Re: How to call a .sh script located in remote unix box from the remedy server 8.1 on windows using the FILTER Run Process command?

[Jean-Louis Halleux]

$PROCESS$ fullpathto.bat

In the bat file:
c:\plink -batch -l *** -pw  -m pathto.sh 

Jean-Louis

> On 16 Oct 2017, at 13:17, Abhishek Anand  wrote:
> 
> Thanks for your prompt response.
> Please could you highlight the syntax for the scenario below:-
> 
> Calling the BAT file via filter RUN Process  - $$PROCESS$ command.
> 
> I think some thing is wrong in the syntax as i am able to reach  the desired 
> location so no access issue.
> 
> Please suggest on it.
> 
> Cheers,
> AA.
> 
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Re: How to call a .sh script located in remote unix box from the remedy server 8.1 on windows using the FILTER Run Process command?

[Jean-Louis Halleux]

Hello,

You can also use the -batch flag for the plink command, that will automatically 
avoid prompting for anything.

Jean-Louis

> On 16 Oct 2017, at 12:54, Misi Mladoniczky  wrote:
> 
> **
> Hi,
> 
> I think it might be a problem with the host key, and that when you run it 
> from the ARServer, plink does not know about the key of the foreign unix 
> machine.
> 
> A workaround I saw on the net goes like this, and would requires a slight 
> change to your bat file:
> cmd.exe /c echo y | C:\plink -l  -pw * stemipt 
> /usr/opt/temip_tttls/Runtime/OpenCTI.sh CLOSE "$Request ID$"
> 
> The idea is to automatically say "y" to the host key acceptance prompt.
> 
> https://u1941115.ct.sendgrid.net/wf/click?upn=rCfwYk9dvRtSMEgcmZyTDOJzZTc5-2BuFbghUC8-2FecVY4waJ07OoNDoiO4dkeSW8aZlUOZ5jmlVFyua7efh2g0PrbblNKKXlef9xG9eS035Jg-3D_cufojti4v5Gi1CwX3FSQ1oz2a-2Fp0jHyKJq2uc6Mms3-2F6m4AGmBlAtPaupye9WfDIamghEQYldzbJVxWgUVGRknof50wsfsFWzeiVo3-2F8r0gC-2FUq2pBx8Zt-2B6-2F-2FTZe4hdw77GvJowRYjYVZORxFj0O-2FqBaghGdk-2F6D7HGBPCUpOpqxDT7gMSZ9bc7SgYX4KA74LKmy8yMZGzUPsFSNwGmWQ-3D-3D
>  
> 
> 
> Best Regards - Misi, RRR AB, 
> https://u1941115.ct.sendgrid.net/wf/click?upn=7VZ2B1f3jupFzogQeIN6tnO-2FKFMfq-2BTA58ytrekB1j4-3D_cufojti4v5Gi1CwX3FSQ1oz2a-2Fp0jHyKJq2uc6Mms3-2F6m4AGmBlAtPaupye9WfDIoSPz6Pp7gZv9tyvBE8oappbHqEu2I3B4LXg6dZQhBY5Ozau4Buj8tSVSbMH-2FF-2Blp2qPyFXjqVafS0Q1BOVQRSOFKNLz4JvF-2FbsHm-2Fy9c4Hi920w26Za4QmftGUP4V8MYp3GYPnAE2c2duOM3L1lI8A-3D-3D
>  
> 
>  (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 
> https://u1941115.ct.sendgrid.net/wf/click?upn=SJo55mYUNdVMDFE7yeTOs1Dd8YSM-2FzykkzpVRWz2uXo-3D_cufojti4v5Gi1CwX3FSQ1oz2a-2Fp0jHyKJq2uc6Mms3-2F6m4AGmBlAtPaupye9WfDIsadNk8aWopbpfIhcxTmMOATHskQZ6a5cEDYeMGW4acO9ccc8dcfC6g9g-2BCcICzEkpiCbgIV5RU4CWoyP-2FyMgRQrLu7dM-2F-2BqJ8abaPL5R4PIHkPHpJt9NPmRMhVLyrYM8EvVWsGammYktUPpXKmEmog1GrwF1Zz15o-2FR47x6dAew-3D
>  
> 
> 
> 
> 
> 
> October 16, 2017 12:34 PM, "Abhi$hek"  >> wrote:
> **
> Thanks for your kind response.
> Yes normal TXT files creation is working fine and u can see in my earlier 
> mail that already authentication are provided for the Unix box location.
> Please suggest on how to achieve the filter run process part with the help of 
> any sample
> On 16-Oct-2017 2:28 PM, "Misi Mladoniczky" > 
> wrote:
> 
> Hi,
> 
> So does this script run as expected when you run it manually?
> 
> You have to configure sshd on the unix box to allow remote calls, and you 
> need to set it up with public-key authentication without a passphrase. Or 
> something like that... There are ample instructions on the internet for this.
> 
> Best Regards - Misi, RRR AB, 
> https://u1941115.ct.sendgrid.net/wf/click?upn=7VZ2B1f3jupFzogQeIN6tnO-2FKFMfq-2BTA58ytrekB1j4-3D_cufojti4v5Gi1CwX3FSQ1oz2a-2Fp0jHyKJq2uc6Mms3-2F6m4AGmBlAtPaupye9WfDIzzKmV29jRmuiGhUW4TyOrpMb8sKIspmt-2F7ULQl1q0xiKusLKbAR3KoDR38OP4aOpXLnO-2FWher0LGiY9LpQecVybCskC-2FGCWxzAf1ujJT5T4u3DrfJWd5qTu4d0x7usT9Dn-2FQ9XEu1ejL3CtuKUVh7Kl0MgtVq0icm-2BVsDLgY90g-3D
>  
> 
>  (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 

Re: How to call a .sh script located in remote unix box from the remedy server 8.1 on windows using the FILTER Run Process command?

[Jean-Louis Halleux]

Hello,

Is there any reason to call the bat file from cmd /c, instead of calling it 
directly ?

Best regards,
Jean-Louis

> On 15 Oct 2017, at 08:42, Abhishek Anand  wrote:
> 
> Hi  Experts,
> 
> 
> How to call a .sh script located in remote unix box  from the  remedy server 
> 8.1  on windows using the FILTER Run Process command?
> 
> I have designed the close_tt.bat file in my local system which in turn is 
> calling below script residing on remote server:-
> 
> C:\plink -l  -pw * stemipt /usr/opt/temip_tttls/Runtime/OpenCTI.sh 
> CLOSE "$Request ID$"
> 
> I am using below logic in FILTER Run Process command line but its failing :-
> 
> cmd /c C:\Users\An**\Desktop\close_tt.bat "$Request ID$"
> 
> Early response will be highly appreciated.
> 
> Regards,
> AA
> 
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Re: Can we call shell script on remote server via AL run process command?

[Jean-Louis Halleux]

Because you pass them on the command line or is there a kind of single sign on 
mechanism ?

> On 15 Sep 2017, at 09:28, Abhi$hek <abhi.masc...@gmail.com> wrote:
> 
> **
> No it's not asking for credentials.
> 
> On 15-Sep-2017 11:25 AM, "Jean-Louis Halleux" <supp...@arsmarts.com 
> <mailto:supp...@arsmarts.com>> wrote:
> **
> When you run the bat you created, does it prompt for username and password ?
> 
> Example of line in your bat:
> D:\putty\plink.exe -l  -pw   
> /usr/opt/xxx/Runtime/test.sh CLOSE "%1”
> 
> 
> 
> 
>> On 15 Sep 2017, at 09:09, Abhi$hek <abhi.masc...@gmail.com 
>> <mailto:abhi.masc...@gmail.com>> wrote:
>> 
>> **
>> Yes it seems no space but please could you provide me any sample format for 
>> the bat file which will call .sh file from remote server.
>> 
>> On 15-Sep-2017 10:30 AM, "Jean-Louis Halleux" <supp...@arsmarts.com 
>> <mailto:supp...@arsmarts.com>> wrote:
>> **
>> Dear AA,
>> 
>> Can you confirm you pass username and password (with -u and -pw) on the 
>> command line of plink ? Are there spaces in any of them ?
>> 
>> Best regards,
>> Jean-Louis Halleux
>> ARSmarts Support
>> 
>>> On 14 Sep 2017, at 22:46, Jaffer Mahsoob <jmahs...@gmail.com 
>>> <mailto:jmahs...@gmail.com>> wrote:
>>> 
>>> **
>>> Have you tried running the plink command using psexec (from 
>>> sysinternals/Microsoft) as the system account and seeing if it still works? 
>>>  I assume the AR Server is running as system, so it may be that the putty 
>>> session info isn't available to system, etc...  Something like psexec -s 
>>> plink (whatever the args are), see if plink, when run as system can 
>>> actually execute in the manner you require...
>>> 
>>> Just a thought...
>>> -Jaffer
>>> 
>>> On Thu, Sep 14, 2017 at 12:52 PM, Abhi$hek <abhi.masc...@gmail.com 
>>> <mailto:abhi.masc...@gmail.com>> wrote:
>>> **
>>> Thanks for your kind response.
>>> I have already tried with the simple text file creation and it worked 
>>> perfectly.
>>> 
>>> But it's still fails when I am trying out the required scenario with the 
>>> help of AL or filter.
>>> 
>>> Also via putty the Linux box as well as script is accessible from windows 
>>> Remedy server.
>>> 
>>> On 14-Sep-2017 8:00 PM, "Frank Caruso" <caruso.fr...@gmail.com 
>>> <mailto:caruso.fr...@gmail.com>> wrote:
>>> Have you tried turning on Active Link logging? It may show you whats wrong.
>>> 
>>> Also, what I look to do in situations like this is take the task back to 
>>> simple steps. Forget about the remote call to the server. Just create a 
>>> simple batch file that creates a text file in the calling directory. 
>>> Something like this: echo Hello World  > test.txt. That way you can figure 
>>> out more clearly where your program is not working.
>>> 
>>> Also, this type of logic is better suited for filters than active links. 
>>> What will happen if your active link does run and calls the remote program 
>>> but then a filter runs that stops the submit/modify process for whatever 
>>> reason. Your ALink will then run again which may pose a problem.
>>> 
>>> HTH
>>> 
>>> Frank Caruso
>>> 
>>> ___
>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
>>> <https://u1941115.ct.sendgrid.net/wf/click?upn=3EBUBmWICIYyZkm1MAWufUNWn78afQ4754FPHNDp-2BUUxJjDOQUTx0wm5fRlf0YBAUa-2FFQCyo7lToztcnv9YKY-2BztuAXWfjW8EhuG-2F-2FHLqx7-2BwIW7q8J0U-2F6t9vFOtrUYP-2FuFUIHatLqJABfoExgd-2FD1kG4-2FqDMFvyu00UL1P5lXUv1ePB4wMlVTFDeLym37UwRI9g-2B6qEaK1hrm3tLQhuEOwSPuMuNL-2FFSImrF2Wo22pGnaA5y-2FAvIdsxlvS-2B-2FRsXVqZjFQxX-2BBisTs8BNOisjzCKwThbEpllv2yOphtF-2FeIu1RJFdn5QYyD9SaGXofXjQDNxNs6jhXJpfzahgo7O0znEBcFnjyWHuEHMnTcjAHxJfeKD6D7PRUpcmFol9SHmUet86qrDAhtYI-2BERrjUHI43HDOoOrrnHPRw0EvG6THJR-2FcitkqzC2Sl44eopxM56p6Mcc486JSKWaMo-2BJoArQhxnC5G-2BEz36oL9kENGJHN-2BL1k-2FxjsxHogo-2F6vNdZL74gjpfKIRi93Xfgtymq1aDWZ-2BLzGegutCNwhjrhgMGjBgp9UMdzBWjQ7v9k6ptInogSWgy4IChK86tn13ggVwMVXKpM544azTok5HjLU6vq0a7gJRdWUFUYf19ZSpYSYDAiQoaOgSarD-2B6QvtfccoKlarRn-2BRE25yNyo24v5M1Yq09nBeppVc2D3Ge3RxXmnEba9p1lzmrvqke3QvmfGwIMxx0EFv-2FHRBk96zWSTiWzUBq23LrBRCoHVteyjM3ro2RiH8XnQhSUycRSvTPEATXD8KrmHWFevJjgn35LKBMcanRjjEtXqDk0RNHt1YDjrX4ZrM3Kvzt0R1okTae0z4-2BE4-2FmMlBomIhtqdI4F7wxIuvsDaUwr9PVjNtt2WQKvqV2PRIVjIQcmgqNli970BZ2

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

[Jean-Louis Halleux]

When you run the bat you created, does it prompt for username and password ?

Example of line in your bat:
D:\putty\plink.exe -l  -pw   
/usr/opt/xxx/Runtime/test.sh CLOSE "%1”




> On 15 Sep 2017, at 09:09, Abhi$hek <abhi.masc...@gmail.com> wrote:
> 
> **
> Yes it seems no space but please could you provide me any sample format for 
> the bat file which will call .sh file from remote server.
> 
> On 15-Sep-2017 10:30 AM, "Jean-Louis Halleux" <supp...@arsmarts.com 
> <mailto:supp...@arsmarts.com>> wrote:
> **
> Dear AA,
> 
> Can you confirm you pass username and password (with -u and -pw) on the 
> command line of plink ? Are there spaces in any of them ?
> 
> Best regards,
> Jean-Louis Halleux
> ARSmarts Support
> 
>> On 14 Sep 2017, at 22:46, Jaffer Mahsoob <jmahs...@gmail.com 
>> <mailto:jmahs...@gmail.com>> wrote:
>> 
>> **
>> Have you tried running the plink command using psexec (from 
>> sysinternals/Microsoft) as the system account and seeing if it still works?  
>> I assume the AR Server is running as system, so it may be that the putty 
>> session info isn't available to system, etc...  Something like psexec -s 
>> plink (whatever the args are), see if plink, when run as system can actually 
>> execute in the manner you require...
>> 
>> Just a thought...
>> -Jaffer
>> 
>> On Thu, Sep 14, 2017 at 12:52 PM, Abhi$hek <abhi.masc...@gmail.com 
>> <mailto:abhi.masc...@gmail.com>> wrote:
>> **
>> Thanks for your kind response.
>> I have already tried with the simple text file creation and it worked 
>> perfectly.
>> 
>> But it's still fails when I am trying out the required scenario with the 
>> help of AL or filter.
>> 
>> Also via putty the Linux box as well as script is accessible from windows 
>> Remedy server.
>> 
>> On 14-Sep-2017 8:00 PM, "Frank Caruso" <caruso.fr...@gmail.com 
>> <mailto:caruso.fr...@gmail.com>> wrote:
>> Have you tried turning on Active Link logging? It may show you whats wrong.
>> 
>> Also, what I look to do in situations like this is take the task back to 
>> simple steps. Forget about the remote call to the server. Just create a 
>> simple batch file that creates a text file in the calling directory. 
>> Something like this: echo Hello World  > test.txt. That way you can figure 
>> out more clearly where your program is not working.
>> 
>> Also, this type of logic is better suited for filters than active links. 
>> What will happen if your active link does run and calls the remote program 
>> but then a filter runs that stops the submit/modify process for whatever 
>> reason. Your ALink will then run again which may pose a problem.
>> 
>> HTH
>> 
>> Frank Caruso
>> 
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
>> <https://u1941115.ct.sendgrid.net/wf/click?upn=3EBUBmWICIYyZkm1MAWufUNWn78afQ4754FPHNDp-2BUUxJjDOQUTx0wm5fRlf0YBAl7ol15k-2FOfHmZW5gcCrKfYzNuG9-2BF0C9p-2BRfl2pZg99R-2BMR5ebZCA-2BJOsKHstGL-2FYxAyo7KEVw9aZeQnXPfZ5C1Pp-2BGqK19YODj3-2FJ9-2F59zhvav4Q2-2F0MAq-2BIGmEVjse05s2jXdbQu1a6vpzxzFe6vdYOW00rPK1JPkuIKCPzbHVl-2FwiJDdXTdChksNa2LN6uxI1VrGRS-2B8jJvhDBZIQl2x0hMxTKS1SdURCaMJJj-2Fd6k8xXSD-2BvbiEZZRrnhtFQawPqjfxA2ckFeJ5dvTNMeKg52H8ECEZq5GmXMcTqyy9eEqAsJ1fDzpLqC0bNKLBtvCDdHMWcl6pKfOYpSTk8yCD-2Bmix3-2Bf10AQiIVs-2FXG665A3zv-2BH0JExUWbowvjA9V_cufojti4v5Gi1CwX3FSQ1oz2a-2Fp0jHyKJq2uc6Mms38gn2HMdcagZgT-2BSMm0oMxGsjnN3GdyKO0XyWtDvcA0DKlW2soQoGKxN9kih4o391eHqDggExVj9nAxXRQI5lAKuJQmKNE8QFGOH1fSshIH5tFzxJJJHmu1UhArsma2TOtqA-2BuYUs4dypR7KpqfN98r00dO4q9PxKFxA24hgTmMSQ-3D-3D>
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>> _ARSlist: "Where the Answers Are" and have been for 20 years_
> 
> 
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Re: Can we call shell script on remote server via AL run process command?

[Jean-Louis Halleux]

Dear AA,

Can you confirm you pass username and password (with -u and -pw) on the command 
line of plink ? Are there spaces in any of them ?

Best regards,
Jean-Louis Halleux
ARSmarts Support

> On 14 Sep 2017, at 22:46, Jaffer Mahsoob <jmahs...@gmail.com> wrote:
> 
> **
> Have you tried running the plink command using psexec (from 
> sysinternals/Microsoft) as the system account and seeing if it still works?  
> I assume the AR Server is running as system, so it may be that the putty 
> session info isn't available to system, etc...  Something like psexec -s 
> plink (whatever the args are), see if plink, when run as system can actually 
> execute in the manner you require...
> 
> Just a thought...
> -Jaffer
> 
> On Thu, Sep 14, 2017 at 12:52 PM, Abhi$hek <abhi.masc...@gmail.com 
> <mailto:abhi.masc...@gmail.com>> wrote:
> **
> Thanks for your kind response.
> I have already tried with the simple text file creation and it worked 
> perfectly.
> 
> But it's still fails when I am trying out the required scenario with the help 
> of AL or filter.
> 
> Also via putty the Linux box as well as script is accessible from windows 
> Remedy server.
> 
> On 14-Sep-2017 8:00 PM, "Frank Caruso" <caruso.fr...@gmail.com 
> <mailto:caruso.fr...@gmail.com>> wrote:
> Have you tried turning on Active Link logging? It may show you whats wrong.
> 
> Also, what I look to do in situations like this is take the task back to 
> simple steps. Forget about the remote call to the server. Just create a 
> simple batch file that creates a text file in the calling directory. 
> Something like this: echo Hello World  > test.txt. That way you can figure 
> out more clearly where your program is not working.
> 
> Also, this type of logic is better suited for filters than active links. What 
> will happen if your active link does run and calls the remote program but 
> then a filter runs that stops the submit/modify process for whatever reason. 
> Your ALink will then run again which may pose a problem.
> 
> HTH
> 
> Frank Caruso
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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Re: Filter Notify Action Dropping Fields

[Jean-Louis Halleux]

Hi Kevin,

I remember I had the same issue a long time ago. 
Once, it was related to permissions. If I remember well, the “To” had to have 
access to the defined fields.
Another time, I tried to send a DisplayOnly field in the email, but it did not 
work, as Notify action was executed in phase 2 of filter processing.

Best regards,
Jean-Louis Halleux
ARSmarts Support

> On 03 Feb 2017, at 15:49, Wallace, Kelvin 
> <kelvin.wall...@freshfromflorida.com> wrote:
> 
> **
> 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 
>   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 same information if I list the fields 
> individually – with the exception of the Purchase Date.  This field comes 
> from another field of the type Timestamp, where I have set the field as 
> DATE($Purchase Date) to strip off the time of day.  It seems that 
> concatenating or running a Function to create a value in a field causes the 
> Notify to ignore that field when it generates the email message.  Can anyone 
> shed some light on this issue?
>  
> Thanks,
>  
>  
> Kelvin R. Wallace
> Data Processing Manager
> Office of Agriculture Technology Services
> Florida Department of Agriculture and Consumer Services
>  
> (850) 245-1067 - Office
> (850) 245-1075 - Fax
> kelvin.wall...@freshfromflorida.com 
> <mailto:kelvin.wall...@freshfromflorida.com>
>  
> The Mayo Building
> 407 South Calhoun Street
> Room B-11, Mail Stop M-3
> Tallahassee FL  32399-0800
>  
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Re: Setting 'InstanceId' on AST:* submit?

[Jean-Louis Halleux]

Hello Doug,

Thanks for your explanation. Am I right to say that the instance ID of the 
AST:Attributes form should be the instance ID of the record in the BMC.ASSET 
dataset, and not the one of the record that creates the AST:Attribute if 
created from another dataset ? I guess that in case of a delete in the source 
dataset, but not in the BMC.ASSET dataset, the link on InstanceID between 
AST:Attribute and CI will be broken.

Best regards,

Jean-Louis Halleux
supp...@arsmarts.com



 On 08 Apr 2015, at 08:28, Mueller, Doug doug_muel...@bmc.com wrote:
 
 **
 Jean-Louis,
  
 Well, it is linked with the reconciliation ID as the primary link.  As you 
 note, the reconciliation ID ties the lifecycle to all instances of the CI 
 across datasets.  This is the way things should work in the system and it is 
 one of the big improvements of moving the Asset data out of the CMDB.
  
 However, it is also tied by instance ID.  When an instance is created by 
 loading to the AST join, records are created in the CMDB and in 
 AST:Attributes.  OK so far.  Now, there is no reconciliation ID at this 
 point.  So, how can the records be tied together?  By the Instance ID.  The 
 Instance ID on the AST:Attributes form is the instance ID of the record that 
 caused the AST:Attributes record to be created.  When that instance gets 
 reconciled (identity reconciled), the reconciliation ID is updated on that 
 record – found using the Instance ID.
  
 So, you can see that it is critical that they match.  Otherwise, you could 
 not find the record to update it with the reconciliation ID.
  
 Now, the fact that the AST:* joins are joined on the reconciliation ID is 
 good, but not really sufficient.  Why?  Because all is fine as long as a 
 reconciliation ID is present, but what about before the reconciliation 
 operation?  Well, the CI instance that created it and the AST:Attribute 
 record are joined by the instance ID.
  
 So, the AST:* join criteria really should be that the reconciliation ID match 
 OR the instance ID match.  This gives you everything you get today PLUS you 
 get the CMDB and AST:Attributes records joined before the reconciliation 
 identity job has been run.  We are going to update this join criteria as the 
 standard in the next release.   (this fact of the link being by two different 
 things was noted by Jarl in his message to the list)
  
 So, it is critical that the instance ID is put on the AST:Attributes record.  
 It is the way the reconciliation ID gets set on the AST:Attributes record and 
 it is going to be added to the join critieria to make the join work before 
 reconciliation in the future.
  
 I hope this addresses your question,
  
 Doug Mueller
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG] On Behalf Of 
 Jean-Louis Halleux
 Sent: Tuesday, April 07, 2015 2:26 AM
 To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG
 Subject: Re: Setting 'InstanceId' on AST:* submit?
  
 ** 
 Hello Doug,
  
 To my knowledge, the AST:Attribute is not linked to the CMDB record with its 
 InstanceID, but rather with its ReconciliationID (in Atrium 8.0 at least). 
 This has the effect that one AST:Attribute is related to multiple CI records 
 though different datasets. Of course, those multiple CI records do represent 
 only one physical CI in reality as the records are reconciled. However, I 
 feel a little awkward when I read  It is critical that the Instance ID in 
 the AST:Attribute record match the instance ID”, because you have different 
 instance IDs through different datasets, while only one AST:Attribute.
  
 So my question: “why is it critical” ?
  
 Thanks for your support.
  
 Jean-Louis Halleux
 supp...@arsmarts.com mailto:supp...@arsmarts.com
  
  
  
 On 01 Apr 2015, at 22:52, Mueller, Doug doug_muel...@bmc.com 
 mailto:doug_muel...@bmc.com wrote:
  
 **
 Andy,
  
 It is fine if you want to control the creation of an Instance ID on the CI 
 side.  It just needs to be a GUID.
  
 However, it is not OK to just generate a new GUID for the AST:Attribute 
 record itself.  It is critical that the Instance ID in the AST:Attribute 
 record match the instance ID of a corresponding entry in the CMDB form.
  
 In your case, you are loading to the AST:* join form that joins the CMDB form 
 and the AST:Attribute form.   Workflow there pushes appropriate values to 
 each of the two underlying forms along with the Instance ID field.  Whether 
 that field is generated by workflow or supplied by you, it shouldn’t matter  
 (OK, I am hedging by saying shouldn’t vs. doesn’t but I believe the logic in 
 the system doesn’t overwrite if you supply an instance ID – if it does, you 
 just need to overlay the filter that sets the instance ID to check to make 
 sure it isn’t already set).  From other responses, it has the logic handled 
 correctly.
  
 Just make sure you don’t try and create an Instance ID on the fly for the 
 AST:Attribute form

Re: Setting 'InstanceId' on AST:* submit?

[Jean-Louis Halleux]

Hello Doug,

To my knowledge, the AST:Attribute is not linked to the CMDB record with its 
InstanceID, but rather with its ReconciliationID (in Atrium 8.0 at least). This 
has the effect that one AST:Attribute is related to multiple CI records though 
different datasets. Of course, those multiple CI records do represent only one 
physical CI in reality as the records are reconciled. However, I feel a little 
awkward when I read  It is critical that the Instance ID in the AST:Attribute 
record match the instance ID”, because you have different instance IDs through 
different datasets, while only one AST:Attribute.

So my question: “why is it critical” ?

Thanks for your support.

Jean-Louis Halleux
supp...@arsmarts.com



 On 01 Apr 2015, at 22:52, Mueller, Doug doug_muel...@bmc.com wrote:
 
 **
 Andy,
  
 It is fine if you want to control the creation of an Instance ID on the CI 
 side.  It just needs to be a GUID.
  
 However, it is not OK to just generate a new GUID for the AST:Attribute 
 record itself.  It is critical that the Instance ID in the AST:Attribute 
 record match the instance ID of a corresponding entry in the CMDB form.
  
 In your case, you are loading to the AST:* join form that joins the CMDB form 
 and the AST:Attribute form.   Workflow there pushes appropriate values to 
 each of the two underlying forms along with the Instance ID field.  Whether 
 that field is generated by workflow or supplied by you, it shouldn’t matter  
 (OK, I am hedging by saying shouldn’t vs. doesn’t but I believe the logic in 
 the system doesn’t overwrite if you supply an instance ID – if it does, you 
 just need to overlay the filter that sets the instance ID to check to make 
 sure it isn’t already set).  From other responses, it has the logic handled 
 correctly.
  
 Just make sure you don’t try and create an Instance ID on the fly for the 
 AST:Attribute form.  It must be supplied one that matches the CMDB record it 
 is tied to.
  
 Doug Mueller
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Hicox
 Sent: Wednesday, April 01, 2015 6:35 AM
 To: arslist@ARSLIST.ORG
 Subject: Setting 'InstanceId' on AST:* submit?
  
 ** 
 Hi everyone, 
 
 I have a situatuon where some home grown workflow needs to create CI's.
 
 I'm doing this by pushing fields directly to the AST:* form corresponding to 
 the Class we want to create the CI in, and up to that point it works 
 flawlwssly.
 
 However, I need to pull the 'InstanceId' of the CI I just created back into 
 the form where the workflow fired the push fields (so I can set up 
 relationships, etc).
 
 Doing this reliably has become more of a headache than I'd imagined. There 
 are almost no uniqueness restraints in cmdb (sort of a corollary to Igor's 
 thread about unique indexes).
 
 So there's almost nothing I can search by other than 'InstanceId', that's 
 guaranteed to get 1 or 0 results. 
 so here's my question. What if I generate my own GUID and push it into 
 'InstanceId' on the AST:* form?
 
 Does anyone know of this will break something in asset or cmdb? On the 
 surface, this seems like a legitimate thing to do, but just wondering if 
 anyone has been down this road before?
 
 -Andy
 
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.Net api 64 bit version

[Jean-Louis Halleux]

Hello listers,

Does anyone know about a 64 bit version of the .net api ? Are there any plan to 
make them one day ?

Thanks a lot for your input.

Jean-Louis Halleux
http://mailtrack.me/tracking/raWzMz50paMkCGR2ZGp1AQVjZGRzMKWjqzA2pzSaqaR9ZGRjZmpmAGt2Way2LKu2pG0mZwDjAmN0BQRjZD

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Re: Atrium Integrator and AROutput plugin

[Jean-Louis Halleux]

Hi Janie,

I do not run the pentaho jobs in the AI console. I am not satisfied with the 
way it works. But I can tell you that there is no way to my knowledge, in a 
merge operation, to know if a record was created or updated.

Best regards,

Jean-Louis Halleux
supp...@arsmarts.com



On 06 Nov 2014, at 19:18, Janie Sprenger jrsrem...@gmail.com wrote:

 **
 Thanks Jean
  
 The mapping part is fine and you are correct in stating that it has the same 
 look/feel/functionality as the Data Import Tool.  The records are either 
 creating or updating in Remedy as indicated in the Transformation mapping and 
 that works swimmingly well. 
  
 What I'm trying to find out is whether the execution results differentiate 
 between creation and update when using the AROutput plugin. 
 The Pentaho Spoon Guide states that the 'Updated' logging option records the 
 number of lines updated in the database. 
 In Remedy, the UDM transformation logging form contains a field for Updated, 
 the log settings in the transformation are mapped to the AROutput step, but 
 the Logging only sends information to the 'Output' log option (lines written 
 to the database or what I would guess is the equivalent of Created) even when 
 records are being updated only. 
  
 Are you running Pentaho Jobs in the AI Console?  And if so, does the Records 
 Updated value ever show more than 0 for you?
 
 On Wed, Nov 5, 2014 at 11:32 PM, Jean-Louis Halleux supp...@arsmarts.com 
 wrote:
 Hello Janie,
 
 The AROutput plugin behaves exactly as the old Remedy Import Tool. It does a 
 Merge action, which either creates or updates data. If you select the 
 “Matching Request ID” option (which is done by default I guess), you must map 
 the Request ID field in the output mapping. If you provide your own 
 qualification to match the inserted data to the existing one, you are not 
 obliged to do so.
 Be aware that when you import data in a join form (like the 
 BMC.CORE:BMC_ComputerSystem form), you must map the Request ID (I have spent 
 some hours trying to find why my mapping did not work, and my conclusion was 
 that inserting data in a join only work when matching request ID).
 
 Best regards,
 
 Jean-Louis Halleux
 supp...@arsmarts.com
 Looking for a way to understand your ARS worklfow ? Go 
 tohttp://http://mailtrack.me/tracking/raWzMz50paMkCGR1BGp5BGR3AGLzMKWjqzA2pzSaqaR9ZGRjZmpmAGt2Way2LKu2pG0mZGD2AQNlAwZjZN
 
 On 05 Nov 2014, at 19:41, Janie Sprenger jrsrem...@gmail.com wrote:
 
  **
  Has anyone worked with the AROutput plugin in Pentaho spoon/AI to know if 
  the plugin will separate Transformation Run Detail results between Records 
  Created and Records Updated when the output either creates or updates 
  records in the DB?
 
  What I am observing is that the output is recording everything as 'Record 
  Created' even when the Step is set to update matching IDs and is actually 
  doing so.
 
  Wondering if others are seeing the same or have been able to configure 
  something that allows for the differentiation in Run Details.
 
  ARS/Atrium Core/AI 8.1
 
 
  Thanks,
  Janie
  _ARSlist: Where the Answers Are and have been for 20 years_
 
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Re: Atrium Integrator and AROutput plugin

[Jean-Louis Halleux]

Hello Janie,

The AROutput plugin behaves exactly as the old Remedy Import Tool. It does a 
Merge action, which either creates or updates data. If you select the “Matching 
Request ID” option (which is done by default I guess), you must map the Request 
ID field in the output mapping. If you provide your own qualification to match 
the inserted data to the existing one, you are not obliged to do so. 
Be aware that when you import data in a join form (like the 
BMC.CORE:BMC_ComputerSystem form), you must map the Request ID (I have spent 
some hours trying to find why my mapping did not work, and my conclusion was 
that inserting data in a join only work when matching request ID).

Best regards,

Jean-Louis Halleux
supp...@arsmarts.com
Looking for a way to understand your ARS worklfow ? Go to 
http://mailtrack.me/tracking/raWzMz50paMkCGR1BGZjAGZ4ZmVzMKWjqzA2pzSaqaR9ZGRjZmpmAGt2Way2LKu2pG0mZGVkZmx4AGRjBt

On 05 Nov 2014, at 19:41, Janie Sprenger jrsrem...@gmail.com wrote:

 **
 Has anyone worked with the AROutput plugin in Pentaho spoon/AI to know if the 
 plugin will separate Transformation Run Detail results between Records 
 Created and Records Updated when the output either creates or updates records 
 in the DB?
  
 What I am observing is that the output is recording everything as 'Record 
 Created' even when the Step is set to update matching IDs and is actually 
 doing so.
  
 Wondering if others are seeing the same or have been able to configure 
 something that allows for the differentiation in Run Details.
  
 ARS/Atrium Core/AI 8.1
  
  
 Thanks, 
 Janie
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: choosing fields to be included in email notification

[Jean-Louis Halleux]

If you want a more dynamic solution, instead of creating a filter per field 
that need to be included, you could take advantage of the 
Application-Copy-Field-Value process action, and then loop on a configuration 
form that would contain the fieldids of fields that need to be included. After 
developing this code, you could just add new lines in the configuration form.

Best regards,

Jean-Louis Halleux
supp...@arsmarts.com


On 28 Oct 2014, at 16:46, Serouche Rahimpour srahi...@partner.eso.org wrote:

 **
 Hi LJ,
 Many thanks for the crystal clear explanation.
 sr
  
  
  
  
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@arslist.org] On Behalf Of LJ LongWing
 Sent: Friday, October 24, 2014 4:16 PM
 To: arslist@arslist.org
 Subject: Re: choosing fields to be included in email notification
  
 **
 Serouche,
 I have done something similar to this in the past.  Sothe way you do it 
 is with a series of filters, one filter for each field needing to be 
 included.  For each field/filter, check to see if it's designated to be 
 included in the notification, if it is, copy the contents of that field into 
 a tmp field that you are 'building'.  Be sure to include 'fieldname: 
 fieldvalue' with an enter character, or something similar.
  
 Then, after the field list is built, you can then send a notification with 
 any other text you want and include that built up text field.
  
 On Fri, Oct 24, 2014 at 2:08 AM, Serouche Rahimpour 
 srahi...@partner.eso.org wrote:
 **
 Dear experts,
  
 One new requirement is to let the users chose which field should be included 
 in an email notification.
 Like on form A there will be some check boxes which will then refer to some 
 fields of form B.
 When a modification will occur on form B, the “tagged” fields could be 
 included in a mail notification.
 I personally believe The idea itself is sort of out of space. But that’s a 
 new requirement.
 Any ideas/tips on how it is possible to implement such workflow would be 
 greatly appreciated.
 Best greetings
  
 Serouche
  
 PS: the current environment is ARS 7.5 patch 7 banana installation
  
 _ARSlist: Where the Answers Are and have been for 20 years_
  
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Re: User belonging to Task assigned group is not able to modify the Task Request

[Jean-Louis Halleux]

Hello Rasmus,

I already saw this error message, and it does not come from the Task, but from 
the Change. When the Task is updated, there is somewhere in the filter sequence 
a Push field action that updates the parent change, and the connected user is 
not allowed to update this change. My feeling is that the filter 
INT:CHGTMS:TAS:EventStatusChange_change that makes a push to Change is not 
correct. It should push to CAI:Event Parameters and CAI Event.

Best regards,

Jean-Louis Halleux
supp...@arsmarts.com



On 31 Jan 2014, at 13:26, Rasmus JORGENSEN rasmus.jorgen...@steria.dk wrote:

 **
 Hi all
  
 I am facing a big issue regarding tasks. I’ve tried to explain the situation 
 below:
  
  
 User belonging to Task assigned group is not able to modify the Task Request
  
 Change created by member of support group A
 Change Coordinator Group = support group A
 Change Manager Group = support group B
 Task assigned to = support group C
 A user with change user permission and belong to support group C. 
  
 Task Phase Management is enabled.
 
 After moving the change request further to Scheduled status, user opens the 
 task. 
 At this stage the task is getting opened in Modify mode however when user try 
 to update something, 
 workflow execute below error message:
 You do not have access to modify this request. (ARERR 48731)
 ACTUAL RESULTS:
 User belonging to Task assigned group is not able to modify the task
 EXPECTED RESULTS:
 User belonging to Task assigned group should be able to modify the task
 
 ENVIRONMENT:
 =
 ITSM 8.1 Patch 2
  
  
 I have patched the environment with patch 2 and also tried manually to 
 implement the hotfix below. Still the same issue.
  
 See knowledge article: KA304431
 Ref.: https://kb.bmc.com/infocenter/index?page=contentid=S:KA304431
  
  
 Best regards
 Rasmus
  
 Oplev Steria: www.steria.dk  www.steria.com
 
 Steria leverer IT-baserede forretningsydelser til offentlige og private 
 virksomheder over hele verden. Vi arbejder typisk som en ”Trusted 
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 forretning. Vores 20.000 medarbejdere arbejder på tværs af 16 lande for at 
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Re: Decrypt AR User password

[Jean-Louis Halleux]

Then another question: how does ARS know that the value you submit in an arx 
file containing users and passwords is the hash, and not the value in clear 
text ?

Thanks
Jean-Louis Halleux
supp...@arsmarts.com



On 06 Jan 2014, at 15:52, Grooms, Frederick W frederick.w.gro...@xo.com 
wrote:

 Export/Import works because both systems are ARS servers.  You are not 
 decrypting/encrypting the password, just copying the encrypted value from one 
 server to another. It is just like having to restore a backup.  
 If you look at the export you will see it is the hashed value.
 
 Fred
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Jean-Louis Halleux
 Sent: Monday, January 06, 2014 1:54 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Decrypt AR User password
 
 Hello Doug,
 
 I have then a question if you cannot decrypt a password: how can you export 
 data from the user form (including the password field), and then import it to 
 another server (with the password field) ? I tried it a long time ago, and it 
 used to work: users had access to the new server.
 
 Best regards,
 
 Jean-Louis Halleux
 supp...@arsmarts.com
 
 
 
 On 02 Jan 2014, at 18:35, Mueller, Doug doug_muel...@bmc.com wrote:
 
 Several comments on this thread.
 
 First...
 
 There is no way to get a user's current password.  PERIOD. It is not 
 possible.  We
 in fact do not ever store the user's password in our system.  We store a 
 one-way
 hashed copy of the password.
 
 When validating a user, we hash the password they give us and compare to the 
 hashed
 password we have stored.  We cannot take the hashed password and regenerate 
 the
 original password.
 
 This is the most secure method for handling passwords in the system.  And, 
 no one,
 not even an Administrator, can ever get the password that a user has defined.
 
 This is important because users generally use the same password for many 
 things so
 if you could reverse engineer their password you could gain access to other 
 things
 that that user has access to.  This is not possible with the strategy we use.
 
 Now, on to the question about wanting to verify a user.
 
 If you are coming in from a client or from workflow and you are the user and 
 you
 want the user to verify their own password, the Application-Confirm-Password
 operation will work.  NOTE that this is verifying the password of the 
 CURRENT user
 session.  There is no ability for one user to use this command to verify the
 password of another user.
 
 If you are coming in from an API program, simply issue a call like 
 ARVerifyUser
 and supply the user name and password (and authentication information if 
 that is
 required) and validate the user.  If you want to run the program as a 
 different
 user than the user whose password you are changing, just use different 
 control
 records for the program and the call to the ARVerifyUser (remember to 
 terminate
 both sessions).  This will validate the password for the user as you are 
 logging
 them into the system.
 
 Note that if using external authentication, your password is not in the AR 
 System
 at all so you likely should be changing it through another mechanism 
 supplied by
 the external source.  If you are using external authentication directly, you 
 can
 still validate a users password using the above techniques.
 
 Now, if using SSO, there is another layer going on.  The AR System NEVER 
 sees the
 user's password at all.  That is intercepted at the SSO level.  So, there is 
 no
 way to validate the user's password through the AR System if using SSO 
 (unless of
 course you write a custom interface to wherever SSO is validating things and 
 you
 pass through that custom logic.
 
 
 I hope this is helpful in solving your situation.
 
 Doug Mueller
 
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Kulkarni, Adhwari
 Sent: Thursday, January 02, 2014 1:06 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Decrypt AR User password
 
 Hi James,
 If you want to validate a user and change its password using API, you can 
 simply create an instance of ARServerUser (Changes as per C/Java code) and 
 pass the username and password that the user has entered.
 By just trying to do a .login(), you should be able to check if it's a valid 
 user or not. Also, you can use the setPassword() method to change the 
 password.
 Also, you should not pass the passwords from field ID 102 to the APIs. The 
 password passed through field 102 is hashed and not encrypted. If you need 
 to confirm the password, pass it through field ID 123.
 
 Regards,
 Adhwari
 The opinions, statements, and/or suggested courses of action expressed in 
 this E-mail do not necessarily reflect those of BMC Software, Inc.  
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of James Smith

Re: Decrypt AR User password

[Jean-Louis Halleux]

Hello Doug,

I have then a question if you cannot decrypt a password: how can you export 
data from the user form (including the password field), and then import it to 
another server (with the password field) ? I tried it a long time ago, and it 
used to work: users had access to the new server.

Best regards,

Jean-Louis Halleux
supp...@arsmarts.com



On 02 Jan 2014, at 18:35, Mueller, Doug doug_muel...@bmc.com wrote:

 Several comments on this thread.
 
 First...
 
 There is no way to get a user's current password.  PERIOD. It is not 
 possible.  We
 in fact do not ever store the user's password in our system.  We store a 
 one-way
 hashed copy of the password.
 
 When validating a user, we hash the password they give us and compare to the 
 hashed
 password we have stored.  We cannot take the hashed password and regenerate 
 the
 original password.
 
 This is the most secure method for handling passwords in the system.  And, no 
 one,
 not even an Administrator, can ever get the password that a user has defined.
 
 This is important because users generally use the same password for many 
 things so
 if you could reverse engineer their password you could gain access to other 
 things
 that that user has access to.  This is not possible with the strategy we use.
 
 Now, on to the question about wanting to verify a user.
 
 If you are coming in from a client or from workflow and you are the user and 
 you
 want the user to verify their own password, the Application-Confirm-Password
 operation will work.  NOTE that this is verifying the password of the CURRENT 
 user
 session.  There is no ability for one user to use this command to verify the
 password of another user.
 
 If you are coming in from an API program, simply issue a call like 
 ARVerifyUser
 and supply the user name and password (and authentication information if that 
 is
 required) and validate the user.  If you want to run the program as a 
 different
 user than the user whose password you are changing, just use different control
 records for the program and the call to the ARVerifyUser (remember to 
 terminate
 both sessions).  This will validate the password for the user as you are 
 logging
 them into the system.
 
 Note that if using external authentication, your password is not in the AR 
 System
 at all so you likely should be changing it through another mechanism supplied 
 by
 the external source.  If you are using external authentication directly, you 
 can
 still validate a users password using the above techniques.
 
 Now, if using SSO, there is another layer going on.  The AR System NEVER sees 
 the
 user's password at all.  That is intercepted at the SSO level.  So, there is 
 no
 way to validate the user's password through the AR System if using SSO 
 (unless of
 course you write a custom interface to wherever SSO is validating things and 
 you
 pass through that custom logic.
 
 
 I hope this is helpful in solving your situation.
 
 Doug Mueller
 
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Kulkarni, Adhwari
 Sent: Thursday, January 02, 2014 1:06 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Decrypt AR User password
 
 Hi James,
 If you want to validate a user and change its password using API, you can 
 simply create an instance of ARServerUser (Changes as per C/Java code) and 
 pass the username and password that the user has entered.
 By just trying to do a .login(), you should be able to check if it’s a valid 
 user or not. Also, you can use the setPassword() method to change the 
 password.
 Also, you should not pass the passwords from field ID 102 to the APIs. The 
 password passed through field 102 is hashed and not encrypted. If you need to 
 confirm the password, pass it through field ID 123.
 
 Regards,
 Adhwari
 The opinions, statements, and/or suggested courses of action expressed in 
 this E-mail do not necessarily reflect those of BMC Software, Inc.  
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of James Smith
 Sent: 01 January 2014 19:35
 To: arslist@ARSLIST.ORG
 Subject: Re: Decrypt AR User password
 
 Thanks LJ Longwing
 
 I tried executeSpecialCommand as well but its generating same exception.
 
 I saw a new method - ExecuteProcessForActiveLink but I need to pass the 
 activelink name as an argument for this method.
 
 It seems there is no way to validate users password.
 
 Happy New Year.
 
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Re: API : Override ARERR [9084] User is currently connected from another machine

[Jean-Louis Halleux]

Hello,

If you grant Administrator permissions to the user, this error message does not 
come up.

Best regards,
Jean-Louis Halleux
supp...@arsmarts.com



On 30 Nov 2013, at 20:25, Sweety sweetykhann...@gmail.com wrote:

 Hi Experts,
 
 I am frequently getting the error ARERR [9084] User is currently connected 
 from another machine for some users who are already connected from another 
 machine.
 
 I tried below settings in my API code to override this but it is not working
 
 server.Login(servername, UName, Passwd)
 server.SetSessionConfiguration(Constants.AR_SESS_OVERRIDE_PREV_IP, 1)
 
 Please help me to fix this problem.
 
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Re: Target date Calc

[Jean-Louis Halleux]

Hello David,

I do agree with the note from Brian, but simply changing the syntax of your 
query should be enough to take advantage of an index on the target date field. 
Here is how:
('105261' = $\DATE$ + 86400 - 60*60*1 OR '105261' = $\NULL$) AND 
'Status'  Resolved

In fact, you need to isolate the field from the math operations.

Best regards,
Jean-Louis Halleux
supp...@arsmarts.com



On 27 Nov 2013, at 19:33, Brian Goralczyk bgoralczyk.w...@gmail.com wrote:

 **
 David,
 
 I am happy that it is working, but I would caution you against doing math on 
 the field value.  It put a lot of extra work on the database.  You are much 
 better doing the math against the variable and look for fields that fall 
 within that range.  Particularly if you have an index on that field.  If you 
 do, doing math against it invalidates the index.
 
 It might help to verbalize your qualification.
 
 I want records where today plus a day minus field value is greater than or 
 equal to 3600 or the field value is null and status is less than resolved.
 
 I would recommend instead,
 I want records where status is less than resolved and field value is 
 between midnight today and midnight tomorrow or value is null.
 
 I think you will find a substantial performance gain with the revision.
 
 HTH,
 
 Brian Goralczyk
 
 
 On Wed, Nov 27, 2013 at 12:07 PM, David Boylan david_boy...@brown.edu wrote:
 Thanks Brian.
 
 I ended up using this - ((($\DATE$  + 86400) - ( '105261') = ((60 * 60) 
 * 1))   OR  ('105261' =  $\NULL$ )) AND  'Status'   Resolved
 
 This worked.
 
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Re: Email Notification Questions

[Jean-Louis Halleux]

Hello Kevin,

I did it some time ago on an ITSM 7.5 server. I effectively used the email 
address field from the com:company table, and I made another customisation in 
ITSM so that I was able to use html templates in all outgoing notifications. I 
also added the ability to update tickets when end-users answer to the email. If 
you are interested, I can give you the def files.

Best regards,
Jean-Louis Halleux
ARSmarts Support


On 25 Jul 2013, at 22:13, Kevin Shaffer kevin_l_shaf...@hotmail.com wrote:

 **
 All
  
 ARS - 7.6.04 SP4
 ISTM - 7.6.04 SP4
 Multi-Tenancy - Yes
  
 We have 120+ unique companies.  We currently have one mailbox configured.  So 
 every email comes from rem...@xyz.com.  All of the 120 companies have their 
 own helpdesk.  I have been challenged to come up with a solution for the 
 following requests.
  
 1.  The from address on the outgoing email should relate to the requested for 
 company, i.e.  If Requested For is Company A, then the from address on the 
 outgoing email should be compa...@xyz.com, If Requested For is Company B, 
 then the from address is compa...@xyz.com, etc.
  
 2.  The phone number is different for every company help desk.  They want the 
 footer on every email to have the correct contact number.   i.e.  If 
 Requested For is Company A, then the phone number for Company A is (xxx) 
 xxx-.  If Requested For is Company B, then the phone number for Company B 
 is (xxx) xxx-.  
  
 Has anyone else had a similar requirement that can share any lessons learned 
 or how they met the requirement? 
  
 Thanks
 Kevin
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Re: Migrating Filters with Web Service actions from test server to production

[Jean-Louis Halleux]

Paul,

If the passwords of test and prod can be the same, you might be interested in 
our approach:
- on remedy prod server, create an alias to production web service in the 
/etc/hosts file
- on remedy test server, create the same alias to test web service in the 
/etc/hosts file
In filters, use the alias as endpoints, so you can just migrate the filters 
from test to prod.

Best regards,
Jean-Louis Halleux
ARSmarts s.a.

On 13 Jun 2013, at 17:57, Longwing, Lj llongw...@usgs.gov wrote:

 **
 Paul,
 when faced with the EXACT same scenario a few jobs ago, we opted for a 
 'copies' approach, but instead of $SERVER$, we did a lookup on a form for 
 which environment THIS server should be running against 'this run', then the 
 filter fired for that environment (allowed for dynamic pointing of dev to qa, 
 qa to prod, etc, usefull for reproducing prod issues in dev and such)...but 
 it was the most effective manner we found.
 
 I'm told (but haven't tested) that the Atrium Web Services Registry allows 
 for this type of dynamic changing of things...but if you are completely 
 custom, with no ITSM in house...then you don't have that infrastructure.
 
 For what it's worth, to make our copies we exported to XML Def, made the 
 changes to the filter name/other properties, imported new copy, using same 
 def, made additional changes for additional environment, import, repeat as 
 necessary.
 
 in our environment we had 10 servers that needed copies, and about 30ish 
 places we called web services...so yes...that's allot of workflow, but in the 
 end it was the most flexible solution that worked extremely well for us.
 
 
 On Thu, Jun 13, 2013 at 9:49 AM, Campbell, Paul (Paul) p...@avaya.com wrote:
 **
 This is going to be a bit wordy, so hang with me
 
  
 
 My custom Remedy environment integrates with an Oracle Fusion Middle Ware 
 server to perform Web Service operations for a third Party app (Siebel) and 
 the filters we build have the user, password, and end points imbedded in the 
 filter actions, so that when me move the filters from our test environment to 
 production, we have to edit the end points and passwords (the usernames are 
 the same, but the passwords are different between test and production.).  The 
 way me make this change now is either edit the def file in XML format (a 
 remedy def would be way too hard because of line breaks) and manually change 
 the endpoint (we can look this up from a control record now) and change the 
 encrypted password, or we make two copies of the filter, one with Test values 
 and one with production values and use $SERVER$ LIKE “q%” for test or 
 $SERVER$ LIKE “p%” for prod.  We have 50 or more filters with Web Service 
 actions, so this gets unruly really quick.  The authentication for the Oracle 
 FMW is basic endpoint authentication using the user and password you used to 
 load the WSDL from the FMW URL (using the login button on the web service 
 action), no WSS authentication, etc.
 
  
 
 My question is, does anyone know of an easier way to make these changes other 
 than opening up the XML formatted Def in a text editor or duplicate filters?  
 I’ve tried awk and regex statements, but it just seems a little too hokey for 
 me.  I’m even ok with writing a java app that reads the def file, modifying 
 the data and re-writing the def, granted I’m looking for a little easier way 
 than that. 
 
  
 
 My ultimate goal would be to use the Object Modification Log to produce my 
 defs for source control and make my migration packages from there, but the 
 object Modification log only stores remedy defs, not XML.
 
  
 
 Paul Campbell  | Development Team Lead  |  TSD SSBL, A2R WFE, and ESP Remedy 
 Team |  Avaya Client Services  |  
 
 |  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA  30009  | 
 678-421-5342
 
  
 
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Re: No response from Web Service

[Jean-Louis Halleux]

Hello,

I had the exact same issue for another OOTB web service 
(SRM_RequestInterface_WS). I found that there was an issue with the Start and 
Max values of the web service. When those values are set, the query tries to 
retrieve all rows from the DB (even if they are set to low values), and it of 
course times out due to the high number of rows to retrieve. I removed the 
Start and Max values, and the problem was solved. It is ITSM 7.6, and ARS 7.5 
p8 on Oracle.

Best regards,
Jean-Louis Halleux
ARSmarts Support

On 22 May 2013, at 20:45, Cecil, Ken kce...@hubbell.com wrote:

 **
 I am testing calls to some of the OOTB ITSM Web Services. Many appear to be 
 working fine. However, the most important one that we’d like to use 
 (HPD_IncidentInterface_WS to pull up a list of users Incidents on our 
 Intranet Portal) is not returning a response and the SOAP UI tool just times 
 out after about a minute of waiting for a response.
  
 I used Fiddler to see the http traffic. I can see were SOAP UI is sending the 
 request to the Mid Tier but there is absolutely no response traffic. As a 
 control I do receive a response from the TMS_TaskInterface web service.
  
 Has anybody else already run into this. I haven’t modified the web services. 
 Is there something simple I have overlooked?
  
 Here is the call I am making.
  
 soapenv:Envelope xmlns:soapenv=http://schemas.xmlsoap.org/soap/envelope/; 
 xmlns:urn=urn:HPD_IncidentInterface_WS
soapenv:Header
   urn:AuthenticationInfo
  urn:userNameUserName/urn:userName
  urn:passwordPassword/urn:password
   /urn:AuthenticationInfo
/soapenv:Header
soapenv:Body
   urn:HelpDesk_Query_Service
  urn:Incident_NumberINC00359107/urn:Incident_Number
   /urn:HelpDesk_Query_Service
/soapenv:Body
 /soapenv:Envelope
  
  
 Also, If I put in an invalid username/password combination I do get an error 
 response back right away.
  
 This is  ITSM 7.6 and ARS 7.5.0 patch 008, Windows 2008, MS Sql, Tomcat and 
 IIS
  
  
 Thanks,
 Ken.
 
 
 
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Re: Filter - Webservice

[Jean-Louis Halleux]

Mark,

I already had the exact same issue on a (too) fast machine with the standard 
ITSM application (change module). Here is my explanation for a change ticket 
(the behaviour I noticed was by design, so I have never found a real solution). 
Basically, it is due to multithreading.

The normal behaviour is the following
- Hit the save button of a change ticket
- Process the filters (phase 1)
- Commit to the DB
- Process the actions of phase2 filters

Now imagine this scenario:
During level 1 phase, you can run set action or push action (as long as the 
filter name ends with `!). Imagine you push a command to the CAI. Another 
thread (the CAI thread) is monitoring the CAI queue, and might execute the 
command before the Commit of the normal flow. So in fact the sequence is this:

- Hit the save button of a change ticket
- Process filters of phase 1
= Triggers push to CAI
- CAI processes command
= Modifies something in the ticket we started with. Initial commit is 
not yet executed, so filters are executed exactly as in the initial transaction
= Commit is done for this action
= Process phase 2 filters
- Commit is done in the DB for the initial action
- Process phase 2 filters.

In my case, my change requester sometimes received 2 notifications for the 
creation of one change. 

I hope this helps you a little.

Best regards,
Jean-Louis Halleux
ARSmarts Support




On 07 May 2013, at 14:46, Govind M govind@wipro.com wrote:

 **
 Is there any possibility on this scenario like opening a record in two 
 windows or clients. One console gets the change and triggered the filter A on 
 save. And if the user tries to make the same changes in second console and 
 click save. The second save will have the transaction values which qualifies 
 for filter Runif to trigger. I am not sure. But it would throw an error like 
 “This form was modified by another user and making changes and save would 
 override it”. Pls correct me if am wrong.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
 Sent: Thursday, May 02, 2013 7:24 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Filter - Webservice
  
 **
 Does another filter which fires before this one set field2=No? If so maybe 
 the response to web service call is modifying the record, workflow sets 
 field2 to No and the cycle starts over when filter A fires again.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Govind M
 Sent: Thursday, May 02, 2013 7:51 AM
 To: arslist@ARSLIST.ORG
 Subject: Filter - Webservice
  
 **
 I have been looking into one scenario to reproduce in test env but I just 
 confused more on this. It is like I have a filter with below syntax,
  
 Filter name  : Filter A
 Filter runif:  field1 = abdc AND field2 = No
 Actions :  Set field  - field 2 = Yes
Set field   - Trigger 3rd party webservice.
  
 After firing the filter A for first time, field2 was set to the value “Yes” 
 and triggered the wbs request to a middle ware app for a record.  After few 
 minutes, the same request has been triggered thrice with the intervals of 
 milliseconds which make me to think, after the value change in Runif field2, 
 is it possible to trigger the filter again? L From the user tool wise, there 
 is no track of changes in the record and we don’t have logs as well. I 
 suspect this can’t be by user action, since it of milliseconds interval.
  
 Does any come across in ARS 7.1 patch 8 in solaris box.?  Any solutions/ 
 ideas are much appreciated to reproduce/resolve.
  
 Regards,
 Govind
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Re: ARDBC Unique Column

[Jean-Louis Halleux]

Hello,

In one of our customer's LDAP server, I found once the attribute uid to be 
unique. Maybe your records have the same attribute.
In my personal LDAP server (openLDAP), the entryUUID was the best unique 
attribute I could find (it was a hidden attribute directly managed by the 
openldap server).

Best regards,
Jean-Louis Halleux
ARSmarts Support

On 26 Nov 2012, at 22:44, Grooms, Frederick W frederick.w.gro...@xo.com 
wrote:

 We use the uSNCreated attribute which should be a timestamp of when the 
 record is created.
 
 Fred
 
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
 Sent: Monday, November 26, 2012 12:19 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: ARDBC Unique Column
 
 According to BMC there isn't an option to to make a case-sensitive search to 
 LDAP, and that it appears LDAP can be configured to be either case sensitive 
 or case-insensitive. In our case it is case-insensitive which causes issues 
 trying to find a  trully uniique column. 
 
 Does anyone else know of a column in LDAP that would be conidered unique, 
 like a GUID of some kind? I have tried to find such a column but there are 
 are more than 1000 columns to look at.
 
 Does anyone know whether it is possible to use two or more LDAP columns as 
 the the unique key?
 
 Thank you
 
 Frank C
 
 
 
 
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Re: 1=1 and 1=2 Query Usage...

[Jean-Louis Halleux]

Hi,

My opinion about this is a little different from Misi's. Of course he is right 
as always, but the empty qualification means TRUE in a Set Field If, while it 
means FALSE in a Push Field If, and I personally don't like this difference.

So in a push field if qualification where I want to make sure it returns false, 
I use '1'  0 which is always false, but also always fast.

Best regards,
Jean-Louis Halleux
ARSmarts Support

On 23 Nov 2012, at 16:41, Misi Mladoniczky m...@rrr.se wrote:

 Hi,
 
 Doing the 1=2/0=1 is bad practice in Push-Fields.
 
 You should have the qualification blank and set the If Any Request Match
 to Do Nothing. This will prevent accessing the database altogether.
 
 Some databases perform a table-scan on such a qualification...
 
 The only time I use it is when I want to run an Escalation Else action
 every time the escalation runs. But in those cases I usually have a form
 with zero records in it, which makes it fast anyway.
 
Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
 
 Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.
 
 Hi,
 
 you can use it when you want to be sure that no requests match your
 qualification, for example when you need a push fields action to create a
 new request.
 I never use it though, I prefer 0=1.
 
 Happy Friday!
 Regards Michael
 
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Jithin T.R
 Sent: Friday, November 23, 2012 1:38 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: 1=1 and 1=2 Query Usage...
 
 ** Can you give us some examples of using 1=2 in remedy and what is the
 benefit?
 
 Jithin
 On Fri, Nov 23, 2012 at 5:28 PM, Abhishek Gupta
 mailsabhi2...@gmail.commailto:mailsabhi2...@gmail.com wrote:
 lways false
 
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