo - it works.

 I did not know such a Window util existed.

 Thanks,

 -John



 On Mon, Apr 1, 2013 at 5:36 PM, Thad Esser thad.es...@gmail.comwrote:

 **
 I used the Sysinternals Process Monitor (
 http://technet.microsoft.com/en-us/sysinternals/bb896645) utility to
 watch what was happening during the service startup.  That let me see that
 it was searching for a particular file (mscvr100.dll)  in a bunch of
 folders.  It just so happened that the list of folders was the exact same
 list in the Path environment variable, in the same order.  That *.dll is
 part of the java install and is located in the bin folder.  Adding the bin
 folder to the Path was really all it was.  At any rate, it sounds like you
 are up against something different, so I wanted to suggest taking a look 
 at
 Process Monitor to see if that helped.

 Thad


 On Mon, Apr 1, 2013 at 1:43 PM, JD Hood hood...@gmail.com wrote:

 **
 I'll check it again, but I've gone through all the (even
 semi-related) KB entries. I loaded the path up with the java \bin, \lib 
 and
 \aremail paths for good measure as one of my troubleshooting steps, 
 checked
 permissions, re-installed java, removed  re-added the service, used
 several different users and service accounts, and on and on.  As soon as 
 I
 regain connectivity, I'm going to try setting the LD_LIBRARY_PATH 
 manually
 and see if that does the trick.

 Thanks,
 -JDHood


 On Mon, Apr 1, 2013 at 4:21 PM, Thad Esser thad.es...@gmail.comwrote:

 **
 JD,

 I had this exact same issue, you'll probably find that flashboards
 isn't starting up either.  The issue was that the java bin directory was
 not added to the PATH environment variable.  BMC Support insisted that 
 the
 java install would do that, but it didn't happen in any of my 
 environments.
  Once I added that to the PATH variable, all was good.  The reason that 
 it
 works from the command line is that the batch file sets the path.

 Hope that helps,
 Thad


 On Mon, Apr 1, 2013 at 12:51 PM, JD Hood hood...@gmail.com wrote:

 **
 All,

 Environment: v8.1 ARS/ITSM on Windows

 Has anyone encountered a situation where outbound email is
 configured for simple, unassuming, plain-jane SMTP (no user or pass 
 needed)
 and the email service (installed out of the box) will not start?

 I've tried setting the service to run as a domain user account
 (permissioned for MAPI), a local admin account and as a domain admin
 account. It still won't start.

 The weird part: I can switch to command line mode and it works just
 fine with the same outbound settings

Re: Email engine Issues in v8.1

[JD Hood]

To be clear -- Except the batch file's path reference stops at \bin and the
registry key goes all the way down to the jvm.dll. That's the only
difference.

Thanks,
-JDHood


On Tue, Apr 2, 2013 at 9:24 AM, JD Hood hood...@gmail.com wrote:

 I wish it was just that simple...

 I've been living in that registry key for the past few work days... It's
 the same exact path (copied and pasted) from the  batch file.


 On Tue, Apr 2, 2013 at 9:06 AM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 JD,
 If you check in the registry you will find all of the parameters that are
 utilized by the service when running as a service vs running via the
 command line, you may find your answer in the java path in the registry.


 On Tue, Apr 2, 2013 at 6:58 AM, JD Hood hood...@gmail.com wrote:

 **
 I've since tried 64-bit  32-bit JVM paths - no luck
 I've tried adding all involved paths to the windows PATH statement - no
 luck
 I've tried adding an LD_LIBRARY_PATH env-var with all the library paths
 - no luck
 I've tried copying all the libraries/jars into the \AREmail directory -
 no luck
 I've tried running the service as a variety of users from local to
 domain admin - no luck
 I've compared the service registry entries to a known good working
 system - can't spot a difference other than server names and paths

 The command-line email engine runs just fine with a different set of
 libraries in the **same paths** (I've compared these to a known-good system
 and it's normal) and it runs as the currently logged-in local admin
 account.

 The service, set to run as the same local admin account, fails to
 start-up enough to write to a log. If the windows event log is to be
 trusted, it seems to indicate the JVM didn't start because it couldn't find
 a file in the LoadLibrary statement.

 I am well and truly stumped!

 At this point, I'm wondering about the differences between running as a
 service vs command line and if some group-policy or other security setting
 is causing the issue. If I ever stumble across the resolution, I'll post it.

 Thanks for the suggestions,
 -JDHood



 On Mon, Apr 1, 2013 at 7:14 PM, Thad Esser thad.es...@gmail.com wrote:

 **
 Yeah, I was really happy when I found that tool suite.  Process
 Explorer is nice (similar to top) and TCPView (netstat) too.

 Thad


 On Mon, Apr 1, 2013 at 3:58 PM, John Sundberg 
 john.sundb...@kineticdata.com wrote:

 **
 Great tool Thad…

 I used to use something like that in the Linux world all the time --
 you would see a program try to read a file -- then die right after that --
 but never give a good message.

 Then -- you would change the permissions - so it could see the file -
 then bingo - it works.

 I did not know such a Window util existed.

 Thanks,

 -John



 On Mon, Apr 1, 2013 at 5:36 PM, Thad Esser thad.es...@gmail.comwrote:

 **
 I used the Sysinternals Process Monitor (
 http://technet.microsoft.com/en-us/sysinternals/bb896645) utility to
 watch what was happening during the service startup.  That let me see 
 that
 it was searching for a particular file (mscvr100.dll)  in a bunch of
 folders.  It just so happened that the list of folders was the exact same
 list in the Path environment variable, in the same order.  That *.dll 
 is
 part of the java install and is located in the bin folder.  Adding the 
 bin
 folder to the Path was really all it was.  At any rate, it sounds like 
 you
 are up against something different, so I wanted to suggest taking a look 
 at
 Process Monitor to see if that helped.

 Thad


 On Mon, Apr 1, 2013 at 1:43 PM, JD Hood hood...@gmail.com wrote:

 **
 I'll check it again, but I've gone through all the (even
 semi-related) KB entries. I loaded the path up with the java \bin, \lib 
 and
 \aremail paths for good measure as one of my troubleshooting steps, 
 checked
 permissions, re-installed java, removed  re-added the service, used
 several different users and service accounts, and on and on.  As soon 
 as I
 regain connectivity, I'm going to try setting the LD_LIBRARY_PATH 
 manually
 and see if that does the trick.

 Thanks,
 -JDHood


 On Mon, Apr 1, 2013 at 4:21 PM, Thad Esser thad.es...@gmail.comwrote:

 **
 JD,

 I had this exact same issue, you'll probably find that flashboards
 isn't starting up either.  The issue was that the java bin directory 
 was
 not added to the PATH environment variable.  BMC Support insisted that 
 the
 java install would do that, but it didn't happen in any of my 
 environments.
  Once I added that to the PATH variable, all was good.  The reason 
 that it
 works from the command line is that the batch file sets the path.

 Hope that helps,
 Thad


 On Mon, Apr 1, 2013 at 12:51 PM, JD Hood hood...@gmail.com wrote:

 **
 All,

 Environment: v8.1 ARS/ITSM on Windows

 Has anyone encountered a situation where outbound email is
 configured for simple, unassuming, plain-jane SMTP (no user or pass 
 needed)
 and the email service (installed out of the box) will not start?

 I've tried setting

Re: Email engine Issues in v8.1

[JD Hood]

I've made a list of the JAR's referenced in that registry setting, and
all are referenced directly in the \AREmail directory. Quite a few of
them do not exist at that \AREmail path as a separate jar file in my
system and some don't even exist on the server at all in any path that
I can find:

Exists - activation.jar
Exists - arapi81_build001.jar
Exists - armapi81_build001.jar
Exists - arutil81_build001.jar
Exists - emaildaemon.jar
Exists - imap.jar
Exists - log4j-1.2.14.jar
Exists - mail.jar
Exists - pop3.jar
Exists - smtp.jar

Nope -  arcmn81_build001.jar
Nope -  arrpc81_build001.jar
Nope -  commons-beanutils.jar
Nope -  commons-codec-1.3.jar
Nope -  commons-collections-3.2.jar
Nope -  commons-configuration-1.3.jar
Nope -  commons-digester-1.7.jar
Nope -  commons-lang-2.2.jar
Nope -  commons-logging-1.1.jar
Nope -  icu4j.jar
Nope -  Logger.jar
Nope -  oncrpc.jar
Nope -  spring.jar


But, looking at a working system, I see the same situation, so I'm not
sure that is significant...

Thanks,
-JDHood


On Tue, Apr 2, 2013 at 9:33 AM, Longwing, Lj llongw...@usgs.gov wrote:
 **
 Well,
 For what it's worth, here is my 'Parameters' key for my 8.1 email engine, in
 case it helps

 Current Directory=D:\\ARSystem\\AREmail
 JVM Library=C:\\PROGRA~1\\Java\\jre7\\bin\\server\\jvm.dll
 JVM Option Count=dword:0004
 JVM Option Number 0=-Djava.library.path=D:\\ARSystem\\AREmail
 JVM Option Number
 1=-Djava.class.path=D:\\ARSystem\\AREmail\\emaildaemon.jar;D:\\ARSystem\\AREmail\\commons-configuration-1.3.jar;D:\\ARSystem\\AREmail\\commons-beanutils.jar;D:\\ARSystem\\AREmail\\commons-collections-3.2.jar;D:\\ARSystem\\AREmail\\commons-digester-1.7.jar;D:\\ARSystem\\AREmail\\commons-lang-2.2.jar;D:\\ARSystem\\AREmail\\icu4j.jar;D:\\ARSystem\\AREmail\\spring.jar;D:\\ARSystem\\AREmail\\commons-logging-1.1.jar;D:\\ARSystem\\AREmail\\commons-codec-1.3.jar;D:\\ARSystem\\AREmail\\Logger.jar;D:\\ARSystem\\AREmail\\log4j-1.2.14.jar;D:\\ARSystem\\AREmail\\arapi81_build001.jar;D:\\ARSystem\\AREmail\\arutil81_build001.jar;D:\\ARSystem\\AREmail\\arrpc81_build001.jar;D:\\ARSystem\\AREmail\\oncrpc.jar;D:\\ARSystem\\AREmail\\arcmn81_build001.jar;D:\\ARSystem\\AREmail\\activation.jar;D:\\ARSystem\\AREmail\\mail.jar;D:\\ARSystem\\AREmail\\imap.jar;D:\\ARSystem\\AREmail\\smtp.jar;D:\\ARSystem\\AREmail\\pop3.jar;D:\\ARSystem\\AREmail\\armapi81_build001.jar;D:\\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=D:\\ARSystem\\AREmail\\logs\\stderr.log
 System.out File=D:\\ARSystem\\AREmail\\logs\\stdout.log


 On Tue, Apr 2, 2013 at 7:26 AM, JD Hood hood...@gmail.com wrote:

 **
 To be clear -- Except the batch file's path reference stops at \bin and
 the registry key goes all the way down to the jvm.dll. That's the only
 difference.

 Thanks,
 -JDHood


 On Tue, Apr 2, 2013 at 9:24 AM, JD Hood hood...@gmail.com wrote:

 I wish it was just that simple...

 I've been living in that registry key for the past few work days... It's
 the same exact path (copied and pasted) from the  batch file.


 On Tue, Apr 2, 2013 at 9:06 AM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 JD,
 If you check in the registry you will find all of the parameters that
 are utilized by the service when running as a service vs running via the
 command line, you may find your answer in the java path in the registry.


 On Tue, Apr 2, 2013 at 6:58 AM, JD Hood hood...@gmail.com wrote:

 **
 I've since tried 64-bit  32-bit JVM paths - no luck
 I've tried adding all involved paths to the windows PATH statement - no
 luck
 I've tried adding an LD_LIBRARY_PATH env-var with all the library paths
 - no luck
 I've tried copying all the libraries/jars into the \AREmail directory -
 no luck
 I've tried running the service as a variety of users from local to
 domain admin - no luck
 I've compared the service registry entries to a known good working
 system - can't spot a difference other than server names and paths

 The command-line email engine runs just fine with a different set of
 libraries in the **same paths** (I've compared these to a known-good 
 system
 and it's normal) and it runs as the currently logged-in local admin 
 account.

 The service, set to run as the same local admin account, fails to
 start-up enough to write to a log. If the windows event log is to be
 trusted, it seems to indicate the JVM didn't start because it couldn't 
 find
 a file in the LoadLibrary statement.

 I am well and truly stumped!

 At this point, I'm wondering about the differences between running as a
 service vs command line and if some group-policy or other security setting
 is causing the issue. If I ever stumble across the resolution, I'll post 
 it.

 Thanks for the suggestions,
 -JDHood



 On Mon, Apr 1, 2013 at 7:14 PM, Thad

Re: Email engine Issues in v8.1

[JD Hood]

Changing the PATH and the service registry setting to point to either
the 32-bit or the 64-bit java hasn't made any difference in the
behavior.

Thanks,
-JDHood

On Tue, Apr 2, 2013 at 9:35 AM, Walunjkar, Parshuram
parshuram_walunj...@bmc.com wrote:
 **

 When you installed Email engine which option you have selected i.e 32 or 64
 JDK, depend upon selection aremaild.exe and emaild.exe version will get
 installed in AREmail folder.

 When you start from command prompt those exe not get used.





 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
 Sent: 02 April 2013 6:57
 To: arslist@ARSLIST.ORG
 Subject: Re: Email engine Issues in v8.1



 **

 To be clear -- Except the batch file's path reference stops at \bin and the
 registry key goes all the way down to the jvm.dll. That's the only
 difference.



 Thanks,

 -JDHood



 On Tue, Apr 2, 2013 at 9:24 AM, JD Hood hood...@gmail.com wrote:

 I wish it was just that simple...



 I've been living in that registry key for the past few work days... It's the
 same exact path (copied and pasted) from the  batch file.



 On Tue, Apr 2, 2013 at 9:06 AM, Longwing, Lj llongw...@usgs.gov wrote:

 **

 JD,

 If you check in the registry you will find all of the parameters that are
 utilized by the service when running as a service vs running via the command
 line, you may find your answer in the java path in the registry.



 On Tue, Apr 2, 2013 at 6:58 AM, JD Hood hood...@gmail.com wrote:

 **

 I've since tried 64-bit  32-bit JVM paths - no luck

 I've tried adding all involved paths to the windows PATH statement - no luck

 I've tried adding an LD_LIBRARY_PATH env-var with all the library paths - no
 luck

 I've tried copying all the libraries/jars into the \AREmail directory - no
 luck

 I've tried running the service as a variety of users from local to domain
 admin - no luck

 I've compared the service registry entries to a known good working system -
 can't spot a difference other than server names and paths



 The command-line email engine runs just fine with a different set of
 libraries in the **same paths** (I've compared these to a known-good system
 and it's normal) and it runs as the currently logged-in local admin account.



 The service, set to run as the same local admin account, fails to start-up
 enough to write to a log. If the windows event log is to be trusted, it
 seems to indicate the JVM didn't start because it couldn't find a file in
 the LoadLibrary statement.



 I am well and truly stumped!



 At this point, I'm wondering about the differences between running as a
 service vs command line and if some group-policy or other security setting
 is causing the issue. If I ever stumble across the resolution, I'll post it.



 Thanks for the suggestions,

 -JDHood





 On Mon, Apr 1, 2013 at 7:14 PM, Thad Esser thad.es...@gmail.com wrote:

 **

 Yeah, I was really happy when I found that tool suite.  Process Explorer is
 nice (similar to top) and TCPView (netstat) too.



 Thad



 On Mon, Apr 1, 2013 at 3:58 PM, John Sundberg
 john.sundb...@kineticdata.com wrote:

 **

 Great tool Thad…



 I used to use something like that in the Linux world all the time -- you
 would see a program try to read a file -- then die right after that -- but
 never give a good message.



 Then -- you would change the permissions - so it could see the file - then
 bingo - it works.



 I did not know such a Window util existed.



 Thanks,



 -John





 On Mon, Apr 1, 2013 at 5:36 PM, Thad Esser thad.es...@gmail.com wrote:

 **

 I used the Sysinternals Process Monitor
 (http://technet.microsoft.com/en-us/sysinternals/bb896645) utility to watch
 what was happening during the service startup.  That let me see that it was
 searching for a particular file (mscvr100.dll)  in a bunch of folders.  It
 just so happened that the list of folders was the exact same list in the
 Path environment variable, in the same order.  That *.dll is part of the
 java install and is located in the bin folder.  Adding the bin folder to the
 Path was really all it was.  At any rate, it sounds like you are up against
 something different, so I wanted to suggest taking a look at Process Monitor
 to see if that helped.



 Thad



 On Mon, Apr 1, 2013 at 1:43 PM, JD Hood hood...@gmail.com wrote:

 **

 I'll check it again, but I've gone through all the (even semi-related) KB
 entries. I loaded the path up with the java \bin, \lib and \aremail paths
 for good measure as one of my troubleshooting steps, checked permissions,
 re-installed java, removed  re-added the service, used several different
 users and service accounts, and on and on.  As soon as I regain
 connectivity, I'm going to try setting the LD_LIBRARY_PATH manually and see
 if that does the trick.



 Thanks,

 -JDHood





 On Mon, Apr 1, 2013 at 4:21 PM, Thad Esser thad.es...@gmail.com wrote:

 **

 JD,



 I had this exact same issue, you'll probably find

Re: Email engine Issues in v8.1

[JD Hood]

That got me hopeful, but it didn't help...

Thanks,
-JDHood

On Tue, Apr 2, 2013 at 11:30 AM, John Baker
jba...@javasystemsolutions.com wrote:
 JD

 Drop the ARAPI native libs (the DLLs) in windows\system32 ? I'm not even
 sure it's using them, but if they are being used then it should find
 them from system32.


 John

 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Email engine Issues in v8.1 (RESOLVED!)

[JD Hood]

BLUF: I gave up on the v8.1 email engine, downloaded the ARS v8.0
installer (which allows you to install just the email engine) and
installed that version. Works like a charm now.

I had verified the registry settings til' my eyes bled and each time I
looked at them, I couldn't find anything amiss.

Java heap settings were 256m and 1024m.

I had initially wanted to just reinstall the email engine with the ARS
installer; however, the installer I have for v8.1 does not allow you
to select only the email engine.

I did manage to manually reinstall it the hard way. Comparing it's
settings to a known-good working system did not reveal anything out of
sorts.

Permissions were proper. Paths were checked, and rechecked and copy 
pasted again just to be triple sure.

The email engine just wouldn't run Java was right there with a clean
path (no spaces) and I can't recall how many times I checked it's path
in the various settings.

I'm out of time and did not want to leave with a non-functioning email
engine, so I fell back to the v8.0 installer which *does* allow you to
install only the email engine.

And it works just fine now. I'll never know what the problem was with
the v8.1 email engine on this particular implementation, but
everybody's happy and mail is going out.

Thanks,
-JDHood


On Tue, Apr 2, 2013 at 12:55 PM, Carl Wilson carlbwil...@gmail.com wrote:
 Hi,
 What are the settings in the registry for the following Parameters (which
 determines what JVM you are attempting to start with the Service and if it
 is 32/64 bit - this is what Parshuram was referring too)? I will list the
 default for 64 bit in the brackets.
 It would also be prevalent to check the start up -Xms  -Xmx parameters
 to see if these are too high for the JVM to start correctly:

 ---

 Current Directory - (C:\PROGRA~1\BMCSOF~1\ARSystem\AREmail)
 JVM Library - (C:\PROGRA~1\Java\jre6\bin\server\jvm.dll)
 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\ARSyst
 em\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\ARSyst
 em\AREmail\log4j-1.2.14.jar;C:\PROGRA~1\BMCSOF~1\ARSystem\AREmail\arapi81_bu
 ild001.jar;C:\PROGRA~1\BMCSOF~1\ARSystem\AREmail\arutil81_build001.jar;C:\PR
 OGRA~1\BMCSOF~1\ARSystem\AREmail\arrpc81_build001.jar;C:\PROGRA~1\BMCSOF~1\A
 RSystem\AREmail\oncrpc.jar;C:\PROGRA~1\BMCSOF~1\ARSystem\AREmail\arcmn81_bui
 ld001.jar;C:\PROGRA~1\BMCSOF~1\ARSystem\AREmail\activation.jar;C:\PROGRA~1\B
 MCSOF~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\ARS
 ystem\AREmail\pop3.jar;C:\PROGRA~1\BMCSOF~1\ARSystem\AREmail\armapi81_build0
 01.jar;C:\PROGRA~1\BMCSOF~1\ARSystem\AREmail;.)
 JVM Option Number 2 - (-Xms256m)
 JVM Option Number 3 - (-Xms1024m)

 Kind Regards,

 Carl Wilson

 http://www.missingpiecessoftware.com/

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
 Sent: 02 April 2013 15:59
 To: arslist@ARSLIST.ORG
 Subject: Re: Email engine Issues in v8.1

 Changing the PATH and the service registry setting to point to either
 the 32-bit or the 64-bit java hasn't made any difference in the
 behavior.

 Thanks,
 -JDHood

 On Tue, Apr 2, 2013 at 9:35 AM, Walunjkar, Parshuram
 parshuram_walunj...@bmc.com wrote:
 **

 When you installed Email engine which option you have selected i.e 32 or
 64
 JDK, depend upon selection aremaild.exe and emaild.exe version will get
 installed in AREmail folder.

 When you start from command prompt those exe not get used.





 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
 Sent: 02 April 2013 6:57
 To: arslist@ARSLIST.ORG
 Subject: Re: Email engine Issues in v8.1



 **

 To be clear -- Except the batch file's path reference stops at \bin and
 the
 registry key goes all the way down to the jvm.dll. That's the only
 difference.



 Thanks,

 -JDHood



 On Tue, Apr 2, 2013 at 9:24 AM, JD Hood hood...@gmail.com wrote:

 I wish it was just that simple...



 I've been living in that registry key for the past few work days... It's
 the
 same exact path (copied and pasted) from the  batch file.



 On Tue, Apr 2, 2013 at 9:06 AM, Longwing, Lj llongw

Email engine Issues in v8.1

[JD Hood]

All,

Environment: v8.1 ARS/ITSM on Windows

Has anyone encountered a situation where outbound email is configured for
simple, unassuming, plain-jane SMTP (no user or pass needed) and the email
service (installed out of the box) will not start?

I've tried setting the service to run as a domain user account
(permissioned for MAPI), a local admin account and as a domain admin
account. It still won't start.

The weird part: I can switch to command line mode and it works just fine
with the same outbound settings. From the command line, it starts-up,
stays-up and happily processes mail until you stop it.

Logging:
No email logs or java logs are produced when you try to start the service.
I don't think it gets far enough to even start a log.

Windows event Application logs shows three events with the following info:
1. BMC Remedy Email Engine - MyServerName
2. Could not load the Java Virtual Machine
3. LoadLibrary The system cannot find the file specified

I've checked the registry entries for the service and compared it to the
java paths used with the command line batch file and the paths are all
correct, down to the jvm.dll for the service.

Right now, all I have to go on is that, for some unknown reason the service
can't start a JVM. However running it from the command line, it can crank
the JVM right up!

I'm currently stumped.

If anyone has encountered this before, I'd love to hear how you resolved it.

Thanks,
-JDHood

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Email engine Issues in v8.1

[JD Hood]

I'll check it again, but I've gone through all the (even semi-related) KB
entries. I loaded the path up with the java \bin, \lib and \aremail paths
for good measure as one of my troubleshooting steps, checked permissions,
re-installed java, removed  re-added the service, used several different
users and service accounts, and on and on.  As soon as I regain
connectivity, I'm going to try setting the LD_LIBRARY_PATH manually and see
if that does the trick.

Thanks,
-JDHood


On Mon, Apr 1, 2013 at 4:21 PM, Thad Esser thad.es...@gmail.com wrote:

 **
 JD,

 I had this exact same issue, you'll probably find that flashboards isn't
 starting up either.  The issue was that the java bin directory was not
 added to the PATH environment variable.  BMC Support insisted that the java
 install would do that, but it didn't happen in any of my environments.
  Once I added that to the PATH variable, all was good.  The reason that it
 works from the command line is that the batch file sets the path.

 Hope that helps,
 Thad


 On Mon, Apr 1, 2013 at 12:51 PM, JD Hood hood...@gmail.com wrote:

 **
 All,

 Environment: v8.1 ARS/ITSM on Windows

 Has anyone encountered a situation where outbound email is configured for
 simple, unassuming, plain-jane SMTP (no user or pass needed) and the email
 service (installed out of the box) will not start?

 I've tried setting the service to run as a domain user account
 (permissioned for MAPI), a local admin account and as a domain admin
 account. It still won't start.

 The weird part: I can switch to command line mode and it works just fine
 with the same outbound settings. From the command line, it starts-up,
 stays-up and happily processes mail until you stop it.

 Logging:
 No email logs or java logs are produced when you try to start the
 service. I don't think it gets far enough to even start a log.

 Windows event Application logs shows three events with the following info:
 1. BMC Remedy Email Engine - MyServerName
 2. Could not load the Java Virtual Machine
 3. LoadLibrary The system cannot find the file specified

 I've checked the registry entries for the service and compared it to the
 java paths used with the command line batch file and the paths are all
 correct, down to the jvm.dll for the service.

 Right now, all I have to go on is that, for some unknown reason the
 service can't start a JVM. However running it from the command line, it can
 crank the JVM right up!

 I'm currently stumped.

 If anyone has encountered this before, I'd love to hear how you resolved
 it.

 Thanks,
 -JDHood
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Re: Email engine Issues in v8.1

[JD Hood]

That rings a faint bell... I lost connectivity and can't do anything about
it at the moment.

I'll give this a go as soon as I can reconnect.

Thanks!
-JDHood


On Mon, Apr 1, 2013 at 3:56 PM, John Baker
jba...@javasystemsolutions.comwrote:

 JD

 It sounds like the Windows service isn't setting the LD_LIBRARY_PATH
 environment variable to point at the directory containing the ARAPI native
 libraries (that should not even be required with the pure Java API) if
 you're seeing LoadLibrary (native library?) issues.


 John

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Re: Dev Studio Error getting list of Active Link objects

[JD Hood]

While you are poking around, you might as well look in your Dev Studio
install path for devstudio.ini and open it in a text editor.

Make sure the memory settings are up adequate.

Mine are set for :
-Xms512m
-Xmx1024m

-JDHood


On Wed, Mar 13, 2013 at 1:00 PM, Cecil, Ken kce...@hubbell.com wrote:

 **

 Sound reasonable. Looks like both C and D drive on the apps and DB server
 have over 50% free.

 ** **

 Do you know how to tell the path of the temp space the service is using?**
 **

 ** **

 ** **

 Ken.

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Murnane, Phil
 *Sent:* Wednesday, March 13, 2013 12:52 PM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Dev Studio Error getting list of Active Link objects

  ** **

 ** 

 Ken:

  

 I've seen this in the past when the server daemon (or service in your
 case) can't write to the temp folder due to permissions, full disk, etc.**
 **

  

 Just in case it helps,

 --Phil

  
   --

 *From:* Action Request System discussion list(ARSList) [
 arslist@ARSLIST.ORG] On Behalf Of Tanner, Doug [
 doug.tan...@compass-usa.com]
 *Sent:* Wednesday, March 13, 2013 12:41

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Dev Studio Error getting list of Active Link objects

  ** 

 Make sure Dev Studio is 7.6.4 (SP4)

 Doug

  

 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Cecil,
 Ken
 *Sent:* Wednesday, March 13, 2013 12:40 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Dev Studio Error getting list of Active Link objects

  

 ** 

 I cannot pull up the list of Active Links in dev studio on our production
 server. Any ideas? Anyone else ever have this?

  

 “Errors encountered while retrieving Active Links list from servername.
 ERROR (300): Malloc failed on server; (ARERR 5087)”

  

 

  

  

 It is just Active Links all the other object types pull up fine, even the
 Active Link Guides list.

  

  

 AR 7.5
 ITSM 7.6
 Windows 2003 Enterprise 64bit
 SQL 2008

  

 Thanks,

 Ken.

  

 *From:* Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] * On Behalf Of *Greg Donalson
 *Sent:* Wednesday, March 13, 2013 10:29 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Incident Managment Issue 7.6 SP4 - Urgent

  

 ** 

 Hi Ramy,

  

 Make sure the user has a Default Support Group.

  

 Greg

  

 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Ramy S.
 Ayoub
 *Sent:* Wednesday, March 13, 2013 9:15 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Incident Managment Issue 7.6 SP4 - Urgent

  

 ** 

 Dears ,

  

 when selecting template and try to submit ticket below error appear

  

 Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned
 Support Organization (ARERR 326) 

  

  

 Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned
 Group ID (ARERR 326) 

  

  

 Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned
 Group (ARERR 326) 

  

  

 Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned
 Support Company (ARERR 326) 


 


 but when set assignment ( Auto Assignment ) ticket created !!! - Any Idea*
 ***

  

  

  

 _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: dev studio for linux?

[JD Hood]

Perhaps this:

http://www.businessweek.com/ap/2012-05/D9UPAH8G2.htm

...Hedge fund Elliott Management nominated five candidates for the board
of BMC Software Inc. and told the business software developer that its
future will be increasingly difficult if it chooses to remain a
stand-alone company. The hedge fund said in a letter to BMC Software's
board Tuesday that it should immediately start looking to sell the
company...
I feel a bit of deja-vu-doo reading that article...

-JDHood



On Thu, May 17, 2012 at 9:34 PM, Shellman, David dave.shell...@te.comwrote:

 **
 Pat,

 Not sure I understand this statement But with the possibility of the
 takeover shredding the whole BMC line should make you shudder .   I really
 hope he fails

 Dave

 On May 17, 2012, at 9:16 PM, Pat Zandi remedy...@gmail.com wrote:

 **
 It is sad that they cannot make one.  But with the possibility of the
 takeover shredding the whole BMC line should make you shudder .   I really
 hope he fails: then making one might become a reality I would like one too

 Sent from my iPhone

 On May 17, 2012, at 20:01, Jason Miller jason.mil...@gmail.com wrote:

 ** Although being Java based could the Windows files be used in Linux?  I
 am pretty sure I have seen people mention they are using Dev Studio on
 Linux.

 Jason

 On Thu, May 17, 2012 at 3:15 PM, Joe Martin D'Souza jdso...@shyle.netwrote:

 **
  There isn't one for Linux.. the client tools are developed for
 Windows.. There used to be unix based client tools about a decade ago which
 were discontinued on account of a thin user base for them..

 Joe

  *From:* Anthony Jurado Jr ajur...@us.ibm.com
 *Sent:* Thursday, May 17, 2012 1:37 PM
 *Newsgroups:* public.remedy.arsystem.general
 *To:* arslist@ARSLIST.ORG
 *Subject:* dev studio for linux?

 **

 Hi Folks,

 I just switched my workstation from Windows to Linux.  I don't see a
 download offering for Developer Studio for Linux.   Am I missing something?

 Note that the platform listed at the product name is Linux, but the
 platform listed for AR System Clients ... is Windows.

 Is there anyone out there running Dev Studio on Linux?


 39673374.gif
 Many thanks in advance,
 Tony Jurado
 Release Manager,
 Services Engineering
 IBM Security Services
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Re: member of a support group

[JD Hood]

Hi Michael,

Caveat: You didn't mention, but since you phrased it Support Group,  I'm
presuming you are on an ITSM implementation somewhere north of v7.x.

And it's not a dumb question when there are thousands of forms to hunt
through.

For Support Group memberships, have a look at the
form: CTM:SupportGroupFuncRoleLookUp.

Note the two status fields that you might want to include in your query to
make sure you have a current/valid support-group member and/or Functional
role.

Hope this helps!

Regards,
JDHood



On Thu, Apr 12, 2012 at 11:39 PM, Benz, Michael michael.b...@holcim.comwrote:

 **

 Hello world!

 ** **

 This is probably a really dumb question, but how can I find out if a user
 is part of a certain support group for use in a qualification?

 ** **

 EG 

 $Support Group$ LIKE $USER$

 ** **

 Any help would be greatly appreciated.

 ** **

 Regards,

 ** **

 *Michael Benz*

 Service Desk Analyst
 Holcim Australia Shared Services

 ** **
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Re: Not Matching Lengths

[JD Hood]

On a 7.6.04p2 ITSM Pre-Config Stack Installer environment (MS SQLServer)

There's 931 fields with different lengths.

Exactly 100 of those fields have a DB length less than ARS length and a
quick scan  through that list looks like all of those are joins.

But, no DB weirdness has manifested, so I'll just tuck this away in the
back of my mind and nervously whistle past the graveyard.

Thanks,
JDHood


On Thu, Feb 23, 2012 at 1:14 PM, LJ LongWing lj.longw...@gmail.com wrote:

 **

 Those would be of upmost concern to me…because if Remedy thinks it can
 insert 200 chars, but the DB can only handle 150…that’ll cause issues.

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Andrew C Goodall
 *Sent:* Thursday, February 23, 2012 10:40 AM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Not Matching Lengths

 ** **

 ** 

 I ran the query and returned 878 rows.

 I’m not too concerned with the ones where the RemedyMaxLength is smaller
 than the DBMaxlength, but I am concerned about the ones where the
 DBMaxlength is less than the RemedyMaxLength – it’s those that could cause
 fatal errors / crashes.

 ** **

 I modified your query to fc.maxLength  c.CHARACTER_MAXIMUM_LENGTH

 And still returned 81 rows.

 ** **

 However, looking at this further I think many of these are join forms and
 the query isn’t reflecting the correct size on the originating form?

 ** **

 ARS 7.5.4 system with Atrium CMDB 7.5 ITSM 7.5.01, SLM 7.5, SRM 7.6. Small
 amount of custom form apps.

 ** **

 Regards,

  

 *Andrew Goodall*

 Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
 http://www.jcp.com/
 
 --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *pascale.sterr...@daimler.com
 *Sent:* Thursday, February 23, 2012 11:31 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Not Matching Lengths

 ** **

 **
 Seeing the same issue on all 9 servers.
 This is from one of them

 AR System Email User Instruction TemplatesShort Description
  60254
 AR System Email TemplatesShort Description60254
 AR System Email MessagesShort Description60254
 AR System Email Mailbox ConfigurationShort Description60
  254
 AR System Email InstructionsShort Description60254
 AR System Email Instruction ParametersShort Description60
254
 AR System Email Error LogsShort Description60254
 AR System Email AttachmentsShort Description60254
 AR System Email AssociationShort Description60254
 FB:HistoryShort Description128254
 FB:Alarm EventsMonitor ID15254
 ReportTypeShort Description128254
 ReportSelectionOriginalFormServer128254
 AR System User PreferenceShort Description128254
 AR System User Central FileShort Description128254
 AR System Administrator PreferenceShort Description128
254
 UserPassword30255
 Server StatisticsShort Description3254
 Server EventsUnused_Descr3254
 Alert EventsUNUSED5254
 AR System Currency RatiosShort Description4254
 AR System Currency Label CatalogShort Description4
  254
 AproposSalesCoordQueueRelateSales Coordinator2255
 Business Time HolidaysTag128254

 Thank you,

 Pascale Sterrett

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Overview Console - Modifying An Existing Field

[JD Hood]

All,


ARS/ITSM 7.6.04p2 on Windows  SQL Server.

I've read the how to add a field to the overview console posts here and
in the dev community.

I don't want to add anything to the overview console, all I want to do is
change the display label of the out-of-the-box, existing Priority column
and change the alias of the values.
The selection list alias values worked right away, but for the life of me,
I can not figure out the trick to getting the modified display label to
show up in the mid-tier.

In Dev Studio, it the column label appears correctly as Severity (what
the client wants). But in the mid-tier, it stubbornly remains as Priority.

I have modified the display label on the Overview console itself and the
underlying ardbc form.

*EACH TIME* I touch that form or field, I've flushed cache and restarted
the plugin server. The display label remains unchanged...

Before I called BMC support and Peggy started asking for logs and a
web-ex, I was hoping some kind soul on the ARS list knew the trick and
might be inclined to share it with me.

(fingers crossed!)

Thanks,
JDHood

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Re: Overview Console - Modifying An Existing Field

[JD Hood]

Yes - The only cache I haven't gone into is Tomcat's.

Thanks,
JDHood




On Tue, Feb 7, 2012 at 10:33 AM, Brian Gillock arslist2...@gmail.comwrote:

 ** I'm sure you've done this, but have you cleared your browser cache as
 well?

 On Tue, Feb 7, 2012 at 9:28 AM, JD Hood hood...@gmail.com wrote:

 ** All,


 ARS/ITSM 7.6.04p2 on Windows  SQL Server.

 I've read the how to add a field to the overview console posts here and
 in the dev community.

 I don't want to add anything to the overview console, all I want to do is
 change the display label of the out-of-the-box, existing Priority column
 and change the alias of the values.
 The selection list alias values worked right away, but for the life of
 me, I can not figure out the trick to getting the modified display label to
 show up in the mid-tier.

 In Dev Studio, it the column label appears correctly as Severity (what
 the client wants). But in the mid-tier, it stubbornly remains as Priority.

 I have modified the display label on the Overview console itself and the
 underlying ardbc form.

 *EACH TIME* I touch that form or field, I've flushed cache and restarted
 the plugin server. The display label remains unchanged...

 Before I called BMC support and Peggy started asking for logs and a
 web-ex, I was hoping some kind soul on the ARS list knew the trick and
 might be inclined to share it with me.

 (fingers crossed!)

 Thanks,
 JDHood
 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_




 --
 Brian Gillock
 Principal Consultant, BGBS, Inc
 brian.gill...@pbs-consulting.com


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Re: Overview Console - Modifying An Existing Field

[JD Hood]

Dangit. That was exactly the problem! Failure to scroll far enough through
the views to see the other 'en' view.
(should have known better...)

Thanks!
JDHood



On Tue, Feb 7, 2012 at 11:35 AM, Jiri Pospisil 
jiri.pospi...@lchclearnet.com wrote:

 **

 Only other thing that comes in mind is whether you are using the Overview
 console on the AR System Home page.

 If that is the case, there is another view on the Overview form called
 “Overview Home Page Content” where you will also need to make the change.
 

 ** **

 Hope this helps

 ** **

 *Jiri Pospisil*

 LCH.Clearnet

 ** **

 ** **

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *JD Hood
 *Sent:* 07 February 2012 15:56
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Overview Console - Modifying An Existing Field

 ** **

 ** Yes - The only cache I haven't gone into is Tomcat's.

 ** **

 Thanks,

 JDHood

 ** **

 ** **

 ** **

 On Tue, Feb 7, 2012 at 10:33 AM, Brian Gillock arslist2...@gmail.com
 wrote:

 ** I'm sure you've done this, but have you cleared your browser cache as
 well?

 On Tue, Feb 7, 2012 at 9:28 AM, JD Hood hood...@gmail.com wrote:

 ** All,

 ** **

 ** **

 ARS/ITSM 7.6.04p2 on Windows  SQL Server.

 ** **

 I've read the how to add a field to the overview console posts here and
 in the dev community.

 ** **

 I don't want to add anything to the overview console, all I want to do is
 change the display label of the out-of-the-box, existing Priority column
 and change the alias of the values. 

 The selection list alias values worked right away, but for the life of me,
 I can not figure out the trick to getting the modified display label to
 show up in the mid-tier.

 ** **

 In Dev Studio, it the column label appears correctly as Severity (what
 the client wants). But in the mid-tier, it stubbornly remains as Priority.
 

 ** **

 I have modified the display label on the Overview console itself and the
 underlying ardbc form.

 ** **

 *EACH TIME* I touch that form or field, I've flushed cache and restarted
 the plugin server. The display label remains unchanged...

 ** **

 Before I called BMC support and Peggy started asking for logs and a
 web-ex, I was hoping some kind soul on the ARS list knew the trick and
 might be inclined to share it with me.

 ** **

 (fingers crossed!)

 ** **

 Thanks,

 JDHood

 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 




 -- 

 Brian Gillock

 Principal Consultant, BGBS, Inc

 brian.gill...@pbs-consulting.com

  


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Re: AREA LDAP logging question RESOLVED

[JD Hood]

Both LDAP servers (on two different, untrusted domains) are authenticating
just fine now!

So in addition to everything else, the *one* thing that I did not initially
try, seemed to do the trick:

-Save a backup copy of the ar.cfg file (just in case).
-Remove all references to AREA from the ar.cfg file.
-Restart the ARSystem service -or- kill the plugin server process to
re-read the altered config
-Re-add the known-good information to the AREA config *form* which will
re-write the needed entries in the ar.cfg file.
-Restart the ARSystem service -or- kill the plugin server process to
re-read the altered config

I think it is important to note (and this was the part the docs didn't
clearly define and which confused me) that when allowed to add the values
for the AREA-Hub-Plugin: line, the system added two identical lines like so:

AREA-Hub-Plugin: D:\Program Files\BMC Software\ARSystem\arealdap\
arealdap.dll
AREA-Hub-Plugin: D:\Program Files\BMC Software\ARSystem\arealdap\
arealdap.dll

And not to overstate the obvious, but just so the info is out there...

On the Server Information EA config tab, I have:
-Set the EA RPC number to 390695
-Set Cross Reference Blank Password checked.
-Set Authentication Chaining Mode to Off.

On the AREA Config form, the items of note are:
-The remote domain LDAP server is entered by IP Address (DNS on that domain
is not available)
-The bind user for both LDAP servers needed to be entered in the form of
domain\username (MS Active Directory LDAP)
-User Base is set to $\AUTHSTRING$ (the keyword for  field ID 118 on the
USER form)
-User Search Filter is set to sAMAccountName=$\USER$ (the keyword for
 field ID 117 on the USER form)

On the User form the items of note are:
- Set the password to $NULL$ for the users to be externally authenticated.
- Field id 101 is the regular login name field on the user form and is used
to uniquely identify the user for the Remedy system, ie - how the user's
name will appear in the Submitted by field on a record. I used the format
of domain\username.
- Added the special fields (field ID 117 and field id 118) (see BMC suport
knowldedge article #KA288124)
- Field id 117 is the network login name of the user that matches the
sAMAccountName on the respective LDAP server.
- Field id 118 is set to the parent LDAP container of the user. So, for
example if my LDAP user's *full* DN is:
cn=myUserName,OU=myDept,OU=myOrg,DC=MyDomain,DC=com
Then the parent container would be:
OU=myDept,OU=myOrg,DC=MyDomain,DC=com


I think that about covers it!
Thanks again and everyone have a happy, prosperous, peaceful New Year!!

JDHood


On Mon, Dec 26, 2011 at 9:48 AM, JD Hood hood...@gmail.com wrote:

 Actually, I think I have it figured out.

 I removed all references to the AREA plugin from AR.CFG, restarted the
 system and started from scratch. I added one LDAP server to the AREA config
 form, allowing the system to re-add the ar.cfg lines and restarted the
 services (just being overly cautious). Then I added the 2nd LDAP server and
 restarted the services.

 During hte 2nd restart, I noticed that the system added the AREA-Hub-Plugin
 to ar.cfg like so:
 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap.dll
 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap.dll

 And plugin logging showed that it started the AREA plugin twice, with each
 server listed with each plugin start-up in the order they were listed in
 the config form.

 Unfortunately at this point, the 2nd LDAP server isn't responding to
 pings, so I will have to wait until someone is on-site to slap it out of
 it's stupor.

 But the logged activity is looking promising and the 1st server is
 authenticating just fine.

 Thanks,
 JDHood


 On Sat, Dec 24, 2011 at 8:33 AM, JD Hood hood...@gmail.com wrote:

 My situation is with two different LDAP servers, in two different domains
 configured in the AREA Config form:

  Server-A.domain-A   -- Remote untrusted Active Directory
 server defined in the form by I.P.
 B-Server.B-domain   -- Local Active Directory server defined by hostname

 As regards area, the ar.cfg has the following lines for the plugins:

 Plugin-Path: D:\Program Files\BMC Software\ARSystem\arealdap
 Plugin: D:\Program Files\BMC Software\ARSystem\arealdap\areahub.dll
 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap.dll
 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap_1.dll

 There are no trusts between the domains involved, but outside of Remedy,
 I can connect to either LDAP server and authenticate just fine.
 Connectivity and bind credentials are not an issue.

 Within Remedy, logging shows that the first server defined in the AREA
 LDAP config form is ever used.

 I have tried AREA -HUB-Plugin lines like the following, killing the
 plugin process after each change...

 A single line:
 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap.dll
 This does not work

 Two

Re: AREA LDAP logging question

[JD Hood]

Actually, I think I have it figured out.

I removed all references to the AREA plugin from AR.CFG, restarted the
system and started from scratch. I added one LDAP server to the AREA config
form, allowing the system to re-add the ar.cfg lines and restarted the
services (just being overly cautious). Then I added the 2nd LDAP server and
restarted the services.

During hte 2nd restart, I noticed that the system added the AREA-Hub-Plugin
to ar.cfg like so:
AREA-Hub-Plugin: D:\Program Files\BMC
Software\ARSystem\arealdap\arealdap.dll
AREA-Hub-Plugin: D:\Program Files\BMC
Software\ARSystem\arealdap\arealdap.dll

And plugin logging showed that it started the AREA plugin twice, with each
server listed with each plugin start-up in the order they were listed in
the config form.

Unfortunately at this point, the 2nd LDAP server isn't responding to pings,
so I will have to wait until someone is on-site to slap it out of it's
stupor.

But the logged activity is looking promising and the 1st server is
authenticating just fine.

Thanks,
JDHood


On Sat, Dec 24, 2011 at 8:33 AM, JD Hood hood...@gmail.com wrote:

 My situation is with two different LDAP servers, in two different domains
 configured in the AREA Config form:

 Server-A.domain-A   -- Remote untrusted Active Directory server defined
 in the form by I.P.
 B-Server.B-domain   -- Local Active Directory server defined by hostname

 As regards area, the ar.cfg has the following lines for the plugins:

 Plugin-Path: D:\Program Files\BMC Software\ARSystem\arealdap
 Plugin: D:\Program Files\BMC Software\ARSystem\arealdap\areahub.dll
 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap.dll
 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap_1.dll

 There are no trusts between the domains involved, but outside of Remedy, I
 can connect to either LDAP server and authenticate just fine. Connectivity
 and bind credentials are not an issue.

 Within Remedy, logging shows that the first server defined in the AREA
 LDAP config form is ever used.

 I have tried AREA -HUB-Plugin lines like the following, killing the plugin
 process after each change...

 A single line:
 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap.dll
 This does not work

 Two Lines:
 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap.dll
 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap.dll
 This does not work

 Two Lines:
 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap.dll
 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap_1.dll
 In this case, I copied arealdap.dll and renamed the copied file to
 arealdap_1.dll in it's own directory
  This does not work


 Here's logging showing that the plugin tries the same server twice, and
 doesn't progress to the second server. The user in this case *CAN* be
 authenticated on the second server. When I have reversed the order of the
 servers in the config form (so that this user's server is listed first),
 then this user authenticates just fine.

 */+VLAREAVerifyLoginCallback  -- user jdhood
 */ARSYS.AREA.LDAP FINEST AREAVerifyLoginCallback
 */ARSYS.AREA.LDAP FINER ldap_init(Server-A.domain-A, 389)
 */ARSYS.AREA.LDAP FINER connect timeout previously: -1
 */ARSYS.AREA.LDAP FINER connect timeout used: 55000
 */ARSYS.AREA.LDAP FINER ldap_set_option(Chase Referrals): ON (handled
 by plugin)
 */ARSYS.AREA.LDAP FINER ldap_simple_bind(MrBindUser, hidden)
 */ARSYS.AREA.LDAP FINEST After the bind
 */ARSYS.AREA.LDAP FINER
 ldap_search_ext(OU=Users,OU=fee,OU=fie,OU=foe,DC=fum,DC=com, 2,
 sAMAccountName=jdhood)
 */ARSYS.AREA.LDAP SEVERE Search: Can't connect to the LDAP server
 (LDAPERR Code 91) 202B: RefErr: DSID-031006E0, data 0, 1 access points
 ref 1: 'fum.com'
 */ARSYS.AREA.LDAP SEVERE Cannot find the user info in LDAP server
 */ARSYS.AREA.LDAP FINEST AREAVerifyLoginCallback
 */ARSYS.AREA.LDAP FINER ldap_init(Server-A.domain-A, 389)
 */ARSYS.AREA.LDAP FINER connect timeout previously: -1
 */ARSYS.AREA.LDAP FINER connect timeout used: 55000
 */ARSYS.AREA.LDAP FINER ldap_set_option(Chase Referrals): ON (handled
 by plugin)
 */ARSYS.AREA.LDAP FINER ldap_simple_bind(MrBindUser, hidden)
 */ARSYS.AREA.LDAP FINEST After the bind
 */ARSYS.AREA.LDAP FINER
 ldap_search_ext(OU=Users,OU=fee,OU=fie,OU=foe,DC=fum,DC=com, 2,
 sAMAccountName=jdhood)
 */ARSYS.AREA.LDAP SEVERE Search: Can't connect to the LDAP server
 (LDAPERR Code 91) 202B: RefErr: DSID-031006E0, data 0, 1 access points
 ref 1: 'fum.com'
 */ARSYS.AREA.LDAP SEVERE Cannot find the user info in LDAP server
 */-VLFAIL


 This can wait for the other side of the holidays though.

 Merry Christmas All!

 Thanks,
 JDHood



 On Sat, Dec 24, 2011 at 3:24 AM, Walters, Mark mark_walt...@bmc.comwrote:

 You shouldn't have to manually edit the ar.cfg, all the necessary changes
 will be made when you configure

Re: AREA LDAP logging question

[JD Hood]

My situation is with two different LDAP servers, in two different domains
configured in the AREA Config form:

Server-A.domain-A   -- Remote untrusted Active Directory server defined
in the form by I.P.
B-Server.B-domain   -- Local Active Directory server defined by hostname

As regards area, the ar.cfg has the following lines for the plugins:

Plugin-Path: D:\Program Files\BMC Software\ARSystem\arealdap
Plugin: D:\Program Files\BMC Software\ARSystem\arealdap\areahub.dll
AREA-Hub-Plugin: D:\Program Files\BMC
Software\ARSystem\arealdap\arealdap.dll
AREA-Hub-Plugin: D:\Program Files\BMC
Software\ARSystem\arealdap\arealdap_1.dll

There are no trusts between the domains involved, but outside of Remedy, I
can connect to either LDAP server and authenticate just fine. Connectivity
and bind credentials are not an issue.

Within Remedy, logging shows that the first server defined in the AREA LDAP
config form is ever used.

I have tried AREA -HUB-Plugin lines like the following, killing the plugin
process after each change...

A single line:
AREA-Hub-Plugin: D:\Program Files\BMC
Software\ARSystem\arealdap\arealdap.dll
This does not work

Two Lines:
AREA-Hub-Plugin: D:\Program Files\BMC
Software\ARSystem\arealdap\arealdap.dll
AREA-Hub-Plugin: D:\Program Files\BMC
Software\ARSystem\arealdap\arealdap.dll
This does not work

Two Lines:
AREA-Hub-Plugin: D:\Program Files\BMC
Software\ARSystem\arealdap\arealdap.dll
AREA-Hub-Plugin: D:\Program Files\BMC
Software\ARSystem\arealdap\arealdap_1.dll
In this case, I copied arealdap.dll and renamed the copied file to
arealdap_1.dll in it's own directory
This does not work


Here's logging showing that the plugin tries the same server twice, and
doesn't progress to the second server. The user in this case *CAN* be
authenticated on the second server. When I have reversed the order of the
servers in the config form (so that this user's server is listed first),
then this user authenticates just fine.

*/+VLAREAVerifyLoginCallback  -- user jdhood
*/ARSYS.AREA.LDAP FINEST AREAVerifyLoginCallback
*/ARSYS.AREA.LDAP FINER ldap_init(Server-A.domain-A, 389)
*/ARSYS.AREA.LDAP FINER connect timeout previously: -1
*/ARSYS.AREA.LDAP FINER connect timeout used: 55000
*/ARSYS.AREA.LDAP FINER ldap_set_option(Chase Referrals): ON (handled
by plugin)
*/ARSYS.AREA.LDAP FINER ldap_simple_bind(MrBindUser, hidden)
*/ARSYS.AREA.LDAP FINEST After the bind
*/ARSYS.AREA.LDAP FINER
ldap_search_ext(OU=Users,OU=fee,OU=fie,OU=foe,DC=fum,DC=com, 2,
sAMAccountName=jdhood)
*/ARSYS.AREA.LDAP SEVERE Search: Can't connect to the LDAP server
(LDAPERR Code 91) 202B: RefErr: DSID-031006E0, data 0, 1 access points
ref 1: 'fum.com'
*/ARSYS.AREA.LDAP SEVERE Cannot find the user info in LDAP server
*/ARSYS.AREA.LDAP FINEST AREAVerifyLoginCallback
*/ARSYS.AREA.LDAP FINER ldap_init(Server-A.domain-A, 389)
*/ARSYS.AREA.LDAP FINER connect timeout previously: -1
*/ARSYS.AREA.LDAP FINER connect timeout used: 55000
*/ARSYS.AREA.LDAP FINER ldap_set_option(Chase Referrals): ON (handled
by plugin)
*/ARSYS.AREA.LDAP FINER ldap_simple_bind(MrBindUser, hidden)
*/ARSYS.AREA.LDAP FINEST After the bind
*/ARSYS.AREA.LDAP FINER
ldap_search_ext(OU=Users,OU=fee,OU=fie,OU=foe,DC=fum,DC=com, 2,
sAMAccountName=jdhood)
*/ARSYS.AREA.LDAP SEVERE Search: Can't connect to the LDAP server
(LDAPERR Code 91) 202B: RefErr: DSID-031006E0, data 0, 1 access points
ref 1: 'fum.com'
*/ARSYS.AREA.LDAP SEVERE Cannot find the user info in LDAP server
*/-VLFAIL


This can wait for the other side of the holidays though.

Merry Christmas All!

Thanks,
JDHood



On Sat, Dec 24, 2011 at 3:24 AM, Walters, Mark mark_walt...@bmc.com wrote:

 You shouldn't have to manually edit the ar.cfg, all the necessary changes
 will be made when you configure the additional LDAP servers via the AREA
 LDAP configuration form.

 If you're only authenticating against one LDAP server then the hub is not
 necessary, you should just have a Plugin: ..\arealdap.dll line in the
 ar.cfg.   When you configure two or more LDAP servers this gets replaced by
 Plugin: ..\areahub.dll and there should be one AREA-Hug-Plugin:
  ..\arealdap.dll for EACH LDAP server - i.e. 2 LDAP servers, 2
 AREA-Hub-Plugin: lines.

 The AREA LDAP configuration options are the ones that get the _1, _2, etc
 suffixes, not the plugin lines.

 Mark

 
 From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG]
 On Behalf Of JD Hood [hood...@gmail.com]
 Sent: 23 December 2011 22:28
 To: arslist@ARSLIST.ORG
 Subject: Re: AREA LDAP logging question

 ** Now that that's working...

 If I have multiple domains defined for LDAP auth in the AREA form, I
 understand I need to specify additional arealdap.dll's on additional
 AREA-Hub-Plugin: lines, ala:

 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap.dll
 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap_1.dll

 Is it just

Re: AREA LDAP logging question

[JD Hood]

That did it and it's logging much more info now!

I can *now* see from logging that the failure to auth is likely simple-bind
being rejected on the LDAP server (I didn't realize LDP uses SASL by
default). When I changed LDP to a simple, non ssl bind, the known-good
login failed there as well. This would be a clue.

Thank you ARSList!
-JDHood


On Thu, Dec 22, 2011 at 8:12 PM, Grooms, Frederick W 
frederick.w.gro...@xo.com wrote:

 Ah ... It should be something like:

 Plugin-Path: D:\Program Files\BMC Software\ARSystem\arealdap
 Plugin: D:\Program Files\BMC Software\ARSystem\arealdap\areahub.dll
 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap.dll

 So the hub will load the arealdap plugin.  Without it the arealdap plugin
 is not loaded.

 Fred


 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of JD Hood
 Sent: Thursday, December 22, 2011 6:37 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: AREA LDAP logging question

 ** Ok, I just tried that with logging on and I see:

 PLGN TID: 005276 RPC ID: 00 Queue: Dispatcher Client-RPC:
 00 /* Thu Dec 22 2011 19:16:06.3790 */AREAPlug-In Loaded:
 ARSYS.AREA.HUB version 2

 Next, I commented out the plugin server in the armonitor and cranked it up
 manually and I got the following:
 D:\Program Files\BMC Software\ARSystemarplugin.exe  --unicode -i
 D:\Program Files\BMC Software\ARSystem -m

 Action Request System(R)  Plug-In Server   Version 7.6.04 SP2 201110080614
 (c) Copyright 2001-2011 BMC Software, Inc.

 Action Request System(R) Approval Server   Version 7.6.04 SP2 201110080614
 (c) Copyright 1999-2011 BMC Software, Inc.


 Next item, checking the ar.cfg, I have the following lines that reference
 AREA and Plugin:

 Plugin-Path: D:\Program Files\BMC Software\ARSystem\arealdap
 Plugin: D:\Program Files\BMC Software\ARSystem\arealdap\areahub.dll
 AREA-Hub-Plugin:


 Should I add the path to areahub.dll on the AREA-Hub-Plugin line? Or
 something else?

 Thanks,
 JDHood


 -Original Message-
 On Thu, Dec 22, 2011 at 6:49 PM, Danny Kellett wrote:
 **
 JD,

 When you start the AR Server (or kill -9 arplugin) and it creates a new
 arplugin log file, do you see this anywhere?

 Plug-In Loaded: ARSYS.AREA.LDAP version 2

 In fact I would search for ARSYS.AREA.LDAP. If you don't have any in
 there, then the plugin isn't loading.

 If this is the case, comment out the arplugin line in the armonitor.conf
 and restart. Then you can start the arplugin manually from the commandline.
 Then if something is up, it will echo it to the console.

 I don't think your arealdap plugin is loading. In your ar.conf, have you
 got the arealdap.so (or dll) on a line beginning with Plugin: or
 AREA-Hub-Plugin:?

 If its the second one, then make sure you have Plugin:
 someDir/areahub.so (or dll)

 Kind regards
 Danny

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of JD Hood
 Sent: 22 December 2011 23:39
 To: arslist@ARSLIST.ORG
 Subject: Re: AREA LDAP logging question

 ** The plugin log only will show a single +VL and -VL per each login
 attempt.  I don't see anything that indicates it's loading the AREA plugin
 in the plugin log.

 When support saw that, they went straight to the ar.cfg, but the AREA
 config entries in there look fine.

 We do know that the bind user, login  pass are good because we can use
 those values with LDP to browse/search LDAP.

 So, something is wonky with the Remedy AREA plugin, they just don't know
 what yet. Bundled up  the config files and logs (java stuff too) and they
 are going to have a look, presumably with engineering.

 After all this, I wouldn't be surprised to find it's a network issue or
 something outside of Remedy. If only we could get logging to wake up, we
 could have better visibility into what it's doing. But the logging side is
 just not cooperating...

 Thanks,
 JDHood

 -Original Message-
 On Thu, Dec 22, 2011 at 3:14 PM, Grooms, Frederick W wrote:
 Do you see the lines in the log where it is loading the AREA plugin?   If
 not how is the arealdap plugin listed in the ar.cfg file?

 An additional thought...
 On Windows 7.6.04 is AREA now a Java plugin? If so it should be debugged
 thru the pluginsvr_config.xml and log4j_pluginsvr.xml files in the
 pluginsvr directory.

 Fred

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of JD Hood
 Sent: Wednesday, December 21, 2011 5:50 PM
 To: arslist@ARSLIST.ORG
 Subject: AREA LDAP logging question

 **
 7.6.04 ITSM on Windows  SQL Server

 I'm trying to configure AREA authentication. I have everything configured
 enough to make an authentication attempt and the attempt naturally fails.

 I do not have a POC at the LDAP server to check my test user's account or
 to check logging on the LDAP end.

 At this point, I'm not even

Re: AREA LDAP logging question

[JD Hood]

Now that that's working...

If I have multiple domains defined for LDAP auth in the AREA form, I
understand I need to specify additional arealdap.dll's on
additional AREA-Hub-Plugin: lines, ala:

AREA-Hub-Plugin: D:\Program Files\BMC
Software\ARSystem\arealdap\arealdap.dll
AREA-Hub-Plugin: D:\Program Files\BMC
Software\ARSystem\arealdap\arealdap_1.dll

Is it just as simple as copying the existing arealdap.dll and renaming it
to something like arealdap_1.dll and adding it on another AREA-Hub-Plugin
line?

I've tried that and it doesn't seem to work -- the authentication attempt
doesn't progress it to the second LDAP server...

Thanks,
JDHood




On Fri, Dec 23, 2011 at 8:59 AM, JD Hood hood...@gmail.com wrote:

 That did it and it's logging much more info now!

 I can *now* see from logging that the failure to auth is likely
 simple-bind being rejected on the LDAP server (I didn't realize LDP uses
 SASL by default). When I changed LDP to a simple, non ssl bind, the
 known-good login failed there as well. This would be a clue.

 Thank you ARSList!
 -JDHood


 On Thu, Dec 22, 2011 at 8:12 PM, Grooms, Frederick W 
 frederick.w.gro...@xo.com wrote:

 Ah ... It should be something like:

 Plugin-Path: D:\Program Files\BMC Software\ARSystem\arealdap
 Plugin: D:\Program Files\BMC Software\ARSystem\arealdap\areahub.dll
 AREA-Hub-Plugin: D:\Program Files\BMC
 Software\ARSystem\arealdap\arealdap.dll

 So the hub will load the arealdap plugin.  Without it the arealdap plugin
 is not loaded.

 Fred


 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of JD Hood
 Sent: Thursday, December 22, 2011 6:37 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: AREA LDAP logging question

 ** Ok, I just tried that with logging on and I see:

 PLGN TID: 005276 RPC ID: 00 Queue: Dispatcher
 Client-RPC: 00 /* Thu Dec 22 2011 19:16:06.3790 */AREAPlug-In
 Loaded: ARSYS.AREA.HUB version 2

 Next, I commented out the plugin server in the armonitor and cranked it
 up manually and I got the following:
 D:\Program Files\BMC Software\ARSystemarplugin.exe  --unicode -i
 D:\Program Files\BMC Software\ARSystem -m

 Action Request System(R)  Plug-In Server   Version 7.6.04 SP2 201110080614
 (c) Copyright 2001-2011 BMC Software, Inc.

 Action Request System(R) Approval Server   Version 7.6.04 SP2 201110080614
 (c) Copyright 1999-2011 BMC Software, Inc.


 Next item, checking the ar.cfg, I have the following lines that reference
 AREA and Plugin:

 Plugin-Path: D:\Program Files\BMC Software\ARSystem\arealdap
 Plugin: D:\Program Files\BMC Software\ARSystem\arealdap\areahub.dll
 AREA-Hub-Plugin:


 Should I add the path to areahub.dll on the AREA-Hub-Plugin line? Or
 something else?

 Thanks,
 JDHood


 -Original Message-
 On Thu, Dec 22, 2011 at 6:49 PM, Danny Kellett wrote:
 **
 JD,

 When you start the AR Server (or kill -9 arplugin) and it creates a new
 arplugin log file, do you see this anywhere?

 Plug-In Loaded: ARSYS.AREA.LDAP version 2

 In fact I would search for ARSYS.AREA.LDAP. If you don't have any in
 there, then the plugin isn't loading.

 If this is the case, comment out the arplugin line in the armonitor.conf
 and restart. Then you can start the arplugin manually from the commandline.
 Then if something is up, it will echo it to the console.

 I don't think your arealdap plugin is loading. In your ar.conf, have you
 got the arealdap.so (or dll) on a line beginning with Plugin: or
 AREA-Hub-Plugin:?

 If its the second one, then make sure you have Plugin:
 someDir/areahub.so (or dll)

 Kind regards
 Danny

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of JD Hood
 Sent: 22 December 2011 23:39
 To: arslist@ARSLIST.ORG
 Subject: Re: AREA LDAP logging question

 ** The plugin log only will show a single +VL and -VL per each login
 attempt.  I don't see anything that indicates it's loading the AREA plugin
 in the plugin log.

 When support saw that, they went straight to the ar.cfg, but the AREA
 config entries in there look fine.

 We do know that the bind user, login  pass are good because we can use
 those values with LDP to browse/search LDAP.

 So, something is wonky with the Remedy AREA plugin, they just don't know
 what yet. Bundled up  the config files and logs (java stuff too) and they
 are going to have a look, presumably with engineering.

 After all this, I wouldn't be surprised to find it's a network issue or
 something outside of Remedy. If only we could get logging to wake up, we
 could have better visibility into what it's doing. But the logging side is
 just not cooperating...

 Thanks,
 JDHood

 -Original Message-
 On Thu, Dec 22, 2011 at 3:14 PM, Grooms, Frederick W wrote:
 Do you see the lines in the log where it is loading the AREA plugin?   If
 not how is the arealdap plugin listed in the ar.cfg file?

 An additional thought...
 On Windows

Re: AREA LDAP logging question

[JD Hood]

I appreciate the offer, but the client might frown on posting their info on
the list. So, I've opened an issue with BMC instead.

But I think you might be on to something. I see a ton of logging for ARDBC,
but just a few lines for AREA on startup.

And I just realized I've omitted that we are setting it up for multiple
domain logins (Knowledge Article: KA288124 -- Configuring AREA LDAP in a
Multi-Domain Environment); however, we just have the one LDAP server
defined in AREA at this time.

MS's LDP.exe confirms we can reach the target LDAP server *and* bind using
our test user *and* authenticate with that test user outside of Remedy.

But within Remedy, we get Authentication Failed. We know we have the user
 pass correct, so the possibilities are: Remedy isn't actually connecting
to LDAP *or* it is connecting, but can't find the user. Until I can
validate the plugin is starting up and get logging to spit out more info,
I'm stuck using the braille method to troubleshoot.

Full circle now -- time to engage BMC support.

Thanks again,
JDHood


On Thu, Dec 22, 2011 at 2:44 AM, Walters, Mark mark_walt...@bmc.com wrote:

 **

 I suspect that either the AREA LDAP plugin is not being loaded for some
 reason or there is a configuration issue.

 ** **

 Are you able to post the ar.conf and the plugin log, from startup, so that
 I can see what you have set up?

 ** **

 Mark

 ** **

 I work for BMC, I don’t speak for them.

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *JD Hood
 *Sent:* 21 December 2011 23:50
 *To:* arslist@ARSLIST.ORG
 *Subject:* AREA LDAP logging question

 ** **

 ** 

 7.6.04 ITSM on Windows  SQL Server

 ** **

 I'm trying to configure AREA authentication. I have everything configured
 enough to make an authentication attempt and the attempt naturally fails.*
 ***

 ** **

 I do not have a POC at the LDAP server to check my test user's account or
 to check logging on the LDAP end.

 ** **

 At this point, I'm not even sure I'm reaching LDAP, successfully binding
 and/or hitting the test user's LDAP account.

 ** **

 With plugin logging on and set to ALL, I get about 730 lines of logging
 when I attempt to login with a test user.

 ** **

 Out of those 730 lines of logging, I only get the following two lines that
 mention AREA or my user:

 ** **

 PLGN TID: 005436 RPC ID: 86 Queue: AREA   Client-RPC:
 390695 /* Wed Dec 21 2011 18:14:13.9300 */+VLAREAVerifyLoginCallback
-- user TRAIN19

 PLGN TID: 005436 RPC ID: 86 Queue: AREA   Client-RPC:
 390695 /* Wed Dec 21 2011 18:14:13.9300 */-VL
FAIL 

 ** **

 ** **

 This is like troubleshooting via braille method. Is there another
 AREA/LDAP log or some way to log the bind and auth attempt on the REMEDY
 side?

 ** **

 I've checked ARSList archives and the BMC KB's and can't find anything
 that I haven't already tried. I do see some really nice log
 examples (Knowledge Article ID: KA334262) that I *WISH* I could capture on
 the Remedy Side. I think they would tell me what I need to know to get this
 working. For now, all I can find is those two measly log lines above.

 ** **

 Any suggestions on how to get AREA logging much more verbose on the
 *REMEDY SIDE*?

 ** **

 Thanks in advance!

 JDHood

 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 
 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: AREA LDAP logging question

[JD Hood]

Yep, it stumped BMC support during the webex too. It's there, plain as
day (Plugin-Log-Level:
100)*and* everything else is logging like a champ (or appears to be). Just
not AREA. No idea why or how to make it behave.

Thanks
JDHood




On Thu, Dec 22, 2011 at 2:14 PM, Danny Kellett 
danny.kell...@strategicworkflow.com wrote:

 **
 JD

 Your log snippet is not an example of the plugin log level set to 100. So
 do you have that line duplicated in you AR.cfg by accident?

 The BMC plugin is very good at letting you know what is wrong when set to
 100.

 Have you restarted since setting log level to 100?

 Regards
 Danny

 On 22 Dec 2011, at 18:53, JD Hood hood...@gmail.com wrote:

 ** I appreciate the offer, but the client might frown on posting their
 info on the list. So, I've opened an issue with BMC instead.

 But I think you might be on to something. I see a ton of logging for
 ARDBC, but just a few lines for AREA on startup.

 And I just realized I've omitted that we are setting it up for multiple
 domain logins (Knowledge Article: KA288124 -- Configuring AREA LDAP in a
 Multi-Domain Environment); however, we just have the one LDAP server
 defined in AREA at this time.

 MS's LDP.exe confirms we can reach the target LDAP server *and* bind using
 our test user *and* authenticate with that test user outside of Remedy.

 But within Remedy, we get Authentication Failed. We know we have the
 user  pass correct, so the possibilities are: Remedy isn't actually
 connecting to LDAP *or* it is connecting, but can't find the user. Until I
 can validate the plugin is starting up and get logging to spit out more
 info, I'm stuck using the braille method to troubleshoot.

 Full circle now -- time to engage BMC support.

 Thanks again,
 JDHood


 On Thu, Dec 22, 2011 at 2:44 AM, Walters, Mark mark_walt...@bmc.comwrote:

 **

 I suspect that either the AREA LDAP plugin is not being loaded for some
 reason or there is a configuration issue.

 ** **

 Are you able to post the ar.conf and the plugin log, from startup, so
 that I can see what you have set up?

 ** **

 Mark

 ** **

 I work for BMC, I don’t speak for them.

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *JD Hood
 *Sent:* 21 December 2011 23:50
 *To:* arslist@ARSLIST.ORG
 *Subject:* AREA LDAP logging question

 ** **

 ** 

 7.6.04 ITSM on Windows  SQL Server

 ** **

 I'm trying to configure AREA authentication. I have everything configured
 enough to make an authentication attempt and the attempt naturally fails.
 

 ** **

 I do not have a POC at the LDAP server to check my test user's account or
 to check logging on the LDAP end.

 ** **

 At this point, I'm not even sure I'm reaching LDAP, successfully binding
 and/or hitting the test user's LDAP account.

 ** **

 With plugin logging on and set to ALL, I get about 730 lines of logging
 when I attempt to login with a test user.

 ** **

 Out of those 730 lines of logging, I only get the following two lines
 that mention AREA or my user:

 ** **

 PLGN TID: 005436 RPC ID: 86 Queue: AREA  
 Client-RPC: 390695 /* Wed Dec 21 2011 18:14:13.9300 */+VL
  AREAVerifyLoginCallback  -- user TRAIN19

 PLGN TID: 005436 RPC ID: 86 Queue: AREA  
 Client-RPC: 390695 /* Wed Dec 21 2011 18:14:13.9300 */-VL
FAIL 

 ** **

 ** **

 This is like troubleshooting via braille method. Is there another
 AREA/LDAP log or some way to log the bind and auth attempt on the REMEDY
 side?

 ** **

 I've checked ARSList archives and the BMC KB's and can't find anything
 that I haven't already tried. I do see some really nice log
 examples (Knowledge Article ID: KA334262) that I *WISH* I could capture on
 the Remedy Side. I think they would tell me what I need to know to get this
 working. For now, all I can find is those two measly log lines above.

 ** **

 Any suggestions on how to get AREA logging much more verbose on the
 *REMEDY SIDE*?

 ** **

 Thanks in advance!

 JDHood

 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 
 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_


 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_

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Re: AREA LDAP logging question

[JD Hood]

The plugin log only will show a single +VL and -VL per each login attempt.
 I don't see anything that indicates it's loading the AREA plugin in the
plugin log.

When support saw that, they went straight to the ar.cfg, but the AREA
config entries in there look fine.

We do know that the bind user, login  pass are good because we can use
those values with LDP to browse/search LDAP.

So, something is wonky with the Remedy AREA plugin, they just don't know
what yet. Bundled up  the config files and logs (java stuff too) and they
are going to have a look, presumably with engineering.

After all this, I wouldn't be surprised to find it's a network issue or
something outside of Remedy. If only we could get logging to wake up, we
could have better visibility into what it's doing. But the logging side is
just not cooperating...

Thanks,
JDHood







On Thu, Dec 22, 2011 at 3:14 PM, Grooms, Frederick W 
frederick.w.gro...@xo.com wrote:

 Do you see the lines in the log where it is loading the AREA plugin?   If
 not how is the arealdap plugin listed in the ar.cfg file?

 An additional thought...
 On Windows 7.6.04 is AREA now a Java plugin? If so it should be debugged
 thru the pluginsvr_config.xml and log4j_pluginsvr.xml files in the
 pluginsvr directory.

 Fred

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of JD Hood
 Sent: Wednesday, December 21, 2011 5:50 PM
 To: arslist@ARSLIST.ORG
 Subject: AREA LDAP logging question

 **
 7.6.04 ITSM on Windows  SQL Server

 I'm trying to configure AREA authentication. I have everything configured
 enough to make an authentication attempt and the attempt naturally fails.

 I do not have a POC at the LDAP server to check my test user's account or
 to check logging on the LDAP end.

 At this point, I'm not even sure I'm reaching LDAP, successfully binding
 and/or hitting the test user's LDAP account.

 With plugin logging on and set to ALL, I get about 730 lines of logging
 when I attempt to login with a test user.

 Out of those 730 lines of logging, I only get the following two lines that
 mention AREA or my user:

 PLGN TID: 005436 RPC ID: 86 Queue: AREA   Client-RPC:
 390695 /* Wed Dec 21 2011 18:14:13.9300 */+VLAREAVerifyLoginCallback
-- user TRAIN19
 PLGN TID: 005436 RPC ID: 86 Queue: AREA   Client-RPC:
 390695 /* Wed Dec 21 2011 18:14:13.9300 */-VL
FAIL


 This is like troubleshooting via braille method. Is there another
 AREA/LDAP log or some way to log the bind and auth attempt on the REMEDY
 side?

 I've checked ARSList archives and the BMC KB's and can't find anything
 that I haven't already tried. I do see some really nice log
 examples (Knowledge Article ID: KA334262) that I *WISH* I could capture on
 the Remedy Side. I think they would tell me what I need to know to get this
 working. For now, all I can find is those two measly log lines above.

 Any suggestions on how to get AREA logging much more verbose on the
 *REMEDY SIDE*?

 Thanks in advance!
 JDHood


 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are


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Re: AREA LDAP logging question

[JD Hood]

Ok, I just tried that with logging on and I see:

PLGN TID: 005276 RPC ID: 00 Queue: Dispatcher Client-RPC:
00 /* Thu Dec 22 2011 19:16:06.3790 */AREAPlug-In Loaded:
ARSYS.AREA.HUB version 2

Next, I commented out the plugin server in the armonitor and cranked it up
manually and I got the following:

D:\Program Files\BMC Software\ARSystemarplugin.exe  --unicode -i
D:\Program Files\BMC Software\ARSystem -m

Action Request System(R)  Plug-In Server   Version 7.6.04 SP2 201110080614
(c) Copyright 2001-2011 BMC Software, Inc.

Action Request System(R) Approval Server   Version 7.6.04 SP2 201110080614
(c) Copyright 1999-2011 BMC Software, Inc.


Next item, checking the ar.cfg, I have the following lines that reference
AREA and Plugin:

Plugin-Path: D:\Program Files\BMC Software\ARSystem\arealdap
Plugin: D:\Program Files\BMC Software\ARSystem\arealdap\areahub.dll
AREA-Hub-Plugin:


Should I add the path to areahub.dll on the AREA-Hub-Plugin line? Or
something else?

Thanks,
JDHood




On Thu, Dec 22, 2011 at 6:49 PM, Danny Kellett 
danny.kell...@strategicworkflow.com wrote:

 **

 JD,

 ** **

 When you start the AR Server (or kill -9 arplugin) and it creates a new
 arplugin log file, do you see this anywhere?

 ** **

 Plug-In Loaded: ARSYS.AREA.LDAP version 2

 ** **

 In fact I would search for ARSYS.AREA.LDAP. If you don’t have any in
 there, then the plugin isn’t loading. 

 ** **

 If this is the case, comment out the arplugin line in the armonitor.conf
 and restart. Then you can start the arplugin manually from the commandline.
 Then if something is up, it will echo it to the console.

 ** **

 I don’t think your arealdap plugin is loading. In your ar.conf, have you
 got the arealdap.so (or dll) on a line beginning with Plugin: or
 AREA-Hub-Plugin:?

 ** **

 If its the second one, then make sure you have Plugin:
 someDir/areahub.so (or dll)

 ** **

 Kind regards

 Danny

 ** **

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *JD Hood
 *Sent:* 22 December 2011 23:39
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: AREA LDAP logging question

 ** **

 ** The plugin log only will show a single +VL and -VL per each login
 attempt.  I don't see anything that indicates it's loading the AREA plugin
 in the plugin log. 

 ** **

 When support saw that, they went straight to the ar.cfg, but the AREA
 config entries in there look fine.

 ** **

 We do know that the bind user, login  pass are good because we can use
 those values with LDP to browse/search LDAP.

 ** **

 So, something is wonky with the Remedy AREA plugin, they just don't know
 what yet. Bundled up  the config files and logs (java stuff too) and they
 are going to have a look, presumably with engineering.

 ** **

 After all this, I wouldn't be surprised to find it's a network issue or
 something outside of Remedy. If only we could get logging to wake up, we
 could have better visibility into what it's doing. But the logging side is
 just not cooperating...

 ** **

 Thanks,

 JDHood

 ** **

 ** **

 ** **

 ** **

 ** **

 ** **

 On Thu, Dec 22, 2011 at 3:14 PM, Grooms, Frederick W 
 frederick.w.gro...@xo.com wrote:

 Do you see the lines in the log where it is loading the AREA plugin?   If
 not how is the arealdap plugin listed in the ar.cfg file?

 An additional thought...
 On Windows 7.6.04 is AREA now a Java plugin? If so it should be debugged
 thru the pluginsvr_config.xml and log4j_pluginsvr.xml files in the
 pluginsvr directory.

 Fred


 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of JD Hood
 Sent: Wednesday, December 21, 2011 5:50 PM
 To: arslist@ARSLIST.ORG
 Subject: AREA LDAP logging question

 **
 7.6.04 ITSM on Windows  SQL Server

 I'm trying to configure AREA authentication. I have everything configured
 enough to make an authentication attempt and the attempt naturally fails.

 I do not have a POC at the LDAP server to check my test user's account or
 to check logging on the LDAP end.

 At this point, I'm not even sure I'm reaching LDAP, successfully binding
 and/or hitting the test user's LDAP account.

 With plugin logging on and set to ALL, I get about 730 lines of logging
 when I attempt to login with a test user.

 Out of those 730 lines of logging, I only get the following two lines that
 mention AREA or my user:

 PLGN TID: 005436 RPC ID: 86 Queue: AREA   Client-RPC:
 390695 /* Wed Dec 21 2011 18:14:13.9300 */+VLAREAVerifyLoginCallback
-- user TRAIN19
 PLGN TID: 005436 RPC ID: 86 Queue: AREA   Client-RPC:
 390695 /* Wed Dec 21 2011 18:14:13.9300 */-VL
FAIL


 This is like troubleshooting via braille method. Is there another
 AREA/LDAP log or some way to log the bind and auth attempt on the REMEDY
 side?

 I've checked ARSList archives and the BMC KB's and can't

AREA LDAP logging question

[JD Hood]

7.6.04 ITSM on Windows  SQL Server

I'm trying to configure AREA authentication. I have everything configured
enough to make an authentication attempt and the attempt naturally fails.

I do not have a POC at the LDAP server to check my test user's account or
to check logging on the LDAP end.

At this point, I'm not even sure I'm reaching LDAP, successfully binding
and/or hitting the test user's LDAP account.

With plugin logging on and set to ALL, I get about 730 lines of logging
when I attempt to login with a test user.

Out of those 730 lines of logging, I only get the following two lines that
mention AREA or my user:

PLGN TID: 005436 RPC ID: 86 Queue: AREA   Client-RPC:
390695 /* Wed Dec 21 2011 18:14:13.9300 */+VLAREAVerifyLoginCallback
   -- user TRAIN19
PLGN TID: 005436 RPC ID: 86 Queue: AREA   Client-RPC:
390695 /* Wed Dec 21 2011 18:14:13.9300 */-VL
   FAIL


This is like troubleshooting via braille method. Is there another AREA/LDAP
log or some way to log the bind and auth attempt on the REMEDY side?

I've checked ARSList archives and the BMC KB's and can't find anything that
I haven't already tried. I do see some really nice log examples (Knowledge
Article ID: KA334262) that I *WISH* I could capture on the Remedy Side. I
think they would tell me what I need to know to get this working. For now,
all I can find is those two measly log lines above.

Any suggestions on how to get AREA logging much more verbose on the *REMEDY
SIDE*?

Thanks in advance!
JDHood

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Re: AREA LDAP logging question

[JD Hood]

Thanks Jesus,

I'm OK with the set-up and with an ldap browser, I just need to get more
verbose logging on the Remedy side so I can see what the Remedy plugin is
doing to troubleshoot it.

Thanks again,
JDHood



On Wed, Dec 21, 2011 at 7:14 PM, VARGAS, JESUS EMILIO (JESUS EMILIO) 
jesus_emilio.var...@alcatel-lucent.com wrote:

 ** ** **

 The second mail part1 with the guide..!

 ** **

 Best Regards.

 ** **

 ** **

 *J. Emilio Vargas*
 ALCATEL-LUCENT
 Av. Ciencia #13 Zona Industrial.
 Cuautitlan Izcalli - México
 T:  +52 55 5870 9000
 M:  +52 1 55 5509 5590
 jesus_emilio.var...@alcatel-lucent.com 
   --

 *From:* VARGAS, JESUS EMILIO (JESUS EMILIO)
 *Sent:* Miércoles, 21 de Diciembre de 2011 06:12 p.m.
 *To:* 'arslist@ARSLIST.ORG'
 *Subject:* FW: AREA LDAP logging question

 ** **

 Hi JD Hood

 ** **

 My recommendation is first check if you AR Server is able to connect to
 AREA Server (Active Directory), as attach I send you a small software than
 can help you to do the test. Ldp.exe (.zip file)

 ** **

 And in a second mail w2guides “how to configure AREA…!” Is for old
 version, but the process is the same

 ** **

 Best Regards.

 *J. Emilio Vargas*
 ALCATEL-LUCENT
 Av. Ciencia #13 Zona Industrial.
 Cuautitlan Izcalli - México
 T:  +52 55 5870 9000
 M:  +52 1 55 5509 5590
 jesus_emilio.var...@alcatel-lucent.com 
   --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *JD Hood
 *Sent:* Miércoles, 21 de Diciembre de 2011 05:50 p.m.
 *To:* arslist@ARSLIST.ORG
 *Subject:* AREA LDAP logging question

 ** **

 ** 

 7.6.04 ITSM on Windows  SQL Server

 ** **

 I'm trying to configure AREA authentication. I have everything configured
 enough to make an authentication attempt and the attempt naturally fails.*
 ***

 ** **

 I do not have a POC at the LDAP server to check my test user's account or
 to check logging on the LDAP end.

 ** **

 At this point, I'm not even sure I'm reaching LDAP, successfully binding
 and/or hitting the test user's LDAP account.

 ** **

 With plugin logging on and set to **ALL**, I get about 730 lines of
 logging when I attempt to login with a test user.

 ** **

 Out of those 730 lines of logging, I only get the following two lines that
 mention AREA or my user:

 ** **

 PLGN TID: 005436 RPC ID: 86 Queue: AREA   Client-RPC:
 390695 /* Wed **Dec 21 2011** 18:14:13.9300 */+VL
  AREAVerifyLoginCallback  -- user TRAIN19

 PLGN TID: 005436 RPC ID: 86 Queue: AREA   Client-RPC:
 390695 /* Wed **Dec 21 2011** 18:14:13.9300 */-VL
  FAIL 

 ** **

 ** **

 This is like troubleshooting via braille method. Is there another
 AREA/LDAP log or some way to log the bind and auth attempt on the REMEDY
 side?

 ** **

 I've checked ARSList archives and the **BMC** KB's and can't find
 anything that I haven't already tried. I do see some really nice log
 examples (Knowledge Article ID: KA334262) that I *WISH* I could capture on
 the Remedy Side. I think they would tell me what I need to know to get this
 working. For now, all I can find is those two measly log lines above.

 ** **

 Any suggestions on how to get AREA logging much more verbose on the
 *REMEDY **SIDE***?

 ** **

 Thanks in advance!

 JDHood

 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 
  _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_

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Re: how to configure some users to use a private port in the web version

[JD Hood]

Perhaps the confusion stemmed from the language barrier. Personally, the
last few times I've contacted support, I know *I* had a heck of a time
understanding.

Halo, thanks for you to contacted BMC soopoort, my name Peggie...

-JDHood


On Fri, Dec 2, 2011 at 3:48 PM, Andrew C Goodall ago...@jcpenney.comwrote:

 ** ** **

 I think their confusing “pools” with users. I believe 80 -100 pools is
 recommended.

 ** **

 Regards,

  

 *Andrew Goodall*

 Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
 http://www.jcp.com/|
 972.431.1518
   --

 *From:* Action Request System discussion list(ARSList) [mailto:**
 arslist@ARSLIST.ORG**] *On Behalf Of *Easter, David
 *Sent:* Friday, December 02, 2011 2:24 PM

 *To:* **arslist@ARSLIST.ORG**
 *Subject:* Re: how to configure some users to use a private port in the
 web version
 

  ** **

 **Ø  **and we have been told that you should limit users to a maximum
 of 80 per mid tier

 ** **

 Not sure where that recommendation came from  - a Mid-Tier can easily
 handle more than 80 users…  Numbers that I’m aware of from BMC’s
 performance team are:

 ** **

 •   Each Mid Tier can handle up to 200 concurrent users per
 CPU-Core.

 •   BMC recommends a maximum of 400 concurrent users per servlet
 engine instance for most servlet engines. 

 ** **

 In fact, with 4 Mid-Tiers, a somewhat recent performance white paper
 emulated 2500 concurrent users.

 ** **

 18-Mar-2010 Describes performance and scalability of BMC **Remedy** IT
 Service Management 7.6, BMC Service Request Management 7.6, and BMC Atrium
 7.6 on Red Hat Linux® 
 PDFhttp://documents.bmc.com/supportu/documents/11/88/121188/121188.pdf
 

 ** **

 ** **

 -David J. Easter

 Manager of Product Management, **Remedy** Platform

 BMC Software, Inc.

  

 The opinions, statements, and/or suggested courses of action expressed in
 this E-mail do not necessarily reflect those of BMC Software, Inc.  My
 voluntary participation in this forum is not intended to convey a role as a
 spokesperson, liaison or public relations representative for BMC Software,
 Inc.

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:**
 arslist@ARSLIST.ORG**] *On Behalf Of *Pierson, Shawn
 *Sent:* Thursday, December 01, 2011 10:57 AM
 *To:* **arslist@ARSLIST.ORG**
 *Subject:* Re: how to configure some users to use a private port in the
 web version

 ** **

 ** 

 You’re going to have further problems.  We’ve been running into
 performance issues with the 7.6.4 Mid Tier, and we have been told that you
 should limit users to a maximum of 80 per mid tier, and the maximum number
 of records that can be returned by an operation needs to be given a maximum
 of 1000.  The best option is going to be to have multiple mid tiers, with
 the group you are talking about having their own, but understand that
 performance is going to be abysmal if you let the users retrieve more than
 1000 records.  As far as my conversations with BMC Support are concerned,
 I’ve been given the impression that the Mid Tier is incapable of using more
 powerful hardware.  For example, my Mid Tier has 6GB of memory, and they
 told me that I had to set Tomcat to only use 1GB, so the rest of the memory
 is basically wasted.

 ** **

 Thanks,

 ** **

 *Shawn Pierson *

 **Remedy** Developer | **Southern Union**

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:**
 arslist@ARSLIST.ORG**] *On Behalf Of *patchsk
 *Sent:* Thursday, December 01, 2011 12:49 PM
 *To:* **arslist@ARSLIST.ORG**
 *Subject:* how to configure some users to use a private port in the web
 version

 ** **

 ** With thick client we can add a RPC program in the login screen to have
 certain users to use a specific private port.

 With user tool about to be decommissioned did any one figured out how
 to achieve this with midtier?

 Seems like a very useful option is missing in the web or  at least not as
 flexible as it is with the user tool

 ** **

 Some of  our support groups in our company have large list of tickets like
 1400 tickets displaying in their overview console.

 We would like them to use a private port instead of impacting regular
 users.

 ** **

 I hope to find some kind of setting in user preferences but I did not see
 anything where I can specify a RPC port number.

 ** **

 So far our options are:

 1. Have them use user tool till it gets unusable.

 2. Install a separate midtier and configure with a private RPC and have
 these users login with that midtier.

 Seems possible but difficult to get approval for another piece of
 hardware, also extra maintenance.

 3. Split that support group to several subgroups or change their home page
 to use Incident or Change console instead of overview console.

 4. Beefup the hardware and increase the number of 

Re: I can't find Help Desk View

[JD Hood]

Hate to be blunt but the root-cause is:

*YOU* are the root cause!

You deleted structure directly in the DB, and not via the Remedy API (using
a Remedy client like Dev Studio) which caused the meta-data to be
incorrect. If the meta-data is not correct, the form will not display
(among other weird behaviors).

The AR system maintains some meta-data for each object in the system. When
you deleted the column directly in the DB, you corrupted the meta-data for
that table in the system. Likely, the row-count from the FIELD table did
not agree with the NUMFIELDS column value for that table in the
ARSCHEMA table. One of the behaviors you will see when this happens is
that the affected forms (tables) will not display in the Remedy clients.

Presuming you are just starting to gain experience with ARS, the best way
to recover from your mistake is to restore the DB from backup.

When you add, alter, delete structure in DevStudio, there is more going on
in the background than a simple DROP sql statement. When you do it directly
in the DB, the only thing that happens is the column vanishes. None of the
houskeeping/recordkeeping tasks get done. If you do not know what you are
doing in the AR System, you should definitely not go monkeying around in
the DB altering structure -- unless you want to learn a hard lesson via the
burn  learn method.

-JDHood


On Mon, Nov 14, 2011 at 5:13 AM, Mahmoud Mahdy-Mohamed 
mahmoud.mahdy-moha...@vodafone.com wrote:

 Dears,

 To export def file for Help Desk form, this may affect the production
 performance.
 So, I think this solution will be difficult and for the error message it
 will appear when I will try to delete the field again.
 I will send you the error message when it will appear.
 Now my concentration on the root cause for what happened.

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
 Sent: Monday, November 14, 2011 11:59 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: I can't find Help Desk View

 Hi,

 If you deleted things directly in the DB, this is most likely the
 root-cause.

 When you had problems deleting a field initially, this may be the result
 of an EARLIER direct sql change...

 I would not bother to understand why your view vanished when you deleted
 things in the DB, I would concentrate on why you could not delete the
 field in the first place.

 What is the ARERR-code when you try to delete your field?

 Try exporting your def-file of the form, and import it into a test/dev
 system, to check that your def is OK.

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

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

  Dears,
 
  I tried to delete the field from the form but when I couldn't do that I
  deleted it from the DB from both (Help Desk view, Help Desk Table) but
  unfortunately when I tested after deleting those fields from DB I opened
  ARUser to open Help Desk Form but error message appeared  Can't find
 Help
  desk form to open So, I searched for the Help Desk View in DB but I
  couldn't find it which cause to restore our daily DB Backup.
  The system now is working fine but due to shutdown the system for about 7
  hours, I'm asked to introduce the root cause of the problem or the
 reasons
  that may cause this defect.
  I don't have  realistic reasons for what happened.
  Please I need your advice.
 
  Thanks
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
  Sent: Monday, November 14, 2011 11:05 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: I can't find Help Desk View
 
  Hi,
 
  So after restoring the db, and restarting your AR Server, you get this
  message? What is the message number, is this in ARUser or in ARAdmin?
 
  You did not answer the question about how you did this. Did you do it
  directly in the database?
 
  In theory, you should be back to where you started, and in the first
 email
  you just said could not delete field, but now you are saying can't
 find
  form...
 
  Best Regards - Misi, RRR AB, http://rrr.se
 
  Dears,
 
  I'm using 7.1 version  and the error message is can't find Help Desk
  Form
  to Open when I tried to open it.
  I already restored the DB but I need the root cause of the problem or
  what
  the reasons that may cause to lose Help Desk View.
 
  Thanks
  Best Regards
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
  Sent: Monday, November 14, 2011 10:49 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: I can't find Help Desk View
 
  Hi,
 
  Do you mean that you 

Re: I can't find Help Desk View

[JD Hood]

Apologies if I seemed overly harsh, but I don't see much point in
tip-toeing around when the problem was self-inflicted. He kept replying
that he wanted to identify the root-cause and no-one else seemed like
they were going to spell it out for him, so I just cut to the heart of the
matter.

Ehh. It's early yet and apparently the coffee hasn't kicked in.

Again, apologies...

-JDHood



On Mon, Nov 14, 2011 at 8:47 AM, Chowdhury, Tauf tauf.chowdh...@frx.comwrote:

 **

 Man… that was harsh. 

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *JD Hood
 *Sent:* Monday, November 14, 2011 8:14 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: I can't find Help Desk View

 ** **

 ** Hate to be blunt but the root-cause is:

 ** **

 *YOU* are the root cause! 

 ** **

 You deleted structure directly in the DB, and not via the Remedy API
 (using a Remedy client like Dev Studio) which caused the meta-data to be
 incorrect. If the meta-data is not correct, the form will not display
 (among other weird behaviors).

 ** **

 The AR system maintains some meta-data for each object in the system. When
 you deleted the column directly in the DB, you corrupted the meta-data for
 that table in the system. Likely, the row-count from the FIELD table did
 not agree with the NUMFIELDS column value for that table in the
 ARSCHEMA table. One of the behaviors you will see when this happens is
 that the affected forms (tables) will not display in the Remedy clients.**
 **

 ** **

 Presuming you are just starting to gain experience with ARS, the best way
 to recover from your mistake is to restore the DB from backup.

 ** **

 When you add, alter, delete structure in DevStudio, there is more going on
 in the background than a simple DROP sql statement. When you do it directly
 in the DB, the only thing that happens is the column vanishes. None of the
 houskeeping/recordkeeping tasks get done. If you do not know what you are
 doing in the AR System, you should definitely not go monkeying around in
 the DB altering structure -- unless you want to learn a hard lesson via the
 burn  learn method.

 ** **

 -JDHood

 ** **

 ** **

 On Mon, Nov 14, 2011 at 5:13 AM, Mahmoud Mahdy-Mohamed 
 mahmoud.mahdy-moha...@vodafone.com wrote:

 Dears,

 To export def file for Help Desk form, this may affect the production
 performance.
 So, I think this solution will be difficult and for the error message it
 will appear when I will try to delete the field again.
 I will send you the error message when it will appear.
 Now my concentration on the root cause for what happened.


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

 Sent: Monday, November 14, 2011 11:59 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: I can't find Help Desk View

 Hi,

 If you deleted things directly in the DB, this is most likely the
 root-cause.

 When you had problems deleting a field initially, this may be the result
 of an EARLIER direct sql change...

 I would not bother to understand why your view vanished when you deleted
 things in the DB, I would concentrate on why you could not delete the
 field in the first place.

 What is the ARERR-code when you try to delete your field?

 Try exporting your def-file of the form, and import it into a test/dev
 system, to check that your def is OK.

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

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

  Dears,
 
  I tried to delete the field from the form but when I couldn't do that I
  deleted it from the DB from both (Help Desk view, Help Desk Table) but
  unfortunately when I tested after deleting those fields from DB I opened
  ARUser to open Help Desk Form but error message appeared  Can't find
 Help
  desk form to open So, I searched for the Help Desk View in DB but I
  couldn't find it which cause to restore our daily DB Backup.
  The system now is working fine but due to shutdown the system for about 7
  hours, I'm asked to introduce the root cause of the problem or the
 reasons
  that may cause this defect.
  I don't have  realistic reasons for what happened.
  Please I need your advice.
 
  Thanks
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
  Sent: Monday, November 14, 2011 11:05 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: I can't find Help Desk View
 
  Hi,
 
  So after restoring the db, and restarting your AR Server, you get this
  message? What is the message number, is this in ARUser or in ARAdmin?
 
  You did not answer

Re: I can't find Help Desk View

[JD Hood]

Mahmoud,

Sometimes the most enduring lessons are (unfortunately) learned painfully.
I've learned my fair share that way as well.

-JDHood


On Mon, Nov 14, 2011 at 9:08 AM, Mahmoud Mahdy-Mohamed 
mahmoud.mahdy-moha...@vodafone.com wrote:

 **

 Dears,

 ** **

 Thanks for all…. I closed the issue and learned the lesson from my mistake.
 

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Chowdhury, Tauf
 *Sent:* Monday, November 14, 2011 3:48 PM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: I can't find Help Desk View

  ** **

 ** 

 Man… that was harsh. 

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *JD Hood
 *Sent:* Monday, November 14, 2011 8:14 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: I can't find Help Desk View

 ** **

 ** Hate to be blunt but the root-cause is:

 ** **

 *YOU* are the root cause! 

 ** **

 You deleted structure directly in the DB, and not via the Remedy API
 (using a Remedy client like Dev Studio) which caused the meta-data to be
 incorrect. If the meta-data is not correct, the form will not display
 (among other weird behaviors).

 ** **

 The AR system maintains some meta-data for each object in the system. When
 you deleted the column directly in the DB, you corrupted the meta-data for
 that table in the system. Likely, the row-count from the FIELD table did
 not agree with the NUMFIELDS column value for that table in the
 ARSCHEMA table. One of the behaviors you will see when this happens is
 that the affected forms (tables) will not display in the Remedy clients.**
 **

 ** **

 Presuming you are just starting to gain experience with ARS, the best way
 to recover from your mistake is to restore the DB from backup.

 ** **

 When you add, alter, delete structure in DevStudio, there is more going on
 in the background than a simple DROP sql statement. When you do it directly
 in the DB, the only thing that happens is the column vanishes. None of the
 houskeeping/recordkeeping tasks get done. If you do not know what you are
 doing in the AR System, you should definitely not go monkeying around in
 the DB altering structure -- unless you want to learn a hard lesson via the
 burn  learn method.

 ** **

 -JDHood

 ** **

 ** **

 On Mon, Nov 14, 2011 at 5:13 AM, Mahmoud Mahdy-Mohamed 
 mahmoud.mahdy-moha...@vodafone.com wrote:

 Dears,

 To export def file for Help Desk form, this may affect the production
 performance.
 So, I think this solution will be difficult and for the error message it
 will appear when I will try to delete the field again.
 I will send you the error message when it will appear.
 Now my concentration on the root cause for what happened.


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

 Sent: Monday, November 14, 2011 11:59 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: I can't find Help Desk View

 Hi,

 If you deleted things directly in the DB, this is most likely the
 root-cause.

 When you had problems deleting a field initially, this may be the result
 of an EARLIER direct sql change...

 I would not bother to understand why your view vanished when you deleted
 things in the DB, I would concentrate on why you could not delete the
 field in the first place.

 What is the ARERR-code when you try to delete your field?

 Try exporting your def-file of the form, and import it into a test/dev
 system, to check that your def is OK.

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

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

  Dears,
 
  I tried to delete the field from the form but when I couldn't do that I
  deleted it from the DB from both (Help Desk view, Help Desk Table) but
  unfortunately when I tested after deleting those fields from DB I opened
  ARUser to open Help Desk Form but error message appeared  Can't find
 Help
  desk form to open So, I searched for the Help Desk View in DB but I
  couldn't find it which cause to restore our daily DB Backup.
  The system now is working fine but due to shutdown the system for about 7
  hours, I'm asked to introduce the root cause of the problem or the
 reasons
  that may cause this defect.
  I don't have  realistic reasons for what happened.
  Please I need your advice.
 
  Thanks
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
  Sent: Monday, November 14, 2011 11:05 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: I can't find Help Desk View
 
  Hi,
 
  So after restoring

Re: Oracle-RAC and ARS Issues?

[JD Hood]

Apologies for not detailing the env further (can't ya'll read my mind?)

So...

Three environments, Prod, Test, Dev. All single servers, no AR Server groups
involved.

All are ARS 7.1, CMDB 2.01, ITSM 6.x on ORA 10g

Yes, the versions are old and 7.1 is unsupported, but it was working just
fine until the weekend of Sep 24. ORA folks swear nothing changed on or
about that date. I've mentioned upgrading ARS, BMC Support mentioned it --
Client will not upgrade unless there is no other option.

Issue has manifested itself only in Test and Dev env's and the effects have
been similar. Prod has not been impacted.

Test and Dev databases are both on Oracle RAC env's. I do not think Prod is
on RAC, but I could be wrong. I have no idea how RAC is configured -- we
don't have direct access to the DB host(s) and  the DBA's don't seem very
interested in helping.

 Dev is a VM and was installed from scratch.

Test is a VM and was a copy of the Prod DB.

TNS config is unknown, but I'm fairly certain we have access to the ARS
host, so I will investigate that side of it.

Setting affinity to the primary RAC node sounds mandatory to me and I'll
inquire about that.

I'm also going to see if we can move the DB off the RAC cluster and put it
on a stand-alone Oracle host. I don't think they will allow that, but I can
ask. Seems like a reasonable way to determine if the issue may be an ARS/RAC
issue or not.

Troubleshooting - arerror.log reveals nothing more than Server is unable to
load form, guide, whatever.

BMC Support went straight to the field-count discrepancy and got
tunnel-vision on that. To be fair, the client's security severely restricts
their troubleshooting avenues. All they could/did do was try to address the
symptoms.

Otherwise, due to looming deadlines, the client just restored DB backups to
repair the symptoms. Obviously because of the recurrences, the DB restore
does not resolve the issue.

That's about where we are at. I was offsite last week with a different
client, but I'm back on-site tomorrow. It will be interesting to see how
it's going...

JDH



On Sun, Oct 16, 2011 at 4:25 AM, John Peto john.p...@telewest.co.uk wrote:

 Hi JD,

 I think it's got to be something mis-configured, it's obviously not random
 as it's only affecting the system-data as you've described..
 I think for more help you need to explain the config.  How's the tns setup?
  Is it a server group?  Is there a loadbalancer for the db?
 How many app servers vs db nodes.  If there was a RAC problem then surely
 all data would be affected.  Surely Updates to the data described only
 happen when you make admin changes?   I had some crazy thoughts about things
 like a dev or test environment somehow hitting the production db via a mis
 configured load balanced VIP for the DB (we never used a load balanced db
 connection for RAC, the TNS failover gave us much more control) that is
 pointing to a prod node.  That could cause the problems described.  Could
 different servers in a server group be enabled for admin somehow (not sure
 if you'd get the same problem though)?

 I'd definitely add TNS affinity for the admin server to node 1, and if it's
 a server group I'd have all other servers set to NULL in the rankings for
 admin.

 It's like the cache is getting messed up - which is understandable if
 you've got db problems - but why that gets written back to the db is a
 mystery.  We don't use any out of the box stuff - so it could ITSM type
 stuff that is doing commits to the db.

 You might list all the things you've checked so far?

 Regards,

 JP.


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Re: Oracle-RAC and ARS Issues?

[JD Hood]

Hi John,

We're not quite sure where the problem is coming from, but the discrepancies
between ARSCHEMA numfields and the corresponding rowcounts in FIELD is an
actual data discrepancy. The DB is not corrupted and appears quite readable,
but ARS data (the field counts, the way views are displayed with missing
fields) is definitely scrambled. To be clear, the data is scrambled as if
someone was in there randomly running well-formed UPDATE statements and just
inserting/modifying valid (but goofy) data in the meta-data tables.
Actually, the last time, rows were missing from FIELD for HPD:HelpDesk and
other forms (but the T,H and B tables all seemed ok).

Like I said, it's weird to the point of mind-boggling. To make matters worse
the client's security restrictions place  debilitating handicaps on
trouble-shooting. They demand someone fix the engine, but refuse to allow
anyone to open the hood (bonnet).

So, I'm left with casting a wide net to see if anyone else has had or heard
of similar probs...

Thanks,
JDHood

On Sat, Oct 15, 2011 at 12:38 AM, John Peto john.p...@telewest.co.ukwrote:

 Hi,

 Do you have affinity set between oracle client / db (think this is just tns
 syntax), or are not using a load balanced VIP for the SID?  TNS affinity
 causes app servers to prefer a particular db node if it's available, can
 make troubleshooting easier and would mean that all admin work is carried
 out on one db node.  SQL like the following show what is connected to what:

 set pagesize 1000
 column From Machine format a20
 select count(*) Number of Connections, machine From Machine,
 b.instance_name
  To Instance
 from gv$session a, gv$instance b
 where a.username='ARADMIN' and a.inst_id=b.inst_id
 and machine in ('YOUR APP SERVER 1','YOUR APP SERVER 2')
 group by machine, b.instance_name
 order by From Machine
 /

 Also not sure I understand where the problem is.  Is the cache corrupted or
 is the db corrupted?  If the db is corrupted then the cache must get
 corrupted 1st after a restore and then get commited back to db - by what
 mechanism would that happen... Probably I'm just not understanding the
 problem.

 It's such a crazy sounding problem that SAN cache or something might be the
 problem, but that's crazy talk.

 Can't imagine any of this will be particulalry useful but i can't sleep :-)


 ___
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Re: John Doe

[JD Hood]

The list should have Troll-Tags like Deer-Tags. Dan B. can be the game
warden.
Sounds like you may be getting close to busting one!

Back to the peanut gallery,
-JDHood


On Sat, Oct 15, 2011 at 6:12 PM, Rick Cook remedyr...@gmail.com wrote:

 **

 Pretty sure.  I have been wrong before, but I did some research before I
 said that, and I think I know your real name and where you live. As has been
 said before, if you need to be anonymous for whatever reason, it isn't a
 huge deal, and I won't share what I think your real name is here.
 Threatening other people over it is.  We are a community here.  You
 obviously have the technical skills and experience to be a valued member
 here.  The only question is your attitude toward others.  Might suggest you
 focus on that.

 Rick
 On Oct 15, 2011 3:03 PM, John Doe hornetl...@yahoo.com wrote:

 **
 Really Rick?  Are you certain?
 --
 *From:* Rick Cook remedyr...@gmail.com
 *To:* arslist@ARSLIST.ORG
 *Sent:* Saturday, October 15, 2011 3:40 PM
 *Subject:* Re: John Doe

 **
 It isn't his real name, LJ.   You didn't do anything wrong.
 Rick
 On Oct 15, 2011 10:26 AM, LJ LongWing lj.longw...@gmail.com wrote:

 **
 I did ask if that was your real name…this is the first time I have seen
 that you said it is…I was simply curious and asked a question.  Sorry that
 you consider that question harassment.  I’ll consider the matter closed if
 you would like.
 ** **
 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *John Doe
 *Sent:* Saturday, October 15, 2011 10:50 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Windows 7 and Internet Explorer version 9
 ** **
 ** 
 Joe,

 You logic is off. How do I know your real name is Joe? I don't and neither
 of you know if my real name is NOT Jonathan Doe. There are a few people who
 have that name. But see I don't accuse you of this as you both have now
 done.

 If your way of saying hello is accusing someone of hiding their real name
 when it might be their real name then you have some serious problems. This
 has nothing to do with the subject matter, sorry.

 I have identified myself and you continually harass me. It doesn't matter
 how senior you are harassment is harassement and I am asking nicely to
 please stop.

 Thank you,
 Jonathan Doe
 ** **
 --
 *From: *Joe Martin D'Souza jdso...@shyle.net;
 *To: *arslist@ARSLIST.ORG;
 *Subject: *Re: Windows 7 and Internet Explorer version 9
 *Sent: *Fri, Oct 14, 2011 5:30:41 PM 
  
 LJ has been known to this forum for a few years and I can assure you he
 doesn’t harass people participating on here..
  
 It is one of the forums etiquette if you are not aware, to identify
 yourself instead of coming in as John Smith. Dan Bloom the founder of this
 list had compiled a few list etiquette a few years ago, and identifying
 yourself was one of them. If you do not wish to identify because it may be
 against your corporation policies or whatever other reasons, you could say
 so and we all understand that, but its presumptions to assume that a long
 timer such as LJ is harassing you by asking to identify yourself.. Its an
 attempt to keep this list not just rich in its technical content, but to
 build a true social circle of Remedy professionals..
  
 I do understand you may be relatively new on here so may not be aware of
 this lists etiquettes, but I’m sure Dan would be happy to send them to you
 if you do wish to go through them..
  
 Cheers
  
 Joe
  
 *From:* John Doe 
 *Sent:* Friday, October 14, 2011 12:59 PM
 *Newsgroups:* public.remedy.arsystem.general
 *To:* arslist@ARSLIST.ORG 
 *Subject:* Re: Windows 7 and Internet Explorer version 9
  
 ** 
 What does my login ID have to do with the subject matter, sir?
 Please do not harass fellow posters or it will be reported.
 Thank you.
  
 --
 *From: *LJ LongWing lj.longw...@gmail.com;
 *To: *hornetl...@yahoo.com;
 *Subject: *RE: Windows 7 and Internet Explorer version 9
 *Sent: *Fri, Oct 14, 2011 3:29:30 PM 
 John,
 I noticed your name on the list a few days ago, and thought to myself ‘who
 is that, why are they trying to hide’…so I looked back through the archives
 and found posts going back to Feb timeframe…and all of the post I found are
 well worded and such….just wondering if your name really is John Doe, or if
 you have a different name that you are hiding for some reason.
  
 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *John Doe
 *Sent:* Friday, October 14, 2011 8:29 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Windows 7 and Internet Explorer version 9
  
 ** 
 Oh Matt...here we go again my friend, 
  
 Unfortunately, this compatibility matrix answer falls into the all to
 familiar category of latest versions and higher 

Oracle-RAC and ARS Issues?

[JD Hood]

Having a really weird issue at a client where, when you restart the AR
Server service (not every time, but at random nth restarts)...
- Random forms fail to load in the server (won't list in client  won't list
in the Admin tool, but T,H,B tables are still there with data)
- Random fields vanish on forms
- All guides (filter  active link) fail to load
- could be some other probs, but we didn't look as we have our hands full
dealing with the first three

The first time this occurred, we found that the numfields value in ARSCHEMA
table did not agree with the rowcount in the FIELD table for some CMDB forms
(AST: forms). The problem has occurred three times over as many weeks and
restoring the DB from backup each time it happens is not feasible as along
term resolution -- we need to figure out the root cause. The site is secure
and sharing logs, screenshots or webexing is not allowed, so troubleshooting
is problematic.

I mentioned the symptoms to a colleague and it prompted a vague memory of
some issue between an earlier version of ARS and Oracle-RAC, even though the
versions were listed as compatible. BMC support can't find any mention and
so far (considering the site security restrictions) have only been treating
the symptoms. BMC support seems to think the problem is running multiple
class manager jobs at the same time, but we aren't doing that. The last time
it happened, the system came back up with a *bunch* of corrupted forms (bad
field counts between arschema and field tables for a variety of forms) and a
change pending class manager job showed up out of nowhere -- before system
restart, we weren't doing anything in class manager / class manager was
idle.

In trying to make sense of this, I can only imagine that ARS starts up and
connects to the Oracle-RAC cluster in such a screwed-up fashion that it
either retrieves (or causes RAC to return) pieces of the database from
different points in time -OR- skips parts of the DB -OR- the Oracle-RAC
cluster is not keeping itself in sync like we think -OR-
heck-if-i-know-feel-free-to-guess. All I can say is I've never encountered
the behavior before and it's beyond weird.

Two questions:
1. Disregarding the issues I've mentioned, does anyone recall ANY (and I
mean *any*) issues between Oracle-RAC and any version of ARS? It's the only
clue we have at this point and I'm grasping at straws.

2. Has anybody experienced the described weirdness, regardless of ARS
version?

Thanks,
JDHood

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Re: Oracle-RAC and ARS Issues?

[JD Hood]

Thanks Rick -- We're in the same boat with just a vague recollection. But at
least your recollection and ours indicates it wasn't some weird dream. Or
does it? BMC Support (backline) says no Oracle-RAC issues exist in their
KB's!  Maybe we *are* in the twilight zone.

JDHood


On Fri, Oct 14, 2011 at 5:17 PM, Rick Cook remedyr...@gmail.com wrote:

 ** I seem to recall an issue in 7.5 where RAC would not play nicely with
 Server Groups.  It was a while ago, so I don't remember the details.
 Sorry.  :-/

 Rick


 On Fri, Oct 14, 2011 at 2:03 PM, Chowdhury, Tauf 
 tauf.chowdh...@frx.comwrote:

 **
  Yeah, from my understanding, the way RAC works is similar to load
 balancing.
 You connect to a virtual SID like Remedy-RAC
 Then, based on some magical parameters, your individual DB connections get
 spread out amongst the nodes like Node1, Node2, Node3 etc...
 Now, could there be an issue with the Nodes themselves having replication
 issues? Maybe... I guess a good test would be to do some SQL queries
 directly against the nodes after determining which one of your servers are
 connecting to which node.
 That is the troubleshooting route we may take but it's late on a Friday
 and there's a slim chance I'll find any DBA help now.

 --
 *From:* Action Request System discussion list(ARSList) on behalf of LJ
 LongWing
 *Sent:* Fri 10/14/2011 3:34 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Oracle-RAC and ARS Issues?

 **

 JD,

 While I have never seen these symptoms, I agree with you that it appears,
 somehow to be related with the communication method between your remedy
 server and your DB.  As I understand the RAC, it’s a Clustering software,
 and if not performing properly, I could totally see problems with restarting
 and the node you were on is not the one you re-connected to.  One
 troubleshooting step you could take would be to shut down all of the nodes
 of the cluster except one….work with it for awhile…then shutdown and restart
 to see if you have problems….I know it’s a bit extreme…and may not be
 feasible to your situation, but it’s something I would put on my list of ‘to
 try’ J



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *JD Hood
 *Sent:* Friday, October 14, 2011 1:13 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Oracle-RAC and ARS Issues?



 ** Having a really weird issue at a client where, when you restart the AR
 Server service (not every time, but at random nth restarts)...

 - Random forms fail to load in the server (won't list in client  won't
 list in the Admin tool, but T,H,B tables are still there with data)

 - Random fields vanish on forms

 - All guides (filter  active link) fail to load

 - could be some other probs, but we didn't look as we have our hands full
 dealing with the first three



 The first time this occurred, we found that the numfields value in
 ARSCHEMA table did not agree with the rowcount in the FIELD table for some
 CMDB forms (AST: forms). The problem has occurred three times over as many
 weeks and restoring the DB from backup each time it happens is not feasible
 as along term resolution -- we need to figure out the root cause. The site
 is secure and sharing logs, screenshots or webexing is not allowed, so
 troubleshooting is problematic.



 I mentioned the symptoms to a colleague and it prompted a vague memory of
 some issue between an earlier version of ARS and Oracle-RAC, even though the
 versions were listed as compatible. BMC support can't find any mention and
 so far (considering the site security restrictions) have only been treating
 the symptoms. BMC support seems to think the problem is running multiple
 class manager jobs at the same time, but we aren't doing that. The last time
 it happened, the system came back up with a *bunch* of corrupted forms (bad
 field counts between arschema and field tables for a variety of forms) and a
 change pending class manager job showed up out of nowhere -- before system
 restart, we weren't doing anything in class manager / class manager was
 idle.



 In trying to make sense of this, I can only imagine that ARS starts up and
 connects to the Oracle-RAC cluster in such a screwed-up fashion that it
 either retrieves (or causes RAC to return) pieces of the database from
 different points in time -OR- skips parts of the DB -OR- the Oracle-RAC
 cluster is not keeping itself in sync like we think -OR-
 heck-if-i-know-feel-free-to-guess. All I can say is I've never encountered
 the behavior before and it's beyond weird.



 Two questions:

 1. Disregarding the issues I've mentioned, does anyone recall ANY (and I
 mean *any*) issues between Oracle-RAC and any version of ARS? It's the only
 clue we have at this point and I'm grasping at straws.



 2. Has anybody experienced the described weirdness, regardless of ARS
 version?



 Thanks,

 JDHood

 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
 _attend WWRUG11

Re: Oracle-RAC and ARS Issues?

[JD Hood]

Sound idea, but just not feasible. There are too many other eggs in that RAC
basket. But I think I will ask if they can stand up the AR instance on a
stand-alone, non-rac Oracle host though.

Thanks,
JDHood

On Fri, Oct 14, 2011 at 3:34 PM, LJ LongWing lj.longw...@gmail.com wrote:

 **

 JD,

 While I have never seen these symptoms, I agree with you that it appears,
 somehow to be related with the communication method between your remedy
 server and your DB.  As I understand the RAC, it’s a Clustering software,
 and if not performing properly, I could totally see problems with restarting
 and the node you were on is not the one you re-connected to.  One
 troubleshooting step you could take would be to shut down all of the nodes
 of the cluster except one….work with it for awhile…then shutdown and restart
 to see if you have problems….I know it’s a bit extreme…and may not be
 feasible to your situation, but it’s something I would put on my list of ‘to
 try’ J

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *JD Hood
 *Sent:* Friday, October 14, 2011 1:13 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Oracle-RAC and ARS Issues?

 ** **

 ** Having a really weird issue at a client where, when you restart the AR
 Server service (not every time, but at random nth restarts)...

 - Random forms fail to load in the server (won't list in client  won't
 list in the Admin tool, but T,H,B tables are still there with data)

 - Random fields vanish on forms

 - All guides (filter  active link) fail to load

 - could be some other probs, but we didn't look as we have our hands full
 dealing with the first three

 ** **

 The first time this occurred, we found that the numfields value in ARSCHEMA
 table did not agree with the rowcount in the FIELD table for some CMDB forms
 (AST: forms). The problem has occurred three times over as many weeks and
 restoring the DB from backup each time it happens is not feasible as along
 term resolution -- we need to figure out the root cause. The site is secure
 and sharing logs, screenshots or webexing is not allowed, so troubleshooting
 is problematic.

 ** **

 I mentioned the symptoms to a colleague and it prompted a vague memory of
 some issue between an earlier version of ARS and Oracle-RAC, even though the
 versions were listed as compatible. BMC support can't find any mention and
 so far (considering the site security restrictions) have only been treating
 the symptoms. BMC support seems to think the problem is running multiple
 class manager jobs at the same time, but we aren't doing that. The last time
 it happened, the system came back up with a *bunch* of corrupted forms (bad
 field counts between arschema and field tables for a variety of forms) and a
 change pending class manager job showed up out of nowhere -- before system
 restart, we weren't doing anything in class manager / class manager was
 idle.

 ** **

 In trying to make sense of this, I can only imagine that ARS starts up and
 connects to the Oracle-RAC cluster in such a screwed-up fashion that it
 either retrieves (or causes RAC to return) pieces of the database from
 different points in time -OR- skips parts of the DB -OR- the Oracle-RAC
 cluster is not keeping itself in sync like we think -OR-
 heck-if-i-know-feel-free-to-guess. All I can say is I've never encountered
 the behavior before and it's beyond weird.

 ** **

 Two questions: 

 1. Disregarding the issues I've mentioned, does anyone recall ANY (and I
 mean *any*) issues between Oracle-RAC and any version of ARS? It's the only
 clue we have at this point and I'm grasping at straws.

 ** **

 2. Has anybody experienced the described weirdness, regardless of ARS
 version?

 ** **

 Thanks,

 JDHood

 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ 
  _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_


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Re: Oracle-RAC and ARS Issues?

[JD Hood]

Hey Joe,

BMC Support has been briefed. Also given the RAC clue. But with the site
security restrictions, they didn't seem too interested in researching too
deep for us. Example -- we know there was some issue with Oracle RAC and a
previous ARS version, but they advised they could find no mention of any
issue with RAC. So, BMC support has probably done all they are going to do.
Hence, we are reaching out to the ARS List.

Thanks,
JDHood

On Fri, Oct 14, 2011 at 5:51 PM, Joe Martin D'Souza jdso...@shyle.netwrote:

 **

 BMC support once gave me a script (SQL) to check for inconsistencies within
 the database when we had some container related issues..

 This script verifies such problems and the commented lines in the script
 tells you what you should expect for a consistent result. You may want to
 ask them for it and use it to further diagnose your problem.

 Joe

  *From:* JD Hood hood...@gmail.com
 *Sent:* Friday, October 14, 2011 3:13 PM
 *Newsgroups:* public.remedy.arsystem.general
 *To:* arslist@ARSLIST.ORG
 *Subject:* Oracle-RAC and ARS Issues?

 ** Having a really weird issue at a client where, when you restart the AR
 Server service (not every time, but at random nth restarts)...
 - Random forms fail to load in the server (won't list in client  won't
 list in the Admin tool, but T,H,B tables are still there with data)
 - Random fields vanish on forms
 - All guides (filter  active link) fail to load
 - could be some other probs, but we didn't look as we have our hands full
 dealing with the first three

 The first time this occurred, we found that the numfields value in ARSCHEMA
 table did not agree with the rowcount in the FIELD table for some CMDB forms
 (AST: forms). The problem has occurred three times over as many weeks and
 restoring the DB from backup each time it happens is not feasible as along
 term resolution -- we need to figure out the root cause. The site is secure
 and sharing logs, screenshots or webexing is not allowed, so troubleshooting
 is problematic.

 I mentioned the symptoms to a colleague and it prompted a vague memory of
 some issue between an earlier version of ARS and Oracle-RAC, even though the
 versions were listed as compatible. BMC support can't find any mention and
 so far (considering the site security restrictions) have only been treating
 the symptoms. BMC support seems to think the problem is running multiple
 class manager jobs at the same time, but we aren't doing that. The last time
 it happened, the system came back up with a *bunch* of corrupted forms (bad
 field counts between arschema and field tables for a variety of forms) and a
 change pending class manager job showed up out of nowhere -- before system
 restart, we weren't doing anything in class manager / class manager was
 idle.

 In trying to make sense of this, I can only imagine that ARS starts up and
 connects to the Oracle-RAC cluster in such a screwed-up fashion that it
 either retrieves (or causes RAC to return) pieces of the database from
 different points in time -OR- skips parts of the DB -OR- the Oracle-RAC
 cluster is not keeping itself in sync like we think -OR-
 heck-if-i-know-feel-free-to-guess. All I can say is I've never encountered
 the behavior before and it's beyond weird.

 Two questions:
 1. Disregarding the issues I've mentioned, does anyone recall ANY (and I
 mean *any*) issues between Oracle-RAC and any version of ARS? It's the only
 clue we have at this point and I'm grasping at straws.

 2. Has anybody experienced the described weirdness, regardless of ARS
 version?

 Thanks,
 JDHood
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Re: Any Method to check within a record for 'not null' options?

[JD Hood]

John,

If there is some user interaction that occurs as the result of each answer
pushed before the entire record is saved, then active-links are
appropriate -- even if you have to build one per question.

If there is no user interaction that occurs from each push, then I would
post-pone the push until all questions are answered and use filters.

Whether you use one AL/Filter with 20 pushes or 20 ALs/Filters with a single
push each -- you will still need to add or modify workflow each time you add
a question (presuming each answer is in a separate field). I don't see this
as a problem since you will already be in the dev-tool when you add the new
question.

Alternatively, if your questions  answers would fit on-screen gracefully
then you might be able to do something with table-fields and use a guide to
walk the answers. The UI would probably stink...

Regardless, I would imagine users would complain about the number of
questions they have to answer long before workflow performance became a
serious issue.

-JDHood



On Sun, Aug 28, 2011 at 4:12 AM, Shiju John johns...@gmail.com wrote:

 Hi,
 I have a generic issue. The issue is as described below:
 I have a form which stores 20 questions. These questions are not mandatory,
 and the user might answer any n questions out of this 20. I need to do a
 customization such that i need only the questions answered to be pushed to a
 new form, which segregates each of these n questions to n records in the
 new form.
 The basic and easiest approach would be to create 20 activelinks which
 checks if each question is answered or not, and based on that do a push to
 the new form. But this would degrade the performance as there are chances
 that the number of questions might increase in future. And this approach
 would be a hard code( method of implementing 20 active links) , and not
 configurable. Could some one suggest me a better approach to do this?

 Please pour in your thoughts !!! :)

 Thanks,
 Shiju.


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Re: Any Method to check within a record for 'not null' options?

[JD Hood]

If I understand what you want to do, there are different ways of reaching
your goal and opinions will vary on which is the best design. Perhaps the
simplest would be via table-field that reads from your questions form with
workflow to record (push) answers to wherever you like. So, it sounds like
you need to open the Workflow Objects Guide (presume v7.6.04) and read:
Using active link guides in client-side table fields (if you want to do
this client-side)
Using a filter guide to loop through a table field (if you want to do this
server-side)

As for performance, unless you have a metric ton of answers to process in
bulk/all-at-once (much more than 20), I don't think that the uncalibrated
human eye-ball would notice any reasonably objectionable performance issues
-- presuming your servers and network are decent.

If the user is triggering workflow to push the answer separately for each
question, then the performance would be about the same, whether it's one
answer or a million (presuming they aren't writing a book in the answer
field).

-JDHood


On Sun, Aug 28, 2011 at 5:20 AM, Shiju John johns...@gmail.com wrote:

 **
 Hi Hood,
 Thanks for your response.
 Just a little bit more elaboration on the issue.
 Just consider it as a checklist instead of the questions, for better
 understanding :). Some options would be irrelevant based on the
 application/release. In that case user wont be answering the respective
 question.
 Currently I am having a single back-end form (Form - A) which stores all
 these Questions as a single record. So if we have 20 questions, and user can
 enter values for n out of this 20 questions and the remaining (20-n) would
 be left blank. And in future what if we need to add more questions? we have
 to modify this form to accommodate the new questions.
 What i am thinking of right now is to create single records (in a new form
 - Form B) for each questions. So it doesn't matter, if in future new
 questions are amended or if some are removed, thereby making it a bit
 dynamic.
 But for this I have to traverse through each questions (seperate fields) in
 the respective record in Form A, and create individual records in Form-B.
 Thus Form-B would be containing only Question, Answer and relevant composite
 keys.
 This would there by result in 'n' Push actions, degrading the performance a
 bit (whether it be AL or Filter). I just want to know if we have any
 shortcuts/tricks in remedy to traverse through the individual values within
 a record, there by we can cut short this effort to some extend at least.
 Please let me know your comments on this.

 Thanks,
 Shiju...



 On Sun, Aug 28, 2011 at 11:56 AM, JD Hoodly  hood...@gmail.com wrote:

 ** John,


 If there is some user interaction that occurs as the result of each answer
 pushed before the entire record is saved, then active-links are
 appropriate -- even if you have to build one per question.

 If there is no user interaction that occurs from each push, then I would
 post-pone the push until all questions are answered and use filters.

 Whether you use one AL/Filter with 20 pushes or 20 ALs/Filters with a
 single push each -- you will still need to add or modify workflow each time
 you add a question (presuming each answer is in a separate field). I don't
 see this as a problem since you will already be in the dev-tool when you add
 the new question.

 Alternatively, if your questions  answers would fit on-screen gracefully
 then you might be able to do something with table-fields and use a guide to
 walk the answers. The UI would probably stink...

 Regardless, I would imagine users would complain about the number of
 questions they have to answer long before workflow performance became a
 serious issue.

 -JDHood



 On Sun, Aug 28, 2011 at 4:12 AM, Shiju John johns...@gmail.com wrote:

 Hi,
 I have a generic issue. The issue is as described below:
 I have a form which stores 20 questions. These questions are not
 mandatory, and the user might answer any n questions out of this 20. I
 need to do a customization such that i need only the questions answered to
 be pushed to a new form, which segregates each of these n questions to n
 records in the new form.
 The basic and easiest approach would be to create 20 activelinks which
 checks if each question is answered or not, and based on that do a push to
 the new form. But this would degrade the performance as there are chances
 that the number of questions might increase in future. And this approach
 would be a hard code( method of implementing 20 active links) , and not
 configurable. Could some one suggest me a better approach to do this?

 Please pour in your thoughts !!! :)

 Thanks,
 Shiju.


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 --

 Thanks and 

Re: Approval Central 7.6.04sp1

[JD Hood]

I always like to create a form -- call it, The Parking Lot or whatever.
Every custom field I add to any form in the system gets copied to the
parking lot. You can organize it by parent form with boxes or page fields,
etc and you can add the parking lot to the associated workflow. You could
also add an attachment field to store parent-form view-defs if you think
it's needed. That way, when the update/patch creams some custom work, at
least I still have an in-system backup I can copy/paste from. A bit kludgy,
but It's turned major headaches into minor ones before.

I don't know if this would scale to a heavily customized system, but there
are a bunch of techniques people use to CYA and this is just one.

-JDH

On Sat, Aug 20, 2011 at 11:32 AM, Tommy Morris
tommy.mor...@radioshack.comwrote:

 **

 Just as an FYI, the Approval Central form is masked to overwrite not merge
 in the upgrade script. I just upgraded from 7.6p3 to 7.6.04sp1 and all of my
 custom fields are gone, granted they were just buttons but that’s not the
 point. And no its not that the fields were just removed from the view they
 are gone and so are their active links. 

 ** **

 ** **

 ** **
 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_

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Re: Approval Central 7.6.04sp1

[JD Hood]

Also, now with the advent of Overlays, I might still use my parking lot --
at least until I gain some confidence with overlays. BMC may say overlays
are the safest way to go. My initial reaction is, I'm sure it is. You go
first  I'll hide  watch...

-JDH




On Sat, Aug 20, 2011 at 12:00 PM, JD Hood hood...@gmail.com wrote:

 I always like to create a form -- call it, The Parking Lot or whatever.
 Every custom field I add to any form in the system gets copied to the
 parking lot. You can organize it by parent form with boxes or page fields,
 etc and you can add the parking lot to the associated workflow. You could
 also add an attachment field to store parent-form view-defs if you think
 it's needed. That way, when the update/patch creams some custom work, at
 least I still have an in-system backup I can copy/paste from. A bit kludgy,
 but It's turned major headaches into minor ones before.

 I don't know if this would scale to a heavily customized system, but there
 are a bunch of techniques people use to CYA and this is just one.

 -JDH


 On Sat, Aug 20, 2011 at 11:32 AM, Tommy Morris 
 tommy.mor...@radioshack.com wrote:

 **

 Just as an FYI, the Approval Central form is masked to overwrite not merge
 in the upgrade script. I just upgraded from 7.6p3 to 7.6.04sp1 and all of my
 custom fields are gone, granted they were just buttons but that’s not the
 point. And no its not that the fields were just removed from the view they
 are gone and so are their active links. 

 ** **

 ** **

 ** **
 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_




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Re: Remedy Data Import

[JD Hood]

It's telling you that on the very first data-row of your import file, there
is a value that is not appropriate for it's field. ie, you may have a
selection field mapped that *only* allows values of either New, Work In
Progress, Resolved or Closed and your import file is trying to put a value
of WTF in that field.

Open the form you are trying to import to.
Open your import file in your favorite text editor or spreadsheet.
In the first data row of your import file, go column-by-column trying
the import-file-data in the corresponding fields on the form until you find
the import-file-data value(s) that the corresponding field(s) don't like.
Edit the data in the import-file to resolve the error.
Re-attempt the import.
Lather, rinse, repeat until your import succeeds without errors -or- the
error(s) become acceptable and you just skip the bad rows on import and
hand edit afterwards, guided by the import log.

 Good luck!
-JD Hood


On Mon, Aug 1, 2011 at 2:21 PM, Robert Soto rsoto...@yahoo.com wrote:

 I am attempting to export records from BMC.CORE:BMC_Application in a CSV
 file, for the purpose of editing and then re-importing the CSV file that I
 have edited using Remedy Data Import, but I keep getting this error message:
  Record 1 error (306): Value does not fall with the limits specified for
 this field. Any ideas?

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Re: Creating bulk assets - Remedy 7.6.03

[JD Hood]

There is downloadable PDFs that cover AIE, but honestly, You could open the
AIE console and examine one of the jobs, look at the example csv files and
probably figure it out fairly quick.

Things that aren't quite obvious and tips that seem to make things go
smoother:
CSV column headers - no spaces, punctuation or special chars.
CSV file names - no spaces
CSV file location - When I can, I usually create a directory path to the CSV
files to insure there are no spaces in the path.

The .tbl file will always be created to specify 254 char length for char
fields. This will usually present a verify warning that fields will be
truncated. As long as you are confident that the data in the csv will fit in
the mapped field, then you can ignore this warning.

If the job won't verify, double check the data in any columns for selection
fields or date/time fields. I've found there are far less errors if the data
in the column is correct for the mapped field ;-).

JDHood



On Thu, Jun 30, 2011 at 2:16 AM, Kali Obsum kali.ob...@macquarie.comwrote:

 ** **
 Hi All,

 Is there any documentation on how to load assets through AIE? Is it in the
 BMC docs/guides?

 Regards,
 Kali


  --
 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *JD Hood
 *Sent:* Tuesday, 28 June 2011 3:02 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Creating bulk assets - Remedy 7.6.03

 ** I was wondering the same... Perhaps AIE was too easy and just wasn't
 challenging enough?

 JDHood


 On Mon, Jun 27, 2011 at 1:25 PM, Francois Seegers 
 franco...@blueturtle.co.za wrote:

 **

 Hi Kali,

 

 Why not using the AIE?

 

 Francois

 

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Michael Burton
 *Sent:* Monday, June 27, 2011 6:25 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Creating bulk assets - Remedy 7.6.03

 

 ** 

 Hi,

 You need to do one import per form type.

 As for mandatory fields, first of all, manually create an entry on the
 form, and see which ones it demands (not many), then you'll need the data
 set id I mentioned below.

 Thanks

 -
 Mike
  
  --

 Date: Mon, 27 Jun 2011 20:04:57 +0800
 From: kali.ob...@macquarie.com
 Subject: Re: Creating bulk assets - Remedy 7.6.03
 To: arslist@ARSLIST.ORG

 ** 

 Hi Mike,

 

 Thanks! So I just need to import in 1 form? For example, if I want to
 create a Computer System asset, I just need to import to the
 AST:ComputerSystem form?

 

 Also, how do I know which fields are mandatory and which ones will be
 automatically generated? (e.g. Should I just leave the Reconciliation ID and
 Instance Id fields blank?)

 

 Regards,

 Kali

 

 
  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Michael Burton
 *Sent:* Monday, 27 June 2011 6:49 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Creating bulk assets - Remedy 7.6.03

 ** 

 Hi Kali,

 I've done quite a few of these. The best method I've found to use is:

 1) Create/Open the CSV and sanitise the data.
 2) Open the ComputerSystem form in the user tool and work out which column
 on the CSV you want to go in to which field on the CS form. I then write the
 name of the field in a new row at the top of the sheet and work my way
 across the sheet.
 3) If your not sure on the field names - open Dev Studio and cross check
 the field names with the actual name. I then write this in a further row at
 the top of the sheet.
 4) Once finished I delete the unused column names, and then map in to the
 Data Import tool.

 Once you've done it a few times, you can get quite proficient at it !!

 You'll also need to include some mandatory fields as well such as status
 and data set ID.

 Regards

 -
 Mike


  
  --

 Date: Mon, 27 Jun 2011 13:50:50 +0800
 From: kali.ob...@macquarie.com
 Subject: Creating bulk assets - Remedy 7.6.03
 To: arslist@ARSLIST.ORG

 ** 

 Hi,

 

 Has anyone tried to create bulk assets (Computer System, Database) using
 the Remedy 7 Data Import Tool. If yes, are there any documents around that
 offers a guide on what should be the values/columns used in the csv file and
 what forms should it be imported to?

 

 Thanks!

 

 Regards,

 Kali

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Re: Creating bulk assets - Remedy 7.6.03

[JD Hood]

I was wondering the same... Perhaps AIE was too easy and just wasn't
challenging enough?

JDHood


On Mon, Jun 27, 2011 at 1:25 PM, Francois Seegers 
franco...@blueturtle.co.za wrote:

 **

 Hi Kali,

 ** **

 Why not using the AIE?

 ** **

 Francois

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Michael Burton
 *Sent:* Monday, June 27, 2011 6:25 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Creating bulk assets - Remedy 7.6.03

 ** **

 ** 

 Hi,

 You need to do one import per form type.

 As for mandatory fields, first of all, manually create an entry on the
 form, and see which ones it demands (not many), then you'll need the data
 set id I mentioned below.

 Thanks

 -
 Mike
  
  --

 Date: Mon, 27 Jun 2011 20:04:57 +0800
 From: kali.ob...@macquarie.com
 Subject: Re: Creating bulk assets - Remedy 7.6.03
 To: arslist@ARSLIST.ORG

 ** 

 Hi Mike,

  

 Thanks! So I just need to import in 1 form? For example, if I want to
 create a Computer System asset, I just need to import to the
 AST:ComputerSystem form?

  

 Also, how do I know which fields are mandatory and which ones will be
 automatically generated? (e.g. Should I just leave the Reconciliation ID and
 Instance Id fields blank?)

  

 Regards,

 Kali

  

 ** **
  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Michael Burton
 *Sent:* Monday, 27 June 2011 6:49 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Creating bulk assets - Remedy 7.6.03

 ** 

 Hi Kali,

 I've done quite a few of these. The best method I've found to use is:

 1) Create/Open the CSV and sanitise the data.
 2) Open the ComputerSystem form in the user tool and work out which column
 on the CSV you want to go in to which field on the CS form. I then write the
 name of the field in a new row at the top of the sheet and work my way
 across the sheet.
 3) If your not sure on the field names - open Dev Studio and cross check
 the field names with the actual name. I then write this in a further row at
 the top of the sheet.
 4) Once finished I delete the unused column names, and then map in to the
 Data Import tool.

 Once you've done it a few times, you can get quite proficient at it !!

 You'll also need to include some mandatory fields as well such as status
 and data set ID.

 Regards

 -
 Mike


  
  --

 Date: Mon, 27 Jun 2011 13:50:50 +0800
 From: kali.ob...@macquarie.com
 Subject: Creating bulk assets - Remedy 7.6.03
 To: arslist@ARSLIST.ORG

 ** 

 Hi,

  

 Has anyone tried to create bulk assets (Computer System, Database) using
 the Remedy 7 Data Import Tool. If yes, are there any documents around that
 offers a guide on what should be the values/columns used in the csv file and
 what forms should it be imported to?

  

 Thanks!

  

 Regards,

 Kali

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Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.

[JD Hood]

Well, you specifically told the email system to notify the group Public
(group ID = 0) -and- there are sound reasons and a reasonable need for the
ability to notify by group ID. Unfortunately, you found out the hard way
what 0 resolves to...

You aren't alone as this is not the first time this has happened and likely
won't be the last. I'll presume you've already got a filter in place to
error if email address = 0.

Don't feel too bad. It's not like you ran rm -r * without realizing you
were from root while logged in as root on a unix box or something. (There's
a story somewhere in there...)

I don't mean to make light of your episode, but hopefully, you will look
back on this and get a chuckle. So, keep your chin up. You have a nice
bragging scar from this lesson.

JDHood

On Wed, Jun 8, 2011 at 6:49 AM, Andrew C Goodall ago...@jcpenney.comwrote:

 **

 All,



 FYI – for ITSM users



 We had an issue last week in which a service desk associate created a
 proposed people record for a vendor and entered a zero as the persons email
 address.

 Upon creating the incident with the new person as the customer the BMC
 workflow treated “zero” in the email field as meaning I need to email
 EVERYBODY that has a people record For use that is over 300,000 records!



 Needless to say our executives were not very happy about this, we had
 opened a CRITCAL issue with BMC on this because it was not as simple as
 deleting all the relevant records from “AR System Email Messages” form since
 the NTE functionality was shipping 100 records or so every few minutes to be
 processed by the email engine in “AR System Email Messages”.



 We needed to STOP the messages from getting processed by NTE, but BMC
 support did not have a remedy (HA – pardon the pun), they said we just had
 to let them process – RIDICULUOUS! Furthermore we found out through this
 issue that this is an “AS DESIGNED” feature – RIDICULULOUS!



 So be warned if you don’t want your service desk to accidently email
 everyone in the company add an active link to validate the value in the
 email field when creating a people record.



 It is breath taking to me why BMC would think this is a good “AS DESIGNED”
 feature. I can understand needing that capability for use in workflow – but
 for goodness sake only allow it on a back end hidden field e.g. a z_ field,
 and NOT a forward facing field editable by users.



 Regards,



 *Andrew Goodall*

 Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
 http://www.jcp.com/




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Re: BMC:Analytics Training?

[JD Hood]

It is rather frustrating to pay the prices they ask for a three-hour, WBT
power-point presentation that basically skims the docs.

I'd rather have an instructor-led course, presuming the instructor is
actually knowledgeable. Someone with a brain to pick between sessions.

JDH


On Fri, May 27, 2011 at 9:26 AM, Pierson, Shawn shawn.pier...@sug.comwrote:

 **

 I’ve also noticed that they have shifted a LOT of the few classes they
 offer to their online classes, which I am not a huge fan of.



 For BMC Analytics, you’re probably better off just learning how Business
 Objects works and getting some report writing classes in BOXI.  I work
 closely with the reporting team in my organization and they say that there
 is a wide variety of BOXI classes available from different vendors.  If you
 already know ITSM and the basic structure of the data, it should be very
 easy to just get the BOXI training and be able to use BMC’s universe.



 Thanks,



 *Shawn Pierson *

 Remedy Developer | Southern Union



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Drew Shuller
 *Sent:* Friday, May 27, 2011 8:11 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: BMC:Analytics Training?



 **

 Patrick, thanks for the link!



 JD, it is strange. I'm fairly certain that BMC has gutted their training
 department. There are plenty of classes in the catalog, but they're not
 offerring much. Maybe it's always been that way, I don't know.



 Anyone, please correct me if I'm wrong.



 Drew

 JTF-Bravo

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BMC:Analytics Training?

[JD Hood]

BMC doesn't offer Analytics training.

Anyone know of any self-help resources (other than the BMC docs) or other
vendors offering any training?


Thanks,
JDHood

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Re: BMC:Analytics Training?

[JD Hood]

I could not find it in their education offerings and called to see what's
up.

Per BMC Partner Education contact Sara Mione on 23-MAY-2011:
BMC does not currently offer Analytics training
BMC is aware there is a demand for it
BMC is considering looking into it.

Strange indeed!



On Thu, May 26, 2011 at 3:56 PM, Jesse jesse.isselbac...@accenture.comwrote:

 If BMC doesnt offer it how dide I take BMC Analytics for BSM 2x
 Administering???

 strange!


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Re: OVERVIEW CONSOLE BLANK

[JD Hood]

Presuming all other users are OK  only this user is affected...

Did his browser change (update or revert to different ver)?
Did his local java jre change (update or revert to different ver)?
Did you clear the local browser cache?
Did you clear the local java cache?
Did it work before, but suddenly stop working?
Did user's profile change in ARS (permissions, roles, etc)?
Did you re-cache mid-tier?

That's the obvious troubleshooting I can think of...

JDHood

On Wed, May 25, 2011 at 8:07 AM, Patel, Fazila fazila.pa...@siemens.comwrote:

 **

 I am having a strange problem on one of the User’s PC.  When opening the
 overview console, it is blank.  It does not bring up anything.  I have
 deleted all arf  arv files from the User’s PC but am still experiencing the
 problem.  Does anyone know what the problem might be?



 Kind Regards,



 Fazila Patel

 Remedy Administrator



 Siemens IT Solutions and Services (Pty) Ltd

 Infrastructure Operations

 Process Tools

 126 14th Road

 Erand Gardens

 Midrand

 1685, South Africa

 Tel  :+27 11 545 3554

 Fax :+27 11 545 4554

 Cell :+27 82 922 2322

 Email  : fazila.pa...@siemens.com


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Re: Friday humor

[JD Hood]

Wait, is it RApture or RUpture?

I'm prepared either way for the first. If it's the latter, I will likely
complain vigorously.

-JDH


On Fri, May 20, 2011 at 4:42 PM, Pargeter, Christie :CO IS cparg...@lhs.org
 wrote:

 **
 Actually wouldn't it be a Latent Change?

  --
 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Thad Esser
 *Sent:* Friday, May 20, 2011 1:06 PM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Friday humor

 **
 Hopefully the rapture doesn't come in the form of a refrigerator falling
 from the sky.

 And would the Rapture be an Incident, Problem, or Change?

 :-)

 Thad

 On Fri, May 20, 2011 at 9:29 AM, Meyer, Jennifer L 
 jennifer.me...@nc.govwrote:

 FYI: The world ends tomorrow.  So if I'm not in the office on Monday,
 you'll know why.

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

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


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