Re: UDM Job got stuck in In Progress State
Check CAI:Events From: babajan baig To: arslist@ARSLIST.ORG Sent: Friday, September 19, 2014 1:17 AM Subject: Re: UDM Job got stuck in In Progress State ** Hello Team, I just searched with Job Instance ID in DMT:SYS:SequencingEngine form, I got some results. Could anybody please suggest by seeing the snapshot how can I proceed further to handle this error? On Fri, Sep 19, 2014 at 11:37 AM, SUBSCRIBE arslist Aditya Sharma wrote: ** >Please check arerror and arcarte logs. Looks like configuration issue. > > >Sent from my BlackBerry 10 smartphone. >From: babajan baig >Sent: Friday 19 September 2014 11:33 >To: arslist@ARSLIST.ORG >Reply To: arslist@ARSLIST.ORG >Subject: UDM Job got stuck in In Progress State > >** >Hello Team, > >I tried loading the transactional data (Change ticket) using UDM, job got >stuck in "In Progress" state with out throwing any error. I see there are no >entries in Error Management also. (PFA which describes the scenario). I tried >refreshing the job many times, but no result > >Please suggest me how to fix this for getting the data loaded? > > >Thanks in Advance. >Regards, >-Babajan. _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: ticket direct URLs and login sessions
Hi Peter, Few things :) In the system generated link: http://MID_TIER:8080/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=AR_SERVER&eid=NTS00772848 the NTS00772848 stand for entry id in default request id or in the case of NTE:Notifier the Notification ID field id 1 (NTS just a prefix in the field), so &eid= stands for bring record number(entry id) NTS00772848 On the HPD:Help Desk form the Incident ID is not Entry ID which has field ID 1, so you can't use &eid= and have to use &qual= qualification instead with encoded qualification string where you refer the field by name or by db id. You got it almost right, but looks like you have ' and a space that should be encoded in your link. Try this http://MID_TIER:8080/arsys/servlet/ViewFormServlet?form=HPD:Help+Desk&server=AR_SERVER&qual=%27Incident%20ID*%2B%27%3D%22INC_NUMBER%22 Or this by field ID: http://MID_TIER:8080/arsys/servlet/ViewFormServlet?form=HPD:Help+Desk&server=AR_SERVER&qual=%27100161%27%3D%22INC_NUMBER%22 Also, check that MID_TIER server name is the same in the link and in the path when your user logged in. Could be host name in one and FQDN in the other. By the way the encoder is at http://:8080/arsys/shared/ar_url_encoder.jsp Hope this helps Nik From: "Peters, Ron" To: arslist@ARSLIST.ORG Sent: Tuesday, February 26, 2013 10:48 AM Subject: ticket direct URLs and login sessions ** Hello, We recently updated our notification templates to contain HTML direct links to incidents and changes. We disabled the default link at the beginning of all messages and created our own. An example of our INC URL is this: http://MID_TIER:8080/arsys/servlet/ViewFormServlet?form=HPD:Help+Desk&server=AR_SERVER&qual='Incident ID*%2B'%3D%22INC_NUMBER%22 This is the odd behavior and it happens in all browsers. · If a user is not logged into the mid-tier, the link requires authentication and then they’re taken directly to the Incident. Normal and as expected. · If the user (not already logged into the mid-tier) uses the direct link, logs in, accesses the ticket AND THEN (without logging out) clicks on another direct link from a different email notification (or the same), they are taken directly to that ticket without any required authentication. Normal and as expected. · If the user had already been logged into the mid-tier, the direct link in the notification still requires authentication instead of taking them directly in. Odd o If the user declines the authentication (closes the browser tab/window) and goes back to their original, already logged in session, that session has now been logged out and they have to re-authenticate (Session is invalid or has timed out. Please reload page to log in again. (ARERR 9201)). Annoying Now, I’ve done some more testing. I re-enabled the ‘Add URL’ on the notification filter that has the form of: http://MID_TIER:8080/arsys//servlet/ViewFormServlet?form=NTE%3aNotifier&server=AR_SERVER&eid=NTS00772848 (ß I don’t know what the NTS number relates to) The new notifications (in Dev) have both URL types. With this being the case, I can’t make it fail as before. I’ve also re-removed the ‘Add URL’ from the filter and it still won’t fail in that environment though our production environment is still acting odd. This feels like something has gotten cached that works for the filter URL but not for my direct one. Anyone have any idea what’s going on here? Thanks again, Ron _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: Return Function
Hi Rajkiran, The error you see is just little misleading. It checks for the managers login id as you had mentioned. The workflow expectation is that you would enter managers name manually and if it missing the managers login id the filter would tell you so, but you actually populating managers name, so no active link that populates the managers login id on enter will run on the client side to prefill it for you before the filter check. Just add a filter that would do it for you (fill the managers login id grabbing it from People form) before the check :) Hope this helps Nik From: rajkiran Alle To: arslist@ARSLIST.ORG Sent: Wednesday, January 30, 2013 11:27 AM Subject: Return Function Hi, I am creating a escalation to copy LDAP data to People form, In that process i am getting following error as i am copying ManagerName to People form without MangerLoginID. I know that this error occurs because either am not pressing the Enter after entering the Manger Name or am not copying the MangerLoginID. I do have only MangerName in my Vendor form. Is there anyway i can insert the Return Function to include in the code so that after copying the MangerName it performs the Return Function automatically? ARERR 44889 The Manager Information entered is not valid. Use the return function on the Manager's Name field to retrieve the Manager's Name and Login ID information. Thanks. ___ 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: Pulling data from multiple domains/subdomain
Hi Sonali, Try going through Global Catalog Server instead of DC :) From: Sonali Gupta To: arslist@ARSLIST.ORG Sent: Tuesday, December 11, 2012 4:42 PM Subject: Pulling data from multiple domains/subdomain ** Hi Arslist, I am looking for suggestions and ideas about implementing multiple LDAP origins in one single vendor form. My company has LDAP integration in place to pull groups for one domain, example, DomainA using vendor form, LDAP query etc. Now we want to pull groups, firewall groups, posix, netgroup etc from different sources which are on different domains and sub domains, such as DomainB or DomainA1, DomainA2 etc. One option is to use, of-course, vendor form. This option, with current implementation, forces to create multiple vendor forms for each LDAP origin. Now, we have a large number of domains and sub-domains, both current and future. Which means we will have a large number of vendor forms to maintain. This also means, every time a domain or sub-domain is created and needs to be added as a source for LDAP, we will have to create a vendor form manually. Though this is achievable it is not desirable. Instead of creating vendor form for each LDAP origin, is there a way to dynamically change the "Table Name" in Form Properties/Vendor Information/Table Name based on some other form data? -- Thank you, Sonali Gupta _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: HPD:IncidentInterface_create: making assignments
Yes, I have seen this before :) The simplest solution is to add support group, that you use in your assignment, in to CFG:Assignment and just set it offline if you don't want it to mess with your routing rules.(HPD:HII:CreateIncident_040_SetAsgmntGrpID just trying to get support group id for that group). From: Todd To: arslist@ARSLIST.ORG Sent: Friday, October 26, 2012 2:39 PM Subject: HPD:IncidentInterface_create: making assignments When attempting to submit an entry to HPD:IncidentInterface_create and set a specific Assignee Group the system thwarts the attempt with workflow that appears to erroneously not allow it. Every way you try to set an assignee group in the form there is work flow to counteract it and force it to go to the assignment engine or error. Yet the fields are available in the interface form. Search KB’s is useless. A: If you set the Assignee Group Company, Org and Group filter: HPD:HII:CreateIncident_040_SetAsgmntGrpID goes to CFG:Assignment, not what I want. B: If you set the Assigned Group ID HPD:INC:ValidateAsgGrp_048 goes to CTM:Support Group to validate the group but since Assignee Group Company, Org and Group are blank there’s no match because thq qualification is looking for them. The two filters work against each other. We are on: ARS 7.5.00 Patch 004; ITSM 7.6.0 patch 1 Any suggestions would be appreciated. ___ 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: POLL: would you like the user tool back (7.6.04)
No From: patrick zandi To: arslist@ARSLIST.ORG Sent: Tuesday, January 3, 2012 7:10 AM Subject: POLL: would you like the user tool back (7.6.04) ** Curiosity poll: Of those who have tested, or used 7.6.04 ((only)) please: Would you like to see the user tool come back? (don't need comments:: just yes or no: OR yes yes yes to show your support is allowed.. lol) yes or no: I am not saying it is going to happen: I am not giving any indication it ever will ! I know nothing:: just asking.. -- Patrick Zandi _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: Incident Management Console/Incident Ownership Process
We didn't like this as well, when migrated to ITSM 7.6 little over a year ago.
I did:
Added assignment rule for Incident Owner to be Help Desk. Could be multiple
based on your location and org structure. We have one central help desk that
answear all calls and forward/escalate incidents, so this gives access to the
ticket even when ticket not assigned to them any more. (you may already got
this step done)
Updated workflow that prepares logic for EXTERNAL command on HPD:Incident
Management Console taking out ownership portion. Since Help Desk already set as
an owner for each incident there is no need for them to see any of those and
they can search for specific incident if there is a need to update it.
Disable "HPD:COI:BuildQualification_100_Owner" active link
Update last set field action in
"HPD:COI:ConsoleView_200_PersonalAssigneeOwner-G" active link changint it from
(((
to(
When renaming/preserving the original workflow, keep in mind that both active
links are part of the guide.
This been working great for as.
"("+ $z1D TableQual02$) + ")""(("+ $z1D TableQual02$) + ")") + " OR ") + "(")
+ "'Owner Login ID'") + "=") + """$USER$""") + "))"
From: strauss
To: arslist@ARSLIST.ORG
Sent: Thursday, October 13, 2011 3:53 PM
Subject: Re: Incident Management Console/Incident Ownership Process
On point 1., design your assignment rules that set Ownership however you want;
don't accept the default behaviors.
On point 2., this was changed somewhere between ITSM 7.0 and 7.6.x to where it
is impossible to easily filter out the Ownership-only records. It is HUGE
problem for us in our 7.6.04.01 system upgraded from 7.0.03.009. Our
faculty/staff customers are organized into over a dozen Support Organizations
and Departments under a Customer Company, with distributed support units
configured as their desktop support (students are supported by the central
helpdesk). Assignment Rules set Ownership to the local support for all
Incidents for faculty/staff, even if the Incident is assigned to a central
support entity for action, since in most cases the customer expects their local
distributed support to be aware of their problem.
In the 7.0 Incident Console there was a toggle between Assigned and Ownership
that kept Ownership-only tickets hidden until you wanted to look at them;
switching back and forth was easy. No longer; this was removed by someone
without a clue when the 7.6 Incident Consoles were re-designed; when we webexed
with BMC to show them the problem, they were stunned to see over a hundred
ownership-only requests in the helpdesk consoles, where there were less than a
dozen actual assigned, open tickets. The OOTB filters are useless for
controlling this, and the custom filters are barely usable as you have to write
VERY long and complex Boolean queries (that drive the mid-tier nuts if they are
in error) and must be added by each individual on their support account.
We have had an issue open on this since before we went live but have gotten
nowhere with it. BMC wants to say that it is as designed; I say they broke the
functionality present in 7.0 and I want it back. If it is "as designed," it is
lousy design with blinders on. We are close to the point where I will be
forced to customize the consoles to restore the toggle to hide Ownership-only
records.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jeff
Sent: Thursday, October 13, 2011 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Incident Management Console/Incident Ownership Process
We are deploying ITSM 7.6.03 and primarily setting up the Incident Management
module.
One functionality that is new to us is the Incident Ownership process. We have
the assignment part working well, however, would like to tweak the incident
ownership process if possible.
Our primary service desks are set as the Help Desk tier, so they are the owners
of everything that they create and save internally or anything that they create
and assign to other support groups. All other support groups are set as Tier 1
and whenever they create a case and assign it to another Tier 1 group, the
originating group becomes the incident owner. We are looking for 1 of 2
solutions.
1. We would prefer that instead of the originating group becoming the incident
owner, the assigned group would become the incident owner. I'm not sure if this
is possible or not. If so, is there a place that this can be configured or a
certain tier that can be used (ie, going from a Tier 3 group to a Tier 2 group).
2. If this is not possible, is there a place to configure the view in the
incident console so that it only shows cases that your groups as the assignee
for and not groups you are just the owner of? In the application preferences,
t
Re: Incidents do not always create a corresponding request
z1D_Action = "CREATE" Flag_Create_Request = "Yes" Created_From_flag = "Incident" From: "Boyd, Rebecca" To: arslist@ARSLIST.ORG Sent: Tuesday, July 19, 2011 11:52 AM Subject: Incidents do not always create a corresponding request ** SRM 7.6 ITSM 7.5 We recently installed SRM 7.6 on ITSM 7.5. All of the requests are creating incidents. However, not all of the incidents are creating requests. The incidents which do not create requests are submitted via email. The emails still generate incidents, but not corresponding requests. My latest theory is that something gets hung up at HPD:IncidentInterfaceCreate. I assumed HPD:Help Desk should create the request, but maybe it’s HPD:IncidentInterfaceCreate which should create the Request? I say this because I have some records stuck in IncidentInterfaceCreate. I thought once this form processed a record Remedy deleted it. Under SRMS Integration Fields, everything is blank except for the SRMS Registry Instance ID. It appears to be the correct value & I’m not passing it, so Remedy must be doing something here. I can even create an incident by submitting directly to IncidentInterfaceCreate, but it still never creates a corresponding Request. I think if I can figure out what IncidentInterfaceCreate needs, I’ll solve the email issue. So I think. -- Rebecca Boyd Application Administrator Wake Forest University _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: midtier itsm screen load times average time
We are still on ARS 7.5 patch7, ITSM 7.6.0 p1 with best practice views and web only users. The Incident Management Console takes 2 seconds or less to load and about 2 seconds to open individual ticket. I noticed that the IM Console takes twice longer to load in Remedy User . Have you go through Performance Tuning for BSM to tweak MT? From: "Chowdhury, Tauf" To: arslist@ARSLIST.ORG Sent: Sun, June 19, 2011 5:52:47 AM Subject: Re: midtier itsm screen load times average time ** We're on 7.6.04 and seeing similar times but we are on Classic View so it you can add a second for the redirect. The consoles really depend on how many requests are in the queue upon loading and what the default filter settings are. Ours are set to not show closed requests and then it's really up to the user. -Original Message- From: Action Request System discussion list(ARSList) on behalf of patchsk Sent: Sat 6/18/2011 7:53 PM To: arslist@ARSLIST.ORG Subject: midtier itsm screen load times average time We are on ITSM 7.6.03. We are seeing on the web New Incident, Search Incident, New Change, Search Change screens on average are taking 4 sec, this is after a complete midtier caching and user browser caching ( user already opened the screens few times before we take the time measurement). Incident Console, Change Consoles are taking 8 sec to load. Can others using ITSM 7/7.6.03/7.6.04 provide average times that they are seeing in their system. So that I can see if our performance is too slow or this is what others also seeing. I went through the BMC benchmark manual, but I am more interested to here from real users. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" 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 delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _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: Enconding issue
Hi Mauro, You have to encode all special characters and spaces. The ARURLEncoder tool is at: http:///arsys/shared/ar_url_encoder.jsp And your link should look like: http:///arsys/servlet/ViewFormServlet?form=HPD%3AHelp+Desk&server=&qual=%27100161%27%3D%22INC0034%22 or like this: http:///arsys/servlet/ViewFormServlet?form=HPD%3AHelp+Desk&server=&qual=%27Incident%20ID*%2B%27%3D%22INC0034%22 From: Mauro Monteiro To: arslist@ARSLIST.ORG Sent: Wed, June 15, 2011 7:38:24 PM Subject: Enconding issue ** Hello All, I am fancing some issues to access some Incidents through URL. I mean, I want to access incident management application directly using the URL like: http:///arsys/servlet/ViewFormServlet?form=HPD:Help Desk&server=&qual='100161'="INC0034" In fact, the URL above works fine but when I encode it like (I highlighted the issue): http:///arsys/servlet/ViewFormServlet?form=HPD:Help Desk&server=&qual='100161'="INC0034" Remedy does seem to recognize it. Does Remedy suppose to recognise it? Is there another way to access it? Do I use & instead f &? Mauro _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: Canned packages that extend BMC Remedy
BOMGAR Chat and allowes to initiate a support session from the BMC Remedy interface and, at the end of the session, update the incident with the following information: 1. Chat Transcript 2. System Information 3. Session Notes 4. Exit Surveys From: John Sundberg To: arslist@ARSLIST.ORG Sent: Wed, May 25, 2011 8:59:45 AM Subject: Canned packages that extend BMC Remedy ** I am compiling a list of the products that are built on Remedy or extend Remedy. If you are a vendor that has products that extend Remedy please contact me directly (john.sundb...@kineticdata.com) And by products - I mean software that is sold to other companies -- not an internal "big system". Examples: Aeroprise Buoyant Solutions - ESS@Work Column Technologies - Case Management Kinetic Data - Kinetic (I know of these) MobileReach MyEService - Chat for Remedy SMI Telecoms -- Telecom OSS Others??? Thanks, -John -- John Sundberg Kinetic Data, Inc. "Building a Better Service Experience" Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com _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: Restrict dataset permissions
Hi William.
I was laughing when I saw this behavior in Best Practice View a whille back. We
do have bounch different datasets for data from different sources where it gets
reconcieled in to "gold" dataset and I had same issue. It looks like they just
forgat to validate users defauilt dataset, they do set global field with it but
never check for it.
I just had to modify Active Link
HPD:INC:ViewHPDCI_100_Open
adding in to Qualification of Action two (Open Vindow) adding:
AND ('Data Set Id' = $zTmpGlobalDataSetID$)
so the Qualification looks like:
Hope this helps
('Reconciliation Identity' = $HPD_CI_ReconID$) AND ('Data Set Id' =
$zTmpGlobalDataSetID$)
From: William Rentfrow
To: arslist@ARSLIST.ORG
Sent: Thu, May 5, 2011 8:52:10 AM
Subject: Restrict dataset permissions
**
This is CMDB 7.6.03 –
Is there an easy way to restrict a staging dataset used to import/reconcile
data
to the BMC.Asset dataset so users do not see it?
We have discovered a number of instances where workflow will randomly grab the
“first matching” asset in BMC.CORE.ComputerSystem (and other classes) without
regard to evaluating which dataset it came from.
If we do this we still want the data available to all users when it goes to the
“gold” dataset.
We could just purge the data but purging out the staging data results in
problems later on. For example, if we have an asset in the staging dataset it
gets a recon ID. Apparently this recon ID is used to associate some things
(e.g., Business Services to assets) and purging the data and re-importing it
later breaks this.
William Rentfrow
Principal Consultant, StrataCom
www.stratacominc.com
715-410-8056 (C)
Personal Blog: www.williamrentfrow.com
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Re: Caught Ecception Error
Try cleaning preference record for specific user that having a problem on AR System User Preference form. From: Ramagiri To: arslist@ARSLIST.ORG Sent: Thu, November 12, 2009 12:55:57 PM Subject: Re: Caught Ecception Error ** In think only in one machine . ___ RAVI CHANDRA . RAMAGIRI Infrastructure Management Services Team System Administrator (O) +91 40 44556600 (351) (C) +91 9985794493 (V) 847-879-4995 Ext:- 351 * ravi.ramag...@gssamerica.com From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Friday, November 13, 2009 1:13 AM To: arslist@ARSLIST.ORG Subject: Re: Caught Ecception Error ** Does this happen on all machines that try or just one? From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramagiri Sent: Thursday, November 12, 2009 11:33 AM To: arslist@ARSLIST.ORG Subject: Caught Ecception Error ** Hi All , Please can anybody explain why this error will get while we try to login with IE or Fire Fox browser. I have did what LJ and Begosh, Kevin told me to do but still this error occurs. I flush the cache of mid tier and disable the “ persistence cache mode “. Is this the problem with the browser or any thing else. RAVI CHANDRA . RAMAGIRI Infrastructure Management Services Team System Administrator (O) +91 40 44556600 (351) (C) +91 9985794493 (V) 847-879-4995 Ext:- 351 * ravi.ramag...@gssamerica.com GSS America InfoTech Ltd., A SEI-CMMI Level 3 certified company Third Floor, Block ‘B’, Cyber Gateway, HITEC City, Hyderabad - 500 081. AP. India www.gssamerica.com __ Information from ESET NOD32 Antivirus, version of virus signature database 4601 (20091112) __ The message was checked by ESET NOD32 Antivirus. http://www.eset.com _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"
