Remedy & libumem on Solaris

[Kevin Murray]

Hi All,

I’ve seen recently on the list some discussions about using the libumem 
memory allocator on Solaris instead of the default memeory manager wrt 
Remedy. It's usage appeared to result in a performance improvement. A 
number of KB article talk positively about it's usage, but in general 
terms.

Are there any sites using this memory allocator (libumem) with Remedy 
7.1.x, with a local Oracle database (10g client/9i database) running 
Solaris 9? 

We are contemplating this change, and I’d appreciate any comments on what 
your experience has been for a similar build – positive/negative?

The articles/KB make reference to a slightly larger memory footprint, what 
% has it been in your experience (appreciate mileage can vary)

Thanks In Advance,
Kevin 

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ARS 7.1/MS SQL 2008 - Anyone?

[Kevin Murray]

Hi List,

 

We are trying to install AR 7.1 against a  MS SQL Server 2008 remote instance 
(both servers are Windows 2003), but we're encountering an issue whereby the 
remedy service will not start. Is anybody running ARS 7.1 against a MS SQL 
Server 2008 successfully? the OS is Windows 2003. This combo isn't explicitly 
listed in the compatibility matrix. Keen to hear if others have this specific 
configuration working, unfortunately upgrading to AR 7.5 isn't a runner at this 
time as the CS/SLA combo apps in-use aren't supported on same.

 

Kind Regards,

Kevin

 

 

 


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Web Services & Proxy

[Kevin Murray]

Hi ,

Server Env: AR 7.0.1 Patch 5, Sun Solaris 9, Oracle 10g Release
Web Env: Midtier 7.0.1 Patch 5, IIS 6.0, Tomcat 4.0.x

In our corporate environment, our Proxy Server prompts for username/
password. When I try to consume a web service from within Remdy, a
'Proxy Authentication Required' error is generatedfull log extract
belowIs there a way to pass Proxy credentials through a Web
Service or ar.conf setting in Remedy/Axis Client - Has anyone come
across this issue, and got around it somehow?

I've added entries to the admin tool/ar.conf to put Remedy to the
proxy server, but can't see how to pass username/password. e.g.

ARF-Java-VM-Options: -Dhttp.proxySet=true -Dhttp.proxyHost= -Dhttp.proxyPort=

Any information appreciated. I suppose a workaround maybe to put the
Midtier in the DMZ but this probably isn't a runner due to corporate
constraints.

TIA,
Kevin

Full Error Extract Below:

$ AxisFault
 faultCode: {http://xml.apache.org/axis/}HTTP
 faultSubcode:
 faultString: (407)Proxy Authentication Required
 faultActor:
 faultNode:
 faultDetail:
{}:return code:  407

.


Access Denied (authentication_failed)








Your credentials could not be authenticated: "General
authentication failure due to bad user ID or authentication
token.". You will not be permitted access until your credentials
can be verified.




This is typically caused by an incorrect username and/or password, but
could also be caused by network problems.






For assistance, contact your network support team.

CMDB Relationships

[Kevin Murray]

Hi All,

I'm trying to figure out how best to map some "relationships" in the
CMDB. If anyone has any guidance if would
be appreciated.

Scenarios:

We have two switches, both considered in-use at any point in time.
They are considered peers in one sense, but in another, one of the
switches is considered the primary switch for a business service, in
the event there is a problem with it, the second switch is considered
the primary switch for the business service. If you have this
scenario, how have you mapped it in the CMDB, in terms of the
relatioship between the switches to acknowledge this configuration?

On a similar vein, How have others mapped software clusters where
there is a active/passive configuration?

Have you had to add data attributes at the CI layer to describe these
scenarios more crisply, or have you used OOTB relationship types or
added your own.

Thanks,
Kevin

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ARS 7.0.1 Patch 5 - Experiences

[Kevin Murray]

All,

Have you deployed 7.0.1 patch 5 to your production environment
recently - what are your thoughts on it's stability/reliability so
far?

I'm conscious it's only out a number of weeks at this stage. Have you
encountered any funnies/showstoppers? etc or perhaps you just over the
moon with it.

Any insight appreciated, before we take the plunge.

TIA,
Kevin

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Remedy + LDAP (Novell eDirectory)

[Kevin Murray]

Hi All,

Environment: ARSystem 6.3 Patch 20,HPUX 11i,Oracle 9i currently using 
ARSystem authentication

We are planning to implement the LDAP plugins (both AREA and ARDBC) to 
connect to the corporate Novell eDirectory (Recent Version - tbc), running 
on separate hardware.

Our eDirectory team are keen to understand the logic behind the supplied 
plug-ins i.e what specific function calls, does it use when interacting 
with eDirectory, and what attributes does it interact with?

e.g. 
Does it increment the Bad Password counter attribute? In my experience Yes, 
but I would have thought this was centrally managed by eDirectory
Does it update the last logged on attribute? Don't know but suspect this 
again is centrally managed  by eDirectory
Does it implement password history? Don't know but suspect this again is 
centrally managed by eDirectory

Setting-up the integration should be OK, completed it before elsewhere 
however never had anyone ask me this before. The documentation provided in 
the guides/knowledge base are all very ARSystem centric - does anyone have 
a listing of the LDAP attributes that Remedy supplied AREA plugin updates 
if any?

In the case of the ARDBC plug-in for look-ups we are planning simply to 
look-up data so that account will only need read-only access.

The other thing the eDirectory team has tried to push us towards is to use 
the Novell supplied API - has anyoneelse tried this with ARSystem - was it 
easy to implement or difficult.

Any information appreciated.

Kevin

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CMDB 2.0.1/AR 7.0.1 Installation Issue

[Kevin Murray]

Hi All,

Env:

HPUX 11-11
ARSystem 7.0.1 Patch 3 and 5 tested
Approval/Assignemen 7.0.1 Patch 3 and 5 tested
CMDB 2.0.1 Patch 3 and 4 tested
Local Oracle 9i (via 10g 32 client libs)

I could write an essay on this issue,  but rather than do it, I'm
hoping someone else has had the same or similar issue - a workaround/
solution would be nice.

We are struggling to get CMDB patch 3 or 4 installed against 7.0.1
patch 3 (or 5) on a HPUX 11.11 OS. During the installation of CMDB
patch 3 or 4 (against AR 7.0.1 patch 3 or 5) we hit the following
issue:

When the server is restarted (by the installer mid-way through), the
arserverd terminates after having loaded some if not all of it's data
dictionary to memory from the backend database.

"Mon Nov  5 11:56:24 2007  390600 : AR System server terminated when a
signal/exc
eption was received by the server (ARNOTE 20)
Mon Nov  5 11:56:24 2007 10
   Timestamp: Mon Nov 05 2007 11:56:24.0527
   Thread Id: 5
   Version: 7.0.01 Patch 005 200710010826 Oct  1 2007 09:00:46
   ServerName: blhremdr
   Database: SQL -- Oracle
   Hardware: 9000/800
   OS: HP-UX B.11.11
   RPC Id: 0
   RPC Call: 0
   RPC Queue: 390600
   Protocol Version: 12
   Client IP Address:
   Logging On:"

 It would appear that the following line in the ar.conf file is what's
causes it to crash:

Load-Shared-Library: libcmdbsvr20.sl

If we uncomment it, the arsystem was start OK (but the CMDB install is
mid-cycle and I need it to install). It gets caught in a loop
otherwise, as armonitor tries to unsuccessfully re-start it. This is
happening in our UAT environment. DEV went OK. The environment
variables/OS settings between DEV/UAT are as close to one-another as
possible.

Anyone had a similar experience?

TIA,
Kevin

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Re: w3wp.exe pegs CPU randomly - ARS 6.3

[Kevin Murray]

Hi Christopher,

Re: your comment " Mid-tier 7.1 has other issues with the persistent cache,
but that's
another topic", what have you seen? Heard? Can you share your experience.

One of the key drivers for us to upgrade is this feature...any input
welcome...

TIA,
Kevin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: 12 October 2007 19:46
To: arslist@ARSLIST.ORG
Subject: Re: w3wp.exe pegs CPU randomly - ARS 6.3

Mid-tier 7.1 has other issues with the persistent cache, but that's
another topic.  I would agree that you are seeing some sort of recaching
activity on the part of the 6.3 mid-tier.

When mid-tier 7.x prefetches and caches an ITSM 7 application (or most
of its forms), we always see about 25-35 minutes of 35% CPU activity on
the AR server, with somewhat less load on the mid-tier server - more
like 20% load and in smaller peaks that are converse to the AR Server
load.  The load on the db server during this process is perceivable, but
very low - about 5%. During that time period even User Tool access to
the AR Server is definitely degraded.  These are all Tomcat-based
mid-tiers on 2003 Enterprise servers with more RAM and CPU than 32-bit
BMC software knows what to do with.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://itsm.unt.edu/ 

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head
> Sent: Friday, October 12, 2007 1:31 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: w3wp.exe pegs CPU randomly - ARS 6.3
> 
> Are you running ITSM?...this sounds like the Mid-Tier caching 
> itself the first time someone access the app in the 
> morning...if I'm not mistaken 6.3 Mid-tier will clear it's 
> cache of unused items during down periods (overnight)...and 
> the first person to request the page will get a delay while 
> it's caching.  If this is the case...then a properly 
> configured 7.1 mid-tier should alleviate your issues as 7.1 
> has persistent cache capabilities.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Julie Rockwood
> Sent: Friday, October 12, 2007 12:23 PM
> To: arslist@ARSLIST.ORG
> Subject: w3wp.exe pegs CPU randomly - ARS 6.3
> 
> Hello list,
> Calling all Win 2003 Remedy geeks.  We are having production 
> problems on our win 2003, ARS 6.3 patch 14 mid-tier server.
> Below is an email from my system administrator describing the 
> problem.  If anyone has any ideas, we would sure appreciate it.
> Julie
> 
> I manage the server instances for our ARS team which are the
> following:
> 
> Mid-tier:  W2K3/IIS6.0/ServletExec 5.0/ARS 6.3 - VMware
> Application:  W2K3/ARS 6.3 - VMware
> Database:  Oracle 9i on AIX 5.3.x
> 
> Anyway, I'm seeing the w3wp peg the CPU on the mid-tier 
> almost every morning, rendering the web server inoperable 
> (even for static html rendering).  If I temporarily remove 
> the ServletExec ISAPI filter, static html rendering is fine 
> and CPU utilization is normal.  Re- insert the filter and 
> perform an iisreset - the same behavior occurs.
> 
> If I wait about 15-20 minutes (this problem occurs almost 
> daily at 6:30 so customers aren't complaining yet) the 
> problem clears itself out and everything is working fine.  If 
> I monkey with it (iisresets, rebooting, etc) the problem 
> perpetuates itself even longer.
> 
> We're moving towards a ARS 7.1 install on new infrastructure, 
> so I'm hoping this will fix it - but in the meantime if 
> anyone has run into this (and possibly fixed it) any pointers 
> would be greatly appreciated.
> 
> Thanks!
> 
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ARSystem 7.1 / Itanium

[Kevin Murray]

HI All,

Long'ish shot given how new 7.1 is.but:

1) Are you running ARSystem 7.1 on the Itanium platform (OS: HP 11i v2
or v3) through the ARIES emulator today?
2) If so, Is it your Production environment or not? How has it
performed so far using bespoke app or (any) OOTB application? Do you
do any benchmarking before the move? and what were the results (if
your permitted to share)
3) If not currently on an Itanium platform, Does your organisation
have plans to go to it in the short-term (<6 mths)?

Any comments in this space welcome.

Thanks In Advance,
Kevin

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Re: ITSM 7 indexes

[Kevin Murray]

Rick,

I agree and am guilty of this all the time...especially when working on an
indexing strategy for an remedy app having some performance problems. It's a
lot quicker creating/dropping indexes while investigating than going through
the admin tool...especially when using debug tools that come with the
respective database tool (e.g. AUTOTRACE with SQLPLUS)

There's plenty of reasons to do it (create indexes) directly at the db
level..the ardb.conf is a method really to close the gap between what the
arsystem does generically across all databases (simple create index statement
with no elaborate storage clauses etc.) and the bells and whistles that one can
get with the modern day relational database today..the dba you mentioned could
have used the ardb.conf file (if it was a version of Remedy that supported
it..think it came in around 4.x time)...the reason a tweak to the statement was
required in your Sybase scenario was to setup some of the replication modes
(transactional, snapshot) your database table MUST have a primary key
constraint on it (Remedy Request ID columns (C1) by default are simply unique
not null constraints - similar to a primary key but not the full deal) hence
your (or the) DBA had to intervene to add the primary key constraint. Remedy
use of relational databases is quite basic, I remember the days when studying
RDBMSs in college and the first thing that you were taught was to have a
a primary key constraint on a table...but here we are 37+ years since Mr.Codd I
think invented the RDBMSs that some applications kinda fudge it.

It's one area I'd wish Remedy's install script were improved...rather than to
have to mess with a ardb.conf (in advance of creating something)...I've
sincerely hope the re-vamped admin tool has the capability for advanced
developers to interface better with the database as well...more often then not
in my experience, customers pay some bucks for support with say Oracle or SQL
Server, we install Remedy one day and it's nearly also left on that DB flavour ,
but yet we have to work *harder* to get it (Remedy) to
work with some of the more impressive features of the underlying database.

Later,
Kevin

Quoting Rick Cook <[EMAIL PROTECTED]>:

> Thanks, Kevin.  I remember a discussion with a Sybase DBA once who said that
> the way he could create the indexes at the DB level was more efficient than
> those created via Remedy, so he recreated the Remedy defined ones directly
> in the DB.  It was also necessary for his DB replication process.  I'm sure
> that some Oracle DBAs might have the same claim.
>
> Rick
>
> On 8/17/07, Kevin Murray <[EMAIL PROTECTED]> wrote:
> >
> > Guys,
> >
> > -The ARSystem does not have a built-in Query Optimizer, but one can change
> > server configuration settings that could influence the respective database
> > query optimizer that interprets the SQL  (passed to it from Remedy, many
> > of
> > these config seetings can be manually set through the ar.conf file
> > directly
> > such as removing the order by clause from most of remedy generated
> > sql...most
> > statements by default are order by 1 (which is the request id column),
> > most
> > times there is no need to mess with with them (Direct SQL statements are
> > passed
> > as is)
> >
> > -Each supported database does have a query optimizer (e.g. Oracle -
> > Rule-Based
> > (<=9i supported), Cost-Based Optimizer)
> >
> > -The database optimizes the statement  (or thinks it optimizes a statement
> > - the
> > optimiser isn't always right...lots of variables at play)
> >
> > -If an index is created through the admin tool, the arsystem application
> > server
> > issues the respective create index statement, whilst also updating a
> > number of
> > Remedy data dictionary tables (e.g. schema_index) so that Remedy knows
> > about
> > the index when you view form properties in the admin tool or for when you
> > export a form and import (in place) or to another remedy server - this
> > ensures
> > the index travels with the form
> >
> > -If you create an index at the database level independent of the admin
> > tool
> > (through for example - sqlplus), the index exists and is noted in the
> > relevant
> > database dictionary table (such as dba_indexes, user_indexes in Oracle).
> > Obviously Remedy knows nothing about it, so if one was to view the indexes
> > in
> > the admin tool for the form, it wouldn't show up, nor would the index be
> > created on another server it the form was exported/imported..BUT
> >
> > -Yes, absolutely the database optimizer will evaluate all appropriate
> > query
> > plans, which

Re: ITSM 7 indexes

[Kevin Murray]

Guys,

-The ARSystem does not have a built-in Query Optimizer, but one can change
server configuration settings that could influence the respective database
query optimizer that interprets the SQL  (passed to it from Remedy, many of
these config seetings can be manually set through the ar.conf file directly
such as removing the order by clause from most of remedy generated sql...most
statements by default are order by 1 (which is the request id column), most
times there is no need to mess with with them (Direct SQL statements are passed
as is)

-Each supported database does have a query optimizer (e.g. Oracle - Rule-Based
(<=9i supported), Cost-Based Optimizer)

-The database optimizes the statement  (or thinks it optimizes a statement - the
optimiser isn't always right...lots of variables at play)

-If an index is created through the admin tool, the arsystem application server
issues the respective create index statement, whilst also updating a number of
Remedy data dictionary tables (e.g. schema_index) so that Remedy knows about
the index when you view form properties in the admin tool or for when you
export a form and import (in place) or to another remedy server - this ensures
the index travels with the form

-If you create an index at the database level independent of the admin tool
(through for example - sqlplus), the index exists and is noted in the relevant
database dictionary table (such as dba_indexes, user_indexes in Oracle).
Obviously Remedy knows nothing about it, so if one was to view the indexes in
the admin tool for the form, it wouldn't show up, nor would the index be
created on another server it the form was exported/imported..BUT

-Yes, absolutely the database optimizer will evaluate all appropriate query
plans, which may or may not involve the index created at the database layer by
the DBA/Developer (which Remedy may or may not know about) etc..so an index
created at the database level unknown to remedy (arsystem) can be used by the
respective database optimizer(either negatively or positively - optimizer not
always right, but one expects it is more often than not!)

I've seen the odd occassionally where people are in twist having completed a
remedy migration from one server to another, and it has turned out that the dba
created an index at the db level at some point that wasn't brought across..this
situation happens for a variety of reasons...dba knows nothing about remedy,
dba wants to improve the parameters passed to a standard remedy generated
create index statement (and isn't aware of the ardb.conf feature or couldn't be
bother with it)

-Remedy (BMC's) recommendation is always through the admin tool (supported
method), it you need to leverage the ardb.conf do so re: leafs...but it's your
call...if you db it at the db level just make sure you've documentated it for
future reference (by you or your peers)

HTH,
Kevin

Quoting Rick Cook <[EMAIL PROTECTED]>:

> True - sort of.  ARS does not have its own query optimizer - it uses the one
> in the attached DB.  So while it's technically accurate to say that Remedy
> doesn't optimize queries, in practice that's not as true, because the DB
> does it for Remedy, so the queries are optimized.
>
> If you meant to say that ARS is oblivious to indexes created directly in the
> DB, that's correct.  Would the DB use indexes that only it knew about to
> optimize queries sent it by ARS?  That's the 64-bit question.
>
> Rick
>
> On 8/17/07, Robert Molenda <[EMAIL PROTECTED]> wrote:
> >
> > **
> >
> > From what I have noticed, ARServer is oblivious to indexes and does not
> > optimization any SQL statements for usage of indexes.
> >
> >
> >
> > That is why it is up to the developer(s) to use queries appropriately…
> >
> >
> >
> >
> >
> >
> >
> > *Thanks-n-advance*;
> >
> > *HDT Platform Incident / Problem Manager & Architect*
> > Robert Molenda
> > *IT OS PA*
> > Tel: +1 408 503 2701
> > Fax: +1 408 503 2912
> > Mobile: +1 408 472 8097
> > [EMAIL PROTECTED]
> >
> > Quality begins with your actions.
> >
> >
> >  --
> >
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] *On Behalf Of *Joe D'Souza
> > *Sent:* Friday, August 17, 2007 10:55 AM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* Re: ITSM 7 indexes
> >
> >
> >
> > Hi John,
> >
> >
> >
> > The ARS has no way of knowing what fields are indexed if you do not do it
> > from the Admin Tool and hence the indexes created from the database level
> > will not get utilized from the application except if you run a Direct SQL
> > from ARS.. Direct SQL's are not really evaluated from the ARS and the ARS
> > throws whatever SQL statement you type directly to the database and fetches
> > results if any. So the database would use those indexes.
> >
> >
> >
> > Joe
> >
> >  -Original Message-
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] Behalf Of *john rosquist
> > *Sent:* Friday, August 17, 200

ARSystem Passwords

[Kevin Murray]

Hi All,

Env: ARS 6.3/Mid-Tier 7.0

Clarification required on the dynamics of Remedy passwords...both user
and system set...

I believe the following statements to be TRUE since v6 onwards, if not
please can you advise of what your
understanding is:

1) From v6 onwards Remedy user passwords are now generated through a
one-way MD-5 hash function when none of the of the encryption packages
are used (including the standard package)

What form are passwords sent from say a browser using the midtier
component?

2) All other Remedy component passwords such as Application Service
Password, Database User Password, LDAP Distinguised User Password etc
are stored by the server (and Mid-tier component) using 56-bit DES
encryption which incorporates salting

Finally, what hash or encrypted form do user passwords take when
passed to say the supplied AREA plugin from the ARSystem server in
either SSL and non-SSL communication? I presume they are not
sent over the wire in clear-text in either approach, but some level of
security is incorporated, in such a manner that the LDAP server can
understand the
value passed. Any insights on this appreciated.

Thanks In Advance,
Kevin

Ref: http://www.remedy.com/customers/dht/archive/03-15-2004.htm

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Re: ARS & LDAP SSL

[Kevin Murray]

Hi Fred,

The SSL port is set correctly..If the ldap directory didn't like the
certificate..would you expect a different error?..or is the error I
get a catch all one.

Thanks,
Kevin

Quoting "Grooms, Frederick W" <[EMAIL PROTECTED]>:

> LDAP result code of 81 = Cannot contact LDAP server
>
> Double check to see if you are connecting to the SSL LDAP on the correct
> port (default for LDAP-SSL is 636).  Look at the plugin log for the
> ldap_init line (should be a few above the error)
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Murray
> Sent: Wednesday, June 13, 2007 12:04 PM
> To: arslist@ARSLIST.ORG
> Subject: ARS & LDAP SSL
>
> Hi All,
>
> I just can't get the AREA plugin to communicate with our LDAP system
> over SSL (AR6.3 Patch 20/Novell eDirectory). Non-SSL connection works a
> treat, but am struggling to get the SSL connection to work. I've
> reviewed previous posts to no available. If anybody could give me some
> guidance it would truly appreciated.
>
> So far, I've:
>
> 1) Installed Netscape 4.79 on the Remedy Server  (HP-UX)
> 2) Pointed Netscape at the https link for our LDAP system and registered
> the root cert
> 3) Added additional certs to the cert7.db file using the certutil
> utility on the HP system
>
> certutil -A -n "GDS-TEST CA-PublicKeyCert" -t "C,C,C" -i "GDS-TEST CA-
> PublicKeyCert.der" -d /cluster/remapp/app/.netscape
>
> 4) Configured up the AREA Configuration form
> 5) When testing the connection, the plugin logging (FINEST level) shows
> the following error...
>
> * Wed Jun 13 2007 16:57:24.0744 */  
> ldap_simple_bind("cn=RemedyAdmin,ou=ServiceAccounts,o=Services",
> hidden)
> * Wed Jun 13 2007 16:57:24.0889 */   Bind:
> Can't contact LDAP server (LDAPERR Code 81)
> * Wed Jun 13 2007 16:57:24.0892 */   Bind:
> ldap_simple_bind failed [cn=RemedyAdmin,ou=ServiceAccounts,o=Services]
> * Wed Jun 13 2007 16:57:24.0898 */ -VL
> FAIL
>
> Does anyone have any ideas on how I can troubleshoot further? or is
> there something I've missed?
>
> Thanks In Advance,
> Kevin
>
>
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ARS & LDAP SSL

[Kevin Murray]

Hi All,

I just can't get the AREA plugin to communicate with our LDAP system
over SSL (AR6.3 Patch 20/Novell eDirectory). Non-SSL connection works
a treat, but am struggling to get the SSL connection to work. I've
reviewed previous posts to no available. If anybody could give me some
guidance it would truly appreciated.

So far, I've:

1) Installed Netscape 4.79 on the Remedy Server  (HP-UX)
2) Pointed Netscape at the https link for our LDAP system and
registered the root cert
3) Added additional certs to the cert7.db file using the certutil
utility on the HP system

certutil -A -n "GDS-TEST CA-PublicKeyCert" -t "C,C,C" -i "GDS-TEST CA-
PublicKeyCert.der" -d /cluster/remapp/app/.netscape

4) Configured up the AREA Configuration form
5) When testing the connection, the plugin logging (FINEST level)
shows the following error...

* Wed Jun 13 2007 16:57:24.0744 */  
ldap_simple_bind("cn=RemedyAdmin,ou=ServiceAccounts,o=Services",
hidden)
* Wed Jun 13 2007 16:57:24.0889 */   Bind:
Can't contact LDAP server (LDAPERR Code 81)
* Wed Jun 13 2007 16:57:24.0892 */   Bind:
ldap_simple_bind failed [cn=RemedyAdmin,ou=ServiceAccounts,o=Services]
* Wed Jun 13 2007 16:57:24.0898 */ -VL
FAIL

Does anyone have any ideas on how I can troubleshoot further? or is
there something I've missed?

Thanks In Advance,
Kevin

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Atrium/SMS

[Kevin Murray]

Hi All,

Srv Env: ARS 6.3, Oracle 9i Rel 2, HPUX 11i,
Middleware System: EIE 5.1, Remedy Discovery Services 5.6 for SMS
2003,
Windows 2003 (pulling info from an SMS 2003 set-up)

We are successfully using EIE to extract CI details from SMS 2003 to
populate specific classes in Atrium 1.1. HoweverThe SMS system is
used
by a number of different organisational units. We would like to
populate
the Department field with the relevant organisation unit name.
Currently we
are struggling - there are 10 plus OU's in SMS but when we extract
from
tables such as

SMS_G_SYSTEM_COMPUTER_SYSTEM
SMS_G_SYSTEM_DISK
SMS_G_SYSTEM_SCSI_CONTROLLER

it doesn't contain OU information to make the relationship. How have
other
people dealt with this challenge? My gut tells me that someone out
there
has come up against this before.

Any info appreciated.

Thanks In Advance,
Kevin

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Atrium CMDB - CTI's

[Kevin Murray]

Hi All
Env: ITSM 6.0/Atrium 1.1 Patch 4

We are in the process of implementing Atrium. Does anyone have a CTI listing
that they would be willing to share, demostrating how they mapped CTI's for
given CI instances. Historically, in AM we had CTI's like the following:

Category -> Type -> Item

Hardware -> Server -> Sun E450

We are thinking of adopting the following sort of structure with Atrium..

Hardware->Server

Hardware->Storage

Hardware->Desktop/Laptop

etc...

Moving the Item entry above (Sun E450) to other attributes
(Make/Model/Manufacturer)

We are struggling to think of a Type value in the new approach, and were not
sure it's even required.

Any guidance/advice/ideas on this topic greatly appreciated.

TIA,

Kevin


















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ARS 6.3/LDAP over SSL

[Kevin Murray]

Hi All,

ARS Env: ARS 6.3 Patch 20, HPUX 11i, Oracle 9i Rel 2
LDAP Env: Novell eDirectory
Plug-ins Used: Remedy Supplied ARDBC/AREA plugins.

Our time is up, short lived, as the corporate standard is now to switch all
applications integrated with eDirectory over to using SSL (LDAPS).

On investigation, all of the Remedy material I have reviewed (incl. recent
posts) state the Remedy's plug-ins are based on the the Netscape SDK
(4.79?) and there is worked involved in getting an old version of Netscape
installed and generating the cert7.db file...so now for the query...

Our eDirectory team have issued use with the 4 files referred two as public
key certificates ( CA-PublicKeyCert.der,  - dsasal02-.der etc)
which I am sure are eDirectory standard issue files for SSL.

with the following request:

"import the attached public key certificates into your application.
The certificates are also available in B64 format"

Before I go back to them, I want to be sure of my footing.

Can I use these files with Remedy? when I configure SSL if not presumably
the cert7 format is required.

Is it normal practice for others eDirectory sites to mix and match the
method by which certs are generated e.g. cert7.db v's the above files?

Would it be unreasonable of me to ask the edirectory team to generate the
file? Would B54 format help me?

Any guidance appreciated.

TIA.
Kevin

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Remedy+LDAP (Novell eDirectory)

[Kevin Murray]

Hi All,

Environment: ARSystem 6.3 Patch 20, HPUX 11i, Oracle 9i currently using ARSystem
authentication

We are planning to implement the LDAP plugins (both AREA and ARDBC) to connect
to the corporate Novell eDirectory (Recent Version - tbc), running on separate
hardware.

Our eDirectory team are keen to understand the logic behind the supplied
plug-ins i.e what specific function calls, does it use when interacting with
eDirectory, and what attributes does it interact with?

I'm specifically interested in the AREA plugin, the ARDBC is very much specific
to what you include in the vendor form?

e.g.

Does the plugin increment the Bad Password counter attribute? In my experience
No, this is managed centrally by LDAP
Does the plugin update the last logged on attribute? In my experience no, this
is managed centrally by LDAP
Does the plugin implement password history? Don't know, but don't think it's
really relevant as the password is not set through Remedy
managed centrally again through eDirectory
Does the plugin update the loginGraceLimit? Don't know
Does the plugin update the loginGraceRemaining? Don't know

Setting-up the integration should be OK, completed it before elsewhere however
never had anyone ask me the above before. I don't think providing them with the
remedy manual/knowledge base material will work.

The documentation provided in the guides/knowledge base are all very ARSystem
centric.

The eDirectory team are also suggested we could switch in the a Novell API
solution? Has anyone done something along these lines with Remedy (instead of
using the supplied AREA/ARDBC plugins)?

Any information appreciated.

Kind Regards,
Kevin


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Re: Problem With AR 7.0.1 Install

[Kevin Murray]

Hi Steve,

You troubleshooting logic is right to test the Oracle connection via the
oraload utility prior to having to go through the hassle of the install
to find out if connection works.

The oraload command is not like sqlplus when passing arguments. There is a
space between the arguments for oraload.

e.g. ./oraload aradmin aradmin_dev

rather than ./oraload aradmin/aradmin_dev

Hence your error... null password given; logon denied

So please re-test (oraload) with the space..if still issues -which I would
expect as the installer
is having a difficulty -  I would suggest you as a temp measure give the
non-root user dba group
privileges and re-test oraload - I suspect it will work and it is probably
down to some
file permission somewhere.

I have gone for the juggler here, rather than go through and the other
things such as Oracle*Net related issues etc..

HTH,
Kevin


  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Steve Contreras
  Sent: 25 January 2007 21:22
  To: arslist@ARSLIST.ORG
  Subject: Problem With AR 7.0.1 Install


  **
  Hello All.

   I am having the following problem when installing AR 7.0
when it reaches step 5 of the install. Has anyone else encountered this
problem and what was the fix?



  Thanks for the help



  Old Man Remedy





  arsystem:CLIENT10:busun004-zd205>$./oraload aradmin/aradmin_dev
  Cannot open catalog; Message number = 550 (ARERR 550)
   ORA-01005: null password given; logon denied
  ERROR: Cannot open the database ... exiting

  SQL plus works though:

  arsystem:CLIENT10:busun004-zd205>$sqlplus aradmin/aradmin_dev

  SQL*Plus: Release 10.2.0.3.0 - Production on Thu Jan 25 07:00:30 2007

  Copyright (c) 1982, 2006, Oracle.  All Rights Reserved.


  Connected to:
  Oracle Database 10g Enterprise Edition Release 10.2.0.3.0 - 64bit
Production
  With the Partitioning, Real Application Clusters, OLAP and Data Mining
options

  SQL> quit
  Disconnected from Oracle Database 10g Enterprise Edition Release
10.2.0.3.0 - 64bit Production
  With the Partitioning, Real Application Clusters, OLAP and Data Mining
options



  Here is our environment

  Sun Fire T2000 Server, 8 core 1.2GHz UltraSPARC T1
  processor, 32GB DDR2 memory (16 * 2GB DIMMs), 2 *
  73GB 2.5" 10K rpm SAS hard disk drives, 1 DVD-RO/CDRW
  slimline drive, 2 (N+1) power supplies, 4 10/100/1000
  ethernet ports, 1 serial port, 3 PCI-E slots, 2 PCI-X slots,
  Solaris 10 and Java Enterprise System



  This is 4GB dual fiber attached to an EMC Clarion SAN.



  The development Oracle 10G R2 RAC cluster consists of three server nodes
of the same configuration above but with 16GB of memory per node.



  We are using Solaris sparse zones for the virtualization.



  __20060125___This posting was submitted with HTML in
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Remedy/QSM Integration

[Kevin Murray]

Hi All,

Has anyone integrated Remedy (say 5.1.2+) with DataWatch's QSM product 
(Virtual QSM (HelpDesk) - formerly known as Quetzal)?

Has anyone used this product and how does you think it compares to Remedy's 
ITSM (6.0)suite?

Any info appreciated.

Kevin

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Re: Getting Ciscoworks data into CMDB 2.0

[Kevin Murray]

Hi Jack,

One further query pertaining to your Ciscowork/CMDB integration...

Using EIE, did you populate the Production dataset (classes) directly or
were you able
to populate a staging dataset and run reconciliation between the Cisco
dataset and ANO? If you used a staging
dataset,did you have to create custom form(s) or were you able to use
existing CMDB staging forms.

Any insight appreciated.

I have to do something similar with Ciscoworks over the coming months (among
other non-BMC discovery tools)

Thanks in Advance,
Kevin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Covert, Jack
Sent: 22 September 2006 16:26
To: arslist@ARSLIST.ORG
Subject: Re: Getting Ciscoworks data into CMDB 2.0


Hi Byron.  I answered this in my other email but you have to find it.

We kept our use of classes fairly basic and for the most part, out of
the box (minus an attribute here and there).  We further classified CI's
by using CTI's, which we populated from information in the tool.  So for
the network hardware, I set the Category and Type to static values and
the item to a value I got from Cisco Works (router, hub, etc.).

An important note might be that we only did relationships for the first
level of the network, once you get beyond that it's a cob-web with
relationships all over the place and it's value is limited.  That's what
we use tools like SMARTS and Cisco Works for.

Hope this helps.

Jack

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dawe, Byron
Sent: Friday, September 22, 2006 6:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Getting Ciscoworks data into CMDB 2.0

Thanks Jack ,=20

Just one more question, how much information do you pull from Ciscoworks
and did that require adding to the existing (out of the box) classes in
the CMDB?

In Ciscoworks there is plenty of data, but not alot of this data maps to
attributes in each appropriate class in the CMDB, hence it seems to
require additional classes with extra attributes!

Or did you just stick with the out of the box classes and just populate
what you could appropriately??

Thanks again,

Byron.


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Mid-Tier Hanging

[Kevin Murray]

Hi All,

App Server Environment - HP UX 11i/ARServer 6.3 Patch 16/Oracle 9i Release 
2/ITSM 6.0 (Clustered Environment)

Web Server Environment - Sun Solaris 8/Apache 2.4/WebSphere 5/Mid-tier 6.3 
Patch 16 and 7.0 (Two Nodes Load-Balanced)

Client Environment - Mix of XP and NT 4.0 SP6 systems (yes, NT 4) &
Internet Explorer 6.0 (sample version 6.0.2800.1106CO Updates: SP1 Q331906)

I am aware that NT 4.0 is not supported any more but we are currently
in the middle of an XP rollout which will go on for some time.
I want to see if anyone else has come across this issue and perhaps found a 
workaround...

The issue we are experiencing is as follows:

With some of the NT systems (NT 4 IE 6.0 - 5 out of the 20 tested so far) 
the browser hangs (no errors produced, it just sits
there and needs to be closed off and restarted to work). This happens under 
the following specific condition:

When a user enters into any  diary field or long charcter field in 
read/write mode and clicks OK (having entered data) or Cancel
the box window closes but control is never handed back to the original 
browser window (e.g. Reviewing the Work Log field available on the 
HPD:HelpDesk Form, under the
activity tab causes a hang on problem PC's). Normal behaviour as you know 
is for the pointer icon to change to a hand icon when over a page holder 
page for instance, on the problem PC's the icon never changes from the 
standard arrow icon and hence it is not possible to click anything - a 
restart of the browser is the only option. On ALL systems it is possible to 
open a diary field/long character field fine in read-only mode where the 
only option in the dialog window is Close (e.g. the Work Log field 
available on the Remedy Support console in the More Information section)

Workflow logging doesn't show any errors, nor web logs - The problem occurs 
with MT 6.3 and 7.0 - 
with PC's with the same OS and IE Level most work and one or two don't for 
no apparent reason - I have checked the IE settings with no obvious 
difference.

All of the XP systems are OK, and 75% of the NT landscape works fine from 
end-to-end.

Anyone with similar experiences/ideas for troubleshooting further?

Thanks In Advance,
Kevin

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