Attachment Pool doesn't show up in a collapsed panel holder
All, ARS 7.6.04 MS SQL 2012 OS: windows 2012 Mid-Tier: 8.1 I've got an attachment pool on a collapsed panel of a panel holder. When I click to expand the Panel holder, the attachment pool doesn't show up. Yet if I start with the Panel in an expanded state it does show up. I have it set to visible and I have the permissions on the panel and Attachment pool correct. I checked the communities and others have seen this as well. Does anyone have a suggestion or solution to this/ideas? Thanks, Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Creating a .Net application to consume a Remedy WSDL giving IIS 500 error
All, Has anyone been able to create a 2012 .NET application to consume a Remedy Web Service? I ask as we have a vendor who cannot convert his application that was consuming our 7.1 Web Service to consume the same Web Service in 7.6 We moved from IIS 2003 to IIS 2008 R2 Yet now when he tries to run it he receives a IIS 500 error We are running: IIS 2008 R2 ARS 7.6 P4 Windows 2008 So we provided the WSDL page for him as: http://WEBSERVERNAME/arsys/WSDL/public/APPLICATION_SERVER/WebSErviceNamehttp://%3cWEBSERVERNAME%3e/arsys/WSDL/public/%3cAPPLICATION_SERVER%3e/WebSErviceName with the Service as: http://WEBSERVERNAME/arsys/services/ARService?server=APPLICATION_SERVERwebService=WebServiceNamehttp://%3cWEBSERVERNAME%3e/arsys/services/ARService?server=%3cAPPLICATION_SERVER%3ewebService=WebServiceName Yet in .Net he is setting the web reference as: http://WEBSERVERNAME/arsys/services/ARService?server=APPLICATION_SERVERamp;webService=WebServiceNamehttp://%3cWEBSERVERNAME%3e/arsys/services/ARService?server=%3cAPPLICATION_SERVER%3eamp;webService=WebServiceName So I was wondering if that amp; is what is causing the issue? Any suggestions/advice? Thanks in advance Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: RKM federation to Sharepoint possible?--closed
All, Finally got this working. This is what we did to get it through. 1) You have to add 2 features (think you only need the first one but we added the second just in case) to the Server RKM is running on: Desktop Experience (Dale's instructions below) WebDav publishing 2) Then we had to add a registry key to the WebClient registry. Those instructions are here: http://support.microsoft.com/kb/956943 3) We were then able to access the SharePoint files like you would a file share (without a login prompt) from the Server the RKM was running on. It federated fine after that. Thanks for the help and suggestions below. Matt P. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, July 02, 2013 4:49 PM To: arslist@ARSLIST.ORG Subject: Re: RKM federation to Sharepoint possible? ** Thanks Dale. This enables the server to behave just like the desktop OS does which is needed to map the drive. This was at a previous client so I may not try this unless I have the opportunity. Sent from my iPhone On Jul 2, 2013, at 5:42 PM, Dale Hurtt dale_hu...@yahoo.commailto:dale_hu...@yahoo.com wrote: ** I found this: The document library shared by SharePoint server is not a real Shared Folder; it is shared through Web folders. In order to access the web folder you need to have WebClient service installed and running on the machine which you want to access the web folder from. By default Windows Server 2008 does not have that service installed. To install the WebClient on Windows server 2008 , do the followings: 1. Start the server manager on your server 2. Select the Feature node from the left hand side nodes. 3. On right hand side, select Add Feature. 4. On the popup screen, select Desktop Experience checkbox then click on Next. 5. Click on Install, the installation process will take like 5 min (that depends on server hardware) 6. After installation process finish, close the dialog box 7. After installing the Service, you need to restart your server. Hope that helps with both of your issues. Dale Hurtt From: Tauf Chowdhury taufc...@gmail.commailto:taufc...@gmail.com To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Tuesday, July 2, 2013 1:40 PM Subject: Re: RKM federation to Sharepoint possible? ** Matt, I was unsuccessful with this with Analytics but the same concept applies. Even though share point looks like it can be accessed using UNC, there is some security or other translation done in the background. I ended up using WinSCP to push the files from share point to a normal network share so I could consume the data. Sent from my iPhone On Jul 2, 2013, at 4:22 PM, Matthew Perrault matthew.perra...@genmills.commailto:matthew.perra...@genmills.com wrote: ** All, Has anyone managed to get the Remedy 7.6 Knowledge Management to federate and pull in a Sharepoint site? We are running ARS 7.6 MS SQL 2012 Windows Server 2008 I have tried setting up the access on the sharepoint directories, but it still fails at the plugin level: Caused by: ERROR (8753): Error in plugin; RMDY.ITSM.RKM.FILESYSTEM A RKM File System source is corrupted.The path [\\\x\xx\x\x\xx\] does not exist or you don't have read permission to this folder. I've gone through the documentation, but don't see any place where you can federate to a website, and sharepoint has some strange permissions and access around it's directories when trying to access it as a file share. Thanks, Matt P. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
RKM federation to Sharepoint possible?
All, Has anyone managed to get the Remedy 7.6 Knowledge Management to federate and pull in a Sharepoint site? We are running ARS 7.6 MS SQL 2012 Windows Server 2008 I have tried setting up the access on the sharepoint directories, but it still fails at the plugin level: Caused by: ERROR (8753): Error in plugin; RMDY.ITSM.RKM.FILESYSTEM A RKM File System source is corrupted.The path [\\\x\xx\x\x\xx\] does not exist or you don't have read permission to this folder. I've gone through the documentation, but don't see any place where you can federate to a website, and sharepoint has some strange permissions and access around it's directories when trying to access it as a file share. Thanks, Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: RKM federation to Sharepoint possible?
Great That's what I was afraid ofick... The person in charge/owner of the Knowledge base is not going to be happy about that... From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, July 02, 2013 3:40 PM To: arslist@ARSLIST.ORG Subject: Re: RKM federation to Sharepoint possible? ** Matt, I was unsuccessful with this with Analytics but the same concept applies. Even though share point looks like it can be accessed using UNC, there is some security or other translation done in the background. I ended up using WinSCP to push the files from share point to a normal network share so I could consume the data. Sent from my iPhone On Jul 2, 2013, at 4:22 PM, Matthew Perrault matthew.perra...@genmills.commailto:matthew.perra...@genmills.com wrote: ** All, Has anyone managed to get the Remedy 7.6 Knowledge Management to federate and pull in a Sharepoint site? We are running ARS 7.6 MS SQL 2012 Windows Server 2008 I have tried setting up the access on the sharepoint directories, but it still fails at the plugin level: Caused by: ERROR (8753): Error in plugin; RMDY.ITSM.RKM.FILESYSTEM A RKM File System source is corrupted.The path [\\\x\xx\x\x\xx\] does not exist or you don't have read permission to this folder. I've gone through the documentation, but don't see any place where you can federate to a website, and sharepoint has some strange permissions and access around it's directories when trying to access it as a file share. Thanks, Matt P. _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: RKM federation to Sharepoint possible?
Dale, Thanks for the info, but still no luck. We even hit the Microsoft KM article: http://support.microsoft.com/kb/956943 doesn’t seem like it wants to allow access to that directory… From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dale Hurtt Sent: Tuesday, July 02, 2013 4:40 PM To: arslist@ARSLIST.ORG Subject: Re: RKM federation to Sharepoint possible? ** I found this: The document library shared by SharePoint server is not a real Shared Folder; it is shared through Web folders. In order to access the web folder you need to have WebClient service installed and running on the machine which you want to access the web folder from. By default Windows Server 2008 does not have that service installed. To install the WebClient on Windows server 2008 , do the followings: 1. Start the server manager on your server 2. Select the Feature node from the left hand side nodes. 3. On right hand side, select Add Feature. 4. On the popup screen, select “Desktop Experience” checkbox then click on Next. 5. Click on Install, the installation process will take like 5 min (that depends on server hardware) 6. After installation process finish, close the dialog box 7. After installing the Service, you need to restart your server. Hope that helps with both of your issues. Dale Hurtt From: Tauf Chowdhury taufc...@gmail.commailto:taufc...@gmail.com To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Tuesday, July 2, 2013 1:40 PM Subject: Re: RKM federation to Sharepoint possible? ** Matt, I was unsuccessful with this with Analytics but the same concept applies. Even though share point looks like it can be accessed using UNC, there is some security or other translation done in the background. I ended up using WinSCP to push the files from share point to a normal network share so I could consume the data. Sent from my iPhone On Jul 2, 2013, at 4:22 PM, Matthew Perrault matthew.perra...@genmills.commailto:matthew.perra...@genmills.com wrote: ** All, Has anyone managed to get the Remedy 7.6 Knowledge Management to federate and pull in a Sharepoint site? We are running ARS 7.6 MS SQL 2012 Windows Server 2008 I have tried setting up the access on the sharepoint directories, but it still fails at the plugin level: Caused by: ERROR (8753): Error in plugin; RMDY.ITSM.RKM.FILESYSTEM A RKM File System source is corrupted.The path [\\\x\xx\x\x\xx\] does not exist or you don't have read permission to this folder. I’ve gone through the documentation, but don’t see any place where you can federate to a website, and sharepoint has some strange permissions and access around it’s directories when trying to access it as a file share. Thanks, Matt P. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Help with simple SSO authentication
Thanks for the help Brian, But I got most of it figured out, I just walked through the code line by line (extracted the .java file in the SSOAuthenticarot.jar file) And found that I had not set up the environment variable that points to the areasso.config file correctly. I had set it up as a User environment variable instead of as a System environment variable. Once I corrected that the old 7.1 SSO stuff started to work fine. Now I just need to get it to pass through the Load Balancer and it will be done. Thanks for the help though Matt P. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Gillock Sent: Thursday, May 30, 2013 7:53 AM To: arslist@ARSLIST.ORG Subject: Re: Help with simple SSO authentication ** Hello Matt, I've recently been working on this myself. There are a couple things to look at, one being what is provided by BMC in KA286851 https://kb.bmc.com/infocenter/index?page=contentid=KA286851 is incomplete. There is no interceptor, unless it's in the uncompiled C code somewhere. I don't have access to a compiler. I had to download WAFFLE http://waffle.codeplex.com/ and implement it. Also, ensure that your link isn't directly to the login.jsp. Yeah, I know that's the, does it have gas in it, question. HTH, Brian Gillock On Fri, May 10, 2013 at 10:22 AM, Matthew Perrault matthew.perra...@genmills.commailto:matthew.perra...@genmills.com wrote: ** All, Environment: Windows Server 2008 R2 IIS 7 Mid-tier/ARS: 7.6.04 2 Mid-Tier--Load Balancer--ARS Servers. I'm trying to get our SSO authentication setup. The goal is to allow end users to hit the web site and have it automatically log them in (no log in prompt). We have the LDAP connection to AD working correctly, and we were trying to set this up without that Atrium SSO authenticator. Primarily because what I read says that keeps the password in it's own file and still forces a person to login (was my understanding correct?). I've read through the documentation and searched the web, and I've been able to find some things but nothing that has worked yet. I've got the Mid-tier all working I tired taking our SSOAuthenticator.jar and sso.properties file from 7.1 and moving it forward. But when I implement it on the Mid-Tier, it still prompts for login. I think I have the server side setup correctly: Authentication-Chaining-Mode: 4 Crossref-Blank-Password: T External-Authentication-RPC-Socket: 390695 AREA-Hub-Plugin: D:\Apps\BMC Software\ARSystem\areasso.dll AREA-Hub-Plugin: D:\Apps\BMC Software\ARSystem\arealdap\arealdap.dll Any thoughts/Help would be greatly appreciated, as I am fairly novice with this SSO setup stuff. Thanks, Matt P. _ARSlist: Where the Answers Are and have been for 20 years_ -- Brian Gillock Principal Consultant, BGBS, Inc brian.gill...@pbs-consulting.commailto:brian.gill...@pbs-consulting.com _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: huh? financial news for bmc ?
Agreed, Their support has REALLY started to step up and improve. Matt P. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Raman Arora Sent: Thursday, May 09, 2013 8:11 PM To: arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? ** I second Lj. BMC support has suddenly turned around (may be since last 2-3 weeks). Things are suddenly getting better. We are hearing response in a matter of few hours and instead of a mail for log, it is the solution that is provided or a webex is scheduled (provided you give the info required). Request for Information cases are also getting thorough attention. We have teams working on quite a number of BMC tools and we're witnessing this phenomenon throughout!. -Raman On Fri, May 10, 2013 at 4:09 AM, Howard Richter hbr4...@gmail.commailto:hbr4...@gmail.com wrote: ** That is great to hear. Maybe someone has started to understand that a company needs to support what they sell. Take care, hbr From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Thursday, May 09, 2013 6:19 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? ** Howard, I'm typically on the same side of the fence as you. For more years than I care to count I know more about Remedy than anyone I get on the other end of the email, and I have come to not even contact them for things that aren't 'core' related or to file defects, but I have been in direct contact with some upper level support people as of late. They are actively trying to fix the problems that we have, and seem to truly care. Two days ago I logged a ticket regarding 8.1 overlays in an upgrade scenario, and had a response in less than 3 hours suggesting a WebEx...today I got around to doing that WebEx and he had his team lead on the phone with us. It took 2 hours to get fixed, but got fixed in a single call and required some advanced DB level workso while I still don't go to them unless I can't solve it (which isn't often honestly with personal experience, ARSList, and BMC Communities at hand)the last few times I have contacted them, the experience seems better than it was for many years. On Thu, May 9, 2013 at 4:00 PM, Howard Richter hbr4...@gmail.commailto:hbr4...@gmail.com wrote: Shawn, Since I have worked with Remedy since 1996, I can say that its has been a downward spiral since Peregrine acquired Remedy. The initial Remedy support was great, then when Peregrine fired most of the Remedy team it was for (please fill in the blank). When BMC picked up Remedy, things did get better (not as good as it was but better). However, the spiral started again. The first few years of BMC it did get better, then the move to off shoring support (with not enough training of the staff) and cost cutting. Down it went. Now a days I am not sure what is going on. I wonder if the head of support, has ever supported any customer or even answered a support call. When I know more than the level 2s or 3s, something is wrong. I am unsure why they cut so many old timers, but my guess it's a money issue. As far as the support provided by other companies, they all have some good people and not so good people. However, I expect that the level 2s and higher to know more about the system they support and have the ability to help with the odd issues. Sorry for the rant, but I expect good support when I pay good money for it. And lately you cannot use Good support and BMC in the same sentence. Which is very sad for all of us in the world of Remedy. Hbr -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 09, 2013 12:15 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? We have SAP (and Oracle eBusiness) within my organization, and I haven't heard any unusual complaints. Is it worse than BMC's, Send us the same log files you already sent us so we can ask you for new log files of the same thing next week, then we'll close the ticket out for being too old customer service? I haven't interacted with BMC Support for a while so maybe I'm being unfair, but it often seemed like they just wanted to waste your time and hope you solved the problem on your own. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Hulmes, Timothy CTR MDA/ICTO Sent: Thursday, May 09, 2013 11:04 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: huh? financial news for bmc ? The only thing I will add about the SAP discussion is, have you ever dealt with support from SAP? Tim -Original Message- From:
Help with simple SSO authentication
All, Environment: Windows Server 2008 R2 IIS 7 Mid-tier/ARS: 7.6.04 2 Mid-Tier--Load Balancer--ARS Servers. I'm trying to get our SSO authentication setup. The goal is to allow end users to hit the web site and have it automatically log them in (no log in prompt). We have the LDAP connection to AD working correctly, and we were trying to set this up without that Atrium SSO authenticator. Primarily because what I read says that keeps the password in it's own file and still forces a person to login (was my understanding correct?). I've read through the documentation and searched the web, and I've been able to find some things but nothing that has worked yet. I've got the Mid-tier all working I tired taking our SSOAuthenticator.jar and sso.properties file from 7.1 and moving it forward. But when I implement it on the Mid-Tier, it still prompts for login. I think I have the server side setup correctly: Authentication-Chaining-Mode: 4 Crossref-Blank-Password: T External-Authentication-RPC-Socket: 390695 AREA-Hub-Plugin: D:\Apps\BMC Software\ARSystem\areasso.dll AREA-Hub-Plugin: D:\Apps\BMC Software\ARSystem\arealdap\arealdap.dll Any thoughts/Help would be greatly appreciated, as I am fairly novice with this SSO setup stuff. Thanks, Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: passing a parameter to an SRD url built via the Context URL Builder?
Tim, The way we are doing this is to create an Advanced interface form. Have that Form on submit push to the SRM:RequestInterfaceCreate form. Once you have your own form, then you can use a standard URL to pass parameters like: http://MID_TIER/arsys/forms/SERVER NAME/FORM NAME?F100079=SGP1777mode=Submit where F100079 is the field ID you want the value passed to, and SGP1777 is the value you want passed. Then you don't have to worry about the visualization window in the request console. GL Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tim Guyse Sent: Wednesday, April 03, 2013 3:10 PM To: arslist@ARSLIST.ORG Subject: passing a parameter to an SRD url built via the Context URL Builder? Is there a way to pass a parameter via a url to an SRD url built via the Context URL Builder? Or is there another way to build the url and then pass a parameter and then have the SRD see the parameter value and use it in the SRD mapping? This is in ITSM version 8.0. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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: Great...ANOTHER BUG
Ok, Its in ITSM 7.6 Here's the menu: CFG:PRC:CategoryHPD-T1-Q Its attached to the Help Desk form (the Generic Categorization Tier 1 field). The menu references form CFG:GenericCompanyModuleLookUp Field $100099$ is the Incident Type* field on the Help Desk form. Open the menu and add the following to it: And ($100099$ = 0) Save, re-open the menu, and suddenly ($100099$ = 0) is now: ($100099$ = Yes) I tried what Misi suggested below as well as re-importing them from my old 7.1 environment. Neither of those ideas worked (thanks for the suggestions though) I've even tried putting in the actual string values from the Incident Type* field in the menu, and still get the same error. I ended up doing this to work around the developer studio issue. (($100099$ != 1) AND ($100099$ != 2) AND ($100099$ != 3) AND ($100099$ != $NULL$)) Thanks, Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Thursday, March 28, 2013 3:18 AM To: arslist@ARSLIST.ORG Subject: Re: Great...ANOTHER BUG Hi, I have seen this, and it actually does this with integer fields as well if I recall right... It just grabs any odd selection field value and puts it there. And it is not only Menus. The solution, if I recall, is to change it from Yes to 0 right before you save it. This will store your thing correctly, and it will work. But if you want to update it you have to redo the step :-( Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * 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. You can import them but you can't edit them. I've run into this before when my menu was based on a selection value. In the end, I just edited the def file directly and imported the menu. XML def files are easier to understand if you haven't done it before. On Wed, Mar 27, 2013 at 3:47 PM, Rick Cook remedyr...@gmail.com wrote: ** That is how the existing menus work for Categorization and a dozen other things. How are they working and yours isn't? Rick On Mar 27, 2013 3:11 PM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: Just to be clear (I hope) You have a field on a form (call it FormA) you want to put a menu on. You want that menu to be dynamic based on another field (100099) on FormA Is the data for the menu also on FormA or on another form FormB? If the data is on FormB: Does FormB also have a field 100099? And if so, is it the same as the field on FormA? Another possible thing I can think of... Is the selection values and the alias values the same for the selection field (100099)? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, March 27, 2013 4:23 PM To: arslist@ARSLIST.ORG Subject: Great...ANOTHER BUG ** Well, You can't create dynamic menus in the new developer studio. If you have a selection field you want to use in a menu in a dynamic fashion, you can't. If field 100099 is a selection field with 4 values: Hello (0) World (1) Today (2) Tomorrow (3) Then in the menu if you type $ 100099$ = 0 Developer studio changes that to $ 100099$ = Yes Which results in the error: Incompatible data types for intended relational operation. (ARERR 313) Thanks BMC, what an astronomical step backwards. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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
Assigned To All My Groups on Landing Page doesn't work-BUG
All, ITSM 7.6.04 MS SQL 2008 Windows Server 2008 IE 8 When you go to the Home Page (Landing Console) if you have the Incident Console specified as one of the Content window, And you set the application preferences to: Assigned To All My Groups Nothing shows up when a person logs in. Yet if you reselect the View by: they do show up. Assigned to me seems to work fine. Searching the net looks like others have had this issue to. Does anyone know if there is already a defect for this or a fix for it? Thanks, Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Assigned To All My Groups on Landing Page doesn't work-BUG
Sweet, Looks like the BMC knowledge base is getting better, Found exactly what I was looking for: Defect: SW00425825 Now if I could only find the hotfix referenced in the KB article From: Matthew Perrault Sent: Wednesday, March 27, 2013 11:42 AM To: arslist@ARSLIST.ORG Subject: Assigned To All My Groups on Landing Page doesn't work-BUG All, ITSM 7.6.04 MS SQL 2008 Windows Server 2008 IE 8 When you go to the Home Page (Landing Console) if you have the Incident Console specified as one of the Content window, And you set the application preferences to: Assigned To All My Groups Nothing shows up when a person logs in. Yet if you reselect the View by: they do show up. Assigned to me seems to work fine. Searching the net looks like others have had this issue to. Does anyone know if there is already a defect for this or a fix for it? Thanks, Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Great...ANOTHER BUG
Well, You can't create dynamic menus in the new developer studio. If you have a selection field you want to use in a menu in a dynamic fashion, you can't. If field 100099 is a selection field with 4 values: Hello (0) World (1) Today (2) Tomorrow (3) Then in the menu if you type $ 100099$ = 0 Developer studio changes that to $ 100099$ = Yes Which results in the error: Incompatible data types for intended relational operation. (ARERR 313) Thanks BMC, what an astronomical step backwards. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ITSM 7.6 on MS SQL 2012
Question for the List: Is anyone out there running ITSM 7.6.04 on MS SQL server 2012? We are trying to decide on sql 2008 or sql 2012. Thoughts/opinions/experiences would be appreciated. Thanks Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: OT: Apache Tomcat
Roger, Both. Of course you probably know this, But you should usually do your utmost to keep the Server and Mid-tier at the same version and Patch level. We've been burned by having them on different versions, as well as same version but a different Patch levels. And BMC did give us some DLL's at the Server level to try, and they did help. It reduced the crashing from twice a day to about what you are seeing (every 3 to 4 weeks). So you may want to bump your ARS version to 7.6 and see if that fixes your issue. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nall, Roger Sent: Tuesday, August 14, 2012 8:47 AM To: arslist@ARSLIST.ORG Subject: Re: OT: Apache Tomcat ** Matt, Thanks for the information. When you say upgrade are you talking about ARS, Apache or both? Regards, Roger Nall Manager, SA Business Objects/Remedy Desk: 972-464-3712 PCS: 973-652-6723 SA_Intakehttp://saintake.t-mobile.com/ SA Portalhttp://sa.eng.t-mobile.com/Pages/Default.aspx From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Monday, August 13, 2012 2:17 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: OT: Apache Tomcat ** Roger, I hate to break this to you but we've been having that issue for over 3 years. 3/5/2009 We did have an open Support Ticket with BMC, and they could not solve it. ISS03409598 SW00371854 SW00325104 Tried several patches that they provided to no success. They basically told us we have to upgrade as they could not solve it. We did set out Java Memory Settings to 1024, 1024 Granted our environment is a little different than yours ARS 7.1 Patch 8 (soon to be Patch 11) Mid-Tier 7.1 Patch 8 (soon to be Patch 11) MS SQL 2005 Windows Server 2003 Good luck, Let me know if you figure anything out. Thanks Matt P. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nall, Roger Sent: Monday, August 13, 2012 10:37 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: OT: Apache Tomcat ** ARS 7.1 Patch 4 (Application) Mid Tier - 7.6.4 Patch 2 SQL 2000 Windows 2003 (Application) Windows 2008 (Mid Tier) We have been having to restart Apache Tomcat 6.0 service just about once every 3 - 4 weeks for the last couple of months. I am wondering if anyone can suggest what I can look to determine what may be wrong. Thanks, Roger Nall Manager, SA Business Objects/Remedy Desk: 972-464-3712 PCS: 973-652-6723 SA_Intakehttp://saintake.t-mobile.com/ SA Portalhttp://sa.eng.t-mobile.com/Pages/Default.aspx _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://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: OT: Apache Tomcat
Roger, I hate to break this to you but we've been having that issue for over 3 years. 3/5/2009 We did have an open Support Ticket with BMC, and they could not solve it. ISS03409598 SW00371854 SW00325104 Tried several patches that they provided to no success. They basically told us we have to upgrade as they could not solve it. We did set out Java Memory Settings to 1024, 1024 Granted our environment is a little different than yours ARS 7.1 Patch 8 (soon to be Patch 11) Mid-Tier 7.1 Patch 8 (soon to be Patch 11) MS SQL 2005 Windows Server 2003 Good luck, Let me know if you figure anything out. Thanks Matt P. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nall, Roger Sent: Monday, August 13, 2012 10:37 AM To: arslist@ARSLIST.ORG Subject: OT: Apache Tomcat ** ARS 7.1 Patch 4 (Application) Mid Tier - 7.6.4 Patch 2 SQL 2000 Windows 2003 (Application) Windows 2008 (Mid Tier) We have been having to restart Apache Tomcat 6.0 service just about once every 3 - 4 weeks for the last couple of months. I am wondering if anyone can suggest what I can look to determine what may be wrong. Thanks, Roger Nall Manager, SA Business Objects/Remedy Desk: 972-464-3712 PCS: 973-652-6723 SA_Intakehttp://saintake.t-mobile.com/ SA Portalhttp://sa.eng.t-mobile.com/Pages/Default.aspx _attend WWRUG12 www.wwrug.comhttp://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: How to check Remedy Logins that are using Web Service
From the AR.h file: #define AR_CLIENT_TYPE_UNKNOWN 0 #define AR_CLIENT_TYPE_PRE_50 1 /* Pre 5.0 ar client tools */ #define AR_CLIENT_TYPE_WAT 2 /* Windows admin tool */ #define AR_CLIENT_TYPE_WUT 3 /* Windows user tool */ #define AR_CLIENT_TYPE_WIP 4 /* Windows import tool */ #define AR_CLIENT_TYPE_DSO 5 /* Distributed server */ #define AR_CLIENT_TYPE_ODBC6 /* ARODBC */ #define AR_CLIENT_TYPE_APPROVAL7 /* Approval server */ #define AR_CLIENT_TYPE_WEB_SERVER 8 /* AR web server, waserver */ #define AR_CLIENT_TYPE_MID_TIER9 /* Mid-tier 5.0 and later */ #define AR_CLIENT_TYPE_PALM_PILOT 10 /* Palm pilot */ #define AR_CLIENT_TYPE_FLASHBOARDS11 /* Flashboards */ #define AR_CLIENT_TYPE_FLASHBOARDS_MID_TIER 12 /* Flashboards mid-tier */ #define AR_CLIENT_TYPE_EIE13 /* Enterprise Integration */ /* Engine*/ #define AR_CLIENT_TYPE_RELOAD 14 /* arreload */ #define AR_CLIENT_TYPE_CACHE 15 /* arcache */ #define AR_CLIENT_TYPE_DIST 16 /* ardist */ #define AR_CLIENT_TYPE_RUN_MACRO 17 /* runmacro */ #define AR_CLIENT_TYPE_MAIL 18 /* armaild/armailex */ #define AR_CLIENT_TYPE_IMPORT_CMD 19 /* arimportcmd */ #define AR_CLIENT_TYPE_REPORT_PLUGIN 20 /* Report creator plugin */ #define AR_CLIENT_TYPE_ALERT 21 /* Alert tool */ #define AR_CLIENT_TYPE_MAIL_DAEMON22 /* New AR Mail Daemon, not armaild */ #define AR_CLIENT_TYPE_SIGNAL 23 /* arsignal */ #define AR_CLIENT_TYPE_DEBUGGER 24 /* debugger */ #define AR_CLIENT_TYPE_OBJSTR 25 /* object store API */ #define AR_CLIENT_TYPE_OBJSTR_SYNC26 /* object store sync utility */ #define AR_CLIENT_TYPE_SERVER_ADMIN_PLUGIN27 /* Server Admin plugin */ #define AR_CLIENT_TYPE_SIM_PUBLISHING_SERVER 28 /* bmc sim publishing server */ #define AR_CLIENT_TYPE_SIM_SME29 /* bmc sim service model editor */ #define AR_CLIENT_TYPE_CMDB_ENGINE30 /* cmdb engine */ #define AR_CLIENT_TYPE_CMDB_DRIVER31 /* cmdb driver */ #define AR_CLIENT_TYPE_RECON_ENGINE 32 /* cmdb reconciliation engine */ #define AR_CLIENT_TYPE_ASSIGNMENT_ENGINE 33 /*Assignment Engine */ #define AR_CLIENT_TYPE_WEBSERVICE 34 /* Webservice client type */ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, August 13, 2012 3:47 PM To: arslist@ARSLIST.ORG Subject: Re: How to check Remedy Logins that are using Web Service That’s what I was thinking too as most of the lower client types were already exhausted before WS was even available as a client type. One easy way to confirm whether it is 8 or 34 is to check the ar.h file that gets bundled with the AR API's if installed.. This file will have a list of all client type variables with its numbers in the body of that header file.. I do not have it handy right now or I would check it for you guys.. This file is how I check what a client type value should be usually when coding and I am not sure through memory what it is or may be.. But I think I agree with Fred that it could probably be 34 and not 8 as those low numbers were taken well before WS was a reality as far as the ARS is concerned.. Joe -Original Message- From: Mueller, Doug Sent: Monday, August 13, 2012 2:08 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: How to check Remedy Logins that are using Web Service Fred, Well, the code that the engineer looked up for me indicated 8. Now, maybe they looked up something wrong and it is 34. EITHER WAY, it is different for Web Services and interactive mid-tier traffic. I did think it was odd to be 8 since 8 was originally the client-type of an earlier incarnation of the web support (the waserver for the old timers on the list). So, it may be 8, it may be 34. The key is that now that you know there is a difference, you can look for it and key off of whichever value it turns out to be... Sorry about giving the wrong number if it is indeed 34 instead of 8. Doug Mueller -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Monday, August 13, 2012 11:02 AM To: arslist@ARSLIST.ORG Subject: Re: How to check Remedy Logins that are using Web Service You can find the complete list of BMC defined client types for your version in the ar.h file (search for AR_CLIENT_TYPE ) in the API directory include folder. I hate to disagree with Mr. Doug, but I thought it
Re: How to check Remedy Logins that are using Web Service
Its 34. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, August 13, 2012 3:52 PM To: arslist@ARSLIST.ORG Subject: Re: How to check Remedy Logins that are using Web Service It's not in there?? That's a little surprising as it should have technically been a separate client type.. Maybe it should be something that should be flagged up for enhancement so it can be recognized as a separate individual client - its not unknown so cant be 0. Neither can it be considered to be the Mid-Tier although the MT is used as a backbone to support WS's.. I wonder if anyone could run a quick test to see what the WS Client Type gets reported as.. Joe -Original Message- From: Misi Mladoniczky Sent: Monday, August 13, 2012 2:26 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: How to check Remedy Logins that are using Web Service Hi, This might be a little off topic, but it is not in ar.h, so... If you use RRR|Chive, the $CLIENT-TYPE$ is set to . Makes it easy to add or disable workflow for various clients. Best Regards - Misi, RRR AB, http://rrr.se You can find the complete list of BMC defined client types for your version in the ar.h file (search for AR_CLIENT_TYPE ) in the API directory include folder. I hate to disagree with Mr. Doug, but I thought it was client type 34 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Monday, August 13, 2012 12:56 PM To: arslist@ARSLIST.ORG Subject: Re: How to check Remedy Logins that are using Web Service Interesting. I thought that because WS calls came through the Mid-Tier server that it would also come in as 9good to know. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: Monday, August 13, 2012 11:54 AM To: arslist@ARSLIST.ORG Subject: Re: How to check Remedy Logins that are using Web Service ** Kali, The CLIENT_TYPE will tell you where calls are coming from (if it is used). And, for web services, it is used. Client type 8 is the client type value for Web Services. Client type 9 would be from the mid-tier. And, there are many other client types for other components of the system. The client-type can be tested for in any server side workflow using the keyword $CLIENT_TYPE$. You can test for the web service client type. The client type is listed on the starting line of an API call in the API log if you want to look in the log to see it. It should be translated to words if the server has a mapping for it or if not, the index is listed. But, you should be able to tell which client type each API comes from. Any that say 0 mean that the program interacting with the server has not specified who they are - which means either a BMC program that did not set it or a custom program. I hope this helps you find the traffic you are looking for. Doug Mueller -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kali Obsum Sent: Monday, August 13, 2012 1:55 AM To: arslist@ARSLIST.ORG Subject: How to check Remedy Logins that are using Web Service ** Hi, Is there any logs within Remedy 7.6.03 we can check to find which Remedy logins are creating tickets via WS or accessing any Remedy WS? Regards, Kali ___ 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: Remedy Inbound Email errors Hopefully resolved
Sorry, Should have included version info ARS 7.1 Windows 2003 SQL Server 2005 I did that when we first started seeing the weirdness. But it didn't have any effect. I also found/discovered something else. We have Kinetic's Survey, which has it's own Outbound Mailbox (not associated to any inbound) Well that was disabled after I re-added the Inbound mailbox, everything was working fine (except no surveys going out). As soon as I turned that Survey Outbound mailbox config back on, it stopped processing the inbound again. I turned it off, restarted the email engine, and it processed the stuck ones fine. I'm going to delete that record (as I left it there after the email engine re-install), and re-create it, and see if that fixes the issue. Thanks for the Suggestion though. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Thursday, May 03, 2012 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Inbound Email errors Hopefully resolved ** Go to regedit on server And go to registry value HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC Remedy Email Engine - server name\Parameters JVM Option Count = 4 JVM Option Number 2 = -Xms256m JVM Option Number 3 = -Xmx1024m Providing you have enough free memory to allocate this. In 7.5 these default values were a lot lower. But in 7.6.x the installer set these as default. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lyle Taylor Sent: Thursday, May 03, 2012 10:40 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Inbound Email errors Hopefully resolved ** The error says that the Email Engine is running out of memory. You probably just need to configure it to allow it to use more memory. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, May 02, 2012 9:32 AM To: arslist@ARSLIST.ORG Subject: Remedy Inbound Email errors Hopefully resolved ** I think/hope this is resolved. When We were getting the thread stack errors, it kept mentioning a specific thread Exception in thread ID005056987A2ElBR3TwDI2fEgH_gh java.lang.OutOfMemoryError: Java heap space That ID corresponded to our Incoming Mailbox GUID. We deleted the Incoming mailbox configuration record, and re-created it. And it appears to be working correctly now. I'm wondering/thinking that the _ (underscore) in the GUID may have been causing the issue, but that's just a guess. Thanks, Matt P. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _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
Remedy Inbound Email errors Hopefully resolved
I think/hope this is resolved. When We were getting the thread stack errors, it kept mentioning a specific thread Exception in thread ID005056987A2ElBR3TwDI2fEgH_gh java.lang.OutOfMemoryError: Java heap space That ID corresponded to our Incoming Mailbox GUID. We deleted the Incoming mailbox configuration record, and re-created it. And it appears to be working correctly now. I'm wondering/thinking that the _ (underscore) in the GUID may have been causing the issue, but that's just a guess. Thanks, Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Remedy Inbound Email errors
All, I've been having some really weird issues with the email engine lately. Issue 1: We have some automated systems that are feeding into remedy via the inbound email process. It uses the standard Email template and its supposed to create an incident (record in HPD:Help Desk) Yet we get the following 2 errors: Error 1: Severe 0 null java.lang.NullPointerException at java.util.Hashtable.containsKey(Unknown Source) at com.bmc.arsys.emaildaemon.FormBase.addChangeEntry(FormBase.java:709) at com.bmc.arsys.emaildaemon.FormBase.setEntryValue(FormBase.java:268) at com.bmc.arsys.emaildaemon.FormEmailMessage.setParseMessage(FormEmailMessage.java:322) at com.bmc.arsys.emaildaemon.ExecutionModule.doWork(ExecutionModule.java:981) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288) at java.lang.Thread.run(Unknown Source) Error 2: Severe 4900 NULL Value. entryId Everything in the template that is being sent in is correct. Checked the error message guide and that did not provide any answers. Ran logs (all of them) and nothing shows up there. Issue 2: Sometime the Email comes in, and it's in the AR System Email Messages form, Yet it just sits there with a Parse Message = Yes, Yet the email engine never parses it. Other emails that come in before or after get handled fine without issue. I restart the email engine and suddenly the one email that was just sitting there gets picked up and processed correctly. I'm basically at the point of restarting the email engine every day. I've re-installed the email engine a couple weeks ago to see if that would resolve this. At this point I'm out of ideas as to what could be causing this. ARS 7.1 Patch 8 AR Email Engine 7.1 Patch 8 Java 1.6_Patch 3 Windows Server 2003 MS SQL 2005 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy Inbound Email errors
Yep it's set to submit. Something else weird. We gave the account that was specified on the Login Administrator permissions and it worked. I'm taking the admin permissions back away to see if it recurs. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris Sent: Wednesday, April 25, 2012 2:47 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Inbound Email errors ** I noticed Error 2, NULL Value, entryID. Can you confirm the action on the incoming email is set to Submit? That error would suggest that it's looking for a ticket to update. -- Chris Danaceau From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, April 25, 2012 2:47 PM To: arslist@ARSLIST.ORG Subject: Remedy Inbound Email errors ** All, I've been having some really weird issues with the email engine lately. Issue 1: We have some automated systems that are feeding into remedy via the inbound email process. It uses the standard Email template and its supposed to create an incident (record in HPD:Help Desk) Yet we get the following 2 errors: Error 1: Severe 0 null java.lang.NullPointerException at java.util.Hashtable.containsKey(Unknown Source) at com.bmc.arsys.emaildaemon.FormBase.addChangeEntry(FormBase.java:709) at com.bmc.arsys.emaildaemon.FormBase.setEntryValue(FormBase.java:268) at com.bmc.arsys.emaildaemon.FormEmailMessage.setParseMessage(FormEmailMessage.java:322) at com.bmc.arsys.emaildaemon.ExecutionModule.doWork(ExecutionModule.java:981) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288) at java.lang.Thread.run(Unknown Source) Error 2: Severe 4900 NULL Value. entryId Everything in the template that is being sent in is correct. Checked the error message guide and that did not provide any answers. Ran logs (all of them) and nothing shows up there. Issue 2: Sometime the Email comes in, and it's in the AR System Email Messages form, Yet it just sits there with a Parse Message = Yes, Yet the email engine never parses it. Other emails that come in before or after get handled fine without issue. I restart the email engine and suddenly the one email that was just sitting there gets picked up and processed correctly. I'm basically at the point of restarting the email engine every day. I've re-installed the email engine a couple weeks ago to see if that would resolve this. At this point I'm out of ideas as to what could be causing this. ARS 7.1 Patch 8 AR Email Engine 7.1 Patch 8 Java 1.6_Patch 3 Windows Server 2003 MS SQL 2005 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ Confidentiality Notice: This email, including attachments, may include non-public, proprietary, confidential or legally privileged information. If you are not an intended recipient or an authorized agent of an intended recipient, you are hereby notified that any dissemination, distribution or copying of the information contained in or transmitted with this e-mail is unauthorized and strictly prohibited. If you have received this email in error, please notify the sender by replying to this message and permanently delete this e-mail, its attachments, and any copies of it immediately. You should not retain, copy or use this e-mail or any attachment for any purpose, nor disclose all or any part of the contents to any other person. Thank you _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: ARS 7.1 / ITSM 7.0.3 / Exchange 2010
We are on 7.1, and we are using the POP protocol with exchange 2010. Haven't had too many issues with it. Matt P. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Friday, September 30, 2011 12:49 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 / ITSM 7.0.3 / Exchange 2010 ** Does anyone with 7.0.3 have it receiving emails from an Exchange 2010 server? I won't be able to upgrade our ARS ITSM until next year. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Friday, September 30, 2011 10:47 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 / ITSM 7.0.3 / Exchange 2010 ** Maybe 7.7 takes care of that.. On Fri, Sep 30, 2011 at 1:41 PM, LJ LongWing lj.longw...@gmail.commailto:lj.longw...@gmail.com wrote: ** Looks like 7.6.4 supports Exchange 2007 at the highest Remedy Email Engine (Windows) Microsoft Exchange 2000, 2003 SP1, 2007 (64-bit) Email/MAPI, IMAP, POP3, SMTP, MBOX From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Friday, September 30, 2011 10:54 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS 7.1 / ITSM 7.0.3 / Exchange 2010 ** Hi All - I am sorry to say I can't remember what version of ARS that started the this version up are supported. 7.5.00. However it doesn't apply to 3rd party integrations - only to the base foundational components like OS, DB, app/web server, browser and JSP engine. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Friday, September 30, 2011 9:34 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: ARS 7.1 / ITSM 7.0.3 / Exchange 2010 ** Hi All - I am sorry to say I can't remember what version of ARS that started the this version up are supported. My question is: Our company is going to be upgrading to Office 2010 including all Exchange servers. Before I can upgrade our ITSM from 7.0.3 to 7.6.4. Will ITSM 7.0.3 work with Outlook 2010 Exchange 2010's MAPI protocol for incoming emails? Thanks Christie Pargeter Legacy Health IS - Programming SR Technical Analyst cparge...@lhs.org mailto:cparge...@lhs.org 1120 Building tel: 503-415-5149tel:503-415-5149 _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
IE 9 and the 7.1 User tool
All, Has anyone heard or seen anything on the User tool not working correctly with IE 9? I ask as we've had two cases where a person upgraded to IE 9, and the Data visualization fields stopped working They Data visualization fields wouldn't display at all. Is anyone else experiencing this? I had them drop back to IE 8, and it worked fine. So, there is either something with IE 9, or with permissions and how we're installing it. Windows Server 2003 MS SQL 2005 DB ARS 7.1 Patch 8 User Tool 7.1 Patch 4. Mix of XP/Win 7 and IE 7,8,9 Thanks Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: IE 9 and the 7.1 User tool
Thanks LJ, That was going to be my next step. I checked the KBs and didn't see anything there, so checking the list was step 2. Ticket to BMC is step 3. Thanks, Matt P. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Monday, April 25, 2011 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: IE 9 and the 7.1 User tool ** Matt, I'm still running XP, so I can't get IE9but I do know that View and DV fields are nothing more than basically a rendering of an ie windowkind of a mini api if I'm not mistakenso I wouldn't be surprised if it screwed them up in one way or another. I would highly suggest opening a ticket with BMC regarding it. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Monday, April 25, 2011 9:07 AM To: arslist@ARSLIST.ORG Subject: IE 9 and the 7.1 User tool ** All, Has anyone heard or seen anything on the User tool not working correctly with IE 9? I ask as we've had two cases where a person upgraded to IE 9, and the Data visualization fields stopped working They Data visualization fields wouldn't display at all. Is anyone else experiencing this? I had them drop back to IE 8, and it worked fine. So, there is either something with IE 9, or with permissions and how we're installing it. Windows Server 2003 MS SQL 2005 DB ARS 7.1 Patch 8 User Tool 7.1 Patch 4. Mix of XP/Win 7 and IE 7,8,9 Thanks Matt P. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: IE 9 and the 7.1 User tool
Thanks Joe, IE 9 isn’t even supposed to be in our environment yet, as it hasn’t been truly tested, So, next chance I have to look at it, I’ll check that. Thanks Matt P. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, April 25, 2011 11:58 AM To: arslist@ARSLIST.ORG Subject: Re: IE 9 and the 7.1 User tool ** Also you require proper JRE to render these DVF’s. Make sure that your upgraded version of IE is using java (IE advanced options). Joe From: LJ LongWingmailto:lj.longw...@gmail.com Sent: Monday, April 25, 2011 11:23 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: IE 9 and the 7.1 User tool ** Matt, I’m still running XP, so I can’t get IE9….but I do know that View and DV fields are nothing more than basically a rendering of an ie window….kind of a mini api if I’m not mistaken….so I wouldn’t be surprised if it screwed them up in one way or another. I would highly suggest opening a ticket with BMC regarding it. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Monday, April 25, 2011 9:07 AM To: arslist@ARSLIST.ORG Subject: IE 9 and the 7.1 User tool ** All, Has anyone heard or seen anything on the User tool not working correctly with IE 9? I ask as we’ve had two cases where a person upgraded to IE 9, and the Data visualization fields stopped working They Data visualization fields wouldn’t display at all. Is anyone else experiencing this? I had them drop back to IE 8, and it worked fine. So, there is either something with IE 9, or with permissions and how we’re installing it. Windows Server 2003 MS SQL 2005 DB ARS 7.1 Patch 8 User Tool 7.1 Patch 4. Mix of XP/Win 7 and IE 7,8,9 Thanks Matt P. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
Re: HOURS function doesnt appear to work correctly-CLOSED
I did just do the math myself and it worked fine. ((Date_Time1 - Date_Time2) - (Days * 86400)) /60 /60 My concern was that HOURS() worked differently than MINUTES() or SECONDS() Which worked as I expected. The results and how they worked is inconsistent, which was why I posed the question. Thanks, Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Thursday, March 31, 2011 2:16 PM To: arslist@ARSLIST.ORG Subject: Re: HOURS function doesnt appear to work correctly Except for the number of days ;) i.e. (Jan 30, 2011 9:30 - Jan 1, 2011 7:30) / 3600 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Thursday, March 31, 2011 12:12 PM To: arslist@ARSLIST.ORG Subject: Re: HOURS function doesnt appear to work correctly Well... Why not just do an integer calculation instead of trying to fool the HOURS-function? ($Date_Time2$ - $Date_Time1$) / 3600 It will allays give the difference correct. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10): * 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. I believe you can do it by adjusting for your time zone HOURS(01/01/1970 + (Date_Time2 - Date_Time1)) If you are in GMT it will add 0 to your results otherwise it will add the correct offset making the hours correct. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Thursday, March 31, 2011 10:16 AM To: arslist@ARSLIST.ORG Subject: Re: HOURS function doesnt appear to work correctly Hi, That is because the hours depend on your timezone. A diff of say 2 hours, would give you a date of 7200 seconds, which translates to January 1, 1970 02:00:00 GMT. The hours are 2 only if your client (or servers if it is a filter) is set for GMT. Best Regards - Misi, RRR AB, http://www.rrr.se -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Thursday, March 31, 2011 9:48 AM To: arslist@ARSLIST.ORG Subject: Re: HOURS function doesnt appear to work correctly Hi, Yes it does, but you are not giving it a timestamp as argument. Instead you are giving it the difference in seconds between two timestamps... -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Thursday, March 31, 2011 9:04 AM To: arslist@ARSLIST.ORG Subject: HOURS function doesnt appear to work correctly All, Found an oddity the other day. I was taking 2 Date/Time values and trying to break out days, hours, minutes, and seconds. I used the datediff function to pull out the number of days different, Then used the HOURS, MINUTES, and SECONDS functions. All except HOURS worked correctly. HOURS(Date_Time2 - Date_Time1) = 0 (should have been 6) MINUTES(Date_Time2 - Date_Time1) = 47 --Correct SECONDS(Date_Time2 - Date_Time1) = 23 --Correct. I was able to get around it by just doing the math myself, But I thought HOURS was supposed to return the number of hours in a Time Stamp. It's strange because it doesn't appear to be consistent in how the other functions work. Was wondering if this was a defect or if I was just not using it correctly. ARS 7.1 Patch 8 MS SQL Server 2005 Windows Server 2003 Thanks, Matt P.
Re: HOURS function doesnt appear to work correctly-CLOSED
All times are in GMT. So time zone shouldn't play a part. I would say it was accurate/worked correctly if 1/1/2011 8 am and 1/5/2011 5 pm returned just the HOURS different between those 2 values (105 Hours). Instead of 0. Or if they gave the option in DATEDIFF for hours, which they don't. I would also be more inclined to agree, if MINUTES() worked the same way As Timezone can affect the Minutes between date calculations as well, but that worked correctly. The reason I used the days, is because the starting date may be several days before the closing date. And I'm already pulling out the # of days into its own field. So 4 days, 105 hours is not correct. It should read 4 days 9 hours. Therefore I have to remove the number of days. Either way I've got it working. I just figured I would post out on ARSList, to let some others know of this, and be aware of it. Thanks for trying to help. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Friday, April 01, 2011 11:20 AM To: arslist@ARSLIST.ORG Subject: Re: HOURS function doesnt appear to work correctly-CLOSED Hi, No, it is not inconsistent. Seconds are seconds regardless of date, your timezone, daylighsavingstime, etc. Hours depend on all these things. The date is stored as the number of seconds since 1970-01-01 00:00:00 GMT. By doing the math (Date_Time1 - Date_Time2), you revert to 1970-01-01, and the hour of the day is very different depending on timezone etc. Why do you have the Days in your math? It should not be needed. The only thing need to count the hours between two timestamps are: IntegerField = (Date_Time1 - Date_Time2) / 3600 Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10): * 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. I did just do the math myself and it worked fine. ((Date_Time1 - Date_Time2) - (Days * 86400)) /60 /60 My concern was that HOURS() worked differently than MINUTES() or SECONDS() Which worked as I expected. The results and how they worked is inconsistent, which was why I posed the question. Thanks, Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Thursday, March 31, 2011 2:16 PM To: arslist@ARSLIST.ORG Subject: Re: HOURS function doesnt appear to work correctly Except for the number of days ;) i.e. (Jan 30, 2011 9:30 - Jan 1, 2011 7:30) / 3600 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Thursday, March 31, 2011 12:12 PM To: arslist@ARSLIST.ORG Subject: Re: HOURS function doesnt appear to work correctly Well... Why not just do an integer calculation instead of trying to fool the HOURS-function? ($Date_Time2$ - $Date_Time1$) / 3600 It will allays give the difference correct. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10): * 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. I believe you can do it by adjusting for your time zone HOURS(01/01/1970 + (Date_Time2 - Date_Time1)) If you are in GMT it will add 0 to your results otherwise it will add the correct offset making the hours correct. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Thursday, March 31, 2011 10:16 AM To: arslist@ARSLIST.ORG Subject: Re: HOURS function doesnt appear to work correctly Hi, That is because the hours depend on your timezone. A diff of say 2 hours, would give you a date of 7200 seconds, which translates to January 1, 1970 02:00:00 GMT. The hours are 2 only if your client (or servers if it is a filter) is set for GMT. Best Regards - Misi, RRR AB, http://www.rrr.se -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Thursday, March 31, 2011 9:48 AM To: arslist@ARSLIST.ORG Subject: Re: HOURS function doesnt appear to work correctly Hi, Yes it does, but you are not giving it a timestamp as argument. Instead you are giving it the difference in seconds between two timestamps... -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Thursday, March 31, 2011 9:04 AM To: arslist@ARSLIST.ORG Subject
HOURS function doesnt appear to work correctly
All, Found an oddity the other day. I was taking 2 Date/Time values and trying to break out days, hours, minutes, and seconds. I used the datediff function to pull out the number of days different, Then used the HOURS, MINUTES, and SECONDS functions. All except HOURS worked correctly. HOURS(Date_Time2 - Date_Time1) = 0 (should have been 6) MINUTES(Date_Time2 - Date_Time1) = 47 --Correct SECONDS(Date_Time2 - Date_Time1) = 23 --Correct. I was able to get around it by just doing the math myself, But I thought HOURS was supposed to return the number of hours in a Time Stamp. It's strange because it doesn't appear to be consistent in how the other functions work. Was wondering if this was a defect or if I was just not using it correctly. Thanks, Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: HOURS function doesnt appear to work correctly
All, Found an oddity the other day. I was taking 2 Date/Time values and trying to break out days, hours, minutes, and seconds. I used the datediff function to pull out the number of days different, Then used the HOURS, MINUTES, and SECONDS functions. All except HOURS worked correctly. HOURS(Date_Time2 - Date_Time1) = 0 (should have been 6) MINUTES(Date_Time2 - Date_Time1) = 47 --Correct SECONDS(Date_Time2 - Date_Time1) = 23 --Correct. I was able to get around it by just doing the math myself, But I thought HOURS was supposed to return the number of hours in a Time Stamp. It's strange because it doesn't appear to be consistent in how the other functions work. Was wondering if this was a defect or if I was just not using it correctly. ARS 7.1 Patch 8 MS SQL Server 2005 Windows Server 2003 Thanks, Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Documentation on License Recomendations
All, I admit I'm being Lazy here. I needed to get some documentation on Licenses (Fixed Vs. floating) and the recommendations on it based on usage. If anybody has any documentation out there (or can point me to where those recommendations are) I would appreciate it. Again, I'm being lazy and haven't gone and done the search myself, yet. :) Thanks for any help. Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
License Question...
All, Currently we are paying for: BMC Remedy Self Service − User Add−On License According to BMC they state it is needed by end users to submit a request? But That doesn’t make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I’ve done some searching on the web (couldn’t find anything in the documentation…) and apparently this “BMC Remedy Self Service” LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P.
Re: License Question...
Sorry forgot to Add. ITSM 7.1 ARS 7.1 Patch 8 Thanks From: Matthew Perrault Sent: Wednesday, January 26, 2011 10:10 AM To: 'arslist@ARSLIST.ORG' Subject: License Question... All, Currently we are paying for: BMC Remedy Self Service − User Add−On License According to BMC they state it is needed by end users to submit a request? But That doesn’t make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I’ve done some searching on the web (couldn’t find anything in the documentation…) and apparently this “BMC Remedy Self Service” LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P.
Re: License Question...
“I’m not sure where the User Add-On License came from” That’s what BMC labeled it, when they sent the quote to us. We are running SRM 2.2, with Submitter mode locked. I started going through our list of applied licenses (Form: AR System Administration: Add or Remove Licenses) And don’t even see it listed there either, yet we are using SRM just fine. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roys, Eric D Sent: Wednesday, January 26, 2011 10:26 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Matt, Technically, speaking it is not required as a read license will suffice if the server is set with Submitter Mode = Locked. That was the case with SRM 2.x, but it should carry over to the 7.x version as well since it uses the same foundation (CAI) for request creation. I’m not sure where the User Add-On License came from but any enlightenment would be appreciated. -Eric From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, January 26, 2011 10:10 AM To: arslist@ARSLIST.ORG Subject: License Question... All, Currently we are paying for: BMC Remedy Self Service − User Add−On License According to BMC they state it is needed by end users to submit a request? But That doesn’t make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I’ve done some searching on the web (couldn’t find anything in the documentation…) and apparently this “BMC Remedy Self Service” LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P.
Re: License Question...CLOSED
Ok Thanks David, That explains what that license is for. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Wednesday, January 26, 2011 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... The BMC Remedy Self-Service license is a business license, not a programmatic license. It’s nothing to do with read or write licenses. It represents the total number of users that your organization expects to access Service Request Management to submit or check status on service requests and utilize Remedy Knowledge Management based self-service knowledge articles. Self-Service pricing is based on that number of users. Additional, and programmatic, licenses are required for the “back-end” processing of such service requests. Those additional licenses represent the write licenses needed for your SRM Analysts/technicians, Service Desk technicians, Change Managers, Asset Managers, etc. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, January 26, 2011 08:25 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Sorry forgot to Add. ITSM 7.1 ARS 7.1 Patch 8 Thanks From: Matthew Perrault Sent: Wednesday, January 26, 2011 10:10 AM To: 'arslist@ARSLIST.ORG' Subject: License Question... All, Currently we are paying for: BMC Remedy Self Service − User Add−On License According to BMC they state it is needed by end users to submit a request? But That doesn’t make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I’ve done some searching on the web (couldn’t find anything in the documentation…) and apparently this “BMC Remedy Self Service” LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P.
Re: Mid-Tier
Try flushing your mid-tier cache first. If you can access the config web page: http://MID-Tier Server Name/arsys/shared/config/config.jsp then it is most likely a configuration issue or a permissions issue on one the folders (including the JDK/JRE) on the server. HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Wagner, Christoph Sent: Friday, December 03, 2010 8:18 AM To: arslist@ARSLIST.ORG Subject: Mid-Tier ** Hello listeners, today I didn't make experience with mid-tier. Before I started working in our company, somebody installed mid-tier on our remedy-server. I think there is something wrong with the installation. I can login to the remedy-server by web successfully. But most of the functions of remedy aren't working. For example: I can see a diary on a form. But when I click to the book a pop up is created with page isn't available. It seems, that every Active Link doesn't work, too. Am I right, that our mid-tier doesn't work correctly and I have to re-install it? Or is there a mistake in the configuration? Thank you for your help. Regards Christoph _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: EXTERNAL: Re: Sending an attachment with an html template email
In the AR System Email Templates form, There's a tab for Template Attachments. What happens, if you add an attachment in there, and then send the email? If it doesn't pick up the Attachment from there, and add it to the outbound email, then I would submit a defect to BMC. If it does pick up THAT attachment, then you could possible look at updating that attachment (in the Email Templates form) with a push fields action to push from your attachment pool/field, To that attachment pool/field. HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Reiser, John J Sent: Friday, November 19, 2010 9:29 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Sending an attachment with an html template email ** Additional note. The attachments are in the AR System Email Messages form but they don't get sent. --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Reiser, John J Sent: Friday, November 19, 2010 10:11 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Sending an attachment with an html template email ** Jason, I call out the Attachment Field not the Pool. #$$Briefing Download$$# I get the name of the file followed by the text (see attachment) But there is no attachment. I even have the two short cuts for the ARTask and the web URL checked. They are not included either. If I remove the Template I get all of the attachments and the URL in the email. I guess I have to build the HTML in a character field and load that during the Notification. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jason Miller Sent: Friday, November 19, 2010 10:00 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Sending an attachment with an html template email ** Are you calling the attachment field somewhere in the html template? Try putting #$$AtachmentFieldName$$# in your template (double check my '#$$' syntax, I can't look up an example right now and haven't had my first cup of coffee yet). Jason On Nov 18, 2010 1:48 PM, Reiser, John J john.j.rei...@lmco.commailto:john.j.rei...@lmco.com wrote: Hello Listers, ARS 7.1.0 Patch 4 MS SQL2005 I'm trying to set up a Notification action that sends an email ( formatted with an HMTL Template) with a PDF attachment. The form used in the Escalation has an attachment pool with a single attachment field. I was hoping to send a nice looking HTML formatted email and the file stored in the attachment field. If I remove the template the attachment file gets sent. If I have a template (HTML) the attachment is missing. All fields and the form are Public. All fields are added to the email message under Fields | Include Fields | All . I'm even sending it to my admin account name instead of an email address so the notify action can resolve the permissions for the account. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug11 www.wwrug.comhttp://www.wwrug.com ARSList: Where the Answers Are _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARSPERL SOAP webservice consumption error
Jason,
I found a couple of things to take note of:
1) WS NAME--Take a look at the actual WSDL web page towards the bottom.
Remedy adds Service to the end of the Web Service you created.
So if you named your web service: JASON_WEBSErvice
The URI would actually be: JASON_WEBSErviceService
2) Looks like your passing authentication info:
If you're going to do that you need to pass Authentication information as well:
my $header = SOAP::Header-name('AuthenticationInfo' =
\SOAP::Header-value(
SOAP::Header-name('userName'
= $username)-type(''),
SOAP::Header-name('password'
= $password)-type(''),
SOAP::Header-name('authentication' = $authentication)-type(''),
)
);
In order to get around this, we've set the mid-tier to use anonymous
authentication, and then it doesn't matter what gets passed in that.
Then there was no need to pass the header information.
3) This is probably where your problem is:
@data = (
SOAP::Data-name(Qualification)-value('Modified_Date'
=\09\/24\/2008\)
This is an array, and should be a string:
$data = SOAP::Data-name(Qualification)-value('Modified_Date'
=\09\/24\/2008\)
Also I think you need to pass the Type as well:
$data = SOAP::Data-name('Qualification')-value('Modified_Date'
=\09\/24\/2008\)-type('xsd:string');
I think 'Qualification' needs to be an actual field on the form as well.
Take a look at some of those things and see if those help.
HTH
Matt P.
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Alexander
Sent: Wednesday, October 13, 2010 7:27 AM
To: arslist@ARSLIST.ORG
Subject: ARSPERL SOAP webservice consumption error
** Hi List,
ARS 7.1p8
MT 7.1p8
I am trying to consume a webservice via ARS PERL (written in EPIC IDE) using
Activestate PERL installed on my win xp sp2 laptop. I have installed SOAP::Lite
package and Crypt::SSLeaY package for SOAP calls over HTTPS.
Here is the code --
===
use SOAP::Lite;
my $username = 'xxx';
my $password = 'xxx';
my $proxy='https://MT server/ars/services/ARService?server=APP
SERVERwebService=WS NAME';
my $uri = WS NAME;
my $soap = new SOAP::Lite
proxy=$proxy,
uri=$uri,
readable='1',
autotype=0;
my $header = SOAP::Header-name('AuthenticationInfo' =
\SOAP::Header-value(
SOAP::Header-name('userName' = $username)-type(''),
SOAP::Header-name('password' = $password)-type(''),
)
);
@data = (
SOAP::Data-name(Qualification)-value('Modified_Date'
=\09\/24\/2008\)
$res=$soap-OpGetList($header,@data);
===
but I am getting the following error when I try running this program:
Fault :java.lang.NullPointerException
SOAP::Data::DESTROY: ()
SOAP::SOM::DESTROY: ()
Faultcode :soapenv:Server.userException
The OpGetList method is configured to accept a query string and return the
result.
User has the proper privileges to view the form in question query for records.
Can anybody help?
--
Thanks,
Jason
_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_
___
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Re: Survey Monkey
Have you guys thought about Kinetic's Survey module? It ties into Remedy REALLY well, has a web front end for customers to answer the surveys, Extremely customizable, and data driven. Also, The Support from Kinetic has been OUTSTANDING! I've had to contact them a couple of times, and I have been really impressed at how they handled the issue. If you're looking for a Survey tool to integrate into Remedy, I would really recommend Kinetic. Just my 2 cents, Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Roberts, Chas Sent: Wednesday, September 29, 2010 9:01 AM To: arslist@ARSLIST.ORG Subject: Re: Survey Monkey ** Just like any external application. You can launch it from a Remedy app in the usual fashion, of course. You can then download the survey results in Excel format and AR Import the interesting parts into Remedy. The full Pro version is ¼ the cost of the other one mentioned, for those who are curious. Yours truly, Charles H. Roberts, 4th Riverside County Information Technology Office: 951-486-7780 Cell: 951-840-8699 eMail: crobe...@riversidecountyit.orgmailto:crobe...@riversidecountyit.org From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Wednesday, September 29, 2010 6:53 AM To: arslist@ARSLIST.ORG Subject: Re: Survey Monkey ** I don't think it is. It's a web based tool. I'm trying to figure out if it can be done. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L Sent: Wednesday, September 29, 2010 9:12 AM To: arslist@ARSLIST.ORG Subject: Re: Survey Monkey Out of curiosity, how does Survey Monkey tie in with Remedy? How is tenancy information tracked? Jennifer Meyer From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, September 28, 2010 6:57 PM To: arslist@ARSLIST.ORG Subject: OT:Re: Anyone has made use of this web based survey engine? ** Hi Chas, I think I may have heard of Survey Monkey before.. I'm not intending to do anything with any of these at the moment but was just going through the features of the one I found just in case it is useful at some point. I will go through your suggestion too.. Thanks for that tip.. Joe From: Roberts, Chas crobe...@riversidecountyit.org To: arslist@ARSLIST.ORG Sent: Tue, September 28, 2010 6:40:46 PM Subject: Re: Anyone has made use of this web based survey engine? ** Joe, Survey Monkey is the best thing for this purpose. It has a funny name but very good features and reliability, and you can use SurveyMK.com/yoursurveycodehttp://surveymk.com/yoursurveycode so it looks like Survey Marketing Yours truly, Charles H. Roberts, 4th Riverside County Information Technology Office: 951-486-7780 Cell: 951-840-8699 eMail: crobe...@riversidecountyit.orgmailto:crobe...@riversidecountyit.org From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, September 28, 2010 3:14 PM To: arslist@ARSLIST.ORG Subject: OT: Anyone has made use of this web based survey engine? ** http://www.esurveyspro.com/ I just came across it after I filled up a frequent traveler survey. It looks like they have a free edition too but appears like they might display advertisements etc on the free version.. Joe _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ This email is confidential and intended solely for the use of the individual(s) to whom it is addressed. The information contained in this message may be privileged and confidential and protected from disclosure. If you are not the author's intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing, or copying of this email is strictly prohibited. If you have received this email in error please delete all copies, both electronic and printed, and contact the author immediately. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 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 by an authorized state official. This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for
Re: Survey Monkey
LOL. I should charge him for the free advertisement! No, I just really like the product and the support staff that I've worked with there. Been very helpful, no run-around, no nonsense etc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Opela, Gary L CTR USAF ABW 72 ABW/SCOOA Sent: Wednesday, September 29, 2010 2:19 PM To: arslist@ARSLIST.ORG Subject: Re: Survey Monkey Did Gidd pay you to say this??? :) Thanks, Gary Opela, Jr. Sr. Remedy Engineer Avaya Phone Admin RSP Cert, Sec+ COMM: 405 582 4272 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matthew Perrault Sent: Wednesday, September 29, 2010 9:27 AM To: arslist@ARSLIST.ORG Subject: Re: Survey Monkey ** Have you guys thought about Kinetic's Survey module? It ties into Remedy REALLY well, has a web front end for customers to answer the surveys, Extremely customizable, and data driven. Also, The Support from Kinetic has been OUTSTANDING! I've had to contact them a couple of times, and I have been really impressed at how they handled the issue. If you're looking for a Survey tool to integrate into Remedy, I would really recommend Kinetic. Just my 2 cents, Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Roberts, Chas Sent: Wednesday, September 29, 2010 9:01 AM To: arslist@ARSLIST.ORG Subject: Re: Survey Monkey ** Just like any external application. You can launch it from a Remedy app in the usual fashion, of course. You can then download the survey results in Excel format and AR Import the interesting parts into Remedy. The full Pro version is ¼ the cost of the other one mentioned, for those who are curious. Yours truly, Charles H. Roberts, 4th Riverside County Information Technology Office: 951-486-7780 Cell: 951-840-8699 eMail: crobe...@riversidecountyit.org mailto:crobe...@riversidecountyit.org From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Wednesday, September 29, 2010 6:53 AM To: arslist@ARSLIST.ORG Subject: Re: Survey Monkey ** I don't think it is. It's a web based tool. I'm trying to figure out if it can be done. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L Sent: Wednesday, September 29, 2010 9:12 AM To: arslist@ARSLIST.ORG Subject: Re: Survey Monkey Out of curiosity, how does Survey Monkey tie in with Remedy? How is tenancy information tracked? Jennifer Meyer From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, September 28, 2010 6:57 PM To: arslist@ARSLIST.ORG Subject: OT:Re: Anyone has made use of this web based survey engine? ** Hi Chas, I think I may have heard of Survey Monkey before.. I'm not intending to do anything with any of these at the moment but was just going through the features of the one I found just in case it is useful at some point. I will go through your suggestion too.. Thanks for that tip.. Joe From: Roberts, Chas crobe...@riversidecountyit.org To: arslist@ARSLIST.ORG Sent: Tue, September 28, 2010 6:40:46 PM Subject: Re: Anyone has made use of this web based survey engine? ** Joe, Survey Monkey is the best thing for this purpose. It has a funny name but very good features and reliability, and you can use SurveyMK.com/yoursurveycode http://surveymk.com/yoursurveycode so it looks like Survey Marketing Yours truly, Charles H. Roberts, 4th Riverside County Information Technology Office: 951-486-7780 Cell: 951-840-8699 eMail: crobe...@riversidecountyit.org mailto:crobe...@riversidecountyit.org From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, September 28, 2010 3:14 PM To: arslist@ARSLIST.ORG Subject: OT: Anyone has made use of this web based survey engine? ** http://www.esurveyspro.com/ I just came across it after I filled up a frequent traveler survey. It looks like they have a free edition too but appears like they might display advertisements etc on the free version.. Joe _attend WWRUG10 www.wwrug.com http://www.wwrug.com/ ARSlist: Where the Answers Are_ This email is confidential and intended solely for the use of the individual(s) to whom it is addressed. The information contained in this message may be privileged and confidential and protected from disclosure. If you are not the author's intended recipient, be advised
Re: Set Fields from SQL
Thanks Doug, I tried that. I tried a whole variety of ways of passing it through (5 different ways). What you suggested was actually my first version of it. But the ARS engine kept sticking an extra single quote in place causing the SQL query to error out. What was strange was how it worked correctly on a patch level of 7.0 but then stopped working when we increased the patch level. And we were told that the earlier version was a defect and that it had been fixed Sounds like the fix was a defect Granted that was back in the 7.0 ARS version, so it may be different now. Thanks, Matt -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug Sent: Monday, September 27, 2010 2:30 PM To: arslist@ARSLIST.ORG Subject: Re: Set Fields from SQL Matthew, OR, you just have the SQL command defined like $WHERE_CLAUSE$ and then when you finish building your WHERE clause like you are today, you simply set the WHERE_CLAUSE field to SELECT C1 FROM T1 WHERE + $WHERE_CLAUSE$ and then you own and control the entire syntax of the SQL yourself, you have built the command you want. And you execute it. The issue is a matter of having the system protect you and do all the handling of protecting quotes in values (like if the name being substituted was o'malley) or one where you want to take all responsibility for formatting and making sure the command is right. We support either option. You don't have to go the direction of putting the clause in a table and using a stored procedure. You can just build the entire command yourself instead of building just 1/2 of it. Just another option that is a bit simpler and more efficient. Doug Mueller -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matthew Perrault Sent: Monday, September 27, 2010 11:42 AM To: arslist@ARSLIST.ORG Subject: Re: Set Fields from SQL The only issue I have with this, Is I have a filter that has a Direct SQL action. In it I specify the SQL command like: SELECT C1 FROM T1 Where '$WHERE_CLAUSE$' I dynamically build the where clause and set it into that field. So I have something like Name = 'shmoe' and eye_color = 'Blue' Unfortunately the ARS engine comments out the 'shmoe' and 'Blue' To look like ''shmoe'' and ''Blue'' This then causes the SQL to fail. What I was forced to do was drop the Where Clause into a SQL table, Build the SELECT statement through a Stored Procedure using an EXEC statement. It works but it was a cludgy way of doing things. I would love for on the DIRECT SQL action, a check box to say turn off Commentation, So that it won't add those extra quotes. I did submit a request, but of course BMC just rejected it. Thanks guys Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Opela, Gary L CTR USAF ABW 72 ABW/SCOOA Sent: Monday, September 27, 2010 12:32 PM To: arslist@ARSLIST.ORG Subject: Re: Set Fields from SQL Roy, if you have more information on this, you can look up 'SQL Injection'. Thanks, Gary Opela, Jr. Sr. Remedy Engineer Avaya Phone Admin RSP Cert, Sec+ COMM: 405 582 4272 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug Sent: Monday, September 27, 2010 12:27 PM To: arslist@ARSLIST.ORG Subject: Re: Set Fields from SQL Roy, What you are seeing is what is designed. We protect you against illegal SQL or someone trying to play with breaking your SQL by sticking SQL inside other SQL by properly protecting against any bad SQL by always quoting any text substituted into the command. This prevents anyone from mis-appropriating your SQL command with bad text. Now, you also found that we gave you an out. If you as Administrator make the ENTIRE SQL command a substitution, then we give up and say you are substituting the entire command so you must know what you are doing and we assume you are doing whatever protecting from bad SQL the customer may do. For those who wonder what does he mean bad sql? What if you had a command like the following: SELECT a FROM b WHERE ColName = '$subs parameter$' If the user would enter aa'; DROP TABLE xx; Select a from b where ColName = 'xyz as the data value for subs paramter They can complete the command, issue another SQL command, and then do something so that the command is valid again to avoid an error. This would allow bad SQL to be submitted by the customer. By always quoting and escaping any user quotes, we prevent that. If you create the entire command yourself, you have to protect against the end user entering text that is like the above that could affect your SQL command syntax I hope this explaination helps with why the system works the way it does. Doug Mueller -Original Message- From: Action Request System
Re: Set Fields from SQL
The only issue I have with this, Is I have a filter that has a Direct SQL action. In it I specify the SQL command like: SELECT C1 FROM T1 Where '$WHERE_CLAUSE$' I dynamically build the where clause and set it into that field. So I have something like Name = 'shmoe' and eye_color = 'Blue' Unfortunately the ARS engine comments out the 'shmoe' and 'Blue' To look like ''shmoe'' and ''Blue'' This then causes the SQL to fail. What I was forced to do was drop the Where Clause into a SQL table, Build the SELECT statement through a Stored Procedure using an EXEC statement. It works but it was a cludgy way of doing things. I would love for on the DIRECT SQL action, a check box to say turn off Commentation, So that it won't add those extra quotes. I did submit a request, but of course BMC just rejected it. Thanks guys Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Opela, Gary L CTR USAF ABW 72 ABW/SCOOA Sent: Monday, September 27, 2010 12:32 PM To: arslist@ARSLIST.ORG Subject: Re: Set Fields from SQL Roy, if you have more information on this, you can look up 'SQL Injection'. Thanks, Gary Opela, Jr. Sr. Remedy Engineer Avaya Phone Admin RSP Cert, Sec+ COMM: 405 582 4272 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug Sent: Monday, September 27, 2010 12:27 PM To: arslist@ARSLIST.ORG Subject: Re: Set Fields from SQL Roy, What you are seeing is what is designed. We protect you against illegal SQL or someone trying to play with breaking your SQL by sticking SQL inside other SQL by properly protecting against any bad SQL by always quoting any text substituted into the command. This prevents anyone from mis-appropriating your SQL command with bad text. Now, you also found that we gave you an out. If you as Administrator make the ENTIRE SQL command a substitution, then we give up and say you are substituting the entire command so you must know what you are doing and we assume you are doing whatever protecting from bad SQL the customer may do. For those who wonder what does he mean bad sql? What if you had a command like the following: SELECT a FROM b WHERE ColName = '$subs parameter$' If the user would enter aa'; DROP TABLE xx; Select a from b where ColName = 'xyz as the data value for subs paramter They can complete the command, issue another SQL command, and then do something so that the command is valid again to avoid an error. This would allow bad SQL to be submitted by the customer. By always quoting and escaping any user quotes, we prevent that. If you create the entire command yourself, you have to protect against the end user entering text that is like the above that could affect your SQL command syntax I hope this explaination helps with why the system works the way it does. Doug Mueller -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ashcraft, Roy W CTR USAF AFWA 2 SYOS/SYOE Sent: Wednesday, September 22, 2010 7:07 AM To: arslist@ARSLIST.ORG Subject: Re: Set Fields from SQL Never mind. A coworker suggested trying to build the enter SQL query in a separate character field and then substitute that into the SQL set fields rather than building it piecemeal there. That worked, it did not escape the single quotes using this action. Thanks, Roy //SIGNED// ROY ASHCRAFT, Contractor, 2 SOS/SYOE Remedy ARS Support, SAIC (402) 294-8225, DSN 271-8225 roy.ashcraft@offutt.af.mil -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ashcraft, Roy W CTR USAF AFWA 2 SYOS/SYOE Sent: Wednesday, September 22, 2010 8:59 AM To: arslist@ARSLIST.ORG Subject: Set Fields from SQL -- Information from the mail header --- Sender: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Open Outlook email from ARS
That's exactly the right approach. It's OLE. Look at: ftp://ftp.remedy.com/pub/ole/ There's some OLE examples out there What you need are 4 OLE actions in your active Link: 1) Application( ).CreateItem( 0 ).Display( Type in value here ) 2) Application( ).ActiveInspector( ).CurrentItem( ).To( $Email To List$ ) 3) Application( ).ActiveInspector( ).CurrentItem( ).Body( $Basic Email Text$ ) 4) Application( ).ActiveInspector( ).CurrentItem( ).Subject( $Email Subject$ ) Here's how you add them: 1) In the New Action drop Down Select: OLE Automation 2) In the Automation Servers: window (on the left side) select OLE Local Servers 3) Scroll down till you see Microsoft Office Outlook (double click on it) 4) In the Type Library Information: window on the right, expand objects drop down 5) Select _Application Object and expand the drop down (you will see Methods listed under it) 6) Expand Methods 7) Double leftt click on _Application* Application( ) 8) Scroll down the list until you see: _IDispatch* CreateItem( OlItemType ItemType ) 9) Double click on that method 10) Down in the parmater List expand the CreateItem method you just added, and go down to the ? 11) Change the value there to 0 (its tricky and you have to double click on it a couple of times to change it to editable, but it does open up for you to modify it). 12) Make sure CreateItem is gay highlighted 13) Go back to the Type Library Information: 14) Under the Object List find: _Inspector Object 15) Expand _Inspector Object methods 16) Find void Display, double click on it Add the Action (Add action button in the upper right corner) That's The first OLE action you have to add, and should give you a good idea of how to add the OLE actions in an active link to open outlook. There's a .txt file in the FTP directory above that will give you the location of the other methods you'll have to add (may even be some code examples). HTH. Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark Sent: Monday, August 30, 2010 9:42 AM To: arslist@ARSLIST.ORG Subject: Open Outlook email from ARS ** Hi All, Had an unusual request from a user that I thought I would post to the group. Is there a way for an active link to pop up an new Outlook email with information from the ticket populated. I suspect this would be similar to using MS Word as a spell checker. ARS 6.3 patch 20 Oracle 9.2 SunOS 5.9 Thanks Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5835 (Office) (315) 317.2897 (Cell) 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. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Help with Active Link Button Close Window action
You could also use the Modify All. Or create a control panel that has a table field that pulls the records you want (i.e. external table field qualification that gets set to values a user picks) Then use a table loop guide, and loop over the records the user has selected, and perform what you want the update to do. It's a little more code but its more controllable. HTH Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Opela, Gary L CTR USAF ABW 72 ABW/SCOOA Sent: Thursday, August 19, 2010 12:48 PM To: arslist@ARSLIST.ORG Subject: Re: Help with Active Link Button Close Window action You could have the user try Ctrl-y after entering the data. That performs a Save action, and then automatically drops down to the next record in the list, setting focus to the same field which had the focus on the previous ticket. This is great if you are having to manually modify the same field on numerous records. Thanks, Gary Opela, Jr. Sr. Remedy Engineer Avaya Phone Admin RSP Cert, Sec+ COMM: 405 582 4272 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Drew Shuller Sent: Thursday, August 19, 2010 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: Help with Active Link Button Close Window action ** More info, I've tried a couple of OPERATION keywords, Get, Set, but those don't seem to work. I'm on a windows 6.3 install. Drew On Aug 19, 2010, at 7:49 AM, Drew Shuller drew.shul...@gmail.com wrote: Hello everyone, I'm trying to make a button save and close a record in modify mode. Easy enough, yes, but I want the button to close the window only if the record has been opened from a results list. Eventually I want to add a PERFORM-ACTION-NEXT action to the AL so that the button will save the record, close the current one, and then open the next one in the list. Any help? Muchas Gracias! Drew Shuller Soto Cano Air Base Comayagua, Honduras _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_
Re: SRM Request Creation Issue
Check your phasing. You could be trying to do the push/create in Phase 2, yet you are trying to pull the incident # back in Phase 1. And the filter that is doing the set fields on the HPD:IncidentInterface could be defined that on Set Fields if No Requests Match: Display 'No Match' Error. Run your logs and see what Phase order things are occurring in. HTH Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Prasanth Prabhakaran (UST, IND) Sent: Wednesday, August 18, 2010 8:59 AM To: arslist@ARSLIST.ORG Subject: SRM Request Creation Issue Hi Masters, I'm facing an issue with SRM ticket creation. Some of the request are not creating any INC / WO. It is giving me an error. Unable to get the Request ID from HPD:IncidentInterface. The entry you requested does not exist. What could be the reason, Please help. Regards Prasanth ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Service Request Management Portal best practices-disabling Add to cart Button
We had the same problems with the Add To Cart functionality. Here's what we did to disable it: 1) Go to the Data Visualization Module form in Remedy. 2) Take the SRMSServiceRequestBrowser.jar file and save it to disk 3) Save a backup copy of it 4) Open it with Win Zip 5) Locate the files: Buttons.st and list-services.st 6) extract them to your desktop 7) in the folder that is created (resources\templates\) You will see 2 folders: list-services and questions 8) go into the folder list-services, 9) open the list-services.st file with notepad or word-pad 10) towards the bottom find the line: libutton class=serviceAddToCartAction srdId=$it.id$. 11) change it to: libutton class=serviceAddToCartAction srdId=$it.id$ disabled=true onclick=handleAddToCartEvent(event);DISABLED/button/li *note the disabled=true addition 12) Save the file 13) Open the file: buttons.st in the resources\templates\questions\ folder 14) find the lines: $if(draft)$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons $else$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons 15) Change it to the following: $if(draft)$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons disabled=true onClick=javascript:none();//td $else$ td align=rightinput id=addtocart_button value=$addToCartLabel$ type=button class=submitbuttons disabled=true onClick=javascript:none();//td 16) Save the File 17) Re-Import the modified files with the path structure (\resources\templates\list-services and \resources\templates\questions\ otherwise the SRM Portal will error when it is opened. 18) save the JAR file 19) remove the old SRMSServiceRequestBrowser.jar file from the Data Visualization Module record 20) re-add the modified SRMSServiceRequestBrowser.jar file to the Data Visualization Module record. 21) Open the SRS:ServiceRequestConsole form in the Admin Tool 22) find and disable all the Add To Cart buttons on that form 23) Clear the Cache on the Mid-Tier including the Plugin-Cache 24) restart the Mid-Tier At that point you should see the Buttons show up turned off, with the Label Disabled The tricky piece is getting the files replaced with the correct path back into the JAR file. That where we ran into issues. I would recommend doing it on Dev first to get the bugs figured out. HTH. Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
passing attachments in via Web Service with Perl CGI
All,
Ok here's another one that I've been looking at for a couple of days now.
I've got a Web Service/XML page that is setup to handle Attachments.
When Remedy built the XML page it set the Attachment Data element as type:
XSD:Base64Binary
I have a Perl CGI script to consume the WebService.
I can get it to work when I'm not passing an attachment.
The problem is I can't seem to get the Attachment Data converted to the correct
Data Type.
I can get the file name and Size, just not the Data Type
I keep getting the error:
Fault :ERROR (8962): Unexpected element encountered in the input XML document;
Faultcode :soapenv:Server.userException Faultdetail :hostnameSERVER NAME
I've tried passing just the file,
The file handle,
Opening the File and reading all the lines into a buffer, and passing that.
I've tried to encode it:
open(FILE,$upload_filehandle) or die $!;
while (read(FILE, $buf, 60*57)) {
$Attach_Data.= encode_base64($buf);
# print encode_base64($buf);
}
close(FILE);
and none of those have worked.
I'm starting to look at using the Pack function to convert it to a Binary Array,
But can't quite figure out how to do that, yet.
Has anyone been able to setup a Perl CGI to consume a Web Service and pass an
attachment through?
Any suggestions on how I can get the Perl CGI to convert that Attachment Data
to the correct format?
Thanks in Advance
Matt P.
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Re: passing attachments in via Web Service with Perl CGI-closed
Oh man...some days it pays to read the error message.
...Unexpected element encountered in the input XML document...
D'OH!
Uhhh, ya, you have to specify the XML parameter correctly...
Attachment1_attachmentName--Works
Attachment_1_attachmentName--does not work
So the code I had written yesterday did work, I just assumed it was how I was
encoding the data from the file.
For those that are interested if you want to have a Perl CGI Script to pass an
attachment to a Web Service this is how it's done:
use CGI;
use File::Basename;
use File::stat;
use MIME::Base64 qw(encode_base64);
my $cgi=new CGI;
print ($cgi-header());
print ($cgi-start_html(Create Request Questions));
$filename = $cgi-param('Attachment');
$upload_filehandle = $cgi-upload('Attachment');
my $username = ''; #
ARS_LoginName_to_use
my $password = ''; #
password_for_above_Login_Name
my $authentication= ''; # Extra authentication
value (NT domain type stuff)
my $locale= '';# Language
setting for this client
my $timeZone= '';# ARS timezone
setting for this connection(client timezone)
my
$proxy='http://ARSERVER/arsys/services/ARService?server=ARSERVERwebService=Web
Service Name';
my $uri=Web Service NameService';
use SOAP::Lite;
my $header = SOAP::Header-name('AuthenticationInfo' =
\SOAP::Header-value(
SOAP::Header-name('userName'
= $username)-type(''),
SOAP::Header-name('password'
= $password)-type(''),
SOAP::Header-name('authentication' = $authentication)-type(''),
SOAP::Header-name('locale' =
$locale)-type(''),
SOAP::Header-name('timeZone'
= $timeZone)-type(''),
)
);
if ( !$filename )
{
print $cgi-header ( );
print There was a problem uploading your file;
exit;
}
($name, $path, $extension) = fileparse($filename, '\..*' );
$Attach_Name = $name . $extension;
$Attach_Size = stat($filename)-size;
open(FILE,$upload_filehandle) or die $!;
while (read(FILE, $buf, 60*57)) {
$Attach_Data = $Attach_Data.encode_base64($buf);
}
close(FILE);
$File_Name = SOAP::Data-name('Attachment1_attachmentName') -
value($Attach_Name)-type('xsd:string');
$File_size = SOAP::Data-name('Attachment1_attachmentOrigSize')
- value($Attach_Size)-type('xsd:int');
$File_Data = SOAP::Data-name('Attachment1_attachmentData') -
value($Attach_Data)-type('xsd:base64Binary');
$soap = new SOAP::Lite
proxy=$proxy, uri=$uri;
$result=$soap-CreateAttachRequest($File_Name, $File_Data,
$File_size);
HTH
Matt P.
From: Matthew Perrault
Sent: Wednesday, August 04, 2010 11:18 AM
To: 'arslist@ARSLIST.ORG'
Subject: passing attachments in via Web Service with Perl CGI
All,
Ok here's another one that I've been looking at for a couple of days now.
I've got a Web Service/XML page that is setup to handle Attachments.
When Remedy built the XML page it set the Attachment Data element as type:
XSD:Base64Binary
I have a Perl CGI script to consume the WebService.
I can get it to work when I'm not passing an attachment.
The problem is I can't seem to get the Attachment Data converted to the correct
Data Type.
I can get the file name and Size, just not the Data Type
I keep getting the error:
Fault :ERROR (8962): Unexpected element encountered in the input XML document;
Faultcode :soapenv:Server.userException Faultdetail :hostnameSERVER NAME
I've tried passing just the file,
The file handle,
Opening the File and reading all the lines into a buffer, and passing that.
I've tried to encode it:
open(FILE,$upload_filehandle) or die $!;
while (read(FILE, $buf, 60*57)) {
$Attach_Data.= encode_base64($buf);
# print encode_base64($buf);
}
close(FILE);
and none of those have worked.
I'm starting to look at using the Pack function to convert it to a Binary Array,
But can't quite figure out how to do that, yet.
Has anyone been able to setup a Perl CGI to consume a Web Service and pass an
attachment through?
Any suggestions on how I can get the Perl CGI to convert that Attachment Data
to the correct format?
Thanks in Advance
Matt P.
___
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Capturing when an Admin Login is used
All, I'm trying to capture when a specific Administrator Login is used to login to the User or Admin Tool. I need to take that information, and save the ID and the Timestamp into a Form/Table so that it can be reported off of monthly. While I could turn on the User Logging (from the Server Information form), and run a Perl Script to convert it into a CSV, that means I would have to be doing the reporting (which I want to avoid). It also means that Log could get pretty big. Does anybody have any suggestions/ideas on how I can do this with Remedy Work Flow? I thought there was a way, but I can't remember. ARS 7.1 Patch 8 ITSM 7.1 MS SQL Database 2005 Windows Server 2003 Thanks in advance Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Capturing when an Admin Login is used
Thanks guys. Ya I tried adding some code to the AR System:License Review form, but that's a Vendor form, and it didn't work :(. I look into the INIT form, though, but I really needed to capture when the Admin tool is logged into. I'm thinking if there was a table in the DB, I could write a DB trigger on that to insert into a different table, Then drop a view form on that table As far as upgrade to 7.5 (it'll solve all your problems! O-plop plop--Bull) That's not going to happen any time soon. I heard the same thing on upgrading to 7.1...needless to say, I was less than impressed. Fool me once, shame on you. Fool me twice, shame on me. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ LongWing Sent: Friday, July 30, 2010 9:58 AM To: arslist@ARSLIST.ORG Subject: Re: Capturing when an Admin Login is used ** Matthew, As John mentioned, you could use the Init form, but that only works in the user tool...not Admin or Web...your best option in my opinion is to upgrade to 7.5 and turn on the user license monitoring feature...then write a filter on these forms to do what you needoutside of upgrading, I believe your only other option is the user log. ** Matthew, Look for the INIT_Form in the docs. You have to add it to the ar.cfg file. I loads in the back ground and you can use it to push data to your Spy on the bad admin form;^ Can ya tell it's Friday? --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matthew Perrault Sent: Friday, July 30, 2010 8:11 AM To: arslist@ARSLIST.ORG Subject: Capturing when an Admin Login is used ** All, I'm trying to capture when a specific Administrator Login is used to login to the User or Admin Tool. I need to take that information, and save the ID and the Timestamp into a Form/Table so that it can be reported off of monthly. While I could turn on the User Logging (from the Server Information form), and run a Perl Script to convert it into a CSV, that means I would have to be doing the reporting (which I want to avoid). It also means that Log could get pretty big. Does anybody have any suggestions/ideas on how I can do this with Remedy Work Flow? I thought there was a way, but I can't remember. ARS 7.1 Patch 8 ITSM 7.1 MS SQL Database 2005 Windows Server 2003 Thanks in advance Matt P. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Capturing when an Admin Login is used
Hrmmm... Ok the filter on AR System:License Review form to push to the other form does somewhat work. but only if you login via the USER tool. Doesn't capture logging in via the Admin Tool. Shoot... There's got to be another place where it tracks that From: Matthew Perrault Sent: Friday, July 30, 2010 10:38 AM To: 'arslist@ARSLIST.ORG' Subject: RE: Capturing when an Admin Login is used Thanks guys. Ya I tried adding some code to the AR System:License Review form, but that's a Vendor form, and it didn't work :(. I look into the INIT form, though, but I really needed to capture when the Admin tool is logged into. I'm thinking if there was a table in the DB, I could write a DB trigger on that to insert into a different table, Then drop a view form on that table As far as upgrade to 7.5 (it'll solve all your problems! O-plop plop--Bull) That's not going to happen any time soon. I heard the same thing on upgrading to 7.1...needless to say, I was less than impressed. Fool me once, shame on you. Fool me twice, shame on me. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ LongWing Sent: Friday, July 30, 2010 9:58 AM To: arslist@ARSLIST.ORG Subject: Re: Capturing when an Admin Login is used ** Matthew, As John mentioned, you could use the Init form, but that only works in the user tool...not Admin or Web...your best option in my opinion is to upgrade to 7.5 and turn on the user license monitoring feature...then write a filter on these forms to do what you needoutside of upgrading, I believe your only other option is the user log. ** Matthew, Look for the INIT_Form in the docs. You have to add it to the ar.cfg file. I loads in the back ground and you can use it to push data to your Spy on the bad admin form;^ Can ya tell it's Friday? --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matthew Perrault Sent: Friday, July 30, 2010 8:11 AM To: arslist@ARSLIST.ORG Subject: Capturing when an Admin Login is used ** All, I'm trying to capture when a specific Administrator Login is used to login to the User or Admin Tool. I need to take that information, and save the ID and the Timestamp into a Form/Table so that it can be reported off of monthly. While I could turn on the User Logging (from the Server Information form), and run a Perl Script to convert it into a CSV, that means I would have to be doing the reporting (which I want to avoid). It also means that Log could get pretty big. Does anybody have any suggestions/ideas on how I can do this with Remedy Work Flow? I thought there was a way, but I can't remember. ARS 7.1 Patch 8 ITSM 7.1 MS SQL Database 2005 Windows Server 2003 Thanks in advance Matt P. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Capturing when an Admin Login is used
Actually, it came from Internal Audit. They've already taken away some of our access at the DB level to certain tables (approval and changes, as they are SOX related). Then they came back and wanted to take away our admin access all together (i.e. no Admin Tool) So I had to argue with them for about an hour before it was finally agreed that we would look at logging when and admin logs in to the User tool or Admin tool I can capture Admins logging in to the User tool, I just need to capture it when it's an admin logging in to the Admin Tool as well. Still thinking DB trigger on a table. LJ, I know you were just mentioning a new feature in 7.5, and a possible solution. :) I was just giving BMC a little bit of grief and my .5 cent on upgrading... We spent 2 years upgrading to ITSM 7.1, and every horror story you hear, we experienced. So we are not going to be upgrading anytime soon. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Reiser, John J Sent: Friday, July 30, 2010 11:26 AM To: arslist@ARSLIST.ORG Subject: Re: Capturing when an Admin Login is used ** Matthew, Sounds like you are trying to catch a rogue admin doing some midnight developing. I can make all your tickets get reassigned to Pete for $50 How about the Server Events form? I will capture the changes made though it will not let you know when the admin logged in. That would in the User.log or via the init-form setting. HTH, --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matthew Perrault Sent: Friday, July 30, 2010 11:38 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Capturing when an Admin Login is used ** Thanks guys. Ya I tried adding some code to the AR System:License Review form, but that's a Vendor form, and it didn't work :(. I look into the INIT form, though, but I really needed to capture when the Admin tool is logged into. I'm thinking if there was a table in the DB, I could write a DB trigger on that to insert into a different table, Then drop a view form on that table As far as upgrade to 7.5 (it'll solve all your problems! O-plop plop--Bull) That's not going to happen any time soon. I heard the same thing on upgrading to 7.1...needless to say, I was less than impressed. Fool me once, shame on you. Fool me twice, shame on me. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ LongWing Sent: Friday, July 30, 2010 9:58 AM To: arslist@ARSLIST.ORG Subject: Re: Capturing when an Admin Login is used ** Matthew, As John mentioned, you could use the Init form, but that only works in the user tool...not Admin or Web...your best option in my opinion is to upgrade to 7.5 and turn on the user license monitoring feature...then write a filter on these forms to do what you needoutside of upgrading, I believe your only other option is the user log. ** Matthew, Look for the INIT_Form in the docs. You have to add it to the ar.cfg file. I loads in the back ground and you can use it to push data to your Spy on the bad admin form;^ Can ya tell it's Friday? --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matthew Perrault Sent: Friday, July 30, 2010 8:11 AM To: arslist@ARSLIST.ORG Subject: Capturing when an Admin Login is used ** All, I'm trying to capture when a specific Administrator Login is used to login to the User or Admin Tool. I need to take that information, and save the ID and the Timestamp into a Form/Table so that it can be reported off of monthly. While I could turn on the User Logging (from the Server Information form), and run a Perl Script to convert it into a CSV, that means I would have to be doing the reporting (which I want to avoid). It also means that Log could get pretty big. Does anybody have any suggestions/ideas on how I can do this with Remedy Work Flow? I thought there was a way, but I can't remember. ARS 7.1 Patch 8 ITSM 7.1 MS SQL Database 2005 Windows Server 2003 Thanks in advance Matt P. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com
Re: MSSQL Virtualization?
Performance Issues. Lost connection issues between the ARS and DB. HTH Matt P -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Drew Shuller Sent: Friday, July 30, 2010 11:59 AM To: arslist@ARSLIST.ORG Subject: MSSQL Virtualization? Hello all, While helping use architect a new Remedy system, BMC suggested to NOT virtualize the MSSQL server, without giving any reasons except that there were problems. Could I get some insight please? I would like to virtualize AR Server 7.1 and eventually 7.6 ITSM on a virtualized MSSQL server. What issues should I expect? Thank you in advance. Drew Shuller Soto Cano AB Palmerola, Honduras ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Capturing SQL Statement
John, From what we have seen in the SQL Log it will look like: SELECT TOP 2147483648 T983.C1,C100161,C10,C7,C100164,C100169,... FROM T983 ORDER BY 2 DESC, 1 ASC Notice: no WHERE clause. This was issued by an end user, who then cancelled it after ARS had issued it to the DB. So it got left in suspended state while still locking the table (this was the Help Desk form too). In SQL 2005 you have something called the Activity Monitor where you can see all the threads connected to the DB. From there you can see threads that are blocking the DB, and what the actual SQL call is. Then, if you have SQL logs running, you can open the log and find the person who did it. The other thing we've seen with the WHERE 1=1 clause has to do with table fields that use an external qualification. If the Table field is using an external qualification: EXT($FIELD_NAME$), if you refresh the table field while $FIELD_NAME$ is blank/NULL, ARS will translate that into a 1=1 and do a full table scan of whatever form you have specified the Table field to look at. This in my opinion is B A D. It should return nothing (translate it to 1 = 0), as nothing is the criteria that was specified. HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Sundberg Sent: Friday, July 16, 2010 8:29 AM To: arslist@ARSLIST.ORG Subject: Re: Capturing SQL Statement ** Would the SQL log of ARS show that query? (I hope so) And if so - any idea what it would look like in the log? -John On Jul 16, 2010, at 9:18 AM, LJ LongWing wrote: ** John, I know the question comes up every once in awhileand the common agreement is that yes, remedy will pass a 1=0 to the DB...the argument typically occurs around what happens when it hits the DB. Well, from personal experience, I have seen remedy pass a 1=1 to the DB and have that query BLOCK other queries to the table...so in the instance of SQL Server 2005, I guarantee you that it's passed to the DB, and the DB does a table scan. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Capturing SQL Statement
Correct. Just a SQL login and account with the required permissions From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Sundberg Sent: Friday, July 16, 2010 10:09 AM To: arslist@ARSLIST.ORG Subject: Re: Capturing SQL Statement ** Side question -- if you go raw to the database with your mods -- I assume that does not take an ARS license. Any comments? -John On Jul 16, 2010, at 10:01 AM, AR Admin wrote: ** Speaking of databases, does anyone know if it's safe to run update queries on remedy database externally with a vb app? Any possible side effects from not using remedy C or java api to do this? Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Detect QBE Search
CHAD!!! Long time man, hope things are going good for ya. This may not solve your issue, and it is kind of ugly, but, just to throw out an idea: How about on Window open, when $OPERATION$ = QUERY, (or through the Form itself, and unlock them on modify) SET ALL fields except the ones with the QBE match to Read-Only. Also, set an AL to fire if all those read-write QBE fields are NULL (prevents the Advanced Search 1 = 1 query), and throw an error. When they search on the form, have an active link that automatically does an UPPER on the field if there is a value in it. Then, on the server turn off unqualified searches. So clear All, and search throws the error. The only other way I can think to do what you are trying, is when you pass the EXTERNAL query through to the other form Set a Flag on the Form you're opening. This way you can differentiate between the External query, and the standard QBE search query. Then have the AL only fire on search if the field used in the External is NULL, and that other flag is set. Just some thoughts HTH Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chad M Whilding Sent: Tuesday, June 22, 2010 3:10 PM To: arslist@ARSLIST.ORG Subject: Detect QBE Search Dear arslisters, Loonnggg time lurker here, infrequent poster; needed to plug into the collective on this one. Goal: Determine when the user issues a QBE search. Customer Need: Recently added Oracle to the application mix and user's are having trouble remembering it is case sensitive. We store all data in uppercase...they are entering queries in lower-case. Not viable solution User caps lockcan't seem to get them to realize this simple solution Oracle case insensitivewe've been told this isn't an option at this time. I'm not the export nor responsible party. Plus this turned out to be a tricky one we wanted to figure out. ARS Platform ARS 7.1 p009 SQL Server on Window 2003 and up Oracle 10g on Solaris 5 Fat Client and Mid Tier in play; both at p009 Custom Application GUI Our Application Start control panel allows the user to run stored queries. We utilize the EXTERNAL feature in a Window Open Modify action to process the query and return results in Modify mode. We also allow them to open the form in a regular search window. What I thought was simplejust execute at On Search momentfrom search mode. However, our App Start stored query approach also processes through an On Search moment and we don't want to run this uppercase helper ALL the time; just from Ad Hoc QBE query. What I have discovered: Window Open Modify does not allow you to pass anything through to next window. Adding QueryBar (1005) field is detectable from an Active Link, when using advanced search bar. EXTERNAL doesn't pass the query through the QueryBar(1005) field object. 1st approach, tag a field when the form is opened from our App Start control panel and puts them in search mode, on search check tagged field for value; works great until the user performs a Clear All 2nd approach, Active Link execute On Search where Query Bar is Null. works great for QBE from search mode, but also runs from App Start Control Panel stored query design, so violates our development goal of only executing from Ad Hoc QBE Query. In reality, I did determine that this is really only setting a lot of null fields to uppercase...but the less processing the better. 3rd approach, check to see an arslister has determined how to detect usage of EXTERNAL at On Search moment or better yet...has a better idea If I can determine EXTERNAL usage, I can factor out the App Start stored query (EXTERNAL not null) and I can detect when the user is performing a QBE only search (QueryBar is null). Your help is appreciated. Regards, Chad Whilding Engineer CSC 3725 Pentagon Blvd., Beavercreek, OH 45431-1706 North American Public Sector | p: +1-937.320-6342 | f:+1-937-320- | cwhild...@csc.com | www.csc.com This is a PRIVATE message. If you are not the intended recipient, please delete without copying and kindly advise us by e-mail of the mistake in delivery. NOTE: Regardless of content, this e-mail shall not operate to bind CSC to any order or other contract unless pursuant to explicit written agreement or government initiative expressly permitting the use of e-mail for such purpose. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Interview Questions - Please help
Ok, since no one responded to my question earlier, I decided to go investigate this myself to get the answer. The `! at the end of a filter or AL, will make ALL actions fire in Phase 1, even actions that would normally fire in Phase 3. Tested with Notifications, Run Process, and Direct SQL in both ALs and Filters Something else I noticed in the Filter Action: Log To file Was this introduced in 7.x, or was it earlier? Kind of a neat feature to have. Matt P. -Original Message- From: Matthew Perrault Sent: Wednesday, June 16, 2010 9:15 AM To: 'arslist@ARSLIST.ORG' Subject: RE: Interview Questions - Please help Memory check (I think I'm over thinking this) What about Phase 3 actions in a filter? For some odd reason I was thinking that the `! only worked for phase 2 actions like push fields. Yet then I started thinking that no, it worked for Run Process and Notifications too. Which is it? I can't remember (and yes I'm being lazy by not looking it up in the doco). Maybe a better question would be to have someone describe the different phases and the different items that normally occur in them. Also, Rather than having just a list of questions that can be answered in a few words or 1 sentence and the answers easily looked up and memorized. Instead look at asking them about the projects they've worked on, how they went, the challenges they faced and how they overcame them. The other thing you may want to think about is a gradual increase in difficulty of questions. If they answer X well, then ask Y which would be a little harder, then ask Z which would be a little harder than Y, and so on. And if they can answer some of the more difficult questions, then asking about T, B, and H tables may be a waste of time, as they would most likely already know that. HTH, Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire Sent: Wednesday, June 16, 2010 8:46 AM To: arslist@ARSLIST.ORG Subject: Re: Interview Questions - Please help I'll answer this one Put an '! at the end of the filter name. From: Action Request System discussion list(ARSList) on behalf of Nair, Rajesh IN BOM SISL Sent: Wed 6/16/2010 7:14 AM To: arslist@ARSLIST.ORG Subject: Re: Interview Questions - Please help ** I would like to know the answer for this As per me it will not .. i know i may be wrong as not a remedy guru over here Can you force a filter to fire all actions in the first phase From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Atherly Sent: Wednesday, June 16, 2010 5:42 PM To: arslist@ARSLIST.ORG Subject: Re: Interview Questions - Please help ** I'll take number 11 What is the function of DDE-Poke? DDE-Poke is French for when you have to poke the server to get it to do what you want. _ John Atherly | APC by Schneider Electric | Information, Process Organization (IPO) | Remedy Administrator / Developer Phone: +401-7899-5735 ext. 2120 | Fax: +401-789-3710 | Email: john.athe...@apcc.com mailto: john.athe...@apcc.com | Site: www.apc.com/ http://www.apc.com/ | Address: 132 Fairgrounds Road, West Kingston, RI 02892 USA *** Please consider the environment before printing this e-mail Ram Rudra rambabu.ru...@gssamerica.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 06/16/2010 05:29 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Interview Questions - Please help Hi All, In an interview point of view, I have gathered the below questions and looking for answers. Please help. 1) What is the difference between and Active Link and a Filter? 2) What is a .def file used for? 3) What is a .arx file? 4) Who is Doug Mueller? 5) What is a use for an Active Link Guide? 6) What type of field is the Worklog field? 7) Name two DBMSs in which Remedy ARS can run on top of? 8) What does ARS stand for? 9) What are the core fields? 10) What does $MENU$ do? 11) What is the function of DDE-Poke? 12) What are ar.ini and ar.conf files used for? 13) Describe the features that are available by comparing ARS Ver. 6.3, 7.1 and 7.5 majorly? 14) Why ardiff utility is used for? 15) How do you deploy your application on web? 16) When and in what situation you use workflow log, arerror.log, arfilter.log, aresc.log? 17) Explain the actions available in active link which are not in Filters. Explain why it is not. 18) Why ardiff utility is used for? 19) What is the primary table in the AR System data dictionary? 20) How does the AR System manage the data you see in Remedy Forms? 21) Without using DSO or EIE, what are your thoughts for providing a 'STANDARDIZED' methodology for interfacing
Re: Interview Questions - Please help
Thanks LJ, I think it was 7.x (and that would be 2 to 3 years ago) I don't remember seeing it in 6.3, of course I could always go look up the doco on that too (as I still have them :) ). Again, just being lazy...hey it is Friday :). Thanks, Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ LongWing Sent: Friday, June 18, 2010 11:24 AM To: arslist@ARSLIST.ORG Subject: Re: Interview Questions - Please help Matt, Just a further clarificationAL's don't have phasing...so the `! doesn't have any effect on them. I think the Log To File option was added in either 6.3 or 7.0...but it's been there quite a few years :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matthew Perrault Sent: Friday, June 18, 2010 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: Interview Questions - Please help Ok, since no one responded to my question earlier, I decided to go investigate this myself to get the answer. The `! at the end of a filter or AL, will make ALL actions fire in Phase 1, even actions that would normally fire in Phase 3. Tested with Notifications, Run Process, and Direct SQL in both ALs and Filters Something else I noticed in the Filter Action: Log To file Was this introduced in 7.x, or was it earlier? Kind of a neat feature to have. Matt P. -Original Message- From: Matthew Perrault Sent: Wednesday, June 16, 2010 9:15 AM To: 'arslist@ARSLIST.ORG' Subject: RE: Interview Questions - Please help Memory check (I think I'm over thinking this) What about Phase 3 actions in a filter? For some odd reason I was thinking that the `! only worked for phase 2 actions like push fields. Yet then I started thinking that no, it worked for Run Process and Notifications too. Which is it? I can't remember (and yes I'm being lazy by not looking it up in the doco). Maybe a better question would be to have someone describe the different phases and the different items that normally occur in them. Also, Rather than having just a list of questions that can be answered in a few words or 1 sentence and the answers easily looked up and memorized. Instead look at asking them about the projects they've worked on, how they went, the challenges they faced and how they overcame them. The other thing you may want to think about is a gradual increase in difficulty of questions. If they answer X well, then ask Y which would be a little harder, then ask Z which would be a little harder than Y, and so on. And if they can answer some of the more difficult questions, then asking about T, B, and H tables may be a waste of time, as they would most likely already know that. HTH, Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire Sent: Wednesday, June 16, 2010 8:46 AM To: arslist@ARSLIST.ORG Subject: Re: Interview Questions - Please help I'll answer this one Put an '! at the end of the filter name. From: Action Request System discussion list(ARSList) on behalf of Nair, Rajesh IN BOM SISL Sent: Wed 6/16/2010 7:14 AM To: arslist@ARSLIST.ORG Subject: Re: Interview Questions - Please help ** I would like to know the answer for this As per me it will not .. i know i may be wrong as not a remedy guru over here Can you force a filter to fire all actions in the first phase From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Atherly Sent: Wednesday, June 16, 2010 5:42 PM To: arslist@ARSLIST.ORG Subject: Re: Interview Questions - Please help ** I'll take number 11 What is the function of DDE-Poke? DDE-Poke is French for when you have to poke the server to get it to do what you want. _ John Atherly | APC by Schneider Electric | Information, Process Organization (IPO) | Remedy Administrator / Developer Phone: +401-7899-5735 ext. 2120 | Fax: +401-789-3710 | Email: john.athe...@apcc.com mailto: john.athe...@apcc.com | Site: www.apc.com/ http://www.apc.com/ | Address: 132 Fairgrounds Road, West Kingston, RI 02892 USA *** Please consider the environment before printing this e-mail Ram Rudra rambabu.ru...@gssamerica.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 06/16/2010 05:29 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Interview Questions - Please help Hi All, In an interview point of view, I have gathered the below questions and looking for answers. Please help. 1) What is the difference between and Active Link and a Filter? 2) What is a .def file used for? 3) What is a .arx file? 4) Who is Doug Mueller? 5) What is a use
Re: Interview Questions - Please help
Memory check (I think I'm over thinking this) What about Phase 3 actions in a filter? For some odd reason I was thinking that the `! only worked for phase 2 actions like push fields. Yet then I started thinking that no, it worked for Run Process and Notifications too. Which is it? I can't remember (and yes I'm being lazy by not looking it up in the doco). Maybe a better question would be to have someone describe the different phases and the different items that normally occur in them. Also, Rather than having just a list of questions that can be answered in a few words or 1 sentence and the answers easily looked up and memorized. Instead look at asking them about the projects they've worked on, how they went, the challenges they faced and how they overcame them. The other thing you may want to think about is a gradual increase in difficulty of questions. If they answer X well, then ask Y which would be a little harder, then ask Z which would be a little harder than Y, and so on. And if they can answer some of the more difficult questions, then asking about T, B, and H tables may be a waste of time, as they would most likely already know that. HTH, Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire Sent: Wednesday, June 16, 2010 8:46 AM To: arslist@ARSLIST.ORG Subject: Re: Interview Questions - Please help I'll answer this one Put an '! at the end of the filter name. From: Action Request System discussion list(ARSList) on behalf of Nair, Rajesh IN BOM SISL Sent: Wed 6/16/2010 7:14 AM To: arslist@ARSLIST.ORG Subject: Re: Interview Questions - Please help ** I would like to know the answer for this As per me it will not .. i know i may be wrong as not a remedy guru over here Can you force a filter to fire all actions in the first phase From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Atherly Sent: Wednesday, June 16, 2010 5:42 PM To: arslist@ARSLIST.ORG Subject: Re: Interview Questions - Please help ** I'll take number 11 What is the function of DDE-Poke? DDE-Poke is French for when you have to poke the server to get it to do what you want. _ John Atherly | APC by Schneider Electric | Information, Process Organization (IPO) | Remedy Administrator / Developer Phone: +401-7899-5735 ext. 2120 | Fax: +401-789-3710 | Email: john.athe...@apcc.com mailto: john.athe...@apcc.com | Site: www.apc.com/ http://www.apc.com/ | Address: 132 Fairgrounds Road, West Kingston, RI 02892 USA *** Please consider the environment before printing this e-mail Ram Rudra rambabu.ru...@gssamerica.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 06/16/2010 05:29 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Interview Questions - Please help Hi All, In an interview point of view, I have gathered the below questions and looking for answers. Please help. 1) What is the difference between and Active Link and a Filter? 2) What is a .def file used for? 3) What is a .arx file? 4) Who is Doug Mueller? 5) What is a use for an Active Link Guide? 6) What type of field is the Worklog field? 7) Name two DBMSs in which Remedy ARS can run on top of? 8) What does ARS stand for? 9) What are the core fields? 10) What does $MENU$ do? 11) What is the function of DDE-Poke? 12) What are ar.ini and ar.conf files used for? 13) Describe the features that are available by comparing ARS Ver. 6.3, 7.1 and 7.5 majorly? 14) Why ardiff utility is used for? 15) How do you deploy your application on web? 16) When and in what situation you use workflow log, arerror.log, arfilter.log, aresc.log? 17) Explain the actions available in active link which are not in Filters. Explain why it is not. 18) Why ardiff utility is used for? 19) What is the primary table in the AR System data dictionary? 20) How does the AR System manage the data you see in Remedy Forms? 21) Without using DSO or EIE, what are your thoughts for providing a 'STANDARDIZED' methodology for interfacing/integrating with Remedy applications. This customer was actually looking to use C.I.M. or some other open standard solution to interface with Remedy what you say? 22) How do you troubleshoot AR System server outages to restore access to the system? 23) How does mid-tier work and where does it fit in the client server architecture? 24) Describe how filters work? They were actually looking how filters work in different phases... which led to the next question. 25) Can you force a filter to fire all actions in the first phase? 26) List all of the possible uses for guides. They were looking for walking tables? 27) What is
Re: Moving URL location in email. ARS 7.5 ITSM 7.6
Andre, When you use the Web URL check box in the filter that sends the notification, I think that is automatically placed at the top regardless of using an email template or not. At least that's what I've seen with 7.1, but I could be wrong on that. You are on the right track as far as un-checking that check box in the filter. The other places you want to look are SYS:Notification Messages form. And AR System Email Templates. Here's how we got it to work. When the Incident is assigned, it sends a tag to NTE:Sys-NT Process Control That tag then tells the Notification Engine which message to use, and it pulls it from SYS:Notification Messages. So we added a URL there. Since you are using a static URL, and don't need to pass parameters, you should be able to just type it into the Email Message Body and Notification Text fields. Something like: a href=http://YOURMIDTIERSERVER/arsys/forms/ARSERVER/FORMNAME/View/?mode=QueryPlease Click Here/a href *note my syntax on the URL may be off, as I'm typing this quick Then we created an html template and saved it into the AR System Email Templates form. html head titleEmail Body/title /head body pfont face=Arial#$$Email Message Body$$#/font/p /body /html On the NTE:Notifier form, we updated the filters that send the notifications to use that Template. That way it would format the URL to make it look pretty when the email went out. So, in summary check forms: SYS:Notification Messages AR System Email Templates Also, in AR System Administration: Server Information our Email Notification Web Path: is blank. HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Andre H Sent: Thursday, May 20, 2010 7:04 PM To: arslist@ARSLIST.ORG Subject: Moving URL location in email. ARS 7.5 ITSM 7.6 ** Hello, I am trying to find out if it is possible to move the URL that is inserted into the ootb e-mail when a support group gets assigned an Incident, Task,etc. The URL is placed in the very top of the email and I need to move it to the bottom. I have looked at NTE:NTS:Email_200_SystemNT and I disabled the Web URL check box and attempted to add in $HOMEURL$. However it returns a blank entry in the e-mail (Defaul web and e-mail paths are set properly). Where does this URL get inserted into the e-mail? Can it be moved? Or do I have to insert a hard coded URL path into the SYS:Notification Messages form? Thanks in advance, Andre _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Question on Remedy Performance
Also, Check you indexes on things like AR System Message Catalog, and the Help desk form. Our otb Help Desk form had 16 indexes on it (17 if you count entry id). That will cause slowness on a save. Danny, We have been having performance problems as well (same versions too) Usually it has to do with someone running a bad query and locking the table. Or fields not getting set, and then a table using an external table qualification with an empty field (translates it into 1 = 1) Any documentation you have I would be very interested in. Thanks, Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Danny Kellett Sent: Wednesday, May 12, 2010 9:58 AM To: arslist@ARSLIST.ORG Subject: Re: Question on Remedy Performance ** The AR system is very latency bound. E.g. if your end users have a latency above 40ms, then you will start to notice a performance hit. Also, ITSM applications at that version was not built for performance but functionality. I have done some work on this and I am happy to share some documents with you off list. Some of the obvious things that were done include removing the option on Refresh on entry change on the tables within the incident form. For example if I remember there were approx 5 tables, so when you open / select an incident, all those refreshed when in reality, you won't want to see the financial information every time etc. Send me an email and I will dig out the docs for you. dkellett (at) javasystemsolutions.com Kind regards Danny Kellett SSO for ARS http://www.javasystemsolutions.com/jss/ssoplugin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jim Coryat (jcoryat) Sent: 12 May 2010 15:35 To: arslist@ARSLIST.ORG Subject: Question on Remedy Performance ** We are running ARS 7.1 patch 006 with ITSM 7.0.03 patch 007. The applications for the most part have been out of the box implementations, we have made some customizations but they have been minor in scope. Our application servers are dual 3.0ghz Xeon boxes with 8gb of memory running windows 2003 Enterprise. The database is Oracle 11 on a Sun V440 4 CPU 32gb memory dedicated box. Both the application server and database are on gigabit network connections. This has been bugging me for a while and I can't seem to figure out why the application server and database for the most part sit there at an idle, yet we have lackluster performance of the remedy system in regards to the customer experience on the desktop and web client. The performance is not terrible, however due to the under utilization of the hardware I would expect better response than what we are seeing. What I'm looking for is some pointers or documentation someone might know about that would help to identify anything that would be causing this behavior. I have read the scalability white papers published by BMC, which closely mirrors our configuration and this has been of little value. Jim Coryat Micron Technology Inc. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Friday Humour
I forwarded the email below to my wife. She replied you'd be lucky if you were able to limp. So I replied Why, will my legs be so tired from doing all your work for you? And that's when the fight started . . . From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Bing Sent: Friday, March 26, 2010 11:00 AM To: arslist@ARSLIST.ORG Subject: Re: Friday Humour ** In an attempt to improve the quality of our Friday humor . . . I asked my wife, 'Where do you want to go for our anniversary?' It warmed my heart to see her face melt in sweet appreciation. 'Somewhere I haven't been in a long time!' she said. So I suggested, 'How about the kitchen?' And that's when the fight started . . . _ My wife sat down on the couch next to me as I was flipping the channels. She asked, 'What's on TV?' I said, 'Dust.' And that's when the fight started . . . _ My wife was hinting about what she wanted for our upcoming anniversary. She said, 'I want something shiny that goes from 0 to 200 in about 3 seconds.' So I bought her a scale. And that's when the fight started . . . _ When our lawn mower broke and wouldn't run, my wife kept hinting to me that I should get it fixed.. But, somehow I always had something else to take care of first, the truck, the car, playing golf, Always something more important to me. Finally she thought of a clever way to make her point. When I arrived home one day, I found her seated in the tall grass, busily snipping away with a tiny pair of sewing scissors. I watched silently for a short time and then went into the house, than came out and handed her a toothbrush. 'When you finish cutting the grass, you might as well sweep the driveway.' The doctors say I will walk again, but I will always have a limp. -- Bing From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nair, Rajesh IN BOM SISL Sent: Friday, March 26, 2010 2:06 AM To: arslist@ARSLIST.ORG Subject: Re: Friday Humour ** One more.. thought of sharing Lorraine is out for the evening, and on entering a bar says to the barman, A glass of your finest Less, please. Less? Never heard of it. C'mon, sure you have. No, really, we don't stock it. What is it? Some kind of foreign beer? I'm not sure. It was my doctor who mentioned it. He said I should drink less. Regards Rajesh _ From:Nair, Rajesh IN BOM SISL Sent: Friday, March 26, 2010 2:32 PM To: 'arslist@ARSLIST.ORG' Subject:Friday Humour Two life-long friends were enjoying a few pints down at the local bar, when one said to the other: If I ask you a question, will you promise to answer me honestly? Yeah, sure thing, replied his friend, fire away. Well, said the first guy, why do you think all the guys around here find my wife so attractive? It's probably because of her speech impediment, replied the second guy. What do you mean her speech impediment? inquired the first fellow. My wife doesn't have a speech impediment! Well, replied his friend, you must be the only guy who hasn't noticed that she can't say, 'NO! have a nice weekend group. Regards Rajesh Important notice: This e-mail and any attachment there to contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SLM 7 excluded time question
SLM:RuleEventTime may have what you are looking for, but you could also a take a look at SLM:EventSchedule (that's the guy that kicks it all off), or possibly SLM:MilestoneLogging or SLM:MeasurementCriteria SLM:SystemMetrics may have what you want too but I doubt it. Not sure exactly what you are going after here, so I'm kind of guessing. HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Daniel Bloom Sent: Friday, March 26, 2010 1:56 PM To: arslist@ARSLIST.ORG Subject: SLM 7 excluded time question ** ARsystem 7.1 ITSM7 SLM 7 I have service targets defined with a Measurement that excludes specific states and Pending state reasons. fine for it to work out when it has really exceeded the available business time. However, I need to find out how much time it excluded for use elsewhere. Anyone know where that information is stored so I can get to it? I expected it to be in SLM:Measurement but it doesn't appear to be. [There is a workaround: Write my own set of filters and have a form that stores the on-going total for each Incident or Task. I was hoping to avoid that and it will only give me data going forward]. thanks Daniel _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM 7 ADDing Notification Event
Patrick, The way that system works is the following (this is from incident, as SLM does NOT feed through the NTE Notification engine unless you configure the push fields to do that). Incident ticket is created. Notification is supposed to go out (filters fire). It pushes a value (Notification Tag) down to the NTE:SYS-NT Process Control form. It will sit in the Process control form until the escalation comes along and updates the z1D Action field. The Process Control from then picks up the information for that tag from the form: SYS:Notification Messages This is the message that has the information and you need to have the notification event there as well. Then the NTE:SYS-NT Process control from will push the notification onto the Group NT Control form or the Individual Control form depending on the type of notification. Those forms will then look at a Person's Notification Preferences, which are defined for each person in the NTE:CFG-Notification Events (System Default are there for everyone, where as User defined are for a specific person, and those over ride the System Default ones). HTH. Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Patrick St-Pierre Sent: Monday, September 28, 2009 12:59 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 ADDing Notification Event ** Hi do you know how to add a Notification event in ITSM 7 ? i have added my chice in this forms : for this field : Notification Event 100751 NTE:SYS-Define NT Events (create an entry in that one in the user tools after) NTE:Notifier Log NTE:SYS-Group NT Control NTE:SYS-Individual NT Control NTE:CFG-Notification Events (create an entry in that one in the user tools after) NTE:SYS-NT Process Control do you think i missed something 6 because it is not working thanks _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Walking a Table
** Here's what you want to do: 1) Create an Active link that sets the Column from the table field (Purchase Number) into the other field that you want (Field A) via a Set fields action: 2) Create an Active Link Guide 3) Add the Active link from Step 1 into the Active Link guide. 4) Create another Active Link that Calls the guide, and in that Action at the bottom you'll see: Table Loop. Check it and then select the Table that has the column Just below that you'll see a selection for Table Loop Selected Rows Only. That should work. It is technically possible as we are using it all over the place. I think you're problem is that you have the Set Fields in the same active link that calls the guide. It should be two separate Active Links. 1 Active Link to call the guide, the other active link in the guide to set the field. HTH Matt P. ** Hi All, I have been working on this code a long time now... and from reading the technical guide, Remedy can walk a table using AL Guides. My objective: I have a table. Based upon the rows that the user selects, I want to push the row values into a field. My understanding is that I can do this by creating workflow that walks a table. I looked at the Technical Guide and some of it is confusing to me. Am I supposed to build separate active links for each one of these steps? Walk Table Field Call Guide Walk Table Field End Row Walk Table Field Exit Guide Walk Table Field Find Next Row Walk Table Field Modify Row Walk Table Field Set Current Row Walk Table Field Verify Row Scenario: I have two entries in Table New Purchase Number PO4453. PO4523 When the user selects the two entries within the Table New - I want to push both of the numbers into Field A. I built an Active Link that triggers workflow when a button is pressed - the AL calls an AL Guide, that performs a table loop, on TABLE New, and I have 'Table Loop Selected Rows Only' field checked. Then this same active link sets Field A with the value of the row selected within the Table New. The problem is that the Field A is being set with ONLY the value from the first entry selected in the table. It does no read the second item the user selected. I read about '!, and '$ characters. I will try this next, but I want to make sure this is technically possible. I read in the technical guide, that work flow can be triggered after the user selects a row within the table. The user can select multiple rows correct? The AL guide has a checkbox for it - not sure why it is not working. Can someone tell me, what step am I missing? Someone mentioned setting a label, and then a go to label action. I tried this and nothing happened. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Skip SRM console or pass vital info
Anthony, We are working on the same thing here. The way to do it is to use an advanced interface form with Back end Mapping. Then you can have the URL pass the parameters to the form/fields as you need with the F1001=ValueF123456=value2 Where in F1001, the 1001 is the field Id. And when the Form is opened, it will set the Request ID, and on submission, it will create the SRM:Request record stub. HTH, Matt P From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Anthony K R Sent: Monday, May 18, 2009 11:06 PM To: arslist@ARSLIST.ORG Subject: Skip SRM console or pass vital info ** Hi, (Sending behalf of my colleague) I am trying to integrate SRM to a knowledge site in such as way that users will review information there to narrow down their issue (incident or request) and then receive a link to take them DIRECTLY into a request form specific to their needs, with parameters passed to fill in relevant fields. One can create a URL that has a Remedy form specified and after the user logs in they are taken directly to the form. Testing this, however, vital information isn't filled in for a request because it wasn't navigated through the SRM console. What mechanisms exist in SRM or what techniques can be used to link directly to a request form from external source (to avoid SRM console navigation), and pass additional parameters to fill fields? Platform: --- ARS 7.5p1 SRM2.2.3 Win2k3 Regards, Anthony _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Remedy, ITSM and SRM Notifications, major spammage
Jim, We had the exact same problem, with the SRM notifications going to people. We disabled the filters on the SRM:WorkInfo form SRM:SWI:OnCreateFromApp_NotifyEndUser_550 SRM:SWI:OnCreateFromApp_NotifyEndUser_551 SRM:SWI:OnCreateFromApp_NotifyEndUser_552 Unfortunately due to another design flaw with this application, it does not use the NTE sub system. It does however, pull the message from SYS:Notifcation Messages, but in the filter, the first set fields action pulls the corresponding notification from SYS:Notification, but it doesn't look at the status of the SYS:Notifcation Message record. The only thing you can really do, is turn off those filters. HTH, Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A. Sent: Friday, April 24, 2009 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy, ITSM and SRM Notifications, major spammage ** NTE:CFG-Notification Events controls Notifications that are sent to Support staff users. You wouldnt have entries in here for customer (or requester) notifications. The only other place you could turn those particular notifications off I think would be by disabling the appropriate Notification Message from the SYS:NotificationMessages form or you might have to disable the filters that fire the notification event and send the note to the customers. The filter that fires the Notification event should be listed in the Description (most likely) for the particular record in SYS:NotificationMessages. Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jim Coryat Sent: Friday, April 24, 2009 12:44 PM To: arslist@ARSLIST.ORG Subject: Remedy, ITSM and SRM Notifications, major spammage ** We have recently implemented the ITSM applications as well as the Service Request Management module. What we are seeing is a number of email notifications that are sent to customers, some are completely unnecessary. In going into the NTE:CFG-Notification Events and try and turn some of the notifications off, they still show up. Does anyone have any experience in this area and could spare a few pointers in cleaning this up? Right now the users are starting to blindly delete the BMC Remedy notifications since they are getting spammed with these continuously. Thank you for any advice you can provide. Jim Coryat _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Please consider the environment before printing this e-mail. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SQL to get counts on distinct values
Danny, not sure If you are asking for the SQL to pull distinct values from a character field (i.e. people can put in whatever value they want) Or if you are looking for values in a Selection field (i.e. in the admin tool, open the field up, look on the database tab, and the Data Type: says Selection If you are looking for those values you can run the following query to get them: Select ev.enumid, ev.value from field_enum_values ev Inner join Field f ON ev.fieldid = f.fieldid Inner Join arschema s ON s.schemaid = f.schemaid Where s.name = 'FORM_NAME' AND f.fieldname = 'DATABASE_FIELD_NAME' That should give you a list of values from an enumerated/selection field. HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Monday, February 02, 2009 8:17 AM To: arslist@ARSLIST.ORG Subject: Re: SQL to get counts on distinct values ** Danny, Select distinct count(Selection_field) from Table; Joe From: Danny Kellett danny.kell...@strategicworkflow.com To: arslist@ARSLIST.ORG Sent: Monday, February 2, 2009 9:08:08 AM Subject: SQL to get counts on distinct values ** Hi All, Anyone have the sql that would give me a count of every distinct value in a selection field? Many thanks Danny __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Opening a record through a Mid-Tier URL
Just to give you guys a heads up, there is a problem with view form Servlet (at least in the version we are using: 7.1 Patch 5). BMC does have defect on this: SW00304242 It is supposedly fixed in 7.1 Patch 6. The work around for this is to use the following URL: http://Mid-Tier Server Name/arsys/forms/AR Server Name/Form/view/? F1=Request IDF2=value 2server=AR Serverusername=User Namepwd=Passwordmode=Query And you would replace the xxx with the appropriate values: http://midtier.providence.org/arsys/forms/arsprod/IS Survey/Dialog/?F1=301server=arsprodusername=SurveyEntrypwd=survey HTH, Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Remedy Maniac Sent: Thursday, January 29, 2009 4:04 AM To: arslist@ARSLIST.ORG Subject: Re: Opening a record through a Mid-Tier URL ** what I've done is pretty similar to this. I created a additional view that I access this way http://midtier.providence.org/arsys/servlet/ViewFormServlet?form=IS+Surveyserver=arsprodusername=SurveyEntrypwd=surveyview=DialogF1=$Request ID$ http://midtier.providence.org/arsys/servlet/ViewFormServlet?form=IS+Surveyview=Dialogserver=arsprodusername=SurveyEntrypwd=surveyeid=301 I believe this F1 is documented in the Advanced Developper Guide Notice, you could do the checks for the username and the pwd in the background too. It's probably safer Hope that helps Serouche Smith, Ron [TBC] wrote: ** Hi all, I hope someone can help me with this. I have a form that I have setup and I am attempting to use a Mid-Tier URL for people to click on. It uses a Generic User name and Password in the URL. What I need is to fire workflow to Open the Window up without the Results List, similar to a Display type window. It doesn't seem to recognize Entry ID even though I specified the Entry ID in the URL. Has anyone done something similar? Here is my URL that I am using: http://midtier.providence.org/arsys/servlet/ViewFormServlet?form=IS+Surveyview=Dialogserver=arsprodusername=SurveyEntrypwd=surveyeid=301 ARServer 6.3 patch 21 MidTier 6.3 patch 21 Any help with this would be greatly appreciated. Thanks, Ron Smith Remedy/Web Developer Providence Health Services OR ron.sm...@providence.orgmailto:ron.sm...@providence.org 503-216-7866 DISCLAIMER: This message is intended for the sole use of the addressee, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the addressee you are hereby notified that you may not use, copy, disclose, or distribute to anyone the message or any information contained in the message. If you have received this message in error, please immediately advise the sender by reply email and delete this message.__Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Can't submit issue through BMC's web site?
All, I'm trying to submit an issue through the BMC web site. I keep getting the error: RPC call Failed: RPC: Server can't decode arguments (ARERR 91) Is the submit issue web site down? Thanks, Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
2 Issues with SLM-FYI
All, I've just come across 2 issues with SLM 7.1 Patch 1 One is supposedly fixed in 7.5 Issue 1: If you open an SLM Template from the Configure Templates form, and click the little dialog x close button in the upper right hand corner, and then try to re-open the same template you will get a unique index violation error. This is a known defect: SW00292610 And is supposedly fixed in version 7.5 It doesn't seem to occur if you use the Save and Cancel buttons in the bottom left. Issue 2: We recently imported a bunch of Service Targets into our server. They were all in a status of Could not be built. When I looked at them, it looked like they were missing some actions and the milestones had errors when I tried to view them as well. So I rebuilt the Templates by hand (as those errored out when I tried to view them as well). I then deleted all the old Service Targets, and attempted to re-import them from the same files. Well none of them came in. I started looking at the log files and found all sorts of unique index violation errors. It appears that when you delete an Service Target, it leaves a bunch of old association records out there and doesn't clean them up. Here's the list of forms that I found have old association records that weren't cleaned up: SLM:Association SLM:Rule Definition SLM:ServiceTarget SLM:Milestones SLM:RuleAction SLM:RuleAction% (i.e. SLM:RuleActionSetValueItem) You would think that when you delete a Service Target it would clean up all the records that are associated to the Service Target. Isn't that kind of a basic thing? Either way, it's real easy to duplicate (just be sure you have a Database Backup before you do it) Import some service targets, delete the records, then try and import them again. ITSM 7.1 Patch 9 SLM 7.1 Patch 1 Windows Server 2003 MSSQL 2005 Thanks Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM 7 Work Info
Another reason would be for performance. When you bring up an incident, it will pull back all the data in the diary field (which includes an extra query to the B table). By moving it off to a table field it's searchable, better for performance, and it is also a little easier to see how many entries there are If you want to make it searchable, you can always modify the table field to use an EXTERNAL qualification, then have the person pick certain values in different fields, build the qualification into som temp field :TmpQual, And then use that temp field in the External Qualification on the table field. EXTERNAL($TmpQual$) HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ron Legters Sent: Friday, January 23, 2009 12:27 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Work Info ** Shawn - The Work Info is searchable, just not directly from Incident form. In the left nav bar, under 'Advanced Functions', there's a link - 'Advanced Search'. One of the options here is 'Search Incidents by Work Info'. Thanks, Ron Legters Tools Administrator Production and Quality Control Univar USA Inc. www.univarusa.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, January 23, 2009 9:34 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 Work Info ** Good morning, I'm curious if anyone else out there has a good explanation for why BMC went from using a Diary field to a separate table for the work log on the ITSM applications. Management here has told the users to fill it out more, and now that they've been doing it, they are upset that the Work Info area is unsearchable. Has anyone found a good way to do this, other than creating a join form for them to perform searches on, or is there some other way? I see why BMC did this from the coolness factor of being able to specify the Work Info Type, Source, etc. but if it's not searchable, it's pretty useless. Thanks, Shawn Pierson Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SLM Business times based on Priority
Sahfqat What we did to handle this was setup different Service Targets with the different priorities (one Service Target for Critical and High, One Service Target for Medium/Low). Then attached the different Time Segments to the different Service targets. The thing with Time Segments is they apply to the WHOLE Service Target (you picked the Time Segment on Step 2 correct?), not just certain milestones in the service target. Thanks, Matthew Perrault SIM Team Remedy Developer 763-764-2423 Click to contact the Service Desk or Make a Computer Related Requesthttp://infosys.genmills.com/Remedy/customerPortal.asp From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz Sent: Tuesday, December 09, 2008 12:47 PM To: arslist@ARSLIST.ORG Subject: SLM Business times based on Priority ** Hi All We have two times for the SLA's, for Critical and High it is a 24 hour clock and for Medium and Low it is 8 - 5 Monday to Friday. Although I have defined these segments, but the Medium and Low are still picking up the 24 hour segment. Any ideas how to make this work? thanks for your help shafqat __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLM Business times based on Priority
Sahfqat What we did to handle this was setup different Service Targets with the different priorities (one Service Target for Critical and High, One Service Target for Medium/Low). Then attached the different Time Segments to the different Service targets. The thing with Time Segments is they apply to the WHOLE Service Target (you picked the Time Segment on Step 2 correct?), not just certain milestones in the service target. HTH, Matt P. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz Sent: Tuesday, December 09, 2008 12:47 PM To: arslist@ARSLIST.ORG Subject: SLM Business times based on Priority ** Hi All We have two times for the SLA's, for Critical and High it is a 24 hour clock and for Medium and Low it is 8 - 5 Monday to Friday. Although I have defined these segments, but the Medium and Low are still picking up the 24 hour segment. Any ideas how to make this work? thanks for your help shafqat __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Menu match stopped working after bouncing service
Rick, Nyall, We had and still have that issue on our Development and Test environments. We are running ITSM 7 which uses a lot of memory. I wonder if what Nyall wrote below is why we see it? It will be fine for a couple of weeks and then suddenly every form that has that (foundation has it everywhere) $MENU$ pattern matching will fail. We end up rebooting the server. There was/is a defect reported on this: ISS03247553 SW00284075 But BMC closed it because they said they couldn't reproduce it. Thanks, Matthew Perrault SIM Team Remedy Developer 763-764-2423 Click to contact the Service Desk or Make a Computer Related Requesthttp://infosys.genmills.com/Remedy/customerPortal.asp From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nyall McCavitt Sent: Wednesday, December 03, 2008 12:05 AM To: arslist@ARSLIST.ORG Subject: Re: Menu match stopped working after bouncing service ** Hi, I had this issue with ARS V7.1. There were 2 workarounds that I found for this but these only partially succeeded. The first was to disable the $MENU$ pattern matching on the field concerned. Save the modification then re-apply $MENU$ pattern matching. This obviously only works for small numbers of fields and the problem reappeared after a certain time period. The second option is to stop and restart the Remedy service. Not always practical in a production environment. The final solution was to patch our ARS V7.1 server to patch 5. This resolved the problem which was to due to how the ARS Server was interacting with Oracle. Once a certain memory threshold had been reached then the problem would appear. I think that you should contact Remedy Support and see what patch level for ARS V7.0.1 does not have this issue. Hope that this helps. Nyall Rick Westbrock wrote: ** Yesterday I was having some odd performance issues with my Mid-tier users and eventually my Admin tool kept locking up whenever I tried to open any form on my production server (7.0.1 p6 on Windows). I ended up bouncing the service and then for some reason all of my character fields that had the $MENU$ pattern match set refused to actually match anything. I had one user call me about a field on one particular form so I removed the pattern match and changed the field from Edit to Drop-Down (now that all the clients have been upgraded to version 7). Then a few hours later a different user reported the same problem on a field in a different form. By early this morning I had 3-4 other fields reported with the same problem. The pattern match on all of these fields worked fine before, does anybody have any idea why the $MENU$ pattern match would suddenly fail globally across multiple fields on multiple forms? I ended up exporting a full definition file and doing a search for the string pattern: $-107$ which let me find all the remaining fields with the menu pattern match so that I could proactively fix those before getting user complaints. -Rick _ Rick Westbrock PETCO Telecom Engineer [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
SLM Service Target for Follow the Sun
All, First, let me just be honest and say I have done no/little research on the question I'm about to ask (sorry Axton) I figured I would get the question out there and started so I can do my own research while you guys may come up with something. Here's what we are trying to accomplish: We have ITSM 7 We need to set up a Service Target for a Group that does the Follow-The-Sun methodology. i.e. if the current time is between 7 am and 3 pm send the notifications to one group of people, if the time is between 3 pm and 11 pm send the notifications to a different group of people If the time is between 11pm and 7 am send the notifications to a third set of people. I need to set this up for 1 support group. So it's one Service target, I'm thinking it's going to be multiple milestones with the different Times in the Execute If condition: So it probably will use the $TIME$ keyword? i.e. Milestone 1 would have ($TIME$ 25200) and ($TIME$ 54000) AND Then have the Actions for that milestone defined to do the multiple notifications? ARS 7.1 Patch 4 ITSM 7 Patch 8 Any suggestions/ideas would be welome Thanks Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: CTM:People Permission Group synchronization with 'Group List'
Alan/Jonathan, Alan is exactly correct. When you create the People record you should push to the people permission group record and the z1D Action field should get a value of START pushed to it along with the other values that are needed. See filter: CTM:PPL:SetUnrestrictedAccess_600_PPPG as an example The way it works is that filter fires: and pushes to the CTM:People Permission Groups form This will in turn cause the filters: CTM:PPG:UpdateGroupList_190_Add1 to CTM:PPG:UpdateGroupList_200_Add5 to execute. These filters in turn push to the USER record. There is also a push to SYS:Action form in this process as well. See filter: CTM:PPL:UpdateGroupList_550_PACT That filter pushes to SYS:Action a value of Action = PPLUPDATEGROUPLIST And Request ID01 = $Person ID$ This will create a record in the SYS:Action form. What happens from here is a delete is issued against that record. Most of the filters in this form fire on delete. There are some filters that fire on delete that build some back end associations such as people work logs, asset etc. HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Alan West Sent: Thursday, November 20, 2008 2:53 PM To: arslist@ARSLIST.ORG Subject: Re: CTM:People Permission Group synchronization with 'Group List' ** I have seen something similar before I think you will need to populate the z1D_Action field with START (Might be that not, not sure though as I am not on site) this then pushes fires the workflow that populates the User form. I think this might do it. Kind Regards Alan D West -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jones, Jonathan Clark Sent: Thursday, November 20, 2008 2:43 PM To: arslist@ARSLIST.ORG Subject: CTM:People Permission Group synchronization with 'Group List' ARS 7.1.0 patch 5 ITSM 7.00.03 patch008 Windows Oracle - Remote DB I'm building a people management integration to ITSM 7. I don't want to touch any of the OOTB workflow if I can help it. I have a staging form where the external HR system deposits people data. On create/modify in the staging table, a series of filters fire that preps the person record and pushes it to CTM:People. I want give the people some default application permissions so I'm also pushing records to 'CTM:People Permission Group' to give them a minimal level of application permission (Incident Submitter, Infrastructure Change Submitter, tenant company, etc.) All that works fine. However, the 'Group List' value on the related User record is only getting the tenant group # and 'General Access'. If I manually create a CTM:People record and add the permissions and tenants one at a time, they all show in the 'Group List' on the 'User' record. I'm 99% sure that this issue occurs because of filter phasing in the OOTB workflow. So now my question...does anyone out there know of a way to re-push a series of 'CTM:People Permission Group' to the User record's 'Group List'? A sort of refresh permissions command or something? Or do you have any other suggestions on how I might synchronize the two entities? Thanks, Jonathan Jones Southern Company Services 205-257-4799 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLM start when advise
Anne, I think you may be crossing things here. You want the service target attached to the ticket based on some different criteria (Priority, Support Group, for example). When you start talking time you might want to look at the Mile Stones and defining them from a stand point of time. It sounds like you are trying what we did and, that's how we did it. We defined the Service Target to get attached to the Incident based on who the Support Group was as well as Priority (this was done in step 1 via the define terms and conditions) Step 2 we set the total time for the Service target to be 8 hours. Then we defined the Service Target Start Criteria (step 3 of 4) to fire based on Ticket Status New and Assigned Group ! = NULL Stop Criteria was Status resolved Step 4, is where you define the milestones, and we used Execute When* set to Hours Minutes from Start and it that we specified 30 minutes. HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne Sent: Friday, November 21, 2008 12:24 PM To: arslist@ARSLIST.ORG Subject: SLM start when advise ** I need to start a service target based on time: ex. 30 minutes after a ticket was created. I can't seem to make this happen. It only goes from attached to In Progess if the ticket is modified. Help? Current criteria: ($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND 'Status' Resolved 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. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLM start when advise
Anne,
Actually that would be 1 Service Target with multiple Milestones.
As you can define a Milestone to start after a certain period of time and have
it repeat.
How about something like:
1 Service target
first Mile Stone that fires 1 minute after Start
Repeats 10 times every 3 minutes
Execute IF* condition =
'Last Modified Date' ($\TIMESTAMP$ - (60 * 30))
Then add the action to this milestone
2nd Mile Stone Fires 30 Minutes after start
Repeats 10 times every 3 mintues
Execute IF* condition =
'Last Modified Date' ($\TIMESTAMP$ - (60 * 30))
Then add a different Action to this milestone (say the first one notified the
group, then this one would notify the manager)
3rd Mile Stone Fires 1 hour after start
Repeats 10 times every 3 mintues
Execute IF* condition =
'Last Modified Date' ($\TIMESTAMP$ - (60 * 30))
And so on
Until you have all that you want listed.
Just as a note you can only have a milestone repeat 20 times
HTH,
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Actually that's not what we are trying to do. What management wants to do is
make sure that a ticket is updated every 30 minutes. They want to have a
missed or met result of every 30 minute interval available. I don't think I
can do that with milestomes. So I need to start one target immediately, and it
runs for 30 minutes and is met if the last modified date changes. The next
service target shouldn't start until the first 30 minutes is up, but should
stop if the last modified date changes any time in that next 30 minute
interval. Perhaps:
Start when: 'Status' = New
and
stop when:
'Status' = Resolved OR (($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND
('Last Modified Date' ( 'Submit Date' + (30*60) )))
Would do what I need...I'll give it a try.
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.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Matthew Perrault
Sent: Friday, November 21, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Anne,
I think you may be crossing things here.
You want the service target attached to the ticket based on some different
criteria (Priority, Support Group, for example).
When you start talking time you might want to look at the Mile Stones and
defining them from a stand point of time.
It sounds like you are trying what we did and, that's how we did it.
We defined the Service Target to get attached to the Incident based on who the
Support Group was as well as Priority (this was done in step 1 via the define
terms and conditions)
Step 2 we set the total time for the Service target to be 8 hours.
Then we defined the Service Target Start Criteria (step 3 of 4) to fire based
on Ticket Status New and Assigned Group ! = NULL
Stop Criteria was Status resolved
Step 4, is where you define the milestones, and we used Execute When* set to
Hours Minutes from Start and it that we specified 30 minutes.
HTH
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 12:24 PM
To: arslist@ARSLIST.ORG
Subject: SLM start when advise
**
I need to start a service target based on time: ex. 30 minutes after a ticket
was created. I can't seem to make this happen. It only goes from attached to
In Progess if the ticket is modified. Help?
Current criteria:
($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND 'Status' Resolved
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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Re: SLM start when advise
ugg,
Ya that sounds like a report requirement.
I thought there was a way to review met/missed milestones though...
Strauss, you know of how/where to do that?
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
He actually wants a missed or met result in SLM for each time interval. The
only way I know how to do that is with separate targets. The only way to gain
that with milestones that I know of would have a separate form that stored
missed or met that the milestone pushed data to, but they he couldn't get a
compliance and other SLM measurements from it.
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.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of strauss
Sent: Friday, November 21, 2008 2:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
You should be able to set the milestone to repeat (and fire an action) every 30
minutes as long as the Execute If condition continues to be met.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Actually that's not what we are trying to do. What management wants to do is
make sure that a ticket is updated every 30 minutes. They want to have a
missed or met result of every 30 minute interval available. I don't think I
can do that with milestomes. So I need to start one target immediately, and it
runs for 30 minutes and is met if the last modified date changes. The next
service target shouldn't start until the first 30 minutes is up, but should
stop if the last modified date changes any time in that next 30 minute
interval. Perhaps:
Start when: 'Status' = New
and
stop when:
'Status' = Resolved OR (($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND
('Last Modified Date' ( 'Submit Date' + (30*60) )))
Would do what I need...I'll give it a try.
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.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Matthew Perrault
Sent: Friday, November 21, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Anne,
I think you may be crossing things here.
You want the service target attached to the ticket based on some different
criteria (Priority, Support Group, for example).
When you start talking time you might want to look at the Mile Stones and
defining them from a stand point of time.
It sounds like you are trying what we did and, that's how we did it.
We defined the Service Target to get attached to the Incident based on who the
Support Group was as well as Priority (this was done in step 1 via the define
terms and conditions)
Step 2 we set the total time for the Service target to be 8 hours.
Then we defined the Service Target Start Criteria (step 3 of 4) to fire based
on Ticket Status New and Assigned Group ! = NULL
Stop Criteria was Status resolved
Step 4, is where you define the milestones, and we used Execute When* set to
Hours Minutes from Start and it that we specified 30 minutes.
HTH
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 12:24 PM
To: arslist@ARSLIST.ORG
Subject: SLM start when advise
**
I need to start a service target based on time: ex. 30 minutes after a ticket
was created. I can't seem to make this happen. It only goes from attached to
In Progess if the ticket is modified. Help?
Current criteria:
($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND 'Status' Resolved
Anne Ramey
***
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Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.
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Re: SLM start when advise
Sorry Anne,
I was writing what is below and sent it before I saw your other email:
Ya that sounds like a report requirement.
I thought there was a way to review met/missed milestones though...
Strauss, you know of how/where to do that?
Matt P.
--
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
He actually wants a missed or met result in SLM for each time interval. The
only way I know how to do that is with separate targets. The only way to gain
that with milestones that I know of would have a separate form that stored
missed or met that the milestone pushed data to, but they he couldn't get a
compliance and other SLM measurements from it.
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.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
How does this give you a missed or met result any where in the SLM module that
you can then report off of?
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.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Matthew Perrault
Sent: Friday, November 21, 2008 2:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Anne,
Actually that would be 1 Service Target with multiple Milestones.
As you can define a Milestone to start after a certain period of time and have
it repeat.
How about something like:
1 Service target
first Mile Stone that fires 1 minute after Start
Repeats 10 times every 3 minutes
Execute IF* condition =
'Last Modified Date' ($\TIMESTAMP$ - (60 * 30))
Then add the action to this milestone
2nd Mile Stone Fires 30 Minutes after start
Repeats 10 times every 3 mintues
Execute IF* condition =
'Last Modified Date' ($\TIMESTAMP$ - (60 * 30))
Then add a different Action to this milestone (say the first one notified the
group, then this one would notify the manager)
3rd Mile Stone Fires 1 hour after start
Repeats 10 times every 3 mintues
Execute IF* condition =
'Last Modified Date' ($\TIMESTAMP$ - (60 * 30))
And so on
Until you have all that you want listed.
Just as a note you can only have a milestone repeat 20 times
HTH,
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Actually that's not what we are trying to do. What management wants to do is
make sure that a ticket is updated every 30 minutes. They want to have a
missed or met result of every 30 minute interval available. I don't think I
can do that with milestomes. So I need to start one target immediately, and it
runs for 30 minutes and is met if the last modified date changes. The next
service target shouldn't start until the first 30 minutes is up, but should
stop if the last modified date changes any time in that next 30 minute
interval. Perhaps:
Start when: 'Status' = New
and
stop when:
'Status' = Resolved OR (($\TIMESTAMP$ ( 'Submit Date' + (30*60))) AND
('Last Modified Date' ( 'Submit Date' + (30*60) )))
Would do what I need...I'll give it a try.
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.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Matthew Perrault
Sent: Friday, November 21, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Anne,
I think you may be crossing things here.
You want the service target attached to the ticket based on some different
criteria (Priority, Support Group, for example).
When you start talking time you might want to look at the Mile Stones and
defining them from a stand point of time.
It sounds like you are trying what we did and, that's how we did it.
We defined the Service Target to get attached to the Incident based on who the
Support Group was as well as Priority (this was done in step 1 via the define
terms and conditions)
Step 2 we set the total time for the Service target to be 8 hours.
Then we defined the Service Target Start Criteria (step 3 of 4) to fire based
on Ticket Status New and Assigned Group ! = NULL
Stop Criteria
Re: Command line usage of aradmin.exe to export 'specific' filters...
Joe, I know it can be done. I've done it here and seen it done other places. I think you have to go to the directory that the AR Server is installed on and there should be a .exe there that you have to run from a command prompt (but I'm not 100% on that statement above) Exact parameters...don't remember... It's been awhile since I've done this (2 years) You could always write an API program to do it though too. I do know that the API commands to export code can be found in the API reference guide. Sorry Joe I can't be more help on how to do it, I can just tell you that I know it can be done. HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Thursday, November 20, 2008 9:34 AM To: arslist@ARSLIST.ORG Subject: Command line usage of aradmin.exe to export 'specific' filters... ** Hello listers, I would like to know if anyone has used the aradmin.exe to export from the command line a list of filters that I have queried for and save the definition file in an XML format. The aim of my operation is to edit this def file for all filters that contain set fields actions from a SQL Command. Its not very easy to do it if I save the filters in a .def definition file format as I will then need to consider the altered length of the SQL Command and they are over 600 filters so that would be a pain. An XML file is free of that format as we do not need to consider length of the statement. I have already designed an sql query that pulls the right set of filters that I need to alter ignoring filters that contain queries to the meta tables and filters that contain $fieldid$ in its statements, so all I need to know is if it is possible to use aradmin.exe from the command line to export this set of filters to an XML definition file. Joe __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Query about SLM module for ITSM 7
Gavin, We're in the process of moving from ITSP 3 to ITSM 7 as well. It was my responsibility to convert our 150 OLAs to Service Targets in ITSM 7. First, I would really recommend the BMC SLM Web Based Training courses that are offered from their website, both the Basic and advanced. Second, the thing to remember is that when you build a milestone you are actually building a filter on the help desk form. So yes you can do that. You can do it 1 of 2 ways. 1) Create a template for it under the Custom Configuration 2) When you specify the Milestone (when it is to occur) a. When you pick the Action it would be a Custom--Set Fields b. Then specify the field and the value. HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Coleman, Gavin Sent: Friday, November 14, 2008 9:35 AM To: arslist@ARSLIST.ORG Subject: Query about SLM module for ITSM 7 ** Hello Listers. We are in the process of moving from ITSP 4 to ITSM 7 and are currently in the gap analysis phase. In ITSP, we can configure SLA Events to for example Auto Close Help Desk tickets. I've looked through the documentation for the SLM module (that was fun! It's nice and clear ;-)), but don't think there is anything that's similar. Could somebody who uses the SLM module confirm this. I know there is an escalation that fires on the HPD:Help Desk and closes tickets after 15 days of being Resolved, but this is across the board whereas our current SLA Events enable us to configure these per SLA. I'm really just looking for some confirmation about this! BTW - do you recommend any of the ITSM training courses? Currently, we're getting by by reading the documentation, but the SLM module is looking complicated! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Command line program to list all workflow elements
Howard, Not sure what you are trying to accomplish it or why you might need it. But if you want to get the list of code, could you just use SQL to get it? Here's the SQL calls to make to the database to get the corresponding pieces of workflow if you wanted to go that route: SCHEMAs: SELECT name, schemaid FROM arschema WHERE Fields: SELECT s.name, F.Fieldname, F.fieldid, F.datatype FROM field f INNER JOIN arschema s ON f.schemaid=s.schemaid WHERE Active Links: SELECT s.name, a.name FROM actlink a INNER JOIN actlink_mapping m ON a.actlinkid = m.actlinkid INNER JOIN arschema s ON m.schemaid = s.schemaid WHERE Filters: SELECT s.name, f.name FROM filter f INNER JOIN filter_mapping m ON f.filterid = m.filterid INNER JOIN arschema s ON m.schemaid = s.schemaid WHERE... Escalations SELECT s.name, E.name FROM escalation e INNER JOIN escal_mapping m ON e.escalationId = m.escalationId INNER JOIN arschema s ON m.schemaid = s.schemaid WHERE Menus: Select name FROM Char_menu WHERE... Active Link Guides: SELECT sc.name, ac.name FROM arcontainer ac INNER JOIN cntnr_ownr_obj co ON ac.containerID = co.containerId INNER JOIN arschema sc ON co.ownerObjId = sc.schemaId WHERE ac.containerType = 1 AND Filter Guides: SELECT sc.name, ac.name FROM arcontainer ac INNER JOIN cntnr_ownr_obj co ON ac.containerID = co.containerId INNER JOIN arschema sc ON co.ownerObjId = sc.schemaId WHERE ac.containerType = 4 AND ... Web Services: SELECT sc.name, ac.name FROM arcontainer ac INNER JOIN cntnr_ownr_obj co ON ac.containerID = co.containerId INNER JOIN arschema sc ON co.ownerObjId = sc.schemaId WHERE ac.containerType = 5 AND... HTH Matt P From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Thursday, November 13, 2008 9:06 AM To: arslist@ARSLIST.ORG Subject: Re: Command line program to list all workflow elements ** Are you possibly talking about the driver program? It's included with the API if I remember correctly, through various options it will tell you anything you want to know about any object in the system. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Thursday, November 13, 2008 7:37 AM To: arslist@ARSLIST.ORG Subject: Command line program to list all workflow elements ** Good morning All, I remember a utility back in the 4.x and 5.x days that would allow you from a command line list the forms or any other workflow elements. Does anyone know if this is still around or has been remade for 7.x and if so what is it called? As always thanks and have a nice day, hbr -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Weird file - aremaild.exe.hdmp
Claire, That's a hex dump file. It's basically a Core Dump file from windows. It's created when an application/executable crashes. HTH. Matt P. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Thursday, November 13, 2008 1:26 PM To: arslist@ARSLIST.ORG Subject: Weird file - aremaild.exe.hdmp ** I am trying to clear off files on my production server that seem to just be there. In my admin user directory there is a file called aremaild.exe.hdmp that has not been modified in over a year. It is 47MB. It is in a TMP type folder M:\Documents and Settings\rem1\Local Settings\Temp\WERe28d.dir00 Do you think it is ok to delete it? ARS 6.3 Patch 18 HD 6.0 Oracle 10 w/9 libraries Oracle lives on a remote server Windows 2003 4 gig on app server and 8 gig on DB server Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
FYI: Remedy Mid-Tier on a Server with SMS
All, Just figured this wonderful little guy out. It turns out there is a problem with SMS and Apache Tomcat running on the Default Web Site Port 80 in IIS. Here's what we were doing and the issues/fixes/etc. that we ran into. We wanted to install the Mid-Tier 7.1 on the same server where we had SMS running. We wanted to do this so we don't have to go buy our own separate server (cost reduction). Also, IIS is already installed there so why not use that. Well the box already had SMS installed on it and SMS was using the default Web Site Port 80 in IIS. When we installed Mid-Tier 7.1 Patch 5 with Apache Tomcat and Jakarta, we installed it under the same Default Web Site Port 80 in IIS. As it turns out there was a conflict with SMS and Apache Tomcat trying to use the same Port. Whenever an individual tried to access the web page it would cause an error on the server: IIS Worker Process encountered a Problem and needed to close Essentially there was a problem with ntdll.dll crashing. This in turn would cause both SMS and the Mid-Tier to stop working correctly. FIX: We created a separate website in IIS and specified a different Port # for that web site. From that point we added the Jakarta ISAPI filter to that new website, and we created the Jakarta virtual directory. After that we removed the Jakarta ISAPI filter in the Default Web Site to stop it from breaking SMS. We tested this and it all looks to be working. Mid-Tier 7.1 Patch 5 IIS 6 Apache Tomcat/Jakarta Java 1.6 Patch 3 Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: OT:smart-questions.html WAS: how can I capture LanID ?
I did not appreciate Axton's link . I found it very confusing and I was very emotionally hurt by it. *sniff* *sniff* I had to call mommy and ask her to wipe away the tears. I should be able to ask questions in any way, shape or form, and you should be able to figure it out. You should also help me when I DEMAND it! I really appreciate Gok's emails and questions. It's how I communicate with my customers! Let me tell you they REALLY appreciate it! We should be able to abuse you long-time posters/helpers/Platinum members/Gurus/etc... And you should just sit there and TAKE IT! You exist to serve us! In case you can't tell, I am being sarcastic here. I am just joking around. Yes I know, not very professional...but I just couldn't help myself I apologize in advance if I offended anyone. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bill Hoffmeier Sent: Wednesday, November 12, 2008 12:28 PM To: arslist@ARSLIST.ORG Subject: Re: OT:smart-questions.html WAS: how can I capture LanID ? ** Axton, I appreciated the link and have posted it on my bug list site. Bill Hoffmeier Lockheed Martin Date: Wed, 12 Nov 2008 10:44:33 -0500 From: [EMAIL PROTECTED] Subject: Re: OT:smart-questions.html WAS: how can I capture LanID ? To: arslist@ARSLIST.ORG All I can say is, there are lots of bright people out there willing to share, but if you want their responses, this doc is good as a general guideline. Take what you like and leave the rest. I looked at all the posts from this poster after reading the latest posts. They do not solicit responses. I can imagine there is a sense of frustration from the OP, which I am trying to help with. If the OP can move in the direction of what the article outlines, even a marginal move in that direction will help him solicit more responses. His current methods seem to entail: - starting a new thread with different bits of information for the same question - request answers from: guru's/platinum members - give a sense of urgency to his questions using terms such as: asap I understand the person is new to ARS, as stated in one of the posts, but these questions are off the cuff, not well thought out, and don't include enough information to solicit an applicable response. If the OP would include: - what has already been tried - specific details around the question - ...and other things as referenced in the linked article With this being said, I digress... this is all I have to say and all the time I am willing to spend on this. These are all the posts from this account; which do you want to answer? subject: saving file from other server Hi, I want to get a file from external browser can any one help me with work lfow please.. GM what external browser? subject: how to it...help me I am trying to create a work flow..simply like I want to select file from web and I can able to download to my c: drive how can I do it help me select a file from the web? subject: Re: how can I capture LanID ? can any one say how can i capture my lan ID please. lan id? hostname? mac address? ip address? subject: to open file using url I am trying to open a file in different server apart from development server.here i don't want to open the browser i just want to open the location of file for example if it is in g: drive it should open the g drive location can any one help me here. gm ftp? scp? smb? http request? what does the users g drive have to do with the server? subject: configuration with share point server I want to open file using link file in share point server can any one pandit's guru's .platinum members please share workflow how to do it please... gm so click the link? open it in what context? subject: I am new to ARS I need help There is a charcter field and data input is 254 which I gave and when I try to cut copy paste like more than 254 it's taking ...I in't want that .what i want is when ever any user is trying to cut copy more than 254 it should show error message ...lister ...guru's..pandits ..can you help me put here. TQ subject: simple issue for change field.help m I want to change a filed --in new as read only In search--- read /write only In modifyread only can any one help me please:-) subject: OLE is it possible to open word document using OLE mapping from external
Re: OLE Headache
Yes Ran into that issue with the 6.3 Patch 18 client when attempting to connect to outlook. We tried a lower 6.3 client and a 7.0 client and both worked. So you could try a different version of the client tool and see if that fixes it. HTH Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Monday, November 10, 2008 4:42 PM To: arslist@ARSLIST.ORG Subject: OLE Headache Has anyone gotten the following error message while trying to use OLE via an active link? Problem: Error fetching requested interface object. Details: No such interface supported. We are all Windows running MSSQL and the OLE is attempting to control Microsoft MapPoint. Thanks, Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: stripping HTML from email
Create a Form that will contain all the HTML Tags you want to remove Add a Table field onto the Form that holds the ticket/message When it's submitted, have a filter guide do a table walk over all rows in that table field In the Filter Guide have a filter use the replace function: REPLACE($FIELD_1$, $HTML_Tag_Column$, ) Where $Field_1$ is the field that holds the email message, and $HTML_Tag_Column$ is the column in the table field. HTH, Matt Perrault From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne Sent: Friday, October 31, 2008 1:16 PM To: arslist@ARSLIST.ORG Subject: stripping HTML from email ** We are looking for a good way to strip HTML code from emails that we make tickets out of. If I remove anything between a and a we can catch the wrong thing if folks use a or in their text. Ideas? 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. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Email template won’t work for Selection field
Dwayne, We just ran across the same problem and it seemed that outlook/exchange was removing a space character from the value we were passing to an enumerated field. We then sent it in plain text, and it worked for us. Also, I would try sending the following in plain text: Classification !561000366!: Mathematica Install type !563000665!:OfficeNetworked College !561000365!:Administration Remove the spaces in front of the values, and remove the comment section out of it. GL and HTH Matt Perrault -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin Sent: Thursday, October 30, 2008 8:29 AM To: arslist@ARSLIST.ORG Subject: Email template won’t work for Selection field Dear List, I have a form with a “Math Install type” Selection field, with possible values of “OfficeNetworked,” “OfficeStandAlone,” and “Home.” The field “ID Enumeration” is Linear, just in case that is a factor. We want to create entries in the form via an email template, using the code (I am including the previous and following lines just in case the problem is in one of them): Classification !561000366!: Mathematica Install type !563000665!: OfficeNetworked # Values: OfficeNetworked, OfficeStandAlone, Home College !561000365!: Administration But no matter what value I enter, the template reply comes back with: Message Number: 4944 Message Text: Invalid Enumerated Value supplied for selection field. Appended Text: 563000665: OfficeNetworked I even copied and pasted the choices from the “Value” section of the field definition into the template just to rule out typo’s. Any idea of what might be wrong? (ARS 7.1 patch 2, RH Linux server, Oracle 10.2 db) Dwayne Martin James Madison University
Re: Another Issue with 7.1 Mid-Tier Patch 3/4-(Known Defect)
All, Finally got BMC Support staff to talk to their engineers (after fighting with them for almost 2 weeks) Sure enough it was a known bug, and they've created a defect against it. Should be fixed in Patch 6. Issue: ISS03343227 Defect: SW00304242 Thanks, Matthew Perrault From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Tuesday, October 07, 2008 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: Another Issue with 7.1 Mid-Tier Patch 3/4 ** I got a 9351 error last evening which went away with recaching. Unable to setup data connection, which is preventing the application from working correctly. (ARERR 9351) I suspected something wrong with the cache because I didn't get this error on every form or tab within a page but only on some forms or some tabs within a form.. Joe - Original Message From: strauss [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, October 7, 2008 4:08:56 PM Subject: Re: Another Issue with 7.1 Mid-Tier Patch 3/4 ** More specific than that... and we are on Tomcat 5.5.26 which is a contributing factor to the 9350 error: Issue: Issue Summary: receiving 9350 error when trying to save a task via the midtier ...and A form definition has been changed, so unable to retrieve data. Please contact administrator (ARERR 9352) (does not occur in User Tool) Response (eventually): This is due a defect: SW00285864 BMC Remedy Mid Tier sporadically returned an error: A form definition has been changed, so unable to retrieve data, even though the form definition had not changed. fixed in patch 5. Please update your Mid-Tier to Patch 5 and retry. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Tuesday, October 07, 2008 2:57 PM To: arslist@ARSLIST.ORG Subject: Re: Another Issue with 7.1 Mid-Tier Patch 3/4 ** What kind of errors are you having in form definition change? The reason I am asking is that we are running MT 7.1 Patch 3 here, and we do have problems sometimes when a new column is added to a table field (null pointer assignment). I cannot say for certain if this happens on additions of other fields too as I am yet to determine all the reasons why I get that error. This error goes away after manually flushing the cache. Also I have reasons to believe that if you have persistent cache turned on, and if in case you do restart the web server daemon, the object invalidation counter probably gets reset? I noticed on one of our forms, the changes to the definition weren't yet caught by the mid tier way after the invalidation interval, and the only reason I can think of is that this counter gets reset everytime the web server daemon is restarted. Is your problem something similar? Joe - Original Message From: strauss [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, October 7, 2008 3:33:57 PM Subject: Re: Another Issue with 7.1 Mid-Tier Patch 3/4 ** Do you know if it has been fixed in the soon-to-be-released patch 005??? I'm waiting on that to solve a problem with form definition change errors. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matthew Perrault Sent: Tuesday, October 07, 2008 12:01 PM To: arslist@ARSLIST.ORG Subject: Another Issue with 7.1 Mid-Tier Patch 3/4 ** All, Got another issue with the 7.1 Mid-Tier Patch 3 and Patch 4. Have Created an Issue with BMC: ISS03343227 Will let you know when I have a defect ID and what that Defect ID is. MS Server 2003 IIS 6 (I think) Apache/Tomcat Mid-Tier 7.1 Patch 3 (and tested with Patch 4). It appears there is a problem with how ViewFormServlet handles the User Time Zone and passed in Field Parameters. Here's the situation: We send emails from our system. In those Emails we include a URL. This URL includes parameters for the Incident #, Server, Mid-Tier, View, UserName, Password and some other field values. Well, the first time that a person clicks on the link, it appears that ViewFormServlet is wiping out all the passed field parameters with this: usertimezone=America%2FChicago. Well, the second time the user clicks on the link it all works fine and brings up the incident without issue. So, Hazarding a guess, it looks like the first time, it tries to find the User's TimeZone in the cache based on the URL that was supplied, Doesn't find it and slaps that over the top of the other parameters, then Caches the Timezone. Next Time the person clicks on the link, it pulls the timezone out of the cache and works correctly. For example: You give the URL: http://MID_TIER_SERVER/arsys/servlet/ViewFormServlet?form=FORM_Xview=VIEW_Xserver
Mid-Tier Web Page is coming up blank
All, We recently installed Mid-Tier 7.1 Patch 3 on a box in Australia. I can log into the configuration page and that comes up fine. Yet when I try and go to an actual form, I get the little animated Loading... gif, then it says downloading item 10 of 16 (in the lower left corner of IE), it counts down to 1 of 16 then finishes. Then in the lower left corner it says Done. Yet the Web Page is blank. Nothing there, no errors, just a blank white web page. The strange thing is we have this same Mid-Tier version installed on other servers and all of them seem to work fine. The odd things about this server are with IIS. First it doesn't have the standard defaultWebSite it has something else. But that shouldn't matter as I've installed it under other Web Sites in IIS and gotten it to work. The other thing is, this has a specific IP specified in the Web Site identification. Yet I tried removing that and now luck either. At this point I don't know where else to look to try and figure out why this web page won't come up. ARS 7.0.1 Patch 4 Windows 2003 SQL Server Mid-Tier: 7.1 Patch 3 IIS 6 Apache/Tomcat 5.5 Any thoughts or suggestions on where to go from here with this issue would be appreciated. Thanks Matthew Perrault ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Mid-Tier Web Page is coming up blank
Joe, We tried that...a couple dozen times...no luck there :) Didn't see anything in the Mid-Tier Logs, but I'm going through the IIS logs now. Something did catch my eye, and I'm wondering if it's the same problem we had with our Argentina server with the timezone causing the page to loop, yet because of the distance and the lag, you don't physically see it. Thanks, Matt From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Wednesday, October 15, 2008 1:35 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier Web Page is coming up blank On windows IIS, when all fails, restart the darn box :-) On a more serious note, do you see anything in the mid-tier logs or your IIS logs? Joe - Original Message From: Matthew Perrault [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, October 15, 2008 1:51:28 PM Subject: Mid-Tier Web Page is coming up blank ** All, We recently installed Mid-Tier 7.1 Patch 3 on a box in Australia . I can log into the configuration page and that comes up fine. Yet when I try and go to an actual form, I get the little animated Loading... gif, then it says downloading item 10 of 16 (in the lower left corner of IE), it counts down to 1 of 16 then finishes. Then in the lower left corner it says Done. Yet the Web Page is blank. Nothing there, no errors, just a blank white web page. The strange thing is we have this same Mid-Tier version installed on other servers and all of them seem to work fine. The odd things about this server are with IIS. First it doesn't have the standard defaultWebSite it has something else. But that shouldn't matter as I've installed it under other Web Sites in IIS and gotten it to work. The other thing is, this has a specific IP specified in the Web Site identification. Yet I tried removing that and now luck either. At this point I don't know where else to look to try and figure out why this web page won't come up. ARS 7.0.1 Patch 4 Windows 2003 SQL Server Mid-Tier: 7.1 Patch 3 IIS 6 Apache/Tomcat 5.5 Any thoughts or suggestions on where to go from here with this issue would be appreciated. Thanks Matthew Perrault __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Mid-Tier Web Page is coming up blank
Frank/Joe Yes there is source code behind the page. I copied it and dropped it into a html file on my local machine and it still showed up blank. I did go through the net and look for something similar to this and I did find something similar from back in 2005 and it was with 6.3 and it was the same thing. The lady said that it had to do with the extensions not being listed or blocked in IIS. Well I did check and correct that in IIS, yet the page still came up blank. With regards to the timezone, I changed my client pc timezone to GMT +10 Canberra, Melbourne, Sydney And when I hit the web page, this is what it is showing as the time zone: usertimezone=Antarctica%2FDumontDUrville For some odd reason, that just doesn't look correct Matt From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso Sent: Thursday, October 16, 2008 5:08 AM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier Web Page is coming up blank ** Is there source code behind the page? Or is there nothing coming back in teh for of JScript and HTML tags? I had this happen the other night. Upgraded MT, went to config page and all was well. Then tried opening the Home page and got a blank screen, but there was source code. After playing around for a few minutes I decided to close all my browsers and try again. The next time it worked and the home page came up. On Wed, Oct 15, 2008 at 2:35 PM, Joe DeSouza [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** On windows IIS, when all fails, restart the darn box :-) On a more serious note, do you see anything in the mid-tier logs or your IIS logs? Joe - Original Message From: Matthew Perrault [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Wednesday, October 15, 2008 1:51:28 PM Subject: Mid-Tier Web Page is coming up blank ** All, We recently installed Mid-Tier 7.1 Patch 3 on a box in Australia . I can log into the configuration page and that comes up fine. Yet when I try and go to an actual form, I get the little animated Loading... gif, then it says downloading item 10 of 16 (in the lower left corner of IE), it counts down to 1 of 16 then finishes. Then in the lower left corner it says Done. Yet the Web Page is blank. Nothing there, no errors, just a blank white web page. The strange thing is we have this same Mid-Tier version installed on other servers and all of them seem to work fine. The odd things about this server are with IIS. First it doesn't have the standard defaultWebSite it has something else. But that shouldn't matter as I've installed it under other Web Sites in IIS and gotten it to work. The other thing is, this has a specific IP specified in the Web Site identification. Yet I tried removing that and now luck either. At this point I don't know where else to look to try and figure out why this web page won't come up. ARS 7.0.1 Patch 4 Windows 2003 SQL Server Mid-Tier: 7.1 Patch 3 IIS 6 Apache/Tomcat 5.5 Any thoughts or suggestions on where to go from here with this issue would be appreciated. Thanks Matthew Perrault __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Another Issue with 7.1 Mid-Tier Patch 3/4
Fred, Thanks for the update. Unfortunately this doesn't work either. When I try it, it takes only the first parameter and then wipes out all the others. There are a couple of other aspects here that tell me it has nothing to do with the login aspects though. If it was the login aspects why would the form and view even open? It opens the form and view and connects fine, but then on window open, it's supposed to do a search. It does that search, but doesn't find the corresponding record because the field parameters got wiped out. The other piece about this is, it worked fine in 7.0.1, now all of a sudden with 7.1 they've changed things that much that this no longer works? That doesn't seem quite right for a .1 release Second aspect is if it was a problem with the login parameters, why when I pass the usertimezone parameter through viewformservlet does it work correctly? Also, why when I click on the link a second time does it work correctly? The problem is with viewformservlet not handling the usertimezone parameter correctly, and it overwriting the field parameters that get passed in. The problem is there and that's where it should be fixed. Thanks, Matt From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Tuesday, October 07, 2008 1:23 PM To: arslist@ARSLIST.ORG Subject: Re: Another Issue with 7.1 Mid-Tier Patch 3/4 We found ViewFormServlet has a problem when you include the user and password. Use the LoginServlet with the goto parameter instead http://MID_TIER_SERVER/arsys/servlet/LoginServlet?server=AR_SERVERusername=Bozopwd=TheClowngoto=/arsys/forms/AR_SERVER/FORM_X/VIEW_X?F100868=1F202916=F1990001=IncidentEmail?mode=Query Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matthew Perrault Sent: Tuesday, October 07, 2008 12:01 PM To: arslist@ARSLIST.ORG Subject: Another Issue with 7.1 Mid-Tier Patch 3/4 All, Got another issue with the 7.1 Mid-Tier Patch 3 and Patch 4. Have Created an Issue with BMC: ISS03343227 Will let you know when I have a defect ID and what that Defect ID is. MS Server 2003 IIS 6 (I think) Apache/Tomcat Mid-Tier 7.1 Patch 3 (and tested with Patch 4). It appears there is a problem with how ViewFormServlet handles the User Time Zone and passed in Field Parameters. Here's the situation: We send emails from our system. In those Emails we include a URL. This URL includes parameters for the Incident #, Server, Mid-Tier, View, UserName, Password and some other field values. Well, the first time that a person clicks on the link, it appears that ViewFormServlet is wiping out all the passed field parameters with this: usertimezone=America%2FChicago. Well, the second time the user clicks on the link it all works fine and brings up the incident without issue. So, Hazarding a guess, it looks like the first time, it tries to find the User's TimeZone in the cache based on the URL that was supplied, Doesn't find it and slaps that over the top of the other parameters, then Caches the Timezone. Next Time the person clicks on the link, it pulls the timezone out of the cache and works correctly. For example: You give the URL: http://MID_TIER_SERVER/arsys/servlet/ViewFormServlet?form=FORM_Xview=VIEW_Xserver=AR_SERVERusername=Bozopwd=TheClownF100868=1F202916=F1990001=IncidentEmail?mode=Queryhttp://mid_tier_server/arsys/servlet/ViewFormServlet?form=FORM_Xview=VIEW_Xserver=AR_SERVERusername=Bozopwd=TheClownF100868=1F202916=F1990001=IncidentEmail?mode=Query It will translate into the following URL: http://MID_TIER_SERVER/arsys/forms/AR_SERVER/FORM_X/VIEW_X/?usertimezone=America%2FChicagocacheid=25255df7http://mid_tier_server/arsys/forms/AR_SERVER/FORM_X/VIEW_X/?usertimezone=America%2FChicagocacheid=25255df7 Then if you click on the link a second time it works. Also, If you pass the usertimezone parameter in on the first URL it will also work fine. The problem with that is now you are hardcoding a specific timezone into the URL. That won't work for us as we could have a person in the US, sending this link to some one in India and it needs to pick up that person's local timezone. Bottom Line ViewFormServlet is not picking up the TimeZone from the user's PC and handling it correctly. Thanks, Matthew Perrault __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Time Zone Issue with the Mid-Tier
List,
We've got users in a Buenos Aires Time Zone.
When they connect to our Mid-Tier here in the US (we route them through view
form Servlet to bypass the login),
When it tries to load the web page, the web page just sits there and reloads
over and over again in an infinite loop.
I was able to track it down to a Time Zone issue.
When they go to the Adjust Date/Time and turn off the Automatically Adjust for
Daylight Savings Changes.
The page comes up, they turn it on, and infinite reload loop.
So I took a look at the TimezoneFinder.js file in: ...\Mid-Tier\shared\
It shows Buenos Aires as being a NON DST time zone.
var noDstTzs = [
{ tz:AGT, offset:-1080 },
.
.
.
// America/Argentina/Buenos_Aires = AGT
// America/Buenos_Aires = AGT
Well, this is wrong. Buenos Aires and Argentina do use DST.
Here's what I've done to try and correct it.
I've tried changing the offset to -720 (-2 hours)
I've tried changing the offset to -1440 (-4 hours)
I've tried removing the { tz:AGT, offset:-1080 } line and putting it
under the var dstTzs = [ list
I tried doing that with start and end times and without start and end times
I tried using Start and end times from another -1080
I tired using the actual correct epoch start and end times for 2008.
Nothing has worked.
So at this point I'm scratching my head as to what I can do to fix this.
I do have a critical ticket in to BMC but haven't heard back yet.
The problem is that our users in those time zones can't submit incidents.
Any thoughts our help on this issue would be appreciated.
Thanks,
Matthew
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Re: Time Zone Issue with the Mid-Tier
Sorry,
Meant to add:
Mid-Tier 7.1 Patch 03
Windows Sever 2003
IIS 6
Tomcat and Jakarta
Java 1.6 Patch 3
Matt
From: Matthew Perrault
Sent: Wednesday, September 17, 2008 9:36 AM
To: 'arslist@ARSLIST.ORG'
Subject: Time Zone Issue with the Mid-Tier
List,
We've got users in a Buenos Aires Time Zone.
When they connect to our Mid-Tier here in the US (we route them through view
form Servlet to bypass the login),
When it tries to load the web page, the web page just sits there and reloads
over and over again in an infinite loop.
I was able to track it down to a Time Zone issue.
When they go to the Adjust Date/Time and turn off the Automatically Adjust for
Daylight Savings Changes.
The page comes up, they turn it on, and infinite reload loop.
So I took a look at the TimezoneFinder.js file in: ...\Mid-Tier\shared\
It shows Buenos Aires as being a NON DST time zone.
var noDstTzs = [
{ tz:AGT, offset:-1080 },
.
.
.
// America/Argentina/Buenos_Aires = AGT
// America/Buenos_Aires = AGT
Well, this is wrong. Buenos Aires and Argentina do use DST.
Here's what I've done to try and correct it.
I've tried changing the offset to -720 (-2 hours)
I've tried changing the offset to -1440 (-4 hours)
I've tried removing the { tz:AGT, offset:-1080 } line and putting it
under the var dstTzs = [ list
I tried doing that with start and end times and without start and end times
I tried using Start and end times from another -1080
I tired using the actual correct epoch start and end times for 2008.
Nothing has worked.
So at this point I'm scratching my head as to what I can do to fix this.
I do have a critical ticket in to BMC but haven't heard back yet.
The problem is that our users in those time zones can't submit incidents.
Any thoughts our help on this issue would be appreciated.
Thanks,
Matthew
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Re: Need help on passing parameter to direct SQL
Hui,
The Reason that's happening is because you are passing a Single quote in a
field. The Direct SQL still runs through the ARS Engine. So, when the ARS
engine sees a single quote in a field, it escapes it out, by adding another
single quote, that way the database will recognize it as a normal character
instead of a special character. SQL uses the ' to deliminate charcter values.
The reason they do that is because if you wanted to save a Person record with a
last name like O'Maley, it has to be sent to the database as O''Maley. So the
ARS engine always escapes out a single quote in a field. It does this to be
helpful.
The only way to do this is to set the two parts into 2 separate fields
(probably in a separate form, that way you can push the values in Phase 1, to
get the values in place). Then call a stored Procedure, passing in the 2
integer values, and have the stored procedure pull the second part of the Where
clause from the second form and places that into a variable. Then execute the
whole thing as 1 line:
execute ('Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003 =' +
@int_val_1 + ' AND C901001003 =' + @int_val2 + ' AND C901002104 IS NOT NULL
AND C901002116 NOT LIKE ''SALES%'' WHERE ' + @ProductCriteria)
The following:
@int_val_1
@int_val2
@ ProductCriteria
Are variables defined in the SQL Stored Procedure
The first 2:
@int_val_1
@int_val2
Could be passed into the Stored Procedure when you call it from ARS.
The next one down:
@ ProductCriteria
You need to define in the Stored Procedure and have the Stored Procedure pull a
value into it via:
@ ProductCriteria = SELECT.
We do have a RFC in to have the option on Direct SQL action to ignore the ' and
not add an extra one to it.
They did have it working that way (it wouldn't add an extra ' ) in 7.0.0, but
then fixed it in later version.
Hope That helps
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Bao, Hui-Qing
Sent: Monday, July 28, 2008 2:02 PM
To: arslist@ARSLIST.ORG
Subject: Need help on passing parameter to direct SQL
Hello:
I have a Set Field active link action which is using direct sql to get a sum of
difference between two fields. The sql statement is something like below:
Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003 = $Start
Date_int$ AND C901001003 = $End Date_int$ AND C901002104 IS NOT NULL AND
C901002116 NOT LIKE 'SALES%' $Product Criteria$
'Product Criteria' is a character field which will be set dynamically base on
user action. I also have a Set Field action to 'build Product Criteria': AND
C300088000 = + '+ $Product Name$ + '
The goal is to generate a sql statement like below:
Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003 = 1154059200 AND
C901001003 = 1217217600 AND C901002104 IS NOT NULL C901002116 NOT LIKE
'SALES%' AND C300088000 = 'HUB LINE CARD'
But when I run the report I got sql error: Failure during SQL operation to the
database : Line 1: Incorrect syntax near 'Hub LINE CARD'.
When I check the database log, I saw system added a set of single quote round
'HUB LINE CARD', the database log show the sql as
Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003 = 1154059200 AND
C901001003 = 1217217600 AND C901002104 IS NOT NULL C901002116 NOT LIKE
'SALES%' AND C300088000 = ''HUB LINE CARD''
In Active link log, the value of 'Product Criteria' is: AND C300088000 = 'HUB
LINE CARD' , I don't know why system would add a set of single quote just
around 'HUB LINE CARD'. We are using SQL server 2000.
Please help!!!
Hui
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Re: Question: SLA - Emails / Audit Log
T- Go further down in the ARS List and look for the email chain on: Using Incident ServiceTgt Milestone Notification Action Templates Back on July 7th. In it you'll see some in depth explanations of why you don't see the Notifications in the Notification Audit Log. It's because Normal Notifications that are sent from the Incident form, run through the NTE forms. The Audit Log you are looking at is looking at the NTE:Notifier Log form. Now Custom Notifications from SLM 7X are not passed through the NTE forms as they should. Instead, when you create a Custom Notification against the Help Desk form, it creates a Filter on the HPD:Help Desk form. In that filter it Pushes to SLM:RuleActionNotifier, which in turn pushes to either the Email Form or Alert Events. If you use a Custom Page Action, the filter on the Help Desk form, just has a Run Process Command to do the Page. Now in order to fix this you can do one of 2 things: 1) Most Recommended. Go to the Data Sources for Service Level Management through the Application Administration Console-Custom Configuration Tab Then, configure a Data Source for the NTE:Sys-NT Process Control form. Then, remove your Custom Notifications and instead do a Push to the NTE:Sys-NT Process Control form. Use the Filter: HPD:INC:NotificationGenerator_899_PNPC`! to get the fields and values that you want. This will then run the Notification through the NTE forms similar to the: HPD:INC:NotificationGenerator_899_PNPC`! 2) You could create a Data Source against the NTE:Notifier Log form. Then after each Custom SLM notification create a Custom Push Fields Action to push the needed values to the NTE:Notifier Log form. Good Luck. Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, July 15, 2008 7:39 AM To: arslist@ARSLIST.ORG Subject: Re: Question: SLA - Emails / Audit Log Thanks Chris. The problem is they are not appearing. However, these are custom notifications. I'm not sure how to get them to appear in the Audit Log. I know the SLAs are working because if I go into AR System Email Messages I see them being sent. T. On 7/15/08, Danaceau, Chris [EMAIL PROTECTED] wrote: T - From the vertical navigation bar on the ticket: Functions, View Audit Log. When the dialog opens click the Notification Audits tab. You should see the Service Level notification audits there. This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Monday, July 14, 2008 5:19 PM To: arslist@ARSLIST.ORG Subject: Question: SLA - Emails / Audit Log I have my SLAs setup and they are working. Emails are going out, no problem. However, i'm not sure if there is a place that audits the SLA Escalation Emails that go out. I have looked in the Audit Log on Incident, but it does not store SLA Escalation Emails there. Is there a place that keeps an audit of these emails? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
