Re: Modify key is missing in the incoming email -- Email based Change approvals

[Parekar, Rahul]

What is the email client that you are using to approve? If you are using Lotus 
notes or Web then there is a known issue.

Regards,
Rahul

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jennifer Varkey
Sent: Wednesday, 26 February 2014 4:13 PM
To: arslist@ARSLIST.ORG
Subject: Modify key is missing in the incoming email -- Email based Change 
approvals

**
This is regarding Email Based Change approvals, on ITSM/ARS 8.1
We are following the following document;

https://communities.bmc.com/community/bmcdn/bmc_it_service_support/change_process_management/blog/2013/12/17/the-pulse-email-based-approvals



and we observed that the modify-key is missing in the incoming email; (in the 
Email Messages Form)

After the user clicks on the Approve, it opens an email for the configured 
mailbox user with the respective subject.

We just send this email without modifying the text.


Since there is no modify-key, it generates the below error;


Message Number: 4935
Message Text: The modify key is missing from the incoming modify action email 
message, unable to execute Instructions.


Please do advise, if there is something missing;


Kind Regards,
Sonia
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Re: Create a new Incident on any email

[Parekar, Rahul]

Hi Andrey,

Yes it is very much possible to create incident via email. For this you need to 
write a workflow on AR System Email Messages form. Create a staging form and 
push the data from AR System Email Messages form to this staging form.
Once data reaches to staging form validate the User via CTM:People form and 
then push the data to HPD:IncidentInterface_Create. There is OOB workflow which 
will push data from HPD:IncidentInterface_Create to HPD:Help Desk form.
The flow of incident creation would be like this-

AR System Email Messages-->Staging form-->User validation via CTM:People 
form--> HPD:IncidentInterface_Create-->HPD:Help Desk

Regards,
Rahul

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrey Blednykh
Sent: Tuesday, 3 December 2013 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Create a new Incident on any email

**

Hello, friends,

I work with BMC Remedy 7.6.04 (ITSM) and I want to change the standart workflow 
of working Email Enging. Can I create a new Incident on any email without 
analyzing body? In this case, the body of the letter is Detailed Description of 
the incident and submitter is owner of the email from CTM:People. Where and How 
can I do this?

Thanks in advance,
Andrey.
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Re: plug-in BMC.FILTERAPI.NORM.ENGINE timeout ARERR 9940

[Parekar, Rahul]

There seems to be some issue in ne plugin. You should enable NE plugin debug 
logs and restart the ne plugin. That debug logs might give some clue for an 
error.

Regards,
Rahul

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar Valse
Sent: Wednesday, 19 June 2013 11:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: plug-in BMC.FILTERAPI.NORM.ENGINE timeout ARERR 9940

**
I dont see any error in pluginserver logs.Plugin seems to be running.
I see some errors in filter logs as well

  
 /* Tue Jun 18 2013 15:31:37.0100 */  Checking "DMT:DJS:ChkStepCompleted" (70)
  
--> Passed -- perform actions
  
 0: Set Fields
  
-WFFAPIFAIL
  
   
Application-Invoke-External-Filter bmc.cmdb.cmdbEngine PHASE=1 CLIENTTYPE=30
  
   Exit code: 1  Value:
  
   Time-out during plug-in call--the 
request has been accepted by the plug-in server, but the plug-in has not yet 
responded
  
   RPC: Timed out
  
  Error while performing filter action: Error 
9940
  
  Filter "CMDB:Instance:InvokeCMDBEngine01": No 
enabled error handler
  
 /* Tue Jun 18 2013 15:34:35.7800 */ End of 
filter processing (phase 1) -- Operation - CREATE on BMC.CORE:BMC_Price - 
000
  
-WFCE  FAIL
  
   
Application-Invoke-External-Filter bmc.cmdb.cmdbEngine ACTIONTYPE=2
  
   Exit code: 1  Value:
  
   Time-out during plug-in call--the 
request has been accepted by the plug-in server, but the plug-in has not yet 
responded
  
   RPC: Timed out
  
  Error while performing filter action: Error 
9940
  
  Filter "CMDB:BulkAPIProcessing": No enabled 
error handler
  
 /* Tue Jun 18 2013 15:34:35.7810 */ End of 
filter processing (phase 1) -- Operation - SERVICE on CMDB:BulkAPIProcessing - 

  
 /* Tue Jun 18 2013 15:34:35.7850 */Canceled filter 
processing due to error
  
   CMDBBOException occurred: ERROR 
(120416): An unknown error occured while trying to create a CMDB CI Instance 
for one of the business objects; Class : com.bmc.atrium.bol.BOPrice, Id : = 
OI-1e6e253e9c1542a386e24cc18b25ea4e
; Caused by: ERROR (9940): Time-out during plug-in call--the request has been 
accepted by the plug-in server, but the plug-in has not yet responded; RPC: 
Timed out
  
  Error while performing filter action: Error 
191005
  
  Filter "SRD:SHR:CreateROInstanceID": No 
enabled error handler
Thanks and Regards,
Sagar Valse

On Wed, Jun 19, 2013 at 11:17 AM, Parekar, Rahul 
mailto:rahul_pare...@bmc.com>> wrote:
**
Do you see any error in nePluginServer.log? Is that plugin running?

Regards,
Rahul

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Sagar 
Valse
Sent: Wednesday, 19 June 2013 10:13 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: plug-in BMC.FILTERAPI.NORM.ENGINE timeout ARERR 9940

**
Hi All,
I am facing the timeout issue when i am trying to save a SRD.
Below are the logs.

  
 /* Tue Jun 18 2013 15:31:35.7940 */-VER 
 OK
  
 /* Tue Jun 18 2013 15:31:35.7980 */+CMI
CMDBCreateMultipleInstances --  -- from CMDB Engine (protocol 20) at IP address 
10.2.206.113  // :q:0.0s
  
 /* Tue Jun 18 2013 15:31:35.7980 */+SVE
ARServiceEntry -- schema CMDB:BulkAPIProcessing entryId NULL from CMDB Engine 
(protocol 20) at IP address 10.2.206.113  // :q:0.0s
  
 /* Tue Jun 18 2013 15:34:35.7800 */DEBUG INFO: 
plug-in BMC.FILTERAPI.NORM.ENGINE v4 proc 13 to MMKNDREMAPPDEV:9555 timeout 
(used 180 of 180 s)

  
 /* Tue Jun 18 2013 15:34:35.7850 */-SVE 
 FAIL  ARERROR: 9940
   /* Tue Jun 18 2013 
15:34:35.7850 */-CMI  FAIL - Error: 9940
  
 /* Tue Jun 18 2013 15:34:35.7850 */+GLEWF  
ARGetListEntryWithFields -- schema BMC.CORE.CONFIG:BMC_Dataset from 
Normalization Engine (protocol 20) at IP address 10.2.206.113  // :q:180.0s
  
 /* Tue Jun 18 2013 15:34:35.7930 */-GLEWF   
 OK
In ar.cfg the parameter CMDB-Inline-Normalization is set to T.
When i change it to F the SRD gets saved.

Thanks and Regards,
Sagar Valse
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Re: plug-in BMC.FILTERAPI.NORM.ENGINE timeout ARERR 9940

[Parekar, Rahul]

Do you see any error in nePluginServer.log? Is that plugin running?

Regards,
Rahul

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar Valse
Sent: Wednesday, 19 June 2013 10:13 AM
To: arslist@ARSLIST.ORG
Subject: plug-in BMC.FILTERAPI.NORM.ENGINE timeout ARERR 9940

**
Hi All,
I am facing the timeout issue when i am trying to save a SRD.
Below are the logs.

  
 /* Tue Jun 18 2013 15:31:35.7940 */-VER 
 OK
  
 /* Tue Jun 18 2013 15:31:35.7980 */+CMI
CMDBCreateMultipleInstances --  -- from CMDB Engine (protocol 20) at IP address 
10.2.206.113  // :q:0.0s
  
 /* Tue Jun 18 2013 15:31:35.7980 */+SVE
ARServiceEntry -- schema CMDB:BulkAPIProcessing entryId NULL from CMDB Engine 
(protocol 20) at IP address 10.2.206.113  // :q:0.0s
  
 /* Tue Jun 18 2013 15:34:35.7800 */DEBUG INFO: 
plug-in BMC.FILTERAPI.NORM.ENGINE v4 proc 13 to MMKNDREMAPPDEV:9555 timeout 
(used 180 of 180 s)

  
 /* Tue Jun 18 2013 15:34:35.7850 */-SVE 
 FAIL  ARERROR: 9940
   /* Tue Jun 18 2013 
15:34:35.7850 */-CMI  FAIL - Error: 9940
  
 /* Tue Jun 18 2013 15:34:35.7850 */+GLEWF  
ARGetListEntryWithFields -- schema BMC.CORE.CONFIG:BMC_Dataset from 
Normalization Engine (protocol 20) at IP address 10.2.206.113  // :q:180.0s
  
 /* Tue Jun 18 2013 15:34:35.7930 */-GLEWF   
 OK
In ar.cfg the parameter CMDB-Inline-Normalization is set to T.
When i change it to F the SRD gets saved.

Thanks and Regards,
Sagar Valse
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Re: email engine question

[Parekar, Rahul]

Try accessing the POP3 account that is configured for incoming using telnet?

telnet  110
USER 
PASS 

Regards,
Rahul

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo
Sent: Monday, 3 June 2013 1:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: email engine question

**

Hi everyone.

Nearly there! :)

Outgoing email message are now sent successfully. but incoming are failing!

Here is the output from the DEBUG mode.

DEBUG POP3: connecting to host "pop3mail.av.com", port 110, isSSL false
S: +OK The Microsoft Exchange POP3 service is ready.
C: USER DEV_remedyacc
S: -ERR Command is not valid in this state.
C: QUIT
S: +OK Microsoft Exchange Server 2010 POP3 server signing off.
DEBUG: getProvider() returning 
javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Sun Microsy stems, 
Inc]
DEBUG POP3: connecting to host "pop3mail.prod.oami.eu", port 110, isSSL false
S: +OK The Microsoft Exchange POP3 service is ready.
C: USER DEV_remedyacc
S: -ERR Command is not valid in this state.
C: QUIT
S: +OK Microsoft Exchange Server 2010 POP3 server signing off.
Jun 3, 2013 9:40:25 AM com.sun.mail.pop3.POP3Store protocolConnect
SEVERE: Command is not valid in this state.
javax.mail.AuthenticationFailedException: Command is not valid in this state.
at com.sun.mail.pop3.POP3Store.protocolConnect(POP3Store.java:146)
at javax.mail.Service.connect(Service.java:275)
at javax.mail.Service.connect(Service.java:156)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1921)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.initialization(ReceiverModule.java:533)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:174)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288)
at java.lang.Thread.run(Thread.java:619)
Jun 3, 2013 9:40:25 AM com.sun.mail.pop3.POP3Store protocolConnect
SEVERE: Command is not valid in this state.
javax.mail.AuthenticationFailedException: Command is not valid in this state.
at com.sun.mail.pop3.POP3Store.protocolConnect(POP3Store.java:146)
at javax.mail.Service.connect(Service.java:275)
at javax.mail.Service.connect(Service.java:156)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1921)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:219)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288)
at java.lang.Thread.run(Thread.java:619)

Best Regards
frex

De : Frex Popo 
À : "arslist@ARSLIST.ORG" 
Envoyé le : Lundi 3 juin 2013 9h24
Objet : Re: email engine question

I have another email engine installed in the test server so made it point to 
dev and managed to get it working... will investigate development later :)


BMC Remedy Email Engine has started
Checking connection to server: rmdydev ...
Application has started Version:  7.1.00 Patch 007 200903060530
Using JRE: 1.6.0_10
Successfully connected.
Thanks for you help.
frexpopo

De : Frex Popo 
À : "arslist@ARSLIST.ORG" 
Envoyé le : Lundi 3 juin 2013 8h44
Objet : Re: email engine question

thanks for the feedback shivdatta..

I copied the original script and change it for the purpose of resetting the 
password...

Here is the environment part of the script

JAVA_DIR=/usr/ar/common/Sun/jdk/jdk1.6.0_10
JAVA_BIN=${JAVA_DIR}/bin
InstallPath=/usr/ar/AREmail
LogFile=${InstallPath}/Logs/emaild.sh_log
LD_LIBRARY_PATH=${LD_LIBRARY_PATH}:${InstallPath}:/usr/ar/AREmail:/usr/ar/mid-tier/WEB-INF/lib;export
 LD_LIBRARY_PATH
SHLIB_PATH=${SHLIB_PATH}:${InstallPath}:/usr/ar/mid-tier/WEB-INF/lib;export 
SHLIB_PATH
LIBPATH=${LIBPATH}:${InstallPath}:/usr/ar/mid-tier/WEB-INF/lib;export LIBPATH

CP_DIR=${InstallPath}
CP_PATH=${CP_DIR}/emaildaemon.jar
CP_PATH=${CP_PATH}:${CP_DIR}/.
CP_PATH=${CP_PATH}:${CP_DIR}/smtp.jar
CP_PATH=${CP_PATH}:${CP_DIR}/commons-configuration-1.3.jar
CP_PATH=${CP_PATH}:${CP_DIR}/commons-beanutils.jar
CP_PATH=${CP_PATH}:${CP_DIR}/commons-collections-3.2.jar
CP_PATH=${CP_PATH}:${CP_DIR}/commons-digester-1.7.jar
CP_PATH=${CP_PATH}:${CP_DIR}/commons-lang-2.2.jar
CP_PATH=${CP_PATH}:${CP_DIR}/spring.jar
CP_PATH=${CP_PATH}:${CP_DIR}/commons-logging-1.1.jar
CP_PATH=${CP_PATH}:${CP_DIR}/commons-codec-1.3.jar
CP_PATH=${CP_PATH}:${CP_DIR}/log4j-1.2.14.jar
CP_PATH=${CP_PATH}:${CP_DIR}/pop3.jar
CP_PATH=${CP_PATH}:${CP_DIR}/mail.jar
CP_PATH=${CP_PATH}:${CP_DIR}/imap.jar
CP_PATH=${CP_PATH}:${CP_DIR}/activation.jar
CP_PATH=${CP_PATH}:${CP_DIR}/arutil${LIBVER}.jar
CP_PATH=${CP_PATH}:${CP_DIR}/arapi${LIBVER}.jar
CP_PATH =${CP_PATH}:${CP_DIR}/arcmn${LIBVER}.jar
CP_PATH=${CP_PATH}:${CP_DIR}/arrpc${LIBVER}.jar
CP_PATH=${CP_PATH}:${CP_DIR}/oncrpc.jar
CP_PATH=${CP_PATH}:${CP_DIR}/mbox.jar
CP_PATH=${CP_PATH}:${CP_DIR}/EmailAdminAgent.jar
pidfile=${InstallPath}/emaild.pid

Here is what I get when I try and reset the password, the script excutes and 
then hangs!


  

Re: Plugin Fail/Wont load 8.1

[Parekar, Rahul]

The best what you can do is comment the arplugin.exe line in armonitor.cfg. 
Restart the AR server service, then start the arplugin.exe from command prompt 
manually.
To start arplugin.exe manually copy the complete line from armonitor.cfg to 
command prompt and start it.

It should give you hint if any of the .dll file is missing.

Regards,
Rahul

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Tuesday, 21 May 2013 6:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Plugin Fail/Wont load 8.1

**
Matthew,
Do you by chance also have the arealdap.dll in your plugin lines?

On Tue, May 21, 2013 at 6:46 AM, Moellmer, Matthew 
mailto:matthew.moell...@53.com>> wrote:
**
Seeing an odd issue wondering if anyone can offer assistance? I have a plugin 
that will not load. I have verified the path and the file does exist.


-  I have commented out the original line in ar.cfg and created a new 
one in case I had a typo, same problem.

-  I have copied the dll from a working server, same problem

*/UNKNOWN Plug-In Failed to Load: D:\Program Files\BMC 
Software\ARSystem\areahub.dll

Matthew Moellmer
Remedy Applications Development
FTB


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Re: SRM Issue

[Parekar, Rahul]

Is this something that users are able to view the attachment, but when they 
click on the attachment then nothing happens?  If this is the issue then there 
is a defect SW00440310 which might be applicable to your case.

SW00440310 - If anyone other than the requester adds the attachment to the work 
order then the requester is not able to open the attachment from the Request 
entry console.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of vaibhav wadekar
Sent: Tuesday, 16 April 2013 4:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Issue

**
Hello Raj,
What Patch level you are on for SRM 7.6.04, We  have seen such issue with 
unpatch version of 7.6.04 and all of them got corrected in 7.6.04 sp4. Also 
when you  adding an attachment, do you select the internal or Public? when you 
select public (radio button), it will be display within activity log.

~ Vaibhav

On Mon, Apr 12, 2010 at 4:25 PM, Raj 
mailto:rajkumar.pad...@vyomlabs.com>> wrote:
Hi,

I am facing the following issue,
In SRM external customer users are unable to view attachments in the activity 
log.

Thanks in advance.

Regards,
Rajkumar

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Re: Ad Integration with remedy 7.1

[Parekar, Rahul]

There are various ways to configure AREA LDAP. 

1. Authenticate unregistered Users - If this option is set then user does not 
need to be exist in user form. AR tries to authenticate user using external 
authentication.
2. Cross Reference Blank Password - User need to be exist in User form with no 
password. In this case AR tries to cross-reference the user using external 
authentication.
3. Authentication Chaining Mode - There are various behaviors/ways using this 
option. I would suggest to go through 7.1 Integration guide.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick
Sent: Friday, 5 April 2013 4:31 AM
To: arslist@ARSLIST.ORG
Subject: Ad Integration with remedy 7.1

Hi All. 

In my project we are planning to use AD integration with remedy. 

I have configured Area form and I really don't know how to start from there. 

It is possible to authenticate user without using vendor form. ?

Can anyone help me. 

I m using remedy 7.1 version. 

Sent from my iPhone

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Re: CentOS 6.3 Installation Port Mapper Issue

[Parekar, Rahul]

Just look at the /var/log/messages for any message related to portmap.  It may 
that while server tried registering with portmaper it uses wrong ip?
What ip/host entries do you have in /etc/hosts file?


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt
Sent: Monday, 1 April 2013 11:26 AM
To: arslist@ARSLIST.ORGIt
Subject: CentOS 6.3 Installation Port Mapper Issue

**
I am trying to install ARS 7.6.04 SP2 on 64 bit Centos 6.3 on top of Oracle 
database. For now, I am using same machine to install db, midtier and AR Server.

This is what I did
- Created a user in OS oracle and installed oracle database using this user at
  /home/oracle/app/
- Installed ARS using root user

Installation goes fine, but in the end, during system validation checks, I get 
a message
"AR System Server unable to create (390600, 0) for TCP"

User Tool gives this error when trying to connect to AR Server.
ARERR [90] Cannot establish a network connection to the AR System server  RPC: 
Program not registered

Then I did re-installation with following
Register with Portmapper: NO
AR System Server TCP Port Number: 8081
AR System Server Plug-in TCP Port Number: 8082

and it worked fine.

Are there any issues if we we keep "Register with Portmapper: YES"?

~ Nathan
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Re: SRM NeedsAttention Image

[Parekar, Rahul]

In Mid-tier configuration you need to set FQDN for AR Server. There is defect 
SW00359332 logged for Needs attention flag to be clear when requested is closed.

> Date: Mon, 11 Mar 2013 12:43:39 -0400
> From: caruso.fr...@gmail.com
> Subject: SRM NeedsAttention Image
> To: arslist@ARSLIST.ORG
>
> ITSM 7.604 sp2
>
> On the Service Request Console we cannot get the "Needs Attention" GIF to 
> appear in the open requests table. This is the image that shows open on a 
> users open request when they are being asked for more information. The image 
> is part of the Application and I can see it listed under Support Files. I can 
> save the image to my desktop and it looks correct.
>
> Has anyone else run into this?
>
> Thank you
>
> Frank
>
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Re: how to get "full" SQL logs?

[Parekar, Rahul]

You can try parameter Enable-Unlimited-Log-Line-Length: T

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Thursday, 21 February 2013 10:33 AM
To: arslist@ARSLIST.ORG
Subject: how to get "full" SQL logs?

**
Hi List ^_^

I have a little question, when I log "SQL" with ARS it happens that some very 
long SQL queries (like nearly 4k) are "truncated" and finish by "...", for 
example (I just post the begin and the end of it):
///
SELECT COUNT(*) FROM T2120 WHERE T2120.C23009 = 'ACTIVITY') AND 
(T2120.C100427 = 'SGP0211') AND (T2120.C7 >= 20) AND (T2120.C7 <= 
40)) OR ((T2120.C23009 = 'MAINCHANGE') AND ((T2120.C100427 = 
'SGP0211') OR (T2120.C100079 = 'SGP0211') OR 
(T2120.C100079 = 'SGP0211'))
(...)
 OR (T2120.C60900 LIKE '%;20031;%') OR (T2120.C60900 LIKE '%;17;%') OR 
(T2120.C60900 LIKE '%;100107;%') OR (T2120.C60900 LIKE '%;2;%') OR 
(T2120.C60900 L...
///

Is there a way to get / log the full SQL query? I mean, apart asking the DBA 
since when we have those logs it's too late to ask them for it.

Best regards.


Laurent.

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Re: Work Order search issue

[Parekar, Rahul]

What version of SRM is this?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of shashidhar M S
Sent: Monday, 18 February 2013 3:15 PM
To: arslist@ARSLIST.ORG
Subject: Work Order search issue

Hi All,

Require your expertise for resolving an issue regarding work order. Work order 
search is not happening properly. I can search all work orders from Work Order 
Console. But, when try to search work orders in WOI:Work Order form against the 
requester's name, it says No matching request even though there is an WO 
present in the name of requester. However, I can search the WO against the WO 
number.

Appreciate your suggestion!

Kind Regards,
Shashi

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Re: Critical: Server Hung

[Parekar, Rahul]

If this is Incident Management Console hang issue then you may want to refer 
defect SW00422595.

Regards,
Rahul

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of kunal das
Sent: Tuesday, 5 February 2013 4:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Critical: Server Hung

**
Vaibhav has provided the correct must have Overview performance hotfix.. 
However you need to check the people record of the users and based on the 
application permission they have, you need to correct the application 
preference record.. By default it has "Yes" for all the application under 
Overview Console...

Check out this KA369356 for the hotfix.

Example: If a user has only Change User Permission.. he should not be 
interested for SRM, Asset, Proble, Release, Incident.. We highly recommend you 
to set "No" to all unwanted application in the overview console through 
application preference settings..

90% of the overview performance issues are resolved with this configuration, as 
Remedy perform a table scan when they open the overview console...

Hope this helps.

Regards, Kunal




Thanks, Kunal.

On Tue, Feb 5, 2013 at 3:51 AM, vaibhav wadekar 
mailto:wadekar.vaib...@gmail.com>> wrote:
**

conquery.jar

ITSMCommonUtils.jar

These are multi-threaded versions of the existing jar files so these need to 
replace the existing ones located in the "pluginsvr\qry" directory (i.e. 
C:\Program Files\BMC Software\ARSystem\pluginsvr\qry.
You can test by extracting patch 04 installer and put this jar to your system 
to see if the problem resolved.
Regards/Vaibhav

On Mon, Feb 4, 2013 at 1:58 PM, ravi rai 
mailto:ravira...@hotmail.com>> wrote:
**
Kathy,
Check with BMC Support. we faced this in 7604 SP2 and there was issue with 
Overview console.
Overview console was single threaded. They provided a Jar file fix for the same


Ravi


Date: Mon, 4 Feb 2013 13:52:12 -0800
From: remedyr...@gmail.com
Subject: Re: Critical: Server Hung
To: arslist@ARSLIST.ORG


**
Kathy, how many rows are in the table referenced by the console?  I've seen 
this happen in some versions where the form doesn't get cleared, and the SQL 
queries bog the system down.

Rick

On Mon, Feb 4, 2013 at 1:50 PM, Kathy Morris 
mailto:kathymorris...@aol.com>> wrote:
**

Hi,



AR System 7.6.03

ITSM 7.6.04 SP1.



The incident management console hangs and hoses the system when users access 
the  Incident Management Overview console.

My understanding is that thru a row-level access query, users see the incidents 
for the group they are member of.

If users are a part of many groups, however this can cause problems.

How can we prevent this query from crashing the system to the point where our 
database is unresponsive.

Are any others experiencing this performance issue?

Any ideas on what we can do to get our system to a stable state?
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Re: User Password Management Confg crash

[Parekar, Rahul]

It seems that you have large no. of users in user form. If you check or uncheck 
any options then the filter used to push the information is named:

User:PushUserPasswordManagementPolicyEnablementFields

This filter will push data to hidden fields on the User form.  The hidden 
fields are listed here.

Applied New User Must Change Password (301628564)
Applied No. Days before Expiration (301628562)
Applied Days After Expiration Until Disablement (301628563)
Applied Number of Warning Days (301628561)
Applied PasswordEnforcementEnabled (301628560)

The timeout what you are seeing is the client timeout as it is unsetting the 
option for the hidden field " Applied New User Must Change Password 
(301628564)"  for all the users in User form
, but eventually it will un-set the hidden field

Regards,
Rahul


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ramy S. Ayoub
Sent: Saturday, 2 February 2013 6:25 PM
To: arslist@ARSLIST.ORG
Subject: User Password Management Confg crash

** All

When un-check new user must change password ,

Timeout during data retrieval due busy server - time out

Ar server 7,6 SP2


--

Ramy Ayoub
Products and Service Delivery

Business Process Automation

Vodafone - Egypt

Phone: +20100441441
Email: ramy.ay...@vodafone.com

Smart Village,

Vodafone-Egypt C2 Building
Cairo/Alex - Desert Road

KM28, Smart Village









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Re: Email Engine Performance Tuning Recommendations

[Parekar, Rahul]

Hi Ravi,

I think We should consider purging data from following form as well-


1.   AR System Email Attachment


Regards,

Rahul




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Munukutla,Ravishankar
Sent: Sunday, 3 February 2013 6:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Engine Performance Tuning Recommendations

**
Re-send without the attachment.

https://communities.bmc.com/communities/docs/DOC-22528

Regards,
Ravi

From: Munukutla,Ravishankar
Sent: 03 February 2013 18:27
To: arslist@ARSLIST.ORG
Cc: Muthu, Elango; Marathe, Shivdatta
Subject: Email Engine Performance Tuning Recommendations

Based on few customer engagements on Email engine performance issues; outlined 
are few ways to optimize the performance of Email Engine.

https://communities.bmc.com/communities/docs/DOC-22528

Link to BMCDN and also attached.

Welcome your feedback.

Regards,
Ravi
Munukutla Ravi Shankar
Sr Mgr - Product Development REMEDY - AR SYSTEM R&D
BMC Software, www.bmc.com

Phone: 91-20-39875273   Mobile: 91-9850964564

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