Re: Added Status Reason gives ARERR 1291220
Sue, It should resolve the issue. You can actually flush the cache anytime but always a good idea to wait until the system is quieter - there is a performance hit in this activity. Lou From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Monday, August 11, 2014 7:27 AM To: arslist@ARSLIST.ORG Subject: Re: Added Status Reason gives ARERR 1291220 ** Hi Lou, Thank you for the reply. I had already completed the steps you provided with the exception of flushing the cache. The funny thing is, I followed the same steps on my development system and it works there. I just tried doing a Sync Cache on the production system, then cleared my IE cache, but the problem still exists. I will have to wait till non-business hours to flush the cache on the production system. No, we're not using Business Objects. Again, thank you for your response. My fingers are crossed that the flushing of the cache will resolve my issue. Sue From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Furtado, Lou Sent: August-08-14 4:05 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Added Status Reason gives ARERR 1291220 ** Since I just ran into this also here is what has to be done on the HPD:Help Desk form: Here are the high level steps that we went through to add the status reason items to the form definition: 1. Connect to server with Dev Studio 2. Open up 'Forms' 3. Open up HPD:Help Desk form 4. Click on 'Outline' (Located on the right hand side of screen typically) 5. Click on 'Show Table Overview' (Icon on top right corner of outline panel) 6. Sort by Name 7. Select StatusReason field 8. Click on Properties 9. Click on the selection section 10. Click 'Add' 11. Name = Name of Status Reason and ID = ID of the menu record 12. Save the form Oh by the way you need to clear the cache on the server also for this to take effect. Also the users will need to clear the cache in their browser. Also are you using Business Objects - because if you are the older versions of Remedy like yours and mine require another step. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Friday, August 08, 2014 12:18 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Added Status Reason gives ARERR 1291220 ** Hi folks, I have added a new status reason to be associated with the Resolved status on incident requests. The entry shows up, but when saving an incident with this selection, it triggers ARERR 1291220 The Status Reason field requires a value when We are using the classic view with Remedy 7.6.04. I have added the entry into the HPD:Help Desk form, as well as to the SYS:Status Reason Menu Items form, with ID matching the Selection Code. I wondered, after receiving the error message, if I was supposed to do something on the HPD:Help Desk Classic form, as well; my efforts to add an entry to the Status_Reason_Hidden field were fruitless; after creating an overlay of the field, the Add button was still greyed out. Your assistance with this matter would be greatly appreciated. Thank you, Susan Champagne The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Added Status Reason gives ARERR 1291220
Since I just ran into this also here is what has to be done on the HPD:Help Desk form: Here are the high level steps that we went through to add the status reason items to the form definition: 1. Connect to server with Dev Studio 2. Open up 'Forms' 3. Open up HPD:Help Desk form 4. Click on 'Outline' (Located on the right hand side of screen typically) 5. Click on 'Show Table Overview' (Icon on top right corner of outline panel) 6. Sort by Name 7. Select StatusReason field 8. Click on Properties 9. Click on the selection section 10. Click 'Add' 11. Name = Name of Status Reason and ID = ID of the menu record 12. Save the form Oh by the way you need to clear the cache on the server also for this to take effect. Also the users will need to clear the cache in their browser. Also are you using Business Objects - because if you are the older versions of Remedy like yours and mine require another step. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Friday, August 08, 2014 12:18 PM To: arslist@ARSLIST.ORG Subject: Added Status Reason gives ARERR 1291220 ** Hi folks, I have added a new status reason to be associated with the Resolved status on incident requests. The entry shows up, but when saving an incident with this selection, it triggers ARERR 1291220 The Status Reason field requires a value when We are using the classic view with Remedy 7.6.04. I have added the entry into the HPD:Help Desk form, as well as to the SYS:Status Reason Menu Items form, with ID matching the Selection Code. I wondered, after receiving the error message, if I was supposed to do something on the HPD:Help Desk Classic form, as well; my efforts to add an entry to the Status_Reason_Hidden field were fruitless; after creating an overlay of the field, the Add button was still greyed out. Your assistance with this matter would be greatly appreciated. Thank you, Susan Champagne The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SLM Operator Woes
Admittedly I am new to working with the backend of Remedy. Started using the product in 1993 but recently I fired up the SLM Module (Version 7.5). I have been able to get Business time to work and have actual SLA and OLA commitments working. I have looked at the SLM Dashboard and it now seems to be working. This is all in a Development environment. Email alerts take place as intended and overall I am pleased with the results. But now the bad news, it seems that when the Service Desk or other support group do a direct assignment to another support group that the OLC or SLC measurements become detached and the triggers do not fire off saying the condition has been met. Only when status changes do the correct triggers fire. Admittedly I am a rookie in this space and probably have mucked things up but I sure would appreciate some guidance in what is wrong. Here is how I have configured the measurements (This all relates to the Service Desk: Start When: Assigned Group' = Service Desk/OperationsAND 'Status' = Assigned - By default the Incident record goes to the Service Desk but their process is to assign directly to another group if they know who it is. When they assign directly the SLC Detaches. When it is reassigned to them the trigger starts again. If the Service Desk acknowledges the Incident by changing the status from assign to another status and saves the Incident the SLC is Met. Stop When: 'Status' = PendingOR 'Status' = In ProgressOR 'Status' = ClosedOR 'Status' = ResolvedOR'Assigned Group' != Service Desk/Operations - the trigger works for the status change but will not work for when the Assigned Group is not the Service Desk. What did I miss here - I really do not have anyone who knows Remedy at my company so I am looking for other resources. Thanks for any help you can give - I know I have made a bone head mistake somewhere. I did read the manuals though. Lou ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SLM Operator Woes
I want to track performance for the Incident and the Service Desk. The Service Desk has an SLC of 15 minutes to escalate a Priority 1 or 2 Incident. I am willing to change any of the Statements as long as I can measure that time and execute alerts when that does not happen to the Service Desk Manager. I welcome advise and if there is a better way to do this by all means I would like to know. I have done this with other tools but this is my first time with Remedy. Lou From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Thursday, September 26, 2013 1:00 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Operator Woes ** Normally the Start When would greater than or equal to assigned. Also whay are you including the Service Desk, do you want to track them or the Incident? The same question for you second qualification why are you only tracking a group and not the Incident. There are two ways to track an Incident OOTB, Response and Resolution. You need to determine if the response is for the Service Desk. THe most important answer is that by making the changes I am suggesting will allow the SLM to work and the other information you are trying to control will be repotable. -Original Message- From: Furtado, Lou lfurt...@columbia.commailto:lfurt...@columbia.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Thu, Sep 26, 2013 3:53 pm Subject: SLM Operator Woes ** Admittedly I am new to working with the backend of Remedy. Started using the product in 1993 but recently I fired up the SLM Module (Version 7.5). I have been able to get Business time to work and have actual SLA and OLA commitments working. I have looked at the SLM Dashboard and it now seems to be working. This is all in a Development environment. Email alerts take place as intended and overall I am pleased with the results. But now the bad news, it seems that when the Service Desk or other support group do a direct assignment to another support group that the OLC or SLC measurements become detached and the triggers do not fire off saying the condition has been met. Only when status changes do the correct triggers fire. Admittedly I am a rookie in this space and probably have mucked things up but I sure would appreciate some guidance in what is wrong. Here is how I have configured the measurements (This all relates to the Service Desk: Start When: Assigned Group' = Service Desk/OperationsAND 'Status' = Assigned – By default the Incident record goes to the Service Desk but their process is to assign directly to another group if they know who it is. When they assign directly the SLC “Detaches. When it is reassigned to them the trigger starts again. If the Service Desk acknowledges the Incident by changing the status from assign to another status and saves the Incident the SLC is “Met. Stop When: 'Status' = PendingOR 'Status' = In ProgressOR 'Status' = ClosedOR 'Status' = ResolvedOR'Assigned Group' != Service Desk/Operations – the trigger works for the status change but will not work for when the Assigned Group is not the Service Desk. What did I miss here – I really do not have anyone who knows Remedy at my company so I am looking for other resources. Thanks for any help you can give – I know I have made a bone head mistake somewhere. I did read the manuals though. Lou _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ITSM - Time Spent Mandatory
You could use sla's to do this for you that way it happens automatically behind the scenes with no need for assignee to do anything. You can trigger sla's on a lot of different fields. On Mar 26, 2013, at 1:06 PM, Brittain, Mark mbritt...@navisite.com wrote: ** Hi All, In 6.3 we had a custom Trouble Ticket and Change Request forms. On these form any time a user made an update, it was required to make an entry in the Work Log and the Time Spent fields. These two fields were next to each other so the follow of motion was natural. Moving to 7.6 ITSM Incidents and Changes, I am not sure how to make these field mandatory and maintain a nice flow of motion. The incident uses a dialog and the change has the Time Spent field on the Date/System tab. I suppose on the Incident I could move the Time Spent field to the Date/System tab but would be clumsy. Another thought would be to place these fields to the right of the (Work Info) Notes field but have not figured out the panel layout and which panels I will need to make wider to accommodate. All thoughts and suggestions welcome. Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite – A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 image001.gif This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Setting Up Alternate Approvers
Both good questions. 1. Both the approver and alternate can see the change on the approval console view. 2. In AP:Alternate form you can specify if you want the alternate to get notified. On Mar 24, 2013, at 11:52 AM, Hutcheson, Heather heather.hutche...@ga.com wrote: ** Good morning, When setting up an alternate approver, will the alternate approver and “normal” approver receive an email notification? Also, will both the alternate and “normal” approver receive the specific request in their approval central, or will it only go to the alternate’s approval central console? Thank you, Heather Hutcheson _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: OT: Mid Tier cache issue with in-line forms.
Did you clear your cache on your browser. On Jan 29, 2013, at 3:49 PM, Jason Miller jason.mil...@gmail.com wrote: ** This is nutty. I restarted ARS, Tomcat, killed the cache in ..\BMC Software\ARSystem\midtier\cache (assuming that is the correct location) on the tomcat server, cleared the browser cache and closed the browser complete. Started everything fresh and still get the old AL behavior in the in-line Work Order. I guess next thing is to remove the AR Server from the MT config so it will completely dump the server? And submit this to BMC of course :) Anybody have any other ideas? Jason On Tue, Jan 29, 2013 at 12:39 PM, Jason Miller jason.mil...@gmail.com wrote: I changed the subject from [EXTERNAL] Garbled User tool screens since I am going off on a tangent. I finally got the new version of the def kind of. Background... I am modifying a custom AL on WOI:WorkOrder. I opened the Work Order form directly in another tab (IE 8) to get the new definition. The kind of part is logged in with the same user in the same browser instance but another tab I open the WO form via the SHR:LandingConsole and the AL still has the old behavior. To rule out tabs I open the SHR:LandingPage in the tab that worked and the old behavior comes back. I have notice caching issues with in-line forms before but was hoping the cache tools would do the trick. In the past (7.6.04) flushing the cache, clearing my browser cache and opening the form directly in another tab makes the in-line version behave correctly. Not so much today (first I have really tried with 8.0). Jason On Tue, Jan 29, 2013 at 12:10 PM, Jason Miller jason.mil...@gmail.com wrote: Hi Rick, Where are the files you are deleting on the MT server? I am clearing ..\BMC Software\ARSystem\midtier\cache but the MT is still not serving up the most recent version of an AL I modified. I have flushed the cache, cleared the browser cache and stopped TC to delete the cache files. ARS/MT 8.0 Jason On Tue, Jan 22, 2013 at 9:37 PM, Rick Westbrock rwestbr...@qmxs.com wrote: We have seen a similar problem in the mid-tier, instead of flushing the cache we now stop Tomcat to delete the cache files manually then restart Tomcat. Rebuilding all the cache files from start seems to resolve the issues (which were users having problems with fields and workflow after an MT cache flush). -Rick ___ Rick Westbrock -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: Tuesday, January 22, 2013 7:57 AM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Garbled User tool screens Mary: Not specifically, but we have seen various random weird behaviors with forms accessed via the User Tool, usually after we've made updates to the form. Rather than changing the home directory as you were advised, we found that if we just have the user clear out all folders in their home directory except for the arcmds folder and leave the individual files alone (because most of those pertain to login credentials and/or the ability to dump reports to Excel), it would quite often clear up the weirdness they were experiencing. And to have your users do that like Fred suggests after each update to the form, why, that's downright proactive! ;] They first time they access forms after logging back it, it'll be a little slow as the forms recache, but better that than a form that doesn't work right. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mary Dollus Sent: Tuesday, January 22, 2013 7:29 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Garbled User tool screens Morning! When we flush our midtier servers after we have updated forms/workflow on our servers, from time to time users will experience what they see as a garbled screen when they open a form using the User tool. What they are actually seeing is a different view than is identified in the Application. For instance if we have 2 views on a form, Support and Admin, we define Support in the application as the primary view. Sporadically, they will see the Admin view; which contains all the fields and is rather messy sometimes. This is the feedback we received from BMC this morning: Looking at the answers and explaination it seems like there might be a issue with the User tool cache. I would lke you to try the following for the users who are getting this issue. 1. Delete the records for this userd from the AR System User Preference form. 2. Change the home directory of the User tool and restart
Re: Add status reason to In Progress status
I did this recently there is code that removes the status reason based on selections from. Take a look at filter HPD:INC:ClearStatusReason_210 and add 'status' !=In Progress On Jan 3, 2013, at 4:17 PM, Peters, Ron rpet...@columbia.com wrote: ** Yep, I don’t care about the flow bar. I had already made the field read/write so I could create entries to match the hidden status reason ID field. I had done this a year or so ago to add a reason to the resolved status and that seemed to work fine. It’s weird that with the in progress status the reason keeps getting wiped out. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Thursday, January 03, 2013 12:56 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron, I did this recently with In Progress and Assigned Status Reasons. You are on the right track and almost there as long as you don’t care about the process flow bar stuff… The selection code on the record does need to match the Menu ID. “…that the selection code field on sys:status reason menu items cannot be modified even when creating a new record…” This is a known bug. You need to do is edit the SYS:Status Reason Menu Items form and make that field editable. Then for any records you create make that match the menu id on the hidden status reason field. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 3:45 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I see the pending option on the flow bar, I didn’t know it was there before. Typically I’ve just manually set the status to pending and chosen a reason. I’d like to do the same for in progress. I went through all the AL’s for ‘Window Loaded’ on HPD:Help Desk and only found one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn’t the status reason field. It’s likely I’m missing something. I believe the z1D_status_reason field gets its menu options from a menu object that pulls up from the status reason menu items. Not sure what I would do different there. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I guess it is only the Pending status reason you can pick from the process flow bar. You need the AL to set the field when you load the screen. Did you add the menu option to the z1D_Status_Reason field? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Thanks. I’ve done the first two items as mentioned in the OP. It’s funny the KB article didn’t mention anything about the selection code matching the menu ID and that the selection code field on sys:status reason menu items cannot be modified even when creating a new record. I’m not sure I understand what a status reason has to do with an entry in the process flow bar. I just to choose a status reason for incidents in the ‘In Progress’ status. Seems a simple enough concept. In any case, I found the AL that was clearing the field (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that’s not the only issue. I disabled that AL and now I can select the reason, press ‘save’ and the field remains. If I re-open the record, the field is once again empty. Not sure where to look now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron – was looking for something else but found this on BMC’s site https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 9:48 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I haven’t done a status reason for Incident but I have for Change. Did you update the SYS:Status Reason Menu Items form? You will have to add a record there. If you want it to show in the flow bar you will have to add records to the VIS:ProcessFlowStructureSetup form. Don’t forget the Interface form too. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 8:46 AM To: arslist@ARSLIST.ORG Subject:
Re: Add status reason to In Progress status
Ok then your values for ids dont match. Look at the field through your database. On Jan 3, 2013, at 4:48 PM, Peters, Ron rpet...@columbia.com wrote: ** Thanks. I was sure that was going to be it. I disabled the filter, open an incident, set the status/reason, save, and there’s no problem. Move to another ticket and back to the one that was saved OR re-open the want that was saved, and the status reason is blank. It’s still being lost somewhere. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Thursday, January 03, 2013 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Yes I forgot. I have just disabled it since we also use status reasons for assigned. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lou Sent: Thursday, January 03, 2013 4:24 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I did this recently there is code that removes the status reason based on selections from. Take a look at filter HPD:INC:ClearStatusReason_210 and add 'status' !=In Progress On Jan 3, 2013, at 4:17 PM, Peters, Ron rpet...@columbia.com wrote: ** Yep, I don’t care about the flow bar. I had already made the field read/write so I could create entries to match the hidden status reason ID field. I had done this a year or so ago to add a reason to the resolved status and that seemed to work fine. It’s weird that with the in progress status the reason keeps getting wiped out. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Thursday, January 03, 2013 12:56 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron, I did this recently with In Progress and Assigned Status Reasons. You are on the right track and almost there as long as you don’t care about the process flow bar stuff… The selection code on the record does need to match the Menu ID. “…that the selection code field on sys:status reason menu items cannot be modified even when creating a new record…” This is a known bug. You need to do is edit the SYS:Status Reason Menu Items form and make that field editable. Then for any records you create make that match the menu id on the hidden status reason field. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 3:45 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I see the pending option on the flow bar, I didn’t know it was there before. Typically I’ve just manually set the status to pending and chosen a reason. I’d like to do the same for in progress. I went through all the AL’s for ‘Window Loaded’ on HPD:Help Desk and only found one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn’t the status reason field. It’s likely I’m missing something. I believe the z1D_status_reason field gets its menu options from a menu object that pulls up from the status reason menu items. Not sure what I would do different there. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I guess it is only the Pending status reason you can pick from the process flow bar. You need the AL to set the field when you load the screen. Did you add the menu option to the z1D_Status_Reason field? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Thanks. I’ve done the first two items as mentioned in the OP. It’s funny the KB article didn’t mention anything about the selection code matching the menu ID and that the selection code field on sys:status reason menu items cannot be modified even when creating a new record. I’m not sure I understand what a status reason has to do with an entry in the process flow bar. I just to choose a status reason for incidents in the ‘In Progress’ status. Seems a simple enough concept. In any case, I found the AL that was clearing the field (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that’s not the only issue. I disabled that AL and now I can select the reason, press ‘save’ and the field remains. If I re-open the record, the field is once again empty. Not sure where to look now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 10
Re: Add status reason to In Progress status
The value of the menu in hpd helpdesl needs to match the status reason menu item. If it does not it does not return a value. On Jan 3, 2013, at 4:27 PM, Lou lrguar...@yahoo.com wrote: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Add status reason to In Progress status
I don't think disabling that filter is a good idea because that puts SLA's on hold depending on the status you pick. On Jan 3, 2013, at 4:35 PM, Cecil, Ken kce...@hubbell.com wrote: ** Yes I forgot. I have just disabled it since we also use status reasons for assigned. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lou Sent: Thursday, January 03, 2013 4:24 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I did this recently there is code that removes the status reason based on selections from. Take a look at filter HPD:INC:ClearStatusReason_210 and add 'status' !=In Progress On Jan 3, 2013, at 4:17 PM, Peters, Ron rpet...@columbia.com wrote: ** Yep, I don’t care about the flow bar. I had already made the field read/write so I could create entries to match the hidden status reason ID field. I had done this a year or so ago to add a reason to the resolved status and that seemed to work fine. It’s weird that with the in progress status the reason keeps getting wiped out. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Thursday, January 03, 2013 12:56 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron, I did this recently with In Progress and Assigned Status Reasons. You are on the right track and almost there as long as you don’t care about the process flow bar stuff… The selection code on the record does need to match the Menu ID. “…that the selection code field on sys:status reason menu items cannot be modified even when creating a new record…” This is a known bug. You need to do is edit the SYS:Status Reason Menu Items form and make that field editable. Then for any records you create make that match the menu id on the hidden status reason field. Ken. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 3:45 PM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I see the pending option on the flow bar, I didn’t know it was there before. Typically I’ve just manually set the status to pending and chosen a reason. I’d like to do the same for in progress. I went through all the AL’s for ‘Window Loaded’ on HPD:Help Desk and only found one that sets the z1D_CurrentDatabaseStatus field to $Status$ which isn’t the status reason field. It’s likely I’m missing something. I believe the z1D_status_reason field gets its menu options from a menu object that pulls up from the status reason menu items. Not sure what I would do different there. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** I guess it is only the Pending status reason you can pick from the process flow bar. You need the AL to set the field when you load the screen. Did you add the menu option to the z1D_Status_Reason field? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, January 03, 2013 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Thanks. I’ve done the first two items as mentioned in the OP. It’s funny the KB article didn’t mention anything about the selection code matching the menu ID and that the selection code field on sys:status reason menu items cannot be modified even when creating a new record. I’m not sure I understand what a status reason has to do with an entry in the process flow bar. I just to choose a status reason for incidents in the ‘In Progress’ status. Seems a simple enough concept. In any case, I found the AL that was clearing the field (HPD:SHR:OnDisplay_100_SetTempStatusReason) though that’s not the only issue. I disabled that AL and now I can select the reason, press ‘save’ and the field remains. If I re-open the record, the field is once again empty. Not sure where to look now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason to In Progress status ** Ron – was looking for something else but found this on BMC’s site https://kb.bmc.com/infocenter/index?page=contentid=KA298073actp=searchviewlocale=en_USsearchid=1357237212596 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, January 03, 2013 9:48 AM To: arslist@ARSLIST.ORG Subject: Re: Add status reason
MVP
I also say yes to the MVP vote.Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SQL or Oracle
You have to rebuild your ootb indexes to inlude case insensitive otherwise the bmc indexes will not be used. On Oct 4, 2012, at 8:38 AM, Hullule, Kiran kiran_hull...@bmc.com wrote: Case insensitive searches can perform very slows and can cause performance bottleneck at the remedy application layer as case insensitive queries may cause full table scan over unique index scan, I would go for Oracle. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Friday, September 28, 2012 8:06 PM To: arslist@ARSLIST.ORG Subject: Re: SQL or Oracle There was a recent discussion on this, if you check out the list archives. I'm not a dba, but one thing I'm looking forward to with MS SQL, if we move to it from Oracle, is the case-insensitive searching without having to do any special setup on the db side. David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Friday, September 28, 2012 10:25 AM To: arslist@ARSLIST.ORG Subject: Re: SQL or Oracle Oracle is not bad either. Usually I ask what does your company support most. If you have better people for Oracle then choose Oracle, same goes for MS-SQL. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Friday, September 28, 2012 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: SQL or Oracle ** The question I find most relevant is what platform your organization has the resources to support. Most of us can handle most day to day MSSQL tasks. Not so with Oracle, which requires someone trained and experienced. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Friday, September 28, 2012 9:08 AM To: arslist@ARSLIST.ORG Subject: SQL or Oracle All, I am setting up a brand new ARS with ITSM. The big decision is whether to go with SQL or Oracle as the backend. I prefer SQL; management thinks Oracle. Without starting a frightening Friday foray on the List, does anyone (LOL) on the list have an opinion? I really need some feedback with the Pros Cons of using either DB that I can take to my managers. So you know, the system is for an organization that will support about 3000 end users (Support staff plus customers). We have the entire ITSM suite to deploy which will be accomplished in stages. We will start with Asset and Incident Management then move onto Change and Release then to SRM. Anyone? Thank you, Sandra Hennigan Remedy Developer __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Status Reason Selection Code
That status reason is shared with other status selections. So when you change the status the status reason gets cleared out on some status changea. For example In Progress has no status reason. If there was a status reason there selected previously it will get cleared. Also be carefull because i have noticed that the newly selected status reason gets carried over for example when you close a ticket and it is not a valid status reason. On Oct 2, 2012, at 4:29 PM, Ahmed Sauga ahmed.sa...@gmail.com wrote: ** Hello Everyone. Having an issue customizing the status reason. I am adding additional values to it on the HPD:Help Desk Form. I have added the values in status_reason_hideen field. I have added the values to the SYS:Status Reason Menu Item. However, the Selection code on SYS:Status Reason Menu Item has been greyed out and blank; i cannot modify it. When i save the new value in this form, it also does not generate automatically. I recently made the same change to WOI:WorkOrder and it worked as expected. Why is the selection code greyed out? Any assistance would be appreciated. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Does ARS Require JDK
You only need the jdk on the midtier not the app server. P On Sep 12, 2012, at 5:44 PM, Ortega, Jesus A jesus.ort...@lyondellbasell.com wrote: ** I don’t know if 7.6.04 SP3 and SP4 does, but my last installation of SP2 made me install Java 32 bit to run Email Engine. I am using MAPI, for inbound emails, but that was done way after the install. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, September 12, 2012 4:37 PM To: arslist@ARSLIST.ORG Subject: Re: Does ARS Require JDK ** I am pretty sure the Email Engine can be 64-bit as long as you do not use MAPI. On a bit of a side note... we have started to create symbolic links to our JRE/JDK directories. We then configure the application to use these symlinks instead of the true install path. I know this pretty common in the *nix world however it can be done with Windows now. Here is an example: mklink /J D:\Program Files\Java\jdk D:\Program Files\Java\jdk1.6.0_35 This creates a link called jdk in the Java directory which points tot the true install path. Now it doesn't matter where Java wants to install we just update the link to point to the correct location anytime the path changes. Jason On Wed, Sep 12, 2012 at 2:17 PM, Ortega, Jesus A jesus.ort...@lyondellbasell.com wrote: Yes it does. And it may even require 2 version of it if you are planning to run AR system as 64 bit. This is because certain components do not run under 64 bit yet, such as email engine. Then you would have to have two JRE installs into separate directories. During the installation of AR system, you tell it where the 64 and 32 bit directories are. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Wednesday, September 12, 2012 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: Does ARS Require JDK The answer is yes, you will need the JDK, but I'd suggest reading the install guide and filling out the install worksheets to make sure you have everything you need in place which includes the prerequisites. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Ziniti Sent: Wednesday, September 12, 2012 3:34 PM To: arslist@ARSLIST.ORG Subject: Does ARS Require JDK Does ARS, email engine, etc require JDK or can we just install the stand alone JRE? -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/Does-ARS-Require-JDK-tp7582785.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: New Install of 7.6.03
If you tried doing the install previously there is am xml file that holds the hostname info which you need to delete but it should have shown the value of the hostname being used. A screen shot of the previous screen would be helpful. P On Sep 4, 2012, at 6:38 PM, Michael Latham mlatha...@hotmail.com wrote: ** Rob - I don't see your screen capture. Date: Tue, 4 Sep 2012 18:02:39 -0400 From: lrguar...@yahoo.com Subject: Re: New Install of 7.6.03 To: arslist@ARSLIST.ORG ** So you are saying you haven't entered the host name? P On Sep 3, 2012, at 1:40 AM, Robert Gajic robert.ga...@lmal.com.au wrote: ** Hi everyone! I am building a brand new instance of Remedy 7.6.03 (as this is our current production version) and I am getting an error very early on when installing AR 7.6.03. Oh some versions first; Windows server 2008 R2 Enterprise Database is SQL 2008 but irrelevant because I haven’t got that far yet. So the error I get (there has been no user input here besides naming a directory to install too, accepting licence agreement, custom setup, installing all components except mid-tier and full text image001.png Remember though I haven’t had a chance to enter any of the info in the error message.. Any thoughts? Regards Rob Gajic Lockheed Martin This message is intended only for the use of the intended recipient(s) If you are not an intended recipient, you are hereby notified that any use, dissemination, disclosure or copying of this communication is strictly prohibited. If you have received this communication in error please destroy all copies of this message and its attachments and notify the sender immediately _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: New Install of 7.6.03
So you are saying you haven't entered the host name? P On Sep 3, 2012, at 1:40 AM, Robert Gajic robert.ga...@lmal.com.au wrote: ** Hi everyone! I am building a brand new instance of Remedy 7.6.03 (as this is our current production version) and I am getting an error very early on when installing AR 7.6.03. Oh some versions first; Windows server 2008 R2 Enterprise Database is SQL 2008 but irrelevant because I haven’t got that far yet. So the error I get (there has been no user input here besides naming a directory to install too, accepting licence agreement, custom setup, installing all components except mid-tier and full text image001.png Remember though I haven’t had a chance to enter any of the info in the error message.. Any thoughts? Regards Rob Gajic Lockheed Martin This message is intended only for the use of the intended recipient(s) If you are not an intended recipient, you are hereby notified that any use, dissemination, disclosure or copying of this communication is strictly prohibited. If you have received this communication in error please destroy all copies of this message and its attachments and notify the sender immediately _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: catch the email before it is deleted
You can change the option to delete outgoing notification messages as well. P On Jul 12, 2012, at 4:20 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, Do you mean deleted from the mail server? You should have a copy in AR System Email Messages, right? When a record has been created in AR System Email Messages, the original mail is always deleted. You might configure your email system to keep a copy of all emails in another mailbox. 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. dear list, when an error occurs on email submission, the Email engine deletes the message and logs an entry in AR System Email Error Logs. I need to catch the email before it is deleted. Is there a (simple) way to do so? Any help would be appreciated. Best serouche ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: (prod issue) rpc socket delete from ar.conf
I have seen things in ar.cfg change on their own the latest one is surpress domain name from url i have it checked and somehow it keeps getting unchecked. On Jul 9, 2012, at 1:17 PM, Ddussie ddus...@aim.com wrote: Hi list, While on vacation, remedy hung. Of the sequence of events 1. Many out of state connection 2. Application restarted 3. Server Statistic was disable 4. Application restarted Not sure where in timeline this occurred, Rpc socket configuration was deleted from ar.conf. We have an issue open with bmc, pending response. However, Can anyone tell me what could have caused this? Dee ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Server group alias in notification web URL
Is your url not working because the domain is showing up? I had this issue and i went to the server information form and clicked surpress domain name but there are notifications that still embed the domain. Other option is to add the correct url with the variable for the ticket to the sys:notification record. P On Jul 6, 2012, at 7:41 AM, Nau, Michael m@ing-diba.de wrote: Hi, I tried changing the server name in ar.conf today on our test system so that Server-Name=GroupAlias and Server-Connect-Name=Hostname, as suggested. The result was that upon restarting the system, the server doesn't seem to recognize it's server license...ouch. Here are the errors I got: (ARNOTE 27) (ARWARN 42) (ARERR 337) (multiple times) (ARERR 4554) (multiple times) (ARERR 9755) (ARERR 9858) (from CMDB) Since I'm doing all this just to get a functioning link in notification messages, I'm now thinking about going with the dirty solution, that is using a filter on Email Messages and changing the URL... Thanks for the help, Michael -Original Message- From: Nau, Michael Sent: Monday, June 25, 2012 5:58 PM To: 'arslist@ARSLIST.ORG' Subject: RE: Server group alias in notification web URL Thanks guys, I'll have a look at the implications of changing the server names and then decide which path I'll take. Regards Michael -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Monday, June 25, 2012 5:07 PM To: arslist@ARSLIST.ORG Subject: Re: Server group alias in notification web URL Michael, The server sends the notification out as it 'knows itself'so if it knows itself via name1 instead of the group alias...that is what you will get. You should be able to configure both servers in the group to know themselves as the group name, and use the Server-Connect-Name for the server group node specific stuff (that's how I've set it up in the past) Or you could use the email replace filter as previously suggested. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nau, Michael Sent: Monday, June 25, 2012 8:21 AM To: arslist@ARSLIST.ORG Subject: Server group alias in notification web URL ** Hi List, we have two servers running ARS 7.0.01 as a group, and one MidTier server running V7.5. On SYS:Notification Messages I have configured Incident Assignment Notifications to include both an artask attachment for fullclient users and a web URL for midtier users. The server parameter in the web URK always points to the alias of the first server of the group. Since our midtier only knows the group alias, users who click on the link are getting an error message. How can I tell the servers to use the group alias in the web URL? Here's an example of the web URL the server is sending (I masked the server name): https://remedy/servlet/ViewFormServlet?form=NTE%3aNotifierserver=xx xxxeid=NTS12961712 Regards, Michael _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ING-DiBa AG, Frankfurt am Main. Registernummer HRB 7727, Handelsregister Amtsgericht Frankfurt am Main. Vorstand: Roland Boekhout (Vorsitzender), Herbert Willius (stellv. Vorsitzender), Bas Brouwers, Bernd Geilen, Katharina Herrmann, Martin Krebs. Aufsichtsrat: Ben Tellings (Vorsitzender) Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Mid-Tier error ARERR [9350] Network protocol/data error when performing data operation. Please contact administrator
Bmc gave me a javascript file that I could throw on midtier and it will pop the error with some more debug information. This error is be very generic. We had the same issue and it turned out to be our load balancer that was causing the issue. On Jul 3, 2012, at 4:52 PM, Jiri Pospisil jiri.pospi...@lchclearnet.com wrote: Hi, Thanks for the suggestion. But as I said, when I turn Fiddler on to take the trace, it works fine and the error disappears. Any idea why that might be? Jiri -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker Sent: 03 July 2012 21:00 To: arslist@ARSLIST.ORG Subject: Mid-Tier error ARERR [9350] Network protocol/data error when performing data operation. Please contact administrator Hello It's a bug in the Mid Tier. The stack trace is trying to convert a string, I assume read from the request, to a number. The string is empty and hence the parse fails, leading to the exception (which should be caught and handled, but isn't). I think you'll need to collect a Fiddler trace to find out what request is causing this to happen, as that's the root cause. John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are A copy of the LCH.Clearnet e-mail disclaimer can be found at: www.lchclearnet.com/disclaimer/email LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, London EC3N 1EA. Recognised as a Clearing House under the Financial Services Markets Act 2000. Reg in England No.25932. LCH.Clearnet SA, Siège Social, 18 rue du Quatre Septembre, 75002 Paris, Chambre de Compensation conformément au Code Monétaire et Financier. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Data Import
I have used the data load tool and it works well. The nice think is if you are creating thousand of records it will validate the data if there are errors and you can fix easily within the tool. P On Jun 21, 2012, at 9:57 AM, Bob Lind lindinmos...@gmail.com wrote: If you were going to import a bunch of Organization Data (CTM:People Organization) into ITSM 7.6.04 would you use the Data Management Tool or just set up an on demand AIE Data Exchange? I don't have anything else to update and using an AIE Data Exchange seems pretty simple. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
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Re: Mid Tier Start / Stop Services
You stop the Apache Tomcat Service. P On May 23, 2012, at 10:29 AM, Koyb P. Liabt tekkyto...@aol.com wrote: ** Hi, It has been a long time, and I forgot how to start/stop the Mid Tier services. Do I start / stop the services in the configuration tool ? or by selecting the Apache Tomcat service and stopping it? I looked in the Mid Tier guide and it was showing me how to manually stop the Servlet for HPUX. I must be overlooking something. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Apache Tomcat not starting from services
Did you modify the Server.xml file at all? I made some config changes and this happened to me as well. I would also recommend installing tomcat 7 it works very well and you can install it and keep tomcat 6 you just have to disable it. P On May 22, 2012, at 12:48 PM, Batwe, Saurabh [ITSUS Non-JJ] sba...@its.jnj.com wrote: ** Hi All, We are facing a issue on the web server – win 2008 R2, where we have installed Remedy Midtier V7.6.04. It required Tomcat but the same cannot be started from the services. We are able to start it using the Startup batch file. Thanks Regards Saurabh Batwe _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ apache error.JPG ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
[no subject]
Quick question. Why is it when I reply to a question I never see the email? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ITSM 7.6.04 Consoles slow to open with IE 6 SP2
I upgraded the midtier to 7.6.04 sp3 and the midtier is much faster. Also thick client is almost not functional in this version so asking about the thick client is a mood point. P On May 10, 2012, at 12:00 PM, Suresh Loganathan ersures...@gmail.com wrote: ** Hi, Let me know which client you are using? Thick Client or Thin Cleint. If you are using thin client (Web URL) then it might be one of the browse issue. Please flush the browser cache and deleted the temparory files from browser and local system. Finally, Relogin and check the status. Regards, Suresh Loganathan On Wed, May 9, 2012 at 4:15 AM, John Baker jba...@javasystemsolutions.com wrote: Phil Download Fiddler, load the website, and look at the statistics to see what is taking the time to load. John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM not generating INCIDENTS and WOs in Remedy 7.6.04
I have seen this when you are in a server group and your servers do not come up in the right order. Try stopping and starting your ar servers. Then go to your service request form and see if the status changes from submitted to planning. P P On Apr 2, 2012, at 10:37 AM, Tauf Chowdhury taufc...@gmail.com wrote: What does the retry counter value say Sent from my iPhone On Apr 2, 2012, at 10:36 AM, Anshul Sangal anshul_san...@dell.com wrote: The requests are stuck in running status in CAI:Events form Thanks and Regards Anshul Sangal Software Development Analyst Dell | ITSM Technology Services Cell No: +91-9900846773 Email : anshul_san...@dell.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Monday, April 02, 2012 8:03 PM To: arslist@ARSLIST.ORG Subject: Re: SRM not generating INCIDENTS and WOs in Remedy 7.6.04 Check the CAI:events form also for any failed transactions. Sent from my iPhone On Apr 2, 2012, at 10:24 AM, Anshul Sangal anshul_san...@dell.com wrote: Remedy 7.6.04- SRM is not generating INCIDENTs and WOs. In case anybody familiar with this issue and know the resolution, please update your comments here. Thanks in advance. __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
