Re: Performance issues
The things I've looked for regarding performance issues: * Speed/duplex settings on your NICs - I don't have any hard numbers on this, but I've seen in the past (not necessarily with Remedy) where if the NIC's and switch port's speed/duplex settings don't match or if they're set to auto/auto, explicitly configuring these settings to match (e.g. 1Gbit/Full) on both the NIC and switch port have yielded HUGE throughput improvements. * Use the SQL profiler tool to set up a trace that logs all transactions that take more than N amount of time to complete. I generally use 1000ms when I do traces like this, as it's my belief that no single SELECT statement should take more than a second to complete. You can use the output of this tool to find queries (SELECTS are the easiest to analyze) that run long, and see if you're perhaps missing an index on an oft-searched column. * Use the Windows Performance monitor on the SQL server itself and get some stats on memory usage, and especially disk I/O (average disk queue length for individual disks is the most helpful). Slow disk I/O is second only to lack of available RAM in its performance-killing effectiveness. In past experience, I found that having even a handful of heavily used tables all on the same disk can cause an I/O bottleneck. I've also found that having even two or three heavily used tables and those tables' indexes on the same disk hurts too. * Of course, turning on API and SQL logging and running that through arloganalyzer doesn't hurt either if nothing else is telling you anything interesting. This tool would help you determine if you have enough available threads configured, for example (e.g. a high thread wait time would indicate you don't have enough threads, etc.). Mike From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tim Rondeau Sent: Thursday, February 18, 2010 12:43 PM To: arslist@ARSLIST.ORG Subject: Performance issues ** Arsystem 7.1 patch 7 ITSM suite, using SLM, CMDB, Change Management, Problem and Incident We are running SQL 2005 on windows 2003 server, plenty of CPU/disk and RAM. Looking for some feed back on how some have handled performance issues. We process about 400 changes a day and about 800 incidents a day. Just seems like this system can't handle it. DB timeouts, white screens all the time. DBA of course states no issues. In March we are moving to Oracle RAC, which will be 2 robust db servers. APP will still be on windows. Thanks Tim _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: Update of Style Sheets and ARS 7.5 and ITSM 7.5
Check out chapter three of the BMC Remedy Mid Tier Guide. It deals with which stylesheet rules to change for individual form elements. As far as the logo across the top of each form, I don't think that's defined in a CSS rule; I believe you have to specify a logo on each form you wish to change (that's how it was in earlier versions anyway). Mike -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Terje Moglestue Sent: Tuesday, February 16, 2010 9:05 AM To: arslist@ARSLIST.ORG Subject: Update of Style Sheets and ARS 7.5 and ITSM 7.5 Folks, I am looking into the possibility to implement our branding standard for ITSM Suite 7.5 where the logo colour and fonts meets our own standard. Our external customers are exposed to the Requester Console and our marketing people don't like what they see. I have done this in previous versions of Remedy and have found these type of customizations extremely time consuming to implement. We are now running ARS 7.5 and ITSM 7.5p1. Before I spend any time on it - is there any success stories out there updating Style Sheets? I don't want to update all fields, forms and views accessed by our external customer. Update the Style Sheets must be the way to go! In general we are mainly talking of change in colours and fonts not font sizes. And BMC's logo has to go. Have anyone successfully updated the appearance of selected applications within the ITSM Suite using the style sheets? Thanks, Terje ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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: Re : AIE job
It's worth noting that the section on activating exchanges via workflow (i.e. submitting a record into the Application Pending form via a filter or active link) is incorrect. The reason I bring up creating an entry in the Application Pending using workflow rather than using aiexfer is that it is much more efficient (in my opinion) to simply submit a record to Application Pending than use a run process command to invoke aiexfer (since all that aiexfer does is submit a record into Application Pending anyway). Here's an overview of the correct values to submit into the Application Pending form to activate an event-driven exchange: Category: EIE (the manual says AIE, but that's incorrect) Command: the name of the data exchange you wish to trigger Form: the AIE instance name that your exchange is running under. This is usually something like [Server Name] Instance 1 Source ID: New Tag: either On Scheduled Interval (the manual incorrectly says this should be On Schedule Interval, note the d at the end of Scheduled) to let the async thread process the request or Immediate Request Other Short: your exchange options: -r Request ID or -k Key Value or -b (bulk exchange). Contrary to what the manual says, the -s parameter is NOT required when submitting to Application Pending (you'll actually get a syntax error if you include the -s Data Exchange Name in the Other Short field). Regards, Mike -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Atul Vohra Sent: Wednesday, February 03, 2010 8:30 PM To: arslist@ARSLIST.ORG Subject: Re: Re : AIE job Thanks - Yes that is where I am now and think that is the answer. -Original Message- From: Frex Popo [frexp...@yahoo.fr] Date: 02/03/2010 02:26 AM To: arslist@ARSLIST.ORG Subject: Re: Re : AIE job ** Was trying to do something similar but never had the chance to test it... The administration guide has a chapter on Activating event driven data exchanges using eiexfer utility on page 73. If I understood the question that is :) Have a read through it, it might be what you are after. --- En date de : Mer 3.2.10, Atul Vohra a...@protechsoftwareinc.com a écrit : De: Atul Vohra a...@protechsoftwareinc.com Objet: AIE job À: arslist@ARSLIST.ORG Date: Mercredi 3 Février 2010, 2h11 Hi, We are on v7.1 and am wondering if an AIE job can be invoked from a command line or a filter's run process. Regards Atul ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are _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: Re : AIE job
I did just this morning. Regards, Mike From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kelly Deaver Sent: Thursday, February 04, 2010 8:27 AM To: arslist@ARSLIST.ORG Subject: Re: Re : AIE job ** I hope you filed a defect/enhancement request with BMC :) Thanks for sharing the answer! Kelly Deaver L-3 Stratis / FAA Contractor kdea...@kellydeaver.com (ARSlist mail) kelly.ctr.dea...@faa.gov (Business mail) Original Message Subject: Re: Re : AIE job From: Mike Wallick mike.wall...@maryville.com Date: Thu, February 04, 2010 8:11 am To: arslist@ARSLIST.ORG It's worth noting that the section on activating exchanges via workflow (i.e. submitting a record into the Application Pending form via a filter or active link) is incorrect. The reason I bring up creating an entry in the Application Pending using workflow rather than using aiexfer is that it is much more efficient (in my opinion) to simply submit a record to Application Pending than use a run process command to invoke aiexfer (since all that aiexfer does is submit a record into Application Pending anyway). Here's an overview of the correct values to submit into the Application Pending form to activate an event-driven exchange: Category: EIE (the manual says AIE, but that's incorrect) Command: the name of the data exchange you wish to trigger Form: the AIE instance name that your exchange is running under. This is usually something like [Server Name] Instance 1 Source ID: New Tag: either On Scheduled Interval (the manual incorrectly says this should be On Schedule Interval, note the d at the end of Scheduled) to let the async thread process the request or Immediate Request Other Short: your exchange options: -r Request ID or -k Key Value or -b (bulk exchange). Contrary to what the manual says, the -s parameter is NOT required when submitting to Application Pending (you'll actually get a syntax error if you include the -s Data Exchange Name in the Other Short field). Regards, Mike -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG http://email.secureserver.net/#Compose ] On Behalf Of Atul Vohra Sent: Wednesday, February 03, 2010 8:30 PM To: arslist@ARSLIST.ORG Subject: Re: Re : AIE job Thanks - Yes that is where I am now and think that is the answer. -Original Message- From: Frex Popo [frexp...@yahoo.fr] Date: 02/03/2010 02:26 AM To: arslist@ARSLIST.ORG Subject: Re: Re : AIE job ** Was trying to do something similar but never had the chance to test it... The administration guide has a chapter on Activating event driven data exchanges using eiexfer utility on page 73. If I understood the question that is :) Have a read through it, it might be what you are after. --- En date de : Mer 3.2.10, Atul Vohra a...@protechsoftwareinc.com a écrit : De: Atul Vohra a...@protechsoftwareinc.com Objet: AIE job À: arslist@ARSLIST.ORG Date: Mercredi 3 Février 2010, 2h11 Hi, We are on v7.1 and am wondering if an AIE job can be invoked from a command line or a filter's run process. Regards Atul ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_
Re: OT: Anyone know of any good free blogs?
Wordpress (http://wordpress.org/) is a good one if you're looking for MySQL/PHP. On 6/13/08, Axton [EMAIL PROTECTED] wrote: One of the primary factors will be the languages you can/will support on the web server. Try narrowing it down using that: java, php, ruby, python, etc. Axton On Fri, Jun 13, 2008 at 10:35 AM, Gary Opela (Corporate) [EMAIL PROTECTED] wrote: ** We have a request to look into adding a blog to our website. Does anyone know of any good, free blog tools that we could embed into our website? I really don't know much about blogs, I've used and read some, but never looked into actually moderating or creating one. Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI(R) Level 3 Rated Company __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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SQL view only showing recent records SOLVED sort of
I ran into this a while back, and yes, inserting records into the corresponding B table will fix the problem. On 4/11/08, Brian Goralczyk [EMAIL PROTECTED] wrote: ** Actually, that is pretty easy to fix. Just create a row in the B table for each request id in the t table that isn't in the b table. Insert into b426 (c1) select c1 from t426 where c1 not in (select c1 from b426) I am not positive that will work off the top of my head, but it gives you the idea. On Fri, Apr 11, 2008 at 11:50 AM, Dwayne Martin [EMAIL PROTECTED] wrote: I think I tracked down the problem. I just don't know what to do about it. The sql log for creating the view says: CREATE VIEW LA_SI_Lab. . . AS SELECT T426.C1,C2. . . WHERE T426.C1 = B426.C1. B426 is the table defining the attachment pool, which we created fairly recently, probably November 26. This means that any records created before November 26 won't have a corresponding B426 record and won't appear in the view. Is there anything that can be done, other than realizing that adding an attachment pool excludes all previous records from the sql view? Dwayne * Dear List, Yesterday I submitted a problem with a form not having an sql view. It turned out that there was a bad Diary field, which I deleted. Now I have an sql view. BUT the view only shows records created since November 26. My form name is LA:SI_Lab and its schemaid is 426. If I do select count(*) from T426 I get 8646 If I do select count(*) from la_si_lab I get 50 If I display those 50 records they are all the records created since November 26. I don't know of anything significant that happened on November 26. I tried changing a field definition to create a new view, but it didn't help. Any ideas? (ARS 7.1, RH Linux server, Oracle 10.2 db) Dwayne Martin James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __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: CSS 5.6
I'm not sure if this is exactly what you're asking, but yes, as long as the User has an AR user license and a customer support license (fixed or floating). I have a user account that is for EIE that among other things, handles account/contact merges from our CRM system and part of the merge process is to move Issues from the merge victim to the merge survivor. This service account has a fixed AR User license and a fixed customer support license and is not set up as an Employee (i.e. the agent console doesn't work for this service account). HTH. Mike On 4/7/08, John Joseph [EMAIL PROTECTED] wrote: ** Hi All, In the out-of-the-box CSS 5.6, can an existing issue be modified by a person who is not configured within the system? Best Regards, John Joseph Planning marriage in 2008! Join Shaadi.com matrimony FREE! Try it now! __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: SLA Deployed to Draft
I don't know why or how, but once an SLA is changed to deploy, there is no (easy) was to change it back to draft. This is why I run all my SLAs in draft status. Mike On 4/6/08, Alfonso Eduardo Marín Urdapilleta [EMAIL PROTECTED] wrote: ** I would like to know it there is a way to change an SLA from Deployed back to Draft status. For what I read this is not a simple task. Has anyone ever done something like this? Or could at least give me an idea what a deployed SLA does that it can't be changed back to Draft? I'm using Remedy 6.3 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
Re: Parameter is Incorrect
I've been trying to figure this out for months now, though I only see the behavior when the Remedy client is running via Citrix. In my case, network drives work fine, but the drive mapped to the user's local hard disk (V: in my case) is where I see the parameter is incorrect message. This is with WUT 7.0.1 p3 through p6. Performing the same operation from a 6.3 user tool in Citrix does not exhibit the same behavior (it works as expected). Sorry I don't have more to offer. Mike On 3/17/08, SUBSCRIBE arslist Melissa [EMAIL PROTECTED] wrote: ** We are trying to attach documents to the work info for an incident, but we are getting Parameter is Incorrect error when the file is located in the My Documents folder. In our environment, My Documents is mapped to a network drive. I can attach from any other network drive. We are using Remedy User 7.01 patch 5. Has anyone seen this before? __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
Setting the background color of a form with an active link
Anyone know if there's an equivalent of the run process action SET-RO-COLOR to set the background color of a form using workflow? I've been searching through the archives and a couple of people said it was possible, but no one said how. ARS 7.0.1 patch 6 Thanks. Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Setting the background color of a form with an active link
I saw that but I guess I didn't consider that as an option. Since all of my users are supposed to be using a preference server, I think that will work, though I would have preferred something that could be controlled globally on the server side. Thanks LJ. On 2/22/08, LJ Longwing [EMAIL PROTECTED] wrote: I would imagine it would be something like PERFORM-ACTION-SET-PREFERENCE field_ID value Sets the value of the field you specify in the User Preferences form. For example, to set the value of the User Locale field to Japanese, enter the following command: PERFORM-ACTION-SET-PREFERENCE 20121 ja_JP where 20121 is the field ID of the User Locale field and ja_JP is the value that represents a Japanese locale. To find the field ID: 1 Open the AR System User Preference form using BMC Remedy Administrator. 2 Double-click the field in question to display the Field Properties dialog box. 3 Click the Database tab. The field ID is displayed in the ID field. To find the value or format of a user preference field: 1 Log in to a preference server using BMC Remedy User. 2 Choose Tools Options. The Options window is displayed. 3 Specify a value for a user preference, and click OK. 4 Open the AR System User Preference form to see what format is used or what value is stored in the corresponding I got this from Page 213 of the Worflow Reference Guide for 7.1 I believe you can look in the preference record and find the defined color for search/modify/submit windows, and set that preference...but this is just a guess as I've never tried doing it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Friday, February 22, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Setting the background color of a form with an active link Anyone know if there's an equivalent of the run process action SET-RO-COLOR to set the background color of a form using workflow? I've been searching through the archives and a couple of people said it was possible, but no one said how. ARS 7.0.1 patch 6 Thanks. Mike ___ 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
Re: Setting the background color of a form with an active link
As far as I can tell, the color specified in the admin tool (if anything other than the default radio button) takes precedence over anything the user sets. Mike On 2/22/08, Jason Miller [EMAIL PROTECTED] wrote: ** This may not work from ITSM though Will this override the color that is set in the view properties in the admin tool? Say I have changed the color of a form in the admin tool to red and the user wants yellow, can they override the red using preferences? Jason On Fri, Feb 22, 2008 at 10:04 AM, LJ Longwing [EMAIL PROTECTED] wrote: I think this setting sets the preference no matter if they are on a preference server or not, but I could be wrong on that. If you are wanting to control it at the server level, you could set it directly in each preference record and have normal workflow that sets it on create/update, or whatever conditions you want -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Friday, February 22, 2008 10:57 AM To: arslist@ARSLIST.ORG Subject: Re: Setting the background color of a form with an active link I saw that but I guess I didn't consider that as an option. Since all of my users are supposed to be using a preference server, I think that will work, though I would have preferred something that could be controlled globally on the server side. Thanks LJ. On 2/22/08, LJ Longwing [EMAIL PROTECTED] wrote: I would imagine it would be something like PERFORM-ACTION-SET-PREFERENCE field_ID value Sets the value of the field you specify in the User Preferences form. For example, to set the value of the User Locale field to Japanese, enter the following command: PERFORM-ACTION-SET-PREFERENCE 20121 ja_JP where 20121 is the field ID of the User Locale field and ja_JP is the value that represents a Japanese locale. To find the field ID: 1 Open the AR System User Preference form using BMC Remedy Administrator. 2 Double-click the field in question to display the Field Properties dialog box. 3 Click the Database tab. The field ID is displayed in the ID field. To find the value or format of a user preference field: 1 Log in to a preference server using BMC Remedy User. 2 Choose Tools Options. The Options window is displayed. 3 Specify a value for a user preference, and click OK. 4 Open the AR System User Preference form to see what format is used or what value is stored in the corresponding I got this from Page 213 of the Worflow Reference Guide for 7.1 I believe you can look in the preference record and find the defined color for search/modify/submit windows, and set that preference...but this is just a guess as I've never tried doing it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Friday, February 22, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Setting the background color of a form with an active link Anyone know if there's an equivalent of the run process action SET-RO-COLOR to set the background color of a form using workflow? I've been searching through the archives and a couple of people said it was possible, but no one said how. ARS 7.0.1 patch 6 Thanks. Mike __ __ ___ 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 __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: Parameter is Incorrect error message
I've seen this, but only when running the user tool in Citrix and only when trying to attach a file from the client's local drive (i.e. C$ on Client). I have no workaround at the moment, other than to copy the file I wish to attach to a network drive. Mike On 2/19/08, SUBSCRIBE arslist Melissa [EMAIL PROTECTED] wrote: ** We are running 7.0.01 patch 5 of Remedy User on Windows. It seems to vary if the file is on the desktop or on a network drive. I have seen it happen in both cases. I have also seen it happen were the user was attached remotely as opposed to locally which worked for him. *Lammey, Peter A. [EMAIL PROTECTED]* Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/19/2008 12:03 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Parameter is Incorrect error message ** Yes. We experienced this issue when attaching a file using the Remedy 7.01 User client Patch 002 on Citrix. Our partner support has asked us if we can try getting the latest patch version of the User client (Patch 006) and see if this is an issue with that client. The error occurs if using the Remedy User client from citrix and if you are attempting to attach a file located on your Client C: drive (or C dollar on Client(C:)) The only workaround we found was to put the file you are attaching on a network drive or change it to use the UNC path (ie. your machine name and then c dollar). Out of curiosity, what patch level is your User client on Citrix if you are noticing this error from Citrix? Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *SUBSCRIBE arslist Melissa* Sent:* Tuesday, February 19, 2008 12:48 PM* To:* [EMAIL PROTECTED] Subject:* Parameter is Incorrect error message ** Has anyone seen Parameter is Incorrect when trying to add an attachment to work info? I have had several users on and off complaining of this error. We are using ARS 7.02 and ITSM 7.02. Thanks! Melissa __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __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: Email Engine not authenticating
Ah, then I think you're looking for the Application Service password field on the Connection Settings tab of the Server Information dialog in the admin tool. Maybe? Mike On 2/12/08, Moore, Chris [EMAIL PROTECTED] wrote: Thanks Mike! The problem is that we don't remember the Application Service password that it's looking for. We need to re-set that, not the one we gave the email engine. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Tuesday, February 12, 2008 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine not authenticating I set the mid-tier to be the same as the email engine, but they don't have to be the same. You can use this line as a batch file (or shell script) to reset the password in the emaildaemon.properties file: java -cp emaildaemon.jar;arapi70.jar;arutil70.jar;activation.jar;mail.jar;imap.ja r;smtp.jar;pop3.jar com.remedy.arsys.emaildaemon.EmailDaemon -s your server name -p the password you want Oh, and run this from inside the email engine installation folder. Mike On 2/12/08, Moore, Chris [EMAIL PROTECTED] wrote: ** Hey everyone- I know this is an easy one but I can't remember how to change it. We apparently gave a bad password when installing the email engine when it asked for the Application Service password. No one seems to be sure what it was either. Checking connection to server: dev001 ... ERROR (623): Authentication failed; ERROR (623): Authentication failed; at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown Source) at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown Source) at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source) at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser(EmailUtil.java:45 8) at com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:908) at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine(EmailDaemon.java :603) at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:313) Cannot connect. Feb 12, 2008 2:28:14 PM com.bmc.arsys.emaildaemon.LoggingModule doWork SEVERE: Authentication failed How can I reset it? I assume it's the same that the mid-tier uses? ARS 7.1 Oracle 10g DB RHEL Thanks, Chris __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 ___ 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: Blank Plain Text Body on the incoming Email with HTML format
I just sent you the jar off list. Mike On 2/12/08, Andrew Fremont [EMAIL PROTECTED] wrote: ** Thank Mike, Can you send me the patch 21 whenever you have a chance? AF On Feb 12, 2008 12:01 PM, Mike Wallick [EMAIL PROTECTED] wrote: I had a very similar issue with 6.3 patch 21 (I've since upgraded to 7.0.1). My issue was that plain text emails with attachments had their bodies stripped once the email was submitted into the AR System Email Messages form. If I sent an HTML email from my gmail account (with an attachment), the html body field was populated in the AR System Email Messages form, but the plain text body was not. Also, with my gmail account, emails without attachments were processed correctly. I don't know if the fix has been rolled up into a newer patch for 6.3, but the workaround I used (was told to use by BMC, rather) was to replace the patch 21 emaildaemon.jar file with the patch 16 emaildaemon.jar file (I went from patch 16 to 21). That fixed the problem temporarily. I was later provided a special patch 21 emaildaemon.jar file, which functioned correctly. If you'd like I could probably dig up the special patch 21 emaildaemon.jar file that was provided to me. I think I still have it somewhere. Mike On 2/12/08, Rick Cook [EMAIL PROTECTED] wrote: ** Perhaps a setting on your mail server (or your Remedy email user) changed, and bouncing the server caused that change to take effect. Rick On Feb 12, 2008 11:14 AM, Andrew Fremont [EMAIL PROTECTED] wrote: ** Hi All, Our AR Email engine worked fine for years on all types of email format as such Plain Tex, HTML..., but after recent rebooting the server, all of a sudden the Plain Text Body field on the incoming AR System Email Messages is empty... there are text on the HTML Body. I just wondering what went wrong... There is no change in the email configurations. This issue only happen to the HTML format, there is no problem when the incoming email in with the plain text. Any idea what could have caused this problem? AR Server/ Email Engine 6.3 with patch 20 MS SQL 2000 AF __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 __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 Engine not authenticating
I set the mid-tier to be the same as the email engine, but they don't have to be the same. You can use this line as a batch file (or shell script) to reset the password in the emaildaemon.properties file: java -cp emaildaemon.jar;arapi70.jar;arutil70.jar;activation.jar;mail.jar;imap.jar;smtp.jar;pop3.jar com.remedy.arsys.emaildaemon.EmailDaemon -s your server name -p the password you want Oh, and run this from inside the email engine installation folder. Mike On 2/12/08, Moore, Chris [EMAIL PROTECTED] wrote: ** Hey everyone- I know this is an easy one but I can't remember how to change it. We apparently gave a bad password when installing the email engine when it asked for the Application Service password. No one seems to be sure what it was either. Checking connection to server: dev001 ... ERROR (623): Authentication failed; ERROR (623): Authentication failed; at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown Source) at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown Source) at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source) at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser(EmailUtil.java:458) at com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:908) at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine(EmailDaemon.java:603) at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:313) Cannot connect. Feb 12, 2008 2:28:14 PM com.bmc.arsys.emaildaemon.LoggingModule doWork SEVERE: Authentication failed How can I reset it? I assume it's the same that the mid-tier uses? ARS 7.1 Oracle 10g DB RHEL Thanks, Chris __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: Blank Plain Text Body on the incoming Email with HTML format
Oh, if you want to call support and ask about it, all this should be documented on ISS03096589. Mike On 2/12/08, Mike Wallick [EMAIL PROTECTED] wrote: I had a very similar issue with 6.3 patch 21 (I've since upgraded to 7.0.1). My issue was that plain text emails with attachments had their bodies stripped once the email was submitted into the AR System Email Messages form. If I sent an HTML email from my gmail account (with an attachment), the html body field was populated in the AR System Email Messages form, but the plain text body was not. Also, with my gmail account, emails without attachments were processed correctly. I don't know if the fix has been rolled up into a newer patch for 6.3, but the workaround I used (was told to use by BMC, rather) was to replace the patch 21 emaildaemon.jar file with the patch 16 emaildaemon.jar file (I went from patch 16 to 21). That fixed the problem temporarily. I was later provided a special patch 21 emaildaemon.jar file, which functioned correctly. If you'd like I could probably dig up the special patch 21 emaildaemon.jar file that was provided to me. I think I still have it somewhere. Mike On 2/12/08, Rick Cook [EMAIL PROTECTED] wrote: ** Perhaps a setting on your mail server (or your Remedy email user) changed, and bouncing the server caused that change to take effect. Rick On Feb 12, 2008 11:14 AM, Andrew Fremont [EMAIL PROTECTED] wrote: ** Hi All, Our AR Email engine worked fine for years on all types of email format as such Plain Tex, HTML..., but after recent rebooting the server, all of a sudden the Plain Text Body field on the incoming AR System Email Messages is empty... there are text on the HTML Body. I just wondering what went wrong... There is no change in the email configurations. This issue only happen to the HTML format, there is no problem when the incoming email in with the plain text. Any idea what could have caused this problem? AR Server/ Email Engine 6.3 with patch 20 MS SQL 2000 AF __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: Blank Plain Text Body on the incoming Email with HTML format
I had a very similar issue with 6.3 patch 21 (I've since upgraded to 7.0.1). My issue was that plain text emails with attachments had their bodies stripped once the email was submitted into the AR System Email Messages form. If I sent an HTML email from my gmail account (with an attachment), the html body field was populated in the AR System Email Messages form, but the plain text body was not. Also, with my gmail account, emails without attachments were processed correctly. I don't know if the fix has been rolled up into a newer patch for 6.3, but the workaround I used (was told to use by BMC, rather) was to replace the patch 21 emaildaemon.jar file with the patch 16 emaildaemon.jar file (I went from patch 16 to 21). That fixed the problem temporarily. I was later provided a special patch 21 emaildaemon.jar file, which functioned correctly. If you'd like I could probably dig up the special patch 21 emaildaemon.jar file that was provided to me. I think I still have it somewhere. Mike On 2/12/08, Rick Cook [EMAIL PROTECTED] wrote: ** Perhaps a setting on your mail server (or your Remedy email user) changed, and bouncing the server caused that change to take effect. Rick On Feb 12, 2008 11:14 AM, Andrew Fremont [EMAIL PROTECTED] wrote: ** Hi All, Our AR Email engine worked fine for years on all types of email format as such Plain Tex, HTML..., but after recent rebooting the server, all of a sudden the Plain Text Body field on the incoming AR System Email Messages is empty... there are text on the HTML Body. I just wondering what went wrong... There is no change in the email configurations. This issue only happen to the HTML format, there is no problem when the incoming email in with the plain text. Any idea what could have caused this problem? AR Server/ Email Engine 6.3 with patch 20 MS SQL 2000 AF __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: Replicating production to report server
We do this (not for every form, however). There are a subset of forms that we replicate to another SQL server using standard SQL server replication for reporting and the like. We don't run ITSM, but we do run Customer Support and several other home-grown apps. For example, we don't need reporting (currently, anyway) for the entire support app, so we just replicate SHARE:Company, SHARE:Account, SPRT:Product_Owned, SHARE:Person, SHARE:Contact_base, SHARE:Employee_base, and SPRT:Issue. This seems to work well, SQL server doesn't seem to care about the Request ID field, just as long as it's tagged as a primary key column. Performance doesn't seem to be an issue (CS seems to be inherently slow anyway). Again, this works well for us, but we're not even close to replicating every form from the Remedy server. ARS 7.0.1 p6 SQL Server 2000 (ARSystem) SQL Server 2005 (replica/data warehouse server) Windows 2003 Mike On 2/11/08, Fossett, Darrel [EMAIL PROTECTED] wrote: Some in our company want to use database replication to copy production to a report server. This means that we would have two separate instances of remedy on separate databases. I went through a little work of trying this a while back but we had trouble with performance and the database replication did not like the Request Id field as the unique identifier. I don't remember the specifics it has been a little while back. We need to have both servers up at all times for reporting needs and live production system. Has anybody ever done something like this? If so what platform and apps did you use to do the transfer? I just want to make sure that someone has done this before so that I know that it can be done. Darrel This email may contain material that is confidential, privileged, and/or attorney work product for the sole use of the intended recipient. Any review, reliance, or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies. ___ 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: mid-tier logs- ARERR 623
Did you set the application password for the ar server in the mid-tier config? On 1/18/08, Moore, Chris [EMAIL PROTECTED] wrote: ** Hey everyone- this is the log from our mid-tier where no user ID can log in. It looks like there is a problem getting the preferences from the preference server. I tied setting the preference server to null, but that didn't work either. Anyone have any ideas? Thanks, Chris Jan 18, 2008 3:02:20 PM - WARNING (com.remedy.log.SESSION) : Error loading preference from server dev001.groupz.net for the user [EMAIL PROTECTED] ARERR [623] Authentication failed at com.remedy.arsys.stubs.ServerLogin.init(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.get(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.loadFromServer(Unknown Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.addConfiguredPreferences(Unknown Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.init(Unknown Source) at com.remedy.arsys.goat.preferences.ARUserPreferences.getUserPreferences(Unknown Source) at com.remedy.arsys.stubs.SessionData.init(Unknown Source) at com.remedy.arsys.stubs.SessionData.init(Unknown Source) at com.remedy.arsys.session.Login.initSessions(Unknown Source) at com.remedy.arsys.session.Login.establishSession(Unknown Source) at com.remedy.arsys.session.Login.establishSession(Unknown Source) at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source) at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:689) at javax.servlet.http.HttpServlet.service(HttpServlet.java:802) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:252) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:173) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:213) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:178) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:126) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:105) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:107) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:148) at org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:199) at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:282) at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:754) at org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:684) at org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.java:876) at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:684) at java.lang.Thread.run(Unknown Source) Caused by: ERROR (623): Authentication failed; at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown Source) at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown Source) at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source) ... 32 more Jan 18, 2008 3:02:20 PM - WARNING (com.remedy.log.SERVLET) : Caught GoatException ARERR [623] Authentication failed at com.remedy.arsys.stubs.ServerLogin.init(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.get(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source) at com.remedy.arsys.share.ServerInfo.get(Unknown Source) at com.remedy.arsys.stubs.HomeServlet.getHomeForm(Unknown Source) at com.remedy.arsys.stubs.HomeServlet.doRequest(Unknown Source) at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source) at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:689) at javax.servlet.http.HttpServlet.service(HttpServlet.java:802) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:252) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:173) at
Re: ARERR 8939 - Plugin server not responding
Also FWIW... I'm working with BMC on a very similar issue (different OS), only arplugin isn't working on one server in a two node group (it works just fine on the other node, running via armonitor). Removing arplugin from armonitor.cfg and running the plugin server manually in a dos box works flawlessly (as long as the console stays logged in) :) ARS 7.0.1 patch 6 Windows 2003 SQL Server 2000 I'll post what BMC comes up with when I get something. Perhaps that will help even though you're on a different OS. Mike On 1/11/08, David Durling [EMAIL PROTECTED] wrote: Ankur, We've had issues with arplugin still appearing in the process list, but not functioning properly until it was manually killed (armonitor restarts it automatically). The problem we see is with AREA authentication not working. I'm on an older ars I don't get error 8939, but just mentioning in case of use. ARS 6.0.1, Solaris 9, Oracle 9i, midtier same box David Durling University of Georgia Hi All, Suddenly the plugin server stopped responding on production machine. The webservice transactions are failing and sometimes 1 out of 10 records gets transfered. Arerror.log shows repeated entries of Plugin Server not responding ARERR[8939] Though plugin server is up and running. ARS: 7.01 patch 4 OS: Solaris 9 DB Oracle 9i Midtier : Windows box Plugin log also shows -FAIL entries. It shows that ARPlugin is trying to initialize but then it terminates. Let me know whats the way forward... Regards Ankur ___ David Durling 706-542-0223 Enterprise IT Services [EMAIL PROTECTED] University of Georgia ___ 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: Remedy Link for SQL Server (EIE) Function Syntax
Thanks to the both of you. The dollar signs are what took care of it. On 1/10/08, Drew Shuller [EMAIL PROTECTED] wrote: Mike, yes, try the dollar signs. Also, delete the space between your comma and the number 20. This is a WAG. Drew ___ 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: Midtier error; ARERR 9215
I've also seen this behavior when using a bookmark to go to the mid-tier.
I did find a KB article about this some months ago, and the fix is
to add this code to the bottom on login.jsp, just before the /body
tag.
%
String returnBack = (String) session.getAttribute(returnBack);
if (returnBack == null || returnBack == )
{
String target_url = /arsys/apps/ar_server/CustomerAccessInterface/;
session.setAttribute(returnBack, target_url);
}
%
where target_url is where you want the user to be taken after login.
In my case, the default is the customer access interface (Remedy
Customer support).
If you wanted the default to be the Home Page form, use
String target_url = /arsys/home;
HTH
Mike
On 10/22/07, Joe D'Souza [EMAIL PROTECTED] wrote:
**
Troy,
What is the URL you are using to log into the Mid-Tier... Is it any
different from http://MidTierServerName/arsys/home? If I
remember right this error occurs when you save the login page after it has
redirected to your favorites and you try to open your favorite.
Joe D'Souza
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Troy Sasso
Sent: Monday, October 22, 2007 3:53 PM
To: arslist@ARSLIST.ORG
Subject: Midtier error; ARERR 9215
Hello all,
AR mid-tier 7.x on Win2003, Tomcat 5.5
Users are being presented with the login screen, when they try to login,
they see ARERR 9215. The Mid-tier config tool works perfectly though.
Not a lot of reading material out there on this one. I know a lot of others
have seen this, how did you get by it?
Thanks.
Troy
__20060125___This posting was
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Re: Map http://midtierservername to a midtier URL such as http://midtierservername/arsys/home?
Either create an index.html file and set that as the default index file, or add meta http-equiv=refresh content=0;url=/arsys/home to the head/head section of iisstart.htm. Mike P.S. I don't offhand know of a way to hide the url like you mentioned in the beginning of your message. On 10/12/07, Rabi Tripathi [EMAIL PROTECTED] wrote: I have IIS 6, Tomcat 5.5.17 w This is for web server/jsp engine gurus. I have IIS 6, Tomcat 5.5.17 with Midtier 7.0.1. I tried messing with IIS's configuration so that http://midtierserver name would map to something like http://midtierservername/arsys/home, so people wouldn't have to type a long URL. Couldn't get it done. IIS's virtual mapping wants me to pick a folder to map to not a URL like above. Also, it wants an alias to map to, so even if I could get it done, looks like the URL will look like, http://midtierservername/aliasname. I see iisstart.htm file in the default directory, which contains the error message that's displayed when I type http://midtierserver. Wondering if there's any trick I can play with this file to have it redirect to http://midtierservername/arsys/home or any other midtier URL. Any thoughts? TIA. Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos more. http://mobile.yahoo.com/go?refer=1GNXIC ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS 7.01 -P4
I got the installers downloaded (Win 2K3 SP2, SQL 2000 SP4) and I _just_ got it installed on one of my dev boxes. Using a patch 4 admin tool, so far any form I open with a table field crashes the admin tool if you try and look at the field properties of the table itself. Lucky for me, I'm not planning on moving to patch 4 anytime soon (haven't even got my 6.3 to 7.0.1 upgrade done yet!). Mike On 8/22/07, Susan Palmer [EMAIL PROTECTED] wrote: ** I'm just trying to download the migrator portion and it timed-out out twice. I'm getting occasional thread errors with migrator. Susan On 8/22/07, patrick zandi [EMAIL PROTECTED] wrote: ** Anyone install this yet ? even a little, and play? Any Complaints ? ENV: Win 2003 /SP2 -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS 7.01 -P4
7.0.1 patch 4. On 8/22/07, patrick zandi [EMAIL PROTECTED] wrote: ** Against what Server.. 5.12? I have user / admintool now on my system and they seem to be working fine so far.. The result you had below.. I definately do not get. On 8/22/07, Mike Wallick [EMAIL PROTECTED] wrote: I got the installers downloaded (Win 2K3 SP2, SQL 2000 SP4) and I _just_ got it installed on one of my dev boxes. Using a patch 4 admin tool, so far any form I open with a table field crashes the admin tool if you try and look at the field properties of the table itself. Lucky for me, I'm not planning on moving to patch 4 anytime soon (haven't even got my 6.3 to 7.0.1 upgrade done yet!). Mike On 8/22/07, Susan Palmer [EMAIL PROTECTED] wrote: ** I'm just trying to download the migrator portion and it timed-out out twice. I'm getting occasional thread errors with migrator. Susan On 8/22/07, patrick zandi [EMAIL PROTECTED] wrote: ** Anyone install this yet ? even a little, and play? Any Complaints ? ENV: Win 2003 /SP2 -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Remedy AR System Web Client Survey
Same here. On 7/24/07, Shyam Attavar [EMAIL PROTECTED] wrote: ** I could not have summarized this better... Cheers, -- Shyam - Original Message - *From:* Pierson, Shawn [EMAIL PROTECTED] *Newsgroups:* gmane.comp.crm.arsystem.general *To:* arslist@ARSLIST.ORG *Sent:* Tuesday, July 24, 2007 8:17 AM *Subject:* Re: BMC Remedy AR System Web Client Survey ** David, I think you are asking the wrong questions in your survey. It's not so much that we want new features added to the products, but rather that we want stability, consistency, and ease of use. This applies to the mid tier, email, the ITSM modules, etc. It would be nice if BMC would take a break on developing new features and just make the ones they currently have work. Specific to the mid tier, I get tons of complaints about how slow it is, and statements like, It's just a website, why is it slower than any of the other web-based apps we use? Shawn Pierson -Original Message- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Easter, David *Sent:* Tuesday, July 24, 2007 10:13 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Remedy AR System Web Client Survey ** Anyone else ask that the Mail system be redone? I hope not - since the survey is about improvements or enhancements to the web client / Mid-Tier... While feedback in general on AR System is always appreciated, it would be best to limit comments within the survey to the topic being surveyed. Thanks, *David J. Easter* Product Line Manager [image: BMC Software] http://www.bmc.com/ AR System - BMC Service Management Business Unit -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Rick Cook *Sent:* Tuesday, July 24, 2007 7:23 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Remedy AR System Web Client Survey ** Anyone else ask that the Mail system be redone? I think it's time to stop tweaking it and remake it into something more flexible. It's not bad now, but it could be a lot better. *Rick* -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *John Sundberg *Sent:* Tuesday, July 24, 2007 6:13 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Remedy AR System Web Client Survey ** !true. You could slow the user tool by 75% - then the MidTier would be 90%. :) -John On 7/24/07, Jarl Grøneng [EMAIL PROTECTED] wrote: ** This statement is impossible to assume: - The web client performs at 90% the speed of the WUT for all applications - both custom and BMC out-of-the-box applications like ITSM :-) -- Jarl On 7/23/07, Easter, David [EMAIL PROTECTED] wrote: ** Hi All, I would like to get some structured feedback on the web client / Mid-Tier provided with AR System. I've created a quick survey (10 or so questions) on SurveyMonkey to gather this feedback. To take the survey, please visit the following URL: https://www.surveymonkey.com/s.aspx?sm=nefIVUt9P6Ljo9WdWKoT4A_3d_3d Some things to keep in mind when taking this survey: 1) You may take the survey multiple times if you represent multiple customers. Please be sure to provide a different company name each time if doing this. 2) These questions should not be construed as a statement of direction or strategy. Do not read more into this survey than it being just an information gathering tool. 3) Concise and civil answers are appreciated. Thank you in advance for taking the survey. Results will be shared at the end of the survey, which should run about 2 weeks. *David J. Easter* Product Line Manager [image: BMC Software] http://www.bmc.com/ AR System - BMC Service Management Business Unit __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ inline: logo_with_tag.gif
Re: BUW 2007 Track Sessions Announced
I'd personally like to see something (ANYTHING) about the Customer Support Application. Sometimes I feel like we're the only company in the world that uses CS. With all of the new v7 BMC apps that have come out in the last year or so (ITSM et al), I'm seriously wondering if CS is eventually going to be killed off. Does anyone know if BMC has any plans at all for CS? Mike On 7/20/07, Rick Cook [EMAIL PROTECTED] wrote: ** And we know from experience how bug-free and security-aware all MS software is, too! Seriously, I use MS like most people do, but what have they ever built themselves that was really successful? Pretty much all of their big moneymakers they either bought or stole from someone else. Unless they have done or will do so with ITSM, it will be a niche product at best, and they'll drop it or OS it in a few years. I know some customers who would try it over Remedy on price alone, but people who can't discern price from value aren't going to be your core customers anyway. Neither BMC nor ITSM are perfect, but an application suite that uses the ITIL framework to allow IT to show the business how to spend it's money more wisely is the only thing that will cause IT depts to grow in relevance, and change the perception that they are only a necessary evil, instead of the proactive, revenue-producing units that they can - and should - be. To get back on topic, I think a session or two to show how ITSM 7 can be adapted to meet non-standard needs might be a welcome thing. Rick On 7/20/07, Jarl Grøneng [EMAIL PROTECTED] wrote: One of the benefit with the MS System Center is the tighter integration with biztalk and sharepoint. And of cource; much better user interface! -- Jarl On 7/20/07, Pierson, Shawn [EMAIL PROTECTED] wrote: ** I would add that a big problem with this is that ITSM 7 is extremely buggy, harder to use than previous versions, and extremely expensive. AR System development is what kept Remedy alive, and by de-emphasizing the strong point of Remedy, I see AR System and ITSM usage declining in the future. I have heard from a lot of people that their management is looking forward to the ITSM release from Microsoft because they think it will be more integrated with other systems. While I think the Microsoft product is not going to be that good in the first release, it will improve, and if BMC does not improve the quality of ITSM and go back to selling AR System itself as a major product, Microsoft will put them out of the IT service management business. Shawn -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Rick Cook Sent: Thursday, July 19, 2007 7:18 PM To: arslist@ARSLIST.ORG Subject: Re: BUW 2007 Track Sessions Announced ** I think that Susan has a point, and to make a more specific observation, the de-emphasis of the AR System as a development platform, making BMC's defacto focus on it just being a willing and able container for the ITSM/CMDB, has led to less custom work going on these days. This in turn leads to fewer people able to talk about innovative things they're doing, because it's increasingly out of the mainstream that it once would have been in the middle of. Not to say that there isn't custom work, it's just that privacy concerns are probably keeping most govt. apps private, and most private entities are going ITIL/ITSM these days, because that's all that BMC sells to them. Not necessarily blaming BMC for that, just saying that this is a foreseeable byproduct of their product direction, exacerbated by the fact that many of us are neck deep in trying to figure out what the BMC was thinking in some of the feature decisions with ITSM. Maybe THAT would be a good breakout - Gap analysis between ITSM 7.0.2 delivered functionality and what customers are actually wanting it to do, both raising awareness for prospective customers and giving some ideas for bridging those gaps for both future and present deployers of the apps. Rick On 7/19/07, Susan Palmer [EMAIL PROTECTED] wrote: ** David, Maybe there is an unspoken message that bmc should be listening too. There generally is no lack of submissions by non-host presenters. Since the advent of the various version 7 products there has been an aura around Remedy that is disconcerting to some degree. Last year we gathered over a 100 topics of interest. This year few if any topics were suggested here. That in itself is very unusual. Thoughts to mull over Susan On 7/19/07, Easter, David [EMAIL PROTECTED] wrote: ** I, too, was disappointed with the dearth of non-BMC presenters. We too were disappointed in the number of customer submissions. If
Re: SQL help
You might also try giving the count(*) a name so there is a column to reference. e.g. SELECT COUNT(*) AS Total FROM Session_Tracking WHERE Incident_ID = Incident_Number IS NOT NULL AND PassOffReason IS NOT NULL Just a thought. Mike On 7/19/07, Joe D'Souza [EMAIL PROTECTED] wrote: ** Try SELECT COUNT(*) FROM Session_Tracking WHERE Incident_ID = Incident_Number IS NOT NULL AND PassOffReason IS NOT NULL Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of McManus Michael A SSgt HQ 754 ELSG/DOMH Sent: Thursday, July 19, 2007 4:47 PM To: arslist@ARSLIST.ORG Subject: SQL help ** So I stink and SQL and I imagine it's a syntax error so I figured I'd check here. We have a field on our incident form that tracks the total number of passoffs a ticket goes through. Currently it's not working so I'm trying to make it happen. Here's the SQL I'm trying to use. SELECT COUNT(*) FROM Session_Tracking WHERE Incident_ID = '$Incident_Number$' AND PassOffReason NULL Session Tracking gets incident info pushed to it every time a ticket is modified. If a passoff occurs, the user is forced to select a reason. So I figured, if I count all the tickets where the ID matches the current ticket, and there is a value in that field, then I can set that field to SQL result set $1$ and it should work. I made a test ticket and created a couple sessions, 4 I think, and 2 of them have a value in the PassOffReason field, but when the active link runs, it sets that field to 0. Any ideas? We're on 5.1.2. SQL 2K Win 2K3 Thanks, Michael A. McManus, SSgt, USAF Remedy Developer HQ 754 ELSG/DOMH DSN: 596-6478 / Comm: 334-416-6478 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Providing Read/Write Access Without Buying Licenses? I Doubt It
It's responses like these that make this list such a priceless tool for a relatively young ARS admin (18 months). You guys rock. Mike On 7/18/07, Timothy Powell [EMAIL PROTECTED] wrote: That's the way it is in the ITSM suites (at least pre-7.0...I haven't seen the 7.0 inner workings yet). A filter sets the Submitter to the Requester's login name. Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head Sent: Wednesday, July 18, 2007 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: Providing Read/Write Access Without Buying Licenses? I Doubt It Or another 'option' they might suggest is to provide an option on submit of 'who do you want this submitted as'then create all of the records as that user ID...remember the submitter doesn't need to be $USER$...it can be any user you want...I think that would fit all of the requirements to make it user maintainable and not cost any more licenses and stay within the BMC model -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Wednesday, July 18, 2007 1:46 PM To: arslist@ARSLIST.ORG Subject: Providing Read/Write Access Without Buying Licenses? I Doubt It Here's an interesting for for y'all. We have a very good and fairly long relationship with a BMC partner that we use for consulting/development/purchasing and, when the time comes in November or so, we will also be using them for support instead of BMC. First, a little background. We use Remedy Customer Support 5.6 with a not-too-customized version of the Customer Access Interface deployed through the mid-tier. The submitter mode on the AR server is locked, so that customers with account using read licenses can submit and work their own tickets through the web. However, we have many customers that insist on using the phone for the initial submission of an issue, and then want to work the ticket from then on through the web. You see where I'm going with this? The customer can't update tickets via the web if they were not the submitter, unless they have a fixed or floating license. Floating licenses are expensive, so we've been reluctant to go down that road. Our VP of support doesn't like the BMC partner that we've been using nearly full time for the past two years (they're GREAT, BTW), so now this VP is bringing in another consulting firm who claims that for $6400, they will solve the customer access interface licensing problem without purchasing any new licenses from BMC and also in a BMC approved manner. I call B.S. First, I find it hard to believe that BMC would allow some sort of scheme where you can get away with not buying licenses and still give your customer base read/write access to their tickets. Second, how else would one run a server in locked submitter mode, while still allowing customers to modify their tickets even if the ticket was submitted on their behalf by a tech support agent? The first thing that comes to mind would be to have a trigger or scheduled job or something at the database level change the submitter column to the customer's login name on insert of a new record. I seriously doubt that's a BMC approved solution. Perhaps this firm is going to suggest something like having the customer's log in but all the actual interaction with ARS will be proxied through a single user with a fixed license and all the necessary permissions. But even that seems like something that BMC might balk at. Thanks. Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Table Field Columns Not Visible
I've also seen this when using the v7 user tool. Since that version allows users to specify table field preferences (like showing/hiding table columns), I've noticed that when I add columns to a table field and then open that form in a v7 user tool, I have to add the column by right-clicking on the table, choosing preferences, add column, etc. However, since you're using WF to show/hide these columns, that's probably not the issue. Again, if you're using a v7 user tool, you could try resetting the table (right click on the table, choose preferences, reset. That will reset any client-side table field preferences. Just a thought. Mike On 6/25/07, Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED] wrote: Interesting. You said that you did check permissions on each of the columns, right? Did you check to make sure that the entries in the Group form were in production too? I've noticed before that whenever importing, it will sometimes import the permission on the field even if I've not yet created the group yet. Also, bear in mind, that if you copy/paste a table from one form to another (for instance from dev to prod) that the field IDs on the columns in the table are not retained. They will be assigned new column ids, so if you rely on WF to make the columns visible, this might be an issue as well. The things I would check: Permissions on each column Groups in the group form for the permissions If I'm relying on WF to make columns visible, make sure there is no issue with field IDs on the columns Delete all cached views (arv and arf) for that form Check on the table properties tab to make sure that the column widths didn't some how get messed up I'm wondering if its not an issue with groups, since it works on dev but not production. I've had this exact issue before with some fields on dev showing up, but then they didn't show up on prod. HTH -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen Sent: Monday, June 25, 2007 9:24 AM To: arslist@ARSLIST.ORG Subject: Table Field Columns Not Visible List, I hope you can help. This issue is on the production server. On the main (home) display-only form a table field that is used to display tickets is not displaying all columns. They all appear on the development server but not on the production server. I have exported/imported the .def file for the form from dev to prod several times but the columns still do not appear. If it wasn't the main/home form I would delete it then reimport the .def. On one of the columns I removed the permissions, then added permissions, then saved the form. That column now no longer appears in the table field. It seems like something is corrupt. I even tried adding every permission and also issuing a Change Field action to force the column Visible (it is not marked as Hidden in the .def). Help! Production: ARS 6.3 p16 Windows 2003 SQL 2000 Development: ARS 6.3 p21 Windows 2003 SQL 2000 Stephen ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: SURVEY: Friday survey - server demographics
Same here. Our firewall doesn't allow HTTP traffic on anything but port 80. On 6/22/07, patrick zandi [EMAIL PROTECTED] wrote: ** looks like for me it is a Blocked port. sorry.. not the hardware at all.. On 6/22/07, patrick zandi [EMAIL PROTECTED] wrote: who did your hardware spec's... I think you have been DOS'd. by the list. On 6/22/07, John Sundberg [EMAIL PROTECTED] wrote: ** I am cranking up the survey machine again. This survey is for server demographics - I thought it would be fun to see where people are with their ARSystems. If you have any questions/concerns - please email me directly. I will make the survey findings available shortly. Also - if you have a request for future surveys - please email me directly with what you would like me to put together. Server Demographics Survey Thanks, -John -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT: Did you know you need bmc permission to switch support providers?
We actually tried to change our support over to a BMC partner last December or so (within the 90 day blackout window, unbeknownst to us). Our VP of IT ended up on a conference call with some number of BMC people and some number of people from the partner we've been working with. During the course of the call, the BMC people (don't know if they were sales or support or what) spent most of the time disparaging the partner reps. Name-calling, shouting them down. It was unbelievable that BMC was treating a PARTNER in this manner. Their conduct was atrocious and unprofessional, to say the least. Now that we know about the 90 day rule, we will definitely be switching our support over to the BMC partner as soon as that time comes. On 6/20/07, Wacholz, Jeanette (Jenni) [EMAIL PROTECTED] wrote: ** Forgive my attempt at logic here, but why are support people leaving messages asking for a callback if there is now a policy that does not allow callbacks? Are they unaware of this new policy? Gee, maybe they could provide a secret code in their voicemails that would allow actual requested callbacks to get through? You know, to weed out the customers who might fib about getting a callback message just to try to get help with their issues. Sorry about the sarcasm. But I'm another customer who remembers the golden era of Cecil Lawson. And this is not meant to attack any of those great support people at BMC who bend over backwards trying to help us. Good luck with attempt #3, Susan!! Jenni Wacholz Remedy Administration Coventry Health Care Inc 480-445-2517 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Wednesday, June 20, 2007 5:00 PM To: arslist@ARSLIST.ORG Subject: Re: OT: Did you know you need bmc permission to switch support providers? ** Exactly. The point is, we know we need official support and if a partner offers that then we have official support. Of course we want not only support but upgrades that will going forward cause us to have grey hair if any is left after the upgrade. It seems to me in the past I've always been pushed off to a partner to buy licenses, which turned out good since you get a discount. I didn't need permission to do it, I was basically ordered to do it. I was waiting for f/u on the ticket I put in yesterday. I got received a voicemail from one of the support people to call back. Heaven forbid but I left my desk for 5 minutes. I called back and got a very sweet message taker. When I said I was asked to call back and I should be able to get through, she said no one gets through now. They found the support people were being bombarded all days with calls and it was hard to get work done. Well seems like there is something very wrong there. Too many calls, means too many tickets, means not enough people to handle the load. It's only going to get worse as more people move to v7. I believe I've pretty well figured out what I have to do to resolve my issue. It seems in v 5.1.2 if you have an active link setting Assigned To Group (112) field with that Users groups, and then a subsequent active link using some of that info in the qualification, you used to be able to put Assigned To Group LIKE %OpsTech% and if that string was present in 112 it did or stopped whatever you wanted. Well, in v7.0.1P2 it seems that second active link now wants the actual group ID, ie 1506. When I first did the dev server upgrade we went to v7.0.1P1 and I did not see this as an issue. Went through the same testing. But P2 must have 'massaged' something. It's a pain to change everything but what can you do. The first support person said she thought she remembered something like it but couldn't find anything in the KB or defects ... so what's new. And now no further info. Next Wednesday is try #3 at upgrading from 5.1.2 to 7.0.1P2. We scaled back the upgrade to only ARS and email engine. Hopefully luck and a nearly full moon will be on my side! Susan On 6/20/07, Will Du Chene [EMAIL PROTECTED] wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Maybe I have not had enough coffee for the day (I am actually getting my first cup just now) but I am not seeing where the issue was that required this originally. What's wrong with customers leaving a provider and signing on with another? That more or less strikes me as being competition, and - in theory - it's supposed to drive the market place... David Sanders wrote: I think the reason that BMC had to agree to a change of support provider/VAR was originally to stop VARs poaching each others customers. Why this should also be required when you change from direct support to VAR first line I can't understand. David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide
