AW: Unable to access a dblink table from AR Administrator

[Martin, Conny]

You must write the table name in uppercase letters.

Kind Regards Conny
 

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von Ravi
Gesendet: Tuesday, December 16, 2008 4:29 PM
An: arslist@ARSLIST.ORG
Betreff: Unable to access a dblink table from AR Administrator

Hi: I have remedy on one server and oracle database on another server. 
When I try to access a table accessible via dblink to create a view form, I get 
the following error

Requested database table not found.  Please check the spelling (table name is 
case-sensitive) : alarm_translat...@mds_arsp02_dblink (ARERR 481).

I can access the table from the sql prompt on the oracle database under aradmin 
user.
bash-2.05$ sqlplus ARADMIN/p...@rmdsp02
.
.
SQL> select count(*) from alarm_translat...@mds_arsp02_dblink;

  COUNT(*)
--
  6321


Any suggestions.
Thanks
Ravi

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AW: AW: Using value from a SQL menu in another SQL menu's query

[Martin, Conny]

You must set the "Refresh" option of your menu to "On Open". 

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von Ravi
Gesendet: Montag, 15. Dezember 2008 20:13
An: arslist@ARSLIST.ORG
Betreff: Re: AW: Using value from a SQL menu in another SQL menu's query

Gary, Opela: thanks. the $fieldid$ worked. One thing I am noticing is that when 
I select customer and click on the devices, it shows the correct list of 
devices the first time. But when I change the customer, I keep seeing the same 
device list I saw the first time. Do I have to create a active link and perform 
something or can I set some property in the form so the device query is rerun 
everytime I change the customer?

Thanks
Ravi
Martin, Conny wrote:
> You should enclose the fieldid in $ not in %
>
> -Ursprüngliche Nachricht-
> Von: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] Im Auftrag von Opela, Gary L CTR USAF 
> AFMC 72 CS/SCBAH
> Gesendet: Montag, 15. Dezember 2008 19:54
> An: arslist@ARSLIST.ORG
> Betreff: Re: Using value from a SQL menu in another SQL menu's query
>
> Ravi, try referencing the field ID of the txt_CUSTNAME, such as %536870914%, 
> in the SQL Query. You might have to work with it a little, I cannot think off 
> the top of my head using a field ID in a direct SQL menu, but I think it will 
> work. The menus don't see the field names, just the IDs.
>
> Thanks,
>
> Gary Opela, Jr.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Ravi
> Sent: Monday, December 15, 2008 12:47 PM
> To: arslist@ARSLIST.ORG
> Subject: Using value from a SQL menu in another SQL menu's query
>
> I have a form with two menus: customer and device. The customer menu 
> lists all the customers using a SQL (select distinct(CUST_NAME) from 
> ASSET order by CUST_NAME). I want the 2nd menu to list devices that 
> belong to that customer (select distinct(DEV_NAME) from ASSET where 
> CUST_NAME = 'txt_CUSTNAME' order by DEV_NAME). txt_CUSTNAME is the 
> name of the customer field in the form. This does not seem to be 
> working. How
>
> do configure the 2nd menu to use the customer the user selected from 
> the
>
> first menu item?
>
> Thanks
> Ravi
>
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AW: Using value from a SQL menu in another SQL menu's query

[Martin, Conny]

You should enclose the fieldid in $ not in % 

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von Opela, Gary L CTR USAF AFMC 72 
CS/SCBAH
Gesendet: Montag, 15. Dezember 2008 19:54
An: arslist@ARSLIST.ORG
Betreff: Re: Using value from a SQL menu in another SQL menu's query

Ravi, try referencing the field ID of the txt_CUSTNAME, such as %536870914%, in 
the SQL Query. You might have to work with it a little, I cannot think off the 
top of my head using a field ID in a direct SQL menu, but I think it will work. 
The menus don't see the field names, just the IDs.

Thanks,

Gary Opela, Jr.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ravi
Sent: Monday, December 15, 2008 12:47 PM
To: arslist@ARSLIST.ORG
Subject: Using value from a SQL menu in another SQL menu's query

I have a form with two menus: customer and device. The customer menu lists all 
the customers using a SQL (select distinct(CUST_NAME) from ASSET order by 
CUST_NAME). I want the 2nd menu to list devices that belong to that customer 
(select distinct(DEV_NAME) from ASSET where CUST_NAME = 'txt_CUSTNAME' order by 
DEV_NAME). txt_CUSTNAME is the name of the customer field in the form. This 
does not seem to be working. How

do configure the 2nd menu to use the customer the user selected from the

first menu item?

Thanks
Ravi


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AW: Form to access/edit data in another user's table

[Martin, Conny]

I can't agree with this. We've done this many times and a View Form behaves 
like any other Regular Form. If the underlying database object allows inserts 
and updates and you have a unique indentifier which can serve as request_id 
field everything is ok.

Here an excerpt out of the documentation

When creating view forms, remember the following guidelines and limitations:

􀂄 The database table must reside on, or be accessible to, the database that
AR System is using.
NOTE
For DB2 databases, you can connect only to database tables in the AR System
database.

􀂄 The ARAdmin user must have read and write access privileges on the database
table.

􀂄 The database table must have a column (field) that enforces non-null and 
unique
values. This column acts as the Request ID. If the administrator chooses a
column that is not unique or that allows nulls, data corruption might occur. The
Request ID field must be an integer or character field with 6–15 characters.
Otherwise, the Key field list is empty, and you cannot create the view form.

􀂄 A view form can be manipulated as a regular form type with these exceptions:

􀂄 You can add only Required and Optional fields that correspond to actual
columns in the data source. You can add a Display Only field only when the
column name does not correspond to a column in the data source.

􀂄 A view form cannot be used in join forms.

􀂄 After you attach an AR System field to a column in the database table, you
cannot reattach the field to a different column, but you can change other field
properties.

􀂄 Status history, diary, currency, and attachment fields are not supported on
view forms.

􀂄 You cannot change the type of a text field or change the length of any field
after initial creation.

􀂄 FTS operations are not available.

􀂄 Only the following data types are supported in view forms:

􀂄 DB2—varchar, varchar2, char, clob, integer, smallint, real, double

􀂄 SQL Server—char, varchar, tinyint, smallint, int, text, real, float, decimal

􀂄 Oracle®—varchar, varchar2, char, clob, number, float

􀂄 Informix—char, varchar, int8, smallint, integer, text, smallfloat, float,
decimal

􀂄 Sybase—char, varchar, tinyint, smallint, int, text, real, float, decimal

􀂄 You cannot use a view form to access LOBs on a remote database.

􀂄 Long columns (that is, text or clob) must allow null values.



Kind Regards Conny

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von William Rentfrow
Gesendet: Samstag, 13. Dezember 2008 05:30
An: arslist@ARSLIST.ORG
Betreff: Re: Form to access/edit data in another user's table

Sure, but not with the inherent built-in save/modify functionality that exists 
in regular forms.  

Assuming you have the correct permissions set up in the database you can write 
workflow to do this all via SQL actions.  So essentially you create a view form 
to display the data and buttons/dialog windows to gather changes and direct SQL 
actions to perform the updates.

I've been there, done that - it's workable but if you are doing anything 
complicated it can be very time consuming. 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ravi
Sent: Friday, December 12, 2008 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Form to access/edit data in another user's table

Hi: is it possible to create a form based of another table which is not just a 
view form. I want to be able to change the data in that table from a remedy 
form. The table currently exists under a different user on the same database.

Thanks
Ravi


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AW: Please Help - my enumvals ARS Perl 1.91 Remedy 7.1

[Martin, Conny]

The return value (structure) of ars_GetField has changed. I don't know exact 
version when this was changed.

This sub takes the return value of ars_GetField and returns an array. This sub 
is also compatible to the old structure returned in earlier versions of ARSPerl.

sub enum_values ($) {

  my $limit = $_[0]->{'limit'};
  my @values;
  if (ref($limit) eq 'HASH') {
my $h = $limit->{'enumLimits'};
if (ref($h) eq 'HASH') {
  if (defined($h->{'regularList'} )){
my $z = $h->{'regularList'};
@values = @$z;
  } elsif (defined($h->{'customList'} )){
foreach my $item (@{$h->{'customList'}}){
  $values[$item->{'itemNumber'}] = $item->{'itemName'};
}
  }
} else {
  @values = @$h;
}
  } else {
@values = @$limit;
  }

  return @values;

} 

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von kishorkv
Gesendet: Freitag, 12. Dezember 2008 23:32
An: arslist@ARSLIST.ORG
Betreff: Please Help - my enumvals ARS Perl 1.91 Remedy 7.1

I am new to Perl and ARSPerl. I have experience in Java Working on upgrade 
project ARS 6.3 to 7.1 Upgrade.
I have started learning Perl and ARSPerl but NOT that good so far.

With Remedy 7.1 Perl api (1.91) and latest Active perl I get following error 
for my existing (6.3 working) perl script.
CGI Error
The specified CGI application misbehaved by not returning a complete set of 
HTTP headers.


My Perl script functions looks like this, after using log4perl and debuggin I 
got the point where I have the issue, it is getting enum values.
Line: my @enumvals = @{$fieldinfo->{limit}};

sub ARS_getreportformat {
   # returns a ptr to an array of ptrs (to arrays) containing display data for 
this view
   # NOTE: the returned data is sorted by display_order!!
   my $c = $_[0];
   my $view = $_[1];
   my $ret_form;
   my %ret_report_format;
   # get grid defintions
   my $form_def = "rdpv_grid_def";
   my $qualification = qq,'View Name' = "$view",;
   unless ($qual = ars_LoadQualifier($c, "$form_def", "$qualification")) {
   print "$ars_errstr\n";
die;
   }
  %entries = ars_GetListEntry($c, "$form_def", $qual, 0, 0) ;
   print "Grid definition not found : $view \n" if scalar(%entries) == 0 ;
   
   # should only be one!!
   foreach $entryid(keys %entries) {
  unless (%fidvals = ars_GetEntry($c, "$form_def", "$entryid")) {
print "$ars_errstr\n";
die ;
  }
  $ret_report_format{display}{title} = $fidvals{536870913};
  $ret_report_format{display}{excel} = $fidvals{536870914};
  $ret_report_format{sql}{order} = $fidvals{536870915};
  $ret_report_format{display}{denote_new_sorted_val} = $fidvals{536870916};
  $ret_report_format{display}{javascript} = $fidvals{536870918};
  $ret_report_format{display}{percmain1} = $fidvals{536870919};
  }
   # get grid-column defintions
   my $form_cols = "rdpv_grid_def_cols";
   my $display_order_fid = 536870916;
   $qualification = qq,'View Name' = "$view",;
   unless ($qual = ars_LoadQualifier($c, "$form_cols", "$qualification")) {
print "$ars_errstr\n";
die;
   }
  %entries = ars_GetListEntry($c, "$form_cols", $qual, 0, 0);
   foreach $entryid(keys %entries) {
  unless (%fidvals = ars_GetEntry($c, "$form_cols", "$entryid")) {
print "$ars_errstr\n";
die;
  }
  $order = $fidvals{$display_order_fid};
  $ret_report_format{display}{columns}{$order}->{form} = 
$fidvals{536870913};
  $ret_report_format{display}{columns}{$order}->{field} = 
&RAD_fid_til_semi($fidvals{536870914});
  $ret_report_format{display}{columns}{$order}->{display_type} = 
$fidvals{536870915};

  # if enum, pass form and fid for reference
  if ($fidvals{536870915} eq "enum") {
  $fidvals{536870913};
  my $frs_para = $c;
  my $sec_para = $fidvals{536870913};
  my $thrd_para =
$ret_report_format{display}{columns}{$order}->{field};
$ret_report_format{display}{columns}{$order}->{enum} = 
&ARS_getEnumVals($c, $fidvals{536870913}, 
$ret_report_format{display}{columns}{$order}->{field});
}
  $ret_report_format{display}{columns}{$order}->{alternate_label} = 
$fidvals{536870917}; 
  $ret_report_format{display}{columns}{$order}->{special_instructions} = 
$fidvals{536870918};
  $ret_report_format{display}{columns}{$order}->{max_width} = 
$fidvals{536870919};
  $ret_report_format{display}{columns}{$order}->{wrap_at} = 
$fidvals{536870920};
  $ret_report_format{display}{columns}{$order}->{convert_to} = 
$fidvals{536870921};
  $ret_report_format{display}{columns}{$order}->{url} = $fidvals{536870924};
  $ret_report_format{display}{columns}{$order}->{sortorder} = 
$fidvals{536870925};
  $ret_report_format{display}{columns}{$order}->{sortedby} = 
$fidvals{536870926};
  $ret_form = $fidvals{536870913};
  }

   return ($

AW: Move to next or previous table field row

[Martin, Conny]

you must do a set field on the table-field to select a specific row. But there 
is some offset you must add to the rownumber.
 
Search für "walking" in Master-Index and you'll find the right place.
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von arlist...@aol.com
Gesendet: Freitag, 12. Dezember 2008 13:38
An: arslist@ARSLIST.ORG
Betreff: Move to next or previous table field row


** 
 
Hi Everyone,
 
I should know this, as its pretty basic, but a PDF search has not found the 
answer.
 
A table field row is selected by the user.  User clicks button (next or 
previous) and existing row is now deselected, and either the next or previous 
row is highlighted.
 
Expecting the answer to be straight forward.
 
Thank you kindly
Mike
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AW: set fields by process error

[Martin, Conny]

check if the user which is running arserverd has execute permissions on
/home/aramey/html2text-0.003/html2text.pl 
 
 



Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von Ramey, Anne
Gesendet: Donnerstag, 11. Dezember 2008 16:45
An: arslist@ARSLIST.ORG
Betreff: set fields by process error


** 

I am getting an exit code: 127 set fields action error when trying to
use the following in a set fields action to strip HTML from an email
body:

$PROCESS$ "echo ""$Email Body$"" |
/home/aramey/html2text-0.003/html2text.pl "

 

The process works fine when I run it from the command line:

btw, it does work from the command line:

[EMAIL PROTECTED] db#  echo "Test headertest

> Anne Ramey

> test" | /home/aramey/html2text-0.003/html2text.pl

Starting /home/aramey/html2text-0.003/html2text.pl ...

Test header

===

 

 

test

Anne Ramey test

 

Anyone know what exit code 127 means? or see any syntax errors?  I can't
find the set field error exit codes anywhere in the documentation.

 

AR System 7.0.1 Patch 5, ITSM 7.0.03 patch 7 on Red Hat Linux.  Oracle
backend.

 

Thanks,

 

Anne Ramey
***

E-mail correspondence to and from this address may be subject to the
North Carolina Public Records Law and may be disclosed to third parties
only by an authorized State Official.

 

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AW: reset arrecond.log

[Martin, Conny]

If you are on a Unix Box you can do >arrecond.log 

After that the logfile should be empty. If you move or rename the file then you 
only change a entry in a mapping table (filename -> inode). Once a file is 
opened the filename has no meaning at all. You can even delete the file and the 
process will continue writing to the file.

Kind Regards Conny

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Im Auftrag von Drew Shuller
Gesendet: Donnerstag, 11. Dezember 2008 16:02
An: arslist@ARSLIST.ORG
Betreff: Re: reset arrecond.log

The reason I'm asking is because first we created a directory below the one 
that the file was in, and moved the file to that directory. The RE continuted 
to write to the file. Then we renamed the file, but the RE still wrote to it.

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AW: Proxy Apache Web Server to Tomcat issues

[Martin, Conny]

we're using mod_proxy_ajp
http://httpd.apache.org/docs/2.2/mod/mod_proxy_ajp.html
 
look at the output of httpd -l to see if it's compiled in. 
 
Add these two lines to your httpd.conf
 
ProxyPass /arsys ajp://localhost:8009/arsys
ProxyPassReverse /arsys ajp://localhost:8009/arsys
 
configure your tomcat to have an ajp connector on port 8009
 
HTH
 
Kind Regards Conny
 
 
[EMAIL PROTECTED]:/ars/apache-2.2.4> ./bin/httpd -l
Compiled in modules:
  core.c
  mod_authn_file.c
  mod_authn_default.c
  mod_authz_host.c
  mod_authz_groupfile.c
  mod_authz_user.c
  mod_authz_default.c
  mod_auth_basic.c
  mod_include.c
  mod_filter.c
  mod_log_config.c
  mod_env.c
  mod_setenvif.c
  mod_proxy.c
  mod_proxy_connect.c
  mod_proxy_ftp.c
  mod_proxy_http.c
  mod_proxy_ajp.c
  mod_proxy_balancer.c
  prefork.c
  http_core.c
  mod_mime.c
  mod_status.c
  mod_autoindex.c
  mod_asis.c
  mod_cgi.c
  mod_negotiation.c
  mod_dir.c
  mod_actions.c
  mod_userdir.c
  mod_alias.c
  mod_rewrite.c
  mod_so.c




Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von Jason Miller
Gesendet: Dienstag, 9. Dezember 2008 22:00
An: arslist@ARSLIST.ORG
Betreff: Proxy Apache Web Server to Tomcat issues


** We are working on bring up a new web server.  We want to use Tomcat
for the JSP engine and run a full Apache web server as the front end as
an app firewall and for static content.  We have tried various
combinations of mod_proxy, mod_rewrite and even tried mod_proxy_html.

We want to proxy traffic on :443/arsys to :8080/arsys on the same
server.  Static pages work fine, our proxy for :443/rkm to :8080/rkm
works and even the Mid-Tier configuration works from
:443/arsys/shared/config/config.jsp to
:8080/arsys/shared/config/config.jsp.

We also tried setting up a ProxyFilter section in C:\Program Files\AR
System\Mid-Tier\WEB-INF\web.xml as suggested in "Configuring Apache
2.0.x to work as a Proxy server using mod_proxy on UNIX"
(KM-00025464) without any success (after restarting Tomcat).
When we try to access an actual Remedy form, the new 7.1 Loading icon
sits in the middle of the page and nothing ever happens, not an even
timeout.  We have set the MT logs to Fine and watching the logs do not
show any activity during this Loading period (no looping).

The last line of the log if access by :8080 directly or through Apaches
:443 is:


Dec 9, 2008 12:11:38 PM - FINE (com.remedy.log.SERVLET) :
server:||app:null||form:Home Page||view:Support
View||file:||appResource:null||size:3


Opening the same URL path from :8080/arsys is 93 lines and :443/arsys is
only 30 lines (let me know if you wish to see the missing content, this
posting is getting long enough without it)

Has anybody else running a full Apache front end had these kinds of
issues?
Any suggestions as to the proper way to configure this type of setup (I
am not terribly Apache literate)?

Environment
  firewall (only allowing 443 from the cloud) 
Web Server
OS: Window 2003
JSP Engine: Tomcat  5.5.26  Port 8080
Web Server: Apache 2.2 Port 443
Mid Tier 7.1 patch 3

  DMZ  
ARS Server
OS: Window 2003
DB. MS SQL 2005
ARS 7.0.01 patch 6

Thanks,
Jason

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AW: Escalation Issue

[Martin, Conny]

What about creating a View Form containing only the RequestID and
Assignee Group Field. You can run the Escalation on the View Form and
modified date gets not updated.
 
 



Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von LJ Longwing
Gesendet: Montag, 8. Dezember 2008 21:17
An: arslist@ARSLIST.ORG
Betreff: Re: Escalation Issue


** 
Only way you can update a record without changing the last mod by and
date (in a supported way) is through a 'merge' action on the
recordyou could if you would like, write an API program that would
update the records via merge, which wouldn't cause the last mod fields
to change (if I remember correctly)...or do you also need to set the
fields during the merge to have them not auto updatedI forget.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sree Vyas
Sent: Monday, December 08, 2008 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Escalation Issue


** 
Hi All,
 
I have inherited one escalation which change Assignee group to "Public"
for all the records. I knew it changes the modified date to the current
date when Escalation date.
 
Could anybody suggest any way to change Assignee group to "0" without
modifying other fields in a record.
 
Thru Database?
 
Regards,
Vyas
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AW: Date Format.

[Martin, Conny]

Hi 
 
on the server side you can do this by setting ARDATE env. variable.
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von Rohini Prasher
Gesendet: Freitag, 5. Dezember 2008 16:40
An: arslist@ARSLIST.ORG
Betreff: Date Format.


** 

Can we change the default date format MM/DD/ of remedy to MMM/ DD/
.

 

Regards,

Rohini Prasher

 

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AW: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

[Martin, Conny]

Hi Norm,

If you do a table scan on a huge table, then storage is the bottleneck. The 
data must be read from disk and that's slow.

Kind Regards Conny

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Im Auftrag von Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE
Gesendet: Donnerstag, 4. Dezember 2008 15:17
An: arslist@ARSLIST.ORG
Betreff: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

*** ADDITIONAL THOUGHTS ***

So I was thinking about this last night on the drive home.  Here is what I 
believe is the anatomy of the problem:

1) The Remedy client allows end user to construct their own queries, including 
against diary fields

2) End users query diary fields

3) Because of the voluminous amount of data in the diary field and because 
searching a diary is effectively performing a LIKE against that voluminous 
amount of data, that puts a heavy query load on the underlying DB

4) The underlying DB locks the table during such a query to prevent itself from 
returning stale/uncommitted/dirty data

5) Because the table is locked, other users attempting to do a search or commit 
lock up until the table is unlocked

Now the thing that makes me wonder is step 3.  Most assuredly, performing a 
LIKE statement against a voluminous amount of data in a diary field is 
intensive.  However, the CPU utilization during this operation remains under 
10%.  One would think that if the query is burdensome, the CPU would peg out at 
100% to complete the request faster.

Is it, perhaps, not the processor that's causing the query to return so slowly? 
Perhaps it's a memory issue? I'm going to monitor memory consumption by the SQL 
process to test this hypothesis.

Thoughts?

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Martin, Conny
Sent: Thursday, December 04, 2008 2:03 AM
To: arslist@ARSLIST.ORG
Subject: AW: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

There is an option in ar.conf 

Select-Query-Hint: NOLOCK 

Documentation says:

The text to be used in a query hint (in the WITH clause of a SELECT
statement) when queries are supplied to SQL Server databases. This parameter 
works only on queries triggered by GLE, GLEWF, and GME API calls.
If this configuration item is an empty string or is not present, no WITH clause 
is generated. Consult your SQL Server to determine the appropriateness of using 
this feature in your environment.
The Select-Query-Hint option is commonly used with a NOLOCK setting for 
allowing queries to execute without being blocked by simultaneous updates, 
thereby improving performance. For example, to allow SQL Server to read data in 
the process of being updated and avoid blocking,
specify:
Select-Query-Hint: NOLOCK

Here is a useful site explaining NOLOCK 
http://articles.techrepublic.com.com/5100-10878_11-6185492.html


Using NOLOCK has some drawbacks. If you don't want these drawbacks use Oracle! 
Oracle never put's locks on tables/rows that are read by a select statement.

Kind Regards Conny



-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Im Auftrag von LJ Longwing
Gesendet: Donnerstag, 4. Dezember 2008 03:31
An: arslist@ARSLIST.ORG
Betreff: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

I completely agree that we are talking about a like statement on a wide table 
that won't use an index with over 500K records in it...this is a 'bad'
thing to say the leastbut according to my DBA, you can instruct SQL to not 
block other query/update/insert to the table while the inefficient query is 
being run...while this isn't ideal...it makes it so that it's not blocking.  
It's dirty, not because it's inefficient, but because it's possible for the 
data to change before it's all given to you...and I agree that this is likely 
to happen on any DBany db that allows searching on the diary fields.  One 
'solution' that you could look into that others recommended earlier in the 
thread is to use the Full Text Search capability reintroduced in the 7.x 
worldit is a separate indexing service that indexes specific fields that 
you want to search on (diary fields especially) and allows for efficient 
searching of those records without hurting the DB. 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE
Sent: Wednesday, December 03, 2008 4:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, that's called SQL injection, but that doesn't apply here, as Remedy 
guards against it through parameterized statements.

In this case, the "dirty" query isn't really dirty, it's just inefficient.

AW: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

[Martin, Conny]

There is an option in ar.conf 

Select-Query-Hint: NOLOCK 

Documentation says:

The text to be used in a query hint (in the WITH clause of a SELECT
statement) when queries are supplied to SQL Server databases. This
parameter works only on queries triggered by GLE, GLEWF, and GME API
calls.
If this configuration item is an empty string or is not present, no WITH
clause is generated. Consult your SQL Server to determine the
appropriateness of using this feature in your environment.
The Select-Query-Hint option is commonly used with a NOLOCK setting
for allowing queries to execute without being blocked by simultaneous
updates, thereby improving performance. For example, to allow SQL
Server to read data in the process of being updated and avoid blocking,
specify:
Select-Query-Hint: NOLOCK

Here is a useful site explaining NOLOCK 
http://articles.techrepublic.com.com/5100-10878_11-6185492.html


Using NOLOCK has some drawbacks. If you don't want these drawbacks use Oracle! 
Oracle never put's locks on tables/rows that are read by a select statement.

Kind Regards Conny



-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Im Auftrag von LJ Longwing
Gesendet: Donnerstag, 4. Dezember 2008 03:31
An: arslist@ARSLIST.ORG
Betreff: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

I completely agree that we are talking about a like statement on a wide table 
that won't use an index with over 500K records in it...this is a 'bad'
thing to say the leastbut according to my DBA, you can instruct SQL to not 
block other query/update/insert to the table while the inefficient query is 
being run...while this isn't ideal...it makes it so that it's not blocking.  
It's dirty, not because it's inefficient, but because it's possible for the 
data to change before it's all given to you...and I agree that this is likely 
to happen on any DBany db that allows searching on the diary fields.  One 
'solution' that you could look into that others recommended earlier in the 
thread is to use the Full Text Search capability reintroduced in the 7.x 
worldit is a separate indexing service that indexes specific fields that 
you want to search on (diary fields especially) and allows for efficient 
searching of those records without hurting the DB. 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE
Sent: Wednesday, December 03, 2008 4:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, that's called SQL injection, but that doesn't apply here, as Remedy 
guards against it through parameterized statements.

In this case, the "dirty" query isn't really dirty, it's just inefficient.
That is, searching a massive diary field against a half million records, which 
Remedy allows you to do out-of-the-box.

I hope Doug is monitoring this thread, as I think what I'm describing could 
happen on ANY database.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of LJ Longwing
Sent: Wednesday, December 03, 2008 4:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

I'm told by my DBA that it's possible to write 'dirty' queries that won't lock 
the DB, but I haven't been able to figure out how to make Remedy run 
them...it's basically an appendage to the end of the sql statement. 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kaiser, Norm E CIV USAF AFMC
96
CS/SCCE
Sent: Wednesday, December 03, 2008 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Well, it looks like I found it.  Microsoft SQL handles lock escalation 
dynamically.

The escalation can, well, escalate to a table lock.  Here's Microsoft article 
on the issue:

http://support.microsoft.com/kb/323630

I ran the Profiler, and sure enough, that's exactly what's happening!

The fix? Write better, smaller queries.

Damn.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Darrell Reading
Sent: Wednesday, December 03, 2008 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: UPDATE: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Is there something going on with that table that locks it when someone 
searches?  Maybe it is as simple as changing the lockmode from table to row?



Darrell Reading Systems Engineer
Phone 479.204.5739
[EMAIL PROTECTED]

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Wednesday, December 03, 2008 14:

AW: Business Time

[Martin, Conny]

Hi Mark,

You should enclose $Date/Time Field$ with double quotes. There are blanks in 
standard Remedy Date-Format.

Do you get some error messages?

Kind Regards Conny

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Im Auftrag von Brittain, Mark
Gesendet: Dienstag, 2. Dezember 2008 23:03
An: arslist@ARSLIST.ORG
Betreff: Business Time

Hi All,

I am venturing into the world of business time and can't seem to get the syntax 
right. Based on what is in the book it should be either but I am getting and 
error. What I am trying to do is take the value from the $Date/Time Field$ add 
8 business hours and do a Set Field. Any ideas where I have gone wrong?

$PROCESS$ Application-Bus-Time-Add $Date/Time Field$ [8 [3 [Holidays 
[Workdays

Or

$PROCESS$ Application-Bus-Time-Add $Date/Time Field$ "8" "3" "Holidays"
"Workdays"

ARS 6.3 patch 20

Thanks


Mark Brittain


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AW: Alert tool

[Martin, Conny]

Hi Frex,
 
here is a little picture which i took out of the documentaion. I've
added some IP Adresses and Port-Numbers to explain our Firewall Guys the
communication between Alert Client and ARSystem Server. I think the
problem in your environment is the TCP-Call coming from the server to
the client.
 
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von Frex Popo
Gesendet: Dienstag, 2. Dezember 2008 11:06
An: arslist@ARSLIST.ORG
Betreff: Alert tool


** 
Dear all,
 
We are having few issues sending alerts over the VPN. I had a chat with
someone in the Network team and was asked to send some 

document (preferably with some diagram) explaining how the communication
between server <-> alert is done at the TCP/UDP level in order to help
them configure the VPN server.
 
We have two 7.1.0 Patch04 servers in a a MS2300 Enterprise/load
balancing env.
 
any help will be very much appreciated.
Regards
frex  

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AW: How do I find users who are connected using a preference server

[Martin, Conny]

Hi Frex,
 
my suggestion:
 
1. Create a new Form
2. Create a new AL on this Form which fires on "Window Open". First
Action: Run Process "PERFORM-ACTION-REFRESH-PREFERENCE 1"
3. edit your ar.conf and add "Init-Form: your_new_form"
 
Now everytime a user logs on to the system with preference server the
corresponding preference entry gets modified.
 
HTH
 
Kind Regards Conny
 




Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von Robert Molenda
Gesendet: Sonntag, 30. November 2008 07:26
An: arslist@ARSLIST.ORG
Betreff: Re: How do I find users who are connected using a preference
server


** 
The form you are looking for is called "AR System User Preference" -
however it will not show "who is currently connected" it will show you
how "has connected" with the preference server set. Nor does it indicate
that they are "currently connected WITH the preference server".
 
HTH
Robert


On Sat, Nov 29, 2008 at 6:09 PM, Frex Popo <[EMAIL PROTECTED]> wrote:


** 


Hello everyone,
 
Is there a way to find out who is currently connected using a preference
server? I briefly checked the table names in the database but did not
find any. 
 
I enabled the user log and connected using the preference server, the
log does not show such information, none in the user cache. 
 
Thanks in advance
frex



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AW: Core Fields Expand Box

[Martin, Conny]

Hi,

We've done this using the Java-API. If you are interested in some code snippet, 
let me know.

Kind Regards Conny 

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Im Auftrag von ccrashh
Gesendet: Freitag, 28. November 2008 15:56
An: arslist@ARSLIST.ORG
Betreff: Core Fields Expand Box

Someone asked this way back in 2007, but no one replied.

In typical hamfisted fashion, BMC has shoved out a modification that impacts 
every regular form - that is, the core character fields have increased from 30 
to 254.  This means, of course, that if you left the Expand Box option to 
Default in the field properties, every one of the fields (Submitter, Last 
Modified By, and Assigned To) has an Expand Box showing.  In most cases, this 
has caused the GUI on our forms to look ridiculous.  Does anyone know of a 
quick way to change the Expand Box option to Hide?  I was hoping for a cool SQL 
statement like

UPDATE field_dispprop
SET  to 
WHERE fieldid=4

The above would update all Assigned To fields.  Of course, the option for the 
expand box is in the proplong or propshort columns so it looks like crap and is 
essentially unmodifiable.  Anyone know of an API call for this?

Thanks for any help

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AW: Set Field comparison

[Martin, Conny]

Hi,
 
I would suggest to create a View-Form. The underlying database view
should look something like this.
 
create view  as select request_id, assignee_group,
upper(your_search_field),your_search_field,
what_else_fields_you_need, from your_schema
 
Your Set-Fields Action must use this View-Form for searching. Make sure
that the assignee_group field in your View-Form has id 112!
 
HTH
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von Vijayalakshmi Paulraj
Gesendet: Mittwoch, 26. November 2008 08:55
An: arslist@ARSLIST.ORG
Betreff: Set Field comparison


** 

Hi All,

Our Users are expecting a Case Insensitive (using enter key) search
functionality on one of the character fields.

We used to display him the list of values using the Active Link Set
Fields - SQL action and we will compare the values using UPPER Function;
say UPPER('Category') = UPPER($Category$)

We have also introduced Assignee Group field in our data source form in
order to restrict certain data to certain users. So wherever we use the
Set Fields -SQL action, we are now converting it to the direct Form
search query, only then the Assignee Group data restriction will work.

I got a problem now that on the Set Field action - direct form search, I
don't have options to use the UPPER functionality :-( Remedy function
option is not available.

How do I do the Case Insensitive search? Has anybody come across this
scenario??

Please share your thoughts.

Thanks & Regards,

Vijayalakshmi Paulraj




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AW: Intermittent, Spotty ARS Performance

[Martin, Conny]

Hi Norm,
 
Can you log on with Remedy Administrator while the server ist not
responding?
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von LJ Longwing
Gesendet: Montag, 24. November 2008 18:15
An: arslist@ARSLIST.ORG
Betreff: Re: Intermittent, Spotty ARS Performance


** 
I'm assuming there are no messages going into the arerror.log or
anything like that?  How about the armonitor.log?  Try turning on Thread
logging (very small output) and see if you can see anything happening
with threads at the time it hangs.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Monday, November 24, 2008 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance


** 

Hi everyone:

 

This problem has me perplexed.

 

At a site I support, the Remedy server inexplicably stops responding to
requests.  It's very intermittent.  It runs fine for awhile, then
seemingly without warning, it just hangs.  Users attempting to log on
get stuck at the "Setting server port" dialog, which eventually times
out.

 

Other users who are already logged who try to pull up a ticket get stuck
at a blank screen that never comes back.

 

To resolve the issue, they have to bounce the Remedy server service.
The system works for awhile...until it hangs up again.

 

Any ideas what might be causing this?

 

-  I have monitored CPU utilization when this occurs, and the
CPU hums along at about 3% - 5% utilization

-  Network utilization is flat-lined whenever this occurs (i.e.,
no spike)

-  Memory utilization appears normal

-  CNET bandwidth tests resolve to better than dedicated T1
performance (for what that's worth)

 

Any thoughts are greatly appreciated.

 

The interesting thing is, we have the same exact Remedy apps running on
the same exact type of server in the same exact environment in four
other locations, and those four other locations never experience any
problems.

 

Norm

 

Remedy ARS 6.3

Microsoft SQL 2000 SP4

Microsoft Windows 2000 SP2

100% Custom Apps - No ITSM

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AW: Server Install

[Martin, Conny]

Hi Frank,
 
I've done this many times (but with Oracle). You need a binary file
called arupsyb. It's located in arsystem/solaris/arsystem.tar
 
To upgrade the database structure you need to run 2 commands
 
. //bin/arsystem
 
this will set all the necessary env-vars.
 
arupsyb -c $ARCONFIGDIR/ar.conf -d
 
this will do the database upgrade.
 
Now you should be able to start your 7.1 AR-Server.
 
The only problem is, that you must manually import some def-Files that
would normaly be imported by the install script.
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von Frank Caruso
Gesendet: Donnerstag, 20. November 2008 17:53
An: arslist@ARSLIST.ORG
Betreff: Server Install


** ARS 7.1p3
Solaris/Sybase

I have a server that has been upgraded to 7.1. Our upgrade will be done
by taking a copy of the existing production database and copying it to a
new database host. We will then need to upgrade that database to 7.1. We
have two new hosts that already have 7.1 installed with all of the
config files set correctly.

Is there a way to run the server install script so that all it does is
upgrade the existing database but does not touch the currently installed
files?
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AW: Load Balanced Remedy -> Load Balanced Oracle environments?

[Martin, Conny]

Hi Dave,
 
an Oracle RAC is fine, if your workload is mostly read access. But if
you do many creates or modifys then you have locks on the database side.
A Distributed Lock Manager must tell the other nodes about that lock.
This can be a significant overhead compared to a single node database
instance. We've experienced this problem and after switching to only one
node the system performed better than before. But this was on Oracle 9i.
I don't know if it's better in 10g
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von Barber, David
Gesendet: Freitag, 14. November 2008 08:57
An: arslist@ARSLIST.ORG
Betreff: Re: Load Balanced Remedy -> Load Balanced Oracle environments?


** 
The DBA reasoning : that the RAC is normally configured in a failover
mode.  Haven't spoken to him directly though.
 
It would be a pain if it didn't scale, as we're looking at potentially
massive increases in workload - in the next few weeks database
utilisation is expected to jump up to around 70%, and we're expecting
much bigger leaps in application functionality and users.
 
Many thanks - as a few have said they're running against an Oracle RAC
fine, then we'll have to look into configurations.

Regards
 
Dave
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Ramey, Anne
Sent: 13 November 2008 20:47
To: arslist@ARSLIST.ORG
Subject: Re: Load Balanced Remedy -> Load Balanced Oracle
environments?


** 

We are running with an Oracle RAC configuration and it works
fine.

 

Anne Ramey

***

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the North Carolina Public Records Law and may be disclosed to third
parties only by an authorized State Official.

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Thursday, November 13, 2008 12:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Load Balanced Remedy -> Load Balanced Oracle
environments?

 

** 

Did your DBA give you any reasons why it would not work?
Theoretically it should.. All that Remedy requires is a connection
string to the database (TWO_TASK if its a remote database - in a cluster
this will most definitely be the case).

Joe

 





From: "Barber, David" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, November 13, 2008 10:59:56 AM
Subject: Load Balanced Remedy -> Load Balanced Oracle
environments?

** 

Been asked an intriguing question. 

Our current Remedy environment : 

- Hardware load balancer 
- 2 x ARS 7.0.1 Remedy servers running on Solaris 
- 1 x Oracle database server running on Solaris 

Looking to the future and scaling the application, we're looking
at load balanced Oracle solutions (I've heard about an Oracle RAC - real
application cluster?), and our DBA has stated that Remedy will not work
against an Oracle RAC in a load balanced mode.

Anyone on the list have experience of running Remedy against a
load balanced Oracle cluster?  Any case studies, or information to
share?

 

Regards 

Dave Barber 


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AW: Restart production servers

[Martin, Conny]

Hi Frex,
 
1. do arsignal -c
2. turn on Alert-Log on one machine. 
3. Start Alert-Tool and connect through the LB. Check in alert log for
lines indicating the alert-client connection.
4. Send an alert to the user.
 
If the alert is send out, everything is ok. If there are errors (cannot
bind ) then you need to restart the servers.
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von Frex Popo
Gesendet: Donnerstag, 13. November 2008 14:40
An: arslist@ARSLIST.ORG
Betreff: Restart production servers


** 
Hi everyone,
 
I have two ARS servers running as part of a server group in a load
balancing environment.
 
I have added the Map-IP-Address flag/entry to the two servers to map the
virtual IP adress of the LB to the physical server addresses in order to
resolve an alert issue.
 
The question is, does this need a servers restart or do I simply run the
arsignal -c to read the conf file?
 
I have 30 minutes before I get started so a prompt reply would be very
much appreciated.
 
ARS: 7.1
ITSM: 7.0.3
OS: 2003 Ent
SQL Srv: 2005
 
Many thanks
frex
 
 

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AW: umask in the web server startup sequence?

[Martin, Conny]

Hi Steve,
 
I would suggest to place this line in envvars. This is called through
the apachectl script.
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von Steve McDonald
Gesendet: Mittwoch, 12. November 2008 21:23
An: arslist@ARSLIST.ORG
Betreff: umask in the web server startup sequence?


** 
Good day All,
 
In the midtier installation manual, for Apache servers, it states:
 
To minimize security exposure, include umask 077 in the web server start
sequence.
Using umask 077 makes sure that files created by the web server
processes will be owned and only usable by the user who runs that web
server.
 
I can find reference to umask in the .profile but I'm not sure how to
use it in the startup.
 
Any unix gurus care to chime in?
 
 
Steve
 
Arsystem 7.1
Solaris 10
Informix 10
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