ADM: ARSList on BMC Communites

[Jason Miller]

With the shutting down of our beloved arslist.org, the ARSList name does
live on in the BMC Communities. There is a private group that allows us to
continue to have conversations similar to the ones we have had here in the
past.

Yes, BMC owns the BMC Communities, and over the years the ARSlist being
independent was a staple of what Dan started years ago. I have to
admit that BMC has been good with not censoring conversations that are
unfavorable towards them. I have only seen one instance years ago where
replies to a BMC published document
<https://communities.bmc.com/community/bmcdn/discovery/blog/2014/11/14/addm-101-is-now-available-adds-storage-and-more>
were removed
<https://drive.google.com/file/d/0B74tdm250wuISkdRNjFrbzBnSzA/view> because
"*I need to be able to link to this post for marketing purposes and without
comments*." In the case of our private group they will not be linking to
any conversations for marketing purposes since you have to be a member to
see the content. Our private group isn't even indexed by search engines.

See the following post for more details if you are interested in joining:
https://communities.bmc.com/docs/DOC-124123

Jason
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Anybody still doing Custom Development?

[Jason Miller]

Hello my Lister family! As the list comes to a close in the near future I
figured I would send my final post (in a non List admin role). I have two
intentions with this post... One to have a final discussion regarding
development on the AR System platform and 2) looking to find work doing AR
System development or any Remedy work for that matter.

1)
It has been years since our beloved List buzzed with posts from people
sharing what they are building, how they are creatively enhancing ITSM (or
building their own). We all experienced the transition from "we can build
whatever the business needs on Remedy" to "we want ITSM out of the box."
BMC stopped promoting Remedy as a platform to build your own solutions on
years ago (actually, did they ever or was that left over from Remedy
Corp?). Understandably many organizations had the desire to move to a
packaged product that was supported and maintained by a vendor. I can't
fault them.

But I miss the creativity, the ingenuity, the excitement, and the reward of
creating solutions (both ITSM related not ITSM related). Does this still
exist anywhere?

Even though I left my original Remedy home (Sharp HealthCare) a few years
ago to relocate in Austin, the writing was on the wall there as well. I
spent my last few years there building a lightweight ITSM suite from the
ground up (because OOTB ITSM was too rigid and burdensome for that
organization). However they are just about to go-live with Ivanti Service
Manager, out of the box, no "customization". We had a history of building
all kinds of business solutions, some not even IT related. Those will all
go away when they retire their Remedy environment. Another Remedy shop
where creativity and rapid development was king... gone.

More recently at my current job, I built a filter a few weeks ago. It was a
documented fix in a KA for an ITSM issue. Just being in Dev Studio again
put a huge smile on my face. I was once again in my happy place, for those
5 minutes at least. It reminded me of the hours I spent a few years ago
cranking out forms and workflow.

Is anybody out there willing to share if they still use Remedy as a
development platform? Is Remedy as a development platform really dead?

While I would love for us to have a open conversation about what
organizations are still doing Remedy development, I also understand there
are confidentially concerns for some. Please feel free to email me directly
if you wish (jason.mil...@gmail.com).

2)
The contract I have been working under is quickly coming to an end and it
is looking like I will need to find a new source of income. I would love to
find out, not only are organizations still performing Remedy development,
but even better if there are any with an opening for a Remedy Developer in
Austin, TX or Remote.

There is a ton of tech around me (the area has been called "Silicon Hills
<https://en.wikipedia.org/wiki/Silicon_Hills>"), I know some of the
companies in the area used Remedy at one point, but it appears completely
dead here in Austin for Remedy work. Did BMC (heck, they even have an
office here) really lose all of these customers to the competition?

Hopefully this will catch somebody's attention in my area that is still
using Remedy and we can connect. To clarify, while I love doing Remedy
development (it would be my dream job), I have nothing against ITSM and am
very capable and content working with the suite (it is my current job).

Hopefully this post will spark one last (or a few) good conversation on the
ARSlist.

*  Putting on my ARSlist Admin hat (or whatever my title is)   *

Dan, Misi and myself have been discussing the List's final days (ok, think
what you will, but my eye just watered up after typing that). Due to some
circumstances the list may live on a bit longer than was originally stated.
So until the plug is pulled... Post away! Once the List no longer accepts
posts/replies the archives will still be available.

Happy Thanksgiving to my Remedy family in the US! And have a great rest of
the week to my Remedy family elsewhere!

Jason
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Re: Renamed incoming Email Engine attachments

[Jason Miller]

What OS and email protocol?

I have seen these .tmp files in the file system on Windows when using MAPI
for email. I don't specifically remember if they were being uploaded to the
attachments form with that name (although thinking a little more, I have a
picture in my mind that there were some attachment records with this name).

I always figured it had more to do with using Outlook for MAPI than the
Email Engine.

Based on the thread https://mailman.rrr.se/arslist/1103/msg00794.html  it
looks like 7.5 is when I noticed the accumulation of these files in the
temp dir.

Jason

On Fri, Oct 4, 2019 at 10:24 AM Misi Mladoniczky  wrote:

> Hi,
>
> Incoming attachments are sometimes stored in AR System Email Attachments
> with the name "AT_123123123123123123.tmp" instead of the original name and
> extension. Anyone else seen this?
>
> It is a legacy system that has been under decommission for some time, so
> it is still at 7.6.04 SP4...
>
> 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
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
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ADM: Timing Test

[Jason Miller]

Just checking all the bits are working. Please disregard.

Jason Miller
-- 
ARSList mailing list
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https://mailman.rrr.se/cgi/listinfo/arslist

Re: DON'T unsubscribe me

[Jason Miller]

I wouldn't even think of it Claire. You are still part of the family.

Jason

On Fri, Aug 23, 2019 at 4:31 PM Sanford, Claire <
claire.sanf...@memorialhermann.org> wrote:

> Even though I don’t do Remedy any more, I would be lost without you  J
>
>
>
>
>
>
>
>
> Besides when I figure out what to do with my “stuff”  I’ll share it here!
> The suckers that left will have left too soon!
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
-- 
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Re: Please unsubscribe me

[Jason Miller]

You have been unsubscribed.

Jason

On Wed, Aug 21, 2019 at 6:26 AM Oldershaw, Peter (CTR) via ARSList <
arslist@arslist.org> wrote:

> Hi,
>
>
>
> I no longer work with Remedy and attempted to unsubscribe on the arslist
> web site but it does not seem to work.  Can someone please help unsubscribe
> me.
>
>
>
> Thanks.
>
>
>
> Cheers…Peter
>
> ManTech Mission Solutions & Services Group
>
> 703 447 5863
>
> *InfoZen is a wholly owned subsidiary of ManTech*
>
>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
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Re: [EXTERNAL] Re: Old Remedy 6.3 data

[Jason Miller]

Regarding where to put the historical Remedy data... I once took an
organization from Remedy ITSM to newly developed homegrown Remedy
application. Similarly they needed to keep their ITSM Change Requests (Work
Info, Audit, Tasks, etc.) for regulatory purposes. Like Carina suggested,
in the homegrown system I made a few shell forms (copies of the ITSM forms
and imported the defs into the new server) with no code except a few active
links to open some windows and a filter to prevent submit/modify.

In Claire's case, her new system is not Remedy so this is not exactly an
option. But let's say she moved to ServiceNow, can you build custom
forms/tables/whatever SN calls them, import the data, and provide something
similar to what Carina and I have done in the past? This would give her
users a view of the data in the tool they are using on a daily basis.

What if the system is Cherwell? Jira? Ivanti (Heat), Track-It?

Or is this one of the unique strengths of Remedy; the ability to build
whatever you need?

Jason

On Fri, Aug 16, 2019 at 8:38 AM Kelly Logan  wrote:

> Going back to the original description, an archive system that is queried
> a couple of times a year, I would agree with LJ LongWing that a good fit is
> to approach this from the database side and switch your Remedy queries to
> database queries. If you can keep the entire database intact that would be
> the easiest method. While Remedy is still up I would recommend taking a
> list of the queries you have run over the past years and take some time
> learning to duplicate them with direct database queries, in particular
> noting relationships that are relevant (ticket to work info, tasks, etc) so
> that you can access all the data your users require easily. If you have a
> separate reporting solution, you could take the most common queries and
> create reports based on them to make things easier, perhaps even to the
> point of publishing the reports with dynamic parameters like Start and End
> dates so that users can run the reports themselves when they need the
> information. Or some basic scripting in a handy language you use at your
> company could do the same job with a web form that runs a set of canned
> database queries.
>
> Attachments would be an extra challenge. If your archive queries include
> pulling attached files from old tickets then you'll need to learn how to
> translate the B/CLOB data to recreate the file. Again, there's info on how
> to do this and could probably be automated without too much trouble.
>
> If you can't keep the entire database and have to work off a smaller set
> of data, then I would approach this like a regular Remedy archive project -
> review the forms and data, determine which are necessary and what their
> relationships are and then export them to a simpler solution (another
> database, flat file, etc).
>
> On Thu, Aug 15, 2019 at 5:51 PM Ian.Trimnell 
> wrote:
>
>> Hi Claire,
>>
>>
>>
>> Same here.  We had our Remedy system (7.5) on a Windows 2003 server which
>> had to go.  The last supported part of AR System – a custom IT Ordering
>> System – was moved to a SCSM-based setup earlier this year so I was forced
>> to shut it all down.  (We had been running since 1998 on Windows, moving to
>> new servers as required, and had stopped paying for maintenance renewal for
>> about 5 years or more so we couldn’t move to a newer version of AR
>> System.)  The SQL Server was also 2003 so was removed as well.  I still
>> receive requests for records of the old systems, all custom built in house,
>> and I have migrated a number of sections onto a MySQL server I control. The
>> worst bit comes in building a suitable interface – nothing seems to beat
>> the AR System way of doing things!
>>
>>
>>
>> There was nothing I could find which would fit the job, apart from
>> converting the database (had both ARX files and an SQL dump) and building
>> any necessary front-ends.  The only one I’ve had to do fully was a user
>> management system – keeping track of any email addresses and user-ids
>> allocated to staff.  Everything else is handled by database queries
>> (phpMyAdmin helps as a GUI to MySQL but sometimes using the mysql command
>> line is eminently suitable!
>>
>>
>>
>> Sorry, not a lot of help, but good luck in finding something which suits
>> your particular situation.
>>
>>
>>
>> *Ian*
>>
>> --
>>
>> *Ian Trimnell*, Systems Programmer, Information Technology
>>
>> The Open University, Milton Keynes, UK
>>
>> Phone: 01908 653741   web: http://www.open.ac.uk
>>
>>
>>
>> *From: *ARSList  on behalf of "Sanford,
>

Re: [EXTERNAL] Re: Old Remedy 6.3 data

[Jason Miller]

Regarding attachments, LJ built a tool for that :)

http://remedylegacy.com/tools/db-attachments/

Jason

On Fri, Aug 16, 2019 at 8:38 AM Kelly Logan  wrote:

> Going back to the original description, an archive system that is queried
> a couple of times a year, I would agree with LJ LongWing that a good fit is
> to approach this from the database side and switch your Remedy queries to
> database queries. If you can keep the entire database intact that would be
> the easiest method. While Remedy is still up I would recommend taking a
> list of the queries you have run over the past years and take some time
> learning to duplicate them with direct database queries, in particular
> noting relationships that are relevant (ticket to work info, tasks, etc) so
> that you can access all the data your users require easily. If you have a
> separate reporting solution, you could take the most common queries and
> create reports based on them to make things easier, perhaps even to the
> point of publishing the reports with dynamic parameters like Start and End
> dates so that users can run the reports themselves when they need the
> information. Or some basic scripting in a handy language you use at your
> company could do the same job with a web form that runs a set of canned
> database queries.
>
> Attachments would be an extra challenge. If your archive queries include
> pulling attached files from old tickets then you'll need to learn how to
> translate the B/CLOB data to recreate the file. Again, there's info on how
> to do this and could probably be automated without too much trouble.
>
> If you can't keep the entire database and have to work off a smaller set
> of data, then I would approach this like a regular Remedy archive project -
> review the forms and data, determine which are necessary and what their
> relationships are and then export them to a simpler solution (another
> database, flat file, etc).
>
> On Thu, Aug 15, 2019 at 5:51 PM Ian.Trimnell 
> wrote:
>
>> Hi Claire,
>>
>>
>>
>> Same here.  We had our Remedy system (7.5) on a Windows 2003 server which
>> had to go.  The last supported part of AR System – a custom IT Ordering
>> System – was moved to a SCSM-based setup earlier this year so I was forced
>> to shut it all down.  (We had been running since 1998 on Windows, moving to
>> new servers as required, and had stopped paying for maintenance renewal for
>> about 5 years or more so we couldn’t move to a newer version of AR
>> System.)  The SQL Server was also 2003 so was removed as well.  I still
>> receive requests for records of the old systems, all custom built in house,
>> and I have migrated a number of sections onto a MySQL server I control. The
>> worst bit comes in building a suitable interface – nothing seems to beat
>> the AR System way of doing things!
>>
>>
>>
>> There was nothing I could find which would fit the job, apart from
>> converting the database (had both ARX files and an SQL dump) and building
>> any necessary front-ends.  The only one I’ve had to do fully was a user
>> management system – keeping track of any email addresses and user-ids
>> allocated to staff.  Everything else is handled by database queries
>> (phpMyAdmin helps as a GUI to MySQL but sometimes using the mysql command
>> line is eminently suitable!
>>
>>
>>
>> Sorry, not a lot of help, but good luck in finding something which suits
>> your particular situation.
>>
>>
>>
>> *Ian*
>>
>> --
>>
>> *Ian Trimnell*, Systems Programmer, Information Technology
>>
>> The Open University, Milton Keynes, UK
>>
>> Phone: 01908 653741   web: http://www.open.ac.uk
>>
>>
>>
>> *From: *ARSList  on behalf of "Sanford,
>> Claire" 
>> *Reply to: *ARSList 
>> *Date: *Thursday, 15 August 2019 at 20:23
>> *To: *ARSList 
>> *Subject: *RE: [EXTERNAL] Re: Old Remedy 6.3 data
>>
>>
>>
>> Yes, we moved to another solution.  I enjoy learning the new stuff, but I
>> miss the comfort of what I knew like the back of my hand.
>>
>>
>>
>> We have people come back for change records etc for legal things
>> periodically and have to keep it.
>>
>>
>>
>> Thank you!
>>
>> Claire
>>
>>
>>
>> *From:* ARSList  *On Behalf Of *LJ LongWing
>> *Sent:* Thursday, August 15, 2019 2:04 PM
>> *To:* ARSList 
>> *Subject:* [EXTERNAL] Re: Old Remedy 6.3 data
>>
>>
>>
>> Carina,
>>
>> If I'm not mistaken, they aren't using Remedy anymore (moved to another

Re: Atrium and field 112

[Jason Miller]

I wold be very surprised if row-level permissions were related to a cache
issue. The SQL on the AR Server is going to append the permissions to the
DB query vs. an AR object like Form or Active Link that has permission
details contained in the Mid Tier cache.

Jason

On Mon, Jul 22, 2019 at 8:33 AM Phil Murnane 
wrote:

> Hi Dave,
>
> The easiest way to prove it's not a cache issue is to
>
>1. Stop tomcat on the mid-tier
>2. Delete the cache files in the .../webapps/arsys/cache/... folder
>3. Start tomcat
>4. Re-test
>
> I ran into something like this years ago when permissions changes to the
> system weren't being honored by the mid-tier.
>
> HTH,
> --Phil
>
> --
> *From:* ARSList  on behalf of Dave Barber <
> daddy.bar...@gmail.com>
> *Sent:* Monday, July 22, 2019 8:50 AM
> *To:* ARSList 
> *Subject:* Re: Atrium and field 112
>
> I'm really not sure - my main knowledge of field 112 is from an in-house
> developed application where we lock down data.  In 10 years of usage of
> Atrium we've never had any need for locking anything down.
>
> The value that was in Base Element was :
> ;;10;
>
> I've amended the 10 value to a new permissions group for a couple
> of CIs, and a profile that doesnt have the new permissions group or any
> form of Admin rights (other than Asset Viewer) can still find the CI in
> searches.
>
> Have had issues with mid tier caching, but never experienced issues
> related to caching and permissions - guidance welcome!
>
> On Mon, 22 Jul 2019 at 13:33, Phil Murnane 
> wrote:
>
> Any chance that the symptom is due to a caching issue of some sort?
>
> --
> *From:* ARSList  on behalf of Dave Barber <
> daddy.bar...@gmail.com>
> *Sent:* Monday, July 22, 2019 4:57 AM
> *To:* ARSList 
> *Subject:* Atrium and field 112
>
> All,
>
> This is on ARS 9.1.02.
>
> We have a range of users making use of both Atrium and Change Management.
> We have a range of CIs uploaded against a large number of compaies, and
> users have always been given unrestricted access.
>
> A recent requirement has involved us wanting to restrict visibility of
> some CIs to specific users.  Multi tenancy would not be viable (as there
> are hundreds of companies within our system), so I had thought that
> replacing the value for "Unrestricted Access" in field 112 in Base Element
> for the relevant CIs with another permissions group, and adding that
> permissions group to the required users would have the desired effect.  It
> does not work - profiles without the new permissions group can still see
> the "locked down" CIs.
>
> Has anyone else implemented anything along these lines?
>
> Regards
>
> Dave Barber
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
> <https://nam01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmailman.rrr.se%2Fcgi%2Flistinfo%2Farslist&data=02%7C01%7Cphil.murnane%40windward.com%7C88b09ae2a3c94c0f28d70ea33755%7C00e53c2d5e62446bae708d12703cdba3%7C1%7C0%7C636993966501422956&sdata=QC2O6vSU0En3SRRR8ySJ1CzE%2FRV%2BV5SrCmA1HCKXeFY%3D&reserved=0>
>
> --
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>
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Re: Atrium and field 112

[Jason Miller]

Would the people relationship permissions work here?

https://docs.bmc.com/docs/asset91/relating-people-organizations-and-groups-to-cis-609066590.html


 If the CI itself is in the Support Org Company then you can add Used By
relationships to grant additional permissions.

*Used by*— The people who are the users of the system. This role gives you
the additional ability to access the CI at a organization, company, or
department level. It also gives you the access to the CI from other
applications (for example, Incident Management or Change Management). The *Used
By *role is also used by software license management for compliance.

 Some more info:
https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2013/08/07/the-pulse-getting-the-most-out-of-your-ci-people-relationships

I haven't used this feature in the same context as you are looking to. I
have used it where additional Managed By groups need write permissions and
we don't want them to be Asset Admins. On the surface, it seems like this
could work for User By purposes though.

Jason

On Mon, Jul 22, 2019 at 7:51 AM Dave Barber  wrote:

> I'm really not sure - my main knowledge of field 112 is from an in-house
> developed application where we lock down data.  In 10 years of usage of
> Atrium we've never had any need for locking anything down.
>
> The value that was in Base Element was :
> ;;10;
>
> I've amended the 10 value to a new permissions group for a couple
> of CIs, and a profile that doesnt have the new permissions group or any
> form of Admin rights (other than Asset Viewer) can still find the CI in
> searches.
>
> Have had issues with mid tier caching, but never experienced issues
> related to caching and permissions - guidance welcome!
>
> On Mon, 22 Jul 2019 at 13:33, Phil Murnane 
> wrote:
>
>> Any chance that the symptom is due to a caching issue of some sort?
>>
>> --
>> *From:* ARSList  on behalf of Dave Barber <
>> daddy.bar...@gmail.com>
>> *Sent:* Monday, July 22, 2019 4:57 AM
>> *To:* ARSList 
>> *Subject:* Atrium and field 112
>>
>> All,
>>
>> This is on ARS 9.1.02.
>>
>> We have a range of users making use of both Atrium and Change
>> Management.  We have a range of CIs uploaded against a large number of
>> compaies, and users have always been given unrestricted access.
>>
>> A recent requirement has involved us wanting to restrict visibility of
>> some CIs to specific users.  Multi tenancy would not be viable (as there
>> are hundreds of companies within our system), so I had thought that
>> replacing the value for "Unrestricted Access" in field 112 in Base Element
>> for the relevant CIs with another permissions group, and adding that
>> permissions group to the required users would have the desired effect.  It
>> does not work - profiles without the new permissions group can still see
>> the "locked down" CIs.
>>
>> Has anyone else implemented anything along these lines?
>>
>> Regards
>>
>> Dave Barber
>> --
>> 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: AST:Attribute Question

[Jason Miller]

No mater if this is as designed or not, if removing staging data has a
negative impact on the production dataset, I consider this a defect.

I know this doesn't help you in the short term but it sounds like a bad
design based on what you have described.

Jason

On Thu, Jun 6, 2019 at 9:53 AM Timothy Powell <
timothy.pow...@pbs-consulting.com> wrote:

> Ok, I know I can’t be the first person to encounter this.
> Pre 9.x, if you created a CI in a staging dataset the AST:Attribute record
> was not created until the CI was recon into the gold dataset at which time
> they were tied to together by the RECON ID. You could then delete the
> staging record if needed and it did not impact the CI record to attribute
> record relationship and you could see the record in the AST form
> (AST:ComputerSystem).
>
> As of 9.x, the AST:Attribute record is now created when you first create
> the CI in the staging dataset and they are tied together using the staging
> record's Instance ID. Once the CI is recon to the gold dataset, if you
> delete the staging record, the AST:Attribute record gets deleted as well. I
> understand that this is "intended and as designed". BUT, now you can't see
> the gold asset in AST:ComputerSystem.
>
> If I try to create a new AST:Attribute record using the gold record's
> instance ID data, the attribute record does create. But for some reason,
> even though the AST:ComputerSystem join criteria is met, I still can't see
> the CI in AST:ComputerSystem. Does anybody have a workaround for this issue?
>
> ARS/ITSM 9.1.04
>
> Regards,
> Tim
>
>
>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
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Re: Mid tier on one, AR Server on another

[Jason Miller]

Hi Mike,

We never identified the parameter. This issue delayed our MT upgrade for
well over a month and by the time we found a solution, by starting with
fresh config, we did not have much interest in finding the specific
parameter that was causing the problem.

We have updated mid tiers to every SP version since our issue with 9.1 SP4
and have not experienced this exact issue. However recently with 19.02 MTs
against 9.1.02 AR Servers, we are seeing an issue with forms hanging on the
loading spinner and needing to hit refresh to load the form. Similar to
what you are seeing, it comes after the MTs have been up for while and
after a form had been loaded successfully days prior.

Not sure if it is an off-shoot of what I experienced with 9.1.04 or not. It
is currently open with BMC Support.

Jason


On Fri, May 31, 2019 at 7:07 AM Mike Galat 
wrote:

> Hi Dave/Jason –
>
>
>
> We have been running 18.08.01 MT (just the standard install, not a WAR
> deployment,) first against our 8.1.02 AR Server, and then against 18.08.00
> – since about 4/7.  One thing we noticed is we would have certain menus
> items/buttons, etc. not show up if they were to be hidden/displayed by
> permissions.  When we were on 8.1.02, we were told, the workaround is to
> run with Preload on the midtiers, which we did, of course that makes
> flushing excruciatingly slow.  We were told that once we upgrade the back
> end, we could go back to not having preload enabled.  We tried this in our
> lab environment, and still found that with 18.08.01 MT, and 18.08.00 ARS we
> would still loose elements if preload was not enabled.  We would really
> like to get away from preload.  Although you may want to enable it, do a
> hard flush, and see if your missing elements magically reappear.
>
>
>
> Jason – Is this parameter getting pulled from central config still an
> issue with 18.08.01?  What was the parameter?
>
>
>
> Thanks,
>
>
>
> MIke
>
>
>
>
>
> *From:* ARSList  *On Behalf Of *Jason Miller
> *Sent:* Friday, March 08, 2019 10:55
> *To:* ARSList 
> *Subject:* Re: Mid tier on one, AR Server on another
>
>
>
> Yes, I have used 9.1.03, 9.1.04 and 18.08 against our non-prod 9.1.02 AR
> servers. The only issue we saw was with 9.1.04 and dreadful performance.
> There was some parameter in config.properties that would get pulled from
> central config (so it affected a fresh .war deployment) that would make
> form load times excruciating, even after pre-loading. Once we figured this
> out, we created a new Cluster ID right after getting a fresh MT up and
> running, which prevented the old configuration from being pull from the DB.
> Worked great once we manually re-configured.
>
>
>
> Jason
>
>
>
> On Fri, Mar 8, 2019 at 5:24 AM Dave Barber  wrote:
>
> Shortly after messaging, I experienced similar - 9.1.04 p002 was supposed
> to fix these problems.
>
>
>
> We have a mixture of in-house applications and lightly modified OOTB, and
> it is normally the work detail tab that disappears, along with a few fields
> and buttons of our own.
>
>
>
> Has anyone ever tried the 18.05 or 18.08 mid tiers against a 9.1.02 AR
> Server?  (I'm grasping at straws, our mid tiers are a continual pain during
> migrations, but the amount of pain varies randomly)
>
>
>
> On Wed, 6 Mar 2019 at 16:45, Jason Miller  wrote:
>
> I should not have said anything. Right after I sent this, one of our Mid
> Tiers had corrupt cache and I had to stop TC and delete files. The telltale
> sign usually is that the Work Detail table on the Incident form does not
> show up. If the Work Detail panel is blank we know it is time to do the
> cache dance with that MT server.
>
>
>
> Jason
>
>
>
> On Wed, Mar 6, 2019 at 9:53 AM Dave Barber  wrote:
>
> We have been finding different behaviours across servers; we have 5 or 6
> forms/areas to check, and we can find that each server seems to randomly
> miss elements - doesn't matter if we have made any changes to that form on
> a deployment, the mid tiers just misbehave.  Random selection of
> sync/flush/restart and after an hour or two things tend to be working.
>
>
>
> I'll try that method of installation on one of our pre-prod servers, does
> sound very easy.
>
>
>
> On Wed, 6 Mar 2019 at 15:12, Jason Miller  wrote:
>
> We too have issues with 9.1 SP2 and cache. Basically sync cache and flush
> cache features are not usable. Anytime our cache becomes corrupt or a major
> change needs to be picked up, we need to shut down the Mid Tiers and
> manually delete files in ./midtier and ./tomcat. Unfortunately our upgrade
> to (originally SP4 but now 18.08) keeps getting delayed for production.
>
>
>

Re: Mid tier on one, AR Server on another

[Jason Miller]

Yes, I have used 9.1.03, 9.1.04 and 18.08 against our non-prod 9.1.02 AR
servers. The only issue we saw was with 9.1.04 and dreadful performance.
There was some parameter in config.properties that would get pulled from
central config (so it affected a fresh .war deployment) that would make
form load times excruciating, even after pre-loading. Once we figured this
out, we created a new Cluster ID right after getting a fresh MT up and
running, which prevented the old configuration from being pull from the DB.
Worked great once we manually re-configured.

Jason

On Fri, Mar 8, 2019 at 5:24 AM Dave Barber  wrote:

> Shortly after messaging, I experienced similar - 9.1.04 p002 was supposed
> to fix these problems.
>
> We have a mixture of in-house applications and lightly modified OOTB, and
> it is normally the work detail tab that disappears, along with a few fields
> and buttons of our own.
>
> Has anyone ever tried the 18.05 or 18.08 mid tiers against a 9.1.02 AR
> Server?  (I'm grasping at straws, our mid tiers are a continual pain during
> migrations, but the amount of pain varies randomly)
>
> On Wed, 6 Mar 2019 at 16:45, Jason Miller  wrote:
>
>> I should not have said anything. Right after I sent this, one of our Mid
>> Tiers had corrupt cache and I had to stop TC and delete files. The telltale
>> sign usually is that the Work Detail table on the Incident form does not
>> show up. If the Work Detail panel is blank we know it is time to do the
>> cache dance with that MT server.
>>
>> Jason
>>
>> On Wed, Mar 6, 2019 at 9:53 AM Dave Barber 
>> wrote:
>>
>>> We have been finding different behaviours across servers; we have 5 or 6
>>> forms/areas to check, and we can find that each server seems to randomly
>>> miss elements - doesn't matter if we have made any changes to that form on
>>> a deployment, the mid tiers just misbehave.  Random selection of
>>> sync/flush/restart and after an hour or two things tend to be working.
>>>
>>> I'll try that method of installation on one of our pre-prod servers,
>>> does sound very easy.
>>>
>>> On Wed, 6 Mar 2019 at 15:12, Jason Miller 
>>> wrote:
>>>
>>>> We too have issues with 9.1 SP2 and cache. Basically sync cache and
>>>> flush cache features are not usable. Anytime our cache becomes corrupt or a
>>>> major change needs to be picked up, we need to shut down the Mid Tiers and
>>>> manually delete files in ./midtier and ./tomcat. Unfortunately our upgrade
>>>> to (originally SP4 but now 18.08) keeps getting delayed for production.
>>>>
>>>> On Wed, Mar 6, 2019 at 7:52 AM Dave Barber 
>>>> wrote:
>>>>
>>>>> All,
>>>>>
>>>>> Our live AR Servers are on 9.1.02. Our mid tiers are on 9.1.03.
>>>>>
>>>>> There are some really weird caching issues that appear to have been
>>>>> fixed on 9.1.04 patch 002 - so I have been looking into upgrading the mid
>>>>> tier to 9.1.04 patch 002. (If anyone is interested, there are massive
>>>>> inconsistencies in the mid tier handling of changes - whenever we make a
>>>>> change, we find the mid tiers either not reflecting the change, needing
>>>>> several restarts to pick up the change, random parts of forms stop
>>>>> rendering properly - CHG:Infrastructure Change Work Info table being one
>>>>> that disappears).
>>>>>
>>>>> 9.1.04 itself is fine, but the patching to 9.1.04 patch 002 does not
>>>>> appear to work - can't even import the 9.1.04 patch 002 deployment package
>>>>> into the deployment console, as it seems to require the 9.1.04 updates to
>>>>> the deployment console.
>>>>>
>>>>> Has anyone manually updated a 9.1.04 mid tier without using the
>>>>> deployment management console?
>>>>>
>>>>> Regards
>>>>>
>>>>> Dave
>>>>> --
>>>>> 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
>>>>
>>> --
>>> 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
>>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
-- 
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https://mailman.rrr.se/cgi/listinfo/arslist

Re: ARSystem in HTML.

[Jason Miller]

It still mostly works. We run it against our dev (ITSM) environment every
night. I think there are a handful of things such as Associations that have
been added since the last ARInside update. I wonder how hierarchical groups
look and if any updates need to be make to support those?

Something else that might be cool, now with Mid Tier in Centralize
Configuration, even some MT details could be documented. Oh, same with
documenting plugin details since those can be centrally managed now also.
Granted neither of these are AR "definition" related.

What doesn't work is relationships with objects ending in __c (or maybe it
is just forms ending in __c, I forget). That makes it fairly useless for
custom shops that do not go out of their way to remove __c from custom
object names. This was a real bummer at my last shop where I built a custom
ITSM suite from the ground up and did not fight the default naming
convention.

Jason

On Wed, Mar 6, 2019 at 10:53 AM Misi Mladoniczky  wrote:

> Hi,
>
> Nothing much has happened with the definitions since ARInside was updated
> the last time. So for custom shops it is still very much relevant.
>
> As for MyIT, SmartIT...
>
> 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
>
>
>
>
> March 5, 2019 6:08 PM, "Jason Miller"  <%22jason%20miller%22%20%3cjason.mil...@gmail.com%3E>> wrote:
>
> Unfortunately ARInside is heading in that direction as well.
> On Tue, Mar 5, 2019 at 8:19 AM LJ LongWing  wrote:
>
> it was a great tool, but it aged out and stopped being relevant at one
> point...
> On Tue, Mar 5, 2019 at 6:21 AM Mike Gould  wrote:
>
> Does anyone remember using ARSDoc with ARSPerl? I think it did something
> similar creating HTML based documentation of your entire ARS system but
> stopped working around the time 6.x came out. It was a great tool!
> Regards,
> Michael Gould
>
> On Mar 5, 2019, at 3:20 AM, Misi Mladoniczky  wrote:
>
> Hi,
>
> Maybe we could move the site to my server, just as we did with the ARSList?
>
> 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
>
>
>
>
> March 4, 2019 3:09 PM, "LJ LongWing"  <%22lj%20longwing%22%20%3clj.longw...@gmail.com%3E>> wrote:
>
> Axton seems to have difficulty keeping the site up, probably because he
> left Remedy many years ago and doesn't use it regularly himself. Each time
> I'm made aware that it's down, I notify him and it comes back up for awhile
> :)
> On Mon, Mar 4, 2019 at 6:59 AM Misi Mladoniczky  wrote:
>
> Hi,
>
> I presume you are talking about ARInside.
>
> I know that LJ contributed to the project, and might know the correct
> GIT-repository as the website http://arinside.org seems to be down...
>
> I have a recent copy if you need that.
>
> 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
>
>
>
>
> March 4, 2019 2:51 PM, "Kevin Candelaria"  <%22kevin%20candelaria%22%20%3cke...@temple.edu%3E>> wrote:
>
> Good morning AR List.
>
> I had a tool a while back that would generate HTML of my AR System, all
> the filters, escalations, activelinks and where they lead to in a nice
> website.
>
> Anyone have an idea of the name of this tool. It was free.
>
> --
> 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
>
> --
> 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
>
> --
> 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

Re: Mid tier on one, AR Server on another

[Jason Miller]

I should not have said anything. Right after I sent this, one of our Mid
Tiers had corrupt cache and I had to stop TC and delete files. The telltale
sign usually is that the Work Detail table on the Incident form does not
show up. If the Work Detail panel is blank we know it is time to do the
cache dance with that MT server.

Jason

On Wed, Mar 6, 2019 at 9:53 AM Dave Barber  wrote:

> We have been finding different behaviours across servers; we have 5 or 6
> forms/areas to check, and we can find that each server seems to randomly
> miss elements - doesn't matter if we have made any changes to that form on
> a deployment, the mid tiers just misbehave.  Random selection of
> sync/flush/restart and after an hour or two things tend to be working.
>
> I'll try that method of installation on one of our pre-prod servers, does
> sound very easy.
>
> On Wed, 6 Mar 2019 at 15:12, Jason Miller  wrote:
>
>> We too have issues with 9.1 SP2 and cache. Basically sync cache and flush
>> cache features are not usable. Anytime our cache becomes corrupt or a major
>> change needs to be picked up, we need to shut down the Mid Tiers and
>> manually delete files in ./midtier and ./tomcat. Unfortunately our upgrade
>> to (originally SP4 but now 18.08) keeps getting delayed for production.
>>
>> On Wed, Mar 6, 2019 at 7:52 AM Dave Barber 
>> wrote:
>>
>>> All,
>>>
>>> Our live AR Servers are on 9.1.02. Our mid tiers are on 9.1.03.
>>>
>>> There are some really weird caching issues that appear to have been
>>> fixed on 9.1.04 patch 002 - so I have been looking into upgrading the mid
>>> tier to 9.1.04 patch 002. (If anyone is interested, there are massive
>>> inconsistencies in the mid tier handling of changes - whenever we make a
>>> change, we find the mid tiers either not reflecting the change, needing
>>> several restarts to pick up the change, random parts of forms stop
>>> rendering properly - CHG:Infrastructure Change Work Info table being one
>>> that disappears).
>>>
>>> 9.1.04 itself is fine, but the patching to 9.1.04 patch 002 does not
>>> appear to work - can't even import the 9.1.04 patch 002 deployment package
>>> into the deployment console, as it seems to require the 9.1.04 updates to
>>> the deployment console.
>>>
>>> Has anyone manually updated a 9.1.04 mid tier without using the
>>> deployment management console?
>>>
>>> Regards
>>>
>>> Dave
>>> --
>>> 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
>>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
-- 
ARSList mailing list
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https://mailman.rrr.se/cgi/listinfo/arslist

Re: Mid tier on one, AR Server on another

[Jason Miller]

It is awesome! I like to rename the existing /.midtier directory (e.g.
midtier_9102001) and then unzip the war next to it. That way I can simply
revert to the old MT by simply shutting down Tomcat and renaming
directories. I have have done this a lot when bouncing back and forth
between SP2 and SP4/18.05/18.08 in our non prod environments.

On Wed, Mar 6, 2019 at 9:08 AM Dave Barber  wrote:

> I have never tried that method; have just gone through the rather dubious
> file replacement process from the various zip files - the mid tier seems to
> think it is running 9.1.04 patch 002.
>
> I'll have a look at the WAR method, many thanks!
>
> On Wed, 6 Mar 2019 at 14:00, LJ LongWing  wrote:
>
>> You can still use the WAR rollout method without issue.
>>
>> On Wed, Mar 6, 2019 at 6:54 AM Dave Barber 
>> wrote:
>>
>>> All,
>>>
>>> Our live AR Servers are on 9.1.02. Our mid tiers are on 9.1.03.
>>>
>>> There are some really weird caching issues that appear to have been
>>> fixed on 9.1.04 patch 002 - so I have been looking into upgrading the mid
>>> tier to 9.1.04 patch 002. (If anyone is interested, there are massive
>>> inconsistencies in the mid tier handling of changes - whenever we make a
>>> change, we find the mid tiers either not reflecting the change, needing
>>> several restarts to pick up the change, random parts of forms stop
>>> rendering properly - CHG:Infrastructure Change Work Info table being one
>>> that disappears).
>>>
>>> 9.1.04 itself is fine, but the patching to 9.1.04 patch 002 does not
>>> appear to work - can't even import the 9.1.04 patch 002 deployment package
>>> into the deployment console, as it seems to require the 9.1.04 updates to
>>> the deployment console.
>>>
>>> Has anyone manually updated a 9.1.04 mid tier without using the
>>> deployment management console?
>>>
>>> Regards
>>>
>>> Dave
>>> --
>>> 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
>>
> --
> 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

Re: Mid tier on one, AR Server on another

[Jason Miller]

We too have issues with 9.1 SP2 and cache. Basically sync cache and flush
cache features are not usable. Anytime our cache becomes corrupt or a major
change needs to be picked up, we need to shut down the Mid Tiers and
manually delete files in ./midtier and ./tomcat. Unfortunately our upgrade
to (originally SP4 but now 18.08) keeps getting delayed for production.

On Wed, Mar 6, 2019 at 7:52 AM Dave Barber  wrote:

> All,
>
> Our live AR Servers are on 9.1.02. Our mid tiers are on 9.1.03.
>
> There are some really weird caching issues that appear to have been fixed
> on 9.1.04 patch 002 - so I have been looking into upgrading the mid tier to
> 9.1.04 patch 002. (If anyone is interested, there are massive
> inconsistencies in the mid tier handling of changes - whenever we make a
> change, we find the mid tiers either not reflecting the change, needing
> several restarts to pick up the change, random parts of forms stop
> rendering properly - CHG:Infrastructure Change Work Info table being one
> that disappears).
>
> 9.1.04 itself is fine, but the patching to 9.1.04 patch 002 does not
> appear to work - can't even import the 9.1.04 patch 002 deployment package
> into the deployment console, as it seems to require the 9.1.04 updates to
> the deployment console.
>
> Has anyone manually updated a 9.1.04 mid tier without using the deployment
> management console?
>
> Regards
>
> Dave
> --
> 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

Re: ARSystem in HTML.

[Jason Miller]

Unfortunately ARInside is heading in that direction as well.

On Tue, Mar 5, 2019 at 8:19 AM LJ LongWing  wrote:

> it was a great tool, but it aged out and stopped being relevant at one
> point...
>
> On Tue, Mar 5, 2019 at 6:21 AM Mike Gould  wrote:
>
>> Does anyone remember using ARSDoc with ARSPerl? I think it did something
>> similar creating HTML based documentation of your entire ARS system but
>> stopped working around the time 6.x came out. It was a great tool!
>>
>> Regards,
>> Michael Gould
>>
>> On Mar 5, 2019, at 3:20 AM, Misi Mladoniczky  wrote:
>>
>> Hi,
>>
>> Maybe we could move the site to my server, just as we did with the
>> ARSList?
>>
>> 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
>>
>>
>>
>>
>> March 4, 2019 3:09 PM, "LJ LongWing" > <%22lj%20longwing%22%20%3clj.longw...@gmail.com%3E>> wrote:
>>
>> Axton seems to have difficulty keeping the site up, probably because he
>> left Remedy many years ago and doesn't use it regularly himself. Each time
>> I'm made aware that it's down, I notify him and it comes back up for awhile
>> :)
>> On Mon, Mar 4, 2019 at 6:59 AM Misi Mladoniczky  wrote:
>>
>> Hi,
>>
>> I presume you are talking about ARInside.
>>
>> I know that LJ contributed to the project, and might know the correct
>> GIT-repository as the website http://arinside.org seems to be down...
>>
>> I have a recent copy if you need that.
>>
>> 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
>>
>>
>>
>>
>> March 4, 2019 2:51 PM, "Kevin Candelaria" > <%22kevin%20candelaria%22%20%3cke...@temple.edu%3E>> wrote:
>>
>> Good morning AR List.
>>
>> I had a tool a while back that would generate HTML of my AR System, all
>> the filters, escalations, activelinks and where they lead to in a nice
>> website.
>>
>> Anyone have an idea of the name of this tool. It was free.
>>
>> --
>> 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
>>
>> --
>> 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
>
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

Re: Duplicate email from Smart Reporting

[Jason Miller]

So it sounds like the default is FALSE and if you specify the parameter
with a TRUE then you override the default. Let us know how it looks in the
morning.

Jason

On Wed, Feb 27, 2019 at 3:34 PM Dave Shellman  wrote:

> Email Notifications were set on both servers.  Turned one off and it still
> duplicated a test broadcast.  Cycled Tomcat and still duplicate message.
>
> Before Sunday, one server had DisableTaskScheduler set to TRUE in the
> web.xml file.  The other file did not have the parameter.  After Sunday
> neither web.xml file had the parameter.  Email.log file on both servers
> were showing the same email being sent.
>
> Added the DisableTaskScheduler to web.xml file on both servers.  One set
> to TRUE.  One set to FALSE.
>
> Scheduled test broadcast and received only one email.  Need to look at the
> email log files in the morning to be certain.
>
> Thanks
> Dave
>
>
>
> On Wed, Feb 27, 2019 at 12:55 PM Jason Miller 
> wrote:
>
>> Not really sure how this would have changed based on the changes you
>> described, but not being in a cluster... does one of the Smart Reporting
>> servers have Email Notifications set to Off in the General Settings config?
>> Otherwise I would expect both servers to send broadcast emails
>> independently.
>>
>> Jason
>>
>> On Wed, Feb 27, 2019 at 8:35 AM Dave Shellman 
>> wrote:
>>
>>> Good day folks,
>>>
>>> Have a Smart Reporting question for everyone.  We have suddenly started
>>> to see duplicate emails being sent for scheduled broadcasts.
>>>
>>> We have two servers set up for Smart Reporting.  They are not configured
>>> in a cluster.
>>>
>>> Over the weekend there were two changes made.  One was with a
>>> permissions group.  The other change was with web.xml file on one of the
>>> servers.
>>>
>>> Any thoughts?
>>>
>>> Thanks
>>> Dave
>>>
>> --
>>> 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
>>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
-- 
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https://mailman.rrr.se/cgi/listinfo/arslist

Re: Duplicate email from Smart Reporting

[Jason Miller]

Not really sure how this would have changed based on the changes you
described, but not being in a cluster... does one of the Smart Reporting
servers have Email Notifications set to Off in the General Settings config?
Otherwise I would expect both servers to send broadcast emails
independently.

Jason

On Wed, Feb 27, 2019 at 8:35 AM Dave Shellman  wrote:

> Good day folks,
>
> Have a Smart Reporting question for everyone.  We have suddenly started to
> see duplicate emails being sent for scheduled broadcasts.
>
> We have two servers set up for Smart Reporting.  They are not configured
> in a cluster.
>
> Over the weekend there were two changes made.  One was with a permissions
> group.  The other change was with web.xml file on one of the servers.
>
> Any thoughts?
>
> Thanks
> Dave
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Re: BIRT Version

[Jason Miller]

Unfortunately from what I am seen (based on actions not words) the road map
for mid-tier related things is pretty dim. I doubt BMC is going to put any
effort into updating BIRT since there is Smart Reporting. And while you and
I both understand Smart Reporting doesn't fill all the gaps (being able to
control the layout of a report for one) I am not sure BMC is aware of this
(or cares if they are). The future is Smart IT (which also doesn't fill all
the gaps), we all best get on the bandwagon.

Jason

On Wed, Oct 17, 2018 at 1:19 PM Kevin Shaffer 
wrote:

> Is version 2.5.1 of BIRT still the only supported version for BMC Remedy
> 18.x or is the newest version of BIRT supported?  If not, does anyone know
> if that is in the roadmap to work with newer versions of BIRT OR even if
> BIRT will continue to be supported? We have built custom forms in BIRT that
> get populated with data from a CRQ to autofill our release packages into a
> pdf.  I am trying to figure out if our custom BIRT forms will continue to
> be supported  or not.
>
>
>
> Thanks
>
> Kevin
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Re: Strange goings on with Attachments in form Report - 9.1.02 (& most probably prior)

[Jason Miller]

With it described like that, it sounds like some kind of plugin at work.

Jason

On Fri, Oct 5, 2018 at 8:22 AM LJ LongWing  wrote:

> So, you have a record that can get the attachment no problem, but when you
> look at the DB there is no B or BC entry for the attachment?if this is
> true then the only way that can possibly be delivered is through the Remedy
> server, meaning it's not stored in the db at all, it's stored in the Remedy
> binaries and delivered as if it existed in the db.
>
> On Thu, Oct 4, 2018 at 5:56 PM Ben Chernys <
> ben.cher...@softwaretoolhouse.com> wrote:
>
>> Hi LJ,
>>
>>
>>
>> The attachment field has both a name and contents.  The GUI can save it
>> no problem (as can Meta-Update now).
>>
>> Both the name and contents are delivered with GetEntry.  GetBLOB returns
>> no entry in database.  There is no record in the B or BC table…
>>
>>
>>
>> > SthMqry -q select * from B140C212   where entryid =
>> '842'
>>
>> 173747.521 i ArQryGet returns 0 records for select * from B140C212
>> where entryid = '842'
>>
>>
>>
>> > SthMsch Report | grep Attach
>>
>>212 Report Attachment Field(Report Definition File)  Attach Max: 0
>>
>>
>>
>> As for no way – of course there’s a way.  It’s called code.  There may be
>> special code for this table.  I have not seen this before in any other
>> table and have saved many attachments from many different tables.
>> Meta-Archive generates HTML with links to the attachments, so it’s been
>> tested on ALL the ITSM modules.  The Report table has not been part of the
>> default Archive configs.
>>
>>
>>
>> Same results with “driver”.
>>
>>
>>
>> I highlighted the file name below in red.
>>
>> Cheers
>>
>> Ben Chernys
>>
>> www.softwaretoolhouse.com
>>
>>
>>
>> *From:* ARSList  *On Behalf Of *LJ LongWing
>> *Sent:* October-04-18 3:40 PM
>> *To:* arslist@arslist.org
>> *Subject:* Re: Strange goings on with Attachments in form Report -
>> 9.1.02 (& most probably prior)
>>
>>
>>
>> For each Remedy form there is a T, H, and B tables
>>
>> T - Data
>>
>> H - Status History
>>
>> B - Binary (Attachments)
>>
>>
>>
>> B table is going to have a column for each attachment field, one each for
>> the file name, original file size, compressed file size.
>>
>>
>>
>> For each attachment field there will be an additional table...if your
>> table is 123 and your field id is 543 then your BC table would be
>>
>> B123C543
>>
>>
>>
>> the BC table is the table that contains the actual attachment...
>>
>>
>>
>> So the B table contains the metadata regarding each of the attachments,
>> the BC table contains the ACTUAL attachment
>>
>>
>>
>> so, you are saying that there is no B entry, but is there a
>> BC?without the BC the Remedy server would have no way of giving you the
>> contents of the file, without the B it has no way of telling you the name
>> of the file...
>>
>>
>>
>> On Thu, Oct 4, 2018 at 2:50 PM Ben Chernys <
>> ben.cher...@softwaretoolhouse.com> wrote:
>>
>> Hi LJ,
>>
>>
>>
>> Correct.  The same will be on your system (if you have ITSM and perhaps
>> if you have a whack of languages).
>>
>> The GUI handles it OK (as do I now).
>>
>>
>>
>> What’s a BC table?
>>
>>
>>
>> > SthMqry -q select * from BC140 where c1 = '842'
>>
>> 144304.453 E ARGetListSQL returned an error 2.  Status messages: 1
>>
>> 144304.453 E ARGetListSQL ==> 2, 552, The SQL database operation failed.
>> ORA-00942: table or view does not exist
>>
>>
>>
>> /Ben
>>
>>
>>
>> *From:* ARSList  *On Behalf Of *LJ LongWing
>> *Sent:* October-04-18 2:36 PM
>> *To:* arslist@arslist.org
>> *Subject:* Re: Strange goings on with Attachments in form Report -
>> 9.1.02 (& most probably prior)
>>
>>
>>
>> So, you are saying that you have a record in a table (Report) that's
>> reporting that it has an attachment in an attachment field, but when you go
>> look at the B table it's not showing there?...what about if you look in the
>> BC table?  Is the record there?
>>
>>
>>
>> On Thu, Oct 4, 2018 at 1:27 PM Ben Cher

Re: Configure Incoming Email

[Jason Miller]

I had the requirement back in 6.0 and 6.3. I did just like you mentioned
with Linux AR Server and a Windows utility server where I installed the
Email Engine so MAPI could be used. Of course that was when different
components could be selected in the installer.

This might not be ideal but you should be able to copy the email engine
directory from an existing Windows install, modify the config and run the
batch file to install as a service. The trick is getting somebody to send
you the Windows binaries (I would think BMC could do this, they have plenty
of Windows environments they could grab a copy from), you might be able to
dig it out of the installer files (I see an emailengine dir under Disk1 ->
files) or you could install AR Server into a throwaway Windows sandbox just
to grab the EE binaries.

With that said, I typically try to stay away from MAPI. In my experience
MAPI is least reliable out of MAPI, POP and IMAP. Is it possible to setup
your own email server for Remedy? At my last org we were faced with a
similar situation and I was determined to move away from MAPI so I
installed hMailServer (it was all Windows environment). We used IMAP
against hMailServer and had Exchange setup to forward a few older existing
addresses as well as a sub domain to our mail server. It added another
potential point of failure however we had considerably less issues with
incoming email vs using MAPI and the server guys were no longer complaining
about all of the servers we had Outlook installed on.

Jason

On Thu, Aug 9, 2018 at 7:57 AM, Kevin Shaffer 
wrote:

> We are an ARS 8.1.02 Unix install base.  We have a requirement to enable
> incoming email, however the only protocol we can use is MAPI.  Is this
> possible and how?
>
>
>
> I thought we could install email engine and the 32 bit outlook client on a
> separate windows box to meet this requirement.  I thought there was an
> installer from Email Engine.  In 8.1.02, the AR Server Installer is just
> one installer and you can’t select the components.  8.1.00 has a separate
> Email Engine installer but I am told by BMC Support that I cant run 8.1.00
> Email Engine against 8.1.02 system.  BMC Support has also sent me
> instructions on remotely installing email engine but I think those
> instructions are for a like environment (Unix to Unix or Windows to Windows)
>
>
>
> I am wondering if anyone has had this requirement before and how they
> implemented the solution.
>
>
>
> Thanks in advance.
>
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Re: web service question

[Jason Miller]

At a glace of the requirement the first thing that comes to mind is to
create a service form that has workflow to do the heavy lifting. Basically
the web service would be written against your service form and accept their
inputs. From there your service form would have workflow to find matching
records in whatever way needed and then pass results back via the web
service.

Jason

On Wed, Aug 1, 2018 at 2:56 PM,  wrote:

> Hi all,
>
>
>
> This may be a very simple question, but I can’t find the way to do this.
>
> I have a web service that I have exposed. It has 5 different values as
> inputs. But the application consuming the web service doesn’t know what
> values is being entered by the users.
>
> The requirement is that they are expecting my web services to be able to
> retrieve the data regardless of what values are being passed in all of the
> 5 fields that are in the web service.
>
> So basically they are going to send me
>
> Field a è 12345
>
> Field b è 12345
>
> Field c è 12345
>
> Field d è 12345
>
> Field e è 12345
>
> And I have to return the data they need with whatever match was found on
> one or all those matches
>
>
>
>
>
> So I am scratching my head now on how to do this.
>
> I have the QBE set to anywhere on these fields but from my understanding
> that setting only affect the UI and not a web service.
>
> I also tried to use the LIKE in the qualification but it will not allow me
> to add the “%” anywhere to make proper usage of LIKE
>
> I am out of ideas. Any help would be greatly appreciated
>
>
>
> So my question in simple term :
>
> How do I make this
>
> 'Request ID' LIKE XPATH(/ROOT/getListValueInput/Request ID)
>
> Look like
>
> ‘1’ LIKE “%12345%” so that it would return what I need
>
>
>
> 100% custom applications
>
> ARS 7.6.4 SP2
>
> MSSQL 2008
>
> Mid Tier 8.1.2
>
>
>
>
>
> Thank you,
>
>
>
> Pascale Sterrett
>
>
>
> If you are not the addressee, please inform us immediately that you have
> received this e-mail by mistake, and delete it. We thank you for your
> support.
>
>
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Re: BMC Remedy Helix - is it really a thing?

[Jason Miller]

LOL! I didn't see your comment on the Communities page :)

Yeah, I am curious how this works too. Do we deploy the containers? Or does
BMC have some hand in it?

Jason

On Fri, Jul 13, 2018 at 9:47 AM, Scott Philben via ARSList <
arslist@arslist.org> wrote:

> Yep. Saw that. Talked to Peter and the gang at the DC BMC Exchange in May
> and they said similar things.
>
> But where is it? I want to do one not talk about it. I have my AWS account
> all ready to go. I want to deploy today. I don’t see any instructions on
> how to do it.
>
> Also, that’s me asking the last question on that page about actually
> deploying it. No answer.
>
> Sent from my iPhone
>
> On Jul 13, 2018, at 10:40, Jason Miller  wrote:
>
> Have you seen this post?   https://communities.bmc.com/
> community/bmcdn/bmc_it_service_support/blog/2018/06/
> 16/bmc-helix-what-does-it-mean-for-remedy-itsm-customers
>
> "BMC Helix is our common brand for the suite of SaaS offerings centered
> around *Remedy*
> <https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Fremedy-itsm.html>
> , *Business Workflows*
> <https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Fbusiness-workflows.html>
> , *Digital Workplace*
> <https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Fdigital-workplace.html>
> , *Discovery*
> <https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Fdiscovery-dependency-mapping.html>
> , *Client Management*
> <https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Fclient-management.html>
>  and *Innovation Suite*
> <https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Finnovation-suite.html>
> ."
>
> Jason
>
> On Fri, Jul 13, 2018 at 8:02 AM, Scott Philben via ARSList <
> arslist@arslist.org> wrote:
>
>> I am supposed to be looking into this Helix on AWS thing. However, other
>> than a bunch of marketing stuff and youtube commercials, I can’t find hide
>> nor hair of it.
>>
>> Does anyone know anything about it? Any documentation at all? Its does
>> not appear in the BMC Support site drop downs, there is really nothing on
>> communities (links back to the marketing page), and when you click on the
>> “Contact BMC Sales” button on the marketing site, the Product Interest menu
>> drop down doesn’t list it either.
>>
>> It was supposed to have been released in… May? It is now July and I can’t
>> find it.
>>
>> Anyone else see it in the wild?
>> --
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>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
>
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>
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Re: BMC Remedy Helix - is it really a thing?

[Jason Miller]

Have you seen this post?
https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2018/06/16/bmc-helix-what-does-it-mean-for-remedy-itsm-customers

"BMC Helix is our common brand for the suite of SaaS offerings centered
around *Remedy*
<https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Fremedy-itsm.html>
, *Business Workflows*
<https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Fbusiness-workflows.html>
, *Digital Workplace*
<https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Fdigital-workplace.html>
, *Discovery*
<https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Fdiscovery-dependency-mapping.html>
, *Client Management*
<https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Fclient-management.html>
 and *Innovation Suite*
<https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Finnovation-suite.html>
."

Jason

On Fri, Jul 13, 2018 at 8:02 AM, Scott Philben via ARSList <
arslist@arslist.org> wrote:

> I am supposed to be looking into this Helix on AWS thing. However, other
> than a bunch of marketing stuff and youtube commercials, I can’t find hide
> nor hair of it.
>
> Does anyone know anything about it? Any documentation at all? Its does not
> appear in the BMC Support site drop downs, there is really nothing on
> communities (links back to the marketing page), and when you click on the
> “Contact BMC Sales” button on the marketing site, the Product Interest menu
> drop down doesn’t list it either.
>
> It was supposed to have been released in… May? It is now July and I can’t
> find it.
>
> Anyone else see it in the wild?
> --
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Re: Using PERFORM-ACTION-SAVE-ATTACHMENT to FTP files?

[Jason Miller]

I have always used a script to either send via FTP (SFTP) or SCP (using
putty if on Windows). Basically create a filter that saves your attachment
to the server's disk and then have a script that picks up the file, sends
it and deletes it from the file system.

Jason

On Mon, Jun 18, 2018 at 1:37 PM, Peter Rodriguez <
prodrig...@kmbs.konicaminolta.us> wrote:

> I have request to have the ability to FTP an attachment on an HPD:WorkLog
> record to an FTP location.  I've read many posts online and have made
> several attempts to achieve this but without success.  Can anybody provide
> some direction that may have done something like this before please?  Any
> assistance is greatly appreciated.
>
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>
>
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Re: [Ext] Help with Escalation on how to Run on Last Record, Only

[Jason Miller]

What I have done in the past is to create an configuration form where there
is a single configuration record for each escalation I wanted to only run
on one record.  Basically you create a form that stores your configuration
with a status (allows you to easily "turn off" this escalation record) and
some unique identifier the Run If of your escalations looks for.

Let's call our form "SHR:Escalations". In this example have one record in
the form with the Name (can use Short Description field if you would like)
"CHECK_4_PENDING_EMAIL". You then create an escalation against the
SHR:Escalations form with the Run If:  'Status' = "Enabled" and 'Name' = "
CHECK_4_PENDING_EMAIL"

When you escalation fires (once) it performs a modification to this
configuration record (you could use a Display Only field and not modify the
record) which then kicks off a filter that will go look for matching AR
System Email Messages records (your Run If in your original email) and if
there is a match set a field with some data from that transaction (like Email
ID of a matching record, let's call the field zTmpPendingEmail_ID).

One thing to note if   zTmpPendingEmail_ID  is a regular field, since it is
very likely that same Email Messages record will be found by the Set Fields
after the email engine stops sending mail, the transaction will only be
different the first time the escalation runs (after the email engine stops
sending email). You may or may not want this (example only notify people
once when the system stopped sending email). If you want to notify people
each time the escalation runs after the email engine stops sending email
you can use something like $Email ID$  + "_" + $TIMESTAMP$ in your Set
Fields.

You then have a filter(s) with Run If like   'Status' = "Enabled" AND
'Name' = "CHECK_4_PENDING_EMAIL" AND 'DB.zTmpPendingEmail_ID'  != '
zTmpPendingEmail_ID'  that do whatever you want. You could call a
script to send an email from the OS instead of using the Email Engine.

When I have used this setup in the past to address the email engine not
sending email, I found restarting the email engine would usually take care
of the issue so there was no manual intervention needed.  You can look at
this tread for an example batch file that will restart the email engine
(Windows) and there is also at least one other idea that uses a .vbs script
to monitor email:  https://mailman.rrr.se/arslist/1103/msg00794.html

The other thing I have see is a scheduled SQL job runs every few minutes
that basically does the same thing, looking for older email messages
records that have not been sent, and then sends a notification via the DB's
mail system.

Jason


On Mon, Jun 18, 2018 at 2:27 PM, Champagne, Susan 
wrote:

> Thank you Randy, for your quick response. How I missed the obvious is
> beyond me right now (no notification if the e-mail service isn’t running);
> so, thank you for pointing that out. I will speak with our server analysts
> to see if we have any such tools to monitor a server.
>
>
>
> Much appreciated!
>
>
>
> Susan
>
>
>
> *From:* ARSList [mailto:arslist-boun...@arslist.org] *On Behalf Of *Mckinnish,
> Randy via ARSList
> *Sent:* June-18-18 3:18 PM
> *To:* ARSList
> *Cc:* Mckinnish, Randy
> *Subject:* RE: [Ext] Help with Escalation on how to Run on Last Record,
> Only
>
>
>
> Susan,
>
> Even if the escalation fired and ran, if the email engine service is down
> I am thinking the notification would only queue and not send until the mail
> engine service was online again. Do you use any monitoring tools in-house
> like scom or zabbix? We have had success using those to monitor a service
> and if the service stops, the team is notified and it isn’t dependent on
> ARS services for delivery of the alert that something has gone wrong.
>
>
>
> Thanks
>
>
>
> *From:* ARSList  *On Behalf Of *Champagne,
> Susan
> *Sent:* Monday, June 18, 2018 2:53 PM
> *To:* arslist@arslist.org
> *Subject:* [Ext] Help with Escalation on how to Run on Last Record, Only
>
>
>
> This email contains a link or attachment. Please make sure it’s from a
> trusted source before you open the attachment or click on the link
>
> Hi folks,
>
> I’m hoping one of you will be able to assist me with what I’m trying to
> accomplish.
>
>
>
> My goal is to have Remedy send a notification message to the Service Desk
> whenever our e-mail service stops running. I’m working on an escalation
> where the Primary Form is “AR System Email Messages”. My problem is with
> the Run If Qualification. Here’s what I’ve got so far:
>
>
>
> Run If Qualification
>
> (‘Send Message’ = “Yes”) AND (($TIMESTAM$ - ‘Create D

Re: Incident Last Updated

[Jason Miller]

Wonderful! Do you mind expanding a little on what you found?

Jason

On Wed, May 30, 2018 at 12:45 PM, Brian Pancia  wrote:

> I did some testing with this and who knew it's already built into the
> system.  We're running 9.1.04.  Not sure when this functionality was added
> in.  Probably 20 versions ago.  Just shows sometimes our minds get stuck
> on how the system worked many versions ago and we assume it's never been
> changed.  Ok, maybe that is just my old mind.
>
>
> Brian
>
>
> DISCLAIMER: The information contained in this e-mail and its attachments
> contain confidential information belonging to the sender, which is legally
> privileged. The information is intended only for the use of the
> recipient(s) named above. If you are not the intended recipient, you are
> notified that any disclosure, copying, distribution or action in reliance
> upon the contents of the information transmitted is strictly prohibited. If
> you have received this information in error, please delete it immediately.
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Re: Incident Last Updated

[Jason Miller]

Ah, I see where you are going. Would non-licensed people other than the
requester add work log entries? The requester should be able to update
their own request (unless less the "you do not have write permissions"
workflow in ITSM prevents this). I personally I view adding/modifying a
work log entry and not updating the last modified timestamp/user on the
main record as a flaw. The context of the main request was updated and the
date/user stamps should reflect this (and is why in my custom app I made
sure it did).

One thing regarding porting SQL code between environments.. I brought this
up on the list years ago when I was researching any potential performance
issues... What I have done in the past is create a second utility DB next
to ARSystem on the same DB server. Here is where all of our custom views,
stored procs, jobs, etc. lived. This left ARsystem purely manged by Remedy
and anything we created directly in SQL went in to the utility DB. All of
these custom SQL objects were coded to use the appropriate resources
(linked servers, etc) for that environment (ex: our QA utility DB
references other QA systems we were integrated with). By doing this,
assuming our custom SQL objects were using the automatically-generated view
names or our DBs were so in sync the schemeIds matched, we just refreshed
the lower level environment DBs with a copy of prod and only had to do our
normal ARSystem/ITSM environment updates (using the Remedy Restore Tool
when were on ITSM). All of our customs SQL just worked after a DB refresh.

Jason

On Tue, May 29, 2018 at 4:51 PM, Brian Pancia  wrote:

> Jason,
>
>
> Great stuff.
>
>
> The license issues come in because you can have customers submit work log
> updates without a write license.  I believe SRM is setup that way or at
> least us to be if I'm not mistaken, so this would make a filter update a
> problem.  If I went the escalation route I would setup a qualification to
> say only update the last modified date if the work log submit date is newer
> than the incident last modified date.  For now we don't have customers
> adding work log entries, but we may down the road.  Not sure if we would at
> that time say date last updated by support versus date last updated by
> customer.
>
>
> The challenge with the SQL route is going across various environments when
> porting code over (dev, test, prod).  The SQL code may or may not have to
> be redone.  We have multiple environments and multiple networks utilizing
> remedy.  I do like direct SQL because a lot of times it is much faster
> depending on what you are doing.
>
>
> I'm going to play around with a few of these in our dev environment and
> figure out which one works the best.
>
>
> Brian
>
>
> --
> *From:* ARSList  on behalf of Jason Miller <
> jason.mil...@gmail.com>
> *Sent:* Tuesday, May 29, 2018 3:39:08 PM
>
> *To:* ARSList
> *Subject:* Re: Incident Last Updated
>
> What kind of licensing issues are you thinking of? I probably would not
> create workflow around forcing an updated. That is a procedural issue, not
> a system issue (a common desire is to manage people via tech).
>
> I haven't researched if this would have a negative affect in ITSM, but at
> my last job we built our own incident management and change management apps
> and I made sure to include a filter that would update the main ticket any
> time an associated work log records was created/updated so there wasn't a
> situation where the last modified date was older on the main ticket than a
> work log entry. These apps had the same basic structure as ITSM where
> there was a main record and related work log records (although audit and
> work log were all recorded in the same form so you could see the full life
> cycle of the ticket by looking at one table field / report). You want to
> consider this route if want simply look at the last modified date on the
> main record (assuming it wouldn't be updated by an escalation giving a
> false update).
>
> Another thought is to have a SQL job that updates your custom field for
> capturing last user modified date. It would be pretty quick performance
> wise and wouldn't touch the core last modified by and last modified date
> fields. By doing this then you can add the custom field to consoles like
> you mention and allow for sorting by this value. Or you could use a
> combination of this custom field that captures only user update times with
> workflow on the work log record as mentioned in the last paragraph, many
> options here.
>
> On Tue, May 29, 2018 at 1:57 PM, Brian Pancia 
> wrote:
>
> Jason - Thanks I was looking at that as a potential option too.  Of course
> the challenge with the work logs is licensing related issu

Re: Incident Last Updated

[Jason Miller]

What kind of licensing issues are you thinking of? I probably would not
create workflow around forcing an updated. That is a procedural issue, not
a system issue (a common desire is to manage people via tech).

I haven't researched if this would have a negative affect in ITSM, but at
my last job we built our own incident management and change management apps
and I made sure to include a filter that would update the main ticket any
time an associated work log records was created/updated so there wasn't a
situation where the last modified date was older on the main ticket than a
work log entry. These apps had the same basic structure as ITSM where there
was a main record and related work log records (although audit and work log
were all recorded in the same form so you could see the full life cycle of
the ticket by looking at one table field / report). You want to consider
this route if want simply look at the last modified date on the main record
(assuming it wouldn't be updated by an escalation giving a false update).

Another thought is to have a SQL job that updates your custom field for
capturing last user modified date. It would be pretty quick performance
wise and wouldn't touch the core last modified by and last modified date
fields. By doing this then you can add the custom field to consoles like
you mention and allow for sorting by this value. Or you could use a
combination of this custom field that captures only user update times with
workflow on the work log record as mentioned in the last paragraph, many
options here.

On Tue, May 29, 2018 at 1:57 PM, Brian Pancia  wrote:

> Jason - Thanks I was looking at that as a potential option too.  Of course
> the challenge with the work logs is licensing related issues.  I definitely
> want to make sure I don't kill all the functionality designed around the
> work logs with workflow forcing updates.  One thing I was looking at for
> the escalation route is so the users can see quickly the last time the
> ticket was updated, which can be used in the out of box consoles easily.  I
> may be able to use a display only field for that and do a join for backend
> reporting though.
>
>
> Brian
>
>
> --
> *From:* ARSList  on behalf of Jason Miller <
> jason.mil...@gmail.com>
> *Sent:* Tuesday, May 29, 2018 1:55:52 PM
> *To:* ARSList
> *Subject:* Re: Incident Last Updated
>
> I have seen these type of reports written against a join of HPD:WorkLog
> and HPD:HelpDesk. This way you do not need to modify any data (and in-turn
> you don't update the last modified date) like you would with an escalation.
>
> Jason
>
> On Tue, May 29, 2018 at 11:52 AM, Brian Pancia 
> wrote:
>
> I'm looking at including the last date a ticket was updated either
> directly or through a work log entry.  My initial thought is to create an
> escalation that checks to see if the work log entry submit date is greater
> than the ticket last modified date and then update the ticket with that
> date and user in the last modified fields.  The goal is to be able to
> easily report on how many days since the ticket was updated.  I'm sure this
> has come up 1000 times.  Has anyone come up with other cool alternative
> methods?
>
>
> Thanks,
>
>
> Brian
>
>
> DISCLAIMER: The information contained in this e-mail and its attachments
> contain confidential information belonging to the sender, which is legally
> privileged. The information is intended only for the use of the
> recipient(s) named above. If you are not the intended recipient, you are
> notified that any disclosure, copying, distribution or action in reliance
> upon the contents of the information transmitted is strictly prohibited. If
> you have received this information in error, please delete it immediately.
>
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Re: Incident Last Updated

[Jason Miller]

I have seen these type of reports written against a join of HPD:WorkLog and
HPD:HelpDesk. This way you do not need to modify any data (and in-turn you
don't update the last modified date) like you would with an escalation.

Jason

On Tue, May 29, 2018 at 11:52 AM, Brian Pancia  wrote:

> I'm looking at including the last date a ticket was updated either
> directly or through a work log entry.  My initial thought is to create an
> escalation that checks to see if the work log entry submit date is greater
> than the ticket last modified date and then update the ticket with that
> date and user in the last modified fields.  The goal is to be able to
> easily report on how many days since the ticket was updated.  I'm sure this
> has come up 1000 times.  Has anyone come up with other cool alternative
> methods?
>
>
> Thanks,
>
>
> Brian
>
>
> DISCLAIMER: The information contained in this e-mail and its attachments
> contain confidential information belonging to the sender, which is legally
> privileged. The information is intended only for the use of the
> recipient(s) named above. If you are not the intended recipient, you are
> notified that any disclosure, copying, distribution or action in reliance
> upon the contents of the information transmitted is strictly prohibited. If
> you have received this information in error, please delete it immediately.
>
> --
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> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
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Re: How to Retrieve the Attachments from WorkInfo of CRQ using Atrium Integrator (Spoon)?

[Jason Miller]

The landing page for ARSlist is here:  http://arslist.org

The archives are here:  https://mailman.rrr.se/arslist/

You can get to your settings here:
https://mailman.rrr.se/cgi/options/arslist

Jason

On Tue, Apr 17, 2018 at 2:47 AM, Abhi$hek  wrote:

> Please could someone send me the link to login to the arslist forum as i
> am unable to find it now?
>
> On Mon, Apr 16, 2018 at 11:29 AM, Abhishek2019 
> wrote:
>
>> Hi Experts,
>>
>> Please could you provide details for the below scenario:-
>>
>> Using Spoon we need to retrieve the attachments from the corresponding
>> CRQs
>> in ITSM 9.1.
>>
>> Early response will be highly appreciated.
>>
>> Regards,
>> AA
>>
>>
>>
>> --
>> Sent from: http://ars-action-request-system.1.n7.nabble.com/
>> --
>> ARSList mailing list
>> ARSList@arslist.org
>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
>
>
>
> --
>
>
>
> Regards,
> Abhishek Anand
>
>  <http://www.vyomlabs.com/>
>
>
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Re: Table Field Refresh Interval

[Jason Miller]

Just noticed it is documented:
https://docs.bmc.com/docs/ars91/en/settings-in-the-config-properties-file-609073130.html

https://communities.bmc.com/docs/DOC-49415
https://communities.bmc.com/docs/DOC-96987

Jason

On Thu, Mar 29, 2018 at 12:25 PM, Jason Miller 
wrote:

> There was a discussion on this a few months ago. See
> https://mailman.rrr.se/arslist/1711/msg00097.html for how to change it.
>
> Jason
>
> On Wed, Mar 28, 2018 at 2:48 AM, Thomas Miskiewicz 
> wrote:
>
>> Hello Listers,
>>
>> it looks like the Table Field Refresh Interval in Mid Tier 9.1.x is 5
>> min.
>>
>> The BMC documentation says though
>>
>> https://docs.bmc.com/docs/ars91/en/refreshing-table-fields-
>> 609073985.html?focusedCommentId=724771034#comment-724771034
>>
>> Enter an interval at which the table is automatically refreshed. It is
>> recommended that the interval should not be less than* the minimum
>> interval value set by the administrator *that is 5 minutes. Enter 0 to
>> clear the interval.
>>
>> I wonder where can the administrator set this.
>>
>>
>> Thomas
>>
>>
>>
>>
>> --
>> ARSList mailing list
>> ARSList@arslist.org
>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
>>
>
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Re: Table Field Refresh Interval

[Jason Miller]

There was a discussion on this a few months ago. See
https://mailman.rrr.se/arslist/1711/msg00097.html for how to change it.

Jason

On Wed, Mar 28, 2018 at 2:48 AM, Thomas Miskiewicz 
wrote:

> Hello Listers,
>
> it looks like the Table Field Refresh Interval in Mid Tier 9.1.x is 5 min.
>
> The BMC documentation says though
>
> https://docs.bmc.com/docs/ars91/en/refreshing-table-fields-609073985.html?
> focusedCommentId=724771034#comment-724771034
>
> Enter an interval at which the table is automatically refreshed. It is
> recommended that the interval should not be less than* the minimum
> interval value set by the administrator *that is 5 minutes. Enter 0 to
> clear the interval.
>
> I wonder where can the administrator set this.
>
>
> Thomas
>
>
>
>
> --
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>
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Re: Dev Studio broken after Upgrade to 9.1.03.001

[Jason Miller]

ADMIN NOTE:
I apologize for the duplicate post. It is totally my fault. Please
disregard one and have a happy day!

TIP:
When replying to this thread, remove the image in the reply. If you don't
your reply will likely be rejected due to size limitations.

Jason

On Wed, Mar 21, 2018 at 8:44 AM, Thomas Miskiewicz 
wrote:

> Hi Listers,
>
> we have successfully upgraded our archive stand alone server from
> 8.1.00.002 to 9.1.03.001 Hotfix from Oct 2017.
>
> We can login and work using the Mid Tier.
>
> Dev Studio takes ages to log in. At other times the login works smoothly,
> we can load the form list but we cannot open the Active Link, Filter,
> Guides Lists as we get a time one saying that the server is busy.
>
> Any ideas where to start looking? The support has no idea so far.
>
>
> Thomas
>
>
>
> --
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> https://mailman.rrr.se/cgi/listinfo/arslist
>
>
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Re: Dev Studio broken after Upgrade to 9.1.03.001

[Jason Miller]

 Do you have object reservations turned on? I have seen even in 8.x where
an object reservation somehow is created without an Object Name and Dev
Studio will throw an error loading the object list for that type of object
until those records are deleted.

Jason

On Wed, Mar 21, 2018 at 9:06 AM, Thomas Miskiewicz 
wrote:

> Hi Listers,
>
> we have successfully upgraded our archive stand alone server from
> 8.1.00.002 to 9.1.03.001 Hotfix from Oct 2017.
>
> We can login and work using the Mid Tier.
>
> Dev Studio takes ages to log in. At other times the login works smoothly,
> we can load the form list but we cannot open the Active Link, Filter,
> Guides Lists as we get a time one saying that the server is busy.
>
> Any ideas where to start looking? The support has no clue so far.
>
>
> Thomas
>
> --
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> https://mailman.rrr.se/cgi/listinfo/arslist
>
>
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Re: Pop-Up Messages in the Incident Module

[Jason Miller]

An AL running every 3 second is exactly what my simple chat app is doing
(without RED as I initially developed it to use).  You can download it here
if you want to look: https://communities.bmc.com/docs/DOC-103612

Jason

On Thu, Mar 8, 2018 at 5:18 PM, Misi Mladoniczky  wrote:

> Hi,
>
> Well, it is super simple. You specify the interval in seconds, if I
> remember right, and the ACTL will run every x seconds. If the run-if
> evaluates to true, the if-actions are run, otherwise any else-actions.
>
> If you have three windows open of the form containing the ACTL, the ACTL
> will run separately for each of these windows.
>
> If you want to test something on the server, as opposed to the local
> fields of the window/record on which the ACTL is running, you might need to
> create an ACTL guide and maybe do a service-call to the server that returns
> the result of what you need to check.
>
> In other words these interval-ACTL:s are not similar to escalations.
> Escalations makes a query on the server to find one or more records. The
> ACTL only directly access the data of the record loaded in the client
> window.
>
> 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
>
>
>
>
>
> March 8, 2018 11:54 PM, "Jared Dean"  <%22jared%20dean%22%20%3cjldea...@gmail.com%3E>> wrote:
>
> Thanks for confirming Doug. Do you have any resources that I can review to
> learn how to implement this?
> -Jared
>
> On Mar 8, 2018, at 14:17, Mueller, Doug  wrote:
>
> This capability is present in 7.6.04. It was introduced in 2002 (I know
> because it was introduced for me for an application I was building at the
> time….). So, it has been there since the mid 5.x releases.
>
> Doug Mueller
>
> *From:* ARSList [mailto:arslist-boun...@arslist.org
> ] *On Behalf Of *LJ LongWing
> *Sent:* Thursday, March 08, 2018 11:08 AM
> *To:* ARSList 
> *Subject:* Re: Pop-Up Messages in the Incident Module
>
> Jared,
>
> I don't know if 7.6.04 has Interval execute condition for AL's, but I know
> 8.x and 9.x do.
>
> On Thu, Mar 8, 2018 at 11:53 AM, Jared Dean  wrote:
>
> -I'm wondering if there is the capability for a pop-message to run at a
> specific interval out of the box or does this need custom coding. I have
> the pop-up in Active Links and the interval in Escalations. I need to merge
> the two,lol
>
> Running AR 7.6.04 with customization
>
>
> --
>
> Regards,
>
> J. Dean
>
>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
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>
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> 
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Re: Pop-Up Messages in the Incident Module

[Jason Miller]

Oh yeah, it goes back to at least 7.0 (I am pretty sure) and maybe even
6.x. AL interval has been around quite a while.

Jason

On Thu, Mar 8, 2018 at 1:07 PM, LJ LongWing  wrote:

> Jared,
> I don't know if 7.6.04 has Interval execute condition for AL's, but I know
> 8.x and 9.x do.
>
> On Thu, Mar 8, 2018 at 11:53 AM, Jared Dean  wrote:
>
>> -I'm wondering if there is the capability for a pop-message to run at a
>> specific interval out of the box or does this need custom coding. I have
>> the pop-up in Active Links and the interval in Escalations. I need to merge
>> the two,lol
>>
>> Running AR 7.6.04 with customization
>>
>> --
>> Regards,
>> J. Dean
>>
>> --
>> ARSList mailing list
>> ARSList@arslist.org
>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
>>
>
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Re: How calculate the Aging of an Incident & show it in overview console?

[Jason Miller]

That is correct. Well, current timestamp (includes time too) The getdate
function in SQL Server (don't remember you saying which DB you are using).

https://docs.microsoft.com/en-us/sql/t-sql/functions/getdate-transact-sql

"Returns the current database system timestamp as a datetime value without
the database time zone offset. This value is derived from the operating
system of the computer on which the instance of SQL Server is running."

Jason

On Wed, Feb 7, 2018 at 11:45 PM, Abhishek2019 
wrote:

>
> Thanks a ton for your superb response.
>
> Also regarding the DATEDIFF() - > please could you let me know that are you
> calculating it for the difference between Submit Date & current date??
>
>
>
> --
> Sent from: http://ars-action-request-system.1.n7.nabble.com/
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Re: How calculate the Aging of an Incident & show it in overview console?

[Jason Miller]

I am off to bed so I'll be a little sparse on the detail in this reply...
The DB view  U__HPD_Help_Desk is an out of the box view, I only added a
column to it. That view and one for each of the other forms Change,
Problem, Work Order, Task, etc. also have similar out of the box DB views.
When all is said and done the views need the same number of columns so they
all need to be updated even if its only value is a hard coded space (  ' '
 ). If you look at the screenshot in my previous reply there are a number
of columns that will only ever return ' ' but on one of the other forms
that column will have a value so every other form (DB view) needs a
placeholder.

Once you have added your calculation column (using *getdate()* instead of
Last Modified in my original example) to the HPD view and the dummy columns
to every other view used in the Overview UNION view, then  you simply add
the new column to the view form referencing the DB UNION view. There is no
need to change the DB UNION view since it does a *SELECT ** .  From what I
have seen it can be tricky to get your View Form to see that there is a new
column. Restarting AR Server should take care of that. I am trying to
remember how I did this in production without restarting AR Server
Don't remember if it was Dev Studio cache and restarting Dev Studio took
care of it or maybe I added a new field to the view form which made it
re-read the UNION view columns?.?.?. There is a way, you just need to make
the system see there is a new column. Maybe I simply did an ALTER VIEW on
the UNION DB view and the system noticed?

(that wasn't as sparse as I thought it would be)

Good night Y'all
Jason

On Wed, Feb 7, 2018 at 1:41 AM, Abhishek2019  wrote:

> Thanks a ton Jason for your superb response.
>
> I am trying to summarize it in detail:-
>
> You created a new DB view & added the custom field for the aging
> calculation
> in it.
> After that how to retrieve it in overview console table??
>
> Also even  after adding the custom field in the overview console table ,
> how
> are we going to retrieve the real time aging calculation for each incident
> in the overview console table...??
>
> Early response will be highly appreciated.
>
> Cheers,
> AA
>
>
>
>
>
> --
> Sent from: http://ars-action-request-system.1.n7.nabble.com/
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Re: How calculate the Aging of an Incident & show it in overview console?

[Jason Miller]

Once case where you can see drastically different out of order Case ID's in
a server group is if Incident(s) are created on a non-user facing admin
server that has been up for  a while (months). An example is UDM is used to
create a bunch of request for a project and the admin server is used for
the load. I ran across this a while ago and scratched my head for a few
minutes until I realized they were created on a admin server that had been
up for a while, that server rarely submits and Incident.

That is edge use case but an example of how Case ID isn't a great option
for time sensitive matters.

Jason

On Tue, Feb 6, 2018 at 4:21 AM, JD Hood  wrote:

> 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
>>
>>
>>
>> --
>> Sent from: http://ars-action-request-system.1.n7.nabble.com/
>> --
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>>
>
>
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Re: How calculate the Aging of an Incident & show it in overview console?

[Jason Miller]

Personally I would look at it a bit differently. Since you need to do some
DB view work in order to add custom fields anyways, I would consider doing
the age calculation as a new column in the DB view and then expose that as
a field in the Overview Console.

Since the Overview Console tends to be one of the heavier quires in the
system, performing a calculation in one of the views supporting the UNION
view is going to impact that some, however let the DB do what it is good at
and will require minimum effort from the Remedy side.

Jason

On Mon, Feb 5, 2018 at 8:33 AM, JD Hood  wrote:

> 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.
>>
>>
>>
>> --
>> Sent from: http://ars-action-request-system.1.n7.nabble.com/
>> --
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>> ARSList@arslist.org
>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
>
>
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Re: What to use instead of PERFORM-ACTION-OPEN-URL new "file:..."?

[Jason Miller]

Are you opening files on a UNC path (network share) with *file://UNC_path*?

If they are files on a share most likely you'll need to put a web server in
from of them and serve them up via http. Depending on where the files are
stored you could simply include that directory and publish them via the web
server.

For example we use ARInside. Our ARInside files are stored on one server
and we have Apache web server (httpd) on a different server serving up the
ARInside pages via UNC to the other server. I am not sure if this is
something ISS can do as well.

Jason

On Sun, Feb 4, 2018 at 7:17 AM, Sharon Menachem 
wrote:

> Hi All,
>
>
>
> I understand from a previous post to the list, that the reason the
> PERFORM-ACTION-OPEN-URL new "file:..." functionality no longer works in
> Chrome is because of security changes, and that it is likely to stop
> working in IE soon once we are up to date with patches. I have many many
> excel reports that have been made available in Remedy using this
> functionality so I need to figure out another way to get the excel files to
> open in the web environment.
>
>
>
> I am running ARS 9.1.3 with custom apps on an SQL backend.
>
>
>
> What can I use instead of PERFORM-ACTION-OPEN-URL new "file:..."?
>
>
>
> Thanks,
>
> Sharon
>
>
>
>
>
> --
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> https://mailman.rrr.se/cgi/listinfo/arslist
>
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OT: Re: Loadbalancer traffic distribution question

[Jason Miller]

I'll also use this thread as an opportunity for a new discussion related to
load balancing.

Is anybody aware of any docs that pertain to load balancing Jetty on AR
Server? The REST API has been hosed here for a few years but that wasn't
user-facing (but should be able to setup redundancy). The new CMDB UI is
also using Jetty and this is user-facing (albeit a small user base) so it
is time to start thinking about LB for Jetty.

It might be straightforward without any special considerations however it
would be very nice to have this setup actually documented for AR
Server/Jetty.

Jason

On Thu, Feb 1, 2018 at 10:43 AM, Randeep Atwal  wrote:

> From the Mid-Tier side, you also might want to review your setttings as
> described here to work with the load balancer settings:
>
> https://docs.bmc.com/docs/display/public/ars81/Configuring+the+mid+tier+
> connection+pool
>
> https://docs.bmc.com/docs/brid91/en/configuring-the-mid-
> tier-connection-pool-610403150.html
>
> On Thu, Feb 1, 2018 at 8:16 AM, Aspari Sunil Kumar 
> wrote:
>
>> There isn't much can be done in mid tier.this is purely LB team need to
>> analyse what is going wrong . Need to sit with them and see why all the
>> connections are going to one server in reality with the help of logs.. we
>> had strange problem recently that on 2 AR servers we used to see same set
>> of users .. we fixed this after lot of analysis with LB team
>>
>>
>> On Feb 1, 2018 7:09 PM, "LJ LongWing"  wrote:
>>
>> I've always preferred to use least connections personally, but from what
>> I've read of the docs they recommend round robinbut round robin doesn't
>> explain how your LB would be putting everyone on one node...it should
>> literally go 1, 2, 3, 1, 2, 3 for new connections, and as you discussed,
>> keep you on your current server if you are within the timeout, but you
>> should have fairly even load across nodesdo they keep logs of the
>> monitor activity so you can review if the monitor is reporting a server as
>> down during specified periods?  What monitor style are you using, ping,
>> tcpip port, something else?
>>
>> On Thu, Feb 1, 2018 at 9:00 AM, Thomas Miskiewicz 
>> wrote:
>>
>>> Hey LJ and thank you for the prompt reply.
>>>
>>> Talked to them already. We’re using round robin. I’m not an expert on LB
>>> but my understanding was that we would have about an equal amount of users
>>> on all AR Servers using it.
>>>
>>> The guy explained that once you connect there is a time out of 180
>>> seconds. If you do something within the 180 seconds you will end up on the
>>> same server. If you don’t they will balance. Sounds plausible. Any yet
>>> what’s the likelihood that people then will be balanced on the second box
>>> and not the third.
>>>
>>> Does anyone there use round robin as well? How do your users get
>>> distributed? What are you Mid Tier settings, connection settings in
>>> particular?
>>>
>>>
>>> Thomas
>>>
>>>
>>>
>>> On Feb 1, 2018, at 4:49 PM, LJ LongWing  wrote:
>>>
>>> Thomas,
>>> You'll need to work with the LB team to identify what distribution
>>> method they are usingcommon options are 'round robin' in which it just
>>> simply points everything at each server in turn, 'least connections' where
>>> it tries to analyze how many are 'currently' connected to each node and
>>> send the traffic to the one with the least current loadyou'll also want
>>> to check and verify that the monitor that you are using to determine if a
>>> node is online or not is functioning properly because if the LB monitor
>>> says a node is down, it obviously won't send any traffic to it...but if
>>> that monitor is faulty, it might be up and running but not reporting as
>>> online and can cause the scenario you described...
>>>
>>> On Thu, Feb 1, 2018 at 8:44 AM, Thomas Miskiewicz 
>>> wrote:
>>>
>>>> Hi Listers,
>>>>
>>>> we got a physical load balancer before the Mid-Tier servers and a
>>>> logical load balancer between the Mid Tier and our AR Servers.
>>>>
>>>> We noticed that on some days all the users land on only one AR Server.
>>>> On other days two. What’s the reason behind it? What do we need to
>>>> configure and to enforce equal distribution?
>>>>
>>>>
>>>> Thomas
>>>> --
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>>>> ARSList@arslist.org
>>>> https://mailman.rrr.se/cgi/listinfo/arslist
>>>>
>>>
>>> --
>>> 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
>>>
>>>
>>
>> --
>> ARSList mailing list
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>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
>>
>>
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>>
>
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Re: FYI: Duplicate Field Names in 9.1.00 201512160229 possible

[Jason Miller]

A bit OT but I do remember a time when you could name a field with a DB
keyword and the SQL view would not be generated. I Remember we a few forms
with the field call "function" and the SQL view wouldn't build until we got
smart and started naming the field something like "functionx". I think the
last time I saw this was like in 6.x, maybe even 5.x.

Jason

On Wed, Jan 31, 2018 at 9:37 AM, Ben Chernys <
ben.cher...@softwaretoolhouse.com> wrote:

> As I said, “I’m curious as to what field names were generated for the
> view.”
>
> I have no idea how they got it done.  I have an older dev studio and it
> prevented that action from going to the server (as it should).Remember
> that Remedy has code for generating a field’s viewname.  There’s a couple
> of fields in ITSM that have names ending in a space for example (xxx_ in
> the view).  A field could be a reserved word in the db.
>
> Cheers
> Ben
>
>
>
> *From:* ARSList [mailto:arslist-boun...@arslist.org] *On Behalf Of *LJ
> LongWing
> *Sent:* January-31-18 8:06 AM
> *To:* ARSList 
> *Subject:* Re: FYI: Duplicate Field Names in 9.1.00 201512160229 possible
>
>
>
> Ben,
>
> I'm not sure how exactly that can happen because the 'name', assuming we
> are talking about the DB name of the field is used in the View creation,
> and you obviously can't have two columns with the same name in the DB view,
> so you can't do it in Dev Studio either...I would be curious to see a def
> of the form in questionthis hasn't been possible since I started using
> remedy in v 3.2not sure how they got it done.
>
>
>
> On Wed, Jan 31, 2018 at 7:55 AM, Ben Chernys  softwaretoolhouse.com> wrote:
>
> Hi Folks,
>
>  Just ran into an odd issue.  A customer has created a field twice in the
> same form with the same name (but different ids).  I tried to do the same
> on my 9.1.02 server using the 8.0 Developer Studio but the client prevented
> a duplicate entry into the name field.  I remember the old admin tool
> returning a duplicate field error at some point.
>
>  I’m curious as to what field names were generated for the view.
>
>  All workflow is keyed to field ids so it is not surprising that the
> Remedy application still functions – though I wonder which field is
> selected in dev studio.  I have downloaded the 9.1.04 clients et al and
> will give its dev studio and RDP a try if I can put in a Java it thinks is
> higher than 1.4 😊
>
>  Alas this is mere curiosity as Meta-Update/Meta-Archive is only affected
> in that the field cache for this form is not used (a minor slow-down in
> performance when dealing with this form).
>
>  This is not a question; it just surprised me.
>
>  Cheers,
>
> Ben Chernys
> Senior Software Architect
> [image: logoSthInc-sm]
>
> Canada / Deutschland
> Mobile:+49 171 380 2329 <+49%20171%203802329>   GMT - 7 + [ DST ]
>
> Mobile +1 403  554 0887 <(403)%20554-0887>
> Email:   Ben.Chernys_AT_softwaretoolhouse.com
> Web: www.softwaretoolhouse.com
>
> We are a BMC Technology Alliance Partner
>
>
>
>
>
> Check out Software Tool House's free Diary Editor and our  Freebies
> Section for ITSM Forms and Fields spreadsheet.
>
> *Meta-Update <http://www.softwaretoolhouse.com/product/SthMupd/index.html>*
> *,* our premium ARS Data tool, lets you automate your imports,
> migrations, *in no time at all*, without programming, without staging
> forms, without merge workflow.
>
>
>
> *Meta-Archive
> <http://www.softwaretoolhouse.com/product/SthArch/index.html>* does ITSM
> Archiving your way: with your forms and your multi-tenant rules, treating
> each root request as a complete tree and checking associatuions.  Archive
> output to different servers, HTML pages with links to attachments or
> archive forms.
>
>
>
> *Meta-Databot
> <http://www.softwaretoolhouse.com/product/Databot/index.html>* is an
> automated, extensible BMC Data Wizard.  It reads a file of data changes and
> sports an Undo feature.
>
>
>
> Pre ITSM 9.1.04?  Clarify?  HP? Roll your own?  No problem!  You can keep
> your valuable data!
>
>
> http://www.softwaretoolhouse.com/
>
>
>
>
>
>
>
>
>
>
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>
>
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ADM: Timing test

[Jason Miller]

Just checking the plumbing.

Jason
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Re: 913 Audit forms not working properly

[Jason Miller]

Hi Tom,

I have seen two issues with auditing on 9.1 but not what you describe.

In 9.1.02.001 I have seen clearing a value in an audited field does not get
audited. For example if you have a Work Order with a Request Manager
assigned, clear the manager and save, there is no record of the transaction
that cleared the value in the audit form.

In 9.1.03.001 I have seen fields that were not changed listed in the Fields
Changed field on the audit record. The Log field correctly audits the
changed values, it is just the Fields Changed field that is incorrect. For
example if I set the Request Manager in a Work Order to me and save the Log
field will show "Request Manager: Jason Miller" but the Fields Change field
will show "Request Manager; Status; Work Order Type; Priority;"

Jason

On Fri, Dec 22, 2017 at 8:10 AM, Tom Shurmur  wrote:

> Hi and Happy Holidays to all you listers
>
> We just upgraded to 913 from 812. On 913 we have found that data is not
> writing to our audit forms as expected. The Original Request ID, User and
> Action fields are not be populated and causing errors.
>
> Has anyone else had this issue and have a solution?
>
> ARS 9.1.03 P1
> Microsoft Windows Server 2012 (64-bit)
> MS SQL 2016
>
> --
> Tom Shurmur
> Caretech Solutions
>
> The ARS List
> Where answers are found
>
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>
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Re: Best way to delete records

[Jason Miller]

Using RRR|Chive was my favorite way before LJ built his tool (I was his
guinea pig, I mean tester). Both are great ways to delete records and can
do it way faster than Escalations and a bit more safely than directly in
SQL.

This conversation in the BMC Communities we talked about some of the
specifics of using RRR|Chive to dump records:
https://communities.bmc.com/message/615453.

In my case I didn't want any archive copy so the least amount of data
written to disk (especially attachments) the faster the whole process could
go.

Jason

On Fri, Dec 8, 2017 at 12:17 PM, Mike Galat 
wrote:

> Hi Kelly –
>
>
>
> I am sure LJ’s tool will work, just wanted to point out what we did in the
> past.  We have used rrrChive (a free utility) to remove a lot of tickets
> (we are not an ITSM shop, most everything custom).  What we did, was use
> the MOVE functionality, give it an ARX file to dump it to, and no
> receiveing system for it to go to.  The end result was arx files, along
> with attachments, etc. that were dumped to a server.  Our use-case was to
> archive the data on the server for a year, then delete, however if you
> don’t care about the data, you can simply delete the arx and subfolders.
>
>
>
> Thanks,
>
> Mike
>
>
>
> *From:* ARSList [mailto:arslist-boun...@arslist.org] *On Behalf Of *Kelly
> Logan
> *Sent:* Friday, December 08, 2017 12:05
> *To:* ARSList
> *Subject:* Re: Best way to delete records
>
>
>
> I will check it out, LJ - thanks!
>
>
>
> On Fri, Dec 8, 2017 at 9:55 AM, LJ LongWing  wrote:
>
> Kelly,
>
> I have a tool on my website (http://remedylegacy.com/
> tools/delete-requests/) that might do what you want.  It's designed to
> allow you to issue SQL Queries to identify records that need to be removed,
> and then removes them via the api.  You could in theory issue a query to
> say the task form and say give me a list of all tasks that are associated
> with incidents I want to remove...and it'll remove those tasksyou of
> course would want to remove all of the children before the parents...or,
> alternatively you could use this tool to delete all of the parents first,
> and then do an sql query on the children records and delete any orphans
> that were left behind...
>
>
>
> On Fri, Dec 8, 2017 at 8:40 AM, Kelly Logan 
> wrote:
>
> We are working on a mass delete system as well, to remove a section of
> data belonging to one group. In addition to the concerns of the mass delete
> of a number of records, I am also looking for an efficient way to remove
> their child/transactional records as well. While the parent records can be
> found with a simple query on the company name, this field is not on most of
> the related records. Instead I am left with a list of parent record ids. I
> am looking at ways to feed these in process-able chunks to other delete
> commands for the related records.
>
>
>
> I am looking for the fastest and least error-prone method on ITSM 8.1 as
> this will likely need to run during a maintenance window.
>
>
>
> Any advice on what deletion processes are the most efficient and/or handy
> tricks to clear out related entries using other methods? I am currently
> considering workflow, Pentaho Spoon and workflow generated SQL.
>
>
>
> Also, any references for ITSM 8.1 data models (an ERD for each of the
> applications would be really handy) would be greatly appreciated.
>
>
>
>
>
> On Fri, Dec 8, 2017 at 8:34 AM, Pattabiraman, Vishal <
> vishal.pattabira...@cgi.com> wrote:
>
> Hi,
>
>
>
> I had worked on a requirement were we had to purge records. What we did
> was, take SQL logs and check all the dependent tables that gets affected.
>
> Create a SQL job that mimics the same functionality and include it in
> Scheduled job. The best part of this solution was, it was powerful and
> silent. No ARS service downtime.
>
> Hope this helps.
>
>
>
> Thanks!
>
> Vishal
>
>
>
> *From:* ARSList [mailto:arslist-boun...@arslist.org] *On Behalf Of *Arner,
> Todd
> *Sent:* Friday, December 08, 2017 7:50 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Best way to delete records
>
>
>
> We have a form in Remedy that we upload user access information into on a
> bi-weekly basis. (There is about 300,000 rows)  Prior to uploading the data
> to the form,  we delete all of the current records and then upload the new
> data.  We have been using the Application-Query-Delete-Entry in an
> escalation Run process to delete the records.  This process worked fine in
> version 8.1 but has stopped working in version 9.1.3.  I did find an issue
> related to the Application-Query-Delete-Entry causing a memory leak which
> cau

Re: First message on Mailman

[Jason Miller]

Thank you Misi for all of your work on switching over the ARSlist!

Jason

On Fri, Dec 1, 2017 at 3:21 AM, Misi Mladoniczky  wrote:

> Hi friends,
>
> Now the Mailman should be up and running, and you should have received a
> welcome email.
>
> The normal address http://arslist.org should give you all the information
> you need if you forget anything, or if you want to search the archives.
>
> Your old passwords has been discarded and you now have random passwords
> which was sent in the welcome email.
>
> We now have 1443 regular subscribers and 586 digest subscribers.
>
> The current digest setting is weekly. Let me know if this is too often, as
> I think the old digests were monthly...
>
> Enjoy!
>
> 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
>
> --
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> ARSList@arslist.org
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>
>
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Re: Test3, new mailman 2.1.25 installed

[Jason Miller]

This is a live thread.

Everybody else, please excuse our dust while we build the new ARSlist
system :)

The good news is we fooled our selves as we test and are having trouble
telling which system we are working in. This confirms we are on the right
track wiht the look and feel.

Jason

On Wed, Nov 22, 2017 at 1:59 PM, LJ LongWing  wrote:

> **
> auoddh
>
> On Wed, Nov 22, 2017 at 12:41 PM, Dave Shellman 
> wrote:
>
>> **
>> Misi,
>>
>> Looks good.  Seeing email address as expected.  Reply and Reply All are
>> also going back to ARSList as expected as well.
>>
>> Dave
>>
>> On Wed, Nov 22, 2017 at 2:13 PM Scott Philben  wrote:
>>
>>> **
>>> I see it
>>>
>>> Sent from my iPhone
>>>
>>> On Nov 22, 2017, at 13:40, onkar shinde  wrote:
>>>
>>> **
>>> yep.. got it.. Thanks.
>>>
>>> On Nov 23, 2017 12:07 AM, "Misi Mladoniczky"  wrote:
>>>
>>>> **
>>>>
>>>> Let's see if this works. Please respond a little bit guys!
>>>>
>>>>
>>>>
>>>> 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
>>>> _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_
>>
>> _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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"Where the Answers Are, and have been for 20 years"

Re: [EXTERNAL] Re: Question about PERFORM-ACTION-OPEN-ATTACHMENT

[Jason Miller]

One other thing we messed with at my last job where we built our own
Service Desk app was right click actions (I say messed with because it has
not made it to production by the time I left).

https://docs.bmc.com/docs/ars91/en/defining-a-context-menu-609074028.html

Double clicking the row in the table opened dialog for adding/modifying the
attachment as well as making comments in a text field (attachment
revisions). We couldn't do away with opening the dialog and just open the
attachment because then people would not be able update it and make
comments. We added a right click action to the table field for opening the
attachment directly like you are looking to do.

Jason

On Wed, Nov 22, 2017 at 9:06 AM, Jason Miller 
wrote:

> LJ beat me to it.  Attachment pools/fields are the one type of field that
> does't work well if not in the view and/or on a tab the users do not have
> permissions to. Most any other field type doesn't care but in my experience
> attachments field and pool need to be in the view and if inside panel the
> user need permissions to the panel(s). It can be on a hidden panel and/or
> the attachment pool can be hidden.
>
> I'l confirm, I typically build it the same as Misi and LJ do :)
>
> Also you may want to try PERFORM-ACTION-SAVE-ATTACHMENT. I have switched
> to using this instead of PERFORM-ACTION-OPEN-ATTACHMENT. It will give the
> user the option to save or open which is more consistent with a "download".
> I found my users appreciated having the option to save without opening the
> file and the overall UX was a better between the different browsers. OH!
> not I remember, I started using this because it got rid of the annoying
> blank window that opens with the attachment.
>
> Jason
>
>
>
>
> On Wed, Nov 22, 2017 at 8:55 AM, LJ LongWing 
> wrote:
>
>> **
>> Dustin,
>> I've had problems in the past when the attachment pool itself is
>> hidden...so I've had to stick it on a hidden tab somewhere and leave the
>> pool un-hidden.but in relationship to resource usage...not sure exactly
>> what you meanan attachment in a pool is the only way to do it...
>>
>> On Wed, Nov 22, 2017 at 7:47 AM, Fawver, Dustin 
>> wrote:
>>
>>> **
>>>
>>> Ok.  One question that I have as I’ve started to implement is this.  I
>>> can’t seem to have an attachment field without an attachment pool.  I’ve
>>> hidden the pool and set the attachment field as display only.  As far as
>>> resource usage, is there much of a change doing it that way instead of
>>> having a standard attachment pool?
>>>
>>>
>>>
>>> Thanks!
>>>
>>> Dustin Fawver
>>>
>>> Sr. Help Desk Technician
>>>
>>> Information Technology Services
>>>
>>>
>>>
>>> P: 423-439-4648 <(423)%20439-4648>
>>>
>>> itsh...@etsu.edu
>>>
>>> [image: itslogo] <http://www.etsu.edu/helpdesk>
>>>
>>>
>>>
>>> *From:* Action Request System discussion list(ARSList) [mailto:
>>> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
>>> *Sent:* Wednesday, November 22, 2017 9:38 AM
>>> *To:* arslist@ARSLIST.ORG
>>> *Subject:* [EXTERNAL] Re: Question about PERFORM-ACTION-OPEN-ATTACHMENT
>>>
>>>
>>>
>>> **
>>>
>>> This is the method that I have used to success in the past as well :)
>>>
>>>
>>>
>>> On Wed, Nov 22, 2017 at 6:16 AM, Misi Mladoniczky  wrote:
>>>
>>> **
>>>
>>> Hi,
>>>
>>> I would just create a Hidden Attachment Slot Field in your primary form.
>>> Make it Display-Only and make sure that Disable Change Flag is set to True.
>>>
>>> Then when you do a Return on a row in the list of attachments, or maybe
>>> select a row and then click a button, you do a Set-Fields from the
>>> Attachment Form to your Hidden Field. Then do a PERFORM-ACTION-OPEN on your
>>> Hidden Field.
>>>
>>> Best Regards - Misi, RRR AB, http://www.rrr.se
>>> <https://linkprotect.cudasvc.com/url?a=http://www.rrr.se&c=E,1,FAp_JpSLyiYuzWYwuNkshqziF_j9P7e4TGwJS8J3abXCpljsSY4OnXTEpNo4crcMCJGvn8s7-5Wh83QNBgm7XFm_SrCihyF2vFVGUUbeXLl14a5OmxM,&typo=1>
>>> (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

Re: [EXTERNAL] Re: Question about PERFORM-ACTION-OPEN-ATTACHMENT

[Jason Miller]

LJ beat me to it.  Attachment pools/fields are the one type of field that
does't work well if not in the view and/or on a tab the users do not have
permissions to. Most any other field type doesn't care but in my experience
attachments field and pool need to be in the view and if inside panel the
user need permissions to the panel(s). It can be on a hidden panel and/or
the attachment pool can be hidden.

I'l confirm, I typically build it the same as Misi and LJ do :)

Also you may want to try PERFORM-ACTION-SAVE-ATTACHMENT. I have switched to
using this instead of PERFORM-ACTION-OPEN-ATTACHMENT. It will give the user
the option to save or open which is more consistent with a "download". I
found my users appreciated having the option to save without opening the
file and the overall UX was a better between the different browsers. OH!
not I remember, I started using this because it got rid of the annoying
blank window that opens with the attachment.

Jason




On Wed, Nov 22, 2017 at 8:55 AM, LJ LongWing  wrote:

> **
> Dustin,
> I've had problems in the past when the attachment pool itself is
> hidden...so I've had to stick it on a hidden tab somewhere and leave the
> pool un-hidden.but in relationship to resource usage...not sure exactly
> what you meanan attachment in a pool is the only way to do it...
>
> On Wed, Nov 22, 2017 at 7:47 AM, Fawver, Dustin 
> wrote:
>
>> **
>>
>> Ok.  One question that I have as I’ve started to implement is this.  I
>> can’t seem to have an attachment field without an attachment pool.  I’ve
>> hidden the pool and set the attachment field as display only.  As far as
>> resource usage, is there much of a change doing it that way instead of
>> having a standard attachment pool?
>>
>>
>>
>> Thanks!
>>
>> Dustin Fawver
>>
>> Sr. Help Desk Technician
>>
>> Information Technology Services
>>
>>
>>
>> P: 423-439-4648 <(423)%20439-4648>
>>
>> itsh...@etsu.edu
>>
>> [image: itslogo] <http://www.etsu.edu/helpdesk>
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
>> *Sent:* Wednesday, November 22, 2017 9:38 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* [EXTERNAL] Re: Question about PERFORM-ACTION-OPEN-ATTACHMENT
>>
>>
>>
>> **
>>
>> This is the method that I have used to success in the past as well :)
>>
>>
>>
>> On Wed, Nov 22, 2017 at 6:16 AM, Misi Mladoniczky  wrote:
>>
>> **
>>
>> Hi,
>>
>> I would just create a Hidden Attachment Slot Field in your primary form.
>> Make it Display-Only and make sure that Disable Change Flag is set to True.
>>
>> Then when you do a Return on a row in the list of attachments, or maybe
>> select a row and then click a button, you do a Set-Fields from the
>> Attachment Form to your Hidden Field. Then do a PERFORM-ACTION-OPEN on your
>> Hidden Field.
>>
>> Best Regards - Misi, RRR AB, http://www.rrr.se
>> <https://linkprotect.cudasvc.com/url?a=http://www.rrr.se&c=E,1,FAp_JpSLyiYuzWYwuNkshqziF_j9P7e4TGwJS8J3abXCpljsSY4OnXTEpNo4crcMCJGvn8s7-5Wh83QNBgm7XFm_SrCihyF2vFVGUUbeXLl14a5OmxM,&typo=1>
>> (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
>> <https://linkprotect.cudasvc.com/url?a=http://rrr.se&c=E,1,oEnoo7tZ0SjxbztIVU0NxZh92uLv4OeGH1NBaEHia3VwUMn-8sTJ5t2-QwrPjcXYyzjahLFQsJ5zZLOeatdC-_qV_MSwgH-WPuoCIqbC4XIa&typo=1>
>>
>>
>>
>>
>>
>>
>> November 22, 2017 1:59 AM, "Fawver, Dustin" > <%22Fawver,%20dustin%22%20%3cfaw...@mail.etsu.edu%3E>> wrote:
>>
>> **
>>
>> Hi, Experts!
>>
>> I have a primary ticket form and a secondary form that has just an
>> attachment pool. The primary form has a table that lists the entries in the
>> secondary form associated with the current request. I can see the list and
>> successfully call the secondary form from the primary one in order to add
>> additional attachments. For users to view the attachments, I could simply
>> leave the table drill down option to True. This would simply open up the
>> secondary form and the user would then click on the Display button. I
>> wanted to make it a bit nicer than that by having the user just
>> double-cl

Re: Is there a state of the art way to prevent unauthorised access to Form Views in Mid Tier?

[Jason Miller]

A little different than what has been discussed using Remedy workflow, you
could also use something that looks at the URL and prevents access or
rewrites the URL. mod_rewrite
<http://httpd.apache.org/docs/current/mod/mod_rewrite.html> for Apache
comes to mind. Looks like there is URL Reewrite
<https://www.iis.net/downloads/microsoft/url-rewrite> for IIS (never used
it). The downside to this is your criteria to allow/deny has to be
something available to the web server (e.g. IP address, domain group
membership) and not necessarily Remedy data.

Suppose you could also come up with some javascript functions that are
called from the view's web header/footer.

The actor view concept is interesting. I never noticed that feature
(although I have seen "actor" all over in Mid Tier logs). I think the docs
probably could describe the concept a little better because I am not fully
understanding what is happening there (or I just need more coffee).

Jason

On Fri, Nov 17, 2017 at 7:42 AM, Thomas Miskiewicz 
wrote:

> **
> Hello there,
>
> I have *Form A* with *User View* and *Admin View*. How can I prevent
> unauthorised access to the Admin View?
>
> If there is no configurable state of the art way maybe you have an elegant
> idea how to achieve it?
>
>
> Thank you
>
> Thomas
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: New Chrome versions

[Jason Miller]

Hmmm.  Now that you mention the logging part I had a coworker at a
another job that was experiencing the same thing on 9.1.x. It was driving
him crazy. Although he was likely using IE since that was the standard
there.

Jason

On Tue, Nov 14, 2017 at 3:27 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> **
>
> We are on MT version 9.1.02.002 against an 8.1.2 server.
>
> We can see the workflow fire in the log window, but the action doesn’t
> seem to happen.  In testing with IE and Firefox both seem to be working
> correctly.
>
>
>
> Fred
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
> *Sent:* Tuesday, November 14, 2017 2:31 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: New Chrome versions
>
>
>
> **
>
> What version of AR/MT?
>
>
>
> We are seeing a strange issue in ITSM Incident on MT 9.1.03.001 where
> looking up the Customer doesn't seem to fire all of the AL workflow. The
> workflow sets the field to the CTM:People record ID when choosing a name
> and the other AL workflow fires and eventually replaces that with the name
> of the person. What we sporadically see is the record ID doesn't get
> replaced (like the rest of the workflow isn't firing).
>
>
>
> So far we have only seen it in Chrome; which is our primary browser so it
> probably hasn't been tested or experienced in any other. It happens
> inconsistently so it has been hard to track down what is really happening
> (or not happening). At this point we are likely just going to wait for SP 4.
>
>
>
> Jason
>
>
>
> On Tue, Nov 14, 2017 at 1:12 PM, Grooms, Frederick W  wrote:
>
>  Has anyone seen issues in the new Chrome version where workflow fires to
> make a field Visible (or Hidden) and the screen doesn't change?
>
> Fred
>
>
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: New Chrome versions

[Jason Miller]

What version of AR/MT?

We are seeing a strange issue in ITSM Incident on MT 9.1.03.001 where
looking up the Customer doesn't seem to fire all of the AL workflow. The
workflow sets the field to the CTM:People record ID when choosing a name
and the other AL workflow fires and eventually replaces that with the name
of the person. What we sporadically see is the record ID doesn't get
replaced (like the rest of the workflow isn't firing).

So far we have only seen it in Chrome; which is our primary browser so it
probably hasn't been tested or experienced in any other. It happens
inconsistently so it has been hard to track down what is really happening
(or not happening). At this point we are likely just going to wait for SP 4.

Jason

On Tue, Nov 14, 2017 at 1:12 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

>  Has anyone seen issues in the new Chrome version where workflow fires to
> make a field Visible (or Hidden) and the screen doesn't change?
>
> Fred
>
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

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ADM: People being unsubscribed from the ARSlist

[Jason Miller]

Hello everybody,

Hopefully you are receiving this email. I want to give a heads up that the
ARSlist system automatically unsubscribed a bunch of people in the last few
days. Misi and I are working on figuring out why and what can be done to
prevent it.

So far it appears to be mostly Gmail and AOL accounts. The best we can tell
at the moment is something has changed on those systems that is now failing
an authentication check (anti-spam stuff); which the list is taking action
on the failure and unsubscribing those addresses.

We'll keep looking into. At the moment my best advice is to resubscribe if
you were removed.

Jason

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ADM:Timing test

[Jason Miller]

Just a quick health check before the weekend.

Jason

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ADM: ARSlist Future 2017 update

[Jason Miller]

Just wanted to send a quick update. We made arrangements to keep the
ARSlist up as-is past the original license that is expiring very soon.

Enjoy the T3SMAC conference next week (for those of you going). We'll have
the system up and running for anybody that might want to post updates for
those of us that cannot attend :)

Jason

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Re: $OPERATION$ keyword w/Modify All

[Jason Miller]

Is the button really being set to Submit Ticket on Modify All because the
$OPERATION$ is inaccurately resolving to CREATE or just because that is the
default text of the button?

Did you try using "SET ALL" for the $OPERATION$ comparison?

https://docs.bmc.com/docs/ars91/keywords-609072326.html#Keywords-Keywords

Jason



On Fri, Oct 13, 2017 at 4:39 PM, Fawver, Dustin 
wrote:

> **
>
> Greetings!
>
>
>
> I have a form in ARS 9.1.02 where I’ve created a button to commit changes
> when either creating or modifying a request.  I use the $OPERATION$ keyword
> to determine what mode I’m in.  I change the label on the button to read
> “Submit Ticket” for new requests, and to “Update Ticket” when modifying a
> request.  When I select multiple requests at once and choose “Modify All”,
> it appears that the value for $OPERATION$ is being set to “Create”, so the
> button reads “Submit Ticket”.  While the operation still works as expected
> when clicking the button, I’d like to make the button label read “Update
> All” in those cases.
>
> Thanks!
>
> Dustin Fawver
>
> Sr. Help Desk Technician
>
> Information Technology Services
>
>
>
> P: 423-439-4648 <(423)%20439-4648>
>
> itsh...@etsu.edu
>
> [image: itslogo] <http://www.etsu.edu/helpdesk>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: [EXTERNAL] Re: [EXTERNAL] Re: CMDB/Asset Management Training

[Jason Miller]

You are not the only person that is disappointed in the change of
direction. BMC has reassured on the BMC Communities, even after the
Innovation Suite split, that they are committed to continuing to move AR
System forward as a (development) platform. Hopefully they have some big
surprises for us because I am not seeing it. Much of the last few years has
been "use Smart IT if you want modern interface" and "we are not going to
implement Dev Studio enhancements because that is not where our focus is"
(some of that may have been inferred based on actions, lack of action and
tone of interactions with customers). Maybe somebody that is going to T3
will report back some wonderful news?

Jason

On Thu, Oct 5, 2017 at 6:51 PM, Fawver, Dustin  wrote:

> **
>
> Ok.  So no “mobile-friendly” version of ARS then?  I was so looking
> forward to converting my forms to where they were actually usable on phones
> and tablets.
>
>
>
> Dustin Fawver
>
> Sr. Help Desk Technician
>
> Information Technology Services
>
>
>
> P: 423-439-4648 <(423)%20439-4648>
>
> itsh...@etsu.edu
>
> [image: itslogo] <http://www.etsu.edu/helpdesk>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
> *Sent:* Thursday, October 05, 2017 7:46 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [EXTERNAL] Re: [EXTERNAL] Re: CMDB/Asset Management Training
>
>
>
> **
>
> A note on version 9.5...  I don't have insider info or anything but I
> doubt we will ever see 9.5 (unless that number gets reused). 9.5 was going
> to be AR System with Innovation Suite. After the 9.5 beta a year ago it was
> decided that Innovation Suite would be its own product and not available to
> run on a "traditional" Remedy system.
>
>
>
> Jason
>
>
>
> On Thu, Oct 5, 2017 at 6:26 PM, Fawver, Dustin 
> wrote:
>
> **
>
> Rick,
>
>
>
> Can you elaborate a little bit on the “system data” bit regarding the
> CMDB?  I’m currently running on just ARS.  I hear that ARS 9.5 is supposed
> to come with CMDB.  I’m not quite sure what I’m going to be able to do with
> it.
>
> Thanks!
>
> Dustin Fawver
>
> Sr. Help Desk Technician
>
> Information Technology Services
>
>
>
> P: 423-439-4648 <(423)%20439-4648>
>
> itsh...@etsu.edu
>
> [image: itslogo] <http://www.etsu.edu/helpdesk>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
> *Sent:* Thursday, October 05, 2017 7:21 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [EXTERNAL] Re: CMDB/Asset Management Training
>
>
>
> **
>
> Having worked with the CMDB for some years, I can tell you that the
> biggest obstacles to a successful rollout are having access to system data
> and the quality of that data.  That's where 80% of the work will be.
>
> Rick Cook
>
>
>
> On Oct 5, 2017 16:07, "Jason Miller"  wrote:
>
> **
>
> I think there are two things to look at here. There is the the tool and
> how to use it, but using an AM system is such an uphill battle if you don't
> have process and dedicated staff to make AM work. If your organization
> doesn't have solid AM practices/policy/procedures, that is probably the
> best place to focus before training on the tool
>
>
>
> I have seen a number of places that seem to think a AM/CMDB system brings
> some kind of magic that alleviates all the hard work. I have seen these
> places fail time and time again.
>
>
>
> Jason
>
>
>
> On Thu, Oct 5, 2017 at 9:31 AM, Levi Lippincott 
> wrote:
>
> **
>
> Hello All,
>
>
>
> I'm working at a company that is looking to build out and enhance our
> Asset Management and CMDB utilization, potentially adding discovery later.
>
>
>
> They are setting aside a training budget and want to train our in house
> staff properly.
>
>
>
> What would you all recommend as the best training courses that include
> real world application, certifications, etc. that would effectively use
> those dollars most effectively?
>
>
>
> Thanks,
>
>
>
> Levi
>
> _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_
>
> _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: [EXTERNAL] Re: CMDB/Asset Management Training

[Jason Miller]

A note on version 9.5...  I don't have insider info or anything but I doubt
we will ever see 9.5 (unless that number gets reused). 9.5 was going to be
AR System with Innovation Suite. After the 9.5 beta a year ago it was
decided that Innovation Suite would be its own product and not available to
run on a "traditional" Remedy system.

Jason

On Thu, Oct 5, 2017 at 6:26 PM, Fawver, Dustin  wrote:

> **
>
> Rick,
>
>
>
> Can you elaborate a little bit on the “system data” bit regarding the
> CMDB?  I’m currently running on just ARS.  I hear that ARS 9.5 is supposed
> to come with CMDB.  I’m not quite sure what I’m going to be able to do with
> it.
>
> Thanks!
>
> Dustin Fawver
>
> Sr. Help Desk Technician
>
> Information Technology Services
>
>
>
> P: 423-439-4648 <(423)%20439-4648>
>
> itsh...@etsu.edu
>
> [image: itslogo] <http://www.etsu.edu/helpdesk>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
> *Sent:* Thursday, October 05, 2017 7:21 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [EXTERNAL] Re: CMDB/Asset Management Training
>
>
>
> **
>
> Having worked with the CMDB for some years, I can tell you that the
> biggest obstacles to a successful rollout are having access to system data
> and the quality of that data.  That's where 80% of the work will be.
>
> Rick Cook
>
>
>
> On Oct 5, 2017 16:07, "Jason Miller"  wrote:
>
> **
>
> I think there are two things to look at here. There is the the tool and
> how to use it, but using an AM system is such an uphill battle if you don't
> have process and dedicated staff to make AM work. If your organization
> doesn't have solid AM practices/policy/procedures, that is probably the
> best place to focus before training on the tool
>
>
>
> I have seen a number of places that seem to think a AM/CMDB system brings
> some kind of magic that alleviates all the hard work. I have seen these
> places fail time and time again.
>
>
>
> Jason
>
>
>
> On Thu, Oct 5, 2017 at 9:31 AM, Levi Lippincott 
> wrote:
>
> **
>
> Hello All,
>
>
>
> I'm working at a company that is looking to build out and enhance our
> Asset Management and CMDB utilization, potentially adding discovery later.
>
>
>
> They are setting aside a training budget and want to train our in house
> staff properly.
>
>
>
> What would you all recommend as the best training courses that include
> real world application, certifications, etc. that would effectively use
> those dollars most effectively?
>
>
>
> Thanks,
>
>
>
> Levi
>
> _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_
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: CMDB/Asset Management Training

[Jason Miller]

I think there are two things to look at here. There is the the tool and how
to use it, but using an AM system is such an uphill battle if you don't
have process and dedicated staff to make AM work. If your organization
doesn't have solid AM practices/policy/procedures, that is probably the
best place to focus before training on the tool

I have seen a number of places that seem to think a AM/CMDB system brings
some kind of magic that alleviates all the hard work. I have seen these
places fail time and time again.

Jason

On Thu, Oct 5, 2017 at 9:31 AM, Levi Lippincott 
wrote:

> **
> Hello All,
>
> I'm working at a company that is looking to build out and enhance our
> Asset Management and CMDB utilization, potentially adding discovery later.
>
> They are setting aside a training budget and want to train our in house
> staff properly.
>
> What would you all recommend as the best training courses that include
> real world application, certifications, etc. that would effectively use
> those dollars most effectively?
>
> Thanks,
>
> Levi
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: [EXTERNAL] Re: [EXTERNAL] ADM: ARSlist Future 2017

[Jason Miller]

Thank you Dustin! We appreciate both offers.

I have been thinking about this the last few days and we have had some
chats. At the moment we are leaning more towards moving ARSlist to an open
source platform. More to come...

Jason

On Fri, Sep 29, 2017 at 5:18 PM, Fawver, Dustin 
wrote:

> **
>
> Ok.  I could possibly contribute 10% of that.  The only other thing that I
> could possibly offer is that we run LISTSERV here as well.  I have the
> privilege of requesting a listserv.  The big hang-up would be how to have “@
> arslist.org” to translate to here at ETSU and that it work both in that
> manner and for the server here.
>
>
>
> Dustin Fawver
>
> Sr. Help Desk Technician
>
> Information Technology Services
>
>
>
> P: 423-439-4648 <(423)%20439-4648>
>
> itsh...@etsu.edu
>
> [image: itslogo] <http://www.etsu.edu/helpdesk>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
> *Sent:* Friday, September 29, 2017 6:08 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [EXTERNAL] Re: [EXTERNAL] ADM: ARSlist Future 2017
>
>
>
>  This email does NOT originate from an ETSU person or service. 
>
> **
>
> The renewal last year was just under $1000 USD.
>
>
>
> Jason
>
>
>
> On Wed, Sep 27, 2017 at 4:54 AM, Fawver, Dustin 
> wrote:
>
> **
>
> I remember that there was some back-channel discussion in the past that
> resulted in the setup that is currently running.  Would you be willing to
> divulge what it would take for option 3?
>
>
>
> Thanks!
>
> Dustin Fawver
> Sr. Help Desk Technician
> Information Technology Services
>
> P: 423-439-4648 <(423)%20439-4648>
> itsh...@etsu.edu
>
> [image: 1489002992830_itslogo.png]
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) <
> arslist@ARSLIST.ORG> on behalf of Jason Miller 
> *Sent:* Wednesday, September 27, 2017 1:46 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [EXTERNAL] ADM: ARSlist Future 2017
>
>
>
> **
>
> Hello everybody,
>
>
>
> It is time again to make some decisions regarding the future of the
> ARSlist. Our LISTSERV (the software ARSlist runs on) license expires in a
> little over 30 days. Dan, Misi and myself have been discussing where to go
> from here. We agree with the current (low) volume of posts that (Dan)
> continuing to pay for the ARSlist platform does not make much sense.
> Clearly the ARSlist is not providing the value it one was (when it was the
> only place to discuss Remedy topics).
>
>
>
> The options for the future at this time appear to be:
>
>- Move the ARSlist to a free mailing list platform. *
>- Say goodbye to the ARSlist and shut it down all together.
>- Money will come from somewhere to pay the license fee and the
>ARSlist lives on for at least another year.
>
> There is a contingency with the first option. Assuming the platform the
> List moves to is not a hosted system in the cloud, Misi, who has
> been graciously hosting ARSlist LISTSERV on his server for the last year,
> will not be able to make a software switch until after the T3SMAC
> conference <http://tooltechtrain.com/> in November. If we give Misi a few
> days to hangout in Vegas after the conference, get home, and setup a new
> mail list system, we are looking at possibly a few week outage of the
> ARSlist while things transition. If we find a platform that is hosted and
> doesn't require shell access to Misi's server then I can work on the
> transition before the conference.
>
>
>
> If anybody see additional options please let me know. Also I am open to
> honest feedback. At heart I know none of us want to see the ARSlist go, it
> has been here for us for many years. Shutting it down is not something to
> be taken lightly. However being practical, do we reject the idea of
> shutting down the List based on our feelings and not so much the value it
> is providing in 2017? Since this post is really a continuation of a
> conversation that started over a year ago, I wonder if maybe the time has
> actually come to retire the ARSlist?
>
>
>
> Thank you,
>
> Jason
>
>
>
>
>
> _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_
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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

Re: [EXTERNAL] ADM: ARSlist Future 2017

[Jason Miller]

The renewal last year was just under $1000 USD.

Jason

On Wed, Sep 27, 2017 at 4:54 AM, Fawver, Dustin 
wrote:

> **
>
> I remember that there was some back-channel discussion in the past that
> resulted in the setup that is currently running.  Would you be willing to
> divulge what it would take for option 3?
>
>
> Thanks!
>
> Dustin Fawver
> Sr. Help Desk Technician
> Information Technology Services
>
> P: 423-439-4648 <(423)%20439-4648>
> itsh...@etsu.edu
> [image: 1489002992830_itslogo.png]
>
>
>
> --
> *From:* Action Request System discussion list(ARSList) <
> arslist@ARSLIST.ORG> on behalf of Jason Miller 
> *Sent:* Wednesday, September 27, 2017 1:46 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [EXTERNAL] ADM: ARSlist Future 2017
>
>
> **
> Hello everybody,
>
> It is time again to make some decisions regarding the future of the
> ARSlist. Our LISTSERV (the software ARSlist runs on) license expires in a
> little over 30 days. Dan, Misi and myself have been discussing where to go
> from here. We agree with the current (low) volume of posts that (Dan)
> continuing to pay for the ARSlist platform does not make much sense.
> Clearly the ARSlist is not providing the value it one was (when it was the
> only place to discuss Remedy topics).
>
> The options for the future at this time appear to be:
>
>- Move the ARSlist to a free mailing list platform. *
>- Say goodbye to the ARSlist and shut it down all together.
>- Money will come from somewhere to pay the license fee and the
>ARSlist lives on for at least another year.
>
> There is a contingency with the first option. Assuming the platform the
> List moves to is not a hosted system in the cloud, Misi, who has
> been graciously hosting ARSlist LISTSERV on his server for the last year,
> will not be able to make a software switch until after the T3SMAC
> conference <http://tooltechtrain.com/> in November. If we give Misi a few
> days to hangout in Vegas after the conference, get home, and setup a new
> mail list system, we are looking at possibly a few week outage of the
> ARSlist while things transition. If we find a platform that is hosted and
> doesn't require shell access to Misi's server then I can work on the
> transition before the conference.
>
> If anybody see additional options please let me know. Also I am open to
> honest feedback. At heart I know none of us want to see the ARSlist go, it
> has been here for us for many years. Shutting it down is not something to
> be taken lightly. However being practical, do we reject the idea of
> shutting down the List based on our feelings and not so much the value it
> is providing in 2017? Since this post is really a continuation of a
> conversation that started over a year ago, I wonder if maybe the time has
> actually come to retire the ARSlist?
>
> Thank you,
> Jason
>
>
> _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: Error 106 - No entry for statistical operation

[Jason Bess]

Hi Kaur,
 Did you ever find out what this was? We're seeing the same thing. The 
error generates, but no errors in the logs.



Thanks
Jason

On Friday, June 16, 2017 at 3:49:45 PM UTC-5, Kaur wrote:

> Hello All, 
>
> We're getting ARERR 106 - No entry is specified for this statistical 
> operation. 
> It started few days ago and nothing has changed on server/remedy side in 
> last few weeks. 
> Flushing mid -tier cache didn't solve the problem. 
> Active link logs shows an error in Push Fields where it tries to set an 
> integer value to a field (Mostly 0). 
>
> Have anyone experienced this problem before? 
>
> Thanks! 
> Kaur 
>   
>
> ___
>  
>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> "Where the Answers Are, and have been for 20 years" 
>

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Re: arinside download link

[Jason Miller]

I added arinside.org with the IP address as an entry in my hosts files. Now
all the links work just like they use to. I was browsing and got tired of
replace the domain name with the IP as I clicked links :)

Jason

On Wed, Sep 20, 2017 at 8:30 AM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> **
>
> Just change out the domain for the IP (same way you reached the main page)
>
>http://173.249.157.224/downloads/46
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Maheshwari Lakshmanan
> *Sent:* Wednesday, September 20, 2017 2:04 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* arinside download link
>
>
>
> **
>
> Hi listers,
>
>
>
> arinside.org appears to be not reachable so I used the link in the
> communities and reached http://173.249.157.224/.
>
> However, the download link is not working - http://arinside.org/
> downloads/46
>
> Does anyone know of an alternative? My desktop OS got restaged so I have
> to set this up soon(hate it when devstudio hangs loading rships!!!).
>
>
>
> Regards,
>
> Maheshwari L
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: ADM: ARSlist Future 2017

[Jason Miller]

That is an interesting option. A few years ago when we had a WWRUG Remedy
server we kicked around the idea of replacing LISTSERV with a Remedy app. I
had a few thoughts regarding UI and structure (I think I even may have
started a mock up). We already had profile form that automated User record
management and self-service registration/password reset.

We put the breaks on that thought when we started to discuss the LOE to
build the app vs. how little ARSlist was being used. Personally I was a
little burnt out from building, supporting. maintaining the WWRUG
conference app (especially during conference week [for example I got what I
needed to install and start to integrate MyIT with our custom app the day I
arrived in Vegas lol!]). Throw in a few personal events and I was not going
to be building the ARSlist app anytime soon.

It would certainly be very cool to have the ARSlist run on Remedy. I think
we still have a licensing challenge even with that approach (we all know
Remedy is not free).

Jason

On Wed, Sep 27, 2017 at 11:16 AM, Joel D Sender 
wrote:

> **
>
> Misi, Jason and Daniel,
>
> Thank you for maintaining the ARSlist!
>
>
>
> I don’t know if this will help, but I once wrote an ARS replacement for
> the ARSlist.
>
> It’s was built on ARS 5 or 6, so I’ll volunteer to do the upgrade/rewrite.
>
>
>
> If you have a ‘spare’ AR Server, this could be a ‘no additional cost’
> solution.
>
> Note that all subscribers will have Public (no-cost) licenses – but the
> Submitter field will need to be locked.
>
> Of course, this would have all the Use Cases covered.
>
>
>
> I must admit that I dislike “… the idea of shutting down the List based on
> … feelings”
>
> AND the difficulty I have with the BMC Communities interface.
>
>
>
> Just another option to consider,
>
> *Joel*
>
> Joel Sender  *   jdsen...@earthlink.net
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Misi Mladoniczky
> *Sent:* Wednesday, September 27, 2017 3:55 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ADM: ARSlist Future 2017
>
>
>
> **
>
> Hi,
>
> To me it also seems like the activity has gone down a lot on the list.
>
> Transferring to, GNU Mailman should not be that tough I think. And in
> addition to that we need to put some archive search capabilities in place
> (swish-e?). So all in all there will be some hours needed to get this going.
>
> I am happy to continue hosting the ARSList on my server, but I think we
> need to go to an open source solution.
>
> 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
>
> September 27, 2017 7:47 AM, "Jason Miller"  <%22jason%20miller%22%20%3cjason.mil...@gmail.com%3e>> wrote:
>
> **
>
> Hello everybody,
>
> It is time again to make some decisions regarding the future of the
> ARSlist. Our LISTSERV (the software ARSlist runs on) license expires in a
> little over 30 days. Dan, Misi and myself have been discussing where to go
> from here. We agree with the current (low) volume of posts that (Dan)
> continuing to pay for the ARSlist platform does not make much sense.
> Clearly the ARSlist is not providing the value it one was (when it was the
> only place to discuss Remedy topics).
>
> The options for the future at this time appear to be:
>
>- Move the ARSlist to a free mailing list platform. *
>- Say goodbye to the ARSlist and shut it down all together.
>- Money will come from somewhere to pay the license fee and the
>ARSlist lives on for at least another year.
>
> There is a contingency with the first option. Assuming the platform the
> List moves to is not a hosted system in the cloud, Misi, who has been
> graciously hosting ARSlist LISTSERV on his server for the last year, will
> not be able to make a software switch until after the T3SMAC conference
> <http://tooltechtrain.com/> in November. If we give Misi a few days to
> hangout in Vegas after the conference, get home, and setup a new mail list
> system, we are looking at possibly a few week outage of the ARSlist while
> things transition. If we find a platform that is hosted and doesn't require
> shell access to Misi's server then I can work on the transition before the
> conference.
>
> If anybody see additional options please let me know. Also I am open to
> honest feedback. At heart I know none of us want to see the 

Re: ADM: ARSlist Future 2017

[Jason Miller]

I agree changing to an open source (aka free) solution makes more sense
over keeping it on LISTSERV. Even if we have a successful crowdfunding
campaign, we'll be having this conversation again next year around this
time.

Jason

On Wed, Sep 27, 2017 at 5:55 AM, Misi Mladoniczky  wrote:

> **
>
> Hi,
>
> To me it also seems like the activity has gone down a lot on the list.
>
> Transferring to, GNU Mailman should not be that tough I think. And in
> addition to that we need to put some archive search capabilities in place
> (swish-e?). So all in all there will be some hours needed to get this going.
>
> I am happy to continue hosting the ARSList on my server, but I think we
> need to go to an open source solution.
>
> 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
>
> September 27, 2017 7:47 AM, "Jason Miller"  <%22jason%20miller%22%20%3cjason.mil...@gmail.com%3E>> wrote:
>
> **
> Hello everybody,
> It is time again to make some decisions regarding the future of the
> ARSlist. Our LISTSERV (the software ARSlist runs on) license expires in a
> little over 30 days. Dan, Misi and myself have been discussing where to go
> from here. We agree with the current (low) volume of posts that (Dan)
> continuing to pay for the ARSlist platform does not make much sense.
> Clearly the ARSlist is not providing the value it one was (when it was the
> only place to discuss Remedy topics).
> The options for the future at this time appear to be:
>
>- Move the ARSlist to a free mailing list platform. *
>- Say goodbye to the ARSlist and shut it down all together.
>- Money will come from somewhere to pay the license fee and the
>ARSlist lives on for at least another year.
>
> There is a contingency with the first option. Assuming the platform the
> List moves to is not a hosted system in the cloud, Misi, who has been
> graciously hosting ARSlist LISTSERV on his server for the last year, will
> not be able to make a software switch until after the T3SMAC conference
> <http://tooltechtrain.com/> in November. If we give Misi a few days to
> hangout in Vegas after the conference, get home, and setup a new mail list
> system, we are looking at possibly a few week outage of the ARSlist while
> things transition. If we find a platform that is hosted and doesn't require
> shell access to Misi's server then I can work on the transition before the
> conference.
> If anybody see additional options please let me know. Also I am open to
> honest feedback. At heart I know none of us want to see the ARSlist go, it
> has been here for us for many years. Shutting it down is not something to
> be taken lightly. However being practical, do we reject the idea of
> shutting down the List based on our feelings and not so much the value it
> is providing in 2017? Since this post is really a continuation of a
> conversation that started over a year ago, I wonder if maybe the time has
> actually come to retire the ARSlist?
> Thank you,
> Jason
> _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: [EXTERNAL] ADM: ARSlist Future 2017

[Jason Miller]

I am working on confirming the renewal price.

Another thought is to setup a GoFundMe (or one of the crowdfunding payment
options) to let the ARSlist community vote with their dollars and see if
the List lives on (at least in its traditional format/technology).

Jason

On Wed, Sep 27, 2017 at 4:54 AM, Fawver, Dustin 
wrote:

> **
>
> I remember that there was some back-channel discussion in the past that
> resulted in the setup that is currently running.  Would you be willing to
> divulge what it would take for option 3?
>
>
> Thanks!
>
> Dustin Fawver
> Sr. Help Desk Technician
> Information Technology Services
>
> P: 423-439-4648 <(423)%20439-4648>
> itsh...@etsu.edu
> [image: 1489002992830_itslogo.png]
>
>
>
> --
> *From:* Action Request System discussion list(ARSList) <
> arslist@ARSLIST.ORG> on behalf of Jason Miller 
> *Sent:* Wednesday, September 27, 2017 1:46 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [EXTERNAL] ADM: ARSlist Future 2017
>
>
> **
> Hello everybody,
>
> It is time again to make some decisions regarding the future of the
> ARSlist. Our LISTSERV (the software ARSlist runs on) license expires in a
> little over 30 days. Dan, Misi and myself have been discussing where to go
> from here. We agree with the current (low) volume of posts that (Dan)
> continuing to pay for the ARSlist platform does not make much sense.
> Clearly the ARSlist is not providing the value it one was (when it was the
> only place to discuss Remedy topics).
>
> The options for the future at this time appear to be:
>
>- Move the ARSlist to a free mailing list platform. *
>- Say goodbye to the ARSlist and shut it down all together.
>- Money will come from somewhere to pay the license fee and the
>ARSlist lives on for at least another year.
>
> There is a contingency with the first option. Assuming the platform the
> List moves to is not a hosted system in the cloud, Misi, who has
> been graciously hosting ARSlist LISTSERV on his server for the last year,
> will not be able to make a software switch until after the T3SMAC
> conference <http://tooltechtrain.com/> in November. If we give Misi a few
> days to hangout in Vegas after the conference, get home, and setup a new
> mail list system, we are looking at possibly a few week outage of the
> ARSlist while things transition. If we find a platform that is hosted and
> doesn't require shell access to Misi's server then I can work on the
> transition before the conference.
>
> If anybody see additional options please let me know. Also I am open to
> honest feedback. At heart I know none of us want to see the ARSlist go, it
> has been here for us for many years. Shutting it down is not something to
> be taken lightly. However being practical, do we reject the idea of
> shutting down the List based on our feelings and not so much the value it
> is providing in 2017? Since this post is really a continuation of a
> conversation that started over a year ago, I wonder if maybe the time has
> actually come to retire the ARSlist?
>
> Thank you,
> Jason
>
>
> _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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ADM: ARSlist Future 2017

[Jason Miller]

Hello everybody,

It is time again to make some decisions regarding the future of the
ARSlist. Our LISTSERV (the software ARSlist runs on) license expires in a
little over 30 days. Dan, Misi and myself have been discussing where to go
from here. We agree with the current (low) volume of posts that (Dan)
continuing to pay for the ARSlist platform does not make much sense.
Clearly the ARSlist is not providing the value it one was (when it was the
only place to discuss Remedy topics).

The options for the future at this time appear to be:

   - Move the ARSlist to a free mailing list platform. *
   - Say goodbye to the ARSlist and shut it down all together.
   - Money will come from somewhere to pay the license fee and the ARSlist
   lives on for at least another year.

There is a contingency with the first option. Assuming the platform the
List moves to is not a hosted system in the cloud, Misi, who has
been graciously hosting ARSlist LISTSERV on his server for the last year,
will not be able to make a software switch until after the T3SMAC conference
<http://tooltechtrain.com/> in November. If we give Misi a few days to
hangout in Vegas after the conference, get home, and setup a new mail list
system, we are looking at possibly a few week outage of the ARSlist while
things transition. If we find a platform that is hosted and doesn't require
shell access to Misi's server then I can work on the transition before the
conference.

If anybody see additional options please let me know. Also I am open to
honest feedback. At heart I know none of us want to see the ARSlist go, it
has been here for us for many years. Shutting it down is not something to
be taken lightly. However being practical, do we reject the idea of
shutting down the List based on our feelings and not so much the value it
is providing in 2017? Since this post is really a continuation of a
conversation that started over a year ago, I wonder if maybe the time has
actually come to retire the ARSlist?

Thank you,
Jason

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Re: Can we call shell script on remote server via AL run process command?

[Jason Miller]

Does your AR System service run as a different user then you have tested
plink as?

Often the first time you connect to a UNIX host via plink, putty, etc, you
need to accept the remote host's keys. If you did that as yourself logged
into Windows and the server runs as a different account then it also needs
to be done under that account.

There is some info on it here:
https://forums.ni.com/t5/LabVIEW/How-to-automatically-accept-ssh-host-key/td-p/1223974

Jason

On Wed, Sep 13, 2017 at 11:06 AM, Abhi$hek  wrote:

> **
> If trying via plink on CMD line it's working fine but not working via AL
> or filter. Please suggest.
>
> On 13-Sep-2017 5:56 PM, "Grooms, Frederick W" 
> wrote:
>
>> What happens if you run the plink command in a CMD window on the server?
>>
>> Fred
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Abhishek Anand
>> Sent: Wednesday, September 13, 2017 3:03 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Can we call shell script on remote server via AL run process
>> command?
>>
>> Hi Experts,
>>
>> Please could you assist in below scenario:-
>>
>>
>> Requirement is  stated as below:-
>>
>> 1. On the change in Status of a field to CLOSE in one of the form , it
>> should trigger a script residing in a remote unix box.
>>
>>
>> I am using below logic:-
>>
>> Created an AL with Run process Command Line as shown below:-
>> @@: c:/test.bat _"$Request ID$"
>>
>> Also test.bat consist of the below lines:-
>>
>> D:\putty\plink.exe  /usr/opt/xxx/Runtime/test.sh
>> CLOSE "%1"
>>
>> Remote server script path - /usr/opt/xxx/Runtime/test.sh
>>
>> The unix box as well as script is accessible via putty on the windows box
>> where remedy is installed.
>>
>> But its not working.
>>
>>
>> Early response will be highly appreciated.
>>
>> Regards,
>> AA
>>
>> 
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Has anyone mapped an operating company to Public?

[Jason Bess]

Hi all, I'm working in a multi-tenant environment and have a need to create 
some CI's that should be visible to all companies. So I created an 
Enterprise operating company and changed the CTM:SYS-Access Permission Grps 
record to map the Enterprise company to Public (0). So far testing is 
working well. Just wanted to throw this out there to see if anyone else has 
tried this and find out if you ran into any issues.




Thank you
Jason L Bess, MCSE/RSP/ITILv3
IT Service Management Consultant
Mobile 1-615-509-8493

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Re: [Non-DoD Source] Mid tier object list

[Jason Miller]

Create an Active Link that performs an Open Windows action that opens the
form. Then put that AL inside an AL Guide that is setup as an Entry Point.

See:
https://docs.bmc.com/docs/display/public/ars9000/Creating+entry+point+guides

Jason

On Thu, Sep 7, 2017 at 9:11 AM, Su Kaur  wrote:

> Yes, It can be accessed directly.
> How can I add it to quick links/entry point ?
>
> Thanks!
> Kaur
>
> > On Sep 7, 2017, at 10:02 AM, Nicosia, Ryan J CTR USSOCOM SOCOM J631 <
> ryan.nicosia@socom.mil> wrote:
> >
> > We don't have it in our Quick links but I thought that was expected.
>  Can you access via /arsys/forms
> >
> >
> > v/r,
> > Ryan Nicosia
> > Lead IT Technical Support Services Manager
> > J631 - ITSM, Jacobs
> > 813.826.1615  (work)
> > 813.857.6074  (cell)
> >
> >
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Kaur
> > Sent: Thursday, September 7, 2017 9:16 AM
> > To: arslist@ARSLIST.ORG
> > Subject: [Non-DoD Source] Mid tier object list
> >
> > Hi,
> >
> > We are having issues with mid tier object list.
> > Even though 'Enable Object List' is enabled on mid tier config, 'AR
> System Mid Tier Object List'  link is not available on quick links panel on
> mid tier.
> > Confirmed the form exists in remedy.
> > We are on version 9.0.01
> >
> > Please help!
> >
> > Thanks!
> > Kaur
> >
> > 
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> > 
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Re: Integrate with third party application without consuming their webservice

[Jason Miller]

Have you thought about the APL Restful Plugin?  It works with 7.6.04 and
will allow you to make REST calls to the SL application.

http://remedylegacy.com/tools/restful-api-plugin

Jason

On Thu, Sep 7, 2017 at 5:18 PM, Nagidi Pavan  wrote:

> **
> Hello Guys,
>
> I am working on POC. We got the below requirement and I am not sure how to
> proceed further.
>
> We are integrating Remedy with SL application. When ever an alert is
> generated in SL we are creating incident in Remedy using webservice. Now
> when ever the corresponding incident is "Resolved" that should clear the
> respective alert in SL. SL is providing REST API to clear their alert. I am
> using ARS 7.6.04, hence I cannot make REST call to that system.
>
> We can consume a webservice and perform necessary action but that is not
> possible as SL doesn't have webservice concept as they are depending only
> on REST API.
>
> Could someone please guide me how I could proceed further.
>
> NOTE: We have python code running in between SL and Remedy for ticket
> creation.
>
> Thanks
> Pavan
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Removing Calendar from Quick Links

[Jason Miller]

Hi Todd,

Did you look at AL Guide NGC:CAL:AppListEntryPoint ?  To test I updated the
Label in Dev Studio and the label in the Quick Links reflected the change.

Jason

On Mon, Aug 14, 2017 at 11:21 AM, Arner, Todd  wrote:

> **
>
> Hello Everyone,
>
> We are in the process of upgrading our server to version 9.1.3 and after
> performing the upgrade, we now see a new menu option on the Applications
> List under Quick Links for Calendar.  We will not be using this and want to
> remove it from the menu to lessen confusion.  My issue is that I cannot
> determine how to remove the menu item.  I don’t see any entry points on a
> form or Active Link Guide with an entry point that puts it out there.  I
> did remove all the permissions form the Remedy Calendar application hoping
> that would remove it but it still displays for all users.  Does anyone know
> how to remove the menu item?
>
>
>
> Thanks,
>
> Todd Arner
>
>
> --
> The information contained in this communication may be confidential, is
> intended only for the use of the recipient(s) named above, and may be
> protected under state or federal law. If the reader of this message is not
> the intended recipient, you are hereby notified that any dissemination,
> distribution, or copying of this communication, or any of its contents, is
> strictly prohibited. If you have received this communication in error,
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Re: ARS Wikipedia page

[Jason Miller]

Not being an active party in the change but aware of it, I checked the
article in question just this morning to see if those edits were still
there (they had been last year). It was finally fixed in March of this year.

On Mon, Aug 14, 2017 at 11:55 AM, Dave Shellman 
wrote:

> **
> I seem to remember a couple of guys making a few edits on Wikipedia late
> one night at WWRUG in San Jose after consumption of beverages.
>
> Someone needed screen captures for a presentation the next day.
>
> Dave
>
> On Mon, Aug 14, 2017 at 12:30 PM Jason Miller 
> wrote:
>
>> **
>> I noticed the edit said they were done by a profile that indicated it was
>> a BMC employee but I figured that was fake info. WOW! Let's see where the
>> wild ride takes us now...
>>
>> Of course we will probably be left to speculate and come up with our own
>> theories for the foreseeable future; which is always fun.
>>
>> On Mon, Aug 14, 2017 at 11:19 AM, LJ LongWing 
>> wrote:
>>
>>> **
>>> InterestingI just contacted someone internal to BMC and he is the
>>> person that made the edits, per instructions of someone at
>>> BMCapparently part of a 'revamp' effortI guess we'll need to see
>>> what ends up coming out of it.
>>>
>>> On Mon, Aug 14, 2017 at 10:10 AM, Warren R. Baltimore II <
>>> warrenbaltim...@gmail.com> wrote:
>>>
>>>> **
>>>> It's a BMC employee making the edits
>>>>
>>>> On Mon, Aug 14, 2017 at 12:03 PM, LJ LongWing 
>>>> wrote:
>>>>
>>>>> **
>>>>> Don't you just love wiki's...able to be edited by anyone...
>>>>>
>>>>> On Mon, Aug 14, 2017 at 9:15 AM, Jason Miller 
>>>>> wrote:
>>>>>
>>>>>> **
>>>>>> Either Wikipedia knows something we don't, that AR System is no
>>>>>> longer being sold, or this is a reflection of BMC's "Remedy is only a 
>>>>>> means
>>>>>> to ITSM" approach for many years. I guess there is one other option, the
>>>>>> ARS article was submitted for deletion by a SNOW employee.
>>>>>>
>>>>>> https://en.wikipedia.org/wiki/BMC_Remedy_Action_Request_System
>>>>>>
>>>>>>
>>>>>> ​
>>>>>>
>>>>>>
>>>>>>
>>>>>> Jason
>>>>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>>>
>>>>>
>>>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>>>
>>>>
>>>>
>>>>
>>>> --
>>>> Warren R. Baltimore II
>>>> Remedy Developer
>>>> 410-533-5367 <(410)%20533-5367>
>>>> _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_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: ARS Wikipedia page

[Jason Miller]

I noticed the edit said they were done by a profile that indicated it was a
BMC employee but I figured that was fake info. WOW! Let's see where the
wild ride takes us now...

Of course we will probably be left to speculate and come up with our own
theories for the foreseeable future; which is always fun.

On Mon, Aug 14, 2017 at 11:19 AM, LJ LongWing  wrote:

> **
> InterestingI just contacted someone internal to BMC and he is the
> person that made the edits, per instructions of someone at
> BMCapparently part of a 'revamp' effortI guess we'll need to see
> what ends up coming out of it.
>
> On Mon, Aug 14, 2017 at 10:10 AM, Warren R. Baltimore II <
> warrenbaltim...@gmail.com> wrote:
>
>> **
>> It's a BMC employee making the edits
>>
>> On Mon, Aug 14, 2017 at 12:03 PM, LJ LongWing 
>> wrote:
>>
>>> **
>>> Don't you just love wiki's...able to be edited by anyone...
>>>
>>> On Mon, Aug 14, 2017 at 9:15 AM, Jason Miller 
>>> wrote:
>>>
>>>> **
>>>> Either Wikipedia knows something we don't, that AR System is no longer
>>>> being sold, or this is a reflection of BMC's "Remedy is only a means to
>>>> ITSM" approach for many years. I guess there is one other option, the ARS
>>>> article was submitted for deletion by a SNOW employee.
>>>>
>>>> https://en.wikipedia.org/wiki/BMC_Remedy_Action_Request_System
>>>>
>>>>
>>>> ​
>>>>
>>>>
>>>>
>>>> Jason
>>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>
>>
>>
>> --
>> Warren R. Baltimore II
>> Remedy Developer
>> 410-533-5367 <(410)%20533-5367>
>> _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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ARS Wikipedia page

[Jason Miller]

Either Wikipedia knows something we don't, that AR System is no longer
being sold, or this is a reflection of BMC's "Remedy is only a means to
ITSM" approach for many years. I guess there is one other option, the ARS
article was submitted for deletion by a SNOW employee.

https://en.wikipedia.org/wiki/BMC_Remedy_Action_Request_System


​



Jason

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Re: Remedy monitoring

[Jason Miller]

Besides the tools LJ mentioned, staring in version 9 AR System is Java
based and can be monitored via JMX. Watching the JVM with a tool such as
Java VisualVM or JConsole will give you a ton of insight into how your
system is working.

https://docs.bmc.com/docs/display/public/brid91/JVM+monitoring

Jason


On Fri, Jun 23, 2017 at 6:05 AM, LJ LongWing  wrote:

> **
> Rajat,
> I can help you with 2 of the 3
>
> 1 - Sorry, don't have anything for that
> 2 - http://remedylegacy.com/tools/aplusercount/
> 3 - http://remedylegacy.com/tools/aplthreadcounter/
>
>
>
> On Fri, Jun 23, 2017 at 4:22 AM, Rajat Sharma 
> wrote:
>
>> **
>> Hi Team,
>>
>> We are trying to monitor below parameters.  Can someone please help me to
>> understand how they can be monitored.
>>
>> 1. Memory leak
>> 2. Number of users connected on each server.
>> 3. Thread usage
>>
>> Thank you,
>> Rajat
>>
>> _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: v.9.1.3 upgrade fails: Solved!

[Jason Miller]

LOL! Well... LJ is BMC Support, you just got to the upper levels through a
different channel :)

On Wed, Jun 14, 2017 at 1:49 PM, Joel D Sender 
wrote:

> **
>
> Everyone,
>
> LJ pointed me to the hidden log file location – something BMC Support
> couldn’t do.
>
> BMC now has the logs.
>
>
>
> Yes I did use a password in the User form.
>
> I re-typed the passwords each time.
>
> Only one upgrade was run at a time (at least an hour a part)
>
> I’ll check the Remedy Application Service password, but the error was on
> the Admin User.
>
>
>
> And the winner is Raj Hiremath from BMC who suggested restarting the AR
> Server!
>
> The upgrade is now in motion.
>
>
>
> Thank you all for responding!
>
> Once again, the ARSlist came thorough!!
>
> *Joel*
>
> Joel Sender  *   jdsen...@earthlink.net
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
> *Sent:* Wednesday, June 14, 2017 9:09 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: v.9.1.3 upgrade fails
>
>
>
> **
>
> The install log files are typically stored in a hidden temp directory
> under the profile of the user running the installer, typically something
> like
>
>
>
> c:\Users\\AppData\Local\Temp
>
>
>
> or somewhere similar on Windows machinestypically /tmp on
> unix/linux
>
>
>
> On Wed, Jun 14, 2017 at 9:58 AM, Joel D Sender 
> wrote:
>
> **
>
> I’ve got a ticket at BMC for this, but I thought the ARSlist might have
> some insight:
>
>
>
> I am attempting to upgrade ARS 8.1 to 9.1.3 (or 9.1.2 – same problem).
>
> Both versions complain that the ‘AR System Server Admin’ user fails
> authentication.
>
> I’ve verified that ‘Demo’ and my ID can login to the server with the same
> passwords entered into the upgrade dialog.
>
>
>
> BMC support has requested LOG files from the install, but after
> extensively searching the disk, no log files are found.
>
>
>
> Anyone bump into this before?
>
> Thanks,
>
> *Joel*
>
> Joel Sender  *   jdsen...@earthlink.net
>
>
>
>
>
>
> 
>
> Virus-free. www.avast.com
> 
>
> _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: v.9.1.3 upgrade fails

[Jason Miller]

I remember having some issues about a year ago with the 9.1 installer and
it not accepting Demo's credentials. I just added a password to my
account in the User form and used that (I wanted to take any LDAP auth out
of the equation). The installer completed under my credentials without
issue.

Jason

On Wed, Jun 14, 2017 at 8:58 AM, Joel D Sender 
wrote:

> **
>
> I’ve got a ticket at BMC for this, but I thought the ARSlist might have
> some insight:
>
>
>
> I am attempting to upgrade ARS 8.1 to 9.1.3 (or 9.1.2 – same problem).
>
> Both versions complain that the ‘AR System Server Admin’ user fails
> authentication.
>
> I’ve verified that ‘Demo’ and my ID can login to the server with the same
> passwords entered into the upgrade dialog.
>
>
>
> BMC support has requested LOG files from the install, but after
> extensively searching the disk, no log files are found.
>
>
>
> Anyone bump into this before?
>
> Thanks,
>
> *Joel*
>
> Joel Sender  *   jdsen...@earthlink.net
>
>
>
>
> <https://www.avast.com/sig-email?utm_medium=email&utm_source=link&utm_campaign=sig-email&utm_content=emailclient&utm_term=icon>
>  Virus-free.
> www.avast.com
> <https://www.avast.com/sig-email?utm_medium=email&utm_source=link&utm_campaign=sig-email&utm_content=emailclient&utm_term=link>
> <#m_-1577948598230770287_DAB4FAD8-2DD7-40BB-A1B8-4E2AA1F9FDF2>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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OT: Lodging in San Diego?

[Jason Miller]

On that note... If anybody has a Remedy opening in the Austin TX area or
work from home I am interested :)

Jason

On Thu, Apr 13, 2017 at 11:19 AM, Jason Miller 
wrote:

> I am in San Diego County (Santee, east of SD).  Yes, everything is
> expensive here. Unfortunately we just downsized to a smaller place are are
> working on making our way out of CA (heading towards Phil and Shyam).
>
> Jason
>
> On Thu, Apr 13, 2017 at 7:55 AM, Kelly Deaver 
> wrote:
>
>> **
>> Any of you in San Diego, Herb Partlow is looking for a place to stay
>> until August. He is on a Remedy contract in San Diego. He says hotels are
>> too expensive for long term and he had a bad experience with AirBNB. If
>> you know of a place or have a room you'd like to rent to him, contact Herb
>> at 408-309-5316 <(408)%20309-5316> or h...@ibtcinc.com
>>
>> Kelly Deaver
>> ke...@kellydeaver.com  (Business mail)
>> kdea...@kellydeaver.com (arslist mail)
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>

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Re: Lodging in San Diego?

[Jason Miller]

I am in San Diego County (Santee, east of SD).  Yes, everything is
expensive here. Unfortunately we just downsized to a smaller place are are
working on making our way out of CA (heading towards Phil and Shyam).

Jason

On Thu, Apr 13, 2017 at 7:55 AM, Kelly Deaver 
wrote:

> **
> Any of you in San Diego, Herb Partlow is looking for a place to stay
> until August. He is on a Remedy contract in San Diego. He says hotels are
> too expensive for long term and he had a bad experience with AirBNB. If
> you know of a place or have a room you'd like to rent to him, contact Herb
> at 408-309-5316 <(408)%20309-5316> or h...@ibtcinc.com
>
> Kelly Deaver
> ke...@kellydeaver.com  (Business mail)
> kdea...@kellydeaver.com (arslist mail)
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: SSL on Mid Tier with Load Balancer

[Jason Miller]

How LJ described is how I have done it in the past. The AJP connector is
really an ISAPI filter in IIS. The last time I setup IIS to front Tomcat/MT
was for the WWRUG Remedy server a few years ago. The process is a little
foggy but it was easier than I remembered.

AJP uses port 8009 by default but it can be any available port as long as
your IIS and TC config match. Make sure AJP is not commented out in
server.xml by default. For installations where I want to ensure people are
not connecting to TC directly I disable the default http port (8080 or 80
depending on your config) and only leave the AJP port open so they have to
use the web server front end (Apache httpd in our case).

Setting up SSL is pretty easy in IIS and there are a number of web pages
that document the process. From what I can remember you can't encrypt AJP
(without some kind of external tunnel) but I have never worried about it
since my front end web server and servlet container are always on the same
server.

Well, I guess there is one exception that I have used in the past. When
bringing up a new MT server I will sometimes proxy the front end web server
to the new Tomcat server (over AJP) to put some load on the new server. In
this case the traffic is using AJP from one server to another.

Jason

On Wed, Apr 12, 2017 at 2:41 PM, LJ LongWing  wrote:

> **
> James,
> If you are front ending Tomcat with IIS, the typical setup for that is the
> jakarta plugin.  By default, this uses the AJP connection, not one of the
> standard 8080 or 8443so, unless you want to be able to access Tomcat
> independent of IIS, you don't even need to define them...
>
> Beyond that I'm not sure there is much else you need to do, but I'm not a
> SSL/IIS/Tomcat expert...
>
> On Wed, Apr 12, 2017 at 3:02 PM, jham36  wrote:
>
>> **
>> We are setting up a new 9.1 mid tier server running on windows server
>> 2012.  We will use IIS with tomcat and our load balancer will hold the ssl
>> cert.
>> We contacted support to get all of our ducks in a row before diving in.
>> You all know how that went.
>> Just looking for advice on iis and tomcat configuration and port settings
>> to support this setup.
>> Anything special we need to do?  I assume we will have to have iis
>> listening on port 443.  Should tomcat be listening on 8443?
>>
>> Thanks,
>> James
>> _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: Is it a good idea to eliminate the use of Diary Fields?

[Jason Miller]

Oh, the downside are:

   - If you have multiple table fields you need to join in the report (like
   work log and related records) things start getting pretty messy.
   - Users need to select the View form instead of the Regular form when
   building a report if they are going to want the Work Log too. It takes a
   little bit of training.


Jason

On Wed, Mar 15, 2017 at 2:50 PM, Jason Miller 
wrote:

> When we build our new Change Management and Service Desk apps we went with
> the table option. We had the same requirement to allow people to pull a
> single record with Work Log into a spreadsheet via web reports, Crystal,
> etc. We don't differentiate between Work Log entries and Audit records
> except with a Record Type flag so they are all in the same form.  We were
> able to do this with a little SQL magic in a SQL view --> View form -->
> Join to SD/CM. Our SD and CM forms have their own Work Log form so we have
> a SQL view for CM and one for SD.
>
> Basically our SQL view (MS SQL Server) selects a handful of columns from
> the CM or SD SQL view (the one created by Remedy) and then has a sub-select
> on the work log form SQL view (created by Remedy) that uses "STUFF" and
> "XML Path" to put all of the work log entries into a single record's
> column. We sprinkle in some replaces and a epoch to date/time function
> (that I originally got of the List) to make it look like a diary field
> entry. The only difference in looks from a diary field is the timestamp is
> in 24 hr format instead of 12 hr (we just would need to update our function
> to adjust it).
>
> [image: Inline image 1]
>
> Jason
>
> On Wed, Mar 15, 2017 at 1:13 PM, LJ LongWing 
> wrote:
>
>> **
>> John,
>> BMC themselves went away from Diary fields for the most part (certainly
>> in the work log process) many years agothe down side, as you pointed
>> out is storing the diary in individual records causes issues with
>> reportingthis is easily worked around in a sufficiently advanced
>> reporting tool allowing you to create sub-reports reporting all of the
>> diary entries from a second tablethe fact that they can't be pulled in
>> the same entry is the only down side that I know of...with plenty of up
>> sides.
>>
>> On Wed, Mar 15, 2017 at 3:06 PM, Reiser, John J 
>> wrote:
>>
>>> **
>>> Hello Listers,
>>>
>>> Is there a downside to replacing diary fields with a different method of
>>> capturing work activity?
>>> Since diary fields don’t show up in Mid Tier Web reporting I was looking
>>> into a way to replace the diary field for reporting.
>>>
>>> We actually have reports that get created in csv format for Excel that
>>> use the Diary.
>>> Occasionally we have a diary so large it breaks the cell character limit
>>> in Excel.
>>>
>>> I was contemplating using a table field to display records from a work
>>> activity form and then using either a join or some other temporary means to
>>> gather the activity into a report.
>>>
>>> Can I use an unlimited Display Only field to dump the diary during the
>>> report process?
>>> Is there a better mouse trap for collecting large amounts of data and
>>> reporting it?
>>>
>>> As always, thanks in advance.
>>>
>>> Thank you,
>>> ---
>>> John J. Reiser
>>> Building 760-J202
>>> Remedy AR System Developer
>>> Senior Software Development Analyst
>>> Lockheed Martin - RMS Moorestown Region
>>> The star that burns twice as bright burns half as long.
>>> Pay close attention and be illuminated by its brilliance. - paraphrased
>>> by me
>>>
>>>
>>>
>>> _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: Is it a good idea to eliminate the use of Diary Fields?

[Jason Miller]

When we build our new Change Management and Service Desk apps we went with
the table option. We had the same requirement to allow people to pull a
single record with Work Log into a spreadsheet via web reports, Crystal,
etc. We don't differentiate between Work Log entries and Audit records
except with a Record Type flag so they are all in the same form.  We were
able to do this with a little SQL magic in a SQL view --> View form -->
Join to SD/CM. Our SD and CM forms have their own Work Log form so we have
a SQL view for CM and one for SD.

Basically our SQL view (MS SQL Server) selects a handful of columns from
the CM or SD SQL view (the one created by Remedy) and then has a sub-select
on the work log form SQL view (created by Remedy) that uses "STUFF" and
"XML Path" to put all of the work log entries into a single record's
column. We sprinkle in some replaces and a epoch to date/time function
(that I originally got of the List) to make it look like a diary field
entry. The only difference in looks from a diary field is the timestamp is
in 24 hr format instead of 12 hr (we just would need to update our function
to adjust it).

[image: Inline image 1]

Jason

On Wed, Mar 15, 2017 at 1:13 PM, LJ LongWing  wrote:

> **
> John,
> BMC themselves went away from Diary fields for the most part (certainly in
> the work log process) many years agothe down side, as you pointed out
> is storing the diary in individual records causes issues with
> reportingthis is easily worked around in a sufficiently advanced
> reporting tool allowing you to create sub-reports reporting all of the
> diary entries from a second tablethe fact that they can't be pulled in
> the same entry is the only down side that I know of...with plenty of up
> sides.
>
> On Wed, Mar 15, 2017 at 3:06 PM, Reiser, John J 
> wrote:
>
>> **
>> Hello Listers,
>>
>> Is there a downside to replacing diary fields with a different method of
>> capturing work activity?
>> Since diary fields don’t show up in Mid Tier Web reporting I was looking
>> into a way to replace the diary field for reporting.
>>
>> We actually have reports that get created in csv format for Excel that
>> use the Diary.
>> Occasionally we have a diary so large it breaks the cell character limit
>> in Excel.
>>
>> I was contemplating using a table field to display records from a work
>> activity form and then using either a join or some other temporary means to
>> gather the activity into a report.
>>
>> Can I use an unlimited Display Only field to dump the diary during the
>> report process?
>> Is there a better mouse trap for collecting large amounts of data and
>> reporting it?
>>
>> As always, thanks in advance.
>>
>> Thank you,
>> ---
>> John J. Reiser
>> Building 760-J202
>> Remedy AR System Developer
>> Senior Software Development Analyst
>> Lockheed Martin - RMS Moorestown Region
>> The star that burns twice as bright burns half as long.
>> Pay close attention and be illuminated by its brilliance. - paraphrased
>> by me
>>
>>
>>
>> _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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OT: Playing in the SNOW is not as bad as I thought it would be

[Jason Miller]

Uh oh...  SNOW might be catching on :)

On the topic of Remedy alternatives... Is anybody else learning new
platforms similar to Remedy (ITSM focus or not)?

I'll go first. My team recently attended LANDesk (well now Ivanti) Service
Desk training (and will be going their annual conference). My team are now
Remedy/LANDesk Service Desk admins/developers (note "Service Desk" is the
name of the platform where CM, KM, Asset and custom apps are also built
upon). The way our LD Support license is setup, their Service Desk product
is "free" (well we are entitled to it and that means free to management). I
have to say while their product is pretty flexible it is also cumbersome,
looks outdated (like and old VB app) and there soo many
inconsistencies. You can tell where different aspects were written by
different developers, the UX is pretty bad from a developer/admin
standpoint.

Over all the product feels 2005ish to me. The product is still in it
infancy of moving away from a thick client (called LANDESK Console) to
being web based. Almost all administration requires the Console and many
features that work in the Console do not yet work in the web UI. They are
working on a new web UI called "Workspaces". Workspaces look more modern
than the last but I am still not too impressed. There is no specific field
(Attribute) placement in Workspaces, they just render one above the other.
You can split it into two column (if you know the trick) but that is it. So
on a 24" monitor you have super wide fields that are 500% longer than they
should be and have to scroll down the page to get to all of the fields. The
trade off is it works well on a smaller/mobile screens. Also the product is
.NET based and requires IIS.

While we are only looking in the near future to use it for self-service
product Request Management (hooks into LDMS
<http://www.landesk.com/products/management-suite/> to auto-deploy
software), Asset Management (because of the strong link to LDMS and AM is
LD's specialty) and Knowledge Management (because BMC's KB requires ITSM)
there is already talk about replacing Remedy completely with LDSD (because
it is "free" not that it is better). It is funny that we left tab-hell
behind just a few years ago in Remedy but with their product every thing
that is a one-to-many relationship like audit, notes, assignments,
notifications, escalations are all on tabs at the bottom of the "form".

It does appear that you can build virtually any application you want on the
platform but my estimate it is would considerably longer than building an
app on Remedy because all of the steps and UX. And then at the end of the
day, there is no native ability to search for records like Remedy. Just
because you built a Business Object and a Window (the two combined equate a
form in Remedy) as a developer you still need to build a process just to
save a record and build any and all queries your users will ever want to
search. I guess we are just spoiled with Remedy :)

I haven't paid much attention to the various BSM/ITSM/Help Desk platforms
out there over the years but now that I have seen a competitor's product I
have to hand it to Doug and crew for being so far ahead of their time back
in the 90's.

Jason

On Wed, Feb 22, 2017 at 2:02 PM, Sanford, Claire <
claire.sanf...@memorialhermann.org> wrote:

> **
>
> While my world no longer revolves around Remedy, I still keep up and play
> with it.  I am surprised that they are not doing one in Texas at all.  
> Especially
> Houston.  Headquarters city, plenty of space in their own building to
> host.  Major airport.
>
>
>
> It is almost like the old evil blackbird days…  take something over just
> to destroy it and walk away…
>
>
>
> PS.  Playing in the SNOW is not as bad as I thought it would be.
>
>
>
>
>
>
>
> Claire Sanford
>
> ISD ITCC Technical Engineering
>
> Lead Application Analyst
>
>
>
> Memorial Hermann, Memorial City
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Pierson, Shawn
> *Sent:* Wednesday, February 22, 2017 3:02 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [EXTERNAL] Re: Official announcement of BMC Exchanges
> replacement for BMC Engage
>
>
>
> **
>
> This is especially disheartening that they only have three U.S. cities,
> none even in Texas.  It’s kind of sad that BMC headquarters is in the same
> town as many of us but they don’t give us a local sales person, nor are
> they even hosting one of these events here.  I won’t pretend that I know
> why they’re doing this but I can’t come up with any reasons I’d be excited
> about.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
>
>
> *From:* Action Request System discussion li

Re: Official announcement of BMC Exchanges replacement for BMC Engage

[Jason Miller]

I didn't miss it, I just figured I was setting up a softball for the people
that are at the core of WWRUG :)

On Wed, Feb 22, 2017 at 1:13 PM, LJ LongWing  wrote:

> **
> Jason,
> You seem to have missed the very important end of that message
>
> [In addition, you may have seen the discussion on BMC Communities from
> members of the Remedy community considering the possibility of hosting a
> worldwide Remedy user group meeting in 2017. Should this occur, BMC is
> firmly committed to supporting it.]
>
> On Wed, Feb 22, 2017 at 1:45 PM, Jason Miller 
> wrote:
>
>> **
>> https://communities.bmc.com/groups/bmc-global-services/blog/
>> 2017/02/22/bmc-exchange-coming-to-a-city-near-you
>>
>> BMC Exchanges are one-day, no cost events where you will gain new
>> insights about digital business, get up-to-date information about the
>> latest BMC products and services, and network with your peers, BMC
>> partners, and BMC experts.
>>
>> Hosted in nine cities across four continents, we’ve made it easier than
>> ever to attend a BMC Exchange event near you:
>> Washington, DC – June 7th
>> New York City – October 12th
>> San Francisco – October 25th
>> Singapore – October 31st
>> Beijing – November 2nd
>> Essen (Germany) – November 14th
>> London – November 16th
>> Sao Paulo – November 30th
>> Paris – January 25th (2018)
>> _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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Official announcement of BMC Exchanges replacement for BMC Engage

[Jason Miller]

https://communities.bmc.com/groups/bmc-global-services/blog/2017/02/22/bmc-exchange-coming-to-a-city-near-you

BMC Exchanges are one-day, no cost events where you will gain new insights
about digital business, get up-to-date information about the latest BMC
products and services, and network with your peers, BMC partners, and BMC
experts.

Hosted in nine cities across four continents, we’ve made it easier than
ever to attend a BMC Exchange event near you:
Washington, DC – June 7th
New York City – October 12th
San Francisco – October 25th
Singapore – October 31st
Beijing – November 2nd
Essen (Germany) – November 14th
London – November 16th
Sao Paulo – November 30th
Paris – January 25th (2018)

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Re: arslist Digest - 12 Feb 2017 to 13 Feb 2017 (#2017-38)

[Jason Miller]

Good point about full DB restores from prod. I left that out. Yes, after we
restore a DB from prod, then we use Migrator :)

We are supposed to restore quarterly however it usually works out closer to
twice a year. Even then we have a good enough process that Migrator does
very well because our environments are still largely in sync.  It is often
the data that is too far out of sync instead of the objects if we go too
long between DB refreshes. I occasionally sync data using RRR:|Chive from
prod however since it is based on Request ID we often have duplicate config
records with different Request IDs. Of course the sync option would take
care of dupes however sometimes new config records are legitimate as
development efforts progress. Some config is managed by our Service Desk
and while they typically add/change config in dev --> QA --> prod they do
it manually so the Request IDs vary. We have talked about setting up a
promotion process based on RRR:|Chive so they can add/update config in dev
and promote it forward but it is at the bottom of the to do list.

I remember when I first started using Migrator and didn't really think
about all required objects. Our test system was so far out of sync with
production that it blew up production by migrating way more (bad) objects
than what was needed and we had to restore the prod DB from backup. Ever
since then I have been respectful of Migrator and treat it like a loaded
gun.

Jason

On Tue, Feb 14, 2017 at 8:39 AM, Brian Pancia  wrote:

> **
>
> Everyone,
>
>
> Thanks for all the feedback.  I've been messing around with a lot of these
> tools the last couple weeks.  I've seen some very interesting results.
>
>
> Migrator
>
>
> - When comparing our test system with our production system using
> migrator.  The process is extremely slow.  This is because the systems have
> never been synced with each other since they were upgraded 6 months ago.
> There are a lot of code and data differences between the two systems.
> Migrator does work though and it is nice to see what the differences are in
> the difference reports.
>
>
> RRR Tools
>
>
> - rrrExport and rrrImport are a lot quicker than Dev Studio when importing
> large amounts of code.  I think both work fine and I didn't see huge
> benefits of one over the other.  There were minor pros/cons to each.  If
> you're hard core command line the simplicity of rrrExport and rrrImport are
> great.  One issue I did come across with rrrImport was with overlays.  Some
> of the forms with overlays didn't come over right.
>
>
> - rrrDefDiff - this tool was interesting.  It seems to go off the last
> modified date.  Migrator is a lot slower because it will show a difference
> even if a field moved over a pixel, I believe.  rrrDefDiff doesn't give a
> lot of report functionality other then with there was a difference or if it
> was on source or target only.  I ran this multiple times after importing
> differences and the counts actually seemed to go up after importing
> differences.  I expected the difference counts to go down.
>
>
> -rrrchive - this is a good tool to move data.  I've used this many times
> and it works really well and is extremely robust on the configuration.
>
>
> Haven't messed around with AR System Deployment Management yet.
>
>
> Mark - I will have to look into the tool you mentioned.
>
>
> I've seen a lot of Remedy implementations over the years that have
> dev/test/prod/coop environments that aren't even remotely close to each
> other.  Most of this is a process issue and not necessarily a tool issue.
> I have a bunch of systems that haven't been synced in 6 months, which makes
> all but production worthless.  All the tools above would take a long time
> to sync the systems.  I think I need to do a full database backup/restore
> of all the systems, put a strong process in place, and then use a
> combination of the above tools to ensure the systems stay in sync.  There
> should be differences in all the systems but for test/prod/coop the
> differences should be minor.  Throw multiple developers across multiple
> groups and it can cause some headaches.
>
>
> I think ideally I would use the following steps:
>
>
> - Backup production and restore to Test and COOP
>
> - Backup any development code from dev, restore prod to dev and import
> development code using Dev Studio
>
> - Now that all systems are in sync, except for the new dev code, I would
> setup replication at the database level between COOP and Production using
> MS SQL replication tools
>
> - Test I would setup a nightly sync of data using rrrchive of selected
> forms from Prod to Test and then do a full database restore after major
> releases.
>

Re: Migrator Tool

[Jason Miller]

One point of clarification... I perform the object type by object type
migration process when moving a new app or a large number of changes to an
environment. For smaller (update) changes (a few dozen of objects) I'll
migrate everything at the same time.

Jason

On Mon, Feb 13, 2017 at 10:27 PM, Jason Miller 
wrote:

> To answer your original question, I use Migrator for 99% of the objects I
> move between environments.
>
> Now I don't let it fly full-auto with the default config, that is just
> reckless. I use Migrator along with the tracking form/process I detailed
> here:  https://communities.bmc.com/message/555604#555604.
>
> First I set all Migrator "Required Objects" to no. I also run migrator in
> scripting mode. I then have a flow I usually flow where I run a difference
> report of forms, add the forms to the script as appropriate (while
> reviewing the differences), and migrate. Then I refresh the difference
> report to make sure the results are what I expect. I then do the same thing
> with Active Links. Then with Filter and keep repeating this process with
> the different object types.
>
> The 1% that is left is usually renaming objects (I like to fix spelling
> issues and rename objects that may have been originally given vague or
> misleading names), creating/updating DB views for View Forms that will be
> migrated, deleting objects, etc.
>
> Jason
>
> On Mon, Feb 13, 2017 at 5:19 AM, Brian Pancia 
> wrote:
>
>> **
>>
>> Misi,
>>
>>
>> I've been playing around with your tools and as always they are pretty
>> awesome.  There's a new tool in ARS 9.1 called AR System Deployment
>> Management that looks pretty promising.  Messing around with Migrator was
>> painful just like I remembered.  It looks like the deployment tool will end
>> up replacing Migrator.  Another toy to add to the tool box.  I'm sure there
>> are a few kinks that need to be worked out of the deployment tool, but I'll
>> give it a go to see how it works.  I'm curious to see anyone else's
>> experience with the deployment tool.
>>
>>
>> Thanks again,
>>
>>
>> Brian
>>
>>
>>
>>
>> --
>> *From:* Brian Pancia
>> *Sent:* Friday, February 10, 2017 8:14 AM
>>
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Migrator Tool
>>
>>
>> Awesome.  New toys to play with.  I'll have to play with different
>> scenarios depending on the source and destination servers.  I'm thinking
>> monthly syncs to dev and weekly syncs to test for code.  I may do weekly
>> data syncs to both environments.  In theory Prod and Test should be locked
>> down, preventing development directly from there, but that's a different
>> beast to tackle.  I guess RRRDefDiff will be a good way for me to tell if
>> updates are being made to Prod or Test without going through Dev>Test>Prod
>> sequence.  Batching that process out may be interesting to see if
>> developers aren't following the proper process.  For a COOP environment I'm
>> thinking using SQL replication is probably the best bet.  With replication
>> I can do near real time updates.
>>
>> Brian
>> --
>> *From:* Action Request System discussion list(ARSList) <
>> arslist@ARSLIST.ORG> on behalf of Misi Mladoniczky 
>> *Sent:* Thursday, February 9, 2017 1:37 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Migrator Tool
>>
>> **
>> Hi,
>>
>> Why not try a combination of RRR|ExportDef, RRR|DefDiff, RRR|ImportDef
>> and RRR|DeleteObject.
>>
>> The important one is RRR|DefDiff, mening that you can use other tools to
>> export/import definitions and delete surplus objects.
>>
>> https://rrr.se/cgi/tools/main?tool=rrrDefDiff
>>
>> RRR|DefDiff <https://rrr.se/cgi/tools/main?tool=rrrDefDiff>
>> rrr.se
>> RRR|DefDiff updated 2015-06-16 Finds differences between two def-files
>>
>>
>>
>> https://rrr.se/cgi/tools/main?tool=rrrExportDef
>>
>> RRR|ExportDef <https://rrr.se/cgi/tools/main?tool=rrrExportDef>
>> rrr.se
>> RRR|ExportDef updated 2012-11-23 Exports definition files from your server
>>
>>
>>
>> https://rrr.se/cgi/tools/main?tool=rrrImportDef
>>
>> RRR|ImportDef <https://rrr.se/cgi/tools/main?tool=rrrImportDef>
>> rrr.se
>> usage: rrrimportdef [ -l error.log ] [ -e error.def ] [ -verbose ] [
>> -silent ] server tcpport user password import.def usage: rrrimportdef -help
>>
>>
>>
>

Re: Migrator Tool

[Jason Miller]

To answer your original question, I use Migrator for 99% of the objects I
move between environments.

Now I don't let it fly full-auto with the default config, that is just
reckless. I use Migrator along with the tracking form/process I detailed
here:  https://communities.bmc.com/message/555604#555604.

First I set all Migrator "Required Objects" to no. I also run migrator in
scripting mode. I then have a flow I usually flow where I run a difference
report of forms, add the forms to the script as appropriate (while
reviewing the differences), and migrate. Then I refresh the difference
report to make sure the results are what I expect. I then do the same thing
with Active Links. Then with Filter and keep repeating this process with
the different object types.

The 1% that is left is usually renaming objects (I like to fix spelling
issues and rename objects that may have been originally given vague or
misleading names), creating/updating DB views for View Forms that will be
migrated, deleting objects, etc.

Jason

On Mon, Feb 13, 2017 at 5:19 AM, Brian Pancia  wrote:

> **
>
> Misi,
>
>
> I've been playing around with your tools and as always they are pretty
> awesome.  There's a new tool in ARS 9.1 called AR System Deployment
> Management that looks pretty promising.  Messing around with Migrator was
> painful just like I remembered.  It looks like the deployment tool will end
> up replacing Migrator.  Another toy to add to the tool box.  I'm sure there
> are a few kinks that need to be worked out of the deployment tool, but I'll
> give it a go to see how it works.  I'm curious to see anyone else's
> experience with the deployment tool.
>
>
> Thanks again,
>
>
> Brian
>
>
>
>
> --
> *From:* Brian Pancia
> *Sent:* Friday, February 10, 2017 8:14 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Migrator Tool
>
>
> Awesome.  New toys to play with.  I'll have to play with different
> scenarios depending on the source and destination servers.  I'm thinking
> monthly syncs to dev and weekly syncs to test for code.  I may do weekly
> data syncs to both environments.  In theory Prod and Test should be locked
> down, preventing development directly from there, but that's a different
> beast to tackle.  I guess RRRDefDiff will be a good way for me to tell if
> updates are being made to Prod or Test without going through Dev>Test>Prod
> sequence.  Batching that process out may be interesting to see if
> developers aren't following the proper process.  For a COOP environment I'm
> thinking using SQL replication is probably the best bet.  With replication
> I can do near real time updates.
>
> Brian
> --
> *From:* Action Request System discussion list(ARSList) <
> arslist@ARSLIST.ORG> on behalf of Misi Mladoniczky 
> *Sent:* Thursday, February 9, 2017 1:37 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Migrator Tool
>
> **
> Hi,
>
> Why not try a combination of RRR|ExportDef, RRR|DefDiff, RRR|ImportDef and
> RRR|DeleteObject.
>
> The important one is RRR|DefDiff, mening that you can use other tools to
> export/import definitions and delete surplus objects.
>
> https://rrr.se/cgi/tools/main?tool=rrrDefDiff
>
> RRR|DefDiff <https://rrr.se/cgi/tools/main?tool=rrrDefDiff>
> rrr.se
> RRR|DefDiff updated 2015-06-16 Finds differences between two def-files
>
>
>
> https://rrr.se/cgi/tools/main?tool=rrrExportDef
>
> RRR|ExportDef <https://rrr.se/cgi/tools/main?tool=rrrExportDef>
> rrr.se
> RRR|ExportDef updated 2012-11-23 Exports definition files from your server
>
>
>
> https://rrr.se/cgi/tools/main?tool=rrrImportDef
>
> RRR|ImportDef <https://rrr.se/cgi/tools/main?tool=rrrImportDef>
> rrr.se
> usage: rrrimportdef [ -l error.log ] [ -e error.def ] [ -verbose ] [
> -silent ] server tcpport user password import.def usage: rrrimportdef -help
>
>
>
> https://rrr.se/cgi/tools/main?tool=rrrDeleteObject
>
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
> RRR|Home <http://www.rrr.se/>
> www.rrr.se
> RRR|Log Fix specific performance problems or work proactively with
> performance by using RRR|Log. It will help you make sense of the
> information in the Remedy log ...
>
>
>
>
> 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
>
> RRR|Home <http://rrr.se/>
> rrr.se
> RRR|Log Fix specific perfo

Re: Filter Notify Action Dropping Fields

[Jason Miller]

Just to add to this... If you use email addresses as the Login Name then
you can send to their email address and the system is able to look up the
User record to find their permissions :)

There is also (or at lease there was) a way to add an alias to the Login
Name on User form. I wonder if the alias field was added and populated with
the email address if the system would be able to find the User record by
the email address? Never tried it, just thought of it now.

Jason

On Fri, Feb 3, 2017 at 10:36 AM, LJ LongWing  wrote:

> **
> Paul,
> There was never a requirement that a field must have public permission to
> be in a notification.  The requirement was instead, that the user receiving
> the notification had permission to the data in the field.  As quite often
> happened, the notification however was not being sent to a userID, but
> instead to an email address, which didn't have permission to anything in
> the system, so, Remedy didn't have permission to divulge the information to
> that address.the common workaround to that situation was to grant the
> field public permission, thus allowing anyone to access the information,
> thus opening Remedy's permission model to allow the information to go to an
> unknown user.the alternative to that workaround was to send
> notifications to user id's instead of emails, and thus allow the remedy to
> verify permission needed, and send the email appropriately.
>
> On Fri, Feb 3, 2017 at 11:03 AM, Murnane, Phil 
> wrote:
>
>> **
>>
>> Not sure it’s applicable, but there used to be a requirement that any
>> field included in an email notification had to have Public read
>> permissions.  Not likely to be the problem, but it couldn’t hurt to check.
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Jayesh Panchal
>> *Sent:* Friday, February 3, 2017 12:09 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Filter Notify Action Dropping Fields
>>
>>
>>
>> **
>>
>> Hi,
>>
>>
>>
>> Did you check if your custom AL looked up and set those two field before
>> it notifies?
>>
>>
>>
>> Regards,
>>
>> Jayesh
>>
>>
>>
>> Sent from my Windows 10 phone
>>
>>
>>
>> *From: *Wallace, Kelvin 
>> *Sent: *03 February 2017 08:20 PM
>> *To: *arslist@ARSLIST.ORG
>> *Subject: *Filter Notify Action Dropping Fields
>>
>>
>>
>> **
>>
>> We run Remedy as totally customized on Solaris and Oracle.  For about the
>> last 10 years, there is a filter associated with our Help Desk form that
>> performs a notify to our maintenance contract vendor, via email, to repair
>> our faulty equipment.  In the text of the Notify action, I basically have 3
>> fields:  1) $Requester Data$ – which is a concatenation of Name, Phone,
>> Address, City, Zip, etc. of the requester, 2) $Equipment Data$ - which is a
>> concatenation of Asset Tag, Serial Number, Description, Model, Purchase
>> Date, etc. and 3) the Short Description of the problem.  The $Requester
>> Data$ and $Equipment Data$ fields are populated by an AL when the lookup
>> occurs for the requester and for the equipment.
>>
>>
>>
>> Last month, we upgraded from 7.6.4 to 8.1.2.  Even though $Requester
>> Data$ and $Equipment Data$ are listed in the text of the notify, they show
>> up blank in the email.
>>
>> What the notify used to look like (and what it should be now):
>>
>>
>>
>>  John Smith
>>
>>  407-555-8776 <(407)%20555-8776>
>>
>>   South Orange Blossom Trail
>>
>>  Orlando District Office & Work Center
>>
>>  Orlando -- 32809-7999
>>
>>
>>
>>  Asset Tag = 00096944
>>
>>  Serial = 1F4J3XX
>>
>>  PC Dell Notebook Quad Core 2.5 GHz
>>
>>  Model Number = HD7RD
>>
>>  Model Description = Latitude E6430
>>
>>  Purchase Date = 5/7/2013
>>
>>  Maint Code = C
>>
>>
>>
>>  Problem Description:
>>
>>Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics
>> reports Error2000-0332, Validation: 75863
>>
>>
>>
>> What it looks like now:
>>
>>
>>
>>  Problem Description:
>>
>>Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics
>> reports Error2000-0332, Validation: 75863
>>
>>
>>
>>
>>
>> In subsequent testing, I can create the s

Re: Defined Searches

[Jason Miller]

Reading this again I might have answer the wrong question. I was talking
about saving a keyword in a record but I think you are looking how to save
a parameter prompt as in
https://docs.bmc.com/docs/display/public/ars91/Including+parameters+in+saved+or+defined+searches

On Tue, Jan 31, 2017 at 9:20 AM, Jason Miller 
wrote:

> After the first dollar sign is correct. At least that is how I have always
> done it and am doing here: https://communities.bmc.com/message/547542
>
> On Tue, Jan 31, 2017 at 8:46 AM, Misi Mladoniczky  wrote:
>
>> **
>> Hi,
>>
>> I thought the backslash was before the last $, but I might be wrong...
>>
>> And does the $Enter Date$ field exist on the form? You might need to add
>> it.
>>
>> 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 31, 2017 3:22 PM, "Brian Pancia" > <%22brian%20pancia%22%20%3cpanc...@finityit.com%3E>> wrote:
>>
>> I'm thinking for this requirement I may have to utilize SYS:Predefined
>> Queries on the Incident Management console and then add the ability to
>> select all and print to csv file. I'm trying to find the right syntax to
>> utilize parameters in SYS:Predefined Queries though. I tried "$Enter Date$"
>> and "$\Enter Date$" but nether one of those worked. Have you guys used
>> parameters in setting up these searches?
>>
>> Brian
>> --
>> *From:* Brian Pancia
>> *Sent:* Monday, January 30, 2017 12:46 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Defined Searches
>>
>> Well that's not good. I have multiple companies using the system and was
>> hoping to use a backend form to control the searches without doing a whole
>> lot of customization. I was hoping it pulled off the AR System Search
>> Preferences. They want to run a bunch of searches based on an start/end
>> date. I want to set this based on permissions. They also want to be able to
>> export this data as needed to a csv file. Just doing reports won't work
>> because they may only want to drill into the individual ticket data, in
>> which they would only need the search and not need the report. Back to the
>> drawing board.
>>
>> Brian.
>> --
>> *From:* Action Request System discussion list(ARSList) <
>> arslist@ARSLIST.ORG> on behalf of Grooms, Frederick W <
>> frederick.w.gro...@xo.com>
>> *Sent:* Monday, January 30, 2017 11:21 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Defined Searches
>> **
>>
>> Defined searches are created on the form itself. In the properties of the
>> view.
>>
>> Fred
>>
>> *From:* Action Request System discussion list(ARSList) [
>> mailto:arslist@ARSLIST.ORG] *On Behalf Of *Brian Pancia
>> *Sent:* Monday, January 30, 2017 9:51 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Defined Searches
>>
>> **
>>
>> It has been awhile since I messed with this feature. Trying to setup
>> defined searches on HPD:Help Desk. I setup a search and went into AR System
>> Searches Preferences and set the search type to Admin-Defined. The option
>> to Run Defined searches is greyed out on HPD:Help Desk. What am I missing?
>> Version 9.1.
>>
>> Brian
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>> DISCLAIMER: The information contained in this e-mail and its attachments
>> contain confidential information belonging to the sender, which is legally
>> privileged. The information is intended only for the use of the
>> recipient(s) named above. If you are not the intended recipient, you are
>> notified that any disclosure, copying, distribution or action in reliance
>> upon the contents of the information transmitted is strictly prohibited. If
>> you have received this information in error, please delete it immediately.
>> _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: Defined Searches

[Jason Miller]

After the first dollar sign is correct. At least that is how I have always
done it and am doing here: https://communities.bmc.com/message/547542

On Tue, Jan 31, 2017 at 8:46 AM, Misi Mladoniczky  wrote:

> **
> Hi,
>
> I thought the backslash was before the last $, but I might be wrong...
>
> And does the $Enter Date$ field exist on the form? You might need to add
> it.
>
> 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 31, 2017 3:22 PM, "Brian Pancia"  <%22brian%20pancia%22%20%3cpanc...@finityit.com%3E>> wrote:
>
> I'm thinking for this requirement I may have to utilize SYS:Predefined
> Queries on the Incident Management console and then add the ability to
> select all and print to csv file. I'm trying to find the right syntax to
> utilize parameters in SYS:Predefined Queries though. I tried "$Enter Date$"
> and "$\Enter Date$" but nether one of those worked. Have you guys used
> parameters in setting up these searches?
>
> Brian
> --
> *From:* Brian Pancia
> *Sent:* Monday, January 30, 2017 12:46 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Defined Searches
>
> Well that's not good. I have multiple companies using the system and was
> hoping to use a backend form to control the searches without doing a whole
> lot of customization. I was hoping it pulled off the AR System Search
> Preferences. They want to run a bunch of searches based on an start/end
> date. I want to set this based on permissions. They also want to be able to
> export this data as needed to a csv file. Just doing reports won't work
> because they may only want to drill into the individual ticket data, in
> which they would only need the search and not need the report. Back to the
> drawing board.
>
> Brian.
> --
> *From:* Action Request System discussion list(ARSList) <
> arslist@ARSLIST.ORG> on behalf of Grooms, Frederick W <
> frederick.w.gro...@xo.com>
> *Sent:* Monday, January 30, 2017 11:21 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Defined Searches
> **
>
> Defined searches are created on the form itself. In the properties of the
> view.
>
> Fred
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG] *On Behalf Of *Brian Pancia
> *Sent:* Monday, January 30, 2017 9:51 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Defined Searches
>
> **
>
> It has been awhile since I messed with this feature. Trying to setup
> defined searches on HPD:Help Desk. I setup a search and went into AR System
> Searches Preferences and set the search type to Admin-Defined. The option
> to Run Defined searches is greyed out on HPD:Help Desk. What am I missing?
> Version 9.1.
>
> Brian
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> DISCLAIMER: The information contained in this e-mail and its attachments
> contain confidential information belonging to the sender, which is legally
> privileged. The information is intended only for the use of the
> recipient(s) named above. If you are not the intended recipient, you are
> notified that any disclosure, copying, distribution or action in reliance
> upon the contents of the information transmitted is strictly prohibited. If
> you have received this information in error, please delete it immediately.
> _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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ADMIN: Re: Looking for BMC TrueSight Middleware Management - Chicago IL

[Jason Miller]

Hi John (and other people that might want to post job openings),

I just wanted to send a quick note. Job postings are welcome however I
would like to mention the ARSlist is primarily made up of people that work
with the BMC Remedy line of products. While "BMC" is in the product name,
and we do have people on the List that work with multiple BMC product
families, the ARSlist typically is not the best forum to post job openings
for BMC products such as Bladelogic, TrueSight, Control-M, etc.

Also if you would be so kind, we have a convention of prefixing "JOB:" to
the beginning of the subject. This allows the people looking for a job to
hone in on those posts and the people not looking for a job to overlook
those them.

Thanks!
Jason
ARlist Master of Ceremonies

On Fri, Jan 20, 2017 at 9:21 AM, je...@cynetsystems.com <
je...@cynetsystems.com> wrote:

> ** Hello Hi,
>
> Hope you are doing well!
>
> We have an opportunity for *BMC TrueSight Middleware Management *with one
> of our clients in *Chicago IL* area.
>
> Please see the job details below and let me know if you would be
> interested in this role.
>
> If interested, please send me a copy of your resume, your contact details,
> your availability and a good time to connect with you.
>
> *Job Details:*
>
> *JOB TITLE: **BMC TrueSight Middleware Management *
>
> *JOB LOCATION: **Chicago IL*
>
> *TERMS: Contract to Hire - Direct Hire*
>
>
> *Job Description:*
>
> BMC MTM
>
>- In depth Understanding of the function of BMC Middleware Management
>- Transaction Monitoring
>- In depth knowledge of the high-level product architecture
>- Understand message field types, field repeating, field indices
>- Configure SLA metrics and Payload metrics
>- Capture and display history data
>- Develop transaction pathways for middleware applications
>- Develop message formats
>- Configure event monitoring for transactions
>- Create dashboard views displaying transaction metrics
>- Hands on experience installation and configuration preferred
>- Ability to create and use the business transaction monitoring BTM API
>- Develop and deploy Transaction Pathways
>- Install and configure the BTM Exit for MQ
>- Troubleshooting the product as a tools administrator.
>
>
> --
>
>
> *Thanks,*
>
>
> *JOHN ERRY CYNET SYSTEMS Inc*
> *je...@cynetsystems.com **Ph:**5716455930
> <(571)%20645-5930>  | **Fx:866.838.0907 <(866)%20838-0907>  | *
> *WWW.CYNETSYSTEMS.COM*
>
> *IT & ENGINEERING CONSULTING*
>
> *How did I do? For feedback please email myfeedb...@cynetsystems.com
>  or call (855) 792-0900 <(855)%20792-0900>*
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Advice going forward

[Jason Miller]

Somebody can correct me if I am wrong but I think AngularJS would be better
to tackle before Node.js. The way I understand you (the developer) uses
Node.js on the machine you are doing development on with Maven and/or Grunt
(still not sure where thee line is drawn). I thought I had heard somewhere
that Node.js is on the server however that might have been in my dreams.

You can use AngularJS to make the view components to use inside Innovation
Suite. I say you *can* because, you can build views inside Innovation Suite
without Angular but if you need to go beyond what Inno Suite current offers
then you can use Angular.

Jason

On Sun, Jan 8, 2017 at 3:45 AM, BradRemedy  wrote:

> **
> Hi Jason
>
> Thanks for the reply. I think I am going to continue and finish learning
> the basics and concepts of Javascript and then I am going to move onto
> Java. Currently I am doing online training however I am going to start
> looking out for some class room based training.
>
> So I would assume that one should focus on Java and Javascript for now
> along with Node which will provide a complete picture.
>
> I think it is great that there will be a market place in the future -
> always great when code can be shared which pushes the entire remedy
> solution further in the market.
>
> Cheers
> Brad
>
> On Sun, Jan 8, 2017 at 11:14 AM Jason Miller 
> wrote:
>
>> **
>> I started learning Java early last year since the platform is now Java as
>> well as I wanted to be able to write plugins. I also figured it will not
>> only help with my Remedy career but would also be a good skill to have in
>> case I need to make a living doing something other than Remedy. Fortunately
>> the new direction with Innovation Suite aligns very well with that path. I
>> have added learning AngularJS and even Node.js to my short list of things
>> to learn in the next month or two.
>>
>> One thing to keep in mind (for those that might not know), you do not
>> need other programming skills to work with Innovation Suite. You can build
>> views, data models and workflow (processes and rules) today without any
>> programming. The reason there is so much talk about other programming
>> languages is because Innovation Suite makes it very easy to use (and reuse)
>> "components" that give extra functionality that the tool doesn't natively.
>> The idea is with a little time, the BMC Marketplace (marketplace.bmc.com)
>> will have components/modules/whatever that others built in other
>> programming languages (and probably even some built in Innovation Suite)
>> that you can download and use on your system.
>>
>> Jason
>>
>> On Sun, Jan 8, 2017 at 12:33 AM, BradRemedy  wrote:
>>
>> ** Hi everyone
>>
>>
>> looking at the new innovation solution from bmc, I feel that I need to
>> start learning some Java and getting ready for what is coming in the
>> future.
>>
>> Over the past few months, I have been learning more JavaScript with plans
>> to use it on the front end. I have no problem learning new technologies,
>> however I wanted to check what plans everyone else has going forward.
>> Are you going to learn Java or are you going to focus on the remedy stuff
>> only and just get help from a java developer when needed?
>>
>> So much to learn and it just feels like I am sprinting on a treadmill and
>> not getting ahead.
>>
>> Any advice / guidance would be appreciated.
>>
>> Cheers
>> Brad
>>
>> _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: Advice going forward

[Jason Miller]

I started learning Java early last year since the platform is now Java as
well as I wanted to be able to write plugins. I also figured it will not
only help with my Remedy career but would also be a good skill to have in
case I need to make a living doing something other than Remedy. Fortunately
the new direction with Innovation Suite aligns very well with that path. I
have added learning AngularJS and even Node.js to my short list of things
to learn in the next month or two.

One thing to keep in mind (for those that might not know), you do not need
other programming skills to work with Innovation Suite. You can build
views, data models and workflow (processes and rules) today without any
programming. The reason there is so much talk about other programming
languages is because Innovation Suite makes it very easy to use (and reuse)
"components" that give extra functionality that the tool doesn't natively.
The idea is with a little time, the BMC Marketplace (marketplace.bmc.com)
will have components/modules/whatever that others built in other
programming languages (and probably even some built in Innovation Suite)
that you can download and use on your system.

Jason

On Sun, Jan 8, 2017 at 12:33 AM, BradRemedy  wrote:

> ** Hi everyone
>
> looking at the new innovation solution from bmc, I feel that I need to
> start learning some Java and getting ready for what is coming in the
> future.
>
> Over the past few months, I have been learning more JavaScript with plans
> to use it on the front end. I have no problem learning new technologies,
> however I wanted to check what plans everyone else has going forward.
> Are you going to learn Java or are you going to focus on the remedy stuff
> only and just get help from a java developer when needed?
>
> So much to learn and it just feels like I am sprinting on a treadmill and
> not getting ahead.
>
> Any advice / guidance would be appreciated.
>
> Cheers
> Brad
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Setting home page view via workflow

[Jason Miller]

RE:  "a better way to position the fields to where I can use one view and
control viability via permissions" are the views drastically different? If
they are largely the same layout and you need to just change some sections
you could try using panels along with "fill" layouts properties. This will
allow blank space to be filled with visible panels/fields.

About the infinite loop you could use a global field as a flag that
controls the loop. A global field will set info in a cookie so the value
will be retained when opening new tabs, etc. So the workflow would be
something like 1) check group membership 2) set the flag field 3) open the
right view if flag field is not null 4) set a default flag that will
control looping in case the flag field isn't set based on group membership.

Another option would be to use the AR System Customizable Home Page and
show your custom form in-line in one of the view fields provided. The
configuration you create that allows users to choose your form has the
option to open a specific view and set permissions on groups that can use
the configuration.

[image: Inline image 1]

Jason

On Thu, Dec 29, 2016 at 10:31 AM, Fawver, Dustin 
wrote:

> **
>
> Greetings!
>
> I have constructed a home page with two different views; one for the
> technicians and one for everyone else.  The fields that I have for the
> 'public' view doesn't apply to the technicians and vice-versa.  Is there a
> way to choose which view the home page displays when it opens based on
> group membership?
>
> I know how to control the view displayed with the Open Window active
> link.  However, attempting that on the home page results in an infinite
> loop.  If someone knows of a better way to position the fields to where I
> can use one view and control visibility via permissions, that would also
> work.  I just didn't want gaps in one view or the other caused by my
> choices of field placement.
>
> I hope this makes sense.
>
> Thanks!
>
> --Dustin Fawver
>
> HelpDesk Technician
> East Tennessee State University
> (423) 439-4648
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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